From elacour at easter-eggs.com Tue Jul 1 03:47:32 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 1 Jul 2008 09:47:32 +0200 Subject: [rt-users] Intermittent slow logins on RT 3.6.3 In-Reply-To: <486955BF.6030100@markmonitor.com> References: <486955BF.6030100@markmonitor.com> Message-ID: <20080701074731.GA3294@easter-eggs.com> On Mon, Jun 30, 2008 at 05:53:03PM -0400, Allen Chen wrote: > Hi everyone, > Hi, > > It seems like RT is doing something after authentication and before > building the home page that makes logins slow. I have a feeling it RT builds a cache of all allowed queues (that makes a bunch of acl queries) that will be displayed everywhere in RT (QuickCreate, QuickSearch, ...). This cache is kept in sessions. So if you log in again with the same browser and computer, it doesn't need to rebuild the cache and it's "fast". That's why we have this typical difference between first and second login. > might be database related, but I cannot find any evidence of any slow > queries in rt.log. Could there be any queries that RT executes that You would better look in the DB log and activate slow queries login. Also keep in mind that RT does a lot of small queries, so 0.5s can be really slow for an RT ACL query because you will have hundred of this if you have several queues. > Are there any bugs in 3.6.3 that would cause this? Can anyone suggest > anything else I should look at or try? > If you're problem is related to a high number of queues, you can enhance a bit by upgrading RT or at least grabing the share/html/Elements/Quicksearch from 3.6.5 which have a performance optimisation. You can also remove the Quickcreate at the bottom of RT at a glance if you don't need it (Createticket in the header is often enough) and save more queries. From christian.forjahn at collax.com Tue Jul 1 04:05:23 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Tue, 01 Jul 2008 10:05:23 +0200 Subject: [rt-users] Admin permissions Message-ID: <4869E543.20405@collax.com> Hi all. I have installed a rt 3.6.7 on a Linux Server. Now the problem is that authentication is against a LDAP server running on this system. As I configured the system to use the login on the webaccess as well as login on the rt I cannot give any admin permissions to anyone. Which tables of the database have to be configured to give a user/group admin permissions? Thank you for your answer. Best Chris From lists at openunix.de Tue Jul 1 09:30:00 2008 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Tue, 1 Jul 2008 15:30:00 +0200 Subject: [rt-users] Merged tickets are sloooow after upgrade to 3.6.6 - Locking problem? Message-ID: <20080701133000.GA2312@orion.bofh.hanau.net> Hello everyone, after upgrading to V3.6.6 merged tickets are really slow. After doing a bit research, I saw a lot of MySQL entrys stating that get_lock queries took a long time: # Query_time: 69 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 use rtdb; SELECT GET_LOCK('Apache-Session-1b11b6323211dc42ec9d40473784e254', 3600); I first converted the table to innodb and then changed the session backend to Apache::Session::File. Now the mysql log entries are gone but the ticket system is not faster than before... However, this does only affect merged tickets. It seems that rt locks and tries to access the locked data in some way because it used to be two tickets? Has anyone else experienced this behaviour and dound a solution? Best regards, From joncodis at gmail.com Tue Jul 1 11:46:25 2008 From: joncodis at gmail.com (Jon Codispoti) Date: Tue, 1 Jul 2008 08:46:25 -0700 Subject: [rt-users] E-mails for "Could not load a valid user" Message-ID: Hello Everyone, Running version 3.6.3 here. I'm sure there is an easy solution for this, so wanted to get some advice. Currently the e-mail for the "Could not load a valid user" messages go to the RT administrator in addition to the original requester. I would like to stop the behavior of it sending the message to the requester, as notifying the administrator is enough for us. What's the best way to accomplish this? Thanks in advance for any help you can provide! Jon -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue Jul 1 12:33:52 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 1 Jul 2008 18:33:52 +0200 Subject: [rt-users] E-mails for "Could not load a valid user" In-Reply-To: References: Message-ID: <20080701163351.GA6774@easter-eggs.com> On Tue, Jul 01, 2008 at 08:46:25AM -0700, Jon Codispoti wrote: > Hello Everyone, > > Running version 3.6.3 here. I'm sure there is an easy solution for this, so > wanted to get some advice. > > Currently the e-mail for the "Could not load a valid user" messages go to > the RT administrator in addition to the original requester. I would like to > stop the behavior of it sending the message to the requester, as notifying > the administrator is enough for us. > > What's the best way to accomplish this? > Modify the following function in lib/RT/Interface/Email.pm: =head2 _NoAuthorizedUserFound Emails the RT Owner and the requestor when the auth plugins return "No auth user found" =cut sub _NoAuthorizedUserFound { [...] From mmaxwell at blackarrow.tv Tue Jul 1 14:29:59 2008 From: mmaxwell at blackarrow.tv (Michael Maxwell) Date: Tue, 01 Jul 2008 11:29:59 -0700 Subject: [rt-users] SUMMARY: RT 3.6.6 Silently Dropping Messages with Attachments In-Reply-To: Message-ID: It turns out this problem was caused by an older version of perl's IO::File module. Ran a cpan update, updated the module, tested, and all is well. CPAN strikes again... Thanks everyone for your help. On 6/26/08 10:39 AM, "Michael Maxwell" wrote: > Actually, I should point out that RT appears to be ignoring messages with > *any* attachment at all - size isn't an issue. > > > On 6/26/08 10:36 AM, "Michael Maxwell" wrote: > >> >> Thank you Michael for your help. I checked /etc/my.cnf and we have already >> given the following values under the [mysqld_safe] section: >> >> key_buffer=16M >> key_buffer_size=32M >> max_allowed_packet=16M >> thread_stack=128K >> thread_cache_size=64 >> query_cache_limit=8M >> query_cache_size=64M >> query_cache_type=1 >> join_buffer_size=512K >> max_connections=150 >> log_slow_queries=/var/log/mysql-slow.log >> >> Unfortunately, this doesn't seem to have solved the problem. >> >> >> >> On 6/25/08 6:30 PM, "Michael Brader" wrote: >> >>> Michael Maxwell writes: >>>> Hello, >>> >>> Hi Michael >>> >>>> Forgive me if this has been answered elsewhere, but if so, I must >>>> have missed it. >>> >>> I found the answer in http://wiki.bestpractical.com/view/FAQ but only >>> because I already knew the answer. Searching for 'dropped attachments' >>> or 'attachments silently dropped' returned nothing. >>> >>> However, searching for 'site:wiki.bestpractical.com attachments >>> silently dropped' in Google brings it up no problem. >>> >>>> We have rt-3.6.6 running on linux (CentOS 4.6). We're using fetchmail as >>>> the means of getting email to the system from an IMAP server hosted >>>> offsite. >>>> Normal emails (emails without attachments) go through fine and create >>>> tickets as expected. However, any message that contains an attachment of >>>> any size never seems to make it through to RT. [...] >>>> >>>> Set($TruncateLongAttachments , undef); >>>> Set($MaxAttachmentSize , 10000000); >>>> Set($DropLongAttachments , undef); >>>> >>>> Any help or pointers to things to check would be greatly appreciated. >>> >>> Check your database for the largest transaction it can handle. In >>> MySQL that's the max_allowed_packet. You can check it by running 'show >>> variables' >>> >>> | max_allowed_packet | 8387584 | >>> >>> Any attachment greater than that size will be dropped. I think the >>> default value is 1MB. When that happens, we get a stacktrace in the RT >>> log. We're quite happy to not allow attachments that size in, so we >>> monitor the logs and when it happens we grab the file from our >>> procmail holding area if it's useful or re-educate the requestor >>> otherwise. >>> >>> Hope this helps, >>> Michael > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Steve.Handscomb at alphagroup.aero Tue Jul 1 15:56:00 2008 From: Steve.Handscomb at alphagroup.aero (Steve Handscomb) Date: Tue, 1 Jul 2008 20:56:00 +0100 Subject: [rt-users] Definition of user permissions References: <29DF61CAF40BA440AC11264A17E9404F01D6060E@mercury.hq.alphaaviationgroup.com> Message-ID: Hello All, I've just started using RT in the last few days, and although I did use it many years ago in another life, I've forgotten most of the tricks of the trade. The one thing I cannot find, (and my search has included google & the wiki, as well as the archives of this very list) is a definitive explanation of permissions; What I mean is 'what would happen if I gave xxxx the AdminQueue permission or AssignCustomFields permission' Once I get back into the flow I would be more than happy to start contributing to the wiki, as one of my first projects will be to document the process for use in our company. Many thanks Steve Handscomb. -------------- next part -------------- An HTML attachment was scrubbed... URL: From wayne at fsckin.com Tue Jul 1 16:49:48 2008 From: wayne at fsckin.com (Wayne Richardson) Date: Tue, 1 Jul 2008 15:49:48 -0500 Subject: [rt-users] NoAuth directory aliased incorrectly for root installation of RT Message-ID: <58f6d7070807011349ya80d0dbk838304b6f664f98@mail.gmail.com> I want to have apache2 serving requests at http://www.example.com/ I've gotten this working, but the NoAuth directory is not functioning properly. The HTTP source appears like this: As you can imagine, it looks terrible. I need some guidance. Thanks! From gavin.henry at gmail.com Tue Jul 1 17:10:34 2008 From: gavin.henry at gmail.com (Gavin Henry) Date: Tue, 1 Jul 2008 22:10:34 +0100 Subject: [rt-users] Support partnership with different RT installs Message-ID: <13ca621c0807011410h7224d80ay5d40dcc80d2f6773@mail.gmail.com> Dear All, We have http://support.suretecsystems.com and our partners are about to install there own RT. They have accounts on our system and are admins of certain queues when we do joint support. The question is how can we get the tickets submitted into our system into their new one but keep the same subjects, as they want the history in their new one. We were thinking about deleting their accounts and having a new user with the e-mail of their queue, so when a ticket comes in it sends it over to their RT. If we switch the autoreply scrip off on their side as the customer will never e-mail them direct, then that is fine. But their RT will create a new ticket. Anyone is a similar position or should we just get them to admin in our queue like we currently do? Thanks. -- http://www.suretecsystems.com/services/openldap/ From KFCrocker at lbl.gov Tue Jul 1 18:17:49 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 01 Jul 2008 15:17:49 -0700 Subject: [rt-users] Definition of user permissions In-Reply-To: References: <29DF61CAF40BA440AC11264A17E9404F01D6060E@mercury.hq.alphaaviationgroup.com> Message-ID: <486AAD0D.1040709@lbl.gov> Steve, Attached is a document we use for instructing our queue Admins (managers, the AdminCc of a queue). We have a lot of queues (over 125) so our infrastructure is strictly defined and enforced and may not fit your needs. Hope this helps. Kenn LBNL On 7/1/2008 12:56 PM, Steve Handscomb wrote: > > Hello All, > > I've just started using RT in the last few days, and although I did use > it many years ago in another life, I've forgotten most of the tricks of > the trade. > > The one thing I cannot find, (and my search has included google & the > wiki, as well as the archives of this very list) is a definitive > explanation of permissions; > > What I mean is 'what would happen if I gave xxxx the AdminQueue > permission or AssignCustomFields permission' > > Once I get back into the flow I would be more than happy to start > contributing to the wiki, as one of my first projects will be to > document the process for use in our company. > > Many thanks > Steve Handscomb. > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Rights.doc Type: application/msword Size: 57344 bytes Desc: not available URL: From KFCrocker at lbl.gov Tue Jul 1 18:28:27 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 01 Jul 2008 15:28:27 -0700 Subject: [rt-users] Support partnership with different RT installs In-Reply-To: <13ca621c0807011410h7224d80ay5d40dcc80d2f6773@mail.gmail.com> References: <13ca621c0807011410h7224d80ay5d40dcc80d2f6773@mail.gmail.com> Message-ID: <486AAF8B.1030809@lbl.gov> Gavin, From a control standpoint, I've always had a real problem with redundancy unless there was a control to ensure automatic updating of one by the other. If the method you use now is working, why change it? Are they gonna use their RT for "other" requests that do not get into your installation? If they are the Queue Admins of their queues in your installation, is it their intent to continue that form of management with those same queues or are they planning to just Admin their own RT installation from here on in? If they want off your system completely, then let them set up their RT for CommandByEmail and just have the customers that send in requests send their new requests to the new installation, managed by themselves with no redundancy in your system. If, for some reason, they just want copies of their tickets in your RT, then I suppose you could set up a scrip for their queues (in your RT) to created a linked ticket (type=referred to/by) in their system and let them deal with the redundant info and admin infrastructure. Those are the only ideas I have on the issue that I feel are acceptable from a management/responsibility/scapegoat perspective. ;-). Hope this helps. Kenn LBNL On 7/1/2008 2:10 PM, Gavin Henry wrote: > Dear All, > > We have http://support.suretecsystems.com and our partners are about > to install there own RT. > > They have accounts on our system and are admins of certain queues when > we do joint support. > > The question is how can we get the tickets submitted into our system > into their new one but keep the same subjects, as they want the > history in their new one. > > We were thinking about deleting their accounts and having a new user > with the e-mail of their queue, so when a ticket > comes in it sends it over to their RT. If we switch the autoreply > scrip off on their side as the customer will never e-mail them direct, > then that is fine. But their RT will create a new ticket. > > Anyone is a similar position or should we just get them to admin in > our queue like we currently do? > > Thanks. > From sunlist at yahoo.com Tue Jul 1 18:57:39 2008 From: sunlist at yahoo.com (mailing list) Date: Tue, 1 Jul 2008 15:57:39 -0700 (PDT) Subject: [rt-users] Trouble with LDAP authentication (equivalent config) Message-ID: <85365.27367.qm@web63815.mail.re1.yahoo.com> RT 3.6.4 on redhat linux 4.6 I am attempting to setup a development RT site. The current issue I'm running into is getting the dev. RT to authenticate against LDAP. I have compared my RT_SiteConfig.pm between dev. and production RT (which function fine with LDAP authentication) and the RT_SiteConfig.pm seems fine. Additionally, local login to the dev. RT is good but not w/LDAP. I did a tcpdump during a login attempt and it shows the dev. RT never makes the call to the LDAP server. Furthermore, I have tested my firewall and make certain that the LDAP server does indeed accept connection from my dev. RT server. How do I go about troubleshooting why my dev. RT is not sending a LDAP authentication request? Is there a script, command, or "call" within RT that I can execute to confirm? I have the parameter Set($LdapExternalAuth, 1); in my RT_SiteConfig.pm and other parameters equivalent to prod. RT. Thanks. Mike From tom at netspot.com.au Tue Jul 1 22:42:03 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Wed, 2 Jul 2008 12:12:03 +0930 Subject: [rt-users] Trouble with LDAP authentication (equivalent config) In-Reply-To: <85365.27367.qm@web63815.mail.re1.yahoo.com> References: <85365.27367.qm@web63815.mail.re1.yahoo.com> Message-ID: <2B3AD92E-15A5-40C8-B127-6170461D7559@netspot.com.au> On 02/07/2008, at 8:27 AM, mailing list wrote: > RT 3.6.4 on redhat linux 4.6 > > I am attempting to setup a development RT site. The current issue > I'm running into is getting the dev. RT to authenticate against > LDAP. I have compared my RT_SiteConfig.pm between dev. and > production RT (which function fine with LDAP authentication) and the > RT_SiteConfig.pm seems fine. > > Additionally, local login to the dev. RT is good but not w/LDAP. I > did a tcpdump during a login attempt and it shows the dev. RT never > makes the call to the LDAP server. Furthermore, I have tested my > firewall and make certain that the LDAP server does indeed accept > connection from my dev. RT server. > > How do I go about troubleshooting why my dev. RT is not sending a > LDAP authentication request? Is there a script, command, or "call" > within RT that I can execute to confirm? I have the parameter > Set($LdapExternalAuth, 1); in my RT_SiteConfig.pm and other > parameters equivalent to prod. RT. > > Thanks. > > > Mike Mike, Do you have SELinux enabled? Check your /var/log/audit/audit.log for any 'denied' messages and repair them. You might need to create a policy which allows Apache (mod_perl) or FastCGI processes to connect to LDAP(S) via TCP. Regards, Tom From Steve.Handscomb at alphagroup.aero Wed Jul 2 03:46:49 2008 From: Steve.Handscomb at alphagroup.aero (Steve Handscomb) Date: Wed, 2 Jul 2008 08:46:49 +0100 Subject: [rt-users] Definition of user permissions References: <29DF61CAF40BA440AC11264A17E9404F01D6060E@mercury.hq.alphaaviationgroup.com> <486AAD0D.1040709@lbl.gov> Message-ID: Kenn That is absolutely great; Your guide has confirmed a lot of what I assumed to be, but also corrected & clarified some others. Thanks a lot for sharing with me/us. Steve -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 01 July 2008 23:18 To: Steve Handscomb Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Definition of user permissions Steve, Attached is a document we use for instructing our queue Admins (managers, the AdminCc of a queue). We have a lot of queues (over 125) so our infrastructure is strictly defined and enforced and may not fit your needs. Hope this helps. Kenn LBNL On 7/1/2008 12:56 PM, Steve Handscomb wrote: > > Hello All, > > I've just started using RT in the last few days, and although I did > use it many years ago in another life, I've forgotten most of the > tricks of the trade. > > The one thing I cannot find, (and my search has included google & the > wiki, as well as the archives of this very list) is a definitive > explanation of permissions; > > What I mean is 'what would happen if I gave xxxx the AdminQueue > permission or AssignCustomFields permission' > > Once I get back into the flow I would be more than happy to start > contributing to the wiki, as one of my first projects will be to > document the process for use in our company. > > Many thanks > Steve Handscomb. > > > > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com Please consider the environment before printing this email. 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VAT Number: GB 888 4787 37 From pooka at t-online.de Wed Jul 2 04:22:09 2008 From: pooka at t-online.de (Pooka) Date: Wed, 02 Jul 2008 10:22:09 +0200 Subject: [rt-users] Order of file attachments in Ticket Transaction Message-ID: <486B3AB1.4060009@t-online.de> Hello list, I searched for this topic but didn't find anything, so I post this question again: Is there predictable order of file(name)s when I add more than one file as an attachment to a ticket correspondance? It looks like that neither order of uploading nor renaming the files (01...02...03... 04...) will result in a desired order of appearance in ticket transaction. I would like to reply to a ticket "Dear User, please follow the steps 1....4 as shown in the screenshots" and have the screenshots shown in Ticket History in desired order. Creating a reply for each of the screenshots is possible but painful. Any suggestions for a workaround or where to look for that problem? Regards Olaf Hamann From christian.forjahn at collax.com Wed Jul 2 05:07:17 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Wed, 02 Jul 2008 11:07:17 +0200 Subject: [rt-users] Admin permissions In-Reply-To: <4869E543.20405@collax.com> References: <4869E543.20405@collax.com> Message-ID: <486B4545.2090109@collax.com> Doesn?t anybody know howto give a User/Group admin permissions by editing the mysql database? Do you need more information? I use the script "rtimportldap.pl" to import groups from ldap into the mysql database. Now I want to be able to give a certain group admin permissions. As I cannot login with user root I want to do it directly in the database. Best Chris Christian Forjahn wrote: > Hi all. > > I have installed a rt 3.6.7 on a Linux Server. Now the problem is that > authentication is against a LDAP server running on this system. As I > configured the system to use the login on the webaccess as well as login > on the rt I cannot give any admin permissions to anyone. > Which tables of the database have to be configured to give a user/group > admin permissions? > > Thank you for your answer. > > Best Chris > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From n.marjoram at adastral.ucl.ac.uk Wed Jul 2 06:07:36 2008 From: n.marjoram at adastral.ucl.ac.uk (Neil Marjoram) Date: Wed, 02 Jul 2008 11:07:36 +0100 Subject: [rt-users] Sudden problem : Can't use an undefined value as an ARRAY EmailParser.pm Message-ID: <486B5368.2060008@adastral.ucl.ac.uk> Suddenly at 8am this morning my RT 3.6.6 has stopped accepting email requests. I have checked for any updates to perl etc but have found nothing, debug output shows : cat /usr/bin/test |/etc/smrsh/rt-mailgate --queue itsupport --action correspond --url http://rt.adastral.ucl.ac.uk/ --debug Connecting to http://rt.adastral.ucl.ac.uk//REST/1.0/NoAuth/mail-gateway at /etc/smrsh/rt-mailgate line 102, <> line 1. Can't use an undefined value as an ARRAY reference at /usr/local/rt/lib/RT/EmailParser.pm line 626. Stack: [/usr/local/rt/lib/RT/EmailParser.pm:626] [/usr/lib/perl5/5.8.8/Carp.pm:269] RT server error. The RT server which handled your email did not behave as expected. It said: Can't use an undefined value as an ARRAY reference at /usr/local/rt/lib/RT/EmailParser.pm line 626. Stack: [/usr/local/rt/lib/RT/EmailParser.pm:626] [/usr/lib/perl5/5.8.8/Carp.pm:269] I have looked to see if there are any changes in sendmail, smrsh etc but again found nothing. Can anyone help me with this? Many thanks, Neil. -- Neil Marjoram Systems Manager Adastral Park Campus University College London Ross Building Adastral Park Martlesham Heath Ipswich - Suffolk IP5 3RE Tel: 01473 663711 Fax: 01473 635199 Reclaim Your Inbox! http://www.mozilla.org/products/thunderbird From gavin.henry at gmail.com Wed Jul 2 06:53:42 2008 From: gavin.henry at gmail.com (Gavin Henry) Date: Wed, 2 Jul 2008 11:53:42 +0100 Subject: [rt-users] Support partnership with different RT installs In-Reply-To: <486AAF8B.1030809@lbl.gov> References: <13ca621c0807011410h7224d80ay5d40dcc80d2f6773@mail.gmail.com> <486AAF8B.1030809@lbl.gov> Message-ID: <13ca621c0807020353u6a689a7w86af3e30603172b9@mail.gmail.com> 2008/7/1 Kenneth Crocker : > Gavin, > > > From a control standpoint, I've always had a real problem with > redundancy unless there was a control to ensure automatic updating of one by > the other. If the method you use now is working, why change it? Are they > gonna use their RT for "other" requests that do not get into your > installation? If they are the Queue Admins of their queues in your > installation, is it their intent to continue that form of management with > those same queues or are they planning to just Admin their own RT > installation from here on in? If they want off your system completely, then > let them set up their RT for CommandByEmail and just have the customers that > send in requests send their new requests to the new installation, managed by > themselves with no redundancy in your system. If, for some reason, they just > want copies of their tickets in your RT, then I suppose you could set up a > scrip for their queues (in your RT) to created a linked ticket > (type=referred to/by) in their system and let them deal with the redundant > info and admin infrastructure. Those are the only ideas I have on the issue > that I feel are acceptable from a management/responsibility/scapegoat > perspective. ;-). Hope this helps. Thanks Kevin. Plenty to think about. -- http://www.suretecsystems.com/services/openldap/ From lcm at mcabee.org Wed Jul 2 08:52:10 2008 From: lcm at mcabee.org (Lawrence McAbee) Date: Wed, 02 Jul 2008 08:52:10 -0400 Subject: [rt-users] Admin permissions In-Reply-To: <486B4545.2090109@collax.com> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> Message-ID: <20080702085210.sdhoos9uswokgwww@mail.mcabee.org> http://wiki.bestpractical.com/view/RecoverSuperUserRights Quoting Christian Forjahn : > Doesn?t anybody know howto give a User/Group admin permissions by > editing the mysql database? Do you need more information? > > I use the script "rtimportldap.pl" to import groups from ldap into the > mysql database. Now I want to be able to give a certain group admin > permissions. As I cannot login with user root I want to do it directly > in the database. > > Best Chris > > > Christian Forjahn wrote: >> Hi all. >> >> I have installed a rt 3.6.7 on a Linux Server. Now the problem is that >> authentication is against a LDAP server running on this system. As I >> configured the system to use the login on the webaccess as well as login >> on the rt I cannot give any admin permissions to anyone. >> Which tables of the database have to be configured to give a user/group >> admin permissions? >> >> Thank you for your answer. >> >> Best Chris >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- Lawrence McAbee X-PGP-Fingerprint: 1605 D207 E39D 4D7E 79C4 D65D 3EBC 365E BFA8 CC17 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: PGP Digital Signature URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-keys Size: 1708 bytes Desc: PGP Public Key URL: From lcm at mcabee.org Wed Jul 2 09:07:25 2008 From: lcm at mcabee.org (Lawrence McAbee) Date: Wed, 02 Jul 2008 09:07:25 -0400 Subject: [rt-users] Sudden problem : Can't use an undefined value as an ARRAY EmailParser.pm In-Reply-To: <486B5368.2060008@adastral.ucl.ac.uk> References: <486B5368.2060008@adastral.ucl.ac.uk> Message-ID: <20080702090725.bg5fx25m8scsokwc@mail.mcabee.org> I've never had this problem, but assuming your [/usr/local/rt/lib/RT/EmailParser.pm:626 is: sub DESTROY { my $self = shift; File::Path::rmtree([@{$self->{'AttachmentDirs'}}],0,1); } Assuming the email you are passing through is valid and has attachments, AttachmentDirs should have been set in _SetupMIMEParser. I would do two things: 1) Make sure the user running mailgate does not have permission issues in /tmp. 2) Put some comments around the code in _SetupMIMEParser and see is tmpdir is being set, what is it being set to, and if AttachementDirs is being pushed in properly. Quoting Neil Marjoram : > Suddenly at 8am this morning my RT 3.6.6 has stopped accepting email > requests. I have checked for any updates to perl etc but have found > nothing, debug output shows : > > cat /usr/bin/test |/etc/smrsh/rt-mailgate --queue itsupport --action > correspond --url http://rt.adastral.ucl.ac.uk/ --debug > > Connecting to http://rt.adastral.ucl.ac.uk//REST/1.0/NoAuth/mail-gateway > at /etc/smrsh/rt-mailgate line 102, <> line 1. > > Can't use an undefined value as an ARRAY reference at > /usr/local/rt/lib/RT/EmailParser.pm line 626. > > Stack: > [/usr/local/rt/lib/RT/EmailParser.pm:626] > [/usr/lib/perl5/5.8.8/Carp.pm:269] > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > Can't use an undefined value as an ARRAY reference at > /usr/local/rt/lib/RT/EmailParser.pm line 626. > > Stack: > [/usr/local/rt/lib/RT/EmailParser.pm:626] > [/usr/lib/perl5/5.8.8/Carp.pm:269] > > I have looked to see if there are any changes in sendmail, smrsh etc but > again found nothing. Can anyone help me with this? > > Many thanks, > > Neil. > > -- > Neil Marjoram > Systems Manager > Adastral Park Campus > University College London > Ross Building > Adastral Park > Martlesham Heath > Ipswich - Suffolk > IP5 3RE > > Tel: 01473 663711 > Fax: 01473 635199 > > > Reclaim Your Inbox! > http://www.mozilla.org/products/thunderbird > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- Lawrence McAbee X-PGP-Fingerprint: 1605 D207 E39D 4D7E 79C4 D65D 3EBC 365E BFA8 CC17 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: PGP Digital Signature URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-keys Size: 1708 bytes Desc: PGP Public Key URL: From christian.forjahn at collax.com Wed Jul 2 09:31:19 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Wed, 02 Jul 2008 15:31:19 +0200 Subject: [rt-users] Admin permissions In-Reply-To: <20080702085210.sdhoos9uswokgwww@mail.mcabee.org> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> <20080702085210.sdhoos9uswokgwww@mail.mcabee.org> Message-ID: <486B8327.8040500@collax.com> Hi Lawrence. thanks for your answer. But when I understand correctly this gives Superuser permissions to the user root. With our system I?m not able to login as root. There is no apache access for this user. (a little special system). can I use the script the same way to give Superuser support to a Systemuser? Best Chris Lawrence McAbee wrote: > > > http://wiki.bestpractical.com/view/RecoverSuperUserRights > > > > Quoting Christian Forjahn : > >> Doesn?t anybody know howto give a User/Group admin permissions by >> editing the mysql database? Do you need more information? >> >> I use the script "rtimportldap.pl" to import groups from ldap into the >> mysql database. Now I want to be able to give a certain group admin >> permissions. As I cannot login with user root I want to do it directly >> in the database. >> >> Best Chris >> >> >> Christian Forjahn wrote: >>> Hi all. >>> >>> I have installed a rt 3.6.7 on a Linux Server. Now the problem is that >>> authentication is against a LDAP server running on this system. As I >>> configured the system to use the login on the webaccess as well as login >>> on the rt I cannot give any admin permissions to anyone. >>> Which tables of the database have to be configured to give a user/group >>> admin permissions? >>> >>> Thank you for your answer. >>> >>> Best Chris >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 christian.forjahn at collax.com Wed Jul 2 09:41:38 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Wed, 02 Jul 2008 15:41:38 +0200 Subject: [rt-users] Admin permissions In-Reply-To: <20080702093458.ys9bvqcj8kww4ooo@mail.mcabee.org> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> <20080702085210.sdhoos9uswokgwww@mail.mcabee.org> <486B8327.8040500@collax.com> <20080702093458.ys9bvqcj8kww4ooo@mail.mcabee.org> Message-ID: <486B8592.2080703@collax.com> Thanks a lot. That works perfectly. Best Chris Lawrence McAbee wrote: > > Despening on the ldap integration, you should be able to replace "root" > with another username in the Load line. > > > > > > Quoting Christian Forjahn : > >> Hi Lawrence. >> >> thanks for your answer. But when I understand correctly this gives >> Superuser permissions to the user root. With our system I?m not able to >> login as root. There is no apache access for this user. (a little >> special system). >> can I use the script the same way to give Superuser support to a >> Systemuser? >> >> Best Chris >> >> >> Lawrence McAbee wrote: >>> >>> >>> http://wiki.bestpractical.com/view/RecoverSuperUserRights >>> >>> >>> >>> Quoting Christian Forjahn : >>> >>>> Doesn?t anybody know howto give a User/Group admin permissions by >>>> editing the mysql database? Do you need more information? >>>> >>>> I use the script "rtimportldap.pl" to import groups from ldap into the >>>> mysql database. Now I want to be able to give a certain group admin >>>> permissions. As I cannot login with user root I want to do it directly >>>> in the database. >>>> >>>> Best Chris >>>> >>>> >>>> Christian Forjahn wrote: >>>>> Hi all. >>>>> >>>>> I have installed a rt 3.6.7 on a Linux Server. Now the problem is that >>>>> authentication is against a LDAP server running on this system. As I >>>>> configured the system to use the login on the webaccess as well as >>>>> login >>>>> on the rt I cannot give any admin permissions to anyone. >>>>> Which tables of the database have to be configured to give a >>>>> user/group >>>>> admin permissions? >>>>> >>>>> Thank you for your answer. >>>>> >>>>> Best Chris >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>> >>> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> >> > > > From barnesaw at ucrwcu.rwc.uc.edu Wed Jul 2 09:57:20 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 02 Jul 2008 09:57:20 -0400 Subject: [rt-users] Admin permissions In-Reply-To: <486B8327.8040500@collax.com> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> <20080702085210.sdhoos9uswokgwww@mail.mcabee.org> <486B8327.8040500@collax.com> Message-ID: <486B8940.8040506@ucrwcu.rwc.uc.edu> the root user you log into RT with is entirely different than the box's root user. Following that you can get into RT and assign rights in the web UI. Editing the database directly = VERY bad Christian Forjahn wrote: > Hi Lawrence. > > thanks for your answer. But when I understand correctly this gives > Superuser permissions to the user root. With our system I?m not able to > login as root. There is no apache access for this user. (a little > special system). > can I use the script the same way to give Superuser support to a Systemuser? > > Best Chris > > > Lawrence McAbee wrote: > >> http://wiki.bestpractical.com/view/RecoverSuperUserRights >> >> >> >> Quoting Christian Forjahn : >> >> >>> Doesn?t anybody know howto give a User/Group admin permissions by >>> editing the mysql database? Do you need more information? >>> >>> I use the script "rtimportldap.pl" to import groups from ldap into the >>> mysql database. Now I want to be able to give a certain group admin >>> permissions. As I cannot login with user root I want to do it directly >>> in the database. >>> >>> Best Chris >>> >>> >>> Christian Forjahn wrote: >>> >>>> Hi all. >>>> >>>> I have installed a rt 3.6.7 on a Linux Server. Now the problem is that >>>> authentication is against a LDAP server running on this system. As I >>>> configured the system to use the login on the webaccess as well as login >>>> on the rt I cannot give any admin permissions to anyone. >>>> Which tables of the database have to be configured to give a user/group >>>> admin permissions? >>>> >>>> Thank you for your answer. >>>> >>>> Best Chris >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From christian.forjahn at collax.com Wed Jul 2 10:04:25 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Wed, 02 Jul 2008 16:04:25 +0200 Subject: [rt-users] Admin permissions In-Reply-To: <486B8940.8040506@ucrwcu.rwc.uc.edu> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> <20080702085210.sdhoos9uswokgwww@mail.mcabee.org> <486B8327.8040500@collax.com> <486B8940.8040506@ucrwcu.rwc.uc.edu> Message-ID: <486B8AE9.8090604@collax.com> Drew Barnes wrote: > the root user you log into RT with is entirely different than the box's > root user. Following that you can get into RT and assign rights in the > web UI. Editing the database directly = VERY bad You are right. But the authentication is not rt?s authentication. I login using the ldap server. As root and admin are not in ldap and cannot be added i have to use a user. rt then uses the users loginname as authentication method. Is there a problem using the script to give a user superuser access. My aim is to have a user that can grant other users/groups permission to add queues etc. Best Chris. From tom at netspot.com.au Wed Jul 2 10:11:04 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Wed, 2 Jul 2008 23:41:04 +0930 Subject: [rt-users] Trouble with LDAP authentication (equivalent config) In-Reply-To: <98993.94795.qm@web63815.mail.re1.yahoo.com> References: <98993.94795.qm@web63815.mail.re1.yahoo.com> Message-ID: On 02/07/2008, at 10:43 PM, mailing list wrote: > --- On Tue, 7/1/08, Tom Lanyon wrote: > >> Do you have SELinux enabled? Check your /var/log/audit/audit.log for >> any 'denied' messages and repair them. You might need to create a >> policy which allows Apache (mod_perl) or FastCGI processes to connect >> to LDAP(S) via TCP. > > SELinux is disabled (from /etc/selinux/config) and I do not have > the /var/log/audit/audit.log file (this is for SELinux specifically > I take it?). > > Regards, > > > Mike Remember to CC the list. Yes, audit.log is created by auditd, the selinux auditing daemon. If that's not the case, I'm not sure as I haven't dealt with the LDAP authentication. However, I'd be checking the RT log for either errors loading the LDAP module being used (Net::LDAP?), or errors produced by that module. Also test whether Net::LDAP and RT::Authen::ExternalAuth are installed (and installed for the correct Perl). Regards, Tom From KFCrocker at lbl.gov Wed Jul 2 12:05:38 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 02 Jul 2008 09:05:38 -0700 Subject: [rt-users] Admin permissions In-Reply-To: <486B4545.2090109@collax.com> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> Message-ID: <486BA752.8070706@lbl.gov> Christian, I could do it in Oracle, if I wanted to take that risk. However, RT maintains extremely sensitive and volatile relationships between various tables to maintain consistency in the way those permissions work throughout RT that I find it way too risky to mess with permissions on a DataBase level. I find it easier, in the long term, to let RT do what RT does best when it comes to keeping it's own house in order. Also, I'm not sure if mysql has the same DB tables as Oracle so my list of those relationships may not help you. Sorry. Kenn LBNL On 7/2/2008 2:07 AM, Christian Forjahn wrote: > Doesn?t anybody know howto give a User/Group admin permissions by > editing the mysql database? Do you need more information? > > I use the script "rtimportldap.pl" to import groups from ldap into the > mysql database. Now I want to be able to give a certain group admin > permissions. As I cannot login with user root I want to do it directly > in the database. > > Best Chris > > > Christian Forjahn wrote: >> Hi all. >> >> I have installed a rt 3.6.7 on a Linux Server. Now the problem is that >> authentication is against a LDAP server running on this system. As I >> configured the system to use the login on the webaccess as well as login >> on the rt I cannot give any admin permissions to anyone. >> Which tables of the database have to be configured to give a user/group >> admin permissions? >> >> Thank you for your answer. >> >> Best Chris >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From christian.forjahn at collax.com Wed Jul 2 14:58:27 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Wed, 2 Jul 2008 20:58:27 +0200 (CEST) Subject: [rt-users] Admin permissions In-Reply-To: <486BA752.8070706@lbl.gov> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> <486BA752.8070706@lbl.gov> Message-ID: <1284.RFYzVwMUAQw=.1215025107.squirrel@mail.collax.com> Kenneth, I found out that I have to write my own script like "rtimport.pl". this script involves a script to give groups SU permissions which is much better for my needs. As it uses only rt-internal-scripts to edit the database there should be no harm using it. As I will also implement a groupmapping and groupsync I will publish it after being tested. rtimport.pl's groupsync is no solution for me as every user found in ldap will be added to every group. What I need is a real sync between ldap and rt's database including SU permissions. I think it should be finished tomorow. Thanks everyone for the help. Best Chris > Christian, > > > I could do it in Oracle, if I wanted to take that risk. However, RT > maintains extremely sensitive and volatile relationships between various > tables to maintain consistency in the way those permissions work > throughout RT that I find it way too risky to mess with permissions on a > DataBase level. I find it easier, in the long term, to let RT do what RT > does best when it comes to keeping it's own house in order. Also, I'm > not sure if mysql has the same DB tables as Oracle so my list of those > relationships may not help you. Sorry. > > > Kenn > LBNL > > On 7/2/2008 2:07 AM, Christian Forjahn wrote: >> Doesn?t anybody know howto give a User/Group admin permissions by >> editing the mysql database? Do you need more information? >> >> I use the script "rtimportldap.pl" to import groups from ldap into the >> mysql database. Now I want to be able to give a certain group admin >> permissions. As I cannot login with user root I want to do it directly >> in the database. >> >> Best Chris >> >> >> Christian Forjahn wrote: >>> Hi all. >>> >>> I have installed a rt 3.6.7 on a Linux Server. Now the problem is that >>> authentication is against a LDAP server running on this system. As I >>> configured the system to use the login on the webaccess as well as >>> login >>> on the rt I cannot give any admin permissions to anyone. >>> Which tables of the database have to be configured to give a user/group >>> admin permissions? >>> >>> Thank you for your answer. >>> >>> Best Chris >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From christian.forjahn at collax.com Wed Jul 2 14:59:00 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Wed, 2 Jul 2008 20:59:00 +0200 (CEST) Subject: [rt-users] Admin permissions In-Reply-To: <486BA752.8070706@lbl.gov> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> <486BA752.8070706@lbl.gov> Message-ID: <1288.RFYzVwMUAQw=.1215025140.squirrel@mail.collax.com> Kenneth, I found out that I have to write my own script like "rtimport.pl". this script involves a script to give _groups_ SU permissions which is much better for my needs. As it uses only rt-internal-scripts to edit the database there should be no harm using it. As I will also implement a groupmapping and groupsync I will publish it after being tested. rtimport.pl's groupsync is no solution for me as every user found in ldap will be added to every group. What I need is a real sync between ldap and rt's database including SU permissions. I think it should be finished tomorow. Thanks everyone for the help. Best Chris > Christian, > > > I could do it in Oracle, if I wanted to take that risk. However, RT > maintains extremely sensitive and volatile relationships between various > tables to maintain consistency in the way those permissions work > throughout RT that I find it way too risky to mess with permissions on a > DataBase level. I find it easier, in the long term, to let RT do what RT > does best when it comes to keeping it's own house in order. Also, I'm > not sure if mysql has the same DB tables as Oracle so my list of those > relationships may not help you. Sorry. > > > Kenn > LBNL > > On 7/2/2008 2:07 AM, Christian Forjahn wrote: >> Doesn?t anybody know howto give a User/Group admin permissions by >> editing the mysql database? Do you need more information? >> >> I use the script "rtimportldap.pl" to import groups from ldap into the >> mysql database. Now I want to be able to give a certain group admin >> permissions. As I cannot login with user root I want to do it directly >> in the database. >> >> Best Chris >> >> >> Christian Forjahn wrote: >>> Hi all. >>> >>> I have installed a rt 3.6.7 on a Linux Server. Now the problem is that >>> authentication is against a LDAP server running on this system. As I >>> configured the system to use the login on the webaccess as well as >>> login >>> on the rt I cannot give any admin permissions to anyone. >>> Which tables of the database have to be configured to give a user/group >>> admin permissions? >>> >>> Thank you for your answer. >>> >>> Best Chris >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From blynch at ameliaschools.com Wed Jul 2 14:38:52 2008 From: blynch at ameliaschools.com (Bo Lynch) Date: Wed, 2 Jul 2008 14:38:52 -0400 (EDT) Subject: [rt-users] Question about migration Message-ID: <41236.65.161.127.93.1215023932.squirrel@ameliaschools.com> We currently use an open source solution called IRM for our ticket system. It uses a mysql database. Does anyone have any knowledge of migrating from IRM to RT. Any info would be greatly appreciated. Thanks -- Bo Lynch From chaim.rieger at gmail.com Wed Jul 2 15:24:59 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Wed, 02 Jul 2008 12:24:59 -0700 Subject: [rt-users] 3.8 release date Message-ID: <486BD60B.4020407@gmail.com> any ideas ? From chaim.rieger at gmail.com Wed Jul 2 15:25:29 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Wed, 02 Jul 2008 12:25:29 -0700 Subject: [rt-users] Admin permissions In-Reply-To: <1288.RFYzVwMUAQw=.1215025140.squirrel@mail.collax.com> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> <486BA752.8070706@lbl.gov> <1288.RFYzVwMUAQw=.1215025140.squirrel@mail.collax.com> Message-ID: <486BD629.2050803@gmail.com> Christian Forjahn wrote: > Kenneth, > > I found out that I have to write my own script like "rtimport.pl". this > script involves a script to give _groups_ SU permissions which is much > better for my needs. As it uses only rt-internal-scripts to edit the > database there should be no harm using it. > > As I will also implement a groupmapping and groupsync I will publish it > after being tested. rtimport.pl's groupsync is no solution for me as every > user found in ldap will be added to every group. What I need is a real > sync between ldap and rt's database including SU permissions. I think it > should be finished tomorow. > > Thanks everyone for the help. > > Best Chris > would like to take a peek at that when you get it done thanx From blynch at ameliaschools.com Wed Jul 2 15:40:33 2008 From: blynch at ameliaschools.com (Bo Lynch) Date: Wed, 2 Jul 2008 15:40:33 -0400 (EDT) Subject: [rt-users] Migration from another ticket system Message-ID: <47185.65.161.127.93.1215027633.squirrel@ameliaschools.com> We currently use an open source solution called IRM for our ticket system. It uses a mysql database. Does anyone have any knowledge of migrating from IRM to RT. Any info would be greatly appreciated. Thanks -- Bo Lynch From chaim.rieger at gmail.com Wed Jul 2 16:06:45 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Wed, 02 Jul 2008 13:06:45 -0700 Subject: [rt-users] Question about migration In-Reply-To: <41236.65.161.127.93.1215023932.squirrel@ameliaschools.com> References: <41236.65.161.127.93.1215023932.squirrel@ameliaschools.com> Message-ID: <486BDFD5.8020208@gmail.com> Bo Lynch wrote: > We currently use an open source solution called IRM for our ticket system. > It uses a mysql database. Does anyone have any knowledge of migrating from > IRM to RT. Any info would be greatly appreciated. > Thanks > are you using IRM for tickets onnly or alsoe for asset mgmt ? --Chaim Rieger From blynch at ameliaschools.com Wed Jul 2 16:08:39 2008 From: blynch at ameliaschools.com (Bo Lynch) Date: Wed, 2 Jul 2008 16:08:39 -0400 (EDT) Subject: [rt-users] Question about migration In-Reply-To: <486BDFD5.8020208@gmail.com> References: <41236.65.161.127.93.1215023932.squirrel@ameliaschools.com> <486BDFD5.8020208@gmail.com> Message-ID: <33307.65.161.127.93.1215029319.squirrel@ameliaschools.com> On Wed, July 2, 2008 4:06 pm, Chaim Rieger wrote: > Bo Lynch wrote: >> We currently use an open source solution called IRM for our ticket >> system. >> It uses a mysql database. Does anyone have any knowledge of migrating >> from >> IRM to RT. Any info would be greatly appreciated. >> Thanks >> > are you using IRM for tickets onnly or alsoe for asset mgmt ? > > --Chaim Rieger > We use IRM for tickets only. Bo From sunlist at yahoo.com Wed Jul 2 16:52:41 2008 From: sunlist at yahoo.com (mailing list) Date: Wed, 2 Jul 2008 13:52:41 -0700 (PDT) Subject: [rt-users] Trouble with LDAP authentication (equivalent config) In-Reply-To: Message-ID: <960680.61383.qm@web63802.mail.re1.yahoo.com> --- On Wed, 7/2/08, Tom Lanyon wrote: > Yes, audit.log is created by auditd, the selinux auditing daemon. > > If that's not the case, I'm not sure as I haven't dealt with the LDAP > authentication. However, I'd be checking the RT log for either errors > loading the LDAP module being used (Net::LDAP?), or errors produced by > that module. Also test whether Net::LDAP and RT::Authen::ExternalAuth > are installed (and installed for the correct Perl). I'm running perl 5.8.5 and I just installed the Net::LDAP (forgot) and configure the User_Local.pm file to use LDAP (matched that of prod.). rt_error returns the below, and I'm wondering if I need to reinstall fast-cgi? [Wed Jul 02 15:44:33 2008] [error] [client x.x.x.42] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Wed Jul 2 20:44:33 2008] [error]: FAILED LOGIN for mike from x.x.x.42 (/opt/rt3/share/html/autohandler:251), referer: http://rt-test.domain.com/ Currently, I'm using port 80 for my test RT server (instead of 443 for production server). Thanks. Mike From ruz at bestpractical.com Wed Jul 2 17:01:32 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 3 Jul 2008 01:01:32 +0400 Subject: [rt-users] 3.8 release date In-Reply-To: <486BD60B.4020407@gmail.com> References: <486BD60B.4020407@gmail.com> Message-ID: <589c94400807021401j438ded0aifaaa4b3cc99ef5b4@mail.gmail.com> soon. test RC and make it happen sooner :) On Wed, Jul 2, 2008 at 11:24 PM, Chaim Rieger wrote: > any ideas ? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From KFCrocker at lbl.gov Wed Jul 2 18:41:36 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 02 Jul 2008 15:41:36 -0700 Subject: [rt-users] Question about migration In-Reply-To: <41236.65.161.127.93.1215023932.squirrel@ameliaschools.com> References: <41236.65.161.127.93.1215023932.squirrel@ameliaschools.com> Message-ID: <486C0420.40607@lbl.gov> Bo, I know of no ready-built programs (unfortunately). However, RT offers CLI which allows you to create/edit/show tickets in RT outside of the WebUI. I have about 7k to 8k tickets I need to migrate from a home-grown system in Oracle to our current RT (3.6.4) in Oracle. My plan is to write some SQL code that will walk thru the "home-grown" DataBase and for each ticket it finds, execute some embedded CLI to map that data and create a new RT ticket. So, if you're the kinda person that gets all excited about writing new code and have any SQL and/or CLI experience, I'd be more than happy to collaborate with you on this task. Kenn LBNL On 7/2/2008 11:38 AM, Bo Lynch wrote: > We currently use an open source solution called IRM for our ticket system. > It uses a mysql database. Does anyone have any knowledge of migrating from > IRM to RT. Any info would be greatly appreciated. > Thanks From mike.peachey at jennic.com Thu Jul 3 04:16:14 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 03 Jul 2008 09:16:14 +0100 Subject: [rt-users] Trouble with LDAP authentication (equivalent config) In-Reply-To: <960680.61383.qm@web63802.mail.re1.yahoo.com> References: <960680.61383.qm@web63802.mail.re1.yahoo.com> Message-ID: <486C8ACE.3000604@jennic.com> mailing list wrote: > --- On Wed, 7/2/08, Tom Lanyon wrote: > >> Yes, audit.log is created by auditd, the selinux auditing daemon. >> >> If that's not the case, I'm not sure as I haven't dealt with the LDAP >> authentication. However, I'd be checking the RT log for either errors >> loading the LDAP module being used (Net::LDAP?), or errors produced by >> that module. Also test whether Net::LDAP and RT::Authen::ExternalAuth >> are installed (and installed for the correct Perl). > > I'm running perl 5.8.5 and I just installed the Net::LDAP (forgot) and configure the User_Local.pm file to use LDAP (matched that of prod.). > > rt_error returns the below, and I'm wondering if I need to reinstall > fast-cgi? > > [Wed Jul 02 15:44:33 2008] [error] [client x.x.x.42] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Wed Jul 2 20:44:33 2008] [error]: FAILED LOGIN for mike from x.x.x.42 (/opt/rt3/share/html/autohandler:251), referer: http://rt-test.domain.com/ You need to turn on debug-level logging to determine the cause. -- 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 Philipp.Rode at dimdi.de Thu Jul 3 06:26:43 2008 From: Philipp.Rode at dimdi.de (Rode, Philipp) Date: Thu, 3 Jul 2008 12:26:43 +0200 Subject: [rt-users] Automatic merging of Tickets with Scrips Message-ID: <2F0661D6B097BE4192927FB2171E7A29014247D6@galilei.pcnetz.dimdi.de> Hi there, in our company we are running 2 RTs. These 2 RTs are corresponding with each other. For example, when someone creates a new ticket on RT2 in the "RT1 queue", this ticket will be sent to RT1 where another ticket is created. When answering to this ticket on RT1, the answer is also sent to RT2, which recognizes the ticket ID correctly (because the subject is something like "[RT1 #321] [RT2 #123] ..."). The problem is that this doesn't work the other way around. Answers on RT2 are send to RT1, but because the email doesn't contain RT1's Ticket ID (the subject is just "[RT2 #123] ...") this creates a new ticket on RT1. What I want to do is check new tickets on RT1 for RT2's "ticket ID tag" ([RT2 #123]) in the subject, find the already existing ticket on RT1 and merge the two tickets. I already know how to find the ticket but I haven't been able to find out how to merge them. Any help would be appreciated. Thanks, Phil From Steve.Handscomb at alphagroup.aero Thu Jul 3 08:05:20 2008 From: Steve.Handscomb at alphagroup.aero (Steve Handscomb) Date: Thu, 3 Jul 2008 13:05:20 +0100 Subject: [rt-users] Delete a ticket Message-ID: Hi all, This is probably one of those times where I will press send, and about a second get the answer myself, nonetheless my question is "How do I delete a ticket?" I've checked and confirmed I do have the global right to DeleteTicket, but I cannot find it anywhere; I am expecting it to be near to "Comment, Reply, Resolve" but have searched high & low elsewhere. Could someone else point this out for me. (I realize that it doesn't actually delete it from the DB, merely marks it as "useless" or somesuch) Thanks Steve Please consider the environment before printing this email. Disclaimer This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Alpha Aviation Group Limited. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. We have taken precautions to minimize the risk of transmitting software viruses, but we advise you to carry out your own virus checks on any attachment to this message. We cannot accept liability for any loss or damage caused by software viruses. Alpha Aviation Group Ltd is a registered company in England and Wales. Registered Company Number: 05716948 Registered Address: 1 Lumley Street, Mayfair, London, W1K 6TT. VAT Number: GB 888 4787 37 From christian.forjahn at collax.com Thu Jul 3 08:26:53 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Thu, 03 Jul 2008 14:26:53 +0200 Subject: [rt-users] Delete a ticket In-Reply-To: References: Message-ID: <486CC58D.3020607@collax.com> Hi Steve. This is pretty simple. Add a comment and choose the "Status" "deleted" Best Chris Steve Handscomb wrote: > Hi all, > > This is probably one of those times where I will press send, and about a > second get the answer myself, nonetheless my question is "How do I > delete a ticket?" > > I've checked and confirmed I do have the global right to DeleteTicket, > but I cannot find it anywhere; I am expecting it to be near to "Comment, > Reply, Resolve" but have searched high & low elsewhere. > > Could someone else point this out for me. > > (I realize that it doesn't actually delete it from the DB, merely marks > it as "useless" or somesuch) > > Thanks > Steve > > > Please consider the environment before printing this email. > > Disclaimer > This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Alpha Aviation Group Limited. > > If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. > > We have taken precautions to minimize the risk of transmitting software viruses, but we advise you to carry out your own virus checks on any attachment to this message. We cannot accept liability for any loss or damage caused by software viruses. > > Alpha Aviation Group Ltd is a registered company in England and Wales. Registered Company Number: 05716948 > Registered Address: 1 Lumley Street, Mayfair, London, W1K 6TT. VAT Number: GB 888 4787 37 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From andy at NocOps.com Thu Jul 3 08:26:47 2008 From: andy at NocOps.com (Andy Coates) Date: Thu, 3 Jul 2008 13:26:47 +0100 Subject: [rt-users] Delete a ticket In-Reply-To: Message-ID: <0ab401c8dd08$0ffbb490$886bfd50@gno61bcdd6a1fe> Display the ticket, go to the "Basics" menu tab link, and in the Status field change it to "deleted" (or "dead" I think it was in RT2). Andy. rt-users-bounces at lists.bestpractical.com wrote: > Hi all, > > This is probably one of those times where I will press send, > and about a second get the answer myself, nonetheless my > question is "How do I delete a ticket?" > > I've checked and confirmed I do have the global right to > DeleteTicket, but I cannot find it anywhere; I am expecting > it to be near to "Comment, Reply, Resolve" but have searched > high & low elsewhere. > > Could someone else point this out for me. > > (I realize that it doesn't actually delete it from the DB, > merely marks it as "useless" or somesuch) > > Thanks > Steve > > > Please consider the environment before printing this email. > > Disclaimer > This email and its attachments may be confidential and are > intended solely for the use of the individual to whom it is > addressed. Any views or opinions expressed are solely those > of the author and do not necessarily represent those of Alpha > Aviation Group Limited. > > If you are not the intended recipient of this email and its > attachments, you must take no action based upon them, nor > must you copy or show them to anyone. Please contact the > sender if you believe you have received this email in error. > > We have taken precautions to minimize the risk of > transmitting software viruses, but we advise you to carry out > your own virus checks on any attachment to this message. We > cannot accept liability for any loss or damage caused by > software viruses. > > Alpha Aviation Group Ltd is a registered company in England > and Wales. Registered Company Number: 05716948 Registered > Address: 1 Lumley Street, Mayfair, London, W1K 6TT. VAT > Number: GB 888 4787 37 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales 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 Jul 3 08:29:57 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 3 Jul 2008 14:29:57 +0200 Subject: [rt-users] Delete a ticket In-Reply-To: References: Message-ID: <20080703122957.GD2928@easter-eggs.com> On Thu, Jul 03, 2008 at 01:05:20PM +0100, Steve Handscomb wrote: > Hi all, > > This is probably one of those times where I will press send, and about a > second get the answer myself, nonetheless my question is "How do I > delete a ticket?" > > I've checked and confirmed I do have the global right to DeleteTicket, > but I cannot find it anywhere; I am expecting it to be near to "Comment, > Reply, Resolve" but have searched high & low elsewhere. > To delete, you just have to change the ticket status to deleted in ticket basics. THe ticket isn't really deleted but marked as deleted and no longer shown in the UI. In 3.8, the included Schredder module (as an external module on cpan.org for 3.6) make it possible to really wipe out tickets from the DB. From jsmoriss at mvlan.net Thu Jul 3 08:34:38 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Thu, 3 Jul 2008 12:34:38 +0000 Subject: [rt-users] Query for Created 'Last Month'? Message-ID: <20080703123438.GB639@zaphod.mvlan.net> Hi everyone, I'm not very good with SQL queries, so I'm having trouble constructing a URL like this to select all tickets from last month... http://rt.me.org/Search/Results.tsv?Order=DESC%7CDESC%7CDESC%7CASC&Query=%20Created%20%3E%20'2008-06-01'%20AND%20Created%20%3C%20'2008-06-30'&...etc... It would be nice if "Created = 'Last Month'" would work, but of course, it doesn't. :-) Any ideas? js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From Martin.Lee at Ticketmaster.co.uk Thu Jul 3 08:29:06 2008 From: Martin.Lee at Ticketmaster.co.uk (Martin Lee) Date: Thu, 3 Jul 2008 13:29:06 +0100 Subject: [rt-users] Delete a ticket In-Reply-To: References: Message-ID: <159DE994BDEF8E47A28D88E3D1BB619402B7B55A@MANUK-EXB-AV1.ticketmaster.corp> Go to Jumbo and change the status of the message to Deleted. You were right after all ;-) Martin -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Handscomb Sent: 03 July 2008 13:05 To: RT-Users at lists.bestpractical.com Subject: [rt-users] Delete a ticket Hi all, This is probably one of those times where I will press send, and about a second get the answer myself, nonetheless my question is "How do I delete a ticket?" I've checked and confirmed I do have the global right to DeleteTicket, but I cannot find it anywhere; I am expecting it to be near to "Comment, Reply, Resolve" but have searched high & low elsewhere. Could someone else point this out for me. (I realize that it doesn't actually delete it from the DB, merely marks it as "useless" or somesuch) Thanks Steve Please consider the environment before printing this email. Disclaimer This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Alpha Aviation Group Limited. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. We have taken precautions to minimize the risk of transmitting software viruses, but we advise you to carry out your own virus checks on any attachment to this message. We cannot accept liability for any loss or damage caused by software viruses. Alpha Aviation Group Ltd is a registered company in England and Wales. Registered Company Number: 05716948 Registered Address: 1 Lumley Street, Mayfair, London, W1K 6TT. VAT Number: GB 888 4787 37 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From alewis at systemsfusion.com Thu Jul 3 08:46:09 2008 From: alewis at systemsfusion.com (Andrew Lewis) Date: Thu, 3 Jul 2008 14:46:09 +0200 Subject: [rt-users] Customers can set AdminCCs on tickets Message-ID: <9D72FD0ABDCAB8459EAC2C48EFC168140B9C72@DCX1.sf-jhb.sysfusion.net> On my RT system (3.6.6), which is undesirable. I've been unable to figure out why this is. Here are the rights which we've granted the group they're in: OwnTicket (Immediately became suspicious of this, but revoking this right seems ineffective) ReplyToTicket SeeQueue ShowTicket Any ideas would be appreciated. Best, -AL. -------------- next part -------------- An HTML attachment was scrubbed... URL: From caglar at ulakbim.gov.tr Thu Jul 3 08:50:22 2008 From: caglar at ulakbim.gov.tr (Caglar) Date: Thu, 03 Jul 2008 15:50:22 +0300 Subject: [rt-users] RT Ticket creation Message-ID: <486CCB0E.8010906@ulakbim.gov.tr> Hello everybody, I have just started to develop a web application with RT. But I have some problems that I couldn't solve . I will be so grateful to you, if anyone can help me. I have a php form in which users enter an incident and submit it. Then the app sends an email to the person in charge of the incident. I am storing the datas from the form to the Tickets and Users tables in the RT's database in order to create a ticket in RT. But the sad part is, when I login to the RT with my root account, I couldn't see the ticket that PHP app created from the RT's web interface . Php form inserts the datas to the database from the forms successfully. And my questions are: * Why RT doesn't see the datas that I've inserted into the RT's database? * How can I create a ticket outside the RT? * Does RT needs to modify a file in order to create a new ticket? * Can I use the RT's builtin ticket creation interface without authentication? FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD. Yours, ?ag(lar G?l?ehre ----------------------------- ?ag(lar G?l?ehre T?bitak Ulakbim BlackSea Interconnection -------------- next part -------------- An HTML attachment was scrubbed... URL: From Steve.Handscomb at alphagroup.aero Thu Jul 3 08:53:22 2008 From: Steve.Handscomb at alphagroup.aero (Steve Handscomb) Date: Thu, 3 Jul 2008 13:53:22 +0100 Subject: [rt-users] Delete a ticket References: Message-ID: Many thanks to all who answered this for me (Eric, Martin, Andy & Christian). It was hidden from sight, yet a little obvious ;-) Steve -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Handscomb Sent: 03 July 2008 13:05 To: RT-Users at lists.bestpractical.com Subject: [rt-users] Delete a ticket Hi all, This is probably one of those times where I will press send, and about a second get the answer myself, nonetheless my question is "How do I delete a ticket?" I've checked and confirmed I do have the global right to DeleteTicket, but I cannot find it anywhere; I am expecting it to be near to "Comment, Reply, Resolve" but have searched high & low elsewhere. Could someone else point this out for me. (I realize that it doesn't actually delete it from the DB, merely marks it as "useless" or somesuch) Thanks Steve Please consider the environment before printing this email. Disclaimer This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Alpha Aviation Group Limited. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. We have taken precautions to minimize the risk of transmitting software viruses, but we advise you to carry out your own virus checks on any attachment to this message. We cannot accept liability for any loss or damage caused by software viruses. Alpha Aviation Group Ltd is a registered company in England and Wales. Registered Company Number: 05716948 Registered Address: 1 Lumley Street, Mayfair, London, W1K 6TT. VAT Number: GB 888 4787 37 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Jul 3 09:01:00 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 03 Jul 2008 09:01:00 -0400 Subject: [rt-users] Automatic merging of Tickets with Scrips In-Reply-To: <2F0661D6B097BE4192927FB2171E7A29014247D6@galilei.pcnetz.dimdi.de> References: <2F0661D6B097BE4192927FB2171E7A29014247D6@galilei.pcnetz.dimdi.de> Message-ID: <486CCD8C.9050908@ucrwcu.rwc.uc.edu> You could look at http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages and modify to match subjects. Rode, Philipp wrote: > Hi there, > > in our company we are running 2 RTs. These 2 RTs are corresponding with > each other. For example, when someone creates a new ticket on RT2 in the > "RT1 queue", this ticket will be sent to RT1 where another ticket is > created. When answering to this ticket on RT1, the answer is also sent > to RT2, which recognizes the ticket ID correctly (because the subject is > something like "[RT1 #321] [RT2 #123] ..."). > > The problem is that this doesn't work the other way around. Answers on > RT2 are send to RT1, but because the email doesn't contain RT1's Ticket > ID (the subject is just "[RT2 #123] ...") this creates a new ticket on > RT1. > > What I want to do is check new tickets on RT1 for RT2's "ticket ID tag" > ([RT2 #123]) in the subject, find the already existing ticket on RT1 and > merge the two tickets. I already know how to find the ticket but I > haven't been able to find out how to merge them. > > Any help would be appreciated. > > Thanks, Phil > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From Steve.Handscomb at alphagroup.aero Thu Jul 3 09:05:33 2008 From: Steve.Handscomb at alphagroup.aero (Steve Handscomb) Date: Thu, 3 Jul 2008 14:05:33 +0100 Subject: [rt-users] The RT Book Message-ID: Hi - another from me..... Sorry to bombard...... How up to date & relevant is the RT book from O'Reilly? http://rtbook.bestpractical.com I'm very willing to buy a copy, but don't want to do so and find out it's far too outdated to be of use; I'm using 3.6.7 Thanks Steve Please consider the environment before printing this email. Disclaimer This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Alpha Aviation Group Limited. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. We have taken precautions to minimize the risk of transmitting software viruses, but we advise you to carry out your own virus checks on any attachment to this message. We cannot accept liability for any loss or damage caused by software viruses. Alpha Aviation Group Ltd is a registered company in England and Wales. Registered Company Number: 05716948 Registered Address: 1 Lumley Street, Mayfair, London, W1K 6TT. VAT Number: GB 888 4787 37 From ruz at bestpractical.com Thu Jul 3 09:14:07 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 3 Jul 2008 17:14:07 +0400 Subject: [rt-users] Query for Created 'Last Month'? In-Reply-To: <20080703123438.GB639@zaphod.mvlan.net> References: <20080703123438.GB639@zaphod.mvlan.net> Message-ID: <589c94400807030614p28d73594ye5ec13dc104ec47d@mail.gmail.com> Created > 'Last Month' On Thu, Jul 3, 2008 at 4:34 PM, Jean-Sebastien Morisset wrote: > Hi everyone, > > I'm not very good with SQL queries, so I'm having trouble constructing > a URL like this to select all tickets from last month... > > http://rt.me.org/Search/Results.tsv?Order=DESC%7CDESC%7CDESC%7CASC&Query=%20Created%20%3E%20'2008-06-01'%20AND%20Created%20%3C%20'2008-06-30'&...etc... > > It would be nice if "Created = 'Last Month'" would work, but of course, > it doesn't. :-) Any ideas? > > js. > -- > Jean-Sebastien Morisset, Sr. UNIX Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From elacour at easter-eggs.com Thu Jul 3 09:15:51 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 3 Jul 2008 15:15:51 +0200 Subject: [rt-users] Query for Created 'Last Month'? In-Reply-To: <20080703123438.GB639@zaphod.mvlan.net> References: <20080703123438.GB639@zaphod.mvlan.net> Message-ID: <20080703131551.GF2928@easter-eggs.com> On Thu, Jul 03, 2008 at 12:34:38PM +0000, Jean-Sebastien Morisset wrote: > Hi everyone, > > I'm not very good with SQL queries, so I'm having trouble constructing > a URL like this to select all tickets from last month... > > http://rt.me.org/Search/Results.tsv?Order=DESC%7CDESC%7CDESC%7CASC&Query=%20Created%20%3E%20'2008-06-01'%20AND%20Created%20%3C%20'2008-06-30'&...etc... > > It would be nice if "Created = 'Last Month'" would work, but of course, > it doesn't. :-) Any ideas? > Created > '1 month ago' ;) From jsmoriss at mvlan.net Thu Jul 3 09:17:23 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Thu, 3 Jul 2008 13:17:23 +0000 Subject: [rt-users] Query for Created 'Last Month'? In-Reply-To: <589c94400807030614p28d73594ye5ec13dc104ec47d@mail.gmail.com> References: <20080703123438.GB639@zaphod.mvlan.net> <589c94400807030614p28d73594ye5ec13dc104ec47d@mail.gmail.com> Message-ID: <20080703131723.GC3361@zaphod.mvlan.net> On Thu, Jul 03, 2008 at 05:14:07PM +0400, Ruslan Zakirov wrote: > Created > 'Last Month' Ruslan, Thanks, but that gives me this month too. :-) I tried the following, just in case, but it doesn't work... Created > 'Last Month' AND Created < 'This Month' js. > On Thu, Jul 3, 2008 at 4:34 PM, Jean-Sebastien Morisset > wrote: >> Hi everyone, >> >> I'm not very good with SQL queries, so I'm having trouble constructing >> a URL like this to select all tickets from last month... >> >> http://rt.me.org/Search/Results.tsv?Order=DESC%7CDESC%7CDESC%7CASC&Query=%20Created%20%3E%20'2008-06-01'%20AND%20Created%20%3C%20'2008-06-30'&...etc... >> >> It would be nice if "Created = 'Last Month'" would work, but of course, >> it doesn't. :-) Any ideas? >> >> js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From ruz at bestpractical.com Thu Jul 3 09:29:46 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 3 Jul 2008 17:29:46 +0400 Subject: [rt-users] Query for Created 'Last Month'? In-Reply-To: <20080703131723.GC3361@zaphod.mvlan.net> References: <20080703123438.GB639@zaphod.mvlan.net> <589c94400807030614p28d73594ye5ec13dc104ec47d@mail.gmail.com> <20080703131723.GC3361@zaphod.mvlan.net> Message-ID: <589c94400807030629j48237e8dq447b083967e53e5b@mail.gmail.com> ok, then http://search.cpan.org/dist/Time-modules/lib/Time/ParseDate.pm needs patching. On Thu, Jul 3, 2008 at 5:17 PM, Jean-Sebastien Morisset wrote: > On Thu, Jul 03, 2008 at 05:14:07PM +0400, Ruslan Zakirov wrote: >> Created > 'Last Month' > > Ruslan, > > Thanks, but that gives me this month too. :-) I tried the following, > just in case, but it doesn't work... > > Created > 'Last Month' AND Created < 'This Month' > > js. > >> On Thu, Jul 3, 2008 at 4:34 PM, Jean-Sebastien Morisset >> wrote: >>> Hi everyone, >>> >>> I'm not very good with SQL queries, so I'm having trouble constructing >>> a URL like this to select all tickets from last month... >>> >>> http://rt.me.org/Search/Results.tsv?Order=DESC%7CDESC%7CDESC%7CASC&Query=%20Created%20%3E%20'2008-06-01'%20AND%20Created%20%3C%20'2008-06-30'&...etc... >>> >>> It would be nice if "Created = 'Last Month'" would work, but of course, >>> it doesn't. :-) Any ideas? >>> >>> js. > > -- > Jean-Sebastien Morisset, Sr. UNIX Administrator > -- Best regards, Ruslan. From Steve.Handscomb at alphagroup.aero Thu Jul 3 09:42:40 2008 From: Steve.Handscomb at alphagroup.aero (Steve Handscomb) Date: Thu, 3 Jul 2008 14:42:40 +0100 Subject: [rt-users] Customers can set AdminCCs on tickets References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9C72@DCX1.sf-jhb.sysfusion.net> Message-ID: Hi, I'm brand new to this, so sorry if I end up misleading you, but I had the same issue yesterday (my 2nd day with RT) As well as the group your client is in, have you checked the System Groups in the Configuration->Queues->[your.queue]->Group Rights menu? There are three system groups (everyone, privileged and unprivileged) which you may have set the ModifyQueueWatchers right?? Again, sorry if I've misunderstood or mislead J Steve From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Lewis Sent: 03 July 2008 13:46 To: rt-users at lists.bestpractical.com Subject: [rt-users] Customers can set AdminCCs on tickets On my RT system (3.6.6), which is undesirable. I've been unable to figure out why this is. Here are the rights which we've granted the group they're in: OwnTicket (Immediately became suspicious of this, but revoking this right seems ineffective) ReplyToTicket SeeQueue ShowTicket Any ideas would be appreciated. Best, -AL. Please consider the environment before printing this email. Disclaimer This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Alpha Aviation Group Limited. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. We have taken precautions to minimize the risk of transmitting software viruses, but we advise you to carry out your own virus checks on any attachment to this message. We cannot accept liability for any loss or damage caused by software viruses. Alpha Aviation Group Ltd is a registered company in England and Wales. Registered Company Number: 05716948 Registered Address: 1 Lumley Street, Mayfair, London, W1K 6TT. VAT Number: GB 888 4787 37 -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexanderad at gmail.com Thu Jul 3 09:47:52 2008 From: alexanderad at gmail.com (AlexanderAD) Date: Thu, 3 Jul 2008 16:47:52 +0300 Subject: [rt-users] RT 3.6.6 and RTFM 2.2.1: no "content" field Message-ID: <7d4b96ba0807030647n10438ad6t1f728d730409525d@mail.gmail.com> Hello. I've successfully installed RTFM in my RT as descibed in RTFM's README: 2) Once RT appears to be happily installed, cd into the directory you unpacked RTFM into. 3) perl Makefile.PL 4) make install 5) make initdb 6) stop and start your web server After this RTFM's menu item appeared in RT in main menu and in configuration and I am able to manage classes, rights and custom fields without any problems or error messages. Only problem is that there is no "content" field in create/edit form. Eg: I can create or edit all fields in article except of content. (screenshot http://img95.imageshack.us/img95/7601/screenshotrq7.png) Any suggestions of similar situations, please? -- Alexander From elacour at easter-eggs.com Thu Jul 3 09:49:53 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 3 Jul 2008 15:49:53 +0200 Subject: [rt-users] RT Ticket creation In-Reply-To: <486CCB0E.8010906@ulakbim.gov.tr> References: <486CCB0E.8010906@ulakbim.gov.tr> Message-ID: <20080703134953.GG2928@easter-eggs.com> On Thu, Jul 03, 2008 at 03:50:22PM +0300, Caglar wrote: > Hello everybody, > Ehlo, > I have just started to develop a web application with RT. But I have > some problems > that I couldn't solve . I will be so grateful to you, if anyone can help me. > > I have a php form in which users enter an incident and submit it. > Then the app sends an > email to the person in charge of the incident. I am storing the datas > from the form to the > Tickets and Users tables in the RT's database in order to create a > ticket in RT. But the sad > part is, when I login to the RT with my root account, I couldn't see the > ticket that PHP app > created from the RT's web interface . Php form inserts the datas to the > database from the > forms successfully. And my questions are: > > * Why RT doesn't see the datas that I've inserted into the RT's > database? Because you probably mis-inserted it. > * How can I create a ticket outside the RT? Never use the DB directly, ever use the perl RT API or the command line "bin/rt" (in your case, maybe the rt command with a ticket template or the web interface with the Offline tool). > * Does RT needs to modify a file in order to create a new ticket? no. From derek at csolve.net Thu Jul 3 09:50:13 2008 From: derek at csolve.net (Derek Buttineau) Date: Thu, 3 Jul 2008 09:50:13 -0400 Subject: [rt-users] RT Ticket creation In-Reply-To: <486CCB0E.8010906@ulakbim.gov.tr> References: <486CCB0E.8010906@ulakbim.gov.tr> Message-ID: <0F1BAEC0-38B9-4A3D-9683-98683F70E7ED@csolve.net> On 2008-Jul-03, at 8:50 AM, Caglar wrote: > Hello everybody, > > I have just started to develop a web application with RT. But I > have some problems > that I couldn't solve . I will be so grateful to you, if anyone can > help me. > > I have a php form in which users enter an incident and submit > it. Then the app sends an > email to the person in charge of the incident. I am storing the > datas from the form to the > Tickets and Users tables in the RT's database in order to create a > ticket in RT. But the sad > part is, when I login to the RT with my root account, I couldn't see > the ticket that PHP app > created from the RT's web interface . Php form inserts the datas to > the database from the > forms successfully. And my questions are: > Why RT doesn't see the datas that I've inserted into the RT's > database? > How can I create a ticket outside the RT? > Does RT needs to modify a file in order to create a new ticket? > Can I use the RT's builtin ticket creation interface without > authentication? > FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD. Best not to directly modify the database, there are several tools that will let you interact with the database cleanly outside of the web interface including: The REST interface - If using Perl consider the RT::Client::REST library - http://search.cpan.org/~dams/RT-Client-REST-0.36/lib/RT/Client/REST.pm The RT Tool - http://wiki.bestpractical.com/view/UseRtTool The RT CLI libraries (if you were using Perl) - http://wiki.bestpractical.com/view/CliBasics Hope that helps. Derek -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jul 3 10:14:02 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 3 Jul 2008 18:14:02 +0400 Subject: [rt-users] The RT Book In-Reply-To: References: Message-ID: <589c94400807030714h6d3ef1b3iaa6672add0a4b081@mail.gmail.com> it's relevant. Just buy a copy to support development and new edition of the book that will be up to date :) On Thu, Jul 3, 2008 at 5:05 PM, Steve Handscomb wrote: > Hi - another from me..... Sorry to bombard...... > > How up to date & relevant is the RT book from O'Reilly? > http://rtbook.bestpractical.com > > I'm very willing to buy a copy, but don't want to do so and find out > it's far too outdated to be of use; I'm using 3.6.7 > > Thanks > Steve > > Please consider the environment before printing this email. [snip] This is PUBLIC mailing list :) so your very long disclaimer makes no sense. -- Best regards, Ruslan. From torsten.brumm at Kuehne-Nagel.com Thu Jul 3 10:19:16 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 3 Jul 2008 16:19:16 +0200 Subject: [rt-users] The RT Book Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93230@w3hamboex11.ger.win.int.kn> Hmm, it's slighly outdated (moist examples are from 3.4x) but they are running mostly also under actual versions. Go and buy it, it is cool! ;-) K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: RT-Users at lists.bestpractical.com Sent: Thu Jul 03 15:05:33 2008 Subject: [rt-users] The RT Book Hi - another from me..... Sorry to bombard...... How up to date & relevant is the RT book from O'Reilly? http://rtbook.bestpractical.com I'm very willing to buy a copy, but don't want to do so and find out it's far too outdated to be of use; I'm using 3.6.7 Thanks Steve Please consider the environment before printing this email. Disclaimer This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Alpha Aviation Group Limited. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. We have taken precautions to minimize the risk of transmitting software viruses, but we advise you to carry out your own virus checks on any attachment to this message. We cannot accept liability for any loss or damage caused by software viruses. Alpha Aviation Group Ltd is a registered company in England and Wales. Registered Company Number: 05716948 Registered Address: 1 Lumley Street, Mayfair, London, W1K 6TT. VAT Number: GB 888 4787 37 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 alewis at systemsfusion.com Thu Jul 3 10:28:15 2008 From: alewis at systemsfusion.com (Andrew Lewis) Date: Thu, 3 Jul 2008 16:28:15 +0200 Subject: [rt-users] Customers can set AdminCCs on tickets References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9C72@DCX1.sf-jhb.sysfusion.net> Message-ID: <9D72FD0ABDCAB8459EAC2C48EFC168140B9C74@DCX1.sf-jhb.sysfusion.net> Steve, Thankyou for your feedback. :) I do appreciate it. Unfortunately I couldn't find the 'ModifyQueueWatchers' right set anywhere. Anyone know of a way I can quickly check via the database if anyone has this right? Best, -AL. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Jul 3 10:31:53 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 3 Jul 2008 16:31:53 +0200 Subject: [rt-users] Query for Created 'Last Month'? In-Reply-To: <20080703131551.GF2928@easter-eggs.com> References: <20080703123438.GB639@zaphod.mvlan.net> <20080703131551.GF2928@easter-eggs.com> Message-ID: <20080703143152.GI2928@easter-eggs.com> On Thu, Jul 03, 2008 at 03:15:51PM +0200, Emmanuel Lacour wrote: > On Thu, Jul 03, 2008 at 12:34:38PM +0000, Jean-Sebastien Morisset wrote: > > It would be nice if "Created = 'Last Month'" would work, but of course, > > it doesn't. :-) Any ideas? > > > > Created > '1 month ago' > I didn't read your message enough, this isn't an answer to your request, sorry :( From jsmoriss at mvlan.net Thu Jul 3 10:46:10 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Thu, 3 Jul 2008 14:46:10 +0000 Subject: [rt-users] Query for Created 'Last Month'? In-Reply-To: <589c94400807030629j48237e8dq447b083967e53e5b@mail.gmail.com> References: <20080703123438.GB639@zaphod.mvlan.net> <589c94400807030614p28d73594ye5ec13dc104ec47d@mail.gmail.com> <20080703131723.GC3361@zaphod.mvlan.net> <589c94400807030629j48237e8dq447b083967e53e5b@mail.gmail.com> Message-ID: <20080703144610.GE3361@zaphod.mvlan.net> On Thu, Jul 03, 2008 at 05:29:46PM +0400, Ruslan Zakirov wrote: > ok, then http://search.cpan.org/dist/Time-modules/lib/Time/ParseDate.pm > needs patching. What do you think of this? # diff /usr/local/lib/perl5/site_perl/5.8.8/Time/ParseDate.pm-orig /usr/local/lib/perl5/site_perl/5.8.8/Time/ParseDate.pm 1095a1096,1100 > # 'this' case added by jsmoriss 2008/07/03 > } elsif ($$tr =~ s#^this\s+month(?:\s+|$ )##xi) { > &calc($rsr, $yr, $mr, $dr, $rdr, $now, "day", - (&righttime($now, %options))[ 3 ], %options); > printf "matched at %d.\n", __LINE__ if $debug; > return 1; js. > On Thu, Jul 3, 2008 at 5:17 PM, Jean-Sebastien Morisset > wrote: >> On Thu, Jul 03, 2008 at 05:14:07PM +0400, Ruslan Zakirov wrote: >>> Created > 'Last Month' >> >> Ruslan, >> >> Thanks, but that gives me this month too. :-) I tried the following, >> just in case, but it doesn't work... >> >> Created > 'Last Month' AND Created < 'This Month' >> >> js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From jesse at bestpractical.com Thu Jul 3 11:13:43 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 3 Jul 2008 18:13:43 +0300 Subject: [rt-users] The RT Book In-Reply-To: References: Message-ID: On Jul 3, 2008, at 4:05 PM, Steve Handscomb wrote: > Hi - another from me..... Sorry to bombard...... > > How up to date & relevant is the RT book from O'Reilly? > http://rtbook.bestpractical.com > > I'm very willing to buy a copy, but don't want to do so and find out > it's far too outdated to be of use; I'm using 3.6.7 While we've added features since the book was published, the essential structure of RT (including the tables and how access control, scrips and custom fields work) is all the same through 3.8. Jesse From jesse at bestpractical.com Thu Jul 3 11:18:39 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 3 Jul 2008 18:18:39 +0300 Subject: [rt-users] RT 3.6.6 and RTFM 2.2.1: no "content" field In-Reply-To: <7d4b96ba0807030647n10438ad6t1f728d730409525d@mail.gmail.com> References: <7d4b96ba0807030647n10438ad6t1f728d730409525d@mail.gmail.com> Message-ID: <6856F07E-F4DF-4BA3-B884-301955D123D8@bestpractical.com> On Jul 3, 2008, at 4:47 PM, AlexanderAD wrote: > Hello. > I've successfully installed RTFM in my RT as descibed in RTFM's > README: > > 2) Once RT appears to be happily installed, cd into the directory you > unpacked RTFM into. > 3) perl Makefile.PL > 4) make install > 5) make initdb > 6) stop and start your web server > > After this RTFM's menu item appeared in RT in main menu and in > configuration and I am able to manage classes, rights and custom > fields without any problems or error messages. > Only problem is that there is no "content" field in create/edit form. > Eg: I can create or edit all fields in article except of content. > (screenshot http://img95.imageshack.us/img95/7601/screenshotrq7.png) > Any suggestions of similar situations, please? > In RTFM, "Content" is just a custom field. Go into the admin UI and you can set one up. Best, Jesse > -- > Alexander > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 3 11:18:44 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 03 Jul 2008 11:18:44 -0400 Subject: [rt-users] Customers can set AdminCCs on tickets In-Reply-To: <9D72FD0ABDCAB8459EAC2C48EFC168140B9C74@DCX1.sf-jhb.sysfusion.net> References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9C72@DCX1.sf-jhb.sysfusion.net> <9D72FD0ABDCAB8459EAC2C48EFC168140B9C74@DCX1.sf-jhb.sysfusion.net> Message-ID: <486CEDD4.6060603@ucrwcu.rwc.uc.edu> Configuration -> Tools -> Rights Matrix? I have it on 3.6.5 but can't remember if I installed RTx::RightsMatrix from CPAN. Andrew Lewis wrote: > > Steve, > > Thankyou for your feedback. :) I do appreciate it. > > Unfortunately I couldn't find the 'ModifyQueueWatchers' right set > anywhere. Anyone know of a way I can quickly check via the database if > anyone has this right? > > Best, > -AL. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Thu Jul 3 11:20:23 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 03 Jul 2008 11:20:23 -0400 Subject: [rt-users] RT Ticket creation In-Reply-To: <486CCB0E.8010906@ulakbim.gov.tr> References: <486CCB0E.8010906@ulakbim.gov.tr> Message-ID: <486CEE37.4090409@ucrwcu.rwc.uc.edu> Simplest route is to have that form send an email with the requestor as the From and let RT do al lthe back-end work. Caglar wrote: > Hello everybody, > > I have just started to develop a web application with RT. But I > have some problems > that I couldn't solve . I will be so grateful to you, if anyone can > help me. > > I have a php form in which users enter an incident and submit it. > Then the app sends an > email to the person in charge of the incident. I am storing the datas > from the form to the > Tickets and Users tables in the RT's database in order to create a > ticket in RT. But the sad > part is, when I login to the RT with my root account, I couldn't see > the ticket that PHP app > created from the RT's web interface . Php form inserts the datas to > the database from the > forms successfully. And my questions are: > > * Why RT doesn't see the datas that I've inserted into the RT's > database? > * How can I create a ticket outside the RT? > * Does RT needs to modify a file in order to create a new ticket? > * Can I use the RT's builtin ticket creation interface without > authentication? > > FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD. > > Yours, > ?a?lar G?l?ehre > > ----------------------------- > ?a?lar G?l?ehre > T?bitak Ulakbim > BlackSea Interconnection > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Thu Jul 3 11:22:14 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 03 Jul 2008 11:22:14 -0400 Subject: [rt-users] RT 3.6.6 and RTFM 2.2.1: no "content" field In-Reply-To: <7d4b96ba0807030647n10438ad6t1f728d730409525d@mail.gmail.com> References: <7d4b96ba0807030647n10438ad6t1f728d730409525d@mail.gmail.com> Message-ID: <486CEEA6.3050701@ucrwcu.rwc.uc.edu> IIRC, you need to create custom fields and assign them to classes. AlexanderAD wrote: > Hello. > I've successfully installed RTFM in my RT as descibed in RTFM's README: > > 2) Once RT appears to be happily installed, cd into the directory you > unpacked RTFM into. > 3) perl Makefile.PL > 4) make install > 5) make initdb > 6) stop and start your web server > > After this RTFM's menu item appeared in RT in main menu and in > configuration and I am able to manage classes, rights and custom > fields without any problems or error messages. > Only problem is that there is no "content" field in create/edit form. > Eg: I can create or edit all fields in article except of content. > (screenshot http://img95.imageshack.us/img95/7601/screenshotrq7.png) > Any suggestions of similar situations, please? > > -- > Alexander > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From sunlist at yahoo.com Thu Jul 3 11:24:17 2008 From: sunlist at yahoo.com (mailing list) Date: Thu, 3 Jul 2008 08:24:17 -0700 (PDT) Subject: [rt-users] Trouble with LDAP authentication (equivalent config) In-Reply-To: <486C8ACE.3000604@jennic.com> Message-ID: <329019.88549.qm@web63808.mail.re1.yahoo.com> --- On Thu, 7/3/08, Mike Peachey wrote: [stuff deleted] > > I'm running perl 5.8.5 and I just installed the Net::LDAP (forgot) > > and configure the User_Local.pm file to use LDAP (matched that of > > prod.). > > > > rt_error returns the below, and I'm wondering if I need to reinstall > > fast-cgi? > > > > [Wed Jul 02 15:44:33 2008] [error] [client x.x.x.42] > FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" > stderr: [Wed Jul 2 20:44:33 2008] [error]: FAILED LOGIN for > mike from x.x.x.42 (/opt/rt3/share/html/autohandler:251), > referer: http://rt-test.domain.com/ > > You need to turn on debug-level logging to determine the cause. I turned the "DEBUG => 1" but the entry in the rt_error log file is the same as above. I've also recompile fast-cgi still no go (every time I made changes to RT, I stop apache, remove the cache, restart apache). tcpdump still shows the login page never send a request to the LDAP server. Is there a command or switch within RT that I can test (initiates) login without going through the web? (to make certain that RT uses Net::LDAP to initiates, etc.) Thanks. Mike From gleduc at mail.sdsu.edu Thu Jul 3 11:43:31 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 03 Jul 2008 08:43:31 -0700 Subject: [rt-users] RT Ticket creation In-Reply-To: <486CCB0E.8010906@ulakbim.gov.tr> References: <486CCB0E.8010906@ulakbim.gov.tr> Message-ID: <6.2.1.2.2.20080703083939.025aaeb0@mail.sdsu.edu> The most common way I've seen this done (user data -> php form -> RT ticket) is to have php do a sanity check on the form data and then e-mail it to RT. If you want the data shoved into custom fields, you can have an OnCreate scrip in RT do it and you never have to touch the database. Regards, Gene At 05:50 AM 7/3/2008, Caglar wrote: >Hello everybody, > > I have just started to develop a web application with RT. But I have > some problems >that I couldn't solve . I will be so grateful to you, if anyone can help me. > > I have a php form in which users enter an incident and submit it. > Then the app sends an >email to the person in charge of the incident. I am storing the datas from >the form to the >Tickets and Users tables in the RT's database in order to create a ticket >in RT. But the sad >part is, when I login to the RT with my root account, I couldn't see the >ticket that PHP app >created from the RT's web interface . Php form inserts the datas to the >database from the >forms successfully. And my questions are: > * Why RT doesn't see the datas that I've inserted into the RT's database? > * How can I create a ticket outside the RT? > * Does RT needs to modify a file in order to create a new ticket? > * Can I use the RT's builtin ticket creation interface without > authentication? >FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD. > >Yours, >?a lar G?l?ehre > >----------------------------- >?a lar G?l?ehre >T?bitak Ulakbim >BlackSea Interconnection > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 3 11:47:27 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Jul 2008 11:47:27 -0400 Subject: [rt-users] RT 3.6.6 and RTFM 2.2.1: no "content" field In-Reply-To: <7d4b96ba0807030647n10438ad6t1f728d730409525d@mail.gmail.com> References: <7d4b96ba0807030647n10438ad6t1f728d730409525d@mail.gmail.com> Message-ID: <7304A8B9-4D7E-4AF1-8BB7-5E8ACCB0A5DC@bestpractical.com> On Jul 3, 2008, at 9:47 AM, AlexanderAD wrote: > I've successfully installed RTFM in my RT as descibed in RTFM's > README: > > 2) Once RT appears to be happily installed, cd into the directory you > unpacked RTFM into. > 3) perl Makefile.PL > 4) make install > 5) make initdb > 6) stop and start your web server > > After this RTFM's menu item appeared in RT in main menu and in > configuration and I am able to manage classes, rights and custom > fields without any problems or error messages. > Only problem is that there is no "content" field in create/edit form. > Eg: I can create or edit all fields in article except of content. > (screenshot http://img95.imageshack.us/img95/7601/screenshotrq7.png) > Any suggestions of similar situations, please? If you continue reading the README, after the upgrade instructions it explains that you need to make a Custom Field that will hold your content. -kevin From etamme at gentel.net Thu Jul 3 11:50:58 2008 From: etamme at gentel.net (Eric Tamme) Date: Thu, 03 Jul 2008 11:50:58 -0400 Subject: [rt-users] RT reporting - Mean time to resolution Message-ID: <486CF562.1020804@gentel.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Are there any "canned" reports that exist for RT besides whats in the "tools" section? Im looking for some high quality reporting - our support Mgr asked me if this had a "mean time to resolution" report.. and a "mean time to resolution by priority" I know that I can go into the database and run sql queries, i just wanted to know if there were some predefined queries, or reporting addons anywhere? Thanks - -- Eric Tamme -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFIbPVi7CXjaJSx184RAptIAJ9iScvOUasuQiz6rE8QwigeJVEp1QCgutqV j43HgV9/jtCpUD8vwU2iRBQ= =OP4N -----END PGP SIGNATURE----- From damon at thinkingphones.com Thu Jul 3 12:29:45 2008 From: damon at thinkingphones.com (Damon Miller) Date: Thu, 3 Jul 2008 09:29:45 -0700 Subject: [rt-users] Automating mail alias on queue creation Message-ID: Hi all. I'm trying to automate email alias creation and deletion based on queue actions in RT and I'm wondering if anyone out there has any thoughts or suggestions. Basically the situation is this: I'm planning to offer RT instances to a number of user groups and I'd like to avoid maintaining MTA email aliases each time they change their queue configuration (create, delete, etc.). Originally I had hoped to have the MTA handle this but after trying Postfix, Sendmail, and Exim I've run out of ideas. (If interested, I tried regexp-based aliasing to route anything of the form "customer-queue at helpdesk.domain.tld" to RT's gateway, but I quickly hit limits in the various mailers' substitution and command execution code. I then tried a per-message-processing approach a-la Maildrop, but I really didn't want to be responsible for parsing every single message to figure out what queue it needs to reach.) My current thinking is perhaps I can use RT's Scrip functionality to trigger events on queue creation that will make the necessary MTA email alias changes. For example, if a user in instance "abcd" creates a queue called "hardware", create a new alias called "abcd-hardware" and pipe it to the appropriate "rt-mailgate". The actual "rt-mailgate" will live in a dedicated subdirectly of the form /opt/${customer}, e.g. /opt/abcd. The problem is I can't seem to find a way to trigger actions based on queue creation. If anyone has any suggestions I'd love to hear them. If there's a mechanism better suited to this than using a Scrip, by all means I'd love to hear about that as well. Thanks in advance, Damon P.S. I also solicited feedback from an MTA mailing list but so far there's been no response... -- Damon T. Miller Director of Application Services Thinking Phone Networks damon at thinkingphones.com 617-649-1388 (Office) From KFCrocker at lbl.gov Thu Jul 3 12:46:08 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 03 Jul 2008 09:46:08 -0700 Subject: [rt-users] Question about migration In-Reply-To: <1991.66.222.109.251.1215049900.squirrel@ameliaschools.com> References: <41236.65.161.127.93.1215023932.squirrel@ameliaschools.com> <486C0420.40607@lbl.gov> <1991.66.222.109.251.1215049900.squirrel@ameliaschools.com> Message-ID: <486D0250.4010306@lbl.gov> Bo, The RT Essentials book. That's where I am now. In fact, I tried to execute some CLI on my server (RT up and running) and when I keyed in a command, it said command unknown. So I have to try and figure out THAT first, then I can develop the code structure. If you dig into CLI and find something, let me know. If I get this up and running, I'll share the code with everyone. Thanks. Kenn LBNL On 7/2/2008 6:51 PM, Bo Lynch wrote: > On Wed, July 2, 2008 6:41 pm, Kenneth Crocker wrote: >> Bo, >> >> I know of no ready-built programs (unfortunately). However, RT offers >> CLI which allows you to create/edit/show tickets in RT outside of the >> WebUI. I have about 7k to 8k tickets I need to migrate from a home-grown >> system in Oracle to our current RT (3.6.4) in Oracle. My plan is to >> write some SQL code that will walk thru the "home-grown" DataBase and >> for each ticket it finds, execute some embedded CLI to map that data and >> create a new RT ticket. So, if you're the kinda person that gets all >> excited about writing new code and have any SQL and/or CLI experience, >> I'd be more than happy to collaborate with you on this task. >> >> >> Kenn >> LBNL >> >> On 7/2/2008 11:38 AM, Bo Lynch wrote: >>> We currently use an open source solution called IRM for our ticket >>> system. >>> It uses a mysql database. Does anyone have any knowledge of migrating >>> from >>> IRM to RT. Any info would be greatly appreciated. >>> Thanks > Ken, > > Unfortunatly, I have never coded SQL or CLI. I do understand most coding > structures though and am proficient in scripting languages like > python,awk,bash and a little perl. I know that I probably don't have the > experience that one would like to assist in this task but would be happy > to help in any way and learn. Where is a good place to start to understand > the coding aspect of CLI and mysql? I > > From KFCrocker at lbl.gov Thu Jul 3 12:49:51 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 03 Jul 2008 09:49:51 -0700 Subject: [rt-users] Customers can set AdminCCs on tickets In-Reply-To: <9D72FD0ABDCAB8459EAC2C48EFC168140B9C72@DCX1.sf-jhb.sysfusion.net> References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9C72@DCX1.sf-jhb.sysfusion.net> Message-ID: <486D032F.80001@lbl.gov> Andrew, See the attached list of rights. It works for us. Kenn LBNL On 7/3/2008 5:46 AM, Andrew Lewis wrote: > On my RT system (3.6.6), which is undesirable. > > I've been unable to figure out why this is. Here are the rights which > we've granted the group they're in: > > OwnTicket (Immediately became suspicious of this, but revoking this > right seems ineffective) > ReplyToTicket > SeeQueue > ShowTicket > > Any ideas would be appreciated. > > Best, > -AL. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Rights.doc Type: application/msword Size: 57344 bytes Desc: not available URL: From mike.peachey at jennic.com Thu Jul 3 13:02:45 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 03 Jul 2008 18:02:45 +0100 Subject: [rt-users] Trouble with LDAP authentication (equivalent config) In-Reply-To: <329019.88549.qm@web63808.mail.re1.yahoo.com> References: <329019.88549.qm@web63808.mail.re1.yahoo.com> Message-ID: <486D0635.60407@jennic.com> mailing list wrote: > --- On Thu, 7/3/08, Mike Peachey wrote: > > [stuff deleted] > >>> I'm running perl 5.8.5 and I just installed the Net::LDAP (forgot) >>> and configure the User_Local.pm file to use LDAP (matched that of >>> prod.). >>> >>> rt_error returns the below, and I'm wondering if I need to reinstall >>> fast-cgi? >>> >>> [Wed Jul 02 15:44:33 2008] [error] [client x.x.x.42] >> FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" >> stderr: [Wed Jul 2 20:44:33 2008] [error]: FAILED LOGIN for >> mike from x.x.x.42 (/opt/rt3/share/html/autohandler:251), >> referer: http://rt-test.domain.com/ >> >> You need to turn on debug-level logging to determine the cause. > > I turned the "DEBUG => 1" but the entry in the rt_error log file is the same as above. I've also recompile fast-cgi still no go (every time I > made changes to RT, I stop apache, remove the cache, restart apache). > > tcpdump still shows the login page never send a request to the LDAP > server. Is there a command or switch within RT that I can test > (initiates) login without going through the web? (to make certain that > RT uses Net::LDAP to initiates, etc.) You have got the Auth callback that actually calls the LDAP code haven't you? It would be in $RTHOME/local/html/Callbacks I think. -- 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 marvs007 at gmail.com Thu Jul 3 13:58:25 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Fri, 4 Jul 2008 01:58:25 +0800 Subject: [rt-users] Right could not be revoked Message-ID: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> On global group rights, I am trying to revoke a "Super User" rights for grouname "Everyone" but resulted to "Right could not be revoked" error message. Please help! I'm using RT-3.6.x -------------- next part -------------- An HTML attachment was scrubbed... URL: From marvs007 at gmail.com Thu Jul 3 14:10:16 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Fri, 4 Jul 2008 02:10:16 +0800 Subject: [rt-users] delegating RT Remind Message-ID: <776d0ead0807031110p509bce90vf22c1061e0d08bdc@mail.gmail.com> How to delegate RT Remind? -------------- next part -------------- An HTML attachment was scrubbed... URL: From sunlist at yahoo.com Thu Jul 3 14:34:30 2008 From: sunlist at yahoo.com (mailing list) Date: Thu, 3 Jul 2008 11:34:30 -0700 (PDT) Subject: [rt-users] Trouble with LDAP authentication (equivalent config) In-Reply-To: <486D0635.60407@jennic.com> Message-ID: <834232.73921.qm@web63815.mail.re1.yahoo.com> --- On Thu, 7/3/08, Mike Peachey wrote: > You have got the Auth callback that actually calls the LDAP code > haven't you? It would be in $RTHOME/local/html/Callbacks I think. That was it, thank you. I copied the file for the LDAP callbacks from production machine and now it functions! What application/file installs the LDAP callbacks? (The dev. machine was installed with ExternalAuth, would this have remove the LDAP callbacks?). I'm just curious what puts the LDAP callbacks there. Thanks a million. (been troubleshooting this for some time) Mike From marvs007 at gmail.com Thu Jul 3 14:44:12 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Fri, 4 Jul 2008 02:44:12 +0800 Subject: [rt-users] custom ticket responder message Message-ID: <776d0ead0807031144t7a1bf18fx2ce9a21548a1843@mail.gmail.com> How can I create a custom ticket responder message if RT receives an email with specific subject? -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Jul 3 15:27:49 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 03 Jul 2008 12:27:49 -0700 Subject: [rt-users] RT reporting - Mean time to resolution In-Reply-To: <486CF562.1020804@gentel.net> References: <486CF562.1020804@gentel.net> Message-ID: <486D2835.4070001@lbl.gov> Eric, We just use the RT Search tool and create our own adhoc reports by dropping the results to an excel spread and then play with that. Nothing on a scheduled basis. I think RT 4.0 is supposed to have a complete reporting module, but that is a way off. Sorry I can be of more help. Kenn LBNL On 7/3/2008 8:50 AM, Eric Tamme wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Are there any "canned" reports that exist for RT besides whats in the > "tools" section? Im looking for some high quality reporting - our > support Mgr asked me if this had a "mean time to resolution" report.. > and a "mean time to resolution by priority" > > I know that I can go into the database and run sql queries, i just > wanted to know if there were some predefined queries, or reporting > addons anywhere? > > Thanks > - -- > Eric Tamme > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.6 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iD8DBQFIbPVi7CXjaJSx184RAptIAJ9iScvOUasuQiz6rE8QwigeJVEp1QCgutqV > j43HgV9/jtCpUD8vwU2iRBQ= > =OP4N > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Thu Jul 3 15:31:18 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 03 Jul 2008 12:31:18 -0700 Subject: [rt-users] Right could not be revoked In-Reply-To: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> References: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> Message-ID: <486D2906.6010909@lbl.gov> Marvin, I've never seen THAT before. That could certainly open the floodgates to a lot of people messing with other peoples stuff and cause some major migrain headaches. How did that happen in the first place? Did you sign in as root or what? Kenn LBNL On 7/3/2008 10:58 AM, Marvin Santos wrote: > On global group rights, I am trying to revoke a "Super User" rights for > grouname "Everyone" but resulted to "Right could not be revoked" error > message. Please help! > > I'm using RT-3.6.x > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From marvs007 at gmail.com Thu Jul 3 15:43:46 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Fri, 4 Jul 2008 03:43:46 +0800 Subject: [rt-users] Right could not be revoked In-Reply-To: <486D2906.6010909@lbl.gov> References: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> <486D2906.6010909@lbl.gov> Message-ID: <776d0ead0807031243w1955355dy56b310d1a3966ff1@mail.gmail.com> I signed it as an admin user not as root. Unfortunately, I wasn't the one who initially setup RT. I'm just taking over the management from the resigned company admin. On Fri, Jul 4, 2008 at 3:31 AM, Kenneth Crocker wrote: > Marvin, > > > I've never seen THAT before. That could certainly open the > floodgates to a lot of people messing with other peoples stuff and cause > some major migrain headaches. How did that happen in the first place? Did > you sign in as root or what? > > > Kenn > LBNL > > On 7/3/2008 10:58 AM, Marvin Santos wrote: > >> On global group rights, I am trying to revoke a "Super User" rights for >> grouname "Everyone" but resulted to "Right could not be revoked" error >> message. Please help! >> >> I'm using RT-3.6.x >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 handscomb.net Thu Jul 3 17:08:05 2008 From: steve at handscomb.net (Steve Handscomb) Date: Thu, 3 Jul 2008 22:08:05 +0100 Subject: [rt-users] The RT Book Message-ID: Ruslan> This is PUBLIC mailing list :) so your very long disclaimer makes no sense. I have no ability to remove that disclaimer as it's done upstream of our office/network. So I simply unsubscribed and resubscribed from another account. Apologies for the pollution ;-) From tom at netspot.com.au Thu Jul 3 18:58:01 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Fri, 4 Jul 2008 08:28:01 +0930 Subject: [rt-users] RT Ticket creation In-Reply-To: <486CCB0E.8010906@ulakbim.gov.tr> References: <486CCB0E.8010906@ulakbim.gov.tr> Message-ID: On 03/07/2008, at 10:20 PM, Caglar wrote: > Hello everybody, > > I have just started to develop a web application with RT. But I > have some problems > that I couldn't solve . I will be so grateful to you, if anyone can > help me. > > I have a php form in which users enter an incident and submit it. > Then the app sends an > email to the person in charge of the incident. I am storing the > datas from the form to the > Tickets and Users tables in the RT's database in order to create a > ticket in RT. But the sad > part is, when I login to the RT with my root account, I couldn't see > the ticket that PHP app > created from the RT's web interface . Php form inserts the datas to > the database from the > forms successfully. And my questions are: > > * Why RT doesn't see the datas that I've inserted into the RT's > database? > * How can I create a ticket outside the RT? > * Does RT needs to modify a file in order to create a new ticket? > * Can I use the RT's builtin ticket creation interface without > authentication? > > FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD. > > Yours, > ?ag(lar G?l?ehre You can't just populate the RT database without using the correct RT APIs. If you really want this done externally from RT you need to use the REST web API or write some perl modules which use the RT perl API. Regards, Tom From tom at netspot.com.au Thu Jul 3 19:14:30 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Fri, 4 Jul 2008 08:44:30 +0930 Subject: [rt-users] Automating mail alias on queue creation In-Reply-To: References: Message-ID: <13974D06-105B-4546-9225-20A5B58799FC@netspot.com.au> On 04/07/2008, at 1:59 AM, Damon Miller wrote: > Hi all. I'm trying to automate email alias creation and deletion > based > on queue actions in RT and I'm wondering if anyone out there has any > thoughts or suggestions. Basically the situation is this: I'm > planning > to offer RT instances to a number of user groups and I'd like to avoid > maintaining MTA email aliases each time they change their queue > configuration (create, delete, etc.). > > If anyone has any suggestions I'd love to hear them. If there's a > mechanism better suited to this than using a Scrip, by all means I'd > love to hear about that as well. > > Thanks in advance, > > Damon > > P.S. I also solicited feedback from an MTA mailing list but so far > there's been no response... We do something similar on our dev environment. All our developers have their own Queues to play with named after them "Fred", "Bob", "Sally", etc. I didn't want to keep creating new mail aliases for each of these so I have one address: devrt at domain.com By default, this dumps tickets into the "General" queue, but uses mail extensions (devrt+user at domain.com) to assign tickets to users' own queues if supplied. The devrt alias on my MTA (I prefer Postfix / qmail) just calls an external script (if the +user extension is present): #!/usr/bin/perl use strict; use warnings; my $extension = lc $ENV{EXT2}; open(my $mailgate, '|-', "/bin/rt-mailgate --queue '\u $extension' ....") or die...; print $mailgate $_ while <>; This seems to work well and I believe it creates tickets in the General queue if an unknown Queue extension is given. Also, I haven't had to touch the MTA setup since the development environment was setup :). Regards, Tom From todd at chaka.net Thu Jul 3 23:48:51 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 3 Jul 2008 23:48:51 -0400 Subject: [rt-users] Migration from another ticket system In-Reply-To: <47185.65.161.127.93.1215027633.squirrel@ameliaschools.com> References: <47185.65.161.127.93.1215027633.squirrel@ameliaschools.com> Message-ID: <519782dc0807032048o6f7214a5j8ae464a566296460@mail.gmail.com> What does the schema for IRM look like? On Wed, Jul 2, 2008 at 3:40 PM, Bo Lynch wrote: > > We currently use an open source solution called IRM for our ticket system. > It uses a mysql database. Does anyone have any knowledge of migrating from > IRM to RT. Any info would be greatly appreciated. > Thanks > -- > Bo Lynch > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Fri Jul 4 01:14:41 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Thu, 3 Jul 2008 22:14:41 -0700 Subject: [rt-users] RT Reporting Project - Wishlist Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8AD0189@SR-ES-EMAIL01.canyonpartners.local> I remember an email going out from Jesse back in February regarding a Reporting Tool Project that someone was working on. Jesse had us submit ideas and wish lists. Is there any update on this? Thanks Sean McCreadie -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexanderad at gmail.com Fri Jul 4 02:36:33 2008 From: alexanderad at gmail.com (AlexanderAD) Date: Fri, 4 Jul 2008 09:36:33 +0300 Subject: [rt-users] RT 3.6.6 and RTFM 2.2.1: no "content" field In-Reply-To: <7d4b96ba0807030647n10438ad6t1f728d730409525d@mail.gmail.com> References: <7d4b96ba0807030647n10438ad6t1f728d730409525d@mail.gmail.com> Message-ID: <7d4b96ba0807032336p18d5d113m8125a4615ead9476@mail.gmail.com> Thank you all :) From sunnavy at bestpractical.com Fri Jul 4 03:04:31 2008 From: sunnavy at bestpractical.com (sunnavy) Date: Fri, 4 Jul 2008 15:04:31 +0800 Subject: [rt-users] RT Reporting Project - Wishlist In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8AD0189@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8AD0189@SR-ES-EMAIL01.canyonpartners.local> Message-ID: Hi Sean yeah, I worked on that, though haven't touched it for a while. I'm sorry to say, though it does implemented some wishes, they're primitive and rudimental, and the speed is not tested for real data yet, so not ready for real yet. Seems it need more love. btw, the svn of that is http://code.bestpractical.com/bps-public/RT-Extension-Reports On Jul 4, 2008, at 1:14 PM, Sean McCreadie wrote: > I remember an email going out from Jesse back in February regarding > a Reporting Tool Project that someone was working on. Jesse had us > submit ideas and wish lists. Is there any update on this? Thanks > > > Sean McCreadie > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 wishes sunnavy From elacour at easter-eggs.com Fri Jul 4 03:33:51 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 4 Jul 2008 09:33:51 +0200 Subject: [rt-users] custom ticket responder message In-Reply-To: <776d0ead0807031144t7a1bf18fx2ce9a21548a1843@mail.gmail.com> References: <776d0ead0807031144t7a1bf18fx2ce9a21548a1843@mail.gmail.com> Message-ID: <20080704073351.GB3877@easter-eggs.com> On Fri, Jul 04, 2008 at 02:44:12AM +0800, Marvin Santos wrote: > How can I create a custom ticket responder message if RT receives an email > with specific subject? You have to write your own condition scrip and template. You can maybe find help in examples of custom scrips/templates here http://wiki.bestpractical.com/view/Contributions. From mike.peachey at jennic.com Fri Jul 4 03:38:50 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 04 Jul 2008 08:38:50 +0100 Subject: [rt-users] Trouble with LDAP authentication (equivalent config) In-Reply-To: <834232.73921.qm@web63815.mail.re1.yahoo.com> References: <834232.73921.qm@web63815.mail.re1.yahoo.com> Message-ID: <486DD38A.7030407@jennic.com> mailing list wrote: > --- On Thu, 7/3/08, Mike Peachey wrote: > >> You have got the Auth callback that actually calls the LDAP code >> haven't you? It would be in $RTHOME/local/html/Callbacks I think. > > That was it, thank you. I copied the file for the LDAP callbacks from > production machine and now it functions! What application/file installs > the LDAP callbacks? (The dev. machine was installed with ExternalAuth, > would this have remove the LDAP callbacks?). I'm just curious what puts > the LDAP callbacks there. > > Thanks a million. (been troubleshooting this for some time) > > > Mike > > > > Technically nothing puts it there. ExternalAuth comes as an installable package and so would put a Callback in place, but it is a callback for the ExternalAuth package not the basic LDAP overlay. When using the manual overlay method you must put each file in place yourself. I would recommend you get a copy of the original Auth callback. Rather than mixing and matching between the old and the new. I'm not sure precisely where it is but I'm sure it's linked from http://wiki.bestpractical.com/view/OldLDAP -- 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 ruz at bestpractical.com Fri Jul 4 03:40:09 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Jul 2008 11:40:09 +0400 Subject: [rt-users] Right could not be revoked In-Reply-To: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> References: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> Message-ID: <589c94400807040040ge2ebda7o25c73180ef8d5832@mail.gmail.com> Try to grant yourself personal SuperUser right first and then revoke that right from everyone. On Thu, Jul 3, 2008 at 9:58 PM, Marvin Santos wrote: > On global group rights, I am trying to revoke a "Super User" rights for > grouname "Everyone" but resulted to "Right could not be revoked" error > message. Please help! > > I'm using RT-3.6.x > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 marvs007 at gmail.com Fri Jul 4 04:23:18 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Fri, 4 Jul 2008 16:23:18 +0800 Subject: [rt-users] Right could not be revoked In-Reply-To: <486D3BA9.5080604@gmail.com> References: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> <486D2906.6010909@lbl.gov> <486D3BA9.5080604@gmail.com> Message-ID: <776d0ead0807040123i2501ec6dw6e5e2b1736478f33@mail.gmail.com> "Everyone" group can't be assigned into a different group because this is a system-created group. I'm just seeing it on "Global Configuration." On Fri, Jul 4, 2008 at 4:50 AM, Chaim Rieger wrote: > try assigning rights for Everyone to a diff group and then removing the > Super User > > > Kenneth Crocker wrote: > >> Marvin, >> >> >> I've never seen THAT before. That could certainly open the >> floodgates to a lot of people messing with other peoples stuff and cause >> some major migrain headaches. How did that happen in the first place? Did >> you sign in as root or what? >> >> >> Kenn >> LBNL >> >> On 7/3/2008 10:58 AM, Marvin Santos wrote: >> >> >>> On global group rights, I am trying to revoke a "Super User" rights for >>> grouname "Everyone" but resulted to "Right could not be revoked" error >>> message. Please help! >>> >>> I'm using RT-3.6.x >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 marvs007 at gmail.com Fri Jul 4 04:23:51 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Fri, 4 Jul 2008 16:23:51 +0800 Subject: [rt-users] Right could not be revoked In-Reply-To: <589c94400807040040ge2ebda7o25c73180ef8d5832@mail.gmail.com> References: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> <589c94400807040040ge2ebda7o25c73180ef8d5832@mail.gmail.com> Message-ID: <776d0ead0807040123g2f685a88qee1dcd5bbf926e9@mail.gmail.com> My login account has a super-user right but to no avail. Any more hints? On Fri, Jul 4, 2008 at 3:40 PM, Ruslan Zakirov wrote: > Try to grant yourself personal SuperUser right first and then revoke > that right from everyone. > > On Thu, Jul 3, 2008 at 9:58 PM, Marvin Santos wrote: > > On global group rights, I am trying to revoke a "Super User" rights for > > grouname "Everyone" but resulted to "Right could not be revoked" error > > message. Please help! > > > > I'm using RT-3.6.x > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From marvs007 at gmail.com Fri Jul 4 21:09:23 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Sat, 5 Jul 2008 09:09:23 +0800 Subject: [rt-users] Right could not be revoked In-Reply-To: <776d0ead0807040123g2f685a88qee1dcd5bbf926e9@mail.gmail.com> References: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> <589c94400807040040ge2ebda7o25c73180ef8d5832@mail.gmail.com> <776d0ead0807040123g2f685a88qee1dcd5bbf926e9@mail.gmail.com> Message-ID: <776d0ead0807041809o4469d58bla1abd751a50f5d09@mail.gmail.com> By the way, each time I attempt to revoke the superuser rights, log message says: [Sat Jul 5 00:54:11 2008] [warning]: User not loaded. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1728) Please help. On Fri, Jul 4, 2008 at 4:23 PM, Marvin Santos wrote: > My login account has a super-user right but to no avail. Any more hints? > > > On Fri, Jul 4, 2008 at 3:40 PM, Ruslan Zakirov > wrote: > >> Try to grant yourself personal SuperUser right first and then revoke >> that right from everyone. >> >> On Thu, Jul 3, 2008 at 9:58 PM, Marvin Santos wrote: >> > On global group rights, I am trying to revoke a "Super User" rights for >> > grouname "Everyone" but resulted to "Right could not be revoked" error >> > message. Please help! >> > >> > I'm using RT-3.6.x >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> >> >> >> -- >> Best regards, Ruslan. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Sat Jul 5 07:53:25 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Sat, 5 Jul 2008 13:53:25 +0200 Subject: [rt-users] Permission problem when setting Depends On for ticket you do not have access to. Message-ID: <2d460de70807050453n1d8d26eex1b365d0fa755434a@mail.gmail.com> Hi all, I have the following situtation: User Alice has access to queue Foo, but not queue Bar. Alice files ticket #1337 in queue Bar. As she is the requestor, she may see that one ticket from Bar. Yet, Alice will not be able to make ticket #4711, which is in Foo, depend on #1337. This is the current state in our RT. We would, of course, want Alice be able to define these dependencies. This particular instance of RT is version 3.6.3. Thanks for all help, Richard From jesse at bestpractical.com Sun Jul 6 09:35:40 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 6 Jul 2008 15:35:40 +0200 Subject: [rt-users] [PATCH] Title page internationalization In-Reply-To: <200806110817.02339.vbar@comp.cz> References: <200806110817.02339.vbar@comp.cz> Message-ID: <20009FF0-EE9A-454A-8DA1-1461B86DA90C@bestpractical.com> On Jun 11, 2008, at 8:16 AM, Vaclav Barta wrote: > Hi, > > just playing with RT (3.6.6), and I see that it's localized to Czech > (great!) > but not quite - not even the front page... The text "RT for %1" in > Logo > element always shows in English - I know nothing about RT internals, > but > apparently there's some problem calling just "loc" for localization, > and > apparently it's widespread, because there already is a dedicated > thingy (I > know nothing about HTML::Mason either :-) ) "l" used for > localization, which > does localize - even in Logo (see the attached Logo.diff). A related > problem > is that the text "Best Practical Solutions, LLC corporate logo" isn't > localized - the attached cs.po.diff has the Czech text. I admit I > didn't > check outstanding RT bugs (nor the latest sources) - I hope I'm not > wasting > time here on an already fixed bug, but well, I did have time to > waste... :-) > I've been over this patch and I'm somewhat confused. I don't think there's any need to change the <&|/l&> to loc(''). the |/l filter is designed to be an html 'tag' wrapped around other html, whereas loc() is a perl function that wraps raw text strings. It's purely a stylistic difference in when you'd want one or the other. -jesse > Bye > Vasek > -- > http://www.mangrove.cz/ > Open Source integration > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sun Jul 6 16:15:26 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 6 Jul 2008 16:15:26 -0400 Subject: [rt-users] RT Question: Reporting, Any current add on packages In-Reply-To: <34B602EA1E0DA94090DF887A0267709E04E8493F@exch01.htc.edu> References: <34B602EA1E0DA94090DF887A0267709E04E8493F@exch01.htc.edu> Message-ID: On Jun 6, 2008, at 5:53 PM, Leal, Mario A. wrote: > Hello, > So, my boss stepped in and loves the test implementation of RT. > Looks like he?d want to use it. However, he doesn?t like the lite > reporting features. > > I was perusing the list for reporting packages and it seems > statistics3 is no longer in ?full? development. > > What is everyone doing for reporting? You know how bosses are. He > wants to be able to report on everything under the sun. We (BPS) created an RTx::ActivityReports and 3.8 adds automated dashboarding. Of course, at the end of the day, RT uses an SQL database and you can point a tool like Business Objects or Crystal at it. Best, Jesse > Thanks in Advance, > > Mario A. Leal, Jr. > Senior Systems Analyst > Huston-Tillotson University > 900 Chicon Street > Austin, TX 78702-2795 > 512.505.3009 (o) > 512.505.3190 (f) > maleal at htu.edu > > ****************** > Hear a beautiful rendition of The Star Spangled Banner: > http://www.youtube.com/watch?v=QKCVS57j284 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 howie at thingy.com Mon Jul 7 08:27:23 2008 From: howie at thingy.com (Howard Jones) Date: Mon, 07 Jul 2008 13:27:23 +0100 Subject: [rt-users] Disabling autoreplies for one (or a minority of) queues? Message-ID: <48720BAB.2070404@thingy.com> I have a need to stop autoreplies for a couple of queues in our RT system. I've found a couple of posts suggesting that creating a queue-specific 'Correspondence' template that's blank will disable autoreplies, but all I get is the normal global autoreply. Looking at RT::Action::Autoreply, I don't see anything that looks at the content of the template either, but I'm not too familiar with RT's guts. Is there some other part of this trick that I'm missing? (this is RT 3.6.4 on CentOS 4 with MySQL 4.1) Thanks for any pointers, Howie From todd at chaka.net Mon Jul 7 11:01:58 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 7 Jul 2008 11:01:58 -0400 Subject: [rt-users] Disabling autoreplies for one (or a minority of) queues? In-Reply-To: <48720BAB.2070404@thingy.com> References: <48720BAB.2070404@thingy.com> Message-ID: <519782dc0807070801y6ae1d93dm304947dced8c4f20@mail.gmail.com> You need to create a blank template called "Autoreply" in each queue that you want to turn off autoreplies. On Mon, Jul 7, 2008 at 8:27 AM, Howard Jones wrote: > I have a need to stop autoreplies for a couple of queues in our RT system. > > I've found a couple of posts suggesting that creating a queue-specific > 'Correspondence' template that's blank will disable autoreplies, but all > I get is the normal global autoreply. Looking at RT::Action::Autoreply, > I don't see anything that looks at the content of the template either, > but I'm not too familiar with RT's guts. > > Is there some other part of this trick that I'm missing? (this is RT > 3.6.4 on CentOS 4 with MySQL 4.1) > > Thanks for any pointers, > > Howie > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 7 11:49:42 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 07 Jul 2008 08:49:42 -0700 Subject: [rt-users] Disabling autoreplies for one (or a minority of) queues? In-Reply-To: <48720BAB.2070404@thingy.com> References: <48720BAB.2070404@thingy.com> Message-ID: <6.2.1.2.2.20080707084803.025f9828@mail.sdsu.edu> Hi Howie, To disable autoreplies, create a blank template in the desired queue(s) and name it Autoreply. Regards, Gene At 05:27 AM 7/7/2008, Howard Jones wrote: >I have a need to stop autoreplies for a couple of queues in our RT system. > >I've found a couple of posts suggesting that creating a queue-specific >'Correspondence' template that's blank will disable autoreplies, but all >I get is the normal global autoreply. Looking at RT::Action::Autoreply, >I don't see anything that looks at the content of the template either, >but I'm not too familiar with RT's guts. > >Is there some other part of this trick that I'm missing? (this is RT >3.6.4 on CentOS 4 with MySQL 4.1) > >Thanks for any pointers, > >Howie -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Mon Jul 7 12:53:38 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 07 Jul 2008 09:53:38 -0700 Subject: [rt-users] Right could not be revoked In-Reply-To: <776d0ead0807041809o4469d58bla1abd751a50f5d09@mail.gmail.com> References: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> <589c94400807040040ge2ebda7o25c73180ef8d5832@mail.gmail.com> <776d0ead0807040123g2f685a88qee1dcd5bbf926e9@mail.gmail.com> <776d0ead0807041809o4469d58bla1abd751a50f5d09@mail.gmail.com> Message-ID: <48724A12.2010006@lbl.gov> Marvin, I suspect there is a problem with the UserID you are signing on with. What DataBase do you have? Kenn LBNL On 7/4/2008 6:09 PM, Marvin Santos wrote: > By the way, each time I attempt to revoke the superuser rights, log > message says: > > [Sat Jul 5 00:54:11 2008] [warning]: User not loaded. > (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1728) > > Please help. > > On Fri, Jul 4, 2008 at 4:23 PM, Marvin Santos > wrote: > > My login account has a super-user right but to no avail. Any more hints? > > > On Fri, Jul 4, 2008 at 3:40 PM, Ruslan Zakirov > > wrote: > > Try to grant yourself personal SuperUser right first and then revoke > that right from everyone. > > On Thu, Jul 3, 2008 at 9:58 PM, Marvin Santos > > wrote: > > On global group rights, I am trying to revoke a "Super User" > rights for > > grouname "Everyone" but resulted to "Right could not be > revoked" error > > message. Please help! > > > > I'm using RT-3.6.x > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From marvs007 at gmail.com Mon Jul 7 12:56:35 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Tue, 8 Jul 2008 00:56:35 +0800 Subject: [rt-users] Right could not be revoked In-Reply-To: <48724A12.2010006@lbl.gov> References: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> <589c94400807040040ge2ebda7o25c73180ef8d5832@mail.gmail.com> <776d0ead0807040123g2f685a88qee1dcd5bbf926e9@mail.gmail.com> <776d0ead0807041809o4469d58bla1abd751a50f5d09@mail.gmail.com> <48724A12.2010006@lbl.gov> Message-ID: <776d0ead0807070956yacc0e06tac63a3150eda8fad@mail.gmail.com> I also used user ID 'root' but to no avail. I'm using mysql. I'm wondering if I can change group right for "Everyone" from mysql? If possible, how? On Tue, Jul 8, 2008 at 12:53 AM, Kenneth Crocker wrote: > Marvin, > > I suspect there is a problem with the UserID you are signing on > with. What DataBase do you have? > > > Kenn > LBNL > > > > > > On 7/4/2008 6:09 PM, Marvin Santos wrote: > >> By the way, each time I attempt to revoke the superuser rights, log >> message says: >> >> [Sat Jul 5 00:54:11 2008] [warning]: User not loaded. >> (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1728) >> >> Please help. >> >> On Fri, Jul 4, 2008 at 4:23 PM, Marvin Santos > marvs007 at gmail.com>> wrote: >> >> My login account has a super-user right but to no avail. Any more >> hints? >> >> >> On Fri, Jul 4, 2008 at 3:40 PM, Ruslan Zakirov >> > wrote: >> >> Try to grant yourself personal SuperUser right first and then >> revoke >> that right from everyone. >> >> On Thu, Jul 3, 2008 at 9:58 PM, Marvin Santos >> > wrote: >> > On global group rights, I am trying to revoke a "Super User" >> rights for >> > grouname "Everyone" but resulted to "Right could not be >> revoked" error >> > message. Please help! >> > >> > I'm using RT-3.6.x >> > >> > _______________________________________________ >> > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> >> >> >> -- >> Best regards, Ruslan. >> >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From anarcat at anarcat.ath.cx Mon Jul 7 13:23:33 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Mon, 7 Jul 2008 13:23:33 -0400 Subject: [rt-users] changing due dates (or other fields) on transactions Message-ID: <20080707172333.GB21473@mumia.anarcat.ath.cx> Hello! How would I go around making RT allow me to change the due dates and other fields when I update a ticket? a. -- Legislation should outlaw an advertiser's attempts to use its economic relationships with a media enterprise to influence the enterprise not to print or broadcast content that it would otherwise choose to present . . . . There is little reason to allow this use of economic power to censor others' speech and to block the public's access to information or viewpoints. - C. Edwin Baker -------------- 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 Mon Jul 7 13:31:33 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 07 Jul 2008 10:31:33 -0700 Subject: [rt-users] Right could not be revoked In-Reply-To: <776d0ead0807070956yacc0e06tac63a3150eda8fad@mail.gmail.com> References: <776d0ead0807031058k2ecdb637v3d7766501688683b@mail.gmail.com> <589c94400807040040ge2ebda7o25c73180ef8d5832@mail.gmail.com> <776d0ead0807040123g2f685a88qee1dcd5bbf926e9@mail.gmail.com> <776d0ead0807041809o4469d58bla1abd751a50f5d09@mail.gmail.com> <48724A12.2010006@lbl.gov> <776d0ead0807070956yacc0e06tac63a3150eda8fad@mail.gmail.com> Message-ID: <487252F5.4060900@lbl.gov> Marvin, I suggest that before we start playing with rights among ID's let's see what is set up at the source. When I have questions like this, I go into the DataBase to see what data is actually in the tables. That is what RT is responding to. So, if you're willing, go into your DataBase and look at the USERS Table (Select * from USERS;). right click and sort ascending the result by NAME. Find your name. Notice the ID. Now go into the GROUPS table (Select * from GROUPS where DOMAIN like 'ACLEquiv*';) and notice the ID for the ACL equivilent of YOUR ID. That is the group ID that your system rights should be under. Now look at the ACL Table (Select * from ACL where OBJECTTYPE like 'RT::System';). Right click and sort ascending the PRINCIPALID field. Find your 'ACLEquiv" ID and THAT will show your rights at the RT::Systems level. IF that right is NOT 'SuperUser', then that explains why you cannot do anything about those rights in terms of granting or revoking. Now right click and 'sort ascending' by 'RIGHTNAME'. This will list all those IDs that DO have superuser together and you can see who DOES have that right. Let me know what you find and then we can decide the best direction to go. Hope this helps. Kenn LBNL On 7/7/2008 9:56 AM, Marvin Santos wrote: > I also used user ID 'root' but to no avail. I'm using mysql. I'm > wondering if I can change group right for "Everyone" from mysql? If > possible, how? > > On Tue, Jul 8, 2008 at 12:53 AM, Kenneth Crocker > wrote: > > Marvin, > > I suspect there is a problem with the UserID you are signing > on with. What DataBase do you have? > > > Kenn > LBNL > > > > > > > On 7/4/2008 6:09 PM, Marvin Santos wrote: > > By the way, each time I attempt to revoke the superuser rights, > log message says: > > [Sat Jul 5 00:54:11 2008] [warning]: User not loaded. > (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1728) > > Please help. > > On Fri, Jul 4, 2008 at 4:23 PM, Marvin Santos > > >> wrote: > > My login account has a super-user right but to no avail. Any > more hints? > > > On Fri, Jul 4, 2008 at 3:40 PM, Ruslan Zakirov > > >> > wrote: > > Try to grant yourself personal SuperUser right first and > then revoke > that right from everyone. > > On Thu, Jul 3, 2008 at 9:58 PM, Marvin Santos > > >> wrote: > > On global group rights, I am trying to revoke a "Super > User" > rights for > > grouname "Everyone" but resulted to "Right could not be > revoked" error > > message. Please help! > > > > I'm using RT-3.6.x > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly > Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > > > > > ------------------------------------------------------------------------ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > > > From chrisc.email at abshernw.com Mon Jul 7 13:56:43 2008 From: chrisc.email at abshernw.com (Chris Crow) Date: Mon, 07 Jul 2008 10:56:43 -0700 Subject: [rt-users] RT reporting - Mean time to resolution In-Reply-To: <486CF562.1020804@gentel.net> References: <486CF562.1020804@gentel.net> Message-ID: <487258DB.4080504@abshernw.com> Eric Tamme wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Are there any "canned" reports that exist for RT besides whats in the > "tools" section? Im looking for some high quality reporting - our > support Mgr asked me if this had a "mean time to resolution" report.. > and a "mean time to resolution by priority" > > I know that I can go into the database and run sql queries, i just > wanted to know if there were some predefined queries, or reporting > addons anywhere? > > Thanks > - -- > Eric Tamme > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.6 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iD8DBQFIbPVi7CXjaJSx184RAptIAJ9iScvOUasuQiz6rE8QwigeJVEp1QCgutqV > j43HgV9/jtCpUD8vwU2iRBQ= > =OP4N > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > I built a really ugly script that accepts query string from a browser and prints out average time for resolution and open. It is a total hackjob, but your welcome to mess with it. Edit the file and take a look at the comments. You will need to change the username and password to connect to your rt database. You install the script by putting it in your cgi-bin directory and calling: http:///cgi-bin/OpenResolveReport.pl?datefrom=2008-07-01&dateto=2008-07-07 You can change the datefrom and dateto variables above to fit your needs. Also, I DID NOT SANITIZE THE SQL INPUT, SO THIS IS A HUGE SECURITY RISK, AT THE VERY LEAST, USE A USER ACCOUNT THAT ONLY HAS SELECT PERMISSIONS. -------------- next part -------------- A non-text attachment was scrubbed... Name: OpenResolveReport.pl Type: application/x-perl Size: 5190 bytes Desc: not available URL: From KFCrocker at lbl.gov Mon Jul 7 14:20:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 07 Jul 2008 11:20:13 -0700 Subject: [rt-users] changing due dates (or other fields) on transactions In-Reply-To: <20080707172333.GB21473@mumia.anarcat.ath.cx> References: <20080707172333.GB21473@mumia.anarcat.ath.cx> Message-ID: <48725E5D.9050905@lbl.gov> a. When you are in the ticket, click "Dates" and put in the appropriate date, then click "save changes". Kenn LBNL On 7/7/2008 10:23 AM, The Anarcat wrote: > Hello! > > How would I go around making RT allow me to change the due dates and > other fields when I update a ticket? > > a. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Mon Jul 7 14:21:46 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 07 Jul 2008 11:21:46 -0700 Subject: [rt-users] changing due dates (or other fields) on transactions In-Reply-To: <20080707172333.GB21473@mumia.anarcat.ath.cx> References: <20080707172333.GB21473@mumia.anarcat.ath.cx> Message-ID: <48725EBA.3060802@lbl.gov> a, sorry, I misread your note. Make sure you are in the group that has the "ModifyTicket" right. Kenn LBNL On 7/7/2008 10:23 AM, The Anarcat wrote: > Hello! > > How would I go around making RT allow me to change the due dates and > other fields when I update a ticket? > > a. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From anarcat at anarcat.ath.cx Mon Jul 7 14:47:25 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Mon, 7 Jul 2008 14:47:25 -0400 Subject: [rt-users] changing due dates (or other fields) on transactions In-Reply-To: <48725E5D.9050905@lbl.gov> References: <20080707172333.GB21473@mumia.anarcat.ath.cx> <48725E5D.9050905@lbl.gov> Message-ID: <20080707184725.GA9152@mumia.anarcat.ath.cx> Well, that's not what I'm looking for.. :) I know I can do that, what I would like to do is to expose *some* fields in the "Correspond/Reply" screen so that I don't have to click around as much. Right now I need to do this: 1. Click reply 2. fill in a reply 3. click update 4. click "Dates" 5. enter a date 6. click update I would like to do this: 1. click reply 2. fill in a reply and a due date 3. click update :) A. On Mon, Jul 07, 2008 at 11:20:13AM -0700, Kenneth Crocker wrote: > a. > > When you are in the ticket, click "Dates" and put in the appropriate > date, then click "save changes". > > > Kenn > LBNL > > On 7/7/2008 10:23 AM, The Anarcat wrote: >> Hello! >> >> How would I go around making RT allow me to change the due dates and >> other fields when I update a ticket? >> >> a. >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From marvs007 at gmail.com Mon Jul 7 15:08:54 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Tue, 8 Jul 2008 03:08:54 +0800 Subject: [rt-users] internal error 500 Message-ID: <776d0ead0807071208u6fe0c4f1m15be88185f2914b0@mail.gmail.com> I've just setup a new rt-3.6.7 on apache2 with fastcgi but received an internal server error 500 when trying to view the site. I looked over my server logs below: [Mon Jul 07 18:53:56 2008] [error] [client 10.110.18.3] FastCGI: comm with server "/usr/local/rt/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) [Mon Jul 07 18:53:56 2008] [error] [client 10.110.18.3] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt/bin/mason_handler.fcgi" I've followed the installation steps here: http://www.sun.com/bigadmin/features/articles/req_track_2.html Did I missed some thing? Thanks! Marvin. -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Mon Jul 7 15:58:08 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 07 Jul 2008 15:58:08 -0400 Subject: [rt-users] changing due dates (or other fields) on transactions In-Reply-To: <20080707184725.GA9152@mumia.anarcat.ath.cx> References: <20080707172333.GB21473@mumia.anarcat.ath.cx> <48725E5D.9050905@lbl.gov> <20080707184725.GA9152@mumia.anarcat.ath.cx> Message-ID: <48727550.7050206@ucrwcu.rwc.uc.edu> I've not looked into doing this (and won't have a chance today), but you could look at how Create.html has the Basics/details options and try to modify Update.html the same way. The Anarcat wrote: > Well, that's not what I'm looking for.. :) I know I can do that, what I > would like to do is to expose *some* fields in the "Correspond/Reply" > screen so that I don't have to click around as much. > > Right now I need to do this: > > 1. Click reply > 2. fill in a reply > 3. click update > 4. click "Dates" > 5. enter a date > 6. click update > > I would like to do this: > > 1. click reply > 2. fill in a reply and a due date > 3. click update > > :) > > A. > > On Mon, Jul 07, 2008 at 11:20:13AM -0700, Kenneth Crocker wrote: > >> a. >> >> When you are in the ticket, click "Dates" and put in the appropriate >> date, then click "save changes". >> >> >> Kenn >> LBNL >> >> On 7/7/2008 10:23 AM, The Anarcat wrote: >> >>> Hello! >>> >>> How would I go around making RT allow me to change the due dates and >>> other fields when I update a ticket? >>> >>> a. >>> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From chaim.rieger at gmail.com Mon Jul 7 16:49:27 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 07 Jul 2008 13:49:27 -0700 Subject: [rt-users] internal error 500 In-Reply-To: <776d0ead0807071208u6fe0c4f1m15be88185f2914b0@mail.gmail.com> References: <776d0ead0807071208u6fe0c4f1m15be88185f2914b0@mail.gmail.com> Message-ID: <48728157.8000500@gmail.com> Marvin Santos wrote: > I've just setup a new rt-3.6.7 on apache2 with fastcgi but received an > internal server error 500 when trying to view the site. I looked over > my server logs below: > > [Mon Jul 07 18:53:56 2008] [error] [client 10.110.18.3 > ] FastCGI: comm with server > "/usr/local/rt/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) > [Mon Jul 07 18:53:56 2008] [error] [client 10.110.18.3 > ] FastCGI: incomplete headers (0 bytes) received > from server "/usr/local/rt/bin/mason_handler.fcgi" > check the permissions on your rt dir -- -- Chaim Rieger From phillip.tan at pacificarena.travel Mon Jul 7 20:53:26 2008 From: phillip.tan at pacificarena.travel (Phillip Tan) Date: Tue, 8 Jul 2008 08:53:26 +0800 Subject: [rt-users] Recognise Modified Subject Tokens Message-ID: <22FD430388B9984092EB14523AFF9356012D510C@pamail.pno.localnet> Hi, I was wondering if there is a way to configure RT to 'recognise' email replies with modified Subject Tokens below as being from the same RT ticket? [rt.foo.com #1234] [rt.foo.com @1234] [rt.foo.com 1234] Thanks in advance. Phillip. Regards, Phillip Tan Pacific Arena Private Limited 200 Cantonment Road #04-05 Southpoint Singapore 089763 T: (65) 6317 2874 F: (65) 6317 2811 www.pricebreaker.travel www.pacificarena.travel Business Registration No.197600773W TA249 From aliase573201 at mac.com Mon Jul 7 23:33:25 2008 From: aliase573201 at mac.com (Tom Smith) Date: Mon, 07 Jul 2008 20:33:25 -0700 Subject: [rt-users] Which user/group should RT be using? Message-ID: <2386574E-46BD-413B-873D-5449C0D05816@mac.com> My RT installation is working very well, but there are some things that didn't go as expected--according to the documentation I used to install it. One of those things is the fact that RT didn't use the "rt" group I created during installation--instead, it used the web servers user/ group to set file permissions. My question is this: Does it matter if RT is using it's own group or that of the web server? From chaim.rieger at gmail.com Tue Jul 8 00:30:12 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Tue, 8 Jul 2008 04:30:12 +0000 Subject: [rt-users] Which user/group should RT be using? Message-ID: <970742065-1215491440-cardhu_decombobulator_blackberry.rim.net-1701200858-@bxe112.bisx.prod.on.blackberry> I always use the httpd group, no issues really What issues are you seeing/having ------Original Message------ From: Tom Smith Sender: rt-users-bounces at lists.bestpractical.com To: rt-users Sent: Jul 7, 2008 20:33 Subject: [rt-users] Which user/group should RT be using? My RT installation is working very well, but there are some things that didn't go as expected--according to the documentation I used to install it. One of those things is the fact that RT didn't use the "rt" group I created during installation--instead, it used the web servers user/ group to set file permissions. My question is this: Does it matter if RT is using it's own group or that of the web server? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Sent via BlackBerry from T-Mobile From aliase573201 at mac.com Tue Jul 8 01:01:37 2008 From: aliase573201 at mac.com (Tom Smith) Date: Mon, 07 Jul 2008 22:01:37 -0700 Subject: [rt-users] Which user/group should RT be using? In-Reply-To: <970742065-1215491440-cardhu_decombobulator_blackberry.rim.net-1701200858-@bxe112.bisx.prod.on.blackberry> References: <970742065-1215491440-cardhu_decombobulator_blackberry.rim.net-1701200858-@bxe112.bisx.prod.on.blackberry> Message-ID: <283F3DAF-0A75-44D3-A347-6C9DE95500E0@mac.com> I'm not seeing any issues. This one aspect of the installation just didn't go as expected based on what I read in the documentation, so wanted to double-check with the list to ensure I didn't miss anything. That, and I haven't really found anything specific defining which permission should be placed on which directories in the /opt/rt3 hierarchy. On Jul 7, 2008, at 9:30 PM, chaim.rieger at gmail.com wrote: > I always use the httpd group, no issues really > > What issues are you seeing/having > > > ------Original Message------ > From: Tom Smith > Sender: rt-users-bounces at lists.bestpractical.com > To: rt-users > Sent: Jul 7, 2008 20:33 > Subject: [rt-users] Which user/group should RT be using? > > My RT installation is working very well, but there are some things > that didn't go as expected--according to the documentation I used to > install it. > > One of those things is the fact that RT didn't use the "rt" group I > created during installation--instead, it used the web servers user/ > group to set file permissions. > > My question is this: Does it matter if RT is using it's own group or > that of the web server? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > Sent via BlackBerry from T-Mobile From blynch at ameliaschools.com Tue Jul 8 08:39:30 2008 From: blynch at ameliaschools.com (Bo Lynch) Date: Tue, 8 Jul 2008 08:39:30 -0400 (EDT) Subject: [rt-users] problems with install Message-ID: <32895.65.161.127.93.1215520770.squirrel@ameliaschools.com> Trying to install RT 3.6.7 on CentOS,MYSQL box. When trying to run the make initialize-database I get DBI connect(';host=localhost','root',...) failed: Access denied for user 'root'@'localhost' (using password: YES) at //opt/rt3/sbin/rt-setup-database line 105 Failed to connect to dbi:mysql:;host=localhost as root: Access denied for user 'root'@'localhost' (using password: YES) at //opt/rt3/sbin/rt-setup-database line 105, line 1. make: *** [initialize-database] Error 255 I am able to login to mysql as root with the password that I supplied with make. Could someone point me in the right direction. Thanks -- Bo From racinejp at vianet.ca Tue Jul 8 09:21:28 2008 From: racinejp at vianet.ca (J.P. Racine) Date: Tue, 08 Jul 2008 09:21:28 -0400 Subject: [rt-users] Requesting assistance. Message-ID: <487369D8.5070105@vianet.ca> Greetings everyone, We're having an issue with several versions of RT that are all fully functional aside from one aspect of operation. The brief description of the problem is that when you go to /Ticket/Display.html?id= from a search page (/Search/Build.html or /Search/Simple.html ) what appears to be happening is the search is saved in the session (normal) but it's getting queried on Display along with the other queries. This appears to be an extra query of no use with a limitless result set. This is problematic because however many records your search returns the display will try to load all the records into the web server using the same criteria until the process runs out of memory. Packaged OS Details: -Debian Etch - kernel 2.6.18-6-amd64 x86_64 GNU/Linux -apache2 2.2.3-4+etch4 -libapache2-mod-perl2 2.0.2-2.4 -mysql-server-5.0 5.0.51a-3~bpo40+1) -perl v5.8.8 From source: -libdbix-searchbuilder-perl_1.53-1 -libmodule-versions-report-perl_1.03-2 -libtext-quoted-perl-2.05-2 RT Versions Tested and Affected: 3.6.6, 3.7.85, 3.7.86, 3.8.0rc1 'make testdeps' in each RT version: PASSED Steps to reproduce this problem: 1) Start with a clean installation and clean database. 2) Create a few tickets in the default "General" queue as root. 3) Enable mysql query logging log = /var/log/mysql/mysql.log Note: Without query logging on the database server you may not notice it unless your search returned thousands of records. 4) Next, load the search page in your browser by adding search criteria and then selecting "Update format and Search" ( Search/Build.html with a listing of the result set of your search). For this example I created 2 test tickets with similar subjects and made my search the subject for the text 'e' which will match both of my tickets. 5) Select one of the result tickets (/Ticket/Display.html?id=...) 6) **BUG LOADED HERE** -- the search clause, which appears to be stored in the session are used on the following query. The actual query used to display the data is separate and is limited by the Ticket ID. Watch the query log for: 440 Query SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND (main.Subject LIKE '%e%') AND (main.EffectiveId = main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC As you can see the query will return as many records as it matches, potentially thousands or more. The same issue occurs regardless of the search criteria and will always have no limit - it's basically the same query as select count(*) when building the search results paging list, the displayed results also have the same but with a limit/offset. I can not seem to figure out why this is happening, the only reason I can think of as to why this query is needed is possibly some sort of count but the count is missing. This problem does not occur when you go to the link directly with no referring URL or a non search page, it only seems to happen when a search is saved in the session. Could someone please test this to see if this has been overlooked as most installations wouldn't show any symptom of the problem until there were a large enough result set to cause system memory exhaustion. Thank you in advance, J.P. Racine From racinejp at vianet.ca Tue Jul 8 11:35:16 2008 From: racinejp at vianet.ca (J.P. Racine) Date: Tue, 08 Jul 2008 11:35:16 -0400 Subject: [rt-users] problems with install In-Reply-To: <32895.65.161.127.93.1215520770.squirrel@ameliaschools.com> References: <32895.65.161.127.93.1215520770.squirrel@ameliaschools.com> Message-ID: <48738934.30706@vianet.ca> Bo, you need to edit the etc/RT_SiteConfig.pm file to include the database connection info ( as well as other critical config info ). Set($DatabaseName , 'rt3'); Set($DatabaseType , 'mysql'); Set($DatabaseUser, "root"); Set($DatabasePassword , 'yourpassword'); Have another look at the install doc - the RT_SiteConfig configuration step comes before initializing the db. Bo Lynch wrote: > Trying to install RT 3.6.7 on CentOS,MYSQL box. When trying to run the > make initialize-database I get > DBI connect(';host=localhost','root',...) failed: Access denied for user > 'root'@'localhost' (using password: YES) at > //opt/rt3/sbin/rt-setup-database line 105 > Failed to connect to dbi:mysql:;host=localhost as root: Access denied for > user 'root'@'localhost' (using password: YES) at > //opt/rt3/sbin/rt-setup-database line 105, line 1. > make: *** [initialize-database] Error 255 > > I am able to login to mysql as root with the password that I supplied with > make. Could someone point me in the right direction. > Thanks > From howie at thingy.com Tue Jul 8 11:53:02 2008 From: howie at thingy.com (Howard Jones) Date: Tue, 08 Jul 2008 16:53:02 +0100 Subject: [rt-users] No ReplyToTicket, but I can still reply? Message-ID: <48738D5E.3010901@thingy.com> (thanks for the pointers yesterday, by the way, all working now!) Hi again, As part of taming our RT system, I'm planning on renaming the General queue as Inbox, and removing the rights for support staff to reply directly from the General queue without filing the ticket in the appropriate queue first, coupled with a TakeOnCorrespond scrip. I've just removed the ReplyToTicket right from all users for the General queue, and the Rights Matrix extension (thanks again Todd) shows that I have no ReplyToTicket right, but I still get the Reply option in the menu, and it still works. What is going on? Where to start fault-finding? This is RT 3.6.4 Best Regards Howie From christian.forjahn at collax.com Tue Jul 8 12:13:17 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Tue, 08 Jul 2008 18:13:17 +0200 Subject: [rt-users] Admin permissions In-Reply-To: <486B8E5F.1000109@ucrwcu.rwc.uc.edu> References: <4869E543.20405@collax.com> <486B4545.2090109@collax.com> <20080702085210.sdhoos9uswokgwww@mail.mcabee.org> <486B8327.8040500@collax.com> <486B8940.8040506@ucrwcu.rwc.uc.edu> <486B8AE9.8090604@collax.com> <486B8E5F.1000109@ucrwcu.rwc.uc.edu> Message-ID: <4873921D.8060409@collax.com> sorry for the late reply. I sent the mail yesterday but it was only sent to Drew. I didn?t reply to all. Best Chris Groupmapping script. Hi there. I have just finished the groupmapping script. For you it needs to be adapted to your needs. It works like this: you have to know the groups in LDAP that have access to rt3. You have to know the members of these groups. The groups are added to rt3 if they have the permission. Otherwise the groups will be disabled. Same way with the Users. Then the Users will be added to the groups. In the last step admin permissions are granted to the admin groups. I hope it helps you too. Best Chris -------------- next part -------------- A non-text attachment was scrubbed... Name: ldap_rt_group_sync.pl Type: application/x-perl Size: 3517 bytes Desc: not available URL: From joncodis at gmail.com Tue Jul 8 12:16:54 2008 From: joncodis at gmail.com (Jon Codispoti) Date: Tue, 8 Jul 2008 09:16:54 -0700 Subject: [rt-users] Add comment via command line Message-ID: Hi Everyone, I've used "rt-crontool" to add comments to tickets based on a scheduled query and like that functionality. Is there a way to add comments to tickets on the fly using the "rt" CLI interface? I've looked at the help and examples and did not see anything obvious. Using version 3.6.3 here. Thanks in advance! -------------- next part -------------- An HTML attachment was scrubbed... URL: From joncodis at gmail.com Tue Jul 8 12:16:54 2008 From: joncodis at gmail.com (Jon Codispoti) Date: Tue, 8 Jul 2008 09:16:54 -0700 Subject: [rt-users] Add comment via command line Message-ID: Hi Everyone, I've used "rt-crontool" to add comments to tickets based on a scheduled query and like that functionality. Is there a way to add comments to tickets on the fly using the "rt" CLI interface? I've looked at the help and examples and did not see anything obvious. Using version 3.6.3 here. Thanks in advance! -------------- next part -------------- An HTML attachment was scrubbed... URL: From blynch at ameliaschools.com Tue Jul 8 12:58:30 2008 From: blynch at ameliaschools.com (Bo Lynch) Date: Tue, 8 Jul 2008 12:58:30 -0400 (EDT) Subject: [rt-users] problems with install In-Reply-To: <48738934.30706@vianet.ca> References: <32895.65.161.127.93.1215520770.squirrel@ameliaschools.com> <48738934.30706@vianet.ca> Message-ID: <34055.65.161.127.93.1215536310.squirrel@ameliaschools.com> OK i got that to work and installed RT and initialized the databse with no problems. But when I restart httpd it fails. In the error_log i get Tue Jul 08 13:03:31 2008] [error] \nRT couldn't load RT config file /etc/rt3/RT_SiteConfig.pm as:\n user: root \n group: root\n\nThe file is owned by user root and group root. \n\nThis usually means that the user/group your webserver is running\nas cannot read the file. Be careful not to make the permissions\non this file too liberal, because it contains database passwords.\nYou may need to put the webserver user in the appropriate group\n(root) or change permissions be able to run succesfully.\n\nUnrecognized character \\xE2 at /etc/rt3/RT_SiteConfig.pm line 32.\nCompilation failed in require at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 152.\nBEGIN failed--compilation aborted at /usr/sbin/webmux.pl line 78.\nCompilation failed in require at (eval 2) line 1.\n [Tue Jul 08 13:03:31 2008] [error] Can't load Perl file: /usr/sbin/webmux.pl for server 127.0.0.1:0, exiting... In my httpd conf file apache is the user that my webserver is running. The /usr/sbin/webmux.pl file exists and has permissions of 755 root.root. On Tue, July 8, 2008 11:35 am, J.P. Racine wrote: > Bo, you need to edit the etc/RT_SiteConfig.pm file to include the > database connection info ( as well as other critical config info ). > > Set($DatabaseName , 'rt3'); > Set($DatabaseType , 'mysql'); > Set($DatabaseUser, "root"); > Set($DatabasePassword , 'yourpassword'); > > Have another look at the install doc - the RT_SiteConfig configuration > step comes before initializing the db. > > Bo Lynch wrote: >> Trying to install RT 3.6.7 on CentOS,MYSQL box. When trying to run the >> make initialize-database I get >> DBI connect(';host=localhost','root',...) failed: Access denied for user >> 'root'@'localhost' (using password: YES) at >> //opt/rt3/sbin/rt-setup-database line 105 >> Failed to connect to dbi:mysql:;host=localhost as root: Access denied >> for >> user 'root'@'localhost' (using password: YES) at >> //opt/rt3/sbin/rt-setup-database line 105, line 1. >> make: *** [initialize-database] Error 255 >> >> I am able to login to mysql as root with the password that I supplied >> with >> make. Could someone point me in the right direction. >> Thanks >> > From todd at chaka.net Tue Jul 8 13:18:20 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 8 Jul 2008 13:18:20 -0400 Subject: [rt-users] No ReplyToTicket, but I can still reply? In-Reply-To: <48738D5E.3010901@thingy.com> References: <48738D5E.3010901@thingy.com> Message-ID: <519782dc0807081018s78bbd8c6h7b0ab82680281273@mail.gmail.com> Tooting my own horn: The RightsMatrix extension can show you exactly how a user gets a right. http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm On Tue, Jul 8, 2008 at 11:53 AM, Howard Jones wrote: > (thanks for the pointers yesterday, by the way, all working now!) > > Hi again, > > As part of taming our RT system, I'm planning on renaming the General > queue as Inbox, and removing the rights for support staff to reply > directly from the General queue without filing the ticket in the > appropriate queue first, coupled with a TakeOnCorrespond scrip. I've > just removed the ReplyToTicket right from all users for the General > queue, and the Rights Matrix extension (thanks again Todd) shows that I > have no ReplyToTicket right, but I still get the Reply option in the > menu, and it still works. > > What is going on? Where to start fault-finding? > > This is RT 3.6.4 > > Best Regards > > Howie > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 8 13:30:30 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 08 Jul 2008 10:30:30 -0700 Subject: [rt-users] No ReplyToTicket, but I can still reply? In-Reply-To: <48738D5E.3010901@thingy.com> References: <48738D5E.3010901@thingy.com> Message-ID: <4873A436.5090703@lbl.gov> Howard, You might want to look at what you granted globally to "Roles". WE allow the "ReplyToTicket" right globally to the Requestor AND the CC Watcher, since they might want to if they got something in the first place. Anyway, whatever you take away at the queue level can be ignored if the right has been granted at the global level to certain groups/roles, etc. Hope this helps. Kenn LBNL On 7/8/2008 8:53 AM, Howard Jones wrote: > (thanks for the pointers yesterday, by the way, all working now!) > > Hi again, > > As part of taming our RT system, I'm planning on renaming the General > queue as Inbox, and removing the rights for support staff to reply > directly from the General queue without filing the ticket in the > appropriate queue first, coupled with a TakeOnCorrespond scrip. I've > just removed the ReplyToTicket right from all users for the General > queue, and the Rights Matrix extension (thanks again Todd) shows that I > have no ReplyToTicket right, but I still get the Reply option in the > menu, and it still works. > > What is going on? Where to start fault-finding? > > This is RT 3.6.4 > > Best Regards > > Howie > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 8 13:48:36 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 08 Jul 2008 13:48:36 -0400 Subject: [rt-users] No ReplyToTicket, but I can still reply? In-Reply-To: <48738D5E.3010901@thingy.com> References: <48738D5E.3010901@thingy.com> Message-ID: <4873A874.2090709@ucrwcu.rwc.uc.edu> IIRC, ModifyTicket allows reply. I may be mistaken though. Howard Jones wrote: > (thanks for the pointers yesterday, by the way, all working now!) > > Hi again, > > As part of taming our RT system, I'm planning on renaming the General > queue as Inbox, and removing the rights for support staff to reply > directly from the General queue without filing the ticket in the > appropriate queue first, coupled with a TakeOnCorrespond scrip. I've > just removed the ReplyToTicket right from all users for the General > queue, and the Rights Matrix extension (thanks again Todd) shows that I > have no ReplyToTicket right, but I still get the Reply option in the > menu, and it still works. > > What is going on? Where to start fault-finding? > > This is RT 3.6.4 > > Best Regards > > Howie > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From maleal at htu.edu Tue Jul 8 13:51:32 2008 From: maleal at htu.edu (Leal, Mario A.) Date: Tue, 8 Jul 2008 12:51:32 -0500 Subject: [rt-users] RT DOWN - Error message starting Apache Message-ID: <34B602EA1E0DA94090DF887A0267709E04F7125E@exch01.htc.edu> Hello, I think YUM broke something last night. Upon a reboot today, apache will not start. In /var/log/httpd/error_log, I get this error: ---snip--- [Tue Jul 08 12:45:03 2008] [error] File::Temp version 0.18 required--this is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 50.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 50.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 68.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 68.\nCompilation failed in require at (eval 2) line 1.\n [Tue Jul 08 12:45:03 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server helpdesk.htu.edu:0, exiting... ---snip--- Can anyone give me advice as to the problem and possible fixes? This is a production server and it is down. Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) maleal at htu.edu ****************** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Tue Jul 8 13:46:51 2008 From: howie at thingy.com (Howard Jones) Date: Tue, 08 Jul 2008 18:46:51 +0100 Subject: [rt-users] No ReplyToTicket, but I can still reply? In-Reply-To: <519782dc0807081018s78bbd8c6h7b0ab82680281273@mail.gmail.com> References: <48738D5E.3010901@thingy.com> <519782dc0807081018s78bbd8c6h7b0ab82680281273@mail.gmail.com> Message-ID: <4873A80B.3070500@thingy.com> Todd Chapman wrote: > Tooting my own horn: > > The RightsMatrix extension can show you exactly how a user gets a right. > > http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm > I know :-) I'm using it already - it's very handy. But *it* says I don't have the right, which is what I thought was the case... Howie From KFCrocker at lbl.gov Tue Jul 8 13:58:46 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 08 Jul 2008 10:58:46 -0700 Subject: [rt-users] No ReplyToTicket, but I can still reply? In-Reply-To: <519782dc0807081018s78bbd8c6h7b0ab82680281273@mail.gmail.com> References: <48738D5E.3010901@thingy.com> <519782dc0807081018s78bbd8c6h7b0ab82680281273@mail.gmail.com> Message-ID: <4873AAD6.8060708@lbl.gov> Todd, You're right and you SHOULD toot your horn! (Blessed is he that toots his own horn. For he that does NOT toot his own horn, it will NOT be tooted!!!) HA! HA! An old proverb ;-). When I was using 3.4.4, Rights Matrix worked GREAT!. However, I'm having some trouble installing Rights Matrix in my 3.6.4 version. I've loaded everything OK in our /xxx/rt/src directory, but when I try to run the make install, it asks for the path. No matter what I type in, it doesn't like the path I give it (/xxx/rt/rt-3.6.4/lib). I've tried adding a slash at the end, just typing in the lib part and several other variations and it just doesn't work. I think I need to change something in one of the src files but don't know which one or why or what to change. Do you have any ideas? Thanks. Kenn LBNL On 7/8/2008 10:18 AM, Todd Chapman wrote: > Tooting my own horn: > > The RightsMatrix extension can show you exactly how a user gets a right. > > http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm > > On Tue, Jul 8, 2008 at 11:53 AM, Howard Jones wrote: >> (thanks for the pointers yesterday, by the way, all working now!) >> >> Hi again, >> >> As part of taming our RT system, I'm planning on renaming the General >> queue as Inbox, and removing the rights for support staff to reply >> directly from the General queue without filing the ticket in the >> appropriate queue first, coupled with a TakeOnCorrespond scrip. I've >> just removed the ReplyToTicket right from all users for the General >> queue, and the Rights Matrix extension (thanks again Todd) shows that I >> have no ReplyToTicket right, but I still get the Reply option in the >> menu, and it still works. >> >> What is going on? Where to start fault-finding? >> >> This is RT 3.6.4 >> >> Best Regards >> >> Howie >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 maleal at htu.edu Tue Jul 8 14:11:31 2008 From: maleal at htu.edu (Leal, Mario A.) Date: Tue, 8 Jul 2008 13:11:31 -0500 Subject: [rt-users] UPDATE: RT DOWN - Error message starting Apache Message-ID: <34B602EA1E0DA94090DF887A0267709E04F71266@exch01.htc.edu> I appreciate your responses. OK. I don't know exactly what caused it. I ran this command and apache started: ---snip--- perl -MCPAN -e 'install File::Temp' ---snip--- Everything seems to be normal. I would like to understand why it happened. How do you handle system updates? I use yum-updatesd as a service. BTW-My machine is a CentOS 5 box using Apache 2, MySQL 5 and perl 5.8.8 Thanks, again!! Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) maleal at htu.edu ****************** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 From: Leal, Mario A. Sent: Tuesday, July 08, 2008 12:52 PM To: 'rt-users at lists.bestpractical.com' Subject: RT DOWN - Error message starting Apache Hello, I think YUM broke something last night. Upon a reboot today, apache will not start. In /var/log/httpd/error_log, I get this error: ---snip--- [Tue Jul 08 12:45:03 2008] [error] File::Temp version 0.18 required--this is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 50.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 50.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 68.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 68.\nCompilation failed in require at (eval 2) line 1.\n [Tue Jul 08 12:45:03 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server helpdesk.htu.edu:0, exiting... ---snip--- Can anyone give me advice as to the problem and possible fixes? This is a production server and it is down. Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) maleal at htu.edu ****************** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jul 8 14:18:27 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 8 Jul 2008 14:18:27 -0400 Subject: [rt-users] RT DOWN - Error message starting Apache In-Reply-To: <34B602EA1E0DA94090DF887A0267709E04F7125E@exch01.htc.edu> References: <34B602EA1E0DA94090DF887A0267709E04F7125E@exch01.htc.edu> Message-ID: Mario, On Jul 8, 2008, at 1:51 PM, Leal, Mario A. wrote: > Hello, > I think YUM broke something last night. Upon a reboot today, apache > will not start. In /var/log/httpd/error_log, I get this error: > It sure does look that way. Start with: sudo perl -MCPAN -e'install File::Temp' > ---snip--- > [Tue Jul 08 12:45:03 2008] [error] File::Temp version 0.18 required-- > this is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/ > Tools.pm line 14.\nBEGIN failed--compilation aborted at /usr/lib/ > perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in > require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line > 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/ > 5.8.8/MIME/Entity.pm line 233.\nCompilation failed in require at / > opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation aborted > at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in require > at /opt/rt3/lib/RT.pm line 50.\nBEGIN failed--compilation aborted > at /opt/rt3/lib/RT.pm line 50.\nCompilation failed in require at / > opt/rt3/bin/webmux.pl line 68.\nBEGIN failed--compilation aborted > at /opt/rt3/bin/webmux.pl line 68.\nCompilation failed in require at > (eval 2) line 1.\n > [Tue Jul 08 12:45:03 2008] [error] Can't load Perl file: /opt/rt3/ > bin/webmux.pl for server helpdesk.htu.edu:0, exiting... > ---snip--- > > Can anyone give me advice as to the problem and possible fixes? > This is a production server and it is down. > > Mario A. Leal, Jr. > Senior Systems Analyst > Huston-Tillotson University > 900 Chicon Street > Austin, TX 78702-2795 > 512.505.3009 (o) > 512.505.3190 (f) > maleal at htu.edu > > ****************** > Hear a beautiful rendition of The Star Spangled Banner: > http://www.youtube.com/watch?v=QKCVS57j284 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 joe.hartley at retailsolutions.com Tue Jul 8 14:12:02 2008 From: joe.hartley at retailsolutions.com (Joe Hartley) Date: Tue, 8 Jul 2008 11:12:02 -0700 Subject: [rt-users] No ReplyToTicket, but I can still reply? In-Reply-To: <519782dc0807081018s78bbd8c6h7b0ab82680281273@mail.gmail.com> References: <48738D5E.3010901@thingy.com> <519782dc0807081018s78bbd8c6h7b0ab82680281273@mail.gmail.com> Message-ID: <580CB599E684764C84C5CCFA64A929B41D55DC@EXVBE011-2.exch011.intermedia.net> > Todd Chapman wrote: > Tooting my own horn: > > The RightsMatrix extension can show you exactly how a user gets a right. > > http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/Right sMatrix.pm This is a very nice tool! Thanks for writing it and putting it out there. -- Joe Hartley | Sr. Linux SysAdmin Retail Solutions, Inc. (formerly VeriSign RDS) 40 Sharpe Drive Cranston, RI 02920 joe.hartley at retailsolutions.com +1 401.824.5040 (o) | +1 401.824.5002 (f) From chaim.rieger at gmail.com Tue Jul 8 14:32:10 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Tue, 08 Jul 2008 11:32:10 -0700 Subject: [rt-users] RT DOWN - Error message starting Apache In-Reply-To: <34B602EA1E0DA94090DF887A0267709E04F7125E@exch01.htc.edu> References: <34B602EA1E0DA94090DF887A0267709E04F7125E@exch01.htc.edu> Message-ID: <4873B2AA.90406@gmail.com> cpan install MIME-Tools Leal, Mario A. wrote: > > Hello, > > I think YUM broke something last night. Upon a reboot today, apache > will not start. In /var/log/httpd/error_log, I get this error: > > > > ---snip--- > > [Tue Jul 08 12:45:03 2008] [error] File::Temp version 0.18 > required--this is only version 0.16 at > /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN > failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation > failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm > line 233.\nBEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation > failed in require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN > failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line > 64.\nCompilation failed in require at /opt/rt3/lib/RT.pm line > 50.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line > 50.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line > 68.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line > 68.\nCompilation failed in require at (eval 2) line 1.\n > > [Tue Jul 08 12:45:03 2008] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server helpdesk.htu.edu:0, exiting... > > ---snip--- > > > > Can anyone give me advice as to the problem and possible fixes? This > is a production server and it is down. > > > > *Mario A. Leal, Jr.* > > /Senior Systems Analyst/ > > Huston-Tillotson University > > 900 Chicon Street > > Austin, TX 78702-2795 > > 512.505.3009 (o) > > 512.505.3190 (f) > > maleal at htu.edu > > > > ****************** > > Hear a beautiful rendition of The Star Spangled Banner: > > http://www.youtube.com/watch?v=QKCVS57j284 > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -- Chaim Rieger From chaim.rieger at gmail.com Tue Jul 8 14:32:51 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Tue, 08 Jul 2008 11:32:51 -0700 Subject: [rt-users] UPDATE: RT DOWN - Error message starting Apache In-Reply-To: <34B602EA1E0DA94090DF887A0267709E04F71266@exch01.htc.edu> References: <34B602EA1E0DA94090DF887A0267709E04F71266@exch01.htc.edu> Message-ID: <4873B2D3.7020300@gmail.com> turn off auto updates, tis a bad idea Leal, Mario A. wrote: > > I appreciate your responses. > > OK. I don?t know exactly what caused it. > > I ran this command and apache started: > > ---snip--- > > perl ?MCPAN ?e ?install File::Temp? > > ---snip--- > > Everything seems to be normal. > > I would like to understand why it happened. How do you handle system > updates? I use yum-updatesd as a service. > > BTW-My machine is a CentOS 5 box using Apache 2, MySQL 5 and perl 5.8.8 > > Thanks, again!! > > *Mario A. Leal, Jr.* > > /Senior Systems Analyst/ > > Huston-Tillotson University > > 900 Chicon Street > > Austin, TX 78702-2795 > > 512.505.3009 (o) > > 512.505.3190 (f) > > maleal at htu.edu > > ****************** > > Hear a beautiful rendition of The Star Spangled Banner: > > http://www.youtube.com/watch?v=QKCVS57j284 > > *From:* Leal, Mario A. > *Sent:* Tuesday, July 08, 2008 12:52 PM > *To:* 'rt-users at lists.bestpractical.com' > *Subject:* RT DOWN - Error message starting Apache > > Hello, > > I think YUM broke something last night. Upon a reboot today, apache > will not start. In /var/log/httpd/error_log, I get this error: > > ---snip--- > > [Tue Jul 08 12:45:03 2008] [error] File::Temp version 0.18 > required--this is only version 0.16 at > /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN > failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation > failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm > line 233.\nBEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation > failed in require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN > failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line > 64.\nCompilation failed in require at /opt/rt3/lib/RT.pm line > 50.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line > 50.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line > 68.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line > 68.\nCompilation failed in require at (eval 2) line 1.\n > > [Tue Jul 08 12:45:03 2008] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server helpdesk.htu.edu:0, exiting... > > ---snip--- > > Can anyone give me advice as to the problem and possible fixes? This > is a production server and it is down. > > *Mario A. Leal, Jr.* > > /Senior Systems Analyst/ > > Huston-Tillotson University > > 900 Chicon Street > > Austin, TX 78702-2795 > > 512.505.3009 (o) > > 512.505.3190 (f) > > maleal at htu.edu > > ****************** > > Hear a beautiful rendition of The Star Spangled Banner: > > http://www.youtube.com/watch?v=QKCVS57j284 > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -- Chaim Rieger From christian.forjahn at collax.com Wed Jul 9 04:08:58 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Wed, 09 Jul 2008 10:08:58 +0200 Subject: [rt-users] Disabling Password Fields and making others readonly Message-ID: <4874721A.9010905@collax.com> Hi all. RT version 3.6.7 As I sync data to the user?s preferences fields I want to make input fields readonly and disable (or make invisible) the password fields in user?s preferences. Therefore I changed the file /usr/share/rt3/html/User/Prefs.html These changes do not seem to take effect. I will attach the diff file to the mail. Can anyone tell me why these fields still appear and why they can be edited? Did I make my changes to the wrong file? Best Chris -------------- next part -------------- A non-text attachment was scrubbed... Name: 003-no-user-prefs-changes.diff Type: text/x-diff Size: 2418 bytes Desc: not available URL: From blynch at ameliaschools.com Wed Jul 9 08:12:49 2008 From: blynch at ameliaschools.com (Bo Lynch) Date: Wed, 9 Jul 2008 08:12:49 -0400 (EDT) Subject: [rt-users] problems with install In-Reply-To: <48738934.30706@vianet.ca> References: <32895.65.161.127.93.1215520770.squirrel@ameliaschools.com> <48738934.30706@vianet.ca> Message-ID: <41745.65.161.127.93.1215605569.squirrel@ameliaschools.com> I have gotton the make initialize-databse to work and have the web-interface setup and is working but I cannot login. It tells me uknown user or password. I have tries root,and rt_user. looked in mysql database and see the user root under the users table not sure if I'm doing something wrong. Thanks -- Bo On Tue, July 8, 2008 11:35 am, J.P. Racine wrote: > Bo, you need to edit the etc/RT_SiteConfig.pm file to include the > database connection info ( as well as other critical config info ). > > Set($DatabaseName , 'rt3'); > Set($DatabaseType , 'mysql'); > Set($DatabaseUser, "root"); > Set($DatabasePassword , 'yourpassword'); > > Have another look at the install doc - the RT_SiteConfig configuration > step comes before initializing the db. > > Bo Lynch wrote: >> Trying to install RT 3.6.7 on CentOS,MYSQL box. When trying to run the >> make initialize-database I get >> DBI connect(';host=localhost','root',...) failed: Access denied for user >> 'root'@'localhost' (using password: YES) at >> //opt/rt3/sbin/rt-setup-database line 105 >> Failed to connect to dbi:mysql:;host=localhost as root: Access denied >> for >> user 'root'@'localhost' (using password: YES) at >> //opt/rt3/sbin/rt-setup-database line 105, line 1. >> make: *** [initialize-database] Error 255 >> >> I am able to login to mysql as root with the password that I supplied >> with >> make. Could someone point me in the right direction. >> Thanks >> > From torsten.brumm at Kuehne-Nagel.com Wed Jul 9 10:18:55 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 9 Jul 2008 16:18:55 +0200 Subject: [rt-users] Disabling Password Fields and making others readonly Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93251@w3hamboex11.ger.win.int.kn> Have you restarted apache and cleaned the mason cache? K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Wed Jul 09 10:08:58 2008 Subject: [rt-users] Disabling Password Fields and making others readonly Hi all. RT version 3.6.7 As I sync data to the user?s preferences fields I want to make input fields readonly and disable (or make invisible) the password fields in user?s preferences. Therefore I changed the file /usr/share/rt3/html/User/Prefs.html These changes do not seem to take effect. I will attach the diff file to the mail. Can anyone tell me why these fields still appear and why they can be edited? Did I make my changes to the wrong file? Best Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From christian.forjahn at collax.com Wed Jul 9 10:31:26 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Wed, 09 Jul 2008 16:31:26 +0200 Subject: [rt-users] Disabling Password Fields and making others readonly In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F93251@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93251@w3hamboex11.ger.win.int.kn> Message-ID: <4874CBBE.1060302@collax.com> Ham MI-ID, Torsten Brumm wrote: > Have you restarted apache and cleaned the mason cache? Apache has been restarted, but I forgot the mason cache. Thanks. Best Chris From Candelario at zoominfo.com Wed Jul 9 13:46:43 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 9 Jul 2008 13:46:43 -0400 Subject: [rt-users] Reminder Emails Message-ID: <15503D4FF4C716448506E0565354452704A3C166D4@tenacious.eliyon.com> Hi, Would it be possible to send a reminder on a specific ticket. What I'm trying to accomplish is, on creating a ticket, setting a reminder (as in MS Outlook) that would notify me via email. If I set a reminder for 1 week from today to do a task, I would want to be reminded on that day. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Wed Jul 9 14:40:18 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 09 Jul 2008 11:40:18 -0700 Subject: [rt-users] Reminder Emails In-Reply-To: <15503D4FF4C716448506E0565354452704A3C166D4@tenacious.eliyo n.com> References: <15503D4FF4C716448506E0565354452704A3C166D4@tenacious.eliyon.com> Message-ID: <6.2.1.2.2.20080709111704.02b091c8@mail.sdsu.edu> Hi Bill, I do something kind of like that. When a ticket is created in a queue that I want reminders sent on, I have an OnCreate scrip put a value into a CF named 'NagDays'. This value determines when reminders should be sent on each ticket (send reminder if now() is within NagDays of DueDate). If NagDays is empty then no reminder is sent. The reminders are sent from a perl script that runs via cron. I started with a script I found on the wiki, but then modified it quite a bit to use Business::Hours, individual (per ticket) NagDays values, logging of reminders, etc. If you only want to do it for specific tickets (rather than every ticket in a queue) then leave out the OnCreate scrip and manually put a value into the NagDays CF for each ticket that you want reminders sent for. I usually set NagDays to 2 for queues in which I use reminders so that 2 days before the due date the owner and adminccs start getting reminded that the due date is approaching. If the ticket is past due then I change the wording of the nag message. If you want, I'll be happy to send you the script (I think I sent it to the list sometime last year). Regards, Gene At 10:46 AM 7/9/2008, Candelario, Bill wrote: >Would it be possible to send a reminder on a specific ticket. What I'm >trying to accomplish is, on creating a ticket, setting a reminder (as in >MS Outlook) that would notify me via email. If I set a reminder for 1 >week from today to do a task, I would want to be reminded on that day. > >Thanks, >Bill -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Jul 9 14:50:06 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 09 Jul 2008 11:50:06 -0700 Subject: [rt-users] Reminder Emails In-Reply-To: <15503D4FF4C716448506E0565354452704A3C166D4@tenacious.eliyon.com> References: <15503D4FF4C716448506E0565354452704A3C166D4@tenacious.eliyon.com> Message-ID: <4875085E.6070508@lbl.gov> Bill, If you had a nightly Cron Job, that would work. Otherwise, I think RT scrips, etc are triggered by transactions only. I don't think it would be checking around the DataBase looking for tickets that have a reminder with a due date. Just a thought. Kenn LBNL On 7/9/2008 10:46 AM, Candelario, Bill wrote: > Hi, > > Would it be possible to send a reminder on a specific ticket. What I'm > trying to accomplish is, on creating a ticket, setting a reminder (as in > MS Outlook) that would notify me via email. If I set a reminder for 1 > week from today to do a task, I would want to be reminded on that day. > > Thanks, > Bill > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Candelario at zoominfo.com Wed Jul 9 15:02:15 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 9 Jul 2008 15:02:15 -0400 Subject: [rt-users] Reminder Emails In-Reply-To: <6.2.1.2.2.20080709111704.02b091c8@mail.sdsu.edu> Message-ID: <15503D4FF4C716448506E0565354452704A3C166D6@tenacious.eliyon.com> Thanks, Gene. If you don't mind sending the scrip, sure. In reading how you set the reminders, is this only when creating tickets? What I mean is, can other owners set the reminders after the ticket is created? -Bill ________________________________ From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Wednesday, July 09, 2008 2:40 PM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Reminder Emails Hi Bill, I do something kind of like that. When a ticket is created in a queue that I want reminders sent on, I have an OnCreate scrip put a value into a CF named 'NagDays'. This value determines when reminders should be sent on each ticket (send reminder if now() is within NagDays of DueDate). If NagDays is empty then no reminder is sent. The reminders are sent from a perl script that runs via cron. I started with a script I found on the wiki, but then modified it quite a bit to use Business::Hours, individual (per ticket) NagDays values, logging of reminders, etc. If you only want to do it for specific tickets (rather than every ticket in a queue) then leave out the OnCreate scrip and manually put a value into the NagDays CF for each ticket that you want reminders sent for. I usually set NagDays to 2 for queues in which I use reminders so that 2 days before the due date the owner and adminccs start getting reminded that the due date is approaching. If the ticket is past due then I change the wording of the nag message. If you want, I'll be happy to send you the script (I think I sent it to the list sometime last year). Regards, Gene At 10:46 AM 7/9/2008, Candelario, Bill wrote: Would it be possible to send a reminder on a specific ticket. What I'm trying to accomplish is, on creating a ticket, setting a reminder (as in MS Outlook) that would notify me via email. If I set a reminder for 1 week from today to do a task, I would want to be reminded on that day. Thanks, Bill -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Wed Jul 9 15:25:27 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 09 Jul 2008 12:25:27 -0700 Subject: [rt-users] Reminder Emails In-Reply-To: <15503D4FF4C716448506E0565354452704A3C166D6@tenacious.eliyo n.com> References: <6.2.1.2.2.20080709111704.02b091c8@mail.sdsu.edu> <15503D4FF4C716448506E0565354452704A3C166D6@tenacious.eliyon.com> Message-ID: <6.2.1.2.2.20080709122130.05b66710@mail.sdsu.edu> The trigger for generating a reminder is a value in a custom field named NagDays. That value can be set via an OnCreate scrip (which is the way I do it) or manually by a user via the RT webgui. If NagDays doesn't exist or doesn't have anything in it, then the ticket is ignored. I'll send you the perl script off-list. Gene At 12:02 PM 7/9/2008, Candelario, Bill wrote: >Thanks, Gene. If you don't mind sending the scrip, sure. In reading how >you set the reminders, is this only when creating tickets? What I mean >is, can other owners set the reminders after the ticket is created? > >-Bill > > >---------- >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] >Sent: Wednesday, July 09, 2008 2:40 PM >To: Candelario, Bill >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Reminder Emails > >Hi Bill, > >I do something kind of like that. When a ticket is created in a queue >that I want reminders sent on, I have an OnCreate scrip put a value into a >CF named 'NagDays'. This value determines when reminders should be sent >on each ticket (send reminder if now() is within NagDays of DueDate). If >NagDays is empty then no reminder is sent. The reminders are sent from a >perl script that runs via cron. I started with a script I found on the >wiki, but then modified it quite a bit to use Business::Hours, individual >(per ticket) NagDays values, logging of reminders, etc. If you only want >to do it for specific tickets (rather than every ticket in a queue) then >leave out the OnCreate scrip and manually put a value into the NagDays CF >for each ticket that you want reminders sent for. I usually set NagDays >to 2 for queues in which I use reminders so that 2 days before the due >date the owner and adminccs start getting reminded that the due date is >approaching. If the ticket is past due then I change the wording of the >nag message. If you want, I'll be happy to send you the script (I think I >sent it to the list sometime last year). > >Regards, >Gene > >At 10:46 AM 7/9/2008, Candelario, Bill wrote: >>Would it be possible to send a reminder on a specific ticket. What I'm >>trying to accomplish is, on creating a ticket, setting a reminder (as in >>MS Outlook) that would notify me via email. If I set a reminder for 1 >>week from today to do a task, I would want to be reminded on that day. >> >>Thanks, >>Bill > > >-- >Gene LeDuc, GSEC >Security Analyst >San Diego State University -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From Candelario at zoominfo.com Wed Jul 9 15:26:37 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 9 Jul 2008 15:26:37 -0400 Subject: [rt-users] Reminder Emails In-Reply-To: <6.2.1.2.2.20080709122130.05b66710@mail.sdsu.edu> Message-ID: <15503D4FF4C716448506E0565354452704A3C166D9@tenacious.eliyon.com> Okay. That would be great. ________________________________ From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Wednesday, July 09, 2008 3:25 PM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Reminder Emails The trigger for generating a reminder is a value in a custom field named NagDays. That value can be set via an OnCreate scrip (which is the way I do it) or manually by a user via the RT webgui. If NagDays doesn't exist or doesn't have anything in it, then the ticket is ignored. I'll send you the perl script off-list. Gene At 12:02 PM 7/9/2008, Candelario, Bill wrote: Thanks, Gene. If you don't mind sending the scrip, sure. In reading how you set the reminders, is this only when creating tickets? What I mean is, can other owners set the reminders after the ticket is created? -Bill ________________________________ From: Gene LeDuc [ mailto:gleduc at mail.sdsu.edu] Sent: Wednesday, July 09, 2008 2:40 PM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Reminder Emails Hi Bill, I do something kind of like that. When a ticket is created in a queue that I want reminders sent on, I have an OnCreate scrip put a value into a CF named 'NagDays'. This value determines when reminders should be sent on each ticket (send reminder if now() is within NagDays of DueDate). If NagDays is empty then no reminder is sent. The reminders are sent from a perl script that runs via cron. I started with a script I found on the wiki, but then modified it quite a bit to use Business::Hours, individual (per ticket) NagDays values, logging of reminders, etc. If you only want to do it for specific tickets (rather than every ticket in a queue) then leave out the OnCreate scrip and manually put a value into the NagDays CF for each ticket that you want reminders sent for. I usually set NagDays to 2 for queues in which I use reminders so that 2 days before the due date the owner and adminccs start getting reminded that the due date is approaching. If the ticket is past due then I change the wording of the nag message. If you want, I'll be happy to send you the script (I think I sent it to the list sometime last year). Regards, Gene At 10:46 AM 7/9/2008, Candelario, Bill wrote: Would it be possible to send a reminder on a specific ticket. What I'm trying to accomplish is, on creating a ticket, setting a reminder (as in MS Outlook) that would notify me via email. If I set a reminder for 1 week from today to do a task, I would want to be reminded on that day. Thanks, Bill -- Gene LeDuc, GSEC Security Analyst San Diego State University -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From rl at greentube.com Wed Jul 9 16:35:43 2008 From: rl at greentube.com (Raphael Loziczky) Date: Wed, 9 Jul 2008 22:35:43 +0200 Subject: [rt-users] help with RequestTracker and lighttpd Message-ID: <4875211F.3030306@greentube.com> Hi all, Found a HowTo for setup lighttpd with FastCGI using Mason for RequestTracker.... http://trac.lighttpd.net/trac/wiki/RequestTracker Tried it and have some troubles with it... I can start lighttpd and login into RequestTracker and I see the queues - but if I click on a queue I get the following error: *error:* could not find component for initial path '/rt3/Search/Results.html' (component roots are: '/opt/rt3/local/html', '/opt/rt3/share/html') *context:* *...* *207:* $self->{out_method} = sub { $$bufref .= $_[0] }; *208:* } *209:* $self->{use_internal_component_caches} = *210:* $self->{interp}->use_internal_component_caches; *211:* $self->_initialize; *212:* *213:* return $self; *214:* } *215:* *...* *code stack:* /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211 /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:275 /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:353 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73 /opt/rt3/bin/mason_handler.fcgi:90 Maybe you can help me find the problem? I've installed RT 3.6.7 and lighttpd 1.4.x I already found out that the problem comes from the modified mason_lighttpd_handler.fcgi because if I use the mason_handler.fcgi the error doesn't appear when I click on a queue (but the site stays the same - the queue doesn't open....) I would appreciate if you can give me a hint for that! best regards, Raphael From iliakan at gmail.com Wed Jul 9 16:41:35 2008 From: iliakan at gmail.com (Ilia Kantor) Date: Thu, 10 Jul 2008 00:41:35 +0400 Subject: [rt-users] help with RequestTracker and lighttpd In-Reply-To: <4875211F.3030306@greentube.com> References: <4875211F.3030306@greentube.com> Message-ID: <4875227F.3040909@gmail.com> Hi I'm using patch for .fcgi for lighttpd > Hi all, > > Found a HowTo for setup lighttpd with FastCGI using Mason for > RequestTracker.... > > http://trac.lighttpd.net/trac/wiki/RequestTracker > > Tried it and have some troubles with it... > I can start lighttpd and login into RequestTracker and I see the queues > - but if I click on a queue I get the following error: > > *error:* could not find component for initial path > '/rt3/Search/Results.html' (component roots are: '/opt/rt3/local/html', > '/opt/rt3/share/html') > *context:* > *...* > *207:* $self->{out_method} = sub { $$bufref .= $_[0] }; > *208:* } > *209:* $self->{use_internal_component_caches} = > *210:* $self->{interp}->use_internal_component_caches; > *211:* $self->_initialize; > *212:* > *213:* return $self; > *214:* } > *215:* > *...* > > *code stack:* /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211 > /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:275 > /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:353 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73 > /opt/rt3/bin/mason_handler.fcgi:90 > > > Maybe you can help me find the problem? I've installed RT 3.6.7 and > lighttpd 1.4.x > > I already found out that the problem comes from the modified > mason_lighttpd_handler.fcgi because if I use the mason_handler.fcgi the > error doesn't appear when I click on a queue (but the site stays the > same - the queue doesn't open....) > > I would appreciate if you can give me a hint for that! > > best regards, > Raphael > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- ----------- ??????? ? ????? ??????????! ???? ?????? ????: ilia at obnovlenie.ru ???: 820317 Skype: jumper12 ???????: Nokia. From rl at greentube.com Wed Jul 9 17:00:01 2008 From: rl at greentube.com (Raphael Loziczky) Date: Wed, 9 Jul 2008 23:00:01 +0200 Subject: [rt-users] help with RequestTracker and lighttpd In-Reply-To: <4875227F.3040909@gmail.com> References: <4875211F.3030306@greentube.com> Message-ID: <487526D1.3000109@greentube.com> Hi, Would you send it to me? That would be very nice... Regards, Raphael Ilia Kantor schrieb: > Hi > I'm using patch for .fcgi for lighttpd >> Hi all, >> >> Found a HowTo for setup lighttpd with FastCGI using Mason for >> RequestTracker.... >> >> http://trac.lighttpd.net/trac/wiki/RequestTracker >> >> Tried it and have some troubles with it... >> I can start lighttpd and login into RequestTracker and I see the >> queues - but if I click on a queue I get the following error: >> >> *error:* could not find component for initial path >> '/rt3/Search/Results.html' (component roots are: >> '/opt/rt3/local/html', '/opt/rt3/share/html') >> *context:* >> *...* >> *207:* $self->{out_method} = sub { $$bufref .= $_[0] }; >> *208:* } >> *209:* $self->{use_internal_component_caches} = >> *210:* $self->{interp}->use_internal_component_caches; >> *211:* $self->_initialize; >> *212:* >> *213:* return $self; >> *214:* } >> *215:* >> *...* >> >> *code stack:* >> /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211 >> /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:275 >> /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:353 >> /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348 >> /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342 >> /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121 >> /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73 >> /opt/rt3/bin/mason_handler.fcgi:90 >> >> >> Maybe you can help me find the problem? I've installed RT 3.6.7 and >> lighttpd 1.4.x >> >> I already found out that the problem comes from the modified >> mason_lighttpd_handler.fcgi because if I use the mason_handler.fcgi >> the error doesn't appear when I click on a queue (but the site stays >> the same - the queue doesn't open....) >> >> I would appreciate if you can give me a hint for that! >> >> best regards, >> Raphael >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > From marvs007 at gmail.com Wed Jul 9 18:05:00 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Thu, 10 Jul 2008 06:05:00 +0800 Subject: [rt-users] can't assign ticket as superuser Message-ID: <776d0ead0807091505l50627853v469cee5ca434d9c3@mail.gmail.com> I just newly setup RT using version 3.6.7 but everytime I create new ticket, I couldn't see the users where I want to assign it on the "Owner" field. I'm creating a ticket using 'root' as superuser. Is this a bug? Any hints? Thanks! Marvin. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Jul 9 18:32:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 09 Jul 2008 15:32:57 -0700 Subject: [rt-users] can't assign ticket as superuser In-Reply-To: <776d0ead0807091505l50627853v469cee5ca434d9c3@mail.gmail.com> References: <776d0ead0807091505l50627853v469cee5ca434d9c3@mail.gmail.com> Message-ID: <48753C99.2030002@lbl.gov> Marvin, They need to have the "OwnTicket" right granted to them. As a word of warning, granting rights to queues/tickets on the global level (system groups and some roles) can dramatically affect the speed of response you get with RT pertaining to searches and/or building the home page. Try to put your users into groups for access to specific queues and grant appropriate rights to those groups. Much less maintenance and faster responses. Hope this helps. Kenn LBNL On 7/9/2008 3:05 PM, Marvin Santos wrote: > I just newly setup RT using version 3.6.7 but everytime I create new > ticket, I couldn't see the users where I want to assign it on the > "Owner" field. I'm creating a ticket using 'root' as superuser. > > Is this a bug? Any hints? > > Thanks! > > Marvin. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From karel at outerthought.org Thu Jul 10 02:21:14 2008 From: karel at outerthought.org (Karel Vervaeke) Date: Thu, 10 Jul 2008 08:21:14 +0200 Subject: [rt-users] RT memory usage Message-ID: <1215670874.6913.6.camel@banana> Dear list, we are running RT on a xen virtual machine running Debian etch (4.0), Linux rt.outernet 2.6.18-4-xen-686 #1 SMP Thu May 10 03:24:35 UTC 2007 i686 GNU/Linux the VM had 256M RAM and a default apache installation. Versions of apache and RT packages: ii apache2 2.2.3-4+etch4 Next generation, scalable, extendable web server ii apache2-mpm-worker 2.2.3-4+etch4 High speed threaded model for Apache HTTPD 2.1 ii apache2-utils 2.2.3-4+etch4 utility programs for webservers ii apache2.2-common 2.2.3-4+etch4 Next generation, scalable, extendable web server ?ii rt3.6-apache2 3.6.4-1 Apache 2 specific files for request-tracker3 ii rt3.6-clients 3.6.4-1 Mail gateway and command-line ii Because of out of memory problems we: * increased memory to 512M * limited the number of apache processes to 3 (including the root-owned process) * ran apt-get upgrade libdbix-searchbuilder-perl (it went from 1.49 to 1.53) Now, after a reboot, 320 MB is free. After a couple of small browsing sessions free memory stabilizes around 130 MB. One day later it is still 80 MB, but I have a feeling where this is going. Are there more suggestions you can give me to make RT / apache2 eating all the memory? Regards, Karel From chaim.rieger at gmail.com Thu Jul 10 03:07:02 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Thu, 10 Jul 2008 07:07:02 +0000 Subject: [rt-users] RT memory usage In-Reply-To: <1215670874.6913.6.camel@banana> References: <1215670874.6913.6.camel@banana> Message-ID: <1940639759-1215673656-cardhu_decombobulator_blackberry.rim.net-814257042-@bxe112.bisx.prod.on.blackberry> Strip apache of as many modules you can Sent via BlackBerry from T-Mobile -----Original Message----- From: Karel Vervaeke Date: Thu, 10 Jul 2008 08:21:14 To: Cc: all all Subject: [rt-users] RT memory usage Dear list, we are running RT on a xen virtual machine running Debian etch (4.0), Linux rt.outernet 2.6.18-4-xen-686 #1 SMP Thu May 10 03:24:35 UTC 2007 i686 GNU/Linux the VM had 256M RAM and a default apache installation. Versions of apache and RT packages: ii apache2 2.2.3-4+etch4 Next generation, scalable, extendable web server ii apache2-mpm-worker 2.2.3-4+etch4 High speed threaded model for Apache HTTPD 2.1 ii apache2-utils 2.2.3-4+etch4 utility programs for webservers ii apache2.2-common 2.2.3-4+etch4 Next generation, scalable, extendable web server ?ii rt3.6-apache2 3.6.4-1 Apache 2 specific files for request-tracker3 ii rt3.6-clients 3.6.4-1 Mail gateway and command-line ii Because of out of memory problems we: * increased memory to 512M * limited the number of apache processes to 3 (including the root-owned process) * ran apt-get upgrade libdbix-searchbuilder-perl (it went from 1.49 to 1.53) Now, after a reboot, 320 MB is free. After a couple of small browsing sessions free memory stabilizes around 130 MB. One day later it is still 80 MB, but I have a feeling where this is going. Are there more suggestions you can give me to make RT / apache2 eating all the memory? Regards, Karel _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From geek+rt at cmu.edu Thu Jul 10 03:41:48 2008 From: geek+rt at cmu.edu (Brian Gallew) Date: Thu, 10 Jul 2008 10:41:48 +0300 Subject: [rt-users] RT memory usage In-Reply-To: <1215670874.6913.6.camel@banana> References: <1215670874.6913.6.camel@banana> Message-ID: <4875BD3C.9040701@cmu.edu> Karel Vervaeke wrote: > Are there more suggestions you can give me to make RT / apache2 eating > all the memory? The standard reply to "Apache uses too much memory" is "use FastCGI". See http://wiki.bestpractical.com/view/FastCGI for pages to help you reconfigure along those lines. That said, Chaim's response should be taken seriously anyway: any Apache modules that you are not actually using should NOT be loaded/configured. From ruz at bestpractical.com Thu Jul 10 05:14:36 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 10 Jul 2008 13:14:36 +0400 Subject: [rt-users] RT memory usage In-Reply-To: <1215670874.6913.6.camel@banana> References: <1215670874.6913.6.camel@banana> Message-ID: <589c94400807100214p1c55da6bi107c9565d11de57a@mail.gmail.com> Lower MaxRequestsPerChild apache's directive. On Thu, Jul 10, 2008 at 10:21 AM, Karel Vervaeke wrote: > Dear list, we are running RT on a xen virtual machine running Debian > etch (4.0), Linux rt.outernet 2.6.18-4-xen-686 #1 SMP Thu May 10 > 03:24:35 UTC 2007 i686 GNU/Linux > > the VM had 256M RAM and a default apache installation. Versions of > apache and RT packages: > ii apache2 2.2.3-4+etch4 Next generation, scalable, > extendable web server > ii apache2-mpm-worker 2.2.3-4+etch4 High speed threaded model for > Apache HTTPD 2.1 > ii apache2-utils 2.2.3-4+etch4 utility programs for > webservers > ii apache2.2-common 2.2.3-4+etch4 Next generation, scalable, > extendable web server > ?ii rt3.6-apache2 3.6.4-1 Apache 2 specific files for > request-tracker3 > ii rt3.6-clients 3.6.4-1 Mail gateway and command-line ii > > > Because of out of memory problems we: > * increased memory to 512M > * limited the number of apache processes to 3 (including the root-owned > process) > * ran apt-get upgrade libdbix-searchbuilder-perl (it went from 1.49 to > 1.53) > > Now, after a reboot, 320 MB is free. After a couple of small browsing > sessions free memory stabilizes around 130 MB. One day later it is still > 80 MB, but I have a feeling where this is going. > > Are there more suggestions you can give me to make RT / apache2 eating > all the memory? > > Regards, > Karel > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 steve.walsh at ott.sunpub.com Thu Jul 10 05:21:28 2008 From: steve.walsh at ott.sunpub.com (Steve Walsh) Date: 10 Jul 2008 05:21:28 -0400 Subject: [rt-users] Out of office.RT-Users Digest, Vol 52, Issue 24 Message-ID: <080710.052128@ott.sunpub.com> Steve Walsh is off on leave. For Ottawa Sun IT related issues please contact: Tom Barnes tom.barnes at ott.sunpub.com (613) 739-5159 Thank you. From pht at spatium.org Thu Jul 10 05:49:06 2008 From: pht at spatium.org (Michal Svoboda) Date: Thu, 10 Jul 2008 11:49:06 +0200 Subject: [rt-users] scary CPU usage when doing RSS Message-ID: <20080710094906.GB4361@cube.int.iqa.cz> Hi, any time I do a RSS request for a certain query, I see the httpd process eat up almost all CPU (a little goes to mysql, but httpd is fairly dominant) for a long time (think tens of seconds). On the other hand, executing the same query via normal web browser interface is almost immediate. Any ideas where to look for what's wrong? Michal From steve.walsh at ott.sunpub.com Thu Jul 10 12:03:02 2008 From: steve.walsh at ott.sunpub.com (Steve Walsh) Date: 10 Jul 2008 12:03:02 -0400 Subject: [rt-users] Out of office.RT-Users Digest, Vol 52, Issue 25 Message-ID: <080710.120302@ott.sunpub.com> Steve Walsh is off on leave. For Ottawa Sun IT related issues please contact: Tom Barnes tom.barnes at ott.sunpub.com (613) 739-5159 Thank you. From KFCrocker at lbl.gov Thu Jul 10 15:42:46 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Jul 2008 12:42:46 -0700 Subject: [rt-users] Help with CLI Message-ID: <48766636.1090002@lbl.gov> To List, Has anyone out there use CLI for RT? I'm trying it and getting nowhere, fast. I need some help, if anyone is able and willing. Thanks. Kenn LBNL From torsten.brumm at Kuehne-Nagel.com Thu Jul 10 15:51:20 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 10 Jul 2008 21:51:20 +0200 Subject: [rt-users] Help with CLI Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9325A@w3hamboex11.ger.win.int.kn> We are using it heavily.... What kind of infos you need? K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt Users Sent: Thu Jul 10 21:42:46 2008 Subject: [rt-users] Help with CLI To List, Has anyone out there use CLI for RT? I'm trying it and getting nowhere, fast. I need some help, if anyone is able and willing. Thanks. Kenn LBNL _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From peter at ifm.liu.se Fri Jul 4 06:58:42 2008 From: peter at ifm.liu.se (Peter Eriksson) Date: Fri, 04 Jul 2008 12:58:42 +0200 Subject: [rt-users] Strange behavious after upgrading from RT2 -> RT3.6.7 Message-ID: <486E0262.4090009@ifm.liu.se> I just upgraded our old RT 2 instance to the latest and greatest (3.6.7) and most things seem to work just fine. However, I just noticed a strange thing. If I open a ticket and hit "Reply" then things look a bit strange below the section: This message will be sent to... Ie, like this: > This message will be sent to... > (Check boxes to disable notifications to the listed recipients) > > On Correspond Notify AdminCcs with template Admin Correspondence > > > On Correspond Notify Requestors and Ccs with template Correspondence > > > On Correspond Notify Other Recipients with template Correspondence > > Imported from RT 2.0 > On Transaction Notify Owner with template Transaction > > Imported from RT 2.0 > On Transaction Notify AdminCcs with template Transaction > > > Messages about this ticket will not be sent to... > (Check boxes to enable notifications to the listed recipients) Now, I'm new to RT3, so perhaps this is the way it's supposed to be, but to my eyes this looks strange. (See the attached JPG image of an actual screendump) Is this how things should look or did something go wrong in our upgrade? We used the rt2-to-rt3-1.23 tool to dump the database, then installed it into an RT 3.2.3 instance, and then ran the upgrade scripts in RT 3.6.7's etc/upgrade directory per the documentation (we ran the "3.3.0", "3.3.11" and "3.5.1" directories). Should we have also ran the 3.1.0, 3.1.15 and 3.1.17 directories too? (I skipped those since we used RT 3.2.3 when importing the database). - Peter -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-3.6-7-issue.jpg Type: image/jpeg Size: 96759 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 185 bytes Desc: OpenPGP digital signature URL: From steve.walsh at ott.sunpub.com Thu Jul 10 16:14:05 2008 From: steve.walsh at ott.sunpub.com (Steve Walsh) Date: 10 Jul 2008 16:14:05 -0400 Subject: [rt-users] Out of office.RT-Users Digest, Vol 52, Issue 26 Message-ID: <080710.161405@ott.sunpub.com> Steve Walsh is off on leave. For Ottawa Sun IT related issues please contact: Tom Barnes tom.barnes at ott.sunpub.com (613) 739-5159 Thank you. From falcone at bestpractical.com Thu Jul 10 16:25:12 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Jul 2008 16:25:12 -0400 Subject: [rt-users] Strange behavious after upgrading from RT2 -> RT3.6.7 In-Reply-To: <486E0262.4090009@ifm.liu.se> References: <486E0262.4090009@ifm.liu.se> Message-ID: <579BCBF5-E1B5-4413-B457-734462E4159D@bestpractical.com> On Jul 4, 2008, at 6:58 AM, Peter Eriksson wrote: > I just upgraded our old RT 2 instance to the latest and greatest > (3.6.7) > and most things seem to work just fine. > > However, I just noticed a strange thing. If I open a ticket and > hit "Reply" then things look a bit strange below the section: > > This message will be sent to... > > Ie, like this: > >> This message will be sent to... >> (Check boxes to disable notifications to the listed recipients) >> >> On Correspond Notify AdminCcs with template Admin Correspondence >> >> >> On Correspond Notify Requestors and Ccs with template Correspondence >> >> >> On Correspond Notify Other Recipients with template Correspondence >> >> Imported from RT 2.0 >> On Transaction Notify Owner with template Transaction >> >> Imported from RT 2.0 >> On Transaction Notify AdminCcs with template Transaction >> >> >> Messages about this ticket will not be sent to... >> (Check boxes to enable notifications to the listed recipients) > > Now, I'm new to RT3, so perhaps this is the way it's supposed to be, > but to my eyes this looks strange. > > (See the attached JPG image of an actual screendump) > > Is this how things should look or did something go wrong > in our upgrade? > > > We used the rt2-to-rt3-1.23 tool to dump the database, > then installed it into an RT 3.2.3 instance, and then ran > the upgrade scripts in RT 3.6.7's etc/upgrade directory > per the documentation (we ran the "3.3.0", "3.3.11" and "3.5.1" > directories). There are newer versions of that tool, have a look at http://download.bestpractical.com/pub/rt/devel/rt2-to-rt3.README These would have allowed you to go to 3.6.7 directly You can probably remove all the 'Imported from RT 2.0' scrips unless you had customizations you needed to port over. As for why RT doesn't want to mail anyone, you didn't provide enough information to know why that was. -kevin > > > Should we have also ran the 3.1.0, 3.1.15 and 3.1.17 > directories too? (I skipped those since we used RT 3.2.3 > when importing the database). > > > - Peter > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From joncodis at gmail.com Thu Jul 10 16:25:18 2008 From: joncodis at gmail.com (Jon Codispoti) Date: Thu, 10 Jul 2008 13:25:18 -0700 Subject: [rt-users] Add comment using CLI Message-ID: Hi Everyone, 2 Questions on RT command line tools. Using version 3.6.3 here. 1. I've used "rt-crontool" to add comments to tickets based on a scheduled query and like that functionality. Is there a way to add comments to tickets on the fly using the "rt" CLI interface? I've looked at the help and examples and did not see anything obvious. 2. I know the "rt" CLI interface can make use of environment variables like RTUSER, RTPASSWD, RTSERVER, etc.. Can the rt-crontool use these as well? It seems to only utilize the credentials of the logged on user and ignores the environment settings. Thanks in advance! -------------- next part -------------- An HTML attachment was scrubbed... URL: From micah at onshore.com Thu Jul 10 16:25:41 2008 From: micah at onshore.com (Micah Gersten) Date: Thu, 10 Jul 2008 15:25:41 -0500 Subject: [rt-users] Out of office.RT-Users Digest, Vol 52, Issue 26 In-Reply-To: <080710.161405@ott.sunpub.com> References: <080710.161405@ott.sunpub.com> Message-ID: <48767045.2020403@onshore.com> Can the maintainer of the list prevent these bounces from going to everyone? Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Steve Walsh wrote: > Steve Walsh is off on leave. > > For Ottawa Sun IT related issues please contact: > > Tom Barnes > tom.barnes at ott.sunpub.com > (613) 739-5159 > > Thank you. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Thu Jul 10 17:09:43 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Jul 2008 14:09:43 -0700 Subject: [rt-users] Help with CLI In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F9325A@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F9325A@w3hamboex11.ger.win.int.kn> Message-ID: <48767A97.5000707@lbl.gov> Torsten, Hope I got your name right. I have thousands of tickets I need to convert from one system to RT. I have developed my DataMap. I'm planning on running an SQL against the old system DB and then within that SQL, for every record read, create a new RT ticket using CLI. So, the first thing I wanted to do was try out the commands to get an understanding of how they worked, etc. I brought RT up in my Dev environment and then signed in UNIX on that server and tried out a CLI command and it responded with bash-2.03$ pwd /apps/rt bash-2.03$ rt list "status='new'"; bash: rt: command not found So, I'm trying to figure out why it won't recognise my command. Not EVER having done this before, I'm currently looking at $RTHOME/bin/ and in the "rt" file I read some stuff about configuration being "hardwired default" and such. I'm really foggy on all of that. Can I assume (horrible word) that I have to modify file "rt" in $RTHOME/bin with a bunch of session settings or something? Any and ALL help at this point is GREATLY appreciated. Kenn LBNL On 7/10/2008 12:51 PM, Ham MI-ID, Torsten Brumm wrote: > We are using it heavily.... What kind of infos you need? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > > To: rt Users > Sent: Thu Jul 10 21:42:46 2008 > Subject: [rt-users] Help with CLI > > To List, > > > Has anyone out there use CLI for RT? I'm trying it and getting > nowhere, > fast. I need some help, if anyone is able and willing. Thanks. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, > Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), > Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA > 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne > & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender > Verwaltungsrat: Klaus-Michael K?hne > > From sartak at bestpractical.com Thu Jul 10 17:24:25 2008 From: sartak at bestpractical.com (Shawn M Moore) Date: Thu, 10 Jul 2008 17:24:25 -0400 Subject: [rt-users] Help with CLI In-Reply-To: <48767A97.5000707@lbl.gov> References: <16426EA38D57E74CB1DE5A6AE1DB0394F9325A@w3hamboex11.ger.win.int.kn> <48767A97.5000707@lbl.gov> Message-ID: <20080710212425.GJ31540@bestpractical.com> On Thu, Jul 10, 2008 at 02:09:43PM -0700, Kenneth Crocker wrote: Hi Kenneth, > bash-2.03$ pwd > /apps/rt > bash-2.03$ rt list "status='new'"; > bash: rt: command not found It looks like the directory containing "rt" is not in your PATH. The laziest fix is to just specify the full path to the rt program: $ /apps/rt/bin/rt list status='new' Shawn From sbenson at a-1networks.com Thu Jul 10 17:33:18 2008 From: sbenson at a-1networks.com (Scott Benson) Date: Thu, 10 Jul 2008 14:33:18 -0700 Subject: [rt-users] Extra Buttons/Links for Display.html Message-ID: <4876801E.7040809@a-1networks.com> Hello, I'd like to add some links where "Open" "Comment" "Reply" "Resolve" are. I'd like to add a "Quick Resolve" and a "Stall" link if possible. I know that http://Domain/Ticket/Display.html?Status=resolved&id=12345 http://Domain/Ticket/Display.html?Status=stalled&id=12345 Will work, I just don't know how to get them up there, and Show up like the "Open" shows up only when the ticket is in a status other than open. IE: Quick Resolve will be hidden when the ticket is resolved, etc... -- Scott Benson A1 Networks (707)570-2021 x203 From KFCrocker at lbl.gov Thu Jul 10 17:38:09 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Jul 2008 14:38:09 -0700 Subject: [rt-users] Strange behavious after upgrading from RT2 -> RT3.6.7 In-Reply-To: <486E0262.4090009@ifm.liu.se> References: <486E0262.4090009@ifm.liu.se> Message-ID: <48768141.6090208@lbl.gov> Peter, It really isn't as bad as it may seem. All RT is telling you on that display page is the scrips that are going to be triggered by your transaction (your "Reply"). Let me explain. When you clicked "Reply" you told RT that you intend to "Correspond". RT is letting you know what it is planning to do once you click "Update Ticket". Based on your screen shot, RT will: 1) Send an Email notification (using the "Admin Correspondence" template) to those users listed as AdminCc "Watchers" for the queue in which the ticker resides. 2) Send an Email notification (using the "Correspondence" template) to those users listed as Cc "Watchers" for the queue in which the ticker resides as well as the "Requestor" for that particular ticket. 3) Send an Email notification (using the "Correspondence" template) to those users listed as additional "Cc" recipients for that particular ticket. These are the Global Notification scrips that are currently enabled in your RT 3.6.7 session. Additionally, RT is ALSO planning on executing two other notification scrips that were part of your older version and were transferred over to this current version. All told, RT is telling you that it has 5 enabled Notification scrips that it intends to execute. What you need to do is look at these scrips and decide if you want them to execute at all; at the global level, or just for a specific queue. Then either modify when/where they will execute, if at all. Hope this helps. Kenn LBNL On 7/4/2008 3:58 AM, Peter Eriksson wrote: > I just upgraded our old RT 2 instance to the latest and greatest (3.6.7) > and most things seem to work just fine. > > However, I just noticed a strange thing. If I open a ticket and > hit "Reply" then things look a bit strange below the section: > > This message will be sent to... > > Ie, like this: > >> This message will be sent to... >> (Check boxes to disable notifications to the listed recipients) >> >> On Correspond Notify AdminCcs with template Admin Correspondence >> >> >> On Correspond Notify Requestors and Ccs with template Correspondence >> >> >> On Correspond Notify Other Recipients with template Correspondence >> >> Imported from RT 2.0 >> On Transaction Notify Owner with template Transaction >> >> Imported from RT 2.0 >> On Transaction Notify AdminCcs with template Transaction >> >> >> Messages about this ticket will not be sent to... >> (Check boxes to enable notifications to the listed recipients) > > Now, I'm new to RT3, so perhaps this is the way it's supposed to be, > but to my eyes this looks strange. > > (See the attached JPG image of an actual screendump) > > Is this how things should look or did something go wrong > in our upgrade? > > > We used the rt2-to-rt3-1.23 tool to dump the database, > then installed it into an RT 3.2.3 instance, and then ran > the upgrade scripts in RT 3.6.7's etc/upgrade directory > per the documentation (we ran the "3.3.0", "3.3.11" and "3.5.1" > directories). > > Should we have also ran the 3.1.0, 3.1.15 and 3.1.17 > directories too? (I skipped those since we used RT 3.2.3 > when importing the database). > > > - Peter > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 10 17:40:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Jul 2008 14:40:13 -0700 Subject: [rt-users] Permission problem when setting Depends On for ticket you do not have access to. In-Reply-To: <2d460de70807050453n1d8d26eex1b365d0fa755434a@mail.gmail.com> References: <2d460de70807050453n1d8d26eex1b365d0fa755434a@mail.gmail.com> Message-ID: <487681BD.90002@lbl.gov> Richard, I missed your question. What is it you want to be able to do? Kenn LBNL On 7/5/2008 4:53 AM, Richard Hartmann wrote: > Hi all, > > I have the following situtation: > > User Alice has access to queue Foo, but not queue Bar. Alice files ticket > #1337 in queue Bar. As she is the requestor, she may see that one ticket > from Bar. > Yet, Alice will not be able to make ticket #4711, which is in Foo, depend > on #1337. > > This is the current state in our RT. We would, of course, want Alice be > able to define these dependencies. This particular instance of RT is > version 3.6.3. > > > Thanks for all help, > Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Thu Jul 10 17:54:29 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Jul 2008 14:54:29 -0700 Subject: [rt-users] Help with CLI In-Reply-To: <20080710212425.GJ31540@bestpractical.com> References: <16426EA38D57E74CB1DE5A6AE1DB0394F9325A@w3hamboex11.ger.win.int.kn> <48767A97.5000707@lbl.gov> <20080710212425.GJ31540@bestpractical.com> Message-ID: <48768515.7060909@lbl.gov> Shawn, Thanks! That worked! Although now it wants a password so I have to go find one. Question: will I be able to embed a CLI command that creates a new record and sets values for the fields within an SQL without it wanting a password every time? I hope so. Otherwise I won't be able to walk thru the old database and create new tickets in the new DB. Doing this one at a time is not gonna do at all. Kenn LBNL On 7/10/2008 2:24 PM, Shawn M Moore wrote: > On Thu, Jul 10, 2008 at 02:09:43PM -0700, Kenneth Crocker wrote: > > Hi Kenneth, > >> bash-2.03$ pwd >> /apps/rt >> bash-2.03$ rt list "status='new'"; >> bash: rt: command not found > > It looks like the directory containing "rt" is not in your PATH. The > laziest fix is to just specify the full path to the rt program: > > $ /apps/rt/bin/rt list status='new' > > Shawn > > From torsten.brumm at Kuehne-Nagel.com Thu Jul 10 17:58:38 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 10 Jul 2008 23:58:38 +0200 Subject: [rt-users] Help with CLI Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9325B@w3hamboex11.ger.win.int.kn> You can set the password and user settings as a shell variable or a .rtrc file, look at the wiki, it is explained good. More answers tomorrow, it's midnight here ;-) K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: Shawn M Moore CC: rt-users at lists.bestpractical.com Sent: Thu Jul 10 23:54:29 2008 Subject: Re: [rt-users] Help with CLI Shawn, Thanks! That worked! Although now it wants a password so I have to go find one. Question: will I be able to embed a CLI command that creates a new record and sets values for the fields within an SQL without it wanting a password every time? I hope so. Otherwise I won't be able to walk thru the old database and create new tickets in the new DB. Doing this one at a time is not gonna do at all. Kenn LBNL On 7/10/2008 2:24 PM, Shawn M Moore wrote: > On Thu, Jul 10, 2008 at 02:09:43PM -0700, Kenneth Crocker wrote: > > Hi Kenneth, > >> bash-2.03$ pwd >> /apps/rt >> bash-2.03$ rt list "status='new'"; >> bash: rt: command not found > > It looks like the directory containing "rt" is not in your PATH. The > laziest fix is to just specify the full path to the rt program: > > $ /apps/rt/bin/rt list status='new' > > Shawn > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Jul 10 18:04:06 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Jul 2008 15:04:06 -0700 Subject: [rt-users] Extra Buttons/Links for Display.html In-Reply-To: <4876801E.7040809@a-1networks.com> References: <4876801E.7040809@a-1networks.com> Message-ID: <48768756.5020607@lbl.gov> Scott, Copy the "Tabs" file from "/share/html/Ticket/Elements/" to your local directory "/local/html/Ticket/Elements". You may have to create some of those "local" directories if you have never done this before. Once you have a "local" version of the "Tabs" file, you will need to look inside to see how those tab options are set up. I re-wrote most of the whole section (after lines # 153 and @44) to get what I wanted. I also had to play with it a bit to get the desired actions & results. Hey, that's what testing is for, right? Hope this helps. Kenn LBNL On 7/10/2008 2:33 PM, Scott Benson wrote: > Hello, > I'd like to add some links where "Open" "Comment" "Reply" "Resolve" > are. I'd like to add a "Quick Resolve" and a "Stall" link if possible. > I know that > http://Domain/Ticket/Display.html?Status=resolved&id=12345 > http://Domain/Ticket/Display.html?Status=stalled&id=12345 > Will work, I just don't know how to get them up there, and Show up like > the "Open" shows up only when the ticket is in a status other than open. > > IE: Quick Resolve will be hidden when the ticket is resolved, etc... > From KFCrocker at lbl.gov Thu Jul 10 18:06:27 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Jul 2008 15:06:27 -0700 Subject: [rt-users] Help with CLI In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F9325B@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F9325B@w3hamboex11.ger.win.int.kn> Message-ID: <487687E3.8090502@lbl.gov> Torsten, Midnight! Man, you ARE far away. Thanks for the info. I'll check out the wiki so I won't sound so ignorant as I continue to flounder about. Thanks a lot. Kenn LBNL On 7/10/2008 2:58 PM, Ham MI-ID, Torsten Brumm wrote: > You can set the password and user settings as a shell variable or a > .rtrc file, look at the wiki, it is explained good. > > More answers tomorrow, it's midnight here ;-) > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > > To: Shawn M Moore > CC: rt-users at lists.bestpractical.com > Sent: Thu Jul 10 23:54:29 2008 > Subject: Re: [rt-users] Help with CLI > > Shawn, > > > Thanks! That worked! Although now it wants a password so I have > to go > find one. > Question: will I be able to embed a CLI command that creates a new > record and sets values for the fields within an SQL without it wanting a > password every time? I hope so. Otherwise I won't be able to walk thru > the old database and create new tickets in the new DB. Doing this one at > a time is not gonna do at all. > > > Kenn > LBNL > > On 7/10/2008 2:24 PM, Shawn M Moore wrote: > > On Thu, Jul 10, 2008 at 02:09:43PM -0700, Kenneth Crocker wrote: > > > > Hi Kenneth, > > > >> bash-2.03$ pwd > >> /apps/rt > >> bash-2.03$ rt list "status='new'"; > >> bash: rt: command not found > > > > It looks like the directory containing "rt" is not in your PATH. The > > laziest fix is to just specify the full path to the rt program: > > > > $ /apps/rt/bin/rt list status='new' > > > > Shawn > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, > Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), > Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA > 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne > & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender > Verwaltungsrat: Klaus-Michael K?hne > > From ruz at bestpractical.com Thu Jul 10 20:01:37 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 11 Jul 2008 04:01:37 +0400 Subject: [rt-users] Permission problem when setting Depends On for ticket you do not have access to. In-Reply-To: <2d460de70807050453n1d8d26eex1b365d0fa755434a@mail.gmail.com> References: <2d460de70807050453n1d8d26eex1b365d0fa755434a@mail.gmail.com> Message-ID: <589c94400807101701x20492b50s85088290126599a9@mail.gmail.com> Ok, Linking was strict and required ModifyTicket right on both sides until RT 3.x.y. I don't remember X and Y, but anyway in 3.6.7 people have StrictLinkACL option in the config. May be it's already in 3.6.3, but I do recall that there were fixes for this functionality since it's been introduced in RT. On Sat, Jul 5, 2008 at 3:53 PM, Richard Hartmann wrote: > Hi all, > > I have the following situtation: > > User Alice has access to queue Foo, but not queue Bar. Alice files ticket > #1337 in queue Bar. As she is the requestor, she may see that one ticket > from Bar. > Yet, Alice will not be able to make ticket #4711, which is in Foo, depend > on #1337. > > This is the current state in our RT. We would, of course, want Alice be > able to define these dependencies. This particular instance of RT is > version 3.6.3. > > > Thanks for all help, > Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Jul 10 20:11:59 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 11 Jul 2008 04:11:59 +0400 Subject: [rt-users] Extra Buttons/Links for Display.html In-Reply-To: <48768756.5020607@lbl.gov> References: <4876801E.7040809@a-1networks.com> <48768756.5020607@lbl.gov> Message-ID: <589c94400807101711o79c484es3e0531b751c1b5e9@mail.gmail.com> Actually in this case you can use callbacks, read about that on the wiki. Callbacks is better way than local/html dir. On Fri, Jul 11, 2008 at 2:04 AM, Kenneth Crocker wrote: > Scott, > > > Copy the "Tabs" file from "/share/html/Ticket/Elements/" to your local > directory "/local/html/Ticket/Elements". You may have to create some of > those "local" directories if you have never done this before. Once you > have a "local" version of the "Tabs" file, you will need to look inside > to see how those tab options are set up. I re-wrote most of the whole > section (after lines # 153 and @44) to get what I wanted. I also had to > play with it a bit to get the desired actions & results. Hey, that's > what testing is for, right? Hope this helps. > > > Kenn > LBNL > > On 7/10/2008 2:33 PM, Scott Benson wrote: >> Hello, >> I'd like to add some links where "Open" "Comment" "Reply" "Resolve" >> are. I'd like to add a "Quick Resolve" and a "Stall" link if possible. >> I know that >> http://Domain/Ticket/Display.html?Status=resolved&id=12345 >> http://Domain/Ticket/Display.html?Status=stalled&id=12345 >> Will work, I just don't know how to get them up there, and Show up like >> the "Open" shows up only when the ticket is in a status other than open. >> >> IE: Quick Resolve will be hidden when the ticket is resolved, etc... >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 yvo.vandoorn at gmail.com Thu Jul 10 23:01:20 2008 From: yvo.vandoorn at gmail.com (Yvo van Doorn) Date: Thu, 10 Jul 2008 20:01:20 -0700 Subject: [rt-users] Enable search for 'Everyone' or 'Unprivileged' user. Message-ID: <740f716a0807102001y7a0f42b0u443c35370603124c@mail.gmail.com> How can I get RT to allow users that by default don't have any rights granted (or the checkbox that says 'Let this user be granted rights' checked) allow to use the search functions other then the 'Goto ticket' box in the top right corner. All they have access to is SelfService. Under Global Group rights I don't see an option that would relate to enabling search for an unprivileged or everyone user. I have enabled allow them to create searches but this has no effect. Yvo From richih.mailinglist at gmail.com Fri Jul 11 03:39:58 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Fri, 11 Jul 2008 09:39:58 +0200 Subject: [rt-users] Permission problem when setting Depends On for ticket you do not have access to. In-Reply-To: <589c94400807101701x20492b50s85088290126599a9@mail.gmail.com> References: <2d460de70807050453n1d8d26eex1b365d0fa755434a@mail.gmail.com> <589c94400807101701x20492b50s85088290126599a9@mail.gmail.com> Message-ID: <2d460de70807110039q7e7a2b3fuad74cf6932b9b81d@mail.gmail.com> On Fri, Jul 11, 2008 at 02:01, Ruslan Zakirov wrote: > Ok, Linking was strict and required ModifyTicket right on both sides > until RT 3.x.y. I don't remember X and Y, but anyway in 3.6.7 people > have StrictLinkACL option in the config. May be it's already in 3.6.3, > but I do recall that there were fixes for this functionality since > it's been introduced in RT. OK, I will check and report back. Thanks :) Richard From rl at greentube.com Fri Jul 11 04:47:19 2008 From: rl at greentube.com (Raphael Loziczky) Date: Fri, 11 Jul 2008 10:47:19 +0200 Subject: [rt-users] mysql performance problem Message-ID: <48771E17.3020309@greentube.com> hi, I fixed the issue with lighttpd and got it up and running :) Now for testing proposals I use lighttpd and apache.... with both webservers I have the problem that e.g. opening a ticket is very slow (with both webservers) and the CPU usage increases to 100% .... Does anyone has an idea how to fix this? Its a brand new server and i dumped the mysql data in it... Thanks for any help! best regards, Raphael From rt at viewbankrise.net.au Fri Jul 11 04:27:25 2008 From: rt at viewbankrise.net.au (rt at viewbankrise.net.au) Date: Fri, 11 Jul 2008 18:27:25 +1000 Subject: [rt-users] Anyone interested in a few hours contract work? Message-ID: <85348C81C0D14EFE956190A208446A7D@viewbankrise.net.au> Hello all, I am seeking a suitable person to make some custom RT mods for a project I am working on. Probably 2 to 10 hours worth, but may extend to further work down the track. If interested, please reply here or direct to rt at viewbankrise.net.au. Thanks! Regards, Mike Everest. From ruz at bestpractical.com Fri Jul 11 05:03:23 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 11 Jul 2008 13:03:23 +0400 Subject: [rt-users] mysql performance problem In-Reply-To: <48771E17.3020309@greentube.com> References: <48771E17.3020309@greentube.com> Message-ID: <589c94400807110203k4c32fclb35bc1696e63fc58@mail.gmail.com> RT debug log. mysql slow log. Very slow? How slow? Hangs forever or 1 minute? How big is your DB? On Fri, Jul 11, 2008 at 12:47 PM, Raphael Loziczky wrote: > hi, > > I fixed the issue with lighttpd and got it up and running :) > > Now for testing proposals I use lighttpd and apache.... with both > webservers I have the problem that e.g. opening a ticket is very slow > (with both webservers) and the CPU usage increases to 100% .... > > Does anyone has an idea how to fix this? Its a brand new server and i > dumped the mysql data in it... > > Thanks for any help! > > best regards, > Raphael > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jul 11 05:06:31 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 11 Jul 2008 13:06:31 +0400 Subject: [rt-users] Enable search for 'Everyone' or 'Unprivileged' user. In-Reply-To: <740f716a0807102001y7a0f42b0u443c35370603124c@mail.gmail.com> References: <740f716a0807102001y7a0f42b0u443c35370603124c@mail.gmail.com> Message-ID: <589c94400807110206o733cb1f8mfe717c828a28f271@mail.gmail.com> Not many options: * make them privileged * create own version of SelfService with search functionality. On Fri, Jul 11, 2008 at 7:01 AM, Yvo van Doorn wrote: > How can I get RT to allow users that by default don't have any rights > granted (or the checkbox that says 'Let this user be granted rights' > checked) allow to use the search functions other then the 'Goto > ticket' box in the top right corner. All they have access to is > SelfService. > > Under Global Group rights I don't see an option that would relate to > enabling search for an unprivileged or everyone user. I have enabled > allow them to create searches but this has no effect. > > Yvo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Ton.Hoogstraten at ingram.nl Fri Jul 11 04:48:47 2008 From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton) Date: Fri, 11 Jul 2008 10:48:47 +0200 Subject: [rt-users] iCal Message-ID: <891469DFBBD7364EB24DEEB101767D861A9369@nlutxch101.corporate.ingrammicro.com> Hello, Does anybody know how to fully utilize the iCal functionality with rt 3.8rc3? I set both start and end dates for my tickets and am trying to open it in Sunbird and Outlook 2007. Sunbird dies with a java error importing no tickets and Outlook currently imports tickets but set all due dates between the current 2 whole hours on the current data instead of the specified dates. Regards, Ton -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Fri Jul 11 05:17:48 2008 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Fri, 11 Jul 2008 02:17:48 -0700 Subject: [rt-users] Enable Clickable Hyperlinks in Email Message-ID: Hi, We are having an issue when using HTML-enabled tickets. In particular,if a ticket is e-mailed containing HTML, the global QCTTransaction template (which adds the footer information about the ticket with a linkto the ticket) is not applied. If we disable HTML for the queue, it works just fine. If we send an e-mail in plain text with HTML-enabled on the queue, it works just fine. But, if we send an HTML e-mail with HTML-enabled on the queue, then the QCTTransaction footer is not added to (or maybe not visible in) the outgoing e-mail (this is anytime, both on create and on later transactions). Is this something that can be fixed? Thanks for the help! Thanks Ashish From c_apotla at qualcomm.com Fri Jul 11 05:19:02 2008 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Fri, 11 Jul 2008 02:19:02 -0700 Subject: [rt-users] Enable Clickable Hyperlinks in Email Message-ID: Hi, We are having an issue when using HTML-enabled tickets. In particular,if a ticket is e-mailed containing HTML, the global QCTTransaction template (which adds the footer information about the ticket with a linkto the ticket) is not applied. If we disable HTML for the queue, it works just fine. If we send an e-mail in plain text with HTML-enabled on the queue, it works just fine. But, if we send an HTML e-mail with HTML-enabled on the queue, then the QCTTransaction footer is not added to (or maybe not visible in) the outgoing e-mail (this is anytime, both on create and on later transactions). Is this something that can be fixed? Thanks for the help! Thanks Ashish From rl at greentube.com Fri Jul 11 06:37:14 2008 From: rl at greentube.com (Raphael Loziczky) Date: Fri, 11 Jul 2008 12:37:14 +0200 Subject: [rt-users] mysql performance problem In-Reply-To: <589c94400807110203k4c32fclb35bc1696e63fc58@mail.gmail.com> References: <48771E17.3020309@greentube.com> Message-ID: <487737DA.2030603@greentube.com> An HTML attachment was scrubbed... URL: From rl at greentube.com Fri Jul 11 08:41:09 2008 From: rl at greentube.com (Raphael Loziczky) Date: Fri, 11 Jul 2008 14:41:09 +0200 Subject: [rt-users] mysql performance problem In-Reply-To: <48774F6E.6000507@sussex.ac.uk> References: <48771E17.3020309@greentube.com> Message-ID: <487754E5.7030604@greentube.com> thx for the tip, Arran but it's currently running with mysql 5.0.22 so the broken query optimizer can't be the problem... some more ideas? thanks, Raphael Arran Cudbard-Bell schrieb: > Raphael Loziczky wrote: >> How can I enable RT debug log? mysql error log shows no errors... >> >> very slow means that it hangs for about 1 minute - we have our old >> system running with the same db which is much faster! (on old hardware) >> the mysql dump is about 20 gigs... when I made the dump from the old >> system I had to use "force recovery" mode with mysql to get a working >> dump. maybe thats the problem? > If your new mysql instance running mysql 5.1 ? > > If so the query optimizer is slightly broken, this can cause issues > with queries. Try with a version 5.0. > > Thanks, > Arran >> >> >> Ruslan Zakirov schrieb: >>> RT debug log. mysql slow log. >>> >>> Very slow? How slow? Hangs forever or 1 minute? How big is your DB? >>> >>> On Fri, Jul 11, 2008 at 12:47 PM, Raphael Loziczky >>> wrote: >>> >>>> hi, >>>> >>>> I fixed the issue with lighttpd and got it up and running :) >>>> >>>> Now for testing proposals I use lighttpd and apache.... with both >>>> webservers I have the problem that e.g. opening a ticket is very slow >>>> (with both webservers) and the CPU usage increases to 100% .... >>>> >>>> Does anyone has an idea how to fix this? Its a brand new server and i >>>> dumped the mysql data in it... >>>> >>>> Thanks for any help! >>>> >>>> best regards, >>>> Raphael >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>> >>> >>> >>> >> >> -- >> Raphael Loziczky >> System Administrator >> raphael.loziczky at greentube.com >> ---------------------------------------------- >> Greentube Internet Entertainment Solutions AG >> Mariahilfer Stra?e 47/1/102 >> A-1060 Wien >> FN 197003k, HG Wien >> >> Tel: +43 1 494 50 56 - 30 >> Fax: +43 1 494 50 56 - 14 >> http://www.greentube.com/ >> >> ------------------------------------ >> Internet Email Confidentiality Footer >> ------------------------------------ >> Privileged/confidential information may be contained in this message. >> If you are not the addressee indicated in this message (or >> responsible for delivery of the message to this person), you may not >> copy or deliver this message to anyone. In such a case, you should >> destroy this message and kindly notify the sender by replying. Please >> make it known immediately f you or your employer does not consent to >> the medium of e-mail for messages of this kind. Opinions, conclusions >> and other information in this message that do not relate to the >> official business of my firm shall be understood as neither given nor >> endorsed by it. >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > -- Raphael Loziczky System Administrator raphael.loziczky at greentube.com ---------------------------------------------- Greentube Internet Entertainment Solutions AG Mariahilfer Stra?e 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 Fax: +43 1 494 50 56 - 14 http://www.greentube.com/ ------------------------------------ Internet Email Confidentiality Footer ------------------------------------ Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. From Braam.van.Heerden at conversant.co.za Fri Jul 11 09:01:58 2008 From: Braam.van.Heerden at conversant.co.za (Braam van Heerden) Date: Fri, 11 Jul 2008 15:01:58 +0200 Subject: [rt-users] Permissions by custom field Message-ID: Greetings, After reading the permissions wiki I still can't figure out how to achieve what my MD wants. Please excuse me if this is described there. I am still fairly new at RT and the permissions system. We have a queue called Support where all our product support requests from clients go into. We also have a custom field called "Client" that contains the name of the customer the ticket was raised for. Our customers can log into RT and see all the tickets they originated, but some managers would like to see all the tickets generated for their company. How can we set up the permissions to achieve this? Clients are not allowed to see other client's tickets, and we would prefer not to create a queue for each customer, as this sometimes vary. Any tips would be appreciated. We are running RT 3.6.6. Thanks :) Braam van Heerden Conversant Systems (Pty) Ltd Tel: +27 11 782 2930 Cell: +27 82 336 4643 Skype: braamvh From jesse at bestpractical.com Fri Jul 11 09:02:16 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 11 Jul 2008 09:02:16 -0400 Subject: [rt-users] mysql performance problem In-Reply-To: <487754E5.7030604@greentube.com> References: <48774F6E.6000507@sussex.ac.uk> <487754E5.7030604@greentube.com> Message-ID: <20080711130216.GZ3666@bestpractical.com> On Fri, Jul 11, 2008 at 02:41:09PM +0200, Raphael Loziczky wrote: > thx for the tip, Arran but it's currently running with mysql 5.0.22 so > the broken query optimizer can't be the problem... Actually, 5.0.22 is known to have some AWFUL query optimizer bugs. My recollection is that they were fixed in 5.0,45 or so > > some more ideas? > > thanks, > Raphael > > Arran Cudbard-Bell schrieb: > > Raphael Loziczky wrote: > >> How can I enable RT debug log? mysql error log shows no errors... > >> > >> very slow means that it hangs for about 1 minute - we have our old > >> system running with the same db which is much faster! (on old hardware) > >> the mysql dump is about 20 gigs... when I made the dump from the old > >> system I had to use "force recovery" mode with mysql to get a working > >> dump. maybe thats the problem? > > If your new mysql instance running mysql 5.1 ? > > > > If so the query optimizer is slightly broken, this can cause issues > > with queries. Try with a version 5.0. > > > > Thanks, > > Arran > >> > >> > >> Ruslan Zakirov schrieb: > >>> RT debug log. mysql slow log. > >>> > >>> Very slow? How slow? Hangs forever or 1 minute? How big is your DB? > >>> > >>> On Fri, Jul 11, 2008 at 12:47 PM, Raphael Loziczky > >>> wrote: > >>> > >>>> hi, > >>>> > >>>> I fixed the issue with lighttpd and got it up and running :) > >>>> > >>>> Now for testing proposals I use lighttpd and apache.... with both > >>>> webservers I have the problem that e.g. opening a ticket is very slow > >>>> (with both webservers) and the CPU usage increases to 100% .... > >>>> > >>>> Does anyone has an idea how to fix this? Its a brand new server and i > >>>> dumped the mysql data in it... > >>>> > >>>> Thanks for any help! > >>>> > >>>> best regards, > >>>> Raphael > >>>> _______________________________________________ > >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> > >>>> Community help: http://wiki.bestpractical.com > >>>> Commercial support: sales at bestpractical.com > >>>> > >>>> > >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>>> Buy a copy at http://rtbook.bestpractical.com > >>>> > >>>> > >>> > >>> > >>> > >>> > >> > >> -- > >> Raphael Loziczky > >> System Administrator > >> raphael.loziczky at greentube.com > >> ---------------------------------------------- > >> Greentube Internet Entertainment Solutions AG > >> Mariahilfer Stra?e 47/1/102 > >> A-1060 Wien > >> FN 197003k, HG Wien > >> > >> Tel: +43 1 494 50 56 - 30 > >> Fax: +43 1 494 50 56 - 14 > >> http://www.greentube.com/ > >> > >> ------------------------------------ > >> Internet Email Confidentiality Footer > >> ------------------------------------ > >> Privileged/confidential information may be contained in this message. > >> If you are not the addressee indicated in this message (or > >> responsible for delivery of the message to this person), you may not > >> copy or deliver this message to anyone. In such a case, you should > >> destroy this message and kindly notify the sender by replying. Please > >> make it known immediately f you or your employer does not consent to > >> the medium of e-mail for messages of this kind. Opinions, conclusions > >> and other information in this message that do not relate to the > >> official business of my firm shall be understood as neither given nor > >> endorsed by it. > >> ------------------------------------------------------------------------ > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Raphael Loziczky > System Administrator > raphael.loziczky at greentube.com > ---------------------------------------------- > Greentube Internet Entertainment Solutions AG > Mariahilfer Stra?e 47/1/102 > A-1060 Wien > FN 197003k, HG Wien > > Tel: +43 1 494 50 56 - 30 > Fax: +43 1 494 50 56 - 14 > http://www.greentube.com/ > > ------------------------------------ > Internet Email Confidentiality Footer > ------------------------------------ > Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From Albert.Shih at obspm.fr Fri Jul 11 09:13:31 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 11 Jul 2008 15:13:31 +0200 Subject: [rt-users] Using rt with email Message-ID: <20080711131331.GF90678@pcjas.obspm.fr> Hi all First time I'm post a message on this mailing-list. I'm sysadmin, I'm never use any ticket managing system, (so I never use RT too). I'm using/managing Linux/*BSD system during > 10 years, but I'm not a programmer, that's mean I'm not perl-guru. I would like to known if with RT I can : managing all tickets with email (exclude editing ticket), but submit a ticket, create a new ticket, close ticket, assign to someone a ticket, re-assign a ticket. make some knowlegde database I have the RT Essential book, and I think everything is possible with RT, but my question is ?everything is possible?....for who ? Can I do those thing without write many perl scripts ? Regards. NB:Sorry for my english -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Ven 11 jul 2008 15:07:19 CEST From elacour at easter-eggs.com Fri Jul 11 09:35:45 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 11 Jul 2008 15:35:45 +0200 Subject: [rt-users] Using rt with email In-Reply-To: <20080711131331.GF90678@pcjas.obspm.fr> References: <20080711131331.GF90678@pcjas.obspm.fr> Message-ID: <20080711133545.GK14295@easter-eggs.com> On Fri, Jul 11, 2008 at 03:13:31PM +0200, Albert Shih wrote: > Hi all > Bonjour ;) > First time I'm post a message on this mailing-list. > > I'm sysadmin, I'm never use any ticket managing system, (so I never use RT > too). > > I'm using/managing Linux/*BSD system during > 10 years, but I'm not a > programmer, that's mean I'm not perl-guru. > > I would like to known if with RT I can : > > managing all tickets with email (exclude editing ticket), but > submit a ticket, create a new ticket, close ticket, assign to > someone a ticket, re-assign a ticket. submit/create: yes update: yes close, assign, ...: you can do some of this with extensions like "Command by email" (see http://wiki.bestpractical.com/view/Extensions). > > make some knowlegde database > you can use RTFM (RT Faq Manager http://www.bestpractical.com/rtfm) along with RT. > I have the RT Essential book, and I think everything is possible with RT, > but my question is ?everything is possible?....for who ? > > Can I do those thing without write many perl scripts ? Well you can try out stock RT with a quick install (won't be too difficult if you're a sysadmin) and see how much it fits your needs. If it fits 90% of your needs, maybe it's enough. If really there is some needed things missing (not in existing RT extensions too), then you will need a bit of perl knowledge to ack RT and see that we can do near to everything with it ;) else, there is companies around that can give you support on RT ;) From Albert.Shih at obspm.fr Fri Jul 11 10:00:17 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 11 Jul 2008 16:00:17 +0200 Subject: [rt-users] Using rt with email In-Reply-To: <20080711133545.GK14295@easter-eggs.com> References: <20080711131331.GF90678@pcjas.obspm.fr> <20080711133545.GK14295@easter-eggs.com> Message-ID: <20080711140017.GJ90678@pcjas.obspm.fr> Le 11/07/2008 ? 15:35:45+0200, Emmanuel Lacour a ?crit > > Bonjour ;) ;-) > > submit/create: yes > update: yes > close, assign, ...: you can do some of this with extensions like > "Command by email" (see http://wiki.bestpractical.com/view/Extensions). Thanks. > > make some knowlegde database > > > > you can use RTFM (RT Faq Manager http://www.bestpractical.com/rtfm) > along with RT. OK. ....thanks. > > Can I do those thing without write many perl scripts ? > > Well you can try out stock RT with a quick install (won't be too > difficult if you're a sysadmin) and see how much it fits your needs. Yes...it's done...well, I'm using FreeBSD and it's just two commands ;-) > > If it fits 90% of your needs, maybe it's enough. If really there is some > needed things missing (not in existing RT extensions too), then you will > need a bit of perl knowledge to ack RT and see that we can do near to > everything with it ;) OK. > > else, there is companies around that can give you support on RT ;) Lots of... merci ;-) Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Ven 11 jul 2008 15:56:10 CEST From Albert.Shih at obspm.fr Fri Jul 11 11:17:08 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 11 Jul 2008 17:17:08 +0200 Subject: [rt-users] smime Message-ID: <20080711151708.GC94019@pcjas.obspm.fr> Hi all (again) When someuser send a email to rt mailgate, how I can configure RT to make he drop smime signature (only the signature) ? I don't need (at this time) any feature about s/mime like authentification, confidentiality etc. Is that possible ? Humm...is that easy to do ? Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Ven 11 jul 2008 17:10:14 CEST From falcone at bestpractical.com Fri Jul 11 12:01:45 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 11 Jul 2008 12:01:45 -0400 Subject: [rt-users] Out of office.RT-Users Digest, Vol 52, Issue 26 In-Reply-To: <48767045.2020403@onshore.com> References: <080710.161405@ott.sunpub.com> <48767045.2020403@onshore.com> Message-ID: On Jul 10, 2008, at 4:25 PM, Micah Gersten wrote: > Can the maintainer of the list prevent these bounces from going to > everyone? They were unsubscribed yesterday when I noticed what was going on -kevin > > > Thank you, > Micah Gersten > onShore Networks > Internal Developer > http://www.onshore.com > > > > Steve Walsh wrote: >> Steve Walsh is off on leave. >> >> For Ottawa Sun IT related issues please contact: >> >> Tom Barnes >> tom.barnes at ott.sunpub.com >> (613) 739-5159 >> >> Thank you. >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 11 12:39:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 11 Jul 2008 09:39:13 -0700 Subject: [rt-users] Permissions by custom field In-Reply-To: References: Message-ID: <48778CB1.2030400@lbl.gov> Braam, I'm a bit confused. Your subject line mentions permissions and I don't see that question here. As to Custom Fields, what is the correlation between customer and company? Normally, I would think it was one to one. However, if you are creating tickets for someone else, you can modify the "Requestor" to be the customer and not you. You will still be the "creator". Then, you can have a CF that is the company. Permissions would be simpler. You could grant the right to "ShowTicket" Globally to the "Requestor" role and that would keep your "customer" from seeing other "customer (Requestor)" tickets. Then you merely go to your Custom Field and apply it to the support queue and then go to "Group Rights" and grant "SeeCustomField" to Privileged. That way all privileged users will be able to see that field as well as the ticket in a queue they are privileged to access. Hope this helps. Kenn LBNL On 7/11/2008 6:01 AM, Braam van Heerden wrote: > Greetings, > > After reading the permissions wiki I still can't figure out how to > achieve what my MD wants. Please excuse me if this is described there. > I am still fairly new at RT and the permissions system. > > We have a queue called Support where all our product support requests > from clients go into. We also have a custom field called "Client" that > contains the name of the customer the ticket was raised for. Our > customers can log into RT and see all the tickets they originated, but > some managers would like to see all the tickets generated for their > company. How can we set up the permissions to achieve this? > > Clients are not allowed to see other client's tickets, and we would > prefer not to create a queue for each customer, as this sometimes vary. > > Any tips would be appreciated. We are running RT 3.6.6. > > Thanks :) > > Braam van Heerden > Conversant Systems (Pty) Ltd > Tel: +27 11 782 2930 > Cell: +27 82 336 4643 > Skype: braamvh > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rl at greentube.com Fri Jul 11 13:15:27 2008 From: rl at greentube.com (Raphael Loziczky) Date: Fri, 11 Jul 2008 19:15:27 +0200 Subject: [rt-users] mysql performance problem In-Reply-To: <20080711130216.GZ3666@bestpractical.com> References: <48774F6E.6000507@sussex.ac.uk> Message-ID: <4877952F.3000808@greentube.com> Jesse Vincent schrieb: > > On Fri, Jul 11, 2008 at 02:41:09PM +0200, Raphael Loziczky wrote: > >> thx for the tip, Arran but it's currently running with mysql 5.0.22 so >> the broken query optimizer can't be the problem... >> > > > Actually, 5.0.22 is known to have some AWFUL query optimizer bugs. My > recollection is that they were fixed in 5.0,45 or so > > ok updated to 5.0.45 but still the same problem :( >> some more ideas? >> >> thanks, >> Raphael >> >> Arran Cudbard-Bell schrieb: >> >>> Raphael Loziczky wrote: >>> >>>> How can I enable RT debug log? mysql error log shows no errors... >>>> >>>> very slow means that it hangs for about 1 minute - we have our old >>>> system running with the same db which is much faster! (on old hardware) >>>> the mysql dump is about 20 gigs... when I made the dump from the old >>>> system I had to use "force recovery" mode with mysql to get a working >>>> dump. maybe thats the problem? >>>> >>> If your new mysql instance running mysql 5.1 ? >>> >>> If so the query optimizer is slightly broken, this can cause issues >>> with queries. Try with a version 5.0. >>> >>> Thanks, >>> Arran >>> >>>> Ruslan Zakirov schrieb: >>>> >>>>> RT debug log. mysql slow log. >>>>> >>>>> Very slow? How slow? Hangs forever or 1 minute? How big is your DB? >>>>> >>>>> On Fri, Jul 11, 2008 at 12:47 PM, Raphael Loziczky >>>>> wrote: >>>>> >>>>> >>>>>> hi, >>>>>> >>>>>> I fixed the issue with lighttpd and got it up and running :) >>>>>> >>>>>> Now for testing proposals I use lighttpd and apache.... with both >>>>>> webservers I have the problem that e.g. opening a ticket is very slow >>>>>> (with both webservers) and the CPU usage increases to 100% .... >>>>>> >>>>>> Does anyone has an idea how to fix this? Its a brand new server and i >>>>>> dumped the mysql data in it... >>>>>> >>>>>> Thanks for any help! >>>>>> >>>>>> best regards, >>>>>> Raphael >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>>> >>>>>> >>>>> >>>>> >>>>> >>>> -- >>>> Raphael Loziczky >>>> System Administrator >>>> raphael.loziczky at greentube.com >>>> ---------------------------------------------- >>>> Greentube Internet Entertainment Solutions AG >>>> Mariahilfer Stra?e 47/1/102 >>>> A-1060 Wien >>>> FN 197003k, HG Wien >>>> >>>> Tel: +43 1 494 50 56 - 30 >>>> Fax: +43 1 494 50 56 - 14 >>>> http://www.greentube.com/ >>>> >>>> ------------------------------------ >>>> Internet Email Confidentiality Footer >>>> ------------------------------------ >>>> Privileged/confidential information may be contained in this message. >>>> If you are not the addressee indicated in this message (or >>>> responsible for delivery of the message to this person), you may not >>>> copy or deliver this message to anyone. In such a case, you should >>>> destroy this message and kindly notify the sender by replying. Please >>>> make it known immediately f you or your employer does not consent to >>>> the medium of e-mail for messages of this kind. Opinions, conclusions >>>> and other information in this message that do not relate to the >>>> official business of my firm shall be understood as neither given nor >>>> endorsed by it. >>>> ------------------------------------------------------------------------ >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >> -- >> Raphael Loziczky >> System Administrator >> raphael.loziczky at greentube.com >> ---------------------------------------------- >> Greentube Internet Entertainment Solutions AG >> Mariahilfer Stra?e 47/1/102 >> A-1060 Wien >> FN 197003k, HG Wien >> >> Tel: +43 1 494 50 56 - 30 >> Fax: +43 1 494 50 56 - 14 >> http://www.greentube.com/ >> >> ------------------------------------ >> Internet Email Confidentiality Footer >> ------------------------------------ >> Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > From micah at onshore.com Fri Jul 11 13:28:48 2008 From: micah at onshore.com (Micah Gersten) Date: Fri, 11 Jul 2008 12:28:48 -0500 Subject: [rt-users] mysql performance problem In-Reply-To: <487737DA.2030603@greentube.com> References: <48771E17.3020309@greentube.com> <487737DA.2030603@greentube.com> Message-ID: <48779850.1010400@onshore.com> Turn this on in your my.cnf file so you can see if it's the MySQL queries: #log_slow_queries = /var/log/mysql/mysql-slow.log Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Raphael Loziczky wrote: > How can I enable RT debug log? mysql error log shows no errors... > > very slow means that it hangs for about 1 minute - we have our old > system running with the same db which is much faster! (on old hardware) > the mysql dump is about 20 gigs... when I made the dump from the old > system I had to use "force recovery" mode with mysql to get a working > dump. maybe thats the problem? > > > Ruslan Zakirov schrieb: >> RT debug log. mysql slow log. >> >> Very slow? How slow? Hangs forever or 1 minute? How big is your DB? >> >> On Fri, Jul 11, 2008 at 12:47 PM, Raphael Loziczky wrote: >> >>> hi, >>> >>> I fixed the issue with lighttpd and got it up and running :) >>> >>> Now for testing proposals I use lighttpd and apache.... with both >>> webservers I have the problem that e.g. opening a ticket is very slow >>> (with both webservers) and the CPU usage increases to 100% .... >>> >>> Does anyone has an idea how to fix this? Its a brand new server and i >>> dumped the mysql data in it... >>> >>> Thanks for any help! >>> >>> best regards, >>> Raphael >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >> >> >> >> > > -- > Raphael Loziczky > System Administrator > raphael.loziczky at greentube.com > ---------------------------------------------- > Greentube Internet Entertainment Solutions AG > Mariahilfer Stra?e 47/1/102 > A-1060 Wien > FN 197003k, HG Wien > > Tel: +43 1 494 50 56 - 30 > Fax: +43 1 494 50 56 - 14 > http://www.greentube.com/ > > ------------------------------------ > Internet Email Confidentiality Footer > ------------------------------------ > Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From lhughes at zeugmasystems.com Fri Jul 11 14:25:42 2008 From: lhughes at zeugmasystems.com (Lloyd Hughes) Date: Fri, 11 Jul 2008 11:25:42 -0700 Subject: [rt-users] LDAP integration and auto-account creation Message-ID: <4877A5A6.70904@zeugmasystems.com> This problem was mentioned back in May under the thread of LDAP integration Mike Peachy stated it had to do with a new //Principle ID// not getting assigned Initially we didn't have this problem with a clean install of RT 3.6.5 [Wed Jun 25 22:35:44 2008] [info]: RT::User::CanonicalizeUserInfo returning Address1: 13571 Commerce Parkway, Suite 250, City: Richmond, Country: Canada, Disabled: 0, EmailAddress: MvanderVelden at zeugmasystems.com, ExternalAuthId: mvanderv, Gecos: mvanderv, Name: mvanderv, Organization: , Privileged: 0, RealName: Mike Van der Velden, State: BC, WorkPhone: , Zip: V6V 2R2 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:444) [Wed Jun 25 22:35:44 2008] [debug]: About to think about scrips for transaction #46 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:167) [Wed Jun 25 22:35:44 2008] [debug]: About to think about scrips for transaction #47 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:167) [Wed Jun 25 22:35:44 2008] [info]: Autocreated authenticated user mvanderv ( 44 ) (/usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:50) But as soon as we migrated our database over from RT 3.4.5 the problem started [Fri Jul 11 17:11:35 2008] [info]: RT::User::CanonicalizeUserInfo returning Address1: 13571 Commerce Parkway, Suite 100, City: Richmond, Country: Canada, Disabled: 0, EmailAddress: gkiessling at zeugmasystems.com, ExternalAuthId: gkiessling, Gecos: gkiessling, Name: gkiessling, Organization: Persia, Privileged: 0, RealName: Glen Kiessling, State: BC, WorkPhone: 604-248-4393, Zip: V6V2R2 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:444) [Fri Jul 11 17:11:35 2008] [info]: Autocreated authenticated user gkiessling ( ) (/usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:50) Hopefully this sheds some more light on the problem Lloyd / / From lhughes at zeugmasystems.com Fri Jul 11 15:51:11 2008 From: lhughes at zeugmasystems.com (Lloyd Hughes) Date: Fri, 11 Jul 2008 12:51:11 -0700 Subject: [rt-users] Problem Solved: LDAP integration and auto-account creation In-Reply-To: <4877A5A6.70904@zeugmasystems.com> References: <4877A5A6.70904@zeugmasystems.com> Message-ID: <4877B9AF.9090309@zeugmasystems.com> It turned out the reason the accounts weren't getting created after we migrated our old database over was due to there being autocreated accounts using the user's email address in the database. Once we removed these accounts the user was able to log in via LDAP and have their account automatically created. Lloyd Lloyd Hughes wrote: > This problem was mentioned back in May under the thread of LDAP integration > > Mike Peachy stated it had to do with a new //Principle ID// not getting > assigned > > Initially we didn't have this problem with a clean install of RT 3.6.5 > > [Wed Jun 25 22:35:44 2008] [info]: RT::User::CanonicalizeUserInfo > returning Address1: 13571 Commerce Parkway, Suite 250, City: Richmond, > Country: Canada, Disabled: 0, EmailAddress: > MvanderVelden at zeugmasystems.com, ExternalAuthId: mvanderv, Gecos: > mvanderv, Name: mvanderv, Organization: , Privileged: 0, RealName: Mike > Van der Velden, State: BC, WorkPhone: , Zip: V6V 2R2 > (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:444) > [Wed Jun 25 22:35:44 2008] [debug]: About to think about scrips for > transaction #46 > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:167) > [Wed Jun 25 22:35:44 2008] [debug]: About to think about scrips for > transaction #47 > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:167) > [Wed Jun 25 22:35:44 2008] [info]: Autocreated authenticated user > mvanderv ( 44 ) > (/usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:50) > > But as soon as we migrated our database over from RT 3.4.5 the problem > started > > [Fri Jul 11 17:11:35 2008] [info]: RT::User::CanonicalizeUserInfo > returning Address1: 13571 Commerce Parkway, Suite 100, City: Richmond, > Country: Canada, Disabled: 0, EmailAddress: > gkiessling at zeugmasystems.com, ExternalAuthId: gkiessling, Gecos: > gkiessling, Name: gkiessling, Organization: Persia, Privileged: 0, > RealName: Glen Kiessling, State: BC, WorkPhone: 604-248-4393, Zip: > V6V2R2 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:444) > [Fri Jul 11 17:11:35 2008] [info]: Autocreated authenticated user > gkiessling ( ) > (/usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:50) > > Hopefully this sheds some more light on the problem > > Lloyd > > > > > > > > > > / > / > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From the.rhorn at gmail.com Sat Jul 12 15:39:13 2008 From: the.rhorn at gmail.com (Rene Horn) Date: Sat, 12 Jul 2008 14:39:13 -0500 Subject: [rt-users] Captcha extension? Message-ID: Does anyone know of or has anyone here made a Captcha extension? A reCaptcha extension would be great. I'm asking because I have an unprivileged account that I want non-registered users to use for sending me tickets, but I do want to try to prevent spam, of course. Rene -- the.rhorn at gmail.com, hornr18 at uwosh.edu (UW-Oshkosh email address), http://rhorn.kuiki.net - Pictures from me, family, and friends SDF Public Access UNIX System - http://sdf.lonestar.org Jay Leno in response to Colin Powell's deadline for an Iraqi constitution: "They can take ours. After all, we aren't using it..." -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at openunix.de Sat Jul 12 16:15:33 2008 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Sat, 12 Jul 2008 22:15:33 +0200 Subject: [rt-users] Merged tickets are sloooow after upgrade to 3.6.6 - Locking problem? In-Reply-To: <20080701133000.GA2312@orion.bofh.hanau.net> References: <20080701133000.GA2312@orion.bofh.hanau.net> Message-ID: <20080712201533.GA13285@orion.bofh.hanau.net> Hello everyone, I solved this problem by setting the mySQL setting low_priority_updates to 1 . You kmight want to try this option if your installation is slow in displaying merged tickets. Best regards, On Di, Jul 01, 2008 at 03:30:00 +0200, Franz Georg K?hler wrote: > Hello everyone, > > after upgrading to V3.6.6 merged tickets are really slow. > > After doing a bit research, I saw a lot of MySQL entrys stating that > get_lock queries took a long time: > > # Query_time: 69 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > use rtdb; > SELECT GET_LOCK('Apache-Session-1b11b6323211dc42ec9d40473784e254', > 3600); > > I first converted the table to innodb and then changed the session > backend to Apache::Session::File. Now the mysql log entries are gone > but the ticket system is not faster than before... > > However, this does only affect merged tickets. > > It seems that rt locks and tries to access the locked data in some way > because it used to be two tickets? > > > Has anyone else experienced this behaviour and dound a solution? > > > > Best regards, > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Warning: You are not root -- nmap V. 2.54BETA31 From mwalker at dvti.com Sun Jul 13 09:13:19 2008 From: mwalker at dvti.com (Mark E. Walker) Date: Sun, 13 Jul 2008 08:13:19 -0500 Subject: [rt-users] RT Prompts to download instead of showing login page after automatic system upgrade Message-ID: <00BF656CC2C3BD418960677E1816C01E022E4BC7FFA1@ENTERPRISE.datavoice.local> Greetings all, My RT has been working beautifully for a few months now, but after the following upgrade, it is prompting me to download a zero length file, coincidentally named identically to my site name with underscores instead of periods. The site is installed in a virtualmin environment which upgrades automatically. The upgrade messages I received are as follows: An update to mysql 5.0.62-1.el4_6 is needed : New version released This update has been successfully installed. An update to mysql-server 5.0.62-1.el4_6 is needed : New version released This update has been successfully installed. An update to perl 5.8.8-6.el4s1_3 is needed : New version released This update has been successfully installed. An update to perl-DBD-MySQL 4.006-1.el4.centos is needed : New version released This update has been successfully installed. An update to php 5.1.6-3.el4s1.9 is needed : New version released This update has been successfully installed. An update to php-cli 5.1.6-3.el4s1.9 is needed : New version released This update has been successfully installed. I have done make testdeps and everything is still found. My apache configuration hasn't changed. The database is still there, and still accessible under the username/password configured in RT. There are no errors in the error_log for apache, and the access log looks like this: 216.xxx.xxx.xxx - - [11/Jul/2008:19:42:31 -0500] "GET / HTTP/1.1" 200 - "-" "Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.0; WOW64; SLCC1; .NET CLR 2.0.50727; .NET CLR 3.0.04506)" Nothing else gets logged unless PERL is logging somewhere else that I'm not aware of. The file that gets downloaded is example_com when going to www.example.com. (not, of course the actual site name.) I have no idea what else to look for. I've been doing google searches for a week now, but I just don't have anything specific enough to search for. I know it's related to the updates, but just can't find anything wrong. Any help pointing me in the right direction would be GREATLY appreciated. mw -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Sun Jul 13 09:29:50 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Sun, 13 Jul 2008 13:29:50 +0000 Subject: [rt-users] RT Prompts to download instead of showing login pageafter automatic system upgrade In-Reply-To: <00BF656CC2C3BD418960677E1816C01E022E4BC7FFA1@ENTERPRISE.datavoice.local> References: <00BF656CC2C3BD418960677E1816C01E022E4BC7FFA1@ENTERPRISE.datavoice.local> Message-ID: <2075050471-1215955828-cardhu_decombobulator_blackberry.rim.net-77197374-@bxe112.bisx.prod.on.blackberry> Look in /usr/rt/ (or your rt install path) var/log There's an rt log in there. Did you restart apache since the upgrade ? Sent via BlackBerry from T-Mobile -----Original Message----- From: "Mark E. Walker" Date: Sun, 13 Jul 2008 08:13:19 To: rt-users at lists.bestpractical.com Subject: [rt-users] RT Prompts to download instead of showing login page after automatic system upgrade _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mr.samad at gmail.com Sun Jul 13 12:46:04 2008 From: mr.samad at gmail.com (Abdus Samad) Date: Sun, 13 Jul 2008 21:46:04 +0500 Subject: [rt-users] MyRT Global Page error Message-ID: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> Hi Guys, I just upgraded to the new RT 3.8 from my old 3.4. Almost everything looks fine as of now with only one exception. When I click on "RT at a Glance" for global configration to set the template for all users, I see this meesage in my browser. "Can't call method "Content" on an undefined value at /share/html/Admin/Global/MyRT.html line 97." I am not able to understand what the problem is and would highly appreciate any help from you guys. Thank you, Abdus Samad -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Sun Jul 13 12:56:29 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Sun, 13 Jul 2008 16:56:29 +0000 Subject: [rt-users] MyRT Global Page error In-Reply-To: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> Message-ID: <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> Turn on debug on rt log and post the error Sent via BlackBerry from T-Mobile -----Original Message----- From: "Abdus Samad" Date: Sun, 13 Jul 2008 21:46:04 To: Subject: [rt-users] MyRT Global Page error _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From chaim.rieger at gmail.com Sun Jul 13 14:25:41 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Sun, 13 Jul 2008 18:25:41 +0000 Subject: [rt-users] MyRT Global Page error In-Reply-To: <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> Message-ID: <415596941-1215973578-cardhu_decombobulator_blackberry.rim.net-1236149801-@bxe112.bisx.prod.on.blackberry> I would reinstall both Sent via BlackBerry from T-Mobile -----Original Message----- From: "Abdus Samad" Date: Sun, 13 Jul 2008 23:25:10 To: Cc: ; Subject: Re: [rt-users] MyRT Global Page error I receive the following errors in debug logs. [Sun Jul 13 18:21:49 2008] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache/ /etc/apache/lib/perl) at /opt/rt3/bin/../lib/RT/Config.pm line 249. (/opt/rt3/bin/../lib/RT/Config.pm:250) [Sun Jul 13 18:21:49 2008] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:275) [Sun Jul 13 18:21:55 2008] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:275) The second one seems to be the problem, any suggestions how to enable the support.? or is there some other problem opening MyRT.html Thank you, Abdus Samad On Sun, Jul 13, 2008 at 9:56 PM, wrote: > Turn on debug on rt log and post the error > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: "Abdus Samad" > > Date: Sun, 13 Jul 2008 21:46:04 > To: > Subject: [rt-users] MyRT Global Page error > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 chaim.rieger at gmail.com Sun Jul 13 15:00:19 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Sun, 13 Jul 2008 19:00:19 +0000 Subject: [rt-users] MyRT Global Page error In-Reply-To: <7338116a0807131158j6b6e0f73xb4e13cd5d1ff95ef@mail.gmail.com> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> <415596941-1215973578-cardhu_decombobulator_blackberry.rim.net-1236149801-@bxe112.bisx.prod.on.blackberry> <7338116a0807131158j6b6e0f73xb4e13cd5d1ff95ef@mail.gmail.com> Message-ID: <778247095-1215975656-cardhu_decombobulator_blackberry.rim.net-1230794628-@bxe112.bisx.prod.on.blackberry> What's in /opt/rt3/share/html/Admin/Global/MyRT.html line 97. Sent via BlackBerry from T-Mobile -----Original Message----- From: "Abdus Samad" Date: Sun, 13 Jul 2008 23:58:21 To: Cc: ; Subject: Re: [rt-users] MyRT Global Page error Thanks for your response, The Graphviz error is gone after reinstalling but the gnupg error is still there even after installing the library. The package have been installed by using the following command (apt-get install GnuPG-Interface*). but the error logs still show [Sun Jul 13 18:52:21 2008] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:275) and I am not able to access the MyRT.html page which is giving the same error. Can't call method "Content" on an undefined value at /opt/rt3/share/html/Admin/Global/MyRT.html line 97. Thank you, Abdus Samad On Sun, Jul 13, 2008 at 11:25 PM, wrote: > I would reinstall both > > Sent via BlackBerry from T-Mobile > > ------------------------------ > *From*: "Abdus Samad" > *Date*: Sun, 13 Jul 2008 23:25:10 +0500 > *To*: > *CC*: ; < > rt-users at lists.bestpractical.com> > *Subject*: Re: [rt-users] MyRT Global Page error > I receive the following errors in debug logs. > > [Sun Jul 13 18:21:49 2008] [debug]: You've enabled GraphViz, but we > couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl > /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > /usr/local/lib/site_perl . /etc/apache/ /etc/apache/lib/perl) at > /opt/rt3/bin/../lib/RT/Config.pm line 249. > (/opt/rt3/bin/../lib/RT/Config.pm:250) > [Sun Jul 13 18:21:49 2008] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/opt/rt3/var/data/gpg). PGP support has been disabled > (/opt/rt3/bin/../lib/RT/Config.pm:275) > [Sun Jul 13 18:21:55 2008] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/opt/rt3/var/data/gpg). PGP support has been disabled > (/opt/rt3/bin/../lib/RT/Config.pm:275) > > The second one seems to be the problem, any suggestions how to enable the > support.? or is there some other problem opening MyRT.html > > Thank you, > Abdus Samad > > On Sun, Jul 13, 2008 at 9:56 PM, wrote: > >> Turn on debug on rt log and post the error >> Sent via BlackBerry from T-Mobile >> >> -----Original Message----- >> From: "Abdus Samad" >> >> Date: Sun, 13 Jul 2008 21:46:04 >> To: >> Subject: [rt-users] MyRT Global Page error >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 mr.samad at gmail.com Sun Jul 13 14:25:10 2008 From: mr.samad at gmail.com (Abdus Samad) Date: Sun, 13 Jul 2008 23:25:10 +0500 Subject: [rt-users] MyRT Global Page error In-Reply-To: <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> Message-ID: <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> I receive the following errors in debug logs. [Sun Jul 13 18:21:49 2008] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache/ /etc/apache/lib/perl) at /opt/rt3/bin/../lib/RT/Config.pm line 249. (/opt/rt3/bin/../lib/RT/Config.pm:250) [Sun Jul 13 18:21:49 2008] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:275) [Sun Jul 13 18:21:55 2008] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:275) The second one seems to be the problem, any suggestions how to enable the support.? or is there some other problem opening MyRT.html Thank you, Abdus Samad On Sun, Jul 13, 2008 at 9:56 PM, wrote: > Turn on debug on rt log and post the error > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: "Abdus Samad" > > Date: Sun, 13 Jul 2008 21:46:04 > To: > Subject: [rt-users] MyRT Global Page error > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mr.samad at gmail.com Sun Jul 13 15:23:22 2008 From: mr.samad at gmail.com (Abdus Samad) Date: Mon, 14 Jul 2008 00:23:22 +0500 Subject: [rt-users] MyRT Global Page error In-Reply-To: <7338116a0807131204h352fd450s1b8caf0aa1763576@mail.gmail.com> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> <415596941-1215973578-cardhu_decombobulator_blackberry.rim.net-1236149801-@bxe112.bisx.prod.on.blackberry> <7338116a0807131158j6b6e0f73xb4e13cd5d1ff95ef@mail.gmail.com> <778247095-1215975656-cardhu_decombobulator_blackberry.rim.net-1230794628-@bxe112.bisx.prod.on.blackberry> <7338116a0807131204h352fd450s1b8caf0aa1763576@mail.gmail.com> Message-ID: <7338116a0807131223h3483d405w8add9a2c7c24f103@mail.gmail.com> I have checked google and found that many people had this problem in the past but there is no solution to this posted on the internet. Thank you, Abdus Samad On Mon, Jul 14, 2008 at 12:04 AM, Abdus Samad wrote: > 90 items => \@items, > 91 current_portlets => $default_portlets->Content, > 92 OnSave => sub { > 93 my ( $conf, $pane ) = @_; > 94 $default_portlets->SetContent( $conf ); > 95 push @actions, loc( 'Global portlet [_1] saved.', $pane ); > 96 } > 97 ); > 98 > 99 $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_, nojs > => 1 ) > 100 for @panes; > > > > On Mon, Jul 14, 2008 at 12:00 AM, wrote: > >> What's in /opt/rt3/share/html/Admin/Global/MyRT.html line 97. >> >> Sent via BlackBerry from T-Mobile >> >> ------------------------------ >> *From*: "Abdus Samad" >> *Date*: Sun, 13 Jul 2008 23:58:21 +0500 >> >> *To*: >> *CC*: ; < >> rt-users at lists.bestpractical.com> >> *Subject*: Re: [rt-users] MyRT Global Page error >> Thanks for your response, The Graphviz error is gone after reinstalling >> but the gnupg error is still there even after installing the library. >> The package have been installed by using the following command (apt-get >> install GnuPG-Interface*). but the error logs still show >> [Sun Jul 13 18:52:21 2008] [debug]: RT's GnuPG libraries couldn't >> successfully read your configured GnuPG home directory >> (/opt/rt3/var/data/gpg). PGP support has been disabled >> (/opt/rt3/bin/../lib/RT/Config.pm:275) >> and I am not able to access the MyRT.html page which is giving the same >> error. >> >> Can't call method "Content" on an undefined value at >> /opt/rt3/share/html/Admin/Global/MyRT.html line 97. >> >> Thank you, >> Abdus Samad >> >> On Sun, Jul 13, 2008 at 11:25 PM, wrote: >> >>> I would reinstall both >>> >>> Sent via BlackBerry from T-Mobile >>> >>> ------------------------------ >>> *From*: "Abdus Samad" >>> *Date*: Sun, 13 Jul 2008 23:25:10 +0500 >>> *To*: >>> *CC*: ; < >>> rt-users at lists.bestpractical.com> >>> *Subject*: Re: [rt-users] MyRT Global Page error >>> I receive the following errors in debug logs. >>> >>> [Sun Jul 13 18:21:49 2008] [debug]: You've enabled GraphViz, but we >>> couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: >>> /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl >>> /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 >>> /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 >>> /usr/local/lib/site_perl . /etc/apache/ /etc/apache/lib/perl) at >>> /opt/rt3/bin/../lib/RT/Config.pm line 249. >>> (/opt/rt3/bin/../lib/RT/Config.pm:250) >>> [Sun Jul 13 18:21:49 2008] [debug]: RT's GnuPG libraries couldn't >>> successfully read your configured GnuPG home directory >>> (/opt/rt3/var/data/gpg). PGP support has been disabled >>> (/opt/rt3/bin/../lib/RT/Config.pm:275) >>> [Sun Jul 13 18:21:55 2008] [debug]: RT's GnuPG libraries couldn't >>> successfully read your configured GnuPG home directory >>> (/opt/rt3/var/data/gpg). PGP support has been disabled >>> (/opt/rt3/bin/../lib/RT/Config.pm:275) >>> >>> The second one seems to be the problem, any suggestions how to enable the >>> support.? or is there some other problem opening MyRT.html >>> >>> Thank you, >>> Abdus Samad >>> >>> On Sun, Jul 13, 2008 at 9:56 PM, wrote: >>> >>>> Turn on debug on rt log and post the error >>>> Sent via BlackBerry from T-Mobile >>>> >>>> -----Original Message----- >>>> From: "Abdus Samad" >>>> >>>> Date: Sun, 13 Jul 2008 21:46:04 >>>> To: >>>> Subject: [rt-users] MyRT Global Page error >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 mr.samad at gmail.com Sun Jul 13 14:58:21 2008 From: mr.samad at gmail.com (Abdus Samad) Date: Sun, 13 Jul 2008 23:58:21 +0500 Subject: [rt-users] MyRT Global Page error In-Reply-To: <415596941-1215973578-cardhu_decombobulator_blackberry.rim.net-1236149801-@bxe112.bisx.prod.on.blackberry> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> <415596941-1215973578-cardhu_decombobulator_blackberry.rim.net-1236149801-@bxe112.bisx.prod.on.blackberry> Message-ID: <7338116a0807131158j6b6e0f73xb4e13cd5d1ff95ef@mail.gmail.com> Thanks for your response, The Graphviz error is gone after reinstalling but the gnupg error is still there even after installing the library. The package have been installed by using the following command (apt-get install GnuPG-Interface*). but the error logs still show [Sun Jul 13 18:52:21 2008] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:275) and I am not able to access the MyRT.html page which is giving the same error. Can't call method "Content" on an undefined value at /opt/rt3/share/html/Admin/Global/MyRT.html line 97. Thank you, Abdus Samad On Sun, Jul 13, 2008 at 11:25 PM, wrote: > I would reinstall both > > Sent via BlackBerry from T-Mobile > > ------------------------------ > *From*: "Abdus Samad" > *Date*: Sun, 13 Jul 2008 23:25:10 +0500 > *To*: > *CC*: ; < > rt-users at lists.bestpractical.com> > *Subject*: Re: [rt-users] MyRT Global Page error > I receive the following errors in debug logs. > > [Sun Jul 13 18:21:49 2008] [debug]: You've enabled GraphViz, but we > couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl > /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > /usr/local/lib/site_perl . /etc/apache/ /etc/apache/lib/perl) at > /opt/rt3/bin/../lib/RT/Config.pm line 249. > (/opt/rt3/bin/../lib/RT/Config.pm:250) > [Sun Jul 13 18:21:49 2008] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/opt/rt3/var/data/gpg). PGP support has been disabled > (/opt/rt3/bin/../lib/RT/Config.pm:275) > [Sun Jul 13 18:21:55 2008] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/opt/rt3/var/data/gpg). PGP support has been disabled > (/opt/rt3/bin/../lib/RT/Config.pm:275) > > The second one seems to be the problem, any suggestions how to enable the > support.? or is there some other problem opening MyRT.html > > Thank you, > Abdus Samad > > On Sun, Jul 13, 2008 at 9:56 PM, wrote: > >> Turn on debug on rt log and post the error >> Sent via BlackBerry from T-Mobile >> >> -----Original Message----- >> From: "Abdus Samad" >> >> Date: Sun, 13 Jul 2008 21:46:04 >> To: >> Subject: [rt-users] MyRT Global Page error >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 jesse at bestpractical.com Sun Jul 13 16:54:09 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 13 Jul 2008 16:54:09 -0400 Subject: [rt-users] MyRT Global Page error In-Reply-To: <7338116a0807131158j6b6e0f73xb4e13cd5d1ff95ef@mail.gmail.com> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> <415596941-1215973578-cardhu_decombobulator_blackberry.rim.net-1236149801-@bxe112.bisx.prod.on.blackberry> <7338116a0807131158j6b6e0f73xb4e13cd5d1ff95ef@mail.gmail.com> Message-ID: <20080713205409.GI3666@bestpractical.com> On Sun, Jul 13, 2008 at 11:58:21PM +0500, Abdus Samad wrote: > Thanks for your response, The Graphviz error is gone after reinstalling but > the gnupg error is still there even after installing the library. > The package have been installed by using the following command (apt-get > install GnuPG-Interface*). but the error logs still show > [Sun Jul 13 18:52:21 2008] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/opt/rt3/var/data/gpg). PGP support has been disabled > (/opt/rt3/bin/../lib/RT/Config.pm:275) > and I am not able to access the MyRT.html page which is giving the same > error. > > Can't call method "Content" on an undefined value at > /opt/rt3/share/html/Admin/Global/MyRT.html line 97. > When you ran RT's upgrade, did it prompt you to do a database upgrade? Did you do that upgrade? Do you still have the logs? -j From wayne at fsckin.com Sun Jul 13 17:28:34 2008 From: wayne at fsckin.com (Wayne Richardson) Date: Sun, 13 Jul 2008 16:28:34 -0500 Subject: [rt-users] Running RT on Windows Message-ID: <58f6d7070807131428t7ac6c0b9xe8af330cfdfd8757@mail.gmail.com> The information on the wiki is severely out of date: http://wiki.bestpractical.com/view/WindowsOSInstallGuide SecureScout offers a pre-packaged 3.4.5 version which works just fine, but it is missing many features of later releases. Has anyone been able to get a recent version running properly on Windows? From mr.samad at gmail.com Sun Jul 13 17:48:20 2008 From: mr.samad at gmail.com (Abdus Samad) Date: Mon, 14 Jul 2008 02:48:20 +0500 Subject: [rt-users] MyRT Global Page error In-Reply-To: <20080713205409.GI3666@bestpractical.com> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> <415596941-1215973578-cardhu_decombobulator_blackberry.rim.net-1236149801-@bxe112.bisx.prod.on.blackberry> <7338116a0807131158j6b6e0f73xb4e13cd5d1ff95ef@mail.gmail.com> <20080713205409.GI3666@bestpractical.com> Message-ID: <7338116a0807131448t6abe292ew76a2f6a9fef1eb01@mail.gmail.com> Yes it did prompt me for upgrade and I did that, all the update up to 3.8 were done by the script it gave at the end of update (I did not do that manyaly by goinng in each direcory and altering the tables) The scipt included did not returned any errors so, I guess it did worked fine. I think it might be a problem with the database, so, I checked if I have InnoDB in MySQL enabled and found that it was not. I enabled that and also altered all table to Innodb Engine. Now the next step I guess was to follow the Upgrade.mysql help file present inside the package. I found that / schema.mysql-4.0-4.1.pl must be run. Now I have a new problem when I run this script. It says. DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. Can any one point me in the direction of resolution of this issue. Since now, all my tables have InnoDB engine. The version of mysql I am running is mysql Ver 14.7 Distrib 4.1.11, for pc-linux-gnu (i386). Thank you, Abdus Samad On Mon, Jul 14, 2008 at 1:54 AM, Jesse Vincent wrote: > > > > On Sun, Jul 13, 2008 at 11:58:21PM +0500, Abdus Samad wrote: > > Thanks for your response, The Graphviz error is gone after reinstalling > but > > the gnupg error is still there even after installing the library. > > The package have been installed by using the following command (apt-get > > install GnuPG-Interface*). but the error logs still show > > [Sun Jul 13 18:52:21 2008] [debug]: RT's GnuPG libraries couldn't > > successfully read your configured GnuPG home directory > > (/opt/rt3/var/data/gpg). PGP support has been disabled > > (/opt/rt3/bin/../lib/RT/Config.pm:275) > > and I am not able to access the MyRT.html page which is giving the same > > error. > > > > Can't call method "Content" on an undefined value at > > /opt/rt3/share/html/Admin/Global/MyRT.html line 97. > > > > When you ran RT's upgrade, did it prompt you to do a database upgrade? > Did you do that upgrade? Do you still have the logs? > > -j > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From richard.harold at maxima.co.uk Mon Jul 14 03:04:21 2008 From: richard.harold at maxima.co.uk (Richard Harold) Date: Mon, 14 Jul 2008 08:04:21 +0100 Subject: [rt-users] Noob alert--question about ticket explosion Message-ID: <5E57A4BBA46F464F969B45562F21DE1401CF8FCD@hamail1.azurgroup.net> Hi Guys, Im new to the world of RT and Open Source, but am in the final stages of finishing of an RT helpdesk rollout. One thing that has confused me is all of a sudden when testing the system with the users, tickets have jumped up from 500 to 1000 now they are at 4000 odd. I know for a fact there hasn't been that many calls raised, any idea what's going on? Thanks in advance Richard Harold _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. 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For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From mr.samad at gmail.com Sun Jul 13 15:04:47 2008 From: mr.samad at gmail.com (Abdus Samad) Date: Mon, 14 Jul 2008 00:04:47 +0500 Subject: [rt-users] MyRT Global Page error In-Reply-To: <778247095-1215975656-cardhu_decombobulator_blackberry.rim.net-1230794628-@bxe112.bisx.prod.on.blackberry> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> <415596941-1215973578-cardhu_decombobulator_blackberry.rim.net-1236149801-@bxe112.bisx.prod.on.blackberry> <7338116a0807131158j6b6e0f73xb4e13cd5d1ff95ef@mail.gmail.com> <778247095-1215975656-cardhu_decombobulator_blackberry.rim.net-1230794628-@bxe112.bisx.prod.on.blackberry> Message-ID: <7338116a0807131204h352fd450s1b8caf0aa1763576@mail.gmail.com> 90 items => \@items, 91 current_portlets => $default_portlets->Content, 92 OnSave => sub { 93 my ( $conf, $pane ) = @_; 94 $default_portlets->SetContent( $conf ); 95 push @actions, loc( 'Global portlet [_1] saved.', $pane ); 96 } 97 ); 98 99 $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_, nojs => 1 ) 100 for @panes; On Mon, Jul 14, 2008 at 12:00 AM, wrote: > What's in /opt/rt3/share/html/Admin/Global/MyRT.html line 97. > > Sent via BlackBerry from T-Mobile > > ------------------------------ > *From*: "Abdus Samad" > *Date*: Sun, 13 Jul 2008 23:58:21 +0500 > > *To*: > *CC*: ; < > rt-users at lists.bestpractical.com> > *Subject*: Re: [rt-users] MyRT Global Page error > Thanks for your response, The Graphviz error is gone after reinstalling but > the gnupg error is still there even after installing the library. > The package have been installed by using the following command (apt-get > install GnuPG-Interface*). but the error logs still show > [Sun Jul 13 18:52:21 2008] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/opt/rt3/var/data/gpg). PGP support has been disabled > (/opt/rt3/bin/../lib/RT/Config.pm:275) > and I am not able to access the MyRT.html page which is giving the same > error. > > Can't call method "Content" on an undefined value at > /opt/rt3/share/html/Admin/Global/MyRT.html line 97. > > Thank you, > Abdus Samad > > On Sun, Jul 13, 2008 at 11:25 PM, wrote: > >> I would reinstall both >> >> Sent via BlackBerry from T-Mobile >> >> ------------------------------ >> *From*: "Abdus Samad" >> *Date*: Sun, 13 Jul 2008 23:25:10 +0500 >> *To*: >> *CC*: ; < >> rt-users at lists.bestpractical.com> >> *Subject*: Re: [rt-users] MyRT Global Page error >> I receive the following errors in debug logs. >> >> [Sun Jul 13 18:21:49 2008] [debug]: You've enabled GraphViz, but we >> couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: >> /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl >> /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 >> /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 >> /usr/local/lib/site_perl . /etc/apache/ /etc/apache/lib/perl) at >> /opt/rt3/bin/../lib/RT/Config.pm line 249. >> (/opt/rt3/bin/../lib/RT/Config.pm:250) >> [Sun Jul 13 18:21:49 2008] [debug]: RT's GnuPG libraries couldn't >> successfully read your configured GnuPG home directory >> (/opt/rt3/var/data/gpg). PGP support has been disabled >> (/opt/rt3/bin/../lib/RT/Config.pm:275) >> [Sun Jul 13 18:21:55 2008] [debug]: RT's GnuPG libraries couldn't >> successfully read your configured GnuPG home directory >> (/opt/rt3/var/data/gpg). PGP support has been disabled >> (/opt/rt3/bin/../lib/RT/Config.pm:275) >> >> The second one seems to be the problem, any suggestions how to enable the >> support.? or is there some other problem opening MyRT.html >> >> Thank you, >> Abdus Samad >> >> On Sun, Jul 13, 2008 at 9:56 PM, wrote: >> >>> Turn on debug on rt log and post the error >>> Sent via BlackBerry from T-Mobile >>> >>> -----Original Message----- >>> From: "Abdus Samad" >>> >>> Date: Sun, 13 Jul 2008 21:46:04 >>> To: >>> Subject: [rt-users] MyRT Global Page error >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 mike.peachey at jennic.com Mon Jul 14 04:46:22 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 14 Jul 2008 09:46:22 +0100 Subject: [rt-users] RT::Authen::ExternalAuth In-Reply-To: <481F7DD6.7020802@ias.edu> References: <481F4D03.3060401@ias.edu> <481F7DD6.7020802@ias.edu> Message-ID: <487B125E.9070702@jennic.com> Morning people. So, thanks to Lloyd, we are one step further forward with this issue of failing to autocreate accounts and the explanation makes a certain amount of sense. For anyone else experiencing the same problem (log showing: "[info]: Autocreated authenticated user foobar ( )") can you confirm whether there's any chance that a user already exists in RT with the username and or e-mail address of the user you're trying to auto-create? Also, it's prompted me to think about the config directive attr_match_list. Technically this directive determines what fields should be unique to every single user and is somewhat legacy to the original LDAP implementations. At the moment, this is the default: 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], This was a mistake and as of the next release the default will be: 'attr_match_list' => [ 'Name', 'EmailAddress', ], because, really, the only things that should not be allowed to be the same for any two users are the username and e-mail address. I don't necessarily think this is going to be causing the problem, but it certainly doesn't help and recommend to anyone that you reduce your attr_match_list as above - it may even speed up your user lookups a tiny bit depending on how your install is being used. So, in summary.. of all the people experiencing the original problem, do you get the same problem with a clean user database? -- 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 Braam.van.Heerden at conversant.co.za Mon Jul 14 08:32:44 2008 From: Braam.van.Heerden at conversant.co.za (Braam van Heerden) Date: Mon, 14 Jul 2008 14:32:44 +0200 Subject: [rt-users] Permissions by custom field In-Reply-To: <48778CB1.2030400@lbl.gov> Message-ID: Kenneth, Todd Chapman sent some suggestions I will try. I will try to be a bit more clear in my problem statement: We have a single queue called support that handles all tickets from various customers we have SLA's with. For ease of use we decided to only use a single queue and not create a queue per customer (as that list fluctuates sometimes). Also, we have certain information on what packages our customers offer to their customers, and how this is implemented, and all this is bound by NDA's, so it's imperative we do not let one customer see the details of another customer's tickets. To differentiate tickets raised by various customers we created a Custom Field that contains the name of the customer. Now, the issue is this: CustomerA has got a number of employees: Empl1, Empl2 and Empl3. Either of them can raise a ticket, and we will respond and close the ticket. Now, some time later the COO/CEO of CustomerA requires access to all tickets raised by the various employees to track who has not done their job, or where contractual violations occurred. How can we grant this user access to all tickets raised by his company (and tagged by a certain Custom Field), whilst not allowing him access to tickets raised by other customers? Right now I am leaning towards creating a group for every customer, then add the group as a Requestor/Cc for the ticket. If I understand things correctly group members should then have access to all tickets created under that group, if I give ShowTicket to the group, but to no others. Not sure if there's an esier way to do this, though. Thanks :) Braam van Heerden Conversant Systems (Pty) Ltd Tel: +27 11 782 2930 Cell: +27 82 336 4643 Skype: braamvh > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: 11 July 2008 18:39 PM > To: Braam van Heerden > Cc: rt-users at bestpractical.com > Subject: Re: [rt-users] Permissions by custom field > > Braam, > > > I'm a bit confused. Your subject line mentions > permissions and I don't see that question here. As to Custom > Fields, what is the correlation between customer and company? > Normally, I would think it was one to one. However, if you > are creating tickets for someone else, you can modify the > "Requestor" to be the customer and not you. You will still be > the "creator". Then, you can have a CF that is the company. > Permissions would be simpler. You could grant the right > to "ShowTicket" > Globally to the "Requestor" role and that would keep your "customer" > from seeing other "customer (Requestor)" tickets. Then you > merely go to your Custom Field and apply it to the support > queue and then go to "Group Rights" and grant > "SeeCustomField" to Privileged. That way all privileged users > will be able to see that field as well as the ticket in a > queue they are privileged to access. Hope this helps. > > > Kenn > LBNL > > On 7/11/2008 6:01 AM, Braam van Heerden wrote: > > Greetings, > > > > After reading the permissions wiki I still can't figure out how to > > achieve what my MD wants. Please excuse me if this is > described there. > > I am still fairly new at RT and the permissions system. > > > > We have a queue called Support where all our product > support requests > > from clients go into. We also have a custom field called "Client" > > that contains the name of the customer the ticket was > raised for. Our > > customers can log into RT and see all the tickets they > originated, but > > some managers would like to see all the tickets generated for their > > company. How can we set up the permissions to achieve this? > > > > Clients are not allowed to see other client's tickets, and we would > > prefer not to create a queue for each customer, as this > sometimes vary. > > > > Any tips would be appreciated. We are running RT 3.6.6. > > > > Thanks :) > > > > Braam van Heerden > > Conversant Systems (Pty) Ltd > > Tel: +27 11 782 2930 > > Cell: +27 82 336 4643 > > Skype: braamvh > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > From rainer at ultra-secure.de Mon Jul 14 09:25:19 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 14 Jul 2008 15:25:19 +0200 Subject: [rt-users] Permissions by custom field In-Reply-To: References: Message-ID: <487B53BF.3010006@ultra-secure.de> Braam van Heerden schrieb: > Kenneth, > > Todd Chapman sent some suggestions I will try. > > I will try to be a bit more clear in my problem statement: > I solved this by creating a queue for the customer and making one user a privileged user for that queue only. So he can see all tickets. Support staff here must move tickets into that queue first, though. (I think that's all I had to do, but I can't remember 100%). This is really one of the few problematic areas of RT - it's a common problem with "control-freak" bosses of partners who want to see all tickets, so they can judge (from the amount and from cross-reading them) if there is "a problem" or not... I wish, this was possible without a special queue. cu, Rainer From todd at chaka.net Mon Jul 14 09:33:23 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 14 Jul 2008 09:33:23 -0400 Subject: [rt-users] Permissions by custom field In-Reply-To: <487B53BF.3010006@ultra-secure.de> References: <487B53BF.3010006@ultra-secure.de> Message-ID: <519782dc0807140633x187b256dt1581933042022179@mail.gmail.com> It is possible without a special queue, and it's not that hard. :) On Mon, Jul 14, 2008 at 9:25 AM, Rainer Duffner wrote: > Braam van Heerden schrieb: >> Kenneth, >> >> Todd Chapman sent some suggestions I will try. >> >> I will try to be a bit more clear in my problem statement: >> > > I solved this by creating a queue for the customer and making one user a > privileged user for that queue only. > So he can see all tickets. > Support staff here must move tickets into that queue first, though. > (I think that's all I had to do, but I can't remember 100%). > > This is really one of the few problematic areas of RT - it's a common > problem with "control-freak" bosses of partners who want to see all > tickets, so they can judge (from the amount and from cross-reading them) > if there is "a problem" or not... > > I wish, this was possible without a special queue. > > > cu, > Rainer > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Braam.van.Heerden at conversant.co.za Mon Jul 14 09:55:01 2008 From: Braam.van.Heerden at conversant.co.za (Braam van Heerden) Date: Mon, 14 Jul 2008 15:55:01 +0200 Subject: [rt-users] Permissions by custom field In-Reply-To: <487B58DF.7010600@vialtus.com> Message-ID: Roy, Here's the reply from Todd: -------------------------------------- your clients are the requestor of the ticket? if so just give the Requestor role ShowTicket. if every employee of a particular client needs to see each ticket you may have to create a scrip to add the client's group as Cc and give ShowTicket to the Cc role. -------------------------------------- Very similar to your solution. - Braam > Hi Braam; > > Its always interesting to read Todd's suggestions cause he is > always spot on; but could n't find them in the thread , ist > possible to forward them to the list please. > With regard to dealing with customers, our implementation > here is exactly as you suggested, we group our customer > contacts , if any of the contacts open a ticket (via > web/mail), a scrip action add the rest of the customer group > contacts as requestors; and a set a cf to the customer > name(organisation), then all customer contacts can login to > the self service interface and view/update the tickets. > This have served us well for the past few years, the only > issue we get every now and then, is when we add a new > customer contact that need visibility of old ticket, for this > I have a perl script that crawl tickets looking for tickets > with cf for the customer and add the new contact as requester. > I am not an admirer of queue per customer, my philosophy is > that queues should represent the internal departments. > > Regards; > Roy From rfh at vialtus.com Mon Jul 14 09:47:11 2008 From: rfh at vialtus.com (Roy El-Hames) Date: Mon, 14 Jul 2008 14:47:11 +0100 Subject: [rt-users] Permissions by custom field In-Reply-To: References: Message-ID: <487B58DF.7010600@vialtus.com> Hi Braam; Its always interesting to read Todd's suggestions cause he is always spot on; but could n't find them in the thread , ist possible to forward them to the list please. With regard to dealing with customers, our implementation here is exactly as you suggested, we group our customer contacts , if any of the contacts open a ticket (via web/mail), a scrip action add the rest of the customer group contacts as requestors; and a set a cf to the customer name(organisation), then all customer contacts can login to the self service interface and view/update the tickets. This have served us well for the past few years, the only issue we get every now and then, is when we add a new customer contact that need visibility of old ticket, for this I have a perl script that crawl tickets looking for tickets with cf for the customer and add the new contact as requester. I am not an admirer of queue per customer, my philosophy is that queues should represent the internal departments. Regards; Roy Braam van Heerden wrote: > Kenneth, > > Todd Chapman sent some suggestions I will try. > > I will try to be a bit more clear in my problem statement: > > We have a single queue called support that handles all tickets from > various customers we have SLA's with. For ease of use we decided to > only use a single queue and not create a queue per customer (as that > list fluctuates sometimes). Also, we have certain information on what > packages our customers offer to their customers, and how this is > implemented, and all this is bound by NDA's, so it's imperative we do > not let one customer see the details of another customer's tickets. To > differentiate tickets raised by various customers we created a Custom > Field that contains the name of the customer. > > Now, the issue is this: CustomerA has got a number of employees: Empl1, > Empl2 and Empl3. Either of them can raise a ticket, and we will respond > and close the ticket. Now, some time later the COO/CEO of CustomerA > requires access to all tickets raised by the various employees to track > who has not done their job, or where contractual violations occurred. > > How can we grant this user access to all tickets raised by his company > (and tagged by a certain Custom Field), whilst not allowing him access > to tickets raised by other customers? > > Right now I am leaning towards creating a group for every customer, then > add the group as a Requestor/Cc for the ticket. If I understand things > correctly group members should then have access to all tickets created > under that group, if I give ShowTicket to the group, but to no others. > Not sure if there's an esier way to do this, though. > > Thanks :) > > Braam van Heerden > Conversant Systems (Pty) Ltd > Tel: +27 11 782 2930 > Cell: +27 82 336 4643 > Skype: braamvh > > > >> -----Original Message----- >> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] >> Sent: 11 July 2008 18:39 PM >> To: Braam van Heerden >> Cc: rt-users at bestpractical.com >> Subject: Re: [rt-users] Permissions by custom field >> >> Braam, >> >> >> I'm a bit confused. Your subject line mentions >> permissions and I don't see that question here. As to Custom >> Fields, what is the correlation between customer and company? >> Normally, I would think it was one to one. However, if you >> are creating tickets for someone else, you can modify the >> "Requestor" to be the customer and not you. You will still be >> the "creator". Then, you can have a CF that is the company. >> Permissions would be simpler. You could grant the right >> to "ShowTicket" >> Globally to the "Requestor" role and that would keep your "customer" >> from seeing other "customer (Requestor)" tickets. Then you >> merely go to your Custom Field and apply it to the support >> queue and then go to "Group Rights" and grant >> "SeeCustomField" to Privileged. That way all privileged users >> will be able to see that field as well as the ticket in a >> queue they are privileged to access. Hope this helps. >> >> >> Kenn >> LBNL >> >> On 7/11/2008 6:01 AM, Braam van Heerden wrote: >> >>> Greetings, >>> >>> After reading the permissions wiki I still can't figure out how to >>> achieve what my MD wants. Please excuse me if this is >>> >> described there. >> >>> I am still fairly new at RT and the permissions system. >>> >>> We have a queue called Support where all our product >>> >> support requests >> >>> from clients go into. We also have a custom field called "Client" >>> that contains the name of the customer the ticket was >>> >> raised for. Our >> >>> customers can log into RT and see all the tickets they >>> >> originated, but >> >>> some managers would like to see all the tickets generated for their >>> company. How can we set up the permissions to achieve this? >>> >>> Clients are not allowed to see other client's tickets, and we would >>> prefer not to create a queue for each customer, as this >>> >> sometimes vary. >> >>> Any tips would be appreciated. We are running RT 3.6.6. >>> >>> Thanks :) >>> >>> Braam van Heerden >>> Conversant Systems (Pty) Ltd >>> Tel: +27 11 782 2930 >>> Cell: +27 82 336 4643 >>> Skype: braamvh >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> 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 Mon Jul 14 13:01:02 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jul 2008 10:01:02 -0700 Subject: [rt-users] Noob alert--question about ticket explosion In-Reply-To: <5E57A4BBA46F464F969B45562F21DE1401CF8FCD@hamail1.azurgroup.net> References: <5E57A4BBA46F464F969B45562F21DE1401CF8FCD@hamail1.azurgroup.net> Message-ID: <487B864E.4060706@lbl.gov> Richard, Try looking to see if RT is creating new tickets when a user "Replies" to a ticket. If they do a "ReplyAll" for a ticket, then RT could very possibly be creating a new ticket every time. The ticket queue should be set to do all the notifications needed and the users instructed to "Just Reply" and let RT do it's thing. Anyway, that's my thought. Kenn LBNL On 7/14/2008 12:04 AM, Richard Harold wrote: > Hi Guys, > > > > Im new to the world of RT and Open Source, but am in the final stages of > finishing of an RT helpdesk rollout. > > One thing that has confused me is all of a sudden when testing the > system with the users, tickets have jumped up from 500 to 1000 now they > are at 4000 odd. I know for a fact there hasn?t been that many calls > raised, any idea what?s going on? > > > > Thanks in advance > > > > Richard Harold > > > _DISCLAIMER: > > This message is intended only for the use of the person(s) ("the > intended recipient(s)") to whom it is addressed. > > It may contain information which is privileged, proprietary and/or > confidential within the meaning of applicable law. > > If you are not the intended recipient, be advised that you have received > this email in error and that any use, dissemination, forwarding, > printing or copying of this message (including any attachments) is > strictly prohibited. > > If you have received this message in error, please contact the sender of > this message as soon as possible. > > The views or opinions expressed in this message are those of the author > and may not necessarily be the views held by Maxima Holdings plc. > Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, > GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 > ____________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jsmoriss at mvlan.net Mon Jul 14 13:09:31 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Mon, 14 Jul 2008 17:09:31 +0000 Subject: [rt-users] PGP signatures... Message-ID: <20080714170931.GI21964@zaphod.mvlan.net> Hi everyone, I've had to add some filtering for PGP keys to clean-up ticket attachments: # diff lib/RT/Attachment_Overlay.pm local/lib/RT/Attachment_Overlay.pm 166d165 < 169a169,174 > # skip PGP signatures > if ($Attachment->mime_type eq 'application/pgp-signature') { > $RT::Logger->info("PGP signature attachment skipped."); > return (); > } > A better solution would be to use the PGO signature to validate the e-mail. Has anyone coded something for this already? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From KFCrocker at lbl.gov Mon Jul 14 13:11:11 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jul 2008 10:11:11 -0700 Subject: [rt-users] Permissions by custom field In-Reply-To: References: Message-ID: <487B88AF.4070205@lbl.gov> Braam, I agree with the group idea, always have. In fact, you can add yourself as a member of each group and create some searches that you can seave for each individual group. That way, when the other members of each group wants to run a query, they hav3e several choices they can make becuae you some some good ones for them and those are available to everyone in the SAME group. Also, The "group as requestor" is the same idea as I made of granting "ShowTicket" blobally to the role "Requestor". That allows requstors the right to see ONLY their tickets (as long as you didn't grant "ShowTicket" to another group). The CF for Customer name can also be used for searches and you can write a scrip to pre-fill that CF by the "@xxxx.com" or ".org" portion of the email address and that way all tickets created will automatically have the correct "Customer NAme' when created. Just a thought. Kenn LBNL On 7/14/2008 5:32 AM, Braam van Heerden wrote: > Kenneth, > > Todd Chapman sent some suggestions I will try. > > I will try to be a bit more clear in my problem statement: > > We have a single queue called support that handles all tickets from > various customers we have SLA's with. For ease of use we decided to > only use a single queue and not create a queue per customer (as that > list fluctuates sometimes). Also, we have certain information on what > packages our customers offer to their customers, and how this is > implemented, and all this is bound by NDA's, so it's imperative we do > not let one customer see the details of another customer's tickets. To > differentiate tickets raised by various customers we created a Custom > Field that contains the name of the customer. > > Now, the issue is this: CustomerA has got a number of employees: Empl1, > Empl2 and Empl3. Either of them can raise a ticket, and we will respond > and close the ticket. Now, some time later the COO/CEO of CustomerA > requires access to all tickets raised by the various employees to track > who has not done their job, or where contractual violations occurred. > > How can we grant this user access to all tickets raised by his company > (and tagged by a certain Custom Field), whilst not allowing him access > to tickets raised by other customers? > > Right now I am leaning towards creating a group for every customer, then > add the group as a Requestor/Cc for the ticket. If I understand things > correctly group members should then have access to all tickets created > under that group, if I give ShowTicket to the group, but to no others. > Not sure if there's an esier way to do this, though. > > Thanks :) > > Braam van Heerden > Conversant Systems (Pty) Ltd > Tel: +27 11 782 2930 > Cell: +27 82 336 4643 > Skype: braamvh > > >> -----Original Message----- >> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] >> Sent: 11 July 2008 18:39 PM >> To: Braam van Heerden >> Cc: rt-users at bestpractical.com >> Subject: Re: [rt-users] Permissions by custom field >> >> Braam, >> >> >> I'm a bit confused. Your subject line mentions >> permissions and I don't see that question here. As to Custom >> Fields, what is the correlation between customer and company? >> Normally, I would think it was one to one. However, if you >> are creating tickets for someone else, you can modify the >> "Requestor" to be the customer and not you. You will still be >> the "creator". Then, you can have a CF that is the company. >> Permissions would be simpler. You could grant the right >> to "ShowTicket" >> Globally to the "Requestor" role and that would keep your "customer" >> from seeing other "customer (Requestor)" tickets. Then you >> merely go to your Custom Field and apply it to the support >> queue and then go to "Group Rights" and grant >> "SeeCustomField" to Privileged. That way all privileged users >> will be able to see that field as well as the ticket in a >> queue they are privileged to access. Hope this helps. >> >> >> Kenn >> LBNL >> >> On 7/11/2008 6:01 AM, Braam van Heerden wrote: >>> Greetings, >>> >>> After reading the permissions wiki I still can't figure out how to >>> achieve what my MD wants. Please excuse me if this is >> described there. >>> I am still fairly new at RT and the permissions system. >>> >>> We have a queue called Support where all our product >> support requests >>> from clients go into. We also have a custom field called "Client" >>> that contains the name of the customer the ticket was >> raised for. Our >>> customers can log into RT and see all the tickets they >> originated, but >>> some managers would like to see all the tickets generated for their >>> company. How can we set up the permissions to achieve this? >>> >>> Clients are not allowed to see other client's tickets, and we would >>> prefer not to create a queue for each customer, as this >> sometimes vary. >>> Any tips would be appreciated. We are running RT 3.6.6. >>> >>> Thanks :) >>> >>> Braam van Heerden >>> Conversant Systems (Pty) Ltd >>> Tel: +27 11 782 2930 >>> Cell: +27 82 336 4643 >>> Skype: braamvh >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> sales 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 Jul 14 14:02:38 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jul 2008 11:02:38 -0700 Subject: [rt-users] Help with CLI In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F9325B@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F9325B@w3hamboex11.ger.win.int.kn> Message-ID: <487B94BE.60402@lbl.gov> Torsten, Hey, I got it up without the error of not recognizing the command. I tried Shawn's suggestion and keyed in the following: Export RTUSER=My LDAP User name Export RTPASSWD=My LDAP password Export RTSERVER=My Dev server /apps/rt/rt-3.6.6/bin/rt At that point, I got the RT prompt. Now all I need to do is try some RT "Create" commands to see if I can actually create a ticket using CLI. Then I need to do several at a time and then within a SQL that is in a shell. Do you have any examples of CLI that create new tickets? Several in a row? I appreciate. Thanks a lot. Kenn LBNL On 7/10/2008 2:58 PM, Ham MI-ID, Torsten Brumm wrote: > You can set the password and user settings as a shell variable or a > .rtrc file, look at the wiki, it is explained good. > > More answers tomorrow, it's midnight here ;-) > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > > To: Shawn M Moore > CC: rt-users at lists.bestpractical.com > Sent: Thu Jul 10 23:54:29 2008 > Subject: Re: [rt-users] Help with CLI > > Shawn, > > > Thanks! That worked! Although now it wants a password so I have > to go > find one. > Question: will I be able to embed a CLI command that creates a new > record and sets values for the fields within an SQL without it wanting a > password every time? I hope so. Otherwise I won't be able to walk thru > the old database and create new tickets in the new DB. Doing this one at > a time is not gonna do at all. > > > Kenn > LBNL > > On 7/10/2008 2:24 PM, Shawn M Moore wrote: > > On Thu, Jul 10, 2008 at 02:09:43PM -0700, Kenneth Crocker wrote: > > > > Hi Kenneth, > > > >> bash-2.03$ pwd > >> /apps/rt > >> bash-2.03$ rt list "status='new'"; > >> bash: rt: command not found > > > > It looks like the directory containing "rt" is not in your PATH. The > > laziest fix is to just specify the full path to the rt program: > > > > $ /apps/rt/bin/rt list status='new' > > > > Shawn > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, > Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), > Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA > 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne > & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender > Verwaltungsrat: Klaus-Michael K?hne > > From richard.harold at maxima.co.uk Mon Jul 14 15:05:18 2008 From: richard.harold at maxima.co.uk (Richard Harold) Date: Mon, 14 Jul 2008 20:05:18 +0100 Subject: [rt-users] Question about Privileged and unprivaledged user Message-ID: <5E57A4BBA46F464F969B45562F21DE1401CF8FD5@hamail1.azurgroup.net> Hi Guys, I had set a user in RT as a Privileged user, but then later changed him to an unprivileged. I now can't see him in the list of users. I want to reverse this action by "let this user be granted rights" buy they just do not appear. The user is basically an external customer that we just need to give basic ability of seeing open/closed tickets via a saved search. There doesn't appear to be an option to see unprivileged users at all even though I am logged on as a super user. Any help would be much appreciated. _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From forrestarthur at gmail.com Mon Jul 14 15:21:41 2008 From: forrestarthur at gmail.com (Forrest Blount) Date: Mon, 14 Jul 2008 15:21:41 -0400 Subject: [rt-users] Question about Privileged and unprivaledged user In-Reply-To: <5E57A4BBA46F464F969B45562F21DE1401CF8FD5@hamail1.azurgroup.net> References: <5E57A4BBA46F464F969B45562F21DE1401CF8FD5@hamail1.azurgroup.net> Message-ID: When you do a search for users there's a checkbox "include disabled users in search". If you check that, the missing user should turn up, then you just have to apply all the rights you revoked. Cheers, Forrest On Mon, Jul 14, 2008 at 3:05 PM, Richard Harold wrote: > Hi Guys, > > > > I had set a user in RT as a Privileged user, but then later changed him to > an unprivileged. I now can't see him in the list of users. I want to reverse > this action by "let this user be granted rights" buy they just do not > appear. > > > > The user is basically an external customer that we just need to give basic > ability of seeing open/closed tickets via a saved search. > > > > There doesn't appear to be an option to see unprivileged users at all even > though I am logged on as a super user. > > > > Any help would be much appreciated. > > > > > > _DISCLAIMER: > > This message is intended only for the use of the person(s) ("the intended > recipient(s)") to whom it is addressed. > > It may contain information which is privileged, proprietary and/or > confidential within the meaning of applicable law. > > If you are not the intended recipient, be advised that you have received > this email in error and that any use, dissemination, forwarding, printing or > copying of this message (including any attachments) is strictly prohibited. > > If you have received this message in error, please contact the sender of > this message as soon as possible. > > The views or opinions expressed in this message are those of the author and > may not necessarily be the views held by Maxima Holdings plc. > Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 > 2JA. Registered in England. 5043538. VAT Number - 728778184 > ____________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 phillip.tan at pacificarena.travel Mon Jul 14 15:26:00 2008 From: phillip.tan at pacificarena.travel (Phillip Tan) Date: Tue, 15 Jul 2008 03:26:00 +0800 Subject: [rt-users] Question about Privileged and unprivaledged user References: <5E57A4BBA46F464F969B45562F21DE1401CF8FD5@hamail1.azurgroup.net> Message-ID: <22FD430388B9984092EB14523AFF93568E5E9A@pamail.pno.localnet> Hi Richard, Use % as the search character in users and it will list all users both privileged and unprivileged users. Hope this helps. Regards, phillip. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Richard Harold Sent: Tue 15-Jul-08 03:05 To: rt-users at lists.bestpractical.com Subject: [rt-users] Question about Privileged and unprivaledged user Hi Guys, I had set a user in RT as a Privileged user, but then later changed him to an unprivileged. I now can't see him in the list of users. I want to reverse this action by "let this user be granted rights" buy they just do not appear. The user is basically an external customer that we just need to give basic ability of seeing open/closed tickets via a saved search. There doesn't appear to be an option to see unprivileged users at all even though I am logged on as a super user. Any help would be much appreciated. _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From jesse at bestpractical.com Mon Jul 14 15:56:12 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 14 Jul 2008 15:56:12 -0400 Subject: [rt-users] RT 3.8.0 now available Message-ID: <5BA7ECAF-CEA2-4602-B028-A4C407883FC7@bestpractical.com> [ A version of this message with screenshots of RT 3.8's new features is available at http://blog.bestpractical.com/2008/07/today-were-rele.html ] Today, we're releasing RT 3.8.0, the first major upgrade to RT in about two years. Over the past two years, we've been working hard to improve RT. We're very proud of RT 3.8 and hope you'll find it a worthy upgrade. Many, but not all, of the new features you'll find in RT 3.8 are the direct result of work we did for clients. WYSIWYG email composition, GnuPG email signatures and encryption, ticket relationship graphs and email digests are all enhanced versions of features we originally developed as "custom" extensions for clients. When we haven't been busy improving RT for clients, we've spent much of our time tidying and polishing RT. In the past few months, we've resolved over 540 bugs and feature requests. RT's new visual style, "on-line" dashboards, workflow and performance improvements, along with literally hundreds of bug fixes and performance improvements are the direct result of your patches, bug reports and suggestions over the past few years. I could easily claim that there are too many new features to list, but the reality is simply that there are more new features I could list than you're willing to read about. If you're interested in the full, sordid history of changes to RT since RT 3.6, you can find the full history in our public subversion repository at svn:// svn.bestpractical.com/rt. What's new in RT 3.8 A new visual style We've completely overhauled RT's visual style to look a bit more like what you'd expect modern enterprise software to look like. The pleasing blue gradient background and rounded corners will keep you on an even keel when dealing with even the most complex and frustrating issues. (We've also extensively tweaked the fonts, menus and layouts based on feedback from dozens of testers. RT has always been easy for your team to pick up with little or no user training. The usability improvements in RT 3.8 should help keep your team happy and productive. ) Richtext email RT has been around since before the days of HTML email. We've completely retooled inline RT's email composition system to give your team a "WYSIWYG" composition window for HTML email using FCKEditor. We chose FCKEditor because of its excellent cross-platform support. (It even preserves styles when you copy and paste from your word processor!) When creating, replying to or commenting on tickets, you can now make things bold, italic, red or blue (and do all sorts of other things to your text as well). At the same time, we overhauled how RT displays HTML and multipart email messages to work more like desktop email clients. We've always worked hard to make RT a good email citizen. That's more true now than ever. When sending styled email, RT will always send a plain text equivalent along as well. If you don't need rich text support locally, you can disable it from RT's configuration file. Email signatures and encryption Many organizations around the world use RT to manage the information flow of their mission-critical security applications. Pretty Good Privacy (PGP) is the global standard for inter-organization secure email. We've updated RT with comprehensive support for PGP using the Gnu Privacy Guard. RT can now verify PGP signatures on incoming messages, decrypt encrypted messages and sign and encrypt outgoing mail. User preferences RT has always been incredibly configurable and flexible. Through version 3.6, however, most of that configurability was in the hands of developers and administrators alone. Starting with version 3.8, we've introduced a new user preference system. For version 3.8.0, we've added the set of preferences we found our users most commonly reaching for, including: Ticket history ordering Timezone Date and time format Username format Default queue Size of message text boxes Dashboards With RT, it's easy to customize your home page to show you the saved searches and charts which matter to you on a daily basis. Your RT homepage is your personal dashboard. In RT 3.8, we've made it possible for you to build and save dashboards for particular projects or groups. Dashboards can contain saved searches, saved graphs and ticket relationship charts. You can, of course, keep these dashboards to yourself, but you can also share them with the other members of a group you're in. With just a few clicks, you can schedule daily, weekly or monthly delivery of a dashboard. Here at Best Practical, we used this feature to send daily updates on the progress of the RT 3.8 release to the whole team -- complete with a list of open critical issues and a recap of all the issues resolved in the past day. Charts of ticket relationships RT has a rich "relationships" system which lets you link tickets (or just about anything else) together to form larger projects. You can set up "depends on" relationships, "parent child" relationships and simple "refers to" links. It's always been easy to see a single ticket's relationships as a list. Beginning in RT 3.8, you can build clickable diagrams of tickets and all their relationships. With a few clicks, you can customize which ticket attributes are displayed and how the chart will be rendered. You can save charts you build and include them on your homepage or in RT's new dashboards. Lots more! Breeze through upgrades with new upgrade tools Subscribe to iCalendar feeds of ticket due dates Bookmark frequently-used tickets Turn off mail from RT when you go on vacation Get your mail from RT as a daily or weekly batch Delete historical or spam tickets with RT::Shredder (only as a superuser) Set up more configurable business rules with new Scrip Conditions and Actions Forward tickets to third-parties from within RT Enable and Disable RT extensions with the new Plugins system Automatically log out inactive users with rt-clean-sessions Run faster with less memory, thanks to numerous performance improvements and bug fixes. Download RT You can download RT 3.8.0 at:http://download.bestpractical.com/pub/rt/release/rt-3.8.0.tar.gz This release of RT has been digitally signed with PGP. You can download the signature file at: http://download.bestpractical.com/pub/rt/release/rt-3.8.0.tar.gz.sig Commercial Support We sell commercial support for RT. If your organization uses RT in production, you should consider buying a support contract to help ensure that your RT instance continues to work well. To celebrate the release of RT 3.8, we're offering: free upgrade support to new support contract customers. a 20% discount on upgrades to RT 3.8 from any previous version of RT. a 10% discount on migration to RT 3.8 from any other ticketing or issue tracking system. To find out more about our support options, please contact us atsales at bestpractical.com . 2008 RT Fall Training We provide unparalleled instruction in how to get the most out of RT. On October 24, we will be offering an intensive one-day developer and administrator training session taught by the developers who built RT. This is the first training session where we will present new features and changes in RT 3.8. This comprehensive session will cover: New features in RT 3.8 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 Building 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 only be offered in: San Francisco, CA on Friday, October 24th, 2008 Reservations The cost of training is $995 per participant. Discounts are available for organizations sending more than one participant and for academic institutions. To reserve your seat, please send mail totraining at bestpractical.com with the names and email addresses of all attendees. Register now to reserve your seat! Space is limited. Private training Additionally, we offer private training sessions for organizations. If you would like to schedule a private training session, please drop us a line attraining at bestpractical.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 194 bytes Desc: This is a digitally signed message part URL: From damon at thinkingphones.com Mon Jul 14 16:06:46 2008 From: damon at thinkingphones.com (Damon Miller) Date: Mon, 14 Jul 2008 13:06:46 -0700 Subject: [rt-users] Delegation of Admin privilege Message-ID: <4A29003103C85E46A118982CC4731B89239BB2@EXVBE005-2.exch005intermedia.net> Hi all, I've got a quick question around privilege use in RT. My goal is to allow designated end users to manage their own RT instances but NOT have the ability to create new users. I tried creating an admin user and giving it everything except "SuperUser" in Global -> User Rights, but that didn't work; the user could not only create users but he could also grant himself the "SuperUser" privilege. I had hoped that only "SuperUser" could actually create users, but I think that was misguided. So the question becomes is there a way to control user administration at a level more granular than "AdminUsers" (which seems to include both user creation and the ability to grant "SuperUser" privilege)? Thanks in advance! Damon -- Damon T. Miller Director of Application Services Thinking Phone Networks damon at thinkingphones.com 617-649-1388 (Office) From jesse at bestpractical.com Mon Jul 14 16:14:18 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 14 Jul 2008 16:14:18 -0400 Subject: [rt-users] PGP signatures... In-Reply-To: <20080714170931.GI21964@zaphod.mvlan.net> References: <20080714170931.GI21964@zaphod.mvlan.net> Message-ID: <0C8E29B4-B3DC-4EB9-B8BE-5B02EF93104C@bestpractical.com> On Jul 14, 2008, at 1:09 PM, Jean-Sebastien Morisset wrote: > Hi everyone, > > I've had to add some filtering for PGP keys to clean-up ticket > attachments: > > # diff lib/RT/Attachment_Overlay.pm local/lib/RT/Attachment_Overlay.pm > 166d165 > < > 169a169,174 >> # skip PGP signatures >> if ($Attachment->mime_type eq 'application/pgp-signature') { >> $RT::Logger->info("PGP signature attachment skipped."); >> return (); >> } >> > > A better solution would be to use the PGO signature to validate the > e-mail. Has anyone coded something for this already? > As it happens, yes, we have. It's available as part of RT 3.8.0. Best, Jesse > Thanks, > js. > -- > Jean-Sebastien Morisset, Sr. UNIX Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kfreels at sendmail.com Mon Jul 14 18:20:20 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Mon, 14 Jul 2008 15:20:20 -0700 Subject: [rt-users] Changing Queue reference in emails Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B216FAB@platypus> Greetings! I would like the response emails (comment, reply) to reflect the queue that they're generated from, not the RT instance. We have multiple queues, and I think it will get confusing to have the messages say "I.T. Support" when the ticket generated is actually from the Engineering queue. How is this done? Do I need to create a whole new series of templates for each queue? Thanks, as always!!!! ....k -=-=-=- Kevin Freels Director of Information Technology Sendmail, Inc. kfreels at sendmail.com 510/594.5572 From gleduc at mail.sdsu.edu Mon Jul 14 18:31:38 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 14 Jul 2008 15:31:38 -0700 Subject: [rt-users] Changing Queue reference in emails In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B216FAB@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B216FAB@platypus> Message-ID: <6.2.1.2.2.20080714152719.025bb1f0@mail.sdsu.edu> Hi Kevin, I think that's the purpose of the fields on the Basics tab when editing a queue's configuration. For instance, in my Support queue the Description is "Support Requests" and the Reply Address is "support_reqs at abc.com". Replies to tickets are from "Support Requests ". Regards, Gene At 03:20 PM 7/14/2008, Kevin Freels wrote: >Greetings! > >I would like the response emails (comment, reply) to reflect the queue >that they're generated from, not the RT instance. We have multiple >queues, and I think it will get confusing to have the messages say "I.T. >Support" when the ticket generated is actually from the Engineering >queue. > >How is this done? Do I need to create a whole new series of templates >for each queue? > >Thanks, as always!!!! > >....k >-=-=-=- >Kevin Freels >Director of Information Technology >Sendmail, Inc. >kfreels at sendmail.com 510/594.5572 >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From richih.mailinglist at gmail.com Mon Jul 14 18:32:58 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 15 Jul 2008 00:32:58 +0200 Subject: [rt-users] Some random questions Message-ID: <2d460de70807141532t34a12b82g8d1786b9b47aef7b@mail.gmail.com> Hi all, we just upgraded to a brand-spanking-new 3.8 and we love it (well, technically, I do and that is just as well). I have a few more or less random questions, though: 1) Can I make RT not auto-append my signature when commenting? It is only useful when I reply. 2) We had RT set up to default to reply, not comment, when eesolving a ticket. Seems that got lost in the upgrade and I don't know where to find it. 3) Can I edit what is shown in the quick ticket creation? I only need a few queues to quick create in with one queue receiving 99% of the tickets. Also, I would want to be able to create tickets for everyone, not just myself & Nobody. Thanks a lot :) Richard From KFCrocker at lbl.gov Mon Jul 14 18:54:49 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jul 2008 15:54:49 -0700 Subject: [rt-users] Changing Queue reference in emails In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B216FAB@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B216FAB@platypus> Message-ID: <487BD939.8070004@lbl.gov> Kevin, We have just one template for when a ticket is created and we put the following into it: Queue : {$Ticket->QueueObj->Name} That line could be put into ANY template and it would show what queue the reply came from. Hope this helps. Kenn LBNL On 7/14/2008 3:20 PM, Kevin Freels wrote: > Greetings! > > I would like the response emails (comment, reply) to reflect the queue > that they're generated from, not the RT instance. We have multiple > queues, and I think it will get confusing to have the messages say "I.T. > Support" when the ticket generated is actually from the Engineering > queue. > > How is this done? Do I need to create a whole new series of templates > for each queue? > > Thanks, as always!!!! > > ....k > -=-=-=- > Kevin Freels > Director of Information Technology > Sendmail, Inc. > kfreels at sendmail.com 510/594.5572 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Jul 14 19:01:00 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jul 2008 16:01:00 -0700 Subject: [rt-users] Some random questions In-Reply-To: <2d460de70807141532t34a12b82g8d1786b9b47aef7b@mail.gmail.com> References: <2d460de70807141532t34a12b82g8d1786b9b47aef7b@mail.gmail.com> Message-ID: <487BDAAC.8060300@lbl.gov> Richard, When you say "create tickets for everyone" do you mean in all queues or to be able to choose an owner when creating a ticket? Whatever group you are in would need the following rights: 1) "CreateTicket" along with "SeeQueue" would need to be granted to your group for (Config->Queues->Select Queue->Group Rights) for EACH queue you want to create a ticket in. 2) "OwnTicket" would need to be granted to your group for (Config->Queues->Select Queue->Group Rights) for EACH queue you want to be able to own tickets in. 3) "TakeTicket" would need to be granted to your group for (Config->Queues->Select Queue->Group Rights) for EACH queue you want to "Take Ownership" of tickets in. Hope this helps. Kenn LBNL On 7/14/2008 3:32 PM, Richard Hartmann wrote: > Hi all, > > we just upgraded to a brand-spanking-new 3.8 and we love it (well, > technically, I do and that is just as well). > > I have a few more or less random questions, though: > > 1) Can I make RT not auto-append my signature when commenting? It is > only useful when I reply. > > 2) We had RT set up to default to reply, not comment, when eesolving a > ticket. Seems that got lost in the upgrade and I don't know where to > find it. > > 3) Can I edit what is shown in the quick ticket creation? I only need a > few queues to quick create in with one queue receiving 99% of the > tickets. Also, I would want to be able to create tickets for everyone, > not just myself & Nobody. > > > Thanks a lot :) > Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From richih.mailinglist at gmail.com Mon Jul 14 19:18:05 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 15 Jul 2008 01:18:05 +0200 Subject: [rt-users] Some random questions In-Reply-To: <487BDAAC.8060300@lbl.gov> References: <2d460de70807141532t34a12b82g8d1786b9b47aef7b@mail.gmail.com> <487BDAAC.8060300@lbl.gov> Message-ID: <2d460de70807141618x639c463ax3141b465aedf72f0@mail.gmail.com> On Tue, Jul 15, 2008 at 01:01, Kenneth Crocker wrote: > When you say "create tickets for everyone" do you mean in all queues > or to be able to choose an owner when creating a ticket? Whatever group you > are in would need the following rights: I both want to be able to create tickets for other users (so they own them) and be able to restrict the choice of queues to choose from (atm, I see all queues, but I only need to quick create in a few of them). > Hope this helps. I have full rights on everything, so I am not sure if I can restrict the choice in that way. Another question I thought of: I want to bookmark all tickets that I create and which I do not own. Is that possible? That way, I can easily keep track of all work I assign (I am not necessarily the requestor on tickets that I create [for others]). Richard From KFCrocker at lbl.gov Mon Jul 14 19:34:30 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jul 2008 16:34:30 -0700 Subject: [rt-users] Some random questions In-Reply-To: <2d460de70807141618x639c463ax3141b465aedf72f0@mail.gmail.com> References: <2d460de70807141532t34a12b82g8d1786b9b47aef7b@mail.gmail.com> <487BDAAC.8060300@lbl.gov> <2d460de70807141618x639c463ax3141b465aedf72f0@mail.gmail.com> Message-ID: <487BE286.5010204@lbl.gov> Richard, It sounded like you wanted those rights yourself. Now it sounds like you have all the rights, but you want to grant rights for others, but in a limited way. Is that correct? Kenn LBNL On 7/14/2008 4:18 PM, Richard Hartmann wrote: > On Tue, Jul 15, 2008 at 01:01, Kenneth Crocker wrote: > >> When you say "create tickets for everyone" do you mean in all queues >> or to be able to choose an owner when creating a ticket? Whatever group you >> are in would need the following rights: > > I both want to be able to create tickets for other users (so they own them) > and be able to restrict the choice of queues to choose from (atm, I see all > queues, but I only need to quick create in a few of them). > > >> Hope this helps. > > I have full rights on everything, so I am not sure if I can restrict the > choice in that way. > > > Another question I thought of: I want to bookmark all tickets that I create > and which I do not own. Is that possible? That way, I can easily keep > track of all work I assign (I am not necessarily the requestor on tickets > that I create [for others]). > > > Richard > From richih.mailinglist at gmail.com Mon Jul 14 20:20:16 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 15 Jul 2008 02:20:16 +0200 Subject: [rt-users] Some random questions In-Reply-To: <487BE286.5010204@lbl.gov> References: <2d460de70807141532t34a12b82g8d1786b9b47aef7b@mail.gmail.com> <487BDAAC.8060300@lbl.gov> <2d460de70807141618x639c463ax3141b465aedf72f0@mail.gmail.com> <487BE286.5010204@lbl.gov> Message-ID: <2d460de70807141720k7136ae0en3507d19246609d68@mail.gmail.com> On Tue, Jul 15, 2008 at 01:34, Kenneth Crocker wrote: > It sounded like you wanted those rights yourself. Now it sounds like > you have all the rights, but you want to grant rights for others, but in a > limited way. Is that correct? I said 'I only need a few queues', but I can see how this could be misinterpreted, sorry. I do have all the rights and I want a way to restrict the options shown in _quick_ creation. I still need all of them for normal creation. If this is not feasible, I should perhaps file a wishlist item with the devs. Richard From rt at viewbankrise.net.au Mon Jul 14 22:21:22 2008 From: rt at viewbankrise.net.au (rt at viewbankrise.net.au) Date: Tue, 15 Jul 2008 12:21:22 +1000 Subject: [rt-users] Modify ticket parameters via URL in general Message-ID: <48E521E41F9F45A9B1933C135B9CAB45@viewbankrise.net.au> Hello, First of all, many thanks to those who responded to my last email and have helped out thus far! I now know how to update ticket properties such as queue and priority as well as custom fields using url query string parameters like: http://rt.mydomain.com/rt/Tickets/Modify.html?id=6&Queue=NewQueue&Priority=5 &Object-RT::Ticket-6-CustomField-8-Values=12 This is great, and does exactly what I want, opening the ticket in 'modify' view with the detail already set to the new values. What I want to be able to do now, though, is essentially the same thing, but without opening the Modify page (or Display, or ModifyAll, etc) but to return to the RT home page ('RT at a Glance') I have tried to do this with a URL like: http://rt.mydomain.com/rt/index.html?id=6&Queue=NewQueue&Priority=5&Object-R T::Ticket-6-CustomField-8-Values=12 But this does not seem to behave the same way. Am I missing something? Thanks in advance for any siggestions, Regards, Mike. From richard.harold at maxima.co.uk Tue Jul 15 02:37:30 2008 From: richard.harold at maxima.co.uk (Richard Harold) Date: Tue, 15 Jul 2008 07:37:30 +0100 Subject: [rt-users] Question about Privileged and unprivaledged user In-Reply-To: <22FD430388B9984092EB14523AFF93568E5E9A@pamail.pno.localnet> References: <5E57A4BBA46F464F969B45562F21DE1401CF8FD5@hamail1.azurgroup.net> <22FD430388B9984092EB14523AFF93568E5E9A@pamail.pno.localnet> Message-ID: <5E57A4BBA46F464F969B45562F21DE1401CF8FD6@hamail1.azurgroup.net> Thanks for that, it worked! -----Original Message----- From: Phillip Tan [mailto:phillip.tan at pacificarena.travel] Sent: 14 July 2008 20:26 To: Richard Harold; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Question about Privileged and unprivaledged user Hi Richard, Use % as the search character in users and it will list all users both privileged and unprivileged users. Hope this helps. Regards, phillip. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Richard Harold Sent: Tue 15-Jul-08 03:05 To: rt-users at lists.bestpractical.com Subject: [rt-users] Question about Privileged and unprivaledged user Hi Guys, I had set a user in RT as a Privileged user, but then later changed him to an unprivileged. I now can't see him in the list of users. I want to reverse this action by "let this user be granted rights" buy they just do not appear. The user is basically an external customer that we just need to give basic ability of seeing open/closed tickets via a saved search. There doesn't appear to be an option to see unprivileged users at all even though I am logged on as a super user. Any help would be much appreciated. _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From jmoseley at corp.xanadoo.com Tue Jul 15 04:01:16 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 15 Jul 2008 03:01:16 -0500 Subject: [rt-users] logo issues with 3.8.0 In-Reply-To: <5BA7ECAF-CEA2-4602-B028-A4C407883FC7@bestpractical.com> Message-ID: Just installed RT 3.8.0 using a static copy of our RT (3.6.7) database. Everything looks, well, different! With that said, our personalized Logo is not displaying in the browser window (works just fine in 3.6.7). Actually, the logo HTML code shows up in the page source of the browser, but it just doesn't display. I've used IE 7 and FireFox 2.0.0.15. Any ideas? James Moseley From wayne at fsckin.com Tue Jul 15 05:19:13 2008 From: wayne at fsckin.com (Wayne Richardson) Date: Tue, 15 Jul 2008 04:19:13 -0500 Subject: [rt-users] New install of RT 3.8.0 - Another Logo Issue Message-ID: <58f6d7070807150219w77f30b87tcabd8336f87a4421@mail.gmail.com> When I attempt to access the logo directly at http://localhost/rt/NoAuth/images/bplogo.gif, I get this error: Can't locate object method "header_out" via package "Apache2::RequestRec" at /opt/rt3/share/html/dhandler line 53. Line 53 it is refering to: $r->header_out( Status => '404 File not found' ); Mind you, this is a *brand* new OS installation, installed from source, perl modules installed, etc. If I add PerlModule Apache2::compat into my apache2 config, it actually displays a "proper" 404, but is Here's my /etc/apache2/sites-available - my daft powers of Google-Fu point me in this direction. NameVirtualHost * ServerName localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache.error # TransferLog /opt/rt3/var/log/apache.access #PerlModule Apache::DBI #PerlModule Apache2::compat PerlRequire /opt/rt3/bin/webmux.pl SetHandler default SetHandler perl-script PerlHandler RT::Mason Thanks, Wayne From scott.hebert at gmail.com Tue Jul 15 10:17:16 2008 From: scott.hebert at gmail.com (Scott Hebert) Date: Tue, 15 Jul 2008 09:17:16 -0500 Subject: [rt-users] logo issues with 3.8.0 In-Reply-To: References: <5BA7ECAF-CEA2-4602-B028-A4C407883FC7@bestpractical.com> Message-ID: On Tue, Jul 15, 2008 at 3:01 AM, wrote: > > With that said, our personalized Logo is not displaying in the browser > window (works just fine in 3.6.7). Actually, the logo HTML code shows up > in the page source of the browser, but it just doesn't display. The logo is hidden by the following in layout.css: div#logo a { display: none; position: absolute; left: 0; bottom: 0; } -- Scott Hebert http://slaptijack.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Tue Jul 15 10:26:42 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 15 Jul 2008 09:26:42 -0500 Subject: [rt-users] logo issues with 3.8.0 In-Reply-To: Message-ID: BTW, if I change the default theme to be 3.5 or 3.4, the logo displays. I've actually added some code into the CSS files, and while the logo displays, it looks terrible... James Moseley jmoseley at corp.xan adoo.com Sent by: To rt-users-bounces@ rt Users lists.bestpractic , al.com rt-users-bounces at lists.bestpractica l.com cc 07/15/2008 03:01 AM Subject [rt-users] logo issues with 3.8.0 Just installed RT 3.8.0 using a static copy of our RT (3.6.7) database. Everything looks, well, different! With that said, our personalized Logo is not displaying in the browser window (works just fine in 3.6.7). Actually, the logo HTML code shows up in the page source of the browser, but it just doesn't display. I've used IE 7 and FireFox 2.0.0.15. Any ideas? James Moseley _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Jul 15 10:40:47 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 15 Jul 2008 09:40:47 -0500 Subject: [rt-users] logo issues with 3.8.0 In-Reply-To: Message-ID: Guys, sorry for the quick alarm. We're going to have to mess with the CSS layout to get the web2 layout to display our logo to our liking. James Moseley "Scott Hebert" To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] logo issues with 3.8.0 07/15/2008 09:17 AM On Tue, Jul 15, 2008 at 3:01 AM, wrote: With that said, our personalized Logo is not displaying in the browser window (works just fine in 3.6.7). Actually, the logo HTML code shows up in the page source of the browser, but it just doesn't display. The logo is hidden by the following in layout.css: div#logo a { display: none; position: absolute; left: 0; bottom: 0; } -- Scott Hebert http://slaptijack.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Tue Jul 15 11:04:49 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Jul 2008 11:04:49 -0400 Subject: [rt-users] logo issues with 3.8.0 In-Reply-To: References: Message-ID: <00758878-04EF-43F5-A960-17E0E00915DE@bestpractical.com> On Jul 15, 2008, at 10:40 AM, jmoseley at corp.xanadoo.com wrote: > Guys, sorry for the quick alarm. We're going to have to mess with > the CSS > layout to get the web2 layout to display our logo to our liking. > I'd love a patch for 3.8.1 to add a bubble for site-specific logs in the new layout. From rainer at ultra-secure.de Tue Jul 15 12:19:10 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 15 Jul 2008 18:19:10 +0200 Subject: [rt-users] Permissions by custom field In-Reply-To: <519782dc0807140633x187b256dt1581933042022179@mail.gmail.com> References: <487B53BF.3010006@ultra-secure.de> <519782dc0807140633x187b256dt1581933042022179@mail.gmail.com> Message-ID: <487CCDFE.2090907@ultra-secure.de> Todd Chapman schrieb: > It is possible without a special queue, and it's not that hard. :) > > OK, can you point me to where this is described? Or describe it yourself? Because I was looking for it very long in the wiki and couldn't find it ;-) Best Regards, Rainer From todd at chaka.net Tue Jul 15 13:12:40 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 15 Jul 2008 13:12:40 -0400 Subject: [rt-users] Permissions by custom field In-Reply-To: <487CCDFE.2090907@ultra-secure.de> References: <487B53BF.3010006@ultra-secure.de> <519782dc0807140633x187b256dt1581933042022179@mail.gmail.com> <487CCDFE.2090907@ultra-secure.de> Message-ID: <519782dc0807151012g4f3444c3n9c8f9f333ced2d71@mail.gmail.com> I described it very early in this thread. Basically: 1. create a group for each customer. 2. create a scrip that assigns that group as a Cc to the ticket when the ticket is created. 3. give ShowTicket to the Cc role. On Tue, Jul 15, 2008 at 12:19 PM, Rainer Duffner wrote: > Todd Chapman schrieb: >> >> It is possible without a special queue, and it's not that hard. :) >> >> > > OK, can you point me to where this is described? > Or describe it yourself? > Because I was looking for it very long in the wiki and couldn't find it ;-) > > > Best Regards, > Rainer > From boyken at divms.uiowa.edu Tue Jul 15 15:00:34 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 15 Jul 2008 14:00:34 -0500 Subject: [rt-users] RT 3.8.0 and LDAP hacks In-Reply-To: References: Message-ID: <487CF3D2.5010502@divms.uiowa.edu> I've hacked our RT to do LDAP authentication/authorization. One bit of what I did was based on Phillip Cole's hacks from http://rt.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo which includes a hack to the LoadByEmail subroutine found in CurrentUser.pm. I see that in 3.8.0, there no longer is a LoadByEmail subroutine in CurrentUser.pm. So, I'm wondering whether I'll need to continue to use my hacked CurrentUser_Local::LoadByEmail. I also have a hacked LoadByEmail in User_Local.pm. Any thoughts? Thanks. Karl Boyken -- 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: 3270 bytes Desc: S/MIME Cryptographic Signature URL: From kfreels at sendmail.com Tue Jul 15 17:01:24 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Tue, 15 Jul 2008 14:01:24 -0700 Subject: [rt-users] Changing Queue reference in emails In-Reply-To: <487BD939.8070004@lbl.gov> References: <556AE10AFFB7484B833AF9BE7BF9FD3B216FAB@platypus> <487BD939.8070004@lbl.gov> Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B2170B1@platypus> Thanks to everyone who answered my question. However, I think I did not pose my question the right way. Mea culpa. What I need is a way to separate tickets with the queue name, as well. When a user submits the ticket, it generates the ticket with the $rtname as the ticket prefix, as in "[HELPDESK #24]" instead of the queue name referenced by {$Ticket->QueueObj->Name}. When the user gets the autoreply, the subject must contain the $rtname in the subject or else another ticket is generated when the user replies instead of the reply being put into the original ticket. I would like to gen the ticket with the queue name as the ticket ID, not $rtname. Is there anyway to do this short of running multiple instances of RT? Thanks again!!! ....k -=-=-=- > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Monday, July 14, 2008 3:55 PM > To: Kevin Freels > Cc: rt Users > Subject: Re: [rt-users] Changing Queue reference in emails > > Kevin, > > > We have just one template for when a ticket is created > and we put the following into it: > > Queue : {$Ticket->QueueObj->Name} > > That line could be put into ANY template and it would > show what queue the reply came from. Hope this helps. > > > Kenn > LBNL > > On 7/14/2008 3:20 PM, Kevin Freels wrote: > > Greetings! > > > > I would like the response emails (comment, reply) to > reflect the queue > > that they're generated from, not the RT instance. We have multiple > > queues, and I think it will get confusing to have the > messages say "I.T. > > Support" when the ticket generated is actually from the Engineering > > queue. > > > > How is this done? Do I need to create a whole new series of > templates > > for each queue? > > > > Thanks, as always!!!! > > > > ....k > > -=-=-=- > > Kevin Freels > > Director of Information Technology > > Sendmail, Inc. > > kfreels at sendmail.com 510/594.5572 > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > From ruz at bestpractical.com Tue Jul 15 17:13:45 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 16 Jul 2008 01:13:45 +0400 Subject: [rt-users] RT 3.8.0 and LDAP hacks In-Reply-To: <487CF3D2.5010502@divms.uiowa.edu> References: <487CF3D2.5010502@divms.uiowa.edu> Message-ID: <589c94400807151413me505676y7ffd7abb1ce94b3c@mail.gmail.com> In 3.8 RT::CurrentUser is read-only sub class of RT::User class, so there is no need to duplicate the same LoadByEmail method. Please, update the wiki. On Tue, Jul 15, 2008 at 11:00 PM, Karl Boyken wrote: > I've hacked our RT to do LDAP authentication/authorization. One bit of what > I did was based on Phillip Cole's hacks from > http://rt.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo which > includes a hack to the LoadByEmail subroutine found in CurrentUser.pm. I see > that in 3.8.0, there no longer is a LoadByEmail subroutine in > CurrentUser.pm. So, I'm wondering whether I'll need to continue to use my > hacked CurrentUser_Local::LoadByEmail. I also have a hacked LoadByEmail in > User_Local.pm. Any thoughts? Thanks. > > Karl Boyken > > -- > 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) > -- Best regards, Ruslan. From jesse at bestpractical.com Tue Jul 15 17:24:57 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Jul 2008 17:24:57 -0400 Subject: [rt-users] Changing Queue reference in emails In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B2170B1@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B216FAB@platypus> <487BD939.8070004@lbl.gov> <556AE10AFFB7484B833AF9BE7BF9FD3B2170B1@platypus> Message-ID: <3CE2E0DF-DAF4-41BA-BE63-7C840737BD9C@bestpractical.com> On Jul 15, 2008, at 5:01 PM, Kevin Freels wrote: > Thanks to everyone who answered my question. > > However, I think I did not pose my question the right way. Mea culpa. > > What I need is a way to separate tickets with the queue name, as well. > When a user submits the ticket, it generates the ticket with the > $rtname > as the ticket prefix, as in "[HELPDESK #24]" instead of the queue name > referenced by {$Ticket->QueueObj->Name}. When the user gets the > autoreply, the subject must contain the $rtname in the subject or else > another ticket is generated when the user replies instead of the reply > being put into the original ticket. > > I would like to gen the ticket with the queue name as the ticket ID, > not > $rtname. > Yep. Upgrade to RT 3.8. it's a built in feature. > Is there anyway to do this short of running multiple instances of RT? > > Thanks again!!! > > ....k > -=-=-=- > >> -----Original Message----- >> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] >> Sent: Monday, July 14, 2008 3:55 PM >> To: Kevin Freels >> Cc: rt Users >> Subject: Re: [rt-users] Changing Queue reference in emails >> >> Kevin, >> >> >> We have just one template for when a ticket is created >> and we put the following into it: >> >> Queue : {$Ticket->QueueObj->Name} >> >> That line could be put into ANY template and it would >> show what queue the reply came from. Hope this helps. >> >> >> Kenn >> LBNL >> >> On 7/14/2008 3:20 PM, Kevin Freels wrote: >>> Greetings! >>> >>> I would like the response emails (comment, reply) to >> reflect the queue >>> that they're generated from, not the RT instance. We have multiple >>> queues, and I think it will get confusing to have the >> messages say "I.T. >>> Support" when the ticket generated is actually from the Engineering >>> queue. >>> >>> How is this done? Do I need to create a whole new series of >> templates >>> for each queue? >>> >>> Thanks, as always!!!! >>> >>> ....k >>> -=-=-=- >>> Kevin Freels >>> Director of Information Technology >>> Sendmail, Inc. >>> kfreels at sendmail.com 510/594.5572 >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from >> O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From webmaster at acellera.com Wed Jul 16 06:00:01 2008 From: webmaster at acellera.com (web master) Date: Wed, 16 Jul 2008 12:00:01 +0200 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem Message-ID: <3b29e88e0807160300w1075b62fg393895424e13c757@mail.gmail.com> Hi there I am having schema.mysql-4.0-4.1.pl problems upgrading to version 3.8.0 from 3.6.6. make upgrade worked well. As in point 4) of UPGRADING.mysql [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries but usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password Ok, then I inserted the info needed [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > sql.queries but DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in 3.6.6 tarball), it seems to suggest so. Can anybody please help? Cheers From brokenshadows at gmail.com Wed Jul 16 08:04:06 2008 From: brokenshadows at gmail.com (Jake) Date: Wed, 16 Jul 2008 08:04:06 -0400 Subject: [rt-users] Problems logging in after initial install Message-ID: I've been fiting for days with the install and I finally seem to have everything running on the server side with no errors, and yet I can't login... When I go to www.mywebaddress.com/rt I get the message stating "You're almost there" and telling me that I need to configure the site to use mod_perl, fastcgi, etc... when I go to www.mywebaddress.com/rt/install/index.htm it asks me to login, but everything I try is invalid... It's getting to the point where I just want to scrap the whole project :( Where exactly do I tell it that I want to use mod_perl? Sorry if this seems like a dumb question...I've been using linux for less than a month, so I'm still wet behind the ears... Jake -- You know you've been playing Nethack too much when you look both ways down the corridor, start to sweat... then realize you're looking at your e-mail address. if it weren't for fog, the world would have a very sucky framerate before there was eve there was evil...and her name was lilith tact is for people who aren't witty enough to be sarcastic The level of intelligence in the world remains constant while the population continues to increase -------------- next part -------------- An HTML attachment was scrubbed... URL: From brokenshadows at gmail.com Wed Jul 16 08:43:43 2008 From: brokenshadows at gmail.com (brokenshadows) Date: Wed, 16 Jul 2008 05:43:43 -0700 (PDT) Subject: [rt-users] New install of RT 3.8.0 - Another Logo Issue In-Reply-To: <58f6d7070807150219w77f30b87tcabd8336f87a4421@mail.gmail.com> References: <58f6d7070807150219w77f30b87tcabd8336f87a4421@mail.gmail.com> Message-ID: <18486616.post@talk.nabble.com> I'm having the same issue. I get that error when I try to go to http://www.mywebaddress.com/rt/install/index.htm When I go to www.mywebaddress.com/rt I get the "You're almost there" message telling me I need to configure my server to use mod_perl, fastcgi, etc... this thing is giving me a headache... Wayne Richardson wrote: > > When I attempt to access the logo directly at > http://localhost/rt/NoAuth/images/bplogo.gif, I get this error: > Can't locate object method "header_out" via package > "Apache2::RequestRec" at /opt/rt3/share/html/dhandler line 53. > > Line 53 it is refering to: > $r->header_out( Status => '404 File not found' ); > > Mind you, this is a *brand* new OS installation, installed from > source, perl modules installed, etc. If I add PerlModule > Apache2::compat into my apache2 config, it actually displays a > "proper" 404, but is > -- View this message in context: http://www.nabble.com/New-install-of-RT-3.8.0---Another-Logo-Issue-tp18461111p18486616.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From chenga at ias.edu Wed Jul 16 08:49:56 2008 From: chenga at ias.edu (Alan Cheng) Date: Wed, 16 Jul 2008 08:49:56 -0400 Subject: [rt-users] RT-3.8.0 installation issue under Solaris 10 Message-ID: <487DEE74.5080608@ias.edu> Hello all, I am trying to install RT-3.8.0 under Solaris 10 (SPARC) and can't seem to get it to work. The error seems to suggest the "install-sh" script is not found in etc (and several other subdirectories). I tried to copy the install-sh script into those directories. The installation went further but that didn't resolve the problem. Has anyone been able to install RT-3.8.0 under Solaris? Any suggestions are very appreciated. ------------ make install output ------------- All dependencies have been found. ./install-sh -c -m 0755 -o root -g apache -d /opt/rt3/etc ./install-sh -c -m 0440 -o root -g apache etc/RT_Config.pm /opt/rt3/etc/RT_Config.pm [ -f /opt/rt3/etc/RT_SiteConfig.pm ] || ./install-sh -c -m 0640 -o root -g apache etc/RT_SiteConfig.pm /opt/rt3/etc/RT_SiteConfig.pm Installed configuration. About to install RT in /opt/rt3 ./install-sh -c -m 0755 -d /opt/rt3/var/log ./install-sh -c -m 0770 -d /opt/rt3/var/mason_data ./install-sh -c -m 0770 -d /opt/rt3/var/mason_data/cache ./install-sh -c -m 0770 -d /opt/rt3/var/mason_data/etc ./install-sh -c -m 0770 -d /opt/rt3/var/mason_data/obj ./install-sh -c -m 0770 -d /opt/rt3/var/session_data ./install-sh -c -m 0755 -d /opt/rt3/share/html ./install-sh -c -m 0755 -d /opt/rt3/local/html ./install-sh -c -m 0755 -d /opt/rt3/local/etc ./install-sh -c -m 0755 -d /opt/rt3/local/lib ./install-sh -c -m 0755 -d /opt/rt3/local/plugins ./install-sh -c -m 0755 -d /opt/rt3/local/po [ -d /opt/rt3/lib ] || ./install-sh -c -m 0755 -d /opt/rt3/lib cd lib && find . -type d -name .svn -prune -o -type d -exec ./install-sh -c -m 0755 -d /opt/rt3/lib/{} \; cd lib && find . -type d -name .svn -prune -o -type f -exec ./install-sh -c -m 0644 {} /opt/rt3/lib/{} \; ./install-sh -c -m 0755 -d /opt/rt3/etc cd etc && ./install-sh -c -m 0644 acl.Informix acl.Pg acl.Oracle acl.mysql acl.Sybase schema.Informix schema.Pg schema.Oracle schema.mysql schema.mysql-4.1 schema.Sybase schema.SQLite initialdata /opt/rt3/etc/ sh: ./install-sh: not found *** Error code 1 make: Fatal error: Command failed for target `etc-install' Thanks, Alan From JoopvandeWege at mococo.nl Wed Jul 16 09:06:09 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 16 Jul 2008 15:06:09 +0200 Subject: [rt-users] RT-3.8.0 installation issue under Solaris 10 In-Reply-To: <487DEE74.5080608@ias.edu> References: <487DEE74.5080608@ias.edu> Message-ID: <487DF241.7020602@mococo.nl> Alan Cheng wrote: > Hello all, > > I am trying to install RT-3.8.0 under Solaris 10 (SPARC) and can't seem > to get it to work. The error seems to suggest the "install-sh" script > is not found in etc (and several other subdirectories). I tried to copy > the install-sh script into those directories. The installation went > further but that didn't resolve the problem. > > Has anyone been able to install RT-3.8.0 under Solaris? Any suggestions > are very appreciated. > Last time I did installs on Solaris, quite a while back, I installed the companian cd and then made sure its install path came first in my PATH var. Something like: export PATH=/opt/sfw/bin:$PATH Hope this helps you and maybe also Philip, Joop From kbensch at fullnet.co.uk Wed Jul 16 09:11:04 2008 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Wed, 16 Jul 2008 14:11:04 +0100 Subject: [rt-users] RT stopped working after latest yum updates Message-ID: <20080716141104.ou8rd14fkosoc8w4@www.fullnet.co.uk> Hi all I use RT 3.6.5 on Centos5. Last night I performed a rather large yum update and since then rt stopped working. When I go to the rt webpage it comes up with a windows asking if I want to download a file. Can anybody help with this please. Let em know if you need more info Kobus -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Wed Jul 16 09:24:14 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 16 Jul 2008 08:24:14 -0500 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <3b29e88e0807160300w1075b62fg393895424e13c757@mail.gmail.com> Message-ID: Did you follow these steps first? You may also need to update RT's database. To find out, type: ls etc/upgrade For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ There are 10 3.7.xx directories that you'll need to go through. James Moseley "web master" To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Upgrading to 3.8.0: schema.mysql, column_info 07/16/2008 05:00 selection problem AM Hi there I am having schema.mysql-4.0-4.1.pl problems upgrading to version 3.8.0 from 3.6.6. make upgrade worked well. As in point 4) of UPGRADING.mysql [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries but usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password Ok, then I inserted the info needed [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > sql.queries but DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in 3.6.6 tarball), it seems to suggest so. Can anybody please help? Cheers _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From chenga at ias.edu Wed Jul 16 09:35:17 2008 From: chenga at ias.edu (Alan Cheng) Date: Wed, 16 Jul 2008 09:35:17 -0400 Subject: [rt-users] RT-3.8.0 installation issue under Solaris 10 In-Reply-To: <487DF241.7020602@mococo.nl> References: <487DEE74.5080608@ias.edu> <487DF241.7020602@mococo.nl> Message-ID: <487DF915.5040903@ias.edu> Hi Joop, Thank you very much for the tip. I thought it may have something to do with the incompatibility with Soalris make (/usr/ccs/bin/make). The companion CD would install the GNU make. With the latest version of Solaris 10, most GNU packages have been installed in "/usr/sfw/bin". I downloaded GNU make package from Sunfreeware and re-ran make install. Surprisingly it discovered a Fast CGI module being outdated. This wasn't discovered by Solaris make (strange...) At the end of this. The same problem still persists. I copied the install-sh script to several directories and this is what I got: All dependencies have been found. ./install-sh -c -m 0755 -o root -g apache -d /opt/rt3/etc ./install-sh -c -m 0440 -o root -g apache etc/RT_Config.pm /opt/rt3/etc/RT_Config.pm [ -f /opt/rt3/etc/RT_SiteConfig.pm ] || ./install-sh -c -m 0640 -o root -g apache etc/RT_SiteConfig.pm /opt/rt3/etc/RT_SiteConfig.pm Installed configuration. About to install RT in /opt/rt3 ./install-sh -c -m 0755 -d /opt/rt3/var/log ./install-sh -c -m 0770 -d /opt/rt3/var/mason_data ./install-sh -c -m 0770 -d /opt/rt3/var/mason_data/cache ./install-sh -c -m 0770 -d /opt/rt3/var/mason_data/etc ./install-sh -c -m 0770 -d /opt/rt3/var/mason_data/obj ./install-sh -c -m 0770 -d /opt/rt3/var/session_data ./install-sh -c -m 0755 -d /opt/rt3/share/html ./install-sh -c -m 0755 -d /opt/rt3/local/html ./install-sh -c -m 0755 -d /opt/rt3/local/etc ./install-sh -c -m 0755 -d /opt/rt3/local/lib ./install-sh -c -m 0755 -d /opt/rt3/local/plugins ./install-sh -c -m 0755 -d /opt/rt3/local/po [ -d /opt/rt3/lib ] || ./install-sh -c -m 0755 -d /opt/rt3/lib cd lib && find . -type d -name .svn -prune -o -type d -exec ./install-sh -c -m 0755 -d /opt/rt3/lib/{} \; cd lib && find . -type d -name .svn -prune -o -type f -exec ./install-sh -c -m 0644 {} /opt/rt3/lib/{} \; ./install-sh -c -m 0755 -d /opt/rt3/etc cd etc && ./install-sh -c -m 0644 acl.Informix acl.Pg acl.Oracle acl.mysql acl.Sybase schema.Informix schema.Pg schema.Oracle schema.mysql schema.mysql-4.1 schema.Sybase schema.SQLite initialdata /opt/rt3/etc/ ./install-sh -c -m 0755 -d /opt/rt3/bin cd bin && ./install-sh -c -o root -g apache -m 0755 webmux.pl rt-mailgate rt rt-crontool standalone_httpd mason_handler.scgi mason_handler.fcgi mason_handler.svc /opt/rt3/bin/ ./install-sh -c -m 0755 -d /opt/rt3/sbin cd sbin && ./install-sh -c -o root -g apache -m 0755 rt-dump-database rt-setup-database rt-email-digest rt-email-dashboards rt-email-group-admin rt-server rt-test-dependencies rt-clean-sessions rt-shredder /opt/rt3/sbin/ [ -d /opt/rt3/share/html ] || ./install-sh -c -m 0755 -d /opt/rt3/share/html cd share/html && find . -type d -name .svn -prune -o -type d -exec ./install-sh -c -m 0755 -d /opt/rt3/share/html/{} \; cd share/html && find . -type d -name .svn -prune -o -type f -exec ./install-sh -c -m 0644 {} /opt/rt3/share/html/{} \; cd local/html && find . -type d -name .svn -prune -o -type d -exec ./install-sh -c -m 0755 -d /opt/rt3/local/html/{} \; /bin/sh: local/html: does not exist make: [local-install] Error 1 (ignored) cd local/html && find . -type d -name .svn -prune -o -type f -exec ./install-sh -c -m 0644 {} /opt/rt3/local/html/{} \; /bin/sh: local/html: does not exist make: [local-install] Error 1 (ignored) cd local/po && find . -type d -name .svn -prune -o -type d -exec ./install-sh -c -m 0755 -d /opt/rt3/local/po/{} \; /bin/sh: local/po: does not exist make: [local-install] Error 1 (ignored) cd local/po && find . -type d -name .svn -prune -o -type f -exec ./install-sh -c -m 0644 {} /opt/rt3/local/po/{} \; /bin/sh: local/po: does not exist make: [local-install] Error 1 (ignored) cd local/etc && find . -type d -name .svn -prune -o -type d -exec ./install-sh -c -m 0755 -d /opt/rt3/local/etc/{} \; /bin/sh: local/etc: does not exist make: [local-install] Error 1 (ignored) cd local/etc && find . -type d -name .svn -prune -o -type f -exec ./install-sh -c -m 0644 {} /opt/rt3/local/etc/{} \; /bin/sh: local/etc: does not exist make: [local-install] Error 1 (ignored) # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a dir [ -f /opt/rt3/share/doc ] && rm /opt/rt3/share/doc make: [doc-install] Error 1 (ignored) [ -d /opt/rt3/share/doc ] || ./install-sh -c -m 0755 -d /opt/rt3/share/doc ./install-sh -c -m 0644 ./README /opt/rt3/share/doc/ # Make the libraries readable chmod 0755 /opt/rt3 chown -R root /opt/rt3/lib chgrp -R bin /opt/rt3/lib chmod -R u+rwX,go-w,go+rX /opt/rt3/lib chmod 0755 /opt/rt3/bin chmod 0755 /opt/rt3/bin chmod 0755 /opt/rt3/etc cd /opt/rt3/etc && chmod 0400 acl.Informix acl.Pg acl.Oracle acl.mysql acl.Sybase schema.Informix schema.Pg schema.Oracle schema.mysql schema.mysql-4.1 schema.Sybase schema.SQLite initialdata chmod: WARNING: can't access acl.Pg chmod: WARNING: can't access acl.Oracle chmod: WARNING: can't access acl.mysql chmod: WARNING: can't access acl.Sybase chmod: WARNING: can't access schema.Informix chmod: WARNING: can't access schema.Pg chmod: WARNING: can't access schema.Oracle chmod: WARNING: can't access schema.mysql chmod: WARNING: can't access schema.mysql-4.1 chmod: WARNING: can't access schema.Sybase chmod: WARNING: can't access schema.SQLite chmod: WARNING: can't access initialdata make: *** [fixperms] Error 12 I will see what else I can find. Thanks again, Alan Joop wrote: > Alan Cheng wrote: >> Hello all, >> >> I am trying to install RT-3.8.0 under Solaris 10 (SPARC) and can't >> seem to get it to work. The error seems to suggest the "install-sh" >> script is not found in etc (and several other subdirectories). I >> tried to copy the install-sh script into those directories. The >> installation went further but that didn't resolve the problem. >> >> Has anyone been able to install RT-3.8.0 under Solaris? Any >> suggestions are very appreciated. >> > Last time I did installs on Solaris, quite a while back, I installed > the companian cd and then made sure its install path came first in my > PATH var. > Something like: > export PATH=/opt/sfw/bin:$PATH > > Hope this helps you and maybe also Philip, > > Joop > > From barnesaw at ucrwcu.rwc.uc.edu Wed Jul 16 09:35:45 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 16 Jul 2008 09:35:45 -0400 Subject: [rt-users] RT stopped working after latest yum updates In-Reply-To: <20080716141104.ou8rd14fkosoc8w4@www.fullnet.co.uk> References: <20080716141104.ou8rd14fkosoc8w4@www.fullnet.co.uk> Message-ID: <487DF931.6020409@ucrwcu.rwc.uc.edu> What did yum update? Kobus Bensch wrote: > > Hi all > > I use RT 3.6.5 on Centos5. Last night I performed a rather large yum > update and since then rt stopped working. When I go to the rt webpage > it comes up with a windows asking if I want to download a file. > > Can anybody help with this please. > > Let em know if you need more info > > Kobus > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From jmoseley at corp.xanadoo.com Wed Jul 16 09:55:31 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 16 Jul 2008 08:55:31 -0500 Subject: [rt-users] RT-3.8.0 installation issue under Solaris 10 In-Reply-To: <487DF915.5040903@ias.edu> Message-ID: Did you verify the contents of /opt/rt3/etc? The script output indicates that the schema and acl files in that directory don't exist, which means the preceding operation failed: ./install-sh -c -m 0755 -d /opt/rt3/etc cd etc && ./install-sh -c -m 0644 acl.Informix acl.Pg acl.Oracle acl.mysql acl.Sybase schema.Informix schema.Pg schema.Oracle schema.mysql schema.mysql-4.1 schema.Sybase schema.SQLite initialdata /opt/rt3/etc/ James Moseley From ruz at bestpractical.com Wed Jul 16 09:56:47 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 16 Jul 2008 17:56:47 +0400 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: References: <3b29e88e0807160300w1075b62fg393895424e13c757@mail.gmail.com> Message-ID: <589c94400807160656s5bd22820l9f9d894c48fb1ed4@mail.gmail.com> In 3.8.0 it's one step :) However, we've done changes to mysql DB that require additional upgrade steps for mysql, and this step fails. On Wed, Jul 16, 2008 at 5:24 PM, wrote: > Did you follow these steps first? > > You may also need to update RT's database. To find out, type: > > ls etc/upgrade > > For each item in that directory whose name is greater than > your previously installed RT version, run: > > /opt/rt3/sbin/rt-setup-database --action schema \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action acl \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action insert \ > --datadir etc/upgrade/ > > > There are 10 3.7.xx directories that you'll need to go through. > > > James Moseley > > > > > > "web master" > ra.com> To > Sent by: rt-users at lists.bestpractical.com > rt-users-bounces@ cc > lists.bestpractic > al.com Subject > [rt-users] Upgrading to 3.8.0: > schema.mysql, column_info > 07/16/2008 05:00 selection problem > AM > > > > > > > > > > Hi there > I am having schema.mysql-4.0-4.1.pl problems upgrading to version > 3.8.0 from 3.6.6. > make upgrade worked well. > > As in point 4) of UPGRADING.mysql > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries > > but > > usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password > > Ok, then I inserted the info needed > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > sql.queries > > but > > DBD::mysql::db column_info failed: column_info doesn't support column > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > DBD::mysql::db column_info failed: column_info doesn't support column > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need > to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in > 3.6.6 tarball), it seems to suggest so. > > Can anybody please help? > Cheers > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 barnesaw at ucrwcu.rwc.uc.edu Wed Jul 16 10:01:39 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 16 Jul 2008 10:01:39 -0400 Subject: [rt-users] RT stopped working after latest yum updates In-Reply-To: <20080716143853.uwm1sftqygw4cg04@www.fullnet.co.uk> References: <20080716141104.ou8rd14fkosoc8w4@www.fullnet.co.uk> <487DF931.6020409@ucrwcu.rwc.uc.edu> <20080716143853.uwm1sftqygw4cg04@www.fullnet.co.uk> Message-ID: <487DFF43.5090507@ucrwcu.rwc.uc.edu> Sounds like the perl/mysql update will require some perl module updates. make fixdeps may do you some good. Kobus Bensch wrote: > > There was 215 updates including perl and mysql. I will post the full > log here in a bit. > > Kobus > > Quoting Drew Barnes : > > > What did yum update? > > > > > > Kobus Bensch wrote: > >> > >> Hi all > >> > >> I use RT 3.6.5 on Centos5. Last night I performed a rather large > >> yum update and since then rt stopped working. When I go to the rt > >> webpage it comes up with a windows asking if I want to download a > >> file. > >> > >> Can anybody help with this please. > >> > >> Let em know if you need more info > >> > >> Kobus > >> > >> > >> > ------------------------------------------------------------------------ > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly > >> Media. Buy a copy at http://rtbook.bestpractical.com > > > > > -- > > Drew Barnes > > Applications Analyst > > Network Resources Department > > Raymond Walters College > > University of Cincinnati > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From chenga at ias.edu Wed Jul 16 10:06:16 2008 From: chenga at ias.edu (Alan Cheng) Date: Wed, 16 Jul 2008 10:06:16 -0400 Subject: [rt-users] RT-3.8.0 installation issue under Solaris 10 In-Reply-To: References: Message-ID: <487E0058.9060402@ias.edu> Indeed those files don't exist. I will have to dig further... [/opt/rt3/etc]$ ls -l total 72 -r-------- 1 root root 90 Jul 16 09:26 acl.Informix -r--r----- 1 root apache 34202 Jul 16 09:33 RT_Config.pm -rw-r----- 1 root apache 632 Jul 16 08:45 RT_SiteConfig.pm Thanks, Alan jmoseley at corp.xanadoo.com wrote: > Did you verify the contents of /opt/rt3/etc? The script output indicates > that the schema and acl files in that directory don't exist, which means > the preceding operation failed: > > ./install-sh -c -m 0755 -d /opt/rt3/etc > cd etc && ./install-sh -c -m 0644 acl.Informix acl.Pg acl.Oracle > acl.mysql acl.Sybase schema.Informix schema.Pg schema.Oracle > schema.mysql schema.mysql-4.1 schema.Sybase schema.SQLite initialdata > /opt/rt3/etc/ > > > James Moseley > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From simon at widgit.com Wed Jul 16 09:42:06 2008 From: simon at widgit.com (Simon Detheridge) Date: Wed, 16 Jul 2008 14:42:06 +0100 Subject: [rt-users] Create user when manually creating new ticket? Message-ID: <20080716144206.ccozfo9lc0wocscg@uk.widgit.com> Hello, I'd like my support guys to be able to handle incoming phone calls, as well as incoming emails. RT works really well for incoming emails, but it's harder to set up a ticket with the right parameters when it's started from a phone call. I'd like Support to be able to be able to either locate, or create a new user when creating a ticket from a phone call, and have this user assigned as a requestor. -- It saves having duplicate "phone", "email", "address" custom fields assigned to each ticket, which is what I'm having to do otherwise. Is there a way to do this? Maybe a plugin? Thanks, Simon -- Simon Detheridge CTO, Widgit Software 26 Queen Street, Cubbington. CV32 7NA Tel: +44 (0)1926 883488 Fax: +44 (0)1926 885293 CONFIDENTIALITY NOTICE: This email and any attachments are for the exclusive and confidential use of the intended recipient. If you are not the intended recipient, please do not read, distribute or take action in reliance upon this message. If you have received this in error, please notify us immediately by return email and promptly delete this message and its attachments from your computer system. Logotron is a limited company registered in England, number 04113866. The registered office is Logotron Ltd, Denny Lodge Business Park, Chittering, Cambridge, CB25 9PH. From Ryan.Hardester at ci.tracy.ca.us Wed Jul 16 11:41:06 2008 From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester) Date: Wed, 16 Jul 2008 08:41:06 -0700 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <589c94400807160656s5bd22820l9f9d894c48fb1ed4@mail.gmail.com> References: <3b29e88e0807160300w1075b62fg393895424e13c757@mail.gmail.com> <589c94400807160656s5bd22820l9f9d894c48fb1ed4@mail.gmail.com> Message-ID: I am getting the same column_info failed error message when running the script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file to the DB server since we are not running RT and the DB on the same machine. --Ryan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, July 16, 2008 6:57 AM To: jmoseley at corp.xanadoo.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info selection problem In 3.8.0 it's one step :) However, we've done changes to mysql DB that require additional upgrade steps for mysql, and this step fails. On Wed, Jul 16, 2008 at 5:24 PM, wrote: > Did you follow these steps first? > > You may also need to update RT's database. To find out, type: > > ls etc/upgrade > > For each item in that directory whose name is greater than > your previously installed RT version, run: > > /opt/rt3/sbin/rt-setup-database --action schema \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action acl \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action insert \ > --datadir etc/upgrade/ > > > There are 10 3.7.xx directories that you'll need to go through. > > > James Moseley > > > > > > "web master" > ra.com> To > Sent by: rt-users at lists.bestpractical.com > rt-users-bounces@ cc > lists.bestpractic > al.com Subject > [rt-users] Upgrading to 3.8.0: > schema.mysql, column_info > 07/16/2008 05:00 selection problem > AM > > > > > > > > > > Hi there > I am having schema.mysql-4.0-4.1.pl problems upgrading to version > 3.8.0 from 3.6.6. > make upgrade worked well. > > As in point 4) of UPGRADING.mysql > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries > > but > > usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password > > Ok, then I inserted the info needed > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > sql.queries > > but > > DBD::mysql::db column_info failed: column_info doesn't support column > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > DBD::mysql::db column_info failed: column_info doesn't support column > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need > to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in > 3.6.6 tarball), it seems to suggest so. > > Can anybody please help? > Cheers > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mwalker at dvti.com Wed Jul 16 12:19:36 2008 From: mwalker at dvti.com (Mark E. Walker) Date: Wed, 16 Jul 2008 11:19:36 -0500 Subject: [rt-users] RT stopped working after latest yum updates In-Reply-To: <487DFF43.5090507@ucrwcu.rwc.uc.edu> References: <20080716141104.ou8rd14fkosoc8w4@www.fullnet.co.uk> <487DF931.6020409@ucrwcu.rwc.uc.edu> <20080716143853.uwm1sftqygw4cg04@www.fullnet.co.uk> <487DFF43.5090507@ucrwcu.rwc.uc.edu> Message-ID: <00BF656CC2C3BD418960677E1816C01E022E4BC7FFE3@ENTERPRISE.datavoice.local> Hi Kobus, I had the same problem about two weeks ago. Unfortunately, I never did find out EXACTLY what the problem was, however, an upgrade to 3.8 fixed it. Testdeps and fixdeps didn't help me, everything was there. My upgrade consisted of backing up the database, blowing away the site, and doing the upgrade install as per the README. Now the Upgrade install did the required testdeps/fixdeps, and that may have done something after blowing away the site. I'm not sure. During my testing I found out the following: If I removed the perlhandler directive in the apache config, the site came up, but it was the "you're almost there" page. Putting it back in brought up the download again. I had no errors anywhere in any log files. My guess is that mason is crashing somewhere and the resulting zero length file returned to the browser doesn't have any mime type so it tries to download a file. Unfortunately, fixing that is beyond my current level with RT/Perl and Mason. I know this may not have helped much, and I apologize, but maybe it will provide a little more info to get you or the community on the way. Let us know what you eventually do to fix this. I think it's going to be a recurring theme with the perl/myself update. mw -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew Barnes Sent: Wednesday, July 16, 2008 9:02 AM To: Kobus Bensch; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT stopped working after latest yum updates Sounds like the perl/mysql update will require some perl module updates. make fixdeps may do you some good. Kobus Bensch wrote: > > There was 215 updates including perl and mysql. I will post the full > log here in a bit. > > Kobus > > Quoting Drew Barnes : > > > What did yum update? > > > > > > Kobus Bensch wrote: > >> > >> Hi all > >> > >> I use RT 3.6.5 on Centos5. Last night I performed a rather large > >> yum update and since then rt stopped working. When I go to the rt > >> webpage it comes up with a windows asking if I want to download a > >> file. > >> > >> Can anybody help with this please. > >> > >> Let em know if you need more info > >> > >> Kobus > >> > >> > >> > ------------------------------------------------------------------------ > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly > >> Media. Buy a copy at http://rtbook.bestpractical.com > > > > > -- > > Drew Barnes > > Applications Analyst > > Network Resources Department > > Raymond Walters College > > University of Cincinnati > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jmoseley at corp.xanadoo.com Wed Jul 16 10:09:16 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 16 Jul 2008 09:09:16 -0500 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <589c94400807160656s5bd22820l9f9d894c48fb1ed4@mail.gmail.com> Message-ID: So, if you are upgrading from 3.6.x to 3.8.0, you don't need to follow the step below? > You may also need to update RT's database. To find out, type: > > ls etc/upgrade Also, which step that you refer to below fails? Fails for everyone? James Moseley "Ruslan Zakirov" To Sent by: jmoseley at corp.xanadoo.com ruslan.zakirov at gm cc ail.com rt-users at lists.bestpractical.com Subject Re: [rt-users] Upgrading to 3.8.0: 07/16/2008 08:56 schema.mysql, column_info selection AM problem In 3.8.0 it's one step :) However, we've done changes to mysql DB that require additional upgrade steps for mysql, and this step fails. From jmoseley at corp.xanadoo.com Wed Jul 16 12:03:33 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 16 Jul 2008 11:03:33 -0500 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: Message-ID: Interesting. We're running 5.0.27 and the script worked just fine. However, I ran all the schema/acl/insert upgrade commands using all the 5.7.xx directories in etc/upgrade. Still waiting to hear from Ruslan to confirm 100% that you don't need to run all these commands and you need only run the schema.mysql-4.0-4.1.pl script. Additionally, not entirely sure, but it sounds like he acknowledges there is a problem with the script. James Moseley "Ryan Hardester" To "Ruslan Zakirov" 07/16/2008 10:41 , AM cc Subject RE: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info selection problem I am getting the same column_info failed error message when running the script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file to the DB server since we are not running RT and the DB on the same machine. --Ryan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, July 16, 2008 6:57 AM To: jmoseley at corp.xanadoo.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info selection problem In 3.8.0 it's one step :) However, we've done changes to mysql DB that require additional upgrade steps for mysql, and this step fails. On Wed, Jul 16, 2008 at 5:24 PM, wrote: > Did you follow these steps first? > > You may also need to update RT's database. To find out, type: > > ls etc/upgrade > > For each item in that directory whose name is greater than > your previously installed RT version, run: > > /opt/rt3/sbin/rt-setup-database --action schema \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action acl \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action insert \ > --datadir etc/upgrade/ > > > There are 10 3.7.xx directories that you'll need to go through. > > > James Moseley > > > > > > "web master" > ra.com> To > Sent by: rt-users at lists.bestpractical.com > rt-users-bounces@ cc > lists.bestpractic > al.com Subject > [rt-users] Upgrading to 3.8.0: > schema.mysql, column_info > 07/16/2008 05:00 selection problem > AM > > > > > > > > > > Hi there > I am having schema.mysql-4.0-4.1.pl problems upgrading to version > 3.8.0 from 3.6.6. > make upgrade worked well. > > As in point 4) of UPGRADING.mysql > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries > > but > > usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password > > Ok, then I inserted the info needed > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > sql.queries > > but > > DBD::mysql::db column_info failed: column_info doesn't support column > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > DBD::mysql::db column_info failed: column_info doesn't support column > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need > to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in > 3.6.6 tarball), it seems to suggest so. > > Can anybody please help? > Cheers > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mwalker at dvti.com Wed Jul 16 12:28:59 2008 From: mwalker at dvti.com (Mark E. Walker) Date: Wed, 16 Jul 2008 11:28:59 -0500 Subject: [rt-users] Problems logging in after initial install In-Reply-To: References: Message-ID: <00BF656CC2C3BD418960677E1816C01E022E4BC7FFE4@ENTERPRISE.datavoice.local> Hi Jake, I think your apache config needs help. The only reason you'll get the "you're almost there" page is if mason isn't running in the directory your index.html file exists in. If you have RT installed under your document root, you'll have to tell apache that mason handles files in that directory. Something like this should work. This would be in your in httpd.conf AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason You're really close...keep trying. mw From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jake Sent: Wednesday, July 16, 2008 7:04 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Problems logging in after initial install I've been fiting for days with the install and I finally seem to have everything running on the server side with no errors, and yet I can't login... When I go to www.mywebaddress.com/rt I get the message stating "You're almost there" and telling me that I need to configure the site to use mod_perl, fastcgi, etc... when I go to www.mywebaddress.com/rt/install/index.htm it asks me to login, but everything I try is invalid... It's getting to the point where I just want to scrap the whole project :( Where exactly do I tell it that I want to use mod_perl? Sorry if this seems like a dumb question...I've been using linux for less than a month, so I'm still wet behind the ears... Jake -- You know you've been playing Nethack too much when you look both ways down the corridor, start to sweat... then realize you're looking at your e-mail address. if it weren't for fog, the world would have a very sucky framerate before there was eve there was evil...and her name was lilith tact is for people who aren't witty enough to be sarcastic The level of intelligence in the world remains constant while the population continues to increase -------------- next part -------------- An HTML attachment was scrubbed... URL: From shildret at scotth.emsphone.com Wed Jul 16 12:53:16 2008 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 16 Jul 2008 11:53:16 -0500 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: References: Message-ID: <1216227196.1280.11.camel@scotth.emsphone.com> Well I ran all the etc/upgrade/3.7.* upgrades and then created the query script with schema.mysql-4.0-4.1.pl and I get this error, ERROR 1067 (42000) at line 36: Invalid default value for 'LookupType' I am using Server version: 5.0.51a. I am confused as well, if you are already on mysql > 4.0 do you need to run the queries created by schema.mysql-4.0-4.1.pl? I think the answer is probably yes, since the char set is changed to utf8. On Wed, 2008-07-16 at 11:03 -0500, jmoseley at corp.xanadoo.com wrote: > Interesting. We're running 5.0.27 and the script worked just fine. > However, I ran all the schema/acl/insert upgrade commands using all the > 5.7.xx directories in etc/upgrade. > > Still waiting to hear from Ruslan to confirm 100% that you don't need to > run all these commands and you need only run the schema.mysql-4.0-4.1.pl > script. > > Additionally, not entirely sure, but it sounds like he acknowledges there > is a problem with the script. > > > James Moseley > > > > > > "Ryan Hardester" > i.tracy.ca.us> To > "Ruslan Zakirov" > 07/16/2008 10:41 , > AM > cc > > Subject > RE: [rt-users] Upgrading to 3.8.0: > schema.mysql,column_info selection > problem > > > > > > > > > > > I am getting the same column_info failed error message when running the > script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file to > the DB server since we are not running RT and the DB on the same > machine. > > --Ryan > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan > Zakirov > Sent: Wednesday, July 16, 2008 6:57 AM > To: jmoseley at corp.xanadoo.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info > selection problem > > In 3.8.0 it's one step :) > > However, we've done changes to mysql DB that require additional > upgrade steps for mysql, and this step fails. > > On Wed, Jul 16, 2008 at 5:24 PM, wrote: > > Did you follow these steps first? > > > > You may also need to update RT's database. To find out, type: > > > > ls etc/upgrade > > > > For each item in that directory whose name is greater than > > your previously installed RT version, run: > > > > /opt/rt3/sbin/rt-setup-database --action schema \ > > --datadir etc/upgrade/ > > /opt/rt3/sbin/rt-setup-database --action acl \ > > --datadir etc/upgrade/ > > /opt/rt3/sbin/rt-setup-database --action insert \ > > --datadir etc/upgrade/ > > > > > > There are 10 3.7.xx directories that you'll need to go through. > > > > > > James Moseley > > > > > > > > > > > > "web master" > > > ra.com> > To > > Sent by: rt-users at lists.bestpractical.com > > rt-users-bounces@ > cc > > lists.bestpractic > > al.com > Subject > > [rt-users] Upgrading to 3.8.0: > > schema.mysql, column_info > > 07/16/2008 05:00 selection problem > > AM > > > > > > > > > > > > > > > > > > > > Hi there > > I am having schema.mysql-4.0-4.1.pl problems upgrading to version > > 3.8.0 from 3.6.6. > > make upgrade worked well. > > > > As in point 4) of UPGRADING.mysql > > > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries > > > > but > > > > usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password > > > > Ok, then I inserted the info needed > > > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > > sql.queries > > > > but > > > > DBD::mysql::db column_info failed: column_info doesn't support column > > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > DBD::mysql::db column_info failed: column_info doesn't support column > > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > > > RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need > > to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in > > 3.6.6 tarball), it seems to suggest so. > > > > Can anybody please help? > > Cheers > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 MJames at stonebridgebank.com Wed Jul 16 12:58:35 2008 From: MJames at stonebridgebank.com (Michael James) Date: Wed, 16 Jul 2008 12:58:35 -0400 Subject: [rt-users] RT-Authen-ExternalAuth Message-ID: <487DF07C.534D.009D.0@stonebridgebank.com> Hi, I'm installing an instance of RT in a non-standard local directory (/opt/csr/). The wiki indicates that when I run "perl Makefile.PL", it will prompt me for the path to my RT instance, but... it doesn't. So, how can I specify the RT directory? You can see below - I want /opt/rt3 to be /opt/csr instead. hostnew:~/RT-Authen-ExternalAuth-0.05 # perl Makefile.PL Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Cannot determine author info from lib/RT/Authen/ExternalAuth.pm Cannot determine license info from lib/RT/Authen/ExternalAuth.pm Using RT configuration from /opt/rt3/lib/RT.pm: ./etc => /opt/rt3/local/etc/Authen-ExternalAuth ./html => /opt/rt3/share/html ./lib => /opt/rt3/local/lib Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Checking if your kit is complete... Looks good Writing Makefile for RT::Authen::ExternalAuth The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From jessie.bryan at gmail.com Wed Jul 16 14:00:43 2008 From: jessie.bryan at gmail.com (Jessie Bryan) Date: Wed, 16 Jul 2008 11:00:43 -0700 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays Message-ID: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> Hello everyone, We recently upgraded from 3.6.6 to 3.8.0 and after the upgrade, we immediately noticed delays loading pages within RT-3.8.0 website. Currently, the web interface is hosted on a Gentoo Linux system running apache2-2.8 with modperl 2.0.3 (portage) and Postfix MTA. RT3.8 was built from source. The database server is on a separate Gentoo Linux system running Postgresql-8.1.11 (portage). We have roughly 6 concurrent users at any time using RT. The database server shows us the process postmaster running at 85-95% CPU (5min avg load is around 3.88 - 4.5) during RT web clicks. Being relatively naive to postgres performance tuning, I'm not sure if this post is relevant to this list or not. Additional Server Details: tickets web/postfix has about 1GB RAM and is only running Postfix/Apache. The system load is always under 1, about 0.10 average RT-3.8.0 uses the following build options: #!/bin/bash ./configure --with-bin-owner=root --with-libs-owner=root --with-libs-group=bin \ --with-db-type=Pg --with-db-host=copper.example.org --with-db-port=5432 \ --with-db-rt-host=tickets.example.org --with-db-dba=******** --with-db-database=rt3 \ --with-db-rt-user=rt --with-db-rt-pass=********** \ --with-web-user=apache --with-web-group=apache --with-rt-group=rt \ --enable-graphviz --enable-gd --enable-gpg postgres "copper" server has 1GB RAM and is only running Postgres for our RT3 installation. Prior to the RT-3.8 upgrade the server load around 0.15 Here's our postgresql.conf: max_connections = 100 shared_buffers = 1000 lc_messages = 'C' lc_monetary = 'C' lc_numeric = 'C' lc_time = 'C' stats_start_collector = true stats_row_level = true listen_addresses = '*' shared_buffers = 48000 max_prepared_transactions = 64 work_mem = 4096 maintenance_work_mem = 32767 max_stack_depth = 7168 fsync = off effective_cache_size = 4000 autovacuum = on autovacuum_naptime = 300 lc_messages = 'en_US' lc_monetary = 'en_US' lc_numeric = 'en_US' lc_time = 'en_US' Here's a 'vmstat 1' from "copper" / postresql box: copper /var/log# vmstat 1 procs -----------memory---------- ---swap-- -----io---- --system-- ----cpu---- r b swpd free buff cache si so bi bo in cs us sy id wa 0 0 41080 50316 19004 704144 0 0 1 0 1 1 4 1 95 0 0 0 41080 50316 19004 704144 0 0 0 0 145 59 0 0 100 0 0 0 41080 50316 19004 704144 0 0 0 0 105 18 0 0 100 0 1 0 41080 50316 19004 704212 0 0 0 0 617 540 5 2 93 0 2 0 41080 50316 19012 704204 0 0 0 1228 367 330 57 13 30 1 1 0 41080 50316 19012 704204 0 0 0 0 490 750 64 11 25 0 1 0 41080 49944 19012 704340 0 0 0 0 387 711 69 10 21 0 1 0 41080 49944 19012 704340 0 0 0 0 213 230 23 15 62 0 1 0 41080 49944 19012 704340 0 0 0 0 211 217 25 15 59 0 1 0 41080 49944 19020 704332 0 0 0 584 253 259 25 17 58 0 0 0 41080 49884 19020 704400 0 0 60 0 205 219 24 16 58 2 1 0 41080 49824 19020 704400 0 0 48 0 211 222 19 22 58 0 1 0 41080 49764 19020 704468 0 0 72 0 197 198 28 13 58 1 0 0 41080 49704 19020 704604 0 0 56 0 217 228 18 16 66 0 0 0 41080 49704 19028 704596 0 0 0 112 113 46 0 0 100 0 0 0 41080 49704 19028 704596 0 0 0 0 104 22 0 0 100 0 0 0 41080 49704 19028 704596 0 0 0 0 105 20 0 0 100 0 copper log /var/log# We have a 2nd pair of identical servers running a copy of the Postgresql RT-3.6.6 database (for testing purposes) and do not see these slow downs (same hardware,software). Does anyone have any suggestions where to tackle this? Is downgrading an option? Thanks everyone, -Jessie From ruz at bestpractical.com Wed Jul 16 14:09:52 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 16 Jul 2008 22:09:52 +0400 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: References: Message-ID: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> Let's make it clear: * you still must upgrade DB using files in etc/upgrade/x.x.x/ * however in 3.8.0 you can do it using one command: rt-setup-database --dba root --prompt-for-dba-password --action upgrade it will ask for the old version (for example you can enter 3.6.7) and will apply all steps up to the installed version (in this case it's 3.8.0) * then you do mysql schema changes using the script * these schema changes are required for all mysql versions greater than mysql 4.1.0 * people installing for the first time will get new DB schema as there are two different schema files for mysql in etc/, so they don't need to do all these steps * people upgrading mysql server from 4.0 to 4.1 and newer should use the script two * I tested this script several times, but only on my dev PC, so it's VERY recommended to backup and make tests Clear? On Wed, Jul 16, 2008 at 8:03 PM, wrote: > Interesting. We're running 5.0.27 and the script worked just fine. > However, I ran all the schema/acl/insert upgrade commands using all the > 5.7.xx directories in etc/upgrade. > > Still waiting to hear from Ruslan to confirm 100% that you don't need to > run all these commands and you need only run the schema.mysql-4.0-4.1.pl > script. > > Additionally, not entirely sure, but it sounds like he acknowledges there > is a problem with the script. > > > James Moseley > > > > > > "Ryan Hardester" > i.tracy.ca.us> To > "Ruslan Zakirov" > 07/16/2008 10:41 , > AM > cc > > Subject > RE: [rt-users] Upgrading to 3.8.0: > schema.mysql,column_info selection > problem > > > > > > > > > > > I am getting the same column_info failed error message when running the > script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file to > the DB server since we are not running RT and the DB on the same > machine. > > --Ryan > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan > Zakirov > Sent: Wednesday, July 16, 2008 6:57 AM > To: jmoseley at corp.xanadoo.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info > selection problem > > In 3.8.0 it's one step :) > > However, we've done changes to mysql DB that require additional > upgrade steps for mysql, and this step fails. > > On Wed, Jul 16, 2008 at 5:24 PM, wrote: >> Did you follow these steps first? >> >> You may also need to update RT's database. To find out, type: >> >> ls etc/upgrade >> >> For each item in that directory whose name is greater than >> your previously installed RT version, run: >> >> /opt/rt3/sbin/rt-setup-database --action schema \ >> --datadir etc/upgrade/ >> /opt/rt3/sbin/rt-setup-database --action acl \ >> --datadir etc/upgrade/ >> /opt/rt3/sbin/rt-setup-database --action insert \ >> --datadir etc/upgrade/ >> >> >> There are 10 3.7.xx directories that you'll need to go through. >> >> >> James Moseley >> >> >> >> >> >> "web master" >> > ra.com> > To >> Sent by: rt-users at lists.bestpractical.com >> rt-users-bounces@ > cc >> lists.bestpractic >> al.com > Subject >> [rt-users] Upgrading to 3.8.0: >> schema.mysql, column_info >> 07/16/2008 05:00 selection problem >> AM >> >> >> >> >> >> >> >> >> >> Hi there >> I am having schema.mysql-4.0-4.1.pl problems upgrading to version >> 3.8.0 from 3.6.6. >> make upgrade worked well. >> >> As in point 4) of UPGRADING.mysql >> >> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries >> >> but >> >> usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password >> >> Ok, then I inserted the info needed >> >> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > > sql.queries >> >> but >> >> DBD::mysql::db column_info failed: column_info doesn't support column >> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >> DBD::mysql::db column_info failed: column_info doesn't support column >> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >> >> RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need >> to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in >> 3.6.6 tarball), it seems to suggest so. >> >> Can anybody please help? >> Cheers >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Kris.Boutilier at scrd.ca Wed Jul 16 14:10:19 2008 From: Kris.Boutilier at scrd.ca (Kris Boutilier) Date: Wed, 16 Jul 2008 11:10:19 -0700 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <3b29e88e0807160300w1075b62fg393895424e13c757@mail.gmail.com> References: <3b29e88e0807160300w1075b62fg393895424e13c757@mail.gmail.com> Message-ID: <09942A9F042EEB4A8F348040E74C3DE403F4DC29@exchange2007.scrd.ad> Your local version of DBD::mysql is out of date. The relevant notes from my rt3.8 upgrade on Debian Etch are below. Hope that helps. Kris Boutilier Information Services Coordinator Sunshine Coast Regional District ------------------------- 'column_info failed: column_info doesn't support column selection' means DBD::mysql is probably out of date, so check installed version of DBD::mysql # perl -MCPAN -e 'print CPAN::Shell->r ' Package namespace installed latest in CPAN file ... DBD::mysql 3.0008 4.007 CAPTTOFU/DBD-mysql-4.007.tar.gz ... What does Debian provide as a package and are we up to date? rt38:/# apt-cache search DBD::mysql libdbd-mysql-perl - A Perl5 database interface to the MySQL database rt38:/# apt-get install libdbd-mysql-perl Reading package lists... Done Building dependency tree... Done libdbd-mysql-perl is already the newest version. Hmmm.... http://packages.debian.org tells us that 4.007-1 is available in Testing. Can we easily install the package from Testing on this Stable machine? [don't bother trying this route, it fails miserably...] rt38:/usr/src# wget http://http.us.debian.org/debian/pool/main/libd/libdbd-mysql-perl/libdbd-mysql-perl_4.007-1_amd64.deb [clip] ... So, no. How about installing from sources, via CPAN? rt38:/usr/src# wget http://search.cpan.org/CPAN/authors/id/C/CA/CAPTTOFU/DBD-mysql-4.007.tar.gz {clip} 12:12:57 (444.49 KB/s) - `DBD-mysql-4.007.tar.gz' saved [123516/123516] rt38:/usr/src# tar -xvzf DBD-mysql-4.007.tar.gz rt38:/usr/src/DBD-mysql-4.007# perl Makefile.PL Hmmmm... it needs access to the mysql_client binary to build, so: rt38:/# apt-get install libmysqlclient15-dev rt38:/usr/src/DBD-mysql-4.007# perl Makefile.PL rt38:/usr/src/DBD-mysql-4.007# make rt38:/usr/src/DBD-mysql-4.007# make install And, try again: rt38:/usr/src/rt-3.8.0rc3# perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 root '' > sql.queries rt3.Groups.Instance has type VARCHAR however mapping is missing. Odd message, but everything seems to work now. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of web master Sent: Wednesday, July 16, 2008 3:00 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem Hi there I am having schema.mysql-4.0-4.1.pl problems upgrading to version 3.8.0 from 3.6.6. make upgrade worked well. {clip} [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > sql.queries but DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. {clip} From curtisb at vianet.ca Wed Jul 16 14:08:00 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Wed, 16 Jul 2008 14:08:00 -0400 Subject: [rt-users] 3.8.0 Install Message-ID: <487E3900.4070906@vianet.ca> Is there a way to explicitly turn off the standalone server during install/compile? the previous versions didn't force it. I'm trying to stay away from the extra perl modules as I don't believe I'll be using it at all. I've tried various configure switches but it doesn't appear to be possible. If this is ignorable that would be fine too.. ./configure --with-web-handler=modperl2 --with-db-type=mysql --enable-gd STANDALONE missing dependencies: Net::Server::PreFork...MISSING HTTP::Server::Simple >= 0.34...MISSING HTTP::Server::Simple::Mason >= 0.09...MISSING Net::Server...MISSING Any suggestions would be great.. Curtis From jesse at bestpractical.com Wed Jul 16 14:40:07 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 16 Jul 2008 14:40:07 -0400 Subject: [rt-users] 3.8.0 Install In-Reply-To: <487E3900.4070906@vianet.ca> References: <487E3900.4070906@vianet.ca> Message-ID: On Jul 16, 2008, at 2:08 PM, Curtis Bruneau wrote: > Is there a way to explicitly turn off the standalone server during > install/compile? the previous versions didn't force it. There is not. We've made it a core RT dependency. The additional dependencies are relatively light-weight and pure perl and we felt they were an adequate tradeoff for the significant debugging and setup benefits. (The web based configuration tool itself wasn't quite ready to announce as part of 3.8.0, but once you have installed RT 3.8.0, if you run standalone_httpd without a working database, RT will guide you through configuration and database provisioning. I'm hoping we'll see that as 'officially recommended' for 3.8.1. But it depends on the standalone server.) From jake.zack at cira.ca Wed Jul 16 14:14:29 2008 From: jake.zack at cira.ca (Jake Zack) Date: Wed, 16 Jul 2008 14:14:29 -0400 Subject: [rt-users] Simple Search function Message-ID: <04571DA2-15E5-42D5-8CD1-B9560A307024@cira.ca> What modifications would need to be made to make the Simple Search function accept more than one word? It can do two words when the search terms are put in single quotes...but the string has to match exactly a string in the Subject. If the ticket subject is "barack obama beat hillary clinton"...a search for: barack obama ...yields no results...but... 'barack obama' ...does yield results. I can't seem to find a way to make it accept a search phrase such as: barack hillary and yield a result. And yes, I know the advanced search feature can be used...but I'm told that that is too cumbersome for the average user. Any help would be appreciated. Thanks. From richard.harold at maxima.co.uk Wed Jul 16 14:50:10 2008 From: richard.harold at maxima.co.uk (Richard Harold) Date: Wed, 16 Jul 2008 19:50:10 +0100 Subject: [rt-users] question about email respose Message-ID: <5E57A4BBA46F464F969B45562F21DE14040F1751@hamail1.azurgroup.net> Is it possible to have the email response with a greeting of "Good morning", or "Good afternoon" depending on the time of day? I understand it is going to be some perl modding of some kind. Thanks in advance _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Wed Jul 16 15:13:24 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 16 Jul 2008 14:13:24 -0500 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> Message-ID: Ruslan, thanks for sharing this. James Moseley "Ruslan Zakirov" To Sent by: jmoseley at corp.xanadoo.com ruslan.zakirov at gm cc ail.com rt-users at lists.bestpractical.com Subject Re: [rt-users] Upgrading to 3.8.0: 07/16/2008 01:09 schema.mysql,column_info selection PM problem Let's make it clear: * you still must upgrade DB using files in etc/upgrade/x.x.x/ * however in 3.8.0 you can do it using one command: rt-setup-database --dba root --prompt-for-dba-password --action upgrade it will ask for the old version (for example you can enter 3.6.7) and will apply all steps up to the installed version (in this case it's 3.8.0) * then you do mysql schema changes using the script * these schema changes are required for all mysql versions greater than mysql 4.1.0 * people installing for the first time will get new DB schema as there are two different schema files for mysql in etc/, so they don't need to do all these steps * people upgrading mysql server from 4.0 to 4.1 and newer should use the script two * I tested this script several times, but only on my dev PC, so it's VERY recommended to backup and make tests Clear? On Wed, Jul 16, 2008 at 8:03 PM, wrote: > Interesting. We're running 5.0.27 and the script worked just fine. > However, I ran all the schema/acl/insert upgrade commands using all the > 5.7.xx directories in etc/upgrade. > > Still waiting to hear from Ruslan to confirm 100% that you don't need to > run all these commands and you need only run the schema.mysql-4.0-4.1.pl > script. > > Additionally, not entirely sure, but it sounds like he acknowledges there > is a problem with the script. > > > James Moseley > > > > > > "Ryan Hardester" > i.tracy.ca.us> To > "Ruslan Zakirov" > 07/16/2008 10:41 , > AM > cc > > Subject > RE: [rt-users] Upgrading to 3.8.0: > schema.mysql,column_info selection > problem > > > > > > > > > > > I am getting the same column_info failed error message when running the > script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file to > the DB server since we are not running RT and the DB on the same > machine. > > --Ryan > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan > Zakirov > Sent: Wednesday, July 16, 2008 6:57 AM > To: jmoseley at corp.xanadoo.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info > selection problem > > In 3.8.0 it's one step :) > > However, we've done changes to mysql DB that require additional > upgrade steps for mysql, and this step fails. > > On Wed, Jul 16, 2008 at 5:24 PM, wrote: >> Did you follow these steps first? >> >> You may also need to update RT's database. To find out, type: >> >> ls etc/upgrade >> >> For each item in that directory whose name is greater than >> your previously installed RT version, run: >> >> /opt/rt3/sbin/rt-setup-database --action schema \ >> --datadir etc/upgrade/ >> /opt/rt3/sbin/rt-setup-database --action acl \ >> --datadir etc/upgrade/ >> /opt/rt3/sbin/rt-setup-database --action insert \ >> --datadir etc/upgrade/ >> >> >> There are 10 3.7.xx directories that you'll need to go through. >> >> >> James Moseley >> >> >> >> >> >> "web master" >> > ra.com> > To >> Sent by: rt-users at lists.bestpractical.com >> rt-users-bounces@ > cc >> lists.bestpractic >> al.com > Subject >> [rt-users] Upgrading to 3.8.0: >> schema.mysql, column_info >> 07/16/2008 05:00 selection problem >> AM >> >> >> >> >> >> >> >> >> >> Hi there >> I am having schema.mysql-4.0-4.1.pl problems upgrading to version >> 3.8.0 from 3.6.6. >> make upgrade worked well. >> >> As in point 4) of UPGRADING.mysql >> >> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries >> >> but >> >> usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password >> >> Ok, then I inserted the info needed >> >> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > > sql.queries >> >> but >> >> DBD::mysql::db column_info failed: column_info doesn't support column >> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >> DBD::mysql::db column_info failed: column_info doesn't support column >> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >> >> RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need >> to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in >> 3.6.6 tarball), it seems to suggest so. >> >> Can anybody please help? >> Cheers >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Ryan.Hardester at ci.tracy.ca.us Wed Jul 16 15:20:21 2008 From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester) Date: Wed, 16 Jul 2008 12:20:21 -0700 Subject: [rt-users] Service Updates Message-ID: Is there a way to get Service Updates extension to work in 3.8? It installs, but when I go to enter an item I get: "Undefined subroutine &HTML::Mason::Commands::Error called at /opt/rt3/share/html/ServiceUpdate/Edit/dhandler line 20." This is a fresh 3.8, with the extension installed via cpan. --Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From jake.zack at cira.ca Wed Jul 16 15:31:49 2008 From: jake.zack at cira.ca (Jake Zack) Date: Wed, 16 Jul 2008 15:31:49 -0400 Subject: [rt-users] Simple Search function In-Reply-To: <04571DA2-15E5-42D5-8CD1-B9560A307024@cira.ca> References: <04571DA2-15E5-42D5-8CD1-B9560A307024@cira.ca> Message-ID: In fact, this function I describe below *IS* built into the new RT somewhere...or Best Practical developed it for themselves.. Their website at rt3.fsck.com DOES handle searches the way I'd like them to be handled. A search for: anti anxiety ...finds: 10208 antisocial-personality-disorder-anxiety new Pushmi Nobody 0 20 hours ago 20 hours ago 0 10211 anti-depressents-for-anxiety new Pushmi Nobody 0 15 hours ago 15 hours ago 0 So there is some method to have it handle searches in a better way. Anyone? On 16-Jul-08, at 2:14 PM, Jake Zack wrote: > What modifications would need to be made to make the Simple Search > function accept more than one word? > > It can do two words when the search terms are put in single > quotes...but the string has to match exactly a string in the Subject. > > If the ticket subject is "barack obama beat hillary clinton"...a > search for: > > barack obama > > ...yields no results...but... > > 'barack obama' > > ...does yield results. > > I can't seem to find a way to make it accept a search phrase such as: > > barack hillary > > and yield a result. > > And yes, I know the advanced search feature can be used...but I'm > told that that is too cumbersome for the average user. > > Any help would be appreciated. > > Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Jul 16 15:44:36 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 16 Jul 2008 15:44:36 -0400 Subject: [rt-users] Simple Search function In-Reply-To: References: <04571DA2-15E5-42D5-8CD1-B9560A307024@cira.ca> Message-ID: On Jul 16, 2008, at 3:31 PM, Jake Zack wrote: > In fact, this function I describe below *IS* built into the new RT > somewhere...or Best Practical developed it for themselves.. > We don't have any special code in there for this. Have you tested 3.8.0 locally? > Their website at rt3.fsck.com DOES handle searches the way I'd like > them to be handled. > > A search for: > > anti anxiety > > ...finds: > > 10208 antisocial-personality-disorder-anxiety new Pushmi Nobody 0 > 20 hours ago 20 hours ago 0 > 10211 anti-depressents-for-anxiety new Pushmi Nobody 0 > 15 hours ago 15 hours ago 0 > > So there is some method to have it handle searches in a better way. > > Anyone? > > On 16-Jul-08, at 2:14 PM, Jake Zack wrote: > >> What modifications would need to be made to make the Simple Search >> function accept more than one word? >> >> It can do two words when the search terms are put in single >> quotes...but the string has to match exactly a string in the Subject. >> >> If the ticket subject is "barack obama beat hillary clinton"...a >> search for: >> >> barack obama >> >> ...yields no results...but... >> >> 'barack obama' >> >> ...does yield results. >> >> I can't seem to find a way to make it accept a search phrase such as: >> >> barack hillary >> >> and yield a result. >> >> And yes, I know the advanced search feature can be used...but I'm >> told that that is too cumbersome for the average user. >> >> Any help would be appreciated. >> >> Thanks. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Jul 16 15:45:23 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 16 Jul 2008 15:45:23 -0400 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays In-Reply-To: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> References: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> Message-ID: <16A09A85-5639-4500-BBFF-D4F07B756F4D@bestpractical.com> On Jul 16, 2008, at 2:00 PM, Jessie Bryan wrote: > Hello everyone, > > We recently upgraded from 3.6.6 to 3.8.0 and after the upgrade, we > immediately noticed delays loading pages within RT-3.8.0 website. > Currently, the web interface is hosted on a Gentoo Linux system > running apache2-2.8 with modperl 2.0.3 (portage) and Postfix MTA. > RT3.8 was built from source. > The database server is on a separate Gentoo Linux system running > Postgresql-8.1.11 (portage). We have roughly 6 concurrent users at any > time using RT. > The database server shows us the process postmaster running at 85-95% > CPU (5min avg load is around 3.88 - 4.5) during RT web clicks. > Being relatively naive to postgres performance tuning, I'm not sure if > this post is relevant to this list or not. > > Are you doing automated vacuum analyzes? Do you have Postgres' slow query log on? If so, what does it report? > Additional Server Details: > > tickets web/postfix has about 1GB RAM and is only running > Postfix/Apache. The system load is always under 1, about 0.10 average > RT-3.8.0 uses the following build options: > > #!/bin/bash > ./configure --with-bin-owner=root --with-libs-owner=root > --with-libs-group=bin \ > --with-db-type=Pg --with-db-host=copper.example.org > --with-db-port=5432 \ > --with-db-rt-host=tickets.example.org > --with-db-dba=******** --with-db-database=rt3 \ > --with-db-rt-user=rt --with-db-rt-pass=********** \ > --with-web-user=apache --with-web-group=apache --with-rt- > group=rt \ > --enable-graphviz --enable-gd --enable-gpg > > > postgres "copper" server has 1GB RAM and is only running Postgres for > our RT3 installation. Prior to the RT-3.8 upgrade the server load > around 0.15 > > Here's our postgresql.conf: > > max_connections = 100 > shared_buffers = 1000 > lc_messages = 'C' > lc_monetary = 'C' > lc_numeric = 'C' > lc_time = 'C' > stats_start_collector = true > stats_row_level = true > listen_addresses = '*' > shared_buffers = 48000 > max_prepared_transactions = 64 > work_mem = 4096 > maintenance_work_mem = 32767 > max_stack_depth = 7168 > fsync = off > effective_cache_size = 4000 > autovacuum = on > autovacuum_naptime = 300 > lc_messages = 'en_US' > lc_monetary = 'en_US' > lc_numeric = 'en_US' > lc_time = 'en_US' > > Here's a 'vmstat 1' from "copper" / postresql box: > > copper /var/log# vmstat 1 > procs -----------memory---------- ---swap-- -----io---- --system-- > ----cpu---- > r b swpd free buff cache si so bi bo in cs us > sy id wa > 0 0 41080 50316 19004 704144 0 0 1 0 1 1 > 4 1 95 0 > 0 0 41080 50316 19004 704144 0 0 0 0 145 59 > 0 0 100 0 > 0 0 41080 50316 19004 704144 0 0 0 0 105 18 > 0 0 100 0 > 1 0 41080 50316 19004 704212 0 0 0 0 617 540 > 5 2 93 0 > 2 0 41080 50316 19012 704204 0 0 0 1228 367 330 57 > 13 30 1 > 1 0 41080 50316 19012 704204 0 0 0 0 490 750 64 > 11 25 0 > 1 0 41080 49944 19012 704340 0 0 0 0 387 711 69 > 10 21 0 > 1 0 41080 49944 19012 704340 0 0 0 0 213 230 23 > 15 62 0 > 1 0 41080 49944 19012 704340 0 0 0 0 211 217 25 > 15 59 0 > 1 0 41080 49944 19020 704332 0 0 0 584 253 259 25 > 17 58 0 > 0 0 41080 49884 19020 704400 0 0 60 0 205 219 24 > 16 58 2 > 1 0 41080 49824 19020 704400 0 0 48 0 211 222 19 > 22 58 0 > 1 0 41080 49764 19020 704468 0 0 72 0 197 198 28 > 13 58 1 > 0 0 41080 49704 19020 704604 0 0 56 0 217 228 18 > 16 66 0 > 0 0 41080 49704 19028 704596 0 0 0 112 113 46 > 0 0 100 0 > 0 0 41080 49704 19028 704596 0 0 0 0 104 22 > 0 0 100 0 > 0 0 41080 49704 19028 704596 0 0 0 0 105 20 > 0 0 100 0 > > copper log /var/log# > > > > We have a 2nd pair of identical servers running a copy of the > Postgresql RT-3.6.6 database (for testing purposes) and do not see > these slow downs (same hardware,software). > > Does anyone have any suggestions where to tackle this? Is > downgrading an option? > > Thanks everyone, > > -Jessie > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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.zack at cira.ca Wed Jul 16 15:59:59 2008 From: jake.zack at cira.ca (Jake Zack) Date: Wed, 16 Jul 2008 15:59:59 -0400 Subject: [rt-users] Simple Search function In-Reply-To: References: <04571DA2-15E5-42D5-8CD1-B9560A307024@cira.ca> Message-ID: <4C2E9938-74DA-4D92-B438-C535185D28A9@cira.ca> Yep, installed rt 8.0 today. I have a ticket called: AGM 2007 Member pre-registration login page When I search for "AGM", it works. When I search for "2007", it works. When I search for: AGM 2007 it fails. 'AGM 2007' works. I want to be able to parse my search query string, and check both (or all) of the arguments I've supplied it. Searching for: AGM Member ...should return this ticket in it's search results, much like the behaviour of rt3.fsck.com. On 16-Jul-08, at 3:44 PM, Jesse Vincent wrote: > > On Jul 16, 2008, at 3:31 PM, Jake Zack wrote: > >> In fact, this function I describe below *IS* built into the new RT >> somewhere...or Best Practical developed it for themselves.. >> > We don't have any special code in there for this. Have you tested > 3.8.0 locally? > >> Their website at rt3.fsck.com DOES handle searches the way I'd >> like them to be handled. >> >> A search for: >> >> anti anxiety >> >> ...finds: >> >> 10208 antisocial-personality-disorder-anxiety new Pushmi >> Nobody 0 >> 20 hours ago 20 hours ago 0 >> 10211 anti-depressents-for-anxiety new Pushmi Nobody 0 >> 15 hours ago 15 hours ago 0 >> >> So there is some method to have it handle searches in a better way. >> >> Anyone? >> >> On 16-Jul-08, at 2:14 PM, Jake Zack wrote: >> >>> What modifications would need to be made to make the Simple >>> Search function accept more than one word? >>> >>> It can do two words when the search terms are put in single >>> quotes...but the string has to match exactly a string in the >>> Subject. >>> >>> If the ticket subject is "barack obama beat hillary clinton"...a >>> search for: >>> >>> barack obama >>> >>> ...yields no results...but... >>> >>> 'barack obama' >>> >>> ...does yield results. >>> >>> I can't seem to find a way to make it accept a search phrase such >>> as: >>> >>> barack hillary >>> >>> and yield a result. >>> >>> And yes, I know the advanced search feature can be used...but I'm >>> told that that is too cumbersome for the average user. >>> >>> Any help would be appreciated. >>> >>> Thanks. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jake.zack at cira.ca Wed Jul 16 16:07:33 2008 From: jake.zack at cira.ca (Jake Zack) Date: Wed, 16 Jul 2008 16:07:33 -0400 Subject: [rt-users] Simple Search function In-Reply-To: <4C2E9938-74DA-4D92-B438-C535185D28A9@cira.ca> References: <04571DA2-15E5-42D5-8CD1-B9560A307024@cira.ca> <4C2E9938-74DA-4D92-B438-C535185D28A9@cira.ca> Message-ID: OK...I lied. Well, not below...but initially. The RT 8.0 search function does work properly...UNLESS...as below...there are numbers involved. I created ticket subject 'one two three four five six', and a search of: one six Finds it. But if the search string contains numbers, it fails. That a bug, or intentional for some reason I don't understand? :) On 16-Jul-08, at 3:59 PM, Jake Zack wrote: > Yep, installed rt 8.0 today. > > I have a ticket called: > > AGM 2007 Member pre-registration login page > > When I search for "AGM", it works. When I search for "2007", it > works. > > When I search for: > > AGM 2007 > > it fails. > > 'AGM 2007' works. > > I want to be able to parse my search query string, and check both > (or all) of the arguments I've supplied it. > > Searching for: > > AGM Member > > ...should return this ticket in it's search results, much like the > behaviour of rt3.fsck.com. > > On 16-Jul-08, at 3:44 PM, Jesse Vincent wrote: > >> >> On Jul 16, 2008, at 3:31 PM, Jake Zack wrote: >> >>> In fact, this function I describe below *IS* built into the new >>> RT somewhere...or Best Practical developed it for themselves.. >>> >> We don't have any special code in there for this. Have you tested >> 3.8.0 locally? >> >>> Their website at rt3.fsck.com DOES handle searches the way I'd >>> like them to be handled. >>> >>> A search for: >>> >>> anti anxiety >>> >>> ...finds: >>> >>> 10208 antisocial-personality-disorder-anxiety new Pushmi >>> Nobody 0 >>> 20 hours ago 20 hours ago 0 >>> 10211 anti-depressents-for-anxiety new Pushmi Nobody 0 >>> 15 hours ago 15 hours ago 0 >>> >>> So there is some method to have it handle searches in a better way. >>> >>> Anyone? >>> >>> On 16-Jul-08, at 2:14 PM, Jake Zack wrote: >>> >>>> What modifications would need to be made to make the Simple >>>> Search function accept more than one word? >>>> >>>> It can do two words when the search terms are put in single >>>> quotes...but the string has to match exactly a string in the >>>> Subject. >>>> >>>> If the ticket subject is "barack obama beat hillary clinton"...a >>>> search for: >>>> >>>> barack obama >>>> >>>> ...yields no results...but... >>>> >>>> 'barack obama' >>>> >>>> ...does yield results. >>>> >>>> I can't seem to find a way to make it accept a search phrase >>>> such as: >>>> >>>> barack hillary >>>> >>>> and yield a result. >>>> >>>> And yes, I know the advanced search feature can be used...but >>>> I'm told that that is too cumbersome for the average user. >>>> >>>> Any help would be appreciated. >>>> >>>> Thanks. >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Wed Jul 16 16:18:40 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 16 Jul 2008 15:18:40 -0500 Subject: [rt-users] RT 3.8.0 rich text color problems Message-ID: When replying or commenting on a ticket, I can see the text color, if color is selected. When viewing the source, I can also see the span tags. But after updating the ticket, the span tags disappear and thus the color does too when displaying the ticket. Am I missing something in the configuration or do I need to make some changes to the theme files? James Moseley From daviswj at comcast.net Wed Jul 16 16:37:22 2008 From: daviswj at comcast.net (Bill Davis) Date: Wed, 16 Jul 2008 14:37:22 -0600 Subject: [rt-users] RT 3.8 comments Message-ID: <487E5C02.7050106@comcast.net> Have just upgraded RT 3.6.5 to RT 3.8 and am quite impressed overall ... kudos to all involved in its development :o) ... ... however there are a few minor things I'd like to modify: 1. Inevitably a certain amount of spam leaks through the spam filters and creates tickets ... currently on each one that isn't obvious spam from the title, I have to view it, select "Basics", select status "deleted", & then click "Save Changes" ... a 3 step process. What I'd like to do is add a "Delete" choice to the "Open --- Comment --- Reply --- Resolve --- Star (bookmark)" bar in the upper right of the Ticket History screen, so that one click would change the ticket status to "deleted". I had modified 3.6.5 to do this in accordance with someone's contribution (whose or where I don't recall) ... but I doubt that mod would still fit 3.8. 2. I'd like to be able to set the default refresh interval for a least the "At A Glance" page (in user preferences would be nice, but I'd be happy with a RT_SiteConfig alternative. RT defaults to "Do not refresh" (in my opinion a poor choice), requiring this to be reset at every login. 3. I'd previously configured 3.6.5 so that certain high priorities displayed the priority number in different color, I'd like to do the same in 3.8 but haven't been able to locate what or where to modify (I'm Perl ignorant ... or know just enough to be dangerous :o) ). Any pointers or suggestions regarding any of these are greatly appreciated ... Bill Davis From falcone at bestpractical.com Wed Jul 16 17:08:44 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Jul 2008 17:08:44 -0400 Subject: [rt-users] Simple Search function In-Reply-To: References: <04571DA2-15E5-42D5-8CD1-B9560A307024@cira.ca> <4C2E9938-74DA-4D92-B438-C535185D28A9@cira.ca> Message-ID: <1E7EEBF5-17A2-4438-96EB-956942F41032@bestpractical.com> On Jul 16, 2008, at 4:07 PM, Jake Zack wrote: > OK...I lied. > > Well, not below...but initially. > > The RT 8.0 search function does work properly...UNLESS...as > below...there are numbers involved. > > I created ticket subject 'one two three four five six', and a search > of: > > one six > > Finds it. > > But if the search string contains numbers, it fails. The Simple search assumes that any number is a Ticket ID and builds the query based on that -kevin > > That a bug, or intentional for some reason I don't understand? :) > > On 16-Jul-08, at 3:59 PM, Jake Zack wrote: > >> Yep, installed rt 8.0 today. >> >> I have a ticket called: >> >> AGM 2007 Member pre-registration login page >> >> When I search for "AGM", it works. When I search for "2007", it >> works. >> >> When I search for: >> >> AGM 2007 >> >> it fails. >> >> 'AGM 2007' works. >> >> I want to be able to parse my search query string, and check both >> (or all) of the arguments I've supplied it. >> >> Searching for: >> >> AGM Member >> >> ...should return this ticket in it's search results, much like the >> behaviour of rt3.fsck.com. >> >> On 16-Jul-08, at 3:44 PM, Jesse Vincent wrote: >> >>> >>> On Jul 16, 2008, at 3:31 PM, Jake Zack wrote: >>> >>>> In fact, this function I describe below *IS* built into the new >>>> RT somewhere...or Best Practical developed it for themselves.. >>>> >>> We don't have any special code in there for this. Have you tested >>> 3.8.0 locally? >>> >>>> Their website at rt3.fsck.com DOES handle searches the way I'd >>>> like them to be handled. >>>> >>>> A search for: >>>> >>>> anti anxiety >>>> >>>> ...finds: >>>> >>>> 10208 antisocial-personality-disorder-anxiety new Pushmi >>>> Nobody 0 >>>> 20 hours ago 20 hours ago 0 >>>> 10211 anti-depressents-for-anxiety new Pushmi Nobody 0 >>>> 15 hours ago 15 hours ago 0 >>>> >>>> So there is some method to have it handle searches in a better way. >>>> >>>> Anyone? >>>> >>>> On 16-Jul-08, at 2:14 PM, Jake Zack wrote: >>>> >>>>> What modifications would need to be made to make the Simple >>>>> Search function accept more than one word? >>>>> >>>>> It can do two words when the search terms are put in single >>>>> quotes...but the string has to match exactly a string in the >>>>> Subject. >>>>> >>>>> If the ticket subject is "barack obama beat hillary clinton"...a >>>>> search for: >>>>> >>>>> barack obama >>>>> >>>>> ...yields no results...but... >>>>> >>>>> 'barack obama' >>>>> >>>>> ...does yield results. >>>>> >>>>> I can't seem to find a way to make it accept a search phrase >>>>> such as: >>>>> >>>>> barack hillary >>>>> >>>>> and yield a result. >>>>> >>>>> And yes, I know the advanced search feature can be used...but >>>>> I'm told that that is too cumbersome for the average user. >>>>> >>>>> Any help would be appreciated. >>>>> >>>>> Thanks. >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ruz at bestpractical.com Wed Jul 16 17:10:36 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 Jul 2008 01:10:36 +0400 Subject: [rt-users] RT 3.8 comments In-Reply-To: <487E5C02.7050106@comcast.net> References: <487E5C02.7050106@comcast.net> Message-ID: <589c94400807161410ja41a1e0y1ce07ecf0d2a8ed2@mail.gmail.com> On Thu, Jul 17, 2008 at 12:37 AM, Bill Davis wrote: > Have just upgraded RT 3.6.5 to RT 3.8 and am quite impressed overall ... > kudos to all involved in its development :o) ... > > ... however there are a few minor things I'd like to modify: > > 1. Inevitably a certain amount of spam leaks through the spam filters > and creates tickets ... currently on each one that isn't obvious spam > from the title, I have to view it, select "Basics", select status > "deleted", & then click "Save Changes" ... a 3 step process. What I'd > like to do is add a "Delete" choice to the "Open --- Comment --- Reply > --- Resolve --- Star (bookmark)" bar in the upper right of the Ticket > History screen, so that one click would change the ticket status to > "deleted". I had modified 3.6.5 to do this in accordance with someone's > contribution (whose or where I don't recall) ... but I doubt that mod > would still fit 3.8. If it's correct mod based on a callback then it still should work with 3.8.0. > 2. I'd like to be able to set the default refresh interval for a least > the "At A Glance" page (in user preferences would be nice, but I'd be > happy with a RT_SiteConfig alternative. RT defaults to "Do not refresh" > (in my opinion a poor choice), requiring this to be reset at every login. create a feature request on rt3.fsck.com > > 3. I'd previously configured 3.6.5 so that certain high priorities > displayed the priority number in different color, I'd like to do the > same in 3.8 but haven't been able to locate what or where to modify (I'm > Perl ignorant ... or know just enough to be dangerous :o) ). Again if it's callbacks based mod than it still should work. > > Any pointers or suggestions regarding any of these are greatly > appreciated ... > > Bill Davis > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From shildret at scotth.emsphone.com Wed Jul 16 17:17:45 2008 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 16 Jul 2008 16:17:45 -0500 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <1216227196.1280.11.camel@scotth.emsphone.com> References: <1216227196.1280.11.camel@scotth.emsphone.com> Message-ID: <1216243065.1280.37.camel@scotth.emsphone.com> On Wed, 2008-07-16 at 11:53 -0500, Scott T. Hildreth wrote: > Well I ran all the etc/upgrade/3.7.* upgrades and then created the > query script with schema.mysql-4.0-4.1.pl and I get this error, > > ERROR 1067 (42000) at line 36: Invalid default value for 'LookupType' I looked at the sql, ALTER TABLE CustomFields MODIFY LookupType VARBINARY(255) NOT NULL DEFAULT NULL; ...I guess it doesn't like "NOT NULL" defaulting to ...well NULL. :-) There were 5 of these, so I removed the "DEFAULT NULL" and all was well. >grep "NOT NULL DEFAULT NULL" sql.queries ALTER TABLE CustomFields MODIFY LookupType VARCHAR(255) CHARACTER SET ascii NOT NULL DEFAULT NULL; ALTER TABLE ObjectCustomFieldValues MODIFY ObjectType VARBINARY(255) NOT NULL DEFAULT NULL; ALTER TABLE ObjectCustomFieldValues MODIFY ObjectType VARCHAR(255) CHARACTER SET ascii NOT NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY ObjectType VARBINARY(64) NOT NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY ObjectType VARCHAR(64) CHARACTER SET ascii NOT NULL DEFAULT NULL; > > I am using Server version: 5.0.51a. > > I am confused as well, if you are already on mysql > 4.0 do you need > to run the queries created by schema.mysql-4.0-4.1.pl? I think the > answer is probably yes, since the char set is changed to utf8. > > > On Wed, 2008-07-16 at 11:03 -0500, jmoseley at corp.xanadoo.com wrote: > > Interesting. We're running 5.0.27 and the script worked just fine. > > However, I ran all the schema/acl/insert upgrade commands using all the > > 5.7.xx directories in etc/upgrade. > > > > Still waiting to hear from Ruslan to confirm 100% that you don't need to > > run all these commands and you need only run the schema.mysql-4.0-4.1.pl > > script. > > > > Additionally, not entirely sure, but it sounds like he acknowledges there > > is a problem with the script. > > > > > > James Moseley > > > > > > > > > > > > "Ryan Hardester" > > > i.tracy.ca.us> To > > "Ruslan Zakirov" > > 07/16/2008 10:41 , > > AM > > cc > > > > Subject > > RE: [rt-users] Upgrading to 3.8.0: > > schema.mysql,column_info selection > > problem > > > > > > > > > > > > > > > > > > > > > > I am getting the same column_info failed error message when running the > > script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file to > > the DB server since we are not running RT and the DB on the same > > machine. > > > > --Ryan > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan > > Zakirov > > Sent: Wednesday, July 16, 2008 6:57 AM > > To: jmoseley at corp.xanadoo.com > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info > > selection problem > > > > In 3.8.0 it's one step :) > > > > However, we've done changes to mysql DB that require additional > > upgrade steps for mysql, and this step fails. > > > > On Wed, Jul 16, 2008 at 5:24 PM, wrote: > > > Did you follow these steps first? > > > > > > You may also need to update RT's database. To find out, type: > > > > > > ls etc/upgrade > > > > > > For each item in that directory whose name is greater than > > > your previously installed RT version, run: > > > > > > /opt/rt3/sbin/rt-setup-database --action schema \ > > > --datadir etc/upgrade/ > > > /opt/rt3/sbin/rt-setup-database --action acl \ > > > --datadir etc/upgrade/ > > > /opt/rt3/sbin/rt-setup-database --action insert \ > > > --datadir etc/upgrade/ > > > > > > > > > There are 10 3.7.xx directories that you'll need to go through. > > > > > > > > > James Moseley > > > > > > > > > > > > > > > > > > "web master" > > > > > ra.com> > > To > > > Sent by: rt-users at lists.bestpractical.com > > > rt-users-bounces@ > > cc > > > lists.bestpractic > > > al.com > > Subject > > > [rt-users] Upgrading to 3.8.0: > > > schema.mysql, column_info > > > 07/16/2008 05:00 selection problem > > > AM > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Hi there > > > I am having schema.mysql-4.0-4.1.pl problems upgrading to version > > > 3.8.0 from 3.6.6. > > > make upgrade worked well. > > > > > > As in point 4) of UPGRADING.mysql > > > > > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries > > > > > > but > > > > > > usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password > > > > > > Ok, then I inserted the info needed > > > > > > [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > > > sql.queries > > > > > > but > > > > > > DBD::mysql::db column_info failed: column_info doesn't support column > > > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > > DBD::mysql::db column_info failed: column_info doesn't support column > > > selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > > > > > RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need > > > to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in > > > 3.6.6 tarball), it seems to suggest so. > > > > > > Can anybody please help? > > > Cheers > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: 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. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 rl at greentube.com Wed Jul 16 17:21:23 2008 From: rl at greentube.com (Raphael) Date: Wed, 16 Jul 2008 23:21:23 +0200 Subject: [rt-users] database upgrade problem Message-ID: <487E6653.5090106@greentube.com> hi all, tried to upgrade the database with the following command (from version 3.6.6 to 3.8.0): rt-setup-database --dba root --prompt-for-dba-password --action upgrade it worked but then it stopped with this error: Processing 3.7.1 Processing 3.7.3 Now populating database schema. Processing 3.7.10 Processing 3.7.15 Processing 3.7.19 Processing 3.7.81 Now populating database schema. [Wed Jul 16 21:16:12 2008] [crit]: DBD::mysql::st execute failed: The table '#sql-41f5_43' is full at /opt/rt3/sbin/../lib/RT/Handle.pm line 463. (/opt/rt3/sbin/../lib/RT.pm:375) DBD::mysql::st execute failed: The table '#sql-41f5_43' is full at /opt/rt3/sbin/../lib/RT/Handle.pm line 463. can anyone help me with this? thanx, raphael -------------- next part -------------- An HTML attachment was scrubbed... URL: From javoskam at uwaterloo.ca Wed Jul 16 17:36:46 2008 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Wed, 16 Jul 2008 17:36:46 -0400 Subject: [rt-users] rt 3.8.0 web2 CSS wierdness. Message-ID: <487E69EE.9050301@uwaterloo.ca> There's some nice new options for Search/Build.html (such as all the Queue* stuff, but the label field is a bit narrow. Attached is a patch that allows me to see the tail end of such options as "QueueAdminCC EmailAddress" rather than just a list of "QueueAdminC". Jeff Voskamp -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: CSSdiff URL: From micah at onshore.com Wed Jul 16 17:56:00 2008 From: micah at onshore.com (Micah Gersten) Date: Wed, 16 Jul 2008 16:56:00 -0500 Subject: [rt-users] 3.8.0 and backwards compatability Message-ID: <487E6E70.7080906@onshore.com> I'm wondering if the 3.8.0 DB schema is backwards compatible with 3.6.0. Does anyone know? -- Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com From jesse at bestpractical.com Wed Jul 16 17:56:02 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 16 Jul 2008 17:56:02 -0400 Subject: [rt-users] rt 3.8.0 web2 CSS wierdness. In-Reply-To: <487E69EE.9050301@uwaterloo.ca> References: <487E69EE.9050301@uwaterloo.ca> Message-ID: <17104356-879E-4FBA-BA0A-A9ABBB5F3C4C@bestpractical.com> On Jul 16, 2008, at 5:36 PM, Jeff Voskamp wrote: > There's some nice new options for Search/Build.html (such as all the > Queue* stuff, but the label field is a bit narrow. > Attached is a patch that allows me to see the tail end of such > options as "QueueAdminCC EmailAddress" rather than just a list of > "QueueAdminC". > So, the problem with making things that wide in the default view is that on many browsers and screens, the query view gets cut off:/ > Jeff Voskamp > *** ticket-search.css 2008-07-15 14:33:34.000000000 -0400 > --- /usr/local/rt/html/NoAuth/css/web2/ticket-search.css 2008-07-16 > 17:30:22.000000000 -0400 > *************** > *** 60,70 **** > #comp-Search-Build #pick-criteria td.label { > font: message-box; > padding-right: 0.5em; > ! width: 11em; > } > > #comp-Search-Build #pick-criteria td.label * { > ! width: 8.5em; > } > > #comp-Search-Build #pick-criteria td.label select { > --- 60,70 ---- > #comp-Search-Build #pick-criteria td.label { > font: message-box; > padding-right: 0.5em; > ! width: 18em; > } > > #comp-Search-Build #pick-criteria td.label * { > ! width: 15.5em; > } > > #comp-Search-Build #pick-criteria td.label select { > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 16 17:57:19 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 16 Jul 2008 17:57:19 -0400 Subject: [rt-users] 3.8.0 and backwards compatability In-Reply-To: <487E6E70.7080906@onshore.com> References: <487E6E70.7080906@onshore.com> Message-ID: On Jul 16, 2008, at 5:56 PM, Micah Gersten wrote: > I'm wondering if the 3.8.0 DB schema is backwards compatible with > 3.6.0. > Does anyone know? > It is. some types have been tweaked, but they should all work fine with a 3.6.0 instance. The only "real" changes are added data. -j > -- > > > Thank you, > Micah Gersten > onShore Networks > Internal Developer > http://www.onshore.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jessie.bryan at gmail.com Wed Jul 16 18:07:50 2008 From: jessie.bryan at gmail.com (Jessie Bryan) Date: Wed, 16 Jul 2008 15:07:50 -0700 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays In-Reply-To: <16A09A85-5639-4500-BBFF-D4F07B756F4D@bestpractical.com> References: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> <16A09A85-5639-4500-BBFF-D4F07B756F4D@bestpractical.com> Message-ID: <6c8139d00807161507u2ad5e231sb7e76ff5ec4bbd09@mail.gmail.com> On Wed, Jul 16, 2008 at 12:45 PM, Jesse Vincent wrote: > Are you doing automated vacuum analyzes? Do you have Postgres' slow query > log on? If so, what does it report? AFAICT, postgresql.conf show me that autovacuum is on: autovacuum = on autovacuum_naptime = 300 I don't see anything about slow query logs (is that set via log_min_duration_statement ?) If I need to set log_min_duration_statement, any recommendation value? From javoskam at uwaterloo.ca Wed Jul 16 18:21:36 2008 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Wed, 16 Jul 2008 18:21:36 -0400 Subject: [rt-users] rt 3.8.0 web2 CSS wierdness. In-Reply-To: <17104356-879E-4FBA-BA0A-A9ABBB5F3C4C@bestpractical.com> References: <487E69EE.9050301@uwaterloo.ca> <17104356-879E-4FBA-BA0A-A9ABBB5F3C4C@bestpractical.com> Message-ID: <487E7470.7040302@uwaterloo.ca> Jesse Vincent wrote: > > On Jul 16, 2008, at 5:36 PM, Jeff Voskamp wrote: > >> There's some nice new options for Search/Build.html (such as all the >> Queue* stuff, but the label field is a bit narrow. >> Attached is a patch that allows me to see the tail end of such >> options as "QueueAdminCC EmailAddress" rather than just a list of >> "QueueAdminC". >> > So, the problem with making things that wide in the default view is > that on many browsers and screens, the query view gets cut off:/ Then the contents of the fields need to be shorter, or ragged left, or something. the 3.4 and 3.5 skins don't specify a width so things are still getting pushed around. Jeff From jesse at bestpractical.com Wed Jul 16 19:11:23 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 16 Jul 2008 19:11:23 -0400 Subject: [rt-users] rt 3.8.0 web2 CSS wierdness. In-Reply-To: <487E7470.7040302@uwaterloo.ca> References: <487E69EE.9050301@uwaterloo.ca> <17104356-879E-4FBA-BA0A-A9ABBB5F3C4C@bestpractical.com> <487E7470.7040302@uwaterloo.ca> Message-ID: <90181D9D-E2C4-4FA5-9CB2-EB322EAE7E86@bestpractical.com> On Jul 16, 2008, at 6:21 PM, Jeff Voskamp wrote: > Jesse Vincent wrote: >> >> On Jul 16, 2008, at 5:36 PM, Jeff Voskamp wrote: >> >>> There's some nice new options for Search/Build.html (such as all >>> the Queue* stuff, but the label field is a bit narrow. >>> Attached is a patch that allows me to see the tail end of such >>> options as "QueueAdminCC EmailAddress" rather than just a list of >>> "QueueAdminC". >>> >> So, the problem with making things that wide in the default view is >> that on many browsers and screens, the query view gets cut off:/ >> > Then the contents of the fields need to be shorter, or ragged left, > or something. Patches are certainly welcome, as are entirely new themes. We've spent a good few developer days trying to improve the style and layout of just that section of the page and make it work reasonably well on Firefox 2 and 3, Safari, Opera and IE 6 and 7. I'm not likely to spend any more time on it in the near future unless it's for someone who's paying us or holding my family hostage. > the 3.4 and 3.5 skins don't specify a width so things are still > getting pushed around. > Yep. We didn't change how those themes render...well, anything for 3.8. > Jeff Jesse From ruz at bestpractical.com Wed Jul 16 19:36:06 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 Jul 2008 03:36:06 +0400 Subject: [rt-users] database upgrade problem In-Reply-To: <487E6653.5090106@greentube.com> References: <487E6653.5090106@greentube.com> Message-ID: <589c94400807161636r76396c08s5f419c944e24adc3@mail.gmail.com> you should read this: http://dev.mysql.com/doc/refman/5.0/en/full-table.html On Thu, Jul 17, 2008 at 1:21 AM, Raphael wrote: > hi all, > > tried to upgrade the database with the following command (from version 3.6.6 > to 3.8.0): > > rt-setup-database --dba root --prompt-for-dba-password --action upgrade > > it worked but then it stopped with this error: > > Processing 3.7.1 > Processing 3.7.3 > Now populating database schema. > Processing 3.7.10 > Processing 3.7.15 > Processing 3.7.19 > Processing 3.7.81 > Now populating database schema. > [Wed Jul 16 21:16:12 2008] [crit]: DBD::mysql::st execute failed: The table > '#sql-41f5_43' is full at /opt/rt3/sbin/../lib/RT/Handle.pm line 463. > (/opt/rt3/sbin/../lib/RT.pm:375) > DBD::mysql::st execute failed: The table '#sql-41f5_43' is full at > /opt/rt3/sbin/../lib/RT/Handle.pm line 463. > > can anyone help me with this? > > thanx, > raphael > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 daviswj at comcast.net Wed Jul 16 19:53:52 2008 From: daviswj at comcast.net (Bill Davis) Date: Wed, 16 Jul 2008 17:53:52 -0600 Subject: [rt-users] RT 3.8 comments In-Reply-To: <589c94400807161410ja41a1e0y1ce07ecf0d2a8ed2@mail.gmail.com> References: <487E5C02.7050106@comcast.net> <589c94400807161410ja41a1e0y1ce07ecf0d2a8ed2@mail.gmail.com> Message-ID: <487E8A10.30509@comcast.net> An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Wed Jul 16 20:01:01 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 16 Jul 2008 19:01:01 -0500 Subject: [rt-users] RT 3.8.0 rich text color problems In-Reply-To: Message-ID: Looking through the RT_Config.pm file, I've set this in my site config file: Set($PreferRichText, 1); However, colored text still does not display in emails sent by RT nor in the ticket display view - only while creating text while commenting, replying, etc. Bold and italicized email displays, but not color. No big deal, just thought I'd pass this along. James Moseley James Moseley/BTV/PEGAS US To rt-users at lists.bestpractical.com 07/16/2008 03:18 cc PM Subject RT 3.8.0 rich text color problems When replying or commenting on a ticket, I can see the text color, if color is selected. When viewing the source, I can also see the span tags. But after updating the ticket, the span tags disappear and thus the color does too when displaying the ticket. Am I missing something in the configuration or do I need to make some changes to the theme files? James Moseley From frota at cecom.ufmg.br Wed Jul 16 21:58:44 2008 From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais) Date: Wed, 16 Jul 2008 22:58:44 -0300 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: References: Message-ID: <200807162258.44374.frota@cecom.ufmg.br> I think my experience will not help anyone, but it's from all the others, so I think it can be usefull: I had the same problem in my production RT server. But I did a brand new installation of RT 3.8 in my personal computer, then I removed completely the database and restored a copy from the production server. I had no problems during the execution of the script, but I had problems when I was executing the "sql.queries" at the line #ALTER TABLE CustomFields MODIFY LookupType VARCHAR(255) CHARACTER SET ascii NOT NULL DEFAULT NULL So, I comented the line and continue to run the script. Things are working well. Im my production server, I was not able to generate the "sql.queries" file, but, despite of that, things are working fine. I had to run mannually all the update scripts since 3.6.5, but it's ok, probably documentation will be updated for 3.8.1. RT production server ir running mysql-server-5.0.45-6.fc7 and perl-DBD-MySQL-3.0008-1.fc7 (DBD::mysql v3.0008) My working computer is running mysql-server-5.0.51a-1.fc9 and perl-DBD-MySQL-4.005-8.fc9 but testdeps and fixdeps executed fine at both computers. Em Wednesday 16 July 2008 16:13:24 jmoseley at corp.xanadoo.com escreveu: > Ruslan, thanks for sharing this. > > > James Moseley > > > > > > "Ruslan Zakirov" > l.com> To > Sent by: jmoseley at corp.xanadoo.com > ruslan.zakirov at gm cc > ail.com rt-users at lists.bestpractical.com > Subject > Re: [rt-users] Upgrading to 3.8.0: > 07/16/2008 01:09 schema.mysql,column_info selection > PM problem > > > > > > > > > > > Let's make it clear: > * you still must upgrade DB using files in etc/upgrade/x.x.x/ > * however in 3.8.0 you can do it using one command: > > rt-setup-database --dba root --prompt-for-dba-password --action upgrade > > it will ask for the old version (for example you can enter 3.6.7) and > will apply all steps up to the installed version (in this case it's > 3.8.0) > > * then you do mysql schema changes using the script > * these schema changes are required for all mysql versions greater > than mysql 4.1.0 > > * people installing for the first time will get new DB schema as there > are two different schema files for mysql in etc/, so they don't need > to do all these steps > * people upgrading mysql server from 4.0 to 4.1 and newer should use > the script two > > * I tested this script several times, but only on my dev PC, so it's > VERY recommended to backup and make tests > > Clear? > > On Wed, Jul 16, 2008 at 8:03 PM, wrote: > > Interesting. We're running 5.0.27 and the script worked just fine. > > However, I ran all the schema/acl/insert upgrade commands using all the > > 5.7.xx directories in etc/upgrade. > > > > Still waiting to hear from Ruslan to confirm 100% that you don't need to > > run all these commands and you need only run the schema.mysql-4.0-4.1.pl > > script. > > > > Additionally, not entirely sure, but it sounds like he acknowledges there > > is a problem with the script. > > > > > > James Moseley > > > > > > > > > > > > "Ryan Hardester" > > > i.tracy.ca.us> To > > "Ruslan Zakirov" > > 07/16/2008 10:41 , > > AM > > cc > > > > Subject > > RE: [rt-users] Upgrading to 3.8.0: > > schema.mysql,column_info selection > > problem > > > > > > > > > > > > > > > > > > > > > > I am getting the same column_info failed error message when running the > > script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file to > > the DB server since we are not running RT and the DB on the same > > machine. > > > > --Ryan > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan > > Zakirov > > Sent: Wednesday, July 16, 2008 6:57 AM > > To: jmoseley at corp.xanadoo.com > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info > > selection problem > > > > In 3.8.0 it's one step :) > > > > However, we've done changes to mysql DB that require additional > > upgrade steps for mysql, and this step fails. > > > > On Wed, Jul 16, 2008 at 5:24 PM, wrote: > >> Did you follow these steps first? > >> > >> You may also need to update RT's database. To find out, type: > >> > >> ls etc/upgrade > >> > >> For each item in that directory whose name is greater than > >> your previously installed RT version, run: > >> > >> /opt/rt3/sbin/rt-setup-database --action schema \ > >> --datadir etc/upgrade/ > >> /opt/rt3/sbin/rt-setup-database --action acl \ > >> --datadir etc/upgrade/ > >> /opt/rt3/sbin/rt-setup-database --action insert \ > >> --datadir etc/upgrade/ > >> > >> > >> There are 10 3.7.xx directories that you'll need to go through. > >> > >> > >> James Moseley > >> > >> > >> > >> > >> > >> "web master" > >> >> ra.com> > > > > To > > > >> Sent by: rt-users at lists.bestpractical.com > >> rt-users-bounces@ > > > > cc > > > >> lists.bestpractic > >> al.com > > > > Subject > > > >> [rt-users] Upgrading to 3.8.0: > >> schema.mysql, column_info > >> 07/16/2008 05:00 selection problem > >> AM > >> > >> > >> > >> > >> > >> > >> > >> > >> > >> Hi there > >> I am having schema.mysql-4.0-4.1.pl problems upgrading to version > >> 3.8.0 from 3.6.6. > >> make upgrade worked well. > >> > >> As in point 4) of UPGRADING.mysql > >> > >> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries > >> > >> but > >> > >> usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password > >> > >> Ok, then I inserted the info needed > >> > >> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > > > > > sql.queries > > > >> but > >> > >> DBD::mysql::db column_info failed: column_info doesn't support column > >> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > >> DBD::mysql::db column_info failed: column_info doesn't support column > >> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > >> > >> RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need > >> to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in > >> 3.6.6 tarball), it seems to suggest so. > >> > >> Can anybody please help? > >> Cheers > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: 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. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > Best regards, Ruslan. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Fernando Frota Machado de Morais IR Team - Divisao de Redes de Comunicacao Centro de Computacao Universidade Federal de Minas Gerais Brasil Tel. +55(31)3409.4007 Fax. +55(31)3409.4004 From jlane at inter-systems.com.au Wed Jul 16 23:22:31 2008 From: jlane at inter-systems.com.au (Jed Lane) Date: Thu, 17 Jul 2008 13:22:31 +1000 Subject: [rt-users] Asset tracker / Inventory management add-ons? Message-ID: <7259hp$4q74dh@ipmail05.adl2.internode.on.net> Hi all, I was wondering if anyone's familiar with any such add-ons for RT or even had some experience setting one up? I've come across this: http://wiki.bestpractical.com/view/AssetTracker Unfortunately it looks like a relatively dead project nowadays. Still, I wouldn't mind have a crack at installing it! Would it be possible to combine this with the latest major release of RT or is too old? I'm yet to actually install RT. I was hoping to test it out on Fedora, Ubuntu, or similar in a VM. Hmm, I wonder if there's any pre-rolled RT VM's?! :-) I guess that defeats the purpose of getting a more intimate understanding of RT and it supporting apps etc. Cheers, Jed -------------- next part -------------- An HTML attachment was scrubbed... URL: From jessie.bryan at gmail.com Wed Jul 16 23:58:58 2008 From: jessie.bryan at gmail.com (Jessie Bryan) Date: Wed, 16 Jul 2008 20:58:58 -0700 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays In-Reply-To: <589c94400807161607g2d420651w485ea19207ce8104@mail.gmail.com> References: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> <16A09A85-5639-4500-BBFF-D4F07B756F4D@bestpractical.com> <6c8139d00807161507u2ad5e231sb7e76ff5ec4bbd09@mail.gmail.com> <589c94400807161607g2d420651w485ea19207ce8104@mail.gmail.com> Message-ID: <6c8139d00807162058s3f137f5bm4ca3c39e877dc371@mail.gmail.com> Update- Ok, after several hours of logging, what I see most common in the slow query (1s) log is: LOG: duration: 3151.786 ms statement: EXECUTE [PREPARE: SELECT * FROM Groups WHERE LOWER(Domain) = LOWER($1) AND LOWER(Type) = LOWER($2)] Several hundred of these queries in the slow query log data. From benr at tlcdatasecurity.com.au Thu Jul 17 00:01:09 2008 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Thu, 17 Jul 2008 14:01:09 +1000 Subject: [rt-users] Assistance with a wget query Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462010BEA25@kookaburra.TLCIT.biz> Hi all, I'm hoping someone can provide some insight/thoughts on an issue I am having with a wget request for a page from RT. If I do the following from the web browser I get exactly what I'd expect, including all of the CustomField requested data: http://rtserver.internal/AssetTracker/Search/Results.html?user=rtusernam e&pass=rtpassword&Order=ASC&Query=Type = 'AssetType' AND Status != 'retired' AND 'CF.{CustomValue1}' > '0' AND Name LIKE 'AssetName'&Rows=&OrderBy=id&Format='__Name__/TITLE:Asset Name', '__Description__/TITLE:Description', '__CustomField.{CustomerValue1}__', '__CustomField.{CustomValue2}__' However if I do the same from a command line using wget, as follows, I get everything the same, except the table cells that previously contained CustomValue1 and CustomValue2 are now empty. I proved this doing the same query using Links (Linux CLI browser) as well and get the same outcome as wget. Does anyone have any insight why the query, with formatting, works as a bookmarkable query in a web browser but not from the commandline? Thanks heaps for this. BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From benr at tlcdatasecurity.com.au Thu Jul 17 00:23:06 2008 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Thu, 17 Jul 2008 14:23:06 +1000 Subject: [rt-users] FW: Assistance with a wget query Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462010BEA33@kookaburra.TLCIT.biz> My sincere apologies for wasting everyone's time. It was a permissions problem on the custom field. Doh! Thanks to everyone who thought about it for a moment. BenR From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben Robson Sent: Thursday, 17 July 2008 2:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Assistance with a wget query Hi all, I'm hoping someone can provide some insight/thoughts on an issue I am having with a wget request for a page from RT. If I do the following from the web browser I get exactly what I'd expect, including all of the CustomField requested data: http://rtserver.internal/AssetTracker/Search/Results.html?user=rtusernam e&pass=rtpassword&Order=ASC&Query=Type = 'AssetType' AND Status != 'retired' AND 'CF.{CustomValue1}' > '0' AND Name LIKE 'AssetName'&Rows=&OrderBy=id&Format='__Name__/TITLE:Asset Name', '__Description__/TITLE:Description', '__CustomField.{CustomerValue1}__', '__CustomField.{CustomValue2}__' However if I do the same from a command line using wget, as follows, I get everything the same, except the table cells that previously contained CustomValue1 and CustomValue2 are now empty. I proved this doing the same query using Links (Linux CLI browser) as well and get the same outcome as wget. Does anyone have any insight why the query, with formatting, works as a bookmarkable query in a web browser but not from the commandline? Thanks heaps for this. BenR The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorised to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it, and any associated attachments, from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT1234741.txt URL: From yvo.vandoorn at gmail.com Thu Jul 17 02:43:25 2008 From: yvo.vandoorn at gmail.com (Yvo van Doorn) Date: Wed, 16 Jul 2008 23:43:25 -0700 Subject: [rt-users] GPG how to for RT 3.8.0 Message-ID: <740f716a0807162343k4b5cf937vd42fe3027f139fa4@mail.gmail.com> Unless I am blind, I have completely overlooked on how to use the gpg feature in 3.8.0. How do I create and use keys for queues and/or users? Anyone have a simple how to on the use of GnuPG and keys in RT 3.8.0? From christian.forjahn at collax.com Thu Jul 17 03:17:50 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Thu, 17 Jul 2008 09:17:50 +0200 Subject: [rt-users] RT-Authen-ExternalAuth In-Reply-To: <487DF07C.534D.009D.0@stonebridgebank.com> References: <487DF07C.534D.009D.0@stonebridgebank.com> Message-ID: <487EF21E.50802@collax.com> Hi Michael. You have to give the path in the configure execution like that: ./configure --prefix=/opt/csr/ Best chris Michael James wrote: > Hi, I'm installing an instance of RT in a non-standard local directory (/opt/csr/). The wiki indicates that when I run "perl Makefile.PL", it will prompt me for the path to my RT instance, but... it doesn't. So, how can I specify the RT directory? You can see below - I want /opt/rt3 to be /opt/csr instead. > > hostnew:~/RT-Authen-ExternalAuth-0.05 # perl Makefile.PL > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > Cannot determine author info from lib/RT/Authen/ExternalAuth.pm > Cannot determine license info from lib/RT/Authen/ExternalAuth.pm > Using RT configuration from /opt/rt3/lib/RT.pm: > ./etc => /opt/rt3/local/etc/Authen-ExternalAuth > ./html => /opt/rt3/share/html > ./lib => /opt/rt3/local/lib > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > Checking if your kit is complete... > Looks good > Writing Makefile for RT::Authen::ExternalAuth > > > > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From benr at tlcdatasecurity.com.au Thu Jul 17 03:36:35 2008 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Thu, 17 Jul 2008 17:36:35 +1000 Subject: [rt-users] Session CurrentUser Organization Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462010BEAB5@kookaburra.TLCIT.biz> Is there a way to get the current session user's Organization? I have tried $var=$session{'CurrentUser'}->Organization but this doesn't work (and I know that it is not in CurrentUser.pm). Is there another way to do this and get the Organization value associated with the currently logged in user? This is for an adjustment to SelfService that I am making. Thanks BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jul 17 07:10:38 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 Jul 2008 15:10:38 +0400 Subject: [rt-users] GPG how to for RT 3.8.0 In-Reply-To: <740f716a0807162343k4b5cf937vd42fe3027f139fa4@mail.gmail.com> References: <740f716a0807162343k4b5cf937vd42fe3027f139fa4@mail.gmail.com> Message-ID: <589c94400807170410k1febd617u4f5c63a55815f772@mail.gmail.com> Open RT's config, search for GnuPG, there is pointer to the DOC. On Thu, Jul 17, 2008 at 10:43 AM, Yvo van Doorn wrote: > Unless I am blind, I have completely overlooked on how to use the gpg > feature in 3.8.0. How do I create and use keys for queues and/or > users? > > Anyone have a simple how to on the use of GnuPG and keys in RT 3.8.0? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From todd at chaka.net Thu Jul 17 08:30:00 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 17 Jul 2008 08:30:00 -0400 Subject: [rt-users] Asset tracker / Inventory management add-ons? In-Reply-To: <7259hp$4q74dh@ipmail05.adl2.internode.on.net> References: <7259hp$4q74dh@ipmail05.adl2.internode.on.net> Message-ID: <519782dc0807170530h14e51fb5x25d850160609abed@mail.gmail.com> Jed, I wrote Asset Tracker. It' true that it's not actively being developed, but it's not dead. There are a number of people who are happily using it every day. If you have any specific questions about AT please let me know. -Todd On Wed, Jul 16, 2008 at 11:22 PM, Jed Lane wrote: > Hi all, > > > > I was wondering if anyone's familiar with any such add-ons for RT or even > had some experience setting one up? > > > > I've come across this: > > http://wiki.bestpractical.com/view/AssetTracker > > Unfortunately it looks like a relatively dead project nowadays. > > > > Still, I wouldn't mind have a crack at installing it! > > Would it be possible to combine this with the latest major release of RT or > is too old? > > > > I'm yet to actually install RT. > > I was hoping to test it out on Fedora, Ubuntu, or similar in a VM. > > > > Hmm, I wonder if there's any pre-rolled RT VM's?! J > > I guess that defeats the purpose of getting a more intimate understanding of > RT and it supporting apps etc. > > > > Cheers, > > Jed > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From tbutkiewicz at cybermind.biz Thu Jul 17 09:30:41 2008 From: tbutkiewicz at cybermind.biz (Timothy Butkiewicz) Date: Thu, 17 Jul 2008 09:30:41 -0400 Subject: [rt-users] RT 3.6.7 > 3.8.0 DBD::mysql::db column_info failed Message-ID: Receiving the following: perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt 1greatsolution > sql.queries DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. DBD::mysql::db column_info failed: column_info doesn't support column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. This occurs after: * upgrading DB using files in etc/upgrade/x.x.x/ using: rt-setup-database --dba root --prompt-for-dba-password --action upgrade which completed without error then perl -I /opt/rt3/local/lib -I /opt/rt3/lib etc/upgrade/shrink_cgm_table.pl which completed without error System is running: Fedora Core release 3 (Heidelberg) MySQL-server-standard 4.1.21 Thank you From yvo.vandoorn at gmail.com Thu Jul 17 10:45:28 2008 From: yvo.vandoorn at gmail.com (Yvo Van Doorn) Date: Thu, 17 Jul 2008 07:45:28 -0700 Subject: [rt-users] GPG how to for RT 3.8.0 In-Reply-To: <589c94400807170410k1febd617u4f5c63a55815f772@mail.gmail.com> References: <740f716a0807162343k4b5cf937vd42fe3027f139fa4@mail.gmail.com> <589c94400807170410k1febd617u4f5c63a55815f772@mail.gmail.com> Message-ID: D'oh! Thanks Ruslan Yvo On Jul 17, 2008, at 4:10 AM, "Ruslan Zakirov" wrote: > Open RT's config, search for GnuPG, there is pointer to the DOC. > > On Thu, Jul 17, 2008 at 10:43 AM, Yvo van Doorn > wrote: >> Unless I am blind, I have completely overlooked on how to use the gpg >> feature in 3.8.0. How do I create and use keys for queues and/or >> users? >> >> Anyone have a simple how to on the use of GnuPG and keys in RT 3.8.0? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. From yvo.vandoorn at gmail.com Thu Jul 17 11:35:15 2008 From: yvo.vandoorn at gmail.com (Yvo van Doorn) Date: Thu, 17 Jul 2008 08:35:15 -0700 Subject: [rt-users] RT 3.8.0 and $LdapExternalInfo Message-ID: <740f716a0807170835u468d354eo92c0f8f2ff6d60a9@mail.gmail.com> Is anyone else using RT 3.8.0 with $LdapExternalInfo set to enabled? It seems that the behavior on looking up information from the LDAP information has changed between 3.6.6 and 3.8.0 (which is to be expected) but for the worse. In previous releases it would do a lookup on login and update your information. This is good. However now it seems that is doing a lookup against *everyone* ever messaged on a ticket when I hit 'comment' or 'reply' via the interface. The browser meanwhile sits and waits patiently but the rt login (set to debug for this purpose) fills up with lookup requests on anyone ever commenting, cc'd (even one-time ccs) or reply to the ticket. On a new ticket this is no big deal as usually its only two or three people affected but project tickets where 14-15 people are referenced, this becomes a huge bother. Anyone else seeing this and have figured out a way around this? Yvo From F350bidon at yahoo.com Thu Jul 17 11:57:03 2008 From: F350bidon at yahoo.com (F350) Date: Thu, 17 Jul 2008 08:57:03 -0700 (PDT) Subject: [rt-users] Problem with HTTP-Server-Simple-Mason-0.09 in new rt-3.8.0 Message-ID: <18511878.post@talk.nabble.com> Hello, Congratulations for all the devs and the RT community for their hard work. I'm happy to use an active product always maintained and updated. With the announcement of RT 3.8.0, I was eager to install the new version on our test machine so I can test it using the same environment as the real platform. However, I was confronted with some problems while compiling the perl modules. In fact, all the perl modules compiled successfully but the last one "HTTP::Server::Simple::Mason". I tried passing the command "make fixdeps" several times but the problem persists. Of course, before making all the perl modules, I did exactly as it is suggested in the README. I'm using a Debian 4.0r3 with the latest packages and perl 5.8.8. I also tested on a debian lenny (testin) dist and the ouput is the same. Can you please help ? Thx Here is the output while compiling the module inside CPAN: CPAN.pm: Going to build J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz Checking if your kit is complete... Looks good Writing Makefile for HTTP::Server::Simple::Mason make[1]: Entering directory `/root/.cpan/build/HTTP-Server-Simple-Mason-0.09-cQRCnS' cp lib/HTTP/Server/Simple/Mason.pm blib/lib/HTTP/Server/Simple/Mason.pm Manifying blib/man3/HTTP::Server::Simple::Mason.3pm make[1]: Leaving directory `/root/.cpan/build/HTTP-Server-Simple-Mason-0.09-cQRCnS' JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz /usr/bin/make -- OK Running make test make[1]: Entering directory `/root/.cpan/build/HTTP-Server-Simple-Mason-0.09-cQRCnS' PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..............ok t/01live...............ok 1/5Use of uninitialized value $this in pattern match (m//) at t/01live.t line 18. # Failed test 'Returns a page containing only 2' # at t/01live.t line 18. # undef # doesn't match '(?-xism:2$)' # Looks like you failed 1 test of 5. t/01live...............dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/02pod................ok t/03podcoverage........skipped all skipped: Test::Pod::Coverage 1.04 required for testing POD coverage t/04unhandlederrors....ok 1/5 # Failed test 'Returns an empty page' # at t/04unhandlederrors.t line 18. # got: undef # expected: '' # Looks like you failed 1 test of 5. t/04unhandlederrors....dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/05handlederrors......ok 1/5 # Failed test 'custom error handler called' # at t/05handlederrors.t line 18. # got: undef # expected: 'We handled this error' # Looks like you failed 1 test of 5. t/05handlederrors......dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay Failed Test Stat Wstat Total Fail List of Failed ------------------------------------------------------------------------------- t/01live.t 1 256 5 1 4 t/04unhandlederrors.t 1 256 5 1 4 t/05handlederrors.t 1 256 5 1 4 1 test skipped. Failed 3/6 test scripts. 3/24 subtests failed. Files=6, Tests=24, 4 wallclock secs ( 1.40 cusr + 0.16 csys = 1.56 CPU) Failed 3/6 test programs. 3/24 subtests failed. make[1]: *** [test_dynamic] Error 1 make[1]: Leaving directory `/root/.cpan/build/HTTP-Server-Simple-Mason-0.09-cQRCnS' JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz /usr/bin/make test -- NOT OK //hint// to see the cpan-testers results for installing this module, try: reports JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz Running make install make test had returned bad status, won't install without force SOME DEPENDENCIES WERE MISSING. STANDALONE missing dependencies: HTTP::Server::Simple::Mason >= 0.09...MISSING make: *** [fixdeps] Error 1 -- View this message in context: http://www.nabble.com/Problem-with-HTTP-Server-Simple-Mason-0.09-in-new-rt-3.8.0-tp18511878p18511878.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Thu Jul 17 12:03:43 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 17 Jul 2008 18:03:43 +0200 Subject: [rt-users] Problem with HTTP-Server-Simple-Mason-0.09 in new rt-3.8.0 In-Reply-To: <18511878.post@talk.nabble.com> References: <18511878.post@talk.nabble.com> Message-ID: <20080717160343.GG3585@easter-eggs.com> On Thu, Jul 17, 2008 at 08:57:03AM -0700, F350 wrote: > > > I'm using a Debian 4.0r3 with the latest packages and perl 5.8.8. I also > If needed, I run RT 3.8 here with Debian etch and I put the deb packages needed here: http://rt.easter-eggs.org/debian/ From F350bidon at yahoo.com Thu Jul 17 12:09:04 2008 From: F350bidon at yahoo.com (F350) Date: Thu, 17 Jul 2008 09:09:04 -0700 (PDT) Subject: [rt-users] Problem with HTTP-Server-Simple-Mason-0.09 in new rt-3.8.0 In-Reply-To: <20080717160343.GG3585@easter-eggs.com> References: <18511878.post@talk.nabble.com> <20080717160343.GG3585@easter-eggs.com> Message-ID: <18512134.post@talk.nabble.com> Thanks Emmanuel for your reply. I will try your packages and report back. Thanks again Emmanuel Lacour wrote: > > On Thu, Jul 17, 2008 at 08:57:03AM -0700, F350 wrote: >> >> >> I'm using a Debian 4.0r3 with the latest packages and perl 5.8.8. I also >> > > If needed, I run RT 3.8 here with Debian etch and I put the deb packages > needed here: > > http://rt.easter-eggs.org/debian/ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Problem-with-HTTP-Server-Simple-Mason-0.09-in-new-rt-3.8.0-tp18511878p18512134.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From F350bidon at yahoo.com Thu Jul 17 12:42:02 2008 From: F350bidon at yahoo.com (F350) Date: Thu, 17 Jul 2008 09:42:02 -0700 (PDT) Subject: [rt-users] Problem with HTTP-Server-Simple-Mason-0.09 in new rt-3.8.0 In-Reply-To: <18512134.post@talk.nabble.com> References: <18511878.post@talk.nabble.com> <20080717160343.GG3585@easter-eggs.com> <18512134.post@talk.nabble.com> Message-ID: <18512807.post@talk.nabble.com> It is working perfectly. Thanks again ! F350 wrote: > > Thanks Emmanuel for your reply. I will try your packages and report back. > > Thanks again > > > Emmanuel Lacour wrote: >> >> On Thu, Jul 17, 2008 at 08:57:03AM -0700, F350 wrote: >>> >>> >>> I'm using a Debian 4.0r3 with the latest packages and perl 5.8.8. I also >>> >> >> If needed, I run RT 3.8 here with Debian etch and I put the deb packages >> needed here: >> >> http://rt.easter-eggs.org/debian/ >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > -- View this message in context: http://www.nabble.com/Problem-with-HTTP-Server-Simple-Mason-0.09-in-new-rt-3.8.0-tp18511878p18512807.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From MarkRoedel at letu.edu Thu Jul 17 12:38:33 2008 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Thu, 17 Jul 2008 11:38:33 -0500 Subject: [rt-users] RT 3.8.0 - timezone offset applied incorrectly in RT::Date Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4001DDC14F@rachael-reborn.letnet.net> I submitted a bug report (#10244) to rt3.fsck.com on this as well, but thought I'd post to the list for the benefit of those who search the list archives rather than the bug tracker. It looks like RT 3.8.0's date routines (lib/RT/Date.pm) at one point misapply the timezone offset (subtracting it, rather than adding it) after receiving a GMT timestamp from Date::Parsedate. To correct, change line 203 from $date -= ($self->Localtime( $args{Timezone}, $date ))[9]; to $date += ($self->Localtime( $args{Timezone}, $date ))[9]; -- Mark Roedel Senior Programmer / Analyst LeTourneau University From ketema at ketema.net Thu Jul 17 13:25:52 2008 From: ketema at ketema.net (Ketema Harris) Date: Thu, 17 Jul 2008 13:25:52 -0400 Subject: [rt-users] RT at a glance, Newest tickets query Message-ID: Hi, I would like to change the query that populates the 10 newest unowned tickets that is displayed in the "RT at a glance" home page. Where can I find this query? Thanks Ketema J. Harris www.ketema.net ketema at ketema.net ketemaj on iChat -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: kmail.png Type: image/png Size: 1690 bytes Desc: not available URL: From rl at greentube.com Thu Jul 17 16:27:46 2008 From: rl at greentube.com (Raphael) Date: Thu, 17 Jul 2008 22:27:46 +0200 Subject: [rt-users] templates Message-ID: <487FAB42.3090006@greentube.com> hi all, first of all many thanks for all your help the last days! everything is up and running with 3.8.0 now :) I have one last question: is it possible to create templates that can be used as direct reply to tickets? so if I reply to a ticket that I can choose a before created template as an answer? hope you know what I mean... thanks for help again! raphael From gevans at hcc.net Thu Jul 17 16:52:58 2008 From: gevans at hcc.net (Greg Evans) Date: Thu, 17 Jul 2008 13:52:58 -0700 Subject: [rt-users] Question about email tickets and custom fields Message-ID: <9579E2D6C1514B29AAEB598ED4F0BE7C@hcc.local> I have a form that people fill out and it submits the following to my RT server On 2008-07-17 an was installed for Acct: "" by Technician: Customer Name: TestingGuyAgain, ThatDarn Telephone: Customer Number: 1111111 1111111 Email Address: customers at emailaddress Install Type: ModemSwap Service Order/Trouble Ticket: Installed Modem: Modem MAC: Modem Service Level: Learned Address: 10.11.61.1 Power Levels: Downstream Power: -6.-6dBmV - Upstream Power: 49.0dBmV Router: When the ticket gets to RT, it sets the requestor to the customers email address as it should. What I am interested in doing now is setting some of the user (custom) fields based on the information provided. I have a User Custom Field called (Appropriately enough) "MAC Address" and as it stands now, I need to go through the ticket and input that manually. Is there a way to automate this via scrips or via ??? Regards, Greg Evans Hood Canal Communications (360) 898-2481 ext.212 From MarkRoedel at letu.edu Thu Jul 17 17:08:10 2008 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Thu, 17 Jul 2008 16:08:10 -0500 Subject: [rt-users] RT 3.8.0 -- IE7 / WYSIWYG editor data corruption issues? Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4001DDC1E6@rachael-reborn.letnet.net> Is anybody else seeing messages get corrupted (weird line wrapping, spaces inserted, whole chunks of text missing) if they're edited in the wysiwyg editor using IE7? We're not seeing any similar issues with Firefox or Safari... -- Mark Roedel Senior Programmer / Analyst LeTourneau University From trs at bestpractical.com Thu Jul 17 17:36:26 2008 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 17 Jul 2008 17:36:26 -0400 Subject: [rt-users] RT 3.8.0 -- IE7 / WYSIWYG editor data corruption issues? In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4001DDC1E6@rachael-reborn.letnet.net> References: <0DD6BC9ABC0D2747AF8589AEA9722A4001DDC1E6@rachael-reborn.letnet.net> Message-ID: <487FBB5A.9030708@bestpractical.com> Roedel, Mark wrote: > Is anybody else seeing messages get corrupted (weird line wrapping, > spaces inserted, whole chunks of text missing) if they're edited in the > wysiwyg editor using IE7? We're not seeing any similar issues with > Firefox or Safari... Yes, we've noticed this a few days ago, but have not looked into the cause yet. Hopefully it should get fixed for 3.8.1 (which we hope to have out relatively quickly). Thomas From jessie.bryan at gmail.com Thu Jul 17 19:27:29 2008 From: jessie.bryan at gmail.com (Jessie Bryan) Date: Thu, 17 Jul 2008 16:27:29 -0700 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays In-Reply-To: <6c8139d00807162058s3f137f5bm4ca3c39e877dc371@mail.gmail.com> References: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> <16A09A85-5639-4500-BBFF-D4F07B756F4D@bestpractical.com> <6c8139d00807161507u2ad5e231sb7e76ff5ec4bbd09@mail.gmail.com> <589c94400807161607g2d420651w485ea19207ce8104@mail.gmail.com> <6c8139d00807162058s3f137f5bm4ca3c39e877dc371@mail.gmail.com> Message-ID: <6c8139d00807171627q446d175anc789e6bdc0f83372@mail.gmail.com> On Wed, Jul 16, 2008 at 8:58 PM, Jessie Bryan wrote: > Update- > > Ok, after several hours of logging, what I see most common in the slow > query (1s) log is: > > LOG: duration: 3151.786 ms statement: EXECUTE [PREPARE: > SELECT * FROM Groups WHERE LOWER(Domain) = LOWER($1) AND LOWER(Type) > = LOWER($2)] > > Several hundred of these queries in the slow query log data. > Any suggestions - or more information I can provide? the slow query log is pretty lengthy... It's most common slow query is listed above, as well as many of these below: <2008-07-17 12:49:03 PDT> LOG: duration: 3737.479 ms statement: EXECUTE [PREPARE: SELECT * FROM GroupMembers WHERE GroupId = $1 AND MemberId = $2] <2008-07-17 17:20:43 PDT> LOG: duration: 8930.945 ms statement: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain = 'RT::System-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) ORDER BY main.Name ASC <2008-07-17 13:42:06 PDT> LOG: duration: 9115.251 ms statement: SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (Users_3.id = '5698') AND (main.Status != 'deleted') AND ( ( CachedGroupMembers_2.id IS NOT NULL ) AND ( main.Status = 'open' OR main.Status = 'new' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.Priority DESC LIMIT 10 <2008-07-17 13:42:12 PDT> LOG: duration: 9128.360 ms statement: SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (Users_3.id = '5698') AND (main.Status != 'deleted') AND ( ( CachedGroupMembers_2.id IS NOT NULL ) AND ( main.Status = 'open' OR main.Status = 'new' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.Priority DESC LIMIT 10 From ruz at bestpractical.com Thu Jul 17 19:49:00 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 Jul 2008 03:49:00 +0400 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays In-Reply-To: <6c8139d00807171627q446d175anc789e6bdc0f83372@mail.gmail.com> References: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> <16A09A85-5639-4500-BBFF-D4F07B756F4D@bestpractical.com> <6c8139d00807161507u2ad5e231sb7e76ff5ec4bbd09@mail.gmail.com> <589c94400807161607g2d420651w485ea19207ce8104@mail.gmail.com> <6c8139d00807162058s3f137f5bm4ca3c39e877dc371@mail.gmail.com> <6c8139d00807171627q446d175anc789e6bdc0f83372@mail.gmail.com> Message-ID: <589c94400807171649y45e38a8as61cac73fef2a626d@mail.gmail.com> I'm not big expert on optimizing Pg queries using indexes. Below you'll find suggestions for some. But please run EXPLAIN for each query before creating any index and after. Without explains we can not help you precisely, just guessing. Also, please use some real constants in EXPLAIN, random strings and numbers will generate plans far from reality. On Fri, Jul 18, 2008 at 3:27 AM, Jessie Bryan wrote: > On Wed, Jul 16, 2008 at 8:58 PM, Jessie Bryan wrote: >> Update- >> >> Ok, after several hours of logging, what I see most common in the slow >> query (1s) log is: >> >> LOG: duration: 3151.786 ms statement: EXECUTE [PREPARE: >> SELECT * FROM Groups WHERE LOWER(Domain) = LOWER($1) AND LOWER(Type) >> = LOWER($2)] EXPLAIN ... CREATE INDEX RUZ_G1 ON Groups(LOWER(Domain), LOWER(Type)); EXPLAIN ... >> >> Several hundred of these queries in the slow query log data. >> > > Any suggestions - or more information I can provide? the slow query > log is pretty lengthy... > It's most common slow query is listed above, as well as many of these below: > > <2008-07-17 12:49:03 PDT> LOG: duration: 3737.479 ms statement: > EXECUTE [PREPARE: SELECT * FROM GroupMembers WHERE > GroupId = $1 AND MemberId = $2] EXPLAIN ... CREATE INDEX RUZ_GM1 ON GroupMembers(GroupId, MemberId); EXPLAIN ... > > <2008-07-17 17:20:43 PDT> LOG: duration: 8930.945 ms statement: > SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN > Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN > CachedGroupMembers CachedGroupMembers_2 ON ( > CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 > ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE > (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = > Groups_3.Type) AND (Principals_1.id != '1') AND > (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = > 'OwnTicket') AND (Groups_3.Domain = 'RT::System-Role') AND > ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = > 'RT::System')) ORDER BY main.Name ASC Generate an explain, pretty hard to guess what's wrong. > <2008-07-17 13:42:06 PDT> LOG: duration: 9115.251 ms statement: > SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN > Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( > Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN > CachedGroupMembers CachedGroupMembers_2 ON ( > CachedGroupMembers_2.MemberId = Users_3.id ) AND ( > CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (Users_3.id = > '5698') AND (main.Status != 'deleted') AND ( ( CachedGroupMembers_2.id > IS NOT NULL ) AND ( main.Status = 'open' OR main.Status = 'new' ) ) > AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY > main.Priority DESC LIMIT 10 This one is request for "More about user XXX" box on the main page of a ticket. EXPLAIN ... CREATE INDEX RUZ_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled); EXPLAIN ... [snip] > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jessie.bryan at gmail.com Thu Jul 17 19:55:31 2008 From: jessie.bryan at gmail.com (Jessie Bryan) Date: Thu, 17 Jul 2008 16:55:31 -0700 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays In-Reply-To: <589c94400807171649y45e38a8as61cac73fef2a626d@mail.gmail.com> References: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> <16A09A85-5639-4500-BBFF-D4F07B756F4D@bestpractical.com> <6c8139d00807161507u2ad5e231sb7e76ff5ec4bbd09@mail.gmail.com> <589c94400807161607g2d420651w485ea19207ce8104@mail.gmail.com> <6c8139d00807162058s3f137f5bm4ca3c39e877dc371@mail.gmail.com> <6c8139d00807171627q446d175anc789e6bdc0f83372@mail.gmail.com> <589c94400807171649y45e38a8as61cac73fef2a626d@mail.gmail.com> Message-ID: <6c8139d00807171655q33cf5bfm8f92a5cd95ccfc6b@mail.gmail.com> On Thu, Jul 17, 2008 at 4:49 PM, Ruslan Zakirov wrote: > I'm not big expert on optimizing Pg queries using indexes. Below > you'll find suggestions for some. > > But please run EXPLAIN for each query before creating any index and > after. Without explains we can not help you precisely, just guessing. > Also, please use some real constants in EXPLAIN, random strings and > numbers will generate plans far from reality. Thanks for the guidance Ruslan, I'll see what I can find.. From jessie.bryan at gmail.com Thu Jul 17 21:10:10 2008 From: jessie.bryan at gmail.com (Jessie Bryan) Date: Thu, 17 Jul 2008 18:10:10 -0700 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays (SOLVED) Message-ID: <6c8139d00807171810g20fb4416sac9d3cf86d667273@mail.gmail.com> On Thu, Jul 17, 2008 at 4:55 PM, Jessie Bryan wrote: > On Thu, Jul 17, 2008 at 4:49 PM, Ruslan Zakirov wrote: >> I'm not big expert on optimizing Pg queries using indexes. Below >> you'll find suggestions for some. >> >> But please run EXPLAIN for each query before creating any index and >> after. Without explains we can not help you precisely, just guessing. >> Also, please use some real constants in EXPLAIN, random strings and >> numbers will generate plans far from reality. > > Thanks for the guidance Ruslan, I'll see what I can find.. > After talking to a friend, we've seem to have corrected the issue. The basic problem was the lack of indexes. Perhaps it's the size of our RT database. The problem for us was the sheer number records: rt3=> select count(*) from GroupMembers; count -------- 304977 (1 row) rt3=> rt3=> select count(*) from groups; count -------- 509925 (1 row) rt3=> Corrective Actions: CREATE INDEX groupmembers_gid on groupmembers ( groupid ); the slow query log is very quiet now.. -Jessie Bryan From cbatt at yourtutor.com.au Fri Jul 18 00:17:50 2008 From: cbatt at yourtutor.com.au (Cameron Batt) Date: Fri, 18 Jul 2008 14:17:50 +1000 Subject: [rt-users] Installation of RTFM 2.2.1 and RT 3.8.0 on Debian Etch fails however 3.6.7 works fine ? Message-ID: <6037fca0807172117q19bc0652yd14face750c21cbe@mail.gmail.com> I'm trying to do a fresh install of RT 3.8.0 on Debian Etch machine. I can install RT 3.6.7 and RTFM 2.2.1 with no problems on the same machine I remove RT 3.6.7. Then when trying to install (not upgrade) RT 3.8.0 I get some errors at the install step. See output below -------------------------------------------------------- liberty1:/tmp/rt-3.8.0# make install /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-modperl2perl: >=5.8.3(5.8.8)...found users: rt group (www-data)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www-data)...found web group (www-data)...found CLI dependencies: Term::ReadKey...found Getopt::Long >= 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue >= 0.40...found Text::Quoted >= 2.02...found CSS::Squish >= 0.06...found Encode >= 2.13...found Module::Versions::Report >= 1.05...found MIME::Entity >= 5.425...found DBI >= 1.37...found Locale::Maketext::Lexicon >= 0.32...found Devel::StackTrace >= 1.19...found Digest::base...found Time::ParseDate...found File::Temp >= 0.18...found Locale::Maketext >= 1.06...found Tree::Simple >= 1.04...found Text::Template...found Scalar::Util...found HTML::Scrubber >= 0.08...found File::Spec >= 0.8...found Calendar::Simple...found DBIx::SearchBuilder >= 1.53...found Mail::Mailer >= 1.57...found File::ShareDir...found Regexp::Common...found Digest::MD5 >= 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch >= 2.0...found UNIVERSAL::require...found Email::Address...found DASHBOARDS dependencies: HTML::RewriteAttributes >= 0.02...found MIME::Types...found GD dependencies: GD::Text...found GD...found GD::Graph...found GPG dependencies: PerlIO::eol...found GnuPG::Interface...found ICAL dependencies: Data::ICal...found MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder...found Getopt::Long...found HTML::FormatText...found LWP::UserAgent...found MASON dependencies: Storable >= 2.08...found CSS::Squish >= 0.06...found Apache::Session >= 1.53...found Errno...found Devel::StackTrace >= 1.19...found CGI::Cookie >= 1.20...found Text::WikiFormat >= 0.76...found XML::RSS >= 1.05...found HTML::Mason >= 1.36...found Digest::MD5 >= 2.27...found MODPERL2 dependencies: CGI >= 3.38...found Apache::DBI...found HTML::Mason >= 1.36...found MYSQL dependencies: DBD::mysql >= 2.1018...found SMTP dependencies: Net::SMTP...found STANDALONE dependencies: Net::Server::PreFork...found Net::Server...found HTTP::Server::Simple >= 0.34...found HTTP::Server::Simple::Mason >= 0.09...found All dependencies have been found. /usr/bin/install -c -m 0755 -o root -g www-data -d /opt/rt3/etc /usr/bin/install -c -m 0440 -o root -g www-data etc/RT_Config.pm /opt/rt3/etc/RT_Config.pm [ -f /opt/rt3/etc/RT_SiteConfig.pm ] || /usr/bin/install -c -m 0640 -o root -g www-data etc/RT_SiteConfig.pm /opt/rt3/etc/RT_SiteConfig.pm Installed configuration. About to install RT in /opt/rt3 /usr/bin/install -c -m 0755 -d /opt/rt3/var/log /usr/bin/install -c -m 0770 -d /opt/rt3/var/mason_data /usr/bin/install -c -m 0770 -d /opt/rt3/var/mason_data/cache /usr/bin/install -c -m 0770 -d /opt/rt3/var/mason_data/etc /usr/bin/install -c -m 0770 -d /opt/rt3/var/mason_data/obj /usr/bin/install -c -m 0770 -d /opt/rt3/var/session_data /usr/bin/install -c -m 0755 -d /opt/rt3/share/html /usr/bin/install -c -m 0755 -d /opt/rt3/local/html /usr/bin/install -c -m 0755 -d /opt/rt3/local/etc /usr/bin/install -c -m 0755 -d /opt/rt3/local/lib /usr/bin/install -c -m 0755 -d /opt/rt3/local/plugins /usr/bin/install -c -m 0755 -d /opt/rt3/local/po [ -d /opt/rt3/lib ] || /usr/bin/install -c -m 0755 -d /opt/rt3/lib cd lib && find . -type d -name .svn -prune -o -type d -exec /usr/bin/install -c -m 0755 -d /opt/rt3/lib/{} \; cd lib && find . -type d -name .svn -prune -o -type f -exec /usr/bin/install -c -m 0644 {} /opt/rt3/lib/{} \; /usr/bin/install -c -m 0755 -d /opt/rt3/etc cd etc && /usr/bin/install -c -m 0644 acl.Informix acl.Pg acl.Oracle acl.mysql acl.Sybase schema.Informix schema.Pg schema.Oracle schema.mysql schema.mysql-4.1 schema.Sybase schema.SQLite initialdata /opt/rt3/etc/ /usr/bin/install -c -m 0755 -d /opt/rt3/bin cd bin && /usr/bin/install -c -o root -g www-data -m 0755 webmux.pl rt-mailgate rt rt-crontool standalone_httpd mason_handler.scgi mason_handler.fcgi mason_handler.svc /opt/rt3/bin/ /usr/bin/install -c -m 0755 -d /opt/rt3/sbin cd sbin && /usr/bin/install -c -o root -g www-data -m 0755 rt-dump-database rt-setup-database rt-email-digest rt-email-dashboards rt-email-group-admin rt-server rt-test-dependencies rt-clean-sessions rt-shredder /opt/rt3/sbin/ [ -d /opt/rt3/share/html ] || /usr/bin/install -c -m 0755 -d /opt/rt3/share/htmlcd share/html && find . -type d -name .svn -prune -o -type d -exec /usr/bin/install -c -m 0755 -d /opt/rt3/share/html/{} \; cd share/html && find . -type d -name .svn -prune -o -type f -exec /usr/bin/install -c -m 0644 {} /opt/rt3/share/html/{} \; cd local/html && find . -type d -name .svn -prune -o -type d -exec /usr/bin/install -c -m 0755 -d /opt/rt3/local/html/{} \; /bin/sh: line 0: cd: local/html: No such file or directory make: [local-install] Error 1 (ignored) cd local/html && find . -type d -name .svn -prune -o -type f -exec /usr/bin/install -c -m 0644 {} /opt/rt3/local/html/{} \; /bin/sh: line 0: cd: local/html: No such file or directory make: [local-install] Error 1 (ignored) cd local/po && find . -type d -name .svn -prune -o -type d -exec /usr/bin/install -c -m 0755 -d /opt/rt3/local/po/{} \; /bin/sh: line 0: cd: local/po: No such file or directory make: [local-install] Error 1 (ignored) cd local/po && find . -type d -name .svn -prune -o -type f -exec /usr/bin/install -c -m 0644 {} /opt/rt3/local/po/{} \; /bin/sh: line 0: cd: local/po: No such file or directory make: [local-install] Error 1 (ignored) cd local/etc && find . -type d -name .svn -prune -o -type d -exec /usr/bin/install -c -m 0755 -d /opt/rt3/local/etc/{} \; /bin/sh: line 0: cd: local/etc: No such file or directory make: [local-install] Error 1 (ignored) cd local/etc && find . -type d -name .svn -prune -o -type f -exec /usr/bin/install -c -m 0644 {} /opt/rt3/local/etc/{} \; /bin/sh: line 0: cd: local/etc: No such file or directory make: [local-install] Error 1 (ignored) # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a dir [ -f /opt/rt3/share/doc ] && rm /opt/rt3/share/doc make: [doc-install] Error 1 (ignored) [ -d /opt/rt3/share/doc ] || /usr/bin/install -c -m 0755 -d /opt/rt3/share/doc /usr/bin/install -c -m 0644 ./README /opt/rt3/share/doc/ # Make the libraries readable chmod 0755 /opt/rt3 chown -R root /opt/rt3/lib chgrp -R bin /opt/rt3/lib chmod -R u+rwX,go-w,go+rX /opt/rt3/lib chmod 0755 /opt/rt3/bin chmod 0755 /opt/rt3/bin chmod 0755 /opt/rt3/etc cd /opt/rt3/etc && chmod 0400 acl.Informix acl.Pg acl.Oracle acl.mysql acl.Sybase schema.Informix schema.Pg schema.Oracle schema.mysql schema.mysql-4.1 schema.Sybase schema.SQLite initialdata #TODO: the config file should probably be able to have its # owner set separately from the binaries. chown -R root /opt/rt3/etc chgrp -R www-data /opt/rt3/etc chmod 0440 /opt/rt3/etc/RT_Config.pm chmod 0640 /opt/rt3/etc/RT_SiteConfig.pm # Make the system binaries cd /opt/rt3/bin && ( chmod 0755 webmux.pl rt-mailgate rt rt-crontool standalone_httpd mason_handler.scgi mason_handler.fcgi mason_handler.svc ; chown root webmux.pl rt-mailgate rt rt-crontool standalone_httpd mason_handler.scgi mason_handler.fcgi mason_handler.svc; chgrp www-data webmux.pl rt-mailgate rt rt-crontool standalone_httpd mason_handler.scgi mason_handler.fcgi mason_handler.svc) # Make the system binaries executable also cd /opt/rt3/sbin && ( chmod 0755 rt-dump-database rt-setup-database rt-email-digest rt-email-dashboards rt-email-group-admin rt-server rt-test-dependencies rt-clean-sessions rt-shredder ; chown root rt-dump-database rt-setup-database rt-email-digest rt-email-dashboards rt-email-group-admin rt-server rt-test-dependencies rt-clean-sessions rt-shredder; chgrp www-data rt-dump-database rt-setup-database rt-email-digest rt-email-dashboards rt-email-group-admin rt-server rt-test-dependencies rt-clean-sessions rt-shredder) # Make the web ui readable by all. chmod -R u+rwX,go-w,go+rX /opt/rt3/share/html \ /opt/rt3/local/html \ /opt/rt3/local/po chown -R root /opt/rt3/share/html \ /opt/rt3/local/html chgrp -R bin /opt/rt3/share/html \ /opt/rt3/local/html # Make the web ui's data dir writable chmod 0770 /opt/rt3/var/mason_data \ /opt/rt3/var/session_data chown -R www-data /opt/rt3/var/mason_data \ /opt/rt3/var/session_data chgrp -R www-data /opt/rt3/var/mason_data \ /opt/rt3/var/session_data Congratulations. RT is now installed. You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password in /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be very dangerous. Note that you do not have to manually add a database user or set up a database for RT. These actions will be taken care of in the next step.) After that, you need to initialize RT's database by running 'make initialize-database' -------------------------------- RT still seems to work after i make initialize-database although when I go to install RTFM I cannot complete the initialize-database step. Getting the error ------------ Now populating database schema. Couldn't finish 'schema' step. ERROR: Couldn't find schema file(s) '*' ...returned with error: 65280 make: *** [initialize-database] Error 255 ------------- Im not sure if these are related, any help would be greatly appreciated Cheers Cameron -- Cameron Batt Tutoring Australasia - BRW Fast Starter 2008 Level 1, 296-298 Willoughby Road Naremburn NSW 2065 p +61 2 9906 2700 f +61 2 9906 2776 e cbatt at yourtutor.com.au w yourtutor.com.au ** Visit our blog at: yourtutor.com.au/blog ** -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at netspot.com.au Fri Jul 18 00:37:22 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Fri, 18 Jul 2008 14:07:22 +0930 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays In-Reply-To: <6c8139d00807162058s3f137f5bm4ca3c39e877dc371@mail.gmail.com> References: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> <16A09A85-5639-4500-BBFF-D4F07B756F4D@bestpractical.com> <6c8139d00807161507u2ad5e231sb7e76ff5ec4bbd09@mail.gmail.com> <589c94400807161607g2d420651w485ea19207ce8104@mail.gmail.com> <6c8139d00807162058s3f137f5bm4ca3c39e877dc371@mail.gmail.com> Message-ID: <47B1FA1E-30B2-4CAF-AE52-BDD1260478E9@netspot.com.au> For what its worth, I believe this is a big performance hit on RT 3.6.x too, so I'd recommend fixing rather than downgrading. :) I witnessed this query with a high execution rate on RT 3.6.1. On 17/07/2008, at 1:28 PM, Jessie Bryan wrote: > Update- > > Ok, after several hours of logging, what I see most common in the slow > query (1s) log is: > > LOG: duration: 3151.786 ms statement: EXECUTE [PREPARE: > SELECT * FROM Groups WHERE LOWER(Domain) = LOWER($1) AND LOWER(Type) > = LOWER($2)] > > Several hundred of these queries in the slow query log data. From christian.forjahn at collax.com Fri Jul 18 03:53:39 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Fri, 18 Jul 2008 09:53:39 +0200 Subject: [rt-users] templates In-Reply-To: <487FAB42.3090006@greentube.com> References: <487FAB42.3090006@greentube.com> Message-ID: <48804C03.4040905@collax.com> Hi Raphael. I have installed the knowledge base RTFM. Every article that is created within RTFM can also be used as default answer to mails. Best Chris Raphael wrote: > hi all, > > first of all many thanks for all your help the last days! everything is > up and running with 3.8.0 now :) > > I have one last question: > > is it possible to create templates that can be used as direct reply to > tickets? so if I reply to a ticket that I can choose a before created > template as an answer? > > hope you know what I mean... > > thanks for help again! > > raphael > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 18 03:56:44 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 18 Jul 2008 09:56:44 +0200 Subject: [rt-users] Problem with HTTP-Server-Simple-Mason-0.09 in new rt-3.8.0 In-Reply-To: <18512807.post@talk.nabble.com> References: <18511878.post@talk.nabble.com> <20080717160343.GG3585@easter-eggs.com> <18512134.post@talk.nabble.com> <18512807.post@talk.nabble.com> Message-ID: <20080718075644.GB3059@easter-eggs.com> On Thu, Jul 17, 2008 at 09:42:02AM -0700, F350 wrote: > > It is working perfectly. > Thanks again ! > You're welcome :) From elacour at easter-eggs.com Fri Jul 18 03:59:31 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 18 Jul 2008 09:59:31 +0200 Subject: [rt-users] RT at a glance, Newest tickets query In-Reply-To: References: Message-ID: <20080718075930.GC3059@easter-eggs.com> On Thu, Jul 17, 2008 at 01:25:52PM -0400, Ketema Harris wrote: > Hi, I would like to change the query that populates the 10 newest > unowned tickets that is displayed in the "RT at a glance" home page. > > Where can I find this query? > If you're a SuperUser: Go on RT at glance page Click on "modify" on the right of "10 newest unowned tickets", then click on "SavedSearch" after "you can also modify ...". modify the search, then save. From elacour at easter-eggs.com Fri Jul 18 04:02:45 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 18 Jul 2008 10:02:45 +0200 Subject: [rt-users] Question about email tickets and custom fields In-Reply-To: <9579E2D6C1514B29AAEB598ED4F0BE7C@hcc.local> References: <9579E2D6C1514B29AAEB598ED4F0BE7C@hcc.local> Message-ID: <20080718080244.GD3059@easter-eggs.com> On Thu, Jul 17, 2008 at 01:52:58PM -0700, Greg Evans wrote: > I have a form that people fill out and it submits the following to my RT > server > > On 2008-07-17 an was installed for Acct: "" by > > Technician: > Customer Name: TestingGuyAgain, ThatDarn > Telephone: > Customer Number: 1111111 1111111 > Email Address: customers at emailaddress > Install Type: ModemSwap > Service Order/Trouble Ticket: > Installed Modem: > Modem MAC: > Modem Service Level: > Learned Address: 10.11.61.1 > Power Levels: > Downstream Power: -6.-6dBmV - Upstream Power: 49.0dBmV > Router: > > > When the ticket gets to RT, it sets the requestor to the customers email > address as it should. What I am interested in doing now is setting some of > the user (custom) fields based on the information provided. I have a User > Custom Field called (Appropriately enough) "MAC Address" and as it stands > now, I need to go through the ticket and input that manually. Is there a way > to automate this via scrips or via ??? > Sure, you have to write a scrip based on those you can found on http://wiki.bestpractical.com/view/Contributions. look at http://wiki.bestpractical.com/view/AutomaticCustomFieldValue and http://wiki.bestpractical.com/view/ExtractCustomFieldValues for example. From JoopvandeWege at mococo.nl Fri Jul 18 07:09:30 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Fri, 18 Jul 2008 13:09:30 +0200 Subject: [rt-users] Bug in rt-3.8.0 Message-ID: <488079EA.2040001@mococo.nl> Hi All, I have a plain install, from source, of rt-3.8.0 and found, a hopefully visual, problem in the ticket update page (http://localhost/Ticket/Update.html) where you can disable users of getting email on replies and comments. If I check one of the Bcc or To recipients and update the page then they appear under the heading 'Messages about this ticket will not be sent to...' BUT they stay listed under the heading ' This message will be sent to...'. I haven't tried actually sending the message but I'll make a special ticket without any client attached to it so I can see what it really does but rt-3.6.6 does the right thing and removes it from the list. It also updates the ticket Display page People block and rt-3.8.0 doesn't. Just tested and mail got out to the people who I removed from the recipients list ;-( Copied both the developer and user and list and rt bugtracker since it can bite you rather unexpected. Joop From rl at greentube.com Fri Jul 18 08:15:26 2008 From: rl at greentube.com (Raphael Loziczky) Date: Fri, 18 Jul 2008 14:15:26 +0200 Subject: [rt-users] templates In-Reply-To: <48805D2F.90602@ccdc.cam.ac.uk> References: <487FAB42.3090006@greentube.com> Message-ID: <4880895E.1090607@greentube.com> hi, I got it working with the first way described in the link - but the variation described doesn't work in 3.8.0 any idea how I can get it working? cheers, Raphael Toby Darling schrieb: > Hi Raphael > >> is it possible to create templates that can be used as direct reply >> to tickets? so if I reply to a ticket that I can choose a before >> created template as an answer? > > I've implemented http://wiki.bestpractical.com/view/CannedReplies and > it works great. > > Cheers > Toby > > LEGAL NOTICE > Unless expressly stated otherwise, information contained in this > message is confidential. If this message is not intended for you, > please inform postmaster at ccdc.cam.ac.uk and delete the message. > The Cambridge Crystallographic Data Centre is a company Limited > by Guarantee and a Registered Charity. > Registered in England No. 2155347 Registered Charity No. 800579 > Registered office 12 Union Road, Cambridge CB2 1EZ. From dml9744 at gmail.com Fri Jul 18 11:12:15 2008 From: dml9744 at gmail.com (Dan Lowe) Date: Fri, 18 Jul 2008 11:12:15 -0400 Subject: [rt-users] Send AdminCc notify email from inside custom action? Message-ID: <864fe2520807180812j31080fe4u459fca0cf8da7c90@mail.gmail.com> I have been looking to implement automatic Cc adds for new users copied into threads, taking the code here and adapting it: http://wiki.bestpractical.com/view/AddWatchersOnCorrespond# I have created 2 custom scrips based on that, one that triggers on Create and another on Correspond. (I am not using $ParseNewMessageForTicketCcs because I only want this on specific queues). The add-Cc's function is working perfectly. However, we like to generate an email notify whenever we have made a change to a ticket's state. I am trying to find a way to generate an AdminCc notification that one or more Cc's were added to the ticket, and I would assume that needs to happen within the custom action cleanup code, after the Cc-add processing has been finished. I've looked around on the wiki, Google, and looked through O'Reilly's "RT Essentials" book on Safari Online, but I can't see a way to make this happen. I've tried getting the AdminCc list with code similar to this: $adminccs = $self->TicketObj->AdminCcAddresses; But I get a blank return using that. I've also tried using RT::User->new and grabbing data from the returned object, but I get Perl errors about the method not being implemented (even if I "use RT::User"). All I really need is either a way to get the admincc list, and then a way to send an email, or a packaged-up method that knows how to get the admincc list itself, that I can pass a message text to. Does such an animal exist? Thanks in advance for any help. I feel like I'm beating my head against a wall at this point. Dan -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Fri Jul 18 11:32:56 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 18 Jul 2008 08:32:56 -0700 Subject: [rt-users] Send AdminCc notify email from inside custom action? In-Reply-To: <864fe2520807180812j31080fe4u459fca0cf8da7c90@mail.gmail.co m> References: <864fe2520807180812j31080fe4u459fca0cf8da7c90@mail.gmail.com> Message-ID: <6.2.1.2.2.20080718082221.025ebe28@mail.sdsu.edu> Hi Dan, The only way I was able to figure out to send an e-mail as part of a user-defined action scrip is to have the scrip that does the user-defined action also set a value in another field, and have that field change trigger a Notify scrip. We don't use ticket priorities here, so I use the priority field to control process flow (I've also done the same thing using a custom field). In your case, I'd have your scrip add someone to the ticket's admincc group and then set a value in a CF called "Flow". Then I'd create another scrip that triggers when "Flow" changes to that specific value; this scrip would do the notification. I'm sure there are more elegant ways to do this, but I never found them and this works for us. Regards, Gene At 08:12 AM 7/18/2008, Dan Lowe wrote: >I have been looking to implement automatic Cc adds for new users copied >into threads, taking the code here and adapting it: > >http://wiki.bestpractical.com/view/AddWatchersOnCorrespond# > >I have created 2 custom scrips based on that, one that triggers on Create >and another on Correspond. (I am not using $ParseNewMessageForTicketCcs >because I only want this on specific queues). > >The add-Cc's function is working perfectly. However, we like to generate >an email notify whenever we have made a change to a ticket's state. I am >trying to find a way to generate an AdminCc notification that one or more >Cc's were added to the ticket, and I would assume that needs to happen >within the custom action cleanup code, after the Cc-add processing has >been finished. > >I've looked around on the wiki, Google, and looked through O'Reilly's "RT >Essentials" book on Safari Online, but I can't see a way to make this >happen. I've tried getting the AdminCc list with code similar to this: > >$adminccs = $self->TicketObj->AdminCcAddresses; > >But I get a blank return using that. I've also tried using RT::User->new >and grabbing data from the returned object, but I get Perl errors about >the method not being implemented (even if I "use RT::User"). > >All I really need is either a way to get the admincc list, and then a way >to send an email, or a packaged-up method that knows how to get the >admincc list itself, that I can pass a message text to. Does such an >animal exist? > >Thanks in advance for any help. I feel like I'm beating my head against a >wall at this point. > >Dan -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From MJames at stonebridgebank.com Fri Jul 18 11:37:56 2008 From: MJames at stonebridgebank.com (Michael James) Date: Fri, 18 Jul 2008 11:37:56 -0400 Subject: [rt-users] RT-Authen-ExternalAuth In-Reply-To: <487EF21E.50802@collax.com> References: <487DF07C.534D.009D.0@stonebridgebank.com> <487EF21E.50802@collax.com> Message-ID: <48808097.534D.009D.0@stonebridgebank.com> Thanks, that's exactly what I needed. >>> Christian Forjahn 7/17/2008 3:17 AM >>> Hi Michael. You have to give the path in the configure execution like that: ./configure --prefix=/opt/csr/ Best chris Michael James wrote: > Hi, I'm installing an instance of RT in a non-standard local directory (/opt/csr/). The wiki indicates that when I run "perl Makefile.PL", it will prompt me for the path to my RT instance, but... it doesn't. So, how can I specify the RT directory? You can see below - I want /opt/rt3 to be /opt/csr instead. > > hostnew:~/RT-Authen-ExternalAuth-0.05 # perl Makefile.PL > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > Cannot determine author info from lib/RT/Authen/ExternalAuth.pm > Cannot determine license info from lib/RT/Authen/ExternalAuth.pm > Using RT configuration from /opt/rt3/lib/RT.pm: > ./etc => /opt/rt3/local/etc/Authen-ExternalAuth > ./html => /opt/rt3/share/html > ./lib => /opt/rt3/local/lib > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > Checking if your kit is complete... > Looks good > Writing Makefile for RT::Authen::ExternalAuth > > > > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From curtisb at vianet.ca Fri Jul 18 12:13:03 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 18 Jul 2008 12:13:03 -0400 Subject: [rt-users] Problematic Search/Display Query In-Reply-To: <487799C4.2000305@vianet.ca> References: <487799C4.2000305@vianet.ca> Message-ID: <4880C10F.9030000@vianet.ca> Just an update, I have reinstalled the machine in attempt to solve this problem, I am using etch packaged apache2+mod_perl2 and mysql5 and the problem still occurs, here is a trimmed sql output from a Ticket/Display.html?id=x, attached is the full log for that one page view. 233 Query SELECT * FROM Tickets WHERE id = '3' <- The query which gets the ticket details. 233 Query SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Subject LIKE '%e%' ) ) AND (main.Effecti veId = main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC <- the problem query derived from search criteria with no limit. Anyone know what it's used for? It's a dangerous query with potentially large results. *Can anyone confirm if this happens to them?* I tried to use as many packages as possible that reasonably met the version requirements, the others were done from source. make testdeps comes back fine, I attempted to upgrade to the latest versions for modules that could be related to the db/query. The module versions are also attached. Thanks Curtis Bruneau wrote: > Greetings everyone, > > We're having an issue with several versions of RT that are all fully > functional aside from one aspect of operation. The brief description > of the problem is that when you go to /Ticket/Display.html?id= > from a search page (/Search/Build.html or /Search/Simple.html ) what > appears to be happening is the search is saved in the session (normal) > but it's getting queried on Display along with the other queries. > This appears to be an extra query of no use with a limitless result > set. This is problematic because however many records your search > returns the display will try to load all the records into the web > server potentially causing the process to run out of memory. > > Packaged OS Details: > -Debian Etch - kernel 2.6.18-6-amd64 x86_64 GNU/Linux > -apache2 2.2.3-4+etch4 > -libapache2-mod-perl2 2.0.2-2.4 > -mysql-server-5.0 5.0.51a-3~bpo40+1) > -perl v5.8.8 > > From source: > -libdbix-searchbuilder-perl_1.53-1 > -libmodule-versions-report-perl_1.03-2 > -libtext-quoted-perl-2.05-2 > > RT Versions Tested and Affected: 3.6.6, 3.7.85, 3.7.86, 3.8.0rc1 > 'make testdeps' in each RT version: PASSED > > Steps to reproduce this problem: > > 1) Start with a clean installation and clean database. > 2) Create a few tickets in the default "General" queue as root. > 3) Enable mysql query logging > > log = /var/log/mysql/mysql.log > > Note: Without query logging on the database server you may not notice > it unless your search returned thousands of records causing major > slowness. > > 4) Next, load the search page in your browser by adding the search > criteria and then selecting "Update format and Search" ( > Search/Build.html with a listing of the result set of your search). > For this example I created 2 test tickets with similar subjects and > made my search the subject for the text 'e' which will match both of > my tickets. There idea here is to get a common result with multiple > records to observe the general query on the db side. > > 5) Select one of the result tickets (/Ticket/Display.html?id=...) > > 6) **BUG LOADED HERE** -- the search clause, which appears to be > stored in the session are used on the following query. The actual > query used to display the data is separate and is limited by the > Ticket ID. > > Watch the query log for: > > Query SELECT main.* FROM Tickets main WHERE (main.Status != > 'deleted') AND (main.Subject LIKE '%e%') AND (main.EffectiveId = > main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC > > As you can see the query will return as many records as it matches, > potentially thousands or more. The same issue occurs regardless of the > search criteria and will always have no limit - it's basically the > same query as select count(*) when building the search results paging > list, the displayed results also have the same but with a > limit/offset. I can not seem to figure out why this is happening, the > only reason I can think of as to why this query is needed is possibly > some sort of count but the count is missing. > > This problem does not occur when you go to the link directly with no > referring URL or a non search page, it only seems to happen when a > search is saved in the session. Could someone please test this to see > if this has been overlooked as most installations wouldn't show any > symptom of the problem until there were a large enough result set to > cause system memory exhaustion. If you aren't observing this problem I > wouldn't mind knowing as well. > > Thank you in advance, > > > -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: display_mysql.log URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: mod_versions.txt URL: From curtisb at vianet.ca Fri Jul 18 14:04:19 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 18 Jul 2008 14:04:19 -0400 Subject: [rt-users] Problematic Search/Display Query In-Reply-To: <4880C10F.9030000@vianet.ca> References: <487799C4.2000305@vianet.ca> <4880C10F.9030000@vianet.ca> Message-ID: <4880DB23.4070606@vianet.ca> To add detail to my issue it seems to only happen when clicking from a Search/Results.html link, but it doesn't appear to be referrer based because if you turn them off it still happens, which makes me think it's possibly a session variable that's triggering it? Refreshes or direct url doesn't do it either.. for example here is the query output when clicking from the search results with surrounding queries.. They may be from tickets but the behavior is the same. 233 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicketComments') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 3)) LIMIT 1 233 Query SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Subject LIKE '%e%' ) ) AND (main.Effecti veId = main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC 33 Query SELECT * FROM Users WHERE id = '12' And this is what happens from anywhere else, the query is missing and working as intended. 245 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicketComments') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 2)) LIMIT 1 245 Query SELECT * FROM Users WHERE id = '12' Does anyone have any idea how to fix this? Is this suppose to happen? Any kind of confirmation would be great. Curtis Curtis Bruneau wrote: > Just an update, I have reinstalled the machine in attempt to solve > this problem, I am using etch packaged apache2+mod_perl2 and mysql5 > and the problem still occurs, here is a trimmed sql output from a > Ticket/Display.html?id=x, attached is the full log for that one page > view. > > 233 Query SELECT * FROM Tickets WHERE id = '3' <- The query > which gets the ticket details. > 233 Query SELECT main.* FROM Tickets main WHERE (main.Status != > 'deleted') AND ( ( main.Subject LIKE '%e%' ) ) AND (main.Effecti > veId = main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC <- > the problem query derived from search criteria with no limit. > > Anyone know what it's used for? It's a dangerous query with > potentially large results. *Can anyone confirm if this happens to them?* > > I tried to use as many packages as possible that reasonably met the > version requirements, the others were done from source. make testdeps > comes back fine, I attempted to upgrade to the latest versions for > modules that could be related to the db/query. The module versions are > also attached. > > Thanks From chrisb at gourmettrading.net Fri Jul 18 15:15:10 2008 From: chrisb at gourmettrading.net (Chris Black) Date: Fri, 18 Jul 2008 12:15:10 -0700 Subject: [rt-users] NTLM LDAP Auth Failing Message-ID: <048B9DF2-C009-4B8D-AE99-CB675A372710@gourmettrading.net> Hello, I am trying to setup LDAP auth with NTLM. I have followed the guide here (http://wiki.bestpractical.com/view/NtlmAuthentication), but whenever I try to log in, I am just getting the following information: [Fri Jul 18 05:06:49 2008] [error] [client 192.168.0.63] creating new ntlm_connection 153493808 3226 [Fri Jul 18 05:06:49 2008] [notice] [client 192.168.0.63] got auth_line "TlRMTVNTUAADAAAAGAAYAGgAAAAYABgAgAAAAAAAAABAAAAADAAMAEAAAAAcABwATAAAAAAAAAAAAAAAB4IAAEMAaAByAGkAcwBiAGMAYQBsAGEAeAAtAGoAaABvAHUALQAwADIAbAAn /pZLs7PF6RpjVkqZk51cnZ7p/WkoG+An/pZLs7PF6RpjVkqZk51cnZ7p/WkoG+A=" [Fri Jul 18 05:06:49 2008] [notice] [client 192.168.0.63] got header with host "calax-jhou-02l", domain "" [Fri Jul 18 05:06:49 2008] [error] [client 192.168.0.63] received msg3 153493808 3226 [Fri Jul 18 05:06:49 2008] [error] [client 192.168.0.63] PDC connection already closed 153493808 3226 I have tried searching to find out what 'received msg3' means, but to no avail. Can anyone provide some help? Thanks, Cj B From chrisb at gourmettrading.net Fri Jul 18 15:15:10 2008 From: chrisb at gourmettrading.net (Chris Black) Date: Fri, 18 Jul 2008 12:15:10 -0700 Subject: [rt-users] NTLM LDAP Auth Failing Message-ID: <048B9DF2-C009-4B8D-AE99-CB675A372710@gourmettrading.net> Hello, I am trying to setup LDAP auth with NTLM. I have followed the guide here (http://wiki.bestpractical.com/view/NtlmAuthentication), but whenever I try to log in, I am just getting the following information: [Fri Jul 18 05:06:49 2008] [error] [client 192.168.0.63] creating new ntlm_connection 153493808 3226 [Fri Jul 18 05:06:49 2008] [notice] [client 192.168.0.63] got auth_line "TlRMTVNTUAADAAAAGAAYAGgAAAAYABgAgAAAAAAAAABAAAAADAAMAEAAAAAcABwATAAAAAAAAAAAAAAAB4IAAEMAaAByAGkAcwBiAGMAYQBsAGEAeAAtAGoAaABvAHUALQAwADIAbAAn /pZLs7PF6RpjVkqZk51cnZ7p/WkoG+An/pZLs7PF6RpjVkqZk51cnZ7p/WkoG+A=" [Fri Jul 18 05:06:49 2008] [notice] [client 192.168.0.63] got header with host "calax-jhou-02l", domain "" [Fri Jul 18 05:06:49 2008] [error] [client 192.168.0.63] received msg3 153493808 3226 [Fri Jul 18 05:06:49 2008] [error] [client 192.168.0.63] PDC connection already closed 153493808 3226 I have tried searching to find out what 'received msg3' means, but to no avail. Can anyone provide some help? Thanks, Cj B From gevans at hcc.net Fri Jul 18 15:24:32 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 18 Jul 2008 12:24:32 -0700 Subject: [rt-users] 2 questions about RT 3.8 Message-ID: <98E790A11120488FBA4408795A92D2AC@hcc.local> Just did the 3.8 upgrade today and it seems to have worked great ? though I have 2 questions. 1) Is email completion supposed to work out of the box? 2) It seems that the search feature used to (maybe I am wrong here, or maybe I customized something and didn't re-add it in) used to search the requestors field and the subject line, but now only searches the subject line? Any insight would be appreciated. Greg Evans Hood Canal Communications (360) 898-2481 ext.212 From brianbuchanan at interfast.ca Fri Jul 18 15:40:26 2008 From: brianbuchanan at interfast.ca (Brian Buchanan) Date: Fri, 18 Jul 2008 15:40:26 -0400 Subject: [rt-users] ExternalAuth and Active Directory questions Message-ID: <1216410026.22420.45.camel@c3430.interfast.ca> Hi, I was able to get ExternalAuth working and authentication and information seem to be being pulled from my Active Directory, but I've got some questions as to how it actually works, specifically around auto creating accounts. 1. A user sends an E-mail to RT, what happens exactly? This is what I've seen; prior to the ExternalAuth, RT would auto-create an RT user, where the "Username" was their E-mail address, "Email" was their E-mail address, and "Real Name" was either their E-mail address, or if the FROM: field contained a real name, that was used. Now with ExternalAuth, I'm confused, and that's why I'm asking here, but this is what it looks like is happening. First the internal DB is checked for an exact match of FROM E-mail address. If found the ticket is created and we're done. If no internal user is found, ExternalAuth will search the LDAP for a user object with a matching E-mail address. If a match on E-mail address is found, an RT User account is automatically created with details from the User's account and the ticket is created. If an exact match is not found, the automatic user creation fails, and the sender gets three messages back, "User could not be created", "User could not be loaded" and "Could not load a valid user". (unless I've accidentally turned off RT's automatic user creation when I moved RT to a new server a few weeks ago.) I have a nagging feeling that ExternalAuth is called first, and if it fails, then the internal DB is checked, basically the reverse of the way I've layed it out above. 2. A user logs into the website. Prior to ExternalAuth, an user unknown to the internal database could not login. Pretty simple. After ExternalAuth, the LDAP directory is checked first. If external authentication succeeds, then an internal RT user is auto-created with details pulled from the Active Directory at that time. The "Username" becomes the contents of sAMAccountName, "Email" is filled with the E-mail address and Real Name is the account Full Name. Is any of the above obviously wrong? Is ExternalAuth supposed to be blocking the automatic user creation when the LDAP search fails? Or should I be looking elsewhere to solve that problem? On a received E-mail, what is ExternalAuth searching the LDAP for? E-mail address? sAMAccountName? Real/Full Name? When ExternalAuth auto-creates an account, what is the password set to? (for example if ExternalAuth ever went away or if the domain controller was unavailable). Most of my users already have RT accounts, and I've gone through RT to correct the Username to match their AD sAMAccountName, but most the AD objects are missing a value for their E-mail address; is this going to mess up ExternalAuth for existing RT accounts, or only new accounts? Thanks for any help in understanding the process with ExternalAuth. Brian Buchanan From Ryan.Hardester at ci.tracy.ca.us Fri Jul 18 16:55:45 2008 From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester) Date: Fri, 18 Jul 2008 13:55:45 -0700 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> References: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> Message-ID: I am still trying to get the last script to run successfully. My issue to start with is RT is not on the same server as the DB. So running the mysql scheme script from the RT box is not working. I copy that file to our DB server and I get the column_info failed error: DBD::mysql::db column_info failed: column_info doesn't support column selection at schema.mysql-4.0-4.1.pl line 227. DBD::mysql::db column_info failed: column_info doesn't support column selection at schema.mysql-4.0-4.1.pl line 227. Any ideas on what to do to fix this? And short of fixing it is there an issue with using the system in its current state in production? Or should I look to roll back to backups? --Ryan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, July 16, 2008 11:10 AM To: jmoseley at corp.xanadoo.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info selection problem Let's make it clear: * you still must upgrade DB using files in etc/upgrade/x.x.x/ * however in 3.8.0 you can do it using one command: rt-setup-database --dba root --prompt-for-dba-password --action upgrade it will ask for the old version (for example you can enter 3.6.7) and will apply all steps up to the installed version (in this case it's 3.8.0) * then you do mysql schema changes using the script * these schema changes are required for all mysql versions greater than mysql 4.1.0 * people installing for the first time will get new DB schema as there are two different schema files for mysql in etc/, so they don't need to do all these steps * people upgrading mysql server from 4.0 to 4.1 and newer should use the script two * I tested this script several times, but only on my dev PC, so it's VERY recommended to backup and make tests Clear? On Wed, Jul 16, 2008 at 8:03 PM, wrote: > Interesting. We're running 5.0.27 and the script worked just fine. > However, I ran all the schema/acl/insert upgrade commands using all the > 5.7.xx directories in etc/upgrade. > > Still waiting to hear from Ruslan to confirm 100% that you don't need to > run all these commands and you need only run the schema.mysql-4.0-4.1.pl > script. > > Additionally, not entirely sure, but it sounds like he acknowledges there > is a problem with the script. > > > James Moseley > > > > > > "Ryan Hardester" > i.tracy.ca.us> To > "Ruslan Zakirov" > 07/16/2008 10:41 , > AM > cc > > Subject > RE: [rt-users] Upgrading to 3.8.0: > schema.mysql,column_info selection > problem > > > > > > > > > > > I am getting the same column_info failed error message when running the > script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file to > the DB server since we are not running RT and the DB on the same > machine. > > --Ryan > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan > Zakirov > Sent: Wednesday, July 16, 2008 6:57 AM > To: jmoseley at corp.xanadoo.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info > selection problem > > In 3.8.0 it's one step :) > > However, we've done changes to mysql DB that require additional > upgrade steps for mysql, and this step fails. > > On Wed, Jul 16, 2008 at 5:24 PM, wrote: >> Did you follow these steps first? >> >> You may also need to update RT's database. To find out, type: >> >> ls etc/upgrade >> >> For each item in that directory whose name is greater than >> your previously installed RT version, run: >> >> /opt/rt3/sbin/rt-setup-database --action schema \ >> --datadir etc/upgrade/ >> /opt/rt3/sbin/rt-setup-database --action acl \ >> --datadir etc/upgrade/ >> /opt/rt3/sbin/rt-setup-database --action insert \ >> --datadir etc/upgrade/ >> >> >> There are 10 3.7.xx directories that you'll need to go through. >> >> >> James Moseley >> >> >> >> >> >> "web master" >> > ra.com> > To >> Sent by: rt-users at lists.bestpractical.com >> rt-users-bounces@ > cc >> lists.bestpractic >> al.com > Subject >> [rt-users] Upgrading to 3.8.0: >> schema.mysql, column_info >> 07/16/2008 05:00 selection problem >> AM >> >> >> >> >> >> >> >> >> >> Hi there >> I am having schema.mysql-4.0-4.1.pl problems upgrading to version >> 3.8.0 from 3.6.6. >> make upgrade worked well. >> >> As in point 4) of UPGRADING.mysql >> >> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries >> >> but >> >> usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user db_password >> >> Ok, then I inserted the info needed >> >> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > > sql.queries >> >> but >> >> DBD::mysql::db column_info failed: column_info doesn't support column >> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >> DBD::mysql::db column_info failed: column_info doesn't support column >> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >> >> RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need >> to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in >> 3.6.6 tarball), it seems to suggest so. >> >> Can anybody please help? >> Cheers >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Fri Jul 18 17:06:43 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Jul 2008 17:06:43 -0400 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: References: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> Message-ID: <1FD6576F-A5B1-47CB-9595-C2CDC17A75F8@bestpractical.com> On Jul 18, 2008, at 4:55 PM, Ryan Hardester wrote: > I am still trying to get the last script to run successfully. > > My issue to start with is RT is not on the same server as the DB. So > running the mysql scheme script from the RT box is not working. I copy > that file to our DB server and I get the column_info failed error: > > DBD::mysql::db column_info failed: column_info doesn't support column > selection at schema.mysql-4.0-4.1.pl line 227. > DBD::mysql::db column_info failed: column_info doesn't support column > selection at schema.mysql-4.0-4.1.pl line 227. > > Any ideas on what to do to fix this? > To start, try sudo cpan DBD::mysql > And short of fixing it is there an issue with using the system in its > current state in production? Or should I look to roll back to backups? > > --Ryan > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan > Zakirov > Sent: Wednesday, July 16, 2008 11:10 AM > To: jmoseley at corp.xanadoo.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info > selection problem > > Let's make it clear: > * you still must upgrade DB using files in etc/upgrade/x.x.x/ > * however in 3.8.0 you can do it using one command: > > rt-setup-database --dba root --prompt-for-dba-password --action > upgrade > > it will ask for the old version (for example you can enter 3.6.7) and > will apply all steps up to the installed version (in this case it's > 3.8.0) > > * then you do mysql schema changes using the script > * these schema changes are required for all mysql versions greater > than mysql 4.1.0 > > * people installing for the first time will get new DB schema as there > are two different schema files for mysql in etc/, so they don't need > to do all these steps > * people upgrading mysql server from 4.0 to 4.1 and newer should use > the script two > > * I tested this script several times, but only on my dev PC, so it's > VERY recommended to backup and make tests > > Clear? > > On Wed, Jul 16, 2008 at 8:03 PM, wrote: >> Interesting. We're running 5.0.27 and the script worked just fine. >> However, I ran all the schema/acl/insert upgrade commands using all > the >> 5.7.xx directories in etc/upgrade. >> >> Still waiting to hear from Ruslan to confirm 100% that you don't need > to >> run all these commands and you need only run the > schema.mysql-4.0-4.1.pl >> script. >> >> Additionally, not entirely sure, but it sounds like he acknowledges > there >> is a problem with the script. >> >> >> James Moseley >> >> >> >> >> >> "Ryan Hardester" >> > i.tracy.ca.us> > To >> "Ruslan Zakirov" >> 07/16/2008 10:41 , >> AM >> > cc >> > >> > Subject >> RE: [rt-users] Upgrading to > 3.8.0: >> schema.mysql,column_info > selection >> problem >> >> >> >> >> >> >> >> >> >> >> I am getting the same column_info failed error message when running > the >> script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file > to >> the DB server since we are not running RT and the DB on the same >> machine. >> >> --Ryan >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan >> Zakirov >> Sent: Wednesday, July 16, 2008 6:57 AM >> To: jmoseley at corp.xanadoo.com >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info >> selection problem >> >> In 3.8.0 it's one step :) >> >> However, we've done changes to mysql DB that require additional >> upgrade steps for mysql, and this step fails. >> >> On Wed, Jul 16, 2008 at 5:24 PM, wrote: >>> Did you follow these steps first? >>> >>> You may also need to update RT's database. To find out, type: >>> >>> ls etc/upgrade >>> >>> For each item in that directory whose name is greater than >>> your previously installed RT version, run: >>> >>> /opt/rt3/sbin/rt-setup-database --action schema \ >>> --datadir etc/upgrade/ >>> /opt/rt3/sbin/rt-setup-database --action acl \ >>> --datadir etc/upgrade/ >>> /opt/rt3/sbin/rt-setup-database --action insert \ >>> --datadir etc/upgrade/ >>> >>> >>> There are 10 3.7.xx directories that you'll need to go through. >>> >>> >>> James Moseley >>> >>> >>> >>> >>> >>> "web master" >>> >> ra.com> >> To >>> Sent by: > rt-users at lists.bestpractical.com >>> rt-users-bounces@ >> cc >>> lists.bestpractic >>> al.com >> Subject >>> [rt-users] Upgrading to 3.8.0: >>> schema.mysql, column_info >>> 07/16/2008 05:00 selection problem >>> AM >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> Hi there >>> I am having schema.mysql-4.0-4.1.pl problems upgrading to version >>> 3.8.0 from 3.6.6. >>> make upgrade worked well. >>> >>> As in point 4) of UPGRADING.mysql >>> >>> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries >>> >>> but >>> >>> usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user > db_password >>> >>> Ok, then I inserted the info needed >>> >>> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > >> sql.queries >>> >>> but >>> >>> DBD::mysql::db column_info failed: column_info doesn't support >>> column >>> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >>> DBD::mysql::db column_info failed: column_info doesn't support >>> column >>> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >>> >>> RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need >>> to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in >>> 3.6.6 tarball), it seems to suggest so. >>> >>> Can anybody please help? >>> Cheers >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From marvs007 at gmail.com Fri Jul 18 17:08:21 2008 From: marvs007 at gmail.com (Marvin Santos) Date: Sat, 19 Jul 2008 05:08:21 +0800 Subject: [rt-users] custom ticket responder message In-Reply-To: <20080704073351.GB3877@easter-eggs.com> References: <776d0ead0807031144t7a1bf18fx2ce9a21548a1843@mail.gmail.com> <20080704073351.GB3877@easter-eggs.com> Message-ID: <776d0ead0807181408u32c6b59ev45c87fec39166020@mail.gmail.com> I used ReplyBasedUponContentscript but my "Autoreply" script is still the one replying when sending new ticket based on the string I defined on ReplyBasedUponContent"condition." I'm using RT-3.6.1. Please help. On Fri, Jul 4, 2008 at 3:33 PM, Emmanuel Lacour wrote: > On Fri, Jul 04, 2008 at 02:44:12AM +0800, Marvin Santos wrote: > > How can I create a custom ticket responder message if RT receives an > email > > with specific subject? > > You have to write your own condition scrip and template. You can maybe > find help in examples of custom scrips/templates here > http://wiki.bestpractical.com/view/Contributions. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Ryan.Hardester at ci.tracy.ca.us Fri Jul 18 18:39:54 2008 From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester) Date: Fri, 18 Jul 2008 15:39:54 -0700 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <1FD6576F-A5B1-47CB-9595-C2CDC17A75F8@bestpractical.com> References: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> <1FD6576F-A5B1-47CB-9595-C2CDC17A75F8@bestpractical.com> Message-ID: That did it .. in a roundabout way. On the DB server it was installed, but the latest CPAN offered would fail testing. I moved back to RT's machine (newer version of the system) and was able to install the latest version of DBD::mysql and edited the script to point to our DB server instead of localhost. That was the recipe for success! Thanks --Ryan -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, July 18, 2008 2:07 PM To: Ryan Hardester Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem On Jul 18, 2008, at 4:55 PM, Ryan Hardester wrote: > I am still trying to get the last script to run successfully. > > My issue to start with is RT is not on the same server as the DB. So > running the mysql scheme script from the RT box is not working. I copy > that file to our DB server and I get the column_info failed error: > > DBD::mysql::db column_info failed: column_info doesn't support column > selection at schema.mysql-4.0-4.1.pl line 227. > DBD::mysql::db column_info failed: column_info doesn't support column > selection at schema.mysql-4.0-4.1.pl line 227. > > Any ideas on what to do to fix this? > To start, try sudo cpan DBD::mysql > And short of fixing it is there an issue with using the system in its > current state in production? Or should I look to roll back to backups? > > --Ryan > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan > Zakirov > Sent: Wednesday, July 16, 2008 11:10 AM > To: jmoseley at corp.xanadoo.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info > selection problem > > Let's make it clear: > * you still must upgrade DB using files in etc/upgrade/x.x.x/ > * however in 3.8.0 you can do it using one command: > > rt-setup-database --dba root --prompt-for-dba-password --action > upgrade > > it will ask for the old version (for example you can enter 3.6.7) and > will apply all steps up to the installed version (in this case it's > 3.8.0) > > * then you do mysql schema changes using the script > * these schema changes are required for all mysql versions greater > than mysql 4.1.0 > > * people installing for the first time will get new DB schema as there > are two different schema files for mysql in etc/, so they don't need > to do all these steps > * people upgrading mysql server from 4.0 to 4.1 and newer should use > the script two > > * I tested this script several times, but only on my dev PC, so it's > VERY recommended to backup and make tests > > Clear? > > On Wed, Jul 16, 2008 at 8:03 PM, wrote: >> Interesting. We're running 5.0.27 and the script worked just fine. >> However, I ran all the schema/acl/insert upgrade commands using all > the >> 5.7.xx directories in etc/upgrade. >> >> Still waiting to hear from Ruslan to confirm 100% that you don't need > to >> run all these commands and you need only run the > schema.mysql-4.0-4.1.pl >> script. >> >> Additionally, not entirely sure, but it sounds like he acknowledges > there >> is a problem with the script. >> >> >> James Moseley >> >> >> >> >> >> "Ryan Hardester" >> > i.tracy.ca.us> > To >> "Ruslan Zakirov" >> 07/16/2008 10:41 , >> AM >> > cc >> > >> > Subject >> RE: [rt-users] Upgrading to > 3.8.0: >> schema.mysql,column_info > selection >> problem >> >> >> >> >> >> >> >> >> >> >> I am getting the same column_info failed error message when running > the >> script. I'm using mysql5.0.22 on Ubuntu. I did have to move this file > to >> the DB server since we are not running RT and the DB on the same >> machine. >> >> --Ryan >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan >> Zakirov >> Sent: Wednesday, July 16, 2008 6:57 AM >> To: jmoseley at corp.xanadoo.com >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Upgrading to 3.8.0: schema.mysql,column_info >> selection problem >> >> In 3.8.0 it's one step :) >> >> However, we've done changes to mysql DB that require additional >> upgrade steps for mysql, and this step fails. >> >> On Wed, Jul 16, 2008 at 5:24 PM, wrote: >>> Did you follow these steps first? >>> >>> You may also need to update RT's database. To find out, type: >>> >>> ls etc/upgrade >>> >>> For each item in that directory whose name is greater than >>> your previously installed RT version, run: >>> >>> /opt/rt3/sbin/rt-setup-database --action schema \ >>> --datadir etc/upgrade/ >>> /opt/rt3/sbin/rt-setup-database --action acl \ >>> --datadir etc/upgrade/ >>> /opt/rt3/sbin/rt-setup-database --action insert \ >>> --datadir etc/upgrade/ >>> >>> >>> There are 10 3.7.xx directories that you'll need to go through. >>> >>> >>> James Moseley >>> >>> >>> >>> >>> >>> "web master" >>> >> ra.com> >> To >>> Sent by: > rt-users at lists.bestpractical.com >>> rt-users-bounces@ >> cc >>> lists.bestpractic >>> al.com >> Subject >>> [rt-users] Upgrading to 3.8.0: >>> schema.mysql, column_info >>> 07/16/2008 05:00 selection problem >>> AM >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> Hi there >>> I am having schema.mysql-4.0-4.1.pl problems upgrading to version >>> 3.8.0 from 3.6.6. >>> make upgrade worked well. >>> >>> As in point 4) of UPGRADING.mysql >>> >>> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl > sql.queries >>> >>> but >>> >>> usage: etc/upgrade/schema.mysql-4.0-4.1.pl db_name db_user > db_password >>> >>> Ok, then I inserted the info needed >>> >>> [X at Y]#perl etc/upgrade/schema.mysql-4.0-4.1.pl DB USER PASS > >> sql.queries >>> >>> but >>> >>> DBD::mysql::db column_info failed: column_info doesn't support >>> column >>> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >>> DBD::mysql::db column_info failed: column_info doesn't support >>> column >>> selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. >>> >>> RT 3.6.6 was installed a month ago on MySQL 5.0, maybe I do not need >>> to run chema.mysql-4.0-4.1.pl, but UPGRADING.mysql (not present in >>> 3.6.6 tarball), it seems to suggest so. >>> >>> Can anybody please help? >>> Cheers >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Ryan.Hardester at ci.tracy.ca.us Fri Jul 18 19:22:02 2008 From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester) Date: Fri, 18 Jul 2008 16:22:02 -0700 Subject: [rt-users] Auto Favorite Message-ID: I have some scrips set up to auto assign tickets to me that are of a certain subject. I use: my $newqueue = "Website"; my $newowner = "RyanH"; to assign user and queue, can I set bookmark in a similar way? --Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Sat Jul 19 04:31:33 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Sat, 19 Jul 2008 09:31:33 +0100 Subject: [rt-users] Upgrading RT 3.4.2 -> 3.8 users' home pages In-Reply-To: References: Message-ID: <83574618-4DBE-47A3-B977-F48CDF33BA6B@sanger.ac.uk> On 19 Jul 2008, at 8:51 am, Tim Cutts wrote: > I'm upgrading a copy of our production database, so that I can work > out what I'm going to need to do to upgrade the production version > eventually. > > So far, I have got RT up and working, imported a dump of the > production database, and upgraded the schema (using rt-setup- > database --action upgrade, and then applying the MySQL c 4.0->4.1 > changes -- the latter step took a long time; more than 12 hours on > our database) > > Once it was complete, I discovered that because the home page is now > configured on a per-user basis, none of the users have anything > displayed in their home page, and would need to go to preferences to > set it up. > > Is "RT at a glance" not configured somewhere centrally with a > default? If not, how do I add a default layout to all my users (of > whom I have a couple of thousand, so doing this manually is *not* an > option) > > Related to this: there doesn't seem to be a MyRequests type panel > the users can choose in their home page. In our old version of RT, > this was done with a local set of HTML elements in the home page, > but clearly that's not the right approach now. Should I create a > global saved search that does it, and then add that to all the > default "RT at a glance" that he users will get? No sooner have I asked the question, than I answer part of it myself; there is of course a new global config option for setting the default RT-at-a-glance. The trouble is, for me it doesn't work. I get: Can't call method "Content" on an undefined value at /itch/rt-3.8.0/ share/html/Admin/Global/MyRT.html line 97. So, it looks to me as though during the schema update, some important default data didn't get put into the database. Looks like 3.5.1 content patch did not go in properly. Adding it by hand has resolved the problem. Now I'm down to reapplying some of my old changes, and I'm a bit stuck. In RT 3.4.2 I overrode the default "newest unowned tickets" box to list only tickets for which the user had the 'SeeQueue' right (we have over fifty queues for different purposes, and we don't want everyone to see everything). I did it with a local Element: <&|/Elements/TitleBox, title => loc("[_1] newest unowned tickets", $rows), title_href => "Search/Results.html".$QueryString &> <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, '".loc('Take')."/ TITLE: ' ", Query => $Query, OrderBy => 'Created', Order => 'DESC', ShowNavigation => 0, Rows => $rows &> <%init> my $rows = $RT::MyRequestsLength; my $q = new RT::Queues($session{'CurrentUser'}); $q->UnLimit; my @queues; while (my $queue = $q->Next) { if ($queue->CurrentUserHasRight('SeeQueue') && $queue->CurrentUserHasRight('TakeTicket')) { push(@queues, "Queue = \'" . $queue->Name ."\'"); } } my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; if (@queues) { $Query .= ' AND (' . join(' OR ', @queues ) . ')'; } my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); How do I create a new portlet with the same functionality using the new database system? Or am I approaching this the wrong way, and maybe there's something I can do in the access rights part of RT to achieve the same thing? Many thanks... Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From tjrc at sanger.ac.uk Sat Jul 19 03:51:22 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Sat, 19 Jul 2008 08:51:22 +0100 Subject: [rt-users] Upgrading RT 3.4.2 -> 3.8 users' home pages Message-ID: I'm upgrading a copy of our production database, so that I can work out what I'm going to need to do to upgrade the production version eventually. So far, I have got RT up and working, imported a dump of the production database, and upgraded the schema (using rt-setup-database --action upgrade, and then applying the MySQL c 4.0->4.1 changes -- the latter step took a long time; more than 12 hours on our database) Once it was complete, I discovered that because the home page is now configured on a per-user basis, none of the users have anything displayed in their home page, and would need to go to preferences to set it up. Is "RT at a glance" not configured somewhere centrally with a default? If not, how do I add a default layout to all my users (of whom I have a couple of thousand, so doing this manually is *not* an option) Related to this: there doesn't seem to be a MyRequests type panel the users can choose in their home page. In our old version of RT, this was done with a local set of HTML elements in the home page, but clearly that's not the right approach now. Should I create a global saved search that does it, and then add that to all the default "RT at a glance" that he users will get? Many thanks in advance, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From scott.hebert at gmail.com Sat Jul 19 15:49:14 2008 From: scott.hebert at gmail.com (Scott Hebert) Date: Sat, 19 Jul 2008 14:49:14 -0500 Subject: [rt-users] 2 questions about RT 3.8 In-Reply-To: <98E790A11120488FBA4408795A92D2AC@hcc.local> References: <98E790A11120488FBA4408795A92D2AC@hcc.local> Message-ID: > 1) Is email completion supposed to work out of the box? Are you talking about when adding people via the 'People' section of the ticket? If so, I've noticed that I used to be able to put usernames in the "Email" field, but now that doesn't work. > 2) It seems that the search feature used to (maybe I am wrong here, or maybe I customized something and didn't re-add it in) used to search the requestors field and the subject line, but now only searches the subject line? In 3.8, the search feature appears to search Subject and Owner of Open tickets. -- Scott Hebert http://slaptijack.com From jmoseley at corp.xanadoo.com Sat Jul 19 16:37:20 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Sat, 19 Jul 2008 15:37:20 -0500 Subject: [rt-users] 2 questions about RT 3.8 In-Reply-To: Message-ID: >>1) Is email completion supposed to work out of the box? >Are you talking about when adding people via the 'People' section of >the ticket? If so, I've noticed that I used to be able to put >usernames in the "Email" field, but now that doesn't work. You are correct. I'd love for this missing shortcut to return. >>2) It seems that the search feature used to (maybe I am wrong here, or maybe I customized something and didn't re-add it in) used to search the >>requestors field and the subject line, but now only searches the subject line? >In 3.8, the search feature appears to search Subject and Owner of Open tickets. Verified that as well. I'd like to be able search requestors and all tickets, not just open tickets. Perhaps this is just a bug. James Moseley From jesse at bestpractical.com Sun Jul 20 08:27:46 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 20 Jul 2008 08:27:46 -0400 Subject: [rt-users] 2 questions about RT 3.8 In-Reply-To: References: Message-ID: <557038C0-8D8A-47DA-8DF7-ECC21F74EF1A@bestpractical.com> On Jul 19, 2008, at 4:37 PM, jmoseley at corp.xanadoo.com wrote: >>> 1) Is email completion supposed to work out of the box? > >> Are you talking about when adding people via the 'People' section of >> the ticket? If so, I've noticed that I used to be able to put >> usernames in the "Email" field, but now that doesn't work. > > You are correct. I'd love for this missing shortcut to return. > Huh. I never knew that worked, but I don't find it objectionable. Can someone open a ticket? (Note that _autocomplete_ as such has never been in the core of RT. I think that was the original requestor's question.) >>> 2) It seems that the search feature used to (maybe I am wrong >>> here, or > maybe I customized something and didn't re-add it in) used to search > the >>> requestors field and the subject line, but now only searches the >>> subject > line? > >> In 3.8, the search feature appears to search Subject and Owner of >> Open > tickets. > > Verified that as well. I'd like to be able search requestors and all > tickets, not just open tickets. Perhaps this is just a bug. > This is definitely a bug. Please open a ticket and we'll try to sort it for 3.8.1 > > > James Moseley > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sun Jul 20 09:56:36 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 20 Jul 2008 09:56:36 -0400 Subject: [rt-users] RT 3.8.0 rich text color problems In-Reply-To: References: Message-ID: On Jul 16, 2008, at 8:01 PM, jmoseley at corp.xanadoo.com wrote: > Looking through the RT_Config.pm file, I've set this in my site config > file: > > Set($PreferRichText, 1); > > However, colored text still does not display in emails sent by RT > nor in > the ticket display view - only while creating text while commenting, > replying, etc. Bold and italicized email displays, but not color. > > No big deal, just thought I'd pass this along. I suspect our html-cleaning stuff is stripping out the color on display. That could probably get relaxed if people think it's a good idea. -j > > > > James Moseley > > > > > > James > Moseley/BTV/PEGAS > > US To > rt-users at lists.bestpractical.com > 07/16/2008 > 03:18 cc > PM > > Subject > RT 3.8.0 rich text color > problems > > > > > > > > > > When replying or commenting on a ticket, I can see the text color, > if color > is selected. When viewing the source, I can also see the span tags. > > But after updating the ticket, the span tags disappear and thus the > color > does too when displaying the ticket. > > Am I missing something in the configuration or do I need to make some > changes to the theme files? > > > James Moseley > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sun Jul 20 10:14:51 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 20 Jul 2008 10:14:51 -0400 Subject: [rt-users] MyRT Global Page error In-Reply-To: <7338116a0807131448t6abe292ew76a2f6a9fef1eb01@mail.gmail.com> References: <7338116a0807130946g3b65465aga68261872d823071@mail.gmail.com> <578878148-1215968227-cardhu_decombobulator_blackberry.rim.net-10731833-@bxe112.bisx.prod.on.blackberry> <7338116a0807131125x765a3e3q8989aa4ec45a6d63@mail.gmail.com> <415596941-1215973578-cardhu_decombobulator_blackberry.rim.net-1236149801-@bxe112.bisx.prod.on.blackberry> <7338116a0807131158j6b6e0f73xb4e13cd5d1ff95ef@mail.gmail.com> <20080713205409.GI3666@bestpractical.com> <7338116a0807131448t6abe292ew76a2f6a9fef1eb01@mail.gmail.com> Message-ID: <98260DDA-325C-4BA5-952C-6D2DD0813B32@bestpractical.com> On Jul 13, 2008, at 5:48 PM, Abdus Samad wrote: > Yes it did prompt me for upgrade and I did that, all the update up > to 3.8 were done by the script it gave at the end of update (I did > not do that manyaly by goinng in each direcory and altering the > tables) The scipt included did not returned any errors so, I guess > it did worked fine. > I think it might be a problem with the database, so, I checked if I > have InnoDB in MySQL enabled and found that it was not. I enabled > that and also altered all table to Innodb Engine. Now the next step > I guess was to follow the Upgrade.mysql help file present inside the > package. I found that /schema.mysql-4.0-4.1.pl must be run. Now I > have a new problem when I run this script. It says. > > DBD::mysql::db column_info failed: column_info doesn't support > column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > DBD::mysql::db column_info failed: column_info doesn't support > column selection at etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > Can any one point me in the direction of resolution of this issue. > Since now, all my tables have InnoDB engine. > The version of mysql I am running is mysql Ver 14.7 Distrib 4.1.11, > for pc-linux-gnu (i386). I suspect you saw the answer when I mentioned it to other users, but try upgrading your DBD::mysql to the latest stable version. -Jesse > Thank you, > Abdus Samad > > On Mon, Jul 14, 2008 at 1:54 AM, Jesse Vincent > wrote: > > > > On Sun, Jul 13, 2008 at 11:58:21PM +0500, Abdus Samad wrote: > > Thanks for your response, The Graphviz error is gone after > reinstalling but > > the gnupg error is still there even after installing the library. > > The package have been installed by using the following command > (apt-get > > install GnuPG-Interface*). but the error logs still show > > [Sun Jul 13 18:52:21 2008] [debug]: RT's GnuPG libraries couldn't > > successfully read your configured GnuPG home directory > > (/opt/rt3/var/data/gpg). PGP support has been disabled > > (/opt/rt3/bin/../lib/RT/Config.pm:275) > > and I am not able to access the MyRT.html page which is giving > the same > > error. > > > > Can't call method "Content" on an undefined value at > > /opt/rt3/share/html/Admin/Global/MyRT.html line 97. > > > > When you ran RT's upgrade, did it prompt you to do a database upgrade? > Did you do that upgrade? Do you still have the logs? > > -j > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sun Jul 20 10:37:14 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 20 Jul 2008 10:37:14 -0400 Subject: [rt-users] RT stopped working after latest yum updates In-Reply-To: <00BF656CC2C3BD418960677E1816C01E022E4BC7FFE3@ENTERPRISE.datavoice.local> References: <20080716141104.ou8rd14fkosoc8w4@www.fullnet.co.uk> <487DF931.6020409@ucrwcu.rwc.uc.edu> <20080716143853.uwm1sftqygw4cg04@www.fullnet.co.uk> <487DFF43.5090507@ucrwcu.rwc.uc.edu> <00BF656CC2C3BD418960677E1816C01E022E4BC7FFE3@ENTERPRISE.datavoice.local> Message-ID: <460A4F27-B84D-4C3C-9566-252E36D38355@bestpractical.com> On Jul 16, 2008, at 12:19 PM, Mark E. Walker wrote: > Hi Kobus, > > I had the same problem about two weeks ago. Unfortunately, I never > did find out EXACTLY what the problem was, however, an upgrade to > 3.8 fixed it. Testdeps and fixdeps didn't help me, everything was > there. > It's almost certainly Scalar::Util being reinstalled "incorrectly." If you reinstall it, the issue should go away. -jesse > My upgrade consisted of backing up the database, blowing away the > site, and doing the upgrade install as per the README. > > Now the Upgrade install did the required testdeps/fixdeps, and that > may have done something after blowing away the site. I'm not sure. > > During my testing I found out the following: If I removed the > perlhandler directive in the apache config, the site came up, but it > was the "you're almost there" page. Putting it back in brought up > the download again. I had no errors anywhere in any log files. > > My guess is that mason is crashing somewhere and the resulting zero > length file returned to the browser doesn't have any mime type so it > tries to download a file. Unfortunately, fixing that is beyond my > current level with RT/Perl and Mason. > > I know this may not have helped much, and I apologize, but maybe it > will provide a little more info to get you or the community on the > way. > > Let us know what you eventually do to fix this. I think it's going > to be a recurring theme with the perl/myself update. > > mw > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com > ] On Behalf Of Drew Barnes > Sent: Wednesday, July 16, 2008 9:02 AM > To: Kobus Bensch; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT stopped working after latest yum updates > > Sounds like the perl/mysql update will require some perl module > updates. make fixdeps may do you some good. > > > Kobus Bensch wrote: >> >> There was 215 updates including perl and mysql. I will post the full >> log here in a bit. >> >> Kobus >> >> Quoting Drew Barnes : >> >>> What did yum update? >>> >>> >>> Kobus Bensch wrote: >>>> >>>> Hi all >>>> >>>> I use RT 3.6.5 on Centos5. Last night I performed a rather large >>>> yum update and since then rt stopped working. When I go to the rt >>>> webpage it comes up with a windows asking if I want to download a >>>> file. >>>> >>>> Can anybody help with this please. >>>> >>>> Let em know if you need more info >>>> >>>> Kobus >>>> >>>> >>>> >> ------------------------------------------------------------------------ >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >> >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. Buy a copy at http://rtbook.bestpractical.com >> >>> >>> -- >>> Drew Barnes >>> Applications Analyst >>> Network Resources Department >>> Raymond Walters College >>> University of Cincinnati >> >> > > -- > Drew Barnes > Applications Analyst > Network Resources Department > Raymond Walters College > University of Cincinnati > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Sun Jul 20 10:27:48 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 20 Jul 2008 10:27:48 -0400 Subject: [rt-users] Upgrading RT 3.4.2 -> 3.8 users' home pages In-Reply-To: References: Message-ID: > > > Is "RT at a glance" not configured somewhere centrally with a > default? If not, how do I add a default layout to all my users (of > whom I have a couple of thousand, so doing this manually is *not* an > option) Yep. Fro Configuration -> Global But if the upgrade went correctly, a sensible default would have been set. > > > Related to this: there doesn't seem to be a MyRequests type panel the > users can choose in their home page. In our old version of RT, this > was done with a local set of HTML elements in the home page, but > clearly that's not the right approach now. Should I create a global > saved search that does it, and then add that to all the default "RT at > a glance" that he users will get? > That will work. You could also create a custom html portlet and add it to HomepageComponents in the config file to let users add it themselves. -j > Many thanks in advance, > > Tim > > > -- > The Wellcome Trust Sanger Institute is operated by Genome Research > Limited, a charity registered in England with number 1021457 and a > company registered in England with number 2742969, whose registered > office is 215 Euston Road, London, NW1 2BE. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sun Jul 20 14:30:51 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Sun, 20 Jul 2008 13:30:51 -0500 Subject: [rt-users] RT 3.8.0 rich text color problems In-Reply-To: Message-ID: >I suspect our html-cleaning stuff is stripping out the color on >display. That could probably get relaxed if people think it's a good >idea. Thanks, Jessie. To me personally, the value of editing in color doesn't make much sense if others can't see those colors when looking at a ticket via the GUI interface or email. James Moseley From tom at netspot.com.au Sun Jul 20 23:44:03 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Mon, 21 Jul 2008 13:14:03 +0930 Subject: [rt-users] Automatically opening stalled RT tickets In-Reply-To: <20080716161523.5ae782e3@tclmmw.in.tiger-computing.com> References: <20080716161523.5ae782e3@tclmmw.in.tiger-computing.com> Message-ID: On 17/07/2008, at 12:45 AM, Matthew Macdonald-Wallace wrote: > Hi Tom, > > Please forgive the intrusion into your inbox, I noticed your post > dated > 23rd June on the rt-users list archives and I am very interested in > your usage of rt-crontool to automatically re-open any stalled tickets > older than a certain age. > > Would it be possible for you to share the command-line arguments you > have used for rt-crontool with the community? > > Thanks in advance, > > Matt Hi Matt, No problems - sorry for the delay getting back to you. I've CC'd the list as well in case anyone else is curious. We currently run something like this, once per day: ## Search for tickets that have had no requestor correspondance for more than 6 days, ## open them and comment (this will notify ticket owner) /var/www/rt.domain.com/rt/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg "Queue = 'Foo' AND Status = 'stalled' AND Told < '6 days ago' AND DependsOn IS NULL" \ --action RT::Action::OpenTicketAndComment --action-arg "Auto- opened due to being stalled for > 6 days." You'll also notice the RT::Action::OpenTicketAndComment action which is just a slightly modified RT::Action::AutoOpen so that we can also place a comment in the ticket to show why it was re-opened. I've attached our local/lib/RT/Action/OpenTicketAndComment.pm module if you're interested. Caution: we added the 'DependsOn IS NULL' clause because this was re- opening tickets that were stalled because they depended on another ticket. However, through TicketSQL we are unable to query the status of these depended-on tickets, so currently this won't re-open stalled tickets even if a depended-on ticket is resolved. I consider this a bug with our process and plan to fix it by using a custom RT::Search module to do a more fine-grained query, but haven't had time. Regards, Tom -------------- next part -------------- A non-text attachment was scrubbed... Name: OpenTicketAndComment.pm Type: text/x-perl-script Size: 786 bytes Desc: not available URL: -------------- next part -------------- From rt at viewbankrise.net.au Mon Jul 21 00:07:13 2008 From: rt at viewbankrise.net.au (rt at viewbankrise.net.au) Date: Mon, 21 Jul 2008 14:07:13 +1000 Subject: [rt-users] RT reports Message-ID: Hi All, Is there any third party reporting system for RT? I'm looking for something generic to produce some general (text based) reports from some reltively complex queries. I'm hoping someone may have built some kind of interface where we can define the queries and just display the table of results in the browser. Any suggestions pointers etc most appreciated. Thanks, regards, Mike. From F350bidon at yahoo.com Mon Jul 21 06:08:49 2008 From: F350bidon at yahoo.com (F350) Date: Mon, 21 Jul 2008 03:08:49 -0700 (PDT) Subject: [rt-users] Mandatory Custom Fields in 3.8 Message-ID: <18565630.post@talk.nabble.com> Greetings all, I was wondering if there is a way to oblige users to fill in custom fields before resolving tickets. Can we do that in RT 3.8.0 ? I created a custom field of type "Select one value" and I would like the support team to select a value before closing each ticket. That would help for the end of the semester statistics. Thanks -- View this message in context: http://www.nabble.com/Mandatory-Custom-Fields-in-3.8-tp18565630p18565630.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From pauloandrade at ist.utl.pt Mon Jul 21 07:10:42 2008 From: pauloandrade at ist.utl.pt (Paulo Filipe Andrade) Date: Mon, 21 Jul 2008 12:10:42 +0100 Subject: [rt-users] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays In-Reply-To: <47B1FA1E-30B2-4CAF-AE52-BDD1260478E9@netspot.com.au> References: <6c8139d00807161100r1076e3e7idd1de7a85bba1fd2@mail.gmail.com> <16A09A85-5639-4500-BBFF-D4F07B756F4D@bestpractical.com> <6c8139d00807161507u2ad5e231sb7e76ff5ec4bbd09@mail.gmail.com> <589c94400807161607g2d420651w485ea19207ce8104@mail.gmail.com> <6c8139d00807162058s3f137f5bm4ca3c39e877dc371@mail.gmail.com> <47B1FA1E-30B2-4CAF-AE52-BDD1260478E9@netspot.com.au> Message-ID: <70BDBBD5-C25B-4776-8545-18149C277C82@ist.utl.pt> On Jul 18, 2008, at 5:37 AM, Tom Lanyon wrote: > For what its worth, I believe this is a big performance hit on RT > 3.6.x too, so I'd recommend fixing rather than downgrading. :) > > I witnessed this query with a high execution rate on RT 3.6.1. Hello, We are running RT 3.6 with a database with over 190 thousand tickets on PgSQL. We added the following indexes to the databse: CREATE INDEX groupstest1 ON Groups (lower(Domain)); CREATE INDEX groupstest2 ON Groups (lower(Type)); CREATE INDEX groupstest3 ON Groups (lower(Domain),Instance,lower(Type),id, Name); CREATE INDEX groumemberstest1 ON groupmembers (groupid); CREATE INDEX groumemberstest2 ON groupmembers (memberid); CREATE INDEX userstest1 ON Users (lower(name)); PS: You should change the INDEX name, I just copied this from the test server. Paulo F. Andrade pauloandrade at ist.utl.pt -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Mon Jul 21 09:31:25 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 21 Jul 2008 15:31:25 +0200 Subject: [rt-users] Searching based on who created a ticket. Message-ID: <2d460de70807210631s6a9c3a31rc6bb0365a68a5df3@mail.gmail.com> Hi all, I was wondering if it's possible to search for all tickets created by me. The interesting tickets would be the one created via web interface, but the ones created via email can be displayed, as well. Searching by Requestor is not possible as I frequently set others to be the requestor. With 3.8, I can not bookmark the tickets, but that is not an ideal solution. Thanks, Richard From elacour at easter-eggs.com Mon Jul 21 11:57:18 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 21 Jul 2008 17:57:18 +0200 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> References: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> Message-ID: <20080721155717.GA3801@easter-eggs.com> On Wed, Jul 16, 2008 at 10:09:52PM +0400, Ruslan Zakirov wrote: > Let's make it clear: > * you still must upgrade DB using files in etc/upgrade/x.x.x/ > * however in 3.8.0 you can do it using one command: > > rt-setup-database --dba root --prompt-for-dba-password --action upgrade > > it will ask for the old version (for example you can enter 3.6.7) and > will apply all steps up to the installed version (in this case it's > 3.8.0) > > * then you do mysql schema changes using the script > * these schema changes are required for all mysql versions greater > than mysql 4.1.0 > I have some problems about this here: - I ran the 4.0-4.1 script on the DB, no errors - the rt UI display now weird caracters :( direct select on mysql command line looks ok - I looked at the original dump of my DB (before script), everything seems in latin1 - so I dumped with "--default-character-set=latin1 --skip-set-charset" and get a working dump in latin1 - I converted it with iconv to utf8 - then I did a new import in an utf8 db, with --default-character-set=utf8 - still weird characters, direct select on mysql command line looks ok - I added in Handle.pm a "SET NAMES utf8", now the rt UI is ok ... I'm a bit lost with MySQL encoding :( Any help there ? From tjrc at sanger.ac.uk Mon Jul 21 12:00:33 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 21 Jul 2008 17:00:33 +0100 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: <20080721155717.GA3801@easter-eggs.com> References: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> <20080721155717.GA3801@easter-eggs.com> Message-ID: On 21 Jul 2008, at 4:57 pm, Emmanuel Lacour wrote: > On Wed, Jul 16, 2008 at 10:09:52PM +0400, Ruslan Zakirov wrote: >> Let's make it clear: >> * you still must upgrade DB using files in etc/upgrade/x.x.x/ >> * however in 3.8.0 you can do it using one command: >> >> rt-setup-database --dba root --prompt-for-dba-password --action >> upgrade >> >> it will ask for the old version (for example you can enter 3.6.7) and >> will apply all steps up to the installed version (in this case it's >> 3.8.0) >> >> * then you do mysql schema changes using the script >> * these schema changes are required for all mysql versions greater >> than mysql 4.1.0 >> > > I have some problems about this here: > > - I ran the 4.0-4.1 script on the DB, no errors You ran the script, which generates the SQL commands, and you then ran those SQL commands on the database, right? It's a two-step process. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From elacour at easter-eggs.com Mon Jul 21 12:48:29 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 21 Jul 2008 18:48:29 +0200 Subject: [rt-users] Upgrading to 3.8.0: schema.mysql, column_info selection problem In-Reply-To: References: <589c94400807161109i10e4d62ag47faa54ef22bd784@mail.gmail.com> <20080721155717.GA3801@easter-eggs.com> Message-ID: <20080721164829.GA4136@easter-eggs.com> On Mon, Jul 21, 2008 at 05:00:33PM +0100, Tim Cutts wrote: > > You ran the script, which generates the SQL commands, and you then ran > those SQL commands on the database, right? It's a two-step process. > Of course ;) From falcone at bestpractical.com Mon Jul 21 14:56:12 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Jul 2008 14:56:12 -0400 Subject: [rt-users] Searching based on who created a ticket. In-Reply-To: <2d460de70807210631s6a9c3a31rc6bb0365a68a5df3@mail.gmail.com> References: <2d460de70807210631s6a9c3a31rc6bb0365a68a5df3@mail.gmail.com> Message-ID: On Jul 21, 2008, at 9:31 AM, Richard Hartmann wrote: > I was wondering if it's possible to search for all tickets created by > me. The interesting tickets would be the one created via web > interface, but the ones created via email can be displayed, as well. > Searching by Requestor is not possible as I frequently set others to > be > the requestor. With 3.8, I can not bookmark the tickets, but that is > not > an ideal solution. Just search on Creator = 'yourusername' From jesse at bestpractical.com Mon Jul 21 15:03:09 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 21 Jul 2008 12:03:09 -0700 Subject: [rt-users] RT stopped working after latest yum updates In-Reply-To: <20080721105614.m74px33log8w0wkc@www.fullnet.co.uk> References: <20080716141104.ou8rd14fkosoc8w4@www.fullnet.co.uk> <487DF931.6020409@ucrwcu.rwc.uc.edu> <20080716143853.uwm1sftqygw4cg04@www.fullnet.co.uk> <487DFF43.5090507@ucrwcu.rwc.uc.edu> <00BF656CC2C3BD418960677E1816C01E022E4BC7FFE3@ENTERPRISE.datavoice.local> <460A4F27-B84D-4C3C-9566-252E36D38355@bestpractical.com> <20080721105614.m74px33log8w0wkc@www.fullnet.co.uk> Message-ID: <20EA1C4C-3A5C-4284-A718-EB6EAE33693B@bestpractical.com> On Jul 21, 2008, at 2:56 AM, Kobus Bensch wrote: > Hi Jesse > > I have managed to resolve the issues here. > > I only have one last issue. All RT emails are stuck in the sendmail > queue with this error: > > (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) > "|/opt/rt3/bin/rt-mailgate --queue 'IT > > Can you help with this please? > Just tell sendmail to run the queue again now that RT is accepting mail again. > Thanks > > Kobus > Quoting Jesse Vincent : > > > > > On Jul 16, 2008, at 12:19 PM, Mark E. Walker wrote: > > > >> Hi Kobus, > >> > >> I had the same problem about two weeks ago. Unfortunately, I never > >> did find out EXACTLY what the problem was, however, an upgrade to > >> 3.8 fixed it. Testdeps and fixdeps didn't help me, everything was > >> there. > >> > > It's almost certainly Scalar::Util being reinstalled "incorrectly." > > If you reinstall it, the issue should go away. > > > > -jesse > > > >> My upgrade consisted of backing up the database, blowing away the > >> site, and doing the upgrade install as per the README. > >> > >> Now the Upgrade install did the required testdeps/fixdeps, and that > >> may have done something after blowing away the site. I'm not sure. > >> > >> During my testing I found out the following: If I removed the > >> perlhandler directive in the apache config, the site came up, but > it > >> was the "you're almost there" page. Putting it back in brought up > >> the download again. I had no errors anywhere in any log files. > >> > >> My guess is that mason is crashing somewhere and the resulting zero > >> length file returned to the browser doesn't have any mime type so > it > >> tries to download a file. Unfortunately, fixing that is beyond my > >> current level with RT/Perl and Mason. > >> > >> I know this may not have helped much, and I apologize, but maybe it > >> will provide a little more info to get you or the community on the > >> way. > >> > >> Let us know what you eventually do to fix this. I think it's going > >> to be a recurring theme with the perl/myself update. > >> > >> mw > >> > >> > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com > >> [mailto:rt-users-bounces at lists.bestpractical.com > >> ] On Behalf Of Drew Barnes > >> Sent: Wednesday, July 16, 2008 9:02 AM > >> To: Kobus Bensch; rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] RT stopped working after latest yum updates > >> > >> Sounds like the perl/mysql update will require some perl module > >> updates. make fixdeps may do you some good. > >> > >> > >> Kobus Bensch wrote: > >>> > >>> There was 215 updates including perl and mysql. I will post the > full > >>> log here in a bit. > >>> > >>> Kobus > >>> > >>> Quoting Drew Barnes : > >>> > >>>> What did yum update? > >>>> > >>>> > >>>> Kobus Bensch wrote: > >>>>> > >>>>> Hi all > >>>>> > >>>>> I use RT 3.6.5 on Centos5. Last night I performed a rather large > >>>>> yum update and since then rt stopped working. When I go to the > rt > >>>>> webpage it comes up with a windows asking if I want to > download a > >>>>> file. > >>>>> > >>>>> Can anybody help with this please. > >>>>> > >>>>> Let em know if you need more info > >>>>> > >>>>> Kobus > >>>>> > >>>>> > >>>>> > >>> > ------------------------------------------------------------------------ > >>>>> > >>>>> _______________________________________________ > >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>>> > >>>>> Community help: http://wiki.bestpractical.com > >>> > >>>>> Commercial support: sales at bestpractical.com > >>>>> > >>>>> > >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly > >>>>> Media. Buy a copy at http://rtbook.bestpractical.com > >>> > >>>> > >>>> -- > >>>> Drew Barnes > >>>> Applications Analyst > >>>> Network Resources Department > >>>> Raymond Walters College > >>>> University of Cincinnati > >>> > >>> > >> > >> -- > >> Drew Barnes > >> Applications Analyst > >> Network Resources Department > >> Raymond Walters College > >> University of Cincinnati > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Jul 21 15:18:37 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 21 Jul 2008 12:18:37 -0700 Subject: [rt-users] Searching based on who created a ticket. In-Reply-To: References: <2d460de70807210631s6a9c3a31rc6bb0365a68a5df3@mail.gmail.com> Message-ID: <4884E10D.1020906@lbl.gov> Kevin, Actually, "CreatorId" and "RequestorId" are not necessarily the same. I may "create" a ticket, then modify it to show you as the "requestor" and those two fields would reflect that difference. In this case, Richard wants only those tickets where he is "still" the requestor". Just a thought. Kenn LBNL On 7/21/2008 11:56 AM, Kevin Falcone wrote: > On Jul 21, 2008, at 9:31 AM, Richard Hartmann wrote: > >> I was wondering if it's possible to search for all tickets created by >> me. The interesting tickets would be the one created via web >> interface, but the ones created via email can be displayed, as well. >> Searching by Requestor is not possible as I frequently set others to >> be >> the requestor. With 3.8, I can not bookmark the tickets, but that is >> not >> an ideal solution. > > Just search on Creator = 'yourusername' > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Mon Jul 21 15:22:34 2008 From: gevans at hcc.net (Greg Evans) Date: Mon, 21 Jul 2008 12:22:34 -0700 Subject: [rt-users] 2 questions about RT 3.8 In-Reply-To: <557038C0-8D8A-47DA-8DF7-ECC21F74EF1A@bestpractical.com> References: <557038C0-8D8A-47DA-8DF7-ECC21F74EF1A@bestpractical.com> Message-ID: Jesse wrote: Subject: Re: [rt-users] 2 questions about RT 3.8 On Jul 19, 2008, at 4:37 PM, jmoseley at corp.xanadoo.com wrote: >>>> 1) Is email completion supposed to work out of the box? >> >>> Are you talking about when adding people via the 'People' section of >>> the ticket? If so, I've noticed that I used to be able to put >>> usernames in the "Email" field, but now that doesn't work. > > You are correct. I'd love for this missing shortcut to return. > > >Huh. I never knew that worked, but I don't find it objectionable. Can >someone open a ticket? (Note that _autocomplete_ as such has never >been in the core of RT. I think that was the original requestor's >question.) I had the autocomplete extension installed previously. I think I misread an email and thought that it had been built in to RT core. I can install the extension again :) >>>> 2) It seems that the search feature used to (maybe I am wrong >>>> here, or >> maybe I customized something and didn't re-add it in) used to search >> the >>>> requestors field and the subject line, but now only searches the >>>> subject >> line? >> >>> In 3.8, the search feature appears to search Subject and Owner of >>> Open >> tickets. >> >> Verified that as well. I'd like to be able search requestors and all >> tickets, not just open tickets. Perhaps this is just a bug. >> > >This is definitely a bug. Please open a ticket and we'll try to sort >it for 3.8.1 :) From scott.hebert at gmail.com Mon Jul 21 15:22:48 2008 From: scott.hebert at gmail.com (Scott Hebert) Date: Mon, 21 Jul 2008 14:22:48 -0500 Subject: [rt-users] Searching based on who created a ticket. In-Reply-To: <4884E10D.1020906@lbl.gov> References: <2d460de70807210631s6a9c3a31rc6bb0365a68a5df3@mail.gmail.com> <4884E10D.1020906@lbl.gov> Message-ID: On Mon, Jul 21, 2008 at 2:18 PM, Kenneth Crocker wrote: > Actually, "CreatorId" and "RequestorId" are not necessarily the same. I > may "create" a ticket, then modify it to show you as the "requestor" and > those two fields would reflect that difference. In this case, Richard > wants only those tickets where he is "still" the requestor". Just a thought. I think the OP actually wants to see all tickets he's created, whether he is still the requestor or not. -- Scott Hebert http://slaptijack.com From falcone at bestpractical.com Mon Jul 21 15:41:59 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Jul 2008 15:41:59 -0400 Subject: [rt-users] Searching based on who created a ticket. In-Reply-To: <4884E10D.1020906@lbl.gov> References: <2d460de70807210631s6a9c3a31rc6bb0365a68a5df3@mail.gmail.com> <4884E10D.1020906@lbl.gov> Message-ID: <1B798194-73FF-436A-BF6A-BB9FAD7A479B@bestpractical.com> On Jul 21, 2008, at 3:18 PM, Kenneth Crocker wrote: > Actually, "CreatorId" and "RequestorId" are not necessarily the > same. I may "create" a ticket, then modify it to show you as the > "requestor" and those two fields would reflect that difference. In > this case, Richard wants only those tickets where he is "still" the > requestor". Just a thought. I read Richard's email to say that he can't use Requestor because he often assigns the Requestor to someone else after creating the ticket. >>> Searching by Requestor is not possible as I frequently set others >>> to be >>> the requestor. This seems to indicate that he wants Creator -kevin > On 7/21/2008 11:56 AM, Kevin Falcone wrote: >> On Jul 21, 2008, at 9:31 AM, Richard Hartmann wrote: >>> I was wondering if it's possible to search for all tickets created >>> by >>> me. The interesting tickets would be the one created via web >>> interface, but the ones created via email can be displayed, as well. >>> Searching by Requestor is not possible as I frequently set others >>> to be >>> the requestor. With 3.8, I can not bookmark the tickets, but that >>> is not >>> an ideal solution. >> Just search on Creator = 'yourusername' >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Community help: http://wiki.bestpractical.com >> Commercial support: sales 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 Jul 21 15:59:34 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 21 Jul 2008 12:59:34 -0700 Subject: [rt-users] Searching based on who created a ticket. In-Reply-To: <1B798194-73FF-436A-BF6A-BB9FAD7A479B@bestpractical.com> References: <2d460de70807210631s6a9c3a31rc6bb0365a68a5df3@mail.gmail.com> <4884E10D.1020906@lbl.gov> <1B798194-73FF-436A-BF6A-BB9FAD7A479B@bestpractical.com> Message-ID: <4884EAA6.3090802@lbl.gov> Kevin, Correct. I misread the email. Sorry. Kenn LBNL On 7/21/2008 12:41 PM, Kevin Falcone wrote: > On Jul 21, 2008, at 3:18 PM, Kenneth Crocker wrote: > >> Actually, "CreatorId" and "RequestorId" are not necessarily the >> same. I may "create" a ticket, then modify it to show you as the >> "requestor" and those two fields would reflect that difference. In >> this case, Richard wants only those tickets where he is "still" the >> requestor". Just a thought. > > I read Richard's email to say that he can't use Requestor because he > often assigns the Requestor to > someone else after creating the ticket. > >>>> Searching by Requestor is not possible as I frequently set others >>>> to be >>>> the requestor. > > This seems to indicate that he wants Creator > > -kevin > >> On 7/21/2008 11:56 AM, Kevin Falcone wrote: >>> On Jul 21, 2008, at 9:31 AM, Richard Hartmann wrote: >>>> I was wondering if it's possible to search for all tickets created >>>> by >>>> me. The interesting tickets would be the one created via web >>>> interface, but the ones created via email can be displayed, as well. >>>> Searching by Requestor is not possible as I frequently set others >>>> to be >>>> the requestor. With 3.8, I can not bookmark the tickets, but that >>>> is not >>>> an ideal solution. >>> Just search on Creator = 'yourusername' >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 Ryan.Hardester at ci.tracy.ca.us Mon Jul 21 20:28:11 2008 From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester) Date: Mon, 21 Jul 2008 17:28:11 -0700 Subject: [rt-users] Automatically opening stalled RT tickets In-Reply-To: References: <20080716161523.5ae782e3@tclmmw.in.tiger-computing.com> Message-ID: I tried this, put the PM in the correct folder, and ran the script. I get the following error under RT3.8.0 [Tue Jul 22 00:37:05 2008] [crit]: Can't call method "Message" on an undefined value at /opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77. (/opt/rt3/bin/../lib/RT.pm:375) Can't call method "Message" on an undefined value at /opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77. Am I doing something wrong? Or is there a change in 3.8 that makes this not work? --Ryan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Lanyon Sent: Sunday, July 20, 2008 8:44 PM To: Matthew Macdonald-Wallace Cc: RT Users Subject: Re: [rt-users] Automatically opening stalled RT tickets On 17/07/2008, at 12:45 AM, Matthew Macdonald-Wallace wrote: > Hi Tom, > > Please forgive the intrusion into your inbox, I noticed your post > dated 23rd June on the rt-users list archives and I am very interested > in your usage of rt-crontool to automatically re-open any stalled > tickets older than a certain age. > > Would it be possible for you to share the command-line arguments you > have used for rt-crontool with the community? > > Thanks in advance, > > Matt Hi Matt, No problems - sorry for the delay getting back to you. I've CC'd the list as well in case anyone else is curious. We currently run something like this, once per day: ## Search for tickets that have had no requestor correspondance for more than 6 days, ## open them and comment (this will notify ticket owner) /var/www/rt.domain.com/rt/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg "Queue = 'Foo' AND Status = 'stalled' AND Told < '6 days ago' AND DependsOn IS NULL" \ --action RT::Action::OpenTicketAndComment --action-arg "Auto- opened due to being stalled for > 6 days." You'll also notice the RT::Action::OpenTicketAndComment action which is just a slightly modified RT::Action::AutoOpen so that we can also place a comment in the ticket to show why it was re-opened. I've attached our local/lib/RT/Action/OpenTicketAndComment.pm module if you're interested. Caution: we added the 'DependsOn IS NULL' clause because this was re- opening tickets that were stalled because they depended on another ticket. However, through TicketSQL we are unable to query the status of these depended-on tickets, so currently this won't re-open stalled tickets even if a depended-on ticket is resolved. I consider this a bug with our process and plan to fix it by using a custom RT::Search module to do a more fine-grained query, but haven't had time. Regards, Tom From yvo.vandoorn at gmail.com Mon Jul 21 21:09:50 2008 From: yvo.vandoorn at gmail.com (Yvo van Doorn) Date: Mon, 21 Jul 2008 18:09:50 -0700 Subject: [rt-users] Fwd: RT 3.8.0 and $LdapExternalInfo In-Reply-To: <740f716a0807170835u468d354eo92c0f8f2ff6d60a9@mail.gmail.com> References: <740f716a0807170835u468d354eo92c0f8f2ff6d60a9@mail.gmail.com> Message-ID: <740f716a0807211809l6fb39c4h6181364bc2035cdc@mail.gmail.com> Retrying here as this is really a performance killer and no idea on how to solve.... ---------- Forwarded message ---------- From: Yvo van Doorn Date: Thu, Jul 17, 2008 at 8:35 AM Subject: RT 3.8.0 and $LdapExternalInfo To: rt-users at lists.bestpractical.com Is anyone else using RT 3.8.0 with $LdapExternalInfo set to enabled? It seems that the behavior on looking up information from the LDAP information has changed between 3.6.6 and 3.8.0 (which is to be expected) but for the worse. In previous releases it would do a lookup on login and update your information. This is good. However now it seems that is doing a lookup against *everyone* ever messaged on a ticket when I hit 'comment' or 'reply' via the interface. The browser meanwhile sits and waits patiently but the rt login (set to debug for this purpose) fills up with lookup requests on anyone ever commenting, cc'd (even one-time ccs) or reply to the ticket. On a new ticket this is no big deal as usually its only two or three people affected but project tickets where 14-15 people are referenced, this becomes a huge bother. Anyone else seeing this and have figured out a way around this? Yvo From tom at netspot.com.au Mon Jul 21 21:13:21 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Tue, 22 Jul 2008 10:43:21 +0930 Subject: [rt-users] Automatically opening stalled RT tickets In-Reply-To: References: <20080716161523.5ae782e3@tclmmw.in.tiger-computing.com> Message-ID: On 22/07/2008, at 9:58 AM, Ryan Hardester wrote: > I tried this, put the PM in the correct folder, and ran the script. I > get the following error under RT3.8.0 > > [Tue Jul 22 00:37:05 2008] [crit]: Can't call method "Message" on an > undefined value at /opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77. > (/opt/rt3/bin/../lib/RT.pm:375) > Can't call method "Message" on an undefined value at > /opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77. > > Am I doing something wrong? Or is there a change in 3.8 that makes > this > not work? > > --Ryan I haven't tested it on 3.8 yet, only 3.6. However, this error looks unrelated and occurs before my code even runs. Your TransactionObj is undefined in RT::Action::AutoOpen::Prepare(), I'm not sure what would cause that. Regards, Tom From kmckinnis at tivo.com Mon Jul 21 21:26:29 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Mon, 21 Jul 2008 18:26:29 -0700 Subject: [rt-users] (no subject) Message-ID: unsubscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Mon Jul 21 21:29:28 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Mon, 21 Jul 2008 18:29:28 -0700 Subject: [rt-users] (no subject) In-Reply-To: References: Message-ID: Sorry, outlook auto-completed the addressee, meant for the request email. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Monday, July 21, 2008 6:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) unsubscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue Jul 22 04:14:50 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Jul 2008 10:14:50 +0200 Subject: [rt-users] 2 questions about RT 3.8 In-Reply-To: <557038C0-8D8A-47DA-8DF7-ECC21F74EF1A@bestpractical.com> References: <557038C0-8D8A-47DA-8DF7-ECC21F74EF1A@bestpractical.com> Message-ID: <20080722081450.GA3683@easter-eggs.com> On Sun, Jul 20, 2008 at 08:27:46AM -0400, Jesse Vincent wrote: > > >>> 2) It seems that the search feature used to (maybe I am wrong > >>> here, or > > maybe I customized something and didn't re-add it in) used to search > > the > >>> requestors field and the subject line, but now only searches the > >>> subject > > line? > > > >> In 3.8, the search feature appears to search Subject and Owner of > >> Open > > tickets. > > > > Verified that as well. I'd like to be able search requestors and all > > tickets, not just open tickets. Perhaps this is just a bug. > > The only changes made between 3.6 and 3.8 on Googleish.pm is to restrict on ActiveStatuses if no status is given, to match the 3.4 behaviour, cf. rt.fsck.com: #9645. So as example, to search for resolved tickets with owner 'foo', enter the string "foo resolved". The current logic parses each search words and build the search using the following order logic: - id ticket if it's a number and a ticket id matches - fulltext if it starts with fulltext: - requestor if it contains @ - status if a status matches the word - queue if a queue matches the word - owner if an owner matches the word - else, subject On a day to day usage, when you know this rules, it looks pretty powerfull to me :) From Michael.Peer at eurac.edu Tue Jul 22 05:07:00 2008 From: Michael.Peer at eurac.edu (Peer Michael) Date: Tue, 22 Jul 2008 11:07:00 +0200 Subject: [rt-users] RT::CustomField -> Queue deprecated at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) In-Reply-To: <20070214125454.GQ25008@bestpractical.com> References: <20070214125454.GQ25008@bestpractical.com> Message-ID: Hello, One year ago, I wrote this to the Mailinglist. Now I have upgraded my RT to 3.8.0 and now the function $tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => 'LIKE', VALUE => 'true'); doesn't work any more. The reason is, that the function Queue in CustomField_Overlay.pm, marked as deprecated in rt-3.4.5, is now eliminated, but is still called in function LimitCustomField (Tickets_Overlay.pm, line 2466). I think, that this part can be removed, because it does not do anything. This diff removes this part: --- /opt/rt3/lib/RT/Tickets_Overlay.pm 2008-07-14 16:30:19.000000000 +0200 +++ /opt/rt3/local/lib/RT/Tickets_Overlay.pm 2008-07-22 10:54:54.000000000 +0200 @@ -2462,12 +2464,7 @@ $CF->Name, $args{OPERATOR}, $args{VALUE} ); } - my $q = ""; - if ( $CF->Queue ) { - my $qo = new RT::Queue( $self->CurrentUser ); - $qo->Load( $CF->Queue ); - $q = $qo->Name; - } my @rest; @rest = ( ENTRYAGGREGATOR => 'AND' ) @@ -2477,9 +2474,7 @@ VALUE => $args{VALUE}, FIELD => "CF." . ( - $q - ? $q . ".{" . $CF->Name . "}" - : $CF->Name + $CF->Name ), OPERATOR => $args{OPERATOR}, CUSTOMFIELD => 1, What's your opinion about eliminating the above snippet? Michael Peer -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, 14 February, 2007 13:55 To: Peer Michael Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::CustomField -> Queue deprecated at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) On Wed, Feb 14, 2007 at 10:41:11AM +0100, Peer Michael wrote: > I never get a response to this problem. Any idea? Ruslan did reply. It's fixed in newer releases. But don't worry about the issue. It's harmless. > > Michael Peer > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peer > Michael > Sent: Thursday, 01 February, 2007 08:52 > To: Ruslan Zakirov > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT::CustomField -> Queue deprecated > at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) > > I'm using rt-3.4.5. > > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Wednesday, 31 January, 2007 17:52 > To: Peer Michael > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT::CustomField -> Queue deprecated at > (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) > > On 1/31/07, Peer Michael wrote: > > > > > > Greeting > > > > When i use the function > > "$tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => > > 'LIKE', > > > VALUE => 'true');" i find this message in the log: > > [Wed Jan 31 15:47:34 2007] [debug]: RT::CustomField -> Queue > > deprecated at > > (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) > > (/opt/rt3/lib/RT/CustomField_Overlay.pm:741) > > > > How can i avoid this message? > Update to newer version of the RT? Or at least say us what version > you're using. > > > > > Thanks > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From martin.bouladour at etu.univ-nantes.fr Tue Jul 22 05:14:06 2008 From: martin.bouladour at etu.univ-nantes.fr (Martin BOULADOUR) Date: Tue, 22 Jul 2008 11:14:06 +0200 (CEST) Subject: [rt-users] REST: attachments & transactions Message-ID: <49461.193.253.180.229.1216718046.squirrel@webmail.etu.univ-nantes.fr> Hello RT Users, I'm trying to get the 'To' and 'Cc' fields content of the original e-mail of a message. For each message, I want to know who recieved it (and then maybe add some recipients as ticket observers). And I need to do that using the REST interface. Is there a simple way to get the original e-mail (attachment object) from a message (correspond transaction object)? In the transaction information, obtained in response to (for example): /REST/1.0/ticket/18/history/id/2377 there is no information about the original e-mail attachment. I think that the only way to get that object is to check every attachment related to the ticket (but it needs too many HTTP request): /REST/1.0/ticket/18/attachments and then: /REST/1.0/ticket/18/attachments/586 /REST/1.0/ticket/18/attachments/587 /REST/1.0/ticket/18/attachments/588 ... and so on, until the attachment contains "Transaction: 2377" and seems to be the original e-mail. In other words, when we have an original e-mail attachment id, it's easy to get the related transaction ("Transaction:" field). But, when we have a transaction id, it is much more difficult to get the original e-mail attachment (it is not present in the "Attachments:" field). Did I miss something or is that sadly true? I use RT 3.6. Thanks. Regards, Martin Bouladour. From ruz at bestpractical.com Tue Jul 22 10:30:29 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 22 Jul 2008 18:30:29 +0400 Subject: [rt-users] RT::CustomField -> Queue deprecated at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) In-Reply-To: References: <20070214125454.GQ25008@bestpractical.com> Message-ID: <589c94400807220730k5523427cvc2ce4f5572c7efd9@mail.gmail.com> Look at this ticket: http://rt3.fsck.com//Ticket/Display.html?id=10235 guest/guest On Tue, Jul 22, 2008 at 1:07 PM, Peer Michael wrote: > Hello, > > One year ago, I wrote this to the Mailinglist. Now I have upgraded my RT > to 3.8.0 and now the function > $tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => 'LIKE', > VALUE => 'true'); > doesn't work any more. > The reason is, that the function Queue in CustomField_Overlay.pm, marked > as deprecated in rt-3.4.5, is now eliminated, but is still called in > function LimitCustomField (Tickets_Overlay.pm, line 2466). > I think, that this part can be removed, because it does not do anything. > This diff removes this part: > > --- /opt/rt3/lib/RT/Tickets_Overlay.pm 2008-07-14 > 16:30:19.000000000 +0200 > +++ /opt/rt3/local/lib/RT/Tickets_Overlay.pm 2008-07-22 > 10:54:54.000000000 +0200 > @@ -2462,12 +2464,7 @@ > $CF->Name, $args{OPERATOR}, $args{VALUE} ); > } > > - my $q = ""; > - if ( $CF->Queue ) { > - my $qo = new RT::Queue( $self->CurrentUser ); > - $qo->Load( $CF->Queue ); > - $q = $qo->Name; > - } > > my @rest; > @rest = ( ENTRYAGGREGATOR => 'AND' ) > @@ -2477,9 +2474,7 @@ > VALUE => $args{VALUE}, > FIELD => "CF." > . ( > - $q > - ? $q . ".{" . $CF->Name . "}" > - : $CF->Name > + $CF->Name > ), > OPERATOR => $args{OPERATOR}, > CUSTOMFIELD => 1, > > > What's your opinion about eliminating the above snippet? > > Michael Peer > > > > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, 14 February, 2007 13:55 > To: Peer Michael > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT::CustomField -> Queue deprecated > at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) > > > > > On Wed, Feb 14, 2007 at 10:41:11AM +0100, Peer Michael wrote: >> I never get a response to this problem. Any idea? > > Ruslan did reply. It's fixed in newer releases. But don't worry about > the issue. It's harmless. > >> >> Michael Peer >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peer >> Michael >> Sent: Thursday, 01 February, 2007 08:52 >> To: Ruslan Zakirov >> Cc: rt-users at lists.bestpractical.com >> Subject: RE: [rt-users] RT::CustomField -> Queue deprecated >> at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) >> >> I'm using rt-3.4.5. >> >> >> -----Original Message----- >> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] >> Sent: Wednesday, 31 January, 2007 17:52 >> To: Peer Michael >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] RT::CustomField -> Queue deprecated at >> (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) >> >> On 1/31/07, Peer Michael wrote: >> > >> > >> > Greeting >> > >> > When i use the function >> > "$tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => >> > 'LIKE', >> >> > VALUE => 'true');" i find this message in the log: >> > [Wed Jan 31 15:47:34 2007] [debug]: RT::CustomField -> Queue >> > deprecated at >> > (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) >> > (/opt/rt3/lib/RT/CustomField_Overlay.pm:741) >> > >> > How can i avoid this message? >> Update to newer version of the RT? Or at least say us what version >> you're using. >> >> > >> > Thanks >> > >> >> -- >> Best regards, Ruslan. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> 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 Michael.Peer at eurac.edu Tue Jul 22 11:32:49 2008 From: Michael.Peer at eurac.edu (Peer Michael) Date: Tue, 22 Jul 2008 17:32:49 +0200 Subject: [rt-users] RT::CustomField -> Queue deprecated at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) In-Reply-To: <589c94400807220730k5523427cvc2ce4f5572c7efd9@mail.gmail.com> References: <20070214125454.GQ25008@bestpractical.com> <589c94400807220730k5523427cvc2ce4f5572c7efd9@mail.gmail.com> Message-ID: Thanks for you quick help Michael -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, 22 July, 2008 16:30 To: Peer Michael Cc: Jesse Vincent; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::CustomField -> Queue deprecated at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) Look at this ticket: http://rt3.fsck.com//Ticket/Display.html?id=10235 guest/guest On Tue, Jul 22, 2008 at 1:07 PM, Peer Michael wrote: > Hello, > > One year ago, I wrote this to the Mailinglist. Now I have upgraded my > RT to 3.8.0 and now the function > $tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => 'LIKE', > VALUE => 'true'); doesn't work any more. > The reason is, that the function Queue in CustomField_Overlay.pm, > marked as deprecated in rt-3.4.5, is now eliminated, but is still > called in function LimitCustomField (Tickets_Overlay.pm, line 2466). > I think, that this part can be removed, because it does not do anything. > This diff removes this part: > > --- /opt/rt3/lib/RT/Tickets_Overlay.pm 2008-07-14 > 16:30:19.000000000 +0200 > +++ /opt/rt3/local/lib/RT/Tickets_Overlay.pm 2008-07-22 > 10:54:54.000000000 +0200 > @@ -2462,12 +2464,7 @@ > $CF->Name, $args{OPERATOR}, $args{VALUE} ); > } > > - my $q = ""; > - if ( $CF->Queue ) { > - my $qo = new RT::Queue( $self->CurrentUser ); > - $qo->Load( $CF->Queue ); > - $q = $qo->Name; > - } > > my @rest; > @rest = ( ENTRYAGGREGATOR => 'AND' ) @@ -2477,9 +2474,7 @@ > VALUE => $args{VALUE}, > FIELD => "CF." > . ( > - $q > - ? $q . ".{" . $CF->Name . "}" > - : $CF->Name > + $CF->Name > ), > OPERATOR => $args{OPERATOR}, > CUSTOMFIELD => 1, > > > What's your opinion about eliminating the above snippet? > > Michael Peer > > > > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, 14 February, 2007 13:55 > To: Peer Michael > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT::CustomField -> Queue deprecated > at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) > > > > > On Wed, Feb 14, 2007 at 10:41:11AM +0100, Peer Michael wrote: >> I never get a response to this problem. Any idea? > > Ruslan did reply. It's fixed in newer releases. But don't worry about > the issue. It's harmless. > >> >> Michael Peer >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peer >> Michael >> Sent: Thursday, 01 February, 2007 08:52 >> To: Ruslan Zakirov >> Cc: rt-users at lists.bestpractical.com >> Subject: RE: [rt-users] RT::CustomField -> Queue deprecated >> at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) >> >> I'm using rt-3.4.5. >> >> >> -----Original Message----- >> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] >> Sent: Wednesday, 31 January, 2007 17:52 >> To: Peer Michael >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] RT::CustomField -> Queue deprecated at >> (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) >> >> On 1/31/07, Peer Michael wrote: >> > >> > >> > Greeting >> > >> > When i use the function >> > "$tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => >> > 'LIKE', >> >> > VALUE => 'true');" i find this message in the log: >> > [Wed Jan 31 15:47:34 2007] [debug]: RT::CustomField -> Queue >> > deprecated at >> > (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) >> > (/opt/rt3/lib/RT/CustomField_Overlay.pm:741) >> > >> > How can i avoid this message? >> Update to newer version of the RT? Or at least say us what version >> you're using. >> >> > >> > Thanks >> > >> >> -- >> Best regards, Ruslan. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> 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 tjrc at sanger.ac.uk Tue Jul 22 12:00:52 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 22 Jul 2008 17:00:52 +0100 Subject: [rt-users] R 2.5.1 withdrawn from /software Message-ID: As announced previously, R 2.5.1 has now been withdrawn from / software. R-2.6.0 and R-2.7.1 are available instead. Regards, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From tjrc at sanger.ac.uk Tue Jul 22 12:03:49 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 22 Jul 2008 17:03:49 +0100 Subject: [rt-users] R 2.5.1 withdrawn from /software In-Reply-To: References: Message-ID: <9D77AC2C-BEAD-47DE-B378-B323952C7BC3@sanger.ac.uk> On 22 Jul 2008, at 5:00 pm, Tim Cutts wrote: > As announced previously, R 2.5.1 has now been withdrawn from / > software. R-2.6.0 and R-2.7.1 are available instead. Please ignore that message. Brain failure on my part sending mail to the wrong mailing list. Blast. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From chrisc.email at abshernw.com Tue Jul 22 12:16:43 2008 From: chrisc.email at abshernw.com (Chris Crow) Date: Tue, 22 Jul 2008 09:16:43 -0700 Subject: [rt-users] Schema issues upgrading from rt 3.6.5 to 3.8.0 Message-ID: <488607EB.7050508@abshernw.com> I'm having some errors when I attempt to update my RT database schema on my RT server. My RT server was running 8.04 with rt3.6* packages provided by the ubuntu community. I have since removed the rt3.6 binaries, but left the database and configurations in place, and followed the upgrade procedures in the documentation. However, I am getting an error when I try to update the schema using this command: /opt/rt3/sbin/rt-setup-database --action schema --datadir etc/upgrade/3.7.1/ --dba root Working with: Type: mysql Host: localhost Name: rtdb User: rtuser DBA: root Now populating database schema. Couldn't finish 'schema' step. ERROR: Couldn't find schema file(s) '*' So I tried changing it to: /opt/rt3/sbin/rt-setup-database --action schema --datafile etc/upgrade/3.7.1/content --dba root Working with: Type: mysql Host: localhost Name: rtdb User: rtuser DBA: root Now populating database schema. 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 '@ScripConditions = ( { Name => 'On Close', ' at line 1 at /opt/rt3/sbin/../lib/RT/Handle.pm line 463. Mysql version is: mysqld Ver 5.0.51a-3ubuntu5.1 for debian-linux-gnu on i486 ((Ubuntu)) Any help would be greatly appreciated. From ruz at bestpractical.com Tue Jul 22 12:29:18 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 22 Jul 2008 20:29:18 +0400 Subject: [rt-users] Schema issues upgrading from rt 3.6.5 to 3.8.0 In-Reply-To: <488607EB.7050508@abshernw.com> References: <488607EB.7050508@abshernw.com> Message-ID: <589c94400807220929q47740c8fqa99431e068a98ae3@mail.gmail.com> On Tue, Jul 22, 2008 at 8:16 PM, Chris Crow wrote: > I'm having some errors when I attempt to update my RT database schema on > my RT server. My RT server was running 8.04 with rt3.6* packages > provided by the ubuntu community. > > I have since removed the rt3.6 binaries, but left the database and > configurations in place, and followed the upgrade procedures in the > documentation. Which documentation? > > However, I am getting an error when I try to update the schema using > this command: ... > > ERROR: Couldn't find schema file(s) '*' There is no schema upgrade for 3.7.1. So it can not find a file. Move to next command. > So I tried changing it to: > /opt/rt3/sbin/rt-setup-database --action schema --datafile > etc/upgrade/3.7.1/content --dba root > wrong thing to do. you try to apply "content" file as schema update what is totally wrong. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 chrisc.email at abshernw.com Tue Jul 22 12:56:34 2008 From: chrisc.email at abshernw.com (Chris Crow) Date: Tue, 22 Jul 2008 09:56:34 -0700 Subject: [rt-users] Schema issues upgrading from rt 3.6.5 to 3.8.0 In-Reply-To: <488607EB.7050508@abshernw.com> References: <488607EB.7050508@abshernw.com> Message-ID: <48861142.1060603@abshernw.com> I answered my own question. I didn't read enough in the news groups, sorry guys. The answer was posted by Ruslan Zakirov: Let's make it clear: * you still must upgrade DB using files in etc/upgrade/x.x.x/ * however in 3.8.0 you can do it using one command: rt-setup-database --dba root --prompt-for-dba-password --action upgrade it will ask for the old version (for example you can enter 3.6.7) and will apply all steps up to the installed version (in this case it's 3.8.0) * then you do mysql schema changes using the script * these schema changes are required for all mysql versions greater than mysql 4.1.0 * people installing for the first time will get new DB schema as there are two different schema files for mysql in etc/, so they don't need to do all these steps * people upgrading mysql server from 4.0 to 4.1 and newer should use the script two * I tested this script several times, but only on my dev PC, so it's VERY recommended to backup and make tests Clear? Chris Crow wrote: > I'm having some errors when I attempt to update my RT database schema on > my RT server. My RT server was running 8.04 with rt3.6* packages > provided by the ubuntu community. > > I have since removed the rt3.6 binaries, but left the database and > configurations in place, and followed the upgrade procedures in the > documentation. > > However, I am getting an error when I try to update the schema using > this command: > > /opt/rt3/sbin/rt-setup-database --action schema --datadir > etc/upgrade/3.7.1/ --dba root > Working with: > Type: mysql > Host: localhost > Name: rtdb > User: rtuser > DBA: root > Now populating database schema. > Couldn't finish 'schema' step. > > ERROR: Couldn't find schema file(s) '*' > > > So I tried changing it to: > /opt/rt3/sbin/rt-setup-database --action schema --datafile > etc/upgrade/3.7.1/content --dba root > > Working with: > Type: mysql > Host: localhost > Name: rtdb > User: rtuser > DBA: root > Now populating database schema. > 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 '@ScripConditions = ( > { Name => 'On Close', ' at line 1 > at /opt/rt3/sbin/../lib/RT/Handle.pm line 463. > > > Mysql version is: mysqld Ver 5.0.51a-3ubuntu5.1 for debian-linux-gnu on > i486 ((Ubuntu)) > > Any help would be greatly appreciated. > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From kfreels at sendmail.com Tue Jul 22 13:04:07 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Tue, 22 Jul 2008 10:04:07 -0700 Subject: [rt-users] combobox questions Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B31E244@platypus> Greetings! Settings: RT 3.6.5 with FC8 I'm not sure if this is a bug or not. I think half of the problem may be that I am misunderstanding set-up/function/etc. of just what a what a combobox is and how it's configured. I have created a combobox (actually, a few) and added values. However, when I add it to a queue, all I see is the description of the combobox itself, but no actual entry field(s) of any kind. This is true for any value, sort order, etc. My understanding of what a combobox should be is a list (Select Multiple Values) but with hierarchy/headers over groups of entries. So perhaps I'm not entering in the values as needed to create the combobox the proper way? I couldn't find anything in the book or web site. Any insight would be helpful, as always. Thanks again!!! ....k -=-=-=- Kevin Freels Director of Information Technology Sendmail, Inc. kfreels at sendmail.com 510/594.5572 From jesse at bestpractical.com Tue Jul 22 13:49:15 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Jul 2008 10:49:15 -0700 Subject: [rt-users] combobox questions In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B31E244@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B31E244@platypus> Message-ID: <5F3B776F-9341-439B-8C70-676CED6833CA@bestpractical.com> On Jul 22, 2008, at 10:04 AM, Kevin Freels wrote: > Greetings! > > Settings: RT 3.6.5 with FC8 > > My understanding of what a combobox should be is a list (Select > Multiple > Values) but with hierarchy/headers over groups of entries Nope. A combobox is "pick one from a list or enter your own value" From chrisc.email at abshernw.com Tue Jul 22 14:02:26 2008 From: chrisc.email at abshernw.com (Chris Crow) Date: Tue, 22 Jul 2008 11:02:26 -0700 Subject: [rt-users] Incorrect URLs in some searches after upgrade to rt 3.8.0 Message-ID: <488620B2.5070704@abshernw.com> For some reason, some of the links to tickets are using an incorrect URL. I just upgraded our test system to RT 3.8.0 from 3.6.5 (Which was a debian native package). The previous config for the url was /rt, the new url is simply . This works most of the time, except for some of the previous ticket queries, which still use the old URLs. I've been hunting through the apache2 config data, and can't find anything that would seem to affect it. I have also been looking around the database to see if there is a reference there. I've attached my RT config files as well. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_Config.pm Type: application/x-perl Size: 34201 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm Type: application/x-perl Size: 874 bytes Desc: not available URL: From chrisc.email at abshernw.com Tue Jul 22 14:13:44 2008 From: chrisc.email at abshernw.com (Chris Crow) Date: Tue, 22 Jul 2008 11:13:44 -0700 Subject: [rt-users] Incorrect URLs in some searches after upgrade to rt 3.8.0 In-Reply-To: <488620B2.5070704@abshernw.com> References: <488620B2.5070704@abshernw.com> Message-ID: <48862358.4060506@abshernw.com> It seems to be affecting saved searches (custom searches, owned tickets, etc) Anytime I create a NEW server, it works fine. Chris Crow wrote: > For some reason, some of the links to tickets are using an incorrect URL. > > I just upgraded our test system to RT 3.8.0 from 3.6.5 (Which was a > debian native package). The previous config for the url was > /rt, the new url is simply . > > This works most of the time, except for some of the previous ticket > queries, which still use the old URLs. > > I've been hunting through the apache2 config data, and can't find > anything that would seem to affect it. > > I have also been looking around the database to see if there is a > reference there. > > I've attached my RT config files as well. > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From pthirose at ucdavis.edu Tue Jul 22 14:26:30 2008 From: pthirose at ucdavis.edu (Paul Hirose) Date: Tue, 22 Jul 2008 11:26:30 -0700 (PDT) Subject: [rt-users] Multipe rtname or branded queue with single RT instance? Message-ID: Looking at the archives, this has been an on again-off again thing for quite a few years. Yes, this is about having the Subject header line contain a queue name or some such identifier, mostly so it "looks nice". Alas, the Subject heading does play a big role in appearance and thus the buy-in of this from our user population. I looked at Branded Queue extension, though I've not gotten it to work easily with RT-3.6.3 through 3.6.7. If anyone has done so, I'd greatly appreciate a note. The general recommendation on the list has been to just run multiple instances of RT. That would work, at the expense of duplicating a lot of material. But it's probably the easiest. We're evaluating if that's worth it, just to get this one feature. However, the preference is for a single instance of a RT database. We don't mind if the Ticket Number is incremented even though it's different queues. So English Department #1, and the next ticket might be Physics Department #2 (rather than the first Physics ticket being #1 as well.) That's fine by us. Nobody's really keeping track of actual ticket numbering patterns :) So why a single instance? Same set of support staff. So while we'd like the staff of English department to mail english-support@ and get a reply using "Subject English Department Help Desk #x", and Physics staff members send to physics-support@ and get a reply with "Subject Physics Department Help Desk #x", it all goes into the same RT system. The actual support staff behind the scenes are the same. With multiple instances of RT (which I'm guessing involve a separate RT_SiteConfig.pm with $DatabaseName set differently) the staff would have to login to multiple RTs. We're bound to forget sooner or later. I was thinking of changing /opt/rt3/lib/RT/Action/SendEmail.pm SetSubjectToken function to change the outgoing Subject. Then using the built-in $EmailSubjectTagRegex to be (English|Physics) Department Help Desk. I'm still not sure about Callbacks, vs Overlays, vs local directory. Or just being old-school and editing the original file directly (at least I *understand* how that works.) I've not really though through what happens if a ticket moves from the English queue to the Physics queue, but I think it'd still be ok. The ticket number is still unique. And upon receiving the email, RT would still match against both Physics... and English... in the Subject heading. Tips, advice, warnings, etc welcome. Thank you, PH -- Paul Hirose : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife From jesse at bestpractical.com Tue Jul 22 14:44:24 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Jul 2008 11:44:24 -0700 Subject: [rt-users] Multipe rtname or branded queue with single RT instance? In-Reply-To: References: Message-ID: <2FA2FE10-D57C-4743-9A2F-2B3564B6BE04@bestpractical.com> On Jul 22, 2008, at 11:26 AM, Paul Hirose wrote: > Looking at the archives, this has been an on again-off again thing > for quite a few years. Yes, this is about having the Subject header > line contain a queue name or some such identifier, mostly so it > "looks nice". Alas, the Subject heading does play a big role in > appearance and thus the buy-in of this from our user population. > > I looked at Branded Queue extension, though I've not gotten it to > work easily with RT-3.6.3 through 3.6.7. If anyone has done so, I'd > greatly appreciate a note. You might want to consider RT 3.8, which has the Branded Queues extension built in.... From MarkRoedel at letu.edu Tue Jul 22 15:00:03 2008 From: MarkRoedel at letu.edu (Mark Roedel) Date: Tue, 22 Jul 2008 14:00:03 -0500 Subject: [rt-users] combobox questions In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B31E244@platypus> Message-ID: We noticed this on a combobox custom field we added to one of our queues -- but only when using IE7. The field worked as expected in Firefox and Safari. (It looks like it's better behaved in 3.8, if upgrading is an option for you...) -- Mark Roedel Senior Programmer / Analyst LeTourneau University On 7/22/08 12:04 PM, "Kevin Freels" wrote: > I have created a combobox (actually, a few) and added values. However, > when I add it to a queue, all I see is the description of the combobox > itself, but no actual entry field(s) of any kind. This is true for any > value, sort order, etc. From smccreadie at CanyonPartners.com Tue Jul 22 14:58:56 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Tue, 22 Jul 2008 11:58:56 -0700 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> Hello, I am trying to install RT 3.8 on Centos 5.2 from source. I have been following the RHEL4 Install Guide on the wiki and trying to make it work as best I can. Im running into a problem with installing FastCGI, apparently http-devel build directories are in a different location than they are in Centos4, and I think the FastCGI makefile needs to represent this. I editing the makefile to point to /usr/lib/http for the location of the Apache installation, but im not sure if this is right. When I type "make" it appears to run and then gives this line: " /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such file or directory mod_fastcgi.c: In function 'open_connection_to_fs': mod_fastcgi.c:1083: warning: dereferencing type-punned pointer will break strict-aliasing rules make: *** [mod_fastcgi.slo] Error 1" Then when I try: service httpd start I get: "Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: cannot open shared object file: No such file or directory" I understand its creating the error because the file doesn't exist, but Im lost as to what I need to do to correct it. If anyone has any experience or ideas on this it will be greatly appreciated. Thanks again. Sean McCreadie -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Tue Jul 22 15:10:40 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Tue, 22 Jul 2008 12:10:40 -0700 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <488630B0.9080201@gmail.com> sorry for top posting i install rt 3.8 on centos last night in about 2 hours make sure you have httpd-devel installed (this will install apr-utils wget latest fastcgi cp Makefile.AP2 Makefile change top_dir to /usr/lib/httpd in Makefile make make install cp /usr/lib/httpd/modules/mod_fascgi.so to /etc/httpd/modules create a fastcgi.conf file in /etc/httpd/conf.d/ in it should be the LoadModule directive restart httpd let me know if any issues Sean McCreadie wrote: > > Hello, > > I am trying to install RT 3.8 on Centos 5.2 from source. I have been > following the RHEL4 Install Guide on the wiki and trying to make it > work as best I can. Im running into a problem with installing FastCGI, > apparently http-devel build directories are in a different location > than they are in Centos4, and I think the FastCGI makefile needs to > represent this. I editing the makefile to point to /usr/lib/http for > the location of the Apache installation, but im not sure if this is > right. When I type ?make? it appears to run and then gives this line: > > ? /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such file > or directory > > mod_fastcgi.c: In function 'open_connection_to_fs': > > mod_fastcgi.c:1083: warning: dereferencing type-punned pointer will > break strict-aliasing rules > > make: *** [mod_fastcgi.slo] Error 1? > > Then when I try: service httpd start I get: > > ?Starting httpd: httpd: Syntax error on line 210 of > /etc/httpd/conf/httpd.conf: Syntax error on line 1 of > /etc/httpd/conf.d/FastCGI.conf: Cannot load > /etc/httpd/modules/mod_fastcgi.so into server: > /etc/httpd/modules/mod_fastcgi.so: cannot open shared object file: No > such file or directory? > > I understand its creating the error because the file doesn?t exist, > but Im lost as to what I need to do to correct it. If anyone has any > experience or ideas on this it will be greatly appreciated. Thanks again. > > Sean McCreadie > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -- Chaim Rieger From paul at beingeaten.com Tue Jul 22 14:44:47 2008 From: paul at beingeaten.com (Paul Crovella) Date: Tue, 22 Jul 2008 11:44:47 -0700 Subject: [rt-users] send "Permission Denied" emails only to admin (or disable) Message-ID: <48862A9F.1040303@beingeaten.com> Hello, Is it possible to stop RT from sending "Permission Denied" emails out when someone tries replying to or creating a ticket in a queue where they don't have permission? Ideally I'd like these to just go to the site administrator, though disabling them entirely would work too. (Running RT 3.6.6 and will be upgrading to 3.8.1 once out.) Cheers, Paul From ruz at bestpractical.com Tue Jul 22 15:50:32 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 22 Jul 2008 23:50:32 +0400 Subject: [rt-users] Incorrect URLs in some searches after upgrade to rt 3.8.0 In-Reply-To: <48862358.4060506@abshernw.com> References: <488620B2.5070704@abshernw.com> <48862358.4060506@abshernw.com> Message-ID: <589c94400807221250i2ff7b50h9c4f22902bc6319b@mail.gmail.com> I'm not sure where problem came from, but looks like your saved searches have wrong format strings. Add __WebPath__ prefix to href attribute of a tag like in default format. To do that login as SuperUser into the UI -> Edit near a box on "RT At Glance" -> "You can also edit the predefined search itself" -> Advanced -> Change format -> Apply -> Update saved search. On Tue, Jul 22, 2008 at 10:13 PM, Chris Crow wrote: > It seems to be affecting saved searches (custom searches, owned tickets, > etc) > > Anytime I create a NEW server, it works fine. > > Chris Crow wrote: >> For some reason, some of the links to tickets are using an incorrect URL. >> >> I just upgraded our test system to RT 3.8.0 from 3.6.5 (Which was a >> debian native package). The previous config for the url was >> /rt, the new url is simply . >> >> This works most of the time, except for some of the previous ticket >> queries, which still use the old URLs. >> >> I've been hunting through the apache2 config data, and can't find >> anything that would seem to affect it. >> >> I have also been looking around the database to see if there is a >> reference there. >> >> I've attached my RT config files as well. >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kfreels at sendmail.com Tue Jul 22 17:20:00 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Tue, 22 Jul 2008 14:20:00 -0700 Subject: [rt-users] combobox questions In-Reply-To: References: <556AE10AFFB7484B833AF9BE7BF9FD3B31E244@platypus> Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B31E2D2@platypus> Thanks, Mark! Nice call. It does work in FF but not IE. Bummer. Unfortunately, we have a mix of FF and IE, so I can't really specify one or the other. And we're just getting up and running, I'd hate to upgrade before things are settled since things might break and I won't know if it's because of the upgrade or because of something I just haven't yet configured correctly. As far as I've heard, there are some nice things that 3.8 has that I'd like to use, but I wanted to wait until I was comfortable with what we have now. So..., how do I submit a bug? :-) ....k -=-=-=- > -----Original Message----- > From: Mark Roedel [mailto:MarkRoedel at letu.edu] > Sent: Tuesday, July 22, 2008 12:00 PM > To: Kevin Freels; rt Users > Subject: Re: [rt-users] combobox questions > > We noticed this on a combobox custom field we added to one of > our queues -- but only when using IE7. The field worked as > expected in Firefox and Safari. (It looks like it's better > behaved in 3.8, if upgrading is an option for you...) > > -- > Mark Roedel > Senior Programmer / Analyst > LeTourneau University > > > On 7/22/08 12:04 PM, "Kevin Freels" wrote: > > > I have created a combobox (actually, a few) and added > values. However, > > when I add it to a queue, all I see is the description of > the combobox > > itself, but no actual entry field(s) of any kind. This is > true for any > > value, sort order, etc. > > From paul at beingeaten.com Tue Jul 22 18:13:54 2008 From: paul at beingeaten.com (Paul C.) Date: Tue, 22 Jul 2008 15:13:54 -0700 Subject: [rt-users] send "Permission Denied" emails only to admin (or disable) In-Reply-To: <48862A9F.1040303@beingeaten.com> References: <48862A9F.1040303@beingeaten.com> Message-ID: <48865BA2.90102@beingeaten.com> d'oh! Turns out the email was a "Could not load a valid user" message, and to solve my own problem found the function _NoAuthorizedUserFound to edit in lib/RT/Interface/Email.pm Cheers, Paul > Hello, > > Is it possible to stop RT from sending "Permission Denied" emails out > when someone tries replying to or creating a ticket in a queue where > they don't have permission? > > Ideally I'd like these to just go to the site administrator, though > disabling them entirely would work too. > > (Running RT 3.6.6 and will be upgrading to 3.8.1 once out.) > > Cheers, > Paul From sseibl at gmail.com Tue Jul 22 17:45:55 2008 From: sseibl at gmail.com (SSeibl) Date: Tue, 22 Jul 2008 14:45:55 -0700 Subject: [rt-users] 3.8.0 and Plugins Message-ID: <48865513.3090505@gmail.com> I have upgraded to 3.8.0 from 3.4.5 and am liking what I see. From the Release blurb. "Enable and Disable RT extensions with the new Plugins system" I can find no way to access this system from the Admin interface and can find no docs on it. What am I missing? Anyone have any answers? Thanks! Seib Seib Manager, Support Operations Yesmail From gordon at cryologic.com Tue Jul 22 19:58:37 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 23 Jul 2008 09:58:37 +1000 Subject: [rt-users] Multipe rtname or branded queue with single RT instance? In-Reply-To: References: Message-ID: <4886742D.6020102@cryologic.com> Isn't it possible to simply have different templates for different queues which change the subject title accordingly? Gordon From charles.duffy at gmail.com Tue Jul 22 21:00:32 2008 From: charles.duffy at gmail.com (Charles Duffy) Date: Wed, 23 Jul 2008 11:00:32 +1000 Subject: [rt-users] Disable ticket creation failed message for unknown users Message-ID: Hi, How do I stop RT replying to unknown users with the 'ticket creation failed' message? I still want the 'could not load valid user' message to go to $OwnerEmail if possible. I just want email ticket creation requests from unknown users to fail silently (for them). I've tried creating a blank global AutoRejectRequest template, to no avail. Actually, putting anything in AutoRejectRequest has no effect on the content of the rejection message... I'm using RT 3.6.3 with Postgres 8.1 on RHEL 5. Thanks, Charles Duffy From ruz at bestpractical.com Tue Jul 22 21:18:11 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 23 Jul 2008 05:18:11 +0400 Subject: [rt-users] Multipe rtname or branded queue with single RT instance? In-Reply-To: <4886742D.6020102@cryologic.com> References: <4886742D.6020102@cryologic.com> Message-ID: <589c94400807221818q1078b61en76c66fc66ee8c065@mail.gmail.com> With good regexp in the config and 3.6.7 (may be 3.6.6) it's possible. On Wed, Jul 23, 2008 at 3:58 AM, wrote: > > Isn't it possible to simply have different templates for different > queues which change the subject title accordingly? > > Gordon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From chaim.rieger at gmail.com Tue Jul 22 21:21:50 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Tue, 22 Jul 2008 18:21:50 -0700 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <488687AE.2020408@gmail.com> Sean McCreadie wrote: > > Hello, > > I am trying to install RT 3.8 on Centos 5.2 from source. I have been > following the RHEL4 Install Guide on the wiki and trying to make it > work as best I can. Im running into a problem with installing FastCGI, > apparently http-devel build directories are in a different location > than they are in Centos4, and I think the FastCGI makefile needs to > represent this. I editing the makefile to point to /usr/lib/http for > the location of the Apache installation, but im not sure if this is > right. When I type ?make? it appears to run and then gives this line: > Sean all good now ? From smccreadie at CanyonPartners.com Tue Jul 22 21:34:31 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Tue, 22 Jul 2008 18:34:31 -0700 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI Message-ID: <6A8A671AFE630144BC8AE1D84E6700B880CE1A@SR-ES-EMAIL01.canyonpartners.local> Chaim, Thank you very much for responding so quickly. I did as you said but I was unable to cp /usr/lib/httpd/modules/mod_fastcgi.so as this directory didn't exist on my system. I tried reinstalling httpd and httpd-devel, but it still didn't produce that directory. Any ideas? I'm gonna try some more things tonight when I get home. Thanks again for the help! Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ----- Original Message ----- From: Chaim Rieger To: Sean McCreadie Cc: rt-users at lists.bestpractical.com Sent: Tue Jul 22 12:10:40 2008 Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI sorry for top posting i install rt 3.8 on centos last night in about 2 hours make sure you have httpd-devel installed (this will install apr-utils wget latest fastcgi cp Makefile.AP2 Makefile change top_dir to /usr/lib/httpd in Makefile make make install cp /usr/lib/httpd/modules/mod_fascgi.so to /etc/httpd/modules create a fastcgi.conf file in /etc/httpd/conf.d/ in it should be the LoadModule directive restart httpd let me know if any issues Sean McCreadie wrote: > > Hello, > > I am trying to install RT 3.8 on Centos 5.2 from source. I have been > following the RHEL4 Install Guide on the wiki and trying to make it > work as best I can. Im running into a problem with installing FastCGI, > apparently http-devel build directories are in a different location > than they are in Centos4, and I think the FastCGI makefile needs to > represent this. I editing the makefile to point to /usr/lib/http for > the location of the Apache installation, but im not sure if this is > right. When I type ?make? it appears to run and then gives this line: > > ? /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such file > or directory > > mod_fastcgi.c: In function 'open_connection_to_fs': > > mod_fastcgi.c:1083: warning: dereferencing type-punned pointer will > break strict-aliasing rules > > make: *** [mod_fastcgi.slo] Error 1? > > Then when I try: service httpd start I get: > > ?Starting httpd: httpd: Syntax error on line 210 of > /etc/httpd/conf/httpd.conf: Syntax error on line 1 of > /etc/httpd/conf.d/FastCGI.conf: Cannot load > /etc/httpd/modules/mod_fastcgi.so into server: > /etc/httpd/modules/mod_fastcgi.so: cannot open shared object file: No > such file or directory? > > I understand its creating the error because the file doesn?t exist, > but Im lost as to what I need to do to correct it. If anyone has any > experience or ideas on this it will be greatly appreciated. Thanks again. > > Sean McCreadie > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -- Chaim Rieger -------------- next part -------------- An HTML attachment was scrubbed... URL: From gordon at cryologic.com Tue Jul 22 21:52:42 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 23 Jul 2008 11:52:42 +1000 Subject: [rt-users] Multipe rtname or branded queue with single RT instance? In-Reply-To: <589c94400807221818q1078b61en76c66fc66ee8c065@mail.gmail.com> References: <4886742D.6020102@cryologic.com> <589c94400807221818q1078b61en76c66fc66ee8c065@mail.gmail.com> Message-ID: <48868EEA.9090902@cryologic.com> Would it be simpler to have an "On Create" scrip which modifies the ticket subject to add the queue name? Gordon Ruslan Zakirov wrote: > With good regexp in the config and 3.6.7 (may be 3.6.6) it's possible. From elacour at easter-eggs.com Wed Jul 23 03:42:21 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 23 Jul 2008 09:42:21 +0200 Subject: [rt-users] combobox questions In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B31E244@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B31E244@platypus> Message-ID: <20080723074220.GA3615@easter-eggs.com> On Tue, Jul 22, 2008 at 10:04:07AM -0700, Kevin Freels wrote: > Greetings! > > Settings: RT 3.6.5 with FC8 > > I'm not sure if this is a bug or not. I think half of the problem may be > that I am misunderstanding set-up/function/etc. of just what a what a > combobox is and how it's configured. > > I have created a combobox (actually, a few) and added values. However, > when I add it to a queue, all I see is the description of the combobox > itself, but no actual entry field(s) of any kind. This is true for any > value, sort order, etc. > There were css issues that prevent you to see the input on IE, fixed in 3.6.7. You can grab the patch for 3.6.6 here which should apply on 3.6.5: http://rt3.fsck.com/Ticket/Display.html?id=9027&user=guest&pass=guest From G.E.Fowler at lboro.ac.uk Wed Jul 23 08:25:32 2008 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Wed, 23 Jul 2008 13:25:32 +0100 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <1216815932.27909.35.camel@squonk.lboro.ac.uk> On Tue, 2008-07-22 at 11:58 -0700, Sean McCreadie wrote: > ? /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such > file or directory yum install glibc-devel Try the compile again - it's nothing to do with the Apache libs, this is a core function you're missing the header file for. Graeme From richard.harold at maxima.co.uk Wed Jul 23 09:00:50 2008 From: richard.harold at maxima.co.uk (Richard Harold) Date: Wed, 23 Jul 2008 14:00:50 +0100 Subject: [rt-users] Noob alert--question about ticket explosion In-Reply-To: <487B864E.4060706@lbl.gov> References: <5E57A4BBA46F464F969B45562F21DE1401CF8FCD@hamail1.azurgroup.net> <487B864E.4060706@lbl.gov> Message-ID: <5E57A4BBA46F464F969B45562F21DE1401CF8FE6@hamail1.azurgroup.net> I don't think this is happening, If I try to open a ticket before or after a known ticket it comes up with "Could not load ticket 5000" etc Im stumped. It seems to have calmed down a little lately though -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: 14 July 2008 18:01 To: Richard Harold Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Noob alert--question about ticket explosion Richard, Try looking to see if RT is creating new tickets when a user "Replies" to a ticket. If they do a "ReplyAll" for a ticket, then RT could very possibly be creating a new ticket every time. The ticket queue should be set to do all the notifications needed and the users instructed to "Just Reply" and let RT do it's thing. Anyway, that's my thought. Kenn LBNL On 7/14/2008 12:04 AM, Richard Harold wrote: > Hi Guys, > > > > Im new to the world of RT and Open Source, but am in the final stages of > finishing of an RT helpdesk rollout. > > One thing that has confused me is all of a sudden when testing the > system with the users, tickets have jumped up from 500 to 1000 now they > are at 4000 odd. I know for a fact there hasn't been that many calls > raised, any idea what's going on? > > > > Thanks in advance > > > > Richard Harold > > > _DISCLAIMER: > > This message is intended only for the use of the person(s) ("the > intended recipient(s)") to whom it is addressed. > > It may contain information which is privileged, proprietary and/or > confidential within the meaning of applicable law. > > If you are not the intended recipient, be advised that you have received > this email in error and that any use, dissemination, forwarding, > printing or copying of this message (including any attachments) is > strictly prohibited. > > If you have received this message in error, please contact the sender of > this message as soon as possible. > > The views or opinions expressed in this message are those of the author > and may not necessarily be the views held by Maxima Holdings plc. > Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, > GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 > ____________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From sturner at MIT.EDU Wed Jul 23 09:22:04 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 23 Jul 2008 09:22:04 -0400 Subject: [rt-users] Noob alert--question about ticket explosion In-Reply-To: <5E57A4BBA46F464F969B45562F21DE1401CF8FE6@hamail1.azurgroup .net> References: <5E57A4BBA46F464F969B45562F21DE1401CF8FCD@hamail1.azurgroup.net> <487B864E.4060706@lbl.gov> <5E57A4BBA46F464F969B45562F21DE1401CF8FE6@hamail1.azurgroup.net> Message-ID: <6.2.3.4.2.20080723092028.02042d38@po14.mit.edu> At 7/23/2008 09:00 AM, Richard Harold wrote: >I don't think this is happening, > >If I try to open a ticket before or after a known ticket it comes up >with "Could not load ticket 5000" etc > >Im stumped. It seems to have calmed down a little lately though > Richard, What do you get if you do the query "select count(*) from Tickets;" in your database command line tool? Steve From cassandra at bestpractical.com Wed Jul 23 11:29:12 2008 From: cassandra at bestpractical.com (Cassandra Phillips-Sears) Date: Wed, 23 Jul 2008 11:29:12 -0400 Subject: [rt-users] RT Training - Oct 24 2008 - San Francisco, CA Message-ID: <48874E48.6050306@bestpractical.com> *RT Training Announcement - October 24, 2008* We're excited about the recent release of RT 3.8.0, and we're excited about the first training session to present new features and changes in 3.8. Come and join us! * *2008 RT Fall Training** We provide unparalleled instruction in how to get the most out of RT. On October 24, we will be offering an intensive one-day developer and administrator training session taught by the developers who built RT. This is the first training session where we will present new features and changes in RT 3.8. This comprehensive session will cover: * New features in RT 3.8 * 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 * Building 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 only be offered in: *San Francisco, CA* on *Friday, October 24th, 2008* We will be located at the Grand Hyatt San Francisco, easily accessible via public transportation. Register now to reserve your seat! Space is limited. *Reservations* To reserve your seat, please send mail to training at bestpractical.com with the names and email addresses of all attendees. *Private Training* 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. *Payment Policy* The cost of training is $995 USD and includes all necessary materials. Discounts are available for organizations sending more than one participant and for academic institutions. 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. Payment or purchase order must be received on or before the date two weeks prior to the class date. We accept payments by check or wire transfer. If payment is not received, your seat will be released. Please note that without a cancellation notification, you will still be responsible for the cost of the training class even if you do not attend. *Cancellation Policy* To cancel your reservation, please send mail to training at bestpractical.com with the names and email addresses of those who wish to cancel. * For any cancellations received on or before the date two weeks prior to the class date, the entire class fee will be refundable. * For any cancellations received after the date two weeks prior to the class date, Best Practical will charge a $250 USD cancellation fee. * For any cancellations received 72 hours prior to the start time of the class, the entire fee is non-refundable. - Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC From KFCrocker at lbl.gov Wed Jul 23 12:03:58 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 23 Jul 2008 09:03:58 -0700 Subject: [rt-users] Multipe rtname or branded queue with single RT instance? In-Reply-To: <48868EEA.9090902@cryologic.com> References: <4886742D.6020102@cryologic.com> <589c94400807221818q1078b61en76c66fc66ee8c065@mail.gmail.com> <48868EEA.9090902@cryologic.com> Message-ID: <4887566E.9030904@lbl.gov> Gordon, Try this in your template: Subject: Request #{$Ticket->Id} in Queue: {$Ticket->QueueObj->Name} has been created! ##rest of your template## ----------------------------------------------------------------------------------- Make sure you keep a blank line after the "Subject" header. What we do is put the Queue ID and Ticket number AFTER the subject line, like this: Subject: Request Titled: "{$Ticket->Subject}" has been created! ----------------------------------------------------------------------------------- TICKET INFORMATION: Queue : {$Ticket->QueueObj->Name} Number : {$Ticket->Id} Priority is: {$Ticket->Priority} Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} Created by: {$Ticket->CreatorObj->Name} Created on: {substr($Ticket->Created, 0, 10)} It's all a matter of how much detail you want to include in a notification. ALL of our templates are customized like you see above. Hope this helps. Kenn LBNL On 7/22/2008 6:52 PM, gordon at cryologic.com wrote: > Would it be simpler to have an "On Create" scrip which modifies the > ticket subject to add the queue name? > > Gordon > > Ruslan Zakirov wrote: >> With good regexp in the config and 3.6.7 (may be 3.6.6) it's possible. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 23 12:10:27 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 23 Jul 2008 09:10:27 -0700 Subject: [rt-users] Noob alert--question about ticket explosion In-Reply-To: <5E57A4BBA46F464F969B45562F21DE1401CF8FE6@hamail1.azurgroup.net> References: <5E57A4BBA46F464F969B45562F21DE1401CF8FCD@hamail1.azurgroup.net> <487B864E.4060706@lbl.gov> <5E57A4BBA46F464F969B45562F21DE1401CF8FE6@hamail1.azurgroup.net> Message-ID: <488757F3.9020502@lbl.gov> Richard, What do you mean when you say you can't open a ticket before or after a known ticket? If you are in the "Modify Ticket" page of ANY ticket, you obviously have the right to at least see the ticket. Did you get to the ticket thru normal RT navigation? or thru a link? Your privileges at the global and queue level would tell me a great deal at this point. I'm hoping you do not grant any rights to individual users, but use groups. What privileges have you set up at the global level? What privileges for the queue you are dealing with? Kenn LBNL On 7/23/2008 6:00 AM, Richard Harold wrote: > I don't think this is happening, > > If I try to open a ticket before or after a known ticket it comes up > with "Could not load ticket 5000" etc > > Im stumped. It seems to have calmed down a little lately though > > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: 14 July 2008 18:01 > To: Richard Harold > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Noob alert--question about ticket explosion > > Richard, > > > Try looking to see if RT is creating new tickets when a user > "Replies" > to a ticket. If they do a "ReplyAll" for a ticket, then RT could very > possibly be creating a new ticket every time. The ticket queue should be > > set to do all the notifications needed and the users instructed to "Just > > Reply" and let RT do it's thing. Anyway, that's my thought. > > > Kenn > LBNL > > On 7/14/2008 12:04 AM, Richard Harold wrote: >> Hi Guys, >> >> >> >> Im new to the world of RT and Open Source, but am in the final stages > of >> finishing of an RT helpdesk rollout. >> >> One thing that has confused me is all of a sudden when testing the >> system with the users, tickets have jumped up from 500 to 1000 now > they >> are at 4000 odd. I know for a fact there hasn't been that many calls >> raised, any idea what's going on? >> >> >> >> Thanks in advance >> >> >> >> Richard Harold >> >> >> _DISCLAIMER: >> >> This message is intended only for the use of the person(s) ("the >> intended recipient(s)") to whom it is addressed. >> >> It may contain information which is privileged, proprietary and/or >> confidential within the meaning of applicable law. >> >> If you are not the intended recipient, be advised that you have > received >> this email in error and that any use, dissemination, forwarding, >> printing or copying of this message (including any attachments) is >> strictly prohibited. >> >> If you have received this message in error, please contact the sender > of >> this message as soon as possible. >> >> The views or opinions expressed in this message are those of the > author >> and may not necessarily be the views held by Maxima Holdings plc. >> Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, >> GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 >> ____________________________________________________________________ >> This email has been scanned by the MessageLabs Email Security System. >> For more information please visit http://www.messagelabs.com/email >> ______________________________________________________________________ >> >> >> > ------------------------------------------------------------------------ >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > > ______________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > > _DISCLAIMER: > > This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. > > It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. > > If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. > > If you have received this message in error, please contact the sender of this message as soon as possible. > > The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. > Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 > ____________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > From raymond.richmond at ualberta.ca Wed Jul 23 13:34:22 2008 From: raymond.richmond at ualberta.ca (Richmond, Raymond) Date: Wed, 23 Jul 2008 11:34:22 -0600 Subject: [rt-users] RT 3.8.0 and WebExternalAuth failing. Message-ID: <6CB1FBAA6BAA04408A22C7883FC7982B5CD95D@titanium> Good morning. Built a new 3.8.0 install on Debian and have run into a problem getting WebExternalAuth to work. Everything works with it disabled, and I can confirm that when it is enabled that a valid REMOTE_USER is presented in the environment variables but RT refuses to pick up on it (or I am missing something that is different in 3.8 that worked in 3.6) and falls back to internal authentication. I see REMOTE_USER = testuser in my environment, and testuser is setup as username as well as Unix Login in user identity. Nothing shows up in debug log except for "Successful login" when I fall back to internal auth. Any ideas? -- -- Raymond Richmond phone:(780)492-9327 Team Lead, Network Operations Group fax:(780)492-1729 AICT email:raymond.richmond at ualberta.ca 103A General Services Building Edmonton, Alberta Canada T6G 2H1 Omnia mutantur nihil interit This communication is intended for the use of the recipient to which it is addressed, and may contain confidential, personal, and/or privileged information. Please contact us immediately if you are not the intended recipient of this communication. If you are not the intended recipient of this communication, do not copy, distribute, or take action on it. Any communication received in error, or subsequent reply, should be deleted or destroyed. -------------- next part -------------- An HTML attachment was scrubbed... URL: From richard.harold at maxima.co.uk Wed Jul 23 15:22:11 2008 From: richard.harold at maxima.co.uk (Richard Harold) Date: Wed, 23 Jul 2008 20:22:11 +0100 Subject: [rt-users] Noob alert--question about ticket explosion In-Reply-To: <488757F3.9020502@lbl.gov> References: <5E57A4BBA46F464F969B45562F21DE1401CF8FCD@hamail1.azurgroup.net> <487B864E.4060706@lbl.gov> <5E57A4BBA46F464F969B45562F21DE1401CF8FE6@hamail1.azurgroup.net> <488757F3.9020502@lbl.gov> Message-ID: <5E57A4BBA46F464F969B45562F21DE1401CF8FE8@hamail1.azurgroup.net> What I mean is, lets say I have a ticket 4999 and another ticket 5500, and I was do a simple search for ticket 5010 or 5499 I get that message as I said before. I have the rights to see all queues and groups. I am Superuser as defined in rt. -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: 23 July 2008 17:10 To: Richard Harold Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Noob alert--question about ticket explosion Richard, What do you mean when you say you can't open a ticket before or after a known ticket? If you are in the "Modify Ticket" page of ANY ticket, you obviously have the right to at least see the ticket. Did you get to the ticket thru normal RT navigation? or thru a link? Your privileges at the global and queue level would tell me a great deal at this point. I'm hoping you do not grant any rights to individual users, but use groups. What privileges have you set up at the global level? What privileges for the queue you are dealing with? Kenn LBNL On 7/23/2008 6:00 AM, Richard Harold wrote: > I don't think this is happening, > > If I try to open a ticket before or after a known ticket it comes up > with "Could not load ticket 5000" etc > > Im stumped. It seems to have calmed down a little lately though > > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: 14 July 2008 18:01 > To: Richard Harold > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Noob alert--question about ticket explosion > > Richard, > > > Try looking to see if RT is creating new tickets when a user > "Replies" > to a ticket. If they do a "ReplyAll" for a ticket, then RT could very > possibly be creating a new ticket every time. The ticket queue should be > > set to do all the notifications needed and the users instructed to "Just > > Reply" and let RT do it's thing. Anyway, that's my thought. > > > Kenn > LBNL > > On 7/14/2008 12:04 AM, Richard Harold wrote: >> Hi Guys, >> >> >> >> Im new to the world of RT and Open Source, but am in the final stages > of >> finishing of an RT helpdesk rollout. >> >> One thing that has confused me is all of a sudden when testing the >> system with the users, tickets have jumped up from 500 to 1000 now > they >> are at 4000 odd. I know for a fact there hasn't been that many calls >> raised, any idea what's going on? >> >> >> >> Thanks in advance >> >> >> >> Richard Harold >> >> >> _DISCLAIMER: >> >> This message is intended only for the use of the person(s) ("the >> intended recipient(s)") to whom it is addressed. >> >> It may contain information which is privileged, proprietary and/or >> confidential within the meaning of applicable law. >> >> If you are not the intended recipient, be advised that you have > received >> this email in error and that any use, dissemination, forwarding, >> printing or copying of this message (including any attachments) is >> strictly prohibited. >> >> If you have received this message in error, please contact the sender > of >> this message as soon as possible. >> >> The views or opinions expressed in this message are those of the > author >> and may not necessarily be the views held by Maxima Holdings plc. >> Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, >> GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 >> ____________________________________________________________________ >> This email has been scanned by the MessageLabs Email Security System. >> For more information please visit http://www.messagelabs.com/email >> ______________________________________________________________________ >> >> >> > ------------------------------------------------------------------------ >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > > ______________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > > _DISCLAIMER: > > This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. > > It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. > > If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. > > If you have received this message in error, please contact the sender of this message as soon as possible. > > The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. > Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 > ____________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From richard.harold at maxima.co.uk Wed Jul 23 15:23:25 2008 From: richard.harold at maxima.co.uk (Richard Harold) Date: Wed, 23 Jul 2008 20:23:25 +0100 Subject: [rt-users] Noob alert--question about ticket explosion In-Reply-To: <6.2.3.4.2.20080723092028.02042d38@po14.mit.edu> References: <5E57A4BBA46F464F969B45562F21DE1401CF8FCD@hamail1.azurgroup.net> <487B864E.4060706@lbl.gov> <5E57A4BBA46F464F969B45562F21DE1401CF8FE6@hamail1.azurgroup.net> <6.2.3.4.2.20080723092028.02042d38@po14.mit.edu> Message-ID: <5E57A4BBA46F464F969B45562F21DE1401CF8FE9@hamail1.azurgroup.net> Hi Stephen, Im waiting on the Mysql password to be able to try this search, I wasn't involved In the install so wasn't given the password. I will try this asap. Cheers -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: 23 July 2008 14:22 To: Richard Harold; Kenneth Crocker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Noob alert--question about ticket explosion At 7/23/2008 09:00 AM, Richard Harold wrote: >I don't think this is happening, > >If I try to open a ticket before or after a known ticket it comes up >with "Could not load ticket 5000" etc > >Im stumped. It seems to have calmed down a little lately though > Richard, What do you get if you do the query "select count(*) from Tickets;" in your database command line tool? Steve ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From KFCrocker at lbl.gov Wed Jul 23 15:35:21 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 23 Jul 2008 12:35:21 -0700 Subject: [rt-users] Noob alert--question about ticket explosion In-Reply-To: <5E57A4BBA46F464F969B45562F21DE1401CF8FE8@hamail1.azurgroup.net> References: <5E57A4BBA46F464F969B45562F21DE1401CF8FCD@hamail1.azurgroup.net> <487B864E.4060706@lbl.gov> <5E57A4BBA46F464F969B45562F21DE1401CF8FE6@hamail1.azurgroup.net> <488757F3.9020502@lbl.gov> <5E57A4BBA46F464F969B45562F21DE1401CF8FE8@hamail1.azurgroup.net> Message-ID: <488787F9.1000709@lbl.gov> Richard, That's odd. I just did the same thing and I can look at any ticket before or after the one I searched for. Have you tried running an SQL againt the ticket table in the DataBase? That should give you an idea of what is on those tickets and help find the cause. I'm not sure how MySQL is set up but in Oracle, I would look at the TICKETS table, the ACL table, and the GROUPS and USERS tables. What DataBase are you on? Kenn LBNL On 7/23/2008 12:22 PM, Richard Harold wrote: > What I mean is, lets say I have a ticket 4999 and another ticket 5500, > and I was do a simple search for ticket 5010 or 5499 I get that message > as I said before. I have the rights to see all queues and groups. I am > Superuser as defined in rt. > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: 23 July 2008 17:10 > To: Richard Harold > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Noob alert--question about ticket explosion > > Richard, > > > What do you mean when you say you can't open a ticket before or > after a > known ticket? If you are in the "Modify Ticket" page of ANY ticket, you > obviously have the right to at least see the ticket. Did you get to the > ticket thru normal RT navigation? or thru a link? Your privileges at the > > global and queue level would tell me a great deal at this point. I'm > hoping you do not grant any rights to individual users, but use groups. > What privileges have you set up at the global level? What privileges for > > the queue you are dealing with? > > > Kenn > LBNL > > On 7/23/2008 6:00 AM, Richard Harold wrote: >> I don't think this is happening, >> >> If I try to open a ticket before or after a known ticket it comes up >> with "Could not load ticket 5000" etc >> >> Im stumped. It seems to have calmed down a little lately though >> >> >> >> -----Original Message----- >> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] >> Sent: 14 July 2008 18:01 >> To: Richard Harold >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Noob alert--question about ticket explosion >> >> Richard, >> >> >> Try looking to see if RT is creating new tickets when a user >> "Replies" >> to a ticket. If they do a "ReplyAll" for a ticket, then RT could very >> possibly be creating a new ticket every time. The ticket queue should > be >> set to do all the notifications needed and the users instructed to > "Just >> Reply" and let RT do it's thing. Anyway, that's my thought. >> >> >> Kenn >> LBNL >> >> On 7/14/2008 12:04 AM, Richard Harold wrote: >>> Hi Guys, >>> >>> >>> >>> Im new to the world of RT and Open Source, but am in the final stages >> of >>> finishing of an RT helpdesk rollout. >>> >>> One thing that has confused me is all of a sudden when testing the >>> system with the users, tickets have jumped up from 500 to 1000 now >> they >>> are at 4000 odd. I know for a fact there hasn't been that many calls >>> raised, any idea what's going on? >>> >>> >>> >>> Thanks in advance >>> >>> >>> >>> Richard Harold >>> >>> >>> _DISCLAIMER: >>> >>> This message is intended only for the use of the person(s) ("the >>> intended recipient(s)") to whom it is addressed. >>> >>> It may contain information which is privileged, proprietary and/or >>> confidential within the meaning of applicable law. >>> >>> If you are not the intended recipient, be advised that you have >> received >>> this email in error and that any use, dissemination, forwarding, >>> printing or copying of this message (including any attachments) is >>> strictly prohibited. >>> >>> If you have received this message in error, please contact the sender >> of >>> this message as soon as possible. >>> >>> The views or opinions expressed in this message are those of the >> author >>> and may not necessarily be the views held by Maxima Holdings plc. >>> Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, > >>> GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 >>> ____________________________________________________________________ >>> This email has been scanned by the MessageLabs Email Security System. >>> For more information please visit http://www.messagelabs.com/email >>> > ______________________________________________________________________ >>> >>> > ------------------------------------------------------------------------ >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> >> ______________________________________________________________________ >> This email has been scanned by the MessageLabs Email Security System. >> For more information please visit http://www.messagelabs.com/email >> ______________________________________________________________________ >> >> _DISCLAIMER: >> >> This message is intended only for the use of the person(s) ("the > intended recipient(s)") to whom it is addressed. >> It may contain information which is privileged, proprietary and/or > confidential within the meaning of applicable law. >> If you are not the intended recipient, be advised that you have > received this email in error and that any use, dissemination, > forwarding, printing or copying of this message (including any > attachments) is strictly prohibited. >> If you have received this message in error, please contact the sender > of this message as soon as possible. >> The views or opinions expressed in this message are those of the > author and may not necessarily be the views held by Maxima Holdings plc. >> Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, > GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 >> ____________________________________________________________________ >> This email has been scanned by the MessageLabs Email Security System. >> For more information please visit http://www.messagelabs.com/email >> ______________________________________________________________________ >> > > > ______________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > > _DISCLAIMER: > > This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. > > It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. > > If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. > > If you have received this message in error, please contact the sender of this message as soon as possible. > > The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. > Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 > ____________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > From smccreadie at CanyonPartners.com Wed Jul 23 18:51:19 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 23 Jul 2008 15:51:19 -0700 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI In-Reply-To: <1216815932.27909.35.camel@squonk.lboro.ac.uk> References: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> <1216815932.27909.35.camel@squonk.lboro.ac.uk> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8BD1802@SR-ES-EMAIL01.canyonpartners.local> Thanks everyone for the help on this so far. I was able to get fastcgi compiled correctly, I think, but when I go to start Apache I get this error now: Stopping httpd: [FAILED] Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 [FAILED] I followed the Wiki for RHEL4 and the advice in this email trail and it seemed to work flawlessly until I tried to start the service. Any input would be greatly appreciated. Thanks again -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Graeme Fowler Sent: Wednesday, July 23, 2008 5:26 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI On Tue, 2008-07-22 at 11:58 -0700, Sean McCreadie wrote: > ? /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such > file or directory yum install glibc-devel Try the compile again - it's nothing to do with the Apache libs, this is a core function you're missing the header file for. Graeme _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From chaim.rieger at gmail.com Wed Jul 23 18:54:38 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Wed, 23 Jul 2008 22:54:38 +0000 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8BD1802@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local><1216815932.27909.35.camel@squonk.lboro.ac.uk><6A8A671AFE630144BC8AE1D84E6700B8BD1802@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <550399344-1216853732-cardhu_decombobulator_blackberry.rim.net-1188155470-@bxe207.bisx.prod.on.blackberry> I've seen this before Will look up my notes and send them later today Sent via BlackBerry from T-Mobile -----Original Message----- From: "Sean McCreadie" Date: Wed, 23 Jul 2008 15:51:19 To: Graeme Fowler; Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI Thanks everyone for the help on this so far. I was able to get fastcgi compiled correctly, I think, but when I go to start Apache I get this error now: Stopping httpd: [FAILED] Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 [FAILED] I followed the Wiki for RHEL4 and the advice in this email trail and it seemed to work flawlessly until I tried to start the service. Any input would be greatly appreciated. Thanks again -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Graeme Fowler Sent: Wednesday, July 23, 2008 5:26 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI On Tue, 2008-07-22 at 11:58 -0700, Sean McCreadie wrote: > ? /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such > file or directory yum install glibc-devel Try the compile again - it's nothing to do with the Apache libs, this is a core function you're missing the header file for. Graeme _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From pcollins at ipapplications.com Wed Jul 23 18:54:52 2008 From: pcollins at ipapplications.com (Peter Collins) Date: Wed, 23 Jul 2008 15:54:52 -0700 Subject: [rt-users] Add to a particular RT ticket/thread via email based on subject line Message-ID: <8529884CE1BBDC45949C2B182BACE76216EF902C@ex-1.vancouver.ipapp.com> Hi, it's been a while since I used RT and I'm not sure if I'm wording this question correctly, but... We have a decrepit ticketing system tied to a good monitoring system. When a machine or service goes down, it creates a ticket and sends a page and email. I want to start using RT here, and have our old ticketing system email tickets into RT. The problem is, How can RT recognize 2nd, 3rd, 4th, etc updates from the old system and add them into the same ticket thread? Like: Old system sends an email to RT with its own ticket number in the subject line. RT creates at ticket. So far so good. Old system has an update,such as the problem is trending down, or up, so it sends another email with the same ticket number in the subj line. RT creates a NEW ticket, right? how can I get RT to read that ticket number from the old system and add the comment to the original ticket? thanks in advance, Peter -------------- next part -------------- An HTML attachment was scrubbed... URL: From charles.duffy at gmail.com Wed Jul 23 23:31:21 2008 From: charles.duffy at gmail.com (Charles Duffy) Date: Thu, 24 Jul 2008 13:31:21 +1000 Subject: [rt-users] Disable ticket creation failed message for unknown users In-Reply-To: References: Message-ID: Hi, On Wed, Jul 23, 2008 at 11:00 AM, Charles Duffy wrote: > How do I stop RT replying to unknown users with the 'ticket creation > failed' message? OK, I solved the problem by using a procmail recipe to dump all mail coming from unknown users to a file, rather than piping it to rt-mailgate. I now have to maintain this recipe separately, so if anybody has a better/simpler solution I'd be grateful to hear it. I suppose I could autogenerate the recipe based on information in the database... Thanks, Charles Duffy From torben.nehmer at cancom.de Thu Jul 24 03:58:33 2008 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Thu, 24 Jul 2008 09:58:33 +0200 Subject: [rt-users] MySQL related Bugs in RT 3.8 while Upgrading from 3.6 Message-ID: <2100343CC6E60840AE5A814BA8A09CE0052A80F2@jetex001.int.cancom.de> Hi there, I have been testing the upgrade of our (originally Debian Based) RT 3.6.5 installation to RT 3.8 and found two bugs in the process: First, the script generating the necessary code to convert the Database from MySQL 4.0 to 4.1 and newer produces corrupt SQL at least in my case here. It has several occurrences of constructs like this: ALTER TABLE Groups MODIFIY Domain VARBINARY(64) NOT NULL DEFAULT NULL; Note, that the NOT NULL DEFAULT NULL contradicts itself, MySQL 5.0.51a (Debian) at least rejects it as a syntax error. When changing all of the above occurrences in the database to "NULL DEFAULT NULL" everything works. This seems as the best alternative to me, please correct me if I am wrong. "NOT NULL" in itself will produce errors, changing the default away from NULL might have consequences in RT itself. I do not have a patch here, as I have fixed the sql.queries script directly with vi. The second problem I have tested so far only with the RT Standalone server, I cannot say anything (yet) for other ways to run RT as I'm still in the process of testing everything. At least Debian MySQL 5.0.51a does by default initialize all connections in latin1 mode. So after converting the Database to correct UTF-8, MySQL does automatically convert any columns known as UTF-8 into the default connection charset latin1. This leads to all broken non-ASCII Chars all over the site except the Attachments (where RT itself appearantly does the conversion handling, as this is a BINARY field). I was unable to change MySQLs default behavior using my.cnf - this isn't sensible anyway, as this could have side effects with other applications that do make any implicit assumption about the connection character set. After some testing I found an easy way (for MySQL) to actually enforce the usage of UTF-8 as connection charset inside RT by patching the connection startup in Handle.pm like this: --- /home/nehmer/src/rt-3.8.0/lib/RT/Handle.pm 2008-06-14 00:06:41.000000000 +0200 +++ Handle.pm 2008-07-24 09:33:14.208864208 +0200 @@ -113,6 +113,11 @@ ); $self->dbh->{'LongReadLen'} = RT->Config->Get('MaxAttachmentSize'); + + if ( RT->Config->Get('DatabaseType') eq 'mysql' ) { + $self->dbh->do("set character set utf8"); + $self->dbh->do("set names utf8"); + } } =head2 BuildDSN Here again I am not sure if this is the best solution (I would have assumed that DBI does this automagically when Perl's in UTF-8 mode), but it most certainly does work. So far I could not find another working solution. Any default character set I define in my.cnf seems to have no effect at this point, as well as the Locale I use when starting up the Standalone server (I was testing it with both POSIX and de_DE.UTF8. I would appreciate some feedback on these two patches, whether they are ok or if they are additional points I might have missed. Especially, since so far I have only had time for rudimentary testing. Apart from that I'd like to say: Good Work! RT 3.8 looks really promising. Can't wait for 3.8.1, which we'll most probably take into production when it comes out. Yours, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ccelhf at nus.edu.sg Thu Jul 24 08:37:21 2008 From: ccelhf at nus.edu.sg (Hong-Fai Leong) Date: Thu, 24 Jul 2008 20:37:21 +0800 Subject: [rt-users] Urgent help on multi-stage approvals Message-ID: <48887781.8040403@nus.edu.sg> I've followed the example in "RT Essentials" on configuring a multi-stage approval. It worked beautifully in v3.6.3. It fails to work after I've upgraded RT to 3.6.7. In 3.6.3, the second approver will only receive an email upon the first approval resolution of the approving ticket. In 3.6.7, both the approvers will receive emails at the same time. Can somebody enlighten me on how to make 3.6.7 behaviour revert to those in 3.6.3? This is important to what I'm about to do for the organization. Any advice is much appreciated. Thanks. -- Hong-Fai LEONG (Mr) :: Manager, ITU, Faculty of Science :: National University of Singapore :: Blk S16 Level 2, 6 Science Drive 2, Singapore 117546 :: 65-6516 8328 (DID) :: 65-6777 0607 (Fax) :: scilhf at nus.edu.sg (E) :: www.nus.edu.sg (W) :: Company Registration No: 200604346E Important: This email is confidential and may be privileged. If you are not the intended recipient, please delete it and notify us immediately; you should not copy or use it for any purpose, nor disclose its contents to any other person. Thank you. From chrisc.email at abshernw.com Thu Jul 24 10:48:01 2008 From: chrisc.email at abshernw.com (Chris Crow) Date: Thu, 24 Jul 2008 07:48:01 -0700 Subject: [rt-users] Incorrect URLs in some searches after upgrade to rt 3.8.0 In-Reply-To: <48862358.4060506@abshernw.com> References: <488620B2.5070704@abshernw.com> <48862358.4060506@abshernw.com> Message-ID: <48889621.60203@abshernw.com> Chris Crow wrote: > It seems to be affecting saved searches (custom searches, owned tickets, > etc) > > Anytime I create a NEW server, it works fine. > > Chris Crow wrote: > >> For some reason, some of the links to tickets are using an incorrect URL. >> >> I just upgraded our test system to RT 3.8.0 from 3.6.5 (Which was a >> debian native package). The previous config for the url was >> /rt, the new url is simply . >> >> This works most of the time, except for some of the previous ticket >> queries, which still use the old URLs. >> >> I've been hunting through the apache2 config data, and can't find >> anything that would seem to affect it. >> >> I have also been looking around the database to see if there is a >> reference there. >> >> I've attached my RT config files as well. >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > I have gotten around the problem by putting this into my settings: RewriteRule ^/rt/(.*) http://rt.example.com/$1 [R] From KFCrocker at lbl.gov Thu Jul 24 12:04:42 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 24 Jul 2008 09:04:42 -0700 Subject: [rt-users] Add to a particular RT ticket/thread via email based on subject line In-Reply-To: <8529884CE1BBDC45949C2B182BACE76216EF902C@ex-1.vancouver.ipapp.com> References: <8529884CE1BBDC45949C2B182BACE76216EF902C@ex-1.vancouver.ipapp.com> Message-ID: <4888A81A.80205@lbl.gov> Peter, I may be wrong, but I think that unless you can find a way for your originating system (old) to know what ticket number was created (in RT) in correspondence to it's own number, it will never work. If you COULD do that, then I would suggest that every "subsequent addendum" (to an existing ticket) that is created have the RT email address become a "Bcc" and put the ticket number reference in the subject line. Otherwise, you'd just keep getting new tickets. Sorry I can't help more. Kenn LBNL On 7/23/2008 3:54 PM, Peter Collins wrote: > Hi, it's been a while since I used RT and I'm not sure if I'm wording > this question correctly, but... > > We have a decrepit ticketing system tied to a good monitoring system. > When a machine or service goes down, it creates a ticket and sends a > page and email. > > I want to start using RT here, and have our old ticketing system email > tickets into RT. The problem is, How can RT recognize 2nd, 3rd, 4th, etc > updates from the old system and add them into the same ticket thread? > > Like: > > Old system sends an email to RT with its own ticket number in the > subject line. > > RT creates at ticket. So far so good. > > Old system has an update,such as the problem is trending down, or up, so > it sends another email with the same ticket number in the subj line. > > RT creates a NEW ticket, right? how can I get RT to read that ticket > number from the old system and add the comment to the original ticket? > > thanks in advance, > > Peter > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From falcone at bestpractical.com Thu Jul 24 12:15:19 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2008 12:15:19 -0400 Subject: [rt-users] Add to a particular RT ticket/thread via email based on subject line In-Reply-To: <8529884CE1BBDC45949C2B182BACE76216EF902C@ex-1.vancouver.ipapp.com> References: <8529884CE1BBDC45949C2B182BACE76216EF902C@ex-1.vancouver.ipapp.com> Message-ID: <7EECACBA-2AF8-4F5D-A6D4-1C8E69CA0BC1@bestpractical.com> On Jul 23, 2008, at 6:54 PM, Peter Collins wrote: > Old system sends an email to RT with its own ticket number in the > subject line. > > RT creates at ticket. So far so good. > > Old system has an update,such as the problem is trending down, or > up, so it sends another email with the same ticket number in the > subj line. > > RT creates a NEW ticket, right? how can I get RT to read that ticket > number from the old system and add the comment to the original ticket? You'll need to write code for this. You can extend the ParseTicketId method in RT::Interface::Email -kevin From curtisb at vianet.ca Thu Jul 24 15:50:28 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 24 Jul 2008 15:50:28 -0400 Subject: [rt-users] DB upgrade from 3.4.4 to 3.8.0. Message-ID: <4888DD04.8070207@vianet.ca> I'm having an issue with the mysql 4.0 -> 4.1 conversion, the script performs ok (i had to update my DBD::mysql) it generates the proper SQL, I went a step further and merged each tables ALTER into two commands (before-after) so our bigger tables didn't have to dump more then it needs to (very time consuming).. I have run into an issue with our Users table, we have several emails with french accents (?) that seem to convert properly but the UNIQUE contraint complains that ? and e are the same, I had tried removing the constraint and it converts but won't let me add the index again, i had to change my client charset to view the chars properly in mysql client once converted to utf8 from latin1. Does anyone know how I can solve this? Does the server need a setting to differentiate the two in UTF8? Thanks Curtis From curtisb at vianet.ca Thu Jul 24 16:33:52 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 24 Jul 2008 16:33:52 -0400 Subject: [rt-users] DB upgrade from 3.4.4 to 3.8.0. In-Reply-To: <4888DD04.8070207@vianet.ca> References: <4888DD04.8070207@vianet.ca> Message-ID: <4888E730.1030403@vianet.ca> Curtis Bruneau wrote: > I'm having an issue with the mysql 4.0 -> 4.1 conversion, the script > performs ok (i had to update my DBD::mysql) it generates the proper > SQL, I went a step further and merged each tables ALTER into two > commands (before-after) so our bigger tables didn't have to dump more > then it needs to (very time consuming).. > > I have run into an issue with our Users table, we have several emails > with french accents (?) that seem to convert properly but the UNIQUE > contraint complains that ? and e are the same, I had tried removing > the constraint and it converts but won't let me add the index again, i > had to change my client charset to view the chars properly in mysql > client once converted to utf8 from latin1. Does anyone know how I can > solve this? Does the server need a setting to differentiate the two in > UTF8? > > Thanks > > Curtis > Interesting to note for Users, when i do a direct conversion (skip the first alter) it seems to work out fine, it's able to differentiate the two chars. Also something to note we sometimes have emails show up with accents so the ascii char set for EmailAddress breaks the char where the old latin1 was fine, whether or not those chars are valid emails i'm not sure but if the user sets it as that it will be recognized. Below is an example of both conversions. I'll probably have to apply my own logic to some of these conversions to make sure they go ok, I'll be testing shortly not that the tables have somewhat converted. ##DIRECT mysql> ALTER TABLE Users DEFAULT CHARACTER SET utf8; Query OK, 183991 rows affected (6.97 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql> ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; Query OK, 183991 rows affected, 34 warnings (5.19 sec) Records: 183991 Duplicates: 0 Warnings: 0 ## BINARY CONVERT mysql> ALTER TABLE Users DROP INDEX Users1; Query OK, 183991 rows affected (4.97 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql> ALTER TABLE Users DEFAULT CHARACTER SET utf8; Query OK, 183991 rows affected (6.95 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql> ALTER TABLE Users MODIFY WebEncoding VARBINARY(16) NULL DEFAULT NULL, MODIFY AuthSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY PGPKey BLOB NULL DEFAULT NULL, MODIFY Password VARBINARY(40) NULL DEFAULT NULL, MODIFY MobilePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY WorkPhone VARBINARY(30) NULL DEFAULT NULL, MODIFY PagerPhone VARBINARY(30) NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARBINARY(100) NULL DEFAULT NULL, MODIFY ContactInfoSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY HomePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY Address1 VARBINARY(200) NULL DEFAULT NULL, MODIFY ExternalAuthId VARBINARY(100) NULL DEFAULT NULL, MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARBINARY(16) NULL DEFAULT NULL, MODIFY Address2 VARBINARY(200) NULL DEFAULT NULL, MODIFY Timezone VARBINARY(50) NULL DEFAULT NULL, MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY RealName VARBINARY(120) NULL DEFAULT NULL, MODIFY City VARBINARY(100) NULL DEFAULT NULL, MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL, MODIFY EmailEncoding VARBINARY(16) NULL DEFAULT NULL, MODIFY State VARBINARY(100) NULL DEFAULT NULL, MODIFY Signature TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Zip VARBINARY(16) NULL DEFAULT NULL, MODIFY Organization VARBINARY(200) NULL DEFAULT NULL, MODIFY Lang VARBINARY(16) NULL DEFAULT NULL, MODIFY Gecos VARBINARY(16) NULL DEFAULT NULL, MODIFY Country VARBINARY(50) NULL DEFAULT NULL, MODIFY Name VARBINARY(200) NOT NULL DEFAULT ''; Query OK, 183991 rows affected (8.25 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql> ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; Query OK, 183991 rows affected (8.57 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql> ALTER TABLE Users ADD UNIQUE KEY `Users1` USING BTREE (`Name`); ERROR 1062 (23000): Duplicate entry 'securite at blahtest.com' for key 2 Curtis From curtisb at vianet.ca Thu Jul 24 17:00:51 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 24 Jul 2008 17:00:51 -0400 Subject: [rt-users] DB upgrade from 3.4.4 to 3.8.0. In-Reply-To: <4888E730.1030403@vianet.ca> References: <4888DD04.8070207@vianet.ca> <4888E730.1030403@vianet.ca> Message-ID: <4888ED83.5070809@vianet.ca> Curtis Bruneau wrote: > Curtis Bruneau wrote: >> I'm having an issue with the mysql 4.0 -> 4.1 conversion, the script >> performs ok (i had to update my DBD::mysql) it generates the proper >> SQL, I went a step further and merged each tables ALTER into two >> commands (before-after) so our bigger tables didn't have to dump more >> then it needs to (very time consuming).. >> >> I have run into an issue with our Users table, we have several emails >> with french accents (?) that seem to convert properly but the UNIQUE >> contraint complains that ? and e are the same, I had tried removing >> the constraint and it converts but won't let me add the index again, >> i had to change my client charset to view the chars properly in mysql >> client once converted to utf8 from latin1. Does anyone know how I can >> solve this? Does the server need a setting to differentiate the two >> in UTF8? >> >> Thanks >> >> Curtis >> > Interesting to note for Users, when i do a direct conversion (skip the > first alter) it seems to work out fine, it's able to differentiate the > two chars. Also something to note we sometimes have emails show up > with accents so the ascii char set for EmailAddress breaks the char > where the old latin1 was fine, whether or not those chars are valid > emails i'm not sure but if the user sets it as that it will be > recognized. Below is an example of both conversions. I'll probably > have to apply my own logic to some of these conversions to make sure > they go ok, I'll be testing shortly not that the tables have somewhat > converted. > > > ##DIRECT > mysql> ALTER TABLE Users DEFAULT CHARACTER SET > utf8; > > Query OK, 183991 rows affected (6.97 sec) > Records: 183991 Duplicates: 0 Warnings: 0 > > > mysql> ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET > ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET > utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET > utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET > utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET > utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) > CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem > VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone > VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 > VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY > ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, > MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY > EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, > MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT > NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY > Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY > Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos > VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country > VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name > VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; > Query OK, 183991 rows affected, 34 warnings (5.19 sec) > Records: 183991 Duplicates: 0 Warnings: 0 > > ## BINARY CONVERT > mysql> ALTER TABLE Users DROP INDEX Users1; > Query OK, 183991 rows affected (4.97 sec) > Records: 183991 Duplicates: 0 Warnings: 0 > > mysql> ALTER TABLE Users DEFAULT CHARACTER SET utf8; > Query OK, 183991 rows affected (6.95 sec) > Records: 183991 Duplicates: 0 Warnings: 0 > > mysql> ALTER TABLE Users MODIFY WebEncoding VARBINARY(16) NULL DEFAULT > NULL, MODIFY AuthSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY PGPKey > BLOB NULL DEFAULT NULL, MODIFY Password VARBINARY(40) NULL DEFAULT > NULL, MODIFY MobilePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY > WorkPhone VARBINARY(30) NULL DEFAULT NULL, MODIFY PagerPhone > VARBINARY(30) NULL DEFAULT NULL, MODIFY ExternalContactInfoId > VARBINARY(100) NULL DEFAULT NULL, MODIFY ContactInfoSystem > VARBINARY(30) NULL DEFAULT NULL, MODIFY HomePhone VARBINARY(30) NULL > DEFAULT NULL, MODIFY Address1 VARBINARY(200) NULL DEFAULT NULL, MODIFY > ExternalAuthId VARBINARY(100) NULL DEFAULT NULL, MODIFY Comments TEXT > CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARBINARY(16) > NULL DEFAULT NULL, MODIFY Address2 VARBINARY(200) NULL DEFAULT NULL, > MODIFY Timezone VARBINARY(50) NULL DEFAULT NULL, MODIFY > FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY > RealName VARBINARY(120) NULL DEFAULT NULL, MODIFY City VARBINARY(100) > NULL DEFAULT NULL, MODIFY EmailAddress VARBINARY(120) NULL DEFAULT > NULL, MODIFY EmailEncoding VARBINARY(16) NULL DEFAULT NULL, MODIFY > State VARBINARY(100) NULL DEFAULT NULL, MODIFY Signature TEXT > CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Zip VARBINARY(16) NULL > DEFAULT NULL, MODIFY Organization VARBINARY(200) NULL DEFAULT NULL, > MODIFY Lang VARBINARY(16) NULL DEFAULT NULL, MODIFY Gecos > VARBINARY(16) NULL DEFAULT NULL, MODIFY Country VARBINARY(50) NULL > DEFAULT NULL, MODIFY Name VARBINARY(200) NOT NULL DEFAULT ''; > Query OK, 183991 rows affected (8.25 sec) > Records: 183991 Duplicates: 0 Warnings: 0 > > mysql> ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET > ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET > utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET > utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET > utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET > utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) > CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem > VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone > VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 > VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY > ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, > MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY > EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, > MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT > NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, > MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY > Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY > Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos > VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country > VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name > VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; > Query OK, 183991 rows affected (8.57 sec) > Records: 183991 Duplicates: 0 Warnings: 0 > > mysql> ALTER TABLE Users ADD UNIQUE KEY `Users1` USING BTREE (`Name`); > ERROR 1062 (23000): Duplicate entry 'securite at blahtest.com' for key 2 > > > Curtis > This has brought up a similar issue where if the client charset is in UTF8 it doesn't see the converted characters as valid UTF8, so I'm definitely in a bind to get it converted properly where the constraints work properly but the display works fine in UTF8 (presumably). Has anyone else had these issues? Thanks for your time Curtis From gordon at cryologic.com Thu Jul 24 18:04:21 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 25 Jul 2008 08:04:21 +1000 Subject: [rt-users] Add to a particular RT ticket/thread via email based on subject line In-Reply-To: <8529884CE1BBDC45949C2B182BACE76216EF902C@ex-1.vancouver.ipapp.com> References: <8529884CE1BBDC45949C2B182BACE76216EF902C@ex-1.vancouver.ipapp.com> Message-ID: <4888FC65.7000102@cryologic.com> You could have an "On Create" scrip which parses the subject line and links tickets with the same Old System Number in some ordered fashion. Gordon Peter Collins wrote: > Hi, it's been a while since I used RT and I'm not sure if I'm wording > this question correctly, but... > > We have a decrepit ticketing system tied to a good monitoring system. > When a machine or service goes down, it creates a ticket and sends a > page and email. > > I want to start using RT here, and have our old ticketing system email > tickets into RT. The problem is, How can RT recognize 2nd, 3rd, 4th, etc > updates from the old system and add them into the same ticket thread? > > Like: > > Old system sends an email to RT with its own ticket number in the > subject line. > > RT creates at ticket. So far so good. > > Old system has an update,such as the problem is trending down, or up, so > it sends another email with the same ticket number in the subj line. > > RT creates a NEW ticket, right? how can I get RT to read that ticket > number from the old system and add the comment to the original ticket? > > thanks in advance, > > Peter > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ccelhf at nus.edu.sg Thu Jul 24 20:42:51 2008 From: ccelhf at nus.edu.sg (Hong-Fai Leong) Date: Fri, 25 Jul 2008 08:42:51 +0800 Subject: [rt-users] Urgent help on multi-stage approvals Message-ID: <4889218B.2070802@nus.edu.sg> I've followed the example in "RT Essentials" on configuring a multi-stage approval. It worked beautifully in v3.6.3. It fails to work after I've upgraded RT to 3.6.7. In 3.6.3, the second approver will only receive an email upon the first approval resolution of the approving ticket. In 3.6.7, both the approvers will receive emails at the same time. Can somebody enlighten me on how to make 3.6.7 behaviour revert to those in 3.6.3? This is important to what I'm about to do for the organization. Any advice is much appreciated. Thanks. -- Hong-Fai LEONG (Mr) :: Manager, ITU, Faculty of Science :: National University of Singapore :: Blk S16 Level 2, 6 Science Drive 2, Singapore 117546 :: 65-6516 8328 (DID) :: 65-6777 0607 (Fax) :: scilhf at nus.edu.sg (E) :: www.nus.edu.sg (W) :: Company Registration No: 200604346E Important: This email is confidential and may be privileged. If you are not the intended recipient, please delete it and notify us immediately; you should not copy or use it for any purpose, nor disclose its contents to any other person. Thank you. From hongfai at gmail.com Thu Jul 24 22:51:13 2008 From: hongfai at gmail.com (Hong Fai Leong) Date: Fri, 25 Jul 2008 10:51:13 +0800 Subject: [rt-users] Urgent help on multi-stage approvals Message-ID: I've followed the example in "RT Essentials" on configuring a multistage approval. It worked beautifully in v3.6.3. It fails to work after I've upgraded RT to v3.6.7. In 3.6.3, the second approver will only receive an email upon the first approval resolution of the approving ticket. In 3.6.7, both approvers will receive emails at the same time. Can someone confirm this behaviour? I would really like to have back the behaviour found in 3.6.3. Can anyone out there who can help me on this. This is really important in what I'm going to do in my organization. Any advice is much appreciated. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From F350bidon at yahoo.com Fri Jul 25 04:07:49 2008 From: F350bidon at yahoo.com (F350) Date: Fri, 25 Jul 2008 01:07:49 -0700 (PDT) Subject: [rt-users] Mandatory Custom Fields in 3.8 In-Reply-To: <18565630.post@talk.nabble.com> References: <18565630.post@talk.nabble.com> Message-ID: <18647127.post@talk.nabble.com> Can anyone help please ? Just tell me if it is possible or not :) Thanks F350 wrote: > > Greetings all, > > I was wondering if there is a way to oblige users to fill in custom > fields before resolving tickets. > Can we do that in RT 3.8.0 ? I created a custom field of type "Select one > value" and I would like the support team to select a value before closing > each ticket. That would help for the end of the semester statistics. > > Thanks > -- View this message in context: http://www.nabble.com/Mandatory-Custom-Fields-in-3.8-tp18565630p18647127.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Fri Jul 25 04:19:25 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 25 Jul 2008 10:19:25 +0200 Subject: [rt-users] Mandatory Custom Fields in 3.8 In-Reply-To: <18647127.post@talk.nabble.com> References: <18565630.post@talk.nabble.com> <18647127.post@talk.nabble.com> Message-ID: <20080725081925.GC13669@easter-eggs.com> On Fri, Jul 25, 2008 at 01:07:49AM -0700, F350 wrote: > > Can anyone help please ? Just tell me if it is possible or not :) > Thanks > > > F350 wrote: > > > > Greetings all, > > > > I was wondering if there is a way to oblige users to fill in custom > > fields before resolving tickets. > > Can we do that in RT 3.8.0 ? I created a custom field of type "Select one > > value" and I would like the support team to select a value before closing > > each ticket. That would help for the end of the semester statistics. > > You can make it "mandatory" in the CF configuration, then you can add the Callback http://wiki.bestpractical.com/view/EditCustomFieldsOnUpdate to let you're users edit CFs when clocking on resolve. From tbskyd at gmail.com Fri Jul 25 04:58:30 2008 From: tbskyd at gmail.com (d tbsky) Date: Fri, 25 Jul 2008 16:58:30 +0800 Subject: [rt-users] strange subject charset Message-ID: <49002b820807250158u3edbb3cco88ee4bb76c1ac694@mail.gmail.com> hi: i am using rt 3.4.5 now and tried to upgrade to 3.8.0 in another machine. after upgrade, i found the Chinese characters in the subject of old tickets become "???????". others fields are ok. i go to the attachment table with phpMyAdmin and found situation below: the subject data in rt 3.4.5 table is encoded by some method. it's not utf8. but the subject data present as utf8 correctly in browser. after upgrade: the subject data in rt 3.8.0 table is now utf8.(they are converted by the upgrade procedure!!) but the subject data now present as "???????" in browser. if I key-in new data in rt 3.8.0, they look like rt 3.4.5: the subject data in database is encoded, not utf8. they can show correctly as utf8 in browser. in fact, i like my data as utf8 in database, they look better. but more important, they must show correctly in browser. how can i fix this? maybe i should set some parameters or update some perl modules? thanks a lot for help!! From sartak at bestpractical.com Fri Jul 25 07:12:49 2008 From: sartak at bestpractical.com (Shawn M Moore) Date: Fri, 25 Jul 2008 07:12:49 -0400 Subject: [rt-users] Mandatory Custom Fields in 3.8 In-Reply-To: <18647127.post@talk.nabble.com> References: <18565630.post@talk.nabble.com> <18647127.post@talk.nabble.com> Message-ID: <20080725111249.GI21783@bestpractical.com> On Fri, Jul 25, 2008 at 01:07:49AM -0700, F350 wrote: > > Can anyone help please ? Just tell me if it is possible or not :) > Thanks Yes. This is what the "Validation" field does for Custom Fields. Go to your custom field's edit page and select: (?#Mandatory). If you're adventurous, this can be an arbitrary Perl regular expression. > > > F350 wrote: > > > > Greetings all, > > > > I was wondering if there is a way to oblige users to fill in custom > > fields before resolving tickets. > > Can we do that in RT 3.8.0 ? I created a custom field of type "Select one > > value" and I would like the support team to select a value before closing > > each ticket. That would help for the end of the semester statistics. > > > > Thanks > > > > -- > View this message in context: http://www.nabble.com/Mandatory-Custom-Fields-in-3.8-tp18565630p18647127.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Jason.Doran at nuim.ie Fri Jul 25 06:29:43 2008 From: Jason.Doran at nuim.ie (Jason Doran) Date: Fri, 25 Jul 2008 11:29:43 +0100 Subject: [rt-users] RT version 3.8.0 and RT-Authen-ExternalAuth-0.05 Message-ID: Hi, I have just installed RT 3.8.0 and RT-Authen-ExternalAuth-0.05. *Before* I post a more detailed report, I just would like to know if this is known to work with the new RT. When I start apache I see this this is 'talking' initially to my OpenLDAP, but when I try to authenticate as an OpenLDAP user I get "your username and password is incorrect". I see no activity at this point on my OpenLDAP. My RT_SiteConfig.pm ldap details look OK (although I do have some questions about some options) I simply see in /var/log/messages: (I presume that Set($LogToSyslog , 'debug'); gives the most details) Jul 25 10:37:06 rt RT: FAILED LOGIN for jbloggs from 149.157.xx.yy (/ opt/rt3/share/html/autohandler:265) I see that RT-Authen-ExternalAuth is installed in: [root at rt plugins]# pwd /opt/rt3/local/plugins [root at rt plugins]# ls RT-Authen-ExternalAuth which is a different path [I think] to previous versions of RT. Regards, Jason Doran National University of Ireland, Maynooth -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4617 bytes Desc: not available URL: From brianbuchanan at interfast.ca Fri Jul 25 11:11:52 2008 From: brianbuchanan at interfast.ca (Brian Buchanan) Date: Fri, 25 Jul 2008 11:11:52 -0400 Subject: [rt-users] RT version 3.8.0 and RT-Authen-ExternalAuth-0.05 In-Reply-To: References: Message-ID: <1216998712.26336.27.camel@c3430.interfast.ca> I can say it works with Active Directory. I had to install perl-LDAP though, on my CentOS5 machine. yum install perl-LDAP I had just got the plugin working under 3.6.6 when 3.8.0 came out. I moved my 3.6.6 directory out of the way, did it's install, and then ran the ExternalAuth install. I noticed the path changed too when I copied over the plugin's RT_SiteConfig.pm file and had to fix the require line in my main RT_SiteConfig.pm. In case this can help, here's a stripped and manually redacted version of my RT_SiteConfig.pm in the Plugin's etc/ directory which works in my Windows 2000 Active Directory environment: (It's included via the main RT_SiteConfig.pm with a 'require "/opt/rt3/local/plugins/RT-AuthenExternalAuth/etc/RT_SiteConfig.pm";' line) Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'adomaincontroller.example.com', 'user' => 'CN=RTLDAPLookupUser,OU=someou,DC=example,DC=com', 'pass' => 'passwordofrtlookupuser', 'base' => 'DC=example,DC=com', 'filter' => '(objectClass=Person)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'net_ldap_args' => [ version => 3 ], 'group' => '', 'group_attr' => '', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } ], } } ); 1; I also used ldapdisplay to test the ldap query of the Active Directory: ldapsearch -LLL -x -D "CN=RTLDAPLookupUser,OU=someou,DC=example,DC=com" -w passwordofrtlookupuser -h adomaincontroller.example.com "(&(sAMAccountName=BRIAN)(objectClass=Person))" BTW, for about an hour I found I was changing the left side of the password of the RT lookup user in RT_SiteConfig.pm, (The parameter name) rather than the right side, the value. I don't know why, I was just replacing `user` with the user and `pass` with the password I guess, even though I did the correct right-side replacement on everything else. HTH. Brian On Fri, 2008-07-25 at 11:29 +0100, Jason Doran wrote: > Hi, > I have just installed RT 3.8.0 and RT-Authen-ExternalAuth-0.05. > > *Before* I post a more detailed report, I just would like to know if > this > is known to work with the new RT. From scott at lackluster.net Fri Jul 25 12:40:34 2008 From: scott at lackluster.net (scott) Date: Fri, 25 Jul 2008 09:40:34 -0700 Subject: [rt-users] Mandatory Custom Fields in 3.8 In-Reply-To: <20080725111249.GI21783@bestpractical.com> References: <18565630.post@talk.nabble.com> <18647127.post@talk.nabble.com> <20080725111249.GI21783@bestpractical.com> Message-ID: <488A0202.1060105@lackluster.net> Shawn M Moore wrote: > Yes. This is what the "Validation" field does for Custom Fields. Go to > your custom field's edit page and select: > > (?#Mandatory). > > If you're adventurous, this can be an arbitrary Perl regular expression. Is it possible to require a mandatory field using a regex? Unfortunately I'm not at a terminal where I can get into RT and check, and I'll probably forget by then anyway. :P Thanks. -scott From moseley at hank.org Fri Jul 25 13:42:58 2008 From: moseley at hank.org (Bill Moseley) Date: Fri, 25 Jul 2008 10:42:58 -0700 Subject: [rt-users] Workflow for release management Message-ID: <20080725174258.GE8364@hank.org> I've been scanning the archives for ideas about release management. Our specific sticking point is to better handle the testing (QA) and release process in RT. I'm hoping someone here can offer suggestions. In a small organization we have a few different projects we manage. We are currently using a number of RT queues to collect bug reports and feature requests. At any given time we have a pool of tickets. We would like to select a subset of these tickets for our "next release", which our goal is to do every two weeks. We then have about ten or so developers that work on implementing these tickets. Then, once completed, pass the tickets off to the testing team (one or two individuals). Tickets are then accepted or rejected (and sent back to development). Once all tickets are accepted (or delayed for another release) we need to release. Ideally, all tickets should then be tagged to that release so if we need to look back we can see what ticket was associated with a given release. Clearly, we will want a way to easily view and select tickets for each phase of the process. Is anyone working with a similar process? Could you describe how you are supporting this workflow with RT? I'm not clear, for example, if it makes sense to use separate queues for the different phases, or custom fields to indicate that a ticket has been selected for the next release, and if it's in development, QA, or pending release. Our plan is to also tightly couple RT with subversion. The goal is to not allow any subversion checkins that do not include an RT ticket number (with the flexibility to allow creation of new RT tickets upon checkin). The log message of the checking will be added to the ticket and the check in will also create a link in the RT ticket back to the subversion change set. I assume this will not be too difficult to implement, but I assume it's also not uncommon usage so suggestions or pointers are very welcome, too. Thanks very much, -- Bill Moseley moseley at hank.org From KFCrocker at lbl.gov Fri Jul 25 14:40:40 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 25 Jul 2008 11:40:40 -0700 Subject: [rt-users] Workflow for release management In-Reply-To: <20080725174258.GE8364@hank.org> References: <20080725174258.GE8364@hank.org> Message-ID: <488A1E28.1090604@lbl.gov> Bill, Sounds like you do exactly what we do for some of our software support groups. We added a few new active status values and built some scrips to add two new functional processes; "Review & Approval" and "QA WorkFlow". WE modified the tabs in the "Modify Ticket" pages to display these new options. They work like this: 1) A ticket is received(email)/created in the "Requests" Queue. This queue is used to collect requests that may/may not be approved and moved to an appropriate support queue. A notification is sent to the Requestor. 2) Ticket Status is changed to "pending rv" (new "TAB" on page). The ticket is evaluated and investigated and the result (upon completion of evaluation) the Ticket Status is changed to "rejected" (not approved) or "rq approvd" (approved. new "TAB" on page). If "rejected", a comment is required to explain why and that is included in the notification tamplate. A notification is sent to the Requestor. 3) The ticket is moved to the appropriate support queue. the ticket can now be opened and worked on. If several sub-tasks are required, they are created as "Children" tickets. If other tasks are required from other groups, "depending on" tickets are created in those queues. A notification is sent to the Requestor AND new Queue Admin (AdminCc). 4) The new Queue Admin assigns the ticket to a developer/owner. 5) The ticket status is changed to "open". The ticket is worked on from "developing specs" to "system testing". These steps are indicated using a Custom Field called "Work-Status". A notification is sent to the Requestor. 6) The ticket status is changed to "pending qa" (new "TAB" on page). Due to new scrips, RT automatically changes the new Custom Field "QA Approved" value to "Not Started" and the CF "Work-Status" value to "Acceptance Testing". A notification scrip is sent to the Requestor AND the QA Approval Group. The QA Test scripts are attached to the notification. 7) The QA Approval group tests the work product. When complete, anyone in THAT group only (CF rights) changes the value in the CF "QA Approved" to either "Yes" or "No". Due toi new scrips, RT automatically change the ticket status to "stalled" (if CF QA Approved is "No") or to "qa approvd" (if CF QA Approved is "Yes"). A notification scrip is sent to the Requestor, Owner, AdminCc, AND the Migrator/Promoter. The Migration/Promotion instructions are attached to the notification. 8) The Migrator/Promoter moves the product into production, and possibly changes the ticket status to "resolved", depending on how the Queue Admin has setup his infrastructure permissions. Otherwise, the Queue Admin "resolves" the ticket. I am currently looking into having RT "automatically" execute the version control migration when the ticket status is changed to "resolved" via CF/scrips. This entire process is documented in our User and Admin guides. I'm sure you will want to do things a differently in some manner, but this should give you an idea of how we handled it. We'd be more than happy to help in any way we can. Hope this design concept helps. Kenn LBNL On 7/25/2008 10:42 AM, Bill Moseley wrote: > I've been scanning the archives for ideas about release management. > Our specific sticking point is to better handle the testing (QA) and > release process in RT. > > I'm hoping someone here can offer suggestions. > > In a small organization we have a few different projects we manage. > We are currently using a number of RT queues to collect bug reports > and feature requests. > > At any given time we have a pool of tickets. We would like to select > a subset of these tickets for our "next release", which our goal is to > do every two weeks. > > We then have about ten or so developers that work on implementing > these tickets. Then, once completed, pass the tickets off to the > testing team (one or two individuals). Tickets are then accepted or > rejected (and sent back to development). > > Once all tickets are accepted (or delayed for another release) we need > to release. Ideally, all tickets should then be tagged to that > release so if we need to look back we can see what ticket was > associated with a given release. > > Clearly, we will want a way to easily view and select tickets for each > phase of the process. > > Is anyone working with a similar process? Could you describe how you > are supporting this workflow with RT? > > I'm not clear, for example, if it makes sense to use separate queues > for the different phases, or custom fields to indicate that a ticket > has been selected for the next release, and if it's in development, > QA, or pending release. > > > Our plan is to also tightly couple RT with subversion. The goal is to > not allow any subversion checkins that do not include an RT ticket > number (with the flexibility to allow creation of new RT tickets upon > checkin). The log message of the checking will be added to the ticket > and the check in will also create a link in the RT ticket back to the > subversion change set. I assume this will not be too difficult to > implement, but I assume it's also not uncommon usage so suggestions or > pointers are very welcome, too. > > Thanks very much, > > From KFCrocker at lbl.gov Fri Jul 25 14:45:07 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 25 Jul 2008 11:45:07 -0700 Subject: [rt-users] An idea for RT Message-ID: <488A1F33.2070701@lbl.gov> Jesse, list, I was thinking that it might be a really kool option to allow each RT installation to configure how all dates are displayed. Not everyone wants the time info and we all know that not everyone uses the same format, either "mm/dd/yyyy" or "MMM dayofweek YYYY", etc. If RT could allow us to configure it to default all date displays/search results, it might make it's visability more user-friendly. Just a thought. Kenn LBNL From jesse at bestpractical.com Fri Jul 25 14:48:23 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 25 Jul 2008 14:48:23 -0400 Subject: [rt-users] An idea for RT In-Reply-To: <488A1F33.2070701@lbl.gov> References: <488A1F33.2070701@lbl.gov> Message-ID: <20080725184823.GE30966@bestpractical.com> On Fri, Jul 25, 2008 at 11:45:07AM -0700, Kenneth Crocker wrote: > Jesse, list, > > > I was thinking that it might be a really kool option to allow each > RT installation to configure how all dates are displayed. Not everyone > wants the time info and we all know that not everyone uses the same > format, either "mm/dd/yyyy" or "MMM dayofweek YYYY", etc. If RT could > allow us to configure it to default all date displays/search results, it > might make it's visability more user-friendly. Just a thought. You haven't upgraded to RT 3.8 yet, have you? :) > > > Kenn > LBNL > -- From brianbuchanan at interfast.ca Fri Jul 25 14:54:35 2008 From: brianbuchanan at interfast.ca (Brian Buchanan) Date: Fri, 25 Jul 2008 14:54:35 -0400 Subject: [rt-users] An idea for RT In-Reply-To: <488A1F33.2070701@lbl.gov> References: <488A1F33.2070701@lbl.gov> Message-ID: <1217012075.26336.34.camel@c3430.interfast.ca> You probably already know that limited a choice of formats is available in 3.8 http://bestpractical.typepad.com/worst_impractical/2008/07/today-were-rele.html Under User Preferences, Date and Time Format. I'm seeing: 1. Tue Dec 25 21:59:12 1995 2. Tue, 25 Dec 1995 21:59:12 -0300 3. 1995-11-24 21:59:12 4. 1995-1125T21:5912Z So perhaps there already is way to add more formats. >From RT_Config.pm: =item C<$DateTimeFormat> You can choose date and time format. See "Output formatters" section in perldoc F for more options. This option can be overridden by users in their preferences. Some examples: C 'ISO', Seconds => 0 });> C C 'RFC2822', Seconds => 0, DayOfWeek => 0 });> =cut Set($DateTimeFormat, 'DefaultFormat'); Brian On Fri, 2008-07-25 at 11:45 -0700, Kenneth Crocker wrote: > Jesse, list, > > > I was thinking that it might be a really kool option to allow each RT > installation to configure how all dates are displayed. Not everyone > wants the time info and we all know that not everyone uses the same > format, either "mm/dd/yyyy" or "MMM dayofweek YYYY", etc. If RT could > allow us to configure it to default all date displays/search results, it > might make it's visability more user-friendly. Just a thought. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Jul 25 14:58:27 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 25 Jul 2008 11:58:27 -0700 Subject: [rt-users] An idea for RT In-Reply-To: <20080725184823.GE30966@bestpractical.com> References: <488A1F33.2070701@lbl.gov> <20080725184823.GE30966@bestpractical.com> Message-ID: <488A2253.6090104@lbl.gov> Jesse, HA! No. I've been spending my time looking into using SVK as our version control system and getting RT to automatically execute it when a ticket is opened/resolved. We're a bit short staffed (like duh, aren't we ALL?). That is the plan though. Probably around November. That way I get to see your smiling face in San Francisco first and pick up any helpful hints before I stumble through it. I'm REALLY looking forward to that. OOPPSS! I shouldn't have given you a warning. he he. Kenn LBNL On 7/25/2008 11:48 AM, Jesse Vincent wrote: > On Fri, Jul 25, 2008 at 11:45:07AM -0700, Kenneth Crocker wrote: >> Jesse, list, >> >> >> I was thinking that it might be a really kool option to allow each >> RT installation to configure how all dates are displayed. Not everyone >> wants the time info and we all know that not everyone uses the same >> format, either "mm/dd/yyyy" or "MMM dayofweek YYYY", etc. If RT could >> allow us to configure it to default all date displays/search results, it >> might make it's visability more user-friendly. Just a thought. > > You haven't upgraded to RT 3.8 yet, have you? :) > >> >> Kenn >> LBNL >> > From jorge at salk.edu Fri Jul 25 17:08:16 2008 From: jorge at salk.edu (Jorge Aldana) Date: Fri, 25 Jul 2008 14:08:16 -0700 (PDT) Subject: [rt-users] Username at RT login not matching Ticket sent via e-mail In-Reply-To: <488A1F33.2070701@lbl.gov> References: <488A1F33.2070701@lbl.gov> Message-ID: Hello All, As users send tickets via e-mail their tickets are Requester set to username at email.com but at login they are username and as username cannot see their e-mailed tickets within the RT website. Is there a way to set it so logging in users can see their e-mailed tickets? A scrip or config? I just was moved to running our RT so I'm still fishing through the config's and setup. Thanks, Jorge From jesse at bestpractical.com Sat Jul 26 19:43:57 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 26 Jul 2008 18:43:57 -0500 Subject: [rt-users] RT reports In-Reply-To: References: Message-ID: On Jul 20, 2008, at 11:07 PM, wrote: > Hi All, > > Is there any third party reporting system for RT? I'm looking for > something > generic to produce some general (text based) reports from some > reltively > complex queries. I know a number of folks have built out one-off reporting solutions for local usage, many on top of Crystal Reports or Business Objects. We've done a few of them for customers ourselves -- that's the sort of thing we earn our livings doing. Of course, if you're up for rolling up your sleeves and doing a bit of development, RT is built atop the most widely deployed ad-hoc query and reporting engine out there: a SQL database. Best, Jesse From jesse at bestpractical.com Sat Jul 26 20:16:57 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 26 Jul 2008 19:16:57 -0500 Subject: [rt-users] RT 3.8.0 and WebExternalAuth failing. In-Reply-To: <6CB1FBAA6BAA04408A22C7883FC7982B5CD95D@titanium> References: <6CB1FBAA6BAA04408A22C7883FC7982B5CD95D@titanium> Message-ID: <94E3F5BA-09B0-49E0-80F0-33446E251E71@bestpractical.com> On Jul 23, 2008, at 12:34 PM, Richmond, Raymond wrote: > Good morning. Built a new 3.8.0 install on Debian > and have run into a problem getting WebExternalAuth to work. > Everything works with it disabled, and I can confirm that when it is > enabled that a valid REMOTE_USER is presented in the environment > variables but RT refuses to pick up on it (or I am missing something > that is different in 3.8 that worked in 3.6) and falls back to > internal authentication. > > I see REMOTE_USER = testuser in my environment, and testuser is > setup as username as well as Unix Login in user identity. > > Nothing shows up in debug log except for ?Successful login? when I > fall back to internal auth. > Can you send along the system configuration information that you'd see if you clicked Configuration -> Tools in RT? That will tell us everything about your configuration that we should need to know. Best, Jesse -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sat Jul 26 20:34:14 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 26 Jul 2008 19:34:14 -0500 Subject: [rt-users] 3.8.0 and Plugins In-Reply-To: <48865513.3090505@gmail.com> References: <48865513.3090505@gmail.com> Message-ID: On Jul 22, 2008, at 4:45 PM, SSeibl wrote: > I have upgraded to 3.8.0 from 3.4.5 and am liking what I see. > From the Release blurb. > > "Enable and Disable RT extensions with the new Plugins system" > > I can find no way to access this system from the Admin interface and > can > find no docs on it. > > What am I missing? Anyone have any answers? This is still something that needs to be done from the config file. It really is 'Easy' compared to what came before, but it's still not as wonderful as we want it to be. Best, Jesse > > > Thanks! > Seib Seib > Manager, Support Operations > Yesmail > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sat Jul 26 20:14:52 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 26 Jul 2008 19:14:52 -0500 Subject: [rt-users] MySQL related Bugs in RT 3.8 while Upgrading from 3.6 In-Reply-To: <2100343CC6E60840AE5A814BA8A09CE0052A80F2@jetex001.int.cancom.de> References: <2100343CC6E60840AE5A814BA8A09CE0052A80F2@jetex001.int.cancom.de> Message-ID: <5DAEA5F9-BC08-40F2-9077-E6D54A2814B8@bestpractical.com> On Jul 24, 2008, at 2:58 AM, Torben Nehmer wrote: > Hi there, > > I have been testing the upgrade of our (originally Debian Based) RT > 3.6.5 installation to RT 3.8 and found two bugs in the process: > > First, the script generating the necessary code to convert the > Database from MySQL 4.0 to 4.1 and newer produces corrupt SQL at > least in my case here. It has several occurrences of constructs like > this: > Thank you. I've opened a ticket for this. > > The second problem I have tested so far only with the RT Standalone > server, I cannot say anything (yet) for other ways to run RT as I?m > still in the process of testing everything. > > At least Debian MySQL 5.0.51a does by default initialize all > connections in latin1 mode. So after converting the Database to > correct UTF-8, MySQL does automatically convert any columns known as > UTF-8 into the default connection charset latin1. This leads to all > broken non-ASCII Chars all over the site except the Attachments > (where RT itself appearantly does the conversion handling, as this > is a BINARY field). How long has MySQL done that? I've never experienced it. Regardless, I've opened a ticket for this as well. Thanks again for the report. Jesse -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sat Jul 26 20:37:49 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 26 Jul 2008 19:37:49 -0500 Subject: [rt-users] Urgent help on multi-stage approvals In-Reply-To: References: Message-ID: On Jul 24, 2008, at 9:51 PM, Hong Fai Leong wrote: > I've followed the example in "RT Essentials" on configuring a > multistage approval. It worked beautifully in v3.6.3. It fails to > work after I've upgraded RT to v3.6.7. > > In 3.6.3, the second approver will only receive an email upon the > first approval resolution of the approving ticket. > > In 3.6.7, both approvers will receive emails at the same time. > > Can someone confirm this behaviour? I would really like to have back > the behaviour found in 3.6.3. Can anyone out there who can help me > on this. This is really important in what I'm going to do in my > organization. Any advice is much appreciated. Thanks. With the information you've given us so far, it's fairly hard to debug. RT 3.6.3 was..quite a long time ago and we've fixed a fair number of bugs. It may well be the case that one of those fixes has unintended consequences. If you can share your workflow configuration with the list, someone might be able to spot something. Best, Jesse Vincent Best Practical > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Sun Jul 27 17:23:44 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Jul 2008 01:23:44 +0400 Subject: [rt-users] MySQL related Bugs in RT 3.8 while Upgrading from 3.6 In-Reply-To: <5DAEA5F9-BC08-40F2-9077-E6D54A2814B8@bestpractical.com> References: <2100343CC6E60840AE5A814BA8A09CE0052A80F2@jetex001.int.cancom.de> <5DAEA5F9-BC08-40F2-9077-E6D54A2814B8@bestpractical.com> Message-ID: <589c94400807271423i27366628m503f58371d11ba9c@mail.gmail.com> On Sun, Jul 27, 2008 at 4:14 AM, Jesse Vincent wrote: > > On Jul 24, 2008, at 2:58 AM, Torben Nehmer wrote: > > Hi there, > > I have been testing the upgrade of our (originally Debian Based) RT 3.6.5 > installation to RT 3.8 and found two bugs in the process: > > First, the script generating the necessary code to convert the Database from > MySQL 4.0 to 4.1 and newer produces corrupt SQL at least in my case here. It > has several occurrences of constructs like this: > > > Thank you. I've opened a ticket for this. > > > The second problem I have tested so far only with the RT Standalone server, > I cannot say anything (yet) for other ways to run RT as I'm still in the > process of testing everything. > > At least Debian MySQL 5.0.51a does by default initialize all connections in > latin1 mode. So after converting the Database to correct UTF-8, MySQL does > automatically convert any columns known as UTF-8 into the default connection > charset latin1. This leads to all broken non-ASCII Chars all over the site > except the Attachments (where RT itself appearantly does the conversion > handling, as this is a BINARY field). > > How long has MySQL done that? I've never experienced it. Regardless, I've > opened a ticket for this as well. Heh, I've missed that as my mysql uses UTF-8 by default. > Thanks again for the report. > 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 > -- Best regards, Ruslan. From forsaken at targaryen.us Mon Jul 28 01:32:40 2008 From: forsaken at targaryen.us (Forsaken) Date: Mon, 28 Jul 2008 01:32:40 -0400 Subject: [rt-users] RT 3.8 - A Couple of questions Message-ID: <20080728013240.2d7f7ce2@tywin> Ok, little bit of background... I just started looking at RT a few days ago, based on the recommendation of Thomas Limoncelli's Time Management book (before anyone asks, yes, I've ordered the RT Book, Amazon says it should be here Weds!). I had 3.6.7 installed and running without any issues. Due to my current and past jobs, I'm quite comfortable with the concepts involved with ticketing systems, so for me, it's most just figuring out how to use the thing based on what I know and how it differs. So yesterday, I notice a new version has come out recently, 3.8, and it's got iCalendar as well as gpg support. Ok, sweet. So I've spent the night getting 3.8 up and running. However, I notice a couple of things - I see absolutely nowhere for gpg configuration or for a calendar setup. So my question is thus - is this stuff supposed to be there by default? If so, then I guess my build and install didn't go quite as well as I thought. If not, then it's a configuration issue, and if someone could give me a pointer in the right direction, I'd appreciate it, as the documentation doesn't seem to have caught up to the release yet. Thanks! -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From torben.nehmer at cancom.de Mon Jul 28 02:39:16 2008 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Mon, 28 Jul 2008 08:39:16 +0200 Subject: [rt-users] MySQL related Bugs in RT 3.8 while Upgrading from 3.6 In-Reply-To: <5DAEA5F9-BC08-40F2-9077-E6D54A2814B8@bestpractical.com> References: <2100343CC6E60840AE5A814BA8A09CE0052A80F2@jetex001.int.cancom.de> <5DAEA5F9-BC08-40F2-9077-E6D54A2814B8@bestpractical.com> Message-ID: <2100343CC6E60840AE5A814BA8A09CE0052A89EC@jetex001.int.cancom.de> Hi Jesse, The second problem I have tested so far only with the RT Standalone server, I cannot say anything (yet) for other ways to run RT as I'm still in the process of testing everything. At least Debian MySQL 5.0.51a does by default initialize all connections in latin1 mode. So after converting the Database to correct UTF-8, MySQL does automatically convert any columns known as UTF-8 into the default connection charset latin1. This leads to all broken non-ASCII Chars all over the site except the Attachments (where RT itself appearantly does the conversion handling, as this is a BINARY field). How long has MySQL done that? I've never experienced it. Regardless, I've opened a ticket for this as well. I am not sure which MySQL Versions actually show this behavior. I suspect that it has to do with the actual Debian based installation I am using here. Maybe the MySQL System is forced to some charset or doesn't correctly honor the locale, maybe it is even a bug. I cannot tell for sure, unfortunalety. Independent of this I think it is better to be safe than sorry, as the saying goes. Thanks again for the report. No problem, please tell me if you need additional information and / or Tests regarding this problem. My RT 3.8 installation is still in testing, so doing all kinds of experimental Stuff is no problem. I'm waiting for 3.8.1 to go productive here ;-) Greetings from Germany, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! Von: Jesse Vincent [mailto:jesse at bestpractical.com] Gesendet: Sonntag, 27. Juli 2008 02:15 An: Torben Nehmer Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] MySQL related Bugs in RT 3.8 while Upgrading from 3.6 On Jul 24, 2008, at 2:58 AM, Torben Nehmer wrote: Hi there, I have been testing the upgrade of our (originally Debian Based) RT 3.6.5 installation to RT 3.8 and found two bugs in the process: First, the script generating the necessary code to convert the Database from MySQL 4.0 to 4.1 and newer produces corrupt SQL at least in my case here. It has several occurrences of constructs like this: Thank you. I've opened a ticket for this. The second problem I have tested so far only with the RT Standalone server, I cannot say anything (yet) for other ways to run RT as I'm still in the process of testing everything. At least Debian MySQL 5.0.51a does by default initialize all connections in latin1 mode. So after converting the Database to correct UTF-8, MySQL does automatically convert any columns known as UTF-8 into the default connection charset latin1. This leads to all broken non-ASCII Chars all over the site except the Attachments (where RT itself appearantly does the conversion handling, as this is a BINARY field). How long has MySQL done that? I've never experienced it. Regardless, I've opened a ticket for this as well. Thanks again for the report. Jesse -------------- next part -------------- An HTML attachment was scrubbed... URL: From hongfai at gmail.com Mon Jul 28 02:41:01 2008 From: hongfai at gmail.com (Hong Fai Leong) Date: Mon, 28 Jul 2008 14:41:01 +0800 Subject: [rt-users] Urgent help on multi-stage approvals In-Reply-To: References: Message-ID: Hi Jesse, Thanks for answering my mail. Here's my workflow setup. The idea here is to use the multi-stage approvals for the request which requires the manager approval before redirecting it to the director for approval. Templates: ===Create-Ticket: manager-endorsement Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: ___Approvals Type: approval Owner: { return $Tickets{'TOP'}->FirstCustomFieldValue('Approving Requester/Manager Id'); } Content: Manager endorsement is needed for this request. Please see the parent ticket for details. ENDOFCONTENT ===Create-Ticket: director-endorsement Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject} Depends-On: manager-endorsement Depended-On-By: TOP Queue: ___Approvals Type: approval Owner: ccelhf Content: Director endorsement is needed for this request. Please see the parent ticket for details. ENDOFCONTENT Scrips: On Create, Create ticket with the above template. Hong-Fai On Sun, Jul 27, 2008 at 8:37 AM, Jesse Vincent wrote: > > On Jul 24, 2008, at 9:51 PM, Hong Fai Leong wrote: > > I've followed the example in "RT Essentials" on configuring a multistage > approval. It worked beautifully in v3.6.3. It fails to work after I've > upgraded RT to v3.6.7. > > In 3.6.3, the second approver will only receive an email upon the first > approval resolution of the approving ticket. > > In 3.6.7, both approvers will receive emails at the same time. > > Can someone confirm this behaviour? I would really like to have back the > behaviour found in 3.6.3. Can anyone out there who can help me on this. > This is really important in what I'm going to do in my organization. Any > advice is much appreciated. Thanks. > > > With the information you've given us so far, it's fairly hard to debug. RT > 3.6.3 was..quite a long time ago and we've fixed a fair number of bugs. It > may well be the case that one of those fixes has unintended consequences. > If you can share your workflow configuration with the list, someone might be > able to spot something. > > Best, > Jesse Vincent > Best Practical > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Mon Jul 28 06:59:11 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 28 Jul 2008 12:59:11 +0200 Subject: [rt-users] Searching based on who created a ticket. In-Reply-To: References: <2d460de70807210631s6a9c3a31rc6bb0365a68a5df3@mail.gmail.com> Message-ID: <2d460de70807280359k758de6b1i3a0622521855baf5@mail.gmail.com> On Mon, Jul 21, 2008 at 20:56, Kevin Falcone wrote: > Just search on Creator = 'yourusername' Yay, I am blind! Thanks for your help :) And yes, this is exactly what I wanted. Thanks again to all involved, Richard From richih.mailinglist at gmail.com Mon Jul 28 07:19:28 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 28 Jul 2008 13:19:28 +0200 Subject: [rt-users] Feature suggestion: An actual user overview page Message-ID: <2d460de70807280419x66177efapbbbbcccb100c1ee4@mail.gmail.com> Hi all, something which RT has always lacked, at least imo, is a tactical user overview page. A quick summary with details about said user and links to preset queries (tickets owned/created/commented on/replied to by this user, full name, whatnot) would often be a convenient thing to have. Sending to list to get a feel for other's thoughts about this before filing a wishlist item. Richard From gentgeen at wikiak.org Mon Jul 28 08:14:56 2008 From: gentgeen at wikiak.org (Kevin Squire) Date: Mon, 28 Jul 2008 08:14:56 -0400 Subject: [rt-users] Feature suggestion: An actual user overview page In-Reply-To: <2d460de70807280419x66177efapbbbbcccb100c1ee4@mail.gmail.com> References: <2d460de70807280419x66177efapbbbbcccb100c1ee4@mail.gmail.com> Message-ID: <20080728081456.155409a0@localhost.localdomain> On Mon, 28 Jul 2008 13:19:28 +0200 "Richard Hartmann" wrote: > Hi all, > > something which RT has always lacked, at least imo, is a tactical user > overview page. A quick summary with details about said user and links > to preset queries (tickets owned/created/commented on/replied to by > this user, full name, whatnot) would often be a convenient thing to > have. > > Sending to list to get a feel for other's thoughts about this before > filing a wishlist item. > If you are talking about a user overview page from the admin side... I agree completely. I don't really see the need for such a thing from the Authenticated User side, but as admin, I have wished many times for something similar to a ticket search (and resulting table) for users. -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From jesse at bestpractical.com Mon Jul 28 08:20:32 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 28 Jul 2008 08:20:32 -0400 Subject: [rt-users] Feature suggestion: An actual user overview page In-Reply-To: <2d460de70807280419x66177efapbbbbcccb100c1ee4@mail.gmail.com> References: <2d460de70807280419x66177efapbbbbcccb100c1ee4@mail.gmail.com> Message-ID: <10B90C08-64B9-4A37-840C-FC6686428E45@bestpractical.com> On Jul 28, 2008, at 7:19 AM, Richard Hartmann wrote: > Hi all, > > something which RT has always lacked, at least imo, is a tactical user > overview page. A quick summary with details about said user and > links to > preset queries (tickets owned/created/commented on/replied to by this > user, full name, whatnot) would often be a convenient thing to have. > > Sending to list to get a feel for other's thoughts about this before > filing a > wishlist item. Sure. I'd love one. I've wanted it for quite a while myself. If anyone wants to mock something up, I'd love to see it. Best, Jesse From jesse at bestpractical.com Mon Jul 28 08:35:41 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 28 Jul 2008 08:35:41 -0400 Subject: [rt-users] RT 3.8 - A Couple of questions In-Reply-To: <20080728013240.2d7f7ce2@tywin> References: <20080728013240.2d7f7ce2@tywin> Message-ID: <53B9FACF-4D0A-4BB2-9C7C-6D0BF2E7C36D@bestpractical.com> > > > So I've spent the night getting 3.8 up and running. However, I > notice a > couple of things - > > I see absolutely nowhere for gpg configuration Check the logs and RT's configuration file. Can it find your 'gpg' executable? > or for a calendar setup. There should be calendar links on ticket search result pages. Best, Jesse > > > So my question is thus - is this stuff supposed to be there by > default? > If so, then I guess my build and install didn't go quite as well as I > thought. If not, then it's a configuration issue, and if someone could > give me a pointer in the right direction, I'd appreciate it, as the > documentation doesn't seem to have caught up to the release yet. > > Thanks! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From richih.mailinglist at gmail.com Mon Jul 28 09:01:40 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 28 Jul 2008 15:01:40 +0200 Subject: [rt-users] Feature suggestion: An actual user overview page In-Reply-To: <20080728081456.155409a0@localhost.localdomain> References: <2d460de70807280419x66177efapbbbbcccb100c1ee4@mail.gmail.com> <20080728081456.155409a0@localhost.localdomain> Message-ID: <2d460de70807280601u430be4bbved1023a6b8b84cb9@mail.gmail.com> On Mon, Jul 28, 2008 at 14:14, Kevin Squire wrote: > If you are talking about a user overview page from the admin side... I > agree completely. > > I don't really see the need for such a thing from the > Authenticated User side, but as admin, I have wished many times for > something similar to a ticket search (and resulting table) for users. I am seeing this from the 'dispatches work to others' side, so this is somewhere in between the two. And yes, you do not want everyone to be able to see that kind of info. Richard From richih.mailinglist at gmail.com Mon Jul 28 09:03:41 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 28 Jul 2008 15:03:41 +0200 Subject: [rt-users] Feature suggestion: An actual user overview page In-Reply-To: <10B90C08-64B9-4A37-840C-FC6686428E45@bestpractical.com> References: <2d460de70807280419x66177efapbbbbcccb100c1ee4@mail.gmail.com> <10B90C08-64B9-4A37-840C-FC6686428E45@bestpractical.com> Message-ID: <2d460de70807280603n35122b2dj8077a5cb6dd814a6@mail.gmail.com> On Mon, Jul 28, 2008 at 14:20, Jesse Vincent wrote: > Sure. I'd love one. I've wanted it for quite a while myself. If anyone > wants to mock something up, > I'd love to see it. Mock up as in 1) code 2) html 3) hand-drawn png 4) description of what is needed ? RIchard From jesse at bestpractical.com Mon Jul 28 09:07:54 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 28 Jul 2008 09:07:54 -0400 Subject: [rt-users] Feature suggestion: An actual user overview page In-Reply-To: <2d460de70807280603n35122b2dj8077a5cb6dd814a6@mail.gmail.com> References: <2d460de70807280419x66177efapbbbbcccb100c1ee4@mail.gmail.com> <10B90C08-64B9-4A37-840C-FC6686428E45@bestpractical.com> <2d460de70807280603n35122b2dj8077a5cb6dd814a6@mail.gmail.com> Message-ID: On Jul 28, 2008, at 9:03 AM, Richard Hartmann wrote: > On Mon, Jul 28, 2008 at 14:20, Jesse Vincent > wrote: > >> Sure. I'd love one. I've wanted it for quite a while myself. If >> anyone >> wants to mock something up, >> I'd love to see it. > > Mock up as in > > 1) code > 2) html > 3) hand-drawn png > 4) description of what is needed > "Anything that starts discussion" > ? > > > RIchard > From richih.mailinglist at gmail.com Mon Jul 28 09:08:29 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 28 Jul 2008 15:08:29 +0200 Subject: [rt-users] What is the policy wrt bounces/error messages on this list? Message-ID: <2d460de70807280608t66092310v6c519abf696c2b20@mail.gmail.com> Hi, I am getting 'mailbox full' errors from a subscriber on this list. What is the policy for those on this list? RIchard Delivered-To: richih.mailinglist at gmail.com Received: by 10.100.43.19 with SMTP id q19cs170937anq; Mon, 28 Jul 2008 06:04:36 -0700 (PDT) Received: by 10.67.116.4 with SMTP id t4mr2102612ugm.54.1217250275164; Mon, 28 Jul 2008 06:04:35 -0700 (PDT) Return-Path: <> Received: from email.mikrosimage.fr (email.mikrosimage.fr [213.41.96.93]) by mx.google.com with ESMTP id 25si160046ugn.58.2008.07.28.06.04.34; Mon, 28 Jul 2008 06:04:35 -0700 (PDT) Received-SPF: pass (google.com: best guess record for domain of email.mikrosimage.fr designates 213.41.96.93 as permitted sender) client-ip=213.41.96.93; Authentication-Results: mx.google.com; spf=pass (google.com: best guess record for domain of email.mikrosimage.fr designates 213.41.96.93 as permitted sender) smtp.mail= Message-id: Date: Mon, 28 Jul 2008 15:04:33 +0200 Subject: NDN: Re: [rt-users] Feature suggestion: An actual user overview page X-Mailer: FirstClass 8.2 (build 8.094) X-FC-Icon-ID: 2031 X-FC-SERVER-TZ: 181272840 X-FC-MachineGenerated: true To: "Richard Hartmann" From: Post Office MIME-Version: 1.0 Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: 8bit Sorry. Your message could not be delivered to: Iounes GARDON /iog .Y (Mailbox or Conference is full.) From jesse at bestpractical.com Mon Jul 28 09:19:35 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 28 Jul 2008 09:19:35 -0400 Subject: [rt-users] Urgent help on multi-stage approvals In-Reply-To: References: Message-ID: <4EA32BCF-4A81-46D8-B4F2-538FB180A73E@bestpractical.com> On Jul 28, 2008, at 2:41 AM, Hong Fai Leong wrote: > Hi Jesse, > > Thanks for answering my mail. > > Here's my workflow setup. The idea here is to use the multi-stage > approvals for the request which requires the manager approval before > redirecting it to the director for approval. > That basically looks right. Which scrips fire when the ticket is created? When does the "notify the director" scrip fire? > Templates: > > ===Create-Ticket: manager-endorsement > Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject} > Depended-On-By: TOP > Queue: ___Approvals > Type: approval > Owner: { > return $Tickets{'TOP'}->FirstCustomFieldValue('Approving > Requester/Manager Id'); > } > Content: Manager endorsement is needed for this request. > Please see the parent ticket for details. > ENDOFCONTENT > > ===Create-Ticket: director-endorsement > Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject} > Depends-On: manager-endorsement > Depended-On-By: TOP > Queue: ___Approvals > Type: approval > Owner: ccelhf > Content: Director endorsement is needed for this request. > Please see the parent ticket for details. > ENDOFCONTENT > > Scrips: > > On Create, Create ticket with the above template. > > > Hong-Fai > > > On Sun, Jul 27, 2008 at 8:37 AM, Jesse Vincent > wrote: > > On Jul 24, 2008, at 9:51 PM, Hong Fai Leong wrote: > >> I've followed the example in "RT Essentials" on configuring a >> multistage approval. It worked beautifully in v3.6.3. It fails to >> work after I've upgraded RT to v3.6.7. >> >> In 3.6.3, the second approver will only receive an email upon the >> first approval resolution of the approving ticket. >> >> In 3.6.7, both approvers will receive emails at the same time. >> >> Can someone confirm this behaviour? I would really like to have >> back the behaviour found in 3.6.3. Can anyone out there who can >> help me on this. This is really important in what I'm going to do >> in my organization. Any advice is much appreciated. Thanks. > > With the information you've given us so far, it's fairly hard to > debug. RT 3.6.3 was..quite a long time ago and we've fixed a fair > number of bugs. It may well be the case that one of those fixes has > unintended consequences. If you can share your workflow > configuration with the list, someone might be able to spot something. > > Best, > Jesse Vincent > Best Practical > >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Mon Jul 28 09:24:41 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 28 Jul 2008 15:24:41 +0200 Subject: [rt-users] Feature suggestion: An actual user overview page In-Reply-To: References: <2d460de70807280419x66177efapbbbbcccb100c1ee4@mail.gmail.com> <10B90C08-64B9-4A37-840C-FC6686428E45@bestpractical.com> <2d460de70807280603n35122b2dj8077a5cb6dd814a6@mail.gmail.com> Message-ID: <2d460de70807280624w4ed2839kfe7585c7440cad60@mail.gmail.com> On Mon, Jul 28, 2008 at 15:07, Jesse Vincent wrote: > "Anything that starts discussion" What I would love to see: Info like email, realname etc Predefined queries for tickets that have the person as owner creator commentor replier someone who ever touched it. All of those with any status, open, new, deleted, etc etc. Then, I would like to see a count as in 'user x has n total tickets, m of which are new or open'. Medium ticket closing time or some such could also be useful. Richard From falcone at bestpractical.com Mon Jul 28 09:47:40 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 28 Jul 2008 09:47:40 -0400 Subject: [rt-users] What is the policy wrt bounces/error messages on this list? In-Reply-To: <2d460de70807280608t66092310v6c519abf696c2b20@mail.gmail.com> References: <2d460de70807280608t66092310v6c519abf696c2b20@mail.gmail.com> Message-ID: <532F8C9A-E2C3-49D2-841E-D7439ADB0148@bestpractical.com> On Jul 28, 2008, at 9:08 AM, Richard Hartmann wrote: > I am getting 'mailbox full' errors from a subscriber on this list. > What > is the policy for those on this list? If you tell the owner address and there is enough information in the headers, we can remove their subscription. This user has been unsubscribed. -kevin > > > > RIchard > > > > Delivered-To: richih.mailinglist at gmail.com > Received: by 10.100.43.19 with SMTP id q19cs170937anq; > Mon, 28 Jul 2008 06:04:36 -0700 (PDT) > Received: by 10.67.116.4 with SMTP id t4mr2102612ugm.54.1217250275164; > Mon, 28 Jul 2008 06:04:35 -0700 (PDT) > Return-Path: <> > Received: from email.mikrosimage.fr (email.mikrosimage.fr > [213.41.96.93]) > by mx.google.com with ESMTP id 25si160046ugn. > 58.2008.07.28.06.04.34; > Mon, 28 Jul 2008 06:04:35 -0700 (PDT) > Received-SPF: pass (google.com: best guess record for domain of > email.mikrosimage.fr designates 213.41.96.93 as permitted sender) > client-ip=213.41.96.93; > Authentication-Results: mx.google.com; spf=pass (google.com: best > guess record for domain of email.mikrosimage.fr designates > 213.41.96.93 as permitted sender) smtp.mail= > Message-id: 006ad24600dc38fe3b9aca007462996d.dc38ff at mikrosimage.fr> > Date: Mon, 28 Jul 2008 15:04:33 +0200 > Subject: NDN: Re: [rt-users] Feature suggestion: An actual user > overview page > X-Mailer: FirstClass 8.2 (build 8.094) > X-FC-Icon-ID: 2031 > X-FC-SERVER-TZ: 181272840 > X-FC-MachineGenerated: true > To: "Richard Hartmann" > From: Post Office > MIME-Version: 1.0 > Content-Type: text/plain; charset=ISO-8859-1 > Content-Transfer-Encoding: 8bit > > Sorry. Your message could not be delivered to: > > Iounes GARDON /iog .Y (Mailbox or Conference is full.) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Jason.Doran at nuim.ie Mon Jul 28 09:51:38 2008 From: Jason.Doran at nuim.ie (Jason Doran) Date: Mon, 28 Jul 2008 14:51:38 +0100 Subject: [rt-users] RT version 3.8.0 and RT-Authen-ExternalAuth-0.05 In-Reply-To: <1216998712.26336.27.camel@c3430.interfast.ca> References: <1216998712.26336.27.camel@c3430.interfast.ca> Message-ID: <897B1BD3-7454-42AA-BA98-2F25B7677068@nuim.ie> Hi Brian, Thanks for the reply. I have got this working on OpenLDAP. Some comments for others: I used: 'user' => 'cn=manager,dc=mydomain,dc=ie' It is not clear from documentation that this needs to be a full distinguished name (DN), which I see you use. Above is an example of the standard openldap admin user, or perhaps better to create a special user for this in OpenLDAP. ldapsearch -LLL -x -D "cn=manager,dc=mydomain,dc=ie" -W -h myldap.mydomain.ie "(&(sn=Doran)(objectClass=posixAccount))" This worked after I installed 'yum install openldap-clients'. I also installed perl-LDAP as you suggested, Good for testing. My final comment. I was assuming that users were automatically created from the external data source when they tried to log on. So when I tried user 'jbloggs' I got the 'Your username or password is incorrect' error. However, when I simply added a user (just the user id) from the RT web interface up pops all the mapped attributes in the add user form, and the authentication is then successful. I stupidly assumed that external sourced users were automatically created after authentication from the external source. I mis-read: # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 1); as something like, AutoCreateExternalUsers. Ah well! Thanks again, Jason On 25 Jul 2008, at 16:11, Brian Buchanan wrote: > > I can say it works with Active Directory. I had to install perl-LDAP > though, on my CentOS5 machine. yum install perl-LDAP > > I had just got the plugin working under 3.6.6 when 3.8.0 came out. I > moved my 3.6.6 directory out of the way, did it's install, and then > ran > the ExternalAuth install. > > I noticed the path changed too when I copied over the plugin's > RT_SiteConfig.pm file and had to fix the require line in my main > RT_SiteConfig.pm. > > In case this can help, here's a stripped and manually redacted version > of my RT_SiteConfig.pm in the Plugin's etc/ directory which works in > my > Windows 2000 Active Directory environment: (It's included via the > main > RT_SiteConfig.pm with a 'require > "/opt/rt3/local/plugins/RT-AuthenExternalAuth/etc/RT_SiteConfig.pm";' > line) > >>typo for people copying above location (dash missing!) /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm > Set($ExternalAuthPriority, [ 'My_LDAP' > ] > ); > > Set($ExternalInfoPriority, [ 'My_LDAP' > ] > ); > > Set($ExternalServiceUsesSSLorTLS, 0); > > Set($AutoCreateNonExternalUsers, 0); > > Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'auth' => 1, > 'info' => 1, > 'server' => 'adomaincontroller.example.com', > 'user' => > 'CN=RTLDAPLookupUser,OU=someou,DC=example,DC=com', > 'pass' => 'passwordofrtlookupuser', > 'base' => 'DC=example,DC=com', > 'filter' => '(objectClass=Person)', > 'd_filter' => > '(userAccountControl:1.2.840.113556.1.4.803:=2)', > 'tls' => 0, > 'net_ldap_args' => [ version => 3 ], > 'group' => '', > 'group_attr' => '', > 'attr_match_list' => [ 'Name', > 'EmailAddress', > 'RealName', > 'WorkPhone', > 'Address2' > ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > ], > } > } > ); > > 1; > > I also used ldapdisplay to test the ldap query of the Active > Directory: > > ldapsearch -LLL -x -D > "CN=RTLDAPLookupUser,OU=someou,DC=example,DC=com" > -w passwordofrtlookupuser -h adomaincontroller.example.com > "(&(sAMAccountName=BRIAN)(objectClass=Person))" > > BTW, for about an hour I found I was changing the left side of the > password of the RT lookup user in RT_SiteConfig.pm, (The parameter > name) > rather than the right side, the value. I don't know why, I was just > replacing `user` with the user and `pass` with the password I guess, > even though I did the correct right-side replacement on everything > else. > > HTH. > > Brian > > On Fri, 2008-07-25 at 11:29 +0100, Jason Doran wrote: >> Hi, >> I have just installed RT 3.8.0 and RT-Authen-ExternalAuth-0.05. >> >> *Before* I post a more detailed report, I just would like to know if >> this >> is known to work with the new RT. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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: smime.p7s Type: application/pkcs7-signature Size: 4617 bytes Desc: not available URL: From mike.peachey at jennic.com Mon Jul 28 09:56:24 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 28 Jul 2008 14:56:24 +0100 Subject: [rt-users] RT version 3.8.0 and RT-Authen-ExternalAuth-0.05 In-Reply-To: <897B1BD3-7454-42AA-BA98-2F25B7677068@nuim.ie> References: <1216998712.26336.27.camel@c3430.interfast.ca> <897B1BD3-7454-42AA-BA98-2F25B7677068@nuim.ie> Message-ID: <488DD008.7010301@jennic.com> Jason Doran wrote: > Hi Brian, > Thanks for the reply. I have got this working on OpenLDAP. Some comments > for others: The primary problem here is that I haven't yet had enough available time to even run RT3.8 and so haven't yet got around to making the necessary modifications to ExternalAuth to make it properly compatible with 3.8. I will though, when I can. BTW.. re: using a full DN.. what username you try to use depends on your server and Net::LDAP. RT and ExternalAuth don't touch it, it just gets sent straight into Net::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 jarends at illinois.edu Mon Jul 28 09:47:42 2008 From: jarends at illinois.edu (John Arends) Date: Mon, 28 Jul 2008 08:47:42 -0500 Subject: [rt-users] Username at RT login not matching Ticket sent via e-mail In-Reply-To: References: <488A1F33.2070701@lbl.gov> Message-ID: <488DCDFE.6010203@illinois.edu> Do their usernames have the proper email address? Or do you end up with 2 accounts per person? If the account a user logs in with is not the same as the account created when the email is sent in, then the user won't be able to see the tickets from the other account because you will have essentially two accounts. Jorge Aldana wrote: > Hello All, > > As users send tickets via e-mail their tickets are Requester set to > username at email.com but at login they are username and as username cannot see > their e-mailed tickets within the RT website. Is there a way to set it so > logging in users can see their e-mailed tickets? A scrip or config? I just was > moved to running our RT so I'm still fishing through the config's and setup. > > Thanks, > > Jorge > From jarends at illinois.edu Mon Jul 28 10:52:47 2008 From: jarends at illinois.edu (John Arends) Date: Mon, 28 Jul 2008 09:52:47 -0500 Subject: [rt-users] Slightly OT: Perl Modules question Message-ID: <488DDD3F.2090601@illinois.edu> This is slightly off topic, but since I think this is a problem nearly all RT administrators face I am looking for advice/suggestions. I like to use kickstart to build RHEL systems and I'm sure other people use automated build processes as well. What is incredibly difficult is satisfying all the perl module dependencies. Right now I build RPMs for all the perl modules using cpan2rpm or pull down some RPMs from the Dag Wieers repo. This takes a long time and with each RT version upgrade, I need even more perl modules. I'm hesitant to install from CPAN as part of the automated build process because versions change, and if a server goes down or something else changes I don't want to have it affect my automated server build. Plus I want consistant versions. If I rebuild the machine today, or a year from now, I want the same version of various modules working. So what do you all do? I want to build the machine in a reproducible way, so just installing the modules using cpan today isn't going to work. Thanks -John From tjrc at sanger.ac.uk Mon Jul 28 11:00:45 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 28 Jul 2008 16:00:45 +0100 Subject: [rt-users] Slightly OT: Perl Modules question In-Reply-To: <488DDD3F.2090601@illinois.edu> References: <488DDD3F.2090601@illinois.edu> Message-ID: <819560AF-5A56-4C72-A435-7D97E3606AAE@sanger.ac.uk> On 28 Jul 2008, at 3:52 pm, John Arends wrote: > This is slightly off topic, but since I think this is a problem nearly > all RT administrators face I am looking for advice/suggestions. > > I like to use kickstart to build RHEL systems and I'm sure other > people > use automated build processes as well. > > What is incredibly difficult is satisfying all the perl module > dependencies. Right now I build RPMs for all the perl modules using > cpan2rpm or pull down some RPMs from the Dag Wieers repo. This takes a > long time and with each RT version upgrade, I need even more perl > modules. In an ideal world, I'd do what you're suggesting, and store those RPM's in my own repository. In fact, I use Debian, not Red Hat, but the principle is the same. It's particularly awkward at the moment, though, because the new version of RT requires versions of some of these perl modules which are considerably more recent than those in Debian stable, so for testing purposes I've gone for the CPAN approach. It does mean that things could go wrong with a future CPAN update, but I don't tend to upgrade RT frequently (this is my first upgrade since RT 3.4.2) Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From mlongtin at dbsoft.ca Mon Jul 28 12:14:57 2008 From: mlongtin at dbsoft.ca (Mathieu Longtin) Date: Mon, 28 Jul 2008 12:14:57 -0400 Subject: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text In-Reply-To: References: Message-ID: First, thanks for the 3.8 upgrade. Much appreciated. I already had accents in my tickets, and running schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a on Redhat. I discovered that if I skip the VARBINARY part of the upgrade, the data is fine. So instead of ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT NULL; ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET utf8 NULL DEFAULT NULL; Just do: ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET utf8 NULL DEFAULT NULL; So, if your data is garbled post upgrade, restore your backup (you had a backup, right?), and follow these instructions to run schema.mysql-4.0-4.1.pl. You can easily get those UTF8 modify commands like this: perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep MODIFY.*utf8 Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, the full command: perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ grep MODIFY.*utf8 | \ perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ mysql -urt_user -prt_pass rt Then, run schema.mysql-4.0-4.1.pl normally, the columns that were fixed already won't be refixed by the upgrade script again. perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ mysql -urt_user -prt_pass rt -Mathieu From mlongtin at dbsoft.ca Mon Jul 28 12:23:32 2008 From: mlongtin at dbsoft.ca (Mathieu Longtin) Date: Mon, 28 Jul 2008 12:23:32 -0400 Subject: [rt-users] RT3.8 upgrade: forcing ascii email addresses? Message-ID: Looking at the RT3.8 mysql upgrade script, I found out that most email address fields are set to be ASCII characters only: ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL; ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL; This strike me as odd, since email address can contain international characters, AFAIK. Correct me if I'm wrong. -- Mathieu Longtin Bureau: 1-514-270-7762x230 Portable: 1-514-803-8977 www.dbsoft.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Mon Jul 28 12:56:52 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 28 Jul 2008 18:56:52 +0200 Subject: [rt-users] RFC: Should a bookmarked ticket disappear when it is deleted? Message-ID: <2d460de70807280956n1e0deea7veb5216ca6803ce97@mail.gmail.com> Hi all, at the moment, deletion trumps bookmarks in RT 3.8. I can see how this can make sense. I can also see how bookmarks trumping deletion would make sense. Personally, I would tend to have bookmarks trump deletion, because a bookmark is the deliberate decision of a single user that he/she wants to keep track of this issue whereas a deletion means that someone decided the issue is not interesting for anyone. Specific over generic and all that.. :p Thoughts, verbal abuse, beer vouchers? Richard From jesse at bestpractical.com Mon Jul 28 12:59:01 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 28 Jul 2008 12:59:01 -0400 Subject: [rt-users] RFC: Should a bookmarked ticket disappear when it is deleted? In-Reply-To: <2d460de70807280956n1e0deea7veb5216ca6803ce97@mail.gmail.com> References: <2d460de70807280956n1e0deea7veb5216ca6803ce97@mail.gmail.com> Message-ID: <20080728165901.GC32146@bestpractical.com> On Mon, Jul 28, 2008 at 06:56:52PM +0200, Richard Hartmann wrote: > Hi all, > > at the moment, deletion trumps bookmarks in RT 3.8. I can see how this > can make sense. I can also see how bookmarks trumping deletion would > make sense. > > Personally, I would tend to have bookmarks trump deletion, because a > bookmark is the deliberate decision of a single user that he/she wants > to keep track of this issue whereas a deletion means that someone > decided the issue is not interesting for anyone. > Specific over generic and all that.. :p Delete should mean "disappears from all listings" Bookmarking should trump resolve or reject, though > > > Thoughts, verbal abuse, beer vouchers? > Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From ruz at bestpractical.com Mon Jul 28 14:28:33 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Jul 2008 22:28:33 +0400 Subject: [rt-users] RT3.8 upgrade: forcing ascii email addresses? In-Reply-To: References: Message-ID: <589c94400807281128r2829f47er96edfdf2b5fdd8a2@mail.gmail.com> Nope, they can not. Only comment and phrase parts of addr_spec can, but address itself can not. However, may be soon we'll see international domains and situation could be changed, but at this point I think it's better to stick with ASCII. Smaller fields - smaller indexes - smaller DB. On Mon, Jul 28, 2008 at 8:23 PM, Mathieu Longtin wrote: > Looking at the RT3.8 mysql upgrade script, I found out that most email > address fields are set to be ASCII characters only: > > > > ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL; > > ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL > DEFAULT NULL; > > > > This strike me as odd, since email address can contain international > characters, AFAIK. Correct me if I'm wrong. > > > > -- > > Mathieu Longtin > > Bureau: 1-514-270-7762x230 > > Portable: 1-514-803-8977 > > www.dbsoft.ca > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From MJames at stonebridgebank.com Mon Jul 28 14:34:32 2008 From: MJames at stonebridgebank.com (Michael James) Date: Mon, 28 Jul 2008 14:34:32 -0400 Subject: [rt-users] Add a "Delete" link to Newest Unowned list Message-ID: <488DD8FA.534D.009D.0@stonebridgebank.com> Hi, we're using a Barracuda 400 to remove spam from our incoming email, but still the occasional piece of spam gets through. I thought it might be a good idea to add a "Delete" column to the default "10 Newest Unowned Tickets" view, so that the customer service reps could easily delete them with a single click. Can this be easily accomplished? Using RT 3.6.6 at the moment. Thanks, Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From mlongtin at dbsoft.ca Mon Jul 28 14:39:06 2008 From: mlongtin at dbsoft.ca (Mathieu Longtin) Date: Mon, 28 Jul 2008 14:39:06 -0400 Subject: [rt-users] RT3.8 upgrade: forcing ascii email addresses? In-Reply-To: <589c94400807281128r2829f47er96edfdf2b5fdd8a2@mail.gmail.com> References: <589c94400807281128r2829f47er96edfdf2b5fdd8a2@mail.gmail.com> Message-ID: I have a hard time believing that the 300M Chinese on the net have an email address spelled with ascii characters, but I just checked with our Exchange server here and on gmail, and both refused a single accented letter in the user name. So you are right about restricting it. As for the "smaller field smaller db" excuse, utf8 is the same as ascii as long as you use strictly ascii characters. Also, the last I heard that excuse was for putting centuries in dates, thus saving 2 bytes for each date. We all know where that got us :) -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: July 28, 2008 14:29 To: Mathieu Longtin Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses? Nope, they can not. Only comment and phrase parts of addr_spec can, but address itself can not. However, may be soon we'll see international domains and situation could be changed, but at this point I think it's better to stick with ASCII. Smaller fields - smaller indexes - smaller DB. On Mon, Jul 28, 2008 at 8:23 PM, Mathieu Longtin wrote: > Looking at the RT3.8 mysql upgrade script, I found out that most email > address fields are set to be ASCII characters only: > > > > ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL; > > ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL > DEFAULT NULL; > > > > This strike me as odd, since email address can contain international > characters, AFAIK. Correct me if I'm wrong. > > > > -- > > Mathieu Longtin > > Bureau: 1-514-270-7762x230 > > Portable: 1-514-803-8977 > > www.dbsoft.ca > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Jul 28 14:41:09 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Jul 2008 22:41:09 +0400 Subject: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text In-Reply-To: References: Message-ID: <589c94400807281141q774561acs8cb206be220acd79@mail.gmail.com> Do you have any customizations of RT code? Older RT versions were not using any connection adjustments like SET NAMES or SET CHARACTER SET and most users had latin-1 as default mysql charset. RT was storing UTF-8 data into latin-1 columns what is theoretically wrong, but practically works fine. In 3.8 we have to properly define columns as binary, UTF-8 or ascii as actually they do contain only this data. MySQL's doc clearly says that the only way is to convert field to some binary format (no data change) and then to required character set. All these is described in comments in the beginning of the script. Try attached patch instead of what you've described below. I'm going to look at "NOT NULL DEFAULT NULL" problem. On Mon, Jul 28, 2008 at 8:14 PM, Mathieu Longtin wrote: > First, thanks for the 3.8 upgrade. Much appreciated. > > I already had accents in my tickets, and running schema.mysql-4.0-4.1.pl > would garble them. This is using mysql 5.0.51a on Redhat. > > I discovered that if I skip the VARBINARY part of the upgrade, the data > is fine. So instead of > > ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT > NULL; > ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET > utf8 NULL DEFAULT NULL; > > Just do: > > ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET > utf8 NULL DEFAULT NULL; > > So, if your data is garbled post upgrade, restore your backup (you had a > backup, right?), and follow these instructions to run > schema.mysql-4.0-4.1.pl. > > You can easily get those UTF8 modify commands like this: > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep > MODIFY.*utf8 > > > Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, > the full command: > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ > grep MODIFY.*utf8 | \ > perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ > mysql -urt_user -prt_pass rt > > Then, run schema.mysql-4.0-4.1.pl normally, the columns that were fixed > already won't be refixed by the upgrade script again. > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ > perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ > mysql -urt_user -prt_pass rt > > > -Mathieu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-3.8.0-mysql_utf8_connection.patch Type: application/octet-stream Size: 963 bytes Desc: not available URL: From jarends at illinois.edu Mon Jul 28 14:50:28 2008 From: jarends at illinois.edu (John Arends) Date: Mon, 28 Jul 2008 13:50:28 -0500 Subject: [rt-users] Troubleshooting permission denied emails? Message-ID: <488E14F4.5020608@illinois.edu> Can anyone offer any guidance to troubleshooting permission denied emails? Is there a way to see what triggered the denial? Some of our queues have incoming email addresses where our customers send us messages. Other queues are for internal use only by our group. We create project tickets in those queues, and sometimes transfer incoming emails to these queues. In all of our queues (whether they have incoming email addresses or not) we have ReplyToTicket and CreateTicket rights assigned to 'Everyone' In this particular case a ticket was created in a queue that does not accept email, but 'Everyone' has rights to create or reply to tickets. After creating the ticket, a sysadmin in our group replied to the ticket and CC'ed a user in that reply (note, not a ticket CC, but just a CC to someone on the reply). When the person who got the CC replied, she then received a permission denied message. I don't understand why this would be since 'Everyone" can create or reply to tickets in this queue. I checked, and no RT user was created based on the person emailing in. The message just got rejected. From jorge at salk.edu Mon Jul 28 14:53:46 2008 From: jorge at salk.edu (Jorge Aldana) Date: Mon, 28 Jul 2008 11:53:46 -0700 (PDT) Subject: [rt-users] Username at RT login not matching Ticket sent via e-mail In-Reply-To: <488DCDFE.6010203@illinois.edu> References: <488A1F33.2070701@lbl.gov> <488DCDFE.6010203@illinois.edu> Message-ID: Well users login with username and the ticket is sent in via e-mail as username at email.com so yes there's two accounts. Does RT allow for users to login via username at email.com? Or is there a scrip to alter the tickets to set it to username instead of username at email.com as requester when tickets are created? Or force users to login as username at email.com? I'm still fishing through the doc's and learning RT so don't quite know where the tweaking can take place for this. Any guide or pointing to guides if anyone can. Thanks, Jorge On Mon, 28 Jul 2008, John Arends wrote: > Do their usernames have the proper email address? Or do you end up with > 2 accounts per person? If the account a user logs in with is not the > same as the account created when the email is sent in, then the user > won't be able to see the tickets from the other account because you will > have essentially two accounts. > > > Jorge Aldana wrote: >> Hello All, >> >> As users send tickets via e-mail their tickets are Requester set to >> username at email.com but at login they are username and as username cannot see >> their e-mailed tickets within the RT website. Is there a way to set it so >> logging in users can see their e-mailed tickets? A scrip or config? I just was >> moved to running our RT so I'm still fishing through the config's and setup. >> >> Thanks, >> >> Jorge >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From Ryan.Hardester at ci.tracy.ca.us Mon Jul 28 14:58:43 2008 From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester) Date: Mon, 28 Jul 2008 11:58:43 -0700 Subject: [rt-users] Stay on home after take Message-ID: Is it possible to change the X Newest Unowned Ticket block so that when "Take" is clicked, it takes the ticket then instead of going to ticket view, it will return you to the home page? --Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From micah at onshore.com Mon Jul 28 15:00:27 2008 From: micah at onshore.com (Micah Gersten) Date: Mon, 28 Jul 2008 14:00:27 -0500 Subject: [rt-users] Username at RT login not matching Ticket sent via e-mail In-Reply-To: References: <488A1F33.2070701@lbl.gov> <488DCDFE.6010203@illinois.edu> Message-ID: <488E174B.2060806@onshore.com> In RT 3.6.0 it doesn't seem to create 2 accounts for this. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Jorge Aldana wrote: > Well users login with username and the ticket is sent in via e-mail as > username at email.com so yes there's two accounts. > > Does RT allow for users to login via username at email.com? Or is there a scrip to > alter the tickets to set it to username instead of username at email.com as > requester when tickets are created? Or force users to login as > username at email.com? > > I'm still fishing through the doc's and learning RT so don't quite know where > the tweaking can take place for this. Any guide or pointing to guides if anyone > can. > > Thanks, > > Jorge > > On Mon, 28 Jul 2008, John Arends wrote: > > >> Do their usernames have the proper email address? Or do you end up with >> 2 accounts per person? If the account a user logs in with is not the >> same as the account created when the email is sent in, then the user >> won't be able to see the tickets from the other account because you will >> have essentially two accounts. >> >> >> Jorge Aldana wrote: >> >>> Hello All, >>> >>> As users send tickets via e-mail their tickets are Requester set to >>> username at email.com but at login they are username and as username cannot see >>> their e-mailed tickets within the RT website. Is there a way to set it so >>> logging in users can see their e-mailed tickets? A scrip or config? I just was >>> moved to running our RT so I'm still fishing through the config's and setup. >>> >>> Thanks, >>> >>> Jorge >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruz at bestpractical.com Mon Jul 28 15:06:56 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Jul 2008 23:06:56 +0400 Subject: [rt-users] RT3.8 upgrade: forcing ascii email addresses? In-Reply-To: References: <589c94400807281128r2829f47er96edfdf2b5fdd8a2@mail.gmail.com> Message-ID: <589c94400807281206i280cf1f6m706bc3f29d2eb97a@mail.gmail.com> On Mon, Jul 28, 2008 at 10:39 PM, Mathieu Longtin wrote: > I have a hard time believing that the 300M Chinese on the net have an email address spelled with ascii characters, but I just checked with our Exchange server here and on gmail, and both refused a single accented letter in the user name. > > So you are right about restricting it. > > As for the "smaller field smaller db" excuse, utf8 is the same as ascii as long as you use strictly ascii characters. Also, the last I heard that excuse was for putting centuries in dates, thus saving 2 bytes for each date. We all know where that got us :) we are talking not about 2 bytes, but about x3 for each row. As far as I know InnoDB can not pack indexes so every record in the column will take full possible length in any index using it. Let's avoid discussion about characters and their length in bytes when we're using UTF-8, but in mysql it will be 3 times longer than ascii. It's up to you to decide if it's cheap or not. > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: July 28, 2008 14:29 > To: Mathieu Longtin > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses? > > Nope, they can not. Only comment and phrase parts of addr_spec can, > but address itself can not. > > However, may be soon we'll see international domains and situation > could be changed, but at this point I think it's better to stick with > ASCII. Smaller fields - smaller indexes - smaller DB. > > On Mon, Jul 28, 2008 at 8:23 PM, Mathieu Longtin wrote: >> Looking at the RT3.8 mysql upgrade script, I found out that most email >> address fields are set to be ASCII characters only: >> >> >> >> ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL; >> >> ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL >> DEFAULT NULL; >> >> >> >> This strike me as odd, since email address can contain international >> characters, AFAIK. Correct me if I'm wrong. >> >> >> >> -- >> >> Mathieu Longtin >> >> Bureau: 1-514-270-7762x230 >> >> Portable: 1-514-803-8977 >> >> www.dbsoft.ca >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jsmoriss at mvlan.net Mon Jul 28 15:19:13 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Mon, 28 Jul 2008 19:19:13 +0000 Subject: [rt-users] Add comment to ticket from Scrip? Message-ID: <20080728191913.GA6714@zaphod.mvlan.net> Hi everyone, I have the following script: Custom condition ---------------- return 0 unless ($self->TransactionObj->Type eq "Correspond"); return 0 unless ($self->TicketObj->FirstCustomFieldValue('49')); return 1; Custom action preparation code ------------------------------ my $event_no = $self->TicketObj->FirstCustomFieldValue('49'); my $exec_res; system("/opt/rt3/bin/tivoli-event.sh ACK $event_no"); return 1; I'd like to read the output of that system call and add it as a comment to the ticket. Reading the output is no problem, but how to I add a comment to the current ticket? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From ruz at bestpractical.com Mon Jul 28 15:32:57 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Jul 2008 23:32:57 +0400 Subject: [rt-users] Add a "Delete" link to Newest Unowned list In-Reply-To: <488DD8FA.534D.009D.0@stonebridgebank.com> References: <488DD8FA.534D.009D.0@stonebridgebank.com> Message-ID: <589c94400807281232g4bb6ab80q6c21cef673c59339@mail.gmail.com> Add Delete to format string of that search. Read more about formats in archives and wiki. On Mon, Jul 28, 2008 at 10:34 PM, Michael James wrote: > Hi, we're using a Barracuda 400 to remove spam from our incoming email, but still the occasional piece of spam gets through. I thought it might be a good idea to add a "Delete" column to the default "10 Newest Unowned Tickets" view, so that the customer service reps could easily delete them with a single click. Can this be easily accomplished? > > Using RT 3.6.6 at the moment. > > Thanks, Mike > > > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From mlongtin at dbsoft.ca Mon Jul 28 15:41:22 2008 From: mlongtin at dbsoft.ca (Mathieu Longtin) Date: Mon, 28 Jul 2008 15:41:22 -0400 Subject: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text In-Reply-To: <589c94400807281141q774561acs8cb206be220acd79@mail.gmail.com> References: <589c94400807281141q774561acs8cb206be220acd79@mail.gmail.com> Message-ID: So your patch for utf8 worked, except it's 'utf8', not 'UTF-8'. Here's one for the NOT NULL DEFAULT NULL issue: diff --git a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0- index 491c904..3585c7e 100755 --- a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl +++ b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl @@ -339,11 +339,10 @@ sub build_column_definition { $res .= 'NULL'; my $default = column_info(@info{qw(TABLE_NAME COLUMN_NAME)})->{default}; if ( defined $default ) { - $default = $dbh->quote($default); - } else { - $default = 'NULL'; + $res .= ' DEFAULT '.$dbh->quote($default); + } elsif ( $info{'NULLABLE'} ) { + $res .= ' DEFAULT NULL' } - $res .= ' DEFAULT '. $default; $res .= ' AUTO_INCREMENT' if $info{'mysql_is_auto_increment'}; return $res; } -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: July 28, 2008 14:41 To: Mathieu Longtin Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text Do you have any customizations of RT code? Older RT versions were not using any connection adjustments like SET NAMES or SET CHARACTER SET and most users had latin-1 as default mysql charset. RT was storing UTF-8 data into latin-1 columns what is theoretically wrong, but practically works fine. In 3.8 we have to properly define columns as binary, UTF-8 or ascii as actually they do contain only this data. MySQL's doc clearly says that the only way is to convert field to some binary format (no data change) and then to required character set. All these is described in comments in the beginning of the script. Try attached patch instead of what you've described below. I'm going to look at "NOT NULL DEFAULT NULL" problem. On Mon, Jul 28, 2008 at 8:14 PM, Mathieu Longtin wrote: > First, thanks for the 3.8 upgrade. Much appreciated. > > I already had accents in my tickets, and running > schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a on Redhat. > > I discovered that if I skip the VARBINARY part of the upgrade, the > data is fine. So instead of > > ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT > NULL; > ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET > utf8 NULL DEFAULT NULL; > > Just do: > > ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET > utf8 NULL DEFAULT NULL; > > So, if your data is garbled post upgrade, restore your backup (you had > a backup, right?), and follow these instructions to run > schema.mysql-4.0-4.1.pl. > > You can easily get those UTF8 modify commands like this: > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep > MODIFY.*utf8 > > > Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, > the full command: > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ > grep MODIFY.*utf8 | \ > perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ > mysql -urt_user -prt_pass rt > > Then, run schema.mysql-4.0-4.1.pl normally, the columns that were > fixed already won't be refixed by the upgrade script again. > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ > perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ > mysql -urt_user -prt_pass rt > > > -Mathieu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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 jarends at illinois.edu Mon Jul 28 16:09:15 2008 From: jarends at illinois.edu (John Arends) Date: Mon, 28 Jul 2008 15:09:15 -0500 Subject: [rt-users] Username at RT login not matching Ticket sent via e-mail In-Reply-To: References: <488A1F33.2070701@lbl.gov> <488DCDFE.6010203@illinois.edu> Message-ID: <488E276B.3050203@illinois.edu> The fact that you have two accounts is the problem. An account can have a username and an email address so they can log in as 'bob' but have an email address of bob at organization.com I'm not sure how you'd fix this problem other than consolidating down to one account per person. There isn't a way that I'm aware of to say "these 2 users are really the same person." Jorge Aldana wrote: > Well users login with username and the ticket is sent in via e-mail as > username at email.com so yes there's two accounts. > > Does RT allow for users to login via username at email.com? Or is there a scrip to > alter the tickets to set it to username instead of username at email.com as > requester when tickets are created? Or force users to login as > username at email.com? > > I'm still fishing through the doc's and learning RT so don't quite know where > the tweaking can take place for this. Any guide or pointing to guides if anyone > can. > > From jhunter at telwestservices.com Mon Jul 28 15:49:49 2008 From: jhunter at telwestservices.com (Joshua Hunter) Date: Mon, 28 Jul 2008 14:49:49 -0500 Subject: [rt-users] Stay on home after take (Ryan Hardester) In-Reply-To: References: Message-ID: <9F285BFE1D7757499D9FF095B4EE347D0306BD0A@tw-xchange01.TWC.local> I use Firefox (but you could do it in ie7 too). I middle click on the take link and it opens in a tab in the background. The I move on to the other tickets and either revisit the tabs or close them as needed. Not a perfect solution, but it gives me the option of opening up for immediate action or just grabbing them out of the queue for later. Joshua -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: Monday, July 28, 2008 2:42 PM To: rt-users at lists.bestpractical.com Subject: RT-Users Digest, Vol 52, Issue 81 Send RT-Users mailing list submissions to rt-users at lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-request at lists.bestpractical.com You can reach the person managing the list at rt-users-owner at lists.bestpractical.com When replying, please edit your Subject line so it is more specific than "Re: Contents of RT-Users digest..." Today's Topics: 1. Troubleshooting permission denied emails? (John Arends) 2. Re: Username at RT login not matching Ticket sent via e-mail (Jorge Aldana) 3. Stay on home after take (Ryan Hardester) 4. Re: Username at RT login not matching Ticket sent via e-mail (Micah Gersten) 5. Re: RT3.8 upgrade: forcing ascii email addresses? (Ruslan Zakirov) 6. Add comment to ticket from Scrip? (Jean-Sebastien Morisset) 7. Re: Add a "Delete" link to Newest Unowned list (Ruslan Zakirov) 8. Re: Mysql upgrading to RT3.8 gives you garbled UTF8 text (Mathieu Longtin) ---------------------------------------------------------------------- Message: 1 Date: Mon, 28 Jul 2008 13:50:28 -0500 From: John Arends Subject: [rt-users] Troubleshooting permission denied emails? To: rt-users at lists.bestpractical.com Message-ID: <488E14F4.5020608 at illinois.edu> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Can anyone offer any guidance to troubleshooting permission denied emails? Is there a way to see what triggered the denial? Some of our queues have incoming email addresses where our customers send us messages. Other queues are for internal use only by our group. We create project tickets in those queues, and sometimes transfer incoming emails to these queues. In all of our queues (whether they have incoming email addresses or not) we have ReplyToTicket and CreateTicket rights assigned to 'Everyone' In this particular case a ticket was created in a queue that does not accept email, but 'Everyone' has rights to create or reply to tickets. After creating the ticket, a sysadmin in our group replied to the ticket and CC'ed a user in that reply (note, not a ticket CC, but just a CC to someone on the reply). When the person who got the CC replied, she then received a permission denied message. I don't understand why this would be since 'Everyone" can create or reply to tickets in this queue. I checked, and no RT user was created based on the person emailing in. The message just got rejected. ------------------------------ Message: 2 Date: Mon, 28 Jul 2008 11:53:46 -0700 (PDT) From: Jorge Aldana Subject: Re: [rt-users] Username at RT login not matching Ticket sent via e-mail To: John Arends Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: TEXT/PLAIN; charset=US-ASCII; format=flowed Well users login with username and the ticket is sent in via e-mail as username at email.com so yes there's two accounts. Does RT allow for users to login via username at email.com? Or is there a scrip to alter the tickets to set it to username instead of username at email.com as requester when tickets are created? Or force users to login as username at email.com? I'm still fishing through the doc's and learning RT so don't quite know where the tweaking can take place for this. Any guide or pointing to guides if anyone can. Thanks, Jorge On Mon, 28 Jul 2008, John Arends wrote: > Do their usernames have the proper email address? Or do you end up with > 2 accounts per person? If the account a user logs in with is not the > same as the account created when the email is sent in, then the user > won't be able to see the tickets from the other account because you will > have essentially two accounts. > > > Jorge Aldana wrote: >> Hello All, >> >> As users send tickets via e-mail their tickets are Requester set to >> username at email.com but at login they are username and as username cannot see >> their e-mailed tickets within the RT website. Is there a way to set it so >> logging in users can see their e-mailed tickets? A scrip or config? I just was >> moved to running our RT so I'm still fishing through the config's and setup. >> >> Thanks, >> >> Jorge >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ------------------------------ Message: 3 Date: Mon, 28 Jul 2008 11:58:43 -0700 From: "Ryan Hardester" Subject: [rt-users] Stay on home after take To: Message-ID: Content-Type: text/plain; charset="us-ascii" Is it possible to change the X Newest Unowned Ticket block so that when "Take" is clicked, it takes the ticket then instead of going to ticket view, it will return you to the home page? --Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20080728/2 c03249a/attachment-0001.htm ------------------------------ Message: 4 Date: Mon, 28 Jul 2008 14:00:27 -0500 From: Micah Gersten Subject: Re: [rt-users] Username at RT login not matching Ticket sent via e-mail To: Jorge Aldana Cc: rt-users at lists.bestpractical.com Message-ID: <488E174B.2060806 at onshore.com> Content-Type: text/plain; charset=ISO-8859-1 In RT 3.6.0 it doesn't seem to create 2 accounts for this. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Jorge Aldana wrote: > Well users login with username and the ticket is sent in via e-mail as > username at email.com so yes there's two accounts. > > Does RT allow for users to login via username at email.com? Or is there a scrip to > alter the tickets to set it to username instead of username at email.com as > requester when tickets are created? Or force users to login as > username at email.com? > > I'm still fishing through the doc's and learning RT so don't quite know where > the tweaking can take place for this. Any guide or pointing to guides if anyone > can. > > Thanks, > > Jorge > > On Mon, 28 Jul 2008, John Arends wrote: > > >> Do their usernames have the proper email address? Or do you end up with >> 2 accounts per person? If the account a user logs in with is not the >> same as the account created when the email is sent in, then the user >> won't be able to see the tickets from the other account because you will >> have essentially two accounts. >> >> >> Jorge Aldana wrote: >> >>> Hello All, >>> >>> As users send tickets via e-mail their tickets are Requester set to >>> username at email.com but at login they are username and as username cannot see >>> their e-mailed tickets within the RT website. Is there a way to set it so >>> logging in users can see their e-mailed tickets? A scrip or config? I just was >>> moved to running our RT so I'm still fishing through the config's and setup. >>> >>> Thanks, >>> >>> Jorge >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > ------------------------------ Message: 5 Date: Mon, 28 Jul 2008 23:06:56 +0400 From: "Ruslan Zakirov" Subject: Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses? To: "Mathieu Longtin" Cc: rt-users at lists.bestpractical.com Message-ID: <589c94400807281206i280cf1f6m706bc3f29d2eb97a at mail.gmail.com> Content-Type: text/plain; charset=UTF-8 On Mon, Jul 28, 2008 at 10:39 PM, Mathieu Longtin wrote: > I have a hard time believing that the 300M Chinese on the net have an email address spelled with ascii characters, but I just checked with our Exchange server here and on gmail, and both refused a single accented letter in the user name. > > So you are right about restricting it. > > As for the "smaller field smaller db" excuse, utf8 is the same as ascii as long as you use strictly ascii characters. Also, the last I heard that excuse was for putting centuries in dates, thus saving 2 bytes for each date. We all know where that got us :) we are talking not about 2 bytes, but about x3 for each row. As far as I know InnoDB can not pack indexes so every record in the column will take full possible length in any index using it. Let's avoid discussion about characters and their length in bytes when we're using UTF-8, but in mysql it will be 3 times longer than ascii. It's up to you to decide if it's cheap or not. > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: July 28, 2008 14:29 > To: Mathieu Longtin > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses? > > Nope, they can not. Only comment and phrase parts of addr_spec can, > but address itself can not. > > However, may be soon we'll see international domains and situation > could be changed, but at this point I think it's better to stick with > ASCII. Smaller fields - smaller indexes - smaller DB. > > On Mon, Jul 28, 2008 at 8:23 PM, Mathieu Longtin wrote: >> Looking at the RT3.8 mysql upgrade script, I found out that most email >> address fields are set to be ASCII characters only: >> >> >> >> ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL; >> >> ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL >> DEFAULT NULL; >> >> >> >> This strike me as odd, since email address can contain international >> characters, AFAIK. Correct me if I'm wrong. >> >> >> >> -- >> >> Mathieu Longtin >> >> Bureau: 1-514-270-7762x230 >> >> Portable: 1-514-803-8977 >> >> www.dbsoft.ca >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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. ------------------------------ Message: 6 Date: Mon, 28 Jul 2008 19:19:13 +0000 From: Jean-Sebastien Morisset Subject: [rt-users] Add comment to ticket from Scrip? To: RT Users Message-ID: <20080728191913.GA6714 at zaphod.mvlan.net> Content-Type: text/plain; charset=us-ascii Hi everyone, I have the following script: Custom condition ---------------- return 0 unless ($self->TransactionObj->Type eq "Correspond"); return 0 unless ($self->TicketObj->FirstCustomFieldValue('49')); return 1; Custom action preparation code ------------------------------ my $event_no = $self->TicketObj->FirstCustomFieldValue('49'); my $exec_res; system("/opt/rt3/bin/tivoli-event.sh ACK $event_no"); return 1; I'd like to read the output of that system call and add it as a comment to the ticket. Reading the output is no problem, but how to I add a comment to the current ticket? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator ------------------------------ Message: 7 Date: Mon, 28 Jul 2008 23:32:57 +0400 From: "Ruslan Zakirov" Subject: Re: [rt-users] Add a "Delete" link to Newest Unowned list To: "Michael James" Cc: rt-users at lists.bestpractical.com Message-ID: <589c94400807281232g4bb6ab80q6c21cef673c59339 at mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Add Delete to format string of that search. Read more about formats in archives and wiki. On Mon, Jul 28, 2008 at 10:34 PM, Michael James wrote: > Hi, we're using a Barracuda 400 to remove spam from our incoming email, but still the occasional piece of spam gets through. I thought it might be a good idea to add a "Delete" column to the default "10 Newest Unowned Tickets" view, so that the customer service reps could easily delete them with a single click. Can this be easily accomplished? > > Using RT 3.6.6 at the moment. > > Thanks, Mike > > > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ------------------------------ Message: 8 Date: Mon, 28 Jul 2008 15:41:22 -0400 From: "Mathieu Longtin" Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text To: "Ruslan Zakirov" Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset="UTF-8" So your patch for utf8 worked, except it's 'utf8', not 'UTF-8'. Here's one for the NOT NULL DEFAULT NULL issue: diff --git a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0- index 491c904..3585c7e 100755 --- a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl +++ b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl @@ -339,11 +339,10 @@ sub build_column_definition { $res .= 'NULL'; my $default = column_info(@info{qw(TABLE_NAME COLUMN_NAME)})->{default}; if ( defined $default ) { - $default = $dbh->quote($default); - } else { - $default = 'NULL'; + $res .= ' DEFAULT '.$dbh->quote($default); + } elsif ( $info{'NULLABLE'} ) { + $res .= ' DEFAULT NULL' } - $res .= ' DEFAULT '. $default; $res .= ' AUTO_INCREMENT' if $info{'mysql_is_auto_increment'}; return $res; } -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: July 28, 2008 14:41 To: Mathieu Longtin Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text Do you have any customizations of RT code? Older RT versions were not using any connection adjustments like SET NAMES or SET CHARACTER SET and most users had latin-1 as default mysql charset. RT was storing UTF-8 data into latin-1 columns what is theoretically wrong, but practically works fine. In 3.8 we have to properly define columns as binary, UTF-8 or ascii as actually they do contain only this data. MySQL's doc clearly says that the only way is to convert field to some binary format (no data change) and then to required character set. All these is described in comments in the beginning of the script. Try attached patch instead of what you've described below. I'm going to look at "NOT NULL DEFAULT NULL" problem. On Mon, Jul 28, 2008 at 8:14 PM, Mathieu Longtin wrote: > First, thanks for the 3.8 upgrade. Much appreciated. > > I already had accents in my tickets, and running > schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a on Redhat. > > I discovered that if I skip the VARBINARY part of the upgrade, the > data is fine. So instead of > > ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT > NULL; > ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET > utf8 NULL DEFAULT NULL; > > Just do: > > ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET > utf8 NULL DEFAULT NULL; > > So, if your data is garbled post upgrade, restore your backup (you had > a backup, right?), and follow these instructions to run > schema.mysql-4.0-4.1.pl. > > You can easily get those UTF8 modify commands like this: > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep > MODIFY.*utf8 > > > Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, > the full command: > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ > grep MODIFY.*utf8 | \ > perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ > mysql -urt_user -prt_pass rt > > Then, run schema.mysql-4.0-4.1.pl normally, the columns that were > fixed already won't be refixed by the upgrade script again. > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ > perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ > mysql -urt_user -prt_pass rt > > > -Mathieu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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. ------------------------------ _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 52, Issue 81 **************************************** From jarends at illinois.edu Mon Jul 28 17:26:06 2008 From: jarends at illinois.edu (John Arends) Date: Mon, 28 Jul 2008 16:26:06 -0500 Subject: [rt-users] Slightly OT: Perl Modules question In-Reply-To: <819560AF-5A56-4C72-A435-7D97E3606AAE@sanger.ac.uk> References: <488DDD3F.2090601@illinois.edu> <819560AF-5A56-4C72-A435-7D97E3606AAE@sanger.ac.uk> Message-ID: <488E396E.90805@illinois.edu> There is one person here who feels very strongly about the RPM based approach (not me) but I do agree that RT doesn't really get rebuilt very often. Since we actually run it in a VM on top of ESX, I almost feel like the kickstart isn't as necessary as I can make copies of the VM files and feel reasonably comfortable that way. Kickstart is awful nice when dealing with bare metal and being able to restore. However I have restored exactly...never. So I'm not sure which way to go. Here I am looking at going from 3.6.x to 3.8 and it basically involves building a whole new machine. I can't imagine actually upgrading it in place based on everything that has to be installed. I'm curious what the RT people do to manage all the perl modules in a consistent way since I'm sure they build a ton of test machines over and over again. Jesse? Tim Cutts wrote: > > In an ideal world, I'd do what you're suggesting, and store those > RPM's in my own repository. In fact, I use Debian, not Red Hat, but > the principle is the same. It's particularly awkward at the moment, > though, because the new version of RT requires versions of some of > these perl modules which are considerably more recent than those in > Debian stable, so for testing purposes I've gone for the CPAN > approach. It does mean that things could go wrong with a future CPAN > update, but I don't tend to upgrade RT frequently (this is my first > upgrade since RT 3.4.2) > From scott at lackluster.net Mon Jul 28 17:39:29 2008 From: scott at lackluster.net (scott smith) Date: Mon, 28 Jul 2008 14:39:29 -0700 Subject: [rt-users] Slightly OT: Perl Modules question In-Reply-To: <488E396E.90805@illinois.edu> References: <488DDD3F.2090601@illinois.edu> <819560AF-5A56-4C72-A435-7D97E3606AAE@sanger.ac.uk> <488E396E.90805@illinois.edu> Message-ID: <488E3C91.9070100@lackluster.net> John Arends wrote: > There is one person here who feels very strongly about the RPM based > approach (not me) but I do agree that RT doesn't really get rebuilt very > often. Since we actually run it in a VM on top of ESX, I almost feel > like the kickstart isn't as necessary as I can make copies of the VM > files and feel reasonably comfortable that way. Kickstart is awful nice > when dealing with bare metal and being able to restore. > > However I have restored exactly...never. So I'm not sure which way to go. > > Here I am looking at going from 3.6.x to 3.8 and it basically involves > building a whole new machine. I can't imagine actually upgrading it in > place based on everything that has to be installed. I initally set up our RT instance on a FreeBSD machine. It was pretty damn easy, took me like 10 minutes. Most of our production network is run on CentOS 5, however. Late last year I set up a completely new kickstart environment which allowed us to fully automate 90-95% of the roll out process here. I was interested in setting up a new RT machine, as the one it's currently on is pretty old. However, the sheer amount of work required to ensure the Perl module RPMs are of a sufficient version and stored in my local yum repo was enough that I spent multiple days downloading and building the RPMs. I later found cpan2rpm, which did help. Then I realized that the "set it and forget it" (thanks, Ronco) method I used was, in this single occasion, a much more efficient use of my resources to the company. We're not rolling out 20 new RT instances every week. Since I set it up last September, I've upgraded RT three times on that machine and all it really required was ensuring my ports tree was up to date before trying to upgrade the Perl modules. -scott From ocraig at stillsecure.com Mon Jul 28 17:25:21 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Mon, 28 Jul 2008 15:25:21 -0600 Subject: [rt-users] resolved -> closed without updating "Resolved" timestamp? Message-ID: <1217280321.9859.32.camel@ook.latis.com> Help? I'm writing a script using the RT CLI to auto-move resolved tickets to 'closed' status a week after they're set to resolved. (We allow customers to reopen 'resolved' tickets with an email, but not closed ones.) Problem for me is we have a lot of business logic around the timestamp for when a ticket was marked resolved, and I don't want the "Resolved" time to change. Right now, when a ticket moves from the "Resolved" status to the "Closed" status (e.g. by using 'rt edit ticket/$TICKETNUM set status=closed') the "Resolved" timestamp gets updated. Is there any way to prevent this from happening? After fooling around a bit, the only thing I've been able to come up with is to pull the date before closing, store the value, close the ticket, and then reinsert the stored value with a direct database call. To me this seems both Bad and Wrong but I can't see another way out except maybe to hack RT itself and change the logic around the timestamp so that it only gets modified if the status change involves a move from @ActiveStatus to @InactiveStatus. RT 3.6.0 (I know, I know... Trying to make time for a 3.8 u/g) on CentOS, MySQL 4.1.20. Thoughts? Ole PS. Oh, and I still need scrips to fire on the status change itself, since one of the things that's supposed to happen is an automated customer satisfaction survey that gets sent from a scrip. -- /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 macosxforme at gmail.com Mon Jul 28 19:29:38 2008 From: macosxforme at gmail.com (David Haines) Date: Mon, 28 Jul 2008 19:29:38 -0400 Subject: [rt-users] RT 3.8 successful install in OS X Server 10.5 ("Leopard") Message-ID: <5048F42A-25A3-468D-8F89-D6FC6676102A@gmail.com> Hi. Thanks for RT - look forward to using it ! I've successfully installed RT 3.8 on a Mac running OS X 10.5 Server, using the Apple-supplied Apache (2.2.6), PHP (5.2.x), MySQL (5.0.45) & Perl (5.8.8) The existing page on Mac OS X Server actually didn't help in this regard. I worked with the Manual Requirements & Manual Installaion pages. I'd like to go through the process once more and document it. Who at RT can I submit this to, please ? Thanks, -- David. From jesse at bestpractical.com Mon Jul 28 19:38:30 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 28 Jul 2008 19:38:30 -0400 Subject: [rt-users] RT 3.8 successful install in OS X Server 10.5 ("Leopard") In-Reply-To: <5048F42A-25A3-468D-8F89-D6FC6676102A@gmail.com> References: <5048F42A-25A3-468D-8F89-D6FC6676102A@gmail.com> Message-ID: <20080728233829.GE32146@bestpractical.com> > I'd like to go through the process once more and document it. Who at > RT can I submit this to, please ? The right thing to do is to add it to the wiki at http://wiki.bestpractical.com. Thanks! Jesse > > > Thanks, > > -- David. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From raymond.richmond at ualberta.ca Mon Jul 28 20:40:33 2008 From: raymond.richmond at ualberta.ca (Richmond, Raymond) Date: Mon, 28 Jul 2008 18:40:33 -0600 Subject: [rt-users] Pubcookie, RT 3.8.0, cookies getting mangled? Message-ID: <6CB1FBAA6BAA04408A22C7883FC7982B5CDB04@titanium> Ok, after playing around for a while more I am at a state where it appears pubcookie detects that I have no cookie, redirects me to the login server, cookie is set, browser is redirected back to my rt server, pubcookie can see a session cookie and then I get dropped to the rt login page. It seems rt is mangling something once I get redirected back (perhaps due to me mangling something in config). Debian etch, apache2, mod_fastcgi, rt 3.8.0 First is there a page inside RT I can look at to see what it thinks the Apache Variables being presented are? When I go to a test-site the authentication sets up the REMOTE_USER as I expect but I want to be sure in this site it is correct. Second I include my Virtualhost config and RT_Siteconfig for scrutiny/mocking. J ServerAdmin nos at ualberta.ca ServerName myfqdn.com ErrorLog /var/log/apache2/nosticket-error CustomLog /var/log/apache2/nosticket-access_log common LogLevel debug SSLEngine on SSLCertificateFile /etc/ssl/certs/myfqdn.com.crt SSLCertificateKeyFile /etc/ssl/private/myfqdn.com.key DocumentRoot /usr/local/encap/rt-3.8.0/share/rt3/html PubcookieGrantingCertFile /usr/local/pubcookie/keys/pubcookie-granting.cert PubcookieSessionKeyFile /etc/ssl/private/server.key PubcookieSessionCertFile /etc/ssl/certs/nosticket.crt PubcookieKeyDir /usr/local/pubcookie/keys/ PubcookieLogin https://weblogin.mydomain.com/ PubcookieLoginMethod POST PubcookieAuthTypeNames NETID PubCookiePostURL /index.html AddHandler fastcgi-script fcgi ScriptAlias / /usr/local/encap/rt-3.8.0/bin/mason_handler.fcgi/ Options FollowSymLinks AllowOverride AuthConfig Options Indexes FollowSymLinks MultiViews AllowOverride AuthConfig AuthType NETID Require group NetOps AuthGroupFile /etc/apache2/sites-available/nos-groupfile AddDefaultCharset UTF-8 SetHandler fastcgi-script AuthType NETID AuthName NetOpsRT Require group NetOps AuthGroupFile /etc/apache2/sites-available/nos-groupfile satisfy any AuthType none order deny,allow allow from all RT_Siteconfig Set($rtname , "myrtname"); Set($Organization , "myorg"); Set($Timezone , 'Canada/Mountain'); Set($DatabaseHost , 'mydbfqdn.com'); Set($DatabaseUser , 'nos'); Set($DatabasePassword , 'rtsucks'); Set($DatabaseName , 'nosticket'); Set($OwnerEmail , 'richmond at ualberta.ca'); Set($WebBaseURL, 'https://myfqdn.com'); Set($WebPort, '443'); Set($WebImagesURL, $WebURL.'/NoAuth/images/'); Set($WebSecureCookies, 1); Set($LogToSyslog , undef); Set($LogToScreen , 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/var/log/rt3'); Set($LogToFileNamed , "rt.log"); #log to rt.log Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth, true); Set($WebExternalAuto, 0); 1; -- -- Raymond Richmond phone:(780)492-9327 Team Lead, Network Operations Group fax:(780)492-1729 AICT email:raymond.richmond at ualberta.ca 103A General Services Building Edmonton, Alberta Canada T6G 2H1 Omnia mutantur nihil interit This communication is intended for the use of the recipient to which it is addressed, and may contain confidential, personal, and/or privileged information. Please contact us immediately if you are not the intended recipient of this communication. If you are not the intended recipient of this communication, do not copy, distribute, or take action on it. Any communication received in error, or subsequent reply, should be deleted or destroyed. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Jul 28 20:49:42 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 29 Jul 2008 04:49:42 +0400 Subject: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text In-Reply-To: References: <589c94400807281141q774561acs8cb206be220acd79@mail.gmail.com> Message-ID: <589c94400807281749q32557fc9na208b3105b5a6705@mail.gmail.com> thanks. applied. On Mon, Jul 28, 2008 at 11:41 PM, Mathieu Longtin wrote: > So your patch for utf8 worked, except it's 'utf8', not 'UTF-8'. > > Here's one for the NOT NULL DEFAULT NULL issue: > > diff --git a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0- > index 491c904..3585c7e 100755 > --- a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl > +++ b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl > @@ -339,11 +339,10 @@ sub build_column_definition { > $res .= 'NULL'; > my $default = column_info(@info{qw(TABLE_NAME COLUMN_NAME)})->{default}; > if ( defined $default ) { > - $default = $dbh->quote($default); > - } else { > - $default = 'NULL'; > + $res .= ' DEFAULT '.$dbh->quote($default); > + } elsif ( $info{'NULLABLE'} ) { > + $res .= ' DEFAULT NULL' > } > - $res .= ' DEFAULT '. $default; > $res .= ' AUTO_INCREMENT' if $info{'mysql_is_auto_increment'}; > return $res; > } > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: July 28, 2008 14:41 > To: Mathieu Longtin > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text > > Do you have any customizations of RT code? > > Older RT versions were not using any connection adjustments like SET NAMES or SET CHARACTER SET and most users had latin-1 as default mysql charset. RT was storing UTF-8 data into latin-1 columns what is theoretically wrong, but practically works fine. In 3.8 we have to properly define columns as binary, UTF-8 or ascii as actually they do contain only this data. MySQL's doc clearly says that the only way is to convert field to some binary format (no data change) and then to required character set. All these is described in comments in the beginning of the script. > > Try attached patch instead of what you've described below. I'm going to look at "NOT NULL DEFAULT NULL" problem. > > On Mon, Jul 28, 2008 at 8:14 PM, Mathieu Longtin wrote: >> First, thanks for the 3.8 upgrade. Much appreciated. >> >> I already had accents in my tickets, and running >> schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a on Redhat. >> >> I discovered that if I skip the VARBINARY part of the upgrade, the >> data is fine. So instead of >> >> ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT >> NULL; >> ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET >> utf8 NULL DEFAULT NULL; >> >> Just do: >> >> ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET >> utf8 NULL DEFAULT NULL; >> >> So, if your data is garbled post upgrade, restore your backup (you had >> a backup, right?), and follow these instructions to run >> schema.mysql-4.0-4.1.pl. >> >> You can easily get those UTF8 modify commands like this: >> >> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep >> MODIFY.*utf8 >> >> >> Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, >> the full command: >> >> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ >> grep MODIFY.*utf8 | \ >> perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ >> mysql -urt_user -prt_pass rt >> >> Then, run schema.mysql-4.0-4.1.pl normally, the columns that were >> fixed already won't be refixed by the upgrade script again. >> >> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ >> perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ >> mysql -urt_user -prt_pass rt >> >> >> -Mathieu >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From peter at ifm.liu.se Tue Jul 29 04:59:12 2008 From: peter at ifm.liu.se (Peter Eriksson) Date: Tue, 29 Jul 2008 10:59:12 +0200 Subject: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text In-Reply-To: References: <589c94400807281141q774561acs8cb206be220acd79@mail.gmail.com> Message-ID: <488EDBE0.5060009@ifm.liu.se> Hmm... I was just about to start an upgrade till RT 3.8.0 when I noticed these messages regarding these issues. Is there a complete list of what needs to be fixed to get it to work, or should one just wait for RT 3.8.1 to pop up? - Peter Mathieu Longtin wrote: > So your patch for utf8 worked, except it's 'utf8', not 'UTF-8'. > > Here's one for the NOT NULL DEFAULT NULL issue: > > diff --git a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0- > index 491c904..3585c7e 100755 > --- a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl > +++ b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl > @@ -339,11 +339,10 @@ sub build_column_definition { > $res .= 'NULL'; > my $default = column_info(@info{qw(TABLE_NAME COLUMN_NAME)})->{default}; > if ( defined $default ) { > - $default = $dbh->quote($default); > - } else { > - $default = 'NULL'; > + $res .= ' DEFAULT '.$dbh->quote($default); > + } elsif ( $info{'NULLABLE'} ) { > + $res .= ' DEFAULT NULL' > } > - $res .= ' DEFAULT '. $default; > $res .= ' AUTO_INCREMENT' if $info{'mysql_is_auto_increment'}; > return $res; > } > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: July 28, 2008 14:41 > To: Mathieu Longtin > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text > > Do you have any customizations of RT code? > > Older RT versions were not using any connection adjustments like SET NAMES or SET CHARACTER SET and most users had latin-1 as default mysql charset. RT was storing UTF-8 data into latin-1 columns what is theoretically wrong, but practically works fine. In 3.8 we have to properly define columns as binary, UTF-8 or ascii as actually they do contain only this data. MySQL's doc clearly says that the only way is to convert field to some binary format (no data change) and then to required character set. All these is described in comments in the beginning of the script. > > Try attached patch instead of what you've described below. I'm going to look at "NOT NULL DEFAULT NULL" problem. > > On Mon, Jul 28, 2008 at 8:14 PM, Mathieu Longtin wrote: >> First, thanks for the 3.8 upgrade. Much appreciated. >> >> I already had accents in my tickets, and running >> schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a on Redhat. >> >> I discovered that if I skip the VARBINARY part of the upgrade, the >> data is fine. So instead of >> >> ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT >> NULL; >> ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET >> utf8 NULL DEFAULT NULL; >> >> Just do: >> >> ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET >> utf8 NULL DEFAULT NULL; >> >> So, if your data is garbled post upgrade, restore your backup (you had >> a backup, right?), and follow these instructions to run >> schema.mysql-4.0-4.1.pl. >> >> You can easily get those UTF8 modify commands like this: >> >> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep >> MODIFY.*utf8 >> >> >> Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, >> the full command: >> >> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ >> grep MODIFY.*utf8 | \ >> perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ >> mysql -urt_user -prt_pass rt >> >> Then, run schema.mysql-4.0-4.1.pl normally, the columns that were >> fixed already won't be refixed by the upgrade script again. >> >> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ >> perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ >> mysql -urt_user -prt_pass rt >> >> >> -Mathieu >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 185 bytes Desc: OpenPGP digital signature URL: From ask at jillion.dk Tue Jul 29 06:23:26 2008 From: ask at jillion.dk (Ask Holme) Date: Tue, 29 Jul 2008 12:23:26 +0200 Subject: [rt-users] RT 3.8.0 Search build page real slow Message-ID: <488EEF9E.4000603@jillion.dk> Hey List Lately (both before and after upgrade to 3.8.0) i'v been having problems with performance of the query builder. Overall RT runs quite fast, viewing of queues and tickets is fully acceptable and ticket updates is also fine. However, if i want to do a custom search and therefore opens a new query performance falls. The query builder page takes way over 1 minute to load and the same loading time apply for every term adding action. If build a moderately complex query i can easily use 20 minutes, just to add the terms - most of this waiting time. Looking on the server i can see, that RT eats about 70-80 pct. af my 2,8 gHZ Xeon CPU while sending the page to me. The database is quite huge (about 1 GB holding 34k tickets with 300k transactions), however when both queue and ticket viewing is fast that can't be the problem ? Does anyone else of the have big trouble with the query building page ? Any ideas for how to speed it up ? From ask at jillion.dk Tue Jul 29 07:05:01 2008 From: ask at jillion.dk (Ask Holme) Date: Tue, 29 Jul 2008 13:05:01 +0200 Subject: [rt-users] RT 3.8.0 Search build page real slow In-Reply-To: <488EEF9E.4000603@jillion.dk> References: <488EEF9E.4000603@jillion.dk> Message-ID: <488EF95D.3020405@jillion.dk> Iv solved the problem my self. Faulty rights on a specific queue caused the owner list to be quite long, which RT didn't like. (By mistake someone had given the own ticket right on the queue to all unprivileged users) Ask Holme wrote: > Hey List > > Lately (both before and after upgrade to 3.8.0) i'v been having problems > with performance of the query builder. > Overall RT runs quite fast, viewing of queues and tickets is fully > acceptable and ticket updates is also fine. > However, if i want to do a custom search and therefore opens a new query > performance falls. > The query builder page takes way over 1 minute to load and the same > loading time apply for every term adding action. If build a moderately > complex query i can easily use 20 minutes, just to add the terms - most > of this waiting time. Looking on the server i can see, that RT eats > about 70-80 pct. af my 2,8 gHZ Xeon CPU while sending the page to me. > > The database is quite huge (about 1 GB holding 34k tickets with 300k > transactions), however when both queue and ticket viewing is fast that > can't be the problem ? > > Does anyone else of the have big trouble with the query building page ? > > Any ideas for how to speed it up ? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > !DSPAM:44,488ef6156701618985631! > > > From ruz at bestpractical.com Tue Jul 29 07:34:15 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 29 Jul 2008 15:34:15 +0400 Subject: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text In-Reply-To: <488EDBE0.5060009@ifm.liu.se> References: <589c94400807281141q774561acs8cb206be220acd79@mail.gmail.com> <488EDBE0.5060009@ifm.liu.se> Message-ID: <589c94400807290434h22840d47s5854dc4c8c5b968c@mail.gmail.com> You can help test upgrade by using copy of your DB and RT from our repository. That would be really helpful. On Tue, Jul 29, 2008 at 12:59 PM, Peter Eriksson wrote: > Hmm... > > > I was just about to start an upgrade till RT 3.8.0 when I noticed these > messages regarding these issues. Is there a complete list of what needs > to be fixed to get it to work, or should one just wait for RT 3.8.1 to > pop up? > > - Peter > > > Mathieu Longtin wrote: >> So your patch for utf8 worked, except it's 'utf8', not 'UTF-8'. >> >> Here's one for the NOT NULL DEFAULT NULL issue: >> >> diff --git a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0- >> index 491c904..3585c7e 100755 >> --- a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl >> +++ b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl >> @@ -339,11 +339,10 @@ sub build_column_definition { >> $res .= 'NULL'; >> my $default = column_info(@info{qw(TABLE_NAME COLUMN_NAME)})->{default}; >> if ( defined $default ) { >> - $default = $dbh->quote($default); >> - } else { >> - $default = 'NULL'; >> + $res .= ' DEFAULT '.$dbh->quote($default); >> + } elsif ( $info{'NULLABLE'} ) { >> + $res .= ' DEFAULT NULL' >> } >> - $res .= ' DEFAULT '. $default; >> $res .= ' AUTO_INCREMENT' if $info{'mysql_is_auto_increment'}; >> return $res; >> } >> >> >> -----Original Message----- >> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov >> Sent: July 28, 2008 14:41 >> To: Mathieu Longtin >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text >> >> Do you have any customizations of RT code? >> >> Older RT versions were not using any connection adjustments like SET NAMES or SET CHARACTER SET and most users had latin-1 as default mysql charset. RT was storing UTF-8 data into latin-1 columns what is theoretically wrong, but practically works fine. In 3.8 we have to properly define columns as binary, UTF-8 or ascii as actually they do contain only this data. MySQL's doc clearly says that the only way is to convert field to some binary format (no data change) and then to required character set. All these is described in comments in the beginning of the script. >> >> Try attached patch instead of what you've described below. I'm going to look at "NOT NULL DEFAULT NULL" problem. >> >> On Mon, Jul 28, 2008 at 8:14 PM, Mathieu Longtin wrote: >>> First, thanks for the 3.8 upgrade. Much appreciated. >>> >>> I already had accents in my tickets, and running >>> schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a on Redhat. >>> >>> I discovered that if I skip the VARBINARY part of the upgrade, the >>> data is fine. So instead of >>> >>> ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT >>> NULL; >>> ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET >>> utf8 NULL DEFAULT NULL; >>> >>> Just do: >>> >>> ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET >>> utf8 NULL DEFAULT NULL; >>> >>> So, if your data is garbled post upgrade, restore your backup (you had >>> a backup, right?), and follow these instructions to run >>> schema.mysql-4.0-4.1.pl. >>> >>> You can easily get those UTF8 modify commands like this: >>> >>> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep >>> MODIFY.*utf8 >>> >>> >>> Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, >>> the full command: >>> >>> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ >>> grep MODIFY.*utf8 | \ >>> perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ >>> mysql -urt_user -prt_pass rt >>> >>> Then, run schema.mysql-4.0-4.1.pl normally, the columns that were >>> fixed already won't be refixed by the upgrade script again. >>> >>> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ >>> perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ >>> mysql -urt_user -prt_pass rt >>> >>> >>> -Mathieu >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> >> -- >> Best regards, Ruslan. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From bekeny-rt at docca.hu Tue Jul 29 07:51:44 2008 From: bekeny-rt at docca.hu (BALINT Bekeny) Date: Tue, 29 Jul 2008 13:51:44 +0200 Subject: [rt-users] Autocomplete type Custom Fields in 3.8.0 Message-ID: Hi List, I have a question about how "Enter one value with autocompletion" type CFs work. I have created a Ticket CF with this type and also added some values for this but nothing happens if I start to type in the CF's input box. The apache log said: 10.8.0.10 - - [29/Jul/2008:11:16:35 +0200] "POST /Helpers/Autocomplete/CustomFieldValues HTTP/1.1" 200 - I don't see any error messages in apache error log or in syslog. Did I forget some requirements? Is there any documentation of this? Should it autocomplete only the added values or the previously entered values too? Thanks -- Bekeny -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Jul 29 08:09:57 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 29 Jul 2008 08:09:57 -0400 Subject: [rt-users] Username at RT login not matching Ticket sent via e-mail In-Reply-To: <488E276B.3050203@illinois.edu> References: <488A1F33.2070701@lbl.gov> <488DCDFE.6010203@illinois.edu> <488E276B.3050203@illinois.edu> Message-ID: <488F0895.4030602@ucrwcu.rwc.uc.edu> Try RT::Extension::MergeUsers (unless that has been merged into 3.8?) from CPAN. John Arends wrote: > The fact that you have two accounts is the problem. An account can have > a username and an email address so they can log in as 'bob' but have an > email address of bob at organization.com > > I'm not sure how you'd fix this problem other than consolidating down to > one account per person. There isn't a way that I'm aware of to say > "these 2 users are really the same person." > > Jorge Aldana wrote: > >> Well users login with username and the ticket is sent in via e-mail as >> username at email.com so yes there's two accounts. >> >> Does RT allow for users to login via username at email.com? Or is there a scrip to >> alter the tickets to set it to username instead of username at email.com as >> requester when tickets are created? Or force users to login as >> username at email.com? >> >> I'm still fishing through the doc's and learning RT so don't quite know where >> the tweaking can take place for this. Any guide or pointing to guides if anyone >> can. >> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From ask at jillion.dk Tue Jul 29 08:18:16 2008 From: ask at jillion.dk (Ask Holme) Date: Tue, 29 Jul 2008 14:18:16 +0200 Subject: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text In-Reply-To: <589c94400807290434h22840d47s5854dc4c8c5b968c@mail.gmail.com> References: <589c94400807281141q774561acs8cb206be220acd79@mail.gmail.com> <488EDBE0.5060009@ifm.liu.se> <589c94400807290434h22840d47s5854dc4c8c5b968c@mail.gmail.com> Message-ID: <488F0A88.9080402@jillion.dk> I'm having trouble with UTF8 text in 3.8.0 too. Ruslans patched fixed the special chars in queue names and ticket subjects. However when viewing tickets, UTF8 text in the email text is still wrong. But if i click reply/comment on the post, text is shown correctly in the editor (i'm using the WYSIWYG FCKeditor) Any idea of what i could patch ? Ruslan Zakirov wrote: > You can help test upgrade by using copy of your DB and RT from our > repository. That would be really helpful. > > On Tue, Jul 29, 2008 at 12:59 PM, Peter Eriksson wrote: > >> Hmm... >> >> >> I was just about to start an upgrade till RT 3.8.0 when I noticed these >> messages regarding these issues. Is there a complete list of what needs >> to be fixed to get it to work, or should one just wait for RT 3.8.1 to >> pop up? >> >> - Peter >> >> >> Mathieu Longtin wrote: >> >>> So your patch for utf8 worked, except it's 'utf8', not 'UTF-8'. >>> >>> Here's one for the NOT NULL DEFAULT NULL issue: >>> >>> diff --git a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0- >>> index 491c904..3585c7e 100755 >>> --- a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl >>> +++ b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl >>> @@ -339,11 +339,10 @@ sub build_column_definition { >>> $res .= 'NULL'; >>> my $default = column_info(@info{qw(TABLE_NAME COLUMN_NAME)})->{default}; >>> if ( defined $default ) { >>> - $default = $dbh->quote($default); >>> - } else { >>> - $default = 'NULL'; >>> + $res .= ' DEFAULT '.$dbh->quote($default); >>> + } elsif ( $info{'NULLABLE'} ) { >>> + $res .= ' DEFAULT NULL' >>> } >>> - $res .= ' DEFAULT '. $default; >>> $res .= ' AUTO_INCREMENT' if $info{'mysql_is_auto_increment'}; >>> return $res; >>> } >>> >>> >>> -----Original Message----- >>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov >>> Sent: July 28, 2008 14:41 >>> To: Mathieu Longtin >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text >>> >>> Do you have any customizations of RT code? >>> >>> Older RT versions were not using any connection adjustments like SET NAMES or SET CHARACTER SET and most users had latin-1 as default mysql charset. RT was storing UTF-8 data into latin-1 columns what is theoretically wrong, but practically works fine. In 3.8 we have to properly define columns as binary, UTF-8 or ascii as actually they do contain only this data. MySQL's doc clearly says that the only way is to convert field to some binary format (no data change) and then to required character set. All these is described in comments in the beginning of the script. >>> >>> Try attached patch instead of what you've described below. I'm going to look at "NOT NULL DEFAULT NULL" problem. >>> >>> On Mon, Jul 28, 2008 at 8:14 PM, Mathieu Longtin wrote: >>> >>>> First, thanks for the 3.8 upgrade. Much appreciated. >>>> >>>> I already had accents in my tickets, and running >>>> schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a on Redhat. >>>> >>>> I discovered that if I skip the VARBINARY part of the upgrade, the >>>> data is fine. So instead of >>>> >>>> ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT >>>> NULL; >>>> ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET >>>> utf8 NULL DEFAULT NULL; >>>> >>>> Just do: >>>> >>>> ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET >>>> utf8 NULL DEFAULT NULL; >>>> >>>> So, if your data is garbled post upgrade, restore your backup (you had >>>> a backup, right?), and follow these instructions to run >>>> schema.mysql-4.0-4.1.pl. >>>> >>>> You can easily get those UTF8 modify commands like this: >>>> >>>> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep >>>> MODIFY.*utf8 >>>> >>>> >>>> Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, >>>> the full command: >>>> >>>> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ >>>> grep MODIFY.*utf8 | \ >>>> perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ >>>> mysql -urt_user -prt_pass rt >>>> >>>> Then, run schema.mysql-4.0-4.1.pl normally, the columns that were >>>> fixed already won't be refixed by the upgrade script again. >>>> >>>> perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ >>>> perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ >>>> mysql -urt_user -prt_pass rt >>>> >>>> >>>> -Mathieu >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com Commercial support: >>>> sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>> >>> -- >>> Best regards, Ruslan. >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > > > > From falcone at bestpractical.com Tue Jul 29 09:42:21 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 29 Jul 2008 09:42:21 -0400 Subject: [rt-users] Autocomplete type Custom Fields in 3.8.0 In-Reply-To: References: Message-ID: On Jul 29, 2008, at 7:51 AM, BALINT Bekeny wrote: > Hi List, > > I have a question about how "Enter one value with autocompletion" > type CFs work. > I have created a Ticket CF with this type and also added some values > for this > but nothing happens if I start to type in the CF's input box. > The apache log said: > 10.8.0.10 - - [29/Jul/2008:11:16:35 +0200] "POST /Helpers/ > Autocomplete/CustomFieldValues HTTP/1.1" 200 - > > I don't see any error messages in apache error log or in syslog. > > Did I forget some requirements? > Is there any documentation of this? > Should it autocomplete only the added values or the previously > entered values too? Hi Bekeny I've pushed a change for this that will be in 3.8.1 (svn revision 14587) It pulls the list of autocomplete values from the values that you enter on the Custom Field page (searching both Name and Description) -kevin From curtisb at vianet.ca Tue Jul 29 09:50:11 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Tue, 29 Jul 2008 09:50:11 -0400 Subject: [rt-users] Shrink CGM Table option? Message-ID: <488F2013.20802@vianet.ca> Is there any way to get etc/upgrade/shrink_cgm_table.pl to do it's thing in pieces? I believe we have many rows in the cgm table and it's causing perl to take up to 2gb of memory eventually causing oom to invoke killing mysql or simply just crashing before it can. Thanks for your time, Curtis From jarends at illinois.edu Tue Jul 29 10:22:39 2008 From: jarends at illinois.edu (John Arends) Date: Tue, 29 Jul 2008 09:22:39 -0500 Subject: [rt-users] configure failing? Message-ID: <488F27AF.4030307@illinois.edu> I'm trying to get an RT 3.8 machine up and running. ./configure --with-mysql --with-modperl2 does not appear to be doing anything, because when I run make install it does a dep check with --with-mysql --with-fastcgi, and then fails. From mlongtin at dbsoft.ca Tue Jul 29 10:36:42 2008 From: mlongtin at dbsoft.ca (Mathieu Longtin) Date: Tue, 29 Jul 2008 10:36:42 -0400 Subject: [rt-users] Forcing domains in email addresses Message-ID: Is there a way to force email address entered to be user at example.com rather than accept just "user"? Also, in 3.8 (as opposed to 3.6), if you enter just "user", the email is not sent, but no error message is given about it. Thanks -Mathieu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jul 29 10:49:10 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 29 Jul 2008 10:49:10 -0400 Subject: [rt-users] configure failing? In-Reply-To: <488F27AF.4030307@illinois.edu> References: <488F27AF.4030307@illinois.edu> Message-ID: <16152213-28F8-4E31-9640-2A9E88D0F0DB@bestpractical.com> On Jul 29, 2008, at 10:22 AM, John Arends wrote: > I'm trying to get an RT 3.8 machine up and running. > > ./configure --with-mysql --with-modperl2 does not appear to be doing > anything, because when I run make install it does a dep check with > --with-mysql --with-fastcgi, and then fails. John Those aren't valid arguments to RT's configure. see ./configure --help for the options you want to use -kevin From kfreels at sendmail.com Tue Jul 29 12:48:58 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Tue, 29 Jul 2008 09:48:58 -0700 Subject: [rt-users] Can't remove incorrect "new ticket" queue entry in dropdown Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B31E7FA@platypus> Greetings! RT 3.6.5 / FC8 I have a queue that only contains a couple people for confidential reasons (HR). I added the director of HR to be a watcher, and everything was fine; I had tested it, including logging in as her user. This was the second "production" queue I added to the system. Since then, I've added three more queues. However, since this HR queue wasn't very active, the HR director went to submit a ticket for the first time about a week after I created it, and suddenly all of the other queues in the instance showed up in the dropdown next to the "New Ticket" button. This confused the HR director (and suprised me, since I had tested it before releasing it as a "production" queue). I went and tinkered around, changing/removing rights (example: "Show Queue") from this user, the HR group, etc. However, even after 1) pretty much taking *all* rights away from her , 2)revoking all rights of the group she's a member of short of removing her as a privledged user, one queue (ENG) still shows up in the dropdown that's she's *not* a member of. She is not a member of the ENG group. No matter what I have tried, I can't remove that ENG queue entry from the dropdown at all. It is not the alphabetically first group (we have one named CRM), so I don't think that is the issue. This happens in IE and FF. Restarting httpd did not fix this problem. The other users for that queue are members of other queues that we are using, so I can't really muck around with their rights, and that wouldn't really be an adequate test anyways. Another related issue: If I set "All Unowned Tickets" in her "RT at a Glance", she sees tickets for queues she is not a member of. Is this the default behavior? I'd like her to be able to see unowned tickets in the HR queue, but not *all* unowned tickets as they really don't concern her. Suggestions (and, no, upgrading to 3.8 would be a problem at this point since we're still getting rolling on RT for the first time....)? Thanks, as always. ....k -=-=-=- Kevin Freels Director of Information Technology Sendmail, Inc. kfreels at sendmail.com 510/594.5572 From dmbeethe at fedex.com Tue Jul 29 12:23:17 2008 From: dmbeethe at fedex.com (Don Beethe) Date: Tue, 29 Jul 2008 11:23:17 -0500 Subject: [rt-users] custom form for create ticket in a queue Message-ID: Has anyone used a form for creating a ticket in a particular queue? I have a group that wants to use our RT system (RT 3.6.3), but wants a form when a user selects "create ticket"... -------------- next part -------------- An HTML attachment was scrubbed... URL: From mlongtin at dbsoft.ca Tue Jul 29 13:21:26 2008 From: mlongtin at dbsoft.ca (Mathieu Longtin) Date: Tue, 29 Jul 2008 13:21:26 -0400 Subject: [rt-users] Forcing domains in email addresses In-Reply-To: References: Message-ID: Found the difference. RT3.6 use Mail::Address, RT3.8 uses Email::Address. The later just ignores strings without a @ in there. See example below. Regardless, I'd like to be able to just block any email address that have no domain. $ perl -MMail::Address -e 'print join("\n", map { $_->address } Mail::Address->parse(q{abc def at example.com}))."\n"' abc def at example.com $ perl -MEmail::Address -e 'print join("\n", map { $_->address } Email::Address->parse(q{abc def at example.com}))."\n"' def at example.com From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathieu Longtin Sent: July 29, 2008 10:37 To: rt-users at lists.bestpractical.com Subject: [rt-users] Forcing domains in email addresses Is there a way to force email address entered to be user at example.com rather than accept just "user"? Also, in 3.8 (as opposed to 3.6), if you enter just "user", the email is not sent, but no error message is given about it. Thanks -Mathieu -------------- next part -------------- An HTML attachment was scrubbed... URL: From Roy.Sowa at rcmp-grc.gc.ca Tue Jul 29 13:01:49 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 29 Jul 2008 13:01:49 -0400 Subject: [rt-users] ExtractCustomFieldValues with attachments. In-Reply-To: References: Message-ID: <488F14BD020000AE000086D7@ACPIC-S405.RCMP-GRC.GC.CA> I am currently using RT 3.6.5 and ECFV 1.2.b3 I cannot get the extract to work if the MatchString is not in the first attachment. I have been using ECFV for a while on basic standard type email tickets, but now I have the requirement to extract the MatchString from an attachment. It does not seem to matter if the ticket is created via GUI or email. The simplest test being; 1. Create ticket using GUI with a description that has the MatchString .... ( this works CF get populated) 2. Create ticket using GUI without any description and attach text file that contains MatchString .... ( this works Cf gets populated) 3. Create ticket using GUI with general desc and attach text file with MatchString ..... ( this fails No CF populated ) Questions: Does ExtractCustomFieldValues work with multi part messages if the matchstring is in the second attachment? Where did I go wrong ? I have read the list , and ContentObj is what is being used. Any hints or guidance would be much appreciated. Thanks in advance. Roy From jsmoriss at mvlan.net Tue Jul 29 13:30:59 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Tue, 29 Jul 2008 17:30:59 +0000 Subject: [rt-users] ExtractCustomFieldValues with attachments. In-Reply-To: <488F14BD020000AE000086D7@ACPIC-S405.RCMP-GRC.GC.CA> References: <488F14BD020000AE000086D7@ACPIC-S405.RCMP-GRC.GC.CA> Message-ID: <20080729173059.GA3120@zaphod.mvlan.net> The problem is with the FindMatch function. It only checks the first attachment. I overhauled this perl module quite a bit. Here's my version attached. Diff this one to yours to see the differences. :-) js. On Tue, Jul 29, 2008 at 01:01:49PM -0400, Roy Sowa wrote: > I am currently using RT 3.6.5 and ECFV 1.2.b3 > > I cannot get the extract to work if the MatchString is not in the first attachment. > I have been using ECFV for a while on basic standard type email tickets, but now I have the requirement > to extract the MatchString from an attachment. > > It does not seem to matter if the ticket is created via GUI or email. > The simplest test being; > 1. Create ticket using GUI with a description that has the MatchString .... ( this works CF get populated) > 2. Create ticket using GUI without any description and attach text file that contains MatchString .... ( this works Cf gets populated) > 3. Create ticket using GUI with general desc and attach text file with MatchString ..... ( this fails No CF populated ) > > Questions: > Does ExtractCustomFieldValues work with multi part messages if the matchstring is in the second attachment? > > Where did I go wrong ? > > I have read the list , and ContentObj is what is being used. > Any hints or guidance would be much appreciated. > > Thanks in advance. > > Roy > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Jean-Sebastien Morisset, Sr. UNIX Administrator -------------- next part -------------- package RT::Action::ExtractCustomFieldValues; require RT::Action::Generic; use strict; use vars qw/@ISA/; @ISA=qw(RT::Action::Generic); our $VERSION = 1.3; sub Describe { my $self = shift; return (ref $self ); } sub Prepare { return (1); } sub Commit { my $self = shift; my $Transaction = $self->TransactionObj; my $FirstAttachment = $Transaction->Attachments->First; unless ( $FirstAttachment ) { return 1; } my $Ticket = $self->TicketObj; my $TmplText = $self->TemplateObj->Content; my $Queue = $Ticket->QueueObj->Id; my $Separator = '\|'; for (split(/[\n\r]+/, $TmplText)) { chomp; next if (/^#/); next if (/^\s*$/); if (/^Separator=(.*)$/) { $Separator=$1; next; } my ($CustomFieldName,$InspectField,$MatchString,$PostEdit,$Options) = split(/$Separator/); my $cf; if ($CustomFieldName) { $cf = LoadCF( Field => $CustomFieldName, Queue => $Queue ); } my $match = FindMatch( Field => $InspectField, Match => $MatchString, Transaction => $Transaction, FirstAttachment => $FirstAttachment ); if ($cf) { $RT::Logger->debug("running ProcessCF..."); ProcessCF ( PostEdit => $PostEdit, Ticket => $Ticket, Options => $Options, CustomField => $cf, Match => $match ); } else { $RT::Logger->debug("running ProcessMatch..."); ProcessMatch( PostEdit => $PostEdit, Ticket => $Ticket, Options => $Options, Transaction => $Transaction, FirstAttachment => $FirstAttachment, Match => $match ); } } return(1); } sub LoadCF { my %args = @_; my $CustomFieldName = $args{Field}; my $Queue = $args{Queue}; $RT::Logger->debug("load cf $CustomFieldName"); my $cf = new RT::CustomField($RT::SystemUser); my ($id,$msg) = $cf->LoadByNameAndQueue (Name=>"$CustomFieldName", Queue=>$Queue); if (! $id) { ($id,$msg) = $cf->LoadByNameAndQueue (Name=>"$CustomFieldName", Queue=>0); } $RT::Logger->debug("load cf done: $id $msg"); return $cf; } sub FindMatch { my %args = @_; my $match = ''; if ($args{Field} =~ /^body$/i) { $RT::Logger->info("look for match /".$args{Match}."/ in body"); my $Attachments = $args{Transaction}->Attachments; my $LastContent = ''; my $AttachNumber = 0; while (my $Message = $Attachments->Next) { $AttachNumber++; $RT::Logger->info("considering attachment #".$AttachNumber." of type ".$Message->ContentType); next unless $Message->ContentType =~ m!^(text/plain|message|text$)!i; next unless $Message->Content; next if $LastContent eq $Message->Content; $RT::Logger->info("accepted attachment #".$AttachNumber." for consideration"); $LastContent = $Message->Content; if ($Message->Content =~ /$args{Match}/m) { $match = $1||$&; $RT::Logger->info("matched value"); } else { $RT::Logger->debug("no match"); } } } else { $RT::Logger->info("look for match in Header $args{Field} (".$args{FirstAttachment}->GetHeader("$args{Field}").")"); if ($args{FirstAttachment}->GetHeader("$args{Field}") =~ /$args{Match}/) { $match = $1||$&; $RT::Logger->info("matched value"); } } return $match; } sub ProcessCF { my %args = @_; my @values = (); if ($args{CustomField}->SingleValue()) { push @values, $args{Match}; } else { @values = split(',', $args{Match}); } foreach my $value (@values) { if ($value && $args{PostEdit}) { local $_ = $value; # backwards compatibility eval($args{PostEdit}); $RT::Logger->info("transformed ($args{PostEdit}) value ($value)"); } if ($value) { $RT::Logger->info("found value for cf ($value)"); my ($id,$msg) = $args{Ticket}->AddCustomFieldValue( Field => $args{CustomField}, Value => $value , RecordTransaction => $args{Options} =~ /q/ ? 0 : 1); $RT::Logger->info("CustomFieldValue (".$args{CustomField}->Name.",$value) added: $id $msg"); } } } sub ProcessMatch { my %args = @_; my $Ticket = $args{Ticket}; my $Transaction = $args{Transaction}; my $FirstAttachment = $args{FirstAttachment}; if ($args{Match} && $args{PostEdit}) { local $_ = $args{Match}; # backwards compatibility eval($args{PostEdit}); $RT::Logger->debug("ran code $args{PostEdit} $@"); } } 1; From Roy.Sowa at rcmp-grc.gc.ca Tue Jul 29 14:37:32 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 29 Jul 2008 14:37:32 -0400 Subject: [rt-users] ExtractCustomFieldValues with attachments. In-Reply-To: <20080729173059.GA3120@zaphod.mvlan.net> References: <488F14BD020000AE000086D7@ACPIC-S405.RCMP-GRC.GC.CA> <20080729173059.GA3120@zaphod.mvlan.net> Message-ID: <488F2B2C020000AE000086EF@ACPIC-S406.a.rcmp-grc.gc.ca> JS, There was/is a big diff between the two , so I copied your version over to test... Cleared the mason.... stop/started the web and repeated my tests... Works !!!! I will now go through the diffs and try an understand it all ;-) Many thanks for your quick help ( this list rocks ) Roy >>> Jean-Sebastien Morisset 29/07/2008 1:30 pm >>> The problem is with the FindMatch function. It only checks the first attachment. I overhauled this perl module quite a bit. Here's my version attached. Diff this one to yours to see the differences. :-) js. On Tue, Jul 29, 2008 at 01:01:49PM -0400, Roy Sowa wrote: > I am currently using RT 3.6.5 and ECFV 1.2.b3 > > I cannot get the extract to work if the MatchString is not in the first attachment. > I have been using ECFV for a while on basic standard type email tickets, but now I have the requirement > to extract the MatchString from an attachment. > > It does not seem to matter if the ticket is created via GUI or email. > The simplest test being; > 1. Create ticket using GUI with a description that has the MatchString .... ( this works CF get populated) > 2. Create ticket using GUI without any description and attach text file that contains MatchString .... ( this works Cf gets populated) > 3. Create ticket using GUI with general desc and attach text file with MatchString ..... ( this fails No CF populated ) > > Questions: > Does ExtractCustomFieldValues work with multi part messages if the matchstring is in the second attachment? > > Where did I go wrong ? > > I have read the list , and ContentObj is what is being used. > Any hints or guidance would be much appreciated. > > Thanks in advance. > > Roy > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Jean-Sebastien Morisset, Sr. UNIX Administrator From Roy.Sowa at rcmp-grc.gc.ca Tue Jul 29 15:22:15 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 29 Jul 2008 15:22:15 -0400 Subject: [rt-users] ExtractCustomFieldValues with attachments. In-Reply-To: <20080729173059.GA3120@zaphod.mvlan.net> References: <488F14BD020000AE000086D7@ACPIC-S405.RCMP-GRC.GC.CA> <20080729173059.GA3120@zaphod.mvlan.net> Message-ID: <488F35A7020000AE000086FC@ACPIC-S406.a.rcmp-grc.gc.ca> JS, I spoke too soon... The issue now is that I extract fine from the attachment, but now if the matchstring is in the first attachment it is not found... So I have put back the original file, and am back to not being able to extract from attachments .. So between the two files is the solution... I want to extract the MatchString if it is in either. Off to review the diffs and logic....but if anyone can help me out of the weeds >>> Jean-Sebastien Morisset 29/07/2008 1:30 pm >>> The problem is with the FindMatch function. It only checks the first attachment. I overhauled this perl module quite a bit. Here's my version attached. Diff this one to yours to see the differences. :-) js. On Tue, Jul 29, 2008 at 01:01:49PM -0400, Roy Sowa wrote: > I am currently using RT 3.6.5 and ECFV 1.2.b3 > > I cannot get the extract to work if the MatchString is not in the first attachment. > I have been using ECFV for a while on basic standard type email tickets, but now I have the requirement > to extract the MatchString from an attachment. > > It does not seem to matter if the ticket is created via GUI or email. > The simplest test being; > 1. Create ticket using GUI with a description that has the MatchString .... ( this works CF get populated) > 2. Create ticket using GUI without any description and attach text file that contains MatchString .... ( this works Cf gets populated) > 3. Create ticket using GUI with general desc and attach text file with MatchString ..... ( this fails No CF populated ) > > Questions: > Does ExtractCustomFieldValues work with multi part messages if the matchstring is in the second attachment? > > Where did I go wrong ? > > I have read the list , and ContentObj is what is being used. > Any hints or guidance would be much appreciated. > > Thanks in advance. > > Roy > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Jean-Sebastien Morisset, Sr. UNIX Administrator From jsmoriss at mvlan.net Tue Jul 29 16:09:32 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Tue, 29 Jul 2008 20:09:32 +0000 Subject: [rt-users] ExtractCustomFieldValues with attachments. In-Reply-To: <488F35A7020000AE000086FC@ACPIC-S406.a.rcmp-grc.gc.ca> References: <488F14BD020000AE000086D7@ACPIC-S405.RCMP-GRC.GC.CA> <20080729173059.GA3120@zaphod.mvlan.net> <488F35A7020000AE000086FC@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <20080729200932.GA8105@zaphod.mvlan.net> On Tue, Jul 29, 2008 at 03:22:15PM -0400, Roy Sowa wrote: > JS, I spoke too soon... > The issue now is that I extract fine from the attachment, but now if the matchstring is in the first attachment it is not found... What's the MIME Type of your first attachment? Line #100 might be skipping the first attachment: 97 while (my $Message = $Attachments->Next) { 98 $AttachNumber++; 99 $RT::Logger->info("considering attachment #".$AttachNumber." of type ".$Message->ContentType); 100 next unless $Message->ContentType =~ m!^(text/plain|message|text$)!i; 101 next unless $Message->Content; js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From ruz at bestpractical.com Tue Jul 29 16:14:11 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 30 Jul 2008 00:14:11 +0400 Subject: [rt-users] Shrink CGM Table option? In-Reply-To: <488F2013.20802@vianet.ca> References: <488F2013.20802@vianet.ca> Message-ID: <589c94400807291314w2d4e3334h6a77485011587634@mail.gmail.com> Try attached patch. On Tue, Jul 29, 2008 at 5:50 PM, Curtis Bruneau wrote: > Is there any way to get etc/upgrade/shrink_cgm_table.pl to do it's thing > in pieces? I believe we have many rows in the cgm table and it's causing > perl to take up to 2gb of memory eventually causing oom to invoke > killing mysql or simply just crashing before it can. > > Thanks for your time, > Curtis > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-3.8.0-less_memory_hungry_shrink_cgm_script.patch Type: application/octet-stream Size: 830 bytes Desc: not available URL: From ruz at bestpractical.com Tue Jul 29 16:50:12 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 30 Jul 2008 00:50:12 +0400 Subject: [rt-users] RT running slowly... Caused by RTx-Shredder In-Reply-To: <1614765923.20080529011428@e-port.ru> References: <1614765923.20080529011428@e-port.ru> Message-ID: <589c94400807291350h41a4a8a7xefcca8d73cd78518@mail.gmail.com> It's know issue of mysql, here is reference to a description on request-tracker.ru site http://request-tracker.ru/node/65 (in russian) On Thu, May 29, 2008 at 1:14 AM, Boris Lytochkin wrote: > > After adding this key: > ALTER TABLE CachedGroupMembers Add KEY `SHREDDER_CGM1` (`GroupId`,`MemberId`,`Disabled`); > - MemberId & GroupId swapped comparing to original SHREDDER_CGM1 - explain (and query too :) ) is OK. > > mysql> explain extended SELECT DISTINCT main.* FROM Users main > mysql> CROSS JOIN ACL ACL_4 > mysql> JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) > mysql> JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) > mysql> JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) > mysql> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) > mysql> AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') > mysql> AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain = 'RT::System-Role') > mysql> AND ((ACL_4.ObjectType = 'RT::Ticket' AND ACL_4.ObjectId = 147792) OR (ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 10) OR (ACL_4.ObjectType = 'RT::System')) > mysql> ORDER BY main.Name ASC; > +----+-------------+----------------------+--------+--------------------------+---------------+---------+----------------------------------+-------+------------------------------------+ > | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | > +----+-------------+----------------------+--------+--------------------------+---------------+---------+----------------------------------+-------+------------------------------------+ > | 1 | SIMPLE | main | ALL | PRIMARY | NULL | NULL | NULL | 39464 | Using temporary; Using filesort | > | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | PRIMARY | 4 | rt3.main.id | 1 | Using where; Distinct | > | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,SHREDDER_CGM1 | SHREDDER_CGM1 | 5 | rt3.Principals_1.id | 1 | Using where; Using index; Distinct | > | 1 | SIMPLE | ACL_4 | range | ACL1 | ACL1 | 54 | NULL | 5 | Using where; Using index; Distinct | > | 1 | SIMPLE | Groups_3 | eq_ref | PRIMARY,Groups1,Groups2 | PRIMARY | 4 | rt3.CachedGroupMembers_2.GroupId | 1 | Using where; Distinct | > +----+-------------+----------------------+--------+--------------------------+---------------+---------+----------------------------------+-------+------------------------------------+ > > After dropping SHREDDER_CGM1: > +----+-------------+----------------------+--------+-------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ > | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | > +----+-------------+----------------------+--------+-------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ > | 1 | SIMPLE | Groups_3 | ref | PRIMARY,Groups1,Groups2 | Groups1 | 65 | const | 4 | Using where; Using index; Using temporary; Using filesort | > | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem | DisGrouMem | 5 | rt3.Groups_3.id | 1 | Using where; Using index | > | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | PRIMARY | 4 | rt3.CachedGroupMembers_2.MemberId | 1 | Using where | > | 1 | SIMPLE | ACL_4 | range | ACL1 | ACL1 | 54 | NULL | 5 | Using where; Using index | > | 1 | SIMPLE | main | eq_ref | PRIMARY | PRIMARY | 4 | rt3.Principals_1.id | 1 | | > +----+-------------+----------------------+--------+-------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ > > SHREDDER_CGM1: > mysql> show index from CachedGroupMembers; > +--------------------+------------+---------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+ > | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | > +--------------------+------------+---------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+ > ... > | CachedGroupMembers | 1 | SHREDDER_CGM1 | 1 | MemberId | A | 400337 | NULL | NULL | YES | BTREE | | > | CachedGroupMembers | 1 | SHREDDER_CGM1 | 2 | GroupId | A | 400337 | NULL | NULL | YES | BTREE | | > | CachedGroupMembers | 1 | SHREDDER_CGM1 | 3 | Disabled | A | 400337 | NULL | NULL | | BTREE | | > ... > +--------------------+------------+---------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+ > > >> Message: 6 >> Date: Thu, 22 May 2008 16:08:27 +1000 (EST) >> From: David Hobley >> Subject: Re: [rt-users] RT running slowly... Caused by RTx-Shredder >> indexes >> To: rt-users >> Message-ID: <10763813.80751211436507065.JavaMail.root at mail.onegrp.com> >> Content-Type: text/plain; charset="utf-8" > >> All, > >> I ran an explain on the query in MySQL and noticed that it was >> using one of the RTx-Shredder indexes. After I deleted all those >> indexes things went back to normal. Phew. > >> In case this is useful: > > mysql>> explain select distinct main.* from Users main cross join ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( > mysql>> 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) > mysql>> 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 > mysql>> ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC; >> +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+ >> | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | >> +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+ >> | 1 | SIMPLE | main | range | PRIMARY | PRIMARY | 4 | NULL | 28920 >> | Using where; Using temporary; Using filesort | >> | 1 | SIMPLE | Groups_3 | range | PRIMARY,Groups1,Groups2 | Groups1 >> | 67 | NULL | 119 | Using where; Using index; Distinct | >> | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | PRIMARY | 4 | >> rt3.main.id | 1 | Using where; Distinct | >> | 1 | SIMPLE | CachedGroupMembers_2 | ref | >> DisGrouMem,SHREDDER_CGM1 | SHREDDER_CGM1 | 10 | >> rt3.main.id,rt3.Groups_3.id | 1 | Using where; Using index; Distinct | >> | 1 | SIMPLE | ACL_4 | range | ACL1 | ACL1 | 54 | NULL | 45 | Using where; Using index; Distinct | >> +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+ > >> Cheers, >> David > -- > Best regards, > Boris Lytochkin mailto:boris.lytochkin at e-port.ru > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Jul 29 16:53:19 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 30 Jul 2008 00:53:19 +0400 Subject: [rt-users] RIP tickets In-Reply-To: References: <483A00C6.9010404@cryologic.com> Message-ID: <589c94400807291353o79fdfb4ud0414e2571b0939a@mail.gmail.com> Use rt-crontool utility. Look for help about its actions in archives and on the wiki. On Mon, May 26, 2008 at 9:09 PM, Dominic Lepiane wrote: > We don't want to remove the data from old tickets, so I don't think RTx::Shredder will work in our case. > > We could try moving old tickets to an archive queue that doesn't email out and preferrably doesn't allow closed tickets to be opened. How can we go about doing this? > > Thanks in advance, > > Dominic Lepiane > > >> -----Original Message----- >> From: gordon at cryologic.com [mailto:gordon at cryologic.com] >> Sent: Sunday, May 25, 2008 5:14 PM >> To: RT Users >> Cc: Dominic Lepiane >> Subject: Re: [rt-users] RIP tickets >> >> How about moving all tickets of a certain age to a separate >> (archive) queue which has reply to requestor scrips disabled. >> >> Gordon >> >> >> Dominic Lepiane wrote: >> > Hi, >> > >> > We've been using RT for many years now and an issue has >> recently come to my attention regarding old tickets being >> re-opened. Specifically, when dealing with RMAs, we have >> both an RT ticket number and an separate tracking number for >> another system. As it turns out, the RT ticket numbers are >> all 5 digits these days (going on 6) and the other number is >> 4 digits. What happened was that by human error, the numbers >> can be mixed up whereby an arbitrary and very old RT ticket >> gets reopened when someone tries to update the RMA ticket. >> Which is not a problem per se, support staff just close the >> ticket again, however, RT then emails out this customer from >> 5 years ago. >> > >> > So we were wondering if we can somehow catch emails >> referring to very old closed tickets and do something else >> with them. Either email them to someone in particular, open >> up a new ticket, drop them altogether or possibly find the >> correct ticket based on the custom field which contains the >> 4-digit ticket number from the other system. >> > >> > Can we do this and what are we looking at doing to do this? >> > >> > If nothing else, I would like to intercept all messages to >> tickets < 10000 and redirect those emails to a separate >> mailbox which I can probably do in procmail (if my fu is strong). >> > >> > Thanks in advance >> > >> > Dominic Lepiane >> > Network Administrator >> > Point Grey Research >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Jul 29 16:55:20 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 30 Jul 2008 00:55:20 +0400 Subject: [rt-users] RT running slowly... Caused by RTx-Shredder indexes In-Reply-To: <10763813.80751211436507065.JavaMail.root@mail.onegrp.com> References: <20142451.79581211434221269.JavaMail.root@mail.onegrp.com> <10763813.80751211436507065.JavaMail.root@mail.onegrp.com> Message-ID: <589c94400807291355o58340372ida92645a6cd6c345@mail.gmail.com> Known issue with mysql's optimizer. Either drop index or upgrade mysql to 5.0.45 and newer. Mysql 5.1.x have some optmiser issues as well. On Thu, May 22, 2008 at 10:08 AM, David Hobley wrote: > All, > > I ran an explain on the query in MySQL and noticed that it was using one of > the RTx-Shredder indexes. After I deleted all those indexes things went back > to normal. Phew. > > In case this is useful: > > mysql> explain select distinct main.* from Users main cross join ACL ACL_4 > JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN > CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId > = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = > CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND > (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND > (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') > 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')) ORDER BY main.Name ASC; > +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+ > | id | select_type | table | type | > possible_keys | key | key_len | > ref | rows | > Extra | > +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+ > | 1 | SIMPLE | main | range | > PRIMARY | PRIMARY | 4 | > NULL | 28920 | Using where; Using temporary; Using > filesort | > | 1 | SIMPLE | Groups_3 | range | > PRIMARY,Groups1,Groups2 | Groups1 | 67 | > NULL | 119 | Using where; Using index; > Distinct | > | 1 | SIMPLE | Principals_1 | eq_ref | > PRIMARY | PRIMARY | 4 | > rt3.main.id | 1 | Using where; > Distinct | > | 1 | SIMPLE | CachedGroupMembers_2 | ref | > DisGrouMem,SHREDDER_CGM1 | SHREDDER_CGM1 | 10 | > rt3.main.id,rt3.Groups_3.id | 1 | Using where; Using index; > Distinct | > | 1 | SIMPLE | ACL_4 | range | > ACL1 | ACL1 | 54 | > NULL | 45 | Using where; Using index; > Distinct | > +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+ > > Cheers, > David > ----- Original Message ----- > From: "David Hobley" > To: "rt-users" > Sent: Thursday, 22 May, 2008 3:30:21 PM GMT +10:00 Brisbane > Subject: [rt-users] RT running slowly... > > Hello, > > Our RT has been running slowly for a while; having turned on mysql slow > query logging, it appears to only be a single query which is causing grief. > Anyone any suggestions as to what can be done to fix this? > > # Time: 080522 15:32:21 > # User at Host: rt[rt] @ localhost [] > # Query_time: 40 Lock_time: 0 Rows_sent: 0 Rows_examined: 6888927 > SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals > Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers > CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) > JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) > WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = > Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType > = 'User') AND (ACL_4.RightName = 'OwnTicket') 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')) ORDER BY > main.Name ASC; > > -- > Cheers, > David > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community > help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com > > -- > Cheers, > David Hobley > > IT Manager > Creators of Miessence, MiVitality and MiEnviron > > Phone: +61 (7) 5582 7020 > Fax: +61 (7) 5539 6719 > USA Fax 1800 840 0827 > Email : david.hobley at mionegroup.com > Website: www.mionegroup.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From gpetme at gmail.com Tue Jul 29 17:17:52 2008 From: gpetme at gmail.com (Greg Petras) Date: Tue, 29 Jul 2008 14:17:52 -0700 Subject: [rt-users] New install of RT 3.8.0 - Another Logo Issue In-Reply-To: <18486616.post@talk.nabble.com> References: <58f6d7070807150219w77f30b87tcabd8336f87a4421@mail.gmail.com> <18486616.post@talk.nabble.com> Message-ID: I'm having a similar issue. I get the same exact error, after upgrading to 3.8.0 from 3.6.2. But, in my situation it comes up when I click the Statistics link. I don't see anything of use in rt.log, or Apache2's error_log. Anyone have ideas here? I searched the archives as well as the wiki and didn't see anything related. Any help would be appreciated. Thanks, Greg On Wed, Jul 16, 2008 at 5:43 AM, brokenshadows wrote: > > I'm having the same issue. I get that error when I try to go to > http://www.mywebaddress.com/rt/install/index.htm When I go to > www.mywebaddress.com/rt I get the "You're almost there" message telling me > I > need to configure my server to use mod_perl, fastcgi, etc... > > this thing is giving me a headache... > > > Wayne Richardson wrote: > > > > When I attempt to access the logo directly at > > http://localhost/rt/NoAuth/images/bplogo.gif, I get this error: > > Can't locate object method "header_out" via package > > "Apache2::RequestRec" at /opt/rt3/share/html/dhandler line 53. > > > > Line 53 it is refering to: > > $r->header_out( Status => '404 File not found' ); > > > > Mind you, this is a *brand* new OS installation, installed from > > source, perl modules installed, etc. If I add PerlModule > > Apache2::compat into my apache2 config, it actually displays a > > "proper" 404, but is > > > > -- > View this message in context: > http://www.nabble.com/New-install-of-RT-3.8.0---Another-Logo-Issue-tp18461111p18486616.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gpetme at gmail.com Tue Jul 29 18:12:11 2008 From: gpetme at gmail.com (Greg Petras) Date: Tue, 29 Jul 2008 15:12:11 -0700 Subject: [rt-users] New install of RT 3.8.0 - Another Logo Issue In-Reply-To: References: <58f6d7070807150219w77f30b87tcabd8336f87a4421@mail.gmail.com> <18486616.post@talk.nabble.com> Message-ID: I guess I didn't search hard enough (well, specifically I did not search rt-devel). Here's the solution to the problem: http://lists.bestpractical.com/pipermail/rt-devel/2008-July/009967.html Changed "header_out" to "headers_out->add" in /opt/rt3/share/html/dhandler and that problem went away. Greg On Tue, Jul 29, 2008 at 2:17 PM, Greg Petras wrote: > I'm having a similar issue. I get the same exact error, after upgrading to > 3.8.0 from 3.6.2. But, in my situation it comes up when I click the > Statistics link. I don't see anything of use in rt.log, or Apache2's > error_log. > > Anyone have ideas here? I searched the archives as well as the wiki and > didn't see anything related. Any help would be appreciated. > > Thanks, > > Greg > > > On Wed, Jul 16, 2008 at 5:43 AM, brokenshadows wrote: > >> >> I'm having the same issue. I get that error when I try to go to >> http://www.mywebaddress.com/rt/install/index.htm When I go to >> www.mywebaddress.com/rt I get the "You're almost there" message telling >> me I >> need to configure my server to use mod_perl, fastcgi, etc... >> >> this thing is giving me a headache... >> >> >> Wayne Richardson wrote: >> > >> > When I attempt to access the logo directly at >> > http://localhost/rt/NoAuth/images/bplogo.gif, I get this error: >> > Can't locate object method "header_out" via package >> > "Apache2::RequestRec" at /opt/rt3/share/html/dhandler line 53. >> > >> > Line 53 it is refering to: >> > $r->header_out( Status => '404 File not found' ); >> > >> > Mind you, this is a *brand* new OS installation, installed from >> > source, perl modules installed, etc. If I add PerlModule >> > Apache2::compat into my apache2 config, it actually displays a >> > "proper" 404, but is >> > >> >> -- >> View this message in context: >> http://www.nabble.com/New-install-of-RT-3.8.0---Another-Logo-Issue-tp18461111p18486616.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hongfai at gmail.com Tue Jul 29 20:44:39 2008 From: hongfai at gmail.com (Hong Fai Leong) Date: Wed, 30 Jul 2008 08:44:39 +0800 Subject: [rt-users] Urgent help on multi-stage approvals In-Reply-To: <4EA32BCF-4A81-46D8-B4F2-538FB180A73E@bestpractical.com> References: <4EA32BCF-4A81-46D8-B4F2-538FB180A73E@bestpractical.com> Message-ID: Dear Jesse, The setup only uses a single script and template. The setup works out of the box as described in "RT Essentials". In the v3.6.3, the email to the director won't fire off until the manager approves his ticket. This was achieved using the "Depends-On" directive in the director's template. In 3.6.7, both manager and director will get the emails as soon as the approval tickets are created. The director won't be able to resolve his ticket though if the manager hasn't approve his. Any idea? On Mon, Jul 28, 2008 at 9:19 PM, Jesse Vincent wrote: > > On Jul 28, 2008, at 2:41 AM, Hong Fai Leong wrote: > > Hi Jesse, > > Thanks for answering my mail. > > Here's my workflow setup. The idea here is to use the multi-stage approvals > for the request which requires the manager approval before redirecting it to > the director for approval. > > That basically looks right. Which scrips fire when the ticket is created? > When does the "notify the director" scrip fire? > > > Templates: > > ===Create-Ticket: manager-endorsement > Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject} > Depended-On-By: TOP > Queue: ___Approvals > Type: approval > Owner: { > return $Tickets{'TOP'}->FirstCustomFieldValue('Approving > Requester/Manager Id'); > } > Content: Manager endorsement is needed for this request. > Please see the parent ticket for details. > ENDOFCONTENT > > ===Create-Ticket: director-endorsement > Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject} > Depends-On: manager-endorsement > Depended-On-By: TOP > Queue: ___Approvals > Type: approval > Owner: ccelhf > Content: Director endorsement is needed for this request. > Please see the parent ticket for details. > ENDOFCONTENT > > Scrips: > > On Create, Create ticket with the above template. > > > Hong-Fai > > > On Sun, Jul 27, 2008 at 8:37 AM, Jesse Vincent wrote: > >> >> On Jul 24, 2008, at 9:51 PM, Hong Fai Leong wrote: >> >> I've followed the example in "RT Essentials" on configuring a multistage >> approval. It worked beautifully in v3.6.3. It fails to work after I've >> upgraded RT to v3.6.7. >> >> In 3.6.3, the second approver will only receive an email upon the first >> approval resolution of the approving ticket. >> >> In 3.6.7, both approvers will receive emails at the same time. >> >> Can someone confirm this behaviour? I would really like to have back the >> behaviour found in 3.6.3. Can anyone out there who can help me on this. >> This is really important in what I'm going to do in my organization. Any >> advice is much appreciated. Thanks. >> >> >> With the information you've given us so far, it's fairly hard to debug. RT >> 3.6.3 was..quite a long time ago and we've fixed a fair number of bugs. It >> may well be the case that one of those fixes has unintended consequences. >> If you can share your workflow configuration with the list, someone might be >> able to spot something. >> >> Best, >> Jesse Vincent >> Best Practical >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 mchandler at ky.ttk.i-fielding.jp Wed Jul 30 03:53:49 2008 From: mchandler at ky.ttk.i-fielding.jp (=?ISO-2022-JP?B?GyRCJUElYyVzJUklaRsoQg==?=) Date: Wed, 30 Jul 2008 16:53:49 +0900 Subject: [rt-users] reply via email from AdminCC does not go to Requestor Message-ID: <48901E0D.9070204@ky.ttk.i-fielding.jp> Hi everybody, I am running a new installation of RT3.6, and most things work fine except for the following: A new user can send a mail to RT and properly get automatically registered, and the AdminCCs get the new ticket notify sent to them. If an AdminCC (or owner) uses the UI to reply, the Requestor is properly sent a mail. However, if an AdminCC (or owner) sends a reply via email, the other AdminCCs get notified, but not the Requestor. In all cases the Requestor is different from the AdminCC (or owner) sending the reply, and the Requestor is an unprivileged user. I use the stock scrips: 1. On Correspond Open Tickets with template Blank 2. On Owner Change Notify Owner with template Transaction 3. On Create Notify AdminCcs with template Transaction 4. On Correspond Notify AdminCcs with template Admin Correspondence 5. On Correspond Notify Requestors and Ccs with template Correspondence 6. On Correspond Notify Other Recipients with template Correspondence 7. On Comment Notify AdminCcs as Comment with template Admin Comment 8. On Comment Notify Other Recipients as Comment with template Correspondence Scrip 5 should be taking care of sending reply mail back to the requestor. In the logs, I get the much discussed message: Jul 30 15:32:06 rt RT: #10995/79531 - Scrip 5 (/var/www/rt3/lib/RT/Action/SendEmail.pm:266) Jul 30 15:32:06 rt RT: No recipients found. Not sending. (/var/www/rt3/lib/RT/Action/SendEmail.pm:278) The UI works, so maybe its a rights problem? Currently the Requestor group has the following rights on the queue: CreateTicket ModifyTicket ReplyToTicket SeeQueue ShowOutgoingEmail ShowTicket Watch Also, NotifyActor is set to 1 I have searched the archives (and Google) and found there are people with similar problems, but unfortunately without any solution that works for me. Any advice would be greatly appreciated. Thanks, Martin From Roy.Sowa at rcmp-grc.gc.ca Wed Jul 30 07:52:05 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Wed, 30 Jul 2008 07:52:05 -0400 Subject: [rt-users] ExtractCustomFieldValues with attachments. In-Reply-To: <20080729200932.GA8105@zaphod.mvlan.net> References: <488F14BD020000AE000086D7@ACPIC-S405.RCMP-GRC.GC.CA> <20080729173059.GA3120@zaphod.mvlan.net> <488F35A7020000AE000086FC@ACPIC-S406.a.rcmp-grc.gc.ca> <20080729200932.GA8105@zaphod.mvlan.net> Message-ID: <48901DA5020000AE0000875B@ACPIC-S406.a.rcmp-grc.gc.ca> JS, It is text/plain. Your modified version of ECFV seems to handle looping through the attachments, but misses the initial first attachment, The original ECFV handles the first attachment but in my case is not looping through any additional attachments to the transaction. I will try and merge the two versions today ( they are very different ) Again thanks for your support and interest ... >>> Jean-Sebastien Morisset 29/07/2008 4:09 pm >>> On Tue, Jul 29, 2008 at 03:22:15PM -0400, Roy Sowa wrote: > JS, I spoke too soon... > The issue now is that I extract fine from the attachment, but now if the matchstring is in the first attachment it is not found... What's the MIME Type of your first attachment? Line #100 might be skipping the first attachment: 97 while (my $Message = $Attachments->Next) { 98 $AttachNumber++; 99 $RT::Logger->info("considering attachment #".$AttachNumber." of type ".$Message->ContentType); 100 next unless $Message->ContentType =~ m!^(text/plain|message|text$)!i; 101 next unless $Message->Content; js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From jsmoriss at mvlan.net Wed Jul 30 08:03:18 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Wed, 30 Jul 2008 12:03:18 +0000 Subject: [rt-users] ExtractCustomFieldValues with attachments. In-Reply-To: <48901DA5020000AE0000875B@ACPIC-S406.a.rcmp-grc.gc.ca> References: <488F14BD020000AE000086D7@ACPIC-S405.RCMP-GRC.GC.CA> <20080729173059.GA3120@zaphod.mvlan.net> <488F35A7020000AE000086FC@ACPIC-S406.a.rcmp-grc.gc.ca> <20080729200932.GA8105@zaphod.mvlan.net> <48901DA5020000AE0000875B@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <20080730120318.GA5455@zaphod.mvlan.net> On Wed, Jul 30, 2008 at 07:52:05AM -0400, Roy Sowa wrote: > JS, > It is text/plain. > Your modified version of ECFV seems to handle looping through the attachments, but misses the initial first attachment, > The original ECFV handles the first attachment but in my case is not looping through any additional attachments to the transaction. > I will try and merge the two versions today ( they are very different ) > Again thanks for your support and interest ... Hm. That doesn't sound right. Turn on debugging in your syslog and check the log. For example, in /etc/syslog.conf: *.debug /var/log/debug. Don't forget to do a touch /var/log/debug before re-starting the syslogd. I've added quite a few RT::Logger msgs in the module, so check the /var/log/debug file for something like: Jul 29 16:57:32 localhost RT: considering attachment #1 of type multipart/alternative Jul 29 16:57:32 localhost RT: considering attachment #2 of type text/plain Jul 29 16:57:32 localhost RT: accepted attachment #2 for consideration Jul 29 16:57:32 localhost RT: considering attachment #3 of type text/html Don't forget to either disable debug info after you're finished, of rotate that file daily -- it can grow pretty big. :-) js. >>>> Jean-Sebastien Morisset 29/07/2008 4:09 pm >>> > On Tue, Jul 29, 2008 at 03:22:15PM -0400, Roy Sowa wrote: >> JS, I spoke too soon... >> The issue now is that I extract fine from the attachment, but now if the matchstring is in the first attachment it is not found... > > What's the MIME Type of your first attachment? > > Line #100 might be skipping the first attachment: > > 97 while (my $Message = $Attachments->Next) { > 98 $AttachNumber++; > 99 $RT::Logger->info("considering attachment #".$AttachNumber." of type ".$Message->ContentType); > 100 next unless $Message->ContentType =~ m!^(text/plain|message|text$)!i; > 101 next unless $Message->Content; > > js. > -- > Jean-Sebastien Morisset, Sr. UNIX Administrator > -- Jean-Sebastien Morisset, Sr. UNIX Administrator From richih.mailinglist at gmail.com Wed Jul 30 08:51:34 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Wed, 30 Jul 2008 14:51:34 +0200 Subject: [rt-users] RFC: Should a bookmarked ticket disappear when it is deleted? In-Reply-To: <20080728165901.GC32146@bestpractical.com> References: <2d460de70807280956n1e0deea7veb5216ca6803ce97@mail.gmail.com> <20080728165901.GC32146@bestpractical.com> Message-ID: <2d460de70807300551u68a476dg2be5c89c6e8207ec@mail.gmail.com> On Mon, Jul 28, 2008 at 18:59, Jesse Vincent wrote: > Delete should mean "disappears from all listings" > > Bookmarking should trump resolve or reject, though Should I file a wishlist item or will you keep track of it yourself? Richard From sturner at MIT.EDU Wed Jul 30 09:31:03 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 30 Jul 2008 09:31:03 -0400 Subject: [rt-users] reply via email from AdminCC does not go to Requestor In-Reply-To: <48901E0D.9070204@ky.ttk.i-fielding.jp> References: <48901E0D.9070204@ky.ttk.i-fielding.jp> Message-ID: <6.2.3.4.2.20080730092210.01e7c490@po14.mit.edu> At 7/30/2008 03:53 AM, =?ISO-2022-JP?B?GyRCJUElYyVzJUklaRsoQg==?= wrote: >Hi everybody, > >I am running a new installation of RT3.6, and most things work fine >except for the following: > >A new user can send a mail to RT and properly get automatically >registered, and the AdminCCs get the new ticket notify sent to them. >If an AdminCC (or owner) uses the UI to reply, the Requestor is properly >sent a mail. However, if an AdminCC (or owner) sends a reply via email, >the other AdminCCs get notified, but not the Requestor. >In all cases the Requestor is different from the AdminCC (or owner) >sending the reply, and the Requestor is an unprivileged user. > >I use the stock scrips: >1. On Correspond Open Tickets with template Blank >2. On Owner Change Notify Owner with template Transaction >3. On Create Notify AdminCcs with template Transaction >4. On Correspond Notify AdminCcs with template Admin Correspondence >5. On Correspond Notify Requestors and Ccs with template Correspondence >6. On Correspond Notify Other Recipients with template Correspondence >7. On Comment Notify AdminCcs as Comment with template Admin Comment >8. On Comment Notify Other Recipients as Comment with template >Correspondence > >Scrip 5 should be taking care of sending reply mail back to the >requestor. In the logs, I get the much discussed message: Sounds like the messages coming in from AdminCcs are comments rather than replies. This could be simply because AdminCcs are replying to messages generated by scrips 7 or 8, which is the correct behavior. Or it could be that the queue's reply & comment addresses are the same - they should be different. Or perhaps there's a mail config issue (intended replies being forwarded to mailgate as comments). Steve From sven.sternberger at desy.de Wed Jul 30 09:18:47 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 30 Jul 2008 15:18:47 +0200 Subject: [rt-users] reply via email from AdminCC does not go to Requestor In-Reply-To: <48901E0D.9070204@ky.ttk.i-fielding.jp> References: <48901E0D.9070204@ky.ttk.i-fielding.jp> Message-ID: <1217423927.6443.36.camel@pcx4546.desy.de> Hello! On Mi, 2008-07-30 at 16:53 +0900, ????? wrote: > A new user can send a mail to RT and properly get automatically > registered, and the AdminCCs get the new ticket notify sent to them. > If an AdminCC (or owner) uses the UI to reply, the Requestor is properly > sent a mail. However, if an AdminCC (or owner) sends a reply via email, > the other AdminCCs get notified, but not the Requestor. > In all cases the Requestor is different from the AdminCC (or owner) > sending the reply, and the Requestor is an unprivileged user. So If I understood it right, the person which send the reply to the ticket, don't get a reply. Independently if the sender is an admin or a unprivileged user. > The UI works, so maybe its a rights problem? but you can't test it with the unprivileged user ;-) > Currently the Requestor group has the following rights on the queue: hmm maybe this is the problem, maybe you can checke if the problem still exist when you give the group 'everybody' the right to reply and create tickets. > Also, NotifyActor is set to 1 This was of course what I thought first is the problem you have "Set($NotifyActor, 1);" in the config file and restarted the webserver? > I have searched the archives (and Google) and found there are people > with similar problems, but unfortunately without any solution that works > for me. hmm rt is rather complicated with a lot of places to misconfigure. As far as I can remember there was no issue with not sending replies if configured, otherwise a lot of users would complain. regards sven From andrew.fay at hotmail.co.uk Wed Jul 30 10:11:20 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Wed, 30 Jul 2008 14:11:20 +0000 Subject: [rt-users] RT 3.6.4 MYSQL Backup Message-ID: Hi, I am having a problem backing up the mysql db for our RT installation, I can back it up correctly into an SQL file.. move it to another machine with mysql running and get errors trying to restore it. If I remove the attachments table from the restore then it restores fine, the error i get is : Error while executing this query:INSERT INTO `rtdb`.`Attachments` VALUES (179,455,178,'','',NULL,'text/plain','none' etc and then a mess of illedgable text. I am looking into upgrading to the latest version of RT but I don't want to do this until I can back everything up correctly. Ideally I would like the attachments backed up though. If the attachment table can't be saved what will happen if I restore this DB on top of a new installation ? will I just not be able to browse the attachments or will this make it so we are unable to browse the old tickets? I say this because the new RT will be running on a different machine as this one is coming to the end of it's life unfortunatly. Thanks in advance! Andy _________________________________________________________________ 100?s of Nikon cameras to be won with Live Search http://clk.atdmt.com/UKM/go/101719808/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew.fay at hotmail.co.uk Wed Jul 30 10:26:51 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Wed, 30 Jul 2008 14:26:51 +0000 Subject: [rt-users] Backing up attachments table in MYSQL RT3.6.4 In-Reply-To: <1217423927.6443.36.camel@pcx4546.desy.de> References: <48901E0D.9070204@ky.ttk.i-fielding.jp> <1217423927.6443.36.camel@pcx4546.desy.de> Message-ID: Hi, I am having a problem backing up the mysql db for our RT installation, I can back it up correctly into an SQL file.. move it to another machine with mysql running and get errors trying to restore it. If I remove the attachments table from the restore then it restores fine, the error i get is : Error while executing this query:INSERT INTO `rtdb`.`Attachments` VALUES (179,455,178,'','',NULL,'text/plain','none' etc and then a mess of illedgable text. I am looking into upgrading to the latest version of RT but I don't want to do this until I can back everything up correctly. Ideally I would like the attachments backed up though. If the attachment table can't be saved what will happen if I restore this DB on top of a new installation ? will I just not be able to browse the attachments or will this make it so we are unable to browse the old tickets? I say this because the new RT will be running on a different machine as this one is coming to the end of it's life unfortunatly. Thanks in advance! Andy _________________________________________________________________ Play and win great prizes with Live Search and Kung Fu Panda http://clk.atdmt.com/UKM/go/101719966/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Jul 30 10:31:58 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 30 Jul 2008 16:31:58 +0200 Subject: [rt-users] RT 3.6.4 MYSQL Backup Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9328C@w3hamboex11.ger.win.int.kn> Hi fay, I'm not sure about the error, but if you can't restore the attachments table correctly, then your rt install will be broken, rt stores not only the things we know as attachment like .doc or .xls, he also stores each mail text etc there. A broken table is not good in this way ;-) Can you try as workaround to stop your mysqld copy over the plain files (innodb etc) to the new server an try to start there. Tob ________________________________ Von: rt-users-bounces at lists.bestpractical.com An: rt mailing list Gesendet: Wed Jul 30 16:11:20 2008 Betreff: [rt-users] RT 3.6.4 MYSQL Backup Hi, I am having a problem backing up the mysql db for our RT installation, I can back it up correctly into an SQL file.. move it to another machine with mysql running and get errors trying to restore it. If I remove the attachments table from the restore then it restores fine, the error i get is : Error while executing this query:INSERT INTO `rtdb`.`Attachments` VALUES (179,455,178,'','',NULL,'text/plain','none' etc and then a mess of illedgable text. I am looking into upgrading to the latest version of RT but I don't want to do this until I can back everything up correctly. Ideally I would like the attachments backed up though. If the attachment table can't be saved what will happen if I restore this DB on top of a new installation ? will I just not be able to browse the attachments or will this make it so we are unable to browse the old tickets? I say this because the new RT will be running on a different machine as this one is coming to the end of it's life unfortunatly. Thanks in advance! Andy ________________________________ Get Hotmail on your Mobile! Try it Now! -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Jul 30 10:35:44 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 30 Jul 2008 10:35:44 -0400 Subject: [rt-users] RT 3.6.4 MYSQL Backup In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F9328C@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F9328C@w3hamboex11.ger.win.int.kn> Message-ID: <48907C40.7090801@ucrwcu.rwc.uc.edu> I was thinking that it might be the max_allowed_packet option my.cnf. Recent versions of MySQL seem to export the tables in what my office has begun to refer to as "massive dumps," that is, One insert statement for each table. One other option would be not exporting the data in binary format, IIRC. Ham MI-ID, Torsten Brumm wrote: > > Hi fay, > I'm not sure about the error, but if you can't restore the attachments > table correctly, then your rt install will be broken, rt stores not > only the things we know as attachment like .doc or .xls, he also > stores each mail text etc there. A broken table is not good in this > way ;-) > > Can you try as workaround to stop your mysqld copy over the plain > files (innodb etc) to the new server an try to start there. > > Tob > > ------------------------------------------------------------------------ > *Von*: rt-users-bounces at lists.bestpractical.com > *An*: rt mailing list > *Gesendet*: Wed Jul 30 16:11:20 2008 > *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup > Hi, > > I am having a problem backing up the mysql db for our RT installation, > > I can back it up correctly into an SQL file.. move it to another > machine with mysql running and get errors trying to restore it. > > If I remove the attachments table from the restore then it restores fine, > > the error i get is : > > Error while executing this query:INSERT INTO `rtdb`.`Attachments` > VALUES (179,455,178,'','',NULL,'text/plain','none' > > etc and then a mess of illedgable text. > > I am looking into upgrading to the latest version of RT but I don't > want to do this until I can back everything up correctly. > > Ideally I would like the attachments backed up though. > > If the attachment table can't be saved what will happen if I restore > this DB on top of a new installation ? will I just not be able to > browse the attachments or will this make it so we are unable to browse > the old tickets? > > I say this because the new RT will be running on a different machine > as this one is coming to the end of it's life unfortunatly. > > Thanks in advance! > > Andy > > ------------------------------------------------------------------------ > Get Hotmail on your 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From torsten.brumm at Kuehne-Nagel.com Wed Jul 30 10:39:02 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 30 Jul 2008 16:39:02 +0200 Subject: [rt-users] RT 3.6.4 MYSQL Backup Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93290@w3hamboex11.ger.win.int.kn> Yes, like drew said, this can also be the problem, i remeber from our last move. We increased the max_allowed_packet option massivly, but also without success. We did the trick by dumping only the attachments table and restored them later. Was working fine. ----- Originalnachricht ----- Von: Drew Barnes An: Ham MI-ID, Torsten Brumm Cc: andrew.fay at hotmail.co.uk ; rt-users at lists.bestpractical.com Gesendet: Wed Jul 30 16:35:44 2008 Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup I was thinking that it might be the max_allowed_packet option my.cnf. Recent versions of MySQL seem to export the tables in what my office has begun to refer to as "massive dumps," that is, One insert statement for each table. One other option would be not exporting the data in binary format, IIRC. Ham MI-ID, Torsten Brumm wrote: > > Hi fay, > I'm not sure about the error, but if you can't restore the attachments > table correctly, then your rt install will be broken, rt stores not > only the things we know as attachment like .doc or .xls, he also > stores each mail text etc there. A broken table is not good in this > way ;-) > > Can you try as workaround to stop your mysqld copy over the plain > files (innodb etc) to the new server an try to start there. > > Tob > > ------------------------------------------------------------------------ > *Von*: rt-users-bounces at lists.bestpractical.com > *An*: rt mailing list > *Gesendet*: Wed Jul 30 16:11:20 2008 > *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup > Hi, > > I am having a problem backing up the mysql db for our RT installation, > > I can back it up correctly into an SQL file.. move it to another > machine with mysql running and get errors trying to restore it. > > If I remove the attachments table from the restore then it restores fine, > > the error i get is : > > Error while executing this query:INSERT INTO `rtdb`.`Attachments` > VALUES (179,455,178,'','',NULL,'text/plain','none' > > etc and then a mess of illedgable text. > > I am looking into upgrading to the latest version of RT but I don't > want to do this until I can back everything up correctly. > > Ideally I would like the attachments backed up though. > > If the attachment table can't be saved what will happen if I restore > this DB on top of a new installation ? will I just not be able to > browse the attachments or will this make it so we are unable to browse > the old tickets? > > I say this because the new RT will be running on a different machine > as this one is coming to the end of it's life unfortunatly. > > Thanks in advance! > > Andy > > ------------------------------------------------------------------------ > Get Hotmail on your 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Jul 30 10:44:48 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 30 Jul 2008 16:44:48 +0200 Subject: [rt-users] custom form for create ticket in a queue Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93294@w3hamboex11.ger.win.int.kn> Yes, we do, whats exactly your problem? Tob ________________________________ Von: rt-users-bounces at lists.bestpractical.com An: rt-users at lists.bestpractical.com Gesendet: Tue Jul 29 18:23:17 2008 Betreff: [rt-users] custom form for create ticket in a queue Has anyone used a form for creating a ticket in a particular queue? I have a group that wants to use our RT system (RT 3.6.3), but wants a form when a user selects "create ticket"... -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Jul 30 10:48:01 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 30 Jul 2008 16:48:01 +0200 Subject: [rt-users] RT 3.6.4 MYSQL Backup Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93295@w3hamboex11.ger.win.int.kn> Under xampp the is also a my.ini i think. ________________________________ Von: andrew fay An: Ham MI-ID, Torsten Brumm; barnesaw at ucrwcu.rwc.uc.edu ; robert at ml.erje.net Cc: rt-users at lists.bestpractical.com Gesendet: Wed Jul 30 16:46:44 2008 Betreff: RE: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup Hi, Sorry I should of been more clear, I have RT 3.6.4 running on an ubuntu machine and backing up the catalog using the Mysql Administrator. When I am restoring it I am restoring on to a windows xp pro machine running a mysql server. I have tried restoring attachments after and before just by itself with no luck. How would I set the max_allowed_packet option under windows? I have access to the console and am using WAMP to run my mysql server. Thanks! Andy ________________________________ Subject: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup Date: Wed, 30 Jul 2008 16:39:02 +0200 From: torsten.brumm at Kuehne-Nagel.com To: barnesaw at ucrwcu.rwc.uc.edu CC: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com Yes, like drew said, this can also be the problem, i remeber from our last move. We increased the max_allowed_packet option massivly, but also without success. We did the trick by dumping only the attachments table and restored them later. Was working fine. ----- Originalnachricht ----- Von: Drew Barnes An: Ham MI-ID, Torsten Brumm Cc: andrew.fay at hotmail.co.uk ; rt-users at lists.bestpractical.com Gesendet: Wed Jul 30 16:35:44 2008 Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup I was thinking that it might be the max_allowed_packet option my.cnf. Recent versions of MySQL seem to export the tables in what my office has begun to refer to as "massive dumps," that is, One insert statement for each table. One other option would be not exporting the data in binary format, IIRC. Ham MI-ID, Torsten Brumm wrote: > > Hi fay, > I'm not sure about the error, but if you can't restore the attachments > table correctly, then your rt install will be broken, rt stores not > only the things we know as attachment like .doc or .xls, he also > stores each mail text etc there. A broken table is not good in this > way ;-) > > Can you try as workaround to stop your mysqld copy over the plain > files (innodb etc) to the new server an try to start there. > > Tob > > ------------------------------------------------------------------------ > *Von*: rt-users-bounces at lists.bestpractical.com > *An*: rt mailing list > *Gesendet*: Wed Jul 30 16:11:20 2008 > *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup > Hi, > > I am having a problem backing up the mysql db for our RT installation, > > I can back it up correctly into an SQL file.. move it to another > machine with mysql running and get errors trying to restore it. > > If I remove the attachments table from the restore then it restores fine, > > the error i get is : > > Error while executing this query:INSERT INTO `rtdb`.`Attachments` > VALUES (179,455,178,'','',NULL,'text/plain','none' > > etc and then a mess of illedgable text. > > I am looking into upgrading to the latest version of RT but I don't > want to do this until I can back everything up correctly. > > Ideally I would like the attachments backed up though. > > If the attachment table can't be saved what will happen if I restore > this DB on top of a new installation ? will I just not be able to > browse the attachments or will this make it so we are unable to browse > the old tickets? > > I say this because the new RT will be running on a different machine > as this one is coming to the end of it's life unfortunatly. > > Thanks in advance! > > Andy > > ------------------------------------------------------------------------ > Get Hotmail on your 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ________________________________ Find out how to make Messenger your very own TV! Try it Now! -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Jul 30 10:50:16 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 30 Jul 2008 10:50:16 -0400 Subject: [rt-users] RT 3.6.4 MYSQL Backup In-Reply-To: References: <16426EA38D57E74CB1DE5A6AE1DB0394F93290@w3hamboex11.ger.win.int.kn> Message-ID: <48907FA8.6060706@ucrwcu.rwc.uc.edu> I have never used Mysql under windows, but from MySQL's documentation: When the MySQL server starts on Windows, it looks for options in two files: the my.ini file in the Windows directory, and the C:\my.cnf file. andrew fay wrote: > Hi, > > Sorry I should of been more clear, > > I have RT 3.6.4 running on an ubuntu machine and backing up the > catalog using the Mysql Administrator. When I am restoring it I am > restoring on to a windows xp pro machine running a mysql server. I > have tried restoring attachments after and before just by itself with > no luck. > > How would I set the max_allowed_packet option under windows? I have > access to the console and am using WAMP to run my mysql server. > > Thanks! > > Andy > > ------------------------------------------------------------------------ > Subject: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup > Date: Wed, 30 Jul 2008 16:39:02 +0200 > From: torsten.brumm at Kuehne-Nagel.com > To: barnesaw at ucrwcu.rwc.uc.edu > CC: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com > > Yes, like drew said, this can also be the problem, i remeber from our > last move. > We increased the max_allowed_packet option massivly, but also without > success. We did the trick by dumping only the attachments table and > restored them later. Was working fine. > > ----- Originalnachricht ----- > Von: Drew Barnes > An: Ham MI-ID, Torsten Brumm > Cc: andrew.fay at hotmail.co.uk ; > rt-users at lists.bestpractical.com > Gesendet: Wed Jul 30 16:35:44 2008 > Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup > > I was thinking that it might be the max_allowed_packet option my.cnf. > Recent versions of MySQL seem to export the tables in what my office has > begun to refer to as "massive dumps," that is, One insert statement for > each table. > > One other option would be not exporting the data in binary format, IIRC. > > > Ham MI-ID, Torsten Brumm wrote: > > > > Hi fay, > > I'm not sure about the error, but if you can't restore the attachments > > table correctly, then your rt install will be broken, rt stores not > > only the things we know as attachment like .doc or .xls, he also > > stores each mail text etc there. A broken table is not good in this > > way ;-) > > > > Can you try as workaround to stop your mysqld copy over the plain > > files (innodb etc) to the new server an try to start there. > > > > Tob > > > > ------------------------------------------------------------------------ > > *Von*: rt-users-bounces at lists.bestpractical.com > > *An*: rt mailing list > > *Gesendet*: Wed Jul 30 16:11:20 2008 > > *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup > > Hi, > > > > I am having a problem backing up the mysql db for our RT installation, > > > > I can back it up correctly into an SQL file.. move it to another > > machine with mysql running and get errors trying to restore it. > > > > If I remove the attachments table from the restore then it restores > fine, > > > > the error i get is : > > > > Error while executing this query:INSERT INTO `rtdb`.`Attachments` > > VALUES (179,455,178,'','',NULL,'text/plain','none' > > > > etc and then a mess of illedgable text. > > > > I am looking into upgrading to the latest version of RT but I don't > > want to do this until I can back everything up correctly. > > > > Ideally I would like the attachments backed up though. > > > > If the attachment table can't be saved what will happen if I restore > > this DB on top of a new installation ? will I just not be able to > > browse the attachments or will this make it so we are unable to browse > > the old tickets? > > > > I say this because the new RT will be running on a different machine > > as this one is coming to the end of it's life unfortunatly. > > > > Thanks in advance! > > > > Andy > > > > ------------------------------------------------------------------------ > > Get Hotmail on your 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 > > -- > Drew Barnes > Applications Analyst > Network Resources Department > Raymond Walters College > University of Cincinnati > > > > ------------------------------------------------------------------------ > Find out how to make Messenger your very own TV! Try it Now! > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From andrew.fay at hotmail.co.uk Wed Jul 30 10:46:44 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Wed, 30 Jul 2008 14:46:44 +0000 Subject: [rt-users] RT 3.6.4 MYSQL Backup In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F93290@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93290@w3hamboex11.ger.win.int.kn> Message-ID: Hi, Sorry I should of been more clear, I have RT 3.6.4 running on an ubuntu machine and backing up the catalog using the Mysql Administrator. When I am restoring it I am restoring on to a windows xp pro machine running a mysql server. I have tried restoring attachments after and before just by itself with no luck. How would I set the max_allowed_packet option under windows? I have access to the console and am using WAMP to run my mysql server. Thanks! Andy Subject: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup Date: Wed, 30 Jul 2008 16:39:02 +0200 From: torsten.brumm at Kuehne-Nagel.com To: barnesaw at ucrwcu.rwc.uc.edu CC: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com AW: Re: [rt-users] RT 3.6.4 MYSQL Backup Yes, like drew said, this can also be the problem, i remeber from our last move. We increased the max_allowed_packet option massivly, but also without success. We did the trick by dumping only the attachments table and restored them later. Was working fine. ----- Originalnachricht ----- Von: Drew Barnes An: Ham MI-ID, Torsten Brumm Cc: andrew.fay at hotmail.co.uk ; rt-users at lists.bestpractical.com Gesendet: Wed Jul 30 16:35:44 2008 Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup I was thinking that it might be the max_allowed_packet option my.cnf. Recent versions of MySQL seem to export the tables in what my office has begun to refer to as "massive dumps," that is, One insert statement for each table. One other option would be not exporting the data in binary format, IIRC. Ham MI-ID, Torsten Brumm wrote: > > Hi fay, > I'm not sure about the error, but if you can't restore the attachments > table correctly, then your rt install will be broken, rt stores not > only the things we know as attachment like .doc or .xls, he also > stores each mail text etc there. A broken table is not good in this > way ;-) > > Can you try as workaround to stop your mysqld copy over the plain > files (innodb etc) to the new server an try to start there. > > Tob > > ------------------------------------------------------------------------ > *Von*: rt-users-bounces at lists.bestpractical.com > *An*: rt mailing list > *Gesendet*: Wed Jul 30 16:11:20 2008 > *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup > Hi, > > I am having a problem backing up the mysql db for our RT installation, > > I can back it up correctly into an SQL file.. move it to another > machine with mysql running and get errors trying to restore it. > > If I remove the attachments table from the restore then it restores fine, > > the error i get is : > > Error while executing this query:INSERT INTO `rtdb`.`Attachments` > VALUES (179,455,178,'','',NULL,'text/plain','none' > > etc and then a mess of illedgable text. > > I am looking into upgrading to the latest version of RT but I don't > want to do this until I can back everything up correctly. > > Ideally I would like the attachments backed up though. > > If the attachment table can't be saved what will happen if I restore > this DB on top of a new installation ? will I just not be able to > browse the attachments or will this make it so we are unable to browse > the old tickets? > > I say this because the new RT will be running on a different machine > as this one is coming to the end of it's life unfortunatly. > > Thanks in advance! > > Andy > > ------------------------------------------------------------------------ > Get Hotmail on your 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati _________________________________________________________________ Find the best and worst places on the planet http://clk.atdmt.com/UKM/go/101719807/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From mchandler at ky.ttk.i-fielding.jp Wed Jul 30 10:51:31 2008 From: mchandler at ky.ttk.i-fielding.jp (=?utf-8?q?=E3=83=9E=E3=83=BC=E3=83=86=E3=82=A3=E3=83=B3?=) Date: Wed, 30 Jul 2008 23:51:31 +0900 Subject: [rt-users] reply via email from AdminCC does not go to Requestor In-Reply-To: <1217423927.6443.36.camel@pcx4546.desy.de> References: <48901E0D.9070204@ky.ttk.i-fielding.jp> <1217423927.6443.36.camel@pcx4546.desy.de> Message-ID: <200807302351.31867.mchandler@ky.ttk.i-fielding.jp> Hi Sven, Thank you very much for responding. > > A new user can send a mail to RT and properly get automatically > > registered, and the AdminCCs get the new ticket notify sent to them. > > If an AdminCC (or owner) uses the UI to reply, the Requestor is properly > > sent a mail. However, if an AdminCC (or owner) sends a reply via email, > > the other AdminCCs get notified, but not the Requestor. > > In all cases the Requestor is different from the AdminCC (or owner) > > sending the reply, and the Requestor is an unprivileged user. > > So If I understood it right, the person which send the reply to > the ticket, don't get a reply. Independently if the sender is an > admin or a unprivileged user. > Actually, the person sending the reply is an AdminCC, and the person expecting to get the reply but not getting it is the requestor. These two actors are different people. > > The UI works, so maybe its a rights problem? > > but you can't test it with the unprivileged user ;-) > > > Currently the Requestor group has the following rights on the queue: > > hmm maybe this is the problem, maybe you can checke if the > problem still exist when you give the group 'everybody' > the right to reply and create tickets. > Thanks for the advice. I should have put this in my earlier mail, The 'everybody' group already has the (global) right to create and reply to tickets. > > Also, NotifyActor is set to 1 > > This was of course what I thought first is the problem you have > "Set($NotifyActor, 1);" in the config file and restarted the > webserver? > Yes, the webserver has been restarted after changing the configuration, to no avail. > > I have searched the archives (and Google) and found there are people > > with similar problems, but unfortunately without any solution that works > > for me. > > hmm rt is rather complicated with a lot of places to misconfigure. > As far as I can remember there was no issue with not > sending replies if configured, otherwise a lot of users would > complain. Yeah, I would think it is one of the most basic functions of RT, and it is frustrating that it doesn't work...I figure I must just have it misconfigured somewhere, so I would much appreciate your continued help to work me through to the solution! Thanks, Martin From andrew.fay at hotmail.co.uk Wed Jul 30 11:02:04 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Wed, 30 Jul 2008 15:02:04 +0000 Subject: [rt-users] RT 3.6.4 MYSQL Backup*RESOLVED* In-Reply-To: <48907FA8.6060706@ucrwcu.rwc.uc.edu> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93290@w3hamboex11.ger.win.int.kn> <48907FA8.6060706@ucrwcu.rwc.uc.edu> Message-ID: added max_allowed_packet = 16M to my.ini The restore operation finished successfully! Thanks guys, Andy > Date: Wed, 30 Jul 2008 10:50:16 -0400 > From: barnesaw at ucrwcu.rwc.uc.edu > To: andrew.fay at hotmail.co.uk > CC: torsten.brumm at kuehne-nagel.com; robert at ml.erje.net; rt-users at lists.bestpractical.com > Subject: Re: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup > > I have never used Mysql under windows, but from MySQL's documentation: > When the MySQL server starts on Windows, it looks for options in two > files: the my.ini file in the Windows directory, and the C:\my.cnf file. > > > andrew fay wrote: > > Hi, > > > > Sorry I should of been more clear, > > > > I have RT 3.6.4 running on an ubuntu machine and backing up the > > catalog using the Mysql Administrator. When I am restoring it I am > > restoring on to a windows xp pro machine running a mysql server. I > > have tried restoring attachments after and before just by itself with > > no luck. > > > > How would I set the max_allowed_packet option under windows? I have > > access to the console and am using WAMP to run my mysql server. > > > > Thanks! > > > > Andy > > > > ------------------------------------------------------------------------ > > Subject: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup > > Date: Wed, 30 Jul 2008 16:39:02 +0200 > > From: torsten.brumm at Kuehne-Nagel.com > > To: barnesaw at ucrwcu.rwc.uc.edu > > CC: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com > > > > Yes, like drew said, this can also be the problem, i remeber from our > > last move. > > We increased the max_allowed_packet option massivly, but also without > > success. We did the trick by dumping only the attachments table and > > restored them later. Was working fine. > > > > ----- Originalnachricht ----- > > Von: Drew Barnes > > An: Ham MI-ID, Torsten Brumm > > Cc: andrew.fay at hotmail.co.uk ; > > rt-users at lists.bestpractical.com > > Gesendet: Wed Jul 30 16:35:44 2008 > > Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup > > > > I was thinking that it might be the max_allowed_packet option my.cnf. > > Recent versions of MySQL seem to export the tables in what my office has > > begun to refer to as "massive dumps," that is, One insert statement for > > each table. > > > > One other option would be not exporting the data in binary format, IIRC. > > > > > > Ham MI-ID, Torsten Brumm wrote: > > > > > > Hi fay, > > > I'm not sure about the error, but if you can't restore the attachments > > > table correctly, then your rt install will be broken, rt stores not > > > only the things we know as attachment like .doc or .xls, he also > > > stores each mail text etc there. A broken table is not good in this > > > way ;-) > > > > > > Can you try as workaround to stop your mysqld copy over the plain > > > files (innodb etc) to the new server an try to start there. > > > > > > Tob > > > > > > ------------------------------------------------------------------------ > > > *Von*: rt-users-bounces at lists.bestpractical.com > > > *An*: rt mailing list > > > *Gesendet*: Wed Jul 30 16:11:20 2008 > > > *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup > > > Hi, > > > > > > I am having a problem backing up the mysql db for our RT installation, > > > > > > I can back it up correctly into an SQL file.. move it to another > > > machine with mysql running and get errors trying to restore it. > > > > > > If I remove the attachments table from the restore then it restores > > fine, > > > > > > the error i get is : > > > > > > Error while executing this query:INSERT INTO `rtdb`.`Attachments` > > > VALUES (179,455,178,'','',NULL,'text/plain','none' > > > > > > etc and then a mess of illedgable text. > > > > > > I am looking into upgrading to the latest version of RT but I don't > > > want to do this until I can back everything up correctly. > > > > > > Ideally I would like the attachments backed up though. > > > > > > If the attachment table can't be saved what will happen if I restore > > > this DB on top of a new installation ? will I just not be able to > > > browse the attachments or will this make it so we are unable to browse > > > the old tickets? > > > > > > I say this because the new RT will be running on a different machine > > > as this one is coming to the end of it's life unfortunatly. > > > > > > Thanks in advance! > > > > > > Andy > > > > > > ------------------------------------------------------------------------ > > > Get Hotmail on your 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 > > > > -- > > Drew Barnes > > Applications Analyst > > Network Resources Department > > Raymond Walters College > > University of Cincinnati > > > > > > > > ------------------------------------------------------------------------ > > Find out how to make Messenger your very own TV! Try it Now! > > > > -- > Drew Barnes > Applications Analyst > Network Resources Department > Raymond Walters College > University of Cincinnati > _________________________________________________________________ Play and win great prizes with Live Search and Kung Fu Panda http://clk.atdmt.com/UKM/go/101719966/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Jul 30 11:03:24 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 30 Jul 2008 17:03:24 +0200 Subject: [rt-users] RT 3.6.4 MYSQL Backup Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93296@w3hamboex11.ger.win.int.kn> Is it really a prod system? Do you think its a good idea to use it under xampp or mamp? And windows? ;-) ________________________________ Von: rt-users-bounces at lists.bestpractical.com An: andrew.fay at hotmail.co.uk ; barnesaw at ucrwcu.rwc.uc.edu ; robert at ml.erje.net Cc: rt-users at lists.bestpractical.com Gesendet: Wed Jul 30 16:48:01 2008 Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup Under xampp the is also a my.ini i think. ________________________________ Von: andrew fay An: Ham MI-ID, Torsten Brumm; barnesaw at ucrwcu.rwc.uc.edu ; robert at ml.erje.net Cc: rt-users at lists.bestpractical.com Gesendet: Wed Jul 30 16:46:44 2008 Betreff: RE: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup Hi, Sorry I should of been more clear, I have RT 3.6.4 running on an ubuntu machine and backing up the catalog using the Mysql Administrator. When I am restoring it I am restoring on to a windows xp pro machine running a mysql server. I have tried restoring attachments after and before just by itself with no luck. How would I set the max_allowed_packet option under windows? I have access to the console and am using WAMP to run my mysql server. Thanks! Andy ________________________________ Subject: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup Date: Wed, 30 Jul 2008 16:39:02 +0200 From: torsten.brumm at Kuehne-Nagel.com To: barnesaw at ucrwcu.rwc.uc.edu CC: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com Yes, like drew said, this can also be the problem, i remeber from our last move. We increased the max_allowed_packet option massivly, but also without success. We did the trick by dumping only the attachments table and restored them later. Was working fine. ----- Originalnachricht ----- Von: Drew Barnes An: Ham MI-ID, Torsten Brumm Cc: andrew.fay at hotmail.co.uk ; rt-users at lists.bestpractical.com Gesendet: Wed Jul 30 16:35:44 2008 Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup I was thinking that it might be the max_allowed_packet option my.cnf. Recent versions of MySQL seem to export the tables in what my office has begun to refer to as "massive dumps," that is, One insert statement for each table. One other option would be not exporting the data in binary format, IIRC. Ham MI-ID, Torsten Brumm wrote: > > Hi fay, > I'm not sure about the error, but if you can't restore the attachments > table correctly, then your rt install will be broken, rt stores not > only the things we know as attachment like .doc or .xls, he also > stores each mail text etc there. A broken table is not good in this > way ;-) > > Can you try as workaround to stop your mysqld copy over the plain > files (innodb etc) to the new server an try to start there. > > Tob > > ------------------------------------------------------------------------ > *Von*: rt-users-bounces at lists.bestpractical.com > *An*: rt mailing list > *Gesendet*: Wed Jul 30 16:11:20 2008 > *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup > Hi, > > I am having a problem backing up the mysql db for our RT installation, > > I can back it up correctly into an SQL file.. move it to another > machine with mysql running and get errors trying to restore it. > > If I remove the attachments table from the restore then it restores fine, > > the error i get is : > > Error while executing this query:INSERT INTO `rtdb`.`Attachments` > VALUES (179,455,178,'','',NULL,'text/plain','none' > > etc and then a mess of illedgable text. > > I am looking into upgrading to the latest version of RT but I don't > want to do this until I can back everything up correctly. > > Ideally I would like the attachments backed up though. > > If the attachment table can't be saved what will happen if I restore > this DB on top of a new installation ? will I just not be able to > browse the attachments or will this make it so we are unable to browse > the old tickets? > > I say this because the new RT will be running on a different machine > as this one is coming to the end of it's life unfortunatly. > > Thanks in advance! > > Andy > > ------------------------------------------------------------------------ > Get Hotmail on your 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ________________________________ Find out how to make Messenger your very own TV! Try it Now! -------------- next part -------------- An HTML attachment was scrubbed... URL: From mchandler at ky.ttk.i-fielding.jp Wed Jul 30 11:09:12 2008 From: mchandler at ky.ttk.i-fielding.jp (=?utf-8?q?=E3=83=9E=E3=83=BC=E3=83=86=E3=82=A3=E3=83=B3?=) Date: Thu, 31 Jul 2008 00:09:12 +0900 Subject: [rt-users] reply via email from AdminCC does not go to Requestor In-Reply-To: <6.2.3.4.2.20080730092210.01e7c490@po14.mit.edu> References: <48901E0D.9070204@ky.ttk.i-fielding.jp> <6.2.3.4.2.20080730092210.01e7c490@po14.mit.edu> Message-ID: <200807310009.12141.mchandler@ky.ttk.i-fielding.jp> Hi Steve, Thanks for the response! > >Scrip 5 should be taking care of sending reply mail back to the > >requestor. In the logs, I get the much discussed message: > > Sounds like the messages coming in from AdminCcs are comments rather > than replies. This could be simply because AdminCcs are replying to > messages generated by scrips 7 or 8, which is the correct behavior. > Or it could be that the queue's reply & comment addresses are the > same - they should be different. Or perhaps there's a mail config > issue (intended replies being forwarded to mailgate as comments). That's an interesting thought, but the addressess for comments and correspondence are different: q-a@ (--action correspond) and q-a-comment@ (--action comment), and looking at the maillog etc. it looks like everything is properly coming from and going to the correspondence address. Also, the log doesn't indicate scrips 7 or 8 are being triggered (only 4,5 and 6 - with scrip 4 being properly executed), so that would indicate RT is properly handling it as correspondence, but for some reason not picking up the requestor address needed to execute scrip 5. Thanks, Martin From swills at webassign.net Wed Jul 30 11:39:18 2008 From: swills at webassign.net (Steve Wills) Date: Wed, 30 Jul 2008 11:39:18 -0400 Subject: [rt-users] possible cross site scripting issue Message-ID: <5D27B160-69B5-4A19-BEE9-4922BEC7D8EB@webassign.net> It seems that emails with address lines of this form: ">'>