From cvelez at ckcomputingpr.com Sun Jun 1 15:51:25 2008 From: cvelez at ckcomputingpr.com (Carlos J. Velez-Rivera) Date: Sun, 1 Jun 2008 15:51:25 -0400 Subject: [rt-users] =?iso-8859-15?q?LDAP_Authentication_and_User_Account_C?= =?iso-8859-15?q?reation_3=2E6=2E6=2E_and=09latest_ExternalAuth?= In-Reply-To: <483FBC02.2010600@jennic.com> References: <483F2129.90302@3leafsystems.com> <483FBC02.2010600@jennic.com> Message-ID: <200806011551.25232.cvelez@ckcomputingpr.com> Mike, I'm one of those who has the issue you mention. I'd like to help. Do you want some more output enabled? Would you like me to add some code to my instance so you can output anything that might help you fix it? Thanks, Carlos On Friday 30 May 2008 04:34:10 Mike Peachey wrote: > Bill Teeple wrote: > > (also - note - I put rt3 within the /var volume not the /opt volume) > > Meh, I always stick it in /usr > > > Here is a part of my log: > > > > > > > > [Thu May 29 19:37:57 2008] [warning]: Transaction->Create couldn't, as > > you didn't specify an object type and id (/var/rt3/lib/RT/Record.pm:1486) > > I'm not sure what the cause of this message is, but it does not get int > the way of user creation, this is one of those messages that has ALWAYS > been there, I've just yet to get around to working out why. > > > [Thu May 29 19:37:57 2008] [warning]: Use of uninitialized value in join > > or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. > > (/var/rt3/local/lib/RT/User_Vendor.pm:408) > > I've never seen this one before, but I'm guessing it's due to a lack of > a Set($ExternalInfoPriority, ['My_LDAP']); in your config. Auth and info > are treated as completely seperate services and so you need to define > the services for each. > > > [Thu May 29 19:37:57 2008] [debug]: Attempting to get user info using > > this external service: (/var/rt3/local/lib/RT/User_Vendor.pm:408) > > Hence this line ^^ > > > [Thu May 29 19:37:57 2008] [info]: RT::User::CanonicalizeUserInfo > > returning Disabled: 0, EmailAddress: , Gecos: ldapsearch, Name: > > ldapsearch, Privileged: 0 (/var/rt3/local/lib/RT/User_Vendor.pm:444) > > > [Thu May 29 19:37:57 2008] [warning]: Use of uninitialized value in join > > or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. > > (/var/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50) > > And again ^^ > > > [Thu May 29 19:37:57 2008] [info]: Autocreated authenticated user > > ldapsearch ( ) > > (/var/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50) > > This one ^^ is the nub of the problem. I have had a number of people > report having this issue, for some reason there just seems to be no user > object created or no principle ID assigned and, because it's only debug > output, it's not clear if anything is being created or not, or if it's > just not reporting right to the debugging code. > > If you can help me get to the cause of this issue I would greatly > appreciate it. The problem I have is that, because it's never happened > to me, I do not have access to a copy of RT with the problem so that I > can debug it myself. > > > Here is my RT_SiteConfig.pm: > > > > Set($AuthMethods, ['LDAP','internal']); > > This setting ^^ is irrelevant. It forms part of Jim Meyer's LDAP > User_Local.pm overlay code which was deprecated by the ExternalAuth > extension. I recommend removing it. Also, since you have this line, make > sure you don't have a $RTHOME/local/lib/RT/User_Local.pm or the same in > the non-local tree, because if you have accidentally combined my code > and Jim Meyer's you could be looking at problems. > > > # These are the full settings for each external service as a HashOfHashes > > # Note that you may have as many external services as you wish. They will > > # be checked in the order specified in the Priority directives above. > > # e.g. > > Set($ExternalAuthPriority,['My_LDAP']); > > Obviously insert ExternalInfoPriority here. > > > > 'attr_match_list' => [ 'Name', > > 'EmailAddress', > > 'RealName', > > 'WorkPhone', > > 'Address2' > > ], > > I think I'll be updating the example config for the next release to > reduce the attr_match_list. I would recommend only using Name and > EmailAddress in your configuration. These should be attributes that > *uniquely* identify a user meaning you can't have more than one with the > same Address or workphone. Name and Email give RT a username and an > e-mail address, each of which should be unique for each and every user. > > > When I uncomment the: > > > > #Set($AutoCreateNonExternalUsers, 1); > > > > line, my attempted user gets AUTO-CREATED in the system, but no > > attributes are pulled over. > > As per the comments, if you uncomment it, RT will create the user > whether they authenticated (and informaticated :/) correctly or not. > > > > > As you can see by the log file above, when a user (in log above, example > > user is called ldapsearch) who is not within RT attempts to log on, > > settings are pulled just fine - it even says it has authenticated > > properly, but then the last line: > > > > [Thu May 29 19:37:57 2008] [info]: Autocreated authenticated user > > ldapsearch ( ) > > (/var/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50) > > > > Shows me that the account is attempting to be created, but the "( )" is > > missing an ID of some? > > Precisely. A few of your own debugging statements may be able to help > you work out why and I would love to know. If I can help I'm always > around, especially in #rt on irc.perl.org. Just say Zordrak three times > and I shall appear. I'm magic like that. > > > This coupled with the error further UP the log: > > > > [Thu May 29 19:37:57 2008] [warning]: Transaction->Create couldn't, as > > you didn't specify an object type and id (/var/rt3/lib/RT/Record.pm:1486) > > Again, I think this is a red herring and completely unrelated as it is > always there. > > > leads me to believe that I might be missing like ONE setting that would > > allow this to all JIVE the way it should. > > Well, you're missing ExternalInfoPriority, but I only think that will > fix your boogie-woogie problems, I think your jive-block is elsewhere. -- Carlos J. Velez-Rivera Manager CK Computing Corporation cvelez at ckcomputingpr.com Voice: (787)464-1182 Fax: 866-910-4798 From christopher.ravnborg at gmail.com Sun Jun 1 23:35:21 2008 From: christopher.ravnborg at gmail.com (Christopher Ravnborg) Date: Mon, 2 Jun 2008 05:35:21 +0200 Subject: [rt-users] custom field linking Message-ID: <97b443f10806012035h7ef82651qdf6246f4fc225918@mail.gmail.com> Hi users, I have managed to get a CustomField linkable in a ticket, this is a SUPER great feature, i just thought it would work 'all over' RT. I have made a Search which displays this CustomField in 'At a glance' but the CustomField is not linkable, that i do not understand, yet at least. Well, i didn't just want give up and tried to make the same type of linking as Subject and ID, that would be fine. This seems less possible as no matter how i try gets a
in the end of the link. It seems that RT puts a
behind CustomFields, at least the way i make the search. I am looking for some kind of solution to get this CustomField linkable in the search. Do you have any ideas ? Need specific info ? Br, Christopher -------------- next part -------------- An HTML attachment was scrubbed... URL: From rlehmann at monzoon.net Mon Jun 2 03:25:47 2008 From: rlehmann at monzoon.net (Ruben Lehmann) Date: Mon, 2 Jun 2008 09:25:47 +0200 Subject: [rt-users] Could not load valid user Message-ID: Hi I granted globally to 'Everyone' the right 'ReplyToTicket' but I still get this message: ----------- RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (example at example.com). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue Example. ----------- Regards Monzoon Networks AG Ruben Lehmann Network Engineer Riedthofstrasse 124, CH-8105 Regensdorf tel: +41 43 500 04 76 mobile: +41 78 656 47 72 ---------------------------------------------------------- Nomadic Workers - hotspot.monzoon.net Wireless Internet - home.monzoon.net Surf the safer way - www.swissvpn.net ---------------------------------------------------------- From kristian.davies at gmail.com Mon Jun 2 04:04:38 2008 From: kristian.davies at gmail.com (Kristian Davies) Date: Mon, 2 Jun 2008 09:04:38 +0100 Subject: [rt-users] Scrips (queue change notify) Message-ID: I'm trying to create a notification email on the receiving queue when a ticket is moved. I have two queues (test1 and test2), and I've added a scrip to both: Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Any help would be appreciated. -Kristian From mike.peachey at jennic.com Mon Jun 2 04:25:17 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 02 Jun 2008 09:25:17 +0100 Subject: [rt-users] LDAP Authentication and User Account Creation 3.6.6. and latest ExternalAuth In-Reply-To: <200806011551.25232.cvelez@ckcomputingpr.com> References: <483F2129.90302@3leafsystems.com> <483FBC02.2010600@jennic.com> <200806011551.25232.cvelez@ckcomputingpr.com> Message-ID: <4843AE6D.1010200@jennic.com> Carlos J. Velez-Rivera wrote: > Mike, > > I'm one of those who has the issue you mention. I'd like to help. Do you want some more output enabled? Would you like me to add some code to my instance so you can output anything that might help you fix it? It's not something that is easily done by remote instruction. What I really need is someone who is vaguely familiar with perl and RT to run through the code with a few new debugging statements, and make adjustments to them where necessary based on the log output to determine where the ID is getting lost. -- 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 darling at ccdc.cam.ac.uk Mon Jun 2 04:42:08 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Mon, 02 Jun 2008 09:42:08 +0100 Subject: [rt-users] Scrips (queue change notify) In-Reply-To: References: Message-ID: <4843B260.4020809@ccdc.cam.ac.uk> Kristian > Description: Queue Notify > Condition: On queue change > Action: Notify requesors, CC and AdminCC > Template: Global template: Transaction > Stage: TransactionCreate. > > I am the requestor and adminCC. > > Still does not send the email. I thought that would be enough. Are you also changing the queue? By default, RT won't tell you what you have done. The wiki's down at the moment, but look for NotifyActor in RT_Config.pm 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 kristian.davies at gmail.com Mon Jun 2 05:00:51 2008 From: kristian.davies at gmail.com (Kristian Davies) Date: Mon, 2 Jun 2008 10:00:51 +0100 Subject: [rt-users] Scrips (queue change notify) In-Reply-To: <4843B260.4020809@ccdc.cam.ac.uk> References: <4843B260.4020809@ccdc.cam.ac.uk> Message-ID: >> Description: Queue Notify >> Condition: On queue change >> Action: Notify requesors, CC and AdminCC >> Template: Global template: Transaction >> Stage: TransactionCreate. >> >> I am the requestor and adminCC. >> >> Still does not send the email. I thought that would be enough. > > Are you also changing the queue? By default, RT won't tell you what you > have done. The wiki's down at the moment, but look for NotifyActor in > RT_Config.pm Cheers I shall have a look. I'm _only_ changing the queue on a pre-existing ticket. -Kristian From terence at deeproot.co.in Mon Jun 2 05:00:32 2008 From: terence at deeproot.co.in (Terence Monteiro) Date: Mon, 02 Jun 2008 14:30:32 +0530 Subject: [rt-users] Everybody group added as requestor In-Reply-To: <483F99A3.5050800@deeproot.co.in> References: <483F99A3.5050800@deeproot.co.in> Message-ID: <4843B6B0.3040005@deeproot.co.in> Terence Monteiro wrote: > Hello, > > I've been writing a Perl Catalyst application that uses the RT library to > create, work on and resolve RT tickets. I'm making a call to > RT::Ticket->create > to create a ticket, passing the Queue, Subject, Requestors, Attachments in a > hash. > > Yesterday, when the form was submitted with a user's email address as the > requestor, the Everybody group got added as the requestor for the ticket > that got created. I checked the transactions and found that no AddRequestor > transaction happened on the ticket, from which I deduce that the Everybody > group got added as requestor during ticket creation. > I confirmed this by checking the RT database. I queried the MemberIds obtained from joining the GroupMembers and Groups tables on the GroupMembers GroupId = Groups id for Instance = and Type = 'Requestor'. I got the PrincipalId of the Everybody group as a result. Does RT library have problems if more than 1 Perl application uses the API? If I wrote a perl script which used the RT API and tried to modify the database, will it yield unexpected results? Is the scope of all data structures used by RT to create tickets local to the subroutine that does the creation? Regards, Terence Monteiro. From support at cyberpro.com.au Mon Jun 2 11:18:14 2008 From: support at cyberpro.com.au (Les Stott) Date: Tue, 3 Jun 2008 01:18:14 +1000 Subject: [rt-users] RT 3.6.5 transactions created in wrong timezone....SOLVED In-Reply-To: <483AD576.3080307@cyberpro.com.au> References: <20080526144700.GQ12194@bestpractical.com> Message-ID: <48440F36.7050705@cyberpro.com.au> >> Like Jesse said, times are stored as GMT in the DB, so if you access the >> DB directly without using the RT API, you have to convert times to your >> timezone manually in your script. >> >> Just letting everyone know i eventually found a way to do this after some hours trying to figure out a way to use perl to do it, i found you could do it with plain old "date". The relevant section of the script.....where$ary[2] is Transaction.Created..... ########################################################### $query = "select Transactions.ObjectId, Transactions.TimeTaken, Transactions.Created, Users.Name, Queues.Name, Tickets.Subject from Transactions, Tickets, Queues, Users where Transactions.TimeTaken!='0' and Transactions.ObjectId=Tickets.Id and Transactions.Creator=Users.Id and Users.Name='$myuser' and Transactions.Created>=$dayfrom and Transactions.Created<=$dayto group by Transactions.Created;"; $sth = $dbh->prepare($query) or die "Can't prepare queue query"; $rc = $sth->execute or die "Can't execute statement: $DBI::errstr"; while (@ary = $sth->fetchrow_array) { $timetotal += $ary[1]; write; } ############################################################ Needed to have the while loop changed to this..... while (@ary = $sth->fetchrow_array) { $timetotal += $ary[1]; $ary[2] = `date -d 'GMT $ary[2]'`; write; } That may not be the most elegant way, but it works. Regards, Les From gleduc at mail.sdsu.edu Mon Jun 2 12:11:34 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 02 Jun 2008 09:11:34 -0700 Subject: [rt-users] Scrips (queue change notify) In-Reply-To: References: Message-ID: <6.2.1.2.2.20080602090807.0272e7e0@mail.sdsu.edu> Hi Kristian, In addition to what Toby mentioned about NotifyActor, you only need to put the scrip in the receiving queue. If a ticket moves from OldQueue to NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not. Regards, Gene At 01:04 AM 6/2/2008, Kristian Davies wrote: >I'm trying to create a notification email on the receiving queue when >a ticket is moved. I have two queues (test1 and test2), and I've >added a scrip to both: > >Description: Queue Notify >Condition: On queue change >Action: Notify requesors, CC and AdminCC >Template: Global template: Transaction >Stage: TransactionCreate. > >I am the requestor and adminCC. > >Still does not send the email. I thought that would be enough. > >Any help would be appreciated. > >-Kristian >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From shicks at mcfina.com Mon Jun 2 12:15:10 2008 From: shicks at mcfina.com (Sam A. Hicks) Date: Mon, 2 Jun 2008 12:15:10 -0400 Subject: [rt-users] Scrips (queue change notify) References: Message-ID: <1A39EF4C87BA464BB384A86042D5E01D@corporate.mcfina.com> Acually, Toby said the same thing (more succinctly), I just realized. But I didn't parse it right on first reading so maybe you didn't either. --------------------------------- The information contained in this email is strictly confidential and subject to the Confidentiality Notice at www.mcfina.com/emailpolicy -----Original Message----- From: Sam A. Hicks [mailto:shicks at mcfina.com] Sent: Monday, June 02, 2008 12:13 PM To: 'Kristian Davies'; 'rt-users at lists.bestpractical.com' Subject: RE: [rt-users] Scrips (queue change notify) I have an identical set-up in mine except it's just the AdminCC getting notified. And it works. One thing I've noticed is that, sometimes, when the RT User making a change is THE SAME USER as the one at the receiving end of some expected notification, RT "knows" that there is no need to notify the user that just made the change. I can't remember if I saw that specifically for the above scrip... I don't know where you'd override this... But maybe just make sure you log in as a totally different user (than the requestor/AdminCC one expecting the email notify) and change the queue then. If you don't have 'root' login to RT, maybe create a dummy user to test? --------------------------------- The information contained in this email is strictly confidential and subject to the Confidentiality Notice at www.mcfina.com/emailpolicy -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kristian Davies Sent: Monday, June 02, 2008 4:05 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Scrips (queue change notify) I'm trying to create a notification email on the receiving queue when a ticket is moved. I have two queues (test1 and test2), and I've added a scrip to both: Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Any help would be appreciated. -Kristian _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From shicks at mcfina.com Mon Jun 2 12:12:33 2008 From: shicks at mcfina.com (Sam A. Hicks) Date: Mon, 2 Jun 2008 12:12:33 -0400 Subject: [rt-users] Scrips (queue change notify) In-Reply-To: References: Message-ID: <96209EF090D64668AC741651993D1548@corporate.mcfina.com> I have an identical set-up in mine except it's just the AdminCC getting notified. And it works. One thing I've noticed is that, sometimes, when the RT User making a change is THE SAME USER as the one at the receiving end of some expected notification, RT "knows" that there is no need to notify the user that just made the change. I can't remember if I saw that specifically for the above scrip... I don't know where you'd override this... But maybe just make sure you log in as a totally different user (than the requestor/AdminCC one expecting the email notify) and change the queue then. If you don't have 'root' login to RT, maybe create a dummy user to test? --------------------------------- The information contained in this email is strictly confidential and subject to the Confidentiality Notice at www.mcfina.com/emailpolicy -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kristian Davies Sent: Monday, June 02, 2008 4:05 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Scrips (queue change notify) I'm trying to create a notification email on the receiving queue when a ticket is moved. I have two queues (test1 and test2), and I've added a scrip to both: Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Any help would be appreciated. -Kristian _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From cberry at ironicdesign.com Mon Jun 2 13:40:35 2008 From: cberry at ironicdesign.com (Cory Berry) Date: Mon, 02 Jun 2008 12:40:35 -0500 Subject: [rt-users] Temporary "Silent" Resolve Message-ID: <1212428435.6656.23.camel@cberry-Ironic-laptop> I have a requester that has sent us tickets via his RT. Our RT and his RT entered a battle where we resolved the ticket, an email is sent, they resolved their ticket, which sent an email that reopened our ticket, we resolve, email is sent, they resolve their re-opened ticket, email is sent and reopens our ticket. I was curious if there was a way to resolve this ticket without sending a resolve email. I was hoping for a solution that didn't involve me removing that scrip and then re-entering the scrip when I'm done resolving. I'm using rt 3.6.6. Sorry, I'd provide more configuration info, but I received an error when I tried the system configuration status page in RT. Joy, nothing like finding something to fix while you are trying to fix something else. Cory From ktm at rice.edu Mon Jun 2 15:24:14 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 2 Jun 2008 14:24:14 -0500 Subject: [rt-users] Temporary "Silent" Resolve In-Reply-To: <1212428435.6656.23.camel@cberry-Ironic-laptop> References: <1212428435.6656.23.camel@cberry-Ironic-laptop> Message-ID: <20080602192414.GU5624@it.is.rice.edu> Cory, We use a custom field to designate whether or not a resolve notice should be sent. If it is set to "No", the scrip does not send the E-mail. It works well and is easy to setup. Ken On Mon, Jun 02, 2008 at 12:40:35PM -0500, Cory Berry wrote: > I have a requester that has sent us tickets via his RT. Our RT and his > RT entered a battle where we resolved the ticket, an email is sent, they > resolved their ticket, which sent an email that reopened our ticket, we > resolve, email is sent, they resolve their re-opened ticket, email is > sent and reopens our ticket. > > I was curious if there was a way to resolve this ticket without sending > a resolve email. I was hoping for a solution that didn't involve me > removing that scrip and then re-entering the scrip when I'm done > resolving. > > I'm using rt 3.6.6. Sorry, I'd provide more configuration info, but I > received an error when I tried the system configuration status page in > RT. Joy, nothing like finding something to fix while you are trying to > fix something else. > > Cory > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kristian.davies at gmail.com Mon Jun 2 14:11:33 2008 From: kristian.davies at gmail.com (Kristian Davies) Date: Mon, 2 Jun 2008 19:11:33 +0100 Subject: [rt-users] Scrips (queue change notify) In-Reply-To: <6.2.1.2.2.20080602090807.0272e7e0@mail.sdsu.edu> References: <6.2.1.2.2.20080602090807.0272e7e0@mail.sdsu.edu> Message-ID: On Mon, Jun 2, 2008 at 5:11 PM, Gene LeDuc wrote: > Hi Kristian, > > In addition to what Toby mentioned about NotifyActor, you only need to put > the scrip in the receiving queue. If a ticket moves from OldQueue to > NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not. Spotted. All sorted now. Thanks very much all! -Kristian From sebastia at l00-bugdead-prods.de Mon Jun 2 12:47:18 2008 From: sebastia at l00-bugdead-prods.de (Sebastian Reitenbach) Date: Mon, 02 Jun 2008 18:47:18 +0200 Subject: [rt-users] where to get the CurrentUser_Local.pm overlay? Message-ID: <20080602164719.2492747957@smtp.l00-bugdead-prods.de> Hi, I wanted to test creation of new users based on external LDAP information, as described here: http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo however, the link to the download of the CurrentUser_Local.pm seems to be broken. Does anybody can send it here to the list, or send it to me privately please. thanks a lot Sebastian From KFCrocker at lbl.gov Mon Jun 2 18:26:16 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 02 Jun 2008 15:26:16 -0700 Subject: [rt-users] Temporary "Silent" Resolve In-Reply-To: <20080602192414.GU5624@it.is.rice.edu> References: <1212428435.6656.23.camel@cberry-Ironic-laptop> <20080602192414.GU5624@it.is.rice.edu> Message-ID: <48447388.4040507@lbl.gov> Kenneth, You might want to try to modify your "Resolved" scrip by making the condition "user-defined" and adding code to check the "To:" address or "Requestor" or whatever data you can consistently use and if it matches your condition, return 0. Hope this helps. Kenn LBNL On 6/2/2008 12:24 PM, Kenneth Marshall wrote: > Cory, > > We use a custom field to designate whether or not a resolve > notice should be sent. If it is set to "No", the scrip does > not send the E-mail. It works well and is easy to setup. > > Ken > > On Mon, Jun 02, 2008 at 12:40:35PM -0500, Cory Berry wrote: >> I have a requester that has sent us tickets via his RT. Our RT and his >> RT entered a battle where we resolved the ticket, an email is sent, they >> resolved their ticket, which sent an email that reopened our ticket, we >> resolve, email is sent, they resolve their re-opened ticket, email is >> sent and reopens our ticket. >> >> I was curious if there was a way to resolve this ticket without sending >> a resolve email. I was hoping for a solution that didn't involve me >> removing that scrip and then re-entering the scrip when I'm done >> resolving. >> >> I'm using rt 3.6.6. Sorry, I'd provide more configuration info, but I >> received an error when I tried the system configuration status page in >> RT. Joy, nothing like finding something to fix while you are trying to >> fix something else. >> >> Cory >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 Jun 2 18:34:19 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 02 Jun 2008 15:34:19 -0700 Subject: [rt-users] Scrips (queue change notify) In-Reply-To: References: <6.2.1.2.2.20080602090807.0272e7e0@mail.sdsu.edu> Message-ID: <4844756B.3000103@lbl.gov> Kristian, If you want the RT user initiating a transaction to be notified, you have to change the "Set($NotifyActor, 0);" configuration to "1" in your RT_SiteConfig.pm file. This will turn on the ability to notify the current user when initiating a transaction. I believe this was in an earlier email on Saturday from Sharlon Carty. Kenn LBNL On 6/2/2008 11:11 AM, Kristian Davies wrote: > On Mon, Jun 2, 2008 at 5:11 PM, Gene LeDuc wrote: >> Hi Kristian, >> >> In addition to what Toby mentioned about NotifyActor, you only need to put >> the scrip in the receiving queue. If a ticket moves from OldQueue to >> NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not. > > Spotted. All sorted now. > > Thanks very much all! > > -Kristian > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mike.peachey at jennic.com Tue Jun 3 04:42:22 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 03 Jun 2008 09:42:22 +0100 Subject: [rt-users] where to get the CurrentUser_Local.pm overlay? In-Reply-To: <20080602164719.2492747957@smtp.l00-bugdead-prods.de> References: <20080602164719.2492747957@smtp.l00-bugdead-prods.de> Message-ID: <484503EE.7060406@jennic.com> Sebastian Reitenbach wrote: > Hi, > > I wanted to test creation of new users based on external LDAP information, > as described here: > http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo > however, the link to the download of the CurrentUser_Local.pm seems to be > broken. > Does anybody can send it here to the list, or send it to me privately > please. The information you are looking at is out of date. http://wiki.bestpractical.com/view/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 atossava at cc.helsinki.fi Tue Jun 3 05:15:47 2008 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Tue, 3 Jun 2008 12:15:47 +0300 (EEST) Subject: [rt-users] Contents partially missing from some tickets after upgrade Message-ID: <200806030915.m539Fli8008673@ruuvi.it.helsinki.fi> I recently upgraded from 3.4.5 to 3.6.6. I now have a situation where some of my tickets aren't showing the entire contents in the web interface. This has happened to some of the old tickets, and some new ones as well. The symptoms are that all correspondence isn't showing up. When any new material is added to such a ticket, the Updated: field gets updated to show the time and date and the updater, and the update is mailed out to AdminCCs as I've requested, but it can't be viewed in the web interface at all. All help welcome. -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From sebastia at l00-bugdead-prods.de Tue Jun 3 06:41:39 2008 From: sebastia at l00-bugdead-prods.de (Sebastian Reitenbach) Date: Tue, 03 Jun 2008 12:41:39 +0200 Subject: [rt-users] where to get the CurrentUser_Local.pm overlay? Message-ID: <20080603104139.C6C59479CC@smtp.l00-bugdead-prods.de> mike.peachey at jennic.com wrote: > Sebastian Reitenbach wrote: > > Hi, > > > > I wanted to test creation of new users based on external LDAP information, > > as described here: > > http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo > > however, the link to the download of the CurrentUser_Local.pm seems to be > > broken. > > Does anybody can send it here to the list, or send it to me privately > > please. > > The information you are looking at is out of date. > > http://wiki.bestpractical.com/view/LDAP thanks, for that hint. I found the overlay file I was looking for in the cache of MSN, and I just got it working with it. Despite its hard to get the file, why is is out of date? any good reasons to not use the older mechanism? thanks Sebastian From mike.peachey at jennic.com Tue Jun 3 06:47:58 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 03 Jun 2008 11:47:58 +0100 Subject: [rt-users] where to get the CurrentUser_Local.pm overlay? In-Reply-To: <20080603104139.C6C59479CC@smtp.l00-bugdead-prods.de> References: <20080603104139.C6C59479CC@smtp.l00-bugdead-prods.de> Message-ID: <4845215E.2000808@jennic.com> Sebastian Reitenbach wrote: > mike.peachey at jennic.com wrote: >> Sebastian Reitenbach wrote: >>> Hi, >>> >>> I wanted to test creation of new users based on external LDAP > information, >>> as described here: >>> http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo >>> however, the link to the download of the CurrentUser_Local.pm seems to > be >>> broken. >>> Does anybody can send it here to the list, or send it to me privately >>> please. >> The information you are looking at is out of date. >> >> http://wiki.bestpractical.com/view/LDAP > thanks, for that hint. I found the overlay file I was looking for in the > cache of MSN, and I just got it working with it. > Despite its hard to get the file, why is is out of date? any good reasons to > not use the older mechanism? > > thanks > Sebastian > What I meant was, there are currently three standard methods for implementing LDAP auth on RT: 1. Apache 2. RT::Authen::ExternalAuth 3. User_Local overlay (Jim Meyer). The method you want (the overlay method) is detailed at http://wiki.bestpractical.com/OldLDAP and it links to the overlay page which is here: http://wiki.bestpractical.com/view/LdapUserLocalOverlay However, the page you were looking at (AutoCreateFromExternalUserInfo) is even older than that and is what Jim based his work on. So, while you can use whatever you want, for a simple overlay I'd recommend Jim's, and for a complete up to date solution I'd recommend RT::Authen::ExternalAuth -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From darling at ccdc.cam.ac.uk Tue Jun 3 06:56:58 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Tue, 03 Jun 2008 11:56:58 +0100 Subject: [rt-users] Contents partially missing from some tickets after upgrade In-Reply-To: <200806030915.m539Fli8008673@ruuvi.it.helsinki.fi> References: <200806030915.m539Fli8008673@ruuvi.it.helsinki.fi> Message-ID: <4845237A.4050209@ccdc.cam.ac.uk> Atro > I recently upgraded from 3.4.5 to 3.6.6. > > I now have a situation where some of my tickets aren't showing the > entire contents in the web interface. This has happened to some of > the old tickets, and some new ones as well. The symptoms are that > all correspondence isn't showing up. When any new material is added > to such a ticket, the Updated: field gets updated to show the time > and date and the updater, and the update is mailed out to AdminCCs > as I've requested, but it can't be viewed in the web interface at > all. This sounds familiar, did you run rt-setup-database-3.6 ? I don't know what OS you're on, but on debian for y in schema acl insert; do /usr/sbin/rt-setup-database-3.6 --action $y --datadir /etc/request-tracker3.6/upgrade/3.5.1 --dba root; done | tee rt-setup-database-3.6.LOG worked for me. There's probably and UPGRADE or README doc with this in. 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 sebastia at l00-bugdead-prods.de Tue Jun 3 08:22:31 2008 From: sebastia at l00-bugdead-prods.de (Sebastian Reitenbach) Date: Tue, 03 Jun 2008 14:22:31 +0200 Subject: [rt-users] where to get the CurrentUser_Local.pm overlay? Message-ID: <20080603122231.72853488A0@smtp.l00-bugdead-prods.de> mike.peachey at jennic.com wrote: > > > > What I meant was, there are currently three standard methods for > implementing LDAP auth on RT: > > 1. Apache > 2. RT::Authen::ExternalAuth > 3. User_Local overlay (Jim Meyer). > > The method you want (the overlay method) is detailed at > http://wiki.bestpractical.com/OldLDAP and it links to the overlay page > which is here: http://wiki.bestpractical.com/view/LdapUserLocalOverlay > > However, the page you were looking at (AutoCreateFromExternalUserInfo) > is even older than that and is what Jim based his work on. So, while you > can use whatever you want, for a simple overlay I'd recommend Jim's, and > for a complete up to date solution I'd recommend RT::Authen::ExternalAuth > Then I'm fine with how I have it running now. Thanks a lot for the clarification, it is much appreciated. Sebastian > -- > Kind Regards, > > __________________________________________________ > > Mike Peachey, IT > Tel: +44 114 281 2655 > Fax: +44 114 281 2951 > Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK > Comp Reg No: 3191371 - Registered In England > http://www.jennic.com > __________________________________________________ > From atossava at cc.helsinki.fi Tue Jun 3 09:03:30 2008 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Tue, 3 Jun 2008 16:03:30 +0300 (EEST) Subject: [rt-users] Contents partially missing from some tickets after upgrade In-Reply-To: <4845237A.4050209@ccdc.cam.ac.uk> Message-ID: <200806031303.m53D3U1w019247@ruuvi.it.helsinki.fi> Toby, > This sounds familiar, did you run rt-setup-database-3.6 ? Yeah, I tried to. It's not like I'm not reading the manuals when I do stuff like this. :-) The etc/upgrade/3.5.1 directory is empty in the rt-3.6.6 distribution. I re-downloaded to verify. There's nothing but "content" in there; the 3.1.0, 3.3.0 and 3.3.11 directories have schema and acl modification files as well. For whatever it's worth, this is on CentOS 4.x x86_64, and I've installed RT manually rather than from prebuilt rpms. -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 3 09:15:27 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 03 Jun 2008 09:15:27 -0400 Subject: [rt-users] Contents partially missing from some tickets after upgrade In-Reply-To: <200806030915.m539Fli8008673@ruuvi.it.helsinki.fi> References: <200806030915.m539Fli8008673@ruuvi.it.helsinki.fi> Message-ID: <484543EF.70006@ucrwcu.rwc.uc.edu> Check for segfaults in your logs. If they are there, it sounds like you're getting hit with the Text::Quoted bug. http://www.gossamer-threads.com/lists/rt/users/69899 Atro Tossavainen wrote: > I recently upgraded from 3.4.5 to 3.6.6. > > I now have a situation where some of my tickets aren't showing the > entire contents in the web interface. This has happened to some of > the old tickets, and some new ones as well. The symptoms are that > all correspondence isn't showing up. When any new material is added > to such a ticket, the Updated: field gets updated to show the time > and date and the updater, and the update is mailed out to AdminCCs > as I've requested, but it can't be viewed in the web interface at > all. > > All help welcome. > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From cvelez at ckcomputingpr.com Tue Jun 3 13:18:34 2008 From: cvelez at ckcomputingpr.com (Carlos J. Velez-Rivera) Date: Tue, 3 Jun 2008 13:18:34 -0400 Subject: [rt-users] LDAP Authentication and User Account Creation 3.6.6. and latest ExternalAuth In-Reply-To: <4843AE6D.1010200@jennic.com> References: <483F2129.90302@3leafsystems.com> <200806011551.25232.cvelez@ckcomputingpr.com> <4843AE6D.1010200@jennic.com> Message-ID: <200806031318.34204.cvelez@ckcomputingpr.com> On Monday 02 June 2008 04:25:17 Mike Peachey wrote: > Carlos J. Velez-Rivera wrote: > > Mike, > > > > I'm one of those who has the issue you mention. I'd like to help. Do you want some more output enabled? Would you like me to add some code to my instance so you can output anything that might help you fix it? > > It's not something that is easily done by remote instruction. What I > really need is someone who is vaguely familiar with perl and RT to run > through the code with a few new debugging statements, and make > adjustments to them where necessary based on the log output to determine > where the ID is getting lost. Honestly, I'm not familiar with the RT code, but have done extensive perl programing in the past. I'd like to give it a try, if you are up for it! Let me know if you have any recommended reading before I jump in. -- Carlos J. Velez-Rivera Manager CK Computing Corporation cvelez at ckcomputingpr.com Voice: (787)464-1182 Fax: 866-910-4798 From KFCrocker at lbl.gov Tue Jun 3 15:52:17 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 03 Jun 2008 12:52:17 -0700 Subject: [rt-users] Offline format Message-ID: <4845A0F1.90503@lbl.gov> Hey Rt users, I have an organization in my company that wants to create ticket via email (no biggie, so far) with a format that pre-fills certain fields, mostly Custom Fields. I thought that by going to Tools->Offline I could copy that format and have them paste it into the body of their email (with the appropriate fields filled out) and have them email RT with that format and it would work. NNAAHH! So, has anyone out their done such a thing? Is it even possible? Thanks, in advance, for your help. Kenn LBNL From sturner at MIT.EDU Tue Jun 3 15:59:50 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 03 Jun 2008 15:59:50 -0400 Subject: [rt-users] Offline format In-Reply-To: <4845A0F1.90503@lbl.gov> References: <4845A0F1.90503@lbl.gov> Message-ID: <6.2.3.4.2.20080603155905.01ec5900@po14.mit.edu> At 03:52 PM 6/3/2008, Kenneth Crocker wrote: >Hey Rt users, > > > I have an organization in my company that wants to create ticket via >email (no biggie, so far) with a format that pre-fills certain fields, >mostly Custom Fields. I thought that by going to Tools->Offline I could >copy that format and have them paste it into the body of their email >(with the appropriate fields filled out) and have them email RT with >that format and it would work. NNAAHH! So, has anyone out their done >such a thing? Is it even possible? Thanks, in advance, for your help. > > >Kenn >LBNL Kenn, Check out Dirk Pape's ExtractCustomFieldValues contribution: http://wiki.bestpractical.com/view/ExtractCustomFieldValues . This works very well for us. Steve From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 3 16:09:25 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 03 Jun 2008 16:09:25 -0400 Subject: [rt-users] Offline format In-Reply-To: <4845A0F1.90503@lbl.gov> References: <4845A0F1.90503@lbl.gov> Message-ID: <4845A4F5.5030404@ucrwcu.rwc.uc.edu> http://wiki.bestpractical.com/view/ExtractCustomFieldValues Kenneth Crocker wrote: > Hey Rt users, > > > I have an organization in my company that wants to create ticket via > email (no biggie, so far) with a format that pre-fills certain fields, > mostly Custom Fields. I thought that by going to Tools->Offline I could > copy that format and have them paste it into the body of their email > (with the appropriate fields filled out) and have them email RT with > that format and it would work. NNAAHH! So, has anyone out their done > such a thing? Is it even possible? Thanks, in advance, for your help. > > > 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 > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From shicks at mcfina.com Tue Jun 3 17:37:16 2008 From: shicks at mcfina.com (Sam A. Hicks) Date: Tue, 3 Jun 2008 17:37:16 -0400 Subject: [rt-users] methods on custom fields besides 'FirstCustomFieldValue()' ?? Message-ID: Hi y'all. I've seen a lot of examples now where people have accessed the value of a custom field via a statement like: $the_thing_I_want = $self->TicketObj->FirstCustomFieldValue( 'FIELD_NAME' ) However, when my custom field is of type 'Select multiple values', I can assign multiple values through the web interface, but the above syntax doesn't access them for manipulation and other fun. I have managed to see inside the result of $self->TicketObj->CustomFieldValues( 'FIELD_NAME' ); I'm still deciphering it but it is clearly not the "plural" version of the thing above. Maybe there is a chain of objects that will get me there via the ObjectCustomFieldValues table and some method it knows?? As always, any pointers to comprehensive docs on all the methods related to custom-field objects would be great! Thanks, Sam --------------------------------- The information contained in this email is strictly confidential and subject to the Confidentiality Notice at www.mcfina.com/emailpolicy -------------- next part -------------- An HTML attachment was scrubbed... URL: From neaffleck at ucdavis.edu Tue Jun 3 18:00:10 2008 From: neaffleck at ucdavis.edu (Nathan Affleck) Date: Tue, 3 Jun 2008 15:00:10 -0700 Subject: [rt-users] NotifyActor off for one scrip Message-ID: Hi, I'm trying to come up w/ a solution for this workflow.... -Users monitor RT instance via web interface for new tickets. -When they see a ticket they should own, they grab it. -An email is generated to the "New Owner" which is also the Actor about their new ticket (like a receipt for the owner). So essentially "On Owner Change Notify Owner with template my_special_template " However.... I do not want to turn on NotifyActor, because I only want the Actor to get this email in this one particular instance. Is there an easy way to do this w/ a custom action, or will I need to modify Notify.PM ? I also read in some archives that you could set an "Autoreply to Owner" (since autoreply already ignores owner) buy putting the values directly into the scripactions table, aka: INSERT Into ScripActions(Name, Description, ExecModule, Argument, Creator, Created, LastUpdatedBy, LastUpdated) VALUES ('AutoReply To Owner', 'Always sends a message to the owner independent of message sender', 'Autoreply', 'Owner', 1, NOW(), 1, NOW()); Alas... that did not work. Thanks for any advice, Nate -------------- next part -------------- An HTML attachment was scrubbed... URL: From neaffleck at ucdavis.edu Tue Jun 3 19:59:34 2008 From: neaffleck at ucdavis.edu (Nathan Affleck) Date: Tue, 3 Jun 2008 16:59:34 -0700 Subject: [rt-users] NotifyActor off for one scrip In-Reply-To: Message-ID: oops... I think it would be more accurate to label the subject "NotifyActor *ON* for one scrip" Nate -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Jun 4 10:41:14 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 4 Jun 2008 10:41:14 -0400 Subject: [rt-users] methods on custom fields besides 'FirstCustomFieldValue()' ?? In-Reply-To: References: Message-ID: <519782dc0806040741y1b487dbeh2ec4cf920ff967a4@mail.gmail.com> RT's source code is very easy to read. See CustomField_Overlay.pm. On Tue, Jun 3, 2008 at 5:37 PM, Sam A. Hicks wrote: > Hi y'all. > > > > I've seen a lot of examples now where people have accessed the value of a > custom field via a statement like: > > > > $the_thing_I_want = $self->TicketObj->FirstCustomFieldValue( 'FIELD_NAME' ) > > > > However, when my custom field is of type 'Select multiple values', I can > assign multiple values through the web interface, but the above syntax > doesn't access them for manipulation and other fun. > > > > I have managed to see inside the result of > $self->TicketObj->CustomFieldValues( 'FIELD_NAME' ); I'm still deciphering > it but it is clearly not the "plural" version of the thing above. Maybe > there is a chain of objects that will get me there via the > ObjectCustomFieldValues table and some method it knows?? > > > > As always, any pointers to comprehensive docs on all the methods related to > custom-field objects would be great! > > > > Thanks, > > Sam > > > > --------------------------------- > > > > The information contained in this email is strictly confidential and > subject to the Confidentiality Notice at www.mcfina.com/emailpolicy > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 neaffleck at ucdavis.edu Wed Jun 4 11:52:20 2008 From: neaffleck at ucdavis.edu (Nathan Affleck) Date: Wed, 4 Jun 2008 08:52:20 -0700 Subject: [rt-users] Temporary "Silent" Resolve In-Reply-To: <519782dc0806040741y1b487dbeh2ec4cf920ff967a4@mail.gmail.com> Message-ID: We set it so the user only gets one resolved message via a custom scrip.... Description: OnResolveOnce Condition: User Defined Action: Notify Requestors Template: Whatever... Custom condition: ------- my $result = undef; if ($self->TransactionObj->Type eq "Status" && $self->TransactionObj->NewValue eq "resolved") { my $trans_list = $self->TicketObj->Transactions; my $trans; my $num_resolved = 0; while ($trans = $trans_list->Next) { $num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) && ($trans->Type eq "Status") && ($trans->NewValue eq "resolved"); } $result = ($num_resolved <= 1); } return($result); ------- Nate From mathew.snyder at gmail.com Wed Jun 4 11:59:03 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 04 Jun 2008 11:59:03 -0400 Subject: [rt-users] Problem with mailgate, REST, and some other stuff... Message-ID: <4846BBC7.9040801@gmail.com> I'm migrating RT from an openSUSE 10.1 virtual machine to a 10.3 virtual machine. My process has been to simply build RT to an identical state on the new VM and then merely copy a database dump from the old to the new instance. This doesn't want to work though. Last night I encountered the following in the mail log: Jun 4 11:39:52 rt postfix/local[25890]: 1DEAEB806A: to=, relay=local, delay=42308, delays=42307/0.01/0/0.41, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred ================= 403 Forbidden ) I did a search online and found that someone else had a similar problem which related to REST. Looking in the httpd log I find this: 127.0.0.1 - - [03/Jun/2008:23:14:46 -0400] "GET / HTTP/1.0" 403 1000 "-" "Apache/2.2.4 (Linux/SUSE) (internal dummy connection)" and 127.0.0.2 - - [03/Jun/2008:23:36:39 -0400] "POST //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 403 1058 "-" "libwww-perl/5.806". Searching online I found the following rt-users mailing list post from a year and a half ago: http://lists.bestpractical.com/pipermail/rt-users/2006-October/042251.html The user mentions finding something in the wiki but doesn't specify what. However, my own searches came up empty for anything which looked related. Can someone help me troubleshoot this? Thanks, Mathew -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. From itinfoguy at gmail.com Wed Jun 4 12:46:28 2008 From: itinfoguy at gmail.com (IT GUY) Date: Wed, 4 Jun 2008 22:31:28 +0545 Subject: [rt-users] Could not load valid user In-Reply-To: References: Message-ID: On Mon, Jun 2, 2008 at 1:10 PM, Ruben Lehmann wrote: > Hi > > I granted globally to 'Everyone' the right 'ReplyToTicket' but I still > get this message: > > ----------- > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email (example at example.com). > > You might need to grant 'Everyone' the right 'ReplyToTicket' for the > queue Example. > ----------- > > Regards > > > Monzoon Networks AG > Ruben Lehmann > Network Engineer > > Riedthofstrasse 124, CH-8105 Regensdorf > tel: +41 43 500 04 76 mobile: +41 78 656 47 72 > Try adding 'Everyone' the right 'Create Ticket' as well. Yogesh > ---------------------------------------------------------- > Nomadic Workers - hotspot.monzoon.net > Wireless Internet - home.monzoon.net > Surf the safer way - www.swissvpn.net > ---------------------------------------------------------- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Jun 4 16:42:21 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Jun 2008 13:42:21 -0700 Subject: [rt-users] Offline format In-Reply-To: <6.2.3.4.2.20080603155905.01ec5900@po14.mit.edu> References: <4845A0F1.90503@lbl.gov> <6.2.3.4.2.20080603155905.01ec5900@po14.mit.edu> Message-ID: <4846FE2D.1030308@lbl.gov> Stephen, Thanks. I'll look into it. Kenn LBNL On 6/3/2008 12:59 PM, Stephen Turner wrote: > > At 03:52 PM 6/3/2008, Kenneth Crocker wrote: >> Hey Rt users, >> >> >> I have an organization in my company that wants to create >> ticket via >> email (no biggie, so far) with a format that pre-fills certain fields, >> mostly Custom Fields. I thought that by going to Tools->Offline I could >> copy that format and have them paste it into the body of their email >> (with the appropriate fields filled out) and have them email RT with >> that format and it would work. NNAAHH! So, has anyone out their done >> such a thing? Is it even possible? Thanks, in advance, for your help. >> >> >> Kenn >> LBNL > > Kenn, > > Check out Dirk Pape's ExtractCustomFieldValues contribution: > http://wiki.bestpractical.com/view/ExtractCustomFieldValues . This works > very well for us. > > Steve > > From KFCrocker at lbl.gov Wed Jun 4 16:44:41 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Jun 2008 13:44:41 -0700 Subject: [rt-users] Duplicate the Update button Message-ID: <4846FEB9.2020408@lbl.gov> To all RT Users, I've gotten a lot fo complaints from my users about having to scroll down to the bottom of the page to "Update" or "Save" changes. Has anyone had this complaint before and has anyone come up with a way to have a second viable "Update/Save" buttom at the top of the page? Thanks in advance. Kenn LBNL From KFCrocker at lbl.gov Wed Jun 4 19:10:14 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Jun 2008 16:10:14 -0700 Subject: [rt-users] Could not load valid user In-Reply-To: References: Message-ID: <484720D6.8090303@lbl.gov> IT Guy, Maybe someone already mentioned this, but it sounds like you have conflicting configurations between looking for someone in the user DB and adding someone who isn't there. Hope this helps. Kenn LBNL On 6/4/2008 9:46 AM, IT GUY wrote: > > On Mon, Jun 2, 2008 at 1:10 PM, Ruben Lehmann > wrote: > > Hi > > I granted globally to 'Everyone' the right 'ReplyToTicket' but I still > get this message: > > ----------- > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email (example at example.com > ). > > You might need to grant 'Everyone' the right 'ReplyToTicket' for the > queue Example. > ----------- > > Regards > > > Monzoon Networks AG > Ruben Lehmann > Network Engineer > > Riedthofstrasse 124, CH-8105 Regensdorf > tel: +41 43 500 04 76 mobile: +41 78 656 47 72 > > > > Try adding 'Everyone' the right 'Create Ticket' as well. > > Yogesh > > > ---------------------------------------------------------- > Nomadic Workers - hotspot.monzoon.net > Wireless Internet - home.monzoon.net > Surf the safer way - www.swissvpn.net > ---------------------------------------------------------- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From kmckinnis at tivo.com Wed Jun 4 19:56:39 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Wed, 4 Jun 2008 16:56:39 -0700 Subject: [rt-users] uploading pdfs to RTFM Message-ID: Is there a way to upload files to RTFM (pdf manuals and such), in a similar manner to attaching files to a ticket? In fact, if I could easily link pdfs from RTFM into tickets, that would be the best thing. I'd like to expand our ticketing site to be a full support site, which would include a doc repository. I'm hoping RTFM can do that so that I don't have to script something to auth against RT's user database so users can download things. Has anyone done something like this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Wed Jun 4 20:19:20 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Wed, 4 Jun 2008 17:19:20 -0700 Subject: [rt-users] Including RTFM uploaded file in ticket causes a System Error In-Reply-To: References: Message-ID: Whoops. I guess I just had to create the proper custom field. My bad, I'm new to RTFM. However, I'm now having trouble including uploaded files into tickets. When I search on an article, put it into the "Include RTFM article" box, click Go, it updates the text of the ticket. But when I click Submit, I receive the following error. Any hints would be appreciated. error: RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record. (/usr/lib/rt/RT/Record.pm line 1462) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 /usr/lib/rt/RT/Record.pm:1462 /usr/lib/rt/RT/Ticket_Overlay.pm:2641 /usr/lib/rt/RT/Ticket_Overlay.pm:2557 /usr/lib/rt/RT/Interface/Web.pm:1496 /usr/lib/rt/RT/Interface/Web.pm:1446 /var/rt/html/Ticket/Display.html:145 /var/rt/html/Ticket/Update.html:214 /var/rt/html/autohandler:215 raw error RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record. (/usr/lib/rt/RT/Record.pm line 1462) Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('RT::FM::Article::_UpdateTime Taken Unimplemented in RT::Record. (/usr/lib/rt/RT/Record.pm line 1462) ^J') called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496 DBIx::SearchBuilder::Record::AUTOLOAD('RT::FM::Article=HASH(0xae7f040)', 0) called at /usr/lib/rt/RT/Record.pm line 1462 RT::Record::_NewTransaction('RT::FM::Article=HASH(0xae7f040)', 'Type', 'AddLink', 'Field', 'ReferredToBy', 'NewValue', 'fsck.com-rt://squee.tivo.com/ticket/7', 'ActivateScrips', '', 'TimeTaken', 0) called at /usr/lib/rt/RT/Ticket_Overlay.pm line 2641 RT::Ticket::_AddLink('RT::Ticket=HASH(0xac738b8)', 'Silent', undef, 'Type', 'RefersTo', 'Target', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Base', '') called at /usr/lib/rt/RT/Ticket_Overlay.pm line 2557 RT::Ticket::AddLink('RT::Ticket=HASH(0xac738b8)', 'Target', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Type', 'RefersTo') called at /usr/lib/rt/RT/Interface/Web.pm line 1496 HTML::Mason::Commands::ProcessRecordLinks('RecordObj', 'RT::Ticket=HASH(0xac738b8)', 'ARGSRef', 'HASH(0xac8888c)') called at /usr/lib/rt/RT/Interface/Web.pm line 1446 HTML::Mason::Commands::ProcessTicketLinks('TicketObj', 'RT::Ticket=HASH(0xac738b8)', 'ARGSRef', 'HASH(0xac8888c)') called at /var/rt/html/Ticket/Display.html line 145 HTML::Mason::Commands::__ANON__('TicketObj', 'RT::Ticket=HASH(0xac738b8)', 'UpdateCc', '', 'RTFM-Include-Article-Named', '', 'SubmitTicket', 'Update Ticket', 'Status', 'open', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Action', 'Respond', 'Attach', '', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xab c6204)', 'TicketObj', 'RT::Ticket=HASH(0xac738b8)', 'UpdateCc', '', 'RTFM-Include-Article-Named', '', 'SubmitTicket', 'Update Ticket', 'Status', 'open', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Action', 'Respond', 'Attach', '', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, 'TicketObj', 'RT::Ticket=HASH(0xac738b8)', 'UpdateCc', '', 'RTFM-Include-Article-Named', '', 'SubmitTicket', 'Update Ticket', 'Status', 'open', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Action', 'Respond', 'Attach', '', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /var/rt/html/Ticket/Update.html line 214 HTML::Mason::Commands::__ANON__('UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '', 'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xac 2a794)', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '', 'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '', 'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS H(0xac7d138)', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '', 'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /var/rt/html/autohandler line 215 HTML::Mason::Commands::__ANON__('UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa6 0de18)', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, undef, 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^ J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa c7d138)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0xac7d138)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0x953b914)', 'Apache2::RequestRec=SCALAR(0xad6575c)') called at /usr/bin/webmux.pl line 123 eval {...} at /usr/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xad6575c)') called at -e line 0 eval {...} at -e line 0 ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Wednesday, June 04, 2008 4:57 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] uploading pdfs to RTFM Is there a way to upload files to RTFM (pdf manuals and such), in a similar manner to attaching files to a ticket? In fact, if I could easily link pdfs from RTFM into tickets, that would be the best thing. I'd like to expand our ticketing site to be a full support site, which would include a doc repository. I'm hoping RTFM can do that so that I don't have to script something to auth against RT's user database so users can download things. Has anyone done something like this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ian at pimpano.co.za Wed Jun 4 17:01:04 2008 From: ian at pimpano.co.za (Ian Rowland) Date: Wed, 4 Jun 2008 23:01:04 +0200 Subject: [rt-users] Duplicate the Update button In-Reply-To: <4846FEB9.2020408@lbl.gov> References: <4846FEB9.2020408@lbl.gov> Message-ID: <64E66C5CD1209245B3CDC93B6B6E17926BAE423A@www.pimpano.co.za> I have the same problem! Have not found a solution yet though. My users also commented that they would like to return to RT at a glance after resolve and not to view the ticket. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 04 June 2008 22:45 To: rt Users Subject: [rt-users] Duplicate the Update button To all RT Users, I've gotten a lot fo complaints from my users about having to scroll down to the bottom of the page to "Update" or "Save" changes. Has anyone had this complaint before and has anyone come up with a way to have a second viable "Update/Save" buttom at the top of the page? Thanks in advance. 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 tariq.doukkali at autoform.de Thu Jun 5 06:19:23 2008 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Thu, 5 Jun 2008 12:19:23 +0200 Subject: [rt-users] RT Migration Message-ID: <192B76E92530564BAAB9DD78BAE565B72E79603678@chexchange.autoform.com> hello all, I had a RT-Server (3.2.1) on a linux Server (suse 9.3). Now I will migrate RT to new Server with Suse 10.2. the database migration worked well. On the old Server the installtion path was /opt/rt3. I have just copied this folder to my new server on suse 10.2. After that I can start the server and do some things with, but not all things worked properly. Sometime I bekome errors like this: error: Can't call method "Scrips" on an undefined value at /opt/rt3/share/html/Ticket/Elements/PreviewScrips line 49. context: ... 45: 46: my @non_recipients = $TicketObj->SquelchMailTo; 47: 48:

<&|/l&>This message will be sent to...

49: <&|/l&>(Check boxes to disable notifications to the listed recipients)
50: % foreach my $scrip (@{$Object->Scrips->Prepared}) { 51: % next unless $scrip->ActionObj->Action->isa('RT::Action::SendEmail'); 52: <%$scrip->Description%>
53: <&|/l, $scrip->ConditionObj->Name, $scrip->ActionObj->Name, $scrip->TemplateObj->Name&>[_1] [_2] with template [_3] ... code stack: /opt/rt3/share/html/Ticket/Elements/PreviewScrips:49 g /opt/rt3/local/html/Ticket/Update.html:113 g /opt/rt3/share/html/autohandler:199 g raw error thanks for any idea !!! Doukkali From ruz at bestpractical.com Thu Jun 5 06:43:51 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 5 Jun 2008 14:43:51 +0400 Subject: [rt-users] RT Migration In-Reply-To: <192B76E92530564BAAB9DD78BAE565B72E79603678@chexchange.autoform.com> References: <192B76E92530564BAAB9DD78BAE565B72E79603678@chexchange.autoform.com> Message-ID: <589c94400806050343if5deaf7ob8b0c9fbe8a94eaa@mail.gmail.com> I suspect that new version is not RT 3.6.6 as something like that was fixed in 3.6.2. On Thu, Jun 5, 2008 at 2:19 PM, Tariq Doukkali wrote: > hello all, > > I had a RT-Server (3.2.1) on a linux Server (suse 9.3). Now I will migrate RT to new Server with Suse 10.2. the database migration worked well. On the old Server the installtion path was /opt/rt3. > > I have just copied this folder to my new server on suse 10.2. After that I can start the server and do some things with, but not all things worked properly. > > Sometime I bekome errors like this: > > > error: Can't call method "Scrips" on an undefined value at /opt/rt3/share/html/Ticket/Elements/PreviewScrips line 49. > context: > ... > 45: > 46: my @non_recipients = $TicketObj->SquelchMailTo; > 47: > 48:

<&|/l&>This message will be sent to...

> 49: <&|/l&>(Check boxes to disable notifications to the listed recipients)
> 50: % foreach my $scrip (@{$Object->Scrips->Prepared}) { > 51: % next unless $scrip->ActionObj->Action->isa('RT::Action::SendEmail'); > 52: <%$scrip->Description%>
> 53: <&|/l, $scrip->ConditionObj->Name, $scrip->ActionObj->Name, $scrip->TemplateObj->Name&>[_1] [_2] with template [_3] > ... > code stack: /opt/rt3/share/html/Ticket/Elements/PreviewScrips:49 > g /opt/rt3/local/html/Ticket/Update.html:113 > g /opt/rt3/share/html/autohandler:199 > g > raw error > > > > thanks for any idea !!! > > > Doukkali > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 stroke_of_death at yahoo.com Thu Jun 5 10:35:46 2008 From: stroke_of_death at yahoo.com (Sean) Date: Thu, 5 Jun 2008 07:35:46 -0700 (PDT) Subject: [rt-users] Connect Failed Too many connections Message-ID: <865533.23545.qm@web58704.mail.re1.yahoo.com> Hi, Been running RT for almost 2 years w/o incident, and NEVER had this problem before. Came in this morning to people saying they couldn't log into RT. I look in the apache error log and see: [Thu Jun 05 09:48:59 2008] [error] [client xxx.xxx.xxx.xxx] Connect Failed Too many connections\n at /opt/rt3/lib/RT.pm line 220\n DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Too many connections at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 I had made a change to resolv.conf the previous day to address a mail problem we had (which had caused a lot of emails to back up) but as of 12:30am today (8 hours before the error cropped up) RT was working fine, and I was getting emails. so something happened overnight. Like i said, never had this problem, don't know what could have caused it, and don't know what I can do to prevent it. [root at rt DBIx]# rpm -qa | grep -i dbi libdbi-drivers-0.8.1a-1.2.1 perl-DBI-1.50-2.2 libdbi-0.8.1-1.2.1 libdbi-dbd-mysql-0.8.1a-1.2.1 [root at rt DBIx]# rpm -qa | grep mysql mysql-server-5.0.18-2.1 mysql-5.0.18-2.1 mysql-connector-odbc-3.51.12-1.2.1 libdbi-dbd-mysql-0.8.1a-1.2.1 rt 3.6.4 Thanks. From barnesaw at ucrwcu.rwc.uc.edu Thu Jun 5 10:55:22 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 05 Jun 2008 10:55:22 -0400 Subject: [rt-users] Connect Failed Too many connections In-Reply-To: <865533.23545.qm@web58704.mail.re1.yahoo.com> References: <865533.23545.qm@web58704.mail.re1.yahoo.com> Message-ID: <4847FE5A.9090207@ucrwcu.rwc.uc.edu> I would suggest upping *max*_*connections* in my.cnf since you are getting the Too many connections error from MySQL. Sean wrote: > Hi, > Been running RT for almost 2 years w/o incident, and NEVER had this problem before. > Came in this morning to people saying they couldn't log into RT. I look in the apache error log and see: > [Thu Jun 05 09:48:59 2008] [error] [client xxx.xxx.xxx.xxx] Connect Failed Too many connections\n at /opt/rt3/lib/RT.pm line 220\n > DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Too many connections at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 > > I had made a change to resolv.conf the previous day to address a mail problem we had (which had caused > a lot of emails to back up) but as of 12:30am today (8 hours before the error cropped up) RT was working > fine, and I was getting emails. so something happened overnight. > Like i said, never had this problem, don't know what could have caused it, and don't know what I can do to prevent it. > [root at rt DBIx]# rpm -qa | grep -i dbi > libdbi-drivers-0.8.1a-1.2.1 > perl-DBI-1.50-2.2 > libdbi-0.8.1-1.2.1 > libdbi-dbd-mysql-0.8.1a-1.2.1 > [root at rt DBIx]# rpm -qa | grep mysql > mysql-server-5.0.18-2.1 > mysql-5.0.18-2.1 > mysql-connector-odbc-3.51.12-1.2.1 > libdbi-dbd-mysql-0.8.1a-1.2.1 > > rt 3.6.4 > 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 > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From forrestarthur at gmail.com Thu Jun 5 11:21:50 2008 From: forrestarthur at gmail.com (Forrest Blount) Date: Thu, 5 Jun 2008 11:21:50 -0400 Subject: [rt-users] Move Tickets from one instance to another Message-ID: I'm in an interesting situation and have been scouring the wiki and threads to find an answer, all to no avail. My organization has a main RT instance (3.6.4, everything working smoothly) and a secondary instance (3.4.5) which was set up for a small subset of our users. The employee who configured the smaller instance has left the company, and in the interest of streamlining things, we'd like to combine it into our larger instance. All of the queues, cfs, scrips, templates were easy enough to move over (there really weren't that many) but the group using the instance would also like their 600+ tickets moved to the new instance. To make things more interesting, most of these tickets have at least one file attachment. I put together a scrip and template in the small instance that will email all of the ticket information (comments, correspondence and field attributes), but I can't manage to get it to attach the files and send those out as well. The idea behind this approach is that I can have one instance mail the other, thereby avoiding any issue with conflicting IDs-- once the email reaches the primary instance I'll have a scrip decode and apply the fields... Has anyone attempted to merge a smaller instance into a larger one? Does anyone have a scrip/template that will send whole files out as attachments? Thanks in advance for any help/input! Forrest -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 5 12:20:29 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 5 Jun 2008 12:20:29 -0400 Subject: [rt-users] Including RTFM uploaded file in ticket causes a System Error In-Reply-To: References: Message-ID: WOuld you mind sending this into rtfm-bugs at bestpractical.com but including your RT versions, RTFM versions and some information about the Custom FIelds your using? We don't currently handle adding attachments to tickets that are stored in RTFM articles, but it shouldn't throw this error. -kevin On Jun 4, 2008, at 8:19 PM, Kimberly McKinnis wrote: > Whoops. I guess I just had to create the proper custom field. My > bad, I?m new to RTFM. > > However, I?m now having trouble including uploaded files into > tickets. When I search on an article, put it into the ?Include RTFM > article? box, click Go, it updates the text of the ticket. But when > I click Submit, I receive the following error. Any hints would be > appreciated. > > error: > RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record. (/usr/ > lib/rt/RT/Record.pm line 1462) > context: > ... > > 492: > else { > 493: > my ( $package, $filename, $line ); > 494: > ( $package, $filename, $line ) = caller; > 495: > > 496: > die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; > 497: > } > 498: > > 499: > } > 500: > > ... > > code stack: > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 > /usr/lib/rt/RT/Record.pm:1462 > /usr/lib/rt/RT/Ticket_Overlay.pm:2641 > /usr/lib/rt/RT/Ticket_Overlay.pm:2557 > /usr/lib/rt/RT/Interface/Web.pm:1496 > /usr/lib/rt/RT/Interface/Web.pm:1446 > /var/rt/html/Ticket/Display.html:145 > /var/rt/html/Ticket/Update.html:214 > /var/rt/html/autohandler:215 > raw error > > RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record. (/usr/ > lib/rt/RT/Record.pm line 1462) > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ > Exceptions.pm line 129 > HTML > ::Mason > ::Exceptions::rethrow_exception('RT::FM::Article::_UpdateTimeTaken > Unimplemented in RT::Record. (/usr/lib/rt/RT/Record.pm line 1462) > ^J') called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/ > Record.pm line 496 > DBIx > ::SearchBuilder::Record::AUTOLOAD('RT::FM::Article=HASH(0xae7f040)', > 0) called at /usr/lib/rt/RT/Record.pm line 1462 > RT::Record::_NewTransaction('RT::FM::Article=HASH(0xae7f040)', > 'Type', 'AddLink', 'Field', 'ReferredToBy', 'NewValue', 'fsck.com- > rt://squee.tivo.com/ticket/7', 'ActivateScrips', '', 'TimeTaken', 0) > called at /usr/lib/rt/RT/Ticket_Overlay.pm line 2641 > RT::Ticket::_AddLink('RT::Ticket=HASH(0xac738b8)', 'Silent', undef, > 'Type', 'RefersTo', 'Target', 'fsck.com-rtfm://squee.tivo.com/ > article/1', 'Base', '') called at /usr/lib/rt/RT/Ticket_Overlay.pm > line 2557 > RT::Ticket::AddLink('RT::Ticket=HASH(0xac738b8)', 'Target', > 'fsck.com-rtfm://squee.tivo.com/article/1', 'Type', 'RefersTo') > called at /usr/lib/rt/RT/Interface/Web.pm line 1496 > HTML::Mason::Commands::ProcessRecordLinks('RecordObj', > 'RT::Ticket=HASH(0xac738b8)', 'ARGSRef', 'HASH(0xac8888c)') called > at /usr/lib/rt/RT/Interface/Web.pm line 1446 > HTML::Mason::Commands::ProcessTicketLinks('TicketObj', > 'RT::Ticket=HASH(0xac738b8)', 'ARGSRef', 'HASH(0xac8888c)') called > at /var/rt/html/Ticket/Display.html line 145 > HTML::Mason::Commands::__ANON__('TicketObj', > 'RT::Ticket=HASH(0xac738b8)', 'UpdateCc', '', 'RTFM-Include-Article- > Named', '', 'SubmitTicket', 'Update Ticket', 'Status', 'open', '7- > RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', > 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', > 'Action', 'Respond', 'Attach', '', 'id', 7, 'UpdateTimeWorked', '', > 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, > 'UpdateContent', '#1: SuperClustering^M^J------------------- > ^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML > ::Mason > ::Component > ::run('HTML::Mason::Component::FileBased=HASH(0xabc6204)', > 'TicketObj', 'RT::Ticket=HASH(0xac738b8)', 'UpdateCc', '', 'RTFM- > Include-Article-Named', '', 'SubmitTicket', 'Update Ticket', > 'Status', 'open', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/ > article/1', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', > 'response', 'Action', 'Respond', 'Attach', '', 'id', 7, > 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', > 'Owner', 22, 'UpdateContent', '#1: > SuperClustering^M^J-------------------^M^JSuper Clustering > documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1249 > HTML::Mason::Request::comp(undef, undef, 'TicketObj', > 'RT::Ticket=HASH(0xac738b8)', 'UpdateCc', '', 'RTFM-Include-Article- > Named', '', 'SubmitTicket', 'Update Ticket', 'Status', 'open', '7- > RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', > 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', > 'Action', 'Respond', 'Attach', '', 'id', 7, 'UpdateTimeWorked', '', > 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, > 'UpdateContent', '#1: SuperClustering^M^J------------------- > ^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /var/rt/html/ > Ticket/Update.html line 214 > HTML::Mason::Commands::__ANON__('UpdateCc', '', 'SubmitTicket', > 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', > 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', > 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', > 'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '', > 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, > 'UpdateContent', '#1: SuperClustering^M^J------------------- > ^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open', 'UpdateCc', '', > 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', > '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', > 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', > 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, > 'RTFM_Content', '', 'UpdateTimeWorked', '', 'UpdateSubject', 'test', > 'Owner', 22, 'UpdateContent', '#1: > SuperClustering^M^J-------------------^M^JSuper Clustering > documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML > ::Mason > ::Component > ::run('HTML::Mason::Component::FileBased=HASH(0xac2a794)', > 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include- > Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/ > article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', > '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', > 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', > 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: > SuperClustering^M^J-------------------^M^JSuper Clustering > documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open', 'UpdateCc', '', > 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', > '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', > 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', > 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, > 'RTFM_Content', '', 'UpdateTimeWorked', '', 'UpdateSubject', 'test', > 'Owner', 22, 'UpdateContent', '#1: > SuperClustering^M^J-------------------^M^JSuper Clustering > documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1249 > HTML::Mason::Request::comp(undef, undef, 'UpdateCc', '', > 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', > '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', > 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', > 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, > 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', > 'Owner', 22, 'UpdateContent', '#1: > SuperClustering^M^J-------------------^M^JSuper Clustering > documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open', 'UpdateCc', '', > 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', > '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', > 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', > 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, > 'RTFM_Content', '', 'UpdateTimeWorked', '', 'UpdateSubject', 'test', > 'Owner', 22, 'UpdateContent', '#1: > SuperClustering^M^J-------------------^M^JSuper Clustering > documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Request.pm line 916 > HTML > ::Mason > ::Request > ::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xac7d138)', > 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include- > Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/ > article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', > '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', > 'id', 7, 'RTFM_Content', '', 'UpdateTimeWorked', '', > 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: > SuperClustering^M^J-------------------^M^JSuper Clustering > documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /var/rt/html/ > autohandler line 215 > HTML::Mason::Commands::__ANON__('UpdateCc', '', 'SubmitTicket', > 'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo', > 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open', > 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response', > 'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '', > 'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22, > 'UpdateContent', '#1: SuperClustering^M^J------------------- > ^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML > ::Mason > ::Component > ::run('HTML::Mason::Component::FileBased=HASH(0xa60de18)', > 'UpdateCc', '', 'SubmitTicket', 'Update Ticket', 'RTFM-Include- > Article-Named', '', '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/ > article/1', 'Status', 'open', 'QuoteTransaction', 105, 'UpdateBcc', > '', 'UpdateType', 'response', 'Attach', '', 'Action', 'Respond', > 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '', > 'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1: > SuperClustering^M^J-------------------^M^JSuper Clustering > documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Request.pm line 1250 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1249 > HTML::Mason::Request::comp(undef, undef, undef, 'UpdateCc', '', > 'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '', > '7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', > 'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', > 'response', 'Attach', '', 'Action', 'Respond', 'id', 7, > 'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test', > 'Owner', 22, 'UpdateContent', '#1: > SuperClustering^M^J-------------------^M^JSuper Clustering > documentation^M^J^M^JAttachment:^M^J---------- > ^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> > [kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', > 'UpdateAttach', 1, 'DefaultStatus', 'open') called at /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Request.pm line 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 413 > HTML > ::Mason > ::Request > ::exec('HTML::Mason::Request::ApacheHandler=HASH(0xac7d138)') called > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 > HTML > ::Mason > ::Request > ::ApacheHandler > ::exec('HTML::Mason::Request::ApacheHandler=HASH(0xac7d138)') called > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 > HTML > ::Mason > ::ApacheHandler > ::handle_request('HTML::Mason::ApacheHandler=HASH(0x953b914)', > 'Apache2::RequestRec=SCALAR(0xad6575c)') called at /usr/bin/ > webmux.pl line 123 > eval {...} at /usr/bin/webmux.pl line 123 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xad6575c)') called > at -e line 0 > eval {...} at -e line 0 > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com > ] On Behalf Of Kimberly McKinnis > Sent: Wednesday, June 04, 2008 4:57 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] uploading pdfs to RTFM > > Is there a way to upload files to RTFM (pdf manuals and such), in a > similar manner to attaching files to a ticket? > > In fact, if I could easily link pdfs from RTFM into tickets, that > would be the best thing. I?d like to expand our ticketing site to be > a full support site, which would include a doc repository. I?m > hoping RTFM can do that so that I don?t have to script something to > auth against RT?s user database so users can download things. Has > anyone done something like this? > > Thanks! > > ~~ > Kimberly McKinnis > System Operations Engineer > Service Provider Division, TiVo Inc > 408-519-9607 > > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Thu Jun 5 15:25:59 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 05 Jun 2008 12:25:59 -0700 Subject: [rt-users] CLI question Message-ID: <48483DC7.4080402@lbl.gov> To all RT users, I wanted to know if I could use CLI to "batch create" a bunch of tickets with specified ticket numbers (for old tickets. The numbers would be WAY lower than currently used). The RT Essentials book mentions the ability to create/edit/show a ticket, but no specifics on how to create a whole bunch using a file or what delimiters those records in that file would need, etc. Does anyone know how to do this? Thanks in advance. Kenn LBNL From adrien at modulis.ca Thu Jun 5 18:29:23 2008 From: adrien at modulis.ca (Adrien Laurent) Date: Thu, 5 Jun 2008 18:29:23 -0400 Subject: [rt-users] How to add a new status Message-ID: Hello Everyone, I'm happy user of RT, and I would like to add a new status: "testing" and create custom scrips about it. I have looked in the documentation but I haven't found anything. Any hint ? Thanks, Adrien From kmckinnis at tivo.com Thu Jun 5 19:18:13 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Thu, 5 Jun 2008 16:18:13 -0700 Subject: [rt-users] rtfm browse by topic permissions Message-ID: I recently installed RTFM 2.2.1, and I have granted group permissions by article class. I then created a number of topics under each class. The problem is that for some reason, users get a blank list under "Browse by topic". However, if I click on an article with a topic from the Overview link, and then through to that topic, I can view the topic hierarchy. I.e. the "Topics" menu gives me http://10.100.58.145/RTFM/Topics.html with a blank list, and clicking through articles and onto their topics gives me http://10.100.58.145/RTFM/Topics.html?id=8&class=1 with a hierarchy listing. I searched the mailing list archives, and didn't find much at all. The RTFM online manual (http://www.bestpractical.com/rtfm/rtfm-2.0-manual-v1.0.pdf) doesn't appear to even mention topics. Am I missing something simple here? -------------- next part -------------- An HTML attachment was scrubbed... URL: From aliase573201 at mac.com Thu Jun 5 20:16:38 2008 From: aliase573201 at mac.com (Tom Smith) Date: Thu, 05 Jun 2008 17:16:38 -0700 Subject: [rt-users] Help with RT permissions Message-ID: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> Hi All, I'm trying to configure permissions in RT so that everyone can see every queue but only see those tickets that they are listed as Requestor or Owner on. If I assign the rights SeeQueue and ShowTicket to Privileged, they can see every queue and every ticket on the system. If I assign these same rights to Requestor (and remove them from Privileged), they can't see any of the queues and can see their tickets only if they search for them. Ideally, I'd like everyone to be able to see every queue listed in the "Quick search" section of "RT at a glance" but only be able to see tickets that they Own or Requested. Can anyone offer any help for achieving this? ~ Tom From KFCrocker at lbl.gov Thu Jun 5 20:20:00 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 05 Jun 2008 17:20:00 -0700 Subject: [rt-users] How to add a new status In-Reply-To: References: Message-ID: <484882B0.4060009@lbl.gov> Adrien, You need to change your RT-SiteConfig.pm file. We have added several new statuses: @ActiveStatus = ('new', 'pending rv', 'rq approvd', 'open', 'pending qa', 'qa approvd', 'st alled') unless @ActiveStatus; This line sets the status values considered "active", meaning not closed, rejected, or resolved. Hope this helps. Kenn LBNL On 6/5/2008 3:29 PM, Adrien Laurent wrote: > Hello Everyone, > > I'm happy user of RT, and I would like to add a new status: "testing" > and create custom scrips about it. I have looked in the documentation > but I haven't found anything. > Any hint ? > > Thanks, > > Adrien > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From adrien at modulis.ca Thu Jun 5 20:21:04 2008 From: adrien at modulis.ca (Adrien Laurent) Date: Thu, 5 Jun 2008 20:21:04 -0400 Subject: [rt-users] How to add a new status In-Reply-To: <484882B0.4060009@lbl.gov> References: <484882B0.4060009@lbl.gov> Message-ID: It works perfectly, Thanks ! On Thu, Jun 5, 2008 at 8:20 PM, Kenneth Crocker wrote: > Adrien, > > > You need to change your RT-SiteConfig.pm file. We have added several > new statuses: > > @ActiveStatus = ('new', 'pending rv', 'rq approvd', 'open', 'pending qa', > 'qa approvd', 'st > alled') unless @ActiveStatus; > > This line sets the status values considered "active", meaning not > closed, rejected, or resolved. Hope this helps. > > > Kenn > LBNL > > On 6/5/2008 3:29 PM, Adrien Laurent wrote: >> >> Hello Everyone, >> >> I'm happy user of RT, and I would like to add a new status: "testing" >> and create custom scrips about it. I have looked in the documentation >> but I haven't found anything. >> Any hint ? >> >> Thanks, >> >> Adrien >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> > > -- Adrien Laurent CEO 514 284 2020 x 202 From jesse at bestpractical.com Thu Jun 5 22:18:13 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Jun 2008 22:18:13 -0400 Subject: [rt-users] What's new with RT 3.8 Message-ID: So, this is mostly a short note to acknowledge the hard work of Emmanuel Lacour along with Ruslan, sunnavy, Shawn Moore, Alex Vandiver and Kevin Falcone. Over the past few weeks, we've (they've) been hard at work to get RT 3.8 ready for release. As part of that work, they've been going through the RT3 bug list. You can check it out by visiting http://rt3.fsck.com , Log in as guest with the password guest. It's running a snapshot of RT 3.8 from earlier today. There are currently 354 open tickets related to RT3. That includes bugs, feature requests, and the odd test ticket. What's absolutely amazing is how many FEWER tickets there are than there were 3 weeks ago. Since May 15, these guys have resolved 289 tickets in the RT3 queue. There have also been 267 commits to RT 3.8. We're definitely into the home stretch. But mostly, I just wanted to brag about how hard these guys are working :) Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From chaim.rieger at gmail.com Thu Jun 5 22:24:44 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Fri, 6 Jun 2008 02:24:44 +0000 Subject: [rt-users] What's new with RT 3.8 In-Reply-To: References: Message-ID: <409650699-1212719048-cardhu_decombobulator_blackberry.rim.net-1263983190-@bxe001.bisx.prod.on.blackberry> Next time you show up in souther cal let me know, will get ya a cup of coffee. Thanx much for the great product. Sent via BlackBerry from T-Mobile -----Original Message----- From: Jesse Vincent Date: Thu, 5 Jun 2008 22:18:13 To:rt Users Subject: [rt-users] What's new with RT 3.8 So, this is mostly a short note to acknowledge the hard work of Emmanuel Lacour along with Ruslan, sunnavy, Shawn Moore, Alex Vandiver and Kevin Falcone. Over the past few weeks, we've (they've) been hard at work to get RT 3.8 ready for release. As part of that work, they've been going through the RT3 bug list. You can check it out by visiting http://rt3.fsck.com , Log in as guest with the password guest. It's running a snapshot of RT 3.8 from earlier today. There are currently 354 open tickets related to RT3. That includes bugs, feature requests, and the odd test ticket. What's absolutely amazing is how many FEWER tickets there are than there were 3 weeks ago. Since May 15, these guys have resolved 289 tickets in the RT3 queue. There have also been 267 commits to RT 3.8. We're definitely into the home stretch. But mostly, I just wanted to brag about how hard these guys are working :) Best, Jesse _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From weser at osp-dd.de Fri Jun 6 03:19:27 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 06 Jun 2008 09:19:27 +0200 Subject: [rt-users] Help with RT permissions In-Reply-To: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> References: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> Message-ID: <4848E4FF.1040204@osp-dd.de> Hi Tom, I'm not sure if it works but try to assign SeeQueue to privileged and SeeTicket for requestors and owners. Ben Tom Smith schrieb: > Hi All, > > I'm trying to configure permissions in RT so that everyone can see > every queue but only see those tickets that they are listed as > Requestor or Owner on. > > If I assign the rights SeeQueue and ShowTicket to Privileged, they > can see every queue and every ticket on the system. If I assign these > same rights to Requestor (and remove them from Privileged), they > can't see any of the queues and can see their tickets only if they > search for them. > > Ideally, I'd like everyone to be able to see every queue listed in > the "Quick search" section of "RT at a glance" but only be able to > see tickets that they Own or Requested. > > Can anyone offer any help for achieving this? > > ~ Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From maleal at htu.edu Fri Jun 6 10:27:48 2008 From: maleal at htu.edu (Leal, Mario A.) Date: Fri, 6 Jun 2008 09:27:48 -0500 Subject: [rt-users] RT Help: Email to create ticket, CC doesn't stick Message-ID: <34B602EA1E0DA94090DF887A0267709E04E8478A@exch01.htc.edu> When a user creates a ticket by sending an email with an address cc'd, the cc'd addressee is not added to the ticket. Is this by design? Is there a way for RT to read the cc'd data and add data to the appropriate fields? Best regards, 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 aaron at digitaldwelling.com Fri Jun 6 11:15:32 2008 From: aaron at digitaldwelling.com (Aaron Herskowitz) Date: Fri, 6 Jun 2008 08:15:32 -0700 Subject: [rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor Message-ID: <018b01c8c7e8$2ae0e120$80a2a360$@com> Basically I am transitioning from handling tickets via email (yuck) to RT (yeah!). It is going to take my customers a while to start defaulting to RT. So for the next month I'd like to be able to enter tickets on their behalf. I've searched through the Wiki, Google and mailing list archives but didn't find what I was looking for. This may be more of a process issue than a technical one, so I was hoping you experienced RT users/admins could help. What is the best (most efficient for me) way to: 1. Put an email from a customer into RT with them as the requestor? 2. Have the "AutogeneratedPassword" (I have this and Self Service working) scrip run so that the customer is assigned a password if they did not exist previously as an RT user? I've tried: a. Entering a new ticket via the web interface, manually entering their email address and pasting the body of their message into the case notes, however for some reason my AutogeneratedPassword scrip doesn't run even though they are a new user. They are getting the standard On Create template sent to them. b. Forwarding the email to RT and then editing the ticket to change the requestor from myself to the customer, however 1) the AutogeneratedPassword scrip doesn't run when you do that, 2) no email is sent to the user to let them know they have a ticket, and 3) I wasn't able to find a "ChangeRequestor" scrip that I could run that would do this. Maybe there are better ways I haven't considered? Thanks for any help, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Jun 6 11:30:52 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 6 Jun 2008 10:30:52 -0500 Subject: [rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor In-Reply-To: <018b01c8c7e8$2ae0e120$80a2a360$@com> References: <018b01c8c7e8$2ae0e120$80a2a360$@com> Message-ID: <20080606153052.GM5624@it.is.rice.edu> Aaron, If your mail client has the ability to "bounce" a message to the RT E-mail address, it will create the ticket as if the customer had mailed the ticket to RT. That is certainly the easiest process. Cheers, Ken On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote: > Basically I am transitioning from handling tickets via email (yuck) to RT > (yeah!). It is going to take my customers a while to start defaulting to > RT. So for the next month I'd like to be able to enter tickets on their > behalf. > > > > I've searched through the Wiki, Google and mailing list archives but didn't > find what I was looking for. This may be more of a process issue than a > technical one, so I was hoping you experienced RT users/admins could help. > > > > What is the best (most efficient for me) way to: > > 1. Put an email from a customer into RT with them as the requestor? > > 2. Have the "AutogeneratedPassword" (I have this and Self Service > working) scrip run so that the customer is assigned a password if they did > not exist previously as an RT user? > > > > I've tried: > > a. Entering a new ticket via the web interface, manually entering > their email address and pasting the body of their message into the case > notes, however for some reason my AutogeneratedPassword scrip doesn't run > even though they are a new user. They are getting the standard On Create > template sent to them. > > b. Forwarding the email to RT and then editing the ticket to change the > requestor from myself to the customer, however 1) the AutogeneratedPassword > scrip doesn't run when you do that, 2) no email is sent to the user to let > them know they have a ticket, and 3) I wasn't able to find a > "ChangeRequestor" scrip that I could run that would do this. > > > > Maybe there are better ways I haven't considered? > > > > Thanks for any help, > > Aaron > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From smithj4 at bnl.gov Fri Jun 6 11:02:21 2008 From: smithj4 at bnl.gov (Jason A. Smith) Date: Fri, 06 Jun 2008 11:02:21 -0400 Subject: [rt-users] RT Help: Email to create ticket, CC doesn't stick In-Reply-To: <34B602EA1E0DA94090DF887A0267709E04E8478A@exch01.htc.edu> References: <34B602EA1E0DA94090DF887A0267709E04E8478A@exch01.htc.edu> Message-ID: <1212764541.27733.13.camel@smith.racf.bnl.gov> Hi Mario, For ticket creation, you need to look at: http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs For followup correspondences, I do this here with a Scrip that I wrote for our RT server, see: http://wiki.bestpractical.com/view/AddWatchersOnCorrespond If this is what you need then you should be able to easily add it to and modify it for your server. You should be aware of the security implications though, since basically this will allow anyone who knows the email address(es) of your RT server and a valid ticket number the ability to add themselves and anyone else as a watcher of said ticket. For us, this is an operational requirement and acceptable risk. ~Jason On Fri, 2008-06-06 at 09:27 -0500, Leal, Mario A. wrote: > When a user creates a ticket by sending an email with an address cc?d, > the cc?d addressee is not added to the ticket. Is this by design? Is > there a way for RT to read the cc?d data and add data to the > appropriate fields? > > > > Best regards, > > > > 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 -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ From KFCrocker at lbl.gov Fri Jun 6 11:58:31 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Jun 2008 08:58:31 -0700 Subject: [rt-users] Help with RT permissions In-Reply-To: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> References: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> Message-ID: <48495EA7.3050403@lbl.gov> Tom, Try this: Privileged; CreateSavedSearch, EditSavedSearch, LoadSavedSearch, ModifySelf, ShowSavedSearch, SeeQueue, ReplyToTicket. Owner: CommentOnTicket, CreateTicket, ModifyCustomField, ModifyTicket, SeeCustomField, ShowOutgoingEmail, ShowTicket, ShowTicketComments, TakeTicket (maybe StealTIcket if you want to allow that). Requestor: SeeCustomField, ShowOutgoingEmail, ShowTicket, ShowTicketComments (maybe*). We usually put most of the Owners' rights in a support group (of which the owner is in) and set aside ModifyTicket for the owner only. But we have over 150 queues and many, many support groups so we don't want a lot of "global" rights out there waiting to be abused. We grant most of the rights to groups. What I gave you will allow ANY Privileged user to see all queues and create/edit/save queries on any queue/ticket they have the "ShowTicket" right to. The Owner will be able to do all that PLUS he can modify all parts of the ticket (the ability to modify a custom field is NOT included in the "ModifyTIcket" right). Requestors will be able to see ALL parts of a ticket ("ShowTicket" right does NOT include the "ShowOutgoingEmail" or "ShowCustomField" or "ShowCOmments" rights). Hope this helps. Kenn LBNL On 6/5/2008 5:16 PM, Tom Smith wrote: > Hi All, > > I'm trying to configure permissions in RT so that everyone can see > every queue but only see those tickets that they are listed as > Requestor or Owner on. > > If I assign the rights SeeQueue and ShowTicket to Privileged, they > can see every queue and every ticket on the system. If I assign these > same rights to Requestor (and remove them from Privileged), they > can't see any of the queues and can see their tickets only if they > search for them. > > Ideally, I'd like everyone to be able to see every queue listed in > the "Quick search" section of "RT at a glance" but only be able to > see tickets that they Own or Requested. > > Can anyone offer any help for achieving this? > > ~ Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Jun 6 12:03:04 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Jun 2008 09:03:04 -0700 Subject: [rt-users] What's new with RT 3.8 In-Reply-To: References: Message-ID: <48495FB8.1020509@lbl.gov> Jesse, That's great news! I've finally convinced ALL my managers that RT is WAY better than anything out there and now am planning to convert another (very large) system over to RT. I just pulled 3.6.6 over but I think I will wait for 3.8. It definitely sounds worth waiting for. Thanks again for a great product and thanks to the team for all the hard work. Kenn LBNL On 6/5/2008 7:18 PM, Jesse Vincent wrote: > So, this is mostly a short note to acknowledge the hard work of Emmanuel > Lacour along with Ruslan, sunnavy, Shawn Moore, Alex Vandiver and Kevin > Falcone. > > Over the past few weeks, we've (they've) been hard at work to get RT 3.8 > ready for release. As part of that work, they've been going through the > RT3 bug list. You can check it out by visiting http://rt3.fsck.com, Log > in as guest with the password guest. It's running a snapshot of RT 3.8 > from earlier today. > > There are currently 354 open tickets related to RT3. That includes bugs, > feature requests, and the odd test ticket. > > What's absolutely amazing is how many FEWER tickets there are than there > were 3 weeks ago. > > Since May 15, these guys have resolved 289 tickets in the RT3 queue. > There have also been 267 commits to RT 3.8. > > We're definitely into the home stretch. > > But mostly, I just wanted to brag about how hard these guys are working :) > > Best, > Jesse > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From aliase573201 at mac.com Fri Jun 6 12:04:33 2008 From: aliase573201 at mac.com (Tom Smith) Date: Fri, 06 Jun 2008 09:04:33 -0700 Subject: [rt-users] Help with RT permissions In-Reply-To: <4848E4FF.1040204@osp-dd.de> References: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> <4848E4FF.1040204@osp-dd.de> Message-ID: <0811F348-85CB-4504-9F27-320ED0C202F9@mac.com> Thank you for the response Ben. I did try that but it didn't work--the users were unable to see any queues on the "RT at a glance" page. On Jun 6, 2008, at 12:19 AM, Benjamin Weser wrote: > Hi Tom, > > I'm not sure if it works but try to assign SeeQueue to privileged > and SeeTicket for requestors and owners. > > Ben > > > Tom Smith schrieb: >> Hi All, >> >> I'm trying to configure permissions in RT so that everyone can >> see every queue but only see those tickets that they are listed >> as Requestor or Owner on. >> >> If I assign the rights SeeQueue and ShowTicket to Privileged, >> they can see every queue and every ticket on the system. If I >> assign these same rights to Requestor (and remove them from >> Privileged), they can't see any of the queues and can see their >> tickets only if they search for them. >> >> Ideally, I'd like everyone to be able to see every queue listed >> in the "Quick search" section of "RT at a glance" but only be >> able to see tickets that they Own or Requested. >> >> Can anyone offer any help for achieving this? >> >> ~ Tom >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com >> > From sturner at MIT.EDU Fri Jun 6 12:25:52 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 06 Jun 2008 12:25:52 -0400 Subject: [rt-users] What's new with RT 3.8 In-Reply-To: References: Message-ID: <6.2.3.4.2.20080606122102.020fe200@po14.mit.edu> A few quick thoughts: - The layout is a big improvement on the default 3.5/3.6. - You might want to run it through IE, there are a few minor alignment issues (IE 7). Looks fine in Firefox 2.0 & Opera 9.27. - It would be nice to have visual cues for links - on the ticket page in particular, it's not obvious what's a link and what's just text, unless you move the cursor over. All in all, it looks nice. Steve From jesse at bestpractical.com Fri Jun 6 12:30:20 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Jun 2008 12:30:20 -0400 Subject: [rt-users] What's new with RT 3.8 In-Reply-To: <6.2.3.4.2.20080606122102.020fe200@po14.mit.edu> References: <6.2.3.4.2.20080606122102.020fe200@po14.mit.edu> Message-ID: <80C524E6-0337-4566-9C23-7B06FAF2AB12@bestpractical.com> On Jun 6, 2008, at 12:25 PM, Stephen Turner wrote: > A few quick thoughts: > > - The layout is a big improvement on the default 3.5/3.6. > Thanks! > - You might want to run it through IE, there are a few minor > alignment issues (IE 7). Looks fine in Firefox 2.0 & Opera 9.27. We've done some IE tweaking. (And it feels head and shoulders above where we were for 3.6). But patches to improve things on IE would be hugely welcome. It's not a primary platform for anyone here, which means we need to go and explicitly prod at it to find layout bugs. And that's not always relaible. > - It would be nice to have visual cues for links - on the ticket > page in particular, it's not obvious what's a link and what's just > text, unless you move the cursor over. Checked in a first pass at that mere moments before I saw your mail ;) > All in all, it looks nice. > > Steve > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From adb at broad.mit.edu Fri Jun 6 15:22:26 2008 From: adb at broad.mit.edu (Aaron D. Ball) Date: Fri, 06 Jun 2008 15:22:26 -0400 Subject: [rt-users] What's new with RT 3.8 In-Reply-To: <6.2.3.4.2.20080606122102.020fe200@po14.mit.edu> References: <6.2.3.4.2.20080606122102.020fe200@po14.mit.edu> Message-ID: <48498E72.1050506@broad.mit.edu> As Stephen said: the UI is a significant improvement aesthetically. A few suggestions: * Text size shouldn't vary between columns with similar contents. Actually, this seems to be a bug: the id column in "10 highest priority tickets I own" is actually showing Status. * There is some optical vibration (see Tufte) between alternating lines in the tables. Please consider reducing the contrast between the background colors or removing the grid lines. * Links are currently indicated with bold text, which does not work well when densely packed. Maybe just color them blue? * The reminders need some additional visual sugar to look like structured information rather than stray text, but I can't immediately tell you what. Thanks for all your hard work on RT, and I'm looking forward to the next release. --Aaron. From WKelleher at everestsoftwareinc.com Fri Jun 6 15:13:16 2008 From: WKelleher at everestsoftwareinc.com (William Kelleher) Date: Fri, 6 Jun 2008 15:13:16 -0400 Subject: [rt-users] Block new ticket creation from Email Message-ID: I want to be able to reply from RT to users trying to create tickets via email and tell them they have to use the web interface to create tickets and I don't want the ticket to be created. I do however want all of the email functionality to work once a ticket is created since most of the time we need to coax more information out of our users so we can understand what they want. I currently have my entry in aliases going to a nonexistent Queue to make this functionality work but I have no way to (or can't figure how) to make RT respond with instructions on using the system. I have tried to modify the code but can't follow exactly how it flows from rt-mailgate to ticket creation. Any help on this would be appreciated. Thanks in advance William Kelleher Network Engineer -------------- next part -------------- An HTML attachment was scrubbed... URL: From jboris at adphila.org Fri Jun 6 15:36:05 2008 From: jboris at adphila.org (John BORIS) Date: Fri, 06 Jun 2008 15:36:05 -0400 Subject: [rt-users] Block new ticket creation from Email In-Reply-To: References: Message-ID: <48495962.2594.002B.0@adphila.org> William, Why not have the email sent to a queue that has a separate reply scrip that uses a template that includes your instructions along with a link to the main RT web page for them to use to enter their ticket. Or maybe configure an autoresponder in aliases that will send your boiler plate text to the user. The first one might be better for you since you can capture their initial message and its info. But I don't know the amount of traffic you get and the time it will take to copy the data from the first message into the correct ticket. You could also have a scrip that creates the ticket and closes it immediately. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" >>> "William Kelleher" 6/6/2008 3:13 PM >>> I want to be able to reply from RT to users trying to create tickets via email and tell them they have to use the web interface to create tickets and I don't want the ticket to be created. I do however want all of the email functionality to work once a ticket is created since most of the time we need to coax more information out of our users so we can understand what they want. I currently have my entry in aliases going to a nonexistent Queue to make this functionality work but I have no way to (or can't figure how) to make RT respond with instructions on using the system. I have tried to modify the code but can't follow exactly how it flows from rt-mailgate to ticket creation. Any help on this would be appreciated. Thanks in advance William Kelleher Network Engineer From jesse at bestpractical.com Fri Jun 6 15:36:38 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Jun 2008 15:36:38 -0400 Subject: [rt-users] What's new with RT 3.8 In-Reply-To: <48498E72.1050506@broad.mit.edu> References: <6.2.3.4.2.20080606122102.020fe200@po14.mit.edu> <48498E72.1050506@broad.mit.edu> Message-ID: <20080606193638.GZ15020@bestpractical.com> On Fri, Jun 06, 2008 at 03:22:26PM -0400, Aaron D. Ball wrote: > As Stephen said: the UI is a significant improvement aesthetically. > > A few suggestions: > > * Text size shouldn't vary between columns with similar contents. > Actually, this seems to be a bug: the id column in "10 highest priority > tickets I own" is actually showing Status. Actually, no. That's some dork messing with "guest"'s configuration. *sigh* I'll go reset it. > > * There is some optical vibration (see Tufte) between alternating lines > in the tables. Please consider reducing the contrast between the > background colors or removing the grid lines. I've played with this some but didn't find anything that was actually easy to scan for wide tables. > * Links are currently indicated with bold text, which does not work well > when densely packed. Maybe just color them blue? Tried it. Along with many other things that looked awful. What we have at the moment feels like a reasonable compromise. Is there anywhere in particular you find particularly hard to read? > * The reminders need some additional visual sugar to look like > structured information rather than stray text, but I can't immediately > tell you what. Indeed they do. This is one I'd love patches for. Thanks! The feedback is appreciated. From cmsilva at mobicomp.com Fri Jun 6 15:54:24 2008 From: cmsilva at mobicomp.com (Carlos Silva) Date: Fri, 06 Jun 2008 20:54:24 +0100 Subject: [rt-users] Block new ticket creation from Email In-Reply-To: References: Message-ID: <484995F0.4030801@mobicomp.com> I had the same requirements as you do, and after some tries I ended up finding a solution that isn't perfect but at least works for me. Just put an invalid queue in the rt-mailgate argument, and RT will still match the correct ticket by the subject if it receives a ticket reply, but if it tries to create a ticket it will fail. There's two problems with this : After the failed attempt to create a ticket the email stays in the inbox. I just clean up the email account once in a while. It also might fill up your logs with a lot of failed ticket creation messages. William Kelleher wrote: > I want to be able to reply from RT to users trying to create tickets via > email and tell them they have to use the web interface to create tickets > and I don?t want the ticket to be created. I do however want all of the > email functionality to work once a ticket is created since most of the > time we need to coax more information out of our users so we can > understand what they want. I currently have my entry in aliases going to > a nonexistent Queue to make this functionality work but I have no way > to (or can?t figure how) to make RT respond with instructions on using > the system. I have tried to modify the code but can?t follow exactly > how it flows from rt-mailgate to ticket creation. Any help on this would > be appreciated. > > > > Thanks in advance > > > > *William Kelleher** > *Network Engineer * > > * > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Fri Jun 6 16:28:02 2008 From: maleal at htu.edu (Leal, Mario A.) Date: Fri, 6 Jun 2008 15:28:02 -0500 Subject: [rt-users] RT Help: Remove "Preferences" link in Self Service; Using AD to auth--no need for this. Message-ID: <34B602EA1E0DA94090DF887A0267709E04E848E0@exch01.htc.edu> First, Thank you to everyone who responded to my last question-Greatly appreciated!! I am authenticating my users via Active Directory. Because of this, I have no need for the preferences menu for users using the self service portal. I don't want users to "think" they are changing their password when they aren't. How do I remove that menu item or make it as though there is nothing on the page after clicking that link? 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 falcone at bestpractical.com Fri Jun 6 16:46:53 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 6 Jun 2008 16:46:53 -0400 Subject: [rt-users] RT Help: Remove "Preferences" link in Self Service; Using AD to auth--no need for this. In-Reply-To: <34B602EA1E0DA94090DF887A0267709E04E848E0@exch01.htc.edu> References: <34B602EA1E0DA94090DF887A0267709E04E848E0@exch01.htc.edu> Message-ID: <97602D41-CAF0-4669-AB9A-137B7299DCAB@bestpractical.com> On Jun 6, 2008, at 4:28 PM, Leal, Mario A. wrote: > First, Thank you to everyone who responded to my last question? > Greatly appreciated!! > > I am authenticating my users via Active Directory. Because of this, > I have no need for the preferences menu for users using the self > service portal. I don?t want users to ?think? they are changing > their password when they aren?t. Don't grant them the ModifySelf right -kevin > > How do I remove that menu item or make it as though there is nothing > on the page after clicking that link? > > 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 From maleal at htu.edu Fri Jun 6 17:53:53 2008 From: maleal at htu.edu (Leal, Mario A.) Date: Fri, 6 Jun 2008 16:53:53 -0500 Subject: [rt-users] RT Question: Reporting, Any current add on packages Message-ID: <34B602EA1E0DA94090DF887A0267709E04E8493F@exch01.htc.edu> 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. 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Jun 6 23:02:02 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Jun 2008 20:02:02 -0700 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: <4849FA2A.1000202@lbl.gov> Mario, We just download the query results into excel and dress up that to look nice and viola' (ha';-) You can sort an highlight and do all you want in excel. Everybody can get what they want. Kenn LBNL On 6/6/2008 2:53 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. > > > > 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 From ruz at bestpractical.com Sat Jun 7 12:49:00 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 7 Jun 2008 20:49:00 +0400 Subject: [rt-users] Help with RT permissions In-Reply-To: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> References: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> Message-ID: <589c94400806070949u3b644a8fs811f69a84e0b5fb0@mail.gmail.com> Here is logic. To be a requestor user has to request something, but to do that he should be able to see a queue. So it's strange to grant SeeQueue right to Requestor roles. The truth is that we even don't check user's relations with tickets when we check rights on queues. On Fri, Jun 6, 2008 at 4:16 AM, Tom Smith wrote: > Hi All, > > I'm trying to configure permissions in RT so that everyone can see > every queue but only see those tickets that they are listed as > Requestor or Owner on. > > If I assign the rights SeeQueue and ShowTicket to Privileged, they > can see every queue and every ticket on the system. If I assign these > same rights to Requestor (and remove them from Privileged), they > can't see any of the queues and can see their tickets only if they > search for them. > > Ideally, I'd like everyone to be able to see every queue listed in > the "Quick search" section of "RT at a glance" but only be able to > see tickets that they Own or Requested. > > Can anyone offer any help for achieving this? > > ~ Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From mmcardle at apprhs.org Sun Jun 8 13:26:19 2008 From: mmcardle at apprhs.org (Mike McArdle) Date: Sun, 8 Jun 2008 10:26:19 -0700 (PDT) Subject: [rt-users] SelfService - Identify Tickets Message-ID: <17720942.post@talk.nabble.com> Is there a way to identify SelfService tickets in the newest unowned tickets listing? Before we implement the SelfService portal, management wants to be able to easily identify SelfService tickets. The reasoning behind this is to reward unprivileged SelfService users with prompt service. Also, we would like to be able to identify SelfService tickets for reporting purposes to track the effectiveness of the portals use. Any and all thought or suggestions would be appreciated. Thanks, Mike -- View this message in context: http://www.nabble.com/SelfService---Identify-Tickets-tp17720942p17720942.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aliase573201 at mac.com Mon Jun 9 01:21:47 2008 From: aliase573201 at mac.com (Tom Smith) Date: Sun, 08 Jun 2008 22:21:47 -0700 Subject: [rt-users] Query builder logic Message-ID: <2E718D64-3B4F-44F4-B739-D006FCEBE5D2@mac.com> Hi, I'm trying to build a custom query with Query Builder that can be used in the global "RT at a glance" configuration. I understand how to create the custom query but am having trouble identifying the correct variables to use to identify the currently logged in user. I used "[_1] highest priority tickets I own" as a model. I want to create a single query that will show all tickets for a person if their email address appears as Owner, Requestor, CC, or AdminCC. If I create a custom query using the exact syntax of the of the default query above, no tickets come up. If I replace '__CurrentUser__' with my email address, it locates the tickets I own. Can anyone offer any advice or direction to documentation explaining how to do this? ~ Tom From aliase573201 at mac.com Mon Jun 9 01:51:21 2008 From: aliase573201 at mac.com (Tom Smith) Date: Sun, 08 Jun 2008 22:51:21 -0700 Subject: [rt-users] Help with RT permissions In-Reply-To: <589c94400806070949u3b644a8fs811f69a84e0b5fb0@mail.gmail.com> References: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> <589c94400806070949u3b644a8fs811f69a84e0b5fb0@mail.gmail.com> Message-ID: Thank you for the reply, Ruslan. :-) What I have tried to do is give Privileged SeeQueue and Requestor ShowTicket. I thought that if I did this, everyone who has "Let this user be granted rights" would be able to see every queue and that Requestors would only be able to see their own tickets. This logic works except that the queues will not display in "Quick search". For example, if a user logs in who has these rights and tickets that they are listed as the Requestor of, they cannot see any queues in "Quick search"--even if they click Edit, there are no queues listed to be selected. If the same user, however, goes to Simple Search and types in their email address, their tickets appear and they can view the them--the query executed is "( Requestor LIKE 'name at domain.tld' )" Are there any fallacies in the way that I'm thinking about this? On Jun 7, 2008, at 9:49 AM, Ruslan Zakirov wrote: > Here is logic. To be a requestor user has to request something, but to > do that he should be able to see a queue. So it's strange to grant > SeeQueue right to Requestor roles. > > The truth is that we even don't check user's relations with tickets > when we check rights on queues. > > On Fri, Jun 6, 2008 at 4:16 AM, Tom Smith > wrote: >> Hi All, >> >> I'm trying to configure permissions in RT so that everyone can see >> every queue but only see those tickets that they are listed as >> Requestor or Owner on. >> >> If I assign the rights SeeQueue and ShowTicket to Privileged, they >> can see every queue and every ticket on the system. If I assign these >> same rights to Requestor (and remove them from Privileged), they >> can't see any of the queues and can see their tickets only if they >> search for them. >> >> Ideally, I'd like everyone to be able to see every queue listed in >> the "Quick search" section of "RT at a glance" but only be able to >> see tickets that they Own or Requested. >> >> Can anyone offer any help for achieving this? >> >> ~ Tom >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. From hef at tavros.net Mon Jun 9 09:28:28 2008 From: hef at tavros.net (Hef) Date: Mon, 09 Jun 2008 08:28:28 -0500 Subject: [rt-users] Query for CC Message-ID: <484D2FFC.5090503@tavros.net> I am trying to build a query to find which tickets a user is not CC'd or requester on. My query looks something like this: Requestor.EmailAddress NOT LIKE 'user at example.com' AND Cc.EmailAddress NOT LIKE 'user at example.com' The problem I run into is that if a tickets has multiple requesters, or multiple cc's, and this user is one of them, the ticket still gets returned as a result. The behavior makes sense, but how do I query for all requesters/cc's are not like user at example.com? From jhsherma at mdanderson.org Mon Jun 9 10:48:14 2008 From: jhsherma at mdanderson.org (Sherman,Jason H) Date: Mon, 9 Jun 2008 09:48:14 -0500 Subject: [rt-users] (no subject) Message-ID: All, I've installed the Request Tracker application at the request of a user to track grant proposals inside our institution but am running into issues getting fetchmail to be able to poll the exchange mailbox we've setup for customers to send requests to so a ticket is autogenerated in Request Tracker. We are using Exchange 2007 with Secure IMAP enabled on port 993. However, whenever I try to use the rt-mailgate file to poll the Exchange server I keep getting a connection refused. I am sure that is a syntax problem in how I have the rt-mailgate.conf file configured. I was wondering if anyone else has run into this problem or has any suggestions on what syntax I need to use so that it can poll this mailbox. Any help would be appreciated! Thanks, Jason Jason Sherman Systems Analyst II MD Anderson Cancer Center - Division of Quantitative Sciences Phone: 713-563-1448 Email: jhsherma at mdanderson.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Jun 9 11:13:55 2008 From: ruz at bestpractical.com (ruz at bestpractical.com) Date: Mon, 9 Jun 2008 19:13:55 +0400 Subject: [rt-users] Query builder logic In-Reply-To: <2E718D64-3B4F-44F4-B739-D006FCEBE5D2@mac.com> References: <2E718D64-3B4F-44F4-B739-D006FCEBE5D2@mac.com> Message-ID: <589c94400806090813l23a0810ar8b16f4a496a3c654@mail.gmail.com> __CurrentUser__ is correct way, but it works in 3.6.x only (don't recall exact version) and only in saved searches. The latter is a sort of incident and have been fixed few days ago. In 3.6.7 you'll be able to use '__CurrentUser__' all over the places. Patch is very simple, you can grab it from our repository. Note that '__CurrentUser__' is id of the user and query you want will look something like: Watcher.id = '__CurrentUser__' In 3.6.6 this query should work if you'll save it as saved search. On 6/9/08, Tom Smith wrote: > Hi, > > I'm trying to build a custom query with Query Builder that can be > used in the global "RT at a glance" configuration. I understand how > to create the custom query but am having trouble identifying the > correct variables to use to identify the currently logged in user. > > I used "[_1] highest priority tickets I own" as a model. I want to > create a single query that will show all tickets for a person if > their email address appears as Owner, Requestor, CC, or AdminCC. > > If I create a custom query using the exact syntax of the of the > default query above, no tickets come up. If I replace > '__CurrentUser__' with my email address, it locates the tickets I own. > > Can anyone offer any advice or direction to documentation explaining > how to do this? > > ~ Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From weser at osp-dd.de Mon Jun 9 11:24:30 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Mon, 09 Jun 2008 17:24:30 +0200 Subject: [rt-users] Error while installing RigthsMatrix Message-ID: <484D4B2E.4080007@osp-dd.de> Hi list, I'm configuring a new RT-instance for a new project group here and have some issues now while installing the RightsMatrix. My System: openSuSE10.3 rt3.6.6 perl5.8.8 apache2.2.4 This is what make test tells me. To be honest I have no idea what it means or what I could do to solve the problem. PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00setup...........Name "RT::DatabaseName" used only once: possible typo at t/00setup.t line 14. # Must test against rt3regression! # Looks like your test died before it could output anything. t/00setup........... Dubious, test returned 255 (wstat 65280, 0xff00) Failed 178/178 subtests t/01groups..........Name "RT::DatabaseName" used only once: possible typo at t/01groups.t line 16. # Must test against rt3regression # Looks like your test died before it could output anything. t/01groups.......... Dubious, test returned 255 (wstat 65280, 0xff00) Failed 37/37 subtests t/02acl.............Name "RT::DatabaseName" used only once: possible typo at t/02acl.t line 16. # Must test against rt3regression # Looks like your test died before it could output anything. t/02acl............. Dubious, test returned 255 (wstat 65280, 0xff00) Failed 28/28 subtests t/03util............Name "RT::DatabaseName" used only once: possible typo at t/03util.t line 16. # Must test against rt3regression # Looks like your test died before it could output anything. t/03util............ Dubious, test returned 255 (wstat 65280, 0xff00) Failed 41/41 subtests t/pod-coverage......ok t/pod...............ok Test Summary Report ------------------- t/00setup.t (Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 178 tests but ran 0. t/01groups.t (Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 37 tests but ran 0. t/02acl.t (Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 28 tests but ran 0. t/03util.t (Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 41 tests but ran 0. Files=6, Tests=6, 1 wallclock secs ( 0.02 usr 0.01 sys + 1.35 cusr 0.14 csys = 1.52 CPU) Result: FAIL Failed 4/6 test programs. 0/6 subtests failed. make: *** [test_dynamic] Error 255 TIA, Ben From KFCrocker at lbl.gov Mon Jun 9 12:03:24 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 09 Jun 2008 09:03:24 -0700 Subject: [rt-users] Help with RT permissions In-Reply-To: References: <9097161B-9344-401C-AEAD-B68B5C02AA59@mac.com> <589c94400806070949u3b644a8fs811f69a84e0b5fb0@mail.gmail.com> Message-ID: <484D544C.1070709@lbl.gov> Tom, In addition to "SeeQueue", you have to grant "CreateTicket". The two work hand-in-hand for WebUI. Kenn LBNL On 6/8/2008 10:51 PM, Tom Smith wrote: > Thank you for the reply, Ruslan. :-) > > What I have tried to do is give Privileged SeeQueue and Requestor > ShowTicket. I thought that if I did this, everyone who has "Let this > user be granted rights" would be able to see every queue and that > Requestors would only be able to see their own tickets. > > This logic works except that the queues will not display in "Quick > search". > > For example, if a user logs in who has these rights and tickets that > they are listed as the Requestor of, they cannot see any queues in > "Quick search"--even if they click Edit, there are no queues listed > to be selected. If the same user, however, goes to Simple Search and > types in their email address, their tickets appear and they can view > the them--the query executed is "( Requestor LIKE 'name at domain.tld' )" > > Are there any fallacies in the way that I'm thinking about this? > > On Jun 7, 2008, at 9:49 AM, Ruslan Zakirov wrote: > >> Here is logic. To be a requestor user has to request something, but to >> do that he should be able to see a queue. So it's strange to grant >> SeeQueue right to Requestor roles. >> >> The truth is that we even don't check user's relations with tickets >> when we check rights on queues. >> >> On Fri, Jun 6, 2008 at 4:16 AM, Tom Smith >> wrote: >>> Hi All, >>> >>> I'm trying to configure permissions in RT so that everyone can see >>> every queue but only see those tickets that they are listed as >>> Requestor or Owner on. >>> >>> If I assign the rights SeeQueue and ShowTicket to Privileged, they >>> can see every queue and every ticket on the system. If I assign these >>> same rights to Requestor (and remove them from Privileged), they >>> can't see any of the queues and can see their tickets only if they >>> search for them. >>> >>> Ideally, I'd like everyone to be able to see every queue listed in >>> the "Quick search" section of "RT at a glance" but only be able to >>> see tickets that they Own or Requested. >>> >>> Can anyone offer any help for achieving this? >>> >>> ~ Tom >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> -- >> Best regards, Ruslan. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ltning at anduin.net Mon Jun 9 19:11:47 2008 From: ltning at anduin.net (=?ISO-8859-1?Q?Eirik_=D8verby?=) Date: Tue, 10 Jun 2008 01:11:47 +0200 Subject: [rt-users] No users listed in "Owner" dropdowns Message-ID: <2B6EDD5B-DF4E-4BDF-AE0F-213750B4B83D@anduin.net> Hi all, I have been struggling for a few days trying to figure out why one of my RT installations don't show any other users than "Nobody" in "Owner" dropdowns. The most immediate effect of this is that any "Basic" or "People" change to a ticket will result in an owner change to "Nobody", as not even the current owner is listed. Needless to say, this is frustrating for both the users and the support staff. I've gone through and verified (against a working RT installation) that queue and group rights are set up adequately. In particular, I have given the "OwnTicket" right to the appropriate users. I've even attempted to give "broad rights" - however even giving superuser rights to a named user, the "Privileged" group or any other gorup does not help. I'm almost beginning to suspect database corruption or some kind of bug in RT, however I do not feel even remotely experienced enough to claim this with any weight - so I'm still defaulting to thinking this is a mistake on my part somehow. All other aspects of RT is working fine; and on the other installations I have even the above is working as it should. Technical information: All RT instances, good and bad, are running on FreeBSD 7.0-STABLE. They are all installed from packages built from the ports system then distributed - in other words the *exact* same builds of both RT and supporting packages, all the way down to OS and database. Configurations of webserver etc. are somewhat different, but should not be a factor in this. Any help would be greatly appreciated. Thanks, and with best regards Eirik ?verby Modirum MDpay Oslo, Norway From ARapini at rapini.org Mon Jun 9 22:01:45 2008 From: ARapini at rapini.org (Allen Rapini) Date: Mon, 9 Jun 2008 22:01:45 -0400 Subject: [rt-users] Error when trying to use custom field in a ticket transaction in RT 3.6 Message-ID: I have a test install of RT, and I am attempting to resolve a repeatable error with custom field behavior. System is running 3.6, on ubuntu 6.0.6, apache2, php5.1.2. Overall behaviour seems fine, but the custom field is my only real hangup so far The custom field I have created is a type "select one value" with no validation, link values or include page values. There are 6 entries, with no sort order or category. This custom field applies to ticket transactions, which is assigned to all the queues. I then open an exisitng ticket in the jumbo view, and attempt to choose one of the entries in the list and save the ticket. I then get a system error, with the text below: " error: Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /usr/share/request-tracker3.6/lib/RT/Record.pm line 1538. context: ... 1534: my $method = "${class}Obj"; 1535: $object = $object->$method; 1536: } 1537: 1538: return $object->Id; 1539: } 1540: 1541: 1542: =head2 CustomFieldLookupType ... code stack: /usr/share/request-tracker3.6/lib/RT/Record.pm:1538 /usr/share/request-tracker3.6/lib/RT/Record.pm:1519 /usr/share/request-tracker3.6/lib/RT/Record.pm:1597 /usr/share/request-tracker3.6/lib/RT/Record.pm:1579 /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:1300 /usr/share/request-tracker3.6/html/Ticket/ModifyAll.html:163 /usr/share/request-tracker3.6/html/autohandler:279 " raw error Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /usr/share/request-tracker3.6/lib/RT/Record.pm line 1538. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /usr/share/request-tracker3.6/lib/RT/Record.pm line 1538.^J') called at /usr/share/request-tracker3.6/lib/RT/Record.pm line 1538 RT::Record::_LookupId('RT::Transaction=HASH(0xa5a0160)', 'RT::Queue-RT::Ticket-RT::Transaction') called at /usr/share/request-tracker3.6/lib/RT/Record.pm line 1519 RT::Record::CustomFields('RT::Transaction=HASH(0xa5a0160)') called at /usr/share/request-tracker3.6/lib/RT/Record.pm line 1597 RT::Record::_AddCustomFieldValue('RT::Transaction=HASH(0xa5a0160)', 'Field', 1, 'Value', 'ttt Systems') called at /usr/share/request-tracker3.6/lib/RT/Record.pm line 1579 RT::Record::AddCustomFieldValue('RT::Transaction=HASH(0xa5a0160)', 'Field', 1, 'Value', 'ttt Systems') called at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 1300 HTML::Mason::Commands::ProcessObjectCustomFieldUpdates('Object', 'RT::Ticket=HASH(0xa6597c8)', 'ARGSRef', 'HASH(0xa5522c0)') called at /usr/share/request-tracker3.6/html/Ticket/ModifyAll.html line 163 HTML::Mason::Commands::__ANON__('Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '', 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa66217c)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5 522fc)', 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '', 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa66217c)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '', 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa66217c)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS H(0xa664390)', 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa66217c)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at /usr/share/request-tracker3.6/html/autohandler line 279 HTML::Mason::Commands::__ANON__('Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e caec4)', 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 1246 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', '12-MergeInto', '', 'UpdateSubject', 'custom field test', 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 459 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 459 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa 664390)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0xa664390)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0x96ba2c0)', 'Apache2::RequestRec=SCALAR(0xa618984)') called at /usr/share/request-tracker3.6/libexec/webmux.pl line 123 eval {...} at /usr/share/request-tracker3.6/libexec/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa618984)') called at -e line 0 eval {...} at -e line 0 From firas.batal at ericsson.com Mon Jun 9 21:29:19 2008 From: firas.batal at ericsson.com (Firas Batal) Date: Mon, 9 Jun 2008 21:29:19 -0400 Subject: [rt-users] Spaces not allowed in Custom Fields when generating tickets via e-mail Message-ID: <67048CBE51B1644D89DDD3B7C9F2D19E05BB73F9@ecamlmw720.eamcs.ericsson.se> Hi everyone, I am sending this email hopping that someone has encountered this anomaly before. We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10. I have installed RT::Extension::CommandByMail and the functionality is great. But, the mechanism fails when I need to set the values of a custom field that has spaces, as shown in below. The custom field could be set correctly using web UI, but not through emails! Status: open CustomField.{Request Type}: foo Have anyone encountered this before? Thanks Firas Batal -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Jun 9 23:48:48 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Jun 2008 23:48:48 -0400 Subject: [rt-users] RT 3.8.0 BETA 3 now available Message-ID: I'm pleased to announce the third beta release of RT 3.8.0. In the month since beta 2, we've resolved hundreds of tickets (some over 5 years old) and averaged over 10 commits per day. We're really, really hoping to release RT 3.8.0rc1 this Friday but can't do it without your help. Please test out beta 3 and report issues you run into. I'm particularly interested in those of you using Internet Explorer. I just lost a perfectly good evening to IE's quirks and completely redoing RT 3.8's IE compatibility layer. Did my evening of pain have any sort of positive impact? You can download the new version of RT here: http://download.bestpractical.com/pub/rt/devel/rt-3.7.86.tar.gz http://download.bestpractical.com/pub/rt/devel/rt-3.7.86.tar.gz.sig Best, Jesse The full, unedited commit log since beta 2 follows: ------------------------------------------------------------------------ r13103 | jesse | 2008-06-09 23:22:39 -0400 (Mon, 09 Jun 2008) | 3 lines * license tagger now has exceptions for scriptaculous and fckeditor ------------------------------------------------------------------------ r13102 | jesse | 2008-06-09 23:21:36 -0400 (Mon, 09 Jun 2008) | 3 lines * License tag updates ------------------------------------------------------------------------ r13101 | jesse | 2008-06-09 23:20:50 -0400 (Mon, 09 Jun 2008) | 3 lines * Remove incorrect Best Practical license from code we did not write ------------------------------------------------------------------------ r13100 | jesse | 2008-06-09 21:13:36 -0400 (Mon, 09 Jun 2008) | 3 lines * Not having a DTD in index.html broke the homepage on IE (It put IE into quirksmode) ------------------------------------------------------------------------ r13099 | jesse | 2008-06-09 21:13:31 -0400 (Mon, 09 Jun 2008) | 3 lines * Redid MSIE support to no longer require IE7.js ------------------------------------------------------------------------ r13098 | jesse | 2008-06-09 21:13:22 -0400 (Mon, 09 Jun 2008) | 3 lines * Code cleanup. Add "last" classes on menu items since IE has no pseudo elements ------------------------------------------------------------------------ r13097 | jesse | 2008-06-09 20:58:08 -0400 (Mon, 09 Jun 2008) | 3 lines * I gave kyoki bad advice to add newlines in the titleboxstart component ------------------------------------------------------------------------ r13096 | jesse | 2008-06-09 20:57:51 -0400 (Mon, 09 Jun 2008) | 3 lines * Try to avoid showing gnupg stuff on ticket create if we don't have gnupg enabled ------------------------------------------------------------------------ r13091 | kyoki | 2008-06-09 18:30:18 -0400 (Mon, 09 Jun 2008) | 10 lines fixed problem with queues only being shown one at a time replaced all calls to TicketList with calls to CollectionList RT-Ticket: 8407 RT-Status: Resolved RT-Update: Correspond Applied patch to make sortable result pages with CollectionList. Thanks Nicholas Clark (nick at ccl4.org) ------------------------------------------------------------------------ r13090 | ruz | 2008-06-09 18:17:53 -0400 (Mon, 09 Jun 2008) | 2 lines * add 'Bookmarked tickets' to default homepage, so all people system defaults will see it after upgrade ------------------------------------------------------------------------ r13089 | ruz | 2008-06-09 18:09:04 -0400 (Mon, 09 Jun 2008) | 1 line * report error only when there is one ------------------------------------------------------------------------ r13088 | jesse | 2008-06-09 17:25:11 -0400 (Mon, 09 Jun 2008) | 3 lines * Fix CollectionList's default count to not be 'one per page' ------------------------------------------------------------------------ r13087 | jesse | 2008-06-09 17:24:54 -0400 (Mon, 09 Jun 2008) | 1 line ------------------------------------------------------------------------ r13086 | jesse | 2008-06-09 17:24:14 -0400 (Mon, 09 Jun 2008) | 6 lines * Move GraphViz, GD and GnuPG checks into RT/Config.pm * make config post-checks run after we have a db and logging - this means that in case of badness in the db or logging config, we don't have a hook to clean it up ------------------------------------------------------------------------ r13085 | jesse | 2008-06-09 17:24:04 -0400 (Mon, 09 Jun 2008) | 1 line ------------------------------------------------------------------------ r13084 | jesse | 2008-06-09 17:23:37 -0400 (Mon, 09 Jun 2008) | 6 lines * Cleaned up GnuPG code a bit. * RT now disabled gnupg if it doesn't exist/work. ------------------------------------------------------------------------ r13083 | jesse | 2008-06-09 17:23:22 -0400 (Mon, 09 Jun 2008) | 1 line ------------------------------------------------------------------------ r13082 | jesse | 2008-06-09 17:23:07 -0400 (Mon, 09 Jun 2008) | 4 lines * Removed a useless 'trying to delete' message ------------------------------------------------------------------------ r13081 | jesse | 2008-06-09 17:23:02 -0400 (Mon, 09 Jun 2008) | 1 line ------------------------------------------------------------------------ r13080 | sartak | 2008-06-09 17:14:54 -0400 (Mon, 09 Jun 2008) | 3 lines Don't encode any textarea multiple times with FCKeditor ------------------------------------------------------------------------ r13079 | sartak | 2008-06-09 17:04:33 -0400 (Mon, 09 Jun 2008) | 3 lines Display TransactionBatch (DISABLED) in the scrip editor even if UseTransactionBatch is disabled. ------------------------------------------------------------------------ r13078 | sunnavy | 2008-06-09 16:52:37 -0400 (Mon, 09 Jun 2008) | 1 line check if sendmail exists ------------------------------------------------------------------------ r13077 | sunnavy | 2008-06-09 16:41:42 -0400 (Mon, 09 Jun 2008) | 1 line better description of SendmailPath ------------------------------------------------------------------------ r13076 | sunnavy | 2008-06-09 16:34:42 -0400 (Mon, 09 Jun 2008) | 1 line admin of mysql is root, of Pg is postgres ------------------------------------------------------------------------ r13075 | falcone | 2008-06-09 16:33:46 -0400 (Mon, 09 Jun 2008) | 5 lines * force mail to never invoke sendmail. if we shell out to a script that tries to send mail, it won't see RT::Test's in-memory munging of MailCommand ------------------------------------------------------------------------ r13074 | sunnavy | 2008-06-09 16:30:00 -0400 (Mon, 09 Jun 2008) | 1 line tiny text change ------------------------------------------------------------------------ r13073 | sartak | 2008-06-09 16:20:30 -0400 (Mon, 09 Jun 2008) | 3 lines Unescape internal quotes in PickCFs so that a queue with a quote in its name displays its CFs properly. rt3.fsck.com #9574. ------------------------------------------------------------------------ r13072 | sartak | 2008-06-09 15:54:02 -0400 (Mon, 09 Jun 2008) | 3 lines Prevent undef warning on "rt create" ------------------------------------------------------------------------ r13071 | sartak | 2008-06-09 15:42:26 -0400 (Mon, 09 Jun 2008) | 3 lines Update the field regex in the CLI ------------------------------------------------------------------------ r13070 | sartak | 2008-06-09 15:42:07 -0400 (Mon, 09 Jun 2008) | 3 lines Need to use LoadByName to get the correct name/queue behavior ------------------------------------------------------------------------ r13069 | sartak | 2008-06-09 15:41:58 -0400 (Mon, 09 Jun 2008) | 3 lines Add load_or_create_custom_field ------------------------------------------------------------------------ r13068 | falcone | 2008-06-09 15:38:02 -0400 (Mon, 09 Jun 2008) | 3 lines * remove duplicate $Query ------------------------------------------------------------------------ r13067 | kyoki | 2008-06-09 15:22:19 -0400 (Mon, 09 Jun 2008) | 5 lines RT-Ticket:8401 RT-Update: correspond applied patch from Anton Yuzhaninov ------------------------------------------------------------------------ r13066 | kyoki | 2008-06-09 15:22:14 -0400 (Mon, 09 Jun 2008) | 3 lines Final refactoring - TicketList now completely depends on CollectionList, which can replace it. ------------------------------------------------------------------------ r13065 | kyoki | 2008-06-09 15:20:39 -0400 (Mon, 09 Jun 2008) | 3 lines TicketList is now just a very small wrapper ------------------------------------------------------------------------ r13064 | kyoki | 2008-06-09 15:18:00 -0400 (Mon, 09 Jun 2008) | 3 lines Moved most of the code to CollectionList - TicketList is now just a wrapper. Still needs some work - the front display still isn't working ------------------------------------------------------------------------ r13063 | kyoki | 2008-06-09 15:17:18 -0400 (Mon, 09 Jun 2008) | 3 lines made TicketList dependent on CollectionList and removed some redundant code ------------------------------------------------------------------------ r13062 | kyoki | 2008-06-09 15:15:20 -0400 (Mon, 09 Jun 2008) | 3 lines moved everything into the INIT block + cosmetic changes ------------------------------------------------------------------------ r13061 | kyoki | 2008-06-09 15:06:48 -0400 (Mon, 09 Jun 2008) | 1 line ------------------------------------------------------------------------ r13060 | sunnavy | 2008-06-09 13:34:00 -0400 (Mon, 09 Jun 2008) | 1 line go on improving pod ------------------------------------------------------------------------ r13059 | sartak | 2008-06-09 13:33:52 -0400 (Mon, 09 Jun 2008) | 3 lines Allow : ( ) / in custom-field names in REST, refactor that regex into RT::Interface::REST->field_spec. rt3.fsck.com #8512. Patch originally from Jeff at ITA. ------------------------------------------------------------------------ r13058 | sunnavy | 2008-06-09 12:57:33 -0400 (Mon, 09 Jun 2008) | 1 line made comments in RT_Config.pm as pod ------------------------------------------------------------------------ r13057 | elacour | 2008-06-09 12:07:21 -0400 (Mon, 09 Jun 2008) | 4 lines Missed \n\r replace on vars for mason localization (break po files on share/html/Ticket/Elements/ShowUpdateStatus(55) for example). ------------------------------------------------------------------------ r13056 | elacour | 2008-06-09 11:59:57 -0400 (Mon, 09 Jun 2008) | 3 lines extract-message-catalog doesn't like multilines msgid. ------------------------------------------------------------------------ r13053 | elacour | 2008-06-09 11:41:08 -0400 (Mon, 09 Jun 2008) | 3 lines More #loc misses. ------------------------------------------------------------------------ r13052 | sunnavy | 2008-06-09 11:28:29 -0400 (Mon, 09 Jun 2008) | 1 line added hints of input in Install/Emails.html ------------------------------------------------------------------------ r13051 | elacour | 2008-06-09 11:25:04 -0400 (Mon, 09 Jun 2008) | 4 lines * Added more missings loc strings. * Typo in fr.po ------------------------------------------------------------------------ r13050 | sunnavy | 2008-06-09 11:21:34 -0400 (Mon, 09 Jun 2008) | 1 line cleaned up ------------------------------------------------------------------------ r13049 | sunnavy | 2008-06-09 11:18:31 -0400 (Mon, 09 Jun 2008) | 1 line move MaxAttachmentSize from email address page to email configuration page ------------------------------------------------------------------------ r13048 | elacour | 2008-06-09 11:14:24 -0400 (Mon, 09 Jun 2008) | 3 lines Added missing #loc ------------------------------------------------------------------------ r13047 | sunnavy | 2008-06-09 11:13:51 -0400 (Mon, 09 Jun 2008) | 1 line fixed a title inconsistent bug ------------------------------------------------------------------------ r13046 | elacour | 2008-06-09 11:01:58 -0400 (Mon, 09 Jun 2008) | 8 lines RT-Ticket: 9600 RT-Update: correspond RT-Status: resolved Skip requstors in One-time Ccs/Bccs. ------------------------------------------------------------------------ r13043 | jesse | 2008-06-09 10:06:58 -0400 (Mon, 09 Jun 2008) | 4 lines * Removed a useless 'trying to delete' message ------------------------------------------------------------------------ r13042 | jesse | 2008-06-09 10:06:39 -0400 (Mon, 09 Jun 2008) | 1 line ------------------------------------------------------------------------ r13041 | sunnavy | 2008-06-09 09:03:24 -0400 (Mon, 09 Jun 2008) | 1 line removed default values of CorrespondAddress and CommentAddress:RT_CorrespondAddressNotSet and RT_CommentAddressNotSet ------------------------------------------------------------------------ r13028 | sunnavy | 2008-06-07 11:09:23 -0400 (Sat, 07 Jun 2008) | 1 line updated texts in finish page: we have to restart web server if port changes ------------------------------------------------------------------------ r13027 | sunnavy | 2008-06-07 10:38:04 -0400 (Sat, 07 Jun 2008) | 1 line tiny fix ------------------------------------------------------------------------ r13026 | sunnavy | 2008-06-07 10:30:03 -0400 (Sat, 07 Jun 2008) | 1 line added domain and port configs in web installer ------------------------------------------------------------------------ r13025 | sunnavy | 2008-06-07 09:06:15 -0400 (Sat, 07 Jun 2008) | 1 line screw mail command: we only want sendmailpipe ------------------------------------------------------------------------ r13024 | sunnavy | 2008-06-07 08:59:25 -0400 (Sat, 07 Jun 2008) | 1 line improved texts ------------------------------------------------------------------------ r13023 | sunnavy | 2008-06-07 08:43:20 -0400 (Sat, 07 Jun 2008) | 1 line fixed some hints ------------------------------------------------------------------------ r13021 | jesse | 2008-06-07 02:37:52 -0400 (Sat, 07 Jun 2008) | 3 lines fix tests for I18N ------------------------------------------------------------------------ r13020 | elacour | 2008-06-07 02:24:26 -0400 (Sat, 07 Jun 2008) | 8 lines RT-Ticket: 7734 RT-Status: resolved RT-Update: correspond Applied patch from Todd Chapman to do more fine error checking. ------------------------------------------------------------------------ r13019 | jesse | 2008-06-07 02:05:52 -0400 (Sat, 07 Jun 2008) | 3 lines *style the ticket create page reasonably ok ------------------------------------------------------------------------ r13018 | jesse | 2008-06-07 02:02:31 -0400 (Sat, 07 Jun 2008) | 3 lines * Back down ticket cloning a bit to where users seemed to want it. clone refers to/referred to by but not other attributes ------------------------------------------------------------------------ r13016 | jesse | 2008-06-07 02:01:31 -0400 (Sat, 07 Jun 2008) | 3 lines * Perltidy ------------------------------------------------------------------------ r13015 | jesse | 2008-06-07 01:13:17 -0400 (Sat, 07 Jun 2008) | 4 lines * slight css tweak to lists ------------------------------------------------------------------------ r13014 | jesse | 2008-06-07 01:12:14 -0400 (Sat, 07 Jun 2008) | 3 lines * css padding in ticketlists ------------------------------------------------------------------------ r13013 | jesse | 2008-06-07 01:11:13 -0400 (Sat, 07 Jun 2008) | 3 lines * Actually use styles from subelements when rendering lists ------------------------------------------------------------------------ r13012 | jesse | 2008-06-07 00:17:27 -0400 (Sat, 07 Jun 2008) | 3 lines Removing a : and warnings avoidance ------------------------------------------------------------------------ r13011 | jesse | 2008-06-07 00:13:08 -0400 (Sat, 07 Jun 2008) | 3 lines * Lots of style cleanup for ticket search ui. (More procrastination of ticket update) ------------------------------------------------------------------------ r13010 | jesse | 2008-06-07 00:11:47 -0400 (Sat, 07 Jun 2008) | 3 lines * Before/After -> before/after ------------------------------------------------------------------------ r13009 | jesse | 2008-06-07 00:10:22 -0400 (Sat, 07 Jun 2008) | 3 lines * CSS styling of new widget-based forms ------------------------------------------------------------------------ r13008 | jesse | 2008-06-07 00:09:36 -0400 (Sat, 07 Jun 2008) | 3 lines * Removed the word 'contain' from the UI in favor of 'match', which is shorter and also used already for the same thing ------------------------------------------------------------------------ r13007 | jesse | 2008-06-07 00:07:52 -0400 (Sat, 07 Jun 2008) | 4 lines * Perltidy ------------------------------------------------------------------------ r13006 | jesse | 2008-06-07 00:06:35 -0400 (Sat, 07 Jun 2008) | 4 lines * Fix the shredder url * make shredder only show up from the ticket results page (not from all the individual ticket pages) ------------------------------------------------------------------------ r13005 | sartak | 2008-06-06 19:29:14 -0400 (Fri, 06 Jun 2008) | 3 lines Include bookmarked tickets on the home page by default. rt3.fsck.com #9577 ------------------------------------------------------------------------ r13004 | sartak | 2008-06-06 19:20:14 -0400 (Fri, 06 Jun 2008) | 3 lines Add an AmbiguousDayInFuture option, and make neither Past nor Future the default. The old default of Past screws up 12/12/09 fabulously. rt3.fsck.com #7201. ------------------------------------------------------------------------ r13003 | sartak | 2008-06-06 18:56:21 -0400 (Fri, 06 Jun 2008) | 3 lines Remove tabs from the values in the tsv export. rt3.fsck.com #9579. ------------------------------------------------------------------------ r13002 | sartak | 2008-06-06 18:48:31 -0400 (Fri, 06 Jun 2008) | 3 lines Don't re-encode the textarea for FCKeditor on "Save changes" button in Ticket/Update ------------------------------------------------------------------------ r13001 | sartak | 2008-06-06 18:48:21 -0400 (Fri, 06 Jun 2008) | 1 line ------------------------------------------------------------------------ r12998 | falcone | 2008-06-06 17:32:05 -0400 (Fri, 06 Jun 2008) | 4 lines * use IgnoreMissing flag on Dashboards also to suppress deleted Saved Searches ------------------------------------------------------------------------ r12997 | falcone | 2008-06-06 17:19:45 -0400 (Fri, 06 Jun 2008) | 9 lines RT-Ticket: 7844 RT-Update: correspond RT-Status: resolved * add an IgnoreMissing arg to ShowSearch and use it when displaying homepages so that if someone deletes a Saved Search you don't see a message like 'Saved Search RT::User-XXXX-SavedSearch-XX not found' ------------------------------------------------------------------------ r12994 | sartak | 2008-06-06 16:39:39 -0400 (Fri, 06 Jun 2008) | 3 lines Don't even try to replace all textareas with FCKeditor if we're running an incompatible browser version ------------------------------------------------------------------------ r12992 | jesse | 2008-06-06 16:32:06 -0400 (Fri, 06 Jun 2008) | 4 lines * Make the 'settings' tab of preferences the default * Fix tests to deal. ------------------------------------------------------------------------ r12991 | jesse | 2008-06-06 16:31:57 -0400 (Fri, 06 Jun 2008) | 3 lines * "Save Changes" ------------------------------------------------------------------------ r12990 | jesse | 2008-06-06 15:51:41 -0400 (Fri, 06 Jun 2008) | 3 lines * Remove the option I just cloned and renamed ------------------------------------------------------------------------ r12989 | jesse | 2008-06-06 15:28:44 -0400 (Fri, 06 Jun 2008) | 3 lines * Showing "ticket contains unread messages" is now a preference ------------------------------------------------------------------------ r12988 | jesse | 2008-06-06 15:27:58 -0400 (Fri, 06 Jun 2008) | 3 lines * css tweak to the "unread tickets" ------------------------------------------------------------------------ r12987 | jesse | 2008-06-06 14:56:09 -0400 (Fri, 06 Jun 2008) | 3 lines * cleaning up labels, fixing tests. ------------------------------------------------------------------------ r12986 | jesse | 2008-06-06 14:55:53 -0400 (Fri, 06 Jun 2008) | 3 lines * fix ticket_seen tests for new phrasing ------------------------------------------------------------------------ r12985 | jesse | 2008-06-06 14:55:46 -0400 (Fri, 06 Jun 2008) | 3 lines * Removing the preferences link breaks nav and tests. Another day. ------------------------------------------------------------------------ r12984 | jesse | 2008-06-06 13:36:29 -0400 (Fri, 06 Jun 2008) | 7 lines RT-Ticket: 9575 RT-Update: correspond RT-Status: resolved CSS font size improvements from elacour. Other style rejiggering to get things to line up again. ------------------------------------------------------------------------ r12983 | jesse | 2008-06-06 13:14:52 -0400 (Fri, 06 Jun 2008) | 3 lines * Start cleaning up the ticket reply page by removing words ------------------------------------------------------------------------ r12982 | jesse | 2008-06-06 13:14:46 -0400 (Fri, 06 Jun 2008) | 4 lines skip non-existent addresses when showing a list of possible addresses to cc/bcc ------------------------------------------------------------------------ r12980 | jesse | 2008-06-06 12:43:20 -0400 (Fri, 06 Jun 2008) | 3 lines * order my args right. ------------------------------------------------------------------------ r12979 | jesse | 2008-06-06 12:38:34 -0400 (Fri, 06 Jun 2008) | 3 lines * I know how html anchors work. really ------------------------------------------------------------------------ r12978 | jesse | 2008-06-06 12:23:15 -0400 (Fri, 06 Jun 2008) | 4 lines * Boldification of links, * Colorized 'ShowUpdateStatus' ------------------------------------------------------------------------ r12977 | jesse | 2008-06-06 12:23:05 -0400 (Fri, 06 Jun 2008) | 3 lines * styling the 'unread messages' box ------------------------------------------------------------------------ r12976 | jesse | 2008-06-06 12:23:00 -0400 (Fri, 06 Jun 2008) | 3 lines * Remove the duplicate preferences tab from RT's menus ------------------------------------------------------------------------ r12975 | jesse | 2008-06-06 12:22:57 -0400 (Fri, 06 Jun 2008) | 3 lines * Now we have action results on a yellow background in the webui. We are web 2.0. ------------------------------------------------------------------------ r12974 | elacour | 2008-06-06 12:11:40 -0400 (Fri, 06 Jun 2008) | 8 lines RT-Ticket: 5819 RT-Status: resolved RT-Update: correspond Fix QuickSearch on queues with quotes in name. ------------------------------------------------------------------------ r12973 | jesse | 2008-06-06 11:53:16 -0400 (Fri, 06 Jun 2008) | 3 lines * Remove the duplicate preferences tab from RT's menus ------------------------------------------------------------------------ r12972 | jesse | 2008-06-06 11:51:32 -0400 (Fri, 06 Jun 2008) | 3 lines * Now we have action results on a yellow background in the webui. We are web 2.0. ------------------------------------------------------------------------ r12967 | jesse | 2008-06-06 10:15:26 -0400 (Fri, 06 Jun 2008) | 3 lines * small style improvements to ticket display ------------------------------------------------------------------------ r12966 | jesse | 2008-06-06 10:14:39 -0400 (Fri, 06 Jun 2008) | 4 lines RT-Ticket: 9406 * Cleaning up ticket subject display ------------------------------------------------------------------------ r12949 | sartak | 2008-06-05 19:28:20 -0400 (Thu, 05 Jun 2008) | 3 lines Force some ./configure variables to be 1 or 0. GraphViz was empty for me which screwed up test-dependencies ------------------------------------------------------------------------ r12948 | sartak | 2008-06-05 19:23:18 -0400 (Thu, 05 Jun 2008) | 3 lines Correct the %INC short-circuit ------------------------------------------------------------------------ r12947 | sartak | 2008-06-05 19:22:15 -0400 (Thu, 05 Jun 2008) | 3 lines Display a message if GD is unavailable instead of an empty image (with plenty of errors) ------------------------------------------------------------------------ r12946 | sartak | 2008-06-05 19:22:03 -0400 (Thu, 05 Jun 2008) | 3 lines Check for GD in configure for use in test-dependencies ------------------------------------------------------------------------ r12945 | sartak | 2008-06-05 19:21:45 -0400 (Thu, 05 Jun 2008) | 3 lines Add a DisableGD option (which isn't yet used) ------------------------------------------------------------------------ r12942 | sartak | 2008-06-05 17:14:44 -0400 (Thu, 05 Jun 2008) | 3 lines Typo fix ------------------------------------------------------------------------ r12940 | sartak | 2008-06-05 17:14:30 -0400 (Thu, 05 Jun 2008) | 1 line ------------------------------------------------------------------------ r12938 | kyoki | 2008-06-05 17:04:49 -0400 (Thu, 05 Jun 2008) | 3 lines extracted TicketList paging to a reusable component ------------------------------------------------------------------------ r12937 | sartak | 2008-06-05 16:57:27 -0400 (Thu, 05 Jun 2008) | 3 lines Add a callback for adding new link types. Patch by Todd Chapman. Resolves #7177. ------------------------------------------------------------------------ r12936 | ruz | 2008-06-05 16:09:37 -0400 (Thu, 05 Jun 2008) | 1 line * bump dependencies ------------------------------------------------------------------------ r12931 | jesse | 2008-06-05 15:19:18 -0400 (Thu, 05 Jun 2008) | 3 lines * slightly less in the way of exploding UI when you shrink down the ticket search page ------------------------------------------------------------------------ r12930 | jesse | 2008-06-05 15:18:42 -0400 (Thu, 05 Jun 2008) | 3 lines * A bunch of small styling stuff that was annoying me ------------------------------------------------------------------------ r12929 | jesse | 2008-06-05 15:16:15 -0400 (Thu, 05 Jun 2008) | 1 line ------------------------------------------------------------------------ r12924 | alexmv | 2008-06-05 14:37:09 -0400 (Thu, 05 Jun 2008) | 3 lines * Fixups for queues qith apostrophes in them ------------------------------------------------------------------------ r12923 | alexmv | 2008-06-05 13:13:26 -0400 (Thu, 05 Jun 2008) | 8 lines RT-Ticket: 7573 RT-Status: resolved RT-Update: comment * Only highlight due dates in the past if the ticket is still active ------------------------------------------------------------------------ r12922 | alexmv | 2008-06-05 12:55:09 -0400 (Thu, 05 Jun 2008) | 8 lines RT-Ticket: 7223 RT-Status: resolved RT-Update: comment * Add Privileged and Disabled properties to users in REST interface ------------------------------------------------------------------------ r12920 | sunnavy | 2008-06-05 12:03:11 -0400 (Thu, 05 Jun 2008) | 1 line check if cfs are validate for "Quick ticket creation" too ------------------------------------------------------------------------ r12919 | elacour | 2008-06-05 11:17:51 -0400 (Thu, 05 Jun 2008) | 8 lines RT-Ticket: 9407 RT-Status: resolved RT-Update: correspond Add a js event to submit create ticket form on queue dropdown change. ------------------------------------------------------------------------ r12918 | elacour | 2008-06-05 11:15:04 -0400 (Thu, 05 Jun 2008) | 8 lines * Add accidentally removed owner write access to RT_SiteConfig.pm * Add tests on local/* dirs before trying to install them * Removed a "-D" install option leaved in the last commit Remove totally uneeded checks made in previous commit on local dir, "-cd ... &&" is enough! ------------------------------------------------------------------------ r12914 | elacour | 2008-06-05 10:38:33 -0400 (Thu, 05 Jun 2008) | 3 lines Don't set uneeded executable bit on etc/* files ------------------------------------------------------------------------ r12912 | elacour | 2008-06-05 04:11:30 -0400 (Thu, 05 Jun 2008) | 4 lines Fix "install" usage to be BSD compatible Make extensive use of @INSTALL@ instead of mkdir, cp ------------------------------------------------------------------------ r12910 | elacour | 2008-06-05 03:30:25 -0400 (Thu, 05 Jun 2008) | 3 lines Fix duplicate attribute and wrapping error from r12901 ------------------------------------------------------------------------ r12909 | kyoki | 2008-06-04 20:39:52 -0400 (Wed, 04 Jun 2008) | 3 lines undid accidental commit ------------------------------------------------------------------------ r12903 | ruz | 2008-06-04 18:39:25 -0400 (Wed, 04 Jun 2008) | 1 line * call rmtree only when we have $self->{'AttachmentDirs'} ------------------------------------------------------------------------ r12902 | kyoki | 2008-06-04 18:07:30 -0400 (Wed, 04 Jun 2008) | 3 lines added page numbers to the bottom of the search pages. ------------------------------------------------------------------------ r12901 | kyoki | 2008-06-04 18:07:22 -0400 (Wed, 04 Jun 2008) | 1 line ------------------------------------------------------------------------ r12889 | sunnavy | 2008-06-04 16:07:41 -0400 (Wed, 04 Jun 2008) | 1 line fixed not show msg bug if updatecontent is '0' ------------------------------------------------------------------------ r12888 | sunnavy | 2008-06-04 16:06:32 -0400 (Wed, 04 Jun 2008) | 1 line fixed not process msg bug if updatecontent is '0' ------------------------------------------------------------------------ r12887 | alexmv | 2008-06-04 15:56:37 -0400 (Wed, 04 Jun 2008) | 3 lines * Fix wrapping error ------------------------------------------------------------------------ r12886 | jesse | 2008-06-04 15:45:57 -0400 (Wed, 04 Jun 2008) | 2 lines * revert a removal which broke tab rendering in the search ui ------------------------------------------------------------------------ r12885 | falcone | 2008-06-04 15:34:47 -0400 (Wed, 04 Jun 2008) | 3 lines * die harders when you forget the RT_DBA* environment variables ------------------------------------------------------------------------ r12884 | falcone | 2008-06-04 15:34:27 -0400 (Wed, 04 Jun 2008) | 1 line ------------------------------------------------------------------------ r12883 | kyoki | 2008-06-04 15:28:33 -0400 (Wed, 04 Jun 2008) | 3 lines small grammar changes in the RT_Config file ------------------------------------------------------------------------ r12882 | alexmv | 2008-06-04 15:26:59 -0400 (Wed, 04 Jun 2008) | 3 lines * Use new-style config options for newly merged-in code ------------------------------------------------------------------------ r12881 | alexmv | 2008-06-04 15:25:37 -0400 (Wed, 04 Jun 2008) | 3 lines * Less shredder test boilerplate ------------------------------------------------------------------------ r12878 | falcone | 2008-06-04 14:05:50 -0400 (Wed, 04 Jun 2008) | 4 lines * add in missing Group search handling for the People portion of the Jumbo view ------------------------------------------------------------------------ r12877 | falcone | 2008-06-04 14:05:42 -0400 (Wed, 04 Jun 2008) | 3 lines * make some warnings stop ------------------------------------------------------------------------ r12876 | alexmv | 2008-06-04 14:02:57 -0400 (Wed, 04 Jun 2008) | 5 lines * Warnings avoidance * Overzealous commit ------------------------------------------------------------------------ r12875 | falcone | 2008-06-04 13:25:12 -0400 (Wed, 04 Jun 2008) | 6 lines * in the case that a user changes their email address or an admin tries to change a user's email address, tell them that the address is in use, rather than claiming that it is illegal ------------------------------------------------------------------------ r12874 | sartak | 2008-06-04 13:11:12 -0400 (Wed, 04 Jun 2008) | 3 lines Revert svk mismerge ------------------------------------------------------------------------ r12873 | sartak | 2008-06-04 13:03:52 -0400 (Wed, 04 Jun 2008) | 3 lines SuppressHeader in subcomponents' Abort() to avoid display errors ------------------------------------------------------------------------ r12872 | sartak | 2008-06-04 13:03:32 -0400 (Wed, 04 Jun 2008) | 3 lines Allow Abort to pass arbitrary arguments to the Error components, and add a SuppressHeader argument to Elements/Error ------------------------------------------------------------------------ r12871 | sartak | 2008-06-04 13:03:15 -0400 (Wed, 04 Jun 2008) | 1 line ------------------------------------------------------------------------ r12870 | sartak | 2008-06-04 13:02:47 -0400 (Wed, 04 Jun 2008) | 3 lines Make sure the correct ticket is displayed in the search results ------------------------------------------------------------------------ r12868 | kyoki | 2008-06-04 11:32:12 -0400 (Wed, 04 Jun 2008) | 3 lines small grammar fix in rt dependencies document ------------------------------------------------------------------------ r12864 | elacour | 2008-06-04 10:58:56 -0400 (Wed, 04 Jun 2008) | 8 lines RT-Ticket: 5781 RT-Status: resolved RT-Update: correspond Filter out .svn directories on "make install" ------------------------------------------------------------------------ r12860 | sunnavy | 2008-06-03 16:51:21 -0400 (Tue, 03 Jun 2008) | 1 line compile test for Installer.pm ------------------------------------------------------------------------ r12859 | falcone | 2008-06-03 16:31:17 -0400 (Tue, 03 Jun 2008) | 3 lines * add an option to disable/hide Reminders ------------------------------------------------------------------------ r12857 | falcone | 2008-06-03 15:43:03 -0400 (Tue, 03 Jun 2008) | 6 lines * fix mismerge in 12850 * revert handle merge * actually push fix for 12850 ------------------------------------------------------------------------ r12856 | sunnavy | 2008-06-03 15:42:15 -0400 (Tue, 03 Jun 2008) | 1 line fixed "Quick create does not set requestor" bug: we passed wrong Requestor arg ------------------------------------------------------------------------ r12855 | falcone | 2008-06-03 15:36:34 -0400 (Tue, 03 Jun 2008) | 3 lines * Add a configuration flag so you can turn off Ticket Status Updates ------------------------------------------------------------------------ r12854 | falcone | 2008-06-03 15:36:08 -0400 (Tue, 03 Jun 2008) | 1 line ------------------------------------------------------------------------ r12852 | alexmv | 2008-06-03 15:32:14 -0400 (Tue, 03 Jun 2008) | 4 lines * Quiet 'diag's unless we're running inver TEST_VERBOSE * Don't warn on opening an empty testing mailbox ------------------------------------------------------------------------ r12851 | falcone | 2008-06-03 15:29:37 -0400 (Tue, 03 Jun 2008) | 4 lines * don't load optional modules, this means tests pass when you don't have GraphViz installed ------------------------------------------------------------------------ r12850 | falcone | 2008-06-03 15:28:59 -0400 (Tue, 03 Jun 2008) | 1 line ------------------------------------------------------------------------ r12848 | sartak | 2008-06-03 14:22:07 -0400 (Tue, 03 Jun 2008) | 3 lines Failing test for merge then search failing ------------------------------------------------------------------------ r12847 | sartak | 2008-06-03 14:07:17 -0400 (Tue, 03 Jun 2008) | 3 lines Typo fix in a test name ------------------------------------------------------------------------ r12845 | alexmv | 2008-06-03 13:51:26 -0400 (Tue, 03 Jun 2008) | 3 lines * Prevent "masks earlier declaration in same scope" warning ------------------------------------------------------------------------ r12844 | alexmv | 2008-06-03 13:51:22 -0400 (Tue, 03 Jun 2008) | 3 lines * Warnings avoidance ------------------------------------------------------------------------ r12842 | alexmv | 2008-06-03 13:34:26 -0400 (Tue, 03 Jun 2008) | 3 lines * Gut lib/t/ and re-jigger t/data/ to make more sense. ------------------------------------------------------------------------ r12839 | sunnavy | 2008-06-03 13:09:26 -0400 (Tue, 03 Jun 2008) | 1 line refactor a bit, don't clobber existing irrelevant settings in RT_SiteConfig.pm either ------------------------------------------------------------------------ r12838 | falcone | 2008-06-03 12:47:49 -0400 (Tue, 03 Jun 2008) | 7 lines RT-Ticket: 7480 RT-Status: resolved RT-Update: correspond * duplicate postgres index removed ------------------------------------------------------------------------ r12837 | elacour | 2008-06-03 12:38:47 -0400 (Tue, 03 Jun 2008) | 8 lines RT-Ticket: 9409 RT-Status: resolved RT-Update: correspond Fix bad default submit when hitting enter in the PickCriteria text fields. ------------------------------------------------------------------------ r12836 | sunnavy | 2008-06-03 12:35:50 -0400 (Tue, 03 Jun 2008) | 1 line do not clobber document of RT_Site_Config.pm ------------------------------------------------------------------------ r12835 | elacour | 2008-06-03 12:11:26 -0400 (Tue, 03 Jun 2008) | 5 lines * Commit back LargeContent search for customfields * Fix SQL for MySQL (missing quotes) so it doesn't break anymore t/ ticket/search.t * Add tests for this ------------------------------------------------------------------------ r12834 | elacour | 2008-06-03 12:11:15 -0400 (Tue, 03 Jun 2008) | 3 lines Fixed case when CFs count == 1 ------------------------------------------------------------------------ r12833 | sartak | 2008-06-03 11:33:47 -0400 (Tue, 03 Jun 2008) | 3 lines Bump dep of HTTP-Server-Simple to 0.34 ------------------------------------------------------------------------ r12831 | sunnavy | 2008-06-03 11:19:02 -0400 (Tue, 03 Jun 2008) | 1 line compile test for Util.pm ------------------------------------------------------------------------ r12830 | sunnavy | 2008-06-03 11:12:53 -0400 (Tue, 03 Jun 2008) | 1 line fixed '0 is an invalid digest' when validating cf values ------------------------------------------------------------------------ r12828 | sunnavy | 2008-06-03 10:08:03 -0400 (Tue, 03 Jun 2008) | 1 line tiny fix ------------------------------------------------------------------------ r12825 | elacour | 2008-06-03 01:53:17 -0400 (Tue, 03 Jun 2008) | 6 lines * Add reminder tests. * Disable uneeded filter on queue in RT::Reminders::Collection * Move code to change reminders queue, after queue change of concerned ticket ------------------------------------------------------------------------ r12823 | alexmv | 2008-06-02 18:30:01 -0400 (Mon, 02 Jun 2008) | 3 lines * Trivial fix for a URL in the docs ------------------------------------------------------------------------ r12822 | sunnavy | 2008-06-02 18:29:16 -0400 (Mon, 02 Jun 2008) | 1 line wrap some methods of GraphViz object to get rid of FILENO error from FCGI ------------------------------------------------------------------------ r12821 | alexmv | 2008-06-02 18:29:05 -0400 (Mon, 02 Jun 2008) | 3 lines * More loc cleanup ------------------------------------------------------------------------ r12820 | alexmv | 2008-06-02 18:28:50 -0400 (Mon, 02 Jun 2008) | 3 lines * Remove unused and wrong (interpolates scalars) loc ------------------------------------------------------------------------ r12819 | sunnavy | 2008-06-02 18:24:48 -0400 (Mon, 02 Jun 2008) | 1 line lift safe_run_child out to Util.pm ------------------------------------------------------------------------ r12818 | alexmv | 2008-06-02 17:26:07 -0400 (Mon, 02 Jun 2008) | 3 lines * Fix a scalar interpolation in a loc string ------------------------------------------------------------------------ r12817 | alexmv | 2008-06-02 17:19:25 -0400 (Mon, 02 Jun 2008) | 3 lines * Fix a misplaced close paren and quote in a loc call ------------------------------------------------------------------------ r12816 | alexmv | 2008-06-02 17:07:50 -0400 (Mon, 02 Jun 2008) | 3 lines * Make us not pass a TODO test by accident ------------------------------------------------------------------------ r12815 | sartak | 2008-06-02 17:05:49 -0400 (Mon, 02 Jun 2008) | 3 lines Fix %ENV clearing at the HTTP::Server::Simple level ------------------------------------------------------------------------ r12814 | sartak | 2008-06-02 17:05:40 -0400 (Mon, 02 Jun 2008) | 1 line ------------------------------------------------------------------------ r12812 | alexmv | 2008-06-02 16:53:19 -0400 (Mon, 02 Jun 2008) | 4 lines * Fix tests for nulls coming last in Pg * Typo in queue creation also caused Pg to flip out ------------------------------------------------------------------------ r12811 | sartak | 2008-06-02 16:52:52 -0400 (Mon, 02 Jun 2008) | 3 lines The random POST failings were because %ENV was not being cleared between requests ------------------------------------------------------------------------ r12810 | sartak | 2008-06-02 16:52:21 -0400 (Mon, 02 Jun 2008) | 1 line ------------------------------------------------------------------------ r12809 | alexmv | 2008-06-02 15:10:33 -0400 (Mon, 02 Jun 2008) | 3 lines * Warning suppression for order-by a CF with no queue given ------------------------------------------------------------------------ r12808 | alexmv | 2008-06-02 14:53:57 -0400 (Mon, 02 Jun 2008) | 3 lines * Warnings avoidance ------------------------------------------------------------------------ r12807 | alexmv | 2008-06-02 14:53:51 -0400 (Mon, 02 Jun 2008) | 3 lines * We _like_ being able to return fields that have "0" as their value ------------------------------------------------------------------------ r12804 | sartak | 2008-06-02 13:31:13 -0400 (Mon, 02 Jun 2008) | 3 lines Print a banner in rt-server telling which port(s) are open for business ------------------------------------------------------------------------ r12803 | sartak | 2008-06-02 13:31:05 -0400 (Mon, 02 Jun 2008) | 1 line ------------------------------------------------------------------------ r12801 | alexmv | 2008-06-02 13:15:30 -0400 (Mon, 02 Jun 2008) | 3 lines * Warnings avoidance ------------------------------------------------------------------------ r12800 | alexmv | 2008-06-02 13:15:14 -0400 (Mon, 02 Jun 2008) | 3 lines * RFC3834 compliance (Auto-Submitted header) ------------------------------------------------------------------------ r12799 | sartak | 2008-06-02 12:34:13 -0400 (Mon, 02 Jun 2008) | 3 lines Remove reference in Makefile to RT_NET_SERVER which we removed ------------------------------------------------------------------------ r12798 | alexmv | 2008-06-02 12:25:21 -0400 (Mon, 02 Jun 2008) | 3 lines * Revert mismerge in 12796 ------------------------------------------------------------------------ r12797 | alexmv | 2008-06-02 12:22:21 -0400 (Mon, 02 Jun 2008) | 3 lines * Forward-port r12715 to 3.8 ------------------------------------------------------------------------ r12796 | alexmv | 2008-06-02 12:21:55 -0400 (Mon, 02 Jun 2008) | 1 line ------------------------------------------------------------------------ r12795 | sartak | 2008-06-02 12:21:03 -0400 (Mon, 02 Jun 2008) | 3 lines Remove some unreachable code from bin/rt-server.in - need new logic for automatically retrying a higher port ------------------------------------------------------------------------ r12794 | sartak | 2008-06-02 12:20:52 -0400 (Mon, 02 Jun 2008) | 3 lines Decrease the default log_level to avoid useless startup notifications ------------------------------------------------------------------------ r12793 | sartak | 2008-06-02 11:57:32 -0400 (Mon, 02 Jun 2008) | 3 lines Include rt-email-dashboards in the README ------------------------------------------------------------------------ r12792 | sartak | 2008-06-02 11:33:40 -0400 (Mon, 02 Jun 2008) | 3 lines Fix the dashboard URLs in rt-email-dashboards. Patch by Todd Chapman (#9490) ------------------------------------------------------------------------ r12791 | jesse | 2008-06-02 11:22:59 -0400 (Mon, 02 Jun 2008) | 3 lines * Test files from 3.6 that were merged by hand and not checked in ------------------------------------------------------------------------ r12790 | jesse | 2008-06-02 11:22:50 -0400 (Mon, 02 Jun 2008) | 3 lines * CSS Background fixes ------------------------------------------------------------------------ r12789 | jesse | 2008-06-02 11:21:55 -0400 (Mon, 02 Jun 2008) | 3 lines new gradient that doesn't trail to white ------------------------------------------------------------------------ r12788 | sunnavy | 2008-06-02 10:39:52 -0400 (Mon, 02 Jun 2008) | 1 line improved a regex ------------------------------------------------------------------------ r12787 | jesse | 2008-06-02 10:00:12 -0400 (Mon, 02 Jun 2008) | 3 lines * did not mean for title to have a red border ------------------------------------------------------------------------ r12786 | jesse | 2008-06-02 09:51:06 -0400 (Mon, 02 Jun 2008) | 3 lines * make sure we truncate the page title before the 'new ticket in' button ------------------------------------------------------------------------ r12785 | jesse | 2008-06-02 09:50:48 -0400 (Mon, 02 Jun 2008) | 3 lines * fix search ui on smaller screens ------------------------------------------------------------------------ r12784 | jesse | 2008-06-02 09:38:34 -0400 (Mon, 02 Jun 2008) | 3 lines * Misc sstyle cleanups for the 'web2' style ------------------------------------------------------------------------ r12783 | jesse | 2008-06-02 09:12:41 -0400 (Mon, 02 Jun 2008) | 3 lines * Turn off CSS::Squish in devel mode. ------------------------------------------------------------------------ r12782 | jesse | 2008-06-02 09:12:15 -0400 (Mon, 02 Jun 2008) | 3 lines * Quiet down a warning when we pass a bogus argument to Group- >HasMember ------------------------------------------------------------------------ r12781 | jesse | 2008-06-02 09:11:59 -0400 (Mon, 02 Jun 2008) | 3 lines * Testing needs IPC::Run3 ------------------------------------------------------------------------ r12780 | jesse | 2008-06-02 08:43:03 -0400 (Mon, 02 Jun 2008) | 4 lines * Work around a bug in Perl 5.10 which breaks Mason's ability to change inheritance. ------------------------------------------------------------------------ r12779 | jesse | 2008-06-02 08:25:08 -0400 (Mon, 02 Jun 2008) | 3 lines * Fix config file loader to work on Perl 5.10 ------------------------------------------------------------------------ r12778 | sunnavy | 2008-06-02 03:03:31 -0400 (Mon, 02 Jun 2008) | 1 line fix relative LogDir and GnuPG homedir ------------------------------------------------------------------------ r12777 | jesse | 2008-05-30 17:46:09 -0400 (Fri, 30 May 2008) | 1 line ------------------------------------------------------------------------ r12776 | jesse | 2008-05-30 17:44:37 -0400 (Fri, 30 May 2008) | 3 lines * small cleanups to the web2 style ------------------------------------------------------------------------ r12775 | jesse | 2008-05-30 17:44:19 -0400 (Fri, 30 May 2008) | 4 lines * make rich text editing per-user configurable. * fix the content-type returned by fckeditor's css files ------------------------------------------------------------------------ r12774 | jesse | 2008-05-30 17:44:02 -0400 (Fri, 30 May 2008) | 5 lines * Switch to the silver theme for fckeditor * Start fckeditor controls minimized * Make sure no user can ever choose comic sans ------------------------------------------------------------------------ r12773 | jesse | 2008-05-30 17:43:20 -0400 (Fri, 30 May 2008) | 1 line ------------------------------------------------------------------------ r12772 | jesse | 2008-05-30 17:42:53 -0400 (Fri, 30 May 2008) | 3 lines further attempts to make the ticket history styles not make me want to stab someone ------------------------------------------------------------------------ r12770 | falcone | 2008-05-30 16:56:18 -0400 (Fri, 30 May 2008) | 6 lines * By default, use what ENV says, otherwise when you run standalone httpd and it picks a high port for you (or you set one on the command line, it forces you back to port 80 since that is the default config option) ------------------------------------------------------------------------ r12769 | falcone | 2008-05-30 16:39:07 -0400 (Fri, 30 May 2008) | 4 lines * revert r12734 it causes t/ticket/search.t to fail all CF searches on mysql 4.1 ------------------------------------------------------------------------ r12765 | sunnavy | 2008-05-30 11:54:57 -0400 (Fri, 30 May 2008) | 1 line revert titlebox-state.js back ------------------------------------------------------------------------ r12764 | sunnavy | 2008-05-30 11:51:50 -0400 (Fri, 30 May 2008) | 1 line revert RT_Site_Config.pm ------------------------------------------------------------------------ r12763 | sunnavy | 2008-05-30 11:48:43 -0400 (Fri, 30 May 2008) | 1 line fully specify attribute values ------------------------------------------------------------------------ r12762 | sunnavy | 2008-05-30 11:45:50 -0400 (Fri, 30 May 2008) | 1 line get rid of superfluous encoding of XHTML attributes ------------------------------------------------------------------------ r12761 | sunnavy | 2008-05-30 11:34:45 -0400 (Fri, 30 May 2008) | 1 line improved the way of resolving relative lib path ------------------------------------------------------------------------ r12760 | elacour | 2008-05-30 10:12:03 -0400 (Fri, 30 May 2008) | 3 lines Applied s|
|
|g xhtml fixes from Jason Long. ------------------------------------------------------------------------ r12759 | sunnavy | 2008-05-30 09:01:00 -0400 (Fri, 30 May 2008) | 1 line show up hints of cf values in Modify.html and ModifyAll.html all the time ------------------------------------------------------------------------ r12758 | elacour | 2008-05-30 05:43:41 -0400 (Fri, 30 May 2008) | 4 lines Don't block the queue ticket move if a reminder move failed, just drop an error in the log. ------------------------------------------------------------------------ r12757 | sunnavy | 2008-05-30 05:29:45 -0400 (Fri, 30 May 2008) | 1 line imporved the name extract from email address a bit ------------------------------------------------------------------------ r12756 | sunnavy | 2008-05-30 03:54:51 -0400 (Fri, 30 May 2008) | 1 line fixed tests related to mails with contenttype of text/html: see the previous commit ------------------------------------------------------------------------ r12755 | sunnavy | 2008-05-30 03:46:58 -0400 (Fri, 30 May 2008) | 1 line we want to exclude the attachment that's been used as the content of message, not only text/plain, but all the text/ ------------------------------------------------------------------------ r12752 | sartak | 2008-05-29 15:43:20 -0400 (Thu, 29 May 2008) | 3 lines Fix the Makefile (again?) to install sbin/rt-server not bin/rt-server ------------------------------------------------------------------------ r12751 | sartak | 2008-05-29 14:12:05 -0400 (Thu, 29 May 2008) | 3 lines Missing line from the code move? ------------------------------------------------------------------------ r12750 | sartak | 2008-05-29 14:11:56 -0400 (Thu, 29 May 2008) | 3 lines Typo fix ------------------------------------------------------------------------ r12749 | sartak | 2008-05-29 13:22:41 -0400 (Thu, 29 May 2008) | 1 line ------------------------------------------------------------------------ r12748 | sartak | 2008-05-29 13:22:20 -0400 (Thu, 29 May 2008) | 3 lines Include "Standalone" in the config variable names for Net::Server ------------------------------------------------------------------------ r12747 | sartak | 2008-05-29 13:22:04 -0400 (Thu, 29 May 2008) | 1 line ------------------------------------------------------------------------ r12746 | sartak | 2008-05-29 13:21:42 -0400 (Thu, 29 May 2008) | 3 lines Net::Server::PreFork does want {min,max}_spare_servers specified ------------------------------------------------------------------------ r12745 | spang | 2008-05-29 13:20:03 -0400 (Thu, 29 May 2008) | 2 lines Net::Server::PreForking should really be Net::Server::PreFork in rt- test-dependencies ------------------------------------------------------------------------ r12744 | jesse | 2008-05-29 13:17:04 -0400 (Thu, 29 May 2008) | 4 lines * fix weird wrapping issues in ticket history ------------------------------------------------------------------------ r12743 | spang | 2008-05-29 13:16:03 -0400 (Thu, 29 May 2008) | 3 lines install standalone server by default revert the @FORKING@ lines I accidentally added in with my last commit ------------------------------------------------------------------------ r12742 | spang | 2008-05-29 13:01:20 -0400 (Thu, 29 May 2008) | 2 lines add help option to rt-test-dependencies ------------------------------------------------------------------------ r12741 | elacour | 2008-05-29 12:44:23 -0400 (Thu, 29 May 2008) | 3 lines Move the reminder queue change to RT::Ticket::SetQueue ------------------------------------------------------------------------ r12740 | sartak | 2008-05-29 12:23:07 -0400 (Thu, 29 May 2008) | 3 lines Net::Server::PreFork does want {min,max}_spare_servers specified ------------------------------------------------------------------------ r12739 | elacour | 2008-05-29 12:18:25 -0400 (Thu, 29 May 2008) | 8 lines RT-Ticket: 7764 RT-Status: resolved RT-Update: correspond Change corresponding reminders queue when we change a ticket queue. ------------------------------------------------------------------------ r12738 | sartak | 2008-05-29 11:59:32 -0400 (Thu, 29 May 2008) | 3 lines Make Net::Server a standalone dep, it doesn't need to be in configure ------------------------------------------------------------------------ r12737 | sartak | 2008-05-29 11:59:03 -0400 (Thu, 29 May 2008) | 1 line ------------------------------------------------------------------------ r12736 | jesse | 2008-05-29 11:49:52 -0400 (Thu, 29 May 2008) | 3 lines * slight style tweak to the advanced edit box for searches ------------------------------------------------------------------------ r12734 | elacour | 2008-05-29 10:54:56 -0400 (Thu, 29 May 2008) | 8 lines RT-Ticket: 7763 RT-Status: resolved RT-Update: correspond For CFs, search on LargeContent when Content is empty. ------------------------------------------------------------------------ r12733 | sunnavy | 2008-05-29 10:34:03 -0400 (Thu, 29 May 2008) | 1 line more note for $CanonicalizeRedirectURLs ------------------------------------------------------------------------ r12732 | sunnavy | 2008-05-29 10:29:39 -0400 (Thu, 29 May 2008) | 1 line added $CanonicalizeRedirectURLs to alter redirect behavior ------------------------------------------------------------------------ r12731 | jesse | 2008-05-29 10:29:32 -0400 (Thu, 29 May 2008) | 3 lines * Bugfix to the lastt change ------------------------------------------------------------------------ r12730 | jesse | 2008-05-29 10:29:20 -0400 (Thu, 29 May 2008) | 3 lines * Give tom and shawn back their visited ticket link colors ------------------------------------------------------------------------ r12729 | jesse | 2008-05-29 10:13:11 -0400 (Thu, 29 May 2008) | 3 lines * move shredder out of the 'tools' and into the menu ------------------------------------------------------------------------ r12728 | jesse | 2008-05-29 10:12:47 -0400 (Thu, 29 May 2008) | 3 lines * Silence a warning on an undefined attribute ------------------------------------------------------------------------ r12727 | jesse | 2008-05-29 09:22:45 -0400 (Thu, 29 May 2008) | 3 lines * re-enable css squish ------------------------------------------------------------------------ r12722 | alexmv | 2008-05-28 17:06:12 -0400 (Wed, 28 May 2008) | 3 lines * Add to ticket and search results headers; closing my rt3.fsck.com #6335 from 3.5 years ago ------------------------------------------------------------------------ r12721 | alexmv | 2008-05-28 17:06:02 -0400 (Wed, 28 May 2008) | 1 line ------------------------------------------------------------------------ r12720 | sartak | 2008-05-28 16:57:47 -0400 (Wed, 28 May 2008) | 3 lines Add --with-forking and its dependencies ------------------------------------------------------------------------ r12719 | jesse | 2008-05-28 15:51:16 -0400 (Wed, 28 May 2008) | 4 lines * remove "at (eval 23) line 6." from the testdeps output ------------------------------------------------------------------------ r12718 | alexmv | 2008-05-28 15:49:51 -0400 (Wed, 28 May 2008) | 3 lines * Fix SkipSignatureOnly for text/html ------------------------------------------------------------------------ r12717 | sartak | 2008-05-28 15:31:39 -0400 (Wed, 28 May 2008) | 3 lines Allow configuration of any Net::Server options with %NetServerOptions ------------------------------------------------------------------------ r12716 | sartak | 2008-05-28 15:20:06 -0400 (Wed, 28 May 2008) | 3 lines Provide some fork configuration of Net::Server in RT_Config ------------------------------------------------------------------------ r12714 | sartak | 2008-05-28 13:20:16 -0400 (Wed, 28 May 2008) | 3 lines Move bin/rt-server to sbin/rt-server ------------------------------------------------------------------------ r12713 | sartak | 2008-05-28 13:10:32 -0400 (Wed, 28 May 2008) | 3 lines Have configure and make process rt-server.in ------------------------------------------------------------------------ r12712 | sartak | 2008-05-28 13:10:09 -0400 (Wed, 28 May 2008) | 3 lines Begin adding rt-server.in ------------------------------------------------------------------------ r12711 | sartak | 2008-05-28 13:10:00 -0400 (Wed, 28 May 2008) | 3 lines Make Standalone's net_server an accessor ------------------------------------------------------------------------ r12710 | elacour | 2008-05-28 07:58:37 -0400 (Wed, 28 May 2008) | 8 lines RT-Ticket: 7890 RT-Status: open RT-Update: correspond Add "'" and "\" to TitleBox Ids escaped chars to avoid breaking JS. ------------------------------------------------------------------------ r12709 | sunnavy | 2008-05-28 05:20:45 -0400 (Wed, 28 May 2008) | 1 line we should process links part at last in Jumbo page ------------------------------------------------------------------------ r12708 | elacour | 2008-05-28 05:06:21 -0400 (Wed, 28 May 2008) | 3 lines Missing loc for RefreshHomePage title box ------------------------------------------------------------------------ r12707 | elacour | 2008-05-28 04:44:10 -0400 (Wed, 28 May 2008) | 3 lines Updated french translation for 3.8 ------------------------------------------------------------------------ r12706 | elacour | 2008-05-28 03:56:44 -0400 (Wed, 28 May 2008) | 3 lines Fix enabling/disabling group message (s/Enable status succceeded/ Group disabled|Group enabled/). ------------------------------------------------------------------------ r12704 | sunnavy | 2008-05-27 12:02:39 -0400 (Tue, 27 May 2008) | 1 line forgot to rename in Wrapper ------------------------------------------------------------------------ r12703 | sunnavy | 2008-05-27 11:56:21 -0400 (Tue, 27 May 2008) | 1 line renamed installation/ to Install/ ------------------------------------------------------------------------ r12702 | sunnavy | 2008-05-27 11:53:57 -0400 (Tue, 27 May 2008) | 1 line moved stuff in installation/ to Install/ ------------------------------------------------------------------------ r12701 | sunnavy | 2008-05-27 11:51:27 -0400 (Tue, 27 May 2008) | 1 line deleted obsolete Install dir ------------------------------------------------------------------------ r12700 | elacour | 2008-05-27 08:51:33 -0400 (Tue, 27 May 2008) | 4 lines Converted to utf-8 Fixed Content-Type, Last-Translator, Project-Id-Version ------------------------------------------------------------------------ r12699 | elacour | 2008-05-27 08:45:32 -0400 (Tue, 27 May 2008) | 4 lines Fix many errors reported by msgfmt! Run extract-message-catalog hr ------------------------------------------------------------------------ r12698 | sunnavy | 2008-05-27 07:47:55 -0400 (Tue, 27 May 2008) | 1 line added hr.po by joy at linux.hr ------------------------------------------------------------------------ r12649 | sartak | 2008-05-23 14:03:30 -0400 (Fri, 23 May 2008) | 3 lines Mention RT-Extension-RT2toRT3 in UPGRADING from 2.x ------------------------------------------------------------------------ r12648 | sartak | 2008-05-23 13:32:53 -0400 (Fri, 23 May 2008) | 3 lines #7646. Revert parts of r4068 which doesn't properly abort the usual browser behavior, and it doesn't increase compatibility anyway ------------------------------------------------------------------------ r12647 | sartak | 2008-05-23 13:17:29 -0400 (Fri, 23 May 2008) | 3 lines English pass on UPGRADING ------------------------------------------------------------------------ r12646 | sartak | 2008-05-23 13:04:04 -0400 (Fri, 23 May 2008) | 3 lines Patch from Todd Chappman, #9374. Fix missing $ ------------------------------------------------------------------------ r12645 | sunnavy | 2008-05-23 09:14:46 -0400 (Fri, 23 May 2008) | 1 line since we have the upgrade action now, updated the upgrade instruction ------------------------------------------------------------------------ r12639 | elacour | 2008-05-23 08:10:43 -0400 (Fri, 23 May 2008) | 8 lines RT-Ticket: 6823 RT-Update: correspond RT-Status: open Some xhtml fixes (checked -> checked="checked", selected -> selected="selected"). ------------------------------------------------------------------------ r12638 | sunnavy | 2008-05-23 06:24:49 -0400 (Fri, 23 May 2008) | 1 line insert action in rt-setup-database do not need dba and dba-password ------------------------------------------------------------------------ r12635 | sunnavy | 2008-05-23 05:42:06 -0400 (Fri, 23 May 2008) | 1 line we don't need ProcessSearchQuery any more ------------------------------------------------------------------------ r12632 | elacour | 2008-05-23 04:43:11 -0400 (Fri, 23 May 2008) | 3 lines Miising two files on commit for the Queue Customfields support :( ------------------------------------------------------------------------ r12626 | sunnavy | 2008-05-22 15:59:47 -0400 (Thu, 22 May 2008) | 1 line $Refresh are not always just a number, it can be "1;URL=$URL" ------------------------------------------------------------------------ r12625 | alexmv | 2008-05-22 15:37:06 -0400 (Thu, 22 May 2008) | 3 lines * Apply #7642, allowing links on non-ticket objects ------------------------------------------------------------------------ r12624 | alexmv | 2008-05-22 15:28:15 -0400 (Thu, 22 May 2008) | 3 lines * Apply a variant of #7643 -- HTTP basic auth support ------------------------------------------------------------------------ r12623 | sartak | 2008-05-22 15:06:45 -0400 (Thu, 22 May 2008) | 5 lines Patch from Todd Chapman. fsck.com #7729 Let SelectDate be more sticky by letting callers get around the default. Also make ShowTime be default on. ------------------------------------------------------------------------ r12622 | sartak | 2008-05-22 14:40:06 -0400 (Thu, 22 May 2008) | 3 lines Patch from Todd Chapman for a callback to add more CF validation regex. #7622 ------------------------------------------------------------------------ r12621 | sartak | 2008-05-22 13:26:00 -0400 (Thu, 22 May 2008) | 3 lines Add a post-ticketlist callback to Search/Bulk ------------------------------------------------------------------------ r12616 | elacour | 2008-05-22 08:46:11 -0400 (Thu, 22 May 2008) | 8 lines RT-Ticket: 9356 RT-Status: resolved RT-Update: correspond Add support for queues customfields. ------------------------------------------------------------------------ r12613 | alexmv | 2008-05-21 17:35:07 -0400 (Wed, 21 May 2008) | 3 lines * Apply rt3.fsck.com #7405 from Todd Chapman ------------------------------------------------------------------------ r12612 | alexmv | 2008-05-21 16:09:41 -0400 (Wed, 21 May 2008) | 3 lines * Whoops -- remove debug statements ------------------------------------------------------------------------ r12611 | alexmv | 2008-05-21 16:03:50 -0400 (Wed, 21 May 2008) | 3 lines * <%once> blocks are Often More Evil Than You Think ------------------------------------------------------------------------ r12610 | alexmv | 2008-05-21 15:25:41 -0400 (Wed, 21 May 2008) | 3 lines * Use the right replacement method for loc ------------------------------------------------------------------------ r12609 | alexmv | 2008-05-21 14:05:56 -0400 (Wed, 21 May 2008) | 3 lines * Implement rt3.fsck.com #6940 ------------------------------------------------------------------------ r12608 | alexmv | 2008-05-21 13:45:37 -0400 (Wed, 21 May 2008) | 9 lines RT-Ticket: 6002 RT-Status: resolved RT-Update: comment Applied to 3.8. Also, I think 'or' reads better than '||' -- so, neener neener, ticket #6002 peanut gallery! ------------------------------------------------------------------------ r12607 | sartak | 2008-05-21 12:15:35 -0400 (Wed, 21 May 2008) | 3 lines Flexibly parse date strings in REST ticket creation. Resolves #9049. ------------------------------------------------------------------------ r12606 | sartak | 2008-05-21 12:15:08 -0400 (Wed, 21 May 2008) | 1 line ------------------------------------------------------------------------ r12605 | sunnavy | 2008-05-21 11:40:08 -0400 (Wed, 21 May 2008) | 1 line better handle selectstatus in /SelfService/Update.html ------------------------------------------------------------------------ r12604 | sunnavy | 2008-05-21 11:36:31 -0400 (Wed, 21 May 2008) | 1 line we should set status after 'Add correspondence', or the ticket will be autoopen because of the 'On Correspond Open Tickets' scrip ------------------------------------------------------------------------ r12603 | alexmv | 2008-05-21 11:09:26 -0400 (Wed, 21 May 2008) | 3 lines * Small mismerge in 3.6 -> 3.8 ------------------------------------------------------------------------ r12602 | sunnavy | 2008-05-21 08:43:38 -0400 (Wed, 21 May 2008) | 1 line doc update ------------------------------------------------------------------------ r12596 | sunnavy | 2008-05-21 05:38:41 -0400 (Wed, 21 May 2008) | 3 lines multiple lines support for args like text='1st line, 2nd line, 3rd line!' ------------------------------------------------------------------------ r12593 | sunnavy | 2008-05-21 03:53:24 -0400 (Wed, 21 May 2008) | 1 line no js/ie7 but js/IE7 ------------------------------------------------------------------------ r12575 | jesse | 2008-05-21 01:43:50 -0400 (Wed, 21 May 2008) | 4 lines r31795 at 31b: jesse | 2008-05-21 13:41:09 +0800 * dealt with divergent code in custom field lookups between 3.6 and 3.8 ------------------------------------------------------------------------ r12574 | jesse | 2008-05-21 01:43:34 -0400 (Wed, 21 May 2008) | 3 lines r31794 at 31b: jesse | 2008-05-21 12:11:37 +0800 * cleanups to mismerge of tests ------------------------------------------------------------------------ r12573 | jesse | 2008-05-21 01:43:10 -0400 (Wed, 21 May 2008) | 3 lines r31793 at 31b: jesse | 2008-05-21 11:45:28 +0800 * Merge down from RT 3.6. (Except for tests. those will come in the next commit) ------------------------------------------------------------------------ r12572 | sunnavy | 2008-05-21 00:06:00 -0400 (Wed, 21 May 2008) | 1 line cleaned up ------------------------------------------------------------------------ r12571 | sunnavy | 2008-05-21 00:04:06 -0400 (Wed, 21 May 2008) | 1 line do not need DevelMode any more, we just delete $INC{'RT_SiteConfig.pm'} manually ------------------------------------------------------------------------ r12570 | sunnavy | 2008-05-21 00:01:52 -0400 (Wed, 21 May 2008) | 1 line do not need DevelMode any more, we just delete $INC{'RT_SiteConfig.pm'} manually ------------------------------------------------------------------------ r12569 | alexmv | 2008-05-20 18:39:41 -0400 (Tue, 20 May 2008) | 3 lines * Only wrap encoded versions in quotes if they don't already have them ------------------------------------------------------------------------ r12568 | alexmv | 2008-05-20 17:35:27 -0400 (Tue, 20 May 2008) | 3 lines * A little more message catalog cleanup for r12567 ------------------------------------------------------------------------ r12567 | elacour | 2008-05-20 17:20:26 -0400 (Tue, 20 May 2008) | 8 lines RT-Ticket: 5195 RT-Status: resolved RT-Update: correspond Print object name when adding a member to a group ------------------------------------------------------------------------ r12566 | alexmv | 2008-05-20 16:43:44 -0400 (Tue, 20 May 2008) | 3 lines * Make the NewUser callback actually useful ------------------------------------------------------------------------ r12565 | alexmv | 2008-05-20 15:46:07 -0400 (Tue, 20 May 2008) | 3 lines * DefaultQueue preference ------------------------------------------------------------------------ r12564 | alexmv | 2008-05-20 15:45:44 -0400 (Tue, 20 May 2008) | 1 line ------------------------------------------------------------------------ r12562 | sartak | 2008-05-20 14:49:27 -0400 (Tue, 20 May 2008) | 3 lines Remove an unclosed fold ------------------------------------------------------------------------ r12561 | sartak | 2008-05-20 14:49:14 -0400 (Tue, 20 May 2008) | 1 line ------------------------------------------------------------------------ r12560 | alexmv | 2008-05-20 14:11:43 -0400 (Tue, 20 May 2008) | 5 lines * Avoid double timezone-offset by moving default due code to one place * Make default due date work if there is no Due field submitted, like quick create ------------------------------------------------------------------------ r12559 | sartak | 2008-05-20 14:10:56 -0400 (Tue, 20 May 2008) | 3 lines Example of setting due date in bin/rt ------------------------------------------------------------------------ r12558 | sartak | 2008-05-20 14:10:49 -0400 (Tue, 20 May 2008) | 3 lines Use Time::ParseDate in the REST form update (instead of expecting the user to give us a SQL date) ------------------------------------------------------------------------ r12557 | sartak | 2008-05-20 14:10:37 -0400 (Tue, 20 May 2008) | 1 line ------------------------------------------------------------------------ r12556 | alexmv | 2008-05-20 13:37:44 -0400 (Tue, 20 May 2008) | 8 lines RT-Ticket: 6729 RT-Status: resolved * Perltidy (initially to just kill the tabs) * Superusers can see other superusers in owner dropdowns * Always include current owner in owner dropdown ------------------------------------------------------------------------ r12555 | sartak | 2008-05-20 13:19:14 -0400 (Tue, 20 May 2008) | 3 lines Give t/clicky.t a test plan ------------------------------------------------------------------------ r12554 | sartak | 2008-05-20 13:19:05 -0400 (Tue, 20 May 2008) | 1 line ------------------------------------------------------------------------ r12553 | alexmv | 2008-05-20 12:58:35 -0400 (Tue, 20 May 2008) | 3 lines * Use $RT::VarPath as the root for tempdirs, in case /tmp isn't writable ------------------------------------------------------------------------ r12552 | sartak | 2008-05-20 12:22:30 -0400 (Tue, 20 May 2008) | 3 lines Give the due date in the user's timezone when setting a DefaultDueIn, because that's what the rest of the system expects ------------------------------------------------------------------------ r12551 | elacour | 2008-05-20 11:54:56 -0400 (Tue, 20 May 2008) | 6 lines * Be consistent with text tabs between Admin/Global/CustomFields/ index.html and Admin/Elements/GlobalCustomFieldTabs. * Indent cleanup. ------------------------------------------------------------------------ r12550 | sartak | 2008-05-20 11:31:34 -0400 (Tue, 20 May 2008) | 3 lines Avoid need to use Module::Refresh on RT::Handle by making its require-and-subclass logic a method ------------------------------------------------------------------------ r12546 | sunnavy | 2008-05-20 02:48:37 -0400 (Tue, 20 May 2008) | 8 lines r12608 at sunnavys-mb: sunnavy | 2008-05-20 14:42:41 +0800 RT-Ticket: 9095 RT-Status: resolved Autoreply.pm duplicates a large sub (SetReturnAddress) from SendEmail.pm for a single line of code change. should be refactored ------------------------------------------------------------------------ r12540 | alexmv | 2008-05-19 17:53:37 -0400 (Mon, 19 May 2008) | 6 lines * Use /Elements/Header on logout so we get no-cache headers * Style the logout box a bit * clobber CurrentUser after logout so header bar says we are logged out * Add missing on login ------------------------------------------------------------------------ r12539 | alexmv | 2008-05-19 16:59:58 -0400 (Mon, 19 May 2008) | 3 lines * Remove newlines from logging messages ------------------------------------------------------------------------ r12538 | alexmv | 2008-05-19 16:00:48 -0400 (Mon, 19 May 2008) | 3 lines * Remove LoadByURI, which was deprecated, unworking, and unused since 2.0 ------------------------------------------------------------------------ r12536 | sartak | 2008-05-19 13:15:42 -0400 (Mon, 19 May 2008) | 3 lines More tests for subscribing and unsubscribing ------------------------------------------------------------------------ r12535 | sartak | 2008-05-19 13:13:05 -0400 (Mon, 19 May 2008) | 3 lines Report dashboard name instead of ID in unsubscribe ------------------------------------------------------------------------ r12534 | sartak | 2008-05-19 12:11:02 -0400 (Mon, 19 May 2008) | 3 lines Little cleanups in rt-email-dashboards.in ------------------------------------------------------------------------ r12532 | sunnavy | 2008-05-19 10:38:44 -0400 (Mon, 19 May 2008) | 3 lines r12602 at sunnavys-mb: sunnavy | 2008-05-19 22:37:18 +0800 removed todo labels for tests that passed ------------------------------------------------------------------------ r12527 | sunnavy | 2008-05-19 09:16:27 -0400 (Mon, 19 May 2008) | 3 lines r12598 at sunnavys-mb: sunnavy | 2008-05-19 21:12:34 +0800 sequence "attachments_id_seq" only supports USAGE, SELECT, and UPDATE ------------------------------------------------------------------------ r12526 | sunnavy | 2008-05-19 09:16:07 -0400 (Mon, 19 May 2008) | 3 lines r12597 at sunnavys-mb: sunnavy | 2008-05-19 21:11:36 +0800 updated test because of layout change( html->share/html ) ------------------------------------------------------------------------ r12525 | elacour | 2008-05-19 08:37:06 -0400 (Mon, 19 May 2008) | 1 line More html -> share/html fixes. ------------------------------------------------------------------------ r12524 | sunnavy | 2008-05-19 08:08:04 -0400 (Mon, 19 May 2008) | 3 lines r12593 at sunnavys-mb: sunnavy | 2008-05-19 19:58:29 +0800 tiny fix ------------------------------------------------------------------------ r12523 | sunnavy | 2008-05-19 08:07:36 -0400 (Mon, 19 May 2008) | 3 lines r12592 at sunnavys-mb: sunnavy | 2008-05-19 13:51:28 +0800 html lives in share/html ------------------------------------------------------------------------ r12484 | sunnavy | 2008-05-17 09:02:47 -0400 (Sat, 17 May 2008) | 1 line fixed a weird bug with a weird way ;) ------------------------------------------------------------------------ r12482 | sunnavy | 2008-05-17 08:54:43 -0400 (Sat, 17 May 2008) | 4 lines need save config in DatabaseType.html, or the LoadConfig in the next page won't go well, even it save config there before LoadConfig. don't know the the reason right now. ------------------------------------------------------------------------ r12481 | sunnavy | 2008-05-17 08:46:31 -0400 (Sat, 17 May 2008) | 1 line refactor a bit ------------------------------------------------------------------------ r12420 | sunnavy | 2008-05-17 02:28:52 -0400 (Sat, 17 May 2008) | 1 line Connection succeeded is likley most right ------------------------------------------------------------------------ r12419 | sunnavy | 2008-05-17 02:04:57 -0400 (Sat, 17 May 2008) | 1 line better words ------------------------------------------------------------------------ r12365 | sunnavy | 2008-05-16 02:58:29 -0400 (Fri, 16 May 2008) | 1 line bug fix ------------------------------------------------------------------------ r12361 | sunnavy | 2008-05-16 01:01:46 -0400 (Fri, 16 May 2008) | 1 line need to require RT::Installer since we use it in bin/standalone_httpd ------------------------------------------------------------------------ r12359 | elacour | 2008-05-15 17:01:16 -0400 (Thu, 15 May 2008) | 3 lines Add missing WebPath for images links in web2 css. ------------------------------------------------------------------------ r12357 | ruz | 2008-05-15 12:57:14 -0400 (Thu, 15 May 2008) | 1 line * update po files ------------------------------------------------------------------------ r12356 | ruz | 2008-05-15 12:38:35 -0400 (Thu, 15 May 2008) | 1 line * minor fixes of po files using msgfmt -c ------------------------------------------------------------------------ r12345 | sunnavy | 2008-05-15 08:22:22 -0400 (Thu, 15 May 2008) | 1 line make relative be default layout ------------------------------------------------------------------------ r12343 | sunnavy | 2008-05-15 07:41:13 -0400 (Thu, 15 May 2008) | 1 line tiny fix ------------------------------------------------------------------------ r12342 | sunnavy | 2008-05-15 07:30:43 -0400 (Thu, 15 May 2008) | 1 line catdir seems better ------------------------------------------------------------------------ r12341 | sartak | 2008-05-15 07:25:07 -0400 (Thu, 15 May 2008) | 3 lines Actually, it's probably not a big deal to chmod -w, since install only happens on standalone httpd ------------------------------------------------------------------------ r12340 | sartak | 2008-05-15 07:24:56 -0400 (Thu, 15 May 2008) | 3 lines Die if the configuration exists but is unwritable ------------------------------------------------------------------------ r12339 | sartak | 2008-05-15 07:24:45 -0400 (Thu, 15 May 2008) | 4 lines More prose fixes. Explain why chmod -w is a good idea ------------------------------------------------------------------------ r12338 | sartak | 2008-05-15 07:13:56 -0400 (Thu, 15 May 2008) | 3 lines List the full path of the config file in the finish page; make the config file a method in RT::Installer ------------------------------------------------------------------------ r12337 | sartak | 2008-05-15 07:04:14 -0400 (Thu, 15 May 2008) | 3 lines Misc prose fixes ------------------------------------------------------------------------ r12336 | sartak | 2008-05-15 06:53:50 -0400 (Thu, 15 May 2008) | 3 lines Prefer separate words to CamelCase in config descriptions ------------------------------------------------------------------------ r12335 | sartak | 2008-05-15 06:53:43 -0400 (Thu, 15 May 2008) | 3 lines Better success/error messages in writing to site config ------------------------------------------------------------------------ r12334 | sartak | 2008-05-15 06:53:34 -0400 (Thu, 15 May 2008) | 3 lines Print only defined configuration into the generated site config ------------------------------------------------------------------------ r12333 | sartak | 2008-05-15 06:36:26 -0400 (Thu, 15 May 2008) | 3 lines Fix Install RT link (though sending people to installation.com is kinda funny :) ) ------------------------------------------------------------------------ r12332 | sartak | 2008-05-15 06:27:22 -0400 (Thu, 15 May 2008) | 3 lines English pass on the database details form ------------------------------------------------------------------------ r12331 | sartak | 2008-05-15 06:23:39 -0400 (Thu, 15 May 2008) | 3 lines English pass on the database details install page ------------------------------------------------------------------------ r12330 | sartak | 2008-05-15 06:08:23 -0400 (Thu, 15 May 2008) | 3 lines Prevent an undef warning ------------------------------------------------------------------------ r12324 | sunnavy | 2008-05-15 05:59:30 -0400 (Thu, 15 May 2008) | 1 line updated Makefile.in for the layout change stuff ------------------------------------------------------------------------ r12323 | sartak | 2008-05-15 05:47:17 -0400 (Thu, 15 May 2008) | 3 lines couldn't be find -> couldn't be found ------------------------------------------------------------------------ r12322 | ruz | 2008-05-15 05:42:43 -0400 (Thu, 15 May 2008) | 4 lines * fix error message as it was wrong * indent ------------------------------------------------------------------------ r12314 | ruz | 2008-05-14 12:14:04 -0400 (Wed, 14 May 2008) | 3 lines * ask for RT version, we don't know how to guess ------------------------------------------------------------------------ r12313 | ruz | 2008-05-14 12:13:53 -0400 (Wed, 14 May 2008) | 3 lines * initial support of upgrade action ------------------------------------------------------------------------ r12312 | ruz | 2008-05-14 12:13:41 -0400 (Wed, 14 May 2008) | 3 lines * prepare for upgrade action ------------------------------------------------------------------------ r12311 | ruz | 2008-05-14 12:13:30 -0400 (Wed, 14 May 2008) | 3 lines * db compatibility checks have been moved into handle ------------------------------------------------------------------------ r12310 | ruz | 2008-05-14 12:13:20 -0400 (Wed, 14 May 2008) | 3 lines * each command must have trailing ';' ------------------------------------------------------------------------ r12309 | sunnavy | 2008-05-14 09:43:40 -0400 (Wed, 14 May 2008) | 1 line updated config.layout: html is share/html in inplace layout ------------------------------------------------------------------------ r12308 | sunnavy | 2008-05-14 09:22:46 -0400 (Wed, 14 May 2008) | 1 line source layout change! html now lives in share/html ------------------------------------------------------------------------ r12203 | ruz | 2008-05-09 17:48:42 -0400 (Fri, 09 May 2008) | 1 line * alter table is case sensetive in Pg, thanks to Mat Brletic ------------------------------------------------------------------------ r12192 | jesse | 2008-05-09 12:42:52 -0400 (Fri, 09 May 2008) | 3 lines typo fix ------------------------------------------------------------------------ r12188 | ruz | 2008-05-09 12:25:23 -0400 (Fri, 09 May 2008) | 1 line * document shrinking CGM table ------------------------------------------------------------------------ r12187 | ruz | 2008-05-09 11:50:50 -0400 (Fri, 09 May 2008) | 1 line * refactor scrip and use transactions to protect recursive deletions ------------------------------------------------------------------------ r12186 | ruz | 2008-05-09 10:42:55 -0400 (Fri, 09 May 2008) | 1 line * add CGM table shrinker ------------------------------------------------------------------------ r12185 | ruz | 2008-05-09 10:41:50 -0400 (Fri, 09 May 2008) | 2 lines * don't create CGM records for short loop record. We create such records for groups. ------------------------------------------------------------------------ r12150 | sunnavy | 2008-05-08 06:52:11 -0400 (Thu, 08 May 2008) | 1 line $WebURL has trailing '/' ------------------------------------------------------------------------ r12149 | elacour | 2008-05-08 03:28:27 -0400 (Thu, 08 May 2008) | 3 lines Added missing webpath for non-root installations. -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From geek+rt at cmu.edu Tue Jun 10 03:54:28 2008 From: geek+rt at cmu.edu (Brian Gallew) Date: Tue, 10 Jun 2008 10:54:28 +0300 Subject: [rt-users] RT 3.8.0 BETA 3 now available In-Reply-To: References: Message-ID: <484E3334.2010305@cmu.edu> Jesse Vincent wrote: > I'm pleased to announce the third beta release of RT 3.8.0. In the > month since beta 2, we've resolved hundreds of tickets (some over 5 > years old) and averaged over 10 commits per day. We're really, really > hoping to release RT 3.8.0rc1 this Friday but can't do it without your > help. Please test out beta 3 and report issues you run into. First nit: "make upgrade" fails, because rt-server doesn't already exist in the old installation. Copying it in by hand makes it all better, of course. Second issue: IPC::Run::SafeHandles is missed in the dependencies if GraphViz is enabled. Third issue (probably not widespread): if you use an external authentication mechanism like PubCookie, GraphViz images don't show in Safari (Firefox does the right thing) because when Safari load the "image", it really gets an HTML page re-directing it to the auth server, which will eventually send it back to the original location with an improved cookie, which will then load the image. It's sad, really. I blame Safari. > I'm particularly interested in those of you using Internet Explorer. I > just lost a perfectly good evening to IE's quirks and completely redoing > RT 3.8's IE compatibility layer. Did my evening of pain have any sort of > positive impact? With MSIE 6.0.2900.blahblahblah there is some minor, but annoying overlap of all the panes containing tickets on the RT at a Glance page. The ticket view is *great* except for an overlap in Comments where the first word of the comment overlaps the dark blue box with the #. This looks great! From richih.mailinglist at gmail.com Tue Jun 10 05:52:17 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 10 Jun 2008 11:52:17 +0200 Subject: [rt-users] Migraton from 3.4 to 3.8? Message-ID: <2d460de70806100252m82c2d98s73498e1a985af6ea@mail.gmail.com> Hi all, I just wanted to check that a migration from 3.4 to 3.8 is going to be supported, i.e. that if there is a need for database conversion, the tools are provided by upstream. Thanks a lot, can't wait to use 3.8 :) Richard From richih.mailinglist at gmail.com Tue Jun 10 05:55:39 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 10 Jun 2008 11:55:39 +0200 Subject: [rt-users] Does RT support MySQL's full-text search? Message-ID: <2d460de70806100255m47591b88y7f31927d3411d2b8@mail.gmail.com> Hi all, I was wondering if RT supports MySQL's full text search feature [1]. As we are still using 3.4, I can not check this, myself. Thanks for any hints/links, Richard [1] http://dev.mysql.com/doc/refman/5.0/en/fulltext-search.html From ruz at bestpractical.com Tue Jun 10 06:09:01 2008 From: ruz at bestpractical.com (ruz at bestpractical.com) Date: Tue, 10 Jun 2008 14:09:01 +0400 Subject: [rt-users] Migraton from 3.4 to 3.8? In-Reply-To: <2d460de70806100252m82c2d98s73498e1a985af6ea@mail.gmail.com> References: <2d460de70806100252m82c2d98s73498e1a985af6ea@mail.gmail.com> Message-ID: <589c94400806100309p261ec3bej517195510a68314f@mail.gmail.com> Migration is supported. And it's really good time to check it on copy of your DB. On 6/10/08, Richard Hartmann wrote: > Hi all, > > I just wanted to check that a migration from 3.4 to 3.8 is going > to be supported, i.e. that if there is a need for database conversion, > the tools are provided by upstream. > > > Thanks a lot, can't wait to use 3.8 :) > 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 ltning at anduin.net Tue Jun 10 06:44:03 2008 From: ltning at anduin.net (=?ISO-8859-1?Q?Eirik_=D8verby?=) Date: Tue, 10 Jun 2008 12:44:03 +0200 Subject: [rt-users] No users listed in "Owner" dropdowns In-Reply-To: <2B6EDD5B-DF4E-4BDF-AE0F-213750B4B83D@anduin.net> References: <2B6EDD5B-DF4E-4BDF-AE0F-213750B4B83D@anduin.net> Message-ID: Followup: I have now even erased the database, re-initialized it, and created only a barebone set of queues, users and groups. I have modeled this closely after the working RT instance I have, and made sure the configuration (RT_SiteConfig) is the same on both systems. I still see the same problem - no users are listed in the "owner" dropdowns, anywhere. Not even for the superuser! Anyone? Thanks, /Eirik On Jun 10, 2008, at 01:11, Eirik ?verby wrote: > Hi all, > > I have been struggling for a few days trying to figure out why one of > my RT installations don't show any other users than "Nobody" in > "Owner" dropdowns. The most immediate effect of this is that any > "Basic" or "People" change to a ticket will result in an owner change > to "Nobody", as not even the current owner is listed. Needless to say, > this is frustrating for both the users and the support staff. > > I've gone through and verified (against a working RT installation) > that queue and group rights are set up adequately. In particular, I > have given the "OwnTicket" right to the appropriate users. I've even > attempted to give "broad rights" - however even giving superuser > rights to a named user, the "Privileged" group or any other gorup does > not help. > > I'm almost beginning to suspect database corruption or some kind of > bug in RT, however I do not feel even remotely experienced enough to > claim this with any weight - so I'm still defaulting to thinking this > is a mistake on my part somehow. > > All other aspects of RT is working fine; and on the other > installations I have even the above is working as it should. > > Technical information: > All RT instances, good and bad, are running on FreeBSD 7.0-STABLE. > They are all installed from packages built from the ports system then > distributed - in other words the *exact* same builds of both RT and > supporting packages, all the way down to OS and database. > Configurations of webserver etc. are somewhat different, but should > not be a factor in this. > > Any help would be greatly appreciated. > > Thanks, and with best regards > Eirik ?verby > Modirum MDpay > Oslo, Norway > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Tue Jun 10 06:52:08 2008 From: ruz at bestpractical.com (ruz at bestpractical.com) Date: Tue, 10 Jun 2008 14:52:08 +0400 Subject: [rt-users] No users listed in "Owner" dropdowns In-Reply-To: References: <2B6EDD5B-DF4E-4BDF-AE0F-213750B4B83D@anduin.net> Message-ID: <589c94400806100352v29a848cev29ff17bc45c403f9@mail.gmail.com> Most probably RT's dependencies out of date. Install newer DBIx::SearchBuilder from the CPAN. Don't forget `make testdeps`. It's not optional step, the same applies to upgrades. On 6/10/08, Eirik ?verby wrote: > Followup: > > I have now even erased the database, re-initialized it, and created > only a barebone set of queues, users and groups. I have modeled this > closely after the working RT instance I have, and made sure the > configuration (RT_SiteConfig) is the same on both systems. > > I still see the same problem - no users are listed in the "owner" > dropdowns, anywhere. Not even for the superuser! > > Anyone? > > Thanks, > /Eirik > > On Jun 10, 2008, at 01:11, Eirik ?verby wrote: > >> Hi all, >> >> I have been struggling for a few days trying to figure out why one of >> my RT installations don't show any other users than "Nobody" in >> "Owner" dropdowns. The most immediate effect of this is that any >> "Basic" or "People" change to a ticket will result in an owner change >> to "Nobody", as not even the current owner is listed. Needless to say, >> this is frustrating for both the users and the support staff. >> >> I've gone through and verified (against a working RT installation) >> that queue and group rights are set up adequately. In particular, I >> have given the "OwnTicket" right to the appropriate users. I've even >> attempted to give "broad rights" - however even giving superuser >> rights to a named user, the "Privileged" group or any other gorup does >> not help. >> >> I'm almost beginning to suspect database corruption or some kind of >> bug in RT, however I do not feel even remotely experienced enough to >> claim this with any weight - so I'm still defaulting to thinking this >> is a mistake on my part somehow. >> >> All other aspects of RT is working fine; and on the other >> installations I have even the above is working as it should. >> >> Technical information: >> All RT instances, good and bad, are running on FreeBSD 7.0-STABLE. >> They are all installed from packages built from the ports system then >> distributed - in other words the *exact* same builds of both RT and >> supporting packages, all the way down to OS and database. >> Configurations of webserver etc. are somewhat different, but should >> not be a factor in this. >> >> Any help would be greatly appreciated. >> >> Thanks, and with best regards >> Eirik ?verby >> Modirum MDpay >> Oslo, Norway >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 geek+rt at cmu.edu Tue Jun 10 07:05:53 2008 From: geek+rt at cmu.edu (Brian Gallew) Date: Tue, 10 Jun 2008 14:05:53 +0300 Subject: [rt-users] 3.7.86 system search editing broken? Message-ID: <484E6011.4020209@cmu.edu> In a previous version of RT, I edited two system searches: Search - Unowned Tickets Search - My Tickets I did this so that I could add "Take", "SPAM", and "Resolve" columns. As part of the upgrade to 3.7.86, I've noticed that the   that I put in place of the column name has apparently been URL-escaped. So, I tried to edit these searches again and was surprised to discover that the Query Builder didn't show any query at all! Switching to Advanced mode revealed an empty query, too. I kind of expected to see a message in the logfile, but there was nothing. Have I found a bug? From rainer at ultra-secure.de Tue Jun 10 07:26:17 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 10 Jun 2008 13:26:17 +0200 Subject: [rt-users] Migraton from 3.4 to 3.8? In-Reply-To: <2d460de70806100252m82c2d98s73498e1a985af6ea@mail.gmail.com> References: <2d460de70806100252m82c2d98s73498e1a985af6ea@mail.gmail.com> Message-ID: <484E64D9.4020209@ultra-secure.de> Richard Hartmann schrieb: > Hi all, > > I just wanted to check that a migration from 3.4 to 3.8 is going > to be supported, i.e. that if there is a need for database conversion, > the tools are provided by upstream. > Database? And, as pointed out, unless the DB spans a rack full of storage, try it on a copy. I did a migration from 3.4 to 3.6.x and PostgreSQL almost bit me (because of unicode characters in the DB that later releases of PostgreSQL wouldn't accept anymore). Moving from FreeBSD5.4 to 6.2, advancing two PostgreSQL releases (8.0 to 8.2) and one RT3 release also resulted in a noticeable speed-increase. On the same hardware. Will look to try out 3.8 soon. cheers, Rainer From ktm at rice.edu Tue Jun 10 08:21:08 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 10 Jun 2008 07:21:08 -0500 Subject: [rt-users] Does RT support MySQL's full-text search? In-Reply-To: <2d460de70806100255m47591b88y7f31927d3411d2b8@mail.gmail.com> References: <2d460de70806100255m47591b88y7f31927d3411d2b8@mail.gmail.com> Message-ID: <20080610122108.GE337@it.is.rice.edu> MySQL's full text search is not supported with the INNODB tables that are required for RT. It is not available. There is a wiki article on the use of Oracle's full text search support and I am about to do the same with PostgreSQL's full text support. I will update the wiki when I have it done. I am not aware of any other database's that currently support full text indexing in RT. Cheers, Ken On Tue, Jun 10, 2008 at 11:55:39AM +0200, Richard Hartmann wrote: > Hi all, > > I was wondering if RT supports MySQL's full text search feature [1]. > As we are still using 3.4, I can not check this, myself. > > > Thanks for any hints/links, > Richard > > [1] http://dev.mysql.com/doc/refman/5.0/en/fulltext-search.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jun 10 08:21:52 2008 From: ruz at bestpractical.com (ruz at bestpractical.com) Date: Tue, 10 Jun 2008 16:21:52 +0400 Subject: [rt-users] [Rt-devel] We need your help to release RT 3.8.0rc1 on Friday In-Reply-To: <-7743083792413145268@unknownmsgid> References: <3B6CF975-E49B-4593-875B-5309B46BE6AB@bestpractical.com> <56370.62.219.117.86.1213082427.squirrel@www.algosec.com> <589c94400806100347w67bad87ao5c5f679a31ed7ce0@mail.gmail.com> <-7743083792413145268@unknownmsgid> Message-ID: <589c94400806100521m256bda2dmb5508feaf4f2c93f@mail.gmail.com> 3.6.7 is not released yet, but you can checkout it from our repository. On 6/10/08, Eynat Nir Mishor wrote: > That's good news. > > I can't find 3.6.7. > Only 3.6.6 and then the 3.7.x branch. > > Also, can you please tell me where the fix is, so that I can take just that > part and not a full RT version? > I have many customizations to RT, and checking a new version is not > something that I can do quickly. > > Isn't the fix in DBIx::SearchBuilder - so I can upgrade only that? > I have DBIx::SearchBuilder 1.50 and I see that 1.53 is available now. > > Thanks, Eynat > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf > Of ruz at bestpractical.com > Sent: Tuesday, 10 June 2008 1:48 PM > To: eynat.nirmishor at algosec.com > Subject: Re: [Rt-devel] We need your help to release RT 3.8.0rc1 on Friday > > It should be fixed in 3.6.7. Could you test using version from the repo? > > On 6/10/08, eynat.nirmishor at algosec.com wrote: >> I would very much appreciate fixing the following Postgres issue: >> http://rt3.fsck.com/Ticket/Display.html?id=8061 Custom field ordering >> >> Thanks, >> Eynat >> >>> RT 3.8.0 is getting close. Really, really close. We've been working >>> through bug fixes and code cleanups and have made fairly amazing >>> progress in getting the list of open tickets against RT cut down to a >>> manageable level. >>> >>> What I need from you, dear RT users, is a list of tickets you would >>> propose as "release-blocking" issues in RT 3.8. Please reply to this >>> message with a list of ticket URLs + subjects for things you think >>> need to be addressed before the RT 3.8.0 release. If you need to >>> create a new ticket for a previously unreported issue, that's 100% >>> ok. :) >>> >>> >>> You can log into http://rt3.fsck.com with a username of 'guest' and a >>> password of 'guest' >>> >>> If you can, use a format like this: >>> >>> >>> http://rt3.fsck.com/Ticket/Display.html?id=8541 - patch to fix >>> "isn't" search for CF with multiple values >>> >>> >>> >>> >>> >>> I'll take your lists and work them up into a set of dependencies for: >>> >>> >>> http://rt3.fsck.com/Ticket/Display.html?id=9573 - RT 3.8.0 Release >>> >>> >>> >>> Thank you! >>> >>> Jesse >>> >> >> >> _______________________________________________ >> List info: >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel >> > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From ltning at anduin.net Tue Jun 10 08:34:26 2008 From: ltning at anduin.net (=?ISO-8859-1?Q?Eirik_=D8verby?=) Date: Tue, 10 Jun 2008 14:34:26 +0200 Subject: [rt-users] No users listed in "Owner" dropdowns In-Reply-To: <589c94400806100352v29a848cev29ff17bc45c403f9@mail.gmail.com> References: <2B6EDD5B-DF4E-4BDF-AE0F-213750B4B83D@anduin.net> <589c94400806100352v29a848cev29ff17bc45c403f9@mail.gmail.com> Message-ID: <4E2922DE-2F09-4491-81E2-7F9E72A926DE@anduin.net> Thank you! It turns out that that particular package was not upgraded correctly last time I upgraded all systems here. I have now rebuilt and upgraded that dependency, and all seems well. /Eirik On Jun 10, 2008, at 12:52, ruz at bestpractical.com wrote: > Most probably RT's dependencies out of date. Install newer > DBIx::SearchBuilder from the CPAN. > > Don't forget `make testdeps`. It's not optional step, the same applies > to upgrades. > > On 6/10/08, Eirik ?verby wrote: >> Followup: >> >> I have now even erased the database, re-initialized it, and created >> only a barebone set of queues, users and groups. I have modeled this >> closely after the working RT instance I have, and made sure the >> configuration (RT_SiteConfig) is the same on both systems. >> >> I still see the same problem - no users are listed in the "owner" >> dropdowns, anywhere. Not even for the superuser! >> >> Anyone? >> >> Thanks, >> /Eirik >> >> On Jun 10, 2008, at 01:11, Eirik ?verby wrote: >> >>> Hi all, >>> >>> I have been struggling for a few days trying to figure out why one >>> of >>> my RT installations don't show any other users than "Nobody" in >>> "Owner" dropdowns. The most immediate effect of this is that any >>> "Basic" or "People" change to a ticket will result in an owner >>> change >>> to "Nobody", as not even the current owner is listed. Needless to >>> say, >>> this is frustrating for both the users and the support staff. >>> >>> I've gone through and verified (against a working RT installation) >>> that queue and group rights are set up adequately. In particular, I >>> have given the "OwnTicket" right to the appropriate users. I've even >>> attempted to give "broad rights" - however even giving superuser >>> rights to a named user, the "Privileged" group or any other gorup >>> does >>> not help. >>> >>> I'm almost beginning to suspect database corruption or some kind of >>> bug in RT, however I do not feel even remotely experienced enough to >>> claim this with any weight - so I'm still defaulting to thinking >>> this >>> is a mistake on my part somehow. >>> >>> All other aspects of RT is working fine; and on the other >>> installations I have even the above is working as it should. >>> >>> Technical information: >>> All RT instances, good and bad, are running on FreeBSD 7.0-STABLE. >>> They are all installed from packages built from the ports system >>> then >>> distributed - in other words the *exact* same builds of both RT and >>> supporting packages, all the way down to OS and database. >>> Configurations of webserver etc. are somewhat different, but should >>> not be a factor in this. >>> >>> Any help would be greatly appreciated. >>> >>> Thanks, and with best regards >>> Eirik ?verby >>> Modirum MDpay >>> Oslo, Norway >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 Tue Jun 10 09:07:37 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 10 Jun 2008 15:07:37 +0200 Subject: [rt-users] Migraton from 3.4 to 3.8? In-Reply-To: <589c94400806100309p261ec3bej517195510a68314f@mail.gmail.com> References: <2d460de70806100252m82c2d98s73498e1a985af6ea@mail.gmail.com> <589c94400806100309p261ec3bej517195510a68314f@mail.gmail.com> Message-ID: <2d460de70806100607u45af4663oce6417ec2404e4b0@mail.gmail.com> On Tue, Jun 10, 2008 at 12:09, wrote: > Migration is supported. And it's really good time to check it on copy > of your DB. I will actually do this on an all new virtual machine, but yes, backups of the database are a plus :) Thanks, Richard From richih.mailinglist at gmail.com Tue Jun 10 09:16:47 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 10 Jun 2008 15:16:47 +0200 Subject: [rt-users] Does RT support MySQL's full-text search? In-Reply-To: <20080610122108.GE337@it.is.rice.edu> References: <2d460de70806100255m47591b88y7f31927d3411d2b8@mail.gmail.com> <20080610122108.GE337@it.is.rice.edu> Message-ID: <2d460de70806100616k248e36f6naafd162a18fd5cff@mail.gmail.com> On Tue, Jun 10, 2008 at 14:21, Kenneth Marshall wrote: > MySQL's full text search is not supported with the INNODB tables > that are required for RT. It is not available. OK, thanks. Perhaps I will try and grab the opportunity to migrate to PostGRE :) Thanks, Richard From n.strelkova at rambler-co.ru Tue Jun 10 09:42:18 2008 From: n.strelkova at rambler-co.ru (Strelkova Natalia) Date: Tue, 10 Jun 2008 17:42:18 +0400 Subject: [rt-users] Import tickets Message-ID: <200806101742.18396.n.strelkova@rambler-co.ru> Hello! We in our department have recently decided to install RT to make the work of the moderators more comfortable. We have been using an Exchange Server to receive mail for quite a long time, so we have a valuable history archive there. I have installed RT some days ago and now we are wondering if there is a method to import all those emails from Exchange to RT, making them tickets. I was sure this is a common thing to do, but I've searched Wiki and the Mailing Lists and found absolutely nothing helpful, I was quite surprised. Can someone help me here? This is an important issue for us! With due respect, Strelkova Natalia. From richih.mailinglist at gmail.com Tue Jun 10 11:37:02 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 10 Jun 2008 17:37:02 +0200 Subject: [rt-users] API question Message-ID: <2d460de70806100837gdaf4160rdca2a664fb79ba14@mail.gmail.com> Hi again :) let me start by saying that I _did_ google for this, but either the answer to my question is 'No' or I am too stupid to find it, which I attribute to my splitting headache. Sorry if it's obvious and I should have found it myself. I did look. Is there a SOAP, XML, JASON, whatever interface in the works for 3.8? Alternatively, is there a module etc of some sort? Thanks once again, Richard From jesse at bestpractical.com Tue Jun 10 11:43:14 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Jun 2008 11:43:14 -0400 Subject: [rt-users] RT 3.8.0 BETA 3 now available In-Reply-To: <484E3334.2010305@cmu.edu> References: <484E3334.2010305@cmu.edu> Message-ID: On Jun 10, 2008, at 3:54 AM, Brian Gallew wrote: > Jesse Vincent wrote: >> I'm pleased to announce the third beta release of RT 3.8.0. In the >> month since beta 2, we've resolved hundreds of tickets (some over 5 >> years old) and averaged over 10 commits per day. We're really, >> really >> hoping to release RT 3.8.0rc1 this Friday but can't do it without >> your >> help. Please test out beta 3 and report issues you run into. > > First nit: "make upgrade" fails, because rt-server doesn't already > exist > in the old installation. Copying it in by hand makes it all better, > of > course. > We'll have a look. > Second issue: IPC::Run::SafeHandles is missed in the dependencies if > GraphViz is enabled. I see it in rt-test-dependencies.. It should be installed automatically. Do you still have the output from your installation? > Third issue (probably not widespread): if you use an external > authentication mechanism like PubCookie, GraphViz images don't show in > Safari (Firefox does the right thing) because when Safari load the > "image", it really gets an HTML page re-directing it to the auth > server, > which will eventually send it back to the original location with an > improved cookie, which will then load the image. It's sad, really. I > blame Safari. That sure sounds "wrong" (also, you shouldn't be responding to a request for a .png with an HTML page, but a 30x redirect. That may make it better) > > >> I'm particularly interested in those of you using Internet >> Explorer. I >> just lost a perfectly good evening to IE's quirks and completely >> redoing >> RT 3.8's IE compatibility layer. Did my evening of pain have any >> sort of >> positive impact? > > With MSIE 6.0.2900.blahblahblah there is some minor, but annoying > overlap of all the panes containing tickets on the RT at a Glance > page. > > The ticket view is *great* except for an overlap in Comments where the > first word of the comment overlaps the dark blue box with the #. > Can I get screenshots of these? I'll try to get an IE6 up and running, but most of my world has been force-upgraded to IE7. > > This looks great! > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Tue Jun 10 11:47:35 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Jun 2008 11:47:35 -0400 Subject: [rt-users] API question In-Reply-To: <2d460de70806100837gdaf4160rdca2a664fb79ba14@mail.gmail.com> References: <2d460de70806100837gdaf4160rdca2a664fb79ba14@mail.gmail.com> Message-ID: <20080610154735.GI15020@bestpractical.com> On Tue, Jun 10, 2008 at 05:37:02PM +0200, Richard Hartmann wrote: > Hi again :) > > let me start by saying that I _did_ google for this, but either the > answer to my question is 'No' or I am too stupid to find it, which I > attribute to my splitting headache. Sorry if it's obvious and I should > have found it myself. I did look. RT::Client::REST and the RT cli both use RT's REST API. It's been there since 3.0. (Though it doesn't use any XML ;) -jesse From richih.mailinglist at gmail.com Tue Jun 10 12:23:38 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 10 Jun 2008 18:23:38 +0200 Subject: [rt-users] API question In-Reply-To: <20080610154735.GI15020@bestpractical.com> References: <2d460de70806100837gdaf4160rdca2a664fb79ba14@mail.gmail.com> <20080610154735.GI15020@bestpractical.com> Message-ID: <2d460de70806100923xd19b018w2c348dc2b7ff0cad@mail.gmail.com> On Tue, Jun 10, 2008 at 17:47, Jesse Vincent wrote: > RT::Client::REST and the RT cli both use RT's REST API. It's been there > since 3.0. (Though it doesn't use any XML ;) Yes, that is what we are using, at the moment. I just hoped there was something new, but we will just continue to use REST. I assume there were no incompatible changes between 3.4. and 3.8? Thanks, Richard From jsmoriss at mvlan.net Tue Jun 10 12:48:55 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Tue, 10 Jun 2008 16:48:55 +0000 Subject: [rt-users] Spaces not allowed in Custom Fields when generating tickets via e-mail In-Reply-To: <67048CBE51B1644D89DDD3B7C9F2D19E05BB73F9@ecamlmw720.eamcs.ericsson.se> References: <67048CBE51B1644D89DDD3B7C9F2D19E05BB73F9@ecamlmw720.eamcs.ericsson.se> Message-ID: <20080610164855.GH16433@zaphod.mvlan.net> On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote: > Hi everyone, > > I am sending this email hopping that someone has encountered this > anomaly before. > > We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10. > > I have installed RT::Extension::CommandByMail and the functionality is > great. But, the mechanism fails when I need to set the values of a > custom field that has spaces, as shown in below. The custom field > could be set correctly using web UI, but not through emails! > > Status: open > CustomField.{Request Type}: foo > > Have anyone encountered this before? I also just found this problem. Has anyone found a solution (aside from renaming the custom field)? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 10 13:19:16 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 10 Jun 2008 13:19:16 -0400 Subject: [rt-users] Spaces not allowed in Custom Fields when generating tickets via e-mail In-Reply-To: <20080610164855.GH16433@zaphod.mvlan.net> References: <67048CBE51B1644D89DDD3B7C9F2D19E05BB73F9@ecamlmw720.eamcs.ericsson.se> <20080610164855.GH16433@zaphod.mvlan.net> Message-ID: <484EB794.1020804@ucrwcu.rwc.uc.edu> I don't do this on my own system, but this suggests you can have spaces in custom field names. http://wiki.bestpractical.com/view/ExtractCustomFieldValues Jean-Sebastien Morisset wrote: > On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote: > >> Hi everyone, >> >> I am sending this email hopping that someone has encountered this >> anomaly before. >> >> We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10. >> >> I have installed RT::Extension::CommandByMail and the functionality is >> great. But, the mechanism fails when I need to set the values of a >> custom field that has spaces, as shown in below. The custom field >> could be set correctly using web UI, but not through emails! >> >> Status: open >> CustomField.{Request Type}: foo >> >> Have anyone encountered this before? >> > > I also just found this problem. Has anyone found a solution (aside from > renaming the custom field)? > > Thanks, > js. > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From aliase573201 at mac.com Tue Jun 10 13:58:06 2008 From: aliase573201 at mac.com (Tom Smith) Date: Tue, 10 Jun 2008 10:58:06 -0700 Subject: [rt-users] No users listed in "Owner" dropdowns In-Reply-To: <4E2922DE-2F09-4491-81E2-7F9E72A926DE@anduin.net> References: <2B6EDD5B-DF4E-4BDF-AE0F-213750B4B83D@anduin.net> <589c94400806100352v29a848cev29ff17bc45c403f9@mail.gmail.com> <4E2922DE-2F09-4491-81E2-7F9E72A926DE@anduin.net> Message-ID: <9F567EE7-5F82-45F8-B5B5-092229CED2F6@mac.com> I was having the same issue but hadn't looked into it until I saw this thread. DBIx::SearchBuilder was at the current version (1.53) but there were some dependancies that hadn't been installed. I installed all of its deps and forced a reinstall of DBIx::SearchBuilder but still have the same problem. `make testdeps` shows that all RT deps are installed. Do I also need to rebuild RT to get this working? On Jun 10, 2008, at 5:34 AM, Eirik ?verby wrote: > Thank you! > > It turns out that that particular package was not upgraded > correctly last time I upgraded all systems here. I have now rebuilt > and upgraded that dependency, and all seems well. > > /Eirik > > On Jun 10, 2008, at 12:52, ruz at bestpractical.com wrote: > >> Most probably RT's dependencies out of date. Install newer >> DBIx::SearchBuilder from the CPAN. >> >> Don't forget `make testdeps`. It's not optional step, the same >> applies >> to upgrades. >> >> On 6/10/08, Eirik ?verby wrote: >>> Followup: >>> >>> I have now even erased the database, re-initialized it, and created >>> only a barebone set of queues, users and groups. I have modeled this >>> closely after the working RT instance I have, and made sure the >>> configuration (RT_SiteConfig) is the same on both systems. >>> >>> I still see the same problem - no users are listed in the "owner" >>> dropdowns, anywhere. Not even for the superuser! >>> >>> Anyone? >>> >>> Thanks, >>> /Eirik >>> >>> On Jun 10, 2008, at 01:11, Eirik ?verby wrote: >>> >>>> Hi all, >>>> >>>> I have been struggling for a few days trying to figure out why >>>> one of >>>> my RT installations don't show any other users than "Nobody" in >>>> "Owner" dropdowns. The most immediate effect of this is that any >>>> "Basic" or "People" change to a ticket will result in an owner >>>> change >>>> to "Nobody", as not even the current owner is listed. Needless >>>> to say, >>>> this is frustrating for both the users and the support staff. >>>> >>>> I've gone through and verified (against a working RT installation) >>>> that queue and group rights are set up adequately. In particular, I >>>> have given the "OwnTicket" right to the appropriate users. I've >>>> even >>>> attempted to give "broad rights" - however even giving superuser >>>> rights to a named user, the "Privileged" group or any other >>>> gorup does >>>> not help. >>>> >>>> I'm almost beginning to suspect database corruption or some kind of >>>> bug in RT, however I do not feel even remotely experienced >>>> enough to >>>> claim this with any weight - so I'm still defaulting to thinking >>>> this >>>> is a mistake on my part somehow. >>>> >>>> All other aspects of RT is working fine; and on the other >>>> installations I have even the above is working as it should. >>>> >>>> Technical information: >>>> All RT instances, good and bad, are running on FreeBSD 7.0-STABLE. >>>> They are all installed from packages built from the ports system >>>> then >>>> distributed - in other words the *exact* same builds of both RT and >>>> supporting packages, all the way down to OS and database. >>>> Configurations of webserver etc. are somewhat different, but should >>>> not be a factor in this. >>>> >>>> Any help would be greatly appreciated. >>>> >>>> Thanks, and with best regards >>>> Eirik ?verby >>>> Modirum MDpay >>>> Oslo, Norway >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 cdroulers at live.com Tue Jun 10 15:28:15 2008 From: cdroulers at live.com (Christian Droulers) Date: Tue, 10 Jun 2008 15:28:15 -0400 Subject: [rt-users] HTML code in email templates Message-ID: Hello list! The lead support technician would like to add some html code to the email Templates. I've googled a lot, but I haven't found anything specific. I'm guessing it's possible and insanely simple, I just can't see it. Chris Droulers From KFCrocker at lbl.gov Tue Jun 10 16:11:10 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 10 Jun 2008 13:11:10 -0700 Subject: [rt-users] Error when trying to use custom field in a ticket transaction in RT 3.6 In-Reply-To: References: Message-ID: <484EDFDE.7030406@lbl.gov> Allen, A couple questions; Have you looked at the DataBase to see if the Custom Fields are there as well as the values and are they attached to tickets? Second, have you created other Custom Fields that DO work or are these the first? If these are the first, did you set the groups rights for the CF when you created it? Group Rights for Custom Fields are granted separatly from Group rights for Queues. Kenn LBNL On 6/9/2008 7:01 PM, Allen Rapini wrote: > I have a test install of RT, and I am attempting to resolve a repeatable > error with custom field behavior. System is running 3.6, on ubuntu > 6.0.6, apache2, php5.1.2. Overall behaviour seems fine, but the custom > field is my only real hangup so far > > The custom field I have created is a type "select one value" with no > validation, link values or include page values. There are 6 entries, > with no sort order or category. This custom field applies to ticket > transactions, which is assigned to all the queues. I then open an > exisitng ticket in the jumbo view, and attempt to choose one of the > entries in the list and save the ticket. I then get a system error, with > the text below: > " > error: Can't locate object method "Id" via package "No object mapping > for field" (perhaps you forgot to load "No object mapping for field"?) > at /usr/share/request-tracker3.6/lib/RT/Record.pm line 1538. > > context: ... > 1534: my $method = "${class}Obj"; > 1535: $object = $object->$method; > 1536: } > 1537: > 1538: return $object->Id; > 1539: } > 1540: > 1541: > 1542: =head2 CustomFieldLookupType > ... > > code stack: /usr/share/request-tracker3.6/lib/RT/Record.pm:1538 > /usr/share/request-tracker3.6/lib/RT/Record.pm:1519 > /usr/share/request-tracker3.6/lib/RT/Record.pm:1597 > /usr/share/request-tracker3.6/lib/RT/Record.pm:1579 > /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:1300 > /usr/share/request-tracker3.6/html/Ticket/ModifyAll.html:163 > /usr/share/request-tracker3.6/html/autohandler:279 > > > > " > > raw error > > > > Can't locate object method "Id" via package "No object mapping for > field" (perhaps you forgot to load "No object mapping for field"?) at > /usr/share/request-tracker3.6/lib/RT/Record.pm line 1538. > > > Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > "Id" via package "No object mapping for field" (perhaps you forgot to > load "No object mapping for field"?) at > /usr/share/request-tracker3.6/lib/RT/Record.pm line 1538.^J') called at > /usr/share/request-tracker3.6/lib/RT/Record.pm line 1538 > RT::Record::_LookupId('RT::Transaction=HASH(0xa5a0160)', > 'RT::Queue-RT::Ticket-RT::Transaction') called at > /usr/share/request-tracker3.6/lib/RT/Record.pm line 1519 > RT::Record::CustomFields('RT::Transaction=HASH(0xa5a0160)') called at > /usr/share/request-tracker3.6/lib/RT/Record.pm line 1597 > RT::Record::_AddCustomFieldValue('RT::Transaction=HASH(0xa5a0160)', > 'Field', 1, 'Value', 'ttt Systems') called at > /usr/share/request-tracker3.6/lib/RT/Record.pm line 1579 > RT::Record::AddCustomFieldValue('RT::Transaction=HASH(0xa5a0160)', > 'Field', 1, 'Value', 'ttt Systems') called at > /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 1300 > HTML::Mason::Commands::ProcessObjectCustomFieldUpdates('Object', > 'RT::Ticket=HASH(0xa6597c8)', 'ARGSRef', 'HASH(0xa5522c0)') called at > /usr/share/request-tracker3.6/html/Ticket/ModifyAll.html line 163 > HTML::Mason::Commands::__ANON__('Starts_Date', '', 'TimeEstimated', 0, > 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', > '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, > 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, > 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', > 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', > 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', > 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '', > 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', > 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', > 'WatcherTypeEmail2', '', 'TimeWorked', 0, > 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, > 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', > 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', > 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa66217c)', 'WatcherTypeEmail1', '', > 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5 > 522fc)', 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', > 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', > 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, > 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, > 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', > 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', > 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', > 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '', > 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', > 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', > 'WatcherTypeEmail2', '', 'TimeWorked', 0, > 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, > 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', > 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', > 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa66217c)', 'WatcherTypeEmail1', '', > 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at > /usr/share/perl5/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, 'Starts_Date', '', > 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', > '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', > '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', > 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', > 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', > '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', > 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '', > 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', > 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private', > 'WatcherTypeEmail2', '', 'TimeWorked', 0, > 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, > 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', > 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', > 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa66217c)', 'WatcherTypeEmail1', '', > 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at > /usr/share/perl5/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS > H(0xa664390)', 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', > 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', > 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, > 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, > 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', > 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', > 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa66217c)', 'WatcherTypeEmail1', '', > 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at > /usr/share/request-tracker3.6/html/autohandler line 279 > HTML::Mason::Commands::__ANON__('Starts_Date', '', 'TimeEstimated', 0, > 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date', > '', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, > 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, > 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', > 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', > 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', > 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e > caec4)', 'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', > 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', > 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0, > 'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12, > 'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test', > 'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '', > 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '', > 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at > /usr/share/perl5/HTML/Mason/Request.pm line 1246 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, undef, 'Starts_Date', '', > 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', > '', 'Started_Date', '', 'UpdateType', 'private', 'WatcherTypeEmail2', > '', 'TimeWorked', 0, 'Object-RT::Transaction--CustomField-1-Values', > 'ttt Systems', 'id', 12, 'TimeEstimated-TimeUnits', 'minutes', > 'Subject', 'custom field test', 'RefersTo-12', '', 'WatcherTypeEmail3', > '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', > 'WatcherTypeEmail1', '', 'Priority', 0, 'WatcherAddressEmail3', '', > 'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3, > 'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '', > 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', > '12-MergeInto', '', 'UpdateSubject', 'custom field test', > 'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '', > 'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '', > 'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at > /usr/share/perl5/HTML/Mason/Request.pm line 459 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 459 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa > 664390)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line > 165 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH > andler=HASH(0xa664390)') called at > /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > ASH(0x96ba2c0)', 'Apache2::RequestRec=SCALAR(0xa618984)') called at > /usr/share/request-tracker3.6/libexec/webmux.pl line 123 > eval {...} at /usr/share/request-tracker3.6/libexec/webmux.pl line 123 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa618984)') called at -e > line 0 > eval {...} at -e line 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 > From ruz at bestpractical.com Tue Jun 10 17:35:46 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 11 Jun 2008 01:35:46 +0400 Subject: [rt-users] Spaces not allowed in Custom Fields when generating tickets via e-mail In-Reply-To: <20080610164855.GH16433@zaphod.mvlan.net> References: <67048CBE51B1644D89DDD3B7C9F2D19E05BB73F9@ecamlmw720.eamcs.ericsson.se> <20080610164855.GH16433@zaphod.mvlan.net> Message-ID: <589c94400806101435t5ea6a258q45f3771dd7008b57@mail.gmail.com> Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the following line: last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; with last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/; stop and start server, test, report back. however this change will make ':' character illegal in CF name. On Tue, Jun 10, 2008 at 8:48 PM, Jean-Sebastien Morisset wrote: > On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote: >> Hi everyone, >> >> I am sending this email hopping that someone has encountered this >> anomaly before. >> >> We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10. >> >> I have installed RT::Extension::CommandByMail and the functionality is >> great. But, the mechanism fails when I need to set the values of a >> custom field that has spaces, as shown in below. The custom field >> could be set correctly using web UI, but not through emails! >> >> Status: open >> CustomField.{Request Type}: foo >> >> Have anyone encountered this before? > > I also just found this problem. Has anyone found a solution (aside from > renaming the custom field)? > > 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 > -- Best regards, Ruslan. From firas.batal at ericsson.com Tue Jun 10 17:52:01 2008 From: firas.batal at ericsson.com (Firas Batal) Date: Tue, 10 Jun 2008 17:52:01 -0400 Subject: [rt-users] Spaces not allowed in Custom Fields when generating tickets via e-mail In-Reply-To: <589c94400806101435t5ea6a258q45f3771dd7008b57@mail.gmail.com> References: <67048CBE51B1644D89DDD3B7C9F2D19E05BB73F9@ecamlmw720.eamcs.ericsson.se> <20080610164855.GH16433@zaphod.mvlan.net> <589c94400806101435t5ea6a258q45f3771dd7008b57@mail.gmail.com> Message-ID: <67048CBE51B1644D89DDD3B7C9F2D19E05BB7D54@ecamlmw720.eamcs.ericsson.se> Hi, Thanks Ruslan for your help. It works like a charm! Thanks Firas Batal -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, June 10, 2008 5:36 PM To: Jean-Sebastien Morisset Cc: Firas Batal; RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Spaces not allowed in Custom Fields when generating tickets via e-mail Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the following line: last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; with last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/; stop and start server, test, report back. however this change will make ':' character illegal in CF name. On Tue, Jun 10, 2008 at 8:48 PM, Jean-Sebastien Morisset wrote: > On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote: >> Hi everyone, >> >> I am sending this email hopping that someone has encountered this >> anomaly before. >> >> We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10. >> >> I have installed RT::Extension::CommandByMail and the functionality is >> great. But, the mechanism fails when I need to set the values of a >> custom field that has spaces, as shown in below. The custom field >> could be set correctly using web UI, but not through emails! >> >> Status: open >> CustomField.{Request Type}: foo >> >> Have anyone encountered this before? > > I also just found this problem. Has anyone found a solution (aside from > renaming the custom field)? > > 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 > -- Best regards, Ruslan. From aaron at digitaldwelling.com Wed Jun 11 02:35:15 2008 From: aaron at digitaldwelling.com (Aaron Herskowitz) Date: Tue, 10 Jun 2008 23:35:15 -0700 Subject: [rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor In-Reply-To: <20080606153052.GM5624@it.is.rice.edu> References: <018b01c8c7e8$2ae0e120$80a2a360$@com> <20080606153052.GM5624@it.is.rice.edu> Message-ID: <020601c8cb8d$500521c0$f00f6540$@com> Ken, Thanks a lot for this response as this is exactly what I was looking for. It took a while to find in Outlook 2007: You have to open the message in a new window by double-clicking on it (it isn't available from the standard view or toolbar), then under "Other Actions" choose "Resend this Message". Aa Aaron Herskowitz, Digital Dwelling Home and Business Technology Solutions www.digitaldwelling.com 510-652-2569 > -----Original Message----- > From: Kenneth Marshall [mailto:ktm at rice.edu] > Sent: Friday, June 06, 2008 8:31 AM > To: Aaron Herskowitz > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Best Way to Get Customer Requests into RT with > Appropriate Requestor > > Aaron, > > If your mail client has the ability to "bounce" a message to > the RT E-mail address, it will create the ticket as if the > customer had mailed the ticket to RT. That is certainly the > easiest process. > > Cheers, > Ken > > On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote: > > Basically I am transitioning from handling tickets via email (yuck) > to RT > > (yeah!). It is going to take my customers a while to start > defaulting to > > RT. So for the next month I'd like to be able to enter tickets on > their > > behalf. > > > > > > > > I've searched through the Wiki, Google and mailing list archives but > didn't > > find what I was looking for. This may be more of a process issue > than a > > technical one, so I was hoping you experienced RT users/admins could > help. > > > > > > > > What is the best (most efficient for me) way to: > > > > 1. Put an email from a customer into RT with them as the > requestor? > > > > 2. Have the "AutogeneratedPassword" (I have this and Self > Service > > working) scrip run so that the customer is assigned a password if > they did > > not exist previously as an RT user? > > > > > > > > I've tried: > > > > a. Entering a new ticket via the web interface, manually > entering > > their email address and pasting the body of their message into the > case > > notes, however for some reason my AutogeneratedPassword scrip doesn't > run > > even though they are a new user. They are getting the standard On > Create > > template sent to them. > > > > b. Forwarding the email to RT and then editing the ticket to > change the > > requestor from myself to the customer, however 1) the > AutogeneratedPassword > > scrip doesn't run when you do that, 2) no email is sent to the user > to let > > them know they have a ticket, and 3) I wasn't able to find a > > "ChangeRequestor" scrip that I could run that would do this. > > > > > > > > Maybe there are better ways I haven't considered? > > > > > > > > Thanks for any help, > > > > Aaron > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com From vbar at comp.cz Wed Jun 11 02:16:57 2008 From: vbar at comp.cz (Vaclav Barta) Date: Wed, 11 Jun 2008 08:16:57 +0200 Subject: [rt-users] [PATCH] Title page internationalization Message-ID: <200806110817.02339.vbar@comp.cz> 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... :-) Bye Vasek -- http://www.mangrove.cz/ Open Source integration -------------- next part -------------- A non-text attachment was scrubbed... Name: cs.po.diff Type: text/x-diff Size: 356 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Logo.diff Type: text/x-diff Size: 726 bytes Desc: not available URL: From ltning at anduin.net Wed Jun 11 04:28:04 2008 From: ltning at anduin.net (=?ISO-8859-1?Q?Eirik_=D8verby?=) Date: Wed, 11 Jun 2008 10:28:04 +0200 Subject: [rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor In-Reply-To: <020601c8cb8d$500521c0$f00f6540$@com> References: <018b01c8c7e8$2ae0e120$80a2a360$@com> <20080606153052.GM5624@it.is.rice.edu> <020601c8cb8d$500521c0$f00f6540$@com> Message-ID: Hi, I believe you can create a rule that does this for you, which you then can apply to the messages in question. However, I would be careful to disable the autoreply scrip in RT first - otherwise all those mails will generate an autoreply to the original requestor, even though their tickets have (hopefully) been closed long time ago ;) Speaking from experience (and own stupidity) here... /Eirik On Jun 11, 2008, at 08:35, Aaron Herskowitz wrote: > Ken, > > Thanks a lot for this response as this is exactly what I was looking > for. > > It took a while to find in Outlook 2007: You have to open the > message in a > new window by double-clicking on it (it isn't available from the > standard > view or toolbar), then under "Other Actions" choose "Resend this > Message". > > Aa > > Aaron Herskowitz, Digital Dwelling > Home and Business Technology Solutions > www.digitaldwelling.com > 510-652-2569 > > >> -----Original Message----- >> From: Kenneth Marshall [mailto:ktm at rice.edu] >> Sent: Friday, June 06, 2008 8:31 AM >> To: Aaron Herskowitz >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Best Way to Get Customer Requests into RT >> with >> Appropriate Requestor >> >> Aaron, >> >> If your mail client has the ability to "bounce" a message to >> the RT E-mail address, it will create the ticket as if the >> customer had mailed the ticket to RT. That is certainly the >> easiest process. >> >> Cheers, >> Ken >> >> On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote: >>> Basically I am transitioning from handling tickets via email (yuck) >> to RT >>> (yeah!). It is going to take my customers a while to start >> defaulting to >>> RT. So for the next month I'd like to be able to enter tickets on >> their >>> behalf. >>> >>> >>> >>> I've searched through the Wiki, Google and mailing list archives but >> didn't >>> find what I was looking for. This may be more of a process issue >> than a >>> technical one, so I was hoping you experienced RT users/admins could >> help. >>> >>> >>> >>> What is the best (most efficient for me) way to: >>> >>> 1. Put an email from a customer into RT with them as the >> requestor? >>> >>> 2. Have the "AutogeneratedPassword" (I have this and Self >> Service >>> working) scrip run so that the customer is assigned a password if >> they did >>> not exist previously as an RT user? >>> >>> >>> >>> I've tried: >>> >>> a. Entering a new ticket via the web interface, manually >> entering >>> their email address and pasting the body of their message into the >> case >>> notes, however for some reason my AutogeneratedPassword scrip >>> doesn't >> run >>> even though they are a new user. They are getting the standard On >> Create >>> template sent to them. >>> >>> b. Forwarding the email to RT and then editing the ticket to >> change the >>> requestor from myself to the customer, however 1) the >> AutogeneratedPassword >>> scrip doesn't run when you do that, 2) no email is sent to the user >> to let >>> them know they have a ticket, and 3) I wasn't able to find a >>> "ChangeRequestor" scrip that I could run that would do this. >>> >>> >>> >>> Maybe there are better ways I haven't considered? >>> >>> >>> >>> Thanks for any help, >>> >>> Aaron >>> >>> >>> >> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 martin.bouladour at etu.univ-nantes.fr Wed Jun 11 05:51:37 2008 From: martin.bouladour at etu.univ-nantes.fr (Martin BOULADOUR) Date: Wed, 11 Jun 2008 11:51:37 +0200 (CEST) Subject: [rt-users] REST Interface and Authentication Message-ID: <49376.193.253.180.229.1213177897.squirrel@webmail.etu.univ-nantes.fr> Hi everybody, I'm a new subscriber to this list. I'm french, so don't be too harsh with my mistakes. :) I just don't understand something. I'm writing a little programme that uses the RT REST interface. Every request needs to contain the session-token given by RT at the login, otherwise a "401 Credentials required" status code is returned. However, I didn't find how to get a valid session token from RT using the REST intreface. By now, I simulate a login-form submition by sending a POST request to the root URL of RT Web interface, with the 'user' and 'pass' parameters. It works: a session-token is returned in the "Set-Cookie" HTTP header. But even if the authentication fails (if the username or the password are not correct), RT sends that "Set-Cookie" header back all the same, with a session token. In that case, the session token is invalid and can't be used. The problem is that there is nothing to inform about the result of the login action. The HTTP response is the same in both cases (success, failure). The only thing that informs about that is the "Not logged in." string in the HTML. I think that looking for that string in the HTTP response body is a very bad way to know if the returned token is valid or not. The only alternative is to send a dumb request to the REST interface with the token. If the response body begins with "RT/3.6.1 200 Ok", then the token is valid, else if it begins with "RT/3.6.1 401 Credentials required", then the token is not valid. Is there another way to do that? Does the REST interface provide something to log in? If you do use the REST interface with one of your programmes, what do you do to get a valid session token? The REST page of the wiki says: "The REST Interface does not support HTTP-Authentication. So you must get a valid Session-Token and submit the cookie each request. You usually get a Session-Cookie by submitting the default login form." And nothing more. :( Thanks for your help. Best regards, Martin Bouladour From sartak at bestpractical.com Wed Jun 11 07:29:05 2008 From: sartak at bestpractical.com (Shawn M Moore) Date: Wed, 11 Jun 2008 07:29:05 -0400 Subject: [rt-users] REST Interface and Authentication In-Reply-To: <49376.193.253.180.229.1213177897.squirrel@webmail.etu.univ-nantes.fr> References: <49376.193.253.180.229.1213177897.squirrel@webmail.etu.univ-nantes.fr> Message-ID: <20080611112905.GH20006@bestpractical.com> On Wed, Jun 11, 2008 at 11:51:37AM +0200, Martin BOULADOUR wrote: > Hi everybody, Hi Martin, > I'm a new subscriber to this list. I'm french, so don't be too harsh with > my mistakes. :) Your English is fine! Welcome to RT land. :) > The problem is that there is nothing to inform about the result of the > login action. The HTTP response is the same in both cases (success, > failure). The only thing that informs about that is the "Not logged in." > string in the HTML. I think that looking for that string in the HTTP > response body is a very bad way to know if the returned token is valid or > not. We can probably include a header that tells you that login failed. > Is there another way to do that? Does the REST interface provide something > to log in? If you do use the REST interface with one of your programmes, > what do you do to get a valid session token? The REST interface accepts "user" and "pass" parameters. If you're using Perl, the code will look something like: $mech->post("$baseurl/REST/1.0/search/ticket", [ user => "root", pass => "password", query => "queue='foo'", ]); > Best regards, > > Martin Bouladour Shawn From Bart.Reynaerts at intellect.be Wed Jun 11 07:39:45 2008 From: Bart.Reynaerts at intellect.be (Bart Reynaerts) Date: Wed, 11 Jun 2008 13:39:45 +0200 Subject: [rt-users] Showing Custom Field in Queue view Message-ID: <53AF2645BCB698449C31A87ED97569020EDB55@bbmailserver.intellecthq.com> RT 3.6.1 Additional statuses are created in RT_config.pm at the section: @ActiveStatus = qw(new open testing stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved closed rejected deleted) unless @InactiveStatus; - testing and closed are the additional statuses To make them appear in the web interface check out the files: "path_to_RT/html/Elements/" Quicksearch and QueueSummary When looking inside you'll see the sections concerning the ticket status. Quicksearch: <& /Elements/QueueSummary, cache => 'quick_search_queues', queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, conditions => [ {cond => "Status = 'new'", name => loc ('new') }, {cond => "Status = 'open'", name => loc ('open') }, {cond => "Status = 'stalled'", name => loc ('stalled') }, {cond => "Status = 'testing'", name => loc ('testing') }] &> QueueSummary: % my $i; % for my $queue (@queues) { % $i++; % my $queue_cond = "Queue = '$queue->{Name}' AND "; % my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new' OR Status = 'stalled' OR Status = 'testing')"; <%$queue->{Name}%> The part with testing is an additional status to display Now you have to change RT at a glance. - Login as RT administrator. - At the right of the bar just below "RT at a glance" is a link "Edit". - Click on it. A new screen appears. - Click now on "Current search" at the left just below "RT at a glance". - You arrive at "Customize Current Search". - Click on: You can also edit the predefined search itself: Search - Current search. - You will see now the Query Builder. Add the status to the query and save it at "RT System's saved searches". It is possible you need to try out this. I had problems getting it right but suddenly it worked. Changing the "10 highest priority tickets I own" and "10 newest unowned tickets" views is similar to the way described here above. To activate the made changes restart the apache server. (/etc/init.d/apache2 restart) (Might not be necessary) These changes are for all queues. For the closed status no additional changes are made since changing a ticket to this status will make it invisible anyway. This status is used with custom scrips to send mail. In the example below a Global approach is used. Create first a Global Template: - Name: StatusChangedToClosed - Description: Status Changed To Closed - Content: RT-Attach-Message: yes The status of this ticked has changed to closed. Meaning no more action will be taken on this ticket. This ticket won't be visible anymore. {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Create then the Global scrip: - Description: StatusChangedToClosed - Condition: User Defined - Action: User Defined - Template: Global template: StatusChangedToClosed - Custom condition: return(0) unless ( lc($self->TransactionObj->NewValue) eq "closed" ); - Custom action preparation code: # Now magically turn myself into a Requestor Notify object... require RT::Action::Notify; bless($self, 'RT::Action::Notify'); $self->{Argument} = 'Owner, Requestor, Cc, AdminCc'; $self->Prepare; return 1; - Custom action cleanup code: "never needed" To make them active restart the Apache server (/etc/init.d/apache2 restart) (Might not be necessary) To compile this mini "How to" several Internet sources have been consulted, Emmanuel Lacour pointed me in the direction of changing "RT at a glance" and others, which I should mention but I can't retrieve them anymore. Thank's to everyone and good luck. -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.bouladour at etu.univ-nantes.fr Wed Jun 11 08:42:03 2008 From: martin.bouladour at etu.univ-nantes.fr (Martin BOULADOUR) Date: Wed, 11 Jun 2008 14:42:03 +0200 (CEST) Subject: [rt-users] REST Interface and Authentication In-Reply-To: <20080611112905.GH20006@bestpractical.com> References: <49376.193.253.180.229.1213177897.squirrel@webmail.etu.univ-nantes.fr> <20080611112905.GH20006@bestpractical.com> Message-ID: <49450.193.253.180.229.1213188123.squirrel@webmail.etu.univ-nantes.fr> > Your English is fine! Welcome to RT land. :) Thank you :) > The REST interface accepts "user" and "pass" parameters. If you're using > Perl, the code will look something like: > > $mech->post("$baseurl/REST/1.0/search/ticket", [ > user => "root", > pass => "password", > query => "queue='foo'", > ]); That's perfect for me! I just can forget the token things and give the username and password in every request. It's really easier! I think I missed this piece of information. Nothing about this way to be identified by RT is written on this page: http://wiki.bestpractical.com/view/REST . Thanks! I will try to do it using HTTPS protocole. Regards, Martin Bouladour From sven.sternberger at desy.de Wed Jun 11 09:33:53 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 11 Jun 2008 15:33:53 +0200 Subject: [rt-users] Packagelist for RT38 on RHEL/Centos/SL 5 Message-ID: <1213191233.31745.19.camel@pcx4546.desy.de> Hello! I'm preparing a new ScientificLinux (RHEL clone) 5 machine for RT3.8. I configured the "DAG" and "ATRPMS" repository and tried to get as much as possible from these. I attach a list of rpm packages I installed with yum, and a list of perl tarballs I installed manually. My configuration is: mysql5 postfix ./configure --enable-graphviz --enable-gd --enable-gpgpackages --with-web-handler=modperl2 --with-apachectl The list should be "complete" for any suggestion, corrections or comments I would be very thankful best regards! sven -------------- next part -------------- Install Machine without any extra package (minimum) Enable dag and atrpm repository in /etc/yum.repos.d yum clean all yum update rpm -e sendmail yum install gcc httpd mod_perl mysql postfix mysql-server perl-HTML-Mason perl-TermReadKey perl-libwww-perl perl-HTML-Scrubber perl-Class-ReturnValue perl-Text-Quoted perl-Calendar-Simple perl-DBIx-SearchBuilder perl-CSS-Squish perl-Encode perl-Regexp-Common perl-File-ShareDir perl-Cache-Simple-TimedExpiry perl-Locale-Maketext-Lexicon perl-Locale-Maketext-Fuzzy perl-Text-Wrapper perl-File-Temp perl-Log-Dispatch perl-UNIVERSAL-require perl-Tree-Simple perl-Text-Template perl-FCGI perl-PerlIO-eol perl-GnuPG-Interface perl-Text-WikiFormat perl-XML-RSS perl-Apache-Session perl-DBD-MySQL perl-Net-Server perl-HTTP-Server-Simple-Mason perl-MailTools perl-HTML-Parser perl-HTML-Tree perl-Time-modules perl-Convert-BinHex perl-IO-stringy perl-Test-Warn perl-Array-Compare perl-Sub-Uplevel perl-Tree-DAG_Node perl-Test-NoWarnings perl-Test-LongString perl-Class-Accessor perl-Text-vFile-asData perl-Class-Accessor-Chained perl-Test-Pod-Coverage perl-Devel-Symdump perl-Pod-Coverage perl-Test-Pod perl-Pod-Escapes perl-Pod-Simple perl-Font-AFM perl-IPC-Run perl-IPC-Run3 perl-GraphViz audiofile avahi avahi-glib esound gamin gnome-keyring gnome-mime-data gnome-mount gnome-vfs2 graphviz libXaw libbonobo libbonoboui libdaemon libglade2 libgnome libgnomecanvas libgnomeui libtool-ltdl libxslt perl-Parse-RecDescent perl-XML-Twig ruby-libs shared-mime-info tk perl-GD gd pkgconfig perl-GDGraph perl-GDTextUtil perl-Apache-DBI Manually installed: Data::ICal not_in_yum_repo HTML::FormatText not_in_yum_repo Module::Versions::Report not in right version in yum File::Temp yum packages in conflict with perl package MIME::Entity not in right version in yum (perl-MIME-tools) Encode yum packages in conflict with perl package HTTP::Server::Simple not in right version in yum IPC::Run::SafeHandles not in yum CGI not in repo and in conflit with perl package From martin.bouladour at etu.univ-nantes.fr Wed Jun 11 10:22:06 2008 From: martin.bouladour at etu.univ-nantes.fr (Martin BOULADOUR) Date: Wed, 11 Jun 2008 16:22:06 +0200 (CEST) Subject: [rt-users] REST Interface and Authentication In-Reply-To: <20080611112905.GH20006@bestpractical.com> References: <49376.193.253.180.229.1213177897.squirrel@webmail.etu.univ-nantes.fr> <20080611112905.GH20006@bestpractical.com> Message-ID: <49512.193.253.180.229.1213194126.squirrel@webmail.etu.univ-nantes.fr> Hi again, > The REST interface accepts "user" and "pass" parameters. If you're using > Perl, the code will look something like: > > $mech->post("$baseurl/REST/1.0/search/ticket", [ > user => "root", > pass => "password", > query => "queue='foo'", > ]); Is it true for all the REST interface? When I send a HTTP GET request on a URL like: http://rt.example.com/REST/1.0/search/ticket?query=...&user=root&pass=password it works, but when I try on another URL like: http://rt.example.com/REST/1.0/ticket/55?user=root&pass=password I get a "401 Credentials required" response... I don't understand. Martin Bouladour From anarcat at anarcat.ath.cx Wed Jun 11 12:58:00 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Wed, 11 Jun 2008 12:58:00 -0400 Subject: [rt-users] can't have CreateChildTicket working Message-ID: <20080611165800.GF17563@mumia.anarcat.ath.cx> Hi, I know this has been discussed and solved on this mailing list, but even then I can't figure it out properly, even after reading through all of this thread: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg12072.html The problem for me is that the wiki page lists a lot of solutions and none of them do anything at all for me. So I'll just detail what I tried here and I hope we can build on that. I basically tried two approaches: == ShowBeforeHistory callback == My first attempt was to follow verbatim what was detailed in the wiki page. # cd /usr/local/rt3/share/html/Callbacks/Koumbit/Ticket/Display.html/ # cat > ShowBeforeHistory
<& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption => 0, ShowAllQueues => 0 &>
<%INIT> <%ARGS> $Ticket => undef $Verbose => 0 $Default => 0 # /usr/local/etc/rc.d/apache2 restart This didn't seem to work, maybe because I didn't put it in the right directory. Putting it in rt3/local/html worked, but created the following error instead: Can't call method "Id" on an undefined value at /usr/local/rt3/local/html/Callbacks/SA/Ticket/Display.html/BeforeShowHistory line 13. == ShowLinks callback == So I tried to put the callback in "showlinks", as was suggested on the mailing list. # cd /usr/local/rt3 # mkdir -p local/html/Callbacks/child/Elements/ # cd local/html/Callbacks/child/Elements/ # cat > ShowLinks
<& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption => 0, ShowAllQueues => 0 &>
<%INIT> <%ARGS> $Ticket => undef $Verbose => 0 $Default => 0 # /usr/local/etc/rc.d/apache2 restart This doesn't yield anything whatsoever: no error, no output. == Results == For reference, this is FreeBSD 6.3, with Apache 2 + FastCGI / Mason. Note that today I tried the first solution suggested on the wiki page but I also tried, some time ago, the other solutions that would hook into all transactions. Those would also fail to work, but would produce some output/errors. I still didn't get those (more complicated) solutions to work and gave up back then. Now I'm trying to focus on the simpler, less featured solution (I would like to create more than "child" tickets but also dependencies, referals...) Any help very welcome, A. -- We are discreet sheep; we wait to see how the drove is going, and then go with the drove. - Mark Twain -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From sartak at bestpractical.com Wed Jun 11 12:58:24 2008 From: sartak at bestpractical.com (Shawn M Moore) Date: Wed, 11 Jun 2008 12:58:24 -0400 Subject: [rt-users] REST Interface and Authentication In-Reply-To: <49512.193.253.180.229.1213194126.squirrel@webmail.etu.univ-nantes.fr> References: <49376.193.253.180.229.1213177897.squirrel@webmail.etu.univ-nantes.fr> <20080611112905.GH20006@bestpractical.com> <49512.193.253.180.229.1213194126.squirrel@webmail.etu.univ-nantes.fr> Message-ID: <20080611165824.GI20006@bestpractical.com> On Wed, Jun 11, 2008 at 04:22:06PM +0200, Martin BOULADOUR wrote: > Hi again, > > > The REST interface accepts "user" and "pass" parameters. If you're using > > Perl, the code will look something like: > > > > $mech->post("$baseurl/REST/1.0/search/ticket", [ > > user => "root", > > pass => "password", > > query => "queue='foo'", > > ]); > > Is it true for all the REST interface? > > When I send a HTTP GET request on a URL like: > > http://rt.example.com/REST/1.0/search/ticket?query=...&user=root&pass=password > > it works, but when I try on another URL like: > > http://rt.example.com/REST/1.0/ticket/55?user=root&pass=password > > I get a "401 Credentials required" response... This may be something that was fixed in the upcoming 3.8. Here's what happens when I do it, using the LWP::Simple module: $ curl 'http://localhost/REST/1.0/search/ticket?query=id%3e1&user=root&pass=password' RT/3.7.86 200 Ok 2: yoof 3: fooo $ curl 'http://localhost/REST/1.0/ticket/1?user=root&pass=password' RT/3.7.86 200 Ok id: ticket/1 Queue: General Owner: root ... RT (though this may only be 3.8) does send a cookie if you send your credentials this way, so you should be able to reuse that cookie from the first request for the second request. Shawn From cervin at intelenet.net Wed Jun 11 12:04:26 2008 From: cervin at intelenet.net (Chance Ervin) Date: Wed, 11 Jun 2008 09:04:26 -0700 Subject: [rt-users] Disabling the Requirement to Steal a Ticket In-Reply-To: <49512.193.253.180.229.1213194126.squirrel@webmail.etu.univ-nantes.fr> Message-ID: <5f962288b707bb4ca305bd491f3e0be9@mailbox.intelenet.net> RT Version: 3.4.6 OS: RHES4 2.6.9-67.ELsmp In our environment currently, there does seem to be a need to make users steal a ticket before they pass it to another user. So, this just creates an extra unneeded step. If anyone knows how to disable the requirement to steal tickets to re-assign them, I would be very interested. Thank you. ---------------- Chance Ervin Senior Systems Engineer Intelenet Communications No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 270.2.0/1497 - Release Date: 6/11/2008 8:32 AM From adrien at modulis.ca Wed Jun 11 14:18:14 2008 From: adrien at modulis.ca (Adrien Laurent) Date: Wed, 11 Jun 2008 14:18:14 -0400 Subject: [rt-users] CustomAction Scrips Message-ID: Hi, Dear experts, I'm writing my first scrips, and I wanted to know If I'm heading in the write direction: When a ticket is created by requestor joe at something.com; I want joe's boss to be added autmatically as second requestor: if( $self->TicketObj->RequestorObj->Id = "joe at something.com") { $self->TicketObj->AddRequestor( "joe_boss at something.com ); } return( 1 ); Thanks a lot ! Adrien -- Adrien Laurent CEO 514 284 2020 x 202 From neil.schwartzman at returnpath.net Wed Jun 11 16:03:27 2008 From: neil.schwartzman at returnpath.net (Neil Schwartzman) Date: Wed, 11 Jun 2008 16:03:27 -0400 Subject: [rt-users] RTFM Line-breaks Message-ID: Hi, YES, I've Googled, searched, poked and prodded prior to asking this question (although perhaps imperfectly). We recently upgraded to V3.6.6 and legacy RTFM articles we imported by hand I add text with carriage returns and lines between paragraphs, but sentences end up displayed all in a row. Has anyone an idea on how to address this issue? TIA -- Neil Schwartzman Standards & Security Sender Score Certified Return Path Inc. 0142002038 -------------- next part -------------- An HTML attachment was scrubbed... URL: From plafontaine at iweb.com Wed Jun 11 16:03:17 2008 From: plafontaine at iweb.com (Patrick Lafontaine) Date: Wed, 11 Jun 2008 16:03:17 -0400 Subject: [rt-users] Too Many Attachments's file Message-ID: <48502F85.3070707@iweb.com> Hi everyone I use RT since 2004 and I never got any real problem. But now my MySQL database increase way too fast. The problem is that RT stores Attachments file into MySQL. My Attachments table is growing by 1Gb per month. I want to know if a module or any other procedure exist to store Attachment directly on the filesystem instead of MySQL. By storing them on filesystem, I could create a symlink to a dedicated huge hard disk. It will help MySQL a lot in at same time. Maybe someone got this problem and have a better solution ? Thanks for any comments/ideas/solutions Patrick From ktm at rice.edu Wed Jun 11 16:53:20 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 11 Jun 2008 15:53:20 -0500 Subject: [rt-users] Too Many Attachments's file In-Reply-To: <48502F85.3070707@iweb.com> References: <48502F85.3070707@iweb.com> Message-ID: <20080611205320.GN337@it.is.rice.edu> Patrick, Does MySQL support tablespaces? You could move the attachments table to a tablespace on the "dedicated huge hard disk". If not, you may want to move to a different backend. I think that Oracle and PostgreSQL both will allow you to do this partitioning. Good luck. Cheers, Ken On Wed, Jun 11, 2008 at 04:03:17PM -0400, Patrick Lafontaine wrote: > Hi everyone > > I use RT since 2004 and I never got any real problem. But now my MySQL > database increase way too fast. The problem is that RT stores > Attachments file into MySQL. My Attachments table is growing by 1Gb per > month. > > I want to know if a module or any other procedure exist to store > Attachment directly on the filesystem instead of MySQL. By storing them > on filesystem, I could create a symlink to a dedicated huge hard disk. > It will help MySQL a lot in at same time. > > Maybe someone got this problem and have a better solution ? > > Thanks for any comments/ideas/solutions > > Patrick > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rgr at sdf.lonestar.org Wed Jun 11 18:37:37 2008 From: rgr at sdf.lonestar.org (Robert G. Ristroph) Date: Wed, 11 Jun 2008 17:37:37 -0500 Subject: [rt-users] enabling RT::Mason causes apache error Message-ID: <87zlpr7g3y.fsf@rgristroph-austin.ath.cx> Hi, I have a server with a working RT on it (version 3.4.5). One a separate virtual domain, I added a 3.6.6 RT that is completely separate (different directory, db, etc). I got the thing set up as far as getting to the point of doing the apache configs. I am getting this message when I go to the newer RT: Not Found The requested URL / was not found on this server. If I comment out these two lines in my apache configs, I get the "You're Almost There!" message: SetHandler perl-script PerlHandler RT::Mason But with those lines in place, I get the 404 error above. I am not getting any useful information from my apache error and access logs. There is nothing in the var/log directory in my RT install directory in /opt. Has anyone seen anything like this ? Is there some sort of debug flag I can turn on somewhere to get me more information ? If I cannot get this fixed quickly, I will try simply copying the 3.4.5 RT that works on this machine . . . I would like to use the latest version if possible, however. --Rob -- http://rgr.freeshell.org/ From WKelleher at everestsoftwareinc.com Thu Jun 12 09:39:04 2008 From: WKelleher at everestsoftwareinc.com (William Kelleher) Date: Thu, 12 Jun 2008 09:39:04 -0400 Subject: [rt-users] Setup Apache2::AuthenNTLM for External Authentication and now RT is slow Message-ID: <6EFDE4830BBC6646933B98AFD38AD77D3F0F@VAMAIL2.ICODE.DOM> I have setup single sign on using Apache2::AuthenNTLM and ever since then the system is slow at times and sometimes seems to hang. I am getting a lot of lines in the error log like the following and maybe that has something to do with it. Is there a better alternative for External Authentication [Mon Jun 09 13:05:54 2008] [error] Bad/Missing NTLM/Basic Authorization Header for / [Mon Jun 09 13:06:15 2008] [error] Bad/Missing NTLM/Basic Authorization Header for / [Mon Jun 09 13:06:22 2008] [error] Bad/Missing NTLM/Basic Authorization Header for /Admin/ [Mon Jun 09 13:06:32 2008] [error] Bad/Missing NTLM/Basic Authorization Header for /index.html [Mon Jun 09 13:06:55 2008] [error] Bad/Missing NTLM/Basic Authorization Header for /Tools/index.html [Mon Jun 09 13:06:57 2008] [error] Bad/Missing NTLM/Basic Authorization Header for /Search/Results.html [Mon Jun 09 13:07:00 2008] [error] Bad/Missing NTLM/Basic Authorization Header for /NoAuth/css/3.5-default/main.css [Mon Jun 09 13:07:01 2008] [error] Bad/Missing NTLM/Basic Authorization Header for /NoAuth/css/print.css [Mon Jun 09 13:07:01 2008] [error] Bad/Missing NTLM/Basic Authorization Header for /NoAuth/js/util.js [Mon Jun 09 13:08:22 2008] [error] Bad/Missing NTLM/Basic Authorization Header for /Search/Chart -Willy -------------- next part -------------- An HTML attachment was scrubbed... URL: From plafontaine at iweb.com Thu Jun 12 09:50:11 2008 From: plafontaine at iweb.com (Patrick Lafontaine) Date: Thu, 12 Jun 2008 09:50:11 -0400 Subject: [rt-users] Too Many Attachments's file In-Reply-To: <20080611205320.GN337@it.is.rice.edu> References: <48502F85.3070707@iweb.com> <20080611205320.GN337@it.is.rice.edu> Message-ID: <48512993.1070100@iweb.com> Yes it is possible, but it's not very easy. Tables are innodb so the way to do is to move the entire tablespace (unless you are using innodb_file_per_table). As a MySQL DBA, i do not recommend doing this if you are using MySQL 4. In fact, i wished to solve the problem without modifying the MySQL Server structure. I make some test with an external PHP script I wrote. Briefly, it takes certain Attachments (PDF, Ms Word, JPG, etc..), store them in the filesystem and replace the content by a link. I don't really like this solution. I would like to have a built-in solution, but I don't know perl.. Patrick Kenneth Marshall a ?crit : > Patrick, > > Does MySQL support tablespaces? You could move the attachments > table to a tablespace on the "dedicated huge hard disk". If not, > you may want to move to a different backend. I think that Oracle and > PostgreSQL both will allow you to do this partitioning. Good luck. > > Cheers, > Ken > > On Wed, Jun 11, 2008 at 04:03:17PM -0400, Patrick Lafontaine wrote: > >> Hi everyone >> >> I use RT since 2004 and I never got any real problem. But now my MySQL >> database increase way too fast. The problem is that RT stores >> Attachments file into MySQL. My Attachments table is growing by 1Gb per >> month. >> >> I want to know if a module or any other procedure exist to store >> Attachment directly on the filesystem instead of MySQL. By storing them >> on filesystem, I could create a symlink to a dedicated huge hard disk. >> It will help MySQL a lot in at same time. >> >> Maybe someone got this problem and have a better solution ? >> >> Thanks for any comments/ideas/solutions >> >> Patrick >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > > From jlong at messiah.edu Thu Jun 12 09:50:49 2008 From: jlong at messiah.edu (Jason Long) Date: Thu, 12 Jun 2008 09:50:49 -0400 Subject: [rt-users] error in your SQL syntax Message-ID: <4850F179.CE7C.005D.1@messiah.edu> My rt.log file has the following error, [Thu Jun 12 02:30:17 2008] [warning]: 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 'AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL' at line 1 at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Thu Jun 12 02:30:17 2008] [warning]: RT::Handle=HASH(0xb996b418) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'CreateTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 6)) AND Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = '6' LIMIT 1' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 If you look closely at the quoted SQL statement, you see a clause like this: ... AND CachedGroupMembers.MemberId = AND ACL.PrincipalType = Groups.Type AND ... So yeah, that's an error. The error was logged when someone tried to create a ticket through the email interface. RT choked and said they didn't have permission to create a ticket, even though I have "Everyone" is granted the "CreateTicket" right in all queues. Unfortunately, I haven't been able to replicate the error. Every time _I_ send an email from a new address, RT happily creates the ticket. So if anyone knows what's wrong, let me know... otherwise, I'll keep looking. (FYI, this is RT 3.6.6.) Jason From jlong at messiah.edu Thu Jun 12 10:19:42 2008 From: jlong at messiah.edu (Jason Long) Date: Thu, 12 Jun 2008 10:19:42 -0400 Subject: [rt-users] error in your SQL syntax Message-ID: <4850F83E.CE7C.005D.1@messiah.edu> (follow-up) fyi, I looked at the stack trace, and there is a lib/RT/Interface/Email/Filter/TakeAction.pm module in the stack trace. This module is not bundled with RT 3.6.6 so my problem may be there. Jason From elacour at easter-eggs.com Thu Jun 12 10:45:30 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 12 Jun 2008 16:45:30 +0200 Subject: [rt-users] RT 3.8-TESTING on Debian etch (4.0) Message-ID: <20080612144529.GE4436@easter-eggs.com> For those who wants to run the future new major RT release on this platform, I compiled some _unofficial_ required packages and backports to make testdeps happy :) Find them here: http://rt.easter-eggs.org/debian/ From gentgeen at wikiak.org Thu Jun 12 13:14:00 2008 From: gentgeen at wikiak.org (Kevin Squire) Date: Thu, 12 Jun 2008 13:14:00 -0400 Subject: [rt-users] RT 3.8.0 BETA 3 now available In-Reply-To: References: Message-ID: <20080612131400.01c93f71@localhost.localdomain> Can anyone tell me how will AssetTracker does (or will) work with 3.8 ? On Mon, 9 Jun 2008 23:48:48 -0400 Jesse Vincent wrote: > I'm pleased to announce the third beta release of RT 3.8.0. In the > month since beta 2, we've resolved hundreds of tickets (some over 5 > years old) and averaged over 10 commits per day. We're really, really > hoping to release RT 3.8.0rc1 this Friday but can't do it without your > help. Please test out beta 3 and report issues you run into. > > I'm particularly interested in those of you using Internet Explorer. > I just lost a perfectly good evening to IE's quirks and completely > redoing RT 3.8's IE compatibility layer. Did my evening of pain have > any sort of positive impact? > > > You can download the new version of RT here: > > http://download.bestpractical.com/pub/rt/devel/rt-3.7.86.tar.gz > http://download.bestpractical.com/pub/rt/devel/rt-3.7.86.tar.gz.sig > > > Best, > Jesse > > > The full, unedited commit log since beta 2 follows: > > > > ------------------------------------------------------------------------ > r13103 | jesse | 2008-06-09 23:22:39 -0400 (Mon, 09 Jun 2008) | 3 lines > > * license tagger now has exceptions for scriptaculous and fckeditor > > ------------------------------------------------------------------------ > r13102 | jesse | 2008-06-09 23:21:36 -0400 (Mon, 09 Jun 2008) | 3 lines > > * License tag updates > > ------------------------------------------------------------------------ > r13101 | jesse | 2008-06-09 23:20:50 -0400 (Mon, 09 Jun 2008) | 3 lines > > * Remove incorrect Best Practical license from code we did not write > > ------------------------------------------------------------------------ > r13100 | jesse | 2008-06-09 21:13:36 -0400 (Mon, 09 Jun 2008) | 3 lines > > * Not having a DTD in index.html broke the homepage on IE (It put IE > into quirksmode) > > ------------------------------------------------------------------------ > r13099 | jesse | 2008-06-09 21:13:31 -0400 (Mon, 09 Jun 2008) | 3 lines > > * Redid MSIE support to no longer require IE7.js > > ------------------------------------------------------------------------ > r13098 | jesse | 2008-06-09 21:13:22 -0400 (Mon, 09 Jun 2008) | 3 lines > > * Code cleanup. Add "last" classes on menu items since IE has no > pseudo elements > > ------------------------------------------------------------------------ > r13097 | jesse | 2008-06-09 20:58:08 -0400 (Mon, 09 Jun 2008) | 3 lines > > * I gave kyoki bad advice to add newlines in the titleboxstart > component > > ------------------------------------------------------------------------ > r13096 | jesse | 2008-06-09 20:57:51 -0400 (Mon, 09 Jun 2008) | 3 lines > > * Try to avoid showing gnupg stuff on ticket create if we don't have > gnupg enabled > > ------------------------------------------------------------------------ > r13091 | kyoki | 2008-06-09 18:30:18 -0400 (Mon, 09 Jun 2008) | 10 lines > > fixed problem with queues only being shown one at a time > replaced all calls to TicketList with calls to CollectionList > RT-Ticket: 8407 > RT-Status: Resolved > RT-Update: Correspond > Applied patch to make sortable result pages with CollectionList. > Thanks Nicholas Clark (nick at ccl4.org) > > ------------------------------------------------------------------------ > r13090 | ruz | 2008-06-09 18:17:53 -0400 (Mon, 09 Jun 2008) | 2 lines > > * add 'Bookmarked tickets' to default homepage, so all > people system defaults will see it after upgrade > ------------------------------------------------------------------------ > r13089 | ruz | 2008-06-09 18:09:04 -0400 (Mon, 09 Jun 2008) | 1 line > > * report error only when there is one > ------------------------------------------------------------------------ > r13088 | jesse | 2008-06-09 17:25:11 -0400 (Mon, 09 Jun 2008) | 3 lines > > * Fix CollectionList's default count to not be 'one per page' > > ------------------------------------------------------------------------ > r13087 | jesse | 2008-06-09 17:24:54 -0400 (Mon, 09 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r13086 | jesse | 2008-06-09 17:24:14 -0400 (Mon, 09 Jun 2008) | 6 lines > > * Move GraphViz, GD and GnuPG checks into RT/Config.pm > * make config post-checks run after we have a db and logging > - this means that in case of badness in the db or logging > config, we don't have a hook to clean it up > > > ------------------------------------------------------------------------ > r13085 | jesse | 2008-06-09 17:24:04 -0400 (Mon, 09 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r13084 | jesse | 2008-06-09 17:23:37 -0400 (Mon, 09 Jun 2008) | 6 lines > > * Cleaned up GnuPG code a bit. > * RT now disabled gnupg if it doesn't exist/work. > > > ------------------------------------------------------------------------ > r13083 | jesse | 2008-06-09 17:23:22 -0400 (Mon, 09 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r13082 | jesse | 2008-06-09 17:23:07 -0400 (Mon, 09 Jun 2008) | 4 lines > > * > Removed a useless 'trying to delete' message > > ------------------------------------------------------------------------ > r13081 | jesse | 2008-06-09 17:23:02 -0400 (Mon, 09 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r13080 | sartak | 2008-06-09 17:14:54 -0400 (Mon, 09 Jun 2008) | 3 lines > > Don't encode any textarea multiple times with FCKeditor > > ------------------------------------------------------------------------ > r13079 | sartak | 2008-06-09 17:04:33 -0400 (Mon, 09 Jun 2008) | 3 lines > > Display TransactionBatch (DISABLED) in the scrip editor even if > UseTransactionBatch is disabled. > > ------------------------------------------------------------------------ > r13078 | sunnavy | 2008-06-09 16:52:37 -0400 (Mon, 09 Jun 2008) | 1 line > > check if sendmail exists > ------------------------------------------------------------------------ > r13077 | sunnavy | 2008-06-09 16:41:42 -0400 (Mon, 09 Jun 2008) | 1 line > > better description of SendmailPath > ------------------------------------------------------------------------ > r13076 | sunnavy | 2008-06-09 16:34:42 -0400 (Mon, 09 Jun 2008) | 1 line > > admin of mysql is root, of Pg is postgres > ------------------------------------------------------------------------ > r13075 | falcone | 2008-06-09 16:33:46 -0400 (Mon, 09 Jun 2008) | 5 > lines > > * force mail to never invoke sendmail. > if we shell out to a script that tries to send mail, it won't > see RT::Test's in-memory munging of MailCommand > > ------------------------------------------------------------------------ > r13074 | sunnavy | 2008-06-09 16:30:00 -0400 (Mon, 09 Jun 2008) | 1 line > > tiny text change > ------------------------------------------------------------------------ > r13073 | sartak | 2008-06-09 16:20:30 -0400 (Mon, 09 Jun 2008) | 3 lines > > Unescape internal quotes in PickCFs so that a queue with a quote in > its name displays its CFs properly. rt3.fsck.com #9574. > > ------------------------------------------------------------------------ > r13072 | sartak | 2008-06-09 15:54:02 -0400 (Mon, 09 Jun 2008) | 3 lines > > Prevent undef warning on "rt create" > > ------------------------------------------------------------------------ > r13071 | sartak | 2008-06-09 15:42:26 -0400 (Mon, 09 Jun 2008) | 3 lines > > Update the field regex in the CLI > > ------------------------------------------------------------------------ > r13070 | sartak | 2008-06-09 15:42:07 -0400 (Mon, 09 Jun 2008) | 3 lines > > Need to use LoadByName to get the correct name/queue behavior > > ------------------------------------------------------------------------ > r13069 | sartak | 2008-06-09 15:41:58 -0400 (Mon, 09 Jun 2008) | 3 lines > > Add load_or_create_custom_field > > ------------------------------------------------------------------------ > r13068 | falcone | 2008-06-09 15:38:02 -0400 (Mon, 09 Jun 2008) | 3 > lines > > * remove duplicate $Query > > ------------------------------------------------------------------------ > r13067 | kyoki | 2008-06-09 15:22:19 -0400 (Mon, 09 Jun 2008) | 5 lines > > RT-Ticket:8401 > RT-Update: correspond > applied patch from Anton Yuzhaninov > > ------------------------------------------------------------------------ > r13066 | kyoki | 2008-06-09 15:22:14 -0400 (Mon, 09 Jun 2008) | 3 lines > > Final refactoring - TicketList now completely depends on > CollectionList, which can replace it. > > ------------------------------------------------------------------------ > r13065 | kyoki | 2008-06-09 15:20:39 -0400 (Mon, 09 Jun 2008) | 3 lines > > TicketList is now just a very small wrapper > > ------------------------------------------------------------------------ > r13064 | kyoki | 2008-06-09 15:18:00 -0400 (Mon, 09 Jun 2008) | 3 lines > > Moved most of the code to CollectionList - TicketList is now just a > wrapper. Still needs some work - the front display still isn't working > > ------------------------------------------------------------------------ > r13063 | kyoki | 2008-06-09 15:17:18 -0400 (Mon, 09 Jun 2008) | 3 lines > > made TicketList dependent on CollectionList and removed some > redundant code > > ------------------------------------------------------------------------ > r13062 | kyoki | 2008-06-09 15:15:20 -0400 (Mon, 09 Jun 2008) | 3 lines > > moved everything into the INIT block + cosmetic changes > > ------------------------------------------------------------------------ > r13061 | kyoki | 2008-06-09 15:06:48 -0400 (Mon, 09 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r13060 | sunnavy | 2008-06-09 13:34:00 -0400 (Mon, 09 Jun 2008) | 1 line > > go on improving pod > ------------------------------------------------------------------------ > r13059 | sartak | 2008-06-09 13:33:52 -0400 (Mon, 09 Jun 2008) | 3 lines > > Allow : ( ) / in custom-field names in REST, refactor that regex > into RT::Interface::REST->field_spec. rt3.fsck.com #8512. Patch > originally from Jeff at ITA. > > ------------------------------------------------------------------------ > r13058 | sunnavy | 2008-06-09 12:57:33 -0400 (Mon, 09 Jun 2008) | 1 line > > made comments in RT_Config.pm as pod > ------------------------------------------------------------------------ > r13057 | elacour | 2008-06-09 12:07:21 -0400 (Mon, 09 Jun 2008) | 4 > lines > > Missed \n\r replace on vars for mason localization (break po files on > share/html/Ticket/Elements/ShowUpdateStatus(55) for example). > > ------------------------------------------------------------------------ > r13056 | elacour | 2008-06-09 11:59:57 -0400 (Mon, 09 Jun 2008) | 3 > lines > > extract-message-catalog doesn't like multilines msgid. > > ------------------------------------------------------------------------ > r13053 | elacour | 2008-06-09 11:41:08 -0400 (Mon, 09 Jun 2008) | 3 > lines > > More #loc misses. > > ------------------------------------------------------------------------ > r13052 | sunnavy | 2008-06-09 11:28:29 -0400 (Mon, 09 Jun 2008) | 1 line > > added hints of input in Install/Emails.html > ------------------------------------------------------------------------ > r13051 | elacour | 2008-06-09 11:25:04 -0400 (Mon, 09 Jun 2008) | 4 > lines > > * Added more missings loc strings. > * Typo in fr.po > > ------------------------------------------------------------------------ > r13050 | sunnavy | 2008-06-09 11:21:34 -0400 (Mon, 09 Jun 2008) | 1 line > > cleaned up > ------------------------------------------------------------------------ > r13049 | sunnavy | 2008-06-09 11:18:31 -0400 (Mon, 09 Jun 2008) | 1 line > > move MaxAttachmentSize from email address page to email configuration > page > ------------------------------------------------------------------------ > r13048 | elacour | 2008-06-09 11:14:24 -0400 (Mon, 09 Jun 2008) | 3 > lines > > Added missing #loc > > ------------------------------------------------------------------------ > r13047 | sunnavy | 2008-06-09 11:13:51 -0400 (Mon, 09 Jun 2008) | 1 line > > fixed a title inconsistent bug > ------------------------------------------------------------------------ > r13046 | elacour | 2008-06-09 11:01:58 -0400 (Mon, 09 Jun 2008) | 8 > lines > > RT-Ticket: 9600 > RT-Update: correspond > RT-Status: resolved > > Skip requstors in One-time Ccs/Bccs. > > > ------------------------------------------------------------------------ > r13043 | jesse | 2008-06-09 10:06:58 -0400 (Mon, 09 Jun 2008) | 4 lines > > * > Removed a useless 'trying to delete' message > > ------------------------------------------------------------------------ > r13042 | jesse | 2008-06-09 10:06:39 -0400 (Mon, 09 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r13041 | sunnavy | 2008-06-09 09:03:24 -0400 (Mon, 09 Jun 2008) | 1 line > > removed default values of CorrespondAddress and > CommentAddress:RT_CorrespondAddressNotSet and RT_CommentAddressNotSet > ------------------------------------------------------------------------ > r13028 | sunnavy | 2008-06-07 11:09:23 -0400 (Sat, 07 Jun 2008) | 1 line > > updated texts in finish page: we have to restart web server if port > changes > ------------------------------------------------------------------------ > r13027 | sunnavy | 2008-06-07 10:38:04 -0400 (Sat, 07 Jun 2008) | 1 line > > tiny fix > ------------------------------------------------------------------------ > r13026 | sunnavy | 2008-06-07 10:30:03 -0400 (Sat, 07 Jun 2008) | 1 line > > added domain and port configs in web installer > ------------------------------------------------------------------------ > r13025 | sunnavy | 2008-06-07 09:06:15 -0400 (Sat, 07 Jun 2008) | 1 line > > screw mail command: we only want sendmailpipe > ------------------------------------------------------------------------ > r13024 | sunnavy | 2008-06-07 08:59:25 -0400 (Sat, 07 Jun 2008) | 1 line > > improved texts > ------------------------------------------------------------------------ > r13023 | sunnavy | 2008-06-07 08:43:20 -0400 (Sat, 07 Jun 2008) | 1 line > > fixed some hints > ------------------------------------------------------------------------ > r13021 | jesse | 2008-06-07 02:37:52 -0400 (Sat, 07 Jun 2008) | 3 lines > > fix tests for I18N > > ------------------------------------------------------------------------ > r13020 | elacour | 2008-06-07 02:24:26 -0400 (Sat, 07 Jun 2008) | 8 > lines > > RT-Ticket: 7734 > RT-Status: resolved > RT-Update: correspond > > Applied patch from Todd Chapman to do more fine error checking. > > > ------------------------------------------------------------------------ > r13019 | jesse | 2008-06-07 02:05:52 -0400 (Sat, 07 Jun 2008) | 3 lines > > *style the ticket create page reasonably ok > > ------------------------------------------------------------------------ > r13018 | jesse | 2008-06-07 02:02:31 -0400 (Sat, 07 Jun 2008) | 3 lines > > * Back down ticket cloning a bit to where users seemed to want it. > clone refers to/referred to by but not other attributes > > ------------------------------------------------------------------------ > r13016 | jesse | 2008-06-07 02:01:31 -0400 (Sat, 07 Jun 2008) | 3 lines > > * Perltidy > > ------------------------------------------------------------------------ > r13015 | jesse | 2008-06-07 01:13:17 -0400 (Sat, 07 Jun 2008) | 4 lines > > * slight css tweak to lists > > > ------------------------------------------------------------------------ > r13014 | jesse | 2008-06-07 01:12:14 -0400 (Sat, 07 Jun 2008) | 3 lines > > * css padding in ticketlists > > ------------------------------------------------------------------------ > r13013 | jesse | 2008-06-07 01:11:13 -0400 (Sat, 07 Jun 2008) | 3 lines > > * Actually use styles from subelements when rendering lists > > ------------------------------------------------------------------------ > r13012 | jesse | 2008-06-07 00:17:27 -0400 (Sat, 07 Jun 2008) | 3 lines > > Removing a : and warnings avoidance > > ------------------------------------------------------------------------ > r13011 | jesse | 2008-06-07 00:13:08 -0400 (Sat, 07 Jun 2008) | 3 lines > > * Lots of style cleanup for ticket search ui. (More procrastination > of ticket update) > > ------------------------------------------------------------------------ > r13010 | jesse | 2008-06-07 00:11:47 -0400 (Sat, 07 Jun 2008) | 3 lines > > * Before/After -> before/after > > ------------------------------------------------------------------------ > r13009 | jesse | 2008-06-07 00:10:22 -0400 (Sat, 07 Jun 2008) | 3 lines > > * CSS styling of new widget-based forms > > ------------------------------------------------------------------------ > r13008 | jesse | 2008-06-07 00:09:36 -0400 (Sat, 07 Jun 2008) | 3 lines > > * Removed the word 'contain' from the UI in favor of 'match', which > is shorter and also used already for the same thing > > ------------------------------------------------------------------------ > r13007 | jesse | 2008-06-07 00:07:52 -0400 (Sat, 07 Jun 2008) | 4 lines > > * Perltidy > > > ------------------------------------------------------------------------ > r13006 | jesse | 2008-06-07 00:06:35 -0400 (Sat, 07 Jun 2008) | 4 lines > > * Fix the shredder url > * make shredder only show up from the ticket results page (not from > all the individual ticket pages) > > ------------------------------------------------------------------------ > r13005 | sartak | 2008-06-06 19:29:14 -0400 (Fri, 06 Jun 2008) | 3 lines > > Include bookmarked tickets on the home page by default. rt3.fsck.com > #9577 > > ------------------------------------------------------------------------ > r13004 | sartak | 2008-06-06 19:20:14 -0400 (Fri, 06 Jun 2008) | 3 lines > > Add an AmbiguousDayInFuture option, and make neither Past nor Future > the default. The old default of Past screws up 12/12/09 fabulously. > rt3.fsck.com #7201. > > ------------------------------------------------------------------------ > r13003 | sartak | 2008-06-06 18:56:21 -0400 (Fri, 06 Jun 2008) | 3 lines > > Remove tabs from the values in the tsv export. rt3.fsck.com #9579. > > ------------------------------------------------------------------------ > r13002 | sartak | 2008-06-06 18:48:31 -0400 (Fri, 06 Jun 2008) | 3 lines > > Don't re-encode the textarea for FCKeditor on "Save changes" button > in Ticket/Update > > ------------------------------------------------------------------------ > r13001 | sartak | 2008-06-06 18:48:21 -0400 (Fri, 06 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12998 | falcone | 2008-06-06 17:32:05 -0400 (Fri, 06 Jun 2008) | 4 > lines > > * use IgnoreMissing flag on Dashboards also to suppress > deleted Saved Searches > > ------------------------------------------------------------------------ > r12997 | falcone | 2008-06-06 17:19:45 -0400 (Fri, 06 Jun 2008) | 9 > lines > > RT-Ticket: 7844 > RT-Update: correspond > RT-Status: resolved > > * add an IgnoreMissing arg to ShowSearch and use it when displaying > homepages so that if someone deletes a Saved Search you don't > see a message like 'Saved Search RT::User-XXXX-SavedSearch-XX not > found' > > ------------------------------------------------------------------------ > r12994 | sartak | 2008-06-06 16:39:39 -0400 (Fri, 06 Jun 2008) | 3 lines > > Don't even try to replace all textareas with FCKeditor if we're > running an incompatible browser version > > ------------------------------------------------------------------------ > r12992 | jesse | 2008-06-06 16:32:06 -0400 (Fri, 06 Jun 2008) | 4 lines > > * Make the 'settings' tab of preferences the default > * Fix tests to deal. > > ------------------------------------------------------------------------ > r12991 | jesse | 2008-06-06 16:31:57 -0400 (Fri, 06 Jun 2008) | 3 lines > > * "Save Changes" > > ------------------------------------------------------------------------ > r12990 | jesse | 2008-06-06 15:51:41 -0400 (Fri, 06 Jun 2008) | 3 lines > > * Remove the option I just cloned and renamed > > ------------------------------------------------------------------------ > r12989 | jesse | 2008-06-06 15:28:44 -0400 (Fri, 06 Jun 2008) | 3 lines > > * Showing "ticket contains unread messages" is now a preference > > ------------------------------------------------------------------------ > r12988 | jesse | 2008-06-06 15:27:58 -0400 (Fri, 06 Jun 2008) | 3 lines > > * css tweak to the "unread tickets" > > ------------------------------------------------------------------------ > r12987 | jesse | 2008-06-06 14:56:09 -0400 (Fri, 06 Jun 2008) | 3 lines > > * cleaning up labels, fixing tests. > > ------------------------------------------------------------------------ > r12986 | jesse | 2008-06-06 14:55:53 -0400 (Fri, 06 Jun 2008) | 3 lines > > * fix ticket_seen tests for new phrasing > > ------------------------------------------------------------------------ > r12985 | jesse | 2008-06-06 14:55:46 -0400 (Fri, 06 Jun 2008) | 3 lines > > * Removing the preferences link breaks nav and tests. Another day. > > ------------------------------------------------------------------------ > r12984 | jesse | 2008-06-06 13:36:29 -0400 (Fri, 06 Jun 2008) | 7 lines > > RT-Ticket: 9575 > RT-Update: correspond > RT-Status: resolved > > CSS font size improvements from elacour. Other style rejiggering to > get things to line up again. > > ------------------------------------------------------------------------ > r12983 | jesse | 2008-06-06 13:14:52 -0400 (Fri, 06 Jun 2008) | 3 lines > > * Start cleaning up the ticket reply page by removing words > > ------------------------------------------------------------------------ > r12982 | jesse | 2008-06-06 13:14:46 -0400 (Fri, 06 Jun 2008) | 4 lines > > skip non-existent addresses when showing a list of possible > addresses to cc/bcc > > > ------------------------------------------------------------------------ > r12980 | jesse | 2008-06-06 12:43:20 -0400 (Fri, 06 Jun 2008) | 3 lines > > * order my args right. > > ------------------------------------------------------------------------ > r12979 | jesse | 2008-06-06 12:38:34 -0400 (Fri, 06 Jun 2008) | 3 lines > > * I know how html anchors work. really > > ------------------------------------------------------------------------ > r12978 | jesse | 2008-06-06 12:23:15 -0400 (Fri, 06 Jun 2008) | 4 lines > > * Boldification of links, > * Colorized 'ShowUpdateStatus' > > ------------------------------------------------------------------------ > r12977 | jesse | 2008-06-06 12:23:05 -0400 (Fri, 06 Jun 2008) | 3 lines > > * styling the 'unread messages' box > > ------------------------------------------------------------------------ > r12976 | jesse | 2008-06-06 12:23:00 -0400 (Fri, 06 Jun 2008) | 3 lines > > * Remove the duplicate preferences tab from RT's menus > > ------------------------------------------------------------------------ > r12975 | jesse | 2008-06-06 12:22:57 -0400 (Fri, 06 Jun 2008) | 3 lines > > * Now we have action results on a yellow background in the webui. We > are web 2.0. > > ------------------------------------------------------------------------ > r12974 | elacour | 2008-06-06 12:11:40 -0400 (Fri, 06 Jun 2008) | 8 > lines > > RT-Ticket: 5819 > RT-Status: resolved > RT-Update: correspond > > Fix QuickSearch on queues with quotes in name. > > > ------------------------------------------------------------------------ > r12973 | jesse | 2008-06-06 11:53:16 -0400 (Fri, 06 Jun 2008) | 3 lines > > * Remove the duplicate preferences tab from RT's menus > > ------------------------------------------------------------------------ > r12972 | jesse | 2008-06-06 11:51:32 -0400 (Fri, 06 Jun 2008) | 3 lines > > * Now we have action results on a yellow background in the webui. We > are web 2.0. > > ------------------------------------------------------------------------ > r12967 | jesse | 2008-06-06 10:15:26 -0400 (Fri, 06 Jun 2008) | 3 lines > > * small style improvements to ticket display > > ------------------------------------------------------------------------ > r12966 | jesse | 2008-06-06 10:14:39 -0400 (Fri, 06 Jun 2008) | 4 lines > > RT-Ticket: 9406 > * Cleaning up ticket subject display > > ------------------------------------------------------------------------ > r12949 | sartak | 2008-06-05 19:28:20 -0400 (Thu, 05 Jun 2008) | 3 lines > > Force some ./configure variables to be 1 or 0. GraphViz was empty > for me which screwed up test-dependencies > > ------------------------------------------------------------------------ > r12948 | sartak | 2008-06-05 19:23:18 -0400 (Thu, 05 Jun 2008) | 3 lines > > Correct the %INC short-circuit > > ------------------------------------------------------------------------ > r12947 | sartak | 2008-06-05 19:22:15 -0400 (Thu, 05 Jun 2008) | 3 lines > > Display a message if GD is unavailable instead of an empty image > (with plenty of errors) > > ------------------------------------------------------------------------ > r12946 | sartak | 2008-06-05 19:22:03 -0400 (Thu, 05 Jun 2008) | 3 lines > > Check for GD in configure for use in test-dependencies > > ------------------------------------------------------------------------ > r12945 | sartak | 2008-06-05 19:21:45 -0400 (Thu, 05 Jun 2008) | 3 lines > > Add a DisableGD option (which isn't yet used) > > ------------------------------------------------------------------------ > r12942 | sartak | 2008-06-05 17:14:44 -0400 (Thu, 05 Jun 2008) | 3 lines > > Typo fix > > ------------------------------------------------------------------------ > r12940 | sartak | 2008-06-05 17:14:30 -0400 (Thu, 05 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12938 | kyoki | 2008-06-05 17:04:49 -0400 (Thu, 05 Jun 2008) | 3 lines > > extracted TicketList paging to a reusable component > > ------------------------------------------------------------------------ > r12937 | sartak | 2008-06-05 16:57:27 -0400 (Thu, 05 Jun 2008) | 3 lines > > Add a callback for adding new link types. Patch by Todd Chapman. > Resolves #7177. > > ------------------------------------------------------------------------ > r12936 | ruz | 2008-06-05 16:09:37 -0400 (Thu, 05 Jun 2008) | 1 line > > * bump dependencies > ------------------------------------------------------------------------ > r12931 | jesse | 2008-06-05 15:19:18 -0400 (Thu, 05 Jun 2008) | 3 lines > > * slightly less in the way of exploding UI when you shrink down the > ticket search page > > ------------------------------------------------------------------------ > r12930 | jesse | 2008-06-05 15:18:42 -0400 (Thu, 05 Jun 2008) | 3 lines > > * A bunch of small styling stuff that was annoying me > > ------------------------------------------------------------------------ > r12929 | jesse | 2008-06-05 15:16:15 -0400 (Thu, 05 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12924 | alexmv | 2008-06-05 14:37:09 -0400 (Thu, 05 Jun 2008) | 3 lines > > * Fixups for queues qith apostrophes in them > > ------------------------------------------------------------------------ > r12923 | alexmv | 2008-06-05 13:13:26 -0400 (Thu, 05 Jun 2008) | 8 lines > > RT-Ticket: 7573 > RT-Status: resolved > RT-Update: comment > > * Only highlight due dates in the past if the ticket is still active > > > ------------------------------------------------------------------------ > r12922 | alexmv | 2008-06-05 12:55:09 -0400 (Thu, 05 Jun 2008) | 8 lines > > RT-Ticket: 7223 > RT-Status: resolved > RT-Update: comment > > * Add Privileged and Disabled properties to users in REST interface > > > ------------------------------------------------------------------------ > r12920 | sunnavy | 2008-06-05 12:03:11 -0400 (Thu, 05 Jun 2008) | 1 line > > check if cfs are validate for "Quick ticket creation" too > ------------------------------------------------------------------------ > r12919 | elacour | 2008-06-05 11:17:51 -0400 (Thu, 05 Jun 2008) | 8 > lines > > RT-Ticket: 9407 > RT-Status: resolved > RT-Update: correspond > > Add a js event to submit create ticket form on queue dropdown change. > > > ------------------------------------------------------------------------ > r12918 | elacour | 2008-06-05 11:15:04 -0400 (Thu, 05 Jun 2008) | 8 > lines > > * Add accidentally removed owner write access to RT_SiteConfig.pm > * Add tests on local/* dirs before trying to install them > * Removed a "-D" install option leaved in the last commit > Remove totally uneeded checks made in previous commit on local dir, > "-cd ... &&" is enough! > > ------------------------------------------------------------------------ > r12914 | elacour | 2008-06-05 10:38:33 -0400 (Thu, 05 Jun 2008) | 3 > lines > > Don't set uneeded executable bit on etc/* files > > ------------------------------------------------------------------------ > r12912 | elacour | 2008-06-05 04:11:30 -0400 (Thu, 05 Jun 2008) | 4 > lines > > Fix "install" usage to be BSD compatible > Make extensive use of @INSTALL@ instead of mkdir, cp > > ------------------------------------------------------------------------ > r12910 | elacour | 2008-06-05 03:30:25 -0400 (Thu, 05 Jun 2008) | 3 > lines > > Fix duplicate attribute and wrapping error from r12901 > > ------------------------------------------------------------------------ > r12909 | kyoki | 2008-06-04 20:39:52 -0400 (Wed, 04 Jun 2008) | 3 lines > > undid accidental commit > > ------------------------------------------------------------------------ > r12903 | ruz | 2008-06-04 18:39:25 -0400 (Wed, 04 Jun 2008) | 1 line > > * call rmtree only when we have $self->{'AttachmentDirs'} > ------------------------------------------------------------------------ > r12902 | kyoki | 2008-06-04 18:07:30 -0400 (Wed, 04 Jun 2008) | 3 lines > > added page numbers to the bottom of the search pages. > > ------------------------------------------------------------------------ > r12901 | kyoki | 2008-06-04 18:07:22 -0400 (Wed, 04 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12889 | sunnavy | 2008-06-04 16:07:41 -0400 (Wed, 04 Jun 2008) | 1 line > > fixed not show msg bug if updatecontent is '0' > ------------------------------------------------------------------------ > r12888 | sunnavy | 2008-06-04 16:06:32 -0400 (Wed, 04 Jun 2008) | 1 line > > fixed not process msg bug if updatecontent is '0' > ------------------------------------------------------------------------ > r12887 | alexmv | 2008-06-04 15:56:37 -0400 (Wed, 04 Jun 2008) | 3 lines > > * Fix wrapping error > > ------------------------------------------------------------------------ > r12886 | jesse | 2008-06-04 15:45:57 -0400 (Wed, 04 Jun 2008) | 2 lines > > * revert a removal which broke tab rendering in the search ui > > ------------------------------------------------------------------------ > r12885 | falcone | 2008-06-04 15:34:47 -0400 (Wed, 04 Jun 2008) | 3 > lines > > * die harders when you forget the RT_DBA* environment variables > > ------------------------------------------------------------------------ > r12884 | falcone | 2008-06-04 15:34:27 -0400 (Wed, 04 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12883 | kyoki | 2008-06-04 15:28:33 -0400 (Wed, 04 Jun 2008) | 3 lines > > small grammar changes in the RT_Config file > > ------------------------------------------------------------------------ > r12882 | alexmv | 2008-06-04 15:26:59 -0400 (Wed, 04 Jun 2008) | 3 lines > > * Use new-style config options for newly merged-in code > > ------------------------------------------------------------------------ > r12881 | alexmv | 2008-06-04 15:25:37 -0400 (Wed, 04 Jun 2008) | 3 lines > > * Less shredder test boilerplate > > ------------------------------------------------------------------------ > r12878 | falcone | 2008-06-04 14:05:50 -0400 (Wed, 04 Jun 2008) | 4 > lines > > * add in missing Group search handling for the People portion > of the Jumbo view > > ------------------------------------------------------------------------ > r12877 | falcone | 2008-06-04 14:05:42 -0400 (Wed, 04 Jun 2008) | 3 > lines > > * make some warnings stop > > ------------------------------------------------------------------------ > r12876 | alexmv | 2008-06-04 14:02:57 -0400 (Wed, 04 Jun 2008) | 5 lines > > * Warnings avoidance > * Overzealous commit > > ------------------------------------------------------------------------ > r12875 | falcone | 2008-06-04 13:25:12 -0400 (Wed, 04 Jun 2008) | 6 > lines > > * in the case that a user changes their email address or > an admin tries to change a user's email address, tell > them that the address is in use, rather than claiming > that it is illegal > > ------------------------------------------------------------------------ > r12874 | sartak | 2008-06-04 13:11:12 -0400 (Wed, 04 Jun 2008) | 3 lines > > Revert svk mismerge > > ------------------------------------------------------------------------ > r12873 | sartak | 2008-06-04 13:03:52 -0400 (Wed, 04 Jun 2008) | 3 lines > > SuppressHeader in subcomponents' Abort() to avoid display errors > > ------------------------------------------------------------------------ > r12872 | sartak | 2008-06-04 13:03:32 -0400 (Wed, 04 Jun 2008) | 3 lines > > Allow Abort to pass arbitrary arguments to the Error components, and > add a SuppressHeader argument to Elements/Error > > ------------------------------------------------------------------------ > r12871 | sartak | 2008-06-04 13:03:15 -0400 (Wed, 04 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12870 | sartak | 2008-06-04 13:02:47 -0400 (Wed, 04 Jun 2008) | 3 lines > > Make sure the correct ticket is displayed in the search results > > ------------------------------------------------------------------------ > r12868 | kyoki | 2008-06-04 11:32:12 -0400 (Wed, 04 Jun 2008) | 3 lines > > small grammar fix in rt dependencies document > > ------------------------------------------------------------------------ > r12864 | elacour | 2008-06-04 10:58:56 -0400 (Wed, 04 Jun 2008) | 8 > lines > > RT-Ticket: 5781 > RT-Status: resolved > RT-Update: correspond > > Filter out .svn directories on "make install" > > > ------------------------------------------------------------------------ > r12860 | sunnavy | 2008-06-03 16:51:21 -0400 (Tue, 03 Jun 2008) | 1 line > > compile test for Installer.pm > ------------------------------------------------------------------------ > r12859 | falcone | 2008-06-03 16:31:17 -0400 (Tue, 03 Jun 2008) | 3 > lines > > * add an option to disable/hide Reminders > > ------------------------------------------------------------------------ > r12857 | falcone | 2008-06-03 15:43:03 -0400 (Tue, 03 Jun 2008) | 6 > lines > > * fix mismerge in 12850 > * revert handle merge > * actually push fix for 12850 > > ------------------------------------------------------------------------ > r12856 | sunnavy | 2008-06-03 15:42:15 -0400 (Tue, 03 Jun 2008) | 1 line > > fixed "Quick create does not set requestor" bug: we passed wrong > Requestor arg > ------------------------------------------------------------------------ > r12855 | falcone | 2008-06-03 15:36:34 -0400 (Tue, 03 Jun 2008) | 3 > lines > > * Add a configuration flag so you can turn off Ticket Status Updates > > ------------------------------------------------------------------------ > r12854 | falcone | 2008-06-03 15:36:08 -0400 (Tue, 03 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12852 | alexmv | 2008-06-03 15:32:14 -0400 (Tue, 03 Jun 2008) | 4 lines > > * Quiet 'diag's unless we're running inver TEST_VERBOSE > * Don't warn on opening an empty testing mailbox > > ------------------------------------------------------------------------ > r12851 | falcone | 2008-06-03 15:29:37 -0400 (Tue, 03 Jun 2008) | 4 > lines > > * don't load optional modules, this means tests pass > when you don't have GraphViz installed > > ------------------------------------------------------------------------ > r12850 | falcone | 2008-06-03 15:28:59 -0400 (Tue, 03 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12848 | sartak | 2008-06-03 14:22:07 -0400 (Tue, 03 Jun 2008) | 3 lines > > Failing test for merge then search failing > > ------------------------------------------------------------------------ > r12847 | sartak | 2008-06-03 14:07:17 -0400 (Tue, 03 Jun 2008) | 3 lines > > Typo fix in a test name > > ------------------------------------------------------------------------ > r12845 | alexmv | 2008-06-03 13:51:26 -0400 (Tue, 03 Jun 2008) | 3 lines > > * Prevent "masks earlier declaration in same scope" warning > > ------------------------------------------------------------------------ > r12844 | alexmv | 2008-06-03 13:51:22 -0400 (Tue, 03 Jun 2008) | 3 lines > > * Warnings avoidance > > ------------------------------------------------------------------------ > r12842 | alexmv | 2008-06-03 13:34:26 -0400 (Tue, 03 Jun 2008) | 3 lines > > * Gut lib/t/ and re-jigger t/data/ to make more sense. > > ------------------------------------------------------------------------ > r12839 | sunnavy | 2008-06-03 13:09:26 -0400 (Tue, 03 Jun 2008) | 1 line > > refactor a bit, don't clobber existing irrelevant settings in > RT_SiteConfig.pm either > ------------------------------------------------------------------------ > r12838 | falcone | 2008-06-03 12:47:49 -0400 (Tue, 03 Jun 2008) | 7 > lines > > RT-Ticket: 7480 > RT-Status: resolved > RT-Update: correspond > > * duplicate postgres index removed > > ------------------------------------------------------------------------ > r12837 | elacour | 2008-06-03 12:38:47 -0400 (Tue, 03 Jun 2008) | 8 > lines > > RT-Ticket: 9409 > RT-Status: resolved > RT-Update: correspond > > Fix bad default submit when hitting enter in the PickCriteria text > fields. > > > ------------------------------------------------------------------------ > r12836 | sunnavy | 2008-06-03 12:35:50 -0400 (Tue, 03 Jun 2008) | 1 line > > do not clobber document of RT_Site_Config.pm > ------------------------------------------------------------------------ > r12835 | elacour | 2008-06-03 12:11:26 -0400 (Tue, 03 Jun 2008) | 5 > lines > > * Commit back LargeContent search for customfields > * Fix SQL for MySQL (missing quotes) so it doesn't break anymore t/ > ticket/search.t > * Add tests for this > > ------------------------------------------------------------------------ > r12834 | elacour | 2008-06-03 12:11:15 -0400 (Tue, 03 Jun 2008) | 3 > lines > > Fixed case when CFs count == 1 > > ------------------------------------------------------------------------ > r12833 | sartak | 2008-06-03 11:33:47 -0400 (Tue, 03 Jun 2008) | 3 lines > > Bump dep of HTTP-Server-Simple to 0.34 > > ------------------------------------------------------------------------ > r12831 | sunnavy | 2008-06-03 11:19:02 -0400 (Tue, 03 Jun 2008) | 1 line > > compile test for Util.pm > ------------------------------------------------------------------------ > r12830 | sunnavy | 2008-06-03 11:12:53 -0400 (Tue, 03 Jun 2008) | 1 line > > fixed '0 is an invalid digest' when validating cf values > ------------------------------------------------------------------------ > r12828 | sunnavy | 2008-06-03 10:08:03 -0400 (Tue, 03 Jun 2008) | 1 line > > tiny fix > ------------------------------------------------------------------------ > r12825 | elacour | 2008-06-03 01:53:17 -0400 (Tue, 03 Jun 2008) | 6 > lines > > * Add reminder tests. > * Disable uneeded filter on queue in RT::Reminders::Collection > * Move code to change reminders queue, after queue change of > concerned ticket > > > ------------------------------------------------------------------------ > r12823 | alexmv | 2008-06-02 18:30:01 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Trivial fix for a URL in the docs > > ------------------------------------------------------------------------ > r12822 | sunnavy | 2008-06-02 18:29:16 -0400 (Mon, 02 Jun 2008) | 1 line > > wrap some methods of GraphViz object to get rid of FILENO error from > FCGI > ------------------------------------------------------------------------ > r12821 | alexmv | 2008-06-02 18:29:05 -0400 (Mon, 02 Jun 2008) | 3 lines > > * More loc cleanup > > ------------------------------------------------------------------------ > r12820 | alexmv | 2008-06-02 18:28:50 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Remove unused and wrong (interpolates scalars) loc > > ------------------------------------------------------------------------ > r12819 | sunnavy | 2008-06-02 18:24:48 -0400 (Mon, 02 Jun 2008) | 1 line > > lift safe_run_child out to Util.pm > ------------------------------------------------------------------------ > r12818 | alexmv | 2008-06-02 17:26:07 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Fix a scalar interpolation in a loc string > > ------------------------------------------------------------------------ > r12817 | alexmv | 2008-06-02 17:19:25 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Fix a misplaced close paren and quote in a loc call > > ------------------------------------------------------------------------ > r12816 | alexmv | 2008-06-02 17:07:50 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Make us not pass a TODO test by accident > > ------------------------------------------------------------------------ > r12815 | sartak | 2008-06-02 17:05:49 -0400 (Mon, 02 Jun 2008) | 3 lines > > Fix %ENV clearing at the HTTP::Server::Simple level > > ------------------------------------------------------------------------ > r12814 | sartak | 2008-06-02 17:05:40 -0400 (Mon, 02 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12812 | alexmv | 2008-06-02 16:53:19 -0400 (Mon, 02 Jun 2008) | 4 lines > > * Fix tests for nulls coming last in Pg > * Typo in queue creation also caused Pg to flip out > > ------------------------------------------------------------------------ > r12811 | sartak | 2008-06-02 16:52:52 -0400 (Mon, 02 Jun 2008) | 3 lines > > The random POST failings were because %ENV was not being cleared > between requests > > ------------------------------------------------------------------------ > r12810 | sartak | 2008-06-02 16:52:21 -0400 (Mon, 02 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12809 | alexmv | 2008-06-02 15:10:33 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Warning suppression for order-by a CF with no queue given > > ------------------------------------------------------------------------ > r12808 | alexmv | 2008-06-02 14:53:57 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Warnings avoidance > > ------------------------------------------------------------------------ > r12807 | alexmv | 2008-06-02 14:53:51 -0400 (Mon, 02 Jun 2008) | 3 lines > > * We _like_ being able to return fields that have "0" as their value > > ------------------------------------------------------------------------ > r12804 | sartak | 2008-06-02 13:31:13 -0400 (Mon, 02 Jun 2008) | 3 lines > > Print a banner in rt-server telling which port(s) are open for > business > > ------------------------------------------------------------------------ > r12803 | sartak | 2008-06-02 13:31:05 -0400 (Mon, 02 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12801 | alexmv | 2008-06-02 13:15:30 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Warnings avoidance > > ------------------------------------------------------------------------ > r12800 | alexmv | 2008-06-02 13:15:14 -0400 (Mon, 02 Jun 2008) | 3 lines > > * RFC3834 compliance (Auto-Submitted header) > > ------------------------------------------------------------------------ > r12799 | sartak | 2008-06-02 12:34:13 -0400 (Mon, 02 Jun 2008) | 3 lines > > Remove reference in Makefile to RT_NET_SERVER which we removed > > ------------------------------------------------------------------------ > r12798 | alexmv | 2008-06-02 12:25:21 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Revert mismerge in 12796 > > ------------------------------------------------------------------------ > r12797 | alexmv | 2008-06-02 12:22:21 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Forward-port r12715 to 3.8 > > ------------------------------------------------------------------------ > r12796 | alexmv | 2008-06-02 12:21:55 -0400 (Mon, 02 Jun 2008) | 1 line > > ------------------------------------------------------------------------ > r12795 | sartak | 2008-06-02 12:21:03 -0400 (Mon, 02 Jun 2008) | 3 lines > > Remove some unreachable code from bin/rt-server.in - need new logic > for automatically retrying a higher port > > ------------------------------------------------------------------------ > r12794 | sartak | 2008-06-02 12:20:52 -0400 (Mon, 02 Jun 2008) | 3 lines > > Decrease the default log_level to avoid useless startup notifications > > ------------------------------------------------------------------------ > r12793 | sartak | 2008-06-02 11:57:32 -0400 (Mon, 02 Jun 2008) | 3 lines > > Include rt-email-dashboards in the README > > ------------------------------------------------------------------------ > r12792 | sartak | 2008-06-02 11:33:40 -0400 (Mon, 02 Jun 2008) | 3 lines > > Fix the dashboard URLs in rt-email-dashboards. Patch by Todd Chapman > (#9490) > > ------------------------------------------------------------------------ > r12791 | jesse | 2008-06-02 11:22:59 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Test files from 3.6 that were merged by hand and not checked in > > ------------------------------------------------------------------------ > r12790 | jesse | 2008-06-02 11:22:50 -0400 (Mon, 02 Jun 2008) | 3 lines > > * CSS Background fixes > > ------------------------------------------------------------------------ > r12789 | jesse | 2008-06-02 11:21:55 -0400 (Mon, 02 Jun 2008) | 3 lines > > new gradient that doesn't trail to white > > ------------------------------------------------------------------------ > r12788 | sunnavy | 2008-06-02 10:39:52 -0400 (Mon, 02 Jun 2008) | 1 line > > improved a regex > ------------------------------------------------------------------------ > r12787 | jesse | 2008-06-02 10:00:12 -0400 (Mon, 02 Jun 2008) | 3 lines > > * did not mean for title to have a red border > > ------------------------------------------------------------------------ > r12786 | jesse | 2008-06-02 09:51:06 -0400 (Mon, 02 Jun 2008) | 3 lines > > * make sure we truncate the page title before the 'new ticket in' > button > > ------------------------------------------------------------------------ > r12785 | jesse | 2008-06-02 09:50:48 -0400 (Mon, 02 Jun 2008) | 3 lines > > * fix search ui on smaller screens > > ------------------------------------------------------------------------ > r12784 | jesse | 2008-06-02 09:38:34 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Misc sstyle cleanups for the 'web2' style > > ------------------------------------------------------------------------ > r12783 | jesse | 2008-06-02 09:12:41 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Turn off CSS::Squish in devel mode. > > ------------------------------------------------------------------------ > r12782 | jesse | 2008-06-02 09:12:15 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Quiet down a warning when we pass a bogus argument to Group- > >HasMember > > ------------------------------------------------------------------------ > r12781 | jesse | 2008-06-02 09:11:59 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Testing needs IPC::Run3 > > ------------------------------------------------------------------------ > r12780 | jesse | 2008-06-02 08:43:03 -0400 (Mon, 02 Jun 2008) | 4 lines > > * Work around a bug in Perl 5.10 which breaks Mason's ability to > change inheritance. > > > ------------------------------------------------------------------------ > r12779 | jesse | 2008-06-02 08:25:08 -0400 (Mon, 02 Jun 2008) | 3 lines > > * Fix config file loader to work on Perl 5.10 > > ------------------------------------------------------------------------ > r12778 | sunnavy | 2008-06-02 03:03:31 -0400 (Mon, 02 Jun 2008) | 1 line > > fix relative LogDir and GnuPG homedir > ------------------------------------------------------------------------ > r12777 | jesse | 2008-05-30 17:46:09 -0400 (Fri, 30 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12776 | jesse | 2008-05-30 17:44:37 -0400 (Fri, 30 May 2008) | 3 lines > > * small cleanups to the web2 style > > ------------------------------------------------------------------------ > r12775 | jesse | 2008-05-30 17:44:19 -0400 (Fri, 30 May 2008) | 4 lines > > * make rich text editing per-user configurable. > * fix the content-type returned by fckeditor's css files > > ------------------------------------------------------------------------ > r12774 | jesse | 2008-05-30 17:44:02 -0400 (Fri, 30 May 2008) | 5 lines > > * Switch to the silver theme for fckeditor > * Start fckeditor controls minimized > * Make sure no user can ever choose comic sans > > ------------------------------------------------------------------------ > r12773 | jesse | 2008-05-30 17:43:20 -0400 (Fri, 30 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12772 | jesse | 2008-05-30 17:42:53 -0400 (Fri, 30 May 2008) | 3 lines > > further attempts to make the ticket history styles not make me want > to stab someone > > ------------------------------------------------------------------------ > r12770 | falcone | 2008-05-30 16:56:18 -0400 (Fri, 30 May 2008) | 6 > lines > > * By default, use what ENV says, otherwise when you run > standalone httpd and it picks a high port for you (or > you set one on the command line, it forces you back to > port 80 since that is the default config option) > > ------------------------------------------------------------------------ > r12769 | falcone | 2008-05-30 16:39:07 -0400 (Fri, 30 May 2008) | 4 > lines > > * revert r12734 it causes t/ticket/search.t to fail > all CF searches on mysql 4.1 > > ------------------------------------------------------------------------ > r12765 | sunnavy | 2008-05-30 11:54:57 -0400 (Fri, 30 May 2008) | 1 line > > revert titlebox-state.js back > ------------------------------------------------------------------------ > r12764 | sunnavy | 2008-05-30 11:51:50 -0400 (Fri, 30 May 2008) | 1 line > > revert RT_Site_Config.pm > ------------------------------------------------------------------------ > r12763 | sunnavy | 2008-05-30 11:48:43 -0400 (Fri, 30 May 2008) | 1 line > > fully specify attribute values > ------------------------------------------------------------------------ > r12762 | sunnavy | 2008-05-30 11:45:50 -0400 (Fri, 30 May 2008) | 1 line > > get rid of superfluous encoding of XHTML attributes > ------------------------------------------------------------------------ > r12761 | sunnavy | 2008-05-30 11:34:45 -0400 (Fri, 30 May 2008) | 1 line > > improved the way of resolving relative lib path > ------------------------------------------------------------------------ > r12760 | elacour | 2008-05-30 10:12:03 -0400 (Fri, 30 May 2008) | 3 > lines > > Applied s|
|
|g xhtml fixes from Jason Long. > > ------------------------------------------------------------------------ > r12759 | sunnavy | 2008-05-30 09:01:00 -0400 (Fri, 30 May 2008) | 1 line > > show up hints of cf values in Modify.html and ModifyAll.html all the > time > ------------------------------------------------------------------------ > r12758 | elacour | 2008-05-30 05:43:41 -0400 (Fri, 30 May 2008) | 4 > lines > > Don't block the queue ticket move if a reminder move failed, just > drop an error > in the log. > > ------------------------------------------------------------------------ > r12757 | sunnavy | 2008-05-30 05:29:45 -0400 (Fri, 30 May 2008) | 1 line > > imporved the name extract from email address a bit > ------------------------------------------------------------------------ > r12756 | sunnavy | 2008-05-30 03:54:51 -0400 (Fri, 30 May 2008) | 1 line > > fixed tests related to mails with contenttype of text/html: see the > previous commit > ------------------------------------------------------------------------ > r12755 | sunnavy | 2008-05-30 03:46:58 -0400 (Fri, 30 May 2008) | 1 line > > we want to exclude the attachment that's been used as the content of > message, not only text/plain, but all the text/ > ------------------------------------------------------------------------ > r12752 | sartak | 2008-05-29 15:43:20 -0400 (Thu, 29 May 2008) | 3 lines > > Fix the Makefile (again?) to install sbin/rt-server not bin/rt-server > > ------------------------------------------------------------------------ > r12751 | sartak | 2008-05-29 14:12:05 -0400 (Thu, 29 May 2008) | 3 lines > > Missing line from the code move? > > ------------------------------------------------------------------------ > r12750 | sartak | 2008-05-29 14:11:56 -0400 (Thu, 29 May 2008) | 3 lines > > Typo fix > > ------------------------------------------------------------------------ > r12749 | sartak | 2008-05-29 13:22:41 -0400 (Thu, 29 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12748 | sartak | 2008-05-29 13:22:20 -0400 (Thu, 29 May 2008) | 3 lines > > Include "Standalone" in the config variable names for Net::Server > > ------------------------------------------------------------------------ > r12747 | sartak | 2008-05-29 13:22:04 -0400 (Thu, 29 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12746 | sartak | 2008-05-29 13:21:42 -0400 (Thu, 29 May 2008) | 3 lines > > Net::Server::PreFork does want {min,max}_spare_servers specified > > ------------------------------------------------------------------------ > r12745 | spang | 2008-05-29 13:20:03 -0400 (Thu, 29 May 2008) | 2 lines > > Net::Server::PreForking should really be Net::Server::PreFork in rt- > test-dependencies > > ------------------------------------------------------------------------ > r12744 | jesse | 2008-05-29 13:17:04 -0400 (Thu, 29 May 2008) | 4 lines > > * fix weird wrapping issues in ticket history > > > ------------------------------------------------------------------------ > r12743 | spang | 2008-05-29 13:16:03 -0400 (Thu, 29 May 2008) | 3 lines > > install standalone server by default > revert the @FORKING@ lines I accidentally added in with my last commit > > ------------------------------------------------------------------------ > r12742 | spang | 2008-05-29 13:01:20 -0400 (Thu, 29 May 2008) | 2 lines > > add help option to rt-test-dependencies > > ------------------------------------------------------------------------ > r12741 | elacour | 2008-05-29 12:44:23 -0400 (Thu, 29 May 2008) | 3 > lines > > Move the reminder queue change to RT::Ticket::SetQueue > > ------------------------------------------------------------------------ > r12740 | sartak | 2008-05-29 12:23:07 -0400 (Thu, 29 May 2008) | 3 lines > > Net::Server::PreFork does want {min,max}_spare_servers specified > > ------------------------------------------------------------------------ > r12739 | elacour | 2008-05-29 12:18:25 -0400 (Thu, 29 May 2008) | 8 > lines > > RT-Ticket: 7764 > RT-Status: resolved > RT-Update: correspond > > Change corresponding reminders queue when we change a ticket queue. > > > ------------------------------------------------------------------------ > r12738 | sartak | 2008-05-29 11:59:32 -0400 (Thu, 29 May 2008) | 3 lines > > Make Net::Server a standalone dep, it doesn't need to be in configure > > ------------------------------------------------------------------------ > r12737 | sartak | 2008-05-29 11:59:03 -0400 (Thu, 29 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12736 | jesse | 2008-05-29 11:49:52 -0400 (Thu, 29 May 2008) | 3 lines > > * slight style tweak to the advanced edit box for searches > > ------------------------------------------------------------------------ > r12734 | elacour | 2008-05-29 10:54:56 -0400 (Thu, 29 May 2008) | 8 > lines > > RT-Ticket: 7763 > RT-Status: resolved > RT-Update: correspond > > For CFs, search on LargeContent when Content is empty. > > > ------------------------------------------------------------------------ > r12733 | sunnavy | 2008-05-29 10:34:03 -0400 (Thu, 29 May 2008) | 1 line > > more note for $CanonicalizeRedirectURLs > ------------------------------------------------------------------------ > r12732 | sunnavy | 2008-05-29 10:29:39 -0400 (Thu, 29 May 2008) | 1 line > > added $CanonicalizeRedirectURLs to alter redirect behavior > ------------------------------------------------------------------------ > r12731 | jesse | 2008-05-29 10:29:32 -0400 (Thu, 29 May 2008) | 3 lines > > * Bugfix to the lastt change > > ------------------------------------------------------------------------ > r12730 | jesse | 2008-05-29 10:29:20 -0400 (Thu, 29 May 2008) | 3 lines > > * Give tom and shawn back their visited ticket link colors > > ------------------------------------------------------------------------ > r12729 | jesse | 2008-05-29 10:13:11 -0400 (Thu, 29 May 2008) | 3 lines > > * move shredder out of the 'tools' and into the menu > > ------------------------------------------------------------------------ > r12728 | jesse | 2008-05-29 10:12:47 -0400 (Thu, 29 May 2008) | 3 lines > > * Silence a warning on an undefined attribute > > ------------------------------------------------------------------------ > r12727 | jesse | 2008-05-29 09:22:45 -0400 (Thu, 29 May 2008) | 3 lines > > * re-enable css squish > > ------------------------------------------------------------------------ > r12722 | alexmv | 2008-05-28 17:06:12 -0400 (Wed, 28 May 2008) | 3 lines > > * Add to ticket and search results > headers; closing my rt3.fsck.com #6335 from 3.5 years ago > > ------------------------------------------------------------------------ > r12721 | alexmv | 2008-05-28 17:06:02 -0400 (Wed, 28 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12720 | sartak | 2008-05-28 16:57:47 -0400 (Wed, 28 May 2008) | 3 lines > > Add --with-forking and its dependencies > > ------------------------------------------------------------------------ > r12719 | jesse | 2008-05-28 15:51:16 -0400 (Wed, 28 May 2008) | 4 lines > > * remove "at (eval 23) line 6." from the testdeps output > > > ------------------------------------------------------------------------ > r12718 | alexmv | 2008-05-28 15:49:51 -0400 (Wed, 28 May 2008) | 3 lines > > * Fix SkipSignatureOnly for text/html > > ------------------------------------------------------------------------ > r12717 | sartak | 2008-05-28 15:31:39 -0400 (Wed, 28 May 2008) | 3 lines > > Allow configuration of any Net::Server options with %NetServerOptions > > ------------------------------------------------------------------------ > r12716 | sartak | 2008-05-28 15:20:06 -0400 (Wed, 28 May 2008) | 3 lines > > Provide some fork configuration of Net::Server in RT_Config > > ------------------------------------------------------------------------ > r12714 | sartak | 2008-05-28 13:20:16 -0400 (Wed, 28 May 2008) | 3 lines > > Move bin/rt-server to sbin/rt-server > > ------------------------------------------------------------------------ > r12713 | sartak | 2008-05-28 13:10:32 -0400 (Wed, 28 May 2008) | 3 lines > > Have configure and make process rt-server.in > > ------------------------------------------------------------------------ > r12712 | sartak | 2008-05-28 13:10:09 -0400 (Wed, 28 May 2008) | 3 lines > > Begin adding rt-server.in > > ------------------------------------------------------------------------ > r12711 | sartak | 2008-05-28 13:10:00 -0400 (Wed, 28 May 2008) | 3 lines > > Make Standalone's net_server an accessor > > ------------------------------------------------------------------------ > r12710 | elacour | 2008-05-28 07:58:37 -0400 (Wed, 28 May 2008) | 8 > lines > > RT-Ticket: 7890 > RT-Status: open > RT-Update: correspond > > Add "'" and "\" to TitleBox Ids escaped chars to avoid breaking JS. > > > ------------------------------------------------------------------------ > r12709 | sunnavy | 2008-05-28 05:20:45 -0400 (Wed, 28 May 2008) | 1 line > > we should process links part at last in Jumbo page > ------------------------------------------------------------------------ > r12708 | elacour | 2008-05-28 05:06:21 -0400 (Wed, 28 May 2008) | 3 > lines > > Missing loc for RefreshHomePage title box > > ------------------------------------------------------------------------ > r12707 | elacour | 2008-05-28 04:44:10 -0400 (Wed, 28 May 2008) | 3 > lines > > Updated french translation for 3.8 > > ------------------------------------------------------------------------ > r12706 | elacour | 2008-05-28 03:56:44 -0400 (Wed, 28 May 2008) | 3 > lines > > Fix enabling/disabling group message (s/Enable status succceeded/ > Group disabled|Group enabled/). > > ------------------------------------------------------------------------ > r12704 | sunnavy | 2008-05-27 12:02:39 -0400 (Tue, 27 May 2008) | 1 line > > forgot to rename in Wrapper > ------------------------------------------------------------------------ > r12703 | sunnavy | 2008-05-27 11:56:21 -0400 (Tue, 27 May 2008) | 1 line > > renamed installation/ to Install/ > ------------------------------------------------------------------------ > r12702 | sunnavy | 2008-05-27 11:53:57 -0400 (Tue, 27 May 2008) | 1 line > > moved stuff in installation/ to Install/ > ------------------------------------------------------------------------ > r12701 | sunnavy | 2008-05-27 11:51:27 -0400 (Tue, 27 May 2008) | 1 line > > deleted obsolete Install dir > ------------------------------------------------------------------------ > r12700 | elacour | 2008-05-27 08:51:33 -0400 (Tue, 27 May 2008) | 4 > lines > > Converted to utf-8 > Fixed Content-Type, Last-Translator, Project-Id-Version > > ------------------------------------------------------------------------ > r12699 | elacour | 2008-05-27 08:45:32 -0400 (Tue, 27 May 2008) | 4 > lines > > Fix many errors reported by msgfmt! > Run extract-message-catalog hr > > ------------------------------------------------------------------------ > r12698 | sunnavy | 2008-05-27 07:47:55 -0400 (Tue, 27 May 2008) | 1 line > > added hr.po by joy at linux.hr > ------------------------------------------------------------------------ > r12649 | sartak | 2008-05-23 14:03:30 -0400 (Fri, 23 May 2008) | 3 lines > > Mention RT-Extension-RT2toRT3 in UPGRADING from 2.x > > ------------------------------------------------------------------------ > r12648 | sartak | 2008-05-23 13:32:53 -0400 (Fri, 23 May 2008) | 3 lines > > #7646. Revert parts of r4068 which doesn't properly abort the usual > browser behavior, and it doesn't increase compatibility anyway > > ------------------------------------------------------------------------ > r12647 | sartak | 2008-05-23 13:17:29 -0400 (Fri, 23 May 2008) | 3 lines > > English pass on UPGRADING > > ------------------------------------------------------------------------ > r12646 | sartak | 2008-05-23 13:04:04 -0400 (Fri, 23 May 2008) | 3 lines > > Patch from Todd Chappman, #9374. Fix missing $ > > ------------------------------------------------------------------------ > r12645 | sunnavy | 2008-05-23 09:14:46 -0400 (Fri, 23 May 2008) | 1 line > > since we have the upgrade action now, updated the upgrade instruction > ------------------------------------------------------------------------ > r12639 | elacour | 2008-05-23 08:10:43 -0400 (Fri, 23 May 2008) | 8 > lines > > RT-Ticket: 6823 > RT-Update: correspond > RT-Status: open > > Some xhtml fixes (checked -> checked="checked", selected -> > selected="selected"). > > > ------------------------------------------------------------------------ > r12638 | sunnavy | 2008-05-23 06:24:49 -0400 (Fri, 23 May 2008) | 1 line > > insert action in rt-setup-database do not need dba and dba-password > ------------------------------------------------------------------------ > r12635 | sunnavy | 2008-05-23 05:42:06 -0400 (Fri, 23 May 2008) | 1 line > > we don't need ProcessSearchQuery any more > ------------------------------------------------------------------------ > r12632 | elacour | 2008-05-23 04:43:11 -0400 (Fri, 23 May 2008) | 3 > lines > > Miising two files on commit for the Queue Customfields support :( > > ------------------------------------------------------------------------ > r12626 | sunnavy | 2008-05-22 15:59:47 -0400 (Thu, 22 May 2008) | 1 line > > $Refresh are not always just a number, it can be "1;URL=$URL" > ------------------------------------------------------------------------ > r12625 | alexmv | 2008-05-22 15:37:06 -0400 (Thu, 22 May 2008) | 3 lines > > * Apply #7642, allowing links on non-ticket objects > > ------------------------------------------------------------------------ > r12624 | alexmv | 2008-05-22 15:28:15 -0400 (Thu, 22 May 2008) | 3 lines > > * Apply a variant of #7643 -- HTTP basic auth support > > ------------------------------------------------------------------------ > r12623 | sartak | 2008-05-22 15:06:45 -0400 (Thu, 22 May 2008) | 5 lines > > Patch from Todd Chapman. fsck.com #7729 > Let SelectDate be more sticky by letting callers get around the > default. > Also make ShowTime be default on. > > ------------------------------------------------------------------------ > r12622 | sartak | 2008-05-22 14:40:06 -0400 (Thu, 22 May 2008) | 3 lines > > Patch from Todd Chapman for a callback to add more CF validation > regex. #7622 > > ------------------------------------------------------------------------ > r12621 | sartak | 2008-05-22 13:26:00 -0400 (Thu, 22 May 2008) | 3 lines > > Add a post-ticketlist callback to Search/Bulk > > ------------------------------------------------------------------------ > r12616 | elacour | 2008-05-22 08:46:11 -0400 (Thu, 22 May 2008) | 8 > lines > > RT-Ticket: 9356 > RT-Status: resolved > RT-Update: correspond > > Add support for queues customfields. > > > ------------------------------------------------------------------------ > r12613 | alexmv | 2008-05-21 17:35:07 -0400 (Wed, 21 May 2008) | 3 lines > > * Apply rt3.fsck.com #7405 from Todd Chapman > > ------------------------------------------------------------------------ > r12612 | alexmv | 2008-05-21 16:09:41 -0400 (Wed, 21 May 2008) | 3 lines > > * Whoops -- remove debug statements > > ------------------------------------------------------------------------ > r12611 | alexmv | 2008-05-21 16:03:50 -0400 (Wed, 21 May 2008) | 3 lines > > * <%once> blocks are Often More Evil Than You Think > > ------------------------------------------------------------------------ > r12610 | alexmv | 2008-05-21 15:25:41 -0400 (Wed, 21 May 2008) | 3 lines > > * Use the right replacement method for loc > > ------------------------------------------------------------------------ > r12609 | alexmv | 2008-05-21 14:05:56 -0400 (Wed, 21 May 2008) | 3 lines > > * Implement rt3.fsck.com #6940 > > ------------------------------------------------------------------------ > r12608 | alexmv | 2008-05-21 13:45:37 -0400 (Wed, 21 May 2008) | 9 lines > > RT-Ticket: 6002 > RT-Status: resolved > RT-Update: comment > > Applied to 3.8. Also, I think 'or' reads better than '||' -- so, > neener neener, ticket #6002 peanut gallery! > > > ------------------------------------------------------------------------ > r12607 | sartak | 2008-05-21 12:15:35 -0400 (Wed, 21 May 2008) | 3 lines > > Flexibly parse date strings in REST ticket creation. Resolves #9049. > > ------------------------------------------------------------------------ > r12606 | sartak | 2008-05-21 12:15:08 -0400 (Wed, 21 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12605 | sunnavy | 2008-05-21 11:40:08 -0400 (Wed, 21 May 2008) | 1 line > > better handle selectstatus in /SelfService/Update.html > ------------------------------------------------------------------------ > r12604 | sunnavy | 2008-05-21 11:36:31 -0400 (Wed, 21 May 2008) | 1 line > > we should set status after 'Add correspondence', or the ticket will be > autoopen because of the 'On Correspond Open Tickets' scrip > ------------------------------------------------------------------------ > r12603 | alexmv | 2008-05-21 11:09:26 -0400 (Wed, 21 May 2008) | 3 lines > > * Small mismerge in 3.6 -> 3.8 > > ------------------------------------------------------------------------ > r12602 | sunnavy | 2008-05-21 08:43:38 -0400 (Wed, 21 May 2008) | 1 line > > doc update > ------------------------------------------------------------------------ > r12596 | sunnavy | 2008-05-21 05:38:41 -0400 (Wed, 21 May 2008) | 3 > lines > > multiple lines support for args like text='1st line, > 2nd line, > 3rd line!' > ------------------------------------------------------------------------ > r12593 | sunnavy | 2008-05-21 03:53:24 -0400 (Wed, 21 May 2008) | 1 line > > no js/ie7 but js/IE7 > ------------------------------------------------------------------------ > r12575 | jesse | 2008-05-21 01:43:50 -0400 (Wed, 21 May 2008) | 4 lines > > r31795 at 31b: jesse | 2008-05-21 13:41:09 +0800 > * dealt with divergent code in custom field lookups between 3.6 and > 3.8 > > > ------------------------------------------------------------------------ > r12574 | jesse | 2008-05-21 01:43:34 -0400 (Wed, 21 May 2008) | 3 lines > > r31794 at 31b: jesse | 2008-05-21 12:11:37 +0800 > * cleanups to mismerge of tests > > ------------------------------------------------------------------------ > r12573 | jesse | 2008-05-21 01:43:10 -0400 (Wed, 21 May 2008) | 3 lines > > r31793 at 31b: jesse | 2008-05-21 11:45:28 +0800 > * Merge down from RT 3.6. (Except for tests. those will come in the > next commit) > > ------------------------------------------------------------------------ > r12572 | sunnavy | 2008-05-21 00:06:00 -0400 (Wed, 21 May 2008) | 1 line > > cleaned up > ------------------------------------------------------------------------ > r12571 | sunnavy | 2008-05-21 00:04:06 -0400 (Wed, 21 May 2008) | 1 line > > do not need DevelMode any more, we just delete > $INC{'RT_SiteConfig.pm'} manually > ------------------------------------------------------------------------ > r12570 | sunnavy | 2008-05-21 00:01:52 -0400 (Wed, 21 May 2008) | 1 line > > do not need DevelMode any more, we just delete > $INC{'RT_SiteConfig.pm'} manually > ------------------------------------------------------------------------ > r12569 | alexmv | 2008-05-20 18:39:41 -0400 (Tue, 20 May 2008) | 3 lines > > * Only wrap encoded versions in quotes if they don't already have > them > > ------------------------------------------------------------------------ > r12568 | alexmv | 2008-05-20 17:35:27 -0400 (Tue, 20 May 2008) | 3 lines > > * A little more message catalog cleanup for r12567 > > ------------------------------------------------------------------------ > r12567 | elacour | 2008-05-20 17:20:26 -0400 (Tue, 20 May 2008) | 8 > lines > > RT-Ticket: 5195 > RT-Status: resolved > RT-Update: correspond > > Print object name when adding a member to a group > > > ------------------------------------------------------------------------ > r12566 | alexmv | 2008-05-20 16:43:44 -0400 (Tue, 20 May 2008) | 3 lines > > * Make the NewUser callback actually useful > > ------------------------------------------------------------------------ > r12565 | alexmv | 2008-05-20 15:46:07 -0400 (Tue, 20 May 2008) | 3 lines > > * DefaultQueue preference > > ------------------------------------------------------------------------ > r12564 | alexmv | 2008-05-20 15:45:44 -0400 (Tue, 20 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12562 | sartak | 2008-05-20 14:49:27 -0400 (Tue, 20 May 2008) | 3 lines > > Remove an unclosed fold > > ------------------------------------------------------------------------ > r12561 | sartak | 2008-05-20 14:49:14 -0400 (Tue, 20 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12560 | alexmv | 2008-05-20 14:11:43 -0400 (Tue, 20 May 2008) | 5 lines > > * Avoid double timezone-offset by moving default due code to one > place > * Make default due date work if there is no Due field submitted, like > quick create > > ------------------------------------------------------------------------ > r12559 | sartak | 2008-05-20 14:10:56 -0400 (Tue, 20 May 2008) | 3 lines > > Example of setting due date in bin/rt > > ------------------------------------------------------------------------ > r12558 | sartak | 2008-05-20 14:10:49 -0400 (Tue, 20 May 2008) | 3 lines > > Use Time::ParseDate in the REST form update (instead of expecting > the user to give us a SQL date) > > ------------------------------------------------------------------------ > r12557 | sartak | 2008-05-20 14:10:37 -0400 (Tue, 20 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12556 | alexmv | 2008-05-20 13:37:44 -0400 (Tue, 20 May 2008) | 8 lines > > RT-Ticket: 6729 > RT-Status: resolved > > * Perltidy (initially to just kill the tabs) > * Superusers can see other superusers in owner dropdowns > * Always include current owner in owner dropdown > > ------------------------------------------------------------------------ > r12555 | sartak | 2008-05-20 13:19:14 -0400 (Tue, 20 May 2008) | 3 lines > > Give t/clicky.t a test plan > > ------------------------------------------------------------------------ > r12554 | sartak | 2008-05-20 13:19:05 -0400 (Tue, 20 May 2008) | 1 line > > ------------------------------------------------------------------------ > r12553 | alexmv | 2008-05-20 12:58:35 -0400 (Tue, 20 May 2008) | 3 lines > > * Use $RT::VarPath as the root for tempdirs, in case /tmp isn't > writable > > ------------------------------------------------------------------------ > r12552 | sartak | 2008-05-20 12:22:30 -0400 (Tue, 20 May 2008) | 3 lines > > Give the due date in the user's timezone when setting a > DefaultDueIn, because that's what the rest of the system expects > > ------------------------------------------------------------------------ > r12551 | elacour | 2008-05-20 11:54:56 -0400 (Tue, 20 May 2008) | 6 > lines > > * Be consistent with text tabs between Admin/Global/CustomFields/ > index.html and > Admin/Elements/GlobalCustomFieldTabs. > * Indent cleanup. > > > ------------------------------------------------------------------------ > r12550 | sartak | 2008-05-20 11:31:34 -0400 (Tue, 20 May 2008) | 3 lines > > Avoid need to use Module::Refresh on RT::Handle by making its > require-and-subclass logic a method > > ------------------------------------------------------------------------ > r12546 | sunnavy | 2008-05-20 02:48:37 -0400 (Tue, 20 May 2008) | 8 > lines > > r12608 at sunnavys-mb: sunnavy | 2008-05-20 14:42:41 +0800 > RT-Ticket: 9095 > RT-Status: resolved > > Autoreply.pm duplicates a large sub (SetReturnAddress) from > SendEmail.pm for a > single line of code change. should be refactored > > > ------------------------------------------------------------------------ > r12540 | alexmv | 2008-05-19 17:53:37 -0400 (Mon, 19 May 2008) | 6 lines > > * Use /Elements/Header on logout so we get no-cache headers > * Style the logout box a bit > * clobber CurrentUser after logout so header bar says we are logged > out > * Add missing on login > > ------------------------------------------------------------------------ > r12539 | alexmv | 2008-05-19 16:59:58 -0400 (Mon, 19 May 2008) | 3 lines > > * Remove newlines from logging messages > > ------------------------------------------------------------------------ > r12538 | alexmv | 2008-05-19 16:00:48 -0400 (Mon, 19 May 2008) | 3 lines > > * Remove LoadByURI, which was deprecated, unworking, and unused > since 2.0 > > ------------------------------------------------------------------------ > r12536 | sartak | 2008-05-19 13:15:42 -0400 (Mon, 19 May 2008) | 3 lines > > More tests for subscribing and unsubscribing > > ------------------------------------------------------------------------ > r12535 | sartak | 2008-05-19 13:13:05 -0400 (Mon, 19 May 2008) | 3 lines > > Report dashboard name instead of ID in unsubscribe > > ------------------------------------------------------------------------ > r12534 | sartak | 2008-05-19 12:11:02 -0400 (Mon, 19 May 2008) | 3 lines > > Little cleanups in rt-email-dashboards.in > > ------------------------------------------------------------------------ > r12532 | sunnavy | 2008-05-19 10:38:44 -0400 (Mon, 19 May 2008) | 3 > lines > > r12602 at sunnavys-mb: sunnavy | 2008-05-19 22:37:18 +0800 > removed todo labels for tests that passed > > ------------------------------------------------------------------------ > r12527 | sunnavy | 2008-05-19 09:16:27 -0400 (Mon, 19 May 2008) | 3 > lines > > r12598 at sunnavys-mb: sunnavy | 2008-05-19 21:12:34 +0800 > sequence "attachments_id_seq" only supports USAGE, SELECT, and UPDATE > > ------------------------------------------------------------------------ > r12526 | sunnavy | 2008-05-19 09:16:07 -0400 (Mon, 19 May 2008) | 3 > lines > > r12597 at sunnavys-mb: sunnavy | 2008-05-19 21:11:36 +0800 > updated test because of layout change( html->share/html ) > > ------------------------------------------------------------------------ > r12525 | elacour | 2008-05-19 08:37:06 -0400 (Mon, 19 May 2008) | 1 line > > More html -> share/html fixes. > ------------------------------------------------------------------------ > r12524 | sunnavy | 2008-05-19 08:08:04 -0400 (Mon, 19 May 2008) | 3 > lines > > r12593 at sunnavys-mb: sunnavy | 2008-05-19 19:58:29 +0800 > tiny fix > > ------------------------------------------------------------------------ > r12523 | sunnavy | 2008-05-19 08:07:36 -0400 (Mon, 19 May 2008) | 3 > lines > > r12592 at sunnavys-mb: sunnavy | 2008-05-19 13:51:28 +0800 > html lives in share/html > > ------------------------------------------------------------------------ > r12484 | sunnavy | 2008-05-17 09:02:47 -0400 (Sat, 17 May 2008) | 1 line > > fixed a weird bug with a weird way ;) > ------------------------------------------------------------------------ > r12482 | sunnavy | 2008-05-17 08:54:43 -0400 (Sat, 17 May 2008) | 4 > lines > > need save config in DatabaseType.html, or the LoadConfig in the next > page won't > go well, even it save config there before LoadConfig. > don't know the the reason right now. > > ------------------------------------------------------------------------ > r12481 | sunnavy | 2008-05-17 08:46:31 -0400 (Sat, 17 May 2008) | 1 line > > refactor a bit > ------------------------------------------------------------------------ > r12420 | sunnavy | 2008-05-17 02:28:52 -0400 (Sat, 17 May 2008) | 1 line > > Connection succeeded is likley most right > ------------------------------------------------------------------------ > r12419 | sunnavy | 2008-05-17 02:04:57 -0400 (Sat, 17 May 2008) | 1 line > > better words > ------------------------------------------------------------------------ > r12365 | sunnavy | 2008-05-16 02:58:29 -0400 (Fri, 16 May 2008) | 1 line > > bug fix > ------------------------------------------------------------------------ > r12361 | sunnavy | 2008-05-16 01:01:46 -0400 (Fri, 16 May 2008) | 1 line > > need to require RT::Installer since we use it in bin/standalone_httpd > ------------------------------------------------------------------------ > r12359 | elacour | 2008-05-15 17:01:16 -0400 (Thu, 15 May 2008) | 3 > lines > > Add missing WebPath for images links in web2 css. > > ------------------------------------------------------------------------ > r12357 | ruz | 2008-05-15 12:57:14 -0400 (Thu, 15 May 2008) | 1 line > > * update po files > ------------------------------------------------------------------------ > r12356 | ruz | 2008-05-15 12:38:35 -0400 (Thu, 15 May 2008) | 1 line > > * minor fixes of po files using msgfmt -c > ------------------------------------------------------------------------ > r12345 | sunnavy | 2008-05-15 08:22:22 -0400 (Thu, 15 May 2008) | 1 line > > make relative be default layout > ------------------------------------------------------------------------ > r12343 | sunnavy | 2008-05-15 07:41:13 -0400 (Thu, 15 May 2008) | 1 line > > tiny fix > ------------------------------------------------------------------------ > r12342 | sunnavy | 2008-05-15 07:30:43 -0400 (Thu, 15 May 2008) | 1 line > > catdir seems better > ------------------------------------------------------------------------ > r12341 | sartak | 2008-05-15 07:25:07 -0400 (Thu, 15 May 2008) | 3 lines > > Actually, it's probably not a big deal to chmod -w, since install > only happens on standalone httpd > > ------------------------------------------------------------------------ > r12340 | sartak | 2008-05-15 07:24:56 -0400 (Thu, 15 May 2008) | 3 lines > > Die if the configuration exists but is unwritable > > ------------------------------------------------------------------------ > r12339 | sartak | 2008-05-15 07:24:45 -0400 (Thu, 15 May 2008) | 4 lines > > More prose fixes. > Explain why chmod -w is a good idea > > ------------------------------------------------------------------------ > r12338 | sartak | 2008-05-15 07:13:56 -0400 (Thu, 15 May 2008) | 3 lines > > List the full path of the config file in the finish page; make the > config file a method in RT::Installer > > ------------------------------------------------------------------------ > r12337 | sartak | 2008-05-15 07:04:14 -0400 (Thu, 15 May 2008) | 3 lines > > Misc prose fixes > > ------------------------------------------------------------------------ > r12336 | sartak | 2008-05-15 06:53:50 -0400 (Thu, 15 May 2008) | 3 lines > > Prefer separate words to CamelCase in config descriptions > > ------------------------------------------------------------------------ > r12335 | sartak | 2008-05-15 06:53:43 -0400 (Thu, 15 May 2008) | 3 lines > > Better success/error messages in writing to site config > > ------------------------------------------------------------------------ > r12334 | sartak | 2008-05-15 06:53:34 -0400 (Thu, 15 May 2008) | 3 lines > > Print only defined configuration into the generated site config > > ------------------------------------------------------------------------ > r12333 | sartak | 2008-05-15 06:36:26 -0400 (Thu, 15 May 2008) | 3 lines > > Fix Install RT link (though sending people to installation.com is > kinda funny :) ) > > ------------------------------------------------------------------------ > r12332 | sartak | 2008-05-15 06:27:22 -0400 (Thu, 15 May 2008) | 3 lines > > English pass on the database details form > > ------------------------------------------------------------------------ > r12331 | sartak | 2008-05-15 06:23:39 -0400 (Thu, 15 May 2008) | 3 lines > > English pass on the database details install page > > ------------------------------------------------------------------------ > r12330 | sartak | 2008-05-15 06:08:23 -0400 (Thu, 15 May 2008) | 3 lines > > Prevent an undef warning > > ------------------------------------------------------------------------ > r12324 | sunnavy | 2008-05-15 05:59:30 -0400 (Thu, 15 May 2008) | 1 line > > updated Makefile.in for the layout change stuff > ------------------------------------------------------------------------ > r12323 | sartak | 2008-05-15 05:47:17 -0400 (Thu, 15 May 2008) | 3 lines > > couldn't be find -> couldn't be found > > ------------------------------------------------------------------------ > r12322 | ruz | 2008-05-15 05:42:43 -0400 (Thu, 15 May 2008) | 4 lines > > * fix error message as it was wrong > * indent > > ------------------------------------------------------------------------ > r12314 | ruz | 2008-05-14 12:14:04 -0400 (Wed, 14 May 2008) | 3 lines > > * ask for RT version, we don't know how to guess > > ------------------------------------------------------------------------ > r12313 | ruz | 2008-05-14 12:13:53 -0400 (Wed, 14 May 2008) | 3 lines > > * initial support of upgrade action > > ------------------------------------------------------------------------ > r12312 | ruz | 2008-05-14 12:13:41 -0400 (Wed, 14 May 2008) | 3 lines > > * prepare for upgrade action > > ------------------------------------------------------------------------ > r12311 | ruz | 2008-05-14 12:13:30 -0400 (Wed, 14 May 2008) | 3 lines > > * db compatibility checks have been moved into handle > > ------------------------------------------------------------------------ > r12310 | ruz | 2008-05-14 12:13:20 -0400 (Wed, 14 May 2008) | 3 lines > > * each command must have trailing ';' > > ------------------------------------------------------------------------ > r12309 | sunnavy | 2008-05-14 09:43:40 -0400 (Wed, 14 May 2008) | 1 line > > updated config.layout: html is share/html in inplace layout > ------------------------------------------------------------------------ > r12308 | sunnavy | 2008-05-14 09:22:46 -0400 (Wed, 14 May 2008) | 1 line > > source layout change! html now lives in share/html > ------------------------------------------------------------------------ > r12203 | ruz | 2008-05-09 17:48:42 -0400 (Fri, 09 May 2008) | 1 line > > * alter table is case sensetive in Pg, thanks to Mat Brletic > ------------------------------------------------------------------------ > r12192 | jesse | 2008-05-09 12:42:52 -0400 (Fri, 09 May 2008) | 3 lines > > typo fix > > ------------------------------------------------------------------------ > r12188 | ruz | 2008-05-09 12:25:23 -0400 (Fri, 09 May 2008) | 1 line > > * document shrinking CGM table > ------------------------------------------------------------------------ > r12187 | ruz | 2008-05-09 11:50:50 -0400 (Fri, 09 May 2008) | 1 line > > * refactor scrip and use transactions to protect recursive deletions > ------------------------------------------------------------------------ > r12186 | ruz | 2008-05-09 10:42:55 -0400 (Fri, 09 May 2008) | 1 line > > * add CGM table shrinker > ------------------------------------------------------------------------ > r12185 | ruz | 2008-05-09 10:41:50 -0400 (Fri, 09 May 2008) | 2 lines > > * don't create CGM records for short loop record. We create such records > for groups. > ------------------------------------------------------------------------ > r12150 | sunnavy | 2008-05-08 06:52:11 -0400 (Thu, 08 May 2008) | 1 line > > $WebURL has trailing '/' > ------------------------------------------------------------------------ > r12149 | elacour | 2008-05-08 03:28:27 -0400 (Thu, 08 May 2008) | 3 > lines > > Added missing webpath for non-root installations. > > -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From rob at dzhon.com Thu Jun 12 00:06:57 2008 From: rob at dzhon.com (Rob Gillan) Date: Thu, 12 Jun 2008 14:06:57 +1000 Subject: [rt-users] Rt at a glance issue after 3.4.5 to 3.6.6 upgrade Message-ID: Hello, We've just upgraded from 3.4.5 to 3.6.6 on OS X. Upgrade appeared to go smoothly, but when trying to run the upgrade scripts for the 3.5.1 schema as told the following messages occur: dev:~ root# /opt/rt3/sbin/rt-setup-database --dba root --prompt-for- dba-password --action schema --datadir etc/upgrade/3.5.1 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating database schema. Couldn't find schema file for mysql dev:~ root# Looking in RT_Config it only has: Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); and these are the only options that appear when the Edit button is clicked to customise the RT at a glance page. I am logged in with superuser privs, and searches show many tickets assigned to the user name. Does anyone have any idea what could have gone wrong or what we are missing? Thanks Rob From JoopvandeWege at mococo.nl Fri Jun 13 04:45:48 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Fri, 13 Jun 2008 10:45:48 +0200 Subject: [rt-users] RT 3.8.0 BETA 3 now available In-Reply-To: <20080612131400.01c93f71@localhost.localdomain> References: <20080612131400.01c93f71@localhost.localdomain> Message-ID: <485233BC.7090401@mococo.nl> Kevin Squire wrote: > Can anyone tell me how will AssetTracker does (or will) work with 3.8 ? > Just installed 3.8 and AssetTracker. Seems to work fine. I get all my data back. There are a couple of things though: - a my $groupmembers redefinition, easily fixed - a forgotten '/' (http://rt3test/rt3AssetTracker/Admin/Types/index.html) - web2 style isn't implemented (yet) Joop From dan at gconnect.net Fri Jun 13 07:45:50 2008 From: dan at gconnect.net (Dan Massey) Date: Fri, 13 Jun 2008 12:45:50 +0100 Subject: [rt-users] Replying with attached text files Message-ID: Hi List We are using RT 3.6.6 on FreeBSD 7.0 which seems to work well. We have a small issue in that when we reply to a ticket and want to attach a txt file, the system renders the content of the attached file into the body of the email. I'm guessing somewhere there will be a setting for us to exclude txt files from this behaviour. Does anybody know how to do this? Thanks for looking Dan From elacour at easter-eggs.com Fri Jun 13 07:53:34 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 13 Jun 2008 13:53:34 +0200 Subject: [rt-users] Replying with attached text files In-Reply-To: References: Message-ID: <20080613115333.GB24779@easter-eggs.com> On Fri, Jun 13, 2008 at 12:45:50PM +0100, Dan Massey wrote: > Hi List Hi, > > We are using RT 3.6.6 on FreeBSD 7.0 which seems to work well. We have a > small issue in that when we reply to a ticket and want to attach a txt file, > the system renders the content of the attached file into the body of the > email. I'm guessing somewhere there will be a setting for us to exclude txt > files from this behaviour. > > Does anybody know how to do this? > yes, see $SuppressInlineTextFiles in configuration file ;) From cberry at ironicdesign.com Fri Jun 13 14:47:52 2008 From: cberry at ironicdesign.com (Cory Berry) Date: Fri, 13 Jun 2008 13:47:52 -0500 Subject: [rt-users] Merged tickets slow or unable to load in browser Message-ID: <1213382872.9637.13.camel@cberry-Ironic-laptop> Yesterday, after merging two tickets, I attempted to click on the ticket link in the queue to open the newly merged ticket to read. After a bit of a wait, the browser displays an Internal Server Error message. This morning, I find out that another user had this problem two or three weeks ago with some tickets he merged. I created four new tickets for testing. I merged the four tickets into two separate tickets (I did them in different queues to see if that made any difference). When I clicked on the ticket in the list, it took more than 20 seconds but the newly-formed tickets displayed. I then merged the two tickets into one ticket. After that merge, I receive the ISE when I try to click on the ticket. I've looked in the mailing list archives and saw a few others with this question in the past 7 or so months, but most didn't receive a reply. I did find one where someone someone had luck by vacuuming the postgres db. I tried that with no change in results. I'm using RT 3.6.6 on Ubuntu 8.04 Hardy Heron with ?apache-2.2.8, fastcgi, perl 5.10. Suggestions or is there any additional info that I need to dig up to help you help me? Thanks, Cory From sven.sternberger at desy.de Mon Jun 16 04:41:23 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 16 Jun 2008 10:41:23 +0200 Subject: [rt-users] Packagelist for RT38 on RHEL/Centos/SL 5 In-Reply-To: <1213191233.31745.19.camel@pcx4546.desy.de> References: <1213191233.31745.19.camel@pcx4546.desy.de> Message-ID: <1213605683.6399.3.camel@pcx4546.desy.de> Updated Version for 3.8rc1 regards! sven -------------- next part -------------- Install Machine without any extra package (minimum) Enable dag and atrpm repository in /etc/yum.repos.d yum install =========== gcc ntp httpd mod_perl mod_auth_kerb mod_ssl distcache mysql postfix mysql-server perl-TermReadKey perl-libwww-perl perl-HTML-Scrubber perl-Class-ReturnValue perl-Text-Quoted perl-Calendar-Simple perl-DBIx-SearchBuilder perl-CSS-Squish perl-Encode perl-Regexp-Common perl-File-ShareDir perl-Cache-Simple-TimedExpiry perl-Locale-Maketext-Lexicon perl-Locale-Maketext-Fuzzy perl-Text-Wrapper perl-File-Temp perl-Log-Dispatch perl-UNIVERSAL-require perl-Tree-Simple perl-Text-Template perl-FCGI perl-PerlIO-eol perl-GnuPG-Interface perl-Text-WikiFormat perl-XML-RSS perl-Apache-Session perl-DBD-MySQL perl-Net-Server perl-MailTools perl-HTML-Parser perl-HTML-Tree perl-Time-modules perl-Convert-BinHex perl-IO-stringy perl-Test-Warn perl-Array-Compare perl-Sub-Uplevel perl-Tree-DAG_Node perl-Test-NoWarnings perl-Test-LongString perl-Class-Accessor perl-Text-vFile-asData perl-Class-Accessor-Chained perl-Test-Pod-Coverage perl-Devel-Symdump perl-Pod-Coverage perl-Test-Pod perl-Pod-Escapes perl-Pod-Simple perl-Font-AFM perl-IPC-Run perl-IPC-Run3 perl-GraphViz audiofile avahi avahi-glib esound gamin gnome-keyring gnome-mime-data gnome-mount gnome-vfs2 graphviz libXaw libbonobo libbonoboui libdaemon libglade2 libgnome libgnomecanvas libgnomeui libtool-ltdl libxslt perl-Parse-RecDescent perl-XML-Twig ruby-libs shared-mime-info tk perl-GD gd pkgconfig perl-GDGraph perl-GDTextUtil perl-Apache-DBI rpm install =========== perl-Devel-StackTrace-1.1901-1.noarch.rpm (http://www.desy.de/~sternber/perl-Devel-StackTrace-1.1901-1.noarch.rpm) cpan tar ball install ===================== Data::ICal not_in_yum_repo HTML::FormatText not_in_yum_repo Module::Versions::Report not in right version in yum File::Temp yum packages in conflict with perl package MIME::Entity not in right version in yum (perl-MIME-tools) Encode yum packages in conflict with perl package HTTP::Server::Simple not in right version in yum IPC::Run::SafeHandles not in yum CGI not in repo and in conflit with perl package HTML::Mason not in right version in yum HTTP::Server::Simple::Mason not in right version in yum rpm -e sendmail From gevans at hcc.net Mon Jun 16 15:51:51 2008 From: gevans at hcc.net (Greg Evans) Date: Mon, 16 Jun 2008 12:51:51 -0700 Subject: [rt-users] Need to make a report and not sure how to do it Message-ID: <0EC25878636D4F88B139F9D982D2870B@hcc.local> Is there a way for me to run a report that would list all users and then group them by # of tickets created and show the subject of each ticket? I am thinking a 3 column table Col1, Cell 1: user1 Col 2, cell 1: all tickets for user1, col 3, cell 1: total# of tix and then sort it by #tix created? Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfenner at vitamix.com Mon Jun 16 16:07:11 2008 From: jfenner at vitamix.com (Jason Fenner) Date: Mon, 16 Jun 2008 16:07:11 -0400 Subject: [rt-users] Need to make a report and not sure how to do it In-Reply-To: <0EC25878636D4F88B139F9D982D2870B@hcc.local> References: <0EC25878636D4F88B139F9D982D2870B@hcc.local> Message-ID: <4856C7EF.9020004@vitamix.com> Greg Evans wrote: > > Is there a way for me to run a report that would list all users and > then group them by # of tickets created and show the subject of each > ticket? I am thinking a 3 column table Col1, Cell 1: user1 Col 2, cell > 1: all tickets for user1, col 3, cell 1: total# of tix and then sort > it by #tix created? > > ***Greg Evans* > > Hood Canal Communications > > (360) 898-2481 ext.212 > The easiest way to do that is probably to build your query in Perl using the RT API. From gevans at hcc.net Mon Jun 16 16:27:19 2008 From: gevans at hcc.net (Greg Evans) Date: Mon, 16 Jun 2008 13:27:19 -0700 Subject: [rt-users] Need to make a report and not sure how to do it In-Reply-To: <4856C7EF.9020004@vitamix.com> References: <0EC25878636D4F88B139F9D982D2870B@hcc.local> <4856C7EF.9020004@vitamix.com> Message-ID: <2789993576FB4669A47F710DB92129D9@hcc.local> Thanks, I will try to look into that. Looks like it may be difficult :) Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: Jason Fenner [mailto:jfenner at vitamix.com] Sent: Monday, June 16, 2008 1:07 PM To: Greg Evans Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Need to make a report and not sure how to do it Greg Evans wrote: > > Is there a way for me to run a report that would list all users and > then group them by # of tickets created and show the subject of each > ticket? I am thinking a 3 column table Col1, Cell 1: user1 Col 2, cell > 1: all tickets for user1, col 3, cell 1: total# of tix and then sort > it by #tix created? > > ***Greg Evans* > > Hood Canal Communications > > (360) 898-2481 ext.212 > The easiest way to do that is probably to build your query in Perl using the RT API. From jesse at bestpractical.com Mon Jun 16 17:50:21 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 Jun 2008 17:50:21 -0400 Subject: [rt-users] [Rt-announce] RT 3.6.7 Message-ID: I'm pleased to announce the latest release of RT 3.6. This update contains important bugfixes, as well as minor functionality improvements. You can download this version of RT at the following URL: http://download.bestpractical.com/pub/rt/release/rt-3.6.7.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.6.7.tar.gz.sig SHA-1 sums: 990fd47899bed1ec8e7d23556853fb3a70d95479 rt-3.6.7.tar.gz 0db210138086dfbffecf2d5f807168eb90f95b28 rt-3.6.7.tar.gz.sig Best, Jesse A changelog follows: Dependencies: * CGI older than 3.10 should be considered bad for MP2 * DBIx::SearchBuilder 0.53 is required * Add dependency on Devel::StackTrace 1.19 Features: * add a SelfServiceRegex config option so you can let Unprivileged users access things under RT's control but outside of /SelfService/ [falcone] * __CurrentUser__ works in the query builder, so you can give people links to searches by their id [ruz] * add new searches to TicketSQL: QueueCc, QueueAdminCc and QueueWatcher [ruz] * add id to the list of users' properties you can search by [ruz] * add __Queue__ to formats, sometimes we need queue id Important fixes: * We want the strict definition of utf8, otherwise later regexes and the like can die [alex] * Fixed embarassing bugs in Oracle indexes from peter at itcg.nl * Fixed "XXX is not implemented in YYY" problem people saw randomly [ruz] * don't write an empty comment if only change is update of TimeWorked field [elacour] * allow to sort by CF from search results page by clicking on column header [ruz] * fix sorting by custom field values [ruz] * allow to set 0 as CF value via CLI [David Schweikert] * CustomFieldValues method must return ObjectCustomFieldValues all the time [ruz] * we loaded a custom field, but didn't update field argument we pass into SUPER method [ruz] * Fix searches by Queue, Owner, Creator and LastUpdatedBy [ruz] * Document $AutoCreate option and obey Unprivileged [falcone] * Fixes for combobox layout [elacour] * Fixes for MailCommand equal to 'smtp' [elacour] * Skip CF categories on Bulk update so we don't insert them as a CF value [elacour] * we didn't limit by LookupType during searches by CFs what could result in wrong matches [ruz] * fix parsing of "fultext:xxx at yyy" simple searches [falcone] * handle searching for Groups in the People portion of the Jumbo page [falcone] Callbacks: * provide a ModifyCommand callback from ShowTransaction. [clkao] * add BeforeMessageBox callback on Create similar to the one on Update.html [falcone] Cleanups: * use scalar instead of array, that was really confusing. [Nicholas Clark] * fix nesting of html tags on html/Admin/Groups/Members.html [elacour] * In Global template creation, header say "Modify" instead of "Create" [elacour] * Clean up ACL updates [Steve Turner] * Sort order of users in the global rights editor was incorrect. [elacour] * we shouldn't add Original-Encoding header field, but replace [ruz] * unify AddWatcher methods in Queue and Ticket classes [Todd Chapman] * don't use rare RE syntax many people don't understand [ruz] * simple search doesn't search bodies/attachments unless you use "fulltext:", fix on page text [falcone] * fix MySQL ACLs when the database user contains "-" [Jesse Wertheim] * Add a more acurate description for AmbiguousDayInPast config value [Russell Mosemann] * Replace head->set by head->replace as "set" is deprecated [elacour] * document that LoadByName can get you a disabled Custom Field [falcone] * exit with not zero code from rt-test-dependencies [J. Fillmore] Tests: * add additional tests to searches by watcher [ruz] Translations: * I18N cleanup from [elacour] * correct generation of multiline translation strings [elacour] * French translation update [elacour] * Updated pt_br translation [Fernando Frota Machado de Morais] * Czech translation update [Daniel Kastner] * European spanish (pt_pt) translation [Ricardo Oliveira] and [Jose Martins] -------------- 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: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From ruz at bestpractical.com Mon Jun 16 18:25:28 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 17 Jun 2008 02:25:28 +0400 Subject: [rt-users] new language In-Reply-To: <47F8ADF0.70705@ambra.ro> References: <47F8ADF0.70705@ambra.ro> Message-ID: <589c94400806161525p63c626c2vdcbb739dfe7c992b@mail.gmail.com> On Sun, Apr 6, 2008 at 3:03 PM, Victor Sterpu wrote: > I tranaslated the romanian language. > > Can you add this file in the next versions? > > In the file there are a lot off line marked with NOT FOUND IN SOURCE. Most probably those have been changed a little in the source or gone. You can drop many. > > Some of there lines are not translated. > > The file contains also a partial translation of RTFM. Translation of RTFM should be other .po file as we should ship it with RTFM. Could you please split them? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From tom at netspot.com.au Mon Jun 16 21:10:48 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Tue, 17 Jun 2008 10:40:48 +0930 Subject: [rt-users] Sort by DueDate excluding 'not set' tickets Message-ID: <38C40C24-9CFC-4698-8FA3-BF16A8F10E03@netspot.com.au> Hi all, I need to sort tickets by due date ascending to display oldest due dates first. Tickets with no due date should come after as there's no impending timeline. However, because a due date of 'not set' is numerically 0, it sorts before any tickets that have a due date set. Anyone have a solution/workaround for this? Thanks, Tom From todd at chaka.net Tue Jun 17 00:53:16 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 17 Jun 2008 00:53:16 -0400 Subject: [rt-users] How to convert an existing RT from Postgres to MySQL? Message-ID: <519782dc0806162153t38486361o48dce4c04378cc96@mail.gmail.com> Someone wants me to convert their Postgres backed RT to MySQL. Doesn't matter why, they want it. :) Here's what I am thinking. 1. Shut down the web server. 2. Dump the DB data. 3. Reconfigure RT for MySQL. 4. Run initdb 5. Load the data. 6. Restart the RT/web server. Have I covered all my bases? Are there any wrinkles to this Postgres -> MySQL move that I need to be aware of? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Tue Jun 17 02:21:51 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 17 Jun 2008 08:21:51 +0200 Subject: [rt-users] How to convert an existing RT from Postgres to MySQL? In-Reply-To: <519782dc0806162153t38486361o48dce4c04378cc96@mail.gmail.com> References: <519782dc0806162153t38486361o48dce4c04378cc96@mail.gmail.com> Message-ID: <485757FF.5050509@mococo.nl> Todd Chapman wrote: > Someone wants me to convert their Postgres backed RT to MySQL. Doesn't > matter why, they want it. :) > > Here's what I am thinking. > > 1. Shut down the web server. > 2. Dump the DB data. > 3. Reconfigure RT for MySQL. > 4. Run initdb > 5. Load the data. > 6. Restart the RT/web server. You're probably in trouble between points 4 and 5 since initdb does create not only the db objects but also loads data which will be in the dataset that comes from postgres, if you're lucky the inital data will be the same but I wouldn't bet on it. You could truncate the tables and reset the sequences but it might be easier to modify initdb to only create but not load the data. Joop From b.kot at hotmail.com Tue Jun 17 07:35:24 2008 From: b.kot at hotmail.com (B K) Date: Tue, 17 Jun 2008 21:35:24 +1000 Subject: [rt-users] RT Message-ID: How does RT manage user logon. We run an Active Directory environment and looking at implementing RT. We do not want to replicate our users in linux for them to be able to login to RT to log jobs and check progress. How does RT manage users from AD and does anyone have a very good URL for a good setup in this environment ? Thank you _________________________________________________________________ Are you paid what you're worth? Find out: SEEK Salary Centre http://a.ninemsn.com.au/b.aspx?URL=http%3A%2F%2Fninemsn%2Eseek%2Ecom%2Eau%2Fcareer%2Dresources%2Fsalary%2Dcentre%2F%3Ftracking%3Dsk%3Ahet%3Asc%3Anine%3A0%3Ahot%3Atext&_t=764565661&_r=OCT07_endtext_salary&_m=EXT -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.baarman at citec.fi Tue Jun 17 07:47:25 2008 From: johan.baarman at citec.fi (Johan Baarman) Date: Tue, 17 Jun 2008 14:47:25 +0300 Subject: [rt-users] Splitting queues into separate databases Message-ID: Hi list, My company runs support for different customers on the same RT instance but now due to company policy's we would have the need to split these into separate databases. This would of course involve more than just the queues. Is it possible to do this? The structure of the RT database is quite nested so I guess it would involve some serious sql querys. Br, Johan ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.f-secure.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jsmoriss at mvlan.net Tue Jun 17 07:55:26 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Tue, 17 Jun 2008 11:55:26 +0000 Subject: [rt-users] Export from one DB to another? Message-ID: <20080617115526.GA11689@zaphod.mvlan.net> Hi everyone, I was just given responsibility for a basic RT installation with MySQL in another department. Since it's mostly non-functional right now, I've also been asked to export it's data and import it into our Ops RT installation running with Postgres (this one is _very_ customized). I can see an immediate problem with the ticket numbers. I'm not much of a DB guy, but if I fix the ticket numbering problem, can I simply import the dump from MySQL into Postgres? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From b.kot at hotmail.com Tue Jun 17 08:00:48 2008 From: b.kot at hotmail.com (B K) Date: Tue, 17 Jun 2008 22:00:48 +1000 Subject: [rt-users] user logon to rt in active directory environment Message-ID: How does RT manage user logon. We run an Active Directory environment and looking at implementing RT. We do not want to replicate our users in linux for them to be able to login to RT to log jobs and check progress. How does RT manage users from AD and does anyone have a very good URL for a good setup in this environment ? Thank you _________________________________________________________________ Are you paid what you're worth? Find out: SEEK Salary Centre http://a.ninemsn.com.au/b.aspx?URL=http%3A%2F%2Fninemsn%2Eseek%2Ecom%2Eau%2Fcareer%2Dresources%2Fsalary%2Dcentre%2F%3Ftracking%3Dsk%3Ahet%3Asc%3Anine%3A0%3Ahot%3Atext&_t=764565661&_r=OCT07_endtext_salary&_m=EXT -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Tue Jun 17 08:39:06 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 17 Jun 2008 14:39:06 +0200 Subject: [rt-users] Splitting queues into separate databases In-Reply-To: References: Message-ID: <4857B06A.3050306@mococo.nl> Johan Baarman wrote: > Hi list, > > My company runs support for different customers on the same RT > instance but now due to company policy's we would have the need to > split these into separate databases. This would of course involve > more than just the queues. Is it possible to do this? The structure > of the RT database is quite nested so I guess it would involve some > serious sql querys. Just a thought, clone the original system into a Virtual Machine and then use Shredder to get rid of everything you don't need for that particular client, repeat as many times as you have clients. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From jsmoriss at mvlan.net Tue Jun 17 08:40:22 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Tue, 17 Jun 2008 12:40:22 +0000 Subject: [rt-users] Ticket Queries w/ History? Message-ID: <20080617124022.GB17022@zaphod.mvlan.net> Hi everyone, When running queries for tickets, all the fields appear to be available for display, except the replies, comments, etc. Is there a way to include a ticket's 'history' in the ticket search results? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From jfenner at vitamix.com Tue Jun 17 09:18:54 2008 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 17 Jun 2008 09:18:54 -0400 Subject: [rt-users] Sort by DueDate excluding 'not set' tickets In-Reply-To: <38C40C24-9CFC-4698-8FA3-BF16A8F10E03@netspot.com.au> References: <38C40C24-9CFC-4698-8FA3-BF16A8F10E03@netspot.com.au> Message-ID: <4857B9BE.50809@vitamix.com> Tom Lanyon wrote: > Hi all, > > I need to sort tickets by due date ascending to display oldest due > dates first. Tickets with no due date should come after as there's no > impending timeline. > > However, because a due date of 'not set' is numerically 0, it sorts > before any tickets that have a due date set. > > Anyone have a solution/workaround for this? > > It looks like you have two options: 1) You can add to your search/query a line that says 'Due > 0' What this will do is only return results that have a due date set, it will not return results without a due date set. You could then run a separate query to see the tickets that do not have a due date set if you wanted to see those. 2) You could customize rt3/share/html/Search/Results.html to put tickets that have Due date 'not set' on the bottom of the results list. This option would be a bit more involved, but you could make the search results page exactly how you wanted it to then. From jfenner at vitamix.com Tue Jun 17 09:30:05 2008 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 17 Jun 2008 09:30:05 -0400 Subject: [rt-users] RT In-Reply-To: References: Message-ID: <4857BC5D.9030505@vitamix.com> B K wrote: > How does RT manage user logon. We run an Active Directory environment > and looking at implementing RT. > > We do not want to replicate our users in linux for them to be able to > login to RT to log jobs and check progress. > > How does RT manage users from AD and does anyone have a very good URL > for a good setup in this environment ? > > Thank you I use mod_auth_kerb to do single sign on using Kerberos against Active Directory for our Windows users. This module allows me to pass there username to $WebExternalAuth I then use the LDAP integration overlay, to create local RT users that match users found in Active Directory. This wiki article contains all the links and information you need to set up this integration and get it working perfectly. http://wiki.bestpractical.com/view/LdapSiteConfigSettingsForActiveDirectory Believe it or not, I have our RT service more integrated with Active Directory then many other MS products are that we use. The key is to remember that AD is nothing more then Kerberos and LDAP. Happy Reading. From jfenner at vitamix.com Tue Jun 17 09:33:05 2008 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 17 Jun 2008 09:33:05 -0400 Subject: [rt-users] user logon to rt in active directory environment In-Reply-To: References: Message-ID: <4857BD11.1000600@vitamix.com> B K wrote: > > > How does RT manage user logon. We run an Active Directory environment > and looking at implementing RT. > > We do not want to replicate our users in linux for them to be able to > login to RT to log jobs and check progress. > > How does RT manage users from AD and does anyone have a very good URL > for a good setup in this environment ? > > Thank you > RT doesn't manage users from AD/LDAP at all. You need to apply the LDAP Overlay(s) to RT in order to add this functionality. This wiki article has all the information you should need: http://wiki.bestpractical.com/view/LdapSiteConfigSettingsForActiveDirectory --Jason From jfenner at vitamix.com Tue Jun 17 09:34:00 2008 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 17 Jun 2008 09:34:00 -0400 Subject: [rt-users] Ticket Queries w/ History? In-Reply-To: <20080617124022.GB17022@zaphod.mvlan.net> References: <20080617124022.GB17022@zaphod.mvlan.net> Message-ID: <4857BD48.6010303@vitamix.com> Jean-Sebastien Morisset wrote: > Hi everyone, > > When running queries for tickets, all the fields appear to be available > for display, except the replies, comments, etc. Is there a way to > include a ticket's 'history' in the ticket search results? > > Thanks, > js. > What do you mean? What do you want to see in the search results....the last reply? --Jason From fredb at modernp.com Tue Jun 17 09:38:35 2008 From: fredb at modernp.com (Fred Blaise) Date: Tue, 17 Jun 2008 15:38:35 +0200 Subject: [rt-users] Unable to delete watcher admincc Message-ID: <4857BE5B.1040601@modernp.com> Hello all, I am trying to remove a group as AdminCC of a queue. When I try to do so, I get: Jun 17 15:34:21 xxxxxx RT: Unable to revoke delegated rights for principal 1087 (//var/www/xxxxxx/rt-3.6.3/lib/RT/GroupMember_Overlay.pm:334) Jun 17 15:34:21 xxxxxx RT: Failed to delete group 949 member 26 Jun 17 15:34:21 xxxxxx RT: Failed to delete 26 as a member of group 949 Member not deleted (//var/www/xxxxxx/rt-3.6.3/lib/RT/Queue_Overlay.pm:857) Code, seems to be there then: # Since this deletion may have changed the former member's # delegation rights, we need to ensure that no invalid delegations # remain. $err = $self->MemberObj->_CleanupInvalidDelegations(InsideTransaction => 1); unless ($err) { $RT::Logger->warning("Unable to revoke delegated rights for principal ".$self->Id); $RT::Handle->Rollback(); return (undef); Where does it come from? I guess I need to do something, somewhere else... but... :/ I don't have this problem with other groups in that queue. Thanks a lot. f. From eirik.overby at modirum.com Tue Jun 17 09:41:20 2008 From: eirik.overby at modirum.com (=?ISO-8859-1?Q?Eirik_=D8verby?=) Date: Tue, 17 Jun 2008 15:41:20 +0200 Subject: [rt-users] Transaction-level custom fields not working? Message-ID: <65BCCCA6-9176-43B2-BCC8-906AB9AF4F13@modirum.com> Hi, I'm trying to implement a way to "silence" the resolve message to requestor. However, I cannot make the following code - or any variant over it - work as expected: return 1 unless ($self->TransactionObj- >FirstCustomFieldValue('Silent') =~ /Yes/i ); I have created a customfield named "Silent", type "select one", with one selectable value (named "Yes"). However when trying to evaluate that one in a custom condition, it is as if the value isn't ever set. If I try to walk the CustomFields object, I get as far as to CustomFieldValues, which is a object hash for ObjectCustomFieldValues, but I can't get beyond that (to me it seems like that object has no children). Using RT 3.6.6. Known issue? Obvious mistake on my part (as usual)? Thanks, /Eirik From ltning at anduin.net Tue Jun 17 09:41:56 2008 From: ltning at anduin.net (=?ISO-8859-1?Q?Eirik_=D8verby?=) Date: Tue, 17 Jun 2008 15:41:56 +0200 Subject: [rt-users] Transaction-level custom fields not working? References: <65BCCCA6-9176-43B2-BCC8-906AB9AF4F13@modirum.com> Message-ID: <6FCEB1DF-77A8-4E28-BC63-ADC6CBD053BE@anduin.net> Hi, I'm trying to implement a way to "silence" the resolve message to requestor. However, I cannot make the following code - or any variant over it - work as expected: return 1 unless ($self->TransactionObj- >FirstCustomFieldValue('Silent') =~ /Yes/i ); I have created a customfield named "Silent", type "select one", with one selectable value (named "Yes"). However when trying to evaluate that one in a custom condition, it is as if the value isn't ever set. If I try to walk the CustomFields object, I get as far as to CustomFieldValues, which is a object hash for ObjectCustomFieldValues, but I can't get beyond that (to me it seems like that object has no children). Using RT 3.6.6. Known issue? Obvious mistake on my part (as usual)? Thanks, /Eirik From jsmoriss at mvlan.net Tue Jun 17 09:54:20 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Tue, 17 Jun 2008 13:54:20 +0000 Subject: [rt-users] Ticket Queries w/ History? In-Reply-To: <4857BD48.6010303@vitamix.com> References: <20080617124022.GB17022@zaphod.mvlan.net> <4857BD48.6010303@vitamix.com> Message-ID: <20080617135420.GA21387@zaphod.mvlan.net> On Tue, Jun 17, 2008 at 09:34:00AM -0400, Jason Fenner wrote: > Jean-Sebastien Morisset wrote: >> Hi everyone, >> >> When running queries for tickets, all the fields appear to be available >> for display, except the replies, comments, etc. Is there a way to >> include a ticket's 'history' in the ticket search results? >> >> Thanks, >> js. >> > What do you mean? What do you want to see in the search results....the > last reply? Actually, more like the first request, but the last reply would be good too. Here's what I've done so far... # diff ./share/html/Elements/RT__Ticket/ColumnMap ./local/html/Elements/RT__Ticket/ColumnMap [snip!] --- > TicketRequest => { > attribute => 'TicketRequest', > value => sub { return $_[0]->Transactions->First->Content(); } > }, # diff ./share/html/Elements/CollectionAsTable/ParseFormat ./local/html/Elements/CollectionAsTable/ParseFormat 67a68,73 > if ( $col =~ s!/COLSPAN:([^/]+)!!io ) { > $colref->{'colspan'} = $1; > } > if ( $col =~ s!/ROWSPAN:([^/]+)!!io ) { > $colref->{'rowspan'} = $1; > } # diff share/html/Elements/CollectionAsTable/Row local/html/Elements/CollectionAsTable/Row [snip!] > if ( $column->{colspan} ) { > $m->out( 'colspan="' . $column->{colspan} . '"' ); > $item += $column->{colspan}; > } > $m->out( 'rowspan="' . $column->{rowspan} . '"' ) if ($column->{rowspan} ); So I'm able to do something like: '__NEWLINE__', '', '__TicketRequest__/COLSPAN:5', '__NEWLINE__', What do you think? js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From mike.peachey at jennic.com Tue Jun 17 10:09:29 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 17 Jun 2008 15:09:29 +0100 Subject: [rt-users] user logon to rt in active directory environment In-Reply-To: <4857BD11.1000600@vitamix.com> References: <4857BD11.1000600@vitamix.com> Message-ID: <4857C599.7020801@jennic.com> Jason Fenner wrote: > B K wrote: Please be advised that the current wiki page relating to Active Directory authentication is this: http://wiki.bestpractical.com/view/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 sholmes42 at mac.com Tue Jun 17 10:20:37 2008 From: sholmes42 at mac.com (Steve Holmes) Date: Tue, 17 Jun 2008 10:20:37 -0400 Subject: [rt-users] Ticket Queries w/ History? In-Reply-To: <4857BD48.6010303@vitamix.com> References: <20080617124022.GB17022@zaphod.mvlan.net> <4857BD48.6010303@vitamix.com> Message-ID: <43be87180806170720j71b798a4sf51c6a68813fd6e3@mail.gmail.com> On Tue, Jun 17, 2008 at 9:34 AM, Jason Fenner wrote: > Jean-Sebastien Morisset wrote: > > Hi everyone, > > > > When running queries for tickets, all the fields appear to be available > > for display, except the replies, comments, etc. Is there a way to > > include a ticket's 'history' in the ticket search results? > > > > Thanks, > > js. > > > What do you mean? What do you want to see in the search results....the > last reply? > > --Jason > If I understand the OP he wants the same thing that I would like. I would like the complete history of the ticket, i.e. all comments and replies since the beginning of the ticket life. Of course, if I knew how to do this I would also be able to restrict the results to only include comments and replies since a specified date. This would be very handy for status reports. Steve -- -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Jun 17 10:55:47 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 17 Jun 2008 10:55:47 -0400 Subject: [rt-users] How to convert an existing RT from Postgres to MySQL? In-Reply-To: <485757FF.5050509@mococo.nl> References: <519782dc0806162153t38486361o48dce4c04378cc96@mail.gmail.com> <485757FF.5050509@mococo.nl> Message-ID: <519782dc0806170755y3386b112he6a7cd8d3194e259@mail.gmail.com> Good point Joop! I'll make sure the initial data doesn't get inserted. Thanks! -Todd On Tue, Jun 17, 2008 at 2:21 AM, Joop wrote: > Todd Chapman wrote: > >> Someone wants me to convert their Postgres backed RT to MySQL. Doesn't >> matter why, they want it. :) >> >> Here's what I am thinking. >> >> 1. Shut down the web server. >> 2. Dump the DB data. >> 3. Reconfigure RT for MySQL. >> 4. Run initdb >> 5. Load the data. >> 6. Restart the RT/web server. >> > > You're probably in trouble between points 4 and 5 since initdb does create > not only the db objects but also loads data which will be in the dataset > that comes from postgres, if you're lucky the inital data will be the same > but I wouldn't bet on it. You could truncate the tables and reset the > sequences but it might be easier to modify initdb to only create but not > load the data. > > Joop > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 17 11:14:13 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 17 Jun 2008 11:14:13 -0400 Subject: [rt-users] Transaction-level custom fields not working? In-Reply-To: <6FCEB1DF-77A8-4E28-BC63-ADC6CBD053BE@anduin.net> References: <65BCCCA6-9176-43B2-BCC8-906AB9AF4F13@modirum.com> <6FCEB1DF-77A8-4E28-BC63-ADC6CBD053BE@anduin.net> Message-ID: <4857D4C5.80802@ucrwcu.rwc.uc.edu> I think that setting a custom field is a separate transaction than the resolve. Try looking into TransactionBatch in RT_SiteConfig.pm and for your scrip. Should be a bit of info on the wiki. Eirik ?verby wrote: > Hi, > > I'm trying to implement a way to "silence" the resolve message to > requestor. > > However, I cannot make the following code - or any variant over it - > work as expected: > return 1 unless ($self->TransactionObj- > >FirstCustomFieldValue('Silent') =~ /Yes/i ); > > I have created a customfield named "Silent", type "select one", with > one selectable value (named "Yes"). However when trying to evaluate > that one in a custom condition, it is as if the value isn't ever set. > > If I try to walk the CustomFields object, I get as far as to > CustomFieldValues, which is a object hash for ObjectCustomFieldValues, > but I can't get beyond that (to me it seems like that object has no > children). > > Using RT 3.6.6. Known issue? Obvious mistake on my part (as usual)? > > Thanks, > /Eirik > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From KFCrocker at lbl.gov Tue Jun 17 11:50:42 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 Jun 2008 08:50:42 -0700 Subject: [rt-users] RT - group transactions Message-ID: <4857DD52.6020700@lbl.gov> Hey RT gang, I'm interested in catching transactions that occurs when the membership of a group changes. Purpose: I need my ticket owners to be able to select from a list of group members as to whom they want to do the QA test on a ticket. I don't know how to make the group visable for that selection in a ticket, so I created a CF that mirrors the group membership. Best Practices dictates that any redundancy should be controlled, SSSOOO when the group membership changes, I want to modify the CF. I figured if I could capture the group transaction, I could see what it is doing and duplicate it in the CF. Has anyone done anything like this? Does anyone know how to grab a group transaction? Thanks. Kenn LBNL From boeheim at slac.stanford.edu Tue Jun 17 12:01:00 2008 From: boeheim at slac.stanford.edu (Chuck Boeheim) Date: Tue, 17 Jun 2008 09:01:00 -0700 Subject: [rt-users] Tickets for multiple groups Message-ID: <4857DFBC.8070705@slac.stanford.edu> Hi Folks, We've been using RT for some years, but now with a decision to ditch Remedy and move all groups to RT, we're getting quite a few new queues. This has caused the situation to arise where some tickets fall into the cracks between groups. A user might send email to the addresses for the Unix team and the Security team, because it's a unix security issue, for instance. Because there's only one underlying email address and a procmail script that picks a queue for it to go into based on email address, one of those addresses 'wins'. The falling-into-cracks happens when staff sees both addresses on the ticket but don't realize the other team hasn't seen it and don't realize they have an action item. How do other organizations handle this? The case where it's in the wrong queue is easy: just transfer the ticket to the right queue and the scrip notifies the new watchers. When it really is something that both sets of watchers should watch, then it gets tricky. We've thought of: 1) Have the procmail script create duplicate tickets in each queue. All watchers get notified, but don't see correspondence in the other queue. Putting 'related' links in the tickets only helps a small amount. 2) Put the ticket in one main queue and a child ticket in the other queue to notify watchers there is something to watch. Then there's a placeholder and a click-through link to the real ticket. There's no notification of updates to the watchers of the other queue, though. 3) Put in enough handshaking between the procmail script and an on-create scrip to add the watchers of the second queue to the ticket. All the right people get notified then, but someone who is working from the web UI don't see it in the second queue. (Our "dispatch" people tend to work from the web UI, while solvers not on duty tend to rely on watcher email.) 4) Go to a single queue, add a multi-valued custom field 'area' that contains the former queue names, can be used for searching and subsetting, and with some programming can maintain the right set of watchers on each ticket. This is a fair bit of programming to re-invent queue functionality. None of these is ideal, though 3 perhaps comes closest. Has anyone thought of a more inventive approach for supporting multiple teams who generally have separate work queues but must sometimes collaborate on solving tickets? Best, -Chuck Boeheim Stanford Linear Accelerator Center From todd at chaka.net Tue Jun 17 13:12:30 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 17 Jun 2008 13:12:30 -0400 Subject: [rt-users] RT - group transactions In-Reply-To: <4857DD52.6020700@lbl.gov> References: <4857DD52.6020700@lbl.gov> Message-ID: <519782dc0806171012k495cf188x63d76e04aa49dcf1@mail.gmail.com> RT doesn't have scrips for anything but tickets. You could use Hook::Lexwrap to monitor the methods in Groups_Overlay.pm, but that isn't going to give you any ticket context, so then you would have to search for the affected tickets. On Tue, Jun 17, 2008 at 11:50 AM, Kenneth Crocker wrote: > Hey RT gang, > > I'm interested in catching transactions that occurs when the > membership > of a group changes. Purpose: I need my ticket owners to be able to > select from a list of group members as to whom they want to do the QA > test on a ticket. I don't know how to make the group visable for that > selection in a ticket, so I created a CF that mirrors the group > membership. Best Practices dictates that any redundancy should be > controlled, SSSOOO when the group membership changes, I want to modify > the CF. I figured if I could capture the group transaction, I could see > what it is doing and duplicate it in the CF. Has anyone done anything > like this? Does anyone know how to grab a group transaction? 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 KFCrocker at lbl.gov Tue Jun 17 13:25:21 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 Jun 2008 10:25:21 -0700 Subject: [rt-users] RT - group transactions In-Reply-To: <519782dc0806171012k495cf188x63d76e04aa49dcf1@mail.gmail.com> References: <4857DD52.6020700@lbl.gov> <519782dc0806171012k495cf188x63d76e04aa49dcf1@mail.gmail.com> Message-ID: <4857F381.80202@lbl.gov> Todd, Yes, I figured my code would all be new, I just wanted to know if RT had any way of distinguishing a transaction modifying a group as opposed to a trans modifying a ticket. I can code the other stuff. Thanks. Kenn LBNL On 6/17/2008 10:12 AM, Todd Chapman wrote: > RT doesn't have scrips for anything but tickets. You could use > Hook::Lexwrap to monitor the methods in Groups_Overlay.pm, but that > isn't going to give you any ticket context, so then you would have to > search for the affected tickets. > > On Tue, Jun 17, 2008 at 11:50 AM, Kenneth Crocker > wrote: > > Hey RT gang, > > I'm interested in catching transactions that occurs when the > membership > of a group changes. Purpose: I need my ticket owners to be able to > select from a list of group members as to whom they want to do the QA > test on a ticket. I don't know how to make the group visable for that > selection in a ticket, so I created a CF that mirrors the group > membership. Best Practices dictates that any redundancy should be > controlled, SSSOOO when the group membership changes, I want to modify > the CF. I figured if I could capture the group transaction, I could see > what it is doing and duplicate it in the CF. Has anyone done anything > like this? Does anyone know how to grab a group transaction? Thanks. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From sturner at MIT.EDU Tue Jun 17 13:52:22 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 17 Jun 2008 13:52:22 -0400 Subject: [rt-users] RT - group transactions In-Reply-To: <4857DD52.6020700@lbl.gov> References: <4857DD52.6020700@lbl.gov> Message-ID: <6.2.3.4.2.20080617135040.020d3cd0@po14.mit.edu> At 6/17/2008 11:50 AM, Kenneth Crocker wrote: >Hey RT gang, > > I'm interested in catching transactions that occurs when > the membership >of a group changes. Purpose: I need my ticket owners to be able to >select from a list of group members as to whom they want to do the QA >test on a ticket. I don't know how to make the group visable for that >selection in a ticket, so I created a CF that mirrors the group >membership. Best Practices dictates that any redundancy should be >controlled, SSSOOO when the group membership changes, I want to modify >the CF. I figured if I could capture the group transaction, I could see >what it is doing and duplicate it in the CF. Has anyone done anything >like this? Does anyone know how to grab a group transaction? Thanks. > > >Kenn >LBNL If you can live with a delay in updating the CF values, you could set up a cron job to periodically refresh the CF value list with the group membership... Steve From tom at limepepper.co.uk Tue Jun 17 13:09:21 2008 From: tom at limepepper.co.uk (tom at limepepper.co.uk) Date: Tue, 17 Jun 2008 18:09:21 +0100 Subject: [rt-users] RT goes down with 500 error - "(2)No such file or directory: FastCGI: failed to connect to server "/opt/rt3/bin/mason_handler.fcgi":" Message-ID: <20080617180921.8jdwm7po0o84gcss@mail.ecnow.co.uk> Hi, My users starting calling and emailing today, apparently the RT3 web site was down with a 500 error. I am currently running 3.6.6 on RHEL4. The error in the apache log was; [Tue Jun 17 14:15:48 2008] [error] [client 10.127.5.6] (2)No such file or directory: FastCGI: failed to connect to server "/opt/rt3/bin/mason_handler.fcgi": connect() failed, referer: http://dcmon01.osti.local/rt/ the file "/opt/rt3/bin/mason_handler.fcgi" exists with executable permissions, and read permissions for the apache user. Restarting apache was a work-around to the problem and the site is back up and running now. However I am interested to know what the root cause was and other than monitoring for it, is there any way to prevent it causing downtime again? Many Thanks, Tom H ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. From paul_oleary at breconridge.com Tue Jun 17 14:26:50 2008 From: paul_oleary at breconridge.com (Paul O'Leary) Date: Tue, 17 Jun 2008 14:26:50 -0400 Subject: [rt-users] Can't call method "Delete" on an undefined value Message-ID: <1213727211.5166.61.camel@kblt0005.breconridge.com> Hello All, I just migrated our RT 363 instance from a RHEL 4/Oracle Express instance to a RHEL5.1 64bit Oracle instance. All went fairly well, the data import seemed to be fine. However, I am having trouble with the "Take" and assign actions. If I create a new ticket and then try to take it or assign it to a person, I get the following error on the web: --------------------- error: Can't call method "Delete" on an undefined value at /usr/local/rt/lib/RT/Ticket_Overlay.pm line 3045, line 95. context: ... 3041: 3042: # Delete the owner in the owner group, then add a new one 3043: # TODO: is this safe? it's not how we really want the API to work 3044: # for most things, but it's fast. 3045: my ( $del_id, $del_msg ) = $self- >OwnerGroup->MembersObj->First- >Delete(); 3046: unless ($del_id) { 3047: $RT::Handle->Rollback(); 3048: return ( 0, $self->loc("Could not change owner. ") . $del_msg ); 3049: } ... code stack: /usr/local/rt/lib/RT/Ticket_Overlay.pm:3045 /usr/local/rt/lib/RT/Ticket_Overlay.pm:3107 /usr/local/rt/local/html/Ticket/Display.html:129 /usr/local/rt/share/html/autohandler:292 ----------------------- I'm not sure what the problem would be here, I know that I had to update the sequence numbers when I moved to the new instance. That resolved ticket creation issues fine. Cheers Paul "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." From jmoseley at corp.xanadoo.com Tue Jun 17 14:57:00 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 17 Jun 2008 13:57:00 -0500 Subject: [rt-users] RT goes down with 500 error - "(2)No such file or directory: FastCGI: failed to connect to server "/opt/rt3/bin/mason_handler.fcgi":" In-Reply-To: <20080617180921.8jdwm7po0o84gcss@mail.ecnow.co.uk> Message-ID: I would chalk it up to a temporary problem (bug) with Apache or the FastCGI module... James Moseley tom at limepepper.co .uk Sent by: To rt-users-bounces@ RT Users lists.bestpractic al.com cc Subject 06/17/2008 12:09 [rt-users] RT goes down with 500 PM error - "(2)No such file or directory: FastCGI: failed to connect to server "/opt/rt3/bin/mason_handler.fcgi":" Hi, My users starting calling and emailing today, apparently the RT3 web site was down with a 500 error. I am currently running 3.6.6 on RHEL4. The error in the apache log was; [Tue Jun 17 14:15:48 2008] [error] [client 10.127.5.6] (2)No such file or directory: FastCGI: failed to connect to server "/opt/rt3/bin/mason_handler.fcgi": connect() failed, referer: http://dcmon01.osti.local/rt/ the file "/opt/rt3/bin/mason_handler.fcgi" exists with executable permissions, and read permissions for the apache user. Restarting apache was a work-around to the problem and the site is back up and running now. However I am interested to know what the root cause was and other than monitoring for it, is there any way to prevent it causing downtime again? Many Thanks, Tom H ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From ltning at anduin.net Tue Jun 17 15:00:11 2008 From: ltning at anduin.net (=?ISO-8859-1?Q?Eirik_=D8verby?=) Date: Tue, 17 Jun 2008 21:00:11 +0200 Subject: [rt-users] Transaction-level custom fields not working? In-Reply-To: <4857D4C5.80802@ucrwcu.rwc.uc.edu> References: <65BCCCA6-9176-43B2-BCC8-906AB9AF4F13@modirum.com> <6FCEB1DF-77A8-4E28-BC63-ADC6CBD053BE@anduin.net> <4857D4C5.80802@ucrwcu.rwc.uc.edu> Message-ID: <4F139C65-C92B-447B-9256-600A4CFCFA12@anduin.net> Thanks, that was helpful. However, I seem to be too stupid to create the proper scrip condition. I thought it should do the following: - Identify transaction as a "resolve" - Determine whether the customfield ("Silent") has a given value ("Yes") - If Silent == Yes, do not send resolved template Suggestions as to how to do this? Thanks! /Eirik On Jun 17, 2008, at 17:14, Drew Barnes wrote: > I think that setting a custom field is a separate transaction than > the resolve. Try looking into TransactionBatch in RT_SiteConfig.pm > and for your scrip. Should be a bit of info on the wiki. > > > Eirik ?verby wrote: >> Hi, >> >> I'm trying to implement a way to "silence" the resolve message to >> requestor. >> >> However, I cannot make the following code - or any variant over it >> - work as expected: >> return 1 unless ($self->TransactionObj- >> >FirstCustomFieldValue('Silent') =~ /Yes/i ); >> >> I have created a customfield named "Silent", type "select one", >> with one selectable value (named "Yes"). However when trying to >> evaluate that one in a custom condition, it is as if the value >> isn't ever set. >> >> If I try to walk the CustomFields object, I get as far as to >> CustomFieldValues, which is a object hash for >> ObjectCustomFieldValues, but I can't get beyond that (to me it >> seems like that object has no children). >> >> Using RT 3.6.6. Known issue? Obvious mistake on my part (as usual)? >> >> Thanks, >> /Eirik >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 egaona at us.ibm.com Tue Jun 17 17:19:27 2008 From: egaona at us.ibm.com (Enrique Gaona) Date: Tue, 17 Jun 2008 16:19:27 -0500 Subject: [rt-users] RT Not Sending emails Out Message-ID: Hello RT users, I was wondering if anyone knows of a solution to this problem. RT is not sending any email messages and its returning an Undefined subroutine &Scalar::Util. I've verified that particular perl lib does exist on the system. Any thoughts? Here are the log messages: Jun 17 15:49:47 austrack01 RT: Scrip Prepare 10 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3526] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3257] [/opt/rt3/lib/RT/Record.pm:934] [/opt/rt3/lib/RT/Interface/Web.pm:1026] [/opt/rt3/lib/RT/Interface/Web.pm:1141] [/opt/rt3/share/html/Ticket/Display.html:151] [/opt/rt3/share/html/Ticket/Update.html:216] [/opt/rt3/share/html/autohandler:292] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) Jun 17 15:49:48 austrack01 RT: Scrip Prepare 2 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3078] [/opt/rt3/lib/RT/Interface/Web.pm:1157] [/opt/rt3/share/html/Ticket/Display.html:151] [/opt/rt3/share/html/Ticket/Update.html:216] [/opt/rt3/share/html/autohandler:292] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) Jun 17 15:49:59 austrack01 RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jun 17 15:49:59 austrack01 RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jun 17 15:49:59 austrack01 RT: Scrip Prepare 8 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2441] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2305] [/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82] [/opt/rt3/share/html/Ticket/Update.html:137] [/opt/rt3/share/html/autohandler:292] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) Jun 17 15:49:59 austrack01 RT: Scrip Prepare 9 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2441] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2305] [/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82] [/opt/rt3/share/html/Ticket/Update.html:137] [/opt/rt3/share/html/autohandler:292] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) Enrique -------------- next part -------------- An HTML attachment was scrubbed... URL: From whorka at hmdc.harvard.edu Tue Jun 17 17:56:40 2008 From: whorka at hmdc.harvard.edu (William J. Horka) Date: Tue, 17 Jun 2008 17:56:40 -0400 Subject: [rt-users] The ShowSavedSearches right and a patch for SavedSearches.pm Message-ID: <48583318.3010205@hmdc.harvard.edu> Hello all, Does anyone have experience with granting the ShowSavedSearches right? I found that it wasn't working as I expected and posted this question and patch to the rt-devel list back in February and got no response. I noticed that the behavior is still the same in RT 3.6.7, so I was hoping that someone else in the user community might be able to tell me if I'm misinterpreting the documentation or if the patched behavior is preferable. Thanks in advance. -Bill -------- Original Message -------- Subject: SavedSearches.pm and the ShowSavedSearches right Date: Tue, 26 Feb 2008 18:40:56 -0500 From: William J. Horka To: rt-devel at lists.bestpractical.com Hello all, I may be misinterpreting the documentation, but it appears to be that RT is not behaving as documented with respect to the ShowSavedSearches group right. According to the RT wiki, "A user who has the ShowSavedSearches right to a group is able to see/load the saved searches of that group. The user must also have the global LoadSavedSearch right." However, in practice, it seems that the function RT::SavedSearches::_PrivacyObjects which "returns a list of objects that can be used to load saved searches from" does not select the group objects based on the user having the ShowSavedSearches group right, but rather selects them based on whether the user is a member of the group. I've verified that the relevant code in RT::SavedSearches::_PrivacyObjects is identical in the subversion 3.6-RELEASE and 3.7-EXPERIMENTAL branches, so this doesn't appear to have been yet identified as a bug. The attached patch reflects the behavior I would expect to see based on the documentation. Does this look correct? -Bill -- William Horka UNIX Systems Administrator Harvard-MIT Data Center -------------- next part -------------- A non-text attachment was scrubbed... Name: SavedSearches.pm.ShowSavedSearches.patch Type: text/x-patch Size: 896 bytes Desc: not available URL: From KFCrocker at lbl.gov Tue Jun 17 19:53:56 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 Jun 2008 16:53:56 -0700 Subject: [rt-users] RT - group transactions In-Reply-To: <6.2.3.4.2.20080617135040.020d3cd0@po14.mit.edu> References: <4857DD52.6020700@lbl.gov> <6.2.3.4.2.20080617135040.020d3cd0@po14.mit.edu> Message-ID: <48584E94.2050904@lbl.gov> Stephen, That's a thought. I may have to create some jobs down the line, so that would be another way. Thanks. Kenn On 6/17/2008 10:52 AM, Stephen Turner wrote: > At 6/17/2008 11:50 AM, Kenneth Crocker wrote: >> Hey RT gang, >> >> I'm interested in catching transactions that occurs when the >> membership >> of a group changes. Purpose: I need my ticket owners to be able to >> select from a list of group members as to whom they want to do the QA >> test on a ticket. I don't know how to make the group visable for that >> selection in a ticket, so I created a CF that mirrors the group >> membership. Best Practices dictates that any redundancy should be >> controlled, SSSOOO when the group membership changes, I want to modify >> the CF. I figured if I could capture the group transaction, I could see >> what it is doing and duplicate it in the CF. Has anyone done anything >> like this? Does anyone know how to grab a group transaction? Thanks. >> >> >> Kenn >> LBNL > > If you can live with a delay in updating the CF values, you could set up > a cron job to periodically refresh the CF value list with the group > membership... > > Steve > From brett at vpac.org Tue Jun 17 20:06:45 2008 From: brett at vpac.org (Brett Pemberton) Date: Wed, 18 Jun 2008 10:06:45 +1000 Subject: [rt-users] $WebPath not always used Message-ID: <1213747605.2742.42.camel@sys05.in.vpac.org> Hey, I have an RT install (3.6.7) acting odd. The relevant sections of SiteConfig are: Set($WebPath , "/rt"); Set($WebBaseURL , "https://staff.vpac.org"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Now. On my main screen, in the priority tickets section, there are two links per ticket ... one for the ticket number, and one for the subject. The ticket number links to (for instance) https://staff.vpac.org/rt/Ticket/Display.html?id=4243 However the ticket subject links to https://staff.vpac.org/Ticket/Display.html?id=4243 We're getting around this with an apache redirect, but I'd love to fix the cause of this. Why is it that (seemingly) $WebPath isn't used in the link on the ticket subject? The 20 newest unowned ticket section is fine. Search results seem fine. It really just seems to be the 'X priority tickets owned by me' section which doesn't include the /rt/ Ideas would be great. thanks, / Brett -- Brett Pemberton - VPAC Systems Programmer http://www.vpac.org/ - (03) 9925 4899 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part URL: From iliakan at gmail.com Tue Jun 17 23:58:28 2008 From: iliakan at gmail.com (Ilia Kantor) Date: Wed, 18 Jun 2008 07:58:28 +0400 Subject: [rt-users] Login on every page problem /Gentoo box/ Message-ID: <485887E4.1020604@gmail.com> Hi, I installed RT via package on Gentoo. It allows me to log in, but every click leads to login page. Login goes ok, but then another click leads to login again etc etc. Every action requires re-login. What's up? I tried lighttpd, nginx with fastcgi, apache with modperl. RT version is 3.6.6, mysql backend. Cookie has correct name, and it is recieved/sent by browser. User table has correct data, sessions table has some data too. From JoopvandeWege at mococo.nl Wed Jun 18 02:28:20 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 18 Jun 2008 08:28:20 +0200 Subject: [rt-users] Can't call method "Delete" on an undefined value In-Reply-To: <1213727211.5166.61.camel@kblt0005.breconridge.com> References: <1213727211.5166.61.camel@kblt0005.breconridge.com> Message-ID: <4858AB04.6080605@mococo.nl> Paul O'Leary wrote: > Hello All, > > I just migrated our RT 363 instance from a RHEL 4/Oracle Express > instance to a RHEL5.1 64bit Oracle instance. All went fairly well, the > data import seemed to be fine. However, I am having trouble with the > "Take" and assign actions. > If I create a new ticket and then try to take it or assign it to a > person, I get the following error on the web: > > I'm not sure what the problem would be here, I know that I had to update > the sequence numbers when I moved to the new instance. That resolved > ticket creation issues fine. > Don't know if the two are related but you shouldn't have to adjust the sequence numbers if you used Oracle export and import utilities. Judging from the sequence problem it looks like you did a csv or insert kind of import and it looks like there is something out of sync. I regularly exp/imp from my Oracle XE prod instance to my test instance and never had problems with that and I wouldn't expect problem going from XE (32bit) to Oracle Standard/Enterprise Edition 64bit either when using import/export. Please let me know if I can be of any further help, Joop From barnesaw at ucrwcu.rwc.uc.edu Wed Jun 18 08:19:10 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 18 Jun 2008 08:19:10 -0400 Subject: [rt-users] RT Not Sending emails Out In-Reply-To: References: Message-ID: <4858FD3E.8050307@ucrwcu.rwc.uc.edu> If RedHat updated Scalar::Util, you will need to download from CPAN and recompile since they do not include weaken by default. http://wiki.bestpractical.com/view/TroubleShooting http://www.gossamer-threads.com/lists/rt/users/69775 Enrique Gaona wrote: > > Hello RT users, > I was wondering if anyone knows of a solution to this problem. RT is > not sending any email messages and its returning an Undefined > subroutine &Scalar::Util. I've verified that particular perl lib does > exist on the system. Any thoughts? > > Here are the log messages: > Jun 17 15:49:47 austrack01 RT: Scrip Prepare 10 died. - Undefined > subroutine &Scalar::Util::weaken called at > /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: > [/opt/rt3/lib/RT/Action/Generic.pm:107] > [/opt/rt3/lib/RT/Action/Generic.pm:79] > [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] > [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] > [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] > [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] > [/opt/rt3/lib/RT/Record.pm:1444] > [/opt/rt3/lib/RT/Ticket_Overlay.pm:3526] > [/opt/rt3/lib/RT/Ticket_Overlay.pm:3257] > [/opt/rt3/lib/RT/Record.pm:934] > [/opt/rt3/lib/RT/Interface/Web.pm:1026] > [/opt/rt3/lib/RT/Interface/Web.pm:1141] > [/opt/rt3/share/html/Ticket/Display.html:151] > [/opt/rt3/share/html/Ticket/Update.html:216] > [/opt/rt3/share/html/autohandler:292] > (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) > Jun 17 15:49:48 austrack01 RT: Scrip Prepare 2 died. - Undefined > subroutine &Scalar::Util::weaken called at > /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: > [/opt/rt3/lib/RT/Action/Generic.pm:107] > [/opt/rt3/lib/RT/Action/Generic.pm:79] > [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] > [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] > [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] > [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] > [/opt/rt3/lib/RT/Record.pm:1444] > [/opt/rt3/lib/RT/Ticket_Overlay.pm:3078] > [/opt/rt3/lib/RT/Interface/Web.pm:1157] > [/opt/rt3/share/html/Ticket/Display.html:151] > [/opt/rt3/share/html/Ticket/Update.html:216] > [/opt/rt3/share/html/autohandler:292] > (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) > Jun 17 15:49:59 austrack01 RT: Encode::Guess failed: ; fallback to > iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) > Jun 17 15:49:59 austrack01 RT: Encode::Guess failed: ; fallback to > iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) > Jun 17 15:49:59 austrack01 RT: Scrip Prepare 8 died. - Undefined > subroutine &Scalar::Util::weaken called at > /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: > [/opt/rt3/lib/RT/Action/Generic.pm:107] > [/opt/rt3/lib/RT/Action/Generic.pm:79] > [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] > [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] > [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] > [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] > [/opt/rt3/lib/RT/Record.pm:1444] > [/opt/rt3/lib/RT/Ticket_Overlay.pm:2441] > [/opt/rt3/lib/RT/Ticket_Overlay.pm:2305] > [/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82] > [/opt/rt3/share/html/Ticket/Update.html:137] > [/opt/rt3/share/html/autohandler:292] > (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) > Jun 17 15:49:59 austrack01 RT: Scrip Prepare 9 died. - Undefined > subroutine &Scalar::Util::weaken called at > /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: > [/opt/rt3/lib/RT/Action/Generic.pm:107] > [/opt/rt3/lib/RT/Action/Generic.pm:79] > [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] > [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] > [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] > [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] > [/opt/rt3/lib/RT/Record.pm:1444] > [/opt/rt3/lib/RT/Ticket_Overlay.pm:2441] > [/opt/rt3/lib/RT/Ticket_Overlay.pm:2305] > [/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82] > [/opt/rt3/share/html/Ticket/Update.html:137] > [/opt/rt3/share/html/autohandler:292] > (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) > > Enrique > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ryan.hagan at mailtrust.com Wed Jun 18 08:29:13 2008 From: ryan.hagan at mailtrust.com (Ryan Hagan) Date: Wed, 18 Jun 2008 08:29:13 -0400 (EDT) Subject: [rt-users] =?utf-8?q?RT_goes_down_with_500_error_-_=22=282=29No_s?= =?utf-8?q?uch_file_or_directory=3A_FastCGI=3A_failed_to_connect_to_server?= =?utf-8?q?_=22/opt/rt3/bin/mason=5Fhandler=2Efcgi=22=3A=22?= Message-ID: <47707.192.168.1.35.1213792153.webmail@192.168.1.35> We're actually seeing something very similar, but we're using lighttpd instead of Apache. It does seem that it's always a fastcgi process that hangs for us. Instead of returning a 500 error, though, our FastCGI process just starts eating up 99% of the CPU until we restart lighttpd. We're using 3.6.3. We're hoping that upgrading RT to a more recent version will solve this problem. -----Original Message----- From: tom at limepepper.co.uk Sent: Tuesday, June 17, 2008 1:09pm To: "RT Users" Subject: [rt-users] RT goes down with 500 error - "(2)No such file or directory: FastCGI: failed to connect to server "/opt/rt3/bin/mason_handler.fcgi":" Hi, My users starting calling and emailing today, apparently the RT3 web site was down with a 500 error. I am currently running 3.6.6 on RHEL4. The error in the apache log was; [Tue Jun 17 14:15:48 2008] [error] [client 10.127.5.6] (2)No such file or directory: FastCGI: failed to connect to server "/opt/rt3/bin/mason_handler.fcgi": connect() failed, referer: http://dcmon01.osti.local/rt/ the file "/opt/rt3/bin/mason_handler.fcgi" exists with executable permissions, and read permissions for the apache user. Restarting apache was a work-around to the problem and the site is back up and running now. However I am interested to know what the root cause was and other than monitoring for it, is there any way to prevent it causing downtime again? Many Thanks, Tom H ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mazonisg at gmail.com Wed Jun 18 08:59:35 2008 From: mazonisg at gmail.com (Girts Mazonis) Date: Wed, 18 Jun 2008 15:59:35 +0300 Subject: [rt-users] Broken links and some other problems Message-ID: I set up RT 3.7.26 and RT-IR 2.3.17 At start i have few broken links. First is at Configuration->Global->Templates To edit template is needed link http://localhost/rt/Admin/Global/Template.html?Queue=0&Template=1 but i have http://localhost/Admin/Global/Template.html?Queue=0&Template=1 And in Configuration->Users to select user is the same problem with link. How to fix this problem??? Second problem is when i have some incident who are not taken, when i press Take at RT at a Glance or at RTIR for Incident response section page not load or load with some error, but i don't see nothing. When i press BACK under menu shows i have taken the ticket. Have some solution for this problem? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Wed Jun 18 09:14:48 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 18 Jun 2008 09:14:48 -0400 Subject: [rt-users] From address all screwy Message-ID: <48590A48.2080307@gmail.com> I just moved our RT instance to a new server. It works as it should with one exception. It no longer sends email "from" the queue. Instead, it is shown as coming from the apache user (wwwrun on openSUSE). To be more specific, the Sender is listed as the apache user but the From header is the person that sent the email. "WWW daemon apache [wwwrun at company.com]; on behalf of; User Name via RT [is at company.com]" I'm using an identical Postfix config file and simply copied the database over from the old server. I've found this to be the case in both Outlook and Thunderbird. Also, I did some searching and the only thing I could find that might fix the problem is setting up a trusted user. The problem with that is Postfix doesn't use trusted users. Any thoughts on what I should be doing to fix this? Mathew -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. From ruz at bestpractical.com Wed Jun 18 09:20:52 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 Jun 2008 17:20:52 +0400 Subject: [rt-users] RT 3.8 beta 2 now available In-Reply-To: <9BDDCD64-0F92-4967-9C01-58900BF001F1@netspot.com.au> References: <8B18C613-6A79-4D9D-A30A-1A70911E0FDB@bestpractical.com> <26974E3E-CDFF-4A90-95B6-28D9B4F73160@netspot.com.au> <9BDDCD64-0F92-4967-9C01-58900BF001F1@netspot.com.au> Message-ID: <589c94400806180620q3e80ca9fxef095bb2507916d@mail.gmail.com> I think this has been fixed in RC1 jesse released several days ago. On Wed, May 21, 2008 at 1:01 PM, Tom Lanyon wrote: > On 20/05/2008, at 5:42 PM, Tom Lanyon wrote: > >> On 20/05/2008, at 2:05 PM, Jesse Vincent wrote: >> >>>>> >>>>> Jesse >>>> >>>> Jesse, >>>> >>>> It seg faults for me on a dev box, RedHat Enterprise Linux 5 with >>>> Perl 5.10.0. This box was successfully running 3.6.6 with no >>>> issues and only had a few dependencies which needed upgrading to >>>> pass a 3.7.85 'make testdeps'. >>>> >>>> It dies in HTML::Mason::Request::alter_superclass(), called from >>>> RT::Interface::Web::Request. >>>> >>> >>> When you install HTML::Mason, does it run and pass all its tests? >> >> >> Yes, all except live tests and CHI. If it was an issue with >> HTML::Mason I'd expect 15-subclass.t to fail (as it calls the same >> alter_superclass method). >> > > To follow up my own email, this does seem like a HTML::Mason bug as I > can reproduce the SIGSEGV on two machines running perl 5.10.0 and > HTML::Mason 1.39 with the following test script, yet it runs fine on > perl 5.8.8 + HTML::Mason 1.39. > > > package TestRequest; > use strict; > use warnings; > > use base 'HTML::Mason::Request'; > use HTML::Mason::CGIHandler; > > sub foo { > my $class = shift; > $class->alter_superclass( 'HTML::Mason::Request::CGI' ); > $class->SUPER::new(@_); > } > > > package main; > my $bar = TestRequest->foo(); > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 d.hill at yournetplus.com Wed Jun 18 09:45:52 2008 From: d.hill at yournetplus.com (Duane Hill) Date: Wed, 18 Jun 2008 13:45:52 +0000 (UTC) Subject: [rt-users] From address all screwy In-Reply-To: <48590A48.2080307@gmail.com> References: <48590A48.2080307@gmail.com> Message-ID: On Wed, 18 Jun 2008, Mathew Snyder wrote: > Also, I did some searching and the only > thing I could find that might fix the problem is setting up a trusted > user. The problem with that is Postfix doesn't use trusted users. This depends on your Postfix configuration. I have Postfix set up on our filter server and have allowed certain senders to bypass most restrictions. You may want to post your issue with trusted users to the Postfix list. From davidn at KeyMarkinc.com Wed Jun 18 10:13:40 2008 From: davidn at KeyMarkinc.com (David Nalley) Date: Wed, 18 Jun 2008 10:13:40 -0400 Subject: [rt-users] Performance Issues Message-ID: <81214BB68B68BF4586FE1D82E7B3C472E93B76@kmex01.keymark.dom> Hey guys, I am running a pilot installation of RT and experiencing some performance anomalies A bit about the environment: RT 3.6.6 on CentOS 5, using mod_perl against Postgres 8.1. Postgres and RT on separate boxes, and are on the same switch and subnet. Both boxes have 1GB of RAM and Xeon 2.8Ghz processors. In addition all of the clients in this pilot are also on the same subnet. The network is switched 10/100. The problem In most respects it's living up to it's expectations - however I am noticing some significant lagging. Now keep in mind this is only a pilot, I have a total of around 100 tickets, about 1800 transactions in this system, and only 4 web interface users. When I display one of the tickets that has 35 transactions, it takes between 19 and 28 seconds. That strikes me as a long time to load a single ticket, and is causing some concern about what would happen if really loaded and under heavy use. What I have done thus far: I worked through the performance tuning section on the wiki - and showed no improvement as a result. (In reality the database modifications had already been tweaked before RT showed up). I have run pg_top against the database and it appears the queries are being answered in a second or less. In monitoring the box RT runs on, when I request some of the tickets with more transactions, it grabs the CPU and keeps it occupied at 75-95% utilization (showing up as system time not wait) for the duration of loading the ticket with httpd being the process that grabs the CPU. About 40% of available RAM isn't being used on the RT box at present - so I don't think it's related to Thus I seek the group's wisdom - are my expectations improper for length of time to display a ticket? If not, where else should I be looking to address performance? From dave.wells at foreshore.net Wed Jun 18 10:16:30 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Wed, 18 Jun 2008 15:16:30 +0100 Subject: [rt-users] Individual Email address giving issues on Ticket Create Message-ID: <3E88364AF578694C9BBFE357115E2EDE03AF7D00@jsy-qr-is.is.foreshore.net> Hi, We are using RT Version: 3.6.4 Our RT system has been running brilliantly for many years, however we recently noticed an issue with one of our partners who use a hosted Ticketing system. Their FROM: and REPLY:TO fields are different in the email as below: FROM: support at xxxx.com REPLY-TO: cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com RT then tried to look up this email address using RT::User::CanonicalizeEmailAddress. As shown in the log extract I have provided below, this process eventually ends with a: [Wed Jun 18 12:17:59 2008] [warning]: Couldn't load user 'cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com'.giving up (/usr/local/rt3/lib/RT/Interface/Email.pm:329) [Wed Jun 18 12:17:59 2008] [crit]: User 'cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com' could not be loaded in the mail gateway (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue Support. (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Wed Jun 18 12:17:59 2008] [error]: Could not record email: Could not load a valid user (/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) The Everyone group has ReplyToTicket and CreateTicket rights both globally and specifically on the support queue. You will also see earlier on in the web extract the below error is given: [Wed Jun 18 12:17:58 2008] [crit]: User creation failed in mailgateway: Name in use (/usr/local/rt3/lib/RT/Interface/Email.pm:243) Now I have search through the RT users and although we do have some users created with very similar user names the specific user included in the log extract does not exist already in RT: cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com These cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com email addresses are created dynamically on their hosted ticketing system. These are the only type of email address that cause this issue that I can find and I have looked through our logs for the past month. So I am not sure if it is the length or complexity of these email address that is causing the problem. Any help would be greatly appreciated Thx Dave [Wed Jun 18 12:17:57 2008] [debug]: RT::User::CanonicalizeEmailAddress : called with "cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218 (/usr/local/rt3/local/lib/RT/User_Local.pm:326) [Wed Jun 18 12:17:57 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:57 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:57 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsu ite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:57 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsui te.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:57 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.net suite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.nets uite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases. netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases.n etsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at case s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases .netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases. netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases.n etsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at case s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases .netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [info]: RT::User::CanonicalizeEmailAddress cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com (/usr/local/rt3/local/lib/RT/User_Local.pm:345) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /usr/local/rt3/lib/RT/User_Overlay.pm 192 with: Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com, Name: cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com, Password: , Privileged: 0, RealName: Mimecast (/usr/local/rt3/local/lib/RT/User_Local.pm:378) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "sAMAccountName=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite. com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 393 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net sAMAccountName=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.c om => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 393 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::CanonicalizeEmailAddress : called with "cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/lib/RT/User_Overlay.pm 563 (/usr/local/rt3/local/lib/RT/User_Local.pm:326) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsu ite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsui te.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.net suite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.nets uite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases. netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases.n etsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at case s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases .netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases. netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases.n etsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at case s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases .netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [info]: RT::User::CanonicalizeEmailAddress 601905.17489_43451_1318.a4892b7a42.17489_43451_1318.a4892b7a42 at cases.net suite.com => cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com (/usr/local/rt3/local/lib/RT/User_Local.pm:345) [Wed Jun 18 12:17:58 2008] [crit]: User creation failed in mailgateway: Name in use (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::CanonicalizeEmailAddress : called with "cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218 (/usr/local/rt3/local/lib/RT/User_Local.pm:326) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsu ite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.netsui te.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.net suite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42 at cases.nets uite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases. netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases.n etsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at case s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42 at cases .netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:59 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:59 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases. netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:59 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases.n etsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:59 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at case s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Wed Jun 18 12:17:59 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42 at cases .netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Wed Jun 18 12:17:59 2008] [info]: RT::User::CanonicalizeEmailAddress cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com => cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com (/usr/local/rt3/local/lib/RT/User_Local.pm:345) [Wed Jun 18 12:17:59 2008] [warning]: Couldn't load user 'cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com'.giving up (/usr/local/rt3/lib/RT/Interface/Email.pm:329) [Wed Jun 18 12:17:59 2008] [crit]: User 'cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com' could not be loaded in the mail gateway (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (cases.601905.17489_43451_1318.a4892b7a42 at cases.netsuite.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue Support. (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Wed Jun 18 12:17:59 2008] [error]: Could not record email: Could not load a valid user (/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) *************************************************************************************** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to hostmaster at foreshore.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 108061815163304701.gif Type: image/gif Size: 1657 bytes Desc: not available URL: From mathew.snyder at gmail.com Wed Jun 18 11:32:41 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 18 Jun 2008 11:32:41 -0400 Subject: [rt-users] From address all screwy In-Reply-To: References: <48590A48.2080307@gmail.com> Message-ID: <48592A99.2080902@gmail.com> After posting to the postfix list like you suggested I was able to find more information. I think it might be due to not using sendmailpipe as the $MailCommand in RT_SiteConfig.pm. I made this change because I didn't find a command called sendmailpipe on the system. I'm now wondering if this is a command at all since I asked a former colleague at another company how they have things set up. They use sendmailpipe with the -t option but when I set that server up I never verified the existence of that command. Is sendmailpipe an RT internal thing or is there a command which needs to be installed? Mathew Duane Hill wrote: > On Wed, 18 Jun 2008, Mathew Snyder wrote: > >> Also, I did some searching and the only >> thing I could find that might fix the problem is setting up a trusted >> user. The problem with that is Postfix doesn't use trusted users. > > This depends on your Postfix configuration. I have Postfix set up on our > filter server and have allowed certain senders to bypass most restrictions. > > You may want to post your issue with trusted users to the Postfix list. -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. From jesse at bestpractical.com Wed Jun 18 12:17:56 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 18 Jun 2008 12:17:56 -0400 Subject: [rt-users] From address all screwy In-Reply-To: <48592A99.2080902@gmail.com> References: <48590A48.2080307@gmail.com> <48592A99.2080902@gmail.com> Message-ID: <2DAC096A-738F-41DA-80A8-8FE4341A752D@bestpractical.com> On Jun 18, 2008, at 11:32 AM, Mathew Snyder wrote: > After posting to the postfix list like you suggested I was able to > find > more information. I think it might be due to not using sendmailpipe > as > the $MailCommand in RT_SiteConfig.pm. I made this change because I > didn't find a command called sendmailpipe on the system. I'm now > wondering if this is a command at all since I asked a former colleague > at another company how they have things set up. They use sendmailpipe > with the -t option but when I set that server up I never verified the > existence of that command. Is sendmailpipe an RT internal thing or is > there a command which needs to be installed? None of those are system commands. They're the names of RT mail sending methods. > > > Mathew > > Duane Hill wrote: >> On Wed, 18 Jun 2008, Mathew Snyder wrote: >> >>> Also, I did some searching and the only >>> thing I could find that might fix the problem is setting up a >>> trusted >>> user. The problem with that is Postfix doesn't use trusted users. >> >> This depends on your Postfix configuration. I have Postfix set up >> on our >> filter server and have allowed certain senders to bypass most >> restrictions. >> >> You may want to post your issue with trusted users to the Postfix >> list. > > -- > Keep up with my goings on at > http://theillien.blogspot.com/feeds/posts/default. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mathew.snyder at gmail.com Wed Jun 18 12:24:15 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 18 Jun 2008 12:24:15 -0400 Subject: [rt-users] From address all screwy In-Reply-To: <2DAC096A-738F-41DA-80A8-8FE4341A752D@bestpractical.com> References: <48590A48.2080307@gmail.com> <48592A99.2080902@gmail.com> <2DAC096A-738F-41DA-80A8-8FE4341A752D@bestpractical.com> Message-ID: <485936AF.7010104@gmail.com> That's what I was thinking. I've changed the $MailCommand option back to sendmailpipe and the $SendmailArguments back to "-oi -t". This has solved the problem. Mathew Jesse Vincent wrote: > > On Jun 18, 2008, at 11:32 AM, Mathew Snyder wrote: > >> After posting to the postfix list like you suggested I was able to find >> more information. I think it might be due to not using sendmailpipe as >> the $MailCommand in RT_SiteConfig.pm. I made this change because I >> didn't find a command called sendmailpipe on the system. I'm now >> wondering if this is a command at all since I asked a former colleague >> at another company how they have things set up. They use sendmailpipe >> with the -t option but when I set that server up I never verified the >> existence of that command. Is sendmailpipe an RT internal thing or is >> there a command which needs to be installed? > > None of those are system commands. They're the names of RT mail sending > methods. > >> >> >> Mathew >> >> Duane Hill wrote: >>> On Wed, 18 Jun 2008, Mathew Snyder wrote: >>> >>>> Also, I did some searching and the only >>>> thing I could find that might fix the problem is setting up a trusted >>>> user. The problem with that is Postfix doesn't use trusted users. >>> >>> This depends on your Postfix configuration. I have Postfix set up on our >>> filter server and have allowed certain senders to bypass most >>> restrictions. >>> >>> You may want to post your issue with trusted users to the Postfix list. >> >> -- >> Keep up with my goings on at >> http://theillien.blogspot.com/feeds/posts/default. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. From jmoseley at corp.xanadoo.com Wed Jun 18 12:31:39 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 18 Jun 2008 11:31:39 -0500 Subject: [rt-users] From address all screwy In-Reply-To: <48592A99.2080902@gmail.com> Message-ID: As far as I can tell, the 'sendmailpipe' reference in the RT config files is simply an argument that tells the RT email functions how to call the sendmail binary. I think your problems will go away if you simply remove all your sendmail configuration arguments from your RT_SiteConfig.pm file and just rely on the defaults in RT_Config.pm. James Moseley Mathew Snyder To Sent by: d.hill at yournetplus.com rt-users-bounces@ cc lists.bestpractic rt Users al.com Subject Re: [rt-users] From address all 06/18/2008 10:32 screwy AM After posting to the postfix list like you suggested I was able to find more information. I think it might be due to not using sendmailpipe as the $MailCommand in RT_SiteConfig.pm. I made this change because I didn't find a command called sendmailpipe on the system. I'm now wondering if this is a command at all since I asked a former colleague at another company how they have things set up. They use sendmailpipe with the -t option but when I set that server up I never verified the existence of that command. Is sendmailpipe an RT internal thing or is there a command which needs to be installed? Mathew Duane Hill wrote: > On Wed, 18 Jun 2008, Mathew Snyder wrote: > >> Also, I did some searching and the only >> thing I could find that might fix the problem is setting up a trusted >> user. The problem with that is Postfix doesn't use trusted users. > > This depends on your Postfix configuration. I have Postfix set up on our > filter server and have allowed certain senders to bypass most restrictions. > > You may want to post your issue with trusted users to the Postfix list. -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Jun 18 12:40:16 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 18 Jun 2008 12:40:16 -0400 Subject: [rt-users] RT 3.8.0 BETA 3 now available In-Reply-To: <4858F85E.4050402@cmu.edu> References: <484E3334.2010305@cmu.edu> <4858F85E.4050402@cmu.edu> Message-ID: On Jun 18, 2008, at 7:58 AM, Brian Gallew wrote: > I sent this to the list, but it got bounced (image too big). > > > Jesse Vincent wrote: >>> Second issue: IPC::Run::SafeHandles is missed in the dependencies if >>> GraphViz is enabled. >> I see it in rt-test-dependencies.. It should be installed >> automatically. Do you still have the output from your installation? > > Nope. I did a "make fixdeps" as part of my installation process. > We've tracked this down and it should be sorted out for RC2 > >>> With MSIE 6.0.2900.blahblahblah there is some minor, but annoying >>> overlap of all the panes containing tickets on the RT at a Glance >>> page. >>> >>> The ticket view is *great* except for an overlap in Comments where >>> the >>> first word of the comment overlaps the dark blue box with the #. >>> >> Can I get screenshots of these? I'll try to get an IE6 up and >> running, but most of my world has been force-upgraded to IE7. > > Attached. As a slightly interesting data point, NEW comments show > correctly (as shown in the screenshot). I wonder if it has to do with > the complete lack of markup in the "bad" comment? > Can you replicate this on rt3.fsck.com as user guest with a password of guest? > From ktm at rice.edu Wed Jun 18 12:53:33 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 18 Jun 2008 11:53:33 -0500 Subject: [rt-users] Performance Issues In-Reply-To: <81214BB68B68BF4586FE1D82E7B3C472E93B76@kmex01.keymark.dom> References: <81214BB68B68BF4586FE1D82E7B3C472E93B76@kmex01.keymark.dom> Message-ID: <20080618165333.GO337@it.is.rice.edu> On Wed, Jun 18, 2008 at 10:13:40AM -0400, David Nalley wrote: > Hey guys, > I am running a pilot installation of RT and experiencing some > performance anomalies > > A bit about the environment: > RT 3.6.6 on CentOS 5, using mod_perl against Postgres 8.1. Postgres and > RT on separate boxes, and are on the same switch and subnet. Both boxes > have 1GB of RAM and Xeon 2.8Ghz processors. In addition all of the > clients in this pilot are also on the same subnet. The network is > switched 10/100. > > The problem > In most respects it's living up to it's expectations - however I am > noticing some significant lagging. Now keep in mind this is only a > pilot, I have a total of around 100 tickets, about 1800 transactions in > this system, and only 4 web interface users. When I display one of the > tickets that has 35 transactions, it takes between 19 and 28 seconds. > That strikes me as a long time to load a single ticket, and is causing > some concern about what would happen if really loaded and under heavy > use. > > What I have done thus far: > I worked through the performance tuning section on the wiki - and showed > no improvement as a result. (In reality the database modifications had > already been tweaked before RT showed up). > I have run pg_top against the database and it appears the queries are > being answered in a second or less. > In monitoring the box RT runs on, when I request some of the tickets > with more transactions, it grabs the CPU and keeps it occupied at 75-95% > utilization (showing up as system time not wait) for the duration of > loading the ticket with httpd being the process that grabs the CPU. > About 40% of available RAM isn't being used on the RT box at present - > so I don't think it's related to > > > Thus I seek the group's wisdom - are my expectations improper for length > of time to display a ticket? If not, where else should I be looking to > address performance? The only problems that I have seen people posting concerned the display of merged tickets -- see the archives for details. If you are not doing that, could it be some sort of permissions problem or a problem with local mods? We have many, many more tickets/users/transactions and the display is pretty snappy. Also one comment, if you are in a pilot and not production, now is the time to upgrade your DB to 8.3 which has been out for a while and will support the full-text indexing that we intend to implement here and update the wiki with the patch/process. Ken From jmoseley at corp.xanadoo.com Wed Jun 18 14:01:07 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 18 Jun 2008 13:01:07 -0500 Subject: [rt-users] Performance Issues In-Reply-To: <20080618165333.GO337@it.is.rice.edu> Message-ID: David, what kind of disks are you using on your DB server? Generally speaking, mod_perl is slower than FastCGI - have you tried the latter? Next, have you tried any manual queries against your DB server to see if that's the source of the slowness? For reference, I just displayed a ticket with no attachments that has 100 transactions and it displayed in 25 seconds. James Moseley On Wed, Jun 18, 2008 at 10:13:40AM -0400, David Nalley wrote: > Hey guys, > I am running a pilot installation of RT and experiencing some > performance anomalies > > A bit about the environment: > RT 3.6.6 on CentOS 5, using mod_perl against Postgres 8.1. Postgres and > RT on separate boxes, and are on the same switch and subnet. Both boxes > have 1GB of RAM and Xeon 2.8Ghz processors. In addition all of the > clients in this pilot are also on the same subnet. The network is > switched 10/100. > > The problem > In most respects it's living up to it's expectations - however I am > noticing some significant lagging. Now keep in mind this is only a > pilot, I have a total of around 100 tickets, about 1800 transactions in > this system, and only 4 web interface users. When I display one of the > tickets that has 35 transactions, it takes between 19 and 28 seconds. > That strikes me as a long time to load a single ticket, and is causing > some concern about what would happen if really loaded and under heavy > use. > > What I have done thus far: > I worked through the performance tuning section on the wiki - and showed > no improvement as a result. (In reality the database modifications had > already been tweaked before RT showed up). > I have run pg_top against the database and it appears the queries are > being answered in a second or less. > In monitoring the box RT runs on, when I request some of the tickets > with more transactions, it grabs the CPU and keeps it occupied at 75-95% > utilization (showing up as system time not wait) for the duration of > loading the ticket with httpd being the process that grabs the CPU. > About 40% of available RAM isn't being used on the RT box at present - > so I don't think it's related to > > > Thus I seek the group's wisdom - are my expectations improper for length > of time to display a ticket? If not, where else should I be looking to > address performance? From jjeppson at mosscodilis.com Wed Jun 18 15:30:23 2008 From: jjeppson at mosscodilis.com (Jonathan Jeppson) Date: Wed, 18 Jun 2008 13:30:23 -0600 Subject: [rt-users] Attachment Link Disabled Message-ID: <48590DEF.7AD9.0025.0@mosscodilis.com> After creating a ticket and adding an attachment, I go to the ticket and the filename is displayed in the attachment section, but there is no link created t download the attachment. Has anyone seen this issue? Thanks! Jon From KFCrocker at lbl.gov Wed Jun 18 16:25:35 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 18 Jun 2008 13:25:35 -0700 Subject: [rt-users] Tickets for multiple groups In-Reply-To: <4857DFBC.8070705@slac.stanford.edu> References: <4857DFBC.8070705@slac.stanford.edu> Message-ID: <48596F3F.7070104@lbl.gov> Chuck, We have over 100 technical support queues. Many of them part of the same overall support group, but a different software application. We offer to the users of each application the email address for only the queue they would send a request to for 'that' application. Some "groups" have a central queue where requests for several software applications go and there they are evaluated, approved, prioritized before being moved to the specific queue that supports that specific software. We control all that by using very few global privileges (just those that we want to apply to roles, like requestors, regardless of queue) putting most of the restrictions on the queue level and we allow NO privileges to individual users (except 2 superusers, who act as System Admins). All users are in specific groups and those groups are limited in access to queues by the privileges at that queue level. Hope this helps. Kenn LBNL On 6/17/2008 9:01 AM, Chuck Boeheim wrote: > Hi Folks, > We've been using RT for some years, but now with a decision to > ditch Remedy and move all groups to RT, we're getting quite a few > new queues. This has caused the situation to arise where some > tickets fall into the cracks between groups. A user might send > email to the addresses for the Unix team and the Security team, > because it's a unix security issue, for instance. Because there's > only one underlying email address and a procmail script that > picks a queue for it to go into based on email address, one of > those addresses 'wins'. The falling-into-cracks happens when > staff sees both addresses on the ticket but don't realize the > other team hasn't seen it and don't realize they have an action > item. > > How do other organizations handle this? The case where it's > in the wrong queue is easy: just transfer the ticket to the > right queue and the scrip notifies the new watchers. When > it really is something that both sets of watchers should watch, > then it gets tricky. We've thought of: > > 1) Have the procmail script create duplicate tickets in each > queue. All watchers get notified, but don't see correspondence > in the other queue. Putting 'related' links in the tickets only > helps a small amount. > > 2) Put the ticket in one main queue and a child ticket in the other > queue to notify watchers there is something to watch. Then there's > a placeholder and a click-through link to the real ticket. There's > no notification of updates to the watchers of the other queue, though. > > 3) Put in enough handshaking between the procmail script and an > on-create scrip to add the watchers of the second queue to the > ticket. All the right people get notified then, but someone who is > working from the web UI don't see it in the second queue. (Our > "dispatch" people tend to work from the web UI, while solvers not > on duty tend to rely on watcher email.) > > 4) Go to a single queue, add a multi-valued custom field 'area' that > contains the former queue names, can be used for searching and > subsetting, and with some programming can maintain the right set of > watchers on each ticket. This is a fair bit of programming to re-invent > queue functionality. > > None of these is ideal, though 3 perhaps comes closest. Has anyone > thought of a more inventive approach for supporting multiple teams who > generally have separate work queues but must sometimes collaborate on > solving tickets? > > Best, > -Chuck Boeheim > Stanford Linear Accelerator Center > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Wed Jun 18 16:31:24 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 18 Jun 2008 13:31:24 -0700 Subject: [rt-users] The ShowSavedSearches right and a patch for SavedSearches.pm In-Reply-To: <48583318.3010205@hmdc.harvard.edu> References: <48583318.3010205@hmdc.harvard.edu> Message-ID: <4859709C.2090907@lbl.gov> William, We grant all the search rights globally to all Privileged users. Because we limit queue access at the group level, any privileged user in a group that has access to a queue can see, load, save, etc any search created and used by any member in that group. We really haven't had any trouble with that setup at all. It certainly is a lot less maintenance than trying to grant all those privileges on a user/queue basis. Hope this helps. Kenn LBNL On 6/17/2008 2:56 PM, William J. Horka wrote: > Hello all, > > Does anyone have experience with granting the ShowSavedSearches right? I > found that it wasn't working as I expected and posted this question and > patch to the rt-devel list back in February and got no response. I > noticed that the behavior is still the same in RT 3.6.7, so I was hoping > that someone else in the user community might be able to tell me if I'm > misinterpreting the documentation or if the patched behavior is preferable. > > Thanks in advance. > > -Bill > > -------- Original Message -------- > Subject: SavedSearches.pm and the ShowSavedSearches right > Date: Tue, 26 Feb 2008 18:40:56 -0500 > From: William J. Horka > To: rt-devel at lists.bestpractical.com > > Hello all, > > I may be misinterpreting the documentation, but it appears to be that RT > is not behaving as documented with respect to the ShowSavedSearches > group right. > > According to the RT wiki, "A user who has the ShowSavedSearches right to > a group is able to see/load the saved searches of that group. The user > must also have the global LoadSavedSearch right." > > However, in practice, it seems that the function > RT::SavedSearches::_PrivacyObjects which "returns a list of objects that > can be used to load saved searches from" does not select the group > objects based on the user having the ShowSavedSearches group right, but > rather selects them based on whether the user is a member of the group. > > I've verified that the relevant code in > RT::SavedSearches::_PrivacyObjects is identical in the subversion > 3.6-RELEASE and 3.7-EXPERIMENTAL branches, so this doesn't appear to > have been yet identified as a bug. > > The attached patch reflects the behavior I would expect to see based on > the documentation. Does this look correct? > > -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 KFCrocker at lbl.gov Wed Jun 18 16:36:37 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 18 Jun 2008 13:36:37 -0700 Subject: [rt-users] Login on every page problem /Gentoo box/ In-Reply-To: <485887E4.1020604@gmail.com> References: <485887E4.1020604@gmail.com> Message-ID: <485971D5.2080309@lbl.gov> Illa, We had the same problem using Oracle/firefox. We had to modify the "SetupSessionCookie" file in /..your rt../local/html/Elements with the following: 74 my $session_properties; 75 if ( $session_class eq 'Apache::Session::File' ) { 76 $session_properties = { 77 Directory => $RT::MasonSessionDir, 78 LockDirectory => $RT::MasonSessionDir, 79 Transaction => 1 80 }; 81 } else { 82 $session_properties = { 83 Handle => $RT::Handle->dbh, 84 LockHandle => $RT::Handle->dbh, 85 Transaction => 1 86 }; 87 } The "Transaction => 1" code is what solves that problem. There have been reports of other causes from other environments, but that did it for us. Hope it helps. Kenn LBNL On 6/17/2008 8:58 PM, Ilia Kantor wrote: > Hi, > > I installed RT via package on Gentoo. > It allows me to log in, but every click leads to login page. > Login goes ok, but then another click leads to login again etc etc. > > Every action requires re-login. What's up? > > I tried lighttpd, nginx with fastcgi, apache with modperl. > RT version is 3.6.6, mysql backend. > > Cookie has correct name, and it is recieved/sent by browser. > User table has correct data, > sessions table has some data too. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Wed Jun 18 16:41:19 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 18 Jun 2008 13:41:19 -0700 Subject: [rt-users] Performance Issues In-Reply-To: <81214BB68B68BF4586FE1D82E7B3C472E93B76@kmex01.keymark.dom> References: <81214BB68B68BF4586FE1D82E7B3C472E93B76@kmex01.keymark.dom> Message-ID: <485972EF.1000507@lbl.gov> David, Is your problem related with search results? We have found that if we limit the rights to see, own, modify tickets to specific groups and not to all privileged or global roles, we had a pretty fast response time. Hope this helps. Kenn LBNL On 6/18/2008 7:13 AM, David Nalley wrote: > Hey guys, > I am running a pilot installation of RT and experiencing some > performance anomalies > > A bit about the environment: > RT 3.6.6 on CentOS 5, using mod_perl against Postgres 8.1. Postgres and > RT on separate boxes, and are on the same switch and subnet. Both boxes > have 1GB of RAM and Xeon 2.8Ghz processors. In addition all of the > clients in this pilot are also on the same subnet. The network is > switched 10/100. > > The problem > In most respects it's living up to it's expectations - however I am > noticing some significant lagging. Now keep in mind this is only a > pilot, I have a total of around 100 tickets, about 1800 transactions in > this system, and only 4 web interface users. When I display one of the > tickets that has 35 transactions, it takes between 19 and 28 seconds. > That strikes me as a long time to load a single ticket, and is causing > some concern about what would happen if really loaded and under heavy > use. > > What I have done thus far: > I worked through the performance tuning section on the wiki - and showed > no improvement as a result. (In reality the database modifications had > already been tweaked before RT showed up). > I have run pg_top against the database and it appears the queries are > being answered in a second or less. > In monitoring the box RT runs on, when I request some of the tickets > with more transactions, it grabs the CPU and keeps it occupied at 75-95% > utilization (showing up as system time not wait) for the duration of > loading the ticket with httpd being the process that grabs the CPU. > About 40% of available RAM isn't being used on the RT box at present - > so I don't think it's related to > > > Thus I seek the group's wisdom - are my expectations improper for length > of time to display a ticket? If not, where else should I be looking to > address performance? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jun 18 16:59:04 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 19 Jun 2008 00:59:04 +0400 Subject: [rt-users] Performance Issues In-Reply-To: References: <20080618165333.GO337@it.is.rice.edu> Message-ID: <589c94400806181359h47c5afe4kae8578729219eafc@mail.gmail.com> On Wed, Jun 18, 2008 at 10:01 PM, wrote: > David, what kind of disks are you using on your DB server? Fast disks are major requirement for any DB, but such small DB can live in the memory. As David has different servers for DB and front-end then network latencies most probably have bigger impact on performance. > Generally speaking, mod_perl is slower than FastCGI - have you tried the latter? This's not true! We have no any good RT benchmark results proving either this or opposite. > Next, have you tried any manual queries against your DB server to see if > that's the source of the slowness? Agree, any not tuned database will give you poor results. > > For reference, I just displayed a ticket with no attachments that has 100 > transactions and it displayed in 25 seconds. In 3.8 we improved displaying history of tickets with many transactions. People trying RT for a new setup are encouraged to try RC1. > James Moseley > > On Wed, Jun 18, 2008 at 10:13:40AM -0400, David Nalley wrote: >> Hey guys, >> I am running a pilot installation of RT and experiencing some >> performance anomalies >> >> A bit about the environment: >> RT 3.6.6 on CentOS 5, using mod_perl against Postgres 8.1. Postgres and >> RT on separate boxes, and are on the same switch and subnet. Both boxes >> have 1GB of RAM and Xeon 2.8Ghz processors. In addition all of the >> clients in this pilot are also on the same subnet. The network is >> switched 10/100. >> >> The problem >> In most respects it's living up to it's expectations - however I am >> noticing some significant lagging. Now keep in mind this is only a >> pilot, I have a total of around 100 tickets, about 1800 transactions in >> this system, and only 4 web interface users. When I display one of the >> tickets that has 35 transactions, it takes between 19 and 28 seconds. >> That strikes me as a long time to load a single ticket, and is causing >> some concern about what would happen if really loaded and under heavy >> use. >> >> What I have done thus far: >> I worked through the performance tuning section on the wiki - and showed >> no improvement as a result. (In reality the database modifications had >> already been tweaked before RT showed up). >> I have run pg_top against the database and it appears the queries are >> being answered in a second or less. >> In monitoring the box RT runs on, when I request some of the tickets >> with more transactions, it grabs the CPU and keeps it occupied at 75-95% >> utilization (showing up as system time not wait) for the duration of >> loading the ticket with httpd being the process that grabs the CPU. >> About 40% of available RAM isn't being used on the RT box at present - >> so I don't think it's related to >> >> >> Thus I seek the group's wisdom - are my expectations improper for length >> of time to display a ticket? If not, where else should I be looking to >> address performance? > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jun 18 17:18:43 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 18 Jun 2008 14:18:43 -0700 Subject: [rt-users] Spaces not allowed in Custom Fields when generating tickets via e-mail In-Reply-To: <589c94400806101435t5ea6a258q45f3771dd7008b57@mail.gmail.com> References: <67048CBE51B1644D89DDD3B7C9F2D19E05BB73F9@ecamlmw720.eamcs.ericsson.se> <20080610164855.GH16433@zaphod.mvlan.net> <589c94400806101435t5ea6a258q45f3771dd7008b57@mail.gmail.com> Message-ID: <48597BB3.5090605@lbl.gov> Ruslan, I was following this thread because I was having trouble creating a ticket via email using the format found in Tools->Offline. It didn't take any of the data I entered for the Requestor and Owner and a few other fields. SO I went to the file you wrote here, just to see what I can see (the bear went over the mountain...) and the TakeAction file is not in that directory. Would my trouble creating a ticket via email with the offline format be caused by that file NOT being there? Thanks. Kenn LBNL On 6/10/2008 2:35 PM, Ruslan Zakirov wrote: > Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the > following line: > > last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; > > with > > last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/; > > stop and start server, test, report back. however this change will > make ':' character illegal in CF name. > > On Tue, Jun 10, 2008 at 8:48 PM, Jean-Sebastien Morisset > wrote: >> On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote: >>> Hi everyone, >>> >>> I am sending this email hopping that someone has encountered this >>> anomaly before. >>> >>> We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10. >>> >>> I have installed RT::Extension::CommandByMail and the functionality is >>> great. But, the mechanism fails when I need to set the values of a >>> custom field that has spaces, as shown in below. The custom field >>> could be set correctly using web UI, but not through emails! >>> >>> Status: open >>> CustomField.{Request Type}: foo >>> >>> Have anyone encountered this before? >> I also just found this problem. Has anyone found a solution (aside from >> renaming the custom field)? >> >> 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 ruz at bestpractical.com Wed Jun 18 17:34:21 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 19 Jun 2008 01:34:21 +0400 Subject: [rt-users] Spaces not allowed in Custom Fields when generating tickets via e-mail In-Reply-To: <48597BB3.5090605@lbl.gov> References: <67048CBE51B1644D89DDD3B7C9F2D19E05BB73F9@ecamlmw720.eamcs.ericsson.se> <20080610164855.GH16433@zaphod.mvlan.net> <589c94400806101435t5ea6a258q45f3771dd7008b57@mail.gmail.com> <48597BB3.5090605@lbl.gov> Message-ID: <589c94400806181434m6f7b8f38r608d86b5f5f19fec@mail.gmail.com> You need CommandByEmail extension for this. On Thu, Jun 19, 2008 at 1:18 AM, Kenneth Crocker wrote: > Ruslan, > > > I was following this thread because I was having trouble creating a > ticket via email using the format found in Tools->Offline. It didn't take > any of the data I entered for the Requestor and Owner and a few other > fields. SO I went to the file you wrote here, just to see what I can see > (the bear went over the mountain...) and the TakeAction file is not in that > directory. Would my trouble creating a ticket via email with the offline > format be caused by that file NOT being there? Thanks. > > Kenn > LBNL > > On 6/10/2008 2:35 PM, Ruslan Zakirov wrote: >> >> Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the >> following line: >> >> last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; >> >> with >> >> last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/; >> >> stop and start server, test, report back. however this change will >> make ':' character illegal in CF name. >> >> On Tue, Jun 10, 2008 at 8:48 PM, Jean-Sebastien Morisset >> wrote: >>> >>> On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote: >>>> >>>> Hi everyone, >>>> >>>> I am sending this email hopping that someone has encountered this >>>> anomaly before. >>>> >>>> We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10. >>>> >>>> I have installed RT::Extension::CommandByMail and the functionality is >>>> great. But, the mechanism fails when I need to set the values of a >>>> custom field that has spaces, as shown in below. The custom field >>>> could be set correctly using web UI, but not through emails! >>>> >>>> Status: open >>>> CustomField.{Request Type}: foo >>>> >>>> Have anyone encountered this before? >>> >>> I also just found this problem. Has anyone found a solution (aside from >>> renaming the custom field)? >>> >>> 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 >>> >> >> >> > > -- Best regards, Ruslan. From ruz at bestpractical.com Wed Jun 18 17:37:23 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 19 Jun 2008 01:37:23 +0400 Subject: [rt-users] Login on every page problem /Gentoo box/ In-Reply-To: <485887E4.1020604@gmail.com> References: <485887E4.1020604@gmail.com> Message-ID: <589c94400806181437p13b4456dib1be3178936f3e60@mail.gmail.com> This is related gentoo's default charset of mysql DBs. We fixed it in 3.8 where we use new better schema for mysql that should fix this and other issues. On Wed, Jun 18, 2008 at 7:58 AM, Ilia Kantor wrote: > Hi, > > I installed RT via package on Gentoo. > It allows me to log in, but every click leads to login page. > Login goes ok, but then another click leads to login again etc etc. > > Every action requires re-login. What's up? > > I tried lighttpd, nginx with fastcgi, apache with modperl. > RT version is 3.6.6, mysql backend. > > Cookie has correct name, and it is recieved/sent by browser. > User table has correct data, > sessions table has some data too. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From whorka at hmdc.harvard.edu Wed Jun 18 17:39:54 2008 From: whorka at hmdc.harvard.edu (William J. Horka) Date: Wed, 18 Jun 2008 17:39:54 -0400 Subject: [rt-users] The ShowSavedSearches right and a patch for SavedSearches.pm In-Reply-To: <4859709C.2090907@lbl.gov> References: <48583318.3010205@hmdc.harvard.edu> <4859709C.2090907@lbl.gov> Message-ID: <485980AA.3050302@hmdc.harvard.edu> Kenn, Thanks for the response. Unfortunately this won't work in our environment because we need to grant users the ability to load saved searches that were saved to other groups' sets of saved searches. For example, a group named Foo_Write has permissions to view and create tickets in the Foo queue, as well as save searches to "Foo_Write's saved searches" in the Query builder. A group named Foo_Read has permissions to view tickets in the Foo queue, as well as the ShowSavedSearches right on the Foo_Write group. By my understanding of the documentation, members of the Foo_Read group should be able to load from "Foo_Write's saved searches" in the Query builder. However, this is not what happens in practice; the code in SavedSearches.pm that populates the "Load saved search" box in the Query builder looks for saved searches only in the groups that the user is a member of -- not all the groups that the user has the ShowSavedSearches right on -- and even allows the user to load saved searches from groups they are a member of when they do _not_ have the ShowSavedSearches right on the group. If my understanding is correct and the patch I proposed is accepted, you would need to grant each group the ShowSavedSearches right on itself in order for members of the group to be able to see the group's saved searches. This would create a bit of work for installations configured like yours, but I still think it makes sense; other group privileges are treated in this way, such as AdminGroup and AdminGroupMembership -- you wouldn't want group members to have these rights by default with no way to revoke them. If my understanding is not correct, then what is the ShowSavedSearches right for? -Bill Kenneth Crocker wrote: > William, > > > We grant all the search rights globally to all Privileged users. > Because we limit queue access at the group level, any privileged user in > a group that has access to a queue can see, load, save, etc any search > created and used by any member in that group. We really haven't had any > trouble with that setup at all. It certainly is a lot less maintenance > than trying to grant all those privileges on a user/queue basis. Hope > this helps. > > Kenn > LBNL > > On 6/17/2008 2:56 PM, William J. Horka wrote: >> Hello all, >> >> Does anyone have experience with granting the ShowSavedSearches right? >> I found that it wasn't working as I expected and posted this question >> and patch to the rt-devel list back in February and got no response. I >> noticed that the behavior is still the same in RT 3.6.7, so I was >> hoping that someone else in the user community might be able to tell >> me if I'm misinterpreting the documentation or if the patched behavior >> is preferable. >> >> Thanks in advance. >> >> -Bill >> >> -------- Original Message -------- >> Subject: SavedSearches.pm and the ShowSavedSearches right >> Date: Tue, 26 Feb 2008 18:40:56 -0500 >> From: William J. Horka >> To: rt-devel at lists.bestpractical.com >> >> Hello all, >> >> I may be misinterpreting the documentation, but it appears to be that RT >> is not behaving as documented with respect to the ShowSavedSearches >> group right. >> >> According to the RT wiki, "A user who has the ShowSavedSearches right to >> a group is able to see/load the saved searches of that group. The user >> must also have the global LoadSavedSearch right." >> >> However, in practice, it seems that the function >> RT::SavedSearches::_PrivacyObjects which "returns a list of objects that >> can be used to load saved searches from" does not select the group >> objects based on the user having the ShowSavedSearches group right, but >> rather selects them based on whether the user is a member of the group. >> >> I've verified that the relevant code in >> RT::SavedSearches::_PrivacyObjects is identical in the subversion >> 3.6-RELEASE and 3.7-EXPERIMENTAL branches, so this doesn't appear to >> have been yet identified as a bug. >> >> The attached patch reflects the behavior I would expect to see based on >> the documentation. Does this look correct? >> >> -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 > -- William Horka UNIX Systems Administrator Harvard-MIT Data Center From jsmoriss at mvlan.net Wed Jun 18 18:11:57 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Wed, 18 Jun 2008 22:11:57 +0000 Subject: [rt-users] Spaces not allowed in Custom Fields when generating tickets via e-mail In-Reply-To: <48597BB3.5090605@lbl.gov> References: <67048CBE51B1644D89DDD3B7C9F2D19E05BB73F9@ecamlmw720.eamcs.ericsson.se> <20080610164855.GH16433@zaphod.mvlan.net> <589c94400806101435t5ea6a258q45f3771dd7008b57@mail.gmail.com> <48597BB3.5090605@lbl.gov> Message-ID: <20080618221157.GA28643@zaphod.mvlan.net> On Wed, Jun 18, 2008 at 02:18:43PM -0700, Kenneth Crocker wrote: > Ruslan, > > > I was following this thread because I was having trouble creating a > ticket via email using the format found in Tools->Offline. It didn't > take any of the data I entered for the Requestor and Owner and a few > other fields. SO I went to the file you wrote here, just to see what I > can see (the bear went over the mountain...) and the TakeAction file is > not in that directory. Would my trouble creating a ticket via email with > the offline format be caused by that file NOT being there? Thanks. > > Kenn > LBNL > > On 6/10/2008 2:35 PM, Ruslan Zakirov wrote: >> Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the >> following line: >> >> last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; >> >> with >> >> last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/; >> >> stop and start server, test, report back. however this change will >> make ':' character illegal in CF name. BTW, this caused a little problem when someone opened a ticket with the contents of a log file, so I tweeked the regex to make it just a _little_ more restrictive: last if $line !~ /^(?:([^:]+):\s+?(.*)\s*?|)$/; Thanks again, BTW. This saved me from renaming all my Custom Fields. :-) js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From tom at netspot.com.au Thu Jun 19 03:29:51 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Thu, 19 Jun 2008 16:59:51 +0930 Subject: [rt-users] Sort by DueDate excluding 'not set' tickets In-Reply-To: <4857B9BE.50809@vitamix.com> References: <38C40C24-9CFC-4698-8FA3-BF16A8F10E03@netspot.com.au> <4857B9BE.50809@vitamix.com> Message-ID: <6A4D4FB3-8B1D-4DDE-9405-48CB756A2D28@netspot.com.au> On 17/06/2008, at 10:48 PM, Jason Fenner wrote: > It looks like you have two options: > > 1) You can add to your search/query a line that says 'Due > 0' > What this will do is only return results that have a due date set, > it will not return results without a due date set. > You could then run a separate query to see the tickets that do not > have a due date set if you wanted to see those. > > 2) You could customize rt3/share/html/Search/Results.html to put > tickets that have Due date 'not set' on the bottom of the results > list. > This option would be a bit more involved, but you could make the > search results page exactly how you wanted it to then. > I figured they were my only two options. Unfortunately I need tickets that have no due date and I also can't globally change the Search/ Results.html page as other queues have different uses of Due Date. I'll have to customise Search/Results.html for a few specific Queues. Thanks, Tom From tom at netspot.com.au Thu Jun 19 03:39:50 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Thu, 19 Jun 2008 17:09:50 +0930 Subject: [rt-users] Performance Issues In-Reply-To: <81214BB68B68BF4586FE1D82E7B3C472E93B76@kmex01.keymark.dom> References: <81214BB68B68BF4586FE1D82E7B3C472E93B76@kmex01.keymark.dom> Message-ID: <76D382ED-2C80-48AB-84DA-EB9EFD8EE2C5@netspot.com.au> On 18/06/2008, at 11:43 PM, David Nalley wrote: > Hey guys, > I am running a pilot installation of RT and experiencing some > performance anomalies > > A bit about the environment: > RT 3.6.6 on CentOS 5, using mod_perl against Postgres 8.1. Postgres > and > RT on separate boxes, and are on the same switch and subnet. Both > boxes > have 1GB of RAM and Xeon 2.8Ghz processors. In addition all of the > clients in this pilot are also on the same subnet. The network is > switched 10/100. There's also the RHEL/CentOS 'overload bug': http://rt.perl.org/rt3/Public/Bug/Display.html?id=43283 https://bugzilla.redhat.com/show_bug.cgi?id=196836 Not sure how much of an impact it has on RT but perhaps compile a vanilla 5.8.x perl on the box and see if that improves performance? -Tom From titoluwanimi at yahoo.com Thu Jun 19 04:39:02 2008 From: titoluwanimi at yahoo.com (Christiana Toluwanimi Olayinka) Date: Thu, 19 Jun 2008 01:39:02 -0700 (PDT) Subject: [rt-users] creating tickets for my mails Message-ID: <321271.38177.qm@web65704.mail.ac4.yahoo.com> Dear all, I installed a request tracker on a FreeBSD system. The request tracker is working well but I have problem injecting my administative mails into it. When i tried to send email into the request tracker, sendmail returns this error: 404 Not Found "|/usr/local/rt3/bin/rt-mailgate --queue support --action correspond --url http://rt.mydomain.com"... Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL On the Request Tracker Server, I created a testfile and did a 'cat testfile |/usr/local/rt3/bin/rt-mailgate --queue support --action correspond --url http://rt.mydomain.com' (with this I expect the content of the testfile to be created as a ticket on the request tracker) I got this error: 500 Can't connect to rt.mydomain.com:80 (connect:Invalid argument) Does any one has a clue to what the problem is? Christiana -------------- next part -------------- An HTML attachment was scrubbed... URL: From G.E.Fowler at lboro.ac.uk Thu Jun 19 05:08:11 2008 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Thu, 19 Jun 2008 10:08:11 +0100 Subject: [rt-users] Rename RT Instance Message-ID: <1213866492.11523.18.camel@ernie.internal.graemef.net> I've had a read of the list archives, and a read of the Wiki, and just wanted to check something before I suggest something as possible that my team will hang me for :) We have an operational instance of RT 3.6.5 with a rather unusual name. We'd like to change the instance name to something more meaningful as we're being asked to offer the service to other University departments for them to track their own cases. Am I right in thinking that the section covering 3.6.x on the Wiki page: http://wiki.bestpractical.com/view/RenameInstance ...is still correct? As I understand it, all (!) we have to do is use the EmailSubjectTagRegex option to contain both the old and new names per: Set($rtname, 'new.name'); Set($EmailSubjectTagRegex, qr/(?:old\.name|new\.name)/i); and then restart Apache to restart the instance with the new name? We'd obviously have a little additional work to reconfigure Exim to handle the new name if necessary, but that's not in the scope of this specific change. Is anything required in the database too, like replacing all the "data" fields in the transactions table to reflect the new name, and changing all the subject fields in the attachments table likewise? Or with the regex above would that simply be cosmetic? Thanks Graeme From jmoseley at corp.xanadoo.com Thu Jun 19 11:00:49 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Thu, 19 Jun 2008 10:00:49 -0500 Subject: [rt-users] Rename RT Instance In-Reply-To: <1213866492.11523.18.camel@ernie.internal.graemef.net> Message-ID: Changing: Set($rtname, 'new.name'); Set($EmailSubjectTagRegex, qr/(?:old\.name|new\.name)/i); Should be all you have to do. James Moseley Graeme Fowler To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Rename RT Instance 06/19/2008 04:08 AM I've had a read of the list archives, and a read of the Wiki, and just wanted to check something before I suggest something as possible that my team will hang me for :) We have an operational instance of RT 3.6.5 with a rather unusual name. We'd like to change the instance name to something more meaningful as we're being asked to offer the service to other University departments for them to track their own cases. Am I right in thinking that the section covering 3.6.x on the Wiki page: http://wiki.bestpractical.com/view/RenameInstance ...is still correct? As I understand it, all (!) we have to do is use the EmailSubjectTagRegex option to contain both the old and new names per: Set($rtname, 'new.name'); Set($EmailSubjectTagRegex, qr/(?:old\.name|new\.name)/i); and then restart Apache to restart the instance with the new name? We'd obviously have a little additional work to reconfigure Exim to handle the new name if necessary, but that's not in the scope of this specific change. Is anything required in the database too, like replacing all the "data" fields in the transactions table to reflect the new name, and changing all the subject fields in the attachments table likewise? Or with the regex above would that simply be cosmetic? Thanks 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 rj.walsh at gmail.com Thu Jun 19 11:35:21 2008 From: rj.walsh at gmail.com (Ryan Walsh) Date: Thu, 19 Jun 2008 11:35:21 -0400 Subject: [rt-users] Problem with emails on Replies Message-ID: <1bbd9a320806190835y1cd5d873ma3b2d138543955b0@mail.gmail.com> My RT is installed and works except that when someone replies to a ticket or updates the status and it is to supposed to email the requester as well as other people in the group watching the queue. However, it is not sending any of those emails. It also does not send to anyone I manually put in the CC/BCC fields. But, it will send emails to me indicating someone has submitted a new ticket. It doesn't come back with any errors messages... here is the actually email it says it sends out.... I am using RT 3.6 on Ubuntu, MySQL, and fetchmail .. thanks for any help! Subject: [Chemical Engineering Customer Helpdesk #9] WORK From: "Ryan Walsh via RT" Reply-To: rt at XXXX In-Reply-To: <406707.21758.qm at web57507.mail.re1.yahoo.com> References: <406707.21758.qm at web57507.mail.re1.yahoo.com> Message-ID: Precedence: bulk X-RT-Loop-Prevention: Chemical Engineering Customer Helpdesk RT-Ticket: Chemical Engineering Customer Helpdesk #9 Managed-by: RT 3.6.5 (http://www.bestpractical.com/rt/) RT-Originator: rj.walsh at gmail.com Bcc: user1 at XXXXX, user2 at XXXX MIME-Version: 1.0 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: utf-8 Date: Thu, 19 Jun 2008 11:21:56 -0400 X-RT-Original-Encoding: utf-8 WORK -- Ryan Walsh From boeheim at slac.stanford.edu Thu Jun 19 23:32:19 2008 From: boeheim at slac.stanford.edu (Chuck Boeheim) Date: Thu, 19 Jun 2008 20:32:19 -0700 Subject: [rt-users] Tickets for multiple groups In-Reply-To: <48596F3F.7070104@lbl.gov> References: <4857DFBC.8070705@slac.stanford.edu> <48596F3F.7070104@lbl.gov> Message-ID: <11BC943D-A726-4FF3-9E33-FE137D74BB09@slac.stanford.edu> Thanks for the response, Kenn, but I don't think that describes this particular problem. I'm concerned with the case where you might like to have a ticket show up in two queues, and updates be seen by the union of the watchers of those two queues. For instance, we have queues for the windows team, the unix team, and the security team. Most problems are within one problem domain, but some tickets are unix security problems, or unix-windows interoperability, er, opportunities. Each team looks at the list of open tickets in their own queue, but it would be nice if some tickets could show up in two queues. -Chuck On Jun 18, 2008, at 1:25 PM, Kenneth Crocker wrote: > Chuck, > > > We have over 100 technical support queues. Many of them part of the > same overall support group, but a different software application. We > offer to the users of each application the email address for only > the queue they would send a request to for 'that' application. Some > "groups" have a central queue where requests for several software > applications go and there they are evaluated, approved, prioritized > before being moved to the specific queue that supports that specific > software. We control all that by using very few global privileges > (just those that we want to apply to roles, like requestors, > regardless of queue) putting most of the restrictions on the queue > level and we allow NO privileges to individual users (except 2 > superusers, who act as System Admins). All users are in specific > groups and those groups are limited in access to queues by the > privileges at that queue level. Hope this helps. > > > Kenn > LBNL > > On 6/17/2008 9:01 AM, Chuck Boeheim wrote: >> Hi Folks, >> We've been using RT for some years, but now with a decision to >> ditch Remedy and move all groups to RT, we're getting quite a few >> new queues. This has caused the situation to arise where some >> tickets fall into the cracks between groups. A user might send >> email to the addresses for the Unix team and the Security team, >> because it's a unix security issue, for instance. Because there's >> only one underlying email address and a procmail script that >> picks a queue for it to go into based on email address, one of >> those addresses 'wins'. The falling-into-cracks happens when >> staff sees both addresses on the ticket but don't realize the >> other team hasn't seen it and don't realize they have an action >> item. >> How do other organizations handle this? The case where it's >> in the wrong queue is easy: just transfer the ticket to the >> right queue and the scrip notifies the new watchers. When >> it really is something that both sets of watchers should watch, >> then it gets tricky. We've thought of: >> 1) Have the procmail script create duplicate tickets in each >> queue. All watchers get notified, but don't see correspondence >> in the other queue. Putting 'related' links in the tickets only >> helps a small amount. >> 2) Put the ticket in one main queue and a child ticket in the other >> queue to notify watchers there is something to watch. Then there's >> a placeholder and a click-through link to the real ticket. There's >> no notification of updates to the watchers of the other queue, >> though. >> 3) Put in enough handshaking between the procmail script and an on- >> create scrip to add the watchers of the second queue to the >> ticket. All the right people get notified then, but someone who is >> working from the web UI don't see it in the second queue. (Our >> "dispatch" people tend to work from the web UI, while solvers not >> on duty tend to rely on watcher email.) >> 4) Go to a single queue, add a multi-valued custom field 'area' >> that contains the former queue names, can be used for searching and >> subsetting, and with some programming can maintain the right set of >> watchers on each ticket. This is a fair bit of programming to re- >> invent queue functionality. >> None of these is ideal, though 3 perhaps comes closest. Has anyone >> thought of a more inventive approach for supporting multiple teams >> who generally have separate work queues but must sometimes >> collaborate on solving tickets? >> Best, >> -Chuck Boeheim >> Stanford Linear Accelerator Center >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2462 bytes Desc: not available URL: From christian.forjahn at collax.com Fri Jun 20 12:00:34 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Fri, 20 Jun 2008 18:00:34 +0200 Subject: [rt-users] rtimport.pl => No RT user found. Message-ID: <485BD422.6040908@collax.com> Hi. I just installed a rt 3.6.6 on our server. As there are several groups stored in a local LDAP server and all group permissions are managed in LDAP I want to import these groups into the mysql database. When I execute the script I receive an error message telling me there is no RT User: root at collax:~# /usr/lib/rt3/sbin/rtimportldap.pl --groupmap rt3 No RT user found. Please consult your RT administrator. As I did not add any user to the database yet there is no user. What do I have to do? Best Chris From kfreels at sendmail.com Fri Jun 20 11:57:55 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Fri, 20 Jun 2008 08:57:55 -0700 Subject: [rt-users] Config questions: resize widgets, "no value", widget descriptions, page layout Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B163FFB@platypus> Greetings!! We are implementing RT (v. 3.6.5 on FC8), but there are some requests the users are making about configuration. I've found some stuff on rt3.fsck.com, and (unfortunately) not a lot on the RT Wiki. So, here are my questions: 1) How do I resize widgets/objects? I need to make things like textboxes and wikitext boxes much bigger (height & width), and URL boxes wider. I've seen a few files under html/Elements along EditCustom*, but no real hard numbers to change. 2) Can the displayed description(s) on the page near the widgets be removed (example: "Enter one value") , and where is that file? I did a grep -r in html for a sample of one with no results. 3) Can the value of "-" be completely removed from combo boxes? I'd like to set only the values I've added to be listed, and then set the top entry as the default. 4) How do you adjust the page layout beyond the simple up/down stuff in the TicketCustomField menu? I'd like to re-arrange the placement to make the workflow a bit more intuitive. As always, I am thankful for any help or pointers. ....k -=-=-=- Kevin Freels Director of Information Technology Sendmail, Inc. kfreels at sendmail.com 510/594.5572 From KFCrocker at lbl.gov Fri Jun 20 13:23:23 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 20 Jun 2008 10:23:23 -0700 Subject: [rt-users] Perl help in setting Due Date Message-ID: <485BE78B.5050702@lbl.gov> To all, I've been struggling for a couple days now trying to figure out what is wrong with my code. I have a CF defined as "Need-By Date" where my user puts in the date (mm/dd/yyyy) they want as a due date. I move it around and then try to put it into TR's Due date. The code looks like this: # set new values for Due Date from CF Need-by-Date my $ticket = $self->TicketObj; my $cf_field = $ticket->FirstCustomFieldValue('Need-By Date'); my $cf_month = substr($cf_field, 0, 2); my $cf_day = substr($cf_field, 3, 2); my $cf_year = substr($cf_field, 6, 4); # move data around for date format. my $new_date = {$cf_year."-".$cf_month."-".$cf_day}; # set new value for Ticket Due Date $ticket->SetDue($new_date); my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Problem Description"; my $cf_value = $new_date; return 1; I also tried using $ticket->SetDue($new_date->ISO); which didn't work. Then I thought that since we are on ORACLE I might need to put the data in the format we use as default format for dates. SO I did this: # set new values for Due Date from CF Need-by-Date my $ticket = $self->TicketObj; my $cf_field = $ticket->FirstCustomFieldValue('Need-By Date'); my $cf_month = substr($cf_field, 0, 2); my $cf_day = substr($cf_field, 3, 2); my $cf_year = substr($cf_field, 6, 4); my $due_month = 'Und'; # determine month for ORACLE date format. if ($cf_month eq '01') {$due_month = 'Jan';} elsif ($cf_month eq '02') {$due_month = 'Feb';} elsif ($cf_month eq '03') {$due_month = 'Mar';} elsif ($cf_month eq '04') {$due_month = 'Apr';} elsif ($cf_month eq '05') {$due_month = 'May';} elsif ($cf_month eq '06') {$due_month = 'Jun';} elsif ($cf_month eq '07') {$due_month = 'Jul';} elsif ($cf_month eq '08') {$due_month = 'Aug';} elsif ($cf_month eq '09') {$due_month = 'Sep';} elsif ($cf_month eq '10') {$due_month = 'Oct';} elsif ($cf_month eq '11') {$due_month = 'Nov';} elsif ($cf_month eq '12') {$due_month = 'Dec';} # move data around for ORACLE date format. my $new_date = {$cf_day."-".$due_month."-".$cf_year}; # set new value for Ticket Due Date $ticket->SetDue($new_date); return 1; It seems no matter how many variations I use to set the format, it doesn't work. I'm no great perl guy, but I thought this wouldn't be so hard. I'm obviously missing something that is intrinsic to either RT or perl that I'm unaware of due to little experience. Can anyone help me here? Thanks. Kenn LBNL From slackamp at gmail.com Fri Jun 20 14:18:44 2008 From: slackamp at gmail.com (slamp slamp) Date: Fri, 20 Jun 2008 14:18:44 -0400 Subject: [rt-users] key used to sign rt releases Message-ID: <78926d250806201118ha993cc6v568fa546521cb3c7@mail.gmail.com> where can i get the key used to sign the releases? i couldn't locate anything on the site. From jesse at bestpractical.com Fri Jun 20 15:49:45 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 20 Jun 2008 15:49:45 -0400 Subject: [rt-users] key used to sign rt releases In-Reply-To: <78926d250806201118ha993cc6v568fa546521cb3c7@mail.gmail.com> References: <78926d250806201118ha993cc6v568fa546521cb3c7@mail.gmail.com> Message-ID: <0B1D27CF-2999-4AF5-81FF-E1B04D28A112@bestpractical.com> On Jun 20, 2008, at 2:18 PM, slamp slamp wrote: > where can i get the key used to sign the releases? i couldn't locate > anything on the site. It's my PGP key and it's available on the standard set of keyservers. (I know it's on the MIT servers, for example) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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: PGP.sig Type: application/pgp-signature Size: 194 bytes Desc: This is a digitally signed message part URL: From KFCrocker at lbl.gov Fri Jun 20 19:33:07 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 20 Jun 2008 16:33:07 -0700 Subject: [rt-users] Modify Create Ticket display Message-ID: <485C3E33.9020704@lbl.gov> To all, When my users go into the "new Ticket" screen to create a ticket, the custom fields that are available are scattered all over the place. I'd like to arrange them, somehow. I've gone to Configuration->Queues->Ticket Custom Fields and re-arranged the order of how they are to be displayed, but that just moves them up and down and THAT doesn't always work. How can I keep RT from squeezing them into the screen on the left or right of another field as well as get them in the right top-down order? Thanks in advance. Kenn LBNL From sturner at MIT.EDU Sun Jun 22 19:03:41 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Sun, 22 Jun 2008 19:03:41 -0400 Subject: [rt-users] Strange Search Results on RT 3.6.5 Message-ID: <6.2.3.4.2.20080622185852.03a43ef0@po14.mit.edu> We've just upgraded from 3.4.2 to 3.6.5 and I'm seeing a strange problem with Search results, but only for certain users. When these users see search results, the Id and subject columns show the values "__id__" and "__Subject__" respectively for all rows in the results. The links under these fields are https://our-rt/Ticket/CONTENT.html?id=__id__ I'm stumped by this at the moment - does anyone have any ideas? Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IS&T) From christian.forjahn at collax.com Mon Jun 23 04:57:20 2008 From: christian.forjahn at collax.com (Christian Forjahn) Date: Mon, 23 Jun 2008 10:57:20 +0200 Subject: [rt-users] rtimport.pl => No RT user found. In-Reply-To: <485BD422.6040908@collax.com> References: <485BD422.6040908@collax.com> Message-ID: <485F6570.9060701@collax.com> No one any idea? Best Chris Christian Forjahn wrote: > Hi. > > I just installed a rt 3.6.6 on our server. As there are several groups > stored in a local LDAP server and all group permissions are managed in > LDAP I want to import these groups into the mysql database. When I > execute the script I receive an error message telling me there is no RT > User: > > root at collax:~# /usr/lib/rt3/sbin/rtimportldap.pl --groupmap rt3 > No RT user found. Please consult your RT administrator. > > As I did not add any user to the database yet there is no user. What do > I have to do? > > 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 roger at computer-surgery.co.uk Mon Jun 23 06:11:50 2008 From: roger at computer-surgery.co.uk (Roger Gammans) Date: Mon, 23 Jun 2008 11:11:50 +0100 Subject: [rt-users] Dependencies, Status and visibility. Message-ID: <20080623101149.GB7189@computer-surgery.co.uk> Hi I want to make it easy to pick out the tickets which are in workable on more easily as many of our tickets are stalled waiting other tickets, among other things (such as more correspondence, or an customer appointment). In some cases this is captured by making a ticket is dependent on a different ticket. Has any written any scrips which auto-stall tickets which have resovled dependencies and the unstall when all the deps are resovled. Or does someone have a better way of achiveing this? TTFN -- Roger. Home| http://www.sandman.uklinux.net/ Master of Peng Shui. (Ancient oriental art of Penguin Arranging) Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/ New key Fpr: 72AF 0ACC 9A53 E59F B1B6 DC14 1983 A13E 5C3D 3CEB -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From justin.hayes at orbisuk.com Mon Jun 23 07:26:48 2008 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Mon, 23 Jun 2008 12:26:48 +0100 Subject: [rt-users] FireFox3 Font Size Issue Message-ID: Since Firefox3 came out the fontsze on our RT install (based on 3.6.3) is changing seemingly at random. I'll refresh the homepage and the fontsize will be fine, then I'll refresh again and all the text in the various At A Glance panels will be much bigger. The same is happening to the ticket history. Anyone else experiencing something similar? I've tried googling but not found anything that seems related, and I've had a look at the CSS and nothing obvious is jumping out at me. Cheers, Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com From ruz at bestpractical.com Mon Jun 23 08:07:29 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 23 Jun 2008 16:07:29 +0400 Subject: [rt-users] Dependencies, Status and visibility. In-Reply-To: <20080623101149.GB7189@computer-surgery.co.uk> References: <20080623101149.GB7189@computer-surgery.co.uk> Message-ID: <589c94400806230507i7d0564dfhd5b84b0b38c136a5@mail.gmail.com> There are two scrips I know about on the wiki which can help start with your automation: http://wiki.bestpractical.com/view/OpenDependantsOnResolve http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve Actually there are more variants described. You can choose to open ticket or add comment, the latter is more interesting usually. Use comments and you know what happens actually. When ticket is just opened you don't know why may be it was just a reply from the requestors that auto-opened tickets. Also, this two scrips have different strategies. One fires action when any ticket is inactive, another checks all tickets. On Mon, Jun 23, 2008 at 2:11 PM, Roger Gammans wrote: > Hi > > I want to make it easy to pick out the tickets which are in > workable on more easily as many of our tickets are stalled > waiting other tickets, among other things (such as more > correspondence, or an customer appointment). > > In some cases this is captured by making a ticket is dependent > on a different ticket. Has any written any scrips which > auto-stall tickets which have resovled dependencies and > the unstall when all the deps are resovled. > > Or does someone have a better way of achiveing this? > > TTFN > -- > Roger. Home| http://www.sandman.uklinux.net/ > Master of Peng Shui. (Ancient oriental art of Penguin Arranging) > Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/ > New key Fpr: 72AF 0ACC 9A53 E59F B1B6 DC14 1983 A13E 5C3D 3CEB > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (GNU/Linux) > > iD8DBQFIX3blGYOhPlw9POsRAm33AKCSoLmZBoda3r2vOoijdrXaKXXCwwCfcPx3 > aIqipSWq7tAk6KlCYNCKZS4= > =qfea > -----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 > -- Best regards, Ruslan. From roger at computer-surgery.co.uk Mon Jun 23 08:23:39 2008 From: roger at computer-surgery.co.uk (Roger Gammans) Date: Mon, 23 Jun 2008 13:23:39 +0100 Subject: [rt-users] Dependencies, Status and visibility. In-Reply-To: <589c94400806230507i7d0564dfhd5b84b0b38c136a5@mail.gmail.com> References: <20080623101149.GB7189@computer-surgery.co.uk> <589c94400806230507i7d0564dfhd5b84b0b38c136a5@mail.gmail.com> Message-ID: <20080623122339.GC7189@computer-surgery.co.uk> On Mon, Jun 23, 2008 at 04:07:29PM +0400, Ruslan Zakirov wrote: > There are two scrips I know about on the wiki which can help start > with your automation: > http://wiki.bestpractical.com/view/OpenDependantsOnResolve > http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve Excellent. That look like a perfect place to start from. Cheers, -- Roger. Home| http://www.sandman.uklinux.net/ Master of Peng Shui. (Ancient oriental art of Penguin Arranging) Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/ New key Fpr: 72AF 0ACC 9A53 E59F B1B6 DC14 1983 A13E 5C3D 3CEB -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From andrew.fay at hotmail.co.uk Mon Jun 23 08:26:12 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Mon, 23 Jun 2008 12:26:12 +0000 Subject: [rt-users] Ticket Closed Message-ID: Hello, Is there a way i can add an option into RT to Close a ticket.. I do not want it to send a message or anything.. just to close it. for example sometimes we have tickets that sit for ages and instead of deleting them i want to close them. Also can I add in an option to resolve the ticket without sending out the this ticket has been resolved email? thanks Andy _________________________________________________________________ http://clk.atdmt.com/UKM/go/msnnkmgl0010000002ukm/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at netspot.com.au Mon Jun 23 08:43:02 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Mon, 23 Jun 2008 22:13:02 +0930 Subject: [rt-users] Dependencies, Status and visibility. In-Reply-To: <20080623101149.GB7189@computer-surgery.co.uk> References: <20080623101149.GB7189@computer-surgery.co.uk> Message-ID: <2374B385-A2A5-43D6-93A0-4168B2684C64@netspot.com.au> On 23/06/2008, at 7:41 PM, Roger Gammans wrote: > Hi > > I want to make it easy to pick out the tickets which are in > workable on more easily as many of our tickets are stalled > waiting other tickets, among other things (such as more > correspondence, or an customer appointment). > > In some cases this is captured by making a ticket is dependent > on a different ticket. Has any written any scrips which > auto-stall tickets which have resovled dependencies and > the unstall when all the deps are resovled. > > Or does someone have a better way of achiveing this? > > TTFN When a ticket is awaiting a reply or has no further action from us, we set it to stalled. If such a ticket is waiting on another ticket, we add the appropriate dependency. We have a scrip that activates when a ticket is resolved that opens any of its stalled dependencies and we use rt-crontool to automatically open any stalled tickets which haven't been updated for 1 week. This helps us to follow up on tickets which were stalled waiting customers to get back to us. There's other simple things like using a custom searches to exclude tickets other than 'new' or 'open' so we get to focus only on tickets that are actionable, and having custom colours highlight tickets with different statuses so we can easily pick out the 'new' tickets. Hope this helps. ps. The only thing we haven't solved so far is that our rt-crontool search excludes tickets with dependencies, because we don't want to re- open or follow up on tickets that are still waiting on other tickets. This works well, except that TicketSQL doesn't seem to be able to distinguish between resolved and unresolved dependencies, so stalled tickets with resolved dependencies get missed and unactioned! I figure I'll have to write a custom RT::Search module to fix this. From slackamp at gmail.com Mon Jun 23 09:50:28 2008 From: slackamp at gmail.com (slamp slamp) Date: Mon, 23 Jun 2008 09:50:28 -0400 Subject: [rt-users] how to add ability to escalate to another queue Message-ID: <78926d250806230650k1ce44d7fvf3f1d37f9fde9c22@mail.gmail.com> Has anyone done this? We have this requirement in our workflow. From paul_oleary at breconridge.com Mon Jun 23 10:53:02 2008 From: paul_oleary at breconridge.com (Paul O'Leary) Date: Mon, 23 Jun 2008 10:53:02 -0400 Subject: [rt-users] Root user not priviliged Message-ID: <1214232783.16269.0.camel@kblt0005.breconridge.com> I have re-initialized my RT 363 database with the rt-setup-database script, and after initial login with root, I cannot switch to the advanced view. Is this an indication that I am not a privileged user. I do not see where in the DB tables, it stores the privs? Can someone point me to that location? I need to migrate my existing RT system from oracle XE to oracle standard, but a full rt_user exp/imp does not seem to work properly. Is there a migration procedure anywhere, a checklist on what is needed to perform an export/import from one system to another? Cheers Paul "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." From alexmv at bestpractical.com Mon Jun 23 11:17:18 2008 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 23 Jun 2008 11:17:18 -0400 Subject: [rt-users] Security vulnerability in RT 3.0 and up Message-ID: <1214234238.16502.5.camel@localhost> All versions of RT from 3.0.0 to 3.6.6 (including some, but not all RT 3.7 development releases) are vulnerable to a potential remote denial of service attack which could exhaust virtual memory or consume all available CPU resources. After a detailed analysis, we believe that an attacker would need to be a 'Privileged' RT user in order to perform an attack. We recommend that you install version 1.19 or newer of the Perl module Devel::StackTrace from CPAN, which will close the vulnerability. Two methods for doing this are: * Using the CPAN shell - as root, run the following: # cpan Devel::StackTrace * Download and install the package by hand - as root, run the following: # wget http://www.cpan.org/authors/id/D/DR/DROLSKY/Devel-StackTrace-1.1901.tar.gz # tar xvzf Devel-StackTrace-1.1901.tar.gz # cd Devel-StackTrace-1.1901 # perl Makefile.PL # make # make test # make install Installing this newer version of the module is a complete fix, and will close the vulnerability. However, we suggest that you upgrade to RT 3.6.7, released last Monday, which provides additional safeguards against this type of attack. We wish to thank Rune Hammersland for bringing this issue to our attention in a diligent and professional manner, and to Dave Rolsky for working with us to resolve the issue in the libraries that RT uses. If you need help resolving this issue locally, we will provide significantly discounted pricing for single-incident support. Please contact us at sales at bestpractical.com for more information. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part URL: From alexmv at bestpractical.com Mon Jun 23 11:17:18 2008 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 23 Jun 2008 11:17:18 -0400 Subject: [rt-users] [Rt-announce] Security vulnerability in RT 3.0 and up Message-ID: <1214234238.16502.5.camel@localhost> All versions of RT from 3.0.0 to 3.6.6 (including some, but not all RT 3.7 development releases) are vulnerable to a potential remote denial of service attack which could exhaust virtual memory or consume all available CPU resources. After a detailed analysis, we believe that an attacker would need to be a 'Privileged' RT user in order to perform an attack. We recommend that you install version 1.19 or newer of the Perl module Devel::StackTrace from CPAN, which will close the vulnerability. Two methods for doing this are: * Using the CPAN shell - as root, run the following: # cpan Devel::StackTrace * Download and install the package by hand - as root, run the following: # wget http://www.cpan.org/authors/id/D/DR/DROLSKY/Devel-StackTrace-1.1901.tar.gz # tar xvzf Devel-StackTrace-1.1901.tar.gz # cd Devel-StackTrace-1.1901 # perl Makefile.PL # make # make test # make install Installing this newer version of the module is a complete fix, and will close the vulnerability. However, we suggest that you upgrade to RT 3.6.7, released last Monday, which provides additional safeguards against this type of attack. We wish to thank Rune Hammersland for bringing this issue to our attention in a diligent and professional manner, and to Dave Rolsky for working with us to resolve the issue in the libraries that RT uses. If you need help resolving this issue locally, we will provide significantly discounted pricing for single-incident support. Please contact us at sales at bestpractical.com for more information. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From cmsilva at mobicomp.com Mon Jun 23 12:46:51 2008 From: cmsilva at mobicomp.com (Carlos Silva) Date: Mon, 23 Jun 2008 17:46:51 +0100 Subject: [rt-users] Scrip Memory Leak Message-ID: <000301c8d550$bedcf1f0$3c96d5d0$@com> Hi all, I'm having some problems with memory leaks in my httpd processes running RT, and I suspect that this might be related with some scrips I have done. I don't know how or even if perl or RT free used memory from scrips. Anyone got any ideas on how to solve this issue ? Thanks. Regards, Carlos Silva -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Jun 23 13:21:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 23 Jun 2008 10:21:13 -0700 Subject: [rt-users] how to add ability to escalate to another queue In-Reply-To: <78926d250806230650k1ce44d7fvf3f1d37f9fde9c22@mail.gmail.com> References: <78926d250806230650k1ce44d7fvf3f1d37f9fde9c22@mail.gmail.com> Message-ID: <485FDB89.2060109@lbl.gov> Slamp, We have a workflow process that does this based on an added 'Ticket Status' value. We added "pending rv" and "rq approvd" as active statuses. When a ticket has passed review from the Queue we use for approvals, the ticket owner clicks the "Approve" option (we added it to the Tabs when in a ticket page), the Ticket Status is change to "rq approved" and another scrip (just for that 'Request Approvals' queue) is activated and it moves the ticket to the appropriate 'Support Queue' (determined by a CF that indicates which organization sent the ticket) and automatically changes the ticket owner to 'Nobody' and notifies the queue Admin of the new queue that they got a new ticket. Would that be something like what you are talking about? Kenn LBNL On 6/23/2008 6:50 AM, slamp slamp wrote: > Has anyone done this? We have this requirement in our workflow. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jun 23 16:15:25 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 23 Jun 2008 13:15:25 -0700 Subject: [rt-users] RT Create Ticket display screen Message-ID: <4860045D.5060907@lbl.gov> To all users, Does anyone know how to move the "Describe the issue below" box just below the "Subject Box? I'm getting a bunch of Custom Fields inserted in-between and I would like THEM to be last, on the bottom of the page. Help? Thanks, in advance. Kenn LBNL From ruz at bestpractical.com Mon Jun 23 16:53:39 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 24 Jun 2008 00:53:39 +0400 Subject: [rt-users] Dependencies, Status and visibility. In-Reply-To: <2374B385-A2A5-43D6-93A0-4168B2684C64@netspot.com.au> References: <20080623101149.GB7189@computer-surgery.co.uk> <2374B385-A2A5-43D6-93A0-4168B2684C64@netspot.com.au> Message-ID: <589c94400806231353x596fabx289694f113172e0d@mail.gmail.com> On Mon, Jun 23, 2008 at 4:43 PM, Tom Lanyon wrote: > On 23/06/2008, at 7:41 PM, Roger Gammans wrote: [snip] > > ps. The only thing we haven't solved so far is that our rt-crontool > search excludes tickets with dependencies, because we don't want to re- > open or follow up on tickets that are still waiting on other tickets. > This works well, except that TicketSQL doesn't seem to be able to > distinguish between resolved and unresolved dependencies, so stalled > tickets with resolved dependencies get missed and unactioned! I figure > I'll have to write a custom RT::Search module to fix this. that's right, either new search or new additions to TicketSQL. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Mon Jun 23 17:51:47 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Mon, 23 Jun 2008 14:51:47 -0700 Subject: [rt-users] FW: RT Create Ticket display screen Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B1640FA@platypus> Kenn, DISCLAIMERS: RT 3.6.5 with FC8 I just did this, this is how I did it. I'm sure there is a better way, and I welcome a more elegant fix from the RT gurus out there. However, here it is. I edited {server_root}/html/Ticket/Create.html, and moved the code located on or about line 152 with beginning of the table record (ignore the lines with the *'s): *** START of CODE *** <&|/l&>Describe the issue below:
% if (exists $ARGS{Content}) { <& /Elements/MessageBox, Default => $ARGS{Content}, IncludeSignature => 0 &> % } else { <& /Elements/MessageBox, QuoteTransaction => $QuoteTransaction &> %}
*** END of CODE *** to just below the tag (on or about line 115). You'll know this is the area, the whole "Subject" stuff is here just above it. My previous life as a SissyMin says to back up the original file in case it doesn't work, but it did for me. Restart httpd, and the "Describe..." section will now be right below the Subject line. Now, if I could only do manipulation of the Object descriptions as easily.... :-) ....k -=-=-=- > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth > Crocker > Sent: Monday, June 23, 2008 1:15 PM > To: rt Users > Subject: [rt-users] RT Create Ticket display screen > > To all users, > > > Does anyone know how to move the "Describe the issue below" box just > below the "Subject Box? I'm getting a bunch of Custom Fields inserted > in-between and I would like THEM to be last, on the bottom of the > page. > Help? Thanks, in advance. > > > 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 Mon Jun 23 18:50:10 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 23 Jun 2008 15:50:10 -0700 Subject: [rt-users] FW: RT Create Ticket display screen In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B1640FA@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B1640FA@platypus> Message-ID: <486028A2.4020709@lbl.gov> Kevin, I'm definitely gonna give this a try. I assume I can create a copy in my "local" directory and make the changes there. I'll let you know how it works. Too bad there isn't a way to prioritized the CF's displayed as well. But THANKS! Kenn LBNL On 6/23/2008 2:51 PM, Kevin Freels wrote: > Kenn, > > DISCLAIMERS: RT 3.6.5 with FC8 > > I just did this, this is how I did it. I'm sure there is a better way, > and I welcome a more elegant fix from the RT gurus out there. However, > here it is. > > I edited {server_root}/html/Ticket/Create.html, and moved the code > located on or about line 152 with beginning of the table record > (ignore the lines with the *'s): > > *** START of CODE *** > > > <&|/l&>Describe the issue below:
% if (exists $ARGS{Content}) > { <& /Elements/MessageBox, Default => $ARGS{Content}, IncludeSignature > => 0 &> % } else { <& /Elements/MessageBox, QuoteTransaction => > $QuoteTransaction &> %} > >
> > > *** END of CODE *** > > > to just below the tag (on or about line 115). You'll know this is > the area, the whole "Subject" stuff is here just above it. My previous > life as a SissyMin says to back up the original file in case it doesn't > work, but it did for me. > > Restart httpd, and the "Describe..." section will now be right below the > Subject line. > > Now, if I could only do manipulation of the Object descriptions as > easily.... :-) > > ....k > -=-=-=- > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth > >> Crocker >> Sent: Monday, June 23, 2008 1:15 PM >> To: rt Users >> Subject: [rt-users] RT Create Ticket display screen >> >> To all users, >> >> >> Does anyone know how to move the "Describe the issue below" box > just >> below the "Subject Box? I'm getting a bunch of Custom Fields inserted >> in-between and I would like THEM to be last, on the bottom of the >> page. >> Help? Thanks, in advance. >> >> >> 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 >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From tom at netspot.com.au Mon Jun 23 18:59:06 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Tue, 24 Jun 2008 08:29:06 +0930 Subject: [rt-users] how to add ability to escalate to another queue In-Reply-To: <78926d250806230650k1ce44d7fvf3f1d37f9fde9c22@mail.gmail.com> References: <78926d250806230650k1ce44d7fvf3f1d37f9fde9c22@mail.gmail.com> Message-ID: <22B3BB50-5BC4-405F-9524-E53D6FC03503@netspot.com.au> On 23/06/2008, at 11:20 PM, slamp slamp wrote: > Has anyone done this? We have this requirement in our workflow. I'm just about to implement this on our dev environment. We are planning on adding a button marked 'Escalate' which will create a *new* ticket in the next Queue and add it as a dependency of the original ticket. There has been endless debate internally over whether the ticket should be moved or a new linked ticket created. From kfreels at sendmail.com Mon Jun 23 19:09:31 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Mon, 23 Jun 2008 16:09:31 -0700 Subject: [rt-users] RT Create Ticket display screen In-Reply-To: <486028A2.4020709@lbl.gov> References: <556AE10AFFB7484B833AF9BE7BF9FD3B1640FA@platypus> <486028A2.4020709@lbl.gov> Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B16410A@platypus> Kenn, No worries. I kept everything in that directory, but just made a copy of the file and tagged it with .ORIG for backup. I also would like to be able to "re-arrange" the CF's. I was able to at least find out how to increase the size of the text and wiki text CF's; I can forward that to you if you're interested. >From what I was able to determine in the Create.html, all the CF's are created on the fly but are inside a single HTML table, so it's not possible to break them apart. I'd likr to put my CF's for things for some Combos for "Severity" and "Issue Type" on top (under Subject but over "Issue Description"), and move my other CF's underneath "Issue Description". The workflow for that page would make much more sense (see my previous message on that). Anyone? Anyone? Bueller? ....k -=-=-=- > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Monday, June 23, 2008 3:50 PM > To: Kevin Freels > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] FW: RT Create Ticket display screen > > Kevin, > > > I'm definitely gonna give this a try. I assume I can > create a copy in my "local" directory and make the changes > there. I'll let you know how it works. Too bad there isn't a > way to prioritized the CF's displayed as well. But THANKS! > > > Kenn > LBNL > > On 6/23/2008 2:51 PM, Kevin Freels wrote: > > Kenn, > > > > DISCLAIMERS: RT 3.6.5 with FC8 > > > > I just did this, this is how I did it. I'm sure there is a > better way, > > and I welcome a more elegant fix from the RT gurus out > there. However, > > here it is. > > > > I edited {server_root}/html/Ticket/Create.html, and moved the code > > located on or about line 152 with beginning of the table > record > > (ignore the lines with the *'s): > > > > *** START of CODE *** > > > > > > <&|/l&>Describe the issue below:
% if (exists > > $ARGS{Content}) { <& /Elements/MessageBox, Default => > $ARGS{Content}, > > IncludeSignature => 0 &> % } else { <& /Elements/MessageBox, > > QuoteTransaction => $QuoteTransaction &> %} > > > >
> > > > > > *** END of CODE *** > > > > > > to just below the tag (on or about line 115). You'll > know this > > is the area, the whole "Subject" stuff is here just above it. My > > previous life as a SissyMin says to back up the original > file in case > > it doesn't work, but it did for me. > > > > Restart httpd, and the "Describe..." section will now be > right below > > the Subject line. > > > > Now, if I could only do manipulation of the Object descriptions as > > easily.... :-) > > > > ....k > > -=-=-=- > > > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com > >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > >> Kenneth > > > >> Crocker > >> Sent: Monday, June 23, 2008 1:15 PM > >> To: rt Users > >> Subject: [rt-users] RT Create Ticket display screen > >> > >> To all users, > >> > >> > >> Does anyone know how to move the "Describe the issue below" box > > just > >> below the "Subject Box? I'm getting a bunch of Custom > Fields inserted > >> in-between and I would like THEM to be last, on the bottom of the > >> page. > >> Help? Thanks, in advance. > >> > >> > >> 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 > >> > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales 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 Jun 23 19:14:10 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 23 Jun 2008 16:14:10 -0700 Subject: [rt-users] RT Create Ticket display screen In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B16410A@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B1640FA@platypus> <486028A2.4020709@lbl.gov> <556AE10AFFB7484B833AF9BE7BF9FD3B16410A@platypus> Message-ID: <48602E42.5050102@lbl.gov> Kevin, THANKS! It worked. I already modified my CF box sizes. Maybe the ability to customize different pages is in 3.8. Anyway, thanks again for your help. Kenn LBNL On 6/23/2008 4:09 PM, Kevin Freels wrote: > Kenn, > > No worries. I kept everything in that directory, but just made a copy of > the file and tagged it with .ORIG for backup. > > I also would like to be able to "re-arrange" the CF's. I was able to at > least find out how to increase the size of the text and wiki text CF's; > I can forward that to you if you're interested. > >>From what I was able to determine in the Create.html, all the CF's are > created on the fly but are inside a single HTML table, so it's not > possible to break them apart. I'd likr to put my CF's for things for > some Combos for "Severity" and "Issue Type" on top (under Subject but > over "Issue Description"), and move my other CF's underneath "Issue > Description". The workflow for that page would make much more sense (see > my previous message on that). > > Anyone? Anyone? Bueller? > > ....k > -=-=-=- > >> -----Original Message----- >> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] >> Sent: Monday, June 23, 2008 3:50 PM >> To: Kevin Freels >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] FW: RT Create Ticket display screen >> >> Kevin, >> >> >> I'm definitely gonna give this a try. I assume I can >> create a copy in my "local" directory and make the changes >> there. I'll let you know how it works. Too bad there isn't a >> way to prioritized the CF's displayed as well. But THANKS! >> >> >> Kenn >> LBNL >> >> On 6/23/2008 2:51 PM, Kevin Freels wrote: >>> Kenn, >>> >>> DISCLAIMERS: RT 3.6.5 with FC8 >>> >>> I just did this, this is how I did it. I'm sure there is a >> better way, >>> and I welcome a more elegant fix from the RT gurus out >> there. However, >>> here it is. >>> >>> I edited {server_root}/html/Ticket/Create.html, and moved the code >>> located on or about line 152 with beginning of the table >> record >>> (ignore the lines with the *'s): >>> >>> *** START of CODE *** >>> >>> >>> <&|/l&>Describe the issue below:
% if (exists >>> $ARGS{Content}) { <& /Elements/MessageBox, Default => >> $ARGS{Content}, >>> IncludeSignature => 0 &> % } else { <& /Elements/MessageBox, >>> QuoteTransaction => $QuoteTransaction &> %} >>> >>>
>>> >>> >>> *** END of CODE *** >>> >>> >>> to just below the tag (on or about line 115). You'll >> know this >>> is the area, the whole "Subject" stuff is here just above it. My >>> previous life as a SissyMin says to back up the original >> file in case >>> it doesn't work, but it did for me. >>> >>> Restart httpd, and the "Describe..." section will now be >> right below >>> the Subject line. >>> >>> Now, if I could only do manipulation of the Object descriptions as >>> easily.... :-) >>> >>> ....k >>> -=-=-=- >>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com >>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >>>> Kenneth >>>> Crocker >>>> Sent: Monday, June 23, 2008 1:15 PM >>>> To: rt Users >>>> Subject: [rt-users] RT Create Ticket display screen >>>> >>>> To all users, >>>> >>>> >>>> Does anyone know how to move the "Describe the issue below" box >>> just >>>> below the "Subject Box? I'm getting a bunch of Custom >> Fields inserted >>>> in-between and I would like THEM to be last, on the bottom of the >>>> page. >>>> Help? Thanks, in advance. >>>> >>>> >>>> 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 >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from >> O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > From tom at netspot.com.au Tue Jun 24 00:20:17 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Tue, 24 Jun 2008 13:50:17 +0930 Subject: [rt-users] RT 3.8 beta 2 now available In-Reply-To: <589c94400806180620q3e80ca9fxef095bb2507916d@mail.gmail.com> References: <8B18C613-6A79-4D9D-A30A-1A70911E0FDB@bestpractical.com> <26974E3E-CDFF-4A90-95B6-28D9B4F73160@netspot.com.au> <9BDDCD64-0F92-4967-9C01-58900BF001F1@netspot.com.au> <589c94400806180620q3e80ca9fxef095bb2507916d@mail.gmail.com> Message-ID: <1837CD62-308E-40AD-9255-9C19543D6889@netspot.com.au> On 18/06/2008, at 10:50 PM, Ruslan Zakirov wrote: > I think this has been fixed in RC1 jesse released several days ago. Fantastic! Thanks guys, 3.8.0rc2 now works with perl 5.10.0. Regards, Tom From gordon at cryologic.com Tue Jun 24 02:49:48 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 24 Jun 2008 16:49:48 +1000 Subject: [rt-users] rt-3.8.0rc testing on same pc running rt-3.6 Message-ID: <4860990C.6020900@cryologic.com> Hi, I was wondering if I can install a test instance of rt-3.8.0rcX on the same computer running our production rt-3.6.3? Gordon From chaim.rieger at gmail.com Tue Jun 24 03:17:47 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Tue, 24 Jun 2008 07:17:47 +0000 Subject: [rt-users] rt-3.8.0rc testing on same pc running rt-3.6 In-Reply-To: <4860990C.6020900@cryologic.com> References: <4860990C.6020900@cryologic.com> Message-ID: <1577012693-1214291825-cardhu_decombobulator_blackberry.rim.net-154667694-@bxe014.bisx.prod.on.blackberry> Yah One uses perl the other fcgi is the easiest way Or run two instances of httpd Sent via BlackBerry from T-Mobile -----Original Message----- From: gordon at cryologic.com Date: Tue, 24 Jun 2008 16:49:48 To:RT Users Subject: [rt-users] rt-3.8.0rc testing on same pc running rt-3.6 Hi, I was wondering if I can install a test instance of rt-3.8.0rcX on the same computer running our production rt-3.6.3? 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 From tom at netspot.com.au Tue Jun 24 03:28:27 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Tue, 24 Jun 2008 16:58:27 +0930 Subject: [rt-users] rt-3.8.0rc testing on same pc running rt-3.6 In-Reply-To: <4860990C.6020900@cryologic.com> References: <4860990C.6020900@cryologic.com> Message-ID: <901AF615-1863-471C-8CA1-DFFDC2F40CBA@netspot.com.au> On 24/06/2008, at 4:19 PM, gordon at cryologic.com wrote: > Hi, > > I was wondering if I can install a test instance of rt-3.8.0rcX on the > same computer running our production rt-3.6.3? > > Gordon You can, but I'd advise against it since an unrelated 3.8 crash could take down your production instance. Any more detail will be very much dependent on your environment -- operating system, install/deployment method, etc. Tom From weser at osp-dd.de Tue Jun 24 03:35:40 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Tue, 24 Jun 2008 09:35:40 +0200 Subject: [rt-users] Modify Create Ticket display In-Reply-To: <485C3E33.9020704@lbl.gov> References: <485C3E33.9020704@lbl.gov> Message-ID: <4860A3CC.9070900@osp-dd.de> Hi Kenn, I don't have the ultimate solution but I changed the behavior in that way, that there will be one column of custom fields only instead of two. This makes the look of RT much better. You just need to edit /opt/rt3/share/html/Ticket/Elements/EditCustomFields (copy it into local of course) and get rid of the code which divided the number of CFs into two columns. This is how my code now looks like above the <%INIT> section: % while (my $CustomField = $CustomFields->Next()) { % }
<%$CustomField->Name%>
% if (my $msg = $m->notes('InvalidField-' . $CustomField->Id)) { <% $msg %> % }
<& /Elements/EditCustomField, Object => $TicketObj, CustomField => $CustomField, NamePrefix => $NamePrefix , Default => $m->notes('Field-' . $CustomField->Id), &>
Try this, it will make the sites more readable. Now it also makes more sense to sort the CFs. Would be nice to add more widgets or get at least a possibility to group a couple of CFs to reasonable categories but unfortunately I don't have any time to hack this into RT. Ben Kenneth Crocker schrieb: > To all, > > > When my users go into the "new Ticket" screen to create a ticket, the > custom fields that are available are scattered all over the place. I'd > like to arrange them, somehow. I've gone to > Configuration->Queues->Ticket Custom Fields and re-arranged the order of > how they are to be displayed, but that just moves them up and down and > THAT doesn't always work. How can I keep RT from squeezing them into the > screen on the left or right of another field as well as get them in the > right top-down order? Thanks in advance. > > > 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 geek+rt at cmu.edu Tue Jun 24 03:42:51 2008 From: geek+rt at cmu.edu (Brian Gallew) Date: Tue, 24 Jun 2008 10:42:51 +0300 Subject: [rt-users] rt-3.8.0rc testing on same pc running rt-3.6 In-Reply-To: <4860990C.6020900@cryologic.com> References: <4860990C.6020900@cryologic.com> Message-ID: <4860A57B.5090304@cmu.edu> gordon at cryologic.com wrote: > I was wondering if I can install a test instance of rt-3.8.0rcX on the > same computer running our production rt-3.6.3? Sure, but it's non-trivial. You'll need another database repository and appropriate setups with your web server. Really, the only painful issue is the mail gateway. Well, and if you want to simultaneously change Perl versions while using mod_perl, you're better off making a different choice. Personally, I would use a virtual machine. From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 24 09:04:14 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 24 Jun 2008 09:04:14 -0400 Subject: [rt-users] RT Create Ticket display screen In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B16410A@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B1640FA@platypus> <486028A2.4020709@lbl.gov> <556AE10AFFB7484B833AF9BE7BF9FD3B16410A@platypus> Message-ID: <4860F0CE.8060209@ucrwcu.rwc.uc.edu> It is best to make modifications in the local tree so that upgrades don't overwrite your changes. See http://wiki.bestpractical.com/view/CleanlyCustomizeRT Kevin Freels wrote: > Kenn, > > No worries. I kept everything in that directory, but just made a copy of > the file and tagged it with .ORIG for backup. > > I also would like to be able to "re-arrange" the CF's. I was able to at > least find out how to increase the size of the text and wiki text CF's; > I can forward that to you if you're interested. > > From what I was able to determine in the Create.html, all the CF's are > created on the fly but are inside a single HTML table, so it's not > possible to break them apart. I'd likr to put my CF's for things for > some Combos for "Severity" and "Issue Type" on top (under Subject but > over "Issue Description"), and move my other CF's underneath "Issue > Description". The workflow for that page would make much more sense (see > my previous message on that). > > Anyone? Anyone? Bueller? > > ....k > -=-=-=- > > >> -----Original Message----- >> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] >> Sent: Monday, June 23, 2008 3:50 PM >> To: Kevin Freels >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] FW: RT Create Ticket display screen >> >> Kevin, >> >> >> I'm definitely gonna give this a try. I assume I can >> create a copy in my "local" directory and make the changes >> there. I'll let you know how it works. Too bad there isn't a >> way to prioritized the CF's displayed as well. But THANKS! >> >> >> Kenn >> LBNL >> >> On 6/23/2008 2:51 PM, Kevin Freels wrote: >> >>> Kenn, >>> >>> DISCLAIMERS: RT 3.6.5 with FC8 >>> >>> I just did this, this is how I did it. I'm sure there is a >>> >> better way, >> >>> and I welcome a more elegant fix from the RT gurus out >>> >> there. However, >> >>> here it is. >>> >>> I edited {server_root}/html/Ticket/Create.html, and moved the code >>> located on or about line 152 with beginning of the table >>> >> record >> >>> (ignore the lines with the *'s): >>> >>> *** START of CODE *** >>> >>> >>> <&|/l&>Describe the issue below:
% if (exists >>> $ARGS{Content}) { <& /Elements/MessageBox, Default => >>> >> $ARGS{Content}, >> >>> IncludeSignature => 0 &> % } else { <& /Elements/MessageBox, >>> QuoteTransaction => $QuoteTransaction &> %} >>> >>>
>>> >>> >>> *** END of CODE *** >>> >>> >>> to just below the tag (on or about line 115). You'll >>> >> know this >> >>> is the area, the whole "Subject" stuff is here just above it. My >>> previous life as a SissyMin says to back up the original >>> >> file in case >> >>> it doesn't work, but it did for me. >>> >>> Restart httpd, and the "Describe..." section will now be >>> >> right below >> >>> the Subject line. >>> >>> Now, if I could only do manipulation of the Object descriptions as >>> easily.... :-) >>> >>> ....k >>> -=-=-=- >>> >>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com >>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >>>> Kenneth >>>> >>>> Crocker >>>> Sent: Monday, June 23, 2008 1:15 PM >>>> To: rt Users >>>> Subject: [rt-users] RT Create Ticket display screen >>>> >>>> To all users, >>>> >>>> >>>> Does anyone know how to move the "Describe the issue below" box >>>> >>> just >>> >>>> below the "Subject Box? I'm getting a bunch of Custom >>>> >> Fields inserted >> >>>> in-between and I would like THEM to be last, on the bottom of the >>>> page. >>>> Help? Thanks, in advance. >>>> >>>> >>>> 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 >>>> >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> 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 kfreels at sendmail.com Tue Jun 24 10:56:44 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Tue, 24 Jun 2008 07:56:44 -0700 Subject: [rt-users] RT Create Ticket display screen In-Reply-To: <4860F0CE.8060209@ucrwcu.rwc.uc.edu> References: <556AE10AFFB7484B833AF9BE7BF9FD3B1640FA@platypus> <486028A2.4020709@lbl.gov> <556AE10AFFB7484B833AF9BE7BF9FD3B16410A@platypus> <4860F0CE.8060209@ucrwcu.rwc.uc.edu> Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B164141@platypus> Okay, I'm all for that, but I do not have a "local" directory in my install. The only places I can locate from the install are: /etc/rt3 (site config indo) /usr/local/etc/rt3 (contains an Authen-ExternalAuth dir with its own RT_SiteConfig.pm for LDAP auth) /usr/share/rt3 (where the HTML code resides) Is the "local" my /usr/local/etc/rt3 directory? I copied over the Create.html to /usr/local/etc/rt3/html/Tickets, mod'd it, but then got a 404 (since I had to move the original out of the way). So unless I'm missing something, this didn't work. I'm still up for a different way to do this other than mod'ing the .html code.... RT 3.6.5/FC8 ....k -=-=-=- > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Tuesday, June 24, 2008 6:04 AM > To: Kevin Freels > Cc: Kenneth Crocker; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT Create Ticket display screen > > It is best to make modifications in the local tree so that > upgrades don't overwrite your changes. > See http://wiki.bestpractical.com/view/CleanlyCustomizeRT <...SNIP...> > -- > Drew Barnes > Applications Analyst > Network Resources Department > Raymond Walters College > University of Cincinnati > > From slackamp at gmail.com Tue Jun 24 11:31:46 2008 From: slackamp at gmail.com (slamp slamp) Date: Tue, 24 Jun 2008 11:31:46 -0400 Subject: [rt-users] how to add ability to escalate to another queue In-Reply-To: <78926d250806231606m5fda78d4xdcdac734d95d5975@mail.gmail.com> References: <78926d250806230650k1ce44d7fvf3f1d37f9fde9c22@mail.gmail.com> <22B3BB50-5BC4-405F-9524-E53D6FC03503@netspot.com.au> <78926d250806231606m5fda78d4xdcdac734d95d5975@mail.gmail.com> Message-ID: <78926d250806240831v64bd16d2tdf7be9f2361a2df5@mail.gmail.com> I have put together the following using resources already on the web. Can anyone help fix the code? Basically I want to change the queue when a user changes the CF value to Yes and while doing that add the user as a Cc and set the owner to Nobody. So the change queue code works, but then the user no longer has permission to view/reply to the ticket. Conditon: User Defined Action: User Defined Template: blank State TransactionCreate Custom condition: return 1 unless ($self->TicketObj->FirstCustomFieldValue('Escalate') =~ /Yes/i); Custom action prep code: #Change ticket's queue with target queue name my $TargetQueueName = 'MyQueue'; my $TicketObj = $self->TicketObj; my $Actor = $self->TransactionObj->CreatorObj->Id; my ($status, $msg) = $TicketObj->SetQueue( $TargetQueueName ); unless( $status ) { die "Error: $msg"; } my ($status, $msg) = $self->TicketObj->AddWatcher( Type => "Cc", PrincipalId => $Actor ); Jun 24 11:24:29 rt RT: Scrip 65 Prepare failed: Error: That is the same value at (eval 10120) line 7. Stack: [(eval 10120):7] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:234] [/opt/rt3/lib/RT/Scrip_Overlay.pm:478] [/opt/rt3/lib/RT/Scrips_Overlay.pm:239] [/opt/rt3/lib/RT/Transaction_Overlay.pm:173] [/opt/rt3/lib/RT/Record.pm:1466] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3554] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2024] [(eval 10101):5] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:234] [/opt/rt3/lib/RT/Scrip_Overlay.pm:478] [/opt/rt3/lib/RT/Scrips_Overlay.pm:239] [/opt/rt3/lib/RT/Transaction_Overlay.pm:173] [/opt/rt3/lib/RT/Record.pm:1466] [/opt/rt3/lib/RT/Record.pm:1696] [/opt/rt3/lib/RT/Record.pm:1599] [/opt/rt3/lib/RT/Interface/Web.pm:1342] [/opt/rt3/lib/RT/Interface/Web.pm:1249] [/opt/rt3/share/html/Ticket/Modify.html:73] [/opt/rt3/share/html/autohandler:291] (/opt/rt3/lib/RT/Action/UserDefined.pm:67) Jun 24 11:24:29 rt RT: WebRT: No permission to view ticket () (/opt/rt3/share/html/Elements/Error:78) On Mon, Jun 23, 2008 at 7:06 PM, slamp slamp wrote: > thanks for the reply Tom, it would be nice if you can contribute your > implementation once they are implemented. > > On Mon, Jun 23, 2008 at 6:59 PM, Tom Lanyon wrote: >> On 23/06/2008, at 11:20 PM, slamp slamp wrote: >> >>> Has anyone done this? We have this requirement in our workflow. >> >> >> I'm just about to implement this on our dev environment. >> >> We are planning on adding a button marked 'Escalate' which will create a >> *new* ticket in the next Queue and add it as a dependency of the original >> ticket. There has been endless debate internally over whether the ticket >> should be moved or a new linked ticket created. >> > From sbenson at a-1networks.com Tue Jun 24 11:32:42 2008 From: sbenson at a-1networks.com (Scott Benson) Date: Tue, 24 Jun 2008 08:32:42 -0700 Subject: [rt-users] Show Queue Descriptions in Message-ID: <4861139A.4070508@a-1networks.com> I would like to be able to add the queue description to any of the drop down Queue lists found in RT. Such as the CreateTicketInQueue and Modify Ticket > Queue. If someone has done this be fore and point me in the right direction that would be great. Thanks in advance. -- Scott Benson A1 Networks (707)570-2021 x203 From weser at osp-dd.de Tue Jun 24 11:47:02 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Tue, 24 Jun 2008 17:47:02 +0200 Subject: [rt-users] RT Create Ticket display screen In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B164141@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B1640FA@platypus> <486028A2.4020709@lbl.gov> <556AE10AFFB7484B833AF9BE7BF9FD3B16410A@platypus> <4860F0CE.8060209@ucrwcu.rwc.uc.edu> <556AE10AFFB7484B833AF9BE7BF9FD3B164141@platypus> Message-ID: <486116F6.5030103@osp-dd.de> If it does not exist yet just create a local directory parallel to your share directory with following subdirectories: /opt/rt3/local/etc /opt/rt3/local/html /opt/rt3/local/lib /opt/rt3/local/po /opt/rt3/local/sbin Ben Kevin Freels schrieb: > Okay, I'm all for that, but I do not have a "local" directory in my > install. > > The only places I can locate from the install are: > > /etc/rt3 (site config indo) > /usr/local/etc/rt3 (contains an Authen-ExternalAuth dir with > its own RT_SiteConfig.pm for LDAP auth) > /usr/share/rt3 (where the HTML code resides) > > Is the "local" my /usr/local/etc/rt3 directory? > > I copied over the Create.html to /usr/local/etc/rt3/html/Tickets, mod'd > it, but then got a 404 (since I had to move the original out of the > way). So unless I'm missing something, this didn't work. > > I'm still up for a different way to do this other than mod'ing the .html > code.... > > RT 3.6.5/FC8 > > ....k > -=-=-=- > > >> -----Original Message----- >> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >> Sent: Tuesday, June 24, 2008 6:04 AM >> To: Kevin Freels >> Cc: Kenneth Crocker; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] RT Create Ticket display screen >> >> It is best to make modifications in the local tree so that >> upgrades don't overwrite your changes. >> See http://wiki.bestpractical.com/view/CleanlyCustomizeRT >> > > <...SNIP...> > > >> -- >> 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From benr at tlcdatasecurity.com.au Tue Jun 24 12:12:52 2008 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Wed, 25 Jun 2008 02:12:52 +1000 Subject: [rt-users] Command Line queries for Asset Tracker Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462FF19A1@kookaburra.TLCIT.biz> Hey guys, We use numerous scripts that make queries of RT tickets from the command-line (using the ./rt CLI), I am now wondering how one queries the Asset Tracker database plug-in from the command-line? Can anyone provide an example, using the ./rt CLI, of querying the asset tracker db? Thanks heaps. BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From lgrella at acquiremedia.com Tue Jun 24 12:25:00 2008 From: lgrella at acquiremedia.com (Laura Grella) Date: Tue, 24 Jun 2008 09:25:00 -0700 (PDT) Subject: [rt-users] Copy value of one custom field to another Message-ID: <18094637.post@talk.nabble.com> I have one custom field (customer) which is mandatory for a certain queue (customer support). I don't want this field mandatory in all queues, but I want all queues to be able to search on it. The only way I was able to get around this was to create a second custom field and make it a global field, and users can see it but can't modify it. I am writing a scrip in the customer support queue that will copy the mandatory custom field into the global one. It is not working and is always empty. Here is the code. Does anyone see anything wrong? Condition: On Create Action: User Defined Template: Blank Stage: TransactionCreate Custom action preparation code: return 1; Custom action cleanup code: #Define the Custom Field Names we are going to take from and write to. my $CFNameFrom = 'Customer; my $CFNameTo = 'GlobalCustomer'; #Transaction Association my $txnObj = $self->TransactionObj; my $ticketObj = $self->TicketObj; my $queueObj = $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new($RT::SystemUser); my $CFNewObj = RT::CustomField->new($RT::SystemUser); #Grab the Custom Field we're using for the switch. $CFObj->LoadByNameAndQueue(Name => $CFNameFrom, Queue => $queueObj->id); #Grab the Custom Field we want to set. $CFNewObj->LoadByNameAndQueue(Name => $CFNameTo, Queue => $queueObj->id); my $cfValue = $ticketObj->FirstCustomFieldValue($CFNameFrom); my ($st, $msg) = $ticketObj->AddCustomFieldValue( Field => $CFNewObj->id, Value => $cfValue, RecordTransaction => 1 ); -- View this message in context: http://www.nabble.com/Copy-value-of-one-custom-field-to-another-tp18094637p18094637.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From list-reader at crowd.hu Tue Jun 24 12:17:10 2008 From: list-reader at crowd.hu (=?ISO-8859-2?Q?Szalai_Bal=E1zs?=) Date: Tue, 24 Jun 2008 18:17:10 +0200 Subject: [rt-users] img tag Message-ID: <2D22FF3A-3DC3-49DF-8781-589787615BCC@crowd.hu> Hi, I would like it to substitute the "<" "<<" ">" ">>" in the searchtab onto an image, but the "<" "<<" ">" ">>" will be a '<' or '>' if I try to edit the /usr/share/request-tracker3.6/html/Ticket/Elements/Tabs. In which file it is possible to modify this the converting manner? Example: # Don't display next links if we're on the last ticket if ($item_map->{$Ticket->Id}->{next}) { $searchtabs->{'d'} = { class => "nav", path => "Ticket/Display.html?id=" . $item_map->{$Ticket->Id}->{next}, title => loc('Next') . '' }; $searchtabs->{'e'} = { class => "nav", path => "Ticket/Display.html?id=" . $item_map->{last}, title => loc('Last') . ' >>' }; } HTML source: Thanks! Balazs Szalai From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 24 12:46:16 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 24 Jun 2008 12:46:16 -0400 Subject: [rt-users] Show Queue Descriptions in In-Reply-To: <4861139A.4070508@a-1networks.com> References: <4861139A.4070508@a-1networks.com> Message-ID: <486124D8.2020401@ucrwcu.rwc.uc.edu> Copying share/html/Elements/SelectQueue to local/html/Elements and changing $Verbose => undef to $Verbose => 1 in the %args section worked for me on 3.6.6 Scott Benson wrote: > I would like to be able to add the queue description to any of the drop down Queue lists found in RT. Such as the CreateTicketInQueue and Modify Ticket > Queue. > If someone has done this be fore and point me in the right direction that would be great. Thanks in advance. > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From KFCrocker at lbl.gov Tue Jun 24 13:16:27 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 24 Jun 2008 10:16:27 -0700 Subject: [rt-users] Modify Create Ticket display In-Reply-To: <4860A3CC.9070900@osp-dd.de> References: <485C3E33.9020704@lbl.gov> <4860A3CC.9070900@osp-dd.de> Message-ID: <48612BEB.40509@lbl.gov> Benjamin, I plugged in your code right at the top, just below the last comment and in front of the and got the following error: Error during compilation of /apps/rt/rt-3.6.6/local/html/Elements/EditCustomField: Global symbol "$CustomFields" requires explicit package name at /apps/rt/rt-3.6.6/local/html/Elements/EditCustomField line 50, line 302. Global symbol "$TicketObj" requires explicit package name at /apps/rt/rt-3.6.6/local/html/Elements/EditCustomField line 60, line 302. Not being much of a perl programmer (I don't even know if my comment line that I put in front of your code needs a %# or just a #) I'm not sure what I did wrong. I didn't change anything at all except adsd a comment line in front and after. Kenn LBNL On 6/24/2008 12:35 AM, Benjamin Weser wrote: > Hi Kenn, > > I don't have the ultimate solution but I changed the behavior in that > way, that there will be one column of custom fields only instead of two. > This makes the look of RT much better. You just need to edit > /opt/rt3/share/html/Ticket/Elements/EditCustomFields (copy it into local > of course) and get rid of the code which divided the number of CFs into > two columns. > > This is how my code now looks like above the <%INIT> section: > > > % while (my $CustomField = $CustomFields->Next()) { > > > > > % } >
> <%$CustomField->Name%>
> > % if (my $msg = $m->notes('InvalidField-' . $CustomField->Id)) { > <% $msg %> > % } >
<& /Elements/EditCustomField, > Object => $TicketObj, > CustomField => $CustomField, > NamePrefix => $NamePrefix , > Default => $m->notes('Field-' . $CustomField->Id), > &> >
> > > Try this, it will make the sites more readable. Now it also makes more > sense to sort the CFs. Would be nice to add more widgets or get at least > a possibility to group a couple of CFs to reasonable categories but > unfortunately I don't have any time to hack this into RT. > > Ben > > > Kenneth Crocker schrieb: >> To all, >> >> >> When my users go into the "new Ticket" screen to create a ticket, >> the custom fields that are available are scattered all over the place. >> I'd like to arrange them, somehow. I've gone to >> Configuration->Queues->Ticket Custom Fields and re-arranged the order >> of how they are to be displayed, but that just moves them up and down >> and THAT doesn't always work. How can I keep RT from squeezing them >> into the screen on the left or right of another field as well as get >> them in the right top-down order? Thanks in advance. >> >> >> 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 ruz at bestpractical.com Tue Jun 24 13:15:15 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 24 Jun 2008 21:15:15 +0400 Subject: [rt-users] Show Queue Descriptions in In-Reply-To: <4861139A.4070508@a-1networks.com> References: <4861139A.4070508@a-1networks.com> Message-ID: <589c94400806241015l7f7d2494wcafa15254c4110a4@mail.gmail.com> html/Elements/SelectQueue On Tue, Jun 24, 2008 at 7:32 PM, Scott Benson wrote: > I would like to be able to add the queue description to any of the drop down Queue lists found in RT. Such as the CreateTicketInQueue and Modify Ticket > Queue. > If someone has done this be fore and point me in the right direction that would be great. Thanks in advance. > > -- > Scott Benson > A1 Networks > (707)570-2021 x203 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jun 24 13:17:28 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 24 Jun 2008 21:17:28 +0400 Subject: [rt-users] img tag In-Reply-To: <2D22FF3A-3DC3-49DF-8781-589787615BCC@crowd.hu> References: <2D22FF3A-3DC3-49DF-8781-589787615BCC@crowd.hu> Message-ID: <589c94400806241017n2d042c6h5dccdc6851873954@mail.gmail.com> I think there is no way to do that without more hacking. This strings are escaped later. On Tue, Jun 24, 2008 at 8:17 PM, Szalai Bal?zs wrote: > Hi, > > I would like it to substitute the "<" "<<" ">" ">>" in the searchtab > onto an image, > but the "<" "<<" ">" ">>" will be a '<' or '>' if I try to edit > the /usr/share/request-tracker3.6/html/Ticket/Elements/Tabs. > > In which file it is possible to modify this the converting manner? > > Example: > > # Don't display next links if we're on the last ticket > if ($item_map->{$Ticket->Id}->{next}) { > $searchtabs->{'d'} = { class => "nav", > path => "Ticket/Display.html?id=" . > $item_map->{$Ticket->Id}->{next}, > title => loc('Next') . ' src=next.png>' }; > $searchtabs->{'e'} = { > class => "nav", > path => "Ticket/Display.html?id=" . > $item_map->{last}, > title => loc('Last') . ' >>' }; > } > > > HTML source: > > > > > > Thanks! > > Balazs Szalai > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Tue Jun 24 13:23:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 24 Jun 2008 10:23:57 -0700 Subject: [rt-users] RT Create Ticket display screen In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B164141@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B1640FA@platypus> <486028A2.4020709@lbl.gov> <556AE10AFFB7484B833AF9BE7BF9FD3B16410A@platypus> <4860F0CE.8060209@ucrwcu.rwc.uc.edu> <556AE10AFFB7484B833AF9BE7BF9FD3B164141@platypus> Message-ID: <48612DAD.7030602@lbl.gov> Kevin, Whenever I do an upgrade, I create a local version of whatever file I want to override as "/..rt version directory../local/..." so that it looks just like "/..rt version directory../share/..." and any directory/file that I have override code for I copy over to "/...rt.../local/..." from "/ ..rt ../share/...". RT automatically goes looking to the "local" directory for overrides before it executes anything from "share". If RT will do that automatically, I save a little time and maintenance trouble by doing it that way. Hope this helps. Kenn LBNL On 6/24/2008 7:56 AM, Kevin Freels wrote: > Okay, I'm all for that, but I do not have a "local" directory in my > install. > > The only places I can locate from the install are: > > /etc/rt3 (site config indo) > /usr/local/etc/rt3 (contains an Authen-ExternalAuth dir with > its own RT_SiteConfig.pm for LDAP auth) > /usr/share/rt3 (where the HTML code resides) > > Is the "local" my /usr/local/etc/rt3 directory? > > I copied over the Create.html to /usr/local/etc/rt3/html/Tickets, mod'd > it, but then got a 404 (since I had to move the original out of the > way). So unless I'm missing something, this didn't work. > > I'm still up for a different way to do this other than mod'ing the .html > code.... > > RT 3.6.5/FC8 > > ....k > -=-=-=- > >> -----Original Message----- >> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >> Sent: Tuesday, June 24, 2008 6:04 AM >> To: Kevin Freels >> Cc: Kenneth Crocker; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] RT Create Ticket display screen >> >> It is best to make modifications in the local tree so that >> upgrades don't overwrite your changes. >> See http://wiki.bestpractical.com/view/CleanlyCustomizeRT > > <...SNIP...> > >> -- >> 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 KFCrocker at lbl.gov Tue Jun 24 13:31:31 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 24 Jun 2008 10:31:31 -0700 Subject: [rt-users] Copy value of one custom field to another In-Reply-To: <18094637.post@talk.nabble.com> References: <18094637.post@talk.nabble.com> Message-ID: <48612F73.9050607@lbl.gov> Laura, I know it is easier to use RT to make a CF mandatory, but in this case, since only one Queue needs it to be, try this approach: I think you would save yourself a lot of maintenance time by having just one CF, make it a "global" application, set the group rights as needed per group/queue and write just 1 scrip to make sure the field isn't empty when someone in that one queue tries to resolve/open/whatever the ticket. You won't have to deal with redundant CF's, you won't have such a complicated scrip, the group rights will be easier to maintain and you have just one simple piece of code to ensure that the CF isn't empty in the one queue. Just a thought. Kenn LBNL On 6/24/2008 9:25 AM, Laura Grella wrote: > I have one custom field (customer) which is mandatory for a certain queue > (customer support). I don't want this field mandatory in all queues, but I > want all queues to be able to search on it. The only way I was able to get > around this was to create a second custom field and make it a global field, > and users can see it but can't modify it. I am writing a scrip in the > customer support queue that will copy the mandatory custom field into the > global one. It is not working and is always empty. Here is the code. Does > anyone see anything wrong? > > Condition: On Create > Action: User Defined > Template: Blank > Stage: TransactionCreate > > Custom action preparation code: return 1; > > Custom action cleanup code: > > #Define the Custom Field Names we are going to take from and write to. > my $CFNameFrom = 'Customer; > my $CFNameTo = 'GlobalCustomer'; > > #Transaction Association > my $txnObj = $self->TransactionObj; > > my $ticketObj = $self->TicketObj; > > my $queueObj = $self->TicketObj->QueueObj; > > my $CFObj = RT::CustomField->new($RT::SystemUser); > my $CFNewObj = RT::CustomField->new($RT::SystemUser); > > #Grab the Custom Field we're using for the switch. > > $CFObj->LoadByNameAndQueue(Name => $CFNameFrom, Queue => $queueObj->id); > > #Grab the Custom Field we want to set. > $CFNewObj->LoadByNameAndQueue(Name => $CFNameTo, Queue => $queueObj->id); > > my $cfValue = $ticketObj->FirstCustomFieldValue($CFNameFrom); > my ($st, $msg) = $ticketObj->AddCustomFieldValue( > Field => $CFNewObj->id, > Value => $cfValue, > RecordTransaction => 1 > ); > From lhughes at zeugmasystems.com Tue Jun 24 15:16:46 2008 From: lhughes at zeugmasystems.com (Lloyd Hughes) Date: Tue, 24 Jun 2008 12:16:46 -0700 Subject: [rt-users] LDAP Authentication Problems Message-ID: <4861481E.6010807@zeugmasystems.com> I'm using Mike Peachey's RT-Authen-External installed via c-pan but am unable to login. I'm running RT3 v 3.6.5 >From my log file it appears that sAMAccountName is not getting set, or the user's login name is not being passed to RT-Authen-External. My log: [Fri Jun 20 20:57:11 2008] [debug]: RT::User::IsExternalPassword Trying External authentication (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:52) [Fri Jun 20 20:57:11 2008] [debug]: Attempting to use external auth service: My_LDAP (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:63) [Fri Jun 20 20:57:11 2008] [debug]: LDAP Search === Base: DC=ZeugmaSystems,dc=local == Filter: (&(*sAMAccountName=*)(objectclass=Person)) == Attrs: dn (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:185) [Fri Jun 20 20:57:11 2008] [info]: My_LDAP AUTH FAILED: User not found or more than one user found (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:208) [Fri Jun 20 20:57:11 2008] [info]: RT::User::IsExternalPassword External Auth Failed: (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:294) [Fri Jun 20 20:57:11 2008] [debug]: RT::User::IsPassword External auth FAILED (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:360) [Fri Jun 20 20:57:11 2008] [info]: RT::User::IsInternalPassword AUTH FAILED (no passwd): (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:305) [Fri Jun 20 20:57:11 2008] [debug]: RT::User::IsPassword Internal auth FAILED (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:366) My configuration in RT-SiteConfig.pm is as follows ### LDAP Settings # Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'exchange.zeugmasystems.local', 'base' => 'DC=ZeugmaSystems,dc=local ', 'filter' => '(objectclass=Person)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'net_ldap_args' => [ version => 3 ], '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' } } } ); Thanks in advanced Lloyd Hughes From sturner at MIT.EDU Tue Jun 24 16:28:58 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 24 Jun 2008 16:28:58 -0400 Subject: [rt-users] RT API Question Message-ID: <6.2.3.4.2.20080624162702.03890008@po14.mit.edu> Quick question - in what circumstances would these method calls return different values for the same ticket object $ticket? $ticket->CustomFields $ticket->QueueObj->CustomFields Thanks, Steve From mike.peachey at jennic.com Tue Jun 24 18:27:04 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 24 Jun 2008 23:27:04 +0100 Subject: [rt-users] LDAP Authentication Problems In-Reply-To: <4861481E.6010807@zeugmasystems.com> References: <4861481E.6010807@zeugmasystems.com> Message-ID: <486174B8.5050202@jennic.com> Lloyd Hughes wrote: > I'm using Mike Peachey's RT-Authen-External installed via c-pan but am > unable to login. I'm running RT3 v 3.6.5 > >>From my log file it appears that sAMAccountName is not getting set, or > the user's login name is not being passed to RT-Authen-External. > > My log: > [Fri Jun 20 20:57:11 2008] [debug]: LDAP Search === Base: DC=ZeugmaSystems,dc=local == Filter: (&(*sAMAccountName=*)(objectclass=Person)) == Attrs: dn > (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:185) > [Fri Jun 20 20:57:11 2008] [info]: My_LDAP AUTH FAILED: User not found or more than one user found (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:208) I don't quite see where the *s are coming from: (&(*sAMAccountName=*)(objectclass=Person)) There definitely shouldn't be a * before sAMAccountName and the one after should be an actual user and not a wildcard search. The config and the debug output dont seem to match up. Can you make sure that, with the config as it is, you do a full restart: apachectl stop rm -rf $RTHOME/var/mason_data/obj/* apachectl start and then try again and check that the output is exactly the same? Also can you confirm you are using v0.05 and you haven't altered it at all? If after a full restart everything is the same, you might want to add a little debug around line 208 in /usr/local/lib/rt3/lib/RT/User_Vendor.pm to work out where those stars are coming from - I've never seen them before... -- 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 justin.hayes at orbisuk.com Wed Jun 25 03:22:35 2008 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Wed, 25 Jun 2008 08:22:35 +0100 Subject: [rt-users] Resolve Ticket Option Message-ID: <06B64A4B-223F-4AA9-8FA2-6487876E1C00@orbisuk.com> I'd like to offer my customers an option to resolve a ticket themselves, however I don't want them to have the Modify Ticket permission (which I think is the one you need for changing status). Does anyone know of a way round this? I'm running 3.6.3 Cheers, Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com From JoopvandeWege at mococo.nl Wed Jun 25 04:14:28 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 25 Jun 2008 10:14:28 +0200 Subject: [rt-users] Command Line queries for Asset Tracker In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A80462FF19A1@kookaburra.TLCIT.biz> References: <3F63AA5E6554DB4D92D1DBB1D4A80462FF19A1@kookaburra.TLCIT.biz> Message-ID: <4861FE64.4090909@mococo.nl> Ben Robson wrote: > > Hey guys, > > > > We use numerous scripts that make queries of RT tickets from the > command-line (using the ./rt CLI), I am now wondering how one queries > the Asset Tracker database plug-in from the command-line? Can anyone > provide an example, using the ./rt CLI, of querying the asset tracker db? > > > > Thanks heaps. > > BenR > There is a patch that adds AT to the rt CLI. I think it is available at the AT homepage on Google. Search the mailinglist for further info. Joop From JoopvandeWege at mococo.nl Wed Jun 25 04:17:28 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 25 Jun 2008 10:17:28 +0200 Subject: [rt-users] RT API Question In-Reply-To: <6.2.3.4.2.20080624162702.03890008@po14.mit.edu> References: <6.2.3.4.2.20080624162702.03890008@po14.mit.edu> Message-ID: <4861FF18.2070509@mococo.nl> Stephen Turner wrote: > Quick question - in what circumstances would these method calls > return different values for the same ticket object $ticket? > > $ticket->CustomFields > $ticket->QueueObj->CustomFields Just a guess but I could imagine this returning different results if there is (are) global CustomFields. Joop From weser at osp-dd.de Wed Jun 25 04:45:23 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Wed, 25 Jun 2008 10:45:23 +0200 Subject: [rt-users] Resolve Ticket Option In-Reply-To: <06B64A4B-223F-4AA9-8FA2-6487876E1C00@orbisuk.com> References: <06B64A4B-223F-4AA9-8FA2-6487876E1C00@orbisuk.com> Message-ID: <486205A3.8080207@osp-dd.de> Hi Justin, sure. Establish a custom field with the right ModifyCustomField for the user. Use the CF to trigger a scrip which sets the ticket to resolved. Ben Justin Hayes schrieb: > I'd like to offer my customers an option to resolve a ticket > themselves, however I don't want them to have the Modify Ticket > permission (which I think is the one you need for changing status). > > Does anyone know of a way round this? I'm running 3.6.3 > > Cheers, > > Justin > > ------------------------------------------------------ > Justin Hayes > Support Manager > justin.hayes at orbisuk.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From justin.hayes at orbisuk.com Wed Jun 25 05:08:09 2008 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Wed, 25 Jun 2008 10:08:09 +0100 Subject: [rt-users] Resolve Ticket Option In-Reply-To: <486205A3.8080207@osp-dd.de> References: <06B64A4B-223F-4AA9-8FA2-6487876E1C00@orbisuk.com> <486205A3.8080207@osp-dd.de> Message-ID: <1BC44FB0-C0D4-48D4-84D4-AD63E9C2A34B@orbisuk.com> Hi Ben, Thanks for that suggestion - had forgotten you can scrip based on the change to a custom field. However can you grant permissions to specific custom fields? I have others and don't want the customer to be able to change those. I had been thinking somewhere along the lines of altering the SetStatus fucntion in Ticket_Overlay.pm It currently does this: #Check ACL if ( $args{Status} eq 'deleted') { unless ($self->CurrentUserHasRight('DeleteTicket')) { return ( 0, $self->loc('Permission Denied') ); } } else { unless ($self->CurrentUserHasRight('ModifyTicket')) { return ( 0, $self->loc('Permission Denied') ); } } I was thinking about trying: #Check ACL if ( $args{Status} eq 'deleted') { unless ($self->CurrentUserHasRight('DeleteTicket')) { return ( 0, $self->loc('Permission Denied') ); } elsif ( $args{Status} eq 'resolved') { # do nothing as we don't mind people resolving } else { unless ($self->CurrentUserHasRight('ModifyTicket')) { return ( 0, $self->loc('Permission Denied') ); } } I figured that would be ok as you'd have to have the permission to see the ticket in the first place. Your method might be safer though, as you can permission it. Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com On 25 Jun 2008, at 09:45, Benjamin Weser wrote: > Hi Justin, > > sure. Establish a custom field with the right ModifyCustomField for > the user. Use the CF to trigger a scrip which sets the ticket to > resolved. > > Ben > > > Justin Hayes schrieb: >> I'd like to offer my customers an option to resolve a ticket >> themselves, however I don't want them to have the Modify Ticket >> permission (which I think is the one you need for changing status). >> >> Does anyone know of a way round this? I'm running 3.6.3 >> >> Cheers, >> >> Justin >> >> ------------------------------------------------------ >> Justin Hayes >> Support Manager >> justin.hayes at orbisuk.com >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com >> > From justin.hayes at orbisuk.com Wed Jun 25 05:20:15 2008 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Wed, 25 Jun 2008 10:20:15 +0100 Subject: [rt-users] Resolve Ticket Option In-Reply-To: <48620B0C.3020301@cmu.edu> References: <06B64A4B-223F-4AA9-8FA2-6487876E1C00@orbisuk.com> <48620B0C.3020301@cmu.edu> Message-ID: Hmm another interesting suggestion, thanks! :) But aren't you checking that it's the owner that's doing the resolving? if ( $Ticket->OwnerObj->Name eq $session{'CurrentUser'}->Name ) I'm after letting the customer resolve, and they won't be the owner. Also you're calling the SetStatus function. Doesn't that check that you have ModifyTicket? } else { unless ($self->CurrentUserHasRight('ModifyTicket')) { return ( 0, $self->loc('Permission Denied') ); } } Or does that code in <%INIT> run as if you're the main RT user or something, thus you have permission if you run SetStatus in <%INIT>? Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com On 25 Jun 2008, at 10:08, Brian Gallew wrote: > Justin Hayes wrote: >> I'd like to offer my customers an option to resolve a ticket >> themselves, however I don't want them to have the Modify Ticket >> permission (which I think is the one you need for changing status). >> Does anyone know of a way round this? I'm running 3.6.3 > > Sure. Create > $RTHOME/local/html/Callbacks/orbisuk/SelfService/Elements/Tabs/ > Default that looks something like this: > ==========================CUT HERE========================== > <%ARGS> > $actions > $Ticket > > <%INIT> > if ($Ticket) { > my $id = $Ticket->id(); > if ( $Ticket->OwnerObj->Name eq $session{'CurrentUser'}->Name ) { > $actions->{'D'} = { path => "SelfService/Resolve.html?id=" . $id, > title => loc('Owner Resolve') }; > }; > } > > > %# Local Variables: > %# mode:perl > %# End: > ==========================CUT HERE========================== > > Then you'll need to create $RTHOME/local/html/SelfService/Resolve.html > > ==========================CUT HERE========================== > <%ARGS> > $Ticket > > <%INIT> > if ($Ticket) { > my $id = $Ticket->id(); > if ( $Ticket->OwnerObj->Name eq $session{'CurrentUser'}->Name ) { > $Ticket->SetStatus('resolved'); > }; > } > RT::Interface::Web::Redirect($RT::WebURL."SelfService/"); > > > %# Local Variables: > %# mode:perl > %# End: > ==========================CUT HERE========================== > > Caveat emptor: I've modeled the code after something I have running > which is similary, but I've never actually run it, so you may have > to experiment. Especially since I don't actually do Perl. 8) > > Also, notice that this marks the ticket resolved without actually > allowing the opportunity to add any commentary. From weser at osp-dd.de Wed Jun 25 05:20:16 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Wed, 25 Jun 2008 11:20:16 +0200 Subject: [rt-users] Resolve Ticket Option In-Reply-To: <1BC44FB0-C0D4-48D4-84D4-AD63E9C2A34B@orbisuk.com> References: <06B64A4B-223F-4AA9-8FA2-6487876E1C00@orbisuk.com> <486205A3.8080207@osp-dd.de> <1BC44FB0-C0D4-48D4-84D4-AD63E9C2A34B@orbisuk.com> Message-ID: <48620DD0.7080800@osp-dd.de> Hi Justin, I established the "indirect" method of changing the ticket status here at our RT to get a kind of workflow. You can set permissions of each CF at Configuration->Custom Fields->->Group Rights. There you are able to give your user (or better your groups) the ModifyCustomField right. You won't need to set SeeCustomField or ModifyCustomField globally then anymore. You just need to "select" (activate) the CustomFields globally (for all queues) or on queue level. Try it :) Ben Justin Hayes schrieb: > Hi Ben, > > Thanks for that suggestion - had forgotten you can scrip based on the > change to a custom field. However can you grant permissions to > specific custom fields? I have others and don't want the customer to > be able to change those. > > I had been thinking somewhere along the lines of altering the > SetStatus fucntion in Ticket_Overlay.pm > > It currently does this: > > #Check ACL > if ( $args{Status} eq 'deleted') { > unless ($self->CurrentUserHasRight('DeleteTicket')) { > return ( 0, $self->loc('Permission Denied') ); > } > } else { > unless ($self->CurrentUserHasRight('ModifyTicket')) { > return ( 0, $self->loc('Permission Denied') ); > } > } > > I was thinking about trying: > > #Check ACL > if ( $args{Status} eq 'deleted') { > unless ($self->CurrentUserHasRight('DeleteTicket')) { > return ( 0, $self->loc('Permission Denied') ); > } elsif ( $args{Status} eq 'resolved') { > # do nothing as we don't mind people resolving > } else { > unless ($self->CurrentUserHasRight('ModifyTicket')) { > return ( 0, $self->loc('Permission Denied') ); > } > } > > I figured that would be ok as you'd have to have the permission to see > the ticket in the first place. > > Your method might be safer though, as you can permission it. > > Justin > > ------------------------------------------------------ > Justin Hayes > Support Manager > justin.hayes at orbisuk.com > > > > On 25 Jun 2008, at 09:45, Benjamin Weser wrote: > >> Hi Justin, >> >> sure. Establish a custom field with the right ModifyCustomField for >> the user. Use the CF to trigger a scrip which sets the ticket to >> resolved. >> >> Ben >> >> >> Justin Hayes schrieb: >>> I'd like to offer my customers an option to resolve a ticket >>> themselves, however I don't want them to have the Modify Ticket >>> permission (which I think is the one you need for changing status). >>> >>> Does anyone know of a way round this? I'm running 3.6.3 >>> >>> Cheers, >>> >>> Justin >>> >>> ------------------------------------------------------ >>> Justin Hayes >>> Support Manager >>> justin.hayes at orbisuk.com >>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > From justin.hayes at orbisuk.com Wed Jun 25 05:45:57 2008 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Wed, 25 Jun 2008 10:45:57 +0100 Subject: [rt-users] Resolve Ticket Option In-Reply-To: <48620DD0.7080800@osp-dd.de> References: <06B64A4B-223F-4AA9-8FA2-6487876E1C00@orbisuk.com> <486205A3.8080207@osp-dd.de> <1BC44FB0-C0D4-48D4-84D4-AD63E9C2A34B@orbisuk.com> <48620DD0.7080800@osp-dd.de> Message-ID: <7660C8C3-642A-40AA-8CF8-F26FC9A6A0BE@orbisuk.com> Excellent - I'd not noticed that I could set the custom field permissions on a per-field basis. Learn something new every day :) I guess I could put a 'Close' link next to 'Reply' that pre-selects the custom field. Then scrip the change to that. Thanks! Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com On 25 Jun 2008, at 10:20, Benjamin Weser wrote: > Hi Justin, > > I established the "indirect" method of changing the ticket status > here at our RT to get a kind of workflow. You can set permissions of > each CF at Configuration->Custom Fields->->Group Rights. > > There you are able to give your user (or better your groups) the > ModifyCustomField right. You won't need to set SeeCustomField or > ModifyCustomField globally then anymore. You just need to > "select" (activate) the CustomFields globally (for all queues) or on > queue level. > > Try it :) > Ben > > > Justin Hayes schrieb: >> Hi Ben, >> >> Thanks for that suggestion - had forgotten you can scrip based on >> the change to a custom field. However can you grant permissions to >> specific custom fields? I have others and don't want the customer >> to be able to change those. >> >> I had been thinking somewhere along the lines of altering the >> SetStatus fucntion in Ticket_Overlay.pm >> >> It currently does this: >> >> #Check ACL >> if ( $args{Status} eq 'deleted') { >> unless ($self->CurrentUserHasRight('DeleteTicket')) { >> return ( 0, $self->loc('Permission Denied') ); >> } >> } else { >> unless ($self->CurrentUserHasRight('ModifyTicket')) { >> return ( 0, $self->loc('Permission Denied') ); >> } >> } >> >> I was thinking about trying: >> >> #Check ACL >> if ( $args{Status} eq 'deleted') { >> unless ($self->CurrentUserHasRight('DeleteTicket')) { >> return ( 0, $self->loc('Permission Denied') ); >> } elsif ( $args{Status} eq 'resolved') { >> # do nothing as we don't mind people resolving >> } else { >> unless ($self->CurrentUserHasRight('ModifyTicket')) { >> return ( 0, $self->loc('Permission Denied') ); >> } >> } >> >> I figured that would be ok as you'd have to have the permission to >> see the ticket in the first place. >> >> Your method might be safer though, as you can permission it. >> >> Justin >> >> ------------------------------------------------------ >> Justin Hayes >> Support Manager >> justin.hayes at orbisuk.com >> >> >> >> On 25 Jun 2008, at 09:45, Benjamin Weser wrote: >> >>> Hi Justin, >>> >>> sure. Establish a custom field with the right ModifyCustomField >>> for the user. Use the CF to trigger a scrip which sets the ticket >>> to resolved. >>> >>> Ben >>> >>> >>> Justin Hayes schrieb: >>>> I'd like to offer my customers an option to resolve a ticket >>>> themselves, however I don't want them to have the Modify Ticket >>>> permission (which I think is the one you need for changing status). >>>> >>>> Does anyone know of a way round this? I'm running 3.6.3 >>>> >>>> Cheers, >>>> >>>> Justin >>>> >>>> ------------------------------------------------------ >>>> Justin Hayes >>>> Support Manager >>>> justin.hayes at orbisuk.com >>>> >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>> >>> >> > From benr at tlcdatasecurity.com.au Wed Jun 25 07:21:27 2008 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Wed, 25 Jun 2008 21:21:27 +1000 Subject: [rt-users] Command Line queries for Asset Tracker In-Reply-To: <4861FE64.4090909@mococo.nl> References: <3F63AA5E6554DB4D92D1DBB1D4A80462FF19A1@kookaburra.TLCIT.biz> <4861FE64.4090909@mococo.nl> Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462FF1B00@kookaburra.TLCIT.biz> Joop, Thanks for the reply. I spent a decent amount of time hunting around and the best I could find was a mention of "RTx::Atom" which I couldn't actually locate as a project, and also something done by Philip Kime to the REST interface, but I couldn't find that anywhere either. Does anyone have any other ideas about Asset Tracker queries from the commandline? Thanks, BenR -----Original Message----- From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: Wednesday, 25 June 2008 6:14 PM To: Ben Robson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Command Line queries for Asset Tracker Ben Robson wrote: > > Hey guys, > > > > We use numerous scripts that make queries of RT tickets from the > command-line (using the ./rt CLI), I am now wondering how one queries > the Asset Tracker database plug-in from the command-line? Can anyone > provide an example, using the ./rt CLI, of querying the asset tracker db? > > > > Thanks heaps. > > BenR > There is a patch that adds AT to the rt CLI. I think it is available at the AT homepage on Google. Search the mailinglist for further info. Joop From JoopvandeWege at mococo.nl Wed Jun 25 07:38:21 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 25 Jun 2008 13:38:21 +0200 Subject: [rt-users] Command Line queries for Asset Tracker In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A80462FF1B00@kookaburra.TLCIT.biz> References: <3F63AA5E6554DB4D92D1DBB1D4A80462FF19A1@kookaburra.TLCIT.biz> <4861FE64.4090909@mococo.nl> <3F63AA5E6554DB4D92D1DBB1D4A80462FF1B00@kookaburra.TLCIT.biz> Message-ID: <48622E2D.4040108@mococo.nl> Ben Robson wrote: > Joop, > > Thanks for the reply. I spent a decent amount of time hunting around > and the best I could find was a mention of "RTx::Atom" which I couldn't > actually locate as a project, and also something done by Philip Kime to > the REST interface, but I couldn't find that anywhere either. > > Does anyone have any other ideas about Asset Tracker queries from the > commandline? > > Thanks, > BenR > > There is a patch that adds AT to the rt CLI. I think it is available at > the AT homepage on Google. > Search the mailinglist for further info. > Found it in my rt-users archive: http://code.google.com/p/asset-tracker-4rt/ What you're looking for is in CVS and called AT-REST Joop From sturner at MIT.EDU Wed Jun 25 09:40:21 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 25 Jun 2008 09:40:21 -0400 Subject: [rt-users] Modify Create Ticket display In-Reply-To: <485C3E33.9020704@lbl.gov> References: <485C3E33.9020704@lbl.gov> Message-ID: <6.2.3.4.2.20080625093201.0206a2b0@po14.mit.edu> Kenn, Are you seeing this problem (custom fields not in the order you specify) on ticket display & basics screens too? Are you using Oracle, and what version of DBIx::SearchBuilder do you have? After a recent upgrade of DBIx::SearchBuilder, we are seeing ticket custom fields in the wrong sequence on all ticket screens. I believe this is a bug in the Oracle-specific code in SearchBuilder - I will post specific details when I've done a bit more research. I see the problem on SearchBuilder 1.51 and 1.53. Does anyone else running Oracle see this problem? Thanks, Steve At 6/20/2008 07:33 PM, you wrote: >To all, > > When my users go into the "new Ticket" screen to create a > ticket, the >custom fields that are available are scattered all over the place. I'd >like to arrange them, somehow. I've gone to >Configuration->Queues->Ticket Custom Fields and re-arranged the order of >how they are to be displayed, but that just moves them up and down and >THAT doesn't always work. How can I keep RT from squeezing them into the >screen on the left or right of another field as well as get them in the >right top-down order? Thanks in advance. > > >Kenn >LBNL From benr at tlcdatasecurity.com.au Wed Jun 25 09:48:48 2008 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Wed, 25 Jun 2008 23:48:48 +1000 Subject: [rt-users] Command Line queries for Asset Tracker In-Reply-To: <48622E2D.4040108@mococo.nl> References: <3F63AA5E6554DB4D92D1DBB1D4A80462FF19A1@kookaburra.TLCIT.biz> <4861FE64.4090909@mococo.nl> <3F63AA5E6554DB4D92D1DBB1D4A80462FF1B00@kookaburra.TLCIT.biz> <48622E2D.4040108@mococo.nl> Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462FF1B03@kookaburra.TLCIT.biz> Thanks for locating the patch for me. I have implemented it using the normal %patch method and run in to troubles. So I backed out to a clear version of %rt and re-applied it by hand making sure everything went in to the right location. If I do a query, such as %rt ls -t asset "Type = 'Servers'", I get an error message "rt: Unsupported object type. Unsupported object type." This error message seems to be getting thrown by ~/share/html/REST/1.0/search/dhandler (it being the only place with a message "Unsupported object type.", but I can't for the life of me work out why its complaining. Has anyone used this AT CLI patch and seen this issue? Thanks heaps for the help. BenR -----Original Message----- From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: Wednesday, 25 June 2008 9:38 PM To: Ben Robson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Command Line queries for Asset Tracker Ben Robson wrote: > Joop, > > Thanks for the reply. I spent a decent amount of time hunting around > and the best I could find was a mention of "RTx::Atom" which I couldn't > actually locate as a project, and also something done by Philip Kime to > the REST interface, but I couldn't find that anywhere either. > > Does anyone have any other ideas about Asset Tracker queries from the > commandline? > > Thanks, > BenR > > There is a patch that adds AT to the rt CLI. I think it is available at > the AT homepage on Google. > Search the mailinglist for further info. > Found it in my rt-users archive: http://code.google.com/p/asset-tracker-4rt/ What you're looking for is in CVS and called AT-REST Joop From kfreels at sendmail.com Wed Jun 25 11:41:40 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Wed, 25 Jun 2008 08:41:40 -0700 Subject: [rt-users] Illegal value for EmailAddress In-Reply-To: <48612BEB.40509@lbl.gov> References: <485C3E33.9020704@lbl.gov> <4860A3CC.9070900@osp-dd.de> <48612BEB.40509@lbl.gov> Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B16421D@platypus> Greetings! Okay, this is a weird one.... I have set up several user accounts, and have had no trouble setting up email addresses as needed for those users. However, when I go to add/modify my *own* address to "kfreels at sendmail.com", I get: User kfreels: Illegal value for EmailAddress and it reverts back to the one I had before. I can change it to *anything* but that (examples: kevin at sendmail.com, kfreels at fred.com, etc), but just not "kfreels at sendmail.com". Any other user is just fine with @sendmail.com. The only thing I can think of is that I have a local account on this box whereas the other users do not. So I tried removing the UnixAccount, Nickname, and everything else, but nothing changed. Nothing in the httpd access or error logs, or syslog (BTW, are there any transaction logs to look at?). Hints? RT 3.6.5 / FC8 Thanks, as always..... ....k -=-=-=- Kevin Freels Director of Information Technology Sendmail, Inc. kfreels at sendmail.com 510/594.5572 From kfreels at sendmail.com Wed Jun 25 11:57:45 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Wed, 25 Jun 2008 08:57:45 -0700 Subject: [rt-users] Illegal value for EmailAddress References: <485C3E33.9020704@lbl.gov> <4860A3CC.9070900@osp-dd.de> <48612BEB.40509@lbl.gov> Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B164226@platypus> Nevermind.... Found my problem. I had created (then disabled) a user named kev-test with that address. So the address wasn'r illegal, just already in use. How do I delete (not just disable) users? ....k -=-=-=- > -----Original Message----- > From: Kevin Freels > Sent: Wednesday, June 25, 2008 8:42 AM > To: rt Users > Subject: Illegal value for EmailAddress > > Greetings! > > Okay, this is a weird one.... > > I have set up several user accounts, and have had no trouble > setting up email addresses as needed for those users. > However, when I go to add/modify my *own* address to > "kfreels at sendmail.com", I get: > > User kfreels: Illegal value for EmailAddress > > and it reverts back to the one I had before. I can change it > to *anything* but that (examples: kevin at sendmail.com, > kfreels at fred.com, etc), but just not "kfreels at sendmail.com". > Any other user is just fine with @sendmail.com. The > only thing I can think of is that I have a local account on > this box whereas the other users do not. So I tried removing > the UnixAccount, Nickname, and everything else, but nothing changed. > > Nothing in the httpd access or error logs, or syslog (BTW, > are there any transaction logs to look at?). > > Hints? > > RT 3.6.5 / FC8 > > Thanks, as always..... > > ....k > -=-=-=- > Kevin Freels > Director of Information Technology > Sendmail, Inc. > kfreels at sendmail.com 510/594.5572 From jsmoriss at mvlan.net Wed Jun 25 11:55:38 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Wed, 25 Jun 2008 15:55:38 +0000 Subject: [rt-users] Need help with /Approvals/ & local/html/Ticket/Elements/ShowTransaction Message-ID: <20080625155538.GB14546@zaphod.mvlan.net> Hi everyone, I'm using an extension to ./local/html/Ticket/Elements/ShowTransaction that allows me to create dependant tickets based on the current correspondence in the ticket's history. Before adding the "create ticket" button bellow a correspondence, I use the following check: % if ( $Transaction->Type =~ /^(Create|Correspond|Comment)$/ && $Ticket->QueueObj->Name !~ /^Approval$/) { This works fine, EXCEPT when viewing approvals with the /Approvals/ page. The /Approvals/ page shows each approval ticket, and includes the history of every dependant ticket. This history list uses ./local/html/Ticket/Elements/ShowTransaction, so the "create ticket" buttons are displayed. I'd like to avoid this. :-) So, my question is, how can I expand the above "if" test in ./local/html/Ticket/Elements/ShowTransaction to check that it's being called by the /Approvals/ page? And in case you were interested in the complete code, I've attached a diff. Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator -------------- next part -------------- 47a48 > 64d64 < 90a91,92 > $Verbose => 0 > $Default => 0 103,104c105 < } < else { --- > } else { 107,108c108 < } < elsif ( ( $Transaction->Field =~ /^Owner$/ ) --- > } elsif ( ( $Transaction->Field =~ /^Owner$/ ) 112,113c112 < } < elsif ( $Transaction->Type =~ /^(AddLink|DeleteLink)$/ ) { --- > } elsif ( $Transaction->Type =~ /^(AddLink|DeleteLink)$/ ) { 115,116c114 < } < elsif ( $Transaction->Type =~ /^(Status|Set|Told)$/ ) { --- > } elsif ( $Transaction->Type =~ /^(Status|Set|Told)$/ ) { 119,120c117 < } < else { --- > } else { 123,124c120 < } < else { --- > } else { 162d157 < 194a190,239 > > % if ( $Transaction->Type =~ /^(Create|Correspond|Comment)$/ && $Ticket->QueueObj->Name !~ /^Approval$/) { > >

>

> > > > > > > > > > > > > > > > > > > Create new > > > in > <& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption => 0, ShowAllQueues => 0 &> >
>

> > % } From lhughes at zeugmasystems.com Wed Jun 25 12:03:15 2008 From: lhughes at zeugmasystems.com (Lloyd Hughes) Date: Wed, 25 Jun 2008 09:03:15 -0700 Subject: [rt-users] LDAP Authentication Problems In-Reply-To: <486174B8.5050202@jennic.com> References: <4861481E.6010807@zeugmasystems.com> <486174B8.5050202@jennic.com> Message-ID: <48626C43.6040306@zeugmasystems.com> Hi Mike Thanks for the quick response. I did a reinstall of RT and that fixed the problem. My predecessor must have modified the code at some point. Lloyd Mike Peachey wrote: > Lloyd Hughes wrote: > > I'm using Mike Peachey's RT-Authen-External installed via c-pan but am > > unable to login. I'm running RT3 v 3.6.5 > > > >>From my log file it appears that sAMAccountName is not getting set, or > > the user's login name is not being passed to RT-Authen-External. > > > > My log: > > [Fri Jun 20 20:57:11 2008] [debug]: LDAP Search === Base: > DC=ZeugmaSystems,dc=local == Filter: > (&(*sAMAccountName=*)(objectclass=Person)) == Attrs: dn > > (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:185) > > [Fri Jun 20 20:57:11 2008] [info]: My_LDAP AUTH FAILED: User not > found or more than one user found > (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:208) > > I don't quite see where the *s are coming from: > (&(*sAMAccountName=*)(objectclass=Person)) > > There definitely shouldn't be a * before sAMAccountName and the one > after should be an actual user and not a wildcard search. > > The config and the debug output dont seem to match up. > > Can you make sure that, with the config as it is, you do a full restart: > > apachectl stop > rm -rf $RTHOME/var/mason_data/obj/* > apachectl start > > and then try again and check that the output is exactly the same? > > Also can you confirm you are using v0.05 and you haven't altered it at > all? > > If after a full restart everything is the same, you might want to add > a little debug around line 208 in > /usr/local/lib/rt3/lib/RT/User_Vendor.pm to work out where those stars > are coming from - I've never seen them before... > -- > 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 KFCrocker at lbl.gov Wed Jun 25 12:39:33 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 Jun 2008 09:39:33 -0700 Subject: [rt-users] Modify Create Ticket display In-Reply-To: <6.2.3.4.2.20080625093201.0206a2b0@po14.mit.edu> References: <485C3E33.9020704@lbl.gov> <6.2.3.4.2.20080625093201.0206a2b0@po14.mit.edu> Message-ID: <486274C5.4020409@lbl.gov> Stephen, Yes indeed. We use Oracle 9 in Prod at the moment, but will be on 10 soon. I just upgraded my Dev to 3.6.6 so I think my SearchBuiler is at 1.53. In Prod we are at 3.6.4 and 1.49 respectively. Prod doesn't seem to show this problem. I also noticed that in DEV, the CF's are spread out all over the place horizontally, not just vertically. All over the place, really. It seems to put a "Select one" CF in between my "Fill one text" CF's so that on the left side I may have a "fill one text" CF, then on the right a "Select one", then on the next line, it is reversed, throw a "fill one text" CF way out to the right. Looks horribly ugly. I'm not planning on upgrading to any more 3.6.x versions. As soon as 3.8 is ready, I'm putting it in. However, a patch to THAT problem would, of course, be considered. Stephen, thanks a bunch for your help. We are getting bigger here by the month. I just added 25 more tech support queues AND they are now wanting me to use the CF URL link ability to tie in a "Resolve" to linking to version control. Kool, huh? that should a a LOT of fun. Kenn LBNL On 6/25/2008 6:40 AM, Stephen Turner wrote: > Kenn, > > Are you seeing this problem (custom fields not in the order you specify) > on ticket display & basics screens too? Are you using Oracle, and what > version of DBIx::SearchBuilder do you have? > > After a recent upgrade of DBIx::SearchBuilder, we are seeing ticket > custom fields in the wrong sequence on all ticket screens. I believe > this is a bug in the Oracle-specific code in SearchBuilder - I will post > specific details when I've done a bit more research. I see the problem > on SearchBuilder 1.51 and 1.53. > > Does anyone else running Oracle see this problem? > > Thanks, > Steve > > At 6/20/2008 07:33 PM, you wrote: >> To all, >> >> When my users go into the "new Ticket" screen to create a >> ticket, the >> custom fields that are available are scattered all over the place. I'd >> like to arrange them, somehow. I've gone to >> Configuration->Queues->Ticket Custom Fields and re-arranged the order of >> how they are to be displayed, but that just moves them up and down and >> THAT doesn't always work. How can I keep RT from squeezing them into the >> screen on the left or right of another field as well as get them in the >> right top-down order? Thanks in advance. >> >> >> Kenn >> LBNL > > From jsmoriss at mvlan.net Wed Jun 25 13:42:58 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Wed, 25 Jun 2008 17:42:58 +0000 Subject: [rt-users] Need help with /Approvals/ & local/html/Ticket/Elements/ShowTransaction In-Reply-To: <20080625155538.GB14546@zaphod.mvlan.net> References: <20080625155538.GB14546@zaphod.mvlan.net> Message-ID: <20080625174258.GA19785@zaphod.mvlan.net> Aha! I tried a bunch of things, but finally used the home page for inspiration. :-) % if ( $Transaction->Type =~ /^(Create|Correspond|Comment)$/ && $Ticket->QueueObj->Name !~ /^Approval$/ && ! $Ticket->HasUnresolvedDependencies( Type => 'approval') ) { js. On Wed, Jun 25, 2008 at 03:55:38PM +0000, Jean-Sebastien Morisset wrote: > Hi everyone, > > I'm using an extension to ./local/html/Ticket/Elements/ShowTransaction > that allows me to create dependant tickets based on the current > correspondence in the ticket's history. > > Before adding the "create ticket" button bellow a correspondence, I use > the following check: > > % if ( $Transaction->Type =~ /^(Create|Correspond|Comment)$/ && $Ticket->QueueObj->Name !~ /^Approval$/) { > > This works fine, EXCEPT when viewing approvals with the /Approvals/ > page. The /Approvals/ page shows each approval ticket, and includes the > history of every dependant ticket. This history list uses > ./local/html/Ticket/Elements/ShowTransaction, so the "create ticket" > buttons are displayed. I'd like to avoid this. :-) > > So, my question is, how can I expand the above "if" test in > ./local/html/Ticket/Elements/ShowTransaction to check that it's being > called by the /Approvals/ page? -- Jean-Sebastien Morisset, Sr. UNIX Administrator From ruz at bestpractical.com Wed Jun 25 18:51:23 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 26 Jun 2008 02:51:23 +0400 Subject: [rt-users] Illegal value for EmailAddress In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B164226@platypus> References: <485C3E33.9020704@lbl.gov> <4860A3CC.9070900@osp-dd.de> <48612BEB.40509@lbl.gov> <556AE10AFFB7484B833AF9BE7BF9FD3B164226@platypus> Message-ID: <589c94400806251551i5260f1abi6b1aa2a772288569@mail.gmail.com> using shredder On Wed, Jun 25, 2008 at 7:57 PM, Kevin Freels wrote: > Nevermind.... > > Found my problem. > > I had created (then disabled) a user named kev-test with that address. > So the address wasn'r illegal, just already in use. > > How do I delete (not just disable) users? > > ....k > -=-=-=- > >> -----Original Message----- >> From: Kevin Freels >> Sent: Wednesday, June 25, 2008 8:42 AM >> To: rt Users >> Subject: Illegal value for EmailAddress >> >> Greetings! >> >> Okay, this is a weird one.... >> >> I have set up several user accounts, and have had no trouble >> setting up email addresses as needed for those users. >> However, when I go to add/modify my *own* address to >> "kfreels at sendmail.com", I get: >> >> User kfreels: Illegal value for EmailAddress >> >> and it reverts back to the one I had before. I can change it >> to *anything* but that (examples: kevin at sendmail.com, >> kfreels at fred.com, etc), but just not "kfreels at sendmail.com". >> Any other user is just fine with @sendmail.com. The >> only thing I can think of is that I have a local account on >> this box whereas the other users do not. So I tried removing >> the UnixAccount, Nickname, and everything else, but nothing changed. >> >> Nothing in the httpd access or error logs, or syslog (BTW, >> are there any transaction logs to look at?). >> >> Hints? >> >> RT 3.6.5 / FC8 >> >> 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 > -- Best regards, Ruslan. From mmaxwell at blackarrow.tv Wed Jun 25 19:27:15 2008 From: mmaxwell at blackarrow.tv (Michael Maxwell) Date: Wed, 25 Jun 2008 16:27:15 -0700 Subject: [rt-users] RT 3.6.6 Silently Dropping Messages with Attachments Message-ID: Hello, Forgive me if this has been answered elsewhere, but if so, I must have missed it. 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. Fetchmail configuration doesn't appear to be an issue - and as far as fetchmail is concerned (according to the documentation), attachments are a non-issue. I've added a few lines to the RT_SiteConfig.pm to try to get it working, but so far, no good. I have the following as the only options that pertain to mail handling: Set($TruncateLongAttachments , undef); Set($MaxAttachmentSize , 10000000); Set($DropLongAttachments , undef); Any help or pointers to things to check would be greatly appreciated. Thanks From michael.brader at youramigo.com Wed Jun 25 21:30:25 2008 From: michael.brader at youramigo.com (Michael Brader) Date: Thu, 26 Jun 2008 11:00:25 +0930 Subject: [rt-users] RT 3.6.6 Silently Dropping Messages with Attachments In-Reply-To: References: Message-ID: <18530.61745.177658.557765@youramigo.com> Michael Maxwell writes: > Hello, Hi Michael > Forgive me if this has been answered elsewhere, but if so, I must > have missed it. I found the answer in http://wiki.bestpractical.com/view/FAQ but only because I already knew the answer. Searching for 'dropped attachments' or 'attachments silently dropped' returned nothing. However, searching for 'site:wiki.bestpractical.com attachments silently dropped' in Google brings it up no problem. > We have rt-3.6.6 running on linux (CentOS 4.6). We're using fetchmail as > the means of getting email to the system from an IMAP server hosted offsite. > Normal emails (emails without attachments) go through fine and create > tickets as expected. However, any message that contains an attachment of > any size never seems to make it through to RT. [...] > > Set($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 -- Michael Brader michael.brader at youramigo.com From JoopvandeWege at mococo.nl Thu Jun 26 02:30:44 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 26 Jun 2008 08:30:44 +0200 Subject: [rt-users] Modify Create Ticket display In-Reply-To: <486274C5.4020409@lbl.gov> References: <485C3E33.9020704@lbl.gov> <6.2.3.4.2.20080625093201.0206a2b0@po14.mit.edu> <486274C5.4020409@lbl.gov> Message-ID: <48633794.1070408@mococo.nl> Kenneth Crocker wrote: > Stephen, thanks a bunch for your help. We are getting bigger here by > the month. I just added 25 more tech support queues AND they are now > wanting me to use the CF URL link ability to tie in a "Resolve" to > linking to version control. Kool, huh? that should a a LOT of fun. > If you figure out how to do that I would like to see a snippet because I can't get my head around it. Tried a couple of things but got not nearly close to what I wanted or expected. Thanks, Joop From kristian.davies at gmail.com Thu Jun 26 07:57:31 2008 From: kristian.davies at gmail.com (Kristian Davies) Date: Thu, 26 Jun 2008 12:57:31 +0100 Subject: [rt-users] Tree View Message-ID: RT Version: 3.6.5 The "Tree View" function doesn't seem to work. Is this a know problem? Tia, Kristian From andy at NocOps.com Thu Jun 26 09:11:16 2008 From: andy at NocOps.com (Andy Coates) Date: Thu, 26 Jun 2008 14:11:16 +0100 Subject: [rt-users] Email updates - matching without a ticket number? Message-ID: <069001c8d78e$1d8cbe30$886bfd50@gno61bcdd6a1fe> Hey, I thought this would be a common problem but going over the archives I can't seem to find anyone else talking about this (unless my searching sucks!). Basically we get a lot of customers emailing various people and CC'ing our ticket system (it's a support queue), so they get a new ticket raised. Then the person they emailed replies back to the customer and also CC's the ticket system, so they too get a new ticket, and so on. I've checked everywhere I can think of and the only place that seems to tie up the email to a ticket is the [$rtname #ticket] in the subject, but I don't see any other way of getting the system to try and match emails to tickets? I looked over the various contrib files and don't see anything related, but I did find a really old email which had a similar solution in mind but was based on the MessageID: http://www.gossamer-threads.com/lists/rt/users/9378 The RT-Extension-ExtractSubjectTagOnTransaction extension is also very similar to solving the problem, but it seems designed to aid tracking tickets across various instances of RT. Obviously subjects can be duplicated and just matching them based on subject could yield a lot of potential tickets, which might be why such a function doesn't exist! On the other hand you could apply a bit of logic since you know the queue its destined for and the people its been sent to, and if you limited it to open tickets and ignored blank subjects and such, you *might* be able to find the right ticket if theres only 1 match? So before I go reinvent the wheel.. has anyone overcome this problem before? Thanks in advance, Andy. From mmcardle at apprhs.org Thu Jun 26 13:07:52 2008 From: mmcardle at apprhs.org (Mike McArdle) Date: Thu, 26 Jun 2008 10:07:52 -0700 (PDT) Subject: [rt-users] SelfService - Identify Tickets In-Reply-To: <17720942.post@talk.nabble.com> References: <17720942.post@talk.nabble.com> Message-ID: <18138703.post@talk.nabble.com> I got some help with a custom condition to determine if a ticket is created from the SelfService interface from in the IRC Chat. I am a newbie to scrip writing for RT. I do have the RT Essentials book and am trying to figure out the syntax of the RT pseudo code. I'd like to know how to assign a value to a custom field indicating a SelfService submission has occurred. The next step is to code the custom action preparation and custom action clean up code. Below is the custom condition code. Any insight is greatly appreciated! Mike McArdle Watauga Medical Center Help Desk Analyst # Custom condition to determine ticket creation via self service # Check to see if this is a create transaction unless($self->TransactionObj->Type eq "Create") { return 0; } # Check that it was created via the web interface if(defined($self->TransactionObj->Message->First->GetHeader('Received'))) { $RT::Logger->info("Ticket #". $self->TicketObj->id ." was created by email"); return 0; } else { $RT::Logger->info("Ticket #". $self->TicketObj->id ." was created via http"); # Load the users record from their Id my $user = RT::User->new($RT::SystemUser); $user->Load($self->TransactionObj->Creator); # Check to see if the user is privileged if($user->Privileged) { $RT::Logger->info("Ticket #". $self->TicketObj->id ." was created via full http"); return 0; } else { $RT::Logger->info("Ticket #". $self->TicketObj->id ." was created via self service"); return 1; } } return 0; -- View this message in context: http://www.nabble.com/SelfService---Identify-Tickets-tp17720942p18138703.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mmaxwell at blackarrow.tv Thu Jun 26 13:36:41 2008 From: mmaxwell at blackarrow.tv (Michael Maxwell) Date: Thu, 26 Jun 2008 10:36:41 -0700 Subject: [rt-users] RT 3.6.6 Silently Dropping Messages with Attachments In-Reply-To: <18530.61745.177658.557765@youramigo.com> Message-ID: Thank you Michael for your help. I checked /etc/my.cnf and we have already given the following values under the [mysqld_safe] section: key_buffer=16M key_buffer_size=32M max_allowed_packet=16M thread_stack=128K thread_cache_size=64 query_cache_limit=8M query_cache_size=64M query_cache_type=1 join_buffer_size=512K max_connections=150 log_slow_queries=/var/log/mysql-slow.log Unfortunately, this doesn't seem to have solved the problem. On 6/25/08 6:30 PM, "Michael Brader" wrote: > Michael Maxwell writes: >> Hello, > > Hi Michael > >> Forgive me if this has been answered elsewhere, but if so, I must >> have missed it. > > I found the answer in http://wiki.bestpractical.com/view/FAQ but only > because I already knew the answer. Searching for 'dropped attachments' > or 'attachments silently dropped' returned nothing. > > However, searching for 'site:wiki.bestpractical.com attachments > silently dropped' in Google brings it up no problem. > >> We have rt-3.6.6 running on linux (CentOS 4.6). We're using fetchmail as >> the means of getting email to the system from an IMAP server hosted offsite. >> Normal emails (emails without attachments) go through fine and create >> tickets as expected. However, any message that contains an attachment of >> any size never seems to make it through to RT. [...] >> >> Set($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 From mmaxwell at blackarrow.tv Thu Jun 26 13:39:07 2008 From: mmaxwell at blackarrow.tv (Michael Maxwell) Date: Thu, 26 Jun 2008 10:39:07 -0700 Subject: [rt-users] RT 3.6.6 Silently Dropping Messages with Attachments In-Reply-To: Message-ID: 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($DropLongAttachments , undef); >>> >>> Any help or pointers to things to check would be greatly appreciated. >> >> Check your database for the largest transaction it can handle. In >> MySQL that's the max_allowed_packet. You can check it by running 'show >> variables' >> >> | max_allowed_packet | 8387584 | >> >> Any attachment greater than that size will be dropped. I think the >> default value is 1MB. When that happens, we get a stacktrace in the RT >> log. We're quite happy to not allow attachments that size in, so we >> monitor the logs and when it happens we grab the file from our >> procmail holding area if it's useful or re-educate the requestor >> otherwise. >> >> Hope this helps, >> Michael From grobm at vrshell.com Thu Jun 26 15:49:08 2008 From: grobm at vrshell.com (Mark Grob) Date: Thu, 26 Jun 2008 15:49:08 -0400 Subject: [rt-users] All parties are getting correspondence emails from Requestors or CCs. In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BEFA5@PTSOEXCHANGE.PTSOWA.ORG> References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager> <47EC142C.1020706@lbl.gov> <589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com> <47F16F99.8090006@lbl.gov> <33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG> <589c94400803311951n4d318ee3h4a3550609ba79f6d@mail.gmail.com> <33DEE66ED2E72346ABC638427A7701404BEFA5@PTSOEXCHANGE.PTSOWA.ORG> Message-ID: I just updated my Linux Kernel for my CentOS hosted version of RT. I noticed that now all parties are getting emails on correspondence actions from the Requestors or CC from with in RT. Reply/Forward Email from CC of ticket->RT gets email and notifies everyone (Requestors and CC). I do not have a scrip running global or at the queue level and it continues to do this. Suggestions? (Possible Config setting?) Thanks in Advance, -Mark Grob From sunlist at yahoo.com Thu Jun 26 15:51:45 2008 From: sunlist at yahoo.com (mailing list) Date: Thu, 26 Jun 2008 12:51:45 -0700 (PDT) Subject: [rt-users] Completely Removing ExternalAuth Message-ID: <793508.94751.qm@web63807.mail.re1.yahoo.com> How do I remove ExternalAuth module from RT (3.6.4 on redhat 4.6) and how do I confirm the EA module is remove and not use within RT? I need to go back to using the previous LDAP method (I'm aware it is deprecated). Thank you. Mike From ruz at bestpractical.com Thu Jun 26 18:13:28 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 27 Jun 2008 02:13:28 +0400 Subject: [rt-users] mysql 5.1 slow query in RT In-Reply-To: <7227c6c70805290820v41528d2av898bfc064894fd9@mail.gmail.com> References: <7227c6c70805290820v41528d2av898bfc064894fd9@mail.gmail.com> Message-ID: <589c94400806261513y55df5e1cx7a5acdfee82b2b47@mail.gmail.com> Added bug into mysql tracker http://bugs.mysql.com/bug.php?id=37680 Some developers suggest to test mysql 5.1.25 On Thu, May 29, 2008 at 7:20 PM, Mike Zupan wrote: > We moved our RT server from mysql 4.0 to 5.1 and we are having some slow > query issues on the Attachments table not finding the correct index > > > mysql> explain SELECT main.* FROM Attachments main WHERE (main.Parent = > '308267') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; > +----+-------------+-------+-------+----------------------------------+---------+---------+------+---------+-------------+ > | id | select_type | table | type | possible_keys | key | key_len | ref | > rows | Extra | > +----+-------------+-------+-------+----------------------------------+---------+---------+------+---------+-------------+ > | 1 | SIMPLE | main | index | Attachments3,Attachments4,Parent | PRIMARY | 4 > | NULL | 1321158 | Using where | > +----+-------------+-------+-------+----------------------------------+---------+---------+------+---------+-------------+ > 1 row in set (0.00 sec) > > > mysql> explain SELECT main.* FROM Attachments main FORCE INDEX(Attachments3) > WHERE (main.Parent = '308267') AND (main.ContentType = 'text/plain') ORDER > BY main.id ASC; > +----+-------------+-------+------+---------------+--------------+---------+-------+------+-----------------------------+ > | id | select_type | table | type | possible_keys | key | key_len | ref | > rows | Extra | > +----+-------------+-------+------+---------------+--------------+---------+-------+------+-----------------------------+ > | 1 | SIMPLE | main | ref | Attachments3 | Attachments3 | 4 | const | 1 | > Using where; Using filesort | > +----+-------------+-------+------+---------------+--------------+---------+-------+------+-----------------------------+ > 1 row in set (0.00 sec) > > > It works if I choose to force the index. > > I have been trying to find where in the code this is to at least force the > index but I have not found 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 > -- Best regards, Ruslan. From kmckinnis at tivo.com Thu Jun 26 18:58:54 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Thu, 26 Jun 2008 15:58:54 -0700 Subject: [rt-users] removing quick ticket button Message-ID: Currently users get auto-created by emailing a specific email address and added to various groups with permissions. However, there appears not to be a way to make these users privileged without manually checking the box in the UI. This is fine. However, I'm noticing that privileged users get the "New Ticket In" button at the top of the screen. I don't like this button and I want it to go away so users only see New Tickets in the left-hand menu. Based on the info that this button is limited to privileged users, I went hunting for the code to remove it, but I've not been successful. I'm also finding that superusers do not see New Ticket on the left menu, and it would be handy to have this once the Quick Create button goes away. Any idea what permission defines this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Thu Jun 26 19:59:34 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Thu, 26 Jun 2008 16:59:34 -0700 Subject: [rt-users] new tickets don't email cc'ers Message-ID: I don't know who broke what, but my RT system is not even attempting to email cc'd folks on new tickets created through the web. On any queue, so it doesn't appear to be a permissions issue. No edits appear to have been made to SendEmail.pm. Does anyone know of anything else that could cause this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 -------------- next part -------------- An HTML attachment was scrubbed... URL: From micah at onshore.com Thu Jun 26 20:06:21 2008 From: micah at onshore.com (Micah Gersten) Date: Thu, 26 Jun 2008 19:06:21 -0500 Subject: [rt-users] mysql 5.1 slow query in RT In-Reply-To: <7227c6c70805290820v41528d2av898bfc064894fd9@mail.gmail.com> References: <7227c6c70805290820v41528d2av898bfc064894fd9@mail.gmail.com> Message-ID: <48642EFD.2060601@onshore.com> What are your indices on? Which columns? Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Mike Zupan wrote: > We moved our RT server from mysql 4.0 to 5.1 and we are having some > slow query issues on the Attachments table not finding the correct index > > > mysql> explain SELECT main.* FROM Attachments main WHERE (main.Parent > = '308267') AND (main.ContentType = 'text/plain') ORDER BY main.id > ASC; > +----+-------------+-------+-------+----------------------------------+---------+---------+------+---------+-------------+ > | id | select_type | table | type | possible_keys | key | key_len | > ref | rows | Extra | > +----+-------------+-------+-------+----------------------------------+---------+---------+------+---------+-------------+ > | 1 | SIMPLE | main | index | Attachments3,Attachments4,Parent | > PRIMARY | 4 | NULL | 1321158 | Using where | > +----+-------------+-------+-------+----------------------------------+---------+---------+------+---------+-------------+ > 1 row in set (0.00 sec) > > > mysql> explain SELECT main.* FROM Attachments main FORCE > INDEX(Attachments3) WHERE (main.Parent = '308267') AND > (main.ContentType = 'text/plain') ORDER BY main.id ASC; > +----+-------------+-------+------+---------------+--------------+---------+-------+------+-----------------------------+ > | id | select_type | table | type | possible_keys | key | key_len | > ref | rows | Extra | > +----+-------------+-------+------+---------------+--------------+---------+-------+------+-----------------------------+ > | 1 | SIMPLE | main | ref | Attachments3 | Attachments3 | 4 | const | > 1 | Using where; Using filesort | > +----+-------------+-------+------+---------------+--------------+---------+-------+------+-----------------------------+ > 1 row in set (0.00 sec) > > > It works if I choose to force the index. > > I have been trying to find where in the code this is to at least force > the index but I have not found 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 Thu Jun 26 20:58:33 2008 From: micah at onshore.com (Micah Gersten) Date: Thu, 26 Jun 2008 19:58:33 -0500 Subject: [rt-users] new tickets don't email cc'ers In-Reply-To: References: Message-ID: <48643B39.60207@onshore.com> Check to see the global permissions for CC users. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Kimberly McKinnis wrote: > > I don?t know who broke what, but my RT system is not even attempting > to email cc?d folks on new tickets created through the web. On any > queue, so it doesn?t appear to be a permissions issue. No edits appear > to have been made to SendEmail.pm. > > > > Does anyone know of anything else that could cause this? > > > > Thanks! > > > > ~~ > > Kimberly McKinnis > > System Operations Engineer > > Service Provider Division, TiVo Inc > > 408-519-9607 > > > > > > > > > > > > > > > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From kmckinnis at tivo.com Thu Jun 26 21:38:45 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Thu, 26 Jun 2008 18:38:45 -0700 Subject: [rt-users] new tickets don't email cc'ers In-Reply-To: <48643B39.60207@onshore.com> References: <48643B39.60207@onshore.com> Message-ID: I checked that already. But I did find the cause. If you use the web UI to open a ticket, I don't think RT emails cc'd people out of the box to notify them about a new ticket. I had created a custom template to do this, and it had gotten disabled. Thanks :) -----Original Message----- From: Micah Gersten [mailto:micah at onshore.com] Sent: Thursday, June 26, 2008 5:59 PM To: Kimberly McKinnis Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] new tickets don't email cc'ers Check to see the global permissions for CC users. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Kimberly McKinnis wrote: > > I don't know who broke what, but my RT system is not even attempting > to email cc'd folks on new tickets created through the web. On any > queue, so it doesn't appear to be a permissions issue. No edits appear > to have been made to SendEmail.pm. > > > > Does anyone know of anything else that could cause this? > > > > Thanks! > > > > ~~ > > Kimberly McKinnis > > System Operations Engineer > > Service Provider Division, TiVo Inc > > 408-519-9607 > > > > > > > > > > > > > > > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mike.peachey at jennic.com Fri Jun 27 03:32:53 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 27 Jun 2008 08:32:53 +0100 Subject: [rt-users] Completely Removing ExternalAuth In-Reply-To: <793508.94751.qm@web63807.mail.re1.yahoo.com> References: <793508.94751.qm@web63807.mail.re1.yahoo.com> Message-ID: <486497A5.6060304@jennic.com> mailing list wrote: > How do I remove ExternalAuth module from RT (3.6.4 on redhat 4.6) and how do I confirm the EA module is remove and not use within RT? I need to go back to using the previous LDAP method (I'm aware it is deprecated). > > Thank you. The minimum you need to do is remove the Auth callback and the User_Vendor.pm however if you get a copy of the MANIFEST file provided in the package, it details every file that is installed and where it is installed. Just remove them all. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From jesse at bestpractical.com Thu Jun 26 18:31:21 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 27 Jun 2008 07:31:21 +0900 Subject: [rt-users] Tree View In-Reply-To: References: Message-ID: Kristian, the tree view plugin was not a part of rt itself, but an add- on. It may need some work to be made compatible with 3.6 Sent from my phone. Please forgive my brevity. On Jun 26, 2008, at 8:57 PM, "Kristian Davies" wrote: > This message cannot be displayed because of the way it is formatted. > Ask the sender to send it again using a different format or email > program. text/plain From jesse at bestpractical.com Fri Jun 27 08:22:21 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 27 Jun 2008 08:22:21 -0400 Subject: [rt-users] FireFox3 Font Size Issue In-Reply-To: References: Message-ID: <20080627122220.GI21387@bestpractical.com> On Mon, Jun 23, 2008 at 12:26:48PM +0100, Justin Hayes wrote: > Since Firefox3 came out the fontsze on our RT install (based on 3.6.3) > is changing seemingly at random. > > I'll refresh the homepage and the fontsize will be fine, then I'll > refresh again and all the text in the various At A Glance panels will > be much bigger. The same is happening to the ticket history. > > Anyone else experiencing something similar? I've tried googling but > not found anything that seems related, and I've had a look at the CSS > and nothing obvious is jumping out at me. I've seen that on a couple dozen websites. No idea what's causing it. > > Cheers, > > Justin > > ------------------------------------------------------ > Justin Hayes > Support Manager > justin.hayes at orbisuk.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From barnesaw at ucrwcu.rwc.uc.edu Fri Jun 27 09:29:05 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 27 Jun 2008 09:29:05 -0400 Subject: [rt-users] new tickets don't email cc'ers In-Reply-To: References: <48643B39.60207@onshore.com> Message-ID: <4864EB21.9040405@ucrwcu.rwc.uc.edu> CCs and BCCs on ticket creation/update in the UI are "Other Recipients" in scrips. The scrips may not exist or be enabled out of the box, but the functionality is there. If you mean CCs on Email creation, check the RT_Config.pm for this line and copy it to RT_SiteConfig.pm annd modify value as appropriate. # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine Set($ParseNewMessageForTicketCcs , undef); Kimberly McKinnis wrote: > I checked that already. But I did find the cause. If you use the web UI > to open a ticket, I don't think RT emails cc'd people out of the box to > notify them about a new ticket. I had created a custom template to do > this, and it had gotten disabled. Thanks :) > > -----Original Message----- > From: Micah Gersten [mailto:micah at onshore.com] > Sent: Thursday, June 26, 2008 5:59 PM > To: Kimberly McKinnis > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] new tickets don't email cc'ers > > Check to see the global permissions for CC users. > > Thank you, > Micah Gersten > onShore Networks > Internal Developer > http://www.onshore.com > > > > Kimberly McKinnis wrote: > >> I don't know who broke what, but my RT system is not even attempting >> to email cc'd folks on new tickets created through the web. On any >> queue, so it doesn't appear to be a permissions issue. No edits appear >> to have been made to SendEmail.pm. >> >> >> >> Does anyone know of anything else that could cause this? >> >> >> >> Thanks! >> >> >> >> ~~ >> >> Kimberly McKinnis >> >> System Operations Engineer >> >> Service Provider Division, TiVo Inc >> >> 408-519-9607 >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> > > >> >> >> >> > ------------------------------------------------------------------------ > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From KFCrocker at lbl.gov Fri Jun 27 13:28:40 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 27 Jun 2008 10:28:40 -0700 Subject: [rt-users] new tickets don't email cc'ers In-Reply-To: References: <48643B39.60207@onshore.com> Message-ID: <48652348.6070508@lbl.gov> Kimberly, What notification scrips do you have enabled on the Global level and on the queue in question (if that even applies)? Also, when you say "CC's" are talking about the CC'c that are queue watchers or the cc's that are on a single ticket? They are distinctly different in RT and the way RT handles them in terms of notifications. Kenn LBNL On 6/26/2008 6:38 PM, Kimberly McKinnis wrote: > I checked that already. But I did find the cause. If you use the web UI > to open a ticket, I don't think RT emails cc'd people out of the box to > notify them about a new ticket. I had created a custom template to do > this, and it had gotten disabled. Thanks :) > > -----Original Message----- > From: Micah Gersten [mailto:micah at onshore.com] > Sent: Thursday, June 26, 2008 5:59 PM > To: Kimberly McKinnis > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] new tickets don't email cc'ers > > Check to see the global permissions for CC users. > > Thank you, > Micah Gersten > onShore Networks > Internal Developer > http://www.onshore.com > > > > Kimberly McKinnis wrote: >> I don't know who broke what, but my RT system is not even attempting >> to email cc'd folks on new tickets created through the web. On any >> queue, so it doesn't appear to be a permissions issue. No edits appear >> to have been made to SendEmail.pm. >> >> >> >> Does anyone know of anything else that could cause this? >> >> >> >> Thanks! >> >> >> >> ~~ >> >> Kimberly McKinnis >> >> System Operations Engineer >> >> Service Provider Division, TiVo Inc >> >> 408-519-9607 >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> > >> >> >> >> > ------------------------------------------------------------------------ >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jun 27 13:37:16 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 27 Jun 2008 10:37:16 -0700 Subject: [rt-users] All parties are getting correspondence emails from Requestors or CCs. In-Reply-To: References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager> <47EC142C.1020706@lbl.gov> <589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com> <47F16F99.8090006@lbl.gov> <33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG> <589c94400803311951n4d318ee3h4a3550609ba79f6d@mail.gmail.com> <33DEE66ED2E72346ABC638427A7701404BEFA5@PTSOEXCHANGE.PTSOWA.ORG> Message-ID: <4865254C.4090404@lbl.gov> Mark, I have never heard of RT sending out ANY notification without some sort of notification scrip existing. RT_Config would have a setting to ALLOW an email to be sent, but wouldn't generate one. To my knowledge, RT does not generate emails any other way than thru notification scrips. Are you sure you're looking at the right screen with the right privileges? I have AdminCc's that could not see ANY global scrips or templates because they did not have "ShowScrips" and "ShowTemplate" rights for the queue they were in, even thought they had "ShowConfigTab". Kenn LBNL On 6/26/2008 12:49 PM, Mark Grob wrote: > I just updated my Linux Kernel for my CentOS hosted version of RT. > > I noticed that now all parties are getting emails on correspondence > actions from the Requestors or CC from with in RT. > > Reply/Forward Email from CC of ticket->RT gets email and notifies > everyone (Requestors and CC). > > I do not have a scrip running global or at the queue level and it > continues to do this. Suggestions? (Possible Config setting?) > > Thanks in Advance, > > -Mark Grob > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Jun 27 14:02:10 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 27 Jun 2008 11:02:10 -0700 Subject: [rt-users] Modify Create Ticket display In-Reply-To: <48633794.1070408@mococo.nl> References: <485C3E33.9020704@lbl.gov> <6.2.3.4.2.20080625093201.0206a2b0@po14.mit.edu> <486274C5.4020409@lbl.gov> <48633794.1070408@mococo.nl> Message-ID: <48652B22.5040206@lbl.gov> Joop, It will take a couple of months, because I'm in the middle of writing some code in CLI/SQL to convert about 7,500 table records from another ticketing system in Oracle into RT. However, when I DO get to this, I'm hoping, first of all, to get my technical support groups to agree to one and ONLY one version control system (hoping that will be SVK from BP!). Then I think it should be fairly easy. My plan is to create a scrip for a CF called something like "Prog ID" and whenever the Ticket Status is changed to "open" execute the URL (ability built into RT CF's) with a "grab, lock & return member to work directory" type command and another scrip when the Ticket Status is changed to "resolved" to execute the same shell with a "replace & unlock" type of command. Since I have already put in a QA WorkFlow design with scrips that require a seperate QA Approval group to approve the work (both parent & child levels) before it can be "Resolved", this design would give RT a "one button" resolution design. If I keep the scrip at the ticket level, then if I have 5 children tickets to a parent (for example), then when each child ticket is "resolved", the scrip will look at the CF and if not null or blank, go to the URL and execute the link. Those children tickets with no CF attached or where the CF is blank/null, the shell is NOT executed. Well, that's my rough design at the moment. I'll flesh it out when I get into the shell and the specific version control system. If you get any ideas on this, I'd be more than happy to work on them with you. thanks for your interest. Kenn LBNL On 6/25/2008 11:30 PM, Joop wrote: > Kenneth Crocker wrote: >> Stephen, thanks a bunch for your help. We are getting bigger here >> by the month. I just added 25 more tech support queues AND they are >> now wanting me to use the CF URL link ability to tie in a "Resolve" to >> linking to version control. Kool, huh? that should a a LOT of fun. >> > If you figure out how to do that I would like to see a snippet because I > can't get my head around it. Tried a couple of things but got not nearly > close to what I wanted or expected. > > Thanks, > > Joop > From kmckinnis at tivo.com Fri Jun 27 16:49:00 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Fri, 27 Jun 2008 13:49:00 -0700 Subject: [rt-users] new tickets don't email cc'ers In-Reply-To: <48652348.6070508@lbl.gov> References: <48643B39.60207@onshore.com> <48652348.6070508@lbl.gov> Message-ID: Cc's on a single ticket... where the ticket is created through the webUI. I found the solution, but I also learned a good bit through the replies. Thank you! -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Friday, June 27, 2008 10:29 AM To: Kimberly McKinnis Cc: Micah Gersten; rt-users at lists.bestpractical.com Subject: Re: [rt-users] new tickets don't email cc'ers Kimberly, What notification scrips do you have enabled on the Global level and on the queue in question (if that even applies)? Also, when you say "CC's" are talking about the CC'c that are queue watchers or the cc's that are on a single ticket? They are distinctly different in RT and the way RT handles them in terms of notifications. Kenn LBNL On 6/26/2008 6:38 PM, Kimberly McKinnis wrote: > I checked that already. But I did find the cause. If you use the web UI > to open a ticket, I don't think RT emails cc'd people out of the box to > notify them about a new ticket. I had created a custom template to do > this, and it had gotten disabled. Thanks :) > > -----Original Message----- > From: Micah Gersten [mailto:micah at onshore.com] > Sent: Thursday, June 26, 2008 5:59 PM > To: Kimberly McKinnis > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] new tickets don't email cc'ers > > Check to see the global permissions for CC users. > > Thank you, > Micah Gersten > onShore Networks > Internal Developer > http://www.onshore.com > > > > Kimberly McKinnis wrote: >> I don't know who broke what, but my RT system is not even attempting >> to email cc'd folks on new tickets created through the web. On any >> queue, so it doesn't appear to be a permissions issue. No edits appear >> to have been made to SendEmail.pm. >> >> >> >> Does anyone know of anything else that could cause this? >> >> >> >> Thanks! >> >> >> >> ~~ >> >> Kimberly McKinnis >> >> System Operations Engineer >> >> Service Provider Division, TiVo Inc >> >> 408-519-9607 >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> > >> >> >> >> > ------------------------------------------------------------------------ >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From greylisted at gmail.com Sat Jun 28 05:46:39 2008 From: greylisted at gmail.com (Michael Polivanov) Date: Sat, 28 Jun 2008 11:46:39 +0200 Subject: [rt-users] Query Builder very slow after migration to MySQL 5.0 Message-ID: Hello, i have a big problem after migration from MySQL 4.1.11 to 5.0.45: some pages need minutes to load, especially the "Query Builder" page. I got the query, which is running while loading the page and compared the explain plan on both databases. Here is the outcome: Query: SELECT DISTINCT main . * FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.MemberId = Principals_1.id ) WHERE ( Principals_1.Disabled = '0' ) AND ( ACL_2.PrincipalId = CachedGroupMembers_3.GroupId ) AND ( Principals_1.id != '1' ) AND ( ACL_2.PrincipalType = 'Group' ) AND ( Principals_1.PrincipalType = 'User' ) AND ( ACL_2.RightName = 'OwnTicket' ) AND ( ( ACL_2.ObjectType = 'RT::Queue') OR ( ACL_2.ObjectType = 'RT::System') ) ORDER BY main.Name ASC; MySQL 4.1.11 +----+-------------+----------------------+--------+--------------------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+--------------------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ | 1 | SIMPLE | ACL_2 | range | ACL1 | ACL1 | 50 | NULL | 5798 | Using where; Using index; Using temporary; Using filesort | | 1 | SIMPLE | CachedGroupMembers_3 | ref | DisGrouMem,MemberId | DisGrouMem | 5 | rt3.ACL_2.PrincipalId | 1 | Using where; Using index | | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY,Principals_PrincipalType_idx | PRIMARY | 4 | rt3.CachedGroupMembers_3.MemberId | 1 | Using where | | 1 | SIMPLE | main | eq_ref | PRIMARY | PRIMARY | 4 | rt3.Principals_1.id | 1 | | +----+-------------+----------------------+--------+--------------------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ MySQL 5.0.45 +----+-------------+----------------------+--------+---------------+---------+---------+---------------------+------+----------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+---------------+---------+---------+---------------------+------+----------------------------------------------+ | 1 | SIMPLE | main | range | PRIMARY | PRIMARY | 4 | NULL | 1092 | Using where; Using temporary; Using filesort | | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | PRIMARY | 4 | rt3.main.id | 1 | Using where; Distinct | | 1 | SIMPLE | CachedGroupMembers_3 | ref | CGM1,CGM2 | CGM1 | 5 | rt3.Principals_1.id | 1 | Using where; Using index; Distinct | | 1 | SIMPLE | ACL_2 | range | ACL1 | ACL1 | 54 | NULL | 4129 | Using where; Using index; Distinct | +----+-------------+----------------------+--------+---------------+---------+---------+---------------------+------+----------------------------------------------+ Please note the big difference in column "row" for the main/Users table and the order of tables processed. Ref is also different for main/Users in both plans. Execution of the query on the database resulted in: 4.1.1: 449 rows in set (3.18 sec) 5.0.45: 461 rows in set (17 min 32.94 sec) Any idea how i can get my RT back to acceptable performance? I am using RT 3.6.6 here. Would an upgrade to 3.6.7 help? Thanks in advance, -michael From greylisted at gmail.com Sat Jun 28 07:31:00 2008 From: greylisted at gmail.com (Michael Polivanov) Date: Sat, 28 Jun 2008 13:31:00 +0200 Subject: [rt-users] Query Builder very slow after migration to MySQL 5.0 Message-ID: Ok, i have solved this one: i rebuild all indexes on CachedGroupMembers and now the plan and exec time changed to expected. But "Query Builder" page is still slow, now this query takes a long time to finish: 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::Queue-Role' ) AND ( ( ACL_4.ObjectType = 'RT::Queue' ) OR ( ACL_4.ObjectType = 'RT::System' ) ) ORDER BY main.Name ASC; 5.1 plan +----+-------------+----------------------+--------+--------------------------------------+----------+---------+----------------------------------+------+----------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+--------------------------------------+----------+---------+----------------------------------+------+----------------------------------------------+ | 1 | SIMPLE | main | range | PRIMARY | PRIMARY | 4 | NULL | 1092 | Using where; Using temporary; Using filesort | | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY,Principals_PrincipalType_idx | PRIMARY | 4 | rt3.main.id | 1 | Using where; Distinct | | 1 | SIMPLE | CachedGroupMembers_2 | ref | MemberId,DisGrouMem | MemberId | 5 | rt3.main.id | 1 | Using where; Distinct | | 1 | SIMPLE | ACL_4 | range | ACL1 | ACL1 | 54 | NULL | 4129 | Using where; Using index; Distinct | | 1 | SIMPLE | Groups_3 | eq_ref | PRIMARY,Groups1,Groups2 | PRIMARY | 4 | rt3.CachedGroupMembers_2.GroupId | 1 | Using where; Distinct | +----+-------------+----------------------+--------+--------------------------------------+----------+---------+----------------------------------+------+----------------------------------------------+ 4.1 plan +----+-------------+----------------------+--------+--------------------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+--------------------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ | 1 | SIMPLE | Groups_3 | ref | PRIMARY,Groups1,Groups2 | Groups1 | 65 | const | 1280 | Using where; Using index; Using temporary; Using filesort | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,MemberId | DisGrouMem | 5 | rt3.Groups_3.id | 1 | Using where; Using index | | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY,Principals_PrincipalType_idx | PRIMARY | 4 | rt3.CachedGroupMembers_2.MemberId | 1 | Using where | | 1 | SIMPLE | ACL_4 | range | ACL1 | ACL1 | 50 | NULL | 5798 | Using where; Using index | | 1 | SIMPLE | main | eq_ref | PRIMARY | PRIMARY | 4 | rt3.Principals_1.id | 1 | | +----+-------------+----------------------+--------+--------------------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ If i force to use Groups1 index, the execution time goes to normal state and the 5.1 plan looks like: +----+-------------+----------------------+--------+--------------------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+--------------------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ | 1 | SIMPLE | Groups_3 | ref | Groups1 | Groups1 | 67 | const | 3544 | Using where; Using index; Using temporary; Using filesort | | 1 | SIMPLE | CachedGroupMembers_2 | ref | MemberId,DisGrouMem | DisGrouMem | 5 | rt3.Groups_3.id | 1 | Using where; Using index | | 1 | SIMPLE | main | eq_ref | PRIMARY | PRIMARY | 4 | rt3.CachedGroupMembers_2.MemberId | 1 | | | 1 | SIMPLE | ACL_4 | range | ACL1 | ACL1 | 54 | NULL | 4129 | Using where; Using index; Distinct | | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY,Principals_PrincipalType_idx | PRIMARY | 4 | rt3.main.id | 1 | Using where; Distinct | +----+-------------+----------------------+--------+--------------------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+ Changed line is: JOIN Groups Groups_3 USE INDEX(Groups1) ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) Can anyone give me a hint how i can fix this or how i can change the RT code, so the Groups1 index is used for this query? Regards, -michael From tom at netspot.com.au Mon Jun 30 04:28:32 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Mon, 30 Jun 2008 17:58:32 +0930 Subject: [rt-users] Difference in time zone handling between database, 3.6 and 3.8 Message-ID: <1E319604-C9C4-4FF1-884D-DDC9FB1C0C46@netspot.com.au> Hi all, I'm running some searches to find tickets from a certain queue which were created in February but having some strange issues with time zones. Assuming that the 'created' column in the database is UTC (which it seems to be), querying the database directly tells me there was 816 tickets: rt=# select count(*) from tickets t where rt-# extract('month' from t.created at time zone 'UTC') = 2 rt-# and extract('year' from t.created at time zone 'UTC') = 2008 rt-# and t.status not in ('rejected','deleted') and t.queue = 9; count ------- 816 RT Web and command line interfaces give different results to the database. RT CLI pointing to a RT 3.6.1 instance says there's 788: # rt ls -i "Queue = 'Testing' and Status != 'rejected' and Created > '2008-01-31' and Created < '2008-03-01'" | wc -l 788 Same RT CLI pointing to an RT 3.8.0rc2 staging instance (with a complete copy of the 3.6.1 instances data) says there's 786: # rt ls -i "Queue = 'Testing and Status != 'rejected' and Created > '2008-01-31' and Created < '2008-03-01'" | wc -l 786 Looking at the actual tickets that differ, we can see that they're all outside the window I'm filtering on: # select id,created at time zone 'UTC' from tickets where id in (54067,54071,54072,59363) order by id; id | timezone -------+--------------------------- 54067 | 2008-01-31 09:11:19+10:30 54071 | 2008-01-31 09:56:56+10:30 54072 | 2008-01-31 10:05:57+10:30 59363 | 2008-03-01 09:50:40+10:30 The RT 3.6 and 3.8 instances are on different servers, but both are running the same tzdata (2007k) and both sync from the same NTP server (the same that the database syncs from). Both RT instances have the $Timezone variable set the same. Does anyone know why this could be and, more importantly, which is accurate? :) Also, please let me know if this should go to -devel or -bugs instead of -users. Regards, Tom From greylisted at gmail.com Mon Jun 30 06:47:33 2008 From: greylisted at gmail.com (Michael Polivanov) Date: Mon, 30 Jun 2008 12:47:33 +0200 Subject: [rt-users] Query Builder very slow after migration to MySQL 5.0 Message-ID: I have fixed my second performance problem by creating following index: CREATE INDEX Groups_mp ON Groups (Domain,id,Type); Regards, -michael From etamme at gentel.net Mon Jun 30 10:10:40 2008 From: etamme at gentel.net (Eric Tamme) Date: Mon, 30 Jun 2008 10:10:40 -0400 Subject: [rt-users] AutoReply (without creating ticket) Message-ID: <4868E960.4090301@gentel.net> I am approaching stopping spam from a different angle. Basically I have setup my RT install so that you have an RT user to be able to submit a ticket. For customers who dont have a username and send a support request via email, I want to autoreply with a link that says some thing like "Could not load valid user! go to http://blah.foo.com and enter your customer ID to create your support account" Right now when I send email to from a non-valid user i get a response "Could not load a valid user" ... im trying to figure out where in the code that is, b/c it doesnt seem to be in a template anywhere.. I also dont think i can create a template/scrip for this b/c a ticket is never acutally being created. Can some one tell me where/how i can accomplish this? Thanks From etamme at gentel.net Mon Jun 30 10:32:41 2008 From: etamme at gentel.net (Eric Tamme) Date: Mon, 30 Jun 2008 10:32:41 -0400 Subject: [rt-users] AutoReply (without creating ticket) - RESOLVED In-Reply-To: <4868E960.4090301@gentel.net> References: <4868E960.4090301@gentel.net> Message-ID: <4868EE89.3020703@gentel.net> Eric Tamme wrote: > I am approaching stopping spam from a different angle. Basically I have > setup my RT install so that you have an RT user to be able to submit a > ticket. > > For customers who dont have a username and send a support request via > email, I want to autoreply with a link that says some thing like > > "Could not load valid user! > > go to http://blah.foo.com and enter your customer ID to create your > support account" > > > Right now when I send email to from a non-valid user i get a response > "Could not load a valid user" ... im trying to figure out where in the > code that is, b/c it doesnt seem to be in a template anywhere.. > > I also dont think i can create a template/scrip for this b/c a ticket is > never acutally being created. > > Can some one tell me where/how i can accomplish this? > > Thanks I found it ... /opt/rt3/lib/RT/Interface/Email.pm From lcm at mcabee.org Mon Jun 30 10:48:11 2008 From: lcm at mcabee.org (Lawrence McAbee) Date: Mon, 30 Jun 2008 10:48:11 -0400 Subject: [rt-users] AutoReply (without creating ticket) In-Reply-To: <4868E960.4090301@gentel.net> References: <4868E960.4090301@gentel.net> Message-ID: <20080630104811.swmxfs0xwgwwo0k8@mail.mcabee.org> Not in a template. It's in the code, lib/RT/Interface/Email.pm. You would have to override the Gateway and _NoAuthorizedUserFound routines to customize the email. It's not in a tempalte because this error does not get to the point where a template would be applied. -lcm Quoting Eric Tamme : > I am approaching stopping spam from a different angle. Basically I have > setup my RT install so that you have an RT user to be able to submit a > ticket. > > For customers who dont have a username and send a support request via > email, I want to autoreply with a link that says some thing like > > "Could not load valid user! > > go to http://blah.foo.com and enter your customer ID to create your > support account" > > > Right now when I send email to from a non-valid user i get a response > "Could not load a valid user" ... im trying to figure out where in the > code that is, b/c it doesnt seem to be in a template anywhere.. > > I also dont think i can create a template/scrip for this b/c a ticket is > never acutally being created. > > Can some one tell me where/how i can accomplish this? > > Thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- 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 jjeppson at mosscodilis.com Mon Jun 30 17:40:12 2008 From: jjeppson at mosscodilis.com (Jonathan Jeppson) Date: Mon, 30 Jun 2008 15:40:12 -0600 Subject: [rt-users] Adding Custom Fields to Quick Create Message-ID: <4868FE5C.7AD9.0025.0@mosscodilis.com> Hi, I'm working on adding custom fields to Quick Create on the main page of RT. I've been wading through code, but I'm having a hard time finding how RT saves the values of Custom Fields to tickets. Can anyone shed some light or point me in the right direction? Thanks! Jon From allen.chen at markmonitor.com Mon Jun 30 17:53:03 2008 From: allen.chen at markmonitor.com (Allen Chen) Date: Mon, 30 Jun 2008 17:53:03 -0400 Subject: [rt-users] Intermittent slow logins on RT 3.6.3 Message-ID: <486955BF.6030100@markmonitor.com> Hi everyone, We're running RT 3.6.3 on PostgreSQL 8.0.12 and while we've always had some intermittent performance issues, it has gotten especially bad in the past few weeks. There are a number of actions that are very slow for us, but particularly bad is the amount of time it takes to log in. It just took me 136 seconds to log in and display the Home page. However, if I refresh the Home page while logged in, it "only" takes about 18 seconds. Here's a mini time line to illustrate a typical login: 0. Enter username and password and click submit 1. Immediately afterwards, I see the following in rt.log: [Mon Jun 30 21:11:53 2008] [info]: Successful login for allen from ... (/var/www/localhost/htdocs/rt/autohandler:256) 2. 95 seconds later, the login page disappears and the home page starts to display 3. At 136 seconds, the home page is complete I have set logging in RT to 'debug' so I can see the timing on all the queries being executed. The slowest query generated during that last login attempt took 2.50 seconds. Watching top and iostat on the Apache+mod_perl running RT shows a load average around 0.01, CPU utilization between 0 and 5%, and disk I/O at <1%. Watching top and iostat on the DB server also shows that it is nowhere near "maxed out." This problem is intermittent (sometimes it will only take an acceptable 20 seconds to log in); however, it seems to be slow more often than not. There also seems to be a lot of variance in how slow it gets. Sometimes it takes 40 seconds, sometimes over two minutes. It seems like RT is doing something after authentication and before building the home page that makes logins slow. I have a feeling it 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 would not show up in rt.log for some reason? Also, I have checked pg_locks when this is happening but do not see any exclusive locks that would cause any queries to wait. (Note that I /have/ found slow RT queries, but not ones associated with logging in.) Are there any bugs in 3.6.3 that would cause this? Can anyone suggest anything else I should look at or try? Thanks much, -Allen -------------- next part -------------- An HTML attachment was scrubbed... URL: