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
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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
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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
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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
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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
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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
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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
>
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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
>
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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
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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
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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: %init>
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: %init>
> 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
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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?
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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
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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
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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
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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
>
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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
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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
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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
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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
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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 --------------
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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.
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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
>
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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.
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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
>
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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
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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
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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 --------------
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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.
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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
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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
<%INIT>
%INIT>
<%ARGS>
$Ticket => undef
$Verbose => 0
$Default => 0
%ARGS>
# /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
<%INIT>
%INIT>
<%ARGS>
$Ticket => undef
$Verbose => 0
$Default => 0
%ARGS>
# /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
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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
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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
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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
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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]
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_______________________________________________
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!
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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
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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
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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
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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
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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
--
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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
>
>
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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 --------------
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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
----------------------------------------------------------------
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_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales 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
>
>
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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
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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
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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
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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
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_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales 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?
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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)
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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
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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
>
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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
>
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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
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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
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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/
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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.
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