From matthew.seaman at thebunker.net Sat Nov 1 04:30:16 2008 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Sat, 01 Nov 2008 08:30:16 +0000 Subject: [rt-users] MySQL FULLTEXT searching In-Reply-To: <589c94400810311913m43f60f2dh641d887cef2682f0@mail.gmail.com> References: <26face530810311842i76e429fbv8455452020055bb0@mail.gmail.com> <589c94400810311913m43f60f2dh641d887cef2682f0@mail.gmail.com> Message-ID: <490C1398.4070405@thebunker.net> Ruslan Zakirov wrote: > On Sat, Nov 1, 2008 at 4:42 AM, Kelly Jones wrote: >> Can RT support MySQL fulltext searching? > No. InnoDB has no fulltext indexes. Try http://www.sphinxsearch.com/ for a possible solution. Some programming will be required to hook it into RT though. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 258 bytes Desc: OpenPGP digital signature URL: From Richard.Foley at rfi.net Sat Nov 1 06:27:17 2008 From: Richard.Foley at rfi.net (Richard Foley) Date: Sat, 1 Nov 2008 11:27:17 +0100 Subject: [rt-users] Migration from Mantis Message-ID: <200811011127.17827.Richard.Foley@rfi.net> Hi folks, Has anyone any experience with migrating a Mantis installation / database structure, to RT? Any hints, or scripts to save reinventing the wheel, would be appreciated. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ From ktm at rice.edu Sat Nov 1 11:00:35 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Sat, 1 Nov 2008 10:00:35 -0500 Subject: [rt-users] MySQL FULLTEXT searching In-Reply-To: <589c94400810311913m43f60f2dh641d887cef2682f0@mail.gmail.com> References: <26face530810311842i76e429fbv8455452020055bb0@mail.gmail.com> <589c94400810311913m43f60f2dh641d887cef2682f0@mail.gmail.com> Message-ID: <20081101150035.GA12735@it.is.rice.edu> On Sat, Nov 01, 2008 at 05:13:07AM +0300, Ruslan Zakirov wrote: > On Sat, Nov 1, 2008 at 4:42 AM, Kelly Jones wrote: > > Can RT support MySQL fulltext searching? > No. InnoDB has no fulltext indexes. > > > > > I can easily create a FULLTEXT index on Attachments, but can I add > > this to the web interface somehow? > > > > Searching for "Content matches 'whatever'" is unusuably slow, > > especially when you have tons of large binary attachments (the > > $DontSearchFileAttachments setting doesn't seem to help much). > > As someone posted, MySQL full-text indexing does not work with InnoDB tables. I would recommend changing your backend to Oracle and use the existing full-text patch in the wiki or to PostgreSQL which should work with minimal changes to the patch. We will be working on the PostgreSQL full-text support soon. Good luck. Ken From mike.peachey at jennic.com Sat Nov 1 14:45:47 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Sat, 01 Nov 2008 18:45:47 +0000 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.x Compatibility Message-ID: <490CA3DB.1080008@jennic.com> Evening All, I am proud to announce the official release of RT::Authen::ExternalAuth v0.06 - the first release to be out-of-the-box compatible with RT 3.8.x. Thanks to everyone for being so patient in waiting for this, I know it has been a long time since 3.8.0 came out, but as many know I have been ridiculously busy. I want to extend MASSIVE thanks to Kevin Falcone for the work he put into this, it wouldn't have happened without him - at least not for some time. I have uploaded the release to CPAN, but it may take some time for it to become available and propagate to the mirrors. Once done, you should be able to install it directly through the CPAN shell or find it here: http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.06/ Until then, you can install directly from the BPS SVN server's trunk, I don't expect trunk to be changed at least until mid next week, so you can trust it to be the same as the release at least until it's available on CPAN. To get and install it from the SVN server: $ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth $ cd RT-Authen-ExternalAuth/trunk $ perl Makefile.PL $ make $ make install Have fun :) BTW, any bugs or feature requests should be submitted through the CPAN RT system at http://rt.cpan.org. -- 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 lars at oddbit.com Sat Nov 1 15:10:52 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Sat, 1 Nov 2008 15:10:52 -0400 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.x Compatibility In-Reply-To: <490CA3DB.1080008@jennic.com> References: <490CA3DB.1080008@jennic.com> Message-ID: > I am proud to announce the official release of RT::Authen::ExternalAuth > v0.06 - the first release to be out-of-the-box compatible with RT 3.8.x. Mike, I'm looking at this module for the first time this weekend. I'm curous if there is any provision for providing multiple servers for an LDAP service...We'll be authenticating against active directory, and there are multiple servers in a failover relationship. I would ideally want to be able to provide a list of LDAP URIs to identify potential services, e.g.L 'servers' => [ 'ldaps://dc1.example.com', 'ldaps://ldaps://dc2.example.com/' ], Even outside of an AD environment, this makes a lot of sense. Most LDAP servers provide some sort of replication feature, and it's common for an application server to maintain a local LDAP replica. A configuration like: 'servers' => ['ldapi://%2fvar%2flib%2fldap_sock', 'ldaps://dc1.example.com/' ], Would allow RT to talk to the local replica over a Unix socket unless it became unavailable, in which case RT would contact the remote server. -- Lars Kellogg-Stedman From lars at oddbit.com Sat Nov 1 15:14:18 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Sat, 1 Nov 2008 15:14:18 -0400 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.x Compatibility In-Reply-To: References: <490CA3DB.1080008@jennic.com> Message-ID: > 'servers' => [ 'ldaps://dc1.example.com', > 'ldaps://ldaps://dc2.example.com/' ], I guess one could accomplish a similar effect by specifying multiple server entries ("My_LDAP1", "My_LDAP2", etc), which is messy but would at least make sure things keep running if the primary becomes unavailable. Would this work? The downside is that RT would make multiple queries for users that are actuall invalid, but the benefits might be worth it. I will try to poke at this over the next few days. -- Lars Kellogg-Stedman From Munsch at phillycarshare.org Sat Nov 1 15:23:44 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Sat, 1 Nov 2008 15:23:44 -0400 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility References: <490CA3DB.1080008@jennic.com> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18CFCD9C@pcsexch.phillycarshare.loc> Bad link: it seems to be at http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.06_03/ and is marked "Developer Release," if that matters. -----Original Message----- or find it here: http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.06/ From seb.lefevre at gmail.com Sat Nov 1 19:25:06 2008 From: seb.lefevre at gmail.com (Sebastien Lefevre) Date: Sat, 1 Nov 2008 16:25:06 -0700 (PDT) Subject: [rt-users] Apache2, webmux issue: [error] Can't locate object method "Config" via package "RT" (...) - httpd does not start Message-ID: <20265993.post@talk.nabble.com> Hi Olgierd, I ran into the same kind of problem two days ago. I first installed RT 3.6.x using debian packages, then installed 3.8.1 from tarball to get the same error as yours. Looked like the system-wide RT modules (/usr/share/request-tracker3.6/ or something like that) were loaded instead of the ones located into /opt/rt3/ (the new ones). Simply removing the debian packages (request-tracker3.6) or making sure the previous modules were not available was enough to solve the problem. However I'm very lazy and did not try to understand why the module search path caused that. Shame on me. Hope it helps, -seb Olgierd Zi??ko wrote: > > Hello, > > nice to meet you :) > > Yesterday I've installed version 3.8.1 on my debian box, and I can't start > it. > > What I have: > Debian "Etch" with 2.6.21-2 > Apache 2.2.4 running with mod_perl/2.0.3 and Perl/v5.8.8 (fastcgi is > currently disabled) and other modules > RT 3.8.1 > access to root account :) > > > What I did: > ./configure --prefix="/usr/local/rt-3" - successfull > database and user created - successful > config in etc/RT_SiteConfig.pm - done > fixed all dependencies with make fixdeps > tested all dependencies: "All dependencies have been found." > successful 'make install' > reinstall with perl -MCPAN -e'install Bundle::Apache2' > reinstalled like above DBIx::SearchBuilder (desperation, yes) > checked permissions of path to RT.pm - okay > created /etc/apache2/inc/request-tracker included in > /etc/apache2/sites-enabled/ssl-my.ssl.host.name (content: below) > even tried "downgrade" rt to 3.8.0 - nothing changed > > What is going on: > When I did 'apache2ctl graceful' apache silently died with (in error log): > [Fri Oct 31 09:39:54 2008] [notice] Graceful restart requested, doing > restart > [Fri Oct 31 09:39:54 2008] [error] (9)Bad file descriptor: > apr_socket_accept: (client socket) > [Fri Oct 31 09:39:54 2008] [error] (9)Bad file descriptor: > apr_socket_accept: (client socket) > [Fri Oct 31 09:39:55 2008] [error] (9)Bad file descriptor: > apr_socket_accept: (client socket) > [Fri Oct 31 09:39:55 2008] [error] (9)Bad file descriptor: > apr_socket_accept: (client socket) > [Fri Oct 31 09:40:26 2008] [error] Can't locate object method "Config" > via package "RT" at /usr/local/rt-3/bin/webmux.pl line 100.\nBEGIN > failed--compilation aborted at /usr/local/rt-3/bin/webmux.pl line > 101.\nCompilation failed in require at (eval 244) line 1.\n > [Fri Oct 31 09:40:26 2008] [error] Can't load Perl file: > /usr/local/rt-3/bin/webmux.pl for server my.ssl.host.name:443, > exiting... > > ...and I had to comment out "Include /etc/apache2/inc/request-tracker" > in in /etc/apache2/sites-enabled/ssl-my.ssl.host.name > > I'm writing here because I'm unfortunately not a perl hacker and I > can't force "this things" to work. > I've searched this list archive and web but I can't find anything > corresponding. > > == /etc/apache2/inc/request-tracker > Alias /rt "/usr/local/rt-3/share/html" > AddDefaultCharset UTF-8 > > # PerlModule Apache::DBI > PerlRequire "/usr/local/rt-3/bin/webmux.pl" > > > AllowOverride All > Options ExecCGI +FollowSymLinks > > > > SetHandler default > > > > SetHandler perl-script > PerlResponseHandler RT::Mason > # PerlHandler RT::Mason - this one was from > http://wiki.bestpractical.com/view/DebianStableInstallGuide > > === end of /etc/apache2/inc/request-tracker > > === parts of /etc/apache2/sites-enabled/ssl-my.ssl.host.name > NameVirtualHost ip.add.re.ss:443 > > SSLEngine on > DocumentRoot /var/www/ > [cut...] > > Include /etc/apache2/inc/some-file > Include /etc/apache2/inc/some-other-file > # commented out because server dies > # Include /etc/apache2/inc/request-tracker > > === end of /etc/apache2/sites-enabled/ssl-my.host.name > > === /usr/local/rt-3/etc/RT_SiteConfig.pm > Set( $rtname, 'my.ssl.host.name'); > #Set(@Plugins,(qw(Extension::QuickDelete))); > Set($Organization , "my.domain.name"); > Set($OwnerEmail, 'rtowner'); > Set($RTAddressRegexp, '^it\@my.host.name$'); > Set($SMTPServer, 'localhost'); > Set($SMTPFrom, 'it at my.host.name'); > Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); > Set($CommentAddress , 'RT_CommentAddressNotSet'); > > Set($MinimumPasswordLength , "8"); > Set($Timezone , 'Europe/Warsaw'); > > Set($DatabaseType , 'mysql'); > Set($DatabasePassword , 'very-long-pw'); > > Set($PlainTextPre, 1); > Set($MaxAttachmentSize , 50000000); > Set($WebDefaultStylesheet, 'web2'); > > Set($WebDomain, 'my.host.name' ); > Set($WebPath, "/rt"); > Set($WebPort, 443);# + ($< * 7274) % 32766 + ($< && 1024)); > Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') . ':' . > RT->Config->Get('WebPort')); > Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . > "/"); > Set($WebSecureCookies, 1); > Set( %GnuPG, > Enable => 1, > OutgoingMessagesFormat => 'RFC', # Inline > AllowEncryptDataInDB => 0, > ); > 1; > === end of RT_SiteConfig.pm > > Also I added to /etc/aliases: > === > it: "|/usr/local/rt-3/bin/rt-mailgate --queue 'General' --action > correspond --url https://my.ssl.host.name/rt" > === > > I have no clue :) > > > > Thanks in advance. > > best regards, > -- > Olgierd Ziolko > "Real stupidity beats artificial intelligence every time." > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Apache2%2C-webmux-issue%3A--error--Can%27t-locate-object-method-%22Config%22-via-package-%22RT%22-%28...%29---httpd-does-not-start-tp20263778p20265993.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From monti.mail at gmail.com Sun Nov 2 04:03:23 2008 From: monti.mail at gmail.com (Monti gmail) Date: Sun, 2 Nov 2008 11:03:23 +0200 Subject: [rt-users] Anonymous email sender Message-ID: Hi, I have set up RT and configured the mail correctly, when a user creates a ticket he gets the Autoreply template content with "From:" field = Queue Description. When I reply to a ticket, the user gets the "From:" field with my name and the queue email address. How can I set the "from:" field to be always the Queue Description? I tried to edit the Blank template and put "From: Queue Desc." but it did not work... any suggestions? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Sun Nov 2 08:37:07 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Sun, 02 Nov 2008 13:37:07 +0000 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18CFCD9C@pcsexch.phillycarshare.loc> References: <490CA3DB.1080008@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFCD9C@pcsexch.phillycarshare.loc> Message-ID: <490DAD03.3050702@jennic.com> Robert Munsch wrote: > Bad link: it seems to be at > http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.06_03/ > > and is marked "Developer Release," if that matters. Please re-read carefully: Mike Peachey wrote: > it may take some time for it to > become available and propagate to the mirrors. > Once done, you should be able to install it directly > through the CPAN shell or find it here: > http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.06/ > > Until then, you can install directly from the BPS SVN server's trunk 0.06_03 is the most recent devel release and when 0.06 is fully inserted into CPAN, it will show up as the latest release. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Sun Nov 2 08:44:00 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Sun, 02 Nov 2008 13:44:00 +0000 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.x Compatibility In-Reply-To: References: <490CA3DB.1080008@jennic.com> Message-ID: <490DAEA0.9080605@jennic.com> Lars Kellogg-Stedman wrote: >> 'servers' => [ 'ldaps://dc1.example.com', >> 'ldaps://ldaps://dc2.example.com/' ], > > I guess one could accomplish a similar effect by specifying multiple > server entries ("My_LDAP1", "My_LDAP2", etc), which is messy but would > at least make sure things keep running if the primary becomes > unavailable. Would this work? The downside is that RT would make > multiple queries for users that are actuall invalid, but the benefits > might be worth it. I will try to poke at this over the next few days. > This is precisely how it is meant to work. I know it's not perfect, but it should do the job. The idea of ExternalAuthPriority and ExternalInfoPriority is that you can specify as many external sources as you like, be they LDAP or MySQL or Oracle, and you can then have them checked in whatever order you please for Auth and for Info until a match is found providing a failover service or multiple source service (i.e. Auth out of LDAP, but get Info only from a database). Yes, it does mean that unknown users will be checked against all sources, but how many unknown users do you have trying to login to RT every day? Perhaps in the future, this may be implemented a little better, but as I said, for now at least, it should work. With regard to using local sockets, it's not something I have looked into, however the main concern is the capability of Graham Barr's Perl-LDAP (Net::LDAP) because that's what is used for LDAP functionality. Anything Net::LDAP can query, ExternalAuth should be able to query too so long as you pass it the right params from the config. If there's anything the ExternalAuth config isn't correctly constructed to pass to Net::LDAP, let me know and I'll look into it. Worth saying that the databse interface works the same way, Perl-DBI is used to connect to databases and so anything DBI can connect to, ExternalAuth should be able to connect to. -- 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 monti.mail at gmail.com Sun Nov 2 09:49:56 2008 From: monti.mail at gmail.com (Monti gmail) Date: Sun, 2 Nov 2008 16:49:56 +0200 Subject: [rt-users] "Take" action to move queue Message-ID: Hi All, I have set up 3 queues in RT: Inbox, Spam, Investigation. All tickets are open against Inbox queue, than onDuty engineer needs to inspect the ticket and decide if it is a spam or a real ticket. If it is a spam, the ticket will be moved to the Spam queue and if it is real it will be moved to Investigation queue. I am looking for a way to shorten the steps of moving a ticket to different queue by modifying the "Take" action to also move the queue and add another action "Spam" to move the tickets to the Spam queue and close the ticket. I searched the Wiki and the rt-users forum and could not find a way to do it, if anyone had implemented this I will be thankful to get some advices. Cheers, -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcaraballo at mcgarrybowen.com Sun Nov 2 19:42:56 2008 From: mcaraballo at mcgarrybowen.com (Michael Caraballo) Date: Sun, 02 Nov 2008 19:42:56 -0500 Subject: [rt-users] RT on OS X Leopart Server Message-ID: Does anyone know where I can find a write-up/how to for installing RT on a Leopard Server (not client) from start to finish? I tried using the 10.4.8 instructions here at http://wiki.bestpractical.com/view/MacOSXServerInstallGuide but I'm sure there are considerations for Leopard Server. I have yet to find a wiki for Leopard Server installs? Thanks to anyone who can offer guidance, --Mike C ---------------------------------------------------------------------------------------------- The contents of this message may be privileged and confidential. Therefore, if this message has been received in error, please delete it without reading it. All contents of the message, including any attachments, are the copyright property of the sender. This message cannot in any way bind McGarry Bowen, L.L.C. to any contract or other obligation. From mcaraballo at mcgarrybowen.com Sun Nov 2 19:52:34 2008 From: mcaraballo at mcgarrybowen.com (Michael Caraballo) Date: Sun, 02 Nov 2008 19:52:34 -0500 Subject: [rt-users] RT 3.8 on Leopard Server (Xserve Xeon) Apache/GUI crashes Message-ID: I was able to compile all dependencies for RT with no official OS X Leopard Server how to. Im' running RT on a quad-core Xeon Server with Leopard 10.5.5. I was able to get all dependences resolved but I fear that I may have compiled something wrong somewhere along the lines, as I have a few strange things happening when navigating via the new RT 3.8 GUI. RT Crashes when clicking some links with my apache server reporting the following error: httpd(7332) malloc: *** mmap(size=1952546816) failed (error code=12) *** error: can't allocate region *** set a breakpoint in malloc_error_break to debug Out of memory! Callback called exit. Apache continues to serve up other non-rt web pages elsewhere on my host but once this error appears, my client web browser must be closed and I must log back in, in order to see the RT 3.8 web interface again. On another note, when I click some links I am redirected to the RT login page and must type in my credentials again to see the clicked link (aka: like RT pagination links). If I change my hostname in the URL field to from hostname.domain.com to hostname or from hostname.domain.com to hostname this sometimes fixes the problem. Thanks to anyone who can offer assistance, --Mike Caraballo ---------------------------------------------------------------------------------------------- The contents of this message may be privileged and confidential. Therefore, if this message has been received in error, please delete it without reading it. All contents of the message, including any attachments, are the copyright property of the sender. This message cannot in any way bind McGarry Bowen, L.L.C. to any contract or other obligation. From smccreadie at CanyonPartners.com Sun Nov 2 22:41:25 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Sun, 2 Nov 2008 19:41:25 -0800 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility In-Reply-To: <490CA3DB.1080008@jennic.com> References: <490CA3DB.1080008@jennic.com> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8013BF5BE@SR-ES-EMAIL01.canyonpartners.local> Hello Mike, Thank you and Kevin for working hard on this release, I am excited to hopefully get it working on my RT 3.8.1 server. I have installed the v0.06 release but I am running into difficulty getting it going. I have drilled over the lists trying to get info regarding the errors I am seeing but so far I have been unable to get users to authenticate with AD. I am running a Windows Server 2003 Active Directory, pretty sure anonymous binding is disabled. I have attached my SiteConfig file, as well as the logging in rt.log when I try to authenticate. I have tried many different ways of entering the 'user' value to no avail. I have no problem authenticating with the local root account. Im not sure how or where to look to see if the RT server is even attempting to authenticate users to AD, when I look through the rt.log file it doesn't appear to be. Thanks in advance for any insight. Sean -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike Peachey Sent: Saturday, November 01, 2008 11:46 AM To: RT Users; RT Devel Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility Evening All, I am proud to announce the official release of RT::Authen::ExternalAuth v0.06 - the first release to be out-of-the-box compatible with RT 3.8.x. Thanks to everyone for being so patient in waiting for this, I know it has been a long time since 3.8.0 came out, but as many know I have been ridiculously busy. I want to extend MASSIVE thanks to Kevin Falcone for the work he put into this, it wouldn't have happened without him - at least not for some time. I have uploaded the release to CPAN, but it may take some time for it to become available and propagate to the mirrors. Once done, you should be able to install it directly through the CPAN shell or find it here: http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.06/ Until then, you can install directly from the BPS SVN server's trunk, I don't expect trunk to be changed at least until mid next week, so you can trust it to be the same as the release at least until it's available on CPAN. To get and install it from the SVN server: $ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth $ cd RT-Authen-ExternalAuth/trunk $ perl Makefile.PL $ make $ make install Have fun :) BTW, any bugs or feature requests should be submitted through the CPAN RT system at http://rt.cpan.org. -- 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 __________________________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: RT_SiteConfig.txt URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt.log.txt URL: From raj.sharma77 at gmail.com Mon Nov 3 01:56:12 2008 From: raj.sharma77 at gmail.com (Rajkumar Sharma) Date: Mon, 3 Nov 2008 12:26:12 +0530 Subject: [rt-users] user based access log Message-ID: <23f87de0811022256n1109d118xce864f42b1ee2aef@mail.gmail.com> Dear all Is there any way to track who signed into RT's web UI? I want to track who logs in when and remind users to log in and check their queue if they haven't in x days. We have a smallish group of users who rely on the web ui vs email to do their work. Thanks for any help. From mike.peachey at jennic.com Mon Nov 3 04:28:22 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 03 Nov 2008 09:28:22 +0000 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8013BF5BE@SR-ES-EMAIL01.canyonpartners.local> References: <490CA3DB.1080008@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF5BE@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <490EC436.1010906@jennic.com> Sean McCreadie wrote: > Hello Mike, > > Thank you and Kevin for working hard on this release, I am excited to > hopefully get it working on my RT 3.8.1 server. I have installed the > v0.06 release but I am running into difficulty getting it going. I have > drilled over the lists trying to get info regarding the errors I am > seeing but so far I have been unable to get users to authenticate with > AD. I am running a Windows Server 2003 Active Directory, pretty sure > anonymous binding is disabled. I have attached my SiteConfig file, as > well as the logging in rt.log when I try to authenticate. I have tried > many different ways of entering the 'user' value to no avail. I have no > problem authenticating with the local root account. Im not sure how or > where to look to see if the RT server is even attempting to authenticate > users to AD, when I look through the rt.log file it doesn't appear to > be. Thanks in advance for any insight. Can you turn off log stack traces and repost an rt.log? I'm having difficulty reading through the one you sent quickly and don't have a lot of time for reading v. slowly. FWIW, your RT_SiteConfig.pm looks right on the money. -- 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 barnesaw at ucrwcu.rwc.uc.edu Mon Nov 3 09:03:36 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 03 Nov 2008 09:03:36 -0500 Subject: [rt-users] RT 3.8 on Leopard Server (Xserve Xeon) Apache/GUI crashes In-Reply-To: References: Message-ID: <490F04B8.60306@ucrwcu.rwc.uc.edu> Need more info. What database? What perl version? Vanilla install or upgraded? Fresh db or upgraded? Michael Caraballo wrote: > I was able to compile all dependencies for RT with no official OS X Leopard > Server how to. Im' running RT on a quad-core Xeon Server with Leopard > 10.5.5. I was able to get all dependences resolved but I fear that I may > have compiled something wrong somewhere along the lines, as I have a few > strange things happening when navigating via the new RT 3.8 GUI. > > RT Crashes when clicking some links with my apache server reporting the > following error: > > httpd(7332) malloc: *** mmap(size=1952546816) failed (error code=12) > *** error: can't allocate region > *** set a breakpoint in malloc_error_break to debug > Out of memory! > Callback called exit. > > Apache continues to serve up other non-rt web pages elsewhere on my host but > once this error appears, my client web browser must be closed and I must log > back in, in order to see the RT 3.8 web interface again. > > > On another note, when I click some links I am redirected to the RT login > page and must type in my credentials again to see the clicked link (aka: > like RT pagination links). If I change my hostname in the URL field to from > hostname.domain.com to hostname or from hostname.domain.com to hostname this > sometimes fixes the problem. > > Thanks to anyone who can offer assistance, > --Mike Caraballo > > ---------------------------------------------------------------------------------------------- > The contents of this message may be privileged and confidential. Therefore, if this message > has been received in error, please delete it without reading it. All contents of the message, > including any attachments, are the copyright property of the sender. This message cannot in > any way bind McGarry Bowen, L.L.C. to any contract or other obligation. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jpierce at cambridgeenergyalliance.org Mon Nov 3 09:24:59 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 3 Nov 2008 09:24:59 -0500 Subject: [rt-users] user based access log In-Reply-To: <23f87de0811022256n1109d118xce864f42b1ee2aef@mail.gmail.com> References: <23f87de0811022256n1109d118xce864f42b1ee2aef@mail.gmail.com> Message-ID: On Mon, Nov 3, 2008 at 01:56, Rajkumar Sharma wrote: > Is there any way to track who signed into RT's web UI? > > I want to track who logs in when and remind users to log in and check their > queue if they haven't in x days. We have a smallish group of users who rely > on the web ui vs email to do their work. > To solve your problem (but not answer your question) consider something like: http://wiki.bestpractical.com/view/UntouchedInHours -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From cnelson at delivra.com Mon Nov 3 09:27:52 2008 From: cnelson at delivra.com (Chris Nelson) Date: Mon, 3 Nov 2008 09:27:52 -0500 Subject: [rt-users] Notify Owner on Steal Message-ID: <8e313b7a0811030627qc18435av8c7478ce8579bb92@mail.gmail.com> Is there a way to notify the owner of a ticket when it's stolen? We are a small shop and only a few of us have access to RT. When one of us needs a ticket from another's queue - the fastest way to do it is to just click "steal" - is there a better way to do this process? (BTW, for everyone that's not an admin they get a message that says "you can only take tickets that are unowned" when they try to just change the owner through Basics...). -Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Mon Nov 3 09:48:53 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Mon, 3 Nov 2008 06:48:53 -0800 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility In-Reply-To: <490EC436.1010906@jennic.com> References: <490CA3DB.1080008@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF5BE@SR-ES-EMAIL01.canyonpartners.local> <490EC436.1010906@jennic.com> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8013BF5C3@SR-ES-EMAIL01.canyonpartners.local> Mike, Thank you for looking at my problem. I disabled the log stack traces as you suggested and attached the new log file. Now I can see that it is indeed authenticating my test user "Joe User" with my AD. The attached log file contains the results of first logging in successfully as root and then as Joe User. When I try to login as the AD user in the web UI I get the following error in the browser: Can't call method "SetDisabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087, line 514. Thanks again for all the help. Sean ----Original Message----- From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey Sent: Monday, November 03, 2008 1:28 AM To: Sean McCreadie Cc: RT Users Subject: Re: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility Sean McCreadie wrote: > Hello Mike, > > Thank you and Kevin for working hard on this release, I am excited to > hopefully get it working on my RT 3.8.1 server. I have installed the > v0.06 release but I am running into difficulty getting it going. I have > drilled over the lists trying to get info regarding the errors I am > seeing but so far I have been unable to get users to authenticate with > AD. I am running a Windows Server 2003 Active Directory, pretty sure > anonymous binding is disabled. I have attached my SiteConfig file, as > well as the logging in rt.log when I try to authenticate. I have tried > many different ways of entering the 'user' value to no avail. I have no > problem authenticating with the local root account. Im not sure how or > where to look to see if the RT server is even attempting to authenticate > users to AD, when I look through the rt.log file it doesn't appear to > be. Thanks in advance for any insight. Can you turn off log stack traces and repost an rt.log? I'm having difficulty reading through the one you sent quickly and don't have a lot of time for reading v. slowly. FWIW, your RT_SiteConfig.pm looks right on the money. -- 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 __________________________________________________ -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt.log.txt URL: From johnp at fmgsupport.com Mon Nov 3 10:03:30 2008 From: johnp at fmgsupport.com (John Parker) Date: Mon, 3 Nov 2008 15:03:30 -0000 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes3.8.x Compatibility In-Reply-To: References: <490CA3DB.1080008@jennic.com> Message-ID: <9F5C85218E0B6341ABA8C63A9E142B8009CDF212@RALPH.fmggroup.com> We run with DNS round robin for this: we have an ldap CNAME and associate that with the Windows DCs. I guess you could even make a call to DNS for the srv records of the DCs if you wanted to. Regards John -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lars Kellogg-Stedman Sent: 01 November 2008 19:14 To: mike.peachey at jennic.com Cc: RT Users Subject: Re: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes3.8.x Compatibility > 'servers' => [ 'ldaps://dc1.example.com', > 'ldaps://ldaps://dc2.example.com/' ], I guess one could accomplish a similar effect by specifying multiple server entries ("My_LDAP1", "My_LDAP2", etc), which is messy but would at least make sure things keep running if the primary becomes unavailable. Would this work? The downside is that RT would make multiple queries for users that are actuall invalid, but the benefits might be worth it. I will try to poke at this over the next few days. -- Lars Kellogg-Stedman _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ---------------------------------------------------- FMG Support is committed to reducing its impact on the environment. Please don't print this email unless absolutely necessary. ---------------------------------------------------- We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us and delete it from your mailbox and/or any other storage mechanism. FMG Support Ltd T:0870 830 3830 mailto:support at fmgsupport.com. FMG Support Ltd. Registered in England. Company registration number: 3813859. Registered office: FMG House, St Andrews Road, Huddersfield HD1 6NA. From mike.peachey at jennic.com Mon Nov 3 10:21:30 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 03 Nov 2008 15:21:30 +0000 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8013BF5C3@SR-ES-EMAIL01.canyonpartners.local> References: <490CA3DB.1080008@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF5BE@SR-ES-EMAIL01.canyonpartners.local> <490EC436.1010906@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF5C3@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <490F16FA.6010500@jennic.com> Sean McCreadie wrote: > Mike, > > Thank you for looking at my problem. I disabled the log stack traces as > you suggested and attached the new log file. Now I can see that it is > indeed authenticating my test user "Joe User" with my AD. The attached > log file contains the results of first logging in successfully as root > and then as Joe User. When I try to login as the AD user in the web UI I > get the following error in the browser: > > > Can't call method "SetDisabled" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087, line 514. It's a bit unusual. It seems that either the Autocreation is trying to re-use a principleID that already exists for the user, or for some reason it's creating the principle as a group instead of a user. Walking through the log: **************************************************************************** [Mon Nov 3 14:22:48 2008] [debug]: RT::User::IsPassword External auth SUCCEEDED (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:360) ExternalAuth checked your external source and is happy to allow access as the user provided. **************************************************************************** [Mon Nov 3 14:22:48 2008] [info]: Autocreated authenticated user juser ( 14 ) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:64) Because no principle exists with that username, a user is being autocreated by RT and it has been assigned the principleID (i.e. userID/groupID) 14. **************************************************************************** [Mon Nov 3 14:22:48 2008] [debug]: LDAP Search === Base: dc=canyonpartners,dc=local == Filter: (&(objectClass=*)(sAMAccountName=juser)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:853) Information about the user is being looked up in your specified info database for importing into RT. **************************************************************************** [Mon Nov 3 14:22:48 2008] [debug]: LDAP Search === Base: dc=canyonpartners,dc=local == Filter: (&(objectClass=*)(userAccountControl:1.2.840.113556.1.4.803:=2)(sAMAccountName=juser)) == Attrs: uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:893) RT is now looking to see if any results are returned when combining a search for the user specified and a search for disabled users. If a result is returned, the user should be set disabled, if not the user should be set enabled. In both cases, the method SetDisabled is used, just with different params for enable or disable. **************************************************************************** [Mon Nov 3 14:22:48 2008] [crit]: User #14 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) Critical failure. RT is trying to use the SetDisabled method to make sure the user is enabled, but for some reason, the account with principleID 14 is not a User object, it is a Group object, and you cannot use RT::User::SetDisabled on a group, therefore RT doesn't know what to do and bombs out. **************************************************************************** So, either Autocreate is re-using #14 that already exists as a group where it shouldn't, or Autocreate is creating a Group object not a User object. I would guess the former, but the details of Autocreate are beyond what I'm familiar with. Hope that helps. -- 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 abaumbro at canada.com Mon Nov 3 10:47:58 2008 From: abaumbro at canada.com (abaumbro) Date: Mon, 3 Nov 2008 07:47:58 -0800 (PST) Subject: [rt-users] Trouble getting Relationship Charts to render correctly in RT 3.8.1 In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B801217344@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B801217344@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <20305126.post@talk.nabble.com> I'm seeing exactly the same problem with our test migration to 3.8.1 - did you manage to resolve this? Sean McCreadie wrote: > > RT: Couldn't find property handler for 'CF' and 'Type of Request' > subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) > -- View this message in context: http://www.nabble.com/Trouble-getting-Relationship-Charts-to-render-correctly-in-RT-3.8.1-tp20169544p20305126.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ldcaltan at isystemsllc.com Mon Nov 3 11:06:09 2008 From: ldcaltan at isystemsllc.com (Lorand S. D'Caltan) Date: Mon, 3 Nov 2008 11:06:09 -0500 Subject: [rt-users] Transactions not supported - Error with 3.8.1 Message-ID: <842A387C705B2546B8483DAD6148BDF63C6B7E6AC4@email.isystems.lan> Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi/DBI.pm line 1632, line 449. After upgrading to 3.8.1 and then upgrading MySQL to 5.0.67 in order to correctly compile and run the Update DB Schema script, I now get this error. I've reinstalled MySQL, MySQL-Client, DBD::MySQL and DBI::Bundle::MySQL I'm pretty much out of ideas at this point and google isn't helping any. OS: Fedora Core 4 MySQL: 5.0.67 RT: 3.8.1 <><><><><><><><> Lorand S. D'Caltan Systems Engineer iSystems LLC (802) 655-8347 x157 <><><><><><><><> CONFIDENTIALITY: The information contained in this message may be privileged and confidential and protected from disclosure. No confidentiality or privilege is waived or lost by any mistransmission. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From h.vanthoor at jumper.ie Mon Nov 3 12:37:48 2008 From: h.vanthoor at jumper.ie (Han van Thoor) Date: Mon, 3 Nov 2008 17:37:48 +0000 (GMT) Subject: [rt-users] Preventing users from changing queues Message-ID: <7916240.15931225733868369.JavaMail.root@IRL-DUB-P-SRV-02> Simple question, probably not so simple answer: Is there a way to prevent users from transferring tickets from one particular queue into another ? There is of course an option to give users only access to one queue, but ideally I would like them to have access to all queues, but not let them transfer tickets from one queue to another in certain circumstances. Any help appreciated Han -------------- next part -------------- An HTML attachment was scrubbed... URL: From reich at adesso.de Mon Nov 3 12:33:50 2008 From: reich at adesso.de (Reich, Peter) Date: Mon, 3 Nov 2008 18:33:50 +0100 Subject: [rt-users] Cc recipients don't receive mail on Ticket creation Message-ID: Hello, We've got a problem with RT 3.8.1. When setting a Cc email address on ticket creation (in Firefox 3.0.1), the Cc recipient doesn't get a copy of the created ticket. When i reply to a ticket with a Cc email set, then an email will be sent. One-time Cc's doesn't work either when the field is set while answering a ticket. Only when sent a one-time Cc via checkbox a email will be sent. I can see Email Trasactions for the owner and recipients but no transaction for a cc on first try. All email adresses are known by RT. Is this behaviour a bug or a feature? Is this a known bug or shoud i report this. I didn't find any similar on rt3.fsck.com bye Peter Reich -- Peter Reich adesso AG T +49 231 930-8943 Stockholmer Allee 24 F +49 231 930-9331 44269 Dortmund E reich at adesso.de www.adesso.de ------------------------------------------------------- >>> business. people. technology. <<< ------------------------------------------------------- adesso AG mit Sitz in Dortmund Vorstand: Christoph Junge, Michael Kenfenheuer, Rainer Rudolf (Vors.), Dr. R?diger Striemer Vorsitzender des Aufsichtsrates: Prof. Dr. Volker Gruhn Amtsgericht Dortmund HRB 20663 From jpierce at cambridgeenergyalliance.org Mon Nov 3 13:46:11 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 3 Nov 2008 13:46:11 -0500 Subject: [rt-users] Cc recipients don't receive mail on Ticket creation In-Reply-To: References: Message-ID: Are you cc'ing multiple people and only some people get the copies, are is nobody getting a copy? I experience the former, when I forget what style of address delimiter a particular form uses... I've not had any problems of absolutely no messages being sent under 3.8.1 -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From cnelson at delivra.com Mon Nov 3 14:13:19 2008 From: cnelson at delivra.com (Chris Nelson) Date: Mon, 3 Nov 2008 14:13:19 -0500 Subject: [rt-users] Notify Owner on Steal In-Reply-To: <996ab0890811031045o19cfee85rad4f4ea0ac35a23e@mail.gmail.com> References: <8e313b7a0811030627qc18435av8c7478ce8579bb92@mail.gmail.com> <996ab0890811031045o19cfee85rad4f4ea0ac35a23e@mail.gmail.com> Message-ID: <8e313b7a0811031113p1f2511ebt93796b97ba700e80@mail.gmail.com> Right. I know about the permission. My concern is on notifying the current owner that the ticket has been stolen. Is there a way to send a message to the existing owner? On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover wrote: > Chris- > > You will need to enable "StealTicket" right on the proper Q. You can > assign those permissions to users/groups or to a role. This is done under > the configuration/Queues section. > > Matt > > On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson wrote: > >> Is there a way to notify the owner of a ticket when it's stolen? >> >> We are a small shop and only a few of us have access to RT. When one of us >> needs a ticket from another's queue - the fastest way to do it is to just >> click "steal" - is there a better way to do this process? (BTW, for everyone >> that's not an admin they get a message that says "you can only take tickets >> that are unowned" when they try to just change the owner through Basics...). >> >> -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 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From reich at adesso.de Mon Nov 3 14:20:11 2008 From: reich at adesso.de (Reich, Peter) Date: Mon, 3 Nov 2008 20:20:11 +0100 Subject: [rt-users] Cc recipients don't receive mail on Ticket creation References: Message-ID: An HTML attachment was scrubbed... URL: From stretchoutandwait at gmail.com Mon Nov 3 14:30:07 2008 From: stretchoutandwait at gmail.com (stretchoutandwait) Date: Mon, 3 Nov 2008 14:30:07 -0500 Subject: [rt-users] Changing RT's behaviour on ticket close In-Reply-To: <2d460de70810060318v7ccc4046ucb91ebe085f196e2@mail.gmail.com> References: <2d460de70810060318v7ccc4046ucb91ebe085f196e2@mail.gmail.com> Message-ID: <6fafefb40811031130k67bbf0dfgd74ff3a780acc76d@mail.gmail.com> Hello, Is there any particular reason why you want a reply rather than a comment? I have kept the resolve message as a comment, but then added this template (which I think is directly off the wiki): Subject: Resolved: {$Ticket->Subject} According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message. Comments about the resolution of this issue: { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols ( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); my $CommentObj = $Transactions->First; if( $CommentObj && $CommentObj->id ) { $resolution_comment = $CommentObj->Content; } $resolution_comment; } Then, in the scrips, I think the original on resolve scrip was 10, so I deleted it and created a 10b. It is: On Resolve, Notify Requestors, Global template: ResolveWithExplanation, Transaction Create. It accomplishes what we wanted. Now, since that resolve message is a comment, it can't be seen by users if they go into the web interface. Ours don't, but if yours do, I can see why the resolve message must be a reply. If anyone has a better way of doing this, I'd sure like to see it. On Mon, Oct 6, 2008 at 5:18 AM, Richard Hartmann < richih.mailinglist at gmail.com> wrote: > Hi all, > > while I was looking for a way to default to reply on resolve, not > comment on resolve (which I still did not find out how to as google has > way too many false positives), billybongo from #rt came up with a neat > idea. It should be possible not to send the "your ticket is closed" > blurb when you send out a reply. > > That should be easy to do via Scrips, but I could not make it work. > > > Any help? > Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Nov 3 14:51:49 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 03 Nov 2008 11:51:49 -0800 Subject: [rt-users] Help with messages Message-ID: <490F5655.7090609@lbl.gov> To RT List, I am having trouble with a "Mandatory" Custom Field. RT requires that the field be filled in when a ticket is created. I really just want it filled out before it is allowed to be "resolved". I can't think of any way to do this other than removing the "Mandatory" requirement and add a script that re-sets the Ticket Status value back to old value if the Custom Field is blank when they try to "resolve" the ticket. If I do that, I need to display some sort of error message and THAT is where I'm stuck. I do not know how to send/create an error message that will display like any other RT error message. Anyone ever done this before and can help? Thanks. Kenn LBNL From rich.mcdonough at worldgaming.com Mon Nov 3 14:53:53 2008 From: rich.mcdonough at worldgaming.com (Rich McDonough) Date: Mon, 3 Nov 2008 14:53:53 -0500 Subject: [rt-users] Allowing fulltext queries to search closed tickets Message-ID: <52502C46-E09F-43CB-8AC3-545421B05E4B@worldgaming.com> I'm fairly new to RT so please forgive me if this is a terribly obvious question. Our RT installation is only showing results for full text searches from open, new and stalled tickets, but we would like this to change to searching our entire ticket history by default. Here's the actual SQL statement that our database logs: LOG: statement: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND (main.Status != 'deleted') AND ( ( ( Attachments_2.Content ILIKE '%test%' ) ) AND ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) I have to assume that this is not too difficult to achieve, but I have yet to dig up where this query is being generated from. We're running version 3.8.1 on Postgres 8.3.4. Thanks for any assistance that anyone can offer! Thus far I've been very impressed with RT. Rich McDonough System Adminstrator Worldgaming rich.mcdonough at worldgaming.com From barnesaw at ucrwcu.rwc.uc.edu Mon Nov 3 15:05:53 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 03 Nov 2008 15:05:53 -0500 Subject: [rt-users] Cc recipients don't receive mail on Ticket creation In-Reply-To: References: Message-ID: <490F59A1.90600@ucrwcu.rwc.uc.edu> Make sure you have Notify Others scrips setup. I don't believe they come enabled by default. So OnCorrespond, NotifyOthers, With template _____ One-time CCs are considered others while CCs at create time are considered CCs. Reich, Peter wrote: > Hi Jerrad, > > I've tested cc only with one address. I haven't tested multiple people. > Only the first email ist missing. Mails are sent to the cc recipient > too, when i'm replying to a ticket which has a cc recipient. > Mails to Requester and Owner are beeing sent. > > Thanks for the fast answer. > > > bye > > Peter > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From jliebl at icdmail.com Mon Nov 3 15:06:52 2008 From: jliebl at icdmail.com (Jared Liebl) Date: Mon, 3 Nov 2008 15:06:52 -0500 Subject: [rt-users] 404 on Ubuntu 8.10 Message-ID: <09982993681C4E4F8645002EC61BD8500BDA0C@EXCHANGE1.icd.local> I'm trying to get RT 3.8.1 installed on a Ubuntu v8.10 server, and I seem to be setting it up wrong. I keep getting a 404 message when I try to access RT. I did find the instructions for upgrading a Ubuntu install from 3.6 to 3.8 (http://www.nabble.com/Re:-Ubuntu-RT-3.8-package-p19726512.html), but I'm not smart enough to figure out how to run the configure script properly to get it to install in the locations chosen by the Ubuntu package, so I'm trying to do a manual install. I started by loading my server as a Ubuntu LAMP server (I have some other stuff besides RT that I want to add to this machine later). Then I installed Mod Perl 2 and ran 'make fixdeps', and everything seemed to go well. I ran Make Install, and installed everything to the default directory (/opt/rt3/). Then I copied /opt/rt3/etc/RT_Config.pm to /opt/rt3/etc/RT_SiteConfig.pm, and changed the following lines: Set($rtname , "servername.domain.tld"); Set($Organization , "domain.tld"); Set($Timezone , 'US/Central'); Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , 'mypassword'); Set($WebPath, "/rt"); Set($WebBaseURL, 'http://servername.domain.tld' . RT->Config->Get('WebDomain') . ':' . RT->Config->Get('WebPort')); Finally, I modified my Apache configuration file (/etc/apache2/sites-available/default), so that it looks like this: ServerAdmin webmaster at localhost DocumentRoot /var/www/ Options FollowSymLinks AllowOverride None Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ AllowOverride None Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch Order allow,deny Allow from all ErrorLog /var/log/apache2/error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel warn CustomLog /var/log/apache2/access.log combined Alias /doc/ "/usr/share/doc/" Options Indexes MultiViews FollowSymLinks AllowOverride None Order deny,allow Deny from all Allow from 127.0.0.0/255.0.0.0 ::1/128 # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Order allow,deny Allow from all PerlRequire /opt/rt3/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason I can get a page to load at http://servername.domain.tld, but if I go to http://servername.domain.tld/rt, I get a 404: Not Found The requested URL /rt was not found on this server. Apache/2.2.9 (Ubuntu) PHP/5.2.6-2ubuntu4 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 Server at servername.domain.tld Port 80 /var/log/apache2/error.log reads: [error] [client 192.168.0.123] File does not exist: /var/www/rt I think that the problem should be easy to fix, if you know apache well. I'd really love to use RT 3.8 on Ubuntu. I'd rather not switch distributions, or use an earlier version. Does anyone have any suggestions for me? Thanks Jared Liebl MIS Manager - Wisconsin Region Industrial Controls Distributors From racke at linuxia.de Mon Nov 3 15:11:07 2008 From: racke at linuxia.de (Stefan Hornburg (Racke)) Date: Mon, 03 Nov 2008 21:11:07 +0100 Subject: [rt-users] 404 on Ubuntu 8.10 In-Reply-To: <09982993681C4E4F8645002EC61BD8500BDA0C@EXCHANGE1.icd.local> References: <09982993681C4E4F8645002EC61BD8500BDA0C@EXCHANGE1.icd.local> Message-ID: <490F5ADB.10108@linuxia.de> Jared Liebl wrote: > I'm trying to get RT 3.8.1 installed on a Ubuntu v8.10 server, and I > seem to be setting it up wrong. I keep getting a 404 message when I try > to access RT. > > I did find the instructions for upgrading a Ubuntu install from 3.6 to > 3.8 (http://www.nabble.com/Re:-Ubuntu-RT-3.8-package-p19726512.html), > but I'm not smart enough to figure out how to run the configure script > properly to get it to install in the locations chosen by the Ubuntu > package, so I'm trying to do a manual install. > > I started by loading my server as a Ubuntu LAMP server (I have some > other stuff besides RT that I want to add to this machine later). Then > I installed Mod Perl 2 and ran 'make fixdeps', and everything seemed to > go well. I ran Make Install, and installed everything to the default > directory (/opt/rt3/). > > Then I copied /opt/rt3/etc/RT_Config.pm to > /opt/rt3/etc/RT_SiteConfig.pm, and changed the following lines: > Set($rtname , "servername.domain.tld"); > Set($Organization , "domain.tld"); > Set($Timezone , 'US/Central'); > Set($DatabaseUser , 'rt_user'); > Set($DatabasePassword , 'mypassword'); > Set($WebPath, "/rt"); > Set($WebBaseURL, 'http://servername.domain.tld' . > RT->Config->Get('WebDomain') . ':' . RT->Config->Get('WebPort')); > > Finally, I modified my Apache configuration file > (/etc/apache2/sites-available/default), so that it looks like this: > > ServerAdmin webmaster at localhost > > DocumentRoot /var/www/ > > Options FollowSymLinks > AllowOverride None > > > Options Indexes FollowSymLinks MultiViews > AllowOverride None > Order allow,deny > allow from all > > > ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ > > AllowOverride None > Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch > Order allow,deny > Allow from all > > > ErrorLog /var/log/apache2/error.log > > # Possible values include: debug, info, notice, warn, error, > crit, > # alert, emerg. > LogLevel warn > > CustomLog /var/log/apache2/access.log combined > > Alias /doc/ "/usr/share/doc/" > > Options Indexes MultiViews FollowSymLinks > AllowOverride None > Order deny,allow > Deny from all > Allow from 127.0.0.0/255.0.0.0 ::1/128 > > > # as RT is out of document root then we want alias > # and should define directory access > Alias /rt/ /opt/rt3/share/html/ > > Order allow,deny > Allow from all > > > PerlRequire /opt/rt3/bin/webmux.pl > > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > > I can get a page to load at http://servername.domain.tld, but if I go to > http://servername.domain.tld/rt, I get a 404: > Not Found > The requested URL /rt was not found on this server. > Apache/2.2.9 (Ubuntu) PHP/5.2.6-2ubuntu4 with Suhosin-Patch > mod_perl/2.0.4 Perl/v5.10.0 Server at servername.domain.tld Port 80 > > /var/log/apache2/error.log reads: > [error] [client 192.168.0.123] File does not exist: /var/www/rt > > I think that the problem should be easy to fix, if you know apache well. > I'd really love to use RT 3.8 on Ubuntu. I'd rather not switch > distributions, or use an earlier version. > > Does anyone have any suggestions for me? Try to leave off the trailing slash on /rt/. Also I would suppose Alias /rt/ would override Location /rt/. Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team From alexsm at gmail.com Mon Nov 3 15:12:48 2008 From: alexsm at gmail.com (Alex Moura) Date: Mon, 3 Nov 2008 18:12:48 -0200 Subject: [rt-users] Error upgrading to RT 3.8.1 Message-ID: Greetings, Any hints regarding what to do next when the upgrading scripts spit this error? ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2 Commands executed: [admin at localhost ~/rt-3.8.1]# perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 > sql.queries [admin at localhost ~/rt-3.8.1]# mysql rt3 < sql.queries Thanks in advance, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From racke at linuxia.de Mon Nov 3 15:16:20 2008 From: racke at linuxia.de (Stefan Hornburg (Racke)) Date: Mon, 03 Nov 2008 21:16:20 +0100 Subject: [rt-users] Error upgrading to RT 3.8.1 In-Reply-To: References: Message-ID: <490F5C14.7080406@linuxia.de> Alex Moura wrote: > Greetings, > > Any hints regarding what to do next when the upgrading scripts spit this > error? > > ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2 > > Commands executed: > [admin at localhost ~/rt-3.8.1]# perl etc/upgrade/schema.mysql-4.0-4.1.pl > rt3 > sql.queries > [admin at localhost ~/rt-3.8.1]# mysql rt3 < sql.queries > What is line 210 in your sql.queries? Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team From alexsm at gmail.com Mon Nov 3 15:27:39 2008 From: alexsm at gmail.com (Alex Moura) Date: Mon, 3 Nov 2008 18:27:39 -0200 Subject: [rt-users] Error upgrading to RT 3.8.1 In-Reply-To: <490F5C14.7080406@linuxia.de> References: <490F5C14.7080406@linuxia.de> Message-ID: On 2008/11/3 Stefan Hornburg (Racke) wrote: > > > What is line 210 in your sql.queries? It's this: 210 ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Nov 3 16:00:48 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 03 Nov 2008 13:00:48 -0800 Subject: [rt-users] Question on Homepage settings Message-ID: <490F6680.6000900@lbl.gov> To all, I have my homepage options (3.6.6) set as: Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders RefreshHomepage)]); "MyAdminQueues" does show as an option and neither does "QuickCreate". However, on the bottom of every User's homepage, The "QuickCreate" option is there, even though it was not selected to be there by ANY of the Users. I do not understand how that can happen. Anyone with an idea on that problem? Thanks. Kenn LBNL From jpierce at cambridgeenergyalliance.org Mon Nov 3 16:05:43 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 3 Nov 2008 16:05:43 -0500 Subject: [rt-users] Allowing fulltext queries to search closed tickets In-Reply-To: <52502C46-E09F-43CB-8AC3-545421B05E4B@worldgaming.com> References: <52502C46-E09F-43CB-8AC3-545421B05E4B@worldgaming.com> Message-ID: On Mon, Nov 3, 2008 at 14:53, Rich McDonough wrote: > I'm fairly new to RT so please forgive me if this is a terribly > obvious question. Our RT installation is only showing results for full > text searches from open, new and stalled tickets, but we would like > this to change to searching our entire ticket history by default. > Here's the actual SQL statement that our database logs: > > LOG: statement: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN > Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id ) > JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = > Transactions_1.id ) WHERE (Transactions_1.ObjectType = 'RT::Ticket') > AND (main.Status != 'deleted') AND ( ( ( Attachments_2.Content ILIKE > '%test%' ) ) AND ( main.Status = 'new' OR main.Status = 'open' OR > main.Status = 'stalled' ) ) AND (main.Type = 'ticket') AND > (main.EffectiveId = main.id) > > I have to assume that this is not too difficult to achieve, but I have > yet to dig up where this query is being generated from. We're running > version 3.8.1 on Postgres 8.3.4. > > Thanks for any assistance that anyone can offer! Thus far I've been > very impressed with RT. > > This isn't a fulltext problem, an examination of the list archives will show that search behavior has changed to default to open tickets in 3.8 See http://wiki.bestpractical.com/view/SimpleSearchExcludeResolved for a patch to allow you to readily search on closed tickets. Alternatively, use the Edit Search query builder. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From monti.mail at gmail.com Mon Nov 3 16:17:08 2008 From: monti.mail at gmail.com (Monti gmail) Date: Mon, 3 Nov 2008 23:17:08 +0200 Subject: [rt-users] Anonymous email sender In-Reply-To: References: Message-ID: Hi, sorry to nag, anyone has the knowledge to assist with my issue below? Thank you. On Sun, Nov 2, 2008 at 11:03 AM, Monti gmail wrote: > Hi, > > I have set up RT and configured the mail correctly, when a user creates a > ticket he gets the Autoreply template content with "From:" field = Queue > Description. > When I reply to a ticket, the user gets the "From:" field with my name and > the queue email address. > > How can I set the "from:" field to be always the Queue Description? > I tried to edit the Blank template and put "From: Queue Desc." but it did > not work... > > any suggestions? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Nov 3 16:22:29 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Nov 2008 00:22:29 +0300 Subject: [rt-users] [PATCH] no empty or incomplete search results pages - ACL checks for ticket in SQL Message-ID: <589c94400811031322m667a5a99p90b108d60044eff9@mail.gmail.com> Hello, Users who are using RT for a while or in environment with interesting ACL setups may know that access control checks are done after actual search what may result in empty result sets, incorrect numbers of tickets in a result set. After several attempts I have finally something that works and I need a lot of feedback from people with setups on various DB backends and different ACL schemas. Patch applies on 3.8.1 (with some offsets) and 3.6.LATEST. Patch is not very intrusive and controlled by a config option, so you can disable it and jump to old version quickly. I'm looking for any feedback, positive and negative. It's very EASY to try. Apply the patch, "Set($UseSQLForACLChecks, 1);" in the config, stop and start web server. I think some DBs (old versions of mysql, Pg and may be Oracle) wouldn't be able to process fast new queries, especially for setups with complex ACL settings, but for some setups there must be performance improvement over the current behavior. Don't forget to mention RT version, DB server and its version, turn on logs of slow queries if you see performance degradations, explain slow queries before sending reports. Ah, and it's sure important to mention how ShowTicket right is granted to different groups and individuals. -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-3.6-ticket_acls_in_sql.patch Type: application/octet-stream Size: 9761 bytes Desc: not available URL: From ruz at bestpractical.com Mon Nov 3 16:26:59 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Nov 2008 00:26:59 +0300 Subject: [rt-users] Cc recipients don't receive mail on Ticket creation In-Reply-To: <490F59A1.90600@ucrwcu.rwc.uc.edu> References: <490F59A1.90600@ucrwcu.rwc.uc.edu> Message-ID: <589c94400811031326w48ef88a6j61e2dc2b3416ed03@mail.gmail.com> Actually you must make sure there is scrip: On Create Notify Cc with template X Or some variation that notifies Ccs by the way. On Mon, Nov 3, 2008 at 11:05 PM, Drew Barnes wrote: > Make sure you have Notify Others scrips setup. I don't believe they > come enabled by default. > > So OnCorrespond, NotifyOthers, With template _____ > > One-time CCs are considered others while CCs at create time are > considered CCs. > > Reich, Peter wrote: >> Hi Jerrad, >> >> I've tested cc only with one address. I haven't tested multiple people. >> Only the first email ist missing. Mails are sent to the cc recipient >> too, when i'm replying to a ticket which has a cc recipient. >> Mails to Requester and Owner are beeing sent. >> >> Thanks for the fast answer. >> >> >> bye >> >> Peter >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > -- > Drew Barnes > Applications Analyst > Network Resources Department > Raymond Walters College > University of Cincinnati > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Nov 3 16:39:47 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Nov 2008 00:39:47 +0300 Subject: [rt-users] Trouble getting Relationship Charts to render correctly in RT 3.8.1 In-Reply-To: <20305126.post@talk.nabble.com> References: <6A8A671AFE630144BC8AE1D84E6700B801217344@SR-ES-EMAIL01.canyonpartners.local> <20305126.post@talk.nabble.com> Message-ID: <589c94400811031339p5b7b74b7jade29cb95f14e879@mail.gmail.com> Can not reproduce this. Can you share more info about your setup? Apache version, perl version, mod_perl or fcgi and other things? On Mon, Nov 3, 2008 at 6:47 PM, abaumbro wrote: > > I'm seeing exactly the same problem with our test migration to 3.8.1 - did > you manage to resolve this? > > > Sean McCreadie wrote: >> >> RT: Couldn't find property handler for 'CF' and 'Type of Request' >> subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) >> > > -- > View this message in context: http://www.nabble.com/Trouble-getting-Relationship-Charts-to-render-correctly-in-RT-3.8.1-tp20169544p20305126.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From KFCrocker at lbl.gov Mon Nov 3 17:27:02 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 03 Nov 2008 14:27:02 -0800 Subject: [rt-users] Anonymous email sender In-Reply-To: References: Message-ID: <490F7AB6.9090005@lbl.gov> Monti, Try this: "From: {$Ticket->QueueObj->Name}". Make sure you have a blank line after any headers. Hope this helps. Kenn LBNL On 11/3/2008 1:17 PM, Monti gmail wrote: > Hi, sorry to nag, anyone has the knowledge to assist with my issue below? > Thank you. > > On Sun, Nov 2, 2008 at 11:03 AM, Monti gmail > wrote: > > Hi, > > I have set up RT and configured the mail correctly, when a user > creates a ticket he gets the Autoreply template content with "From:" > field = Queue Description. > When I reply to a ticket, the user gets the "From:" field with my > name and the queue email address. > > How can I set the "from:" field to be always the Queue Description? > I tried to edit the Blank template and put "From: Queue Desc." but > it did not work... > > any suggestions? > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mhoover at thectogroup.com Tue Nov 4 00:52:45 2008 From: mhoover at thectogroup.com (Matt Hoover) Date: Mon, 3 Nov 2008 21:52:45 -0800 Subject: [rt-users] Notify Owner on Steal In-Reply-To: <8e313b7a0811031113p1f2511ebt93796b97ba700e80@mail.gmail.com> References: <8e313b7a0811030627qc18435av8c7478ce8579bb92@mail.gmail.com> <996ab0890811031045o19cfee85rad4f4ea0ac35a23e@mail.gmail.com> <8e313b7a0811031113p1f2511ebt93796b97ba700e80@mail.gmail.com> Message-ID: <996ab0890811032152x322c6a45w2fdfc003a549c4b4@mail.gmail.com> I think this is what you are looking for... http://wiki.bestpractical.com/view/NotifyOwner Matt On Mon, Nov 3, 2008 at 11:13 AM, Chris Nelson wrote: > Right. I know about the permission. > > My concern is on notifying the current owner that the ticket has been > stolen. Is there a way to send a message to the existing owner? > > > On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover wrote: > >> Chris- >> >> You will need to enable "StealTicket" right on the proper Q. You can >> assign those permissions to users/groups or to a role. This is done under >> the configuration/Queues section. >> >> Matt >> >> On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson wrote: >> >>> Is there a way to notify the owner of a ticket when it's stolen? >>> >>> We are a small shop and only a few of us have access to RT. When one of >>> us needs a ticket from another's queue - the fastest way to do it is to just >>> click "steal" - is there a better way to do this process? (BTW, for everyone >>> that's not an admin they get a message that says "you can only take tickets >>> that are unowned" when they try to just change the owner through Basics...). >>> >>> -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 >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From olgierd at gmail.com Tue Nov 4 02:56:03 2008 From: olgierd at gmail.com (=?ISO-8859-2?Q?Olgierd_Zi=F3=B3ko?=) Date: Tue, 4 Nov 2008 08:56:03 +0100 Subject: [rt-users] Apache2, webmux issue: [error] Can't locate object method "Config" via package "RT" (...) - httpd does not start In-Reply-To: <20265993.post@talk.nabble.com> References: <20265993.post@talk.nabble.com> Message-ID: <57ca05690811032356kd97524em38ea88de7c85cb10@mail.gmail.com> Hi Sebastien, Thank you very much - I completely forgot about installed earlier rt 3.6 from packages. When I removed request-tracker3.6 rt3.6-apache2 rt3.6-clients rt3.6-rtfm apache started - uff - thank you. I don't had enough patience to trying to strace or sth. Now I'm fighting with another issue[1], but I think, that I can resolve this - now I have working Apache. [1] probably 2 instances of Mason? [Sun Nov 2 14:59:00 2008] [warning]: [Mason] Cannot resolve file to component: /usr/local/rt-3/share/html/index.html (is file outside component root?) at /usr/local/share/perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/usr/local/share/perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) Thank you, Sebastian 2008/11/2 Sebastien Lefevre : > > Hi Olgierd, > > I ran into the same kind of problem two days ago. > I first installed RT 3.6.x using debian packages, then installed 3.8.1 from > tarball to get the same error as yours. > Looked like the system-wide RT modules (/usr/share/request-tracker3.6/ or > something like that) were loaded instead of the ones located into /opt/rt3/ > (the new ones). > Simply removing the debian packages (request-tracker3.6) or making sure the > previous modules were not available was enough to solve the problem. > > However I'm very lazy and did not try to understand why the module search > path caused that. Shame on me. > > Hope it helps, > > -seb > > > > > Olgierd Zi??ko wrote: >> >> Hello, >> >> nice to meet you :) >> >> Yesterday I've installed version 3.8.1 on my debian box, and I can't start >> it. >> >> What I have: >> Debian "Etch" with 2.6.21-2 >> Apache 2.2.4 running with mod_perl/2.0.3 and Perl/v5.8.8 (fastcgi is >> currently disabled) and other modules >> RT 3.8.1 >> access to root account :) >> >> >> What I did: >> ./configure --prefix="/usr/local/rt-3" - successfull >> database and user created - successful >> config in etc/RT_SiteConfig.pm - done >> fixed all dependencies with make fixdeps >> tested all dependencies: "All dependencies have been found." >> successful 'make install' >> reinstall with perl -MCPAN -e'install Bundle::Apache2' >> reinstalled like above DBIx::SearchBuilder (desperation, yes) >> checked permissions of path to RT.pm - okay >> created /etc/apache2/inc/request-tracker included in >> /etc/apache2/sites-enabled/ssl-my.ssl.host.name (content: below) >> even tried "downgrade" rt to 3.8.0 - nothing changed >> >> What is going on: >> When I did 'apache2ctl graceful' apache silently died with (in error log): >> [Fri Oct 31 09:39:54 2008] [notice] Graceful restart requested, doing >> restart >> [Fri Oct 31 09:39:54 2008] [error] (9)Bad file descriptor: >> apr_socket_accept: (client socket) >> [Fri Oct 31 09:39:54 2008] [error] (9)Bad file descriptor: >> apr_socket_accept: (client socket) >> [Fri Oct 31 09:39:55 2008] [error] (9)Bad file descriptor: >> apr_socket_accept: (client socket) >> [Fri Oct 31 09:39:55 2008] [error] (9)Bad file descriptor: >> apr_socket_accept: (client socket) >> [Fri Oct 31 09:40:26 2008] [error] Can't locate object method "Config" >> via package "RT" at /usr/local/rt-3/bin/webmux.pl line 100.\nBEGIN >> failed--compilation aborted at /usr/local/rt-3/bin/webmux.pl line >> 101.\nCompilation failed in require at (eval 244) line 1.\n >> [Fri Oct 31 09:40:26 2008] [error] Can't load Perl file: >> /usr/local/rt-3/bin/webmux.pl for server my.ssl.host.name:443, >> exiting... >> >> ...and I had to comment out "Include /etc/apache2/inc/request-tracker" >> in in /etc/apache2/sites-enabled/ssl-my.ssl.host.name >> >> I'm writing here because I'm unfortunately not a perl hacker and I >> can't force "this things" to work. >> I've searched this list archive and web but I can't find anything >> corresponding. >> >> == /etc/apache2/inc/request-tracker >> Alias /rt "/usr/local/rt-3/share/html" >> AddDefaultCharset UTF-8 >> >> # PerlModule Apache::DBI >> PerlRequire "/usr/local/rt-3/bin/webmux.pl" >> >> >> AllowOverride All >> Options ExecCGI +FollowSymLinks >> >> >> >> SetHandler default >> >> >> >> SetHandler perl-script >> PerlResponseHandler RT::Mason >> # PerlHandler RT::Mason - this one was from >> http://wiki.bestpractical.com/view/DebianStableInstallGuide >> >> === end of /etc/apache2/inc/request-tracker >> >> === parts of /etc/apache2/sites-enabled/ssl-my.ssl.host.name >> NameVirtualHost ip.add.re.ss:443 >> >> SSLEngine on >> DocumentRoot /var/www/ >> [cut...] >> >> Include /etc/apache2/inc/some-file >> Include /etc/apache2/inc/some-other-file >> # commented out because server dies >> # Include /etc/apache2/inc/request-tracker >> >> === end of /etc/apache2/sites-enabled/ssl-my.host.name >> >> === /usr/local/rt-3/etc/RT_SiteConfig.pm >> Set( $rtname, 'my.ssl.host.name'); >> #Set(@Plugins,(qw(Extension::QuickDelete))); >> Set($Organization , "my.domain.name"); >> Set($OwnerEmail, 'rtowner'); >> Set($RTAddressRegexp, '^it\@my.host.name$'); >> Set($SMTPServer, 'localhost'); >> Set($SMTPFrom, 'it at my.host.name'); >> Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); >> Set($CommentAddress , 'RT_CommentAddressNotSet'); >> >> Set($MinimumPasswordLength , "8"); >> Set($Timezone , 'Europe/Warsaw'); >> >> Set($DatabaseType , 'mysql'); >> Set($DatabasePassword , 'very-long-pw'); >> >> Set($PlainTextPre, 1); >> Set($MaxAttachmentSize , 50000000); >> Set($WebDefaultStylesheet, 'web2'); >> >> Set($WebDomain, 'my.host.name' ); >> Set($WebPath, "/rt"); >> Set($WebPort, 443);# + ($< * 7274) % 32766 + ($< && 1024)); >> Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') . ':' . >> RT->Config->Get('WebPort')); >> Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . >> "/"); >> Set($WebSecureCookies, 1); >> Set( %GnuPG, >> Enable => 1, >> OutgoingMessagesFormat => 'RFC', # Inline >> AllowEncryptDataInDB => 0, >> ); >> 1; >> === end of RT_SiteConfig.pm >> >> Also I added to /etc/aliases: >> === >> it: "|/usr/local/rt-3/bin/rt-mailgate --queue 'General' --action >> correspond --url https://my.ssl.host.name/rt" >> === >> >> I have no clue :) >> >> >> >> Thanks in advance. >> >> best regards, >> -- >> Olgierd Ziolko >> "Real stupidity beats artificial intelligence every time." >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > -- > View this message in context: http://www.nabble.com/Apache2%2C-webmux-issue%3A--error--Can%27t-locate-object-method-%22Config%22-via-package-%22RT%22-%28...%29---httpd-does-not-start-tp20263778p20265993.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Olgierd Ziolko "Real stupidity beats artificial intelligence every time." From Gabriele.Franzini at nervianoms.com Tue Nov 4 06:29:14 2008 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Tue, 4 Nov 2008 12:29:14 +0100 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes3.8.x Message-ID: <20081104114007.391FE4D8005@diesel.bestpractical.com> Hello, Testing 0.06 on RT 3.8.1, we are observing the same behaviour as Sean when a new user tries to log in. The error message is: Can't call method "SetDisabled" on an undefined value at /opt/rt3pst/bin/../lib/RT/User_Overlay.pm line 1087. And the corresponding rows in the log are: Nov 4 12:06:15 socrate RT: Transaction->Create couldn't, as you didn't specify an object type and id (/opt/rt3pst/bin/../lib/RT/Record.pm:1439) Nov 4 12:06:15 socrate RT: Couldn't get principal for not loaded object (/opt/rt3pst/bin/../lib/RT/User_Overlay.pm:1113) Nov 4 12:06:15 socrate RT: RT::User::IsExternalPassword External Auth OK ( AD_LDAP ): franzga0 (/opt/rt3pst/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm: 281) Nov 4 12:06:15 socrate RT: Autocreated authenticated user franzga0 ( 52 ) (/opt/rt3pst/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/Externa lAuth/autohandler/Auth:64) Nov 4 12:06:15 socrate RT: No principal for user #52 (/opt/rt3pst/bin/../lib/RT/User_Overlay.pm:1120) Nov 4 12:06:21 socrate RT: No principal for user #52 (/opt/rt3pst/bin/../lib/RT/User_Overlay.pm:1120) Nov 4 12:06:21 socrate RT: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3pst/bin/../lib/RT/Group_Overlay.pm:1031) Nov 4 12:06:21 socrate RT: No principal for user #52 (/opt/rt3pst/bin/../lib/RT/User_Overlay.pm:1120) Nov 4 12:06:21 socrate RT: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3pst/bin/../lib/RT/Group_Overlay.pm:1031) Thanks a lot, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Italy tel +39 0331581477 fax +39 0331581456 --------------------------------------------- Sean McCreadie wrote: > Mike, > > Thank you for looking at my problem. I disabled the log stack traces > as you suggested and attached the new log file. Now I can see that it > is indeed authenticating my test user "Joe User" with my AD. The > attached log file contains the results of first logging in > successfully as root and then as Joe User. When I try to login as the > AD user in the web UI I get the following error in the browser: > > > Can't call method "SetDisabled" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087, line 514. It's a bit unusual. It seems that either the Autocreation is trying to re-use a principleID that already exists for the user, or for some reason it's creating the principle as a group instead of a user. Walking through the log: ************************************************************************ **** [Mon Nov 3 14:22:48 2008] [debug]: RT::User::IsPassword External auth SUCCEEDED (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:360 ) ExternalAuth checked your external source and is happy to allow access as the user provided. ************************************************************************ **** [Mon Nov 3 14:22:48 2008] [info]: Autocreated authenticated user juser ( 14 ) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:64) Because no principle exists with that username, a user is being autocreated by RT and it has been assigned the principleID (i.e. userID/groupID) 14. ************************************************************************ **** [Mon Nov 3 14:22:48 2008] [debug]: LDAP Search === Base: dc=canyonpartners,dc=local == Filter: (&(objectClass=*)(sAMAccountName=juser)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber, sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:853 ) Information about the user is being looked up in your specified info database for importing into RT. ************************************************************************ **** [Mon Nov 3 14:22:48 2008] [debug]: LDAP Search === Base: dc=canyonpartners,dc=local == Filter: (&(objectClass=*)(userAccountControl:1.2.840.113556.1.4.803:=2)(sAMAccou ntName=juser)) == Attrs: uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:893 ) RT is now looking to see if any results are returned when combining a search for the user specified and a search for disabled users. If a result is returned, the user should be set disabled, if not the user should be set enabled. In both cases, the method SetDisabled is used, just with different params for enable or disable. ************************************************************************ **** [Mon Nov 3 14:22:48 2008] [crit]: User #14 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) Critical failure. RT is trying to use the SetDisabled method to make sure the user is enabled, but for some reason, the account with principleID 14 is not a User object, it is a Group object, and you cannot use RT::User::SetDisabled on a group, therefore RT doesn't know what to do and bombs out. ************************************************************************ **** So, either Autocreate is re-using #14 that already exists as a group where it shouldn't, or Autocreate is creating a Group object not a User object. I would guess the former, but the details of Autocreate are beyond what I'm familiar with. Hope that helps. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Tue Nov 4 07:00:34 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 04 Nov 2008 12:00:34 +0000 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes3.8.x In-Reply-To: <20081104114007.391FE4D8005@diesel.bestpractical.com> References: <20081104114007.391FE4D8005@diesel.bestpractical.com> Message-ID: <49103962.9040305@jennic.com> Franzini, Gabriele [Nervianoms] wrote: > Hello, > Testing 0.06 on RT 3.8.1, we are observing the same behaviour as Sean > when a new user tries to log in. Yes has also been reported as a bug on rt.perl.org. Working on it asap. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From ruz at bestpractical.com Tue Nov 4 08:42:24 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Nov 2008 16:42:24 +0300 Subject: [rt-users] Cc recipients don't receive mail on Ticket creation In-Reply-To: References: <490F59A1.90600@ucrwcu.rwc.uc.edu> <589c94400811031326w48ef88a6j61e2dc2b3416ed03@mail.gmail.com> Message-ID: <589c94400811040542u3573dc5el59f72d6ed65509f4@mail.gmail.com> Peter forgot to cc the list. ---------- Forwarded message ---------- From: Reich, Peter Date: Tue, Nov 4, 2008 at 2:30 PM Subject: AW: [rt-users] Cc recipients don't receive mail on Ticket creation To: Ruslan Zakirov Hi, yes,that's it. You are right, the NotifyCc Scrip is missing. X-) Thanks for the help... Peter ________________________________ Von: ruslan.zakirov at gmail.com im Auftrag von Ruslan Zakirov Gesendet: Mo 03.11.2008 22:26 An: Drew Barnes Cc: Reich, Peter; rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Cc recipients don't receive mail on Ticket creation Actually you must make sure there is scrip: On Create Notify Cc with template X Or some variation that notifies Ccs by the way. On Mon, Nov 3, 2008 at 11:05 PM, Drew Barnes wrote: > Make sure you have Notify Others scrips setup. I don't believe they > come enabled by default. > > So OnCorrespond, NotifyOthers, With template _____ > > One-time CCs are considered others while CCs at create time are > considered CCs. > > Reich, Peter wrote: >> Hi Jerrad, >> >> I've tested cc only with one address. I haven't tested multiple people. >> Only the first email ist missing. Mails are sent to the cc recipient >> too, when i'm replying to a ticket which has a cc recipient. >> Mails to Requester and Owner are beeing sent. >> >> Thanks for the fast answer. >> >> >> bye >> >> Peter >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > -- > Drew Barnes > Applications Analyst > Network Resources Department > Raymond Walters College > University of Cincinnati > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. -- Best regards, Ruslan. From ktm at rice.edu Tue Nov 4 08:51:42 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 4 Nov 2008 07:51:42 -0600 Subject: [rt-users] MySQL FULLTEXT searching In-Reply-To: <26face530810311842i76e429fbv8455452020055bb0@mail.gmail.com> References: <26face530810311842i76e429fbv8455452020055bb0@mail.gmail.com> Message-ID: <20081104135142.GO18362@it.is.rice.edu> On Fri, Oct 31, 2008 at 06:42:57PM -0700, Kelly Jones wrote: > Can RT support MySQL fulltext searching? > > I can easily create a FULLTEXT index on Attachments, but can I add > this to the web interface somehow? I think that RT needs/requires InnoDB tables to function properly. FULLTEXT indexes in MySQL only work with MyISAM tables, per the documentation. There is a patch in the wiki to add FULLTEXT to RT with an Oracle backend and a very similar patch would work with a PostgreSQL backend. We are planning to use PostgreSQL with FULLTEXT here and will submit an item to the wiki once we have it working. Ken > > Searching for "Content matches 'whatever'" is unusuably slow, > especially when you have tons of large binary attachments (the > $DontSearchFileAttachments setting doesn't seem to help much). > From mike.peachey at jennic.com Tue Nov 4 09:12:13 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 04 Nov 2008 14:12:13 +0000 Subject: [rt-users] Don't upgrade to RT::Authen::ExternalAuth v0.06 just yet. In-Reply-To: <490CA3DB.1080008@jennic.com> References: <490CA3DB.1080008@jennic.com> Message-ID: <4910583D.2040008@jennic.com> Mike Peachey wrote: > Evening All, > > I am proud to announce the official release of RT::Authen::ExternalAuth > v0.06 Ok, I *was* proud. We seem to have come across a bit of a serious bug in the user auto-creation mechanism that we are working on resolving at the moment. If all of your users already exist in RT and you don't expect to add new users for some time, or you add your users into RT manually and then just authenticate them against LDAP, then feel free to upgrade to v0.06. However if you have been waiting to upgrade to RT-3.8.x until ExternalAuth was available for it, I recommend holding off while we get this little issue sorted out and release v0.07. Sorry for the hold-up. -- 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 lars at oddbit.com Tue Nov 4 09:56:21 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Tue, 4 Nov 2008 09:56:21 -0500 Subject: [rt-users] "On Due Date Changed" action? Message-ID: Hello all, I'd like to set up a mechanism that ensures that when the due date on a ticket is updated, the due date on any tickets that depend on it will also changes. I think I can make a custom scrip that uses the "On Transaction" condition, and then propogates the date change up the ladder. This seems like an awful big hammer, since it would run for every transaction. Is there a way to detect whether or not the due date is being updated as part of the transaction? Thanks, -- Lars Kellogg-Stedman From darvin.denmian at gmail.com Tue Nov 4 10:34:28 2008 From: darvin.denmian at gmail.com (Darvin Denmian) Date: Tue, 4 Nov 2008 13:34:28 -0200 Subject: [rt-users] Changing Password Message-ID: Hello List, i need to know: there is a way to unprivileged users change their own password? Thks !! From cnelson at delivra.com Tue Nov 4 10:51:57 2008 From: cnelson at delivra.com (Chris Nelson) Date: Tue, 4 Nov 2008 10:51:57 -0500 Subject: [rt-users] Notify Owner on Steal In-Reply-To: <996ab0890811032152x322c6a45w2fdfc003a549c4b4@mail.gmail.com> References: <8e313b7a0811030627qc18435av8c7478ce8579bb92@mail.gmail.com> <996ab0890811031045o19cfee85rad4f4ea0ac35a23e@mail.gmail.com> <8e313b7a0811031113p1f2511ebt93796b97ba700e80@mail.gmail.com> <996ab0890811032152x322c6a45w2fdfc003a549c4b4@mail.gmail.com> Message-ID: <8e313b7a0811040751oc85c536h4a474d0fe9444ec@mail.gmail.com> Matt, Thanks for the help! However, that does not seem to work on the *steal* condition - only when ownership is changed in other ways. Is something wrong with my configuration or is that the way it's supposed to work? -Chris On Tue, Nov 4, 2008 at 12:52 AM, Matt Hoover wrote: > I think this is what you are looking for... > > http://wiki.bestpractical.com/view/NotifyOwner > > Matt > > > On Mon, Nov 3, 2008 at 11:13 AM, Chris Nelson wrote: > >> Right. I know about the permission. >> >> My concern is on notifying the current owner that the ticket has been >> stolen. Is there a way to send a message to the existing owner? >> >> >> On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover wrote: >> >>> Chris- >>> >>> You will need to enable "StealTicket" right on the proper Q. You can >>> assign those permissions to users/groups or to a role. This is done under >>> the configuration/Queues section. >>> >>> Matt >>> >>> On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson wrote: >>> >>>> Is there a way to notify the owner of a ticket when it's stolen? >>>> >>>> We are a small shop and only a few of us have access to RT. When one of >>>> us needs a ticket from another's queue - the fastest way to do it is to just >>>> click "steal" - is there a better way to do this process? (BTW, for everyone >>>> that's not an admin they get a message that says "you can only take tickets >>>> that are unowned" when they try to just change the owner through Basics...). >>>> >>>> -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 >>>> >>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From abaumbro at canada.com Tue Nov 4 11:09:18 2008 From: abaumbro at canada.com (abaumbro) Date: Tue, 4 Nov 2008 08:09:18 -0800 (PST) Subject: [rt-users] Trouble getting Relationship Charts to render correctly in RT 3.8.1 In-Reply-To: <589c94400811031339p5b7b74b7jade29cb95f14e879@mail.gmail.com> References: <6A8A671AFE630144BC8AE1D84E6700B801217344@SR-ES-EMAIL01.canyonpartners.local> <20305126.post@talk.nabble.com> <589c94400811031339p5b7b74b7jade29cb95f14e879@mail.gmail.com> Message-ID: <20325321.post@talk.nabble.com> We're running: - Apache 2.2.3 - Perl 5.8.8 - mod_perl 2.02 - GraphViz 2.02 - GD 2.41 - GD::Image 2.27 - mysql 5.0.32 This is a test migration from RT 3.4.5 - we did do the double-step database upgrade, and aren't experiencing any other problems. The symptoms are exactly as identified by Sean McCreadie. Anything else you need to know? Alan. Ruslan Zakirov-2 wrote: > > Can not reproduce this. Can you share more info about your setup? > Apache version, perl version, mod_perl or fcgi and other things? > > -- View this message in context: http://www.nabble.com/Trouble-getting-Relationship-Charts-to-render-correctly-in-RT-3.8.1-tp20169544p20325321.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From monti.mail at gmail.com Tue Nov 4 11:20:53 2008 From: monti.mail at gmail.com (Monti gmail) Date: Tue, 4 Nov 2008 18:20:53 +0200 Subject: [rt-users] "Take" action to move queue In-Reply-To: References: Message-ID: Hi again, I'll try to be clearer, how can I change the "Take" action for un-owned ticket so it will also move the ticket to "Investigation" queue? On Sun, Nov 2, 2008 at 4:49 PM, Monti gmail wrote: > Hi All, > > I have set up 3 queues in RT: Inbox, Spam, Investigation. > All tickets are open against Inbox queue, than onDuty engineer needs to > inspect the ticket and decide if it is a spam or a real ticket. > If it is a spam, the ticket will be moved to the Spam queue and if it is > real it will be moved to Investigation queue. > > I am looking for a way to shorten the steps of moving a ticket to different > queue by modifying the "Take" action to also move the queue and add another > action "Spam" to move the tickets to the Spam queue and close the ticket. > > I searched the Wiki and the rt-users forum and could not find a way to do > it, if anyone had implemented this I will be thankful to get some advices. > > Cheers, > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Tue Nov 4 11:56:51 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 04 Nov 2008 08:56:51 -0800 Subject: [rt-users] Changing Password In-Reply-To: References: Message-ID: <6.2.1.2.2.20081104085602.02710cd0@mail.sdsu.edu> Give "ModifySelf" permission to Unprivileged. At 07:34 AM 11/4/2008, Darvin Denmian wrote: >Hello List, > >i need to know: there is a way to unprivileged users change their own >password? > >Thks !! >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: 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 simon at widgit.com Tue Nov 4 12:13:49 2008 From: simon at widgit.com (Simon Detheridge) Date: Tue, 4 Nov 2008 17:13:49 +0000 (GMT) Subject: [rt-users] Sage ACT integration? Message-ID: <1434154147.261851225818829263.JavaMail.root@ken> Hi folks, Has anyone successfully managed to get RT to talk to the ACT CRM system in any way? I'm being asked about it and "rt act integration" is something that's really hard to google for! Thanks, Simon From darvin.denmian at gmail.com Tue Nov 4 12:23:44 2008 From: darvin.denmian at gmail.com (Darvin Denmian) Date: Tue, 4 Nov 2008 15:23:44 -0200 Subject: [rt-users] Changing Password In-Reply-To: <6.2.1.2.2.20081104085602.02710cd0@mail.sdsu.edu> References: <6.2.1.2.2.20081104085602.02710cd0@mail.sdsu.edu> Message-ID: Great, thanks for reply On Tue, Nov 4, 2008 at 2:56 PM, Gene LeDuc wrote: > Give "ModifySelf" permission to Unprivileged. > > At 07:34 AM 11/4/2008, Darvin Denmian wrote: >> >> Hello List, >> >> i need to know: there is a way to unprivileged users change their own >> password? >> >> Thks !! >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 KFCrocker at lbl.gov Tue Nov 4 12:24:18 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Nov 2008 09:24:18 -0800 Subject: [rt-users] Notify Owner on Steal In-Reply-To: <8e313b7a0811040751oc85c536h4a474d0fe9444ec@mail.gmail.com> References: <8e313b7a0811030627qc18435av8c7478ce8579bb92@mail.gmail.com> <996ab0890811031045o19cfee85rad4f4ea0ac35a23e@mail.gmail.com> <8e313b7a0811031113p1f2511ebt93796b97ba700e80@mail.gmail.com> <996ab0890811032152x322c6a45w2fdfc003a549c4b4@mail.gmail.com> <8e313b7a0811040751oc85c536h4a474d0fe9444ec@mail.gmail.com> Message-ID: <49108542.9@lbl.gov> Chris, Actually, you also need to check if the old owner was "Nobody". I use this scrip condition: # # check transaction as an owner change; no spam for "nobody" # my $transaction = $self->TransactionObj; return 0 unless $self->TransactionObj->Field eq 'Owner'; return 0 if $self->TransactionObj->OldValue == $self->TransactionObj->Creator; return 1 if $self->TransactionObj->OldValue != RT::Nobody()->id(); return 0; This will cause the notification to continue ONLY if the old owner was NOT "Nobody". Unless I'm missing something, that is basically a steal. Hope this helps. Kenn LBNL On 11/4/2008 7:51 AM, Chris Nelson wrote: > Matt, > > Thanks for the help! > > However, that does not seem to work on the *steal* condition - only when > ownership is changed in other ways. Is something wrong with my > configuration or is that the way it's supposed to work? > > -Chris > > On Tue, Nov 4, 2008 at 12:52 AM, Matt Hoover > wrote: > > I think this is what you are looking for... > > http://wiki.bestpractical.com/view/NotifyOwner > > Matt > > > On Mon, Nov 3, 2008 at 11:13 AM, Chris Nelson > wrote: > > Right. I know about the permission. > > My concern is on notifying the current owner that the ticket has > been stolen. Is there a way to send a message to the existing owner? > > > On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover > > wrote: > > Chris- > > You will need to enable "StealTicket" right on the proper > Q. You can assign those permissions to users/groups or to a > role. This is done under the configuration/Queues section. > > Matt > > On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson > > wrote: > > Is there a way to notify the owner of a ticket when it's > stolen? > > We are a small shop and only a few of us have access to > RT. When one of us needs a ticket from another's queue - > the fastest way to do it is to just click "steal" - is > there a better way to do this process? (BTW, for > everyone that's not an admin they get a message that > says "you can only take tickets that are unowned" when > they try to just change the owner through Basics...). > > -Chris > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Tue Nov 4 12:28:55 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Nov 2008 09:28:55 -0800 Subject: [rt-users] "Take" action to move queue In-Reply-To: References: Message-ID: <49108657.1090506@lbl.gov> Monti, I would have a user-defined condition to check if the transaction is a "Take" and the previous owner was nobody and any other condition and then in the user-defined "Clean-up" code I would set the Queue to whatever. Hope this helps. Kenn LBNL On 11/4/2008 8:20 AM, Monti gmail wrote: > Hi again, > > I'll try to be clearer, how can I change the "Take" action for un-owned > ticket so it will also move the ticket to "Investigation" queue? > > On Sun, Nov 2, 2008 at 4:49 PM, Monti gmail > wrote: > > Hi All, > > I have set up 3 queues in RT: Inbox, Spam, Investigation. > All tickets are open against Inbox queue, than onDuty engineer needs > to inspect the ticket and decide if it is a spam or a real ticket. > If it is a spam, the ticket will be moved to the Spam queue and if > it is real it will be moved to Investigation queue. > > I am looking for a way to shorten the steps of moving a ticket to > different queue by modifying the "Take" action to also move the > queue and add another action "Spam" to move the tickets to the Spam > queue and close the ticket. > > I searched the Wiki and the rt-users forum and could not find a way > to do it, if anyone had implemented this I will be thankful to get > some advices. > > Cheers, > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Tue Nov 4 12:33:19 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Nov 2008 09:33:19 -0800 Subject: [rt-users] Homepage display question Message-ID: <4910875F.2090901@lbl.gov> To all, I haven't heard from anyone yet. I'm on RT 3.6.6 and have set my homepage configuration as: Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders RefreshHomepage)]); "MyAdminQueues" does show as an option and neither does "QuickCreate", which is correct. However, on the bottom of every User's homepage, The "QuickCreate" option is there, even though it was not selected (AND ALSO NOT available as a choice). I do not understand how that can happen. Anyone with an idea on that problem? Thanks. Kenn LBNL From jtollerton at zoominternet.net Tue Nov 4 13:07:32 2008 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Tue, 04 Nov 2008 13:07:32 -0500 Subject: [rt-users] Force email of text/plain files to be attachments instead of inline Message-ID: <49108F64.1010002@zoominternet.net> When adding text files as attachments to emails on RT 3.8.1 the system seems to always include them inline instead of as attachments. This causes the attachment to be difficult to access for the recipient. I need to be able to send small license files to requestors with a particular file name. The files themselves are about as human-readable as pem encoded x509 certificates, so accidental changes would be likely and it's confusing to the requestor. The filename needs to be preserved as well. I already have Set(SuppressInlineTextFiles,1); but that only seems to effect the web interface, not emails that are being sent out. Thanks, -Jon From barnesaw at ucrwcu.rwc.uc.edu Tue Nov 4 14:22:48 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 04 Nov 2008 14:22:48 -0500 Subject: [rt-users] Homepage display question In-Reply-To: <4910875F.2090901@lbl.gov> References: <4910875F.2090901@lbl.gov> Message-ID: <4910A108.7030509@ucrwcu.rwc.uc.edu> I suspect that was an option that existed in individual preferences. Have you tried having a user hit the Reset to default button under their At-a-glance prefs? Have you set defaults (or is that only a 3.8.x thing?)? The config file option, I think, only displays what is available when you set up your own page, I don't believe it disables something which is already set. Kenneth Crocker wrote: > To all, > > > > I haven't heard from anyone yet. I'm on RT 3.6.6 and have set my > homepage configuration as: > > Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders > RefreshHomepage)]); > > "MyAdminQueues" does show as an option and neither does > "QuickCreate", which is correct. However, on the bottom of every User's > homepage, The "QuickCreate" option is there, even though it was not > selected (AND ALSO NOT available as a choice). I do not understand how > that can happen. Anyone with an idea on that problem? 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 > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From KFCrocker at lbl.gov Tue Nov 4 15:38:01 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Nov 2008 12:38:01 -0800 Subject: [rt-users] Homepage display question In-Reply-To: <4910A108.7030509@ucrwcu.rwc.uc.edu> References: <4910875F.2090901@lbl.gov> <4910A108.7030509@ucrwcu.rwc.uc.edu> Message-ID: <4910B2A9.7090905@lbl.gov> Drew, Well, obviously, I could be wrong, but it was my understanding that the point of the selection list for a home page was to determine what was to be displayed. If it is NOT on the selection list and is NOT selected, I don't understand why it is displayed. I'm surprised no one else has noticed this. Kenn LBNL On 11/4/2008 11:22 AM, Drew Barnes wrote: > I suspect that was an option that existed in individual preferences. > Have you tried having a user hit the Reset to default button under their > At-a-glance prefs? Have you set defaults (or is that only a 3.8.x thing?)? > > The config file option, I think, only displays what is available when > you set up your own page, I don't believe it disables something which is > already set. > > > Kenneth Crocker wrote: >> To all, >> >> >> >> I haven't heard from anyone yet. I'm on RT 3.6.6 and have set my >> homepage configuration as: >> >> Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders >> RefreshHomepage)]); >> >> "MyAdminQueues" does show as an option and neither does >> "QuickCreate", which is correct. However, on the bottom of every >> User's homepage, The "QuickCreate" option is there, even though it was >> not selected (AND ALSO NOT available as a choice). I do not understand >> how that can happen. Anyone with an idea on that problem? 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 lars at oddbit.com Tue Nov 4 15:52:41 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Tue, 4 Nov 2008 15:52:41 -0500 Subject: [rt-users] "On Due Date Changed" action? In-Reply-To: References: Message-ID: > I'd like to set up a mechanism that ensures that when the due date on > a ticket is updated, the due date on any tickets that depend on it > will also changes. Well, it took a little research, but this seems to work (inspired by http://wiki.bestpractical.com/view/OpenDependantsOnResolve): Custom condition: if ( ( $self->TransactionObj->Field || '' ) eq 'Due' && $self->TicketObj->DueObj->Unix > 0) { return(1); } return undef; Custom action preparation code: 1; Custom action cleanup code: use RT::Date; my $parents = $self->TicketObj->DependedOnBy; my $id = $self->TicketObj->id; my $dueDate = $self->TicketObj->DueObj; while( my $l = $parents->Next ) { next unless( $l->BaseURI->IsLocal ); next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ ); # Only update the parent due date if it's already set. next unless defined $l->BaseObj->DueObj->Unix > 0; my $parentDueDate = $l->BaseObj->DueObj; next unless $parentDueDate->Diff($dueDate) < 0; $l->BaseObj->Comment(Content => <AsString}. The due date on this ticket has been updated accordingly. END $l->BaseObj->SetDue($dueDate->ISO); } 1; -- Lars Kellogg-Stedman From barnesaw at ucrwcu.rwc.uc.edu Tue Nov 4 16:16:30 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 04 Nov 2008 16:16:30 -0500 Subject: [rt-users] Homepage display question In-Reply-To: <4910B2A9.7090905@lbl.gov> References: <4910875F.2090901@lbl.gov> <4910A108.7030509@ucrwcu.rwc.uc.edu> <4910B2A9.7090905@lbl.gov> Message-ID: <4910BBAE.50205@ucrwcu.rwc.uc.edu> I meant the user had prefs set up before you changed the config file option. AFAIK the config file option only lists what shows is available, it doesn't actually remove a pref that is already set individually. Check in the Attributes table with select * from Attributes where Name like '%HomepageSettings'; Those are serialized preferences for the RT-at-a-glance pages. One should be for RT::System, while any others will be for RT::User and an id in the next field. I believe you can blow those away (after backing up your db) to reset their views. I can't find it at the moment but I believe there was a write-up on the wiki for how to reset those prefs for everyone to be what you want. Kenneth Crocker wrote: > Drew, > > > Well, obviously, I could be wrong, but it was my understanding > that the point of the selection list for a home page was to determine > what was to be displayed. If it is NOT on the selection list and is > NOT selected, I don't understand why it is displayed. I'm surprised no > one else has noticed this. > > > Kenn > LBNL > > On 11/4/2008 11:22 AM, Drew Barnes wrote: >> I suspect that was an option that existed in individual preferences. >> Have you tried having a user hit the Reset to default button under >> their At-a-glance prefs? Have you set defaults (or is that only a >> 3.8.x thing?)? >> >> The config file option, I think, only displays what is available when >> you set up your own page, I don't believe it disables something which >> is already set. >> >> >> Kenneth Crocker wrote: >>> To all, >>> >>> >>> >>> I haven't heard from anyone yet. I'm on RT 3.6.6 and have set >>> my homepage configuration as: >>> >>> Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders >>> RefreshHomepage)]); >>> >>> "MyAdminQueues" does show as an option and neither does >>> "QuickCreate", which is correct. However, on the bottom of every >>> User's homepage, The "QuickCreate" option is there, even though it >>> was not selected (AND ALSO NOT available as a choice). I do not >>> understand how that can happen. Anyone with an idea on that problem? >>> 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 >>> >> > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From KFCrocker at lbl.gov Tue Nov 4 17:06:52 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Nov 2008 14:06:52 -0800 Subject: [rt-users] Homepage display question In-Reply-To: <4910BBAE.50205@ucrwcu.rwc.uc.edu> References: <4910875F.2090901@lbl.gov> <4910A108.7030509@ucrwcu.rwc.uc.edu> <4910B2A9.7090905@lbl.gov> <4910BBAE.50205@ucrwcu.rwc.uc.edu> Message-ID: <4910C77C.80204@lbl.gov> Drew, Super info. Thanks. I'll test it out and see what happens. However, I did have a user that was a first time use and her homepage also had the "QuickCreate" at the bottom of the page. Anyway, as long as I can get ride of it, I'll be OK. Thanks again. Kenn LBNL On 11/4/2008 1:16 PM, Drew Barnes wrote: > I meant the user had prefs set up before you changed the config file > option. AFAIK the config file option only lists what shows is > available, it doesn't actually remove a pref that is already set > individually. Check in the Attributes table with select * from > Attributes where Name like '%HomepageSettings'; Those are serialized > preferences for the RT-at-a-glance pages. > One should be for RT::System, while any others will be for RT::User and > an id in the next field. I believe you can blow those away (after > backing up your db) to reset their views. > > I can't find it at the moment but I believe there was a write-up on the > wiki for how to reset those prefs for everyone to be what you want. > > > Kenneth Crocker wrote: >> Drew, >> >> >> Well, obviously, I could be wrong, but it was my understanding >> that the point of the selection list for a home page was to determine >> what was to be displayed. If it is NOT on the selection list and is >> NOT selected, I don't understand why it is displayed. I'm surprised no >> one else has noticed this. >> >> >> Kenn >> LBNL >> >> On 11/4/2008 11:22 AM, Drew Barnes wrote: >>> I suspect that was an option that existed in individual preferences. >>> Have you tried having a user hit the Reset to default button under >>> their At-a-glance prefs? Have you set defaults (or is that only a >>> 3.8.x thing?)? >>> >>> The config file option, I think, only displays what is available when >>> you set up your own page, I don't believe it disables something which >>> is already set. >>> >>> >>> Kenneth Crocker wrote: >>>> To all, >>>> >>>> >>>> >>>> I haven't heard from anyone yet. I'm on RT 3.6.6 and have set >>>> my homepage configuration as: >>>> >>>> Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders >>>> RefreshHomepage)]); >>>> >>>> "MyAdminQueues" does show as an option and neither does >>>> "QuickCreate", which is correct. However, on the bottom of every >>>> User's homepage, The "QuickCreate" option is there, even though it >>>> was not selected (AND ALSO NOT available as a choice). I do not >>>> understand how that can happen. Anyone with an idea on that problem? >>>> 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 c_apotla at qualcomm.com Wed Nov 5 01:09:19 2008 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 4 Nov 2008 22:09:19 -0800 Subject: [rt-users] Problem viewing metrics.html Message-ID: Hello List, I have just isolated an issue that I faced in IE 6 but not FF. When I view the /rt/Tools/Reports/metrics.html on IE-6 it(the browser) crashes but the same works on FireFox. This I noticed with version 3.6.5 and 3.8.1 as well. Can someone who has some idea about this help out? (I have a feeling it has something to do with calendar) -Ashish From v.wawryk at science-computing.de Wed Nov 5 06:00:45 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Wed, 05 Nov 2008 12:00:45 +0100 Subject: [rt-users] Stalled tickets on RT At A Glance In-Reply-To: <490856ED.404@grupoirapida.com.br> References: <490856ED.404@grupoirapida.com.br> Message-ID: <49117CDD.5090802@science-computing.de> Hi, when you are on the "RT At A Glance" site you see your highest priority tickets and on the right hand site an "edit". Follow it and on the new page follow "Search - My Tickets", add "stalled" to your search save it. That should do. Regards, Violetta Reginaldo Russinholi schrieb: > Hi all, > > Is it possible to put my stalled tickets on "RT At A Glance" view? > > > I mean, where is showed the > "10 > highest priority tickets I own" I want to show the stalled tickets that I own. > Is it possible? -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 From victor.farina at queres.es Wed Nov 5 07:43:13 2008 From: victor.farina at queres.es (=?ISO-8859-1?Q?Victor_Fari=F1a_Infante?=) Date: Wed, 5 Nov 2008 13:43:13 +0100 Subject: [rt-users] Allow a corporate to view all tickets of her employees Message-ID: <61951c260811050443r1d2be7f5q9b4d56359d0c7d7e@mail.gmail.com> Hello, I am using RT for about 3 months, and we like it a lot. Our problem is that we have 3 possible Ticket Openers (all from the same company) and when one login on the web inetrface can only see his own tickets, I would like that every contact of a company can see all Tickets from the users from his company. Is this possible ?? Thanks -- Victor Fari?a Infante Responsable Tecnolog?as Tlf. +34 981 90 90 10 http://www.queres.es -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Nov 5 08:44:19 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 05 Nov 2008 08:44:19 -0500 Subject: [rt-users] Homepage display question In-Reply-To: <4910C77C.80204@lbl.gov> References: <4910875F.2090901@lbl.gov> <4910A108.7030509@ucrwcu.rwc.uc.edu> <4910B2A9.7090905@lbl.gov> <4910BBAE.50205@ucrwcu.rwc.uc.edu> <4910C77C.80204@lbl.gov> Message-ID: <4911A333.4000106@ucrwcu.rwc.uc.edu> Kenn, Fresh in the morning helps greatly. Found the link that should help you. http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance Drew Kenneth Crocker wrote: > Drew, > > > Super info. Thanks. I'll test it out and see what happens. > However, I did have a user that was a first time use and her homepage > also had the "QuickCreate" at the bottom of the page. Anyway, as long > as I can get ride of it, I'll be OK. Thanks again. > > > Kenn > LBNL > > On 11/4/2008 1:16 PM, Drew Barnes wrote: >> I meant the user had prefs set up before you changed the config file >> option. AFAIK the config file option only lists what shows is >> available, it doesn't actually remove a pref that is already set >> individually. Check in the Attributes table with select * from >> Attributes where Name like '%HomepageSettings'; Those are serialized >> preferences for the RT-at-a-glance pages. >> One should be for RT::System, while any others will be for RT::User >> and an id in the next field. I believe you can blow those away >> (after backing up your db) to reset their views. >> >> I can't find it at the moment but I believe there was a write-up on >> the wiki for how to reset those prefs for everyone to be what you want. >> >> >> Kenneth Crocker wrote: >>> Drew, >>> >>> >>> Well, obviously, I could be wrong, but it was my understanding >>> that the point of the selection list for a home page was to >>> determine what was to be displayed. If it is NOT on the selection >>> list and is NOT selected, I don't understand why it is displayed. >>> I'm surprised no one else has noticed this. >>> >>> >>> Kenn >>> LBNL >>> >>> On 11/4/2008 11:22 AM, Drew Barnes wrote: >>>> I suspect that was an option that existed in individual >>>> preferences. Have you tried having a user hit the Reset to default >>>> button under their At-a-glance prefs? Have you set defaults (or is >>>> that only a 3.8.x thing?)? >>>> >>>> The config file option, I think, only displays what is available >>>> when you set up your own page, I don't believe it disables >>>> something which is already set. >>>> >>>> >>>> Kenneth Crocker wrote: >>>>> To all, >>>>> >>>>> >>>>> >>>>> I haven't heard from anyone yet. I'm on RT 3.6.6 and have >>>>> set my homepage configuration as: >>>>> >>>>> Set($HomepageComponents, [qw(Quicksearch MySupportQueues >>>>> MyReminders RefreshHomepage)]); >>>>> >>>>> "MyAdminQueues" does show as an option and neither does >>>>> "QuickCreate", which is correct. However, on the bottom of every >>>>> User's homepage, The "QuickCreate" option is there, even though it >>>>> was not selected (AND ALSO NOT available as a choice). I do not >>>>> understand how that can happen. Anyone with an idea on that >>>>> problem? 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 >>>>> >>>> >>> >> > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From michael at bilderhelden.de Wed Nov 5 10:28:38 2008 From: michael at bilderhelden.de (Michael Bieniek) Date: Wed, 5 Nov 2008 16:28:38 +0100 Subject: [rt-users] ExternalAuth - group and group_attr question | Frage zu group und group_attr Einstellungen In-Reply-To: References: Message-ID: Hi, my LDAP authentications works very well for me. Now i want that only users whitch are in group 'lg_rt_ticketsystem' are allowed to log in. I have tried many possibilities, but nothing changed - i can't log-in if i add the 'group' and 'group_attr question'. Can anybody tell me what values i have to add? 'group' => 'cn=lg_rt_ticketsystem', 'group_attr' => 'cn=lg_rt_ticketsystem', or something like that: 'group' => 'lg_rt_ticketsystem', 'group_attr' => 'lg_rt_ticketsystem', Thank for your help regards Michael from Germany ------------------------------- Auf deusch: Meine LDAP Authentifizierung funktioniert einwand frei. Nun will ich aber das nur User die in der Gruppe 'lg_rt_ticketsystem' eintritt bekommen. Ich sto?e auf zwei dinge: 'group' 'group_attr' Ich habe schon vieles ausprobiert, aber bei fast allem bekomme ich keinen Zugang! Kann mir jemand die richtigen Parameter nennen damit sich nur Gruppenuser einloggen d?rfen!? Also eher sowas: 'group' => 'cn=lg_rt_ticketsystem', 'group_attr' => 'cn=lg_rt_ticketsystem', oder eher: 'group' => 'lg_rt_ticketsystem', 'group_attr' => 'lg_rt_ticketsystem', Oder vielleicht mir ganzen LDAP Pfad? Danke f?r eure hilfe! Gr??e Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Wed Nov 5 10:50:02 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 05 Nov 2008 15:50:02 +0000 Subject: [rt-users] ExternalAuth - group and group_attr question | Frage zu group und group_attr Einstellungen In-Reply-To: References: Message-ID: <4911C0AA.4040109@jennic.com> Michael Bieniek wrote: > Hi, > my LDAP authentications works very well for me. Now i want that only > users whitch are in group 'lg_rt_ticketsystem' are allowed to log in. I > have tried many possibilities, but nothing changed - i can't log-in if i > add the 'group' and 'group_attr question'. > Can anybody tell me what values i have to add? > > 'group' => 'cn=lg_rt_ticketsystem', > 'group_attr' => 'cn=lg_rt_ticketsystem', Try the whole distinguished name (DN), for example: 'group' => 'cn=lg_rt_ticketsystem,ou=groups,ou=lg,dc=lg,dc=de', -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Wed Nov 5 11:04:53 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 05 Nov 2008 16:04:53 +0000 Subject: [rt-users] ExternalAuth - group and group_attr question | Frage zu group und group_attr Einstellungen In-Reply-To: References: <4911C0AA.4040109@jennic.com> Message-ID: <4911C425.3050506@jennic.com> Michael Bieniek wrote: > Hi, > and what is with the 'group_attr' ? It is the LDAP attribute for members, which is generally member. The code checks that the value of group_attr is equal to the the cn of the user who is logging in. So if the group stores members like this: member=cn=Foo,dc=Bar,dc=Baz Then your group_attr is 'member'. -- 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 Hossein.Rafighi at triumf.ca Wed Nov 5 11:25:30 2008 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Wed, 05 Nov 2008 08:25:30 -0800 Subject: [rt-users] RT and file attachments In-Reply-To: <4911C0AA.4040109@jennic.com> References: <4911C0AA.4040109@jennic.com> Message-ID: <4911C8FA.8010004@triumf.ca> Hi, Is there a way to restrict certain type of files a user can attach to a ticket in RT? I wish to disallow file types like .php, or .exe amongst others for an obvious reason. Is RT based on allow all or nothing for attachments? Your reply is greatly appreciated in advance. Cheers, Hossein -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From KFCrocker at lbl.gov Wed Nov 5 11:41:31 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 05 Nov 2008 08:41:31 -0800 Subject: [rt-users] Allow a corporate to view all tickets of her employees In-Reply-To: <61951c260811050443r1d2be7f5q9b4d56359d0c7d7e@mail.gmail.com> References: <61951c260811050443r1d2be7f5q9b4d56359d0c7d7e@mail.gmail.com> Message-ID: <4911CCBB.3080006@lbl.gov> Victor, Put all those users in the same group and grant "CreateTicket", "ReplyToTicket", "SeeQueue, "ShowTicket" for the group for that Queue. That should do it. I'd save the "Modifyticket" for the people that actually do the work on the ticket. Hope this helps. Kenn LBNL On 11/5/2008 4:43 AM, Victor Fari?a Infante wrote: > Hello, > I am using RT for about 3 months, and we like it a lot. > Our problem is that we have 3 possible Ticket Openers (all from the same > company) and when one login on the web inetrface can only see his own > tickets, I would like that every contact of a company can see all > Tickets from the users from his company. > > Is this possible ?? > > Thanks > > -- > Victor Fari?a Infante > Responsable Tecnolog?as > Tlf. +34 981 90 90 10 > http://www.queres.es > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Nov 5 11:43:36 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 05 Nov 2008 08:43:36 -0800 Subject: [rt-users] ExternalAuth - group and group_attr question | Frage zu group und group_attr Einstellungen In-Reply-To: References: Message-ID: <4911CD38.1020702@lbl.gov> Michael, Is that group identifiable to LDAP? If so, set your LDAP filter for it. Kenn LBNL On 11/5/2008 7:28 AM, Michael Bieniek wrote: > Hi, > my LDAP authentications works very well for me. Now i want that only > users whitch are in group 'lg_rt_ticketsystem' are allowed to log in. I > have tried many possibilities, but nothing changed - i can't log-in if i > add the 'group' and 'group_attr question'. > Can anybody tell me what values i have to add? > > 'group' => 'cn=lg_rt_ticketsystem', > 'group_attr' => 'cn=lg_rt_ticketsystem', > > or something like that: > > 'group' => 'lg_rt_ticketsystem', > 'group_attr' => 'lg_rt_ticketsystem', > > Thank for your help > regards Michael from Germany > > ------------------------------- > > Auf deusch: > Meine LDAP Authentifizierung funktioniert einwand frei. Nun will ich > aber das nur User die in der Gruppe 'lg_rt_ticketsystem' eintritt > bekommen. Ich sto?e auf zwei dinge: > > 'group' > 'group_attr' > > Ich habe schon vieles ausprobiert, aber bei fast allem bekomme ich > keinen Zugang! Kann mir jemand die richtigen Parameter nennen damit sich > nur Gruppenuser einloggen d?rfen!? > Also eher sowas: > > 'group' => 'cn=lg_rt_ticketsystem', > 'group_attr' => 'cn=lg_rt_ticketsystem', > > oder eher: > > 'group' => 'lg_rt_ticketsystem', > 'group_attr' => 'lg_rt_ticketsystem', > > Oder vielleicht mir ganzen LDAP Pfad? > > Danke f?r eure hilfe! > > Gr??e > Michael > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From aaron.techgeeks at gmail.com Wed Nov 5 14:48:07 2008 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Wed, 5 Nov 2008 13:48:07 -0600 Subject: [rt-users] Another ExternalAuth question - "strict refs" Message-ID: Hi guys, I've been following the discussions about ExternalAuth with great interest as I"ve been slowly working to move my 3.6.0 install to the most current version. I'm trying to setup ExternalAuth to LDAP currently. When its enabled I get this message in the browser when I try to login: Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" in use at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line 728, line 273. I cannot login as root (local) or LDAP. I installed ExternaAUth v006 which I understand has a bug in it but i'm not sure if this is the same error or something different. Can somone point me in the right direction? Thanks, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.techgeeks at gmail.com Wed Nov 5 14:51:57 2008 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Wed, 5 Nov 2008 13:51:57 -0600 Subject: [rt-users] Another ExternalAuth question - "strict refs" In-Reply-To: References: Message-ID: A followup: I looked at the User_Vendor.pm file in the error and commented out the "use strict;" line at the beginning of the file. now I can login as root but not LDAP. I'm not a programmer so I don't understand the sigificance of that statement. Will my "fix" cause any other errors/problems? Is there a better option? Thanks On Wed, Nov 5, 2008 at 1:48 PM, Aaron Zuercher wrote: > Hi guys, > I've been following the discussions about ExternalAuth with great interest > as I"ve been slowly working to move my 3.6.0 install to the most current > version. I'm trying to setup ExternalAuth to LDAP currently. When its > enabled I get this message in the browser when I try to login: > > Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" in use at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line > 728, line 273. > > I cannot login as root (local) or LDAP. I installed ExternaAUth v006 which > I understand has a bug in it but i'm not sure if this is the same error or > something different. Can somone point me in the right direction? > > Thanks, > Aaron > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jtollerton at zoominternet.net Wed Nov 5 15:04:31 2008 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Wed, 05 Nov 2008 15:04:31 -0500 Subject: [rt-users] Another ExternalAuth question - "strict refs" In-Reply-To: References: Message-ID: <4911FC4F.1060208@zoominternet.net> If you have "use strict;", it just means that you have to explicitly define your variables before you use them. That means that you either have to have a section where you define the variables that you're going to use such as: my $foo; my $bar; my $baz; or you have to define it the first time it's used (and only the first time), such as #do some things my $foo="bar"; $foo="baz"; It's designed to make sure that you don't have typos inside your variable names and is mostly just a matter of style more than anything else. That doesn't address your LDAP issue, but should help to show why the fatal error was occurring. Aaron Zuercher wrote: > A followup: > > I looked at the User_Vendor.pm file in the error and commented out the > "use strict;" line at the beginning of the file. now I can login as > root but not LDAP. I'm not a programmer so I don't understand the > sigificance of that statement. Will my "fix" cause any other > errors/problems? Is there a better option? > > Thanks > > > > On Wed, Nov 5, 2008 at 1:48 PM, Aaron Zuercher > > wrote: > > Hi guys, > I've been following the discussions about ExternalAuth with great > interest as I"ve been slowly working to move my 3.6.0 install to > the most current version. I'm trying to setup ExternalAuth to > LDAP currently. When its enabled I get this message in the > browser when I try to login: > > Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" > in use at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm > line 728, line 273. > > I cannot login as root (local) or LDAP. I installed ExternaAUth > v006 which I understand has a bug in it but i'm not sure if this > is the same error or something different. Can somone point me in > the right direction? > > Thanks, > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Nov 5 15:34:49 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Nov 2008 15:34:49 -0500 Subject: [rt-users] Another ExternalAuth question - "strict refs" In-Reply-To: References: Message-ID: On Nov 5, 2008, at 2:48 PM, Aaron Zuercher wrote: > Hi guys, > I've been following the discussions about ExternalAuth with great > interest as I"ve been slowly working to move my 3.6.0 install to the > most current version. I'm trying to setup ExternalAuth to LDAP > currently. When its enabled I get this message in the browser when > I try to login: > > Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" in > use at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/ > User_Vendor.pm line 728, line 273. In your config do you have this Set($ExternalInfoPriority, [ 'My_LDAP' ]); or this Set($ExternalInfoPriority, 'My_LDAP' ); You want the former -kevin > > > I cannot login as root (local) or LDAP. I installed ExternaAUth > v006 which I understand has a bug in it but i'm not sure if this is > the same error or something different. Can somone point me in the > right direction? > > Thanks, > 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 mike.peachey at jennic.com Wed Nov 5 15:53:40 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 05 Nov 2008 20:53:40 +0000 Subject: [rt-users] Another ExternalAuth question - "strict refs" In-Reply-To: References: Message-ID: <491207D4.3060409@jennic.com> Aaron Zuercher wrote: > Hi guys, > I've been following the discussions about ExternalAuth with great > interest as I"ve been slowly working to move my 3.6.0 install to the > most current version. I'm trying to setup ExternalAuth to LDAP > currently. When its enabled I get this message in the browser when I > try to login: > > Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" in use > at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm > line 728, line 273. As Kevin said, this is probably a small issue with your config. It wouldn't hurt to provide your config if it doesn't resolve your problem. Also, enabling debug-level log-to-file is very useful. > > I cannot login as root (local) or LDAP. I installed ExternaAUth v006 > which I understand has a bug in it but i'm not sure if this is the same > error or something different. Can somone point me in the right direction? With v0.06 you should be able to login as any user that already exists in RT, using external authentication checking, but you'll hit a wall when it comes to autocreating new users. I'm currently working flat out (as much as I can around everything else) to produce a new completely refactored version of the plugin that will work properly. -- 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 aaron.techgeeks at gmail.com Wed Nov 5 15:54:51 2008 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Wed, 5 Nov 2008 14:54:51 -0600 Subject: [rt-users] Another ExternalAuth question - "strict refs" In-Reply-To: References: Message-ID: Kevin, that was it! Thanks. Now I'm getting the "SetDisabled" on line 1087 error. which I believe is the previously mentioned add user bug. I will patiently await a fix for that. Aaron On Wed, Nov 5, 2008 at 2:34 PM, Kevin Falcone wrote: > > On Nov 5, 2008, at 2:48 PM, Aaron Zuercher wrote: > > > Hi guys, > > I've been following the discussions about ExternalAuth with great > > interest as I"ve been slowly working to move my 3.6.0 install to the > > most current version. I'm trying to setup ExternalAuth to LDAP > > currently. When its enabled I get this message in the browser when > > I try to login: > > > > Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" in > > use at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/ > > User_Vendor.pm line 728, line 273. > > In your config do you have this > > Set($ExternalInfoPriority, [ 'My_LDAP' ]); > > or this > > Set($ExternalInfoPriority, 'My_LDAP' ); > > You want the former > > -kevin > > > > > > > I cannot login as root (local) or LDAP. I installed ExternaAUth > > v006 which I understand has a bug in it but i'm not sure if this is > > the same error or something different. Can somone point me in the > > right direction? > > > > Thanks, > > Aaron > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmbeethe at fedex.com Wed Nov 5 15:27:44 2008 From: dmbeethe at fedex.com (Don Beethe) Date: Wed, 5 Nov 2008 14:27:44 -0600 Subject: [rt-users] Customize search for newest unowned In-Reply-To: References: Message-ID: We are looking at creating a common RT system to be shared by 10 different groups. Is there some way to customize the display for newest unowned tickets to limit it to a set of select queues? I have read about changing the search, but can't seem to find how to set up the search I would need. It would need to be something like: Owner='Nobody' AND (Status = 'new' OR Status = 'open') AND (Queue = 'sysadmin-cos' OR Queue = 'Desktop-cos' OR Queue = 'SAN-cos') I can't find a way to set up this type of search... If I try to change from AND to OR Aggregator, it seems to change all to either AND or OR... From sturner at MIT.EDU Wed Nov 5 16:23:43 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 05 Nov 2008 16:23:43 -0500 Subject: [rt-users] Customize search for newest unowned In-Reply-To: References: Message-ID: [I forgot to cc the list - steve] On Wed, 05 Nov 2008 15:27:44 -0500, Don Beethe wrote: > > We are looking at creating a common RT system to be shared by 10 > different groups. Is there some way to customize the display for newest > unowned tickets to limit it to a set of select queues? > I have read about changing the search, but can't seem to find how to set > up the search I would need. > It would need to be something like: > Owner='Nobody' AND (Status = 'new' OR Status = 'open') AND (Queue = > 'sysadmin-cos' OR Queue = 'Desktop-cos' OR Queue = 'SAN-cos') > > I can't find a way to set up this type of search... If I try to change > from AND to OR Aggregator, it seems to change all to either AND or OR... > > Don, I've had good luck going to the 'Advanced' search screen and playing with the ticket sql ands/ors there. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From jmccoy at ggu.edu Wed Nov 5 17:13:32 2008 From: jmccoy at ggu.edu (John McCoy, Jr) Date: Wed, 05 Nov 2008 14:13:32 -0800 Subject: [rt-users] Authen::ExternalAuth and SelfService Message-ID: <49121A8C.4030308@ggu.edu> I have been setting up RT 3.8.1 on RHEL5 with v0.06_02 this is working fine for privileged user login. However I get no log entries for it even being tried when a user tries to login to SelfService. I'm hoping I've just missed some easy config setting for this. Thanks all and mucho thanks to Mike P for this great module. [root at tickets-dev ~]# cat /opt/rt3/etc/RT_SiteConfig.pm Set($rtname, 'GGU-Tickets-DEV'); Set($Organization, 'ggu.edu'); Set($WebPort, 443); Set($WebDomain, 'tickets-dev.ggu.edu' ); #Set($WebBaseURL , "https://tickets-dev.ggu.edu:443"); #Set($WebPath , ""); #Set($WebURL , $WebBaseURL . $WebPath . "/"); #Set($WebImagesURL , $WebPath . "/NoAuth/images/"); Set($DatabaseUser , "root"); Set($DatabasePassword , "****"); Set($OwnerEmail, "rt-admin\[AT]ggu.edu"); # Default From Addess, over ridden by Queue settings Set($CorrespondAddress , 'support\[AT]tickets-dev.ggu.edu'); Set($CommentAddress , 'support-comment\[AT]tickets-dev.ggu.edu'); Set($Timezone , 'US/Pacific'); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql Set($DatabaseName , 'rtdb'); # Logging Set($LogToSyslog, ''); Set($LogToFile , 'debug'); Set($LogDir, '/opt/rt3/var/log'); Set($LogToFileNamed, "rt.log"); # Other config items Set($UseFriendlyToLine , 1); Set($AutoLogoff, 480); # 8 Hours Set(@Active_MakeClicky, qw(httpurl_overwrite)); # Create short clikable links Set($MaxInlineBody, 13456); Set($StandaloneMinServers, 1); Set($StandaloneMaxServers, 5); Set($StandaloneMinSpareServers, 0); Set($StandaloneMaxSpareServers, 2); Set($StrictLinkACL, 0); # Allow user to link any two tickets if they can modify one Set($PreferRichText, 1); # Help ExternalAuth keep users logged in as mysql session seem to have an issue Oct 2008 Set($WebSessionClass , 'Apache::Session::File'); ### GGU ExtrnalAuth Set($ExternalAuthPriority, [ 'server1', 'server2' ] ); Set($ExternalInfoPriority, [ 'server1', 'server2' ] ); Set($ExternalServiceUsesSSLorTLS, 1); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { # GGU Novell eDir 'server1' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'server1', 'user' => 'cn=access,o=ggu', 'pass' => '****', 'base' => 'o=ggu', 'filter' => '(objectClass=Person)', 'd_filter' => '', 'tls' => 1, 'net_ldap_args' => [ version => 3 ], 'group' => '', 'group_attr' => '', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'cn', 'EmailAddress' => 'mail', 'Organization' => 'ou', 'RealName' => 'fullName', 'ExternalAuthId' => 'cn', 'Gecos' => 'cn', 'WorkPhone' => 'telephoneNumber', 'Address1' => '', 'City' => '', 'State' => '', 'Zip' => '', 'Country' => '' } }, # GGU Novell eDir 'server2' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'server2', 'user' => 'cn=access,o=ggu', 'pass' => '****', 'base' => 'o=ggu', 'filter' => '(objectClass=Person)', 'd_filter' => '', 'tls' => 1, 'net_ldap_args' => [ version => 3 ], 'group' => '', 'group_attr' => '', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'cn', 'EmailAddress' => 'mail', 'Organization' => 'ou', 'RealName' => 'fullName', 'ExternalAuthId' => 'cn', 'Gecos' => 'cn', 'WorkPhone' => 'telephoneNumber', 'Address1' => '', 'City' => '', 'State' => '', 'Zip' => '', 'Country' => '' } } } ); 1; From KFCrocker at lbl.gov Wed Nov 5 17:51:44 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 05 Nov 2008 14:51:44 -0800 Subject: [rt-users] Customize search for newest unowned In-Reply-To: References: Message-ID: <49122380.3070005@lbl.gov> Don, We have over 115 Queues and about 6 major groups. When the members of each group looks at their "unowned" tickets, they only the the tickets in the queues they have access to. If I am in RT, but not in a group that has access to your queue, then I will not see any new tickets in YOUR Queue(s). You might want to re-think the privileges you are granting to the system groups or to certain roles globally. Hope this helps. Kenn LBNL On 11/5/2008 12:27 PM, Don Beethe wrote: > We are looking at creating a common RT system to be shared by 10 > different groups. Is there some way to customize the display for newest > unowned tickets to limit it to a set of select queues? > I have read about changing the search, but can't seem to find how to set > up the search I would need. > It would need to be something like: > Owner='Nobody' AND (Status = 'new' OR Status = 'open') AND (Queue = > 'sysadmin-cos' OR Queue = 'Desktop-cos' OR Queue = 'SAN-cos') > > I can't find a way to set up this type of search... If I try to change > from AND to OR Aggregator, it seems to change all to either AND or OR... > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From gevans at hcc.net Wed Nov 5 18:09:30 2008 From: gevans at hcc.net (Greg Evans) Date: Wed, 5 Nov 2008 15:09:30 -0800 Subject: [rt-users] email ticket updates... Message-ID: Hello all, I am feeling quite dumb today (that's just an FYI) and am not sure what I might need to do to implement updating tickets via email, but there are some caveats to that. The workflow is as follows (on a typical ticket) Customer calls into after-hours support Ticket is created and given an ID in their proprietary ticketing system Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number This is working properly, the issue comes up when the following happens Customer calls into after-hours support Ticket is created and given an ID in their proprietary ticketing system (Let's say ticket #GX-9943-Y) Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number (HCC #56093) Customer calls back to after-hours support regarding the same ticket Ticket is updated in their proprietary system Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number (HCC #56095) What I would like to have happen is that when they are doing an update on their end, it will also update on my end. So I don't (sometimes) have 10 open tickets for 1 customer with a single issue. In thinking about this so far, it would seem that the only thing that could be common between the two tickets would be some information in the subject line such as the ticket number from their system (because if we did it by name, we'd get only one long ticket over the course of time. Is there a way that when a ticket comes in via email I can look to see if it has some information in the subject so it will just update the already created ticket? They have access to our system and can look/create/update/whatever any ticket they choose, but we are trying to avoid the techs having to do double entry. Any insight is appreciated. Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gevans at hcc.net Wed Nov 5 17:25:32 2008 From: gevans at hcc.net (Greg Evans) Date: Wed, 5 Nov 2008 14:25:32 -0800 Subject: [rt-users] FW: Quick Search in 3.8.1 doesn't include Resolved Status Message-ID: <492C0E5106F14A66BD0D5B0565450ECE@hcc.local> I think this is probably what you are looking for. It was mailed to the list around the 5th of Sept Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Espen Wiborg Sent: Friday, September 05, 2008 1:50 AM To: Jesse Vincent Cc: gordon at cryologic.com; RT Users Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status Jesse Vincent writes: > On Sep 4, 2008, at 8:42 PM, gordon at cryologic.com wrote: >> We are the same, much prefer searching for all unresolved and >> resolved tickets in the quick search. The change has caused quite a >> bit of abuse at the sysadmin (me). > As I sad before, I'd love to take a patch :) Something like this, perhaps? -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-extrastatesinsimplesearch.patch Type: text/x-diff Size: 1232 bytes Desc: not available URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT00038.txt URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT00041.txt URL: From richih.mailinglist at gmail.com Thu Nov 6 04:21:19 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Thu, 6 Nov 2008 10:21:19 +0100 Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.x Compatibility In-Reply-To: <490CA3DB.1080008@jennic.com> References: <490CA3DB.1080008@jennic.com> Message-ID: <2d460de70811060121h73e01019mc73ae853f64202fd@mail.gmail.com> On Sat, Nov 1, 2008 at 19:45, Mike Peachey wrote: > $ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth You can use svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth -r16700 for a stable target to point svn to. Richard PS: Yes, this is probably too late as the new version has propagated, but perhaps it's useful to someone :) From victor.farina at queres.es Thu Nov 6 05:04:56 2008 From: victor.farina at queres.es (=?ISO-8859-1?Q?Victor_Fari=F1a_Infante?=) Date: Thu, 6 Nov 2008 11:04:56 +0100 Subject: [rt-users] Allow a corporate to view all tickets of her employees In-Reply-To: <4911CCBB.3080006@lbl.gov> References: <61951c260811050443r1d2be7f5q9b4d56359d0c7d7e@mail.gmail.com> <4911CCBB.3080006@lbl.gov> Message-ID: <61951c260811060204p272810d6j70cc1afffd110f67@mail.gmail.com> Hello Thanks for the fast reply ;-). I am a newby at RT so it may sound strange, but if we do that, the users from one company can see Tickets from another company because I have all "Support" Tickets on the same Queue. I think that the solution could be to create a Queue per customer but i don't know if this is a good approach. Is this the correct way ? Regards On Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker wrote: > Victor, > > > Put all those users in the same group and grant "CreateTicket", > "ReplyToTicket", "SeeQueue, "ShowTicket" for the group for that Queue. That > should do it. I'd save the "Modifyticket" for the people that actually do > the work on the ticket. Hope this helps. > > > Kenn > LBNL > > > On 11/5/2008 4:43 AM, Victor Fari?a Infante wrote: > >> Hello, >> I am using RT for about 3 months, and we like it a lot. >> Our problem is that we have 3 possible Ticket Openers (all from the same >> company) and when one login on the web inetrface can only see his own >> tickets, I would like that every contact of a company can see all Tickets >> from the users from his company. >> >> Is this possible ?? >> >> Thanks >> >> -- >> Victor Fari?a Infante >> Responsable Tecnolog?as >> Tlf. +34 981 90 90 10 >> http://www.queres.es >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> > > -- Victor Fari?a Infante Responsable Tecnolog?as Tlf. +34 981 90 90 10 http://www.queres.es -------------- next part -------------- An HTML attachment was scrubbed... URL: From racke at linuxia.de Thu Nov 6 07:17:13 2008 From: racke at linuxia.de (Stefan Hornburg (Racke)) Date: Thu, 06 Nov 2008 13:17:13 +0100 Subject: [rt-users] Size of Relationship Charts Message-ID: <4912E049.3070603@linuxia.de> Hello, finally I got the relationship charts running :-). They're silently failing if IPC::Run::SafeHandles module is missing ... make testdeps doesn't check for that either. Anyway, how can I change the size of elements in the graph (larger font, larger containers)? Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team From jani.kaila at otaverkko.fi Thu Nov 6 07:00:22 2008 From: jani.kaila at otaverkko.fi (Jani Kaila) Date: Thu, 6 Nov 2008 14:00:22 +0200 Subject: [rt-users] Problems trying to integrate Shibboleth authentication to RT Message-ID: <62C918C4-95BC-4C61-9E17-DBD6F85751D8@otaverkko.fi> I'm having trouble getting RT to work with shibboleth ( http://shibboleth.internet2.edu/ ) I've installed Shibboleth SP to the server, and am able to authenticate with it. I've also installed RT-Authen-Federation module ( http://search.cpan.org/dist/RT-Authen-Federation/ ) which should enable us to login using shibboleth authentication, but right now when I try to login to our RT, it first shows shibboleth login screen. After which it prompts for the RT login, because I have enabled WebFallbackToInternalAuth setting. After that I can login with normal RT username/password. I don't get any errors or anything in to logs. I have RT 3.6.1 installed on Debian etch with apache 2.2 + fastcgi and shibboleth sp 2.1 installed from sources. If anyone has any good hints where to look next, I would appreciate them. From lars at oddbit.com Thu Nov 6 09:45:00 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 6 Nov 2008 09:45:00 -0500 Subject: [rt-users] email ticket updates... In-Reply-To: References: Message-ID: > Is there a way that when a ticket comes in via email I can look to see if it > has some information in the subject so it will just update the already > created ticket? Create a custom field called something like "external ticket id". Add an "On Create" scrip such that when email comes in from the proprietary ticket system: (a) The scrip extracts the ticket id from the email. (b) The script searches for a ticket that has the same value in the "external ticket id" field. (c) If it finds a matching ticket, the email is appended to the ticket, or (d) If it does not find a matching ticket, a new ticket is created with the "external ticket id" field appropriately populated. Having not actually tried to implement this, I'm a little uncertain about the specifics of (c). You may find that this step means "copy the email content to the target ticket, and then mark the current ticket resolved/deleted/etc". -- Lars Kellogg-Stedman From sturner at MIT.EDU Thu Nov 6 10:07:18 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 Nov 2008 10:07:18 -0500 Subject: [rt-users] email ticket updates... In-Reply-To: References: Message-ID: On Thu, 06 Nov 2008 09:45:00 -0500, Lars Kellogg-Stedman wrote: >> Is there a way that when a ticket comes in via email I can look to see >> if it >> has some information in the subject so it will just update the already >> created ticket? > > Create a custom field called something like "external ticket id". > > Add an "On Create" scrip such that when email comes in from the > proprietary ticket system: > > (a) The scrip extracts the ticket id from the email. > > (b) The script searches for a ticket that has the same value in the > "external ticket id" field. > > (c) If it finds a matching ticket, the email is appended to the ticket, > or > > (d) If it does not find a matching ticket, a new ticket is created > with the "external ticket id" field appropriately populated. > > Having not actually tried to implement this, I'm a little uncertain > about the specifics of (c). You may find that this step means "copy > the email content to the target ticket, and then mark the current > ticket resolved/deleted/etc". > This could work - although be aware that this will always create a new ticket in your RT. If you delete it in the scrip as Lars suggests, that may not be an issue for you. Appending to the other ticket would mean calling the Correspond method on that ticket using the incoming email data. A possible problem here is that the functionality is obscure - it's buried in the scrip code, and an admin in the future may not be aware that it's there. If someone adds a new 'on create' scrip to autoreply to requestors for example, you'd have notifications being sent to customers from a deleted ticket, which may be confusing. An alternative approach might be to modify the code in lib/RT/Interface/Email.pm (Gateway method). This is where RT examines incoming mail to decide whether to create a new ticket or append to an existing one. You can add code here to examine the incoming subject line and see if it matches an existing RT ticket or not. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From sturner at MIT.EDU Thu Nov 6 10:09:28 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 Nov 2008 10:09:28 -0500 Subject: [rt-users] email ticket updates... In-Reply-To: References: Message-ID: On Thu, 06 Nov 2008 09:45:00 -0500, Lars Kellogg-Stedman wrote: >> Is there a way that when a ticket comes in via email I can look to see >> if it >> has some information in the subject so it will just update the already >> created ticket? > One thing to add - try to come up with a subject line syntax that is unlikely to appear in emails coming in from other sources, or you'll get replies attached to wrong tickets (speaking from experience!). Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From jliebl at icdmail.com Thu Nov 6 10:37:53 2008 From: jliebl at icdmail.com (Jared Liebl) Date: Thu, 6 Nov 2008 10:37:53 -0500 Subject: [rt-users] Asset Tracker URL problem Message-ID: <09982993681C4E4F8645002EC61BD8500BDA14@EXCHANGE1.icd.local> I'm using Asset Tracker v1.2.3 with RT v3.8.1 on Ubuntu v8.10. In RT, when I click on Configuration, and then click on Asset Types, I get an Apache 404 message. The problem seems to be an incorrect hyperlink for Asset Tracker (http://servername.domain.tld/rtAssetTracker/Admin/Types/index.html, instead of http://servername.domain.tld/rt/AssetTracker/Admin/Types/index.html). If I modify the URL to add the missing '/', it works fine, but I find this slightly inconvenient. Clearly, I did something wrong while setting it up. Can anyone advise me which file I need to edit to solve this problem? Jared Liebl MIS Manager - Wisconsin Region Industrial Controls Distributors From todd at chaka.net Thu Nov 6 10:47:41 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 6 Nov 2008 11:47:41 -0400 Subject: [rt-users] Asset Tracker URL problem In-Reply-To: <09982993681C4E4F8645002EC61BD8500BDA14@EXCHANGE1.icd.local> References: <09982993681C4E4F8645002EC61BD8500BDA14@EXCHANGE1.icd.local> Message-ID: <519782dc0811060747j28f21904p34025210c5bc32a6@mail.gmail.com> What is your WebPath set to in RT_(Site)Config.pm? On Thu, Nov 6, 2008 at 11:37 AM, Jared Liebl wrote: > I'm using Asset Tracker v1.2.3 with RT v3.8.1 on Ubuntu v8.10. > > In RT, when I click on Configuration, and then click on Asset Types, I > get an Apache 404 message. The problem seems to be an incorrect > hyperlink for Asset Tracker > (http://servername.domain.tld/rtAssetTracker/Admin/Types/index.html, > instead of > http://servername.domain.tld/rt/AssetTracker/Admin/Types/index.html). > If I modify the URL to add the missing '/', it works fine, but I find > this slightly inconvenient. Clearly, I did something wrong while > setting it up. > > Can anyone advise me which file I need to edit to solve this problem? > > Jared Liebl > MIS Manager - Wisconsin Region > Industrial Controls Distributors > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Thu Nov 6 12:29:50 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 06 Nov 2008 17:29:50 +0000 Subject: [rt-users] ExternalAuth - group and group_attr question | Frage zu group und group_attr Einstellungen In-Reply-To: References: <4911CD38.1020702@lbl.gov> Message-ID: <4913298E.4000401@jennic.com> Michael Bieniek wrote: > Hi! > In my ActiveDirectoryExplorer i must search for: > > memberOf=CN=lg_rt_ticketsystem,OU=Gruppen,OU=Scanplus,DC=scanplus,DC=local > > If i search for this string, i will get back the right users. > But if i show the log of rt, the ldap filter does not search for the > right string: I will look into this later on while doing v0.07, but IIRC the reason for this is the broken way that AD does group membership. For everyone else, there is a group object with CNs as members. In AD, each member has its groups stored in its own CN as "memberOf". Backwards Microsoft charlatans! -- 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 polesz at w00d5t0ck.info Thu Nov 6 12:46:00 2008 From: polesz at w00d5t0ck.info (Gergely Polonkai) Date: Thu, 06 Nov 2008 18:46:00 +0100 Subject: [rt-users] Web interface encoding problems In-Reply-To: <324ad0b10810080957o212888b4xeb5b87a2413740d9@mail.gmail.com> References: <324ad0b10810080738m54fbbceemc5a255f4e174b4ad@mail.gmail.com> <20081008145928.GA3572@easter-eggs.com> <324ad0b10810080957o212888b4xeb5b87a2413740d9@mail.gmail.com> Message-ID: <1225993560.12260.1.camel@machina.wx> I have tried some things, still not succeeding in my task. However, I have realized that my browser sends a request-header: Accept-Charset: ISO-8859-2,utf-8;q=0.7,*;0=0.7 Does RT process these kind of request lines, or ignores them? If it processes, may this cause that even if apache sends out the utf-8 charset, perl and rt generates an iso-8859-2 html? 2008. 10. 8, szerda keltez?ssel 18.57-kor Gergely Polonkai ezt ?rta: > I do, and the server sends the correct encoding in the headers. Only > the encoding of the page itself is wrong. > > > I forgot to mention that RT is running under FastCGI, if this means > anything. > > 2008/10/8 Emmanuel Lacour > On Wed, Oct 08, 2008 at 04:38:58PM +0200, Gergely Polonkai > wrote: > > Hello list, > > > > I have just installed RT 3.8.0 on our team's server. Our > browsers operate in > > hungarian language, so as we open the main (login) page of > RT, it gets to us > > in hungarian. The hungarian i18n file is encoded in UTF-8, > the server also > > sends the Content-Type header with encoding=utf-8, but the > page itself is > > iso-encoded. How can this be? Is this an RT, perl or apache > problem? > > > > > > Do you have a "AddDefaultCharset UTF-8" in your apache vhost > configuration, it's needed. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Ez az ?zenetr?sz digit?lis al??r?ssal van ell?tva URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3290 bytes Desc: not available URL: From bert at p3rf3ct.com Thu Nov 6 11:10:04 2008 From: bert at p3rf3ct.com (Robert Logan) Date: Thu, 06 Nov 2008 16:10:04 +0000 Subject: [rt-users] An example SLA portion of your SiteConfig Message-ID: <491316DC.2080605@p3rf3ct.com> Im looking at the SLA plugin and want to find a good example of a an SLA as part of the SiteConfig with the RT::ServiceAgreements plugin installed. Using RT 3.8.1 on Centos 5.2 When I try anything its bombing out, with various Perl issues, so I would like a simple (or complex) example that works to progress from. Can anyone help? Many thanks bert From KFCrocker at lbl.gov Thu Nov 6 13:15:41 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Nov 2008 10:15:41 -0800 Subject: [rt-users] Allow a corporate to view all tickets of her employees In-Reply-To: <61951c260811060204p272810d6j70cc1afffd110f67@mail.gmail.com> References: <61951c260811050443r1d2be7f5q9b4d56359d0c7d7e@mail.gmail.com> <4911CCBB.3080006@lbl.gov> <61951c260811060204p272810d6j70cc1afffd110f67@mail.gmail.com> Message-ID: <4913344D.6050406@lbl.gov> Victor, Having all the initial requests in one queue is STILL not a problem. For example, the customers have different ID's, therefore are different Requestors. If you grant the "ShowTicket" right to the Requestor role, instead of Everyone or Privileged or Unprivileged, then ONLY the Requestor of their own ticket can SEE those tickets in a queue. To further refine that idea, put all the requestors from one company in 1 group and grant the appropriate rights to THAT group, instead of Requestors or Everyone or Privileged or Unprivileged. That's how we do it. Actually, we have one queue that acts as the FIRST or REPOSITORY queue for requests that come in INITIALLY, and not everyone can see those. Just the groups that are allowed. So, I think that what you want to do can be done several different ways, depending on how to grant the rights. One queue CAN work. Multiple queues WILL work. It all depends on the kind of maintenance you want to get involved in and your infrastructure procedures. Hope this helps. Kenn LBNL On 11/6/2008 2:04 AM, Victor Fari?a Infante wrote: > Hello > Thanks for the fast reply ;-). > I am a newby at RT so it may sound strange, but if we do that, the users > from one company can see Tickets from another company because I have all > "Support" Tickets on the same Queue. I think that the solution could be > to create a Queue per customer but i don't know if this is a good approach. > Is this the correct way ? > > Regards > > On Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker > wrote: > > Victor, > > > Put all those users in the same group and grant > "CreateTicket", "ReplyToTicket", "SeeQueue, "ShowTicket" for the > group for that Queue. That should do it. I'd save the "Modifyticket" > for the people that actually do the work on the ticket. Hope this helps. > > > Kenn > LBNL > > > On 11/5/2008 4:43 AM, Victor Fari?a Infante wrote: > > Hello, > I am using RT for about 3 months, and we like it a lot. > Our problem is that we have 3 possible Ticket Openers (all from > the same company) and when one login on the web inetrface can > only see his own tickets, I would like that every contact of a > company can see all Tickets from the users from his company. > > Is this possible ?? > > Thanks > > -- > Victor Fari?a Infante > Responsable Tecnolog?as > Tlf. +34 981 90 90 10 > http://www.queres.es > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Victor Fari?a Infante > Responsable Tecnolog?as > Tlf. +34 981 90 90 10 > http://www.queres.es From KFCrocker at lbl.gov Thu Nov 6 13:24:38 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Nov 2008 10:24:38 -0800 Subject: [rt-users] "New Ticket" creation screen question Message-ID: <49133666.2070608@lbl.gov> To List, I have a user that wants to know if I can change RT to allow that last Queue Selection from the "New Ticket" option (in the upper right hand of the screen) to STAY as last selected until changed. Her reason is that just because she is allowed to create tickets in 10 different Queues, doesn't mean she wants to keep dropping down to the bottom to select the SAME queue over and over. HHHMM. Did I say that right? Let's try again. When she has to create many tickets in a row in the same queue, she would like the last queue selection from the dropdown to remain as the selection until changed. Is there a way to do that? Anyone?? Thanks in advance. Kenn LBNL From cicero at insightbb.com Thu Nov 6 15:37:55 2008 From: cicero at insightbb.com (JOHN ROMAN) Date: Thu, 06 Nov 2008 15:37:55 -0500 Subject: [rt-users] RT 3.8.1 merged tickets slow Message-ID: im using RT 3.8.1, and have googled this issue extensively to no avail. specs: RT 3.8.1 migrated from 3.4.5 mysql 5 upgraded from mysql4 with both the RT updates as well as the UPDATE.mysql schema updates applied ?apache 2.x loading a merged ticket takes on the order of 1-2 minutes in some cases.? often times fetching a merged ticket results in an apache timeout while waiting on the script. any suggestions? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Thu Nov 6 16:21:55 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 06 Nov 2008 21:21:55 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. Message-ID: <49135FF3.3000502@jennic.com> To all you loving testers out there, I've been working my wedding vegetables off trying to get a new completely refactored (and, more importantly, working) version of RT::Authen::ExternalAuth out to you and the first beta is now complete and attached to this e-mail. It's also available from the SVN trunk and has been uploaded to CPAN, but might take time to propagate. I emplore you to test this out as soon as possible and let me and Kevin know of any and all problems encountered. Thanks all. Bear in mind, given that 99% of people use it for LDAP rather than DBI authentication, at the moment DBI auth is *completely* untested and assuredly broken - but LDAP should work fine now. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-Authen-ExternalAuth-0.07_01.tar.gz Type: application/x-gzip Size: 35594 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Thu Nov 6 16:22:19 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 6 Nov 2008 16:22:19 -0500 Subject: [rt-users] "New Ticket" creation screen question In-Reply-To: <49133666.2070608@lbl.gov> References: <49133666.2070608@lbl.gov> Message-ID: > > I have a user that wants to know if I can change RT to allow that > last > Queue Selection from the "New Ticket" option (in the upper right hand of > the screen) to STAY as last selected until changed. Her reason is that > just because she is allowed to create tickets in 10 different Queues, > doesn't mean she wants to keep dropping down to the bottom to select the > SAME queue over and over. HHHMM. Did I say that right? Let's try again. > When she has to create many tickets in a row in the same queue, she > would like the last queue selection from the dropdown to remain as the > selection until changed. Is there a way to do that? Anyone?? Thanks in > advance. Yes, but it'll take some javascript. Use the appropriate callback to load a custom javascript library in the page head. The code will need to find the form (probably using it's class name select-queue) and install an event handler for onChange to store the selected index in a cookie. Your library will also need to contain a line or two with a timeout (to allow time for the page to load) that sets the index of the select from the cookie. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From lars at oddbit.com Thu Nov 6 16:32:37 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 6 Nov 2008 16:32:37 -0500 Subject: [rt-users] ExternalAuth - group and group_attr question | Frage zu group und group_attr Einstellungen In-Reply-To: <4913298E.4000401@jennic.com> References: <4911CD38.1020702@lbl.gov> <4913298E.4000401@jennic.com> Message-ID: > I will look into this later on while doing v0.07, but IIRC the reason > for this is the broken way that AD does group membership. > > For everyone else, there is a group object with CNs as members. In AD, > each member has its groups stored in its own CN as "memberOf". Having just been looking at group membership in AD, let me chime in here. While Microsoft has made some questionable decisions here and there, I think they do group membership sanely. Group memberships are effectively a doubly-linked list: - Users have "memberOf" attributes that enumerate the groups of which they are a member. - Groups have a "member" attribute that enumerates the users that are members of that group. This means that it is easy both to (a) find all the groups of which a user is a member and (b) find all the users who are members of a particular group. This is in fact much easier than, say, group membership under Linux, where (a) is hard (you have to scan through the entire list of groups and then for each group loop through all the members), and (b) is only easy if you ignore primary group membership. AD supports recursive group membership, which means that groups can be members of other groups (groups can have "memberOf" attributes, and may include groups in their "member" attributes). This is great from an organizational standpoint; for example, in our IT organization, we have groups for engineering, helpdesk, web, etc., and then a single "itstaff" group of which all the other groups are members. Typically, this means that when someone joins, we only need to add them to a single group to give them appropriate permissions, rather than to a series of groups. Note that NIS Netgroups work the same way. For example, the following Python code (because I happen to have it sitting in front of me right now) resolves group membership for a given DN. Basically, we start with the list of groups in the "memberOf" attribute for the given DN, and then recursively call the resolveGroups() function for each of those DNs and so work our way up the chain: def resolveGroups( dn ): groups = [] obj = ldapServer.search(dn, scope = ldap.SCOPE_BASE) # Note that this returns a list of list, of the form: # ( (dn, attributes), (dn, attributes) ) # Which should explain all of the list dereferencing you're about to see. # We only expect a single result (or no result), which is why we're only looking # at obj[0]. if obj and obj[0][0]: # add contents of memberOf attribute to list of groups groups.extend(obj[0][1].get('memberOf', [])) # call resolveGroups for each of those group DNs for gdn in obj[0][1].get('memberOf', []): groups = groups + resolveGroups(gdn) return groups -- Lars Kellogg-Stedman From aaron.techgeeks at gmail.com Thu Nov 6 16:47:15 2008 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Thu, 6 Nov 2008 15:47:15 -0600 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <49135FF3.3000502@jennic.com> References: <49135FF3.3000502@jennic.com> Message-ID: wedding vegetables? :D Mike, I'll test it ASAP, can I install over top of the old version or do I need to remove it? what is the recommended uninstall method? Aaron On Thu, Nov 6, 2008 at 3:21 PM, Mike Peachey wrote: > To all you loving testers out there, I've been working my wedding > vegetables off trying to get a new completely refactored (and, more > importantly, working) version of RT::Authen::ExternalAuth out to you and > the first beta is now complete and attached to this e-mail. > > It's also available from the SVN trunk and has been uploaded to CPAN, > but might take time to propagate. > > I emplore you to test this out as soon as possible and let me and Kevin > know of any and all problems encountered. > > Thanks all. > > Bear in mind, given that 99% of people use it for LDAP rather than DBI > authentication, at the moment DBI auth is *completely* untested and > assuredly broken - but LDAP should work fine now. > -- > Kind Regards, > > __________________________________________________ > > Mike Peachey, IT > Tel: +44 114 281 2655 > Fax: +44 114 281 2951 > Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK > Comp Reg No: 3191371 - Registered In England > http://www.jennic.com > __________________________________________________ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Thu Nov 6 17:06:17 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 06 Nov 2008 22:06:17 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: References: <49135FF3.3000502@jennic.com> Message-ID: <49136A59.4000402@jennic.com> Aaron Zuercher wrote: > wedding vegetables? :D Yes. :) > > Mike, > I'll test it ASAP, can I install over top of the old version or do I > need to remove it? what is the recommended uninstall method? > Over the top is fine. User_Vendor.pm is still there, but has been reduced to almost nothing. All the functionality has been moved out to: lib/RT/Authen/ExternalAuth.pm lib/RT/Authen/ExternalAuth/LDAP.pm lib/RT/Authen/ExternalAuth/DBI.pm Uninstallation is a manual affar I'm afraid. For RT-3.6.x you basically need to remove every file detailed in the MANIFEST file, but for RT-3.8.x you should just be able to remove the local/plugins/RT-Authen-ExternalAuth directory. -- 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 aaron.techgeeks at gmail.com Thu Nov 6 17:23:42 2008 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Thu, 6 Nov 2008 16:23:42 -0600 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <49136A59.4000402@jennic.com> References: <49135FF3.3000502@jennic.com> <49136A59.4000402@jennic.com> Message-ID: I'm still getting the same error: Can't call method "SetDisabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087. I installed over the top and recieved that error. so then I remove the RT_AUTH dir from the plugins folder and reinstalled again. Same error. Here is what the rt.log shows (looks promising): [Thu Nov 6 22:16:48 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov 6 22:16:57 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov 6 22:16:57 2008] [debug]: $pass defined (slinky), Running IsPassword (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:69) [Thu Nov 6 22:16:57 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:16:57 2008] [debug]: Trying External Authentication ( mccartyj ) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:24) [Thu Nov 6 22:16:57 2008] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:150) [Thu Nov 6 22:16:57 2008] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:13) [Thu Nov 6 22:16:57 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (&(cn=mccartyj)(objectclass=Person)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:40) [Thu Nov 6 22:16:57 2008] [debug]: Found LDAP DN: cn=McCartyJ,ou=Users,o=Dist86 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:72) [Thu Nov 6 22:16:57 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (member=cn=McCartyJ,ou=Users,o=Dist86) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:97) [Thu Nov 6 22:16:57 2008] [warning]: Use of uninitialized value in join or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:136) [Thu Nov 6 22:16:57 2008] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:136) [Thu Nov 6 22:16:57 2008] [debug]: RT::User::IsPassword EXTERNAL AUTH OKAY (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:26) [Thu Nov 6 22:16:57 2008] [debug]: UserExists params: username: mccartyj , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Thu Nov 6 22:16:57 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (&(objectclass=Person)(cn=mccartyj)) == Attrs: l,givenName,st,mail,uid,co,ou,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Thu Nov 6 22:16:57 2008] [debug]: UserExists params: username: mccartyj , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Thu Nov 6 22:16:57 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (&(objectclass=Person)(cn=mccartyj)) == Attrs: l,givenName,st,mail,uid,co,ou,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Thu Nov 6 22:16:57 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (&(objectclass=Person)(employmentStatus=Terminated)(cn=mccartyj)) == Attrs: uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:395) [Thu Nov 6 22:16:57 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:16:58 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:16:58 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov 6 22:16:58 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:16:58 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov 6 22:16:58 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:17:16 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov 6 22:17:16 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:17:16 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov 6 22:17:19 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov 6 22:17:19 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:17:19 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov 6 22:17:20 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:17:20 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov 6 22:17:20 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:17:23 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:17:23 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov 6 22:17:23 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:17:23 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov 6 22:17:23 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:17:40 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov 6 22:17:48 2008] [debug]: $pass defined (slinky), Running IsPassword (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:69) [Thu Nov 6 22:17:48 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov 6 22:17:48 2008] [debug]: Trying External Authentication ( mccartyj ) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:24) [Thu Nov 6 22:17:48 2008] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:150) [Thu Nov 6 22:17:48 2008] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:13) [Thu Nov 6 22:17:48 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (&(cn=mccartyj)(objectclass=Person)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:40) [Thu Nov 6 22:17:48 2008] [debug]: Found LDAP DN: cn=McCartyJ,ou=Users,o=Dist86 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:72) [Thu Nov 6 22:17:48 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (member=cn=McCartyJ,ou=Users,o=Dist86) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:97) [Thu Nov 6 22:17:48 2008] [warning]: Use of uninitialized value in join or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:136) [Thu Nov 6 22:17:48 2008] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:136) [Thu Nov 6 22:17:48 2008] [debug]: RT::User::IsPassword EXTERNAL AUTH OKAY (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:26) [Thu Nov 6 22:17:48 2008] [debug]: UserExists params: username: mccartyj , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Thu Nov 6 22:17:48 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (&(objectclass=Person)(cn=mccartyj)) == Attrs: l,givenName,st,mail,uid,co,ou,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Thu Nov 6 22:17:48 2008] [debug]: UserExists params: username: mccartyj , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Thu Nov 6 22:17:48 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (&(objectclass=Person)(cn=mccartyj)) == Attrs: l,givenName,st,mail,uid,co,ou,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Thu Nov 6 22:17:48 2008] [debug]: LDAP Search === Base: o=dist86 == Filter: (&(objectclass=Person)(employmentStatus=Terminated)(cn=mccartyj)) == Attrs: uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:395) [Thu Nov 6 22:17:48 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) On Thu, Nov 6, 2008 at 4:06 PM, Mike Peachey wrote: > Aaron Zuercher wrote: > >> wedding vegetables? :D >> > > Yes. :) > > >> Mike, >> I'll test it ASAP, can I install over top of the old version or do I need >> to remove it? what is the recommended uninstall method? >> >> > Over the top is fine. User_Vendor.pm is still there, but has been reduced > to almost nothing. All the functionality has been moved out to: > lib/RT/Authen/ExternalAuth.pm > lib/RT/Authen/ExternalAuth/LDAP.pm > lib/RT/Authen/ExternalAuth/DBI.pm > > Uninstallation is a manual affar I'm afraid. For RT-3.6.x you basically > need to remove every file detailed in the MANIFEST file, but for RT-3.8.x > you should just be able to remove the local/plugins/RT-Authen-ExternalAuth > directory. > > -- > 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 > __________________________________________________ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From brian.friday at gmail.com Thu Nov 6 18:16:11 2008 From: brian.friday at gmail.com (Brian Friday) Date: Thu, 6 Nov 2008 15:16:11 -0800 Subject: [rt-users] RT2-to-RT3 migration tool question Message-ID: Hello all, I have a RT 2 database which I am attempting to migrate up to RT3 using the RT2-to-RT3 migration tool found here: http://search.cpan.org/~falcone/RT-Extension-RT2toRT3-1.26/ Basically I am looking for a way to modify data on the fly while it is being pulled out by this tool. Detailed walkthrough of what I am doing follows below. ------- One of the code changes made to the database back in 2002 was a change to the priority fields to reflect a word rather than a number. So where RT2 normally has `InitialPriority` init(11) default NULL Our instance has `InitialPriority` enum('urgent','high','medium','low','project') default NULL, All *Priority columns in the tables Queues and Tickets are effected by this change. What I would like to do is using the RT2-to-RT3 migration tool take the output that it is getting in preparation to dump to a file and on the fly change the priority from word to numeric value. So where priority = urgent, high, medium, low, or project the name is changed to the value 90,70,50,20, and 10 respectively. So after some debugging I found the area I need to target (at least for the queues so far) at line #457 in the rt2-to-dumpfile program specifically the program snippet below: foreach my $Queue ( @{ $Queues->ItemsArrayRef } ) { my $queue_ds; foreach my $param ( sort @{$FIELD_MAPPINGS{'RT::Queue'}} ) { $queue_ds->{$param} = $Queue->_Value($param) if ( $Queue->_Value($param) ); } What I have done is put in the following: foreach my $Queue ( @{ $Queues->ItemsArrayRef } ) { my $queue_ds; foreach my $param ( sort @{$FIELD_MAPPINGS{'RT::Queue'}} ) { if ($param eq "FinalPriority") { if ($Queue->__Value($param) eq 'urgent') { $Queue->_Set($param) = '90'; } elsif ($Queue->__Value($param) eq 'high') { $Queue->_Set($param) = '70'; } elsif ($Queue->__Value($param) eq 'medium') { $Queue->_Set($param) = '50'; } elsif ($Queue->__Value($param) eq 'low') { $Queue->_Set($param) = '20'; } elsif ($Queue->__Value($param) eq 'project') { $Queue->_Set($param) = '10'; } else { } } $queue_ds->{$param} = $Queue->_Value($param) if ( $Queue->_Value($param) ); } While this should work in theory based on reading the DBIx pages on cpan it looks like there is no method by which to actually modify a __Value only return that value. I know the program is correctly going through the if value eq name tree as the first value it is being fed is "low" and we error out with the following line. Can't modify non-lvalue subroutine call at ./rt-2.0-to-dumpfile line 551. Is this a fruitless task or is it indeed possible to modify this value in some method while going through the rt2-to-dumpfile program. Or should I give up and rather create a script to copy the tables Queues and Tickets pulling down their data and putting it back into a new version that uses numeric values instead of name values. Thanks for reading this far down, I am hoping someone has done something similar.... - Brian From gordon at cryologic.com Thu Nov 6 18:38:17 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 07 Nov 2008 10:38:17 +1100 Subject: [rt-users] wildcards in custom field searches Message-ID: <49137FE9.4020609@cryologic.com> I am currently performing a search on a custom field like so: 'CF.{Serial Numbers}' LIKE '655' This obviously searches through the custom field "Serial Numbers". Unfortunately information often gets put in the wrong place and locating it can be difficult. Is it possible to use a wildcard (or other simple method) to search through all custom fields? For example: 'CF.{%}' LIKE '655' (I tried this but it didn't work) thanks Gordon From ruz at bestpractical.com Thu Nov 6 18:53:11 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 7 Nov 2008 02:53:11 +0300 Subject: [rt-users] wildcards in custom field searches In-Reply-To: <49137FE9.4020609@cryologic.com> References: <49137FE9.4020609@cryologic.com> Message-ID: <589c94400811061553o3da7437ej44a577253c5d692e@mail.gmail.com> There is no way to use a wildcard instead of field name. Use patterns to check input and avoid misplacing of info. On Fri, Nov 7, 2008 at 2:38 AM, wrote: > I am currently performing a search on a custom field like so: > > 'CF.{Serial Numbers}' LIKE '655' > > This obviously searches through the custom field "Serial Numbers". > > Unfortunately information often gets put in the wrong place and locating > it can be difficult. > > Is it possible to use a wildcard (or other simple method) to search > through all custom fields? For example: > > 'CF.{%}' LIKE '655' (I tried this but it didn't work) > > thanks > Gordon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Nov 6 19:03:40 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 7 Nov 2008 03:03:40 +0300 Subject: [rt-users] RT2-to-RT3 migration tool question In-Reply-To: References: Message-ID: <589c94400811061603j1fd16b16u5e5b581ef5931052@mail.gmail.com> On Fri, Nov 7, 2008 at 2:16 AM, Brian Friday wrote: > Hello all, > > I have a RT 2 database which I am attempting to migrate up to RT3 > using the RT2-to-RT3 migration tool found here: http://search.cpan.org/~falcone/RT-Extension-RT2toRT3-1.26/ > > Basically I am looking for a way to modify data on the fly while it is > being pulled out by this tool. Detailed walkthrough of what I am doing > follows below. > > ------- > > One of the code changes made to the database back in 2002 was a change > to the priority fields to reflect a word rather than a number. > > So where RT2 normally has > > `InitialPriority` init(11) default NULL > > Our instance has > > `InitialPriority` enum('urgent','high','medium','low','project') > default NULL, > > All *Priority columns in the tables Queues and Tickets are effected by > this change. > > What I would like to do is using the RT2-to-RT3 migration tool take > the output that it is getting in preparation to dump to a file and on > the fly change the priority from word to numeric value. So where > priority = urgent, high, medium, low, or project the name is changed > to the value 90,70,50,20, and 10 respectively. > > So after some debugging I found the area I need to target (at least > for the queues so far) at line #457 in the > rt2-to-dumpfile program specifically the program snippet below: > > foreach my $Queue ( @{ $Queues->ItemsArrayRef } ) { > my $queue_ds; > foreach my $param ( sort @{$FIELD_MAPPINGS{'RT::Queue'}} ) { > $queue_ds->{$param} = $Queue->_Value($param) > if ( $Queue->_Value($param) ); > } I think it's pretty simple. Instead of the following: if ($Queue->__Value($param) eq 'urgent') { $Queue->_Set($param) = '90'; where you try to change your RT2 DB, you can change temporary $queue_ds hash the tool builds before pushing data into file, something like that: if ($param eq "FinalPriority") { if ($Queue->__Value($param) eq 'urgent') { $queue_ds->{$param} = '90'; } elsif ($Queue->__Value($param) eq 'high') { $queue_ds->{$param} = '70'; } elsif ($Queue->__Value($param) eq 'medium') { ... } else { $queue_ds->{$param} = $Queue->_Value($param) if ( $Queue->_Value($param) ); } > > What I have done is put in the following: > > foreach my $Queue ( @{ $Queues->ItemsArrayRef } ) { > my $queue_ds; > foreach my $param ( sort @{$FIELD_MAPPINGS{'RT::Queue'}} ) { > if ($param eq "FinalPriority") { > if ($Queue->__Value($param) eq 'urgent') { > $Queue->_Set($param) = '90'; > } elsif ($Queue->__Value($param) eq 'high') { > $Queue->_Set($param) = '70'; > } elsif ($Queue->__Value($param) eq 'medium') { > $Queue->_Set($param) = '50'; > } elsif ($Queue->__Value($param) eq 'low') { > $Queue->_Set($param) = '20'; > } elsif ($Queue->__Value($param) eq 'project') { > $Queue->_Set($param) = '10'; > } else { } > } > $queue_ds->{$param} = $Queue->_Value($param) > if ( $Queue->_Value($param) ); > } > > While this should work in theory based on reading the DBIx pages on > cpan it looks like there is no method by which to actually modify a > __Value only return that value. I know the program is correctly going > through the if value eq name tree as the first value it is being fed > is "low" and we error out with the following line. > > Can't modify non-lvalue subroutine call at ./rt-2.0-to-dumpfile line > 551. > > Is this a fruitless task or is it indeed possible to modify this value > in some method while going through the rt2-to-dumpfile program. > > Or should I give up and rather create a script to copy the tables > Queues and Tickets pulling down their data and putting it back into a > new version that uses numeric values instead of name values. > > Thanks for reading this far down, I am hoping someone has done > something similar.... > > - Brian > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From brian.friday at gmail.com Thu Nov 6 19:36:52 2008 From: brian.friday at gmail.com (Brian Friday) Date: Thu, 6 Nov 2008 16:36:52 -0800 Subject: [rt-users] RT2-to-RT3 migration tool question In-Reply-To: <589c94400811061603j1fd16b16u5e5b581ef5931052@mail.gmail.com> References: <589c94400811061603j1fd16b16u5e5b581ef5931052@mail.gmail.com> Message-ID: <3DF7DDB5-5C59-4643-A49A-F57A382115B9@gmail.com> Ah Ha! On Nov 6, 2008, at 4:03 PM, Ruslan Zakirov wrote: > On Fri, Nov 7, 2008 at 2:16 AM, Brian Friday > wrote: >> >> What I would like to do is using the RT2-to-RT3 migration tool take >> the output that it is getting in preparation to dump to a file and on >> the fly change the priority from word to numeric value. So where >> priority = urgent, high, medium, low, or project the name is changed >> to the value 90,70,50,20, and 10 respectively. >> >> So after some debugging I found the area I need to target (at least >> for the queues so far) at line #457 in the >> rt2-to-dumpfile program specifically the program snippet below: >> >> foreach my $Queue ( @{ $Queues->ItemsArrayRef } ) { >> my $queue_ds; >> foreach my $param ( sort @{$FIELD_MAPPINGS{'RT::Queue'}} ) { >> $queue_ds->{$param} = $Queue->_Value($param) >> if ( $Queue->_Value($param) ); >> } > > I think it's pretty simple. Instead of the following: > if ($Queue->__Value($param) eq 'urgent') { > $Queue->_Set($param) = '90'; > where you try to change your RT2 DB, you can change temporary > $queue_ds hash the tool builds before pushing data into file, > something like that: > > if ($param eq "FinalPriority") { > if ($Queue->__Value($param) eq 'urgent') { > $queue_ds-> {$param} = '90'; > } elsif ($Queue->__Value($param) eq 'high') { > $queue_ds->{$param} = '70'; > } elsif ($Queue->__Value($param) eq 'medium') { > ... > } > else { > $queue_ds->{$param} = $Queue->_Value($param) > if ( $Queue->_Value($param) ); > } > Ah Ha! I knew I was missing something glaringly obvious but somehow I didn't see the nose or in this case the temporary hash in front of my face. For historical etc reference the code change I put in at 457 (which works based on a data dumper output before and after) is the following: if (($param eq "FinalPriority") || ($param eq 'InitialPriority')) { if ($Queue->__Value($param) eq 'urgent') { $queue_ds->{$param} = '90'; } elsif ($Queue->__Value($param) eq 'high') { $queue_ds->{$param} = '70'; } elsif ($Queue->__Value($param) eq 'medium') { $queue_ds->{$param} = '50'; } elsif ($Queue->__Value($param) eq 'low') { $queue_ds->{$param} = '20'; } elsif ($Queue->__Value($param) eq 'project') { $queue_ds->{$param} = '10'; } elsif ($Queue->__Value($param) eq 'back burner') { $queue_ds->{$param} = '5'; } } else { $queue_ds->{$param} = $Queue->_Value($param) if ( $Queue->_Value($param) ); } Thanks for the quick assistance Ruslan! - Brian From btm at loftninjas.org Thu Nov 6 21:51:47 2008 From: btm at loftninjas.org (Bryan McLellan) Date: Thu, 6 Nov 2008 18:51:47 -0800 Subject: [rt-users] RT 3.8.1 Logged out on Search In-Reply-To: References: Message-ID: <893823750811061851s4822d4f2r399c1cbed9b57c38@mail.gmail.com> I recently upgraded to RT 3.8.1, RT-Authen-ExternalAuth-0.06_03 and RT-Extension-CommandByMail-0.06 from source. I was running RT 3.6.7, installed over the top of the RT 3.6.5 debian package. Everything looks pretty good, although I think I see that odd performance problem with firefox on linux sometimes. Generally when I search I get logged out, and see this error: [Fri Nov 7 02:42:54 2008] [error]: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113) [Fri Nov 7 02:42:54 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) When I log back in, I get the expected search results page. I'm able to log in, manipulate tickets just fine. I just get logged out on the search. Ideas? I'll look at the source tomorrow I think. Bryan McLellan From Munsch at phillycarshare.org Thu Nov 6 22:46:49 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 6 Nov 2008 22:46:49 -0500 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc> Quick question: if I try the new .07_1, and get this on login (whether as root or as a user in AD): Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 39, line 323. Have I borked something more basic, or would more info / my debug logs be useful to you? FYI, from what I see in the log, it doesn't even look like any attempt to query AD has been made, so I don't know what sort of cleverness I perpetrated here. ________________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Zuercher Sent: Thursday, November 06, 2008 5:24 PM To: mike.peachey at jennic.com Cc: RT Users Subject: Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. I'm still getting the same error: Can't call method "SetDisabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087. I installed over the top and recieved that error.? so then I remove the RT_AUTH dir from the plugins folder and reinstalled again.? Same error.?? Here is what the rt.log shows (looks promising): [Thu Nov? 6 22:16:48 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov? 6 22:16:57 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov? 6 22:16:57 2008] [debug]: $pass defined (slinky), Running IsPassword (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:69) [Thu Nov? 6 22:16:57 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:16:57 2008] [debug]: Trying External Authentication ( mccartyj ) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:24) [Thu Nov? 6 22:16:57 2008] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:150) [Thu Nov? 6 22:16:57 2008] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:13) [Thu Nov? 6 22:16:57 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (&(cn=mccartyj)(objectclass=Person)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:40) [Thu Nov? 6 22:16:57 2008] [debug]: Found LDAP DN: cn=McCartyJ,ou=Users,o=Dist86 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:72) [Thu Nov? 6 22:16:57 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (member=cn=McCartyJ,ou=Users,o=Dist86) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:97) [Thu Nov? 6 22:16:57 2008] [warning]: Use of uninitialized value in join or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:136) [Thu Nov? 6 22:16:57 2008] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ):? (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:136) [Thu Nov? 6 22:16:57 2008] [debug]: RT::User::IsPassword EXTERNAL AUTH OKAY (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:26) [Thu Nov? 6 22:16:57 2008] [debug]: UserExists params: username: mccartyj , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Thu Nov? 6 22:16:57 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (&(objectclass=Person)(cn=mccartyj)) == Attrs: l,givenName,st,mail,uid,co,ou,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Thu Nov? 6 22:16:57 2008] [debug]: UserExists params: username: mccartyj , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Thu Nov? 6 22:16:57 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (&(objectclass=Person)(cn=mccartyj)) == Attrs: l,givenName,st,mail,uid,co,ou,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Thu Nov? 6 22:16:57 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (&(objectclass=Person)(employmentStatus=Terminated)(cn=mccartyj)) == Attrs: uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:395) [Thu Nov? 6 22:16:57 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:16:58 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:16:58 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov? 6 22:16:58 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:16:58 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov? 6 22:16:58 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:17:16 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov? 6 22:17:16 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:17:16 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov? 6 22:17:19 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov? 6 22:17:19 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:17:19 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov? 6 22:17:20 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:17:20 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov? 6 22:17:20 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:17:23 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:17:23 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov? 6 22:17:23 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:17:23 2008] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) [Thu Nov? 6 22:17:23 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:17:40 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) [Thu Nov? 6 22:17:48 2008] [debug]: $pass defined (slinky), Running IsPassword (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:69) [Thu Nov? 6 22:17:48 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) [Thu Nov? 6 22:17:48 2008] [debug]: Trying External Authentication ( mccartyj ) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:24) [Thu Nov? 6 22:17:48 2008] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:150) [Thu Nov? 6 22:17:48 2008] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:13) [Thu Nov? 6 22:17:48 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (&(cn=mccartyj)(objectclass=Person)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:40) [Thu Nov? 6 22:17:48 2008] [debug]: Found LDAP DN: cn=McCartyJ,ou=Users,o=Dist86 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:72) [Thu Nov? 6 22:17:48 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (member=cn=McCartyJ,ou=Users,o=Dist86) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:97) [Thu Nov? 6 22:17:48 2008] [warning]: Use of uninitialized value in join or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:136) [Thu Nov? 6 22:17:48 2008] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ):? (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:136) [Thu Nov? 6 22:17:48 2008] [debug]: RT::User::IsPassword EXTERNAL AUTH OKAY (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:26) [Thu Nov? 6 22:17:48 2008] [debug]: UserExists params: username: mccartyj , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Thu Nov? 6 22:17:48 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (&(objectclass=Person)(cn=mccartyj)) == Attrs: l,givenName,st,mail,uid,co,ou,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Thu Nov? 6 22:17:48 2008] [debug]: UserExists params: username: mccartyj , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Thu Nov? 6 22:17:48 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (&(objectclass=Person)(cn=mccartyj)) == Attrs: l,givenName,st,mail,uid,co,ou,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Thu Nov? 6 22:17:48 2008] [debug]: LDAP Search ===? Base: o=dist86 == Filter: (&(objectclass=Person)(employmentStatus=Terminated)(cn=mccartyj)) == Attrs: uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:395) [Thu Nov? 6 22:17:48 2008] [crit]: User #13 has principal of Group type (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1123) On Thu, Nov 6, 2008 at 4:06 PM, Mike Peachey wrote: Aaron Zuercher wrote: wedding vegetables? ?:D Yes. :) Mike, I'll test it ASAP, can I install over top of the old version or do I need to remove it? ?what is the recommended uninstall method? Over the top is fine. User_Vendor.pm is still there, but has been reduced to almost nothing. All the functionality has been moved out to: lib/RT/Authen/ExternalAuth.pm lib/RT/Authen/ExternalAuth/LDAP.pm lib/RT/Authen/ExternalAuth/DBI.pm Uninstallation is a manual affar I'm afraid. For RT-3.6.x you basically need to remove every file detailed in the MANIFEST file, but for RT-3.8.x you should just be able to remove the local/plugins/RT-Authen-ExternalAuth directory. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Fri Nov 7 03:18:47 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 08:18:47 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc> References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc> Message-ID: <4913F9E7.3030708@jennic.com> Robert Munsch wrote: > Quick question: if I try the new .07_1, and get this on login (whether as root or as a user in AD): > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 39, line 323. > > Have I borked something more basic, or would more info / my debug logs be useful to you? FYI, from what I see in the log, it doesn't even look like any attempt to query AD has been made, so I don't know what sort of cleverness I perpetrated here. I'm not sure, that seems to suggest the file local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm hasn't been found. Try manually removing all ExternalAuth files and installing again. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Fri Nov 7 03:19:33 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 08:19:33 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: References: <49135FF3.3000502@jennic.com> <49136A59.4000402@jennic.com> Message-ID: <4913FA15.8030305@jennic.com> Aaron Zuercher wrote: > I'm still getting the same error: > Can't call method "SetDisabled" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087. > > I installed over the top and recieved that error. so then I remove the > RT_AUTH dir from the plugins folder and reinstalled again. Same > error. Here is what the rt.log shows (looks promising): > Can you take a look at your databases Users table and keep an eye out for any users whose principal ID has been set to #13? -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From elacour at easter-eggs.com Fri Nov 7 03:34:35 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 7 Nov 2008 09:34:35 +0100 Subject: [rt-users] "New Ticket" creation screen question In-Reply-To: <49133666.2070608@lbl.gov> References: <49133666.2070608@lbl.gov> Message-ID: <20081107083434.GA3431@easter-eggs.com> On Thu, Nov 06, 2008 at 10:24:38AM -0800, Kenneth Crocker wrote: > To List, > > > I have a user that wants to know if I can change RT to allow that last > Queue Selection from the "New Ticket" option (in the upper right hand of > the screen) to STAY as last selected until changed. Her reason is that > just because she is allowed to create tickets in 10 different Queues, > doesn't mean she wants to keep dropping down to the bottom to select the > SAME queue over and over. HHHMM. Did I say that right? Let's try again. > When she has to create many tickets in a row in the same queue, she > would like the last queue selection from the dropdown to remain as the > selection until changed. Is there a way to do that? Anyone?? Thanks in > advance. > In 3.8.1, the default queue displayed here is configurable site wide and in user preferences, this could help this user maybe. From michael at bilderhelden.de Fri Nov 7 03:36:46 2008 From: michael at bilderhelden.de (Michael Bieniek) Date: Fri, 7 Nov 2008 09:36:46 +0100 Subject: [rt-users] Self service in RT 3.8.x | SelfService mit RT 3.8.x Message-ID: Hi, is it possible to enable SelfService in RT 3.8.x or must i install modules to enable it? If it is so, can anybody say me whitch modules i have to install for this? Has anyone expirience with with SelfService on 3.8? Best regards Michael ----------------- Hallo, ist bei RT 3.8 bereits eine SelfService funktion eingebaut? Wenn nicht welche Module muss ich dann nachinstallieren um das zum laufen zu bringen. Hat jemand schon Erfahrungen damit gemacht? Gr??e Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Fri Nov 7 03:56:07 2008 From: woody at wildthingsafaris.com (Woody - Wild Things) Date: Fri, 07 Nov 2008 11:56:07 +0300 Subject: [rt-users] Optimising for low bandwidth Message-ID: <491402A7.30409@wildthingsafaris.com> Hi all, We use RT 3.8.1 (gentoo,apache2,mod perl) for use with our sales team for Safaris in Tanzania. We have extremely poor internet connectivity from Tanzania (no fibre yet) - our ISP has less transit B/W than most of you have to your homes! and 800ms latency. It is therefore important to us to keep b/w usage to a minimum. If you've every used a 14.4modem, its like that! I have a few ideas to help this and have searched the net without luck. I can code basic perl. 1. I'd like to automatically strip sigs from emails stored in the database, so the Ticket's page is not so long with all the transactions - can anyone suggest where i should put the code to do: $sig_marker="------------" s/$sig_marker.*?$sig_marker//sg to remove a sig like -------------------- my sig -------------------- or should it be in a scrip? 2. I'd like to parse the transaction through something like uniq(1) to get rid of duplicate lines, and also to remove lines that are: > > > > > > > > > > to only one line. where should i put this code? in a scrip, or in local/lib/RT? which module? I think i can write the code, but need advice on the correct way to go about it. 3. I'd like to only display the last few emails for a ticket, and even then, maybe only the first 5-6kb of a email - our clients reply without trimming mails to relevant detail, and threads can be over 50 mails long! that can make a display ticket page over a MB in some cases. I thin this may be a larger hack. 4. If anyone else has any great ideas about how to optimise RT for low bandwidth, I'd love to know! thanks in advance Woody. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Mobile: +255 (0) 773 503 502 http://www.wildthingsafaris.com From elacour at easter-eggs.com Fri Nov 7 04:22:18 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 7 Nov 2008 10:22:18 +0100 Subject: [rt-users] Self service in RT 3.8.x | SelfService mit RT 3.8.x In-Reply-To: References: Message-ID: <20081107092217.GD3431@easter-eggs.com> On Fri, Nov 07, 2008 at 09:36:46AM +0100, Michael Bieniek wrote: > Hi, > is it possible to enable SelfService in RT 3.8.x or must i install modules > to enable it? If it is so, can anybody say me whitch modules i have to > install for this? Has anyone expirience with with SelfService on 3.8? > SelfService is available in 3.8, no need for third-party modules. Every "unprivileged" users will be redirected automatically to SelfService. "privileged" users can go to SelfService with an url like http://..../SelfService/ From torsten.brumm at googlemail.com Fri Nov 7 04:48:34 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 7 Nov 2008 10:48:34 +0100 Subject: [rt-users] Optimising for low bandwidth In-Reply-To: <491402A7.30409@wildthingsafaris.com> References: <491402A7.30409@wildthingsafaris.com> Message-ID: Hi Richard, not done this till now, but i think if you strip up the css this will offer you a better performance. But not sure if someone else did this already. Torsten 2008/11/7 Woody - Wild Things > Hi all, > > We use RT 3.8.1 (gentoo,apache2,mod perl) for use with our sales team > for Safaris in Tanzania. We have extremely poor internet connectivity > from Tanzania (no fibre yet) - our ISP has less transit B/W than most of > you have to your homes! and 800ms latency. It is therefore important to > us to keep b/w usage to a minimum. If you've every used a 14.4modem, its > like that! > > I have a few ideas to help this and have searched the net without luck. > I can code basic perl. > > 1. I'd like to automatically strip sigs from emails stored in the > database, so the Ticket's page is not so long with all the transactions > - can anyone suggest where i should put the code to do: > > $sig_marker="------------" > s/$sig_marker.*?$sig_marker//sg > > to remove a sig like > > -------------------- > my sig > -------------------- > > or should it be in a scrip? > > 2. I'd like to parse the transaction through something like uniq(1) to > get rid of duplicate lines, and also to remove lines that are: > > > > > > > > > > > > > > > > to only one line. > > where should i put this code? in a scrip, or in local/lib/RT? which > module? I think i can write the code, but need advice on the correct way > to go about it. > > 3. I'd like to only display the last few emails for a ticket, and even > then, maybe only the first 5-6kb of a email - our clients reply without > trimming mails to relevant detail, and threads can be over 50 mails > long! that can make a display ticket page over a MB in some cases. I > thin this may be a larger hack. > > 4. If anyone else has any great ideas about how to optimise RT for low > bandwidth, I'd love to know! > > thanks in advance > > Woody. > -- > ----------------------- > Richard Wood (Woody) > Managing Director > Wild Thing Safaris Ltd. > PO BOX 34514 DSM > Office: +255 (0) 222 617 166 > Mobile: +255 (0) 773 503 502 > > http://www.wildthingsafaris.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From alberto.villanueva at altran.es Fri Nov 7 04:48:33 2008 From: alberto.villanueva at altran.es (alberto.villanueva at altran.es) Date: Fri, 7 Nov 2008 10:48:33 +0100 (CET) Subject: [rt-users] Modidy Requestor Message-ID: <58831.195.53.109.62.1226051313.squirrel@webmail.altran.es> Hello, I'd like to modify the requestor when a new ticket is created. I'm trying next, but I'm not sure: *********************************************** Condition --------- User-defined Action ------ User-defined (should it be "Create Ticket"?? Template -------- empty Custom condition ---------------- my $trans = $self->TransactionObj; return 0 unless $trans->Field eq 'Owner'; return 1 if $trans->OldValue == RT::Nobody( )->id( ); return 0; Preparation code of customized action ------------------------------------- $self->$TransactionObj->SetRequestor("e-mail"); $self->$TransactionObj->AddWatcher(Type => "Requestor", Email => "e-mail"); $self->TicketObj->AddWatcher( Type => "Cc", Email => "e-mail"); return 1; Cleanup code od customized action --------------------------------- return 1; *********************************************** I don't understand "custom condition", and in the "preparation code" I don't know if I have to use all lines... :( :( :( Thanks a lot! -- ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es From elacour at easter-eggs.com Fri Nov 7 05:19:04 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 7 Nov 2008 11:19:04 +0100 Subject: [rt-users] Optimising for low bandwidth In-Reply-To: References: <491402A7.30409@wildthingsafaris.com> Message-ID: <20081107101904.GE3431@easter-eggs.com> On Fri, Nov 07, 2008 at 10:48:34AM +0100, Torsten Brumm wrote: > Hi Richard, > not done this till now, but i think if you strip up the css this will offer > you a better performance. But not sure if someone else did this already. > RT already concatenate css in to one css file with CSS::Squish. It doesn't "compact" them thought. Quote from CSS::Squish README: --- It is possible that feature versions will include methods to compact whitespace and other parts of the CSS itself, but this functionality is not supported at the current time. --- From mike.peachey at jennic.com Fri Nov 7 05:51:53 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 10:51:53 +0000 Subject: [rt-users] Authen::ExternalAuth and SelfService In-Reply-To: <49121A8C.4030308@ggu.edu> References: <49121A8C.4030308@ggu.edu> Message-ID: <49141DC9.9030501@jennic.com> John McCoy, Jr wrote: > I have been setting up RT 3.8.1 on RHEL5 with v0.06_02 this is working > fine for privileged user login. However I get no log entries for it even > being tried when a user tries to login to SelfService. I'm hoping I've > just missed some easy config setting for this. > > Thanks all and mucho thanks to Mike P for this great module. I'm afraid my only immediate answer is to upgrade to 0.07_01. It may still have some bugs in it, but as of yesterday 0.06 and all related development builds should be considered *do not use* and will not be supported. In fact it's possible they have actually be breaking databases when autocreating users. If the problem still occurs with 0.07_01, post some debug log examples and I'll see what I can do. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Fri Nov 7 05:55:32 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 10:55:32 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <4913FA15.8030305@jennic.com> References: <49135FF3.3000502@jennic.com> <49136A59.4000402@jennic.com> <4913FA15.8030305@jennic.com> Message-ID: <49141EA4.5080709@jennic.com> Mike Peachey wrote: > Aaron Zuercher wrote: >> I'm still getting the same error: >> Can't call method "SetDisabled" on an undefined value at >> /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087. >> >> I installed over the top and recieved that error. so then I remove the >> RT_AUTH dir from the plugins folder and reinstalled again. Same >> error. Here is what the rt.log shows (looks promising): >> > > Can you take a look at your databases Users table and keep an eye out > for any users whose principal ID has been set to #13? > Also, if you can pop in to the rt IRC channel to try to work through it I think it would help us both a lot as you need your database fixing and I need to discover exactly what's happened so I can post instructions for everyone else for fixing their database. irc.perl.org #rt -- 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 cicero at insightbb.com Fri Nov 7 07:03:00 2008 From: cicero at insightbb.com (JOHN ROMAN) Date: Fri, 07 Nov 2008 07:03:00 -0500 Subject: [rt-users] RT 3.8.1 Logged out on Search In-Reply-To: <893823750811061851s4822d4f2r399c1cbed9b57c38@mail.gmail.com> References: <893823750811061851s4822d4f2r399c1cbed9b57c38@mail.gmail.com> Message-ID: Bryan, this should be an easy fix that has to do with differences in the RT database you migrated from versus the one you use in 3.8.1.? you'll need to follow these steps 1.? export the database from your old RT 2.? update the schema using the information contained in the UPGRADING.mysql file 3.? update the RT databases using the normal scripts contained in README ----- Original Message ----- From: Bryan McLellan Date: Thursday, November 6, 2008 21:52 Subject: [rt-users] RT 3.8.1 Logged out on Search To: rt-users at lists.bestpractical.com > I recently upgraded to RT 3.8.1, RT-Authen-ExternalAuth-0.06_03 and > RT-Extension-CommandByMail-0.06 from source. I was running RT 3.6.7, > installed over the top of the RT 3.6.5 debian package. > > Everything looks pretty good, although I think I see that odd > performance problem with firefox on linux sometimes. > > Generally when I search I get logged out, and see this error: > > [Fri Nov? 7 02:42:54 2008] [error]: Couldn't get principal > for not > loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113) > [Fri Nov? 7 02:42:54 2008] [error]: Group::HasMember was > called with > an argument that isn't an RT::Principal or id. It's (undefined) > (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031) > > When I log back in, I get the expected search results page. I'm able > to log in, manipulate tickets just fine. I just get logged out > on the > search. Ideas? I'll look at the source tomorrow I think. > > Bryan McLellan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cicero at insightbb.com Fri Nov 7 07:23:46 2008 From: cicero at insightbb.com (JOHN ROMAN) Date: Fri, 07 Nov 2008 07:23:46 -0500 Subject: [rt-users] RT 3.8.1 merged tickets slow In-Reply-To: References: Message-ID: lars, good idea.? MySQL query logs show im pulling alot of info from various different tickets (of course, lusers love to merge.)? curious if caching might help the situation, as precaching and output buffer adjustments to fcgid are now causing page render's to be lightning fast. anyone ----- Original Message ----- From: Lars Kellogg-Stedman Date: Thursday, November 6, 2008 16:05 Subject: Re: [rt-users] RT 3.8.1 merged tickets slow To: JOHN ROMAN > > any suggestions? > > How many tickets are in your database? > > Watch your MySQL query log to see what queries this request is > generating.? See if running the same queries by hand (via > mysqlclient)takes just as long.? This should at least help > differentiate database > slowness from something else.? It's not a solution, but it > may suggest > where to focus your efforts. > > -- > Lars Kellogg-Stedman > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Fri Nov 7 07:35:59 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 12:35:59 +0000 Subject: [rt-users] Do NOT use v0.06x of RT::Authen::ExternalAuth Message-ID: <4914362F.2070006@jennic.com> I know it has been said in other posts, but I wanted to make a clear statement to the mailing lists that at NO time should people use any of the following versions of RT::Authen::ExternalAuth - 0.06_01 0.06_02 0.06_03 0.06 If you use them you risk corrupting the User information in your RT database. Anyone who is already using one of those versions should *immediately* upgrade to v0.07_01 which is already available on CPAN and has been posted to the mailing list as an attachment last night: http://search.cpan.org/~zordrak. Anyone using 0.05 with RT-3.6.x should remain on 0.05 for the time being as it is perfectly compatible with RT-3.6.x - the more recent versions are for RT-3.8.x compatibility and refactoring for future development Anyone using a modified version of 0.05 with RT-3.8.x should wait for the release of v0.07 at which point I'm confident we will have a proper production version everyone can jump on. Other than that, anyone who would like to help test 0.07_01 for any remaining issues before it's released as 0.07 is more than welcome. The more thoroughly it gets tested the better 0.07 is going to be. For anyone concerned, I am personally running 0.07_01 in a production environment and haven't had any issues yet. Thanks all. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From allan.eising at gmail.com Fri Nov 7 07:40:35 2008 From: allan.eising at gmail.com (Allan Eising) Date: Fri, 7 Nov 2008 13:40:35 +0100 Subject: [rt-users] OnCreateAutoReplyException Message-ID: Hi there, I am setting up my first RT system, and I ran into the scrip http://wiki.bestpractical.com/view/OnCreateAutoReplyException . The script looked like what I was looking for, so I've implemented it as per the instructions on the wiki. It does not work however. Emails in the @exceptionList array still receive the auto reply. I've tried to add the scrip both as a global one and to the queue, both with the same result. Can anyone provide me with assistance to debugging this? -- Best regards Allan Eising From Thomas.Knaupp at schwarz.de Fri Nov 7 07:36:15 2008 From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas) Date: Fri, 7 Nov 2008 13:36:15 +0100 Subject: [rt-users] RT 3.8.1 merged tickets slow In-Reply-To: References: Message-ID: Hi John, > im using RT 3.8.1, and have googled this issue extensively to no avail. > > RT 3.8.1 migrated from 3.4.5 > mysql 5 upgraded from mysql4 with both the RT updates > as well as the UPDATE.mysql schema updates applied apache 2.x > > loading a merged ticket takes on the order of 1-2 minutes in some cases. > often times fetching a merged ticket results in an apache timeout while > waiting on the script. Maybe it's this: RT tries to write hundreds of messages to syslog when opening merged tickets ... Try to decrease that using Set($LogToSyslog , 'info'); in RT_SiteConfig.pm --> See http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=498692 Regards, Tom -- Schwarz Computer Systeme GmbH Altenhofweg 2a 92318 Neumarkt http://www.schwarz.de ___________________________________________ Geschaeftsfuehrer: Manfred Schwarz Sitz der Gesellschaft: Neumarkt i.d.Opf. Registergericht: AG Nuernberg, HRB 11908 ___________________________________________ Diese eMail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese eMail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese eMail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 27599 bytes Desc: not available URL: From cicero at insightbb.com Fri Nov 7 07:58:55 2008 From: cicero at insightbb.com (JOHN ROMAN) Date: Fri, 07 Nov 2008 07:58:55 -0500 Subject: [rt-users] RT 3.8.1 merged tickets slow In-Reply-To: References: Message-ID: congratulations Thomas, this was the problem! RT is humming along nicely now.? ill add this under performance tips in the wiki :) John Roman Lexmark Intl. ----- Original Message ----- From: "Knaupp, Thomas" Date: Friday, November 7, 2008 7:36 Subject: Re: [rt-users] RT 3.8.1 merged tickets slow To: 'JOHN ROMAN' , "rt-users at lists.bestpractical.com" > Hi John, > > > im using RT 3.8.1, and have googled this issue extensively to > no avail. > > > > RT 3.8.1 migrated from 3.4.5 > > mysql 5 upgraded from mysql4 with both the RT updates > > as well as the UPDATE.mysql schema updates applied apache 2.x > > > > loading a merged ticket takes on the order of 1-2 minutes in > some cases. > > often times fetching a merged ticket results in an apache > timeout while > > waiting on the script. > > > Maybe it's this: RT tries to write hundreds of messages to > syslog when opening merged tickets ... > > Try to decrease that using > ? Set($LogToSyslog , 'info'); > in RT_SiteConfig.pm > > --> See http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=498692 > > > Regards, > Tom > > > > -- > Schwarz Computer Systeme GmbH > Altenhofweg 2a > 92318 Neumarkt > http://www.schwarz.de > ___________________________________________ > > ?Geschaeftsfuehrer: Manfred Schwarz > ?Sitz der Gesellschaft: Neumarkt i.d.Opf. > ?Registergericht: AG Nuernberg, HRB 11908 > ___________________________________________ > > Diese eMail enthaelt moeglicherweise vertrauliche und/oder > rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige > Adressat sind oder diese eMail irrtuemlich erhalten haben, > informieren Sie bitte sofort den Absender und vernichten Sie > diese eMail. Das unerlaubte Kopieren sowie die unbefugte > Weitergabe dieser Mail ist nicht gestattet. > > This email may contain confidential and/or privileged > information. If you are not the intended recipient (or have > received this email in error) please notify the sender > immediately and destroy this email. Any unauthorized copying, > disclosure or distribution of the material in this email is > strictly forbidden. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From allan.eising at gmail.com Fri Nov 7 08:06:30 2008 From: allan.eising at gmail.com (Allan Eising) Date: Fri, 7 Nov 2008 14:06:30 +0100 Subject: [rt-users] OnCreateAutoReplyException In-Reply-To: References: Message-ID: Hi, I've fixed the problem myself. Please disregard this mail. Allan On Fri, Nov 7, 2008 at 1:40 PM, Allan Eising wrote: > Hi there, > > I am setting up my first RT system, and I ran into the scrip > http://wiki.bestpractical.com/view/OnCreateAutoReplyException . The > script looked like what I was looking for, so I've implemented it as > per the instructions on the wiki. > > It does not work however. Emails in the @exceptionList array still > receive the auto reply. > > I've tried to add the scrip both as a global one and to the queue, > both with the same result. > > Can anyone provide me with assistance to debugging this? > > -- > Best regards > > Allan Eising > From mike.peachey at jennic.com Fri Nov 7 08:13:54 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 13:13:54 +0000 Subject: [rt-users] OnCreateAutoReplyException In-Reply-To: References: Message-ID: <49143F12.3090701@jennic.com> Allan Eising wrote: > Hi, > > I've fixed the problem myself. > Please disregard this mail. Could you tell us what the problem/fix was for the benefit of others who may want to use this scrip? -- 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 victor.farina at queres.es Fri Nov 7 08:29:12 2008 From: victor.farina at queres.es (=?ISO-8859-1?Q?Victor_Fari=F1a_Infante?=) Date: Fri, 7 Nov 2008 14:29:12 +0100 Subject: [rt-users] Allow a corporate to view all tickets of her employees In-Reply-To: <4913344D.6050406@lbl.gov> References: <61951c260811050443r1d2be7f5q9b4d56359d0c7d7e@mail.gmail.com> <4911CCBB.3080006@lbl.gov> <61951c260811060204p272810d6j70cc1afffd110f67@mail.gmail.com> <4913344D.6050406@lbl.gov> Message-ID: <61951c260811070529q10fea7b5i63255b4b25ee9474@mail.gmail.com> Hello Again Maybe my problem is about permission model, i must read it again. Because i need that a user can "Reply to Tickets" and view properties, but on all configurations that i have the users can modify the "Basics" of every Ticket on his own queue. My permission model is as follow: Global-> Groups: Everyone-> CreateTicket CC->ReplyToTicket, ShowTicket Them i have userOfCompany1 belong to GroupCompany1 and i create a Queue calle QueueCompany1 with the following rights: Watchers: SupportGroup (our support people) as Administrative CC. Group Rights: GroupCompany1-> ShowTicket, ReplyToTicket and SeeQueue SupportGroup-> ALL rights Are this a common model ? or may be i am something wrong. Thanks On Thu, Nov 6, 2008 at 7:15 PM, Kenneth Crocker wrote: > Victor, > > > Having all the initial requests in one queue is STILL not a problem. > For example, the customers have different ID's, therefore are different > Requestors. If you grant the "ShowTicket" right to the Requestor role, > instead of Everyone or Privileged or Unprivileged, then ONLY the Requestor > of their own ticket can SEE those tickets in a queue. To further refine that > idea, put all the requestors from one company in 1 group and grant the > appropriate rights to THAT group, instead of Requestors or Everyone or > Privileged or Unprivileged. That's how we do it. Actually, we have one queue > that acts as the FIRST or REPOSITORY queue for requests that come in > INITIALLY, and not everyone can see those. Just the groups that are allowed. > So, I think that what you want to do can be done several different ways, > depending on how to grant the rights. One queue CAN work. Multiple queues > WILL work. It all depends on the kind of maintenance you want to get > involved in and your infrastructure procedures. Hope this helps. > > Kenn > LBNL > > On 11/6/2008 2:04 AM, Victor Fari?a Infante wrote: > >> Hello >> Thanks for the fast reply ;-). >> I am a newby at RT so it may sound strange, but if we do that, the users >> from one company can see Tickets from another company because I have all >> "Support" Tickets on the same Queue. I think that the solution could be to >> create a Queue per customer but i don't know if this is a good approach. >> Is this the correct way ? >> >> Regards >> >> On Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker > KFCrocker at lbl.gov>> wrote: >> >> Victor, >> >> >> Put all those users in the same group and grant >> "CreateTicket", "ReplyToTicket", "SeeQueue, "ShowTicket" for the >> group for that Queue. That should do it. I'd save the "Modifyticket" >> for the people that actually do the work on the ticket. Hope this >> helps. >> >> >> Kenn >> LBNL >> >> >> On 11/5/2008 4:43 AM, Victor Fari?a Infante wrote: >> >> Hello, >> I am using RT for about 3 months, and we like it a lot. >> Our problem is that we have 3 possible Ticket Openers (all from >> the same company) and when one login on the web inetrface can >> only see his own tickets, I would like that every contact of a >> company can see all Tickets from the users from his company. >> >> Is this possible ?? >> >> Thanks >> >> -- Victor Fari?a Infante >> Responsable Tecnolog?as >> Tlf. +34 981 90 90 10 >> http://www.queres.es >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com >> >> >> >> >> >> -- >> Victor Fari?a Infante >> Responsable Tecnolog?as >> Tlf. +34 981 90 90 10 >> http://www.queres.es >> > > -- Victor Fari?a Infante Responsable Tecnolog?as Tlf. +34 981 90 90 10 http://www.queres.es -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.techgeeks at gmail.com Fri Nov 7 09:10:53 2008 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Fri, 7 Nov 2008 08:10:53 -0600 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <4913FA15.8030305@jennic.com> References: <49135FF3.3000502@jennic.com> <49136A59.4000402@jennic.com> <4913FA15.8030305@jennic.com> Message-ID: database is empty. this is a fresh install on new server. On Fri, Nov 7, 2008 at 2:19 AM, Mike Peachey wrote: > Aaron Zuercher wrote: > >> I'm still getting the same error: >> Can't call method "SetDisabled" on an undefined value at >> /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087. >> >> I installed over the top and recieved that error. so then I remove the >> RT_AUTH dir from the plugins folder and reinstalled again. Same error. >> Here is what the rt.log shows (looks promising): >> >> > Can you take a look at your databases Users table and keep an eye out for > any users whose principal ID has been set to #13? > > -- > 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 > __________________________________________________ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From allan.eising at gmail.com Fri Nov 7 09:11:30 2008 From: allan.eising at gmail.com (Allan Eising) Date: Fri, 7 Nov 2008 15:11:30 +0100 Subject: [rt-users] OnCreateAutoReplyException In-Reply-To: <49143F12.3090701@jennic.com> References: <49143F12.3090701@jennic.com> Message-ID: Sure. My problem was that I didn't know that another scrip is taking care of the auto replies. So I identified the script using the syslog logging - it's quite simple to see, as it it writes the name of the scrip and then informs you that it sent out an email. Next I edited the scrip, and changed the condition to User Defined. FinalIy I pasted the scrip from the wiki in the Custom Condition box. Allan On Fri, Nov 7, 2008 at 2:13 PM, Mike Peachey wrote: > Allan Eising wrote: >> Hi, >> >> I've fixed the problem myself. >> Please disregard this mail. > > Could you tell us what the problem/fix was for the benefit of others who > may want to use this scrip? > -- > 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 alberto.villanueva at altran.es Fri Nov 7 09:25:35 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Fri, 7 Nov 2008 15:25:35 +0100 (CET) Subject: [rt-users] Extensiones for reports Message-ID: <5075.195.53.109.62.1226067935.squirrel@webmail.altran.es> Hi, I have searching new plugins for RT to build new reports. do you know where I can obtain them? thanks a lot, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es From joe.rtuser at gmail.com Fri Nov 7 09:34:57 2008 From: joe.rtuser at gmail.com (Joe Mailinglists) Date: Fri, 7 Nov 2008 09:34:57 -0500 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 Message-ID: Hi all, We've been using Horde+whups system for helpdesk in our University for the past 3 years. We recently upgraded it from a very old version and everything got hosed. We are planning to move to a better ticketing system that is more stable and can be upgraded later without breaking the existing infrastructure (databases, etc.). I heard good things about RT. My questions to you guys are the following: 1) We use a FreeBSD system. I see that there is a port available (rt36) for version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install rt36 now and later on upgrade to rt38 whenever it is available? If not, do you suggest that I manually download the latest version of rt3.8.1 and then install it from the source? Which method is safer/easier for upgrades in the long run? 2) If FreeBSD systems are not well supported, we can also move to a Linux system. Is it better to use a Linux system? 3) I've been reading that RT is memory intensive. Is 2 GB enough? This machine also runs the DHCP server. Do you guys recommend to have a separate system for RT? I hope these questions belong to this list. If not, can you please point me to the correct list? Thanks, Joe the rtuser :) -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Fri Nov 7 09:41:24 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 14:41:24 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc> References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc> Message-ID: <49145394.70704@jennic.com> Robert Munsch wrote: > Quick question: if I try the new .07_1, and get this on login (whether as root or as a user in AD): > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 39, line 323. > Did you previously have 0.05 installed? If so.. look for a file called ExternalAuth.om in local/lib/RT/Authen, If it's there - delete it. Also, local/lib/RT/User_Vendor.pm. Both are remnants of 0.05 which, if present, may override the correct ones in local/plugins. Unfortuantely, 0.07_01 will not cleanly install over 0.05, you have to extract 0.05 manually first. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From isaac at purdue.edu Fri Nov 7 09:51:37 2008 From: isaac at purdue.edu (Vetter, Isaac A) Date: Fri, 7 Nov 2008 09:51:37 -0500 Subject: [rt-users] RT unification (merging multiple RT instances) Message-ID: Hi All, Within my sub-organization, there were recently four distinct RTs running in various departments. We're making an effort to unify these. So far, departments have been willing to abandon their ticket databases to move. This is no longer the case. So, I'm looking at "unifying" two separate RTs by merging their data. We need a script that could migrate tickets from one RT to another without losing data. Considering the three options of using bin/rt, the API, or native db dump and a data massage tool, I think that the API is the better (re-usable, smaller chance of horribly breaking stuff, etc) route. Is there an option that I'm missing? Is there a (small) chance that someone already has an excellent perl script that Google doesn't know about? Any words of advice? Much Thanks, Isaac Vetter Purdue University P.s. This project would be much, much easier if the API was even minimally documented. Yes, I appreciate the POD documentation, but that's module documentation. The fact that something like this: Is necessary at the end-user level is pretty intimidating. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2426 bytes Desc: not available URL: From sturner at MIT.EDU Fri Nov 7 10:02:53 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 07 Nov 2008 10:02:53 -0500 Subject: [rt-users] RT unification (merging multiple RT instances) In-Reply-To: References: Message-ID: On Fri, 07 Nov 2008 09:51:37 -0500, Vetter, Isaac A wrote: > Hi All, > > Within my sub-organization, there were recently four distinct RTs > running in > various departments. We're making an effort to unify these. So far, > departments have been willing to abandon their ticket databases to move. > > This is no longer the case. So, I'm looking at "unifying" two separate > RTs > by merging their data. We need a script that could migrate tickets from > one > RT to another without losing data. Isaac, I'm curious - are all the RTs the same version? And how are you going to deal with overlapping ticket numbers? Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From mike.peachey at jennic.com Fri Nov 7 10:06:26 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 15:06:26 +0000 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: References: Message-ID: <49145972.3050102@jennic.com> Joe Mailinglists wrote: > Hi all, > > We've been using Horde+whups system for helpdesk in our University > for the past 3 years. We recently upgraded it from a very old version and > everything got hosed. We are planning to move to a better ticketing system > that is more stable and can be upgraded later without breaking the existing > infrastructure (databases, etc.). I heard good things about RT. Good. I'm a big fan of Horde when it comes to IMP and Kronolith (as soon as non-personal calendars can be given sane names not random hashes) - but for ticketing RT is always the way to go. > > My questions to you guys are the following: > 1) We use a FreeBSD system. I see that there is a port available (rt36) for > version 3.6 but none for 3.8 yet. Is it ok if I go ahead and > install rt36 now > and later on upgrade to rt38 whenever it is available? If not, do > you suggest > that I manually download the latest version of rt3.8.1 and then > install it > from the source? Which method is safer/easier for upgrades in the long > run? I always recommend a manual install. While some are much better than others, trusting your installation to someone else just means that when you need to know something about the way it's installed, you end up having a lot of trouble finding out. Manual installation not really difficult. Also, I definitely recommend you use 3.8.1 not 3.6.x > > 2) If FreeBSD systems are not well supported, we can also move to a Linux > system. Is it better to use a Linux system? It really doesn't matter what the operating system is so long as you have a webserver with FastCGI or mod_perl and a database, preferably MySQL. My personal preference is Slackware Linux 12.1 + Apache 2 + mod_perl 2 + RT-3.8.1 but your choices are endless. > > 3) I've been reading that RT is memory intensive. Is 2 GB enough? This > machine also runs the DHCP server. Do you guys recommend to have a > separate system for RT? That's really fine. It's not *that* memory intensive. I have had two installations running side by side on a primary DNS and DHCP server that also runs multiple MySQL instances and other things besides on it and it was fine. > > I hope these questions belong to this list. If not, can you please > point me to > the correct list? You found the right place. -- 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 alexsm at gmail.com Fri Nov 7 10:13:42 2008 From: alexsm at gmail.com (Alex Moura) Date: Fri, 7 Nov 2008 13:13:42 -0200 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: References: Message-ID: On 2008/11/7 Joe Mailinglists wrote: > Hi all, > > We've been using Horde+whups system for helpdesk in our University > for the past 3 years. We recently upgraded it from a very old version and > everything got hosed. We are planning to move to a better ticketing system > that is more stable and can be upgraded later without breaking the existing > infrastructure (databases, etc.). I heard good things about RT. > > My questions to you guys are the following: > 1) We use a FreeBSD system. I see that there is a port available (rt36) for > version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install > rt36 now and later on upgrade to rt38 whenever it is available? If not, do you > suggest that I manually download the latest version of rt3.8.1 and then install > it from the source? Which method is safer/easier for upgrades in the long > run? We also run this OS on our servers and we've been running RT over FreeBSD for years. There's a port for the v3.8 in progress. Check this out: http://lists.freebsd.org/pipermail/freebsd-ports/2008-August/050271.html From nimbius at sdf.lonestar.org Fri Nov 7 10:27:40 2008 From: nimbius at sdf.lonestar.org (John) Date: Fri, 7 Nov 2008 15:27:40 +0000 (UTC) Subject: [rt-users] AssetTracker crashes loading asset Message-ID: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking "all assets" enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From curtisb at vianet.ca Fri Nov 7 10:43:48 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 07 Nov 2008 10:43:48 -0500 Subject: [rt-users] AssetTracker crashes loading asset In-Reply-To: References: Message-ID: <49146234.6040307@vianet.ca> Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: > well, just as i thought the RT slowness issue had been resolved, > assettracker > is now dying when loading a ticket out of a large list. > > example: clicking "all assets" enumerates a 9000 row list fine, > but clicking on any element in the list will crunch for a while > then die with a 500 error. > > smaller lists with say 1000-3000 rows are sluggish when loading > an asset from the list, but succeed. > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > From ktm at rice.edu Fri Nov 7 10:46:54 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 7 Nov 2008 09:46:54 -0600 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: <49145972.3050102@jennic.com> References: <49145972.3050102@jennic.com> Message-ID: <20081107154654.GO20501@it.is.rice.edu> I would like to add some personal comments to Mike's response. On Fri, Nov 07, 2008 at 03:06:26PM +0000, Mike Peachey wrote: > Joe Mailinglists wrote: > > Hi all, > > > > We've been using Horde+whups system for helpdesk in our University > > for the past 3 years. We recently upgraded it from a very old version and > > everything got hosed. We are planning to move to a better ticketing system > > that is more stable and can be upgraded later without breaking the existing > > infrastructure (databases, etc.). I heard good things about RT. > > Good. I'm a big fan of Horde when it comes to IMP and Kronolith (as soon > as non-personal calendars can be given sane names not random hashes) - > but for ticketing RT is always the way to go. > We have been very happy with RT as our ticket system. > > > > My questions to you guys are the following: > > 1) We use a FreeBSD system. I see that there is a port available (rt36) for > > version 3.6 but none for 3.8 yet. Is it ok if I go ahead and > > install rt36 now > > and later on upgrade to rt38 whenever it is available? If not, do > > you suggest > > that I manually download the latest version of rt3.8.1 and then > > install it > > from the source? Which method is safer/easier for upgrades in the long > > run? > > I always recommend a manual install. While some are much better than > others, trusting your installation to someone else just means that when > you need to know something about the way it's installed, you end up > having a lot of trouble finding out. > > Manual installation not really difficult. > > Also, I definitely recommend you use 3.8.1 not 3.6.x > I also recommend a manual install and 3.8.1 as well. We are in the process of upgrading to 3.8.1 currently. > > > > 2) If FreeBSD systems are not well supported, we can also move to a Linux > > system. Is it better to use a Linux system? > > It really doesn't matter what the operating system is so long as you > have a webserver with FastCGI or mod_perl and a database, preferably MySQL. > > My personal preference is Slackware Linux 12.1 + Apache 2 + mod_perl 2 + > RT-3.8.1 but your choices are endless. > I think that your database choice should be based on what expertise you have available in house. One other consideration is that MySQL does not currently support full-text indexes with InnoDB tables (the kind used by RT). Both Oracle and PostgreSQL do and there is a wiki item on how to use full-text indexing with RT and Oracle and we will be posting a similar item for PostgreSQL once we have finished our testing/upgrade. > > > > 3) I've been reading that RT is memory intensive. Is 2 GB enough? This > > machine also runs the DHCP server. Do you guys recommend to have a > > separate system for RT? > > That's really fine. It's not *that* memory intensive. I have had two > installations running side by side on a primary DNS and DHCP server that > also runs multiple MySQL instances and other things besides on it and it > was fine. > Note: RT was developed using MySQL and is more well-tuned for it in many places. The performance difference between MySQL and other DB backend choices has narrowed and other backed may offer options that are not yet available with MySQL, my two cents. The bottom-line is that you should choose the backend based on what you can support in-house. Ken > > > > I hope these questions belong to this list. If not, can you please > > point me to > > the correct list? > > You found the right place. > > -- > 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 > __________________________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kseever at innonetkc.com Fri Nov 7 10:49:00 2008 From: kseever at innonetkc.com (Kenny Seever) Date: Fri, 07 Nov 2008 09:49:00 -0600 Subject: [rt-users] Slow GET_LOCK queries on merged tickets Message-ID: <73830b56.1c940f1.49c72aed.369a@innonetkc.com> Hello everyone. I was looking through the archives and came across the following. It looks like we are having the same problem and I was wondering if a solution was ever found. Thanks in advance, Kenny Seever Innovative Networks, Inc. Original Message?: Hi all, I managed to track down a problem with merged tickets being slow to display. I have enabled the slow queries log on Mysql (5.0.51a) and get the following in the log files. I searched over the RT list archives and I found note of setting low_priority_updates to 1 on mysql for this. This however makes no difference. Does someone perhaps have an answer for this problem? The server is a test setup I made to test the migration of 3.6.6 RT installation to 3.8.1. The problem was there in 3.6.6 when I imported the production database from a mysql dump the production server also running rt 3.6.6 is fine (not slow on merged tickets). The difference between the systems is that the production server is a Redhat Enterprise 4 server (MySQL-server-community-5.0.51a-0.rhel4) and the test system is a newer Fedora 9 (mysql-server-5.0.51a-1.fc9). The fedora 9 installation installed all required modules from CPAN during installation. After migrating it to 3.8.1 the problem remains. It looks like it slightly faster but not much. Database has been updated from mysql 4.0 to 4.1 followed by the database update script. All is working fine accept for the slow queries on merged tickets and the GET_LOCK reports in the slow query log. I've cleared the session table. This currently makes no difference. It had about 1100 records in it before I cleared it. Regards, Ton Hoogstraten SELECT GET_LOCK('Apache-Session-7dee36ca13e864c568b1659d2fa18751', 3600); # Time: 080822 14:36:01 # User[at]Host: rt[rt] @ localhost [] # Query_time: 110 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-a196db0f41ab721840dba0b78f2dd36e', 3600); # User[at]Host: rt[rt] @ localhost [] # Query_time: 80 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-a196db0f41ab721840dba0b78f2dd36e', 3600); -------------- next part -------------- An HTML attachment was scrubbed... URL: From joe.rtuser at gmail.com Fri Nov 7 11:17:47 2008 From: joe.rtuser at gmail.com (Joe Mailinglists) Date: Fri, 7 Nov 2008 11:17:47 -0500 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: <20081107154654.GO20501@it.is.rice.edu> References: <49145972.3050102@jennic.com> <20081107154654.GO20501@it.is.rice.edu> Message-ID: Thank you all for your suggestions. We are using MySQL 5.0 as our database. I have no idea what full-text indexing with InnoDB tables means. May be I will once I start playing around with RT. Is that such a big of a deal? Thanks, On Fri, Nov 7, 2008 at 10:46 AM, Kenneth Marshall wrote: > I would like to add some personal comments to Mike's response. > > On Fri, Nov 07, 2008 at 03:06:26PM +0000, Mike Peachey wrote: > > Joe Mailinglists wrote: > > > Hi all, > > > > > > We've been using Horde+whups system for helpdesk in our University > > > for the past 3 years. We recently upgraded it from a very old version > and > > > everything got hosed. We are planning to move to a better ticketing > system > > > that is more stable and can be upgraded later without breaking the > existing > > > infrastructure (databases, etc.). I heard good things about RT. > > > > Good. I'm a big fan of Horde when it comes to IMP and Kronolith (as soon > > as non-personal calendars can be given sane names not random hashes) - > > but for ticketing RT is always the way to go. > > > We have been very happy with RT as our ticket system. > > > > > > > My questions to you guys are the following: > > > 1) We use a FreeBSD system. I see that there is a port available > (rt36) for > > > version 3.6 but none for 3.8 yet. Is it ok if I go ahead and > > > install rt36 now > > > and later on upgrade to rt38 whenever it is available? If not, do > > > you suggest > > > that I manually download the latest version of rt3.8.1 and then > > > install it > > > from the source? Which method is safer/easier for upgrades in the > long > > > run? > > > > I always recommend a manual install. While some are much better than > > others, trusting your installation to someone else just means that when > > you need to know something about the way it's installed, you end up > > having a lot of trouble finding out. > > > > Manual installation not really difficult. > > > > Also, I definitely recommend you use 3.8.1 not 3.6.x > > > I also recommend a manual install and 3.8.1 as well. We are in the > process of upgrading to 3.8.1 currently. > > > > > > > 2) If FreeBSD systems are not well supported, we can also move to a > Linux > > > system. Is it better to use a Linux system? > > > > It really doesn't matter what the operating system is so long as you > > have a webserver with FastCGI or mod_perl and a database, preferably > MySQL. > > > > My personal preference is Slackware Linux 12.1 + Apache 2 + mod_perl 2 + > > RT-3.8.1 but your choices are endless. > > > I think that your database choice should be based on what expertise > you have available in house. One other consideration is that MySQL does > not currently support full-text indexes with InnoDB tables (the kind > used by RT). Both Oracle and PostgreSQL do and there is a wiki item > on how to use full-text indexing with RT and Oracle and we will be posting > a similar item for PostgreSQL once we have finished our testing/upgrade. > > > > > > > 3) I've been reading that RT is memory intensive. Is 2 GB enough? > This > > > machine also runs the DHCP server. Do you guys recommend to have a > > > separate system for RT? > > > > That's really fine. It's not *that* memory intensive. I have had two > > installations running side by side on a primary DNS and DHCP server that > > also runs multiple MySQL instances and other things besides on it and it > > was fine. > > > Note: RT was developed using MySQL and is more well-tuned for it in > many places. The performance difference between MySQL and other DB backend > choices has narrowed and other backed may offer options that are not yet > available with MySQL, my two cents. The bottom-line is that you should > choose the backend based on what you can support in-house. > > Ken > > > > > > > I hope these questions belong to this list. If not, can you please > > > point me to > > > the correct list? > > > > You found the right place. > > > > -- > > 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 > > __________________________________________________ > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From nimbius at sdf.lonestar.org Fri Nov 7 11:19:49 2008 From: nimbius at sdf.lonestar.org (John) Date: Fri, 7 Nov 2008 16:19:49 +0000 (UTC) Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: References: <49145972.3050102@jennic.com> <20081107154654.GO20501@it.is.rice.edu> Message-ID: conversion for me and running out of mysql5 with innodb is working very well, FWIW. On Fri, 7 Nov 2008, Joe Mailinglists wrote: > Date: Fri, 7 Nov 2008 11:17:47 -0500 > From: Joe Mailinglists > To: Kenneth Marshall > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] New user considering to use RT + FreeBSD port for 3.8 > > Thank you all for your suggestions. > > We are using MySQL 5.0 as our database. I have no idea what full-text > indexing > with InnoDB tables means. May be I will once I start playing around with > RT. Is that > such a big of a deal? > > Thanks, > > On Fri, Nov 7, 2008 at 10:46 AM, Kenneth Marshall wrote: > >> I would like to add some personal comments to Mike's response. >> >> On Fri, Nov 07, 2008 at 03:06:26PM +0000, Mike Peachey wrote: >>> Joe Mailinglists wrote: >>>> Hi all, >>>> >>>> We've been using Horde+whups system for helpdesk in our University >>>> for the past 3 years. We recently upgraded it from a very old version >> and >>>> everything got hosed. We are planning to move to a better ticketing >> system >>>> that is more stable and can be upgraded later without breaking the >> existing >>>> infrastructure (databases, etc.). I heard good things about RT. >>> >>> Good. I'm a big fan of Horde when it comes to IMP and Kronolith (as soon >>> as non-personal calendars can be given sane names not random hashes) - >>> but for ticketing RT is always the way to go. >>> >> We have been very happy with RT as our ticket system. >> >>>> >>>> My questions to you guys are the following: >>>> 1) We use a FreeBSD system. I see that there is a port available >> (rt36) for >>>> version 3.6 but none for 3.8 yet. Is it ok if I go ahead and >>>> install rt36 now >>>> and later on upgrade to rt38 whenever it is available? If not, do >>>> you suggest >>>> that I manually download the latest version of rt3.8.1 and then >>>> install it >>>> from the source? Which method is safer/easier for upgrades in the >> long >>>> run? >>> >>> I always recommend a manual install. While some are much better than >>> others, trusting your installation to someone else just means that when >>> you need to know something about the way it's installed, you end up >>> having a lot of trouble finding out. >>> >>> Manual installation not really difficult. >>> >>> Also, I definitely recommend you use 3.8.1 not 3.6.x >>> >> I also recommend a manual install and 3.8.1 as well. We are in the >> process of upgrading to 3.8.1 currently. >> >>>> >>>> 2) If FreeBSD systems are not well supported, we can also move to a >> Linux >>>> system. Is it better to use a Linux system? >>> >>> It really doesn't matter what the operating system is so long as you >>> have a webserver with FastCGI or mod_perl and a database, preferably >> MySQL. >>> >>> My personal preference is Slackware Linux 12.1 + Apache 2 + mod_perl 2 + >>> RT-3.8.1 but your choices are endless. >>> >> I think that your database choice should be based on what expertise >> you have available in house. One other consideration is that MySQL does >> not currently support full-text indexes with InnoDB tables (the kind >> used by RT). Both Oracle and PostgreSQL do and there is a wiki item >> on how to use full-text indexing with RT and Oracle and we will be posting >> a similar item for PostgreSQL once we have finished our testing/upgrade. >> >>>> >>>> 3) I've been reading that RT is memory intensive. Is 2 GB enough? >> This >>>> machine also runs the DHCP server. Do you guys recommend to have a >>>> separate system for RT? >>> >>> That's really fine. It's not *that* memory intensive. I have had two >>> installations running side by side on a primary DNS and DHCP server that >>> also runs multiple MySQL instances and other things besides on it and it >>> was fine. >>> >> Note: RT was developed using MySQL and is more well-tuned for it in >> many places. The performance difference between MySQL and other DB backend >> choices has narrowed and other backed may offer options that are not yet >> available with MySQL, my two cents. The bottom-line is that you should >> choose the backend based on what you can support in-house. >> >> Ken >> >>>> >>>> I hope these questions belong to this list. If not, can you please >>>> point me to >>>> the correct list? >>> >>> You found the right place. >>> >>> -- >>> 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 >>> __________________________________________________ >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From joe.rtuser at gmail.com Fri Nov 7 11:39:08 2008 From: joe.rtuser at gmail.com (Joe Mailinglists) Date: Fri, 7 Nov 2008 11:39:08 -0500 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: <49146C94.5000403@bestunion.it> References: <4914611B.7010005@bestunion.it> <49146C94.5000403@bestunion.it> Message-ID: Angelo, can you please send me the updated shar if it is different from the one available at http://people.freebsd.org/~pgollucci/rt38 I want to try it on a test system before I try to install it from source. I luckily have enough time to play around with things. Thanks, On Fri, Nov 7, 2008 at 11:28 AM, Angelo Turetta > wrote: > Joe Mailinglists wrote: > >> Hi Angelo, >> >> My name is Krishna...I am subscribed to too many mailing lists, hence a >> separate email address for every mailing list. >> > > Thanks, that's a good habit (look at my address), but I nonetheless like to > know who I'm talking to. The name need not be fake, even if the address is. > > Our primary concern here is the upgrade procedure and of course stability. >> Will everything magically work from one port >> to the other? >> > > Every upgrade is a sensible operation, no matter how you installed the > software. The biggest challenges are upgrades involving DB schema changes, > RT is a shining example of how to do it right, but you cannot expect to do > such a thing 'magically': based on your business continuity policies, you > may even need a test installation to validate the upgrade before deploying > it on a production system. > The port of rt38 by Philip M. Gollucci is actually the first which seems to > allow for a comfortable upgrade to future versions. > > Can I just download rt38 port from the link you mentioned and install it? >> Is it stable enough? One of the users was >> suggesting that I install it from source. What do you suggest? >> > > The freebsd port infrastructure is a solid one, and it is one of the few > way you have to keep the dependencies sane if you install more than one > application per system. I personally don't like to install software from > source other than by using a port, but I have to admit that previous > versions of the rt port where somewhat unfriendly. > The rt38 port is not yet finished, so you should be prepared to some > non-pleasant surprise, but it has much more solid structure than previous > ones. > Only you, based on your expertise with the ports collection, can decide > which way to go. If you try the port, please try my patch attached to the > PR. > > Angelo. > > > Thanks, >> >> On Fri, Nov 7, 2008 at 10:39 AM, Angelo Turetta > >> wrote: >> >> Joe Mailinglists wrote: >> >> 1) We use a FreeBSD system. I see that there is a port >> available (rt36) for version 3.6 but none for 3.8 yet. Is it ok >> if I go ahead and install rt36 now and later on upgrade to rt38 >> whenever it is available? If not, do you suggest that I >> manually download the latest version of rt3.8.1 and then install >> it from the source? Which method is safer/easier for upgrades >> in the long run? >> >> >> There is a port for 3.8.1 in the works, look at >> http://www.freebsd.org/cgi/query-pr.cgi?pr=ports/125745 (check all >> replies), and the user's work space at >> http://people.freebsd.org/~pgollucci/rt38 >> >> The port is really well thought, and for the first time it will be >> possible to pre-package rt. Unluckily Philip seems to have vanished for >> the last two months, and the work on it has stopped. >> >> I may send you an updated shar if you whish. >> >> 3) I've been reading that RT is memory intensive. Is 2 GB >> enough? This machine also runs the DHCP server. Do you guys >> recommend to have a separate system for RT? >> >> >> If you need a high-performance system you'd sure need to consider a DB >> server optimization (including cache memory etc..), but I don't think >> the web application is inherently memory intensive. >> >> I hope these questions belong to this list. >> >> >> Yes, they do. Eventually, you may consider posting using your real >> name :) >> >> Angelo. >> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aturetta+rt at bestunion.it Fri Nov 7 11:28:04 2008 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Fri, 07 Nov 2008 17:28:04 +0100 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: References: <4914611B.7010005@bestunion.it> Message-ID: <49146C94.5000403@bestunion.it> Joe Mailinglists wrote: > Hi Angelo, > > My name is Krishna...I am subscribed to too many mailing lists, hence a > separate email address for every mailing list. Thanks, that's a good habit (look at my address), but I nonetheless like to know who I'm talking to. The name need not be fake, even if the address is. > Our primary concern here is the upgrade procedure and of course > stability. Will everything magically work from one port > to the other? Every upgrade is a sensible operation, no matter how you installed the software. The biggest challenges are upgrades involving DB schema changes, RT is a shining example of how to do it right, but you cannot expect to do such a thing 'magically': based on your business continuity policies, you may even need a test installation to validate the upgrade before deploying it on a production system. The port of rt38 by Philip M. Gollucci is actually the first which seems to allow for a comfortable upgrade to future versions. > Can I just download rt38 port from the link you mentioned and install > it? Is it stable enough? One of the users was > suggesting that I install it from source. What do you suggest? The freebsd port infrastructure is a solid one, and it is one of the few way you have to keep the dependencies sane if you install more than one application per system. I personally don't like to install software from source other than by using a port, but I have to admit that previous versions of the rt port where somewhat unfriendly. The rt38 port is not yet finished, so you should be prepared to some non-pleasant surprise, but it has much more solid structure than previous ones. Only you, based on your expertise with the ports collection, can decide which way to go. If you try the port, please try my patch attached to the PR. Angelo. > Thanks, > > On Fri, Nov 7, 2008 at 10:39 AM, Angelo Turetta > wrote: > > Joe Mailinglists wrote: > > 1) We use a FreeBSD system. I see that there is a port > available (rt36) for version 3.6 but none for 3.8 yet. Is it ok > if I go ahead and install rt36 now and later on upgrade to rt38 > whenever it is available? If not, do you suggest that I > manually download the latest version of rt3.8.1 and then install > it from the source? Which method is safer/easier for upgrades > in the long run? > > > There is a port for 3.8.1 in the works, look at > http://www.freebsd.org/cgi/query-pr.cgi?pr=ports/125745 (check all > replies), and the user's work space at > http://people.freebsd.org/~pgollucci/rt38 > > The port is really well thought, and for the first time it will be > possible to pre-package rt. Unluckily Philip seems to have vanished for > the last two months, and the work on it has stopped. > > I may send you an updated shar if you whish. > > 3) I've been reading that RT is memory intensive. Is 2 GB > enough? This machine also runs the DHCP server. Do you guys > recommend to have a separate system for RT? > > > If you need a high-performance system you'd sure need to consider a DB > server optimization (including cache memory etc..), but I don't think > the web application is inherently memory intensive. > > I hope these questions belong to this list. > > > Yes, they do. Eventually, you may consider posting using your real > name :) > > Angelo. > > From KFCrocker at lbl.gov Fri Nov 7 12:18:32 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 07 Nov 2008 09:18:32 -0800 Subject: [rt-users] "New Ticket" creation screen question In-Reply-To: <20081107083434.GA3431@easter-eggs.com> References: <49133666.2070608@lbl.gov> <20081107083434.GA3431@easter-eggs.com> Message-ID: <49147868.6020101@lbl.gov> Emmanuel, That's really good news. I'd rather wait until we upgrade than to mess around in the code. Thanks for the info. Kenn LBNL On 11/7/2008 12:34 AM, Emmanuel Lacour wrote: > On Thu, Nov 06, 2008 at 10:24:38AM -0800, Kenneth Crocker wrote: >> To List, >> >> >> I have a user that wants to know if I can change RT to allow that last >> Queue Selection from the "New Ticket" option (in the upper right hand of >> the screen) to STAY as last selected until changed. Her reason is that >> just because she is allowed to create tickets in 10 different Queues, >> doesn't mean she wants to keep dropping down to the bottom to select the >> SAME queue over and over. HHHMM. Did I say that right? Let's try again. >> When she has to create many tickets in a row in the same queue, she >> would like the last queue selection from the dropdown to remain as the >> selection until changed. Is there a way to do that? Anyone?? Thanks in >> advance. >> > > In 3.8.1, the default queue displayed here is configurable site wide and > in user preferences, this could help this user maybe. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From aturetta+rt at bestunion.it Fri Nov 7 12:26:02 2008 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Fri, 07 Nov 2008 18:26:02 +0100 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: References: <4914611B.7010005@bestunion.it> <49146C94.5000403@bestunion.it> Message-ID: <49147A2A.2000400@bestunion.it> Joe Mailinglists wrote: > Angelo, can you please send me the updated shar if it is different from > the one available at > http://people.freebsd.org/~pgollucci/rt38 > I want to try it on a test system before I try to install it from > source. I luckily have enough time to > play around with things. Here it is, along with a sample RT configuration (please review it, don't blame me for any security issue :-). Angelo. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt38at.shar URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt38modperl.conf URL: From aturetta+rt at bestunion.it Fri Nov 7 12:29:43 2008 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Fri, 07 Nov 2008 18:29:43 +0100 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: <49147A2A.2000400@bestunion.it> References: <4914611B.7010005@bestunion.it> <49146C94.5000403@bestunion.it> <49147A2A.2000400@bestunion.it> Message-ID: <49147B07.6050100@bestunion.it> Angelo Turetta wrote: > Joe Mailinglists wrote: >> Angelo, can you please send me the updated shar if it is different >> from the one available at >> http://people.freebsd.org/~pgollucci/rt38 >> I want to try it on a test system before I try to install it from >> source. I luckily have enough time to >> play around with things. > > Here it is, along with a sample RT configuration (please review it, > don't blame me for any security issue :-). Ah, from the port messages it's not clear how to initialize the database after setup, here is the command line I used for my PostGreSQL DB: rt-setup-database --action init --dba postgres --prompt-for-dba-password --datadir /usr/local/etc/rt38/ HTH, Angelo. From isaac at purdue.edu Fri Nov 7 12:30:51 2008 From: isaac at purdue.edu (Vetter, Isaac A) Date: Fri, 7 Nov 2008 12:30:51 -0500 Subject: [rt-users] RT unification (merging multiple RT instances) In-Reply-To: Message-ID: Hi Stephen; Thanks for your response. >> Within my sub-organization, there were recently four distinct RTs >> running in >> various departments. We're making an effort to unify these. So far, >> departments have been willing to abandon their ticket databases to move. >> >> This is no longer the case. So, I'm looking at "unifying" two separate >> RTs >> by merging their data. We need a script that could migrate tickets from >> one >> RT to another without losing data. > > I'm curious - are all the RTs the same version? And how are you going to > deal with overlapping ticket numbers? Yeah. The RT's all the same version, that's the easy part. Overlapping tickets id (and attachments ids and transaction ids and user ids and ...) is /the/ problem. Otherwise, it'd be a relatively simple sql insert dump. To add insult to injury, we need to track ticket numbers that get changed, such that urls to the "old" RT can be translated to their location in the new "RT" via a custom web script. Once someone had figured out how to use the API, I don't /think/ that this would be such a difficult thing: 1) Get all queues, tickets, transactions, attachments, users, etc from old RT. Stores these in a perl structure. 2) Switch connections to the new RT. 3) Loop through all of the above objects, inserting and modifying. My essential question is: Is anyone willing to share code that does something like this? Even just examples of actually using the API would, imho, be incredibly useful to the community. Much Thanks, Isaac Vetter -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2426 bytes Desc: not available URL: From jmccoy at ggu.edu Fri Nov 7 12:34:20 2008 From: jmccoy at ggu.edu (John McCoy) Date: Fri, 07 Nov 2008 09:34:20 -0800 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <49135FF3.3000502@jennic.com> References: <49135FF3.3000502@jennic.com> Message-ID: <49147C1C.4010005@ggu.edu> Mike thank you very much for working so hard on this issue. I am happy to report that the new version does now work for SelfService (for me) Just an FYI for others stuck authenticating against Novell eDir and using the lame non-password ldap_proxy accounts I had to make the changes you were thinking about (sorry for the lack of a proper diff file): /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm 455 # Authenticate to ldap server with user name and password if supplied 456 # If no password supplied to not pass a null or bind anonymously if noting was supplied 457 if (($ldap_user) and ($ldap_pass)) { 458 $msg = $ldap->bind($ldap_user, password => $ldap_pass); 459 } elsif (($ldap_user) and ( ! $ldap_pass)) { 460 $msg = $ldap->bind($ldap_user); 461 } else { 462 $msg = $ldap->bind; 463 } RHEL5 RT 3.8.1 ExternalAuth 0.0.7_01 CookieAuth EmailCompletion -- ************************************* John McCoy, Jr Sr. Systems and Network Administrator Enterprise Technology Services Golden Gate University 415-442-6560 ************************************* From mhoover at thectogroup.com Fri Nov 7 12:35:44 2008 From: mhoover at thectogroup.com (Matt Hoover) Date: Fri, 7 Nov 2008 09:35:44 -0800 Subject: [rt-users] Remove starts date Message-ID: <996ab0890811070935m4eb91c52pcd73737b35de6c89@mail.gmail.com> I know this sounds silly - but how do I remove a date? We are going to be using the starts field as a next action field, so we need the ability to remove a date after it has been set. Thanks Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From nimbius at sdf.lonestar.org Fri Nov 7 12:43:50 2008 From: nimbius at sdf.lonestar.org (John) Date: Fri, 7 Nov 2008 17:43:50 +0000 (UTC) Subject: [rt-users] AssetTracker crashes loading asset In-Reply-To: <49146234.6040307@vianet.ca> References: <49146234.6040307@vianet.ca> Message-ID: curtis: ive played around re-executing the mysql queries related to the RT crash, and to no avail. they execute just fine. could this perhaps be a syslog issue like in RT? is there a seperate control for syslogging in AT? On Fri, 7 Nov 2008, Curtis Bruneau wrote: > Date: Fri, 07 Nov 2008 10:43:48 -0500 > From: Curtis Bruneau > To: John , rt-users at lists.bestpractical.com > Subject: Re: [rt-users] AssetTracker crashes loading asset > > Sounds exactly like the issue I have, I think something is trying to get all > those records, I tried to trace it but with no luck, I think it may be > related to the back/next links on the ticket display page. It's checking each > record for something, This is ok with small results but crashes with large > sets. I really wish I could figure this one out, I get the occasional 500 and > users are made aware to keep search results smaller. In my testing this > affected 3.4.x 3.6.x and 3.8.x > > John wrote: >> well, just as i thought the RT slowness issue had been resolved, >> assettracker >> is now dying when loading a ticket out of a large list. >> >> example: clicking "all assets" enumerates a 9000 row list fine, >> but clicking on any element in the list will crunch for a while >> then die with a 500 error. >> >> smaller lists with say 1000-3000 rows are sluggish when loading >> an asset from the list, but succeed. >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> >> >> > > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From btm at loftninjas.org Fri Nov 7 12:49:43 2008 From: btm at loftninjas.org (Bryan McLellan) Date: Fri, 7 Nov 2008 09:49:43 -0800 Subject: [rt-users] RT 3.8.1 Logged out on Search In-Reply-To: References: <893823750811061851s4822d4f2r399c1cbed9b57c38@mail.gmail.com> Message-ID: <893823750811070949u4ec114afi1592f469b4a6be48@mail.gmail.com> On Fri, Nov 7, 2008 at 4:03 AM, JOHN ROMAN wrote: > this should be an easy fix that has to do with differences in the RT > database you migrated from versus the one you use in 3.8.1. you'll need to > follow these steps > > 1. export the database from your old RT > 2. update the schema using the information contained in the UPGRADING.mysql > file > 3. update the RT databases using the normal scripts contained in README I ran [1] per the README during the upgrade, it all went slick. The original install of this RT instance was on Debian etch, so it's always been in mysql >= 5 so UPGRADING.mysql doesn't apply. Per Mike Peachy's recent post [2] about not running RT-Authen-ExternalAuth-0.06x, I just got the latest version of 0.07_01 from CPAN here [3], as it wasn't listed in the available versions for download, nor was it on CPAN when I installed on Wednesday. Installing this did not correct the logged out on searches problem however. Bryan [1] /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade [2] http://www.gossamer-threads.com/lists/rt/users/80097 [3] http://mirrors.gossamer-threads.com/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.07_01.tar.gz From curtisb at vianet.ca Fri Nov 7 12:52:04 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 07 Nov 2008 12:52:04 -0500 Subject: [rt-users] AssetTracker crashes loading asset In-Reply-To: References: <49146234.6040307@vianet.ca> Message-ID: <49148044.2000106@vianet.ca> The queries would execute fine, the problem at least in my case is it tries to load the whole result set into memory causing oom-killer to go on rampage. Apache will peak out, to sort of help this situation I added a mem limit to the fastcgi handler which will basically die before things get really ugly. I'm able to see this query in the log, it has no limit clause so it really is getting everything. While doing a form of debug/trace on the apache/handler I'm also able to see it trying to load the full row times search results (table.*) into memory. This is all on a ticket display from a large search result. So unless you are loading it in memory as opposed to say a shell client output you won't run into memory problems. Best of luck with your situation, I have not been able to get any confirmation until now with you. I've produced somewhat detailed bug report but it appears to be somewhat isolated.. people with low tickets will never run into this problem. Curtis John wrote: > curtis: > ive played around re-executing the mysql queries related to the RT > crash, and to no avail. they execute just fine. > > could this perhaps be a syslog issue like in RT? is there a seperate > control for syslogging in AT? > > > On Fri, 7 Nov 2008, Curtis Bruneau wrote: > >> Date: Fri, 07 Nov 2008 10:43:48 -0500 >> From: Curtis Bruneau >> To: John , rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] AssetTracker crashes loading asset >> >> Sounds exactly like the issue I have, I think something is trying to >> get all those records, I tried to trace it but with no luck, I think >> it may be related to the back/next links on the ticket display page. >> It's checking each record for something, This is ok with small >> results but crashes with large sets. I really wish I could figure >> this one out, I get the occasional 500 and users are made aware to >> keep search results smaller. In my testing this affected 3.4.x 3.6.x >> and 3.8.x >> >> John wrote: >>> well, just as i thought the RT slowness issue had been resolved, >>> assettracker >>> is now dying when loading a ticket out of a large list. >>> >>> example: clicking "all assets" enumerates a 9000 row list fine, >>> but clicking on any element in the list will crunch for a while >>> then die with a 500 error. >>> >>> smaller lists with say 1000-3000 rows are sluggish when loading >>> an asset from the list, but succeed. >>> >>> nimbius at sdf.lonestar.org >>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> >> >> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org From nimbius at sdf.lonestar.org Fri Nov 7 12:55:37 2008 From: nimbius at sdf.lonestar.org (John) Date: Fri, 7 Nov 2008 17:55:37 +0000 (UTC) Subject: [rt-users] RT 3.8.1 Logged out on Search In-Reply-To: <893823750811070949u4ec114afi1592f469b4a6be48@mail.gmail.com> References: <893823750811061851s4822d4f2r399c1cbed9b57c38@mail.gmail.com> <893823750811070949u4ec114afi1592f469b4a6be48@mail.gmail.com> Message-ID: what version are you migrating from? im certain UPGRADING.mysql applies... it says at line 13/14: If you're upgrading RT from versions prior to 3.8.0 then you MUST follow instructions below. On Fri, 7 Nov 2008, Bryan McLellan wrote: > Date: Fri, 7 Nov 2008 09:49:43 -0800 > From: Bryan McLellan > To: JOHN ROMAN > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.8.1 Logged out on Search > > On Fri, Nov 7, 2008 at 4:03 AM, JOHN ROMAN wrote: >> this should be an easy fix that has to do with differences in the RT >> database you migrated from versus the one you use in 3.8.1. you'll need to >> follow these steps >> >> 1. export the database from your old RT >> 2. update the schema using the information contained in the UPGRADING.mysql >> file >> 3. update the RT databases using the normal scripts contained in README > > I ran [1] per the README during the upgrade, it all went slick. The > original install of this RT instance was on Debian etch, so it's > always been in mysql >= 5 so UPGRADING.mysql doesn't apply. > > Per Mike Peachy's recent post [2] about not running > RT-Authen-ExternalAuth-0.06x, I just got the latest version of 0.07_01 > from CPAN here [3], as it wasn't listed in the available versions for > download, nor was it on CPAN when I installed on Wednesday. Installing > this did not correct the logged out on searches problem however. > > Bryan > > [1] /opt/rt3/sbin/rt-setup-database --dba root > --prompt-for-dba-password --action upgrade > [2] http://www.gossamer-threads.com/lists/rt/users/80097 > [3] http://mirrors.gossamer-threads.com/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.07_01.tar.gz > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From mike.peachey at jennic.com Fri Nov 7 13:04:51 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 18:04:51 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <49147C1C.4010005@ggu.edu> References: <49135FF3.3000502@jennic.com> <49147C1C.4010005@ggu.edu> Message-ID: <49148343.8000402@jennic.com> John McCoy wrote: > Mike thank you very much for working so hard on this issue. > I am happy to report that the new version does now work for SelfService > (for me) > > Just an FYI for others stuck authenticating against Novell eDir and > using the lame non-password ldap_proxy accounts I had to make the > changes you were thinking about (sorry for the lack of a proper diff file): > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > > > 455 # Authenticate to ldap server with user name and password if > supplied > 456 # If no password supplied to not pass a null or bind anonymously > if noting was supplied > 457 if (($ldap_user) and ($ldap_pass)) { > 458 $msg = $ldap->bind($ldap_user, password => $ldap_pass); > 459 } elsif (($ldap_user) and ( ! $ldap_pass)) { > 460 $msg = $ldap->bind($ldap_user); > 461 } else { > 462 $msg = $ldap->bind; > 463 } > I have committed this change to trunk. When 0.07 comes out as a ratified version, this will be included. -- 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 nimbius at sdf.lonestar.org Fri Nov 7 13:05:30 2008 From: nimbius at sdf.lonestar.org (John) Date: Fri, 7 Nov 2008 18:05:30 +0000 (UTC) Subject: [rt-users] AssetTracker crashes loading asset In-Reply-To: <49148044.2000106@vianet.ca> References: <49146234.6040307@vianet.ca> <49148044.2000106@vianet.ca> Message-ID: not certain it makes much sense...ive never had this problem in rt 3.4.5 with at 1.2.3.. On Fri, 7 Nov 2008, Curtis Bruneau wrote: > Date: Fri, 07 Nov 2008 12:52:04 -0500 > From: Curtis Bruneau > To: John , rt-users at lists.bestpractical.com > Subject: Re: [rt-users] AssetTracker crashes loading asset > > The queries would execute fine, the problem at least in my case is it tries > to load the whole result set into memory causing oom-killer to go on rampage. > Apache will peak out, to sort of help this situation I added a mem limit to > the fastcgi handler which will basically die before things get really ugly. > I'm able to see this query in the log, it has no limit clause so it really is > getting everything. While doing a form of debug/trace on the apache/handler > I'm also able to see it trying to load the full row times search results > (table.*) into memory. This is all on a ticket display from a large search > result. So unless you are loading it in memory as opposed to say a shell > client output you won't run into memory problems. > > Best of luck with your situation, I have not been able to get any > confirmation until now with you. I've produced somewhat detailed bug report > but it appears to be somewhat isolated.. people with low tickets will never > run into this problem. > > Curtis > > John wrote: >> curtis: >> ive played around re-executing the mysql queries related to the RT crash, >> and to no avail. they execute just fine. >> >> could this perhaps be a syslog issue like in RT? is there a seperate >> control for syslogging in AT? >> >> >> On Fri, 7 Nov 2008, Curtis Bruneau wrote: >> >>> Date: Fri, 07 Nov 2008 10:43:48 -0500 >>> From: Curtis Bruneau >>> To: John , rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] AssetTracker crashes loading asset >>> >>> Sounds exactly like the issue I have, I think something is trying to get >>> all those records, I tried to trace it but with no luck, I think it may be >>> related to the back/next links on the ticket display page. It's checking >>> each record for something, This is ok with small results but crashes with >>> large sets. I really wish I could figure this one out, I get the >>> occasional 500 and users are made aware to keep search results smaller. In >>> my testing this affected 3.4.x 3.6.x and 3.8.x >>> >>> John wrote: >>>> well, just as i thought the RT slowness issue had been resolved, >>>> assettracker >>>> is now dying when loading a ticket out of a large list. >>>> >>>> example: clicking "all assets" enumerates a 9000 row list fine, >>>> but clicking on any element in the list will crunch for a while >>>> then die with a 500 error. >>>> >>>> smaller lists with say 1000-3000 rows are sluggish when loading >>>> an asset from the list, but succeed. >>>> >>>> nimbius at sdf.lonestar.org >>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>> a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> >>> >>> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From curtisb at vianet.ca Fri Nov 7 13:12:53 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 07 Nov 2008 13:12:53 -0500 Subject: [rt-users] AssetTracker crashes loading asset In-Reply-To: References: <49146234.6040307@vianet.ca> <49148044.2000106@vianet.ca> Message-ID: <49148525.4020700@vianet.ca> While my issue is not related to asset tracker, the behavior sounds identical. It seems to be related to how RT handles search and display, the only thing I can think of is the menu on the left, It has to determine the first and last record and also next and prev, I think it's doing a full scan to figure it out.. pretty intensive operation, It would be better if it didn't have to deal with table.* and say only table.ticketid. < Last >> Sorry for the confusion, could just be a coincidence. Curtis John wrote: > > not certain it makes much sense...ive never had this problem in rt > 3.4.5 with at 1.2.3.. > > > On Fri, 7 Nov 2008, Curtis Bruneau wrote: > > > >> Date: Fri, 07 Nov 2008 12:52:04 -0500 >> From: Curtis Bruneau >> To: John , rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] AssetTracker crashes loading asset >> >> The queries would execute fine, the problem at least in my case is it >> tries to load the whole result set into memory causing oom-killer to >> go on rampage. Apache will peak out, to sort of help this situation I >> added a mem limit to the fastcgi handler which will basically die >> before things get really ugly. I'm able to see this query in the log, >> it has no limit clause so it really is getting everything. While >> doing a form of debug/trace on the apache/handler I'm also able to >> see it trying to load the full row times search results (table.*) >> into memory. This is all on a ticket display from a large search >> result. So unless you are loading it in memory as opposed to say a >> shell client output you won't run into memory problems. >> >> Best of luck with your situation, I have not been able to get any >> confirmation until now with you. I've produced somewhat detailed bug >> report but it appears to be somewhat isolated.. people with low >> tickets will never run into this problem. >> >> Curtis >> >> John wrote: >>> curtis: >>> ive played around re-executing the mysql queries related to the RT >>> crash, and to no avail. they execute just fine. >>> >>> could this perhaps be a syslog issue like in RT? is there a >>> seperate control for syslogging in AT? >>> >>> >>> On Fri, 7 Nov 2008, Curtis Bruneau wrote: >>> >>>> Date: Fri, 07 Nov 2008 10:43:48 -0500 >>>> From: Curtis Bruneau >>>> To: John , rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] AssetTracker crashes loading asset >>>> >>>> Sounds exactly like the issue I have, I think something is trying >>>> to get all those records, I tried to trace it but with no luck, I >>>> think it may be related to the back/next links on the ticket >>>> display page. It's checking each record for something, This is ok >>>> with small results but crashes with large sets. I really wish I >>>> could figure this one out, I get the occasional 500 and users are >>>> made aware to keep search results smaller. In my testing this >>>> affected 3.4.x 3.6.x and 3.8.x >>>> >>>> John wrote: >>>>> well, just as i thought the RT slowness issue had been resolved, >>>>> assettracker >>>>> is now dying when loading a ticket out of a large list. >>>>> >>>>> example: clicking "all assets" enumerates a 9000 row list fine, >>>>> but clicking on any element in the list will crunch for a while >>>>> then die with a 500 error. >>>>> >>>>> smaller lists with say 1000-3000 rows are sluggish when loading >>>>> an asset from the list, but succeed. >>>>> >>>>> nimbius at sdf.lonestar.org >>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>>>> >>>> >>>> >>> >>> nimbius at sdf.lonestar.org >>> SDF Public Access UNIX System - http://sdf.lonestar.org >> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > > From jmccoy at ggu.edu Fri Nov 7 13:18:08 2008 From: jmccoy at ggu.edu (John McCoy) Date: Fri, 07 Nov 2008 10:18:08 -0800 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <49147C1C.4010005@ggu.edu> References: <49135FF3.3000502@jennic.com> <49147C1C.4010005@ggu.edu> Message-ID: <49148660.5060109@ggu.edu> I do have an additional issue now that I have had a few more testers try this: Most of our non-privileged users do already exist in RT as they have been auto added when the were added as requesters on a ticket, this has created their accounts as such: Username: user at ggu.edu Email: user at ggu.edu Real Name: user at ggu.edu I think this is causing a problem for ExternalAuth as it tries to create a new user with Username: user but then fails as the email address is already in use. I did a query and I have several hundred uses like this, I am upgrading from 3.6.6 FYI. I'm thinking it might be best to create some sql to remove the "@ggu.edu" from all user names rather then try to modify the add user code to look for both user and user at ggu.edu Thoughts anyone? LOG: [Fri Nov 7 18:16:35 2008] [debug]: UserExists params: username: fmulder , service: camstr (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Fri Nov 7 18:16:35 2008] [debug]: LDAP Search === Base: o=ggu == Filter: (&(objectClass=Person)(cn=fmulder)) == Attrs: ,fullName,,mail,cn,,,,telephoneNumber,cn,ou,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Fri Nov 7 18:16:35 2008] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 87 with: Disabled: 0, EmailAddress: , Gecos: fmulder, Name: fmulder, Privileged: 0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:257) [Fri Nov 7 18:16:35 2008] [debug]: Attempting to get user info using this external service: camstr (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:265) [Fri Nov 7 18:16:35 2008] [debug]: Attempting to use this canonicalization key: Name (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274) [Fri Nov 7 18:16:35 2008] [debug]: LDAP Search === Base: o=ggu == Filter: (&(objectClass=Person)(cn=fmulder)) == Attrs: ,fullName,,mail,cn,,,,telephoneNumber,cn,ou,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:192) [Fri Nov 7 18:16:35 2008] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: , Country: , Disabled: 0, EmailAddress: fmulder at ggu.edu, ExternalAuthId: fmulder, Gecos: fmulder, Name: fmulder, Organization: Enterprise Technology Services, Privileged: 0, RealName: Fox Mulder, State: , WorkPhone: 415-442-7231, Zip: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:338) [Fri Nov 7 18:16:35 2008] [error]: Couldn't create user fmulder: Email address in use (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:47) [Fri Nov 7 18:16:35 2008] [error]: FAILED LOGIN for fmulder from 10.3.32.51 (/opt/rt3/share/html/autohandler:265) -- ************************************* John McCoy, Jr Sr. Systems and Network Administrator Enterprise Technology Services Golden Gate University 415-442-6560 ************************************* From elacour at easter-eggs.com Fri Nov 7 13:19:35 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 7 Nov 2008 19:19:35 +0100 Subject: [rt-users] Remove starts date In-Reply-To: <996ab0890811070935m4eb91c52pcd73737b35de6c89@mail.gmail.com> References: <996ab0890811070935m4eb91c52pcd73737b35de6c89@mail.gmail.com> Message-ID: <20081107181935.GI17596@easter-eggs.com> On Fri, Nov 07, 2008 at 09:35:44AM -0800, Matt Hoover wrote: > I know this sounds silly - but how do I remove a date? We are going to be > using the starts field as a next action field, so we need the ability to > remove a date after it has been set. > Enter a "white space", the submit. From mike.peachey at jennic.com Fri Nov 7 14:08:50 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 07 Nov 2008 19:08:50 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <49148660.5060109@ggu.edu> References: <49135FF3.3000502@jennic.com> <49147C1C.4010005@ggu.edu> <49148660.5060109@ggu.edu> Message-ID: <49149242.5010009@jennic.com> John McCoy wrote: > I do have an additional issue now that I have had a few more testers try > this: > Most of our non-privileged users do already exist in RT as they have > been auto added when the were added as requesters on a ticket, this has > created their accounts as such: > > Username: user at ggu.edu > Email: user at ggu.edu > Real Name: user at ggu.edu > > I think this is causing a problem for ExternalAuth as it tries to create > a new user with Username: user but then fails as the email address is > already in use. I did a query and I have several hundred uses like this, > I am upgrading from 3.6.6 FYI. > > I'm thinking it might be best to create some sql to remove the > "@ggu.edu" from all user names rather then try to modify the add user > code to look for both user and user at ggu.edu > > Thoughts anyone? This has always been a difficult one. I *could* have it like this: Lookup user, load user info, check e-mail address, if address in use, overwrite previous user with new details - but this could cause some serious issues. As you suggest, it may simply be better to leave it to the individual administrator to decide whether to clean up the users database as each one comes up or via a scripted change. Since ExternalAuth has been refactored, I could add an Overlay to have ExternalAuth checked for info when a user is auto-created by e-mail and have the info loaded then. It wouldn't help past users, but would help future users that start by e-mail and then login. I could have it periodically do a complete pull from LDAP and create users in RT for all users in LDAP, but that could complicate things later on for certain users. As I said, I'm really not sure how best to deal with it. -- 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 nimbius at sdf.lonestar.org Fri Nov 7 14:11:23 2008 From: nimbius at sdf.lonestar.org (John) Date: Fri, 7 Nov 2008 19:11:23 +0000 (UTC) Subject: [rt-users] AssetTracker crashes loading asset In-Reply-To: <49148525.4020700@vianet.ca> References: <49146234.6040307@vianet.ca> <49148044.2000106@vianet.ca> <49148525.4020700@vianet.ca> Message-ID: hrm...i just pulled in a list of 47,000 RT tickets and was able to load a single ticket after a time of about 20 seconds...seemed normal. have you tried Set($LogToSyslog , 'alert'); as a solution? this seems isolated to assettracker...i think... On Fri, 7 Nov 2008, Curtis Bruneau wrote: > Date: Fri, 07 Nov 2008 13:12:53 -0500 > From: Curtis Bruneau > To: John , rt-users at lists.bestpractical.com > Subject: Re: [rt-users] AssetTracker crashes loading asset > > While my issue is not related to asset tracker, the behavior sounds > identical. It seems to be related to how RT handles search and display, the > only thing I can think of is the menu on the left, It has to determine the > first and last record and also next and prev, I think it's doing a full scan > to figure it out.. pretty intensive operation, It would be better if it > didn't have to deal with table.* and say only table.ticketid. > > < < Prev > #12345 > Next > > Last >> > > Sorry for the confusion, could just be a coincidence. > > Curtis > > John wrote: >> >> not certain it makes much sense...ive never had this problem in rt 3.4.5 >> with at 1.2.3.. >> >> >> On Fri, 7 Nov 2008, Curtis Bruneau wrote: >> >> >> >>> Date: Fri, 07 Nov 2008 12:52:04 -0500 >>> From: Curtis Bruneau >>> To: John , rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] AssetTracker crashes loading asset >>> >>> The queries would execute fine, the problem at least in my case is it >>> tries to load the whole result set into memory causing oom-killer to go on >>> rampage. Apache will peak out, to sort of help this situation I added a >>> mem limit to the fastcgi handler which will basically die before things >>> get really ugly. I'm able to see this query in the log, it has no limit >>> clause so it really is getting everything. While doing a form of >>> debug/trace on the apache/handler I'm also able to see it trying to load >>> the full row times search results (table.*) into memory. This is all on a >>> ticket display from a large search result. So unless you are loading it in >>> memory as opposed to say a shell client output you won't run into memory >>> problems. >>> >>> Best of luck with your situation, I have not been able to get any >>> confirmation until now with you. I've produced somewhat detailed bug >>> report but it appears to be somewhat isolated.. people with low tickets >>> will never run into this problem. >>> >>> Curtis >>> >>> John wrote: >>>> curtis: >>>> ive played around re-executing the mysql queries related to the RT crash, >>>> and to no avail. they execute just fine. >>>> >>>> could this perhaps be a syslog issue like in RT? is there a seperate >>>> control for syslogging in AT? >>>> >>>> >>>> On Fri, 7 Nov 2008, Curtis Bruneau wrote: >>>> >>>>> Date: Fri, 07 Nov 2008 10:43:48 -0500 >>>>> From: Curtis Bruneau >>>>> To: John , rt-users at lists.bestpractical.com >>>>> Subject: Re: [rt-users] AssetTracker crashes loading asset >>>>> >>>>> Sounds exactly like the issue I have, I think something is trying to get >>>>> all those records, I tried to trace it but with no luck, I think it may >>>>> be related to the back/next links on the ticket display page. It's >>>>> checking each record for something, This is ok with small results but >>>>> crashes with large sets. I really wish I could figure this one out, I >>>>> get the occasional 500 and users are made aware to keep search results >>>>> smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x >>>>> >>>>> John wrote: >>>>>> well, just as i thought the RT slowness issue had been resolved, >>>>>> assettracker >>>>>> is now dying when loading a ticket out of a large list. >>>>>> >>>>>> example: clicking "all assets" enumerates a 9000 row list fine, >>>>>> but clicking on any element in the list will crunch for a while >>>>>> then die with a 500 error. >>>>>> >>>>>> smaller lists with say 1000-3000 rows are sluggish when loading >>>>>> an asset from the list, but succeed. >>>>>> >>>>>> nimbius at sdf.lonestar.org >>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>>> >>>>>> >>>>> >>>>> >>>> >>>> nimbius at sdf.lonestar.org >>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> >> > > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From curtisb at vianet.ca Fri Nov 7 14:21:19 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 07 Nov 2008 14:21:19 -0500 Subject: [rt-users] AssetTracker crashes loading asset In-Reply-To: References: <49146234.6040307@vianet.ca> <49148044.2000106@vianet.ca> <49148525.4020700@vianet.ca> Message-ID: <4914952F.20400@vianet.ca> That's around near the limit of what I can pull in. While you are probably right with it being isolated, 20 seconds does seem a little suspect. I'm curious how much memory is being used during that call. We have a lot of attachments which makes each record rather large at times. If you do end up finding a solution to your problem I'm curious to hear it. John wrote: > hrm...i just pulled in a list of 47,000 RT tickets and was able to > load a single ticket after a time of about 20 seconds...seemed normal. > have you tried Set($LogToSyslog , 'alert'); as a solution? > > this seems isolated to assettracker...i think... > > On Fri, 7 Nov 2008, Curtis Bruneau wrote: > >> Date: Fri, 07 Nov 2008 13:12:53 -0500 >> From: Curtis Bruneau >> To: John , rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] AssetTracker crashes loading asset >> >> While my issue is not related to asset tracker, the behavior sounds >> identical. It seems to be related to how RT handles search and >> display, the only thing I can think of is the menu on the left, It >> has to determine the first and last record and also next and prev, I >> think it's doing a full scan to figure it out.. pretty intensive >> operation, It would be better if it didn't have to deal with table.* >> and say only table.ticketid. >> >> <> < Prev >> #12345 >> Next > >> Last >> >> >> Sorry for the confusion, could just be a coincidence. >> >> Curtis >> >> John wrote: >>> >>> not certain it makes much sense...ive never had this problem in rt >>> 3.4.5 with at 1.2.3.. >>> >>> >>> On Fri, 7 Nov 2008, Curtis Bruneau wrote: >>> >>> >>> >>>> Date: Fri, 07 Nov 2008 12:52:04 -0500 >>>> From: Curtis Bruneau >>>> To: John , rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] AssetTracker crashes loading asset >>>> >>>> The queries would execute fine, the problem at least in my case is >>>> it tries to load the whole result set into memory causing >>>> oom-killer to go on rampage. Apache will peak out, to sort of help >>>> this situation I added a mem limit to the fastcgi handler which >>>> will basically die before things get really ugly. I'm able to see >>>> this query in the log, it has no limit clause so it really is >>>> getting everything. While doing a form of debug/trace on the >>>> apache/handler I'm also able to see it trying to load the full row >>>> times search results (table.*) into memory. This is all on a ticket >>>> display from a large search result. So unless you are loading it in >>>> memory as opposed to say a shell client output you won't run into >>>> memory problems. >>>> >>>> Best of luck with your situation, I have not been able to get any >>>> confirmation until now with you. I've produced somewhat detailed >>>> bug report but it appears to be somewhat isolated.. people with low >>>> tickets will never run into this problem. >>>> >>>> Curtis >>>> >>>> John wrote: >>>>> curtis: >>>>> ive played around re-executing the mysql queries related to the RT >>>>> crash, and to no avail. they execute just fine. >>>>> >>>>> could this perhaps be a syslog issue like in RT? is there a >>>>> seperate control for syslogging in AT? >>>>> >>>>> >>>>> On Fri, 7 Nov 2008, Curtis Bruneau wrote: >>>>> >>>>>> Date: Fri, 07 Nov 2008 10:43:48 -0500 >>>>>> From: Curtis Bruneau >>>>>> To: John , >>>>>> rt-users at lists.bestpractical.com >>>>>> Subject: Re: [rt-users] AssetTracker crashes loading asset >>>>>> >>>>>> Sounds exactly like the issue I have, I think something is trying >>>>>> to get all those records, I tried to trace it but with no luck, I >>>>>> think it may be related to the back/next links on the ticket >>>>>> display page. It's checking each record for something, This is ok >>>>>> with small results but crashes with large sets. I really wish I >>>>>> could figure this one out, I get the occasional 500 and users are >>>>>> made aware to keep search results smaller. In my testing this >>>>>> affected 3.4.x 3.6.x and 3.8.x >>>>>> >>>>>> John wrote: >>>>>>> well, just as i thought the RT slowness issue had been resolved, >>>>>>> assettracker >>>>>>> is now dying when loading a ticket out of a large list. >>>>>>> >>>>>>> example: clicking "all assets" enumerates a 9000 row list fine, >>>>>>> but clicking on any element in the list will crunch for a while >>>>>>> then die with a 500 error. >>>>>>> >>>>>>> smaller lists with say 1000-3000 rows are sluggish when loading >>>>>>> an asset from the list, but succeed. >>>>>>> >>>>>>> nimbius at sdf.lonestar.org >>>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>>> _______________________________________________ >>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>> >>>>>>> Community help: http://wiki.bestpractical.com >>>>>>> Commercial support: sales at bestpractical.com >>>>>>> >>>>>>> >>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>> >>>>>>> >>>>>>> >>>>>> >>>>>> >>>>> >>>>> nimbius at sdf.lonestar.org >>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>> >>> >>> nimbius at sdf.lonestar.org >>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> >>> >> >> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > > From btm at loftninjas.org Fri Nov 7 16:09:08 2008 From: btm at loftninjas.org (Bryan McLellan) Date: Fri, 7 Nov 2008 13:09:08 -0800 Subject: [rt-users] [SOLVED] Re: RT 3.8.1 Logged out on Search In-Reply-To: References: <893823750811061851s4822d4f2r399c1cbed9b57c38@mail.gmail.com> <893823750811070949u4ec114afi1592f469b4a6be48@mail.gmail.com> Message-ID: <893823750811071309n15f4011wf42e65031064e8d@mail.gmail.com> On Fri, Nov 7, 2008 at 9:55 AM, John wrote: > what version are you migrating from? im certain UPGRADING.mysql applies... > it says at line 13/14: > > If you're upgrading RT from versions prior to 3.8.0 then you MUST follow > instructions below. Thanks John, I missed that RT wasn't using the collation when it originally created the database, despite the database version. Updating the database collation and restarting apache appears to have corrected the problem while searching. Since my mysql server was on another host, I copied schema.mysql-4.0-4.1.pl to that host and ran: perl schema.mysql-4.0-4.1.pl rtdb root > sql.rtdb mysql -u root rtdb < sql.rtdb From Munsch at phillycarshare.org Fri Nov 7 18:45:24 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Fri, 7 Nov 2008 18:45:24 -0500 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc> <49145394.70704@jennic.com> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> Completely new install on a clean box, I'm afraid. No prior versions of anything. Of course, this means I don't know if I have a properly-working setup. Before attempting this, I COULD log in cleanly with no issues as the local RT root user, and the DB seems correct, so that much at least I did right. Just in case, I took out the RT-Authen-ExternalAuth dir in plugins, and remade / installed 07_1. I am still getting Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut h/autohandler/Auth line 39. And nothing illuminating in my logs, despite debug level. In fact, just now, on login attempt with the above result, I see no additional log entries at all: most recent is from yesterday's attempts at this. I hate to take up time when you're trying to debug this release since I suspect a basic misconfig on my part. I'm attaching my SiteConfig, the only change in it being neutered passwords: feel free to send me a virtual slap if I've done something dumb. -----Original Message----- From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey Sent: Friday, November 07, 2008 9:41 AM To: Robert Munsch Cc: RT Users Subject: Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. Robert Munsch wrote: > Quick question: if I try the new .07_1, and get this on login (whether as root or as a user in AD): > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut h/autohandler/Auth line 39, line 323. > Did you previously have 0.05 installed? If so.. look for a file called ExternalAuth.om in local/lib/RT/Authen, If it's there - delete it. Also, local/lib/RT/User_Vendor.pm. Both are remnants of 0.05 which, if present, may override the correct ones in local/plugins. Unfortuantely, 0.07_01 will not cleanly install over 0.05, you have to extract 0.05 manually first. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm Type: application/octet-stream Size: 7846 bytes Desc: RT_SiteConfig.pm URL: From ruz at bestpractical.com Fri Nov 7 20:04:11 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 8 Nov 2008 04:04:11 +0300 Subject: [rt-users] Mandatory custom field In-Reply-To: References: Message-ID: <589c94400811071704l6462dffdp449e0a07a43bac58@mail.gmail.com> Will be fixed in 3.8.2 and 3.6.8 - patches are in the repo. On Tue, Aug 19, 2008 at 1:53 PM, Monti gmail wrote: > Hi, > > I added a new custom field named "Severiy" with Type "Select one value" and > Validatione = Mandatory. > I want SelfService ticktes to be filled with the mandatory new custom filed > but it is not the case. > New ticket could be open without providing a value for my new custom field. > > is there a way to force mandatory filed in ticket creation? > > thanks, > > Motti. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jneundorf at wwsys.net Fri Nov 7 21:03:00 2008 From: jneundorf at wwsys.net (Jim Neundorf) Date: Fri, 07 Nov 2008 21:03:00 -0500 Subject: [rt-users] RT installation from source on Ubuntu using nginx & fastcgi Message-ID: <4914F354.8060307@wwsys.net> I've been working through the available resources and am unable to get this configuration working: ubuntu 8.10 nginx 0.6.32 from source rt 3,8,1 from source I am able to get rt installed according to the docs. I'm having trouble figuring out the init.d script to get fastcgi running and also the site config file for nginx with fastcgi. Can anyone point me to some 'how-to' resources for this configuration? Any help would be really appreciated. Thanks. Jim From falcone at bestpractical.com Fri Nov 7 23:21:31 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Nov 2008 23:21:31 -0500 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc> <49145394.70704@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> Message-ID: On Nov 7, 2008, at 6:45 PM, Robert Munsch wrote: > Completely new install on a clean box, I'm afraid. No prior > versions of > anything. Of course, this means I don't know if I have a > properly-working setup. Before attempting this, I COULD log in > cleanly > with no issues as the local RT root user, and the DB seems correct, so > that much at least I did right. > > Just in case, I took out the RT-Authen-ExternalAuth dir in plugins, > and > remade / installed 07_1. I am still getting > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ > ExternalAut > h/autohandler/Auth line 39. > > And nothing illuminating in my logs, despite debug level. In fact, > just > now, on login attempt with the above result, I see no additional log > entries at all: most recent is from yesterday's attempts at this. Can you please post the surrounding log. The handler is quite chatty and contains information that might be useful. Also, you haven't said if this error occurs when logging in as the root user, when autocreating a user or when authenticating an existing user or in all three cases. You might want to try, as the user your web server runs as, not root: perl -I/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib - MRT::Authen::ExternalAuth -e1 -kevin > I hate to take up time when you're trying to debug this release > since I > suspect a basic misconfig on my part. I'm attaching my SiteConfig, > the > only change in it being neutered passwords: feel free to send me a > virtual slap if I've done something dumb. > > > -----Original Message----- > From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike > Peachey > Sent: Friday, November 07, 2008 9:41 AM > To: Robert Munsch > Cc: RT Users > Subject: Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 > nowavailable. > > Robert Munsch wrote: >> Quick question: if I try the new .07_1, and get this on login > (whether as root or as a user in AD): >> >> Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ > ExternalAut > h/autohandler/Auth line 39, line 323. >> > > Did you previously have 0.05 installed? If so.. look for a file called > ExternalAuth.om in local/lib/RT/Authen, If it's there - delete it. > Also, > local/lib/RT/User_Vendor.pm. > > Both are remnants of 0.05 which, if present, may override the correct > ones in local/plugins. > > Unfortuantely, 0.07_01 will not cleanly install over 0.05, you have to > extract 0.05 manually first. > -- > Kind Regards, > > __________________________________________________ > > Mike Peachey, IT > Tel: +44 114 281 2655 > Fax: +44 114 281 2951 > Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK > Comp Reg No: 3191371 - Registered In England > http://www.jennic.com > __________________________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Sat Nov 8 00:13:54 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 8 Nov 2008 13:13:54 +0800 Subject: [rt-users] Optimising for low bandwidth In-Reply-To: <491402A7.30409@wildthingsafaris.com> References: <491402A7.30409@wildthingsafaris.com> Message-ID: <20081108051354.GA8470@31b.local> On Fri 7.Nov'08 at 11:56:07 +0300, Woody - Wild Things wrote: > Hi all, > > We use RT 3.8.1 (gentoo,apache2,mod perl) for use with our sales team > for Safaris in Tanzania. We have extremely poor internet connectivity > from Tanzania (no fibre yet) - our ISP has less transit B/W than most of > you have to your homes! and 800ms latency. It is therefore important to > us to keep b/w usage to a minimum. If you've every used a 14.4modem, its > like that! > > I have a few ideas to help this and have searched the net without luck. > I can code basic perl. First up, you probably want to use mod_gzip. That will be a HUGE improvement for your users and will get a lot more improvement than little content hacks like you've been pondering. Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From mpfraser at ndshq.com Sat Nov 8 08:42:12 2008 From: mpfraser at ndshq.com (Mark Fraser) Date: Sat, 8 Nov 2008 08:42:12 -0500 Subject: [rt-users] Add search parameter to find tickets by a number of days old. Message-ID: I would like ot be able to create a saved search that I can use to generate a report for Tickets that are "x" days old. It seems like a logical thing to do, but the only way I can find to do it is to manually specify a date in the "Add Criteria" "Created" field. I would like a field that allows me to specify and save: "Created", "before/on/after", "____ Days Ago" I tried hacking the code, but I will admit that I am still a little weak with the Mason/HTML programming. If something like this already exists, if someone can please point me in the right direction, I would appreciate it. -- Mark P. Fraser -------------- next part -------------- An HTML attachment was scrubbed... URL: From lars at oddbit.com Sat Nov 8 09:27:56 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Sat, 8 Nov 2008 09:27:56 -0500 Subject: [rt-users] Add search parameter to find tickets by a number of days old. In-Reply-To: References: Message-ID: > I would like ot be able to create a saved search that I can use to generate > a report for Tickets that are "x" days old. On the search form, just enter "3 days ago" for the date. E.g., [Created] [Before] [3 days ago] The resulting query is: Created < '3 days ago' Works great. -- Lars Kellogg-Stedman From woody at wildthingsafaris.com Sat Nov 8 10:02:34 2008 From: woody at wildthingsafaris.com (Woody - Wild Things) Date: Sat, 08 Nov 2008 18:02:34 +0300 Subject: [rt-users] Optimising for low bandwidth with mod_deflate In-Reply-To: <20081108051354.GA8470@31b.local> References: <491402A7.30409@wildthingsafaris.com> <20081108051354.GA8470@31b.local> Message-ID: <4915AA0A.5070909@wildthingsafaris.com> Jesse Vincent wrote: > > First up, you probably want to use mod_gzip. That will be a HUGE > improvement for your users and will get a lot more improvement than > little content hacks like you've been pondering. > Jesse Hi Jesse et al, That was an excellent suggestion, tho after some digging mod_gzip is apache1 and its mod_deflate in apache2. I've implemented it and it was trivial on gentoo - i added to httpd.conf LoadModule deflate_module /usr/lib/apache2/modules/mod_deflate.so SetOutputFilter DEFLATE SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$ no-gzip dont-vary SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary my pages are now 25% of the total size, and the text content < 20% - a huge saving - so i don't really need to reduce the number of tickets displayed any more. cool. I'd still like to strip the sigs and > > > tho - they annoy me! scrip, or in the perl? any hints... thanks for your help. It will really make a difference to our workforce. Woody. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Mobile: +255 (0) 773 503 502 http://www.wildthingsafaris.com http://www.wildthingsafaris.com/pub/woody.html From Munsch at phillycarshare.org Sat Nov 8 13:16:40 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Sat, 8 Nov 2008 13:16:40 -0500 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc><49145394.70704@jennic.com><112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18CFD7BF@pcsexch.phillycarshare.loc> > Can you please post the surrounding log. > The handler is quite chatty and contains information that might > be useful. Attached, thanks. > Also, you haven't said if this error occurs when logging in as the > root user, when autocreating a user or when authenticating an > existing user or in all three cases. All of the above. > You might want to try, as the user your web server runs as, > not root: > perl -I/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib - MRT::Authen::ExternalAuth -e1 Did that. No apparent output: just hangs until I ctrl-C. -------------- next part -------------- A non-text attachment was scrubbed... Name: rt.log Type: application/octet-stream Size: 2544 bytes Desc: rt.log URL: From rainer at ultra-secure.de Sat Nov 8 19:23:59 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 9 Nov 2008 01:23:59 +0100 Subject: [rt-users] New user considering to use RT + FreeBSD port for 3.8 In-Reply-To: <49146C94.5000403@bestunion.it> References: <4914611B.7010005@bestunion.it> <49146C94.5000403@bestunion.it> Message-ID: <4AC09CC0-E3DE-4910-8BFC-BE0CD37ADD4C@ultra-secure.de> Am 07.11.2008 um 17:28 schrieb Angelo Turetta: > Joe Mailinglists wrote: >> Hi Angelo, >> >> My name is Krishna...I am subscribed to too many mailing lists, >> hence a >> separate email address for every mailing list. > > Thanks, that's a good habit (look at my address), but I nonetheless > like > to know who I'm talking to. The name need not be fake, even if the > address is. > >> Our primary concern here is the upgrade procedure and of course >> stability. Will everything magically work from one port >> to the other? > > Every upgrade is a sensible operation, no matter how you installed the > software. The biggest challenges are upgrades involving DB schema > changes, RT is a shining example of how to do it right, but you > cannot > expect to do such a thing 'magically': based on your business > continuity > policies, you may even need a test installation to validate the > upgrade > before deploying it on a production system. I _really_ recommend everybody run the upgrade on his RT on a test- machine first. There are far too many things that can go wrong. I've been running our RT for over three years now - on the same hardware (started as 3.4.2 on FreeBSD5.4, then 3.6.3 on FreeBSD6.2 and now 3.8.1 on FreeBSD7.0) and I've always tried out the upgrades on a VMware copy of the installation first (which is easy for me, because the DB is not very big yet) With FreeBSD, you just need to restore /var/db and /usr/local and /usr/ ports to a fresh install of your current installation (I always run RELEASE+security-patches only, no STABLE). Then, start by updating the OS to the latest release, than re-build the ports and then update RT. RT is one of the few pieces of software that I don't install via a FreeBSD port - maybe I'm a control-freak, but I really want to make sure, that nothing goes wrong ;-) I use PostgreSQL, because I believe it's the more powerful database (and I hate some aspects of MySQL). FreeBSD is IMO the best OS to run RT on, because the packaging-system doesn't fight with 3rd-party PERL-module installations (but I think nowadays all the required modules are in FreeBSD's port-framework anyway) Rainer From rainer at ultra-secure.de Sat Nov 8 19:38:58 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 9 Nov 2008 01:38:58 +0100 Subject: [rt-users] Self service in RT 3.8.x | SelfService mit RT 3.8.x In-Reply-To: <20081107092217.GD3431@easter-eggs.com> References: <20081107092217.GD3431@easter-eggs.com> Message-ID: Am 07.11.2008 um 10:22 schrieb Emmanuel Lacour: > On Fri, Nov 07, 2008 at 09:36:46AM +0100, Michael Bieniek wrote: >> Hi, >> is it possible to enable SelfService in RT 3.8.x or must i install >> modules >> to enable it? If it is so, can anybody say me whitch modules i have >> to >> install for this? Has anyone expirience with with SelfService on 3.8? >> > > SelfService is available in 3.8, no need for third-party modules. > > Every "unprivileged" users will be redirected automatically to > SelfService. "privileged" users can go to SelfService with an url like > http://..../SelfService/ It should perhaps be said that the users will have to be provided with a password, so they can actually login. Search the wiki for "password" (should be the first hit) for a way to provide users with a random password the first time they create a ticket. This is one of the things that I would like Bestpractical to include in RT. Rainer From jpierce at cambridgeenergyalliance.org Sun Nov 9 00:02:11 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sun, 9 Nov 2008 00:02:11 -0500 Subject: [rt-users] AdminCC problem Message-ID: Are there special permissions required by a user in order to be an AdminCC? I am unable to locate anything on the wiki or in the archives indicating such, but I have a user with no ACLs whom has been added as an AdminCC to a queue but is not receiving any notifications. (And no, WatchAsAdminCC ain't the solution :-P) -- Cambridge Energy Alliance: Save money & the planet From monti.mail at gmail.com Sun Nov 9 12:29:08 2008 From: monti.mail at gmail.com (Monti gmail) Date: Sun, 9 Nov 2008 19:29:08 +0200 Subject: [rt-users] Get CustomField value when CF type is "Ticket Transaction" Message-ID: Hi all, I have spent many hours today to find a solution to my problem, I will VERY much appriciate any help here. I have a CF Applies to "Ticket Transaction" called "SendResolutionMail" which is select one value type. I can't get the CF Value out of it if it applies to "Ticket Transaction" BUT I can get it if the CF applies to "ticket". I have tried many suggested ways to implement it which I found in the net. but none of them solved it for me. I have the following scrip and the Logger output is empty when I use $Ticket->FirstCustomFieldValue. I can't get the CF Value out of it... *Please help :(* { ### True when transaction is incoming email and CF 'noemail' is not set my $Transaction = $self->TransactionObj; my $Ticket = $self->TicketObj; my $val = $Transaction->Type eq 'Status' && $Transaction->NewValue eq 'resolved' && get_custom("SendResolutionMail"); return $val; ### Returns custom field value ### get_custom($field_name) sub get_custom { my $target_name = $_[0]; my $val = $Ticket->FirstCustomFieldValue($target_name); *$RT::Logger->warning("$val");* # Logger output - RT: ((eval 1182):14) return $val if defined $val; return undef; } } -------------- next part -------------- An HTML attachment was scrubbed... URL: From wayne at fsckin.com Sun Nov 9 15:00:01 2008 From: wayne at fsckin.com (Wayne Richardson) Date: Sun, 09 Nov 2008 14:00:01 -0600 Subject: [rt-users] Perforce Integration Message-ID: I've found some archived messages on list about integrating Perforce with rt, but nothing of major substance. Has anyone got a set of scripts (for rt or p4) that they can point me at so I can avoid doing work that is already available? Things that would be of great use for example are: checkin notes appending to an rt ticket and checkins that close a ticket. Thanks much! ~wayne Monti gmail wrote: >Hi all, > >I have spent many hours today to find a solution to my problem, I will VERY >much appriciate any help here. > >I have a CF Applies to "Ticket Transaction" called "SendResolutionMail" >which is select one value type. >I can't get the CF Value out of it if it applies to "Ticket Transaction" BUT >I can get it if the CF applies to "ticket". >I have tried many suggested ways to implement it which I found in the net. >but none of them solved it for me. > >I have the following scrip and the Logger output is empty when I use >$Ticket->FirstCustomFieldValue. I can't get the CF Value out of it... > >*Please help :(* > >{ ### True when transaction is incoming email and CF 'noemail' is not set > my $Transaction = $self->TransactionObj; > my $Ticket = $self->TicketObj; > my $val = $Transaction->Type eq 'Status' > && $Transaction->NewValue eq 'resolved' > && get_custom("SendResolutionMail"); > return $val; > > ### Returns custom field value > ### get_custom($field_name) > sub get_custom { > my $target_name = $_[0]; > my $val = $Ticket->FirstCustomFieldValue($target_name); >*$RT::Logger->warning("$val");* # Logger output - RT: ((eval 1182):14) > return $val if defined $val; > return undef; > } >} >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com From ruz at bestpractical.com Sun Nov 9 18:23:49 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 10 Nov 2008 02:23:49 +0300 Subject: [rt-users] Optimising for low bandwidth with mod_deflate In-Reply-To: <4915AA0A.5070909@wildthingsafaris.com> References: <491402A7.30409@wildthingsafaris.com> <20081108051354.GA8470@31b.local> <4915AA0A.5070909@wildthingsafaris.com> Message-ID: <589c94400811091523q64deba47y948311d6d67e80aa@mail.gmail.com> On Sat, Nov 8, 2008 at 6:02 PM, Woody - Wild Things wrote: > Jesse Vincent wrote: >> >> First up, you probably want to use mod_gzip. That will be a HUGE >> improvement for your users and will get a lot more improvement than >> little content hacks like you've been pondering. >> Jesse > > Hi Jesse et al, > > That was an excellent suggestion, tho after some digging mod_gzip is > apache1 and its mod_deflate in apache2. I've implemented it and it was > trivial on gentoo - i added to httpd.conf > > LoadModule deflate_module /usr/lib/apache2/modules/mod_deflate.so > SetOutputFilter DEFLATE > SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$ no-gzip dont-vary > SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary > > my pages are now 25% of the total size, and the text content < 20% - a > huge saving - so i don't really need to reduce the number of tickets > displayed any more. cool. > > > I'd still like to strip the sigs and > > > tho - they annoy me! > scrip, or in the perl? any hints... search for Text::Quoted in the code > > thanks for your help. It will really make a difference to our workforce. > > Woody. > > -- > ----------------------- > Richard Wood (Woody) > Managing Director > Wild Thing Safaris Ltd. > PO BOX 34514 DSM > Office: +255 (0) 222 617 166 > Mobile: +255 (0) 773 503 502 > > http://www.wildthingsafaris.com > http://www.wildthingsafaris.com/pub/woody.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 > -- Best regards, Ruslan. From ruz at bestpractical.com Sun Nov 9 18:25:25 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 10 Nov 2008 02:25:25 +0300 Subject: [rt-users] Add search parameter to find tickets by a number of days old. In-Reply-To: References: Message-ID: <589c94400811091525x72d2dc30k1c0fb70f468fe750@mail.gmail.com> http://wiki.bestpractical.com/view/SearchOnDates On Sat, Nov 8, 2008 at 4:42 PM, Mark Fraser wrote: > I would like ot be able to create a saved search that I can use to generate > a report for Tickets that are "x" days old. It seems like a logical thing to > do, but the only way I can find to do it is to manually specify a date in > the "Add Criteria" "Created" field. I would like a field that allows me to > specify and save: > > "Created", "before/on/after", "____ Days Ago" > > I tried hacking the code, but I will admit that I am still a little weak > with the Mason/HTML programming. > If something like this already exists, if someone can please point me in the > right direction, I would appreciate it. > > -- > Mark P. Fraser > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 hall at fas.sfu.ca Sun Nov 9 20:37:51 2008 From: hall at fas.sfu.ca (Gary Hall) Date: Sun, 09 Nov 2008 17:37:51 -0800 Subject: [rt-users] Making recipients aware of other recipients Message-ID: <4917906F.60702@fas.sfu.ca> Messages sent by RT (sometimes) do not indicate who are the other (non-Bcc) recipients of the message nor to whom copies of a reply to the message will be sent. What is the best way to have RT include this information in the messages it sends out? Thanks for your attention and any help you may be able to offer. -------------- next part -------------- A non-text attachment was scrubbed... Name: hall.vcf Type: text/x-vcard Size: 216 bytes Desc: not available URL: From hall at fas.sfu.ca Sun Nov 9 20:27:14 2008 From: hall at fas.sfu.ca (Gary Hall) Date: Sun, 09 Nov 2008 17:27:14 -0800 Subject: [rt-users] excluding mail alias from CC Message-ID: <49178DF2.8070800@fas.sfu.ca> What is the best way to make sure that certain addresses which also receive a message that initiates the creation of a ticket are not automatically copied on its Replies? When RT is sent a message, it adds the addresses of the other recipients to the CC list of the replies it sends out. In my shop, RT is sometimes CC'ed messages sent to mail aliases. If the operator does not remove the mail alias as a CC manually, all Replies to the ticket get sent to to all the addresses belonging to the alias. Because the list of recipients on the Reply composition page is out of sight below the section of the page used to compose and send the Reply, operators often neglect to remove inappropriate addresses. (Can the order of the two sections be easily reversed?) I am looking for the best way to exclude certain mail aliases from being sent a Reply unless they are explicitly added as a CC. In other words, in the case when RT is CC'ed a message which is not a Reply or Comment to an existing ticket, I want to either remove all the addresses in a certain list from the To: and CC: lines or replace them with an address to which Replies will not be sent (e.g., with the address for RT itself). I'm already using procmail to distribute messages to appropriate queues. so procmail solutions are possible. Thanks for your attention and any help you may be able to offer. -- Gary Hall Faculty of Applied Sciences Simon Fraser University -------------- next part -------------- A non-text attachment was scrubbed... Name: hall.vcf Type: text/x-vcard Size: 216 bytes Desc: not available URL: From monti.mail at gmail.com Mon Nov 10 05:36:35 2008 From: monti.mail at gmail.com (Monti gmail) Date: Mon, 10 Nov 2008 12:36:35 +0200 Subject: [rt-users] Get CustomField value when CF type is "Ticket Transaction" In-Reply-To: References: Message-ID: Hi again, sending issues on Sunday usually get losts, I am resending my issue below, kindly asks for assistance here :) On Sun, Nov 9, 2008 at 7:29 PM, Monti gmail wrote: > Hi all, > > I have spent many hours today to find a solution to my problem, I will VERY > much appriciate any help here. > > I have a CF Applies to "Ticket Transaction" called "SendResolutionMail" > which is select one value type. > I can't get the CF Value out of it if it applies to "Ticket Transaction" > BUT I can get it if the CF applies to "ticket". > I have tried many suggested ways to implement it which I found in the net. > but none of them solved it for me. > > I have the following scrip and the Logger output is empty when I use > $Ticket->FirstCustomFieldValue. I can't get the CF Value out of it... > > *Please help :(* > > { ### True when transaction is incoming email and CF 'noemail' is not set > my $Transaction = $self->TransactionObj; > my $Ticket = $self->TicketObj; > my $val = $Transaction->Type eq 'Status' > && $Transaction->NewValue eq 'resolved' > && get_custom("SendResolutionMail"); > return $val; > > ### Returns custom field value > ### get_custom($field_name) > sub get_custom { > my $target_name = $_[0]; > my $val = $Ticket->FirstCustomFieldValue($target_name); > *$RT::Logger->warning("$val");* # Logger output - RT: ((eval 1182):14) > return $val if defined $val; > return undef; > } > } > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gabriele.Franzini at nervianoms.com Mon Nov 10 06:06:47 2008 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Mon, 10 Nov 2008 12:06:47 +0100 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable Message-ID: <20081110112020.EDC6419B809B@diesel.bestpractical.com> Hello, V0.07_01 is working for us for authentication with MSFT AD, after installing it on top of 0.06. New users can log in and get "autocreated" properly. Thanks a lot to all developers for the quick solution. This is what we added to RT_SiteConfig.pm, in case it may help someone else: ------------------------------------------------- # Config per LDAP Authentication Set( @Plugins, qw(RT::Authen::ExternalAuth) ); ### LDAP Settings # Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); Set($ExternalAuthPriority, [ 'AD_LDAP' ] ); Set($ExternalInfoPriority, [ 'AD_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'AD_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # Should the service be used for authentication? 'auth' => 1, # Should the service be used for information? 'info' => 0, # The server hosting the service 'server' => '', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => '', # The password RT should use to connect to the LDAP server 'pass' => '', # # The LDAP search base 'base' => 'ou=,dc=nervianoms,dc=com', # The filter to use to match RT-Users 'filter' => '(&(objectCategory=person)(objectClass=user))', # The filter that will only match disabled users 'd_filter' => '(&(objectCategory=person)(objectClass=user) (userAccountControl:1.2.840.113556.1.4.803:=2))', # Should we try to use TLS to encrypt connections? 'tls' => 0, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? #GV#'group' => 'GROUP_NAME', # What is the attribute for the group object that determines membership? #GV#'group_attr' => 'GROUP_ATTR', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'ExternalAuthId' => 'sAMAccountName', } } } ); ### Fine config per LDAP authentication... -------------------------------------------------- Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Italy From mike.peachey at jennic.com Mon Nov 10 06:22:19 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 10 Nov 2008 11:22:19 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable In-Reply-To: <20081110112020.EDC6419B809B@diesel.bestpractical.com> References: <20081110112020.EDC6419B809B@diesel.bestpractical.com> Message-ID: <4918196B.6030602@jennic.com> Franzini, Gabriele [Nervianoms] wrote: > Hello, > > V0.07_01 is working for us for authentication with MSFT AD, after > installing it on top of 0.06. New users can log in and get "autocreated" > properly. > > Thanks a lot to all developers for the quick solution. > > This is what we added to RT_SiteConfig.pm, in case it may help someone > else: > ------------------------------------------------- > > # Config per LDAP Authentication > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > > ### LDAP Settings > # > Set($WebExternalAuth , 1); > Set($WebFallbackToInternalAuth , 1); > Set($ExternalAuthPriority, [ 'AD_LDAP' > ] > ); > Set($ExternalInfoPriority, [ 'AD_LDAP' > ] > ); You are using WebExternalAuth *and* ExternalAuth.. is this intended? The two are not designed to work together, it should be either/or. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Mon Nov 10 06:25:16 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 10 Nov 2008 11:25:16 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable In-Reply-To: <4918196B.6030602@jennic.com> References: <20081110112020.EDC6419B809B@diesel.bestpractical.com> <4918196B.6030602@jennic.com> Message-ID: <49181A1C.7030308@jennic.com> Mike Peachey wrote: > Franzini, Gabriele [Nervianoms] wrote: >> Hello, >> > You are using WebExternalAuth *and* ExternalAuth.. is this intended? The > two are not designed to work together, it should be either/or. > Unless you are using WebExternalAuth for a non-LDAP source... -- 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 jtollerton at zoominternet.net Mon Nov 10 06:59:23 2008 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Mon, 10 Nov 2008 06:59:23 -0500 Subject: [rt-users] Force email of text/plain files to be attachments instead of inline In-Reply-To: <49108F64.1010002@zoominternet.net> References: <49108F64.1010002@zoominternet.net> Message-ID: <4918221B.4050509@zoominternet.net> Just wondering if anyone had any ideas as to where to start looking. I'm probably dangerous enough in perl to work with the code if I can find it, but I haven't even been able to find the right section of the code. Thanks, -Jon Jon Tollerton wrote: > When adding text files as attachments to emails on RT 3.8.1 the system > seems to always include them inline instead of as attachments. This > causes the attachment to be difficult to access for the recipient. I > need to be able to send small license files to requestors with a > particular file name. The files themselves are about as human-readable > as pem encoded x509 certificates, so accidental changes would be likely > and it's confusing to the requestor. The filename needs to be preserved > as well. I already have > > Set(SuppressInlineTextFiles,1); > > but that only seems to effect the web interface, not emails that are > being sent out. > > Thanks, > -Jon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Mon Nov 10 07:00:06 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 10 Nov 2008 12:00:06 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable Message-ID: <49182246.9030500@jennic.com> Franzini, Gabriele [Nervianoms] wrote: > Hello Mike, > This is intended, we kept it to enable non-LDAP users, e.g. root, to log > in. "Intended" does not mean "fully aware of consequences", however -- > we are still learning. Are there side effects? > Many thanks again, > Gabriele WebExternalAuth doesn't allow root to login. RT::Authen::ExternalAuth allows external *and* internal users to login. If the user already exists inside RT, then it doesn't bother to look in an external source for authentication, but will still look externally and load user information if the user exists in an outside source. WebExternalAuth is the system that checks to see if the web server has authenticated a user, and logs the user in if it has. This is a completely different system to Internal auth or "ExternalAuth" and requires that your web server is configured to authenticate users trying to access the RT directory. -- 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 localzuk at gmail.com Mon Nov 10 08:19:47 2008 From: localzuk at gmail.com (Tony A) Date: Mon, 10 Nov 2008 13:19:47 +0000 Subject: [rt-users] Retrieving the computer name automatically Message-ID: <11d868ed5c2.-1320774295868114607.-4667827617554664687@gmail.com> Hi, First time i've posted on here, so not sure if this may have been covered before. I have RT set up in our school and I would like to be able to retrieve the name of the machine that a user is posting a request from and insert it into a custom field. This would have to be done automatically, as our users wouldn't do it themselves. Any ideas how I could do this? Ideally, I'd also like to be able to turn this into a link, which I can click on to launch our VNC viewer and connect directly to their machine - but this is not as important as getting the name in the first place. Any help would be much appreciated. Cheers Tony Ayre Network Manager Minehead Middle School -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Mon Nov 10 08:56:13 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 10 Nov 2008 08:56:13 -0500 Subject: [rt-users] Retrieving the computer name automatically In-Reply-To: <11d868ed5c2.-1320774295868114607.-4667827617554664687@gmail.com> References: <11d868ed5c2.-1320774295868114607.-4667827617554664687@gmail.com> Message-ID: <519782dc0811100556u49cefe50v27b9f3e7d468b0ae@mail.gmail.com> Tony, If they are submitting the ticket through the web interface you may be able to rely on the source IP of the connection, but there is no way to get the computer name (that I am aware of). -Todd On Mon, Nov 10, 2008 at 8:19 AM, Tony A wrote: > Hi, > > First time i've posted on here, so not sure if this may have been covered > before. > > I have RT set up in our school and I would like to be able to retrieve the > name of the machine that a user is posting a request from and insert it into > a custom field. This would have to be done automatically, as our users > wouldn't do it themselves. > > Any ideas how I could do this? > > Ideally, I'd also like to be able to turn this into a link, which I can > click on to launch our VNC viewer and connect directly to their machine - > but this is not as important as getting the name in the first place. > > Any help would be much appreciated. > > Cheers > Tony Ayre > Network Manager > Minehead Middle School > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Mon Nov 10 09:01:16 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 10 Nov 2008 08:01:16 -0600 Subject: [rt-users] Retrieving the computer name automatically In-Reply-To: <519782dc0811100556u49cefe50v27b9f3e7d468b0ae@mail.gmail.com> References: <11d868ed5c2.-1320774295868114607.-4667827617554664687@gmail.com> <519782dc0811100556u49cefe50v27b9f3e7d468b0ae@mail.gmail.com> Message-ID: <20081110140116.GV20501@it.is.rice.edu> Would it be possible to use the source IP and/or the account name to pull the machine name from AT? Ken On Mon, Nov 10, 2008 at 08:56:13AM -0500, Todd Chapman wrote: > Tony, > > If they are submitting the ticket through the web interface you may be able > to rely on the source IP of the connection, but there is no way to get the > computer name (that I am aware of). > > -Todd > > On Mon, Nov 10, 2008 at 8:19 AM, Tony A wrote: > > > Hi, > > > > First time i've posted on here, so not sure if this may have been covered > > before. > > > > I have RT set up in our school and I would like to be able to retrieve the > > name of the machine that a user is posting a request from and insert it into > > a custom field. This would have to be done automatically, as our users > > wouldn't do it themselves. > > > > Any ideas how I could do this? > > > > Ideally, I'd also like to be able to turn this into a link, which I can > > click on to launch our VNC viewer and connect directly to their machine - > > but this is not as important as getting the name in the first place. > > > > Any help would be much appreciated. > > > > Cheers > > Tony Ayre > > Network Manager > > Minehead Middle School > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 localzuk at gmail.com Mon Nov 10 09:15:08 2008 From: localzuk at gmail.com (Tony A) Date: Mon, 10 Nov 2008 14:15:08 +0000 Subject: [rt-users] Retrieving the computer name automatically In-Reply-To: <519782dc0811100556u49cefe50v27b9f3e7d468b0ae@mail.gmail.com> References: <11d868ed5c2.-1320774295868114607.-4667827617554664687@gmail.com> <519782dc0811100556u49cefe50v27b9f3e7d468b0ae@mail.gmail.com> Message-ID: <11d86c18327.5605952102507675933.5758532628808141491@gmail.com> Hi Todd, My thoughts were down the lines of using dns resolution based on the IP address. I can't really rely on the IP address itself, as this may well have changed by the time I get round to dealing with it. So ideally, it'd just be a case of retrieving the REMOTE_HOST variable, running dns resolution against it and using the result of that. But my perl/scrip/RT knowledge is not yet at that level. Cheers Tony ---- On Mon, 10 Nov 2008 Todd Chapman wrote ---- > Tony, > > If they are submitting the ticket through the web interface you may be able to rely on the source IP of the connection, but there is no way to get the computer name (that I am aware of). > > -Todd > > On Mon, Nov 10, 2008 at 8:19 AM, Tony A wrote: > Hi, > > First time i've posted on here, so not sure if this may have been covered before. > > I have RT set up in our school and I would like to be able to retrieve the name of the machine that a user is posting a request from and insert it into a custom field. This would have to be done automatically, as our users wouldn't do it themselves. > > Any ideas how I could do this? > > Ideally, I'd also like to be able to turn this into a link, which I can click on to launch our VNC viewer and connect directly to their machine - but this is not as important as getting the name in the first place. > > Any help would be much appreciated. > > Cheers > Tony Ayre > Network Manager > Minehead Middle School > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Mon Nov 10 09:15:52 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 10 Nov 2008 14:15:52 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable Message-ID: <49184218.7090303@jennic.com> Franzini, Gabriele [Nervianoms] wrote: > Got it. > We have set now WebExternalAuth to 0, and the system still behaves as it > should: both LDAP- AND non-LDAP users can log in. > Is it better to post the new line as an Errata Corrige to my previous > post? > Gabriele Don't think it matters much. Your config is pretty much as per the examples provided anyway. -- 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 barnesaw at ucrwcu.rwc.uc.edu Mon Nov 10 09:32:43 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 10 Nov 2008 09:32:43 -0500 Subject: [rt-users] excluding mail alias from CC In-Reply-To: <49178DF2.8070800@fas.sfu.ca> References: <49178DF2.8070800@fas.sfu.ca> Message-ID: <4918460B.9090606@ucrwcu.rwc.uc.edu> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to # RT automatically and you enable this option without modifying # "RTAddressRegexp" below, you will get yourself into a heap of trouble. Set($ParseNewMessageForTicketCcs , undef); If you want most Ccs to get added but not aliases you are likely looking at writing your own scrip. Gary Hall wrote: > What is the best way to make sure that certain addresses which also > receive a message that initiates the creation of a ticket are not > automatically copied on its Replies? > > When RT is sent a message, it adds the addresses of the other recipients > to the CC list of the replies it sends out. In my shop, RT is sometimes > CC'ed messages sent to mail aliases. If the operator does not remove > the mail alias as a CC manually, all Replies to the ticket get sent to > to all the addresses belonging to the alias. Because the list of > recipients > on the Reply composition page is out of sight below the section of the > page used to compose and send the Reply, operators often neglect to > remove inappropriate addresses. (Can the order of the two sections be > easily reversed?) > > I am looking for the best way to exclude certain mail aliases from being > sent a Reply unless they are explicitly added as a CC. In other words, > in the case when RT is CC'ed a message which is not a Reply or > Comment to an existing ticket, I want to either remove all the > addresses in a certain list from the To: and CC: lines or replace them > with an address to which Replies will not be sent (e.g., with the address > for RT itself). > > I'm already using procmail to distribute messages to appropriate > queues. so procmail solutions are possible. > > Thanks for your attention and any help you may be able to offer. > -- > Gary Hall > Faculty of Applied Sciences > Simon Fraser University > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From kschmitte at voiceobjects.com Mon Nov 10 09:58:16 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Mon, 10 Nov 2008 06:58:16 -0800 (PST) Subject: [rt-users] Execute RT CLI on a foreign machine (XP)? In-Reply-To: <20094272.post@talk.nabble.com> References: <20015700.post@talk.nabble.com> <280541245EBA5E4C8962C64B522AFE9A4053B8@sticore.securetechnologies.ca.local> <20094272.post@talk.nabble.com> Message-ID: <20421527.post@talk.nabble.com> Hello All, in case someone is interested ;) I have installed Gnome&Eclipse&PyDev on my RT test machine to resolve this... My Python code to get tickets looks like the following (hope that helps in some place ;) ): import os class RTCLI: #global Vars DEBUG = False def __init__(self): self.DEBUG = False #login def login(self, user, password, server): # os.system('export RTUSER=') # os.system('export RTPASSWD=') # os.system('export RTSERVER=http://localhost/rt') os.system('export RTUSER=' + user) os.system('export RTPASSWD=' + password) os.system('export RTSERVER=' + server) #TODO: check successful login def runTicketSQL(self, sql): runStr = "rt list \"" + sql + "\"" retVal = os.popen(runStr) return retVal def getTicket(self, ticketNo): ticketData = {} cmdLine = "rt show ticket/" + ticketNo res = os.popen(cmdLine) for line in res: #get first part (before colon) prop = line[0:line.find(": ", 0)] value = line[line.find(": ",0)+2:] ticketData[prop] = value return ticketData def __getTicketNumbers(self, sqlResult): ticketList = [] for line in sqlResult:# #print line[0:line.find(":",0)] ticketList.append(line[0:line.find(":",0)]) return ticketList def getAllTickets(self, sqlResult): #the collection ticketCollection = {} #get list of numbers ticketList = self.__getTicketNumbers(sqlResult) #get Ticket data for ticketNo in ticketList: ticketData = self.getTicket(ticketNo) ticketCollection[ticketNo] = ticketData return ticketCollection -- View this message in context: http://www.nabble.com/Execute-RT-CLI-on-a-foreign-machine-%28XP%29--tp20015700p20421527.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jpierce at cambridgeenergyalliance.org Mon Nov 10 10:28:47 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 10 Nov 2008 10:28:47 -0500 Subject: [rt-users] SELinux RT/syslog problem Message-ID: Is anyone running RT on a box with SELinux (ES4 in my case)? Everything's been going peachy until for some reason yesterday things got mucked up on /dev/log and now apache/RT cannot log to syslog, which means several functions like merging are currently inaccessible. Anybody happen to know what the proper context is for that file? It's currently: system_u:object_r:devlog_t and the errors I'm getting are: #Pre- restorecon Nov 9 19:30:25 rt kernel: audit(1226277025.460:207): avc: denied { write } for pid=6378 comm="httpd.worker" name="log" dev=tmpfs ino=32795 scontext=user_u:system_r:httpd_t tcontext=root:object_r:device_t tclass=sock_file #Post- restorecon Nov 9 20:23:25 rt kernel: audit(1226280205.215:999): avc: denied { sendto } for pid=6873 comm="httpd.worker" name="log" scontext=user_u:system_r:httpd_t tcontext=root:system_r:unconfined_t tclass=unix_dgram_socket I've found a few pages online with hints on how I might be able to fix this, but none use chcon and instead require modifying system policies to add: allow httpd_t device_t:sock_file write; allow httpd_t unconfined_t:unix_dgram_socket sendto; Which I cannot do as the necessary tools are not installed (and the package manager is currently out of commission). -- Cambridge Energy Alliance: Save money. Save the planet. From mike.peachey at jennic.com Mon Nov 10 10:51:28 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 10 Nov 2008 15:51:28 +0000 Subject: [rt-users] New Wiki page: ExternalAuthUsers Message-ID: <49185880.3020209@jennic.com> Hi all, Just as the BestPractical team like to know who is using their software, I'd love to know just who is using RT::Authen::ExternalAuth to manage their authentication. There's no greater reward for writing free software than knowing it is widely used by lots of people :) I've set up a new wiki page at: http://wiki.bestpractical.com/view/ExternalAuthUsers Please feel free to add yourself (and your organisation if you can). -- 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 jpierce at cambridgeenergyalliance.org Mon Nov 10 12:03:32 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 10 Nov 2008 12:03:32 -0500 Subject: [rt-users] SELinux RT/syslog problem In-Reply-To: <3E5C08F3-FE64-45EF-882B-1FCC16D4AF4C@gmail.com> References: <3E5C08F3-FE64-45EF-882B-1FCC16D4AF4C@gmail.com> Message-ID: On Mon, Nov 10, 2008 at 11:59, Thomas Smith wrote: > Hi Jerrad, > > Not all programs are SELinux-aware and so can muck things up a bit > sometimes. When this happens, the best thing to do is to relabel the > filesystem. To do this, execute the following commands: > > touch /.autorelabel > reboot I'll look into that. > Keep in mind that the reboot may take a while. > > If you want to see which files have an incorrect label (according to the > SELinux' policy), you can run this command: > > restorecon -n -R -v / Already did that on both the problem file (/dev/log) and recursed the fs (there are a lot of unlabeled files). For now, I've somewhat side-stepped the issue and am logging to a file. Not wonderful though, especially since Log::Dispatch doesn't seem to have support for 'none' so if RT emits and emergency message, it won't get through to syslog... -- Cambridge Energy Alliance: Save money. Save the planet. From alberto.villanueva at altran.es Mon Nov 10 12:04:49 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Mon, 10 Nov 2008 18:04:49 +0100 (CET) Subject: [rt-users] Modifying source code Message-ID: <17618.195.53.109.62.1226336689.squirrel@webmail.altran.es> hi, how do I know where source code in PHP (of RT) is? I need to modify it for shwoing new controls in the web page. thanks a lot! ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es From torsten.brumm at Kuehne-Nagel.com Mon Nov 10 12:10:25 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 10 Nov 2008 18:10:25 +0100 Subject: [rt-users] Very slow Bulk Update Page under 3.6.5 Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401A1BE68@w3hamboex11.ger.win.int.kn> Hi RT Users, just spent a whole day to find a solution or hint. Since some weeks (after migration to a faster Database Server) the bulk update page is getting very slow (with slow i mean > 200sec). Everything else is fine and very fast. I just had a look onto the queries agains the DB and found for my bulk update the following: -- Command: Query State: Copying to tmp table SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON (Principals_1.id = main.id) JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) JOIN Groups Groups_3 ON (Groups_3.id = CachedGroupMembers_2.GroupId) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC table |type |possible_keys |key | ken_len|ref | rows| 1 |SIMPLE |Groups_3 |range |PRIMARY,|Groups1 | 67|Using where; Using index; Using temporary; Using filesort 1 |SIMPLE |CachedGroupMembers_2|ref |DisGrouM|DisGrouM| 5|Using where; Using index 1 |SIMPLE |main |eq_ref |PRIMARY,|PRIMARY | 4| 1 |SIMPLE |Principals_1 |eq_ref | PRIMARY|PRIMARY | 4|Using where; Distinct 1 |SIMPLE |ACL_4 |range | ACL1|ACL1 | 54|Using where; Using index; Distinct -- Any ideas where to start to fix this? Thanks Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne From jpierce at cambridgeenergyalliance.org Mon Nov 10 12:14:49 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 10 Nov 2008 12:14:49 -0500 Subject: [rt-users] Filter::SpamAssassin Message-ID: Has anyone gotten this to work? I know Erik posted a revised version back in August, but I've been playing around with it, and it seems the original sample filter made many many bad assumptions (and also that Interface/Email makes it very very hard on the filter writer). Besides Erik's discovery of problems with MIME::Entity objects being passed on to SpamAssassin, it seems filters cannot expect to be handed a real user name or authlevel, and figure out the former for themselves? -- Cambridge Energy Alliance: Save money. Save the planet. From woody at wildthingsafaris.com Mon Nov 10 12:11:25 2008 From: woody at wildthingsafaris.com (Woody - Wild Things) Date: Mon, 10 Nov 2008 20:11:25 +0300 Subject: [rt-users] Filter::SpamAssassin In-Reply-To: References: Message-ID: <49186B3D.4090108@wildthingsafaris.com> Hi Pierce, I have it working fine, tho there was a problem with the Auth and I think the solution was to put spamassassin before Auth Set( @MailPlugins => "Filter::SpamHeader", "Auth::MailFrom"); w. Jerrad Pierce wrote: > Has anyone gotten this to work? I know Erik posted a revised version > back in August, > but I've been playing around with it, and it seems the original sample > filter made many > many bad assumptions (and also that Interface/Email makes it very very > hard on the > filter writer). Besides Erik's discovery of problems with MIME::Entity > objects being > passed on to SpamAssassin, it seems filters cannot expect to be handed > a real user > name or authlevel, and figure out the former for themselves? > -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Mobile: +255 (0) 773 503 502 http://www.wildthingsafaris.com http://www.wildthingsafaris.com/pub/woody.html From jpierce at cambridgeenergyalliance.org Mon Nov 10 12:29:24 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 10 Nov 2008 12:29:24 -0500 Subject: [rt-users] Filter::SpamAssassin In-Reply-To: <49186B3D.4090108@wildthingsafaris.com> References: <49186B3D.4090108@wildthingsafaris.com> Message-ID: On Mon, Nov 10, 2008 at 12:11, Woody - Wild Things wrote: > Hi Pierce, > > I have it working fine, tho there was a problem with the Auth and I think > the solution was to put spamassassin before Auth > > Set( @MailPlugins => "Filter::SpamHeader", "Auth::MailFrom"); Aha! That makes much more sense. So it's a bug/ambiguity in the documentation. Thanks so much! I will soon have an updated version of Erik's module that offers more options. In particular, it will allow you to defer to existing X-Spam headers (in case say, your mail sever is already doing them) which significantly increases responsiveness. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Mon Nov 10 12:45:46 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 10 Nov 2008 12:45:46 -0500 Subject: [rt-users] Modifying source code In-Reply-To: <17618.195.53.109.62.1226336689.squirrel@webmail.altran.es> References: <17618.195.53.109.62.1226336689.squirrel@webmail.altran.es> Message-ID: On Mon, Nov 10, 2008 at 12:04, Alberto Villanueva wrote: > hi, > > how do I know where source code in PHP (of RT) is? I need to modify it for > shwoing new controls in the web page. RT is written in Perl, not PHP. Try 'locate RT' to find files associated with RT. -- Cambridge Energy Alliance: Save money. Save the planet. From steve.hopps at gmail.com Mon Nov 10 13:04:31 2008 From: steve.hopps at gmail.com (Steve Hopps) Date: Mon, 10 Nov 2008 12:04:31 -0600 Subject: [rt-users] Custom scrip to parse new emails and reject them Message-ID: <7c086ee20811101004g7320111cg1fe61138f7d2c2f3@mail.gmail.com> Hi, I'm sorry if this is noobish, but I'm having trouble figuring out how to do it We use a service called phonetag to take voicemails and transcribe them (with attached .wav files) to emails that reach our helpdesk. The problem is about 75% of them are blank, because the caller did not leave a message. When that happens the email comes in saying "We're sorry, the caller hung up before leaving a message". I'd like to look for "the caller hung up" and have RT reject any tickets from emails containing that. I tried writing my own conditions based on some samples I found online but I can't quite get it working, can anyone recommend some documentation that would get me on the right track, or any other kind of help? -Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Mon Nov 10 13:08:15 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 10 Nov 2008 13:08:15 -0500 Subject: [rt-users] Custom scrip to parse new emails and reject them In-Reply-To: <7c086ee20811101004g7320111cg1fe61138f7d2c2f3@mail.gmail.com> References: <7c086ee20811101004g7320111cg1fe61138f7d2c2f3@mail.gmail.com> Message-ID: On Mon, Nov 10, 2008 at 13:04, Steve Hopps wrote: > Hi, I'm sorry if this is noobish, but I'm having trouble figuring out how to > do it > We use a service called phonetag to take voicemails and transcribe them > (with attached .wav files) to emails that reach our helpdesk. The problem is > about 75% of them are blank, because the caller did not leave a message. > When that happens the email comes in saying "We're sorry, the caller hung up > before leaving a message". I'd like to look for "the caller hung up" and > have RT reject any tickets from emails containing that. > I tried writing my own conditions based on some samples I found online but I > can't quite get it working, can anyone recommend some documentation that > would get me on the right track, or any other kind of help? You could look at RT::Interface::Email::Filter::SpamAssassin as a starting point; just be sure to have Auth::MailFrom as a higher precedent in your MailPlugins. This would allow you to access the message for parsing, and punt it as desired. -- Cambridge Energy Alliance: Save money. Save the planet. From ruz at bestpractical.com Mon Nov 10 13:21:27 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 10 Nov 2008 21:21:27 +0300 Subject: [rt-users] Custom scrip to parse new emails and reject them In-Reply-To: <7c086ee20811101004g7320111cg1fe61138f7d2c2f3@mail.gmail.com> References: <7c086ee20811101004g7320111cg1fe61138f7d2c2f3@mail.gmail.com> Message-ID: <589c94400811101021k752385a7yc504f1d367196b5a@mail.gmail.com> Clean up this: http://wiki.bestpractical.com/view/ReplyBasedUponContent Apply this action with obviouse changes: http://wiki.bestpractical.com/view/ResolveTicket On Mon, Nov 10, 2008 at 9:04 PM, Steve Hopps wrote: > Hi, I'm sorry if this is noobish, but I'm having trouble figuring out how to > do it > We use a service called phonetag to take voicemails and transcribe them > (with attached .wav files) to emails that reach our helpdesk. The problem is > about 75% of them are blank, because the caller did not leave a message. > When that happens the email comes in saying "We're sorry, the caller hung up > before leaving a message". I'd like to look for "the caller hung up" and > have RT reject any tickets from emails containing that. > I tried writing my own conditions based on some samples I found online but I > can't quite get it working, can anyone recommend some documentation that > would get me on the right track, or any other kind of help? > -Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Nov 10 13:25:23 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 10 Nov 2008 21:25:23 +0300 Subject: [rt-users] Very slow Bulk Update Page under 3.6.5 In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401A1BE68@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039401A1BE68@w3hamboex11.ger.win.int.kn> Message-ID: <589c94400811101025w5e84e7dfn8404f3092a09e015@mail.gmail.com> Upgrade to 3.6.7? And faster database server is running mysql version X where X is? Have you analized tables after move? On Mon, Nov 10, 2008 at 8:10 PM, Ham MI-ID, Torsten Brumm wrote: > Hi RT Users, > just spent a whole day to find a solution or hint. Since some weeks (after migration to a faster Database Server) the bulk update page is getting very slow (with slow i mean > 200sec). Everything else is fine and very fast. > > I just had a look onto the queries agains the DB and found for my bulk update the following: > -- > Command: Query State: Copying to tmp table > > SELECT DISTINCT main.* > FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON (Principals_1.id = main.id) JOIN CachedGroupMembers CachedGroupMembers_2 ON > (CachedGroupMembers_2.MemberId = Principals_1.id) JOIN Groups Groups_3 ON (Groups_3.id = CachedGroupMembers_2.GroupId) > WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND > (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR > (Groups_3.Domain = 'RT::System-Role')) > ORDER BY main.Name ASC > > table |type |possible_keys |key | ken_len|ref | rows| > 1 |SIMPLE |Groups_3 |range |PRIMARY,|Groups1 | 67|Using where; Using index; Using temporary; Using filesort > 1 |SIMPLE |CachedGroupMembers_2|ref |DisGrouM|DisGrouM| 5|Using where; Using index > 1 |SIMPLE |main |eq_ref |PRIMARY,|PRIMARY | 4| > 1 |SIMPLE |Principals_1 |eq_ref | PRIMARY|PRIMARY | 4|Using where; Distinct > 1 |SIMPLE |ACL_4 |range | ACL1|ACL1 | 54|Using where; Using index; Distinct > > -- > > Any ideas where to start to fix this? > > Thanks > > Torsten > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 aliase573201 at mac.com Mon Nov 10 12:28:04 2008 From: aliase573201 at mac.com (Tom Smith) Date: Mon, 10 Nov 2008 10:28:04 -0700 Subject: [rt-users] Fwd: SELinux RT/syslog problem References: <3E5C08F3-FE64-45EF-882B-1FCC16D4AF4C@gmail.com> Message-ID: <0013087E-BC5A-43E0-AB2E-2F8AC4B9CE48@mac.com> Sorry, resending this to the list... Sent it from the wrong email address so the original didn't post to the list. Begin forwarded message: > From: Thomas Smith <> > Date: November 10, 2008 9:59:35 AM MST > To: Jerrad Pierce > Cc: rt Users > Subject: Re: [rt-users] SELinux RT/syslog problem > > Hi Jerrad, > > Not all programs are SELinux-aware and so can muck things up a bit > sometimes. When this happens, the best thing to do is to relabel > the filesystem. To do this, execute the following commands: > > touch /.autorelabel > reboot > > Keep in mind that the reboot may take a while. > > If you want to see which files have an incorrect label (according > to the SELinux' policy), you can run this command: > > restorecon -n -R -v / > > The switches have the following meanings: > > -n - Don't change any file labels. Allows you to see what will be > changed before committing to it (if you use the -v switch)--remove > the switch to relabel the affected files. > -R - Recursive. > -v - Tells "restorecon" to show which files/directories would be > changed and to what context. If you leave this switch out, > restorecon will exit silently. > > It's usually wise to relabel the filesystem when installing any > software that didn't come with your distribution. This will prevent > problems like these from going unnoticed for too long. > > ~ Tom > > On Nov 10, 2008, at 8:28 AM, Jerrad Pierce wrote: > >> Is anyone running RT on a box with SELinux (ES4 in my case)? >> Everything's been going peachy until for some reason yesterday >> things got mucked up on /dev/log and now apache/RT cannot log >> to syslog, which means several functions like merging are currently >> inaccessible. Anybody happen to know what the proper context is >> for that file? It's currently: system_u:object_r:devlog_t and the >> errors I'm getting are: >> >> #Pre- restorecon >> Nov 9 19:30:25 rt kernel: audit(1226277025.460:207): avc: denied { >> write } for pid=6378 comm="httpd.worker" name="log" dev=tmpfs >> ino=32795 scontext=user_u:system_r:httpd_t >> tcontext=root:object_r:device_t tclass=sock_file >> >> #Post- restorecon >> Nov 9 20:23:25 rt kernel: audit(1226280205.215:999): avc: denied { >> sendto } for pid=6873 comm="httpd.worker" name="log" >> scontext=user_u:system_r:httpd_t tcontext=root:system_r:unconfined_t >> tclass=unix_dgram_socket >> >> I've found a few pages online with hints on how I might be able to >> fix >> this, but none use chcon and instead require modifying system >> policies >> to add: >> >> allow httpd_t device_t:sock_file write; >> allow httpd_t unconfined_t:unix_dgram_socket sendto; >> >> Which I cannot do as the necessary tools are not installed >> (and the package manager is currently out of commission). >> -- >> Cambridge Energy Alliance: Save money. Save the planet. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmccoy at ggu.edu Mon Nov 10 13:36:16 2008 From: jmccoy at ggu.edu (John McCoy) Date: Mon, 10 Nov 2008 10:36:16 -0800 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <49149242.5010009@jennic.com> References: <49135FF3.3000502@jennic.com> <49147C1C.4010005@ggu.edu> <49148660.5060109@ggu.edu> <49149242.5010009@jennic.com> Message-ID: <49187F20.1090505@ggu.edu> Good points Mike, I did not think about the fact that future users can still get added as user at ggu.edu if they first are just a requester, this would mean I either need a constant process to "fix" these or as you suggest: > Since ExternalAuth has been refactored, I could add an Overlay to have > ExternalAuth checked for info when a user is auto-created by e-mail and > have the info loaded then. It wouldn't help past users, but would help > future users that start by e-mail and then login. > I am thinking this might be best, I have a few more days before my next major project kicks off, meaning I have some time to give back to RT. Would you like to do this as part of LDAP.pm or externally? Give me some guide lines and I will see what I can come up with. Mike Peachey wrote: > John McCoy wrote: > >> I do have an additional issue now that I have had a few more testers try >> this: >> Most of our non-privileged users do already exist in RT as they have >> been auto added when the were added as requesters on a ticket, this has >> created their accounts as such: >> >> Username: user at ggu.edu >> Email: user at ggu.edu >> Real Name: user at ggu.edu >> >> I think this is causing a problem for ExternalAuth as it tries to create >> a new user with Username: user but then fails as the email address is >> already in use. I did a query and I have several hundred uses like this, >> I am upgrading from 3.6.6 FYI. >> >> I'm thinking it might be best to create some sql to remove the >> "@ggu.edu" from all user names rather then try to modify the add user >> code to look for both user and user at ggu.edu >> >> Thoughts anyone? >> > > This has always been a difficult one. > > I *could* have it like this: Lookup user, load user info, check e-mail > address, if address in use, overwrite previous user with new details - > but this could cause some serious issues. > > As you suggest, it may simply be better to leave it to the individual > administrator to decide whether to clean up the users database as each > one comes up or via a scripted change. > > Since ExternalAuth has been refactored, I could add an Overlay to have > ExternalAuth checked for info when a user is auto-created by e-mail and > have the info loaded then. It wouldn't help past users, but would help > future users that start by e-mail and then login. > > I could have it periodically do a complete pull from LDAP and create > users in RT for all users in LDAP, but that could complicate things > later on for certain users. > > As I said, I'm really not sure how best to deal with it. > -- ************************************* John McCoy, Jr Sr. Systems and Network Administrator Enterprise Technology Services Golden Gate University 415-442-6560 ************************************* -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Mon Nov 10 13:59:24 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 10 Nov 2008 18:59:24 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <49187F20.1090505@ggu.edu> References: <49135FF3.3000502@jennic.com> <49147C1C.4010005@ggu.edu> <49148660.5060109@ggu.edu> <49149242.5010009@jennic.com> <49187F20.1090505@ggu.edu> Message-ID: <4918848C.6010302@jennic.com> John McCoy wrote: > Good points Mike, I did not think about the fact that future users can > still get added as user at ggu.edu if they first are just a requester, this > would mean I either need a constant process to "fix" these or as you > suggest: > >> Since ExternalAuth has been refactored, I could add an Overlay to have >> ExternalAuth checked for info when a user is auto-created by e-mail and >> have the info loaded then. It wouldn't help past users, but would help >> future users that start by e-mail and then login. >> > I am thinking this might be best, I have a few more days before my next > major project kicks off, meaning I have some time to give back to RT. > Would you like to do this as part of LDAP.pm or externally? Give me some > guide lines and I will see what I can come up with. Having thought about this (and had some sleep) since.. I realised that, as far as I know, ExternalAuth *already* looks up external user info when a user is autocreated by email because when the user is created CanonicalizeUserInfo is called which is overridden by ExternalAuth and so goes off to find the users info based on their email address.. Can you confirm this? -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Mon Nov 10 14:00:49 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 10 Nov 2008 19:00:49 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available. In-Reply-To: <4918848C.6010302@jennic.com> References: <49135FF3.3000502@jennic.com> <49147C1C.4010005@ggu.edu> <49148660.5060109@ggu.edu> <49149242.5010009@jennic.com> <49187F20.1090505@ggu.edu> <4918848C.6010302@jennic.com> Message-ID: <491884E1.3060807@jennic.com> Mike Peachey wrote: > John McCoy wrote: >> Good points Mike, I did not think about the fact that future users can >> still get added as user at ggu.edu if they first are just a requester, this >> would mean I either need a constant process to "fix" these or as you >> suggest: >> >>> Since ExternalAuth has been refactored, I could add an Overlay to have >>> ExternalAuth checked for info when a user is auto-created by e-mail and >>> have the info loaded then. It wouldn't help past users, but would help >>> future users that start by e-mail and then login. >>> >> I am thinking this might be best, I have a few more days before my next >> major project kicks off, meaning I have some time to give back to RT. >> Would you like to do this as part of LDAP.pm or externally? Give me some >> guide lines and I will see what I can come up with. > > Having thought about this (and had some sleep) since.. I realised that, > as far as I know, ExternalAuth *already* looks up external user info > when a user is autocreated by email because when the user is created > CanonicalizeUserInfo is called which is overridden by ExternalAuth and > so goes off to find the users info based on their email address.. Can > you confirm this? I would look into this deeper myself, but right now I'm back to barely having enough time to wipe my own nose. -- 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 jpierce at cambridgeenergyalliance.org Mon Nov 10 14:32:31 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 10 Nov 2008 14:32:31 -0500 Subject: [rt-users] Spam filter Message-ID: Hello all, I've built upon Erik's August revision of the RT spam filter, and added a number of features. It's currently in production on our server, and it seems to work quite well. You can get it at http://codepad.org/HQmnr0AG -- Cambridge Energy Alliance: Save money. Save the planet. From steve.hopps at gmail.com Mon Nov 10 14:35:47 2008 From: steve.hopps at gmail.com (Steve Hopps) Date: Mon, 10 Nov 2008 13:35:47 -0600 Subject: [rt-users] Custom scrip to parse new emails and reject them In-Reply-To: <589c94400811101021k752385a7yc504f1d367196b5a@mail.gmail.com> References: <7c086ee20811101004g7320111cg1fe61138f7d2c2f3@mail.gmail.com> <589c94400811101021k752385a7yc504f1d367196b5a@mail.gmail.com> Message-ID: <7c086ee20811101135p19aa40fax7dbbb1543d97f56d@mail.gmail.com> Hrm, that's what I've been trying, here's what I've got so far:condition: user defined action: user defined template: blank stage: TransactionCreate Custom Condition: my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $Attachment = $Transaction->Attachments; my $AttFirst = $Attachment->First; my $Content = $AttFirst->Content; my $test = 0; $test = 1 if (lc($Content) =~ m/caller hung up/); if($test == 1) {$Ticket->SetStatus( Status => 'open' , Force => 1,); return 1; }return; custom action preparation: return 1; custom action cleanup: $self->TicketObj->SetStatus( "rejected" ); return 1; ---- I must be doing something wrong tho, it's not working still? I really appreciate all your help, thanks!! P.S. Sorry for sending this to you directly Ruslan, my mistake! -Steve On Mon, Nov 10, 2008 at 12:21 PM, Ruslan Zakirov wrote: > Clean up this: > http://wiki.bestpractical.com/view/ReplyBasedUponContent > Apply this action with obviouse changes: > http://wiki.bestpractical.com/view/ResolveTicket > > On Mon, Nov 10, 2008 at 9:04 PM, Steve Hopps > wrote: > > Hi, I'm sorry if this is noobish, but I'm having trouble figuring out how > to > > do it > > We use a service called phonetag to take voicemails and transcribe them > > (with attached .wav files) to emails that reach our helpdesk. The problem > is > > about 75% of them are blank, because the caller did not leave a message. > > When that happens the email comes in saying "We're sorry, the caller hung > up > > before leaving a message". I'd like to look for "the caller hung up" and > > have RT reject any tickets from emails containing that. > > I tried writing my own conditions based on some samples I found online > but I > > can't quite get it working, can anyone recommend some documentation that > > would get me on the right track, or any other kind of help? > > -Steve > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexyoung at scoutsolutions.co.uk Mon Nov 10 15:51:38 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Mon, 10 Nov 2008 20:51:38 -0000 Subject: [rt-users] Rich text in RT and RTFM Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64BD5B16@s-wor-e-001.SCOUTSOFFICE.local> Does anyone know how I can get RT to send out HTML email when replying to tickets? I can get the auto-replies to send as HTML, but not the replies as MIME type seems to always be set to text. Also, will a future release of RTFM support the WYSIWYG HTML editor that is in RT? I think it would be very useful, especially for canned responses once sending HTML emails from RT works. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Nov 10 18:50:02 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Nov 2008 18:50:02 -0500 Subject: [rt-users] Rich text in RT and RTFM In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64BD5B16@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64BD5B16@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <7F26E138-2CEF-4932-9970-8EB106DA3915@bestpractical.com> On Nov 10, 2008, at 3:51 PM, Alex Young wrote: > Does anyone know how I can get RT to send out HTML email when > replying to tickets? I can get the auto-replies to send as HTML, but > not the replies as MIME type seems to always be set to text. There are a bunch of fixes to this that will be in 3.8.2 > > Also, will a future release of RTFM support the WYSIWYG HTML editor > that is in RT? I think it would be very useful, especially for > canned responses once sending HTML emails from RT works. Support in what way? RTFM can insert content into the WYSIWYG editor while replying to or creating a ticket. -kevin From alexyoung at scoutsolutions.co.uk Mon Nov 10 18:52:33 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Mon, 10 Nov 2008 23:52:33 -0000 Subject: [rt-users] Rich text in RT and RTFM In-Reply-To: <7F26E138-2CEF-4932-9970-8EB106DA3915@bestpractical.com> References: <3CE7D8D453B27148BBCA0B2063B11E64BD5B16@s-wor-e-001.SCOUTSOFFICE.local> <7F26E138-2CEF-4932-9970-8EB106DA3915@bestpractical.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64BD5B18@s-wor-e-001.SCOUTSOFFICE.local> Thanks. Do you know when 3.8.2 will be released? I meant adding the WYSIWYG into RTFM, rather than just having WIKI text or plain text. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 10 November 2008 23:50 To: RT Users Subject: Re: [rt-users] Rich text in RT and RTFM On Nov 10, 2008, at 3:51 PM, Alex Young wrote: > Does anyone know how I can get RT to send out HTML email when > replying to tickets? I can get the auto-replies to send as HTML, but > not the replies as MIME type seems to always be set to text. There are a bunch of fixes to this that will be in 3.8.2 > > Also, will a future release of RTFM support the WYSIWYG HTML editor > that is in RT? I think it would be very useful, especially for > canned responses once sending HTML emails from RT works. Support in what way? RTFM can insert content into the WYSIWYG editor while replying to or creating a ticket. -kevin _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From falcone at bestpractical.com Mon Nov 10 18:57:45 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Nov 2008 18:57:45 -0500 Subject: [rt-users] Rich text in RT and RTFM In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64BD5B18@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64BD5B16@s-wor-e-001.SCOUTSOFFICE.local> <7F26E138-2CEF-4932-9970-8EB106DA3915@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64BD5B18@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: On Nov 10, 2008, at 6:52 PM, Alex Young wrote: > Thanks. Do you know when 3.8.2 will be released? Hopefully before the holiday season gets into full swing, but I can't commit to a release date. > I meant adding the WYSIWYG into RTFM, rather than just having WIKI > text > or plain text. That *should* be as easy as putting the right css attribute on the text area used for editing since the JS that turns on the WYSIWYG triggers on a class setting. It may cause some interesting problems inserting html into the WYSIWYG, I've not played with that. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: 10 November 2008 23:50 > To: RT Users > Subject: Re: [rt-users] Rich text in RT and RTFM > > > On Nov 10, 2008, at 3:51 PM, Alex Young wrote: > >> Does anyone know how I can get RT to send out HTML email when >> replying to tickets? I can get the auto-replies to send as HTML, but >> not the replies as MIME type seems to always be set to text. > > There are a bunch of fixes to this that will be in 3.8.2 > >> >> Also, will a future release of RTFM support the WYSIWYG HTML editor >> that is in RT? I think it would be very useful, especially for >> canned responses once sending HTML emails from RT works. > > Support in what way? > RTFM can insert content into the WYSIWYG editor while replying to or > creating a ticket. > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From woody at wildthingsafaris.com Mon Nov 10 18:57:53 2008 From: woody at wildthingsafaris.com (Woody - Wild Things) Date: Tue, 11 Nov 2008 02:57:53 +0300 Subject: [rt-users] 'Starts'/'due' fields not set Message-ID: <4918CA81.50800@wildthingsafaris.com> Hello all, I create my tickets from my web form using $ticket->Create(%ticket_vals) but the 'Start' and 'Due' fields don't get set. All other fields are OK. my %ticket_vals = ( Queue => $queue, Subject => "$prefref->{name}", Owner => 10, Requestor => $prefref->{email}, Status => $status, InitialPriority => '11', FinalPriority => '20', Starts => '2008-12-25', Due => '2009-01-01', FinalPriority => '20', MIMEObj => $ticket_body, 'CustomField-1' => $prefref->{"id"}, .......... did I miss something? woody -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Mobile: +255 (0) 773 503 502 http://www.wildthingsafaris.com http://www.wildthingsafaris.com/pub/woody.html From gobombers at comcast.net Mon Nov 10 20:01:18 2008 From: gobombers at comcast.net (Kevin Rhodes) Date: Mon, 10 Nov 2008 19:01:18 -0600 Subject: [rt-users] Conditional ticket help please Message-ID: <4918D95E.4040100@comcast.net> Could someone provide some assistance on the following: I have a custom field called Severity with values of 1,2,and 3. If severity is 3 is selected I need RT to send an email to a group email address. Levels 1 & 2 should only send the standard email. I have almost no perl experience and no idea how to write a scrip. Please assist if you can. From ruz at bestpractical.com Mon Nov 10 23:43:04 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 11 Nov 2008 07:43:04 +0300 Subject: [rt-users] 'Starts'/'due' fields not set In-Reply-To: <4918CA81.50800@wildthingsafaris.com> References: <4918CA81.50800@wildthingsafaris.com> Message-ID: <589c94400811102043o2abf93abnbd3ba8476f544fb8@mail.gmail.com> Use '2008-12-25 00:00:00', note that date should be in UTC TZ. On Tue, Nov 11, 2008 at 2:57 AM, Woody - Wild Things wrote: > Hello all, > > I create my tickets from my web form using $ticket->Create(%ticket_vals) > but the 'Start' and 'Due' fields don't get set. All other fields are OK. > > my %ticket_vals = ( Queue => $queue, > Subject => "$prefref->{name}", > Owner => 10, > Requestor => $prefref->{email}, > Status => $status, > InitialPriority => '11', > FinalPriority => '20', > Starts => '2008-12-25', > Due => '2009-01-01', > FinalPriority => '20', > MIMEObj => $ticket_body, > 'CustomField-1' => $prefref->{"id"}, > .......... > > did I miss something? > > woody > > -- > ----------------------- > Richard Wood (Woody) > Managing Director > Wild Thing Safaris Ltd. > PO BOX 34514 DSM > Office: +255 (0) 222 617 166 > Mobile: +255 (0) 773 503 502 > > http://www.wildthingsafaris.com > http://www.wildthingsafaris.com/pub/woody.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 > -- Best regards, Ruslan. From jim at jamesberwick.com Tue Nov 11 01:01:32 2008 From: jim at jamesberwick.com (James Berwick) Date: Tue, 11 Nov 2008 01:01:32 -0500 Subject: [rt-users] CustomField sort order with Global CustomFields Message-ID: <49191FBC.3090807@jamesberwick.com> Hello, Start out by first saying that RT is a great product. Compared to every other ticketing software I've ever used, it rocks. It almost makes me want to sit at my desk all day answering tickets. We recently updated from RT 3.6.4 to RT 3.8.1. Our users have noticed that the order of CustomFields has changed on the Basics page. Prior to upgrading, Global CustomFields were listed first with queue specific ones listed next. It seems to be reversed now, with all the queue specific fields being listed first and global CustomFields being listed at the end. Everything sorts correctly inside of its own list (ie, queue specific fields sort correctly amongst themselves). I didn't see this after searching the archive and I'm lost as to where to start looking for a solution. Thanks in advance for any guidance! From gordon at cryologic.com Tue Nov 11 01:53:58 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 11 Nov 2008 17:53:58 +1100 Subject: [rt-users] ClickableLinks in custom fields Message-ID: <49192C06.7090502@cryologic.com> Before I reinvent the wheel I thought I would ask if anybody had created something similar to the ClickableLinks Callback (http://wiki.bestpractical.com/view/ClickableLinks Dirk Pape et al.) applicable to Custom Fields. RT-3.6.7 thanks Gordon From torsten.brumm at Kuehne-Nagel.com Tue Nov 11 01:54:15 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 11 Nov 2008 07:54:15 +0100 Subject: [rt-users] Very slow Bulk Update Page under 3.6.5 In-Reply-To: <589c94400811101025w5e84e7dfn8404f3092a09e015@mail.gmail.com> References: <16426EA38D57E74CB1DE5A6AE1DB039401A1BE68@w3hamboex11.ger.win.int.kn> <589c94400811101025w5e84e7dfn8404f3092a09e015@mail.gmail.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401A1BE7E@w3hamboex11.ger.win.int.kn> Hi Ruz, sorry for the missing information. OK, Upgrade to 3.6.7 will not be possible, we are in the progress to upgrade to 3.8.1 at this moment (hopefully done Q1/09) but until then i have to fix the Bulk Problem. OK, MySQL Version from old Server: MySQL 5.0.45, new Server 5.0.67 Old Server was AIX 5.3, new Server is running under Solaris 10. The Tables were not analyzed after move :-( (not sure how to do this) Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- Von: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] Im Auftrag von Ruslan Zakirov Gesendet: Montag, 10. November 2008 19:25 An: Ham MI-ID, Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Very slow Bulk Update Page under 3.6.5 Upgrade to 3.6.7? And faster database server is running mysql version X where X is? Have you analized tables after move? On Mon, Nov 10, 2008 at 8:10 PM, Ham MI-ID, Torsten Brumm wrote: > Hi RT Users, > just spent a whole day to find a solution or hint. Since some weeks (after migration to a faster Database Server) the bulk update page is getting very slow (with slow i mean > 200sec). Everything else is fine and very fast. > > I just had a look onto the queries agains the DB and found for my bulk update the following: > -- > Command: Query State: Copying to tmp table > > SELECT DISTINCT main.* > FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON (Principals_1.id = main.id) JOIN CachedGroupMembers CachedGroupMembers_2 ON > (CachedGroupMembers_2.MemberId = Principals_1.id) JOIN Groups > Groups_3 ON (Groups_3.id = CachedGroupMembers_2.GroupId) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND > (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR > (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC > > table |type |possible_keys |key | ken_len|ref | rows| > 1 |SIMPLE |Groups_3 |range |PRIMARY,|Groups1 | 67|Using where; Using index; Using temporary; Using filesort > 1 |SIMPLE |CachedGroupMembers_2|ref |DisGrouM|DisGrouM| 5|Using where; Using index > 1 |SIMPLE |main |eq_ref |PRIMARY,|PRIMARY | 4| > 1 |SIMPLE |Principals_1 |eq_ref | PRIMARY|PRIMARY | 4|Using where; Distinct > 1 |SIMPLE |ACL_4 |range | ACL1|ACL1 | 54|Using where; Using index; Distinct > > -- > > Any ideas where to start to fix this? > > Thanks > > Torsten > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), > Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), > Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA > 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: > K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender > Verwaltungsrat: Klaus-Michael K?hne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From torsten.brumm at googlemail.com Tue Nov 11 02:36:44 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 11 Nov 2008 08:36:44 +0100 Subject: [rt-users] ClickableLinks in custom fields In-Reply-To: <49192C06.7090502@cryologic.com> References: <49192C06.7090502@cryologic.com> Message-ID: Hi Gordon, have a look into CF Configuration: Link values to RT can make this custom field's values into hyperlinks to another service. Fill in this field with a URL. RT will replace __id__ and __CustomField__ with the record id and custom field value, respectively Create a CF and type inside the Link Values to: __CustomField__ which will create a clickable link with the content of the CF. 2008/11/11 > Before I reinvent the wheel I thought I would ask if anybody had created > something similar to the ClickableLinks Callback > (http://wiki.bestpractical.com/view/ClickableLinks Dirk Pape et al.) > applicable to Custom Fields. > > RT-3.6.7 > > thanks > Gordon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From pape-rt at inf.fu-berlin.de Tue Nov 11 02:45:59 2008 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 11 Nov 2008 08:45:59 +0100 Subject: [rt-users] Retrieving the computer name automatically In-Reply-To: <11d86c18327.5605952102507675933.5758532628808141491@gmail.com> References: <11d868ed5c2.-1320774295868114607.-4667827617554664687@gmail.com> <519782dc0811100556u49cefe50v27b9f3e7d468b0ae@mail.gmail.com> <11d86c18327.5605952102507675933.5758532628808141491@gmail.com> Message-ID: Hello, --Am 10. November 2008 14:15:08 +0000 schrieb Tony A : > My thoughts were down the lines of using dns resolution based on the IP > address. I can't really rely on the IP address itself, as this may well > have changed by the time I get round to dealing with it. > > So ideally, it'd just be a case of retrieving the REMOTE_HOST variable, > running dns resolution against it and using the result of that. But my > perl/scrip/RT knowledge is not yet at that level. I have coded such a solution on basis of my ExtractCustomFieldValues extension (ECFV). The solution works with the WebInterface by adding the value of REMOTE_HOST as an Email-Header. It works also with the Email-Interface provided your receiving SMTP-Server writes such a header like "SenderIP: xxx.xxx.xxx.xxx" into the Mail. ECFV scans the mail for this header and adds two CustomFieldValues (Host-IP and HostName, you can name it like you wish). The latter is revealed by DNS-resolution. This worked well for years, but I did not test the patch against the 3.8 line of RT. I can provide the patch and the configuration line in the template for ECFV later this day. Regards, Dirk. From pape-rt at inf.fu-berlin.de Tue Nov 11 03:19:03 2008 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 11 Nov 2008 09:19:03 +0100 Subject: [rt-users] Retrieving the computer name automatically In-Reply-To: References: <11d868ed5c2.-1320774295868114607.-4667827617554664687@gmail.com> <519782dc0811100556u49cefe50v27b9f3e7d468b0ae@mail.gmail.com> <11d86c18327.5605952102507675933.5758532628808141491@gmail.com> Message-ID: <56CDAB5BA8E5316D542E0EDA@erehome> Hello, --Am 11. November 2008 08:45:59 +0100 schrieb Dirk Pape : > I can provide the patch and the configuration line in the template for > ECFV later this day. ok. This is ot so much later :-) The patch can be found at . It ist for RT 3.6 und must probably be adapted for 3.8 It uses $Message->head->replace('X-REMOTE-IP',$ENV{'REMOTE_ADDR'}); to add the REMOTE_ADDR from the environment to a header X-REMOTE-IP. This is - in our local case - the same header the SMTP-Server writes into each email message it receives. You can change X-REMOTE-IP to your own X-Header. If you look at my latest ECFV at (there is also a cpan version done by Kevin Falcone or Alex Vandiver ) you find a line in the shipped template reading # scan the Header X-REMOTE-IP for an IP-Address and get the hostname out of it host|X-REMOTE-IP|\d+\.\d+\.\d+\.\d+|use Socket; ($_) = gethostbyaddr(inet_aton($_),AF_INET); $_ = "$_ (remote-ip)"; this resolves the hostname from the IP in the header into a (global) ticket custom field "host". You may just adopt it to use your own X-Header. You can also read the IP into another customfield by adding to the template: hostip|X-REMOTE-IP|\d+\.\d+\.\d+\.\d+| you may add |q to the end of each line, if you don't like the transaction to be logged in RT (I recommend this). So you have the two lines host|X-REMOTE-IP|\d+\.\d+\.\d+\.\d+|use Socket; ($_) = gethostbyaddr(inet_aton($_),AF_INET); $_ = "$_ (remote-ip)";|q hostip|X-REMOTE-IP|\d+\.\d+\.\d+\.\d+||q If you don't have ECFV already installed there is a README and some hints in the wiki. I hope this helps. Regards, Dirk. From justin at brighton.ac.uk Tue Nov 11 06:27:31 2008 From: justin at brighton.ac.uk (justin at brighton.ac.uk) Date: Tue, 11 Nov 2008 11:27:31 +0000 Subject: [rt-users] RT e-mail address listed as one-time Cc and Bcc checkbox Message-ID: <49196C23.4070504@brighton.ac.uk> Hi all, Does anyone know if the global RT e-mail address should be listed as a check box under One-time Cc and Bcc when adding a comment or a reply in 3.8.1? Surely RT should know not to e-mail itself for fear of a mail loop? I don't remember seeing this on my test installation. Best regards, Justin University of Brighton. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jneundorf at wwsys.net Tue Nov 11 07:08:00 2008 From: jneundorf at wwsys.net (Jim Neundorf) Date: Tue, 11 Nov 2008 07:08:00 -0500 Subject: [rt-users] This is my first attempt to install RT on Ubuntu 8.10 desktop with fastcgi and nginx 0.6.32. Message-ID: <491975A0.5080209@wwsys.net> Here are the steps I've taken: STEP 1 RT configure script: ./configure --prefix=/usr/local/rt \ --enable-graphviz \ --enable-gd \ --with-web-handler=fastcgi \ --with-db-type=Pg \ --with-db-host=localhost \ --with-db-port=5432 \ --with-db-rt-host=localhost \ --with-db-dba=postgres \ --with-db-database=rt \ --with-db-rt-user=ldc \ --with-db-rt-pass=ldc4ever \ --with-web-user=daemon \ --with-web-group=daemon \ --with-rt-group=daemon * Note nginx runs as user daemon, group daemon STEP 2 ran: make testdeps (ran without issues) make intitialize-database (ran without issues) * Note at this point I assume rt is installed correctly STEP 3 /etc/init.d/rt script: #!/bin/sh RTPATH=/usr/local/rt RTUSER=daemon FCGI_SOCKET_PATH=$RTPATH/var/session_data case $1 in start) echo -n "Starting RT: mason_handler.fcgi" cd $RTPATH export FCGI_SOCKET_PATH su $RTUSER -c perl bin/mason_handler.fcgi & echo ;; stop) echo -n "Stopping RT: " PIDS=`ps axww | awk '/[m]ason_handler.fcgi/ { print $1}'` if [ -n "$PIDS" ] then echo -n kill -TERM $PIDS kill $PIDS echo else echo RT not running fi ;; restart|force-reload) $0 stop $0 start ;; *) echo "Usage: /etc/init.d/rt { stop | start | restart }" exit 1 ;; esac * Note this deviates slightly from the recommendations at http://wiki.bestpractical.com/view/FastCGIConfiguration which suggested FCGI_SOCKET_PATH=$RTPATH/var/appSocket. There was no appSocket subdirectory so I used session_data instead. I also ran: chown -R daemon:daemon /usr/local/rt/var/log chown -R daemon:daemon /usr/local/rt/var/session_data chmod -R 775 /usr/local/rt/var/log chmod -R 775 /usr/local/rt/var/session_data STEP 4 Ran the /etc/init.d/rt script /etc/init.d/rt start -> Starting RT: mason_handler.fcgi /etc/init.d/rt stop -> Stopping RT: RT not running This is where I'm stuck - I can't seem to get the mason_handler to run and I don't see any output in the /usr/local/rt/var/log directory. I would really appreciate any insights on what I can do to move past this point to get RT up and running. Thanks. From allan.eising at gmail.com Tue Nov 11 08:33:15 2008 From: allan.eising at gmail.com (Allan Eising) Date: Tue, 11 Nov 2008 14:33:15 +0100 Subject: [rt-users] Blank page annoyance Message-ID: Hi there, I have a problem on my rt 3.8.1 installation. After using the web interface for a few minutes, pages stop being generated, and when I click a link, I receive a blank page. I can then log in again by typing the url, and observe the same issue reappear after a short while. I've checked my syslog, and it doesn't cointain any information other than the fact that the user logged in. Can anyone help me debug this problem? -- Best regards Allan Eising From nimbius at sdf.lonestar.org Tue Nov 11 09:08:58 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 14:08:58 +0000 (UTC) Subject: [rt-users] Blank page annoyance In-Reply-To: References: Message-ID: Allan, is this an upgrade or a new install? do you see any errors in your webserver logs? have you tried turning on RT logging and tracing? (settings can be found in RT_Config.pm) it sounds like something is failing in mason. On Tue, 11 Nov 2008, Allan Eising wrote: > Date: Tue, 11 Nov 2008 14:33:15 +0100 > From: Allan Eising > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Blank page annoyance > > Hi there, > > I have a problem on my rt 3.8.1 installation. After using the web > interface for a few minutes, pages stop being generated, and when I > click a link, I receive a blank page. I can then log in again by > typing the url, and observe the same issue reappear after a short > while. I've checked my syslog, and it doesn't cointain any information > other than the fact that the user logged in. > > Can anyone help me debug this problem? > > -- > Best regards > > Allan Eising > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From nimbius at sdf.lonestar.org Tue Nov 11 09:12:57 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 14:12:57 +0000 (UTC) Subject: [rt-users] This is my first attempt to install RT on Ubuntu 8.10 desktop with fastcgi and nginx 0.6.32. In-Reply-To: <491975A0.5080209@wwsys.net> References: <491975A0.5080209@wwsys.net> Message-ID: out of curiousity, is your webserver running as a user with permissions to access the data in /opt/rt3/ ? On Tue, 11 Nov 2008, Jim Neundorf wrote: > Date: Tue, 11 Nov 2008 07:08:00 -0500 > From: Jim Neundorf > To: RT-Users at lists.bestpractical.com > Subject: [rt-users] This is my first attempt to install RT on Ubuntu 8.10 > desktop with fastcgi and nginx 0.6.32. > > Here are the steps I've taken: > > STEP 1 RT configure script: > > ./configure --prefix=/usr/local/rt \ > --enable-graphviz \ > --enable-gd \ > --with-web-handler=fastcgi \ > --with-db-type=Pg \ > --with-db-host=localhost \ > --with-db-port=5432 \ > --with-db-rt-host=localhost \ > --with-db-dba=postgres \ > --with-db-database=rt \ > --with-db-rt-user=ldc \ > --with-db-rt-pass=ldc4ever \ > --with-web-user=daemon \ > --with-web-group=daemon \ > --with-rt-group=daemon > > * Note nginx runs as user daemon, group daemon > > STEP 2 ran: > > make testdeps (ran without issues) > make intitialize-database (ran without issues) > > * Note at this point I assume rt is installed correctly > > STEP 3 /etc/init.d/rt script: > > #!/bin/sh > > RTPATH=/usr/local/rt > RTUSER=daemon > FCGI_SOCKET_PATH=$RTPATH/var/session_data > > case $1 in > start) > echo -n "Starting RT: mason_handler.fcgi" > cd $RTPATH > export FCGI_SOCKET_PATH > su $RTUSER -c perl bin/mason_handler.fcgi & > echo > ;; > > stop) > echo -n "Stopping RT: " > PIDS=`ps axww | awk '/[m]ason_handler.fcgi/ { print $1}'` > if [ -n "$PIDS" ] > then > echo -n kill -TERM $PIDS > kill $PIDS > echo > else > echo RT not running > fi > ;; > > restart|force-reload) > $0 stop > $0 start > ;; > > *) > echo "Usage: /etc/init.d/rt { stop | start | restart }" > exit 1 > ;; > esac > > * Note this deviates slightly from the recommendations at > http://wiki.bestpractical.com/view/FastCGIConfiguration which suggested > FCGI_SOCKET_PATH=$RTPATH/var/appSocket. There was no appSocket > subdirectory so I used session_data instead. I also ran: > > chown -R daemon:daemon /usr/local/rt/var/log > chown -R daemon:daemon /usr/local/rt/var/session_data > chmod -R 775 /usr/local/rt/var/log > chmod -R 775 /usr/local/rt/var/session_data > > STEP 4 Ran the /etc/init.d/rt script > > /etc/init.d/rt start -> Starting RT: mason_handler.fcgi > /etc/init.d/rt stop -> Stopping RT: RT not running > > This is where I'm stuck - I can't seem to get the mason_handler to run > and I don't see any output in the /usr/local/rt/var/log directory. > > I would really appreciate any insights on what I can do to move past > this point to get RT up and running. 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 > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From nimbius at sdf.lonestar.org Tue Nov 11 09:31:56 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 14:31:56 +0000 (UTC) Subject: [rt-users] Blank page annoyance In-Reply-To: References: Message-ID: did you complete the schema upgrade as noted in UPGRADE.mysql? On Tue, 11 Nov 2008, Allan Eising wrote: > Date: Tue, 11 Nov 2008 15:29:12 +0100 > From: Allan Eising > To: John > Subject: Re: [rt-users] Blank page annoyance > > It's an upgrade. > > The most consistent error I get from my httpd log is: > > [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal > Segmentation fault (11) > > I'll try and see if I can update mod_perl and DBI/DBD... > > Allan > > On Tue, Nov 11, 2008 at 3:08 PM, John wrote: >> Allan, >> is this an upgrade or a new install? >> do you see any errors in your webserver logs? >> have you tried turning on RT logging and tracing? (settings can be found in >> RT_Config.pm) >> >> it sounds like something is failing in mason. >> >> >> On Tue, 11 Nov 2008, Allan Eising wrote: >> >>> Date: Tue, 11 Nov 2008 14:33:15 +0100 >>> From: Allan Eising >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] Blank page annoyance >>> >>> Hi there, >>> >>> I have a problem on my rt 3.8.1 installation. After using the web >>> interface for a few minutes, pages stop being generated, and when I >>> click a link, I receive a blank page. I can then log in again by >>> typing the url, and observe the same issue reappear after a short >>> while. I've checked my syslog, and it doesn't cointain any information >>> other than the fact that the user logged in. >>> >>> Can anyone help me debug this problem? >>> >>> -- >>> Best regards >>> >>> Allan Eising >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From jtollerton at zoominternet.net Tue Nov 11 09:44:27 2008 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Tue, 11 Nov 2008 09:44:27 -0500 Subject: [rt-users] Blank page annoyance In-Reply-To: References: Message-ID: <49199A4B.9080801@zoominternet.net> If this is mysql, don't take DBD::mysql past 4.006 http://rt.cpan.org/Public/Bug/Display.html?id=37027 John wrote: > did you complete the schema upgrade as noted in UPGRADE.mysql? > > On Tue, 11 Nov 2008, Allan Eising wrote: > > >> Date: Tue, 11 Nov 2008 15:29:12 +0100 >> From: Allan Eising >> To: John >> Subject: Re: [rt-users] Blank page annoyance >> >> It's an upgrade. >> >> The most consistent error I get from my httpd log is: >> >> [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal >> Segmentation fault (11) >> >> I'll try and see if I can update mod_perl and DBI/DBD... >> >> Allan >> >> On Tue, Nov 11, 2008 at 3:08 PM, John wrote: >> >>> Allan, >>> is this an upgrade or a new install? >>> do you see any errors in your webserver logs? >>> have you tried turning on RT logging and tracing? (settings can be found in >>> RT_Config.pm) >>> >>> it sounds like something is failing in mason. >>> >>> >>> On Tue, 11 Nov 2008, Allan Eising wrote: >>> >>> >>>> Date: Tue, 11 Nov 2008 14:33:15 +0100 >>>> From: Allan Eising >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] Blank page annoyance >>>> >>>> Hi there, >>>> >>>> I have a problem on my rt 3.8.1 installation. After using the web >>>> interface for a few minutes, pages stop being generated, and when I >>>> click a link, I receive a blank page. I can then log in again by >>>> typing the url, and observe the same issue reappear after a short >>>> while. I've checked my syslog, and it doesn't cointain any information >>>> other than the fact that the user logged in. >>>> >>>> Can anyone help me debug this problem? >>>> >>>> -- >>>> Best regards >>>> >>>> Allan Eising >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>> nimbius at sdf.lonestar.org >>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> >>> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From allan.eising at gmail.com Tue Nov 11 09:44:28 2008 From: allan.eising at gmail.com (Allan Eising) Date: Tue, 11 Nov 2008 15:44:28 +0100 Subject: [rt-users] Blank page annoyance In-Reply-To: References: Message-ID: (once again with rt-users as CC) I did an upgrade with rt-setup-database ?dba root ?prompt-for-dba-password ?action upgrade if that's what you mean? On Tue, Nov 11, 2008 at 3:31 PM, John wrote: > > did you complete the schema upgrade as noted in UPGRADE.mysql? > > On Tue, 11 Nov 2008, Allan Eising wrote: > >> Date: Tue, 11 Nov 2008 15:29:12 +0100 >> From: Allan Eising >> To: John >> Subject: Re: [rt-users] Blank page annoyance >> >> It's an upgrade. >> >> The most consistent error I get from my httpd log is: >> >> [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal >> Segmentation fault (11) >> >> I'll try and see if I can update mod_perl and DBI/DBD... >> >> Allan >> >> On Tue, Nov 11, 2008 at 3:08 PM, John wrote: >>> >>> Allan, >>> is this an upgrade or a new install? >>> do you see any errors in your webserver logs? >>> have you tried turning on RT logging and tracing? (settings can be found >>> in >>> RT_Config.pm) >>> >>> it sounds like something is failing in mason. >>> >>> >>> On Tue, 11 Nov 2008, Allan Eising wrote: >>> >>>> Date: Tue, 11 Nov 2008 14:33:15 +0100 >>>> From: Allan Eising >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] Blank page annoyance >>>> >>>> Hi there, >>>> >>>> I have a problem on my rt 3.8.1 installation. After using the web >>>> interface for a few minutes, pages stop being generated, and when I >>>> click a link, I receive a blank page. I can then log in again by >>>> typing the url, and observe the same issue reappear after a short >>>> while. I've checked my syslog, and it doesn't cointain any information >>>> other than the fact that the user logged in. >>>> >>>> Can anyone help me debug this problem? >>>> >>>> -- >>>> Best regards >>>> >>>> Allan Eising >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> nimbius at sdf.lonestar.org >>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> >> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > -- Med venlig hilsen / Best regards Allan Eising ?restads Boulevard 37D, 3. tv 2300 K?benhavn S +45 22420772 allan.eising at gmail.com http://www.linkedin.com/in/aeising From allan.eising at gmail.com Tue Nov 11 09:47:57 2008 From: allan.eising at gmail.com (Allan Eising) Date: Tue, 11 Nov 2008 15:47:57 +0100 Subject: [rt-users] Blank page annoyance In-Reply-To: <49199A4B.9080801@zoominternet.net> References: <49199A4B.9080801@zoominternet.net> Message-ID: I have 4.005 installed, so this is not the issue. However, I pulled the package off fedora's rawhide repository, so I suspect some incompatibilities there. It's the version that will be released with the upcoming fedora core 10, so I hope when I do the full upgrade upon release, it will be fixed. On Tue, Nov 11, 2008 at 3:44 PM, Jon Tollerton wrote: > If this is mysql, don't take DBD::mysql past 4.006 > > http://rt.cpan.org/Public/Bug/Display.html?id=37027 > > John wrote: > > did you complete the schema upgrade as noted in UPGRADE.mysql? > > On Tue, 11 Nov 2008, Allan Eising wrote: > > > > Date: Tue, 11 Nov 2008 15:29:12 +0100 > From: Allan Eising > To: John > Subject: Re: [rt-users] Blank page annoyance > > It's an upgrade. > > The most consistent error I get from my httpd log is: > > [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal > Segmentation fault (11) > > I'll try and see if I can update mod_perl and DBI/DBD... > > Allan > > On Tue, Nov 11, 2008 at 3:08 PM, John wrote: > > > Allan, > is this an upgrade or a new install? > do you see any errors in your webserver logs? > have you tried turning on RT logging and tracing? (settings can be found in > RT_Config.pm) > > it sounds like something is failing in mason. > > > On Tue, 11 Nov 2008, Allan Eising wrote: > > > > Date: Tue, 11 Nov 2008 14:33:15 +0100 > From: Allan Eising > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Blank page annoyance > > Hi there, > > I have a problem on my rt 3.8.1 installation. After using the web > interface for a few minutes, pages stop being generated, and when I > click a link, I receive a blank page. I can then log in again by > typing the url, and observe the same issue reappear after a short > while. I've checked my syslog, and it doesn't cointain any information > other than the fact that the user logged in. > > Can anyone help me debug this problem? > > -- > Best regards > > Allan Eising > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > > > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > From nimbius at sdf.lonestar.org Tue Nov 11 09:52:18 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 14:52:18 +0000 (UTC) Subject: [rt-users] Blank page annoyance In-Reply-To: References: <49199A4B.9080801@zoominternet.net> Message-ID: ok, so this is deceptive..read once more... "If you're upgrading RT from versions prior to 3.8.0 then you MUST follow instructions below." yeah, it still means you have to run it. On Tue, 11 Nov 2008, Allan Eising wrote: > Date: Tue, 11 Nov 2008 15:47:57 +0100 > From: Allan Eising > To: Jon Tollerton > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Blank page annoyance > > I have 4.005 installed, so this is not the issue. > > However, I pulled the package off fedora's rawhide repository, so I > suspect some incompatibilities there. It's the version that will be > released with the upcoming fedora core 10, so I hope when I do the > full upgrade upon release, it will be fixed. > > On Tue, Nov 11, 2008 at 3:44 PM, Jon Tollerton > wrote: >> If this is mysql, don't take DBD::mysql past 4.006 >> >> http://rt.cpan.org/Public/Bug/Display.html?id=37027 >> >> John wrote: >> >> did you complete the schema upgrade as noted in UPGRADE.mysql? >> >> On Tue, 11 Nov 2008, Allan Eising wrote: >> >> >> >> Date: Tue, 11 Nov 2008 15:29:12 +0100 >> From: Allan Eising >> To: John >> Subject: Re: [rt-users] Blank page annoyance >> >> It's an upgrade. >> >> The most consistent error I get from my httpd log is: >> >> [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal >> Segmentation fault (11) >> >> I'll try and see if I can update mod_perl and DBI/DBD... >> >> Allan >> >> On Tue, Nov 11, 2008 at 3:08 PM, John wrote: >> >> >> Allan, >> is this an upgrade or a new install? >> do you see any errors in your webserver logs? >> have you tried turning on RT logging and tracing? (settings can be found in >> RT_Config.pm) >> >> it sounds like something is failing in mason. >> >> >> On Tue, 11 Nov 2008, Allan Eising wrote: >> >> >> >> Date: Tue, 11 Nov 2008 14:33:15 +0100 >> From: Allan Eising >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Blank page annoyance >> >> Hi there, >> >> I have a problem on my rt 3.8.1 installation. After using the web >> interface for a few minutes, pages stop being generated, and when I >> click a link, I receive a blank page. I can then log in again by >> typing the url, and observe the same issue reappear after a short >> while. I've checked my syslog, and it doesn't cointain any information >> other than the fact that the user logged in. >> >> Can anyone help me debug this problem? >> >> -- >> Best regards >> >> Allan Eising >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> >> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From jneundorf at wwsys.net Tue Nov 11 09:54:07 2008 From: jneundorf at wwsys.net (Jim Neundorf) Date: Tue, 11 Nov 2008 08:54:07 -0600 (CST) Subject: [rt-users] This is my first attempt to install RT on Ubuntu 8.10desktop with fastcgi and nginx 0.6.32. Message-ID: <1226415247.v2.mailanyonewebmail-265026@fuse114> Good point John. rt is installed in /usr/local/rt This area has permissions as in the attached screenshot. Since the webserver runs as daemon:daemon - would I be best to do this: chown -R root:daemon /usr/local/rt or chown -R daemon:daemon /usr/local/rt ----- Original Message ----- From: "John" Sent: Tue, November 11, 2008 9:12 Subject:Re: [rt-users] This is my first attempt to install RT on Ubuntu 8.10desktop with fastcgi and nginx 0.6.32. out of curiousity, is your webserver running as a user with permissions to access the data in /opt/rt3/ ? On Tue, 11 Nov 2008, Jim Neundorf wrote: > Date: Tue, 11 Nov 2008 07:08:00 -0500 > From: Jim Neundorf > To: RT-Users at lists.bestpractical.com > Subject: [rt-users] This is my first attempt to install RT on Ubuntu 8.10 > desktop with fastcgi and nginx 0.6.32. > > Here are the steps I've taken: > > STEP 1 RT configure script: > > ./configure --prefix=/usr/local/rt \ > --enable-graphviz \ > --enable-gd \ > --with-web-handler=fastcgi \ > --with-db-type=Pg \ > --with-db-host=localhost \ > --with-db-port=5432 \ > --with-db-rt-host=localhost \ > --with-db-dba=postgres \ > --with-db-database=rt \ > --with-db-rt-user=ldc \ > --with-db-rt-pass=ldc4ever \ > --with-web-user=daemon \ > --with-web-group=daemon \ > --with-rt-group=daemon > > * Note nginx runs as user daemon, group daemon > > STEP 2 ran: > > make testdeps (ran without issues) > make intitialize-database (ran without issues) > > * Note at this point I assume rt is installed correctly > > STEP 3 /etc/init.d/rt script: > > #!/bin/sh > > RTPATH=/usr/local/rt > RTUSER=daemon > FCGI_SOCKET_PATH=$RTPATH/var/session_data > > case $1 in > start) > echo -n "Starting RT: mason_handler.fcgi" > cd $RTPATH > export FCGI_SOCKET_PATH > su $RTUSER -c perl bin/mason_handler.fcgi & > echo > ;; > > stop) > echo -n "Stopping RT: " > PIDS=`ps axww | awk '/[m]ason_handler.fcgi/ { print $1}'` > if [ -n "$PIDS" ] > then > echo -n kill -TERM $PIDS > kill $PIDS > echo > else > echo RT not running > fi > ;; > > restart|force-reload) > $0 stop > $0 start > ;; > > *) > echo "Usage: /etc/init.d/rt { stop | start | restart }" > exit 1 > ;; > esac > > * Note this deviates slightly from the recommendations at > http://wiki.bestpractical.com/view/FastCGIConfiguration which suggested > FCGI_SOCKET_PATH=$RTPATH/var/appSocket. There was no appSocket > subdirectory so I used session_data instead. I also ran: > > chown -R daemon:daemon /usr/local/rt/var/log > chown -R daemon:daemon /usr/local/rt/var/session_data > chmod -R 775 /usr/local/rt/var/log > chmod -R 775 /usr/local/rt/var/session_data > > STEP 4 Ran the /etc/init.d/rt script > > /etc/init.d/rt start -> Starting RT: mason_handler.fcgi > /etc/init.d/rt stop -> Stopping RT: RT not running > > This is where I'm stuck - I can't seem to get the mason_handler to run > and I don't see any output in the /usr/local/rt/var/log directory. > > I would really appreciate any insights on what I can do to move past > this point to get RT up and running. 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 > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org ----- End of original message ----- -------------- next part -------------- A non-text attachment was scrubbed... Name: rt1.png Type: image/png Size: 32843 bytes Desc: not available URL: From allan.eising at gmail.com Tue Nov 11 09:56:36 2008 From: allan.eising at gmail.com (Allan Eising) Date: Tue, 11 Nov 2008 15:56:36 +0100 Subject: [rt-users] Blank page annoyance In-Reply-To: References: <49199A4B.9080801@zoominternet.net> Message-ID: So, what you are saying is that if I did not upgrade mysql but only RT, I still have to run the mysql schema upgrades? Allan On Tue, Nov 11, 2008 at 3:52 PM, John wrote: > > ok, so this is deceptive..read once more... > > > "If you're upgrading RT from versions prior to 3.8.0 then you MUST follow > instructions below." > > yeah, it still means you have to run it. > > On Tue, 11 Nov 2008, Allan Eising wrote: > >> Date: Tue, 11 Nov 2008 15:47:57 +0100 >> From: Allan Eising >> To: Jon Tollerton >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Blank page annoyance >> >> I have 4.005 installed, so this is not the issue. >> >> However, I pulled the package off fedora's rawhide repository, so I >> suspect some incompatibilities there. It's the version that will be >> released with the upcoming fedora core 10, so I hope when I do the >> full upgrade upon release, it will be fixed. >> >> On Tue, Nov 11, 2008 at 3:44 PM, Jon Tollerton >> wrote: >>> >>> If this is mysql, don't take DBD::mysql past 4.006 >>> >>> http://rt.cpan.org/Public/Bug/Display.html?id=37027 >>> >>> John wrote: >>> >>> did you complete the schema upgrade as noted in UPGRADE.mysql? >>> >>> On Tue, 11 Nov 2008, Allan Eising wrote: >>> >>> >>> >>> Date: Tue, 11 Nov 2008 15:29:12 +0100 >>> From: Allan Eising >>> To: John >>> Subject: Re: [rt-users] Blank page annoyance >>> >>> It's an upgrade. >>> >>> The most consistent error I get from my httpd log is: >>> >>> [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal >>> Segmentation fault (11) >>> >>> I'll try and see if I can update mod_perl and DBI/DBD... >>> >>> Allan >>> >>> On Tue, Nov 11, 2008 at 3:08 PM, John wrote: >>> >>> >>> Allan, >>> is this an upgrade or a new install? >>> do you see any errors in your webserver logs? >>> have you tried turning on RT logging and tracing? (settings can be found >>> in >>> RT_Config.pm) >>> >>> it sounds like something is failing in mason. >>> >>> >>> On Tue, 11 Nov 2008, Allan Eising wrote: >>> >>> >>> >>> Date: Tue, 11 Nov 2008 14:33:15 +0100 >>> From: Allan Eising >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] Blank page annoyance >>> >>> Hi there, >>> >>> I have a problem on my rt 3.8.1 installation. After using the web >>> interface for a few minutes, pages stop being generated, and when I >>> click a link, I receive a blank page. I can then log in again by >>> typing the url, and observe the same issue reappear after a short >>> while. I've checked my syslog, and it doesn't cointain any information >>> other than the fact that the user logged in. >>> >>> Can anyone help me debug this problem? >>> >>> -- >>> Best regards >>> >>> Allan Eising >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> >>> nimbius at sdf.lonestar.org >>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> >>> >>> >>> nimbius at sdf.lonestar.org >>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 >> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > From nimbius at sdf.lonestar.org Tue Nov 11 09:57:03 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 14:57:03 +0000 (UTC) Subject: [rt-users] This is my first attempt to install RT on Ubuntu 8.10desktop with fastcgi and nginx 0.6.32. In-Reply-To: <1226415247.v2.mailanyonewebmail-265026@fuse114> References: <1226415247.v2.mailanyonewebmail-265026@fuse114> Message-ID: the RT wiki outlines permissions, but since youre running your http server sans suid, you can use the latter (daemon:daemon) beware: your webserver now has access to your DB config...so id suggest hosting this on a linux with execshield or selinux extensions. On Tue, 11 Nov 2008, Jim Neundorf wrote: > Date: Tue, 11 Nov 2008 08:54:07 -0600 (CST) > From: Jim Neundorf > To: John > Cc: RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] This is my first attempt to install RT on Ubuntu > 8.10desktop with fastcgi and nginx 0.6.32. > > Good point John. rt is installed in /usr/local/rt > > This area has permissions as in the attached screenshot. Since the > webserver runs as daemon:daemon - would I be best to do this: > > chown -R root:daemon /usr/local/rt or chown -R daemon:daemon /usr/local/rt > > > ----- Original Message ----- > From: "John" > Sent: Tue, November 11, 2008 9:12 > Subject:Re: [rt-users] This is my first attempt to install RT on Ubuntu > 8.10desktop with fastcgi and nginx 0.6.32. > > > out of curiousity, is your webserver running as a user with permissions to > access the data in /opt/rt3/ ? > > > On Tue, 11 Nov 2008, Jim Neundorf wrote: > >> Date: Tue, 11 Nov 2008 07:08:00 -0500 >> From: Jim Neundorf >> To: RT-Users at lists.bestpractical.com >> Subject: [rt-users] This is my first attempt to install RT on Ubuntu 8.10 >> desktop with fastcgi and nginx 0.6.32. >> >> Here are the steps I've taken: >> >> STEP 1 RT configure script: >> >> ./configure --prefix=/usr/local/rt \ >> --enable-graphviz \ >> --enable-gd \ >> --with-web-handler=fastcgi \ >> --with-db-type=Pg \ >> --with-db-host=localhost \ >> --with-db-port=5432 \ >> --with-db-rt-host=localhost \ >> --with-db-dba=postgres \ >> --with-db-database=rt \ >> --with-db-rt-user=ldc \ >> --with-db-rt-pass=ldc4ever \ >> --with-web-user=daemon \ >> --with-web-group=daemon \ >> --with-rt-group=daemon >> >> * Note nginx runs as user daemon, group daemon >> >> STEP 2 ran: >> >> make testdeps (ran without issues) >> make intitialize-database (ran without issues) >> >> * Note at this point I assume rt is installed correctly >> >> STEP 3 /etc/init.d/rt script: >> >> #!/bin/sh >> >> RTPATH=/usr/local/rt >> RTUSER=daemon >> FCGI_SOCKET_PATH=$RTPATH/var/session_data >> >> case $1 in >> start) >> echo -n "Starting RT: mason_handler.fcgi" >> cd $RTPATH >> export FCGI_SOCKET_PATH >> su $RTUSER -c perl bin/mason_handler.fcgi & >> echo >> ;; >> >> stop) >> echo -n "Stopping RT: " >> PIDS=`ps axww | awk '/[m]ason_handler.fcgi/ { print $1}'` >> if [ -n "$PIDS" ] >> then >> echo -n kill -TERM $PIDS >> kill $PIDS >> echo >> else >> echo RT not running >> fi >> ;; >> >> restart|force-reload) >> $0 stop >> $0 start >> ;; >> >> *) >> echo "Usage: /etc/init.d/rt { stop | start | restart }" >> exit 1 >> ;; >> esac >> >> * Note this deviates slightly from the recommendations at >> http://wiki.bestpractical.com/view/FastCGIConfiguration which suggested >> FCGI_SOCKET_PATH=$RTPATH/var/appSocket. There was no appSocket >> subdirectory so I used session_data instead. I also ran: >> >> chown -R daemon:daemon /usr/local/rt/var/log >> chown -R daemon:daemon /usr/local/rt/var/session_data >> chmod -R 775 /usr/local/rt/var/log >> chmod -R 775 /usr/local/rt/var/session_data >> >> STEP 4 Ran the /etc/init.d/rt script >> >> /etc/init.d/rt start -> Starting RT: mason_handler.fcgi >> /etc/init.d/rt stop -> Stopping RT: RT not running >> >> This is where I'm stuck - I can't seem to get the mason_handler to run >> and I don't see any output in the /usr/local/rt/var/log directory. >> >> I would really appreciate any insights on what I can do to move past >> this point to get RT up and running. 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 >> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > > > > ----- End of original message ----- > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From nimbius at sdf.lonestar.org Tue Nov 11 09:58:49 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 14:58:49 +0000 (UTC) Subject: [rt-users] Blank page annoyance In-Reply-To: References: <49199A4B.9080801@zoominternet.net> Message-ID: yes. you have to run that regardless, just because youre upgrading from a verison of RT older than 3.8.1...like i said, rather poorly worded in the docs. sorry. On Tue, 11 Nov 2008, Allan Eising wrote: > Date: Tue, 11 Nov 2008 15:56:36 +0100 > From: Allan Eising > To: John > Cc: Jon Tollerton , > rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Blank page annoyance > > So, what you are saying is that if I did not upgrade mysql but only > RT, I still have to run the mysql schema upgrades? > > Allan > > On Tue, Nov 11, 2008 at 3:52 PM, John wrote: >> >> ok, so this is deceptive..read once more... >> >> >> "If you're upgrading RT from versions prior to 3.8.0 then you MUST follow >> instructions below." >> >> yeah, it still means you have to run it. >> >> On Tue, 11 Nov 2008, Allan Eising wrote: >> >>> Date: Tue, 11 Nov 2008 15:47:57 +0100 >>> From: Allan Eising >>> To: Jon Tollerton >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Blank page annoyance >>> >>> I have 4.005 installed, so this is not the issue. >>> >>> However, I pulled the package off fedora's rawhide repository, so I >>> suspect some incompatibilities there. It's the version that will be >>> released with the upcoming fedora core 10, so I hope when I do the >>> full upgrade upon release, it will be fixed. >>> >>> On Tue, Nov 11, 2008 at 3:44 PM, Jon Tollerton >>> wrote: >>>> >>>> If this is mysql, don't take DBD::mysql past 4.006 >>>> >>>> http://rt.cpan.org/Public/Bug/Display.html?id=37027 >>>> >>>> John wrote: >>>> >>>> did you complete the schema upgrade as noted in UPGRADE.mysql? >>>> >>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>> >>>> >>>> >>>> Date: Tue, 11 Nov 2008 15:29:12 +0100 >>>> From: Allan Eising >>>> To: John >>>> Subject: Re: [rt-users] Blank page annoyance >>>> >>>> It's an upgrade. >>>> >>>> The most consistent error I get from my httpd log is: >>>> >>>> [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal >>>> Segmentation fault (11) >>>> >>>> I'll try and see if I can update mod_perl and DBI/DBD... >>>> >>>> Allan >>>> >>>> On Tue, Nov 11, 2008 at 3:08 PM, John wrote: >>>> >>>> >>>> Allan, >>>> is this an upgrade or a new install? >>>> do you see any errors in your webserver logs? >>>> have you tried turning on RT logging and tracing? (settings can be found >>>> in >>>> RT_Config.pm) >>>> >>>> it sounds like something is failing in mason. >>>> >>>> >>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>> >>>> >>>> >>>> Date: Tue, 11 Nov 2008 14:33:15 +0100 >>>> From: Allan Eising >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] Blank page annoyance >>>> >>>> Hi there, >>>> >>>> I have a problem on my rt 3.8.1 installation. After using the web >>>> interface for a few minutes, pages stop being generated, and when I >>>> click a link, I receive a blank page. I can then log in again by >>>> typing the url, and observe the same issue reappear after a short >>>> while. I've checked my syslog, and it doesn't cointain any information >>>> other than the fact that the user logged in. >>>> >>>> Can anyone help me debug this problem? >>>> >>>> -- >>>> Best regards >>>> >>>> Allan Eising >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> >>>> nimbius at sdf.lonestar.org >>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>> >>>> >>>> >>>> nimbius at sdf.lonestar.org >>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 >>> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From allan.eising at gmail.com Tue Nov 11 10:02:46 2008 From: allan.eising at gmail.com (Allan Eising) Date: Tue, 11 Nov 2008 16:02:46 +0100 Subject: [rt-users] Blank page annoyance In-Reply-To: References: <49199A4B.9080801@zoominternet.net> Message-ID: I see... I had hoped the upgrade scripts took care of those schema changes, but I'll try to run the schema script later tonight, when rt traffic is low. Thanks for the help so far. Allan On Tue, Nov 11, 2008 at 3:58 PM, John wrote: > > yes. you have to run that regardless, just because youre upgrading from a > verison of RT older than 3.8.1...like i said, rather poorly worded in the > docs. sorry. > > On Tue, 11 Nov 2008, Allan Eising wrote: > >> Date: Tue, 11 Nov 2008 15:56:36 +0100 >> From: Allan Eising >> To: John >> Cc: Jon Tollerton , >> rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Blank page annoyance >> >> So, what you are saying is that if I did not upgrade mysql but only >> RT, I still have to run the mysql schema upgrades? >> >> Allan >> >> On Tue, Nov 11, 2008 at 3:52 PM, John wrote: >>> >>> ok, so this is deceptive..read once more... >>> >>> >>> "If you're upgrading RT from versions prior to 3.8.0 then you MUST follow >>> instructions below." >>> >>> yeah, it still means you have to run it. >>> >>> On Tue, 11 Nov 2008, Allan Eising wrote: >>> >>>> Date: Tue, 11 Nov 2008 15:47:57 +0100 >>>> From: Allan Eising >>>> To: Jon Tollerton >>>> Cc: rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] Blank page annoyance >>>> >>>> I have 4.005 installed, so this is not the issue. >>>> >>>> However, I pulled the package off fedora's rawhide repository, so I >>>> suspect some incompatibilities there. It's the version that will be >>>> released with the upcoming fedora core 10, so I hope when I do the >>>> full upgrade upon release, it will be fixed. >>>> >>>> On Tue, Nov 11, 2008 at 3:44 PM, Jon Tollerton >>>> wrote: >>>>> >>>>> If this is mysql, don't take DBD::mysql past 4.006 >>>>> >>>>> http://rt.cpan.org/Public/Bug/Display.html?id=37027 >>>>> >>>>> John wrote: >>>>> >>>>> did you complete the schema upgrade as noted in UPGRADE.mysql? >>>>> >>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>> >>>>> >>>>> >>>>> Date: Tue, 11 Nov 2008 15:29:12 +0100 >>>>> From: Allan Eising >>>>> To: John >>>>> Subject: Re: [rt-users] Blank page annoyance >>>>> >>>>> It's an upgrade. >>>>> >>>>> The most consistent error I get from my httpd log is: >>>>> >>>>> [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal >>>>> Segmentation fault (11) >>>>> >>>>> I'll try and see if I can update mod_perl and DBI/DBD... >>>>> >>>>> Allan >>>>> >>>>> On Tue, Nov 11, 2008 at 3:08 PM, John wrote: >>>>> >>>>> >>>>> Allan, >>>>> is this an upgrade or a new install? >>>>> do you see any errors in your webserver logs? >>>>> have you tried turning on RT logging and tracing? (settings can be >>>>> found >>>>> in >>>>> RT_Config.pm) >>>>> >>>>> it sounds like something is failing in mason. >>>>> >>>>> >>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>> >>>>> >>>>> >>>>> Date: Tue, 11 Nov 2008 14:33:15 +0100 >>>>> From: Allan Eising >>>>> To: rt-users at lists.bestpractical.com >>>>> Subject: [rt-users] Blank page annoyance >>>>> >>>>> Hi there, >>>>> >>>>> I have a problem on my rt 3.8.1 installation. After using the web >>>>> interface for a few minutes, pages stop being generated, and when I >>>>> click a link, I receive a blank page. I can then log in again by >>>>> typing the url, and observe the same issue reappear after a short >>>>> while. I've checked my syslog, and it doesn't cointain any information >>>>> other than the fact that the user logged in. >>>>> >>>>> Can anyone help me debug this problem? >>>>> >>>>> -- >>>>> Best regards >>>>> >>>>> Allan Eising >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>> Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>>>> >>>>> nimbius at sdf.lonestar.org >>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>> >>>>> >>>>> >>>>> nimbius at sdf.lonestar.org >>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: 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 >>>> >>> >>> nimbius at sdf.lonestar.org >>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> >> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > From jneundorf at wwsys.net Tue Nov 11 10:18:07 2008 From: jneundorf at wwsys.net (Jim Neundorf) Date: Tue, 11 Nov 2008 09:18:07 -0600 (CST) Subject: [rt-users] This is my first attempt to install RT on Ubuntu 8.10desktop with fastcgi and nginx 0.6.32. Message-ID: <1226416687.v2.mailanyonewebmail-265026@fuse113> Thank you for the quick response and early warning John. I've made the changes and the mason_handler will not run (see attached). I will review the rt wiki permissions for other ideas. If you have any more thoughts - I'm all ears! One day I'll send a picture as proof. Jim ----- Original Message ----- From: "John" Sent: Tue, November 11, 2008 9:57 Subject:Re: [rt-users] This is my first attempt to install RT on Ubuntu 8.10desktop with fastcgi and nginx 0.6.32. the RT wiki outlines permissions, but since youre running your http server sans suid, you can use the latter (daemon:daemon) beware: your webserver now has access to your DB config...so id suggest hosting this on a linux with execshield or selinux extensions. On Tue, 11 Nov 2008, Jim Neundorf wrote: > Date: Tue, 11 Nov 2008 08:54:07 -0600 (CST) > From: Jim Neundorf > To: John > Cc: RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] This is my first attempt to install RT on Ubuntu > 8.10desktop with fastcgi and nginx 0.6.32. > > Good point John. rt is installed in /usr/local/rt > > This area has permissions as in the attached screenshot. Since the > webserver runs as daemon:daemon - would I be best to do this: > > chown -R root:daemon /usr/local/rt or chown -R daemon:daemon /usr/local/rt > > > ----- Original Message ----- > From: "John" > Sent: Tue, November 11, 2008 9:12 > Subject:Re: [rt-users] This is my first attempt to install RT on Ubuntu > 8.10desktop with fastcgi and nginx 0.6.32. > > > out of curiousity, is your webserver running as a user with permissions to > access the data in /opt/rt3/ ? > > > On Tue, 11 Nov 2008, Jim Neundorf wrote: > >> Date: Tue, 11 Nov 2008 07:08:00 -0500 >> From: Jim Neundorf >> To: RT-Users at lists.bestpractical.com >> Subject: [rt-users] This is my first attempt to install RT on Ubuntu 8.10 >> desktop with fastcgi and nginx 0.6.32. >> >> Here are the steps I've taken: >> >> STEP 1 RT configure script: >> >> ./configure --prefix=/usr/local/rt \ >> --enable-graphviz \ >> --enable-gd \ >> --with-web-handler=fastcgi \ >> --with-db-type=Pg \ >> --with-db-host=localhost \ >> --with-db-port=5432 \ >> --with-db-rt-host=localhost \ >> --with-db-dba=postgres \ >> --with-db-database=rt \ >> --with-db-rt-user=ldc \ >> --with-db-rt-pass=ldc4ever \ >> --with-web-user=daemon \ >> --with-web-group=daemon \ >> --with-rt-group=daemon >> >> * Note nginx runs as user daemon, group daemon >> >> STEP 2 ran: >> >> make testdeps (ran without issues) >> make intitialize-database (ran without issues) >> >> * Note at this point I assume rt is installed correctly >> >> STEP 3 /etc/init.d/rt script: >> >> #!/bin/sh >> >> RTPATH=/usr/local/rt >> RTUSER=daemon >> FCGI_SOCKET_PATH=$RTPATH/var/session_data >> >> case $1 in >> start) >> echo -n "Starting RT: mason_handler.fcgi" >> cd $RTPATH >> export FCGI_SOCKET_PATH >> su $RTUSER -c perl bin/mason_handler.fcgi &amp; >> echo >> ;; >> >> stop) >> echo -n "Stopping RT: " >> PIDS=`ps axww | awk '/[m]ason_handler.fcgi/ { print $1}'` >> if [ -n "$PIDS" ] >> then >> echo -n kill -TERM $PIDS >> kill $PIDS >> echo >> else >> echo RT not running >> fi >> ;; >> >> restart|force-reload) >> $0 stop >> $0 start >> ;; >> >> *) >> echo "Usage: /etc/init.d/rt { stop | start | restart }" >> exit 1 >> ;; >> esac >> >> * Note this deviates slightly from the recommendations at >> http://wiki.bestpractical.com/view/FastCGIConfiguration which suggested >> FCGI_SOCKET_PATH=$RTPATH/var/appSocket. There was no appSocket >> subdirectory so I used session_data instead. I also ran: >> >> chown -R daemon:daemon /usr/local/rt/var/log >> chown -R daemon:daemon /usr/local/rt/var/session_data >> chmod -R 775 /usr/local/rt/var/log >> chmod -R 775 /usr/local/rt/var/session_data >> >> STEP 4 Ran the /etc/init.d/rt script >> >> /etc/init.d/rt start -> Starting RT: mason_handler.fcgi >> /etc/init.d/rt stop -> Stopping RT: RT not running >> >> This is where I'm stuck - I can't seem to get the mason_handler to run >> and I don't see any output in the /usr/local/rt/var/log directory. >> >> I would really appreciate any insights on what I can do to move past >> this point to get RT up and running. 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 >> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > > > > ----- End of original message ----- > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org ----- End of original message ----- -------------- next part -------------- A non-text attachment was scrubbed... Name: rt1.png Type: image/png Size: 23118 bytes Desc: not available URL: From torsten.brumm at googlemail.com Tue Nov 11 10:56:21 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 11 Nov 2008 16:56:21 +0100 Subject: [rt-users] Conditional ticket help please In-Reply-To: <4918D95E.4040100@comcast.net> References: <4918D95E.4040100@comcast.net> Message-ID: Hi Kevin, a good starting point for all kind of scripting is the rt wiki ( http://wiki.bestpractical.com) and if you look for some special scrips/templates, have a closer look onto: http://wiki.bestpractical.com/view/Contributions What you are looking for is something similar to: http://wiki.bestpractical.com/view/OnCustomFieldValueChange Condition: http://wiki.bestpractical.com/view/OnCustomFieldValueChange Action: http://wiki.bestpractical.com/view/SendEmailAction Template: http://wiki.bestpractical.com/view/EmailGroup I have also zero perl knowledge, but most of my problems are fixed with the help of the wiki content. Torsten 2008/11/11 Kevin Rhodes > Could someone provide some assistance on the following: > > I have a custom field called Severity with values of 1,2,and 3. If > severity is 3 is selected I need RT to send an email to a group email > address. Levels 1 & 2 should only send the standard email. I have > almost no perl experience and no idea how to write a scrip. Please > assist if you can. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Tue Nov 11 11:11:27 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 11 Nov 2008 17:11:27 +0100 Subject: [rt-users] Slow GET_LOCK queries on merged tickets In-Reply-To: <73830b56.1c940f1.49c72aed.369a@innonetkc.com> References: <73830b56.1c940f1.49c72aed.369a@innonetkc.com> Message-ID: Hi Kenny, we had exactly the same problem. i'm not sure if our solution is the best, but it helped us to get rid of this. We changed the following: (and again, i'm not sure if it is a good idea, but it fixes the problem) grab up from /usr/lib/perl5/site_perl/5.8.xxx/Apache/Session/Lock the file MySQL.pm and find the line with my GET_LOCK, its around line 53. It uses default 3600 sec for lock timeout. we changed this to 1sec. 50 #MySQL requires a timeout on the lock operation. There is no option 51 #to simply wait forever. So we'll wait for a hour. 52 53 my $sth = $self->{dbh}->prepare_cached(q{SELECT GET_LOCK(?, 1)}, {}, 1); And again, and hopefully some of the DB/PERL Gurus have a better idea, this fixed our problem (for over one year) but i'm not sure which site effects it has (we discovered nothing so far....) Torsten 2008/11/7 Kenny Seever > Hello everyone. I was looking through the archives and came across the > following. It looks like we are having the same problem and I was wondering > if a solution was ever found. > > > > Thanks in advance, > > > > Kenny Seever > > Innovative Networks, Inc. > > > > > > > > Original Message?: > > > > Hi all, > > > > I managed to track down a problem with merged tickets being *slow* to > display. I have enabled the *slow* queries log on Mysql (5.0.51a) and get > the following in the log files. I searched over the RT list archives and > I found note of setting low_priority_updates to *1* on mysql for this. > This however makes no difference. Does someone perhaps have an answer > for this problem? > > > > The server is a test setup I made to test the migration of *3*.6.6 RT > installation to *3*.*8*.*1*. The problem was there in *3*.6.6 when I > imported > the production database from a mysql dump the production server also > running rt *3*.6.6 is fine (not *slow* on merged tickets). The difference > between the systems is that the production server is a Redhat Enterprise > 4 server (MySQL-server-community-5.0.51a-0.rhel4) and the test system is > a newer Fedora 9 (mysql-server-5.0.51a-*1*.fc9). The fedora 9 installation > > installed all required modules from CPAN during installation. After > migrating it to *3*.*8*.*1* the problem remains. It looks like it slightly > > faster but not much. Database has been updated from mysql 4.0 to 4.*1* > followed by the database update script. All is working fine accept for > the *slow* queries on merged tickets and the GET_LOCK reports in the *slow > * > query log. > > > > I've cleared the session table. This currently makes no difference. It > had about 1100 records in it before I cleared it. > > > > Regards, > > > > Ton Hoogstraten > > > > SELECT GET_LOCK('Apache-Session-7dee36ca13e864c568b1659d2fa18751', > 3600); > > # Time: 080822 14:36:01 > > # User[at]Host: rt[rt] @ localhost [] > > # Query_time: 110 Lock_time: 0 Rows_sent: *1* Rows_examined: 0 > > SELECT GET_LOCK('Apache-Session-a196db0f41ab721840dba0b78f2dd36e', > 3600); > > # User[at]Host: rt[rt] @ localhost [] > > # Query_time: 80 Lock_time: 0 Rows_sent: *1* Rows_examined: 0 > > SELECT GET_LOCK('Apache-Session-a196db0f41ab721840dba0b78f2dd36e', > 3600); > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From allan.eising at gmail.com Tue Nov 11 11:35:10 2008 From: allan.eising at gmail.com (Allan Eising) Date: Tue, 11 Nov 2008 17:35:10 +0100 Subject: [rt-users] Blank page annoyance In-Reply-To: References: <49199A4B.9080801@zoominternet.net> Message-ID: I just ran the schema upgrade file (schema.mysql-4.0-4.1.pl), and it gave me a lot of sql commands. As it required me to type the username and password to mysql, I assume it executed those commands, or am I wrong here? Allan On Tue, Nov 11, 2008 at 4:02 PM, Allan Eising wrote: > I see... I had hoped the upgrade scripts took care of those schema > changes, but I'll try to run the schema script later tonight, when rt > traffic is low. > > Thanks for the help so far. > > Allan > > On Tue, Nov 11, 2008 at 3:58 PM, John wrote: >> >> yes. you have to run that regardless, just because youre upgrading from a >> verison of RT older than 3.8.1...like i said, rather poorly worded in the >> docs. sorry. >> >> On Tue, 11 Nov 2008, Allan Eising wrote: >> >>> Date: Tue, 11 Nov 2008 15:56:36 +0100 >>> From: Allan Eising >>> To: John >>> Cc: Jon Tollerton , >>> rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Blank page annoyance >>> >>> So, what you are saying is that if I did not upgrade mysql but only >>> RT, I still have to run the mysql schema upgrades? >>> >>> Allan >>> >>> On Tue, Nov 11, 2008 at 3:52 PM, John wrote: >>>> >>>> ok, so this is deceptive..read once more... >>>> >>>> >>>> "If you're upgrading RT from versions prior to 3.8.0 then you MUST follow >>>> instructions below." >>>> >>>> yeah, it still means you have to run it. >>>> >>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>> >>>>> Date: Tue, 11 Nov 2008 15:47:57 +0100 >>>>> From: Allan Eising >>>>> To: Jon Tollerton >>>>> Cc: rt-users at lists.bestpractical.com >>>>> Subject: Re: [rt-users] Blank page annoyance >>>>> >>>>> I have 4.005 installed, so this is not the issue. >>>>> >>>>> However, I pulled the package off fedora's rawhide repository, so I >>>>> suspect some incompatibilities there. It's the version that will be >>>>> released with the upcoming fedora core 10, so I hope when I do the >>>>> full upgrade upon release, it will be fixed. >>>>> >>>>> On Tue, Nov 11, 2008 at 3:44 PM, Jon Tollerton >>>>> wrote: >>>>>> >>>>>> If this is mysql, don't take DBD::mysql past 4.006 >>>>>> >>>>>> http://rt.cpan.org/Public/Bug/Display.html?id=37027 >>>>>> >>>>>> John wrote: >>>>>> >>>>>> did you complete the schema upgrade as noted in UPGRADE.mysql? >>>>>> >>>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>>> >>>>>> >>>>>> >>>>>> Date: Tue, 11 Nov 2008 15:29:12 +0100 >>>>>> From: Allan Eising >>>>>> To: John >>>>>> Subject: Re: [rt-users] Blank page annoyance >>>>>> >>>>>> It's an upgrade. >>>>>> >>>>>> The most consistent error I get from my httpd log is: >>>>>> >>>>>> [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal >>>>>> Segmentation fault (11) >>>>>> >>>>>> I'll try and see if I can update mod_perl and DBI/DBD... >>>>>> >>>>>> Allan >>>>>> >>>>>> On Tue, Nov 11, 2008 at 3:08 PM, John wrote: >>>>>> >>>>>> >>>>>> Allan, >>>>>> is this an upgrade or a new install? >>>>>> do you see any errors in your webserver logs? >>>>>> have you tried turning on RT logging and tracing? (settings can be >>>>>> found >>>>>> in >>>>>> RT_Config.pm) >>>>>> >>>>>> it sounds like something is failing in mason. >>>>>> >>>>>> >>>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>>> >>>>>> >>>>>> >>>>>> Date: Tue, 11 Nov 2008 14:33:15 +0100 >>>>>> From: Allan Eising >>>>>> To: rt-users at lists.bestpractical.com >>>>>> Subject: [rt-users] Blank page annoyance >>>>>> >>>>>> Hi there, >>>>>> >>>>>> I have a problem on my rt 3.8.1 installation. After using the web >>>>>> interface for a few minutes, pages stop being generated, and when I >>>>>> click a link, I receive a blank page. I can then log in again by >>>>>> typing the url, and observe the same issue reappear after a short >>>>>> while. I've checked my syslog, and it doesn't cointain any information >>>>>> other than the fact that the user logged in. >>>>>> >>>>>> Can anyone help me debug this problem? >>>>>> >>>>>> -- >>>>>> Best regards >>>>>> >>>>>> Allan Eising >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>>> >>>>>> >>>>>> nimbius at sdf.lonestar.org >>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>> >>>>>> >>>>>> >>>>>> nimbius at sdf.lonestar.org >>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: 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 >>>>> >>>> >>>> nimbius at sdf.lonestar.org >>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>> >>> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> > From alexyoung at scoutsolutions.co.uk Tue Nov 11 12:11:39 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 11 Nov 2008 17:11:39 -0000 Subject: [rt-users] Email signature disclaimers Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64BD5C10@s-wor-e-001.SCOUTSOFFICE.local> How is everyone dealing with their standard corporate email legal disclaimers on ticket replies? I'm wondering if we should be including it with every reply, just the auto response or just in the first reply. Or if we can just include t as an attachment automatically to keep the email thread clear off junk. Thanks, Alex Young -------------- next part -------------- An HTML attachment was scrubbed... URL: From nimbius at sdf.lonestar.org Tue Nov 11 12:48:38 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 17:48:38 +0000 (UTC) Subject: [rt-users] Blank page annoyance In-Reply-To: References: <49199A4B.9080801@zoominternet.net> Message-ID: the first script you run will create (or should be redirected to) a file. importing that file into mysql is the next step as you need to run those commands against the database now On Tue, 11 Nov 2008, Allan Eising wrote: > Date: Tue, 11 Nov 2008 17:35:10 +0100 > From: Allan Eising > To: John > Cc: Jon Tollerton , > rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Blank page annoyance > > I just ran the schema upgrade file (schema.mysql-4.0-4.1.pl), and it > gave me a lot of sql commands. > > As it required me to type the username and password to mysql, I assume > it executed those commands, or am I wrong here? > > Allan > > On Tue, Nov 11, 2008 at 4:02 PM, Allan Eising wrote: >> I see... I had hoped the upgrade scripts took care of those schema >> changes, but I'll try to run the schema script later tonight, when rt >> traffic is low. >> >> Thanks for the help so far. >> >> Allan >> >> On Tue, Nov 11, 2008 at 3:58 PM, John wrote: >>> >>> yes. you have to run that regardless, just because youre upgrading from a >>> verison of RT older than 3.8.1...like i said, rather poorly worded in the >>> docs. sorry. >>> >>> On Tue, 11 Nov 2008, Allan Eising wrote: >>> >>>> Date: Tue, 11 Nov 2008 15:56:36 +0100 >>>> From: Allan Eising >>>> To: John >>>> Cc: Jon Tollerton , >>>> rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] Blank page annoyance >>>> >>>> So, what you are saying is that if I did not upgrade mysql but only >>>> RT, I still have to run the mysql schema upgrades? >>>> >>>> Allan >>>> >>>> On Tue, Nov 11, 2008 at 3:52 PM, John wrote: >>>>> >>>>> ok, so this is deceptive..read once more... >>>>> >>>>> >>>>> "If you're upgrading RT from versions prior to 3.8.0 then you MUST follow >>>>> instructions below." >>>>> >>>>> yeah, it still means you have to run it. >>>>> >>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>> >>>>>> Date: Tue, 11 Nov 2008 15:47:57 +0100 >>>>>> From: Allan Eising >>>>>> To: Jon Tollerton >>>>>> Cc: rt-users at lists.bestpractical.com >>>>>> Subject: Re: [rt-users] Blank page annoyance >>>>>> >>>>>> I have 4.005 installed, so this is not the issue. >>>>>> >>>>>> However, I pulled the package off fedora's rawhide repository, so I >>>>>> suspect some incompatibilities there. It's the version that will be >>>>>> released with the upcoming fedora core 10, so I hope when I do the >>>>>> full upgrade upon release, it will be fixed. >>>>>> >>>>>> On Tue, Nov 11, 2008 at 3:44 PM, Jon Tollerton >>>>>> wrote: >>>>>>> >>>>>>> If this is mysql, don't take DBD::mysql past 4.006 >>>>>>> >>>>>>> http://rt.cpan.org/Public/Bug/Display.html?id=37027 >>>>>>> >>>>>>> John wrote: >>>>>>> >>>>>>> did you complete the schema upgrade as noted in UPGRADE.mysql? >>>>>>> >>>>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>>>> >>>>>>> >>>>>>> >>>>>>> Date: Tue, 11 Nov 2008 15:29:12 +0100 >>>>>>> From: Allan Eising >>>>>>> To: John >>>>>>> Subject: Re: [rt-users] Blank page annoyance >>>>>>> >>>>>>> It's an upgrade. >>>>>>> >>>>>>> The most consistent error I get from my httpd log is: >>>>>>> >>>>>>> [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal >>>>>>> Segmentation fault (11) >>>>>>> >>>>>>> I'll try and see if I can update mod_perl and DBI/DBD... >>>>>>> >>>>>>> Allan >>>>>>> >>>>>>> On Tue, Nov 11, 2008 at 3:08 PM, John wrote: >>>>>>> >>>>>>> >>>>>>> Allan, >>>>>>> is this an upgrade or a new install? >>>>>>> do you see any errors in your webserver logs? >>>>>>> have you tried turning on RT logging and tracing? (settings can be >>>>>>> found >>>>>>> in >>>>>>> RT_Config.pm) >>>>>>> >>>>>>> it sounds like something is failing in mason. >>>>>>> >>>>>>> >>>>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>>>> >>>>>>> >>>>>>> >>>>>>> Date: Tue, 11 Nov 2008 14:33:15 +0100 >>>>>>> From: Allan Eising >>>>>>> To: rt-users at lists.bestpractical.com >>>>>>> Subject: [rt-users] Blank page annoyance >>>>>>> >>>>>>> Hi there, >>>>>>> >>>>>>> I have a problem on my rt 3.8.1 installation. After using the web >>>>>>> interface for a few minutes, pages stop being generated, and when I >>>>>>> click a link, I receive a blank page. I can then log in again by >>>>>>> typing the url, and observe the same issue reappear after a short >>>>>>> while. I've checked my syslog, and it doesn't cointain any information >>>>>>> other than the fact that the user logged in. >>>>>>> >>>>>>> Can anyone help me debug this problem? >>>>>>> >>>>>>> -- >>>>>>> Best regards >>>>>>> >>>>>>> Allan Eising >>>>>>> _______________________________________________ >>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>> >>>>>>> Community help: http://wiki.bestpractical.com >>>>>>> Commercial support: sales at bestpractical.com >>>>>>> >>>>>>> >>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>>> >>>>>>> >>>>>>> >>>>>>> nimbius at sdf.lonestar.org >>>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>>> >>>>>>> >>>>>>> >>>>>>> nimbius at sdf.lonestar.org >>>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>>> _______________________________________________ >>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>> >>>>>>> Community help: http://wiki.bestpractical.com >>>>>>> Commercial support: 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 >>>>>> >>>>> >>>>> nimbius at sdf.lonestar.org >>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>> >>>> >>> >>> nimbius at sdf.lonestar.org >>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> >> > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From nimbius at sdf.lonestar.org Tue Nov 11 12:57:30 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 17:57:30 +0000 (UTC) Subject: [rt-users] AssetTracker crashes loading asset...raw horsepower solution? In-Reply-To: <49148044.2000106@vianet.ca> References: <49146234.6040307@vianet.ca> <49148044.2000106@vianet.ca> Message-ID: On Fri, 7 Nov 2008, Curtis Bruneau wrote: I think i may have found a bit of a solution to the AT problem. we're running on 2 quad-core servers as frontends with 8gb memory each. the fault im seeing in AT is due to a timeout in apache waiting for its backend processes to respond from huge queries...so: AddHandler fcgid-script .fcgi OutputBufferSize 1280000 IdleTimeout 600 ProcessLifeTime 3600 MaxProcessCount 8 DefaultMinClassProcessCount 3 DefaultMaxClassProcessCount 3 IPCConnectTimeout 20 IPCCommTimeout 600 has resolved the AT issue from what im seeing. queries still take a long time, but thats just because RT is pulling lots of other data from mysql that im not certain is even pertanent to the asset/ticket at hand. could the speed of the query be increased by changing maxprocesscount to a higher value? im running into issues now with the population of a user rights page that includes 300-400 users...namely: RT::Group::Privileged Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Elements/ShowUserConcise line 52) any ideas? > Date: Fri, 07 Nov 2008 12:52:04 -0500 > From: Curtis Bruneau > To: John , rt-users at lists.bestpractical.com > Subject: Re: [rt-users] AssetTracker crashes loading asset > > The queries would execute fine, the problem at least in my case is it tries > to load the whole result set into memory causing oom-killer to go on rampage. > Apache will peak out, to sort of help this situation I added a mem limit to > the fastcgi handler which will basically die before things get really ugly. > I'm able to see this query in the log, it has no limit clause so it really is > getting everything. While doing a form of debug/trace on the apache/handler > I'm also able to see it trying to load the full row times search results > (table.*) into memory. This is all on a ticket display from a large search > result. So unless you are loading it in memory as opposed to say a shell > client output you won't run into memory problems. > > Best of luck with your situation, I have not been able to get any > confirmation until now with you. I've produced somewhat detailed bug report > but it appears to be somewhat isolated.. people with low tickets will never > run into this problem. > > Curtis > > John wrote: >> curtis: >> ive played around re-executing the mysql queries related to the RT crash, >> and to no avail. they execute just fine. >> >> could this perhaps be a syslog issue like in RT? is there a seperate >> control for syslogging in AT? >> >> >> On Fri, 7 Nov 2008, Curtis Bruneau wrote: >> >>> Date: Fri, 07 Nov 2008 10:43:48 -0500 >>> From: Curtis Bruneau >>> To: John , rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] AssetTracker crashes loading asset >>> >>> Sounds exactly like the issue I have, I think something is trying to get >>> all those records, I tried to trace it but with no luck, I think it may be >>> related to the back/next links on the ticket display page. It's checking >>> each record for something, This is ok with small results but crashes with >>> large sets. I really wish I could figure this one out, I get the >>> occasional 500 and users are made aware to keep search results smaller. In >>> my testing this affected 3.4.x 3.6.x and 3.8.x >>> >>> John wrote: >>>> well, just as i thought the RT slowness issue had been resolved, >>>> assettracker >>>> is now dying when loading a ticket out of a large list. >>>> >>>> example: clicking "all assets" enumerates a 9000 row list fine, >>>> but clicking on any element in the list will crunch for a while >>>> then die with a 500 error. >>>> >>>> smaller lists with say 1000-3000 rows are sluggish when loading >>>> an asset from the list, but succeed. >>>> >>>> nimbius at sdf.lonestar.org >>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>> a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> >>> >>> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From nimbius at sdf.lonestar.org Tue Nov 11 13:01:46 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 18:01:46 +0000 (UTC) Subject: [rt-users] Email signature disclaimers In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64BD5C10@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64BD5C10@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: boilerplates in email havent been too huge a problem for us. if i had to find a way to add boilerplates to RT, i would add a second transport in my postfix designed to omit plates as they end up in RT, and simply add the boilerplate as a login message at start of RT only. On Tue, 11 Nov 2008, Alex Young wrote: > Date: Tue, 11 Nov 2008 17:11:39 -0000 > From: Alex Young > To: RT Users > Subject: [rt-users] Email signature disclaimers > > How is everyone dealing with their standard corporate email legal > disclaimers on ticket replies? > > > > I'm wondering if we should be including it with every reply, just the > auto response or just in the first reply. Or if we can just include t as > an attachment automatically to keep the email thread clear off junk. > > > > Thanks, > > Alex Young > > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From chaim.rieger at gmail.com Tue Nov 11 13:03:23 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Tue, 11 Nov 2008 18:03:23 +0000 Subject: [rt-users] Email signature disclaimers In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64BD5C10@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64BD5C10@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <397673216-1226426608-cardhu_decombobulator_blackberry.rim.net-1406083087-@bxe339.bisx.prod.on.blackberry> Your mta should handle that Not rt Sent via BlackBerry from T-Mobile -----Original Message----- From: "Alex Young" Date: Tue, 11 Nov 2008 17:11:39 To: RT Users Subject: [rt-users] Email signature disclaimers _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From todd at chaka.net Tue Nov 11 13:04:14 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 11 Nov 2008 13:04:14 -0500 Subject: [rt-users] AssetTracker crashes loading asset...raw horsepower solution? In-Reply-To: References: <49146234.6040307@vianet.ca> <49148044.2000106@vianet.ca> Message-ID: <519782dc0811111004p319ed3f4i9e398955a284faf7@mail.gmail.com> How many assets do you have? Nobody has ever seen this issue before.... On Tue, Nov 11, 2008 at 12:57 PM, John wrote: > On Fri, 7 Nov 2008, Curtis Bruneau wrote: > > I think i may have found a bit of a solution to the AT problem. we're > running on 2 quad-core servers as frontends with 8gb memory each. the > fault im seeing in AT is due to a timeout in apache waiting for its > backend processes to respond from huge queries...so: > > > AddHandler fcgid-script .fcgi > > OutputBufferSize 1280000 > IdleTimeout 600 > ProcessLifeTime 3600 > MaxProcessCount 8 > DefaultMinClassProcessCount 3 > DefaultMaxClassProcessCount 3 > > > IPCConnectTimeout 20 > IPCCommTimeout 600 > > has resolved the AT issue from what im seeing. queries still take a long > time, but thats just because RT is pulling lots of other data from mysql > that im not certain is even pertanent to the asset/ticket at hand. could > the speed of the query be increased by changing maxprocesscount to a > higher value? > > im running into issues now with the population of a user rights page that > includes 300-400 users...namely: > > RT::Group::Privileged Unimplemented in HTML::Mason::Commands. > (/opt/rt3/share/html/Elements/ShowUserConcise line 52) > > any ideas? > > > > > Date: Fri, 07 Nov 2008 12:52:04 -0500 > > From: Curtis Bruneau > > To: John , rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] AssetTracker crashes loading asset > > > > The queries would execute fine, the problem at least in my case is it > tries > > to load the whole result set into memory causing oom-killer to go on > rampage. > > Apache will peak out, to sort of help this situation I added a mem limit > to > > the fastcgi handler which will basically die before things get really > ugly. > > I'm able to see this query in the log, it has no limit clause so it > really is > > getting everything. While doing a form of debug/trace on the > apache/handler > > I'm also able to see it trying to load the full row times search results > > (table.*) into memory. This is all on a ticket display from a large > search > > result. So unless you are loading it in memory as opposed to say a shell > > client output you won't run into memory problems. > > > > Best of luck with your situation, I have not been able to get any > > confirmation until now with you. I've produced somewhat detailed bug > report > > but it appears to be somewhat isolated.. people with low tickets will > never > > run into this problem. > > > > Curtis > > > > John wrote: > >> curtis: > >> ive played around re-executing the mysql queries related to the RT > crash, > >> and to no avail. they execute just fine. > >> > >> could this perhaps be a syslog issue like in RT? is there a seperate > >> control for syslogging in AT? > >> > >> > >> On Fri, 7 Nov 2008, Curtis Bruneau wrote: > >> > >>> Date: Fri, 07 Nov 2008 10:43:48 -0500 > >>> From: Curtis Bruneau > >>> To: John , rt-users at lists.bestpractical.com > >>> Subject: Re: [rt-users] AssetTracker crashes loading asset > >>> > >>> Sounds exactly like the issue I have, I think something is trying to > get > >>> all those records, I tried to trace it but with no luck, I think it may > be > >>> related to the back/next links on the ticket display page. It's > checking > >>> each record for something, This is ok with small results but crashes > with > >>> large sets. I really wish I could figure this one out, I get the > >>> occasional 500 and users are made aware to keep search results smaller. > In > >>> my testing this affected 3.4.x 3.6.x and 3.8.x > >>> > >>> John wrote: > >>>> well, just as i thought the RT slowness issue had been resolved, > >>>> assettracker > >>>> is now dying when loading a ticket out of a large list. > >>>> > >>>> example: clicking "all assets" enumerates a 9000 row list fine, > >>>> but clicking on any element in the list will crunch for a while > >>>> then die with a 500 error. > >>>> > >>>> smaller lists with say 1000-3000 rows are sluggish when loading > >>>> an asset from the list, but succeed. > >>>> > >>>> nimbius at sdf.lonestar.org > >>>> SDF Public Access UNIX System - http://sdf.lonestar.org > >>>> _______________________________________________ > >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> > >>>> Community help: http://wiki.bestpractical.com > >>>> Commercial support: sales at bestpractical.com > >>>> > >>>> > >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy > >>>> a copy at http://rtbook.bestpractical.com > >>>> > >>>> > >>>> > >>> > >>> > >> > >> nimbius at sdf.lonestar.org > >> SDF Public Access UNIX System - http://sdf.lonestar.org > > > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From nimbius at sdf.lonestar.org Tue Nov 11 13:15:28 2008 From: nimbius at sdf.lonestar.org (John) Date: Tue, 11 Nov 2008 18:15:28 +0000 (UTC) Subject: [rt-users] AssetTracker crashes loading asset...raw horsepower solution? In-Reply-To: <519782dc0811111004p319ed3f4i9e398955a284faf7@mail.gmail.com> References: <49146234.6040307@vianet.ca> <49148044.2000106@vianet.ca> <519782dc0811111004p319ed3f4i9e398955a284faf7@mail.gmail.com> Message-ID: 9,359 On Tue, 11 Nov 2008, Todd Chapman wrote: > Date: Tue, 11 Nov 2008 13:04:14 -0500 > From: Todd Chapman > To: John > Cc: Curtis Bruneau , rt-users at lists.bestpractical.com > Subject: Re: [rt-users] AssetTracker crashes loading asset...raw horsepower > solution? > > How many assets do you have? Nobody has ever seen this issue before.... > > On Tue, Nov 11, 2008 at 12:57 PM, John wrote: > >> On Fri, 7 Nov 2008, Curtis Bruneau wrote: >> >> I think i may have found a bit of a solution to the AT problem. we're >> running on 2 quad-core servers as frontends with 8gb memory each. the >> fault im seeing in AT is due to a timeout in apache waiting for its >> backend processes to respond from huge queries...so: >> >> >> AddHandler fcgid-script .fcgi >> >> OutputBufferSize 1280000 >> IdleTimeout 600 >> ProcessLifeTime 3600 >> MaxProcessCount 8 >> DefaultMinClassProcessCount 3 >> DefaultMaxClassProcessCount 3 >> >> >> IPCConnectTimeout 20 >> IPCCommTimeout 600 >> >> has resolved the AT issue from what im seeing. queries still take a long >> time, but thats just because RT is pulling lots of other data from mysql >> that im not certain is even pertanent to the asset/ticket at hand. could >> the speed of the query be increased by changing maxprocesscount to a >> higher value? >> >> im running into issues now with the population of a user rights page that >> includes 300-400 users...namely: >> >> RT::Group::Privileged Unimplemented in HTML::Mason::Commands. >> (/opt/rt3/share/html/Elements/ShowUserConcise line 52) >> >> any ideas? >> >> >> >>> Date: Fri, 07 Nov 2008 12:52:04 -0500 >>> From: Curtis Bruneau >>> To: John , rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] AssetTracker crashes loading asset >>> >>> The queries would execute fine, the problem at least in my case is it >> tries >>> to load the whole result set into memory causing oom-killer to go on >> rampage. >>> Apache will peak out, to sort of help this situation I added a mem limit >> to >>> the fastcgi handler which will basically die before things get really >> ugly. >>> I'm able to see this query in the log, it has no limit clause so it >> really is >>> getting everything. While doing a form of debug/trace on the >> apache/handler >>> I'm also able to see it trying to load the full row times search results >>> (table.*) into memory. This is all on a ticket display from a large >> search >>> result. So unless you are loading it in memory as opposed to say a shell >>> client output you won't run into memory problems. >>> >>> Best of luck with your situation, I have not been able to get any >>> confirmation until now with you. I've produced somewhat detailed bug >> report >>> but it appears to be somewhat isolated.. people with low tickets will >> never >>> run into this problem. >>> >>> Curtis >>> >>> John wrote: >>>> curtis: >>>> ive played around re-executing the mysql queries related to the RT >> crash, >>>> and to no avail. they execute just fine. >>>> >>>> could this perhaps be a syslog issue like in RT? is there a seperate >>>> control for syslogging in AT? >>>> >>>> >>>> On Fri, 7 Nov 2008, Curtis Bruneau wrote: >>>> >>>>> Date: Fri, 07 Nov 2008 10:43:48 -0500 >>>>> From: Curtis Bruneau >>>>> To: John , rt-users at lists.bestpractical.com >>>>> Subject: Re: [rt-users] AssetTracker crashes loading asset >>>>> >>>>> Sounds exactly like the issue I have, I think something is trying to >> get >>>>> all those records, I tried to trace it but with no luck, I think it may >> be >>>>> related to the back/next links on the ticket display page. It's >> checking >>>>> each record for something, This is ok with small results but crashes >> with >>>>> large sets. I really wish I could figure this one out, I get the >>>>> occasional 500 and users are made aware to keep search results smaller. >> In >>>>> my testing this affected 3.4.x 3.6.x and 3.8.x >>>>> >>>>> John wrote: >>>>>> well, just as i thought the RT slowness issue had been resolved, >>>>>> assettracker >>>>>> is now dying when loading a ticket out of a large list. >>>>>> >>>>>> example: clicking "all assets" enumerates a 9000 row list fine, >>>>>> but clicking on any element in the list will crunch for a while >>>>>> then die with a 500 error. >>>>>> >>>>>> smaller lists with say 1000-3000 rows are sluggish when loading >>>>>> an asset from the list, but succeed. >>>>>> >>>>>> nimbius at sdf.lonestar.org >>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy >>>>>> a copy at http://rtbook.bestpractical.com >>>>>> >>>>>> >>>>>> >>>>> >>>>> >>>> >>>> nimbius at sdf.lonestar.org >>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From monti.mail at gmail.com Tue Nov 11 15:13:56 2008 From: monti.mail at gmail.com (Monti gmail) Date: Tue, 11 Nov 2008 22:13:56 +0200 Subject: [rt-users] Get CustomField value when CF type is "Ticket Transaction" In-Reply-To: References: Message-ID: Sorry to nag again but I am lost here and stuck... Can someone tell me how can I get the value of a "ticket transaction" Custom Field? I tried with FirstCustomFieldValue but it works only if it is a "Ticket" CF.... thanks a lot. On Sun, Nov 9, 2008 at 7:29 PM, Monti gmail wrote: > Hi all, > > I have spent many hours today to find a solution to my problem, I will VERY > much appriciate any help here. > > I have a CF Applies to "Ticket Transaction" called "SendResolutionMail" > which is select one value type. > I can't get the CF Value out of it if it applies to "Ticket Transaction" > BUT I can get it if the CF applies to "ticket". > I have tried many suggested ways to implement it which I found in the net. > but none of them solved it for me. > > I have the following scrip and the Logger output is empty when I use > $Ticket->FirstCustomFieldValue. I can't get the CF Value out of it... > > *Please help :(* > > { ### True when transaction is incoming email and CF 'noemail' is not set > my $Transaction = $self->TransactionObj; > my $Ticket = $self->TicketObj; > my $val = $Transaction->Type eq 'Status' > && $Transaction->NewValue eq 'resolved' > && get_custom("SendResolutionMail"); > return $val; > > ### Returns custom field value > ### get_custom($field_name) > sub get_custom { > my $target_name = $_[0]; > my $val = $Ticket->FirstCustomFieldValue($target_name); > *$RT::Logger->warning("$val");* # Logger output - RT: ((eval 1182):14) > return $val if defined $val; > return undef; > } > } > -------------- next part -------------- An HTML attachment was scrubbed... URL: From brian.friday at gmail.com Tue Nov 11 15:45:03 2008 From: brian.friday at gmail.com (Brian Friday) Date: Tue, 11 Nov 2008 12:45:03 -0800 Subject: [rt-users] RT Command Line Usage and Closing tickets Message-ID: Hello all, I have a developer who is chomping at the bit to see if my proposed migration to RT3 will allow him to do the following. I am still working on the guts of getting our system from RT2 so while based on my reading of the list I think this is possible I thought I would ask. So the developer wants to see about integrating our Nagios instance into RT CLI usage. He has a unique event ID and wants to pass that to RT (first idea was to make it the ticket number, but now either subject or ticket contents or custom field). The nagios system would open tickets on events and then come back and close them. The issue is this closure, he is looking for a way to not search, parse, close but rather to search then close the returned tickets and to do so with one command line call. Where I go grey and foggy, in that RT3 CLI is not something I have experience with, is if he could do the search + close operation all in scripted command line event. Thanks for the Help, Brian From alexyoung at scoutsolutions.co.uk Tue Nov 11 16:52:36 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 11 Nov 2008 21:52:36 -0000 Subject: [rt-users] RTx-EmailCompletion and RTFM incompatible? In-Reply-To: References: <3CE7D8D453B27148BBCA0B2063B11E64B2BFDC@s-wor-e-001.SCOUTSOFFICE.local><3CE7D8D453B27148BBCA0B2063B11E64B2BFE2@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64BD5C29@s-wor-e-001.SCOUTSOFFICE.local> Thanks for the help, I finally had time to look into this further. It was my mistake, I thought each plugin needed its own @Plugin line in the RT_SiteConfig.pm. Once I put all the plugins in the one line it worked fine! Not sure why I could get RTFM and ExtAuth working correctly before, but it's all working now. Thanks again. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 21 October 2008 00:47 To: RT Users Subject: Re: [rt-users] RTx-EmailCompletion and RTFM incompatible? On Oct 20, 2008, at 4:05 PM, Alex Young wrote: > I just tried it again. > > If I load the RTx-EmailCompletion plugin first, RTFM works, but > RTx-EmailCompletion doesn't. If RTFM is loaded first, the other > doesn't. > Very odd. It works fine here both ways, Set(@Plugins,(qw(RTx::EmailCompletion RT::FM))); and the flipped version Its worth turning on debug logging and seeing if you see the sql from EmailCompletion and checking what modules are actually loaded in Configuration -> Tools -> SystemConfiguration -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: 20 October 2008 23:43 > To: RT Users > Subject: Re: [rt-users] RTx-EmailCompletion and RTFM incompatible? > > > On Oct 20, 2008, at 12:38 PM, Alex Young wrote: > >> Sorry for spamming the list a bit tonight, I'm just going through >> all the outstanding support requests I have had from the RT users >> that I haven't been able to fix myself. >> >> I have a few extensions installed, but if I install RTx- >> EmailCompletion I no longer have RTFM showing in the RT interface. >> If I disable RTx-EmailCompletion, RTFM returns. It's a little odd. >> >> I have been enabling RTx-EmailCompletion in RT_SiteConfig.pm with >> the following line: >> Set(@Plugins,(qw(RTx::EmailCompletion))); >> >> Is it something I have done wrong, or just missing? RTx- >> EmailCompletion does work a treat in 3.8.1 when its installed. > > I just installed RTx-EmailCompletion along with my testing install of > RTFM and everything seems > to work fine. > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Tue Nov 11 18:43:26 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Nov 2008 08:43:26 +0900 Subject: [rt-users] RT e-mail address listed as one-time Cc and Bcc checkbox In-Reply-To: <49196C23.4070504@brighton.ac.uk> References: <49196C23.4070504@brighton.ac.uk> Message-ID: <20081111234326.GE369@31b.local> On Tue 11.Nov'08 at 11:27:31 +0000, justin at brighton.ac.uk wrote: > Hi all, > Does anyone know if the global RT e-mail address should be listed as a > check box under One-time Cc and Bcc when adding a comment or a reply in > 3.8.1? > It should not. could you open a ticket so we get it fixed up for the future? Thanks, Jesse > Surely RT should know not to e-mail itself for fear of a mail loop? I > don't remember seeing this on my test installation. > Best regards, > Justin > University of Brighton. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From gordon at cryologic.com Tue Nov 11 21:34:34 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 12 Nov 2008 13:34:34 +1100 Subject: [rt-users] ClickableLinks in custom fields In-Reply-To: References: <49192C06.7090502@cryologic.com> Message-ID: <491A40BA.6070206@cryologic.com> Thanks Torsten, I had looked at this earlier and originally thought it wouldn't be useful for my application. However, after revisiting the idea, I see I can simply put in "file://///__CustomField__" as the URL and users can put in their network file paths as the custom field value, to create a clickable link. Gordon Torsten Brumm wrote: > Hi Gordon, > > have a look into CF Configuration: > > Link values to > RT can make this custom field's values into hyperlinks to another > service. Fill in this field with a URL. RT will replace __id__ and > __CustomField__ with the record id and custom field value, respectively > > Create a CF and type inside the Link Values to: __CustomField__ which > will create a clickable link with the content of the CF. > > > 2008/11/11 > > > Before I reinvent the wheel I thought I would ask if anybody had created > something similar to the ClickableLinks Callback > (http://wiki.bestpractical.com/view/ClickableLinks Dirk Pape et al.) > applicable to Custom Fields. > > RT-3.6.7 > > thanks > Gordon From panu at colorplaza.com Wed Nov 12 03:30:34 2008 From: panu at colorplaza.com (Panu) Date: Wed, 12 Nov 2008 09:30:34 +0100 Subject: [rt-users] Email signature disclaimers In-Reply-To: References: Message-ID: <491A942A.8090907@colorplaza.com> > How is everyone dealing with their standard corporate email legal > disclaimers on ticket replies? MTA? (should work for normal emails too) I personally hate them :) They have no other legal value than make stupid people scared to sue for whatever reason. At least in most European countries that is the case. But then, people sue other people much less for stupid reasons than other side of the Atlantic :) From bernd.kuhlen at wetteronline.de Wed Nov 12 03:33:53 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen) Date: Wed, 12 Nov 2008 09:33:53 +0100 Subject: [rt-users] On Due Change : Notify Client Message-ID: Hi everybody, I'm not very good at programming the RT API and I'm looking for a scrip, that sends the client an email of a changed due date in case that date is changed via a transaction. Any perl expert out there who could help me out ? Thanks in advance! Best regards, Bernd From justin at brighton.ac.uk Wed Nov 12 05:27:10 2008 From: justin at brighton.ac.uk (justin at brighton.ac.uk) Date: Wed, 12 Nov 2008 10:27:10 +0000 Subject: [rt-users] RT e-mail address listed as one-time Cc and Bcc checkbox In-Reply-To: <20081111234326.GE369@31b.local> References: <49196C23.4070504@brighton.ac.uk> <20081111234326.GE369@31b.local> Message-ID: <491AAF7E.5050504@brighton.ac.uk> Jesse Vincent wrote: > On Tue 11.Nov'08 at 11:27:31 +0000, justin at brighton.ac.uk wrote: > >> Hi all, >> Does anyone know if the global RT e-mail address should be listed as a >> check box under One-time Cc and Bcc when adding a comment or a reply in >> 3.8.1? >> > It should not. could you open a ticket so we get it fixed up for the > future? Thanks for the reply. I've opened a ticket. [http://rt3.fsck.com/Ticket/Display.html?id=12792] Best regards, Justin -------------- next part -------------- An HTML attachment was scrubbed... URL: From allan.eising at gmail.com Wed Nov 12 05:59:07 2008 From: allan.eising at gmail.com (Allan Eising) Date: Wed, 12 Nov 2008 11:59:07 +0100 Subject: [rt-users] Blank page annoyance In-Reply-To: References: <49199A4B.9080801@zoominternet.net> Message-ID: Hi, I just wanted to follow up and tell you that running the upgrade script solved the problem. Thank you very much for your help! Allan On Tue, Nov 11, 2008 at 6:48 PM, John wrote: > the first script you run will create (or should be redirected to) a file. > importing that file into mysql is the next step as you need to run those > commands against the database now > > > > On Tue, 11 Nov 2008, Allan Eising wrote: > >> Date: Tue, 11 Nov 2008 17:35:10 +0100 >> From: Allan Eising >> To: John >> Cc: Jon Tollerton , >> rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Blank page annoyance >> >> I just ran the schema upgrade file (schema.mysql-4.0-4.1.pl), and it >> gave me a lot of sql commands. >> >> As it required me to type the username and password to mysql, I assume >> it executed those commands, or am I wrong here? >> >> Allan >> >> On Tue, Nov 11, 2008 at 4:02 PM, Allan Eising >> wrote: >>> >>> I see... I had hoped the upgrade scripts took care of those schema >>> changes, but I'll try to run the schema script later tonight, when rt >>> traffic is low. >>> >>> Thanks for the help so far. >>> >>> Allan >>> >>> On Tue, Nov 11, 2008 at 3:58 PM, John wrote: >>>> >>>> yes. you have to run that regardless, just because youre upgrading from >>>> a >>>> verison of RT older than 3.8.1...like i said, rather poorly worded in >>>> the >>>> docs. sorry. >>>> >>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>> >>>>> Date: Tue, 11 Nov 2008 15:56:36 +0100 >>>>> From: Allan Eising >>>>> To: John >>>>> Cc: Jon Tollerton , >>>>> rt-users at lists.bestpractical.com >>>>> Subject: Re: [rt-users] Blank page annoyance >>>>> >>>>> So, what you are saying is that if I did not upgrade mysql but only >>>>> RT, I still have to run the mysql schema upgrades? >>>>> >>>>> Allan >>>>> >>>>> On Tue, Nov 11, 2008 at 3:52 PM, John wrote: >>>>>> >>>>>> ok, so this is deceptive..read once more... >>>>>> >>>>>> >>>>>> "If you're upgrading RT from versions prior to 3.8.0 then you MUST >>>>>> follow >>>>>> instructions below." >>>>>> >>>>>> yeah, it still means you have to run it. >>>>>> >>>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>>> >>>>>>> Date: Tue, 11 Nov 2008 15:47:57 +0100 >>>>>>> From: Allan Eising >>>>>>> To: Jon Tollerton >>>>>>> Cc: rt-users at lists.bestpractical.com >>>>>>> Subject: Re: [rt-users] Blank page annoyance >>>>>>> >>>>>>> I have 4.005 installed, so this is not the issue. >>>>>>> >>>>>>> However, I pulled the package off fedora's rawhide repository, so I >>>>>>> suspect some incompatibilities there. It's the version that will be >>>>>>> released with the upcoming fedora core 10, so I hope when I do the >>>>>>> full upgrade upon release, it will be fixed. >>>>>>> >>>>>>> On Tue, Nov 11, 2008 at 3:44 PM, Jon Tollerton >>>>>>> wrote: >>>>>>>> >>>>>>>> If this is mysql, don't take DBD::mysql past 4.006 >>>>>>>> >>>>>>>> http://rt.cpan.org/Public/Bug/Display.html?id=37027 >>>>>>>> >>>>>>>> John wrote: >>>>>>>> >>>>>>>> did you complete the schema upgrade as noted in UPGRADE.mysql? >>>>>>>> >>>>>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> Date: Tue, 11 Nov 2008 15:29:12 +0100 >>>>>>>> From: Allan Eising >>>>>>>> To: John >>>>>>>> Subject: Re: [rt-users] Blank page annoyance >>>>>>>> >>>>>>>> It's an upgrade. >>>>>>>> >>>>>>>> The most consistent error I get from my httpd log is: >>>>>>>> >>>>>>>> [Tue Nov 11 15:27:02 2008] [notice] child pid 10058 exit signal >>>>>>>> Segmentation fault (11) >>>>>>>> >>>>>>>> I'll try and see if I can update mod_perl and DBI/DBD... >>>>>>>> >>>>>>>> Allan >>>>>>>> >>>>>>>> On Tue, Nov 11, 2008 at 3:08 PM, John >>>>>>>> wrote: >>>>>>>> >>>>>>>> >>>>>>>> Allan, >>>>>>>> is this an upgrade or a new install? >>>>>>>> do you see any errors in your webserver logs? >>>>>>>> have you tried turning on RT logging and tracing? (settings can be >>>>>>>> found >>>>>>>> in >>>>>>>> RT_Config.pm) >>>>>>>> >>>>>>>> it sounds like something is failing in mason. >>>>>>>> >>>>>>>> >>>>>>>> On Tue, 11 Nov 2008, Allan Eising wrote: >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> Date: Tue, 11 Nov 2008 14:33:15 +0100 >>>>>>>> From: Allan Eising >>>>>>>> To: rt-users at lists.bestpractical.com >>>>>>>> Subject: [rt-users] Blank page annoyance >>>>>>>> >>>>>>>> Hi there, >>>>>>>> >>>>>>>> I have a problem on my rt 3.8.1 installation. After using the web >>>>>>>> interface for a few minutes, pages stop being generated, and when I >>>>>>>> click a link, I receive a blank page. I can then log in again by >>>>>>>> typing the url, and observe the same issue reappear after a short >>>>>>>> while. I've checked my syslog, and it doesn't cointain any >>>>>>>> information >>>>>>>> other than the fact that the user logged in. >>>>>>>> >>>>>>>> Can anyone help me debug this problem? >>>>>>>> >>>>>>>> -- >>>>>>>> Best regards >>>>>>>> >>>>>>>> Allan Eising >>>>>>>> _______________________________________________ >>>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>> >>>>>>>> Community help: http://wiki.bestpractical.com >>>>>>>> Commercial support: sales at bestpractical.com >>>>>>>> >>>>>>>> >>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> nimbius at sdf.lonestar.org >>>>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> nimbius at sdf.lonestar.org >>>>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>>>> _______________________________________________ >>>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>> >>>>>>>> Community help: http://wiki.bestpractical.com >>>>>>>> Commercial support: 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 >>>>>>> >>>>>> >>>>>> nimbius at sdf.lonestar.org >>>>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>>>> >>>>> >>>> >>>> nimbius at sdf.lonestar.org >>>> SDF Public Access UNIX System - http://sdf.lonestar.org >>>> >>> >> > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > From lars at oddbit.com Wed Nov 12 07:02:31 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Wed, 12 Nov 2008 07:02:31 -0500 Subject: [rt-users] On Due Change : Notify Client In-Reply-To: References: Message-ID: > Any perl expert out there who could help me out ? I just recently posted an "On Due Date Change" scrip to the list (last week?). It should still be in the archives. It doesn't send email, but there are a number of existing scrips that do that. Between the two sources you should have a good starting point. -- Lars Kellogg-Stedman From dmbeethe at fedex.com Wed Nov 12 11:31:38 2008 From: dmbeethe at fedex.com (Don Beethe) Date: Wed, 12 Nov 2008 10:31:38 -0600 Subject: [rt-users] Users can't see CustomFields In-Reply-To: References: Message-ID: I'm testing RT 3.8.1 on Redhat AS5.2 and having trouble with getting Customfields for tickets to display... Have given Everyone permission SeeCustomField permission, but the custom fields don't show, unless I change User permission. Any idea on what I'm missing here? Thanks. From jpierce at cambridgeenergyalliance.org Wed Nov 12 12:23:16 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 12 Nov 2008 12:23:16 -0500 Subject: [rt-users] RT e-mail address listed as one-time Cc and Bcc checkbox In-Reply-To: <491AAF7E.5050504@brighton.ac.uk> References: <49196C23.4070504@brighton.ac.uk> <20081111234326.GE369@31b.local> <491AAF7E.5050504@brighton.ac.uk> Message-ID: Are messages actually being sent to the RT address? For a while we had people sending messages to rt at longdomain.example.org which were forwarded to rt at short.example.org. In this instance, RT added @longdomain to the CC list -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Wed Nov 12 12:33:07 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 12 Nov 2008 12:33:07 -0500 Subject: [rt-users] Email signature disclaimers In-Reply-To: <491A942A.8090907@colorplaza.com> References: <491A942A.8090907@colorplaza.com> Message-ID: On Wed, Nov 12, 2008 at 03:30, Panu wrote: >> How is everyone dealing with their standard corporate email legal >> disclaimers on ticket replies? Refuse to give to give them any thought. They're worse than shrink-wrap licenses. A screen of BS for a 2 line response about how to fix a bug, brilliant! Although if you are truly paranoid/trying to cover your ass, you could require a click through agreement to access a web view of the ticket, and have all notifications simply provide a URL to the latest transaction. This would also let you monitor who (by IP/# of visitors at least) was reading the ticket. > I personally hate them :) They have no other legal value than make > stupid people scared to sue for whatever reason. At least in most > European countries that is the case. But then, people sue other people > much less for stupid reasons than other side of the Atlantic :) Leave Brazil out of this please. -- Cambridge Energy Alliance: Save money. Save the planet. From Russ.Tremain at Sun.COM Wed Nov 12 12:21:28 2008 From: Russ.Tremain at Sun.COM (Russ Tremain) Date: Wed, 12 Nov 2008 09:21:28 -0800 Subject: [rt-users] queue design Message-ID: Hello, I'm working to configure a virgin RT instance for my team. I've attended Jesse's training and have read the RT Essentials book. The goal of our installation is to track internal requests for engineering services, including infrastructure tooling and release work. For example, branch that codeline, lift that bale.. whoops, wrong lyrics. :) I'm leaning toward a "team-centric" design for the queues, while refining the task attributes toward release product & codeline fields. So, for a first pass, perhaps have just two queues: 1) releaseWork 2) toolsWork Each of these queues would have associated with it a set of attributes, such as: o Request type: {branchRequest, codelineSetup, kitContentChange, ... etc} o Product/Project Name o Codeline{branch} Name (for example "open-esb{trunk}" ) o Target Release Number Etc. It is possible that the 2 queues will share several custom fields. My question is: Is this a logical design? I.e., fewer queues, more shared custom fields, with queues targeted toward those who will work on them (work-group centric design). Second question is, Is there a way to display "conditional" custom fields? I.e., have the web interface present a set of custom fields only if another is selected. In the above example, I would only want to fill out the codeline related variables in the "releaseWork" queue if the Request type was related to a project or product codeline. Tia, -Russ From dominic.hargreaves at oucs.ox.ac.uk Wed Nov 12 13:08:57 2008 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 12 Nov 2008 18:08:57 +0000 Subject: [rt-users] RT3.8 Debian packages now in experimental Message-ID: <20081112180857.GN394@gunboat-diplomat.oucs.ox.ac.uk> Hi, I've recently done some work on packaging RT3.8 for Debian, building on the work already done by Gerardo Curiel and Andrew Ruthven (among others). The first version of this has been uploaded to experimental: If any Debian users would like to give this a whirl, please do, and report any problems to us. If you're on etch, the packages at should be installable, as long as you pull in a few other binary-indep packages from lenny/sid - including libhtml-mason-perl, the versioned depends for which isn't correctly declared in the released packages yet. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From gevans at hcc.net Wed Nov 12 13:27:56 2008 From: gevans at hcc.net (Greg Evans) Date: Wed, 12 Nov 2008 10:27:56 -0800 Subject: [rt-users] Extract Custom field and merge if Custom Field matches? Message-ID: <214EF6051343497384AA0C33F23287EB@hcc.local> Hello, I am working on a problem here in which our after-hours support, with their own ticketing system submits tickets to our RT via an automated process. Each ticket comes in with a subject similar to "[1234567] Escalation - Customer name - Customer Issue" I am using ExtractCustomField (probably not the exact name there) to extract the ticket number in brackets from the subject and populate a corresponding Custom Field in their queue. This part is working properly. L:) What I am trying to do now, is on each ticket submission, Extract that field and then check to see if there is another ticket that has that same number in the custom field and if they match, merge the tickets. I found this code in the mailing list archives that claims to do so, but it would appear that it is not running on my system when I try to use it (I am using 3.8.1 btw) This is what I did in the scrip: my $TicketsObj = RT::Tickets->new($RT::SystemUser); $TicketsObj->LimitQueue(VALUE => 'AfterHoursSupport'); $TicketsObj->LimitCustomField(CUSTOMFIELD => 'AfterHoursTicketNumber', OPERATOR => '=', VALUE => $AHTixNum); if ($TicketsObj->Count == 0) { return 1; } my $id = undef; while (my $ticket = $TicketsObj->Next) { next if $self->TicketObj->Id == $ticket->Id; $id = $ticket->Id; last; } $id || return 1; $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); 1; Now, perhaps I put the scrip in incorrectly? I am not sure, so here is how I put the scrip into the system. Also, maybe something has changed that I am not aware of that would mean this scrip needs to be written differently at this point. I have enabled debugging in the scrip, but never see anything in the log, so this would appear to mean it is either A) Not running or B) not getting anywhere. Description : 001-New or Merge After Hours Support Condition : On Create Action : User Defined Template : Global Template: Blank Stage : TransactionCreate Custom Condition : n/a // Above code here Custom Action Preparation code : n/a // Above code here Custom action Cleanup Code :n/a I have tried placing the above code in both the Custom Condition and the Custom Action Preparation Code sections but I cannot seem to get it to run at all. I am assuming that I have done something incorrectly because I don't really know what I am doing here, but figured I should ask :-) so that I can hopefully make it work as intended :-) Any insight would be appreciated Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -------------- next part -------------- An HTML attachment was scrubbed... URL: From whorka at hmdc.harvard.edu Wed Nov 12 13:50:25 2008 From: whorka at hmdc.harvard.edu (William J. Horka) Date: Wed, 12 Nov 2008 13:50:25 -0500 Subject: [rt-users] RT::Authen::ExternalAuth selectable authentication service? In-Reply-To: References: Message-ID: <491B2571.9010806@hmdc.harvard.edu> Hello all, I was just checking out RT::Authen::ExternalAuth for the first time after seeing the recent announcements on this list, and found it to be a useful extension of RT functionality. However, I noticed that it always attempts to authenticate a user to the external authentication service(s) before falling back to local authentication. I was wondering if there was any interest in enhancing it to allow for the selection of the authentication service on a per-user basis, perhaps based on some user custom field. In our RT setup, we have a small number of privileged users who can own tickets and have accounts in our LDAP directory, but we have a large number of people who have access only to tickets they requested in RT, and do not have LDAP accounts. I think it would cut down on unnecessary traffic to our LDAP server if we could add some functionality to RT::Authen::ExternalAuth so that it only looks up privileged users in LDAP and does local authentication for everybody else. Maybe a user custom field could indicate which authentication service to use for an account (e.g. LDAP, external DB, local, etc.) rather than the global $RT::ExternalAuthPriority applying to all users? However, this could be problematic in allowing users to change which service they authenticate to. Would this per-user selectable authentication service functionality be useful to anyone else, and does anyone have an alternative suggestion for its implementation other than by using a user custom field? Maybe by RT group membership (e.g. by creating and populating a "auth_ldap" group for users to auth to LDAP, and a "auth_db" group for users to auth to an external DB, etc.)? -Bill -- William Horka UNIX Systems Administrator Harvard-MIT Data Center From ktm at rice.edu Wed Nov 12 14:04:21 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 12 Nov 2008 13:04:21 -0600 Subject: [rt-users] RT::Authen::ExternalAuth selectable authentication service? In-Reply-To: <491B2571.9010806@hmdc.harvard.edu> References: <491B2571.9010806@hmdc.harvard.edu> Message-ID: <20081112190421.GP20501@it.is.rice.edu> That seems like a lot of work to save a couple of very light-weight LDAP queries. Plus, if anyone changes status, you will need to manually reset their fields to get them to authenticate correctly. My two cents. Cheers, Ken On Wed, Nov 12, 2008 at 01:50:25PM -0500, William J. Horka wrote: > Hello all, > > I was just checking out RT::Authen::ExternalAuth for the first time > after seeing the recent announcements on this list, and found it to be a > useful extension of RT functionality. However, I noticed that it > always attempts to authenticate a user to the external authentication > service(s) before falling back to local authentication. I was wondering > if there was any interest in enhancing it to allow for the selection of > the authentication service on a per-user basis, perhaps based on some > user custom field. > > In our RT setup, we have a small number of privileged users who can own > tickets and have accounts in our LDAP directory, but we have a large > number of people who have access only to tickets they requested in RT, > and do not have LDAP accounts. I think it would cut down on unnecessary > traffic to our LDAP server if we could add some functionality to > RT::Authen::ExternalAuth so that it only looks up privileged users in > LDAP and does local authentication for everybody else. > > Maybe a user custom field could indicate which authentication service to > use for an account (e.g. LDAP, external DB, local, etc.) rather than the > global $RT::ExternalAuthPriority applying to all users? However, this > could be problematic in allowing users to change which service they > authenticate to. > > Would this per-user selectable authentication service functionality be > useful to anyone else, and does anyone have an alternative suggestion > for its implementation other than by using a user custom field? Maybe by > RT group membership (e.g. by creating and populating a "auth_ldap" group > for users to auth to LDAP, and a "auth_db" group for users to auth to an > external DB, etc.)? > > -Bill > > -- > William Horka > UNIX Systems Administrator > Harvard-MIT Data 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 mike.peachey at jennic.com Wed Nov 12 14:44:41 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 12 Nov 2008 19:44:41 +0000 Subject: [rt-users] RT::Authen::ExternalAuth selectable authentication service? In-Reply-To: <20081112190421.GP20501@it.is.rice.edu> References: <491B2571.9010806@hmdc.harvard.edu> <20081112190421.GP20501@it.is.rice.edu> Message-ID: <491B3229.8040904@jennic.com> Kenneth Marshall wrote: > That seems like a lot of work to save a couple of very light-weight > LDAP queries. Plus, if anyone changes status, you will need to manually > reset their fields to get them to authenticate correctly. My two cents. To be honest I have to agree. It would require a lot of work and would save only a small amount of resources and could render RT an administrative nightmare. Also, the extra lookups required inside RT would likely reduce the LDAP load at the expense of increasing the load on the RT server. Having said that, you are more than welcome to investigate coding it yourself, I just simply wouldn't find the time - as it is I've yet to get the chance to confirm the DB authentication in 0.07_01 so as to release it as stable. -- 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 kseever at innonetkc.com Wed Nov 12 14:44:00 2008 From: kseever at innonetkc.com (Kenny Seever) Date: Wed, 12 Nov 2008 13:44:00 -0600 Subject: [rt-users] Slow GET_LOCK queries on merged tickets Message-ID: <1d5b8f3e.1c944ff.64579954.e8e@innonetkc.com> Thanks for the response Torsten. I gave that a try, but unfortunately it didn?t speed it up any. We luckily had only merged a couple of times so once we get them closed hopefully we won?t touch them again for a while. Thanks again, Kenny From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Tuesday, November 11, 2008 10:11 AM To: Kenny Seever Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Slow GET_LOCK queries on merged tickets Hi Kenny, we had exactly the same problem. i'm not sure if our solution is the best, but it helped us to get rid of this. We changed the following: (and again, i'm not sure if it is a good idea, but it fixes the problem) grab up from /usr/lib/perl5/site_perl/5.8.xxx/Apache/Session/Lock the file MySQL.pm and find the line with my GET_LOCK, its around line 53. It uses default 3600 sec for lock timeout. we changed this to 1sec. 50 #MySQL requires a timeout on the lock operation. There is no option 51 #to simply wait forever. So we'll wait for a hour. 52 53 my $sth = $self->{dbh}->prepare_cached(q{SELECT GET_LOCK(?, 1)}, {}, 1); And again, and hopefully some of the DB/PERL Gurus have a better idea, this fixed our problem (for over one year) but i'm not sure which site effects it has (we discovered nothing so far....) Torsten 2008/11/7 Kenny Seever Hello everyone. I was looking through the archives and came across the following. It looks like we are having the same problem and I was wondering if a solution was ever found. Thanks in advance, Kenny Seever Innovative Networks, Inc. Original Message?: Hi all, I managed to track down a problem with merged tickets being slow to display. I have enabled the slow queries log on Mysql (5.0.51a) and get the following in the log files. I searched over the RT list archives and I found note of setting low_priority_updates to 1 on mysql for this. This however makes no difference. Does someone perhaps have an answer for this problem? The server is a test setup I made to test the migration of 3.6.6 RT installation to 3.8.1. The problem was there in 3.6.6 when I imported the production database from a mysql dump the production server also running rt 3.6.6 is fine (not slow on merged tickets). The difference between the systems is that the production server is a Redhat Enterprise 4 server (MySQL-server-community-5.0.51a-0.rhel4) and the test system is a newer Fedora 9 (mysql-server-5.0.51a-1.fc9). The fedora 9 installation installed all required modules from CPAN during installation. After migrating it to 3.8.1 the problem remains. It looks like it slightly faster but not much. Database has been updated from mysql 4.0 to 4.1 followed by the database update script. All is working fine accept for the slow queries on merged tickets and the GET_LOCK reports in the slow query log. I've cleared the session table. This currently makes no difference. It had about 1100 records in it before I cleared it. Regards, Ton Hoogstraten SELECT GET_LOCK('Apache-Session-7dee36ca13e864c568b1659d2fa18751', 3600); # Time: 080822 14:36:01 # User[at]Host: rt[rt] @ localhost [] # Query_time: 110 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-a196db0f41ab721840dba0b78f2dd36e', 3600); # User[at]Host: rt[rt] @ localhost [] # Query_time: 80 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-a196db0f41ab721840dba0b78f2dd36e', 3600); _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From Munsch at phillycarshare.org Wed Nov 12 14:50:34 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Wed, 12 Nov 2008 14:50:34 -0500 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc><49145394.70704@jennic.com><112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18CFD7BF@pcsexch.phillycarshare.loc> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D469A4@pcsexch.phillycarshare.loc> Still experiencing this. Not sure what's going on. Any attempt at login for any user - root or otherwise - gets this: Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut h/autohandler/Auth line 39. The difference being only that if I tried logging in as a user that doesn't exist yet and should be looked up in AD, refreshing the page gives me the login screen again: and if I tried logging in as root, it says line 89 instead of 39 and refreshing the page gives me RT at a glance successfully. Very confused. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Munsch Sent: Saturday, November 08, 2008 1:17 PM To: RT Users Subject: Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. > Can you please post the surrounding log. > The handler is quite chatty and contains information that might > be useful. Attached, thanks. > Also, you haven't said if this error occurs when logging in as the > root user, when autocreating a user or when authenticating an > existing user or in all three cases. All of the above. > You might want to try, as the user your web server runs as, > not root: > perl -I/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib - MRT::Authen::ExternalAuth -e1 Did that. No apparent output: just hangs until I ctrl-C. From kbensch at fullnet.co.uk Wed Nov 12 15:08:59 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Wed, 12 Nov 2008 20:08:59 +0000 Subject: [rt-users] EX_TEMPFAIL Error Message-ID: <491B37DB.5010101@fullnet.co.uk> Hi I am now so sick of seeing this message and not able to sort it. Can anyone PLEASE tell me how to sort this out once and for all? Nov 12 21:01:44 rtserver1 sendmail[2116]: mACKtOpv031938: to="|/opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action correspond --url http://rt.con.com/", ctladdr= (8/0), delay=00:06:20, xdelay=00:00:00, mailer=prog, pri=152899, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Thank you Kobus (Hairless) -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 258 bytes Desc: OpenPGP digital signature URL: From dominic.hargreaves at oucs.ox.ac.uk Wed Nov 12 12:56:12 2008 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 12 Nov 2008 17:56:12 +0000 Subject: [rt-users] deactivate_scrip / QueueDeactivatedScrip functionality in RT 3.8? Message-ID: <20081112175612.GM394@gunboat-diplomat.oucs.ox.ac.uk> Hi, I'm working on upgrading an RT3.4 instance to RT3.8. One of the extensions already in use is the above mentioned patch/extension. The most recent version of this appears to be http://page.mi.fu-berlin.de/pape/rt3/patches/rt/deactivate_scrip-3.6.patch and I had a quick go applying the patch to 3.8, but unsurprisingly this doesn't work straight off. Before I dive into porting this, has anyone already done it? Alternatively, is there a better way to do the same thing nowadays (the patch allows you to select which global scrips to use on a per-queue basis, which means that we don't have to duplicate scrips per queue so much -- I had a quick look for the functionality existing in other areas of RT but didn't find anything)? Judging by quite a few people have mentioned this over the years, so I would be interested to know whether there are any plans to have this merged into core too. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From lars at oddbit.com Wed Nov 12 15:16:18 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Wed, 12 Nov 2008 15:16:18 -0500 Subject: [rt-users] EX_TEMPFAIL Error In-Reply-To: <491B37DB.5010101@fullnet.co.uk> References: <491B37DB.5010101@fullnet.co.uk> Message-ID: > I am now so sick of seeing this message and not able to sort it. Can > anyone PLEASE tell me how to sort this out once and for all? Your RT log should have error message that correspond to this. Look in /var/log/messages (assuming a reasonably common syslog configuration), and make sure you're logging debug priority messages. In RT_*Config.pm: Set($LogToSyslog , 'debug'); (But note recent messages to this list regarding the performance impact of logging at this priority level). You should be able to trigger this problem on demand in order to diagnose it. Get a copy of the message that triggered the error, and then pipe it to: /opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action correspond --url http://rt.con.com/ You should see useful error messages either on your screen or in the log. -- Lars Kellogg-Stedman From lars at oddbit.com Wed Nov 12 15:22:50 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Wed, 12 Nov 2008 15:22:50 -0500 Subject: [rt-users] deactivate_scrip / QueueDeactivatedScrip functionality in RT 3.8? In-Reply-To: <20081112175612.GM394@gunboat-diplomat.oucs.ox.ac.uk> References: <20081112175612.GM394@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: > Alternatively, is there a better way to do the same thing nowadays (the > patch allows you to select which global scrips to use on a per-queue > basis, which means that we don't have to duplicate scrips per queue so > much -- I had a quick look for the functionality existing in other areas > of RT but didn't find anything)? Yeah, this is exactly the feature we're looking for, also. Given that there's already a model for this -- Custom Fields, which are created globally and then associated with specific queues (or all queues) -- it seems handling scrips the same way would make a lot of sense. With the current system, if we want to create a single queue that is excluded from a global scrip, we have to delete the global scrip and then implement a per-queue scrip for *every other queue*. Crazy! It occurs to me that one might be able to mitigate this somewhat through the use of custom fields (e.g., "only apply this scrip for queues that have the UseSpecialScript custom field set to 'enable'"), but that's just a workaround. -- Lars Kellogg-Stedman From kbensch at fullnet.co.uk Wed Nov 12 15:27:10 2008 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Wed, 12 Nov 2008 20:27:10 +0000 Subject: [rt-users] EX_TEMPFAIL Error In-Reply-To: References: <491B37DB.5010101@fullnet.co.uk> Message-ID: <491B3C1E.8050704@fullnet.co.uk> Hi I am currently getting this error on all messages. There is no errors in messages or rt.log. Just maillog. When I try echo hello |/opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action correspond --url http://rt.con.com I get An Error Occurred ================= 404 Not Found Which file was not found. No errors anywhere when I try this. Not even maillog. Lars Kellogg-Stedman wrote: >> I am now so sick of seeing this message and not able to sort it. Can >> anyone PLEASE tell me how to sort this out once and for all? >> > > Your RT log should have error message that correspond to this. Look > in /var/log/messages (assuming a reasonably common syslog > configuration), and make sure you're logging debug priority messages. > In RT_*Config.pm: > > Set($LogToSyslog , 'debug'); > > (But note recent messages to this list regarding the performance > impact of logging at this priority level). > > You should be able to trigger this problem on demand in order to > diagnose it. Get a copy of the message that triggered the error, and > then pipe it to: > > /opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action correspond > --url http://rt.con.com/ > > You should see useful error messages either on your screen or in the log. > > -- 7 Marlborough Close Maidenhead Berkshire SL6 4LP United Kingdom Telephone: +44 (01628) 675 978 Facsimile: +44 (07092) 289 990 Mobile Phone: +44 (07703) 503 733 Skype ID: fullnetsolutionsltd Kobus Bensch: kbensch at fullnet.co.uk Information: info at fullnet.co.uk> Sales Team: fslsales at fullnet.co.uk WWW: http://www.fullnet.co.uk Registered in England & Wales, Company Number 3568937 VAT registration number: UK 714 7309 42 E & O.E. All prices exclude VAT & Carriage unless otherwise specified. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system administrator by emailing admin at fullnet.co.uk with the subject "eMail Confidentiality Query!" . The content of this email does not necessarily reflect the views or opinions of Fullnet Solutions Limited. If you have any queries or complaints please email info at fullnet.co.uk with the subject "eMail Comment/Complaint Query!" . This footnote also confirms that this email message has been scanned for the presence of computer viruses. Fullnet Solutions Limited can however not be held responsible for any virus infections on the recipients or any other systems. For more information regarding the solutions Fullnet has to offer please email sales at fullnet.co.uk with the subject "Sales Query!" . -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logonew.jpg Type: image/jpeg Size: 18406 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 258 bytes Desc: OpenPGP digital signature URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Nov 12 15:32:28 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 12 Nov 2008 15:32:28 -0500 Subject: [rt-users] EX_TEMPFAIL Error In-Reply-To: <491B3C1E.8050704@fullnet.co.uk> References: <491B37DB.5010101@fullnet.co.uk> <491B3C1E.8050704@fullnet.co.uk> Message-ID: <491B3D5C.209@ucrwcu.rwc.uc.edu> I assume pointing a browser at http://rt.con.com leads to a working RT installation? If not, this is your problem. Are you redirecting http requests to https with a rewrite rule? Kobus Bensch wrote: > Hi > I am currently getting this error on all messages. > > There is no errors in messages or rt.log. Just maillog. > > When I try > > echo hello |/opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action > correspond --url http://rt.con.com > > I get > An Error Occurred > ================= > > 404 Not Found > > Which file was not found. No errors anywhere when I try this. Not even > maillog. > > Lars Kellogg-Stedman wrote: >>> I am now so sick of seeing this message and not able to sort it. Can >>> anyone PLEASE tell me how to sort this out once and for all? >>> >> >> Your RT log should have error message that correspond to this. Look >> in /var/log/messages (assuming a reasonably common syslog >> configuration), and make sure you're logging debug priority messages. >> In RT_*Config.pm: >> >> Set($LogToSyslog , 'debug'); >> >> (But note recent messages to this list regarding the performance >> impact of logging at this priority level). >> >> You should be able to trigger this problem on demand in order to >> diagnose it. Get a copy of the message that triggered the error, and >> then pipe it to: >> >> /opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action correspond >> --url http://rt.con.com/ >> >> You should see useful error messages either on your screen or in the log. >> >> > > -- > > > > > > 7 Marlborough Close > Maidenhead > Berkshire > SL6 4LP > United Kingdom > > Telephone: +44 (01628) 675 978 > Facsimile: +44 (07092) 289 990 > Mobile Phone: +44 (07703) 503 733 > Skype ID: fullnetsolutionsltd Kobus > Bensch: kbensch at fullnet.co.uk > > Information: info at fullnet.co.uk> > > Sales Team: fslsales at fullnet.co.uk > > WWW: http://www.fullnet.co.uk > > Registered in England & Wales, Company Number 3568937 > > VAT registration number: UK 714 7309 42 > > E & O.E. All prices exclude VAT & Carriage unless otherwise specified. > > This email and any files transmitted with it are confidential and > intended solely for the use of the individual or entity to whom they > are addressed. If you have received this email in error please notify > the system administrator by emailing admin at fullnet.co.uk with the > subject "eMail Confidentiality Query!" > . > > The content of this email does not necessarily reflect the views or > opinions of Fullnet Solutions Limited. If you have any queries or > complaints please email info at fullnet.co.uk with the subject "eMail > Comment/Complaint Query!" > . > > This footnote also confirms that this email message has been scanned > for the presence of computer viruses. Fullnet Solutions Limited can > however not be held responsible for any virus infections on the > recipients or any other systems. For more information regarding the > solutions Fullnet has to offer please email sales at fullnet.co.uk with > the subject "Sales Query!" > . > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 curtisb at vianet.ca Wed Nov 12 15:35:09 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Wed, 12 Nov 2008 15:35:09 -0500 Subject: [rt-users] EX_TEMPFAIL Error In-Reply-To: <491B3C1E.8050704@fullnet.co.uk> References: <491B37DB.5010101@fullnet.co.uk> <491B3C1E.8050704@fullnet.co.uk> Message-ID: <491B3DFD.1030002@vianet.ca> The url in the command needs to be valid and accessible from the local interface, dns and all. If your hostname is pointing to 127.0.0.1 from the local machine you'll have to add that IP to the apache configuration or remove the hostname pointing to localhost in /etc/hosts .. Personally I have all my interfaces bound except localhost, so you'll have to make sure there's no local host definition overriding the real dns. Kobus Bensch wrote: > Hi > I am currently getting this error on all messages. > > There is no errors in messages or rt.log. Just maillog. > > When I try > > echo hello |/opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action > correspond --url http://rt.con.com > > I get > An Error Occurred > ================= > > 404 Not Found > > Which file was not found. No errors anywhere when I try this. Not even > maillog. > > Lars Kellogg-Stedman wrote: >>> I am now so sick of seeing this message and not able to sort it. Can >>> anyone PLEASE tell me how to sort this out once and for all? >>> >> >> Your RT log should have error message that correspond to this. Look >> in /var/log/messages (assuming a reasonably common syslog >> configuration), and make sure you're logging debug priority messages. >> In RT_*Config.pm: >> >> Set($LogToSyslog , 'debug'); >> >> (But note recent messages to this list regarding the performance >> impact of logging at this priority level). >> >> You should be able to trigger this problem on demand in order to >> diagnose it. Get a copy of the message that triggered the error, and >> then pipe it to: >> >> /opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action correspond >> --url http://rt.con.com/ >> >> You should see useful error messages either on your screen or in the log. >> >> > > -- > > > > > > 7 Marlborough Close > Maidenhead > Berkshire > SL6 4LP > United Kingdom > > Telephone: +44 (01628) 675 978 > Facsimile: +44 (07092) 289 990 > Mobile Phone: +44 (07703) 503 733 > Skype ID: fullnetsolutionsltd Kobus > Bensch: kbensch at fullnet.co.uk > > Information: info at fullnet.co.uk> > > Sales Team: fslsales at fullnet.co.uk > > WWW: http://www.fullnet.co.uk > > Registered in England & Wales, Company Number 3568937 > > VAT registration number: UK 714 7309 42 > > E & O.E. All prices exclude VAT & Carriage unless otherwise specified. > > This email and any files transmitted with it are confidential and > intended solely for the use of the individual or entity to whom they > are addressed. If you have received this email in error please notify > the system administrator by emailing admin at fullnet.co.uk with the > subject "eMail Confidentiality Query!" > . > > The content of this email does not necessarily reflect the views or > opinions of Fullnet Solutions Limited. If you have any queries or > complaints please email info at fullnet.co.uk with the subject "eMail > Comment/Complaint Query!" > . > > This footnote also confirms that this email message has been scanned > for the presence of computer viruses. Fullnet Solutions Limited can > however not be held responsible for any virus infections on the > recipients or any other systems. For more information regarding the > solutions Fullnet has to offer please email sales at fullnet.co.uk with > the subject "Sales Query!" > . > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From justin at brighton.ac.uk Wed Nov 12 15:36:41 2008 From: justin at brighton.ac.uk (justin at brighton.ac.uk) Date: Wed, 12 Nov 2008 20:36:41 +0000 Subject: [rt-users] RT e-mail address listed as one-time Cc and Bcc checkbox In-Reply-To: References: <49196C23.4070504@brighton.ac.uk> <20081111234326.GE369@31b.local> <491AAF7E.5050504@brighton.ac.uk> Message-ID: <491B3E59.9080907@brighton.ac.uk> Hi Jerrad, Yes, e-mails are actually being sent to the e-mail address configured in RT. Best regards, Justin Jerrad Pierce wrote: > Are messages actually being sent to the RT address? > For a while we had people sending messages to > > rt at longdomain.example.org which were forwarded to > rt at short.example.org. In this instance, RT added > @longdomain to the CC list > -------------- next part -------------- An HTML attachment was scrubbed... URL: From wcyoung at buffalo.edu Wed Nov 12 15:30:13 2008 From: wcyoung at buffalo.edu (Young Wes) Date: Wed, 12 Nov 2008 15:30:13 -0500 Subject: [rt-users] RT 3.8.1 Cli Message-ID: Has anyone gotten the RT Cli tool to work (with the REST interface) via 3.8.1? It appears to work on my 3.7.xxx installation, but I get a 302 when trying to run it against 3.8.1... It's more than likely something really stupid i'm missing, but my searches are turning up dry today... Why would /REST/1.0/show redirect me to selfService?? Is that a feature? :) DEBUG: POST http://server/REST/1.0/show Content-Length: 274 Content-Type: multipart/form-data; boundary=xYzZY --xYzZY Content-Disposition: form-data; name="format" l --xYzZY Content-Disposition: form-data; name="id" ticket/new --xYzZY Content-Disposition: form-data; name="user" user --xYzZY Content-Disposition: form-data; name="pass" password --xYzZY-- HTTP/1.1 302 Found Connection: close Date: Wed, 12 Nov 2008 20:06:04 GMT Location: http://server/SelfService/ Server: Apache/2.2.3 (Red Hat) Content-Length: 334 Content-Type: text/html; charset=iso-8859-1 Client-Date: Wed, 12 Nov 2008 20:06:04 GMT Client-Peer: XXXXXXX:80 Client-Response-Num: 1 Title: 302 Found 302 Found

Found

The document has moved here.

Apache/2.2.3 (Red Hat) Server at server Port 80
rt: Server error: Found (302) -- Wes http://claimid.com/wesyoung -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2444 bytes Desc: not available URL: From sgolby at register.com Wed Nov 12 16:00:00 2008 From: sgolby at register.com (Scott Golby) Date: Wed, 12 Nov 2008 16:00:00 -0500 Subject: [rt-users] Cosmetic Issues 3.8 - WYSIWYG, Round corners, FCKeditor not showing Message-ID: Hi Everyone, Got couple of cosmetic issues I'm trying to solve with RT 3.8.1 1. Entering text in the WYSIWYG editor looks fine, I make the font big, change the color to Red - but when you view the ticket history it just shows as all the same size/font,

is gone, Red color is gone. (it is there in the Download (untitled) / with headers text/html, so RT did save it) 2. Message box height doesn't alter when I change it in preferences, or in RT_SiteConfig.pm, I suspect this issue is related to the FCKeditor, I've tried adjusting fckeditor.js FCKeditor.MinHeight = 400 ; as well but it doesn't seem to have the desired effect. 3. Using IE7 the rounded corners are missing, only working in Firefox. Not really show stopper issues, but most people use IE here & with the FCK window expanded the message box remaining is pretty tiny. Thanks, Scott From kbensch at fullnet.co.uk Wed Nov 12 16:25:21 2008 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Wed, 12 Nov 2008 21:25:21 +0000 Subject: [rt-users] EX_TEMPFAIL Error In-Reply-To: <491B3D5C.209@ucrwcu.rwc.uc.edu> References: <491B37DB.5010101@fullnet.co.uk> <491B3C1E.8050704@fullnet.co.uk> <491B3D5C.209@ucrwcu.rwc.uc.edu> Message-ID: <491B49C1.30302@fullnet.co.uk> Ok Thanks everyone for the suggestions. I have now fixed this and I understand what and why. Kobus Drew Barnes wrote: > I assume pointing a browser at http://rt.con.com leads to a working RT > installation? If not, this is your problem. > > Are you redirecting http requests to https with a rewrite rule? > > Kobus Bensch wrote: >> Hi >> I am currently getting this error on all messages. >> >> There is no errors in messages or rt.log. Just maillog. >> >> When I try >> >> echo hello |/opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action >> correspond --url http://rt.con.com >> >> I get >> An Error Occurred >> ================= >> >> 404 Not Found >> >> Which file was not found. No errors anywhere when I try this. Not >> even maillog. >> >> Lars Kellogg-Stedman wrote: >>>> I am now so sick of seeing this message and not able to sort it. Can >>>> anyone PLEASE tell me how to sort this out once and for all? >>>> >>> >>> Your RT log should have error message that correspond to this. Look >>> in /var/log/messages (assuming a reasonably common syslog >>> configuration), and make sure you're logging debug priority messages. >>> In RT_*Config.pm: >>> >>> Set($LogToSyslog , 'debug'); >>> >>> (But note recent messages to this list regarding the performance >>> impact of logging at this priority level). >>> >>> You should be able to trigger this problem on demand in order to >>> diagnose it. Get a copy of the message that triggered the error, and >>> then pipe it to: >>> >>> /opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action correspond >>> --url http://rt.con.com/ >>> >>> You should see useful error messages either on your screen or in the >>> log. >>> >>> >> >> -- >> >> >> >> >> >> 7 Marlborough Close >> Maidenhead >> Berkshire >> SL6 4LP >> United Kingdom >> >> Telephone: +44 (01628) 675 978 >> Facsimile: +44 (07092) 289 990 >> Mobile Phone: +44 (07703) 503 733 >> Skype ID: fullnetsolutionsltd >> Kobus Bensch: kbensch at fullnet.co.uk >> >> Information: info at fullnet.co.uk> >> >> Sales Team: fslsales at fullnet.co.uk >> >> WWW: http://www.fullnet.co.uk >> >> Registered in England & Wales, Company Number 3568937 >> >> VAT registration number: UK 714 7309 42 >> >> E & O.E. All prices exclude VAT & Carriage unless otherwise specified. >> >> This email and any files transmitted with it are confidential and >> intended solely for the use of the individual or entity to whom they >> are addressed. If you have received this email in error please notify >> the system administrator by emailing admin at fullnet.co.uk with the >> subject "eMail Confidentiality Query!" >> . >> >> The content of this email does not necessarily reflect the views or >> opinions of Fullnet Solutions Limited. If you have any queries or >> complaints please email info at fullnet.co.uk with the subject "eMail >> Comment/Complaint Query!" >> . >> >> >> This footnote also confirms that this email message has been scanned >> for the presence of computer viruses. Fullnet Solutions Limited can >> however not be held responsible for any virus infections on the >> recipients or any other systems. For more information regarding the >> solutions Fullnet has to offer please email sales at fullnet.co.uk with >> the subject "Sales Query!" >> . >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > -- 7 Marlborough Close Maidenhead Berkshire SL6 4LP United Kingdom Telephone: +44 (01628) 675 978 Facsimile: +44 (07092) 289 990 Mobile Phone: +44 (07703) 503 733 Skype ID: fullnetsolutionsltd Kobus Bensch: kbensch at fullnet.co.uk Information: info at fullnet.co.uk> Sales Team: fslsales at fullnet.co.uk WWW: http://www.fullnet.co.uk Registered in England & Wales, Company Number 3568937 VAT registration number: UK 714 7309 42 E & O.E. All prices exclude VAT & Carriage unless otherwise specified. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system administrator by emailing admin at fullnet.co.uk with the subject "eMail Confidentiality Query!" . The content of this email does not necessarily reflect the views or opinions of Fullnet Solutions Limited. If you have any queries or complaints please email info at fullnet.co.uk with the subject "eMail Comment/Complaint Query!" . This footnote also confirms that this email message has been scanned for the presence of computer viruses. Fullnet Solutions Limited can however not be held responsible for any virus infections on the recipients or any other systems. For more information regarding the solutions Fullnet has to offer please email sales at fullnet.co.uk with the subject "Sales Query!" . -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logonew.jpg Type: image/jpeg Size: 18406 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 258 bytes Desc: OpenPGP digital signature URL: From kbensch at fullnet.co.uk Wed Nov 12 16:31:10 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Wed, 12 Nov 2008 21:31:10 +0000 Subject: [rt-users] Login screen after each click Message-ID: <491B4B1E.20203@fullnet.co.uk> Hi Hopefully one last issue from me. I have now sorted the EX-TEMPFAIL issue, but I have been and still am experiencing issues where with each click I am asked to login again. Thanks to EX_TEMPFAIL, this has not been important, but now I need to fix that. Any suggestions anyone please. Thanks Kobus -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 258 bytes Desc: OpenPGP digital signature URL: From curtisb at vianet.ca Wed Nov 12 16:44:50 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Wed, 12 Nov 2008 16:44:50 -0500 Subject: [rt-users] Login screen after each click In-Reply-To: <491B4B1E.20203@fullnet.co.uk> References: <491B4B1E.20203@fullnet.co.uk> Message-ID: <491B4E52.9070704@vianet.ca> I would suggest checking the mailing list archives, I believe it's related to Apache::Session (assuming you aren't using an external auth) .. it works for me so I'm not sure the issue, also make sure you have cookies enabled. Kobus Bensch - No Sig wrote: > Hi > > Hopefully one last issue from me. > > I have now sorted the EX-TEMPFAIL issue, but I have been and still am > experiencing issues where with each click I am asked to login again. > Thanks to EX_TEMPFAIL, this has not been important, but now I need to > fix that. Any suggestions anyone please. > > Thanks > > Kobus > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jtollerton at zoominternet.net Wed Nov 12 16:49:00 2008 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Wed, 12 Nov 2008 16:49:00 -0500 Subject: [rt-users] Login screen after each click In-Reply-To: <491B4B1E.20203@fullnet.co.uk> References: <491B4B1E.20203@fullnet.co.uk> Message-ID: <491B4F4C.7030100@zoominternet.net> You most likely need to upgrade the schema of the database if you're on mysql 5. Even if you were on mysql 5 prior to the upgrade, you still have to follow the upgrade instructions. Hopefully they'll consider more clear wording in the docs in the next release! Kobus Bensch - No Sig wrote: > Hi > > Hopefully one last issue from me. > > I have now sorted the EX-TEMPFAIL issue, but I have been and still am > experiencing issues where with each click I am asked to login again. > Thanks to EX_TEMPFAIL, this has not been important, but now I need to > fix that. Any suggestions anyone please. > > Thanks > > Kobus > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Nov 12 18:24:36 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 13 Nov 2008 02:24:36 +0300 Subject: [rt-users] RT e-mail address listed as one-time Cc and Bcc checkbox In-Reply-To: <491B3E59.9080907@brighton.ac.uk> References: <49196C23.4070504@brighton.ac.uk> <20081111234326.GE369@31b.local> <491AAF7E.5050504@brighton.ac.uk> <491B3E59.9080907@brighton.ac.uk> Message-ID: <589c94400811121524y2db5c9dalbd41ff3114e1977d@mail.gmail.com> Then you both misconfigured RTAddressRegexp option in the RT config. On Wed, Nov 12, 2008 at 11:36 PM, wrote: > Hi Jerrad, > Yes, e-mails are actually being sent to the e-mail address configured in RT. > > Best regards, > Justin > > Jerrad Pierce wrote: > > Are messages actually being sent to the RT address? > For a while we had people sending messages to > > rt at longdomain.example.org which were forwarded to > rt at short.example.org. In this instance, RT added > @longdomain to the CC list > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Nov 12 20:57:27 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 13 Nov 2008 04:57:27 +0300 Subject: [rt-users] Login screen after each click In-Reply-To: <491B4F4C.7030100@zoominternet.net> References: <491B4B1E.20203@fullnet.co.uk> <491B4F4C.7030100@zoominternet.net> Message-ID: <589c94400811121757q48f11d4at39bb729670250c43@mail.gmail.com> Is text from repository [1] clear enough? [1] http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/UPGRADING.mysql On Thu, Nov 13, 2008 at 12:49 AM, Jon Tollerton wrote: > You most likely need to upgrade the schema of the database if you're on > mysql 5. Even if you were on mysql 5 prior to the upgrade, you still have > to follow the upgrade instructions. Hopefully they'll consider more clear > wording in the docs in the next release! > > Kobus Bensch - No Sig wrote: > > Hi > > Hopefully one last issue from me. > > I have now sorted the EX-TEMPFAIL issue, but I have been and still am > experiencing issues where with each click I am asked to login again. > Thanks to EX_TEMPFAIL, this has not been important, but now I need to > fix that. Any suggestions anyone please. > > Thanks > > Kobus > > > > ________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From racke at linuxia.de Thu Nov 13 02:37:49 2008 From: racke at linuxia.de (Stefan Hornburg) Date: Thu, 13 Nov 2008 08:37:49 +0100 Subject: [rt-users] Login screen after each click In-Reply-To: <589c94400811121757q48f11d4at39bb729670250c43@mail.gmail.com> References: <491B4B1E.20203@fullnet.co.uk> <491B4F4C.7030100@zoominternet.net> <589c94400811121757q48f11d4at39bb729670250c43@mail.gmail.com> Message-ID: <491BD94D.7030308@linuxia.de> Ruslan Zakirov wrote: > Is text from repository [1] clear enough? > > [1] http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/UPGRADING.mysql The MySQL schema change is not mentioned at all in the README. In my opinion that is really a mistake and led many people omitting the schema change (including me). We just didn't get there at all. And UPGRADING.mysql doesn't sound that urgent to setups running current MySQL versions. Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team From mike.peachey at jennic.com Thu Nov 13 04:39:07 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 13 Nov 2008 09:39:07 +0000 Subject: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D469A4@pcsexch.phillycarshare.loc> References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc><49145394.70704@jennic.com><112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18CFD7BF@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D469A4@pcsexch.phillycarshare.loc> Message-ID: <491BF5BB.5040702@jennic.com> Robert Munsch wrote: > Still experiencing this. Not sure what's going on. Any attempt at > login for any user - root or otherwise - gets this: > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > h/autohandler/Auth line 39. > > The difference being only that if I tried logging in as a user that > doesn't exist yet and should be looked up in AD, refreshing the page > gives me the login screen again: and if I tried logging in as root, it > says line 89 instead of 39 and refreshing the page gives me RT at a > glance successfully. > > Very confused. I would really like to help, but I'm having difficulty seeing where the problem might be. It's very much a perl/systemconfiguration/rt-core problem - I'm much better on ExternalAuth issues. >> You might want to try, as the user your web server runs as, >> not root: >> perl -I/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib - > MRT::Authen::ExternalAuth -e1 > > Did that. No apparent output: just hangs until I ctrl-C. This could be telling.. though I'm not sure what of. I know this has probably been mentioned before, but just in case it's worth at least suggesting: chown -R apache:apache /opt/rt3 (or whatever is your web user, web group and $RTHOME). -- 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 kbensch at fullnet.co.uk Thu Nov 13 04:58:52 2008 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Thu, 13 Nov 2008 09:58:52 +0000 Subject: [rt-users] Login screen after each click In-Reply-To: <491B4F4C.7030100@zoominternet.net> References: <491B4B1E.20203@fullnet.co.uk> <491B4F4C.7030100@zoominternet.net> Message-ID: <20081113095852.qaspn38ym8wggw0o@www.fullnet.co.uk> Hi If I have already done this and I do it again, will it cause some further issues? Kobus Quoting Jon Tollerton : > You most likely need to upgrade the schema of the database if you're on > mysql 5.? Even if you were on mysql 5 prior to the upgrade, you still > have to follow the upgrade instructions.? Hopefully they'll consider > more clear wording in the docs in the next release! > > Kobus Bensch - No Sig wrote: >> Hi >> >> Hopefully one last issue from me. >> >> I have now sorted the EX-TEMPFAIL issue, but I have been and still am >> experiencing issues where with each click I am asked to login again. >> Thanks to EX_TEMPFAIL, this has not been important, but now I need to >> fix that. Any suggestions anyone please. >> >> Thanks >> >> Kobus >> >> ? ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users[1] >> >> Community help: http://wiki.bestpractical.com[2] >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly? >> Media. Buy a copy at http://rtbook.bestpractical.com[3] -- Kobus Bensch Fullnet Solutions Limited 7 Marlborough Close Maidenhead Berkshire SL6 4LP Tel: 01628 675978 Fax: 07092 289990 My Email: kbensch at fullnet.co.uk Info Email: info at fullnet.co.uk Links: ------ [1] http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users [2] http://wiki.bestpractical.com/ [3] http://rtbook.bestpractical.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin at brighton.ac.uk Thu Nov 13 05:01:27 2008 From: justin at brighton.ac.uk (justin at brighton.ac.uk) Date: Thu, 13 Nov 2008 10:01:27 +0000 Subject: [rt-users] RT e-mail address listed as one-time Cc and Bcc checkbox In-Reply-To: <589c94400811121524y2db5c9dalbd41ff3114e1977d@mail.gmail.com> References: <49196C23.4070504@brighton.ac.uk> <20081111234326.GE369@31b.local> <491AAF7E.5050504@brighton.ac.uk> <491B3E59.9080907@brighton.ac.uk> <589c94400811121524y2db5c9dalbd41ff3114e1977d@mail.gmail.com> Message-ID: <491BFAF7.5090509@brighton.ac.uk> I haven't configured $RTAddressRegexp (or $ParseNewMessageForTicketCcs) in my RT_SiteConfig.pm. I just specifically set $RTAddressRegexp with a regular expression to catch all RT addresses (global and queue specific) and the addresses no longer show when adding a reply or comment in the web interface, but surely RT should automatically exclude globally configured _and_ queue specific correspondence and comment e-mail addresses without the need to configure these manually? We do have two domain names, but I use $CanonicalizeEmailAddressMatch and $CanonicalizeEmailAddressReplace to rewrite bton.ac.uk to brighton.ac.uk (RT_Config.pm suggests this is /just/ for RT/User.pm?): Set($CanonicalizeEmailAddressMatch , '@bton\.ac\.uk$'); Set($CanonicalizeEmailAddressReplace , '@brighton.ac.uk'); Either way, we don't have any e-mail addresses that forward mail to RT. And all e-mail with the bton.ac.uk domain is rewritten at the mail hub to brighton.ac.uk. Example headers from a comment transaction in a ticket: Received: from mail.bton.ac.uk ([194.83.112.64] helo=mail.brighton.ac.uk) by rt.bton.ac.uk with esmtp (Exim 4.63) (envelope-from ) id 1KIJx8-0003by-3f for rt-comment at rt.brighton.ac.uk; Mon, 14 Jul 2008 10:02:38 +0100 To: My correspond and comment addresses are configured as: Set($CorrespondAddress , 'rt at brighton.ac.uk'); Set($CommentAddress , 'rt-comment at brighton.ac.uk'); Best regards, Justin University of Brighton. Ruslan Zakirov wrote: > Then you both misconfigured RTAddressRegexp option in the RT config. > > On Wed, Nov 12, 2008 at 11:36 PM, wrote: > >> Hi Jerrad, >> Yes, e-mails are actually being sent to the e-mail address configured in RT. >> >> Best regards, >> Justin >> >> Jerrad Pierce wrote: >> >> Are messages actually being sent to the RT address? >> For a while we had people sending messages to >> >> rt at longdomain.example.org which were forwarded to >> rt at short.example.org. In this instance, RT added >> @longdomain to the CC list >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.obrien at hotonline.com Thu Nov 13 06:43:50 2008 From: david.obrien at hotonline.com (David O'Brien) Date: Thu, 13 Nov 2008 11:43:50 +0000 Subject: [rt-users] assigning tickets Message-ID: <1226576630.2628.58.camel@razor.dmnhotrec.net> Hi Gabe, We were experiencing the same issue. After assigning the required privileges to members/groups of the queue, The only option available in the owner field was either "Nobody" or the ticket owner. After a little bit of research, we discovered there is a bug in perl module DBIx::SearchBuilder v1.48 which is used to populate the owners field. Upgrading to DBIx::SearchBuilder v1.54 has fixed the issue for us. You can see the change logs for DBIx::SearchBuilder here: http://search.cpan.org/src/JESSE/DBIx-SearchBuilder-1.54/Changes Hope this helps, Dave > > > David O'Brien System Administrator www.thehotonlinenetwork.com d: t: 0845 4680 568 f: 0845 4680 868 m: Beaumont House, Kensington Village, Avonmore Road, London, W14 8TS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - This message is sent in confidence for the addressee only. It may contain privileged information. The contents are not to be disclosed to anyone other than the addressee. Unauthorised recipients are requested to preserve this confidentiality and to advise us of any errors in transmission. Thank you. hotonline ltd is registered in England & Wales. Registered office: One Canada Square, Canary Wharf, London E14 5AP. Registered No: 1904765. From gcadieux at securetechnologies.ca Thu Nov 13 09:00:55 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 13 Nov 2008 09:00:55 -0500 Subject: [rt-users] assigning tickets In-Reply-To: <1226576630.2628.58.camel@razor.dmnhotrec.net> Message-ID: <280541245EBA5E4C8962C64B522AFE9A405419@sticore.securetechnologies.ca.local> hey dave, i was/am already running DBIx::SearchBuilder 1.54. i actually fixed this issue a while back; my problem was rooted in the fact that none of my users had the "OwnTicket" permission assigned to them (even root, which only had "superuser" assigned to it). thanks for the reply though :) -gabe -----Original Message----- From: David O'Brien [mailto:david.obrien at hotonline.com] Sent: Thursday, November 13, 2008 6:44 AM To: rt-users at lists.bestpractical.com Cc: Gabriel Cadieux Subject: Re: assigning tickets Hi Gabe, We were experiencing the same issue. After assigning the required privileges to members/groups of the queue, The only option available in the owner field was either "Nobody" or the ticket owner. After a little bit of research, we discovered there is a bug in perl module DBIx::SearchBuilder v1.48 which is used to populate the owners field. Upgrading to DBIx::SearchBuilder v1.54 has fixed the issue for us. You can see the change logs for DBIx::SearchBuilder here: http://search.cpan.org/src/JESSE/DBIx-SearchBuilder-1.54/Changes Hope this helps, Dave > > > David O'Brien System Administrator www.thehotonlinenetwork.com d: t: 0845 4680 568 f: 0845 4680 868 m: Beaumont House, Kensington Village, Avonmore Road, London, W14 8TS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - This message is sent in confidence for the addressee only. It may contain privileged information. The contents are not to be disclosed to anyone other than the addressee. Unauthorised recipients are requested to preserve this confidentiality and to advise us of any errors in transmission. Thank you. hotonline ltd is registered in England & Wales. Registered office: One Canada Square, Canary Wharf, London E14 5AP. Registered No: 1904765. From allen.chen at csagroupllc.com Thu Nov 13 12:16:34 2008 From: allen.chen at csagroupllc.com (Allen Chen) Date: Thu, 13 Nov 2008 12:16:34 -0500 Subject: [rt-users] New to rt, sendmail Message-ID: <1226596594.28876.7.camel@achen> Hi, I seem to be having a lot of trouble setting up the email configuration. I actually don't really seem to know what's going on... Does the server which rt is set up on have to be a webserver w/ a domain name? I looked into some webservers and it seemed that they wouldn't let me install rt on it. I set up rt on a local server, and was able to get apache to work. When I started a new ticket i received an email to myself from "The default queue via RT ." How do I send email back to rt? Where do I change example.org? Thanks, Allen From dominic.hargreaves at oucs.ox.ac.uk Thu Nov 13 13:38:04 2008 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 13 Nov 2008 18:38:04 +0000 Subject: [rt-users] [FIXED] deactivate_scrip / QueueDeactivatedScrip functionality in RT 3.8? In-Reply-To: <20081112175612.GM394@gunboat-diplomat.oucs.ox.ac.uk> References: <20081112175612.GM394@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20081113183804.GK9366@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Nov 12, 2008 at 05:56:12PM +0000, Dominic Hargreaves wrote: > I'm working on upgrading an RT3.4 instance to RT3.8. One of the > extensions already in use is the above mentioned patch/extension. > > The most recent version of this appears to be > > http://page.mi.fu-berlin.de/pape/rt3/patches/rt/deactivate_scrip-3.6.patch > > and I had a quick go applying the patch to 3.8, but unsurprisingly this > doesn't work straight off. Before I dive into porting this, has anyone > already done it? I've completed this port without too much hassle. Patch against RT 3.8.1, and schema files, here: http://users.ox.ac.uk/~dom/patches/rt/3.8/deactivate_scrip/ It could probably be cleaned up to be more consistent with modern RT standards (especially share/html/Admin/Elements/EditScrips) but is functional. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- diff -urN request-tracker3.8-3.8.1.orig/lib/RT/QueueDeactivatedScrip_Overlay.pm request-tracker3.8-3.8.1/lib/RT/QueueDeactivatedScrip_Overlay.pm --- request-tracker3.8-3.8.1.orig/lib/RT/QueueDeactivatedScrip_Overlay.pm 1970-01-01 01:00:00.000000000 +0100 +++ request-tracker3.8-3.8.1/lib/RT/QueueDeactivatedScrip_Overlay.pm 2008-11-12 16:56:18.000000000 +0000 @@ -0,0 +1,49 @@ +=head1 SYNOPSIS + +=head1 DESCRIPTION + +=head1 METHODS + +=cut + +use strict; +no warnings qw(redefine); + +sub GlobalScripStatus { + my $self = shift; + my $ScripId = shift; + + $self->LoadByCols( QueueId => 0, ScripId => $ScripId ); + + return ( $self->Status || 'active' ); +} + +sub QueueScripLocalStatus { + my $self = shift; + my $QueueId = shift; + my $ScripId = shift; + + $self->LoadByCols( QueueId => $QueueId, ScripId => $ScripId ); + + return ( $self->Status || 'inherited' ); +} + +sub QueueScripStatus { + my $self = shift; + my $QueueId = shift; + my $ScripId = shift; + + $self->LoadByCols( QueueId => $QueueId, ScripId => $ScripId ); + + return ( $self->Status || $self->GlobalScripStatus($ScripId) ); +} + +sub ScripIsDeactivatedForQueue { + my $self = shift; + my $QueueId = shift; + my $ScripId = shift; + + return ( $self->QueueScripStatus($QueueId, $ScripId) =~ /^(deactivated|inactive)$/ ); +} + +1; diff -urN request-tracker3.8-3.8.1.orig/lib/RT/QueueDeactivatedScrip.pm request-tracker3.8-3.8.1/lib/RT/QueueDeactivatedScrip.pm --- request-tracker3.8-3.8.1.orig/lib/RT/QueueDeactivatedScrip.pm 1970-01-01 01:00:00.000000000 +0100 +++ request-tracker3.8-3.8.1/lib/RT/QueueDeactivatedScrip.pm 2007-05-16 16:10:21.000000000 +0100 @@ -0,0 +1,236 @@ +# BEGIN LICENSE BLOCK +# +# Copyright (c) 1996-2003 Jesse Vincent +# +# (Except where explictly superceded by other copyright notices) +# +# This work is made available to you under the terms of Version 2 of +# the GNU General Public License. A copy of that license should have +# been provided with this software, but in any event can be snarfed +# from www.gnu.org. +# +# This work is distributed in the hope that it will be useful, but +# WITHOUT ANY WARRANTY; without even the implied warranty of +# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU +# General Public License for more details. +# +# Unless otherwise specified, all modifications, corrections or +# extensions to this work which alter its source code become the +# property of Best Practical Solutions, LLC when submitted for +# inclusion in the work. +# +# +# END LICENSE BLOCK + +# Autogenerated by DBIx::SearchBuilder factory (by ) +# WARNING: THIS FILE IS AUTOGENERATED. ALL CHANGES TO THIS FILE WILL BE LOST. +# +# !! DO NOT EDIT THIS FILE !! +# + +use strict; + + +=head1 NAME + +RT::QueueDeactivatedScrip + + +=head1 SYNOPSIS + +=head1 DESCRIPTION + +=head1 METHODS + +=cut + +package RT::QueueDeactivatedScrip; +use RT::Record; + + +use vars qw( @ISA ); + at ISA= qw( RT::Record ); + +sub _Init { + my $self = shift; + + $self->Table('QueueDeactivatedScrips'); + $self->SUPER::_Init(@_); +} + + + + + +=head2 Create PARAMHASH + +Create takes a hash of values and creates a row in the database: + + int(11) 'QueueId'. + int(11) 'ScripId'. + varchar(15) 'Status' defaults to 'deactivated'. + varchar(255) 'Description'. + +=cut + + + + +sub Create { + my $self = shift; + my %args = ( + QueueId => '0', + ScripId => '0', + Status => 'deactivated', + Description => '', + + @_); + $self->SUPER::Create( + QueueId => $args{'QueueId'}, + ScripId => $args{'ScripId'}, + Status => $args{'Status'}, + Description => $args{'Description'}, +); + +} + + + +=head2 id + +Returns the current value of id. +(In the database, id is stored as int(11).) + + +=cut + + +=head2 QueueId + +Returns the current value of QueueId. +(In the database, QueueId is stored as int(11).) + + + +=head2 SetQueueId VALUE + + +Set QueueId to VALUE. +Returns (1, 'Status message') on success and (0, 'Error Message') on failure. +(In the database, QueueId will be stored as a int(11).) + + +=cut + + +=head2 ScripId + +Returns the current value of ScripId. +(In the database, ScripId is stored as int(11).) + + + +=head2 SetScripId VALUE + + +Set ScripId to VALUE. +Returns (1, 'Status message') on success and (0, 'Error Message') on failure. +(In the database, ScripId will be stored as a int(11).) + + +=cut + + +=head2 Status + +Returns the current value of Status. +(In the database, Status is stored as varchar(15).) + + + +=head2 SetStatus VALUE + + +Set Status to VALUE. +Returns (1, 'Status message') on success and (0, 'Error Message') on failure. +(In the database, Status will be stored as a varchar(15).) + + +=cut + + +=head2 Description + +Returns the current value of Description. +(In the database, Description is stored as varchar(255).) + + + +=head2 SetDescription VALUE + + +Set Description to VALUE. +Returns (1, 'Status message') on success and (0, 'Error Message') on failure. +(In the database, Description will be stored as a varchar(255).) + + +=cut + + + +sub _ClassAccessible { + { + + id => + {read => 1, type => 'int(11)', default => ''}, + QueueId => + {read => 1, write => 1, type => 'int(11)', default => '0'}, + ScripId => + {read => 1, write => 1, type => 'int(11)', default => '0'}, + Status => + {read => 1, write => 1, type => 'varchar(15)', default => 'deactivated'}, + Description => + {read => 1, write => 1, type => 'varchar(255)', default => ''}, + + } +}; + + + eval "require RT::QueueDeactivatedScrip_Overlay"; + if ($@ && $@ !~ qr{^Can't locate RT/QueueDeactivatedScrip_Overlay.pm}) { + die $@; + }; + + eval "require RT::QueueDeactivatedScrip_Vendor"; + if ($@ && $@ !~ qr{^Can't locate RT/QueueDeactivatedScrip_Vendor.pm}) { + die $@; + }; + + eval "require RT::QueueDeactivatedScrip_Local"; + if ($@ && $@ !~ qr{^Can't locate RT/QueueDeactivatedScrip_Local.pm}) { + die $@; + }; + + + + +=head1 SEE ALSO + +This class allows "overlay" methods to be placed +into the following files _Overlay is for a System overlay by the original author, +_Vendor is for 3rd-party vendor add-ons, while _Local is for site-local customizations. + +These overlay files can contain new subs or subs to replace existing subs in this module. + +If you'll be working with perl 5.6.0 or greater, each of these files should begin with the line + + no warnings qw(redefine); + +so that perl does not kick and scream when you redefine a subroutine or variable in your overlay. + +RT::QueueDeactivatedScrip_Overlay, RT::QueueDeactivatedScrip_Vendor, RT::QueueDeactivatedScrip_Local + +=cut + + +1; diff -urN request-tracker3.8-3.8.1.orig/lib/RT/QueueDeactivatedScrips.pm request-tracker3.8-3.8.1/lib/RT/QueueDeactivatedScrips.pm --- request-tracker3.8-3.8.1.orig/lib/RT/QueueDeactivatedScrips.pm 1970-01-01 01:00:00.000000000 +0100 +++ request-tracker3.8-3.8.1/lib/RT/QueueDeactivatedScrips.pm 2007-05-16 16:10:21.000000000 +0100 @@ -0,0 +1,116 @@ +# BEGIN LICENSE BLOCK +# +# Copyright (c) 1996-2003 Jesse Vincent +# +# (Except where explictly superceded by other copyright notices) +# +# This work is made available to you under the terms of Version 2 of +# the GNU General Public License. A copy of that license should have +# been provided with this software, but in any event can be snarfed +# from www.gnu.org. +# +# This work is distributed in the hope that it will be useful, but +# WITHOUT ANY WARRANTY; without even the implied warranty of +# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU +# General Public License for more details. +# +# Unless otherwise specified, all modifications, corrections or +# extensions to this work which alter its source code become the +# property of Best Practical Solutions, LLC when submitted for +# inclusion in the work. +# +# +# END LICENSE BLOCK + +# Autogenerated by DBIx::SearchBuilder factory (by ) +# WARNING: THIS FILE IS AUTOGENERATED. ALL CHANGES TO THIS FILE WILL BE LOST. +# +# !! DO NOT EDIT THIS FILE !! +# + +use strict; + + +=head1 NAME + + RT::QueueDeactivatedScrips -- Class Description + +=head1 SYNOPSIS + + use RT::QueueDeactivatedScrips + +=head1 DESCRIPTION + + +=head1 METHODS + +=cut + +package RT::QueueDeactivatedScrips; + +use RT::SearchBuilder; +use RT::QueueDeactivatedScrip; + +use vars qw( @ISA ); + at ISA= qw(RT::SearchBuilder); + + +sub _Init { + my $self = shift; + $self->{'table'} = 'QueueDeactivatedScrips'; + $self->{'primary_key'} = 'id'; + + + return ( $self->SUPER::_Init(@_) ); +} + + +=head2 NewItem + +Returns an empty new RT::QueueDeactivatedScrip item + +=cut + +sub NewItem { + my $self = shift; + return(RT::QueueDeactivatedScrip->new($self->CurrentUser)); +} + + eval "require RT::QueueDeactivatedScrips_Overlay"; + if ($@ && $@ !~ qr{^Can't locate RT/QueueDeactivatedScrips_Overlay.pm}) { + die $@; + }; + + eval "require RT::QueueDeactivatedScrips_Vendor"; + if ($@ && $@ !~ qr{^Can't locate RT/QueueDeactivatedScrips_Vendor.pm}) { + die $@; + }; + + eval "require RT::QueueDeactivatedScrips_Local"; + if ($@ && $@ !~ qr{^Can't locate RT/QueueDeactivatedScrips_Local.pm}) { + die $@; + }; + + + + +=head1 SEE ALSO + +This class allows "overlay" methods to be placed +into the following files _Overlay is for a System overlay by the original author, +_Vendor is for 3rd-party vendor add-ons, while _Local is for site-local customizations. + +These overlay files can contain new subs or subs to replace existing subs in this module. + +If you'll be working with perl 5.6.0 or greater, each of these files should begin with the line + + no warnings qw(redefine); + +so that perl does not kick and scream when you redefine a subroutine or variable in your overlay. + +RT::QueueDeactivatedScrips_Overlay, RT::QueueDeactivatedScrips_Vendor, RT::QueueDeactivatedScrips_Local + +=cut + + +1; diff -urN request-tracker3.8-3.8.1.orig/lib/RT/Scrip_Overlay.pm request-tracker3.8-3.8.1/lib/RT/Scrip_Overlay.pm --- request-tracker3.8-3.8.1.orig/lib/RT/Scrip_Overlay.pm 2008-08-18 16:14:11.000000000 +0100 +++ request-tracker3.8-3.8.1/lib/RT/Scrip_Overlay.pm 2008-11-13 12:52:52.000000000 +0000 @@ -364,6 +364,19 @@ @_ ); my $return; + + require RT::QueueDeactivatedScrip; + my $info = new RT::QueueDeactivatedScrip( $self->CurrentUser ); + my $ticket = $args{'TicketObj'}; + if ( $ticket && $ticket->QueueObj && + $info->ScripIsDeactivatedForQueue( $ticket->QueueObj->Id, $self->Id ) ) { + $RT::Logger->info( "Scrip ".$self->Id." has NOT been applied, since it is deactivated for Queue ".$ticket->QueueObj->Name ); + $self->ConditionObj->DESTROY; + return (undef); + } else { + $RT::Logger->debug( "Scrip ".$self->Id." has been applied, since it is not deactivated for Queue ".$ticket->QueueObj->Name ); + } + eval { my @Transactions; diff -urN request-tracker3.8-3.8.1.orig/share/html/Admin/Elements/DeactivateGlobalScrips request-tracker3.8-3.8.1/share/html/Admin/Elements/DeactivateGlobalScrips --- request-tracker3.8-3.8.1.orig/share/html/Admin/Elements/DeactivateGlobalScrips 1970-01-01 01:00:00.000000000 +0100 +++ request-tracker3.8-3.8.1/share/html/Admin/Elements/DeactivateGlobalScrips 2008-11-13 13:24:11.000000000 +0000 @@ -0,0 +1,109 @@ +%# BEGIN LICENSE BLOCK +%# +%# Copyright (c) 1996-2003 Jesse Vincent +%# +%# (Except where explictly superceded by other copyright notices) +%# +%# This work is made available to you under the terms of Version 2 of +%# the GNU General Public License. A copy of that license should have +%# been provided with this software, but in any event can be snarfed +%# from www.gnu.org. +%# +%# This work is distributed in the hope that it will be useful, but +%# WITHOUT ANY WARRANTY; without even the implied warranty of +%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU +%# General Public License for more details. +%# +%# Unless otherwise specified, all modifications, corrections or +%# extensions to this work which alter its source code become the +%# property of Best Practical Solutions, LLC when submitted for +%# inclusion in the work. +%# +%# +%# END LICENSE BLOCK +<& /Elements/ListActions, actions => \@actions &> +
+ +

<&|/l&>Scrips which apply to all queues:

+% if ($Scrips->Count == 0 ) { +

<&|/l&>(No scrips)

+% } else { + +% if ($QueueId) { + + + + + + +% } +% while (my $scrip = $Scrips->Next ) { + +% if ($QueueId) { +% my $status=$info->QueueScripLocalStatus( $QueueId, $scrip->Id); + + + +% } + + +% } +
<&|/l&>inherit<&|/l&>on<&|/l&>off<&|/l&>(select status for queue: inherited, activated, deactivated)
+ /> (<%loc( $info->GlobalScripStatus( $scrip->Id))%>) + + /> + + /> + +<% $scrip->Description || "(".loc('no value').")" |n %>
+<&|/l, loc($scrip->ConditionObj->Name), loc($scrip->ActionObj->Name), loc($scrip->TemplateObj->Name) &>[_1] [_2] with template [_3] +
+% } +<& /Elements/Submit, + Caption => loc("Update scrips status for this queue"), + Label => loc("Update status") &> +
+<%init> +my (@actions); +my $Scrips = RT::Scrips->new($session{'CurrentUser'}); +$Scrips->LimitToGlobal(); +$Scrips->OrderBy( FIELD => 'description' ); +my $QueueObj = RT::Queue->new($session{'CurrentUser'}); +if ($id) { + $QueueObj->Load($id); +} +my $QueueId = $QueueObj->id; + +require RT::QueueDeactivatedScrip; +my $info = new RT::QueueDeactivatedScrip($session{'CurrentUser'}); +while (my $scrip = $Scrips->Next ) { + my $ScripId = $scrip->Id; + my $oldstatus = $info->QueueScripLocalStatus( $QueueId, $ScripId ); + my $status=$ARGS{"Status-$ScripId"}; + + if ($status && $status ne $oldstatus) { + my ($retval, $msg) = (1,undef); + if ($status eq 'inherited') { + ($retval, $msg) = $info->Delete(); + } else { + if (! $info->Id) { + ($retval, $msg) = $info->Create( QueueId => $QueueId, + ScripId => $ScripId, + Description => 'by admininterface' ); + } + if ($retval) { + ($retval, $msg) = $info->SetStatus( $status ); + } + } + if ($retval) { + push @actions, loc("Scrip status set to [_1]", loc($status)); + } else { + push @actions, $msg; + } + } +} + + +<%ARGS> +$id => undef + diff -urN request-tracker3.8-3.8.1.orig/share/html/Admin/Elements/EditScrips request-tracker3.8-3.8.1/share/html/Admin/Elements/EditScrips --- request-tracker3.8-3.8.1.orig/share/html/Admin/Elements/EditScrips 2008-08-18 16:13:59.000000000 +0100 +++ request-tracker3.8-3.8.1/share/html/Admin/Elements/EditScrips 2008-11-13 13:19:14.000000000 +0000 @@ -51,26 +51,42 @@

<&|/l&>Current Scrips

-<& /Elements/CollectionList, - OrderBy => 'Description', - Order => 'ASC', - Rows => 100, - %ARGS, - Format => $Format, - DisplayFormat => "__CheckBox.{DeleteScrip}__, $Format", - Collection => $Scrips, - AllowSorting => 1, - PassArguments => [ qw(Query Format Rows Page Order OrderBy id) ], -&> - -% if ( $Scrips->Count ) { -

<&|/l&>(Check box to delete)

-% } else { +% if ( $Scrips->Count == 0 ) {

<&|/l&>(No scrips)

+% } else { + +

<&|/l&>(Check box to delete)

+ + + + + + +% while (my $scrip = $Scrips->Next ) { +% my $status=$info->GlobalScripStatus( $scrip->Id); + + + + + + +% } + +
<&|/l&>delete<&|/l&>on<&|/l&>off<&|/l&>(delete or select status for queue: active, inactive)
+ + + /> + + /> + +<% $scrip->Description || "(".loc('no value').")" |n %>
+<&|/l, loc($scrip->ConditionObj->Name), loc($scrip->ActionObj->Name), loc($scrip->TemplateObj->Name) &>[_1] [_2] with template [_3] +
+ % } <& /Elements/Submit, - Caption => loc("Delete selected scrips"), - Label => loc("Delete") + Caption => loc("Update status and delete selected scrips"), + Label => loc("Update/Delete") &> @@ -94,6 +110,8 @@ $Scrips->LimitToGlobal(); } +$Scrips->OrderBy( FIELD => 'description' ); + # {{{ deal with modifying and deleting existing scrips # we still support DeleteScrip-id format but array is preferred foreach my $id ( grep $_, @DeleteScrip, map /^DeleteScrip-(\d+)/, keys %ARGS ) { @@ -109,6 +127,36 @@ } # }}} +require RT::QueueDeactivatedScrip; +my $info = new RT::QueueDeactivatedScrip($session{'CurrentUser'}); +while (my $scrip = $Scrips->Next ) { + my $ScripId = $scrip->Id; + my $oldstatus = $info->GlobalScripStatus( $ScripId ); + my $status=$ARGS{"Status-$ScripId"}; + + if ($status && $status ne $oldstatus) { + my ($retval, $msg) = (1,undef); + if ($status eq 'active') { + ($retval, $msg) = $info->Delete(); + } else { + if (! $info->Id) { + ($retval, $msg) = $info->Create( QueueId => 0, + ScripId => $ScripId, + Description => 'by admininterface' ); + } + if ($retval) { + ($retval, $msg) = $info->SetStatus( $status ); + } + } + if ($retval) { + push @actions, loc("Scrip status set to [_1]", loc($status)); + } else { + push @actions, $msg; + } + } +} + + my $dir_path = $m->request_comp->dir_path; $Format ||= qq{'__id__/TITLE:#'} .qq{,'__Description__/TITLE:Description'} diff -urN request-tracker3.8-3.8.1.orig/share/html/Admin/Queues/Scrips.html request-tracker3.8-3.8.1/share/html/Admin/Queues/Scrips.html --- request-tracker3.8-3.8.1.orig/share/html/Admin/Queues/Scrips.html 2008-08-18 16:13:59.000000000 +0100 +++ request-tracker3.8-3.8.1/share/html/Admin/Queues/Scrips.html 2008-11-13 13:06:01.000000000 +0000 @@ -54,9 +54,7 @@ Title => $title &> % unless ( $QueueObj->Disabled ) { # Global scrips does not apply to disabled queues -

<&|/l&>Scrips which apply to all queues

-<& /Admin/Elements/ListGlobalScrips &> -
+<& /Admin/Elements/DeactivateGlobalScrips, %ARGS &> % } <& /Admin/Elements/EditScrips, title => $title, %ARGS &> <%init> From falcone at bestpractical.com Thu Nov 13 14:46:57 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Nov 2008 14:46:57 -0500 Subject: [rt-users] Cosmetic Issues 3.8 - WYSIWYG, Round corners, FCKeditor not showing In-Reply-To: References: Message-ID: On Nov 12, 2008, at 4:00 PM, Scott Golby wrote: > 1. Entering text in the WYSIWYG editor looks fine, I make the font > big, > change the color to Red - but when you view the ticket history it just > shows as all the same size/font,

is gone, Red color is gone. > (it is > there in the Download (untitled) / with headers text/html, so RT did > save it) There are fixes for this in 3.8-trunk which will be in 3.8.2 > 2. Message box height doesn't alter when I change it in preferences, > or > in RT_SiteConfig.pm, I suspect this issue is related to the FCKeditor, > I've tried adjusting fckeditor.js FCKeditor.MinHeight = 400 ; as well > but it doesn't seem to have the desired effect. There is a new config option for this which will be in 3.8.2 > 3. Using IE7 the rounded corners are missing, only working in Firefox. I believe this was to avoid using javascript to achieve rounded corners (firefox and safari have css support that make it easy). I'd be happy to see a patch for it. -kevin From falcone at bestpractical.com Thu Nov 13 14:49:52 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Nov 2008 14:49:52 -0500 Subject: [rt-users] RT 3.8.1 Cli In-Reply-To: References: Message-ID: On Nov 12, 2008, at 3:30 PM, Young Wes wrote: > Has anyone gotten the RT Cli tool to work (with the REST interface) > via 3.8.1? It appears to work on my 3.7.xxx installation, but I get > a 302 when trying to run it against 3.8.1... > > It's more than likely something really stupid i'm missing, but my > searches are turning up dry today... Why would /REST/1.0/show > redirect me to selfService?? Is that a feature? :) Is the user you're logging in as Unprivileged ? You also may want to have a look at rt's debug logs along with the debug output of bin/rt -kevin > DEBUG: > > POST http://server/REST/1.0/show > Content-Length: 274 > Content-Type: multipart/form-data; boundary=xYzZY > > --xYzZY > Content-Disposition: form-data; name="format" > > l > --xYzZY > Content-Disposition: form-data; name="id" > > ticket/new > --xYzZY > Content-Disposition: form-data; name="user" > > user > --xYzZY > Content-Disposition: form-data; name="pass" > > password > --xYzZY-- > > > HTTP/1.1 302 Found > Connection: close > Date: Wed, 12 Nov 2008 20:06:04 GMT > Location: http://server/SelfService/ > Server: Apache/2.2.3 (Red Hat) > Content-Length: 334 > Content-Type: text/html; charset=iso-8859-1 > Client-Date: Wed, 12 Nov 2008 20:06:04 GMT > Client-Peer: XXXXXXX:80 > Client-Response-Num: 1 > Title: 302 Found > > > > 302 Found > >

Found

>

The document has moved here a>.

>
>
Apache/2.2.3 (Red Hat) Server at server Port 80
> > rt: Server error: Found (302) > > -- > Wes > http://claimid.com/wesyoung > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From kbensch at fullnet.co.uk Thu Nov 13 15:50:20 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Thu, 13 Nov 2008 20:50:20 +0000 Subject: [rt-users] Login screen after each click In-Reply-To: <491BD94D.7030308@linuxia.de> References: <491B4B1E.20203@fullnet.co.uk> <491B4F4C.7030100@zoominternet.net> <589c94400811121757q48f11d4at39bb729670250c43@mail.gmail.com> <491BD94D.7030308@linuxia.de> Message-ID: <491C930C.5030900@fullnet.co.uk> Hi I am still having problems with the login screen after each click and read in the readme that it is better to use latin1 character set. My mysql is currently using utf8. Is this part of the problem and should i be changing the char set? How do I go about doing that? Kobus Stefan Hornburg wrote: > Ruslan Zakirov wrote: > >> Is text from repository [1] clear enough? >> >> [1] http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/UPGRADING.mysql >> > > The MySQL schema change is not mentioned at all in the README. In my opinion that is really > a mistake and led many people omitting the schema change (including me). > We just didn't get there at all. And UPGRADING.mysql doesn't sound that urgent to > setups running current MySQL versions. > > Regards > Racke > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 258 bytes Desc: OpenPGP digital signature URL: From gordon at cryologic.com Thu Nov 13 21:27:16 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 14 Nov 2008 13:27:16 +1100 Subject: [rt-users] Hiding empty Custom Fields Message-ID: <491CE204.9060802@cryologic.com> I am sure I read a post a few weeks back discussing the possibility of hiding Custom Fields from the display page if they contained no data. For the life of me I can't seem to find it. Could somebody please point me in the right direction, or am I just imagining the whole thing? thanks Gordon From monti.mail at gmail.com Fri Nov 14 05:08:46 2008 From: monti.mail at gmail.com (Monti gmail) Date: Fri, 14 Nov 2008 12:08:46 +0200 Subject: [rt-users] Get CustomField value when CF type is "Ticket Transaction" In-Reply-To: References: Message-ID: I am trying one more time, sorry for spamming your mail. I am still stuck and waiting for someone who knows how to get CF value out when using CF type "Ticket Transaction". thanks, On Tue, Nov 11, 2008 at 10:13 PM, Monti gmail wrote: > Sorry to nag again but I am lost here and stuck... > Can someone tell me how can I get the value of a "ticket transaction" > Custom Field? > I tried with FirstCustomFieldValue but it works only if it is a "Ticket" > CF.... > > thanks a lot. > > On Sun, Nov 9, 2008 at 7:29 PM, Monti gmail wrote: > >> Hi all, >> >> I have spent many hours today to find a solution to my problem, I will >> VERY much appriciate any help here. >> >> I have a CF Applies to "Ticket Transaction" called "SendResolutionMail" >> which is select one value type. >> I can't get the CF Value out of it if it applies to "Ticket Transaction" >> BUT I can get it if the CF applies to "ticket". >> I have tried many suggested ways to implement it which I found in the net. >> but none of them solved it for me. >> >> I have the following scrip and the Logger output is empty when I use >> $Ticket->FirstCustomFieldValue. I can't get the CF Value out of it... >> >> *Please help :(* >> >> { ### True when transaction is incoming email and CF 'noemail' is not set >> my $Transaction = $self->TransactionObj; >> my $Ticket = $self->TicketObj; >> my $val = $Transaction->Type eq 'Status' >> && $Transaction->NewValue eq 'resolved' >> && get_custom("SendResolutionMail"); >> return $val; >> >> ### Returns custom field value >> ### get_custom($field_name) >> sub get_custom { >> my $target_name = $_[0]; >> my $val = $Ticket->FirstCustomFieldValue($target_name); >> *$RT::Logger->warning("$val");* # Logger output - RT: ((eval 1182):14) >> return $val if defined $val; >> return undef; >> } >> } >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ernaj at afrigis.co.za Fri Nov 14 07:26:54 2008 From: Ernaj at afrigis.co.za (Erna Jacobs) Date: Fri, 14 Nov 2008 14:26:54 +0200 Subject: [rt-users] New Clean install for 3.8 on Ubuntu. In-Reply-To: <20081113183804.GK9366@gunboat-diplomat.oucs.ox.ac.uk> References: <20081112175612.GM394@gunboat-diplomat.oucs.ox.ac.uk> <20081113183804.GK9366@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <002401c94654$474dfba0$d5e9f2e0$@co.za> I am having serious trouble in getting anything to run. Could someone please point me in the right direction for a install package or a howto that actually worked. Kind regards Erna Jacobs From falcone at bestpractical.com Fri Nov 14 09:58:45 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Nov 2008 09:58:45 -0500 Subject: [rt-users] Hiding empty Custom Fields In-Reply-To: <491CE204.9060802@cryologic.com> References: <491CE204.9060802@cryologic.com> Message-ID: On Nov 13, 2008, at 9:27 PM, gordon at cryologic.com wrote: > I am sure I read a post a few weeks back discussing the possibility of > hiding Custom Fields from the display page if they contained no data. > For the life of me I can't seem to find it. Could somebody please > point > me in the right direction, or am I just imagining the whole thing? I think you want http://rt3.fsck.com//Ticket/Display.html?id=12725 (login as guest/guest) With the addition of some RT->Config->Get('SaneConfigName') and some docs for the config option in RT_Config.pm we could probably roll that into trunk at some point. -kevin From falcone at bestpractical.com Fri Nov 14 10:03:29 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Nov 2008 10:03:29 -0500 Subject: [rt-users] Get CustomField value when CF type is "Ticket Transaction" In-Reply-To: References: Message-ID: <40446B47-28C9-479E-9E64-AFA07DF5F42D@bestpractical.com> On Nov 14, 2008, at 5:08 AM, Monti gmail wrote: > I am trying one more time, sorry for spamming your mail. > I am still stuck and waiting for someone who knows how to get CF > value out when using CF type "Ticket Transaction". Have you called FirstCustomFieldValue on a Transaction object (since this Custom Field applies to Transactions and not Tickets)? -kevin > On Tue, Nov 11, 2008 at 10:13 PM, Monti gmail > wrote: > Sorry to nag again but I am lost here and stuck... > Can someone tell me how can I get the value of a "ticket > transaction" Custom Field? > I tried with FirstCustomFieldValue but it works only if it is a > "Ticket" CF.... > > thanks a lot. > > On Sun, Nov 9, 2008 at 7:29 PM, Monti gmail > wrote: > Hi all, > > I have spent many hours today to find a solution to my problem, I > will VERY much appriciate any help here. > > I have a CF Applies to "Ticket Transaction" called > "SendResolutionMail" which is select one value type. > I can't get the CF Value out of it if it applies to "Ticket > Transaction" BUT I can get it if the CF applies to "ticket". > I have tried many suggested ways to implement it which I found in > the net. but none of them solved it for me. > > I have the following scrip and the Logger output is empty when I use > $Ticket->FirstCustomFieldValue. I can't get the CF Value out of it... > > Please help :( > > { ### True when transaction is incoming email and CF 'noemail' is > not set > my $Transaction = $self->TransactionObj; > my $Ticket = $self->TicketObj; > my $val = $Transaction->Type eq 'Status' > && $Transaction->NewValue eq 'resolved' > && get_custom("SendResolutionMail"); > return $val; > > ### Returns custom field value > ### get_custom($field_name) > sub get_custom { > my $target_name = $_[0]; > my $val = $Ticket->FirstCustomFieldValue($target_name); > $RT::Logger->warning("$val"); # Logger output - RT: ((eval 1182):14) > return $val if defined $val; > return undef; > } > } > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From allen.chen at csagroupllc.com Fri Nov 14 10:53:04 2008 From: allen.chen at csagroupllc.com (Allen Chen) Date: Fri, 14 Nov 2008 10:53:04 -0500 Subject: [rt-users] RT Password Message-ID: <1226677984.28876.13.camel@achen> Hi, Sorry if this is a newbie question. I just got rt installed on my system. I was able to log in through apache and play around with it. Then I changed something and now I can't log back in. It says that my root password is incorrect. I've tried every password I could think of putting in, including the default 'password' but it didn't recognize anything. I've removed and reinstalled rt3 and mysql but that didnt change anything. Where can I find where the password is set or stored? Thanks, Allen From johann.stander at kaplan.com Fri Nov 14 11:38:41 2008 From: johann.stander at kaplan.com (JohannS) Date: Fri, 14 Nov 2008 08:38:41 -0800 (PST) Subject: [rt-users] How to edit a saved graph? Message-ID: <20503995.post@talk.nabble.com> Hi Everyone We have create multiple dashboards with saves search queries as well as multiple saved graphs. We can edit the saved searches but are not able to edit any of the saved graphs. When you select a graph it shows the query of the graph when it was created, but as soon as you click on search it goes back to the main saved search that was associated to the graph. If a saved search is updated, the graph does not get updated automatically. We need to be able to update our graphs, is this at all possible? Thanks Johann -- View this message in context: http://www.nabble.com/How-to-edit-a-saved-graph--tp20503995p20503995.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From joncodis at gmail.com Fri Nov 14 15:00:43 2008 From: joncodis at gmail.com (Jon Codispoti) Date: Fri, 14 Nov 2008 12:00:43 -0800 Subject: [rt-users] Precedence for group rights for custom fields vs. queue Message-ID: Hi List, I've run up against something in RT that does not work intuitively for me. I apologize up front for the length of this e-mail, but I wanted to provide all pertinent background so others can understand the problem I face. Background: I've created a workflow in RT that utilizes a couple of different queues. Our Customer Service department enters a ticket in one queue ("Sales Order") and when ready to send the item on for approvals, transfers the ticket to an approval queue ("Sales Order Approval") which then triggers scrips to e-mail a string of approvers in a particular order. The way this works is each group of approvers have certain custom fields that they edit and when an authorized approver user fills in all their required fields, a scrip executes when then e-mails the next approver in line with a ticket link so they can fill in their custom fields. At the end of a long string of reviewers filling in their fields, the scrip e-mails notification to the ticket owner that the approval is completed and transfers the ticket back to the "Sales Order" queue, modifying the ticket subject to indicate it's completed. Group rights have been set up on the "Sales Order" queue so tickets can only be created and modified by Customer Service. For the approval queue, all groups of approvers have the right to modify tickets. The individual custom fields that hold the approval information are controlled, however, by group rights tied to the approving individuals for each step in the approval process, thereby disallowing approvers from different teams the ability to overwrite each other's custom fields for approval. This system, while it sounds complicated, actually works simply and automatically and has effectively replaced a manual sign off process that previously existed. The Problem: At one point a requirement was submitted to allow approvers the ability to see previously signed off tickets. This was implemented using group rights on the "Sales Order" queue that provided ticket viewing rights, but no "write" rights for approvers. The thought was that as long as the ticket sat in a queue where the user can see the tickets but cannot modify them, then there should be no chance for a reviewer to modify their previous approval. What I have found though is that it appears the group right which allows access to modify a custom field seems to override the group right on the queue that disallows modification to the ticket. This means an approver who was simply allowed to view tickets in the queue can still change their custom field data after it's gone through the complete review cycle, something we do not want. Are custom field group rights supposed to override queue group rights? If this is the current design, is this a bug or oversight or is it intentional? If anyone else has encountered this, are there any hacks to fix it? Many thanks in advance. Jon -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Fri Nov 14 15:55:32 2008 From: JacG at kocschool.k12.tr (Jac Gubbels GUBBELS) Date: Fri, 14 Nov 2008 22:55:32 +0200 Subject: [rt-users] plain text emails Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E037AD384@kl1srv4.kol.vkv> Hi, Taking the risk of this question be posed already: Has 3.8.1 a problem with sending HTML emails? I found something like that in the mailing list archive, but did not know how to value it. Just upgraded from 3.6.4 and all seems to work except the sending of HTML mails. Replying to a ticket from within the RT web interface gives me a message stored with the mark-up in RT, but the user gets a plain text email!? The mail header tells me 'Content-Type: text/plain; charset="utf-8". Is there a quick fix? Something wrong with my mail server settings or just the mentioned issue with 3.8.1? Also, does this perhaps relate to the fact that the FCKeditor is collapsed by default? Thanks for your help! Jac -------------- next part -------------- An HTML attachment was scrubbed... URL: From sgolby at register.com Fri Nov 14 16:01:44 2008 From: sgolby at register.com (Scott Golby) Date: Fri, 14 Nov 2008 16:01:44 -0500 Subject: [rt-users] RT 2 to RT 3.8 upgrade/conversion ? Message-ID: Has anyone been able to get the RT2toRT3 script working between RT 2.0.15 & RT 3.8.1 ? Has there been substantial changes since 3.6 to the DB ? Wondering also if a 2 stage upgrade would work RT2-->3.6-->3.8 Thanks, Scott From barnesaw at ucrwcu.rwc.uc.edu Fri Nov 14 16:09:03 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 14 Nov 2008 16:09:03 -0500 Subject: [rt-users] RT 2 to RT 3.8 upgrade/conversion ? In-Reply-To: References: Message-ID: <491DE8EF.2080102@ucrwcu.rwc.uc.edu> There are significant changes between 3.6 and 3.8. I would upgrade to 3.6, then to 3.8.0 and finally to 3.8.1, paying attention to the UPGRADING.mysql file. See http://www.gossamer-threads.com/lists/rt/users/79619 for details. Scott Golby wrote: > Has anyone been able to get the RT2toRT3 script working between RT > 2.0.15 & RT 3.8.1 ? > > Has there been substantial changes since 3.6 to the DB ? Wondering > also if a 2 stage upgrade would work RT2-->3.6-->3.8 > > Thanks, > Scott > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From bjoern.schulz at desy.de Fri Nov 14 16:12:50 2008 From: bjoern.schulz at desy.de (Bjoern Schulz) Date: Fri, 14 Nov 2008 22:12:50 +0100 Subject: [rt-users] search case sensitiv Message-ID: <491DE9D2.9050504@desy.de> Hi RT Users. after upgrading to 3.8.1 the search for ticket content is case sensitiv. To solve this problem (for us) any hint would be appreciated. Best regards Bj?rn System. SL5 (RHEL5) mysql 5.0.45 perl 5.8.8 From curtisb at vianet.ca Fri Nov 14 16:49:33 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 14 Nov 2008 16:49:33 -0500 Subject: [rt-users] search case sensitiv In-Reply-To: <491DE9D2.9050504@desy.de> References: <491DE9D2.9050504@desy.de> Message-ID: <491DF26D.30605@vianet.ca> I'm guessing you are using utf8_bin collation, the others are case insensitive. Unfortunately non binary utf8 ones aren't accent sensitive so it lacks a bit compared to latin1 which offers both. If accents aren't a major concern you should be using like utf8_unicode_ci or utf8_general_ci or swedish .. they all have slightly different rules for sorting. Bjoern Schulz wrote: > Hi RT Users. > > after upgrading to 3.8.1 the search for ticket content is case sensitiv. > > To solve this problem (for us) any hint would be appreciated. > > Best regards > > Bj?rn > > System. > SL5 (RHEL5) > mysql 5.0.45 > perl 5.8.8 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Munsch at phillycarshare.org Fri Nov 14 16:50:03 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Fri, 14 Nov 2008 16:50:03 -0500 Subject: [rt-users] Undefined Subroutine (was: CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable.) References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc><49145394.70704@jennic.com><112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18CFD7BF@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D469A4@pcsexch.phillycarshare.loc> <491BF5BB.5040702@jennic.com> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D46D65@pcsexch.phillycarshare.loc> I've checked and I'm not sure what's going wrong, still. Basic config seems OK. ExternalAuth is in place and fully (re-)installed. LDAP.pm exists and is properly readable by the webserver: root at data:/opt/rt3/var/log# ls -lah /opt/rt3/local/plugins/RT-Authen- ExternalAuth/lib/RT/Authen/ExternalAuth/ total 44K drwxr-xr-x 2 www-data www-data 4.0K 2008-11-14 16:37 . drwxr-xr-x 3 www-data www-data 4.0K 2008-11-14 16:37 .. -r--r--r-- 1 www-data www-data 13K 2008-11-06 13:20 DBI.pm -r--r--r-- 1 www-data www-data 18K 2008-11-06 13:36 LDAP.pm And yet I still get Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut h/autohandler/Auth line 39. When I attempt any kind of login. Line 39 is the last line in this block: # Unless we have loaded a valid user with a UserID # check if user exists externally and autocreate if it does unless ($session{'CurrentUser'}->Id) { if(RT::Authen::ExternalAuth::UserExists($user)){ and my debug-level logs for this show the following (password is bogus - what I actually typed, just not a real password): --- [Fri Nov 14 21:37:54 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:12) Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xc010f90)', 'Working around bug in RT and reloading RT::User') called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut h/autohandler/Auth line 12 HTML::Mason::Commands::__ANON__('pass', '65dfg', 'user', 'munsch') called at /usr/local/share/perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc8 e2c60)', 'pass', '65dfg', 'user', 'munsch') called at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1279 eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp(undef, undef, 'pass', '65dfg', 'user', 'munsch') called at /opt/rt3/bin/../lib/RT/Interface/Web/Request.pm line 176 RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH( 0xc9081e0)', 'pass', '65dfg', 'user', 'munsch', 'CallbackName', 'Auth') called at /opt/rt3/share/html/autohandler line 253 HTML::Mason::Commands::__ANON__('pass', '65dfg', 'user', 'munsch') called at /usr/local/share/perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc7 dc4d0)', 'pass', '65dfg', 'user', 'munsch') called at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1279 eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp(undef, undef, undef, 'pass', '65dfg', 'user', 'munsch') called at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 425 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xc9081e0)' ) called at /usr/local/share/perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=H ASH(0xc9081e0)') called at /usr/local/share/perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0x1171890)', 'Apache2::RequestRec=SCALAR(0xc923dd0)') called at /opt/rt3/bin/webmux.pl line 148 eval {...} at /opt/rt3/bin/webmux.pl line 148 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc923dd0)') called at -e line 0 eval {...} at -e line 0 --- Any help or pointing in any kind of direction at all would be appreciated. I don't understand what the logs are trying to tell me. LDAP.pm is there, ::UserExists is called by the code, but it complains there's no such animal. This is a 5-minute-old fresh install of 7_01. Clearly it's working for most people - what's so special about my ::UserExists call..? Halp!, Rob -----Original Message----- From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey Sent: Thursday, November 13, 2008 4:39 AM To: Robert Munsch Cc: RT Users Subject: Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. Robert Munsch wrote: > Still experiencing this. Not sure what's going on. Any attempt at > login for any user - root or otherwise - gets this: > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > h/autohandler/Auth line 39. > > The difference being only that if I tried logging in as a user that > doesn't exist yet and should be looked up in AD, refreshing the page > gives me the login screen again: and if I tried logging in as root, it > says line 89 instead of 39 and refreshing the page gives me RT at a > glance successfully. > > Very confused. I would really like to help, but I'm having difficulty seeing where the problem might be. It's very much a perl/systemconfiguration/rt-core problem - I'm much better on ExternalAuth issues. >> You might want to try, as the user your web server runs as, >> not root: >> perl -I/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib - > MRT::Authen::ExternalAuth -e1 > > Did that. No apparent output: just hangs until I ctrl-C. This could be telling.. though I'm not sure what of. I know this has probably been mentioned before, but just in case it's worth at least suggesting: chown -R apache:apache /opt/rt3 (or whatever is your web user, web group and $RTHOME). -- 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 vadud3 at gmail.com Fri Nov 14 17:04:17 2008 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 14 Nov 2008 17:04:17 -0500 Subject: [rt-users] Upgrade RT Message-ID: Hi All Here is my current setup for RT RT 3.4.5 Perl 5.8.6 DBIx::SearchBuilder 1.40 Apache 1.3.33 mod_perl 2.8.22 OpenSSL 0.9.7g mysqld Ver 4.0.24-log for pc-solaris2.10 on i386 (Source distribution) I like to upgrade it to latest RT. Is there a path I can follow? Do I also need to upgrade mysql? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From joncodis at gmail.com Fri Nov 14 17:45:28 2008 From: joncodis at gmail.com (Jon Codispoti) Date: Fri, 14 Nov 2008 14:45:28 -0800 Subject: [rt-users] Precedence for group rights for custom fields vs. queue Message-ID: Hi List, I've run up against something in RT that does not work intuitively for me. I apologize up front for the length of this e-mail, but I wanted to provide all pertinent background so others can understand the problem I face. Background: I've created a workflow in RT that utilizes a couple of different queues. Our Customer Service department enters a ticket in one queue ("Sales Order") and when ready to send the item on for approvals, transfers the ticket to an approval queue ("Sales Order Approval") which then triggers scrips to e-mail a string of approvers in a particular order. The way this works is each group of approvers have certain custom fields that they edit and when an authorized approver user fills in all their required fields, a scrip executes which then e-mails the next approver in line with a ticket link so they can fill in their custom fields. At the end of a long string of reviewers filling in their fields, the scrip e-mails notification to the ticket owner that the approval is completed and transfers the ticket back to the "Sales Order" queue, modifying the ticket subject to indicate it's completed. Group rights have been set up on the "Sales Order" queue so tickets can only be created and modified by Customer Service. For the approval queue, all groups of approvers have the right to modify tickets. The individual custom fields that hold the approval information are controlled, however, by group rights tied to the approving individuals for each step in the approval process, thereby disallowing approvers from different teams the ability to overwrite each other's custom fields for approval. This system, while it sounds complicated, actually works simply and automatically and has effectively replaced a manual sign off process that previously existed. The Problem: At one point a requirement was submitted to allow approvers the ability to see previously signed off tickets. This was implemented using group rights on the "Sales Order" queue that provided ticket viewing rights, but no "write" rights for approvers. The thought was that as long as the ticket sat in a queue where the user can see the tickets but cannot modify them, then there should be no chance for a reviewer to modify their previous approval. What I have found though is that it appears the group right which allows access to modify a custom field seems to override the group right on the queue that disallows modification to the ticket. This means an approver who was simply allowed to view tickets in the queue can still change their custom field data after it's gone through the complete review cycle, something we do not want. Are custom field group rights supposed to override queue group rights? If this is the current design, is this a bug or oversight or is it intentional? If anyone else has encountered this, are there any hacks to fix it? Many thanks in advance. Jon -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gary.Greene at minervanetworks.com Fri Nov 14 16:59:05 2008 From: Gary.Greene at minervanetworks.com (Gary Greene) Date: Fri, 14 Nov 2008 13:59:05 -0800 Subject: [rt-users] Having some configuration problems with CentOS 5 and RT 3.8.1 Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B018D97B5@scmail-00.minervanetworks.com> This is likely caused by either a misconfiguration on my part, or I flubbed up the installation, however when I connect to the rt3 install on my CentOS 5 system, I get an 500 from the server. The info from the Apache log reads as follows: [Fri Nov 14 12:26:59 2008] [error] [client 10.5.1.137] Can't locate object method "Config" via package "RT" at /usr/lib/perl5/vendor_perl/5.8.8/RT/Handle.pm line 85.\nCompilation failed in require at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 216.\n I've looked at the code that this is referring to, and saw that this is an eval to "use DBIx::SearchBuilder::Handle::" . RT->Config->Get('DatabaseType') in the FinalizeDatabaseType subroutine. I've installed all of the packages that were listed from the test dependency script including DBIx::SearchBuilder, and have followed the instructions for installing RT via RPM (with the caveat that I did my own spin of the RPM since we would like to use the 3.8.x series instead of 3.6.x, which required me to build a number of additional module packages to get RT to build correctly....) Any input for this would be greatly appreciated. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 From chaim.rieger at gmail.com Fri Nov 14 17:54:33 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Fri, 14 Nov 2008 22:54:33 +0000 Subject: [rt-users] Having some configuration problems with CentOS 5 and RT3.8.1 In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B018D97B5@scmail-00.minervanetworks.com> References: <7DC08293B3E4A24BB1FEB61A90FC367B018D97B5@scmail-00.minervanetworks.com> Message-ID: <2140255200-1226703276-cardhu_decombobulator_blackberry.rim.net-857389229-@bxe339.bisx.prod.on.blackberry> Check the permissions on your rt install dir Sent via BlackBerry from T-Mobile -----Original Message----- From: "Gary Greene" Date: Fri, 14 Nov 2008 13:59:05 To: Subject: [rt-users] Having some configuration problems with CentOS 5 and RT 3.8.1 This is likely caused by either a misconfiguration on my part, or I flubbed up the installation, however when I connect to the rt3 install on my CentOS 5 system, I get an 500 from the server. The info from the Apache log reads as follows: [Fri Nov 14 12:26:59 2008] [error] [client 10.5.1.137] Can't locate object method "Config" via package "RT" at /usr/lib/perl5/vendor_perl/5.8.8/RT/Handle.pm line 85.\nCompilation failed in require at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 216.\n I've looked at the code that this is referring to, and saw that this is an eval to "use DBIx::SearchBuilder::Handle::" . RT->Config->Get('DatabaseType') in the FinalizeDatabaseType subroutine. I've installed all of the packages that were listed from the test dependency script including DBIx::SearchBuilder, and have followed the instructions for installing RT via RPM (with the caveat that I did my own spin of the RPM since we would like to use the 3.8.x series instead of 3.6.x, which required me to build a number of additional module packages to get RT to build correctly....) Any input for this would be greatly appreciated. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Gary.Greene at minervanetworks.com Fri Nov 14 20:09:00 2008 From: Gary.Greene at minervanetworks.com (Gary Greene) Date: Fri, 14 Nov 2008 17:09:00 -0800 Subject: [rt-users] Having some configuration problems with CentOS 5 and RT3.8.1 In-Reply-To: <2140255200-1226703276-cardhu_decombobulator_blackberry.rim.net-857389229-@bxe339.bisx.prod.on.blackberry> References: <7DC08293B3E4A24BB1FEB61A90FC367B018D97B5@scmail-00.minervanetworks.com> <2140255200-1226703276-cardhu_decombobulator_blackberry.rim.net-857389229-@bxe339.bisx.prod.on.blackberry> Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B018D9805@scmail-00.minervanetworks.com> Thanks for the help on that, it works now. Now all I need to do is figure out the default password for the root user for RT... -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 > -----Original Message----- > From: chaim.rieger at gmail.com [mailto:chaim.rieger at gmail.com] > Sent: Friday, November 14, 2008 2:55 PM > To: Gary Greene; rt-users-bounces at lists.bestpractical.com; > rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Having some configuration problems > with CentOS 5 and RT3.8.1 > > Check the permissions on your rt install dir > > > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: "Gary Greene" > > Date: Fri, 14 Nov 2008 13:59:05 > To: > Subject: [rt-users] Having some configuration problems with > CentOS 5 and RT > 3.8.1 > > > This is likely caused by either a misconfiguration on my > part, or I flubbed up the installation, however when I > connect to the rt3 install on my CentOS 5 system, I get an > 500 from the server. The info from the Apache log reads as follows: > > [Fri Nov 14 12:26:59 2008] [error] [client 10.5.1.137] Can't > locate object method "Config" via package "RT" at > /usr/lib/perl5/vendor_perl/5.8.8/RT/Handle.pm line > 85.\nCompilation failed in require at > /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 216.\n > > I've looked at the code that this is referring to, and saw > that this is an eval to "use DBIx::SearchBuilder::Handle::" . > RT->Config->Get('DatabaseType') in the FinalizeDatabaseType > subroutine. > > I've installed all of the packages that were listed from the > test dependency script including DBIx::SearchBuilder, and > have followed the instructions for installing RT via RPM > (with the caveat that I did my own spin of the RPM since we > would like to use the 3.8.x series instead of 3.6.x, which > required me to build a number of additional module packages > to get RT to build correctly....) > > Any input for this would be greatly appreciated. > > -- > Gary L. Greene, Jr. > IT Operations > Minerva Networks, Inc. > Tel: (408) 240-1239 > Cell: (650) 704-6633 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From vkpolisetty at gmail.com Sat Nov 15 01:42:47 2008 From: vkpolisetty at gmail.com (vamsi krishna) Date: Sat, 15 Nov 2008 12:12:47 +0530 Subject: [rt-users] RT_Siteconfig.pm for multiple queues Message-ID: <84ad8f870811142242k716df4farb5c4ef1739492b67@mail.gmail.com> Hi, I have included my RT_siteconfig.pm Set ($Organisation , "rt.ikanos.com"); Set ($RTAddressRegexp , '^rt\@ikanos.com$'); Set ($CorrespondAddress , 'rt at ibis.fre-unix.ikanos.com'); Set ($CommentAddress , 'rt-comment at ibis.fre-unix.ikanos.com'); Set ($OwnerEmail , 'vpoliset at ikanos.com'); Set ($LoopsToRTOwner, 1); Set ($MailCommand, 'sendmailpipe'); Set ($SendmailPath , "/usr/sbin/sendmail"); Set ($SendmailArguments, "-oi -t -ODeliveryMode=b -OErrorMode=m"); Set ($NotifyActor, 0); Set ($RecordOutgoingEmail, 0); Set ($UseFriendlyToLine, 0); Set ($MaxAttachmentSize, 10000000); if i have configured multiple queues, then how to configured RT_Siteconfig.pm for mailing? please help me. thanks -- P Vamsi Krishna Unix Administrator Ikanos Communications (India) Pvt.Ltd. Hyderabad. mobile:+919949024094 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Sat Nov 15 12:02:53 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 15 Nov 2008 12:02:53 -0500 Subject: [rt-users] RT_Siteconfig.pm for multiple queues In-Reply-To: <84ad8f870811142242k716df4farb5c4ef1739492b67@mail.gmail.com> References: <84ad8f870811142242k716df4farb5c4ef1739492b67@mail.gmail.com> Message-ID: Your config doesn't need to know anything about multiple queues, the config just contains the defaults. Messages for existing tickets can be sent to any local address that goes through the rt-mailgateway, since RT uses the tickets number to file messages away. If you want to be able to direct new tickets from email to different queues, just create several mail aliases and specify different queues in your options to rt-mailgateway -- Cambridge Energy Alliance: Save money. Save the planet. From monti.mail at gmail.com Sat Nov 15 15:27:14 2008 From: monti.mail at gmail.com (Monti gmail) Date: Sat, 15 Nov 2008 22:27:14 +0200 Subject: [rt-users] Get CustomField value when CF type is "Ticket Transaction" In-Reply-To: References: Message-ID: Hi Kevin, thanks for replying. Yes I did try replacing " my $val = $Ticket->FirstCustomFieldValue("$target_name");" to my $val = $Transaction->FirstCustomFieldValue("$target_name"); where: my $Transaction = $self->TransactionObj; my $Ticket = $self->TicketObj; but still, the value is empty. > Have you called FirstCustomFieldValue on a Transaction object (since > this Custom > Field applies to Transactions and not Tickets)? > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Sun Nov 16 17:00:53 2008 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 17 Nov 2008 11:00:53 +1300 Subject: [rt-users] RTx::EmailCompletion config problems Message-ID: I'm having problems properly configuring RTx::EmailCompletion. I found this extention through the RT Wiki, I have installed it correctly but I still don't have any auto-completions occuring. I have checked the Readme contained with the extension and cannot for the life of me see why it isn't working, seemed simple enough. So far, I've tried to install the module manually (Normal perl module install), also after this didn't work I tried to install via CPAN. Again this seems to end up with the same result. I'm using RT 3.8.0 on Debian Etch with Apache/1.3.34 (Debian),mod_perl. Can anyone point me in the right direction to get this working? *Regards,* *Aaron Guise 07 854 7824 027 212 6638 aaron at guise.net.nz * -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael at bilderhelden.de Mon Nov 17 08:15:05 2008 From: michael at bilderhelden.de (Michael Bieniek) Date: Mon, 17 Nov 2008 14:15:05 +0100 Subject: [rt-users] Batching queue rights | Automatisierte Queue Rechte vergabe Message-ID: Hi, i must share many rights over Configure > Queues > Queue name > GroupRights. I have 26 Queues with 28 Groups. I don't want to klick on every queue an delegate them rights. Is there a way of batching rights to Queues? Perhaps with the CLI? regards Michael ------------------------ Hallo! Ich suche einen Weg meinen ca. 26 Bereichen und ?ber 28 Gruppen per Batch z.B. Rechte zu zuweisen. Gibt es da vielleicht eine m?glichkeit ?ber das CLI oder ?hnliches? Gr??e Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Mon Nov 17 09:34:18 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 17 Nov 2008 15:34:18 +0100 Subject: [rt-users] Batching queue rights | Automatisierte Queue Rechte vergabe In-Reply-To: References: Message-ID: Hi Michael, there is a good RTx from Todd Chapman called RTx-RightsMatrix which can display and change rights wihtin one screen. From CLI you can code your own. Search the Mailing list for a post from Alexander Krieg, he offers there a scrip which does this for initial setup, i think you can use many things and ideas from his code. Search for: [rt-users] Scripts to create a queue,groups and users Torsten 2008/11/17 Michael Bieniek > Hi, > i must share many rights over Configure > Queues > Queue name > > GroupRights. I have 26 Queues with 28 Groups. I don't want to klick on every > queue an delegate them rights. Is there a way of batching rights to Queues? > Perhaps with the CLI? > > regards Michael > > ------------------------ > > Hallo! > Ich suche einen Weg meinen ca. 26 Bereichen und ?ber 28 Gruppen per Batch > z.B. Rechte zu zuweisen. Gibt es da vielleicht eine m?glichkeit ?ber das > CLI oder ?hnliches? > > Gr??e Michael > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From alberto.villanueva at altran.es Mon Nov 17 09:36:37 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Mon, 17 Nov 2008 15:36:37 +0100 (CET) Subject: [rt-users] Status not saved Message-ID: <62100.195.53.109.62.1226932597.squirrel@webmail.altran.es> Hi, I have modified the perl code for customizing RT to my client. But I have a big problem :( :( ->the "status" field not maintain the value. do you know why?? :( :( regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es From lars at oddbit.com Mon Nov 17 09:36:42 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Mon, 17 Nov 2008 09:36:42 -0500 Subject: [rt-users] Batching queue rights | Automatisierte Queue Rechte vergabe In-Reply-To: References: Message-ID: > i must share many rights over Configure > Queues > Queue name > GroupRights. > I have 26 Queues with 28 Groups. I don't want to click on every queue an > delegate them rights. Is there a way of batching rights to Queues? Perhaps > with the CLI? That would be nice, wouldn't it? I took a stab at solving this myself, and the solution I came up with worked but was really ugly -- it required adding a new table to the RT database, and then some Perl code that interacts with the db directly rather than through the RT API. The way it works: - Create a new table called "acl_profiles". - Populate this table with tuples of the form (profile name, right name) - Write code that, given the name of an acl profile, looks up all the rights associated with this name in acl_profiles and applies them to the named queue. This worked by updating the ACL table directly. It is unstable, untested, only available from the command line, and I'm not using it anymore. If you'd like I can send you what I've got, but unless you're a developer it will probably not meet your needs. The fact that it modifies the database directly and not through the RT API means that it's almost guaranteed to do the wrong thing at some point. I see Torsten's response came in while I was writing this, and that probably points to cleaner solutions. -- Lars Kellogg-Stedman From bjoern.schulz at desy.de Mon Nov 17 09:53:19 2008 From: bjoern.schulz at desy.de (Bjoern Schulz) Date: Mon, 17 Nov 2008 15:53:19 +0100 Subject: [rt-users] search case sensitiv In-Reply-To: <491DF26D.30605@vianet.ca> References: <491DE9D2.9050504@desy.de> <491DF26D.30605@vianet.ca> Message-ID: <4921855F.7030601@desy.de> Hi Curtis, thx for your quick reply. Our rt (3.8.1) is an upgrade from rt 3.6.7. On the "old" RT the table options for the table "Attachments" are Character Set is "cp1252 West European" and the collation is "latin1_swedish_ci". The Column "Content" is a LONGTEXT (Character Set cp1252 West European). On the "new" RT "Attachments" are Character Set UTF-8 Unicode and the collation is utf8_general_ci. But the Column "Content" was changed to "LONGBLOB", no special CharSet or Collation. IMHO a collation attribute change doesn't help us. Do you know another way to make search in RT case in sensitive? Cheers, Bj?rn Curtis Bruneau wrote: > I'm guessing you are using utf8_bin collation, the others are case > insensitive. Unfortunately non binary utf8 ones aren't accent sensitive > so it lacks a bit compared to latin1 which offers both. If accents > aren't a major concern you should be using like utf8_unicode_ci or > utf8_general_ci or swedish .. they all have slightly different rules for > sorting. > > Bjoern Schulz wrote: >> Hi RT Users. >> >> after upgrading to 3.8.1 the search for ticket content is case sensitiv. >> >> To solve this problem (for us) any hint would be appreciated. >> >> Best regards >> >> Bj?rn >> >> System. >> SL5 (RHEL5) >> mysql 5.0.45 >> perl 5.8.8 >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From Albert.Shih at obspm.fr Mon Nov 17 09:47:11 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 17 Nov 2008 15:47:11 +0100 Subject: [rt-users] Send a comment Message-ID: <20081117144711.GA58877@obspm.fr> Hi I would like to known how can I send a comment to RT (via the mailgate) when I don't have the original mail send by RT. In other term what's the expression in subject make RT known this is the comment for ticket number X not a new ticket. Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Lun 17 nov 2008 15:44:40 CET From sven.sternberger at desy.de Mon Nov 17 10:17:00 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 17 Nov 2008 16:17:00 +0100 Subject: [rt-users] Send a comment In-Reply-To: <20081117144711.GA58877@obspm.fr> References: <20081117144711.GA58877@obspm.fr> Message-ID: <1226935020.15342.50.camel@pcx4546.desy.de> Hello Albert! it is the recipient adress. You have for each queue two email adresses, one for the replies and on for the comments so in the alias file of your mta you find something like: myqueue-comment: "|/opt/rt3/bin/rt-mailgate --queue mailmaster --action comment --url http://localhost/" which means every mail send to myqueue-comment at myhost creates a comment best regards! sven On Mo, 2008-11-17 at 15:47 +0100, Albert Shih wrote: > Hi > > I would like to known how can I send a comment to RT (via the mailgate) > when I don't have the original mail send by RT. > > In other term what's the expression in subject make RT known this is the comment for > ticket number X not a new ticket. > > Regards. > > From daniel.tougas at dalsa.com Mon Nov 17 10:20:07 2008 From: daniel.tougas at dalsa.com (Daniel Tougas) Date: Mon, 17 Nov 2008 10:20:07 -0500 Subject: [rt-users] Cannot change Owner with RT 3.8.1 Message-ID: Hi All, We have migrated from 3.4.4 to 3.8.1 and found the following change of behavior: - Once a ticket is created, we cannot change the owner from Nobody to someone else - The owner of a ticket cannot reassign it However, the owner can be set when creating the ticket and someone can "Take" a ticket. Is that a new behavior with 3.8. If so, how can we change it back to the previous behavior? Thanks in advance, Daniel Tougas This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Afin de combattre les pourriels, DALSA ne retournera plus d'avis d'echec d'envoi pour les adresses invalides. Ce courriel ainsi que ses pieces jointes sont strictement reserves a l'usage de la ou du destinataire et peut contenir de l'information privilegiee et confidentielle. Si vous avez recu cette correspondance par erreur, veuillez supprimer le message. Merci. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Mon Nov 17 10:50:21 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 17 Nov 2008 16:50:21 +0100 Subject: [rt-users] Send a comment In-Reply-To: <1226935020.15342.50.camel@pcx4546.desy.de> References: <20081117144711.GA58877@obspm.fr> <1226935020.15342.50.camel@pcx4546.desy.de> Message-ID: <20081117155021.GK58877@obspm.fr> Le 17/11/2008 ? 16:17:00+0100, Sven Sternberger a ?crit Hi. > > it is the recipient adress. You have for each > queue two email adresses, one for the replies > and on for the comments > > so in the alias file of your mta you find something like: > > myqueue-comment: "|/opt/rt3/bin/rt-mailgate --queue mailmaster --action > comment --url http://localhost/" > > which means every mail send to myqueue-comment at myhost creates a > comment Yes thanks a lot... But, because my english is very bad, that's not what I'm ask. I already have something like myqueue-comment: "|/opt/rt3/bin/rt-mailgate --queue mailmaster --action comment --url http://localhost/" but what I want is how can I make a comment for the ticket number X, what I suppose to put in the subject when I send a mail to myqueue-comment ? When I've some mail from rt with subject like [NAME_OF_MY_SERVER #X] Subject_of_the_ticket and I reply it and changing the ?To: ? field to ?myqueue-comment? it's working. But sometime I don't have the original mail from RT, or maybe I just want to add some comments, in this situation I don't known what I need (I mean the minimum) to put in the subjet to make RT understand it's comment for the ticket X and not ticket Y. Best regards. And thanks for you answers. JAS -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Lun 17 nov 2008 16:42:17 CET From sturner at MIT.EDU Mon Nov 17 10:54:29 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 17 Nov 2008 10:54:29 -0500 Subject: [rt-users] Send a comment In-Reply-To: <20081117155021.GK58877@obspm.fr> References: <20081117144711.GA58877@obspm.fr> <1226935020.15342.50.camel@pcx4546.desy.de> <20081117155021.GK58877@obspm.fr> Message-ID: On Mon, 17 Nov 2008 10:50:21 -0500, Albert Shih wrote: > > When I've some mail from rt with subject like > > [NAME_OF_MY_SERVER #X] Subject_of_the_ticket > > and I reply it and changing the ?To: ? field to ?myqueue-comment? it's > working. > > But sometime I don't have the original mail from RT, or maybe I just want > to add some comments, in this situation I don't known what I need (I mean > the minimum) to put in the subjet to make RT understand it's comment for > the ticket X and not ticket Y. > > Best regards. > > And thanks for you answers. > > > JAS Albert, You have to put [NAME_OF_MY_SERVER #X] in the subject line to get the comment to go to the right ticket. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From jjeppson at mosscodilis.com Mon Nov 17 12:11:25 2008 From: jjeppson at mosscodilis.com (Jonathan Jeppson) Date: Mon, 17 Nov 2008 10:11:25 -0700 Subject: [rt-users] Custom Fields Issue in RT 3.6.6 Message-ID: <4921434D.7AD9.0025.0@mosscodilis.com> All, I created a new custom field and unchecked the enable box to disable it and now I can not see the custom field in the UI. Also, I don't know if it is related to the above, but in the Ticket Search, I can no longer add custom fields to the display criteria. Any ideas? Thanks! Jon From curtisb at vianet.ca Mon Nov 17 12:48:22 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Mon, 17 Nov 2008 12:48:22 -0500 Subject: [rt-users] Custom Fields Issue in RT 3.6.6 In-Reply-To: <4921434D.7AD9.0025.0@mosscodilis.com> References: <4921434D.7AD9.0025.0@mosscodilis.com> Message-ID: <4921AE66.2050207@vianet.ca> I'm not sure if it's like 3.8.x but there's a checkbox to include disabled custom fields. Curtis Jonathan Jeppson wrote: > All, > > I created a new custom field and unchecked the enable box to disable it and now I can not see the custom field in the UI. > > Also, I don't know if it is related to the above, but in the Ticket Search, I can no longer add custom fields to the display criteria. > > Any ideas? > > Thanks! > Jon > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > From JacG at kocschool.k12.tr Mon Nov 17 12:47:31 2008 From: JacG at kocschool.k12.tr (Jac Gubbels GUBBELS) Date: Mon, 17 Nov 2008 19:47:31 +0200 Subject: [rt-users] RTx::EmailCompletion config problems References: Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E037AD38B@kl1srv4.kol.vkv> Hi Aaron, You might need to make symbolic link from RTx-EmailCompletion to EmailCompletion as apparently that is what RT is looking for. in /opt/rt3/local/plugins/ do ln -s EmailCompletion RTx-EmailCompletion Hope that helps -- Jac -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 2634 bytes Desc: not available URL: From JacG at kocschool.k12.tr Mon Nov 17 12:53:54 2008 From: JacG at kocschool.k12.tr (Jac Gubbels GUBBELS) Date: Mon, 17 Nov 2008 19:53:54 +0200 Subject: [rt-users] HTML emails Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E037AD38C@kl1srv4.kol.vkv> Hi, Taking the risk of this question be posed already: Has 3.8.1 a problem with sending HTML emails? I found something like that in the mailing list archive, but did not know how to value it. Just upgraded from 3.6.4 and all seems to work except the sending of HTML mails. Replying to a ticket from within the RT web interface gives me a message stored with the mark-up in RT, but the user gets a plain text email!? The mail header tells me 'Content-Type: text/plain; charset="utf-8". Is there a quick fix? Something wrong with my mail server settings or just the mentioned issue with 3.8.1? Also, does this perhaps relate to the fact that the FCKeditor is collapsed by default? Thanks for your help! Jac -------------- next part -------------- An HTML attachment was scrubbed... URL: From rgajadhar at seattletimes.com Mon Nov 17 13:21:16 2008 From: rgajadhar at seattletimes.com (Rudy Gajadhar) Date: Mon, 17 Nov 2008 10:21:16 -0800 Subject: [rt-users] Hiding custom fields in Ticket Forms - RT 3.8.1 Message-ID: <89ECDF0F8AE50C458A342C4C4F8CB84207CA30E9@PEXCHVD.seatimes.com> Hi there, I've been searching around on the forum and it looks like a number of people have asked this question but haven't received a response. I'm trying to figure out a way to show custom fields only to certain users in a ticket form and hide custom fields from others who are entering information into the same ticket form. Any ideas? Thanks! Rudy -------------- next part -------------- An HTML attachment was scrubbed... URL: From monti.mail at gmail.com Mon Nov 17 15:09:26 2008 From: monti.mail at gmail.com (Monti gmail) Date: Mon, 17 Nov 2008 22:09:26 +0200 Subject: [rt-users] Auto reply - ticket transaction Message-ID: Hi All, I want to write a scrip which will send a template upon ticket change status to "resolved". the template should be according to a transaction custom field value. This should solve the need to re-write the same resolution answer over and over manually, by selecting the transaction CF value. For example: "Check Network connection" this should send the template "Check NW". I've tried to implement it but I failed to read the transaction CF value and I am seeking for any suggestion to implement this scrip. if any of you can share with us such written scrip it will be greatly appreciated. Thanks, Monti. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jjeppson at mosscodilis.com Mon Nov 17 15:52:24 2008 From: jjeppson at mosscodilis.com (Jonathan Jeppson) Date: Mon, 17 Nov 2008 13:52:24 -0700 Subject: [rt-users] Custom Fields Issue in RT 3.6.6 In-Reply-To: <4921AE66.2050207@vianet.ca> References: <4921434D.7AD9.0025.0@mosscodilis.com> <4921AE66.2050207@vianet.ca> Message-ID: <49217718.7AD9.0025.0@mosscodilis.com> Thanks for the suggestion, Curtis .. I see the checkbox for showing disabled for queues, but not one for custom fields. I figured out why the custom fields weren't showing up .. it was something I noticed when I first started using RT ... I didn't have a queue selected. Once I selected a queue, the fields showed up. Thanks! Jon >>> Curtis Bruneau 11/17/2008 10:48 >>> I'm not sure if it's like 3.8.x but there's a checkbox to include disabled custom fields. Curtis Jonathan Jeppson wrote: > All, > > I created a new custom field and unchecked the enable box to disable it and now I can not see the custom field in the UI. > > Also, I don't know if it is related to the above, but in the Ticket Search, I can no longer add custom fields to the display criteria. > > Any ideas? > > Thanks! > Jon > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > From emhnemhn at gmail.com Mon Nov 17 17:17:43 2008 From: emhnemhn at gmail.com (Ernesto Hernandez-Novich) Date: Mon, 17 Nov 2008 17:47:43 -0430 Subject: [rt-users] A serial custom field... sort of In-Reply-To: <48D7D3C6.5010704@lbl.gov> References: <1222092897.15767.23.camel@trillian.ius.cc> <48D7D3C6.5010704@lbl.gov> Message-ID: <1226960263.10377.38.camel@trillian.ius.cc> On Mon, 2008-09-22 at 10:20 -0700, Kenneth Crocker wrote: > What you are talking about is a Queue-specific reference number. Not > hard to do. For every queue that needs this, define the CF with an > appropriate name for a specific Queue (I believe in 3.8.1 you can define > Queue-level CF's that do NOT have to be on a ticket. I'm using 3.6 and can't upgrade to 3.8 for the time being. I've used 'my-seq' and 'my-val' as CFs. The former is supposed to hold the last used value while the latter holds the value for the current ticket. I created both CFs as applying to Tickets; if I understand correctly 'my-seq' should be a "per queue" CF but I can't find a way to do that in 3.6 > You then write a Queue-level script that examines a transaction and if the type > is a create, and it is for one of the Queues that needs this CF, then > pull the CF for THAT "Queue" and add 1 to it and then put that new > number back in the "Queue-level" CF and also insert it into the new > ticket in that queue. Hope this helps. I wrote a scrip that reads my-seq, increments it and then stores it in both fields. When I create a new ticket, both fields end up with the same value, the problem being that 'my-seq' behaves like it's undefined for every ticket, so all my tickets end up with 1 stored in my-seq and my-val. I think 'my-seq' is different for every ticket, instead of being a singleton. Ideas or suggestions? -- Ernesto Hern?ndez-Novich - Linux 2.6.18 i686 - Unix: Live free or die! Geek by nature, Linux by choice, Debian of course. If you can't aptitude it, it isn't useful or doesn't exist. GPG Key Fingerprint = 438C 49A2 A8C7 E7D7 1500 C507 96D6 A3D6 2F4C 85E3 From dominic.hargreaves at oucs.ox.ac.uk Mon Nov 17 17:20:54 2008 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Mon, 17 Nov 2008 22:20:54 +0000 Subject: [rt-users] Auto reply - ticket transaction In-Reply-To: References: Message-ID: <20081117222054.GA19918@gunboat-diplomat.oucs.ox.ac.uk> On Mon, Nov 17, 2008 at 10:09:26PM +0200, Monti gmail wrote: > I want to write a scrip which will send a template upon ticket change status > to "resolved". > the template should be according to a transaction custom field value. > > This should solve the need to re-write the same resolution answer over and > over manually, by selecting the transaction CF value. For example: "Check > Network connection" this should send the template "Check NW". > > I've tried to implement it but I failed to read the transaction CF value and > I am seeking for any suggestion to implement this scrip. > > if any of you can share with us such written scrip it will be greatly > appreciated. I've not used it, but this looks like a job for RTFM Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From vadud3 at gmail.com Mon Nov 17 17:34:11 2008 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 17 Nov 2008 17:34:11 -0500 Subject: [rt-users] Upgrade RT In-Reply-To: References: Message-ID: Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap somewhere? Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT? It looks complicated w/o a roadmap. I am using RT in production environment On Fri, Nov 14, 2008 at 5:04 PM, Asif Iqbal wrote: > Hi All > > Here is my current setup for RT > > RT 3.4.5 > Perl 5.8.6 > DBIx::SearchBuilder 1.40 > Apache 1.3.33 > mod_perl 2.8.22 > OpenSSL 0.9.7g > mysqld Ver 4.0.24-log for pc-solaris2.10 on i386 (Source distribution) > > I like to upgrade it to latest RT. > > Is there a path I can follow? Do I also need to upgrade mysql? > > Thanks > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From KFCrocker at lbl.gov Mon Nov 17 18:58:41 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 17 Nov 2008 15:58:41 -0800 Subject: [rt-users] A serial custom field... sort of In-Reply-To: <1226960263.10377.38.camel@trillian.ius.cc> References: <1222092897.15767.23.camel@trillian.ius.cc> <48D7D3C6.5010704@lbl.gov> <1226960263.10377.38.camel@trillian.ius.cc> Message-ID: <49220531.40306@lbl.gov> Ernesto, When creating a Ticket CF, one of the steps is to choose which Queues to "Apply" it to. If it is Global, then you navigate to Configuration->Global->Custom Fields and in that screen each CF you check will be Global, meaning it is applied to ALL queues. I can't comment on how you use them or your code, as I haven't seen it. But that's how to apply a CF. Kenn LBNL On 11/17/2008 2:17 PM, Ernesto Hernandez-Novich wrote: > On Mon, 2008-09-22 at 10:20 -0700, Kenneth Crocker wrote: >> What you are talking about is a Queue-specific reference number. Not >> hard to do. For every queue that needs this, define the CF with an >> appropriate name for a specific Queue (I believe in 3.8.1 you can define >> Queue-level CF's that do NOT have to be on a ticket. > > I'm using 3.6 and can't upgrade to 3.8 for the time being. > > I've used 'my-seq' and 'my-val' as CFs. The former is supposed to hold > the last used value while the latter holds the value for the current > ticket. I created both CFs as applying to Tickets; if I understand > correctly 'my-seq' should be a "per queue" CF but I can't find a way to > do that in 3.6 > >> You then write a Queue-level script that examines a transaction and if the type >> is a create, and it is for one of the Queues that needs this CF, then >> pull the CF for THAT "Queue" and add 1 to it and then put that new >> number back in the "Queue-level" CF and also insert it into the new >> ticket in that queue. Hope this helps. > > I wrote a scrip that reads my-seq, increments it and then stores it in > both fields. When I create a new ticket, both fields end up with the > same value, the problem being that 'my-seq' behaves like it's undefined > for every ticket, so all my tickets end up with 1 stored in my-seq and > my-val. I think 'my-seq' is different for every ticket, instead of being > a singleton. > > Ideas or suggestions? From wayne at fsckin.com Mon Nov 17 21:44:15 2008 From: wayne at fsckin.com (Wayne Richardson) Date: Mon, 17 Nov 2008 20:44:15 -0600 Subject: [rt-users] Moving a CF in the web interface Message-ID: Is it possible to move custom fields' placement in the 3.8.1 web interface, to make them feel better integrated? For example we use priority and severity (a custom field) as two ways to classify tickets and would like to place them next to each other in the basics section in the ticket metadata, instead of priority in basics and severity in the custom fields section. -Wayne Kenneth Crocker wrote: >Ernesto, > > > When creating a Ticket CF, one of the steps is to choose which Queues >to "Apply" it to. If it is Global, then you navigate to >Configuration->Global->Custom Fields and in that screen each CF you >check will be Global, meaning it is applied to ALL queues. I can't >comment on how you use them or your code, as I haven't seen it. But >that's how to apply a CF. > > >Kenn >LBNL > >On 11/17/2008 2:17 PM, Ernesto Hernandez-Novich wrote: >> On Mon, 2008-09-22 at 10:20 -0700, Kenneth Crocker wrote: >>> What you are talking about is a Queue-specific reference number. Not >>> hard to do. For every queue that needs this, define the CF with an >>> appropriate name for a specific Queue (I believe in 3.8.1 you can define >>> Queue-level CF's that do NOT have to be on a ticket. >> >> I'm using 3.6 and can't upgrade to 3.8 for the time being. >> >> I've used 'my-seq' and 'my-val' as CFs. The former is supposed to hold >> the last used value while the latter holds the value for the current >> ticket. I created both CFs as applying to Tickets; if I understand >> correctly 'my-seq' should be a "per queue" CF but I can't find a way to >> do that in 3.6 >> >>> You then write a Queue-level script that examines a transaction and if the type >>> is a create, and it is for one of the Queues that needs this CF, then >>> pull the CF for THAT "Queue" and add 1 to it and then put that new >>> number back in the "Queue-level" CF and also insert it into the new >>> ticket in that queue. Hope this helps. >> >> I wrote a scrip that reads my-seq, increments it and then stores it in >> both fields. When I create a new ticket, both fields end up with the >> same value, the problem being that 'my-seq' behaves like it's undefined >> for every ticket, so all my tickets end up with 1 stored in my-seq and >> my-val. I think 'my-seq' is different for every ticket, instead of being >> a singleton. >> >> Ideas or suggestions? > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com From JacG at kocschool.k12.tr Tue Nov 18 02:48:39 2008 From: JacG at kocschool.k12.tr (Jac Gubbels GUBBELS) Date: Tue, 18 Nov 2008 09:48:39 +0200 Subject: [rt-users] RTx::EmailCompletion config problems In-Reply-To: References: <95E0E8407D5E734C9AC2A29AC8EAA34E037AD38B@kl1srv4.kol.vkv> Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E02C24238@kl1srv4.kol.vkv> Ok, but the link you need points from RTx-EmailCompletion to EmailCompletion. The EmailCompletion dir is created by the install script, but the link to it has to be made manually as RT is looking for RTx-EmailCompletion directory. The Heritage of earlier versions of this plugin I think. So I think you got my point backwards :-) -- Jac Gubbels PS: I have cc-ed this message (striped of your personal data) to the rt users list. So others can benefit from it as well. >> Sent: Monday, November 17, 2008 9:47 PM >> To: Jac Gubbels GUBBELS >> Subject: Re: [rt-users] RTx::EmailCompletion config problems >> Thanks for the input but unfortunately not, I checked the plugins directory and in fact the plugin folder is named >> EmailCompletion already so symbolic link wouldn't work. Alas we are still without email completion. >> Regards, >> Aaron Guise From Albert.Shih at obspm.fr Tue Nov 18 05:02:05 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 18 Nov 2008 11:02:05 +0100 Subject: [rt-users] Send a comment In-Reply-To: References: <20081117144711.GA58877@obspm.fr> <1226935020.15342.50.camel@pcx4546.desy.de> <20081117155021.GK58877@obspm.fr> Message-ID: <20081118100205.GH29000@obspm.fr> Le 17/11/2008 ? 10:54:29-0500, Stephen Turner a ?crit > On Mon, 17 Nov 2008 10:50:21 -0500, Albert Shih > wrote: > > > > > When I've some mail from rt with subject like > > > > [NAME_OF_MY_SERVER #X] Subject_of_the_ticket > > > > and I reply it and changing the ?To: ? field to ?myqueue-comment? it's > > working. > > > > But sometime I don't have the original mail from RT, or maybe I just want > > to add some comments, in this situation I don't known what I need (I mean > > the minimum) to put in the subjet to make RT understand it's comment for > > the ticket X and not ticket Y. > > > > Best regards. > > > > And thanks for you answers. > > > > > > JAS > > > You have to put [NAME_OF_MY_SERVER #X] in the subject line to get the > comment to go to the right ticket. Lots of thanks. It's work perfectily. Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Mar 18 nov 2008 11:01:42 CET From tjrc at sanger.ac.uk Tue Nov 18 05:06:14 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 18 Nov 2008 10:06:14 +0000 Subject: [rt-users] RT 3.8.1 and adding a custom portlet to the database Message-ID: Ages ago, I tried doing an RT 3.8.0 upgrade, and I worked out a way of creating a new portlet for all my users' front pages which showed tickets they'd submitted, and this involved me adding a bit of extra data to the upgrade process. I even still have the content of that upgrade file: @Attributes = ( { Name => 'Search - My Requested Tickets', Description => '[_1] tickets I requested', Content => { Format => q{'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, OwnerName}, Query => " Requestor.id = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled')", OrderBy => 'id', Order => 'DESC' }, }, ); 1; What I can't remember for the life of me is what the command line invocation is to load that data file into the appropriate chunk of the database. Can you help me out here? Thanks, Tim PS. Apologies to rt-devel folks who've already seen this message -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From tjrc at sanger.ac.uk Tue Nov 18 05:33:48 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 18 Nov 2008 10:33:48 +0000 Subject: [rt-users] Upgrade RT In-Reply-To: References: Message-ID: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk> On 17 Nov 2008, at 10:34 pm, Asif Iqbal wrote: > Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap > somewhere? You can do this in almost one go, yes. It's almost exactly what I'm doing with my production RT, where I'm going from 3.4.2 to 3.8.1 > > Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT? Yes. Or at least, here's what I've tested, and seems to work quite well: 1) Set up a new RT box for your new server, so that you can always back out if this goes wrong. On this server, install the new version of MySQL you want to use, and install RT 3.8.1 2) Make a dump of your production MySQL instance, and load it into the new MySQL database. 3) Run the /opt/rt3/sbin/rt-setup-database --action upgrade command as detailed in the RT 3.8.1 README file, but only as far as version 3.8.0 4) Run the MySQL upgrade script, as detailed in UPGRADING.mysql, and apply the SQL statements it wants you to make. This can take a long time; the alter table statements are pretty slow-running. 5) Run the /opt/rt3/sbin/rt-setup-database --action upgrade thing again for the last small changes from 3.8.0 to 3.8.1 After that, it all seemed to work pretty well. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From elacour at easter-eggs.com Tue Nov 18 06:16:51 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 18 Nov 2008 12:16:51 +0100 Subject: [rt-users] [Rt-devel] RT 3.8.1 and adding a new portlet to the database In-Reply-To: References: Message-ID: <20081118111650.GF1897@easter-eggs.com> On Tue, Nov 18, 2008 at 10:02:39AM +0000, Tim Cutts wrote: > Ages ago, I tried doing an RT 3.8.0 upgrade, and I worked out a way of > creating a new portlet for all my users' front pages which showed > tickets they'd submitted, and this involved me adding a bit of extra > data to the upgrade process. I even still have the content of that > upgrade file: > > @Attributes = ( > { Name => 'Search - My Requested Tickets', > Description => '[_1] tickets I requested', > Content => > { Format => q{'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, > ExtendedStatus, OwnerName}, > Query => " Requestor.id = '__CurrentUser__' AND ( Status = > 'new' OR Status = 'open' OR Status = 'stalled')", > OrderBy => 'id', > Order => 'DESC' > }, > }, > ); > > 1; > > What I can't remember for the life of me is what the command line > invocation is to load that data file into the appropriate chunk of the > database. Can you help me out here? > rt-setup-database --action insert --datafile your file rt-setup-database --help for more infos ;) From tjrc at sanger.ac.uk Tue Nov 18 06:40:11 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 18 Nov 2008 11:40:11 +0000 Subject: [rt-users] [Rt-devel] RT 3.8.1 and adding a new portlet to the database In-Reply-To: <20081118111650.GF1897@easter-eggs.com> References: <20081118111650.GF1897@easter-eggs.com> Message-ID: <5A34AB71-78B5-4229-ACD2-332EF0BCFBC8@sanger.ac.uk> On 18 Nov 2008, at 11:16 am, Emmanuel Lacour wrote: > rt-setup-database --action insert --datafile your file Thanks, yep, just discovered that for myself, with a little reading of the source code. Thanks! Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From Munsch at phillycarshare.org Tue Nov 18 08:27:39 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Tue, 18 Nov 2008 08:27:39 -0500 Subject: [rt-users] Undefined subroutine &RT::Authen::ExternalAuth::UserExists References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc><49145394.70704@jennic.com><112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18CFD7BF@pcsexch.phillycarshare.loc><112A77B7EB8C584FBD7F05CA4B499D18D469A4@pcsexch.phillycarshare.loc><491BF5BB.5040702@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18D46D65@pcsexch.phillycarshare.loc> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D4704F@pcsexch.phillycarshare.loc> Hello, I'm sorry I don't know more about this, but I never will at this rate. I don't know where to begin. I still get Undefined subroutine &RT::Authen::ExternalAuth::UserExists Despite multiple reinstalls and following various flavors of install instructions and HOWTOs. I see the sub UserExists is defined in /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth .pm Which is readable by the webserver user and group. So: - is this a perl problem, it not seeing that sub? - is it the webserver, not finding the file? - is it something else entirely? Hours of searching generic 'undef sub' perl issues are too varied to be useful (tho I've checked over a few things), and the only results for this particular issue are my own messages on this list. If you think I should be bugging someone else about this, that's fine with me: any idea who..? Thanks, ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x138 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Robert Munsch > Sent: Friday, November 14, 2008 4:50 PM > To: mike.peachey at jennic.com > Cc: RT Users > Subject: Re: [rt-users] Undefined Subroutine (was: CALLING > EXTERNALAUTHTESTERS - v0.07_01 nowavailable.) > > I've checked and I'm not sure what's going wrong, still. Basic config > seems OK. ExternalAuth is in place and fully (re-)installed. LDAP.pm > exists and is properly readable by the webserver: > > root at data:/opt/rt3/var/log# ls -lah > /opt/rt3/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth/ > total 44K > drwxr-xr-x 2 www-data www-data 4.0K 2008-11-14 16:37 . > drwxr-xr-x 3 www-data www-data 4.0K 2008-11-14 16:37 .. > -r--r--r-- 1 www-data www-data 13K 2008-11-06 13:20 DBI.pm > -r--r--r-- 1 www-data www-data 18K 2008-11-06 13:36 LDAP.pm > > And yet I still get > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > h/autohandler/Auth line 39. > > When I attempt any kind of login. Line 39 is the last line in this > block: > > # Unless we have loaded a valid user with a UserID > # check if user exists externally and autocreate if it does > unless ($session{'CurrentUser'}->Id) { > if(RT::Authen::ExternalAuth::UserExists($user)){ > > and my debug-level logs for this show the following (password is bogus - > what I actually typed, just not a real password): > > --- > [Fri Nov 14 21:37:54 2008] [error]: Working around bug in RT and > reloading RT::User > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:12) > Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xc010f90)', 'Working around > bug in RT and reloading RT::User') called at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > h/autohandler/Auth line 12 > HTML::Mason::Commands::__ANON__('pass', '65dfg', 'user', 'munsch') > called at /usr/local/share/perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc8 > e2c60)', 'pass', '65dfg', 'user', 'munsch') called at > /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1279 > eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line > 1274 > HTML::Mason::Request::comp(undef, undef, 'pass', '65dfg', 'user', > 'munsch') called at /opt/rt3/bin/../lib/RT/Interface/Web/Request.pm line > 176 > RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH( > 0xc9081e0)', 'pass', '65dfg', 'user', 'munsch', 'CallbackName', 'Auth') > called at /opt/rt3/share/html/autohandler line 253 > HTML::Mason::Commands::__ANON__('pass', '65dfg', 'user', 'munsch') > called at /usr/local/share/perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc7 > dc4d0)', 'pass', '65dfg', 'user', 'munsch') called at > /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1279 > eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line > 1274 > HTML::Mason::Request::comp(undef, undef, undef, 'pass', '65dfg', 'user', > 'munsch') called at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm > line 473 > eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 473 > eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 425 > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xc9081e0)' > ) called at /usr/local/share/perl/5.8.8/HTML/Mason/ApacheHandler.pm line > 168 > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=H > ASH(0xc9081e0)') called at > /usr/local/share/perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > ASH(0x1171890)', 'Apache2::RequestRec=SCALAR(0xc923dd0)') called at > /opt/rt3/bin/webmux.pl line 148 > eval {...} at /opt/rt3/bin/webmux.pl line 148 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc923dd0)') called at -e > line 0 > eval {...} at -e line 0 > > --- > > Any help or pointing in any kind of direction at all would be > appreciated. I don't understand what the logs are trying to tell me. > LDAP.pm is there, ::UserExists is called by the code, but it complains > there's no such animal. This is a 5-minute-old fresh install of 7_01. > > Clearly it's working for most people - what's so special about my > ::UserExists call..? > > Halp!, > > Rob > > > -----Original Message----- > From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike > Peachey > Sent: Thursday, November 13, 2008 4:39 AM > To: Robert Munsch > Cc: RT Users > Subject: Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 > nowavailable. > > Robert Munsch wrote: > > Still experiencing this. Not sure what's going on. Any attempt at > > login for any user - root or otherwise - gets this: > > > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at > > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > > h/autohandler/Auth line 39. > > > > The difference being only that if I tried logging in as a user that > > doesn't exist yet and should be looked up in AD, refreshing the page > > gives me the login screen again: and if I tried logging in as root, it > > says line 89 instead of 39 and refreshing the page gives me RT at a > > glance successfully. > > > > Very confused. > > I would really like to help, but I'm having difficulty seeing where the > problem might be. It's very much a perl/systemconfiguration/rt-core > problem - I'm much better on ExternalAuth issues. > > >> You might want to try, as the user your web server runs as, > >> not root: > >> perl -I/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib - > > MRT::Authen::ExternalAuth -e1 > > > > Did that. No apparent output: just hangs until I ctrl-C. > > This could be telling.. though I'm not sure what of. > > I know this has probably been mentioned before, but just in case it's > worth at least suggesting: > > chown -R apache:apache /opt/rt3 > > (or whatever is your web user, web group and $RTHOME). > -- > 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 > __________________________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From bistevins at gmail.com Tue Nov 18 08:52:45 2008 From: bistevins at gmail.com (Janis Daniel Bistevins) Date: Tue, 18 Nov 2008 10:52:45 -0300 Subject: [rt-users] Removing plugins Message-ID: <1b47fd660811180552l325486fdh1f2559eeebc3a5a4@mail.gmail.com> Hi, We are evaluating RT to be used at our organization and hence trying out some extensions. I've installed the Timeline extension and after some time I've found that the calendar is more usefull. Besides I've found that the bulk update stops running since the timeline was installed, as this messages says [1]. Now I remove the timeline from the plugin list at the RT_SiteConfig.pm file and I still have the link in my search results to the timeline and no bulk update. What else do I need to do to remove that extension? best regards, [1] http://www.gossamer-threads.com/lists/rt/users/79010?search_string=bulk%20timeline;#79010 -- Janis Daniel Bistevins From vadud3 at gmail.com Tue Nov 18 10:27:14 2008 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 18 Nov 2008 10:27:14 -0500 Subject: [rt-users] Upgrade RT In-Reply-To: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk> References: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk> Message-ID: On Tue, Nov 18, 2008 at 5:33 AM, Tim Cutts wrote: > > On 17 Nov 2008, at 10:34 pm, Asif Iqbal wrote: > >> Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap >> somewhere? > > You can do this in almost one go, yes. It's almost exactly what I'm doing > with my production RT, where I'm going from 3.4.2 to 3.8.1 > >> >> Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT? > > Yes. Or at least, here's what I've tested, and seems to work quite well: > > 1) Set up a new RT box for your new server, so that you can always back out > if this goes wrong. On this server, install the new version of MySQL you > want to use, and install RT 3.8.1 > > 2) Make a dump of your production MySQL instance, and load it into the new What switches did you use to dump the mysql? I see few gotcha's about using binary characters and separate dump for attachment table and stuff > MySQL database. > > 3) Run the /opt/rt3/sbin/rt-setup-database --action upgrade command as > detailed in the RT 3.8.1 README file, but only as far as version 3.8.0 > > 4) Run the MySQL upgrade script, as detailed in UPGRADING.mysql, and apply > the SQL statements it wants you to make. This can take a long time; the > alter table statements are pretty slow-running. > > 5) Run the /opt/rt3/sbin/rt-setup-database --action upgrade thing again for > the last small changes from 3.8.0 to 3.8.1 > > After that, it all seemed to work pretty well. > > Tim > > > -- > The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited, a > charity registered in England with number 1021457 and acompany registered in > England with number 2742969, whose registeredoffice is 215 Euston Road, > London, NW1 2BE. > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From ruz at bestpractical.com Tue Nov 18 10:35:13 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 18 Nov 2008 18:35:13 +0300 Subject: [rt-users] Upgrade RT In-Reply-To: References: Message-ID: <589c94400811180735wa48ac54na67f81f4f93a8428@mail.gmail.com> On Tue, Nov 18, 2008 at 1:34 AM, Asif Iqbal wrote: > Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap > somewhere? > > Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT? Upgrade of mysql is not required, but mysql 4.0.x is not supported anymore by mysql development team. However, mysql 4.1 is not good target as well. Use mysql 5.0.X where X is greater than 45. Don't use 5.1 for a while, it has some known performance issues. As it's been mentioned by Tim you'll have to follow UPGRADING.mysql doc if you're going to upgrade mysql server by the way. > > It looks complicated w/o a roadmap. > > I am using RT in production environment > > On Fri, Nov 14, 2008 at 5:04 PM, Asif Iqbal wrote: >> Hi All >> >> Here is my current setup for RT >> >> RT 3.4.5 >> Perl 5.8.6 >> DBIx::SearchBuilder 1.40 >> Apache 1.3.33 >> mod_perl 2.8.22 >> OpenSSL 0.9.7g >> mysqld Ver 4.0.24-log for pc-solaris2.10 on i386 (Source distribution) >> >> I like to upgrade it to latest RT. >> >> Is there a path I can follow? Do I also need to upgrade mysql? >> >> Thanks >> >> -- >> Asif Iqbal >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >> > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Nov 18 10:46:29 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 18 Nov 2008 18:46:29 +0300 Subject: [rt-users] Removing plugins In-Reply-To: <1b47fd660811180552l325486fdh1f2559eeebc3a5a4@mail.gmail.com> References: <1b47fd660811180552l325486fdh1f2559eeebc3a5a4@mail.gmail.com> Message-ID: <589c94400811180746o77c0fd4ek73c39aac4842ce16@mail.gmail.com> Timeline most probably has not been updated with new installer and installs using old fashion way. Use list of files from its tarball or MANIFEST file there if it's exists. On Tue, Nov 18, 2008 at 4:52 PM, Janis Daniel Bistevins wrote: > Hi, > We are evaluating RT to be used at our organization and hence trying > out some extensions. > I've installed the Timeline extension and after some time I've found > that the calendar is more usefull. Besides I've found that the bulk > update stops running since the timeline was installed, as this > messages says [1]. > Now I remove the timeline from the plugin list at the RT_SiteConfig.pm > file and I still have the link in my search results to the timeline > and no bulk update. > What else do I need to do to remove that extension? > > best regards, > > [1] http://www.gossamer-threads.com/lists/rt/users/79010?search_string=bulk%20timeline;#79010 > -- > Janis Daniel Bistevins > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 monti.mail at gmail.com Tue Nov 18 11:16:57 2008 From: monti.mail at gmail.com (Monti gmail) Date: Tue, 18 Nov 2008 18:16:57 +0200 Subject: [rt-users] Auto reply - ticket transaction In-Reply-To: <20081117222054.GA19918@gunboat-diplomat.oucs.ox.ac.uk> References: <20081117222054.GA19918@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: It might be but I am looking for something simpler, using CF value select the appropriate template to send. I have done that already but I am having problems to extract the CF value since it is a "Ticket Transaction" type of CF. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Tue Nov 18 11:28:36 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 18 Nov 2008 11:28:36 -0500 Subject: [rt-users] Auto reply - ticket transaction In-Reply-To: References: <20081117222054.GA19918@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: On Tue, 18 Nov 2008 11:16:57 -0500, Monti gmail wrote: > It might be but I am looking for something simpler, using CF value select > the appropriate template to send. > I have done that already but I am having problems to extract the CF value > since it is a "Ticket Transaction" type of CF. I may be wrong (I'm still using 3.4.2) but I don't think transaction CFs are accessible from scrips - Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From tjrc at sanger.ac.uk Tue Nov 18 11:37:34 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 18 Nov 2008 16:37:34 +0000 Subject: [rt-users] Upgrade RT In-Reply-To: References: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk> Message-ID: <0424905C-5A00-483C-8B1E-9F81D3BA2946@sanger.ac.uk> On 18 Nov 2008, at 3:27 pm, Asif Iqbal wrote: > What switches did you use to dump the mysql? I see few gotcha's about > using binary characters > and separate dump for attachment table and stuff I haven't tested the attachments thoroughly yet, so I don't know whether it worked. I just used one of our regular backup dumps, which isn't massively complicated. Our RT instance is replicated, and we back up off the slave using: mysqldump --defaults-extra-file=/mysql/data_3307/slave.cnf --single- transaction --flush-logs --master-data=2 --all-databases -q | gzip > backup.gz Are there particular attachment types I should look for to check whether things are working? Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From aschmitz at lehighgas.com Tue Nov 18 11:33:51 2008 From: aschmitz at lehighgas.com (Adrian Schmitz) Date: Tue, 18 Nov 2008 11:33:51 -0500 Subject: [rt-users] Reporting hours worked by category Message-ID: <3D753CDC7D3A054CADC4DC2DF4C9F66502027812@LGC-MX01.corp.lehighgas.local> I have a custom field that I use to group our problems into categories (Software-MS Office, Hardware-Router, etc). We also populate the "hours worked" field as we work tickets. Is there some way I can produce a report showing a sum of hours worked for each problem category? Or, if anyone uses a different approach to a similar problem, those suggestions are also appreciated. I'm just trying to come up with a good way to demonstrate how my department is spending its hours. -Adrian -------------- next part -------------- An HTML attachment was scrubbed... URL: From aschmitz at lehighgas.com Tue Nov 18 11:35:20 2008 From: aschmitz at lehighgas.com (Adrian Schmitz) Date: Tue, 18 Nov 2008 11:35:20 -0500 Subject: [rt-users] Reporting hours worked by category Message-ID: <3D753CDC7D3A054CADC4DC2DF4C9F66502027813@LGC-MX01.corp.lehighgas.local> I'm running 3.8.1, in case that's important. -Adrian From: Adrian Schmitz Sent: Tuesday, November 18, 2008 11:34 AM To: 'rt-users at lists.bestpractical.com' Subject: Reporting hours worked by category I have a custom field that I use to group our problems into categories (Software-MS Office, Hardware-Router, etc). We also populate the "hours worked" field as we work tickets. Is there some way I can produce a report showing a sum of hours worked for each problem category? Or, if anyone uses a different approach to a similar problem, those suggestions are also appreciated. I'm just trying to come up with a good way to demonstrate how my department is spending its hours. -Adrian -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Tue Nov 18 11:47:08 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 18 Nov 2008 16:47:08 +0000 Subject: [rt-users] Upgrade RT In-Reply-To: References: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk> Message-ID: <4BAB9329-9399-4FA1-8364-2D122E8E9CF9@sanger.ac.uk> > What switches did you use to dump the mysql? I see few gotcha's about > using binary characters > and separate dump for attachment table and stuff OK, yes, I've just looked at an attachment to one of our tickets, and yes, it's corrupted. Bugger. So I've obviously missed something. I thought that all one needed to do was to apply the mysql 4.0->4.1 patches at the appropriate point, but clearly something is wrong. Or is it what you allude to above, and we need to do something smarter when dumping the Attachment table? Can you give me some references to where you've seen the gotchas? Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From jpierce at cambridgeenergyalliance.org Tue Nov 18 11:54:15 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 18 Nov 2008 11:54:15 -0500 Subject: [rt-users] Removing plugins In-Reply-To: <1b47fd660811180552l325486fdh1f2559eeebc3a5a4@mail.gmail.com> References: <1b47fd660811180552l325486fdh1f2559eeebc3a5a4@mail.gmail.com> Message-ID: > I've installed the Timeline extension and after some time I've found > that the calendar is more usefull. Besides I've found that the bulk > update stops running since the timeline was installed, as this > messages says [1]. That's not what I said. I said Timeline replaces the link to bulk update. Bulk Update is still there, and all you have to do is change the index used for the tab callback link in Timeline. -- Cambridge Energy Alliance: Save money. Save the planet. From tjrc at sanger.ac.uk Tue Nov 18 12:04:41 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 18 Nov 2008 17:04:41 +0000 Subject: [rt-users] Upgrade RT In-Reply-To: <4BAB9329-9399-4FA1-8364-2D122E8E9CF9@sanger.ac.uk> References: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk> <4BAB9329-9399-4FA1-8364-2D122E8E9CF9@sanger.ac.uk> Message-ID: On 18 Nov 2008, at 4:47 pm, Tim Cutts wrote: >> What switches did you use to dump the mysql? I see few gotcha's about >> using binary characters >> and separate dump for attachment table and stuff > > OK, yes, I've just looked at an attachment to one of our tickets, and > yes, it's corrupted. Bugger. So I've obviously missed something. I > thought that all one needed to do was to apply the mysql 4.0->4.1 > patches at the appropriate point, but clearly something is wrong. Or > is it what you allude to above, and we need to do something smarter > when dumping the Attachment table? Can you give me some references to > where you've seen the gotchas? Answered my own question. About to test again using --default- character-set=binary and see whether that fixes things. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From bistevins at gmail.com Tue Nov 18 12:55:03 2008 From: bistevins at gmail.com (Janis Daniel Bistevins) Date: Tue, 18 Nov 2008 14:55:03 -0300 Subject: [rt-users] Removing plugins In-Reply-To: References: <1b47fd660811180552l325486fdh1f2559eeebc3a5a4@mail.gmail.com> Message-ID: <1b47fd660811180955s1066b909oce037265e1c715b8@mail.gmail.com> On Tue, Nov 18, 2008 at 1:54 PM, Jerrad Pierce wrote: >> I've installed the Timeline extension and after some time I've found >> that the calendar is more usefull. Besides I've found that the bulk >> update stops running since the timeline was installed, as this >> messages says [1]. > > That's not what I said. I said Timeline replaces the link to bulk update. > Bulk Update is still there, and all you have to do is change the index > used for the tab callback link in Timeline. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > Sorry, Jerrad, for misunderstand you answer. Could you please explain to me some more about this? -- Janis Daniel Bistevins From aliase573201 at mac.com Tue Nov 18 12:56:26 2008 From: aliase573201 at mac.com (Tom Smith) Date: Tue, 18 Nov 2008 10:56:26 -0700 Subject: [rt-users] Switching from mod_perl to FastCGI Message-ID: I'd like to move from mod_perl to FastCGI and was wondering if there will be any side affects to making such a change, especially considering that my RT instance has been up and running on mod_perl for some time. I haven't found a lot of information about switching from one to the other so I also wanted to see if anyone could provide me any feedback as to changes that may need to be made to RT in order to make such a change. Thank you, in advance, for the input! ~ Tom From Munsch at phillycarshare.org Tue Nov 18 13:09:20 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Tue, 18 Nov 2008 13:09:20 -0500 Subject: [rt-users] Undefined subroutine&RT::Authen::ExternalAuth::UserExists - Probably Resolved References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc><49145394.70704@jennic.com><112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18CFD7BF@pcsexch.phillycarshare.loc><112A77B7EB8C584FBD7F05CA4B499D18D469A4@pcsexch.phillycarshare.loc><491BF5BB.5040702@jennic.com><112A77B7EB8C584FBD7F05CA4B499D18D46D65@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D4704F@pcsexch.phillycarshare.loc> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D4712F@pcsexch.phillycarshare.loc> Ripped out everything, including perl, apache2, rt, and the equine companions they ambulated towards me with. Obliterated any file that looked like it was even thinking of the string "authen". Put it all back very slowly. While i've made some mistakes in my LDAP config and I'm not successfully authenticating, I get a proper "Your username or password is incorrect" on the login page, not the horrible perl error from before. Not really sure what could've done it. At some point when 06 was out, I think I tried using the CPAN version of that: I thought I blew all those files away, but at this point I'm betting I missed one. I hope this info is useful to someone at some point. Now I go back to trying to sweet-talk my AD server. ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x138 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Robert Munsch > Sent: Tuesday, November 18, 2008 8:28 AM > To: RT Users > Subject: [rt-users] Undefined > subroutine&RT::Authen::ExternalAuth::UserExists > > Hello, > > I'm sorry I don't know more about this, but I never will at this rate. > I don't know where to begin. I still get > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists > > Despite multiple reinstalls and following various flavors of install > instructions and HOWTOs. > > I see the sub UserExists is defined in > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth > .pm > Which is readable by the webserver user and group. So: > > - is this a perl problem, it not seeing that sub? > - is it the webserver, not finding the file? > - is it something else entirely? > > Hours of searching generic 'undef sub' perl issues are too varied to be > useful (tho I've checked over a few things), and the only results for > this particular issue are my own messages on this list. If you think I > should be bugging someone else about this, that's fine with me: any idea > who..? > > Thanks, > > ------------------------ > Rob Munsch > IT Administrator > http://www.PhillyCarShare.org > Our wheels. Your freedom. > 215-730-0988 x138 > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Robert Munsch > > Sent: Friday, November 14, 2008 4:50 PM > > To: mike.peachey at jennic.com > > Cc: RT Users > > Subject: Re: [rt-users] Undefined Subroutine (was: CALLING > > EXTERNALAUTHTESTERS - v0.07_01 nowavailable.) > > > > I've checked and I'm not sure what's going wrong, still. Basic config > > seems OK. ExternalAuth is in place and fully (re-)installed. LDAP.pm > > exists and is properly readable by the webserver: > > > > root at data:/opt/rt3/var/log# ls -lah > > /opt/rt3/local/plugins/RT-Authen- > > ExternalAuth/lib/RT/Authen/ExternalAuth/ > > total 44K > > drwxr-xr-x 2 www-data www-data 4.0K 2008-11-14 16:37 . > > drwxr-xr-x 3 www-data www-data 4.0K 2008-11-14 16:37 .. > > -r--r--r-- 1 www-data www-data 13K 2008-11-06 13:20 DBI.pm > > -r--r--r-- 1 www-data www-data 18K 2008-11-06 13:36 LDAP.pm > > > > And yet I still get > > > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at > > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > > h/autohandler/Auth line 39. > > > > When I attempt any kind of login. Line 39 is the last line in this > > block: > > > > # Unless we have loaded a valid user with a UserID > > # check if user exists externally and autocreate if it does > > unless ($session{'CurrentUser'}->Id) { > > if(RT::Authen::ExternalAuth::UserExists($user)){ > > > > and my debug-level logs for this show the following (password is bogus > - > > what I actually typed, just not a real password): > > > > --- > > [Fri Nov 14 21:37:54 2008] [error]: Working around bug in RT and > > reloading RT::User > > > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > > th/autohandler/Auth:12) > > Trace begun at /opt/rt3/bin/../lib/RT.pm line 289 > > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xc010f90)', 'Working > around > > bug in RT and reloading RT::User') called at > > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > > h/autohandler/Auth line 12 > > HTML::Mason::Commands::__ANON__('pass', '65dfg', 'user', 'munsch') > > called at /usr/local/share/perl/5.8.8/HTML/Mason/Component.pm line 135 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc8 > > e2c60)', 'pass', '65dfg', 'user', 'munsch') called at > > /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1279 > > eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line > > 1274 > > HTML::Mason::Request::comp(undef, undef, 'pass', '65dfg', 'user', > > 'munsch') called at /opt/rt3/bin/../lib/RT/Interface/Web/Request.pm > line > > 176 > > > RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH( > > 0xc9081e0)', 'pass', '65dfg', 'user', 'munsch', 'CallbackName', > 'Auth') > > called at /opt/rt3/share/html/autohandler line 253 > > HTML::Mason::Commands::__ANON__('pass', '65dfg', 'user', 'munsch') > > called at /usr/local/share/perl/5.8.8/HTML/Mason/Component.pm line 135 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc7 > > dc4d0)', 'pass', '65dfg', 'user', 'munsch') called at > > /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1279 > > eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line > > 1274 > > HTML::Mason::Request::comp(undef, undef, undef, 'pass', '65dfg', > 'user', > > 'munsch') called at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm > > line 473 > > eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line > 473 > > eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line > 425 > > > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xc9081e0)' > > ) called at /usr/local/share/perl/5.8.8/HTML/Mason/ApacheHandler.pm > line > > 168 > > > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=H > > ASH(0xc9081e0)') called at > > /usr/local/share/perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 > > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > > ASH(0x1171890)', 'Apache2::RequestRec=SCALAR(0xc923dd0)') called at > > /opt/rt3/bin/webmux.pl line 148 > > eval {...} at /opt/rt3/bin/webmux.pl line 148 > > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc923dd0)') called at > -e > > line 0 > > eval {...} at -e line 0 > > > > --- > > > > Any help or pointing in any kind of direction at all would be > > appreciated. I don't understand what the logs are trying to tell me. > > LDAP.pm is there, ::UserExists is called by the code, but it complains > > there's no such animal. This is a 5-minute-old fresh install of 7_01. > > > > Clearly it's working for most people - what's so special about my > > ::UserExists call..? > > > > Halp!, > > > > Rob > > > > > > -----Original Message----- > > From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike > > Peachey > > Sent: Thursday, November 13, 2008 4:39 AM > > To: Robert Munsch > > Cc: RT Users > > Subject: Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 > > nowavailable. > > > > Robert Munsch wrote: > > > Still experiencing this. Not sure what's going on. Any attempt at > > > login for any user - root or otherwise - gets this: > > > > > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at > > > > > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > > > h/autohandler/Auth line 39. > > > > > > The difference being only that if I tried logging in as a user that > > > doesn't exist yet and should be looked up in AD, refreshing the page > > > gives me the login screen again: and if I tried logging in as root, > it > > > says line 89 instead of 39 and refreshing the page gives me RT at a > > > glance successfully. > > > > > > Very confused. > > > > I would really like to help, but I'm having difficulty seeing where > the > > problem might be. It's very much a perl/systemconfiguration/rt-core > > problem - I'm much better on ExternalAuth issues. > > > > >> You might want to try, as the user your web server runs as, > > >> not root: > > >> perl -I/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib - > > > MRT::Authen::ExternalAuth -e1 > > > > > > Did that. No apparent output: just hangs until I ctrl-C. > > > > This could be telling.. though I'm not sure what of. > > > > I know this has probably been mentioned before, but just in case it's > > worth at least suggesting: > > > > chown -R apache:apache /opt/rt3 > > > > (or whatever is your web user, web group and $RTHOME). > > -- > > 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 > > __________________________________________________ > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From John.Edwards at stiprepaid.com Tue Nov 18 12:35:25 2008 From: John.Edwards at stiprepaid.com (John Edwards) Date: Tue, 18 Nov 2008 12:35:25 -0500 Subject: [rt-users] Problem with AddTicketHistoryToMail Template Message-ID: <142312255FB7B142A0782320CE4284AA8FA2566CCB@exch01.telcogroupinc.com> I've tried using the template from http://wiki.bestpractical.com/view/AddTicketHistoryToMail and the entire template works perfectly with the exception of displaying the ticket history. This is a clean 3.8.1 install, no migration and only one queue. I get no errors and no other issues with the installation, the history displays in the web interface perfectly. Thanks - John -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Tue Nov 18 13:15:09 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 18 Nov 2008 18:15:09 +0000 Subject: [rt-users] Undefined subroutine&RT::Authen::ExternalAuth::UserExists - Probably Resolved In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D4712F@pcsexch.phillycarshare.loc> References: <49135FF3.3000502@jennic.com><49136A59.4000402@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18CFD59E@pcsexch.phillycarshare.loc><49145394.70704@jennic.com><112A77B7EB8C584FBD7F05CA4B499D18CFD7B2@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18CFD7BF@pcsexch.phillycarshare.loc><112A77B7EB8C584FBD7F05CA4B499D18D469A4@pcsexch.phillycarshare.loc><491BF5BB.5040702@jennic.com><112A77B7EB8C584FBD7F05CA4B499D18D46D65@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D4704F@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D4712F@pcsexch.phillycarshare.loc> Message-ID: <4923062D.5060200@jennic.com> Robert Munsch wrote: > Ripped out everything, including perl, apache2, rt, and the equine > companions they ambulated towards me with. Obliterated any file that > looked like it was even thinking of the string "authen". Put it all > back very slowly. > > While i've made some mistakes in my LDAP config and I'm not successfully > authenticating, I get a proper "Your username or password is incorrect" > on the login page, not the horrible perl error from before. Glad to hear it. -- 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 dominic.hargreaves at oucs.ox.ac.uk Tue Nov 18 14:12:36 2008 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 18 Nov 2008 19:12:36 +0000 Subject: [rt-users] Gnupg interaction with speedycgi in RT 3.8.1 Message-ID: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> Hi, I've noticed that unless Gnupg is disabled, the speedycgi handler terminates after 1 (or sometimes more) requests. When it does, the client gets a 500 response back. This is using my experimental Debian packages on Debian etch, but I can't imagine that the packages are doing anything particular odd that would cause this. I haven't done any deep digging yet, but has anyone already seen this problem? I can't believe I'm doing anything *that* unusual in this regard. Bizzarely, I sometimes get the expected output in the Apache error log (HTTP headers, then what looks like a well-formed HTML document), and sometimes all I get is the standard "Premature end of script headers" message. Does this sound familiar to anyone? Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From jesse at bestpractical.com Tue Nov 18 14:46:52 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Nov 2008 14:46:52 -0500 Subject: [rt-users] Gnupg interaction with speedycgi in RT 3.8.1 In-Reply-To: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> References: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20081118194652.GJ19341@31b.local> On Tue 18.Nov'08 at 19:12:36 +0000, Dominic Hargreaves wrote: > Hi, > > I've noticed that unless Gnupg is disabled, the speedycgi handler > terminates after 1 (or sometimes more) requests. When it does, the > client gets a 500 response back. This is using my experimental Debian > packages on Debian etch, but I can't imagine that the packages are doing > anything particular odd that would cause this. I...didn't know anyone was still using SpeedyCGI with RT. I haven't been able to get it to work at all in years. What happens if you run the SpeedyCGI script by hand and/or crank RT's logging up to "debug"? > > I haven't done any deep digging yet, but has anyone already seen this > problem? I can't believe I'm doing anything *that* unusual in this > regard. > > Bizzarely, I sometimes get the expected output in the Apache error log > (HTTP headers, then what looks like a well-formed HTML document), and > sometimes all I get is the standard "Premature end of script headers" > message. > > Does this sound familiar to anyone? > > Cheers, > Dominic. > > -- > Dominic Hargreaves, Systems Development and Support Team > Computing Services, University of Oxford > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From alexyoung at scoutsolutions.co.uk Tue Nov 18 15:29:52 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 18 Nov 2008 20:29:52 -0000 Subject: [rt-users] Queue specific RTFM articles Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64BD5FEF@s-wor-e-001.SCOUTSOFFICE.local> I am trying to setup queue specific articles in RTFM/RT, but not having much luck. My RTFM structure looks like this: Queues Sale Info Generic Replies The queue is called Sale Info. I have tried putting the articles under Sales Info and Generic Replies. The problem is, they show up in every queue on every ticket, rather than being queue specific. Anyone know where I might be going wrong? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Tue Nov 18 15:33:18 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 18 Nov 2008 15:33:18 -0500 Subject: [rt-users] Odd reminder behavior Message-ID: I seem to be experiencing some odd behavior with reminders created by a particular user. These reminders are showing up in the general queue, regardless of status. Sometimes, they're also unowned. Any ideas on how to remedy this? -- Cambridge Energy Alliance: Save money. Save the planet. From alexyoung at scoutsolutions.co.uk Tue Nov 18 15:57:57 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 18 Nov 2008 20:57:57 -0000 Subject: [rt-users] Queue specific RTFM articles In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64BD5FEF@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64BD5FEF@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64BD5FF0@s-wor-e-001.SCOUTSOFFICE.local> Just found they are showing up correctly in the correct queue, but are being listed in every other queue under "Select an Article to include". Is that expected behaviour? It doesnt show any other articles in the drop down other than the ones that should be queue specific. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Young Sent: 18 November 2008 20:30 To: RT Users Subject: [rt-users] Queue specific RTFM articles I am trying to setup queue specific articles in RTFM/RT, but not having much luck. My RTFM structure looks like this: Queues Sale Info Generic Replies The queue is called Sale Info. I have tried putting the articles under Sales Info and Generic Replies. The problem is, they show up in every queue on every ticket, rather than being queue specific. Anyone know where I might be going wrong? -------------- next part -------------- An HTML attachment was scrubbed... URL: From monti.mail at gmail.com Tue Nov 18 16:21:26 2008 From: monti.mail at gmail.com (Monti gmail) Date: Tue, 18 Nov 2008 23:21:26 +0200 Subject: [rt-users] Auto reply - ticket transaction In-Reply-To: References: <20081117222054.GA19918@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: I am using RT 3.8.1 and I hope it is possible to extract the transaction CF value. On Tue, Nov 18, 2008 at 6:28 PM, Stephen Turner wrote: > On Tue, 18 Nov 2008 11:16:57 -0500, Monti gmail > wrote: > > It might be but I am looking for something simpler, using CF value select >> the appropriate template to send. >> I have done that already but I am having problems to extract the CF value >> since it is a "Ticket Transaction" type of CF. >> > > I may be wrong (I'm still using 3.4.2) but I don't think transaction CFs > are accessible from scrips - > > Steve > > -- > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT IS&T > -------------- next part -------------- An HTML attachment was scrubbed... URL: From daniel.tougas at dalsa.com Tue Nov 18 14:45:21 2008 From: daniel.tougas at dalsa.com (Daniel Tougas) Date: Tue, 18 Nov 2008 14:45:21 -0500 Subject: [rt-users] =?windows-1256?q?JPEG_attachments_corrupted_when_migra?= =?windows-1256?q?ted_to_RT_3=2E8=2E1=FE?= Message-ID: Hi All, I have migrated from RT 3.4.4 to 3.8.1.? As a result,?all JPEG attachments do not display correctly?anymore.? Strangely, BMP attachments are fine. Any help would be much appreciated. Daniel This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Afin de combattre les pourriels, DALSA ne retournera plus d'avis d'echec d'envoi pour les adresses invalides. Ce courriel ainsi que ses pieces jointes sont strictement reserves a l'usage de la ou du destinataire et peut contenir de l'information privilegiee et confidentielle. Si vous avez recu cette correspondance par erreur, veuillez supprimer le message. Merci. -------------- next part -------------- An HTML attachment was scrubbed... URL: From wayne at fsckin.com Tue Nov 18 16:50:34 2008 From: wayne at fsckin.com (Wayne Richardson) Date: Tue, 18 Nov 2008 15:50:34 -0600 Subject: [rt-users] =?windows-1256?q?JPEG_attachments_corrupted_when_migra?= =?windows-1256?q?ted_to_RT_3=2E8=2E1=FE?= In-Reply-To: References: Message-ID: <58f6d7070811181350i1036e033iff650a102168a7@mail.gmail.com> Take a look at the UPGRADING.mysql file included in the distribution, it'll probably solve the problem. 2008/11/18 Daniel Tougas > Hi All, > > I have migrated from RT 3.4.4 to 3.8.1. As a result, all JPEG attachments > do not display correctly anymore. Strangely, BMP attachments are fine. > > Any help would be much appreciated. > > Daniel > > This email and any files transmitted with it are confidential and intended > solely for the use of the individual or entity to whom they are addressed. If > you have received this email in error please notify the system manager. > > Afin de combattre les pourriels, DALSA ne retournera plus d'avis d'echec > d'envoi pour les adresses invalides. Ce courriel ainsi que ses pieces jointes > sont strictement reserves a l'usage de la ou du destinataire et peut contenir > de l'information privilegiee et confidentielle. Si vous avez recu cette > correspondance par erreur, veuillez supprimer le message. Merci. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From John.Edwards at stiprepaid.com Tue Nov 18 17:22:31 2008 From: John.Edwards at stiprepaid.com (John Edwards) Date: Tue, 18 Nov 2008 17:22:31 -0500 Subject: [rt-users] Problem with AddTicketHistoryToMail Template Message-ID: <142312255FB7B142A0782320CE4284AA8FA2566CF6@exch01.telcogroupinc.com> I can use the exact template in a 3.7.2 environment without any issues. The problem area in the template which produces no output in 3.8.1 (the section is just blank) is: ---------------------------------------------------------------- Complete Ticket History ---------------------------------------------------------------- { my $resolved_message = ''; my $last_content = ''; my $transactions = $Ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond', ENTRYAGGREGATOR => 'OR', OPERATOR => '=', ); $transactions->Limit( FIELD => 'Type', VALUE => 'Comment', ENTRYAGGREGATOR => 'OR', OPERATOR => '=', ); while (my $transaction = $transactions->Next) { my $attachments = $transaction->Attachments; while (my $message = $attachments->Next) { next unless $message->ContentType =~ m!^(text/plain|message|text$)!i; my $content = $message->Content; next unless $content; next if $last_content eq $content; $last_content = $content; my $subject = ($message->Subject || $Ticket->Subject); my $wrapper = Text::Wrapper->new(columns=>70); $content = $wrapper->wrap($content); $resolved_message .= "Subject: "; $resolved_message .= $subject; $resolved_message .= "\n"; $resolved_message .= "From: "; $resolved_message .= $message->CreatorObj->RealName || $message->CreatorObj->EmailAddress; $resolved_message .= "\n"; $resolved_message .= "Time: "; $resolved_message .= $message->CreatedObj->AsString; $resolved_message .= "\n"; $resolved_message .= "\n"; $resolved_message .= "$content\n"; $resolved_message .= "------------------------------------------------\n"; } } $resolved_message; } Anyone have any ideas, or workarounds? Thanks From: John Edwards Sent: Tuesday, November 18, 2008 12:35 PM To: 'rt-users at lists.bestpractical.com' Subject: Problem with AddTicketHistoryToMail Template I've tried using the template from http://wiki.bestpractical.com/view/AddTicketHistoryToMail and the entire template works perfectly with the exception of displaying the ticket history. This is a clean 3.8.1 install, no migration and only one queue. I get no errors and no other issues with the installation, the history displays in the web interface perfectly. Thanks - John -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Tue Nov 18 18:45:50 2008 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 18 Nov 2008 23:45:50 +0000 Subject: [rt-users] Gnupg interaction with speedycgi in RT 3.8.1 In-Reply-To: <20081118194652.GJ19341@31b.local> References: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> <20081118194652.GJ19341@31b.local> Message-ID: <20081118234550.GC21088@gunboat-diplomat.oucs.ox.ac.uk> On Tue, Nov 18, 2008 at 02:46:52PM -0500, Jesse Vincent wrote: > I...didn't know anyone was still using SpeedyCGI with RT. I haven't been > able to get it to work at all in years. What happens if you run the > SpeedyCGI script by hand and/or crank RT's logging up to "debug"? Heh. I wasn't aware that speedycgi was marginal, or deprecated :) Should we be marking it as such? speedycgi in general seems to work fine with Gnupg off. No lines are logged to the debug log when this happens. When running by hand I seem to reliably alternate between getting the output to STDOUT and STDERR. Will do a bit more prodding during daylight hours, but if it's not really being used these days then I might just attach a health warning to the handler and be done with it. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From falcone at bestpractical.com Tue Nov 18 20:41:12 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Nov 2008 20:41:12 -0500 Subject: [rt-users] Queue specific RTFM articles In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64BD5FF0@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64BD5FEF@s-wor-e-001.SCOUTSOFFICE.local> <3CE7D8D453B27148BBCA0B2063B11E64BD5FF0@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: On Nov 18, 2008, at 3:57 PM, Alex Young wrote: > Just found they are showing up correctly in the correct queue, but > are being listed in every other queue under ?Select an Article to > include?. > > Is that expected behaviour? It doesnt show any other articles in the > drop down other than the ones that should be queue specific. Go look at the class these articles are part of. Did you check the box for "All articles in this class are on dropdown on ticket reply page"? -kevin > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com > ] On Behalf Of Alex Young > Sent: 18 November 2008 20:30 > To: RT Users > Subject: [rt-users] Queue specific RTFM articles > > I am trying to setup queue specific articles in RTFM/RT, but not > having much luck. > > My RTFM structure looks like this: > Queues > Sale Info > Generic Replies > > The queue is called Sale Info. I have tried putting the articles > under Sales Info and Generic Replies. > > The problem is, they show up in every queue on every ticket, rather > than being queue specific. > > Anyone know where I might be going wrong? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From micah at onshore.com Tue Nov 18 21:55:50 2008 From: micah at onshore.com (Micah Gersten) Date: Tue, 18 Nov 2008 20:55:50 -0600 Subject: [rt-users] Apache Session locking taking a while Message-ID: <49238036.70200@onshore.com> For some pages, we get apache session locks taking 3-9+ seconds. Generally, no queries appear in the slow query log except for getting the apache session lock. I have slow queries in MySQL set to 2 secs. Has anyone else had any experience with this? Current setup: MySQL 5.0.32 Apache 1.3.34 RT 3.6.0 Let me know if you need more config info. -- Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com From micah at onshore.com Tue Nov 18 22:16:50 2008 From: micah at onshore.com (Micah Gersten) Date: Tue, 18 Nov 2008 21:16:50 -0600 Subject: [rt-users] Purging sessions table in rt DB Message-ID: <49238522.9070302@onshore.com> Is there a reason not to? -- Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com From micah at onshore.com Tue Nov 18 22:54:39 2008 From: micah at onshore.com (Micah Gersten) Date: Tue, 18 Nov 2008 21:54:39 -0600 Subject: [rt-users] MySQL Admin Commands? Message-ID: <49238DFF.3060907@onshore.com> Almost half of the queries from RT to the MySQL DB seem to be Admin commands. Is this normal? We're using 3.6.0. Was this improved in future versions? -- Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com From gordon at cryologic.com Tue Nov 18 23:59:32 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 19 Nov 2008 15:59:32 +1100 Subject: [rt-users] printable "work order" Message-ID: <49239D34.4020306@cryologic.com> >I modified the default RT template to include a separate stylesheet reference for printouts. I'm not exactly sure which file this refers to? Could somebody please point me at it. Does anyone care to share their customised style sheet they use for printing? Thanks Gordon From sven.sternberger at desy.de Wed Nov 19 04:10:25 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 19 Nov 2008 10:10:25 +0100 Subject: [rt-users] multipart/signed mail handling for x.509 Message-ID: <1227085825.6586.63.camel@pcx4546.desy.de> Hello! I our organisation we start to use X.509 certificates to sign emails. The MUA produces mime multi-part mails with the content type "multipart/signed". These mails have 2 parts. The first one is the plain/text message the second one is the x-pkcs7-signature. The problem occurs if these messages are re-send by RT. Then they will be transformed into a multipart/mixed message and the text block is altered with text from the templates, and the encoding could also be altered. The result is that the recipient get a mail with a broken signature. We think the right way to handle these mails is not to alter the multipart/signed block, but to compose the rt mail as multipart/mixed, with the multipart/signed block as one part of it. --Start Multipart Mixed --Part1: text from the rt-template --Part2: multipart/signed ----Part2.1: plaintext message ----Part2.2: signature --Part3: text from the rt-templated The simpler way will to just throw the signature away, at least when we send the message :-( Has anybody found a solution, or could I configure RT to archive this? best regards! sven From torsten.brumm at Kuehne-Nagel.com Wed Nov 19 08:20:54 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 19 Nov 2008 14:20:54 +0100 Subject: [rt-users] MySQL Admin Commands? In-Reply-To: <49238DFF.3060907@onshore.com> References: <49238DFF.3060907@onshore.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401A52290@w3hamboex11.ger.win.int.kn> What kind of "Admin Commands" ? We are on 3.6.5 and we don't see Admin Commands Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Micah Gersten Gesendet: Mittwoch, 19. November 2008 04:55 An: RT Users Betreff: [rt-users] MySQL Admin Commands? Almost half of the queries from RT to the MySQL DB seem to be Admin commands. Is this normal? We're using 3.6.0. Was this improved in future versions? -- Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at Kuehne-Nagel.com Wed Nov 19 08:21:49 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 19 Nov 2008 14:21:49 +0100 Subject: [rt-users] Purging sessions table in rt DB In-Reply-To: <49238522.9070302@onshore.com> References: <49238522.9070302@onshore.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401A52292@w3hamboex11.ger.win.int.kn> No! We do it nightly, and within the new release the Cleanupsessions tool is implemented in core too. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Micah Gersten Gesendet: Mittwoch, 19. November 2008 04:17 An: RT Users Betreff: [rt-users] Purging sessions table in rt DB Is there a reason not to? -- Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at Kuehne-Nagel.com Wed Nov 19 08:26:11 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 19 Nov 2008 14:26:11 +0100 Subject: [rt-users] Apache Session locking taking a while In-Reply-To: <49238036.70200@onshore.com> References: <49238036.70200@onshore.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401A52295@w3hamboex11.ger.win.int.kn> Hi Micah, as i wrote some days ago, we had/have the same problem and fixed this in a unclean way: We changed the following: (and again, i'm not sure if it is a good idea, but it fixes the problem) grab up from /usr/lib/perl5/site_perl/5.8.xxx/Apache/Session/Lock the file MySQL.pm and find the line with my GET_LOCK, its around line 53. It uses default 3600 sec for lock timeout. we changed this to 1sec. 50 #MySQL requires a timeout on the lock operation. There is no option 51 #to simply wait forever. So we'll wait for a hour. 52 53 my $sth = $self->{dbh}->prepare_cached(q{SELECT GET_LOCK(?, 1)}, {}, 1); And again, and hopefully some of the DB/PERL Gurus have a better idea, this fixed our problem (for over one year) but i'm not sure which site effects it has (we discovered nothing so far....) And again as i wrote in my last post: This is working so far (several months or longer) but i'm not sure if this is the best way. Try it, here it works well. Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Micah Gersten Gesendet: Mittwoch, 19. November 2008 03:56 An: RT Users Betreff: [rt-users] Apache Session locking taking a while For some pages, we get apache session locks taking 3-9+ seconds. Generally, no queries appear in the slow query log except for getting the apache session lock. I have slow queries in MySQL set to 2 secs. Has anyone else had any experience with this? Current setup: MySQL 5.0.32 Apache 1.3.34 RT 3.6.0 Let me know if you need more config info. -- Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From monti.mail at gmail.com Wed Nov 19 08:34:23 2008 From: monti.mail at gmail.com (Monti gmail) Date: Wed, 19 Nov 2008 15:34:23 +0200 Subject: [rt-users] Auto reply - ticket transaction In-Reply-To: References: <20081117222054.GA19918@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: Does anyone knows how to extract a transaction CF value with scrip??? thanks. On Tue, Nov 18, 2008 at 11:21 PM, Monti gmail wrote: > I am using RT 3.8.1 and I hope it is possible to extract the transaction CF > value. > > > On Tue, Nov 18, 2008 at 6:28 PM, Stephen Turner wrote: > >> On Tue, 18 Nov 2008 11:16:57 -0500, Monti gmail >> wrote: >> >> It might be but I am looking for something simpler, using CF value select >>> the appropriate template to send. >>> I have done that already but I am having problems to extract the CF value >>> since it is a "Ticket Transaction" type of CF. >>> >> >> I may be wrong (I'm still using 3.4.2) but I don't think transaction CFs >> are accessible from scrips - >> >> Steve >> >> -- >> Stephen Turner >> Senior Programmer/Analyst - SAIS >> MIT IS&T >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Nov 19 08:52:15 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2008 08:52:15 -0500 Subject: [rt-users] multipart/signed mail handling for x.509 In-Reply-To: <1227085825.6586.63.camel@pcx4546.desy.de> References: <1227085825.6586.63.camel@pcx4546.desy.de> Message-ID: <20081119135215.GL50099@31b.local> On Wed 19.Nov'08 at 10:10:25 +0100, Sven Sternberger wrote: > Hello! > > I our organisation we start to use X.509 certificates > to sign emails. > The MUA produces mime multi-part mails with the content type > "multipart/signed". > These mails have 2 parts. The first one is the > plain/text message the second one is the x-pkcs7-signature. > > The problem occurs if these messages are re-send by > RT. Then they will be transformed into a multipart/mixed > message and the text block is altered with text from > the templates, and the encoding could also be altered. > The result is that the recipient get a mail > with a broken signature. RT will always be massaging the message when it's sent with a template. I'm not convinced that it's possible to pass through signatures unmolested with the current architecture. -j -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From jesse at bestpractical.com Wed Nov 19 08:55:11 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2008 08:55:11 -0500 Subject: [rt-users] Gnupg interaction with speedycgi in RT 3.8.1 In-Reply-To: <20081118234550.GC21088@gunboat-diplomat.oucs.ox.ac.uk> References: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> <20081118194652.GJ19341@31b.local> <20081118234550.GC21088@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20081119135511.GN50099@31b.local> On Tue 18.Nov'08 at 23:45:50 +0000, Dominic Hargreaves wrote: > On Tue, Nov 18, 2008 at 02:46:52PM -0500, Jesse Vincent wrote: > > > I...didn't know anyone was still using SpeedyCGI with RT. I haven't been > > able to get it to work at all in years. What happens if you run the > > SpeedyCGI script by hand and/or crank RT's logging up to "debug"? > > Heh. I wasn't aware that speedycgi was marginal, or deprecated :) Should > we be marking it as such? Well, if it's otherwise working well AND in active use, I'm happy to allow it to return to the world of the living. We had issues with FastCGI had our redirection of STDERR/STDOUT, prompting us to write some wrapper code. Does graphviz cause the same issue? > speedycgi in general seems to work fine with Gnupg off. > > No lines are logged to the debug log when this happens. When running by > hand I seem to reliably alternate between getting the output to STDOUT > and STDERR. > > Will do a bit more prodding during daylight hours, but if it's not really > being used these days then I might just attach a health warning to the > handler and be done with it. > > Cheers, > Dominic. > > -- > Dominic Hargreaves, Systems Development and Support Team > Computing Services, University of Oxford > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From tjrc at sanger.ac.uk Wed Nov 19 09:08:13 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 19 Nov 2008 14:08:13 +0000 Subject: [rt-users] Upgrade RT In-Reply-To: <4BAB9329-9399-4FA1-8364-2D122E8E9CF9@sanger.ac.uk> References: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk> <4BAB9329-9399-4FA1-8364-2D122E8E9CF9@sanger.ac.uk> Message-ID: <6EADFA91-527F-4962-97CE-59E104C20BD1@sanger.ac.uk> On 18 Nov 2008, at 4:47 pm, Tim Cutts wrote: >> What switches did you use to dump the mysql? I see few gotcha's about >> using binary characters >> and separate dump for attachment table and stuff > > OK, yes, I've just looked at an attachment to one of our tickets, and > yes, it's corrupted. Bugger. So I've obviously missed something. I > thought that all one needed to do was to apply the mysql 4.0->4.1 > patches at the appropriate point, but clearly something is wrong. Or > is it what you allude to above, and we need to do something smarter > when dumping the Attachment table? Can you give me some references to > where you've seen the gotchas? OK, I'm now getting a bit concerned, because I've re-done my upgrade procedure based on dumping with --default-charset=binary, but I've still got a problem with corrupted attachments. I imagine there's a huge amount of past material on this list about this problem - are there any good summary documents somewhere? The procedure I'm trying to follow is: 1) mysqldump my RT 3.4.2 instance, which is running on a MySQL 4.1.11 database (maybe this is my problem? Maybe I don't need the 4.0->4.1 update at all?) 2) Load that dump into a new MySQL 5.0 database on my new system 3) Apply the 3.4.2 -> 3.8.0 update 4) Apply the MySQL 4.0->4.1 patch, if necessary (I'm now wondering whether it is, or whether applying it is actually causing the problem) 5) Apply the 3.8.0 -> 3.8.1 update Any ideas? Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From ruz at bestpractical.com Wed Nov 19 09:30:05 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 19 Nov 2008 17:30:05 +0300 Subject: [rt-users] Upgrade RT In-Reply-To: <6EADFA91-527F-4962-97CE-59E104C20BD1@sanger.ac.uk> References: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk> <4BAB9329-9399-4FA1-8364-2D122E8E9CF9@sanger.ac.uk> <6EADFA91-527F-4962-97CE-59E104C20BD1@sanger.ac.uk> Message-ID: <589c94400811190630y4211e087wbbe34d662feef912@mail.gmail.com> On Wed, Nov 19, 2008 at 5:08 PM, Tim Cutts wrote: > > On 18 Nov 2008, at 4:47 pm, Tim Cutts wrote: > >>> What switches did you use to dump the mysql? I see few gotcha's about >>> using binary characters >>> and separate dump for attachment table and stuff >> >> OK, yes, I've just looked at an attachment to one of our tickets, and >> yes, it's corrupted. Bugger. So I've obviously missed something. I >> thought that all one needed to do was to apply the mysql 4.0->4.1 >> patches at the appropriate point, but clearly something is wrong. Or >> is it what you allude to above, and we need to do something smarter >> when dumping the Attachment table? Can you give me some references to >> where you've seen the gotchas? > > OK, I'm now getting a bit concerned, because I've re-done my upgrade > procedure based on dumping with --default-charset=binary, but I've > still got a problem with corrupted attachments. I imagine there's a > huge amount of past material on this list about this problem - are > there any good summary documents somewhere? The procedure I'm trying > to follow is: > > 1) mysqldump my RT 3.4.2 instance, which is running on a MySQL 4.1.11 > database (maybe this is my problem? Maybe I don't need the 4.0->4.1 > update at all?) As you're on mysql 4.1.x and RT older than 3.8 then you should dump/load data using binary character set to avoid any data conversions. > > 2) Load that dump into a new MySQL 5.0 database on my new system using binary character set again to avoid conversion. > > 3) Apply the 3.4.2 -> 3.8.0 update > > 4) Apply the MySQL 4.0->4.1 patch, if necessary (I'm now wondering > whether it is, or whether applying it is actually causing the problem) You must do it. > > 5) Apply the 3.8.0 -> 3.8.1 update > > Any ideas? > > Tim -- Best regards, Ruslan. From allan.eising at gmail.com Wed Nov 19 10:39:19 2008 From: allan.eising at gmail.com (Allan Eising) Date: Wed, 19 Nov 2008 16:39:19 +0100 Subject: [rt-users] RT 3.8.1 extremely slow on many recipient Message-ID: Hi there, My RT installation is generally running fast and responsive, but tickets that have three or more recipients (CC'd by requestor) are extremely slow. I've been running vmstat while opening the ticket, and the system is not more busy when displaying such a ticket. I see a slight CPU increase for apache, but nothing worth mentioning. My only thought is that this must be a bug... Any thoughts or comments from you guys? -- Best regards Allan Eising From Michael.Raugh at noaa.gov Wed Nov 19 09:59:11 2008 From: Michael.Raugh at noaa.gov (Michael Raugh) Date: Wed, 19 Nov 2008 09:59:11 -0500 Subject: [rt-users] Pre-populate the Content field? Message-ID: <492429BF.4070802@noaa.gov> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi. Working on my first RT system (v3.8.1 on CentOS 5) for doing a change management approval process. I've been asked whether it's possible to have the Content field pre-populated with a text template when a user starts to create a ticket. Haven't found an answer in the wiki or out on Google. It sounds like something a callback should be able to do but I can't find anything in the wiki to explain how those work either. (Am I being dense?) If anyone can point me to a place that explains callbacks, or has done this before and can share the solution, I'd appreciate it. Thanks in advance from another RT newbie. - ----------------------------------- Michael Raugh, C.Ht. NOAA/NESDIS -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFJJCm/t9pxBTmNsYkRAq+7AKCl3+Sm3HmWWED1gYsvvFBSdptEQACfYshk L0hLNGevEl6yaVMzs6FHOCI= =6qvn -----END PGP SIGNATURE----- From micah at onshore.com Wed Nov 19 12:36:41 2008 From: micah at onshore.com (Micah Gersten) Date: Wed, 19 Nov 2008 11:36:41 -0600 Subject: [rt-users] MySQL Admin Commands? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401A52290@w3hamboex11.ger.win.int.kn> References: <49238DFF.3060907@onshore.com> <16426EA38D57E74CB1DE5A6AE1DB039401A52290@w3hamboex11.ger.win.int.kn> Message-ID: <49244EA9.4010002@onshore.com> I'm looking at PHPMyAdmin. It says about 48% of queries to the MySQL server are "Admin commands". This info is in the com_admin_commands status variable in MySQL. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Ham MI-ID, Torsten Brumm wrote: > What kind of "Admin Commands" ? We are on 3.6.5 and we don't see Admin Commands > > Torsten > > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Micah Gersten > Gesendet: Mittwoch, 19. November 2008 04:55 > An: RT Users > Betreff: [rt-users] MySQL Admin Commands? > > Almost half of the queries from RT to the MySQL DB seem to be Admin commands. Is this normal? We're using 3.6.0. Was this improved in future versions? > > From torsten.brumm at googlemail.com Wed Nov 19 13:57:12 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 19 Nov 2008 19:57:12 +0100 Subject: [rt-users] MySQL Admin Commands? In-Reply-To: <49244EA9.4010002@onshore.com> References: <49238DFF.3060907@onshore.com> <16426EA38D57E74CB1DE5A6AE1DB039401A52290@w3hamboex11.ger.win.int.kn> <49244EA9.4010002@onshore.com> Message-ID: Do you have an example? com_admin_commands, i have no idea what this can be? Torsten 2008/11/19 Micah Gersten > I'm looking at PHPMyAdmin. It says about 48% of queries to the MySQL > server are "Admin commands". This info is in the com_admin_commands > status variable in MySQL. > > Thank you, > Micah Gersten > onShore Networks > Internal Developer > http://www.onshore.com > > > > Ham MI-ID, Torsten Brumm wrote: > > What kind of "Admin Commands" ? We are on 3.6.5 and we don't see Admin > Commands > > > > Torsten > > > > -----Urspr?ngliche Nachricht----- > > Von: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] Im Auftrag von Micah Gersten > > Gesendet: Mittwoch, 19. November 2008 04:55 > > An: RT Users > > Betreff: [rt-users] MySQL Admin Commands? > > > > Almost half of the queries from RT to the MySQL DB seem to be Admin > commands. Is this normal? We're using 3.6.0. Was this improved in > future versions? > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Wed Nov 19 14:45:35 2008 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 19 Nov 2008 19:45:35 +0000 Subject: [rt-users] Gnupg interaction with speedycgi in RT 3.8.1 In-Reply-To: <20081119135511.GN50099@31b.local> References: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> <20081118194652.GJ19341@31b.local> <20081118234550.GC21088@gunboat-diplomat.oucs.ox.ac.uk> <20081119135511.GN50099@31b.local> Message-ID: <20081119194534.GA23605@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Nov 19, 2008 at 08:55:11AM -0500, Jesse Vincent wrote: > On Tue 18.Nov'08 at 23:45:50 +0000, Dominic Hargreaves wrote: > > Heh. I wasn't aware that speedycgi was marginal, or deprecated :) Should > > we be marking it as such? > > Well, if it's otherwise working well AND in active use, I'm happy to > allow it to return to the world of the living. > > We had issues with FastCGI had our redirection of STDERR/STDOUT, > prompting us to write some wrapper code. Does graphviz cause the same > issue? No, graphviz works fine with gnupg off. I can easily imagine that gnupg tickles some file descriptor bug somewhere though. Attached is an strace showing the sequence of events in the backend, resulting in the output going to STDERR rather than STDOUT, including an exec of gnupg (note; does this mean that every request will hit exec gpg?) Presumably the backend receiving EPIPE when writing the output is going to be related, but I can't quite follow the strace well enough to see why. If anyone else fancies digging a bit deeper, feel free :) Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- Process 26315 attached - interrupt to quit select(19, [18], [], NULL, {3586, 252000}) = 1 (in [18], left {3584, 392000}) accept(18, {sa_family=AF_FILE, path=@G1q??}, [2]) = 0 accept(18, {sa_family=AF_FILE, path=@G1q??}, [2]) = 1 accept(18, {sa_family=AF_FILE, path=@G1q??}, [2]) = 2 rt_sigpending([]) = 0 rt_sigprocmask(SIG_SETMASK, [], NULL, 8) = 0 rt_sigaction(SIGTERM, {SIG_DFL}, NULL, 8) = 0 rt_sigaction(SIGHUP, {SIG_DFL}, NULL, 8) = 0 rt_sigaction(SIGINT, {SIG_DFL}, NULL, 8) = 0 gettimeofday({1227122230, 565181}, NULL) = 0 munmap(0xb7fdf000, 512) = 0 close(17) = 0 open("/tmp/speedy.6.21.F", O_RDWR|O_CREAT|O_LARGEFILE, 0600) = 9 dup2(9, 17) = 17 close(9) = 0 fcntl64(17, F_SETFD, FD_CLOEXEC) = 0 fcntl64(17, F_SETLKW64, {type=F_WRLCK, whence=SEEK_SET, start=0, len=0}, 0xbfcaf6e4) = 0 fstat64(17, {st_mode=S_IFREG|0600, st_size=512, ...}) = 0 mmap2(NULL, 512, PROT_READ|PROT_WRITE, MAP_SHARED, 17, 0) = 0xb7fdf000 rt_sigprocmask(SIG_BLOCK, ~[RTMIN RT_1], [], 8) = 0 fcntl64(17, F_SETLK64, {type=F_UNLCK, whence=SEEK_SET, start=0, len=0}, 0xbfcaf70c) = 0 rt_sigprocmask(SIG_SETMASK, [], NULL, 8) = 0 close(1) = 0 read(0, "\10HTTPS=on#HTTP_USER_AGENT=w3m/0."..., 4096) = 1241 fstat64(19, {st_mode=S_IFDIR|0755, st_size=4096, ...}) = 0 fchdir(19) = 0 write(1, "\0", 1) = -1 EBADF (Bad file descriptor) shutdown(0, 1 /* send */) = 0 shutdown(1, 0 /* receive */) = -1 EBADF (Bad file descriptor) shutdown(2, 0 /* receive */) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/usr/local/share/request-tracker3.8") = 0 lstat64("lib", {st_mode=S_IFDIR|S_ISGID|0775, st_size=4096, ...}) = 0 chdir("lib") = 0 getcwd("/usr/local/share/request-tracker3.8/lib", 4096) = 40 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/usr/share/request-tracker3.8") = 0 lstat64("lib", {st_mode=S_IFDIR|0755, st_size=4096, ...}) = 0 chdir("lib") = 0 getcwd("/usr/share/request-tracker3.8/lib", 4096) = 34 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/etc") = 0 lstat64("perl", {st_mode=S_IFDIR|0755, st_size=4096, ...}) = 0 chdir("perl") = 0 getcwd("/etc/perl", 4096) = 10 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/usr/local/lib/perl") = 0 lstat64("5.8.8", {st_mode=S_IFDIR|S_ISGID|0775, st_size=4096, ...}) = 0 chdir("5.8.8") = 0 getcwd("/usr/local/lib/perl/5.8.8", 4096) = 26 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/usr/local/share/perl") = 0 lstat64("5.8.8", {st_mode=S_IFDIR|S_ISGID|0775, st_size=4096, ...}) = 0 chdir("5.8.8") = 0 getcwd("/usr/local/share/perl/5.8.8", 4096) = 28 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/usr/lib") = 0 lstat64("perl5", {st_mode=S_IFDIR|0755, st_size=4096, ...}) = 0 chdir("perl5") = 0 getcwd("/usr/lib/perl5", 4096) = 15 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/usr/share") = 0 lstat64("perl5", {st_mode=S_IFDIR|0755, st_size=4096, ...}) = 0 chdir("perl5") = 0 getcwd("/usr/share/perl5", 4096) = 17 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/usr/lib/perl") = 0 lstat64("5.8", {st_mode=S_IFLNK|0777, st_size=5, ...}) = 0 readlink("5.8", "5.8.8", 4095) = 5 lstat64("5.8.8", {st_mode=S_IFDIR|0755, st_size=4096, ...}) = 0 chdir("5.8.8") = 0 getcwd("/usr/lib/perl/5.8.8", 4096) = 20 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/usr/share/perl") = 0 lstat64("5.8", {st_mode=S_IFLNK|0777, st_size=5, ...}) = 0 readlink("5.8", "5.8.8", 4095) = 5 lstat64("5.8.8", {st_mode=S_IFDIR|0755, st_size=12288, ...}) = 0 chdir("5.8.8") = 0 getcwd("/usr/share/perl/5.8.8", 4096) = 22 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 chdir("/usr/local/lib") = 0 lstat64("site_perl", 0xbfcaf55c) = -1 ENOENT (No such file or directory) getcwd("/usr/local/lib", 4096) = 15 fchdir(1) = 0 close(1) = 0 open(".", O_RDONLY|O_LARGEFILE) = 1 lstat64(".", {st_mode=S_IFDIR|0755, st_size=4096, ...}) = 0 chdir(".") = 0 getcwd("/usr/share/request-tracker3.8/libexec", 4096) = 38 fchdir(1) = 0 close(1) = 0 time(NULL) = 1227122230 time(NULL) = 1227122230 fcntl64(3, F_SETLK64, {type=F_RDLCK, whence=SEEK_SET, start=1073741824, len=1}, 0xbfcaeec4) = 0 fcntl64(3, F_SETLK64, {type=F_RDLCK, whence=SEEK_SET, start=1073741826, len=510}, 0xbfcaeec4) = 0 fcntl64(3, F_SETLK64, {type=F_UNLCK, whence=SEEK_SET, start=1073741824, len=1}, 0xbfcaeec4) = 0 access("/var/lib/dbconfig-common/sqlite3/request-tracker3.8/rtdb-journal", F_OK) = -1 ENOENT (No such file or directory) fstat64(3, {st_mode=S_IFREG|0660, st_size=94208, ...}) = 0 _llseek(3, 0, [0], SEEK_SET) = 0 read(3, "SQLite format 3\0\4\0\1\1\0@ \0\0\0j\0\0\0\0"..., 1024) = 1024 _llseek(3, 26624, [26624], SEEK_SET) = 0 read(3, "\r\0\0\0\3\1\317\0\0030\2g\1\317\0\0\0\0\0\0\0\0\0\0\0"..., 1024) = 1024 fcntl64(3, F_SETLK64, {type=F_UNLCK, whence=SEEK_SET, start=0, len=0}, 0xbfcaea04) = 0 brk(0xa712000) = 0xa712000 time(NULL) = 1227122230 time(NULL) = 1227122230 time(NULL) = 1227122230 time(NULL) = 1227122230 time(NULL) = 1227122230 time(NULL) = 1227122230 fcntl64(3, F_SETLK64, {type=F_RDLCK, whence=SEEK_SET, start=1073741824, len=1}, 0xbfcaeec4) = 0 fcntl64(3, F_SETLK64, {type=F_RDLCK, whence=SEEK_SET, start=1073741826, len=510}, 0xbfcaeec4) = 0 fcntl64(3, F_SETLK64, {type=F_UNLCK, whence=SEEK_SET, start=1073741824, len=1}, 0xbfcaeec4) = 0 access("/var/lib/dbconfig-common/sqlite3/request-tracker3.8/rtdb-journal", F_OK) = -1 ENOENT (No such file or directory) fstat64(3, {st_mode=S_IFREG|0660, st_size=94208, ...}) = 0 _llseek(3, 0, [0], SEEK_SET) = 0 read(3, "SQLite format 3\0\4\0\1\1\0@ \0\0\0j\0\0\0\0"..., 1024) = 1024 _llseek(3, 26624, [26624], SEEK_SET) = 0 read(3, "\r\0\0\0\3\1\317\0\0030\2g\1\317\0\0\0\0\0\0\0\0\0\0\0"..., 1024) = 1024 fcntl64(3, F_SETLK64, {type=F_UNLCK, whence=SEEK_SET, start=0, len=0}, 0xbfcaea04) = 0 time(NULL) = 1227122230 time(NULL) = 1227122230 time(NULL) = 1227122230 time(NULL) = 1227122230 stat64("/var/cache/request-tracker3.8/data/gpg", {st_mode=S_IFDIR|0700, st_size=4096, ...}) = 0 rt_sigprocmask(SIG_BLOCK, [CHLD], [], 8) = 0 rt_sigaction(SIGCHLD, {SIG_DFL}, {SIG_DFL}, 8) = 0 rt_sigprocmask(SIG_SETMASK, [], NULL, 8) = 0 rt_sigprocmask(SIG_BLOCK, [CHLD], [], 8) = 0 rt_sigaction(SIGCHLD, {SIG_DFL}, {SIG_DFL}, 8) = 0 rt_sigprocmask(SIG_SETMASK, [], NULL, 8) = 0 ioctl(0, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) _llseek(0, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) fstat64(0, {st_mode=S_IFSOCK|0777, st_size=0, ...}) = 0 fcntl64(0, F_SETFD, 0) = 0 ioctl(1, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EBADF (Bad file descriptor) _llseek(1, 0, 0xbfcaf2f0, SEEK_CUR) = -1 EBADF (Bad file descriptor) fstat64(1, 0x8055068) = -1 EBADF (Bad file descriptor) close(1) = -1 EBADF (Bad file descriptor) ioctl(2, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) _llseek(2, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) fstat64(2, {st_mode=S_IFSOCK|0777, st_size=0, ...}) = 0 fcntl64(2, F_SETFD, 0) = 0 ioctl(2, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) _llseek(2, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) pipe([1, 9]) = 0 ioctl(1, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(1, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) ioctl(9, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(9, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) fcntl64(1, F_SETFD, 0) = 0 fcntl64(9, F_SETFD, FD_CLOEXEC) = 0 pipe([10, 11]) = 0 ioctl(10, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(10, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) ioctl(11, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(11, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) fcntl64(10, F_SETFD, FD_CLOEXEC) = 0 fcntl64(11, F_SETFD, FD_CLOEXEC) = 0 pipe([12, 13]) = 0 ioctl(12, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(12, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) ioctl(13, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(13, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) fcntl64(12, F_SETFD, FD_CLOEXEC) = 0 fcntl64(13, F_SETFD, FD_CLOEXEC) = 0 pipe([14, 15]) = 0 ioctl(14, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(14, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) ioctl(15, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(15, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) fcntl64(14, F_SETFD, FD_CLOEXEC) = 0 fcntl64(15, F_SETFD, FD_CLOEXEC) = 0 pipe([16, 20]) = 0 ioctl(16, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(16, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) ioctl(20, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(20, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) fcntl64(16, F_SETFD, FD_CLOEXEC) = 0 fcntl64(20, F_SETFD, FD_CLOEXEC) = 0 pipe([21, 22]) = 0 ioctl(21, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(21, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) ioctl(22, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf468) = -1 EINVAL (Invalid argument) _llseek(22, 0, 0xbfcaf490, SEEK_CUR) = -1 ESPIPE (Illegal seek) fcntl64(21, F_SETFD, FD_CLOEXEC) = 0 fcntl64(22, F_SETFD, FD_CLOEXEC) = 0 clone(Process 26348 attached child_stack=0, flags=CLONE_CHILD_CLEARTID|CLONE_CHILD_SETTID|SIGCHLD, child_tidptr=0xb7d18b28) = 26348 [pid 26348] getppid() = 26315 [pid 26348] ioctl(1, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) [pid 26348] _llseek(1, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) [pid 26348] fstat64(1, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] fcntl64(1, F_SETFD, 0) = 0 [pid 26348] ioctl(0, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) [pid 26348] _llseek(0, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) [pid 26348] fstat64(0, {st_mode=S_IFSOCK|0777, st_size=0, ...}) = 0 [pid 26348] fcntl64(0, F_SETFD, 0) = 0 [pid 26348] ioctl(2, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) [pid 26348] _llseek(2, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) [pid 26348] fstat64(2, {st_mode=S_IFSOCK|0777, st_size=0, ...}) = 0 [pid 26348] fcntl64(2, F_SETFD, 0) = 0 [pid 26348] ioctl(2, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) [pid 26348] _llseek(2, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) [pid 26348] close(9) = 0 [pid 26348] ioctl(1, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) [pid 26348] _llseek(1, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) [pid 26348] fstat64(1, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] dup2(1, 0) = 0 [pid 26348] dup(1) = 9 [pid 26348] fcntl64(1, F_GETFD) = 0 [pid 26348] dup2(9, 1) = 1 [pid 26348] fcntl64(1, F_SETFD, 0) = 0 [pid 26348] close(9) = 0 [pid 26348] fcntl64(0, F_SETFD, 0) = 0 [pid 26348] close(16) = 0 [pid 26348] ioctl(20, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) [pid 26348] _llseek(20, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) [pid 26348] fstat64(20, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] dup2(20, 1) = 1 [pid 26348] dup(20) = 9 [pid 26348] fcntl64(20, F_GETFD) = 0x1 (flags FD_CLOEXEC) [pid 26348] dup2(9, 20) = 20 [pid 26348] fcntl64(20, F_SETFD, FD_CLOEXEC) = 0 [pid 26348] close(9) = 0 [pid 26348] fcntl64(1, F_SETFD, 0) = 0 [pid 26348] close(10) = 0 [pid 26348] ioctl(11, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaf2c8) = -1 EINVAL (Invalid argument) [pid 26348] _llseek(11, 0, 0xbfcaf2f0, SEEK_CUR) = -1 ESPIPE (Illegal seek) [pid 26348] fstat64(11, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] dup2(11, 2) = 2 [pid 26348] dup(11) = 9 [pid 26348] fcntl64(11, F_GETFD) = 0x1 (flags FD_CLOEXEC) [pid 26348] dup2(9, 11) = 11 [pid 26348] fcntl64(11, F_SETFD, FD_CLOEXEC) = 0 [pid 26348] close(9) = 0 [pid 26348] fcntl64(2, F_SETFD, 0) = 0 [pid 26348] close(12) = 0 [pid 26348] fcntl64(13, F_SETFD, 0) = 0 [pid 26348] close(14) = 0 [pid 26348] fcntl64(15, F_SETFD, 0) = 0 [pid 26348] close(22) = 0 [pid 26348] fcntl64(21, F_SETFD, 0) = 0 [pid 26348] rt_sigaction(SIGFPE, {SIG_DFL}, {SIG_IGN}, 8) = 0 [pid 26348] execve("/usr/local/bin/gpg", ["gpg", "--batch", "--no-tty", "--homedir", "/var/cache/request-tracker3.8/da"..., "--armor", "--status-fd", "13", "--logger-fd", "15", "--command-fd", "21", "--version"], [/* 31 vars */]) = -1 ENOENT (No such file or directory) [pid 26348] execve("/usr/bin/gpg", ["gpg", "--batch", "--no-tty", "--homedir", "/var/cache/request-tracker3.8/da"..., "--armor", "--status-fd", "13", "--logger-fd", "15", "--command-fd", "21", "--version"], [/* 31 vars */] [pid 26315] close(1) = 0 [pid 26315] close(11) = 0 [pid 26315] close(13) = 0 [pid 26315] close(15) = 0 [pid 26315] close(20) = 0 [pid 26315] close(21) = 0 [pid 26315] close(9) = 0 [pid 26315] waitpid(26348, Process 26315 suspended [pid 26348] <... execve resumed> ) = 0 [pid 26348] uname({sys="Linux", node="gunboat-diplomat", ...}) = 0 [pid 26348] brk(0) = 0x8116000 [pid 26348] fcntl64(0, F_GETFD) = 0 [pid 26348] fcntl64(1, F_GETFD) = 0 [pid 26348] fcntl64(2, F_GETFD) = 0 [pid 26348] access("/etc/suid-debug", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] access("/etc/ld.so.nohwcap", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] mmap2(NULL, 8192, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0xb7fbb000 [pid 26348] access("/etc/ld.so.preload", R_OK) = -1 ENOENT (No such file or directory) [pid 26348] open("/etc/ld.so.cache", O_RDONLY) = 4 [pid 26348] fstat64(4, {st_mode=S_IFREG|0644, st_size=61220, ...}) = 0 [pid 26348] mmap2(NULL, 61220, PROT_READ, MAP_PRIVATE, 4, 0) = 0xb7fac000 [pid 26348] close(4) = 0 [pid 26348] access("/etc/ld.so.nohwcap", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] open("/lib/tls/i686/cmov/libresolv.so.2", O_RDONLY) = 4 [pid 26348] read(4, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\200$\0"..., 512) = 512 [pid 26348] fstat64(4, {st_mode=S_IFREG|0644, st_size=67364, ...}) = 0 [pid 26348] mmap2(NULL, 75976, PROT_READ|PROT_EXEC, MAP_PRIVATE|MAP_DENYWRITE, 4, 0) = 0xb7f99000 [pid 26348] mmap2(0xb7fa8000, 8192, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_DENYWRITE, 4, 0xf) = 0xb7fa8000 [pid 26348] mmap2(0xb7faa000, 6344, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_ANONYMOUS, -1, 0) = 0xb7faa000 [pid 26348] close(4) = 0 [pid 26348] access("/etc/ld.so.nohwcap", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] open("/usr/lib/libz.so.1", O_RDONLY) = 4 [pid 26348] read(4, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\340\26"..., 512) = 512 [pid 26348] fstat64(4, {st_mode=S_IFREG|0644, st_size=78500, ...}) = 0 [pid 26348] mmap2(NULL, 81456, PROT_READ|PROT_EXEC, MAP_PRIVATE|MAP_DENYWRITE, 4, 0) = 0xb7f85000 [pid 26348] mmap2(0xb7f98000, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_DENYWRITE, 4, 0x12) = 0xb7f98000 [pid 26348] close(4) = 0 [pid 26348] access("/etc/ld.so.nohwcap", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] open("/lib/libbz2.so.1.0", O_RDONLY) = 4 [pid 26348] read(4, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\340\20"..., 512) = 512 [pid 26348] fstat64(4, {st_mode=S_IFREG|0644, st_size=66200, ...}) = 0 [pid 26348] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0xb7f84000 [pid 26348] mmap2(NULL, 65060, PROT_READ|PROT_EXEC, MAP_PRIVATE|MAP_DENYWRITE, 4, 0) = 0xb7f74000 [pid 26348] mmap2(0xb7f83000, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_DENYWRITE, 4, 0xf) = 0xb7f83000 [pid 26348] close(4) = 0 [pid 26348] access("/etc/ld.so.nohwcap", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] open("/lib/libreadline.so.5", O_RDONLY) = 4 [pid 26348] read(4, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0P\274\0"..., 512) = 512 [pid 26348] fstat64(4, {st_mode=S_IFREG|0644, st_size=188760, ...}) = 0 [pid 26348] mmap2(NULL, 196196, PROT_READ|PROT_EXEC, MAP_PRIVATE|MAP_DENYWRITE, 4, 0) = 0xb7f44000 [pid 26348] mmap2(0xb7f6f000, 16384, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_DENYWRITE, 4, 0x2a) = 0xb7f6f000 [pid 26348] mmap2(0xb7f73000, 3684, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_ANONYMOUS, -1, 0) = 0xb7f73000 [pid 26348] close(4) = 0 [pid 26348] access("/etc/ld.so.nohwcap", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] open("/lib/tls/i686/cmov/libdl.so.2", O_RDONLY) = 4 [pid 26348] read(4, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\20\f\0"..., 512) = 512 [pid 26348] fstat64(4, {st_mode=S_IFREG|0644, st_size=9592, ...}) = 0 [pid 26348] mmap2(NULL, 12404, PROT_READ|PROT_EXEC, MAP_PRIVATE|MAP_DENYWRITE, 4, 0) = 0xb7f40000 [pid 26348] mmap2(0xb7f42000, 8192, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_DENYWRITE, 4, 0x1) = 0xb7f42000 [pid 26348] close(4) = 0 [pid 26348] access("/etc/ld.so.nohwcap", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] open("/lib/libusb-0.1.so.4", O_RDONLY) = 4 [pid 26348] read(4, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\200\22"..., 512) = 512 [pid 26348] fstat64(4, {st_mode=S_IFREG|0644, st_size=28740, ...}) = 0 [pid 26348] mmap2(NULL, 31768, PROT_READ|PROT_EXEC, MAP_PRIVATE|MAP_DENYWRITE, 4, 0) = 0xb7f38000 [pid 26348] mmap2(0xb7f3e000, 8192, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_DENYWRITE, 4, 0x5) = 0xb7f3e000 [pid 26348] close(4) = 0 [pid 26348] access("/etc/ld.so.nohwcap", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] open("/lib/tls/i686/cmov/libc.so.6", O_RDONLY) = 4 [pid 26348] read(4, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\240O\1"..., 512) = 512 [pid 26348] fstat64(4, {st_mode=S_IFREG|0644, st_size=1241392, ...}) = 0 [pid 26348] mmap2(NULL, 1247388, PROT_READ|PROT_EXEC, MAP_PRIVATE|MAP_DENYWRITE, 4, 0) = 0xb7e07000 [pid 26348] mmap2(0xb7f2e000, 28672, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_DENYWRITE, 4, 0x127) = 0xb7f2e000 [pid 26348] mmap2(0xb7f35000, 10396, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_ANONYMOUS, -1, 0) = 0xb7f35000 [pid 26348] close(4) = 0 [pid 26348] access("/etc/ld.so.nohwcap", F_OK) = -1 ENOENT (No such file or directory) [pid 26348] open("/lib/libncurses.so.5", O_RDONLY) = 4 [pid 26348] read(4, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\200\345"..., 512) = 512 [pid 26348] fstat64(4, {st_mode=S_IFREG|0644, st_size=263040, ...}) = 0 [pid 26348] mmap2(NULL, 264196, PROT_READ|PROT_EXEC, MAP_PRIVATE|MAP_DENYWRITE, 4, 0) = 0xb7dc6000 [pid 26348] mmap2(0xb7dfe000, 32768, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_DENYWRITE, 4, 0x38) = 0xb7dfe000 [pid 26348] mmap2(0xb7e06000, 2052, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_ANONYMOUS, -1, 0) = 0xb7e06000 [pid 26348] close(4) = 0 [pid 26348] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0xb7dc5000 [pid 26348] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0xb7dc4000 [pid 26348] mprotect(0xb7f2e000, 20480, PROT_READ) = 0 [pid 26348] set_thread_area({entry_number:-1 -> 6, base_addr:0xb7dc46c0, limit:1048575, seg_32bit:1, contents:0, read_exec_only:0, limit_in_pages:1, seg_not_present:0, useable:1}) = 0 [pid 26348] munmap(0xb7fac000, 61220) = 0 [pid 26348] fstat64(0, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] fstat64(1, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] fstat64(2, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] brk(0) = 0x8116000 [pid 26348] brk(0x8137000) = 0x8137000 [pid 26348] setrlimit(RLIMIT_CORE, {rlim_cur=0, rlim_max=0}) = 0 [pid 26348] rt_sigaction(SIGINT, NULL, {SIG_DFL}, 8) = 0 [pid 26348] rt_sigaction(SIGINT, {0x8077190, [], 0}, NULL, 8) = 0 [pid 26348] rt_sigaction(SIGHUP, NULL, {SIG_DFL}, 8) = 0 [pid 26348] rt_sigaction(SIGHUP, {0x8077190, [], 0}, NULL, 8) = 0 [pid 26348] rt_sigaction(SIGTERM, NULL, {SIG_DFL}, 8) = 0 [pid 26348] rt_sigaction(SIGTERM, {0x8077190, [], 0}, NULL, 8) = 0 [pid 26348] rt_sigaction(SIGQUIT, NULL, {SIG_DFL}, 8) = 0 [pid 26348] rt_sigaction(SIGQUIT, {0x8077190, [], 0}, NULL, 8) = 0 [pid 26348] rt_sigaction(SIGSEGV, NULL, {SIG_DFL}, 8) = 0 [pid 26348] rt_sigaction(SIGSEGV, {0x8077190, [], 0}, NULL, 8) = 0 [pid 26348] rt_sigaction(SIGUSR1, {0x8076fb0, [], 0}, NULL, 8) = 0 [pid 26348] rt_sigaction(SIGPIPE, {SIG_IGN}, NULL, 8) = 0 [pid 26348] fcntl64(13, F_GETFL) = 0x1 (flags O_WRONLY) [pid 26348] fstat64(13, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0xb7fba000 [pid 26348] _llseek(13, 0, 0xbfeeba2c, SEEK_CUR) = -1 ESPIPE (Illegal seek) [pid 26348] mmap2(NULL, 32768, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0xb7fb2000 [pid 26348] getuid32() = 33 [pid 26348] mlock(0xb7fb2000, 32768) = 0 [pid 26348] geteuid32() = 0 [pid 26348] setuid32(33) = 0 [pid 26348] getuid32() = 33 [pid 26348] geteuid32() = 33 [pid 26348] setuid32(0) = -1 EPERM (Operation not permitted) [pid 26348] getuid32() = 33 [pid 26348] geteuid32() = 33 [pid 26348] access("/var/cache/request-tracker3.8/data/gpg/gpg.conf-1.4.6", R_OK) = -1 ENOENT (No such file or directory) [pid 26348] access("/var/cache/request-tracker3.8/data/gpg/gpg.conf-1.4", R_OK) = -1 ENOENT (No such file or directory) [pid 26348] access("/var/cache/request-tracker3.8/data/gpg/gpg.conf-1", R_OK) = -1 ENOENT (No such file or directory) [pid 26348] access("/var/cache/request-tracker3.8/data/gpg/gpg.conf", R_OK) = -1 ENOENT (No such file or directory) [pid 26348] stat64("/var/cache/request-tracker3.8/data/gpg", {st_mode=S_IFDIR|0700, st_size=4096, ...}) = 0 [pid 26348] stat64("/var/cache/request-tracker3.8/data", {st_mode=S_IFDIR|S_ISGID|0750, st_size=4096, ...}) = 0 [pid 26348] getuid32() = 33 [pid 26348] open("/var/cache/request-tracker3.8/data/gpg/options", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) [pid 26348] fcntl64(15, F_GETFL) = 0x1 (flags O_WRONLY) [pid 26348] fcntl64(15, F_SETFL, O_WRONLY|O_APPEND) = 0 [pid 26348] fstat64(15, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0xb7fb1000 [pid 26348] _llseek(15, 0, 0xbfeeba2c, SEEK_CUR) = -1 ESPIPE (Illegal seek) [pid 26348] fstat64(1, {st_mode=S_IFIFO|0600, st_size=0, ...}) = 0 [pid 26348] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0xb7fb0000 [pid 26348] write(1, "gpg (GnuPG) 1.4.6\nCopyright (C) "..., 507) = 507 [pid 26348] munmap(0xb7fb0000, 4096) = 0 [pid 26348] exit_group(0) = ? Process 26315 resumed Process 26348 detached <... waitpid resumed> [{WIFEXITED(s) && WEXITSTATUS(s) == 0}], 0) = 26348 --- SIGCHLD (Child exited) @ 0 (0) --- rt_sigprocmask(SIG_BLOCK, [CHLD], [], 8) = 0 rt_sigaction(SIGCHLD, {SIG_DFL}, {SIG_DFL}, 8) = 0 rt_sigprocmask(SIG_SETMASK, [], NULL, 8) = 0 close(10) = 0 close(12) = 0 close(16) = 0 close(14) = 0 close(22) = 0 gettimeofday({1227122230, 598923}, NULL) = 0 open("/var/cache/request-tracker3.8/session_data/Apache-Session-c3d5a996d18927fcd915bd2fdbaa8124.lock", O_RDWR|O_CREAT|O_TRUNC|O_LARGEFILE, 0666) = 1 ioctl(1, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaee28) = -1 ENOTTY (Inappropriate ioctl for device) _llseek(1, 0, [0], SEEK_CUR) = 0 fstat64(1, {st_mode=S_IFREG|0600, st_size=0, ...}) = 0 fcntl64(1, F_SETFD, 0) = 0 flock(1, LOCK_EX) = 0 flock(1, LOCK_SH) = 0 stat64("/var/cache/request-tracker3.8/session_data/c3d5a996d18927fcd915bd2fdbaa8124", {st_mode=S_IFREG|0600, st_size=197, ...}) = 0 open("/var/cache/request-tracker3.8/session_data/c3d5a996d18927fcd915bd2fdbaa8124", O_RDWR|O_CREAT|O_LARGEFILE, 0666) = 9 ioctl(9, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfcaee08) = -1 ENOTTY (Inappropriate ioctl for device) _llseek(9, 0, [0], SEEK_CUR) = 0 fstat64(9, {st_mode=S_IFREG|0600, st_size=197, ...}) = 0 fcntl64(9, F_SETFD, FD_CLOEXEC) = 0 read(9, "\5\7\3\0\0\0\2\4\21\17RT::CurrentUser\3\0\0\0\4\4\21"..., 4096) = 197 read(9, "", 4096) = 0 write(2, "Pragma: no-cache\r\nCache-control:"..., 4096) = -1 EPIPE (Broken pipe) --- SIGPIPE (Broken pipe) @ 0 (0) --- Process 26315 detached From guy.dickinson at nyu.edu Wed Nov 19 15:02:56 2008 From: guy.dickinson at nyu.edu (Guy Dickinson) Date: Wed, 19 Nov 2008 15:02:56 -0500 Subject: [rt-users] Implementing SSL MySQL Backend Message-ID: <492470F0.6040306@nyu.edu> Greetings, RT Users: Some internal systems changes have prompted me to migrate my database backend from its present location on the same server as the RT web frontend to a separate database server elsewhere. To comply with our security standards, the database traffic should be encrypted, so I implemented MySQL's builtin SSL encryption for the database traffic. I took inspiration for the implementation from a rt-users mailing list post by Mike Friedman (http://lists.bestpractical.com/pipermail/rt-users/2007-April/045347.html). In patch syntax, the precise change I made to RT::Handle was --- /opt/rt3/lib/RT/Handle.pm 2008-11-18 17:23:10.000000000 -0500 +++ /opt/rt3/local/lib/RT/Handle.pm 2008-11-18 17:40:30.000000000 -0500 @@ -123,11 +123,15 @@ if ($RT::DatabaseType eq 'SQLite') and not File::Spec->file_name_is_absolute($RT::DatabaseName); +my $DBDriver = $RT::DatabaseType; + +$DBDriver .= ":mysql_read_default_file=$RT::MySQLClientConfigFile" if + (defined $RT::MySQLClientConfigFile); $self->SUPER::BuildDSN(Host => $RT::DatabaseHost, Database => $RT::DatabaseName, Port => $RT::DatabasePort, - Driver => $RT::DatabaseType, + Driver => $DBDriver, RequireSSL => $RT::DatabaseRequireSSL, DisconnectHandleOnDestroy => 1 ); This also requires placing Set($MySQLClientConfigFile,'/etc/my.cnf'); In RT_SiteConfig.pm, replacing /etc/my.cnf with whatever your mySQL global configuration defaults file is. This is necessary because the mySQL client doesn't even attempt to use SSL encryption unless you give it the path of a trusted CA certificate file. Using a global configuration file like this is an easy way to ensure those variables are passed to the mySQL libraries at run time. You can, I think, specify them in the actual DSN but it's quite cumbersome and would require more text munging than really necessary. My initial tests have shown that an SSL-encrypted MySQL backend provides little to no functional slowdown, and appears to be stable, although others have apparently in the past suggested otherwise. I am currently using RT 3.6.7 and will likely upgrade to RT 3.8.x in the relatively near future. Will that upgrade--or future ones--provide a 'sanctioned' facility to implement SSL mySQL encryption, and will my current hack in Handle.pm result in unintended consequences elsewhere in RT when I upgrade? Thanks! Guy -- ------------------ Guy Dickinson, Network Security Analyst NYU ITS Technology Security Services guy.dickinson at nyu.edu (212) 998-3052 From joncodis at gmail.com Wed Nov 19 17:02:06 2008 From: joncodis at gmail.com (Jon Codispoti) Date: Wed, 19 Nov 2008 14:02:06 -0800 Subject: [rt-users] Precedence for group rights for custom fields vs. queue Message-ID: Hi List, I've run up against something in RT that does not work intuitively for me. I apologize up front for the length of this e-mail, but I wanted to provide all pertinent background so others can understand the problem I face. Background: I've created a workflow in RT that utilizes a couple of different queues. Our Customer Service department enters a ticket in one queue ("Sales Order") and when ready to send the item on for approvals, transfers the ticket to an approval queue ("Sales Order Approval") which then triggers scrips to e-mail a string of approvers in a particular order. The way this works is each group of approvers have certain custom fields that they edit and when an authorized approver user fills in all their required fields, a scrip executes when then e-mails the next approver in line with a ticket link so they can fill in their custom fields. At the end of a long string of reviewers filling in their fields, the scrip e-mails notification to the ticket owner that the approval is completed and transfers the ticket back to the "Sales Order" queue, modifying the ticket subject to indicate it's completed. Group rights have been set up on the "Sales Order" queue so tickets can only be created and modified by Customer Service. For the approval queue, all groups of approvers have the right to modify tickets. The individual custom fields that hold the approval information are controlled, however, by group rights tied to the approving individuals for each step in the approval process, thereby disallowing approvers from different teams the ability to overwrite each other's custom fields for approval. This system, while it sounds complicated, actually works simply and automatically and has effectively replaced a manual sign off process that previously existed. The Problem: At one point a requirement was submitted to allow approvers the ability to see previously signed off tickets. This was implemented using group rights on the "Sales Order" queue that provided ticket viewing rights, but no "write" rights for approvers. The thought was that as long as the ticket sat in a queue where the user can see the tickets but cannot modify them, then there should be no chance for a reviewer to modify their previous approval. What I have found though is that it appears the group right which allows access to modify a custom field seems to override the group right on the queue that disallows modification to the ticket. This means an approver who was simply allowed to view tickets in the queue can still change their custom field data after it's gone through the complete review cycle, something we do not want. Are custom field group rights supposed to override queue group rights? If this is the current design, is this a bug or oversight or is it intentional? If anyone else has encountered this, are there any hacks to fix it? Many thanks in advance. -- *Jon Codispoti* *IT Manager** Orthodyne Electronics, Inc.**** Office: 949-399-2929, Ext. 1006** Fax: 949-660-8514****** jon.codispoti at orthodyne.com* -------------- next part -------------- An HTML attachment was scrubbed... URL: From macnlos at ti-994a.com Wed Nov 19 17:17:55 2008 From: macnlos at ti-994a.com (Macnlos) Date: Wed, 19 Nov 2008 16:17:55 -0600 Subject: [rt-users] Issue with being prompted to re-login Message-ID: <49249093.2000000@ti-994a.com> I've got 3.8.1 installed on a SLES 9.3 box. I've not added anything special and running a pretty simple setup. I've upgraded from 3.6.7 up to 3.8.1 and ran the DB upgrade scripts. Here is the issue: When I login I can click on Home, Simple Search, Tools, Configuration, Preferences and Approval links until I'm blue in the face. But when I click on "Tickets" and then another link I get dumped back out to the login page. rt.log doesn't have anything in it. httpd/error_log doesn't have anything in it. I'm stuck here and need a bump in the right direction. Any suggestions or is there more information I can provide? CR From ruz at bestpractical.com Wed Nov 19 17:26:07 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 20 Nov 2008 01:26:07 +0300 Subject: [rt-users] Issue with being prompted to re-login In-Reply-To: <49249093.2000000@ti-994a.com> References: <49249093.2000000@ti-994a.com> Message-ID: <589c94400811191426k5a2e762fxf56f5a4ae2867a52@mail.gmail.com> UPGRADING.mysql On Thu, Nov 20, 2008 at 1:17 AM, Macnlos wrote: > I've got 3.8.1 installed on a SLES 9.3 box. I've not added anything > special and running a pretty simple setup. I've upgraded from 3.6.7 up > to 3.8.1 and ran the DB upgrade scripts. > > Here is the issue: When I login I can click on Home, Simple Search, > Tools, Configuration, Preferences and Approval links until I'm blue in > the face. But when I click on "Tickets" and then another link I get > dumped back out to the login page. > > rt.log doesn't have anything in it. httpd/error_log doesn't have > anything in it. I'm stuck here and need a bump in the right direction. > Any suggestions or is there more information I can provide? > > CR > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Nov 19 18:37:35 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 19 Nov 2008 15:37:35 -0800 Subject: [rt-users] Precedence for group rights for custom fields vs. queue In-Reply-To: References: Message-ID: <4924A33F.9060106@lbl.gov> Jon, You're situation is similar to ours with a few differences. We only move the ticket to a "support" queue once, after it is initally approved for work. Once there, it is modified by the support personnel until it is ready for our "QA" workFlow. We have several Custom Fields in play for that process and, of course, allow only members of a certain group to modify those fields. Those "Approvers CANNOT modify any other field in the ticket, with the exception of comments, but those are two different permissions. You pose a fairly tricky problem, but question1 doesn't quite seem to specifically address it. Question 1: Do CF rights override Queue/Group rights? They don't interrelate at all, other than when a CF IS applied to a Queue, the CF rights of a group come into play. The CF group rights are for a CF, regardless of queue. RT sees this as two separate issues. I have an instance where a CF is applied to a queue but no one can see it or modify it. I use it internally for certain scrip conditions and I set it internally based on other conditions (this, by the way, might be an idea to consider for your problem). Having rights to a CF in no way impinges on the rights you granted for a queue. Question 2 & 3: I would consider the following: 1) Create a CF that NO ONE can modify. Apply it to the appropriate queues. 2) Write a scrip that will modify that new CF with a more explicit description of the value expressed by the CF that was changed by the approvers. Condition that action on a change to the ORIGINAL CF that the approvers CAN modify. 3) Grant "SeeCustomField" (ONLY!!!) for the appropriate groups to that new CF. 4) Do not apply the old CF to the queues where the approvers are only supposed to be "looking" at them. This should allow you approvers to modify the CF in the "Approval" queue where they have access AND at the same time, you are updating the CF that anyone can SEE (by not change) in the non-approval queue. I hope I'm describing this in an understandable way. The terms we use in RT CAN be a little misleading, sometimes. Hope this helps. Kenn LBNL On 11/19/2008 2:02 PM, Jon Codispoti wrote: > Hi List, > > I've run up against something in RT that does not work intuitively for > me. I apologize up front for the length of this e-mail, but I wanted to > provide all pertinent background so others can understand the problem I > face. > > Background: > > I've created a workflow in RT that utilizes a couple of different > queues. Our Customer Service department enters a ticket in one queue > ("Sales Order") and when ready to send the item on for approvals, > transfers the ticket to an approval queue ("Sales Order Approval") which > then triggers scrips to e-mail a string of approvers in a particular > order. The way this works is each group of approvers have certain > custom fields that they edit and when an authorized approver user fills > in all their required fields, a scrip executes when then e-mails the > next approver in line with a ticket link so they can fill in their > custom fields. At the end of a long string of reviewers filling in > their fields, the scrip e-mails notification to the ticket owner that > the approval is completed and transfers the ticket back to the "Sales > Order" queue, modifying the ticket subject to indicate it's completed. > > Group rights have been set up on the "Sales Order" queue so tickets can > only be created and modified by Customer Service. For the approval > queue, all groups of approvers have the right to modify tickets. The > individual custom fields that hold the approval information are > controlled, however, by group rights tied to the approving individuals > for each step in the approval process, thereby disallowing approvers > from different teams the ability to overwrite each other's custom fields > for approval. > > This system, while it sounds complicated, actually works simply and > automatically and has effectively replaced a manual sign off process > that previously existed. > > The Problem: > > At one point a requirement was submitted to allow approvers the ability > to see previously signed off tickets. This was implemented using group > rights on the "Sales Order" queue that provided ticket viewing rights, > but no "write" rights for approvers. The thought was that as long as > the ticket sat in a queue where the user can see the tickets but cannot > modify them, then there should be no chance for a reviewer to modify > their previous approval. What I have found though is that it appears > the group right which allows access to modify a custom field seems to > override the group right on the queue that disallows modification to the > ticket. This means an approver who was simply allowed to view tickets > in the queue can still change their custom field data after it's gone > through the complete review cycle, something we do not want. > > > Are custom field group rights supposed to override queue group rights? > > If this is the current design, is this a bug or oversight or is it > intentional? > > If anyone else has encountered this, are there any hacks to fix it? > > Many thanks in advance. > > -- > *Jon Codispoti* > */IT Manager/**/ > /Orthodyne Electronics, Inc.**//*/ > Office: 949-399-2929, Ext. 1006// > Fax: 949-660-8514///**/ > jon.codispoti at orthodyne.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 kevinm at f9e.com Wed Nov 19 20:29:31 2008 From: kevinm at f9e.com (Kevin Murphy) Date: Wed, 19 Nov 2008 17:29:31 -0800 Subject: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8? Message-ID: <31ECB6BD3B41974AB11BACB17C05296E05E3B0D3@kirkmail01.f9.internal> Hi RT List, I am in the process of setting up RT3.8 for an evaluation as we seek a replacement for our current horrendous support ticketing system. Apologies if the issues are simple configuration ones, but I am not familiar with Perl or CPAN (aside from following instructions to get a Bugzilla installation up running with Apache mod-perl). I set up an Ubuntu 8.10 LAMP server and installed RT 3.8. That went smoothly and RT is running. I run into problems with ExternalAuth... I have read the ExternalAuth wiki page (http://wiki.bestpractical.com/view/ExternalAuth) and a thread describing how this was accomplished (http://www.gossamer-threads.com/lists/rt/users/77286) but my major problem at this point is that I can't seem to get ExternalAuth installed. I attempted installing with CPAN, but that resulted in: Warning: Cannot install RT::Authen::ExternalAuth, don't know what it is. Try the command i /RT::Authen::ExternalAuth/ to find objects with matching identifiers. So, I followed the manual install instructions, but when I run Perl Makefile.PL The response is Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Cannot determine author info from lib/RT/Authen/ExternalAuth.pm Cannot determine license info from lib/RT/Authen/ExternalAuth.pm Using RT configuration from /opt/rt3/lib/RT.pm: ./etc => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc ./html => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html ./lib => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Writing Makefile for RT::Authen::ExternalAuth Can anyone inform me of what I am doing wrong here? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Thu Nov 20 03:38:00 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 20 Nov 2008 08:38:00 +0000 Subject: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8? In-Reply-To: <31ECB6BD3B41974AB11BACB17C05296E05E3B0D3@kirkmail01.f9.internal> References: <31ECB6BD3B41974AB11BACB17C05296E05E3B0D3@kirkmail01.f9.internal> Message-ID: <492521E8.7070607@jennic.com> Kevin Murphy wrote: > Hi RT List, > > I attempted installing with CPAN, but that resulted in: > > > > Warning: Cannot install RT::Authen::ExternalAuth, don't know what it is. > > Try the command > > i /RT::Authen::ExternalAuth/ > > to find objects with matching identifiers. > I don't know why this would be. But manual installation is just as good so it doesn't matter much. > > > So, I followed the manual install instructions, but when I run > > Perl Makefile.PL > > The response is > > Cannot determine perl version info from > lib/RT/Authen/ExternalAuth.pm > Cannot determine author info from lib/RT/Authen/ExternalAuth.pm > Cannot determine license info from lib/RT/Authen/ExternalAuth.pm > Using RT configuration from /opt/rt3/lib/RT.pm: > ./etc => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc > ./html => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html > ./lib => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > Writing Makefile for RT::Authen::ExternalAuth I don't know what's causing the "cannot determine" warnings, I guess I just haven't yet accounted for a newer version. > > Can anyone inform me of what I am doing wrong here? Nothing, you just stopped too early. Once you've done `perl Makefile.PL` you need to do `make` and `make install`. -- 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 tjrc at sanger.ac.uk Thu Nov 20 03:48:03 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 20 Nov 2008 08:48:03 +0000 Subject: [rt-users] Upgrade RT In-Reply-To: <589c94400811190630y4211e087wbbe34d662feef912@mail.gmail.com> References: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk> <4BAB9329-9399-4FA1-8364-2D122E8E9CF9@sanger.ac.uk> <6EADFA91-527F-4962-97CE-59E104C20BD1@sanger.ac.uk> <589c94400811190630y4211e087wbbe34d662feef912@mail.gmail.com> Message-ID: <89904677-0177-4300-BC0D-16A384E11100@sanger.ac.uk> Thanks very much, Ruslan. On 19 Nov 2008, at 2:30 pm, Ruslan Zakirov wrote: > As you're on mysql 4.1.x and RT older than 3.8 then you should > dump/load data using binary character set to avoid any data > conversions. OK, so that's: mysqldump --default-character-set=binary ... > dump.sql yes? > >> >> 2) Load that dump into a new MySQL 5.0 database on my new system > using binary character set again to avoid conversion. so when I run the SQL back through mysql, I should again do: mysql --default-character-set=binary rtdb < dump.sql > >> >> 3) Apply the 3.4.2 -> 3.8.0 update >> >> 4) Apply the MySQL 4.0->4.1 patch, if necessary (I'm now wondering >> whether it is, or whether applying it is actually causing the >> problem) > You must do it. OK, good. > >> >> 5) Apply the 3.8.0 -> 3.8.1 update >> So, I've now done the above procedure again, using --default-character- set=binary, and I still seem to have the problem with corrupted attachments, so I'm still missing something. I think the difficulty here is that I don't know at what stage in this process I'm doing the damage. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From chk at comx.dk Thu Nov 20 05:29:44 2008 From: chk at comx.dk (Christian O. Knudsen) Date: Thu, 20 Nov 2008 11:29:44 +0100 Subject: [rt-users] CC-type fields when creating and replying to a ticket Message-ID: <1227176984.6952.14.camel@chk-2510p> We were formerly running RT 3.6.1 and are now running RT 3.8.1, generally a good experience, but there is one small 'issue' I am wondering about: When creating a ticket the CC (and presumably AdminCC field too) accepts a comma-delimited list of either email addresses or user login names, even though the descriptive text (in both the rt-3.5 and web2 themes) explains that it takes a comma delimited list of email addresses. When replying to a ticket the two CC fields (CC and BCC) does not have a descriptive text and so it is my assumption that they should work like the CC and AdminCC fields during ticket creation, but these only take a comma-delimited list of email addresses, not user login names, in RT 3.6.1 it was even assumed that anything entered here was an email address, thus the system could attemt to send an email to something that didn't even have an '@' in it, in RT 3.8.1 it seems that anything without an '@' in it is discarded before constructing mails. My question is this: Is the above described desired behavior, and if it is shouldn't the descriptive text of the fields be clearer as not to confuse end users? -- Christian O. Knudsen ComX Networks From nimbius at sdf.lonestar.org Thu Nov 20 08:18:38 2008 From: nimbius at sdf.lonestar.org (John) Date: Thu, 20 Nov 2008 13:18:38 +0000 (UTC) Subject: [rt-users] strange error when checking user rights for group Message-ID: whenever i try to list the user rights under a group, RT churns for a bit and spits out this error: RT::Group::Privileged Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Elements/ShowUserConcise line 52) this is a 3.4.5 to 3.8.1 upgrade with mysql 5 and apache 2.2 using fcgid. both database upgrades have been applied. nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From Munsch at phillycarshare.org Thu Nov 20 11:53:28 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 20 Nov 2008 11:53:28 -0500 Subject: [rt-users] Win2k Native AD mode Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D47400@pcsexch.phillycarshare.loc> Hello list, I've been having Issues(tm) with my LDAP auth. I've only just checked and my predecessor has the DC running at Win2k Native functionality... not Win2k3. Would this affect ExternalAuth's ability to do proper LDAP lookups against AD? There're no NT or Win2k machines anywhere on this network. I've no idea why it's set up like this. Argh, Rob ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x138 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From phanoko at gmail.com Thu Nov 20 12:19:45 2008 From: phanoko at gmail.com (matt wells) Date: Thu, 20 Nov 2008 09:19:45 -0800 Subject: [rt-users] User Stats in a Queue?? Message-ID: We have a helpdesk that's going to giving out tickets to our Engineers. They are looking for a way to have pretty much the quick search box but instead of queues it would have the Engineering staff. That way they can easily see that I have 876 tickets and can't take anymore. Has anyone formed a query that'll do that???? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Thu Nov 20 12:22:38 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 20 Nov 2008 17:22:38 +0000 Subject: [rt-users] Win2k Native AD mode In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D47400@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18D47400@pcsexch.phillycarshare.loc> Message-ID: <49259CDE.2090909@jennic.com> Robert Munsch wrote: > Hello list, > > > > I?ve been having Issues? with my LDAP auth. I?ve only just checked and > my predecessor has the DC running at Win2k Native functionality? not Win2k3. > > Would this affect ExternalAuth?s ability to do proper LDAP lookups > against AD? > > > > There?re no NT or Win2k machines anywhere on this network. I?ve no idea > why it?s set up like this. 1. It should have no effect, Win2k AD was as shoddy as Win2k3 at doing LDAP. The interface from outside should be the same. 2. Upgrade the base functionality to 2003. It only takes a few clicks and if you have no Win2k/NT machines it will make no difference to the network, it will simple give you extra functionality that you can choose to use or not. -- 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 josephc at sendwordnow.com Thu Nov 20 12:24:37 2008 From: josephc at sendwordnow.com (jacharbonneau) Date: Thu, 20 Nov 2008 09:24:37 -0800 (PST) Subject: [rt-users] tickets replied to or created via email taking long time to be created Message-ID: <20606154.post@talk.nabble.com> I have been noticing when replying or creating a ticket via email is taking anywhere from 10 to 15 mins to get through and post into rt and send the corresponding email out. I have the fetchmail daemon set to poll every15 secs set daemon 15 so i am not sure where to go from here with this. The server that the RT instance is on is a vm server the os is freebsd and space is starting to get limited I am not sure if this has anything to do with the lag in posting on rt problem but thought i would put that in. Is there another file that i can look at besides fetchmailrc to try and get the posting and emails to go through faster? -- View this message in context: http://www.nabble.com/tickets-replied-to-or-created-via-email-taking-long-time-to-be-created-tp20606154p20606154.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From HelmuthRamirez at compupay.com Thu Nov 20 12:30:15 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 20 Nov 2008 12:30:15 -0500 Subject: [rt-users] User Stats in a Queue?? References: Message-ID: <7314881427FC8A4081673E8CEEA792490D61E10D@EXMIAMI01.compupay.com> I'm not sure how many engineers you have, but have you considered giving the Helpdesk dashboards for each Engineer? That way they can click on your name and see all your tickets? ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of matt wells Sent: Thu 11/20/2008 12:19 PM To: rt-users Subject: [rt-users] User Stats in a Queue?? We have a helpdesk that's going to giving out tickets to our Engineers. They are looking for a way to have pretty much the quick search box but instead of queues it would have the Engineering staff. That way they can easily see that I have 876 tickets and can't take anymore. Has anyone formed a query that'll do that???? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Thu Nov 20 12:30:40 2008 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 20 Nov 2008 12:30:40 -0500 Subject: [rt-users] tickets replied to or created via email taking long time to be created In-Reply-To: <20606154.post@talk.nabble.com> References: <20606154.post@talk.nabble.com> Message-ID: Run it in debug mode, like the following as an example. That may reveal the problem. echo this is a test ticket | /opt/rt3/bin/rt-mailgate --queue help --action correspond --url https://ticket.company.net --debug On Thu, Nov 20, 2008 at 12:24 PM, jacharbonneau wrote: > > I have been noticing when replying or creating a ticket via email is taking > anywhere from 10 to 15 mins to get through and post into rt and send the > corresponding email out. I have the fetchmail daemon set to poll every15 > secs set daemon 15 so i am not sure where to go from here with this. The > server that the RT instance is on is a vm server the os is freebsd and > space is starting to get limited I am not sure if this has anything to do > with the lag in posting on rt problem but thought i would put that in. Is > there another file that i can look at besides fetchmailrc to try and get the > posting and emails to go through faster? > -- > View this message in context: http://www.nabble.com/tickets-replied-to-or-created-via-email-taking-long-time-to-be-created-tp20606154p20606154.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From josephc at sendwordnow.com Thu Nov 20 12:55:22 2008 From: josephc at sendwordnow.com (Joe Charbonneau) Date: Thu, 20 Nov 2008 12:55:22 -0500 Subject: [rt-users] tickets replied to or created via email taking long time to be created In-Reply-To: Message-ID: <8C509380F5C1E64686251D030FA286E005BBCD31@LATSVIVEX01.sendwordnow.local> Have just run a test and it seems like it is taking longer for a reply to ticket to go through than it does for an initial create it took a minute for the create and 10 minutes for reply -----Original Message----- From: Asif Iqbal [mailto:vadud3 at gmail.com] Sent: Thursday, November 20, 2008 12:31 PM To: Joe Charbonneau Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] tickets replied to or created via email taking long time to be created Run it in debug mode, like the following as an example. That may reveal the problem. echo this is a test ticket | /opt/rt3/bin/rt-mailgate --queue help --action correspond --url https://ticket.company.net --debug On Thu, Nov 20, 2008 at 12:24 PM, jacharbonneau wrote: > > I have been noticing when replying or creating a ticket via email is taking > anywhere from 10 to 15 mins to get through and post into rt and send the > corresponding email out. I have the fetchmail daemon set to poll every15 > secs set daemon 15 so i am not sure where to go from here with this. The > server that the RT instance is on is a vm server the os is freebsd and > space is starting to get limited I am not sure if this has anything to do > with the lag in posting on rt problem but thought i would put that in. Is > there another file that i can look at besides fetchmailrc to try and get the > posting and emails to go through faster? > -- > View this message in context: http://www.nabble.com/tickets-replied-to-or-created-via-email-taking-lon g-time-to-be-created-tp20606154p20606154.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From Munsch at phillycarshare.org Thu Nov 20 13:23:09 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 20 Nov 2008 13:23:09 -0500 Subject: [rt-users] Bad AD or is it my config? Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D47454@pcsexch.phillycarshare.loc> Ok, narrowing this down. Have a user "rtbind" with the creative password "tickets." Running ldapsearch from the command line with this user's credentials gets me results as expected. Logging in to the web interface using this same user and password gets me [Thu Nov 20 18:13:23 2008] [debug]: $pass defined (tickets), Running IsPassword (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:69) [Thu Nov 20 18:13:23 2008] [debug]: Password Incorrect (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:74) [Thu Nov 20 18:13:23 2008] [error]: FAILED LOGIN for rtbind from 192.168.1.34 (/opt/rt3/share/html/autohandler:265) So now I'm *really* confused. It's finding the rtbind user in AD and accepting that (I tested by entering a bogus user (literally), and I see the expected [debug]: User Check Failed :: ( AD_LDAP ) bogus User not found So the user lookup is okay). Just for laughs, I made rtbind a domain admin. I assumed that would remove permission to check passwords in AD as a factor. Was I wrong, or is there still something dumb in my config somewhere? I've been using Softerra's LDAP Browser (freeware) to check structure. I'm not sure what I'm missing at this point :-(. ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x138 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From jhendrickson at zixcorp.com Thu Nov 20 14:34:29 2008 From: jhendrickson at zixcorp.com (James Hendrickson) Date: Thu, 20 Nov 2008 13:34:29 -0600 Subject: [rt-users] Round robin of tickets possible? Also hardware specifications. In-Reply-To: References: Message-ID: <0572388C3DF45C4DAF9C1FF8AC67F81803BFCB96@MAILBOX.mrktg.zixadmin.com> I recently purchased RT essentials (the O'reilly book) and read through it. I intend to migrate the company I just started at away from Remedy, and Kana to RT. Currently we use kana for email support and this will be the first part of the migration, foot in the door so to speak. The way I would like the new installation to work: Emails sent to support at companyname.com would be filtered via keywords into separate queues if no match is made it will go into a general queue. Emails matched by keyword go into technicians mail queues in a fashion to help balance workload (first email in goes to technician ones queue, email two commensurately goes to technician number 2, kind of a round robin so the work load is shared equally) is this something that I will have to create via scrip? We process around 800 emails a day and would like to have room to expand up to double that, as well as around 1500 tickets per day between 60 employees what should I spec out for hardware? 2.6ghz processor with 2 gigs of ram should handle the load from the back of napkin math I have done, please correct me if I am wrong. This email message and any attachments are for the sole use of the intended recipient(s) and contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message and any attachments. From jpierce at cambridgeenergyalliance.org Thu Nov 20 16:36:24 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 20 Nov 2008 16:36:24 -0500 Subject: [rt-users] User Stats in a Queue?? In-Reply-To: References: Message-ID: You might try starting here: http://wiki.bestpractical.com/view/DailyStat Either just using the email report, or figuring out how to adapt the query for use in an Advanced Search to create a dashboard as per Helmuth. -- Cambridge Energy Alliance: Save money. Save the planet. From kevinm at f9e.com Thu Nov 20 16:38:49 2008 From: kevinm at f9e.com (Kevin Murphy) Date: Thu, 20 Nov 2008 13:38:49 -0800 Subject: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8? In-Reply-To: <492521E8.7070607@jennic.com> References: <31ECB6BD3B41974AB11BACB17C05296E05E3B0D3@kirkmail01.f9.internal> <492521E8.7070607@jennic.com> Message-ID: <31ECB6BD3B41974AB11BACB17C05296E05EDC230@kirkmail01.f9.internal> Thanks Mike, I did follow as per instructions with 'perl Makefile.PL', 'make', and 'make install'. I just reported here up until my first error as I assumed the next error was related to the first reported. Anyway, I continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding 'Set( @Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file. After that, if I attempt to restart Apache, the server fails and the error logs report the following: Can't locate Net/LDAP.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth /LDAP.pm line 2.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth /LDAP.pm line 2.\nCompilation failed in require at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth .pm line 28.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth .pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 624.\nCompilation failed in require at (eval 2) line 1.\n Thanks again -----Original Message----- From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey Sent: Thursday, November 20, 2008 12:38 AM To: Kevin Murphy Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8? Kevin Murphy wrote: > Hi RT List, > > I attempted installing with CPAN, but that resulted in: > > > > Warning: Cannot install RT::Authen::ExternalAuth, don't know what it is. > > Try the command > > i /RT::Authen::ExternalAuth/ > > to find objects with matching identifiers. > I don't know why this would be. But manual installation is just as good so it doesn't matter much. > > > So, I followed the manual install instructions, but when I run > > Perl Makefile.PL > > The response is > > Cannot determine perl version info from > lib/RT/Authen/ExternalAuth.pm > Cannot determine author info from lib/RT/Authen/ExternalAuth.pm > Cannot determine license info from lib/RT/Authen/ExternalAuth.pm > Using RT configuration from /opt/rt3/lib/RT.pm: > ./etc => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc > ./html => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html > ./lib => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > Writing Makefile for RT::Authen::ExternalAuth I don't know what's causing the "cannot determine" warnings, I guess I just haven't yet accounted for a newer version. > > Can anyone inform me of what I am doing wrong here? Nothing, you just stopped too early. Once you've done `perl Makefile.PL` you need to do `make` and `make install`. -- 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 jonathan at 23andme.com Thu Nov 20 16:55:38 2008 From: jonathan at 23andme.com (Jonathan Hansen) Date: Thu, 20 Nov 2008 13:55:38 -0800 Subject: [rt-users] auto add users Message-ID: I am trying to set up RT such that it auto ads ldap users to a group and makes them privileged but ONLY ldap users, everyone else stays default unprivileged. Is there an easy way to do this? Thanks, Jonathan From epeterson at edc.org Thu Nov 20 16:44:56 2008 From: epeterson at edc.org (Erik Peterson) Date: Thu, 20 Nov 2008 16:44:56 -0500 Subject: [rt-users] User Stats in a Queue?? In-Reply-To: Message-ID: Hi Matt, I have done this by modifying the quick summary box. You can see the results and grab my files at: http://elementalmarkup.com/ramblings/rt-owner-summary Unfortunately, I have no idea if this will work in all settings... A while ago, one other RT-User subscriber tried to use the files and was not ultimately successful, but they do work on my setup. Right now I?m running 3.6.6, but if memory serves me correctly, I was able to install it on a test version of 3.8 as well. I?d also be glad to describe what it is that I did that might help. _Erik On 11/20/08 12:19 PM, "matt wells" wrote: > We have a helpdesk that's going to giving out tickets to our Engineers. They > are looking for a way to have pretty much the quick search box but instead of > queues it would have the Engineering staff. That way they can easily see that > I have 876 tickets and can't take anymore. > Has anyone formed a query that'll do that???? > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Munsch at phillycarshare.org Thu Nov 20 17:56:59 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 20 Nov 2008 17:56:59 -0500 Subject: [rt-users] Bad AD or is it my config? References: <112A77B7EB8C584FBD7F05CA4B499D18D47454@pcsexch.phillycarshare.loc> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D475AC@pcsexch.phillycarshare.loc> Trying to simulate this via ldapsearch but can't figure it out. All the docs I see say that 'userpassword is only accepted for auth, and unicodepwd is not readable by ldap.' I was hoping to run an ldapsearch to retrieve a given user's password to see where this is breaking, but I'm not sure how. I'm binding ok and can run all sorts of searches, but nothing that will list or show me passwords. How does RT do it..? My perl-fu is weak :-(. Thanks, Rob Subject: [rt-users] Bad AD or is it my config? Ok, narrowing this down. Have a user "rtbind" with the creative password "tickets." Running ldapsearch from the command line with this user's credentials gets me results as expected. Logging in to the web interface using this same user and password gets me [Thu Nov 20 18:13:23 2008] [debug]: $pass defined (tickets), Running IsPassword (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:69) [Thu Nov 20 18:13:23 2008] [debug]: Password Incorrect (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:74) [Thu Nov 20 18:13:23 2008] [error]: FAILED LOGIN for rtbind from 192.168.1.34 (/opt/rt3/share/html/autohandler:265) So now I'm *really* confused. It's finding the rtbind user in AD and accepting that (I tested by entering a bogus user (literally), and I see the expected [debug]: User Check Failed :: ( AD_LDAP ) bogus User not found So the user lookup is okay). Just for laughs, I made rtbind a domain admin. I assumed that would remove permission to check passwords in AD as a factor. Was I wrong, or is there still something dumb in my config somewhere? I've been using Softerra's LDAP Browser (freeware) to check structure. I'm not sure what I'm missing at this point :-(. ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x138 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From KFCrocker at lbl.gov Thu Nov 20 17:56:48 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 20 Nov 2008 14:56:48 -0800 Subject: [rt-users] Trouble with API Message-ID: <4925EB30.8020807@lbl.gov> To All, We are trying to run perl program using API. It won't let us create any tickets. We keep getting an error saying we don't have privileges to create tickets in the queue we are trying this on. First question, when using API, what user are we signed in on? RT_System? If so, how do we get that user privileges for creating tickets in a queue? Can we access that User? We can't seem to find any documentation on this part. Thanks in advance for your help. P.S. Hopefully, when we get this running, we'll have a conversion program to share that will allow you to read a legacy DB and write your records into RT. Kenn LBNL From brian.friday at gmail.com Thu Nov 20 18:17:39 2008 From: brian.friday at gmail.com (Brian Friday) Date: Thu, 20 Nov 2008 15:17:39 -0800 Subject: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8? In-Reply-To: <31ECB6BD3B41974AB11BACB17C05296E05EDC230@kirkmail01.f9.internal> References: <31ECB6BD3B41974AB11BACB17C05296E05E3B0D3@kirkmail01.f9.internal> <492521E8.7070607@jennic.com> <31ECB6BD3B41974AB11BACB17C05296E05EDC230@kirkmail01.f9.internal> Message-ID: <8F1EB5CC-7F99-4927-893D-69448DF20932@gmail.com> It appears Kevin that you do not have Net::LDAP installed based on your error messages below. Make sure you have installed the Net::LDAP modules and any others that it needs and you should get further. - Brian On Nov 20, 2008, at 1:38 PM, Kevin Murphy wrote: > Thanks Mike, > > I did follow as per instructions with 'perl Makefile.PL', 'make', and > 'make install'. I just reported here up until my first error as I > assumed the next error was related to the first reported. Anyway, I > continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding 'Set( > @Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file. > After that, if I attempt to restart Apache, the server fails and the > error logs report the following: > Can't locate Net/LDAP.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib > /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > /usr/local/lib/site_perl . /etc/apache2) at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > ExternalAuth > /LDAP.pm line 2.\nBEGIN failed--compilation aborted at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > ExternalAuth > /LDAP.pm line 2.\nCompilation failed in require at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > ExternalAuth > .pm line 28.\nBEGIN failed--compilation aborted at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > ExternalAuth > .pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/ > RT.pm > line 624.\nCompilation failed in require at (eval 2) line 1.\n > > Thanks again From jpierce at cambridgeenergyalliance.org Thu Nov 20 18:35:32 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 20 Nov 2008 18:35:32 -0500 Subject: [rt-users] Bookmarks bug? Editable query? Message-ID: Has anyone managed to edit the bookmarks query? I just want to make the star the first column, but am running into problems in 3.8.1. If one clicks the nodelet title, and then edit search, the Query is hard-coded to the ids of one's bookmarks, but the Format is populated as one would expect. If one tries to edit the predefined search as root, the query is set to the magic string: __Bookmarks__ Which results in the error message: Incomplete query, last element (KEYWORD) is not CLOSE_PAREN or VALUE in '__Bookmarks__' The same error is returned if one tries to paste in and submit a modified format... -- Cambridge Energy Alliance: Save money. Save the planet. From Munsch at phillycarshare.org Thu Nov 20 18:56:42 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 20 Nov 2008 18:56:42 -0500 Subject: [rt-users] ExternalAuth installation problems and canAuthenticating RT against Active Directory be done with version 3.8? References: <31ECB6BD3B41974AB11BACB17C05296E05E3B0D3@kirkmail01.f9.internal><492521E8.7070607@jennic.com><31ECB6BD3B41974AB11BACB17C05296E05EDC230@kirkmail01.f9.internal> <8F1EB5CC-7F99-4927-893D-69448DF20932@gmail.com> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D475C3@pcsexch.phillycarshare.loc> Maybe this is a dumb idea, but... you might want to DL the 3.8.1 source, unzip/untar it, and in the build dir do a # make testdeps Even if you're not building from source, this should give you a nice report on what perl modules you're missing or are below the required version. ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x138 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Brian Friday > Sent: Thursday, November 20, 2008 6:18 PM > To: Kevin Murphy > Cc: RT Users > Subject: Re: [rt-users] ExternalAuth installation problems and > canAuthenticating RT against Active Directory be done with version 3.8? > > > It appears Kevin that you do not have Net::LDAP installed based on > your error messages below. > > Make sure you have installed the Net::LDAP modules and any others that > it needs and you should > get further. > > - Brian > > On Nov 20, 2008, at 1:38 PM, Kevin Murphy wrote: > > > Thanks Mike, > > > > I did follow as per instructions with 'perl Makefile.PL', 'make', and > > 'make install'. I just reported here up until my first error as I > > assumed the next error was related to the first reported. Anyway, I > > continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding 'Set( > > @Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file. > > After that, if I attempt to restart Apache, the server fails and the > > error logs report the following: > > Can't locate Net/LDAP.pm in @INC (@INC contains: > > /opt/rt3/bin/../local/lib > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib > > /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 > > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > > /usr/local/lib/site_perl . /etc/apache2) at > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > > ExternalAuth > > /LDAP.pm line 2.\nBEGIN failed--compilation aborted at > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > > ExternalAuth > > /LDAP.pm line 2.\nCompilation failed in require at > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > > ExternalAuth > > .pm line 28.\nBEGIN failed--compilation aborted at > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > > ExternalAuth > > .pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/ > > RT.pm > > line 624.\nCompilation failed in require at (eval 2) line 1.\n > > > > Thanks again > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From kevinm at f9e.com Thu Nov 20 19:26:19 2008 From: kevinm at f9e.com (Kevin Murphy) Date: Thu, 20 Nov 2008 16:26:19 -0800 Subject: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8? In-Reply-To: <8F1EB5CC-7F99-4927-893D-69448DF20932@gmail.com> References: <31ECB6BD3B41974AB11BACB17C05296E05E3B0D3@kirkmail01.f9.internal> <492521E8.7070607@jennic.com> <31ECB6BD3B41974AB11BACB17C05296E05EDC230@kirkmail01.f9.internal> <8F1EB5CC-7F99-4927-893D-69448DF20932@gmail.com> Message-ID: <31ECB6BD3B41974AB11BACB17C05296E05EDC49C@kirkmail01.f9.internal> Thanks Brian, I did run 'cpan > install Net::LDAP' after seeing that error and I thought it installed... but I just learned how to use 'instmodsh' to list all the perl modules, saw it wasn't there, and ran the install again... where I saw it failed on 'make' do to an additional module I chose 'yes' to when I should have chosen 'no'. I closed the cpan session, reopened it and ran the install Net::LDAP again, chose 'no' and it installed this time. And, now the server is running again with 'Set(@Plugins, (qw(RT::Authen::ExternalAuth)));' added on RT_SiteConfig.PL file. Thanks! Kevin -----Original Message----- From: Brian Friday [mailto:brian.friday at gmail.com] Sent: Thursday, November 20, 2008 3:18 PM To: Kevin Murphy Cc: RT Users Subject: Re: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8? It appears Kevin that you do not have Net::LDAP installed based on your error messages below. Make sure you have installed the Net::LDAP modules and any others that it needs and you should get further. - Brian On Nov 20, 2008, at 1:38 PM, Kevin Murphy wrote: > Thanks Mike, > > I did follow as per instructions with 'perl Makefile.PL', 'make', and > 'make install'. I just reported here up until my first error as I > assumed the next error was related to the first reported. Anyway, I > continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding 'Set( > @Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file. > After that, if I attempt to restart Apache, the server fails and the > error logs report the following: > Can't locate Net/LDAP.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib > /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > /usr/local/lib/site_perl . /etc/apache2) at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > ExternalAuth > /LDAP.pm line 2.\nBEGIN failed--compilation aborted at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > ExternalAuth > /LDAP.pm line 2.\nCompilation failed in require at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > ExternalAuth > .pm line 28.\nBEGIN failed--compilation aborted at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > ExternalAuth > .pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/ > RT.pm > line 624.\nCompilation failed in require at (eval 2) line 1.\n > > Thanks again From smithj4 at bnl.gov Thu Nov 20 20:52:06 2008 From: smithj4 at bnl.gov (Jason A. Smith) Date: Thu, 20 Nov 2008 20:52:06 -0500 Subject: [rt-users] Trouble with API In-Reply-To: <4925EB30.8020807@lbl.gov> References: <4925EB30.8020807@lbl.gov> Message-ID: <1227232326.23053.20.camel@jazbo.dyndns.org> Hi Kenn, We have a script that sometimes creates tickets in RT using the perl API, by doing something like: # If we have an RT user's name or email address: # - Of course this user must have 'CreateTicket' rights. my $CurrentUser = RT::CurrentUser->new; $CurrentUser->LoadByName('RTName'); # Or use: LoadByEmail('EmailAddr'); # Otherwise we just have the ticket created by the RT system User: my $UserObj = RT::User->new($RT::SystemUser); my $CurrentUser = $UserObj->CurrentUser; # First create a MIME Object to put the ticket text into: my $MIMEObj = MIME::Entity->build(From => 'from', Subject => 'subject', Data => 'message text', ); # Then create the ticket, where the %ARGS hash contains all the ticket # data, like: Queue, Owner, Requestor, Subject & MIMEObj: my $Ticket = RT::Ticket->new($CurrentUser); my ($Id, $Transaction, $ErrStr) = $Ticket->Create(%ARGS); # To make extra replies or comments to the ticket, just do things like: $Ticket->Correspond(MIMEObj => $MIMEObj); $Ticket->Comment(MIMEObj => $MIMEObj); ~Jason On Thu, 2008-11-20 at 14:56 -0800, Kenneth Crocker wrote: > To All, > > > We are trying to run perl program using API. It won't let us create any > tickets. We keep getting an error saying we don't have privileges to > create tickets in the queue we are trying this on. > First question, when using API, what user are we signed in on? > RT_System? If so, how do we get that user privileges for creating > tickets in a queue? Can we access that User? We can't seem to find any > documentation on this part. Thanks in advance for your help. > > > P.S. Hopefully, when we get this running, we'll have a conversion > program to share that will allow you to read a legacy DB and write your > records into RT. > > > 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 > -- /------------------------------------------------------------------\ | 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. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3898 bytes Desc: not available URL: From thangnt at vinashin-media.com Thu Nov 20 22:16:57 2008 From: thangnt at vinashin-media.com (=?utf-8?B?Tmd1eeG7hW4gVHJ1bmcgVGjhuq9uZw==?=) Date: Fri, 21 Nov 2008 10:16:57 +0700 Subject: [rt-users] help me ! trungthangvn2004 Message-ID: help me ! trungthangvn2004 : i don't haven't Tr?n tr?ng. NGUYEN TRUNG THANG TELECOM DEPT. VINASHIN MEDIA CORPORATION A: 26/72 Nguyen Trai, Hanoi, Vietnam T: +844.274 6666 (ext 848) M: +84 936 812 338 Y: trungthangvn2004 W: www.vinashin-media.com From thangnt at vinashin-media.com Thu Nov 20 22:23:01 2008 From: thangnt at vinashin-media.com (=?utf-8?B?Tmd1eeG7hW4gVHJ1bmcgVGjhuq9uZw==?=) Date: Fri, 21 Nov 2008 10:23:01 +0700 Subject: [rt-users] trungthang Message-ID: test Tr?n tr?ng. NGUYEN TRUNG THANG TELECOM DEPT. VINASHIN MEDIA CORPORATION A: 26/72 Nguyen Trai, Hanoi, Vietnam T: +844.274 6666 (ext 848) M: +84 936 812 338 Y: trungthangvn2004 W: www.vinashin-media.com From torsten.brumm at Kuehne-Nagel.com Fri Nov 21 03:11:08 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 21 Nov 2008 09:11:08 +0100 Subject: [rt-users] Predefined Searches Question Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401A96D50@w3hamboex11.ger.win.int.kn> Hi RT Users, Developers, today i discovered together with some users some strange issues with predefined searches, exactly the Unowned Tickets. Users with this search active (most of our users!) reported massiv performance problems. Test Scenario: User has access to 3 Queues (modify Ticket rights) and not more. Inside the system are round about 1000 Queues with millions of tickets. Inside this 3 Queues of the user, there are only 4 Tickets which are new and unowned. The Query of this takes around 10 sec. The Query behind Unowned Tickets: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open') After changing this query to: ( Queue = 'QueueA' OR Queue = 'QueueB' OR Queue = 'QueueC' OR ) AND ( Status = 'new' OR Status = 'open') AND Owner = 'Nobody' This query was done in 0.5 sec, which is much faster i think.... Any ideas how to fix this? Torsten From mike.peachey at jennic.com Fri Nov 21 04:32:15 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 21 Nov 2008 09:32:15 +0000 Subject: [rt-users] Bad AD or is it my config? In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D475AC@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18D47454@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D475AC@pcsexch.phillycarshare.loc> Message-ID: <4926801F.10909@jennic.com> Robert Munsch wrote: > Trying to simulate this via ldapsearch but can?t figure it out. All the > docs I see say that ?userpassword is only accepted for auth, and > unicodepwd is not readable by ldap.? I was hoping to run an ldapsearch > to retrieve a given user?s password to see where this is breaking, but > I?m not sure how. > > > > I?m binding ok and can run all sorts of searches, but nothing that will > list or show me passwords. How does RT do it..? My perl-fu is weak L. LDAP authentication is not done the same way as unix authentication. It doesn't check the password you provided against the userPassword in LDAP, what it does is attempt to bind to LDAP using the credentials provided. If the bind is successful, the authentication is successful. 1. User provides username 2. username is turned into an LDAP filter using your config like this: (&(filter)(usernamefield=$username_provided)) e.g. (&(objectClass=Person)(sAMAccountName=foo)) 3. LDAP is searched using the filter by binding to the LDAP server and performing a search. If 'user' and 'pass' are set in the config then those credentials are used to bind to the server, otherwise an anonymous bind is done. 4. If the user is not found (after checking all name attributes and all external sources), authentication fails. 5. If an object IS found then RT attempts to bind to the LDAP server using the full DN of the object returned (i.e. saMAccountName=foo,ou=Users,dc=foo,dc=bar) and the password that was entered by the user. 6. IF bind was successful, user is authenticated. If not, then not. That should help understand what you're doing. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From torsten.brumm at Kuehne-Nagel.com Fri Nov 21 04:34:32 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 21 Nov 2008 10:34:32 +0100 Subject: [rt-users] User Stats in a Queue?? In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401A96DDB@w3hamboex11.ger.win.int.kn> Hi Erik, Matt, i found my problem with your OwnerSummary. I tried to load directly the OwnerSummary into the RT At A Glance Page, but i think, you called it from Quicksearch like this: <& /Elements/OwnerSummary, 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') }] &> And, yes it is working now, but very, very slow ;-) But it works. Torsten ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Erik Peterson Gesendet: Donnerstag, 20. November 2008 22:45 An: matt wells; rt-users Betreff: Re: [rt-users] User Stats in a Queue?? Hi Matt, I have done this by modifying the quick summary box. You can see the results and grab my files at: http://elementalmarkup.com/ramblings/rt-owner-summary Unfortunately, I have no idea if this will work in all settings... A while ago, one other RT-User subscriber tried to use the files and was not ultimately successful, but they do work on my setup. Right now I'm running 3.6.6, but if memory serves me correctly, I was able to install it on a test version of 3.8 as well. I'd also be glad to describe what it is that I did that might help. _Erik On 11/20/08 12:19 PM, "matt wells" wrote: We have a helpdesk that's going to giving out tickets to our Engineers. They are looking for a way to have pretty much the quick search box but instead of queues it would have the Engineering staff. That way they can easily see that I have 876 tickets and can't take anymore. Has anyone formed a query that'll do that???? ________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Fri Nov 21 07:59:11 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 21 Nov 2008 13:59:11 +0100 Subject: [rt-users] Predefined Searches Question In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401A96D50@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039401A96D50@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401A96F20@w3hamboex11.ger.win.int.kn> Hi Together, found a good solution for this problem (file attached) placed the file UnownedNew under /RT_HOME/local/html/Elements and added to RT_SiteConfig.pm at Homepage Components. This file loads the Unowned Ticket much,much more faster. Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Ham MI-ID, Torsten Brumm Gesendet: Freitag, 21. November 2008 09:11 An: RT Users Betreff: [rt-users] Predefined Searches Question Hi RT Users, Developers, today i discovered together with some users some strange issues with predefined searches, exactly the Unowned Tickets. Users with this search active (most of our users!) reported massiv performance problems. Test Scenario: User has access to 3 Queues (modify Ticket rights) and not more. Inside the system are round about 1000 Queues with millions of tickets. Inside this 3 Queues of the user, there are only 4 Tickets which are new and unowned. The Query of this takes around 10 sec. The Query behind Unowned Tickets: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open') After changing this query to: ( Queue = 'QueueA' OR Queue = 'QueueB' OR Queue = 'QueueC' OR ) AND ( Status = 'new' OR Status = 'open') AND Owner = 'Nobody' This query was done in 0.5 sec, which is much faster i think.... Any ideas how to fix this? Torsten _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: UnownedNew.zip Type: application/x-zip-compressed Size: 989 bytes Desc: UnownedNew.zip URL: From torsten.brumm at Kuehne-Nagel.com Fri Nov 21 08:42:11 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 21 Nov 2008 14:42:11 +0100 Subject: [rt-users] ExternalAuth installation problems and canAuthenticating RT against Active Directory be done with version 3.8? Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9337A@w3hamboex11.ger.win.int.kn> Looks like you missed Net::Ldap module. Torsten ----- Originalnachricht ----- Von: rt-users-bounces at lists.bestpractical.com An: mike.peachey at jennic.com Cc: RT-Users at lists.bestpractical.com Gesendet: Thu Nov 20 22:38:49 2008 Betreff: Re: [rt-users] ExternalAuth installation problems and canAuthenticating RT against Active Directory be done with version 3.8? Thanks Mike, I did follow as per instructions with 'perl Makefile.PL', 'make', and 'make install'. I just reported here up until my first error as I assumed the next error was related to the first reported. Anyway, I continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding 'Set( @Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file. After that, if I attempt to restart Apache, the server fails and the error logs report the following: Can't locate Net/LDAP.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth /LDAP.pm line 2.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth /LDAP.pm line 2.\nCompilation failed in require at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth .pm line 28.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth .pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 624.\nCompilation failed in require at (eval 2) line 1.\n Thanks again -----Original Message----- From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey Sent: Thursday, November 20, 2008 12:38 AM To: Kevin Murphy Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8? Kevin Murphy wrote: > Hi RT List, > > I attempted installing with CPAN, but that resulted in: > > > > Warning: Cannot install RT::Authen::ExternalAuth, don't know what it is. > > Try the command > > i /RT::Authen::ExternalAuth/ > > to find objects with matching identifiers. > I don't know why this would be. But manual installation is just as good so it doesn't matter much. > > > So, I followed the manual install instructions, but when I run > > Perl Makefile.PL > > The response is > > Cannot determine perl version info from > lib/RT/Authen/ExternalAuth.pm > Cannot determine author info from lib/RT/Authen/ExternalAuth.pm > Cannot determine license info from lib/RT/Authen/ExternalAuth.pm > Using RT configuration from /opt/rt3/lib/RT.pm: > ./etc => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc > ./html => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html > ./lib => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > Writing Makefile for RT::Authen::ExternalAuth I don't know what's causing the "cannot determine" warnings, I guess I just haven't yet accounted for a newer version. > > Can anyone inform me of what I am doing wrong here? Nothing, you just stopped too early. Once you've done `perl Makefile.PL` you need to do `make` and `make install`. -- 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 __________________________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From epeterson at edc.org Fri Nov 21 10:31:56 2008 From: epeterson at edc.org (Erik Peterson) Date: Fri, 21 Nov 2008 10:31:56 -0500 Subject: [rt-users] User Stats in a Queue?? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401A96DDB@w3hamboex11.ger.win.int.kn> Message-ID: That is certainly true. I use the existing ?QuickSearch? element area and provide a new definition for the Element that calls essentially exactly what Torsten mentions below (we have one extra ?active? status called ?waiting?). On my webpage, you there are two files and you do need both of them for this to work. Mine doesn?t seem to affect the page load time too much... My ?Time to display? is about 2.2 ? 2.5 seconds and that?s with a few extra saved queries being shown and seven queues in my ?Quick Search?. Not sure what your setup is like that might cause it to be slow. I don?t think I?ve done much that will change the speed like adding indicies or the such. _Erik On 11/21/08 4:34 AM, "Ham MI-ID, Torsten Brumm" wrote: > Hi Erik, Matt, > i found my problem with your OwnerSummary. I tried to load directly the > OwnerSummary into the RT At A Glance Page, but i think, you called it from > Quicksearch like this: > > <& /Elements/OwnerSummary, > 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') }] > &> > > > And, yes it is working now, but very, very slow ;-) But it works. > > Torsten From phanoko at gmail.com Fri Nov 21 10:46:56 2008 From: phanoko at gmail.com (matt wells) Date: Fri, 21 Nov 2008 07:46:56 -0800 Subject: [rt-users] User Stats in a Queue?? In-Reply-To: References: <16426EA38D57E74CB1DE5A6AE1DB039401A96DDB@w3hamboex11.ger.win.int.kn> Message-ID: Works great. Thank you! Last thing... is there a way to put this in it's own box and not inside the QuickSearch box? Really, thank you guys. You guys rock. On Fri, Nov 21, 2008 at 7:31 AM, Erik Peterson wrote: > That is certainly true. I use the existing ?QuickSearch? element area and > provide a new definition for the Element that calls essentially exactly > what > Torsten mentions below (we have one extra ?active? status called > ?waiting?). > On my webpage, you there are two files and you do need both of them for > this > to work. > > Mine doesn?t seem to affect the page load time too much... My ?Time to > display? is about 2.2 ? 2.5 seconds and that?s with a few extra saved > queries being shown and seven queues in my ?Quick Search?. Not sure what > your setup is like that might cause it to be slow. I don?t think I?ve done > much that will change the speed like adding indicies or the such. > > _Erik > > > > On 11/21/08 4:34 AM, "Ham MI-ID, Torsten Brumm" > wrote: > > > Hi Erik, Matt, > > i found my problem with your OwnerSummary. I tried to load directly the > > OwnerSummary into the RT At A Glance Page, but i think, you called it > from > > Quicksearch like this: > > > > <& /Elements/OwnerSummary, > > 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') > }] > > &> > > > > > > And, yes it is working now, but very, very slow ;-) But it works. > > > > Torsten > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From epeterson at edc.org Fri Nov 21 10:55:22 2008 From: epeterson at edc.org (Erik Peterson) Date: Fri, 21 Nov 2008 10:55:22 -0500 Subject: [rt-users] User Stats in a Queue?? In-Reply-To: Message-ID: Hi Matt, You can either ?title? the box something else which is essentially what I did since I didn?t need the original QuickSearch functionality: <&|/Widgets/TitleBox, title => loc("Owner Overview"), bodyclass => "", titleright => loc("Edit"), titleright_href => $RT::WebPath.'/Prefs/Quicksearch.html' &> (this in in Elements/QuickSearch) Or from what I understand, you can name the Element file something other than ?Quicksearch? and then include the new name in your RT-SiteConfig.pm in the array: Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); (that?s the default list from RT-Config.pm) Then anyone who has modified their At A Glance would have to add it and you could add it to the ?default? as well via: /Admin/Global/MyRT.html Hope that helps, Erik On 11/21/08 10:46 AM, "matt wells" wrote: > Works great. Thank you! Last thing... is there a way to put this in it's own > box and not inside the QuickSearch box? > Really, thank you guys. You guys rock. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Munsch at phillycarshare.org Fri Nov 21 11:39:25 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Fri, 21 Nov 2008 11:39:25 -0500 Subject: [rt-users] Bad AD or is it my config? References: <112A77B7EB8C584FBD7F05CA4B499D18D47454@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D475AC@pcsexch.phillycarshare.loc> <4926801F.10909@jennic.com> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D47663@pcsexch.phillycarshare.loc> Thanks for the info. I see on the AD server that CNs are in the format , space and all: but the returned object is checked with sAMAccountName, the user's "login name" for the domain, so this shouldn't matter. But it seems like it does. I am assuming that at debug level, no news means 'it worked': [Fri Nov 21 16:29:25 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:12) [Fri Nov 21 16:29:25 2008] [debug]: $pass defined (foobar), Running IsPassword (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:69) [Fri Nov 21 16:29:25 2008] [debug]: Password Incorrect (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:74) [Fri Nov 21 16:29:25 2008] [error]: FAILED LOGIN for munsch from 192.168.1.34 (/opt/rt3/share/html/autohandler:265) The first messages seen after reloading ::User are about the password check. This means the user lookup happened and the object was found, doesn't it? 'password incorrect' means that a bind using that info failed, yah? ldapsearch -LLL -x -D "CN=Robert Munsch,OU=Member Services,DC=phillycarshare,DC=loc" -w foobar -h phillycarshare-dc.phillycarshare.loc -b "dc=phillycarshare,dc=loc" "(objectClass=person)" ^ That succeeds. Web login still fails. Now, I'm using the full ActiveD DN of CN=blah on ldapsearch, but whatever I enter into the username field on the web login gets tried as the sAMAccountName, doesn't it? Or no? Is the CN being the of the user causing the issue? Should it be identical to the sAMAccountName one-word domain login? And if so, anyone know a good simple way to do that across the board without breaking anything.... Thanks, ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x138 > -----Original Message----- > From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey > Sent: Friday, November 21, 2008 4:32 AM > To: Robert Munsch > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Bad AD or is it my config? > > Robert Munsch wrote: > > Trying to simulate this via ldapsearch but can't figure it out. All the > > docs I see say that 'userpassword is only accepted for auth, and > > unicodepwd is not readable by ldap.' I was hoping to run an ldapsearch > > to retrieve a given user's password to see where this is breaking, but > > I'm not sure how. > > > > > > > > I'm binding ok and can run all sorts of searches, but nothing that will > > list or show me passwords. How does RT do it..? My perl-fu is weak L. > > LDAP authentication is not done the same way as unix authentication. It > doesn't check the password you provided against the userPassword in > LDAP, what it does is attempt to bind to LDAP using the credentials > provided. If the bind is successful, the authentication is successful. > > 1. User provides username > 2. username is turned into an LDAP filter using your config like this: > (&(filter)(usernamefield=$username_provided)) > e.g. > (&(objectClass=Person)(sAMAccountName=foo)) > 3. LDAP is searched using the filter by binding to the LDAP server and > performing a search. If 'user' and 'pass' are set in the config then > those credentials are used to bind to the server, otherwise an anonymous > bind is done. > 4. If the user is not found (after checking all name attributes and all > external sources), authentication fails. > 5. If an object IS found then RT attempts to bind to the LDAP server > using the full DN of the object returned (i.e. > saMAccountName=foo,ou=Users,dc=foo,dc=bar) and the password that was > entered by the user. > 6. IF bind was successful, user is authenticated. If not, then not. > > That should help understand what you're doing. > > -- > 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 > __________________________________________________ -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From pthirose at ucdavis.edu Fri Nov 21 14:54:11 2008 From: pthirose at ucdavis.edu (Paul Hirose) Date: Fri, 21 Nov 2008 11:54:11 -0800 (PST) Subject: [rt-users] Recursive Group Rights? Message-ID: I'm trying to get recursive group rights, and I'm missing something :) RT-3.8.1, mostly default settings for now. I create Queue: Dept-A-Support-Queue, and Group: Dept-A-Support-Group. I also create Group: Company-Support-Group. I make User: Dept-A-Support-Person-1 and put that person in Dept-A-Support-Group. I make User: Company-Support-Person-1 and put that person in Compnay-Support-Group. I now make Company-Support-Group a member of Dept-A-Support-Group. Finally, I go to Dept-A-Support-Queue and give Group rights to Dept-A-Support-Group to SeeQueue (and other stuff.) I thought this would allow Company-Support-Person-1 rights to Dept-A-Support-Queue. But it doesn't seem like it. Dept-A-Support-Person-1 can indeed mess with Dept-A-Support-Queue. CSP1 is a member of CSG. CSG is a member of DASG. DASG is given rights to DASQ. But CSP1 can't modify, see, etc DASQ. If CSG is given rights to DASQ, then indeed CSP1 can modify, see, etc DASQ. I had hoped CSG would be given the same rights as DASG, via its membership. DASP1 is a member of DASG. DASG is given rights to DASQ. DASP1 can indeed modify, see, etc DASQ. The point being, a local departmental support person can mess only with his own queue and tickets. A company wide support person can mess with any department's support queue (and the company wide support queue.) I could give Global Rights to CSG, but I can't :) There are actually a couple queues that a CSG member shouldn't have access to. So I thought by doing the above, I wouldn't have to manually edit every queue to give CSG rights, if I just stuck CSG inside each department's group (which already has the rights needed.) Thank you, PH -- Paul Hirose : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes From gdunn01 at harris.com Fri Nov 21 16:11:19 2008 From: gdunn01 at harris.com (Graham Dunn) Date: Fri, 21 Nov 2008 16:11:19 -0500 Subject: [rt-users] Too many transactions in a ticket? Message-ID: <492723F7.2060309@harris.com> RT 3.4.5, Mysql 4, perl v5.8.6 under freebsd. This ticket will load many transactions, up until it spits this out: error: 32 levels deep in component stack (infinite recursive call?) context: ... 47: 48: <%perl> 49: foreach my $stanza (@$Message) { 50: if ( ref $stanza eq "ARRAY" ) { 51: $m->comp( 'ShowMessageStanza', 52: Depth => $Depth + 1, 53: Transaction => $Transaction, 54: Message => $stanza ); 55: } ... code stack: /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/local/html/Ticket/Elements/ShowTransactionAttachments:143 /usr/local/rt3/local/html/Ticket/Elements/ShowTransactionAttachments:165 /usr/local/rt3/share/html/Ticket/Elements/ShowTransaction:62 /usr/local/rt3/share/html/Ticket/Elements/ShowHistory:104 /usr/local/rt3/share/html/Ticket/Display.html:61 /usr/local/rt3/local/html/index.html:95 /usr/local/rt3/share/html/autohandler:215 raw error 32 levels deep in component stack (infinite recursive call?) Trace begun at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1004 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0xb80c5fc)', 'ShowMessageStanza', 'Depth', 25, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbdc0260)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 24, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc24164)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 24, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc24164)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 24, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc24164)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 23, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb9971c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 23, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb9971c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 23, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb9971c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 22, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc00a17c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 22, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc00a17c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 22, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc00a17c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 21, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb69308)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 21, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb69308)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 21, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb69308)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 20, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc0730e0)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 20, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc0730e0)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 20, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc0730e0)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 19, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbbc5b08)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 19, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbbc5b08)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 19, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbbc5b08)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 18, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc130c8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 18, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc130c8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 18, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc130c8)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 17, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba6e970)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 17, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba6e970)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 17, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba6e970)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 16, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba9d110)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 16, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba9d110)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 16, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba9d110)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 15, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbdd1fdc)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 15, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbdd1fdc)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 15, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbdd1fdc)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 14, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb5820c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 14, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb5820c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 14, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb5820c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 13, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbafe0c8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 13, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbafe0c8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 13, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbafe0c8)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 12, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc8c464)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 12, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc8c464)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 12, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc8c464)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 11, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbaadf88)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 11, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbaadf88)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 11, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbaadf88)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 10, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbad4224)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 10, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbad4224)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 10, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbad4224)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 9, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbcbfc88)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 9, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbcbfc88)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 9, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbcbfc88)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 8, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc040aa8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 8, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc040aa8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 8, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc040aa8)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 7, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc074a3c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 7, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc074a3c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 7, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc074a3c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 6, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc044788)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 6, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc044788)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 6, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc044788)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 5, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe020c8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 5, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe020c8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 5, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe020c8)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 4, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe5d788)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 4, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe5d788)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 4, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe5d788)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 3, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba54e38)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 3, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba54e38)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 3, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba54e38)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 2, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbfc7f64)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 2, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbfc7f64)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 2, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbfc7f64)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 1, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba431c4)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 1, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba431c4)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 1, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba431c4)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 HTML::Mason::Commands::__ANON__('Depth', 0, 'Message', 'ARRAY(0xbcce770)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', 'Depth', 0, 'Message', 'ARRAY(0xbcce770)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Depth', 0, 'Message', 'ARRAY(0xbcce770)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)') called at /usr/local/rt3/local/html/Ticket/Elements/ShowTransactionAttachments line 143 HTML::Mason::Commands::__ANON__('UpdatePath', '/Ticket/Update.html', 'RowNum', 153, 'Attachments', 'ARRAY(0xadc91e8)', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'AttachPath', '/Ticket/Attachment', 'LastTransaction', 0, 'AttachmentContent', 'HASH(0xbad5788)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', undef, 'Parent', 0, 'Tickets', undef, 'ShowTitleBarCommands', 1, 'Parent', 384248, 'ParentObj', 'RT::Attachment=HASH(0xb8084e8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae047b8)', 'UpdatePath', '/Ticket/Update.html', 'RowNum', 153, 'Attachments', 'ARRAY(0xadc91e8)', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'AttachPath', '/Ticket/Attachment', 'LastTransaction', 0, 'AttachmentContent', 'HASH(0xbad5788)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', undef, 'Parent', 0, 'Tickets', undef, 'ShowTitleBarCommands', 1, 'Parent', 384248, 'ParentObj', 'RT::Attachment=HASH(0xb8084e8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'UpdatePath', '/Ticket/Update.html', 'RowNum', 153, 'Attachments', 'ARRAY(0xadc91e8)', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'AttachPath', '/Ticket/Attachment', 'LastTransaction', 0, 'AttachmentContent', 'HASH(0xbad5788)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', undef, 'Parent', 0, 'Tickets', undef, 'ShowTitleBarCommands', 1, 'Parent', 384248, 'ParentObj', 'RT::Attachment=HASH(0xb8084e8)') called at /usr/local/rt3/local/html/Ticket/Elements/ShowTransactionAttachments line 165 HTML::Mason::Commands::__ANON__('RowNum', 153, 'UpdatePath', '/Ticket/Update.html', 'LastTransaction', 0, 'AttachPath', '/Ticket/Attachment', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Attachments', 'ARRAY(0xadc91e8)', 'AttachmentContent', 'HASH(0xbad5788)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Collapsed', undef, 'ShowHeaders', undef, 'Tickets', undef, 'ShowTitleBarCommands', 1, 'Parent', 0) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae047b8)', 'RowNum', 153, 'UpdatePath', '/Ticket/Update.html', 'LastTransaction', 0, 'AttachPath', '/Ticket/Attachment', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Attachments', 'ARRAY(0xadc91e8)', 'AttachmentContent', 'HASH(0xbad5788)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Collapsed', undef, 'ShowHeaders', undef, 'Tickets', undef, 'ShowTitleBarCommands', 1, 'Parent', 0) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'RowNum', 153, 'UpdatePath', '/Ticket/Update.html', 'LastTransaction', 0, 'AttachPath', '/Ticket/Attachment', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Attachments', 'ARRAY(0xadc91e8)', 'AttachmentContent', 'HASH(0xbad5788)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Collapsed', undef, 'ShowHeaders', undef, 'Tickets', undef, 'ShowTitleBarCommands', 1, 'Parent', 0) called at /usr/local/rt3/share/html/Ticket/Elements/ShowTransaction line 62 HTML::Mason::Commands::__ANON__('Attachments', 'RT::Attachments=HASH(0xb224a48)', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'AttachmentContent', 'RT::Attachments=HASH(0xb2c57b8)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 153, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xadc91e8)', 'AttachmentContent', 'HASH(0xbad5788)', 'LastTransaction', 0) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xadf29c4)', 'Attachments', 'RT::Attachments=HASH(0xb224a48)', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'AttachmentContent', 'RT::Attachments=HASH(0xb2c57b8)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 153, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xadc91e8)', 'AttachmentContent', 'HASH(0xbad5788)', 'LastTransaction', 0) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Attachments', 'RT::Attachments=HASH(0xb224a48)', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'AttachmentContent', 'RT::Attachments=HASH(0xb2c57b8)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 153, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xadc91e8)', 'AttachmentContent', 'HASH(0xbad5788)', 'LastTransaction', 0) called at /usr/local/rt3/share/html/Ticket/Elements/ShowHistory line 104 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xb224a48)', 'AttachmentContent', 'RT::Attachments=HASH(0xb2c57b8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xadde3b0)', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xb224a48)', 'AttachmentContent', 'RT::Attachments=HASH(0xb2c57b8)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xb224a48)', 'AttachmentContent', 'RT::Attachments=HASH(0xb2c57b8)') called at /usr/local/rt3/share/html/Ticket/Display.html line 61 HTML::Mason::Commands::__ANON__('id', 'text') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xad49f70)', 'id', 'text') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'id', 'text') called at /usr/local/rt3/local/html/index.html line 95 HTML::Mason::Commands::__ANON__('q', 34969, 'q', 34969) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa3191c)', 'q', 34969, 'q', 34969) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'q', 34969, 'q', 34969) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb80c5fc)', 'q', 34969) called at /usr/local/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__('q', 34969) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaaac910)', 'q', 34969) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'q', 34969) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb80c5fc)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb80c5fc)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa7ca4e8)', 'Apache=SCALAR(0xafb2e5c)') called at /usr/local/rt3/bin/webmux.pl line 136 eval {...} at /usr/local/rt3/bin/webmux.pl line 136 RT::Mason::handler('Apache=SCALAR(0xafb2e5c)') called at /dev/null line 0 eval {...} at /dev/null line 0 -------------- next part -------------- A non-text attachment was scrubbed... Name: gdunn01.vcf Type: text/x-vcard Size: 163 bytes Desc: not available URL: From johann.stander at kaplan.com Fri Nov 21 17:46:03 2008 From: johann.stander at kaplan.com (JohannS) Date: Fri, 21 Nov 2008 14:46:03 -0800 (PST) Subject: [rt-users] Notification to new owner when case "take" Message-ID: <20630794.post@talk.nabble.com> Hi. We have RT 3.8.6 currently installed. I am trying to setup a script that will notify the owner who just click the button "take", to assign the case to themselves. The normal script of condition "on create" or "on owner change" does not send an email to the new owner. However if you change the owner through the basics window the script is fired, but "Take" has some other kind of condition or flags. ANy help would be appreciated. Thanks Johann -- View this message in context: http://www.nabble.com/Notification-to-new-owner-when-case-%22take%22-tp20630794p20630794.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Nov 21 17:48:08 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 22 Nov 2008 01:48:08 +0300 Subject: [rt-users] Too many transactions in a ticket? In-Reply-To: <492723F7.2060309@harris.com> References: <492723F7.2060309@harris.com> Message-ID: <589c94400811211448l318a1f77h2efe82d88b5fd52f@mail.gmail.com> I have a patch for RT 3.6.6 that makes this code not recursive. On Sat, Nov 22, 2008 at 12:11 AM, Graham Dunn wrote: > RT 3.4.5, Mysql 4, perl v5.8.6 under freebsd. > > This ticket will load many transactions, up until it spits this out: > > error: 32 levels deep in component stack (infinite recursive call?) > context: > ... > 47: > 48: <%perl> > 49: foreach my $stanza (@$Message) { > 50: if ( ref $stanza eq "ARRAY" ) { > 51: $m->comp( 'ShowMessageStanza', > 52: Depth => $Depth + 1, > 53: Transaction => $Transaction, > 54: Message => $stanza ); > 55: } > ... > code stack: > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 > /usr/local/rt3/local/html/Ticket/Elements/ShowTransactionAttachments:143 > /usr/local/rt3/local/html/Ticket/Elements/ShowTransactionAttachments:165 > /usr/local/rt3/share/html/Ticket/Elements/ShowTransaction:62 > /usr/local/rt3/share/html/Ticket/Elements/ShowHistory:104 > /usr/local/rt3/share/html/Ticket/Display.html:61 > /usr/local/rt3/local/html/index.html:95 > /usr/local/rt3/share/html/autohandler:215 > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > 32 levels deep in component stack (infinite recursive call?) > > > Trace begun at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1004 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0xb80c5fc)', > 'ShowMessageStanza', 'Depth', 25, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbdc0260)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 24, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc24164)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 24, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbc24164)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 24, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc24164)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 23, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb9971c)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 23, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbb9971c)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 23, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb9971c)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 22, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc00a17c)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 22, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xc00a17c)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 22, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc00a17c)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 21, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb69308)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 21, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbb69308)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 21, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb69308)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 20, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc0730e0)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 20, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xc0730e0)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 20, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc0730e0)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 19, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbbc5b08)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 19, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbbc5b08)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 19, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbbc5b08)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 18, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc130c8)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 18, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbc130c8)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 18, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc130c8)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 17, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba6e970)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 17, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xba6e970)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 17, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba6e970)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 16, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba9d110)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 16, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xba9d110)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 16, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba9d110)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 15, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbdd1fdc)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 15, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbdd1fdc)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 15, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbdd1fdc)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 14, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb5820c)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 14, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbb5820c)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 14, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbb5820c)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 13, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbafe0c8)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 13, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbafe0c8)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 13, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbafe0c8)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 12, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc8c464)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 12, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbc8c464)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 12, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbc8c464)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 11, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbaadf88)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 11, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbaadf88)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 11, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbaadf88)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 10, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbad4224)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 10, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Message', 'ARRAY(0xbad4224)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 10, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbad4224)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 9, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbcbfc88)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 9, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', > 'ARRAY(0xbcbfc88)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 9, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbcbfc88)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 8, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc040aa8)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 8, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', > 'ARRAY(0xc040aa8)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 8, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc040aa8)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 7, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc074a3c)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 7, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', > 'ARRAY(0xc074a3c)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 7, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc074a3c)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 6, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc044788)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 6, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', > 'ARRAY(0xc044788)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 6, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xc044788)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 5, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe020c8)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 5, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', > 'ARRAY(0xbe020c8)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 5, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe020c8)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 4, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe5d788)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 4, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', > 'ARRAY(0xbe5d788)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 4, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbe5d788)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 3, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba54e38)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 3, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', > 'ARRAY(0xba54e38)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 3, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba54e38)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 2, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbfc7f64)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 2, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', > 'ARRAY(0xbfc7f64)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 2, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xbfc7f64)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 1, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba431c4)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 1, 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'Message', > 'ARRAY(0xba431c4)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 1, 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Message', 'ARRAY(0xba431c4)') called > at /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza line 51 > HTML::Mason::Commands::__ANON__('Depth', 0, 'Message', > 'ARRAY(0xbcce770)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)') > called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm > line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae5532c)', > 'Depth', 0, 'Message', 'ARRAY(0xbcce770)', 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Depth', 0, 'Message', > 'ARRAY(0xbcce770)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)') > called at > /usr/local/rt3/local/html/Ticket/Elements/ShowTransactionAttachments > line 143 > HTML::Mason::Commands::__ANON__('UpdatePath', '/Ticket/Update.html', > 'RowNum', 153, 'Attachments', 'ARRAY(0xadc91e8)', 'Ticket', > 'RT::Ticket=HASH(0xb81ae98)', 'AttachPath', '/Ticket/Attachment', > 'LastTransaction', 0, 'AttachmentContent', 'HASH(0xbad5788)', > 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, > 'Collapsed', undef, 'Parent', 0, 'Tickets', undef, > 'ShowTitleBarCommands', 1, 'Parent', 384248, 'ParentObj', > 'RT::Attachment=HASH(0xb8084e8)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae047b8)', > 'UpdatePath', '/Ticket/Update.html', 'RowNum', 153, 'Attachments', > 'ARRAY(0xadc91e8)', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', > 'AttachPath', '/Ticket/Attachment', 'LastTransaction', 0, > 'AttachmentContent', 'HASH(0xbad5788)', 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', > undef, 'Parent', 0, 'Tickets', undef, 'ShowTitleBarCommands', 1, > 'Parent', 384248, 'ParentObj', 'RT::Attachment=HASH(0xb8084e8)') called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'UpdatePath', > '/Ticket/Update.html', 'RowNum', 153, 'Attachments', 'ARRAY(0xadc91e8)', > 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'AttachPath', > '/Ticket/Attachment', 'LastTransaction', 0, 'AttachmentContent', > 'HASH(0xbad5788)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'ShowHeaders', undef, 'Collapsed', undef, 'Parent', 0, 'Tickets', undef, > 'ShowTitleBarCommands', 1, 'Parent', 384248, 'ParentObj', > 'RT::Attachment=HASH(0xb8084e8)') called at > /usr/local/rt3/local/html/Ticket/Elements/ShowTransactionAttachments > line 165 > HTML::Mason::Commands::__ANON__('RowNum', 153, 'UpdatePath', > '/Ticket/Update.html', 'LastTransaction', 0, 'AttachPath', > '/Ticket/Attachment', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', > 'Attachments', 'ARRAY(0xadc91e8)', 'AttachmentContent', > 'HASH(0xbad5788)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Collapsed', undef, 'ShowHeaders', undef, 'Tickets', undef, > 'ShowTitleBarCommands', 1, 'Parent', 0) called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xae047b8)', > 'RowNum', 153, 'UpdatePath', '/Ticket/Update.html', 'LastTransaction', > 0, 'AttachPath', '/Ticket/Attachment', 'Ticket', > 'RT::Ticket=HASH(0xb81ae98)', 'Attachments', 'ARRAY(0xadc91e8)', > 'AttachmentContent', 'HASH(0xbad5788)', 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'Collapsed', undef, 'ShowHeaders', > undef, 'Tickets', undef, 'ShowTitleBarCommands', 1, 'Parent', 0) called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'RowNum', 153, 'UpdatePath', > '/Ticket/Update.html', 'LastTransaction', 0, 'AttachPath', > '/Ticket/Attachment', 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', > 'Attachments', 'ARRAY(0xadc91e8)', 'AttachmentContent', > 'HASH(0xbad5788)', 'Transaction', 'RT::Transaction=HASH(0xbaa45f0)', > 'Collapsed', undef, 'ShowHeaders', undef, 'Tickets', undef, > 'ShowTitleBarCommands', 1, 'Parent', 0) called at > /usr/local/rt3/share/html/Ticket/Elements/ShowTransaction line 62 > HTML::Mason::Commands::__ANON__('Attachments', > 'RT::Attachments=HASH(0xb224a48)', 'Ticket', > 'RT::Ticket=HASH(0xb81ae98)', 'AttachmentContent', > 'RT::Attachments=HASH(0xb2c57b8)', 'ShowHeaders', undef, 'Collapsed', > undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', > 'UpdatePath', '/Ticket/Update.html', 'Ticket', > 'RT::Ticket=HASH(0xb81ae98)', 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', > undef, 'RowNum', 153, 'ShowTitleBarCommands', 1, 'Attachments', > 'ARRAY(0xadc91e8)', 'AttachmentContent', 'HASH(0xbad5788)', > 'LastTransaction', 0) called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xadf29c4)', > 'Attachments', 'RT::Attachments=HASH(0xb224a48)', 'Ticket', > 'RT::Ticket=HASH(0xb81ae98)', 'AttachmentContent', > 'RT::Attachments=HASH(0xb2c57b8)', 'ShowHeaders', undef, 'Collapsed', > undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', > 'UpdatePath', '/Ticket/Update.html', 'Ticket', > 'RT::Ticket=HASH(0xb81ae98)', 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', > undef, 'RowNum', 153, 'ShowTitleBarCommands', 1, 'Attachments', > 'ARRAY(0xadc91e8)', 'AttachmentContent', 'HASH(0xbad5788)', > 'LastTransaction', 0) called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Attachments', > 'RT::Attachments=HASH(0xb224a48)', 'Ticket', > 'RT::Ticket=HASH(0xb81ae98)', 'AttachmentContent', > 'RT::Attachments=HASH(0xb2c57b8)', 'ShowHeaders', undef, 'Collapsed', > undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', > 'UpdatePath', '/Ticket/Update.html', 'Ticket', > 'RT::Ticket=HASH(0xb81ae98)', 'Transaction', > 'RT::Transaction=HASH(0xbaa45f0)', 'ShowHeaders', undef, 'Collapsed', > undef, 'RowNum', 153, 'ShowTitleBarCommands', 1, 'Attachments', > 'ARRAY(0xadc91e8)', 'AttachmentContent', 'HASH(0xbad5788)', > 'LastTransaction', 0) called at > /usr/local/rt3/share/html/Ticket/Elements/ShowHistory line 104 > HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb81ae98)', > 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, > 'Attachments', 'RT::Attachments=HASH(0xb224a48)', 'AttachmentContent', > 'RT::Attachments=HASH(0xb2c57b8)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xadde3b0)', > 'Ticket', 'RT::Ticket=HASH(0xb81ae98)', 'Tickets', undef, 'Collapsed', > undef, 'ShowHeaders', undef, 'Attachments', > 'RT::Attachments=HASH(0xb224a48)', 'AttachmentContent', > 'RT::Attachments=HASH(0xb2c57b8)') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'Ticket', > 'RT::Ticket=HASH(0xb81ae98)', 'Tickets', undef, 'Collapsed', undef, > 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xb224a48)', > 'AttachmentContent', 'RT::Attachments=HASH(0xb2c57b8)') called at > /usr/local/rt3/share/html/Ticket/Display.html line 61 > HTML::Mason::Commands::__ANON__('id', 'text') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xad49f70)', > 'id', 'text') called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'id', 'text') called at > /usr/local/rt3/local/html/index.html line 95 > HTML::Mason::Commands::__ANON__('q', 34969, 'q', 34969) called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa3191c)', > 'q', 34969, 'q', 34969) called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, 'q', 34969, 'q', 34969) called > at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb80c5fc)', > 'q', 34969) called at /usr/local/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__('q', 34969) called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaaac910)', > 'q', 34969) called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1069 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 1068 > HTML::Mason::Request::comp(undef, undef, undef, 'q', 34969) called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 338 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm > line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb80c5fc)') > called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 > eval {...} at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb80c5fc)') > called at > /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 827 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa7ca4e8)', > 'Apache=SCALAR(0xafb2e5c)') called at /usr/local/rt3/bin/webmux.pl line 136 > eval {...} at /usr/local/rt3/bin/webmux.pl line 136 > RT::Mason::handler('Apache=SCALAR(0xafb2e5c)') called at /dev/null line 0 > eval {...} at /dev/null 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 > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: 3.6.6-show_message_stanza_improvement.patch Type: application/octet-stream Size: 2359 bytes Desc: not available URL: From ruz at bestpractical.com Fri Nov 21 17:53:09 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 22 Nov 2008 01:53:09 +0300 Subject: [rt-users] Bookmarks bug? Editable query? In-Reply-To: References: Message-ID: <589c94400811211453s1a74d7d5p9c91452a6a7f5ef3@mail.gmail.com> Fixed in RT 3.8.1, use "id = '__Bookmarked__'" instead and read announce of RT 3.8.1 and UPGRADING, there is even upgrade script etc/upgrade/3.8.1/content for that particular issue. On Fri, Nov 21, 2008 at 2:35 AM, Jerrad Pierce wrote: > Has anyone managed to edit the bookmarks query? I just want to make > the star the first column, > but am running into problems in 3.8.1. If one clicks the nodelet > title, and then edit search, > the Query is hard-coded to the ids of one's bookmarks, but the Format > is populated as one would > expect. If one tries to edit the predefined search as root, the query > is set to the magic string: > > __Bookmarks__ > > Which results in the error message: > Incomplete query, last element (KEYWORD) is not CLOSE_PAREN or VALUE > in '__Bookmarks__' > > The same error is returned if one tries to paste in and submit a > modified format... > > -- > Cambridge Energy Alliance: Save money. Save the planet. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 gdunn01 at harris.com Fri Nov 21 17:54:13 2008 From: gdunn01 at harris.com (Graham Dunn) Date: Fri, 21 Nov 2008 17:54:13 -0500 Subject: [rt-users] Too many transactions in a ticket? In-Reply-To: <589c94400811211448l318a1f77h2efe82d88b5fd52f@mail.gmail.com> References: <492723F7.2060309@harris.com> <589c94400811211448l318a1f77h2efe82d88b5fd52f@mail.gmail.com> Message-ID: <49273C15.6090608@harris.com> On 21/11/2008 5:48 PM, Ruslan Zakirov wrote: > I have a patch for RT 3.6.6 that makes this code not recursive. > > I'm going to be upgrading to 3.8.1 next week, so I was basically hoping this was a 'display-only' problem. -------------- next part -------------- A non-text attachment was scrubbed... Name: gdunn01.vcf Type: text/x-vcard Size: 163 bytes Desc: not available URL: From ruz at bestpractical.com Fri Nov 21 18:12:11 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 22 Nov 2008 02:12:11 +0300 Subject: [rt-users] Too many transactions in a ticket? In-Reply-To: <49273C15.6090608@harris.com> References: <492723F7.2060309@harris.com> <589c94400811211448l318a1f77h2efe82d88b5fd52f@mail.gmail.com> <49273C15.6090608@harris.com> Message-ID: <589c94400811211512pd7c84c7sb02845f8fb7aa9ac@mail.gmail.com> RT 3.8.1 has no this change also, I'll include it into 3.8.2. On Sat, Nov 22, 2008 at 1:54 AM, Graham Dunn wrote: > On 21/11/2008 5:48 PM, Ruslan Zakirov wrote: >> >> I have a patch for RT 3.6.6 that makes this code not recursive. >> > > I'm going to be upgrading to 3.8.1 next week, so I was basically hoping this > was a 'display-only' problem. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mfrazier at thoughtconvergence.com Fri Nov 21 19:54:29 2008 From: mfrazier at thoughtconvergence.com (Malcolm Frazier) Date: Fri, 21 Nov 2008 16:54:29 -0800 Subject: [rt-users] Right could not be revoked Message-ID: Hello, When I discovered this "bug" my original intention was to create a new queue and a new user who would have complete control over the newly created queue, but absolutely no privileges for any of the other queues that already exist. Unfortunately I can not do this because when I create a new user and make them a privileged user right off the bat they become a super user with the ability to delegate rights and do whatever else they wish. To defeat this I tried going to the global group rights and revoking the "DelegateRights" and "SuperUser" rights from the groups "Everyone" and "unprivileged", but when I attempt to modify these I get the error "Right could not be revoked" I am positive the user I am logging in as does have sufficient rights; I believe I have seen this issue on the mailing list archive or some other site, but without resolve. If anyone haves any input that may be of some use I would greatly appreciate the feedback. Thank you -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Sat Nov 22 05:34:57 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sat, 22 Nov 2008 11:34:57 +0100 Subject: [rt-users] User Stats in a Queue?? In-Reply-To: References: Message-ID: Hi Erik, Matt, some additional information. I mentioned in my last mail the call like this: <& /Elements/OwnerSummary, 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') }] &> But there we check for ShowTicket Rights, correct will be: <& /Elements/OwnerSummary, cache => 'quick_search_queues', queue_filter => sub { $_->CurrentUserHasRight('OwnTicket') && !exists $unwanted->{$_->Name} }, conditions => [ {cond => "Status = 'new'", name => loc ('new') }, {cond => "Status = 'open'", name => loc ('open') }, {cond => "Status = 'stalled'", name => loc ('stalled') }] &> Which only displays the user who can own a ticket, what we are looking for ;-) and for, which speeds up the search.... (less users are allowed to own a ticket then to see a ticket. Torsten 2008/11/21 Erik Peterson > Hi Matt, > > You can either "title" the box something else which is essentially what I > did since I didn't need the original QuickSearch functionality: > > <&|/Widgets/TitleBox, title => loc("Owner Overview"), bodyclass => "", > titleright => loc("Edit"), titleright_href => > $RT::WebPath.'/Prefs/Quicksearch.html' &> > > (this in in Elements/QuickSearch) > > Or from what I understand, you can name the Element file something other > than "Quicksearch" and then include the new name in your RT-SiteConfig.pm in > the array: > > Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues > MySupportQueues MyReminders RefreshHomepage)]); > > (that's the default list from RT-Config.pm) > > Then anyone who has modified their At A Glance would have to add it and you > could add it to the "default" as well via: > /Admin/Global/MyRT.html > > Hope that helps, > Erik > > > > On 11/21/08 10:46 AM, "matt wells" wrote: > > Works great. Thank you! Last thing... is there a way to put this in it's > own box and not inside the QuickSearch box? > Really, thank you guys. You guys rock. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sat Nov 22 09:29:55 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 22 Nov 2008 14:29:55 +0000 Subject: [rt-users] Recursive Group Rights? In-Reply-To: References: Message-ID: <20081122142955.GG6867@31b.local> On Fri 21.Nov'08 at 11:54:11 -0800, Paul Hirose wrote: > I'm trying to get recursive group rights, and I'm missing something :) > > RT-3.8.1, mostly default settings for now. > I create Queue: queue1, and Group: groupa. I also create Group: groupb. > I make User: alice and put that person in groupa. I make User: bob and > put that person ingroupb. I now make groupb a member of groupa. > Finally, I go to queue1 and give Group rights to groupa to SeeQueue (and > other stuff.) (I relabeled your stuff to be a little clearer to me) bob should have all rights granted to groupa, just as alice does. Perhaps you're running afoul of a momentary ACL cache? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From frances.cincinattus at gmail.com Sat Nov 22 11:36:50 2008 From: frances.cincinattus at gmail.com (Frances Albemuth) Date: Sat, 22 Nov 2008 09:36:50 -0700 Subject: [rt-users] A possibly silly question about debugging local customizations. Message-ID: Hi all, I'm struggling to figure something out. When a modification is dropped into the local tree and it causes breakage such that the mason handler can't even get going, how do I debug it? I don't see it as stderr going to Apache and it's not going to syslog, either. Less catastrophic errors seem to end up being dumped in their respective components (i.e., if I screw up something with a Ticket/Elements object, I'll see it when I render a ticket and it'll stop rendering the ticket where it encounters the problem). This of course only happens if I muck around with something really fundamental in lib/. I'm sure there's a simple pointer, but I've been googling about with no success so far. Thanks, -FC From jpierce at cambridgeenergyalliance.org Sat Nov 22 15:02:13 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 22 Nov 2008 15:02:13 -0500 Subject: [rt-users] rtbounce-handler Message-ID: Is anyone using http://wiki.bestpractical.com/view/RtBounceHandler? It looks potentially useful, even if the module it relies upon has received only a bad review... Unfortunately, the script seems to use some non- existent API; Can't call method "as_string" on an undefined value at line 41 -- Cambridge Energy Alliance: Save money & the planet From ruz at bestpractical.com Sat Nov 22 18:20:17 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 23 Nov 2008 02:20:17 +0300 Subject: [rt-users] Right could not be revoked In-Reply-To: References: Message-ID: <589c94400811221520x4d03cfcbs2455a652db2bf43@mail.gmail.com> It's been reported once, but there is no solution as other developers and I can not reproduce the problem. The only option I see is to delete record(s) from ACL table. The only inconsistent data you can leave there are invalid delegations, but it's possible to clean them too. Delegations in the same table. Anyway, it would be cool if you will dig a little bit to give us way to reproduce the problem. On Sat, Nov 22, 2008 at 3:54 AM, Malcolm Frazier wrote: > Hello, > > > > When I discovered this "bug" my original intention was to create a new queue > and a new user who would have complete control over the newly created queue, > but absolutely no privileges for any of the other queues that already exist. > Unfortunately I can not do this because when I create a new user and make > them a privileged user right off the bat they become a super user with the > ability to delegate rights and do whatever else they wish. To defeat this I > tried going to the global group rights and revoking the "DelegateRights" and > "SuperUser" rights from the groups "Everyone" and "unprivileged", but when I > attempt to modify these I get the error "Right could not be revoked" I am > positive the user I am logging in as does have sufficient rights; I believe > I have seen this issue on the mailing list archive or some other site, but > without resolve. If anyone haves any input that may be of some use I would > greatly appreciate the feedback. > > > > Thank you > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Sat Nov 22 18:21:11 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 23 Nov 2008 02:21:11 +0300 Subject: [rt-users] Notification to new owner when case "take" In-Reply-To: <20630794.post@talk.nabble.com> References: <20630794.post@talk.nabble.com> Message-ID: <589c94400811221521m14ff73eftbf629e3b102846c7@mail.gmail.com> NotifyActor On Sat, Nov 22, 2008 at 1:46 AM, JohannS wrote: > Hi. We have RT 3.8.6 currently installed. I am trying to setup a script that > will notify the owner who just click the button "take", to assign the case > to themselves. The normal script of condition "on create" or "on owner > change" does not send an email to the new owner. However if you change the > owner through the basics window the script is fired, but "Take" has some > other kind of condition or flags. ANy help would be appreciated. Thanks > Johann > ________________________________ > View this message in context: Notification to new owner when case "take" > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From aaron at guise.net.nz Sat Nov 22 22:21:42 2008 From: aaron at guise.net.nz (Aaron Guise) Date: Sun, 23 Nov 2008 16:21:42 +1300 Subject: [rt-users] OnMerge Issues Message-ID: Hi, We just recently upgraded our RT from 3.6.5 to 3.8.0. On 3.6.5 we had a scrip which would send an email to notify the owner of a ticket in the event that someone merged another ticket within it. Unfortunately since the upgrade to 3.8.0 this no longer works. The custom condition I used to use was/is; my $txn = $self->TransactionObj; return undef unless $txn->Type =~ /^AddLink$/i; return undef unless $txn->Field =~ /^MergedInto$/i; return 1; Is there something that is handled differently in 3.8.0? Do I need this scrip or is there another way to do this, it seemed pretty simple. -- Regards Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Mon Nov 24 04:08:56 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 24 Nov 2008 09:08:56 +0000 Subject: [rt-users] Bad AD or is it my config? In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D47663@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18D47454@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D475AC@pcsexch.phillycarshare.loc> <4926801F.10909@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18D47663@pcsexch.phillycarshare.loc> Message-ID: <492A6F28.5030104@jennic.com> Robert Munsch wrote: > Thanks for the info. I see on the AD server that CNs are in the format > , space and all: but the returned object is checked with > sAMAccountName, the user's "login name" for the domain, so this > shouldn't matter. But it seems like it does. > > I am assuming that at debug level, no news means 'it worked': > > [Fri Nov 21 16:29:25 2008] [error]: Working around bug in RT and > reloading RT::User > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:12) > [Fri Nov 21 16:29:25 2008] [debug]: $pass defined (foobar), Running > IsPassword > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:69) > [Fri Nov 21 16:29:25 2008] [debug]: Password Incorrect > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:74) > [Fri Nov 21 16:29:25 2008] [error]: FAILED LOGIN for munsch from > 192.168.1.34 (/opt/rt3/share/html/autohandler:265) > > The first messages seen after reloading ::User are about the password > check. This means the user lookup happened and the object was found, > doesn't it? 'password incorrect' means that a bind using that info > failed, yah? > > ldapsearch -LLL -x -D "CN=Robert Munsch,OU=Member > Services,DC=phillycarshare,DC=loc" -w foobar -h > phillycarshare-dc.phillycarshare.loc -b "dc=phillycarshare,dc=loc" > "(objectClass=person)" > > ^ That succeeds. Web login still fails. Now, I'm using the full > ActiveD DN of CN=blah on ldapsearch, but whatever I enter into the > username field on the web login gets tried as the sAMAccountName, > doesn't it? Or no? > > Is the CN being the of the user causing the issue? Should > it be identical to the sAMAccountName one-word domain login? And if so, > anyone know a good simple way to do that across the board without > breaking anything.... It uses sAMAccountName to retrieve the actual full DN (including CN in your case) and then uses the full DN that was retrieved to try to bind to the server with the password provided. The space doesn't matter, it's usual to have a space in a CN and usual in AD for the CN to be used as the node name. Looking at the log, it doesn't look like it's *really* checking the password: ********************************************************************** # If a password was given on the login page, validate it if (defined($pass)) { $RT::Logger->debug("\$pass defined ($pass), Running IsPassword"); $password_validated = $session{'CurrentUser'}->UserObj->IsPassword($pass); } unless($password_validated) { $RT::Logger->debug("Password Incorrect"); delete $session{'CurrentUser'}; } ********************************************************************** You don't have one single debug statement between the output "Running IsPassword" and "Password Incorrect". I would expect a lot more debug output between the two as the code passes into "IsPassword()". I would recommend adding some debug statements to the IsPassword method inside local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm and see if they show up in the log, because I'm guessing the User_Vendor.pm isn't getting used and it's just calling the normal RT "IsPassword" method instead. -- 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 sven.sternberger at desy.de Mon Nov 24 09:38:12 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 24 Nov 2008 15:38:12 +0100 Subject: [rt-users] rtbounce-handler In-Reply-To: References: Message-ID: <1227537492.6589.17.camel@pcx4546.desy.de> Hello! On Sa, 2008-11-22 at 15:02 -0500, Jerrad Pierce wrote: > Is anyone using http://wiki.bestpractical.com/view/RtBounceHandler? > It looks potentially useful, even if the module it relies upon has received > only a bad review... Unfortunately, the script seems to use some non- > existent API; Can't call method "as_string" on an undefined value at line 41 we use the plugin without any problems, it is very helpful. The plugin has the follwing requirements: Install sysexits.ph (via h2ph) Mail::DeliveryStatus::BounceParser regards! sven From Munsch at phillycarshare.org Mon Nov 24 11:24:15 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Mon, 24 Nov 2008 11:24:15 -0500 Subject: [rt-users] Bad AD or is it my config? References: <112A77B7EB8C584FBD7F05CA4B499D18D47454@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D475AC@pcsexch.phillycarshare.loc> <4926801F.10909@jennic.com> <112A77B7EB8C584FBD7F05CA4B499D18D47663@pcsexch.phillycarshare.loc> <492A6F28.5030104@jennic.com> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D95CAD@pcsexch.phillycarshare.loc> > > [Fri Nov 21 16:29:25 2008] [error]: Working around bug in RT and > > reloading RT::User > > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > > th/autohandler/Auth:12) > > [Fri Nov 21 16:29:25 2008] [debug]: $pass defined (foobar), Running > > IsPassword > > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > > th/autohandler/Auth:69) > > [Fri Nov 21 16:29:25 2008] [debug]: Password Incorrect > > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > > th/autohandler/Auth:74) > > [Fri Nov 21 16:29:25 2008] [error]: FAILED LOGIN for munsch from > > 192.168.1.34 (/opt/rt3/share/html/autohandler:265) > Looking at the log, it doesn't look like it's *really* checking the > password: > > ********************************************************************** > # If a password was given on the login page, validate it > if (defined($pass)) { > $RT::Logger->debug("\$pass defined ($pass), Running IsPassword"); > $password_validated = > $session{'CurrentUser'}->UserObj->IsPassword($pass); > } > > unless($password_validated) { > $RT::Logger->debug("Password Incorrect"); > delete $session{'CurrentUser'}; > } > ********************************************************************** > > You don't have one single debug statement between the output "Running > IsPassword" and "Password Incorrect". I would expect a lot more debug > output between the two as the code passes into "IsPassword()". > > I would recommend adding some debug statements to the IsPassword method > inside local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm and > see if they show up in the log, because I'm guessing the User_Vendor.pm > isn't getting used and it's just calling the normal RT "IsPassword" > method instead. It's looking that way. Went to add debug statements to IsPassword, and they're already there. This should be showing up in the logs either way, yes? ************************************************************************ *** $RT::Logger->debug("Trying External Authentication (",$self->Name,")"); if(RT::Authen::ExternalAuth::GetAuth($self->Name,$value)) { $RT::Logger->debug( (caller(0))[3], "EXTERNAL AUTH OKAY"); return(1); } else { $RT::Logger->debug( (caller(0))[3], "EXTERNAL AUTH FAILED"); ************************************************************************ *** So it's not happening. I rechecked file permissions: www-data has r to all of 'em. So, this file is not being used. What's back a step? What's failing to call this properly on my system..? Thanks again. -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From simon at icilalune.com Mon Nov 24 11:38:43 2008 From: simon at icilalune.com (Simon Morvan) Date: Mon, 24 Nov 2008 17:38:43 +0100 Subject: [rt-users] RT Essentials Message-ID: <492AD893.5080009@icilalune.com> Hello there, This is my first post to the list. I'm working for a small webagency in France and I plan to use RT. I've a little question about the book "RT Essentials" which Amazon claims being released in 2005. As I'm pretty new in the RT universe, I just wanna know if this book is still applicable for recent RT releases (I deployed 3.6.1 through Debian APT). I'm kinda interrested in buying it. Just wanna know if it's obsolete or not before ;). Thanks in advance for your replies. -- Simon Morvan -<< Ici la Lune >> Direction technique 12, rue du Mont Thabor simon at icilalune.com 75001 Paris http://www.icilalune.com/ +33.1.44.50.50.37 From todd at chaka.net Mon Nov 24 11:40:43 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 24 Nov 2008 11:40:43 -0500 Subject: [rt-users] RT Essentials In-Reply-To: <492AD893.5080009@icilalune.com> References: <492AD893.5080009@icilalune.com> Message-ID: <519782dc0811240840k7528492bodad56ba909480ff0@mail.gmail.com> Simon, The fundamental concepts are still the same. I don't think the value of the information in the book has changed. -Todd On Mon, Nov 24, 2008 at 11:38 AM, Simon Morvan wrote: > Hello there, > > This is my first post to the list. I'm working for a small webagency in > France and I plan to use RT. > > I've a little question about the book "RT Essentials" which Amazon > claims being released in 2005. As I'm pretty new in the RT universe, I > just wanna know if this book is still applicable for recent RT releases > (I deployed 3.6.1 through Debian APT). > > I'm kinda interrested in buying it. Just wanna know if it's obsolete or > not before ;). > > Thanks in advance for your replies. > > -- > Simon Morvan -<< Ici la Lune >> > Direction technique 12, rue du Mont Thabor > simon at icilalune.com 75001 Paris > http://www.icilalune.com/ +33.1.44.50.50.37 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Mon Nov 24 11:43:58 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 24 Nov 2008 11:43:58 -0500 Subject: [rt-users] RT Essentials In-Reply-To: <519782dc0811240840k7528492bodad56ba909480ff0@mail.gmail.com> References: <492AD893.5080009@icilalune.com> <519782dc0811240840k7528492bodad56ba909480ff0@mail.gmail.com> Message-ID: On Mon, Nov 24, 2008 at 11:40, Todd Chapman wrote: > The fundamental concepts are still the same. I don't think the value of the > information in the book has changed. I agree. I bought the book and read it before installing 3.8. Some of the descriptions of pay layout are dated, but the book does a good job of providing sales pitches for different audiences, and explaining some of design and ACLs that are not so clear from the software itself (among other things). -- Cambridge Energy Alliance: Save money. Save the planet. From rnbrady at gmail.com Mon Nov 24 12:36:02 2008 From: rnbrady at gmail.com (Richard Brady) Date: Mon, 24 Nov 2008 17:36:02 +0000 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <4783A251.3070504@abaton.at> References: <4768D4C2.6070405@abaton.at> <47696D44.7030701@lbl.gov> <476A38D2.9060106@abaton.at> <476AB3C9.1080802@lbl.gov> <6.2.3.4.2.20071220133500.045a24d8@po14.mit.edu> <476B1269.5010505@lbl.gov> <476B7EE7.1080901@osp-dd.de> <477CFF73.8080402@abaton.at> <4783A251.3070504@abaton.at> Message-ID: <4d6de31b0811240936l276cc5f5te84a157225db444f@mail.gmail.com> Hi folks I have recently experienced this same problem too, and would like to comment on what I did as a workaround. To recap on the problem: Outgoing email is not sent by RT, and " Outgoing email recorded " does not appear on the ticket. Restarting Apache resolves this temporarily. It is definitely related to sending large messages. To reproduce, I simply send an email via RT with a large attachment (4MB) and RT will stop sending mail until the next restart of Apache. The Apache error log shows it is unable to allocate sufficient memory to launch sendmail: "Couldn't run /usr/sbin/sendmail: Cannot allocate memory at /usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm line 320." In my case I am using exim4, so sendmail is just a symlink to that. Alexander found a workaround for himself below, and I would like to add to this conversation what I did to fix it. I run Apache/2.2.8 (Ubuntu 8.04) mod_perl/2.0.3 Perl/v5.8.8 and Exim 4.69. I seem to have found a workaround for this by replacing the Apache "worker" MPM (mutli-processing module) with the older "prefork" MPM. On Ubuntu 8.04 this can be done by issuing "apt-get install apache2-mpm-prefork". The difference is that worker uses threads whereas prefork only uses processes for concurrency. This is obviously not ideal, as you want RT to work with any of the Apache MPMs. Then I realised that while I am using Exim4, RT is configured to use "sendmailpipe", so a more correct solution (than reconfiguring apache) might be to change this setting to just "sendmail", under the assumtion that the "sendmailpipe" version is not compatible with other MTAs such as Exim. Interestingly, this change does fix the issue. But unfortunately Exim sets the envelope sender of the email to the local user (www-data at f.q.d.n) instead of the desired email address (which is in thre From: header of the mail). In some mail clients this results in sender listed as: www-data [www-data at f.q.d.n]; on behalf of; Richard Brady [ support at example.com]. To get around this, RT needs to pass an envelope sender in the arguments to senfdmail (exim4), which is currently not done in SendEmail.pm. So I have gone with installing apache2-mpm-prefork as my workaround. Regards, Richard On Tue, Jan 8, 2008 at 4:18 PM, Alexander Rudolf Gruber wrote: > *My problem with the RT-System has been resolved!* > > I've added an additional debug-level and got this: > -- snip -- > Jan 3 12:30:08 rt RT: > #450/6880 - Scrip 7 > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) > Jan 3 12:30:08 rt RT: > Debug: After Recipients. > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:254) > Jan 3 12:30:08 rt RT: > Debug: After Header. > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:261) > Jan 3 12:30:08 rt RT: > Debug: After SendmailArguments. > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:271) > Jan 3 12:30:08 rt RT: > Debug: 'sendmailpipe' > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:274) > Jan 3 12:30:08 rt RT: > Debug: Couldn't run /usr/sbin/sendmail: Cannot allocate memory > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:281) > Jan 3 12:30:08 rt RT: > Mail: GLOB(0xd9507a8) > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:282) > Jan 3 12:30:08 rt RT: > SendmailArguments: -oi -t > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) > Jan 3 12:30:08 rt RT: Debug: > Could not send mail. > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:300) > -- snap -- > > Then I knew it had something to do with a memory problem - although "free" > showed me: > > rt:/var/log# free -m > total used free shared buffers cached > Mem: 2006 1970 35 0 135 1019 > -/+ buffers/cache: 816 1190 > Swap: 4094 0 4094 > > This was certainly not the problem, so I went deeper. > Further investigation got me: > > cat /vz/root/104/proc/user_beancounters > Version: 2.5 > uid resource held maxheld > barrier limit failcnt > 104: kmemsize 4806443 6109370 > 32307712 32307712 0 > lockedpages 0 0 > 128 128 0 > privvmpages 230693 350667 > 2880450 3200500 106 > shmpages 57 1993 > 19121 19121 0 > dummy 0 0 > 0 0 0 > numproc 80 93 > 650 650 0 > physpages 91609 142076 > 0 2147483647 0 > vmguarpages 0 0 > 78565 2147483647 0 > oomguarpages 91609 142076 > 24576 2147483647 0 > numtcpsock 6 22 > 540 540 0 > numflock 4 8 > 252 280 0 > numpty 0 2 > 16 16 0 > numsiginfo 2 6 > 256 256 0 > tcpsndbuf 104832 644416 > 2949120 4915200 0 > tcprcvbuf 98304 341872 > 4128768 6881280 0 > othersockbuf 13856 1212608 > 1365012 3500032 0 > dgramrcvbuf 0 8464 > 368640 368640 0 > numothersock 16 29 > 561 561 0 > dcachesize 0 0 > 5662310 6291456 0 > numfile 1365 1790 > 12288 12288 0 > dummy 0 0 > 0 0 0 > dummy 0 0 > 0 0 0 > dummy 0 0 > 0 0 0 > numiptent 10 10 > 128 128 0 > > So /privvmpages /was the problem (failcount 106 = 106 times RT could not > send mail due to page shortage) - I raised the respective value by factor 10 > and the system was able to send mails since then. Testing the system on its > own (which I did before) showed that I could definitely send mails from the > system, the system was not out of disk-space and I had plenty ram/swap > avaliable. > > The rather odd thing was that there where no fail-messages from RT at all > (I mean before I added my own debug-level) or I would have solved the > mystery much earlier. > > Thanks for all the hints and help everyone gave me! > > best wishes, > Alexander > > o.nash at cs.ucc.ie schrieb: > > Re sending emails from Rt >> if your mailserver is postfix, you might need to add the hostname of the >> server running RT to the 'relayhosts' variable in postfix. >> or the equivalent in sendmail.cf >> >> regards >> Oliver >> >> On Thu, 3 Jan 2008, Alexander Rudolf Gruber wrote: >> >> Thanks for the many replies everyone and a happy new year 2008! >>> >>> I've been away over the holidays and now I'm trying to resolve that >>> matter for good :-) >>> My replies to the respective postings are below. >>> >>> Best wishes and thanks for your help! >>> Alexander >>> >>> PS: I messed up my first posting of that message sending it to >>> rt-users-bounces at lists.bestpractical.com instead of >>> rt-users at lists.bestpractical.com (copied the wrong address). >>> >>> Benjamin Weser schrieb: >>> >>>> We had the problem of RT not sending mails to anybody too. But I don't >>>> think that there were messages about that in rt.log because the fault was >>>> that somebody changed the IP of the mailserver. So all mails sent by RT >>>> stayed in the spool of postfix unless I corrected the postfix configuration >>>> with the new IP address of the mailserver. Unfortunately I can't check the >>>> logfile anymore because it doesn't contain information from this time >>>> anymore. But maybe that's another part of the system where you can have a >>>> look at. Good luck! >>>> >>>> Ben >>>> >>> Ben, >>> >>> it seems I can't pinpoint the problem at all. Just today the system sent >>> mail - initiated by the scrip that notifies the owner of a ticket of any >>> changes (meaning the RT-System CAN send mail). Still it fails to send >>> mail regarding correspondence or any CC types. The frustrating thing is >>> that the system tells me that mail will be sent to the listed recipients >>> - so it looks like the scrips are working as they should - it just >>> doesn't do it for whatever reason. >>> >>>> >>>> >>>> >>>> Kenneth Crocker schrieb: >>>> >>>>> Stephen, >>>>> >>>>> >>>>> AAAAAHHHHHHH! Kool. I just learned something. Then I really can't >>>>> see why RT can't find a recipient unless there is some disconnection between >>>>> what RT is looking for and where it looks for it. Alexander said there were >>>>> no changes to RT. The scrips are triggering, RT is looking, nothing is >>>>> found, no email goes out, but probably would have if RT had found a >>>>> recipient. I'm sure he checked the "organization" set to the DNS name of the >>>>> host" problem from before. I'm at a loss, but that's no big surprise since I >>>>> am just now getting to learn about the "internals" of RT. Hope someone has >>>>> an idea that works for him. >>>>> >>>>> >>>>> Kenn >>>>> LBNL >>>>> >>>>> On 12/20/2007 10:44 AM, Stephen Turner wrote: >>>>> >>>>>> At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote: >>>>>> >>>>>>> Alexander, >>>>>>> >>>>>>> I agree. If RT could not access the DB, then a lot of things >>>>>>> would not be working. However, my point was really that based on the content >>>>>>> of the error message, RT thinks that it hasn't FOUND the recipient. There >>>>>>> could, and probably are, many possible reasons for that. Perhaps after >>>>>>> accessing the DB, the data gets lost in transition or put into an area that >>>>>>> got misnamed or is not accessible for some reason. I am not a "Systems" guy >>>>>>> when it comes to playing with those technologies (UNIX, ORACLE, MySQL, >>>>>>> etc.), but I have been in the business for a long time and my debugging >>>>>>> skills tell me that RT is having trouble with either capturing the data or >>>>>>> finding/recognizing it after it has been captured/found/stored. Somewhere in >>>>>>> that process, the data is either getting lost or it becomes unrecognizable, >>>>>>> ergo the error message you're getting. Sorry I can't be of more help. I am >>>>>>> REALLY interested in what you DO find when you get the problem resolved. >>>>>>> Best of luck. >>>>>>> >>>>>>> Kenn >>>>>>> LBNL >>>>>>> >>>>>> >>>>>> Kenn, >>> >>> well ... I don't have much of a clue what to do next at all. I can try >>> and upgrade to the newest version and see if that makes things better in >>> any way. If that fails I could try tracing the error maybe I'll be able >>> to find whats wrong. If that doesn't get me anywhere either I guess I'll >>> clone the VE and raise a new instance of RT and switch that with the >>> broken one as soon as everything is configured as it should be. >>> >>> I'll let you know in any case what I did as soon as that problem is >>> resolved. >>> >>> >>> The "No recipients found" message just means that the scrip decided >>>>>> that nobody should receive mail for this transaction - it doesn't mean that >>>>>> data is missing or corrupt. For example - if you have a scrip with action >>>>>> 'Notify AdminCcs' and there are no AdminCcs for the ticket or queue, you'll >>>>>> see this message in the log. >>>>>> >>>>>> Steve >>>>>> >>>>>> >>>>>> Steve, >>> >>> as mentioned above, the system tells me that mail will be sent to >>> following addresses and it offers me an option to supress the sending >>> (lower part of the correspondence form). It just does not do anything >>> apart from recording a message to the RT-Log, like a comment with no >>> email sent - and I get the message in the systemlog that there are no >>> recipients found. >>> >>>> >>>>>> >>>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>>> >>>>> If you sign up for a new RT support contract before December 31, we'll >>>>> take >>>>> up to 20 percent off the price. This sale won't last long, so get in >>>>> touch today. Email us at sales at bestpractical.com or call us at +1 >>>>> 617 812 0745. >>>>> >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>> Buy a copy at http://rtbook.bestpractical.com >>>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>> >>>> If you sign up for a new RT support contract before December 31, we'll >>>> take >>>> up to 20 percent off the price. This sale won't last long, so get in >>>> touch today. Email us at sales at bestpractical.com or call us at +1 >>>> 617 812 0745. >>>> >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>> a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> >>> >>> -- >>> ______________________________________ >>> >>> Alexander Rudolf Gruber >>> abaton EDV-Dienstleistungs GmbH >>> ______________________________________ >>> >>> Wielandgasse 14-16/IV/B11 A-8010 Graz >>> Mariahilfer Stra?e 1d/13 A-1060 Wien >>> LG f. ZRS Graz, FN202006v, ATU52569000 >>> Tel: +43 (0) 316/817 896-0 Fax: DW 70 >>> www.abaton.at alexander.gruber at abaton.at >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, we'll >>> take >>> up to 20 percent off the price. This sale won't last long, so get in >>> touch today. Email us at sales at bestpractical.com or call us at +1 617 >>> 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>> a copy at http://rtbook.bestpractical.com >>> >>> >> -- >> Oliver Nash >> > > > -- > ______________________________________ > > Alexander Rudolf Gruber > abaton EDV-Dienstleistungs GmbH > ______________________________________ > > Wielandgasse 14-16/IV/B11 A-8010 Graz > Mariahilfer Stra?e 1d/13 A-1060 Wien > LG f. ZRS Graz, FN202006v, ATU52569000 > Tel: +43 (0) 316/817 896-0 Fax: DW 70 > www.abaton.at alexander.gruber at abaton.at > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 > 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ton.Hoogstraten at ingram.nl Mon Nov 24 12:07:19 2008 From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton) Date: Mon, 24 Nov 2008 18:07:19 +0100 Subject: [rt-users] rt-shredder out of memory Message-ID: <891469DFBBD7364EB24DEEB101767D861A9622@nlutxch101.corporate.ingrammicro.com> Hi All, Due to my own fault I ended up with some tickets that have a mailloop in the history. Now I'm trying to remove one of those tickets with the rt-shredder utility on a test system. Rt-shredder starts the transaction and I can see the backup sql file growing and messages are being logged in /var/log/messages. Until perl runs out of memory and stop the removal. Ticket remains in the DB. The ticket73273.sql dump file reaches a size of 1.9Gb (to get an idea how big the ticket is! Total RT DB size is now about 42Gb when dumped for backup) I'm currently running RT 3.8.1. If someone has an idea how to remove the ticket it would be very much appreciated! Kind regards, Ton Hoogstraten [root at localhost]# ./rt-shredder --plugin 'Objects=Ticket,73273' --sqldump ticket73273.sql SQL dump file is '/opt/rt3/sbin/ticket73273.sql' Next objects would be deleted: RT::Ticket-73273 object Do you want to proceed? [y/N] y Out of memory! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jtollerton at zoominternet.net Mon Nov 24 13:19:50 2008 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Mon, 24 Nov 2008 13:19:50 -0500 Subject: [rt-users] Add AdminCC on create Message-ID: <492AF046.2020209@zoominternet.net> I want to automatically add an AdminCC to certain tickets based on information within the tickets themselves. I have that working a custom condition, but I want the initial 'ticket created' message to go to this AdminCC as well. I get a record in the history of the ticket that the AdminCC is added and the notifications get recorded after that point, but they're only sent to the default AdminCC watchers on the queue. There's information on the wiki that scrips get executed in alphabetic order and I have my script named 0n create add AdminCC Note that it's a leading zero, not a capitol O, so it should execute ahead of any of the other scrips. I'm confused as to why this isn't working, but if nothing else would it be possible to add code to my custom action to actually send the email explicitly from the scrip itself? Thanks, -Jon From ruz at bestpractical.com Mon Nov 24 13:21:33 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 24 Nov 2008 21:21:33 +0300 Subject: [rt-users] rt-shredder out of memory In-Reply-To: <891469DFBBD7364EB24DEEB101767D861A9622@nlutxch101.corporate.ingrammicro.com> References: <891469DFBBD7364EB24DEEB101767D861A9622@nlutxch101.corporate.ingrammicro.com> Message-ID: <589c94400811241021w1a194d05p7093c8f933127eb2@mail.gmail.com> RT 3.8.2 will have new implementation of rt-validator tool that can validate your DB and delete records that refers to not existing objects. This tool can be used as a replacement for shredder in such situations, but it DOESN'T create backups and act directly with DB. You just delete one record from the DB and then use the tool to delete other records. On Mon, Nov 24, 2008 at 8:07 PM, Hoogstraten, Ton wrote: > Hi All, > > > > Due to my own fault I ended up with some tickets that have a mailloop in the > history. Now I'm trying to remove one of those tickets with the rt-shredder > utility on a test system. Rt-shredder starts the transaction and I can see > the backup sql file growing and messages are being logged in > /var/log/messages. Until perl runs out of memory and stop the removal. > Ticket remains in the DB. The ticket73273.sql dump file reaches a size of > 1.9Gb (to get an idea how big the ticket is! Total RT DB size is now about > 42Gb when dumped for backup) > > > > I'm currently running RT 3.8.1. If someone has an idea how to remove the > ticket it would be very much appreciated! > > > > Kind regards, > > > > Ton Hoogstraten > > > > [root at localhost]# ./rt-shredder --plugin 'Objects=Ticket,73273' --sqldump > ticket73273.sql > > SQL dump file is '/opt/rt3/sbin/ticket73273.sql' > > Next objects would be deleted: > > RT::Ticket-73273 object > > Do you want to proceed? [y/N] y > > Out of memory! > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Matthew.Hartwell at ricoh-usa.com Mon Nov 24 13:02:16 2008 From: Matthew.Hartwell at ricoh-usa.com (Matthew Hartwell) Date: Mon, 24 Nov 2008 13:02:16 -0500 Subject: [rt-users] Hartwell, Matthew is out of the office. Message-ID: I will be out of the office starting 11/24/2008 and will not return until 12/01/2008. I will be out of the office and will not be checking voicemail. I follow-up on all emails when I return. From ntyni+rt-users at mappi.helsinki.fi Mon Nov 24 13:48:04 2008 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Mon, 24 Nov 2008 20:48:04 +0200 Subject: [rt-users] Gnupg interaction with speedycgi in RT 3.8.1 In-Reply-To: <20081119194534.GA23605@gunboat-diplomat.oucs.ox.ac.uk> References: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> <20081118194652.GJ19341@31b.local> <20081118234550.GC21088@gunboat-diplomat.oucs.ox.ac.uk> <20081119135511.GN50099@31b.local> <20081119194534.GA23605@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20081124184804.GA5453@rebekka> On Wed, Nov 19, 2008 at 07:45:35PM +0000, Dominic Hargreaves wrote: > I can easily imagine that gnupg tickles some file descriptor bug > somewhere though. > > Attached is an strace showing the sequence of events in the backend, > resulting in the output going to STDERR rather than STDOUT, including an > exec of gnupg (note; does this mean that every request will hit exec gpg?) > > Presumably the backend receiving EPIPE when writing the output is going > to be related, but I can't quite follow the strace well enough to see > why. If anyone else fancies digging a bit deeper, feel free :) Sounds like Mail::GnuPG 0.15 might fix this. Earlier versions had significant problems in the interaction with the gpg process, including deadlocks and unexpected SIGPIPEs. http://bugs.debian.org/412041 http://bugs.debian.org/459693 -- Niko Tyni ntyni at debian.org From ruz at bestpractical.com Mon Nov 24 15:23:55 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 24 Nov 2008 23:23:55 +0300 Subject: [rt-users] Gnupg interaction with speedycgi in RT 3.8.1 In-Reply-To: <20081124184804.GA5453@rebekka> References: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> <20081118194652.GJ19341@31b.local> <20081118234550.GC21088@gunboat-diplomat.oucs.ox.ac.uk> <20081119135511.GN50099@31b.local> <20081119194534.GA23605@gunboat-diplomat.oucs.ox.ac.uk> <20081124184804.GA5453@rebekka> Message-ID: <589c94400811241223x79b02c81x19c0e834f5c59d9c@mail.gmail.com> On Mon, Nov 24, 2008 at 9:48 PM, Niko Tyni wrote: > On Wed, Nov 19, 2008 at 07:45:35PM +0000, Dominic Hargreaves wrote: > >> I can easily imagine that gnupg tickles some file descriptor bug >> somewhere though. >> >> Attached is an strace showing the sequence of events in the backend, >> resulting in the output going to STDERR rather than STDOUT, including an >> exec of gnupg (note; does this mean that every request will hit exec gpg?) >> >> Presumably the backend receiving EPIPE when writing the output is going >> to be related, but I can't quite follow the strace well enough to see >> why. If anyone else fancies digging a bit deeper, feel free :) > > Sounds like Mail::GnuPG 0.15 might fix this. Earlier versions had > significant problems in the interaction with the gpg process, including > deadlocks and unexpected SIGPIPEs. However Mail::GnuPG is not used in new implementation of RT's gpg interaction, but it's 100% about sig handlers or std{in, out, err}. > > http://bugs.debian.org/412041 > > http://bugs.debian.org/459693 > > -- > Niko Tyni ntyni at debian.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 emhnemhn at gmail.com Mon Nov 24 16:08:45 2008 From: emhnemhn at gmail.com (Ernesto Hernandez-Novich) Date: Mon, 24 Nov 2008 16:38:45 -0430 Subject: [rt-users] Find out the original queue for a ticket that has been moved In-Reply-To: <1224773149.2655.8.camel@trillian.ius.cc> References: <1224773149.2655.8.camel@trillian.ius.cc> Message-ID: <1227560926.8568.66.camel@trillian.ius.cc> On Thu, 2008-10-23 at 10:15 -0430, Ernesto Hernandez-Novich wrote: > I have a "master" queue where almost everyone sends requests. A clerk > looks at the tickets there and then places them in a different queue for > processing. I'd like to have a query/report that shows the ticket, the > queue it is currently in, and the queue it originated from if different > from the current queue. > > The Ticket table only has the current queue, and I can't find any > obvious way to join Transactions. Hints or better ideas? I've got this query select d.name as "Source Queue", h.name as "Destination Queue", u.name as "Moved by", t.created as "On" from transactions t, queues d, queues h, users u where t.objecttype = 'RT::Ticket' and t.type = 'Set' and t.field = 'Queue' and t.oldvalue = d.id and t.newvalue = h.id and t.creator = u.id and t.objectid = ? order t.created; that brings the exact information needed by the report given a ticket number as the single parameter. Now I need to turn this into an RT custom Report, and so far I've been able to create the form to get the value of the ticket and place it in the Reports tab, but so far I haven't been able to figure out how to translate the SQL query into RT's API (if possible). I've looked at CreatedByDates.html, ResolvedByDates.html,ResolvedByOwner.html and TimeWorked in the WiKi, but they all use TicketSQL which I (obvioulsy?) cannot use. Any hints on what to read or do? -- Ernesto Hern?ndez-Novich - Linux 2.6.18 i686 - Unix: Live free or die! Geek by nature, Linux by choice, Debian of course. If you can't aptitude it, it isn't useful or doesn't exist. GPG Key Fingerprint = 438C 49A2 A8C7 E7D7 1500 C507 96D6 A3D6 2F4C 85E3 From daksh at olemiss.edu Mon Nov 24 16:34:14 2008 From: daksh at olemiss.edu (daksh) Date: Mon, 24 Nov 2008 15:34:14 -0600 Subject: [rt-users] RT - upgrade; small issue Message-ID: <492b1dd6.384.3011.13241@olemiss.edu> Hi, I am working on upgrading our RT from 3.2.2 to 3.8.1 Here is server info: Server running RT3.2.2 RHEL 4 Apache/1.3.33 MYSQL 4.0.22 PHP 4.3.11 PERL 5.8.8 Server running RT3.8.1 RHEL 5 Apache/2.2.9 MYSQL 5.0.51a PHP 5.2.6 PERL 5.10.0 For most part, my upgrade worked (thanks to README, UPGRADING and UPGRADING.mysql guide). One issue I see is, after I login when I go to "Tickets" (on the left column) the page takes very long to load (over 2 minutes). After the page loads, when I click on down arrow for "Owner" I have hundreds of users. On my old RT server, I have less then 20 people under "Owner". I do not see a table called owner, so I am not sure where this is getting populated from? I will greatly appreciate any help on this matter. Thanks From ruz at bestpractical.com Mon Nov 24 19:15:44 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 25 Nov 2008 03:15:44 +0300 Subject: [rt-users] RT - upgrade; small issue In-Reply-To: <492b1dd6.384.3011.13241@olemiss.edu> References: <492b1dd6.384.3011.13241@olemiss.edu> Message-ID: <589c94400811241615w2cd0450cgc54acda7b94588b5@mail.gmail.com> Most probably you have granted OwnTicket right to too many users, may be 'Everyone' group. On Tue, Nov 25, 2008 at 12:34 AM, daksh wrote: > Hi, > I am working on upgrading our RT from 3.2.2 to 3.8.1 > Here is server info: > Server running RT3.2.2 > RHEL 4 > Apache/1.3.33 > MYSQL 4.0.22 > PHP 4.3.11 > PERL 5.8.8 > > Server running RT3.8.1 > RHEL 5 > Apache/2.2.9 > MYSQL 5.0.51a > PHP 5.2.6 > PERL 5.10.0 > > For most part, my upgrade worked (thanks to README, > UPGRADING and UPGRADING.mysql guide). One issue I see is, > after I login when I go to "Tickets" (on the left column) > the page takes very long to load (over 2 minutes). After the > page loads, when I click on down arrow for "Owner" I have > hundreds of users. > > On my old RT server, I have less then 20 people under > "Owner". I do not see a table called owner, so I am not sure > where this is getting populated from? > > I will greatly appreciate any help on this matter. > Thanks > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From pthirose at ucdavis.edu Mon Nov 24 19:34:58 2008 From: pthirose at ucdavis.edu (Paul Hirose) Date: Mon, 24 Nov 2008 16:34:58 -0800 (PST) Subject: [rt-users] Per User/Queue Copy of All Ticket Transactions Message-ID: Some of our support staff prefer to get an email copy of "everything" that happens on a given ticket or for all tickets in a given queue. I found an "OnTransaction" Scrip, but wasn't sure how to attach that to only a specific ticket, or only a specific queue, and only for certain users (at their preference, without SuperUser rights.) I've also not figured out which Right(s) might be needed for a specific user, so it may be possible (but not yet, as the user hasn't the right.) These folks essentially have an email program always running. They probably also always have a web browser running, but not necessarily on the RT webpage. They have their email program to ding or flash or whatever as new email comes in, and it catches their attention, and they can proceed to process that email RT support request (either via email or via webpage.) But that initial "Hey, there's a new ticket" or "Hey, something happened to a ticket/queue" attention-getting, they prefer via email. The support staff who prefer to have RT's homepage up and have it auto-refresh, are of course fine :) Thank you, PH Paul Hirose : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes From cbrockett at barracuda.com Mon Nov 24 19:53:00 2008 From: cbrockett at barracuda.com (Cassandra L. Brockett) Date: Mon, 24 Nov 2008 16:53:00 -0800 Subject: [rt-users] Migrating RT Ticket data only to new RT installation Message-ID: <279081D24CDCD242AA2729B7D47930A7DFE85C@bn-hq-exch02.Cudanet.local> So, I'm left with a legacy RT installation that has been horribly mangled by way too many sysadmins who did not truly understand how to configure RT, or at least know enough to not play with the production ticketing system :-) My problem is, they have done database and other modifications from the defaults, therefore I can't really trust any data other than the ticket history itself, and I'd like to retain the ticket history... Has anyone done this before, and can suggest any paths to try? I know this isn't a "supported" option with RT, but I don't believe anyone intended you to just randomly try weird settings or changes on the production system... Regards, Cassandra Brockett Barracuda Networks, Inc. ---------------------------------- Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com From polesz at w00d5t0ck.info Tue Nov 25 05:08:34 2008 From: polesz at w00d5t0ck.info (Gergely Polonkai) Date: Tue, 25 Nov 2008 11:08:34 +0100 Subject: [rt-users] Bogus search URLs Message-ID: <324ad0b10811250208kf283e41i3de82736b6c88737@mail.gmail.com> Hello list, I have set up my RT on an internal site, where it can be accessed via the url http://teamone/rt/ When I log in, I get a list of the currently onowned open tickets, which link to the correct page (/rt/Ticket/Display.html?id=123456). But when I choose a queue from the sidebar, it lists the tickets, but they are linked to a wrong place (/Ticket/Diaplay.html?id=123456). The only thing I know which modifies these links is $DefaultSearchResultFormat, which is defined in RT_Config.pm, and I haven't redefined it in RT_SiteConfig.pm. My config variables which can affect these links are: Set($WebPort, 80); Set($WebDomain, 'teamone'); Set($WebBaseURL , 'http://' . RT->Config->Get('WebDomain') . ':' . RT->Config->Get('WebPort')); Set($WebPath, "/rt"); The $DefaultSearchResultFormat is the default: Set ($DefaultSearchResultFormat, qq{ '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__'}); Does anyone have some solution to this? Thanks in advance, Gergely POLONKAI -------------- next part -------------- An HTML attachment was scrubbed... URL: From epeterson at edc.org Tue Nov 25 08:56:58 2008 From: epeterson at edc.org (Erik Peterson) Date: Tue, 25 Nov 2008 08:56:58 -0500 Subject: [rt-users] Per User/Queue Copy of All Ticket Transactions In-Reply-To: References: Message-ID: <13EEA7C0-0491-43DB-AC1C-A9999CEFB6F4@edc.org> We have one tech who prefers the same thing. As a starting point, I wrote a scrip that makes him added as an adminCC on any ticket that he owns. So I have it run on Create and on Owner Change and check to see if the new owner is him, then add him as an adminCC. Custom action prep: if ($self->TicketObj->OwnerObj->Id() == 775) { return 1; } else { return 0; } Custom action cleanup: my $owner = $self->TicketObj->Owner; $self->TicketObj->AdminCc->AddMember($owner); I plan to take it a step further and add a user custom field that let's me set this as a preference per user and then simply check that condition to assign it. The biggest downside to this is that if he transfers the ticket to someone else, he needs to manually remove himself as an adminCC, but that wasn't much of a stumbling block for our setup. Hope that might help and if anyone has great insight into this, I'd love to hear it as well. Erik On Nov 24, 2008, at 7:34 PM, Paul Hirose wrote: > Some of our support staff prefer to get an email copy of > "everything" that happens on a given ticket or for all tickets in a > given queue. I found an "OnTransaction" Scrip, but wasn't sure how > to attach that to only a specific ticket, or only a specific queue, > and only for certain users (at their preference, without SuperUser > rights.) I've also not figured out which Right(s) might be needed > for a specific user, so it may be possible (but not yet, as the user > hasn't the right.) > > These folks essentially have an email program always running. They > probably also always have a web browser running, but not necessarily > on the RT webpage. They have their email program to ding or flash > or whatever as new email comes in, and it catches their attention, > and they can proceed to process that email RT support request > (either via email or via webpage.) But that initial "Hey, there's a > new ticket" or "Hey, something happened to a ticket/queue" attention- > getting, they prefer via email. > > The support staff who prefer to have RT's homepage up and have it > auto-refresh, are of course fine :) From bjoern.schulz at desy.de Tue Nov 25 09:01:52 2008 From: bjoern.schulz at desy.de (Bjoern Schulz) Date: Tue, 25 Nov 2008 15:01:52 +0100 Subject: [rt-users] "RT at a glance" copy to multiple users Message-ID: <492C0550.2000108@desy.de> Hi list, is there a way to copy the configuration of "RT at a glance" from one user to another. The default for "RT at a glance" is in this case not a solution. We have different user groups dealing with rt and they like to have different "RT at a glance" configs for there group members. Best regards Bj?rn From daksh at olemiss.edu Tue Nov 25 09:39:26 2008 From: daksh at olemiss.edu (daksh) Date: Tue, 25 Nov 2008 08:39:26 -0600 Subject: [rt-users] RT - upgrade; small issue Message-ID: <492c0e1e.1dc.6b0b.25143@olemiss.edu> Hi, Thanks for the reply... I was thinking along the same line when I first encountered this issue. When I go to Configuration -> Global -> Group Rights: Under Everyone group, I only have "CreateTicket, ModifySelf, and ReplyToTicket' rights granted. When I go to Configuration -> Global -> User Rights: I do not have anything granted to any user (except for RTAdministrator who has SuperUser rights). So, I am bit lost on this... Thanks Daksh ----- Original Message Follows ----- From: "Ruslan Zakirov" To: daksh at olemiss.edu Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT - upgrade; small issue Date: Tue, 25 Nov 2008 03:15:44 +0300 > Most probably you have granted OwnTicket right to too many > users, may be 'Everyone' group. > > On Tue, Nov 25, 2008 at 12:34 AM, daksh > > wrote: Hi, > > I am working on upgrading our RT from 3.2.2 to 3.8.1 > > Here is server info: > > Server running RT3.2.2 > > RHEL 4 > > Apache/1.3.33 > > MYSQL 4.0.22 > > PHP 4.3.11 > > PERL 5.8.8 > > > > Server running RT3.8.1 > > RHEL 5 > > Apache/2.2.9 > > MYSQL 5.0.51a > > PHP 5.2.6 > > PERL 5.10.0 > > > > For most part, my upgrade worked (thanks to README, > > UPGRADING and UPGRADING.mysql guide). One issue I see is > > , after I login when I go to "Tickets" (on the left > > column) the page takes very long to load (over 2 > > minutes). After the page loads, when I click on down > > arrow for "Owner" I have hundreds of users. > > > > On my old RT server, I have less then 20 people under > > "Owner". I do not see a table called owner, so I am not > > sure where this is getting populated from? > > > > I will greatly appreciate any help on this matter. > > Thanks > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > > O'Reilly Media. Buy a copy at > http://rtbook.bestpractical.com > > > > > -- > Best regards, Ruslan. From cnelson at delivra.com Tue Nov 25 11:59:44 2008 From: cnelson at delivra.com (Chris Nelson) Date: Tue, 25 Nov 2008 11:59:44 -0500 Subject: [rt-users] Add a custom status Message-ID: <8e313b7a0811250859i4da8b7e9v2befd27e963a11b8@mail.gmail.com> Greetings all, Is there a way to add a custom status to RT? Specifically, I'd like something that is between "open" and "resolved" for my developers that isn't "stalled" that indicates it's completed but not in production...a status like "pending". While I'm figuring out the specific word to use - can anyone direct me on how to add the additional status to the drop down? Any help would be appreciated... -Chris PS. Running Ubuntu Server, RT 3.8.1 -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Tue Nov 25 12:04:39 2008 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 25 Nov 2008 11:04:39 -0600 Subject: [rt-users] Forking a ticket In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4001F80E7E@rachael-reborn.letnet.net> References: <48ADFD08.3050306@nuix.com><48AEC1AA.5010302@ucrwcu.rwc.uc.edu> <0DD6BC9ABC0D2747AF8589AEA9722A4001F80E7E@rachael-reborn.letnet.net> Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A40023ECF2A@rachael-reborn.letnet.net> If this is still on anybody's radar, I've finally gotten around to packaging the callbacks and related pages referred to below into a plugin for RT 3.8.x, and it's currently available for download from http://www.letu.edu/people/markroedel/RT-Extension-ForkTicket-0.1.tgz If it looks like it's going to be useful beyond our campus, I'll start working on a more permanent download location. -- Mark Roedel Senior Programmer/Analyst - Web Services LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roedel, Mark Sent: Friday, August 22, 2008 9:49 AM To: RT Users Subject: Re: [rt-users] Forking a ticket When we upgraded to 3.8.0, I reworked most of Dirk's forking patch into callbacks (I did keep the standalone select-queue page, although at some point I'd like to try eliminating that as well with some sort of ajaxy dropdown queue selector) so I wouldn't have to keep re-patching each upgrade. If there's interest, I can knock together some documentation and make my version available for download somewhere. -- Mark Roedel Senior Programmer/Analyst - Web Services LeTourneau University Longview, Texas USA -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew Barnes Sent: Friday, August 22, 2008 8:40 AM To: Jerrad Pierce Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Forking a ticket I've not tried Dirk's forking patch with 3.8.1 yet, but it worked very well in 3.6.5. I'm still working on testing my local mods on a test box before I do a full upgrade. Jerrad Pierce wrote: > List archives turn up these relevant threads: > > http://www.gossamer-threads.com/lists/rt/users/13402?search_string=for > k > > http://www.gossamer-threads.com/lists/rt/users/16845 > http://page.mi.fu-berlin.de/pape/rt3screenshots/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From epeterson at edc.org Tue Nov 25 12:22:53 2008 From: epeterson at edc.org (Erik Peterson) Date: Tue, 25 Nov 2008 12:22:53 -0500 Subject: [rt-users] Add a custom status In-Reply-To: <8e313b7a0811250859i4da8b7e9v2befd27e963a11b8@mail.gmail.com> Message-ID: Hi Chris, On 11/25/08 11:59 AM, "Chris Nelson" wrote: > > Is there a way to add a custom status to RT? Specifically, I'd like something > that is between "open" and "resolved" for my developers that isn't "stalled" > that indicates it's completed but not in production...a status like "pending". > While I'm figuring out the specific word to use - can anyone direct me on how > to add the additional status to the drop down? Any help would be > appreciated... You can find this at the wiki by searching for ?custom status? http://wiki.bestpractical.com/view/CustomStatuses > PS. Running Ubuntu Server, RT 3.8.1 (see the very bottom for the 3.8.x syntax) Hope that helps, Erik From alberto.villanueva at altran.es Tue Nov 25 12:23:39 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Tue, 25 Nov 2008 18:23:39 +0100 Subject: [rt-users] Add a custom status In-Reply-To: <8e313b7a0811250859i4da8b7e9v2befd27e963a11b8@mail.gmail.com> References: <8e313b7a0811250859i4da8b7e9v2befd27e963a11b8@mail.gmail.com> Message-ID: Hi, I'm doing the same, and I have tried two possibilities but anything has run. When I finish, I'll tell us the solution that I have installed in the production server. Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es _____ size=2 width="100%" align=center> De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Chris Nelson Enviado el: martes, 25 de noviembre de 2008 18:00 Para: rt-users at lists.bestpractical.com Asunto: [rt-users] Add a custom status Greetings all, Is there a way to add a custom status to RT? Specifically, I'd like something that is between "open" and "resolved" for my developers that isn't "stalled" that indicates it's completed but not in production...a status like "pending". While I'm figuring out the specific word to use - can anyone direct me on how to add the additional status to the drop down? Any help would be appreciated... -Chris PS. Running Ubuntu Server, RT 3.8.1 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From steve.hopps at gmail.com Tue Nov 25 13:54:52 2008 From: steve.hopps at gmail.com (Steve Hopps) Date: Tue, 25 Nov 2008 12:54:52 -0600 Subject: [rt-users] Custom scrip to parse new emails and reject them In-Reply-To: <589c94400811101021k752385a7yc504f1d367196b5a@mail.gmail.com> References: <7c086ee20811101004g7320111cg1fe61138f7d2c2f3@mail.gmail.com> <589c94400811101021k752385a7yc504f1d367196b5a@mail.gmail.com> Message-ID: <7c086ee20811251054p516b04b1md151e00a2cbaa79a@mail.gmail.com> Okay, I've managed to get this to capture new tickets created via the helpdesk, but it's still not grabbing tickets created via e-mail. Here's what I have so far: ---------------------------------------------------- Condition: User Defined Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom Condition: my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $Attachment = $Transaction->Attachments; my $AttFirst = $Attachment->First; my $Content = $AttFirst->Content; my $test = 0; $test = 1 if (lc($Content) =~ m/the caller hung up before leaving a message/i); if($test == 1) { return 1; } return; Custom Action Prep: $self->TicketObj->SetStatus( "rejected" ); return 1; Custom Action Cleanup: return 1; ---------------------------------------------------- So if I create a new ticket using the new ticket function of the helpdesk, and paste in the line I want to match, the ticket is rejected immediately upon creation. However, emails that come from our voicemail system still become tickets with a status of 'new' Any suggestions? I appreciate any help, right now we spend way too much time just clearing out these empty tickets :( -Steve On Mon, Nov 10, 2008 at 12:21 PM, Ruslan Zakirov wrote: > Clean up this: > http://wiki.bestpractical.com/view/ReplyBasedUponContent > Apply this action with obviouse changes: > http://wiki.bestpractical.com/view/ResolveTicket > > On Mon, Nov 10, 2008 at 9:04 PM, Steve Hopps > wrote: > > Hi, I'm sorry if this is noobish, but I'm having trouble figuring out how > to > > do it > > We use a service called phonetag to take voicemails and transcribe them > > (with attached .wav files) to emails that reach our helpdesk. The problem > is > > about 75% of them are blank, because the caller did not leave a message. > > When that happens the email comes in saying "We're sorry, the caller hung > up > > before leaving a message". I'd like to look for "the caller hung up" and > > have RT reject any tickets from emails containing that. > > I tried writing my own conditions based on some samples I found online > but I > > can't quite get it working, can anyone recommend some documentation that > > would get me on the right track, or any other kind of help? > > -Steve > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pthirose at ucdavis.edu Tue Nov 25 15:28:06 2008 From: pthirose at ucdavis.edu (Paul Hirose) Date: Tue, 25 Nov 2008 12:28:06 -0800 (PST) Subject: [rt-users] Per User/Queue Copy of All Ticket Transactions (fwd) Message-ID: For us, it was a slightly more general desire to watch all actions on all tickets on a given queue. Actually, it was much simpler than I had thought. I set that particular staff person to be an AdminCC (Config->Queue->DeptQueue->Watchers.) This person now happily gets a copy of everything that happens in his email. Is there a way for a specific user to set himself up as a Watcher of an entire queue? Right now, my staff can set themselves up as a CC/AdminCC of any specific ticket in their repsective queue (I gave my group Watch and WatchAsAdmin rights.) But I haven't found a way in the interface for a person to set himself up as a Watch/WatchAsADminCc the entire queue. I can set a user up for that via SuperUser (as mentioned above.) But what are the steps for a user to do this for himself? Thank you, PH -- Paul Hirose : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes ---------- Forwarded message ---------- Date: Tue, 25 Nov 2008 08:56:58 -0500 From: Erik Peterson To: Paul Hirose Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Per User/Queue Copy of All Ticket Transactions We have one tech who prefers the same thing. As a starting point, I wrote a scrip that makes him added as an adminCC on any ticket that he owns. So I have it run on Create and on Owner Change and check to see if the new owner is him, then add him as an adminCC. Custom action prep: if ($self->TicketObj->OwnerObj->Id() == 775) { return 1; } else { return 0; } Custom action cleanup: my $owner = $self->TicketObj->Owner; $self->TicketObj->AdminCc->AddMember($owner); I plan to take it a step further and add a user custom field that let's me set this as a preference per user and then simply check that condition to assign it. The biggest downside to this is that if he transfers the ticket to someone else, he needs to manually remove himself as an adminCC, but that wasn't much of a stumbling block for our setup. Hope that might help and if anyone has great insight into this, I'd love to hear it as well. Erik On Nov 24, 2008, at 7:34 PM, Paul Hirose wrote: > Some of our support staff prefer to get an email copy of > "everything" that happens on a given ticket or for all tickets in a > given queue. I found an "OnTransaction" Scrip, but wasn't sure how > to attach that to only a specific ticket, or only a specific queue, > and only for certain users (at their preference, without SuperUser > rights.) I've also not figured out which Right(s) might be needed > for a specific user, so it may be possible (but not yet, as the user > hasn't the right.) > > These folks essentially have an email program always running. They > probably also always have a web browser running, but not necessarily > on the RT webpage. They have their email program to ding or flash > or whatever as new email comes in, and it catches their attention, > and they can proceed to process that email RT support request > (either via email or via webpage.) But that initial "Hey, there's a > new ticket" or "Hey, something happened to a ticket/queue" attention- > getting, they prefer via email. > > The support staff who prefer to have RT's homepage up and have it > auto-refresh, are of course fine :) From boyken at divms.uiowa.edu Tue Nov 25 15:33:08 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 25 Nov 2008 14:33:08 -0600 Subject: [rt-users] backslash url gives system error In-Reply-To: References: Message-ID: <492C6104.6080606@divms.uiowa.edu> When a backslash is appended to the url for our RT 3.6.7 site (running with Perl 5.10.0), RT tosses a system error, which exposes information about where we've installed Perl and RT and their versions. Is this fixed in 3.8.X? If not, is a fix forthcoming? Thanks Here's the error, with paths changed: System error error: could not find component for initial path '/\' (component roots are: '/path_to_rt/local/html', '/path_to_rt/share/html') context: ... 207: $self->{out_method} = sub { $$bufref .= $_[0] }; 208: } 209: $self->{use_internal_component_caches} = 210: $self->{interp}->use_internal_component_caches; 211: $self->_initialize; 212: 213: return $self; 214: } 215: ... code stack: /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Request.pm:211 /path_to_perl/lib/site_perl/5.10.0/Class/Container.pm:275 /path_to_perl/lib/site_perl/5.10.0/Class/Container.pm:353 /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Interp.pm:348 /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Interp.pm:342 /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/CGIHandler.pm:121 /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/CGIHandler.pm:73 /path_to_rt/bin/mason_handler.fcgi:78 raw error Karl Boyken -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3270 bytes Desc: S/MIME Cryptographic Signature URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Nov 25 16:07:02 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 25 Nov 2008 16:07:02 -0500 Subject: [rt-users] backslash url gives system error In-Reply-To: <492C6104.6080606@divms.uiowa.edu> References: <492C6104.6080606@divms.uiowa.edu> Message-ID: <492C68F6.2020304@ucrwcu.rwc.uc.edu> $LogToScreen in RT_SiteConfig Fix has existed as long as I have administered RT (3.2) Karl Boyken wrote: > When a backslash is appended to the url for our RT 3.6.7 site (running > with Perl 5.10.0), RT tosses a system error, which exposes information > about where we've installed Perl and RT and their versions. Is this > fixed in 3.8.X? If not, is a fix forthcoming? Thanks > > Here's the error, with paths changed: > > > System error > error: could not find component for initial path '/\' (component > roots are: '/path_to_rt/local/html', '/path_to_rt/share/html') > context: > ... > 207: $self->{out_method} = sub { $$bufref .= $_[0] }; > 208: } > 209: $self->{use_internal_component_caches} = > 210: $self->{interp}->use_internal_component_caches; > 211: $self->_initialize; > 212: > 213: return $self; > 214: } > 215: > ... > code stack: > /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Request.pm:211 > /path_to_perl/lib/site_perl/5.10.0/Class/Container.pm:275 > /path_to_perl/lib/site_perl/5.10.0/Class/Container.pm:353 > /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Interp.pm:348 > /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Interp.pm:342 > /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/CGIHandler.pm:121 > /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/CGIHandler.pm:73 > /path_to_rt/bin/mason_handler.fcgi:78 > raw error > > > Karl Boyken > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jesse at bestpractical.com Tue Nov 25 16:16:34 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 25 Nov 2008 22:16:34 +0100 Subject: [rt-users] backslash url gives system error In-Reply-To: <492C6104.6080606@divms.uiowa.edu> References: <492C6104.6080606@divms.uiowa.edu> Message-ID: <20081125211634.GC6509@31b.local> On Tue 25.Nov'08 at 14:33:08 -0600, Karl Boyken wrote: > When a backslash is appended to the url for our RT 3.6.7 site (running > with Perl 5.10.0), RT tosses a system error, which exposes information > about where we've installed Perl and RT and their versions. Is this > fixed in 3.8.X? Yes, there's now a 404 page. As other users point out, there are other ways to deal with this. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From boyken at divms.uiowa.edu Tue Nov 25 17:17:20 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 25 Nov 2008 16:17:20 -0600 Subject: [rt-users] backslash url gives system error In-Reply-To: <492C68F6.2020304@ucrwcu.rwc.uc.edu> References: <492C6104.6080606@divms.uiowa.edu> <492C68F6.2020304@ucrwcu.rwc.uc.edu> Message-ID: <492C7970.5040708@divms.uiowa.edu> Interesting--it does not work. I tried setting $LogToScreen to undef, 'emergency', and 0, but the error still displays on the screen. (I'm cleaning out the mason cache and restarting httpd.) Karl Boyken Drew Barnes wrote: > $LogToScreen in RT_SiteConfig > > Fix has existed as long as I have administered RT (3.2) > > > Karl Boyken wrote: >> When a backslash is appended to the url for our RT 3.6.7 site (running >> with Perl 5.10.0), RT tosses a system error, which exposes information >> about where we've installed Perl and RT and their versions. Is this >> fixed in 3.8.X? If not, is a fix forthcoming? Thanks >> >> Here's the error, with paths changed: >> >> >> System error >> error: could not find component for initial path '/\' (component >> roots are: '/path_to_rt/local/html', '/path_to_rt/share/html') >> context: ... 207: $self->{out_method} = sub { $$bufref .= >> $_[0] }; >> 208: } >> 209: $self->{use_internal_component_caches} = >> 210: $self->{interp}->use_internal_component_caches; >> 211: $self->_initialize; >> 212: 213: return $self; >> 214: } >> 215: ... code stack: >> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Request.pm:211 >> /path_to_perl/lib/site_perl/5.10.0/Class/Container.pm:275 >> /path_to_perl/lib/site_perl/5.10.0/Class/Container.pm:353 >> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Interp.pm:348 >> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Interp.pm:342 >> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/CGIHandler.pm:121 >> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/CGIHandler.pm:73 >> /path_to_rt/bin/mason_handler.fcgi:78 >> raw error >> >> >> Karl Boyken >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3270 bytes Desc: S/MIME Cryptographic Signature URL: From phil.labonte at transcore.com Tue Nov 25 20:26:45 2008 From: phil.labonte at transcore.com (Phil Labonte) Date: Tue, 25 Nov 2008 20:26:45 -0500 Subject: [rt-users] Upgrade: How to get "all unassigned tickets" to show up in At a Glance? Message-ID: I upgraded from 3.4.2 to 3.6.5 and everything seems to work fine. (on Linux FC8) In the At A Glace preferences I do not see a listing for un-assigned tickets... Is there a way to see this? I mean I would like to set that up so that the At a Glance page is similar to the default page in 3.4.2... I made a search for 'new' tickets but that is not exactly what I need... Any help is appreciated. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Nov 26 00:17:39 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 26 Nov 2008 00:17:39 -0500 Subject: [rt-users] html2mime+ Message-ID: Hi all, I've adapted html2mime into a multi-function script I'm calling mailfilter. mailfilter will pass messages to SpamAssassin, amend (most) HTML messages to include an *alternate** text/plain part, and can remove Mac metadata attachments as well. You can retrieve it from: http://pthbb.org/manual/software/mailfilter *Fixes html2mime's formatting that causes RT to display content 2x. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Wed Nov 26 00:26:18 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 26 Nov 2008 00:26:18 -0500 Subject: [rt-users] html2mime+ In-Reply-To: References: Message-ID: Note that you'll need this patch http://rt.cpan.org/Ticket/Display.html?id=41228 for Mac meta stripping to work. -- Cambridge Energy Alliance: Save money. Save the planet. From cfairman at epgy.stanford.edu Wed Nov 26 00:56:30 2008 From: cfairman at epgy.stanford.edu (Carolyn Fairman) Date: Tue, 25 Nov 2008 21:56:30 -0800 Subject: [rt-users] Forward function in 3.8.1 In-Reply-To: References: Message-ID: <260E4F5A-EAB3-4AC9-BD0F-F87B4BC17BCF@epgy.stanford.edu> I'm fresh from a successful upgrade to 3.8.1. One thing users asked for was to be able to forward out of RT. When I forward out of RT I get an email with things like this: > This is forward of transaction #66135 of a ticket #4081 Then a mime-attachment.eml So this wasn't the expected behavior. Users wanted, well, an *email* that looked just like the process when they use reply, but now 'From' their email to someone else so they can fob off the ticket/email/issue to someone outside the RT system (like management...). Anyone have a way to make Forward work like this? Carolyn From justin at brighton.ac.uk Wed Nov 26 03:04:43 2008 From: justin at brighton.ac.uk (justin at brighton.ac.uk) Date: Wed, 26 Nov 2008 08:04:43 +0000 Subject: [rt-users] Cosmetic Issues 3.8 - WYSIWYG, Round corners, FCKeditor not showing In-Reply-To: References: Message-ID: <492D031B.6080407@brighton.ac.uk> Kevin Falcone wrote: > On Nov 12, 2008, at 4:00 PM, Scott Golby wrote: > >> 1. Entering text in the WYSIWYG editor looks fine, I make the font >> big, >> change the color to Red - but when you view the ticket history it just >> shows as all the same size/font,

is gone, Red color is gone. >> (it is >> there in the Download (untitled) / with headers text/html, so RT did >> save it) >> > There are fixes for this in 3.8-trunk which will be in 3.8.2 Hi Kevin, I've applied your patch from the 3.8 trunk [http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision/?rev=16201#diff__rt_3.8_trunk_share_html_Elements_ScrubHTML] , but found it doesn't include H1 -> H6 headings. I enclose a diff to add H1 -> H6. Best regards, Justin -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: diff__rt_3.8_trunk_share_html_Elements_ScrubHTML.diff URL: From sven.sternberger at desy.de Wed Nov 26 04:11:57 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 26 Nov 2008 10:11:57 +0100 Subject: [rt-users] "RT at a glance" copy to multiple users In-Reply-To: <492C0550.2000108@desy.de> References: <492C0550.2000108@desy.de> Message-ID: <1227690717.6795.13.camel@pcx4546.desy.de> Hello! On Di, 2008-11-25 at 15:01 +0100, Bjoern Schulz wrote: > is there a way to copy the configuration of "RT at a glance" from one > user to another. I suppose I found the settings in the database, in the table Attributes the records where Name="Pref-HomepageSettings" you will find in the column "ObjectId" the UserId. It should be possible to update or create the column "Content" to spread the initial Homepage setting of a user. So it should be possible to configure a default portal for each group. regards! sven From alberto.villanueva at altran.es Wed Nov 26 04:29:58 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Wed, 26 Nov 2008 10:29:58 +0100 Subject: [rt-users] Add custom fields Message-ID: Hello, I'm trying to add a custom field in the file "Quick Create", but the CF is a combobox which was created in the user interface. Do you know how I could do it?? Thanks a lot! ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From alberto.villanueva at altran.es Wed Nov 26 04:40:04 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Wed, 26 Nov 2008 10:40:04 +0100 Subject: [rt-users] Add custom fields In-Reply-To: References: Message-ID: I have tried the next, but the code is the same that it?s in the file ?Create.html? <& /Ticket/Elements/EditCustomFields, QueueObj => $QueueObj &> % if ($TxnCFs->Count) { % while (my $CF = $TxnCFs->Next()) { <% $CF->Name %>: <& /Elements/EditCustomField, CustomField => $CF, NamePrefix => "Object-RT::Transaction--CustomField-" &><% $CF->FriendlyType %> % } % } Thanks! ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es _____ size=2 width="100%" align=center> De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Alberto Villanueva Enviado el: mi?rcoles, 26 de noviembre de 2008 10:30 Para: rt-users at lists.bestpractical.com Asunto: [rt-users] Add custom fields Hello, I?m trying to add a custom field in the file ?Quick Create?, but the CF is a combobox which was created in the user interface. Do you know how I could do it?? Thanks a lot! ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From JoopvandeWege at mococo.nl Wed Nov 26 06:13:32 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 26 Nov 2008 12:13:32 +0100 Subject: [rt-users] Forking a ticket In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A40023ECF2A@rachael-reborn.letnet.net> References: <48ADFD08.3050306@nuix.com><48AEC1AA.5010302@ucrwcu.rwc.uc.edu> <0DD6BC9ABC0D2747AF8589AEA9722A4001F80E7E@rachael-reborn.letnet.net> <0DD6BC9ABC0D2747AF8589AEA9722A40023ECF2A@rachael-reborn.letnet.net> Message-ID: <492D2F5C.6000507@mococo.nl> Roedel, Mark wrote: > If this is still on anybody's radar, I've finally gotten around to > packaging the callbacks and related pages referred to below into a > plugin for RT 3.8.x, and it's currently available for download from > > Thanks, I just tried it and it works for me. One little thing though: in the README you say: 'and add an entry for RT::Plugin::ForkTicket to the @Plugins array'. I had to change that to: 'and add an entry for RT::Extension::ForkTicket to the @Plugins array', otherwise Apache won't restart. Thanks again for your work. Joop From alexyoung at scoutsolutions.co.uk Wed Nov 26 06:23:46 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Wed, 26 Nov 2008 11:23:46 -0000 Subject: [rt-users] Including RTFM articles in RT replies when WYSIWYG editor enabled Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64BD6449@s-wor-e-001.SCOUTSOFFICE.local> I have a slight problem including RTFM articles in a ticket reply when WYSIWYG editor is enabled. Everything looks like and it adds the text to the reply, but when it sends it truncates the text, sends a partial email and records the corrupt message. There are also spaces inserted midway into words in the reply. It does this consistently every time, so if the same RTFM article is included it puts the spaces in the same place and truncates the end of the message at the same place too. If the WYSIWYG editor is disabled, then it includes the text verbatim and doesn't truncate the message. This is version RT 3.8.1 and RTFM 2.4.0. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ntyni+rt-users at mappi.helsinki.fi Wed Nov 26 07:46:34 2008 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Wed, 26 Nov 2008 14:46:34 +0200 Subject: [rt-users] Gnupg interaction with speedycgi in RT 3.8.1 In-Reply-To: <589c94400811241223x79b02c81x19c0e834f5c59d9c@mail.gmail.com> References: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> <20081118194652.GJ19341@31b.local> <20081118234550.GC21088@gunboat-diplomat.oucs.ox.ac.uk> <20081119135511.GN50099@31b.local> <20081119194534.GA23605@gunboat-diplomat.oucs.ox.ac.uk> <20081124184804.GA5453@rebekka> <589c94400811241223x79b02c81x19c0e834f5c59d9c@mail.gmail.com> Message-ID: <20081126124634.GA4523@rebekka> On Mon, Nov 24, 2008 at 11:23:55PM +0300, Ruslan Zakirov wrote: > On Mon, Nov 24, 2008 at 9:48 PM, Niko Tyni > wrote: > > On Wed, Nov 19, 2008 at 07:45:35PM +0000, Dominic Hargreaves wrote: > > > >> I can easily imagine that gnupg tickles some file descriptor bug > >> somewhere though. > >> > >> Attached is an strace showing the sequence of events in the backend, > >> resulting in the output going to STDERR rather than STDOUT, including an > >> exec of gnupg (note; does this mean that every request will hit exec gpg?) > >> > >> Presumably the backend receiving EPIPE when writing the output is going > >> to be related, but I can't quite follow the strace well enough to see > >> why. If anyone else fancies digging a bit deeper, feel free :) > > > > Sounds like Mail::GnuPG 0.15 might fix this. Earlier versions had > > significant problems in the interaction with the gpg process, including > > deadlocks and unexpected SIGPIPEs. > However Mail::GnuPG is not used in new implementation of RT's gpg > interaction, but it's 100% about sig handlers or std{in, out, err}. Right, sorry for my confusion. As penance, I actually looked into this. It's a bug in SpeedyCGI, triggered by the FastCGI filehandle wrapping code in RT::Util::safe_run_child(). See http://bugs.debian.org/506957 for a minimal test script. A workaround would be diff --git a/lib/RT/Util.pm b/lib/RT/Util.pm index 544618b..bf6eb2d 100644 --- a/lib/RT/Util.pm +++ b/lib/RT/Util.pm @@ -56,7 +56,7 @@ our @EXPORT = qw/safe_run_child/; sub safe_run_child (&) { local @ENV{ 'LANG', 'LC_ALL' } = ( 'C', 'C' ); - return shift->() if $ENV{'MOD_PERL'}; + return shift->() if $ENV{'MOD_PERL'} || $CGI::SpeedyCGI::i_am_speedy; # We need to reopen stdout temporarily, because in FCGI # environment, stdout is tied to FCGI::Stream, and the child which fixes the immediate problem for me. I haven't tested actually using the gpg support with this, though. Dominic, can you do that easily? I should probably mention that I'm the one to blame for keeping SpeedyCGI alive in this context. The project has been inactive since 2003, and I've patched the Debian speedy-cgi-perl package for the Perl 5.10 and Apache 2.2 transitions. I still like the way it gives persistent perl script speedups with minimal or no web server configuration. -- Niko Tyni ntyni at debian.org From falcone at bestpractical.com Wed Nov 26 08:54:42 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Nov 2008 08:54:42 -0500 Subject: [rt-users] Cosmetic Issues 3.8 - WYSIWYG, Round corners, FCKeditor not showing In-Reply-To: <492D031B.6080407@brighton.ac.uk> References: <492D031B.6080407@brighton.ac.uk> Message-ID: On Nov 26, 2008, at 3:04 AM, justin at brighton.ac.uk wrote: > Kevin Falcone wrote: >> >> On Nov 12, 2008, at 4:00 PM, Scott Golby wrote: >> >>> 1. Entering text in the WYSIWYG editor looks fine, I make the font >>> big, >>> change the color to Red - but when you view the ticket history it >>> just >>> shows as all the same size/font,

is gone, Red color is gone. >>> (it is >>> there in the Download (untitled) / with headers text/html, so RT >>> did >>> save it) >>> >> There are fixes for this in 3.8-trunk which will be in 3.8.2 > Hi Kevin, > I've applied your patch from the 3.8 trunk [http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision/?rev=16201#diff__rt_3.8_trunk_share_html_Elements_ScrubHTML > ] > , but found it doesn't include H1 -> H6 headings. > > I enclose a diff to add H1 -> H6. Hi Justin Can you tell me how you were generating the H* from the WYSIWYG so I can confirm before committing? Thanks -kevin > *** ScrubHTML.old 2008-11-26 07:58:58.000000000 +0000 > --- ScrubHTML 2008-11-26 07:41:38.000000000 +0000 > *************** > *** 64,70 **** > ); > $scrubber->deny(qw[*]); > $scrubber->allow( > ! qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE > DIV UL OL LI DL DT DD PRE] > ); > $scrubber->comment(0); > > --- 64,70 ---- > ); > $scrubber->deny(qw[*]); > $scrubber->allow( > ! qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE > H1 H2 H3 H4 H5 H6 DIV UL OL LI DL DT DD PRE] > ); > $scrubber->comment(0); > From barnesaw at ucrwcu.rwc.uc.edu Wed Nov 26 09:00:15 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 26 Nov 2008 09:00:15 -0500 Subject: [rt-users] backslash url gives system error In-Reply-To: <492C7970.5040708@divms.uiowa.edu> References: <492C6104.6080606@divms.uiowa.edu> <492C68F6.2020304@ucrwcu.rwc.uc.edu> <492C7970.5040708@divms.uiowa.edu> Message-ID: <492D566F.3010003@ucrwcu.rwc.uc.edu> On my production box (3.6.5), the backslash just returns a blank page with Not Found The requested URL /\ was not found on this server. On my dev box (3.8.1) I get the side menu bar, top menu bars, and (in the main content area) The page you requested could not be found Please check the URL and try again. The line in my RT_SiteConfig on both boxes is Set($LogToScreen, undef); I notice that on my 3.6.5 box, the default for $LogToScreen in RT_Config is error while on my 3.8.1 it is info. Sorry I can't provide more help. Do you have a vanilla test box to try this on? Karl Boyken wrote: > Interesting--it does not work. I tried setting $LogToScreen to undef, > 'emergency', and 0, but the error still displays on the screen. (I'm > cleaning out the mason cache and restarting httpd.) > > Karl Boyken > > Drew Barnes wrote: >> $LogToScreen in RT_SiteConfig >> >> Fix has existed as long as I have administered RT (3.2) >> >> >> Karl Boyken wrote: >>> When a backslash is appended to the url for our RT 3.6.7 site >>> (running with Perl 5.10.0), RT tosses a system error, which exposes >>> information about where we've installed Perl and RT and their >>> versions. Is this fixed in 3.8.X? If not, is a fix forthcoming? >>> Thanks >>> >>> Here's the error, with paths changed: >>> >>> >>> System error >>> error: could not find component for initial path '/\' >>> (component roots are: '/path_to_rt/local/html', >>> '/path_to_rt/share/html') >>> context: ... 207: $self->{out_method} = sub { $$bufref >>> .= $_[0] }; >>> 208: } >>> 209: $self->{use_internal_component_caches} = >>> 210: $self->{interp}->use_internal_component_caches; >>> 211: $self->_initialize; >>> 212: 213: return $self; >>> 214: } >>> 215: ... code stack: >>> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Request.pm:211 >>> /path_to_perl/lib/site_perl/5.10.0/Class/Container.pm:275 >>> /path_to_perl/lib/site_perl/5.10.0/Class/Container.pm:353 >>> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Interp.pm:348 >>> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/Interp.pm:342 >>> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/CGIHandler.pm:121 >>> /path_to_perl/lib/site_perl/5.10.0/HTML/Mason/CGIHandler.pm:73 >>> /path_to_rt/bin/mason_handler.fcgi:78 >>> raw error >>> >>> >>> Karl Boyken >>> >>> ------------------------------------------------------------------------ >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 MarkRoedel at letu.edu Wed Nov 26 09:50:51 2008 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 26 Nov 2008 08:50:51 -0600 Subject: [rt-users] Forking a ticket In-Reply-To: <492D2F5C.6000507@mococo.nl> References: <48ADFD08.3050306@nuix.com><48AEC1AA.5010302@ucrwcu.rwc.uc.edu> <0DD6BC9ABC0D2747AF8589AEA9722A4001F80E7E@rachael-reborn.letnet.net> <0DD6BC9ABC0D2747AF8589AEA9722A40023ECF2A@rachael-reborn.letnet.net> <492D2F5C.6000507@mococo.nl> Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A40023ED106@rachael-reborn.letnet.net> -----Original Message----- From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: Wednesday, November 26, 2008 5:14 AM To: Roedel, Mark Cc: RT Users Subject: Re: [rt-users] Forking a ticket >> If this is still on anybody's radar, I've finally gotten around to >> packaging the callbacks and related pages referred to below into a >> plugin for RT 3.8.x, and it's currently available for download from > > Thanks, I just tried it and it works for me. One little thing though: > in the README you say: 'and add an entry for RT::Plugin::ForkTicket to > the @Plugins array'. I had to change that to: 'and add an entry for > RT::Extension::ForkTicket to the @Plugins array', otherwise Apache > won't restart. Oops -- nice catch. I've corrected that in the download package. Thanks, Joop! -- Mark Roedel Senior Programmer/Analyst - Web Services LeTourneau University From derek at curis.com Wed Nov 26 09:33:17 2008 From: derek at curis.com (Derek Cunningham) Date: Wed, 26 Nov 2008 09:33:17 -0500 Subject: [rt-users] Notify Owner on Steal Message-ID: Hi, I have been away from the lists for a few years. I just got RT 3.8.1 up and running, and we are switching over from 1.0.7 (!). I miss a function from 1.0.7 where, when a ticket was stolen, the old owner would get an email. I found the archive here: http://www.gossamer-threads.com/lists/rt/users/79968?do=post_view_flat#79968 Without reposting the whole thing, that seems to bring up the issue, but I don't see an actual fix in there. I also looked through the wiki, but again I didn't find my fix. Assuming a ticket is owned by somebody (not Nobody), when I 'steal' the ticket from them and reassign it, the notification only goes to the new owner, not the old owner. Admittedly I'm new to scrips but I don't see how to add this function. We are still in late 'setup and testing' mode on the new RT, so any advice or maybe a config setting I missed will be accepted humbly. I am running RT 3.8.1 on Mac OS X 10.4. Thanks to everyone who has helped maintain RT over the years! Thanks, -Derek From monti.mail at gmail.com Wed Nov 26 11:26:24 2008 From: monti.mail at gmail.com (Monti gmail) Date: Wed, 26 Nov 2008 18:26:24 +0200 Subject: [rt-users] Self Service - missing ticket description box Message-ID: Hi, I have a customer with IE6 and tries to open a ticket using self service. he gets the new ticket page but the description box where the user needs to write the ticket description is missing. any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From tbrown at shawls.lib.il.us Wed Nov 26 12:21:38 2008 From: tbrown at shawls.lib.il.us (Troy Brown) Date: Wed, 26 Nov 2008 11:21:38 -0600 Subject: [rt-users] Search for Requestor when opening a new ticket Message-ID: <005c01c94feb$711c2ab0$53548010$@lib.il.us> I'm evaluating rt3 to replace our current helpdesk software. So far I like everything I see, but I have one question. We still have a lot of our end-users call into our department to enter a help call. Since there are over 600 of them, we don't have all their email addresses memorized and they aren't the easiest things to type (just take a look at mine). What I would like to know is, when I click on "new ticket in" and I have the requestor field, is there a way to search based on their real name and have that be input into the requestor field? Or is there another way to search for the requestor and then start a new ticket from that point. Thanks in advance! Troy Brown IT Manager Shawnee Library System 618-985-3711 x2021 tbrown at shawls.lib.il.us Shawnee is one of nine multitype Library Systems cooperating to provide vital services to the citizens of Illinois. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Nov 26 12:55:56 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 26 Nov 2008 12:55:56 -0500 Subject: [rt-users] Search for Requestor when opening a new ticket In-Reply-To: <005c01c94feb$711c2ab0$53548010$@lib.il.us> References: <005c01c94feb$711c2ab0$53548010$@lib.il.us> Message-ID: You could probably work something up with RTx::EmailCompletion http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.05/lib/RTx/EmailCompletion.pm -- Cambridge Energy Alliance: Save money. Save the planet. From ruz at bestpractical.com Wed Nov 26 13:08:06 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 26 Nov 2008 21:08:06 +0300 Subject: [rt-users] Notify Owner on Steal In-Reply-To: References: Message-ID: <589c94400811261008x709e9c4cr2f32533c9c0a2831@mail.gmail.com> http://wiki.bestpractical.com/view/OnStealEnhanced On Wed, Nov 26, 2008 at 5:33 PM, Derek Cunningham wrote: > Hi, > I have been away from the lists for a few years. I just got RT 3.8.1 up and > running, and we are switching over from 1.0.7 (!). I miss a function from > 1.0.7 where, when a ticket was stolen, the old owner would get an email. I > found the archive here: > > http://www.gossamer-threads.com/lists/rt/users/79968?do=post_view_flat#79968 > > Without reposting the whole thing, that seems to bring up the issue, but I > don't see an actual fix in there. I also looked through the wiki, but again > I didn't find my fix. Assuming a ticket is owned by somebody (not Nobody), > when I 'steal' the ticket from them and reassign it, the notification only > goes to the new owner, not the old owner. Admittedly I'm new to scrips but > I don't see how to add this function. > > We are still in late 'setup and testing' mode on the new RT, so any advice > or maybe a config setting I missed will be accepted humbly. > > I am running RT 3.8.1 on Mac OS X 10.4. > > Thanks to everyone who has helped maintain RT over the years! > > Thanks, > -Derek > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Nov 26 13:13:39 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 26 Nov 2008 21:13:39 +0300 Subject: [rt-users] Forward function in 3.8.1 In-Reply-To: <260E4F5A-EAB3-4AC9-BD0F-F87B4BC17BCF@epgy.stanford.edu> References: <260E4F5A-EAB3-4AC9-BD0F-F87B4BC17BCF@epgy.stanford.edu> Message-ID: <589c94400811261013y1be6e7e0v8478aecd065f1538@mail.gmail.com> I think ForwardFromUser config option might help. If it's not then I don't get what exactly you want. On Wed, Nov 26, 2008 at 8:56 AM, Carolyn Fairman wrote: > I'm fresh from a successful upgrade to 3.8.1. > > One thing users asked for was to be able to forward out of RT. When I > forward out of RT I get an email with things like this: > >> This is forward of transaction #66135 of a ticket #4081 > > Then a mime-attachment.eml > > So this wasn't the expected behavior. Users wanted, well, an *email* > that looked just like the process when they use reply, but now 'From' > their email to someone else so they can fob off the ticket/email/issue > to someone outside the RT system (like management...). > > Anyone have a way to make Forward work like this? > > Carolyn > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From David.Anderson at kaplan.com Wed Nov 26 13:21:25 2008 From: David.Anderson at kaplan.com (David Anderson) Date: Wed, 26 Nov 2008 13:21:25 -0500 Subject: [rt-users] Cannot Resolve and Delete from Queue Message-ID: <48D1E7216E619D45856C6BC36D2F067306EC79CF@kaplanitmail1.alpha.kaplaninc.com> Everyone We have 3 different queues setup in our RT environment. Each queue receives emails from a mailbox we have setup and imports that email into RT. We can "Take" and "Assign" ownership to all queues. But we have one queue that will not allow us to change the status of a ticket to "Resolved" or "Deleted". The others work fine. It is just this one queue. We have gone through and checked permissions and it is nothing we can find there. Any of you experienced this before? Thanks in advance. Thanks H. David Anderson IV -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Nov 26 13:39:51 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 26 Nov 2008 13:39:51 -0500 Subject: [rt-users] Forward function in 3.8.1 In-Reply-To: <589c94400811261013y1be6e7e0v8478aecd065f1538@mail.gmail.com> References: <260E4F5A-EAB3-4AC9-BD0F-F87B4BC17BCF@epgy.stanford.edu> <589c94400811261013y1be6e7e0v8478aecd065f1538@mail.gmail.com> Message-ID: On Wed, Nov 26, 2008 at 13:13, Ruslan Zakirov wrote: > On Wed, Nov 26, 2008 at 8:56 AM, Carolyn Fairman > wrote: >>> This is forward of transaction #66135 of a ticket #4081 >> >> Then a mime-attachment.eml > I think ForwardFromUser config option might help. If it's not then I > don't get what exactly you want. The complaint seems to be about the attachment. More specifically, I imagine it's Content-Type: message/rfc822 Alas many MUAs don't handle this properly (including gmail). -- Cambridge Energy Alliance: Save money. Save the planet. From brian.friday at gmail.com Wed Nov 26 13:46:23 2008 From: brian.friday at gmail.com (Brian Friday) Date: Wed, 26 Nov 2008 10:46:23 -0800 Subject: [rt-users] Migrating RT Ticket data only to new RT installation In-Reply-To: <279081D24CDCD242AA2729B7D47930A7DFE85C@bn-hq-exch02.Cudanet.local> References: <279081D24CDCD242AA2729B7D47930A7DFE85C@bn-hq-exch02.Cudanet.local> Message-ID: Hello Cassandra, I am facing a similar situation and the solution I came up with was to identify the changes in the database specifically and use the RT2-to-RT3 migration script to back out the changes on the fly. In our instance priority was set to a word rather than a numeric value. So after digging I found the section of the rt2dumpfile code which deals with that and had it translate the name back to a value. The code changes made internally are being left behind so that we can go to a clean code base and if any changes need to be made we follow the overlay guidelines to make sure they do not halt us from future upgrades. Not sure if this type of solution will work for you but wanted to make sure someone answered your question. - Brian On Mon, Nov 24, 2008 at 4:53 PM, Cassandra L. Brockett wrote: > So, I'm left with a legacy RT installation that has been horribly > mangled by way too many sysadmins who did not truly understand how to > configure RT, or at least know enough to not play with the production > ticketing system :-) > > My problem is, they have done database and other modifications from the > defaults, therefore I can't really trust any data other than the ticket > history itself, and I'd like to retain the ticket history... > > Has anyone done this before, and can suggest any paths to try? I know > this isn't a "supported" option with RT, but I don't believe anyone > intended you to just randomly try weird settings or changes on the > production system... > > Regards, > Cassandra Brockett > Barracuda Networks, Inc. > > ---------------------------------- > Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From justin at brighton.ac.uk Wed Nov 26 14:11:35 2008 From: justin at brighton.ac.uk (justin at brighton.ac.uk) Date: Wed, 26 Nov 2008 19:11:35 +0000 Subject: [rt-users] Cosmetic Issues 3.8 - WYSIWYG, Round corners, FCKeditor not showing In-Reply-To: References: <492D031B.6080407@brighton.ac.uk> Message-ID: <492D9F67.1030303@brighton.ac.uk> Kevin Falcone wrote: > On Nov 26, 2008, at 3:04 AM, justin at brighton.ac.uk wrote: > > >> Kevin Falcone wrote: >> >>> On Nov 12, 2008, at 4:00 PM, Scott Golby wrote: >>> >>> >>>> 1. Entering text in the WYSIWYG editor looks fine, I make the font >>>> big, >>>> change the color to Red - but when you view the ticket history it >>>> just >>>> shows as all the same size/font,

is gone, Red color is gone. >>>> (it is >>>> there in the Download (untitled) / with headers text/html, so RT >>>> did >>>> save it) >>>> >>>> >>> There are fixes for this in 3.8-trunk which will be in 3.8.2 >>> >> Hi Kevin, >> I've applied your patch from the 3.8 trunk [http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision/?rev=16201#diff__rt_3.8_trunk_share_html_Elements_ScrubHTML >> ] >> , but found it doesn't include H1 -> H6 headings. >> >> I enclose a diff to add H1 -> H6. >> > > Hi Justin > > Can you tell me how you were generating the H* from the WYSIWYG so I > can confirm > before committing? > > Thanks > > -kevin > > Hi Kevin, Thanks for the reply. We're using the 'Format' drop down box in FCKeditor. Included in the options are 'Heading 1' through to 'Heading 6'. Best regards, Justin University of Brighton. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmcdermo at purdue.edu Wed Nov 26 14:54:59 2008 From: kmcdermo at purdue.edu (Keith A McDermott) Date: Wed, 26 Nov 2008 14:54:59 -0500 Subject: [rt-users] RT3 Access Denied DB Error on Install Message-ID: <492DA993.2000805@purdue.edu> Hi, I'm working on installing Request Tracker 3.8.1 in order to test it out for our department, however I am running into an error that I've been unable to find a solution to. I have tried the wiki, etc with no success. I have a fresh Debian Etch install. I've ran make fixdeps and have all of the perl modules installed and make testdeps reports complete success. However, on make initialize-database after setting up my custom configuration in RT_SiteConfig.pm, I receive the following error: root at debtest:~/rt-3.8.1# make initialize-database /usr/bin/perl sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rt3 User: rt_user DBA: root Now creating a mysql database rt3 for RT. Done. Now populating database schema. Done. Now inserting database ACLs Granting access to rt_user@'localhost' on rt3. Done. DBI connect('dbname=rt3;host=localhost;port=3306','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) at /home/kmcdermo/rt-3.8.1/sbin/../lib/RT.pm line 204 make: *** [initialize-database] Error 255 Below are the database settings I have setup (with passwords heavily altered) in my RT_SiteConfig.pm. I have other settings custom-configured as well: #db type Set( $DatabaseType, 'mysql'); #DB Connection stuff Set( $DatabaseHost, 'localhost'); Set( $DatabaseRTHost, 'localhost'); Set( $DatabasePort, '3306'); Set( $DatabaseUser, 'rt_user'); Set( $DatabasePassword, 'rt_password'); Set( $DatabaseName, 'rt3'); Does anyone have any insite into something that I could try to get this up and working? Looks like a good system and am anxious to give it a try. -- Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web: http://www.physics.purdue.edu/pcn E-mail: kmcdermo at purdue.edu Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki From tbrown at shawls.lib.il.us Wed Nov 26 15:05:50 2008 From: tbrown at shawls.lib.il.us (Troy Brown) Date: Wed, 26 Nov 2008 14:05:50 -0600 Subject: [rt-users] import users using csv file Message-ID: <008201c95002$60d52d70$227f8850$@lib.il.us> Is it possible to import our user information from our current helpdesk software over to RT? I can get the required fields into a CSV no problem, but it importing them directly into the 'Users' all that needs to happen? Troy Brown IT Manager Shawnee Library System 618-985-3711 x2021 tbrown at shawls.lib.il.us Shawnee is one of nine multitype Library Systems cooperating to provide vital services to the citizens of Illinois. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Nov 26 15:10:36 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 26 Nov 2008 15:10:36 -0500 Subject: [rt-users] import users using csv file In-Reply-To: <008201c95002$60d52d70$227f8850$@lib.il.us> References: <008201c95002$60d52d70$227f8850$@lib.il.us> Message-ID: On Wed, Nov 26, 2008 at 15:05, Troy Brown wrote: > but it importing them directly into the 'Users' all that needs to happen? No, I don't think so. I'm pretty sure Principals is involved too. However, you should be able to script the rt CLI around the CSV pretty easily. -- Cambridge Energy Alliance: Save money. Save the planet. From tbrown at shawls.lib.il.us Wed Nov 26 15:25:31 2008 From: tbrown at shawls.lib.il.us (Troy Brown) Date: Wed, 26 Nov 2008 14:25:31 -0600 Subject: [rt-users] import users using csv file In-Reply-To: References: <008201c95002$60d52d70$227f8850$@lib.il.us> Message-ID: <009201c95005$21047a90$630d6fb0$@lib.il.us> I'm brand new to RT if you could point me in the direction of the command to use. Troy -----Original Message----- From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: Wednesday, November 26, 2008 2:11 PM To: Troy Brown Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] import users using csv file On Wed, Nov 26, 2008 at 15:05, Troy Brown wrote: > but it importing them directly into the 'Users' all that needs to happen? No, I don't think so. I'm pretty sure Principals is involved too. However, you should be able to script the rt CLI around the CSV pretty easily. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Wed Nov 26 15:27:59 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 26 Nov 2008 15:27:59 -0500 Subject: [rt-users] import users using csv file In-Reply-To: <009201c95005$21047a90$630d6fb0$@lib.il.us> References: <008201c95002$60d52d70$227f8850$@lib.il.us> <009201c95005$21047a90$630d6fb0$@lib.il.us> Message-ID: On Wed, Nov 26, 2008 at 15:25, Troy Brown wrote: > I'm brand new to RT if you could point me in the direction of the command to > use. As indicated previously, the command is rt. % /opt/rt3/bin/rt help -- Cambridge Energy Alliance: Save money. Save the planet. From cfairman at epgy.Stanford.edu Wed Nov 26 15:31:25 2008 From: cfairman at epgy.Stanford.edu (Carolyn Fairman) Date: Wed, 26 Nov 2008 12:31:25 -0800 Subject: [rt-users] Forward function in 3.8.1 In-Reply-To: References: <260E4F5A-EAB3-4AC9-BD0F-F87B4BC17BCF@epgy.stanford.edu> <589c94400811261013y1be6e7e0v8478aecd065f1538@mail.gmail.com> Message-ID: <3458C757-AFBE-420A-87C7-5CE06648CB17@epgy.Stanford.edu> Yes, that's the issue. The email content itself is often (for most mail readers staff here use) just an attachment. In some webmail clients it is ok but not in Apple Mail or Thunderbird (Windows). Carolyn (We're still undecided about the setting for ForwardFromUser actually) On Nov 26, 2008, at 10:39 AM, Jerrad Pierce wrote: > On Wed, Nov 26, 2008 at 13:13, Ruslan Zakirov > wrote: >> On Wed, Nov 26, 2008 at 8:56 AM, Carolyn Fairman >> wrote: >>>> This is forward of transaction #66135 of a ticket #4081 >>> >>> Then a mime-attachment.eml >> I think ForwardFromUser config option might help. If it's not then I >> don't get what exactly you want. > > The complaint seems to be about the attachment. > More specifically, I imagine it's Content-Type: message/rfc822 > Alas many MUAs don't handle this properly (including gmail). > > -- > Cambridge Energy Alliance: Save money. Save the planet. __________________________________________ Carolyn Fairman Education Program for Gifted Youth 650.614.2456 cfairman at epgy.Stanford.edu From jmhanks1373 at hotmail.com Wed Nov 26 17:12:15 2008 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 26 Nov 2008 14:12:15 -0800 Subject: [rt-users] RT emails - Being sent from "RT" not "Some User via RT" anymore Message-ID: Hey, We recently upgraded from Exchange 2003 to Exchange 2007. After we did the upgrade we noticed that responses to tickets are getting sent from "RT" instead of "Some User via RT." It worked perfectly fine in Exchange 2003, but Exchange 2007 changed something. It's basically this: User1 (Ticket owner) User2 (Ticket requester) User2 replies to the ticket. User1 gets an email with correspondence from User2 that comes from "RT" instead of "User2 via RT". I don't think anything was changed in the config for RT, so I would think it would be some sort of Exchange thing, but I'm not too certain. Anyone else ran into this issue before? Some setting that needs to get changed? Any help is appreciated. Thanks, Jared _________________________________________________________________ Access your email online and on the go with Windows Live Hotmail. http://windowslive.com/Explore/Hotmail?ocid=TXT_TAGLM_WL_hotmail_acq_access_112008 -------------- next part -------------- An HTML attachment was scrubbed... URL: From cfairman at epgy.stanford.edu Wed Nov 26 17:52:12 2008 From: cfairman at epgy.stanford.edu (Carolyn Fairman) Date: Wed, 26 Nov 2008 14:52:12 -0800 Subject: [rt-users] ModifySelf can modify what things? Message-ID: <5E426529-268F-4261-9CFC-CB976F5262C4@epgy.stanford.edu> In our RT Privileged users have rights to ModifySelf via System groups permission for Privileged. When a user goes to Preferences -> About me they can change everything on this page except for Organization, which is blank. Can I set this globally and if not, how can I let users edit this? I've set Set($Organization , "Organization Name"); But that doesn't populate the field. (Actually I have no idea what this does but it sounded useful to set.) Is this something only the Admin users can do? Since users can change everything else about that page, it is confusing that this one field is immutable. Carolyn From jpierce at cambridgeenergyalliance.org Wed Nov 26 18:18:13 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 26 Nov 2008 18:18:13 -0500 Subject: [rt-users] Search for Requestor when opening a new ticket In-Reply-To: References: <005c01c94feb$711c2ab0$53548010$@lib.il.us> Message-ID: See also http://wiki.bestpractical.com/view/SelectRequestor -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Wed Nov 26 20:04:00 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 26 Nov 2008 20:04:00 -0500 Subject: [rt-users] subject obfuscation problem in 3.8.1 Message-ID: Hello, Occasionally, the subjects on our messages become rather... repetitive. Anyone know what might be causing it, and how to fix it? Initial Subject: River City Condos/Kim Br/10 Rodgers street, [CEA Residences #931] Becomes: River City Condos/Kim B/10 Rodgers street, [CEA Residences #931] [Comment] River City Condos/Kim B/10 Rodgers street, [CEA Residences #931] Via transaction with subject of: RE: [Comment] River City Condos/Kim B/10 Rodgers street, [CEA Residences #931] -- Cambridge Energy Alliance: Save money. Save the planet. From jesse at bestpractical.com Wed Nov 26 14:04:03 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Nov 2008 20:04:03 +0100 Subject: [rt-users] backslash url gives system error In-Reply-To: <492D566F.3010003@ucrwcu.rwc.uc.edu> References: <492C6104.6080606@divms.uiowa.edu> <492C68F6.2020304@ucrwcu.rwc.uc.edu> <492C7970.5040708@divms.uiowa.edu> <492D566F.3010003@ucrwcu.rwc.uc.edu> Message-ID: <20081126190403.GD17520@31b.local> On Wed 26.Nov'08 at 9:00:15 -0500, Drew Barnes wrote: > On my production box (3.6.5), the backslash just returns a blank page with > > Not Found > The requested URL /\ was not found on this server. > That's because you have apache matching specific files rather than "everything under /" -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Wed Nov 26 22:03:33 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 26 Nov 2008 22:03:33 -0500 Subject: [rt-users] import users using csv file In-Reply-To: References: <008201c95002$60d52d70$227f8850$@lib.il.us> <009201c95005$21047a90$630d6fb0$@lib.il.us> Message-ID: And a 3rd and final option, if someone still has a copy (the Internet Archive doesn't) from wiki Contributions page rt-batch-add-users - command line tool to add a batch of RT users based on data of a csv file. Sorry for the multiple messages. I keep discovering alternatives as I review my own local customization TODO list. -- Cambridge Energy Alliance: Save money. Save the planet. From martin.nino at seznam.cz Thu Nov 27 02:14:09 2008 From: martin.nino at seznam.cz (Martin Nino) Date: Thu, 27 Nov 2008 08:14:09 +0100 Subject: [rt-users] import users using csv file In-Reply-To: References: <008201c95002$60d52d70$227f8850$@lib.il.us> <009201c95005$21047a90$630d6fb0$@lib.il.us> Message-ID: <492E48C1.3080503@seznam.cz> Forbidden You don't have permission to access /rt-batch-add-users.txt on this server. :( M. Jerrad Pierce wrote: > And a 3rd and final option, if someone still has a copy (the Internet > Archive doesn't) > from wiki Contributions page > > rt-batch-add-users - > command line tool to add a batch of RT users based on data of a csv file. > > Sorry for the multiple messages. I keep discovering alternatives as I review > my own local customization TODO list. From mhoover at thectogroup.com Thu Nov 27 03:04:47 2008 From: mhoover at thectogroup.com (Matt Hoover) Date: Thu, 27 Nov 2008 00:04:47 -0800 Subject: [rt-users] Including RTFM articles in RT replies when WYSIWYG editor enabled In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64BD6449@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64BD6449@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <996ab0890811270004s1eafd702g2e7e42b152929a40@mail.gmail.com> I second that. Are you seeing these problems coming from a custom field of type text or wiki format? Matt On Wed, Nov 26, 2008 at 3:23 AM, Alex Young wrote: > I have a slight problem including RTFM articles in a ticket reply when > WYSIWYG editor is enabled. > > > > Everything looks like and it adds the text to the reply, but when it sends > it truncates the text, sends a partial email and records the corrupt > message. There are also spaces inserted midway into words in the reply. > > > > It does this consistently every time, so if the same RTFM article is > included it puts the spaces in the same place and truncates the end of the > message at the same place too. > > > > If the WYSIWYG editor is disabled, then it includes the text verbatim and > doesn't truncate the message. > > > > This is version RT 3.8.1 and RTFM 2.4.0. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From monti.mail at gmail.com Thu Nov 27 03:06:08 2008 From: monti.mail at gmail.com (Monti gmail) Date: Thu, 27 Nov 2008 10:06:08 +0200 Subject: [rt-users] How to get rid of "Ticket creation failed" email? Message-ID: I have a queue which ticket reporter can reply to but they cannot create tickets by email. when trying to create ticket to this queue there are 2 emails sent back to the user "Ticket creation failed" "No permission to create tickets in the queue ". another email is "Extended mailgate error" with body: "Couldn't create ticket from message with commands, fallback to standard mailgate. Error: No permission to create tickets in the queue " how can I block these emails to be sent back to the creator? Can I control the email content? From alexyoung at scoutsolutions.co.uk Thu Nov 27 05:15:01 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Thu, 27 Nov 2008 10:15:01 -0000 Subject: [rt-users] Including RTFM articles in RT replies when WYSIWYG editor enabled In-Reply-To: <996ab0890811270004s1eafd702g2e7e42b152929a40@mail.gmail.com> References: <3CE7D8D453B27148BBCA0B2063B11E64BD6449@s-wor-e-001.SCOUTSOFFICE.local> <996ab0890811270004s1eafd702g2e7e42b152929a40@mail.gmail.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64BD648F@s-wor-e-001.SCOUTSOFFICE.local> It happens if the content comes from a custom field type of text or wiki format. From: matt at hoov.net [mailto:matt at hoov.net] On Behalf Of Matt Hoover Sent: 27 November 2008 08:05 To: Alex Young Cc: RT Users Subject: Re: [rt-users] Including RTFM articles in RT replies when WYSIWYG editor enabled I second that. Are you seeing these problems coming from a custom field of type text or wiki format? Matt On Wed, Nov 26, 2008 at 3:23 AM, Alex Young wrote: I have a slight problem including RTFM articles in a ticket reply when WYSIWYG editor is enabled. Everything looks like and it adds the text to the reply, but when it sends it truncates the text, sends a partial email and records the corrupt message. There are also spaces inserted midway into words in the reply. It does this consistently every time, so if the same RTFM article is included it puts the spaces in the same place and truncates the end of the message at the same place too. If the WYSIWYG editor is disabled, then it includes the text verbatim and doesn't truncate the message. This is version RT 3.8.1 and RTFM 2.4.0. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Thu Nov 27 08:14:16 2008 From: howie at thingy.com (Howard Jones) Date: Thu, 27 Nov 2008 13:14:16 +0000 Subject: [rt-users] RTx-Shredder speed (or lack of!) Message-ID: <492E9D28.4010109@thingy.com> I've just been running RTx-Shredder for the first time in quite a while, and I get *really* slow speeds out of it... 67 minutes to delete 10 tickets. I'm sure I remember doing 1000s in a day with a previous version. RT itself is quite responsive, so I don't think it's a general server issue. I'm using time ./rtx-shredder --plugin 'Tickets=queue,probablespam;status,deleted' and I get offered 10 tickets to delete, and then much later: real 67m38.004s user 0m8.891s sys 0m0.320s Is there something I should be looking at here? A missing index or something? I can see that my Attachments and CachedGroupMembers tables have ~3M rows, for example. Thanks for any pointers... Howie From tjrc at sanger.ac.uk Thu Nov 27 08:45:06 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 27 Nov 2008 13:45:06 +0000 Subject: [rt-users] RTx-Shredder speed (or lack of!) In-Reply-To: <492E9D28.4010109@thingy.com> References: <492E9D28.4010109@thingy.com> Message-ID: <8CC2D85B-F99B-4036-A0AB-6A53E73FB22D@sanger.ac.uk> On 27 Nov 2008, at 1:14 pm, Howard Jones wrote: > I've just been running RTx-Shredder for the first time in quite a > while, > and I get *really* slow speeds out of it... 67 minutes to delete 10 > tickets. I'm sure I remember doing 1000s in a day with a previous > version. > > RT itself is quite responsive, so I don't think it's a general > server issue. > > I'm using > time ./rtx-shredder --plugin > 'Tickets=queue,probablespam;status,deleted' > and I get offered 10 tickets to delete, and then much later: > real 67m38.004s > user 0m8.891s > sys 0m0.320s > > Is there something I should be looking at here? A missing index or > something? I can see that my Attachments and CachedGroupMembers tables > have ~3M rows, for example. > > Thanks for any pointers... Yes, it does take a lot of time, because the sorts of queries it makes are not "normal" for RT, so there are no indices. I believe in 3.8 much of this has been addressed, but certainly in 3.4 I have had to add a lot of extra indices to make Shredder go faster (and even after all that it's still fairly slow, but at least now I can delete several hundred tickets an hour, when necessary) I created five indexes on the Transactions table, in particular: | Transactions | 1 | tjrc_hack1 | 1 | OldReference | A | 17 | NULL | NULL | YES | BTREE | | | Transactions | 1 | tjrc_hack1 | 2 | ReferenceType | A | 17 | NULL | NULL | YES | BTREE | | | Transactions | 1 | tjrc_hack2 | 1 | NewReference | A | 285372 | NULL | NULL | YES | BTREE | | | Transactions | 1 | tjrc_hack2 | 2 | ReferenceType | A | 285372 | NULL | NULL | YES | BTREE | | | Transactions | 1 | tjrc_hack3 | 1 | OldValue | A | 109758 | NULL | NULL | YES | BTREE | | | Transactions | 1 | tjrc_hack3 | 2 | Type | A | 109758 | NULL | NULL | YES | BTREE | | | Transactions | 1 | tjrc_hack4 | 1 | NewValue | A | 13719 | NULL | NULL | YES | BTREE | | | Transactions | 1 | tjrc_hack4 | 2 | Type | A | 13719 | NULL | NULL | YES | BTREE | | | Transactions | 1 | tjrc_hack5 | 1 | Creator | A | 10119 | NULL | NULL | | BTREE | | Basically, I created these by logging into the RT database with mysql while running RTx-Shredder, and watching which queries were taking a long time, running EXPLAIN on them and then adding appropriate indexes to stop the full table scans which were going on. I also added two indexes to CachedGroupMembers: | CachedGroupMembers | 1 | tjrc_hack1 | 1 | ImmediateParentId | A | 592001 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | tjrc_hack1 | 2 | MemberId | A | 592001 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | tjrc_hack2 | 1 | Via | A | 592001 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | tjrc_hack2 | 2 | id | A | 592001 | NULL | NULL | | BTREE | | And a Creator index on Attachments: | Attachments | 1 | tjrc_creator | 1 | Creator | A | 1634 | NULL | NULL | | BTREE | | Regards, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From howie at thingy.com Thu Nov 27 10:51:04 2008 From: howie at thingy.com (Howard Jones) Date: Thu, 27 Nov 2008 15:51:04 +0000 Subject: [rt-users] RTx-Shredder speed (or lack of!) In-Reply-To: <8CC2D85B-F99B-4036-A0AB-6A53E73FB22D@sanger.ac.uk> References: <492E9D28.4010109@thingy.com> <8CC2D85B-F99B-4036-A0AB-6A53E73FB22D@sanger.ac.uk> Message-ID: <492EC1E8.5020501@thingy.com> Tim Cutts wrote: > On 27 Nov 2008, at 1:14 pm, Howard Jones wrote: > Yes, it does take a lot of time, because the sorts of queries it makes > are not "normal" for RT, so there are no indices. I believe in 3.8 > much of this has been addressed, but certainly in 3.4 I have had to > add a lot of extra indices to make Shredder go faster (and even after > all that it's still fairly slow, but at least now I can delete several > hundred tickets an hour, when necessary) Ah, thanks Tim! I had a brief heart-in-mouth moment when the Attachments index took 20-some minutes to build, blocking inserts in the process, but now I can shred 10 tickets in about 3 minutes - about 20 times faster. I've also enabled the slow-query-log, so I can perhaps tune it a bit more. Cheers, Howie (my case is for 3.6.4, incidentally) From roland.goecke at gmail.com Thu Nov 27 23:11:32 2008 From: roland.goecke at gmail.com (Roland Goecke) Date: Fri, 28 Nov 2008 15:11:32 +1100 Subject: [rt-users] Installation problem with RT-3.8.1 and Postgresql 8.1.9 Message-ID: Hi, I am trying to install RT 3.8.1 with Postgresql 8.1.9 for the database. I configured RT with ./configure --with-db-type=Pg --with-db-dba=postgres then did a 'make testdeps' which returned that all was OK. Next, I did a 'make install', again all seemingly OK. However, at the step 'make initialize-database' I get the following error: [root at WEB rt-3.8.1]# make initialize-database /usr/bin/perl sbin/rt-setup-database --action init --dba postgres --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your Pg instance on localhost as postgres Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rt3 User: rt_user DBA: postgres Failed to connect to dbi:Pg:dbname=template1;host=localhost as user 'postgres': FATAL: Ident authentication failed for user "postgres"make: *** [initialize-database] Error 255 If I go into Postgresql and have the postgres user info shown, there appears to be no password set for this user, yet it seems that the authentication fails for an empty password. I don't know the postgres user password, if there is one set. I could reset it but there are other applications running on this server that use Postgresql and the user postgres, so I don't want to blow them away. I have searched the mailing list archives for answers and while I can see that other people have had problems with RT and Postgresql, I have not found an answer to my problem yet. I have also gone through the RT book, but didn't find the solution in there either. Any ideas? Thx. Roland From tobias at formelheinz.de Fri Nov 28 06:38:18 2008 From: tobias at formelheinz.de (Tobias Heinz) Date: Fri, 28 Nov 2008 12:38:18 +0100 Subject: [rt-users] Trying to get an attachment via command line interface rt show ticket/attachment ... Message-ID: <492FD82A.1030307@formelheinz.de> Dear All, I am trying to retrieve an attachment (application/pdf binary file) from a ticket. I am using the rt command line interface. When opening the attachment from the web the file (PDF) is fine. rt show ticket/59134/attachments/365295/content rt show ticket/59134/attachments/365295/content > /tmp/test.pdf It gives me a file that is approx. 30% larger than the file itself. When looking at the file, the clear-text part appears to be fine. The pdf viewer tells me: "File corrupt" or "graphics can not be rendered". I have transferred the file via scp to a windows machine - same there. Tried to use different pdf viewers on unix - all abended with errors. Clicking the file using Download test.pf on the web rt in ticket 59134 frontend gives me a perfect error-free pdf .. Does the cli use any kind of encoding? How can I decode/transform the file? Thanks for any hint - God bless Tobias Heinz -- Hochleistungsprodukt zum Bestpreis - die Allianz 24 Versicherung. Gleich hier abschlie?en: https://www.allianz24.de/tarifrechner/kfz-versicherung.html?referer=AZDE&vtnr_zn=70&vtnr=1295814 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3253 bytes Desc: S/MIME Cryptographic Signature URL: From alberto.villanueva at altran.es Fri Nov 28 08:21:32 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Fri, 28 Nov 2008 14:21:32 +0100 Subject: [rt-users] Trying to set an attachment via command line interface Message-ID: Dear All, I am trying to set an attachment (plain text) from a ticket. I am using the rt command line interface. Thanks for any hint. God bless ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From philfromwork at gmail.com Fri Nov 28 10:29:39 2008 From: philfromwork at gmail.com (Phil Labonte) Date: Fri, 28 Nov 2008 10:29:39 -0500 Subject: [rt-users] I installed RT from RPM can I install RTFM? Message-ID: Hello, I am using RT 3.6.5 and I installed it from RPM. I want to install RTFM but the documentation describes the install from source. Is it possible to install RTFM if RT from installed from RPM? -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Fri Nov 28 10:55:37 2008 From: phil.labonte at transcore.com (Phil Labonte) Date: Fri, 28 Nov 2008 10:55:37 -0500 Subject: [rt-users] I installed RT from RPM can I install RTFM? In-Reply-To: References: Message-ID: I need to re-phrase my question. If I download and install RTFM does it matter that my RT install was from RPM? On Fri, Nov 28, 2008 at 10:29 AM, Phil Labonte wrote: > Hello, > > I am using RT 3.6.5 and I installed it from RPM. > > I want to install RTFM but the documentation describes the install from > source. > > Is it possible to install RTFM if RT from installed from RPM? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Nov 28 11:59:49 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Nov 2008 11:59:49 -0500 Subject: [rt-users] Gnupg interaction with speedycgi in RT 3.8.1 In-Reply-To: <20081126124634.GA4523@rebekka> References: <20081118191236.GA21088@gunboat-diplomat.oucs.ox.ac.uk> <20081118194652.GJ19341@31b.local> <20081118234550.GC21088@gunboat-diplomat.oucs.ox.ac.uk> <20081119135511.GN50099@31b.local> <20081119194534.GA23605@gunboat-diplomat.oucs.ox.ac.uk> <20081124184804.GA5453@rebekka> <589c94400811241223x79b02c81x19c0e834f5c59d9c@mail.gmail.com> <20081126124634.GA4523@rebekka> Message-ID: <20081128165949.GM317@31b.local> > I should probably mention that I'm the one to blame for keeping SpeedyCGI > alive in this context. The project has been inactive since 2003, and I've > patched the Debian speedy-cgi-perl package for the Perl 5.10 and Apache 2.2 > transitions. > > I still like the way it gives persistent perl script speedups with > minimal or no web server configuration. If someone with at least minimal interest in RT is keeping SpeedyCGI running, I'm willing to keep shipping it ;) For now, I've applied the patch to trunk (r17044) as it makes sense ;) Thanks! > -- > Niko Tyni ntyni at debian.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From jesse at bestpractical.com Fri Nov 28 12:27:44 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Nov 2008 12:27:44 -0500 Subject: [rt-users] Implementing SSL MySQL Backend In-Reply-To: <492470F0.6040306@nyu.edu> References: <492470F0.6040306@nyu.edu> Message-ID: <20081128172744.GA10102@31b.local> On Wed 19.Nov'08 at 15:02:56 -0500, Guy Dickinson wrote: > Greetings, RT Users: > Some internal systems changes have prompted me to migrate my database > backend from its present location on the same server as the RT web > frontend to a separate database server elsewhere. To comply with our > security standards, the database traffic should be encrypted, so I > implemented MySQL's builtin SSL encryption for the database traffic. > > I took inspiration for the implementation from a rt-users mailing list > post by Mike Friedman > (http://lists.bestpractical.com/pipermail/rt-users/2007-April/045347.html). > In patch syntax, the precise change I made to RT::Handle was So, isn't there an environment variable one can set to have DBD::mysql pick this up? > > I am currently using RT 3.6.7 and will likely upgrade to RT 3.8.x in the > relatively near future. Will that upgrade--or future ones--provide a > 'sanctioned' facility to implement SSL mySQL encryption, and will my > current hack in Handle.pm result in unintended consequences elsewhere in > RT when I upgrade? Your hack looks pretty reasonable. I'd like to hear some feedback on whether there's a cleaner way to do this before canonizing it in the core ;) > > Thanks! > Guy > > -- > ------------------ > Guy Dickinson, Network Security Analyst > NYU ITS Technology Security Services > guy.dickinson at nyu.edu > (212) 998-3052 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From jesse at bestpractical.com Fri Nov 28 13:15:01 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Nov 2008 13:15:01 -0500 Subject: [rt-users] Installation problem with RT-3.8.1 and Postgresql 8.1.9 In-Reply-To: References: Message-ID: <20081128181501.GM10102@31b.local> This suggests that maybe your postgres isn't configured with support for Password authentication. Jesse On Fri 28.Nov'08 at 15:11:32 +1100, Roland Goecke wrote: > Hi, > > I am trying to install RT 3.8.1 with Postgresql 8.1.9 for the database. > > I configured RT with > > ./configure --with-db-type=Pg --with-db-dba=postgres > > then did a 'make testdeps' which returned that all was OK. Next, I did > a 'make install', again all seemingly OK. > > However, at the step 'make initialize-database' I get the following error: > > [root at WEB rt-3.8.1]# make initialize-database > /usr/bin/perl sbin/rt-setup-database --action init --dba postgres > --prompt-for-dba-password > In order to create or update your RT database, this script needs to > connect to your Pg instance on localhost as postgres > Please specify that user's database password below. If the user has no database > password, just press return. > > Password: > Working with: > Type: Pg > Host: localhost > Name: rt3 > User: rt_user > DBA: postgres > Failed to connect to dbi:Pg:dbname=template1;host=localhost as user > 'postgres': FATAL: Ident authentication failed for user > "postgres"make: *** [initialize-database] Error 255 > > If I go into Postgresql and have the postgres user info shown, there > appears to be no password set for this user, yet it seems that the > authentication fails for an empty password. I don't know the postgres > user password, if there is one set. I could reset it but there are > other applications running on this server that use Postgresql and the > user postgres, so I don't want to blow them away. > > I have searched the mailing list archives for answers and while I can > see that other people have had problems with RT and Postgresql, I have > not found an answer to my problem yet. I have also gone through the RT > book, but didn't find the solution in there either. > > Any ideas? Thx. > > Roland > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From guy.dickinson at nyu.edu Fri Nov 28 13:47:38 2008 From: guy.dickinson at nyu.edu (Guy Dickinson) Date: Fri, 28 Nov 2008 13:47:38 -0500 Subject: [rt-users] Implementing SSL MySQL Backend In-Reply-To: <20081128172744.GA10102@31b.local> References: <492470F0.6040306@nyu.edu> <20081128172744.GA10102@31b.local> Message-ID: <49303CCA.3060609@nyu.edu> Jesse Vincent wrote: >> I took inspiration for the implementation from a rt-users mailing list >> post by Mike Friedman >> (http://lists.bestpractical.com/pipermail/rt-users/2007-April/045347.html). >> In patch syntax, the precise change I made to RT::Handle was > > > So, isn't there an environment variable one can set to have DBD::mysql > pick this up? To my knowledge, there are two ways to get DBD::mysql to issue the appropriate C calls to initiate an SSL-encrypted connection: 1) Define the relevant parameters in the DSN, a la: my $dsn = "DBI:mysql:database=$database;host=$hostname;port=$port;mysql_ssl_ca_file =/etc/mysqlcerts/ca.pem"; my $dbh = DBI->connect($dsn, $user, $password); and so on... 2) Define the SSL CA file in the [client] portion of /etc/my.cnf and then explicitly tell DBI::mysql to read the config file. From the DBD::mysql documentation (http://search.cpan.org/dist/DBD-mysql/lib/DBD/mysql.pm): *** By default MySQL's C client library doesn't use any config files unlike the client programs (mysql, mysqladmin, ...) that do, but outside of the C client library. Thus you need to explicitly request reading a config file, as in $dsn = "DBI:mysql:test;mysql_read_default_file=/home/joe/my.cnf"; $dbh = DBI->connect($dsn, $user, $password) *** Cheers, Guy From tobias at formelheinz.de Sat Nov 29 03:58:06 2008 From: tobias at formelheinz.de (Tobias Heinz) Date: Sat, 29 Nov 2008 09:58:06 +0100 Subject: [rt-users] Trying to get an attachment via command line interface rt show ticket/attachment ... In-Reply-To: <492FD82A.1030307@formelheinz.de> References: <492FD82A.1030307@formelheinz.de> Message-ID: <4931041E.1060300@formelheinz.de> Dear All, I figured out the solution tonight. The attachment is UTF8 encoded when retrieved via rt show. I filtered it through tcs and it works now. rt show ticket/59134/attachments/365295/content | tcs -f utf -t 8859-1 > $filenameTemp This gives me the binary file as it is retrieved from the web. There is a chance that this depends on the setting of your Postgres (client) and / or base operating system ... Best regards Tobias Heinz http://bayern.zentrumspartei.de Tobias Heinz schrieb: > Dear All, > > I am trying to retrieve an attachment (application/pdf binary file) from > a ticket. I am using the rt command line interface. > > When opening the attachment from the web the file (PDF) is fine. > > rt show ticket/59134/attachments/365295/content > > rt show ticket/59134/attachments/365295/content > /tmp/test.pdf > > It gives me a file that is approx. 30% larger than the file itself. When > looking at the file, the clear-text part appears to be fine. The pdf > viewer tells me: > "File corrupt" or "graphics can not be rendered". > > I have transferred the file via scp to a windows machine - same there. > Tried to use different pdf viewers on unix - all abended with errors. > Clicking the file using Download test.pf on the web rt in ticket 59134 > frontend gives me a perfect error-free pdf .. > > Does the cli use any kind of encoding? How can I decode/transform the file? > > Thanks for any hint - > > God bless > > Tobias Heinz > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3253 bytes Desc: S/MIME Cryptographic Signature URL: From jpierce at cambridgeenergyalliance.org Sat Nov 29 15:05:17 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 29 Nov 2008 15:05:17 -0500 Subject: [rt-users] Two simple patches to make users easier to find. Message-ID: Barring the addition of a "user:" operator to Search::Googleish, here are two light weight patches that might be useful and potentially worthy of inclusion in core? (Although a core implementation would be different of course). Search for requested tickets from a user's page /local/html/Callbacks/Indirection/Admin/Elements/UserTabs/Default: <%init> $tabs->{this}->{subtabs}->{Tickets} = { title => loc('Tickets'), path => 'Search/Results.html?Query=Requestor.id%3D'.$id }; <%args> $tabs $id Provide a pointer to the tucked away user search tool local/html/Callbacks/Indirection/Search/Simple.html/PostForm:

P.S. To find people, search users

-- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Sat Nov 29 15:20:28 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 29 Nov 2008 15:20:28 -0500 Subject: [rt-users] Two simple patches to make users easier to find. In-Reply-To: References: Message-ID: Sorry, to avoid errors for other tabs in /Admin/Users, Default should be: <%init> $tabs->{this}->{subtabs}->{Tickets} = { title => loc('Tickets'), path => 'Search/Results.html?Query=Requestor.id%3D'.$id } if defined($id); <%args> $tabs $id=>undef -- Cambridge Energy Alliance: Save money. Save the planet. From emhnemhn at gmail.com Sat Nov 29 23:40:33 2008 From: emhnemhn at gmail.com (Ernesto Hernandez-Novich) Date: Sun, 30 Nov 2008 00:10:33 -0430 Subject: [rt-users] [FOLLOWUP] Finding a ticket queue moves In-Reply-To: <1227560926.8568.66.camel@trillian.ius.cc> References: <1224773149.2655.8.camel@trillian.ius.cc> <1227560926.8568.66.camel@trillian.ius.cc> Message-ID: <1228020033.25059.51.camel@trillian.ius.cc> On Mon, 2008-11-24 at 16:38 -0430, Ernesto Hernandez-Novich wrote: > On Thu, 2008-10-23 at 10:15 -0430, Ernesto Hernandez-Novich wrote: > > I have a "master" queue where almost everyone sends requests. A clerk > > looks at the tickets there and then places them in a different queue for > > processing. I'd like to have a query/report that shows the ticket, the > > queue it is currently in, and the queue it originated from if different > > from the current queue. [...] > that brings the exact information needed by the report given a ticket > number as the single parameter. Now I need to turn this into an RT > custom Report, and so far I've been able to create the form to get the > value of the ticket and place it in the Reports tab, but so far I > haven't been able to figure out how to translate the SQL query into RT's > API (if possible). I finally managed to get the report quite right; there was an additional requirement since tickets may move more than once (enters "General", then gets moved to "DBAs", then moved onto "Applications" and so on until closed). Having a single ticket number in $TicketNumber, I wrote the query to find all the "move" transactions as follows: my $Ticket = RT::Ticket->new( $session{'CurrentUser'} ); $Ticket->LoadById( $TicketNumber ); my $Transactions = $Ticket->Transactions(); $Transactions->Limit( FIELD => 'Type', OPERATOR => '=', VALUE => 'Set', ENTRYAGGREGATOR => 'AND' ); $Transactions->Limit( FIELD => 'Filed', OPERATOR => '=', VALUE => 'Queue', ENTRYAGGREGATOR => 'AND' ); $Transactions->OrderBy( FIELD => 'Created' ); while ( my $t = $Transactions->Next() ) { my $srcQueue = RT::Queue->new( $session{'CurrentUser'} ); $srcQueue->LoadById( $t->OldValue ); my $dstQueue = RT::Queue->new( $session{'CurrentUser'} ); $dstQueue->LoadById( $t->NewValue ); print "Moved from ", $srcQueue->Name, " to ", $dstQueue->Name, " on ", $t->Created, " by ", $t->CreatorObj->Name; } Comments and suggestions for improvement are welcome :-) -- Ernesto Hern?ndez-Novich - Linux 2.6.18 i686 - Unix: Live free or die! Geek by nature, Linux by choice, Debian of course. If you can't aptitude it, it isn't useful or doesn't exist. GPG Key Fingerprint = 438C 49A2 A8C7 E7D7 1500 C507 96D6 A3D6 2F4C 85E3 From rt-users at thefreecat.org Sun Nov 30 09:58:16 2008 From: rt-users at thefreecat.org (rt-users at thefreecat.org) Date: Sun, 30 Nov 2008 15:58:16 +0100 Subject: [rt-users] Installation problem with RT-3.8.1 and Postgresql 8.1.9 In-Reply-To: <20081128181501.GM10102@31b.local> References: <20081128181501.GM10102@31b.local> Message-ID: <4932AA08.5010606@thefreecat.org> >> I am trying to install RT 3.8.1 with Postgresql 8.1.9 for the database. >> Failed to connect to dbi:Pg:dbname=template1;host=localhost as user >> 'postgres': FATAL: Ident authentication failed for user >> "postgres"make: *** [initialize-database] Error 255 From Debian's rt package : [...] 2. Configure the database access permissions Ensure that you can access the database server as the rtuser SQL user. psql -d template1 -U rtuser -W enter the password at the prompt. If this fails (it probably will with the default Debian PostgreSQL installation) then you probably need to change the access permissions that you have set for your database server. For PostgreSQL, this can be solved by editing the file /etc/postgresql/pg_hba.conf and adding lines like these: host template1 rtuser 127.0.0.1 255.255.255.255 password local template1 rtuser password host rtdb rtuser 127.0.0.1 255.255.255.255 password local rtdb rtuser password at the bottom of the file along with the other similar lines - but above existing entries. (rtdb is whatever you have configured the $DatabaseName variable to be in the RT_SiteConfig.pm.) Note that the order of entries in the pg_hba.conf _DOES MATTER_. The first matching entry will be used and there is no fall through mechanism if the first one fails. (See section 6.1 of the PostgreSQL Administrator's manual for full details). The local entries above must be put above the default local all/all if you want to able to access the rtdb database as the rtuser from the command line using psql. Restart the PostgreSQL server and try again with psql. If the database server is on a different machine from that of the RT instance you will need to configure these lines yourself. Note that for PostgreSQL the rt-setup-database script needs permission to connect to the template1 database as well as the RT database. Giving permission to connect like this does not give out actual read/write permission so doing this for the rt user can generally be considered safe on the local system. Once you have created and initialised your RT database you should remove the template1 lines as they will not be needed for any other purpose. [...] HTH,