From darling at ccdc.cam.ac.uk Wed Oct 1 05:18:44 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Wed, 01 Oct 2008 10:18:44 +0100 Subject: [rt-users] RT 3.8 - Create New ticket when a requestor send an email with a resolved ticket In-Reply-To: <6.2.1.2.2.20080930154435.067be238@mail.sdsu.edu> References: <2631CB50A94F5A4998D56D158D071D6B0123C889@BEFUNCIONARIOS.uminho.pt> <6.2.1.2.2.20080930154435.067be238@mail.sdsu.edu> Message-ID: <48E34074.3000402@ccdc.cam.ac.uk> >> >> I want RT 3.8 to create a new ticket on a predefined queue when a user >> reply by email to a resolved ticket. >> The new ticket must have in the subject ?Reopen:? and the new ID. An >> email must be sent automatically to the requestor informing the new ID. Not sure how it applies to 3.8, but ForkIntoNewTicket (http://wiki.bestpractical.com/view/ForkIntoNewTicket) sounds like what you want: "Summary I use this scrip associated with a condition scrip that only catch correspondence/comment to a closed ticket. This scrip create a new ticket based on the correspondence/comment (subject,to,from,data). " LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From filipe at sapia.uminho.pt Wed Oct 1 08:12:48 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Wed, 1 Oct 2008 13:12:48 +0100 Subject: [rt-users] RT-3.8-Configure AD LDAP External authentication Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123C8B9@BEFUNCIONARIOS.uminho.pt> Hi, I have Mike Peachey external auth plugin installed in RT. Now, how do i tell RT to use it for LDAP authentication? Whats the rt_site_config variable to set? And then in what file i set the ldap server name (IP)? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From sudhir at stratogent.com Wed Oct 1 08:49:53 2008 From: sudhir at stratogent.com (Sudhir Damle) Date: Wed, 1 Oct 2008 05:49:53 -0700 Subject: [rt-users] unsubscribe Message-ID: <015601c923c4$3416ee50$9c44caf0$@com> unsubscribe Thanks, Sudhir Damle -------------- next part -------------- An HTML attachment was scrubbed... URL: From bauch at jcpgroup.com Wed Oct 1 09:01:52 2008 From: bauch at jcpgroup.com (Auch, Benjamin) Date: Wed, 1 Oct 2008 08:01:52 -0500 Subject: [rt-users] RT-3.8-Configure AD LDAP External authentication In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123C8B9@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B0123C8B9@BEFUNCIONARIOS.uminho.pt> Message-ID: <07CDA1D1CF57E44DA0F58F557A6C5BDD013F34A6@carbon.add-inc.com> Everything you need is in these threads. I just got it working on 3.8.1 from these. http://wiki.bestpractical.com/view/ExternalAuth - Read the "Post-Install" section http://www.gossamer-threads.com/lists/rt/users/77286 http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Filipe Jos? Silva Clemente Sent: Wednesday, October 01, 2008 7:13 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT-3.8-Configure AD LDAP External authentication Hi, I have Mike Peachey external auth plugin installed in RT. Now, how do i tell RT to use it for LDAP authentication? Whats the rt_site_config variable to set? And then in what file i set the ldap server name (IP)? TIA, Filipe Portugal The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From indy at civ.zcu.cz Wed Oct 1 09:39:01 2008 From: indy at civ.zcu.cz (Petr Grolmus) Date: Wed, 01 Oct 2008 15:39:01 +0200 Subject: [rt-users] Problem with visibilty of several tickets In-Reply-To: <474E9D88.8030802@civ.zcu.cz> References: <474E9D88.8030802@civ.zcu.cz> Message-ID: <48E37D75.2090703@civ.zcu.cz> Hi, this problem persist, but now I'm able to describe how this "invisible" tickets have been created. If you simetime cut and paste the part of MS Excel table (I guess openoffice calc also) and send it to RT or insert it in RT web-form of new or existing ticket (comment or reply), so since then RT will NOT display this message and any other further messages of this ticket. The same problem is with mail attachements. You can try download this file (http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and add in RT as an attachment. In my environment it works for 100%. This behavior is a litlle bit annoying :( Does anyone has the same problem? Or better - solution? :) Thanks, Petr Grolmus > Hi2all, > we upgraded RT system from version 2.x to 3.6.1 several months ago. > Now, occasionally we have problems with some tickets. In web interface > we can see only the first (initial) message - even the RT admin with > all privileges. All messages sent to these tickets are stored in > database and are correctly send by mail to all persons associated with > these tickets. The only problem is with visibility in the web > interface. The moving ticket to other queue doesn't help. Does anyone > has such experience? We didn't find any common features of these > tickets - different requestor, queues, attachements (if any), ... No > lead :( > > RT version: 3.6.1-3~bpo.1 (debian package) > DB backend: local MySQL 5.0.32-7etch1 (debian package) > Tickets in RT over 73 thousand > Affected tickects: 8-10 in past 4 months > > Any suggestions? > Thanks, > Petr Grolmus > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From elacour at easter-eggs.com Wed Oct 1 09:53:17 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 1 Oct 2008 15:53:17 +0200 Subject: [rt-users] Problem with visibilty of several tickets In-Reply-To: <48E37D75.2090703@civ.zcu.cz> References: <474E9D88.8030802@civ.zcu.cz> <48E37D75.2090703@civ.zcu.cz> Message-ID: <20081001135317.GC3426@easter-eggs.com> On Wed, Oct 01, 2008 at 03:39:01PM +0200, Petr Grolmus wrote: > Hi, > this problem persist, but now I'm able to describe how this "invisible" > tickets have been created. If you simetime cut and paste the part of MS > Excel table (I guess openoffice calc also) and send it to RT or > insert it in RT web-form of new or existing ticket (comment or reply), > so since then RT will NOT display this message and any other further > messages of this ticket. The same problem is with mail attachements. You > can try download this file > (http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and > add in RT as an attachment. In my environment it works for 100%. > > This behavior is a litlle bit annoying :( Does anyone has the same > problem? Or better - solution? :) > This looks like the old Text::Quoted bug. Uninstall Text::Quoted or upgrade it to latest version should fix your problem. From rjb38 at drexel.edu Wed Oct 1 09:55:50 2008 From: rjb38 at drexel.edu (Rich Bishop) Date: Wed, 1 Oct 2008 09:55:50 -0400 Subject: [rt-users] Problem with visibilty of several tickets In-Reply-To: <48E37D75.2090703@civ.zcu.cz> References: <474E9D88.8030802@civ.zcu.cz> <48E37D75.2090703@civ.zcu.cz> Message-ID: <20081001135549.GG499@bishop1.irt.drexel.edu> I had a similar problem, which was fixed by upgrading Text::Quoted from 2.02 to 2.05. http://lists.bestpractical.com/pipermail/rt-users/2008-May/051841.html Hope this helps, Rich From ntyni+rt-users at mappi.helsinki.fi Wed Oct 1 10:03:27 2008 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Wed, 1 Oct 2008 17:03:27 +0300 Subject: [rt-users] Problem with visibilty of several tickets In-Reply-To: <48E37D75.2090703@civ.zcu.cz> References: <474E9D88.8030802@civ.zcu.cz> <48E37D75.2090703@civ.zcu.cz> Message-ID: <20081001140327.GA23735@rispa.it.helsinki.fi> On Wed, Oct 01, 2008 at 03:39:01PM +0200, Petr Grolmus wrote: > this problem persist, but now I'm able to describe how this "invisible" > tickets have been created. If you simetime cut and paste the part of MS > Excel table (I guess openoffice calc also) and send it to RT or > insert it in RT web-form of new or existing ticket (comment or reply), > so since then RT will NOT display this message and any other further > messages of this ticket. The same problem is with mail attachements. You > can try download this file > (http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and > add in RT as an attachment. In my environment it works for 100%. > > This behavior is a litlle bit annoying :( Does anyone has the same > problem? Or better - solution? :) It's probably Perl segfaulting in Text::Tabs. There should be some traces about this in the apache error.log. This is what was briefly in NOTES.Debian until a newer version of libtext-quoted-perl (2.04, I believe) worked around it and a newer version of Perl itself (5.10.0) fixed it: INCOMPLETE DISPLAY OF TICKET CONTENTS ------------------------------------- If you can't see all the content of your tickets, you may be hitting a Perl bug that makes it crash with some UTF-8 data sequences. See http://rt.perl.org/rt3/Public/Bug/Display.html?id=40989 . Starting with 3.6.3, a workaround is to remove the libtext-quoted-perl package. Another workaround is to copy /usr/share/request-tracker3.6/html/Ticket/Elements/ShowTransactionAttachments into /usr/local/share/request-tracker3.6/html/Ticket/Elements/ShowTransactionAttachments and comment out the Text::Quoted call in the local copy. HTH, -- Niko Tyni ntyni at debian.org From sklutch at hostile.org Wed Oct 1 10:36:00 2008 From: sklutch at hostile.org (Simon Jester) Date: Wed, 1 Oct 2008 14:36:00 +0000 (UTC) Subject: [rt-users] Possible dumb question...be warned Message-ID: Is there a limitation on the number of queues that can be created? sklutch From gcadieux at securetechnologies.ca Wed Oct 1 10:37:55 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 1 Oct 2008 10:37:55 -0400 Subject: [rt-users] Possible dumb question...be warned In-Reply-To: Message-ID: <280541245EBA5E4C8962C64B522AFE9A405372@sticore.securetechnologies.ca.local> depends, is that you or management asking? LOL :) (real answer: i have no idea, but probably, yes. and the number is most likely gargantuan for realistic purposes.) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Simon Jester Sent: Wednesday, October 01, 2008 9:36 AM To: rt-users at lists.fsck.com Subject: [rt-users] Possible dumb question...be warned Is there a limitation on the number of queues that can be created? sklutch _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From sklutch at hostile.org Wed Oct 1 10:45:13 2008 From: sklutch at hostile.org (Simon Jester) Date: Wed, 1 Oct 2008 14:45:13 +0000 (UTC) Subject: [rt-users] Possible dumb question...be warned References: <280541245EBA5E4C8962C64B522AFE9A405372@sticore.securetechnologies.ca.local> Message-ID: Gabriel Cadieux securetechnologies.ca> writes: > > depends, is that you or management asking? LOL :) > > (real answer: i have no idea, but probably, yes. and the number is most > likely gargantuan for realistic purposes.) > I had my previous programmer tell me that there was a limitation on the number of queues that could be created, because of programmatic reasons. I was busy with 3 other projects and just took his word for it...but later my brain said it was all just table data and databases can have silly levels of table data. Just looking for verification before I create a whole slew of new queues. Yes, at the request of mgmt. :) sklutch From elacour at easter-eggs.com Wed Oct 1 10:54:35 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 1 Oct 2008 16:54:35 +0200 Subject: [rt-users] Possible dumb question...be warned In-Reply-To: References: <280541245EBA5E4C8962C64B522AFE9A405372@sticore.securetechnologies.ca.local> Message-ID: <20081001145435.GF3426@easter-eggs.com> On Wed, Oct 01, 2008 at 02:45:13PM +0000, Simon Jester wrote: > I had my previous programmer tell me that there was a limitation on the > number of queues that could be created, because of programmatic reasons. > > I was busy with 3 other projects and just took his word for it...but later > my brain said it was all just table data and databases can have silly levels > of table data. > > Just looking for verification before I create a whole slew of new queues. > > Yes, at the request of mgmt. :) > RT.cpan.org as thousands of queues (one per Perl package) so a lot is possible ;) From sturner at MIT.EDU Wed Oct 1 11:03:16 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 01 Oct 2008 11:03:16 -0400 Subject: [rt-users] Possible dumb question...be warned In-Reply-To: References: Message-ID: On Wed, 01 Oct 2008 10:36:00 -0400, Simon Jester wrote: > Is there a limitation on the number of queues that can be created? > > No hard limitation, but there might be a scalability issue for some pages and drop-down lists. For example, Config->Queues gets a bit long with a lot of queues. There might also be performance issues in places that check acls for every queue in some list. Steve From bauch at jcpgroup.com Wed Oct 1 11:20:27 2008 From: bauch at jcpgroup.com (Auch, Benjamin) Date: Wed, 1 Oct 2008 10:20:27 -0500 Subject: [rt-users] Error with searches: Can't find a saved search to work with Message-ID: <07CDA1D1CF57E44DA0F58F557A6C5BDD013F3518@carbon.add-inc.com> When saving a search to "My Saved Searches" you may receive the error: Can't find a saved search to work with Failed to create search attribute This is a permissions related problem. Make sure your group has the following rights: CreateSavedSearch EditSavedSearches LoadSavedSearch ShowSavedSearches ModifySelf The modifyself permission is needed to get around those errors. The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Oct 1 11:36:04 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Oct 2008 11:36:04 -0400 Subject: [rt-users] Possible dumb question...be warned In-Reply-To: References: Message-ID: <20081001153604.GJ18939@bestpractical.com> On Wed, Oct 01, 2008 at 02:36:00PM +0000, Simon Jester wrote: > Is there a limitation on the number of queues that can be created? No, though there are some bits of the suer interface that will start falling over when you have thousands of queues. -jesse > > sklutch > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Wed Oct 1 11:39:45 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Oct 2008 11:39:45 -0400 Subject: [rt-users] Bulk update in 3.8 In-Reply-To: References: Message-ID: <20081001153945.GL18939@bestpractical.com> On Tue, Sep 30, 2008 at 10:41:16PM -0400, Jerrad Pierce wrote: > Where is bulk update in 3.8? The book says there's a link at the > bottom of the search results page. > I have no such link. Grepping the code base, the only place the > supposed link text "Update multiple > tickets" appears is in Bulk.html itself... > > Aha, found the culprit. Alas, the set of search results tabs seems to > have changed through time, > and the mechanism for callbacks to provide new tabs is not robust. > Both the RT tabs, and the > plugin tabs share the same namespace. The Timeline module uses tab > name "j", which clobbers > the bulk update :-( And that's an important thing to make possible. Extensions should be able to remove functionality from the core RT user interface. But it soulds like the timeline should use j_timeline or something ;) > > -- > Cambridge Energy Alliance: Save money & 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 > -- From jpierce at cambridgeenergyalliance.org Wed Oct 1 12:02:50 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 1 Oct 2008 12:02:50 -0400 Subject: [rt-users] Bulk update in 3.8 In-Reply-To: <20081001153945.GL18939@bestpractical.com> References: <20081001153945.GL18939@bestpractical.com> Message-ID: Right. But if an array were used (may be too much work now) it'd be much clearer. Push new stuff on, and grep to simplify the interface :-P (Splice could be used in many ways, but it faces the same index dependency problems). -- Cambridge Energy Alliance: Save money & the planet From jesse at bestpractical.com Wed Oct 1 12:05:54 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Oct 2008 12:05:54 -0400 Subject: [rt-users] Bulk update in 3.8 In-Reply-To: References: <20081001153945.GL18939@bestpractical.com> Message-ID: <20081001160554.GM19060@31b.local> On Wed 1.Oct'08 at 12:02:50 -0400, Jerrad Pierce wrote: > Right. But if an array were used (may be too much work now) it'd be > much clearer. > Push new stuff on, and grep to simplify the interface :-P As we move RT to Jifty, we get to move to Jifty::Menu. That's the way forward. > (Splice could be used in many ways, but it faces the same index > dependency problems). > > -- > Cambridge Energy Alliance: Save money & the planet > -- -------------- 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 Oct 1 12:18:23 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Oct 2008 12:18:23 -0400 Subject: [rt-users] Mobile interface? In-Reply-To: <13ca621c0809300630n6fea502fsb991fa95ed3a88c3@mail.gmail.com> References: <13ca621c0809300630n6fea502fsb991fa95ed3a88c3@mail.gmail.com> Message-ID: <20081001161823.GT850@31b.local> On Tue 30.Sep'08 at 14:30:32 +0100, Gavin Henry wrote: > Hi, > > We're on BlackBerry for mobiles here and wondered if there is a mobile > interface for creating tickets logging in etc? For example, something > like: > I've done it for much earlier versions of RT and we're working on making it something that's pretty straightforward to do for RT 4.0, but it falls into the "would love to do for a customer, but probably won't do on our own" bucket for RT 3.x. -jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From KFCrocker at lbl.gov Wed Oct 1 12:35:29 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 01 Oct 2008 09:35:29 -0700 Subject: [rt-users] Possible dumb question...be warned In-Reply-To: References: Message-ID: <48E3A6D1.3020002@lbl.gov> Simon, On top of what Steve said, you had better have a REAL ROBUST infrastructure in place. We have over 115 Queues and we have a pretty good infrastructure to manage it. As SYS Admin, I would go CRAZY trying to make all the permission changes each queue Admin wants or for some owner. Or handling the procedures of passing a ticket from one queue to another OR the permission requirements for ticket owners between different queues where they have parent/child/DependsOn tickets. And then there is Project management ANd dtermining which scrips should be global and which Queue-based. It's a whole pit full of snakes if you do not have a plan for the infrastructure you will need with ALL the queues and all the people involved in managing them. Good Luck! We have some guides we use for our general users (ticket creators & owners) and the queue Admins (Queue managers) that might help. What is your customer base or service? Kenn LBNL On 10/1/2008 8:03 AM, Stephen Turner wrote: > On Wed, 01 Oct 2008 10:36:00 -0400, Simon Jester > wrote: > >> Is there a limitation on the number of queues that can be created? >> >> > > No hard limitation, but there might be a scalability issue for some pages > and drop-down lists. For example, Config->Queues gets a bit long with a > lot of queues. There might also be performance issues in places that check > acls for every queue in some list. > > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mathieu at closetwork.org Wed Oct 1 12:57:33 2008 From: mathieu at closetwork.org (Mathieu Longtin) Date: Wed, 1 Oct 2008 12:57:33 -0400 Subject: [rt-users] Possible dumb question...be warned In-Reply-To: <48E3A6D1.3020002@lbl.gov> References: <48E3A6D1.3020002@lbl.gov> Message-ID: <539eb5520810010957r2529809ex4f4afb28563d5a92@mail.gmail.com> Make an iPhone app and sell it for 50$ bucks? Then you don't mind giving away the server, and 50$ for someone who uses RT professionally is cheap. Heck most commercial issue trackers out there run more than 100$ per seat. -- Mathieu Longtin 1-514-803-8977 On Wed, Oct 1, 2008 at 12:35 PM, Kenneth Crocker wrote: > Simon, > > > On top of what Steve said, you had better have a REAL ROBUST > infrastructure in place. We have over 115 Queues and we have a pretty > good infrastructure to manage it. As SYS Admin, I would go CRAZY trying > to make all the permission changes each queue Admin wants or for some > owner. Or handling the procedures of passing a ticket from one queue to > another OR the permission requirements for ticket owners between > different queues where they have parent/child/DependsOn tickets. And > then there is Project management ANd dtermining which scrips should be > global and which Queue-based. It's a whole pit full of snakes if you do > not have a plan for the infrastructure you will need with ALL the queues > and all the people involved in managing them. Good Luck! We have some > guides we use for our general users (ticket creators & owners) and the > queue Admins (Queue managers) that might help. What is your customer > base or service? > > > Kenn > LBNL > > On 10/1/2008 8:03 AM, Stephen Turner wrote: > > On Wed, 01 Oct 2008 10:36:00 -0400, Simon Jester > > wrote: > > > >> Is there a limitation on the number of queues that can be created? > >> > >> > > > > No hard limitation, but there might be a scalability issue for some pages > > and drop-down lists. For example, Config->Queues gets a bit long with a > > lot of queues. There might also be performance issues in places that > check > > acls for every queue in some list. > > > > Steve > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sklutch at hostile.org Wed Oct 1 14:28:10 2008 From: sklutch at hostile.org (Simon Jester) Date: Wed, 1 Oct 2008 18:28:10 +0000 (UTC) Subject: [rt-users] Possible dumb question...be warned References: <48E3A6D1.3020002@lbl.gov> Message-ID: Kenneth Crocker lbl.gov> writes: > What is your customer base or service? > > Kenn > LBNL > Heh, I only have to support a gang of 30, at present. In future, might even go up to 60 people. sklutch From mathew.snyder at gmail.com Wed Oct 1 15:46:11 2008 From: mathew.snyder at gmail.com (Mathew) Date: Wed, 01 Oct 2008 15:46:11 -0400 Subject: [rt-users] Add search to RT System's saved searches Message-ID: <48E3D383.8010505@gmail.com> Come on now. I know we aren't the only people to have run into this. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom From wtm2 at cornell.edu Wed Oct 1 16:05:16 2008 From: wtm2 at cornell.edu (W. Thornton Martin) Date: Wed, 01 Oct 2008 16:05:16 -0400 Subject: [rt-users] Obtaining ticket ID from rt-mailgate in Procmail Message-ID: <48E3D7FC.3020209@cornell.edu> I am calling rt-mailgate from Procmail and need to capture the ticket id of the ticket it creates. The tickets are created correctly, but I need this ticket id to pass to another script in Procmail. Does anyone have an example of this? Thank you, From filipe at sapia.uminho.pt Wed Oct 1 18:26:03 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Wed, 1 Oct 2008 23:26:03 +0100 Subject: [rt-users] RT 3.8 - Queues user permissions Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123C917@BEFUNCIONARIOS.uminho.pt> Hi, I have a queue called "Entrance" and i want the helpdesk team to analise the ticket and then change it for the corresponding support queue. Two questions: 1 - I want helpdesk team to have permissions to change the queue ticket and so they must have "Showqueues" permission but i dont want them to open the support queue. Is this possible? 2 - I want that, when the helpdesk team change the ticket queue and if a specified "custom filed" isnt filled, RT 3.8 gives an error to the user and the queue change operation isnt performed. Any script to do that? How do i show error messages to the users from script ? Another question: How can i run some daily based scripts to perform some actions in RT. RT 3.8 have a "crontable" tool? If yes how can i configure it? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From filipe at sapia.uminho.pt Thu Oct 2 08:25:50 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Thu, 2 Oct 2008 13:25:50 +0100 Subject: [rt-users] RT 3.8 - Cant create users in database when they send email Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123C945@BEFUNCIONARIOS.uminho.pt> Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from xxx at gmail.com to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcadieux at securetechnologies.ca Thu Oct 2 08:29:55 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 2 Oct 2008 08:29:55 -0400 Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123C945@BEFUNCIONARIOS.uminho.pt> Message-ID: <280541245EBA5E4C8962C64B522AFE9A40537C@sticore.securetechnologies.ca.local> i was under the impression that the whole point of having RT integrate with LDAP was to prevent such interaction by unauthenticated users? just a thought... :/ -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Filipe Jos? Silva Clemente Sent: Thursday, October 02, 2008 7:26 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail Importance: High Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from xxx at gmail.com to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From bauch at jcpgroup.com Thu Oct 2 08:30:44 2008 From: bauch at jcpgroup.com (Auch, Benjamin) Date: Thu, 2 Oct 2008 07:30:44 -0500 Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123C945@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B0123C945@BEFUNCIONARIOS.uminho.pt> Message-ID: <07CDA1D1CF57E44DA0F58F557A6C5BDD01418E98@carbon.add-inc.com> Did you edit the User_Vendor.pm? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Filipe Jos? Silva Clemente Sent: Thursday, October 02, 2008 7:26 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail Importance: High Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from xxx at gmail.com to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bauch at jcpgroup.com Thu Oct 2 08:32:39 2008 From: bauch at jcpgroup.com (Auch, Benjamin) Date: Thu, 2 Oct 2008 07:32:39 -0500 Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail References: <2631CB50A94F5A4998D56D158D071D6B0123C945@BEFUNCIONARIOS.uminho.pt> Message-ID: <07CDA1D1CF57E44DA0F58F557A6C5BDD01418E99@carbon.add-inc.com> Sorry, that will not work for what you want to do. I also have the same problem, but RT is only internal for us. From: Auch, Benjamin Sent: Thursday, October 02, 2008 7:31 AM To: 'Filipe Jos? Silva Clemente'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT 3.8 - Cant create users in database when they sendemail Did you edit the User_Vendor.pm? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Filipe Jos? Silva Clemente Sent: Thursday, October 02, 2008 7:26 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail Importance: High Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from xxx at gmail.com to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Thu Oct 2 08:34:24 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 02 Oct 2008 13:34:24 +0100 Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail In-Reply-To: <07CDA1D1CF57E44DA0F58F557A6C5BDD01418E98@carbon.add-inc.com> References: <2631CB50A94F5A4998D56D158D071D6B0123C945@BEFUNCIONARIOS.uminho.pt> <07CDA1D1CF57E44DA0F58F557A6C5BDD01418E98@carbon.add-inc.com> Message-ID: <48E4BFD0.8010308@jennic.com> Auch, Benjamin wrote: > Did you edit the User_Vendor.pm? > > > > http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 And pay specific attention to: # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 1); -- 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 gcadieux at securetechnologies.ca Thu Oct 2 08:35:45 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 2 Oct 2008 08:35:45 -0400 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A40536B@sticore.securetechnologies.ca.local> Message-ID: <280541245EBA5E4C8962C64B522AFE9A40537D@sticore.securetechnologies.ca.local> i thought i had good news to share; i came in this morning and RT didn't greet me with a white page upon clicking a link or refreshing, but then i still noticed a single segfault entry at 5pm yesterday night (this is even before i left the office apparently, i simply hand't noticed) it seems like the DBD::mysql downgrade didn't change much. :( to those who also still have not fixed this: has anyone else gotten any further with their problem so far? if so, please provide details about what you've done up to now to resolve the issue. thanks. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Gabriel Cadieux Sent: Tuesday, September 30, 2008 7:52 AM To: RT Users Mailing List (E-mail) Subject: Re: [rt-users] reall odd apache2 crashes with blank pages it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Thu Oct 2 08:44:57 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 2 Oct 2008 08:44:57 -0400 Subject: [rt-users] RT 3.8 - Cant create users in database whenthey sendemail In-Reply-To: <48E4BFD0.8010308@jennic.com> References: <2631CB50A94F5A4998D56D158D071D6B0123C945@BEFUNCIONARIOS.uminho.pt><07CDA1D1CF57E44DA0F58F557A6C5BDD01418E98@carbon.add-inc.com> <48E4BFD0.8010308@jennic.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D47E@EXMIAMI01.compupay.com> Not to hijack the thread (its related :) I wanted to be able to autocreate users in RT if they are already in LDAP. So if a new hire sends a ticket in, the ticket will get created without me having to create the user in RT manually. I used to use the ADimport script (ran nightly for updates), but I was hoping I could do away with that. Will this setting allow me to do that? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike Peachey Sent: Thursday, October 02, 2008 8:34 AM To: Auch, Benjamin Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.8 - Cant create users in database whenthey sendemail Auch, Benjamin wrote: > Did you edit the User_Vendor.pm? > > > > http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% 25 And pay specific attention to: # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 1); -- 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 gcadieux at securetechnologies.ca Thu Oct 2 08:47:19 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 2 Oct 2008 08:47:19 -0400 Subject: [rt-users] RT 3.8 - Cant create users in databasewhenthey sendemail In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D47E@EXMIAMI01.compupay.com> Message-ID: <280541245EBA5E4C8962C64B522AFE9A40537E@sticore.securetechnologies.ca.local> i believe the setting refers to creating RT accounts for users who *failed* to authenticate via an external service such as LDAP.. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Helmuth Ramirez Sent: Thursday, October 02, 2008 7:45 AM To: mike.peachey at jennic.com; Auch, Benjamin Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.8 - Cant create users in databasewhenthey sendemail Not to hijack the thread (its related :) I wanted to be able to autocreate users in RT if they are already in LDAP. So if a new hire sends a ticket in, the ticket will get created without me having to create the user in RT manually. I used to use the ADimport script (ran nightly for updates), but I was hoping I could do away with that. Will this setting allow me to do that? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike Peachey Sent: Thursday, October 02, 2008 8:34 AM To: Auch, Benjamin Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.8 - Cant create users in database whenthey sendemail Auch, Benjamin wrote: > Did you edit the User_Vendor.pm? > > > > http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% 25 And pay specific attention to: # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 1); -- 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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Thu Oct 2 08:48:59 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 02 Oct 2008 13:48:59 +0100 Subject: [rt-users] RT 3.8 - Cant create users in databasewhenthey sendemail In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A40537E@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A40537E@sticore.securetechnologies.ca.local> Message-ID: <48E4C33B.10105@jennic.com> Gabriel Cadieux wrote: > i believe the setting refers to creating RT accounts for users who *failed* to authenticate via an external service such as LDAP.. Correct. I agree it could be named better but the idea is, ExternalAuth PROVIDES the method for autocreating LDAP users, that setting is just a question about what you want to do with users who werent found in ldap. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From HelmuthRamirez at compupay.com Thu Oct 2 08:56:10 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 2 Oct 2008 08:56:10 -0400 Subject: [rt-users] RT 3.8 - Cant create users in databasewhenthey sendemail In-Reply-To: <48E4C33B.10105@jennic.com> References: <280541245EBA5E4C8962C64B522AFE9A40537E@sticore.securetechnologies.ca.local> <48E4C33B.10105@jennic.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D481@EXMIAMI01.compupay.com> Yeah, that's what I thought...just wanted to confirm. Thanks -----Original Message----- From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey Sent: Thursday, October 02, 2008 8:49 AM To: Gabriel Cadieux Cc: Helmuth Ramirez; Auch, Benjamin; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.8 - Cant create users in databasewhenthey sendemail Gabriel Cadieux wrote: > i believe the setting refers to creating RT accounts for users who *failed* to authenticate via an external service such as LDAP.. Correct. I agree it could be named better but the idea is, ExternalAuth PROVIDES the method for autocreating LDAP users, that setting is just a question about what you want to do with users who werent found in ldap. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mathieu at closetwork.org Thu Oct 2 09:01:32 2008 From: mathieu at closetwork.org (Mathieu Longtin) Date: Thu, 2 Oct 2008 09:01:32 -0400 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A40537D@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A40536B@sticore.securetechnologies.ca.local> <280541245EBA5E4C8962C64B522AFE9A40537D@sticore.securetechnologies.ca.local> Message-ID: <539eb5520810020601led30fb2u32cfd9a63ad2f485@mail.gmail.com> Did you check the various log files? -- Mathieu Longtin 1-514-803-8977 On Thu, Oct 2, 2008 at 8:35 AM, Gabriel Cadieux < gcadieux at securetechnologies.ca> wrote: > i thought i had good news to share; i came in this morning and RT didn't > greet me with a white page upon clicking a link or refreshing, but then i > still noticed a single segfault entry at 5pm yesterday night (this is even > before i left the office apparently, i simply hand't noticed) it seems like > the DBD::mysql downgrade didn't change much. :( > > to those who also still have not fixed this: has anyone else gotten any > further with their problem so far? if so, please provide details about what > you've done up to now to resolve the issue. > > thanks. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Gabriel > Cadieux > Sent: Tuesday, September 30, 2008 7:52 AM > To: RT Users Mailing List (E-mail) > Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > > > it seems i was too quick to assume that my disabling apache's SSL > functionality worked to counter this issue; > > the server just now crapped out AGAIN with the same symptoms: i clicked a > link this morning after having a firefox window open on RT all night, and > was once again greeted with a white page and a nice segfault on my tailf > console... ;/ it also crashed several more times afterwards, every single > time i did an F5 to try and refresh. > > i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report > once more in the next few days on the issue. > > good luck to all affected by this ubiquitous issue. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 gcadieux at securetechnologies.ca Thu Oct 2 09:05:27 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 2 Oct 2008 09:05:27 -0400 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <539eb5520810020601led30fb2u32cfd9a63ad2f485@mail.gmail.com> Message-ID: <280541245EBA5E4C8962C64B522AFE9A40537F@sticore.securetechnologies.ca.local> the reason i notice the segfaults is because i have been tailf-ing /var/log/apache2/error_log 24/7 for over a week, so yes. :P could someone please point me in the right direction regarding obtaining a valid core dump from the segfault and performing a gdb backtrace on it to identify the source of the crashes? i'm mildly retarded when it comes to debugging/coding under linux. thanks. -gabe -----Original Message----- From: Mathieu Longtin [mailto:mathieu at closetwork.org] Sent: Thursday, October 02, 2008 8:02 AM To: Gabriel Cadieux Cc: RT Users Mailing List (E-mail) Subject: Re: [rt-users] reall odd apache2 crashes with blank pages Did you check the various log files? -- Mathieu Longtin 1-514-803-8977 On Thu, Oct 2, 2008 at 8:35 AM, Gabriel Cadieux < gcadieux at securetechnologies.ca> wrote: i thought i had good news to share; i came in this morning and RT didn't greet me with a white page upon clicking a link or refreshing, but then i still noticed a single segfault entry at 5pm yesterday night (this is even before i left the office apparently, i simply hand't noticed) it seems like the DBD::mysql downgrade didn't change much. :( to those who also still have not fixed this: has anyone else gotten any further with their problem so far? if so, please provide details about what you've done up to now to resolve the issue. thanks. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto: rt-users-bounces at lists.bestpractical.com]On Behalf Of Gabriel Cadieux Sent: Tuesday, September 30, 2008 7:52 AM To: RT Users Mailing List (E-mail) Subject: Re: [rt-users] reall odd apache2 crashes with blank pages it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Jason.Doran at nuim.ie Thu Oct 2 09:11:07 2008 From: Jason.Doran at nuim.ie (Jason Doran) Date: Thu, 02 Oct 2008 14:11:07 +0100 Subject: [rt-users] RT 3.8 - Cant create users in database when they send email In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123C945@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B0123C945@BEFUNCIONARIOS.uminho.pt> Message-ID: <9368A760-DD93-4E35-810B-CC2DAA5506D7@nuim.ie> If the error is something like: "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email." Then maybe you haven't given CreateTicket permissions to "Everyone" on the particular queue. Jasin On 2 Oct 2008, at 13:25, Filipe Jos? Silva Clemente wrote: > Hi, > > I have external authentication set to AD LDAP and it works fine. > > The problem now is when a end user sends an email from xxx at gmail.com > to, RT 3.8 gives an error saying that the user cant be loaded from > ldap and rt doesnt have the right configuration to create the user > in the databse (internal). > > What are the variables i need to set so the user is automatically > created in the RT database when someone sends an email and dont > exist in the external LDAP? > > TIA, > > Filipe > Portugal > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 gcadieux at securetechnologies.ca Thu Oct 2 09:16:39 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 2 Oct 2008 09:16:39 -0400 Subject: [rt-users] making RT custom fields layout nicer In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A405368@sticore.securetechnologies.ca.local> Message-ID: <280541245EBA5E4C8962C64B522AFE9A405381@sticore.securetechnologies.ca.local> bump :( -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Gabriel Cadieux Sent: Monday, September 29, 2008 3:28 PM To: RT Users Mailing List (E-mail) Subject: [rt-users] making RT custom fields layout nicer i attached a quick screenie of what my ticket creation interface looks like now that i have managed to customize it by removing all the extra crap that RT seems to love putting there for no reason.. but now still, nothing lines up properly, the page doesn't seem wide enough for the content, the fields are too small, etc.. does anyone have any suggestions for making this look nicer? i don't mind permanently changing the html (which is what i've been doing already), since once i'm done there won't be any changing it, ever... thanks. Gabriel Cadieux Systems Engineer & IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca From sturner at MIT.EDU Thu Oct 2 09:22:55 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 02 Oct 2008 09:22:55 -0400 Subject: [rt-users] Gateway/ITS and IE dialog box Message-ID: Mike, The gateway page I've been testing on is http://web.mit.edu/sturner/www/gateway/PS1/employees_home.shtml The "Update Personal Information" link at the top og the left column shows the problem in IE 7. Click on the link, then use the home link from the ITS app to see the dialog box appear. One other change I made here is to have the Employee home page create a cookie for the ITS apps on page load, so that "home" will supposedly go back to the gateway page we started from. Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From sturner at MIT.EDU Thu Oct 2 09:25:02 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 02 Oct 2008 09:25:02 -0400 Subject: [rt-users] Gateway/ITS and IE dialog box In-Reply-To: References: Message-ID: Sorry, ignore my previous message - it was wrongly addressed. Steve From gcadieux at securetechnologies.ca Thu Oct 2 09:26:04 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 2 Oct 2008 09:26:04 -0400 Subject: [rt-users] Gateway/ITS and IE dialog box In-Reply-To: Message-ID: <280541245EBA5E4C8962C64B522AFE9A405383@sticore.securetechnologies.ca.local> too late. i had read it already. you're fired. :) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stephen Turner Sent: Thursday, October 02, 2008 8:25 AM To: Stephen Turner; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Gateway/ITS and IE dialog box Sorry, ignore my previous message - it was wrongly addressed. Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From dlamers at elcan.com Thu Oct 2 11:05:46 2008 From: dlamers at elcan.com (Lamers, Dan) Date: Thu, 2 Oct 2008 11:05:46 -0400 Subject: [rt-users] OLE objects in e-mail requests Message-ID: <14365258981C224D868E4A42A0EB326D7D1E85@emexc004023.elcan.com> Many of our users are trying to be helpful by pasting a screen shot in their e-mail requests. When these messages become tickets in RT, the screen shot is replaced by <<...OLE_Obj...>> and we have no idea what it is that we are supposed to see. I've search the web for a couple of days and I think this is related to Postfix rather than RT, but I'm hoping someone has some advice on how to have the OLE object become an RT attachment. My environment is Ubuntu 6.06, RT 3.6.5, postfix 2.2.10 with Outlook and Exchange 2003 on the client side. Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. From KFCrocker at lbl.gov Thu Oct 2 13:08:02 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 02 Oct 2008 10:08:02 -0700 Subject: [rt-users] Problem with sorted search download Message-ID: <48E4FFF2.7020305@lbl.gov> To all, I've had 3.6.4 up and running for almost a year now and never noticed this problem. I created a search to sort by due date. The results were sorted correctly. I then downloaded the results to a spreadsheet and the results were in ticket id order, not due date order. This surprised me to no end. I assumed that whatever the results of a search, they would be downloaded in the same sorted order. Anyone have a clue to resolving this? Is this corrected in 3.8? Thanks. Kenn LBNL From david.chandek.stark at duke.edu Thu Oct 2 13:28:20 2008 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Thu, 2 Oct 2008 13:28:20 -0400 Subject: [rt-users] User custom fields not displaying (RT 3.8.1) Message-ID: I'm totally stumped on this one ... I added three new custom fields for users, but they are not displaying on the user create or modify pages, although other previously created CF's are. I have the SuperUser permission and the new CF's are definitely enabled. No errors are being written to the RT or Apache logs. I even tried explicitly granted the SeeCustomField and ModifyCustomField permissions to privileged users -- still no display and no errors. Thanks, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcadieux at securetechnologies.ca Thu Oct 2 13:34:29 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 2 Oct 2008 13:34:29 -0400 Subject: [rt-users] User custom fields not displaying (RT 3.8.1) In-Reply-To: Message-ID: <280541245EBA5E4C8962C64B522AFE9A405388@sticore.securetechnologies.ca.local> maybe try creating a new queue and enabling them for that one and see if that works? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of David Chandek-Stark Sent: Thursday, October 02, 2008 12:28 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] User custom fields not displaying (RT 3.8.1) I'm totally stumped on this one ... I added three new custom fields for users, but they are not displaying on the user create or modify pages, although other previously created CF's are. I have the SuperUser permission and the new CF's are definitely enabled. No errors are being written to the RT or Apache logs. I even tried explicitly granted the SeeCustomField and ModifyCustomField permissions to privileged users -- still no display and no errors. Thanks, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Oct 2 13:37:01 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 02 Oct 2008 10:37:01 -0700 Subject: [rt-users] User custom fields not displaying (RT 3.8.1) In-Reply-To: References: Message-ID: <48E506BD.6050204@lbl.gov> David, This will seem stupid, but did you also "Apply" the CF's to those queues and do the users that want to see them have access rights to tickets in those queues. I only ask because sometimes when it seems impossible for a certain a problem to occur, it is usually the result of a simple oversight (ie. the logic is correct in the code but a semi-colon was missing, etc.). Just checking and hope this helps. Kenn LBNL On 10/2/2008 10:28 AM, David Chandek-Stark wrote: > > I'm totally stumped on this one ... > > I added three new custom fields for users, but they are not displaying > on the user create or modify pages, although other previously created > CF's are. I have the SuperUser permission and the new CF's are > definitely enabled. No errors are being written to the RT or Apache > logs. I even tried explicitly granted the SeeCustomField and > ModifyCustomField permissions to privileged users -- still no display > and no errors. > > Thanks, > David > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From david.chandek.stark at duke.edu Thu Oct 2 14:09:44 2008 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Thu, 2 Oct 2008 14:09:44 -0400 Subject: [rt-users] User custom fields not displaying (RT 3.8.1) In-Reply-To: <48E506BD.6050204@lbl.gov> Message-ID: Oops. OK, I see what I missed. After creating the user custom field, you have to "select" it by going to Global->Custom Fields->Users. So it works now -- whew! Thanks, David Kenneth Crocker wrote on 10/02/2008 01:37:01 PM: > David, > > > This will seem stupid, but did you also "Apply" the CF's to those > queues and do the users that want to see them have access rights to > tickets in those queues. I only ask because sometimes when it seems > impossible for a certain a problem to occur, it is usually the result of > a simple oversight (ie. the logic is correct in the code but a > semi-colon was missing, etc.). Just checking and hope this helps. > > > Kenn > LBNL > > On 10/2/2008 10:28 AM, David Chandek-Stark wrote: > > > > I'm totally stumped on this one ... > > > > I added three new custom fields for users, but they are not displaying > > on the user create or modify pages, although other previously created > > CF's are. I have the SuperUser permission and the new CF's are > > definitely enabled. No errors are being written to the RT or Apache > > logs. I even tried explicitly granted the SeeCustomField and > > ModifyCustomField permissions to privileged users -- still no display > > and no errors. > > > > Thanks, > > David > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.chandek.stark at duke.edu Thu Oct 2 13:59:44 2008 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Thu, 2 Oct 2008 13:59:44 -0400 Subject: [rt-users] User custom fields not displaying (RT 3.8.1) In-Reply-To: <48E506BD.6050204@lbl.gov> Message-ID: Kenn, These are "User" custom fields, not "Ticket" custom fields. Still I hope you're right that it's simple oversight, especially since I've never created custom fields on users. Thanks, David Kenneth Crocker wrote on 10/02/2008 01:37:01 PM: > David, > > > This will seem stupid, but did you also "Apply" the CF's to those > queues and do the users that want to see them have access rights to > tickets in those queues. I only ask because sometimes when it seems > impossible for a certain a problem to occur, it is usually the result of > a simple oversight (ie. the logic is correct in the code but a > semi-colon was missing, etc.). Just checking and hope this helps. > > > Kenn > LBNL > > On 10/2/2008 10:28 AM, David Chandek-Stark wrote: > > > > I'm totally stumped on this one ... > > > > I added three new custom fields for users, but they are not displaying > > on the user create or modify pages, although other previously created > > CF's are. I have the SuperUser permission and the new CF's are > > definitely enabled. No errors are being written to the RT or Apache > > logs. I even tried explicitly granted the SeeCustomField and > > ModifyCustomField permissions to privileged users -- still no display > > and no errors. > > > > Thanks, > > David > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From filipe at sapia.uminho.pt Thu Oct 2 16:03:40 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Thu, 2 Oct 2008 21:03:40 +0100 Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail In-Reply-To: <07CDA1D1CF57E44DA0F58F557A6C5BDD01418E98@carbon.add-inc.com> Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123C965@BEFUNCIONARIOS.uminho.pt> Hi, What do I need to edit in the User_Vendor.pm file and whats the function of this file? Configuration too? TIA, Filipe Portugal _____ From: Auch, Benjamin [mailto:bauch at jcpgroup.com] Sent: quinta-feira, 2 de Outubro de 2008 13:31 To: Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT 3.8 - Cant create users in database when they sendemail Did you edit the User_Vendor.pm? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Filipe Jos? Silva Clemente Sent: Thursday, October 02, 2008 7:26 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail Importance: High Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from xxx at gmail.com to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Thu Oct 2 17:14:41 2008 From: mathieu at closetwork.org (Mathieu Longtin) Date: Thu, 2 Oct 2008 17:14:41 -0400 Subject: [rt-users] how do you change the columns to display Message-ID: <539eb5520810021414i188aa718od43f2961fe98348c@mail.gmail.com> I just added a custom field, and I'd like it to display in the default searches, such as when you click on a queue name in the dashboard. How would I go about doing that? Thanks -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From johann.stander at kaplan.com Thu Oct 2 17:14:45 2008 From: johann.stander at kaplan.com (JohannS) Date: Thu, 2 Oct 2008 14:14:45 -0700 (PDT) Subject: [rt-users] Auto assign of ticket to Open if taken by user In-Reply-To: <20080930075533.GD3421@easter-eggs.com> References: <48D1E7216E619D45856C6BC36D2F067306B16901@kaplanitmail1.alpha.kaplaninc.com> <20080930075533.GD3421@easter-eggs.com> Message-ID: <19787707.post@talk.nabble.com> Hi Emmanual. Would i have to change this line on each section I find with the same code or are there only a specific section where this code has to change? Thanks Johann Emmanuel Lacour wrote: > > On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote: >> Hi. >> >> I have been trying to figure out to automatically change a ticket status >> to open as soon as the "take" button has been selected by a user. >> >> All users seems to forget to also click on the "Open" button after they >> click the "take" button which causes reporting problem. >> > > > Here I made a Take&Open link by editing html/Ticket/Elements/Tab and > modify it like this: > > before: > path => "Ticket/Display.html?Action=Take&id=" . $id, > > after: > path => "Ticket/Display.html?Action=Take&Status=open&id=" . $id, > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/Auto-assign-of-ticket-to-Open-if-taken-by-user-tp19733099p19787707.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Thu Oct 2 17:42:31 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 2 Oct 2008 23:42:31 +0200 Subject: [rt-users] Auto assign of ticket to Open if taken by user In-Reply-To: <19787707.post@talk.nabble.com> References: <48D1E7216E619D45856C6BC36D2F067306B16901@kaplanitmail1.alpha.kaplaninc.com> <20080930075533.GD3421@easter-eggs.com> <19787707.post@talk.nabble.com> Message-ID: <20081002214231.GB3440@easter-eggs.com> On Thu, Oct 02, 2008 at 02:14:45PM -0700, JohannS wrote: > > Hi Emmanual. > Would i have to change this line on each section I find with the same code > or are there only a specific section where this code has to change? > You will find only one place ;) From gleduc at mail.sdsu.edu Thu Oct 2 17:55:16 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 02 Oct 2008 14:55:16 -0700 Subject: [rt-users] Auto assign of ticket to Open if taken by user In-Reply-To: <19787707.post@talk.nabble.com> References: <48D1E7216E619D45856C6BC36D2F067306B16901@kaplanitmail1.alpha.kaplaninc.com> <20080930075533.GD3421@easter-eggs.com> <19787707.post@talk.nabble.com> Message-ID: <6.2.1.2.2.20081002144612.069bb2c0@mail.sdsu.edu> Hi Johann, Sorry to jump into your thread late, but another option is to use a scrip that fires when a ticket is taken and have it change the ticket status to Open. If the following code syntax isn't quite right, it should be close enough to figure out. Scrip condition: User Defined if ($self->TransactionObj->Type eq "Take") { return 1; } else { return undef; } Scrip action: User Defined { $self->TicketObj->SetStatus("Open"); } Regards, Gene At 02:14 PM 10/2/2008, JohannS wrote: >Hi Emmanual. >Would i have to change this line on each section I find with the same code >or are there only a specific section where this code has to change? > >Thanks >Johann > > >Emmanuel Lacour wrote: > > > > On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote: > >> Hi. > >> > >> I have been trying to figure out to automatically change a ticket status > >> to open as soon as the "take" button has been selected by a user. > >> > >> All users seems to forget to also click on the "Open" button after they > >> click the "take" button which causes reporting problem. > >> > > > > > > Here I made a Take&Open link by editing html/Ticket/Elements/Tab and > > modify it like this: > > > > before: > > path => "Ticket/Display.html?Action=Take&id=" . $id, > > > > after: > > path => "Ticket/Display.html?Action=Take&Status=open&id=" . $id, > > -- Gene LeDuc, GSEC Security Analyst San Diego State University From Johann.Stander at kaplan.com Thu Oct 2 18:46:52 2008 From: Johann.Stander at kaplan.com (Johann Stander) Date: Thu, 2 Oct 2008 18:46:52 -0400 Subject: [rt-users] How to add mandatory custom field to "quick ticket creation" area Message-ID: <48D1E7216E619D45856C6BC36D2F067306B17248@kaplanitmail1.alpha.kaplaninc.com> Hi. We have created some mandatory custom fields which the users have to fill in, but now since we create these we are unable to make use of the quick ticket creation area. It will not allow us to create a quick ticket because the mandatory field is not available in this area to be completed. Is there any way to add the mandatory new custom field to the quick ticket create area on the main page? Thanks Johann -------------- next part -------------- An HTML attachment was scrubbed... URL: From johann.stander at kaplan.com Thu Oct 2 18:56:33 2008 From: johann.stander at kaplan.com (JohannS) Date: Thu, 2 Oct 2008 15:56:33 -0700 (PDT) Subject: [rt-users] How to add mandatory custom field to "quick ticket creation" area In-Reply-To: <48D1E7216E619D45856C6BC36D2F067306B17248@kaplanitmail1.alpha.kaplaninc.com> References: <48D1E7216E619D45856C6BC36D2F067306B17248@kaplanitmail1.alpha.kaplaninc.com> Message-ID: <19789174.post@talk.nabble.com> Sorry i was a bit quick on the trigger and found many posts on this, but if somebody could assist with 3.8.1 that would be very much appreciated. Thanks :) JohannS wrote: > > Hi. > > We have created some mandatory custom fields which the users have to > fill in, but now since we create these we are unable to make use of the > quick ticket creation area. > > It will not allow us to create a quick ticket because the mandatory > field is not available in this area to be completed. > > > > Is there any way to add the mandatory new custom field to the quick > ticket create area on the main page? > > > > Thanks > > Johann > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/How-to-add-mandatory-custom-field-to-%22quick-ticket-creation%22-area-tp19789043p19789174.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From johann.stander at kaplan.com Thu Oct 2 19:00:52 2008 From: johann.stander at kaplan.com (JohannS) Date: Thu, 2 Oct 2008 16:00:52 -0700 (PDT) Subject: [rt-users] Auto assign of ticket to Open if taken by user In-Reply-To: <6.2.1.2.2.20081002144612.069bb2c0@mail.sdsu.edu> References: <48D1E7216E619D45856C6BC36D2F067306B16901@kaplanitmail1.alpha.kaplaninc.com> <20080930075533.GD3421@easter-eggs.com> <19787707.post@talk.nabble.com> <6.2.1.2.2.20081002144612.069bb2c0@mail.sdsu.edu> Message-ID: <19789217.post@talk.nabble.com> Hi Gene. Not a problem at all, I always welcome some extra information. This might sounds stupid but where will I be able to add this script for RT when a ticket is created? Do you perhaps have the RT book and is it worth getting now that the newer version of 3.8.1 is out? Thanks Cheers Johann Gene LeDuc wrote: > > Hi Johann, > > Sorry to jump into your thread late, but another option is to use a scrip > that fires when a ticket is taken and have it change the ticket status to > Open. If the following code syntax isn't quite right, it should be close > enough to figure out. > > Scrip condition: User Defined > if ($self->TransactionObj->Type eq "Take") { > return 1; > } else { > return undef; > } > > Scrip action: User Defined > { $self->TicketObj->SetStatus("Open"); } > > Regards, > Gene > > At 02:14 PM 10/2/2008, JohannS wrote: > >>Hi Emmanual. >>Would i have to change this line on each section I find with the same code >>or are there only a specific section where this code has to change? >> >>Thanks >>Johann >> >> >>Emmanuel Lacour wrote: >> > >> > On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote: >> >> Hi. >> >> >> >> I have been trying to figure out to automatically change a ticket >> status >> >> to open as soon as the "take" button has been selected by a user. >> >> >> >> All users seems to forget to also click on the "Open" button after >> they >> >> click the "take" button which causes reporting problem. >> >> >> > >> > >> > Here I made a Take&Open link by editing html/Ticket/Elements/Tab and >> > modify it like this: >> > >> > before: >> > path => "Ticket/Display.html?Action=Take&id=" . $id, >> > >> > after: >> > path => "Ticket/Display.html?Action=Take&Status=open&id=" . $id, >> > > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State 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 > > -- View this message in context: http://www.nabble.com/Auto-assign-of-ticket-to-Open-if-taken-by-user-tp19733099p19789217.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gleduc at mail.sdsu.edu Thu Oct 2 19:50:00 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 02 Oct 2008 16:50:00 -0700 Subject: [rt-users] Auto assign of ticket to Open if taken by user In-Reply-To: <19789217.post@talk.nabble.com> References: <48D1E7216E619D45856C6BC36D2F067306B16901@kaplanitmail1.alpha.kaplaninc.com> <20080930075533.GD3421@easter-eggs.com> <19787707.post@talk.nabble.com> <6.2.1.2.2.20081002144612.069bb2c0@mail.sdsu.edu> <19789217.post@talk.nabble.com> Message-ID: <6.2.1.2.2.20081002163420.02690058@mail.sdsu.edu> Hi Johann, Scrips are created in either the Queues or Global areas under the Configuration menu in the Web GUI. You would create it in the queue that you want it to apply to, or, if you want this behavior in all of your queues, as a global scrip. I borrowed the book from the school library while I was installing RT. This was a couple of years and many brain cells ago, but I do remember that the book was pretty helpful in getting to understand scrips, templates, and the basics of ticketing systems. It was still a pretty steep learning curve for me, though. Regards, Gene At 04:00 PM 10/2/2008, JohannS wrote: >Hi Gene. >Not a problem at all, I always welcome some extra information. > >This might sounds stupid but where will I be able to add this script for RT >when a ticket is created? > >Do you perhaps have the RT book and is it worth getting now that the newer >version of 3.8.1 is out? > >Thanks >Cheers >Johann > > > >Gene LeDuc wrote: > > > > Hi Johann, > > > > Sorry to jump into your thread late, but another option is to use a scrip > > that fires when a ticket is taken and have it change the ticket status to > > Open. If the following code syntax isn't quite right, it should be close > > enough to figure out. > > > > Scrip condition: User Defined > > if ($self->TransactionObj->Type eq "Take") { > > return 1; > > } else { > > return undef; > > } > > > > Scrip action: User Defined > > { $self->TicketObj->SetStatus("Open"); } > > > > Regards, > > Gene > > > > At 02:14 PM 10/2/2008, JohannS wrote: > > > >>Hi Emmanual. > >>Would i have to change this line on each section I find with the same code > >>or are there only a specific section where this code has to change? > >> > >>Thanks > >>Johann > >> > >> > >>Emmanuel Lacour wrote: > >> > > >> > On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote: > >> >> Hi. > >> >> > >> >> I have been trying to figure out to automatically change a ticket > >> status > >> >> to open as soon as the "take" button has been selected by a user. > >> >> > >> >> All users seems to forget to also click on the "Open" button after > >> they > >> >> click the "take" button which causes reporting problem. > >> >> > >> > > >> > > >> > Here I made a Take&Open link by editing html/Ticket/Elements/Tab and > >> > modify it like this: > >> > > >> > before: > >> > path => "Ticket/Display.html?Action=Take&id=" . $id, > >> > > >> > after: > >> > path => "Ticket/Display.html?Action=Take&Status=open&id=" . $id, > >> > -- Gene LeDuc, GSEC Security Analyst San Diego State University From wtm2 at cornell.edu Thu Oct 2 20:29:15 2008 From: wtm2 at cornell.edu (W. Thornton Martin) Date: Thu, 02 Oct 2008 20:29:15 -0400 Subject: [rt-users] Obtaining ticket ID from rt-mailgate in Procmail In-Reply-To: <48E3D7FC.3020209@cornell.edu> References: <48E3D7FC.3020209@cornell.edu> Message-ID: <48E5675B.3060503@cornell.edu> I worked things out by using the rt-mailgate --debug option, which returns the ticket number as part of its output. This is what I see in the third line:. ,okTicket: 105Queue: Owner:,NobodyStatus: Subject:,Requestor: # pipe stderr to rt-mailgate & grab ticket ID (need to redirect stderr in order for sed to access it) :0 { # put into RT (preserve ticket number). :0fw c { TICKET=`/opt/local/rt/bin/rt-mailgate --debug --extension ticket --queue ${RTQUEUE} --action correspond --url ${RT_URL} 3>&1 1>&2 2>&3|/usr/bin/sed -e '1,3d' -e 's/^\(.*Ticket:[ ]*\)\([0-9]\{1,\}\)\(.*\)\$/\2/'` } Perhaps someone can think of an alternate solution, but this works reliably for me. W. Thornton Martin wrote: > I am calling rt-mailgate from Procmail and need to capture the ticket id > of the ticket it creates. The tickets are created correctly, but I need > this ticket id to pass to another script in Procmail. > > Does anyone have an example of this? > > Thank you, > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From tbskyd at gmail.com Thu Oct 2 22:19:50 2008 From: tbskyd at gmail.com (d tbsky) Date: Fri, 3 Oct 2008 10:19:50 +0800 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A40536B@sticore.securetechnologies.ca.local> References: <49002b820809292119k2f0c5858jc8a1936a2143494f@mail.gmail.com> <280541245EBA5E4C8962C64B522AFE9A40536B@sticore.securetechnologies.ca.local> Message-ID: <49002b820810021919h6ea5f8ds2f979d924705f054@mail.gmail.com> 2008/9/30 Gabriel Cadieux : > it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; > > the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. > > i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. > > good luck to all affected by this ubiquitous issue. > disable ssl slow down the segfault. our rt system runs for 3 days. it segfault almost every day before. but the problem is still there. i now again wondering about mod_perl.. From tgreen at accuship.com Fri Oct 3 09:15:35 2008 From: tgreen at accuship.com (Todd A. Green) Date: Fri, 03 Oct 2008 08:15:35 -0500 Subject: [rt-users] Queue Permissions issue since upgrade to 3.8.1. Message-ID: <48E61AF7.8040904@accuship.com> I am setting up my first new queue since upgraded to 3.8.1 and have run into an odd issue. The queue is setup, my user (SuperUser) can see it in Quick Search, can open/view tickets, but the queue does not appear in the 'New Ticket In' list of queues. Also when I select Basic on a ticket in the queue the queue name is set to - and the name of the queue the ticket is in does not appear in the list. I as a test I have granted every permission possible at the global/queue/group/user level for my account, but to no effect. Suggestions? Thanks, Todd From sturner at MIT.EDU Fri Oct 3 09:18:25 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 03 Oct 2008 09:18:25 -0400 Subject: [rt-users] Queue Permissions issue since upgrade to 3.8.1. In-Reply-To: <48E61AF7.8040904@accuship.com> References: <48E61AF7.8040904@accuship.com> Message-ID: On Fri, 03 Oct 2008 09:15:35 -0400, Todd A. Green wrote: > I am setting up my first new queue since upgraded to 3.8.1 and have run > into an odd issue. > > The queue is setup, my user (SuperUser) can see it in Quick Search, can > open/view tickets, but the queue does not appear in the 'New Ticket In' > list of queues. Also when I select Basic on a ticket in the queue the > queue name is set to - and the name of the queue the ticket is in does > not appear in the list. > > I as a test I have granted every permission possible at the > global/queue/group/user level for my account, but to no effect. > > Suggestions? > > Thanks, > > Todd Did you log out & back in since you created the queue? Steve From alexyoung at scoutsolutions.co.uk Fri Oct 3 09:39:13 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Fri, 3 Oct 2008 14:39:13 +0100 Subject: [rt-users] Search results for TimeTaken for time sheets Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64AA6C30@s-wor-e-001.SCOUTSOFFICE.local> Is it possible to get search results with a sum of the TimeTaken values from the Transactions table? Our internal developers need to fill out time sheets each week. At the moment this is labour intensive so I have been trying to work out a way to pull the time out of the tickets for the previous week. I thought I had it with the following: Search Query: Owner = '__CurrentUser__' AND Updated > '1 week ago' AND TimeWorked > 1 Results format: '__id__/TITLE:#', '__Subject__/TITLE:Subject', '__Priority__', '__QueueName__', '__ExtendedStatus__', '__TimeWorked__', '__TimeEstimated__' This returns all tickets that have been worked on the last week, but shows the total time ever worked on the ticket, which isn't any good. I see the transactions table contains a TimeTaken value. The ideal solution would be to add up all the TimeTaken values from the last 7 days and display them in the search results. I thought maybe I could have modified the http://wiki.bestpractical.com/view/TimeWorked code, but the date part of that didn't, and I have been unable to get it to work. It just returns all results from every queue. Any pointers? After spending the last week working on RT and reading the wiki and mailing lists I am stuck. Thanks, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From AdamSmith at venda.com Fri Oct 3 10:32:06 2008 From: AdamSmith at venda.com (Adam Smith) Date: Fri, 3 Oct 2008 15:32:06 +0100 Subject: [rt-users] How to add mandatory custom field to "quick ticket creation" area In-Reply-To: <19789174.post@talk.nabble.com> References: <48D1E7216E619D45856C6BC36D2F067306B17248@kaplanitmail1.alpha.kaplaninc.com> <19789174.post@talk.nabble.com> Message-ID: <58D314F0-4CD5-41E9-B60E-908EE7599E40@venda.com> On 2 Oct 2008, at 23:56, JohannS wrote: > > Sorry i was a bit quick on the trigger and found many posts on this, > but if > somebody could assist with 3.8.1 that would be very much appreciated. I have found many too, and I've done what they all say to no avail. I have: 1 - Created a Custom Field 2 - Set Validation to Mandatory 3 - Ensured AssignCustomFields is allowed by the group But it still lets tickets be created without the field set. It just seems to ignore the fact that I've made it Mandatory. Rt 3.6.3. Any other suggestions? Cheers -- Adam Smith Platform Operations Team Leader Venda, Ltd. AdamSmith at venda.com From gcadieux at securetechnologies.ca Fri Oct 3 10:36:18 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Fri, 3 Oct 2008 10:36:18 -0400 Subject: [rt-users] How to add mandatory custom field to "quick ticketcreation" area In-Reply-To: <58D314F0-4CD5-41E9-B60E-908EE7599E40@venda.com> Message-ID: <280541245EBA5E4C8962C64B522AFE9A40538C@sticore.securetechnologies.ca.local> that's odd.. maybe there's a bug in 3.6.3? i have 3.6.7 here and all it sure refuses to let me create a ticket (not quick-create, the standard one) without entering something in the mandatory field(s). although i am still logged in as root, still setting it up.. dunno if that would change anything.. maybe RT ignores the fields because your regular users don't have the proper rights set to create a ticket with them? i dunno. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Adam Smith Sent: Friday, October 03, 2008 9:32 AM To: JohannS Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to add mandatory custom field to "quick ticketcreation" area On 2 Oct 2008, at 23:56, JohannS wrote: > > Sorry i was a bit quick on the trigger and found many posts on this, > but if > somebody could assist with 3.8.1 that would be very much appreciated. I have found many too, and I've done what they all say to no avail. I have: 1 - Created a Custom Field 2 - Set Validation to Mandatory 3 - Ensured AssignCustomFields is allowed by the group But it still lets tickets be created without the field set. It just seems to ignore the fact that I've made it Mandatory. Rt 3.6.3. Any other suggestions? Cheers -- Adam Smith Platform Operations Team Leader Venda, Ltd. AdamSmith at venda.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 AdamSmith at venda.com Fri Oct 3 11:17:05 2008 From: AdamSmith at venda.com (Adam Smith) Date: Fri, 3 Oct 2008 16:17:05 +0100 Subject: [rt-users] How to add mandatory custom field to "quick ticketcreation" area In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A40538C@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A40538C@sticore.securetechnologies.ca.local> Message-ID: On 3 Oct 2008, at 15:36, Gabriel Cadieux wrote: > maybe RT ignores the fields because your regular users don't have > the proper rights set to create a ticket with them? They can definitely create a brand new ticket and the values become set. It's just the fact that it sadly allows them to be created while unset... -- Adam Smith Platform Operations Team Leader Venda, Ltd. AdamSmith at venda.com From murali at startouchinc.com Fri Oct 3 10:36:38 2008 From: murali at startouchinc.com (Muralidhar) Date: Fri, 03 Oct 2008 20:06:38 +0530 Subject: [rt-users] Corrupted Attachments Message-ID: <48E62DF6.5000704@startouchinc.com> After upgrading to 3.8.1 we are not able view any attachments. Only thing we can see in the attachment is blank. Can any on help me on this. RT version: 3.8.1 perl: 5.8.5 OS: Redhat Enterprise Linux 4WS Regards Murali From filipe at sapia.uminho.pt Fri Oct 3 12:09:50 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Fri, 3 Oct 2008 17:09:50 +0100 Subject: [rt-users] RT 3.8 - Ignore some email messages Message-ID: <2631CB50A94F5A4998D56D158D071D6B5136@BEFUNCIONARIOS.uminho.pt> Hi, I dont want RT to create new tickets ID if the subject message contains the expression we used in our old helpdesk response software. How can i do this? Ignoring the messages with fetchmail? (is this possible?) By script telling RT to not create an incident to those messages? (RegEx?) Any code samples? Ideas? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at iandocherty.com Fri Oct 3 11:57:53 2008 From: rt at iandocherty.com (Ian Docherty) Date: Fri, 03 Oct 2008 16:57:53 +0100 Subject: [rt-users] RT logs me off (losing cookies) Message-ID: <48E64101.7040202@iandocherty.com> Hi I have recently installed RT 3.8.1 on a new machine (importing an older database) and all seems fine except that I frequently get logged off when I click on a link. Typically after a few seconds or so. Most frequently when I click on a 'new search' lnk, but not exclusively. I have cleared the mason_data/obj directory (since I changed my domain name and thought that might upset things). I have cleared the cookie in my browser and checked it is created again (it is) but other people with other browsers have the same problem. The problem occurs whatever value of $AutoLogoff I use (originally it was 0, now it is 60). Any other ideas? Regards Ian -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcadieux at securetechnologies.ca Fri Oct 3 12:15:52 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Fri, 3 Oct 2008 12:15:52 -0400 Subject: [rt-users] RT logs me off (losing cookies) In-Reply-To: <48E64101.7040202@iandocherty.com> Message-ID: <280541245EBA5E4C8962C64B522AFE9A405391@sticore.securetechnologies.ca.local> it sounds to me like you're experiencing the common session storage issue... i fixed it by enabling dist-stored sessions through apache in RT_SiteConfig.pm rather than using mysql-stored ones. note that this doesn't actually fix the problem per-se, but is actually a viable workaround if you don't mind using the OS's filesystem to store your httpd sessions rather than your database. -gabe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Ian Docherty Sent: Friday, October 03, 2008 10:58 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT logs me off (losing cookies) Hi I have recently installed RT 3.8.1 on a new machine (importing an older database) and all seems fine except that I frequently get logged off when I click on a link. Typically after a few seconds or so. Most frequently when I click on a 'new search' lnk, but not exclusively. I have cleared the mason_data/obj directory (since I changed my domain name and thought that might upset things). I have cleared the cookie in my browser and checked it is created again (it is) but other people with other browsers have the same problem. The problem occurs whatever value of $AutoLogoff I use (originally it was 0, now it is 60). Any other ideas? Regards Ian -------------- next part -------------- An HTML attachment was scrubbed... URL: From bauch at jcpgroup.com Fri Oct 3 12:32:50 2008 From: bauch at jcpgroup.com (Auch, Benjamin) Date: Fri, 3 Oct 2008 11:32:50 -0500 Subject: [rt-users] RT logs me off (losing cookies) In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A405391@sticore.securetechnologies.ca.local> References: <48E64101.7040202@iandocherty.com> <280541245EBA5E4C8962C64B522AFE9A405391@sticore.securetechnologies.ca.local> Message-ID: <07CDA1D1CF57E44DA0F58F557A6C5BDD01419214@carbon.add-inc.com> I had this problem with 3.8.1 but with a new install. I just re-ran through the install and it corrected itself. I think if you upgrade there might be a problem with the DB datatype for the session column, it should be long-something... Try this: http://www.gossamer-threads.com/lists/rt/users/78094?search_string=login %20prompt;#78094 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel Cadieux Sent: Friday, October 03, 2008 11:16 AM To: Ian Docherty; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT logs me off (losing cookies) it sounds to me like you're experiencing the common session storage issue... i fixed it by enabling dist-stored sessions through apache in RT_SiteConfig.pm rather than using mysql-stored ones. note that this doesn't actually fix the problem per-se, but is actually a viable workaround if you don't mind using the OS's filesystem to store your httpd sessions rather than your database. -gabe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Ian Docherty Sent: Friday, October 03, 2008 10:58 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT logs me off (losing cookies) Hi I have recently installed RT 3.8.1 on a new machine (importing an older database) and all seems fine except that I frequently get logged off when I click on a link. Typically after a few seconds or so. Most frequently when I click on a 'new search' lnk, but not exclusively. I have cleared the mason_data/obj directory (since I changed my domain name and thought that might upset things). I have cleared the cookie in my browser and checked it is created again (it is) but other people with other browsers have the same problem. The problem occurs whatever value of $AutoLogoff I use (originally it was 0, now it is 60). Any other ideas? Regards Ian The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcadieux at securetechnologies.ca Fri Oct 3 12:36:21 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Fri, 3 Oct 2008 12:36:21 -0400 Subject: [rt-users] RT logs me off (losing cookies) In-Reply-To: <07CDA1D1CF57E44DA0F58F557A6C5BDD01419214@carbon.add-inc.com> Message-ID: <280541245EBA5E4C8962C64B522AFE9A405392@sticore.securetechnologies.ca.local> i believe the fix mentioned changing the type from LONGTEXT to LONGBLOB... -----Original Message----- From: Auch, Benjamin [mailto:bauch at jcpgroup.com] Sent: Friday, October 03, 2008 11:33 AM To: Gabriel Cadieux; Ian Docherty; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT logs me off (losing cookies) I had this problem with 3.8.1 but with a new install. I just re-ran through the install and it corrected itself. I think if you upgrade there might be a problem with the DB datatype for the session column, it should be long-something... Try this: http://www.gossamer-threads.com/lists/rt/users/78094?search_string=login%20prompt;#78094 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel Cadieux Sent: Friday, October 03, 2008 11:16 AM To: Ian Docherty; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT logs me off (losing cookies) it sounds to me like you're experiencing the common session storage issue... i fixed it by enabling dist-stored sessions through apache in RT_SiteConfig.pm rather than using mysql-stored ones. note that this doesn't actually fix the problem per-se, but is actually a viable workaround if you don't mind using the OS's filesystem to store your httpd sessions rather than your database. -gabe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Ian Docherty Sent: Friday, October 03, 2008 10:58 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT logs me off (losing cookies) Hi I have recently installed RT 3.8.1 on a new machine (importing an older database) and all seems fine except that I frequently get logged off when I click on a link. Typically after a few seconds or so. Most frequently when I click on a 'new search' lnk, but not exclusively. I have cleared the mason_data/obj directory (since I changed my domain name and thought that might upset things). I have cleared the cookie in my browser and checked it is created again (it is) but other people with other browsers have the same problem. The problem occurs whatever value of $AutoLogoff I use (originally it was 0, now it is 60). Any other ideas? Regards Ian The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Fri Oct 3 12:39:52 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 03 Oct 2008 09:39:52 -0700 Subject: [rt-users] RT 3.8 - Ignore some email messages Message-ID: <6.2.1.2.2.20081003093944.0268add8@mail.sdsu.edu> Hi Felipe, If RT gets the message, it will always create the ticket, but you can use an OnCreate scrip to delete it ( $self->TicketObj->SetStatus("Deleted") ) if the subject line meets your criteria. If you don't want a ticket to be created at all, you probably need to keep it away from RT altogether. Blocking it before RT gets it will also reduce the number of users and groups cluttering up your database. That said, I don't know how to block it with your mail software. Regards, Gene At 09:09 AM 10/3/2008, Filipe Jos? Silva Clemente wrote: >Hi, > >I dont want RT to create new tickets ID if the subject message contains >the expression we used in our old helpdesk response software. > >How can i do this? >Ignoring the messages with fetchmail? (is this possible?) >By script telling RT to not create an incident to those messages? (RegEx?) > > >Any code samples? Ideas? > >TIA, >Filipe >Portugal -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Oct 3 12:43:02 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 03 Oct 2008 09:43:02 -0700 Subject: [rt-users] How to add mandatory custom field to "quick ticket creation" area In-Reply-To: <58D314F0-4CD5-41E9-B60E-908EE7599E40@venda.com> References: <48D1E7216E619D45856C6BC36D2F067306B17248@kaplanitmail1.alpha.kaplaninc.com> <19789174.post@talk.nabble.com> <58D314F0-4CD5-41E9-B60E-908EE7599E40@venda.com> Message-ID: <48E64B96.4050307@lbl.gov> Adam, Assuming you are talking about a "Ticket" Custom Field, I have to ask if you: 1) Applied the CF to a Queue and 2) Set the CF rights for the Groups that will be using the queue where the Ticket CF is applied (ie. "SeeCustomField" and "ModifyCustomField"). "AssignCustomFields" does not necessarily let someone SEE or Modify the CF in a ticket. We use 3.6.4 and we have over 25 Custom Fields used in various combinations by various Queues and we do not have nay problem. I would have to know how ALL you privileges (Global, Queues, CF's/Groups) have been set in order to persue this further. Hope this helps. Kenn LBNL On 10/3/2008 7:32 AM, Adam Smith wrote: > On 2 Oct 2008, at 23:56, JohannS wrote: > >> Sorry i was a bit quick on the trigger and found many posts on this, >> but if >> somebody could assist with 3.8.1 that would be very much appreciated. > > I have found many too, and I've done what they all say to no avail. > > I have: > > 1 - Created a Custom Field > 2 - Set Validation to Mandatory > 3 - Ensured AssignCustomFields is allowed by the group > > But it still lets tickets be created without the field set. It just > seems to ignore the fact that I've made it Mandatory. > > Rt 3.6.3. > > Any other suggestions? > > > Cheers > From elacour at easter-eggs.com Fri Oct 3 12:45:53 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 3 Oct 2008 18:45:53 +0200 Subject: [rt-users] RT 3.8 - Ignore some email messages In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B5136@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B5136@BEFUNCIONARIOS.uminho.pt> Message-ID: <20081003164552.GC10081@easter-eggs.com> On Fri, Oct 03, 2008 at 05:09:50PM +0100, Filipe Jos? Silva Clemente wrote: > Hi, > > I dont want RT to create new tickets ID if the subject message contains the expression we used in our old helpdesk response software. > > How can i do this? > > Ignoring the messages with fetchmail? (is this possible?) > By script telling RT to not create an incident to those messages? (RegEx?) > > Here I do this on the mta (postfix). If you can't modify it's configuration, then you can make your fetchmail deliver to a local account instead of rt-mailgate, then use procmail to filter and submit only wanted messages to rt-mailgate. From AdamSmith at venda.com Fri Oct 3 12:48:56 2008 From: AdamSmith at venda.com (Adam Smith) Date: Fri, 3 Oct 2008 17:48:56 +0100 Subject: [rt-users] How to add mandatory custom field to "quick ticket creation" area In-Reply-To: <48E64B96.4050307@lbl.gov> References: <48D1E7216E619D45856C6BC36D2F067306B17248@kaplanitmail1.alpha.kaplaninc.com> <19789174.post@talk.nabble.com> <58D314F0-4CD5-41E9-B60E-908EE7599E40@venda.com> <48E64B96.4050307@lbl.gov> Message-ID: <63A291D4-9E2B-47C1-BD45-CAA30244E082@venda.com> On 3 Oct 2008, at 17:43, Kenneth Crocker wrote: > Adam, > > Assuming you are talking about a "Ticket" Custom Field, I have to > ask if you: > > 1) Applied the CF to a Queue and I have > 2) Set the CF rights for the Groups that will be using the queue > where the Ticket CF is applied (ie. "SeeCustomField" and > "ModifyCustomField"). The Everyone group has the ability to both see and modify this field. > "AssignCustomFields" does not necessarily let someone SEE or Modify > the CF in a ticket. > We use 3.6.4 and we have over 25 Custom Fields used in various > combinations by various Queues and we do not have nay problem. I > would have to know how ALL you privileges (Global, Queues, CF's/ > Groups) have been set in order to persue this further. Hope this > helps. I am making changes to an existing installation and the permissions are all very open. There are a number of groups but one company-level one as well which has fairly open privileges. Once a ticket is created (or indeed, on create) the user is able to add values or modify values on this field, which tends to indicate that they have the appropriate permission. It just seems as though RT is ignoring the fact that I've set "Mandatory"... Thanks for your help :) -- Adam Smith AdamSmith at venda.com From KFCrocker at lbl.gov Fri Oct 3 13:08:04 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 03 Oct 2008 10:08:04 -0700 Subject: [rt-users] How to add mandatory custom field to "quick ticket creation" area In-Reply-To: <63A291D4-9E2B-47C1-BD45-CAA30244E082@venda.com> References: <48D1E7216E619D45856C6BC36D2F067306B17248@kaplanitmail1.alpha.kaplaninc.com> <19789174.post@talk.nabble.com> <58D314F0-4CD5-41E9-B60E-908EE7599E40@venda.com> <48E64B96.4050307@lbl.gov> <63A291D4-9E2B-47C1-BD45-CAA30244E082@venda.com> Message-ID: <48E65174.1040204@lbl.gov> Adam, Question; are ALL users not able to see/modify this field or just unprivileged users? Kenn LBNL On 10/3/2008 9:48 AM, Adam Smith wrote: > > On 3 Oct 2008, at 17:43, Kenneth Crocker wrote: > >> Adam, >> >> Assuming you are talking about a "Ticket" Custom Field, I have to >> ask if you: >> >> 1) Applied the CF to a Queue and > > I have > >> 2) Set the CF rights for the Groups that will be using the queue where >> the Ticket CF is applied (ie. "SeeCustomField" and "ModifyCustomField"). > > The Everyone group has the ability to both see and modify this field. > >> "AssignCustomFields" does not necessarily let someone SEE or >> Modify the CF in a ticket. >> We use 3.6.4 and we have over 25 Custom Fields used in various >> combinations by various Queues and we do not have nay problem. I would >> have to know how ALL you privileges (Global, Queues, CF's/Groups) have >> been set in order to persue this further. Hope this helps. > > I am making changes to an existing installation and the permissions are > all very open. There are a number of groups but one company-level one > as well which has fairly open privileges. > > Once a ticket is created (or indeed, on create) the user is able to add > values or modify values on this field, which tends to indicate that they > have the appropriate permission. It just seems as though RT is ignoring > the fact that I've set "Mandatory"... > > > Thanks for your help :) > > > From filipe at sapia.uminho.pt Fri Oct 3 13:12:13 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Fri, 3 Oct 2008 18:12:13 +0100 Subject: [rt-users] RT 3.8 - Append last user reply to helpdesk answer Message-ID: <2631CB50A94F5A4998D56D158D071D6B5137@BEFUNCIONARIOS.uminho.pt> Hi, How can i append automaticaly the last user email message, to the helpdesk answer to the user. TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt at corp.spry.com Fri Oct 3 13:40:11 2008 From: matt at corp.spry.com (Matt Simerson) Date: Fri, 3 Oct 2008 10:40:11 -0700 Subject: [rt-users] Corrupted Attachments In-Reply-To: <48E62DF6.5000704@startouchinc.com> References: <48E62DF6.5000704@startouchinc.com> Message-ID: <5019CC86-52A9-4E91-9B86-FD855311EDAD@corp.spry.com> I can confirm this issue as we're seeing the same here. We have two RT installs, both pointed at the same central database. The old version of RT (3.4.2) works properly. If I route the email messages to the new RT 3.8.1 server, then we end up with corrupted attachments. I have checked my MTA, http, and MySQL settings, making sure I wasn't limiting attachment sizes. All have 10M limits. For now, I routed mail back to the old RT install. Matt On Oct 3, 2008, at 7:36 AM, Muralidhar wrote: > After upgrading to 3.8.1 we are not able view any attachments. Only > thing we can see in the attachment is blank. Can any on help me on > this. > > RT version: 3.8.1 > perl: 5.8.5 > OS: Redhat Enterprise Linux 4WS > > > Regards > Murali > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From gcadieux at securetechnologies.ca Fri Oct 3 13:42:38 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Fri, 3 Oct 2008 13:42:38 -0400 Subject: [rt-users] Corrupted Attachments In-Reply-To: <5019CC86-52A9-4E91-9B86-FD855311EDAD@corp.spry.com> Message-ID: <280541245EBA5E4C8962C64B522AFE9A405394@sticore.securetechnologies.ca.local> isn't the an upgrade process to change some stuff related to the DB schema in order to accomodate the new installation/codebase when upgrading to 3.8? -gabe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Matt Simerson Sent: Friday, October 03, 2008 12:40 PM To: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Corrupted Attachments I can confirm this issue as we're seeing the same here. We have two RT installs, both pointed at the same central database. The old version of RT (3.4.2) works properly. If I route the email messages to the new RT 3.8.1 server, then we end up with corrupted attachments. I have checked my MTA, http, and MySQL settings, making sure I wasn't limiting attachment sizes. All have 10M limits. For now, I routed mail back to the old RT install. Matt On Oct 3, 2008, at 7:36 AM, Muralidhar wrote: > After upgrading to 3.8.1 we are not able view any attachments. Only > thing we can see in the attachment is blank. Can any on help me on > this. > > RT version: 3.8.1 > perl: 5.8.5 > OS: Redhat Enterprise Linux 4WS > > > Regards > Murali > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 matt at corp.spry.com Fri Oct 3 13:45:22 2008 From: matt at corp.spry.com (Matt Simerson) Date: Fri, 3 Oct 2008 10:45:22 -0700 Subject: [rt-users] Corrupted Attachments In-Reply-To: <5019CC86-52A9-4E91-9B86-FD855311EDAD@corp.spry.com> References: <48E62DF6.5000704@startouchinc.com> <5019CC86-52A9-4E91-9B86-FD855311EDAD@corp.spry.com> Message-ID: <1C5F6C33-EB36-4C36-8AB5-12CA4027CF2B@corp.spry.com> On Oct 3, 2008, at 10:40 AM, Matt Simerson wrote: > > I can confirm this issue as we're seeing the same here. > > We have two RT installs, both pointed at the same central database. > The old version of RT (3.4.2) works properly. If I route the email > messages to the new RT 3.8.1 server, then we end up with corrupted > attachments. > > I have checked my MTA, http, and MySQL settings, making sure I > wasn't limiting attachment sizes. All have 10M limits. For now, I > routed mail back to the old RT install. > > Matt I forgot to include: [matt at rt ~]$ uname -a Linux rt.spry.com 2.6.18-ovz028stab039.1-smp #1 SMP Tue Jul 24 12:12:48 MSD 2007 i686 i686 i386 GNU/Linux [matt at rt ~]$ cat /etc/redhat-release CentOS release 5.2 (Final) [matt at rt ~]$ perl -V | head -n4 Summary of my perl5 (revision 5 version 8 subversion 8) configuration: Platform: osname=linux, osvers=2.6.18-53.1.14.el5pae, archname=i386-linux- thread-multi uname='linux builder16.centos.org 2.6.18-53.1.14.el5pae #1 smp wed mar 5 12:07:47 est 2008 i686 athlon i386 gnulinux ' Using the latest version of all CPAN modules as of 9/27/08. Matt > On Oct 3, 2008, at 7:36 AM, Muralidhar wrote: > >> After upgrading to 3.8.1 we are not able view any attachments. Only >> thing we can see in the attachment is blank. Can any on help me on >> this. >> >> RT version: 3.8.1 >> perl: 5.8.5 >> OS: Redhat Enterprise Linux 4WS >> >> >> Regards >> Murali >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > From d.hill at yournetplus.com Fri Oct 3 13:49:31 2008 From: d.hill at yournetplus.com (Duane Hill) Date: Fri, 3 Oct 2008 17:49:31 +0000 (UTC) Subject: [rt-users] Corrupted Attachments In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A405394@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A405394@sticore.securetechnologies.ca.local> Message-ID: On Fri, 3 Oct 2008, Gabriel Cadieux wrote: > isn't the an upgrade process to change some stuff related to the DB schema > in order to accomodate the new installation/codebase when upgrading to 3.8? Yes. I've seen this dicussion numerous times in the past and know it to be an issue with following the upgrade path. Perhaps I didn't follow the previous conversation paths correctly. From gcadieux at securetechnologies.ca Fri Oct 3 14:12:53 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Fri, 3 Oct 2008 14:12:53 -0400 Subject: [rt-users] Corrupted Attachments In-Reply-To: Message-ID: <280541245EBA5E4C8962C64B522AFE9A405395@sticore.securetechnologies.ca.local> i was sure there was some kind of script to be run to convert the tables or something? can someone please reference the info i'm talking about here? thanks. -gabe -----Original Message----- From: Duane Hill [mailto:d.hill at yournetplus.com] Sent: Friday, October 03, 2008 12:50 PM To: Gabriel Cadieux Cc: Matt Simerson; RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Corrupted Attachments On Fri, 3 Oct 2008, Gabriel Cadieux wrote: > isn't the an upgrade process to change some stuff related to the DB schema > in order to accomodate the new installation/codebase when upgrading to 3.8? Yes. I've seen this dicussion numerous times in the past and know it to be an issue with following the upgrade path. Perhaps I didn't follow the previous conversation paths correctly. From matt at corp.spry.com Fri Oct 3 14:20:55 2008 From: matt at corp.spry.com (Matt Simerson) Date: Fri, 3 Oct 2008 11:20:55 -0700 Subject: [rt-users] Corrupted Attachments In-Reply-To: References: <280541245EBA5E4C8962C64B522AFE9A405394@sticore.securetechnologies.ca.local> Message-ID: On Oct 3, 2008, at 10:49 AM, Duane Hill wrote: > On Fri, 3 Oct 2008, Gabriel Cadieux wrote: > >> isn't the an upgrade process to change some stuff related to the DB >> schema >> in order to accomodate the new installation/codebase when upgrading >> to 3.8? > > Yes. I've seen this dicussion numerous times in the past and know it > to be an issue with following the upgrade path. Perhaps I didn't > follow the previous conversation paths correctly. That would be plausible except: a. my RT 3.8.1 install is a brand spanking new install. b. my RT 3.4.2 install is untouched. c. the only thing 'upgraded' about my RT environment is the database tables. Attachments are corrupted if mail is routed to the 3.8.1 install. They are not when routed to the 3.4.2 install. Matt I followed the upgrade documents to the letter in my test environment with a snapshot of the database. The ALTER tables process might work well for folks with a smaller data set but with 18GB of data, it takes four hours to run on a E5310 Xeon with dedicated disks. That is far too long to have our systems out of production. Changing the character set of the database tables from latin to UTF can be done far more quickly and with less risk by dumping the database to disk, using sed to alter the dump file, and then importing. That process is hours faster. From illicit at freemail.gr Fri Oct 3 17:13:49 2008 From: illicit at freemail.gr (illicit at freemail.gr) Date: Sat, 4 Oct 2008 00:13:49 +0300 Subject: [rt-users] toptabs missing after ubuntu package installed Message-ID: <48e68b0d57fbf7.60570755@freemail.gr> I've been trying to fix toptabs so that they're been shown but no luck. While i've read in the mailing archive for some issues with left nav bar missing, there seems to be nothing wrong with the 3.6.4 version! I've compared /usr/local/share/request-tracker3.6/html/Elements/Tabs with a working version of 3.6.4 that has toptabs visible, hell i've compared many files related to tabs (like Elements and Callback) but no lack, their the same. on the main bar i have Home, Tickets (which by the way is broken still), Configuration, Preferences, Approval and Statistics. When i'm displaying a ticket, i get to view Comment, Reply and Resolve on topactions but nothing on the right div of toptabs. Empty. Other than this it's a perfect working version of RT Any help would be much appreciated. From illicit at freemail.gr Sat Oct 4 06:45:55 2008 From: illicit at freemail.gr (illicit at freemail.gr) Date: Sat, 4 Oct 2008 13:45:55 +0300 Subject: [rt-users] toptabs missing after ubuntu package installed References: <48e68b0d57fbf7.60570755@freemail.gr> Message-ID: <48e7496312d313.21699402@freemail.gr> Hello again. After several searching the web i fixed this. Well, i've been trying to fix the Tickets Tab as well so i've came up with this: http://www.gossamer-threads.com/lists/rt/users/18630#18630 So i just did a perl -MCPAN -e "install DBIx::SearchBuilder" After everything was installed, i restarted apache and not only the Simple Search apeared and the Tickets link is working, it seems that this fixed the toptabs that now appear normally. Hope helps anyone with the same problems Thanks > > I've been trying to fix toptabs so that they're been shown but no luck. > > While i've read in the mailing archive for some issues with left nav bar missing, there seems to be nothing wrong with the 3.6.4 version! > > I've compared /usr/local/share/request-tracker3.6/html/Elements/Tabs with a working version of 3.6.4 that has toptabs visible, hell i've compared many files related to tabs (like Elements and Callback) but no lack, their the same. > > on the main bar i have Home, Tickets (which by the way is broken still), Configuration, Preferences, Approval and Statistics. > When i'm displaying a ticket, i get to view Comment, Reply and Resolve on topactions but nothing on the right div of toptabs. Empty. > > Other than this it's a perfect working version of RT > > Any help would be much appreciated. > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Sat Oct 4 11:57:58 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 4 Oct 2008 11:57:58 -0400 Subject: [rt-users] Corrupted Attachments In-Reply-To: References: <280541245EBA5E4C8962C64B522AFE9A405394@sticore.securetechnologies.ca.local> Message-ID: <20081004155758.GB19026@bestpractical.com> > > Yes. I've seen this dicussion numerous times in the past and know it > > to be an issue with following the upgrade path. Perhaps I didn't > > follow the previous conversation paths correctly. > > That would be plausible except: > > a. my RT 3.8.1 install is a brand spanking new install. > > b. my RT 3.4.2 install is untouched. > > c. the only thing 'upgraded' about my RT environment is the database > tables. Yes. This says pretty clearly that you didn't run the tool described in the 'UPGRADING' file in the RT 3.8.1 distribution. > Attachments are corrupted if mail is routed to the 3.8.1 install. They > are not when routed to the 3.4.2 install. > > Matt > > I followed the upgrade documents to the letter in my test environment > with a snapshot of the database. The ALTER tables process might work > well for folks with a smaller data set but with 18GB of data, it takes > four hours to run on a E5310 Xeon with dedicated disks. That is far > too long to have our systems out of production. > > Changing the character set of the database tables from latin to UTF > can be done far more quickly and with less risk by dumping the > database to disk, using sed to alter the dump file, and then > importing. That process is hours faster. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From fezile at omt.co.za Mon Oct 6 01:01:52 2008 From: fezile at omt.co.za (Fezile Dyele) Date: Mon, 06 Oct 2008 07:01:52 +0200 Subject: [rt-users] RT Slow to display Message-ID: <20081006070152.e8cn09baosss84gs@www.omt.co.za> After upgrade from 3.6.5 to 3.8.1 RT Slow to display after I click on top-left link [Tickets] I've also tried to do a fresh installation and loaded new schema. I then loaded my data which I created by: 'mysqldump -p rt3 --no-create-info --copmlete-insert > rt3.sql' Mysql shows slow query: # Time: 081005 23:01:40 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 7 Lock_time: 0 Rows_sent: 2288 Rows_examined: 197572 SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.MemberId = Principals_1.id ) WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId = CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User') AND (ACL_2.RightName = 'OwnTicket' OR ACL_2.RightName = 'SuperUser') AND ((ACL_2.ObjectType = 'RT::Queue') OR (ACL_2.ObjectType = 'RT::System')) ORDER BY main.Name ASC; Pls Help, Fezile From marco.avvisano at regione.toscana.it Mon Oct 6 05:26:21 2008 From: marco.avvisano at regione.toscana.it (Marco Avvisano) Date: Mon, 6 Oct 2008 11:26:21 +0200 Subject: [rt-users] can't quickly create ticket References: <20081006070152.e8cn09baosss84gs@www.omt.co.za> Message-ID: <11bf01c92795$98550990$2b01d59f@regione.toscana.it> I use 3.8.1, when i try to create quickly ticket, also from root, i get this error message: can't quickly create ticket in queue DBA because some cfs need to be set, please go to normal ticket creation page to do that. any suggestions, Marco From marco.avvisano at regione.toscana.it Mon Oct 6 05:37:15 2008 From: marco.avvisano at regione.toscana.it (Marco Avvisano) Date: Mon, 6 Oct 2008 11:37:15 +0200 Subject: [rt-users] custom fields validation References: <20081006070152.e8cn09baosss84gs@www.omt.co.za> Message-ID: <11c801c92797$1e65e8f0$2b01d59f@regione.toscana.it> I would like to have a custom field alphanumeric min 1 max 8 char I try to use: (?#alfanum max 8)^[a-zA-Z0-9]{1,8} $ but don't work. i know very little regular expression .. what's is wrong in my rexp? thanks for help, Marco From elacour at easter-eggs.com Mon Oct 6 05:43:35 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 6 Oct 2008 11:43:35 +0200 Subject: [rt-users] custom fields validation In-Reply-To: <11c801c92797$1e65e8f0$2b01d59f@regione.toscana.it> References: <20081006070152.e8cn09baosss84gs@www.omt.co.za> <11c801c92797$1e65e8f0$2b01d59f@regione.toscana.it> Message-ID: <20081006094335.GE3703@easter-eggs.com> On Mon, Oct 06, 2008 at 11:37:15AM +0200, Marco Avvisano wrote: > I would like to have a custom field alphanumeric min 1 max 8 char > I try to use: > > (?#alfanum max 8)^[a-zA-Z0-9]{1,8} $ > > but don't work. > i know very little regular expression .. > what's is wrong in my rexp? > You seems to have a space char " " before ending "$". From marco.avvisano at regione.toscana.it Mon Oct 6 06:00:46 2008 From: marco.avvisano at regione.toscana.it (Marco Avvisano) Date: Mon, 6 Oct 2008 12:00:46 +0200 Subject: [rt-users] custom fields validation References: <20081006070152.e8cn09baosss84gs@www.omt.co.za><11c801c92797$1e65e8f0$2b01d59f@regione.toscana.it> <20081006094335.GE3703@easter-eggs.com> Message-ID: <11e101c9279a$6768fb70$2b01d59f@regione.toscana.it> Acc... ! my eyes have some problems ...thanks Emmanuel, now it work Marco ----- Original Message ----- From: "Emmanuel Lacour" To: Sent: Monday, October 06, 2008 11:43 AM Subject: Re: [rt-users] custom fields validation > On Mon, Oct 06, 2008 at 11:37:15AM +0200, Marco Avvisano wrote: >> I would like to have a custom field alphanumeric min 1 max 8 char >> I try to use: >> >> (?#alfanum max 8)^[a-zA-Z0-9]{1,8} $ >> >> but don't work. >> i know very little regular expression .. >> what's is wrong in my rexp? >> > > You seems to have a space char " " before ending "$". > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From richih.mailinglist at gmail.com Mon Oct 6 06:18:04 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 6 Oct 2008 12:18:04 +0200 Subject: [rt-users] Changing RT's behaviour on ticket close Message-ID: <2d460de70810060318v7ccc4046ucb91ebe085f196e2@mail.gmail.com> 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 From filipe at sapia.uminho.pt Mon Oct 6 07:45:09 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Mon, 6 Oct 2008 12:45:09 +0100 Subject: [rt-users] RT 3.8 - Reply to the user (requestor) Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123C9DF@BEFUNCIONARIOS.uminho.pt> Hi, When the support team reply to an user ticket from RT 3.8 web console, i want that all messages the user sent to the support team (in history) goes with the email reply. How can i do this? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcadieux at securetechnologies.ca Mon Oct 6 08:46:39 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Mon, 6 Oct 2008 08:46:39 -0400 Subject: [rt-users] custom field width and other properties In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123C9DF@BEFUNCIONARIOS.uminho.pt> Message-ID: <280541245EBA5E4C8962C64B522AFE9A405398@sticore.securetechnologies.ca.local> hi list! happy monday :) now, i've looked everywhere i can think of and i can't for the life of me find anywhere to change the default width of custom fields (i.e. enter one value)... or to set them on an individual field basis.. my new ticket creation page looks like absolute garbage; i have fields that require an email address for example as input, and the field is not even 2 inches wide.. i want to make it bigger. if this isnt' possible on an invdividual field basis, how do i change the global defaults? thanks. -gabe -------------- next part -------------- An HTML attachment was scrubbed... URL: From filipe at sapia.uminho.pt Mon Oct 6 10:35:36 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Mon, 6 Oct 2008 15:35:36 +0100 Subject: [rt-users] RT 3.8: Text file attachments problem Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123C9EE@BEFUNCIONARIOS.uminho.pt> Hi, When i attach a text file (.txt) to a user reply from the rt 3.8 web console the user receives it, not attached, but "embedded" in the email message. The text file appears in the email body but the text i write to the user in the message disappears. Is this a bug or a configuration? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From jonathan+rt-users at hst.org.za Mon Oct 6 10:33:43 2008 From: jonathan+rt-users at hst.org.za (Jonathan McKeown) Date: Mon, 6 Oct 2008 16:33:43 +0200 Subject: [rt-users] Auth::ExternAuth (LDAP) and disabled users Message-ID: <200810061633.43653.jonathan+rt-users@hst.org.za> I'm using Auth::ExternalAuth with RT 3.6.6. I have a d_filter set in RT_SiteConfig.pm which identifies users who should be marked ``disabled'' - but this isn't picked up until the first time a user tries to log in to the Web interface. I'd rather be able to mark a user disabled in LDAP and have RT pick it up the next time there was any activity at all by the user. It feels as though perhaps I should be looking at the User->Load method (or near there at least) - but before I start fiddling, does anyone have any advice for me? Jonathan From richih.mailinglist at gmail.com Mon Oct 6 11:19:38 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 6 Oct 2008 17:19:38 +0200 Subject: [rt-users] Transforming all links within tickets to hyperlinks? Message-ID: <2d460de70810060819x3c5c12e2vc48a1ffd7eab6ca9@mail.gmail.com> Hi all, can I make some/all hyperlinks clickable in 3.8.1? Richard From alexyoung at scoutsolutions.co.uk Mon Oct 6 11:58:25 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Mon, 6 Oct 2008 16:58:25 +0100 Subject: [rt-users] Occasional Approvals Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64AA6D19@s-wor-e-001.SCOUTSOFFICE.local> Hi, I have been reading the wiki on the approval system. I managed to get it all setup and working. Just wondering if I have it right. Looks like I have to create two queues, one for the user to make an approval ticket, and the other for the actual approval ticket (___Approvals). Then when the manager approves a ticket, he would also need to move the ticket to the queue for the work to be started. Is there a way to be able to occasionally request approval on a ticket in another queue, rather than having a whole new queue for it? For instance, I create a new ticket in "IT Services" queue to install a new server. I require approval, so I set the ticket to "Seek approval" which would then create a ticket in the approvals queue. This stalls the ticket until the manager approves it. Once the manager sets the approval to accepted, it sets the hardware install ticket to "open". Can it be as simple as that example? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Oct 6 12:16:51 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 06 Oct 2008 09:16:51 -0700 Subject: [rt-users] Occasional Approvals In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64AA6D19@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64AA6D19@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <48EA39F3.4010105@lbl.gov> Alex, There are several ways to set up an "Approval" WorkFlow. We have 15 queues and not all use an approval mechanism. There is one set of 15 queues that uses 1 single queue as the "Approval" queue. Therefore, we do NOt use RT's method, but do have approvals using the regular queue setup, but with a set of scrips and permissions we have it set up so that the user is forced to send tickets to the "Approval" queue we have set up and from there, the scrips force set requirements before the ticket can be moved and WHEN it is moved to a normal "Support" queue. We do it this way: 1) Create a queue as "XX-Approvals" or "XX-Requests". The "XX" is for the group of applications that will use this queue for approvals. 2) Set up privileges for this queue to allow the different user groups (that USED to send tickets to the regular support queues) to create tickets in this queue ("CreateTicket", "SeeTicket", "SeeQueue", "CommentOnTicket", "ShowComments", "ShowOutgoingEmail", "ReplyToTicket"). 3) we REMOVE all privileges to the other "Support" queues from the aforementioned user groups. Obviously, we still allow the "Support" groups to create tickets in their own "Support" queues. 4) we set up the "Support" group that will act as "reviewers" and "Approvers" for the "Approval" queue. They will be able to change the ticket status to 'pending rv' and, if approved, 'rq approvd'. They also are able to move an approved ticket to the appropriate "Support" queue. 5) we have scrips set up that, for example, examine a ticket status when being moved to a "support" queue to ensure it is 'rqw approvd' along with other CF requirements. 6) we also have a scrip that forces the moved ticket owner to "Nobody" so that the new Queue Manager can assign the ticket without having to "Steal" it ANd we make sure the new Queue Manager (Admin) gets an email when the ticket arrives. All in all, with this one "Approval" queue set up with it's privileges in coorination with the "Support" queues, we keep the general user (Requestor) from creating tickets directly in a "Support" queue and ensure that tickets in the "Approval" queue are approved before they are allowed to be moved into a "Support" queue. Obviously, your infrastructure will be a bit different, but it IS definitely possible to have approvals differently that the way RT Approval does it. Hope this helps. Kenn LBNL On 10/6/2008 8:58 AM, Alex Young wrote: > Hi, > > I have been reading the wiki on the approval system. I managed > to get it all setup and working. > > > > Just wondering if I have it right. Looks like I have to create two > queues, one for the user to make an approval ticket, and the other for > the actual approval ticket (___Approvals). Then when the manager > approves a ticket, he would also need to move the ticket to the queue > for the work to be started. > > > > Is there a way to be able to occasionally request approval on a ticket > in another queue, rather than having a whole new queue for it? > > > > For instance, I create a new ticket in ?IT Services? queue to install a > new server. I require approval, so I set the ticket to ?Seek approval? > which would then create a ticket in the approvals queue. This stalls the > ticket until the manager approves it. Once the manager sets the approval > to accepted, it sets the hardware install ticket to ?open?. > > > > Can it be as simple as that example? > > > > Thanks. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From bernhard.hansbauer at greentube.com Mon Oct 6 12:25:15 2008 From: bernhard.hansbauer at greentube.com (Bernhard Hansbauer) Date: Mon, 6 Oct 2008 18:25:15 +0200 Subject: [rt-users] Queue-specific RTFM articles In-Reply-To: <48EA2F6E.3070600@greentube.com> References: <48EA2F6E.3070600@greentube.com> Message-ID: <48EA3BEB.6050100@greentube.com> Working with RT 3.8.1 and RTFM 2.4, I can't get queue-specific RTFM articles to work. According to the introduction it should be sufficient to create a topic structure, with the first element being called "Queues", and the subsequent topics named like the RT queues. On the next level, subtopics should be defined, and the articles attached to these subtopics. I tried my best to follow these instructions but couldn't get it to work. We are using RT in German - maybe that could be an issue? Any experiences? Any hint would be greatly appreciated, Bernhard From mike.peachey at jennic.com Mon Oct 6 12:46:57 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 06 Oct 2008 17:46:57 +0100 Subject: [rt-users] Auth::ExternAuth (LDAP) and disabled users In-Reply-To: <200810061633.43653.jonathan+rt-users@hst.org.za> References: <200810061633.43653.jonathan+rt-users@hst.org.za> Message-ID: <48EA4101.2000303@jennic.com> Jonathan McKeown wrote: > I'm using Auth::ExternalAuth with RT 3.6.6. > > I have a d_filter set in RT_SiteConfig.pm which identifies users who should be > marked ``disabled'' - but this isn't picked up until the first time a user > tries to log in to the Web interface. > > I'd rather be able to mark a user disabled in LDAP and have RT pick it up the > next time there was any activity at all by the user. > > It feels as though perhaps I should be looking at the User->Load method (or > near there at least) - but before I start fiddling, does anyone have any > advice for me? This is a little bit of a design flaw that I have also had to work around rather than spend time reprogramming. At the moment, user information (i.e. whether or not they are disabled as well as other info) is queried from the LDAP server at login. To disable them immediately would mean checking if the user is disabled every time an action is performed which would be quite a performance hit and would take quite a bit of reprogramming. I'm not sure what else to tell you other than good luck if you decide to try to reprogramme :) -- 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+rt-users at hst.org.za Mon Oct 6 17:01:07 2008 From: jonathan+rt-users at hst.org.za (Jonathan McKeown) Date: Mon, 6 Oct 2008 23:01:07 +0200 Subject: [rt-users] Auth::ExternAuth (LDAP) and disabled users In-Reply-To: <48EA4101.2000303@jennic.com> References: <200810061633.43653.jonathan+rt-users@hst.org.za> <48EA4101.2000303@jennic.com> Message-ID: <200810062301.07334.jonathan+rt-users@hst.org.za> On Monday 06 October 2008 18:46, Mike Peachey wrote: > Jonathan McKeown wrote: > > I'm using Auth::ExternalAuth with RT 3.6.6. > > > > I have a d_filter set in RT_SiteConfig.pm which identifies users who > > should be marked ``disabled'' - but this isn't picked up until the first > > time a user tries to log in to the Web interface. > > > > I'd rather be able to mark a user disabled in LDAP and have RT pick it up > > the next time there was any activity at all by the user. > > > > It feels as though perhaps I should be looking at the User->Load method > > (or near there at least) - but before I start fiddling, does anyone have > > any advice for me? > > This is a little bit of a design flaw that I have also had to work > around rather than spend time reprogramming. At the moment, user > information (i.e. whether or not they are disabled as well as other > info) is queried from the LDAP server at login. To disable them > immediately would mean checking if the user is disabled every time an > action is performed which would be quite a performance hit and would > take quite a bit of reprogramming. I'm not sure what else to tell you > other than good luck if you decide to try to reprogramme :) I may have overstated my case in my original message: if I need someone's account disabled immediately, my team and I will be going through all our systems making damn sure the account is manually locked out everywhere. What I would like to do is make it possible for an account which has been disabled in LDAP (under friendly circumstances) to disable itself in RT with minimum effort. As it stands, only an attempt to log in to RT trips the switch. Ideally, I'd like attempted ticket-creation to do the same thing (creating a ticket is the other big thing I don't want ex-users doing). More to the point, a user who exists as a disabled account in LDAP, but doesn't exist in RT, should never be autocreated in RT - especially not as a non-disabled account. (This one surprised me in testing today). My installation is tiny: 80 users averaging 5 tickets a day or so. I wonder if anyone could share some profiling information (even just to the nearest order of magnitude)? To lock out a user who is flagged disabled in LDAP, I can imagine hooking in to RT at: 1) HasRights call; 2) User->Load call; 3) Ticket->Create call. Any of these would probably achieve what I want: I would guess that I've listed them from the most frequently-called to the least, but I'd be hapy to be corrected - or hear a suggestion as to where I might plant a more efficient hook. Another option, of course, would be some sort of helper program/plugin which can bulk-update RT's internal disabled flags from the external source - then I could run that either manually or via cron. Jonathan From eli at gmnameplate.com Mon Oct 6 18:58:27 2008 From: eli at gmnameplate.com (Eli Altman) Date: Mon, 6 Oct 2008 15:58:27 -0700 Subject: [rt-users] RT 3.8 - Reply to the user (requestor) In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123C9DF@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B0123C9DF@BEFUNCIONARIOS.uminho.pt> Message-ID: You want a running history of correspondence between the requestor and the support team to be included in the body of the reply? Elias From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Filipe Jos? Silva Clemente Sent: Monday, October 06, 2008 4:45 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8 - Reply to the user (requestor) Importance: High Hi, When the support team reply to an user ticket from RT 3.8 web console, i want that all messages the user sent to the support team (in history) goes with the email reply. How can i do this? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From eli at gmnameplate.com Mon Oct 6 19:04:15 2008 From: eli at gmnameplate.com (Eli Altman) Date: Mon, 6 Oct 2008 16:04:15 -0700 Subject: [rt-users] can't quickly create ticket In-Reply-To: <11bf01c92795$98550990$2b01d59f@regione.toscana.it> References: <20081006070152.e8cn09baosss84gs@www.omt.co.za> <11bf01c92795$98550990$2b01d59f@regione.toscana.it> Message-ID: It sounds like you have some *required* Ticket custom fields that aren't available to fill in via the Quick Ticket Creation. If those fields weren't set as required, it would work fine. Otherwise, you'll need to mod the QuickCreate Element with the appropriate input field. It will require some HTML knowledge. Elias -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marco Avvisano Sent: Monday, October 06, 2008 2:26 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] can't quickly create ticket I use 3.8.1, when i try to create quickly ticket, also from root, i get this error message: can't quickly create ticket in queue DBA because some cfs need to be set, please go to normal ticket creation page to do that. any suggestions, Marco _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From sbwq00k02 at sneakemail.com Mon Oct 6 20:35:55 2008 From: sbwq00k02 at sneakemail.com (sbwq00k02 at sneakemail.com) Date: 7 Oct 2008 00:35:55 -0000 Subject: [rt-users] bookmarking a search seems to have been removed in 3.8.1 Message-ID: <5774-03437@sneakemail.com> We've upgraded to 3.8.1 three days after I started getting familiar for the first with the old version (that means I don't know what the old version was). One of the features I really liked was the ability to bookmark a search. At the top of the page in the old version, there was a link that let you bookmark it, now there's only the RSS feed and a few other options. Reading the Upgrade notes, I am lead to believe that the syntax had been changed, not that a feature had been removed. I know I can get almost the same functions by using the dashboard, creating a search, and then associating the search with the dashboard, but I'm having a hard time believing that the previous intuitive feature would be removed completely. Is that really the case or is it possible that the installation was not preformed correctly on our end? -- Mark Bova - Xtone Networks From blade at lansmash.com Tue Oct 7 02:19:09 2008 From: blade at lansmash.com (JB Hewitt - Blade) Date: Tue, 7 Oct 2008 16:19:09 +1000 Subject: [rt-users] Search in RT 3.6.5 results in http://Ticket/Display.html?id.... Message-ID: <9d880b9e0810062319i424b9a1dn9b770c3b156ba0d5@mail.gmail.com> Hi, I have upgrade my request tracker from 3.4 to 3.6 and have encountered an issue with any search. When I click on job categories or search for tickets, the ticket links have the wrong url and result in a link to http://Ticket/Display.html?i... instead of http://rt.mydomain.com/Ticket/Display.html?i... I have tried implementing this fix: http://wiki.bestpractical.com/view/RepairSearches which fixes my 10 Highest priority and 10 Unowned tickets on the frontpage but does not fix the Searches. I have looked in the database table of Attributes to see if there is a regular search query there like the other 10 highest/unowned but there isn't. The only other piece of information which might be useful is in the upgrade I changed the WebPath from "/rt" to "/". I can access the site no problem, but the searches do not work. Thanks all -- Regards, JB Hewitt www.lansmash.com From kschmitte at voiceobjects.com Tue Oct 7 05:36:18 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Tue, 7 Oct 2008 02:36:18 -0700 (PDT) Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> Message-ID: <19854610.post@talk.nabble.com> Hello All, I am facing the same issue as Dan describes below: On creation of a new reminder a "new ticket notification" is sent to the agents. As I now have seen from searching the Nabble list archive, the notification is in terms of the DB nothing else than a special kind of ticket, so this notification is in the first step OK. But: How can I prevent this notification? Our agents get confused with mails for thickets they don't see... Currently I have a global scrip to inform our agents of new tickets. Do I need to change this to queue-wise scrips? Thanks for any help! Kai Schmitte Lamers, Dan wrote: > > I've just started playing around with reminders in RT 3.6.0 and they > appear > to be working. However, whenever I create a reminder, it creates a new > ticket referencing the original and then sends email to the queue > watchers. > Is there anyway to prevent this behaviour? > > Thanks > Dan > > > [...cut by KS ...] > -- View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p19854610.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue Oct 7 05:47:11 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 7 Oct 2008 11:47:11 +0200 Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <19854610.post@talk.nabble.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> Message-ID: <20081007094710.GD3417@easter-eggs.com> On Tue, Oct 07, 2008 at 02:36:18AM -0700, kschmitte wrote: > > Hello All, > > I am facing the same issue as Dan describes below: > On creation of a new reminder a "new ticket notification" is sent to the > agents. > > As I now have seen from searching the Nabble list archive, the notification > is in terms of the DB nothing else than a special kind of ticket, so this > notification is in the first step OK. > > But: How can I prevent this notification? Our agents get confused with mails > for thickets they don't see... > > Currently I have a global scrip to inform our agents of new tickets. Do I > need to change this to queue-wise scrips? > I can't reproduce this here, can you give us the RT version used? From kschmitte at voiceobjects.com Tue Oct 7 05:54:30 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Tue, 7 Oct 2008 02:54:30 -0700 (PDT) Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <20081007094710.GD3417@easter-eggs.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> Message-ID: <19854928.post@talk.nabble.com> Hello Emmanuel, I'm sorry - this was what I forgot. I'm using RT 3.6.5 on an Ubuntu Linux system with MySQL (all versions I got are from the apt-get command). I currently don't know the version of Perl (and I have no idea how to find out - sorry for being a complete Perl-Newbie...) Thanks for your help! Kai Emmanuel Lacour wrote: > > > > I can't reproduce this here, can you give us the RT version used? > > -- View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p19854928.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue Oct 7 06:10:07 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 7 Oct 2008 12:10:07 +0200 Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <19854928.post@talk.nabble.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> <19854928.post@talk.nabble.com> Message-ID: <20081007101007.GE3417@easter-eggs.com> On Tue, Oct 07, 2008 at 02:54:30AM -0700, kschmitte wrote: > > Hello Emmanuel, > > I'm sorry - this was what I forgot. > I'm using RT 3.6.5 on an Ubuntu Linux system with MySQL > (all versions I got are from the apt-get command). > I currently don't know the version of Perl (and I have no idea how to find > out - sorry for being a complete Perl-Newbie...) > I use 3.8.1 now, but I used Reminders in 3.6.5 and don't remember this issue. Reminders are tickets of "Type" "reminder", standard tickets as Type='ticket'. do you have som custom scrips? From filipe at sapia.uminho.pt Tue Oct 7 06:11:15 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Tue, 7 Oct 2008 11:11:15 +0100 Subject: [rt-users] RT 3.8: Text file attachments problem In-Reply-To: <359a4bc30810070231se934e74x13ea693d0d6f22bd@mail.gmail.com> Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123CA54@BEFUNCIONARIOS.uminho.pt> Hi, Thanks for your answer. I tried to set these two variables in the configuration file but the problem remains. The attached text file (via RT web console) appears "inline" the email message to the end user. Any more ideas? TIA, Filipe Portugal _____ From: Sebastien Termeau [mailto:st at mobilepeople.com] Sent: ter?a-feira, 7 de Outubro de 2008 10:31 To: Filipe Jos? Silva Clemente Subject: Re: [rt-users] RT 3.8: Text file attachments problem Hi, You might take a look at the following configuration parameters : Set($MaxInlineBody, 0); Set($SuppressInlineTextFiles, 1); Sebastien On Mon, Oct 6, 2008 at 4:35 PM, Filipe Jos? Silva Clemente wrote: Hi, When i attach a text file (.txt) to a user reply from the rt 3.8 web console the user receives it, not attached, but "embedded" in the email message. The text file appears in the email body but the text i write to the user in the message disappears. Is this a bug or a configuration? TIA, Filipe Portugal _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 dave.wells at foreshore.net Tue Oct 7 06:53:11 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Tue, 7 Oct 2008 11:53:11 +0100 Subject: [rt-users] Calling an external script from Scrip Actions Message-ID: <3E88364AF578694C9BBFE357115E2EDE0420A995@jsy-qr-is.is.foreshore.net> Hi Guys, This may be very simple, Is it possible to call an external script located on the system from a Custom scrip i.e. from the "Custom action preparation code" or "Custom action cleanup code"? Thanks Dave From kschmitte at voiceobjects.com Tue Oct 7 07:12:45 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Tue, 7 Oct 2008 04:12:45 -0700 (PDT) Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <20081007101007.GE3417@easter-eggs.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> <19854928.post@talk.nabble.com> <20081007101007.GE3417@easter-eggs.com> Message-ID: <19855915.post@talk.nabble.com> Yes, I have some custom scrips. There should be only one which can be causing this issue (looking at the list of agents getting the message): I have created a global notification for new Tickets to CCs (goal is to notify CCs of all queues in case of new tickets, our Agents will then get notified in case of new tickets and can AdminCC themselfes to this ticket if whished): The settings are: - Condition: On Create - Action: Notify CCs - Template: Global Template: Transaction - Stage: TransactionCreate May this be the cause of the messages? Can it be that this notification needs to be local for each queue? (By the way - the same happens for the equivalent global scrip to notify AdminCCs) >From the RT book I can see that the "Emergency Support" contains a similar scrip - which seems to be bound to the queue... Thanks! Kai Emmanuel Lacour wrote: > > I use 3.8.1 now, but I used Reminders in 3.6.5 and don't remember this > issue. > Reminders are tickets of "Type" "reminder", standard tickets as > Type='ticket'. > do you have som custom scrips? > -- View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p19855915.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From todd at chaka.net Tue Oct 7 09:58:30 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 7 Oct 2008 09:58:30 -0400 Subject: [rt-users] Calling an external script from Scrip Actions In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE0420A995@jsy-qr-is.is.foreshore.net> References: <3E88364AF578694C9BBFE357115E2EDE0420A995@jsy-qr-is.is.foreshore.net> Message-ID: <519782dc0810070658w1742a118id3d0dcc2896347bc@mail.gmail.com> Dave, Yes, you can use perl's system() function or a number of other methods to call external code. On Tue, Oct 7, 2008 at 6:53 AM, Dave Wells wrote: > Hi Guys, > > This may be very simple, > > Is it possible to call an external script located on the system from a > Custom scrip i.e. from the "Custom action preparation code" or "Custom > action cleanup code"? > > Thanks > > Dave > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rt at iandocherty.com Tue Oct 7 10:32:40 2008 From: rt at iandocherty.com (Ian Docherty) Date: Tue, 07 Oct 2008 15:32:40 +0100 Subject: [rt-users] Attachment images files do not display Message-ID: <48EB7308.9080004@iandocherty.com> Hi I have installed RT 3.8.1 but when I upload an image file attachement and then click on the link in the ticket I get either the name of the file in the browser http://support.example.com/Ticket/Attachment/867456/543454/3456-example.jpg or I get an error message The image "http://support.example.com/Ticket/Attachment/34234/34534/example.gif" cannot be displayed, because it contains errors. Any ideas? Regards Ian From falcone at bestpractical.com Tue Oct 7 11:14:26 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 7 Oct 2008 11:14:26 -0400 Subject: [rt-users] Queue-specific RTFM articles In-Reply-To: <48EA3BEB.6050100@greentube.com> References: <48EA2F6E.3070600@greentube.com> <48EA3BEB.6050100@greentube.com> Message-ID: <9949A631-1851-4840-9242-B122DB9E09B4@bestpractical.com> On Oct 6, 2008, at 12:25 PM, Bernhard Hansbauer wrote: > Working with RT 3.8.1 and RTFM 2.4, I can't get queue-specific RTFM > articles to work. > According to the introduction it should be sufficient to create a > topic > structure, with the first element being called "Queues", and the > subsequent topics named like the RT queues. On the next level, > subtopics > should be defined, and the articles attached to these subtopics. Assuming you have a global top structure Queues Queue 1 Topic 1 Topic 2 Topic 1 and Topic2 will show up when replying to tickets in Queue 1. It expects the top level node to be called Queues (not a translated version of Queues) but Queue 1 should be the actual name of the Queue. I have this working locally. If you feel that you've configured it properly and want to send screenshots of your Topic structure and Queue list to rtfm-bugs at bestpractical.com we can have a look with more information. -kevin > I tried my best to follow these instructions but couldn't get it to > work. > We are using RT in German - maybe that could be an issue? > Any experiences? > > Any hint would be greatly appreciated, > > Bernhard > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Oct 7 13:52:44 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 7 Oct 2008 13:52:44 -0400 Subject: [rt-users] bookmarking a search seems to have been removed in 3.8.1 In-Reply-To: <5774-03437@sneakemail.com> References: <5774-03437@sneakemail.com> Message-ID: <20081007175244.GN19026@bestpractical.com> On Tue, Oct 07, 2008 at 12:35:55AM -0000, sbwq00k02 at sneakemail.com wrote: > We've upgraded to 3.8.1 three days after I started getting familiar for the first with the old version (that means I don't know what the old version was). > > One of the features I really liked was the ability to bookmark a search. At the top of the page in the old version, there was a link that let you bookmark it, now there's only the RSS feed and a few other options. Reading the Upgrade notes, I am lead to believe that the syntax had been changed, not that a feature had been removed. Have no fear. The feature isn't gone. The "Show Results" link is actually that same search. It was removed only because it was a redundant link. Best, Jesse From jesse at bestpractical.com Tue Oct 7 15:16:22 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 7 Oct 2008 15:16:22 -0400 Subject: [rt-users] Attachment images files do not display In-Reply-To: <48EB7308.9080004@iandocherty.com> References: <48EB7308.9080004@iandocherty.com> Message-ID: <20081007191622.GT19026@bestpractical.com> On Tue, Oct 07, 2008 at 03:32:40PM +0100, Ian Docherty wrote: > Hi > I have installed RT 3.8.1 but when I upload an image file attachement > and then click on the link in the ticket I get either the name of the > file in the browser > > http://support.example.com/Ticket/Attachment/867456/543454/3456-example.jpg > > or I get an error message > > The image > "http://support.example.com/Ticket/Attachment/34234/34534/example.gif" > cannot be displayed, because it contains errors. > Ian, Do attachments sent in by email work? Do other types of attachments work? > Any ideas? > > Regards > Ian > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From MJames at stonebridgebank.com Tue Oct 7 17:52:38 2008 From: MJames at stonebridgebank.com (Michael James) Date: Tue, 07 Oct 2008 17:52:38 -0400 Subject: [rt-users] Howto create multiple "unowned tickets" default views Message-ID: <48EBA1E6.534D.009D.0@stonebridgebank.com> Hi, some of our folks want to see two Newest Unowned Tickets views in their default page - 10 Newest Unowned Tickets in Queue#1 and then 10 Newest Unowned Tickets in Queue#2, for example. This is RT 3.6.6. Is there a known way to do this? Thanks, Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From chrisb at gourmettrading.net Tue Oct 7 17:55:02 2008 From: chrisb at gourmettrading.net (Chris Black) Date: Tue, 7 Oct 2008 14:55:02 -0700 Subject: [rt-users] ExternAuth SUCCEEDED but login still fails Message-ID: Hi, I just upgraded to 3.8.1 and am able to get the debug message: RT::User::IsPassword External auth SUCCEEDED However I am still getting the "Login Failed" error when I try to login. Can someone help out with this? Thanks, Cj B -------------- next part -------------- An HTML attachment was scrubbed... URL: From gordon at cryologic.com Tue Oct 7 18:52:38 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 08 Oct 2008 09:52:38 +1100 Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <19855915.post@talk.nabble.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> <19854928.post@talk.nabble.com> <20081007101007.GE3417@easter-eggs.com> <19855915.post@talk.nabble.com> Message-ID: <48EBE836.1090401@cryologic.com> Any scrips that apply to the source queue will apply to the reminders, which as you described, are just tickets in that queue. If you have queue AdminCCs they will typically receive all queue emails, including those generated for the reminder. We created a new queue called Reminders and modified Reminders.pm in local/lib/RT to make sure all Reminder Tickets were created in the Reminders queue. This way we were able to control Reminder emails separately to the emails of the source queue. Gordon kschmitte wrote: > Yes, I have some custom scrips. > There should be only one which can be causing this issue (looking at the > list of agents getting the message): > I have created a global notification for new Tickets to CCs (goal is to > notify CCs of all queues in case of new tickets, our Agents will then get > notified in case of new tickets and can AdminCC themselfes to this ticket if > whished): > The settings are: > - Condition: On Create > - Action: Notify CCs > - Template: Global Template: Transaction > - Stage: TransactionCreate > > May this be the cause of the messages? Can it be that this notification > needs to be local for each queue? > (By the way - the same happens for the equivalent global scrip to notify > AdminCCs) > > From the RT book I can see that the "Emergency Support" contains a similar > scrip - which seems to be bound to the queue... > > Thanks! > > Kai > > > > Emmanuel Lacour wrote: >> I use 3.8.1 now, but I used Reminders in 3.6.5 and don't remember this >> issue. >> Reminders are tickets of "Type" "reminder", standard tickets as >> Type='ticket'. >> do you have som custom scrips? >> > From David.Anderson at kaplan.com Tue Oct 7 20:01:52 2008 From: David.Anderson at kaplan.com (David Anderson) Date: Tue, 7 Oct 2008 20:01:52 -0400 Subject: [rt-users] Adding additional Grouped by fields to bar and pie charts (3.8.1) Message-ID: <48D1E7216E619D45856C6BC36D2F067306B7FBB9@kaplanitmail1.alpha.kaplaninc.com> When I create a query and select to view a chart of it, I can select a drop down with a list of group by fields that allows me to organize my chart. Does anyone know how I would go about adding additional Group by options to RT? I want to create a group by chart for my dashboard for things like priority, weekly trends, etc -------------- next part -------------- An HTML attachment was scrubbed... URL: From kschmitte at voiceobjects.com Wed Oct 8 02:59:41 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Tue, 7 Oct 2008 23:59:41 -0700 (PDT) Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <48EBE836.1090401@cryologic.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> <19854928.post@talk.nabble.com> <20081007101007.GE3417@easter-eggs.com> <19855915.post@talk.nabble.com> <48EBE836.1090401@cryologic.com> Message-ID: <19873362.post@talk.nabble.com> Hello Gordon, thanks for that hint! In my Reminders.pm I see the line "our $REMINDER_QUEUE = 'General'". Does this mean that that the currently used reminder queue is the queue General? In this case I would either change this to a "reminder" queue (where only the superuser has access to) or would assure that no notifications will be sent to for the queue "General" - is this correct? Thanks, Kai gordon-42 wrote: > > We created a new queue called Reminders and modified Reminders.pm in > local/lib/RT to make sure all Reminder Tickets were created in the > Reminders queue. This way we were able to control Reminder emails > separately to the emails of the source queue. > > Gordon > -- View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p19873362.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From AdamSmith at venda.com Wed Oct 8 06:43:41 2008 From: AdamSmith at venda.com (Adam Smith) Date: Wed, 8 Oct 2008 11:43:41 +0100 Subject: [rt-users] How to add mandatory custom field to "quick ticket creation" area In-Reply-To: <48E65174.1040204@lbl.gov> References: <48D1E7216E619D45856C6BC36D2F067306B17248@kaplanitmail1.alpha.kaplaninc.com> <19789174.post@talk.nabble.com> <58D314F0-4CD5-41E9-B60E-908EE7599E40@venda.com> <48E64B96.4050307@lbl.gov> <63A291D4-9E2B-47C1-BD45-CAA30244E082@venda.com> <48E65174.1040204@lbl.gov> Message-ID: All users I have tested with can modify the field values either on create or after create, but the problem is that if they choose not to set any value at all upon create, RT is letting this through. It should not. My assumption is based on the fact that they can modify the field values later, that for some reason RT isn't enforcing this validation on create. Any ideas? On 3 Oct 2008, at 18:08, Kenneth Crocker wrote: > Adam, > > > Question; are ALL users not able to see/modify this field or just > unprivileged users? > > > Kenn > LBNL > > On 10/3/2008 9:48 AM, Adam Smith wrote: >> On 3 Oct 2008, at 17:43, Kenneth Crocker wrote: >>> Adam, >>> >>> Assuming you are talking about a "Ticket" Custom Field, I have >>> to ask if you: >>> >>> 1) Applied the CF to a Queue and >> I have >>> 2) Set the CF rights for the Groups that will be using the queue >>> where the Ticket CF is applied (ie. "SeeCustomField" and >>> "ModifyCustomField"). >> The Everyone group has the ability to both see and modify this field. >>> "AssignCustomFields" does not necessarily let someone SEE or >>> Modify the CF in a ticket. >>> We use 3.6.4 and we have over 25 Custom Fields used in various >>> combinations by various Queues and we do not have nay problem. I >>> would have to know how ALL you privileges (Global, Queues, CF's/ >>> Groups) have been set in order to persue this further. Hope this >>> helps. >> I am making changes to an existing installation and the permissions >> are all very open. There are a number of groups but one company- >> level one as well which has fairly open privileges. >> Once a ticket is created (or indeed, on create) the user is able to >> add values or modify values on this field, which tends to indicate >> that they have the appropriate permission. It just seems as though >> RT is ignoring the fact that I've set "Mandatory"... >> Thanks for your help :) -- Adam Smith From barnesaw at ucrwcu.rwc.uc.edu Wed Oct 8 08:44:02 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 08 Oct 2008 08:44:02 -0400 Subject: [rt-users] Howto create multiple "unowned tickets" default views In-Reply-To: <48EBA1E6.534D.009D.0@stonebridgebank.com> References: <48EBA1E6.534D.009D.0@stonebridgebank.com> Message-ID: <48ECAB12.7040007@ucrwcu.rwc.uc.edu> I whipped this up back in 3.2.2. It likely needs some modifications for 3.6 but should get you started. http://wiki.bestpractical.com/view/TicketsPerQueue Michael James wrote: > Hi, some of our folks want to see two Newest Unowned Tickets views in their default page - 10 Newest Unowned Tickets in Queue#1 and then 10 Newest Unowned Tickets in Queue#2, for example. This is RT 3.6.6. > > Is there a known way to do this? > > Thanks, Mike > > > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From maier at idowa.de Wed Oct 8 09:26:20 2008 From: maier at idowa.de (Stefan Maier) Date: Wed, 08 Oct 2008 15:26:20 +0200 Subject: [rt-users] Can't locate object method "new" via package "RTx::AssetTracker::Assets" Message-ID: <48ECB4FC.8060408@idowa.de> Hi, we're having some sporadic system errors on RT/AssetTracker. Every once in a while when browsing assets we get (typed from a screenshot so it might contain spelling errors, source is unmodified though): error: Can't locate object method "new" via package "RTx::AssetTracker::Assets" at /opt/rt3/local/html/AssetTracker/Search/Results.html line 91 context: ... 87: 88: <%INIT> 89: my($title, $assetcount); 90: $session{'i'}++; 91: $session{'assets'} = RTx::AssetTracker::Assets->new($session{'CurrentUser'}); 92: $session{'assets'}->FromSQL($Query) if ($Query); 93: $session{'assets'}->OrderBy(FIELD => $OrderBy, ORDER => $Order); 94: 95: ... code stack: /opt/rt3/local/html/AssetTracker/Search/Results.html:91 /opt/rt3/share/html/autohandler:291 This only happens on one machine, running Windows XP and Firefox3. Thanks in advance, -- Mit freundlichen Gr??en Stefan Maier ========================================================== Straubinger Tagblatt EDV-Abteilung Straubing FON: +49 9421 940 256 Ludwigsplatz 30 FAX: +49 9421 940 6236 D-94315 Straubing http://www.idowa.de Email: maier at idowa.de ========================================================== Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung Cl. Attenkofer'sche Buch- und Kunstdruckerei Verlagsbuchhandlung Straubing KG Registergericht: Amtsgericht Straubing, HRA 1118 ========================================================== From gcadieux at securetechnologies.ca Wed Oct 8 09:56:06 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 8 Oct 2008 09:56:06 -0400 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <49002b820810021919h6ea5f8ds2f979d924705f054@mail.gmail.com> Message-ID: <280541245EBA5E4C8962C64B522AFE9A40539E@sticore.securetechnologies.ca.local> after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 4.00.7), i am happy to announce that there have been no segfaults on our RT server since last friday. i beleive each of these options must have been partially responsible for the problem... i will wait approx. another week and then consider this issue resolved due to the changes applied. i will let you all know how it turns out. -gabe -----Original Message----- From: d tbsky [mailto:tbskyd at gmail.com] Sent: Thursday, October 02, 2008 9:20 PM To: Gabriel Cadieux Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages 2008/9/30 Gabriel Cadieux : > it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; > > the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. > > i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. > > good luck to all affected by this ubiquitous issue. > disable ssl slow down the segfault. our rt system runs for 3 days. it segfault almost every day before. but the problem is still there. i now again wondering about mod_perl.. From polesz at w00d5t0ck.info Wed Oct 8 10:38:58 2008 From: polesz at w00d5t0ck.info (Gergely Polonkai) Date: Wed, 8 Oct 2008 16:38:58 +0200 Subject: [rt-users] Web interface encoding problems Message-ID: <324ad0b10810080738m54fbbceemc5a255f4e174b4ad@mail.gmail.com> 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? Thanks in advance. Best, Gergely Polonkai -------------- next part -------------- An HTML attachment was scrubbed... URL: From curtisb at vianet.ca Wed Oct 8 10:45:10 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Wed, 08 Oct 2008 10:45:10 -0400 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A40539E@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A40539E@sticore.securetechnologies.ca.local> Message-ID: <48ECC776.30105@vianet.ca> I think it's just a bug in DBD:mysql, I had the same issue and it's a well documented problem. I can't see why SSL would have any effect, it's just a protocol not a driver. Gabriel Cadieux wrote: > after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 4.00.7), i am happy to announce that there have been no segfaults on our RT server since last friday. i beleive each of these options must have been partially responsible for the problem... i will wait approx. another week and then consider this issue resolved due to the changes applied. i will let you all know how it turns out. > > -gabe > > -----Original Message----- > From: d tbsky [mailto:tbskyd at gmail.com] > Sent: Thursday, October 02, 2008 9:20 PM > To: Gabriel Cadieux > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > > > 2008/9/30 Gabriel Cadieux : > >> it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; >> >> the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. >> >> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. >> >> good luck to all affected by this ubiquitous issue. >> >> > > disable ssl slow down the segfault. our rt system runs for 3 days. it > segfault almost every day before. > but the problem is still there. i now again wondering about mod_perl.. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > From gcadieux at securetechnologies.ca Wed Oct 8 10:49:58 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 8 Oct 2008 10:49:58 -0400 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <48ECC776.30105@vianet.ca> Message-ID: <280541245EBA5E4C8962C64B522AFE9A40539F@sticore.securetechnologies.ca.local> yes, i understand that, but you have to take into consideration the fact that someone also mentioned disabling SSL altogether slowed their segfaults, and this is exactly what happened when i tried it as well. before i disabled SSL, i was getting several crashes per day, around 8 or so... constantly. this continued for almost a week. after disabling it, it went steady for a couple days between each segfault, for about another week, until everything finally turned out fine (so far anyways) when i downgraded DBD::mysql.. i haven't seen a segfault in logs since last friday. logic forces me to conclude the problem was not necessarely caused, but most likely exacerbated by the SSL functionality being turned on. -gabe -----Original Message----- From: Curtis Bruneau [mailto:curtisb at vianet.ca] Sent: Wednesday, October 08, 2008 9:45 AM To: Gabriel Cadieux; rt-users at lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages I think it's just a bug in DBD:mysql, I had the same issue and it's a well documented problem. I can't see why SSL would have any effect, it's just a protocol not a driver. Gabriel Cadieux wrote: > after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 4.00.7), i am happy to announce that there have been no segfaults on our RT server since last friday. i beleive each of these options must have been partially responsible for the problem... i will wait approx. another week and then consider this issue resolved due to the changes applied. i will let you all know how it turns out. > > -gabe > > -----Original Message----- > From: d tbsky [mailto:tbskyd at gmail.com] > Sent: Thursday, October 02, 2008 9:20 PM > To: Gabriel Cadieux > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > > > 2008/9/30 Gabriel Cadieux : > >> it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; >> >> the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. >> >> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. >> >> good luck to all affected by this ubiquitous issue. >> >> > > disable ssl slow down the segfault. our rt system runs for 3 days. it > segfault almost every day before. > but the problem is still there. i now again wondering about mod_perl.. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > From elacour at easter-eggs.com Wed Oct 8 10:59:29 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 8 Oct 2008 16:59:29 +0200 Subject: [rt-users] Web interface encoding problems In-Reply-To: <324ad0b10810080738m54fbbceemc5a255f4e174b4ad@mail.gmail.com> References: <324ad0b10810080738m54fbbceemc5a255f4e174b4ad@mail.gmail.com> Message-ID: <20081008145928.GA3572@easter-eggs.com> 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. From curtisb at vianet.ca Wed Oct 8 11:03:02 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Wed, 08 Oct 2008 11:03:02 -0400 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A40539F@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A40539F@sticore.securetechnologies.ca.local> Message-ID: <48ECCBA6.5060500@vianet.ca> Understood, just saying you should still be able to use SSL without issues with the fixed driver. Gabriel Cadieux wrote: > yes, i understand that, but you have to take into consideration the fact that someone also mentioned disabling SSL altogether slowed their segfaults, and this is exactly what happened when i tried it as well. before i disabled SSL, i was getting several crashes per day, around 8 or so... constantly. this continued for almost a week. after disabling it, it went steady for a couple days between each segfault, for about another week, until everything finally turned out fine (so far anyways) when i downgraded DBD::mysql.. i haven't seen a segfault in logs since last friday. > > logic forces me to conclude the problem was not necessarely caused, but most likely exacerbated by the SSL functionality being turned on. > > -gabe > > -----Original Message----- > From: Curtis Bruneau [mailto:curtisb at vianet.ca] > Sent: Wednesday, October 08, 2008 9:45 AM > To: Gabriel Cadieux; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > > > I think it's just a bug in DBD:mysql, I had the same issue and it's a > well documented problem. I can't see why SSL would have any effect, it's > just a protocol not a driver. > > Gabriel Cadieux wrote: > >> after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 4.00.7), i am happy to announce that there have been no segfaults on our RT server since last friday. i beleive each of these options must have been partially responsible for the problem... i will wait approx. another week and then consider this issue resolved due to the changes applied. i will let you all know how it turns out. >> >> -gabe >> >> -----Original Message----- >> From: d tbsky [mailto:tbskyd at gmail.com] >> Sent: Thursday, October 02, 2008 9:20 PM >> To: Gabriel Cadieux >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >> >> >> 2008/9/30 Gabriel Cadieux : >> >> >>> it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; >>> >>> the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. >>> >>> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. >>> >>> good luck to all affected by this ubiquitous issue. >>> >>> >>> >> disable ssl slow down the segfault. our rt system runs for 3 days. it >> segfault almost every day before. >> but the problem is still there. i now again wondering about mod_perl.. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> > > > > From elacour at easter-eggs.com Wed Oct 8 11:03:55 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 8 Oct 2008 17:03:55 +0200 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <20080929123630.GD12667@easter-eggs.com> References: <48DD465D.8070705@accuship.com> <280541245EBA5E4C8962C64B522AFE9A405363@sticore.securetechnologies.ca.local> <49002b820809290512s42c32636pbda128725d741c38@mail.gmail.com> <20080929123630.GD12667@easter-eggs.com> Message-ID: <20081008150354.GB3572@easter-eggs.com> On Mon, Sep 29, 2008 at 02:36:31PM +0200, Emmanuel Lacour wrote: > > > I'm not sure it's related, I had the mysql morning bug on 2 new RT > installations (Debian lenny, 64bit). I fixed it by upgrading DBD::mysql > to 4.008. > > I think this changelog fixes my problem (segfault of mason in apache log > (fastcgi), Internal Server error): > > * Disabled TAKE_IMP_DATA_VERSION because segfault with DBI < 1.607 > > which is the case in Debian lenny, DBI = 1.605 > 4.008 doesn't fix the blank page/segfault bug, I can now reproduce the problem on 4.007 and 4.008. here is bug reports to this: http://rt.cpan.org/Public/Bug/Display.html?id=39866 http://rt.cpan.org/Public/Bug/Display.html?id=37027 From gcadieux at securetechnologies.ca Wed Oct 8 11:05:41 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 8 Oct 2008 11:05:41 -0400 Subject: [rt-users] reall odd apache2 crashes with blank pages In-Reply-To: <48ECCBA6.5060500@vianet.ca> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053A0@sticore.securetechnologies.ca.local> ahh, i get you. indeed, the SSL functionality should work flawlessly now, but we weren't actually *using* it per se, it was just turned on by default. our RT implementation is internal only, and the mysql database is runs on the same host as apache, so there's really no need for it. :) -gabe -----Original Message----- From: Curtis Bruneau [mailto:curtisb at vianet.ca] Sent: Wednesday, October 08, 2008 10:03 AM To: Gabriel Cadieux; rt-users at lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages Understood, just saying you should still be able to use SSL without issues with the fixed driver. Gabriel Cadieux wrote: > yes, i understand that, but you have to take into consideration the fact that someone also mentioned disabling SSL altogether slowed their segfaults, and this is exactly what happened when i tried it as well. before i disabled SSL, i was getting several crashes per day, around 8 or so... constantly. this continued for almost a week. after disabling it, it went steady for a couple days between each segfault, for about another week, until everything finally turned out fine (so far anyways) when i downgraded DBD::mysql.. i haven't seen a segfault in logs since last friday. > > logic forces me to conclude the problem was not necessarely caused, but most likely exacerbated by the SSL functionality being turned on. > > -gabe > > -----Original Message----- > From: Curtis Bruneau [mailto:curtisb at vianet.ca] > Sent: Wednesday, October 08, 2008 9:45 AM > To: Gabriel Cadieux; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > > > I think it's just a bug in DBD:mysql, I had the same issue and it's a > well documented problem. I can't see why SSL would have any effect, it's > just a protocol not a driver. > > Gabriel Cadieux wrote: > >> after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 4.00.7), i am happy to announce that there have been no segfaults on our RT server since last friday. i beleive each of these options must have been partially responsible for the problem... i will wait approx. another week and then consider this issue resolved due to the changes applied. i will let you all know how it turns out. >> >> -gabe >> >> -----Original Message----- >> From: d tbsky [mailto:tbskyd at gmail.com] >> Sent: Thursday, October 02, 2008 9:20 PM >> To: Gabriel Cadieux >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >> >> >> 2008/9/30 Gabriel Cadieux : >> >> >>> it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; >>> >>> the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. >>> >>> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. >>> >>> good luck to all affected by this ubiquitous issue. >>> >>> >>> >> disable ssl slow down the segfault. our rt system runs for 3 days. it >> segfault almost every day before. >> but the problem is still there. i now again wondering about mod_perl.. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> > > > > From filipe at sapia.uminho.pt Wed Oct 8 11:33:38 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Wed, 8 Oct 2008 16:33:38 +0100 Subject: [rt-users] RT 3.8.: Customize RT at a glance Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123CACB@BEFUNCIONARIOS.uminho.pt> Hi, Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? Is it possible to change the RT 3.8 web console blue color, to some other color? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcadieux at securetechnologies.ca Wed Oct 8 11:40:49 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 8 Oct 2008 11:40:49 -0400 Subject: [rt-users] RT 3.8.: Customize RT at a glance In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123CACB@BEFUNCIONARIOS.uminho.pt> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053A2@sticore.securetechnologies.ca.local> i'm sure you can change all that stuff if you edit the raw html/perl stuff. have a look in there and grep for "RT at a Glance" or whatever the spelling is for the string you want.. as for the color, it's probably in the css somewhere if there is some (i'm guessing) -gabe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Filipe Jos? Silva Clemente Sent: Wednesday, October 08, 2008 10:34 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8.: Customize RT at a glance Hi, Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? Is it possible to change the RT 3.8 web console blue color, to some other color? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Oct 8 11:42:45 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 8 Oct 2008 11:42:45 -0400 Subject: [rt-users] Can't locate object method "new" via package "RTx::AssetTracker::Assets" In-Reply-To: <48ECB4FC.8060408@idowa.de> References: <48ECB4FC.8060408@idowa.de> Message-ID: <519782dc0810080842i3d86d404q7e405019f93396d8@mail.gmail.com> Stefan, I have never seen that error. Are you running mod_perl or fastcgi? -Todd On Wed, Oct 8, 2008 at 9:26 AM, Stefan Maier wrote: > Hi, > > we're having some sporadic system errors on RT/AssetTracker. Every once > in a while when browsing assets we get (typed from a screenshot so it > might contain spelling errors, source is unmodified though): > > error: Can't locate object method "new" via package > "RTx::AssetTracker::Assets" at > /opt/rt3/local/html/AssetTracker/Search/Results.html line 91 > context: ... > 87: > 88: <%INIT> > 89: my($title, $assetcount); > 90: $session{'i'}++; > 91: $session{'assets'} = > RTx::AssetTracker::Assets->new($session{'CurrentUser'}); > 92: $session{'assets'}->FromSQL($Query) if ($Query); > 93: $session{'assets'}->OrderBy(FIELD => $OrderBy, ORDER => > $Order); > 94: > 95: > ... > code stack: /opt/rt3/local/html/AssetTracker/Search/Results.html:91 > /opt/rt3/share/html/autohandler:291 > > > This only happens on one machine, running Windows XP and Firefox3. > > Thanks in advance, > > -- > Mit freundlichen Gr??en > > Stefan Maier > > ========================================================== > Straubinger Tagblatt > EDV-Abteilung Straubing FON: +49 9421 940 256 > Ludwigsplatz 30 FAX: +49 9421 940 6236 > D-94315 Straubing > http://www.idowa.de Email: maier at idowa.de > ========================================================== > Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung > Cl. Attenkofer'sche Buch- und Kunstdruckerei > Verlagsbuchhandlung Straubing KG > Registergericht: Amtsgericht Straubing, HRA 1118 > ========================================================== > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Oct 8 11:44:15 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 8 Oct 2008 11:44:15 -0400 Subject: [rt-users] Can't locate object method "new" via package "RTx::AssetTracker::Assets" In-Reply-To: <519782dc0810080842i3d86d404q7e405019f93396d8@mail.gmail.com> References: <48ECB4FC.8060408@idowa.de> <519782dc0810080842i3d86d404q7e405019f93396d8@mail.gmail.com> Message-ID: <20081008154415.GI19026@bestpractical.com> On Wed, Oct 08, 2008 at 11:42:45AM -0400, Todd Chapman wrote: > Stefan, > > I have never seen that error. Are you running mod_perl or fastcgi? That looks like the old problem we had with serialized records in the session and fresh server processes that had never had the classes loaded/initialized. a more recent SB makes it better, generally > > -Todd > > On Wed, Oct 8, 2008 at 9:26 AM, Stefan Maier wrote: > > > Hi, > > > > we're having some sporadic system errors on RT/AssetTracker. Every once > > in a while when browsing assets we get (typed from a screenshot so it > > might contain spelling errors, source is unmodified though): > > > > error: Can't locate object method "new" via package > > "RTx::AssetTracker::Assets" at > > /opt/rt3/local/html/AssetTracker/Search/Results.html line 91 > > context: ... > > 87: > > 88: <%INIT> > > 89: my($title, $assetcount); > > 90: $session{'i'}++; > > 91: $session{'assets'} = > > RTx::AssetTracker::Assets->new($session{'CurrentUser'}); > > 92: $session{'assets'}->FromSQL($Query) if ($Query); > > 93: $session{'assets'}->OrderBy(FIELD => $OrderBy, ORDER => > > $Order); > > 94: > > 95: > > ... > > code stack: /opt/rt3/local/html/AssetTracker/Search/Results.html:91 > > /opt/rt3/share/html/autohandler:291 > > > > > > This only happens on one machine, running Windows XP and Firefox3. > > > > Thanks in advance, > > > > -- > > Mit freundlichen Gr??en > > > > Stefan Maier > > > > ========================================================== > > Straubinger Tagblatt > > EDV-Abteilung Straubing FON: +49 9421 940 256 > > Ludwigsplatz 30 FAX: +49 9421 940 6236 > > D-94315 Straubing > > http://www.idowa.de Email: maier at idowa.de > > ========================================================== > > Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung > > Cl. Attenkofer'sche Buch- und Kunstdruckerei > > Verlagsbuchhandlung Straubing KG > > Registergericht: Amtsgericht Straubing, HRA 1118 > > ========================================================== > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 paul.broadwith at blueivy.co.uk Wed Oct 8 11:32:23 2008 From: paul.broadwith at blueivy.co.uk (Paul Broadwith) Date: Wed, 8 Oct 2008 16:32:23 +0100 Subject: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail Message-ID: If I click to Reply to a message in an RT Ticket and add either CC, BCC or both I get the following message immediately returned (obviously I change some names to protect the guilty - they are in uppercase): === Your message did not reach some or all of the intended recipients. Subject: [#51] SUBJECT TEXT Sent: 08/10/2008 16:28 The following recipient(s) cannot be reached: "553 List:; syntax illegal for recipient addresses"@SERVER.DOMAIN.LOCAL on 08/10/2008 16:28 The format of the e-mail address is incorrect. Check the address, look up the recipient in the Address Book, or contact the recipient directly to find out the correct address. < SERVER.DOMAIN.LOCAL #5.1.3> === I was the Requestor which is why I assume I got the message back. I assume if another customer was the Requestor they would get the message back. The /var/log/maillog is: === Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: from=apache, size=1272, class=-60, nrcpts=1, msgid=, relay=apache at localhost Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: m98FS4jJ011331: DSN: "OtherRecipients of COMPANY Ticket #51":;... List:; syntax illegal for recipient addresses === I don't have the experience with RT to have changed anything other than the config file when setting it up. Does anybody have any suggestions? Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: paul.broadwith at blueivy.co.uk Web: http://www.blueivy.co.uk -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel Cadieux Sent: 08 October 2008 16:06 To: Curtis Bruneau; rt-users at lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages ahh, i get you. indeed, the SSL functionality should work flawlessly now, but we weren't actually *using* it per se, it was just turned on by default. our RT implementation is internal only, and the mysql database is runs on the same host as apache, so there's really no need for it. :) -gabe -----Original Message----- From: Curtis Bruneau [mailto:curtisb at vianet.ca] Sent: Wednesday, October 08, 2008 10:03 AM To: Gabriel Cadieux; rt-users at lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages Understood, just saying you should still be able to use SSL without issues with the fixed driver. Gabriel Cadieux wrote: > yes, i understand that, but you have to take into consideration the fact that someone also mentioned disabling SSL altogether slowed their segfaults, and this is exactly what happened when i tried it as well. before i disabled SSL, i was getting several crashes per day, around 8 or so... constantly. this continued for almost a week. after disabling it, it went steady for a couple days between each segfault, for about another week, until everything finally turned out fine (so far anyways) when i downgraded DBD::mysql.. i haven't seen a segfault in logs since last friday. > > logic forces me to conclude the problem was not necessarely caused, but most likely exacerbated by the SSL functionality being turned on. > > -gabe > > -----Original Message----- > From: Curtis Bruneau [mailto:curtisb at vianet.ca] > Sent: Wednesday, October 08, 2008 9:45 AM > To: Gabriel Cadieux; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > > > I think it's just a bug in DBD:mysql, I had the same issue and it's a > well documented problem. I can't see why SSL would have any effect, it's > just a protocol not a driver. > > Gabriel Cadieux wrote: > >> after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 4.00.7), i am happy to announce that there have been no segfaults on our RT server since last friday. i beleive each of these options must have been partially responsible for the problem... i will wait approx. another week and then consider this issue resolved due to the changes applied. i will let you all know how it turns out. >> >> -gabe >> >> -----Original Message----- >> From: d tbsky [mailto:tbskyd at gmail.com] >> Sent: Thursday, October 02, 2008 9:20 PM >> To: Gabriel Cadieux >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >> >> >> 2008/9/30 Gabriel Cadieux : >> >> >>> it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; >>> >>> the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. >>> >>> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. >>> >>> good luck to all affected by this ubiquitous issue. >>> >>> >>> >> disable ssl slow down the segfault. our rt system runs for 3 days. it >> segfault almost every day before. >> but the problem is still there. i now again wondering about mod_perl.. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 maier at idowa.de Wed Oct 8 12:08:05 2008 From: maier at idowa.de (Stefan Maier) Date: Wed, 08 Oct 2008 18:08:05 +0200 Subject: [rt-users] Can't locate object method "new" via package "RTx::AssetTracker::Assets" In-Reply-To: <519782dc0810080842i3d86d404q7e405019f93396d8@mail.gmail.com> References: <48ECB4FC.8060408@idowa.de> <519782dc0810080842i3d86d404q7e405019f93396d8@mail.gmail.com> Message-ID: <20081008180805.56156mooemvh3eud@webmail.idowa.de> We're running mod_perl 2.0.1 and apache 2.0.54. Loaded perl modules Perl v5.8.7 under linux Apache2::Access v2.000001; Apache2::Connection v2.000001; Apache2::Const v2.000001; Apache2::Log v2.000001; Apache2::RequestIO v2.000001; Apache2::RequestRec v2.000001; Apache2::RequestUtil v2.000001; Apache2::Response v2.000001; Apache2::ServerRec v2.000001; Apache2::ServerUtil v2.000001; Apache2::Status v3.00; Apache::DBI v0.94; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; APR v0.009000; APR::Const v0.009000; APR::Pool v0.009000; APR::Status v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.07; Benchmark v1.07; bytes v1.02; Cache::Simple::TimedExpiry v0.23; Carp v1.04; CGI v3.10; CGI::Cookie v1.25; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.04; Class::ReturnValue v0.53; Clone v0.20; constant v1.05; Cwd v3.19; Data::Dumper v2.121_04; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v3.0002; DBI v1.48; DBIx::SearchBuilder v1.43; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.13; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.10; Encode::Alias v2.03; Encode::Config v2.00; Encode::Encoding v2.02; Errno v1.0901; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.73; File::Glob v1.04; File::Path v1.06; File::Spec v3.19; File::Spec::Functions v1.3; File::Spec::Unix v1.5; File::Temp v0.17; FileHandle v2.01; HTML::Element v3.16; HTML::Entities v1.29; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.33; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.45; HTML::Scrubber v0.08; HTML::Tagset v3.04; HTML::TreeBuilder v3.13; HTTP::Date v1.46; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.21; IO::File v1.11; IO::Handle v1.24; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.09; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.18; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.49; Locale::Maketext::Lexicon::Gettext v0.14; Log::Dispatch v2.11; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.74; Mail::Field v1.74; Mail::Field::AddrList v1.74; Mail::Field::Date v1.74; Mail::Header v1.74; Mail::Internet v1.74; MIME::Base64 v3.05; MIME::Body v5.420; MIME::Decoder v5.420; MIME::Entity v5.420; MIME::Field::ContDisp v5.420; MIME::Field::ConTraEnc v5.420; MIME::Field::ContType v5.420; MIME::Field::ParamVal v5.420; MIME::Head v5.420; MIME::Parser v5.420; MIME::QuotedPrint v3.03; MIME::Tools v5.420; MIME::Words v5.420; mod_perl v2.000001; mod_perl2 v2.000001; ModPerl::Const v2.000001; ModPerl::Global v2.000001; ModPerl::Registry v1.99; ModPerl::RegistryCooker v1.99; ModPerl::Util v2.000001; Module::Versions::Report v1.02; overload v1.03; Params::Validate v0.78; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.4; RT::FM v2.2.0RC6; RT::Interface::Email v2; RTx::AssetTracker v0.0.0; Scalar::Util v1.18; SelectSaver v1.01; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.06; Sys::Hostname v1.11; Sys::Syslog v0.06; Text::Autoformat v1.13; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.66; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; UNIVERSAL v1.01; UNIVERSAL::require v0.10; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.05; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm RT::CommentAddress support-comment at idowa.de RT::CorrespondAddress support at idowa.de RT::DatabaseHost db0.vn.idowa.de RT::DatabaseName rt3 RT::DatabasePassword Password not printed RT::DatabaseRTHost db0.vn.idowa.de RT::DatabaseType mysql RT::DatabaseUser rt_user RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::DefaultSummaryRows 10 RT::EmailOutputEncoding utf-8 RT::EtcPath /opt/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of VGSTLZ Ticket #%s":; RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalPath /opt/rt3/local RT::LogDir /opt/rt3/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 8 RT::MyTicketsLength 20 RT::OldestTransactionsFirst 1 RT::Organization idowa.de RT::OwnerEmail root at idowa.de RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages privileged RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::ShowTransactionImages 1 RT::StrictLinkACL 1 RT::Timezone CET RT::UseFriendlyFromLine 1 RT::VERSION 3.6.4 RT::VarPath /opt/rt3/var RT::WebBaseURL http://helpdesk.vn.idowa.de RT::WebDefaultStylesheet 3.5-default RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebPort 80 RT::WebURL http://helpdesk.vn.idowa.de/ RT::rtname VGSTLZ Perl configuration Summary of my perl5 (revision 5 version 8 subversion 7) configuration: Platform: osname=linux, osvers=2.6.12, archname=x86_64-linux-thread-multi uname='linux g226 2.6.12 #1 smp tue jun 28 14:58:56 utc 2005 x86_64 x86_64 x86_64 gnulinux ' config_args='-ds -e -Dprefix=/usr -Dvendorprefix=/usr -Dinstallusrbinperl -Dusethreads -Di_db -Di_dbm -Di_ndbm -Di_gdbm -Duseshrplib=true -Doptimize=-O2 -fmessage-length=0 -Wall -D_FORTIFY_SOURCE=2 -g -Wall -pipe' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=define use64bitall=define uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -pipe -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2 -fmessage-length=0 -Wall -D_FORTIFY_SOURCE=2 -g -Wall -pipe', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -pipe' ccversion='', gccversion='4.0.2 20050901 (prerelease) (SUSE Linux)', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib64' libpth=/lib64 /usr/lib64 /usr/local/lib64 libs=-lm -ldl -lcrypt -lpthread perllibs=-lm -ldl -lcrypt -lpthread libc=/lib64/libc-2.3.5.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.5' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.7/x86_64-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib64' Quoting Todd Chapman : > Stefan, > > I have never seen that error. Are you running mod_perl or fastcgi? > > -Todd > > On Wed, Oct 8, 2008 at 9:26 AM, Stefan Maier wrote: > >> Hi, >> >> we're having some sporadic system errors on RT/AssetTracker. Every once >> in a while when browsing assets we get (typed from a screenshot so it >> might contain spelling errors, source is unmodified though): >> >> error: Can't locate object method "new" via package >> "RTx::AssetTracker::Assets" at >> /opt/rt3/local/html/AssetTracker/Search/Results.html line 91 >> context: ... >> 87: >> 88: <%INIT> >> 89: my($title, $assetcount); >> 90: $session{'i'}++; >> 91: $session{'assets'} = >> RTx::AssetTracker::Assets->new($session{'CurrentUser'}); >> 92: $session{'assets'}->FromSQL($Query) if ($Query); >> 93: $session{'assets'}->OrderBy(FIELD => $OrderBy, ORDER => >> $Order); >> 94: >> 95: >> ... >> code stack: /opt/rt3/local/html/AssetTracker/Search/Results.html:91 >> /opt/rt3/share/html/autohandler:291 >> >> >> This only happens on one machine, running Windows XP and Firefox3. >> >> Thanks in advance, >> >> -- >> Mit freundlichen Gr??en >> >> Stefan Maier >> >> ========================================================== >> Straubinger Tagblatt >> EDV-Abteilung Straubing FON: +49 9421 940 256 >> Ludwigsplatz 30 FAX: +49 9421 940 6236 >> D-94315 Straubing >> http://www.idowa.de Email: maier at idowa.de >> ========================================================== >> Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung >> Cl. Attenkofer'sche Buch- und Kunstdruckerei >> Verlagsbuchhandlung Straubing KG >> Registergericht: Amtsgericht Straubing, HRA 1118 >> ========================================================== >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From polesz at w00d5t0ck.info Wed Oct 8 12:57:19 2008 From: polesz at w00d5t0ck.info (Gergely Polonkai) Date: Wed, 8 Oct 2008 18:57:19 +0200 Subject: [rt-users] Web interface encoding problems In-Reply-To: <20081008145928.GA3572@easter-eggs.com> References: <324ad0b10810080738m54fbbceemc5a255f4e174b4ad@mail.gmail.com> <20081008145928.GA3572@easter-eggs.com> Message-ID: <324ad0b10810080957o212888b4xeb5b87a2413740d9@mail.gmail.com> 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 -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Oct 8 13:01:55 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 08 Oct 2008 10:01:55 -0700 Subject: [rt-users] Downloading 3.8.1 Message-ID: <48ECE783.1020503@lbl.gov> To all, I'm downloading 3.8 today. I have two questions: 1) We use Oracle 10g. Is there anything I need to be aware of for our upgrade using Oracle 10g? 2) Is 3.8.2 available yet? Thanks. Kenn LBNL From KFCrocker at lbl.gov Wed Oct 8 13:14:12 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 08 Oct 2008 10:14:12 -0700 Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <19873362.post@talk.nabble.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> <19854928.post@talk.nabble.com> <20081007101007.GE3417@easter-eggs.com> <19855915.post@talk.nabble.com> <48EBE836.1090401@cryologic.com> <19873362.post@talk.nabble.com> Message-ID: <48ECEA64.9060100@lbl.gov> To all, We'er using 3.6.4 and ha never had the problem your discussing in terms of reminders. Is this new due to 3.8? Kenn LBNL On 10/7/2008 11:59 PM, kschmitte wrote: > Hello Gordon, > > thanks for that hint! > > In my Reminders.pm I see the line "our $REMINDER_QUEUE = 'General'". > Does this mean that that the currently used reminder queue is the queue > General? > > In this case I would either change this to a "reminder" queue (where only > the superuser has access to) or would assure that no notifications will be > sent to for the queue "General" - is this correct? > > Thanks, > > Kai > > > gordon-42 wrote: >> We created a new queue called Reminders and modified Reminders.pm in >> local/lib/RT to make sure all Reminder Tickets were created in the >> Reminders queue. This way we were able to control Reminder emails >> separately to the emails of the source queue. >> >> Gordon >> > From john.rodger at clearwire.com Wed Oct 8 13:15:32 2008 From: john.rodger at clearwire.com (John Rodger) Date: Wed, 8 Oct 2008 10:15:32 -0700 Subject: [rt-users] RT-Authen-ExternalAuth custom LDAP port Message-ID: I have the RT-Authen-ExternalAuth module running nicely on our RT server and am using LDAP for all authentication, but I've run into a little problem I was hoping someone could shed some light on. I need to authenticate users in a separate domain in the same AD forest, and I found using ldapsearch that using port 3268 (Microsoft's Global Catalog port) is the only way the ldapsearch will query the other domain (there was a problem with not following ldap referrals). However, using RT-Authen-ExternalAuth I could not find any record of a variable that will let you designate the ldap port, and when I try to modify the LdapServer variable from: Set($LdapServer, 'ldap.test.com') to: Set($LdapServer, 'ldap.test.com:3268') authentication fails for both domains. Does anyone know how I could go about modifying this? If all else fails I'm going to try using apache's ldap module for authentication and change the ldap port there, but I'd rather stick with the RT solution. Thanks for any input! From ruz at bestpractical.com Wed Oct 8 14:13:40 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 8 Oct 2008 22:13:40 +0400 Subject: [rt-users] Downloading 3.8.1 In-Reply-To: <48ECE783.1020503@lbl.gov> References: <48ECE783.1020503@lbl.gov> Message-ID: <589c94400810081113l34fc68eo4367e74434182cf4@mail.gmail.com> On Wed, Oct 8, 2008 at 9:01 PM, Kenneth Crocker wrote: > To all, > > > I'm downloading 3.8 today. I have two questions: > > 1) We use Oracle 10g. Is there anything I need to be aware of for our > upgrade using Oracle 10g? nope, regular procedure using rt-setup-database script > 2) Is 3.8.2 available yet? nope > > 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 > -- Best regards, Ruslan. From ruz at bestpractical.com Wed Oct 8 14:15:45 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 8 Oct 2008 22:15:45 +0400 Subject: [rt-users] Web interface encoding problems In-Reply-To: <324ad0b10810080738m54fbbceemc5a255f4e174b4ad@mail.gmail.com> References: <324ad0b10810080738m54fbbceemc5a255f4e174b4ad@mail.gmail.com> Message-ID: <589c94400810081115i728eaa43p9941859716380e96@mail.gmail.com> 3.8.1 has a change that may fix this. It's really bad idea to use 3.8.0 for a new installation when 3.8.1 available. On Wed, Oct 8, 2008 at 6:38 PM, 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? > > Thanks in advance. > > Best, > Gergely Polonkai > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jesse at bestpractical.com Wed Oct 8 15:00:18 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 8 Oct 2008 15:00:18 -0400 Subject: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail In-Reply-To: References: Message-ID: <20081008190018.GT19026@bestpractical.com> On Wed, Oct 08, 2008 at 04:32:23PM +0100, Paul Broadwith wrote: > If I click to Reply to a message in an RT Ticket and add either CC, BCC > or both I get the following message immediately returned (obviously I > change some names to protect the guilty - they are in uppercase): You've misconfigured RT. Have a look in the RT_Config.pm file. You might want to look for 'Sendmail' -jesse > > === > Your message did not reach some or all of the intended recipients. > > Subject: [#51] SUBJECT TEXT > Sent: 08/10/2008 16:28 > > The following recipient(s) cannot be reached: > > "553 List:; syntax illegal for recipient > addresses"@SERVER.DOMAIN.LOCAL on 08/10/2008 16:28 > The format of the e-mail address is incorrect. Check the > address, look up the recipient in the Address Book, or contact the > recipient directly to find out the correct address. > < SERVER.DOMAIN.LOCAL #5.1.3> > === > > I was the Requestor which is why I assume I got the message back. I > assume if another customer was the Requestor they would get the message > back. > > The /var/log/maillog is: > > === > Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: from=apache, > size=1272, class=-60, nrcpts=1, > msgid=, > relay=apache at localhost > Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: m98FS4jJ011331: > DSN: "OtherRecipients of COMPANY Ticket #51":;... List:; syntax illegal > for recipient addresses > === > > I don't have the experience with RT to have changed anything other than > the config file when setting it up. Does anybody have any suggestions? > > Kind regards, > > Paul Broadwith (MBCS) > Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified > for 2008 > > > Tel.: 01955 698203 > Windows Messenger: paul.broadwith at blueivy.co.uk > Web: http://www.blueivy.co.uk > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel > Cadieux > Sent: 08 October 2008 16:06 > To: Curtis Bruneau; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > > ahh, i get you. > > indeed, the SSL functionality should work flawlessly now, but we weren't > actually *using* it per se, it was just turned on by default. our RT > implementation is internal only, and the mysql database is runs on the > same host as apache, so there's really no need for it. > > :) > > -gabe > > -----Original Message----- > From: Curtis Bruneau [mailto:curtisb at vianet.ca] > Sent: Wednesday, October 08, 2008 10:03 AM > To: Gabriel Cadieux; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > > > Understood, just saying you should still be able to use SSL without > issues with the fixed driver. > > Gabriel Cadieux wrote: > > yes, i understand that, but you have to take into consideration the > fact that someone also mentioned disabling SSL altogether slowed their > segfaults, and this is exactly what happened when i tried it as well. > before i disabled SSL, i was getting several crashes per day, around 8 > or so... constantly. this continued for almost a week. after disabling > it, it went steady for a couple days between each segfault, for about > another week, until everything finally turned out fine (so far anyways) > when i downgraded DBD::mysql.. i haven't seen a segfault in logs since > last friday. > > > > logic forces me to conclude the problem was not necessarely caused, > but most likely exacerbated by the SSL functionality being turned on. > > > > -gabe > > > > -----Original Message----- > > From: Curtis Bruneau [mailto:curtisb at vianet.ca] > > Sent: Wednesday, October 08, 2008 9:45 AM > > To: Gabriel Cadieux; rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > > > > > > I think it's just a bug in DBD:mysql, I had the same issue and it's a > > well documented problem. I can't see why SSL would have any effect, > it's > > just a protocol not a driver. > > > > Gabriel Cadieux wrote: > > > >> after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the > buggy 4.00.7), i am happy to announce that there have been no segfaults > on our RT server since last friday. i beleive each of these options must > have been partially responsible for the problem... i will wait approx. > another week and then consider this issue resolved due to the changes > applied. i will let you all know how it turns out. > >> > >> -gabe > >> > >> -----Original Message----- > >> From: d tbsky [mailto:tbskyd at gmail.com] > >> Sent: Thursday, October 02, 2008 9:20 PM > >> To: Gabriel Cadieux > >> Cc: rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages > >> > >> > >> 2008/9/30 Gabriel Cadieux : > >> > >> > >>> it seems i was too quick to assume that my disabling apache's SSL > functionality worked to counter this issue; > >>> > >>> the server just now crapped out AGAIN with the same symptoms: i > clicked a link this morning after having a firefox window open on RT all > night, and was once again greeted with a white page and a nice segfault > on my tailf console... ;/ it also crashed several more times afterwards, > every single time i did an F5 to try and refresh. > >>> > >>> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will > report once more in the next few days on the issue. > >>> > >>> good luck to all affected by this ubiquitous issue. > >>> > >>> > >>> > >> disable ssl slow down the segfault. our rt system runs for 3 days. > it > >> segfault almost every day before. > >> but the problem is still there. i now again wondering about > mod_perl.. > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> > >> > > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From steve.hopps at gmail.com Wed Oct 8 15:14:15 2008 From: steve.hopps at gmail.com (Steve Hopps) Date: Wed, 8 Oct 2008 14:14:15 -0500 Subject: [rt-users] Corrupted Attachments In-Reply-To: <20081004155758.GB19026@bestpractical.com> References: <280541245EBA5E4C8962C64B522AFE9A405394@sticore.securetechnologies.ca.local> <20081004155758.GB19026@bestpractical.com> Message-ID: <7c086ee20810081214i1eafd533nea6089accfca9788@mail.gmail.com> I've followed the upgrade instructions but have the same problem with attachments being corrupted in 3.8.1. Perhaps there is another issue that has yet to be addressed? Nobody offered any suggestions to my previous post on this subject so I assumed this was an unsolved issue still. My earlier post follows: I'm having a problem with corruption as well. I had missed this upgrade because I am running mysql 5.x so presumed it didn't apply. I've since run the script and everything seemed to work, but of course this is after doing the 3.8.1 upgrades. My attachments still seem to be corrupting, any suggestions? This is the output of show create table attachments: Attachments CREATE TABLE `Attachments` ( `id` int(11) NOT NULL auto_increment, `TransactionId` int(11) NOT NULL, `Parent` int(11) NOT NULL default '0', `MessageId` varchar(160) character set ascii default NULL, `Subject` varchar(255) default NULL, `Filename` varchar(255) default NULL, `ContentType` varchar(80) character set ascii default NULL, `ContentEncoding` varchar(80) character set ascii default NULL, `Content` longblob, `Headers` longtext, `Creator` int(11) NOT NULL default '0', `Created` datetime default NULL, PRIMARY KEY (`id`), KEY `Attachments2` (`TransactionId`), KEY `Attachments3` (`Parent`,`TransactionId`) ) ENGINE=InnoDB AUTO_INCREMENT=4221 DEFAULT CHARSET=utf8 On Sat, Oct 4, 2008 at 10:57 AM, Jesse Vincent wrote: > > > > Yes. I've seen this dicussion numerous times in the past and know it > > > to be an issue with following the upgrade path. Perhaps I didn't > > > follow the previous conversation paths correctly. > > > > That would be plausible except: > > > > a. my RT 3.8.1 install is a brand spanking new install. > > > > b. my RT 3.4.2 install is untouched. > > > > c. the only thing 'upgraded' about my RT environment is the database > > tables. > > > Yes. This says pretty clearly that you didn't run the tool described in > the 'UPGRADING' file in the RT 3.8.1 distribution. > > > > Attachments are corrupted if mail is routed to the 3.8.1 install. They > > are not when routed to the 3.4.2 install. > > > > Matt > > > > I followed the upgrade documents to the letter in my test environment > > with a snapshot of the database. The ALTER tables process might work > > well for folks with a smaller data set but with 18GB of data, it takes > > four hours to run on a E5310 Xeon with dedicated disks. That is far > > too long to have our systems out of production. > > > > Changing the character set of the database tables from latin to UTF > > can be done far more quickly and with less risk by dumping the > > database to disk, using sed to alter the dump file, and then > > importing. That process is hours faster. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 jesse at bestpractical.com Wed Oct 8 16:48:34 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 8 Oct 2008 16:48:34 -0400 Subject: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail In-Reply-To: References: <20081008190018.GT19026@bestpractical.com> Message-ID: [please keep rt-users CCed] On Oct 8, 2008, at 4:29 PM, Paul Broadwith wrote: > Hi Jesse, > > Thanks for emailing me. > > Can you be more specific? I have been through the RT_SiteConfig.pm > about > a dozen times today to see if I can figure out where it is and I am > none > the wiser. I have it set to 'sendmailpipe' as per the default. > Try RT_Config.pm, not RT_SiteConfig.pm. > === > Set($MailCommand , 'sendmailpipe'); > Set($SendmailArguments , '-oi -t -ODeliveryMode=b -OErrorMode=m > -f"support at blueivy.co.uk"'); > Set($SendmailBounceArguments , '-f ""'); > Set($SendmailPath , "/usr/sbin/sendmail"); > === > > Mail does go out and in, it just doesn't when CC or BCC addresses are > added ... > > Kind regards, > > Paul Broadwith (MBCS) > Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner > Qualified > for 2008 > > > Tel.: 01955 698203 > Windows Messenger: paul.broadwith at blueivy.co.uk > Web: http://www.blueivy.co.uk > > > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: 08 October 2008 20:00 > To: Paul Broadwith > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 > LIST > error from sendmail > > > > > On Wed, Oct 08, 2008 at 04:32:23PM +0100, Paul Broadwith wrote: >> If I click to Reply to a message in an RT Ticket and add either CC, > BCC >> or both I get the following message immediately returned (obviously I >> change some names to protect the guilty - they are in uppercase): > > You've misconfigured RT. Have a look in the RT_Config.pm file. You > might > want to look for 'Sendmail' > > -jesse > >> >> === >> Your message did not reach some or all of the intended recipients. >> >> Subject: [#51] SUBJECT TEXT >> Sent: 08/10/2008 16:28 >> >> The following recipient(s) cannot be reached: >> >> "553 List:; syntax illegal for recipient >> addresses"@SERVER.DOMAIN.LOCAL on 08/10/2008 16:28 >> The format of the e-mail address is incorrect. Check the >> address, look up the recipient in the Address Book, or contact the >> recipient directly to find out the correct address. >> < SERVER.DOMAIN.LOCAL #5.1.3> >> === >> >> I was the Requestor which is why I assume I got the message back. I >> assume if another customer was the Requestor they would get the > message >> back. >> >> The /var/log/maillog is: >> >> === >> Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: from=apache, >> size=1272, class=-60, nrcpts=1, >> msgid=, >> relay=apache at localhost >> Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: > m98FS4jJ011331: >> DSN: "OtherRecipients of COMPANY Ticket #51":;... List:; syntax > illegal >> for recipient addresses >> === >> >> I don't have the experience with RT to have changed anything other > than >> the config file when setting it up. Does anybody have any >> suggestions? >> >> Kind regards, >> >> Paul Broadwith (MBCS) >> Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner > Qualified >> for 2008 >> >> >> Tel.: 01955 698203 >> Windows Messenger: paul.broadwith at blueivy.co.uk >> Web: http://www.blueivy.co.uk >> >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >> Gabriel >> Cadieux >> Sent: 08 October 2008 16:06 >> To: Curtis Bruneau; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >> >> ahh, i get you. >> >> indeed, the SSL functionality should work flawlessly now, but we > weren't >> actually *using* it per se, it was just turned on by default. our RT >> implementation is internal only, and the mysql database is runs on >> the >> same host as apache, so there's really no need for it. >> >> :) >> >> -gabe >> >> -----Original Message----- >> From: Curtis Bruneau [mailto:curtisb at vianet.ca] >> Sent: Wednesday, October 08, 2008 10:03 AM >> To: Gabriel Cadieux; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >> >> >> Understood, just saying you should still be able to use SSL without >> issues with the fixed driver. >> >> Gabriel Cadieux wrote: >>> yes, i understand that, but you have to take into consideration the >> fact that someone also mentioned disabling SSL altogether slowed >> their >> segfaults, and this is exactly what happened when i tried it as well. >> before i disabled SSL, i was getting several crashes per day, >> around 8 >> or so... constantly. this continued for almost a week. after >> disabling >> it, it went steady for a couple days between each segfault, for about >> another week, until everything finally turned out fine (so far > anyways) >> when i downgraded DBD::mysql.. i haven't seen a segfault in logs >> since >> last friday. >>> >>> logic forces me to conclude the problem was not necessarely caused, >> but most likely exacerbated by the SSL functionality being turned on. >>> >>> -gabe >>> >>> -----Original Message----- >>> From: Curtis Bruneau [mailto:curtisb at vianet.ca] >>> Sent: Wednesday, October 08, 2008 9:45 AM >>> To: Gabriel Cadieux; rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >>> >>> >>> I think it's just a bug in DBD:mysql, I had the same issue and it's > a >>> well documented problem. I can't see why SSL would have any effect, >> it's >>> just a protocol not a driver. >>> >>> Gabriel Cadieux wrote: >>> >>>> after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the >> buggy 4.00.7), i am happy to announce that there have been no > segfaults >> on our RT server since last friday. i beleive each of these options > must >> have been partially responsible for the problem... i will wait >> approx. >> another week and then consider this issue resolved due to the changes >> applied. i will let you all know how it turns out. >>>> >>>> -gabe >>>> >>>> -----Original Message----- >>>> From: d tbsky [mailto:tbskyd at gmail.com] >>>> Sent: Thursday, October 02, 2008 9:20 PM >>>> To: Gabriel Cadieux >>>> Cc: rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >>>> >>>> >>>> 2008/9/30 Gabriel Cadieux : >>>> >>>> >>>>> it seems i was too quick to assume that my disabling apache's SSL >> functionality worked to counter this issue; >>>>> >>>>> the server just now crapped out AGAIN with the same symptoms: i >> clicked a link this morning after having a firefox window open on RT > all >> night, and was once again greeted with a white page and a nice > segfault >> on my tailf console... ;/ it also crashed several more times > afterwards, >> every single time i did an F5 to try and refresh. >>>>> >>>>> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and > will >> report once more in the next few days on the issue. >>>>> >>>>> good luck to all affected by this ubiquitous issue. >>>>> >>>>> >>>>> >>>> disable ssl slow down the segfault. our rt system runs for 3 days. >> it >>>> segfault almost every day before. >>>> but the problem is still there. i now again wondering about >> mod_perl.. >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> >>>> >>> >>> >>> >>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- > -------------------------------------------------------------------------------- > > Blue Ivy Limited is a limited company registered in Scotland. > Registered company number: SC 221649. > Registered VAT number: GB 774 8460 88. > Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD > > This email and its attachments may be confidential and are intended > solely for the use of the individual to whom it is addressed. Any > views or opinions expressed are solely those of the author and do > not necessarily represent those of ?Blue Ivy Ltd?. > > If you are not the intended recipient of this email and its > attachments, you must take no action based upon them, nor must you > copy or show them to anyone. > > Please contact the sender if you believe you have received this > email in error. > > -------------------------------------------------------------------------------- > > {Blue Ivy Ltd - ICT For Small Businesses} > From KFCrocker at lbl.gov Wed Oct 8 17:46:36 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 08 Oct 2008 14:46:36 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 Message-ID: <48ED2A3C.80304@lbl.gov> To all, The regular guy who has done our installs before is no longer available, so I ended up with this little task. In trying to install 3.8.1, I ran into a couple problems. We do not use the default /opt/rt directory, but a different one. I had instructions to run a "configuration" module that consisted of: ./configure \ --prefix=/xxxx/rt/rt-3.8.1 \ --with-mod_perl=yes \ --with-rt-group=rt \ --with-bin-owner=rt \ --with-libs-owner=rt \ --with-libs-group=rt \ --with-db-type=Oracle \ --with-db-host=**** \ --with-db-dba=**** \ --with-db-database=**** \ --with-db-rt-user=**** \ --with-db-rt-pass=**** \ --with-web-user=rt \ --with-web-group=rt where '****' is really something I can't print. My concern was if something was missing. I got the error message: checking for a BSD-compatible install... ./install-sh -c checking for gawk... no checking for mawk... no checking for nawk... nawk checking for perl... /usr/bin/perl checking for chosen layout... relative checking for gcc... no checking for cc... no checking for cl.exe... no configure: error: no acceptable C compiler found in $PATH See `config.log' for more details. I went ahead and tried to run make testdeps and I got these results: /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite --with-fastcgi perl: >=5.8.3(5.8.5)...found users: rt group (www)...MISSING bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...MISSING web group (www)...MISSING CLI dependencies: Term::ReadKey...found Getopt::Long >= 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue >= 0.40...found Text::Quoted >= 2.02...found CSS::Squish >= 0.06...MISSING Encode >= 2.13...MISSING Encode version 2.13 required--this is only version 2.01 Module::Versions::Report >= 1.05...MISSING Module::Versions::Report version 1.05 required--this is only version 1.03 MIME::Entity >= 5.425...MISSING MIME::Entity version 5.425 required--this is only version 5.417 DBI >= 1.37...found Locale::Maketext::Lexicon >= 0.32...found Devel::StackTrace >= 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 Digest::base...found Time::ParseDate...found File::Temp >= 0.18...MISSING File::Temp version 0.18 required--this is only version 0.16 Locale::Maketext >= 1.06...found Tree::Simple >= 1.04...found Text::Template...found Scalar::Util...found HTML::Scrubber >= 0.08...found File::Spec >= 0.8...found Calendar::Simple...found DBIx::SearchBuilder >= 1.54...MISSING DBIx::SearchBuilder version 1.54 required--this is only version 1.49 Mail::Mailer >= 1.57...found File::ShareDir...MISSING Regexp::Common...found Digest::MD5 >= 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch >= 2.0...found UNIVERSAL::require...found Email::Address...MISSING DASHBOARDS dependencies: HTML::RewriteAttributes >= 0.02...MISSING MIME::Types...found FASTCGI dependencies: CGI::Fast...found CGI >= 3.38...MISSING CGI version 3.38 required--this is only version 3.05 FCGI...found GD dependencies: GD::Text...found GD...found GD::Graph...found GPG dependencies: PerlIO::eol...MISSING GnuPG::Interface...MISSING ICAL dependencies: Data::ICal...MISSING MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder...found Getopt::Long...found HTML::FormatText...found LWP::UserAgent...found MASON dependencies: Storable >= 2.08...found CSS::Squish >= 0.06...MISSING Apache::Session >= 1.53...found Errno...found Devel::StackTrace >= 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 CGI::Cookie >= 1.20...found Text::WikiFormat >= 0.76...found XML::RSS >= 1.05...found HTML::Mason >= 1.36...MISSING HTML::Mason version 1.36 required--this is only version 1.28 Digest::MD5 >= 2.27...found SMTP dependencies: Net::SMTP...found SQLITE dependencies: DBD::SQLite >= 1.00...found STANDALONE dependencies: Net::Server::PreFork...MISSING Net::Server...MISSING HTTP::Server::Simple >= 0.34...MISSING HTTP::Server::Simple version 0.34 required--this is only version 0.20 at (eval 138) line 2, line 11. HTTP::Server::Simple::Mason >= 0.09...found SOME DEPENDENCIES WERE MISSING. DASHBOARDS missing dependencies: HTML::RewriteAttributes >= 0.02...MISSING ICAL missing dependencies: Data::ICal...MISSING STANDALONE missing dependencies: HTTP::Server::Simple >= 0.34...MISSING HTTP::Server::Simple version 0.34 required--this is only version 0.20 at (eval 138) line 2, line 11. Net::Server::PreFork...MISSING Net::Server...MISSING GPG missing dependencies: PerlIO::eol...MISSING GnuPG::Interface...MISSING CORE missing dependencies: Devel::StackTrace >= 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 DBIx::SearchBuilder >= 1.54...MISSING DBIx::SearchBuilder version 1.54 required--this is only version 1.49 CSS::Squish >= 0.06...MISSING Encode >= 2.13...MISSING Encode version 2.13 required--this is only version 2.01 File::ShareDir...MISSING Module::Versions::Report >= 1.05...MISSING Module::Versions::Report version 1.05 required--this is only version 1.03 MIME::Entity >= 5.425...MISSING MIME::Entity version 5.425 required--this is only version 5.417 File::Temp >= 0.18...MISSING File::Temp version 0.18 required--this is only version 0.16 Email::Address...MISSING FASTCGI missing dependencies: CGI >= 3.38...MISSING CGI version 3.38 required--this is only version 3.05 MASON missing dependencies: HTML::Mason >= 1.36...MISSING HTML::Mason version 1.36 required--this is only version 1.28 Devel::StackTrace >= 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 CSS::Squish >= 0.06...MISSING make: *** [testdeps] Error 1 Some (hell most) of this stuff is absolutely GREEK to me. When it says "MISSING" it shows something I provided in the "configure" phase, so how could it be missing? One of my MAJOR concerns is where it says something like" "Encode version 2.13 required--this is only version 2.01" OR "Module::Versions::Report version 1.05 required--this is only version 1.03" OR "DBIx::SearchBuilder >= 1.54...MISSING DBIx::SearchBuilder version 1.54 required--this is only version 1.49" I don't know where this stuff is or why it's missing. Doesn't SearchBuilder come with the installation? If so, why can't it find the latest version? I really do NOT understand this. Can I get some guidence here? Thanks. Kenn LBNL From smccreadie at CanyonPartners.com Wed Oct 8 17:57:39 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 8 Oct 2008 14:57:39 -0700 Subject: [rt-users] RT 3.8.: Customize RT at a glance In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053A2@sticore.securetechnologies.ca.local> References: <2631CB50A94F5A4998D56D158D071D6B0123CACB@BEFUNCIONARIOS.uminho.pt> <280541245EBA5E4C8962C64B522AFE9A4053A2@sticore.securetechnologies.ca.local> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8010C46BB@SR-ES-EMAIL01.canyonpartners.local> Felipe, I edited my "RT at a glance" title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for "RT at a glance". One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads " Company Name Request Tracker" I did this by inserting " [_1] Request Tracker" into lines 6 and 81 where "RT at a glance" used to be. Thanks Sean From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel Cadieux Sent: Wednesday, October 08, 2008 8:41 AM To: Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance i'm sure you can change all that stuff if you edit the raw html/perl stuff. have a look in there and grep for "RT at a Glance" or whatever the spelling is for the string you want.. as for the color, it's probably in the css somewhere if there is some (i'm guessing) -gabe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Filipe Jos? Silva Clemente Sent: Wednesday, October 08, 2008 10:34 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8.: Customize RT at a glance Hi, Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? Is it possible to change the RT 3.8 web console blue color, to some other color? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Wed Oct 8 17:59:11 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 8 Oct 2008 14:59:11 -0700 Subject: [rt-users] RT 3.8.: Customize RT at a glance In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8010C46BB@SR-ES-EMAIL01.canyonpartners.local> References: <2631CB50A94F5A4998D56D158D071D6B0123CACB@BEFUNCIONARIOS.uminho.pt><280541245EBA5E4C8962C64B522AFE9A4053A2@sticore.securetechnologies.ca.local> <6A8A671AFE630144BC8AE1D84E6700B8010C46BB@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8010C46BC@SR-ES-EMAIL01.canyonpartners.local> Also, in order to see the changes don't forget to clear your Mason cache and restart apache. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean McCreadie Sent: Wednesday, October 08, 2008 2:58 PM To: Gabriel Cadieux; Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance Felipe, I edited my "RT at a glance" title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for "RT at a glance". One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads " Company Name Request Tracker" I did this by inserting " [_1] Request Tracker" into lines 6 and 81 where "RT at a glance" used to be. Thanks Sean From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel Cadieux Sent: Wednesday, October 08, 2008 8:41 AM To: Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance i'm sure you can change all that stuff if you edit the raw html/perl stuff. have a look in there and grep for "RT at a Glance" or whatever the spelling is for the string you want.. as for the color, it's probably in the css somewhere if there is some (i'm guessing) -gabe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Filipe Jos? Silva Clemente Sent: Wednesday, October 08, 2008 10:34 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8.: Customize RT at a glance Hi, Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? Is it possible to change the RT 3.8 web console blue color, to some other color? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Wed Oct 8 18:33:04 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 08 Oct 2008 23:33:04 +0100 Subject: [rt-users] RT-Authen-ExternalAuth custom LDAP port In-Reply-To: References: Message-ID: <48ED3520.8040804@jennic.com> John Rodger wrote: > > I have the RT-Authen-ExternalAuth module running nicely on our RT server > > and am using LDAP for all authentication, but I've run into a little > > problem I was hoping someone could shed some light on. I need to > > authenticate users in a separate domain in the same AD forest, and I > > found using ldapsearch that using port 3268 (Microsoft's Global Catalog > > port) is the only way the ldapsearch will query the other domain (there > > was a problem with not following ldap referrals). However, using > > RT-Authen-ExternalAuth I could not find any record of a variable that > > will let you designate the ldap port, and when I try to modify the > > LdapServer variable from: Set($LdapServer, 'ldap.test.com') to: > > Set($LdapServer, 'ldap.test.com:3268') authentication fails for both > > domains. > > > > Does anyone know how I could go about modifying this? If all else fails > > I'm going to try using apache's ldap module for authentication and > > change the ldap port there, but I'd rather stick with the RT solution. A simple config option is required. It's just not as easy to find as it's technically a Net::LDAP config option not an ExternalAuth one: In your RT_SiteConfig.pm: - 'net_ldap_args' => [ version => 3 ], + 'net_ldap_args' => [ version => 3, port => 3268 ], -- 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 alexyoung at scoutsolutions.co.uk Wed Oct 8 19:55:00 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Thu, 9 Oct 2008 00:55:00 +0100 Subject: [rt-users] searching resolved ticket dependancies Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64AA6F53@s-wor-e-001.SCOUTSOFFICE.local> Hi, I'm trying to do a search of tickets that are new and open, but only if they don't depend on any other tickets or the tickets they depend on has been resolved. I had this so far: ( Status = 'new' OR Status = 'open' ) AND FinalPriority > 0 AND Due < '2 days' AND DependsOn = 'NULL' This wont quite work, as it wont display tickets when their parent dependant ticket has been resolved. I want do this so I can use rt-crontool to escalate tickets each evening, while leaving dependant tickets untouched until their parent dependant has been resolved. Any ideas? Can it be done? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From phillip.tan at pacificarena.travel Wed Oct 8 21:08:30 2008 From: phillip.tan at pacificarena.travel (Phillip Tan) Date: Thu, 9 Oct 2008 09:08:30 +0800 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48ED2A3C.80304@lbl.gov> Message-ID: <22FD430388B9984092EB14523AFF935603A28271@pamail.pno.localnet> Hi Kenn, You might need to run the following to install a gcc and cc complier before the 'make fixdeps' can correctly run and fix the dependencies. #sudo apt-get install build-essential #sudo apt-get install linux-headers-`uname -r` I'm assuming that you're using Ubuntu. Hope this helps. Regards, phillip. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Thursday, October 09, 2008 5:47 AM To: rt Users Subject: [rt-users] Trouble upgrading to 3.8.1 To all, The regular guy who has done our installs before is no longer available, so I ended up with this little task. In trying to install 3.8.1, I ran into a couple problems. We do not use the default /opt/rt directory, but a different one. I had instructions to run a "configuration" module that consisted of: ./configure \ --prefix=/xxxx/rt/rt-3.8.1 \ --with-mod_perl=yes \ --with-rt-group=rt \ --with-bin-owner=rt \ --with-libs-owner=rt \ --with-libs-group=rt \ --with-db-type=Oracle \ --with-db-host=**** \ --with-db-dba=**** \ --with-db-database=**** \ --with-db-rt-user=**** \ --with-db-rt-pass=**** \ --with-web-user=rt \ --with-web-group=rt where '****' is really something I can't print. My concern was if something was missing. I got the error message: checking for a BSD-compatible install... ./install-sh -c checking for gawk... no checking for mawk... no checking for nawk... nawk checking for perl... /usr/bin/perl checking for chosen layout... relative checking for gcc... no checking for cc... no checking for cl.exe... no configure: error: no acceptable C compiler found in $PATH See `config.log' for more details. I went ahead and tried to run make testdeps and I got these results: /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite --with-fastcgi perl: >=5.8.3(5.8.5)...found users: rt group (www)...MISSING bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...MISSING web group (www)...MISSING CLI dependencies: Term::ReadKey...found Getopt::Long >= 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue >= 0.40...found Text::Quoted >= 2.02...found CSS::Squish >= 0.06...MISSING Encode >= 2.13...MISSING Encode version 2.13 required--this is only version 2.01 Module::Versions::Report >= 1.05...MISSING Module::Versions::Report version 1.05 required--this is only version 1.03 MIME::Entity >= 5.425...MISSING MIME::Entity version 5.425 required--this is only version 5.417 DBI >= 1.37...found Locale::Maketext::Lexicon >= 0.32...found Devel::StackTrace >= 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 Digest::base...found Time::ParseDate...found File::Temp >= 0.18...MISSING File::Temp version 0.18 required--this is only version 0.16 Locale::Maketext >= 1.06...found Tree::Simple >= 1.04...found Text::Template...found Scalar::Util...found HTML::Scrubber >= 0.08...found File::Spec >= 0.8...found Calendar::Simple...found DBIx::SearchBuilder >= 1.54...MISSING DBIx::SearchBuilder version 1.54 required--this is only version 1.49 Mail::Mailer >= 1.57...found File::ShareDir...MISSING Regexp::Common...found Digest::MD5 >= 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch >= 2.0...found UNIVERSAL::require...found Email::Address...MISSING DASHBOARDS dependencies: HTML::RewriteAttributes >= 0.02...MISSING MIME::Types...found FASTCGI dependencies: CGI::Fast...found CGI >= 3.38...MISSING CGI version 3.38 required--this is only version 3.05 FCGI...found GD dependencies: GD::Text...found GD...found GD::Graph...found GPG dependencies: PerlIO::eol...MISSING GnuPG::Interface...MISSING ICAL dependencies: Data::ICal...MISSING MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder...found Getopt::Long...found HTML::FormatText...found LWP::UserAgent...found MASON dependencies: Storable >= 2.08...found CSS::Squish >= 0.06...MISSING Apache::Session >= 1.53...found Errno...found Devel::StackTrace >= 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 CGI::Cookie >= 1.20...found Text::WikiFormat >= 0.76...found XML::RSS >= 1.05...found HTML::Mason >= 1.36...MISSING HTML::Mason version 1.36 required--this is only version 1.28 Digest::MD5 >= 2.27...found SMTP dependencies: Net::SMTP...found SQLITE dependencies: DBD::SQLite >= 1.00...found STANDALONE dependencies: Net::Server::PreFork...MISSING Net::Server...MISSING HTTP::Server::Simple >= 0.34...MISSING HTTP::Server::Simple version 0.34 required--this is only version 0.20 at (eval 138) line 2, line 11. HTTP::Server::Simple::Mason >= 0.09...found SOME DEPENDENCIES WERE MISSING. DASHBOARDS missing dependencies: HTML::RewriteAttributes >= 0.02...MISSING ICAL missing dependencies: Data::ICal...MISSING STANDALONE missing dependencies: HTTP::Server::Simple >= 0.34...MISSING HTTP::Server::Simple version 0.34 required--this is only version 0.20 at (eval 138) line 2, line 11. Net::Server::PreFork...MISSING Net::Server...MISSING GPG missing dependencies: PerlIO::eol...MISSING GnuPG::Interface...MISSING CORE missing dependencies: Devel::StackTrace >= 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 DBIx::SearchBuilder >= 1.54...MISSING DBIx::SearchBuilder version 1.54 required--this is only version 1.49 CSS::Squish >= 0.06...MISSING Encode >= 2.13...MISSING Encode version 2.13 required--this is only version 2.01 File::ShareDir...MISSING Module::Versions::Report >= 1.05...MISSING Module::Versions::Report version 1.05 required--this is only version 1.03 MIME::Entity >= 5.425...MISSING MIME::Entity version 5.425 required--this is only version 5.417 File::Temp >= 0.18...MISSING File::Temp version 0.18 required--this is only version 0.16 Email::Address...MISSING FASTCGI missing dependencies: CGI >= 3.38...MISSING CGI version 3.38 required--this is only version 3.05 MASON missing dependencies: HTML::Mason >= 1.36...MISSING HTML::Mason version 1.36 required--this is only version 1.28 Devel::StackTrace >= 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 CSS::Squish >= 0.06...MISSING make: *** [testdeps] Error 1 Some (hell most) of this stuff is absolutely GREEK to me. When it says "MISSING" it shows something I provided in the "configure" phase, so how could it be missing? One of my MAJOR concerns is where it says something like" "Encode version 2.13 required--this is only version 2.01" OR "Module::Versions::Report version 1.05 required--this is only version 1.03" OR "DBIx::SearchBuilder >= 1.54...MISSING DBIx::SearchBuilder version 1.54 required--this is only version 1.49" I don't know where this stuff is or why it's missing. Doesn't SearchBuilder come with the installation? If so, why can't it find the latest version? I really do NOT understand this. Can I get some guidence here? 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 JoopvandeWege at mococo.nl Thu Oct 9 03:07:35 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 09 Oct 2008 09:07:35 +0200 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48ED2A3C.80304@lbl.gov> References: <48ED2A3C.80304@lbl.gov> Message-ID: <48EDADB7.6090209@mococo.nl> Kenneth Crocker wrote: > To all, > > > The regular guy who has done our installs before is no longer > available, so I ended up with this little task. In trying to install > 3.8.1, I ran into a couple problems. We do not use the default /opt/rt > directory, but a different one. I had instructions to run a > "configuration" module that consisted of: > > ./configure \ > --prefix=/xxxx/rt/rt-3.8.1 \ > --with-mod_perl=yes \ > --with-rt-group=rt \ > --with-bin-owner=rt \ > --with-libs-owner=rt \ > --with-libs-group=rt \ > --with-db-type=Oracle \ > --with-db-host=**** \ > --with-db-dba=**** \ > --with-db-database=**** \ > --with-db-rt-user=**** \ > --with-db-rt-pass=**** \ > --with-web-user=rt \ > --with-web-group=rt > > where '****' is really something I can't print. My concern was if > something was missing. I got the error message: > > checking for a BSD-compatible install... ./install-sh -c > checking for gawk... no > checking for mawk... no > checking for nawk... nawk > checking for perl... /usr/bin/perl > checking for chosen layout... relative > checking for gcc... no > checking for cc... no > checking for cl.exe... no > configure: error: no acceptable C compiler found in $PATH > See `config.log' for more details. > > I went ahead and tried to run make testdeps and I got these results: > > I don't know where this stuff is or why it's missing. Doesn't > SearchBuilder come with the installation? If so, why can't it find the > latest version? I really do NOT understand this. Can I get some guidence > here? Thanks. make testdeps just does that it test for dependancies and prints MISSING if it finds perl modules which are not up to date. Running 'make fixdeps' takes care of updating the required modules, BUT then you'll need a properly configured CPAN and the needed gcc and assorted utils. Please supply your OS as the way to get the required utils varies with the Linux distribution. Just ask if you need help, I have installed RT dozens of times on both Ubuntu and Centos almost always using Oracle as a backend. Joop From paul.broadwith at blueivy.co.uk Thu Oct 9 03:09:35 2008 From: paul.broadwith at blueivy.co.uk (Paul Broadwith) Date: Thu, 9 Oct 2008 08:09:35 +0100 Subject: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail In-Reply-To: References: <20081008190018.GT19026@bestpractical.com> Message-ID: There is a HUGE warning in RT_Config.pm that you shouldn't edit it but instead copy sections to the RT_SiteConfig.pm. I'm still unsure of even what variable or section I should be editing. Can you give me some pointers? Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: paul.broadwith at blueivy.co.uk Web: http://www.blueivy.co.uk -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: 08 October 2008 21:49 To: Paul Broadwith Cc: RT-Users Users Subject: Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail [please keep rt-users CCed] On Oct 8, 2008, at 4:29 PM, Paul Broadwith wrote: > Hi Jesse, > > Thanks for emailing me. > > Can you be more specific? I have been through the RT_SiteConfig.pm > about > a dozen times today to see if I can figure out where it is and I am > none > the wiser. I have it set to 'sendmailpipe' as per the default. > Try RT_Config.pm, not RT_SiteConfig.pm. > === > Set($MailCommand , 'sendmailpipe'); > Set($SendmailArguments , '-oi -t -ODeliveryMode=b -OErrorMode=m > -f"support at blueivy.co.uk"'); > Set($SendmailBounceArguments , '-f ""'); > Set($SendmailPath , "/usr/sbin/sendmail"); > === > > Mail does go out and in, it just doesn't when CC or BCC addresses are > added ... > > Kind regards, > > Paul Broadwith (MBCS) > Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner > Qualified > for 2008 > > > Tel.: 01955 698203 > Windows Messenger: paul.broadwith at blueivy.co.uk > Web: http://www.blueivy.co.uk > > > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: 08 October 2008 20:00 > To: Paul Broadwith > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 > LIST > error from sendmail > > > > > On Wed, Oct 08, 2008 at 04:32:23PM +0100, Paul Broadwith wrote: >> If I click to Reply to a message in an RT Ticket and add either CC, > BCC >> or both I get the following message immediately returned (obviously I >> change some names to protect the guilty - they are in uppercase): > > You've misconfigured RT. Have a look in the RT_Config.pm file. You > might > want to look for 'Sendmail' > > -jesse > >> >> === >> Your message did not reach some or all of the intended recipients. >> >> Subject: [#51] SUBJECT TEXT >> Sent: 08/10/2008 16:28 >> >> The following recipient(s) cannot be reached: >> >> "553 List:; syntax illegal for recipient >> addresses"@SERVER.DOMAIN.LOCAL on 08/10/2008 16:28 >> The format of the e-mail address is incorrect. Check the >> address, look up the recipient in the Address Book, or contact the >> recipient directly to find out the correct address. >> < SERVER.DOMAIN.LOCAL #5.1.3> >> === >> >> I was the Requestor which is why I assume I got the message back. I >> assume if another customer was the Requestor they would get the > message >> back. >> >> The /var/log/maillog is: >> >> === >> Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: from=apache, >> size=1272, class=-60, nrcpts=1, >> msgid=, >> relay=apache at localhost >> Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: > m98FS4jJ011331: >> DSN: "OtherRecipients of COMPANY Ticket #51":;... List:; syntax > illegal >> for recipient addresses >> === >> >> I don't have the experience with RT to have changed anything other > than >> the config file when setting it up. Does anybody have any >> suggestions? >> >> Kind regards, >> >> Paul Broadwith (MBCS) >> Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner > Qualified >> for 2008 >> >> >> Tel.: 01955 698203 >> Windows Messenger: paul.broadwith at blueivy.co.uk >> Web: http://www.blueivy.co.uk >> >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >> Gabriel >> Cadieux >> Sent: 08 October 2008 16:06 >> To: Curtis Bruneau; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >> >> ahh, i get you. >> >> indeed, the SSL functionality should work flawlessly now, but we > weren't >> actually *using* it per se, it was just turned on by default. our RT >> implementation is internal only, and the mysql database is runs on >> the >> same host as apache, so there's really no need for it. >> >> :) >> >> -gabe >> >> -----Original Message----- >> From: Curtis Bruneau [mailto:curtisb at vianet.ca] >> Sent: Wednesday, October 08, 2008 10:03 AM >> To: Gabriel Cadieux; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >> >> >> Understood, just saying you should still be able to use SSL without >> issues with the fixed driver. >> >> Gabriel Cadieux wrote: >>> yes, i understand that, but you have to take into consideration the >> fact that someone also mentioned disabling SSL altogether slowed >> their >> segfaults, and this is exactly what happened when i tried it as well. >> before i disabled SSL, i was getting several crashes per day, >> around 8 >> or so... constantly. this continued for almost a week. after >> disabling >> it, it went steady for a couple days between each segfault, for about >> another week, until everything finally turned out fine (so far > anyways) >> when i downgraded DBD::mysql.. i haven't seen a segfault in logs >> since >> last friday. >>> >>> logic forces me to conclude the problem was not necessarely caused, >> but most likely exacerbated by the SSL functionality being turned on. >>> >>> -gabe >>> >>> -----Original Message----- >>> From: Curtis Bruneau [mailto:curtisb at vianet.ca] >>> Sent: Wednesday, October 08, 2008 9:45 AM >>> To: Gabriel Cadieux; rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >>> >>> >>> I think it's just a bug in DBD:mysql, I had the same issue and it's > a >>> well documented problem. I can't see why SSL would have any effect, >> it's >>> just a protocol not a driver. >>> >>> Gabriel Cadieux wrote: >>> >>>> after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the >> buggy 4.00.7), i am happy to announce that there have been no > segfaults >> on our RT server since last friday. i beleive each of these options > must >> have been partially responsible for the problem... i will wait >> approx. >> another week and then consider this issue resolved due to the changes >> applied. i will let you all know how it turns out. >>>> >>>> -gabe >>>> >>>> -----Original Message----- >>>> From: d tbsky [mailto:tbskyd at gmail.com] >>>> Sent: Thursday, October 02, 2008 9:20 PM >>>> To: Gabriel Cadieux >>>> Cc: rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages >>>> >>>> >>>> 2008/9/30 Gabriel Cadieux : >>>> >>>> >>>>> it seems i was too quick to assume that my disabling apache's SSL >> functionality worked to counter this issue; >>>>> >>>>> the server just now crapped out AGAIN with the same symptoms: i >> clicked a link this morning after having a firefox window open on RT > all >> night, and was once again greeted with a white page and a nice > segfault >> on my tailf console... ;/ it also crashed several more times > afterwards, >> every single time i did an F5 to try and refresh. >>>>> >>>>> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and > will >> report once more in the next few days on the issue. >>>>> >>>>> good luck to all affected by this ubiquitous issue. >>>>> >>>>> >>>>> >>>> disable ssl slow down the segfault. our rt system runs for 3 days. >> it >>>> segfault almost every day before. >>>> but the problem is still there. i now again wondering about >> mod_perl.. >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> >>>> >>> >>> >>> >>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- > ------------------------------------------------------------------------ -------- > > Blue Ivy Limited is a limited company registered in Scotland. > Registered company number: SC 221649. > Registered VAT number: GB 774 8460 88. > Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD > > This email and its attachments may be confidential and are intended > solely for the use of the individual to whom it is addressed. Any > views or opinions expressed are solely those of the author and do > not necessarily represent those of ?Blue Ivy Ltd?. > > If you are not the intended recipient of this email and its > attachments, you must take no action based upon them, nor must you > copy or show them to anyone. > > Please contact the sender if you believe you have received this > email in error. > > ------------------------------------------------------------------------ -------- > > {Blue Ivy Ltd - ICT For Small Businesses} > From androw at gmail.com Thu Oct 9 04:18:04 2008 From: androw at gmail.com (Andro Wei) Date: Thu, 9 Oct 2008 16:18:04 +0800 Subject: [rt-users] Approval workflow problem In-Reply-To: References: Message-ID: Hi all According to the book: RT Essentials page 94. It say : "Once an approval is rejected, its original ticket is immediately rejected, and all of its other approvals are rejected as well." I test it in my RT system (version 3.8.1), but in fact RT does not follow the rule mentioned above. When I rejected the approval, RT system just changed the approval ticket' status to "Reject", and the original ticket didn't change anything. Because the approval ticket's status setted to "Reject", the original ticket didn't depend on the approval, so the original ticket displayed in the queue without approving. I think the action about Approval does not make sense. The original ticket should be rejected automatically. Anyone had the same problem?? And how did you solve it? Thanks!! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Thu Oct 9 04:52:46 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 09 Oct 2008 10:52:46 +0200 Subject: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail In-Reply-To: References: <20081008190018.GT19026@bestpractical.com> Message-ID: <48EDC65E.6050702@mococo.nl> Paul Broadwith wrote: > There is a HUGE warning in RT_Config.pm that you shouldn't edit it but > instead copy sections to the RT_SiteConfig.pm. > > I'm still unsure of even what variable or section I should be editing. > Can you give me some pointers? I think Jesse is referring to the fact that using FriendlyNameFrom/To isn't supported when your mailagent is Sendmail. I tried that a couple of weeks ago also and the result was that no email went out, thankfully it was on a test instance ;-) Joop From sunnavy at bestpractical.com Thu Oct 9 04:59:09 2008 From: sunnavy at bestpractical.com (sunnavy) Date: Thu, 9 Oct 2008 16:59:09 +0800 Subject: [rt-users] Approval workflow problem In-Reply-To: References: Message-ID: Hi Andro try to move the line "Depended-On-By: TOP" out of the "Content: ... ENDOFCONTENT" block, e.g. move it above the "Content: ..." line. This should fix the problem. Good luck! On Oct 9, 2008, at 4:18 PM, Andro Wei wrote: > Hi all > > According to the book: RT Essentials page 94. It say : "Once an > approval is rejected, its original ticket is immediately rejected, > and all of its other approvals are rejected as well." > I test it in my RT system (version 3.8.1), but in fact RT does not > follow the rule mentioned above. > When I rejected the approval, RT system just changed the approval > ticket' status to "Reject", > and the original ticket didn't change anything. Because the approval > ticket's status setted to "Reject", > the original ticket didn't depend on the approval, so the original > ticket displayed in the queue without approving. > > I think the action about Approval does not make sense. > The original ticket should be rejected automatically. > Anyone had the same problem?? And how did you solve it? > 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 wishes sunnavy From bernd.kuhlen at wetteronline.de Thu Oct 9 05:20:44 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen -WetterOnline-) Date: Thu, 9 Oct 2008 11:20:44 +0200 Subject: [rt-users] Action::EscalatePriority messing up my ticket history Message-ID: Hi everyone, I've set up my rt-crontool like this: 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" -- action RT::Action::EscalatePriority >/dev/null 2>/dev/null and it's working fine. But I don't want it to mess up my ticket history. I have tickets starting with a priority of 0 and ending with 100 in some weeks time and every night I get a new entry saying that the ticket priority has changed. These entry are informative if the priority has been manually changed but not if they just trace the linear priority escalation done by a cronjob. So after a couple of weeks I have numerous lines with a "ticket-priority changed" entry. That's not nice. I'm new to RT and couldn't find anything about this matter by google or in any wiki. best regards, Bernd From paul.broadwith at blueivy.co.uk Thu Oct 9 05:44:15 2008 From: paul.broadwith at blueivy.co.uk (Paul Broadwith) Date: Thu, 9 Oct 2008 10:44:15 +0100 Subject: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail In-Reply-To: <48EDC65E.6050702@mococo.nl> References: <20081008190018.GT19026@bestpractical.com> <48EDC65E.6050702@mococo.nl> Message-ID: That *appears* to work on the test message I just sent so hopefully that is it fixed. However now my from name is just the email address (which isn't a problem, it just doesn't look "pretty"!) One point though. There is no mention that these variables shouldn't be set when the mailer is set to sendmail - bear in mind my mailer is set to sendmailpipe, which while still sendmail, would suggest to me it's not the same "thing" to RT. I would suggest that the default config file is updated to reflect that (if it isn't already and I've just missed it) and that both sendmail and sendmailpipe (and maybe the others) should be specified. Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: paul.broadwith at blueivy.co.uk Web: http://www.blueivy.co.uk -----Original Message----- From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: 09 October 2008 09:53 To: Paul Broadwith Cc: RT-Users Users Subject: Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail Paul Broadwith wrote: > There is a HUGE warning in RT_Config.pm that you shouldn't edit it but > instead copy sections to the RT_SiteConfig.pm. > > I'm still unsure of even what variable or section I should be editing. > Can you give me some pointers? I think Jesse is referring to the fact that using FriendlyNameFrom/To isn't supported when your mailagent is Sendmail. I tried that a couple of weeks ago also and the result was that no email went out, thankfully it was on a test instance ;-) Joop -------------------------------------------------------------------------------- Blue Ivy Limited is a limited company registered in Scotland. Registered company number: SC 221649. Registered VAT number: GB 774 8460 88. Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of ?Blue Ivy Ltd?. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. -------------------------------------------------------------------------------- {Blue Ivy Ltd - ICT For Small Businesses} From bernd.kuhlen at wetteronline.de Thu Oct 9 06:38:19 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen -WetterOnline-) Date: Thu, 9 Oct 2008 12:38:19 +0200 Subject: [rt-users] Action::EscalatePriority messing up my ticket history In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64AA6F75@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64AA6F75@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <3E8643FF-68F0-402B-81DA-7673166191C3@wetteronline.de> Dear Alex, Dear List, thanks for your quick response. I should add that I'm using RT-3.8.1 on FreeBSD6.3/amd64 (which I forgot in my first mail). I did the following (which didn't quite help me): mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my /local/html/Ticket directory. The whole directory "Callbacks" hadn't existed beforehand. Into the file "SkipTransaction" I dumped the following: <%init> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 1)); <%args> $Transaction => undef $skip => undef $_SkipSystemMessages => undef Then in my "Display.html" I changed this block <& /Ticket/Elements/ShowHistory , Ticket => $TicketObj, Tickets => $Tickets, Collapsed => $ARGS{'Collapsed'}, ShowHeaders => $ARGS{'ShowHeaders'}, Attachments => $attachments, AttachmentContent => $attachment_content, _SkipSystemMessages => !0 <----- that's what I added &> I must confess I don't have a clue what this code is doing I'm not a programmer. The only thing I know: my ticket history is still being messed up with priority-change entries. I'm wondering if I could fix my problem by simply denying any existing rights for the user doing the cron job. Of course the Right "ModifyTicket" is needed but maybe there's some right for tracing changes in the history ? best regards, Bernd On 9 Oct 2008, at 11:29, Alex Young wrote: > I set RT to hide some of the history using this: > http://wiki.bestpractical.com/view/HideTransactions > > All I have done is set it to hide the history of the RT_System user > and > the user I have setup to escalate the tickets. You can still see their > entries on the history page, just not in anoy of the other pages. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bernd > Kuhlen -WetterOnline- > Sent: 09 October 2008 10:21 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Action::EscalatePriority messing up my ticket > history > > Hi everyone, > > I've set up my rt-crontool like this: > > 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- > search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" -- > action RT::Action::EscalatePriority >/dev/null 2>/dev/null > > and it's working fine. But I don't want it to mess up my ticket > history. I have tickets starting with a priority of 0 and ending with > 100 in some weeks time and every night I get a new entry saying that > the ticket priority has changed. These entry are informative if the > priority has been manually changed but not if they just trace the > linear priority escalation done by a cronjob. So after a couple of > weeks I have numerous lines with a "ticket-priority changed" entry. > That's not nice. > > I'm new to RT and couldn't find anything about this matter by google > or in any wiki. > > best regards, > Bernd > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Mit freundlichen Gr??en Best Regards Bernd Kuhlen Diplom-Meteorologe Diplom-Informatiker (FH) Leitung Systemadministration _______________________________________ WetterOnline Meteorologische Dienstleistungen GmbH Am Rheindorfer Ufer 2 D-53117 Bonn Amtsgericht Bonn | HRB Nummer 008664 Gesch?ftsf?hrer: Dr. Joachim Kla?en Fon: +49 (0) 228 55937-73 Fax: +49 (0) 228 55937-80 Mobil: +49 (0) 177 8214319 E-Mail: bernd.kuhlen at wetteronline.de Web: http://www.wetteronline-gmbh.de _______________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Thu Oct 9 06:38:25 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 9 Oct 2008 12:38:25 +0200 Subject: [rt-users] Action::EscalatePriority messing up my ticket history In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394018FF753@w3hamboex11.ger.win.int.kn> Hi Bernd, not sure for EscalatePriority Module, but for the RT::Action::LinearEscalate you can define to not mess um the history: --from the modul: You should prefix options with "LinearEscalate_" in the config: Set( $LinearEscalate_RecordTransaction, 1 ); Set( $LinearEscalate_UpdateLastUpdated, 1 ); From a shell you can use the following command: rt-crontool --search RT::Search::FromSQL --search-arg \ "(Status='new' OR Status='open' OR Status = 'stalled')" \ --action RT::Action::LinearEscalate \ --action-arg "RecordTransaction: 1" If i understand this correct, then set both to 0 will disable this. I think this module is doing more or less the same, but in a linear way. 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 Bernd Kuhlen -WetterOnline- Gesendet: Donnerstag, 9. Oktober 2008 11:21 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Action::EscalatePriority messing up my ticket history Hi everyone, I've set up my rt-crontool like this: 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" -- action RT::Action::EscalatePriority >/dev/null 2>/dev/null and it's working fine. But I don't want it to mess up my ticket history. I have tickets starting with a priority of 0 and ending with 100 in some weeks time and every night I get a new entry saying that the ticket priority has changed. These entry are informative if the priority has been manually changed but not if they just trace the linear priority escalation done by a cronjob. So after a couple of weeks I have numerous lines with a "ticket-priority changed" entry. That's not nice. I'm new to RT and couldn't find anything about this matter by google or in any wiki. best regards, Bernd _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From bernd.kuhlen at wetteronline.de Thu Oct 9 07:59:39 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen -WetterOnline-) Date: Thu, 9 Oct 2008 13:59:39 +0200 Subject: [rt-users] Action::EscalatePriority messing up my ticket history In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394018FF753@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394018FF753@w3hamboex11.ger.win.int.kn> Message-ID: <286F46FE-F004-49D9-B9A6-3EF920DD3A82@wetteronline.de> Hi, that doesn't to the trick either I have to stick with EscalatePriority (for various reasons which are beyond the scope of this thread) an there these options are not available. In fact I cannot find any Option there that gives me a hint it might help me out. best regards, Bernd On 9 Oct 2008, at 12:38, Ham MI-ID, Torsten Brumm wrote: > Hi Bernd, > not sure for EscalatePriority Module, but for the > RT::Action::LinearEscalate you can define to not mess um the history: > > --from the modul: > > You should prefix options with "LinearEscalate_" in the config: > > Set( $LinearEscalate_RecordTransaction, 1 ); > Set( $LinearEscalate_UpdateLastUpdated, 1 ); > > From a shell you can use the following command: > > rt-crontool --search RT::Search::FromSQL --search-arg \ > "(Status='new' OR Status='open' OR Status = 'stalled')" \ > --action RT::Action::LinearEscalate \ > --action-arg "RecordTransaction: 1" > > If i understand this correct, then set both to 0 will disable this. > I think this module is doing more or less the same, but in a linear > way. > > 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 Bernd Kuhlen -WetterOnline- > Gesendet: Donnerstag, 9. Oktober 2008 11:21 > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] Action::EscalatePriority messing up my ticket > history > > Hi everyone, > > I've set up my rt-crontool like this: > > 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- > search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" > -- action RT::Action::EscalatePriority >/dev/null 2>/dev/null > > and it's working fine. But I don't want it to mess up my ticket > history. I have tickets starting with a priority of 0 and ending > with 100 in some weeks time and every night I get a new entry saying > that the ticket priority has changed. These entry are informative if > the priority has been manually changed but not if they just trace > the linear priority escalation done by a cronjob. So after a couple > of weeks I have numerous lines with a "ticket-priority changed" entry. > That's not nice. > > I'm new to RT and couldn't find anything about this matter by google > or in any wiki. > > best regards, > Bernd > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > Mit freundlichen Gr??en Best Regards Bernd Kuhlen Diplom-Meteorologe Diplom-Informatiker (FH) Leitung Systemadministration _______________________________________ WetterOnline Meteorologische Dienstleistungen GmbH Am Rheindorfer Ufer 2 D-53117 Bonn Amtsgericht Bonn | HRB Nummer 008664 Gesch?ftsf?hrer: Dr. Joachim Kla?en Fon: +49 (0) 228 55937-73 Fax: +49 (0) 228 55937-80 Mobil: +49 (0) 177 8214319 E-Mail: bernd.kuhlen at wetteronline.de Web: http://www.wetteronline-gmbh.de _______________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From v.wawryk at science-computing.de Thu Oct 9 08:30:34 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Thu, 09 Oct 2008 14:30:34 +0200 Subject: [rt-users] scrip to setting due date back to unset Message-ID: <48EDF96A.3080406@science-computing.de> Hey, My queustion is the following. I have a queue where the default for the due date is set to 7 days. I have different scrips that set the due date to either 1 or 14 if the subject contains certain key words. As I understand RT, as soon as a ticket comes in the defaults in the basics will be set and if there are different matching scrips they change the wished values like due date. So what do I have to do to unset the due date? This is the part of the scrip I use to set it to 1 day: my $duedate = RT::Date->new($RT::SystemUser); $duedate->Set(Format=>'unknown', Value=>'1 days'); $self->TicketObj->SetDue($duedate->ISO); Thanks for your help. Violetta -- ________________________________ creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- 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 sturner at MIT.EDU Thu Oct 9 09:01:16 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 09 Oct 2008 09:01:16 -0400 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48ED2A3C.80304@lbl.gov> References: <48ED2A3C.80304@lbl.gov> Message-ID: On Wed, 08 Oct 2008 17:46:36 -0400, Kenneth Crocker wrote: > > where '****' is really something I can't print. It's not the 'F' word is it? ;) As Phillip mentioned you need to install or have a gcc or cc compiler in your path when you do the install. What OS are you using? Most Unix & Linux flavors come with a compiler. Is this a new machine or are you installing on a machine that RT has been installed on before? > > I went ahead and tried to run make testdeps and I got these results: > > /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite > --with-fastcgi RT has a lot of dependencies on various Perl modules found on CPAN. The 'make fixdeps' step of the install will download and install them for you. You might have to do that multiple times until 'make testdeps' shows that there's nothing missing. You don;t need to supply any additional args to 'make testdeps' and 'make fixdeps'. Reading through the 'README' and 'README.Oracle' docs that come with the software should help you figure all this out. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From bernd.kuhlen at wetteronline.de Thu Oct 9 09:09:33 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen -WetterOnline-) Date: Thu, 9 Oct 2008 15:09:33 +0200 Subject: [rt-users] Action::EscalatePriority messing up my ticket history In-Reply-To: References: <3CE7D8D453B27148BBCA0B2063B11E64AA6F75@s-wor-e-001.SCOUTSOFFICE.local> <3E8643FF-68F0-402B-81DA-7673166191C3@wetteronline.de> <3CE7D8D453B27148BBCA0B2063B11E64AA6FBB@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: Hi Alex, I think I know the core of my problem. The whole directory ./Callbacks/ MyCallbacks.... hasn't existed before so I just made a "mkdir" to have it in my directory-tree. But the RT doesn't know about the existence of this directory (it's not configured anywhere). That's why it's not working out, I guess. I have a file called "ShowHistory" in my >rt-root>/html/Ticket/ Elements/ShowHistory. I'm pretty sure somewhere within this file I have to do the changes I dump it for you (in case you have the time, please feel free just to skip this mail if you're busy ..) <%perl> if ($ShowDisplayModes or $ShowTitle) { my $title = $ShowTitle ? loc('History') : ' '; my $titleright; if ($ShowDisplayModes) { $titleright = ''; if ($ShowHeaders) { $titleright .= qq{} . loc("Brief headers") . qq{ — }; $titleright .= q[] . loc("Full headers") . ""; } else { $titleright .= q[] . loc("Brief headers") . " — "; $titleright .= qq{} . loc("Full headers") . qq{}; } }
<& /Widgets/TitleBoxStart, title => $title, titleright_raw => $titleright &> % }
<%perl> my @attachments = @{$Attachments->ItemsArrayRef()}; my @attachment_content = @{$AttachmentContent->ItemsArrayRef()}; while ( my $Transaction = $Transactions->Next ) { my $skip = 0; $m->callback( %ARGS, Transaction => $Transaction, skip => \$skip, CallbackName => 'SkipTransaction', ); next if $skip; $i++; my @trans_attachments = grep { $_->TransactionId == $Transaction- >Id } @attachments; my $trans_content = {}; grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_) } @attachment_content; my $IsLastTransaction = 0; if ( $OldestFirst ) { $IsLastTransaction = $Transactions->IsLast; } else { $IsLastTransaction = 1 if ( $i == 1 ); } #Args is first because we're clobbering the "Attachments" parameter $m->comp( 'ShowTransaction', %ARGS, Ticket => $Ticket, Transaction => $Transaction, ShowHeaders => $ShowHeaders, RowNum => $i, Attachments => \@trans_attachments, AttachmentContent => $trans_content, LastTransaction => $IsLastTransaction ); # manually flush the content buffer after each txn, so the user sees # some update $m->flush_buffer(); }
% if ($ShowDisplayModes or $ShowTitle) { <& /Widgets/TitleBoxEnd &> % }
<%INIT> my $Transactions = new RT::Transactions($session{'CurrentUser'}); if ($Tickets) { while (my $t = $Tickets->Next) { $Transactions->LimitToTicket($t->id); } } else { $Transactions = $Ticket->Transactions; } my $OldestFirst = RT->Config->Get( 'OldestTransactionsFirst', $session{'CurrentUser'} ); my $SortOrder = $OldestFirst? 'ASC': 'DESC'; $Transactions->OrderByCols( { FIELD => 'Created', ORDER => $SortOrder }, { FIELD => 'id', ORDER => $SortOrder }, ); my $i; $Attachments ||= $m->comp('/Ticket/Elements/FindAttachments', Ticket => $Ticket, Tickets => $Tickets || undef); $AttachmentContent ||= $m->comp('/Ticket/Elements/ LoadTextAttachments', Ticket => $Ticket); <%ARGS> $URIFile => RT->Config->Get('WebPath')."/Ticket/Display.html" $Ticket => undef $Tickets => undef $Attachments => undef $AttachmentContent => undef $ShowHeaders => undef $ShowTitle => 1 $ShowDisplayModes => 1 $WarnUnsigned => undef On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote: > thanks a lot. > I'll check this out. > > On 9 Oct 2008, at 14:39, Alex Young wrote: > >> Here is a copy of my file >> /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ >> ShowHistory/SkipTransaction >> >> <%init> >> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator >> eq 1 | $Transaction->Creator eq 12)); >> >> <%args> >> $Transaction => undef >> $skip => undef >> $_SkipSystemMessages => undef >> >> >> Creator ID 1 is RT_System, which pops up when you send emails out >> and other systems. >> Creator ID 12 is the linux/RT user which runs the escelate job. >> >> All it is doing is seeing who created the transaction, and if its >> user number 1 or 12, it skips it. >> >> You will need ot find out the user ID number for the user running >> the escelate job. You can od this by looking in the user list. The >> nuber to the left is the number you would want to put into the >> ?Creator eq XX? bit of the code. >> >> From: Bernd Kuhlen -WetterOnline- [mailto:bernd.kuhlen at wetteronline.de >> ] >> Sent: 09 October 2008 11:38 >> To: Alex Young; rt-users at lists.bestpractical.com >> Cc: Bernd Kuhlen -WetterOnline- >> Subject: Re: [rt-users] Action::EscalatePriority messing up my >> ticket history >> >> Dear Alex, Dear List, >> thanks for your quick response. I should add that I'm using >> RT-3.8.1 on FreeBSD6.3/amd64 (which I forgot in my first mail). >> >> I did the following (which didn't quite help me): >> >> mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my >> /local/html/Ticket directory. The whole directory >> "Callbacks" hadn't existed beforehand. >> Into the file "SkipTransaction" I dumped the following: >> >> <%init> >> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator >> eq 1)); >> >> <%args> >> $Transaction => undef >> $skip => undef >> $_SkipSystemMessages => undef >> >> >> Then in my "Display.html" I changed this block >> >> >> <& /Ticket/Elements/ShowHistory , >> Ticket => $TicketObj, >> Tickets => $Tickets, >> Collapsed => $ARGS{'Collapsed'}, >> ShowHeaders => $ARGS{'ShowHeaders'}, >> Attachments => $attachments, >> AttachmentContent => $attachment_content, >> _SkipSystemMessages => !0 <----- that's what I added >> &> >> >> I must confess I don't have a clue what this code is doing I'm not >> a programmer. The only thing I know: my ticket history is still >> being messed up with priority-change entries. >> >> I'm wondering if I could fix my problem by simply denying any >> existing rights for the user doing the cron job. Of course the >> Right "ModifyTicket" is needed but maybe there's some right for >> tracing changes in the history ? >> >> best regards, >> Bernd >> >> >> >> On 9 Oct 2008, at 11:29, Alex Young wrote: >> >> >> I set RT to hide some of the history using this: >> http://wiki.bestpractical.com/view/HideTransactions >> >> All I have done is set it to hide the history of the RT_System user >> and >> the user I have setup to escalate the tickets. You can still see >> their >> entries on the history page, just not in anoy of the other pages. >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bernd >> Kuhlen -WetterOnline- >> Sent: 09 October 2008 10:21 >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Action::EscalatePriority messing up my ticket >> history >> >> Hi everyone, >> >> I've set up my rt-crontool like this: >> >> 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- >> search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" -- >> action RT::Action::EscalatePriority >/dev/null 2>/dev/null >> >> and it's working fine. But I don't want it to mess up my ticket >> history. I have tickets starting with a priority of 0 and ending with >> 100 in some weeks time and every night I get a new entry saying that >> the ticket priority has changed. These entry are informative if the >> priority has been manually changed but not if they just trace the >> linear priority escalation done by a cronjob. So after a couple of >> weeks I have numerous lines with a "ticket-priority changed" entry. >> That's not nice. >> >> I'm new to RT and couldn't find anything about this matter by google >> or in any wiki. >> >> best regards, >> Bernd >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 alexyoung at scoutsolutions.co.uk Thu Oct 9 09:15:19 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Thu, 9 Oct 2008 14:15:19 +0100 Subject: [rt-users] Action::EscalatePriority messing up my ticket history In-Reply-To: References: <3CE7D8D453B27148BBCA0B2063B11E64AA6F75@s-wor-e-001.SCOUTSOFFICE.local><3E8643FF-68F0-402B-81DA-7673166191C3@wetteronline.de><3CE7D8D453B27148BBCA0B2063B11E64AA6FBB@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64AA6FC3@s-wor-e-001.SCOUTSOFFICE.local> All I ever do is mkdir each directly that is needed by a script. I never edit anything into the /opt/rt3/share/.... folder. I always copy the files I want to edit from there to /opt/rt3/local/.... Check out Using the 'local' directory here: http://wiki.bestpractical.com/view/CleanlyCustomizeRT From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bernd Kuhlen -WetterOnline- Sent: 09 October 2008 14:10 To: Bernd Kuhlen -WetterOnline-; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Action::EscalatePriority messing up my ticket history Hi Alex, I think I know the core of my problem. The whole directory ./Callbacks/MyCallbacks.... hasn't existed before so I just made a "mkdir" to have it in my directory-tree. But the RT doesn't know about the existence of this directory (it's not configured anywhere). That's why it's not working out, I guess. I have a file called "ShowHistory" in my >rt-root>/html/Ticket/Elements/ShowHistory. I'm pretty sure somewhere within this file I have to do the changes I dump it for you (in case you have the time, please feel free just to skip this mail if you're busy ..) <%perl> if ($ShowDisplayModes or $ShowTitle) { my $title = $ShowTitle ? loc('History') : ' '; my $titleright; if ($ShowDisplayModes) { $titleright = ''; if ($ShowHeaders) { $titleright .= qq{} . loc("Brief headers") . qq{ — }; $titleright .= q[] . loc("Full headers") . ""; } else { $titleright .= q[] . loc("Brief headers") . " — "; $titleright .= qq{} . loc("Full headers") . qq{}; } }
<& /Widgets/TitleBoxStart, title => $title, titleright_raw => $titleright &> % }
<%perl> my @attachments = @{$Attachments->ItemsArrayRef()}; my @attachment_content = @{$AttachmentContent->ItemsArrayRef()}; while ( my $Transaction = $Transactions->Next ) { my $skip = 0; $m->callback( %ARGS, Transaction => $Transaction, skip => \$skip, CallbackName => 'SkipTransaction', ); next if $skip; $i++; my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments; my $trans_content = {}; grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_) } @attachment_content; my $IsLastTransaction = 0; if ( $OldestFirst ) { $IsLastTransaction = $Transactions->IsLast; } else { $IsLastTransaction = 1 if ( $i == 1 ); } #Args is first because we're clobbering the "Attachments" parameter $m->comp( 'ShowTransaction', %ARGS, Ticket => $Ticket, Transaction => $Transaction, ShowHeaders => $ShowHeaders, RowNum => $i, Attachments => \@trans_attachments, AttachmentContent => $trans_content, LastTransaction => $IsLastTransaction ); # manually flush the content buffer after each txn, so the user sees # some update $m->flush_buffer(); }
% if ($ShowDisplayModes or $ShowTitle) { <& /Widgets/TitleBoxEnd &> % }
<%INIT> my $Transactions = new RT::Transactions($session{'CurrentUser'}); if ($Tickets) { while (my $t = $Tickets->Next) { $Transactions->LimitToTicket($t->id); } } else { $Transactions = $Ticket->Transactions; } my $OldestFirst = RT->Config->Get( 'OldestTransactionsFirst', $session{'CurrentUser'} ); my $SortOrder = $OldestFirst? 'ASC': 'DESC'; $Transactions->OrderByCols( { FIELD => 'Created', ORDER => $SortOrder }, { FIELD => 'id', ORDER => $SortOrder }, ); my $i; $Attachments ||= $m->comp('/Ticket/Elements/FindAttachments', Ticket => $Ticket, Tickets => $Tickets || undef); $AttachmentContent ||= $m->comp('/Ticket/Elements/LoadTextAttachments', Ticket => $Ticket); <%ARGS> $URIFile => RT->Config->Get('WebPath')."/Ticket/Display.html" $Ticket => undef $Tickets => undef $Attachments => undef $AttachmentContent => undef $ShowHeaders => undef $ShowTitle => 1 $ShowDisplayModes => 1 $WarnUnsigned => undef On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote: thanks a lot. I'll check this out. On 9 Oct 2008, at 14:39, Alex Young wrote: Here is a copy of my file /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/Sk ipTransaction <%init> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 1 | $Transaction->Creator eq 12)); <%args> $Transaction => undef $skip => undef $_SkipSystemMessages => undef Creator ID 1 is RT_System, which pops up when you send emails out and other systems. Creator ID 12 is the linux/RT user which runs the escelate job. All it is doing is seeing who created the transaction, and if its user number 1 or 12, it skips it. You will need ot find out the user ID number for the user running the escelate job. You can od this by looking in the user list. The nuber to the left is the number you would want to put into the "Creator eq XX" bit of the code. From: Bernd Kuhlen -WetterOnline- [mailto:bernd.kuhlen at wetteronline.de] Sent: 09 October 2008 11:38 To: Alex Young; rt-users at lists.bestpractical.com Cc: Bernd Kuhlen -WetterOnline- Subject: Re: [rt-users] Action::EscalatePriority messing up my ticket history Dear Alex, Dear List, thanks for your quick response. I should add that I'm using RT-3.8.1 on FreeBSD6.3/amd64 (which I forgot in my first mail). I did the following (which didn't quite help me): mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my /local/html/Ticket directory. The whole directory "Callbacks" hadn't existed beforehand. Into the file "SkipTransaction" I dumped the following: <%init> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 1)); <%args> $Transaction => undef $skip => undef $_SkipSystemMessages => undef Then in my "Display.html" I changed this block <& /Ticket/Elements/ShowHistory , Ticket => $TicketObj, Tickets => $Tickets, Collapsed => $ARGS{'Collapsed'}, ShowHeaders => $ARGS{'ShowHeaders'}, Attachments => $attachments, AttachmentContent => $attachment_content, _SkipSystemMessages => !0 <----- that's what I added &> I must confess I don't have a clue what this code is doing I'm not a programmer. The only thing I know: my ticket history is still being messed up with priority-change entries. I'm wondering if I could fix my problem by simply denying any existing rights for the user doing the cron job. Of course the Right "ModifyTicket" is needed but maybe there's some right for tracing changes in the history ? best regards, Bernd On 9 Oct 2008, at 11:29, Alex Young wrote: I set RT to hide some of the history using this: http://wiki.bestpractical.com/view/HideTransactions All I have done is set it to hide the history of the RT_System user and the user I have setup to escalate the tickets. You can still see their entries on the history page, just not in anoy of the other pages. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bernd Kuhlen -WetterOnline- Sent: 09 October 2008 10:21 To: rt-users at lists.bestpractical.com Subject: [rt-users] Action::EscalatePriority messing up my ticket history Hi everyone, I've set up my rt-crontool like this: 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" -- action RT::Action::EscalatePriority >/dev/null 2>/dev/null and it's working fine. But I don't want it to mess up my ticket history. I have tickets starting with a priority of 0 and ending with 100 in some weeks time and every night I get a new entry saying that the ticket priority has changed. These entry are informative if the priority has been manually changed but not if they just trace the linear priority escalation done by a cronjob. So after a couple of weeks I have numerous lines with a "ticket-priority changed" entry. That's not nice. I'm new to RT and couldn't find anything about this matter by google or in any wiki. best regards, Bernd _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 bernd.kuhlen at wetteronline.de Thu Oct 9 10:13:19 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen -WetterOnline-) Date: Thu, 9 Oct 2008 16:13:19 +0200 Subject: [rt-users] Action::EscalatePriority messing up my ticket history In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64AA6FC3@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64AA6F75@s-wor-e-001.SCOUTSOFFICE.local><3E8643FF-68F0-402B-81DA-7673166191C3@wetteronline.de><3CE7D8D453B27148BBCA0B2063B11E64AA6FBB@s-wor-e-001.SCOUTSOFFICE <3CE7D8D453B27148BBCA0B2063B11E64AA6FC3@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <37D5E4DD-B72E-4F9D-9704-0149305A5BF1@wetteronline.de> Thanks a lot, I think I finally got to the point. I was mistaken about the right directory path. I accidentally installied my mycallback- dirtree in the -directory rather than /local ... that's all. best regards, Bernd On 9 Oct 2008, at 15:15, Alex Young wrote: > All I ever do is mkdir each directly that is needed by a script. I > never edit anything into the /opt/rt3/share/.... folder. I always > copy the files I want to edit from there to /opt/rt3/local/.... > > Check out Using the ?local? directory here: http://wiki.bestpractical.com/view/CleanlyCustomizeRT > > > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com > ] On Behalf Of Bernd Kuhlen -WetterOnline- > Sent: 09 October 2008 14:10 > To: Bernd Kuhlen -WetterOnline-; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Action::EscalatePriority messing up my > ticket history > > Hi Alex, > I think I know the core of my problem. The whole directory ./ > Callbacks/MyCallbacks.... hasn't existed before so I just made a > "mkdir" to have it in my directory-tree. > But the RT doesn't know about the existence of this directory (it's > not configured anywhere). That's why it's not working out, I guess. > > I have a file called "ShowHistory" in my >rt-root>/html/Ticket/ > Elements/ShowHistory. I'm pretty sure somewhere within this file I > have to do the changes > I dump it for you (in case you have the time, please feel free just > to skip this mail if you're busy ..) > > <%perl> > if ($ShowDisplayModes or $ShowTitle) { > my $title = $ShowTitle > ? loc('History') > : ' '; > > my $titleright; > > if ($ShowDisplayModes) { > $titleright = ''; > > if ($ShowHeaders) { > $titleright .= qq{} . > loc("Brief headers") . > qq{ — }; > $titleright .= q[] . loc("Full > headers") . ""; > } > else { > $titleright .= q[] . loc("Brief > headers") . " — "; > $titleright .= qq{} . > loc("Full headers") . > qq{}; > } > } > >
> <& /Widgets/TitleBoxStart, title => $title, titleright_raw => > $titleright &> > % } > >
> <%perl> > my @attachments = @{$Attachments->ItemsArrayRef()}; > my @attachment_content = @{$AttachmentContent->ItemsArrayRef()}; > > while ( my $Transaction = $Transactions->Next ) { > my $skip = 0; > $m->callback( > %ARGS, > Transaction => $Transaction, > skip => \$skip, > CallbackName => 'SkipTransaction', > ); > next if $skip; > > $i++; > > my @trans_attachments = grep { $_->TransactionId == $Transaction- > >Id } @attachments; > > my $trans_content = {}; > grep { ($_->TransactionId == $Transaction->Id ) && > ($trans_content->{$_->Id} = $_) } @attachment_content; > > > my $IsLastTransaction = 0; > if ( $OldestFirst ) { > $IsLastTransaction = $Transactions->IsLast; > } else { > $IsLastTransaction = 1 if ( $i == 1 ); > } > #Args is first because we're clobbering the "Attachments" > parameter > $m->comp( 'ShowTransaction', > %ARGS, > > Ticket => $Ticket, > Transaction => $Transaction, > ShowHeaders => $ShowHeaders, > RowNum => $i, > Attachments => \@trans_attachments, > AttachmentContent => $trans_content, > LastTransaction => $IsLastTransaction > ); > > # manually flush the content buffer after each txn, so the user sees > # some update > $m->flush_buffer(); > } > > >
> % if ($ShowDisplayModes or $ShowTitle) { > <& /Widgets/TitleBoxEnd &> > % } >
> <%INIT> > my $Transactions = new RT::Transactions($session{'CurrentUser'}); > if ($Tickets) { > while (my $t = $Tickets->Next) { > $Transactions->LimitToTicket($t->id); > } > } else { > $Transactions = $Ticket->Transactions; > } > > my $OldestFirst = RT->Config->Get( 'OldestTransactionsFirst', > $session{'CurrentUser'} ); > my $SortOrder = $OldestFirst? 'ASC': 'DESC'; > $Transactions->OrderByCols( { FIELD => 'Created', > ORDER => $SortOrder }, > { FIELD => 'id', > ORDER => $SortOrder }, > ); > > my $i; > $Attachments ||= $m->comp('/Ticket/Elements/FindAttachments', > Ticket => $Ticket, Tickets => $Tickets || undef); > $AttachmentContent ||= $m->comp('/Ticket/Elements/ > LoadTextAttachments', Ticket => $Ticket); > > > <%ARGS> > $URIFile => RT->Config->Get('WebPath')."/Ticket/Display.html" > $Ticket => undef > $Tickets => undef > $Attachments => undef > $AttachmentContent => undef > $ShowHeaders => undef > $ShowTitle => 1 > $ShowDisplayModes => 1 > $WarnUnsigned => undef > > > > > On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote: > > > thanks a lot. > I'll check this out. > > On 9 Oct 2008, at 14:39, Alex Young wrote: > > > Here is a copy of my file > /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ > ShowHistory/SkipTransaction > > <%init> > $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq > 1 | $Transaction->Creator eq 12)); > > <%args> > $Transaction => undef > $skip => undef > $_SkipSystemMessages => undef > > > Creator ID 1 is RT_System, which pops up when you send emails out > and other systems. > Creator ID 12 is the linux/RT user which runs the escelate job. > > All it is doing is seeing who created the transaction, and if its > user number 1 or 12, it skips it. > > You will need ot find out the user ID number for the user running > the escelate job. You can od this by looking in the user list. The > nuber to the left is the number you would want to put into the > ?Creator eq XX? bit of the code. > > From: Bernd Kuhlen -WetterOnline- > [mailto:bernd.kuhlen at wetteronline.de] > Sent: 09 October 2008 11:38 > To: Alex Young; rt-users at lists.bestpractical.com > Cc: Bernd Kuhlen -WetterOnline- > Subject: Re: [rt-users] Action::EscalatePriority messing up my > ticket history > > Dear Alex, Dear List, > thanks for your quick response. I should add that I'm using RT-3.8.1 > on FreeBSD6.3/amd64 (which I forgot in my first mail). > > I did the following (which didn't quite help me): > > mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my root>/local/html/Ticket directory. The whole directory "Callbacks" > hadn't existed beforehand. > Into the file "SkipTransaction" I dumped the following: > > <%init> > $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq > 1)); > > <%args> > $Transaction => undef > $skip => undef > $_SkipSystemMessages => undef > > > Then in my "Display.html" I changed this block > > > <& /Ticket/Elements/ShowHistory , > Ticket => $TicketObj, > Tickets => $Tickets, > Collapsed => $ARGS{'Collapsed'}, > ShowHeaders => $ARGS{'ShowHeaders'}, > Attachments => $attachments, > AttachmentContent => $attachment_content, > _SkipSystemMessages => !0 <----- that's what I added > &> > > I must confess I don't have a clue what this code is doing I'm not a > programmer. The only thing I know: my ticket history is still being > messed up with priority-change entries. > > I'm wondering if I could fix my problem by simply denying any > existing rights for the user doing the cron job. Of course the Right > "ModifyTicket" is needed but maybe there's some right for tracing > changes in the history ? > > best regards, > Bernd > > > > On 9 Oct 2008, at 11:29, Alex Young wrote: > > > > I set RT to hide some of the history using this: > http://wiki.bestpractical.com/view/HideTransactions > > All I have done is set it to hide the history of the RT_System user > and > the user I have setup to escalate the tickets. You can still see their > entries on the history page, just not in anoy of the other pages. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bernd > Kuhlen -WetterOnline- > Sent: 09 October 2008 10:21 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Action::EscalatePriority messing up my ticket > history > > Hi everyone, > > I've set up my rt-crontool like this: > > 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- > search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" -- > action RT::Action::EscalatePriority >/dev/null 2>/dev/null > > and it's working fine. But I don't want it to mess up my ticket > history. I have tickets starting with a priority of 0 and ending with > 100 in some weeks time and every night I get a new entry saying that > the ticket priority has changed. These entry are informative if the > priority has been manually changed but not if they just trace the > linear priority escalation done by a cronjob. So after a couple of > weeks I have numerous lines with a "ticket-priority changed" entry. > That's not nice. > > I'm new to RT and couldn't find anything about this matter by google > or in any wiki. > > best regards, > Bernd > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > Mit freundlichen Gr??en Best Regards Bernd Kuhlen Diplom-Meteorologe Diplom-Informatiker (FH) Leitung Systemadministration _______________________________________ WetterOnline Meteorologische Dienstleistungen GmbH Am Rheindorfer Ufer 2 D-53117 Bonn Amtsgericht Bonn | HRB Nummer 008664 Gesch?ftsf?hrer: Dr. Joachim Kla?en Fon: +49 (0) 228 55937-73 Fax: +49 (0) 228 55937-80 Mobil: +49 (0) 177 8214319 E-Mail: bernd.kuhlen at wetteronline.de Web: http://www.wetteronline-gmbh.de _______________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From maurice at tehcorner.com Thu Oct 9 12:17:58 2008 From: maurice at tehcorner.com (Maurice) Date: Thu, 09 Oct 2008 09:17:58 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 (Kenneth Crocker) In-Reply-To: References: Message-ID: <48EE2EB6.1010103@tehcorner.com> Hi Kenneth, I wrote a howto on installing RT on a Debian box that might help..... http://rtvm.tehcorner.com/rt38/ rt-users-request at lists.bestpractical.com wrote: > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. Trouble upgrading to 3.8.1 (Kenneth Crocker) > 2. Re: RT 3.8.: Customize RT at a glance (Sean McCreadie) > 3. Re: RT 3.8.: Customize RT at a glance (Sean McCreadie) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 08 Oct 2008 14:46:36 -0700 > From: Kenneth Crocker > Subject: [rt-users] Trouble upgrading to 3.8.1 > To: rt Users > Message-ID: <48ED2A3C.80304 at lbl.gov> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > To all, > > > The regular guy who has done our installs before is no longer > available, so I ended up with this little task. In trying to install > 3.8.1, I ran into a couple problems. We do not use the default /opt/rt > directory, but a different one. I had instructions to run a > "configuration" module that consisted of: > > ./configure \ > --prefix=/xxxx/rt/rt-3.8.1 \ > --with-mod_perl=yes \ > --with-rt-group=rt \ > --with-bin-owner=rt \ > --with-libs-owner=rt \ > --with-libs-group=rt \ > --with-db-type=Oracle \ > --with-db-host=**** \ > --with-db-dba=**** \ > --with-db-database=**** \ > --with-db-rt-user=**** \ > --with-db-rt-pass=**** \ > --with-web-user=rt \ > --with-web-group=rt > > where '****' is really something I can't print. My concern was if > something was missing. I got the error message: > > checking for a BSD-compatible install... ./install-sh -c > checking for gawk... no > checking for mawk... no > checking for nawk... nawk > checking for perl... /usr/bin/perl > checking for chosen layout... relative > checking for gcc... no > checking for cc... no > checking for cl.exe... no > configure: error: no acceptable C compiler found in $PATH > See `config.log' for more details. > > I went ahead and tried to run make testdeps and I got these results: > > /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite > --with-fastcgi > perl: > >=5.8.3(5.8.5)...found > users: > rt group (www)...MISSING > bin owner (root)...found > libs owner (root)...found > libs group (bin)...found > web owner (www)...MISSING > web group (www)...MISSING > CLI dependencies: > Term::ReadKey...found > Getopt::Long >= 2.24...found > HTTP::Request::Common...found > Term::ReadLine...found > Text::ParseWords...found > LWP...found > CORE dependencies: > Class::ReturnValue >= 0.40...found > Text::Quoted >= 2.02...found > CSS::Squish >= 0.06...MISSING > Encode >= 2.13...MISSING > Encode version 2.13 required--this is only version 2.01 > Module::Versions::Report >= 1.05...MISSING > Module::Versions::Report version 1.05 required--this is > only version 1.03 > MIME::Entity >= 5.425...MISSING > MIME::Entity version 5.425 required--this is only > version 5.417 > DBI >= 1.37...found > Locale::Maketext::Lexicon >= 0.32...found > Devel::StackTrace >= 1.19...MISSING > Devel::StackTrace version 1.19 required--this is only > version 1.13 > Digest::base...found > Time::ParseDate...found > File::Temp >= 0.18...MISSING > File::Temp version 0.18 required--this is only version > 0.16 > Locale::Maketext >= 1.06...found > Tree::Simple >= 1.04...found > Text::Template...found > Scalar::Util...found > HTML::Scrubber >= 0.08...found > File::Spec >= 0.8...found > Calendar::Simple...found > DBIx::SearchBuilder >= 1.54...MISSING > DBIx::SearchBuilder version 1.54 required--this is only > version 1.49 > Mail::Mailer >= 1.57...found > File::ShareDir...MISSING > Regexp::Common...found > Digest::MD5 >= 2.27...found > HTML::Entities...found > Cache::Simple::TimedExpiry...found > File::Glob...found > Locale::Maketext::Fuzzy...found > Time::HiRes...found > Text::Wrapper...found > Log::Dispatch >= 2.0...found > UNIVERSAL::require...found > Email::Address...MISSING > DASHBOARDS dependencies: > HTML::RewriteAttributes >= 0.02...MISSING > MIME::Types...found > FASTCGI dependencies: > CGI::Fast...found > CGI >= 3.38...MISSING > CGI version 3.38 required--this is only version 3.05 > FCGI...found > GD dependencies: > GD::Text...found > GD...found > GD::Graph...found > GPG dependencies: > PerlIO::eol...MISSING > GnuPG::Interface...MISSING > ICAL dependencies: > Data::ICal...MISSING > MAILGATE dependencies: > Pod::Usage...found > HTML::TreeBuilder...found > Getopt::Long...found > HTML::FormatText...found > LWP::UserAgent...found > MASON dependencies: > Storable >= 2.08...found > CSS::Squish >= 0.06...MISSING > Apache::Session >= 1.53...found > Errno...found > Devel::StackTrace >= 1.19...MISSING > Devel::StackTrace version 1.19 required--this is only > version 1.13 > CGI::Cookie >= 1.20...found > Text::WikiFormat >= 0.76...found > XML::RSS >= 1.05...found > HTML::Mason >= 1.36...MISSING > HTML::Mason version 1.36 required--this is only version > 1.28 > Digest::MD5 >= 2.27...found > SMTP dependencies: > Net::SMTP...found > SQLITE dependencies: > DBD::SQLite >= 1.00...found > STANDALONE dependencies: > Net::Server::PreFork...MISSING > Net::Server...MISSING > HTTP::Server::Simple >= 0.34...MISSING > HTTP::Server::Simple version 0.34 required--this is > only version 0.20 at (eval 138) line 2, line 11. > HTTP::Server::Simple::Mason >= 0.09...found > > SOME DEPENDENCIES WERE MISSING. > DASHBOARDS missing dependencies: > HTML::RewriteAttributes >= 0.02...MISSING > ICAL missing dependencies: > Data::ICal...MISSING > STANDALONE missing dependencies: > HTTP::Server::Simple >= 0.34...MISSING > HTTP::Server::Simple version 0.34 required--this is > only version 0.20 at (eval 138) line 2, line 11. > Net::Server::PreFork...MISSING > Net::Server...MISSING > GPG missing dependencies: > PerlIO::eol...MISSING > GnuPG::Interface...MISSING > CORE missing dependencies: > Devel::StackTrace >= 1.19...MISSING > Devel::StackTrace version 1.19 required--this is only > version 1.13 > DBIx::SearchBuilder >= 1.54...MISSING > DBIx::SearchBuilder version 1.54 required--this is only > version 1.49 > CSS::Squish >= 0.06...MISSING > Encode >= 2.13...MISSING > Encode version 2.13 required--this is only version 2.01 > File::ShareDir...MISSING > Module::Versions::Report >= 1.05...MISSING > Module::Versions::Report version 1.05 required--this is > only version 1.03 > MIME::Entity >= 5.425...MISSING > MIME::Entity version 5.425 required--this is only > version 5.417 > File::Temp >= 0.18...MISSING > File::Temp version 0.18 required--this is only version > 0.16 > Email::Address...MISSING > FASTCGI missing dependencies: > CGI >= 3.38...MISSING > CGI version 3.38 required--this is only version 3.05 > MASON missing dependencies: > HTML::Mason >= 1.36...MISSING > HTML::Mason version 1.36 required--this is only version > 1.28 > Devel::StackTrace >= 1.19...MISSING > Devel::StackTrace version 1.19 required--this is only > version 1.13 > CSS::Squish >= 0.06...MISSING > make: *** [testdeps] Error 1 > > > Some (hell most) of this stuff is absolutely GREEK to me. When it says > "MISSING" it shows something I provided in the "configure" phase, so how > could it be missing? > One of my MAJOR concerns is where it says something like" > "Encode version 2.13 required--this is only version 2.01" > OR > "Module::Versions::Report version 1.05 required--this is only version 1.03" > OR > "DBIx::SearchBuilder >= 1.54...MISSING > DBIx::SearchBuilder version 1.54 required--this is only > version 1.49" > > > I don't know where this stuff is or why it's missing. Doesn't > SearchBuilder come with the installation? If so, why can't it find the > latest version? I really do NOT understand this. Can I get some guidence > here? Thanks. > > Kenn > LBNL > > > > ------------------------------ > > Message: 2 > Date: Wed, 8 Oct 2008 14:57:39 -0700 > From: "Sean McCreadie" > Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance > To: "Gabriel Cadieux" , Filipe Jos? > Silva Clemente , > > Message-ID: > <6A8A671AFE630144BC8AE1D84E6700B8010C46BB at SR-ES-EMAIL01.canyonpartners.local> > > Content-Type: text/plain; charset="iso-8859-1" > > Felipe, > > > > I edited my "RT at a glance" title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for "RT at a glance". One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads " Company Name Request Tracker" I did this by inserting " [_1] Request Tracker" into lines 6 and 81 where "RT at a glance" used to be. > > > > Thanks > > > > Sean > > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel Cadieux > Sent: Wednesday, October 08, 2008 8:41 AM > To: Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance > > > > i'm sure you can change all that stuff if you edit the raw html/perl stuff. > > > > have a look in there and grep for "RT at a Glance" or whatever the spelling is for the string you want.. > > > > as for the color, it's probably in the css somewhere if there is some (i'm guessing) > > > > -gabe > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Filipe Jos? Silva Clemente > Sent: Wednesday, October 08, 2008 10:34 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT 3.8.: Customize RT at a glance > > Hi, > > > > Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? > > > > Is it possible to change the RT 3.8 web console blue color, to some other color? > > > > TIA, > > > > Filipe > > Portugal > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20081008/6d1eb1be/attachment-0001.htm > > ------------------------------ > > Message: 3 > Date: Wed, 8 Oct 2008 14:59:11 -0700 > From: "Sean McCreadie" > Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance > To: "Sean McCreadie" , "Gabriel > Cadieux" , Filipe Jos? Silva Clemente > , > Message-ID: > <6A8A671AFE630144BC8AE1D84E6700B8010C46BC at SR-ES-EMAIL01.canyonpartners.local> > > Content-Type: text/plain; charset="iso-8859-1" > > Also, in order to see the changes don't forget to clear your Mason cache and restart apache. > > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean McCreadie > Sent: Wednesday, October 08, 2008 2:58 PM > To: Gabriel Cadieux; Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance > > > > Felipe, > > > > I edited my "RT at a glance" title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for "RT at a glance". One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads " Company Name Request Tracker" I did this by inserting " [_1] Request Tracker" into lines 6 and 81 where "RT at a glance" used to be. > > > > Thanks > > > > Sean > > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel Cadieux > Sent: Wednesday, October 08, 2008 8:41 AM > To: Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance > > > > i'm sure you can change all that stuff if you edit the raw html/perl stuff. > > > > have a look in there and grep for "RT at a Glance" or whatever the spelling is for the string you want.. > > > > as for the color, it's probably in the css somewhere if there is some (i'm guessing) > > > > -gabe > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Filipe Jos? Silva Clemente > Sent: Wednesday, October 08, 2008 10:34 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT 3.8.: Customize RT at a glance > > Hi, > > > > Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? > > > > Is it possible to change the RT 3.8 web console blue color, to some other color? > > > > TIA, > > > > Filipe > > Portugal > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20081008/a46ec404/attachment.htm > > ------------------------------ > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > End of RT-Users Digest, Vol 55, Issue 24 > **************************************** > From chenga at ias.edu Thu Oct 9 12:06:15 2008 From: chenga at ias.edu (Alan Cheng) Date: Thu, 09 Oct 2008 12:06:15 -0400 Subject: [rt-users] General Question - Queue Management Message-ID: <48EE2BF7.50200@ias.edu> Dear RT users, I am wondering if there is a way to organize tickets in a queue. For example, we may have a queue called "system administration". But I would like to sort tickets and put them into sub-categories like Email, DNS, DHCP, LDAP, DB. Is this possible? Any suggestions or comments are very appreciated. Thanks, Alan From jpierce at cambridgeenergyalliance.org Thu Oct 9 12:25:41 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 9 Oct 2008 12:25:41 -0400 Subject: [rt-users] General Question - Queue Management In-Reply-To: <48EE2BF7.50200@ias.edu> References: <48EE2BF7.50200@ias.edu> Message-ID: On Thu, Oct 9, 2008 at 12:06, Alan Cheng wrote: > Dear RT users, > > I am wondering if there is a way to organize tickets in a queue. For > example, we may have a queue called "system administration". But I > would like to sort tickets and put them into sub-categories like Email, > DNS, DHCP, LDAP, DB. Yes. If you do not want to make more queues, try my RTx::Tags plugin on CPAN. You can then tag messages in your sysadmin queue with DNS, etc. and search for them... -- Cambridge Energy Alliance: Save money & the planet From sturner at MIT.EDU Thu Oct 9 12:39:26 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 09 Oct 2008 12:39:26 -0400 Subject: [rt-users] General Question - Queue Management In-Reply-To: <48EE2BF7.50200@ias.edu> References: <48EE2BF7.50200@ias.edu> Message-ID: On Thu, 09 Oct 2008 12:06:15 -0400, Alan Cheng wrote: > Dear RT users, > > I am wondering if there is a way to organize tickets in a queue. For > example, we may have a queue called "system administration". But I > would like to sort tickets and put them into sub-categories like Email, > DNS, DHCP, LDAP, DB. > > Is this possible? Any suggestions or comments are very appreciated. > > Thanks, > > Alan Sure - you can use a queue custom field for this. Steve From tbutkiewicz at cybermind.biz Thu Oct 9 12:27:22 2008 From: tbutkiewicz at cybermind.biz (Timothy Butkiewicz) Date: Thu, 9 Oct 2008 12:27:22 -0400 Subject: [rt-users] Corrupted attachment issue - RT 3.8.1 Message-ID: I am having the problem with corrupted attachments after upgrading to 3.8/3.8.1 I am using mysql 4.1.18 Here are my char_set variables: mysql> show variables like 'c%'; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | latin1 | | character_set_connection | latin1 | | character_set_database | utf8 | | character_set_results | latin1 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | | collation_connection | latin1_swedish_ci | | collation_database | utf8_general_ci | | collation_server | utf8_general_ci | | concurrent_insert | ON | | connect_timeout | 5 | +--------------------------+----------------------------+ 12 rows in set (0.00 sec) I have run perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries with the output attached as sql.queries I have then run mysql -u root -p rt3 < sql.queries with the output of : rt3.Groups.Instance has type VARCHAR however mapping is missing. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Thank you -------------- next part -------------- A non-text attachment was scrubbed... Name: sql.queries Type: application/octet-stream Size: 16227 bytes Desc: sql.queries URL: From tbutkiewicz at cybermind.biz Thu Oct 9 12:17:43 2008 From: tbutkiewicz at cybermind.biz (Timothy Butkiewicz) Date: Thu, 9 Oct 2008 12:17:43 -0400 Subject: [rt-users] Corrupted attachment issue - RT 3.8.1 Message-ID: I am having the problem with corrupted attachments after upgrading to 3.8/3.8.1 I am using mysql 4.1.18 Here are my char_set variables: mysql> show variables like 'c%'; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | latin1 | | character_set_connection | latin1 | | character_set_database | utf8 | | character_set_results | latin1 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | | collation_connection | latin1_swedish_ci | | collation_database | utf8_general_ci | | collation_server | utf8_general_ci | | concurrent_insert | ON | | connect_timeout | 5 | +--------------------------+----------------------------+ 12 rows in set (0.00 sec) I have run perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries with the output attached as sql.queries I have then run mysql -u root -p rt3 < sql.queries with the output of : rt3.Groups.Instance has type VARCHAR however mapping is missing. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Thank you -------------- next part -------------- A non-text attachment was scrubbed... Name: sql.queries Type: application/octet-stream Size: 16227 bytes Desc: sql.queries URL: From jpierce at cambridgeenergyalliance.org Thu Oct 9 12:42:42 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 9 Oct 2008 12:42:42 -0400 Subject: [rt-users] General Question - Queue Management In-Reply-To: References: <48EE2BF7.50200@ias.edu> Message-ID: > Sure - you can use a queue custom field for this. Yes, and to clarify, that is what RTX::Tags has you do. It then provides some helpful tools for interacting with that field. In the near future I'll be adding an optional RT at a glance nodelet for the tags, and may let users select the queues for which they wish to display tag clouds. -- Cambridge Energy Alliance: Save money & the planet From KFCrocker at lbl.gov Thu Oct 9 12:53:55 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Oct 2008 09:53:55 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: References: <48ED2A3C.80304@lbl.gov> Message-ID: <48EE3723.5010904@lbl.gov> Stephen, Very funny HA! No, it's not the "F" word. I didn't want to give out any company-specific directory names so I wouldn't get in trouble. This is an Upgrade from 3.6.4. on a Unix/Solaris machine and the DB is Oracle 10g. I DID read the "README" and "README.Oracle" files and some of it made sense, some of it was Greek. I guess I was just surprised that an install package would tell me I needed a later version of something I thought was already in the package. I don't understand why it would say it or even how the install package could be missing things that the 'testdeps' would find. In other words, my question is also, "Why isn't the latest of everything included in the install package"? But I think I understand now that the install package doesn't contain all the software. It contains the ability to "check" for the software and the 'fixdeps' will oad what is needed. That helps the understanding a bit. Any clues as to why the "C" compiler is needed? Thanks. Kenn LBNL On 10/9/2008 6:01 AM, Stephen Turner wrote: > On Wed, 08 Oct 2008 17:46:36 -0400, Kenneth Crocker > wrote: > >> >> where '****' is really something I can't print. > > It's not the 'F' word is it? ;) > > As Phillip mentioned you need to install or have a gcc or cc compiler in > your path when you do the install. What OS are you using? Most Unix & > Linux flavors come with a compiler. Is this a new machine or are you > installing on a machine that RT has been installed on before? > >> >> I went ahead and tried to run make testdeps and I got these results: >> >> /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite >> --with-fastcgi > > RT has a lot of dependencies on various Perl modules found on CPAN. The > 'make fixdeps' step of the install will download and install them for > you. You might have to do that multiple times until 'make testdeps' > shows that there's nothing missing. You don;t need to supply any > additional args to 'make testdeps' and 'make fixdeps'. > > Reading through the 'README' and 'README.Oracle' docs that come with the > software should help you figure all this out. > > Steve > From KFCrocker at lbl.gov Thu Oct 9 13:02:26 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Oct 2008 10:02:26 -0700 Subject: [rt-users] searching resolved ticket dependancies In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64AA6F53@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64AA6F53@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <48EE3922.8020301@lbl.gov> Alex, > This wont quite work, as it wont display tickets when their parent > dependant ticket has been resolved. I'm curious, how did a parent ticket get resolved if the "DependsOn" is still new or open? I thought the whole purpose of a "DependsOn" relationship was to keep the parent from getting resolved until the dependencies are also resolved, first. At least, that is what my testing has shown. Kenn LBNL On 10/8/2008 4:55 PM, Alex Young wrote: > Hi, > > I?m trying to do a search of tickets that are new and open, > but only if they don?t depend on any other tickets or the tickets they > depend on has been resolved. > > > > I had this so far: > > ( Status = 'new' OR Status = 'open' ) AND FinalPriority > 0 AND Due < '2 > days' AND DependsOn = 'NULL' > > > > This wont quite work, as it wont display tickets when their parent > dependant ticket has been resolved. > > > > I want do this so I can use rt-crontool to escalate tickets each > evening, while leaving dependant tickets untouched until their parent > dependant has been resolved. > > > > Any ideas? Can it be done? > > > > Thanks. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Thu Oct 9 13:26:02 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Oct 2008 10:26:02 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48EDADB7.6090209@mococo.nl> References: <48ED2A3C.80304@lbl.gov> <48EDADB7.6090209@mococo.nl> Message-ID: <48EE3EAA.6010900@lbl.gov> Joop, Thank you very much. I'm sure with Stephen and you and Philip and others, I'll get thru this little drama (URG!). I'm such an ignoramous in this server world. I've been in this business 40 years (yes, I really DID wire collators and sorters) and most of it was spent in front of a "dumb" terminal. I think only Gene LeDuc on the list remembers what those are (he he, yes. I just 'outed' him as being as old as I am in this business). So, my experience with Unix and Perl and all of that "server" stuff is quite limited. I'm more of a project leader now. But with limited staff, I'm now back to rolling up my sleeves and trying to understand how all this works so I can do it. So, thanks for your help, really. We are on a Solaris machine, Oracle 10g DB. I'm not sure why the 'C' compiler is necessaqry, as I am trying to install this upgrade ona machine we already installed 3.6.4 on. Any help is greatly appreciated. Kenn LBNL On 10/9/2008 12:07 AM, Joop wrote: > Kenneth Crocker wrote: >> To all, >> >> >> The regular guy who has done our installs before is no longer >> available, so I ended up with this little task. In trying to install >> 3.8.1, I ran into a couple problems. We do not use the default /opt/rt >> directory, but a different one. I had instructions to run a >> "configuration" module that consisted of: >> >> ./configure \ >> --prefix=/xxxx/rt/rt-3.8.1 \ >> --with-mod_perl=yes \ >> --with-rt-group=rt \ >> --with-bin-owner=rt \ >> --with-libs-owner=rt \ >> --with-libs-group=rt \ >> --with-db-type=Oracle \ >> --with-db-host=**** \ >> --with-db-dba=**** \ >> --with-db-database=**** \ >> --with-db-rt-user=**** \ >> --with-db-rt-pass=**** \ >> --with-web-user=rt \ >> --with-web-group=rt >> >> where '****' is really something I can't print. My concern was if >> something was missing. I got the error message: >> >> checking for a BSD-compatible install... ./install-sh -c >> checking for gawk... no >> checking for mawk... no >> checking for nawk... nawk >> checking for perl... /usr/bin/perl >> checking for chosen layout... relative >> checking for gcc... no >> checking for cc... no >> checking for cl.exe... no >> configure: error: no acceptable C compiler found in $PATH >> See `config.log' for more details. >> >> I went ahead and tried to run make testdeps and I got these results: >> > >> I don't know where this stuff is or why it's missing. Doesn't >> SearchBuilder come with the installation? If so, why can't it find the >> latest version? I really do NOT understand this. Can I get some >> guidence here? Thanks. > make testdeps just does that it test for dependancies and prints MISSING > if it finds perl modules which are not up to date. > Running 'make fixdeps' takes care of updating the required modules, BUT > then you'll need a properly configured CPAN and the needed gcc and > assorted utils. > > Please supply your OS as the way to get the required utils varies with > the Linux distribution. > > Just ask if you need help, I have installed RT dozens of times on both > Ubuntu and Centos almost always using Oracle as a backend. > > Joop > > From KFCrocker at lbl.gov Thu Oct 9 13:37:32 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Oct 2008 10:37:32 -0700 Subject: [rt-users] scrip to setting due date back to unset In-Reply-To: <48EDF96A.3080406@science-computing.de> References: <48EDF96A.3080406@science-computing.de> Message-ID: <48EE415C.8030701@lbl.gov> Violetta, If you have a scrip that modifies ticket data that is ALSO set by default RT code, you need to make the "STAGE" of the scrip in batch mode. That should do it. I've had that problem before and that fixed it. Kenn LBNL On 10/9/2008 5:30 AM, Violetta Wawryk wrote: > Hey, > > My queustion is the following. I have a queue where the default for the > due date is set to 7 days. I have different scrips that set the due date > to either 1 or 14 if the subject contains certain key words. > > As I understand RT, as soon as a ticket comes in the defaults in the > basics will be set and if there are different matching scrips they > change the wished values like due date. > > So what do I have to do to unset the due date? > > This is the part of the scrip I use to set it to 1 day: > > my $duedate = RT::Date->new($RT::SystemUser); > $duedate->Set(Format=>'unknown', Value=>'1 days'); > $self->TicketObj->SetDue($duedate->ISO); > > Thanks for your help. > > Violetta > > > From KFCrocker at lbl.gov Thu Oct 9 13:41:20 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Oct 2008 10:41:20 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 (Kenneth Crocker) In-Reply-To: <48EE2EB6.1010103@tehcorner.com> References: <48EE2EB6.1010103@tehcorner.com> Message-ID: <48EE4240.1040407@lbl.gov> Maurice, Thank You! I'll give it a look. At the level of knowledge that I have (or actually, haven't) I'm sure anything will help. Thanks again. Kenn LBNL On 10/9/2008 9:17 AM, Maurice wrote: > Hi Kenneth, > > I wrote a howto on installing RT on a Debian box that might help..... > > http://rtvm.tehcorner.com/rt38/ > > rt-users-request at lists.bestpractical.com wrote: >> Send RT-Users mailing list submissions to >> rt-users at lists.bestpractical.com >> >> To subscribe or unsubscribe via the World Wide Web, visit >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> or, via email, send a message with subject or body 'help' to >> rt-users-request at lists.bestpractical.com >> >> You can reach the person managing the list at >> rt-users-owner at lists.bestpractical.com >> >> When replying, please edit your Subject line so it is more specific >> than "Re: Contents of RT-Users digest..." >> >> >> Today's Topics: >> >> 1. Trouble upgrading to 3.8.1 (Kenneth Crocker) >> 2. Re: RT 3.8.: Customize RT at a glance (Sean McCreadie) >> 3. Re: RT 3.8.: Customize RT at a glance (Sean McCreadie) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Wed, 08 Oct 2008 14:46:36 -0700 >> From: Kenneth Crocker >> Subject: [rt-users] Trouble upgrading to 3.8.1 >> To: rt Users >> Message-ID: <48ED2A3C.80304 at lbl.gov> >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >> >> To all, >> >> >> The regular guy who has done our installs before is no longer >> available, so I ended up with this little task. In trying to install >> 3.8.1, I ran into a couple problems. We do not use the default /opt/rt >> directory, but a different one. I had instructions to run a >> "configuration" module that consisted of: >> >> ./configure \ >> --prefix=/xxxx/rt/rt-3.8.1 \ >> --with-mod_perl=yes \ >> --with-rt-group=rt \ >> --with-bin-owner=rt \ >> --with-libs-owner=rt \ >> --with-libs-group=rt \ >> --with-db-type=Oracle \ >> --with-db-host=**** \ >> --with-db-dba=**** \ >> --with-db-database=**** \ >> --with-db-rt-user=**** \ >> --with-db-rt-pass=**** \ >> --with-web-user=rt \ >> --with-web-group=rt >> >> where '****' is really something I can't print. My concern was if >> something was missing. I got the error message: >> >> checking for a BSD-compatible install... ./install-sh -c >> checking for gawk... no >> checking for mawk... no >> checking for nawk... nawk >> checking for perl... /usr/bin/perl >> checking for chosen layout... relative >> checking for gcc... no >> checking for cc... no >> checking for cl.exe... no >> configure: error: no acceptable C compiler found in $PATH >> See `config.log' for more details. >> >> I went ahead and tried to run make testdeps and I got these results: >> >> /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite >> --with-fastcgi >> perl: >> >=5.8.3(5.8.5)...found >> users: >> rt group (www)...MISSING >> bin owner (root)...found >> libs owner (root)...found >> libs group (bin)...found >> web owner (www)...MISSING >> web group (www)...MISSING >> CLI dependencies: >> Term::ReadKey...found >> Getopt::Long >= 2.24...found >> HTTP::Request::Common...found >> Term::ReadLine...found >> Text::ParseWords...found >> LWP...found >> CORE dependencies: >> Class::ReturnValue >= 0.40...found >> Text::Quoted >= 2.02...found >> CSS::Squish >= 0.06...MISSING >> Encode >= 2.13...MISSING >> Encode version 2.13 required--this is only version 2.01 >> Module::Versions::Report >= 1.05...MISSING >> Module::Versions::Report version 1.05 required--this is >> only version 1.03 >> MIME::Entity >= 5.425...MISSING >> MIME::Entity version 5.425 required--this is only >> version 5.417 >> DBI >= 1.37...found >> Locale::Maketext::Lexicon >= 0.32...found >> Devel::StackTrace >= 1.19...MISSING >> Devel::StackTrace version 1.19 required--this is only >> version 1.13 >> Digest::base...found >> Time::ParseDate...found >> File::Temp >= 0.18...MISSING >> File::Temp version 0.18 required--this is only version >> 0.16 >> Locale::Maketext >= 1.06...found >> Tree::Simple >= 1.04...found >> Text::Template...found >> Scalar::Util...found >> HTML::Scrubber >= 0.08...found >> File::Spec >= 0.8...found >> Calendar::Simple...found >> DBIx::SearchBuilder >= 1.54...MISSING >> DBIx::SearchBuilder version 1.54 required--this is only >> version 1.49 >> Mail::Mailer >= 1.57...found >> File::ShareDir...MISSING >> Regexp::Common...found >> Digest::MD5 >= 2.27...found >> HTML::Entities...found >> Cache::Simple::TimedExpiry...found >> File::Glob...found >> Locale::Maketext::Fuzzy...found >> Time::HiRes...found >> Text::Wrapper...found >> Log::Dispatch >= 2.0...found >> UNIVERSAL::require...found >> Email::Address...MISSING >> DASHBOARDS dependencies: >> HTML::RewriteAttributes >= 0.02...MISSING >> MIME::Types...found >> FASTCGI dependencies: >> CGI::Fast...found >> CGI >= 3.38...MISSING >> CGI version 3.38 required--this is only version 3.05 >> FCGI...found >> GD dependencies: >> GD::Text...found >> GD...found >> GD::Graph...found >> GPG dependencies: >> PerlIO::eol...MISSING >> GnuPG::Interface...MISSING >> ICAL dependencies: >> Data::ICal...MISSING >> MAILGATE dependencies: >> Pod::Usage...found >> HTML::TreeBuilder...found >> Getopt::Long...found >> HTML::FormatText...found >> LWP::UserAgent...found >> MASON dependencies: >> Storable >= 2.08...found >> CSS::Squish >= 0.06...MISSING >> Apache::Session >= 1.53...found >> Errno...found >> Devel::StackTrace >= 1.19...MISSING >> Devel::StackTrace version 1.19 required--this is only >> version 1.13 >> CGI::Cookie >= 1.20...found >> Text::WikiFormat >= 0.76...found >> XML::RSS >= 1.05...found >> HTML::Mason >= 1.36...MISSING >> HTML::Mason version 1.36 required--this is only version >> 1.28 >> Digest::MD5 >= 2.27...found >> SMTP dependencies: >> Net::SMTP...found >> SQLITE dependencies: >> DBD::SQLite >= 1.00...found >> STANDALONE dependencies: >> Net::Server::PreFork...MISSING >> Net::Server...MISSING >> HTTP::Server::Simple >= 0.34...MISSING >> HTTP::Server::Simple version 0.34 required--this is >> only version 0.20 at (eval 138) line 2, line 11. >> HTTP::Server::Simple::Mason >= 0.09...found >> >> SOME DEPENDENCIES WERE MISSING. >> DASHBOARDS missing dependencies: >> HTML::RewriteAttributes >= 0.02...MISSING >> ICAL missing dependencies: >> Data::ICal...MISSING >> STANDALONE missing dependencies: >> HTTP::Server::Simple >= 0.34...MISSING >> HTTP::Server::Simple version 0.34 required--this is >> only version 0.20 at (eval 138) line 2, line 11. >> Net::Server::PreFork...MISSING >> Net::Server...MISSING >> GPG missing dependencies: >> PerlIO::eol...MISSING >> GnuPG::Interface...MISSING >> CORE missing dependencies: >> Devel::StackTrace >= 1.19...MISSING >> Devel::StackTrace version 1.19 required--this is only >> version 1.13 >> DBIx::SearchBuilder >= 1.54...MISSING >> DBIx::SearchBuilder version 1.54 required--this is only >> version 1.49 >> CSS::Squish >= 0.06...MISSING >> Encode >= 2.13...MISSING >> Encode version 2.13 required--this is only version 2.01 >> File::ShareDir...MISSING >> Module::Versions::Report >= 1.05...MISSING >> Module::Versions::Report version 1.05 required--this is >> only version 1.03 >> MIME::Entity >= 5.425...MISSING >> MIME::Entity version 5.425 required--this is only >> version 5.417 >> File::Temp >= 0.18...MISSING >> File::Temp version 0.18 required--this is only version >> 0.16 >> Email::Address...MISSING >> FASTCGI missing dependencies: >> CGI >= 3.38...MISSING >> CGI version 3.38 required--this is only version 3.05 >> MASON missing dependencies: >> HTML::Mason >= 1.36...MISSING >> HTML::Mason version 1.36 required--this is only version >> 1.28 >> Devel::StackTrace >= 1.19...MISSING >> Devel::StackTrace version 1.19 required--this is only >> version 1.13 >> CSS::Squish >= 0.06...MISSING >> make: *** [testdeps] Error 1 >> >> >> Some (hell most) of this stuff is absolutely GREEK to me. When it says >> "MISSING" it shows something I provided in the "configure" phase, so how >> could it be missing? >> One of my MAJOR concerns is where it says something like" >> "Encode version 2.13 required--this is only version 2.01" >> OR >> "Module::Versions::Report version 1.05 required--this is only version 1.03" >> OR >> "DBIx::SearchBuilder >= 1.54...MISSING >> DBIx::SearchBuilder version 1.54 required--this is only >> version 1.49" >> >> >> I don't know where this stuff is or why it's missing. Doesn't >> SearchBuilder come with the installation? If so, why can't it find the >> latest version? I really do NOT understand this. Can I get some guidence >> here? Thanks. >> >> Kenn >> LBNL >> >> >> >> ------------------------------ >> >> Message: 2 >> Date: Wed, 8 Oct 2008 14:57:39 -0700 >> From: "Sean McCreadie" >> Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance >> To: "Gabriel Cadieux" , Filipe Jos? >> Silva Clemente , >> >> Message-ID: >> <6A8A671AFE630144BC8AE1D84E6700B8010C46BB at SR-ES-EMAIL01.canyonpartners.local> >> >> Content-Type: text/plain; charset="iso-8859-1" >> >> Felipe, >> >> >> >> I edited my "RT at a glance" title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for "RT at a glance". One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads " Company Name Request Tracker" I did this by inserting " [_1] Request Tracker" into lines 6 and 81 where "RT at a glance" used to be. >> >> >> >> Thanks >> >> >> >> Sean >> >> >> >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel Cadieux >> Sent: Wednesday, October 08, 2008 8:41 AM >> To: Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance >> >> >> >> i'm sure you can change all that stuff if you edit the raw html/perl stuff. >> >> >> >> have a look in there and grep for "RT at a Glance" or whatever the spelling is for the string you want.. >> >> >> >> as for the color, it's probably in the css somewhere if there is some (i'm guessing) >> >> >> >> -gabe >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Filipe Jos? Silva Clemente >> Sent: Wednesday, October 08, 2008 10:34 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] RT 3.8.: Customize RT at a glance >> >> Hi, >> >> >> >> Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? >> >> >> >> Is it possible to change the RT 3.8 web console blue color, to some other color? >> >> >> >> TIA, >> >> >> >> Filipe >> >> Portugal >> >> -------------- next part -------------- >> An HTML attachment was scrubbed... >> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20081008/6d1eb1be/attachment-0001.htm >> >> ------------------------------ >> >> Message: 3 >> Date: Wed, 8 Oct 2008 14:59:11 -0700 >> From: "Sean McCreadie" >> Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance >> To: "Sean McCreadie" , "Gabriel >> Cadieux" , Filipe Jos? Silva Clemente >> , >> Message-ID: >> <6A8A671AFE630144BC8AE1D84E6700B8010C46BC at SR-ES-EMAIL01.canyonpartners.local> >> >> Content-Type: text/plain; charset="iso-8859-1" >> >> Also, in order to see the changes don't forget to clear your Mason cache and restart apache. >> >> >> >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean McCreadie >> Sent: Wednesday, October 08, 2008 2:58 PM >> To: Gabriel Cadieux; Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance >> >> >> >> Felipe, >> >> >> >> I edited my "RT at a glance" title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for "RT at a glance". One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads " Company Name Request Tracker" I did this by inserting " [_1] Request Tracker" into lines 6 and 81 where "RT at a glance" used to be. >> >> >> >> Thanks >> >> >> >> Sean >> >> >> >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel Cadieux >> Sent: Wednesday, October 08, 2008 8:41 AM >> To: Filipe Jos? Silva Clemente; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance >> >> >> >> i'm sure you can change all that stuff if you edit the raw html/perl stuff. >> >> >> >> have a look in there and grep for "RT at a Glance" or whatever the spelling is for the string you want.. >> >> >> >> as for the color, it's probably in the css somewhere if there is some (i'm guessing) >> >> >> >> -gabe >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Filipe Jos? Silva Clemente >> Sent: Wednesday, October 08, 2008 10:34 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] RT 3.8.: Customize RT at a glance >> >> Hi, >> >> >> >> Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? >> >> >> >> Is it possible to change the RT 3.8 web console blue color, to some other color? >> >> >> >> TIA, >> >> >> >> Filipe >> >> Portugal >> >> -------------- next part -------------- >> An HTML attachment was scrubbed... >> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20081008/a46ec404/attachment.htm >> >> ------------------------------ >> >> _______________________________________________ >> RT-Users mailing list >> RT-Users at lists.bestpractical.com >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> End of RT-Users Digest, Vol 55, Issue 24 >> **************************************** >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From JoopvandeWege at mococo.nl Thu Oct 9 13:41:53 2008 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Thu, 09 Oct 2008 19:41:53 +0200 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48EE3723.5010904@lbl.gov> References: <48ED2A3C.80304@lbl.gov> <48EE3723.5010904@lbl.gov> Message-ID: <48EE4261.9040906@mococo.nl> Kenneth Crocker wrote: > Any clues as to why the "C" compiler is needed? Thanks. Not all Perl modules are Pure Perl modules which means that for example GD has a Perl interface to the gd.so which fixdeps will try to compile for you. That is probably not the right thing to say but I hope its close enough for you to understand the why of th C compiler. If you really get stuck I might be able to help out, since we used to be quite involved with Sun Solaris. Joop From bauch at jcpgroup.com Thu Oct 9 14:10:46 2008 From: bauch at jcpgroup.com (Auch, Benjamin) Date: Thu, 9 Oct 2008 13:10:46 -0500 Subject: [rt-users] Search by Requestor Organization Message-ID: <07CDA1D1CF57E44DA0F58F557A6C5BDD01419A43@carbon.add-inc.com> I'm looking to do a search that will group by requestor organization (bar chart to be exact) When running my search I can select Requestor Organization, but I cannot display it as a column, therefore I cannot create a bar chart for it. What I want is a graph showing the number of tickets created in each organization. Ideas? Thanks Ben The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From manu at netbsd.org Thu Oct 9 15:44:12 2008 From: manu at netbsd.org (Emmanuel Dreyfus) Date: Thu, 9 Oct 2008 21:44:12 +0200 Subject: [rt-users] Search by Requestor Organization In-Reply-To: <07CDA1D1CF57E44DA0F58F557A6C5BDD01419A43@carbon.add-inc.com> Message-ID: <1iokcct.1e8r39w61cafhM%manu@netbsd.org> Auch, Benjamin wrote: > I'm looking to do a search that will group by requestor organization > (bar chart to be exact) > > When running my search I can select Requestor Organization, but I cannot > display it as a column, therefore I cannot create a bar chart for it. > > What I want is a graph showing the number of tickets created in each > organization. I have exactly the same need, but it seems that intrusive modifications of RT are required to acheive that goal. -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz manu at netbsd.org From alexyoung at scoutsolutions.co.uk Thu Oct 9 16:25:34 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Thu, 9 Oct 2008 21:25:34 +0100 Subject: [rt-users] Richtext spell checker Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64AA7022@s-wor-e-001.SCOUTSOFFICE.local> Anyone managed to get Aspell working in FCK editor in RT? I installed Aspell and set FCK to use it in its config, but when I click on the FCK spell check button it pops up (http://myserver/NoAuth/RichText/editor/fckdialog.html), says spell check in progress and then gives error message saying: The page you requested could not be found Please check the URL and try again. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Oct 9 17:02:56 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Oct 2008 14:02:56 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48EE4261.9040906@mococo.nl> References: <48ED2A3C.80304@lbl.gov> <48EE3723.5010904@lbl.gov> <48EE4261.9040906@mococo.nl> Message-ID: <48EE7180.9090804@lbl.gov> Joop, I ran /tools/bin/ make fixdeps" and I got this result: Checking if your kit is complete... Looks good Warning: prerequisite Devel::StackTrace 0 not found. Writing Makefile for Class::ReturnValue ---- Unsatisfied dependencies detected during ---- ---- JESSE/Class-ReturnValue-0.55.tar.gz ---- Devel::StackTrace [requires] Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] yes So, I entered 'yes' and hit enter and got several interesting returns like this: Running make test Delayed until after prerequisites Running make install Delayed until after prerequisites followed by this: Checking if your kit is complete... Looks good Writing Makefile for Devel::StackTrace make[1]: Entering directory `/home/rt/.cpan/build/Devel-StackTrace-1.1902-UYgoNf' cp lib/Devel/StackTrace.pm blib/lib/Devel/StackTrace.pm Manifying blib/man3/Devel::StackTrace.3 make[1]: Leaving directory `/home/rt/.cpan/build/Devel-StackTrace-1.1902-UYgoNf' DROLSKY/Devel-StackTrace-1.1902.tar.gz /tools/bin/make -- OK Running make test make[1]: Entering directory `/home/rt/.cpan/build/Devel-StackTrace-1.1902-UYgoNf' PERL_DL_NONLAZY=1 /tools/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/01-basic........ok 1/35 skipped: various reasons t/02-bad-utf8.....skipped all skipped: These tests require Perl 5.8.8+ t/kwalitee........skipped all skipped: This test is only run for the module author t/pod-coverage....skipped all skipped: This test is only run for the module author t/pod.............skipped all skipped: This test is only run for the module author All tests successful, 4 tests and 1 subtest skipped. which was followed by this: Running make for J/JE/JESSE/Class-ReturnValue-0.55.tar.gz Has already been unwrapped into directory /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86 CPAN.pm: Going to build J/JE/JESSE/Class-ReturnValue-0.55.tar.gz Warning: Prerequisite 'Devel::StackTrace => 0' for 'J/JE/JESSE/Class-ReturnValue-0.55.tar.gz' already installed but installation looks suspicious. Skipping another installation attempt, to prevent looping endlessly. and then lastly by this: Running make test make[1]: Entering directory `/home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86' PERL_DL_NONLAZY=1 /tools/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/basic.... # Failed test 'use Class::ReturnValue;' # in t/basic.t at line 5. # Tried to use 'Class::ReturnValue'. # Error: Can't locate Devel/StackTrace.pm in @INC (@INC contains: /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86/inc /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86/blib/lib /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86/blib/arch /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl . /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl .) at /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86/blib/lib/Class/ReturnValue.pm line 81. # BEGIN failed--compilation aborted at t/basic.t line 5. # Compilation failed in require at (eval 3) line 2. # BEGIN failed--compilation aborted at (eval 3) line 2. Can't locate object method "new" via package "Class::ReturnValue" at t/basic.t line 8. # Looks like you planned 32 tests but only ran 1. # Looks like you failed 1 test of 1 run. # Looks like your test died just after 1. t/basic....dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-32 Failed 32/32 tests, 0.00% okay Failed Test Stat Wstat Total Fail List of Failed ------------------------------------------------------------------------------- t/basic.t 255 65280 32 63 1-32 Failed 1/1 test scripts. 32/32 subtests failed. Files=1, Tests=32, 0 wallclock secs ( 0.10 cusr + 0.02 csys = 0.12 CPU) Failed 1/1 test programs. 32/32 subtests failed. make[1]: *** [test_dynamic] Error 255 make[1]: Leaving directory `/home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86' JESSE/Class-ReturnValue-0.55.tar.gz /tools/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Install module Text::Quoted Running install for module 'Text::Quoted' Running make for R/RU/RUZ/Text-Quoted-2.05.tar.gz Fetching with LWP: ftp://cpan.cs.utah.edu/pub/CPAN/authors/id/R/RU/RUZ/Text-Quoted-2.05.tar.gz Checksum for /home/rt/.cpan/sources/authors/id/R/RU/RUZ/Text-Quoted-2.05.tar.gz ok Text-Quoted-2.05/ Text-Quoted-2.05/inc/ Text-Quoted-2.05/inc/Module/ Text-Quoted-2.05/inc/Module/Install.pm Text-Quoted-2.05/inc/Module/Install/ Text-Quoted-2.05/inc/Module/Install/Fetch.pm Text-Quoted-2.05/inc/Module/Install/Makefile.pm Text-Quoted-2.05/inc/Module/Install/Base.pm Text-Quoted-2.05/inc/Module/Install/Metadata.pm Text-Quoted-2.05/inc/Module/Install/Can.pm Text-Quoted-2.05/inc/Module/Install/WriteAll.pm Text-Quoted-2.05/inc/Module/Install/Win32.pm Text-Quoted-2.05/Changes Text-Quoted-2.05/t/ Text-Quoted-2.05/t/7.t Text-Quoted-2.05/t/4.t Text-Quoted-2.05/t/6.t Text-Quoted-2.05/t/5.t Text-Quoted-2.05/t/2.t Text-Quoted-2.05/t/3.t Text-Quoted-2.05/t/1.t Text-Quoted-2.05/MANIFEST Text-Quoted-2.05/Quoted.pm Text-Quoted-2.05/META.yml Text-Quoted-2.05/Makefile.PL Text-Quoted-2.05/README CPAN.pm: Going to build R/RU/RUZ/Text-Quoted-2.05.tar.gz Checking if your kit is complete... Looks good Warning: prerequisite Text::Autoformat 0 not found. Writing Makefile for Text::Quoted ---- Unsatisfied dependencies detected during ---- ---- RUZ/Text-Quoted-2.05.tar.gz ---- Text::Autoformat [requires] Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] I answered again with yes and got this: Checking if your kit is complete... Looks good Warning: prerequisite Text::Reform 1.11 not found. Writing Makefile for Text::Autoformat ---- Unsatisfied dependencies detected during ---- ---- DCONWAY/Text-Autoformat-1.13.tar.gz ---- Text::Reform [requires] Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] It looks like I have reached the end and I don't want to continue to say yes and get the same result. Any ideas? Kenn LBNL On 10/9/2008 10:41 AM, Joop van de Wege wrote: > Kenneth Crocker wrote: >> Any clues as to why the "C" compiler is needed? Thanks. > Not all Perl modules are Pure Perl modules which means that for example > GD has a Perl interface to the gd.so which fixdeps will try to compile > for you. > That is probably not the right thing to say but I hope its close enough > for you to understand the why of th C compiler. > > If you really get stuck I might be able to help out, since we used to be > quite involved with Sun Solaris. > > Joop > > > From KFCrocker at lbl.gov Thu Oct 9 17:26:39 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Oct 2008 14:26:39 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48EE4261.9040906@mococo.nl> References: <48ED2A3C.80304@lbl.gov> <48EE3723.5010904@lbl.gov> <48EE4261.9040906@mococo.nl> Message-ID: <48EE770F.7020107@lbl.gov> Joop, OH MAN! I just decided to enter yes for all that stuff every time it comes up with one and it ran like 10 different times with me having to say yes or y. It finally stopped with this result: Compilation failed in require at (eval 4) line 3, line 16. ...propagated at /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5/base.pm line 85, line 16. BEGIN failed--compilation aborted at t/05handlederrors.t line 25, line 16. # Looks like your test died before it could output anything. t/05handlederrors......dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-5 Failed 5/5 tests, 0.00% okay Failed Test Stat Wstat Total Fail List of Failed ------------------------------------------------------------------------------- t/00smoke.t 1 256 8 1 1 t/01live.t 255 65280 5 10 1-5 t/04unhandlederrors.t 255 65280 5 10 1-5 t/05handlederrors.t 255 65280 5 10 1-5 2 tests skipped. Failed 4/6 test scripts. 16/23 subtests failed. Files=6, Tests=23, 2 wallclock secs ( 1.06 cusr + 0.20 csys = 1.26 CPU) Failed 4/6 test programs. 16/23 subtests failed. make[1]: *** [test_dynamic] Error 255 make[1]: Leaving directory `/home/rt/.cpan/build/HTTP-Server-Simple-Mason-0.09-gb30wc' JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz /tools/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Install module Net::Server Running install for module 'Net::Server' Running make for R/RH/RHANDOM/Net-Server-0.97.tar.gz Has already been unwrapped into directory /home/rt/.cpan/build/Net-Server-0.97-AkVZm2 Has already been made Running make test Has already been tested successfully Running make install Already done SOME DEPENDENCIES WERE MISSING. DASHBOARDS missing dependencies: HTML::RewriteAttributes >= 0.02...MISSING ICAL missing dependencies: Data::ICal...MISSING STANDALONE missing dependencies: Net::Server::PreFork...MISSING HTTP::Server::Simple::Mason >= 0.09...MISSING Net::Server...MISSING GPG missing dependencies: PerlIO::eol...MISSING GnuPG::Interface...MISSING GD missing dependencies: GD::Graph...MISSING GD::Text...MISSING CORE missing dependencies: Class::ReturnValue >= 0.40...MISSING Text::Quoted >= 2.02...MISSING Calendar::Simple...MISSING DBIx::SearchBuilder >= 1.54...MISSING CSS::Squish >= 0.06...MISSING Regexp::Common...MISSING File::ShareDir...MISSING MIME::Entity >= 5.425...MISSING Module::Versions::Report >= 1.05...MISSING Devel::StackTrace >= 1.19...MISSING Locale::Maketext::Fuzzy...MISSING Text::Wrapper...MISSING Time::ParseDate...MISSING Log::Dispatch >= 2.0...MISSING Email::Address...MISSING Text::Template...MISSING MASON missing dependencies: Devel::StackTrace >= 1.19...MISSING HTML::Mason >= 1.36...MISSING Apache::Session >= 1.53...MISSING Text::WikiFormat >= 0.76...MISSING XML::RSS >= 1.05...MISSING CSS::Squish >= 0.06...MISSING make: *** [fixdeps] Error 1 bash-2.03$ So now I'm really not sure what to do. Now I really am open to ideas. Thanks. Kenn LBNL On 10/9/2008 10:41 AM, Joop van de Wege wrote: > Kenneth Crocker wrote: >> Any clues as to why the "C" compiler is needed? Thanks. > Not all Perl modules are Pure Perl modules which means that for example > GD has a Perl interface to the gd.so which fixdeps will try to compile > for you. > That is probably not the right thing to say but I hope its close enough > for you to understand the why of th C compiler. > > If you really get stuck I might be able to help out, since we used to be > quite involved with Sun Solaris. > > Joop > > > From KFCrocker at lbl.gov Thu Oct 9 17:39:54 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Oct 2008 14:39:54 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48EE4261.9040906@mococo.nl> References: <48ED2A3C.80304@lbl.gov> <48EE3723.5010904@lbl.gov> <48EE4261.9040906@mococo.nl> Message-ID: <48EE7A2A.4030004@lbl.gov> Joop, I decided to try again. I have a couple questions: 1) how do I know that the 'automatic' installs are installing the latest versions of perl, SearchBuilder, etc.? 2) What am I really supposed to do with this result? The automatic tests for GDGraph are not really a solid workout of the library. The best way to test the package is to run the examples before installing it. You can run the examples in the samples directory with `make samples` or by going into that directory, and just running `make`. If that fails, please read samples/Makefile. ---- Unsatisfied dependencies detected during ---- ---- BWARFIELD/GDGraph-1.44.tar.gz ---- GD::Text [requires] Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] Do I stop the 'make fixdeps' and run the 'make samples' (where IS the samples directory anyway)? Kenn LBNL On 10/9/2008 10:41 AM, Joop van de Wege wrote: > Kenneth Crocker wrote: >> Any clues as to why the "C" compiler is needed? Thanks. > Not all Perl modules are Pure Perl modules which means that for example > GD has a Perl interface to the gd.so which fixdeps will try to compile > for you. > That is probably not the right thing to say but I hope its close enough > for you to understand the why of th C compiler. > > If you really get stuck I might be able to help out, since we used to be > quite involved with Sun Solaris. > > Joop > > > From dmbeethe at fedex.com Thu Oct 9 16:47:21 2008 From: dmbeethe at fedex.com (Don Beethe) Date: Thu, 9 Oct 2008 15:47:21 -0500 Subject: [rt-users] New install of rt3.8.1 getting error In-Reply-To: References: Message-ID: Just loaded rt3.8.1 on redhat AS4.5/64. When I try to hit the site, get: Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1209. What don't I have configured right? From ASailer at uwb.edu Thu Oct 9 17:50:13 2008 From: ASailer at uwb.edu (Adam Sailer) Date: Thu, 9 Oct 2008 14:50:13 -0700 Subject: [rt-users] No theme on 3.8.1, Fresh Install Message-ID: <73A3353B985ABC4CB383FE3A52F9337C5F496A@UWBMAIL.uwb.edu> No theme on 3.8.1, Fresh Install Pointers, anyone? Thank you, Adam Sailer Computer Support Analyst II Information Systems University of Washington Bothell From gordon at cryologic.com Thu Oct 9 19:47:41 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 10 Oct 2008 10:47:41 +1100 Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <48ECEA64.9060100@lbl.gov> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> <19854928.post@talk.nabble.com> <20081007101007.GE3417@easter-eggs.com> <19855915.post@talk.nabble.com> <48EBE836.1090401@cryologic.com> <19873362.post@talk.nabble.com> <48ECEA64.9060100@lbl.gov> Message-ID: <48EE981D.7060404@cryologic.com> Kenneth Crocker wrote: > To all, > > > We'er using 3.6.4 and ha never had the problem your discussing in terms > of reminders. Is this new due to 3.8? no From gordon at cryologic.com Thu Oct 9 19:46:59 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 10 Oct 2008 10:46:59 +1100 Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <19873362.post@talk.nabble.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> <19854928.post@talk.nabble.com> <20081007101007.GE3417@easter-eggs.com> <19855915.post@talk.nabble.com> <48EBE836.1090401@cryologic.com> <19873362.post@talk.nabble.com> Message-ID: <48EE97F3.4030105@cryologic.com> kschmitte wrote: > Hello Gordon, > > thanks for that hint! > > In my Reminders.pm I see the line "our $REMINDER_QUEUE = 'General'". > Does this mean that that the currently used reminder queue is the queue > General? > > In this case I would either change this to a "reminder" queue (where only > the superuser has access to) or would assure that no notifications will be > sent to for the queue "General" - is this correct? > > Thanks, > > Kai I created a new queue called Reminders. In Reminders.pm I changed: $REMINDER_QUEUE = 'Reminders' As far as I can tell the $REMINDER_QUEUE is not actually used in Reminders.pm so I also modified: my $query = 'Queue = "'. $self->TicketObj->QueueObj->Name .'" AND Type = "reminder"'; to my $query = 'Queue = "'. $REMINDER_QUEUE .'" AND Type = "reminder"'; and: Queue => $self->TicketObj->Queue, to Queue => "$REMINDER_QUEUE", WARNING: This applied to RT-3.6. A quick look at RT-3.8 indicated Reminders.pm has changed slightly. Also I strongly doubt this is preferred way of making changes. Changes should probably be made via an overlay in Reminders_Local.pm however I am not sure how. regards Gordon From gordon at cryologic.com Thu Oct 9 20:13:41 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 10 Oct 2008 11:13:41 +1100 Subject: [rt-users] Upgrading MySQL 4.1 to MySQL 5.0 Message-ID: <48EE9E35.8010203@cryologic.com> RT-3.8.1 I was just wondering if there are any database changes required for upgrading from MySQL 4.1 to MySQL 5.0. There is no mention of MySQL 5.0 in UPGRADING.mysql so I am assuming not. Gordon From ruz at bestpractical.com Thu Oct 9 22:07:52 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 10 Oct 2008 06:07:52 +0400 Subject: [rt-users] Search by Requestor Organization In-Reply-To: <1iokcct.1e8r39w61cafhM%manu@netbsd.org> References: <07CDA1D1CF57E44DA0F58F557A6C5BDD01419A43@carbon.add-inc.com> <1iokcct.1e8r39w61cafhM%manu@netbsd.org> Message-ID: <589c94400810091907w1420b4e6x52fb0b2453cd4340@mail.gmail.com> Not that hard: http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=16264 Would be available in RT 3.8.3, however there is a bug in RT I should fix that makes numbers incorrect for Requestors, Ccs and other watchers. On Thu, Oct 9, 2008 at 11:44 PM, Emmanuel Dreyfus wrote: > Auch, Benjamin wrote: > >> I'm looking to do a search that will group by requestor organization >> (bar chart to be exact) >> >> When running my search I can select Requestor Organization, but I cannot >> display it as a column, therefore I cannot create a bar chart for it. >> >> What I want is a graph showing the number of tickets created in each >> organization. > > I have exactly the same need, but it seems that intrusive modifications > of RT are required to acheive that goal. > > -- > Emmanuel Dreyfus > http://hcpnet.free.fr/pubz > manu at netbsd.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 ruz at bestpractical.com Thu Oct 9 22:10:38 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 10 Oct 2008 06:10:38 +0400 Subject: [rt-users] Upgrading MySQL 4.1 to MySQL 5.0 In-Reply-To: <48EE9E35.8010203@cryologic.com> References: <48EE9E35.8010203@cryologic.com> Message-ID: <589c94400810091910n61cd6722l1fbc870d38401f7d@mail.gmail.com> If RT 3.8.0 or newer has been installed on mysql 4.1 then there is no need to do anything after upgrade of the server to mysql 5.0.x On Fri, Oct 10, 2008 at 4:13 AM, wrote: > RT-3.8.1 > > I was just wondering if there are any database changes required for > upgrading from MySQL 4.1 to MySQL 5.0. > > There is no mention of MySQL 5.0 in UPGRADING.mysql so I am assuming not. > > 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 Oct 9 22:50:17 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 10 Oct 2008 06:50:17 +0400 Subject: [rt-users] Search by Requestor Organization In-Reply-To: <589c94400810091907w1420b4e6x52fb0b2453cd4340@mail.gmail.com> References: <07CDA1D1CF57E44DA0F58F557A6C5BDD01419A43@carbon.add-inc.com> <1iokcct.1e8r39w61cafhM%manu@netbsd.org> <589c94400810091907w1420b4e6x52fb0b2453cd4340@mail.gmail.com> Message-ID: <589c94400810091950u1fec8f4ekf756f27857057812@mail.gmail.com> Ok, there is no fix, however if CGM table is not shrinked after upgrade from 3.6 then numbers can be wrong. There is known numbers shift when more then one user from the same organization is listed as requester. That can be fixed I think, but not today. On Fri, Oct 10, 2008 at 6:07 AM, Ruslan Zakirov wrote: > Not that hard: http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=16264 > Would be available in RT 3.8.3, however there is a bug in RT I should > fix that makes numbers incorrect for Requestors, Ccs and other > watchers. > > On Thu, Oct 9, 2008 at 11:44 PM, Emmanuel Dreyfus wrote: >> Auch, Benjamin wrote: >> >>> I'm looking to do a search that will group by requestor organization >>> (bar chart to be exact) >>> >>> When running my search I can select Requestor Organization, but I cannot >>> display it as a column, therefore I cannot create a bar chart for it. >>> >>> What I want is a graph showing the number of tickets created in each >>> organization. >> >> I have exactly the same need, but it seems that intrusive modifications >> of RT are required to acheive that goal. >> >> -- >> Emmanuel Dreyfus >> http://hcpnet.free.fr/pubz >> manu at netbsd.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. > -- Best regards, Ruslan. From panu at colorplaza.com Fri Oct 10 02:44:26 2008 From: panu at colorplaza.com (Panu) Date: Fri, 10 Oct 2008 08:44:26 +0200 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: References: Message-ID: <48EEF9CA.9090209@colorplaza.com> > From: Kenneth Crocker > I ran /tools/bin/ make fixdeps" and I got this result: I newer point to a subdirectory, not sure if it matters though. I do always just what the readme/install file tells me. So in the directory where I have extracted the rt archive I do "make testdeps" and "make fixdeps" and eventually "make install". It's normal that it follows dependencies, and tests the modules as they are installed. If you get a lot of errors you may have to install those manually either using cpan or downloading different archives and then installing them manually. From bernd.kuhlen at wetteronline.de Fri Oct 10 03:50:54 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen -WetterOnline-) Date: Fri, 10 Oct 2008 09:50:54 +0200 Subject: [rt-users] deleting comments and replies from ticket Message-ID: <1932AD9B-F50D-482A-9963-22CA74C09A5F@wetteronline.de> Hi there, in the searchable mailing list http://www.gossamer-threads.com/lists I could see, that deleting text from a ticket history has been an issue before. But maybe something changed within the past 2 years, so I'm going to ask here again. Is there a (handy) way do delete a single comment or reply from the ticket history? I know, it's not in the concept of tickets to delete anything. But if you have sensitive information or just a looong text that had been added by mistake it's really annoying to have it "in the way" for the whole ticket lifetime. So apart from connecting to the database directly (which is dangerous anyway) does anybody know a suitable workaround? best regards, Bernd -------------- next part -------------- An HTML attachment was scrubbed... URL: From marco.avvisano at regione.toscana.it Fri Oct 10 04:22:18 2008 From: marco.avvisano at regione.toscana.it (Marco Avvisano) Date: Fri, 10 Oct 2008 10:22:18 +0200 Subject: [rt-users] can't quickly create ticket References: <20081006070152.e8cn09baosss84gs@www.omt.co.za> <11bf01c92795$98550990$2b01d59f@regione.toscana.it> Message-ID: <006f01c92ab1$50185640$2b01d59f@regione.toscana.it> > It sounds like you have some *required* Ticket custom fields that aren't > available to fill in via the Quick Ticket Creation. If those fields > weren't set as required, it would work fine. Otherwise, you'll need to > mod the QuickCreate Element with the appropriate input field. It will > require some HTML knowledge. Yes it's correct .. i have required ticket custom fields .. to solve it, i think to disable quick creation for specific users, but seems not work. I try to modify , from root, the user profile, chnaging body or summary views, but all remain the same. Marco > > Elias > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marco > Avvisano > Sent: Monday, October 06, 2008 2:26 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] can't quickly create ticket > > I use 3.8.1, when i try to create quickly ticket, also from root, i get > this > error message: > > can't quickly create ticket in queue DBA because some cfs need to be set, > please go to normal ticket creation page to do that. > > any suggestions, > > Marco > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From bernd.kuhlen at wetteronline.de Fri Oct 10 05:09:49 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen -WetterOnline-) Date: Fri, 10 Oct 2008 11:09:49 +0200 Subject: [rt-users] deleting comments and replies from ticket In-Reply-To: <1932AD9B-F50D-482A-9963-22CA74C09A5F@wetteronline.de> References: <1932AD9B-F50D-482A-9963-22CA74C09A5F@wetteronline.de> Message-ID: <587B3221-004C-4C49-A162-F9C73CA2AA9A@wetteronline.de> Hi, I found it myself. It's in the book (RT Essentials) on page 71-72. For those who don't have the book but have the same problem: move you mousepointer in the ticket history on the hash-sign in the transaction you want to delete from the ticket. In the URL you'll find the transaction number (txn=.....) Let's say, your number is 3577. Then execute the following (as the user having access to your RT) perl -I/usr/local/lib/rt3 -MRT -e 'RT::LoadConfig(); RT::Init(); my $t = RT::Transaction->new($RT::SystemUser); $t->Load(3577); print $t- >Delete;' The path /usr/local/lib/rt3 (on my FreeBSD box) might differ on your system (it WILL differ if you're using Linux, maybe /opt/rt3/lib). On 10 Oct 2008, at 09:50, Bernd Kuhlen -WetterOnline- wrote: > Hi there, > in the searchable mailing list http://www.gossamer-threads.com/lists > I could see, that deleting text from a ticket history has been an > issue before. But maybe something changed within the past 2 years, > so I'm going to ask here again. Is there a (handy) way do delete a > single comment or reply from the ticket history? I know, it's not in > the concept of tickets to delete anything. But if you have sensitive > information or just a looong text that had been added by mistake > it's really annoying to have it "in the way" for the whole ticket > lifetime. > > So apart from connecting to the database directly (which is > dangerous anyway) does anybody know a suitable workaround? > > best regards, > Bernd > -------------- next part -------------- An HTML attachment was scrubbed... URL: From filipe at sapia.uminho.pt Fri Oct 10 05:12:23 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Fri, 10 Oct 2008 10:12:23 +0100 Subject: [rt-users] RT 3.8: Inserting a column in the Quick Search View Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123CB3E@BEFUNCIONARIOS.uminho.pt> Hi, I want to include the "resolved" column in the quick search view. How can i do this? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From dave.wells at foreshore.net Fri Oct 10 06:09:29 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Fri, 10 Oct 2008 11:09:29 +0100 Subject: [rt-users] On Comment resolved ticket set back to new status Message-ID: <3E88364AF578694C9BBFE357115E2EDE0420ABDF@jsy-qr-is.is.foreshore.net> Hi Guys, On all of our queues when a ticket is in a resolved state and a user makes a comment on the ticket the status of the ticket is set back to new. We have no defined scrips for the Queues or in Global configuration that are set to do this. Is this a default action in RT if so is it possible to change this? Thanks Dave -------------- next part -------------- An HTML attachment was scrubbed... URL: From v.wawryk at science-computing.de Fri Oct 10 06:04:51 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Fri, 10 Oct 2008 12:04:51 +0200 Subject: [rt-users] scrip to setting due date back to unset In-Reply-To: <48EE415C.8030701@lbl.gov> References: <48EDF96A.3080406@science-computing.de> <48EE415C.8030701@lbl.gov> Message-ID: <48EF28C3.1020502@science-computing.de> Hey Kenn, > If you have a scrip that modifies ticket data that is ALSO set by > default RT code, you need to make the "STAGE" of the scrip in batch > mode. That should do it. I've had that problem before and that fixed it. No it doesn't :-/ Still thank you for your help. Any other idea, anyone? How can I unset the due date during creation when ususally it is set to 7? (Which is the configuration that is set in the queue basics). Thanks a lot. Violetta -- 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 v.wawryk at science-computing.de Fri Oct 10 07:15:29 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Fri, 10 Oct 2008 13:15:29 +0200 Subject: [rt-users] On Comment resolved ticket set back to new status In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE0420ABDF@jsy-qr-is.is.foreshore.net> References: <3E88364AF578694C9BBFE357115E2EDE0420ABDF@jsy-qr-is.is.foreshore.net> Message-ID: <48EF3951.6050503@science-computing.de> Hi Dave, in my test-rt (3.6.1, which still has all the defaults configured) is a global scrip that says: "On Correspond Open Tickets with template Blank" are you sure you haven't got it? Regards Violetta > On all of our queues when a ticket is in a resolved state and a user > makes a comment on the ticket the status of the ticket is set back to > new. > > We have no defined scrips for the Queues or in Global configuration that > are set to do this. Is this a default action in RT if so is it possible > to change this? > > Thanks > Dave -- 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 dave.wells at foreshore.net Fri Oct 10 09:20:40 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Fri, 10 Oct 2008 14:20:40 +0100 Subject: [rt-users] On Comment resolved ticket set back to new status In-Reply-To: <48EF3951.6050503@science-computing.de> References: <3E88364AF578694C9BBFE357115E2EDE0420ABDF@jsy-qr-is.is.foreshore.net> <48EF3951.6050503@science-computing.de> Message-ID: <3E88364AF578694C9BBFE357115E2EDE0420AC36@jsy-qr-is.is.foreshore.net> Hi Violetta, We have removed all global scripts on our queues a while ago. Thanks Dave -----Original Message----- From: Violetta Wawryk [mailto:v.wawryk at science-computing.de] Sent: 10 October 2008 12:15 To: Dave Wells Cc: RT users Subject: Re: [rt-users] On Comment resolved ticket set back to new status Hi Dave, in my test-rt (3.6.1, which still has all the defaults configured) is a global scrip that says: "On Correspond Open Tickets with template Blank" are you sure you haven't got it? Regards Violetta > On all of our queues when a ticket is in a resolved state and a user > makes a comment on the ticket the status of the ticket is set back to > new. > > We have no defined scrips for the Queues or in Global configuration > that are set to do this. Is this a default action in RT if so is it > possible to change this? > > Thanks > Dave -- 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 dave.wells at foreshore.net Fri Oct 10 09:46:46 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Fri, 10 Oct 2008 14:46:46 +0100 Subject: [rt-users] On Comment resolved ticket set back to new status In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE0420AC36@jsy-qr-is.is.foreshore.net> References: <3E88364AF578694C9BBFE357115E2EDE0420ABDF@jsy-qr-is.is.foreshore.net><48EF3951.6050503@science-computing.de> <3E88364AF578694C9BBFE357115E2EDE0420AC36@jsy-qr-is.is.foreshore.net> Message-ID: <3E88364AF578694C9BBFE357115E2EDE0420AC47@jsy-qr-is.is.foreshore.net> Its ok found the problem. I was using the ReplyToResolved contribution on the RT wiki and it seems to fire on a comment as well as a correspond. I shall investigate. Thx Dave -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Wells Sent: 10 October 2008 14:21 To: Violetta Wawryk; RT users Subject: Re: [rt-users] On Comment resolved ticket set back to new status Hi Violetta, We have removed all global scripts on our queues a while ago. Thanks Dave -----Original Message----- From: Violetta Wawryk [mailto:v.wawryk at science-computing.de] Sent: 10 October 2008 12:15 To: Dave Wells Cc: RT users Subject: Re: [rt-users] On Comment resolved ticket set back to new status Hi Dave, in my test-rt (3.6.1, which still has all the defaults configured) is a global scrip that says: "On Correspond Open Tickets with template Blank" are you sure you haven't got it? Regards Violetta > On all of our queues when a ticket is in a resolved state and a user > makes a comment on the ticket the status of the ticket is set back to > new. > > We have no defined scrips for the Queues or in Global configuration > that are set to do this. Is this a default action in RT if so is it > possible to change this? > > Thanks > Dave -- 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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From ausslander0999 at hotmail.com Fri Oct 10 11:39:32 2008 From: ausslander0999 at hotmail.com (Timothy Kolosky) Date: Fri, 10 Oct 2008 11:39:32 -0400 Subject: [rt-users] Adding Email Replies to Tickets Message-ID: I am not the primary administrator/moderator of my company's RT system, so I do not have a large base of knowledge from which to feed, but I cannot seem to find an answer to the following question: When a user replies to our follow-up on a ticket, how can that reply (as long as it still contains the ticket information in the subject, obviously) automatically be added to the existing ticket? As of now, all ticket replies are simply marked as read by RT, and ignored, and we have to pool our entire inbox regularly for replies to our follow ups for all tickets. This does not allow for efficient tracking, yet I can not seem to find a very good answer anywhere. Perhaps I am not searching with the right terms. Could someone please shed some light on this subject for me, as I would love to assist in streamlining this process as much as possible. Thanks. _________________________________________________________________ See how Windows Mobile brings your life together?at home, work, or on the go. http://clk.atdmt.com/MRT/go/msnnkwxp1020093182mrt/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From filipe at sapia.uminho.pt Fri Oct 10 12:37:44 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Fri, 10 Oct 2008 17:37:44 +0100 Subject: [rt-users] RT 3.8: Inserting a column in the Quick Search View In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123CB3E@BEFUNCIONARIOS.uminho.pt> Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123CB7D@BEFUNCIONARIOS.uminho.pt> Hi again, What I really need is a view of queues and not a view of tickets. I want a view to see all the queues and foreach of them a row with 3 columns (new tickets, open tickets, resolved tickets) much similar to the "Quick search" view. TIA, Filipe Portugal _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Filipe Jos? Silva Clemente Sent: sexta-feira, 10 de Outubro de 2008 10:12 To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8: Inserting a column in the Quick Search View Hi, I want to include the "resolved" column in the quick search view. How can i do this? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From kbensch at fullnet.co.uk Fri Oct 10 12:49:59 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Fri, 10 Oct 2008 17:49:59 +0100 Subject: [rt-users] RT interface not working In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123CB7D@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B0123CB7D@BEFUNCIONARIOS.uminho.pt> Message-ID: <48EF87B7.4030601@fullnet.co.uk> Hi Everyone Now to start, i have downloaded all the archives for RT and searched and searched but am unable to find a solution. I am looking after a server that was rebooted this morning because it was slow. Since the reboot, when you try and access rt via a browser it comes up with a download box. In IE it says: Do you want to save the file or open it. In Firefox it is trying to download a file of type: httpd/unix-directory I have looked in the logs and httpd is giving me a 200. No errors on the mail side. Please can anybody help with this. Thanks in advance Kobus From chaim.rieger at gmail.com Fri Oct 10 13:00:03 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Fri, 10 Oct 2008 17:00:03 +0000 Subject: [rt-users] RT interface not working Message-ID: <1531177357-1223658030-cardhu_decombobulator_blackberry.rim.net-1574206699-@bxe357.bisx.prod.on.blackberry> Mod_perl or fcgi ? Can you clear your mason cache ? ------Original Message------ From: Kobus Bensch - No Sig Sender: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Oct 10, 2008 09:49 Subject: [rt-users] RT interface not working Hi Everyone Now to start, i have downloaded all the archives for RT and searched and searched but am unable to find a solution. I am looking after a server that was rebooted this morning because it was slow. Since the reboot, when you try and access rt via a browser it comes up with a download box. In IE it says: Do you want to save the file or open it. In Firefox it is trying to download a file of type: httpd/unix-directory I have looked in the logs and httpd is giving me a 200. No errors on the mail side. Please can anybody help with this. Thanks in advance 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 Sent via BlackBerry from T-Mobile From kbensch at fullnet.co.uk Fri Oct 10 13:05:15 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Fri, 10 Oct 2008 18:05:15 +0100 Subject: [rt-users] RT interface not working In-Reply-To: <1531177357-1223658030-cardhu_decombobulator_blackberry.rim.net-1574206699-@bxe357.bisx.prod.on.blackberry> References: <1531177357-1223658030-cardhu_decombobulator_blackberry.rim.net-1574206699-@bxe357.bisx.prod.on.blackberry> Message-ID: <48EF8B4B.5060109@fullnet.co.uk> Hi Chaim Wow that was quick. mod_perl. Cleared the mason cache Here is my apache conf for rt: ServerName rt.connection2.com ServerAdmin webmaster at connection2.com ErrorLog logs/rt.connection2.com-error_log CustomLog logs/rt.connection2.com-access_log common DocumentRoot /opt/rt3/share/html # Pass through requests to display images # Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Still the same. Kobus chaim.rieger at gmail.com wrote: > Mod_perl or fcgi ? > Can you clear your mason cache ? > > > ------Original Message------ > From: Kobus Bensch - No Sig > Sender: rt-users-bounces at lists.bestpractical.com > To: rt-users at lists.bestpractical.com > Sent: Oct 10, 2008 09:49 > Subject: [rt-users] RT interface not working > > Hi Everyone > > Now to start, i have downloaded all the archives for RT and searched and > searched but am unable to find a solution. > > I am looking after a server that was rebooted this morning because it > was slow. Since the reboot, when you try and access rt via a browser it > comes up with a download box. In IE it says: > Do you want to save the file or open it. > > In Firefox it is trying to download a file of type: httpd/unix-directory > > I have looked in the logs and httpd is giving me a 200. No errors on the > mail side. > > Please can anybody help with this. > > Thanks in advance > > 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 > > > Sent via BlackBerry from T-Mobile From gerry at zol.co.zw Fri Oct 10 12:49:41 2008 From: gerry at zol.co.zw (Gerald Jaya) Date: Fri, 10 Oct 2008 18:49:41 +0200 Subject: [rt-users] Corrupted Attachments Message-ID: <48EF87A5.90206@zol.co.zw> An HTML attachment was scrubbed... URL: From scollins at liquidweb.com Fri Oct 10 14:54:37 2008 From: scollins at liquidweb.com (scollins) Date: Fri, 10 Oct 2008 14:54:37 -0400 Subject: [rt-users] Continuous 500 errors Message-ID: <1223664877.12080.16.camel@snowcrash.liquidweb.com> I recently upgraded RT from 3.6.3 to 3.8.1 which went fairly smooth however after making the db changes suggested from running: perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries RT works but I get completely random 500 errors in the RT web interface. I've set the rt log to debug mode but nothing abnormal shows there. I get this over and over in my apache error log though: [Fri Oct 10 14:30:56 2008] [error] [client *myIP*] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 2326) terminated due to uncaught signal '11' (Segmentation fault) [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 2590) I've found a lot of other issues involving 500 errors but nothing matching my issue exactly. What could be causing 0 headers to be sent to mason_handler.fcgi ? And why does it only happen randomly? -steven From eli at gmnameplate.com Fri Oct 10 15:17:32 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 10 Oct 2008 12:17:32 -0700 Subject: [rt-users] can't quickly create ticket In-Reply-To: <006f01c92ab1$50185640$2b01d59f@regione.toscana.it> References: <20081006070152.e8cn09baosss84gs@www.omt.co.za> <11bf01c92795$98550990$2b01d59f@regione.toscana.it> <006f01c92ab1$50185640$2b01d59f@regione.toscana.it> Message-ID: Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]); This is what you need to set in your RT_SiteConfig. Remove whatever you don't want to show up for new users. For existing users, I believe when the user is created these prefs are stored under the individual user preferences. In this case, the change in SiteConfig won't affect them. There is a way to propagate the changes throughout all users but it is a hack that uses SQL alter. I'm not sure what the URL is on RT wiki, but basically you'd create a new user, setup all of the user preferences (including homepage components) and then grab the user prefs value of that user to overwrite all other user prefs in the DB. Anyone know of that link? I think it was a Jesse post on the wiki. Elias -----Original Message----- From: Marco Avvisano [mailto:marco.avvisano at regione.toscana.it] Sent: Friday, October 10, 2008 1:22 AM To: Eli Altman; rt-users at lists.bestpractical.com Subject: Re: [rt-users] can't quickly create ticket > It sounds like you have some *required* Ticket custom fields that aren't > available to fill in via the Quick Ticket Creation. If those fields > weren't set as required, it would work fine. Otherwise, you'll need to > mod the QuickCreate Element with the appropriate input field. It will > require some HTML knowledge. Yes it's correct .. i have required ticket custom fields .. to solve it, i think to disable quick creation for specific users, but seems not work. I try to modify , from root, the user profile, chnaging body or summary views, but all remain the same. Marco > > Elias > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marco > Avvisano > Sent: Monday, October 06, 2008 2:26 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] can't quickly create ticket > > I use 3.8.1, when i try to create quickly ticket, also from root, i get > this > error message: > > can't quickly create ticket in queue DBA because some cfs need to be set, > please go to normal ticket creation page to do that. > > any suggestions, > > Marco > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From curtisb at vianet.ca Fri Oct 10 15:22:09 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 10 Oct 2008 15:22:09 -0400 Subject: [rt-users] Continuous 500 errors In-Reply-To: <1223664877.12080.16.camel@snowcrash.liquidweb.com> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> Message-ID: <48EFAB61.1090805@vianet.ca> Running out of memory perhaps? I'll occationally get these if my search results are too big and you try to display a ticket (I get some odd bug where it tries to get every result of a search into memory on a single ticket display). It's really hard to say what though.. SIGSEGV 11 Core Invalid memory reference Curtis scollins wrote: > I recently upgraded RT from 3.6.3 to 3.8.1 which went fairly smooth > however after making the db changes suggested from running: > > perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries > > RT works but I get completely random 500 errors in the RT web interface. > I've set the rt log to debug mode but nothing abnormal shows there. I > get this over and over in my apache error log though: > > > [Fri Oct 10 14:30:56 2008] [error] [client *myIP*] FastCGI: incomplete > headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" > [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 2326) terminated due to uncaught > signal '11' (Segmentation fault) > [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 2590) > > > I've found a lot of other issues involving 500 errors but nothing > matching my issue exactly. What could be causing 0 headers to be sent to > mason_handler.fcgi ? And why does it only happen randomly? > > > -steven > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > From KFCrocker at lbl.gov Fri Oct 10 15:28:05 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 10 Oct 2008 12:28:05 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48EEF9CA.9090209@colorplaza.com> References: <48EEF9CA.9090209@colorplaza.com> Message-ID: <48EFACC5.2060707@lbl.gov> Panu, When I run from /****/rt/src/rt-3.8.1 OR from /****/rt/src and just enter "make testdeps" I get command not found. Could THAT be a problem? Am I running some old software when I run "/tools/bin/ make testdeps"? Kenn LBNL On 10/9/2008 11:44 PM, Panu wrote: >> From: Kenneth Crocker >> I ran /tools/bin/ make fixdeps" and I got this result: > > I newer point to a subdirectory, not sure if it matters though. I do > always just what the readme/install file tells me. So in the directory > where I have extracted the rt archive I do "make testdeps" and "make > fixdeps" and eventually "make install". > > It's normal that it follows dependencies, and tests the modules as they > are installed. If you get a lot of errors you may have to install those > manually either using cpan or downloading different archives and then > installing them manually. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From eli at gmnameplate.com Fri Oct 10 15:29:24 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 10 Oct 2008 12:29:24 -0700 Subject: [rt-users] can't quickly create ticket In-Reply-To: References: <20081006070152.e8cn09baosss84gs@www.omt.co.za> <11bf01c92795$98550990$2b01d59f@regione.toscana.it> <006f01c92ab1$50185640$2b01d59f@regione.toscana.it> Message-ID: tomaw on #rt found the link: http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eli Altman Sent: Friday, October 10, 2008 12:18 PM To: Marco Avvisano; rt-users at lists.bestpractical.com Subject: Re: [rt-users] can't quickly create ticket Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]); This is what you need to set in your RT_SiteConfig. Remove whatever you don't want to show up for new users. For existing users, I believe when the user is created these prefs are stored under the individual user preferences. In this case, the change in SiteConfig won't affect them. There is a way to propagate the changes throughout all users but it is a hack that uses SQL alter. I'm not sure what the URL is on RT wiki, but basically you'd create a new user, setup all of the user preferences (including homepage components) and then grab the user prefs value of that user to overwrite all other user prefs in the DB. Anyone know of that link? I think it was a Jesse post on the wiki. Elias -----Original Message----- From: Marco Avvisano [mailto:marco.avvisano at regione.toscana.it] Sent: Friday, October 10, 2008 1:22 AM To: Eli Altman; rt-users at lists.bestpractical.com Subject: Re: [rt-users] can't quickly create ticket > It sounds like you have some *required* Ticket custom fields that aren't > available to fill in via the Quick Ticket Creation. If those fields > weren't set as required, it would work fine. Otherwise, you'll need to > mod the QuickCreate Element with the appropriate input field. It will > require some HTML knowledge. Yes it's correct .. i have required ticket custom fields .. to solve it, i think to disable quick creation for specific users, but seems not work. I try to modify , from root, the user profile, chnaging body or summary views, but all remain the same. Marco > > Elias > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marco > Avvisano > Sent: Monday, October 06, 2008 2:26 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] can't quickly create ticket > > I use 3.8.1, when i try to create quickly ticket, also from root, i get > this > error message: > > can't quickly create ticket in queue DBA because some cfs need to be set, > please go to normal ticket creation page to do that. > > any suggestions, > > Marco > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Oct 10 15:40:12 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 10 Oct 2008 12:40:12 -0700 Subject: [rt-users] On Comment resolved ticket set back to new status In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE0420AC47@jsy-qr-is.is.foreshore.net> References: <3E88364AF578694C9BBFE357115E2EDE0420ABDF@jsy-qr-is.is.foreshore.net> <48EF3951.6050503@science-computing.de> <3E88364AF578694C9BBFE357115E2EDE0420AC36@jsy-qr-is.is.foreshore.net> <3E88364AF578694C9BBFE357115E2EDE0420AC47@jsy-qr-is.is.foreshore.net> Message-ID: <48EFAF9C.4000401@lbl.gov> Dave, You also might want to check the default for the status field when in the "Comment" screen. I found that whenever I go to the screen to enter a comment, the ticket status is ALSO displayed and the value is set to "open". That could also be the problem. I believe that in order to change that, you will have to create a local version of that code and change it. Kenn LBNL On 10/10/2008 6:46 AM, Dave Wells wrote: > Its ok found the problem. > > I was using the ReplyToResolved contribution on the RT wiki and it seems > to fire on a comment as well as a correspond. > > I shall investigate. > > Thx > Dave > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave > Wells > Sent: 10 October 2008 14:21 > To: Violetta Wawryk; RT users > Subject: Re: [rt-users] On Comment resolved ticket set back to new > status > > Hi Violetta, > > We have removed all global scripts on our queues a while ago. > > Thanks > Dave > > -----Original Message----- > From: Violetta Wawryk [mailto:v.wawryk at science-computing.de] > Sent: 10 October 2008 12:15 > To: Dave Wells > Cc: RT users > Subject: Re: [rt-users] On Comment resolved ticket set back to new > status > > Hi Dave, > > in my test-rt (3.6.1, which still has all the defaults configured) is a > global scrip that says: > > "On Correspond Open Tickets with template Blank" > > are you sure you haven't got it? > > Regards > Violetta > > >> On all of our queues when a ticket is in a resolved state and a user >> makes a comment on the ticket the status of the ticket is set back to >> new. >> >> We have no defined scrips for the Queues or in Global configuration >> that are set to do this. Is this a default action in RT if so is it >> possible to change this? >> >> Thanks >> Dave > -- > 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 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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 scollins at liquidweb.com Fri Oct 10 15:45:21 2008 From: scollins at liquidweb.com (scollins) Date: Fri, 10 Oct 2008 15:45:21 -0400 Subject: [rt-users] Continuous 500 errors In-Reply-To: <48EFAB61.1090805@vianet.ca> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> Message-ID: <1223667921.12080.23.camel@snowcrash.liquidweb.com> It happens instantly during general interface navigation and it's totally random. Not necessarily searching or long queries. And it did not happen prior to updating the mysql db tables to support the new 3.8.1 install. -steven On Fri, 2008-10-10 at 15:22 -0400, Curtis Bruneau wrote: > Running out of memory perhaps? I'll occationally get these if my search > results are too big and you try to display a ticket (I get some odd bug > where it tries to get every result of a search into memory on a single > ticket display). It's really hard to say what though.. > > SIGSEGV 11 Core Invalid memory reference > > Curtis > > scollins wrote: > > I recently upgraded RT from 3.6.3 to 3.8.1 which went fairly smooth > > however after making the db changes suggested from running: > > > > perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries > > > > RT works but I get completely random 500 errors in the RT web interface. > > I've set the rt log to debug mode but nothing abnormal shows there. I > > get this over and over in my apache error log though: > > > > > > [Fri Oct 10 14:30:56 2008] [error] [client *myIP*] FastCGI: incomplete > > headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" > > [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" (pid 2326) terminated due to uncaught > > signal '11' (Segmentation fault) > > [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 2590) > > > > > > I've found a lot of other issues involving 500 errors but nothing > > matching my issue exactly. What could be causing 0 headers to be sent to > > mason_handler.fcgi ? And why does it only happen randomly? > > > > > > -steven > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > From KFCrocker at lbl.gov Fri Oct 10 15:45:42 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 10 Oct 2008 12:45:42 -0700 Subject: [rt-users] RT 3.8: Inserting a column in the Quick Search View In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123CB7D@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B0123CB7D@BEFUNCIONARIOS.uminho.pt> Message-ID: <48EFB0E6.7090708@lbl.gov> Filipe, That could easily be the "MySupportQueues", found in /share/html/Elements. To change what it shows, you need to copy the it from share to your local/html/Elements directory and make your change there. Then, on you hopme page in rt, edit it to include the "MySupportQueues" query. That's what I did becuase I added 4 new ticket statuses and I wanted all of them to show on the queues I had rights to. Kenn LBNL On 10/10/2008 9:37 AM, Filipe Jos? Silva Clemente wrote: > Hi again, > > > > What I really need is a view of queues and not a view of tickets. I want > a view to see all the queues and foreach of them a row with 3 columns > (new tickets, open tickets, resolved tickets) much similar to the ?Quick > search? view. > > > > TIA, > > > > Filipe > > Portugal > > > > ------------------------------------------------------------------------ > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Filipe > Jos? Silva Clemente > *Sent:* sexta-feira, 10 de Outubro de 2008 10:12 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] RT 3.8: Inserting a column in the Quick Search View > > > > Hi, > > > > I want to include the ?resolved? column in the quick search view. How > can i do this? > > > > TIA, > > > > Filipe > > Portugal > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Oct 10 16:42:52 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 10 Oct 2008 13:42:52 -0700 Subject: [rt-users] Modify the Create a ticket screen Message-ID: <48EFBE4C.9060301@lbl.gov> To all, I am trying to remove the "Describe the Issue" display on the screen where a ticket is created. I went to /****/share/html/Ticket and looked around to see what I could recognise. I found where everything up to the "subject" is set up, but after that, it looks like it goes straight to Custom Fields. Can anyone give me some direction on how to remove the "Describe the Issue" line AND box from the Create a ticket screen? Thank you in advance. Kenn LBNL From mathew.snyder at gmail.com Fri Oct 10 17:11:28 2008 From: mathew.snyder at gmail.com (Mathew) Date: Fri, 10 Oct 2008 17:11:28 -0400 Subject: [rt-users] Problem with users and "Will not be sent email" Message-ID: <48EFC500.5080507@gmail.com> When a new client is in negotiations for our services a ticket is created by our sales team and is passed back and forth between the sales queue and systems queue in order to hammer out details of what we can and cannot do. Due to our rights layout, people who may need to reply to a ticket are not allowed to do so when the ticket is not in their associated queue. This has led to users being added as Ccs on these tickets when necessary. However, as the ticket gets bounced back and forth, they are marked as "Will not be sent email". I'm trying to figure out the rights scheme which must be implemented that will allow certain users to be added as Ccs to tickets they wouldn't normally have rights to. I've gone through a few scenarios each having as little impact as the one preceding it. At this point, I'm wondering if the necessary users should be added to a group which has the necessary rights and how that would affect their other rights which are likely to be more restrictive. As it stands now, Privileged users have the Watch right on all queues. This alone seems like it should be enough to allow them to receive emails. Not so. One right which is not given to anyone is ModifyQueueWatchers. Would this be necessary as people add internal users to the Cc list? In basic terms a Cc is a queue watcher however, as stated above, all privileged users (which they all are) already have the Watch right on every queue. Making it even more confusing is that some of the users being marked as not receiving email have significantly more rights than others. This makes me wonder if it is, in fact, one of the rights not assigned to anyone which will eliminate the problem. This has led to quite a conundrum as people that absolutely need to see the emails go back and forth are not receiving them. As can be expected, this leads to a breakdown in communication which can lead to frustration at best and loss of a client at worst. Does anyone have any insight as to rights that may need to be assigned or how the configuration might need to be adjusted? -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom From jpierce at cambridgeenergyalliance.org Fri Oct 10 19:02:54 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 10 Oct 2008 19:02:54 -0400 Subject: [rt-users] how to make queue Admin Ccs visible in People section of ticket display? In-Reply-To: References: Message-ID: Attached is a patch for displaying this information with the ticket. I find it more useful to show this here, as a of recipients reminder for users. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- A non-text attachment was scrubbed... Name: display.patch Type: text/x-patch Size: 1337 bytes Desc: not available URL: From KFCrocker at lbl.gov Fri Oct 10 19:09:16 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 10 Oct 2008 16:09:16 -0700 Subject: [rt-users] Modify the Create Ticket screen Message-ID: <48EFE09C.4040004@lbl.gov> DUH! I'm such an idiot. I found it and fixed it on my own. I HATE it when I do that. Sorry folks. Kenn LBNL From jpierce at cambridgeenergyalliance.org Sat Oct 11 12:59:56 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 11 Oct 2008 12:59:56 -0400 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status Message-ID: Apply the following http://wiki.bestpractical.com/view/ModifyQuery and add the keyword any to a search for a ticket regardless of status. <%init> #active is the default: open new stalled $$query =~ s/\bany\b/new open resolved stalled rejected deleted/i; #$$query =~ s/\bclosed\b/resolved rejected deleted/i; <%args> $query => undef P.S. This patch has been added to SimpleSearchExcludeResolved, since that seemed the best match, and it's linked from ModifyQuery. -- Cambridge Energy Alliance: Save money & the planet From kelly.terry.jones at gmail.com Sat Oct 11 13:27:14 2008 From: kelly.terry.jones at gmail.com (Kelly Jones) Date: Sat, 11 Oct 2008 10:27:14 -0700 Subject: [rt-users] Moving large attachments outside of MySQL? Message-ID: <26face530810111027g1713c5b0k814bdfff380deab2@mail.gmail.com> Our RT is cluttered with large attachments, slowing down the MySQL engine. Our hack fix: move these attachments to a webserver and do this on the Attachments table: UPDATE Attachments SET Content = '', ContentType='text/html' WHERE id = attachmentid; for large attachments. This helps, but is there a better solution? -- We're just a Bunch Of Regular Guys, a collective group that's trying to understand and assimilate technology. We feel that resistance to new ideas and technology is unwise and ultimately futile. From jpierce at cambridgeenergyalliance.org Sat Oct 11 13:31:57 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 11 Oct 2008 13:31:57 -0400 Subject: [rt-users] Moving large attachments outside of MySQL? In-Reply-To: <26face530810111027g1713c5b0k814bdfff380deab2@mail.gmail.com> References: <26face530810111027g1713c5b0k814bdfff380deab2@mail.gmail.com> Message-ID: Maybe somebody's already done it, but at some point I intend to look into creating an extension that takes transactions and stores the attachments on the filesystem so that they never see the database. My primary motivation for this is so that other tools can then index these documents to make them searchable e.g; OCR PDFs. No idea whenit'll happen though. -- Cambridge Energy Alliance: Save money & the planet From kbensch at fullnet.co.uk Sat Oct 11 15:08:44 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Sat, 11 Oct 2008 20:08:44 +0100 Subject: [rt-users] RT interface not working In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123CB7D@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B0123CB7D@BEFUNCIONARIOS.uminho.pt> Message-ID: <48F0F9BC.7020003@fullnet.co.uk> Hi Everyone Now to start, i have downloaded all the archives for RT and searched and searched but am unable to find a solution. I am looking after a server that was rebooted this morning because it was slow. Since the reboot, when you try and access rt via a browser it comes up with a download box. In IE it says: Do you want to save the file or open it. In Firefox it is trying to download a file of type: httpd/unix-directory I have looked in the logs and httpd is giving me a 200. No errors on the mail side. We use mod_perl. I have Cleared the mason cache Here is my apache conf for rt: ServerName rt.connection2.com ServerAdmin webmaster at connection2.com ErrorLog logs/rt.connection2.com-error_log CustomLog logs/rt.connection2.com-access_log common DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Please can anybody help with this as our RT is completely down because of this. It will not even accept emails. Thanks in advance Kobus From ktm at rice.edu Sat Oct 11 16:49:34 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Sat, 11 Oct 2008 15:49:34 -0500 Subject: [rt-users] Moving large attachments outside of MySQL? In-Reply-To: <26face530810111027g1713c5b0k814bdfff380deab2@mail.gmail.com> References: <26face530810111027g1713c5b0k814bdfff380deab2@mail.gmail.com> Message-ID: <20081011204933.GA3854@it.is.rice.edu> Kelly, Why are these attachments slowing MySQL down? Maybe there is an index that would help. If it is content searches in the attachment, you will lose valid search results with this approach. Maybe switching to a DB backend that supports full text indexing would help. Currently, there is a wiki entry for how to do it with an Oracle backend and I am working on a similar entry for PostgreSQL. Just some ideas. Cheers, Ken On Sat, Oct 11, 2008 at 10:27:14AM -0700, Kelly Jones wrote: > Our RT is cluttered with large attachments, slowing down the MySQL engine. > > Our hack fix: move these attachments to a webserver and do this on the > Attachments table: > > UPDATE Attachments SET Content = ' content="0;URL=ourserver.com/queuename/attachmentid/original_filename.original_\ > extension">', > ContentType='text/html' WHERE id = attachmentid; > > for large attachments. > > This helps, but is there a better solution? > > -- > We're just a Bunch Of Regular Guys, a collective group that's trying > to understand and assimilate technology. We feel that resistance to > new ideas and technology is unwise and ultimately futile. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ledondo2000 at gmail.com Sat Oct 11 22:24:00 2008 From: ledondo2000 at gmail.com (Mika Chu) Date: Sun, 12 Oct 2008 10:24:00 +0800 Subject: [rt-users] Rich Text doesn't show up in ticket view In-Reply-To: <48D984EB.9090206@cryologic.com> References: <8e313b7a0809231218mce723b5s21bce27267b9c1b1@mail.gmail.com> <48D984EB.9090206@cryologic.com> Message-ID: Hello everyone, I have similar problem here. I just begin to install/use rt 381 on CentOS 5.2+MySQL. That rich text box has no problem when I create new ticket, but if the owner reply/resolve this ticket, the message box is not available, the box not shows. Could someone know how to fix that? Thanks in advanced. Br, Mika Chu 2008/9/24 > I think RT cleans up the html for safety reasons and only displays a > subset of the html formatting (such as bold text) in the ticket display. > Emails should contain the full html though. > > Does anyone know exactly what can be displayed in the ticket? > > I think a feature request has been previously made for a configuration > setting that allows display of full html in the ticket. It sounds like a > good idea to me. > > Gordon > > > Chris Nelson wrote: > > I pre-apologize if this is a total newbie question - but when I create a > > comment or a ticket with Rich Text in the body (say I make a name blue), > > the formatting does not appear when I view the ticket. > > > > For example, I create a ticket and type "CRITICAL ISSUE" in all red > > letters at the top of a comment. When I finish the comment and click > > "Display" at the top of the ticket, CRITICAL ISSUE is there, but it > > doesn't show red - it just shows black. When I "download the attachment" > > the html code is correct - which makes me wonder if it's a browser issue > > or if I'm just doing something that's preventing it from displaying in > > the UI. > > > > Thanks in advance! > > > > Firefox 2 (cuz ff3 is just plain SLOW on all web pages) > > RT 3.8.1 > > Ubuntu Linux > > MySQL > > > > Thanks, > > -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 chenga at ias.edu Sun Oct 12 00:31:14 2008 From: chenga at ias.edu (Alan Cheng) Date: Sun, 12 Oct 2008 00:31:14 -0400 Subject: [rt-users] RT::Authen::ExternalAuth - LDAP over SSL (not TLS) Message-ID: <48F17D92.7000300@ias.edu> Dear all, I am currently using RT::Authen::ExternalAuth for LDAP authentication. While LDAP/TLS/389 is working nicely, I can't quite figure out how to configure ExternalAuth to do LDAP/SSL/636. Our LDAP server is running SUN Directory Server 6.3. RT_SiteConfig.pm section: # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, 1); # Should we try to use TLS to encrypt connections? 'tls' => 1, Is there an option to enable LDAP over SSL? Any suggestions are very appreciated. Thanks, Alan From fpercynski at hdms.com Sun Oct 12 00:36:57 2008 From: fpercynski at hdms.com (Percynski, Fred) Date: Sun, 12 Oct 2008 00:36:57 -0400 Subject: [rt-users] RT interface not working In-Reply-To: <48EF8B4B.5060109@fullnet.co.uk> References: <1531177357-1223658030-cardhu_decombobulator_blackberry.rim.net-1574206699-@bxe357.bisx.prod.on.blackberry> <48EF8B4B.5060109@fullnet.co.uk> Message-ID: <6847106.1223786218496.JavaMail.root@securemail.hdms.com> Kobus, I am having the exact same problem since about last Monday. I am fairly confident that a patch has broken something. Just prior to RT breaking my Unix admins had installed several dozen patches, I think including a kernel patch, and then rebooted the server. After the reboot I have the exact same problems as you describe. Because we are not in production with RT I haven't spent much time on it but if I figure something out I will let you know. I can say that other web sites on my server are working fine including those that interface with MySQL. So its definitely something related to RT, Mason, mod_perl etc. I am running: RHEL 5.2 (32-bit) Kernel 2.6.18-92.1.13.el5 Apache 2.2.3 Perl 5.8.8 mod_perl 2.0.2-6.3.el5 MySQL 5.0.45-7.el5 RT 3.6.6 Just curious what you are running? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus Bensch - No Sig Sent: Friday, October 10, 2008 1:05 PM To: chaim.rieger at gmail.com Cc: rt-users-bounces at lists.bestpractical.com; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT interface not working Hi Chaim Wow that was quick. mod_perl. Cleared the mason cache Here is my apache conf for rt: ServerName rt.connection2.com ServerAdmin webmaster at connection2.com ErrorLog logs/rt.connection2.com-error_log CustomLog logs/rt.connection2.com-access_log common DocumentRoot /opt/rt3/share/html # Pass through requests to display images # Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Still the same. Kobus chaim.rieger at gmail.com wrote: > Mod_perl or fcgi ? > Can you clear your mason cache ? > > > ------Original Message------ > From: Kobus Bensch - No Sig > Sender: rt-users-bounces at lists.bestpractical.com > To: rt-users at lists.bestpractical.com > Sent: Oct 10, 2008 09:49 > Subject: [rt-users] RT interface not working > > Hi Everyone > > Now to start, i have downloaded all the archives for RT and searched and > searched but am unable to find a solution. > > I am looking after a server that was rebooted this morning because it > was slow. Since the reboot, when you try and access rt via a browser it > comes up with a download box. In IE it says: > Do you want to save the file or open it. > > In Firefox it is trying to download a file of type: httpd/unix-directory > > I have looked in the logs and httpd is giving me a 200. No errors on the > mail side. > > Please can anybody help with this. > > Thanks in advance > > 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 > > > Sent via BlackBerry from T-Mobile _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com- The information contained in this message is privileged and confidential. It is intended only for the recipient or entity listed above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message is strictly prohibited. If you have received this message in error, please notify the sender immediately by replying to the message and promptly deleting it from your computer. Thank you. Health Data Management Solutions. From jesse at bestpractical.com Sun Oct 12 09:50:00 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 12 Oct 2008 09:50:00 -0400 Subject: [rt-users] Richtext spell checker In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64AA7022@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64AA7022@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <20081012135000.GH1604@68-247-5-237.area3.spcsdns.net> On Thu 9.Oct'08 at 21:25:34 +0100, Alex Young wrote: > Anyone managed to get Aspell working in FCK editor in RT? > Alex, I believe you need to set up a bit more custom handling for FCK's spelling system. We haven't pushed very hard at this -- as we've worked with clients, we've found that browser-based spellcheckers basically ALWAYS work better. Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From androw at gmail.com Mon Oct 13 00:06:57 2008 From: androw at gmail.com (Andro) Date: Sun, 12 Oct 2008 21:06:57 -0700 (PDT) Subject: [rt-users] Approval workflow problem In-Reply-To: References: Message-ID: <19948597.post@talk.nabble.com> Hi sunnavy Thanks for your respone. But I didn't make this mastake, because I had read the manual: http://wiki.bestpractical.com/view/ApprovalCreation My problem is the process logic: When an approval is rejected, its original ticket should be rejected automatically. In my enviroment, When I reject the approval, its original ticket just didn't depend on the approval. The original ticket didn't be rejected. In othe words, the original ticket still in the queue. Best regards, Andro sunnavy-2 wrote: > > Hi Andro > > try to move the line "Depended-On-By: TOP" out of the "Content: ... > ENDOFCONTENT" block, e.g. move it above the "Content: ..." line. > > This should fix the problem. > > Good luck! > > On Oct 9, 2008, at 4:18 PM, Andro Wei wrote: > >> Hi all >> >> According to the book: RT Essentials page 94. It say : "Once an >> approval is rejected, its original ticket is immediately rejected, >> and all of its other approvals are rejected as well." >> I test it in my RT system (version 3.8.1), but in fact RT does not >> follow the rule mentioned above. >> When I rejected the approval, RT system just changed the approval >> ticket' status to "Reject", >> and the original ticket didn't change anything. Because the approval >> ticket's status setted to "Reject", >> the original ticket didn't depend on the approval, so the original >> ticket displayed in the queue without approving. >> >> I think the action about Approval does not make sense. >> The original ticket should be rejected automatically. >> Anyone had the same problem?? And how did you solve it? >> 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 wishes > sunnavy > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/Approval-workflow-problem-tp19894456p19948597.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From sunnavy at bestpractical.com Mon Oct 13 03:28:39 2008 From: sunnavy at bestpractical.com (sunnavy) Date: Mon, 13 Oct 2008 15:28:39 +0800 Subject: [rt-users] Approval workflow problem In-Reply-To: <19948597.post@talk.nabble.com> References: <19948597.post@talk.nabble.com> Message-ID: <4F5F3396-649F-41C8-94E6-9F717C31BFD8@bestpractical.com> Hi Andro Just after you create the original ticket, does the ticket depend on the approval ticket? If the header stuff is correct, the original ticket should depend on the approval ticket, and won't be changed because of the reject thing. All things are fine to me. On Oct 13, 2008, at 12:06 PM, Andro wrote: > > Hi sunnavy > > Thanks for your respone. > But I didn't make this mastake, because I had read the manual: > http://wiki.bestpractical.com/view/ApprovalCreation > My problem is the process logic: When an approval is rejected, its > original > ticket should be rejected automatically. > In my enviroment, When I reject the approval, its original ticket just > didn't depend on > the approval. The original ticket didn't be rejected. > In othe words, the original ticket still in the queue. > > Best regards, > Andro > > sunnavy-2 wrote: >> >> Hi Andro >> >> try to move the line "Depended-On-By: TOP" out of the "Content: ... >> ENDOFCONTENT" block, e.g. move it above the "Content: ..." line. >> >> This should fix the problem. >> >> Good luck! >> >> On Oct 9, 2008, at 4:18 PM, Andro Wei wrote: >> >>> Hi all >>> >>> According to the book: RT Essentials page 94. It say : "Once an >>> approval is rejected, its original ticket is immediately rejected, >>> and all of its other approvals are rejected as well." >>> I test it in my RT system (version 3.8.1), but in fact RT does not >>> follow the rule mentioned above. >>> When I rejected the approval, RT system just changed the approval >>> ticket' status to "Reject", >>> and the original ticket didn't change anything. Because the approval >>> ticket's status setted to "Reject", >>> the original ticket didn't depend on the approval, so the original >>> ticket displayed in the queue without approving. >>> >>> I think the action about Approval does not make sense. >>> The original ticket should be rejected automatically. >>> Anyone had the same problem?? And how did you solve it? >>> 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 wishes >> sunnavy >> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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/Approval-workflow-problem-tp19894456p19948597.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 wishes sunnavy From panu at colorplaza.com Mon Oct 13 03:44:50 2008 From: panu at colorplaza.com (Panu) Date: Mon, 13 Oct 2008 09:44:50 +0200 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48EFACC5.2060707@lbl.gov> References: <48EEF9CA.9090209@colorplaza.com> <48EFACC5.2060707@lbl.gov> Message-ID: <48F2FC72.2010908@colorplaza.com> > When I run from /****/rt/src/rt-3.8.1 OR from /****/rt/src and just > enter "make testdeps" I get command not found. Could THAT be a problem? > Am I running some old software when I run "/tools/bin/ make testdeps"? You can/(have to) be in main RT directory. What I'm doing: (I could copy this from the README file extract the RT archive into /tmp tar xzvf rt.tar.gz -C /tmp cd /tmp/rt (or whatever version specific directory the archive extract created) ./configure Make testdeps if there was something missing then, (may need more than one run) make fixdeps make testdeps make install as you can see I'm nowhere near any /bin/, /src/ or similar directories From androw at gmail.com Mon Oct 13 04:55:06 2008 From: androw at gmail.com (Andro) Date: Mon, 13 Oct 2008 01:55:06 -0700 (PDT) Subject: [rt-users] Approval workflow problem In-Reply-To: <4F5F3396-649F-41C8-94E6-9F717C31BFD8@bestpractical.com> References: <19948597.post@talk.nabble.com> <4F5F3396-649F-41C8-94E6-9F717C31BFD8@bestpractical.com> Message-ID: <19951001.post@talk.nabble.com> Hi sunnavy I show you my practice as below(some image files): Step 1. I create an ticket http://www.nabble.com/file/p19951001/1.png Step 2. Result of creating ticket (including the Links) http://www.nabble.com/file/p19951001/3.png Step3. Ticket in the queue(pending approval) http://www.nabble.com/file/p19951001/4.png Step4. Rejecting the approval http://www.nabble.com/file/p19951001/5.png Step5. Approval's status change from 'new' to 'rejected' http://www.nabble.com/file/p19951001/6.png Step6. The original ticket still in the queue http://www.nabble.com/file/p19951001/7.png My problem is Step 6 , why the original ticket didn't be rejected ? Best regards, Andro Hi Andro Just after you create the original ticket, does the ticket depend on the approval ticket? If the header stuff is correct, the original ticket should depend on the approval ticket, and won't be changed because of the reject thing. All things are fine to me. -- View this message in context: http://www.nabble.com/Approval-workflow-problem-tp19894456p19951001.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ausslander0999 at hotmail.com Mon Oct 13 10:14:31 2008 From: ausslander0999 at hotmail.com (Timothy Kolosky) Date: Mon, 13 Oct 2008 10:14:31 -0400 Subject: [rt-users] Recording Replies in Tickets In-Reply-To: References: Message-ID: After extensive research, I have been unable to find any good answer to the following issue: Our RT system will not track replies. Once a ticket is created, and we reply to it, if a user sends a reply back, RT simply marks the email as read, and basically ignores it. I tested it with a Yahoo! and Hotmail, and upon receipt of each of my replies, RT did not track the email in the ticket. It did send emails back to each account, from unknown sender, that said the reply was unable to be recorded. Hotmail marked the response as dangerous, and Yahoo said permission was denied. What are we doing wrong that replies to tickets are not being recorded? RT acknowledges the fact that a ticket exists, since it does not create a new ticket, but does not record the email anywhere. It does not seem to pose an issue for anyone, as far as I have been able to find. I have not found anything in the Wiki, or even just on Google. Maybe I am using the wrong search terms, but I have exhausted the options I can think of. Any help would be greatly appreciated! Thank you! ~Tim _________________________________________________________________ Want to do more with Windows Live? Learn ?10 hidden secrets? from Jamie. http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmbeethe at fedex.com Mon Oct 13 10:56:29 2008 From: dmbeethe at fedex.com (Don Beethe) Date: Mon, 13 Oct 2008 09:56:29 -0500 Subject: [rt-users] New install of rt3 on Redhat AS4.5/64 fails Message-ID: Tried installing on a new server I just built and after starting apache, get the following: Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1209 Have run "make dropdb" and "make initialize-database" and still get this error.. Any ideas on what to look at? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Oct 13 12:59:33 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 13 Oct 2008 09:59:33 -0700 Subject: [rt-users] Recording Replies in Tickets In-Reply-To: References: Message-ID: <48F37E75.8020202@lbl.gov> Timothy, The problem is NOT that RT isn't tracking replies. The problem is that RT is NOT "accepting" them. Your problem is either a permission problem or a configuration problem, not a problem with RT tracking emails. If RT accepts the email, it WILL put it into the history of the correct ticket. I can't provide anymore help than that as I have no idea how you have set up your privileges (globally OR by Queue) nor whether you have seperate email addresses for each queue or what. Kenn LBNL On 10/13/2008 7:14 AM, Timothy Kolosky wrote: > After extensive research, I have been unable to find any good answer to > the following issue: > > Our RT system will not track replies. Once a ticket is created, and we > reply to it, if a user sends a reply back, RT simply marks the email as > read, and basically ignores it. I tested it with a Yahoo! and Hotmail, > and upon receipt of each of my replies, RT did not track the email in > the ticket. It did send emails back to each account, from *unknown* > sender, that said the reply was unable to be recorded. Hotmail marked > the response as dangerous, and Yahoo said permission was denied. > > What are we doing wrong that replies to tickets are not being recorded? > RT acknowledges the fact that a ticket exists, since it does not create > a new ticket, but does not record the email anywhere. It does not seem > to pose an issue for anyone, as far as I have been able to find. I have > not found anything in the Wiki, or even just on Google. Maybe I am using > the wrong search terms, but I have exhausted the options I can think of. > > Any help would be greatly appreciated! Thank you! > > ~Tim > > ------------------------------------------------------------------------ > Want to do more with Windows Live? Learn ?10 hidden secrets? from Jamie. > Learn Now > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Mon Oct 13 14:27:24 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 13 Oct 2008 11:27:24 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48F2FC72.2010908@colorplaza.com> References: <48EEF9CA.9090209@colorplaza.com> <48EFACC5.2060707@lbl.gov> <48F2FC72.2010908@colorplaza.com> Message-ID: <48F3930C.5080303@lbl.gov> Panu, I think I've found my problem. I am not able to run comfigure as it is written with the upgrade. I need to change the /opt/rt/ with my own directory prefixes. So, where in "configure" do I make those changes? Instead of "/opt/rt3/" or whatever, I need it to be "/RTSYS/RT/RT-3.8.1/". Thanks. Kenn On 10/13/2008 12:44 AM, Panu wrote: >> When I run from /****/rt/src/rt-3.8.1 OR from /****/rt/src and >> just enter "make testdeps" I get command not found. Could THAT be a >> problem? Am I running some old software when I run "/tools/bin/ make >> testdeps"? > > You can/(have to) be in main RT directory. > > What I'm doing: (I could copy this from the README file > > extract the RT archive into /tmp > > tar xzvf rt.tar.gz -C /tmp > > cd /tmp/rt (or whatever version specific directory the archive extract > created) > > ./configure > > Make testdeps > > if there was something missing then, (may need more than one run) > > make fixdeps > > make testdeps > > make install > > as you can see I'm nowhere near any /bin/, /src/ or similar directories > > From jacob.helwig at gmail.com Mon Oct 13 14:36:44 2008 From: jacob.helwig at gmail.com (Jacob Helwig) Date: Mon, 13 Oct 2008 11:36:44 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <48F3930C.5080303@lbl.gov> References: <48EEF9CA.9090209@colorplaza.com> <48EFACC5.2060707@lbl.gov> <48F2FC72.2010908@colorplaza.com> <48F3930C.5080303@lbl.gov> Message-ID: <8c9a060810131136l74523354x507bb48f4a641b49@mail.gmail.com> On Mon, Oct 13, 2008 at 11:27, Kenneth Crocker wrote: > Panu, > > > > I think I've found my problem. I am not able to run comfigure as it is > written with the upgrade. I need to change the /opt/rt/ with my own > directory prefixes. So, where in "configure" do I make those changes? > Instead of "/opt/rt3/" or whatever, I need it to be > "/RTSYS/RT/RT-3.8.1/". Thanks. > > > Kenn > > On 10/13/2008 12:44 AM, Panu wrote: >>> When I run from /****/rt/src/rt-3.8.1 OR from /****/rt/src and >>> just enter "make testdeps" I get command not found. Could THAT be a >>> problem? Am I running some old software when I run "/tools/bin/ make >>> testdeps"? >> >> You can/(have to) be in main RT directory. >> >> What I'm doing: (I could copy this from the README file >> >> extract the RT archive into /tmp >> >> tar xzvf rt.tar.gz -C /tmp >> >> cd /tmp/rt (or whatever version specific directory the archive extract >> created) >> >> ./configure >> >> Make testdeps >> >> if there was something missing then, (may need more than one run) >> >> make fixdeps >> >> make testdeps >> >> make install >> >> as you can see I'm nowhere near any /bin/, /src/ or similar directories >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ./configure --prefix=/RTSYS/RT/RT-3.8.1 From KFCrocker at lbl.gov Mon Oct 13 15:17:54 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 13 Oct 2008 12:17:54 -0700 Subject: [rt-users] Trouble upgrading to 3.8.1 In-Reply-To: <8c9a060810131136l74523354x507bb48f4a641b49@mail.gmail.com> References: <48EEF9CA.9090209@colorplaza.com> <48EFACC5.2060707@lbl.gov> <48F2FC72.2010908@colorplaza.com> <48F3930C.5080303@lbl.gov> <8c9a060810131136l74523354x507bb48f4a641b49@mail.gmail.com> Message-ID: <48F39EE2.20405@lbl.gov> Jacob, I'll give ti a shot. THanks. Kenn On 10/13/2008 11:36 AM, Jacob Helwig wrote: > On Mon, Oct 13, 2008 at 11:27, Kenneth Crocker wrote: >> Panu, >> >> >> >> I think I've found my problem. I am not able to run comfigure as it is >> written with the upgrade. I need to change the /opt/rt/ with my own >> directory prefixes. So, where in "configure" do I make those changes? >> Instead of "/opt/rt3/" or whatever, I need it to be >> "/RTSYS/RT/RT-3.8.1/". Thanks. >> >> >> Kenn >> >> On 10/13/2008 12:44 AM, Panu wrote: >>>> When I run from /****/rt/src/rt-3.8.1 OR from /****/rt/src and >>>> just enter "make testdeps" I get command not found. Could THAT be a >>>> problem? Am I running some old software when I run "/tools/bin/ make >>>> testdeps"? >>> You can/(have to) be in main RT directory. >>> >>> What I'm doing: (I could copy this from the README file >>> >>> extract the RT archive into /tmp >>> >>> tar xzvf rt.tar.gz -C /tmp >>> >>> cd /tmp/rt (or whatever version specific directory the archive extract >>> created) >>> >>> ./configure >>> >>> Make testdeps >>> >>> if there was something missing then, (may need more than one run) >>> >>> make fixdeps >>> >>> make testdeps >>> >>> make install >>> >>> as you can see I'm nowhere near any /bin/, /src/ or similar directories >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > ./configure --prefix=/RTSYS/RT/RT-3.8.1 > From MarkRoedel at letu.edu Mon Oct 13 18:13:18 2008 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Mon, 13 Oct 2008 17:13:18 -0500 Subject: [rt-users] titles for search results? Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4002222E2C@rachael-reborn.letnet.net> Some of our users will open a bunch of browser tabs from the QuickSearch list of queues, and are wondering whether there's a way to give those tabs more useful titles than "Found 6 tickets." Has anybody done anything to either assign a fixed page/tab title to particular search results or parse through the query details to build one dynamically? -- Mark Roedel Senior Programmer/Analyst - Web Services LeTourneau University From ruz at bestpractical.com Mon Oct 13 21:06:14 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 14 Oct 2008 05:06:14 +0400 Subject: [rt-users] titles for search results? In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4002222E2C@rachael-reborn.letnet.net> References: <0DD6BC9ABC0D2747AF8589AEA9722A4002222E2C@rachael-reborn.letnet.net> Message-ID: <589c94400810131806o11931c2cu9ca47002bb479dc5@mail.gmail.com> Nope as far as I know. That shouldn't be too hard to get something different, but not sure if it's easy to make it short and useful enough for a lot of tabs. On Tue, Oct 14, 2008 at 2:13 AM, Roedel, Mark wrote: > Some of our users will open a bunch of browser tabs from the QuickSearch > list of queues, and are wondering whether there's a way to give those > tabs more useful titles than "Found 6 tickets." Has anybody done > anything to either assign a fixed page/tab title to particular search > results or parse through the query details to build one dynamically? > > > -- > Mark Roedel > Senior Programmer/Analyst - Web Services > LeTourneau University > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From Buck.Golemon at amd.com Mon Oct 13 21:37:56 2008 From: Buck.Golemon at amd.com (Golemon, Buck) Date: Mon, 13 Oct 2008 18:37:56 -0700 Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes into infinite loop. In-Reply-To: <48F37E75.8020202@lbl.gov> Message-ID: The installation works just find with a pristine database, but when I copy over my old database and follow the instructions at UPGRADING.mysql, I get this error: (see attached). This went on for two million lines before I stopped the server. It finally gets into a three-line loop like this: I got some errors from schema.mysql-4.0-4.1.pl like this: # perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass > sql.queries Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. I had to replace all the occurrences (three total) of 'BLOB CHARACTER SET utf8' with just 'BLOB', since BLOB doesn't have a character set, and this is a syntax error in mysql. I also dropped and recreated the sessions table because it was corrupted. I did it like this: drop table sessions; CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longblob NOT NULL, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 Thanks in advance, --Buck -------------- next part -------------- A non-text attachment was scrubbed... Name: rt_error.log Type: application/octet-stream Size: 40796 bytes Desc: rt_error.log URL: From richih.mailinglist at gmail.com Tue Oct 14 05:55:43 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 14 Oct 2008 11:55:43 +0200 Subject: [rt-users] Creating a hyperlink from _two_ custom fields? Message-ID: <2d460de70810140255w641eb789tcfc7a7d4c32dbe73@mail.gmail.com> Hi all, is it possible to access information from CF foo from the 'Link values to' field of CF bar? If yes, what would the syntax be? The normal one used in Scrips? Thanks, Richard From filipe at sapia.uminho.pt Tue Oct 14 05:55:35 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Tue, 14 Oct 2008 10:55:35 +0100 Subject: [rt-users] RT 3.8: Script - Notify requestors and other recipients Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123CC16@BEFUNCIONARIOS.uminho.pt> Hi, When i reply/resolve a problem and include an email address on the cc: field, RT fires two differente messages, one for the requestor and another for the other email address. This is a problem because i want both requestor and the other recipient (in cc: field) gets only one message knowing that the message was sent to both. How can i have a script that notify users and other recipients just using one email message? (FROM: RT3.8 -> TO: xx at hotmail.com and CC: yy at gmail.com) TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From bernd.kuhlen at wetteronline.de Tue Oct 14 06:24:31 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen -WetterOnline-) Date: Tue, 14 Oct 2008 12:24:31 +0200 Subject: [rt-users] rt-crontool changes ticket modification time Message-ID: <1A2489DD-4C64-48E1-BFF0-B02E44B97D28@wetteronline.de> Hi there, I use rt-3.8.1 on a FreeBSD6.2 box. Here's my cronjob: 0 * * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" -- action-arg "RecordTransaction: 0" --action RT::Action::EscalatePriority >/dev/null 2>/dev/null it's only there to escalate my ticket priorities. My problem: the modification time (last access) of all my tickets is altered as well, so every ticket appears to have been worked upon within max 60 minutes (since my job runs every single hour). So I have no clue, which tickets are worked upon by my workmates. (apart from checking the history). Is there any fix for that ? best regards, Bernd Kuhlen -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Tue Oct 14 07:00:10 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 14 Oct 2008 13:00:10 +0200 Subject: [rt-users] Commands by email Message-ID: <2d460de70810140400o54504a78v9534cbe5a3597ab9@mail.gmail.com> Hi all, I thought RT 3.8.x had email commands incorporated and does not need CommandByMail, any more. Yet, I can't see anything in the docs/wiki about it. I don't want to enable the plugin without checking if that is the right way to go. So, does RT 3.8.x come with CommandByMail or not? Thanks, Richard From richih.mailinglist at gmail.com Tue Oct 14 07:19:55 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 14 Oct 2008 13:19:55 +0200 Subject: [rt-users] Moving large attachments outside of MySQL? In-Reply-To: <26face530810111027g1713c5b0k814bdfff380deab2@mail.gmail.com> References: <26face530810111027g1713c5b0k814bdfff380deab2@mail.gmail.com> Message-ID: <2d460de70810140419y64aa6aag60c32af26d4881f6@mail.gmail.com> On Sat, Oct 11, 2008 at 19:27, Kelly Jones wrote: > This helps, but is there a better solution? No idea about better, but you could use a custom field and then use its Field Links To functionality to create a link and/or embed the original resource. Richard From jesse at bestpractical.com Tue Oct 14 07:53:01 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 14 Oct 2008 13:53:01 +0200 Subject: [rt-users] Commands by email In-Reply-To: <2d460de70810140400o54504a78v9534cbe5a3597ab9@mail.gmail.com> References: <2d460de70810140400o54504a78v9534cbe5a3597ab9@mail.gmail.com> Message-ID: <20081014115301.GC972@31b.local> On Tue 14.Oct'08 at 13:00:10 +0200, Richard Hartmann wrote: > Hi all, > > I thought RT 3.8.x had email commands incorporated and does not need > CommandByMail, any more. Yet, I can't see anything in the docs/wiki > about it. I don't want to enable the plugin without checking if that is > the right way to go. > > So, does RT 3.8.x come with CommandByMail or not? No, it's not built in to 3.8 > > > Thanks, > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From gcadieux at securetechnologies.ca Tue Oct 14 08:27:58 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Tue, 14 Oct 2008 08:27:58 -0400 Subject: [rt-users] Modify the Create Ticket screen In-Reply-To: <48EFE09C.4040004@lbl.gov> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053AD@sticore.securetechnologies.ca.local> mind sharing how exactly you fixed it so all can benefit (and by all i mean me.. lol)? :) -gabe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Kenneth Crocker Sent: Friday, October 10, 2008 6:09 PM To: rt Users Subject: [rt-users] Modify the Create Ticket screen DUH! I'm such an idiot. I found it and fixed it on my own. I HATE it when I do that. Sorry folks. 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 sunnavy at bestpractical.com Tue Oct 14 09:01:56 2008 From: sunnavy at bestpractical.com (sunnavy) Date: Tue, 14 Oct 2008 21:01:56 +0800 Subject: [rt-users] Approval workflow problem In-Reply-To: <19951001.post@talk.nabble.com> References: <19948597.post@talk.nabble.com> <4F5F3396-649F-41C8-94E6-9F717C31BFD8@bestpractical.com> <19951001.post@talk.nabble.com> Message-ID: <96F8C504-B9CC-4C5C-BBF6-3EEA6EDBA227@bestpractical.com> Hi Andro The steps you showed seems ok. I suggest you check the following: 1. check /Admin/Queues/Scrips.html?id=2 to see if the scrip ("If an approval is rejected, reject the original and delete pending approvals" ) is in the current scrips. 2. check the log to see if something weird happened. Log is always the best friend of debugging. On Oct 13, 2008, at 4:55 PM, Andro wrote: > Hi sunnavy I show you my practice as below(some image files): Step > 1. I create an ticket Step 2. Result of creating ticket (including > the Links) Step3. Ticket in the queue(pending approval) Step4. > Rejecting the approval Step5. Approval's status change from 'new' > to 'rejected' Step6. The original ticket still in the queue My > problem is Step 6 , why the original ticket didn't be rejected ? > Best regards, Andro Hi Andro Just after you create the original > ticket, does the ticket depend on the approval ticket? If the header > stuff is correct, the original ticket should depend on the approval > ticket, and won't be changed because of the reject thing. All things > are fine to me. > View this message in context: Re: Approval workflow problem > 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 wishes sunnavy From benr at tlcdatasecurity.com.au Tue Oct 14 09:50:47 2008 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Wed, 15 Oct 2008 00:50:47 +1100 Subject: [rt-users] Using Scrips to call an external command Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462013B42E0@kookaburra.TLCIT.biz> Is there a way to have a Scrip call an external (command-line) perl script? I have a special, in house developed, perl script that manages our on-call rotation and when input is provided, via , it sends an email and SMS of the input to the on-call engineers to let them know something needs attention. Is there a way I can implement an OnCreate Scrip to call the perl script, sending input to it via ? Thanks heaps for the assistance. BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From filipe at sapia.uminho.pt Tue Oct 14 11:57:23 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Tue, 14 Oct 2008 16:57:23 +0100 Subject: [rt-users] RT 3.8: Include an attachment on a template Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123CC4D@BEFUNCIONARIOS.uminho.pt> Hi, I need to include a.pdf file in my resolved ticket template message sent to the requestor, so that i can send a client satisfaction inquiry, when the ticket is closed. How can i do this? How can i define a template with an attachment? Any ohter way to do this? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Oct 14 12:48:48 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Oct 2008 09:48:48 -0700 Subject: [rt-users] Modify the Create Ticket screen In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053AD@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053AD@sticore.securetechnologies.ca.local> Message-ID: <48F4CD70.80706@lbl.gov> Gabriel, Sure. However, a warning. To modify RT screens and such, you have to get into code that can be real hard to follow, at least for me as I'm a beginner perl guy. First, copy /share/html/Ticket/Create.html to /local/html/Ticket/Create.html. MAke your changes to your "local" copy. I'm not sure what you want to change. I wanted to remove the "Describe the Issue" portion as we use a Global/mandatory description field for problem descriptions and having two description fields on the create screen was disconcerting. So, since my CF was Global AND Mandatory, and I couldn't figure out how to keep it off the create screen, I dropped the "Describe the Issue" portion from the bottom of the screen. Hope this helps. Kenn LBNL On 10/14/2008 5:27 AM, Gabriel Cadieux wrote: > mind sharing how exactly you fixed it so all can benefit (and by all i mean me.. lol)? > > :) > > -gabe > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Kenneth > Crocker > Sent: Friday, October 10, 2008 6:09 PM > To: rt Users > Subject: [rt-users] Modify the Create Ticket screen > > > DUH! > > I'm such an idiot. I found it and fixed it on my own. I HATE it when I > do that. Sorry folks. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruz at bestpractical.com Tue Oct 14 12:51:48 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 14 Oct 2008 20:51:48 +0400 Subject: [rt-users] RT 3.8: Script - Notify requestors and other recipients In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B0123CC16@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B0123CC16@BEFUNCIONARIOS.uminho.pt> Message-ID: <589c94400810140951s13ed6502w9ddd554bd9643c43@mail.gmail.com> http://wiki.bestpractical.com/view/ScripAction section "Managing notification actions" On Tue, Oct 14, 2008 at 1:55 PM, Filipe Jos? Silva Clemente wrote: > Hi, > > > > When i reply/resolve a problem and include an email address on the cc: > field, RT fires two differente messages, one for the requestor and another > for the other email address. > > > > This is a problem because i want both requestor and the other recipient (in > cc: field) gets only one message knowing that the message was sent to both. > > > > How can i have a script that notify users and other recipients just using > one email message? (FROM: RT3.8 -> TO: xx at hotmail.com and CC: yy at gmail.com) > > > > TIA, > > > > Filipe > > Portugal > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 a.smith at ukgrid.net Tue Oct 14 12:25:47 2008 From: a.smith at ukgrid.net (andys) Date: Tue, 14 Oct 2008 17:25:47 +0100 Subject: [rt-users] cannot attach files to tickets via web interface Message-ID: Hi, Im using the FreeBSD port RT version 3.6.7 and I cannot get it to attach files to replies etc to tickets. I also had the problem with versoin 3.6.6. Apparently this was working previously, the only thing that I can think that has changed is that we now use SSL (but Im not aware this has broken anything else). What Im seeing is: If Im viewing a ticket and click reply Then I click "browse" for attaching a file Select a file on my local PC now click "update" for the ticket, it breaks, it shows as the URL: https://www.myserver.com/Ticket/Update.html and a blank page. Any ideas?? thanks for any help, Andy. From a.smith at ukgrid.net Tue Oct 14 12:58:30 2008 From: a.smith at ukgrid.net (andys) Date: Tue, 14 Oct 2008 17:58:30 +0100 Subject: [rt-users] cannot attach files to tickets via web interface Message-ID: PS these are the only error I can see in the logs: RT: Encode::Guess failed: decoder is undefined; fallback to iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:436) RT: CGI open of tmpfile: Permission denied (/usr/local/rt3/bin/webmux.pl:127) I dont know where tmpfile might be tho... andys writes: > Hi, > > > Im using the FreeBSD port RT version 3.6.7 and I cannot get it to attach > files to replies etc to tickets. I also had the problem with versoin > 3.6.6. Apparently this was working previously, the only thing that I can > think that has changed is that we now use SSL (but Im not aware this has > broken anything else). > > What Im seeing is: > > If Im viewing a ticket and click reply > Then I click "browse" for attaching a file > Select a file on my local PC > now click "update" for the ticket, it breaks, it shows as the URL: > https://www.myserver.com/Ticket/Update.html and a blank page. > > Any ideas?? > > thanks for any help, Andy. From mcr at simtone.net Tue Oct 14 13:37:17 2008 From: mcr at simtone.net (mcr at simtone.net) Date: Tue, 14 Oct 2008 13:37:17 -0400 Subject: [rt-users] RT interface not working In-Reply-To: <48F0F9BC.7020003@fullnet.co.uk> References: <2631CB50A94F5A4998D56D158D071D6B0123CB7D@BEFUNCIONARIOS.uminho.pt> <48F0F9BC.7020003@fullnet.co.uk> Message-ID: <20081014174400.9D76C19B817A@diesel.bestpractical.com> Look at the file which is downloaded. My first was hunch that it's a perl script, and somehow your mod_perl is not getting invoked. Read the apache error-log --- perhaps something got updated relating to that package and broke your configuration. You say, however that it is of type httpd/unix-directory. That suggests that you are missing a DirectoryIndex option somewhere. Maybe an apache package upgrade removed the default DirectoryIndex line. -- Michael Richardson Director -- Consumer Desktop Development, Simtone Corporation, Ottawa, Canada Personal: http://www.sandelman.ca/mcr/ SIMtone Corporation fundamentally transforms computing into simple, secure, and very low-cost network-provisioned services pervasively accessible by everyone. Learn more at www.simtone.net and www.SIMtoneVDU.com From matthew.seaman at thebunker.net Tue Oct 14 14:18:38 2008 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Tue, 14 Oct 2008 19:18:38 +0100 Subject: [rt-users] cannot attach files to tickets via web interface In-Reply-To: References: Message-ID: <48F4E27E.9080003@thebunker.net> andys wrote: > Hi, > > > Im using the FreeBSD port RT version 3.6.7 and I cannot get it to attach > files to replies etc to tickets. I also had the problem with versoin 3.6.6. > Apparently this was working previously, the only thing that I can think that > has changed is that we now use SSL (but Im not aware this has broken > anything else). > > What Im seeing is: > > If Im viewing a ticket and click reply > Then I click "browse" for attaching a file > Select a file on my local PC > now click "update" for the ticket, it breaks, it shows as the URL: > https://www.myserver.com/Ticket/Update.html and a blank page. > > Any ideas?? > > thanks for any help, Andy. Yes. this is because the home directory of www, the UID the web server runs under has /nonexistent as a home directory (for security reasons). Simply modify the www account so it has a real home directory. I can't remember off hand if the www user needs any special privileges over the home dir -- I don't think it does, in which case, /var/empty is a good choice and still preserves at least of modicum of security: # pw user mod -n www -d /var/empty If that doesn't work then try creating /home/www and see what the minimum privileges are. Leave the shell as /usr/sbin/nologin. 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 wusel+rt-users at uu.org Tue Oct 14 14:43:08 2008 From: wusel+rt-users at uu.org (Kai Siering) Date: Tue, 14 Oct 2008 20:43:08 +0200 Subject: [rt-users] Using Scrips to call an external command In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A80462013B42E0@kookaburra.TLCIT.biz> References: <3F63AA5E6554DB4D92D1DBB1D4A80462013B42E0@kookaburra.TLCIT.biz> Message-ID: <48F4E83C.2090309@uu.org> Ben Robson wrote: > Is there a way to have a Scrip call an external (command-line) perl script? > [...] > something needs attention. Is there a way I can implement an OnCreate > Scrip to call the perl script, sending input to it via ? I'm basically using system("echo \"$HE did $WHAT to $TICKET\" | /path/to/script.py"); within the custom action cleanup code (after some other conditions are met), with $HE, $WHAT and $TICKET set before the system() call. Regards, kai -- Kai 'wusel' Siering eMail @ home: wusel+no-spam at uu.org Traveller on the Information Highway doing full-time administration. I didn't believe in reincarnation the last time either. From kae at midnighthax.com Tue Oct 14 14:34:21 2008 From: kae at midnighthax.com (Keith Edmunds) Date: Tue, 14 Oct 2008 19:34:21 +0100 Subject: [rt-users] Missing Links in "10 highest priority tickets I own" In-Reply-To: <2acb70eb0711300501i48c55677mc881a0937af390fd@mail.gmail.com> References: <2acb70eb0711300501i48c55677mc881a0937af390fd@mail.gmail.com> Message-ID: <20081014193421.56dc57a3@ws.in.tiger-computing.com> On Fri, 30 Nov 2007 14:01:08 +0100, gueder at gmail.com said: > First, the Links in the list "10 highest priority tickets I own" > disappeared for all users, then i tried some other configurations, and > (at least i thougt) the links worked again for all users. Now i > remarked, that i am the own user who can still use the list with > links. See the attached mails from August 2006. -- Keith Edmunds +-------------------------------------------------------------------------+ | Tiger Computing Ltd | Helping businesses make the most of Linux | | "The Linux Specialists" | http://www.tiger-computing.co.uk | +-------------------------------------------------------------------------+ -------------- next part -------------- An embedded message was scrubbed... From: "Peterson, Erik" Subject: Re: [rt-users] 10 Highest Priority Tickets I own link problems Date: Mon, 14 Aug 2006 19:27:05 -0400 Size: 5400 URL: -------------- next part -------------- An embedded message was scrubbed... From: "Josh Barron" Subject: RE: [rt-users] 10 Highest Priority Tickets I own link problems Date: Tue, 15 Aug 2006 12:00:38 -0600 Size: 7787 URL: From a.smith at ukgrid.net Tue Oct 14 17:16:01 2008 From: a.smith at ukgrid.net (andys) Date: Tue, 14 Oct 2008 22:16:01 +0100 Subject: [rt-users] cannot attach files to tickets via web interface In-Reply-To: <48F4E27E.9080003@thebunker.net> References: <48F4E27E.9080003@thebunker.net> Message-ID: Hi Matthew, thanks for the mail. I have tried changing the home dir of www (and checked this is actually the user that apache is running as) and set the priveledges etc, restarted apache, logged out of and back into RT but I still see exactly the same problem :S thanks Andy. Matthew Seaman writes: > > Yes. this is because the home directory of www, the UID the web server > runs under has /nonexistent as a home directory (for security reasons). > Simply modify the www account so it has a real home directory. I can't > remember off hand if the www user needs any special privileges over the > home dir -- I don't think it does, in which case, /var/empty is a good > choice and still preserves at least of modicum of security: > > # pw user mod -n www -d /var/empty > > If that doesn't work then try creating /home/www and see what the minimum > privileges are. Leave the shell as /usr/sbin/nologin. > > 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 > From a.smith at ukgrid.net Tue Oct 14 19:21:54 2008 From: a.smith at ukgrid.net (andys) Date: Wed, 15 Oct 2008 00:21:54 +0100 Subject: [rt-users] cannot attach files to tickets via web interface In-Reply-To: <48F4E27E.9080003@thebunker.net> References: <48F4E27E.9080003@thebunker.net> Message-ID: Hi, Ok I resolved that issue, for some reason it wasnt using the temp dir of the www user, even when I put a dir called tmp in there. But I had a read through the CGI.pm file and found that after the home dir the first place it tries is /usr/tmp which did exist but wasnt writeable by www, after changing the permissions on this dir I can attach files :). But now strangely the attachements arent sent to the ticket requester :S although you can see the attachement (and download it) via the web interface by looking at the call history. Is this the expected functionality? :S thanks Andy. From Buck.Golemon at amd.com Tue Oct 14 19:25:17 2008 From: Buck.Golemon at amd.com (Golemon, Buck) Date: Tue, 14 Oct 2008 16:25:17 -0700 Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes intoinfinite loop. In-Reply-To: Message-ID: Did I ask the question the wrong way? At this point, any ideas are appreciated. Has anyone successfully upgraded their database from <=3.2.2 to 3.8.1? --Buck -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Golemon, Buck Sent: Monday, October 13, 2008 6:38 PM To: RT Users List Cc: Descamps, Gilles-Eric; Lee, Mark (SV) Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes intoinfinite loop. The installation works just find with a pristine database, but when I copy over my old database and follow the instructions at UPGRADING.mysql, I get this error: (see attached). This went on for two million lines before I stopped the server. It finally gets into a three-line loop like this: (again, see attached). I got some errors from schema.mysql-4.0-4.1.pl like this: # perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass > sql.queries Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. I had to replace all the occurrences (three total) of 'BLOB CHARACTER SET utf8' with just 'BLOB', since BLOB doesn't have a character set, and this is a syntax error in mysql. I also dropped and recreated the sessions table because it was corrupted. I did it like this: drop table sessions; CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longblob NOT NULL, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 Thanks in advance, --Buck From dimsyboy at gmail.com Tue Oct 14 22:34:28 2008 From: dimsyboy at gmail.com (Chamara Peris) Date: Wed, 15 Oct 2008 13:34:28 +1100 Subject: [rt-users] RT Attachment issue from 3.6.3 to 3.8.1 Message-ID: Hi All, I've upgraded my RT system from 3.6.3 to 3.8.1 successfully (Both versions are running with MYSQL 5). However I can't get the 3.8.1 to work with attachments. All Word,Excel,Jpg and other documents display as garbage. Then as a test I've installed a fresh RT 3.8.1 onto a another system. But the result is the same with fresh install with fresh database. What am I doing wrong? Any help much appriciated. Cheers, CP Here is my SHOW CREATE TABLE Attachments; output. | Attachments | CREATE TABLE `Attachments` ( `id` int(11) NOT NULL AUTO_INCREMENT, `TransactionId` int(11) NOT NULL DEFAULT '0', `Parent` int(11) NOT NULL DEFAULT '0', `MessageId` varchar(160) DEFAULT NULL, `Subject` varchar(255) DEFAULT NULL, `Filename` varchar(255) DEFAULT NULL, `ContentType` varchar(80) DEFAULT NULL, `ContentEncoding` varchar(80) DEFAULT NULL, `Content` longtext, `Headers` longtext, `Creator` int(11) NOT NULL DEFAULT '0', `Created` datetime DEFAULT NULL, PRIMARY KEY (`id`), KEY `Attachments1` (`Parent`), KEY `Attachments2` (`TransactionId`), KEY `Attachments3` (`Parent`,`TransactionId`) ) ENGINE=InnoDB AUTO_INCREMENT=31223 DEFAULT CHARSET=latin1 | -------------- next part -------------- An HTML attachment was scrubbed... URL: From androw at gmail.com Tue Oct 14 23:19:36 2008 From: androw at gmail.com (Andro) Date: Tue, 14 Oct 2008 20:19:36 -0700 (PDT) Subject: [rt-users] Approval workflow problem In-Reply-To: <96F8C504-B9CC-4C5C-BBF6-3EEA6EDBA227@bestpractical.com> References: <19948597.post@talk.nabble.com> <4F5F3396-649F-41C8-94E6-9F717C31BFD8@bestpractical.com> <19951001.post@talk.nabble.com> <96F8C504-B9CC-4C5C-BBF6-3EEA6EDBA227@bestpractical.com> Message-ID: <19986078.post@talk.nabble.com> Hi sunnavy 1 I checked the scrip, my RT seems to have it. Some info are below: (1) my RT view http://www.nabble.com/file/p19986078/10.png (2) Custom action preparation code(copy from RT web interface): # ------------------------------------------------------------------- # return(0) unless ( lc($self->TransactionObj->NewValue) eq "rejected" or lc($self->TransactionObj->NewValue) eq "deleted" ); my $rejected = 0; my $links = $self->TicketObj->DependedOnBy; foreach my $link (@{ $links->ItemsArrayRef }) { my $obj = $link->BaseObj; if ($obj->QueueObj->IsActiveStatus($obj->Status)) { if ($obj->Type eq 'ticket') { $obj->Comment( Content => $self->loc("Your request was rejected."), ); $obj->SetStatus( Status => 'rejected', Force => 1, ); $T::Approval = $self->TicketObj; # so we can access it inside templates $self->{TicketObj} = $obj; # we want the original id in the token line $rejected = 1; } else { $obj->SetStatus( Status => 'deleted', Force => 1, ); } } } $links = $self->TicketObj->DependsOn; foreach my $link (@{ $links->ItemsArrayRef }) { my $obj = $link->TargetObj; if ($obj->QueueObj->IsActiveStatus($obj->Status)) { $obj->SetStatus( Status => 'deleted', Force => 1, ); } } # Now magically turn myself into a Requestor Notify object... require RT::Action::Notify; bless($self, 'RT::Action::Notify'); $self->{Argument} = 'Requestor'; $self->Prepare; return $rejected; # ------------------------------------------------------------------- # 2 I had checking the log, but I don't know how to read it. I post it is below: (1) when I created ticket, the log is below: Oct 15 10:49:01 darkmoon RT: About to think about scrips for transaction #452 Oct 15 10:49:01 darkmoon RT: About to think about scrips for transaction #453 Oct 15 10:49:02 darkmoon RT: About to think about scrips for transaction #454 Oct 15 10:49:02 darkmoon RT: About to think about scrips for transaction #455 Oct 15 10:49:02 darkmoon RT: About to think about scrips for transaction #456 Oct 15 10:49:02 darkmoon RT: About to prepare scrips for transaction #456 Oct 15 10:49:03 darkmoon RT: Found 5 scrips for TransactionCreate stage with applicable type(s) Create Oct 15 10:49:03 darkmoon RT: Line: === Oct 15 10:49:03 darkmoon RT: Line: ===Create-Ticket: poreq Oct 15 10:49:03 darkmoon RT: **** Create ticket: create-poreq Oct 15 10:49:04 darkmoon RT: Line: Subject: Approve purchase order for {$Tickets{'TOP'}->Subject} Oct 15 10:49:04 darkmoon RT: Line: Depended-On-By: TOP Oct 15 10:49:04 darkmoon RT: Line: Queue: General Oct 15 10:49:04 darkmoon RT: Line: Type: approval Oct 15 10:49:05 darkmoon RT: Line: Owner: andro Oct 15 10:49:05 darkmoon RT: Line: Content: Someone has created a purchase requisition. Please review and approve it, so they can spend some money. Oct 15 10:49:05 darkmoon RT: Line: ENDOFCONTENT Oct 15 10:49:06 darkmoon RT: About to commit scrips for transaction #456 Oct 15 10:49:06 darkmoon RT: Committing scrip #16 on txn #456 of ticket #69 Oct 15 10:49:06 darkmoon RT: In CreateByTemplate Oct 15 10:49:06 darkmoon RT: Workflow: processing create-poreq of RT::Ticket=HASH(0x4f0ebc0) Oct 15 10:49:07 darkmoon RT: Workflow: evaluating Subject: Approve purchase order for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: General Type: approval Owner: andro Content: Someone has created a purchase requisition. Please review and approve it, so they can spend some money. ENDOFCONTENT Oct 15 10:49:07 darkmoon RT: Workflow: yielding Subject: Approve purchase order for A10 Depended-On-By: TOP Queue: General Type: approval Owner: andro Content: Someone has created a purchase requisition. Please review andapprove it, so they can spend some money. ENDOFCONTENT Oct 15 10:49:07 darkmoon RT: About to think about scrips for transaction #457 Oct 15 10:49:07 darkmoon RT: About to think about scrips for transaction #458 Oct 15 10:49:08 darkmoon RT: About to think about scrips for transaction #459 Oct 15 10:49:08 darkmoon RT: About to think about scrips for transaction #460 Oct 15 10:49:08 darkmoon RT: About to think about scrips for transaction #461 Oct 15 10:49:08 darkmoon RT: About to prepare scrips for transaction #461 Oct 15 10:49:09 darkmoon RT: Found 5 scrips for TransactionCreate stage with applicable type(s) Create Oct 15 10:49:09 darkmoon RT: Line: === Oct 15 10:49:09 darkmoon RT: Line: ===Create-Ticket: poreq Oct 15 10:49:09 darkmoon RT: **** Create ticket: create-poreq Oct 15 10:49:10 darkmoon RT: Line: Subject: Approve purchase order for {$Tickets{'TOP'}->Subject} Oct 15 10:49:10 darkmoon RT: Line: Depended-On-By: TOP Oct 15 10:49:10 darkmoon RT: Line: Queue: General Oct 15 10:49:10 darkmoon RT: Line: Type: approval Oct 15 10:49:11 darkmoon RT: Line: Owner: andro Oct 15 10:49:11 darkmoon RT: Line: Content: Someone has created a purchase requisition. Please review and approve it, so they can spend some money. Oct 15 10:49:11 darkmoon RT: Line: ENDOFCONTENT Oct 15 10:49:12 darkmoon RT: About to commit scrips for transaction #461 Oct 15 10:49:12 darkmoon RT: Committing scrip #16 on txn #461 of ticket #70 Oct 15 10:49:12 darkmoon RT: Committing scrip #3 on txn #461 of ticket #70 Oct 15 10:49:12 darkmoon RT: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x50ee288), id 461 Oct 15 10:49:13 darkmoon RT: Working on mailfield To; recipients are Oct 15 10:49:13 darkmoon RT: Subject: [realsun.com.tw #70] AutoReply: Approve purchase order for A10 From: "The default queue via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) Auto-Submitted: auto-replied MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding:utf-8 Oct 15 10:49:13 darkmoon RT: Removing deferred recipients from To: line Oct 15 10:49:13 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:14 darkmoon RT: Working on mailfield Cc; recipients are Oct 15 10:49:14 darkmoon RT: Subject: [realsun.com.tw #70] AutoReply: Approve purchase order for A10 From: "The default queue via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) Auto-Submitted: auto-replied MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding:utf-8 Oct 15 10:49:14 darkmoon RT: Removing deferred recipients from Cc: line Oct 15 10:49:14 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:15 darkmoon RT: Working on mailfield Bcc; recipients are Oct 15 10:49:15 darkmoon RT: Subject: [realsun.com.tw #70] AutoReply: Approve purchase order for A10 From: "The default queue via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) Auto-Submitted: auto-replied MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding:utf-8 Oct 15 10:49:15 darkmoon RT: Removing deferred recipients from Bcc: line Oct 15 10:49:15 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:16 darkmoon RT: No recipients found for deferred delivery on transaction #461 Oct 15 10:49:16 darkmoon RT: #70/461 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) Oct 15 10:49:16 darkmoon RT: No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) Oct 15 10:49:16 darkmoon RT: Committing scrip #4 on txn #461 of ticket #70 Oct 15 10:49:17 darkmoon RT: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x50ee288), id 461 Oct 15 10:49:17 darkmoon RT: Working on mailfield To; recipients are Oct 15 10:49:17 darkmoon RT: Subject: [realsun.com.tw #70] Approve purchase order for A10 From: "The RT System itself via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:17 darkmoon RT: Removing deferred recipients from To: line Oct 15 10:49:18 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:18 darkmoon RT: Working on mailfield Cc; recipients are Oct 15 10:49:18 darkmoon RT: Subject: [realsun.com.tw #70] Approve purchase order for A10 From: "The RT System itself via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:18 darkmoon RT: Removing deferred recipients from Cc: line Oct 15 10:49:19 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:19 darkmoon RT: Working on mailfield Bcc; recipients are Oct 15 10:49:19 darkmoon RT: Subject: [realsun.com.tw #70] Approve purchase order for A10 From: "The RT System itself via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:19 darkmoon RT: Removing deferred recipients from Bcc: line Oct 15 10:49:20 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:20 darkmoon RT: No recipients found for deferred delivery on transaction #461 Oct 15 10:49:20 darkmoon RT: #70/461 - Scrip 4 On CreateNotify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) Oct 15 10:49:20 darkmoon RT: No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) Oct 15 10:49:21 darkmoon RT: Committing scrip #11 on txn #461 of ticket #70 Oct 15 10:49:21 darkmoon RT: Ticket 70 created in queue 'General' by RT_System (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) Oct 15 10:49:21 darkmoon RT: Assigned create-poreq with 70 Oct 15 10:49:21 darkmoon RT: Handling links for 70 Oct 15 10:49:22 darkmoon RT: Building DependedOnBy link for TOP: 69 Oct 15 10:49:22 darkmoon RT: Handling postponed actions for 70 Oct 15 10:49:22 darkmoon RT: Committing scrip #3 on txn #456 of ticket #69 Oct 15 10:49:22 darkmoon RT: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x4c828c0), id 456 Oct 15 10:49:23 darkmoon RT: Working on mailfield To; recipients are root at localhost Oct 15 10:49:23 darkmoon RT: Subject: [realsun.com.tw #69] AutoReply: A10 From: "The default queue via RT" <>Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost Auto-Submitted: auto-replied To: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:23 darkmoon RT: Got user mail preference 'Individual messages' for user root at localhost Oct 15 10:49:23 darkmoon RT: Removing deferred recipients from To: line Oct 15 10:49:24 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:24 darkmoon RT: Working on mailfield Cc; recipients are Oct 15 10:49:24 darkmoon RT: Subject: [realsun.com.tw #69] AutoReply: A10 From: "The default queue via RT" <>Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost Auto-Submitted: auto-replied To: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:24 darkmoon RT: Removing deferred recipients from Cc: line Oct 15 10:49:25 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:25 darkmoon RT: Working on mailfield Bcc; recipients are Oct 15 10:49:25 darkmoon RT: Subject: [realsun.com.tw #69] AutoReply: A10 From: "The default queue via RT" <>Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost Auto-Submitted: auto-replied To: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:25 darkmoon RT: Removing deferred recipients from Bcc: line Oct 15 10:49:26 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:26 darkmoon RT: No recipients found for deferred delivery on transaction #456 Oct 15 10:49:26 darkmoon RT: #69/456 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) Oct 15 10:49:27 darkmoon RT: sent To: root at localhost (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) Oct 15 10:49:27 darkmoon RT: About to think about scrips for transaction #462 Oct 15 10:49:27 darkmoon RT: Committing scrip #4 on txn #456 of ticket #69 Oct 15 10:49:27 darkmoon RT: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x4c828c0), id 456 Oct 15 10:49:28 darkmoon RT: Working on mailfield To; recipients are Oct 15 10:49:28 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: "Enoch Root via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:28 darkmoon RT: Removing deferred recipients from To: line Oct 15 10:49:28 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:29 darkmoon RT: Working on mailfield Cc; recipients are Oct 15 10:49:29 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: "Enoch Root via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:29 darkmoon RT: Removing deferred recipients from Cc: line Oct 15 10:49:29 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:30 darkmoon RT: Working on mailfield Bcc; recipients are Oct 15 10:49:30 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: "Enoch Root via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:30 darkmoon RT: Removing deferred recipients from Bcc: line Oct 15 10:49:30 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:28 darkmoon RT: Removing deferred recipients from To: line Oct 15 10:49:28 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:29 darkmoon RT: Working on mailfield Cc; recipients are Oct 15 10:49:29 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: "Enoch Root via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:29 darkmoon RT: Removing deferred recipients from Cc: line Oct 15 10:49:29 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:30 darkmoon RT: Working on mailfield Bcc; recipients are Oct 15 10:49:30 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: "Enoch Root via RT" <> Reply-To: In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Oct 15 10:49:30 darkmoon RT: Removing deferred recipients from Bcc: line Oct 15 10:49:30 darkmoon RT: Setting deferred recipients for attribute creation Oct 15 10:49:31 darkmoon RT: No recipients found for deferred delivery on transaction #456 Oct 15 10:49:31 darkmoon RT: #69/456 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) Oct 15 10:49:31 darkmoon RT: No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) Oct 15 10:49:31 darkmoon RT: Committing scrip #11 on txn #456 of ticket #69 Oct 15 10:49:32 darkmoon RT: Ticket 69 created in queue 'General' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) (2) When I rejected the approval, the log is below: Oct 15 10:50:45 darkmoon RT: About to think about scrips for transaction #463 Oct 15 10:50:45 darkmoon RT: About to prepare scrips for transaction #463 Oct 15 10:50:46 darkmoon RT: Found 4 scrips for TransactionCreate stage with applicable type(s) Status Oct 15 10:50:46 darkmoon RT: About to commit scrips for transaction #463 Oct 15 10:50:46 darkmoon RT: Committing scrip #11 on txn #463 of ticket #70 Sorry about the verbose log. Thanks for your help! Best regards, Andro sunnavy-2 wrote: > > Hi Andro > > The steps you showed seems ok. > > I suggest you check the following: > > 1. check /Admin/Queues/Scrips.html?id=2 to see if the scrip > ("If an approval is rejected, reject the original and delete pending > approvals" ) > is in the current scrips. > > 2. check the log to see if something weird happened. > Log is always the best friend of debugging. > > On Oct 13, 2008, at 4:55 PM, Andro wrote: > >> Hi sunnavy I show you my practice as below(some image files): Step >> 1. I create an ticket Step 2. Result of creating ticket (including >> the Links) Step3. Ticket in the queue(pending approval) Step4. >> Rejecting the approval Step5. Approval's status change from 'new' >> to 'rejected' Step6. The original ticket still in the queue My >> problem is Step 6 , why the original ticket didn't be rejected ? >> Best regards, Andro Hi Andro Just after you create the original >> ticket, does the ticket depend on the approval ticket? If the header >> stuff is correct, the original ticket should depend on the approval >> ticket, and won't be changed because of the reject thing. All things >> are fine to me. >> View this message in context: Re: Approval workflow problem >> 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 wishes > sunnavy > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/Approval-workflow-problem-tp19894456p19986078.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From cc at belfordhk.com Wed Oct 15 00:12:31 2008 From: cc at belfordhk.com (cc) Date: Wed, 15 Oct 2008 12:12:31 +0800 Subject: [rt-users] themes? Message-ID: <48F56DAF.5060009@belfordhk.com> Hi I upgraded my RT installation to 3.8.1 and have now completely lost all of the themes. Can someone point out where I might be able to change the setting( or configuration) to allow the use of themes? In the preferences, I have set it to web2, but at the moment, it only shows a non-graphical RT interface. I'm running Apache 2.0.54 with PHP 5.4.4. Any help appreciated. Edmund From elacour at easter-eggs.com Wed Oct 15 03:17:44 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Oct 2008 09:17:44 +0200 Subject: [rt-users] RT Attachment issue from 3.6.3 to 3.8.1 In-Reply-To: References: Message-ID: <20081015071744.GA3434@easter-eggs.com> On Wed, Oct 15, 2008 at 01:34:28PM +1100, Chamara Peris wrote: > Hi All, > ) ENGINE=InnoDB AUTO_INCREMENT=31223 DEFAULT CHARSET=latin1 | Is this the statement after upgrade or on your fresh 3.8.1 install? RT >= 3.8.1 uses UTF-8, you seems to have the wrong charset. If it's the stetement after upgrade, then you missed reading UPGRADING.mysql. If it's a fresh 3.8.1 install, how did you create your tables? If using rt-setup-database, this should be UTF-8, if using somethink like "cat schema.mysql | mysql rt", then this would be because you're default is latin1. From elacour at easter-eggs.com Wed Oct 15 03:19:04 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Oct 2008 09:19:04 +0200 Subject: [rt-users] themes? In-Reply-To: <48F56DAF.5060009@belfordhk.com> References: <48F56DAF.5060009@belfordhk.com> Message-ID: <20081015071904.GB3434@easter-eggs.com> On Wed, Oct 15, 2008 at 12:12:31PM +0800, cc wrote: > Hi > > I upgraded my RT installation to 3.8.1 and have now > completely lost all of the themes. > > Can someone point out where I might be able to change > the setting( or configuration) to allow the use of > themes? In the preferences, I have set it to web2, > but at the moment, it only shows a non-graphical > RT interface. > > I'm running Apache 2.0.54 with PHP 5.4.4. > This seems to be an apache/mod-perl/fastcgi configuration issue as you doesn't seems to be able to get static files (images, css). Can you show us the relevant apache configuration? From cc at belfordhk.com Wed Oct 15 04:02:10 2008 From: cc at belfordhk.com (cc) Date: Wed, 15 Oct 2008 16:02:10 +0800 Subject: [rt-users] themes? In-Reply-To: <20081015071904.GB3434@easter-eggs.com> References: <48F56DAF.5060009@belfordhk.com> <20081015071904.GB3434@easter-eggs.com> Message-ID: <48F5A382.6080204@belfordhk.com> Emmanuel Lacour wrote: > > This seems to be an apache/mod-perl/fastcgi configuration issue as you > doesn't seems to be able to get static files (images, css). > > Can you show us the relevant apache configuration? Here's the configuration part of my apache ServerName rt.localserver.local DocumentRoot /var/rt3/share/html AllowOverride All Options ExecCGI FollowSymLinks Order allow,deny Allow from all AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /var/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Edmund From elacour at easter-eggs.com Wed Oct 15 04:17:52 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Oct 2008 10:17:52 +0200 Subject: [rt-users] themes? In-Reply-To: <48F5A382.6080204@belfordhk.com> References: <48F56DAF.5060009@belfordhk.com> <20081015071904.GB3434@easter-eggs.com> <48F5A382.6080204@belfordhk.com> Message-ID: <20081015081725.GE3434@easter-eggs.com> On Wed, Oct 15, 2008 at 04:02:10PM +0800, cc wrote: > Emmanuel Lacour wrote: > > > > This seems to be an apache/mod-perl/fastcgi configuration issue as you > > doesn't seems to be able to get static files (images, css). > > > > Can you show us the relevant apache configuration? > > Here's the configuration part of my apache > I have more experience with fastcgi, but see my remarks: > > ServerName rt.localserver.local > DocumentRoot /var/rt3/share/html > > AllowOverride All > Options ExecCGI FollowSymLinks No need for ExecCGI theoritically. > Order allow,deny > Allow from all > > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlRequire /var/rt3/bin/webmux.pl Try adding: SetHandler default (but shouldn't be needed) > > SetHandler perl-script > PerlHandler RT::Mason > > > > Also, are-you sure that you have "Set($WebPath, "");" in you're RT_SiteConfig.pm (and not Set($WebPath, "/rt");)? What happens (look also in apache logs) if you try to access /NoAuth/css/web2/main-squished.css ? From bican at uekae.tubitak.gov.tr Wed Oct 15 04:25:08 2008 From: bican at uekae.tubitak.gov.tr (Can Bican) Date: Wed, 15 Oct 2008 11:25:08 +0300 Subject: [rt-users] Random ticket numbers Message-ID: <20081015082508.AABE41B39C26@postaci.uekae.tubitak.gov.tr> Hi, Is there any way RT can issue random ticket numbers? I've seen this asked before in http://lists.bestpractical.com/pipermail/rt-users/2003-October/017898.html For the same reasons with that message, we think it's better to conceal number of tickets handled. Although changing the autoincrement is one solution, it can still be guessed. It would be nice if the autoincrement itself is random (which mysql is incapable of - maybe a perl extension?), but I think this hasn't been done before. Thanks, -- Can Bican -------------- next part -------------- A non-text attachment was scrubbed... Name: bican.vcf Type: text/x-vcard Size: 321 bytes Desc: not available URL: From a.smith at ukgrid.net Wed Oct 15 04:26:35 2008 From: a.smith at ukgrid.net (andys) Date: Wed, 15 Oct 2008 09:26:35 +0100 Subject: [rt-users] cannot attach files to tickets via web interface References: <48F4E27E.9080003@thebunker.net> Message-ID: andys writes: > But now strangely the attachements arent sent to the ticket requester :S > although you can see the attachement (and download it) via the web > interface by looking at the call history. Is this the expected > functionality? :S Ok I fixed this also now :P One of my collegues had updated the correspondance template and hadn't included "RT-Attach-Message: yes" All working now! thanks, Andy. From cc at belfordhk.com Wed Oct 15 04:44:24 2008 From: cc at belfordhk.com (cc) Date: Wed, 15 Oct 2008 16:44:24 +0800 Subject: [rt-users] themes? In-Reply-To: <20081015081725.GE3434@easter-eggs.com> References: <48F56DAF.5060009@belfordhk.com> <20081015071904.GB3434@easter-eggs.com> <48F5A382.6080204@belfordhk.com> <20081015081725.GE3434@easter-eggs.com> Message-ID: <48F5AD68.8000008@belfordhk.com> Emmanuel Lacour wrote: > > No need for ExecCGI theoritically. I'll remove it. :) > > Try adding: > > > SetHandler default > Ok. > Also, are-you sure that you have "Set($WebPath, "");" in you're > RT_SiteConfig.pm (and not Set($WebPath, "/rt");)? In my RT_SiteConfig.pm, I don't have a Set($WebPath,"");. > > What happens (look also in apache logs) if you try to access > /NoAuth/css/web2/main-squished.css ? I get an error: Error during compilation of /var/rt3/share/html/NoAuth/css/dhandler: Can't locate CSS/Squish.pm in @INC (@INC contains: /var/rt3/bin/../local/lib /var/rt3/bin/../lib /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 /usr/local/lib/perl5/site_perl/5.8.6/i686-linux /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl . /var/www) at /var/rt3/share/html/NoAuth/css/dhandler line 67. It seems as if this is the problem. It couldn't find CSS::Squish. I copied it from my 5.8.8 tree to the 5.8.6 and now it's working! (Ok, I admit. It is cheating a bit, since the 5.8.8 compilation might not even work with 5.8.6, but apparently it does!) Thanks Emmanuel for pointing that last part out. I don't think I would've figured that was the problem since none of the errors was being shown in the logs. Edmund From bernd.kuhlen at wetteronline.de Wed Oct 15 09:18:27 2008 From: bernd.kuhlen at wetteronline.de (Bernd Kuhlen -WetterOnline-) Date: Wed, 15 Oct 2008 15:18:27 +0200 Subject: [rt-users] rt-crontool changes ticket modification time In-Reply-To: <1A2489DD-4C64-48E1-BFF0-B02E44B97D28@wetteronline.de> References: <1A2489DD-4C64-48E1-BFF0-B02E44B97D28@wetteronline.de> Message-ID: > i got it fixed to my needs. Here's what I changed in > EscalatePriority.pm sub Commit { my $self = shift; # my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'}); my ($val, $msg) = $self->TicketObj->__Set(Field => 'Priority', Value => $self->{'prio'}, RecordTransaction => 0); unless ($val) { $RT::Logger->debug($self . " $msg"); } } best regards, Bernd -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Wed Oct 15 09:35:15 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 15 Oct 2008 06:35:15 -0700 Subject: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8012168DF@SR-ES-EMAIL01.canyonpartners.local> Hello, I recently installed Asset Tracker 1.2.3 on a fresh 3.8.1 build and noticed that the "new asset of type" button and dropdown menu are both pushed under the "search" button and field up at the top of the page. I have used AT with earlier RT versions with no issues, is this something anyone else has seen? Any idea on how to push it back to the left? Also, anybody heard anything about an updated release of AT? I really like it and use it every day. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Wed Oct 15 09:37:18 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 15 Oct 2008 06:37:18 -0700 Subject: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8012168DF@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8012168DF@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8012168E0@SR-ES-EMAIL01.canyonpartners.local> Heres a screenshot of the issue, forgot to attach in first email. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean McCreadie Sent: Wednesday, October 15, 2008 6:35 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 Hello, I recently installed Asset Tracker 1.2.3 on a fresh 3.8.1 build and noticed that the "new asset of type" button and dropdown menu are both pushed under the "search" button and field up at the top of the page. I have used AT with earlier RT versions with no issues, is this something anyone else has seen? Any idea on how to push it back to the left? Also, anybody heard anything about an updated release of AT? I really like it and use it every day. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AT.jpg Type: image/jpeg Size: 15376 bytes Desc: AT.jpg URL: From mmeyer at jasi.com Wed Oct 15 10:03:57 2008 From: mmeyer at jasi.com (Matthew Meyer) Date: Wed, 15 Oct 2008 10:03:57 -0400 Subject: [rt-users] IE StyleSheet Issue 3.8.1 Message-ID: <9b22dd3f0810150703n60caf345l63ecbd76da9610a2@mail.gmail.com> The default theme and stylesheet in RT 3.8.1 works well for my needs and looks great in Firefox. It works fairly well in IE but there are a couple issues. The first two transactions in the history, for example, have the same background color (IE 6 and 7). Does anyone have any tips for tweaking the styles for better appearance in IE ? Thanks ! -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Oct 15 10:15:44 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 15 Oct 2008 10:15:44 -0400 Subject: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8012168DF@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8012168DF@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <519782dc0810150715m77e19cd5y3f3009b7837a42b@mail.gmail.com> Sean, Philip Kime has been working on AT updates for 3.8. Philip, what was your solution to this? -Todd On Wed, Oct 15, 2008 at 9:35 AM, Sean McCreadie < smccreadie at canyonpartners.com> wrote: > Hello, > > > > I recently installed Asset Tracker 1.2.3 on a fresh 3.8.1 build and noticed > that the "new asset of type" button and dropdown menu are both pushed under > the "search" button and field up at the top of the page. I have used AT > with earlier RT versions with no issues, is this something anyone else has > seen? Any idea on how to push it back to the left? Also, anybody heard > anything about an updated release of AT? I really like it and use it every > day. Thanks in advance for any help. > > > > > > Sean McCreadie > > IT Support > > Canyon Partners, LLC > > 310 272 1764 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Wed Oct 15 11:01:24 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 15 Oct 2008 08:01:24 -0700 Subject: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 In-Reply-To: <636204D4-955B-459F-9FA0-3CC28F82A3E7@kime.org.uk> References: <6A8A671AFE630144BC8AE1D84E6700B8012168DF@SR-ES-EMAIL01.canyonpartners.local> <519782dc0810150715m77e19cd5y3f3009b7837a42b@mail.gmail.com> <636204D4-955B-459F-9FA0-3CC28F82A3E7@kime.org.uk> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8012168F4@SR-ES-EMAIL01.canyonpartners.local> Ok great, thanks for the heads up, ill keep my eye out for any updates you have on this. -----Original Message----- From: Philip Kime [mailto:Philip at kime.org.uk] Sent: Wednesday, October 15, 2008 7:52 AM To: Todd Chapman Cc: Sean McCreadie; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 On 15 Oct 2008, at 4:15 PM, Todd Chapman wrote: > Sean, > > Philip Kime has been working on AT updates for 3.8. Philip, what was > your solution to this? I noticed this too and only looked at it briefly before realising that there were a number of CSS and layout things that need changing for 3.8.1. I have no fix for this yet but am looking into it. PK -- Dr Philip Kime From monti.mail at gmail.com Wed Oct 15 12:02:33 2008 From: monti.mail at gmail.com (Monti gmail) Date: Wed, 15 Oct 2008 18:02:33 +0200 Subject: [rt-users] Create templates for auto response Message-ID: Hi All, I am looking for a way to implement a stack of response templates. I have a public site which users can open tickets on, I want to prepare some response templates which I can reply to the requestors. The templates are common response which I do not want to write or use copy/paste to reply. I want to either change status or add custom field which will generate the pre-prepared response automatically. I hope I am clear enough and hope to get suggestions on how to do it (probably using scrips). Thank you. Motti. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Oct 15 12:21:09 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Oct 2008 18:21:09 +0200 Subject: [rt-users] Create templates for auto response In-Reply-To: References: Message-ID: <20081015162109.GH3434@easter-eggs.com> On Wed, Oct 15, 2008 at 06:02:33PM +0200, Monti gmail wrote: > Hi All, > > I am looking for a way to implement a stack of response templates. > I have a public site which users can open tickets on, I want to prepare some > response templates which I can reply to the requestors. > The templates are common response which I do not want to write or use > copy/paste to reply. I want to either change status or add custom field > which will generate the pre-prepared response automatically. > > I hope I am clear enough and hope to get suggestions on how to do it > (probably using scrips). > Sure, what you're looking for is RTFM I think: http://www.bestpractical.com/rtfm From darling at ccdc.cam.ac.uk Wed Oct 15 12:26:37 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Wed, 15 Oct 2008 17:26:37 +0100 Subject: [rt-users] Create templates for auto response In-Reply-To: <20081015162109.GH3434@easter-eggs.com> References: <20081015162109.GH3434@easter-eggs.com> Message-ID: <48F619BD.9020504@ccdc.cam.ac.uk> >> I am looking for a way to implement a stack of response templates. [...] > Sure, what you're looking for is RTFM I think: > > http://www.bestpractical.com/rtfm Or the light weight, but very effective http://wiki.bestpractical.com/view/CannedReplies LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From monti.mail at gmail.com Wed Oct 15 13:10:18 2008 From: monti.mail at gmail.com (Monti gmail) Date: Wed, 15 Oct 2008 19:10:18 +0200 Subject: [rt-users] create ticket from email Message-ID: According to the documents I looked in, it is only possible to create new ticket is from WEB and CLI, I could not find how to create ticket from email. is it possible? is it requires any customizations? -------------- next part -------------- An HTML attachment was scrubbed... URL: From tbutkiewicz at cybermind.biz Wed Oct 15 13:28:16 2008 From: tbutkiewicz at cybermind.biz (Timothy Butkiewicz) Date: Wed, 15 Oct 2008 13:28:16 -0400 Subject: [rt-users] RT Attachment issue from 3.6.3 to 3.8.1 In-Reply-To: <20081015071744.GA3434@easter-eggs.com> References: <20081015071744.GA3434@easter-eggs.com> Message-ID: Can we clarify this? The UPGRADING.mysql seems to allude to the fact that latin1 should be used instead of utf8. The schema says utf8, but the docs appear to say something else. I too am having issues with attachments. UPGRADING.mysql reads: * don't use utf8 as default mysql's character set, it's default in some Distributives If you still want to make upgrade of mysql and RT at once, then you can do the following: 4) Configure mysql 4.1 and newer to use latin1 as default character set everywhere. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Wednesday, October 15, 2008 3:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Attachment issue from 3.6.3 to 3.8.1 On Wed, Oct 15, 2008 at 01:34:28PM +1100, Chamara Peris wrote: > Hi All, > ) ENGINE=InnoDB AUTO_INCREMENT=31223 DEFAULT CHARSET=latin1 | Is this the statement after upgrade or on your fresh 3.8.1 install? RT >= 3.8.1 uses UTF-8, you seems to have the wrong charset. If it's the stetement after upgrade, then you missed reading UPGRADING.mysql. If it's a fresh 3.8.1 install, how did you create your tables? If using rt-setup-database, this should be UTF-8, if using somethink like "cat schema.mysql | mysql rt", then this would be because you're default is latin1. From monti.mail at gmail.com Wed Oct 15 11:51:58 2008 From: monti.mail at gmail.com (Monti Mail) Date: Wed, 15 Oct 2008 17:51:58 +0200 Subject: [rt-users] Create templates for auto response Message-ID: <8006CB7A2721467CA1C7CFFB2C3D64D9@MOTTILXP> Hi All, I am looking for a way to implement a stack of response templates. I have a public site which users can open tickets on, I want to prepare some response templates which I can reply to the requestors. The templates are common response which I do not want to write or use copy/paste to reply. I want to either change status or add custom field which will generate the pre-prepared response automatically. I hope I am clear enough and hope to get suggestions on how to do it (probably using scrips). Thank you. Motti. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dimsyboy at gmail.com Wed Oct 15 16:56:10 2008 From: dimsyboy at gmail.com (Chamara Peris) Date: Thu, 16 Oct 2008 07:56:10 +1100 Subject: [rt-users] RT Attachment issue from 3.6.3 to 3.8.1 In-Reply-To: <20081015071744.GA3434@easter-eggs.com> References: <20081015071744.GA3434@easter-eggs.com> Message-ID: Hi Guys, Yes the output is from a upgrade from 3.6.3. I've managed to get it going by running the script "schema.mysql-4.0-4.1.pl". Maybe the script named incorrectly?. Was bit confusing All good. Thanks heaps On Wed, Oct 15, 2008 at 6:17 PM, Emmanuel Lacour wrote: > On Wed, Oct 15, 2008 at 01:34:28PM +1100, Chamara Peris wrote: > > Hi All, > > ) ENGINE=InnoDB AUTO_INCREMENT=31223 DEFAULT CHARSET=latin1 | > > Is this the statement after upgrade or on your fresh 3.8.1 install? > > RT >= 3.8.1 uses UTF-8, you seems to have the wrong charset. > > If it's the stetement after upgrade, then you missed reading > UPGRADING.mysql. > > If it's a fresh 3.8.1 install, how did you create your tables? If using > rt-setup-database, this should be UTF-8, if using somethink like "cat > schema.mysql | mysql rt", then this would be because you're default is > latin1. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Rich.West at wesmo.com Wed Oct 15 17:17:40 2008 From: Rich.West at wesmo.com (Rich West) Date: Wed, 15 Oct 2008 17:17:40 -0400 Subject: [rt-users] RT::Authen::ExternalAuth debugging Message-ID: <48F65DF4.5070707@wesmo.com> I'm going down the route of integrating a new RT 3.8.1 install in to a Windows 2003 Active Directory environment, and after going through the wiki web of information, I found that the "proper" method is now RT::Authen::ExternalAuth. That was, unfortunately, after I tried several other methods. :( Anyhow, I saw a couple of postings on the list (specifically: http://lists.bestpractical.com/pipermail/rt-users/2008-July/052959.html), and managed to get things configured, but not functioning. :( I am able to successfully ldapsearch : ldapsearch -LLL -x -D "CN=Administrator,OU=IT Department,OU=Users,DC=ourdomain,DC=local" -w ourpasswd -h ad.ourdomain.local "(objectClass=Person)" -b "dc=ourdomain,dc=local" And I tried a couple of different variants for searching with command line success: (objectClass=*), (sAMAccountName=user) However, I cannot seem to get it to work for RT. I'm getting "Your username or password is incorrect" after only a few seconds of processing. Probably the thing preventing me from debugging this further is.. well.. I'm not sure how to turn up the volume on the debugging. The most I am seeing in the logs is the login failure. Any ideas? Thanks! -Rich RT_SiteConfig.pm contains: # The order in which the services defined in ExternalSettings # should be used to authenticate users. User is authenticated # if successfully confirmed by any service - no more services # are checked. Set($ExternalAuthPriority, [ 'My_LDAP' ] ); # The order in which the services defined in ExternalSettings # should be used to get information about users. This includes # RealName, Tel numbers etc, but also whether or not the user # should be considered disabled. # Once user info is found, no more services are checked. Set($ExternalInfoPriority, [ 'My_LDAP' ] ); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, 0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 1); # These are the full settings for each external service as a HashOfHashes # Note that you may have as many external services as you wish. They will # be checked in the order specified in the Priority directives above. # e.g. # Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']); # Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'My_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' => 1, # The server hosting the service 'server' => 'ad.ourdomain.local', ## 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' => 'CN=Administrator,OU=IT Department,OU=Users,DC=ourdomain,DC=local', # The password RT should use to connect to the LDAP server 'pass' => 'ourpasswd', # # The LDAP search base 'base' => 'dc=ourdomain,dc=local', # The filter to use to match RT-Users 'filter' => '(objectclass=Person)', # The filter that will only match disabled users # 'd_filter' => '(serAccountControl:1.2.840.113556.1.4.803:=2)', '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? 'group' => '', # What is the attribute for the group object that determines membership? 'group_attr' => '', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; From akonkol at gmail.com Wed Oct 15 17:32:43 2008 From: akonkol at gmail.com (Andrew Konkol) Date: Wed, 15 Oct 2008 16:32:43 -0500 Subject: [rt-users] RT::Authen::ExternalAuth debugging In-Reply-To: <48F65DF4.5070707@wesmo.com> References: <48F65DF4.5070707@wesmo.com> Message-ID: <6c4112900810151432t4ec8b820s348baf08f67b8dcb@mail.gmail.com> I too was going down this path. What ended up working for me is creating local accounts on rt first, then ldap authentication worked. The other problem I ran into is the "give permissions for everyone to create ticket" error when this plugin was activated. Double checked all permissions, and ensured that everyone could create a ticket for the given queue and had no luck. For now I've rolled back the use of the plugin and I am just using local accounts :( -a On Wed, Oct 15, 2008 at 4:17 PM, Rich West wrote: > I'm going down the route of integrating a new RT 3.8.1 install in to a > Windows 2003 Active Directory environment, and after going through the > wiki web of information, I found that the "proper" method is now > RT::Authen::ExternalAuth. That was, unfortunately, after I tried > several other methods. :( > > Anyhow, I saw a couple of postings on the list (specifically: > http://lists.bestpractical.com/pipermail/rt-users/2008-July/052959.html), > and managed to get things configured, but not functioning. :( > > I am able to successfully ldapsearch : > ldapsearch -LLL -x -D "CN=Administrator,OU=IT > Department,OU=Users,DC=ourdomain,DC=local" -w ourpasswd -h > ad.ourdomain.local "(objectClass=Person)" -b "dc=ourdomain,dc=local" > > And I tried a couple of different variants for searching with command > line success: (objectClass=*), (sAMAccountName=user) > > However, I cannot seem to get it to work for RT. I'm getting "Your > username or password is incorrect" after only a few seconds of > processing. Probably the thing preventing me from debugging this > further is.. well.. I'm not sure how to turn up the volume on the > debugging. The most I am seeing in the logs is the login failure. > > Any ideas? > > Thanks! > -Rich > > > > RT_SiteConfig.pm contains: > # The order in which the services defined in ExternalSettings > # should be used to authenticate users. User is authenticated > # if successfully confirmed by any service - no more services > # are checked. > Set($ExternalAuthPriority, [ 'My_LDAP' > ] > ); > > # The order in which the services defined in ExternalSettings > # should be used to get information about users. This includes > # RealName, Tel numbers etc, but also whether or not the user > # should be considered disabled. > # Once user info is found, no more services are checked. > Set($ExternalInfoPriority, [ > 'My_LDAP' > ] > ); > > # If this is set to true, then the relevant packages will > # be loaded to use SSL/TLS connections. At the moment, > # this just means "use Net::SSLeay;" > Set($ExternalServiceUsesSSLorTLS, 0); > > # If this is set to 1, then users should be autocreated by RT > # as internal users if they fail to authenticate from an > # external service. > Set($AutoCreateNonExternalUsers, 1); > > # These are the full settings for each external service as a HashOfHashes > # Note that you may have as many external services as you wish. They will > # be checked in the order specified in the Priority directives above. > # e.g. > # > > Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']); > # > Set($ExternalSettings, { > # AN EXAMPLE LDAP SERVICE > 'My_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' => 1, > # The server hosting the service > 'server' => 'ad.ourdomain.local', > ## 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' => 'CN=Administrator,OU=IT > Department,OU=Users,DC=ourdomain,DC=local', > # The password RT should use to connect to the LDAP server > 'pass' => 'ourpasswd', > # > # The LDAP search base > 'base' => 'dc=ourdomain,dc=local', > # The filter to use to match RT-Users > 'filter' => '(objectclass=Person)', > # The filter that will only match disabled users > # 'd_filter' => > '(serAccountControl:1.2.840.113556.1.4.803:=2)', > '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? > 'group' => '', > # What is the attribute for the group object that > determines membership? > 'group_attr' => '', > ## RT ATTRIBUTE MATCHING SECTION > # The list of RT attributes that uniquely identify a user > 'attr_match_list' => [ 'Name', > 'EmailAddress', > 'RealName', > 'WorkPhone', > 'Address2' > ], > # The mapping of RT attributes on to LDAP attributes > 'attr_map' => { 'Name' => > 'sAMAccountName', > 'EmailAddress' => > 'mail', > 'Organization' => > 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => > 'sAMAccountName', > 'Gecos' => > 'sAMAccountName', > 'WorkPhone' => > 'telephoneNumber', > 'Address1' => > 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > } > } > ); > 1; > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 shane at faultymonk.org Wed Oct 15 18:01:09 2008 From: shane at faultymonk.org (Shane Tzen) Date: Wed, 15 Oct 2008 15:01:09 -0700 Subject: [rt-users] not corruption - Re: RT 3.8: Text file attachments problem Message-ID: <9948fd690810151501q1d71407ch8584d3c42a93332e@mail.gmail.com> I can confirm the behavior described by the original poster with my install of 3.8.1 (on Debian Etch w/ perl 5.8.8 and PostgreSQL). All of the requisite modules are the latest versions installed via cpan. This is not an attachment corruption problem. The attachments work fine. The problem is that when a ticket has a message that includes a text attachment, even though it displays fine in the browser, when an attempt is made to reply to it, only the text attachment is quoted (no ticket message content). I've searched the archives and do not see a solution. Is no one else encountering this problem? Like the poster below, I've tried the setting the parameters suggested below with no change in the behavior. Thanks, Shane _____ >From Filipe Jos? Silva Clemente filipe at sapia.uminho.pt Hi, Thanks for your answer. I tried to set these two variables in the configuration file but the problem remains. The attached text file (via RT web console) appears "inline" the email message to the end user. Any more ideas? TIA, Filipe Portugal _____ From: Sebastien Termeau [mailto:st[at]mobilepeople.com] Sent: ter?a-feira, 7 de Outubro de 2008 10:31 To: Filipe Jos? Silva Clemente Subject: Re: [rt-users] RT 3.8: Text file attachments problem Hi, You might take a look at the following configuration parameters : Set($MaxInlineBody, 0); Set($SuppressInlineTextFiles, 1); Sebastien On Mon, Oct 6, 2008 at 4:35 PM, Filipe Jos? Silva Clemente wrote: Hi, When i attach a text file (.txt) to a user reply from the rt 3.8 web console the user receives it, not attached, but "embedded" in the email message. The text file appears in the email body but the text i write to the user in the message disappears. Is this a bug or a configuration? TIA, Filipe Portugal From dimsyboy at gmail.com Wed Oct 15 18:06:13 2008 From: dimsyboy at gmail.com (Chamara Peris) Date: Thu, 16 Oct 2008 09:06:13 +1100 Subject: [rt-users] 3.8.1 My RT page error Message-ID: Hi All, I am having another few problems. When I try to access the Admin/Global configuration and RT at a glance page I get following error. Can't call method "Content" on an undefined value at /opt/rt3/share/html/Admin/Global/MyRT.html line 97, line 1332. I can't seem to get this going at all. Any help much appriciated. Also anyone can point me to a 3.8.1 sample RT_Siteconfig file?. Cheers, CP -------------- next part -------------- An HTML attachment was scrubbed... URL: From eli at gmnameplate.com Wed Oct 15 18:09:02 2008 From: eli at gmnameplate.com (Eli Altman) Date: Wed, 15 Oct 2008 15:09:02 -0700 Subject: [rt-users] RT::Authen::ExternalAuth debugging In-Reply-To: <6c4112900810151432t4ec8b820s348baf08f67b8dcb@mail.gmail.com> References: <48F65DF4.5070707@wesmo.com> <6c4112900810151432t4ec8b820s348baf08f67b8dcb@mail.gmail.com> Message-ID: Andrew, if you'd like to get ExternalAuth working there are scores of people who have set it up successfully.. so don't give up. I have 3.8.1 with AuthenExternalAuth LDAP working just fine. It also autocreates users in the RT db as needed. Rich, here is the link for the logging debug setup: http://wiki.bestpractical.com/view/Debug Here is the instruction lineup, read them all carefully. http://wiki.bestpractical.com/view/ExternalAuth - Read the "Post-Install" section http://www.gossamer-threads.com/lists/rt/users/77286 http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% If you go to the #rt irc channel I'd be happy to help solve ExternalAuth issues. Elias (whitman on #rt) From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Konkol Sent: Wednesday, October 15, 2008 2:33 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Authen::ExternalAuth debugging I too was going down this path. What ended up working for me is creating local accounts on rt first, then ldap authentication worked. The other problem I ran into is the "give permissions for everyone to create ticket" error when this plugin was activated. Double checked all permissions, and ensured that everyone could create a ticket for the given queue and had no luck. For now I've rolled back the use of the plugin and I am just using local accounts :( -a On Wed, Oct 15, 2008 at 4:17 PM, Rich West > wrote: I'm going down the route of integrating a new RT 3.8.1 install in to a Windows 2003 Active Directory environment, and after going through the wiki web of information, I found that the "proper" method is now RT::Authen::ExternalAuth. That was, unfortunately, after I tried several other methods. :( Anyhow, I saw a couple of postings on the list (specifically: http://lists.bestpractical.com/pipermail/rt-users/2008-July/052959.html), and managed to get things configured, but not functioning. :( I am able to successfully ldapsearch : ldapsearch -LLL -x -D "CN=Administrator,OU=IT Department,OU=Users,DC=ourdomain,DC=local" -w ourpasswd -h ad.ourdomain.local "(objectClass=Person)" -b "dc=ourdomain,dc=local" And I tried a couple of different variants for searching with command line success: (objectClass=*), (sAMAccountName=user) However, I cannot seem to get it to work for RT. I'm getting "Your username or password is incorrect" after only a few seconds of processing. Probably the thing preventing me from debugging this further is.. well.. I'm not sure how to turn up the volume on the debugging. The most I am seeing in the logs is the login failure. Any ideas? Thanks! -Rich RT_SiteConfig.pm contains: # The order in which the services defined in ExternalSettings # should be used to authenticate users. User is authenticated # if successfully confirmed by any service - no more services # are checked. Set($ExternalAuthPriority, [ 'My_LDAP' ] ); # The order in which the services defined in ExternalSettings # should be used to get information about users. This includes # RealName, Tel numbers etc, but also whether or not the user # should be considered disabled. # Once user info is found, no more services are checked. Set($ExternalInfoPriority, [ 'My_LDAP' ] ); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, 0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 1); # These are the full settings for each external service as a HashOfHashes # Note that you may have as many external services as you wish. They will # be checked in the order specified in the Priority directives above. # e.g. # Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']); # Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'My_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' => 1, # The server hosting the service 'server' => 'ad.ourdomain.local', ## 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' => 'CN=Administrator,OU=IT Department,OU=Users,DC=ourdomain,DC=local', # The password RT should use to connect to the LDAP server 'pass' => 'ourpasswd', # # The LDAP search base 'base' => 'dc=ourdomain,dc=local', # The filter to use to match RT-Users 'filter' => '(objectclass=Person)', # The filter that will only match disabled users # 'd_filter' => '(serAccountControl:1.2.840.113556.1.4.803:=2)', '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? 'group' => '', # What is the attribute for the group object that determines membership? 'group_attr' => '', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Rich.West at wesmo.com Wed Oct 15 18:49:11 2008 From: Rich.West at wesmo.com (Rich West) Date: Wed, 15 Oct 2008 18:49:11 -0400 Subject: [rt-users] RT::Authen::ExternalAuth debugging In-Reply-To: References: <48F65DF4.5070707@wesmo.com> <6c4112900810151432t4ec8b820s348baf08f67b8dcb@mail.gmail.com> Message-ID: <48F67367.1070400@wesmo.com> An HTML attachment was scrubbed... URL: From chenga at ias.edu Thu Oct 16 00:46:27 2008 From: chenga at ias.edu (Alan Cheng) Date: Thu, 16 Oct 2008 00:46:27 -0400 Subject: [rt-users] RT::Authen::ExternalAuth debugging In-Reply-To: <48F67367.1070400@wesmo.com> References: <48F65DF4.5070707@wesmo.com> <6c4112900810151432t4ec8b820s348baf08f67b8dcb@mail.gmail.com> <48F67367.1070400@wesmo.com> Message-ID: <48F6C723.6030801@ias.edu> Rich, (1) You should see something similar in your RT log if it is indeed trying to authenticate against your AD. [Thu Oct 16 00:25:12 2008] [info]: RT::User::IsExternalPassword External Auth OK ( MY_LDAP ): alan (/usr/local/rt381/bin/../local/lib/RT/User_Vendor.pm:281) [Thu Oct 16 00:25:12 2008] [debug]: RT::User::IsPassword External auth SUCCEEDED (/usr/local/rt381/bin/../local/lib/RT/User_Vendor.pm:360) (2) Backup your RT_SiteConfig.pm and reduce the match_list to something like this and test again: # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Name', 'EmailAddress', ], It took me some efforts to get LDAP authentication against SUN Directory Server 6.3 to work so keep trying! :) http://www.gossamer-threads.com/lists/rt/users/79313?search_string=TLS;#79313 Good Luck! Alan Rich West wrote: > Thanks for the debug link and the quick help! I wasn't sure what value > to put in there, but, alas, the Wiki to the rescue. :) > > Those links were the ones that I followed. It just doesn't seem to > even attempt an AD auth ("testuser" exists in AD): > [Wed Oct 15 22:42:06 2008] [error]: FAILED LOGIN for testuser from > 10.100.10.6 > (/var/www/html/help.ourdomain.local/share/html/autohandler:265) > > I have this bizarre feeling like I am missing just one important piece > of the puzzle... > > -Rich > > Eli Altman wrote: >> >> Andrew, if you?d like to get ExternalAuth working there are scores of >> people who have set it up successfully.. so don?t give up. I have >> 3.8.1 with AuthenExternalAuth LDAP working just fine. It also >> autocreates users in the RT db as needed. Rich, here is the link for >> the logging debug setup: >> >> >> >> http://wiki.bestpractical.com/view/Debug >> >> >> >> Here is the instruction lineup, read them all carefully. >> >> >> >> http://wiki.bestpractical.com/view/ExternalAuth - Read the >> ?Post-Install? section >> >> >> >> http://www.gossamer-threads.com/lists/rt/users/77286 >> >> http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% >> >> >> >> >> If you go to the #rt irc channel I?d be happy to help solve >> ExternalAuth issues. >> >> >> >> Elias (whitman on #rt) >> >> >> >> *From:* rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of >> *Andrew Konkol >> *Sent:* Wednesday, October 15, 2008 2:33 PM >> *To:* rt-users at lists.bestpractical.com >> *Subject:* Re: [rt-users] RT::Authen::ExternalAuth debugging >> >> >> >> I too was going down this path. What ended up working for me is >> creating local accounts on rt first, then ldap authentication worked. >> The other problem I ran into is the "give permissions for everyone to >> create ticket" error when this plugin was activated. Double checked >> all permissions, and ensured that everyone could create a ticket for >> the given queue and had no luck. >> >> For now I've rolled back the use of the plugin and I am just using >> local accounts :( >> >> -a >> >> On Wed, Oct 15, 2008 at 4:17 PM, Rich West > > wrote: >> >> I'm going down the route of integrating a new RT 3.8.1 install in to a >> Windows 2003 Active Directory environment, and after going through the >> wiki web of information, I found that the "proper" method is now >> RT::Authen::ExternalAuth. That was, unfortunately, after I tried >> several other methods. :( >> >> Anyhow, I saw a couple of postings on the list (specifically: >> http://lists.bestpractical.com/pipermail/rt-users/2008-July/052959.html), >> and managed to get things configured, but not functioning. :( >> >> I am able to successfully ldapsearch : >> ldapsearch -LLL -x -D "CN=Administrator,OU=IT >> Department,OU=Users,DC=ourdomain,DC=local" -w ourpasswd -h >> ad.ourdomain.local "(objectClass=Person)" -b "dc=ourdomain,dc=local" >> >> And I tried a couple of different variants for searching with command >> line success: (objectClass=*), (sAMAccountName=user) >> >> However, I cannot seem to get it to work for RT. I'm getting "Your >> username or password is incorrect" after only a few seconds of >> processing. Probably the thing preventing me from debugging this >> further is.. well.. I'm not sure how to turn up the volume on the >> debugging. The most I am seeing in the logs is the login failure. >> >> Any ideas? >> >> Thanks! >> -Rich >> >> >> >> RT_SiteConfig.pm contains: >> # The order in which the services defined in ExternalSettings >> # should be used to authenticate users. User is authenticated >> # if successfully confirmed by any service - no more services >> # are checked. >> Set($ExternalAuthPriority, [ 'My_LDAP' >> ] >> ); >> >> # The order in which the services defined in ExternalSettings >> # should be used to get information about users. This includes >> # RealName, Tel numbers etc, but also whether or not the user >> # should be considered disabled. >> # Once user info is found, no more services are checked. >> Set($ExternalInfoPriority, [ >> 'My_LDAP' >> ] >> ); >> >> # If this is set to true, then the relevant packages will >> # be loaded to use SSL/TLS connections. At the moment, >> # this just means "use Net::SSLeay;" >> Set($ExternalServiceUsesSSLorTLS, 0); >> >> # If this is set to 1, then users should be autocreated by RT >> # as internal users if they fail to authenticate from an >> # external service. >> Set($AutoCreateNonExternalUsers, 1); >> >> # These are the full settings for each external service as a HashOfHashes >> # Note that you may have as many external services as you wish. They will >> # be checked in the order specified in the Priority directives above. >> # e.g. >> # >> Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']); >> # >> Set($ExternalSettings, { >> # AN EXAMPLE LDAP SERVICE >> 'My_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' => 1, >> # The server hosting the service >> 'server' => 'ad.ourdomain.local', >> ## 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' => 'CN=Administrator,OU=IT >> Department,OU=Users,DC=ourdomain,DC=local', >> # The password RT should use to connect to the LDAP server >> 'pass' => 'ourpasswd', >> # >> # The LDAP search base >> 'base' => 'dc=ourdomain,dc=local', >> # The filter to use to match RT-Users >> 'filter' => '(objectclass=Person)', >> # The filter that will only match disabled users >> # 'd_filter' => >> '(serAccountControl:1.2.840.113556.1.4.803:=2)', >> '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? >> 'group' => '', >> # What is the attribute for the group object that >> determines membership? >> 'group_attr' => '', >> ## RT ATTRIBUTE MATCHING SECTION >> # The list of RT attributes that uniquely identify a user >> 'attr_match_list' => [ 'Name', >> 'EmailAddress', >> 'RealName', >> 'WorkPhone', >> 'Address2' >> ], >> # The mapping of RT attributes on to LDAP attributes >> 'attr_map' => { 'Name' => >> 'sAMAccountName', >> 'EmailAddress' => >> 'mail', >> 'Organization' => >> 'physicalDeliveryOfficeName', >> 'RealName' => 'cn', >> 'ExternalAuthId' => >> 'sAMAccountName', >> 'Gecos' => >> 'sAMAccountName', >> 'WorkPhone' => >> 'telephoneNumber', >> 'Address1' => >> 'streetAddress', >> 'City' => 'l', >> 'State' => 'st', >> 'Zip' => 'postalCode', >> 'Country' => 'co' >> } >> } >> } >> ); >> 1; >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jean-Michel.Barbet at subatech.in2p3.fr Thu Oct 16 03:47:37 2008 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Thu, 16 Oct 2008 09:47:37 +0200 Subject: [rt-users] RT::Authen::ExternalAuth and case matching Message-ID: <48F6F199.5060407@subatech.in2p3.fr> Hello, I am opening a new thraed since the issue is specific but this is also a message for Rich who opened the thread "RT::Authen::ExternalAuth debugging" : We made ExternalAuth work for RT 3.8.1 : The information about a user is taken from a local database with a table "mail2login" which is filled from other sources. In this table, the email address is : Firstname.Lastname at domain. The authentication is from AD Windows 2003. It works and I can share the config files but we have a problem : If a user configure his mail address as lowercase firstname.lastname at domain in his mail client, then the account does not get autocreated. I think the SQL statment "SELECT..WHERE" finds the matching line in the database because the WHERE is case insensitive but later in the code, the use of the hash with inconsistent case fails. => Would it be possible to make the code User_Vendor.pm insensitive to the case for the email address ? Should I file a bug/feature request for that ? Thanks. JM Barbet. -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From kschmitte at voiceobjects.com Thu Oct 16 07:19:24 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Thu, 16 Oct 2008 04:19:24 -0700 (PDT) Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <48EE97F3.4030105@cryologic.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> <19854928.post@talk.nabble.com> <20081007101007.GE3417@easter-eggs.com> <19855915.post@talk.nabble.com> <48EBE836.1090401@cryologic.com> <19873362.post@talk.nabble.com> <48EE97F3.4030105@cryologic.com> Message-ID: <20011641.post@talk.nabble.com> Hello Gordon, thanks for that - after changing the Reminders.pm as you described it worked on my 3.6.5. The only remaining question I have: Why did it work when changing the Reminders.pm - but not when I added a Reminders_Overlay.pm (containing the contents of Reminders.pm + my changes)? When I then replaced the original Reminders.pm with the Reminders_Overlay.pm everything was fine. Do I need to set up RT to know this new file? Thanks for all the help Kai gordon-42 wrote: > > I created a new queue called Reminders. > In Reminders.pm I changed: > $REMINDER_QUEUE = 'Reminders' > > As far as I can tell the $REMINDER_QUEUE is not actually used in > Reminders.pm so I also modified: > > my $query = 'Queue = "'. $self->TicketObj->QueueObj->Name .'" AND Type = > "reminder"'; > to > my $query = 'Queue = "'. $REMINDER_QUEUE .'" AND Type = "reminder"'; > > and: > > Queue => $self->TicketObj->Queue, > to > Queue => "$REMINDER_QUEUE", > > WARNING: This applied to RT-3.6. > -- View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p20011641.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From david.chandek.stark at duke.edu Thu Oct 16 09:52:36 2008 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Thu, 16 Oct 2008 09:52:36 -0400 Subject: [rt-users] Persistent sessions Message-ID: I have tried the recipe for persistent sessions at http://wiki.bestpractical.com/view/PersistentSessions and it appears to work as intended. (FWIW the main reason for implementing this change was to make the RefreshHomepage setting persist.) However, RT seems to be touching the sessions (LastUpdated field in the sessions table) overnight which effectively forces the user's session to be either reset to default values or lost so that a new one is generated. I have two cron jobs that touch either users or sessions. Nightly at 1am a SQL command is run to cleanup sessions last updated more than a month ago: delete from sessions where LastUpdated < date_sub(now(), interval 1 month) The second job is a Perl script that uses the API to update user info from an external data source, and it runs hourly during business hours. Any ideas on what could be going on here? Thanks, David RT 3.8.1 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kschmitte at voiceobjects.com Thu Oct 16 10:46:38 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Thu, 16 Oct 2008 07:46:38 -0700 (PDT) Subject: [rt-users] A reminder creates a ticket and sends email to queue watchers??? In-Reply-To: <20011641.post@talk.nabble.com> References: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002> <19854610.post@talk.nabble.com> <20081007094710.GD3417@easter-eggs.com> <19854928.post@talk.nabble.com> <20081007101007.GE3417@easter-eggs.com> <19855915.post@talk.nabble.com> <48EBE836.1090401@cryologic.com> <19873362.post@talk.nabble.com> <48EE97F3.4030105@cryologic.com> <20011641.post@talk.nabble.com> Message-ID: <20014892.post@talk.nabble.com> Ok - got it - I'll need to add the overlay to the initial file. So I have a section like following in my Reminders.pm: eval "require RT::Reminders_Vendor"; if ($@ && $@ !~ qr{^Can't locate RT/Reminders_Vendor.pm}) { die $@; }; and what is missing is an additional section for the overlay: eval "require RT::Reminders_Overlay"; if ($@ && $@ !~ qr{^Can't locate RT/Reminders_Overlay.pm}) { die $@; }; not tested yet, but apperantly it works with the other overlays. kschmitte wrote: > > [...] > The only remaining question I have: Why did it work when changing the > Reminders.pm - but not when I added a Reminders_Overlay.pm (containing the > contents of Reminders.pm + my changes)? When I then replaced the original > Reminders.pm with the Reminders_Overlay.pm everything was fine. > Do I need to set up RT to know this new file? > [...] > -- View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p20014892.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From v.wawryk at science-computing.de Thu Oct 16 10:58:53 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Thu, 16 Oct 2008 16:58:53 +0200 Subject: [rt-users] help with scrip Message-ID: <48F756AD.9050700@science-computing.de> Hi, I have different scrips that check for certain words in the subject line and the code looks for example like that: if ($self->TransactionObj->Type eq "Create" && $self->TicketObj->Subject =~ /[A|a]kut: / ) --snip-- so, if the subject contains "akut" do something. That works. What I now want to do is, if the subject contains not "akut" or "project" than do that.... my code looks like this: if ($self->TransactionObj->Type eq "Create" && $self->TicketObj->Subject !=~ /[P|p]roje[c|k]t: / || $self->TicketObj->Subject !=~/[A|a]kut: / ) --snip-- and that doesn't work. I am not an perl expert, maybe someone can tell me where my thinkingproblem is? Thanks in advance Violetta -- ________________________________ creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- 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 kschmitte at voiceobjects.com Thu Oct 16 11:30:52 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Thu, 16 Oct 2008 08:30:52 -0700 (PDT) Subject: [rt-users] Execute RT CLI on a foreign machine (XP)? Message-ID: <20015700.post@talk.nabble.com> Hello All, what would I need to do to run the RT CLI on my software development machine (WinXP) against a RT-Installation on a Linux Server? What files do I need to copy/install on my machine? How would I handle the login to RT? I have already installed Perl, but I assume that is not enough. RT version in use is 3.6.5, Linux is Ubuntu 8. Idea is to easily code a ticket data aggregation (for later reporting) by using the CLI to get the number of tickets. Or is there any better way to get access? If this doesn't work I would use direct SQL on the DB, but from the mailings in this list I understood that using TicketSQL is preferred. Thanks for any help! Kai -- View this message in context: http://www.nabble.com/Execute-RT-CLI-on-a-foreign-machine-%28XP%29--tp20015700p20015700.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From v.wawryk at science-computing.de Thu Oct 16 11:31:54 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Thu, 16 Oct 2008 17:31:54 +0200 Subject: [rt-users] help with scrip In-Reply-To: <48F756AD.9050700@science-computing.de> References: <48F756AD.9050700@science-computing.de> Message-ID: <48F75E6A.4090508@science-computing.de> > my code looks like this: > > if ($self->TransactionObj->Type eq "Create" && > $self->TicketObj->Subject !=~ /[P|p]roje[c|k]t: / || > $self->TicketObj->Subject !=~/[A|a]kut: / ) > --snip-- sorry, for bothering you. it actually works, the problem was something else in my code which prevented my scrip to run through. Bye Violetta -- 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 gcadieux at securetechnologies.ca Thu Oct 16 11:36:53 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 16 Oct 2008 11:36:53 -0400 Subject: [rt-users] Execute RT CLI on a foreign machine (XP)? In-Reply-To: <20015700.post@talk.nabble.com> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053B8@sticore.securetechnologies.ca.local> cygwin + perl + rtshell? you could end up writing to output to a file on your XP box's filesystem if i'm not mistaken.. -gabe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of kschmitte Sent: Thursday, October 16, 2008 10:31 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Execute RT CLI on a foreign machine (XP)? Hello All, what would I need to do to run the RT CLI on my software development machine (WinXP) against a RT-Installation on a Linux Server? What files do I need to copy/install on my machine? How would I handle the login to RT? I have already installed Perl, but I assume that is not enough. RT version in use is 3.6.5, Linux is Ubuntu 8. Idea is to easily code a ticket data aggregation (for later reporting) by using the CLI to get the number of tickets. Or is there any better way to get access? If this doesn't work I would use direct SQL on the DB, but from the mailings in this list I understood that using TicketSQL is preferred. Thanks for any help! Kai -- View this message in context: http://www.nabble.com/Execute-RT-CLI-on-a-foreign-machine-%28XP%29--tp20015700p20015700.html Sent from the Request Tracker - User mailing list archive at Nabble.com. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From gleduc at mail.sdsu.edu Thu Oct 16 13:07:41 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 16 Oct 2008 10:07:41 -0700 Subject: [rt-users] help with scrip In-Reply-To: <48F75E6A.4090508@science-computing.de> References: <48F756AD.9050700@science-computing.de> <48F75E6A.4090508@science-computing.de> Message-ID: <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> Actually I think you should put the || phrase in parentheses like so: > > if ($self->TransactionObj->Type eq "Create" && > > ($self->TicketObj->Subject !=~ /[P|p]roje[c|k]t: / || > > $self->TicketObj->Subject !=~/[A|a]kut: / ) ) I'm pretty sure that && is a higher precedence than ||, so the result without parentheses would be the same as ( ( A && B ) || C ) instead of ( A && ( B || C )) which is what you described. At 08:31 AM 10/16/2008, Violetta Wawryk wrote: > > my code looks like this: > > > > if ($self->TransactionObj->Type eq "Create" && > > $self->TicketObj->Subject !=~ /[P|p]roje[c|k]t: / || > > $self->TicketObj->Subject !=~/[A|a]kut: / ) > > --snip-- > >sorry, for bothering you. it actually works, the problem was something >else in my code which prevented my scrip to run through. > >Bye >Violetta -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Thu Oct 16 15:03:51 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 16 Oct 2008 12:03:51 -0700 Subject: [rt-users] create ticket from email In-Reply-To: References: Message-ID: <48F79017.2060606@lbl.gov> Monti, I believe you have to set your configuration to allow the queues to accept email directly to the correspondance email address. Kenn LBNL On 10/15/2008 10:10 AM, Monti gmail wrote: > According to the documents I looked in, it is only possible to create > new ticket is from WEB and CLI, I could not find how to create ticket > from email. > is it possible? > is it requires any customizations? > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Rich.West at wesmo.com Thu Oct 16 17:38:10 2008 From: Rich.West at wesmo.com (Rich West) Date: Thu, 16 Oct 2008 17:38:10 -0400 Subject: [rt-users] RT::Authen::ExternalAuth debugging In-Reply-To: <48F6C723.6030801@ias.edu> References: <48F65DF4.5070707@wesmo.com> <6c4112900810151432t4ec8b820s348baf08f67b8dcb@mail.gmail.com> <48F67367.1070400@wesmo.com> <48F6C723.6030801@ias.edu> Message-ID: <48F7B442.5070401@wesmo.com> Spoke with a few of the folks on the #rt irc channel off of irc.perl.org and managed to get this working. Hooray. I do have one question, though.. if a ticket is submitted via email, how will it get associated to the proper user? or: How can I make sure that user with the account "testuser" in Active Directory / LDAP can send email in to RT using their testuser at mydomain.coom email address, and it would be associated properly to "testuser"? The simple piece was that was missing from my setup was the fact that I needed to activate the plugin (duh) via the following in RT_SiteConfig.pm: Set(@Plugins, qw(RT::Authen::ExternalAuth)); Additionally, I had to copy: local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth to: local/html/Callbacks/ExternalAuth/autohandler/Auth Then patch that file (local/html/Callbacks/ExternalAuth/autohandler/Auth): --- lib/RT/User_Vendor.pm (revision 40675) +++ lib/RT/User_Vendor.pm (revision 40676) @@ -348,7 +348,7 @@ return (undef); } - if ( $self->PrincipalObj->Disabled ) { + if ( $self->PrincipalObj && $self->PrincipalObj->Disabled ) { $RT::Logger->info("Disabled user " . $self->Name . " tried to log in" ); return (undef); Once I did that and restarted the web server, AD and local authentication started working. Hooray. :) -Rich Alan Cheng wrote: > Rich, > > (1) You should see something similar in your RT log if it is indeed > trying to authenticate against your AD. > > [Thu Oct 16 00:25:12 2008] [info]: RT::User::IsExternalPassword > External Auth OK > ( MY_LDAP ): alan > (/usr/local/rt381/bin/../local/lib/RT/User_Vendor.pm:281) > > [Thu Oct 16 00:25:12 2008] [debug]: RT::User::IsPassword External auth > SUCCEEDED > (/usr/local/rt381/bin/../local/lib/RT/User_Vendor.pm:360) > > (2) Backup your RT_SiteConfig.pm and reduce the match_list to > something like this and test again: > > # The list of RT attributes that uniquely identify a user > 'attr_match_list' => [ 'Name', > 'EmailAddress', > ], > > It took me some efforts to get LDAP authentication against SUN > Directory Server 6.3 to work so keep trying! :) > http://www.gossamer-threads.com/lists/rt/users/79313?search_string=TLS;#79313 > > Good Luck! > > Alan > > Rich West wrote: >> Thanks for the debug link and the quick help! I wasn't sure what >> value to put in there, but, alas, the Wiki to the rescue. :) >> >> Those links were the ones that I followed. It just doesn't seem to >> even attempt an AD auth ("testuser" exists in AD): >> [Wed Oct 15 22:42:06 2008] [error]: FAILED LOGIN for testuser from >> 10.100.10.6 >> (/var/www/html/help.ourdomain.local/share/html/autohandler:265) >> >> I have this bizarre feeling like I am missing just one important >> piece of the puzzle... >> >> -Rich >> >> Eli Altman wrote: >>> >>> Andrew, if you?d like to get ExternalAuth working there are scores >>> of people who have set it up successfully.. so don?t give up. I >>> have 3.8.1 with AuthenExternalAuth LDAP working just fine. It also >>> autocreates users in the RT db as needed. Rich, here is the link >>> for the logging debug setup: >>> >>> >>> >>> http://wiki.bestpractical.com/view/Debug >>> >>> >>> >>> Here is the instruction lineup, read them all carefully. >>> >>> >>> >>> http://wiki.bestpractical.com/view/ExternalAuth - Read the >>> ?Post-Install? section >>> >>> >>> >>> http://www.gossamer-threads.com/lists/rt/users/77286 >>> >>> http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% >>> >>> >>> >>> >>> If you go to the #rt irc channel I?d be happy to help solve >>> ExternalAuth issues. >>> >>> >>> >>> Elias (whitman on #rt) >>> From ravisarma at bell-labs.com Thu Oct 16 18:29:40 2008 From: ravisarma at bell-labs.com (Ravi Narayan Sarma) Date: Thu, 16 Oct 2008 18:29:40 -0400 Subject: [rt-users] Custom fields and Callbacks Message-ID: <6C8FCA0C-A457-408F-A266-7A197660BFBC@bell-labs.com> Hello all, I have a question that I hope someone will be kind enough to answer: I am trying to use Callbacks to modify a CustomField. The details: I have a custom field called "Bugs", in which Bugzilla bugs related to an RT ticket can be entered. Using RT's straightforward configuration settings, I have set up the custom field display to link to the Bugzilla web page for the bug. Now I want to try something more ambitious. I want to reflect the status of the bug in the displayed custom field text, by striking out the bug number(s) if it/they are in Bugzilla state RESOLVED, VERIFIED or CLOSED. I can do the Perl part to get the status from Bugzilla. What I am flummoxed by is how to use Callbacks (or something else, if you so suggest) to modify the text displayed. I peeked into Ticket/Elements/ShowCustomFields and noticed that it just seems to load Elements/ShowCustomFields. As far as I can tell, that latter file has two Callbacks, neither of which is a default callback. The two callbacks are: ShowComponentName MassageCustomFields Somehow, I feel neither of these will do the trick for me, but even before I face that, I find that I am unable to even get these callbacks to be invoked. I created files at: RTroot/Callbacks/Yangtze/Ticket/Elements/ShowCustomFields with the above names, and wrote some simple code to display something different. I restarted the web server and reloaded a ticket page (shift-reload to defeat browser side cache), but it did not display my changes. I am following the same procedure I used to create a callback for ShowMessageStanza which link'ifies mentions of other tickets, which does work. Creating a Default callback for ShowCustomFields doesn't work either. I tried using Data::Dumper to dump the arguments to the callback into a temporary file but that didn't work either. What am I doing wrong? And is using Callbacks even the right approach? Thank you, --ravi From eli at gmnameplate.com Thu Oct 16 19:09:59 2008 From: eli at gmnameplate.com (Eli Altman) Date: Thu, 16 Oct 2008 16:09:59 -0700 Subject: [rt-users] RT::Authen::ExternalAuth debugging In-Reply-To: <48F7B442.5070401@wesmo.com> References: <48F65DF4.5070707@wesmo.com> <6c4112900810151432t4ec8b820s348baf08f67b8dcb@mail.gmail.com> <48F67367.1070400@wesmo.com> <48F6C723.6030801@ias.edu> <48F7B442.5070401@wesmo.com> Message-ID: Rich, grant CreateTicket ReplyToTicket, ShowTicket to Unprivileged group. Have you successfully setup the mailgate to accept emails? IMHO I think the best setup is creating an rt user on the RT box, use fetchmail to retrieve the mail from another server on a cron and set the mta to the rt-mailgate within .fetchmailrc directly. This way, if the RT box itself goes down you'll have a normal email account to check for incoming requests. Otherwise, if the mailgate or a mail server on the RT box is malfunctioning, it could bounce the mail back to the user. Once that's setup correctly, the user will be autocreated the first time they send an email to RT. They will also show up as the Requestor for the ticket. The owner of the ticket can be set any number of ways, but by default it is owned by Nobody. This way the ticket shows up in the 'top 10 unowned tickets.' Elias -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rich West Sent: Thursday, October 16, 2008 2:38 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Authen::ExternalAuth debugging Spoke with a few of the folks on the #rt irc channel off of irc.perl.org and managed to get this working. Hooray. I do have one question, though.. if a ticket is submitted via email, how will it get associated to the proper user? or: How can I make sure that user with the account "testuser" in Active Directory / LDAP can send email in to RT using their testuser at mydomain.coom email address, and it would be associated properly to "testuser"? The simple piece was that was missing from my setup was the fact that I needed to activate the plugin (duh) via the following in RT_SiteConfig.pm: Set(@Plugins, qw(RT::Authen::ExternalAuth)); Additionally, I had to copy: local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth to: local/html/Callbacks/ExternalAuth/autohandler/Auth Then patch that file (local/html/Callbacks/ExternalAuth/autohandler/Auth): --- lib/RT/User_Vendor.pm (revision 40675) +++ lib/RT/User_Vendor.pm (revision 40676) @@ -348,7 +348,7 @@ return (undef); } - if ( $self->PrincipalObj->Disabled ) { + if ( $self->PrincipalObj && $self->PrincipalObj->Disabled ) { $RT::Logger->info("Disabled user " . $self->Name . " tried to log in" ); return (undef); Once I did that and restarted the web server, AD and local authentication started working. Hooray. :) -Rich Alan Cheng wrote: > Rich, > > (1) You should see something similar in your RT log if it is indeed > trying to authenticate against your AD. > > [Thu Oct 16 00:25:12 2008] [info]: RT::User::IsExternalPassword > External Auth OK > ( MY_LDAP ): alan > (/usr/local/rt381/bin/../local/lib/RT/User_Vendor.pm:281) > > [Thu Oct 16 00:25:12 2008] [debug]: RT::User::IsPassword External auth > SUCCEEDED > (/usr/local/rt381/bin/../local/lib/RT/User_Vendor.pm:360) > > (2) Backup your RT_SiteConfig.pm and reduce the match_list to > something like this and test again: > > # The list of RT attributes that uniquely identify a user > 'attr_match_list' => [ 'Name', > 'EmailAddress', > ], > > It took me some efforts to get LDAP authentication against SUN > Directory Server 6.3 to work so keep trying! :) > http://www.gossamer-threads.com/lists/rt/users/79313?search_string=TLS;#79313 > > Good Luck! > > Alan > > Rich West wrote: >> Thanks for the debug link and the quick help! I wasn't sure what >> value to put in there, but, alas, the Wiki to the rescue. :) >> >> Those links were the ones that I followed. It just doesn't seem to >> even attempt an AD auth ("testuser" exists in AD): >> [Wed Oct 15 22:42:06 2008] [error]: FAILED LOGIN for testuser from >> 10.100.10.6 >> (/var/www/html/help.ourdomain.local/share/html/autohandler:265) >> >> I have this bizarre feeling like I am missing just one important >> piece of the puzzle... >> >> -Rich >> >> Eli Altman wrote: >>> >>> Andrew, if you?d like to get ExternalAuth working there are scores >>> of people who have set it up successfully.. so don?t give up. I >>> have 3.8.1 with AuthenExternalAuth LDAP working just fine. It also >>> autocreates users in the RT db as needed. Rich, here is the link >>> for the logging debug setup: >>> >>> >>> >>> http://wiki.bestpractical.com/view/Debug >>> >>> >>> >>> Here is the instruction lineup, read them all carefully. >>> >>> >>> >>> http://wiki.bestpractical.com/view/ExternalAuth - Read the >>> ?Post-Install? section >>> >>> >>> >>> http://www.gossamer-threads.com/lists/rt/users/77286 >>> >>> http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% >>> >>> >>> >>> >>> If you go to the #rt irc channel I?d be happy to help solve >>> ExternalAuth issues. >>> >>> >>> >>> Elias (whitman on #rt) >>> _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From todd at theherrs.net Thu Oct 16 22:24:09 2008 From: todd at theherrs.net (Todd Herr) Date: Thu, 16 Oct 2008 22:24:09 -0400 Subject: [rt-users] Upgrading from 3.6.0 to 3.8.1 - cpansign -v fails - GnuPG::Interface and Module::Versions::Report Message-ID: <48F7F749.6000205@theherrs.net> Hi. I'm going through the "make fixdeps" step of an upgrade to 3.8.1, and I'm running into problems installing/upgrading two perl modules. Here's what "make testdeps" reports: SOME DEPENDENCIES WERE MISSING. GPG missing dependencies: GnuPG::Interface...MISSING CORE missing dependencies: Module::Versions::Report >= 1.05...MISSING Module::Versions::Report version 1.05 required--this is only version 1.02 make: *** [testdeps] Error 1 I can't manage to install/upgrade those perl modules, because their GPG signatures are not properly verifying. Here's what cpansign -v reports for Module-Versions-Report-1.05: Executing gpg --verify --batch --no-tty --keyserver=hkp://pgp.mit.edu:11371 --keyserver-options=auto-key-retrieve SIGNATURE gpg: Signature made Fri Jun 13 15:30:32 2008 EDT using DSA key ID 108E4046 gpg: Good signature from "Jesse Vincent " gpg: aka "Jesse Vincent " gpg: aka "Jesse Vincent " gpg: WARNING: This key is not certified with a trusted signature! gpg: There is no indication that the signature belongs to the owner. Primary key fingerprint: AB4A 62CF 1A1A 119A 0462 39D6 122F 5DF7 108E 4046 --- SIGNATURE 2008-06-13 15:30:34.000000000 -0400 +++ - 2008-10-16 22:19:33.048637000 -0400 @@ -17,7 +17,7 @@ SHA1 bab979585b69021cd5060cc9d961382dee57c852 ChangeLog SHA1 5100a6effb9d891380cdef4568fd1b76256374a1 MANIFEST SHA1 b06a8885d1afbe56e1601b4950784b2dfc0a5208 MANIFEST.SKIP -SHA1 f989d5dce8c4cabe64fb945934be60116750ef8e META.yml +SHA1 96306e2dbb0a716c928f66f0b9eb3492caad0416 META.yml SHA1 13483ba20165e50ad24143c1a8a017f83bffe094 Makefile.PL SHA1 c1ef7c52be72b6f5c504fdc57bf5b8e438f80193 README SHA1 6d28fb26b7ebffb34df6363e8671cd1dc74ae917 lib/Module/Versions/Report.pm ==> MISMATCHED content between SIGNATURE and distribution files! <== and here's what I get for cpansign -v for GnuPG-Interface-0.36: Executing gpg --verify --batch --no-tty --keyserver=hkp://pgp.mit.edu:11371 --keyserver-options=auto-key-retrieve SIGNATURE gpg: Signature made Mon Aug 13 12:25:15 2007 EDT using DSA key ID 108E4046 gpg: Good signature from "Jesse Vincent " gpg: aka "Jesse Vincent " gpg: aka "Jesse Vincent " gpg: WARNING: This key is not certified with a trusted signature! gpg: There is no indication that the signature belongs to the owner. Primary key fingerprint: AB4A 62CF 1A1A 119A 0462 39D6 122F 5DF7 108E 4046 --- SIGNATURE 2007-08-13 12:25:15.000000000 -0400 +++ - 2008-10-16 22:21:03.929275000 -0400 @@ -16,7 +16,8 @@ SHA1 187c2cfc1fc31d42c18d5b1653afa1a905bf266c COPYING SHA1 5df20960703ba8651c67f36ed4ed601e0d0d4406 ChangeLog -SHA1 ae07f475fb7a1668d2ffcfe090f99961ddb77d41 MANIFEST +SHA1 9da791ec2e2601cd2ec44553c319820ef4de6c0d MANIFEST +SHA1 ed72de33d3749888766ced62d18d95df9ad7e74d META.yml SHA1 7beeb96d32ce9fd224db1fe25052960fe640c464 Makefile.PL SHA1 d6e32c5128419cdbfe6e6f846ff7f64fc0adac2f NEWS SHA1 1047dc54823b1321e939274dd261d8e40febee24 README ==> MISMATCHED content between SIGNATURE and distribution files! <== Both modules were downloaded from CPAN today, October 16. Jesse, I know you're a frequent poster to this list, so I'm hoping you can give me some clues here. Thank you all for your time. -- Todd Herr From jesse at bestpractical.com Fri Oct 17 02:34:49 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 17 Oct 2008 08:34:49 +0200 Subject: [rt-users] Adding additional Grouped by fields to bar and pie charts (3.8.1) In-Reply-To: <48D1E7216E619D45856C6BC36D2F067306B7FBB9@kaplanitmail1.alpha.kaplaninc.com> References: <48D1E7216E619D45856C6BC36D2F067306B7FBB9@kaplanitmail1.alpha.kaplaninc.com> Message-ID: <20081017063449.GP36911@10.32.24.172.in-addr.arpa> On Tue 7.Oct'08 at 20:01:52 -0400, David Anderson wrote: > When I create a query and select to view a chart of it, I can select a > drop down with a list of group by fields that allows me to organize my > chart. Does anyone know how I would go about adding additional Group by > options to RT? I want to create a group by chart for my dashboard for > things like priority, weekly trends, etc We don't yet have this functionality, but I'd love to see it done. -jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From amitsha at gmail.com Fri Oct 17 03:22:34 2008 From: amitsha at gmail.com (AMIT K. SHARMA ( Gmail )) Date: Fri, 17 Oct 2008 12:52:34 +0530 Subject: [rt-users] Issue Installing RT Message-ID: <37dc0aa60810170022i1f37bd3dv42f53a1f16dc50b1@mail.gmail.com> Hi, I am struggling for installing RT on a linux box. During the installation its not able to find all the dependencies. the following 2 are missing and i am unable to find it on the net. Time-Parseclate Mail-mimer Any help would be appreciated. ~Amit -------------- next part -------------- An HTML attachment was scrubbed... URL: From v.wawryk at science-computing.de Fri Oct 17 06:05:36 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Fri, 17 Oct 2008 12:05:36 +0200 Subject: [rt-users] help with scrip In-Reply-To: <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> References: <48F756AD.9050700@science-computing.de> <48F75E6A.4090508@science-computing.de> <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> Message-ID: <48F86370.2020600@science-computing.de> Hi Rene, brauch mal dringend hilfe vom perlguru. ich m?chte was abfrage und zwar wenn ich im subject akut *nicht* drinnen steht dann solls zutreffen $self->TicketObj->Subject !=~ /[A|a]kut: / --> tut nicht $self->TicketObj->Subject !~ /[A|a]kut: / --> tut nicht wie muss das denn richtig heissen wenn ich negieren will? $self->TicketObj->Subject =~ /[A|a]kut: / --> das tut wenns zutrifft Danke Violetta -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 From v.wawryk at science-computing.de Fri Oct 17 06:10:59 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Fri, 17 Oct 2008 12:10:59 +0200 Subject: [rt-users] help with scrip In-Reply-To: <48F86370.2020600@science-computing.de> References: <48F756AD.9050700@science-computing.de> <48F75E6A.4090508@science-computing.de> <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> <48F86370.2020600@science-computing.de> Message-ID: <48F864B3.3030201@science-computing.de> sorry, the german mail was not meant for the mailinglist *args* -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 From v.wawryk at science-computing.de Fri Oct 17 05:59:36 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Fri, 17 Oct 2008 11:59:36 +0200 Subject: [rt-users] help with scrip In-Reply-To: <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> References: <48F756AD.9050700@science-computing.de> <48F75E6A.4090508@science-computing.de> <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> Message-ID: <48F86208.1030000@science-computing.de> Hi, >> > if ($self->TransactionObj->Type eq "Create" && >> > ($self->TicketObj->Subject !=~ /[P|p]roje[c|k]t: / || >> > $self->TicketObj->Subject !=~/[A|a]kut: / ) ) > > I'm pretty sure that && is a higher precedence than ||, so the result > without parentheses would be the same as ( ( A && B ) || C ) instead of > ( A && ( B || C )) which is what you described. I understand that now. Thank you. But I found out my scrip is not working because of the wrong regex. $self->TicketObj->Subject !=~ /[A|a]kut: / --> doesn't work $self->TicketObj->Subject !~ /[A|a]kut: / --> doesn't work what would be the right expression to make it negative? $self->TicketObj->Subject =~ /[A|a]kut: / --> does work for positiv Thanks Violetta -- 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 Jason.Doran at nuim.ie Fri Oct 17 06:52:11 2008 From: Jason.Doran at nuim.ie (Jason Doran) Date: Fri, 17 Oct 2008 11:52:11 +0100 Subject: [rt-users] RT-Authen-ExternalAuth-0.05 Message-ID: <26C55E1F-929F-4F88-AD72-E8034CCEE270@nuim.ie> Hi, I am using RT-Authen-ExternalAuth-0.05 and all is generally good. Our users are in OpenLDAP which looks something like the following. dc=ourdomain,dc=ie ou=Users ou=Students ou=50 uid=501...... uid=502... ou=51 uid=511...... uid=512... All staff emails auto-create an account when email is first sent to RT or when they logon to self-service. External gmail type accounts are OK as well. However, our student accounts generate the below errors. All student account uids are basically their 8 digit student number and emails are of form JOE.BLOGGS.2009 at ourdomain.ie. I have given 'Everyone' permissions on the relevant queue. Does anyone have any ideas as to why one group of users work but not others. Obvious differences between accounts are that uids for students are all numeric, and their LDAP branch is organised a little differently, but when an email is sent it finds the relevant attrs. from OpenLDAP. When I logon using my credentials, in LDAP log I see a SRCH and then a BIND. But nothing appears when trying a student account self-service login. [root at xxxxx ~]# tail -f /var/log/ldap.log|grep "jbloggs" Oct 17 11:23:14 xxx slapd[29302]: conn=2505948 op=2 SRCH base="dc=ourdomain,dc=ie" scope=2 deref=2 filter="(&(objectClass=posixAccount)(uid=jbloggs))" Oct 17 11:23:15 xxx slapd[29302]: conn=2505950 op=3 BIND dn="uid=jbloggs,ou=Users,dc=ourdomain,dc=ie" method=128 Regards, Jason Error when email sent ------------------------------ Oct 17 10:58:08 rtsandbox RT: RT::User::LookupExternalUserInfo : Returning: EmailAddress: , Name: , RealName: (/opt/rt3/bin/../local/ lib/RT/User_Vendor.pm:703) Oct 17 10:58:08 rtsandbox RT: RT::User::LookupExternalUserInfo : Returning: EmailAddress: JOE.BLOGGS.2009 at ourdomain.ie, ExternalAuthId: 98765432, Name: 98765432, Organization: NUIM, RealName: JOE BLOGGS(/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:703) Oct 17 10:58:08 rtsandbox RT: RT::User::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: JOE.BLOGGS.2009 at ourdomain.ie , ExternalAuthId: 98765432, Name: 98765432, Organization: NUIM, Password: , Privileged: 0, RealName: JOE BLOGGS(/opt/rt3/bin/../local/ lib/RT/User_Vendor.pm:444) Oct 17 10:58:08 rtsandbox RT: Could not create a new user - Comments- Autocreated on ticket submission-RealName-JOE BLOGGS-EmailAddress-JOE.BLOGGS.2009 at ourdomain.ie-Password- *NO-PASSWORD*-Name-98765432-Organization-NUIM-ExternalAuthId-98765432 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:201) Oct 17 10:58:08 rtsandbox RT: User creation failed in mailgateway: Could not create user (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) Oct 17 10:58:09 rtsandbox RT: Couldn't load user 'JOE.BLOGGS.2009 at ourdomain.ie '.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:806) Oct 17 10:58:09 rtsandbox RT: User 'JOE.BLOGGS.2009 at ourdomain.ie' could not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/ Interface/Email.pm:244) Oct 17 10:58:09 rtsandbox RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (JOE.BLOGGS.2009 at ourdomain.ie). You might need to grant 'Everyone' the right 'CreateTicket' for the queue support_pre. (/opt/ rt3/bin/../lib/RT/Interface/Email.pm:244) Oct 17 10:58:09 rtsandbox RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) Oct 17 10:58:09 rtsandbox RT: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) Error on Logon to Self Service ------------------------------ Oct 17 11:05:12 rtsandbox RT: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113) Oct 17 11:05:13 rtsandbox RT: Use of uninitialized value in join or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22, line 514. (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:208) Oct 17 11:05:13 rtsandbox RT: My_LDAP AUTH FAILED: User not found or more than one user found (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm: 208) Oct 17 11:05:13 rtsandbox RT: Use of uninitialized value in join or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22, line 514. (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:294) Oct 17 11:05:13 rtsandbox RT: RT::User::IsExternalPassword External Auth Failed: (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:294) Oct 17 11:05:13 rtsandbox RT: Use of uninitialized value in join or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22, line 514. (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:305) Oct 17 11:05:13 rtsandbox RT: RT::User::IsInternalPassword AUTH FAILED (no passwd): (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:305) Oct 17 11:05:13 rtsandbox RT: FAILED LOGIN for 98765432 from 149.xx.xx.xx (/opt/rt3/share/html/autohandler:265) From v.wawryk at science-computing.de Fri Oct 17 10:16:40 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Fri, 17 Oct 2008 16:16:40 +0200 Subject: [rt-users] scrip change customfieldvalue on certain value Message-ID: <48F89E48.8050700@science-computing.de> Hi, has anyone a scrip or an idea how my condition for the following situation has to be written? My customfield called "CFA" has for example the value "value1" and "value2". The value is currently set to "value1". I now want my scrip to check wheather the value has changed and to which value it has changed. And that is exactly my problem. How do I check what the new value is? The first part would be: if ($self->TransactionObj->Type eq "CustomField" && and what comes after && ?? Thanks a lot for your help! Violetta -- ________________________________ creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- 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 tbutkiewicz at cybermind.biz Fri Oct 17 10:39:12 2008 From: tbutkiewicz at cybermind.biz (Timothy Butkiewicz) Date: Fri, 17 Oct 2008 10:39:12 -0400 Subject: [rt-users] E-mail Templates are only a single character Message-ID: I applied the following (sql.queries output) to our RT database (mysql 4.1.18) and now my e-mail templates only list a single character. It appears to be the first character of the template. Like S or R. ALTER DATABASE rt3 DEFAULT CHARACTER SET utf8; ALTER TABLE ACL DEFAULT CHARACTER SET utf8; ALTER TABLE Attachments DEFAULT CHARACTER SET utf8; ALTER TABLE Attachments MODIFY Subject VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Filename VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Headers LONGBLOB NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Content LONGBLOB NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Attributes DEFAULT CHARACTER SET utf8; ALTER TABLE Attributes MODIFY ContentType VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Attributes MODIFY ContentType VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Attributes MODIFY Content BLOB NULL DEFAULT NULL; ALTER TABLE Attributes MODIFY Description VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Attributes MODIFY Description VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Attributes MODIFY Name VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Attributes MODIFY Name VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Attributes MODIFY ObjectType VARBINARY(64) NULL DEFAULT NULL; ALTER TABLE Attributes MODIFY ObjectType VARCHAR(64) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE CustomFields DEFAULT CHARACTER SET utf8; ALTER TABLE CustomFields MODIFY Pattern BLOB NULL DEFAULT NULL; ALTER TABLE CustomFields MODIFY Pattern TEXT CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE CustomFields MODIFY LookupType VARBINARY(255) NOT NULL DEFAULT ''; ALTER TABLE CustomFields MODIFY LookupType VARCHAR(255) CHARACTER SET ascii NOT NULL DEFAULT ''; ALTER TABLE CustomFields MODIFY Type VARBINARY(200) NULL DEFAULT NULL; ALTER TABLE CustomFields MODIFY Type VARCHAR(200) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE CustomFields MODIFY Description VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE CustomFields MODIFY Description VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE CustomFields MODIFY Name VARBINARY(200) NULL DEFAULT NULL; ALTER TABLE CustomFields MODIFY Name VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE CustomFieldValues DEFAULT CHARACTER SET utf8; ALTER TABLE CustomFieldValues MODIFY Description VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE CustomFieldValues MODIFY Description VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE CustomFieldValues MODIFY Name VARBINARY(200) NULL DEFAULT NULL; ALTER TABLE CustomFieldValues MODIFY Name VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE GroupMembers DEFAULT CHARACTER SET utf8; ALTER TABLE Groups DEFAULT CHARACTER SET utf8; ALTER TABLE Groups MODIFY Domain VARBINARY(64) NULL DEFAULT NULL; ALTER TABLE Groups MODIFY Domain VARCHAR(64) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Groups MODIFY Type VARBINARY(64) NULL DEFAULT NULL; ALTER TABLE Groups MODIFY Type VARCHAR(64) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Groups MODIFY Description VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Groups MODIFY Description VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Groups MODIFY Name VARBINARY(200) NULL DEFAULT NULL; ALTER TABLE Groups MODIFY Name VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Links DEFAULT CHARACTER SET utf8; ALTER TABLE Links MODIFY Target VARBINARY(240) NULL DEFAULT NULL; ALTER TABLE Links MODIFY Target VARCHAR(240) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Links MODIFY Base VARBINARY(240) NULL DEFAULT NULL; ALTER TABLE Links MODIFY Base VARCHAR(240) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Links MODIFY Type VARBINARY(20) NOT NULL DEFAULT ''; ALTER TABLE Links MODIFY Type VARCHAR(20) CHARACTER SET ascii NOT NULL DEFAULT ''; ALTER TABLE ObjectCustomFields DEFAULT CHARACTER SET utf8; ALTER TABLE ObjectCustomFieldValues DEFAULT CHARACTER SET utf8; ALTER TABLE ObjectCustomFieldValues MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL; ALTER TABLE ObjectCustomFieldValues MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE ObjectCustomFieldValues MODIFY LargeContent LONGBLOB NULL DEFAULT NULL; ALTER TABLE ObjectCustomFieldValues MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL; ALTER TABLE ObjectCustomFieldValues MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE ObjectCustomFieldValues MODIFY Content VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE ObjectCustomFieldValues MODIFY Content VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE ObjectCustomFieldValues MODIFY ObjectType VARBINARY(255) NOT NULL DEFAULT ''; ALTER TABLE ObjectCustomFieldValues MODIFY ObjectType VARCHAR(255) CHARACTER SET ascii NOT NULL DEFAULT ''; ALTER TABLE Principals DEFAULT CHARACTER SET utf8; ALTER TABLE Principals MODIFY PrincipalType VARBINARY(16) NOT NULL DEFAULT ''; ALTER TABLE Principals MODIFY PrincipalType VARCHAR(16) CHARACTER SET ascii NOT NULL DEFAULT ''; ALTER TABLE Queues DEFAULT CHARACTER SET utf8; ALTER TABLE Queues MODIFY CorrespondAddress VARBINARY(120) NULL DEFAULT NULL; ALTER TABLE Queues MODIFY CorrespondAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Queues MODIFY CommentAddress VARBINARY(120) NULL DEFAULT NULL; ALTER TABLE Queues MODIFY CommentAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Queues MODIFY Description VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Queues MODIFY Description VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Queues MODIFY Name VARBINARY(200) NOT NULL DEFAULT ''; ALTER TABLE Queues MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; ALTER TABLE ScripActions DEFAULT CHARACTER SET utf8; ALTER TABLE ScripActions MODIFY Argument VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE ScripActions MODIFY ExecModule VARBINARY(60) NULL DEFAULT NULL; ALTER TABLE ScripActions MODIFY ExecModule VARCHAR(60) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE ScripActions MODIFY Description VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE ScripActions MODIFY Description VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE ScripActions MODIFY Name VARBINARY(200) NULL DEFAULT NULL; ALTER TABLE ScripActions MODIFY Name VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE ScripConditions DEFAULT CHARACTER SET utf8; ALTER TABLE ScripConditions MODIFY ApplicableTransTypes VARBINARY(60) NULL DEFAULT NULL; ALTER TABLE ScripConditions MODIFY ApplicableTransTypes VARCHAR(60) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE ScripConditions MODIFY Argument VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE ScripConditions MODIFY ExecModule VARBINARY(60) NULL DEFAULT NULL; ALTER TABLE ScripConditions MODIFY ExecModule VARCHAR(60) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE ScripConditions MODIFY Description VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE ScripConditions MODIFY Description VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE ScripConditions MODIFY Name VARBINARY(200) NULL DEFAULT NULL; ALTER TABLE ScripConditions MODIFY Name VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Scrips DEFAULT CHARACTER SET utf8; ALTER TABLE Scrips MODIFY CustomPrepareCode BLOB NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY CustomPrepareCode TEXT CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY CustomIsApplicableCode BLOB NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY CustomIsApplicableCode TEXT CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY ActionRules BLOB NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY ActionRules TEXT CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY CustomCommitCode BLOB NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY CustomCommitCode TEXT CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY Stage VARBINARY(32) NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY Stage VARCHAR(32) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY Description VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY Description VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY ConditionRules BLOB NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY ConditionRules TEXT CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE sessions DEFAULT CHARACTER SET utf8; ALTER TABLE sessions MODIFY id VARBINARY(32) NOT NULL DEFAULT ''; ALTER TABLE sessions MODIFY a_session CHAR NULL DEFAULT NULL; ALTER TABLE Templates DEFAULT CHARACTER SET utf8; ALTER TABLE Templates MODIFY Type VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Type VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Language VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Language VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Content CHAR NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Content BLOB NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Description VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Description VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Name VARBINARY(200) NOT NULL DEFAULT ''; ALTER TABLE Templates MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; ALTER TABLE Tickets DEFAULT CHARACTER SET utf8; ALTER TABLE Tickets MODIFY Status VARBINARY(10) NULL DEFAULT NULL; ALTER TABLE Tickets MODIFY Status VARCHAR(10) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Tickets MODIFY Type VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Tickets MODIFY Type VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Tickets MODIFY Subject VARBINARY(200) NULL DEFAULT '[no subject]'; ALTER TABLE Tickets MODIFY Subject VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT '[no subject]'; ALTER TABLE Transactions DEFAULT CHARACTER SET utf8; ALTER TABLE Transactions MODIFY Field VARBINARY(40) NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY Field VARCHAR(40) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY Type VARBINARY(20) NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY Type VARCHAR(20) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY OldValue VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY OldValue VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY NewValue VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY NewValue VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY ReferenceType VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY ReferenceType VARCHAR(255) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY Data VARBINARY(100) NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY Data VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Transactions MODIFY ObjectType VARBINARY(64) NOT NULL DEFAULT ''; ALTER TABLE Transactions MODIFY ObjectType VARCHAR(64) CHARACTER SET ascii NOT NULL DEFAULT ''; ALTER TABLE Users DEFAULT CHARACTER SET utf8; ALTER TABLE Users MODIFY WebEncoding VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Users MODIFY AuthSystem VARBINARY(30) NULL DEFAULT NULL; ALTER TABLE Users MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY PGPKey BLOB NULL DEFAULT NULL; ALTER TABLE Users MODIFY Password VARBINARY(40) NULL DEFAULT NULL; ALTER TABLE Users MODIFY MobilePhone VARBINARY(30) NULL DEFAULT NULL; ALTER TABLE Users MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY WorkPhone VARBINARY(30) NULL DEFAULT NULL; ALTER TABLE Users MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY PagerPhone VARBINARY(30) NULL DEFAULT NULL; ALTER TABLE Users MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY ExternalContactInfoId VARBINARY(100) NULL DEFAULT NULL; ALTER TABLE Users MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY ContactInfoSystem VARBINARY(30) NULL DEFAULT NULL; ALTER TABLE Users MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY HomePhone VARBINARY(30) NULL DEFAULT NULL; ALTER TABLE Users MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY Address1 VARBINARY(200) NULL DEFAULT NULL; ALTER TABLE Users MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY ExternalAuthId VARBINARY(100) NULL DEFAULT NULL; ALTER TABLE Users MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY Comments CHAR NULL DEFAULT NULL; ALTER TABLE Users MODIFY Comments BLOB NULL DEFAULT NULL; ALTER TABLE Users MODIFY NickName VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Users MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY Address2 VARBINARY(200) NULL DEFAULT NULL; ALTER TABLE Users MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY Timezone VARBINARY(50) NULL DEFAULT NULL; ALTER TABLE Users MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Users MODIFY FreeformContactInfo CHAR NULL DEFAULT NULL; ALTER TABLE Users MODIFY FreeformContactInfo BLOB NULL DEFAULT NULL; ALTER TABLE Users MODIFY RealName VARBINARY(120) NULL DEFAULT NULL; ALTER TABLE Users MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY City VARBINARY(100) NULL DEFAULT NULL; ALTER TABLE Users MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL; ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Users MODIFY EmailEncoding VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Users MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Users MODIFY State VARBINARY(100) NULL DEFAULT NULL; ALTER TABLE Users MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY Signature CHAR NULL DEFAULT NULL; ALTER TABLE Users MODIFY Signature BLOB NULL DEFAULT NULL; ALTER TABLE Users MODIFY Zip VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Users MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY Organization VARBINARY(200) NULL DEFAULT NULL; ALTER TABLE Users MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY Lang VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Users MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Users MODIFY Gecos VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Users MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY Country VARBINARY(50) NULL DEFAULT NULL; ALTER TABLE Users MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Users MODIFY Name VARBINARY(200) NOT NULL DEFAULT ''; ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; I went through each of the templates and updated them with the full text, but upon creating a ticket, rt logs the following: [Fri Oct 17 14:27:56 2008] [debug]: About to think about scrips for transaction #2056453 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Fri Oct 17 14:27:56 2008] [debug]: Committing scrip #108 on txn #2056452 of ticket #255478 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Fri Oct 17 14:27:56 2008] [info]: Auto assign ticket #255478 to user #1177810 ((eval 608):11) [Fri Oct 17 14:27:56 2008] [debug]: About to think about scrips for transaction #2056454 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Fri Oct 17 14:27:56 2008] [debug]: About to prepare scrips for transaction #2056454 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) [Fri Oct 17 14:27:56 2008] [debug]: Found 2 scrips for TransactionCreate stage with applicable type(s) Give (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Fri Oct 17 14:27:56 2008] [error]: Template parsing error: Can't find string terminator "'" anywhere before EOF at template line 11. Stack: [template:11] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:432] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:336] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312] [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:158] [/opt/rt3/bin/../lib/RT/Action/Notify.pm:69] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:435] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] [/opt/rt3/bin/../lib/RT/Record.pm:1419] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2796] [(eval 608):12] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:464] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:196] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:177] [/opt/rt3/bin/../lib/RT/Record.pm:1419] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:3250] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2961] [/opt/rt3/bin/../local/lib/RT/Interface/Email/Filter/TakeAction.pm:607] [/opt/rt3/bin/../local/lib/RT/Interface/Email/Filter/TakeAction.pm:409] [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1274] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt3/bin/../lib/RT/Template_Overlay.pm:427) [Fri Oct 17 14:27:56 2008] [debug]: About to commit scrips for transaction #2056454 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:176) From panu at colorplaza.com Fri Oct 17 11:18:52 2008 From: panu at colorplaza.com (Panu) Date: Fri, 17 Oct 2008 17:18:52 +0200 Subject: [rt-users] E-mail Templates are only a single character In-Reply-To: References: Message-ID: <48F8ACDC.4090904@colorplaza.com> > ALTER TABLE Templates MODIFY Content CHAR NULL DEFAULT NULL; > ALTER TABLE Templates MODIFY Content BLOB NULL DEFAULT NULL; I think this is the problem. I had the same happening to me. Ole Graig told me the following: --- cut --- the sql.queries file that I got out of running "etc/upgrade/schema.mysql-4.0-4.1.pl" contained some destructive transforms that I had to change. Several multi-character fields were temporarily transformed into type CHAR, which truncated them to a single character. Check your sql.queries file (e.g. 'grep " CHAR " sql.queries) and make sure you're not hitting the same thing; in my case, one of the fields that was thus truncated was in fact this same Templates.Content field. RT's templates don't work so good when they consist of only one character. :-) --- cut --- From tbutkiewicz at cybermind.biz Fri Oct 17 11:37:05 2008 From: tbutkiewicz at cybermind.biz (Timothy Butkiewicz) Date: Fri, 17 Oct 2008 11:37:05 -0400 Subject: [rt-users] E-mail Templates are only a single character In-Reply-To: <48F8ACDC.4090904@colorplaza.com> References: <48F8ACDC.4090904@colorplaza.com> Message-ID: Thanks I will check this. As it appears that my templates are hosed, could you send me a copy of the "Content" for one of your templates, say Autoreply? I pulled the data from initialdata, but rt.log spits an error: Template parsing error: Can't find string terminator "'" anywhere before EOF at template line 4. Somewhere I am missing a separator -----Original Message----- From: Panu [mailto:panu at colorplaza.com] Sent: Friday, October 17, 2008 11:19 AM To: rt-users at lists.bestpractical.com Cc: Timothy Butkiewicz Subject: Re: E-mail Templates are only a single character > ALTER TABLE Templates MODIFY Content CHAR NULL DEFAULT NULL; > ALTER TABLE Templates MODIFY Content BLOB NULL DEFAULT NULL; I think this is the problem. I had the same happening to me. Ole Graig told me the following: --- cut --- the sql.queries file that I got out of running "etc/upgrade/schema.mysql-4.0-4.1.pl" contained some destructive transforms that I had to change. Several multi-character fields were temporarily transformed into type CHAR, which truncated them to a single character. Check your sql.queries file (e.g. 'grep " CHAR " sql.queries) and make sure you're not hitting the same thing; in my case, one of the fields that was thus truncated was in fact this same Templates.Content field. RT's templates don't work so good when they consist of only one character. :-) --- cut --- From damon at thinkingphones.com Fri Oct 17 11:39:30 2008 From: damon at thinkingphones.com (Damon Miller) Date: Fri, 17 Oct 2008 08:39:30 -0700 Subject: [rt-users] Merged Ticket Performance Degredation Message-ID: <4A29003103C85E46A118982CC4731B89F89311@EXVBE005-2.exch005intermedia.net> Hi all, We're experiencing an issue with RT 3.6.1 wherein loading merged tickets results in severe performance degredation, e.g. 100 - 300 seconds per ticket. After 30 seconds, Apache gives up on the FastCGI script and generates a 500. This problem has been documented and referenced in several posts, but I have been unable to find a resolution. The following from Jesse seems to be the most descriptive: "Yep. it's not recursion. It's RT::Transaction::TicketObj which should be made smarter. Rather than loading a ticket by id, it should be loading by id _and_ effective id. I'd love a patch." (Full thread is available at the Gossamer list archive: http://www.gossamer-threads.com/lists/rt/users/72384.) I checked 3.8.1 and the "TODO" is still present in Ticket_Overlay.pm (Load) so I'm assuming the performance problem is still present in that release. I'd love to help by producing a patch but frankly I don't understand what needs to be done. Has anyone else found a solution to this problem? Following another suggestion, I tried reducing the loglevel such that the "We found a merged ticket" messages weren't stored but we're still seeing occasional CPU spikes from the FastCGI process (and the associated delays which lead to HTTP/500s from Apache). Without the debug messages turned on I can't be absolutely certain the issue is loading merged tickets, but it seems very likely given that I can reproduce the problem by attempting to load a known-merged ticket with debug logging turned off. Thanks for any suggestions or feedback. Regards, Damon -- Damon T. Miller Director of Application Services Thinking Phone Networks damon at thinkingphones.com 617-649-1388 (Office) From mark at exonetric.com Fri Oct 17 11:58:05 2008 From: mark at exonetric.com (Mark Blackman) Date: Fri, 17 Oct 2008 16:58:05 +0100 Subject: [rt-users] Merged Ticket Performance Degredation In-Reply-To: <4A29003103C85E46A118982CC4731B89F89311@EXVBE005-2.exch005intermedia.net> References: <4A29003103C85E46A118982CC4731B89F89311@EXVBE005-2.exch005intermedia.net> Message-ID: <68E8D482-8E42-45F2-8638-D3FC08EC482F@exonetric.com> On 17 Oct 2008, at 16:39, Damon Miller wrote: > Hi all, > > We're experiencing an issue with RT 3.6.1 wherein loading merged > tickets > results in severe performance degredation, e.g. 100 - 300 seconds per > ticket. After 30 seconds, Apache gives up on the FastCGI script and > generates a 500. This problem has been documented and referenced in > several posts, but I have been unable to find a resolution. > > Thanks for any suggestions or feedback. adding @LogToSyslogConf = ( socket => 'native' ) unless (@LogToSyslogConf); to RT_SiteConfig.pm sped up the merged ticket display from 260 seconds to about 6 seconds for us. probably still too many log messages being written for the reason above I suppose. - Mark From gleduc at mail.sdsu.edu Fri Oct 17 12:24:47 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 17 Oct 2008 09:24:47 -0700 Subject: [rt-users] help with scrip In-Reply-To: <48F86208.1030000@science-computing.de> References: <48F756AD.9050700@science-computing.de> <48F75E6A.4090508@science-computing.de> <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> <48F86208.1030000@science-computing.de> Message-ID: <6.2.1.2.2.20081017092051.0272b668@mail.sdsu.edu> Hi Violetta, Try this: if ( $self->TransactionObj->Type eq "Create" && ! ( $self->TicketObj->Subject =~ /proje[c|k]t: /i || $self->TicketObj->Subject =~ /akut: /i ) ) Regards, Gene At 02:59 AM 10/17/2008, Violetta Wawryk wrote: >Hi, > > >> > if ($self->TransactionObj->Type eq "Create" && > >> > ($self->TicketObj->Subject !=~ /[P|p]roje[c|k]t: / || > >> > $self->TicketObj->Subject !=~/[A|a]kut: / ) ) > > > > I'm pretty sure that && is a higher precedence than ||, so the result > > without parentheses would be the same as ( ( A && B ) || C ) instead of > > ( A && ( B || C )) which is what you described. > >I understand that now. Thank you. But I found out my scrip is not working >because of the wrong regex. > >$self->TicketObj->Subject !=~ /[A|a]kut: / --> doesn't work >$self->TicketObj->Subject !~ /[A|a]kut: / --> doesn't work > >what would be the right expression to make it negative? > >$self->TicketObj->Subject =~ /[A|a]kut: / --> does work for positiv > >Thanks >Violetta -- Gene LeDuc, GSEC Security Analyst San Diego State University From scollins at liquidweb.com Fri Oct 17 12:31:07 2008 From: scollins at liquidweb.com (scollins) Date: Fri, 17 Oct 2008 12:31:07 -0400 Subject: [rt-users] Continuous 500 errors In-Reply-To: <1223667921.12080.23.camel@snowcrash.liquidweb.com> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> <1223667921.12080.23.camel@snowcrash.liquidweb.com> Message-ID: <1224261067.6055.18.camel@snowcrash.liquidweb.com> This is getting very frustrating. I've completely re-installed a fresh RT and database following the instructions at http://wiki.bestpractical.com/view/RHEL4InstallGuide exactly. The only exception is I'm using Module::Build 0.30 from cpan instead of the old perl-Module-Build-0.2612-1.rhel4.noarch.rpm listed in the wiki. All other perl modules and rpms are consistant with the install guide. I am still seeing 500 errors randomly while navigating the RT insterface: [Fri Oct 17 11:57:43 2008] [error] [client myIP] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi", referer: http://rt.mydomain.com/index.html [Fri Oct 17 11:57:43 2008] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 18996) terminated due to uncaught signal '11' (Segmentation fault) [Fri Oct 17 11:57:45 2008] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 19036) I also set Set($LogStackTraces , 'debug'); in the RT_SiteConfig.pm file but that does not seem to have yielded any usefull information regarding the segfaults. I really need some help with this. RT is completely unusable for me at this point. -steven From barnesaw at ucrwcu.rwc.uc.edu Fri Oct 17 12:33:30 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 17 Oct 2008 12:33:30 -0400 Subject: [rt-users] Continuous 500 errors In-Reply-To: <1224261067.6055.18.camel@snowcrash.liquidweb.com> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> <1223667921.12080.23.camel@snowcrash.liquidweb.com> <1224261067.6055.18.camel@snowcrash.liquidweb.com> Message-ID: <48F8BE5A.8080606@ucrwcu.rwc.uc.edu> Install Scalar::util from cpan and not from RPM. RedHat's RPM install is broken. scollins wrote: > This is getting very frustrating. I've completely re-installed a fresh > RT and database following the instructions at > http://wiki.bestpractical.com/view/RHEL4InstallGuide exactly. The only > exception is I'm using Module::Build 0.30 from cpan instead of the old > perl-Module-Build-0.2612-1.rhel4.noarch.rpm listed in the wiki. All > other perl modules and rpms are consistant with the install guide. > > I am still seeing 500 errors randomly while navigating the RT > insterface: > > [Fri Oct 17 11:57:43 2008] [error] [client myIP] FastCGI: incomplete > headers (0 bytes) received from server > "/opt/rt3/bin/mason_handler.fcgi", referer: > http://rt.mydomain.com/index.html > [Fri Oct 17 11:57:43 2008] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 18996) terminated due to uncaught > signal '11' (Segmentation fault) > [Fri Oct 17 11:57:45 2008] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 19036) > > > I also set Set($LogStackTraces , 'debug'); in the RT_SiteConfig.pm file > but that does not seem to have yielded any usefull information regarding > the segfaults. I really need some help with this. RT is completely > unusable for me at this point. > > > -steven > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tbutkiewicz at cybermind.biz Fri Oct 17 13:18:53 2008 From: tbutkiewicz at cybermind.biz (Timothy Butkiewicz) Date: Fri, 17 Oct 2008 13:18:53 -0400 Subject: [rt-users] E-mail Templates are only a single character In-Reply-To: <48F8ACDC.4090904@colorplaza.com> References: <48F8ACDC.4090904@colorplaza.com> Message-ID: I've managed to get the templates working, but e-mail does not appear to be generating on certain scrips and queues. I am seeing this in the log: [Fri Oct 17 17:15:13 2008] [debug]: Working on mailfield Bcc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:640) [Fri Oct 17 17:15:13 2008] [debug]: Subject: *subject* *norm message headers* MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:647) [Fri Oct 17 17:15:13 2008] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:670) [Fri Oct 17 17:15:13 2008] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:679) [Fri Oct 17 17:15:13 2008] [debug]: No recipients found for deferred delivery on transaction #2056671 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:692) Appears that RT isn't picking up the watcher recipients From scollins at liquidweb.com Fri Oct 17 13:20:26 2008 From: scollins at liquidweb.com (scollins) Date: Fri, 17 Oct 2008 13:20:26 -0400 Subject: [rt-users] Continuous 500 errors In-Reply-To: <48F8BE5A.8080606@ucrwcu.rwc.uc.edu> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> <1223667921.12080.23.camel@snowcrash.liquidweb.com> <1224261067.6055.18.camel@snowcrash.liquidweb.com> <48F8BE5A.8080606@ucrwcu.rwc.uc.edu> Message-ID: <1224264026.6055.33.camel@snowcrash.liquidweb.com> The install wiki doesn't say to install that via rpm and I don't. I double checked and it is in fact installed via cpan. I force re-installed to be sure: Scalar::Util is up to date (1.19). 500 errors still happening. Any other ideas? -steven On Fri, 2008-10-17 at 12:33 -0400, Drew Barnes wrote: > Install Scalar::util from cpan and not from RPM. RedHat's RPM install > is broken. > > > scollins wrote: > > This is getting very frustrating. I've completely re-installed a fresh > > RT and database following the instructions at > > http://wiki.bestpractical.com/view/RHEL4InstallGuide exactly. The only > > exception is I'm using Module::Build 0.30 from cpan instead of the old > > perl-Module-Build-0.2612-1.rhel4.noarch.rpm listed in the wiki. All > > other perl modules and rpms are consistant with the install guide. > > > > I am still seeing 500 errors randomly while navigating the RT > > insterface: > > > > [Fri Oct 17 11:57:43 2008] [error] [client myIP] FastCGI: incomplete > > headers (0 bytes) received from server > > "/opt/rt3/bin/mason_handler.fcgi", referer: > > http://rt.mydomain.com/index.html > > [Fri Oct 17 11:57:43 2008] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" (pid 18996) terminated due to uncaught > > signal '11' (Segmentation fault) > > [Fri Oct 17 11:57:45 2008] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 19036) > > > > > > I also set Set($LogStackTraces , 'debug'); in the RT_SiteConfig.pm file > > but that does not seem to have yielded any usefull information regarding > > the segfaults. I really need some help with this. RT is completely > > unusable for me at this point. > > > > > > -steven > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > From rfh at vialtus.com Fri Oct 17 12:40:28 2008 From: rfh at vialtus.com (Roy El-Hames) Date: Fri, 17 Oct 2008 17:40:28 +0100 Subject: [rt-users] CLI question Message-ID: <48F8BFFC.9050101@vialtus.com> Hi ; Using rt-3.6.3 Is there a bug in using: ./rt edit ticket/$tid add cc="abc at efg.com" or am i doing something wrong, I get back # Syntax error. and the ticket detail (as if show ticket) ; the add seems not to work with anything add bcc or add CF- do not work either ?? Similar the del method is not working either ?? Thanks; Roy From HelmuthRamirez at compupay.com Fri Oct 17 13:59:05 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 17 Oct 2008 13:59:05 -0400 Subject: [rt-users] Template to include name of person who performed last action Message-ID: <7314881427FC8A4081673E8CEEA792490B70D5BD@EXMIAMI01.compupay.com> I've searched around for this, but I'm not sure I am searching the right keywords. Here is what we would like to do: We have a scrip that runs when someone changes a custom field to a particular value. That triggers an e-mail to be sent based on a template. I figured out how to include the value of the custom field, but what is the format to include the name of the person who performed the action to change this value? Does that make sense? Essentially, I would like to be able to pull the name that shows up in the audit logs "JoeSmith - comments added", "JoeSmith - Status changed...", etc. Thanks everyone! Helmuth -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Fri Oct 17 14:06:11 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 17 Oct 2008 11:06:11 -0700 Subject: [rt-users] Template to include name of person who performed last action In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D5BD@EXMIAMI01.compupa y.com> References: <7314881427FC8A4081673E8CEEA792490B70D5BD@EXMIAMI01.compupay.com> Message-ID: <6.2.1.2.2.20081017110051.029c79c8@mail.sdsu.edu> You probably want the creator of the transaction: $self->TransactionObj->CreatorObj->RealName At 10:59 AM 10/17/2008, Helmuth Ramirez wrote: >Content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C93082.0B746043" > >I?ve searched around for this, but I?m not sure I am searching the right >keywords. Here is what we would like to do: > >We have a scrip that runs when someone changes a custom field to a >particular value. That triggers an e-mail to be sent based on a >template. I figured out how to include the value of the custom field, but >what is the format to include the name of the person who performed the >action to change this value? Does that make sense? Essentially, I would >like to be able to pull the name that shows up in the audit logs ?JoeSmith >? comments added?, ?JoeSmith ? Status changed ?, etc. > >Thanks everyone! >Helmuth -- Gene LeDuc, GSEC Security Analyst San Diego State University From filipe at sapia.uminho.pt Fri Oct 17 14:06:37 2008 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Fri, 17 Oct 2008 19:06:37 +0100 Subject: [rt-users] RT 3.8 - Change tickets color in views Message-ID: <2631CB50A94F5A4998D56D158D071D6B0123CD39@BEFUNCIONARIOS.uminho.pt> Hi, How can I in RT 3.8 change the ticket line color to red in the view, if the ticket is opened for about a week? TIA, Filipe Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3759 bytes Desc: not available URL: From KFCrocker at lbl.gov Fri Oct 17 14:20:02 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 17 Oct 2008 11:20:02 -0700 Subject: [rt-users] scrip change customfieldvalue on certain value In-Reply-To: <48F89E48.8050700@science-computing.de> References: <48F89E48.8050700@science-computing.de> Message-ID: <48F8D752.80802@lbl.gov> Violetta, Try something like this: # condition execution on value of CF "CFA" my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; if ($trans->Type eq 'CustomField') {my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "CFA"); return 0 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "Value1") { my $current_Value = "Value1"; return 1; } else { my $current_Value = $trans->NewValue; } } return 0; Something along those lines should work. I didn't know if you wanted to save the new value or do something, etc. Hope this helps. Kenn LBNL On 10/17/2008 7:16 AM, Violetta Wawryk wrote: > Hi, > > has anyone a scrip or an idea how my condition for the following > situation has to be written? > > My customfield called "CFA" has for example the value "value1" and > "value2". The value is currently set to "value1". I now want my scrip to > check wheather the value has changed and to which value it has changed. > And that is exactly my problem. How do I check what the new value is? > > The first part would be: > > if ($self->TransactionObj->Type eq "CustomField" && > > and what comes after && ?? > > Thanks a lot for your help! > > Violetta > From KFCrocker at lbl.gov Fri Oct 17 14:26:14 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 17 Oct 2008 11:26:14 -0700 Subject: [rt-users] E-mail Templates are only a single character In-Reply-To: References: <48F8ACDC.4090904@colorplaza.com> Message-ID: <48F8D8C6.2070801@lbl.gov> Timothy, There could be a couple reasons for this. For example, if the scrip action is "Notify Others" and you only have Watcher CC's, then they don't get included. There is a distinction between "Watcher" CC's, Others (added CC's at the time of clicking "Update" when in Reply) and also, CC's that are on a ticket only. Hope this helps. Kenn LBNL On 10/17/2008 10:18 AM, Timothy Butkiewicz wrote: > I've managed to get the templates working, but e-mail does not appear to be generating on certain scrips and queues. I am seeing this in the log: > > [Fri Oct 17 17:15:13 2008] [debug]: Working on mailfield Bcc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:640) > [Fri Oct 17 17:15:13 2008] [debug]: Subject: *subject* > *norm message headers* > MIME-Version: 1.0 > Content-Transfer-Encoding: 8bit > Content-Type: text/plain; charset="utf-8" > X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:647) > [Fri Oct 17 17:15:13 2008] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:670) > [Fri Oct 17 17:15:13 2008] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:679) > [Fri Oct 17 17:15:13 2008] [debug]: No recipients found for deferred delivery on transaction #2056671 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:692) > > > Appears that RT isn't picking up the watcher recipients > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Oct 17 14:28:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 17 Oct 2008 11:28:57 -0700 Subject: [rt-users] Template to include name of person who performed last action In-Reply-To: <6.2.1.2.2.20081017110051.029c79c8@mail.sdsu.edu> References: <7314881427FC8A4081673E8CEEA792490B70D5BD@EXMIAMI01.compupay.com> <6.2.1.2.2.20081017110051.029c79c8@mail.sdsu.edu> Message-ID: <48F8D969.8090509@lbl.gov> Helmuth, Or "my $whomever = $self->TransactionObj->CreatorObj->Name;".You could also get the user's ID. Hope this helps. Kenn LBNL On 10/17/2008 11:06 AM, Gene LeDuc wrote: > You probably want the creator of the transaction: > $self->TransactionObj->CreatorObj->RealName > > At 10:59 AM 10/17/2008, Helmuth Ramirez wrote: >> Content-class: urn:content-classes:message >> Content-Type: multipart/alternative; >> boundary="----_=_NextPart_001_01C93082.0B746043" >> >> I?ve searched around for this, but I?m not sure I am searching the right >> keywords. Here is what we would like to do: >> >> We have a scrip that runs when someone changes a custom field to a >> particular value. That triggers an e-mail to be sent based on a >> template. I figured out how to include the value of the custom field, but >> what is the format to include the name of the person who performed the >> action to change this value? Does that make sense? Essentially, I would >> like to be able to pull the name that shows up in the audit logs ?JoeSmith >> ? comments added?, ?JoeSmith ? Status changed??, etc. >> >> Thanks everyone! >> Helmuth > > From barnesaw at ucrwcu.rwc.uc.edu Fri Oct 17 14:56:33 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 17 Oct 2008 14:56:33 -0400 Subject: [rt-users] Continuous 500 errors In-Reply-To: <1224261067.6055.18.camel@snowcrash.liquidweb.com> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> <1223667921.12080.23.camel@snowcrash.liquidweb.com> <1224261067.6055.18.camel@snowcrash.liquidweb.com> Message-ID: <48F8DFE1.5030105@ucrwcu.rwc.uc.edu> Try searching list archives for segmentation faults: http://www.gossamer-threads.com/lists/engine?list=rt;do=search_results;search_forum=forum_3;search_string=segmentation%20fault;search_type=AND&sb=post_time Could also be Text::Quoted needs re-install. I also see some mysql possibilities in there. Good luck. scollins wrote: > This is getting very frustrating. I've completely re-installed a fresh > RT and database following the instructions at > http://wiki.bestpractical.com/view/RHEL4InstallGuide exactly. The only > exception is I'm using Module::Build 0.30 from cpan instead of the old > perl-Module-Build-0.2612-1.rhel4.noarch.rpm listed in the wiki. All > other perl modules and rpms are consistant with the install guide. > > I am still seeing 500 errors randomly while navigating the RT > insterface: > > [Fri Oct 17 11:57:43 2008] [error] [client myIP] FastCGI: incomplete > headers (0 bytes) received from server > "/opt/rt3/bin/mason_handler.fcgi", referer: > http://rt.mydomain.com/index.html > [Fri Oct 17 11:57:43 2008] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 18996) terminated due to uncaught > signal '11' (Segmentation fault) > [Fri Oct 17 11:57:45 2008] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 19036) > > > I also set Set($LogStackTraces , 'debug'); in the RT_SiteConfig.pm file > but that does not seem to have yielded any usefull information regarding > the segfaults. I really need some help with this. RT is completely > unusable for me at this point. > > > -steven > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 damon at thinkingphones.com Fri Oct 17 14:57:03 2008 From: damon at thinkingphones.com (Damon Miller) Date: Fri, 17 Oct 2008 11:57:03 -0700 Subject: [rt-users] Merged Ticket Performance Degredation In-Reply-To: <68E8D482-8E42-45F2-8638-D3FC08EC482F@exonetric.com> References: <4A29003103C85E46A118982CC4731B89F89311@EXVBE005-2.exch005intermedia.net> <68E8D482-8E42-45F2-8638-D3FC08EC482F@exonetric.com> Message-ID: <4A29003103C85E46A118982CC4731B89F894C3@EXVBE005-2.exch005intermedia.net> Mark, Thanks very much for your quick reply. I updated our config file as suggested but either the 'native' socket type isn't supported in Perl 5.8.5 on Linux or I'm doing something wrong. Here's what happened when I started the FastCGI handler from the command-line: Invalid argument passed to setlogsock; must be 'stream', 'unix', 'tcp', 'udp' or 'inet' at /usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 66 To make sure I followed your suggestion correctly, here are the last few entries in our RT_SiteConfig.pm: -- Set($AutoCreateNonExternalUsers, 1); Set($LogToFileNamed , "rt.log"); Set($LogToFile , 'warning'); Set($UseFriendlyFromLine , 0); @LogToSyslogConf = ( socket => 'native' ) unless (@LogToSyslogConf); 1; -- As another potentially-relevant point, I also tried decreasing the verbosity of the logfile so as to eliminate the "We found a merged ticket" messages entirely. Does that make the syslog update to RT_SiteConfig.pm unnecessary? Even after reducing verbosity, I'm still seeing the "hang" issue upon trying to load a merged ticket through the UI. Regardless, I just wanted to make sure I wasn't missing something between those two changes. Thanks again, Damon __ Damon T. Miller Director of Application Services Thinking Phone Networks damon at thinkingphones.com 617-649-1388 (Office) > -----Original Message----- > From: Mark Blackman [mailto:mark at exonetric.com] > Sent: Friday, October 17, 2008 11:58 AM > To: Damon Miller > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Merged Ticket Performance Degredation > > > On 17 Oct 2008, at 16:39, Damon Miller wrote: > > > Hi all, > > > > We're experiencing an issue with RT 3.6.1 wherein loading merged > > tickets > > results in severe performance degredation, e.g. 100 - 300 seconds per > > ticket. After 30 seconds, Apache gives up on the FastCGI script and > > generates a 500. This problem has been documented and referenced in > > several posts, but I have been unable to find a resolution. > > > > Thanks for any suggestions or feedback. > > adding > > @LogToSyslogConf = ( socket => 'native' ) unless (@LogToSyslogConf); > > to RT_SiteConfig.pm sped up the merged ticket display from 260 seconds > to about 6 seconds for us. > > probably still too many log messages being written for the reason > above I suppose. > > - Mark From mark at exonetric.com Fri Oct 17 15:06:17 2008 From: mark at exonetric.com (Mark Blackman) Date: Fri, 17 Oct 2008 20:06:17 +0100 Subject: [rt-users] Merged Ticket Performance Degredation In-Reply-To: <4A29003103C85E46A118982CC4731B89F894C3@EXVBE005-2.exch005intermedia.net> References: <4A29003103C85E46A118982CC4731B89F89311@EXVBE005-2.exch005intermedia.net> <68E8D482-8E42-45F2-8638-D3FC08EC482F@exonetric.com> <4A29003103C85E46A118982CC4731B89F894C3@EXVBE005-2.exch005intermedia.net> Message-ID: You just need to upgrade your Sys::Syslog version. should be fine after that. - Mark On 17 Oct 2008, at 19:57, Damon Miller wrote: > Mark, > > Thanks very much for your quick reply. I updated our config file as > suggested but either the 'native' socket type isn't supported in Perl > 5.8.5 on Linux or I'm doing something wrong. Here's what happened > when > I started the FastCGI handler from the command-line: > > Invalid argument passed to setlogsock; must be 'stream', 'unix', > 'tcp', > 'udp' or 'inet' at /usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/ > Syslog.pm > line 66 > > To make sure I followed your suggestion correctly, here are the last > few > entries in our RT_SiteConfig.pm: > > -- > > Set($AutoCreateNonExternalUsers, 1); > Set($LogToFileNamed , "rt.log"); > Set($LogToFile , 'warning'); > Set($UseFriendlyFromLine , 0); > > @LogToSyslogConf = ( socket => 'native' ) unless (@LogToSyslogConf); > > 1; > > -- > > As another potentially-relevant point, I also tried decreasing the > verbosity of the logfile so as to eliminate the "We found a merged > ticket" messages entirely. Does that make the syslog update to > RT_SiteConfig.pm unnecessary? Even after reducing verbosity, I'm > still > seeing the "hang" issue upon trying to load a merged ticket through > the > UI. Regardless, I just wanted to make sure I wasn't missing something > between those two changes. > > Thanks again, > > Damon > > > __ > > Damon T. Miller > Director of Application Services > Thinking Phone Networks > damon at thinkingphones.com > 617-649-1388 (Office) > > >> -----Original Message----- >> From: Mark Blackman [mailto:mark at exonetric.com] >> Sent: Friday, October 17, 2008 11:58 AM >> To: Damon Miller >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Merged Ticket Performance Degredation >> >> >> On 17 Oct 2008, at 16:39, Damon Miller wrote: >> >>> Hi all, >>> >>> We're experiencing an issue with RT 3.6.1 wherein loading merged >>> tickets >>> results in severe performance degredation, e.g. 100 - 300 seconds > per >>> ticket. After 30 seconds, Apache gives up on the FastCGI script and >>> generates a 500. This problem has been documented and referenced in >>> several posts, but I have been unable to find a resolution. >>> >>> Thanks for any suggestions or feedback. >> >> adding >> >> @LogToSyslogConf = ( socket => 'native' ) unless (@LogToSyslogConf); >> >> to RT_SiteConfig.pm sped up the merged ticket display from 260 >> seconds >> to about 6 seconds for us. >> >> probably still too many log messages being written for the reason >> above I suppose. >> >> - Mark From scollins at liquidweb.com Fri Oct 17 15:25:53 2008 From: scollins at liquidweb.com (scollins) Date: Fri, 17 Oct 2008 15:25:53 -0400 Subject: [rt-users] Continuous 500 errors In-Reply-To: <48F8DFE1.5030105@ucrwcu.rwc.uc.edu> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> <1223667921.12080.23.camel@snowcrash.liquidweb.com> <1224261067.6055.18.camel@snowcrash.liquidweb.com> <48F8DFE1.5030105@ucrwcu.rwc.uc.edu> Message-ID: <1224271553.6055.41.camel@snowcrash.liquidweb.com> Yes, I had already tried re-installing Text::Quoted as I had been searching for an answer in the user list long before posting to it. Seems there are a lot of similar issues but nothing exactly like mine. It's either my system or the RT version I'm using (3.8.1) and it's not easy to eliminate either of these on a production system just for trouble shooting :( -steven On Fri, 2008-10-17 at 14:56 -0400, Drew Barnes wrote: > Try searching list archives for segmentation faults: > http://www.gossamer-threads.com/lists/engine?list=rt;do=search_results;search_forum=forum_3;search_string=segmentation%20fault;search_type=AND&sb=post_time > > Could also be Text::Quoted needs re-install. I also see some mysql > possibilities in there. > > Good luck. > > > scollins wrote: > > This is getting very frustrating. I've completely re-installed a fresh > > RT and database following the instructions at > > http://wiki.bestpractical.com/view/RHEL4InstallGuide exactly. The only > > exception is I'm using Module::Build 0.30 from cpan instead of the old > > perl-Module-Build-0.2612-1.rhel4.noarch.rpm listed in the wiki. All > > other perl modules and rpms are consistant with the install guide. > > > > I am still seeing 500 errors randomly while navigating the RT > > insterface: > > > > [Fri Oct 17 11:57:43 2008] [error] [client myIP] FastCGI: incomplete > > headers (0 bytes) received from server > > "/opt/rt3/bin/mason_handler.fcgi", referer: > > http://rt.mydomain.com/index.html > > [Fri Oct 17 11:57:43 2008] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" (pid 18996) terminated due to uncaught > > signal '11' (Segmentation fault) > > [Fri Oct 17 11:57:45 2008] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 19036) > > > > > > I also set Set($LogStackTraces , 'debug'); in the RT_SiteConfig.pm file > > but that does not seem to have yielded any usefull information regarding > > the segfaults. I really need some help with this. RT is completely > > unusable for me at this point. > > > > > > -steven > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > From HelmuthRamirez at compupay.com Fri Oct 17 15:58:33 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 17 Oct 2008 15:58:33 -0400 Subject: [rt-users] Template to include name of person who performed last action In-Reply-To: <6.2.1.2.2.20081017110051.029c79c8@mail.sdsu.edu> References: <7314881427FC8A4081673E8CEEA792490B70D5BD@EXMIAMI01.compupay.com> <6.2.1.2.2.20081017110051.029c79c8@mail.sdsu.edu> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D5BE@EXMIAMI01.compupay.com> Thanks Gene, Although I'm clearing doing something wrong. I am putting the following in my template: Updated by: $self->TransactionObj->CreatorObj->RealName But the name doesn't show up, just the line I put in the template :( Thanks -----Original Message----- From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Friday, October 17, 2008 2:06 PM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Template to include name of person who performed last action You probably want the creator of the transaction: $self->TransactionObj->CreatorObj->RealName At 10:59 AM 10/17/2008, Helmuth Ramirez wrote: >Content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C93082.0B746043" > >I've searched around for this, but I'm not sure I am searching the right >keywords. Here is what we would like to do: > >We have a scrip that runs when someone changes a custom field to a >particular value. That triggers an e-mail to be sent based on a >template. I figured out how to include the value of the custom field, but >what is the format to include the name of the person who performed the >action to change this value? Does that make sense? Essentially, I would >like to be able to pull the name that shows up in the audit logs "JoeSmith >- comments added", "JoeSmith - Status changed...", etc. > >Thanks everyone! >Helmuth -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Fri Oct 17 16:23:09 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 17 Oct 2008 13:23:09 -0700 Subject: [rt-users] Template to include name of person who performed last action In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D5BE@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D5BD@EXMIAMI01.compupay.com> <6.2.1.2.2.20081017110051.029c79c8@mail.sdsu.edu> <7314881427FC8A4081673E8CEEA792490B70D5BE@EXMIAMI01.compupay.com> Message-ID: <48F8F42D.4000800@lbl.gov> Helmuth, Try this: Updated by: {$Ticket->CreatorObj->Name} OR Updated by: {$Ticket->CreatorObj->RealName} Kenn LBNL On 10/17/2008 12:58 PM, Helmuth Ramirez wrote: > Thanks Gene, > Although I'm clearing doing something wrong. I am putting the following > in my template: > > Updated by: $self->TransactionObj->CreatorObj->RealName > > But the name doesn't show up, just the line I put in the template :( > > Thanks > > -----Original Message----- > From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] > Sent: Friday, October 17, 2008 2:06 PM > To: Helmuth Ramirez > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Template to include name of person who performed > last action > > You probably want the creator of the transaction: > $self->TransactionObj->CreatorObj->RealName > > At 10:59 AM 10/17/2008, Helmuth Ramirez wrote: >> Content-class: urn:content-classes:message >> Content-Type: multipart/alternative; >> boundary="----_=_NextPart_001_01C93082.0B746043" >> >> I've searched around for this, but I'm not sure I am searching the > right >> keywords. Here is what we would like to do: >> >> We have a scrip that runs when someone changes a custom field to a >> particular value. That triggers an e-mail to be sent based on a >> template. I figured out how to include the value of the custom field, > but >> what is the format to include the name of the person who performed the >> action to change this value? Does that make sense? Essentially, I > would >> like to be able to pull the name that shows up in the audit logs > "JoeSmith >> - comments added", "JoeSmith - Status changed...", etc. >> >> Thanks everyone! >> Helmuth > > From gleduc at mail.sdsu.edu Fri Oct 17 16:26:08 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 17 Oct 2008 13:26:08 -0700 Subject: [rt-users] Template to include name of person who performed last action In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D5BE@EXMIAMI01.compupa y.com> References: <7314881427FC8A4081673E8CEEA792490B70D5BD@EXMIAMI01.compupay.com> <6.2.1.2.2.20081017110051.029c79c8@mail.sdsu.edu> <7314881427FC8A4081673E8CEEA792490B70D5BE@EXMIAMI01.compupay.com> Message-ID: <6.2.1.2.2.20081017132509.029b7838@mail.sdsu.edu> Put curly braces around the perl stuff: Updated by: {$self->TransactionObj->CreatorObj->RealName} At 12:58 PM 10/17/2008, Helmuth Ramirez wrote: >Thanks Gene, >Although I'm clearing doing something wrong. I am putting the following >in my template: > >Updated by: $self->TransactionObj->CreatorObj->RealName > >But the name doesn't show up, just the line I put in the template :( > >Thanks > >-----Original Message----- >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] >Sent: Friday, October 17, 2008 2:06 PM >To: Helmuth Ramirez >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Template to include name of person who performed >last action > >You probably want the creator of the transaction: >$self->TransactionObj->CreatorObj->RealName > >At 10:59 AM 10/17/2008, Helmuth Ramirez wrote: > >Content-class: urn:content-classes:message > >Content-Type: multipart/alternative; > > boundary="----_=_NextPart_001_01C93082.0B746043" > > > >I've searched around for this, but I'm not sure I am searching the >right > >keywords. Here is what we would like to do: > > > >We have a scrip that runs when someone changes a custom field to a > >particular value. That triggers an e-mail to be sent based on a > >template. I figured out how to include the value of the custom field, >but > >what is the format to include the name of the person who performed the > >action to change this value? Does that make sense? Essentially, I >would > >like to be able to pull the name that shows up in the audit logs >"JoeSmith > >- comments added", "JoeSmith - Status changed...", etc. > > > >Thanks everyone! > >Helmuth > > >-- >Gene LeDuc, GSEC >Security Analyst >San Diego State University -- Gene LeDuc, GSEC Security Analyst San Diego State University From HelmuthRamirez at compupay.com Fri Oct 17 16:46:03 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 17 Oct 2008 16:46:03 -0400 Subject: [rt-users] Template to include name of person who performed last action In-Reply-To: <48F8F42D.4000800@lbl.gov> References: <7314881427FC8A4081673E8CEEA792490B70D5BD@EXMIAMI01.compupay.com> <6.2.1.2.2.20081017110051.029c79c8@mail.sdsu.edu> <7314881427FC8A4081673E8CEEA792490B70D5BE@EXMIAMI01.compupay.com> <48F8F42D.4000800@lbl.gov> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D5BF@EXMIAMI01.compupay.com> Thank you Kenneth and Gene for your help with this! I got it to show the name. Cheers! Helmuth -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Friday, October 17, 2008 4:23 PM To: Helmuth Ramirez Cc: Gene LeDuc; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Template to include name of person who performed last action Helmuth, Try this: Updated by: {$Ticket->CreatorObj->Name} OR Updated by: {$Ticket->CreatorObj->RealName} Kenn LBNL On 10/17/2008 12:58 PM, Helmuth Ramirez wrote: > Thanks Gene, > Although I'm clearing doing something wrong. I am putting the following > in my template: > > Updated by: $self->TransactionObj->CreatorObj->RealName > > But the name doesn't show up, just the line I put in the template :( > > Thanks > > -----Original Message----- > From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] > Sent: Friday, October 17, 2008 2:06 PM > To: Helmuth Ramirez > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Template to include name of person who performed > last action > > You probably want the creator of the transaction: > $self->TransactionObj->CreatorObj->RealName > > At 10:59 AM 10/17/2008, Helmuth Ramirez wrote: >> Content-class: urn:content-classes:message >> Content-Type: multipart/alternative; >> boundary="----_=_NextPart_001_01C93082.0B746043" >> >> I've searched around for this, but I'm not sure I am searching the > right >> keywords. Here is what we would like to do: >> >> We have a scrip that runs when someone changes a custom field to a >> particular value. That triggers an e-mail to be sent based on a >> template. I figured out how to include the value of the custom field, > but >> what is the format to include the name of the person who performed the >> action to change this value? Does that make sense? Essentially, I > would >> like to be able to pull the name that shows up in the audit logs > "JoeSmith >> - comments added", "JoeSmith - Status changed...", etc. >> >> Thanks everyone! >> Helmuth > > From KFCrocker at lbl.gov Fri Oct 17 16:48:15 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 17 Oct 2008 13:48:15 -0700 Subject: [rt-users] date formats option Message-ID: <48F8FA0F.9020802@lbl.gov> To all, I noticed that in 3.6.x, the format required when entering the due date for a reminder is "(yyyy/mm/dd)". Is there a way to make this the format for other dates, like the "Due Date" for the ticket itself or for a Custom Field? Thanks in advance. Kenn LBNL From cinergi+rt-users at gmail.com Fri Oct 17 16:56:28 2008 From: cinergi+rt-users at gmail.com (Ben Goodwin) Date: Fri, 17 Oct 2008 16:56:28 -0400 Subject: [rt-users] Add search to RT System's saved searches Message-ID: <89237c480810171356t5db8eac4v6e99cea3a77a1db8@mail.gmail.com> Mathew, I was searching for an answer to this and ran across this post. I thought I'd chime in and say, "me too!" with a couple more details. I'm running a new install of 3.8.1. I created a saved search and saved it to the RT System's searches and expected to be able to see it on all other accounts. I can't even find load is as a previously-saved search. It also doesn't show up under Global/Rt at a glance as an option. Have you had any further insights into the problem? Regards, -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Oct 17 17:36:58 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 17 Oct 2008 17:36:58 -0400 Subject: [rt-users] Template to include name of person who performed last action In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D5BF@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D5BD@EXMIAMI01.compupay.com> <6.2.1.2.2.20081017110051.029c79c8@mail.sdsu.edu> <7314881427FC8A4081673E8CEEA792490B70D5BE@EXMIAMI01.compupay.com> <48F8F42D.4000800@lbl.gov> <7314881427FC8A4081673E8CEEA792490B70D5BF@EXMIAMI01.compupay.com> Message-ID: > > Updated by: {$Ticket->CreatorObj->Name} OR > Updated by: {$Ticket->CreatorObj->RealName} Updated by: {$Ticket->CreatorObj->RealName || $Ticket->CreatorObj->Name } But if you are using FriendlyFrom the the actual email would include this too, wouldn't it? -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From Buck.Golemon at amd.com Fri Oct 17 17:47:24 2008 From: Buck.Golemon at amd.com (Golemon, Buck) Date: Fri, 17 Oct 2008 14:47:24 -0700 Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes intoinfinite loop. In-Reply-To: References: Message-ID: t_t --Buck -----Original Message----- From: Golemon, Buck Sent: Tuesday, October 14, 2008 4:25 PM To: Golemon, Buck; RT Users List Cc: Descamps, Gilles-Eric; Lee, Mark (SV) Subject: RE: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes intoinfinite loop. Did I ask the question the wrong way? At this point, any ideas are appreciated. Has anyone successfully upgraded their database from <=3.2.2 to 3.8.1? --Buck -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Golemon, Buck Sent: Monday, October 13, 2008 6:38 PM To: RT Users List Cc: Descamps, Gilles-Eric; Lee, Mark (SV) Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes intoinfinite loop. The installation works just find with a pristine database, but when I copy over my old database and follow the instructions at UPGRADING.mysql, I get this error: (see attached). This went on for two million lines before I stopped the server. It finally gets into a three-line loop like this: (again, see attached). I got some errors from schema.mysql-4.0-4.1.pl like this: # perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass > sql.queries Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. I had to replace all the occurrences (three total) of 'BLOB CHARACTER SET utf8' with just 'BLOB', since BLOB doesn't have a character set, and this is a syntax error in mysql. I also dropped and recreated the sessions table because it was corrupted. I did it like this: drop table sessions; CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longblob NOT NULL, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 Thanks in advance, --Buck From jpierce at cambridgeenergyalliance.org Fri Oct 17 17:50:11 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 17 Oct 2008 17:50:11 -0400 Subject: [rt-users] Using default scrip actions to create a "tee" for transactions Message-ID: Anyone know an easy way to get ahold of the code for default scrip actions? I'm trying to create a script like "OnCreate Notify AdminCCs" that includes attachments (I've set the default to include links with an updated version of http://wiki.bestpractical.com/view/AddAttachmentLinksToMail) and sends the transaction to a specific address not otherwise assoicated with any group or role, for backup purposes. I would consider trying to somehow have this account added as a watcher for everything in the system, but that doesn't solve the problem that only it should get attachments. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Sat Oct 18 17:02:32 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Sat, 18 Oct 2008 14:02:32 -0700 Subject: [rt-users] Error trying to create a new user on new 3.8.1 install Message-ID: <6A8A671AFE630144BC8AE1D84E6700B801216C93@SR-ES-EMAIL01.canyonpartners.local> When I try to create a new user on a fresh 3.8.1 install, I get this message when I click on "create": Can't call method "Disabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. Im not sure what the error means, I haven't modified Modify.html or User_Overlay.pm at all. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 -------------- next part -------------- An HTML attachment was scrubbed... URL: From javoskam at uwaterloo.ca Sat Oct 18 14:44:50 2008 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Sat, 18 Oct 2008 14:44:50 -0400 Subject: [rt-users] Add search to RT System's saved searches In-Reply-To: <89237c480810171356t5db8eac4v6e99cea3a77a1db8@mail.gmail.com> References: <89237c480810171356t5db8eac4v6e99cea3a77a1db8@mail.gmail.com> Message-ID: <48FA2EA2.8020306@uwaterloo.ca> Ben Goodwin wrote: > Mathew, > > I was searching for an answer to this and ran across this post. I > thought I'd chime in and say, "me too!" with a couple more details. > > I'm running a new install of 3.8.1. I created a saved > search and saved it to the RT System's searches and expected to be > able to see it on all other accounts. I can't even find load is as a > previously-saved search. It also doesn't show up under Global/Rt at a > glance as an option. > > Have you had any further insights into the problem? > > Regards, > > -=| Ben What are people's permissions with regard to CreateSavedSearch, EditSavedSearches, LoadSavedSearch, and ShowSavedSearches? You can probably find them under Configuration->Global->GroupRights or use the RightsMatrix extension. Joe Average needs at least ShowSavedSearches and LoadSavedSearch to be able to use the RT System's searches. Jeff From monti.mail at gmail.com Sun Oct 19 08:42:47 2008 From: monti.mail at gmail.com (Monti gmail) Date: Sun, 19 Oct 2008 14:42:47 +0200 Subject: [rt-users] create ticket from email In-Reply-To: References: <996ab0890810151300j31a1f3bbr3930f55ca818ecbd@mail.gmail.com> Message-ID: Hi there, sorry to nag but I'm despaired to find a solution for a basic which should be common problem/need. I need the ability to create ticket from email. mailgate provides only "correspond" and "comment" actions while I need "create". Any suggestions? Thanks, On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail wrote: > Thank you. > I have seen it before but the mailgate has 2 available actions - > "correspond" and "comment", there is no "create". > how do I create using mailgate? > > > On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover wrote: > >> Monti- >> >> You will want to setup mailgate. See the wiki for more details here. >> >> http://wiki.bestpractical.com/view/EmailInterface >> >> Matt >> >> On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail wrote: >> >>> According to the documents I looked in, it is only possible to create new >>> ticket is from WEB and CLI, I could not find how to create ticket from >>> email. >>> is it possible? >>> is it requires any customizations? >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Sun Oct 19 08:57:41 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Sun, 19 Oct 2008 08:57:41 -0400 Subject: [rt-users] create ticket from email References: <996ab0890810151300j31a1f3bbr3930f55ca818ecbd@mail.gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA792490D61E0B6@EXMIAMI01.compupay.com> When you send it to the "correspond" address, it will create a new ticket if the following is true: the user has Create Ticket rights there isn't a ticket number (RT syntax) in the subject that will update an existing ticket. ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Monti gmail Sent: Sun 10/19/2008 8:42 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] create ticket from email Hi there, sorry to nag but I'm despaired to find a solution for a basic which should be common problem/need. I need the ability to create ticket from email. mailgate provides only "correspond" and "comment" actions while I need "create". Any suggestions? Thanks, On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail wrote: Thank you. I have seen it before but the mailgate has 2 available actions - "correspond" and "comment", there is no "create". how do I create using mailgate? On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover wrote: Monti- You will want to setup mailgate. See the wiki for more details here. http://wiki.bestpractical.com/view/EmailInterface Matt On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail wrote: According to the documents I looked in, it is only possible to create new ticket is from WEB and CLI, I could not find how to create ticket from email. is it possible? is it requires any customizations? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Sun Oct 19 11:27:23 2008 From: monti.mail at gmail.com (Monti gmail) Date: Sun, 19 Oct 2008 17:27:23 +0200 Subject: [rt-users] create ticket from email In-Reply-To: <7314881427FC8A4081673E8CEEA792490D61E0B6@EXMIAMI01.compupay.com> References: <996ab0890810151300j31a1f3bbr3930f55ca818ecbd@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490D61E0B6@EXMIAMI01.compupay.com> Message-ID: Thank you, that works grate :) Is there a way to set a Custom Field value in the email template? I have set a Custom Field for a queue, I want to be able to create a new ticket using mailgate but also to be able to set a value for the Custom Field. On Sun, Oct 19, 2008 at 2:57 PM, Helmuth Ramirez < HelmuthRamirez at compupay.com> wrote: > When you send it to the "correspond" address, it will create a new ticket > if the following is true: > > the user has Create Ticket rights > there isn't a ticket number (RT syntax) in the subject that will update an > existing ticket. > > ------------------------------ > *From:* rt-users-bounces at lists.bestpractical.com on behalf of Monti gmail > *Sent:* Sun 10/19/2008 8:42 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] create ticket from email > > Hi there, > sorry to nag but I'm despaired to find a solution for a basic which should > be common problem/need. > I need the ability to create ticket from email. > mailgate provides only "correspond" and "comment" actions while I need > "create". > Any suggestions? > > Thanks, > > On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail wrote: > >> Thank you. >> I have seen it before but the mailgate has 2 available actions - >> "correspond" and "comment", there is no "create". >> how do I create using mailgate? >> >> >> On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover wrote: >> >>> Monti- >>> >>> You will want to setup mailgate. See the wiki for more details here. >>> >>> http://wiki.bestpractical.com/view/EmailInterface >>> >>> Matt >>> >>> On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail wrote: >>> >>>> According to the documents I looked in, it is only possible to create >>>> new ticket is from WEB and CLI, I could not find how to create ticket from >>>> email. >>>> is it possible? >>>> is it requires any customizations? >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Sun Oct 19 12:42:02 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Sun, 19 Oct 2008 12:42:02 -0400 Subject: [rt-users] create ticket from email Message-ID: <7314881427FC8A4081673E8CEEA792490B70D5C7@EXMIAMI01.compupay.com> There are several ways to do that depending on exactly what you want to trigger the CF (custom field). Check out the wiki and archives for examples on scrips to look for certain words. Alternatively you can take a look at the mail commands option. Do a search on cpan for it, you can set CF's through there too. ________________________________ From: Monti gmail To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Sent: Sun Oct 19 10:27:23 2008 Subject: Re: [rt-users] create ticket from email Thank you, that works grate :) Is there a way to set a Custom Field value in the email template? I have set a Custom Field for a queue, I want to be able to create a new ticket using mailgate but also to be able to set a value for the Custom Field. On Sun, Oct 19, 2008 at 2:57 PM, Helmuth Ramirez wrote: When you send it to the "correspond" address, it will create a new ticket if the following is true: the user has Create Ticket rights there isn't a ticket number (RT syntax) in the subject that will update an existing ticket. ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Monti gmail Sent: Sun 10/19/2008 8:42 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] create ticket from email Hi there, sorry to nag but I'm despaired to find a solution for a basic which should be common problem/need. I need the ability to create ticket from email. mailgate provides only "correspond" and "comment" actions while I need "create". Any suggestions? Thanks, On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail wrote: Thank you. I have seen it before but the mailgate has 2 available actions - "correspond" and "comment", there is no "create". how do I create using mailgate? On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover wrote: Monti- You will want to setup mailgate. See the wiki for more details here. http://wiki.bestpractical.com/view/EmailInterface Matt On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail wrote: According to the documents I looked in, it is only possible to create new ticket is from WEB and CLI, I could not find how to create ticket from email. is it possible? is it requires any customizations? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Sun Oct 19 14:28:06 2008 From: monti.mail at gmail.com (Monti gmail) Date: Sun, 19 Oct 2008 20:28:06 +0200 Subject: [rt-users] RT-Extension-CommandByMail Message-ID: Hi, I am trying to install RT-Extension-CommandByMail Extention and it does not work well. I have setup the configuration and i am running RT 3.8 so I did not need to run the patch installation. I ran the Makefile.PL and got this: perl Makefile.PL Cannot determine perl version info from lib/RT/Extension/CommandByMail.pm LEGAL WARNING: 'All rights reserved' may invalidate Open Source licenses. Consider removing it. at inc/Module/Install/Metadata.pm line 305. Using RT configuration from /opt/rt3/lib/RT.pm: ./lib => /opt/rt3/local/plugins/RT-Extension-CommandByMail/lib *** Module::AutoInstall version 1.03 *** Checking for Perl dependencies... [Core Features] - Test::More ...loaded. (0.8) - IPC::Open2 ...loaded. (1.02) - UNIVERSAL::require ...loaded. (0.11) - MIME::Entity ...loaded. (5.426 >= 5.420) *** Module::AutoInstall configuration finished. Open input '/tmp/RT-Extension-CommandByMail-0.06/t/utils.pl' file for substitution Open output '/tmp/RT-Extension-CommandByMail-0.06/t/utils.pl' file for substitution Writing Makefile for RT::Extension::CommandByMail When I restart the webserver I get this error: Sun Oct 19 20:23:25 2008]* [error] Can't locate RT/Extension/CommandByMail.pm in @INC (@INC contains:*/opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line 595.\nCompilation failed in require at (eval 2) line 1.\n Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Sun Oct 19 14:23:27 2008 From: JacG at kocschool.k12.tr (Jac Gubbels GUBBELS) Date: Sun, 19 Oct 2008 21:23:27 +0300 Subject: [rt-users] character encoding issues after updating Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E037AD325@kl1srv4.kol.vkv> Hi, After having successfully implemented version 3.6.4 in our organization, I have started an attempt at updating the installation to 3.8.1. It seems to be successful, however I have one show stopping issue. When I look at the tickets the Turkish characters we use have become corrupted. Here is what I do in terms of upgrading the database: * I copy the database to a new one using phpmyadmin (I can run the new version now! even without the db update, but with the character issues) * I run the update script over the copy (from the temporary directory that holds the 'upgrade' directory) * I am using the copy for the new installation as I have to keep the original database in one piece, it is live... When I look at the fields in the database I see no differences between the two ('fotokopi(C500) sar?? ve mavi toner bitik!' remains 'fotokopi(C500) sar?? ve mavi toner bitik!' - apparently we need blue and yellow toner for a printer ;-), so that makes me think something changed somewhere else. 3.6.4 shows this ticket as it should, with a dotless i, 3.8.1 gives '??' When I play with the character encoding using my browser I am not able to get things to show up right. Any suggestions would be great. -- Jac Istanbul, Turkey -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Sun Oct 19 14:37:20 2008 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Sun, 19 Oct 2008 20:37:20 +0200 Subject: [rt-users] RT-Extension-CommandByMail In-Reply-To: References: Message-ID: <48FB7E60.5060408@mococo.nl> Monti gmail wrote: > Hi, > > I am trying to install RT-Extension-CommandByMail Extention and it does > not work well. > > When I restart the webserver I get this error: > > Sun Oct 19 20:23:25 2008]* [error] Can't locate > RT/Extension/CommandByMail.pm in @INC (@INC contains:* > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line > 595.\nCompilation failed in require at (eval 2) line 1.\n > > > Any ideas? Yes, install rt-3.8.1 because it has a fix for the plugin paths which are broken in 3.8.0. See also the release notes for 3.8.1 which contain more info on other important things fixed in that version. Greetings, Joop From v.wawryk at science-computing.de Mon Oct 20 02:53:33 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Mon, 20 Oct 2008 08:53:33 +0200 Subject: [rt-users] help with scrip In-Reply-To: <6.2.1.2.2.20081017092051.0272b668@mail.sdsu.edu> References: <48F756AD.9050700@science-computing.de> <48F75E6A.4090508@science-computing.de> <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> <48F86208.1030000@science-computing.de> <6.2.1.2.2.20081017092051.0272b668@mail.sdsu.edu> Message-ID: <48FC2AED.90207@science-computing.de> Hi Gene, good idea, thanks. But didn't work either. The scip is than always applicable and always applies the customfield which it should not do. *args* I also tried unless, but than I get the errormessage: Scrip 17 IsApplicable failed: syntax error at (eval 950) line 1, near "->Subject unless" So I guess this strange perl doesn't know unless. Somehow I cannot believe that noone ever tried something like this. Frustated Greetings Violetta Gene LeDuc schrieb: > Hi Violetta, > > Try this: > > if ( $self->TransactionObj->Type eq "Create" && > ! ( $self->TicketObj->Subject =~ /proje[c|k]t: /i || > $self->TicketObj->Subject =~ /akut: /i ) ) > > Regards, > Gene -- 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 v.wawryk at science-computing.de Mon Oct 20 03:51:28 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Mon, 20 Oct 2008 09:51:28 +0200 Subject: [rt-users] create ticket from email In-Reply-To: References: <996ab0890810151300j31a1f3bbr3930f55ca818ecbd@mail.gmail.com> Message-ID: <48FC3880.30804@science-computing.de> Hi, you don't need create. For that you also user correspond. Regards, Violetta Monti gmail schrieb: > Hi there, > sorry to nag but I'm despaired to find a solution for a basic which should > be common problem/need. > I need the ability to create ticket from email. > mailgate provides only "correspond" and "comment" actions while I need > "create". > Any suggestions? > > Thanks, > > On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail wrote: > >> Thank you. >> I have seen it before but the mailgate has 2 available actions - >> "correspond" and "comment", there is no "create". >> how do I create using mailgate? >> >> >> On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover wrote: >> >>> Monti- >>> >>> You will want to setup mailgate. See the wiki for more details here. >>> >>> http://wiki.bestpractical.com/view/EmailInterface >>> >>> Matt >>> >>> On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail wrote: >>> >>>> According to the documents I looked in, it is only possible to create new >>>> ticket is from WEB and CLI, I could not find how to create ticket from >>>> email. >>>> is it possible? >>>> is it requires any customizations? >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 -- ________________________________ creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- 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 dorotheamuecke at googlemail.com Mon Oct 20 04:40:51 2008 From: dorotheamuecke at googlemail.com (Dorothea Muecke-Herzberg) Date: Mon, 20 Oct 2008 09:40:51 +0100 Subject: [rt-users] prevent AdminCC to get emails twice with NotifyActor=1 Message-ID: Hello, we are running RT 3.6.3. Our users prefer have NotifyActor set to 1. But we now have the problem that AdminCc receive emails twice now when a ticket is updated which they have created themselves. How can we prevent this from happening? Many thanks in advance Dorothea From monti.mail at gmail.com Mon Oct 20 05:42:41 2008 From: monti.mail at gmail.com (Monti gmail) Date: Mon, 20 Oct 2008 11:42:41 +0200 Subject: [rt-users] RT-Extension-CommandByMail In-Reply-To: <48FB7E60.5060408@mococo.nl> References: <48FB7E60.5060408@mococo.nl> Message-ID: Thanks, that helped. I don't have this error no more, but still I can't get RT-Extension-CommandByMail-0.06 to work. I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.06 according to the manual with the required configuration. when I test it there is no error, the ticket is open and discrds the fields I used as described RT-Extension-CommandByMail manual... I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue --action correspond --url http://myrtserver from: monti.mail at gmail.com Subject: one more DependsOn: 62 Owner: monti some text goes here ^D but the ticket is created without the "DependsOn" and "Owner" fields. how do I debug this? On Sun, Oct 19, 2008 at 8:37 PM, Joop van de Wege wrote: > Monti gmail wrote: > >> Hi, >> >> I am trying to install RT-Extension-CommandByMail Extention and it does >> not work well. >> >> When I restart the webserver I get this error: >> >> Sun Oct 19 20:23:25 2008]* [error] Can't locate >> RT/Extension/CommandByMail.pm in @INC (@INC contains:* >> /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib >> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >> /usr/lib/perl5/site_perl >> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 >> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 >> /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line >> 595.\nCompilation failed in require at (eval 2) line 1.\n >> >> >> Any ideas? >> > Yes, install rt-3.8.1 because it has a fix for the plugin paths which are > broken in 3.8.0. See also the release notes for 3.8.1 which contain more > info on other important things fixed in that version. > > Greetings, > > Joop > -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Mon Oct 20 06:36:44 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 20 Oct 2008 12:36:44 +0200 Subject: [rt-users] Creating a hyperlink from _two_ custom fields? In-Reply-To: <2d460de70810140255w641eb789tcfc7a7d4c32dbe73@mail.gmail.com> References: <2d460de70810140255w641eb789tcfc7a7d4c32dbe73@mail.gmail.com> Message-ID: <2d460de70810200336y656e67e1gf61b0ec490715990@mail.gmail.com> Apparently what I asked is not possible, by default. Would it make sense to create a feature request from this: On Tue, Oct 14, 2008 at 11:55, Richard Hartmann wrote: > Hi all, > > is it possible to access information from CF foo from the 'Link values > to' field of CF bar? If yes, what would the syntax be? The normal one > used in Scrips? > > > Thanks, > Richard > From nikita.gubenko at gmail.com Mon Oct 20 08:19:51 2008 From: nikita.gubenko at gmail.com (Nikita Gubenko) Date: Mon, 20 Oct 2008 15:19:51 +0300 Subject: [rt-users] version Message-ID: <48FC7767.8010202@gmail.com> Hello What version of RT is the most stable now? I have 3.6.3 now and want to upgrade. What version would u recommend? Thanks From jesse at bestpractical.com Mon Oct 20 08:46:56 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 20 Oct 2008 08:46:56 -0400 Subject: [rt-users] character encoding issues after updating In-Reply-To: <95E0E8407D5E734C9AC2A29AC8EAA34E037AD325@kl1srv4.kol.vkv> References: <95E0E8407D5E734C9AC2A29AC8EAA34E037AD325@kl1srv4.kol.vkv> Message-ID: <20081020124656.GF1544@31b.local> On Sun 19.Oct'08 at 21:23:27 +0300, Jac Gubbels GUBBELS wrote: > Hi, > > After having successfully implemented version 3.6.4 in our organization, I > have started an attempt at updating the installation to 3.8.1. It seems to > be successful, however I have one show stopping issue. When I look at the > tickets the Turkish characters we use have become corrupted. Here is what > I do in terms of upgrading the database: There's an upgrade script one needs to run, documented in the UPGRADING file. It's badly named (etc/schema.mysql-4.0-4.1.pl), but you need it. > > * I copy the database to a new one using phpmyadmin (I can run the new > version now! even without the db update, but with the character issues) > * I run the update script over the copy (from the temporary directory that > holds the 'upgrade' directory) > * I am using the copy for the new installation as I have to keep the > original database in one piece, it is live... > > When I look at the fields in the database I see no differences between the > two ('fotokopi(C500) sar?? ve mavi toner bitik!' remains 'fotokopi(C500) > sar?? ve mavi toner bitik!' - apparently we need blue and yellow toner > for a printer ;-), so that makes me think something changed somewhere > else. 3.6.4 shows this ticket as it should, with a dotless i, 3.8.1 gives > '??' > > When I play with the character encoding using my browser I am not able to > get things to show up right. > > Any suggestions would be great. > > -- Jac > Istanbul, Turkey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 elacour at easter-eggs.com Mon Oct 20 09:08:34 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 20 Oct 2008 15:08:34 +0200 Subject: [rt-users] version In-Reply-To: <48FC7767.8010202@gmail.com> References: <48FC7767.8010202@gmail.com> Message-ID: <20081020130834.GH24576@easter-eggs.com> On Mon, Oct 20, 2008 at 03:19:51PM +0300, Nikita Gubenko wrote: > Hello > What version of RT is the most stable now? I have 3.6.3 now and want to > upgrade. What version would u recommend? Thanks > 3.8.1 is the latest stable release, don't forgot to read UPGRADING.mysql if you're using mysql ;) I have currently 3 3.8.1 in production without trouble :) From sturner at MIT.EDU Mon Oct 20 09:35:33 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 20 Oct 2008 09:35:33 -0400 Subject: [rt-users] Using default scrip actions to create a "tee" for transactions In-Reply-To: References: Message-ID: On Fri, 17 Oct 2008 17:50:11 -0400, Jerrad Pierce wrote: > Anyone know an easy way to get ahold of the code for default scrip > actions? > Jerrad, Look in lib/RT/Action Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From sturner at MIT.EDU Mon Oct 20 09:38:00 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 20 Oct 2008 09:38:00 -0400 Subject: [rt-users] create ticket from email In-Reply-To: References: <996ab0890810151300j31a1f3bbr3930f55ca818ecbd@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490D61E0B6@EXMIAMI01.compupay.com> Message-ID: On Sun, 19 Oct 2008 11:27:23 -0400, Monti gmail wrote: > Thank you, that works grate :) > Is there a way to set a Custom Field value in the email template? > > I have set a Custom Field for a queue, I want to be able to create a new > ticket using mailgate but also to be able to set a value for the Custom > Field. Take a look at Dirk Pape's Extract Custom Fields: http://wiki.bestpractical.com/view/ExtractCustomFieldValues Steve From richih.mailinglist at gmail.com Mon Oct 20 10:18:46 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 20 Oct 2008 16:18:46 +0200 Subject: [rt-users] Accessing the ticket object from lib/RT/ObjectCustomFieldValue_Overlay.pm Message-ID: <2d460de70810200718n3c765df2jb97c84b4080c43a5@mail.gmail.com> Hi all, I am working on extending what you can display in a Custom Field's URL. For that, I need to access the ticket object. The problem is that, at this scoping level, $TicketObj does not exist. Thus, I need to build a new one, at this point. I tried to bake my own, using my $TicketObj = LoadTicket(@{[$self->ObjectId]}); within _FillInTemplateURL() in ObjectCustomFieldValue_Overlay.pm , which resulted in Can't call method "_Accessible" without a package or object reference at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Record.pm line 423. which smells of lacking context. Is it even possible to do what I want, here? Am I better off filling the values for this at an earlier point? If yes, where? Finally, would such a feature be desirable for RT at large, i.e. would a patch be accepted? Thanks, Richard From ranatanveer at gmail.com Mon Oct 20 11:11:54 2008 From: ranatanveer at gmail.com (Rana Tanveer) Date: Mon, 20 Oct 2008 21:11:54 +0600 Subject: [rt-users] RT thinks this message may be a bounce Message-ID: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> Hi RT Experts I am using RT 3.6.5. on a Fedora 9 Machine, everything is fine but on my few merged ticket i get the following error mail generated and sent to root user. on every reply this error mail generated. "RT thinks this message may be a bounce" could someone guide me where should i look for this error? and how to overcome this? This problem is only with merged tickets only -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Mon Oct 20 11:25:24 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 20 Oct 2008 17:25:24 +0200 Subject: [rt-users] Creating my own Scrip conditions Message-ID: <2d460de70810200825w719e01ahe1c22275ba99c6d0@mail.gmail.com> Hi all, I have created a lib/RT/Condition/ZabbixEventStatusChange.pm which contains the following (pruned down to the relevant part): sub IsApplicable { my $self = shift; if ($self->TransactionObj->Field =~ /zabbix_event_status/) { return(1); } else { return(undef); } } Also, I added { Name => 'On zabbix_event_status Change', # loc Description => 'Whenever a ticket\'s zabbix_event_status changes', # loc ApplicableTransTypes => 'Set', ExecModule => 'ZabbixEventStatusChange', }, to @ScripConditions in etc/initialdata . I have four questions regarding this: 1) Is the this the correct thing to do? If not, what is the correct approach? The condition does not show up in RT, even after an Apache restart which included killing the mason cache, so I probably did something wrong. 2) Is =~ /foo/ the correct thing to do, here? I decided to play it save and not match too narrowly, atm. 3) What happens if a user sets his locale to, say, french, for which I did not provide a translation. Will RT fall back gracefully? 4) Can I overlay .po files? I did not even try as I suspect that will not work, anyway. All feedback extremely appreciated. RT fits our needs better and better, I just need to iron out the last few things, including this one :) Richard PS: If someone can tell me how to merge tickets from within the scrip I am writing, that would be awesome. Else, I will just figure it out, myself :) PPS: The goal is to merge all tickets our Zabbix instances create to inform us of trigger changing to OFF into the tickets which set the initial ON for the tuple of zabbix instance & event id. If anyone needs such a thing for themselves, I will share, gladly. From jpierce at cambridgeenergyalliance.org Mon Oct 20 12:01:24 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 20 Oct 2008 12:01:24 -0400 Subject: [rt-users] Forwarding not shown in transaction history Message-ID: Is the forwarding of messages supposed to be omitted from a ticket's history? That seems like an odd choice, but I just noticed their absence, and wanted to ensure that our setup is functioning properly. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Mon Oct 20 13:29:29 2008 From: JacG at kocschool.k12.tr (Jac Gubbels GUBBELS) Date: Mon, 20 Oct 2008 20:29:29 +0300 Subject: [rt-users] character encoding issues after updating References: <95E0E8407D5E734C9AC2A29AC8EAA34E037AD325@kl1srv4.kol.vkv> <20081020124656.GF1544@31b.local> Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E037AD328@kl1srv4.kol.vkv> Thanks heaps! I read the README and UPGRADING instructions but somehow missed UPGRADING.mysql. Sorry for bothering you! Keep up the good work! -- Jac -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Mon 10/20/2008 3:46 PM To: Jac Gubbels GUBBELS Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] character encoding issues after updating On Sun 19.Oct'08 at 21:23:27 +0300, Jac Gubbels GUBBELS wrote: > Hi, > > After having successfully implemented version 3.6.4 in our organization, I > have started an attempt at updating the installation to 3.8.1. It seems to > be successful, however I have one show stopping issue. When I look at the > tickets the Turkish characters we use have become corrupted. Here is what > I do in terms of upgrading the database: There's an upgrade script one needs to run, documented in the UPGRADING file. It's badly named (etc/schema.mysql-4.0-4.1.pl), but you need it. > > * I copy the database to a new one using phpmyadmin (I can run the new > version now! even without the db update, but with the character issues) > * I run the update script over the copy (from the temporary directory that > holds the 'upgrade' directory) > * I am using the copy for the new installation as I have to keep the > original database in one piece, it is live... > > When I look at the fields in the database I see no differences between the > two ('fotokopi(C500) sar?? ve mavi toner bitik!' remains 'fotokopi(C500) > sar?? ve mavi toner bitik!' - apparently we need blue and yellow toner > for a printer ;-), so that makes me think something changed somewhere > else. 3.6.4 shows this ticket as it should, with a dotless i, 3.8.1 gives > '??' > > When I play with the character encoding using my browser I am not able to > get things to show up right. > > Any suggestions would be great. > > -- Jac > Istanbul, Turkey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 alexyoung at scoutsolutions.co.uk Mon Oct 20 15:19:07 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Mon, 20 Oct 2008 20:19:07 +0100 Subject: [rt-users] Escelation and on-resolve scrip Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64B2BFDA@s-wor-e-001.SCOUTSOFFICE.local> Hi, I am using LinearEscalate each night to escalate tickets, but it also escalates tickets that are dependent on other tickets. I was thinking perhaps it was possible to reset a child ticket depending on the queues standard settings, as if it was just created. In otherwords, when the parent is resolved, the child ticket would take todays date and add the queues due date to it along with the queues priority. Or is there another way to work around escalation of the child tickets? How do others stop the escalation of the child tickets, or do you just leave them all escalated with a very short, or expired, due date? Thanks, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Mon Oct 20 15:25:12 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Mon, 20 Oct 2008 12:25:12 -0700 Subject: [rt-users] Error trying to create a new user on new 3.8.1 install In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B801216C93@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B801216C93@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B801216D69@SR-ES-EMAIL01.canyonpartners.local> Also, when I look at messages log it has this error every time I click on create: "RT: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113)" Anybody have any ideas? I got my fresh install working great except for this show stopper. Thanks again for any insight. Sean From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean McCreadie Sent: Saturday, October 18, 2008 2:03 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Error trying to create a new user on new 3.8.1 install When I try to create a new user on a fresh 3.8.1 install, I get this message when I click on "create": Can't call method "Disabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. Im not sure what the error means, I haven't modified Modify.html or User_Overlay.pm at all. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Oct 20 15:32:07 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Oct 2008 12:32:07 -0700 Subject: [rt-users] Error trying to create a new user on new 3.8.1 install In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B801216D69@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B801216C93@SR-ES-EMAIL01.canyonpartners.local> <6A8A671AFE630144BC8AE1D84E6700B801216D69@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <48FCDCB7.6080404@lbl.gov> Sean, What autorization extensions are you using in your RT_SiteConfig.pm settings? Kenn LBNL On 10/20/2008 12:25 PM, Sean McCreadie wrote: > Also, when I look at messages log it has this error every time I click > on create: > > > > > > ?RT: Couldn't get principal for not loaded object > (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113)? > > > > > > Anybody have any ideas? I got my fresh install working great except for > this show stopper. Thanks again for any insight. > > > > Sean > > > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Sean > McCreadie > *Sent:* Saturday, October 18, 2008 2:03 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Error trying to create a new user on new 3.8.1 install > > > > When I try to create a new user on a fresh 3.8.1 install, I get this > message when I click on ?create?: > > > > Can't call method "Disabled" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. > > > > Im not sure what the error means, I haven?t modified Modify.html or > User_Overlay.pm at all. Thanks in advance for any help. > > > > > > Sean McCreadie > > IT Support > > Canyon Partners, LLC > > 310 272 1764 > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From alexyoung at scoutsolutions.co.uk Mon Oct 20 15:32:33 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Mon, 20 Oct 2008 20:32:33 +0100 Subject: [rt-users] Search result when searching content? Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64B2BFDB@s-wor-e-001.SCOUTSOFFICE.local> I have been doing the following search: ( Status = 'new' OR Status = 'open' OR Status = 'stalled' OR Status = 'resolved' ) AND ( Content LIKE 'test' ) This doesn't return tickets that have 'Test' and not 'test' in them. Shouldn't it return all tickets if using LIKE? Is it a bug, or is it a config item hidden away somewhere? This is version 3.8.1. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Mon Oct 20 15:36:48 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Mon, 20 Oct 2008 12:36:48 -0700 Subject: [rt-users] Error trying to create a new user on new 3.8.1 install In-Reply-To: <48FCDCB7.6080404@lbl.gov> References: <6A8A671AFE630144BC8AE1D84E6700B801216C93@SR-ES-EMAIL01.canyonpartners.local> <6A8A671AFE630144BC8AE1D84E6700B801216D69@SR-ES-EMAIL01.canyonpartners.local> <48FCDCB7.6080404@lbl.gov> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B801216D74@SR-ES-EMAIL01.canyonpartners.local> Kenn, I have aded RTFM, and RTx-Calendar (which ive used before with no problems), but I did just add TicketLocking extension to my new build because it looks like something we could use. Should I disable them in RT_Siteconfig to test? Thanks for the quick response. Sean -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Monday, October 20, 2008 12:32 PM To: Sean McCreadie Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Error trying to create a new user on new 3.8.1 install Sean, What autorization extensions are you using in your RT_SiteConfig.pm settings? Kenn LBNL On 10/20/2008 12:25 PM, Sean McCreadie wrote: > Also, when I look at messages log it has this error every time I click > on create: > > > > > > "RT: Couldn't get principal for not loaded object > (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113)" > > > > > > Anybody have any ideas? I got my fresh install working great except for > this show stopper. Thanks again for any insight. > > > > Sean > > > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Sean > McCreadie > *Sent:* Saturday, October 18, 2008 2:03 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Error trying to create a new user on new 3.8.1 install > > > > When I try to create a new user on a fresh 3.8.1 install, I get this > message when I click on "create": > > > > Can't call method "Disabled" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. > > > > Im not sure what the error means, I haven't modified Modify.html or > User_Overlay.pm at all. Thanks in advance for any help. > > > > > > Sean McCreadie > > IT Support > > Canyon Partners, LLC > > 310 272 1764 > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From alexyoung at scoutsolutions.co.uk Mon Oct 20 15:38:30 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Mon, 20 Oct 2008 20:38:30 +0100 Subject: [rt-users] RTx-EmailCompletion and RTFM incompatible? Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64B2BFDC@s-wor-e-001.SCOUTSOFFICE.local> 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. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Oct 20 15:41:22 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Oct 2008 12:41:22 -0700 Subject: [rt-users] prevent AdminCC to get emails twice with NotifyActor=1 In-Reply-To: References: Message-ID: <48FCDEE2.2010501@lbl.gov> Dorothea, That's the very reason RT came up with turning OFF the actor. I don't think they can have it both ways. If they are doing the transaction, then they already KNOW they did it and RT STILL keeps the trans in history. You might have to write a scrip that examines the creator and compares it to the AdminCC on certain transaction types and turn it off for that actor or role. Kind of a messy way to stop a redundant email when RT already offers that by turning of NotifyActor. Kenn LBNL On 10/20/2008 1:40 AM, Dorothea Muecke-Herzberg wrote: > Hello, > > we are running RT 3.6.3. Our users prefer have NotifyActor set to 1. > But we now have the > problem that AdminCc receive emails twice now when a ticket is updated > which they > have created themselves. How can we prevent this from happening? > > Many thanks in advance > > Dorothea > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Oct 20 15:44:20 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Oct 2008 12:44:20 -0700 Subject: [rt-users] Creating a hyperlink from _two_ custom fields? In-Reply-To: <2d460de70810200336y656e67e1gf61b0ec490715990@mail.gmail.com> References: <2d460de70810140255w641eb789tcfc7a7d4c32dbe73@mail.gmail.com> <2d460de70810200336y656e67e1gf61b0ec490715990@mail.gmail.com> Message-ID: <48FCDF94.108@lbl.gov> Richard, I thought there was already a "hyperlink" connection ability available when setting up a CF called "Link Values To". Kenn LBNL On 10/20/2008 3:36 AM, Richard Hartmann wrote: > Apparently what I asked is not possible, by default. > > Would it make sense to create a feature request from this: > > > On Tue, Oct 14, 2008 at 11:55, Richard Hartmann > wrote: >> Hi all, >> >> is it possible to access information from CF foo from the 'Link values >> to' field of CF bar? If yes, what would the syntax be? The normal one >> used in Scrips? >> >> >> Thanks, >> Richard >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Oct 20 15:47:23 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Oct 2008 12:47:23 -0700 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> Message-ID: <48FCE04B.2020202@lbl.gov> Rana, When you merged the initial ticket, did you merge it into a ticket in the same queue? Kenn LBNL On 10/20/2008 8:11 AM, Rana Tanveer wrote: > Hi RT Experts > > I am using RT 3.6.5. on a Fedora 9 Machine, everything > is fine > > but on my few merged ticket i get the following error mail generated and > sent to root user. on every reply this error mail generated. > > "RT thinks this message may be a bounce" > > could someone guide me where should i look for this error? and how to > overcome this? > > This problem is only with merged tickets only > > > -- > --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.com > --------------------------------------------- > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Mon Oct 20 15:50:58 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Oct 2008 12:50:58 -0700 Subject: [rt-users] Creating my own Scrip conditions In-Reply-To: <2d460de70810200825w719e01ahe1c22275ba99c6d0@mail.gmail.com> References: <2d460de70810200825w719e01ahe1c22275ba99c6d0@mail.gmail.com> Message-ID: <48FCE122.20406@lbl.gov> Richard, I'm not sure I understand WHY you are creating new conditions. If you are trying to create your own scrips for non-default situations, I would recommend setting the Condition to "User-defined" and coding the correct perl for that condition. I do not understand why you would want top mess around with the code in the directories. Is there some condition you need to look for that is not codable in perl? Kenn LBNL On 10/20/2008 8:25 AM, Richard Hartmann wrote: > Hi all, > > I have created a lib/RT/Condition/ZabbixEventStatusChange.pm which > contains the following (pruned down to the relevant part): > > sub IsApplicable { > my $self = shift; > if ($self->TransactionObj->Field =~ /zabbix_event_status/) { > return(1); > } > else { > return(undef); > } > } > > Also, I added > > { > > Name => 'On zabbix_event_status Change', > # loc > Description => 'Whenever a ticket\'s > zabbix_event_status changes', # loc > ApplicableTransTypes => 'Set', > ExecModule => 'ZabbixEventStatusChange', > }, > > to @ScripConditions in etc/initialdata . > > I have four questions regarding this: > > 1) Is the this the correct thing to do? If not, what is the correct > approach? The condition does not show up in RT, even after an Apache > restart which included killing the mason cache, so I probably did > something wrong. > > 2) Is =~ /foo/ the correct thing to do, here? I decided to play it save > and not match too narrowly, atm. > > 3) What happens if a user sets his locale to, say, french, for which I > did not provide a translation. Will RT fall back gracefully? > > 4) Can I overlay .po files? I did not even try as I suspect that will > not work, anyway. > > > All feedback extremely appreciated. RT fits our needs better and better, > I just need to iron out the last few things, including this one :) > > > Richard > > > PS: If someone can tell me how to merge tickets from within the scrip I > am writing, that would be awesome. Else, I will just figure it out, > myself :) > > PPS: The goal is to merge all tickets our Zabbix instances create to > inform us of trigger changing to OFF into the tickets which set the > initial ON for the tuple of zabbix instance & event id. If anyone needs > such a thing for themselves, I will share, gladly. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Oct 20 15:54:51 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Oct 2008 12:54:51 -0700 Subject: [rt-users] Error trying to create a new user on new 3.8.1 install In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B801216D74@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B801216C93@SR-ES-EMAIL01.canyonpartners.local> <6A8A671AFE630144BC8AE1D84E6700B801216D69@SR-ES-EMAIL01.canyonpartners.local> <48FCDCB7.6080404@lbl.gov> <6A8A671AFE630144BC8AE1D84E6700B801216D74@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <48FCE20B.2060406@lbl.gov> Sean, I was thinking more along the lines of the problem I had when I tried to add a new user and the LDAP authorization setting was on, ergo not allowing me to do so since I could not sign on using their LDAP. I don't using ticket locking or whatever. I'd have to look at it to see if that is also a reasonable cause. Sorry. Kenn LBNL On 10/20/2008 12:36 PM, Sean McCreadie wrote: > Kenn, > > I have aded RTFM, and RTx-Calendar (which ive used before with no > problems), but I did just add TicketLocking extension to my new build > because it looks like something we could use. Should I disable them in > RT_Siteconfig to test? Thanks for the quick response. > Sean > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Monday, October 20, 2008 12:32 PM > To: Sean McCreadie > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Error trying to create a new user on new 3.8.1 > install > > Sean, > > > What autorization extensions are you using in your > RT_SiteConfig.pm > settings? > > > Kenn > LBNL > > On 10/20/2008 12:25 PM, Sean McCreadie wrote: >> Also, when I look at messages log it has this error every time I click > >> on create: >> >> >> >> >> >> "RT: Couldn't get principal for not loaded object >> (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113)" >> >> >> >> >> >> Anybody have any ideas? I got my fresh install working great except > for >> this show stopper. Thanks again for any insight. >> >> >> >> Sean >> >> >> >> *From:* rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Sean >> McCreadie >> *Sent:* Saturday, October 18, 2008 2:03 PM >> *To:* rt-users at lists.bestpractical.com >> *Subject:* [rt-users] Error trying to create a new user on new 3.8.1 > install >> >> >> When I try to create a new user on a fresh 3.8.1 install, I get this >> message when I click on "create": >> >> >> >> Can't call method "Disabled" on an undefined value at >> /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. >> >> >> >> Im not sure what the error means, I haven't modified Modify.html or >> User_Overlay.pm at all. Thanks in advance for any help. >> >> >> >> >> >> Sean McCreadie >> >> IT Support >> >> Canyon Partners, LLC >> >> 310 272 1764 >> >> >> >> >> > ------------------------------------------------------------------------ >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > From sturner at MIT.EDU Mon Oct 20 15:58:29 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 20 Oct 2008 15:58:29 -0400 Subject: [rt-users] prevent AdminCC to get emails twice with NotifyActor=1 In-Reply-To: <48FCDEE2.2010501@lbl.gov> References: <48FCDEE2.2010501@lbl.gov> Message-ID: On Mon, 20 Oct 2008 15:41:22 -0400, Kenneth Crocker wrote: > Dorothea, > > > That's the very reason RT came up with turning OFF the actor. I don't > think they can have it both ways. If they are doing the transaction, > then they already KNOW they did it and RT STILL keeps the trans in > history. You might have to write a scrip that examines the creator and > compares it to the AdminCC on certain transaction types and turn it off > for that actor or role. Kind of a messy way to stop a redundant email > when RT already offers that by turning of NotifyActor. > > > Kenn > LBNL > I believe the NotifyActor is to prevent people getting copies of their own updates, not to avoid duplicate messages. Dorothea - I'm guessing, but you probably have scrips like this: On Correspond Notify Requestors ... On Correspond Notify AdminCcs ... And when the requestor is the person adding a reply, both scrips send mail. You could try just having one scrip for replies, for example: On Correspond Notify Requestors, Ccs, AdminCcs, and Other Recipients ... You'll need to insert into the ScripActions table to make this action available in the web interface. You lose the ability to have different templates for Requestors and AdminCcs, but that might be OK for you. Steve > On 10/20/2008 1:40 AM, Dorothea Muecke-Herzberg wrote: >> Hello, >> >> we are running RT 3.6.3. Our users prefer have NotifyActor set to 1. >> But we now have the >> problem that AdminCc receive emails twice now when a ticket is updated >> which they >> have created themselves. How can we prevent this from happening? >> >> Many thanks in advance >> >> Dorothea -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From KFCrocker at lbl.gov Mon Oct 20 16:24:49 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Oct 2008 13:24:49 -0700 Subject: [rt-users] help with scrip In-Reply-To: <48FC2AED.90207@science-computing.de> References: <48F756AD.9050700@science-computing.de> <48F75E6A.4090508@science-computing.de> <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> <48F86208.1030000@science-computing.de> <6.2.1.2.2.20081017092051.0272b668@mail.sdsu.edu> <48FC2AED.90207@science-computing.de> Message-ID: <48FCE911.20406@lbl.gov> Violetta, I missed this thread. What are you trying to do? Kenn LBNL On 10/19/2008 11:53 PM, Violetta Wawryk wrote: > Hi Gene, > > good idea, thanks. But didn't work either. The scip is than always > applicable and always applies the customfield which it should not do. *args* > > I also tried unless, but than I get the errormessage: > > Scrip 17 IsApplicable failed: syntax error at (eval 950) line 1, near > "->Subject unless" > > So I guess this strange perl doesn't know unless. > > Somehow I cannot believe that noone ever tried something like this. > > Frustated Greetings > Violetta > > > Gene LeDuc schrieb: >> Hi Violetta, >> >> Try this: >> >> if ( $self->TransactionObj->Type eq "Create" && >> ! ( $self->TicketObj->Subject =~ /proje[c|k]t: /i || >> $self->TicketObj->Subject =~ /akut: /i ) ) >> >> Regards, >> Gene > > > From richih.mailinglist at gmail.com Mon Oct 20 16:39:23 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 20 Oct 2008 22:39:23 +0200 Subject: [rt-users] Creating a hyperlink from _two_ custom fields? In-Reply-To: <48FCDF94.108@lbl.gov> References: <2d460de70810140255w641eb789tcfc7a7d4c32dbe73@mail.gmail.com> <2d460de70810200336y656e67e1gf61b0ec490715990@mail.gmail.com> <48FCDF94.108@lbl.gov> Message-ID: <2d460de70810201339w25bb0017vb8ddca6cd5fddf3b@mail.gmail.com> On Mon, Oct 20, 2008 at 21:44, Kenneth Crocker wrote: > I thought there was already a "hyperlink" connection ability > available when setting up a CF called "Link Values To". Of course. I need to link to build a link from more values, though. I have CF.{reporting_host} & CF.{zabbix_event_id} I need to create a link like https://CF.{reporting_host}/some/path/CF.{zabbix_event_id} Thanks, Richard From richih.mailinglist at gmail.com Mon Oct 20 16:44:58 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 20 Oct 2008 22:44:58 +0200 Subject: [rt-users] Creating my own Scrip conditions In-Reply-To: <48FCE122.20406@lbl.gov> References: <2d460de70810200825w719e01ahe1c22275ba99c6d0@mail.gmail.com> <48FCE122.20406@lbl.gov> Message-ID: <2d460de70810201344p4db05825xea8768971a142894@mail.gmail.com> On Mon, Oct 20, 2008 at 21:50, Kenneth Crocker wrote: > I'm not sure I understand WHY you are creating new conditions. Because I need to test on the status of CF.{zabbix_event_status} > If you > are trying to create your own scrips for non-default situations, I would > recommend setting the Condition to "User-defined" and coding the correct > perl for that condition. I do not understand why you would want top mess > around with the code in the directories. Is there some condition you need to > look for that is not codable in perl? No, but jibsheet in #rt suggested this approach as you can then check in your changes into svn. Also, I could not find any useful snippets for the scrip conditions (i.e. what is needed, what to leave out when compared to the file-based approach) whereas it's trivial to template from the files. Thanks, Richard From jpierce at cambridgeenergyalliance.org Mon Oct 20 16:55:27 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 20 Oct 2008 16:55:27 -0400 Subject: [rt-users] RT Update and Bulk Update Message-ID: I'm having a similar issue as described here, http://www.gossamer-threads.com/lists/rt/users/73096, and was wondering if it had been resolved i.e; some way to not send transaction notices for bulk update operations OR better still, to send a single message/digest, rather than umpteen individual messages. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.techgeeks at gmail.com Mon Oct 20 16:59:22 2008 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Mon, 20 Oct 2008 15:59:22 -0500 Subject: [rt-users] move to new server and upgrade Message-ID: Hello, I've been using RT 3.6.0 for awhile in my organization with great success. I'd like to move it to a new box and at the same time upgrade to lastest version. Can someone advise me on the best method for doing this? I assume I can't take data out of my 3.6 database and import directly into the 3.8 database? So would it be best to upgrade to 3.8 before export or intall 3.6 on new server adn then upgrade after importing? Thanks, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Mon Oct 20 17:13:45 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 20 Oct 2008 17:13:45 -0400 Subject: [rt-users] move to new server and upgrade In-Reply-To: References: Message-ID: <7314881427FC8A4081673E8CEEA792490B70D5D9@EXMIAMI01.compupay.com> We recently performed this upgrade. What we ended up doing was installing 3.8.1 on the new server, dumping db from 3.6 server, importing it to 3.8 server, ran the db scripts to get it up to date. In our case, we're running MySQL, it is VERY important you follow the MySQL upgrade instructions, otherwise you'll end up with garbled attachments. As far as just dumping your 3.6 db into 3.8. Yes, it'll allow you to view your tickets (I was able to), but attachments didn't work out too well (refer to MySQL upgrade docs). Good luck From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Zuercher Sent: Monday, October 20, 2008 4:59 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] move to new server and upgrade Hello, I've been using RT 3.6.0 for awhile in my organization with great success. I'd like to move it to a new box and at the same time upgrade to lastest version. Can someone advise me on the best method for doing this? I assume I can't take data out of my 3.6 database and import directly into the 3.8 database? So would it be best to upgrade to 3.8 before export or intall 3.6 on new server adn then upgrade after importing? Thanks, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Oct 20 17:38:44 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Oct 2008 14:38:44 -0700 Subject: [rt-users] Creating my own Scrip conditions In-Reply-To: <2d460de70810201344p4db05825xea8768971a142894@mail.gmail.com> References: <2d460de70810200825w719e01ahe1c22275ba99c6d0@mail.gmail.com> <48FCE122.20406@lbl.gov> <2d460de70810201344p4db05825xea8768971a142894@mail.gmail.com> Message-ID: <48FCFA64.7070307@lbl.gov> Richard, I use something like this to test a CF Value: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; if ($trans->Type eq 'CustomField') {my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "QA Approved"); return 0 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "Yes") { return 1; } } return 0; I even have some compound conditions in code. I find this MUCh easier to maintain than fooling around in the directories. Just a thought. Kenn LBNL On 10/20/2008 1:44 PM, Richard Hartmann wrote: > On Mon, Oct 20, 2008 at 21:50, Kenneth Crocker wrote: > >> I'm not sure I understand WHY you are creating new conditions. > > Because I need to test on the status of CF.{zabbix_event_status} > > >> If you >> are trying to create your own scrips for non-default situations, I would >> recommend setting the Condition to "User-defined" and coding the correct >> perl for that condition. I do not understand why you would want top mess >> around with the code in the directories. Is there some condition you need to >> look for that is not codable in perl? > > No, but jibsheet in #rt suggested this approach as you can then check in > your changes into svn. Also, I could not find any useful snippets for the > scrip conditions (i.e. what is needed, what to leave out when compared to > the file-based approach) whereas it's trivial to template from the files. > > > Thanks, > Richard > From richih.mailinglist at gmail.com Mon Oct 20 18:00:38 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 21 Oct 2008 00:00:38 +0200 Subject: [rt-users] Creating my own Scrip conditions In-Reply-To: <48FCFA64.7070307@lbl.gov> References: <2d460de70810200825w719e01ahe1c22275ba99c6d0@mail.gmail.com> <48FCE122.20406@lbl.gov> <2d460de70810201344p4db05825xea8768971a142894@mail.gmail.com> <48FCFA64.7070307@lbl.gov> Message-ID: <2d460de70810201500rd3d135cu5b530424c92b56f1@mail.gmail.com> On Mon, Oct 20, 2008 at 23:38, Kenneth Crocker wrote: > I even have some compound conditions in code. I find this MUCh easier > to maintain than fooling around in the directories. Just a thought. I will play with that tomorrow. Thanks :) Richard From jpierce at cambridgeenergyalliance.org Mon Oct 20 18:42:23 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 20 Oct 2008 18:42:23 -0400 Subject: [rt-users] Problem with RT or REST? Message-ID: Is anybody else experiencing this problem? http://rt.cpan.org/Ticket/Display.html?id=40200 Tickets I create with the REST module have their bodies (transaction content) set, but the messages sent by OnCreate claim that the transaction has no content... Thanks! -- Cambridge Energy Alliance: Save money & the planet From falcone at bestpractical.com Mon Oct 20 18:43:05 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 20 Oct 2008 15:43:05 -0700 Subject: [rt-users] RTx-EmailCompletion and RTFM incompatible? In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64B2BFDC@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64B2BFDC@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: 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 From alexyoung at scoutsolutions.co.uk Mon Oct 20 19:05:31 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 21 Oct 2008 00:05:31 +0100 Subject: [rt-users] RTx-EmailCompletion and RTFM incompatible? In-Reply-To: References: <3CE7D8D453B27148BBCA0B2063B11E64B2BFDC@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64B2BFE2@s-wor-e-001.SCOUTSOFFICE.local> 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. -----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 From frances.cincinattus at gmail.com Mon Oct 20 19:17:47 2008 From: frances.cincinattus at gmail.com (Frances Albemuth) Date: Mon, 20 Oct 2008 17:17:47 -0600 Subject: [rt-users] RTx-EmailCompletion and RTFM incompatible? In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64B2BFE2@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64B2BFDC@s-wor-e-001.SCOUTSOFFICE.local> <3CE7D8D453B27148BBCA0B2063B11E64B2BFE2@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: If you've got changes under local/, you might try moving those somewhere else temporarily, dumping your mason cache, and checking to see if the issue continues. On Mon, Oct 20, 2008 at 5:05 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. > > -----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 zbigniew at starpower.net Mon Oct 20 19:32:09 2008 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Mon, 20 Oct 2008 19:32:09 -0400 (EDT) Subject: [rt-users] Mandatory Standard Fields Message-ID: <20081020193209.ASV10730@ms18.lnh.mail.rcn.net> Using 3.8.1... Would like to make some of the existing fields mandatory. In particular, Owner. For example, many tickets are being Resolved without actually Taking the ticket. Also, making the Subject mandatory. I saw a Javascript hack for this, but wondered if there was an easier way. Priority also... Suggestions? From falcone at bestpractical.com Mon Oct 20 19:47:22 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 20 Oct 2008 16:47:22 -0700 Subject: [rt-users] RTx-EmailCompletion and RTFM incompatible? In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64B2BFE2@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64B2BFDC@s-wor-e-001.SCOUTSOFFICE.local> <3CE7D8D453B27148BBCA0B2063B11E64B2BFE2@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: 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 > From KFCrocker at lbl.gov Mon Oct 20 20:22:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Oct 2008 17:22:13 -0700 Subject: [rt-users] Mandatory Standard Fields In-Reply-To: <20081020193209.ASV10730@ms18.lnh.mail.rcn.net> References: <20081020193209.ASV10730@ms18.lnh.mail.rcn.net> Message-ID: <48FD20B5.30708@lbl.gov> zbigniew, I solved this by writing a global scrip that moves the creator of the transaction into the owner field when the ticket is resolved AND the owner = nobody. I do the same thing for when a ticket is opened. That way they don't have to do a "take" and THEN own open it. Kenn LBNL On 10/20/2008 4:32 PM, zbigniew at starpower.net wrote: > Using 3.8.1... > > Would like to make some of the existing fields mandatory. In particular, Owner. For example, many tickets are being Resolved without actually Taking the ticket. Also, making the Subject mandatory. I saw a Javascript hack for this, but wondered if there was an easier way. Priority also... > > 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 jpierce at cambridgeenergyalliance.org Mon Oct 20 21:40:41 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 20 Oct 2008 21:40:41 -0400 Subject: [rt-users] Specifying local users Message-ID: Is RT meant to support the specification of RT users as recipients in forms by specifying their username? If not, why not? It seems a pretty obvious feature that most email systems support. If so, what's the likely suspect for it it being misconfigured? I've been specifying RT users as recipients for some time, and it seemed to work because most were local users. Recently, after assigning to some RT users who don't have local email accounts, much havoc has ensused... -- Cambridge Energy Alliance: Save money & the planet From gordon at cryologic.com Mon Oct 20 21:55:27 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 21 Oct 2008 12:55:27 +1100 Subject: [rt-users] Safe to modify ScripActions table in database Message-ID: <48FD368F.9000503@cryologic.com> I have manually added a row to the ScripActions table of the database. Is this a bad thing to do in terms of future upgrades? Is there a better way to make the changes? thanks Gordon From Jason.Doran at nuim.ie Tue Oct 21 08:10:44 2008 From: Jason.Doran at nuim.ie (Jason Doran) Date: Tue, 21 Oct 2008 13:10:44 +0100 Subject: [rt-users] Numeric ids Message-ID: <7F9EF987-43BC-446A-A93F-502BE0B7D6A7@nuim.ie> Hi, Is there anyway to get a logon to RT with a numeric id. I have looked at some threads discussing this: http://www.gossamer-threads.com/lists/rt/users/34013?search_string=numeric%20user%20id;#34013 http://www.gossamer-threads.com/lists/rt/users/57938?search_string=numeric%20user%20id;#57938 http://www.gossamer-threads.com/lists/rt/users/26803?search_string=numeric%20username;#26803 http://www.gossamer-threads.com/lists/rt/users/49768?search_string=numeric%20username;#49768 All our students have numeric ids (9 digit number) and we are using LDAP authentication. I can probably store the username as their email address, and then LoadByGecos (numeric id) as suggested in one of the threads. Buy where do I make this change. Also, I suspect that I will then try to bind to my LDAP with an email address, rather than UID, which wont work. I have looked at Record.pm and I can force through autocreation of an account with numeric id on a test system, but cannot get this to logon by LDAP. User_Overlay.pm has some code (sub Load) that looks like it could be changed. Again, I do not know the side-effects of changing things here. Any ideas/pointers, or even just someone telling me that this is not supported at all would be good. Regards, Jason Doran From ranatanveer at gmail.com Tue Oct 21 08:35:53 2008 From: ranatanveer at gmail.com (Rana Tanveer) Date: Tue, 21 Oct 2008 18:35:53 +0600 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <48FCE04B.2020202@lbl.gov> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> Message-ID: <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> Thanks Kenneth Crocker for you quick response might be but some other fellow did this merge. i actually want to know what should i do to avoid this situation. what to check and where to check. situation is annoyed getting too much bounces like that. thanks for response regards, Rana Tanveer On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker wrote: > Rana, > > > When you merged the initial ticket, did you merge it into a ticket > in the same queue? > > > Kenn > LBNL > > On 10/20/2008 8:11 AM, Rana Tanveer wrote: > >> Hi RT Experts >> >> I am using RT 3.6.5. on a Fedora 9 Machine, everything is >> fine >> >> >> but on my few merged ticket i get the following error mail generated and >> sent to root user. on every reply this error mail generated. >> >> "RT thinks this message may be a bounce" >> >> could someone guide me where should i look for this error? and how to >> overcome this? >> >> This problem is only with merged tickets only >> >> >> -- >> --------------------------------------------- >> Rana Tanveer >> +923224194457 >> http://www.sysadminsline.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 >> > > -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Tue Oct 21 08:53:27 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 21 Oct 2008 08:53:27 -0400 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> Message-ID: On Tue, 21 Oct 2008 08:35:53 -0400, Rana Tanveer wrote: >> On 10/20/2008 8:11 AM, Rana Tanveer wrote: >> >>> Hi RT Experts >>> >>> I am using RT 3.6.5. on a Fedora 9 Machine, everything >>> is >>> fine >>> >>> >>> but on my few merged ticket i get the following error mail generated >>> and >>> sent to root user. on every reply this error mail generated. >>> >>> "RT thinks this message may be a bounce" >>> >>> could someone guide me where should i look for this error? and how to >>> overcome this? >>> >>> This problem is only with merged tickets only >>> This message is often caused by sending mail from an RT ticket to an address that feeds back into RT. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From pht at spatium.org Tue Oct 21 08:57:09 2008 From: pht at spatium.org (Michal Svoboda) Date: Tue, 21 Oct 2008 14:57:09 +0200 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> Message-ID: <20081021125709.GQ12114@cube.int.iqa.cz> Rana Tanveer wrote 5767 bytes: > i actually want to know what should i do to avoid this situation. what to > check and where to check. situation is annoyed getting too much bounces like > that. I believe you should check RTAddressRegexp in your RT_SiteConfig.pm. Add all addresses that go to RT in there. From v.wawryk at science-computing.de Tue Oct 21 10:29:27 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Tue, 21 Oct 2008 16:29:27 +0200 Subject: [rt-users] set Due depending on Created Message-ID: <48FDE747.2090607@science-computing.de> Hi, can anyone tell me how I can set "Due" depending on the "Created"-Date? I know how to get the the Creationdate: my $createdate = ($self->TicketObj->CreatedObj); But how can I encrease it for example 14 days? I did find something that takes the scrip execution time and adds 1 day. $duedate->Set(Format=>'unknown', Value=>'1 days'); But that doesn't work if I want to change it 3 days later, because than I would have all in all 17 days. I know that I can write the new date with: $self->TicketObj->SetDue($duedate->ISO); So all I need is the step inbetween. Thanks, Violetta -- ________________________________ creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- 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 richih.mailinglist at gmail.com Tue Oct 21 11:01:02 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 21 Oct 2008 17:01:02 +0200 Subject: [rt-users] Safe to modify ScripActions table in database In-Reply-To: <48FD368F.9000503@cryologic.com> References: <48FD368F.9000503@cryologic.com> Message-ID: <2d460de70810210801o563205b7t5ffd3b0b2bcd042f@mail.gmail.com> On Tue, Oct 21, 2008 at 03:55, wrote: > I have manually added a row to the ScripActions table of the database. > Is this a bad thing to do in terms of future upgrades? Not sure, but I think not. > Is there a better way to make the changes? You can edit etc/initialdata and run poke rt-setup-database for inserting the new stuff. If you do so, it would be great if you wrote a Wiki entry and replied with a link. Richard From richih.mailinglist at gmail.com Tue Oct 21 11:02:30 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 21 Oct 2008 17:02:30 +0200 Subject: [rt-users] Mandatory Standard Fields In-Reply-To: <48FD20B5.30708@lbl.gov> References: <20081020193209.ASV10730@ms18.lnh.mail.rcn.net> <48FD20B5.30708@lbl.gov> Message-ID: <2d460de70810210802p371c80c9y9fb2c056a79ea159@mail.gmail.com> On Tue, Oct 21, 2008 at 02:22, Kenneth Crocker wrote: > I solved this by writing a global scrip that moves the creator of the > transaction into the owner field when the ticket is resolved AND the > owner = nobody. I do the same thing for when a ticket is opened. That > way they don't have to do a "take" and THEN own open it. Can you post that to this list/the wiki, please? Sounds pretty useful, to me. RIchard From aaron.techgeeks at gmail.com Tue Oct 21 12:06:26 2008 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Tue, 21 Oct 2008 11:06:26 -0500 Subject: [rt-users] move to new server and upgrade In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D5D9@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D5D9@EXMIAMI01.compupay.com> Message-ID: Thanks for the response. We are using MySQL too so i'll look at that information. Aaron On Mon, Oct 20, 2008 at 4:13 PM, Helmuth Ramirez < HelmuthRamirez at compupay.com> wrote: > We recently performed this upgrade. What we ended up doing was > installing 3.8.1 on the new server, dumping db from 3.6 server, importing it > to 3.8 server, ran the db scripts to get it up to date. In our case, we're > running MySQL, it is VERY important you follow the MySQL upgrade > instructions, otherwise you'll end up with garbled attachments. > > > > As far as just dumping your 3.6 db into 3.8. Yes, it'll allow you to view > your tickets (I was able to), but attachments didn't work out too well > (refer to MySQL upgrade docs). > > > > Good luck > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Aaron Zuercher > *Sent:* Monday, October 20, 2008 4:59 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] move to new server and upgrade > > > > Hello, > I've been using RT 3.6.0 for awhile in my organization with great success. > I'd like to move it to a new box and at the same time upgrade to lastest > version. Can someone advise me on the best method for doing this? I assume > I can't take data out of my 3.6 database and import directly into the 3.8 > database? > > So would it be best to upgrade to 3.8 before export or intall 3.6 on new > server adn then upgrade after importing? > > Thanks, > Aaron > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kschmitte at voiceobjects.com Tue Oct 21 12:30:22 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Tue, 21 Oct 2008 09:30:22 -0700 (PDT) Subject: [rt-users] Execute RT CLI on a foreign machine (XP)? In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053B8@sticore.securetechnologies.ca.local> References: <20015700.post@talk.nabble.com> <280541245EBA5E4C8962C64B522AFE9A4053B8@sticore.securetechnologies.ca.local> Message-ID: <20094272.post@talk.nabble.com> Hello Gabriel, thanks for that hint. But - in this case I would need to really learn Perl (what is on my Agenda, but there is too less time...) and maybe also how to work with cygwin (where I also have no clue). My idea was to run a Python script (what I know very well) and to execute the RT-CLI as a system-command. Is there no way to take a few files from RT, change some setting for the connection and go ahead? Thanks, Kai -- View this message in context: http://www.nabble.com/Execute-RT-CLI-on-a-foreign-machine-%28XP%29--tp20015700p20094272.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kschmitte at voiceobjects.com Tue Oct 21 12:40:20 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Tue, 21 Oct 2008 09:40:20 -0700 (PDT) Subject: [rt-users] Getting the owner of a ticket fails? Message-ID: <20094432.post@talk.nabble.com> Hello All, I'm running a scrip which auto-assigns a ticket to user on the first reply. This works very well - if it would not fire the assignement mail twice... The scrip skeleton is from: http://www.nabble.com/automatic-take-td19312788.html#a19313143 (I'm citing the nabble RT user list repository for easier access - thread name was "automatic take"). What I can see is that the scrip is executed twice - maybe due to what is described (and what I don't understand either) in "Correspond Transaction Twice on Reply in Batchmode" (http://www.nabble.com/Correspond-Transaction-Twice-on-Reply-in-Batchmode-td8730015.html#a8730015). My issue now is, that when I try to get the owner id, the id did not change from 10 (see log messages below "Scrip Auto-Take started.117Owner: 10") to #117 - what I would expect here (since the ticket is assigned after the first action). Is $self->TicketObj->Owner not the correct way to get the current owner ID? Thanks for any help! Kai Schmitte -> my code: #see http://www.nabble.com/automatic-take-td19312788.html my $correspondent = $self->TransactionObj->Creator; $RT::Logger->info("Scrip Auto-Take started. Current Owner: " . $self->TicketObj->Owner); # don't auto-take for "root" return 1 if $correspondent == $RT::SystemUser->id; # only auto-take if owned by Nobody return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; # don't auto-take if correspondent is requestor # see http://wiki.bestpractical.com/index.cgi?OnCreateSetDeptHeadCc my $rgobj = $self->TicketObj->Requestors; my $rmobj = $rgobj->UserMembersObj; my $uobj; while ($uobj = $rmobj->Next) { if ($uobj->PrincipalObj->Id == $correspondent) { $RT::Logger->info("Not auto-assigning ticket #" . $self->TicketObj->id . " to its requestor"); return 1; } } $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $correspondent ); my ($status, $msg) = $self->TicketObj->SetOwner( $correspondent ); unless( $status ) { $RT::Logger->error( "Impossible to assign ticket to $correspondent: $msg" ); return undef; } return 1; -> the log messages: Oct 21 16:48:02 support RT: Scrip Auto-Take started.117Owner: 10 ((eval 3112):4) Oct 21 16:48:02 support RT: Auto assign ticket #105 to user #117 ((eval 3112):30) Oct 21 16:48:02 support RT: #105/2265 - Scrip 2 Notify Owner on Owner Change (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) Oct 21 16:48:02 support RT: sent To: user at company.com (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) Oct 21 17:03:36 support RT: Scrip Auto-Take started.117Owner: 10 ((eval 475):4) Oct 21 17:03:36 support RT: Auto assign ticket #105 to user #117 ((eval 475):30) Oct 21 17:03:36 support RT: #105/2268 - Scrip 2 Notify Owner on Owner Change (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) Oct 21 17:03:36 support RT: sent To: user at company.com (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) -- View this message in context: http://www.nabble.com/Getting-the-owner-of-a-ticket-fails--tp20094432p20094432.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From KFCrocker at lbl.gov Tue Oct 21 13:15:04 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 21 Oct 2008 10:15:04 -0700 Subject: [rt-users] Safe to modify ScripActions table in database In-Reply-To: <48FD368F.9000503@cryologic.com> References: <48FD368F.9000503@cryologic.com> Message-ID: <48FE0E18.2000400@lbl.gov> Gordon, Probably not, as this table merely contains a POSSIBLE action and the code executed. The scrip table points to a certain record on the "Action" table when a scrip is created. However, I really do not understand why on earth would you do that rather than let RT do it (and any other possible functions) for you when you create your "user-defined" code in a scrip. It seems alot like inventing the wheel all over again when there are numerous ones that can be used. Your choice, I just do not see the advantage against possible risk. Kenn LBNL On 10/20/2008 6:55 PM, gordon at cryologic.com wrote: > I have manually added a row to the ScripActions table of the database. > Is this a bad thing to do in terms of future upgrades? > Is there a better way to make the changes? > > 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 > From KFCrocker at lbl.gov Tue Oct 21 13:20:10 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 21 Oct 2008 10:20:10 -0700 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> Message-ID: <48FE0F4A.4060001@lbl.gov> Rana, If you know SQL and have either SQL Plus or SQL Navigator (or some other tool), you might want to take a look at the "TICKETS" table. This table will show you any links, tickets it merged from, etc. That might tell you something. Have you run a query to see what queues there are/were in? If a ticket from another Queue was merged into a ticket in a different Queue AND if that is the cause, you might be able to correct the problem by unmerging the ticket, moving it to the correct queue and THEN merging it. To stop the problem, you could write a scrip that evaluates the "FROM" queue on a merge and if no the same as the "TO" queue, do not complete the transaction, or if that's not possible, UNDO the transaction. Just a thought. Kenn LBNL On 10/21/2008 5:35 AM, Rana Tanveer wrote: > Thanks Kenneth Crocker for you quick response > > might be but some other fellow did this merge. > > i actually want to know what should i do to avoid this situation. what > to check and where to check. situation is annoyed getting too much > bounces like that. > > thanks for response > > regards, > > Rana Tanveer > > > > > > On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker > wrote: > > Rana, > > > When you merged the initial ticket, did you merge it into a > ticket in the same queue? > > > Kenn > LBNL > > > On 10/20/2008 8:11 AM, Rana Tanveer wrote: > > Hi RT Experts > > I am using RT 3.6.5. on a Fedora > 9 Machine, everything is fine > > > but on my few merged ticket i get the following error mail > generated and sent to root user. on every reply this error mail > generated. > > "RT thinks this message may be a bounce" > > could someone guide me where should i look for this error? and > how to overcome this? > > This problem is only with merged tickets only > > > -- > --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.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 > > > > > > -- > --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.com > --------------------------------------------- From KFCrocker at lbl.gov Tue Oct 21 13:26:03 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 21 Oct 2008 10:26:03 -0700 Subject: [rt-users] set Due depending on Created In-Reply-To: <48FDE747.2090607@science-computing.de> References: <48FDE747.2090607@science-computing.de> Message-ID: <48FE10AB.4080209@lbl.gov> Violetta, In the "Basics" screen of a Queue (Configuration->Queues->select Queue) you will see the "Requests should be due in" field. If set to a value greater than 0, the due date will be automatically set. That should do it. However, that means that ALL requests that come in will get that calculated due date. If you get a request that is especially more complex, you will want to modify that date manually. We have over 100 queues and some use the field and some don't. Kenn LBNL On 10/21/2008 7:29 AM, Violetta Wawryk wrote: > Hi, > > can anyone tell me how I can set "Due" depending on the "Created"-Date? > > I know how to get the the Creationdate: > my $createdate = ($self->TicketObj->CreatedObj); > > But how can I encrease it for example 14 days? > > I did find something that takes the scrip execution time and adds 1 day. > $duedate->Set(Format=>'unknown', Value=>'1 days'); > But that doesn't work if I want to change it 3 days later, because than > I would have all in all 17 days. > > I know that I can write the new date with: > $self->TicketObj->SetDue($duedate->ISO); > > > So all I need is the step inbetween. > > Thanks, > > Violetta > > From Hossein.Rafighi at triumf.ca Tue Oct 21 13:51:49 2008 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Tue, 21 Oct 2008 10:51:49 -0700 Subject: [rt-users] RT upgrade from 3.6.4 to 3.8.1 In-Reply-To: <48FE0F4A.4060001@lbl.gov> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> Message-ID: <48FE16B5.7090801@triumf.ca> I just upgraded our RT from 3.6.4 to 3.8.1 applied all required patches and modules as per README file. I am using external authentication and although the upgrade was successful, but each time a user logs in and clicks on any tabs, or tickets they get logged off and they have to login back in again to complete the task they wanted to. Any ideas or help is greatly appreciated. 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 ranatanveer at gmail.com Tue Oct 21 14:05:04 2008 From: ranatanveer at gmail.com (Rana Tanveer) Date: Wed, 22 Oct 2008 00:05:04 +0600 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <48FE0F4A.4060001@lbl.gov> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> Message-ID: <2282948c0810211105v1614e819n907b35e02bb96261@mail.gmail.com> Hi Kenn Thanks for your valuable support i will dig into it and let you know the situation. -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- On Tue, Oct 21, 2008 at 11:20 PM, Kenneth Crocker wrote: > Rana, > > > If you know SQL and have either SQL Plus or SQL Navigator (or some > other tool), you might want to take a look at the "TICKETS" table. This > table will show you any links, tickets it merged from, etc. That might tell > you something. Have you run a query to see what queues there are/were in? If > a ticket from another Queue was merged into a ticket in a different Queue > AND if that is the cause, you might be able to correct the problem by > unmerging the ticket, moving it to the correct queue and THEN merging it. > To stop the problem, you could write a scrip that evaluates the > "FROM" queue on a merge and if no the same as the "TO" queue, do not > complete the transaction, or if that's not possible, UNDO the transaction. > Just a thought. > > Kenn > LBNL > > On 10/21/2008 5:35 AM, Rana Tanveer wrote: > >> Thanks Kenneth Crocker for you quick response >> >> might be but some other fellow did this merge. >> >> i actually want to know what should i do to avoid this situation. what to >> check and where to check. situation is annoyed getting too much bounces like >> that. >> thanks for response >> >> regards, >> >> Rana Tanveer >> >> >> >> >> >> On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker > KFCrocker at lbl.gov>> wrote: >> >> Rana, >> >> >> When you merged the initial ticket, did you merge it into a >> ticket in the same queue? >> >> >> Kenn >> LBNL >> >> >> On 10/20/2008 8:11 AM, Rana Tanveer wrote: >> >> Hi RT Experts >> >> I am using RT 3.6.5. on a Fedora >> 9 Machine, everything is fine >> >> >> but on my few merged ticket i get the following error mail >> generated and sent to root user. on every reply this error mail >> generated. >> >> "RT thinks this message may be a bounce" >> >> could someone guide me where should i look for this error? and >> how to overcome this? >> >> This problem is only with merged tickets only >> >> >> -- --------------------------------------------- >> Rana Tanveer >> +923224194457 >> http://www.sysadminsline.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 >> >> >> >> >> >> -- >> --------------------------------------------- >> Rana Tanveer >> +923224194457 >> http://www.sysadminsline.com >> --------------------------------------------- >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jtollerton at zoominternet.net Tue Oct 21 14:11:01 2008 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Tue, 21 Oct 2008 14:11:01 -0400 Subject: [rt-users] RT upgrade from 3.6.4 to 3.8.1 In-Reply-To: <48FE16B5.7090801@triumf.ca> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <48FE16B5.7090801@triumf.ca> Message-ID: <48FE1B35.90009@zoominternet.net> It sounds like you are using a newer version of MySQL. You must follow the MySQL upgrade procedures even if you were using MySQL 4.0 or lower prior to moving to 3.8.1 The upgrade docs falsely give the impression that this is only the case when moving to MySQL 4.1+ from MySQL 4.0. Even if everything seemed to be working with the previous version, your tables need to be converted to the new character set. Hossein Rafighi wrote: > I just upgraded our RT from 3.6.4 to 3.8.1 applied all required patches > and modules as per README file. I am using external authentication and > although the upgrade was successful, but each time a user logs in and > clicks on any tabs, or tickets they get logged off and they have to > login back in again to complete the task they wanted to. > > Any ideas or help is greatly appreciated. > > Cheers, > Hossein > > From sturner at MIT.EDU Tue Oct 21 14:43:35 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 21 Oct 2008 14:43:35 -0400 Subject: [rt-users] Outlook 2003 Breaks Subject Line Message-ID: Hello, I've found an interesting email problem and I wondered if anyone has an ideas. The problem is when using Outlook (2003) to view mail, the subject line can be munged in some circumstances. Example - I sent mail to myself with the following subject line: Re: [R3-chmgt] Transport SF2 > SF5 SF2K945289 [help.mit.edu #724401] When I received the mail and viewed it in Outlook 2003, the subject appears like this: Re: [R3-chmgt] Transport SF2 > SF5 SF2K945289 [help.mit.edu#724401] The difference is that there is no space between "help.mit.edu" and "#". This is a problem because, if reply to this message and I direct it to RT, the ticket identifying string is now broken, and I create a new ticket instead of appending to the intended ticket. If I view the same message using a different email client (I tried webmail and Opera mail), the subject line appears correctly - no munging. So there appears to be an issue with how Outlook reads the message. What appears to be happening is that Outlook is inserting a line break and a tab character before "#724401" - here's what the subject header looks like when viewd in Outlook: Subject: Re: [R3-chmgt] Transport SF2->SF5 SF2K945289 [help.mit.edu #724401] Has anyone seen anything like this before and are there any suggestions for solving the problem? Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From HelmuthRamirez at compupay.com Tue Oct 21 14:47:01 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 21 Oct 2008 14:47:01 -0400 Subject: [rt-users] Outlook 2003 Breaks Subject Line Message-ID: <7314881427FC8A4081673E8CEEA792490B70D5EE@EXMIAMI01.compupay.com> I see this too...looking forward to the responses. ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Tue Oct 21 13:43:35 2008 Subject: [rt-users] Outlook 2003 Breaks Subject Line Hello, I've found an interesting email problem and I wondered if anyone has an ideas. The problem is when using Outlook (2003) to view mail, the subject line can be munged in some circumstances. Example - I sent mail to myself with the following subject line: Re: [R3-chmgt] Transport SF2 > SF5 SF2K945289 [help.mit.edu #724401] When I received the mail and viewed it in Outlook 2003, the subject appears like this: Re: [R3-chmgt] Transport SF2 > SF5 SF2K945289 [help.mit.edu#724401] The difference is that there is no space between "help.mit.edu" and "#". This is a problem because, if reply to this message and I direct it to RT, the ticket identifying string is now broken, and I create a new ticket instead of appending to the intended ticket. If I view the same message using a different email client (I tried webmail and Opera mail), the subject line appears correctly - no munging. So there appears to be an issue with how Outlook reads the message. What appears to be happening is that Outlook is inserting a line break and a tab character before "#724401" - here's what the subject header looks like when viewd in Outlook: Subject: Re: [R3-chmgt] Transport SF2->SF5 SF2K945289 [help.mit.edu #724401] Has anyone seen anything like this before and are there any suggestions for solving the problem? Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kbensch at fullnet.co.uk Tue Oct 21 15:39:48 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Tue, 21 Oct 2008 20:39:48 +0100 Subject: [rt-users] RT's GnuPG libraries In-Reply-To: <4857BC5D.9030505@vitamix.com> References: <4857BC5D.9030505@vitamix.com> Message-ID: <48FE3004.20908@fullnet.co.uk> Hi Can anybody help please: I see the following errors in my rt.log: [Tue Oct 21 19:38:27 2008] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:276) How do i fix this please? Thanks Kobus From chenga at ias.edu Tue Oct 21 15:45:05 2008 From: chenga at ias.edu (Alan Cheng) Date: Tue, 21 Oct 2008 15:45:05 -0400 Subject: [rt-users] RT's GnuPG libraries In-Reply-To: <48FE3004.20908@fullnet.co.uk> References: <4857BC5D.9030505@vitamix.com> <48FE3004.20908@fullnet.co.uk> Message-ID: <48FE3141.4040907@ias.edu> You need to create this directory "/opt/rt3/var/data/gpg" and put your pgp keys in there. Alan Kobus Bensch - No Sig wrote: > Hi > > Can anybody help please: > > I see the following errors in my rt.log: > > [Tue Oct 21 19:38:27 2008] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/opt/rt3/var/data/gpg). PGP support has been disabled > (/opt/rt3/bin/../lib/RT/Config.pm:276) > > How do i fix this 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 kbensch at fullnet.co.uk Tue Oct 21 15:58:35 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Tue, 21 Oct 2008 20:58:35 +0100 Subject: [rt-users] RT's GnuPG libraries In-Reply-To: <48FE3141.4040907@ias.edu> References: <4857BC5D.9030505@vitamix.com> <48FE3004.20908@fullnet.co.uk> <48FE3141.4040907@ias.edu> Message-ID: <48FE346B.7030207@fullnet.co.uk> Wheres the best place to get some opensource pgp keys creation software? Alan Cheng wrote: > You need to create this directory "/opt/rt3/var/data/gpg" and put your > pgp keys in there. > > Alan > > > Kobus Bensch - No Sig wrote: > >> Hi >> >> Can anybody help please: >> >> I see the following errors in my rt.log: >> >> [Tue Oct 21 19:38:27 2008] [debug]: RT's GnuPG libraries couldn't >> successfully read your configured GnuPG home directory >> (/opt/rt3/var/data/gpg). PGP support has been disabled >> (/opt/rt3/bin/../lib/RT/Config.pm:276) >> >> How do i fix this 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 chenga at ias.edu Tue Oct 21 16:00:33 2008 From: chenga at ias.edu (Alan Cheng) Date: Tue, 21 Oct 2008 16:00:33 -0400 Subject: [rt-users] RT's GnuPG libraries In-Reply-To: <48FE346B.7030207@fullnet.co.uk> References: <4857BC5D.9030505@vitamix.com> <48FE3004.20908@fullnet.co.uk> <48FE3141.4040907@ias.edu> <48FE346B.7030207@fullnet.co.uk> Message-ID: <48FE34E1.30704@ias.edu> That would be GnuPG as shown in the RT debug log then :) http://www.gnupg.org/ Alan Kobus Bensch - No Sig wrote: > Wheres the best place to get some opensource pgp keys creation software? > > Alan Cheng wrote: >> You need to create this directory "/opt/rt3/var/data/gpg" and put your >> pgp keys in there. >> >> Alan >> >> >> Kobus Bensch - No Sig wrote: >> >>> Hi >>> >>> Can anybody help please: >>> >>> I see the following errors in my rt.log: >>> >>> [Tue Oct 21 19:38:27 2008] [debug]: RT's GnuPG libraries couldn't >>> successfully read your configured GnuPG home directory >>> (/opt/rt3/var/data/gpg). PGP support has been disabled >>> (/opt/rt3/bin/../lib/RT/Config.pm:276) >>> >>> How do i fix this 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 cinergi+rt-users at gmail.com Tue Oct 21 16:08:11 2008 From: cinergi+rt-users at gmail.com (Ben Goodwin) Date: Tue, 21 Oct 2008 16:08:11 -0400 Subject: [rt-users] Add search to RT System's saved searches In-Reply-To: <48FA2EA2.8020306@uwaterloo.ca> References: <89237c480810171356t5db8eac4v6e99cea3a77a1db8@mail.gmail.com> <48FA2EA2.8020306@uwaterloo.ca> Message-ID: <89237c480810211308s4eb9f3denf2925e3c46cfc598@mail.gmail.com> Under Global -> Group Rights -> Privileged: CreateSavedSearch EditSavedSearches LoadSavedSearch ShowSavedSearches Thanks! -=| Ben On Sat, Oct 18, 2008 at 2:44 PM, Jeff Voskamp wrote: > Ben Goodwin wrote: > >> Mathew, >> >> I was searching for an answer to this and ran across this post. I thought >> I'd chime in and say, "me too!" with a couple more details. >> >> I'm running a new install of 3.8.1. I created a saved >> search and saved it to the RT System's searches and expected to be able to >> see it on all other accounts. I can't even find load is as a >> previously-saved search. It also doesn't show up under Global/Rt at a >> glance as an option. >> >> Have you had any further insights into the problem? >> >> Regards, >> >> -=| Ben >> > What are people's permissions with regard to CreateSavedSearch, > EditSavedSearches, LoadSavedSearch, and ShowSavedSearches? > You can probably find them under Configuration->Global->GroupRights or use > the RightsMatrix extension. > Joe Average needs at least ShowSavedSearches and LoadSavedSearch to be able > to use the RT System's searches. > > Jeff > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Oct 21 16:58:45 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 21 Oct 2008 13:58:45 -0700 Subject: [rt-users] RT scrip question Message-ID: <48FE4285.6050208@lbl.gov> To list, I am trying to capture the ticket owner as the ticket is created (via Web) and I'm not sure of how to code that. I know how to ensure that I'm checking a WebUI transaction and the transaction creator, but don't know how to get the ticket owner on creation. Help?? Thanks. Kenn LBNL From monti.mail at gmail.com Tue Oct 21 17:12:53 2008 From: monti.mail at gmail.com (Monti gmail) Date: Tue, 21 Oct 2008 23:12:53 +0200 Subject: [rt-users] RT-Extension-CommandByMail In-Reply-To: References: <48FB7E60.5060408@mococo.nl> Message-ID: Guys, any one familiar with this extension? I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.06 according to the manual with the required configuration. when I test it there is no error, the ticket is open and discards the fields I used as described RT-Extension-CommandByMail manual... I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue --action correspond --url http://myrtserver from: monti.mail at gmail.com Subject: one more DependsOn: 62 Owner: monti some text goes here ^D but the ticket is created without the "DependsOn" and "Owner" fields. how do I debug this? On Mon, Oct 20, 2008 at 11:42 AM, Monti gmail wrote: > Thanks, that helped. I don't have this error no more, but still I can't get > RT-Extension-CommandByMail-0.06 to work. > I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.06 according to > the manual with the required configuration. > when I test it there is no error, the ticket is open and discrds the fields > I used as described RT-Extension-CommandByMail manual... > > I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue > --action correspond --url http://myrtserver > from: monti.mail at gmail.com > Subject: one more > DependsOn: 62 > Owner: monti > > some text goes here > ^D > > but the ticket is created without the "DependsOn" and "Owner" fields. > > how do I debug this? > > > > On Sun, Oct 19, 2008 at 8:37 PM, Joop van de Wege > wrote: > >> Monti gmail wrote: >> >>> Hi, >>> >>> I am trying to install RT-Extension-CommandByMail Extention and it does >>> not work well. >>> >>> When I restart the webserver I get this error: >>> >>> Sun Oct 19 20:23:25 2008]* [error] Can't locate >>> RT/Extension/CommandByMail.pm in @INC (@INC contains:* >>> /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib >>> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >>> /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi >>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi >>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi >>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >>> /usr/lib/perl5/site_perl >>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi >>> /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi >>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi >>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi >>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 >>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 >>> /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi >>> /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line >>> 595.\nCompilation failed in require at (eval 2) line 1.\n >>> >>> >>> Any ideas? >>> >> Yes, install rt-3.8.1 because it has a fix for the plugin paths which are >> broken in 3.8.0. See also the release notes for 3.8.1 which contain more >> info on other important things fixed in that version. >> >> Greetings, >> >> Joop >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Oct 21 17:15:05 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 21 Oct 2008 14:15:05 -0700 Subject: [rt-users] Mandatory Standard Fields In-Reply-To: <2d460de70810210802p371c80c9y9fb2c056a79ea159@mail.gmail.com> References: <20081020193209.ASV10730@ms18.lnh.mail.rcn.net> <48FD20B5.30708@lbl.gov> <2d460de70810210802p371c80c9y9fb2c056a79ea159@mail.gmail.com> Message-ID: <48FE4659.40006@lbl.gov> To all, This can be found in many wiki examples, but since Richard asked, here it is: # set owner if Nobody my $ticket = $self->TicketObj; my $trans = $self->TransactionObj; my $owner_id = $trans->CreatorObj->PrincipalId; if ($ticket->OwnerObj->Name() eq 'Nobody' ) { $ticket->SetOwner($owner_id, 'Force'); } return 1; There are, of course, variations for checking on the owner being "Nobody" like: $RT::Nobody->Id. But I think you all get the idea. Kenn LBNL On 10/21/2008 8:02 AM, Richard Hartmann wrote: > On Tue, Oct 21, 2008 at 02:22, Kenneth Crocker wrote: > >> I solved this by writing a global scrip that moves the creator of the >> transaction into the owner field when the ticket is resolved AND the >> owner = nobody. I do the same thing for when a ticket is opened. That >> way they don't have to do a "take" and THEN own open it. > > Can you post that to this list/the wiki, please? Sounds pretty useful, > to me. > > > RIchard > From dazman at stickk.com Tue Oct 21 17:56:06 2008 From: dazman at stickk.com (Darren Azman) Date: Tue, 21 Oct 2008 17:56:06 -0400 Subject: [rt-users] Requestors recieving blank email after replying Message-ID: <00b801c933c7$d22bbcc0$76833640$@com> Hi, We are having some trouble with using RT. Here is what is happening: 1. Customer sends in email 2. Customer receives auto-reply from us 3. We reply to customer 4. Customer replies to our email 5. Immediately after customer replies to our email, they receive a blank email from us with previous correspondence There are 6 scrips we use (3 global and 3 queue specific) Scrip 1 Condition: On Create Action: Notify AdminCcs Template: Global template: Correspondence Stage: TransactionCreate Scrip 2 Condition: On Comment Action: Notify AdminCcs as Comment Template: Global template: Correspondence Stage: TransactionCreate Scrip 3 Condition: On Correspond Action: Open Tickets Template: Global template: Blank Stage: TransactionCreate Scrip 4 Condition: On Corresond Action: Notify AdminCcs Template: Correspondence Stage: TransactionCreate Scrip 5 Condition: On Create Action: Autoreply to Requestors Template: Auto Reply Stage: TransactionCreate Scrip 6 Condition: On Correspond Action: Notify Requestors Template: Correspondence Stage: TransactionCreate Please let me know if more info. is necessary. Thanks!!! Darren Azman Director of Business Development stickK.com, LLC tel: (866) 5-stickK ex.106 fax: (347) 584-1818 -------------- next part -------------- An HTML attachment was scrubbed... URL: From eli at gmnameplate.com Tue Oct 21 19:03:40 2008 From: eli at gmnameplate.com (Eli Altman) Date: Tue, 21 Oct 2008 16:03:40 -0700 Subject: [rt-users] RT-Extension-CommandByMail In-Reply-To: References: <48FB7E60.5060408@mococo.nl> Message-ID: I know if you are sending RT mail and expect CommandByMail to pick up commands, you need a blank line between the actual email header and your commands. I would check the headers in the ticket history to see if that's what's up. Have you tried sending via an email client instead of command line? Elias From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Monti gmail Sent: Tuesday, October 21, 2008 2:13 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT-Extension-CommandByMail Guys, any one familiar with this extension? I have RT 3.8.1 and installed RT-Extension-CommandByMail-0. 06 according to the manual with the required configuration. when I test it there is no error, the ticket is open and discards the fields I used as described RT-Extension-CommandByMail manual... I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue --action correspond --url http://myrtserver from: monti.mail at gmail.com Subject: one more DependsOn: 62 Owner: monti some text goes here ^D but the ticket is created without the "DependsOn" and "Owner" fields. how do I debug this? On Mon, Oct 20, 2008 at 11:42 AM, Monti gmail > wrote: Thanks, that helped. I don't have this error no more, but still I can't get RT-Extension-CommandByMail-0.06 to work. I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.06 according to the manual with the required configuration. when I test it there is no error, the ticket is open and discrds the fields I used as described RT-Extension-CommandByMail manual... I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue --action correspond --url http://myrtserver from: monti.mail at gmail.com Subject: one more DependsOn: 62 Owner: monti some text goes here ^D but the ticket is created without the "DependsOn" and "Owner" fields. how do I debug this? On Sun, Oct 19, 2008 at 8:37 PM, Joop van de Wege > wrote: Monti gmail wrote: Hi, I am trying to install RT-Extension-CommandByMail Extention and it does not work well. When I restart the webserver I get this error: Sun Oct 19 20:23:25 2008]* [error] Can't locate RT/Extension/CommandByMail.pm in @INC (@INC contains:* /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line 595.\nCompilation failed in require at (eval 2) line 1.\n Any ideas? Yes, install rt-3.8.1 because it has a fix for the plugin paths which are broken in 3.8.0. See also the release notes for 3.8.1 which contain more info on other important things fixed in that version. Greetings, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From gordon at cryologic.com Tue Oct 21 20:36:35 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 22 Oct 2008 11:36:35 +1100 Subject: [rt-users] Safe to modify ScripActions table in database In-Reply-To: <2d460de70810210801o563205b7t5ffd3b0b2bcd042f@mail.gmail.com> References: <48FD368F.9000503@cryologic.com> <2d460de70810210801o563205b7t5ffd3b0b2bcd042f@mail.gmail.com> Message-ID: <48FE7593.7060709@cryologic.com> >> Is there a better way to make the changes? > > You can edit etc/initialdata and run poke rt-setup-database for > inserting the new stuff. If you do so, it would be great if you > wrote a Wiki entry and replied with a link. I'm guessing /etc/initialdata would be overwritten on an upgrade Gordon From gordon at cryologic.com Tue Oct 21 20:54:16 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 22 Oct 2008 11:54:16 +1100 Subject: [rt-users] Safe to modify ScripActions table in database In-Reply-To: <48FE0E18.2000400@lbl.gov> References: <48FD368F.9000503@cryologic.com> <48FE0E18.2000400@lbl.gov> Message-ID: <48FE79B8.3080102@cryologic.com> Kenneth Crocker wrote: > Gordon, > > > Probably not, as this table merely contains a POSSIBLE action and the > code executed. The scrip table points to a certain record on the > "Action" table when a scrip is created. However, I really do not > understand why on earth would you do that rather than let RT do it (and > any other possible functions) for you when you create your > "user-defined" code in a scrip. It seems alot like inventing the wheel > all over again when there are numerous ones that can be used. Your > choice, I just do not see the advantage against possible risk. In actual fact I don't have to invent any code. The ScripActions table basically contains various sets of watchers (eg.1 Owner, eg.2 Requestor,Cc) and RT modules to execute. I have just added another set of watchers (AdminCc,Cc,Owner,OtherRecipients). I am using it to reduce the number of duplicate emails people receive. Instead of firing off separate scrips to notify Owner, AdminCc and Cc on a Comment (which leads to duplicate emails if a person is added as one type of watcher while they are already another), we now have one scrip to email watchers on Comment. This works for us as we use the same template to email all watchers. Gordon From ruz at bestpractical.com Tue Oct 21 23:21:16 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Oct 2008 07:21:16 +0400 Subject: [rt-users] set Due depending on Created In-Reply-To: <48FDE747.2090607@science-computing.de> References: <48FDE747.2090607@science-computing.de> Message-ID: <589c94400810212021x687745bahd6e204982ccd16c8@mail.gmail.com> Look into RT::Date class - lib/RT/Date.pm there are several simple methods to add time to the date. On Tue, Oct 21, 2008 at 6:29 PM, Violetta Wawryk wrote: > Hi, > > can anyone tell me how I can set "Due" depending on the "Created"-Date? > > I know how to get the the Creationdate: > my $createdate = ($self->TicketObj->CreatedObj); > > But how can I encrease it for example 14 days? > > I did find something that takes the scrip execution time and adds 1 day. > $duedate->Set(Format=>'unknown', Value=>'1 days'); > But that doesn't work if I want to change it 3 days later, because than > I would have all in all 17 days. > > I know that I can write the new date with: > $self->TicketObj->SetDue($duedate->ISO); > > > So all I need is the step inbetween. > > Thanks, > > Violetta > > > -- > ________________________________ creating IT solutions > Violetta J. Wawryk science + computing ag > IT-Service Hagellocher Weg 73 > phone +49 7071 9457 282 72070 Tuebingen, Germany > fax +49 7071 9457 211 www.science-computing.de > -- > 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 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Oct 21 23:24:28 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Oct 2008 07:24:28 +0400 Subject: [rt-users] Safe to modify ScripActions table in database In-Reply-To: <2d460de70810210801o563205b7t5ffd3b0b2bcd042f@mail.gmail.com> References: <48FD368F.9000503@cryologic.com> <2d460de70810210801o563205b7t5ffd3b0b2bcd042f@mail.gmail.com> Message-ID: <589c94400810212024j43ad663ewd4e2ce1b38af8ecc@mail.gmail.com> On Tue, Oct 21, 2008 at 7:01 PM, Richard Hartmann wrote: > On Tue, Oct 21, 2008 at 03:55, wrote: > >> I have manually added a row to the ScripActions table of the database. >> Is this a bad thing to do in terms of future upgrades? > > Not sure, but I think not. It's ok, at some points it even required, for example when you write a new action module. >> Is there a better way to make the changes? > > You can edit etc/initialdata and run poke rt-setup-database for > inserting the new stuff. If you do so, it would be great if you > wrote a Wiki entry and replied with a link. Yep, this is the right way for extensions even if you're not going to publish them. It's very easy to bundle your extension with Module::Install::RTx available from the CPAN. > > > Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Oct 21 23:31:29 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Oct 2008 07:31:29 +0400 Subject: [rt-users] RT scrip question In-Reply-To: <48FE4285.6050208@lbl.gov> References: <48FE4285.6050208@lbl.gov> Message-ID: <589c94400810212031q38474b88oe9b56ef0aae15eb3@mail.gmail.com> Condition: On Create Action Code: $self->TicketObj->Owner - returns owner id $self->TicketObj->OwnerObj - returns owner as RT::User object On Wed, Oct 22, 2008 at 12:58 AM, Kenneth Crocker wrote: > To list, > > > I am trying to capture the ticket owner as the ticket is created (via > Web) and I'm not sure of how to code that. I know how to ensure that I'm > checking a WebUI transaction and the transaction creator, but don't know > how to get the ticket owner on creation. Help?? 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 > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Oct 21 23:44:43 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Oct 2008 07:44:43 +0400 Subject: [rt-users] Getting the owner of a ticket fails? In-Reply-To: <20094432.post@talk.nabble.com> References: <20094432.post@talk.nabble.com> Message-ID: <589c94400810212044o4d4a5f1al7732b87aafd10c51@mail.gmail.com> On Tue, Oct 21, 2008 at 8:40 PM, kschmitte wrote: > > Hello All, > > I'm running a scrip which auto-assigns a ticket to user on the first reply. > This works very well - if it would not fire the assignement mail twice... > > The scrip skeleton is from: > http://www.nabble.com/automatic-take-td19312788.html#a19313143 (I'm citing > the nabble RT user list repository for easier access - thread name was > "automatic take"). > > What I can see is that the scrip is executed twice - maybe due to what is > described (and what I don't understand either) in "Correspond Transaction > Twice on Reply in Batchmode" > (http://www.nabble.com/Correspond-Transaction-Twice-on-Reply-in-Batchmode-td8730015.html#a8730015). Do you use transactions batch mode? If no then it's not related. > > My issue now is, that when I try to get the owner id, the id did not change > from 10 (see log messages below "Scrip Auto-Take started.117Owner: 10") to > #117 - what I would expect here (since the ticket is assigned after the > first action). > Is > $self->TicketObj->Owner > not the correct way to get the current owner ID? It's correct way. Looks like some cache issue. you can use the following code to check if it's cache issue or not: my $ticket = RT::Ticket->new( $RT::SystemUser ); $ticket->Load( $self->TicketObj->id ); and then use this object instead of $self->TicketObj > > Thanks for any help! > > Kai Schmitte > > > > > > -> my code: > #see http://www.nabble.com/automatic-take-td19312788.html > my $correspondent = $self->TransactionObj->Creator; > > $RT::Logger->info("Scrip Auto-Take started. Current Owner: " . > $self->TicketObj->Owner); > > # don't auto-take for "root" > return 1 if $correspondent == $RT::SystemUser->id; > > # only auto-take if owned by Nobody > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > > # don't auto-take if correspondent is requestor > # see http://wiki.bestpractical.com/index.cgi?OnCreateSetDeptHeadCc > my $rgobj = $self->TicketObj->Requestors; > my $rmobj = $rgobj->UserMembersObj; > my $uobj; > while ($uobj = $rmobj->Next) > { > if ($uobj->PrincipalObj->Id == $correspondent) > { > $RT::Logger->info("Not auto-assigning ticket #" . > $self->TicketObj->id . " to its requestor"); > return 1; > } > } > > $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user > #". $correspondent ); > my ($status, $msg) = $self->TicketObj->SetOwner( $correspondent ); > unless( $status ) > { > $RT::Logger->error( "Impossible to assign ticket to $correspondent: > $msg" ); > return undef; > } > return 1; > > > > -> the log messages: > Oct 21 16:48:02 support RT: Scrip Auto-Take started.117Owner: 10 ((eval > 3112):4) > Oct 21 16:48:02 support RT: Auto assign ticket #105 to user #117 ((eval > 3112):30) > Oct 21 16:48:02 support RT: > #105/2265 - Scrip 2 Notify Owner on Owner Change > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) > Oct 21 16:48:02 support RT: sent > To: user at company.com > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) > Oct 21 17:03:36 support RT: Scrip Auto-Take started.117Owner: 10 ((eval > 475):4) > Oct 21 17:03:36 support RT: Auto assign ticket #105 to user #117 ((eval > 475):30) > Oct 21 17:03:36 support RT: > #105/2268 - Scrip 2 Notify Owner on Owner Change > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) > Oct 21 17:03:36 support RT: sent > To: user at company.com > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) > -- > View this message in context: http://www.nabble.com/Getting-the-owner-of-a-ticket-fails--tp20094432p20094432.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Oct 21 23:56:58 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Oct 2008 07:56:58 +0400 Subject: [rt-users] Requestors recieving blank email after replying In-Reply-To: <00b801c933c7$d22bbcc0$76833640$@com> References: <00b801c933c7$d22bbcc0$76833640$@com> Message-ID: <589c94400810212056pa6b851cgea047115c62524ef@mail.gmail.com> On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman wrote: > Hi, > > > > We are having some trouble with using RT. Here is what is happening: > > > > 1. Customer sends in email > > 2. Customer receives auto-reply from us > > 3. We reply to customer > > 4. Customer replies to our email > > 5. Immediately after customer replies to our email, they receive a blank > email from us with previous correspondence I don't understand what is "a blank email with previous correspondence". Can you describe it more? > There are 6 scrips we use (3 global and 3 queue specific) As I understand requestor is not an AdminCc of a queue or ticket, so most of scrips can be eliminated from the picture: > Scrip 3 > > Condition: On Correspond > Action: Open Tickets > Template: Global template: Blank > Stage: TransactionCreate > > Scrip 5 > > Condition: On Create > Action: Autoreply to Requestors > Template: Auto Reply > Stage: TransactionCreate > > Scrip 6 > > Condition: On Correspond > Action: Notify Requestors > Template: Correspondence > Stage: TransactionCreate If NotifyActor option is set to true then requestor is notified with his own email back. > Please let me know if more info. is necessary. > > > > Thanks!!! > > > > > > Darren Azman > > Director of Business Development > > stickK.com, LLC > > tel: (866) 5-stickK ex.106 > > fax: (347) 584-1818 > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Oct 22 00:41:43 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Oct 2008 08:41:43 +0400 Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes intoinfinite loop. In-Reply-To: References: Message-ID: <589c94400810212141u4e100f3fo9ddd6ecbc4d18d55@mail.gmail.com> The log says that mysql closed connection without any reason. Such errors happen when mysql has a bug, mysql client libraries has a bug or DBD::mysql perl module or DBI perl module. Provide versions of these libraries. You should start from DBD::mysql and DBI. Install newer DBI which is tested much. Play with different versions of DBD::mysql close to the latest. Always run tests before installing these modules and report errors using http://rt.cpan.org. On Wed, Oct 15, 2008 at 3:25 AM, Golemon, Buck wrote: > Did I ask the question the wrong way? > At this point, any ideas are appreciated. > > Has anyone successfully upgraded their database from <=3.2.2 to 3.8.1? > > --Buck > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Golemon, > Buck > Sent: Monday, October 13, 2008 6:38 PM > To: RT Users List > Cc: Descamps, Gilles-Eric; Lee, Mark (SV) > Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes > intoinfinite loop. > > The installation works just find with a pristine database, but when I > copy over my old database and follow the instructions at > UPGRADING.mysql, I get this error: (see attached). This went on for two > million lines before I stopped the server. It finally gets into a > three-line loop like this: (again, see attached). > > > > I got some errors from schema.mysql-4.0-4.1.pl like this: > # perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass > > sql.queries > Use of uninitialized value in numeric gt (>) at > etc/upgrade/schema.mysql-4.0-4.1.pl line 310. > Use of uninitialized value in numeric gt (>) at > etc/upgrade/schema.mysql-4.0-4.1.pl line 310. > Use of uninitialized value in numeric gt (>) at > etc/upgrade/schema.mysql-4.0-4.1.pl line 310. > Use of uninitialized value in numeric gt (>) at > etc/upgrade/schema.mysql-4.0-4.1.pl line 310. > > > I had to replace all the occurrences (three total) of 'BLOB CHARACTER > SET utf8' with just 'BLOB', since BLOB doesn't have a character set, and > this is a syntax error in mysql. > > > I also dropped and recreated the sessions table because it was > corrupted. I did it like this: > drop table sessions; > CREATE TABLE `sessions` ( > `id` varchar(32) NOT NULL default '', > `a_session` longblob NOT NULL, > `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update > CURRENT_TIMESTAMP, > PRIMARY KEY (`id`) > ) ENGINE=MyISAM DEFAULT CHARSET=latin1 > > > Thanks in advance, > --Buck > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Oct 22 00:49:26 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Oct 2008 08:49:26 +0400 Subject: [rt-users] hi In-Reply-To: <000e01c933fb$44243040$cc6c90c0$@com> References: <00b801c933c7$d22bbcc0$76833640$@com> <589c94400810212056pa6b851cgea047115c62524ef@mail.gmail.com> <000e01c933fb$44243040$cc6c90c0$@com> Message-ID: <589c94400810212149h6289f069tdebff831e380ee10@mail.gmail.com> You need @LogToSyslogConf It's very impolite to use others' threads to ask questions out of the scope of the thread, to ask questions directly out of the mailing list. Next time I'll ignore your direct requests. On Wed, Oct 22, 2008 at 8:04 AM, Nguyen Trung Thang wrote: > Hi, > > while operating the program I have encountered the following error: " no > connection to syslog available - stream /dev/conslog is not writable - > console is not writable at > /usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 77 " .it is > the correct it > I do not know is the configuration system for mail it how? You can read > more than say this not? > > thank you very much. > [snip] -- Best regards, Ruslan. From dazman at stickk.com Wed Oct 22 01:01:11 2008 From: dazman at stickk.com (Darren Azman) Date: Wed, 22 Oct 2008 01:01:11 -0400 Subject: [rt-users] Requestors recieving blank email after replying In-Reply-To: <589c94400810212056pa6b851cgea047115c62524ef@mail.gmail.com> References: <00b801c933c7$d22bbcc0$76833640$@com> <589c94400810212056pa6b851cgea047115c62524ef@mail.gmail.com> Message-ID: <001001c93403$37de1fa0$a79a5ee0$@com> Thanks for the response. Blank emails means that as soon as the user sends a response to our email, the user gets an auto-reply that has the same subject but a blank body other than the previous correspondence. It's just an unnecessary email the user receives each time they reply. I'm not sure what you mean by the "NotifyActor" option. Any additional thoughts? Thanks. Darren Azman Director of Business Development stickK.com, LLC tel: (866) 5-stickK ex.106 fax: (347) 584-1818 -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, October 21, 2008 11:57 PM To: Darren Azman Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Requestors recieving blank email after replying On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman wrote: > Hi, > > > > We are having some trouble with using RT. Here is what is happening: > > > > 1. Customer sends in email > > 2. Customer receives auto-reply from us > > 3. We reply to customer > > 4. Customer replies to our email > > 5. Immediately after customer replies to our email, they receive a blank > email from us with previous correspondence I don't understand what is "a blank email with previous correspondence". Can you describe it more? > There are 6 scrips we use (3 global and 3 queue specific) As I understand requestor is not an AdminCc of a queue or ticket, so most of scrips can be eliminated from the picture: > Scrip 3 > > Condition: On Correspond > Action: Open Tickets > Template: Global template: Blank > Stage: TransactionCreate > > Scrip 5 > > Condition: On Create > Action: Autoreply to Requestors > Template: Auto Reply > Stage: TransactionCreate > > Scrip 6 > > Condition: On Correspond > Action: Notify Requestors > Template: Correspondence > Stage: TransactionCreate If NotifyActor option is set to true then requestor is notified with his own email back. > Please let me know if more info. is necessary. > > > > Thanks!!! > > > > > > Darren Azman > > Director of Business Development > > stickK.com, LLC > > tel: (866) 5-stickK ex.106 > > fax: (347) 584-1818 > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 MollardM at mbc.qld.edu.au Wed Oct 22 01:00:23 2008 From: MollardM at mbc.qld.edu.au (Michael Mollard) Date: Wed, 22 Oct 2008 15:00:23 +1000 Subject: [rt-users] Ldap Authentication setup question Message-ID: <48FF4005.E927.0018.0@mbc.qld.edu.au> Hi all, I'm an RT newbie, so be gentle with me. I have setup a functioning RT system (on SLES10sp2), and am trying to setup ldap authentication to our eDirectory (using LDAP) for automatic user authentication/creation. I have spent a week, I've googled, wiki'd, and searched the RT list archives. I keep coming back to the same few documents, and am having little luck. I know it's my understanding of how RT fits together, and probably perl in general, but if someone could help me with this, I'd be very grateful. I have installed the RT::Authen::ExternalAuth 0.5. This creates a <$RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm I have edited that file with the correct site-specific ldap stuff. Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to activate the LDAP stuff? Are there any other changes needed? The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) are helpful to a point, but the Post-Install section (which is apparently the crux of the setup) is too vague for an RT newbie. Any pointers would be much appreciated.. Kind regards, Michael Mollard Network Administrator Moreton Bay College mollardm at mbc.qld.edu.au http://www.mbc.qld.edu.au Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) -------------------------------------------------------------------------------- Disclaimer: Whilst every attempt has been made to ensure that material contained in this email is free from computer viruses or other defects, the attached files are provided, and may only be used, on the basis that the user assumes all responsibility for use of the material transmitted. 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The contents of this message are provided without responsibility in law for their accuracy or otherwise, and without assumption of a duty of care by the School. -------------------------------------------------------------------------------- From ruz at bestpractical.com Wed Oct 22 02:47:59 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Oct 2008 10:47:59 +0400 Subject: [rt-users] Requestors recieving blank email after replying In-Reply-To: <001001c93403$37de1fa0$a79a5ee0$@com> References: <00b801c933c7$d22bbcc0$76833640$@com> <589c94400810212056pa6b851cgea047115c62524ef@mail.gmail.com> <001001c93403$37de1fa0$a79a5ee0$@com> Message-ID: <589c94400810212347y4bddbc48kf8e72f4dcc14a920@mail.gmail.com> Are you using Oracle DB? On Wed, Oct 22, 2008 at 9:01 AM, Darren Azman wrote: > Thanks for the response. > > Blank emails means that as soon as the user sends a response to our email, the user gets an auto-reply that has the same subject but a blank body other than the previous correspondence. It's just an unnecessary email the user receives each time they reply. > > I'm not sure what you mean by the "NotifyActor" option. > > Any additional thoughts? Thanks. > > Darren Azman > Director of Business Development > stickK.com, LLC > tel: (866) 5-stickK ex.106 > fax: (347) 584-1818 > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Tuesday, October 21, 2008 11:57 PM > To: Darren Azman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Requestors recieving blank email after replying > > On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman wrote: >> Hi, >> >> >> >> We are having some trouble with using RT. Here is what is happening: >> >> >> >> 1. Customer sends in email >> >> 2. Customer receives auto-reply from us >> >> 3. We reply to customer >> >> 4. Customer replies to our email >> >> 5. Immediately after customer replies to our email, they receive a blank >> email from us with previous correspondence > > I don't understand what is "a blank email with previous > correspondence". Can you describe it more? > >> There are 6 scrips we use (3 global and 3 queue specific) > > As I understand requestor is not an AdminCc of a queue or ticket, so > most of scrips can be eliminated from the picture: > >> Scrip 3 >> >> Condition: On Correspond >> Action: Open Tickets >> Template: Global template: Blank >> Stage: TransactionCreate >> >> Scrip 5 >> >> Condition: On Create >> Action: Autoreply to Requestors >> Template: Auto Reply >> Stage: TransactionCreate >> >> Scrip 6 >> >> Condition: On Correspond >> Action: Notify Requestors >> Template: Correspondence >> Stage: TransactionCreate > > If NotifyActor option is set to true then requestor is notified with > his own email back. > >> Please let me know if more info. is necessary. >> >> >> >> Thanks!!! >> >> >> >> >> >> Darren Azman >> >> Director of Business Development >> >> stickK.com, LLC >> >> tel: (866) 5-stickK ex.106 >> >> fax: (347) 584-1818 >> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 monti.mail at gmail.com Wed Oct 22 03:46:29 2008 From: monti.mail at gmail.com (Monti gmail) Date: Wed, 22 Oct 2008 09:46:29 +0200 Subject: [rt-users] RT-Extension-CommandByMail In-Reply-To: References: <48FB7E60.5060408@mococo.nl> Message-ID: Amazing, you are right. the break line did the difference. thanks a lot mate! Works like a charm.... Motti. On Wed, Oct 22, 2008 at 1:03 AM, Eli Altman wrote: > I know if you are sending RT mail and expect CommandByMail to pick up > commands, you need a blank line between the actual email header and your > commands. I would check the headers in the ticket history to see if > that's what's up. Have you tried sending via an email client instead of > command line? > > > > Elias > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Monti gmail > *Sent:* Tuesday, October 21, 2008 2:13 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] RT-Extension-CommandByMail > > > > Guys, any one familiar with this extension? > > I have RT 3.8.1 and installed RT-Extension-CommandByMail-0. > > 06 according to the manual with the required configuration. > when I test it there is no error, the ticket is open and discards the > fields I used as described RT-Extension-CommandByMail manual... > > I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue > --action correspond --url http://myrtserver > from: monti.mail at gmail.com > Subject: one more > DependsOn: 62 > Owner: monti > > some text goes here > ^D > > but the ticket is created without the "DependsOn" and "Owner" fields. > > how do I debug this? > > > > > > On Mon, Oct 20, 2008 at 11:42 AM, Monti gmail > wrote: > > Thanks, that helped. I don't have this error no more, but still I can't get > RT-Extension-CommandByMail-0.06 to work. > I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.06 according to > the manual with the required configuration. > when I test it there is no error, the ticket is open and discrds the fields > I used as described RT-Extension-CommandByMail manual... > > I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue > --action correspond --url http://myrtserver > from: monti.mail at gmail.com > Subject: one more > DependsOn: 62 > Owner: monti > > some text goes here > ^D > > but the ticket is created without the "DependsOn" and "Owner" fields. > > how do I debug this? > > > > On Sun, Oct 19, 2008 at 8:37 PM, Joop van de Wege < > JoopvandeWege at mococo.nl> wrote: > > Monti gmail wrote: > > Hi, > > I am trying to install RT-Extension-CommandByMail Extention and it does not > work well. > > When I restart the webserver I get this error: > > Sun Oct 19 20:23:25 2008]* [error] Can't locate > RT/Extension/CommandByMail.pm in @INC (@INC contains:* > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line > 595.\nCompilation failed in require at (eval 2) line 1.\n > > > Any ideas? > > Yes, install rt-3.8.1 because it has a fix for the plugin paths which are > broken in 3.8.0. See also the release notes for 3.8.1 which contain more > info on other important things fixed in that version. > > Greetings, > > Joop > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Wed Oct 22 04:53:53 2008 From: rfh at vialtus.com (Roy El-Hames) Date: Wed, 22 Oct 2008 09:53:53 +0100 Subject: [rt-users] Using ENTRYAGGREGATOR Message-ID: <48FEEA21.8070808@vialtus.com> Hi; (rt-3.6.3/apache2/mysql5/DBix 1.49) We have our table within RT called Circuits and using factory I created Circuit.pm and Circuits.pm then added Circuits_Overlay.pm for the various functions. Selecting with $self->Limit( FIELD => 'x', VALUE => "$y" ); works fine however I am not having any luck selecting when using ENTRYAGGREGATOR => 'OR' example: (from a function in my Circuits_Overlay.pm) $self->Limit ( FIELD => 'DistributionRouter', VALUE => $icon, OPERATOR => 'LIKE', ENTRYAGGREGATOR => 'OR', ); $self->Limit ( FIELD => 'AEndPop', VALUE => $icon, OPERATOR => 'LIKE', ENTRYAGGREGATOR => 'OR', ); my $records = $self->RT::SearchBuilder::BuildSelectQuery(); returning either $records or $self gives nothing ..Tailing rt.log i see $self is referenced correctly , but the sql statement defaulting to AND from rt.log: 'subclauses' => { 'generic_restrictions' => '(main.DistributionRouter LIKE \'%xyz%\') AND (main.AEndPop LIKE \'%xyz%\')' }, How can i force the condition to 'OR', I looked through all the modules within RT and I could n't figure out how to define a default ENTRYAGGREGATOR ; #By the way commenting out the second limit statement I get results back so the function is correct with the exception of the OR clause. Any help would be appreciated; Regards; Roy From v.wawryk at science-computing.de Wed Oct 22 09:46:50 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Wed, 22 Oct 2008 15:46:50 +0200 Subject: [rt-users] set Due depending on Created In-Reply-To: <589c94400810212021x687745bahd6e204982ccd16c8@mail.gmail.com> References: <48FDE747.2090607@science-computing.de> <589c94400810212021x687745bahd6e204982ccd16c8@mail.gmail.com> Message-ID: <48FF2ECA.6090405@science-computing.de> Hi, yes I am doing that already, but they add the days to the current date and not the Created date. Does anyone actually know how I can tell the perlthing to use the created date and not the current date. That would be very helpful. Thanks. Violetta Ruslan Zakirov schrieb: > Look into RT::Date class - lib/RT/Date.pm there are several simple > methods to add time to the date. -- 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 ruz at bestpractical.com Wed Oct 22 10:29:48 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Oct 2008 18:29:48 +0400 Subject: [rt-users] set Due depending on Created In-Reply-To: <48FF2ECA.6090405@science-computing.de> References: <48FDE747.2090607@science-computing.de> <589c94400810212021x687745bahd6e204982ccd16c8@mail.gmail.com> <48FF2ECA.6090405@science-computing.de> Message-ID: <589c94400810220729q77e4bbe9m619b4ba6535fe525@mail.gmail.com> my $created = $self->TicketObj->CreatedObj; $created->Add...; my ($status, $msg) = $self->TicketObj->SetDue( $created->ISO ); $RT::Logger->error("Couldn't set due date: $msg") unless $status; On Wed, Oct 22, 2008 at 5:46 PM, Violetta Wawryk wrote: > > Hi, > > yes I am doing that already, but they add the days to the current date and > not the Created date. Does anyone actually know how I can tell the perlthing > to use the created date and not the current date. That would be very > helpful. > > Thanks. > > Violetta > > Ruslan Zakirov schrieb: >> >> Look into RT::Date class - lib/RT/Date.pm there are several simple >> methods to add time to the date. > > -- > Vorstand/Board of Management: > Dr. Bernd Finkbeiner, Dr. Florian Geyer, > Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech > Vorsitzender des Aufsichtsrats/ > Chairman of the Supervisory Board: > Prof. Dr. Hanns Ruder > Sitz/Registered Office: Tuebingen > Registergericht/Registration Court: Stuttgart > Registernummer/Commercial Register No.: HRB 382196 > -- Best regards, Ruslan. From dazman at stickk.com Wed Oct 22 10:34:48 2008 From: dazman at stickk.com (Darren Azman) Date: Wed, 22 Oct 2008 10:34:48 -0400 Subject: [rt-users] Requestors recieving blank email after replying In-Reply-To: <589c94400810212347y4bddbc48kf8e72f4dcc14a920@mail.gmail.com> References: <00b801c933c7$d22bbcc0$76833640$@com> <589c94400810212056pa6b851cgea047115c62524ef@mail.gmail.com> <001001c93403$37de1fa0$a79a5ee0$@com> <589c94400810212347y4bddbc48kf8e72f4dcc14a920@mail.gmail.com> Message-ID: <001801c93453$5913ce90$0b3b6bb0$@com> Using mysql Darren Azman Director of Business Development stickK.com, LLC tel: (866) 5-stickK ex.106 fax: (347) 584-1818 -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, October 22, 2008 2:48 AM To: Darren Azman Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Requestors recieving blank email after replying Are you using Oracle DB? On Wed, Oct 22, 2008 at 9:01 AM, Darren Azman wrote: > Thanks for the response. > > Blank emails means that as soon as the user sends a response to our email, the user gets an auto-reply that has the same subject but a blank body other than the previous correspondence. It's just an unnecessary email the user receives each time they reply. > > I'm not sure what you mean by the "NotifyActor" option. > > Any additional thoughts? Thanks. > > Darren Azman > Director of Business Development > stickK.com, LLC > tel: (866) 5-stickK ex.106 > fax: (347) 584-1818 > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Tuesday, October 21, 2008 11:57 PM > To: Darren Azman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Requestors recieving blank email after replying > > On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman wrote: >> Hi, >> >> >> >> We are having some trouble with using RT. Here is what is happening: >> >> >> >> 1. Customer sends in email >> >> 2. Customer receives auto-reply from us >> >> 3. We reply to customer >> >> 4. Customer replies to our email >> >> 5. Immediately after customer replies to our email, they receive a blank >> email from us with previous correspondence > > I don't understand what is "a blank email with previous > correspondence". Can you describe it more? > >> There are 6 scrips we use (3 global and 3 queue specific) > > As I understand requestor is not an AdminCc of a queue or ticket, so > most of scrips can be eliminated from the picture: > >> Scrip 3 >> >> Condition: On Correspond >> Action: Open Tickets >> Template: Global template: Blank >> Stage: TransactionCreate >> >> Scrip 5 >> >> Condition: On Create >> Action: Autoreply to Requestors >> Template: Auto Reply >> Stage: TransactionCreate >> >> Scrip 6 >> >> Condition: On Correspond >> Action: Notify Requestors >> Template: Correspondence >> Stage: TransactionCreate > > If NotifyActor option is set to true then requestor is notified with > his own email back. > >> Please let me know if more info. is necessary. >> >> >> >> Thanks!!! >> >> >> >> >> >> Darren Azman >> >> Director of Business Development >> >> stickK.com, LLC >> >> tel: (866) 5-stickK ex.106 >> >> fax: (347) 584-1818 >> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 mike.peachey at jennic.com Wed Oct 22 10:43:47 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 22 Oct 2008 15:43:47 +0100 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <48FF4005.E927.0018.0@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> Message-ID: <48FF3C23.6040807@jennic.com> Michael Mollard wrote: > Hi all, > I'm an RT newbie, so be gentle with me. > > I have setup a functioning RT system (on SLES10sp2) What version of RT? > I have installed the RT::Authen::ExternalAuth 0.5. This creates a <$RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm > I have edited that file with the correct site-specific ldap stuff. > > Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to activate the LDAP stuff? Are there any other changes needed? The file $RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm is not part of the installation, it simply contains examples for you to paste into your $RTHOME/etc/RT_SiteConfig.pm file. You can alternatively choose to put a line in your RT_SiteConfig to "include" the example file instead of just copying the lines out of it. > The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) are helpful to a point, but the Post-Install section (which is apparently the crux of the setup) is too vague for an RT newbie. I've just read it again and the instructions seem fairly clear. If you can advise what is confusing to you, perhaps we can make it better. If you are using RT 3.8.x then I recommend using this ExternalAuth 0.06_002 instead of 0.05 as it is a pre-release candidate for RT3.8 compatibility. 0.05 was written before 3.8 came out and so requires tweaking before it will work properly with 3.8 and later. You can get it here: http://www.cpan.org/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.06_02.tar.gz -- 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 rainer at ultra-secure.de Wed Oct 22 11:52:11 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 22 Oct 2008 17:52:11 +0200 Subject: [rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow? Message-ID: <48FF4C2B.6070108@ultra-secure.de> Hi, one thing that new users esp. seem to be missing is the possibility to display the name of the requestor on the screen where you compose the mail. Sometimes, our staff creates tickets on customer's behalf, sometimes not. So, you've got to watch when you type a "reply" and when it's just a "comment". Can this be done relatively easily? Searching the wiki didn't give any obvious candidates... Rainer From darling at ccdc.cam.ac.uk Wed Oct 22 12:02:34 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Wed, 22 Oct 2008 17:02:34 +0100 Subject: [rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow? In-Reply-To: <48FF4C2B.6070108@ultra-secure.de> References: <48FF4C2B.6070108@ultra-secure.de> Message-ID: <48FF4E9A.8070304@ccdc.cam.ac.uk> Hi Rainer > one thing that new users esp. seem to be missing is the possibility to > display the name of the requestor on the screen where you compose the mail. > Sometimes, our staff creates tickets on customer's behalf, sometimes not. > So, you've got to watch when you type a "reply" and when it's just a > "comment". I don't know which version of RT you're using, but with 3.6.1 I've done this. Using your local copy of .../html/Ticket/Update.html add %# If we're replying, show who the requestors are. % if ( ! $ARGS{'UpdateType'} && $ResponseDefault ) { <% $TicketObj->RequestorAddresses() %> % } after the '' of the $CanComment/$CanRespond block. There's a drawback - it's not dynamic, if they change the Reply type to Correspond, the requestors are still listed, and if they start as Comment and change it to Reply, they're not listed. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From todd at theherrs.net Wed Oct 22 13:59:40 2008 From: todd at theherrs.net (Todd Herr) Date: Wed, 22 Oct 2008 13:59:40 -0400 Subject: [rt-users] Version 3.8.1 upgrade - UPGRADING.mysql file clarification Message-ID: <48FF6A0C.8000406@theherrs.net> Hello. I'm still in the planning stages of an upgrade from 3.6.0, with MySQL 5.0.22, to 3.8.1, and I'm a bit confused by contents of the UPGRADING.mysql file. The file includes the line: If you're upgrading RT from versions prior to 3.8.0 then you MUST follow instructions below. but those instructions all seem to speak to an upgrade of MySQL from 4.0 to 4.1, and I'm already running MySQL 5.0.22: 1) Backup RT database. It's really good to test that you can restore from this backup. 2) Follow instructions in the README file to the step 7). 3) Apply changes described in the seven step, but only up to version 3.8.0. 4) Apply mysql 4.0->4.1 schema changes. RT tarball has script etc/upgrade/schema.mysql-4.0-4.1.pl that generates SQL queries to upgrade schema of the DB. Run it: perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries 5) Check sanity of sql queries yourself or consult with your DBA 6) Apply queries. Note that this step can take a while. May require additional space on your hard drive comparable with size of your tables. mysql -u root -p rt3 < sql.queries So, my question is, do I have to follow the instructions in the UPGRADING.mysql file, given that I'm already running MySQL 5.0.22? -- Todd Herr From Buck.Golemon at amd.com Wed Oct 22 14:29:45 2008 From: Buck.Golemon at amd.com (Golemon, Buck) Date: Wed, 22 Oct 2008 11:29:45 -0700 Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes intoinfinite loop. In-Reply-To: <589c94400810212141u4e100f3fo9ddd6ecbc4d18d55@mail.gmail.com> References: <589c94400810212141u4e100f3fo9ddd6ecbc4d18d55@mail.gmail.com> Message-ID: Good call. Upgrading mysql from 4 to 5 fixed all the below issues. --Buck -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, October 21, 2008 9:42 PM To: Golemon, Buck Cc: RT Users List; Descamps, Gilles-Eric; Lee, Mark (SV) Subject: Re: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes intoinfinite loop. The log says that mysql closed connection without any reason. Such errors happen when mysql has a bug, mysql client libraries has a bug or DBD::mysql perl module or DBI perl module. Provide versions of these libraries. You should start from DBD::mysql and DBI. Install newer DBI which is tested much. Play with different versions of DBD::mysql close to the latest. Always run tests before installing these modules and report errors using http://rt.cpan.org. On Wed, Oct 15, 2008 at 3:25 AM, Golemon, Buck wrote: > Did I ask the question the wrong way? > At this point, any ideas are appreciated. > > Has anyone successfully upgraded their database from <=3.2.2 to 3.8.1? > > --Buck > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Golemon, > Buck > Sent: Monday, October 13, 2008 6:38 PM > To: RT Users List > Cc: Descamps, Gilles-Eric; Lee, Mark (SV) > Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes > intoinfinite loop. > > The installation works just find with a pristine database, but when I > copy over my old database and follow the instructions at > UPGRADING.mysql, I get this error: (see attached). This went on for two > million lines before I stopped the server. It finally gets into a > three-line loop like this: (again, see attached). > > > > I got some errors from schema.mysql-4.0-4.1.pl like this: > # perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass > > sql.queries > Use of uninitialized value in numeric gt (>) at > etc/upgrade/schema.mysql-4.0-4.1.pl line 310. > Use of uninitialized value in numeric gt (>) at > etc/upgrade/schema.mysql-4.0-4.1.pl line 310. > Use of uninitialized value in numeric gt (>) at > etc/upgrade/schema.mysql-4.0-4.1.pl line 310. > Use of uninitialized value in numeric gt (>) at > etc/upgrade/schema.mysql-4.0-4.1.pl line 310. > > > I had to replace all the occurrences (three total) of 'BLOB CHARACTER > SET utf8' with just 'BLOB', since BLOB doesn't have a character set, and > this is a syntax error in mysql. > > > I also dropped and recreated the sessions table because it was > corrupted. I did it like this: > drop table sessions; > CREATE TABLE `sessions` ( > `id` varchar(32) NOT NULL default '', > `a_session` longblob NOT NULL, > `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update > CURRENT_TIMESTAMP, > PRIMARY KEY (`id`) > ) ENGINE=MyISAM DEFAULT CHARSET=latin1 > > > Thanks in advance, > --Buck > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 fpercynski at hdms.com Wed Oct 22 14:23:35 2008 From: fpercynski at hdms.com (Percynski, Fred) Date: Wed, 22 Oct 2008 14:23:35 -0400 Subject: [rt-users] RT interface not working In-Reply-To: <20081014174400.9D76C19B817A@diesel.bestpractical.com> References: <2631CB50A94F5A4998D56D158D071D6B0123CB7D@BEFUNCIONARIOS.uminho.pt><48F0F9BC.7020003@fullnet.co.uk> <20081014174400.9D76C19B817A@diesel.bestpractical.com> Message-ID: <29894082.1224699815845.JavaMail.root@securemail.hdms.com> I was able to fix this problem on my RT. FWIW if anyone else is still having a problem: When I tried to use the CLI /opt/rt3/bin/rt it kept giving me errors related to the Util.pm file. I deleted the file /usr/lib/perl5/5.8.8/i386-linux-thread-multi/Scalar/Util.pm, then downloaded Scalar::Util and manually installed it. Restarted httpd and now everything is back to normal.- The information contained in this message is privileged and confidential. It is intended only for the recipient or entity listed above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message is strictly prohibited. If you have received this message in error, please notify the sender immediately by replying to the message and promptly deleting it from your computer. Thank you. Health Data Management Solutions. From MollardM at mbc.qld.edu.au Wed Oct 22 19:10:20 2008 From: MollardM at mbc.qld.edu.au (Michael Mollard) Date: Thu, 23 Oct 2008 09:10:20 +1000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <48FF3C23.6040807@jennic.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> Message-ID: <49003F7C.E927.0018.0@mbc.qld.edu.au> Thanks for the assistance. I have downloaded and installed the latest version of RT-Authen-ExternalAuth-0.06_02, with RT 3.8.1(latest) I seem to have gotten a step further, but still have some issues. When I try and authenticate with an ldap account, my browser reports: "Can't call method "Disabled" on an undefined value at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../local/lib/RT/User_Vendor.pm line 351, line 273." and my ./var/log/rt.log says: [Thu Oct 23 00:11:07 2008] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/Record.pm:1439) [Thu Oct 23 00:11:07 2008] [error]: Couldn't get principal for not loaded object (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm:1113) It seems to be connectiong to my ldap, (which was more than it was doing) but fails soon after. Am I missing something? Here is my RT_Siteconfig.pm Set( $rtname, 'mbc.qld.edu.au'); Set($LogToSyslog , 'debug'); Set($LogToScreen , 'debug'); Set($LogToFile , 'debug'); Set($LogDir, 'var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log #Set(@Plugins,(qw(Extension::QuickDelete))); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'ldap.mbc.qld.edu.au', #'user' => 'ldaphelpdesk', #'pass' => 'rt_ldap_password', 'base' => 'ou=lab,o=mbc', 'filter' => '(objectClass=inetOrgPerson)', #'d_filter' => '(FILTER_STRING)', 'tls' => 0, 'net_ldap_args' => [ version => 3 ], 'group' => 'cn=GRP_Staff,ou=lab,o=mbc', 'group_attr' => 'groupMembership', 'attr_match_list' => [ 'Name', 'EmailAddress', #'RealName', #'WorkPhone', #'Address2' ], 'attr_map' => { 'Name' => 'cn', 'EmailAddress' => 'mail', 'Organization' => 'l', 'RealName' => 'cn', #'ExternalAuthId' => 'sAMAccountName', #'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; Thanks. Michael. Michael Mollard Network Administrator Moreton Bay College mollardm at mbc.qld.edu.au http://www.mbc.qld.edu.au Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) >>> Mike Peachey 23/10/2008 12:43 am >>> Michael Mollard wrote: > Hi all, > I'm an RT newbie, so be gentle with me. > > I have setup a functioning RT system (on SLES10sp2) What version of RT? > I have installed the RT::Authen::ExternalAuth 0.5. This creates a <$RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm > I have edited that file with the correct site-specific ldap stuff. > > Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to activate the LDAP stuff? Are there any other changes needed? The file $RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm is not part of the installation, it simply contains examples for you to paste into your $RTHOME/etc/RT_SiteConfig.pm file. You can alternatively choose to put a line in your RT_SiteConfig to "include" the example file instead of just copying the lines out of it. > The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) are helpful to a point, but the Post-Install section (which is apparently the crux of the setup) is too vague for an RT newbie. I've just read it again and the instructions seem fairly clear. If you can advise what is confusing to you, perhaps we can make it better. If you are using RT 3.8.x then I recommend using this ExternalAuth 0.06_002 instead of 0.05 as it is a pre-release candidate for RT3.8 compatibility. 0.05 was written before 3.8 came out and so requires tweaking before it will work properly with 3.8 and later. You can get it here: http://www.cpan.org/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.06_02.tar.gz -- 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 __________________________________________________ -------------------------------------------------------------------------------- Disclaimer: Whilst every attempt has been made to ensure that material contained in this email is free from computer viruses or other defects, the attached files are provided, and may only be used, on the basis that the user assumes all responsibility for use of the material transmitted. This email is intended only for the use of the individual or entity names above and may contain information that is confidential and privileged. If you are not the intended recipient, please note that any dissemination, distribution or copying of this email is strictly prohibited. If you have received this email in error, please notify us immediately by return email or telephone 07 3390 8555 and destroy the original message. The contents of this message are provided without responsibility in law for their accuracy or otherwise, and without assumption of a duty of care by the School. -------------------------------------------------------------------------------- From KFCrocker at lbl.gov Wed Oct 22 19:42:36 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 22 Oct 2008 16:42:36 -0700 Subject: [rt-users] RT scrip question In-Reply-To: <589c94400810212031q38474b88oe9b56ef0aae15eb3@mail.gmail.com> References: <48FE4285.6050208@lbl.gov> <589c94400810212031q38474b88oe9b56ef0aae15eb3@mail.gmail.com> Message-ID: <48FFBA6C.20005@lbl.gov> Ruslan, Thanks. That did it. Kenn LBNL On 10/21/2008 8:31 PM, Ruslan Zakirov wrote: > Condition: On Create > Action Code: > > $self->TicketObj->Owner - returns owner id > $self->TicketObj->OwnerObj - returns owner as RT::User object > > On Wed, Oct 22, 2008 at 12:58 AM, Kenneth Crocker wrote: >> To list, >> >> >> I am trying to capture the ticket owner as the ticket is created (via >> Web) and I'm not sure of how to code that. I know how to ensure that I'm >> checking a WebUI transaction and the transaction creator, but don't know >> how to get the ticket owner on creation. Help?? 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 falcone at bestpractical.com Wed Oct 22 19:46:46 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 22 Oct 2008 16:46:46 -0700 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <49003F7C.E927.0018.0@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49003F7C.E927.0018.0@mbc.qld.edu.au> Message-ID: <12A90785-1BAE-4CB9-9509-54346F047BCD@bestpractical.com> On Oct 22, 2008, at 4:10 PM, Michael Mollard wrote: > Thanks for the assistance. > I have downloaded and installed the latest version of RT-Authen- > ExternalAuth-0.06_02, with RT 3.8.1(latest) > I seem to have gotten a step further, but still have some issues. > > When I try and authenticate with an ldap account, my browser reports: > "Can't call method "Disabled" on an undefined value at /srv/www/ > vhosts/rt.mbc.qld.edu.au/bin/../local/lib/RT/User_Vendor.pm line > 351, line 273." I assume you previously installed 0.05? You should go delete /srv/www/vhosts/rt.mbc.qld.au/local/lib/RT/ User_vendor.pm and RT/Authen/ExternalAuth.pm 0.05 had a bug where .pm files were being double installed 0.06_02 contains a patch for this bug -kevin > > > and my ./var/log/rt.log says: > [Thu Oct 23 00:11:07 2008] [warning]: Transaction->Create couldn't, > as you didn't specify an object type and id (/srv/www/vhosts/ > rt.mbc.qld.edu.au/bin/../lib/RT/Record.pm:1439) > [Thu Oct 23 00:11:07 2008] [error]: Couldn't get principal for not > loaded object (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/ > User_Overlay.pm:1113) > > It seems to be connectiong to my ldap, (which was more than it was > doing) but fails soon after. Am I missing something? > > Here is my RT_Siteconfig.pm > > Set( $rtname, 'mbc.qld.edu.au'); > Set($LogToSyslog , 'debug'); > Set($LogToScreen , 'debug'); > Set($LogToFile , 'debug'); > Set($LogDir, 'var/log'); > Set($LogToFileNamed , "rt.log"); #log to rt.log > > #Set(@Plugins,(qw(Extension::QuickDelete))); > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > Set($ExternalAuthPriority, [ 'My_LDAP' ] ); > Set($ExternalInfoPriority, [ 'My_LDAP' ] ); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { 'My_LDAP' => { > > 'type' => 'ldap', > > 'auth' => 1, > > 'info' => 1, > > 'server' => 'ldap.mbc.qld.edu.au', > > #'user' => 'ldaphelpdesk', > > #'pass' => 'rt_ldap_password', > > 'base' => 'ou=lab,o=mbc', > > 'filter' => '(objectClass=inetOrgPerson)', > > #'d_filter' => '(FILTER_STRING)', > > 'tls' => 0, > > 'net_ldap_args' => [ version => 3 ], > > 'group' => 'cn=GRP_Staff,ou=lab,o=mbc', > > 'group_attr' => 'groupMembership', > > 'attr_match_list' => [ 'Name', > 'EmailAddress > ', > #'RealName > ', > #'WorkPhone > ', > #'Address2 > ' > ], > > 'attr_map' => { 'Name' => 'cn', > 'EmailAddress > ' => 'mail', > 'Organization > ' => 'l', > 'RealName > ' => 'cn', > #'ExternalAuthId > ' => 'sAMAccountName', > #'Gecos > ' => 'sAMAccountName', > 'WorkPhone > ' => 'telephoneNumber', > 'Address1 > ' => 'streetAddress', > 'City > ' => 'l', > 'State > ' => 'st', > 'Zip > ' => 'postalCode', > 'Country > ' => 'co' > } > } > } > ); > 1; > > > Thanks. > Michael. > > > > > > > > Michael Mollard > Network Administrator > Moreton Bay College > mollardm at mbc.qld.edu.au > http://www.mbc.qld.edu.au > Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 > Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) > > >>>> Mike Peachey 23/10/2008 12:43 am >>> > Michael Mollard wrote: >> Hi all, >> I'm an RT newbie, so be gentle with me. >> >> I have setup a functioning RT system (on SLES10sp2) > > What version of RT? > >> I have installed the RT::Authen::ExternalAuth 0.5. This creates a < >> $RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm >> I have edited that file with the correct site-specific ldap stuff. >> >> Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to >> activate the LDAP stuff? Are there any other changes needed? > > The file > $RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm is > not > part of the installation, it simply contains examples for you to paste > into your $RTHOME/etc/RT_SiteConfig.pm file. > > You can alternatively choose to put a line in your RT_SiteConfig to > "include" the example file instead of just copying the lines out of > it. > >> The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) >> are helpful to a point, but the Post-Install section (which is >> apparently the crux of the setup) is too vague for an RT newbie. > > I've just read it again and the instructions seem fairly clear. If you > can advise what is confusing to you, perhaps we can make it better. > > If you are using RT 3.8.x then I recommend using this ExternalAuth > 0.06_002 instead of 0.05 as it is a pre-release candidate for RT3.8 > compatibility. 0.05 was written before 3.8 came out and so requires > tweaking before it will work properly with 3.8 and later. > > You can get it here: > http://www.cpan.org/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.06_02.tar.gz > > -- > 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 > __________________________________________________ > > -------------------------------------------------------------------------------- > Disclaimer: Whilst every attempt has been made to ensure that > material contained in this email is free from computer viruses or > other defects, the attached files are provided, and may only be > used, on the basis that the user assumes all responsibility for use > of the material transmitted. This email is intended only for the use > of the individual or entity names above and may contain information > that is confidential and privileged. If you are not the intended > recipient, please note that any dissemination, distribution or > copying of this email is strictly prohibited. If you have received > this email in error, please notify us immediately by return email or > telephone 07 3390 8555 and destroy the original message. The > contents of this message are provided without responsibility in law > for their accuracy or otherwise, and without assumption of a duty of > care by the 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 > From eli at gmnameplate.com Wed Oct 22 19:47:06 2008 From: eli at gmnameplate.com (Eli Altman) Date: Wed, 22 Oct 2008 16:47:06 -0700 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <49003F7C.E927.0018.0@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49003F7C.E927.0018.0@mbc.qld.edu.au> Message-ID: This sounds like you need the User_Vendor patch.. I know it's been known to work with earlier versions of the ExternalAuth, but is it still needed for the newest version? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 I imagine Mike will be back with words of advice, but may as well make a backup and give this a shot. Elias -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Mollard Sent: Wednesday, October 22, 2008 4:10 PM To: mike.peachey at jennic.com; RT Users Subject: Re: [rt-users] Ldap Authentication setup question Thanks for the assistance. I have downloaded and installed the latest version of RT-Authen-ExternalAuth-0.06_02, with RT 3.8.1(latest) I seem to have gotten a step further, but still have some issues. When I try and authenticate with an ldap account, my browser reports: "Can't call method "Disabled" on an undefined value at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../local/lib/RT/User_Vendor.pm line 351, line 273." and my ./var/log/rt.log says: [Thu Oct 23 00:11:07 2008] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/Record.pm:1439) [Thu Oct 23 00:11:07 2008] [error]: Couldn't get principal for not loaded object (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm:1113) It seems to be connectiong to my ldap, (which was more than it was doing) but fails soon after. Am I missing something? Here is my RT_Siteconfig.pm Set( $rtname, 'mbc.qld.edu.au'); Set($LogToSyslog , 'debug'); Set($LogToScreen , 'debug'); Set($LogToFile , 'debug'); Set($LogDir, 'var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log #Set(@Plugins,(qw(Extension::QuickDelete))); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'ldap.mbc.qld.edu.au', #'user' => 'ldaphelpdesk', #'pass' => 'rt_ldap_password', 'base' => 'ou=lab,o=mbc', 'filter' => '(objectClass=inetOrgPerson)', #'d_filter' => '(FILTER_STRING)', 'tls' => 0, 'net_ldap_args' => [ version => 3 ], 'group' => 'cn=GRP_Staff,ou=lab,o=mbc', 'group_attr' => 'groupMembership', 'attr_match_list' => [ 'Name', 'EmailAddress', #'RealName', #'WorkPhone', #'Address2' ], 'attr_map' => { 'Name' => 'cn', 'EmailAddress' => 'mail', 'Organization' => 'l', 'RealName' => 'cn', #'ExternalAuthId' => 'sAMAccountName', #'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; Thanks. Michael. Michael Mollard Network Administrator Moreton Bay College mollardm at mbc.qld.edu.au http://www.mbc.qld.edu.au Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) >>> Mike Peachey 23/10/2008 12:43 am >>> Michael Mollard wrote: > Hi all, > I'm an RT newbie, so be gentle with me. > > I have setup a functioning RT system (on SLES10sp2) What version of RT? > I have installed the RT::Authen::ExternalAuth 0.5. This creates a <$RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm > I have edited that file with the correct site-specific ldap stuff. > > Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to activate the LDAP stuff? Are there any other changes needed? The file $RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm is not part of the installation, it simply contains examples for you to paste into your $RTHOME/etc/RT_SiteConfig.pm file. You can alternatively choose to put a line in your RT_SiteConfig to "include" the example file instead of just copying the lines out of it. > The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) are helpful to a point, but the Post-Install section (which is apparently the crux of the setup) is too vague for an RT newbie. I've just read it again and the instructions seem fairly clear. If you can advise what is confusing to you, perhaps we can make it better. If you are using RT 3.8.x then I recommend using this ExternalAuth 0.06_002 instead of 0.05 as it is a pre-release candidate for RT3.8 compatibility. 0.05 was written before 3.8 came out and so requires tweaking before it will work properly with 3.8 and later. You can get it here: http://www.cpan.org/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.06_02.tar.gz -- 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 __________________________________________________ -------------------------------------------------------------------------------- Disclaimer: Whilst every attempt has been made to ensure that material contained in this email is free from computer viruses or other defects, the attached files are provided, and may only be used, on the basis that the user assumes all responsibility for use of the material transmitted. This email is intended only for the use of the individual or entity names above and may contain information that is confidential and privileged. If you are not the intended recipient, please note that any dissemination, distribution or copying of this email is strictly prohibited. If you have received this email in error, please notify us immediately by return email or telephone 07 3390 8555 and destroy the original message. The contents of this message are provided without responsibility in law for their accuracy or otherwise, and without assumption of a duty of care by the 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 From falcone at bestpractical.com Wed Oct 22 19:55:15 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 22 Oct 2008 16:55:15 -0700 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49003F7C.E927.0018.0@mbc.qld.edu.au> Message-ID: <5536811A-A17D-4F09-B8B1-06A841E65E41@bestpractical.com> On Oct 22, 2008, at 4:47 PM, Eli Altman wrote: > This sounds like you need the User_Vendor patch.. I know it's been > known to work with earlier versions of the ExternalAuth, but is it > still needed for the newest version? > > http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 > > I imagine Mike will be back with words of advice, but may as well > make a backup and give this a shot. For the archives: This patch has been applied to 0.06_02 but if you have an old version laying around in local/ you may need to delete it. I'm checking in an update to the README which will be in the next release -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com > ] On Behalf Of Michael Mollard > Sent: Wednesday, October 22, 2008 4:10 PM > To: mike.peachey at jennic.com; RT Users > Subject: Re: [rt-users] Ldap Authentication setup question > > Thanks for the assistance. > I have downloaded and installed the latest version of RT-Authen- > ExternalAuth-0.06_02, with RT 3.8.1(latest) > I seem to have gotten a step further, but still have some issues. > > When I try and authenticate with an ldap account, my browser reports: > "Can't call method "Disabled" on an undefined value at /srv/www/ > vhosts/rt.mbc.qld.edu.au/bin/../local/lib/RT/User_Vendor.pm line > 351, line 273." > > and my ./var/log/rt.log says: > [Thu Oct 23 00:11:07 2008] [warning]: Transaction->Create couldn't, > as you didn't specify an object type and id (/srv/www/vhosts/ > rt.mbc.qld.edu.au/bin/../lib/RT/Record.pm:1439) > [Thu Oct 23 00:11:07 2008] [error]: Couldn't get principal for not > loaded object (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/ > User_Overlay.pm:1113) > > It seems to be connectiong to my ldap, (which was more than it was > doing) but fails soon after. Am I missing something? > > Here is my RT_Siteconfig.pm > > Set( $rtname, 'mbc.qld.edu.au'); > Set($LogToSyslog , 'debug'); > Set($LogToScreen , 'debug'); > Set($LogToFile , 'debug'); > Set($LogDir, 'var/log'); > Set($LogToFileNamed , "rt.log"); #log to rt.log > > #Set(@Plugins,(qw(Extension::QuickDelete))); > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > Set($ExternalAuthPriority, [ 'My_LDAP' ] ); > Set($ExternalInfoPriority, [ 'My_LDAP' ] ); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { 'My_LDAP' => { > > 'type' => 'ldap', > > 'auth' => 1, > > 'info' => 1, > > 'server' => 'ldap.mbc.qld.edu.au', > > #'user' => 'ldaphelpdesk', > > #'pass' => 'rt_ldap_password', > > 'base' => 'ou=lab,o=mbc', > > 'filter' => '(objectClass=inetOrgPerson)', > > #'d_filter' => '(FILTER_STRING)', > > 'tls' => 0, > > 'net_ldap_args' => [ version => 3 ], > > 'group' => 'cn=GRP_Staff,ou=lab,o=mbc', > > 'group_attr' => 'groupMembership', > > 'attr_match_list' => [ 'Name', > 'EmailAddress > ', > #'RealName > ', > #'WorkPhone > ', > #'Address2 > ' > ], > > 'attr_map' => { 'Name' => 'cn', > 'EmailAddress > ' => 'mail', > 'Organization > ' => 'l', > 'RealName > ' => 'cn', > #'ExternalAuthId > ' => 'sAMAccountName', > #'Gecos > ' => 'sAMAccountName', > 'WorkPhone > ' => 'telephoneNumber', > 'Address1 > ' => 'streetAddress', > 'City > ' => 'l', > 'State > ' => 'st', > 'Zip > ' => 'postalCode', > 'Country > ' => 'co' > } > } > } > ); > 1; > > > Thanks. > Michael. > > > > > > > > Michael Mollard > Network Administrator > Moreton Bay College > mollardm at mbc.qld.edu.au > http://www.mbc.qld.edu.au > Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 > Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) > > >>>> Mike Peachey 23/10/2008 12:43 am >>> > Michael Mollard wrote: >> Hi all, >> I'm an RT newbie, so be gentle with me. >> >> I have setup a functioning RT system (on SLES10sp2) > > What version of RT? > >> I have installed the RT::Authen::ExternalAuth 0.5. This creates a < >> $RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm >> I have edited that file with the correct site-specific ldap stuff. >> >> Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to >> activate the LDAP stuff? Are there any other changes needed? > > The file > $RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm is > not > part of the installation, it simply contains examples for you to paste > into your $RTHOME/etc/RT_SiteConfig.pm file. > > You can alternatively choose to put a line in your RT_SiteConfig to > "include" the example file instead of just copying the lines out of > it. > >> The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) >> are helpful to a point, but the Post-Install section (which is >> apparently the crux of the setup) is too vague for an RT newbie. > > I've just read it again and the instructions seem fairly clear. If you > can advise what is confusing to you, perhaps we can make it better. > > If you are using RT 3.8.x then I recommend using this ExternalAuth > 0.06_002 instead of 0.05 as it is a pre-release candidate for RT3.8 > compatibility. 0.05 was written before 3.8 came out and so requires > tweaking before it will work properly with 3.8 and later. > > You can get it here: > http://www.cpan.org/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.06_02.tar.gz > > -- > 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 > __________________________________________________ > > -------------------------------------------------------------------------------- > Disclaimer: Whilst every attempt has been made to ensure that > material contained in this email is free from computer viruses or > other defects, the attached files are provided, and may only be > used, on the basis that the user assumes all responsibility for use > of the material transmitted. This email is intended only for the use > of the individual or entity names above and may contain information > that is confidential and privileged. If you are not the intended > recipient, please note that any dissemination, distribution or > copying of this email is strictly prohibited. If you have received > this email in error, please notify us immediately by return email or > telephone 07 3390 8555 and destroy the original message. The > contents of this message are provided without responsibility in law > for their accuracy or otherwise, and without assumption of a duty of > care by the 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 mcr at simtone.net Wed Oct 22 20:01:09 2008 From: mcr at simtone.net (mcr at simtone.net) Date: Wed, 22 Oct 2008 20:01:09 -0400 Subject: [rt-users] preventing correspondance for some queues Message-ID: <20081023000112.1549023C0F4@diesel.bestpractical.com> I have some queues that I have created that will get tickets opened to deal with. I am pointing cron and other daemons' warnings at these queues. I don't want any response. This action is stock scrip#27. It appears that the only way to disable this for the 2 queues involves is to remove it for all queues, and then add it to all other queues. Or is there another way? -- Michael Richardson Director -- Consumer Desktop Development, Simtone Corporation, Ottawa, Canada Personal: http://www.sandelman.ca/mcr/ SIMtone Corporation fundamentally transforms computing into simple, secure, and very low-cost network-provisioned services pervasively accessible by everyone. Learn more at www.simtone.net and www.SIMtoneVDU.com From MollardM at mbc.qld.edu.au Wed Oct 22 20:20:19 2008 From: MollardM at mbc.qld.edu.au (Michael Mollard) Date: Thu, 23 Oct 2008 10:20:19 +1000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <12A90785-1BAE-4CB9-9509-54346F047BCD@bestpractical.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49003F7C.E927.0018.0@mbc.qld.edu.au> <12A90785-1BAE-4CB9-9509-54346F047BCD@bestpractical.com> Message-ID: <49004FE3.E927.0018.0@mbc.qld.edu.au> Before I installed v .06 I 'rm-Rf /srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth', then did a full install of the module. But just to be certain, I removed the 2 files you mentioned, and then did a complete re-install of the RT-Authen-ExternalAuth module. Same error in rt.log file. Same error in browser, except different line number: Can't call method "Disabled" on an undefined value at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm line 971. Thanks for all the prompt assistance. Michael. Michael Mollard Network Administrator Moreton Bay College mollardm at mbc.qld.edu.au http://www.mbc.qld.edu.au Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) >>> Kevin Falcone 23/10/2008 9:46 am >>> On Oct 22, 2008, at 4:10 PM, Michael Mollard wrote: > Thanks for the assistance. > I have downloaded and installed the latest version of RT-Authen- > ExternalAuth-0.06_02, with RT 3.8.1(latest) > I seem to have gotten a step further, but still have some issues. > > When I try and authenticate with an ldap account, my browser reports: > "Can't call method "Disabled" on an undefined value at /srv/www/ > vhosts/rt.mbc.qld.edu.au/bin/../local/lib/RT/User_Vendor.pm line > 351, line 273." I assume you previously installed 0.05? You should go delete /srv/www/vhosts/rt.mbc.qld.au/local/lib/RT/ User_vendor.pm and RT/Authen/ExternalAuth.pm 0.05 had a bug where .pm files were being double installed 0.06_02 contains a patch for this bug -kevin > > > and my ./var/log/rt.log says: > [Thu Oct 23 00:11:07 2008] [warning]: Transaction->Create couldn't, > as you didn't specify an object type and id (/srv/www/vhosts/ > rt.mbc.qld.edu.au/bin/../lib/RT/Record.pm:1439) > [Thu Oct 23 00:11:07 2008] [error]: Couldn't get principal for not > loaded object (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/ > User_Overlay.pm:1113) > > It seems to be connectiong to my ldap, (which was more than it was > doing) but fails soon after. Am I missing something? > > Here is my RT_Siteconfig.pm > > Set( $rtname, 'mbc.qld.edu.au'); > Set($LogToSyslog , 'debug'); > Set($LogToScreen , 'debug'); > Set($LogToFile , 'debug'); > Set($LogDir, 'var/log'); > Set($LogToFileNamed , "rt.log"); #log to rt.log > > #Set(@Plugins,(qw(Extension::QuickDelete))); > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > Set($ExternalAuthPriority, [ 'My_LDAP' ] ); > Set($ExternalInfoPriority, [ 'My_LDAP' ] ); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { 'My_LDAP' => { > > 'type' => 'ldap', > > 'auth' => 1, > > 'info' => 1, > > 'server' => 'ldap.mbc.qld.edu.au', > > #'user' => 'ldaphelpdesk', > > #'pass' => 'rt_ldap_password', > > 'base' => 'ou=lab,o=mbc', > > 'filter' => '(objectClass=inetOrgPerson)', > > #'d_filter' => '(FILTER_STRING)', > > 'tls' => 0, > > 'net_ldap_args' => [ version => 3 ], > > 'group' => 'cn=GRP_Staff,ou=lab,o=mbc', > > 'group_attr' => 'groupMembership', > > 'attr_match_list' => [ 'Name', > 'EmailAddress > ', > #'RealName > ', > #'WorkPhone > ', > #'Address2 > ' > ], > > 'attr_map' => { 'Name' => 'cn', > 'EmailAddress > ' => 'mail', > 'Organization > ' => 'l', > 'RealName > ' => 'cn', > #'ExternalAuthId > ' => 'sAMAccountName', > #'Gecos > ' => 'sAMAccountName', > 'WorkPhone > ' => 'telephoneNumber', > 'Address1 > ' => 'streetAddress', > 'City > ' => 'l', > 'State > ' => 'st', > 'Zip > ' => 'postalCode', > 'Country > ' => 'co' > } > } > } > ); > 1; > > > Thanks. > Michael. > > > > > > > > Michael Mollard > Network Administrator > Moreton Bay College > mollardm at mbc.qld.edu.au > http://www.mbc.qld.edu.au > Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 > Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) > > >>>> Mike Peachey 23/10/2008 12:43 am >>> > Michael Mollard wrote: >> Hi all, >> I'm an RT newbie, so be gentle with me. >> >> I have setup a functioning RT system (on SLES10sp2) > > What version of RT? > >> I have installed the RT::Authen::ExternalAuth 0.5. This creates a < >> $RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm >> I have edited that file with the correct site-specific ldap stuff. >> >> Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to >> activate the LDAP stuff? Are there any other changes needed? > > The file > $RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm is > not > part of the installation, it simply contains examples for you to paste > into your $RTHOME/etc/RT_SiteConfig.pm file. > > You can alternatively choose to put a line in your RT_SiteConfig to > "include" the example file instead of just copying the lines out of > it. > >> The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) >> are helpful to a point, but the Post-Install section (which is >> apparently the crux of the setup) is too vague for an RT newbie. > > I've just read it again and the instructions seem fairly clear. If you > can advise what is confusing to you, perhaps we can make it better. > > If you are using RT 3.8.x then I recommend using this ExternalAuth > 0.06_002 instead of 0.05 as it is a pre-release candidate for RT3.8 > compatibility. 0.05 was written before 3.8 came out and so requires > tweaking before it will work properly with 3.8 and later. > > You can get it here: > http://www.cpan.org/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.06_02.tar.gz > > -- > 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 > __________________________________________________ > > -------------------------------------------------------------------------------- > Disclaimer: Whilst every attempt has been made to ensure that > material contained in this email is free from computer viruses or > other defects, the attached files are provided, and may only be > used, on the basis that the user assumes all responsibility for use > of the material transmitted. This email is intended only for the use > of the individual or entity names above and may contain information > that is confidential and privileged. If you are not the intended > recipient, please note that any dissemination, distribution or > copying of this email is strictly prohibited. If you have received > this email in error, please notify us immediately by return email or > telephone 07 3390 8555 and destroy the original message. The > contents of this message are provided without responsibility in law > for their accuracy or otherwise, and without assumption of a duty of > care by the 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 -------------------------------------------------------------------------------- Disclaimer: Whilst every attempt has been made to ensure that material contained in this email is free from computer viruses or other defects, the attached files are provided, and may only be used, on the basis that the user assumes all responsibility for use of the material transmitted. This email is intended only for the use of the individual or entity names above and may contain information that is confidential and privileged. If you are not the intended recipient, please note that any dissemination, distribution or copying of this email is strictly prohibited. If you have received this email in error, please notify us immediately by return email or telephone 07 3390 8555 and destroy the original message. The contents of this message are provided without responsibility in law for their accuracy or otherwise, and without assumption of a duty of care by the School. -------------------------------------------------------------------------------- From falcone at bestpractical.com Wed Oct 22 20:54:36 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 22 Oct 2008 17:54:36 -0700 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <49004FE3.E927.0018.0@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49003F7C.E927.0018.0@mbc.qld.edu.au> <12A90785-1BAE-4CB9-9509-54346F047BCD@bestpractical.com> <49004FE3.E927.0018.0@mbc.qld.edu.au> Message-ID: On Oct 22, 2008, at 5:20 PM, Michael Mollard wrote: > Before I installed v .06 I 'rm-Rf /srv/www/vhosts/rt.mbc.qld.edu.au/ > local/plugins/RT-Authen-ExternalAuth', then did a full install of > the module. > But just to be certain, I removed the 2 files you mentioned, and > then did a complete re-install of the RT-Authen-ExternalAuth module. The bug was it installed into plugins AND local rather than just plugins/ > Same error in rt.log file. > Same error in browser, except different line number: > Can't call method "Disabled" on an undefined value at /srv/www/ > vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm line 971. That is new and exciting. Try turning on LogStackTraces in your config so we can see what is calling IsPassword incorrectly. -kevin >>>> Kevin Falcone 23/10/2008 9:46 am >>> > > On Oct 22, 2008, at 4:10 PM, Michael Mollard wrote: > >> Thanks for the assistance. >> I have downloaded and installed the latest version of RT-Authen- >> ExternalAuth-0.06_02, with RT 3.8.1(latest) >> I seem to have gotten a step further, but still have some issues. >> >> When I try and authenticate with an ldap account, my browser reports: >> "Can't call method "Disabled" on an undefined value at /srv/www/ >> vhosts/rt.mbc.qld.edu.au/bin/../local/lib/RT/User_Vendor.pm line >> 351, line 273." > > I assume you previously installed 0.05? > You should go delete /srv/www/vhosts/rt.mbc.qld.au/local/lib/RT/ > User_vendor.pm and RT/Authen/ExternalAuth.pm > > 0.05 had a bug where .pm files were being double installed > > 0.06_02 contains a patch for this bug > > -kevin > >> >> >> and my ./var/log/rt.log says: >> [Thu Oct 23 00:11:07 2008] [warning]: Transaction->Create couldn't, >> as you didn't specify an object type and id (/srv/www/vhosts/ >> rt.mbc.qld.edu.au/bin/../lib/RT/Record.pm:1439) >> [Thu Oct 23 00:11:07 2008] [error]: Couldn't get principal for not >> loaded object (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/ >> User_Overlay.pm:1113) >> >> It seems to be connectiong to my ldap, (which was more than it was >> doing) but fails soon after. Am I missing something? >> >> Here is my RT_Siteconfig.pm >> >> Set( $rtname, 'mbc.qld.edu.au'); >> Set($LogToSyslog , 'debug'); >> Set($LogToScreen , 'debug'); >> Set($LogToFile , 'debug'); >> Set($LogDir, 'var/log'); >> Set($LogToFileNamed , "rt.log"); #log to rt.log >> >> #Set(@Plugins,(qw(Extension::QuickDelete))); >> Set( @Plugins, qw(RT::Authen::ExternalAuth) ); >> Set($ExternalAuthPriority, [ 'My_LDAP' ] ); >> Set($ExternalInfoPriority, [ 'My_LDAP' ] ); >> Set($ExternalServiceUsesSSLorTLS, 0); >> Set($AutoCreateNonExternalUsers, 0); >> Set($ExternalSettings, { 'My_LDAP' => { >> >> 'type' => 'ldap', >> >> 'auth' => 1, >> >> 'info' => 1, >> >> 'server' => 'ldap.mbc.qld.edu.au', >> >> #'user' => 'ldaphelpdesk', >> >> #'pass' => 'rt_ldap_password', >> >> 'base' => 'ou=lab,o=mbc', >> >> 'filter' => '(objectClass=inetOrgPerson)', >> >> #'d_filter' => '(FILTER_STRING)', >> >> 'tls' => 0, >> >> 'net_ldap_args' => [ version => 3 ], >> >> 'group' => 'cn=GRP_Staff,ou=lab,o=mbc', >> >> 'group_attr' => 'groupMembership', >> >> 'attr_match_list' => [ 'Name', >> 'EmailAddress >> ', >> #'RealName >> ', >> #'WorkPhone >> ', >> #'Address2 >> ' >> ], >> >> 'attr_map' => { 'Name' => 'cn', >> 'EmailAddress >> ' => 'mail', >> 'Organization >> ' => 'l', >> 'RealName >> ' => 'cn', >> #'ExternalAuthId >> ' => 'sAMAccountName', >> #'Gecos >> ' => 'sAMAccountName', >> 'WorkPhone >> ' => 'telephoneNumber', >> 'Address1 >> ' => 'streetAddress', >> 'City >> ' => 'l', >> 'State >> ' => 'st', >> 'Zip >> ' => 'postalCode', >> 'Country >> ' => 'co' >> } >> } >> } >> ); >> 1; >> >> >> Thanks. >> Michael. >> >> >> >> >> >> >> >> Michael Mollard >> Network Administrator >> Moreton Bay College >> mollardm at mbc.qld.edu.au >> http://www.mbc.qld.edu.au >> Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 >> Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) >> >> >>>>> Mike Peachey 23/10/2008 12:43 am >>> >> Michael Mollard wrote: >>> Hi all, >>> I'm an RT newbie, so be gentle with me. >>> >>> I have setup a functioning RT system (on SLES10sp2) >> >> What version of RT? >> >>> I have installed the RT::Authen::ExternalAuth 0.5. This creates a < >>> $RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm >>> I have edited that file with the correct site-specific ldap stuff. >>> >>> Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to >>> activate the LDAP stuff? Are there any other changes needed? >> >> The file >> $RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm is >> not >> part of the installation, it simply contains examples for you to >> paste >> into your $RTHOME/etc/RT_SiteConfig.pm file. >> >> You can alternatively choose to put a line in your RT_SiteConfig to >> "include" the example file instead of just copying the lines out of >> it. >> >>> The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) >>> are helpful to a point, but the Post-Install section (which is >>> apparently the crux of the setup) is too vague for an RT newbie. >> >> I've just read it again and the instructions seem fairly clear. If >> you >> can advise what is confusing to you, perhaps we can make it better. >> >> If you are using RT 3.8.x then I recommend using this ExternalAuth >> 0.06_002 instead of 0.05 as it is a pre-release candidate for RT3.8 >> compatibility. 0.05 was written before 3.8 came out and so requires >> tweaking before it will work properly with 3.8 and later. >> >> You can get it here: >> http://www.cpan.org/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.06_02.tar.gz >> >> -- >> 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 >> __________________________________________________ >> >> -------------------------------------------------------------------------------- >> Disclaimer: Whilst every attempt has been made to ensure that >> material contained in this email is free from computer viruses or >> other defects, the attached files are provided, and may only be >> used, on the basis that the user assumes all responsibility for use >> of the material transmitted. This email is intended only for the use >> of the individual or entity names above and may contain information >> that is confidential and privileged. If you are not the intended >> recipient, please note that any dissemination, distribution or >> copying of this email is strictly prohibited. If you have received >> this email in error, please notify us immediately by return email or >> telephone 07 3390 8555 and destroy the original message. The >> contents of this message are provided without responsibility in law >> for their accuracy or otherwise, and without assumption of a duty of >> care by the 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 > > -------------------------------------------------------------------------------- > Disclaimer: Whilst every attempt has been made to ensure that > material contained in this email is free from computer viruses or > other defects, the attached files are provided, and may only be > used, on the basis that the user assumes all responsibility for use > of the material transmitted. This email is intended only for the use > of the individual or entity names above and may contain information > that is confidential and privileged. If you are not the intended > recipient, please note that any dissemination, distribution or > copying of this email is strictly prohibited. If you have received > this email in error, please notify us immediately by return email or > telephone 07 3390 8555 and destroy the original message. The > contents of this message are provided without responsibility in law > for their accuracy or otherwise, and without assumption of a duty of > care by the School. > -------------------------------------------------------------------------------- > From MollardM at mbc.qld.edu.au Thu Oct 23 00:41:25 2008 From: MollardM at mbc.qld.edu.au (Michael Mollard) Date: Thu, 23 Oct 2008 14:41:25 +1000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <48FF3C23.6040807@jennic.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> Message-ID: <49008D15.E927.0018.0@mbc.qld.edu.au> Mike, As part of my troubleshooting process, I have tried to wipe my rt installation and restart (I'm testing on a local VM, so not a big deal). I have deleted my <$RT_HOME> (/srv/www/vhosts/rt.mbc.qld.edu.au/*). Is that enough to reinstall from scratch or are there other things which should be 'tidied up'? My Reinstall Process: -installed rt3.8.1 as per instructions -make initialize-database -restarted apache2 (tested login as root/password, all works ok) -Installed RT-Authen-ExternalAuth-0.06_02 -restarted apache (left my RT_SiteConfig.pm unmodified to test 'local only' root/password again - still works fine) Modified my RT_SiteConif.pm file with : Set( @Plugins,(qw(RT::Authen::ExternalAuth))); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'ldap.mbc.qld.edu.au', #'user' => 'cn=ldaphelpdesk,ou=ldap,ou=lab,o=mbc', #'pass' => '', 'base' => 'ou=lab,o=mbc', 'filter' => '(objectClass=Person)', #'d_filter' => '(FILTER_STRING)', 'tls' => 0, 'net_ldap_args' => [ version => 3 ], 'group' => 'cn=GRP_Staff,ou=lab,o=mbc', 'group_attr' => 'groupMembership', 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'cn', 'EmailAddress' => 'mail', 'Organization' => 'l', 'RealName' => 'cn', 'ExternalAuthId' => 'cn', #'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); -restarted apache -tested root/password (which should work as a local account) I get this error in the browser: RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 73) If I go to http://rt.mbc.qld.edu.au (my default rt home), I go straight to the dashboard, already logged in as root. If I logout and try and login as a valid ldap user (bogust/bogust - see log below) I get this error in the browser: Can't call method "Disabled" on an undefined value at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm line 971. (If I go to http://rt.mbc.qld.edu.au ( http://rt.mbc.qld.edu.au/ ) (my default rt home), I get the login screen) This is my rt.log: Trace begun at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x8244f698)', 'Transaction->Create couldn\'t, as you didn\'t specify an object type and id') called at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/Record.pm line 1439 RT::Record::_NewTransaction('RT::User=HASH(0x825b74ac)', 'Type', 'Set', 'Field', 'Name', 'NewValue', 'bogust', 'OldValue', undef, 'TimeTaken', undef) called at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm line 1496 RT::User::_Set('RT::User=HASH(0x825b74ac)', 'Field', 'Name', 'Value', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 440 DBIx::SearchBuilder::Record::__ANON__('RT::User=HASH(0x825b74ac)', 'bogust') called at /srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 32 HTML::Mason::Commands::__ANON__('pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x825b7608)', 'pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp(undef, undef, 'pass', 'bogust', 'user', 'bogust') called at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/Interface/Web/Request.pm line 176 RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0x824a971c)', 'pass', 'bogust', 'user', 'bogust', 'CallbackName', 'Auth') called at /srv/www/vhosts/rt.mbc.qld.edu.au/share/html/autohandler line 253 HTML::Mason::Commands::__ANON__('pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x815f3550)', 'pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 425 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x824a971c)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x824a971c)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x80b26370)', 'Apache2::RequestRec=SCALAR(0x80fc77d4)') called at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/webmux.pl line 148 eval {...} at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/webmux.pl line 148 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x80fc77d4)') called at -e line 0 eval {...} at -e line 0 [Thu Oct 23 06:12:34 2008] [error]: Couldn't get principal for not loaded object (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm:1113) Trace begun at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT.pm line 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x8244f698)', 'Couldn\'t get principal for not loaded object') called at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm line 1113 RT::User::PrincipalObj('RT::User=HASH(0x825b74ac)') called at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm line 971 RT::User::IsPassword('RT::User=HASH(0x825b74ac)', 'bogust') called at /srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 35 HTML::Mason::Commands::__ANON__('pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x825b7608)', 'pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp(undef, undef, 'pass', 'bogust', 'user', 'bogust') called at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/Interface/Web/Request.pm line 176 RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0x824a971c)', 'pass', 'bogust', 'user', 'bogust', 'CallbackName', 'Auth') called at /srv/www/vhosts/rt.mbc.qld.edu.au/share/html/autohandler line 253 HTML::Mason::Commands::__ANON__('pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x815f3550)', 'pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'bogust', 'user', 'bogust') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 425 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x824a971c)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x824a971c)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x80b26370)', 'Apache2::RequestRec=SCALAR(0x80fc77d4)') called at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/webmux.pl line 148 eval {...} at /srv/www/vhosts/rt.mbc.qld.edu.au/bin/webmux.pl line 148 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x80fc77d4)') called at -e line 0 eval {...} at -e line 0 [Thu Oct 23 06:12:55 2008] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/srv/www/vhosts/rt.mbc.qld.edu.au/var/data/gpg). PGP support has been disabled (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/Config.pm:276) I was wondering if it is something I have done (can't figure out what that could be), or if the 'pre-release' 0.06.02 code has a bug. I really do appreciate your time on this .. Kind regards, Michael. Michael Mollard Network Administrator Moreton Bay College mollardm at mbc.qld.edu.au http://www.mbc.qld.edu.au ( http://www.mbc.qld.edu.au/ ) Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au/ ) >>> Mike Peachey 23/10/2008 12:43 am >>> Michael Mollard wrote: > Hi all, > I'm an RT newbie, so be gentle with me. > > I have setup a functioning RT system (on SLES10sp2) What version of RT? > I have installed the RT::Authen::ExternalAuth 0.5. This creates a <$RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm > I have edited that file with the correct site-specific ldap stuff. > > Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to activate the LDAP stuff? Are there any other changes needed? The file $RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm is not part of the installation, it simply contains examples for you to paste into your $RTHOME/etc/RT_SiteConfig.pm file. You can alternatively choose to put a line in your RT_SiteConfig to "include" the example file instead of just copying the lines out of it. > The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) are helpful to a point, but the Post-Install section (which is apparently the crux of the setup) is too vague for an RT newbie. I've just read it again and the instructions seem fairly clear. If you can advise what is confusing to you, perhaps we can make it better. If you are using RT 3.8.x then I recommend using this ExternalAuth 0.06_002 instead of 0.05 as it is a pre-release candidate for RT3.8 compatibility. 0.05 was written before 3.8 came out and so requires tweaking before it will work properly with 3.8 and later. You can get it here: http://www.cpan.org/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.06_02.tar.gz -- 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 __________________________________________________ -------------------------------------------------------------------------------- Disclaimer: Whilst every attempt has been made to ensure that material contained in this email is free from computer viruses or other defects, the attached files are provided, and may only be used, on the basis that the user assumes all responsibility for use of the material transmitted. This email is intended only for the use of the individual or entity names above and may contain information that is confidential and privileged. If you are not the intended recipient, please note that any dissemination, distribution or copying of this email is strictly prohibited. If you have received this email in error, please notify us immediately by return email or telephone 07 3390 8555 and destroy the original message. The contents of this message are provided without responsibility in law for their accuracy or otherwise, and without assumption of a duty of care by the School. -------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Thu Oct 23 03:37:39 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 23 Oct 2008 09:37:39 +0200 Subject: [rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow? In-Reply-To: <48FF4E9A.8070304@ccdc.cam.ac.uk> References: <48FF4C2B.6070108@ultra-secure.de> <48FF4E9A.8070304@ccdc.cam.ac.uk> Message-ID: <490029C3.1060701@ultra-secure.de> Toby Darling schrieb: > Hi Rainer > > >> one thing that new users esp. seem to be missing is the possibility to >> display the name of the requestor on the screen where you compose the mail. >> Sometimes, our staff creates tickets on customer's behalf, sometimes not. >> So, you've got to watch when you type a "reply" and when it's just a >> "comment". >> > > I don't know which version of RT you're using, but with 3.6.1 I've done > this. Using your local copy of .../html/Ticket/Update.html add > > %# If we're replying, show who the requestors are. > % if ( ! $ARGS{'UpdateType'} && $ResponseDefault ) { > <% $TicketObj->RequestorAddresses() %> > % } > > after the '' of the $CanComment/$CanRespond block. > > There's a drawback - it's not dynamic, if they change the Reply type to > Correspond, the requestors are still listed, and if they start as > Comment and change it to Reply, they're not listed. > OK, thanks a lot. I use 3.8.1 and will look into how this can be applied to it. The helpdesk came-up with another ticketing-system ("Support Trio"), which barely passes as "useful" next to RT3 - but that is its only notable feature. It displays the name of the requestor in the top right corner of the reply/comment page... Cheers, Rainer From mike.peachey at jennic.com Thu Oct 23 04:27:48 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 23 Oct 2008 09:27:48 +0100 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <49008D15.E927.0018.0@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49008D15.E927.0018.0@mbc.qld.edu.au> Message-ID: <49003584.3000501@jennic.com> Michael Mollard wrote: > I'm sorry I'm not concentrating on replies at the moment, but I'm trying to recover from being hit from behind at about 50mph on my way home from work on Monday. One thing I can tell you is this: You *M*U*S*T* specify a d_filter! When I get a chance I will try to update the wiki to make this more clear, but I cannot state it clearly enough, if you don't specify a d_filter, ExternalAuth will probably not work at 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 mike.peachey at jennic.com Thu Oct 23 04:28:28 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 23 Oct 2008 09:28:28 +0100 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <49006BC6.E927.0018.0@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au> Message-ID: <490035AC.90507@jennic.com> Michael Mollard wrote: > Mike, > RE: the wiki 'PostInstall' > although I have progressed slightly, I think I didn't realise that I needed to put > Set( @Plugins,(qw(RT::Authen::ExternalAuth))); I will add this when I can, this was not required for 3.6 installs. -- 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 linuxmanju at yahoo.com Thu Oct 23 04:42:20 2008 From: linuxmanju at yahoo.com (Manjunath K.P) Date: Thu, 23 Oct 2008 01:42:20 -0700 (PDT) Subject: [rt-users] Transaction custom field Message-ID: <541150.1489.qm@web38106.mail.mud.yahoo.com> Hi All, I have Ubuntu 6.06 with RT 3.4.5 running on postgres. I recently added a Ticket transaction custom field "Assisted By" Applicable Globally and And the type is Select 1 Value. I have two questions on this regards. 1) How can I make it appear on the tickets-->Query Builder as well as Display Columns so that I can search and see it on the reports 2) If I make the CF applicable to Tickets (Instead of Ticket Transactions) It appears in Query Builder as well as Display Columns, However it wont be available while resolving the calls. I am no perl Guru and dont know how to modify a script. Would appreciate your help/Workaround on the same. Thanks and Regards, Manjunath From HelmuthRamirez at compupay.com Thu Oct 23 07:31:14 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 23 Oct 2008 07:31:14 -0400 Subject: [rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow? Message-ID: <7314881427FC8A4081673E8CEEA792490B70D619@EXMIAMI01.compupay.com> Rainer, The requestor shows up on the Reply screen at the bottom (this message will be sent to). I know it doesn't show up on the comments screen, but if they're commenting in the ticket, which never makes it to the requestor do they 'need' to know the requestor's name? :) Just a thought. ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: Toby Darling Cc: RT Users Sent: Thu Oct 23 02:37:39 2008 Subject: Re: [rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow? Toby Darling schrieb: > Hi Rainer > > >> one thing that new users esp. seem to be missing is the possibility to >> display the name of the requestor on the screen where you compose the mail. >> Sometimes, our staff creates tickets on customer's behalf, sometimes not. >> So, you've got to watch when you type a "reply" and when it's just a >> "comment". >> > > I don't know which version of RT you're using, but with 3.6.1 I've done > this. Using your local copy of .../html/Ticket/Update.html add > > %# If we're replying, show who the requestors are. > % if ( ! $ARGS{'UpdateType'} && $ResponseDefault ) { > <% $TicketObj->RequestorAddresses() %> > % } > > after the '' of the $CanComment/$CanRespond block. > > There's a drawback - it's not dynamic, if they change the Reply type to > Correspond, the requestors are still listed, and if they start as > Comment and change it to Reply, they're not listed. > OK, thanks a lot. I use 3.8.1 and will look into how this can be applied to it. The helpdesk came-up with another ticketing-system ("Support Trio"), which barely passes as "useful" next to RT3 - but that is its only notable feature. It displays the name of the requestor in the top right corner of the reply/comment page... Cheers, Rainer _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Thu Oct 23 07:29:59 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 23 Oct 2008 12:29:59 +0100 Subject: [rt-users] Stale data in CachedGroupMembers Message-ID: <7E9D6C6D-4940-4452-9DD5-583E099B5552@sanger.ac.uk> Hi folks, I've got a problem with my RT 3.4.4 instance (yes, I know, I really am planning to upgrade soon). New tickets entering our main entrypoint queue are not emailing the right Queue AdminCc people. When I started poking around in the database to work out why, I discovered that the CachedGroupMembers table has incorrect data for the Queue AdminCc group role for the queue in question. Quite apart from wondering how it got like that, what's the correct procedure for fixing the data? If I delete the rows for that particular GroupId from that table, will it be updated the next time something in RT needs to know about that group? 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 pawel.dlugosz at gtsenergis.pl Thu Oct 23 09:08:29 2008 From: pawel.dlugosz at gtsenergis.pl (Pawel Dlugosz) Date: Thu, 23 Oct 2008 15:08:29 +0200 Subject: [rt-users] RT 3.8.1 successful install but fail to login Message-ID: <4900774D.2090901@gtsenergis.pl> Hello, I've searched for the answer in wiki, google and archives of this list. Unfortunately couldn't find any :/ I resolved all dependencies successfully, I'm getting the login screen and all but when I try to login for the first time with default credentials (root/password) I get the error message: "user or password incorrect". There is only one error line in the log: [error]: FAILED LOGIN for root from x.x.x.x (/opt/rt3/share/html/autohandler:265) How can I increase debug output so I could tell where to look for clues? TIA. RT 3.8.1 -- Pawel Dlugosz From chenga at ias.edu Thu Oct 23 09:24:05 2008 From: chenga at ias.edu (Alan Cheng) Date: Thu, 23 Oct 2008 09:24:05 -0400 Subject: [rt-users] RT 3.8.1 successful install but fail to login References: <4900774D.2090901@gtsenergis.pl> Message-ID: <9E9636B2F6649243B154AB4E53BD530005607443@hecto.itg.ias.edu> Did you do a "make initialize-database" after your RT installation? It's possible the RT database still doesn't exist yet. Alan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Pawel Dlugosz Sent: Thu 10/23/2008 9:08 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8.1 successful install but fail to login Hello, I've searched for the answer in wiki, google and archives of this list. Unfortunately couldn't find any :/ I resolved all dependencies successfully, I'm getting the login screen and all but when I try to login for the first time with default credentials (root/password) I get the error message: "user or password incorrect". There is only one error line in the log: [error]: FAILED LOGIN for root from x.x.x.x (/opt/rt3/share/html/autohandler:265) How can I increase debug output so I could tell where to look for clues? TIA. RT 3.8.1 -- Pawel Dlugosz _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 pawel.dlugosz at gtsenergis.pl Thu Oct 23 09:29:31 2008 From: pawel.dlugosz at gtsenergis.pl (Pawel Dlugosz) Date: Thu, 23 Oct 2008 15:29:31 +0200 Subject: [rt-users] RT 3.8.1 successful install but fail to login In-Reply-To: <9E9636B2F6649243B154AB4E53BD530005607443@hecto.itg.ias.edu> References: <4900774D.2090901@gtsenergis.pl> <9E9636B2F6649243B154AB4E53BD530005607443@hecto.itg.ias.edu> Message-ID: <49007C3B.1050505@gtsenergis.pl> Alan Cheng pisze: > Did you do a "make initialize-database" after your RT installation? It's possible the RT database still doesn't exist yet. Yes, I did that. Database exists and has the user attached to it (rt_user). -- Pawel Dlugosz From pawel.dlugosz at gtsenergis.pl Thu Oct 23 10:00:12 2008 From: pawel.dlugosz at gtsenergis.pl (Pawel Dlugosz) Date: Thu, 23 Oct 2008 16:00:12 +0200 Subject: [rt-users] RT 3.8.1 successful install but fail to login In-Reply-To: <9E9636B2F6649243B154AB4E53BD530005607443@hecto.itg.ias.edu> References: <4900774D.2090901@gtsenergis.pl> <9E9636B2F6649243B154AB4E53BD530005607443@hecto.itg.ias.edu> Message-ID: <4900836C.8010904@gtsenergis.pl> Alan Cheng pisze: > Did you do a "make initialize-database" after your RT installation? It's possible the RT database still doesn't exist yet. I've just noticed Users table in database was empty. Strange. make dropdb && make initialize-database And it finally works fine. Thanks and sorry for the mess. -- Pawel Dlugosz From barnesaw at ucrwcu.rwc.uc.edu Thu Oct 23 10:33:14 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 23 Oct 2008 10:33:14 -0400 Subject: [rt-users] Version 3.8.1 upgrade - UPGRADING.mysql file clarification In-Reply-To: <48FF6A0C.8000406@theherrs.net> References: <48FF6A0C.8000406@theherrs.net> Message-ID: <49008B2A.1070605@ucrwcu.rwc.uc.edu> Yup. Todd Herr wrote: > Hello. > > I'm still in the planning stages of an upgrade from 3.6.0, with MySQL > 5.0.22, to 3.8.1, and I'm a bit confused by contents of the > UPGRADING.mysql file. > > The file includes the line: > > If you're upgrading RT from versions prior to 3.8.0 then you MUST follow > instructions below. > > but those instructions all seem to speak to an upgrade of MySQL from 4.0 > to 4.1, and I'm already running MySQL 5.0.22: > > > 1) Backup RT database. It's really good to test that you can restore from > this backup. > > 2) Follow instructions in the README file to the step 7). > > 3) Apply changes described in the seven step, but only up to version 3.8.0. > > 4) Apply mysql 4.0->4.1 schema changes. RT tarball has script > etc/upgrade/schema.mysql-4.0-4.1.pl that generates SQL queries to > upgrade schema > of > the DB. Run it: > > perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries > > 5) Check sanity of sql queries yourself or consult with your DBA > > 6) Apply queries. Note that this step can take a while. May require > additional > space on your hard drive comparable with size of your tables. > > mysql -u root -p rt3 < sql.queries > > > So, my question is, do I have to follow the instructions in the > UPGRADING.mysql file, given that I'm already running MySQL 5.0.22? > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Thu Oct 23 10:35:00 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 23 Oct 2008 10:35:00 -0400 Subject: [rt-users] preventing correspondance for some queues In-Reply-To: <20081023000112.1549023C0F4@diesel.bestpractical.com> References: <20081023000112.1549023C0F4@diesel.bestpractical.com> Message-ID: <49008B94.10909@ucrwcu.rwc.uc.edu> Depending on RT version, Dirk Pape's deactivate-scrip patch may work for you. http://page.mi.fu-berlin.de/pape/rt3/patches/rt/ mcr at simtone.net wrote: > I have some queues that I have created that will get tickets opened > to deal with. I am pointing cron and other daemons' warnings > at these queues. I don't want any response. > > This action is stock scrip#27. > It appears that the only way to disable this for the 2 queues > involves is to remove it for all queues, and then add it to all other > queues. > > Or is there another way? > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From emhnemhn at gmail.com Thu Oct 23 10:45:49 2008 From: emhnemhn at gmail.com (Ernesto Hernandez-Novich) Date: Thu, 23 Oct 2008 10:15:49 -0430 Subject: [rt-users] Find out the original queue for a ticket that has been moved Message-ID: <1224773149.2655.8.camel@trillian.ius.cc> 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? -- 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 todd at theherrs.net Thu Oct 23 10:51:25 2008 From: todd at theherrs.net (Todd Herr) Date: Thu, 23 Oct 2008 10:51:25 -0400 Subject: [rt-users] Version 3.8.1 upgrade - UPGRADING.mysql file clarification In-Reply-To: <49008B2A.1070605@ucrwcu.rwc.uc.edu> References: <48FF6A0C.8000406@theherrs.net> <49008B2A.1070605@ucrwcu.rwc.uc.edu> Message-ID: <49008F6D.4060405@theherrs.net> I'll confess to still not quite being able to parse steps 2 and 3 in the UPGRADING.mysql file; "Follow instructions in the README file to the step 7); Apply changes described in the seven step, but only up to version 3.8.0." Here's step 7 from README: As a user with permission to install RT in your chosen installation directory, type: make upgrade This will install new binaries, config files and libraries without overwriting your RT database. Update etc/RT_SiteConfig.pm in your RT installation directory. You'll need to add any new values you need to change from the defaults in etc/RT_Config.pm You may also need to update RT's database. You can do this with the rt-setup-database tool. Replace root with the name of the dba user on your database (root is the default for MySQL). You will be prompted for your previous version of RT (such as 3.6.4) so that we can calculate which database updates to apply You should back up your database before running this command. /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Clear mason cache dir: rm -fr /opt/rt3/var/mason_data/obj Stop and start web-server. So, to clarify then... untar distro ./configure -blahblahblah make testdeps make fixdeps (lather, rinse, repeat as necessary) backup database make upgrade perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries mysql -u root -p rt3 < sql.queries /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Is that the right sequence of steps, or does make upgrade come after the schema upgrades? Drew Barnes wrote: > Yup. > > Todd Herr wrote: >> Hello. >> >> I'm still in the planning stages of an upgrade from 3.6.0, with MySQL >> 5.0.22, to 3.8.1, and I'm a bit confused by contents of the >> UPGRADING.mysql file. >> >> The file includes the line: >> >> If you're upgrading RT from versions prior to 3.8.0 then you MUST follow >> instructions below. >> >> but those instructions all seem to speak to an upgrade of MySQL from >> 4.0 to 4.1, and I'm already running MySQL 5.0.22: >> >> >> 1) Backup RT database. It's really good to test that you can restore from >> this backup. >> >> 2) Follow instructions in the README file to the step 7). >> >> 3) Apply changes described in the seven step, but only up to version >> 3.8.0. >> >> 4) Apply mysql 4.0->4.1 schema changes. RT tarball has script >> etc/upgrade/schema.mysql-4.0-4.1.pl that generates SQL queries to >> upgrade schema >> of >> the DB. Run it: >> >> perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries >> >> 5) Check sanity of sql queries yourself or consult with your DBA >> >> 6) Apply queries. Note that this step can take a while. May require >> additional >> space on your hard drive comparable with size of your tables. >> >> mysql -u root -p rt3 < sql.queries >> >> >> So, my question is, do I have to follow the instructions in the >> UPGRADING.mysql file, given that I'm already running MySQL 5.0.22? >> >> > -- Todd Herr 703.220.4153 From barnesaw at ucrwcu.rwc.uc.edu Thu Oct 23 11:04:42 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 23 Oct 2008 11:04:42 -0400 Subject: [rt-users] Add search to RT System's saved searches In-Reply-To: <89237c480810211308s4eb9f3denf2925e3c46cfc598@mail.gmail.com> References: <89237c480810171356t5db8eac4v6e99cea3a77a1db8@mail.gmail.com> <48FA2EA2.8020306@uwaterloo.ca> <89237c480810211308s4eb9f3denf2925e3c46cfc598@mail.gmail.com> Message-ID: <4900928A.9070205@ucrwcu.rwc.uc.edu> We use groups to manage users and tend to use saved group searches rather than system searches. Not sure if that would work better for you in your setup though. Ben Goodwin wrote: > Under Global -> Group Rights -> Privileged: > > CreateSavedSearch > EditSavedSearches > LoadSavedSearch > ShowSavedSearches > > Thanks! > > -=| Ben > > On Sat, Oct 18, 2008 at 2:44 PM, Jeff Voskamp > wrote: > > Ben Goodwin wrote: > > Mathew, > > I was searching for an answer to this and ran across this > post. I thought I'd chime in and say, "me too!" with a couple > more details. > > I'm running a new install of 3.8.1. > I created a saved search and saved it to the > RT System's searches and expected to be able to see it on all > other accounts. I can't even find load is as a > previously-saved search. It also doesn't show up under > Global/Rt at a glance as an option. > > > Have you had any further insights into the problem? > > Regards, > > -=| Ben > > What are people's permissions with regard to CreateSavedSearch, > EditSavedSearches, LoadSavedSearch, and ShowSavedSearches? > You can probably find them under > Configuration->Global->GroupRights or use the RightsMatrix extension. > Joe Average needs at least ShowSavedSearches and LoadSavedSearch > to be able to use the RT System's searches. > > Jeff > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From josephc at sendwordnow.com Thu Oct 23 14:03:17 2008 From: josephc at sendwordnow.com (jacharbonneau) Date: Thu, 23 Oct 2008 11:03:17 -0700 (PDT) Subject: [rt-users] outside email Message-ID: <19923396.post@talk.nabble.com> Wondering how to have anyone send an email to a certain mailbox in our company's email that is associated with a queue in fetchmail. I have created the queue and the mailbox and email address but i can only send from email accounts that i have put into users on rt. is there a way so that anyone can send an email to the mailbox with out getting denied and without having to manually put the person's out side email address in rt and associate it with a queue. -- View this message in context: http://www.nabble.com/outside-email-tp19923396p19923396.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From KFCrocker at lbl.gov Thu Oct 23 16:05:56 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 23 Oct 2008 13:05:56 -0700 Subject: [rt-users] Stale data in CachedGroupMembers In-Reply-To: <7E9D6C6D-4940-4452-9DD5-583E099B5552@sanger.ac.uk> References: <7E9D6C6D-4940-4452-9DD5-583E099B5552@sanger.ac.uk> Message-ID: <4900D924.7070800@lbl.gov> Tim, Do NOT delete those rows. The USERS, GROUPS, GROUPMEMBERS, CACHEDGROUPMEMBERS may have realtionships with PRINCIPALS, ACL, ATTACHEMENTS (IF there are any attachments sent via email by any of them), ATTRIBUTES (If they have any saved searches), and, of course, TICKETS. I found this out the HARD way. I had a bunch of unprivileged Users I wanted to get rid of and didn't fully understand those possible relationships. Now, I check ALL those tables for relationships before I start blowing them away. First, I would find the UserID for the User that was supposed to be the AdminCC of the Queue. Using that UserID, I would run an SQL select against the GROUPS table like this: Select * from GROUPS where TYPE = 'UserEquiv' and INSTANCE = 116; Where INSTANCE is the UserID. You will see 2 IDs. RT always creates a "UserEquiv" Id for every user. That's why when you add a new user, the IDs always getr bumped by 2 numbers. The UserEquive Id is used by RT for various memberships. Then look at the GROUPMEMBERS Table: Select * from GROUPMEMBERS where MEMBERID in (116, 117); AND select * from PRINCIPALS where OBJECTID in (116, 117); AND Select * from ACL where PRINCIPALID in (116, 117); AND select * from CACHEDGROUPMEMBERS where MEMBERID in (116, 117); If I were to remove ANY row from any of these tables without maintaining the corresponding relationship with the others, it could be disasterous. Then, I look for any ticket relationships: select * from GROUPS; Here you will see how RT maintains some of these relationships. Notice how the "DOMAIN" field shows these relationships. For example if the domain shows "RT::Ticket-Role", then you can be sure that the INSTANCE field is showing the ticket number that has a relationship with the UserID. That's just one example. If you were to removean ID that had a relationship with a ticket, then that ticket would be pointing to an ID that no longer exists. Not good. Not knowing exactly what your database looks like or what IDs are missing and what AdminCc's are missing in action, I can't tell you exactly what to do. It could all be resolved by just going to the queue with the problem and making sure that the Group Rights for that Queue has rights associated with the various roles. The main thing I wanted to stress was that "fooling around with mother nature" can be a very dangerous thing to do. I would try asking Ruslan or one of the RT DataBase Guru's about what to do. Hope this helped. Kenn LBNL On 10/23/2008 4:29 AM, Tim Cutts wrote: > Hi folks, > > I've got a problem with my RT 3.4.4 instance (yes, I know, I really am > planning to upgrade soon). New tickets entering our main entrypoint > queue are not emailing the right Queue AdminCc people. When I started > poking around in the database to work out why, I discovered that the > CachedGroupMembers table has incorrect data for the Queue AdminCc > group role for the queue in question. Quite apart from wondering how > it got like that, what's the correct procedure for fixing the data? > > If I delete the rows for that particular GroupId from that table, will > it be updated the next time something in RT needs to know about that > group? > > Thanks, > > Tim > > From mcaraballo at mcgarrybowen.com Thu Oct 23 16:05:00 2008 From: mcaraballo at mcgarrybowen.com (Michael Caraballo) Date: Thu, 23 Oct 2008 16:05:00 -0400 Subject: [rt-users] How to determine your RT version Message-ID: An HTML attachment was scrubbed... URL: From jmccoy at ggu.edu Thu Oct 23 18:15:23 2008 From: jmccoy at ggu.edu (John McCoy) Date: Thu, 23 Oct 2008 15:15:23 -0700 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <490035AC.90507@jennic.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> Message-ID: <4900F77B.4040009@ggu.edu> So I have just gotten this working with RHEL5, RT-3.8.1, ExternalAuth-0.06_02 and eDIR. A few things i had to hack: /opt/rt3/local/lib/RT/User_Vendor.pm Change line 1050 from: $msg = $ldap->bind($ldap_user, password => $ldap_pass); to: $msg = $ldap->bind($ldap_user, ); #This fixed the Novell null password idiocy I also had to import or eDIR CA (not sure this is really needed) certutil -A -d /etc/pki/nssdb -n "root ca cert" -t "CT,C,C" -i ~/eDirCACert.pem My Netware Admin exported this for me from Console1; Security --> Organizational CA Modify /etc/openldap/ldap.conf to use the CA too [root at tickets-dev:~]# cat /etc/openldap/ldap.conf # # LDAP Defaults # # See ldap.conf(5) for details # This file should be world readable but not world writable. #BASE dc=example, dc=com #URI ldap://ldap.example.com ldap://ldap-master.example.com:666 #SIZELIMIT 12 #TIMELIMIT 15 #DEREF never TLS_CACERT /etc/pki/tls/certs/eDirCACert.pem # Self signed server cert (nothing to do with eDir) TLS_CERT /etc/pki/tls/certs/server.crt TLS_KEY /etc/pki/tls/private/server.key I had to use the short name of the eDir server as its Certificate was not FQDN (stupid!) I also did not define d_filter but plan too just my Netware Admin is in training. 'base' => 'o=ggu', 'filter' => '(objectClass=Person)', 'd_filter' => '', 'tls' => 1, Hope this is useful for anybody trying to get this to work with eDir. Mike Peachey wrote: > Michael Mollard wrote: > >> Mike, >> RE: the wiki 'PostInstall' >> although I have progressed slightly, I think I didn't realise that I needed to put >> Set( @Plugins,(qw(RT::Authen::ExternalAuth))); >> > > I will add this when I can, this was not required for 3.6 installs. > > -- ************************************* John McCoy, Jr Sr. Systems and Network Administrator Enterprise Technology Services Golden Gate University ************************************* -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ian.Goodacre at xtra.co.nz Thu Oct 23 16:53:15 2008 From: Ian.Goodacre at xtra.co.nz (Ian Goodacre) Date: Fri, 24 Oct 2008 09:53:15 +1300 Subject: [rt-users] How to update email address on RT Wiki? Message-ID: <4900E43B.6070008@xtra.co.nz> My email address has changed but I can't find where to update my user account information on the RT Wiki. Can anyone point me in the right direction?? Thanks, Ian Goodacre From dazman at stickk.com Thu Oct 23 18:44:16 2008 From: dazman at stickk.com (Darren Azman) Date: Thu, 23 Oct 2008 18:44:16 -0400 Subject: [rt-users] Requestors recieving blank email after replying References: <00b801c933c7$d22bbcc0$76833640$@com> <589c94400810212056pa6b851cgea047115c62524ef@mail.gmail.com> <001001c93403$37de1fa0$a79a5ee0$@com> <589c94400810212347y4bddbc48kf8e72f4dcc14a920@mail.gmail.com> Message-ID: <007b01c93560$e1573090$a40591b0$@com> I still haven't gotten any response for this. Can anyone help? I would greatly appreciate it. Thanks! -----Original Message----- From: Darren Azman [mailto:dazman at stickk.com] Sent: Wednesday, October 22, 2008 10:35 AM To: 'Ruslan Zakirov' Cc: 'rt-users at lists.bestpractical.com' Subject: RE: [rt-users] Requestors recieving blank email after replying Using mysql Darren Azman Director of Business Development stickK.com, LLC tel: (866) 5-stickK ex.106 fax: (347) 584-1818 -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, October 22, 2008 2:48 AM To: Darren Azman Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Requestors recieving blank email after replying Are you using Oracle DB? On Wed, Oct 22, 2008 at 9:01 AM, Darren Azman wrote: > Thanks for the response. > > Blank emails means that as soon as the user sends a response to our email, the user gets an auto-reply that has the same subject but a blank body other than the previous correspondence. It's just an unnecessary email the user receives each time they reply. > > I'm not sure what you mean by the "NotifyActor" option. > > Any additional thoughts? Thanks. > > Darren Azman > Director of Business Development > stickK.com, LLC > tel: (866) 5-stickK ex.106 > fax: (347) 584-1818 > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Tuesday, October 21, 2008 11:57 PM > To: Darren Azman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Requestors recieving blank email after replying > > On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman wrote: >> Hi, >> >> >> >> We are having some trouble with using RT. Here is what is happening: >> >> >> >> 1. Customer sends in email >> >> 2. Customer receives auto-reply from us >> >> 3. We reply to customer >> >> 4. Customer replies to our email >> >> 5. Immediately after customer replies to our email, they receive a blank >> email from us with previous correspondence > > I don't understand what is "a blank email with previous > correspondence". Can you describe it more? > >> There are 6 scrips we use (3 global and 3 queue specific) > > As I understand requestor is not an AdminCc of a queue or ticket, so > most of scrips can be eliminated from the picture: > >> Scrip 3 >> >> Condition: On Correspond >> Action: Open Tickets >> Template: Global template: Blank >> Stage: TransactionCreate >> >> Scrip 5 >> >> Condition: On Create >> Action: Autoreply to Requestors >> Template: Auto Reply >> Stage: TransactionCreate >> >> Scrip 6 >> >> Condition: On Correspond >> Action: Notify Requestors >> Template: Correspondence >> Stage: TransactionCreate > > If NotifyActor option is set to true then requestor is notified with > his own email back. > >> Please let me know if more info. is necessary. >> >> >> >> Thanks!!! >> >> >> >> >> >> Darren Azman >> >> Director of Business Development >> >> stickK.com, LLC >> >> tel: (866) 5-stickK ex.106 >> >> fax: (347) 584-1818 >> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 eli at gmnameplate.com Thu Oct 23 19:45:29 2008 From: eli at gmnameplate.com (Eli Altman) Date: Thu, 23 Oct 2008 16:45:29 -0700 Subject: [rt-users] How to update email address on RT Wiki? In-Reply-To: <4900E43B.6070008@xtra.co.nz> References: <4900E43B.6070008@xtra.co.nz> Message-ID: If you are not using LDAP or any other database for authentication, Configuration->Users->Find all users whose 'UserId' matches 'youruser' Elias -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ian Goodacre Sent: Thursday, October 23, 2008 1:53 PM To: rt-users at bestpractical.com Subject: [rt-users] How to update email address on RT Wiki? My email address has changed but I can't find where to update my user account information on the RT Wiki. Can anyone point me in the right direction?? Thanks, Ian Goodacre _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From eli at gmnameplate.com Thu Oct 23 19:52:16 2008 From: eli at gmnameplate.com (Eli Altman) Date: Thu, 23 Oct 2008 16:52:16 -0700 Subject: [rt-users] How to determine your RT version In-Reply-To: References: Message-ID: It should be displaying itself at the bottom of each page. If not, I found $VERSION being set in rt3/lib/RT.pm. Elias From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Caraballo Sent: Thursday, October 23, 2008 1:05 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to determine your RT version Does anyone know how I may determine what version of RT one has installed? I did this a while back and I want to upgrade yet I have don't know what version I currently have installed. --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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From eli at gmnameplate.com Thu Oct 23 20:00:58 2008 From: eli at gmnameplate.com (Eli Altman) Date: Thu, 23 Oct 2008 17:00:58 -0700 Subject: [rt-users] outside email In-Reply-To: <19923396.post@talk.nabble.com> References: <19923396.post@talk.nabble.com> Message-ID: What message/error are you getting, exactly? Have you set the CreateTicket and ReplyToTicket for Everyone? Elias -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jacharbonneau Sent: Thursday, October 23, 2008 11:03 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] outside email Wondering how to have anyone send an email to a certain mailbox in our company's email that is associated with a queue in fetchmail. I have created the queue and the mailbox and email address but i can only send from email accounts that i have put into users on rt. is there a way so that anyone can send an email to the mailbox with out getting denied and without having to manually put the person's out side email address in rt and associate it with a queue. -- View this message in context: http://www.nabble.com/outside-email-tp19923396p19923396.html Sent from the Request Tracker - User mailing list archive at Nabble.com. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From eli at gmnameplate.com Thu Oct 23 20:06:29 2008 From: eli at gmnameplate.com (Eli Altman) Date: Thu, 23 Oct 2008 17:06:29 -0700 Subject: [rt-users] How to update email address on RT Wiki? In-Reply-To: <49011044.3020205@xtra.co.nz> References: <4900E43B.6070008@xtra.co.nz> <49011044.3020205@xtra.co.nz> Message-ID: got it ') I was almost hoping I misunderstood you.. though that question is asked from time to time. -----Original Message----- From: Ian Goodacre [mailto:Ian.Goodacre at xtra.co.nz] Sent: Thursday, October 23, 2008 5:01 PM To: Eli Altman Subject: Re: [rt-users] How to update email address on RT Wiki? Hi Elias, Thanks for responding. I need to clarify that I am referring to the RT Wiki run by Best Practical (http://wiki.bestpractical.com/), not an RT instance that I am running. So I don't know how they keep user details and don't have administrative access. I just want to update their records with my new email address. Regards, Ian Eli Altman wrote: > If you are not using LDAP or any other database for authentication, > Configuration->Users->Find all users whose 'UserId' matches 'youruser' > > Elias > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ian Goodacre > Sent: Thursday, October 23, 2008 1:53 PM > To: rt-users at bestpractical.com > Subject: [rt-users] How to update email address on RT Wiki? > > My email address has changed but I can't find where to update my user > account information on the RT Wiki. > > Can anyone point me in the right direction?? > > Thanks, > Ian Goodacre > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From gordon at cryologic.com Thu Oct 23 20:06:18 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 24 Oct 2008 11:06:18 +1100 Subject: [rt-users] Requestors recieving blank email after replying In-Reply-To: <007b01c93560$e1573090$a40591b0$@com> References: <00b801c933c7$d22bbcc0$76833640$@com> <589c94400810212056pa6b851cgea047115c62524ef@mail.gmail.com> <001001c93403$37de1fa0$a79a5ee0$@com> <589c94400810212347y4bddbc48kf8e72f4dcc14a920@mail.gmail.com> <007b01c93560$e1573090$a40591b0$@com> Message-ID: <4901117A.6090302@cryologic.com> >> I'm not sure what you mean by the "NotifyActor" option. In your RT_SiteConfig.pm Gordon From stefan.lejeune at gmail.com Fri Oct 24 05:04:05 2008 From: stefan.lejeune at gmail.com (Stefan Le Jeune) Date: Fri, 24 Oct 2008 11:04:05 +0200 Subject: [rt-users] Condition scrip Message-ID: <7fd8e62a0810240204g5df46d37i47d93c1aada3cf80@mail.gmail.com> Hi, Using RT 3.6.7. I want to initiate a ticket and send a standard email out with an attachment that will be different each time. My thinking was as follows: Users creates new ticket in queue with a subject. Selects ticket and changes the requester to the person who will get the email. Selects a reply on the ticket and attaches the document. Now, instead of typing out the same email body every time or copying and pasting from an old one, I would like to use the scrips and templates to do that. I would think I need to put a condition to only send the template when the status is changing from New to Open. As there could be further correspondence later I don't want the standard template to go out after the initial email. Can anyone help out with this? Point me in the right direction to write user-conditions. Or maybe there is a better way to do this? Thanks, Stefan From josephc at sendwordnow.com Fri Oct 24 06:54:38 2008 From: josephc at sendwordnow.com (jacharbonneau) Date: Fri, 24 Oct 2008 03:54:38 -0700 (PDT) Subject: [rt-users] outside email In-Reply-To: References: <19923396.post@talk.nabble.com> Message-ID: <20148015.post@talk.nabble.com> No permission to create tickets in the queue 'Partners' i have the everyone group set to create and reply tickets and i also have unprivlidged now and it still gives me this error. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- > View this message in context: > http://www.nabble.com/outside-email-tp19923396p19923396.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 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/outside-email-tp19923396p20148015.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rfh at vialtus.com Fri Oct 24 06:57:20 2008 From: rfh at vialtus.com (Roy El-Hames) Date: Fri, 24 Oct 2008 11:57:20 +0100 Subject: [rt-users] How to determine your RT version In-Reply-To: References: Message-ID: <4901AA10.6010700@vialtus.com> Also from the web interface, click Configuration/Tools/System Configuration .. very useful page Roy Eli Altman wrote: > It should be displaying itself at the bottom of each page. If not, I found $VERSION being set in rt3/lib/RT.pm. > > Elias > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Caraballo > Sent: Thursday, October 23, 2008 1:05 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] How to determine your RT version > > > Does anyone know how I may determine what version of RT one has installed? > > I did this a while back and I want to upgrade yet I have don't know what > version I currently have installed. > > --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 From dorotheamuecke at googlemail.com Fri Oct 24 07:45:42 2008 From: dorotheamuecke at googlemail.com (Dorothea Muecke-Herzberg) Date: Fri, 24 Oct 2008 12:45:42 +0100 Subject: [rt-users] prevent AdminCC to get emails twice with NotifyActor=1 In-Reply-To: References: <48FCDEE2.2010501@lbl.gov> Message-ID: Thank you for your responses. I also understood that NotifyActor is to prevent people getting copies of their own updates. So, after some digging, I went and changed Notify.pm to handle duplicate emails and it seems to be working fine (sorry, it's longwinded, but my perl is rudimentary). It checks whether creator is already in the AdminCc, Cc or Requestors email addresses and also whether there are duplicates between AdminCc&Cc, AdminCc&Requestor and Cc&Requestor: my @adminscc = $self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses; my @ceecees = $self->TicketObj->Cc->MemberEmailAddresses; my @requestees = $self->TicketObj->Requestors->MemberEmailAddresses; ## based on creator my $in_admincc = 0; foreach my $admin_address ( @adminscc ) { $in_admincc = 1 if ( lc($creator) eq lc($admin_address) ); } my $in_cc = 0; foreach my $cc_address ( @ceecees ) { $in_cc = 1 if ( lc($creator) eq lc($cc_address) ); } ## based on requestor and AdminCC (most common case) foreach my $to_address ( @requestees ) { foreach my $admin_address ( @adminscc ) { if ( lc($to_address) eq lc($admin_address) ) { $RT::Logger->info( "BeforeDuplicate address in Requestors and AdminCC $to_address"); @{ $self->{'To'} } = @To = grep ( lc $_ ne lc $to_address, @To ); @{ $self->{'Cc'} } = @Cc; @{ $self->{'Bcc'} } = @Bcc; $RT::Logger->info( "After Duplicate address in Requestors and AdminCC - $to_address removed from list: '@{$self->{'To'}}'"); } } } ## based on requestor and CC foreach my $to_address ( @requestees ) { foreach my $cc_address ( @ceecees ) { if ( lc($to_address) eq lc($cc_address) ) { @{ $self->{'To'} } = @To = grep ( lc $_ ne lc $to_address, @To ); @{ $self->{'Cc'} } = @Cc; @{ $self->{'Bcc'} } = @Bcc; $RT::Logger->info( "Duplicate address in Requestors and CC - $to_address removed from list: '@{$self->{'To'}}'"); } } } ## based on Cc and AdminCc foreach my $cc_address ( @ceecees ) { foreach my $admin_address ( @adminscc ) { if ( lc($cc_address) eq lc($admin_address) ) { @{ $self->{'To'} } = @To; @{ $self->{'Cc'} } = @Cc = grep ( lc $_ ne lc $cc_address, @Cc ); @{ $self->{'Bcc'} } = @Bcc; $RT::Logger->info( "Duplicate address in CC and AdminCC - $cc_address removed from list: '@{ $self->{'Cc'} }'"); } } } ## Now handle duplicates based on creator: if ( $RT::NotifyActor ) { # if creator not in AdminCC or CC, send as is; do not strip creator from To, Cc or AdminCC if ( !$in_admincc && !$in_cc ) { @{ $self->{'To'} } = @To; @{ $self->{'Cc'} } = @Cc; @{ $self->{'Bcc'} } = @Bcc; } # if creator is in Cc, but not in AdminCC, strip creator from To and AdminCc if ( !$in_admincc && $in_cc ) { @{ $self->{'To'} } = grep ( lc $_ ne lc $creator, @To ); @{ $self->{'Cc'} } = @Cc; @{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc ); } # if creator is in AdminCc, but not in CC, strip creator from To and AdminCc if ( $in_admincc && !$in_cc ) { @{ $self->{'To'} } = grep ( lc $_ ne lc $creator, @To ); @{ $self->{'Cc'} } = grep ( lc $_ ne lc $creator, @Cc ); @{ $self->{'Bcc'} } = @Bcc; } # if creator is in Cc and AdminCC, strip creator from To and Cc (only send to AdminCc) if ( $in_admincc && $in_cc ) { @{ $self->{'To'} } = grep ( lc $_ ne lc $creator, @To ); @{ $self->{'Cc'} } = grep ( lc $_ ne lc $creator, @Cc ); @{ $self->{'Bcc'} } = @Bcc; } # in case we have forgotten something, default is not to strip anything else { @{ $self->{'To'} } = @To; @{ $self->{'Cc'} } = @Cc; @{ $self->{'Bcc'} } = @Bcc; } } else { @{ $self->{'To'} } = grep ( lc $_ ne lc $creator, @To ); @{ $self->{'Cc'} } = grep ( lc $_ ne lc $creator, @Cc ); @{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc ); } @{ $self->{'PseudoTo'} } = @PseudoTo; } Dorothea From mcaraballo at mcgarrybowen.com Fri Oct 24 09:29:32 2008 From: mcaraballo at mcgarrybowen.com (Michael Caraballo) Date: Fri, 24 Oct 2008 09:29:32 -0400 Subject: [rt-users] How to determine your RT version In-Reply-To: Message-ID: Thanks so much for this info. Worked out great. On 10/23/08 7:52 PM, "Eli Altman" wrote: > It should be displaying itself at the bottom of each page. If not, I found > $VERSION being set in rt3/lib/RT.pm. > > Elias > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael > Caraballo > Sent: Thursday, October 23, 2008 1:05 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] How to determine your RT version > > Does anyone know how I may determine what version of RT one has installed? > > I did this a while back and I want to upgrade yet I have don't know what > version I currently have installed. > > --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. > > > ---------------------------------------------------------------------------------------------- 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcaraballo at mcgarrybowen.com Fri Oct 24 09:29:45 2008 From: mcaraballo at mcgarrybowen.com (Michael Caraballo) Date: Fri, 24 Oct 2008 09:29:45 -0400 Subject: [rt-users] How to determine your RT version In-Reply-To: <4901AA10.6010700@vialtus.com> Message-ID: Thanks, this worked. On 10/24/08 6:57 AM, "Roy El-Hames" wrote: > Also from the web interface, click Configuration/Tools/System > Configuration .. > very useful page > > Roy > > > Eli Altman wrote: >> > It should be displaying itself at the bottom of each page. If not, I found >> $VERSION being set in rt3/lib/RT.pm. >> > >> > Elias >> > >> > From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael >> Caraballo >> > Sent: Thursday, October 23, 2008 1:05 PM >> > To: rt-users at lists.bestpractical.com >> > Subject: [rt-users] How to determine your RT version >> > >> > >> > Does anyone know how I may determine what version of RT one has installed? >> > >> > I did this a while back and I want to upgrade yet I have don't know what >> > version I currently have installed. >> > >> > --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 > > ---------------------------------------------------------------------------------------------- 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kschmitte at voiceobjects.com Fri Oct 24 09:44:23 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Fri, 24 Oct 2008 06:44:23 -0700 (PDT) Subject: [rt-users] Getting the owner of a ticket fails? In-Reply-To: <589c94400810212044o4d4a5f1al7732b87aafd10c51@mail.gmail.com> References: <20094432.post@talk.nabble.com> <589c94400810212044o4d4a5f1al7732b87aafd10c51@mail.gmail.com> Message-ID: <20150417.post@talk.nabble.com> Hello Ruslan, Thanks for the advice! Ruslan Zakirov-2 wrote: > > It's correct way. Looks like some cache issue. > you can use the following code to check if it's cache issue or not: > > my $ticket = RT::Ticket->new( $RT::SystemUser ); > $ticket->Load( $self->TicketObj->id ); > > and then use this object instead of > I was not successful - but I only exchanged $self->TicketObj->Owner in the check for the user ID with $ticket->Owner. I will next try it with exchanging every occurrence. Ruslan Zakirov-2 wrote: > > On Tue, Oct 21, 2008 at 8:40 PM, kschmitte > wrote: >> What I can see is that the scrip is executed twice - maybe due to what is >> described (and what I don't understand either) in "Correspond Transaction >> Twice on Reply in Batchmode" >> (http://www.nabble.com/Correspond-Transaction-Twice-on-Reply-in-Batchmode-td8730015.html#a8730015). > > Do you use transactions batch mode? If no then it's not related. > I think Trasaction Batch Mode is for newer Version of RT? I'm using 3.6.5 and can't see anything like that ... Thanks - and best regards, Kai -- View this message in context: http://www.nabble.com/Getting-the-owner-of-a-ticket-fails--tp20094432p20150417.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From grobm at vrshell.com Fri Oct 24 09:42:03 2008 From: grobm at vrshell.com (Mark Grob) Date: Fri, 24 Oct 2008 09:42:03 -0400 Subject: [rt-users] Custom Field updates Status Field? Message-ID: <90DE2401-6008-49B9-9FDB-D5A54D807C18@vrshell.com> Any recommendations on a good start for using Custom field values to update the status field? Example: Bob in Art Department wants the GUI to have (Accepted Task, WIP, Project Completed) however, licensing want the statuses to remain the same. So I need the ability to change the status filed based on a simple combo box with the other values. I am sure it is a scrip solution but I would like to know how to link the two. -Mark From josephc at sendwordnow.com Fri Oct 24 10:05:00 2008 From: josephc at sendwordnow.com (jacharbonneau) Date: Fri, 24 Oct 2008 07:05:00 -0700 (PDT) Subject: [rt-users] outside email In-Reply-To: References: <19923396.post@talk.nabble.com> Message-ID: <20150828.post@talk.nabble.com> I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- > View this message in context: > http://www.nabble.com/outside-email-tp19923396p19923396.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 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/outside-email-tp19923396p20150828.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From eli at gmnameplate.com Fri Oct 24 11:26:35 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 08:26:35 -0700 Subject: [rt-users] Condition scrip In-Reply-To: <7fd8e62a0810240204g5df46d37i47d93c1aada3cf80@mail.gmail.com> References: <7fd8e62a0810240204g5df46d37i47d93c1aada3cf80@mail.gmail.com> Message-ID: Stefan, RT may already be configured to do what you need right out of the box. I'd suggest learning more about Scrips and Templates when you have time. How much experience do you have with RT? >I want to initiate a ticket and send a standard email out with an >attachment that will be different each time. Please explain further "with an attachment that will be different each time." When a ticket is created, by default RT will send an email to the requestor using the 'Default Autoresponse template' This basically says something like, "Thank you for submitting a ticket." But you can customize it to say anything you'd like. >My thinking was as follows: >Users creates new ticket in queue with a subject. >Selects ticket and changes the requester to the person who will get the email. This should happen by default if the scrip action includes Notify Requestor (which it does for the standard AutoReply scrip) The ticket creator is usually the Requestor, unless that is overridden by a privileged user when the ticket is created through the WebUI or overridden using the CommandByEmail plugin. >Selects a reply on the ticket and attaches the document. Does the reply document need to be an actual attachment, or can it just be a canned response in the body of the email? Reason I'm asking, you can customize 'templates' to display whatever message you'd like in the RT emails. As earlier, the default email templates in RT are pretty good. I believe most of us use them with only a few modifications. Actually attaching a specific file to those emails may be more challenging, but not out of the question. >Now, instead of typing out the same email body every time or copying >and pasting from an old one, I would like to use the scrips and >templates to do that. >I would think I need to put a condition to only send the template when >the status is changing from New to Open. Scrip Condition: On Open Action: Notify Requestor Template: Stage: TransactionCreate >As there could be further >correspondence later I don't want the standard template to go out >after the initial email. If you are saying you don't want the standard AutoReply going out when someone creates a ticket, you can simply disable that one Scrip by changing 'Stage' to 'Disabled' on the scrip responsible for the AutoReply. To sum up, you can create as many custom scrips and templates as you'd like, to be triggered by anything.. status changing to something specific, based on content of the subject, the content of the ticket itself, specific requestors, etc. Elias From eli at gmnameplate.com Fri Oct 24 11:32:45 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 08:32:45 -0700 Subject: [rt-users] outside email In-Reply-To: <20150828.post@talk.nabble.com> References: <19923396.post@talk.nabble.com> <20150828.post@talk.nabble.com> Message-ID: What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- From eli at gmnameplate.com Fri Oct 24 11:55:27 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 08:55:27 -0700 Subject: [rt-users] Custom Field updates Status Field? In-Reply-To: <90DE2401-6008-49B9-9FDB-D5A54D807C18@vrshell.com> References: <90DE2401-6008-49B9-9FDB-D5A54D807C18@vrshell.com> Message-ID: Mark, with some custom modding I suppose it would be possible to have the Status display differently depending on a user or ticket customfield. You would also need a custom field for the ticket or user to hold the department. In my installation, we use an LDAP for all of our users, so this information is pulled automatically and placed in a CF called 'Department' for the ticket. You would need to add one additional Active status in your RT_SiteConfig called 'working' Set(@ActiveStatus, qw(new open working stalled)); You would then have to mod your share/html/Elements/SelectStatus to check what the department is in the customfield and display either the actual status names in the drop-down or your replacements. I imagine you'd also need to mod /share/html/Ticket/Elements/ShowBasics so it displays the alternate labels correctly in the ticket. You'll need some perl experience to do this cleanly. Unless you like this sort of challenge, you'd be better off telling Bob in the Art Department to just imagine he's seeing Accepted Task, WIP, Completed instead of New, Open, Working and Resolved. Worst case, just add the additional Active Status into your SiteConfig and restart apache to see the change. Elias -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mark Grob Sent: Friday, October 24, 2008 6:42 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Custom Field updates Status Field? Any recommendations on a good start for using Custom field values to update the status field? Example: Bob in Art Department wants the GUI to have (Accepted Task, WIP, Project Completed) however, licensing want the statuses to remain the same. So I need the ability to change the status filed based on a simple combo box with the other values. I am sure it is a scrip solution but I would like to know how to link the two. -Mark _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From josephc at sendwordnow.com Fri Oct 24 11:47:11 2008 From: josephc at sendwordnow.com (Joe Charbonneau) Date: Fri, 24 Oct 2008 11:47:11 -0400 Subject: [rt-users] outside email In-Reply-To: Message-ID: <8C509380F5C1E64686251D030FA286E00548BDD5@LATSVIVEX01.sendwordnow.local> Just received this info from the person who built the server the source code hasn't been changed It was build from freebsd ports it's setup for ad auth via apache heimdal module -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 11:33 AM To: Joe Charbonneau; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- From eli at gmnameplate.com Fri Oct 24 12:02:12 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 09:02:12 -0700 Subject: [rt-users] outside email In-Reply-To: <8C509380F5C1E64686251D030FA286E00548BDD5@LATSVIVEX01.sendwordnow.local> References: <8C509380F5C1E64686251D030FA286E00548BDD5@LATSVIVEX01.sendwordnow.local> Message-ID: What version of RT again? There may be better options for AD authentication out there. Has this server been running for a while, is it filled with tickets yet? Has this installation of RT ever dealt with tickets created via email before? New issue or existing? -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 8:47 AM To: Eli Altman; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email Just received this info from the person who built the server the source code hasn't been changed It was build from freebsd ports it's setup for ad auth via apache heimdal module -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 11:33 AM To: Joe Charbonneau; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- From josephc at sendwordnow.com Fri Oct 24 12:04:37 2008 From: josephc at sendwordnow.com (Joe Charbonneau) Date: Fri, 24 Oct 2008 12:04:37 -0400 Subject: [rt-users] outside email In-Reply-To: Message-ID: <8C509380F5C1E64686251D030FA286E00548BDF5@LATSVIVEX01.sendwordnow.local> 3.6.3 this is a new issue we are trying to get customers to send us trouble tickets -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 12:02 PM To: Joe Charbonneau; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT again? There may be better options for AD authentication out there. Has this server been running for a while, is it filled with tickets yet? Has this installation of RT ever dealt with tickets created via email before? New issue or existing? -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 8:47 AM To: Eli Altman; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email Just received this info from the person who built the server the source code hasn't been changed It was build from freebsd ports it's setup for ad auth via apache heimdal module -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 11:33 AM To: Joe Charbonneau; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- From josephc at sendwordnow.com Fri Oct 24 13:12:18 2008 From: josephc at sendwordnow.com (Joe Charbonneau) Date: Fri, 24 Oct 2008 13:12:18 -0400 Subject: [rt-users] outside email In-Reply-To: Message-ID: <8C509380F5C1E64686251D030FA286E00548BE7D@LATSVIVEX01.sendwordnow.local> The installation unfortunately is not new its about 9700 tickets old. I will have to mull over the other options with my higher ups to see what they think. Thanks for your help. -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 1:08 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Also is this a new installation, like is it filled with tickets? I would almost recommend installing the newest version as a clean install, add the Authen-ExternalAuth plugin and get that up and running. If that's not an option, upgrading is possible and I suppose you could attempt and install of the plugin into your installation. It just might get messy. -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 10:06 AM To: Eli Altman Subject: RE: [rt-users] outside email Sorry about that I don't think it auto creates users from ad as I have to actually go to the web UI to create the user with there domain account. So everything after that I do not think happens. -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 12:48 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Nope. Please answer my previous questions as best you can if you'd like me to help further. -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 9:47 AM To: Eli Altman Subject: RE: [rt-users] outside email Would there be anykind of canceling out if I have everyone and unprivilidged set to create and reply -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 12:37 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Also, do you currently have RT setup to automatically create the user and pull their information from AD on ticket create or login to WebUI? Normally on login to the WebUI, with the Authen-ExternalAuth plugin (possible better alternative to apache heimdal module) it would first check the LDAP (or AD in your case) to see if a user exists and password is correct. If it does exists, it creates the user in the local RT users and will pull any of their information you'd like. Otherwise it would fall back to the local RT users to check if it exists and if the password is correct. Authen-ExternalAuth will also be triggered if RT receives an email. It will first check the email address against the LDAP (or AD) to check whether the user exists, if not it will check against the local RT users, if that doesn't work it will simply create a more-or-less blank user with no password but their email address as their user. This user will be non-privileged and will also not be able to login to the WebUI. For this to work all you'd need to do is set the CreateTicket and ReplyToTicket rights to the Unprivileged group and it should work just fine. -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 9:21 AM To: Eli Altman Subject: RE: [rt-users] outside email OH no this was never working something we are trying to implement sorry about that. -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 12:20 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email By new issue I meant was it working just fine, now it isn't? -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 9:05 AM To: Eli Altman; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email 3.6.3 this is a new issue we are trying to get customers to send us trouble tickets -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 12:02 PM To: Joe Charbonneau; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT again? There may be better options for AD authentication out there. Has this server been running for a while, is it filled with tickets yet? Has this installation of RT ever dealt with tickets created via email before? New issue or existing? -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 8:47 AM To: Eli Altman; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email Just received this info from the person who built the server the source code hasn't been changed It was build from freebsd ports it's setup for ad auth via apache heimdal module -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 11:33 AM To: Joe Charbonneau; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- From eli at gmnameplate.com Fri Oct 24 13:29:59 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 10:29:59 -0700 Subject: [rt-users] outside email In-Reply-To: <8C509380F5C1E64686251D030FA286E00548BE7D@LATSVIVEX01.sendwordnow.local> References: <8C509380F5C1E64686251D030FA286E00548BE7D@LATSVIVEX01.sendwordnow.local> Message-ID: Try a separate install of 3.8.1 into a different location using a different db name, get ExternalAuth running on it using AD, then copy the entire DB from the old installation and run the update script to get it compatible to 3.8.1. Make sure everything looks good on the new test install, then just point the web server to the new install. Are you familiar with VirtualHosts in apache? I have two separate installs of RT on the same box, using different install locations and different dbs in MySql. One is production and one is a dev box for testing updates/mods. IMO you should set this up instead of trying to upgrade/patch the current production RT. Cleaner and safer this way. Elias -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 10:12 AM To: Eli Altman; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email The installation unfortunately is not new its about 9700 tickets old. I will have to mull over the other options with my higher ups to see what they think. Thanks for your help. -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 1:08 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Also is this a new installation, like is it filled with tickets? I would almost recommend installing the newest version as a clean install, add the Authen-ExternalAuth plugin and get that up and running. If that's not an option, upgrading is possible and I suppose you could attempt and install of the plugin into your installation. It just might get messy. -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 10:06 AM To: Eli Altman Subject: RE: [rt-users] outside email Sorry about that I don't think it auto creates users from ad as I have to actually go to the web UI to create the user with there domain account. So everything after that I do not think happens. -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 12:48 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Nope. Please answer my previous questions as best you can if you'd like me to help further. -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 9:47 AM To: Eli Altman Subject: RE: [rt-users] outside email Would there be anykind of canceling out if I have everyone and unprivilidged set to create and reply -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 12:37 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Also, do you currently have RT setup to automatically create the user and pull their information from AD on ticket create or login to WebUI? Normally on login to the WebUI, with the Authen-ExternalAuth plugin (possible better alternative to apache heimdal module) it would first check the LDAP (or AD in your case) to see if a user exists and password is correct. If it does exists, it creates the user in the local RT users and will pull any of their information you'd like. Otherwise it would fall back to the local RT users to check if it exists and if the password is correct. Authen-ExternalAuth will also be triggered if RT receives an email. It will first check the email address against the LDAP (or AD) to check whether the user exists, if not it will check against the local RT users, if that doesn't work it will simply create a more-or-less blank user with no password but their email address as their user. This user will be non-privileged and will also not be able to login to the WebUI. For this to work all you'd need to do is set the CreateTicket and ReplyToTicket rights to the Unprivileged group and it should work just fine. -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 9:21 AM To: Eli Altman Subject: RE: [rt-users] outside email OH no this was never working something we are trying to implement sorry about that. -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 12:20 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email By new issue I meant was it working just fine, now it isn't? -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 9:05 AM To: Eli Altman; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email 3.6.3 this is a new issue we are trying to get customers to send us trouble tickets -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 12:02 PM To: Joe Charbonneau; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT again? There may be better options for AD authentication out there. Has this server been running for a while, is it filled with tickets yet? Has this installation of RT ever dealt with tickets created via email before? New issue or existing? -----Original Message----- From: Joe Charbonneau [mailto:josephc at sendwordnow.com] Sent: Friday, October 24, 2008 8:47 AM To: Eli Altman; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email Just received this info from the person who built the server the source code hasn't been changed It was build from freebsd ports it's setup for ad auth via apache heimdal module -----Original Message----- From: Eli Altman [mailto:eli at gmnameplate.com] Sent: Friday, October 24, 2008 11:33 AM To: Joe Charbonneau; rt-users at lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- From jhouser at cfa.harvard.edu Fri Oct 24 13:20:21 2008 From: jhouser at cfa.harvard.edu (Janet Houser) Date: Fri, 24 Oct 2008 13:20:21 -0400 Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error Message-ID: <490203D5.9030907@cfa.harvard.edu> Hi folks, I hope this is the right list to submit my quesstion. Sorry in advance if it isn't. I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) the output of ticket searches I get the error "Graphical charts are not available". I looked in the archives and saw the following "Re: Hierarchy View in 3.8" by Helmuth Ramirez. Following this thread I did the following: - installed graphviz from http://www.graphviz.org/ using yum install 'graphviz*' I got the error: yum install graphviz-php.i386 <-- missing dependency graphviz = 2.16-1.el5 is needed by package graphviz-php So I then - - downloaded the source from http://www.graphviz.org/ and installed it. - "yum install webdot" and did a perl -MCPAN -e 'install GraphViz' - ran the command "dot -c" in an xterm. rebooted the system and still no luck. I see the following in the apache2.access log file but nothing looks like a glaring reason why it won't graph: xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASC&Query=Queue+%3D+%27Problems%27&Rows=50&OrderBy=id%7C%7C%7C&Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=Status HTTP/1.1" 200 13787 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET /NoAuth/css/web2/main-squished.css HTTP/1.1" 200 21842 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/css/print.css HTTP/1.1" 200 443 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/util.js HTTP/1.1" 200 6190 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/titlebox-state.js HTTP/1.1" 200 928 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/ahah.js HTTP/1.1" 200 1032 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/prototype/prototype.js HTTP/1.1" 200 124137 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls HTTP/1.1" 200 2655 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET /NoAuth/js/scriptaculous/effects.js HTTP/1.1" 200 38986 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET /NoAuth/js/scriptaculous/controls.js HTTP/1.1" 200 34927 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET /NoAuth/RichText/fckeditor.js HTTP/1.1" 200 8983 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET /NoAuth/webrtfm.css HTTP/1.1" 200 513 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET /NoAuth/css/calendar.css HTTP/1.1" 200 746 There doesn't seem like there needs to be an entry for this in the RT_SiteConfig.pm file in order to get this to work but I could be missing the bleeding obvious. All suggestions welcome! thanks. janet From eli at gmnameplate.com Fri Oct 24 13:51:13 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 10:51:13 -0700 Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error In-Reply-To: <490203D5.9030907@cfa.harvard.edu> References: <490203D5.9030907@cfa.harvard.edu> Message-ID: AFAIK GraphViz is only used to show relationship charts for dependencies, linked tickets, etc. Instead GD is used for displaying charts based on ticket search results (GD::Graph) Am I wrong? I assume Graphs based on ticket search results was working before the upgrade. Try adding this to your RT_SiteConfig: Set($DisableGD, 0); or Set($DisableGD, undef); If that doesn't work after an apache restart, there are other things to try. Also if someone out there knows, does --enable-gd during RT configure simply set the DisableGD value in RT_Config to undef or 1? Elias -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Janet Houser Sent: Friday, October 24, 2008 10:20 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi folks, I hope this is the right list to submit my quesstion. Sorry in advance if it isn't. I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) the output of ticket searches I get the error "Graphical charts are not available". I looked in the archives and saw the following "Re: Hierarchy View in 3.8" by Helmuth Ramirez. Following this thread I did the following: - installed graphviz from http://www.graphviz.org/ using yum install 'graphviz*' I got the error: yum install graphviz-php.i386 <-- missing dependency graphviz = 2.16-1.el5 is needed by package graphviz-php So I then - - downloaded the source from http://www.graphviz.org/ and installed it. - "yum install webdot" and did a perl -MCPAN -e 'install GraphViz' - ran the command "dot -c" in an xterm. rebooted the system and still no luck. I see the following in the apache2.access log file but nothing looks like a glaring reason why it won't graph: xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASC&Query=Queue+%3D+%27Problems%27&Rows=50&OrderBy=id%7C%7C%7C&Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=Status HTTP/1.1" 200 13787 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET /NoAuth/css/web2/main-squished.css HTTP/1.1" 200 21842 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/css/print.css HTTP/1.1" 200 443 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/util.js HTTP/1.1" 200 6190 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/titlebox-state.js HTTP/1.1" 200 928 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/ahah.js HTTP/1.1" 200 1032 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/prototype/prototype.js HTTP/1.1" 200 124137 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls HTTP/1.1" 200 2655 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET /NoAuth/js/scriptaculous/effects.js HTTP/1.1" 200 38986 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET /NoAuth/js/scriptaculous/controls.js HTTP/1.1" 200 34927 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET /NoAuth/RichText/fckeditor.js HTTP/1.1" 200 8983 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET /NoAuth/webrtfm.css HTTP/1.1" 200 513 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET /NoAuth/css/calendar.css HTTP/1.1" 200 746 There doesn't seem like there needs to be an entry for this in the RT_SiteConfig.pm file in order to get this to work but I could be missing the bleeding obvious. All suggestions welcome! thanks. janet _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Fri Oct 24 13:59:27 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 24 Oct 2008 13:59:27 -0400 Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error In-Reply-To: <490203D5.9030907@cfa.harvard.edu> References: <490203D5.9030907@cfa.harvard.edu> Message-ID: <49020CFF.1050901@ucrwcu.rwc.uc.edu> I would try reinstalling GD::Graph from CPAN (forcing if necessary). Perhaps the RT upgrade was coincidental to a redhat perl rpm upgrade? Janet Houser wrote: > Hi folks, > > I hope this is the right list to submit my quesstion. Sorry in advance > if it isn't. > > I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) > the output of ticket searches > I get the error "Graphical charts are not available". > > I looked in the archives and saw the following "Re: Hierarchy View in > 3.8" by Helmuth Ramirez. > Following this thread I did the following: > > - installed graphviz from http://www.graphviz.org/ using > yum install 'graphviz*' > > I got the error: yum install graphviz-php.i386 <-- missing dependency > graphviz = 2.16-1.el5 is > needed by package graphviz-php > > So I then - > > - downloaded the source from http://www.graphviz.org/ and installed it. > > - "yum install webdot" and did a > > perl -MCPAN -e 'install GraphViz' > > - ran the command "dot -c" in an xterm. > > rebooted the system and still no luck. > > I see the following in the apache2.access log file but nothing looks > like a glaring reason why > it won't graph: > > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET > /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASC&Query=Queue+%3D+%27Problems%27&Rows=50&OrderBy=id%7C%7C%7C&Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=Status > HTTP/1.1" 200 13787 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET > /NoAuth/css/web2/main-squished.css HTTP/1.1" 200 21842 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET > /NoAuth/css/print.css HTTP/1.1" 200 443 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/util.js > HTTP/1.1" 200 6190 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET > /NoAuth/js/titlebox-state.js HTTP/1.1" 200 928 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/ahah.js > HTTP/1.1" 200 1032 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET > /NoAuth/js/prototype/prototype.js HTTP/1.1" 200 124137 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET > /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls > HTTP/1.1" 200 2655 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET > /NoAuth/js/scriptaculous/effects.js HTTP/1.1" 200 38986 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET > /NoAuth/js/scriptaculous/controls.js HTTP/1.1" 200 34927 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET > /NoAuth/RichText/fckeditor.js HTTP/1.1" 200 8983 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET > /NoAuth/webrtfm.css HTTP/1.1" 200 513 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET > /NoAuth/css/calendar.css HTTP/1.1" 200 746 > > There doesn't seem like there needs to be an entry for this in the > RT_SiteConfig.pm file in order > to get this to work but I could be missing the bleeding obvious. > > All suggestions welcome! > > thanks. > > janet > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 eli at gmnameplate.com Fri Oct 24 14:04:12 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 11:04:12 -0700 Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error References: <490203D5.9030907@cfa.harvard.edu> Message-ID: It appears '--enable-gd' or '--with-gd' in configure simply turns on the testing for whether GD is installed and working, if so it will either set DisableGD to 1 or undef depending on the test. Janet, I'm betting DisableGD set to undef is what will make the magic happen. -----Original Message----- From: Eli Altman Sent: Friday, October 24, 2008 10:51 AM To: 'Janet Houser'; RT-Users at lists.bestpractical.com Subject: RE: [rt-users] rt 3.8.1: Graphical charts are not available. error AFAIK GraphViz is only used to show relationship charts for dependencies, linked tickets, etc. Instead GD is used for displaying charts based on ticket search results (GD::Graph) Am I wrong? I assume Graphs based on ticket search results was working before the upgrade. Try adding this to your RT_SiteConfig: Set($DisableGD, 0); or Set($DisableGD, undef); If that doesn't work after an apache restart, there are other things to try. Also if someone out there knows, does --enable-gd during RT configure simply set the DisableGD value in RT_Config to undef or 1? Elias -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Janet Houser Sent: Friday, October 24, 2008 10:20 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi folks, I hope this is the right list to submit my quesstion. Sorry in advance if it isn't. I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) the output of ticket searches I get the error "Graphical charts are not available". I looked in the archives and saw the following "Re: Hierarchy View in 3.8" by Helmuth Ramirez. Following this thread I did the following: - installed graphviz from http://www.graphviz.org/ using yum install 'graphviz*' I got the error: yum install graphviz-php.i386 <-- missing dependency graphviz = 2.16-1.el5 is needed by package graphviz-php So I then - - downloaded the source from http://www.graphviz.org/ and installed it. - "yum install webdot" and did a perl -MCPAN -e 'install GraphViz' - ran the command "dot -c" in an xterm. rebooted the system and still no luck. I see the following in the apache2.access log file but nothing looks like a glaring reason why it won't graph: xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASC&Query=Queue+%3D+%27Problems%27&Rows=50&OrderBy=id%7C%7C%7C&Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=Status HTTP/1.1" 200 13787 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET /NoAuth/css/web2/main-squished.css HTTP/1.1" 200 21842 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/css/print.css HTTP/1.1" 200 443 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/util.js HTTP/1.1" 200 6190 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/titlebox-state.js HTTP/1.1" 200 928 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/ahah.js HTTP/1.1" 200 1032 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/prototype/prototype.js HTTP/1.1" 200 124137 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls HTTP/1.1" 200 2655 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET /NoAuth/js/scriptaculous/effects.js HTTP/1.1" 200 38986 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET /NoAuth/js/scriptaculous/controls.js HTTP/1.1" 200 34927 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET /NoAuth/RichText/fckeditor.js HTTP/1.1" 200 8983 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET /NoAuth/webrtfm.css HTTP/1.1" 200 513 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET /NoAuth/css/calendar.css HTTP/1.1" 200 746 There doesn't seem like there needs to be an entry for this in the RT_SiteConfig.pm file in order to get this to work but I could be missing the bleeding obvious. All suggestions welcome! thanks. janet _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From eli at gmnameplate.com Fri Oct 24 14:20:05 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 11:20:05 -0700 Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error In-Reply-To: <49020CFF.1050901@ucrwcu.rwc.uc.edu> References: <490203D5.9030907@cfa.harvard.edu> <49020CFF.1050901@ucrwcu.rwc.uc.edu> Message-ID: Janet, if after the SiteConfig mod you get "You've enabled GD, but we couldn't load the module: xxx" then you need to reinstall GD::Graph as Drew suggested. -----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, October 24, 2008 10:59 AM To: Janet Houser Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error I would try reinstalling GD::Graph from CPAN (forcing if necessary). Perhaps the RT upgrade was coincidental to a redhat perl rpm upgrade? Janet Houser wrote: > Hi folks, > > I hope this is the right list to submit my quesstion. Sorry in advance > if it isn't. > > I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) > the output of ticket searches > I get the error "Graphical charts are not available". > > I looked in the archives and saw the following "Re: Hierarchy View in > 3.8" by Helmuth Ramirez. > Following this thread I did the following: > > - installed graphviz from http://www.graphviz.org/ using > yum install 'graphviz*' > > I got the error: yum install graphviz-php.i386 <-- missing dependency > graphviz = 2.16-1.el5 is > needed by package graphviz-php > > So I then - > > - downloaded the source from http://www.graphviz.org/ and installed it. > > - "yum install webdot" and did a > > perl -MCPAN -e 'install GraphViz' > > - ran the command "dot -c" in an xterm. > > rebooted the system and still no luck. > > I see the following in the apache2.access log file but nothing looks > like a glaring reason why > it won't graph: > > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET > /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASC&Query=Queue+%3D+%27Problems%27&Rows=50&OrderBy=id%7C%7C%7C&Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=Status > HTTP/1.1" 200 13787 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET > /NoAuth/css/web2/main-squished.css HTTP/1.1" 200 21842 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET > /NoAuth/css/print.css HTTP/1.1" 200 443 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/util.js > HTTP/1.1" 200 6190 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET > /NoAuth/js/titlebox-state.js HTTP/1.1" 200 928 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/ahah.js > HTTP/1.1" 200 1032 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET > /NoAuth/js/prototype/prototype.js HTTP/1.1" 200 124137 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET > /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls > HTTP/1.1" 200 2655 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET > /NoAuth/js/scriptaculous/effects.js HTTP/1.1" 200 38986 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET > /NoAuth/js/scriptaculous/controls.js HTTP/1.1" 200 34927 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET > /NoAuth/RichText/fckeditor.js HTTP/1.1" 200 8983 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET > /NoAuth/webrtfm.css HTTP/1.1" 200 513 > xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET > /NoAuth/css/calendar.css HTTP/1.1" 200 746 > > There doesn't seem like there needs to be an entry for this in the > RT_SiteConfig.pm file in order > to get this to work but I could be missing the bleeding obvious. > > All suggestions welcome! > > thanks. > > janet > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 From jhouser at cfa.harvard.edu Fri Oct 24 14:26:36 2008 From: jhouser at cfa.harvard.edu (Janet Houser) Date: Fri, 24 Oct 2008 14:26:36 -0400 Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error In-Reply-To: References: <490203D5.9030907@cfa.harvard.edu> <49020CFF.1050901@ucrwcu.rwc.uc.edu> Message-ID: <4902135C.4080708@cfa.harvard.edu> Hi Eli, Thanks. I didn't modify my new SiteConfig file for graphing. Did I miss something? In my previous verion (3.6.5) I didn't have to add anything special for bar and pie graphs to work, so I assumed I didn't need any new graphing mods in my 3.8.1 Site config file. j > Janet, if after the SiteConfig mod you get "You've enabled GD, but we couldn't load the module: xxx" then you need to reinstall GD::Graph as Drew suggested. > > -----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, October 24, 2008 10:59 AM > To: Janet Houser > Cc: RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error > > I would try reinstalling GD::Graph from CPAN (forcing if necessary). > Perhaps the RT upgrade was coincidental to a redhat perl rpm upgrade? > > Janet Houser wrote: > >> Hi folks, >> >> I hope this is the right list to submit my quesstion. Sorry in advance >> if it isn't. >> >> I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) >> the output of ticket searches >> I get the error "Graphical charts are not available". >> >> I looked in the archives and saw the following "Re: Hierarchy View in >> 3.8" by Helmuth Ramirez. >> Following this thread I did the following: >> >> - installed graphviz from http://www.graphviz.org/ using >> yum install 'graphviz*' >> >> I got the error: yum install graphviz-php.i386 <-- missing dependency >> graphviz = 2.16-1.el5 is >> needed by package graphviz-php >> >> So I then - >> >> - downloaded the source from http://www.graphviz.org/ and installed it. >> >> - "yum install webdot" and did a >> >> perl -MCPAN -e 'install GraphViz' >> >> - ran the command "dot -c" in an xterm. >> >> rebooted the system and still no luck. >> >> I see the following in the apache2.access log file but nothing looks >> like a glaring reason why >> it won't graph: >> >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET >> /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASC&Query=Queue+%3D+%27Problems%27&Rows=50&OrderBy=id%7C%7C%7C&Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=Status >> HTTP/1.1" 200 13787 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET >> /NoAuth/css/web2/main-squished.css HTTP/1.1" 200 21842 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >> /NoAuth/css/print.css HTTP/1.1" 200 443 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/util.js >> HTTP/1.1" 200 6190 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >> /NoAuth/js/titlebox-state.js HTTP/1.1" 200 928 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/ahah.js >> HTTP/1.1" 200 1032 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >> /NoAuth/js/prototype/prototype.js HTTP/1.1" 200 124137 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >> /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls >> HTTP/1.1" 200 2655 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >> /NoAuth/js/scriptaculous/effects.js HTTP/1.1" 200 38986 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >> /NoAuth/js/scriptaculous/controls.js HTTP/1.1" 200 34927 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >> /NoAuth/RichText/fckeditor.js HTTP/1.1" 200 8983 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >> /NoAuth/webrtfm.css HTTP/1.1" 200 513 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >> /NoAuth/css/calendar.css HTTP/1.1" 200 746 >> >> There doesn't seem like there needs to be an entry for this in the >> RT_SiteConfig.pm file in order >> to get this to work but I could be missing the bleeding obvious. >> >> All suggestions welcome! >> >> thanks. >> >> janet >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > From eli at gmnameplate.com Fri Oct 24 14:56:58 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 11:56:58 -0700 Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error In-Reply-To: <4902135C.4080708@cfa.harvard.edu> References: <490203D5.9030907@cfa.harvard.edu> <49020CFF.1050901@ucrwcu.rwc.uc.edu> <4902135C.4080708@cfa.harvard.edu> Message-ID: It won't hurt anything to set the DisableGD to undef anywhere in the SiteConfig (except the last line).. it can only help. Give it a shot, restart apache and tell me how it goes. -----Original Message----- From: Janet Houser [mailto:jhouser at cfa.harvard.edu] Sent: Friday, October 24, 2008 11:27 AM To: Eli Altman Cc: Drew Barnes; RT-Users at lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi Eli, Thanks. I didn't modify my new SiteConfig file for graphing. Did I miss something? In my previous verion (3.6.5) I didn't have to add anything special for bar and pie graphs to work, so I assumed I didn't need any new graphing mods in my 3.8.1 Site config file. j > Janet, if after the SiteConfig mod you get "You've enabled GD, but we couldn't load the module: xxx" then you need to reinstall GD::Graph as Drew suggested. > > -----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, October 24, 2008 10:59 AM > To: Janet Houser > Cc: RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error > > I would try reinstalling GD::Graph from CPAN (forcing if necessary). > Perhaps the RT upgrade was coincidental to a redhat perl rpm upgrade? > > Janet Houser wrote: > >> Hi folks, >> >> I hope this is the right list to submit my quesstion. Sorry in advance >> if it isn't. >> >> I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) >> the output of ticket searches >> I get the error "Graphical charts are not available". >> >> I looked in the archives and saw the following "Re: Hierarchy View in >> 3.8" by Helmuth Ramirez. >> Following this thread I did the following: >> >> - installed graphviz from http://www.graphviz.org/ using >> yum install 'graphviz*' >> >> I got the error: yum install graphviz-php.i386 <-- missing dependency >> graphviz = 2.16-1.el5 is >> needed by package graphviz-php >> >> So I then - >> >> - downloaded the source from http://www.graphviz.org/ and installed it. >> >> - "yum install webdot" and did a >> >> perl -MCPAN -e 'install GraphViz' >> >> - ran the command "dot -c" in an xterm. >> >> rebooted the system and still no luck. >> >> I see the following in the apache2.access log file but nothing looks >> like a glaring reason why >> it won't graph: >> >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET >> /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASC&Query=Queue+%3D+%27Problems%27&Rows=50&OrderBy=id%7C%7C%7C&Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=Status >> HTTP/1.1" 200 13787 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET >> /NoAuth/css/web2/main-squished.css HTTP/1.1" 200 21842 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >> /NoAuth/css/print.css HTTP/1.1" 200 443 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/util.js >> HTTP/1.1" 200 6190 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >> /NoAuth/js/titlebox-state.js HTTP/1.1" 200 928 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/ahah.js >> HTTP/1.1" 200 1032 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >> /NoAuth/js/prototype/prototype.js HTTP/1.1" 200 124137 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >> /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls >> HTTP/1.1" 200 2655 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >> /NoAuth/js/scriptaculous/effects.js HTTP/1.1" 200 38986 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >> /NoAuth/js/scriptaculous/controls.js HTTP/1.1" 200 34927 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >> /NoAuth/RichText/fckeditor.js HTTP/1.1" 200 8983 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >> /NoAuth/webrtfm.css HTTP/1.1" 200 513 >> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >> /NoAuth/css/calendar.css HTTP/1.1" 200 746 >> >> There doesn't seem like there needs to be an entry for this in the >> RT_SiteConfig.pm file in order >> to get this to work but I could be missing the bleeding obvious. >> >> All suggestions welcome! >> >> thanks. >> >> janet >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > From jhouser at cfa.harvard.edu Fri Oct 24 15:34:56 2008 From: jhouser at cfa.harvard.edu (Janet Houser) Date: Fri, 24 Oct 2008 15:34:56 -0400 Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error In-Reply-To: References: <490203D5.9030907@cfa.harvard.edu> <49020CFF.1050901@ucrwcu.rwc.uc.edu> <4902135C.4080708@cfa.harvard.edu> Message-ID: <49022360.2080805@cfa.harvard.edu> Hi Eli, I put an entry "Set($DisableGD, undef);" and restarted httpd. The good news is that the error went away. The bad is that it still doesn't plot. That's weird. j Eli Altman wrote: > It won't hurt anything to set the DisableGD to undef anywhere in the SiteConfig (except the last line).. it can only help. Give it a shot, restart apache and tell me how it goes. > > -----Original Message----- > From: Janet Houser [mailto:jhouser at cfa.harvard.edu] > Sent: Friday, October 24, 2008 11:27 AM > To: Eli Altman > Cc: Drew Barnes; RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error > > Hi Eli, > > Thanks. > > I didn't modify my new SiteConfig file for graphing. Did I miss > something? In my previous verion (3.6.5) I didn't have to > add anything special for bar and pie graphs to work, so I assumed I > didn't need any new graphing mods in my 3.8.1 Site config file. > > j > >> Janet, if after the SiteConfig mod you get "You've enabled GD, but we couldn't load the module: xxx" then you need to reinstall GD::Graph as Drew suggested. >> >> -----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, October 24, 2008 10:59 AM >> To: Janet Houser >> Cc: RT-Users at lists.bestpractical.com >> Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error >> >> I would try reinstalling GD::Graph from CPAN (forcing if necessary). >> Perhaps the RT upgrade was coincidental to a redhat perl rpm upgrade? >> >> Janet Houser wrote: >> >> >>> Hi folks, >>> >>> I hope this is the right list to submit my quesstion. Sorry in advance >>> if it isn't. >>> >>> I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) >>> the output of ticket searches >>> I get the error "Graphical charts are not available". >>> >>> I looked in the archives and saw the following "Re: Hierarchy View in >>> 3.8" by Helmuth Ramirez. >>> Following this thread I did the following: >>> >>> - installed graphviz from http://www.graphviz.org/ using >>> yum install 'graphviz*' >>> >>> I got the error: yum install graphviz-php.i386 <-- missing dependency >>> graphviz = 2.16-1.el5 is >>> needed by package graphviz-php >>> >>> So I then - >>> >>> - downloaded the source from http://www.graphviz.org/ and installed it. >>> >>> - "yum install webdot" and did a >>> >>> perl -MCPAN -e 'install GraphViz' >>> >>> - ran the command "dot -c" in an xterm. >>> >>> rebooted the system and still no luck. >>> >>> I see the following in the apache2.access log file but nothing looks >>> like a glaring reason why >>> it won't graph: >>> >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET >>> /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASC&Query=Queue+%3D+%27Problems%27&Rows=50&OrderBy=id%7C%7C%7C&Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=Status >>> HTTP/1.1" 200 13787 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET >>> /NoAuth/css/web2/main-squished.css HTTP/1.1" 200 21842 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >>> /NoAuth/css/print.css HTTP/1.1" 200 443 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/util.js >>> HTTP/1.1" 200 6190 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >>> /NoAuth/js/titlebox-state.js HTTP/1.1" 200 928 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET /NoAuth/js/ahah.js >>> HTTP/1.1" 200 1032 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >>> /NoAuth/js/prototype/prototype.js HTTP/1.1" 200 124137 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >>> /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls >>> HTTP/1.1" 200 2655 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >>> /NoAuth/js/scriptaculous/effects.js HTTP/1.1" 200 38986 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >>> /NoAuth/js/scriptaculous/controls.js HTTP/1.1" 200 34927 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >>> /NoAuth/RichText/fckeditor.js HTTP/1.1" 200 8983 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >>> /NoAuth/webrtfm.css HTTP/1.1" 200 513 >>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >>> /NoAuth/css/calendar.css HTTP/1.1" 200 746 >>> >>> There doesn't seem like there needs to be an entry for this in the >>> RT_SiteConfig.pm file in order >>> to get this to work but I could be missing the bleeding obvious. >>> >>> All suggestions welcome! >>> >>> thanks. >>> >>> janet >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 >> >> From kbensch at fullnet.co.uk Fri Oct 24 15:38:05 2008 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Fri, 24 Oct 2008 20:38:05 +0100 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at In-Reply-To: <4900F77B.4040009@ggu.edu> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> Message-ID: <4902241D.8090200@fullnet.co.uk> Hi Please can someone help. Fresh install of os and rt and i get this error which ends of with the ticket email sent but no ticket created and my RT is currently not working. I have downloaded all the email archives and found other people with the same error but no real solution. Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. Thanks for any help Kobus There is a lot more to this log entry, I just could not include it all here. HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at /opt/rt3/bin/webmux.pl line 148 eval {...} called at /opt/rt3/bin/webmux.pl line 148 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 258 bytes Desc: OpenPGP digital signature URL: From eli at gmnameplate.com Fri Oct 24 15:43:49 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 12:43:49 -0700 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at In-Reply-To: <4902241D.8090200@fullnet.co.uk> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> Message-ID: Please explain in detail what problem you are experiencing. Are you having problems installing RT and running it for the first time? Can you not access RT at all through a browser? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus Bensch Sent: Friday, October 24, 2008 12:38 PM To: RT Users Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at Hi Please can someone help. Fresh install of os and rt and i get this error which ends of with the ticket email sent but no ticket created and my RT is currently not working. I have downloaded all the email archives and found other people with the same error but no real solution. Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. Thanks for any help Kobus There is a lot more to this log entry, I just could not include it all here. HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at /opt/rt3/bin/webmux.pl line 148 eval {...} called at /opt/rt3/bin/webmux.pl line 148 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) From kbensch at fullnet.co.uk Fri Oct 24 15:49:37 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Fri, 24 Oct 2008 20:49:37 +0100 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at In-Reply-To: References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> Message-ID: <490226D1.9020903@fullnet.co.uk> Hi I am able to access the server, I am able to login, and in some cases even able to brwose normally. The problem I then get is that when I try to create a ticket it thinks a bit and then gives me this error. Due to this error the server creates massive logs, so much so that I have to reboot the server and delete it as soon as it comes back. I deleted a 81GB rt.log file. Further problems, but after tghis issue has been solved is after each page i try to click on i have to login. Last error I sometimes just get blank pages. Thanks for the help Kobus Eli Altman wrote: > Please explain in detail what problem you are experiencing. Are you having problems installing RT and running it for the first time? Can you not access RT at all through a browser? > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus Bensch > Sent: Friday, October 24, 2008 12:38 PM > To: RT Users > Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at > > Hi > > Please can someone help. > > Fresh install of os and rt and i get this error which ends of with the ticket email sent but no ticket created and my RT is currently not working. I have downloaded all the email archives and found other people with the same error but no real solution. > > Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. > > Thanks for any help > > Kobus > > > There is a lot more to this log entry, I just could not include it all here. > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 168 > > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 825 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', > 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at /opt/rt3/bin/webmux.pl line 148 > eval {...} called at /opt/rt3/bin/webmux.pl line 148 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') > called at -e line 0 > eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) > [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. > (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) > [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. > (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) > > > From chaim.rieger at gmail.com Fri Oct 24 15:49:32 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Fri, 24 Oct 2008 12:49:32 -0700 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at In-Reply-To: <4902241D.8090200@fullnet.co.uk> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> Message-ID: <490226CC.3080705@gmail.com> Kobus Bensch wrote: > Hi > > Please can someone help. > > Fresh install of os and rt and i get this error which ends of with the > ticket email sent but no ticket created and my RT is currently not > working. I have downloaded all the email archives and found other people > with the same error but no real solution. > > Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. > > Thanks for any help > > Kobus try (re)installing DBD::mysql -- -- Chaim Rieger From curtisb at vianet.ca Fri Oct 24 15:58:28 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 24 Oct 2008 15:58:28 -0400 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at In-Reply-To: <490226D1.9020903@fullnet.co.uk> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> <490226D1.9020903@fullnet.co.uk> Message-ID: <490228E4.70602@vianet.ca> Sounds like the oom-killer is getting mysql. How much memory is on your db server? Is it configured in such a way that when the innodb pool is full it's not running out of memory? You shouldn't really have an issue with this unless you have a large amount of tickets. Might want to check some of your other logs and see what's occurring. Apache/mod_perl can be quite memory intensive at times depending how many children are setup, it will slowly grow. Kobus Bensch - No Sig wrote: > Hi > > I am able to access the server, I am able to login, and in some cases > even able to brwose normally. > > The problem I then get is that when I try to create a ticket it thinks a > bit and then gives me this error. > > Due to this error the server creates massive logs, so much so that I > have to reboot the server and delete it as soon as it comes back. I > deleted a 81GB rt.log file. > > Further problems, but after tghis issue has been solved is after each > page i try to click on i have to login. > > Last error I sometimes just get blank pages. > > Thanks for the help > > Kobus > > Eli Altman wrote: > >> Please explain in detail what problem you are experiencing. Are you having problems installing RT and running it for the first time? Can you not access RT at all through a browser? >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus Bensch >> Sent: Friday, October 24, 2008 12:38 PM >> To: RT Users >> Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at >> >> Hi >> >> Please can someone help. >> >> Fresh install of os and rt and i get this error which ends of with the ticket email sent but no ticket created and my RT is currently not working. I have downloaded all the email archives and found other people with the same error but no real solution. >> >> Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. >> >> Thanks for any help >> >> Kobus >> >> >> There is a lot more to this log entry, I just could not include it all here. >> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >> line 168 >> >> HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >> line 825 >> >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', >> 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at /opt/rt3/bin/webmux.pl line 148 >> eval {...} called at /opt/rt3/bin/webmux.pl line 148 >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') >> called at -e line 0 >> eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) >> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >> MySQL server has gone away at >> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. >> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) >> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >> MySQL server has gone away at >> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. >> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) >> >> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Fri Oct 24 16:01:27 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Fri, 24 Oct 2008 21:01:27 +0100 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at In-Reply-To: <490228E4.70602@vianet.ca> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> <490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca> Message-ID: <49022997.1080606@fullnet.co.uk> Hi 2GB on rt/db server. I will have to look at the innodb settings, not changed these before so will have to dig around. Ticket volume is very low. Around 20 max a day. I checked httpd and mysql logs and when this occur there is nothing much going on in the logs. Thanks for the help. kobus Curtis Bruneau wrote: > Sounds like the oom-killer is getting mysql. How much memory is on > your db server? Is it configured in such a way that when the innodb > pool is full it's not running out of memory? You shouldn't really have > an issue with this unless you have a large amount of tickets. Might > want to check some of your other logs and see what's occurring. > Apache/mod_perl can be quite memory intensive at times depending how > many children are setup, it will slowly grow. > > Kobus Bensch - No Sig wrote: >> Hi >> >> I am able to access the server, I am able to login, and in some cases >> even able to brwose normally. >> >> The problem I then get is that when I try to create a ticket it thinks a >> bit and then gives me this error. >> >> Due to this error the server creates massive logs, so much so that I >> have to reboot the server and delete it as soon as it comes back. I >> deleted a 81GB rt.log file. >> >> Further problems, but after tghis issue has been solved is after each >> page i try to click on i have to login. >> >> Last error I sometimes just get blank pages. >> >> Thanks for the help >> >> Kobus >> >> Eli Altman wrote: >> >>> Please explain in detail what problem you are experiencing. Are you >>> having problems installing RT and running it for the first time? >>> Can you not access RT at all through a browser? >>> >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus >>> Bensch >>> Sent: Friday, October 24, 2008 12:38 PM >>> To: RT Users >>> Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has >>> gone away at >>> >>> Hi >>> >>> Please can someone help. >>> >>> Fresh install of os and rt and i get this error which ends of with >>> the ticket email sent but no ticket created and my RT is currently >>> not working. I have downloaded all the email archives and found >>> other people with the same error but no real solution. >>> >>> Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. >>> >>> Thanks for any help >>> >>> Kobus >>> >>> >>> There is a lot more to this log entry, I just could not include it >>> all here. >>> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >>> >>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>> line 168 >>> >>> HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >>> >>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>> line 825 >>> >>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', >>> >>> 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at >>> /opt/rt3/bin/webmux.pl line 148 >>> eval {...} called at /opt/rt3/bin/webmux.pl line 148 >>> >>> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') >>> called at -e line 0 >>> eval {...} called at -e line 0 >>> (/usr/lib/perl5/5.8.8/Carp.pm:272) >>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >>> MySQL server has gone away at >>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. >>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) >>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >>> MySQL server has gone away at >>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. >>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) >>> >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> > From chaim.rieger at gmail.com Fri Oct 24 16:03:54 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Fri, 24 Oct 2008 20:03:54 +0000 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <49022997.1080606@fullnet.co.uk> References: <48FF4005.E927.0018.0@mbc.qld.edu.au><48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au><490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu><4902241D.8090200@fullnet.co.uk><490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca><49022997.1080606@fullnet.co.uk> Message-ID: <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> Anything in the mysql logs ? Sent via BlackBerry from T-Mobile -----Original Message----- From: Kobus Bensch - No Sig Date: Fri, 24 Oct 2008 21:01:27 To: Curtis Bruneau Cc: Subject: Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at Hi 2GB on rt/db server. I will have to look at the innodb settings, not changed these before so will have to dig around. Ticket volume is very low. Around 20 max a day. I checked httpd and mysql logs and when this occur there is nothing much going on in the logs. Thanks for the help. kobus Curtis Bruneau wrote: > Sounds like the oom-killer is getting mysql. How much memory is on > your db server? Is it configured in such a way that when the innodb > pool is full it's not running out of memory? You shouldn't really have > an issue with this unless you have a large amount of tickets. Might > want to check some of your other logs and see what's occurring. > Apache/mod_perl can be quite memory intensive at times depending how > many children are setup, it will slowly grow. > > Kobus Bensch - No Sig wrote: >> Hi >> >> I am able to access the server, I am able to login, and in some cases >> even able to brwose normally. >> >> The problem I then get is that when I try to create a ticket it thinks a >> bit and then gives me this error. >> >> Due to this error the server creates massive logs, so much so that I >> have to reboot the server and delete it as soon as it comes back. I >> deleted a 81GB rt.log file. >> >> Further problems, but after tghis issue has been solved is after each >> page i try to click on i have to login. >> >> Last error I sometimes just get blank pages. >> >> Thanks for the help >> >> Kobus >> >> Eli Altman wrote: >> >>> Please explain in detail what problem you are experiencing. Are you >>> having problems installing RT and running it for the first time? >>> Can you not access RT at all through a browser? >>> >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus >>> Bensch >>> Sent: Friday, October 24, 2008 12:38 PM >>> To: RT Users >>> Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has >>> gone away at >>> >>> Hi >>> >>> Please can someone help. >>> >>> Fresh install of os and rt and i get this error which ends of with >>> the ticket email sent but no ticket created and my RT is currently >>> not working. I have downloaded all the email archives and found >>> other people with the same error but no real solution. >>> >>> Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. >>> >>> Thanks for any help >>> >>> Kobus >>> >>> >>> There is a lot more to this log entry, I just could not include it >>> all here. >>> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >>> >>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>> line 168 >>> >>> HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >>> >>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>> line 825 >>> >>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', >>> >>> 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at >>> /opt/rt3/bin/webmux.pl line 148 >>> eval {...} called at /opt/rt3/bin/webmux.pl line 148 >>> >>> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') >>> called at -e line 0 >>> eval {...} called at -e line 0 >>> (/usr/lib/perl5/5.8.8/Carp.pm:272) >>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >>> MySQL server has gone away at >>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. >>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) >>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >>> MySQL server has gone away at >>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. >>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) >>> >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 kbensch at fullnet.co.uk Fri Oct 24 16:08:57 2008 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Fri, 24 Oct 2008 21:08:57 +0100 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> References: <48FF4005.E927.0018.0@mbc.qld.edu.au><48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au><490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu><4902241D.8090200@fullnet.co.uk><490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca><49022997.1080606@fullnet.co.uk> <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> Message-ID: <49022B59.80608@fullnet.co.uk> No nothing in the mysql log. I juast had to restart the server and i sent one ticket via email and it generated a 122mb log file. There is something really wrong here and I dont know what and why. I had RT running on a server with i386 acrch and version 3.6.5. I then moved it all to a new server and x64 arch and 3.8.1 and now I get all of these errors. chaim.rieger at gmail.com wrote: > Anything in the mysql logs ? > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: Kobus Bensch - No Sig > > Date: Fri, 24 Oct 2008 21:01:27 > To: Curtis Bruneau > Cc: > Subject: Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone > away at > > > Hi > > 2GB on rt/db server. > > I will have to look at the innodb settings, not changed these before so > will have to dig around. > > Ticket volume is very low. Around 20 max a day. > > I checked httpd and mysql logs and when this occur there is nothing much > going on in the logs. > > Thanks for the help. > > kobus > > Curtis Bruneau wrote: > >> Sounds like the oom-killer is getting mysql. How much memory is on >> your db server? Is it configured in such a way that when the innodb >> pool is full it's not running out of memory? You shouldn't really have >> an issue with this unless you have a large amount of tickets. Might >> want to check some of your other logs and see what's occurring. >> Apache/mod_perl can be quite memory intensive at times depending how >> many children are setup, it will slowly grow. >> >> Kobus Bensch - No Sig wrote: >> >>> Hi >>> >>> I am able to access the server, I am able to login, and in some cases >>> even able to brwose normally. >>> >>> The problem I then get is that when I try to create a ticket it thinks a >>> bit and then gives me this error. >>> >>> Due to this error the server creates massive logs, so much so that I >>> have to reboot the server and delete it as soon as it comes back. I >>> deleted a 81GB rt.log file. >>> >>> Further problems, but after tghis issue has been solved is after each >>> page i try to click on i have to login. >>> >>> Last error I sometimes just get blank pages. >>> >>> Thanks for the help >>> >>> Kobus >>> >>> Eli Altman wrote: >>> >>> >>>> Please explain in detail what problem you are experiencing. Are you >>>> having problems installing RT and running it for the first time? >>>> Can you not access RT at all through a browser? >>>> >>>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com >>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus >>>> Bensch >>>> Sent: Friday, October 24, 2008 12:38 PM >>>> To: RT Users >>>> Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has >>>> gone away at >>>> >>>> Hi >>>> >>>> Please can someone help. >>>> >>>> Fresh install of os and rt and i get this error which ends of with >>>> the ticket email sent but no ticket created and my RT is currently >>>> not working. I have downloaded all the email archives and found >>>> other people with the same error but no real solution. >>>> >>>> Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. >>>> >>>> Thanks for any help >>>> >>>> Kobus >>>> >>>> >>>> There is a lot more to this log entry, I just could not include it >>>> all here. >>>> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >>>> >>>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>>> line 168 >>>> >>>> HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >>>> >>>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>>> line 825 >>>> >>>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', >>>> >>>> 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at >>>> /opt/rt3/bin/webmux.pl line 148 >>>> eval {...} called at /opt/rt3/bin/webmux.pl line 148 >>>> >>>> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') >>>> called at -e line 0 >>>> eval {...} called at -e line 0 >>>> (/usr/lib/perl5/5.8.8/Carp.pm:272) >>>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >>>> MySQL server has gone away at >>>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. >>>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) >>>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >>>> MySQL server has gone away at >>>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. >>>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) >>>> >>>> >>>> >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 > -- 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. 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Name: signature.asc Type: application/pgp-signature Size: 258 bytes Desc: OpenPGP digital signature URL: From trosmus at nwnexus.net Fri Oct 24 15:58:28 2008 From: trosmus at nwnexus.net (Tim Rosmus) Date: Fri, 24 Oct 2008 12:58:28 -0700 (PDT) Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error In-Reply-To: <49022360.2080805@cfa.harvard.edu> References: <490203D5.9030907@cfa.harvard.edu> <49020CFF.1050901@ucrwcu.rwc.uc.edu> <4902135C.4080708@cfa.harvard.edu> <49022360.2080805@cfa.harvard.edu> Message-ID: On Fri, 24 Oct 2008, Janet Houser wrote: |# I put an entry "Set($DisableGD, undef);" and restarted httpd. The good |# news is that the error went away. The |# bad is that it still doesn't plot. That's weird. Check your apache error log. I put up a fresh copy of 3.8.1 (src, not emerged) on a gentoo 2.6.25 box before I update our main instance. I get this in my error_log when trying to graph something in RT. I have not pursued any further at this point because of other projects. [Fri Oct 24 11:59:09 2008] [notice] Apache/2.2.9 (Unix) mod_ssl/2.2.9 OpenSSL/0.9.8h PHP/5.2.6-pl7-gentoo mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations *** glibc detected *** /usr/sbin/apache2: double free or corruption (out): 0x0a841360 *** ======= Backtrace: ========= /lib/libc.so.6[0xb7c86a00] /lib/libc.so.6(cfree+0x89)[0xb7c886f9] /usr/lib/libgd.so.2(gdFree+0x1d)[0xb6d0c3fd] /usr/lib/perl5/vendor_perl/5.8.8/i686-linux/auto/GD/GD.so(XS_GD__Image_png+0xde)[0xb6eeea0e] /usr/lib/libperl.so.1(Perl_pp_entersub+0x3cf)[0xb713e8af] /usr/lib/libperl.so.1(Perl_runops_standard+0x25)[0xb713d0d5] /usr/lib/libperl.so.1[0xb70e8250] /usr/lib/libperl.so.1(Perl_call_sv+0x629)[0xb70e8f49] /usr/lib/apache2/modules/mod_perl.so(modperl_callback+0x377)[0xb71dbb83] /usr/lib/apache2/modules/mod_perl.so(modperl_callback_run_handlers+0x472)[0xb71dc325] /usr/lib/apache2/modules/mod_perl.so(modperl_callback_per_dir+0x5d)[0xb71dc7bc] /usr/lib/apache2/modules/mod_perl.so[0xb71d77f5] /usr/lib/apache2/modules/mod_perl.so(modperl_response_handler_cgi+0x17f)[0xb71d7a92] /usr/sbin/apache2(ap_run_handler+0x57)[0x80788f7] /usr/sbin/apache2(ap_invoke_handler+0x67)[0x807ba07] /usr/sbin/apache2(ap_process_request+0x178)[0x8086898] /usr/sbin/apache2[0x8083afe] /usr/sbin/apache2(ap_run_process_connection+0x57)[0x807f8a7] /usr/sbin/apache2[0x808ae2d] /usr/sbin/apache2[0x808b106] /usr/sbin/apache2(ap_mpm_run+0x438)[0x808b608] /usr/sbin/apache2(main+0x848)[0x80663c8] /lib/libc.so.6(__libc_start_main+0xdc)[0xb7c36fdc] /usr/sbin/apache2(apr_dso_error+0x41)[0x80655e1] ======= Memory map: ======== 08048000-08097000 r-xp 00000000 08:03 631511 /usr/sbin/apache2 08097000-08098000 r--p 0004e000 08:03 631511 /usr/sbin/apache2 08098000-0809a000 rw-p 0004f000 08:03 631511 /usr/sbin/apache2 [etc, etc] [Fri Oct 24 12:48:53 2008] [notice] child pid 5640 exit signal Aborted (6) -- Tim Rosmus Postmaster / USENET / DNS Northwest Nexus Inc. / NetOS Inc. From ruz at bestpractical.com Fri Oct 24 16:41:28 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 25 Oct 2008 00:41:28 +0400 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <49022B59.80608@fullnet.co.uk> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> <490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca> <49022997.1080606@fullnet.co.uk> <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> <49022B59.80608@fullnet.co.uk> Message-ID: <589c94400810241341r80963b6ua4a115467e4a6841@mail.gmail.com> Have you done steps from UPGRADING.mysql? On Sat, Oct 25, 2008 at 12:08 AM, Kobus Bensch wrote: > No nothing in the mysql log. > > I juast had to restart the server and i sent one ticket via email and it > generated a 122mb log file. > > There is something really wrong here and I dont know what and why. > > I had RT running on a server with i386 acrch and version 3.6.5. > > I then moved it all to a new server and x64 arch and 3.8.1 and now I get all > of these errors. > > > > chaim.rieger at gmail.com wrote: > > Anything in the mysql logs ? > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: Kobus Bensch - No Sig > > Date: Fri, 24 Oct 2008 21:01:27 > To: Curtis Bruneau > Cc: > Subject: Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone > away at > > > Hi > > 2GB on rt/db server. > > I will have to look at the innodb settings, not changed these before so > will have to dig around. > > Ticket volume is very low. Around 20 max a day. > > I checked httpd and mysql logs and when this occur there is nothing much > going on in the logs. > > Thanks for the help. > > kobus > > Curtis Bruneau wrote: > > > Sounds like the oom-killer is getting mysql. How much memory is on > your db server? Is it configured in such a way that when the innodb > pool is full it's not running out of memory? You shouldn't really have > an issue with this unless you have a large amount of tickets. Might > want to check some of your other logs and see what's occurring. > Apache/mod_perl can be quite memory intensive at times depending how > many children are setup, it will slowly grow. > > Kobus Bensch - No Sig wrote: > > > Hi > > I am able to access the server, I am able to login, and in some cases > even able to brwose normally. > > The problem I then get is that when I try to create a ticket it thinks a > bit and then gives me this error. > > Due to this error the server creates massive logs, so much so that I > have to reboot the server and delete it as soon as it comes back. I > deleted a 81GB rt.log file. > > Further problems, but after tghis issue has been solved is after each > page i try to click on i have to login. > > Last error I sometimes just get blank pages. > > Thanks for the help > > Kobus > > Eli Altman wrote: > > > > Please explain in detail what problem you are experiencing. Are you > having problems installing RT and running it for the first time? > Can you not access RT at all through a browser? > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus > Bensch > Sent: Friday, October 24, 2008 12:38 PM > To: RT Users > Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has > gone away at > > Hi > > Please can someone help. > > Fresh install of os and rt and i get this error which ends of with > the ticket email sent but no ticket created and my RT is currently > not working. I have downloaded all the email archives and found > other people with the same error but no real solution. > > Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. > > Thanks for any help > > Kobus > > > There is a lot more to this log entry, I just could not include it > all here. > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') > > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 168 > > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') > > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 825 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', > > 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at > /opt/rt3/bin/webmux.pl line 148 > eval {...} called at /opt/rt3/bin/webmux.pl line 148 > > RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') > called at -e line 0 > eval {...} called at -e line 0 > (/usr/lib/perl5/5.8.8/Carp.pm:272) > [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. > (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) > [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. > (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 > > > -- > > > > > > 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 > -- Best regards, Ruslan. From kbensch at fullnet.co.uk Fri Oct 24 16:43:24 2008 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Fri, 24 Oct 2008 21:43:24 +0100 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <589c94400810241341r80963b6ua4a115467e4a6841@mail.gmail.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> <490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca> <49022997.1080606@fullnet.co.uk> <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> <49022B59.80608@fullnet.co.uk> <589c94400810241341r80963b6ua4a115467e4a6841@mail.gmail.com> Message-ID: <4902336C.1080802@fullnet.co.uk> No, because the previous server had the same version of MySQL as the new one. Ruslan Zakirov wrote: > Have you done steps from UPGRADING.mysql? > > On Sat, Oct 25, 2008 at 12:08 AM, Kobus Bensch wrote: > >> No nothing in the mysql log. >> >> I juast had to restart the server and i sent one ticket via email and it >> generated a 122mb log file. >> >> There is something really wrong here and I dont know what and why. >> >> I had RT running on a server with i386 acrch and version 3.6.5. >> >> I then moved it all to a new server and x64 arch and 3.8.1 and now I get all >> of these errors. >> >> >> >> chaim.rieger at gmail.com wrote: >> >> Anything in the mysql logs ? >> Sent via BlackBerry from T-Mobile >> >> -----Original Message----- >> From: Kobus Bensch - No Sig >> >> Date: Fri, 24 Oct 2008 21:01:27 >> To: Curtis Bruneau >> Cc: >> Subject: Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone >> away at >> >> >> Hi >> >> 2GB on rt/db server. >> >> I will have to look at the innodb settings, not changed these before so >> will have to dig around. >> >> Ticket volume is very low. Around 20 max a day. >> >> I checked httpd and mysql logs and when this occur there is nothing much >> going on in the logs. >> >> Thanks for the help. >> >> kobus >> >> Curtis Bruneau wrote: >> >> >> Sounds like the oom-killer is getting mysql. How much memory is on >> your db server? Is it configured in such a way that when the innodb >> pool is full it's not running out of memory? You shouldn't really have >> an issue with this unless you have a large amount of tickets. Might >> want to check some of your other logs and see what's occurring. >> Apache/mod_perl can be quite memory intensive at times depending how >> many children are setup, it will slowly grow. >> >> Kobus Bensch - No Sig wrote: >> >> >> Hi >> >> I am able to access the server, I am able to login, and in some cases >> even able to brwose normally. >> >> The problem I then get is that when I try to create a ticket it thinks a >> bit and then gives me this error. >> >> Due to this error the server creates massive logs, so much so that I >> have to reboot the server and delete it as soon as it comes back. I >> deleted a 81GB rt.log file. >> >> Further problems, but after tghis issue has been solved is after each >> page i try to click on i have to login. >> >> Last error I sometimes just get blank pages. >> >> Thanks for the help >> >> Kobus >> >> Eli Altman wrote: >> >> >> >> Please explain in detail what problem you are experiencing. Are you >> having problems installing RT and running it for the first time? >> Can you not access RT at all through a browser? >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus >> Bensch >> Sent: Friday, October 24, 2008 12:38 PM >> To: RT Users >> Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has >> gone away at >> >> Hi >> >> Please can someone help. >> >> Fresh install of os and rt and i get this error which ends of with >> the ticket email sent but no ticket created and my RT is currently >> not working. I have downloaded all the email archives and found >> other people with the same error but no real solution. >> >> Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. >> >> Thanks for any help >> >> Kobus >> >> >> There is a lot more to this log entry, I just could not include it >> all here. >> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >> >> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >> line 168 >> >> HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >> >> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >> line 825 >> >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', >> >> 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at >> /opt/rt3/bin/webmux.pl line 148 >> eval {...} called at /opt/rt3/bin/webmux.pl line 148 >> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') >> called at -e line 0 >> eval {...} called at -e line 0 >> (/usr/lib/perl5/5.8.8/Carp.pm:272) >> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >> MySQL server has gone away at >> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. >> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) >> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >> MySQL server has gone away at >> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. >> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) >> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 >> >> >> -- >> >> >> >> >> >> 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 ruz at bestpractical.com Fri Oct 24 16:45:43 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 25 Oct 2008 00:45:43 +0400 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <4902336C.1080802@fullnet.co.uk> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <4902241D.8090200@fullnet.co.uk> <490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca> <49022997.1080606@fullnet.co.uk> <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> <49022B59.80608@fullnet.co.uk> <589c94400810241341r80963b6ua4a115467e4a6841@mail.gmail.com> <4902336C.1080802@fullnet.co.uk> Message-ID: <589c94400810241345p4bb0ea0ck37de0ad1014b9610@mail.gmail.com> You still must do that. On Sat, Oct 25, 2008 at 12:43 AM, Kobus Bensch wrote: > No, because the previous server had the same version of MySQL as the new > one. > > Ruslan Zakirov wrote: > > Have you done steps from UPGRADING.mysql? > > On Sat, Oct 25, 2008 at 12:08 AM, Kobus Bensch > wrote: > > > No nothing in the mysql log. > > I juast had to restart the server and i sent one ticket via email and it > generated a 122mb log file. > > There is something really wrong here and I dont know what and why. > > I had RT running on a server with i386 acrch and version 3.6.5. > > I then moved it all to a new server and x64 arch and 3.8.1 and now I get all > of these errors. > > > > chaim.rieger at gmail.com wrote: > > Anything in the mysql logs ? > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: Kobus Bensch - No Sig > > Date: Fri, 24 Oct 2008 21:01:27 > To: Curtis Bruneau > Cc: > Subject: Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone > away at > > > Hi > > 2GB on rt/db server. > > I will have to look at the innodb settings, not changed these before so > will have to dig around. > > Ticket volume is very low. Around 20 max a day. > > I checked httpd and mysql logs and when this occur there is nothing much > going on in the logs. > > Thanks for the help. > > kobus > > Curtis Bruneau wrote: > > > Sounds like the oom-killer is getting mysql. How much memory is on > your db server? Is it configured in such a way that when the innodb > pool is full it's not running out of memory? You shouldn't really have > an issue with this unless you have a large amount of tickets. Might > want to check some of your other logs and see what's occurring. > Apache/mod_perl can be quite memory intensive at times depending how > many children are setup, it will slowly grow. > > Kobus Bensch - No Sig wrote: > > > Hi > > I am able to access the server, I am able to login, and in some cases > even able to brwose normally. > > The problem I then get is that when I try to create a ticket it thinks a > bit and then gives me this error. > > Due to this error the server creates massive logs, so much so that I > have to reboot the server and delete it as soon as it comes back. I > deleted a 81GB rt.log file. > > Further problems, but after tghis issue has been solved is after each > page i try to click on i have to login. > > Last error I sometimes just get blank pages. > > Thanks for the help > > Kobus > > Eli Altman wrote: > > > > Please explain in detail what problem you are experiencing. Are you > having problems installing RT and running it for the first time? > Can you not access RT at all through a browser? > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus > Bensch > Sent: Friday, October 24, 2008 12:38 PM > To: RT Users > Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has > gone away at > > Hi > > Please can someone help. > > Fresh install of os and rt and i get this error which ends of with > the ticket email sent but no ticket created and my RT is currently > not working. I have downloaded all the email archives and found > other people with the same error but no real solution. > > Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. > > Thanks for any help > > Kobus > > > There is a lot more to this log entry, I just could not include it > all here. > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') > > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 168 > > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') > > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 825 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', > > 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at > /opt/rt3/bin/webmux.pl line 148 > eval {...} called at /opt/rt3/bin/webmux.pl line 148 > > RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') > called at -e line 0 > eval {...} called at -e line 0 > (/usr/lib/perl5/5.8.8/Carp.pm:272) > [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. > (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) > [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. > (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 > > > -- > > > > > > 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!". > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From chaim.rieger at gmail.com Fri Oct 24 16:47:02 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Fri, 24 Oct 2008 13:47:02 -0700 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <4902336C.1080802@fullnet.co.uk> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> <490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca> <49022997.1080606@fullnet.co.uk> <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> <49022B59.80608@fullnet.co.uk> <589c94400810241341r80963b6ua4a115467e4a6841@mail.gmail.com> <4902336C.1080802@fullnet.co.uk> Message-ID: <49023446.4050107@gmail.com> Kobus Bensch wrote: > No, because the previous server had the same version of MySQL as the new > one. you need to upgrade the mysql schema when upgrading rt from 3.6 to 3.8 -- -- Chaim Rieger From curtisb at vianet.ca Fri Oct 24 16:49:42 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 24 Oct 2008 16:49:42 -0400 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <49022B59.80608@fullnet.co.uk> References: <48FF4005.E927.0018.0@mbc.qld.edu.au><48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au><490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu><4902241D.8090200@fullnet.co.uk><490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca><49022997.1080606@fullnet.co.uk> <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> <49022B59.80608@fullnet.co.uk> Message-ID: <490234E6.8020204@vianet.ca> Yeah that's strange, I had a similar issue where my fastcgi segfaulted causing a permanent error state, which causes the process to keep cycling filling up the log/hard drive. This would only happen in low memory situations, yours seems to be somewhat driver/software related where it keeps trying and just fills up the log. Kobus Bensch wrote: > No nothing in the mysql log. > > I juast had to restart the server and i sent one ticket via email and > it generated a 122mb log file. > > There is something really wrong here and I dont know what and why. > > I had RT running on a server with i386 acrch and version 3.6.5. > > I then moved it all to a new server and x64 arch and 3.8.1 and now I > get all of these errors. > > > > chaim.rieger at gmail.com wrote: >> Anything in the mysql logs ? >> Sent via BlackBerry from T-Mobile >> >> -----Original Message----- >> From: Kobus Bensch - No Sig >> >> Date: Fri, 24 Oct 2008 21:01:27 >> To: Curtis Bruneau >> Cc: >> Subject: Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone >> away at >> >> >> Hi >> >> 2GB on rt/db server. >> >> I will have to look at the innodb settings, not changed these before so >> will have to dig around. >> >> Ticket volume is very low. Around 20 max a day. >> >> I checked httpd and mysql logs and when this occur there is nothing much >> going on in the logs. >> >> Thanks for the help. >> >> kobus >> >> Curtis Bruneau wrote: >> >>> Sounds like the oom-killer is getting mysql. How much memory is on >>> your db server? Is it configured in such a way that when the innodb >>> pool is full it's not running out of memory? You shouldn't really have >>> an issue with this unless you have a large amount of tickets. Might >>> want to check some of your other logs and see what's occurring. >>> Apache/mod_perl can be quite memory intensive at times depending how >>> many children are setup, it will slowly grow. >>> >>> Kobus Bensch - No Sig wrote: >>> >>>> Hi >>>> >>>> I am able to access the server, I am able to login, and in some cases >>>> even able to brwose normally. >>>> >>>> The problem I then get is that when I try to create a ticket it thinks a >>>> bit and then gives me this error. >>>> >>>> Due to this error the server creates massive logs, so much so that I >>>> have to reboot the server and delete it as soon as it comes back. I >>>> deleted a 81GB rt.log file. >>>> >>>> Further problems, but after tghis issue has been solved is after each >>>> page i try to click on i have to login. >>>> >>>> Last error I sometimes just get blank pages. >>>> >>>> Thanks for the help >>>> >>>> Kobus >>>> >>>> Eli Altman wrote: >>>> >>>> >>>>> Please explain in detail what problem you are experiencing. Are you >>>>> having problems installing RT and running it for the first time? >>>>> Can you not access RT at all through a browser? >>>>> >>>>> >>>>> -----Original Message----- >>>>> From: rt-users-bounces at lists.bestpractical.com >>>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus >>>>> Bensch >>>>> Sent: Friday, October 24, 2008 12:38 PM >>>>> To: RT Users >>>>> Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has >>>>> gone away at >>>>> >>>>> Hi >>>>> >>>>> Please can someone help. >>>>> >>>>> Fresh install of os and rt and i get this error which ends of with >>>>> the ticket email sent but no ticket created and my RT is currently >>>>> not working. I have downloaded all the email archives and found >>>>> other people with the same error but no real solution. >>>>> >>>>> Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. >>>>> >>>>> Thanks for any help >>>>> >>>>> Kobus >>>>> >>>>> >>>>> There is a lot more to this log entry, I just could not include it >>>>> all here. >>>>> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >>>>> >>>>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>>>> line 168 >>>>> >>>>> HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >>>>> >>>>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>>>> line 825 >>>>> >>>>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', >>>>> >>>>> 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at >>>>> /opt/rt3/bin/webmux.pl line 148 >>>>> eval {...} called at /opt/rt3/bin/webmux.pl line 148 >>>>> >>>>> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') >>>>> called at -e line 0 >>>>> eval {...} called at -e line 0 >>>>> (/usr/lib/perl5/5.8.8/Carp.pm:272) >>>>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >>>>> MySQL server has gone away at >>>>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. >>>>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) >>>>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >>>>> MySQL server has gone away at >>>>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. >>>>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) >>>>> >>>>> >>>>> >>>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 >> > > -- > > > > > > 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!" > . > From kbensch at fullnet.co.uk Fri Oct 24 17:16:19 2008 From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig) Date: Fri, 24 Oct 2008 22:16:19 +0100 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <49023446.4050107@gmail.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> <490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca> <49022997.1080606@fullnet.co.uk> <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> <49022B59.80608@fullnet.co.uk> <589c94400810241341r80963b6ua4a115467e4a6841@mail.gmail.com> <4902336C.1080802@fullnet.co.uk> <49023446.4050107@gmail.com> Message-ID: <49023B23.8040808@fullnet.co.uk> Hi I have now run the actions for the upgrading rt and it still give me the same error. Kobus Chaim Rieger wrote: > Kobus Bensch wrote: >> No, because the previous server had the same version of MySQL as the >> new one. > you need to upgrade the mysql schema when upgrading rt from 3.6 to 3.8 > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 258 bytes Desc: OpenPGP digital signature URL: From chaim.rieger at gmail.com Fri Oct 24 17:17:39 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Fri, 24 Oct 2008 14:17:39 -0700 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <49023B23.8040808@fullnet.co.uk> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> <490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca> <49022997.1080606@fullnet.co.uk> <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> <49022B59.80608@fullnet.co.uk> <589c94400810241341r80963b6ua4a115467e4a6841@mail.gmail.com> <4902336C.1080802@fullnet.co.uk> <49023446.4050107@gmail.com> <49023B23.8040808@fullnet.co.uk> Message-ID: <49023B73.6080605@gmail.com> Kobus Bensch - No Sig wrote: > Hi > > I have now run the actions for the upgrading rt and it still give me the > same error. > > Kobus > stop and restart your web server clear the mason cache -- -- Chaim Rieger From jameskyle at ucla.edu Fri Oct 24 17:30:24 2008 From: jameskyle at ucla.edu (James Kyle) Date: Fri, 24 Oct 2008 14:30:24 -0700 Subject: [rt-users] RTFM: Can't call method "Id" on an undefined value Message-ID: <0A0EB19D-FD0F-483F-BF8D-009AB658CB14@ucla.edu> RTFM installing was successful and in all other respects appears to be functioning fine (same with RT). First: click Reply to a RT ticket, select a given RTFM from the drop down, then click "Go" to apply it. This works as expected. Next: Click "update". A blank page with the following error is displayed: https://domain.com/rt/Ticket/Update.html Can't call method "Id" on an undefined value at /opt/rt3/local/plugins/ RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 134. However, the reply is successfully logged and any notifications emails are sent out correctly. Here's the function referred to in the error: http://pastebin.com/m2e7d01c8 Any help greatly appreciated, james kyle From eli at gmnameplate.com Fri Oct 24 19:09:12 2008 From: eli at gmnameplate.com (Eli Altman) Date: Fri, 24 Oct 2008 16:09:12 -0700 Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error In-Reply-To: <490239C4.1040303@cfa.harvard.edu> References: <490203D5.9030907@cfa.harvard.edu> <49020CFF.1050901@ucrwcu.rwc.uc.edu> <4902135C.4080708@cfa.harvard.edu> <49022360.2080805@cfa.harvard.edu> <490231B1.1090201@cfa.harvard.edu> <490239C4.1040303@cfa.harvard.edu> Message-ID: A solution for the lists, have a good weekend Janet. -----Original Message----- From: Janet Houser [mailto:jhouser at cfa.harvard.edu] Sent: Friday, October 24, 2008 2:10 PM To: Eli Altman Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi Eli, On a hunch, I downloaded: 2007-04-25 ftp://ftp.int.ru/.1/FreeBSD/distfiles/GDGraph-1.44.tar.gz and installed it rather than going through CPAN. it worked! I get my charts. Very strange. There were no errors from teh CPAN install of GDGraph but it looks like something didn't work right. Thank you so much for your time and help. Have a really great weekend! Cheers, janet Janet Houser wrote: > Hi, > > Yes. I get a table with choosing eith "bar" or "pie" for my chart I > get only: > > Query: Queue = 'Problems' > > Status Tickets <-- in black bold > high 0 > low 0 > medium 0 > new 5 > open 8 > resolved 16 > stalled 0 > urgent 0 > Total 29 > > So it is doing the calculation. In rt 3.6.5, the pie or bar chart > would get displayed above this output. > > very strange. Do you know of any log files that might have helpful > output. I've checked int rt3/var/logs > and there isn't anything useful. > > thanks for any help. > > j > > Eli Altman wrote: >> What does happen? Does it show the results in tables, just not the >> actual generated graphic for the graphs? >> >> -----Original Message----- >> From: Janet Houser [mailto:jhouser at cfa.harvard.edu] >> Sent: Friday, October 24, 2008 12:35 PM >> To: Eli Altman >> Cc: RT-Users at lists.bestpractical.com >> Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. >> error >> >> Hi Eli, >> >> I put an entry "Set($DisableGD, undef);" and restarted httpd. The good >> news is that the error went away. The >> bad is that it still doesn't plot. That's weird. >> >> j >> >> Eli Altman wrote: >> >>> It won't hurt anything to set the DisableGD to undef anywhere in the >>> SiteConfig (except the last line).. it can only help. Give it a >>> shot, restart apache and tell me how it goes. >>> >>> -----Original Message----- >>> From: Janet Houser [mailto:jhouser at cfa.harvard.edu] >>> Sent: Friday, October 24, 2008 11:27 AM >>> To: Eli Altman >>> Cc: Drew Barnes; RT-Users at lists.bestpractical.com >>> Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not >>> available. error >>> >>> Hi Eli, >>> >>> Thanks. >>> >>> I didn't modify my new SiteConfig file for graphing. Did I miss >>> something? In my previous verion (3.6.5) I didn't have to >>> add anything special for bar and pie graphs to work, so I assumed I >>> didn't need any new graphing mods in my 3.8.1 Site config file. >>> >>> j >>> >>> >>>> Janet, if after the SiteConfig mod you get "You've enabled GD, but >>>> we couldn't load the module: xxx" then you need to reinstall >>>> GD::Graph as Drew suggested. >>>> >>>> -----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, October 24, 2008 10:59 AM >>>> To: Janet Houser >>>> Cc: RT-Users at lists.bestpractical.com >>>> Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not >>>> available. error >>>> >>>> I would try reinstalling GD::Graph from CPAN (forcing if necessary). >>>> Perhaps the RT upgrade was coincidental to a redhat perl rpm upgrade? >>>> >>>> Janet Houser wrote: >>>> >>>> >>>> >>>>> Hi folks, >>>>> >>>>> I hope this is the right list to submit my quesstion. Sorry in >>>>> advance >>>>> if it isn't. >>>>> >>>>> I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) >>>>> the output of ticket searches >>>>> I get the error "Graphical charts are not available". >>>>> >>>>> I looked in the archives and saw the following "Re: Hierarchy View in >>>>> 3.8" by Helmuth Ramirez. >>>>> Following this thread I did the following: >>>>> >>>>> - installed graphviz from http://www.graphviz.org/ using >>>>> yum install 'graphviz*' >>>>> >>>>> I got the error: yum install graphviz-php.i386 <-- missing >>>>> dependency >>>>> graphviz = 2.16-1.el5 is >>>>> needed by package graphviz-php >>>>> >>>>> So I then - >>>>> >>>>> - downloaded the source from http://www.graphviz.org/ and >>>>> installed it. >>>>> >>>>> - "yum install webdot" and did a >>>>> >>>>> perl -MCPAN -e 'install GraphViz' >>>>> >>>>> - ran the command "dot -c" in an xterm. >>>>> >>>>> rebooted the system and still no luck. >>>>> >>>>> I see the following in the apache2.access log file but nothing looks >>>>> like a glaring reason why >>>>> it won't graph: >>>>> >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET >>>>> /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASC&Query=Queue+%3D+%27Problems%27&Rows=50&OrderBy=id%7C%7C%7C&Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=Status >>>>> >>>>> HTTP/1.1" 200 13787 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] "GET >>>>> /NoAuth/css/web2/main-squished.css HTTP/1.1" 200 21842 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >>>>> /NoAuth/css/print.css HTTP/1.1" 200 443 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >>>>> /NoAuth/js/util.js >>>>> HTTP/1.1" 200 6190 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >>>>> /NoAuth/js/titlebox-state.js HTTP/1.1" 200 928 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >>>>> /NoAuth/js/ahah.js >>>>> HTTP/1.1" 200 1032 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] "GET >>>>> /NoAuth/js/prototype/prototype.js HTTP/1.1" 200 124137 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >>>>> /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls >>>>> HTTP/1.1" 200 2655 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >>>>> /NoAuth/js/scriptaculous/effects.js HTTP/1.1" 200 38986 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] "GET >>>>> /NoAuth/js/scriptaculous/controls.js HTTP/1.1" 200 34927 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >>>>> /NoAuth/RichText/fckeditor.js HTTP/1.1" 200 8983 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >>>>> /NoAuth/webrtfm.css HTTP/1.1" 200 513 >>>>> xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] "GET >>>>> /NoAuth/css/calendar.css HTTP/1.1" 200 746 >>>>> >>>>> There doesn't seem like there needs to be an entry for this in the >>>>> RT_SiteConfig.pm file in order >>>>> to get this to work but I could be missing the bleeding obvious. >>>>> >>>>> All suggestions welcome! >>>>> >>>>> thanks. >>>>> >>>>> janet >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: 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 >>>> >>>> >>>> From smccreadie at CanyonPartners.com Sat Oct 25 21:09:49 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Sat, 25 Oct 2008 18:09:49 -0700 Subject: [rt-users] Trouble getting Relationship Charts to render correctly in RT 3.8.1 Message-ID: <6A8A671AFE630144BC8AE1D84E6700B801217344@SR-ES-EMAIL01.canyonpartners.local> Hello, Fresh off the Training class yesterday with Jesse I realized that my new RT 3.8.1 install isn't rendering the relationship graphs correctly. I am able to see the graph link but it only displays a simple B&W graph, when I select the various parameter checkboxes, I get nothing, and I get several errors in /var/log/messages like this: RT: Couldn't find property handler for 'CF' and 'Type of Request' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'ReferredToBy' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'RefersTo' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) I searched the list and found this link http://www.gossamer-threads.com/lists/rt/users/77362?search_string=ticke t%20graph;#77362 , so I tried installing perl-Graphviz, building from source, via yum, all with no avail. I am running Centos 5.2 x86_64. Anybody have any ideas? Thanks in advance Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Sat Oct 25 22:22:28 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Sat, 25 Oct 2008 19:22:28 -0700 Subject: [rt-users] Trouble getting Relationship Charts to render correctlyin RT 3.8.1 In-Reply-To: <39EEB5C339302F418B4604929F22B4DA146E7E7F@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B801217344@SR-ES-EMAIL01.canyonpartners.local> <39EEB5C339302F418B4604929F22B4DA146E7E7F@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B801217346@SR-ES-EMAIL01.canyonpartners.local> Heres a screenclip of the graph, no matter what I try all I can get is the black and white graph with no additional info or colors. I tried installing webdot, graphviz, and perl-GraphViz. What version of graphviz are people running? When I use yum it installs graphviz 2.20.3. Thanks again in advance. Sean From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean McCreadie Sent: Saturday, October 25, 2008 6:10 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Trouble getting Relationship Charts to render correctlyin RT 3.8.1 Hello, Fresh off the Training class yesterday with Jesse I realized that my new RT 3.8.1 install isn't rendering the relationship graphs correctly. I am able to see the graph link but it only displays a simple B&W graph, when I select the various parameter checkboxes, I get nothing, and I get several errors in /var/log/messages like this: RT: Couldn't find property handler for 'CF' and 'Type of Request' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'ReferredToBy' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'RefersTo' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) I searched the list and found this link http://www.gossamer-threads.com/lists/rt/users/77362?search_string=ticke t%20graph;#77362 , so I tried installing perl-Graphviz, building from source, via yum, all with no avail. I am running Centos 5.2 x86_64. Anybody have any ideas? Thanks in advance Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 -------------- next part -------------- An HTML attachment was scrubbed... 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Name: ticketgraph.jpg Type: image/jpeg Size: 11687 bytes Desc: ticketgraph.jpg URL: From kbensch at fullnet.co.uk Sun Oct 26 07:25:07 2008 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Sun, 26 Oct 2008 11:25:07 +0000 Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at In-Reply-To: <589c94400810241341r80963b6ua4a115467e4a6841@mail.gmail.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4900F77B.4040009@ggu.edu> <4902241D.8090200@fullnet.co.uk> <490226D1.9020903@fullnet.co.uk> <490228E4.70602@vianet.ca> <49022997.1080606@fullnet.co.uk> <2033671348-1224878636-cardhu_decombobulator_blackberry.rim.net-1009975092-@bxe117.bisx.prod.on.blackberry> <49022B59.80608@fullnet.co.uk> <589c94400810241341r80963b6ua4a115467e4a6841@mail.gmail.com> Message-ID: <49045393.3010508@fullnet.co.uk> Ok here is some more diags I have deleted the database and recreated the database from the installation instructions. I am still getting the same error. In a browser it says DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. This is the last few lines of the log says this: HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2af2d455f180)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', ...) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1284 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', ...) called at /opt/rt3/share/html/autohandler line 308 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', ...) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2af2d4188ed0)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', ...) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', ...) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 425 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2af2d44ad6d0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2af2d44ad6d0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2af2d10de3f0)', 'Apache2::RequestRec=SCALAR(0x2af2d430fa50)') called at /opt/rt3/bin/webmux.pl line 148 eval {...} called at /opt/rt3/bin/webmux.pl line 148 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2af2d430fa50)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) [Sun Oct 26 11:21:28 2008] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) [Sun Oct 26 11:21:28 2008] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) Please can someone help with this. Thank you Kobus Ruslan Zakirov wrote: > Have you done steps from UPGRADING.mysql? > > On Sat, Oct 25, 2008 at 12:08 AM, Kobus Bensch wrote: > >> No nothing in the mysql log. >> >> I juast had to restart the server and i sent one ticket via email and it >> generated a 122mb log file. >> >> There is something really wrong here and I dont know what and why. >> >> I had RT running on a server with i386 acrch and version 3.6.5. >> >> I then moved it all to a new server and x64 arch and 3.8.1 and now I get all >> of these errors. >> >> >> >> chaim.rieger at gmail.com wrote: >> >> Anything in the mysql logs ? >> Sent via BlackBerry from T-Mobile >> >> -----Original Message----- >> From: Kobus Bensch - No Sig >> >> Date: Fri, 24 Oct 2008 21:01:27 >> To: Curtis Bruneau >> Cc: >> Subject: Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone >> away at >> >> >> Hi >> >> 2GB on rt/db server. >> >> I will have to look at the innodb settings, not changed these before so >> will have to dig around. >> >> Ticket volume is very low. Around 20 max a day. >> >> I checked httpd and mysql logs and when this occur there is nothing much >> going on in the logs. >> >> Thanks for the help. >> >> kobus >> >> Curtis Bruneau wrote: >> >> >> Sounds like the oom-killer is getting mysql. How much memory is on >> your db server? Is it configured in such a way that when the innodb >> pool is full it's not running out of memory? You shouldn't really have >> an issue with this unless you have a large amount of tickets. Might >> want to check some of your other logs and see what's occurring. >> Apache/mod_perl can be quite memory intensive at times depending how >> many children are setup, it will slowly grow. >> >> Kobus Bensch - No Sig wrote: >> >> >> Hi >> >> I am able to access the server, I am able to login, and in some cases >> even able to brwose normally. >> >> The problem I then get is that when I try to create a ticket it thinks a >> bit and then gives me this error. >> >> Due to this error the server creates massive logs, so much so that I >> have to reboot the server and delete it as soon as it comes back. I >> deleted a 81GB rt.log file. >> >> Further problems, but after tghis issue has been solved is after each >> page i try to click on i have to login. >> >> Last error I sometimes just get blank pages. >> >> Thanks for the help >> >> Kobus >> >> Eli Altman wrote: >> >> >> >> Please explain in detail what problem you are experiencing. Are you >> having problems installing RT and running it for the first time? >> Can you not access RT at all through a browser? >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus >> Bensch >> Sent: Friday, October 24, 2008 12:38 PM >> To: RT Users >> Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has >> gone away at >> >> Hi >> >> Please can someone help. >> >> Fresh install of os and rt and i get this error which ends of with >> the ticket email sent but no ticket created and my RT is currently >> not working. I have downloaded all the email archives and found >> other people with the same error but no real solution. >> >> Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45. >> >> Thanks for any help >> >> Kobus >> >> >> There is a lot more to this log entry, I just could not include it >> all here. >> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >> >> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >> line 168 >> >> HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)') >> >> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >> line 825 >> >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)', >> >> 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at >> /opt/rt3/bin/webmux.pl line 148 >> eval {...} called at /opt/rt3/bin/webmux.pl line 148 >> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)') >> called at -e line 0 >> eval {...} called at -e line 0 >> (/usr/lib/perl5/5.8.8/Carp.pm:272) >> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >> MySQL server has gone away at >> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67. >> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67) >> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed: >> MySQL server has gone away at >> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. >> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71) >> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 >> >> >> -- >> >> >> >> >> >> 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 >> >> > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: kbensch.vcf Type: text/x-vcard Size: 179 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Sun Oct 26 16:55:32 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sun, 26 Oct 2008 16:55:32 -0400 Subject: [rt-users] Muckintrash attachments Message-ID: Has anybody noticed "duplicate" attachments for what appears to be Mac meta-data popping up on tickets in RT? Anyone have a ready-made solution for preventing/culling them? Some of my local users are confused by the similar entries... Cheers! -- Cambridge Energy Alliance: Save money & the planet From jesse at bestpractical.com Sun Oct 26 17:55:26 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 26 Oct 2008 14:55:26 -0700 Subject: [rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow? In-Reply-To: <48FF4C2B.6070108@ultra-secure.de> References: <48FF4C2B.6070108@ultra-secure.de> Message-ID: <20081026215526.GD2343@31b.lan> On Wed 22.Oct'08 at 17:52:11 +0200, Rainer Duffner wrote: > Hi, > > one thing that new users esp. seem to be missing is the possibility to > display the name of the requestor on the screen where you compose the mail. > Sometimes, our staff creates tickets on customer's behalf, sometimes not. > So, you've got to watch when you type a "reply" and when it's just a > "comment". > > Can this be done relatively easily? > > Searching the wiki didn't give any obvious candidates... Try out the 'ajaxy reply page' extension in the bps-public svn repository. That might do it for you. -j > > Rainer > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From slackamp at gmail.com Mon Oct 27 00:38:51 2008 From: slackamp at gmail.com (slamp slamp) Date: Mon, 27 Oct 2008 00:38:51 -0400 Subject: [rt-users] new install 3.8.1 old database Message-ID: <78926d250810262138q30cbb849nfa756ce6be15be59@mail.gmail.com> hello everyone, i installed rt to a new directory and new database. imported all data from my old database and i am not able to login. what can i be doing wrong? mysqldumped the old database for 3.6.7. installed 3.8.1 to different dir and database. imported mysqldumped db from 3.6.7 to 3.8.1 restarted httpd (after updating the new location) i am unable to login. From chaim.rieger at gmail.com Mon Oct 27 00:42:08 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Mon, 27 Oct 2008 04:42:08 +0000 Subject: [rt-users] new install 3.8.1 old database Message-ID: <748757609-1225082532-cardhu_decombobulator_blackberry.rim.net-339535820-@bxe262.bisx.prod.on.blackberry> Did you run the updates on the old database ? ------Original Message------ From: slamp slamp Sender: To: rt-users at lists.bestpractical.com Sent: Oct 26, 2008 21:38 Subject: [rt-users] new install 3.8.1 old database hello everyone, i installed rt to a new directory and new database. imported all data from my old database and i am not able to login. what can i be doing wrong? mysqldumped the old database for 3.6.7. installed 3.8.1 to different dir and database. imported mysqldumped db from 3.6.7 to 3.8.1 restarted httpd (after updating the new location) i am unable to login. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Sent via BlackBerry from T-Mobile From odhiambo at gmail.com Mon Oct 27 01:16:52 2008 From: odhiambo at gmail.com (Odhiambo Washington) Date: Mon, 27 Oct 2008 08:16:52 +0300 Subject: [rt-users] new install 3.8.1 old database In-Reply-To: <78926d250810262138q30cbb849nfa756ce6be15be59@mail.gmail.com> References: <78926d250810262138q30cbb849nfa756ce6be15be59@mail.gmail.com> Message-ID: <991123400810262216o2f522020nf6485eda9d5faff2@mail.gmail.com> On Mon, Oct 27, 2008 at 7:38 AM, slamp slamp wrote: > hello everyone, i installed rt to a new directory and new database. > imported all data from my old database and i am not able to login. > what can i be doing wrong? > > mysqldumped the old database for 3.6.7. > > installed 3.8.1 to different dir and database. > > imported mysqldumped db from 3.6.7 to 3.8.1 > > restarted httpd (after updating the new location) > > i am unable to login. It's because you did NOT follow the instructions on UPGRADING:-) Once you do that "to the letter", I believe it will work. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "Life must be understood backwards; but... it must be lived forward." - Soren Kierkegaard "Oh My God! They killed init! You Bastards!" --from a /. post From stefan.lejeune at gmail.com Mon Oct 27 02:55:40 2008 From: stefan.lejeune at gmail.com (Stefan Le Jeune) Date: Mon, 27 Oct 2008 08:55:40 +0200 Subject: [rt-users] Condition scrip In-Reply-To: References: <7fd8e62a0810240204g5df46d37i47d93c1aada3cf80@mail.gmail.com> Message-ID: <7fd8e62a0810262355s2b5175cfuccf28658617e9392@mail.gmail.com> Hi Eli, On Fri, Oct 24, 2008 at 5:26 PM, Eli Altman wrote: > Stefan, RT may already be configured to do what you need right out of the box. I'd suggest learning more about Scrips and Templates when you have time. How much experience do you have with RT? > I've been using it for 6 months. I've managed to switch off scrips, create new ones and new templates. So not a total newbie but I haven't mastered the condition scripting. Maybe I did not explain my case too well. I want to initiate an email between my company and a customer and I want to track that conversation. So when I create the ticket the requestor will be me so I don't want to get the default "on create" email back to me. Then I want to go to the ticket and change the requestor from me to the person I want to email. Then I want to attach a document that is specific for that customer but the text in the body of the email will be the same for all customers. Something along the lines of "Please find attached an excel document with queries relating to your claim." (etc,etc). To save me (the company) having to create the email body text each time I was hoping that I could automate it somehow. My thought was to use a condition that would check if the status is going from "New" to "Open" and then send the template. You said: > Scrip Condition: On Open > Action: Notify Requestor > Template: > Stage: TransactionCreate I don't have an "On Open" condition in the condition drop down (In RT 3.6.7). But this could help me out maybe. Regards, Stefan >>I want to initiate a ticket and send a standard email out with an >>attachment that will be different each time. > > Please explain further "with an attachment that will be different each time." When a ticket is created, by default RT will send an email to the requestor using the 'Default Autoresponse template' This basically says something like, "Thank you for submitting a ticket." But you can customize it to say anything you'd like. > >>My thinking was as follows: >>Users creates new ticket in queue with a subject. >>Selects ticket and changes the requester to the person who will get the email. > > This should happen by default if the scrip action includes Notify Requestor (which it does for the standard AutoReply scrip) The ticket creator is usually the Requestor, unless that is overridden by a privileged user when the ticket is created through the WebUI or overridden using the CommandByEmail plugin. > >>Selects a reply on the ticket and attaches the document. > > Does the reply document need to be an actual attachment, or can it just be a canned response in the body of the email? Reason I'm asking, you can customize 'templates' to display whatever message you'd like in the RT emails. As earlier, the default email templates in RT are pretty good. I believe most of us use them with only a few modifications. Actually attaching a specific file to those emails may be more challenging, but not out of the question. > >>Now, instead of typing out the same email body every time or copying >>and pasting from an old one, I would like to use the scrips and >>templates to do that. >>I would think I need to put a condition to only send the template when >>the status is changing from New to Open. > > Scrip Condition: On Open > Action: Notify Requestor > Template: > Stage: TransactionCreate > >>As there could be further >>correspondence later I don't want the standard template to go out >>after the initial email. > > If you are saying you don't want the standard AutoReply going out when someone creates a ticket, you can simply disable that one Scrip by changing 'Stage' to 'Disabled' on the scrip responsible for the AutoReply. To sum up, you can create as many custom scrips and templates as you'd like, to be triggered by anything.. status changing to something specific, based on content of the subject, the content of the ticket itself, specific requestors, etc. > > Elias > > > From mike.peachey at jennic.com Mon Oct 27 05:55:21 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 27 Oct 2008 09:55:21 +0000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <4905E23B.E927.0018.0@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com> <49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com> <4905E23B.E927.0018.0@mbc.qld.edu.au> Message-ID: <49059009.5050401@jennic.com> Michael Mollard wrote: > Mike, > Let me know when you're up and about again. I've installed RT::Authen::ExternalAuth v.06_2 and now just logging in as local root generates this error. > > RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 73) This generally means that the User_Vendor.pm has not been found in the right place to make its methods available. UpdateFromExternal is an RT::User method, RT looks in User.pm and doesn't find it, ande then checks for its existence in User_Local.pm and User_Vendor.pm. Obviously it's just not finding or is unable to read User_Vendor.pm. File permissions perhaps? -- 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 bernhard.hansbauer at greentube.com Mon Oct 27 09:18:51 2008 From: bernhard.hansbauer at greentube.com (Bernhard Hansbauer) Date: Mon, 27 Oct 2008 14:18:51 +0100 Subject: [rt-users] Queue-specific RTFM articles won't work Message-ID: <4905BFBB.9070008@greentube.com> Hello, we are still struggling with setting up queue-specific RTFM articles, to no avail so far. Except setting up the article structure itself, is there anything else to be done? Do all articles have to be categorized to make this work? Do these articles have to be in a special class? Is it necessary to create any custom field to have the drop-down list shown? I would really appreciate any hint or experience! Submitting to rt-bugs did not bring any reaction... Bernhard From falcone at bestpractical.com Mon Oct 27 09:41:59 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 27 Oct 2008 09:41:59 -0400 Subject: [rt-users] RTFM: Can't call method "Id" on an undefined value In-Reply-To: <0A0EB19D-FD0F-483F-BF8D-009AB658CB14@ucla.edu> References: <0A0EB19D-FD0F-483F-BF8D-009AB658CB14@ucla.edu> Message-ID: On Oct 24, 2008, at 5:30 PM, James Kyle wrote: > RTFM installing was successful and in all other respects appears to be > functioning fine (same with RT). > > First: click Reply to a RT ticket, select a given RTFM from the drop > down, then click "Go" to apply it. This works as expected. > > Next: Click "update". > > A blank page with the following error is displayed: https://domain.com/rt/Ticket/Update.html > > Can't call method "Id" on an undefined value at /opt/rt3/local/ > plugins/ > RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 134. You don't say what versions of RT/RTFM you're using, but this sounds like you have a bogus Link in the system. This should be *harder* to do with rt3.8.1 and rtfm2.4.0 but was very easy to do with earlier versions. If you changed your $Organization setting it might also cause a problem. Try turning on LogStackTraces and maybe you'll be able to see what is being passed into the uri parsing routine and failing. -kevin > However, the reply is successfully logged and any notifications emails > are sent out correctly. > > Here's the function referred to in the error: > http://pastebin.com/m2e7d01c8 > > Any help greatly appreciated, > > james kyle > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kschmitte at voiceobjects.com Mon Oct 27 10:30:33 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Mon, 27 Oct 2008 07:30:33 -0700 (PDT) Subject: [rt-users] Getting the owner of a ticket fails? In-Reply-To: <20150417.post@talk.nabble.com> References: <20094432.post@talk.nabble.com> <589c94400810212044o4d4a5f1al7732b87aafd10c51@mail.gmail.com> <20150417.post@talk.nabble.com> Message-ID: <20188856.post@talk.nabble.com> Ok. That didn't make it either. I get the same logging: Oct 27 14:45:23 support RT: Scrip Auto-Take started. Owner: 10 to be assigned to 22 ((eval 3065):11) Oct 27 14:45:23 support RT: Auto assign ticket #124 to user #22 ((eval 3065):33) Oct 27 14:45:24 support RT: #124/2807 - Scrip 2 Notify Owner on Owner Change (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) Oct 27 14:45:24 support RT: sent To: me at .com (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) Oct 27 14:45:52 support RT: Scrip Auto-Take started. Owner: 10 to be assigned to 22 ((eval 497):11) Oct 27 14:45:52 support RT: Auto assign ticket #124 to user #22 ((eval 497):33) Oct 27 14:45:53 support RT: #124/2810 - Scrip 2 Notify Owner on Owner Change (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) Oct 27 14:45:53 support RT: sent To: me at .com (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) When I now look with 2 users into RT, I can see the following behaviour: 1) My user1 opens a ticket and chooses "Reply" user2 sees the ticket owned by nobody 2) user1 gets a mail "Ticket assigned to you" even after a refresh user2 sees the ticket owned by nobody 3) user1 sends the response after a refresh user2 sees the ticket owned by user1 The message for the owner change tells me that the owner change was successful. Is there a way to find out why this happens? Or may it be connected with the owner dropdown in a response? When I open the response, the owner is shown as nobody. As the script then sets the owner to my user, could it be that the owner is set to nobody again on submit of my response - and then to me again? When I set the owner to myself in the dropdown in the response page, I get three notifications. That's also weird, as I would expect that in this case the owner is definitly set - and the third notification should not be sent. Or does RT load all objects in a cache on reply (and takes every information from this cache as long as the action is not completed)? In this case I should be able to set a temporary variable to track if there has been a second call to the scrip? Thanks for any help! Kai -- View this message in context: http://www.nabble.com/Getting-the-owner-of-a-ticket-fails--tp20094432p20188856.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From eli at gmnameplate.com Mon Oct 27 12:34:14 2008 From: eli at gmnameplate.com (Eli Altman) Date: Mon, 27 Oct 2008 09:34:14 -0700 Subject: [rt-users] Condition scrip In-Reply-To: <7fd8e62a0810262355s2b5175cfuccf28658617e9392@mail.gmail.com> References: <7fd8e62a0810240204g5df46d37i47d93c1aada3cf80@mail.gmail.com> , <7fd8e62a0810262355s2b5175cfuccf28658617e9392@mail.gmail.com> Message-ID: I'm curious what you mean by 'when I create the ticket the requestor will be me..' If you create the ticket through the WebUI and you have any privileges, you should be able to manually type in a requestor. Otherwise, when you create a ticket through email, and you have CommandByEmail installed, you should just set the first line of your email to 'Requestor: emailaddress' and it will set the requestor before any scrips even get to look at it. If this is the only reason you don't want an AutoReply being sent, this will make it go to the customer.. a comforting email to get IMO. I might understand what you're trying to do here. You'd like to start a conversation with a customer through RT and converse with them while having everything logged in history (which happens by default when you create a ticket and 'Reply' or correspond with them) Then, at some time in the conversation you'd like to send them an email with an attached file that you create specifically for them. There are ways of doing this, but to start I'll give you a few things to think about. Will you be using RT in a normal way at any point in the future (customer emails RT, gets an autoreply, staff gets notification, maybe emails back and forth a couple of times with the customer, fixes problem and resolves the ticket) Or do you plan using this one workflow as you just described, for ever? You'll need to get into Queue based scrips, Queue based templates, and possibly the RT-Attach-Message special template header. You'll want to simplify the correspondence template add the employees username to the top so the customer will know who they are talking to. If you'd like the RealName of the staff member to show up, it will require more effort. The replyto and from email address from these emails cannot be changed from your RT email, as you need all of the email correspondence to go through RT and be logged into that specific ticket in the subject of the email. Another thing to think about, is whether or not 'RT-Attach-Message: yes' will do what you need it to do. I've found that this special header will only attach files that are in the most recent transaction. Like if someone just created a ticket by email, and they attached a file to that initial email, the template to notify staff that a new ticket has been created can include that special header. In this case, it would simply attach initial attached file to the outgoing email to the staff. If that template is used for something else completely later (like a status change or something basic) it won't attach anything. I'm using 3.8.1 and wanted something similar what you're looking for. I wanted a specific template to include EVERY attachment from the ticket to the outgoing email. I had to modify maybe three files to get this working, allowing a new special header 'RT-Attach-All: yes' to do this. http://wiki.bestpractical.com/view/Template According to the wiki, it should do this but I was unable to make it work as I needed. If you find that in the end you'll need to do this mod, I'll help you. My concern is that you may not be up to speed enough on RT basics to apply this mod without breaking your installation. Elias ________________________________________ From: Stefan Le Jeune [stefan.lejeune at gmail.com] Sent: Sunday, October 26, 2008 11:55 PM To: Eli Altman Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Condition scrip Hi Eli, On Fri, Oct 24, 2008 at 5:26 PM, Eli Altman wrote: > Stefan, RT may already be configured to do what you need right out of the box. I'd suggest learning more about Scrips and Templates when you have time. How much experience do you have with RT? > I've been using it for 6 months. I've managed to switch off scrips, create new ones and new templates. So not a total newbie but I haven't mastered the condition scripting. Maybe I did not explain my case too well. I want to initiate an email between my company and a customer and I want to track that conversation. So when I create the ticket the requestor will be me so I don't want to get the default "on create" email back to me. Then I want to go to the ticket and change the requestor from me to the person I want to email. Then I want to attach a document that is specific for that customer but the text in the body of the email will be the same for all customers. Something along the lines of "Please find attached an excel document with queries relating to your claim." (etc,etc). To save me (the company) having to create the email body text each time I was hoping that I could automate it somehow. My thought was to use a condition that would check if the status is going from "New" to "Open" and then send the template. You said: > Scrip Condition: On Open > Action: Notify Requestor > Template: > Stage: TransactionCreate I don't have an "On Open" condition in the condition drop down (In RT 3.6.7). But this could help me out maybe. Regards, Stefan >>I want to initiate a ticket and send a standard email out with an >>attachment that will be different each time. > > Please explain further "with an attachment that will be different each time." When a ticket is created, by default RT will send an email to the requestor using the 'Default Autoresponse template' This basically says something like, "Thank you for submitting a ticket." But you can customize it to say anything you'd like. > >>My thinking was as follows: >>Users creates new ticket in queue with a subject. >>Selects ticket and changes the requester to the person who will get the email. > > This should happen by default if the scrip action includes Notify Requestor (which it does for the standard AutoReply scrip) The ticket creator is usually the Requestor, unless that is overridden by a privileged user when the ticket is created through the WebUI or overridden using the CommandByEmail plugin. > >>Selects a reply on the ticket and attaches the document. > > Does the reply document need to be an actual attachment, or can it just be a canned response in the body of the email? Reason I'm asking, you can customize 'templates' to display whatever message you'd like in the RT emails. As earlier, the default email templates in RT are pretty good. I believe most of us use them with only a few modifications. Actually attaching a specific file to those emails may be more challenging, but not out of the question. > >>Now, instead of typing out the same email body every time or copying >>and pasting from an old one, I would like to use the scrips and >>templates to do that. >>I would think I need to put a condition to only send the template when >>the status is changing from New to Open. > > Scrip Condition: On Open > Action: Notify Requestor > Template: > Stage: TransactionCreate > >>As there could be further >>correspondence later I don't want the standard template to go out >>after the initial email. > > If you are saying you don't want the standard AutoReply going out when someone creates a ticket, you can simply disable that one Scrip by changing 'Stage' to 'Disabled' on the scrip responsible for the AutoReply. To sum up, you can create as many custom scrips and templates as you'd like, to be triggered by anything.. status changing to something specific, based on content of the subject, the content of the ticket itself, specific requestors, etc. > > Elias > > > From jpierce at cambridgeenergyalliance.org Mon Oct 27 12:35:12 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 27 Oct 2008 12:35:12 -0400 Subject: [rt-users] [patch] Add minimum to shredder Message-ID: Not an elegant solution to the Mac meta-data problem, but at least it allows one to clear out problem attachments by allowing you to search for tiny attachments rather than just giant ones; now if only there were a duplicate attachment hard-linker... ;-) Next I think I'll try amending html2mime to discard the smaller of a pair of duplicate named attachments if it is less than 2k & 10% of the larger. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- A non-text attachment was scrubbed... Name: short-shred.patch Type: text/x-patch Size: 2224 bytes Desc: not available URL: From dazman at stickk.com Mon Oct 27 12:41:28 2008 From: dazman at stickk.com (Darren Azman) Date: Mon, 27 Oct 2008 12:41:28 -0400 Subject: [rt-users] Requestors receiving blank email after all replies Message-ID: <00bb01c93852$dc03f390$940bdab0$@com> Hi, We are having some trouble with using RT. Here is what is happening: 1. Customer sends in email 2. Customer receives auto-reply from us 3. We reply to customer 4. Customer replies to our email 5. Immediately after customer replies to our email, they receive a blank email from us with previous correspondence There are 6 scrips we use (3 global and 3 queue specific) Scrip 1 Condition: On Create Action: Notify AdminCcs Template: Global template: Correspondence Stage: TransactionCreate Scrip 2 Condition: On Comment Action: Notify AdminCcs as Comment Template: Global template: Correspondence Stage: TransactionCreate Scrip 3 Condition: On Correspond Action: Open Tickets Template: Global template: Blank Stage: TransactionCreate Scrip 4 Condition: On Corresond Action: Notify AdminCcs Template: Correspondence Stage: TransactionCreate Scrip 5 Condition: On Create Action: Autoreply to Requestors Template: Auto Reply Stage: TransactionCreate Scrip 6 Condition: On Correspond Action: Notify Requestors Template: Correspondence Stage: TransactionCreate Please let me know if more info. is necessary. Thanks!!! Darren Azman Director of Business Development stickK.com, LLC tel: (866) 5-stickK ex.106 fax: (347) 584-1818 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Mon Oct 27 12:57:07 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 27 Oct 2008 12:57:07 -0400 Subject: [rt-users] Requestors receiving blank email after all replies In-Reply-To: <00bb01c93852$dc03f390$940bdab0$@com> References: <00bb01c93852$dc03f390$940bdab0$@com> Message-ID: On Mon, 27 Oct 2008 12:41:28 -0400, Darren Azman wrote: > Hi, > > > We are having some trouble with using RT. Here is what is happening: > > > 1. Customer sends in email > 2. Customer receives auto-reply from us > 3. We reply to customer > 4. Customer replies to our email > 5. Immediately after customer replies to our email, they receive a > blank email from us with previous correspondence > What is your NotifyActor setting in the config file? Steve From jameskyle at ucla.edu Mon Oct 27 13:08:52 2008 From: jameskyle at ucla.edu (James Kyle) Date: Mon, 27 Oct 2008 10:08:52 -0700 Subject: [rt-users] [RESOLVED] RTFM: Can't call method "Id" on an undefined value References: Message-ID: > You don't say what versions of RT/RTFM you're using, but this sounds > like you > have a bogus Link in the system. This should be *harder* to do with > rt3.8.1 and > rtfm2.4.0 but was very easy to do with earlier versions. My apologies, the versions are: RT => 3.8.1 RTFM => 2.4.0 > > > If you changed your $Organization setting it might also cause a > problem. > > Try turning on LogStackTraces and maybe you'll be able to see what > is being passed into the uri parsing routine and failing. This did the trick. I was immediately able to see issue. It was related to the Organization as you suspected. Resolved. -james From ruz at bestpractical.com Mon Oct 27 13:39:59 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 27 Oct 2008 20:39:59 +0300 Subject: [rt-users] Stale data in CachedGroupMembers In-Reply-To: <7E9D6C6D-4940-4452-9DD5-583E099B5552@sanger.ac.uk> References: <7E9D6C6D-4940-4452-9DD5-583E099B5552@sanger.ac.uk> Message-ID: <589c94400810271039h6988da1qf2d7af7703fc3f27@mail.gmail.com> New reimplementation of rt-validator landed in the repository and will be shipped with RT 3.8.2. It can resurrect CachedGroupMembers table from information in other tables. On Thu, Oct 23, 2008 at 2:29 PM, Tim Cutts wrote: > Hi folks, > > I've got a problem with my RT 3.4.4 instance (yes, I know, I really am > planning to upgrade soon). New tickets entering our main entrypoint > queue are not emailing the right Queue AdminCc people. When I started > poking around in the database to work out why, I discovered that the > CachedGroupMembers table has incorrect data for the Queue AdminCc > group role for the queue in question. Quite apart from wondering how > it got like that, what's the correct procedure for fixing the data? > > If I delete the rows for that particular GroupId from that table, will > it be updated the next time something in RT needs to know about that > group? > > 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. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jameskyle at ucla.edu Mon Oct 27 14:53:20 2008 From: jameskyle at ucla.edu (James Kyle) Date: Mon, 27 Oct 2008 11:53:20 -0700 Subject: [rt-users] odd number of elements in hash assignment when generating RSS Message-ID: <6449B929-69DB-4F17-A7C6-51BE5A0EF4F1@ucla.edu> When I click the RSS link, I receive the following error: > [warning]: Odd number of elements in hash assignment at /opt/rt3/ > bin/../lib/RT/Date.pm line 528. (/opt/rt3/bin/../lib/RT/Date.pm:528) The full backtrace is found here: http://pastebin.com/m54be3171 RT => 3.8.1 RTFM => 2.4.0 -james From gleduc at mail.sdsu.edu Mon Oct 27 15:24:20 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 27 Oct 2008 12:24:20 -0700 Subject: [rt-users] help with scrip In-Reply-To: <48FC2AED.90207@science-computing.de> References: <48F756AD.9050700@science-computing.de> <48F75E6A.4090508@science-computing.de> <6.2.1.2.2.20081016100042.026d4798@mail.sdsu.edu> <48F86208.1030000@science-computing.de> <6.2.1.2.2.20081017092051.0272b668@mail.sdsu.edu> <48FC2AED.90207@science-computing.de> Message-ID: <6.2.1.2.2.20081027121744.029052c8@mail.sdsu.edu> Hi Violetta, I've been on vacation so I didn't see your message until today. I'm confused by your mail because there was no "unless" clause in any of the code that I saw or suggested. The snippet you included doesn't have one either - it's a simple "if" conditional: if ( A && ! (B || C) ) { do_this; and_this; } Where is the "unless" clause coming from? Gene At 11:53 PM 10/19/2008, Violetta Wawryk wrote: >Hi Gene, > >good idea, thanks. But didn't work either. The scip is than always >applicable and always applies the customfield which it should not do. *args* > >I also tried unless, but than I get the errormessage: > >Scrip 17 IsApplicable failed: syntax error at (eval 950) line 1, near >"->Subject unless" > >So I guess this strange perl doesn't know unless. > >Somehow I cannot believe that noone ever tried something like this. > >Frustated Greetings >Violetta > > >Gene LeDuc schrieb: >>Hi Violetta, >>Try this: >>if ( $self->TransactionObj->Type eq "Create" && >> ! ( $self->TicketObj->Subject =~ /proje[c|k]t: /i || >> $self->TicketObj->Subject =~ /akut: /i ) ) >>Regards, >>Gene > > >-- >Gene LeDuc, GSEC >Security Analyst >San Diego State University From KFCrocker at lbl.gov Mon Oct 27 15:35:40 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 27 Oct 2008 12:35:40 -0700 Subject: [rt-users] Setting Ticket Owner name Message-ID: <4906180C.8070809@lbl.gov> To all, I'm trying to pre-set a ticket owner based on the value of an incoming CF that is set during ticket creation. What I have is this Condition: On Create Action: User-Defined Template: Blank Stage: TransactionBatch Custom Action Prep Code: my $ticket = $self->TicketObj; return unless ($ticket->OwnerObj->Name() eq 'Nobody' ); Custom Action Cleanup Code: # set up variables my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $org = $ticket->FirstCustomFieldValue('CF Name') # condition setting owner ID on value of CF CF Name if ($org = 'XXX') { $ticket->SetOwner->Name('Persons User Name1', 'Force'); } elseif ($org = 'XY XY') { $ticket->SetOwner->Name('Persons User Name2', 'Force'); } return 1; The ticket owner is not being set. The ticket is created and all other fields, including the CF, are being created. Any ideas? Thanks. Kenn LBNL From sturner at MIT.EDU Mon Oct 27 15:44:52 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 27 Oct 2008 15:44:52 -0400 Subject: [rt-users] Setting Ticket Owner name In-Reply-To: <4906180C.8070809@lbl.gov> References: <4906180C.8070809@lbl.gov> Message-ID: Kenn, On Mon, 27 Oct 2008 15:35:40 -0400, Kenneth Crocker wrote: > > Custom Action Prep Code: > > my $ticket = $self->TicketObj; > return unless ($ticket->OwnerObj->Name() eq 'Nobody' ); > You'll need to return 1 if you want to continue to action cleanup, 0 otherwise. > Custom Action Cleanup Code: > > $ticket->SetOwner->Name('Persons User Name1', 'Force'); I think this should work: $ticket->SetOwner ('Persons User Name1', 'Force'); Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From phalenor at gmail.com Mon Oct 27 15:54:39 2008 From: phalenor at gmail.com (Andy Cobaugh) Date: Mon, 27 Oct 2008 15:54:39 -0400 (EDT) Subject: [rt-users] shipwright tarball for RT 3.8.1 ? Message-ID: Was there going to be a shipwright tarball for RT 3.8.1 ? I saw some mention of this a while back, but have only been able to find shipwright for 3.8.0. --andy From mpfraser at ndshq.com Mon Oct 27 22:46:38 2008 From: mpfraser at ndshq.com (Mark Fraser) Date: Mon, 27 Oct 2008 22:46:38 -0400 Subject: [rt-users] Assign a value from a custom field to another field in the "Create a new ticket" window. Message-ID: I have RT 3.8.1 currently installed and running. I have some programming skill in Perl, but am slightly weak on the HTML side. I am trying capture the value "Selected" in a custom selection field and assign it to another field, in this case, the "Initial priority" field. I created a custom field as suggested in the O'Reilly book called "Severity". I can create a simple line of code to change the value manually, but have not been able to capture the selected value. The line % $ARGS{InitialPriority} = 50; works OK right after line 180 of the original "html/Ticket/Create.html" script. I hope that this is not too trivial a question, as the answer will go a long way in my understanding the code in general. -- Mark P. Fraser Netstream -------------- next part -------------- An HTML attachment was scrubbed... URL: From MollardM at mbc.qld.edu.au Tue Oct 28 01:41:58 2008 From: MollardM at mbc.qld.edu.au (Michael Mollard) Date: Tue, 28 Oct 2008 15:41:58 +1000 Subject: [rt-users] RT::Authen::ExternalAuth question Message-ID: <490732C6.E927.0018.0@mbc.qld.edu.au> I'm running 3.8.1 on a clean SLES10SP2. I've installed 3.8.1 and it's root/password account works fine. I then downloaded and installed v.06_2 of RT-Authen-ExternalAuth (to try and get ldap auth working). Before I even try and test my Ldap authenticate/autocreate, I try logging in as root/password. In my browser I get this error. RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 73) Mike Peachey suggested this: This generally means that the User_Vendor.pm has not been found in the right place to make its methods available. UpdateFromExternal is an RT::User method, RT looks in User.pm and doesn't find it, ande then checks for its existence in User_Local.pm and User_Vendor.pm. Obviously it's just not finding or is unable to read User_Vendor.pm. My is /srv/www/vhosts/rt.mbc.qld.edu.au/ The ExternalAuth plugin was installed in: /local/plugins/RT-Authen-ExternalAuth/ and the only User_Vendor.pm in the whole structure is: /local/plugins/RT-Authen-ExternalAuth/lib/RT User.pm lives in: /lib/RT/User.pm and /lib/RT/Shredder/User.pm The v.06_2 ExternalAuth 'make install ' asked me for the location of RT.pm, and I typed: /lib Have you ever seen this error? I am at a loss where to start looking, there doesn't seem to be much in the log files. I've attached my RT_SiteConfig.pm and my system configuration from within RT. Any suggestions would be gratefully accepted. Much thanks. Michael Mollard Network Administrator Moreton Bay College mollardm at mbc.qld.edu.au http://www.mbc.qld.edu.au Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) -------------------------------------------------------------------------------- Disclaimer: Whilst every attempt has been made to ensure that material contained in this email is free from computer viruses or other defects, the attached files are provided, and may only be used, on the basis that the user assumes all responsibility for use of the material transmitted. This email is intended only for the use of the individual or entity names above and may contain information that is confidential and privileged. If you are not the intended recipient, please note that any dissemination, distribution or copying of this email is strictly prohibited. If you have received this email in error, please notify us immediately by return email or telephone 07 3390 8555 and destroy the original message. The contents of this message are provided without responsibility in law for their accuracy or otherwise, and without assumption of a duty of care by the School. -------------------------------------------------------------------------------- -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: systemconfig.txt URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm.20081028 Type: application/octet-stream Size: 6458 bytes Desc: not available URL: From stefan.lejeune at gmail.com Tue Oct 28 03:57:08 2008 From: stefan.lejeune at gmail.com (Stefan Le Jeune) Date: Tue, 28 Oct 2008 09:57:08 +0200 Subject: [rt-users] Condition scrip In-Reply-To: References: <7fd8e62a0810240204g5df46d37i47d93c1aada3cf80@mail.gmail.com> <7fd8e62a0810262355s2b5175cfuccf28658617e9392@mail.gmail.com> Message-ID: <7fd8e62a0810280057i49b6930bp16c86d6521b7501c@mail.gmail.com> Hi Eli, I was looking at the "Quick ticket creation" at the bottom instead of the "new ticket in" button at the top right. With that option I can change the requestor. Sorry for the confusion. Now I can create a scrip for the queue "On create". Your information below is very helpful and I should be able to work from here (Hopefully!). Thanks, Stefan On Mon, Oct 27, 2008 at 6:34 PM, Eli Altman wrote: > I'm curious what you mean by 'when I create the ticket the requestor will be me..' If you create the ticket through the WebUI and you have any privileges, you should be able to manually type in a requestor. Otherwise, when you create a ticket through email, and you have CommandByEmail installed, you should just set the first line of your email to 'Requestor: emailaddress' and it will set the requestor before any scrips even get to look at it. If this is the only reason you don't want an AutoReply being sent, this will make it go to the customer.. a comforting email to get IMO. I might understand what you're trying to do here. You'd like to start a conversation with a customer through RT and converse with them while having everything logged in history (which happens by default when you create a ticket and 'Reply' or correspond with them) Then, at some time in the conversation you'd like to send them an email with an attached file that you create specifically for them. There are ways of doing this, but to start I'll give you a few things to think about. > > Will you be using RT in a normal way at any point in the future (customer emails RT, gets an autoreply, staff gets notification, maybe emails back and forth a couple of times with the customer, fixes problem and resolves the ticket) Or do you plan using this one workflow as you just described, for ever? > > You'll need to get into Queue based scrips, Queue based templates, and possibly the RT-Attach-Message special template header. You'll want to simplify the correspondence template add the employees username to the top so the customer will know who they are talking to. If you'd like the RealName of the staff member to show up, it will require more effort. The replyto and from email address from these emails cannot be changed from your RT email, as you need all of the email correspondence to go through RT and be logged into that specific ticket in the subject of the email. > > Another thing to think about, is whether or not 'RT-Attach-Message: yes' will do what you need it to do. I've found that this special header will only attach files that are in the most recent transaction. Like if someone just created a ticket by email, and they attached a file to that initial email, the template to notify staff that a new ticket has been created can include that special header. In this case, it would simply attach initial attached file to the outgoing email to the staff. If that template is used for something else completely later (like a status change or something basic) it won't attach anything. I'm using 3.8.1 and wanted something similar what you're looking for. I wanted a specific template to include EVERY attachment from the ticket to the outgoing email. I had to modify maybe three files to get this working, allowing a new special header 'RT-Attach-All: yes' to do this. > > http://wiki.bestpractical.com/view/Template > > According to the wiki, it should do this but I was unable to make it work as I needed. > > If you find that in the end you'll need to do this mod, I'll help you. My concern is that you may not be up to speed enough on RT basics to apply this mod without breaking your installation. > > Elias > > ________________________________________ > From: Stefan Le Jeune [stefan.lejeune at gmail.com] > Sent: Sunday, October 26, 2008 11:55 PM > To: Eli Altman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Condition scrip > > Hi Eli, > > > On Fri, Oct 24, 2008 at 5:26 PM, Eli Altman wrote: >> Stefan, RT may already be configured to do what you need right out of the box. I'd suggest learning more about Scrips and Templates when you have time. How much experience do you have with RT? >> > I've been using it for 6 months. I've managed to switch off scrips, > create new ones and new templates. So not a total newbie but I > haven't mastered the condition scripting. > > Maybe I did not explain my case too well. > > I want to initiate an email between my company and a customer and I > want to track that conversation. So when I create the ticket the > requestor will be me so I don't want to get the default "on create" > email back to me. > Then I want to go to the ticket and change the requestor from me to > the person I want to email. > Then I want to attach a document that is specific for that customer > but the text in the body of the email will be the same for all > customers. Something along the lines of "Please find attached an > excel document with queries relating to your claim." (etc,etc). > > To save me (the company) having to create the email body text each > time I was hoping that I could automate it somehow. My thought was to > use a condition that would check if the status is going from "New" to > "Open" and then send the template. > > You said: >> Scrip Condition: On Open >> Action: Notify Requestor >> Template: >> Stage: TransactionCreate > > I don't have an "On Open" condition in the condition drop down (In RT > 3.6.7). But this could help me out maybe. > > > Regards, > Stefan > > >>>I want to initiate a ticket and send a standard email out with an >>>attachment that will be different each time. >> >> Please explain further "with an attachment that will be different each time." When a ticket is created, by default RT will send an email to the requestor using the 'Default Autoresponse template' This basically says something like, "Thank you for submitting a ticket." But you can customize it to say anything you'd like. >> >>>My thinking was as follows: >>>Users creates new ticket in queue with a subject. >>>Selects ticket and changes the requester to the person who will get the email. >> >> This should happen by default if the scrip action includes Notify Requestor (which it does for the standard AutoReply scrip) The ticket creator is usually the Requestor, unless that is overridden by a privileged user when the ticket is created through the WebUI or overridden using the CommandByEmail plugin. >> >>>Selects a reply on the ticket and attaches the document. >> >> Does the reply document need to be an actual attachment, or can it just be a canned response in the body of the email? Reason I'm asking, you can customize 'templates' to display whatever message you'd like in the RT emails. As earlier, the default email templates in RT are pretty good. I believe most of us use them with only a few modifications. Actually attaching a specific file to those emails may be more challenging, but not out of the question. >> >>>Now, instead of typing out the same email body every time or copying >>>and pasting from an old one, I would like to use the scrips and >>>templates to do that. >>>I would think I need to put a condition to only send the template when >>>the status is changing from New to Open. >> >> Scrip Condition: On Open >> Action: Notify Requestor >> Template: >> Stage: TransactionCreate >> >>>As there could be further >>>correspondence later I don't want the standard template to go out >>>after the initial email. >> >> If you are saying you don't want the standard AutoReply going out when someone creates a ticket, you can simply disable that one Scrip by changing 'Stage' to 'Disabled' on the scrip responsible for the AutoReply. To sum up, you can create as many custom scrips and templates as you'd like, to be triggered by anything.. status changing to something specific, based on content of the subject, the content of the ticket itself, specific requestors, etc. >> >> Elias >> >> >> > From stefan.lejeune at gmail.com Tue Oct 28 04:25:36 2008 From: stefan.lejeune at gmail.com (Stefan Le Jeune) Date: Tue, 28 Oct 2008 10:25:36 +0200 Subject: [rt-users] Duplicate emails being sent out to bcc Message-ID: <7fd8e62a0810280125u445657ccpdfc66ed6e39f884c@mail.gmail.com> Hi, I'm using RT 3.6.7. Our users sometimes put an internal email in the bcc when replying to a requestor. I have found that sometimes the bcc recipient receives the email twice. Looking at the history of the ticket, I see the following: # Mon Oct 27 15:31:48 2008 RT_System - Status changed from 'new' to 'open' # Mon Oct 27 15:31:48 2008 RT_System - Outgoing email recorded [Show] # Mon Oct 27 15:31:48 2008 RT_System - Outgoing email recorded [Show] # Mon Oct 27 15:31:48 2008 RT_System - Outgoing email recorded [Show] # Mon Oct 27 15:31:51 2008 pstringer - Status changed from 'open' to 'resolved' Clicking on the first two "Show" buttons shows me the emails sent to the bcc. They are identical except for the Message-ID: Message-ID: Message-ID: The third "Show" shows me the email to the requestor with the following Message-ID: Message-ID: The other difference is the bcc mails are from the "user name via RT" and the requestor email is "Queue Name vi RT". Have I set up the queues incorrectly? Thanks for any help. Regards, Stefan From terence at deeproot.co.in Tue Oct 28 05:28:03 2008 From: terence at deeproot.co.in (Terence Monteiro) Date: Tue, 28 Oct 2008 14:58:03 +0530 Subject: [rt-users] RT::Authen::ExternalAuth question In-Reply-To: <490732C6.E927.0018.0@mbc.qld.edu.au> References: <490732C6.E927.0018.0@mbc.qld.edu.au> Message-ID: <4906DB23.7090207@deeproot.co.in> Hi Michael, Michael Mollard wrote: > I'm running 3.8.1 on a clean SLES10SP2. I've installed 3.8.1 and it's root/password account works fine. > I then downloaded and installed v.06_2 of RT-Authen-ExternalAuth (to try and get ldap auth working). > Before I even try and test my Ldap authenticate/autocreate, I try logging in as root/password. > > In my browser I get this error. > > RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 73) I installed RT from the debian package, which installs everything in standard directories. When I installed the authentication module, it worked without a problem after I configured RT_SiteConfig.pm correctly. I was able to few errors I made in configuration by looking at the RT log. > > Mike Peachey suggested this: > This generally means that the User_Vendor.pm has not been found in the > right place to make its methods available. UpdateFromExternal is an > RT::User method, RT looks in User.pm and doesn't find it, ande then > checks for its existence in User_Local.pm and User_Vendor.pm. Obviously > it's just not finding or is unable to read User_Vendor.pm. > > My is > /srv/www/vhosts/rt.mbc.qld.edu.au/ > The ExternalAuth plugin was installed in: > /local/plugins/RT-Authen-ExternalAuth/ > and the only User_Vendor.pm in the whole structure is: > /local/plugins/RT-Authen-ExternalAuth/lib/RT > User.pm lives in: > /lib/RT/User.pm > and > /lib/RT/Shredder/User.pm > The v.06_2 ExternalAuth 'make install ' asked me for the location of RT.pm, and I typed: > /lib Have you installed RT by downloading the source? I suspect that the RT::Authen::ExternalAuth has not installed the User_Vendor.pm file in the correct directory. If you've installed RT from source, I think the file is meant to be installed in /local/lib/RT. Make sure it is installed there. I checked your RT_SiteConfig.pm. Since you have included configuration for LDAP authentication in your RT_SiteConfig.pm, RT is looking to authenticate with the parameters you have specified there. Make sure you have set your bind dn as your user in the config. Correct other errors in your configuration and restart your server and RT should authenticate users with their LDAP credentials. > > Have you ever seen this error? I am at a loss where to start looking, there doesn't seem to be much in the log files. I've attached my RT_SiteConfig.pm and my system configuration from within RT. > > Any suggestions would be gratefully accepted. > > Much thanks. > > > > Michael Mollard > Network Administrator > Moreton Bay College > mollardm at mbc.qld.edu.au > http://www.mbc.qld.edu.au > Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 > Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) > > > -------------------------------------------------------------------------------- > Disclaimer: Whilst every attempt has been made to ensure that material contained in this email is free from computer viruses or other defects, the attached files are provided, and may only be used, on the basis that the user assumes all responsibility for use of the material transmitted. This email is intended only for the use of the individual or entity names above and may contain information that is confidential and privileged. If you are not the intended recipient, please note that any dissemination, distribution or copying of this email is strictly prohibited. If you have received this email in error, please notify us immediately by return email or telephone 07 3390 8555 and destroy the original message. The contents of this message are provided without responsibility in law for their accuracy or otherwise, and without assumption of a duty of care by the 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 -- Thanks and Regards, Terence Monteiro. DeepRoot Linux, http://www.deeproot.in Ph: +91 (80) 4112 4781 / 84 / 85 Getting GNU/Linux to work for you. Faster. Better. Today. Every way From tthomas at local-motors.com Tue Oct 28 10:11:52 2008 From: tthomas at local-motors.com (Tim Thomas) Date: Tue, 28 Oct 2008 10:11:52 -0400 Subject: [rt-users] Can't revoke "superuser" right for "everyone" on RT 3.8.1 In-Reply-To: References: Message-ID: <28D8A2D9-13EE-416D-A3FA-221EDD61D8A5@local-motors.com> We are refining our security needs now as we expand, and want to revoke the global "superuser" right for the group "everyone", but RT refuses to revoke that right. I am logged in as root, and are using RT 3.8.1. Any suggestions short of going into the database to change this directly? Thanks, Tim From KFCrocker at lbl.gov Mon Oct 27 16:43:56 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 27 Oct 2008 16:43:56 -0400 Subject: [rt-users] Setting Ticket Owner name In-Reply-To: References: <4906180C.8070809@lbl.gov> Message-ID: <4906280C.2030400@lbl.gov> [forwarding to list] Stephen, I thought that "return unless" defaulted to "return 1 unless", but I changed it anyway. I tried your "set" code and that didn't work. Any other ideas? Kenn LBNL On 10/27/2008 12:44 PM, Stephen Turner wrote: > Kenn, > On Mon, 27 Oct 2008 15:35:40 -0400, Kenneth Crocker > wrote: >> >> Custom Action Prep Code: >> >> my $ticket = $self->TicketObj; >> return unless ($ticket->OwnerObj->Name() eq 'Nobody' ); >> > You'll need to return 1 if you want to continue to action cleanup, 0 > otherwise. > >> Custom Action Cleanup Code: >> >> $ticket->SetOwner->Name('Persons User Name1', 'Force'); > I think this should work: > $ticket->SetOwner ('Persons User Name1', 'Force'); > Steve > From jv11 at cornell.edu Tue Oct 28 11:18:57 2008 From: jv11 at cornell.edu (Joy Veronneau) Date: Tue, 28 Oct 2008 11:18:57 -0400 Subject: [rt-users] problem upgrading to 3.8.1: slow when I click on "new search" Message-ID: <101641B4-A608-48EC-8D26-1B82DC784AD4@cornell.edu> Hi, I am upgrading to RT 3.8.1 on an ubuntu vm. Everything seems to be working ok except that when I click on Tickets->New Search, the response time is very slow. Other functions seem lightning fast! I am running mysql-server 5.0.51a-3ubuntu5.1. I am wondering if anyone has any tips as to how I can improve the speed of Tickets->New Search? Thanks so much:) Joy From ruz at bestpractical.com Tue Oct 28 12:43:51 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 28 Oct 2008 19:43:51 +0300 Subject: [rt-users] Can't revoke "superuser" right for "everyone" on RT 3.8.1 In-Reply-To: <28D8A2D9-13EE-416D-A3FA-221EDD61D8A5@local-motors.com> References: <28D8A2D9-13EE-416D-A3FA-221EDD61D8A5@local-motors.com> Message-ID: <589c94400810280943g4ad44fb4rc917de0a066d4bcc@mail.gmail.com> Just made a test: granted everyone with SuperUser, then revoked it and everything went fine. I do believe that RT can refuse such operation if user has no personal SuperUser right when you're revoking global. On Tue, Oct 28, 2008 at 5:11 PM, Tim Thomas wrote: > We are refining our security needs now as we expand, and want to > revoke the global "superuser" right for the group "everyone", but RT > refuses to revoke that right. I am logged in as root, and are using > RT 3.8.1. Any suggestions short of going into the database to change > this directly? > > Thanks, > Tim > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Oct 28 12:47:13 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 28 Oct 2008 19:47:13 +0300 Subject: [rt-users] problem upgrading to 3.8.1: slow when I click on "new search" In-Reply-To: <101641B4-A608-48EC-8D26-1B82DC784AD4@cornell.edu> References: <101641B4-A608-48EC-8D26-1B82DC784AD4@cornell.edu> Message-ID: <589c94400810280947u269cfdf3m497b0c55a2588b08@mail.gmail.com> Is select box with owners very long? On Tue, Oct 28, 2008 at 6:18 PM, Joy Veronneau wrote: > Hi, > > I am upgrading to RT 3.8.1 on an ubuntu vm. Everything seems to be > working ok except that when I click on Tickets->New Search, the > response time is very slow. Other functions seem lightning fast! > > I am running mysql-server 5.0.51a-3ubuntu5.1. > > I am wondering if anyone has any tips as to how I can improve the > speed of Tickets->New Search? > > Thanks so much:) > > Joy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jameskyle at ucla.edu Tue Oct 28 13:44:07 2008 From: jameskyle at ucla.edu (James Kyle) Date: Tue, 28 Oct 2008 10:44:07 -0700 Subject: [rt-users] odd number of elements in hash assignment when generating RSS In-Reply-To: References: <6449B929-69DB-4F17-A7C6-51BE5A0EF4F1@ucla.edu> Message-ID: <25EFEE7F-E0A0-4FB5-AE05-1016350EC55A@ucla.edu> Once again, many thanks. On Oct 28, 2008, at 10:06 AM, Kevin Falcone wrote: > > On Oct 27, 2008, at 2:53 PM, James Kyle wrote: > >> When I click the RSS link, I receive the following error: >> >>> [warning]: Odd number of elements in hash assignment at /opt/rt3/ >>> bin/../lib/RT/Date.pm line 528. (/opt/rt3/bin/../lib/RT/Date.pm:528) >> >> The full backtrace is found here: >> >> http://pastebin.com/m54be3171 >> >> RT => 3.8.1 >> RTFM => 2.4.0 > > This appears resolved in svn head for 3.8 > If you want to make a local patch, try changing Date('RFC2822') to a > call > to the RFC2822 method in Results.rdf (there appear to be a few other > cleanups available in svn) > > -kevin From falcone at bestpractical.com Tue Oct 28 14:11:16 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 Oct 2008 14:11:16 -0400 Subject: [rt-users] RT::Authen::ExternalAuth question In-Reply-To: <4906DB23.7090207@deeproot.co.in> References: <490732C6.E927.0018.0@mbc.qld.edu.au> <4906DB23.7090207@deeproot.co.in> Message-ID: <6083A3D7-3DB9-440C-BD45-98AB5D500A97@bestpractical.com> On Oct 28, 2008, at 5:28 AM, Terence Monteiro wrote: > Hi Michael, > > Michael Mollard wrote: >> I'm running 3.8.1 on a clean SLES10SP2. I've installed 3.8.1 and >> it's root/password account works fine. >> I then downloaded and installed v.06_2 of RT-Authen-ExternalAuth >> (to try and get ldap auth working). >> Before I even try and test my Ldap authenticate/autocreate, I try >> logging in as root/password. >> >> In my browser I get this error. >> >> RT::User::UpdateFromExternal Unimplemented in >> HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/ >> plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/ >> autohandler/Auth line 73) > > I installed RT from the debian package, which installs everything in > standard directories. When I installed the authentication module, it > worked > without a problem after I configured RT_SiteConfig.pm correctly. I > was able > to few errors I made in configuration by looking at the RT log. > >> >> Mike Peachey suggested this: >> This generally means that the User_Vendor.pm has not been found in >> the >> right place to make its methods available. UpdateFromExternal is an >> RT::User method, RT looks in User.pm and doesn't find it, ande then >> checks for its existence in User_Local.pm and User_Vendor.pm. >> Obviously >> it's just not finding or is unable to read User_Vendor.pm. >> >> My is >> /srv/www/vhosts/rt.mbc.qld.edu.au/ >> The ExternalAuth plugin was installed in: >> /local/plugins/RT-Authen-ExternalAuth/ >> and the only User_Vendor.pm in the whole structure is: >> /local/plugins/RT-Authen-ExternalAuth/lib/RT >> User.pm lives in: >> /lib/RT/User.pm >> and >> /lib/RT/Shredder/User.pm >> The v.06_2 ExternalAuth 'make install ' asked me for the location >> of RT.pm, and I typed: >> /lib > > Have you installed RT by downloading the source? I suspect that the > RT::Authen::ExternalAuth has not installed the User_Vendor.pm file > in the > correct directory. If you've installed RT from source, I think the > file is > meant to be installed in /local/lib/RT. Make sure it is > installed > there. No, it shouldn't be installed in local/lib/RT anymore. Starting with 3.8 we've been trying to segregate the various parts of plugins by installing them in local/plugins/PLUGIN-NAME/ RT-Authen-ExternalAuth 0.05 shipped with a buggy installer that put the lib files in two places rather than just in local/plugins Since the SIteConfig correctly specified RT::Authen::ExternalAuth and the sysconfig shows that it made its way into @INC that should be fine. Michael: Is this a user that exists in RT already or that you're expecting to be autocreated at login time? -kevin > I checked your RT_SiteConfig.pm. Since you have included > configuration for > LDAP authentication in your RT_SiteConfig.pm, RT is looking to > authenticate > with the parameters you have specified there. Make sure you have set > your > bind dn as your user in the config. Correct other errors in your > configuration and restart your server and RT should authenticate > users with > their LDAP credentials. > >> >> Have you ever seen this error? I am at a loss where to start >> looking, there doesn't seem to be much in the log files. I've >> attached my RT_SiteConfig.pm and my system configuration from >> within RT. >> >> Any suggestions would be gratefully accepted. >> >> Much thanks. >> >> >> >> Michael Mollard >> Network Administrator >> Moreton Bay College >> mollardm at mbc.qld.edu.au >> http://www.mbc.qld.edu.au >> Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 >> Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) >> >> >> -------------------------------------------------------------------------------- >> Disclaimer: Whilst every attempt has been made to ensure that >> material contained in this email is free from computer viruses or >> other defects, the attached files are provided, and may only be >> used, on the basis that the user assumes all responsibility for use >> of the material transmitted. This email is intended only for the >> use of the individual or entity names above and may contain >> information that is confidential and privileged. If you are not the >> intended recipient, please note that any dissemination, >> distribution or copying of this email is strictly prohibited. If >> you have received this email in error, please notify us immediately >> by return email or telephone 07 3390 8555 and destroy the original >> message. The contents of this message are provided without >> responsibility in law for their accuracy or otherwise, and without >> assumption of a duty of care by the 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 > > > -- > Thanks and Regards, > Terence Monteiro. > > DeepRoot Linux, > http://www.deeproot.in > Ph: +91 (80) 4112 4781 / 84 / 85 > Getting GNU/Linux to work for you. Faster. Better. Today. Every way > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kato at iki.fi Tue Oct 28 15:42:10 2008 From: kato at iki.fi (Kalle Hallivuori) Date: Tue, 28 Oct 2008 22:42:10 +0300 Subject: [rt-users] Setting Ticket Owner name In-Reply-To: <4906280C.2030400@lbl.gov> References: <4906180C.8070809@lbl.gov> <4906280C.2030400@lbl.gov> Message-ID: Hi! 2008/10/27 Kenneth Crocker : > I thought that "return unless" defaulted to "return 1 unless", but I > changed it anyway. If you don't define a value, it is undefined. There is a special value named 'undef' in Perl just for that. It evaluates to zero on numeric comparison, and false on boolean. > I tried your "set" code and that didn't work. Any other ideas? > if ($org = 'XXX') You probably want to compare two strings with "$org eq 'XXX'" rather than set $org's value to 'XXX', which is what "=" does. Cheers, -- Kalle Hallivuori +358-41-5053073 http://korpiq.iki.fi/ From jv11 at cornell.edu Tue Oct 28 16:45:28 2008 From: jv11 at cornell.edu (Joy Veronneau) Date: Tue, 28 Oct 2008 16:45:28 -0400 Subject: [rt-users] problem upgrading to 3.8.1: slow when I click on "new search" In-Reply-To: <589c94400810280947u269cfdf3m497b0c55a2588b08@mail.gmail.com> References: <101641B4-A608-48EC-8D26-1B82DC784AD4@cornell.edu> <589c94400810280947u269cfdf3m497b0c55a2588b08@mail.gmail.com> Message-ID: <874919B4-8464-4109-B13B-2EBBBCAD1C60@cornell.edu> I solved this problem by checking the privileges on the configuration- >queues->group rights. One group had "everyone" with "own ticket" and once I removed that, the search screen loaded as fast as any of the other screens. Joy On Oct 28, 2008, at 12:47 PM, Ruslan Zakirov wrote: > Is select box with owners very long? > > On Tue, Oct 28, 2008 at 6:18 PM, Joy Veronneau > wrote: >> Hi, >> >> I am upgrading to RT 3.8.1 on an ubuntu vm. Everything seems to be >> working ok except that when I click on Tickets->New Search, the >> response time is very slow. Other functions seem lightning fast! >> >> I am running mysql-server 5.0.51a-3ubuntu5.1. >> >> I am wondering if anyone has any tips as to how I can improve the >> speed of Tickets->New Search? >> >> Thanks so much:) >> >> Joy >> _______________________________________________ >> From tthomas at local-motors.com Tue Oct 28 15:19:16 2008 From: tthomas at local-motors.com (Tim Thomas) Date: Tue, 28 Oct 2008 15:19:16 -0400 Subject: [rt-users] Can't revoke "superuser" right for "everyone" on RT 3.8.1 In-Reply-To: <589c94400810280943g4ad44fb4rc917de0a066d4bcc@mail.gmail.com> References: <28D8A2D9-13EE-416D-A3FA-221EDD61D8A5@local-motors.com> <589c94400810280943g4ad44fb4rc917de0a066d4bcc@mail.gmail.com> Message-ID: Hmm, I have tried this with 2 log-ins including root (see attached) and no luck. Any other suggestions, or thoughts on manually revoking this in the DB? Thanks, Tim -------------- next part -------------- A non-text attachment was scrubbed... Name: Picture 6.png Type: image/png Size: 7579 bytes Desc: not available URL: -------------- next part -------------- -------------- next part -------------- A non-text attachment was scrubbed... Name: Picture 5.png Type: image/png Size: 12330 bytes Desc: not available URL: -------------- next part -------------- On Oct 28, 2008, at 12:43 PM, Ruslan Zakirov wrote: > Just made a test: granted everyone with SuperUser, then revoked it and > everything went fine. I do believe that RT can refuse such operation > if user has no personal SuperUser right when you're revoking global. > > On Tue, Oct 28, 2008 at 5:11 PM, Tim Thomas motors.com> wrote: >> We are refining our security needs now as we expand, and want to >> revoke the global "superuser" right for the group "everyone", but RT >> refuses to revoke that right. I am logged in as root, and are using >> RT 3.8.1. Any suggestions short of going into the database to change >> this directly? >> >> Thanks, >> Tim >> From Hossein.Rafighi at triumf.ca Tue Oct 28 17:30:46 2008 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Tue, 28 Oct 2008 14:30:46 -0700 Subject: [rt-users] RT 3.8.1 and iCal In-Reply-To: <48FE0F4A.4060001@lbl.gov> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> Message-ID: <49078486.5040602@triumf.ca> Hi all, I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to a resource where I can read and understand how the new iCal feature works on 3.8.1? Many thanks in advance, 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 falcone at bestpractical.com Tue Oct 28 19:14:57 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 Oct 2008 19:14:57 -0400 Subject: [rt-users] RT::Authen::ExternalAuth question In-Reply-To: <49082224.E927.0018.0@mbc.qld.edu.au> References: <490732C6.E927.0018.0@mbc.qld.edu.au> <4906DB23.7090207@deeproot.co.in> <6083A3D7-3DB9-440C-BD45-98AB5D500A97@bestpractical.com> <49082224.E927.0018.0@mbc.qld.edu.au> Message-ID: <7F58D093-C52A-48B2-B1DF-586EDDA35DA3@bestpractical.com> Please don't send me private mail, use the list. On Oct 28, 2008, at 6:43 PM, Michael Mollard wrote: > Thanks for the reply. It's certainly a steep learning curve getting > this all to function. > I only have root (default) created in the system. I want to auto- > create users then they authenticate to my LDAP directory > (eDirectory). So the user I am testing isn't in the system, I'm > trying to trigger the auto-create process. Thats not one of the LDAP servers I've configured against in the past. Its worth checking to see if you have anything in your Users table and if you have anything in your logs about the autocreation succeeding. There is some new debugging in the svn version of RT-Authen-ExternalAuth to try and catch errors. I haven't had a chance to roll a .06_03 testing release, so if you want to test it you'll have to look at the svn repo http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth/trunk/ > FYI, if I 'ln -s' or 'cp' the User_Vendor.pm file to the location as > per below, the error does go away, but the ldap autocreate still > doesn't work. This points to you having a fundamental problem if it won't load from the plugin directory despite @INC being correct. Filesystem permissions would be a good things to check. -kevin >>>> Kevin Falcone 29/10/2008 4:11 am >>> > > On Oct 28, 2008, at 5:28 AM, Terence Monteiro wrote: > >> Hi Michael, >> >> Michael Mollard wrote: >>> I'm running 3.8.1 on a clean SLES10SP2. I've installed 3.8.1 and >>> it's root/password account works fine. >>> I then downloaded and installed v.06_2 of RT-Authen-ExternalAuth >>> (to try and get ldap auth working). >>> Before I even try and test my Ldap authenticate/autocreate, I try >>> logging in as root/password. >>> >>> In my browser I get this error. >>> >>> RT::User::UpdateFromExternal Unimplemented in >>> HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/ >>> plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/ >>> autohandler/Auth line 73) >> >> I installed RT from the debian package, which installs everything in >> standard directories. When I installed the authentication module, it >> worked >> without a problem after I configured RT_SiteConfig.pm correctly. I >> was able >> to few errors I made in configuration by looking at the RT log. >> >>> >>> Mike Peachey suggested this: >>> This generally means that the User_Vendor.pm has not been found in >>> the >>> right place to make its methods available. UpdateFromExternal is an >>> RT::User method, RT looks in User.pm and doesn't find it, ande then >>> checks for its existence in User_Local.pm and User_Vendor.pm. >>> Obviously >>> it's just not finding or is unable to read User_Vendor.pm. >>> >>> My is >>> /srv/www/vhosts/rt.mbc.qld.edu.au/ >>> The ExternalAuth plugin was installed in: >>> /local/plugins/RT-Authen-ExternalAuth/ >>> and the only User_Vendor.pm in the whole structure is: >>> /local/plugins/RT-Authen-ExternalAuth/lib/RT >>> User.pm lives in: >>> /lib/RT/User.pm >>> and >>> /lib/RT/Shredder/User.pm >>> The v.06_2 ExternalAuth 'make install ' asked me for the location >>> of RT.pm, and I typed: >>> /lib >> >> Have you installed RT by downloading the source? I suspect that the >> RT::Authen::ExternalAuth has not installed the User_Vendor.pm file >> in the >> correct directory. If you've installed RT from source, I think the >> file is >> meant to be installed in /local/lib/RT. Make sure it is >> installed >> there. > > No, it shouldn't be installed in local/lib/RT anymore. > Starting with 3.8 we've been trying to segregate the various parts of > plugins by installing them in local/plugins/PLUGIN-NAME/ > > RT-Authen-ExternalAuth 0.05 shipped with a buggy installer > that put the lib files in two places rather than just in local/plugins > > Since the SIteConfig correctly specified RT::Authen::ExternalAuth > and the sysconfig shows that it made its way into @INC that should > be fine. > > Michael: Is this a user that exists in RT already or that you're > expecting > to be autocreated at login time? > > -kevin > >> I checked your RT_SiteConfig.pm. Since you have included >> configuration for >> LDAP authentication in your RT_SiteConfig.pm, RT is looking to >> authenticate >> with the parameters you have specified there. Make sure you have set >> your >> bind dn as your user in the config. Correct other errors in your >> configuration and restart your server and RT should authenticate >> users with >> their LDAP credentials. >> >>> >>> Have you ever seen this error? I am at a loss where to start >>> looking, there doesn't seem to be much in the log files. I've >>> attached my RT_SiteConfig.pm and my system configuration from >>> within RT. >>> >>> Any suggestions would be gratefully accepted. >>> >>> Much thanks. >>> >>> >>> >>> Michael Mollard >>> Network Administrator >>> Moreton Bay College >>> mollardm at mbc.qld.edu.au >>> http://www.mbc.qld.edu.au >>> Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 >>> Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au ) >>> >>> >>> -------------------------------------------------------------------------------- >>> Disclaimer: Whilst every attempt has been made to ensure that >>> material contained in this email is free from computer viruses or >>> other defects, the attached files are provided, and may only be >>> used, on the basis that the user assumes all responsibility for use >>> of the material transmitted. This email is intended only for the >>> use of the individual or entity names above and may contain >>> information that is confidential and privileged. If you are not the >>> intended recipient, please note that any dissemination, >>> distribution or copying of this email is strictly prohibited. If >>> you have received this email in error, please notify us immediately >>> by return email or telephone 07 3390 8555 and destroy the original >>> message. The contents of this message are provided without >>> responsibility in law for their accuracy or otherwise, and without >>> assumption of a duty of care by the 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 >> >> >> -- >> Thanks and Regards, >> Terence Monteiro. >> >> DeepRoot Linux, >> http://www.deeproot.in >> Ph: +91 (80) 4112 4781 / 84 / 85 >> Getting GNU/Linux to work for you. Faster. Better. Today. Every way >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > > -------------------------------------------------------------------------------- > Disclaimer: Whilst every attempt has been made to ensure that > material contained in this email is free from computer viruses or > other defects, the attached files are provided, and may only be > used, on the basis that the user assumes all responsibility for use > of the material transmitted. This email is intended only for the use > of the individual or entity names above and may contain information > that is confidential and privileged. If you are not the intended > recipient, please note that any dissemination, distribution or > copying of this email is strictly prohibited. If you have received > this email in error, please notify us immediately by return email or > telephone 07 3390 8555 and destroy the original message. The > contents of this message are provided without responsibility in law > for their accuracy or otherwise, and without assumption of a duty of > care by the School. > -------------------------------------------------------------------------------- > From travis at slac.stanford.edu Tue Oct 28 20:26:07 2008 From: travis at slac.stanford.edu (Travis C. Brooks) Date: Tue, 28 Oct 2008 17:26:07 -0700 Subject: [rt-users] MySQL schema upgrade recipe for 3.6.1->3.8.1 Message-ID: <1225239967.19232.105.camel@liblin7.slac.stanford.edu> Spurred on by Jesse's excellent class last week, I'm upgrading to 3.8.1, and wanted to report the issues I found with the schema upgrade script. I managed to solve most of the stumbling blocks, and I document them here for others. Here was my procedure (working on a test sandbox...obviously): Using RHEL4 MySQL4.1.22 (on a non-local server) install RT code -> make upgrade (no problems here except for GnuPG::Interface as noted here http://www.gossamer-threads.com/lists/rt/users/79410 ) rt-setup-database --action upgrade (no problems here...though I did go all the way to 3.8.1, while the docs might have meant for me to stop at 3.8.0 or were they just older?) Now I have to upgrade my copy of DBD::mysql, since RHEL4 is woefully out of date. Would be nice to note this in the UPGRADING.mysql doc, since it isn't covered by testdeps/fixdeps (and it shouldn't be in testdeps, since it isn't a dependency of RT, just of the schema upgrade script) perl -MCPAN -eshell cpan> install CAPTTOFU/DBD-mysql-4.005.tar.gz (as noted elsewhere on the list one has to do something akin to: sudo service mysqld start mysql -uroot -p mysql> grant all privileges on test.* to 'root'@'localhost' identified by '' in order to allow CPAN to run tests on DBD::mysql Note also that 4.010 still wouldn't pass tests (as noted elsewhere) hanging on test 76 or so. So I just backed down to 4.005 which worked fine. Probably I could have upgraded the DBI version instead but this downgrade seemed to work fine. Then you might like to remove the very permissive privs you granted on your test db.) schema.mysql-4.0-4.1.pl DB USER PASS > sql.queries but this failed because my db is remote so I trivially modified the script with attached patch (probably not the best way, but it works, not needed if your db is local, or if you just run the script on your DB server.) schema.mysql-4.0-4.1.pl DB USER PASS HOST > sql.queries Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1_tcb.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1_tcb.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1_tcb.pl line 310. Use of uninitialized value in numeric gt (>) at etc/upgrade/schema.mysql-4.0-4.1_tcb.pl line 310 now my sql.queries contains many lines, including, for example: ALTER TABLE Templates MODIFY Content CHAR NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Content BLOB CHARACTER SET utf8 NULL DEFAULT NULL; As noted elsewhere on the list, this appears to convert the content column of my Templates table to 1 CHAR and then make it a BLOB that has utf8 encoding. (Also there are 4 such pairs...matching the 4 errors above perhaps?) So, I am not a MySQL expert, and it's a sandbox, so let's see what MySQL says: ERROR 1064 (42000) at line 131: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'CHARACTER SET utf8 NULL DEFAULT NULL' at line 1 This is http://rt3.fsck.com//Ticket/Display.html?id=12278 Which suggests to change BLOB to TEXT and CHAR in above to BLOB (or just delete the line(s), since in my orig. schema it is already a BLOB) and this fix is what I will try once restored from backup (and report success or failure here) Hope this helps some others. Best, Travis -- Travis C. Brooks Manager of Information Systems & SPIRES Stanford Linear Accelerator Center Library http://www.slac.stanford.edu/spires/ -------------- next part -------------- --- schema.mysql-4.0-4.1.pl 2008-10-28 11:50:35.000000000 -0700 +++ schema.mysql-4.0-4.1_tcb.pl 2008-10-28 16:29:34.000000000 -0700 @@ -7,7 +7,7 @@ use DBD::mysql 4.002; unless (@ARGV) { - print STDERR "usage: $0 db_name db_user db_password\n"; + print STDERR "usage: $0 db_name db_user db_password db_host\n"; exit 1; } @@ -211,8 +211,8 @@ my @sql_commands; -my ($db_name, $db_user, $db_pass) = (shift, shift, shift); -my $dbh = DBI->connect("dbi:mysql:$db_name", $db_user, $db_pass, { RaiseError => 1 }); +my ($db_name, $db_user, $db_pass, $db_host) = (shift, shift, shift, shift); +my $dbh = DBI->connect("dbi:mysql:database=$db_name;host=$db_host", $db_user, $db_pass, { RaiseError => 1 }); push @sql_commands, qq{ALTER DATABASE $db_name DEFAULT CHARACTER SET utf8}; From callermann at gmail.com Tue Oct 28 20:49:24 2008 From: callermann at gmail.com (Chris Allermann) Date: Tue, 28 Oct 2008 20:49:24 -0400 Subject: [rt-users] RT 3.8.1 Problem with "Select One Value" category selection on IE7 Message-ID: <580b3900810281749l608f862eg51e8518d1d48b8af@mail.gmail.com> I have been trying to work with categoies for a "select one value" custom field. I have two categories configured, each with multiple options. When editing the custom fields in Firefox the options for the category not selected are hidden from view. However loading RT in IE7 I see all options for all categories being displayed no matter which category is displayed. Has anybody else seen this happen and possibly have a patch/workaround that could resolve the issue? -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Wed Oct 29 04:36:18 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 29 Oct 2008 01:36:18 -0700 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <49059009.5050401@jennic.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> Hello, Ive been battling trying to get AD external Authentication going as well. Im pretty new at RT also, but I have read over all the docs and these posts several times trying to get it working. I am having the exact same issue as Michael in this thread, and I haven't been able to resolve. Have either of you figured out a solution? When I got to my servers URL I am presented with the normal login screen, but if I try to login as root, I get this error: RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth line 82) If I refresh in the browser it then takes me to roots home screen and everything functions as normal. I can logout and repeat, I have to refresh once to get in. If I try to login as an AD user, I get this error: Can't call method "Disabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. I have drilled over my RT_SiteConfig.pm and compared it to the ones posted on the lists. I turned on logging to file and it didn't generate anything I could see that was related. I checked file permissions on the files listed below and they are OK. Thanks in advance for all the great help. 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: Monday, October 27, 2008 2:55 AM To: Michael Mollard; RT Users Subject: Re: [rt-users] Ldap Authentication setup question Michael Mollard wrote: > Mike, > Let me know when you're up and about again. I've installed RT::Authen::ExternalAuth v.06_2 and now just logging in as local root generates this error. > > RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/ html/Callbacks/ExternalAuth/autohandler/Auth line 73) This generally means that the User_Vendor.pm has not been found in the right place to make its methods available. UpdateFromExternal is an RT::User method, RT looks in User.pm and doesn't find it, ande then checks for its existence in User_Local.pm and User_Vendor.pm. Obviously it's just not finding or is unable to read User_Vendor.pm. File permissions perhaps? -- 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 linuxmanju at yahoo.com Wed Oct 29 04:43:12 2008 From: linuxmanju at yahoo.com (Manjunath K.P) Date: Wed, 29 Oct 2008 01:43:12 -0700 (PDT) Subject: [rt-users] Ticket Transction custom field scrip Message-ID: <481442.28556.qm@web38105.mail.mud.yahoo.com> Hi All, I am running RT 3.4.5 pgsql + Ubuntu as the backend. I have created a custom field "AssistedBy" as a Custom Fields for Ticket Transactions and type "Select one value" and applies to ticket transactions. I have created one more Custom field "Assistance" (Applicable to Tickets ). I would like to know how to write a scrip which will update Assisatnce( In tickets ) based on the value of AssistedBy ( Transactions ). For Eg:- If AssistedBy(Transcation CF) = manju on resolve it should update Assistance(Ticket CF) = manju Hope I am clear on my question. I would greatly appreciate any input from you guys. Thanks in advance Regards, Manjunath From michael.mollard at gmail.com Wed Oct 29 04:59:41 2008 From: michael.mollard at gmail.com (Michael Mollard) Date: Wed, 29 Oct 2008 18:59:41 +1000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <490825FD.7070604@mbc.qld.edu.au> Sean, Identical to my error. I did find a 'make fixperms' which I stumbled across, not documented anywhere I could find, alongside 'make testdeps', and 'make fixdeps'. But it didn't change anything. Same errors. If I ever get this going, I may need to write a wiki article for the 'rest of us' who are new at this. If I ever get it working ;-) Keep in touch Sean, if I find anything I'll let you know. Michael Mollard Network Administrator Moreton Bay College Email: michael.mollard at mbc.qld.edu.au Web: http://www.mbc.qld.edu.au Phone: (Direct) 07 3907 5712 / (Mob) 0417 631 801 Fax: 07 3390 8919 Sean McCreadie wrote: > Hello, > > Ive been battling trying to get AD external Authentication going as > well. Im pretty new at RT also, but I have read over all the docs and > these posts several times trying to get it working. I am having the > exact same issue as Michael in this thread, and I haven't been able to > resolve. Have either of you figured out a solution? When I got to my > servers URL I am presented with the normal login screen, but if I try to > login as root, I get this error: > > RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth line 82) > > If I refresh in the browser it then takes me to roots home screen and > everything functions as normal. I can logout and repeat, I have to > refresh once to get in. If I try to login as an AD user, I get this > error: > > > Can't call method "Disabled" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. > > > I have drilled over my RT_SiteConfig.pm and compared it to the ones > posted on the lists. I turned on logging to file and it didn't generate > anything I could see that was related. I checked file permissions on > the files listed below and they are OK. > > Thanks in advance for all the great help. > > 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: Monday, October 27, 2008 2:55 AM > To: Michael Mollard; RT Users > Subject: Re: [rt-users] Ldap Authentication setup question > > Michael Mollard wrote: > >> Mike, >> Let me know when you're up and about again. I've installed >> > RT::Authen::ExternalAuth v.06_2 and now just logging in as local root > generates this error. > >> RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. >> > (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/ > html/Callbacks/ExternalAuth/autohandler/Auth line 73) > > This generally means that the User_Vendor.pm has not been found in the > right place to make its methods available. UpdateFromExternal is an > RT::User method, RT looks in User.pm and doesn't find it, ande then > checks for its existence in User_Local.pm and User_Vendor.pm. Obviously > it's just not finding or is unable to read User_Vendor.pm. > > File permissions perhaps? > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dh3 at sanger.ac.uk Wed Oct 29 06:14:50 2008 From: dh3 at sanger.ac.uk (Dave Holland) Date: Wed, 29 Oct 2008 10:14:50 +0000 Subject: [rt-users] Stale data in CachedGroupMembers In-Reply-To: <589c94400810271039h6988da1qf2d7af7703fc3f27@mail.gmail.com> References: <7E9D6C6D-4940-4452-9DD5-583E099B5552@sanger.ac.uk> <589c94400810271039h6988da1qf2d7af7703fc3f27@mail.gmail.com> Message-ID: <20081029101449.GN4577@sanger.ac.uk> On Mon, Oct 27, 2008 at 08:39:59PM +0300, Ruslan Zakirov wrote: > New reimplementation of rt-validator landed in the repository and will > be shipped with RT 3.8.2. It can resurrect CachedGroupMembers table > from information in other tables. Is it safe to run this new rt-validator in "resolve" mode on an older RT database? In particular we have a version 3.4.2 database that has many inconsistencies according to rt-validator. Or would it be better to upgrade RT first? thanks, Dave -- ** Dave Holland ** Systems Support -- Infrastructure Management ** ** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK ** "It is often easier to not do something dumb than it is to do something smart." -- 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 barnesaw at ucrwcu.rwc.uc.edu Wed Oct 29 08:35:43 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 29 Oct 2008 08:35:43 -0400 Subject: [rt-users] Can't revoke "superuser" right for "everyone" on RT 3.8.1 In-Reply-To: References: <28D8A2D9-13EE-416D-A3FA-221EDD61D8A5@local-motors.com> <589c94400810280943g4ad44fb4rc917de0a066d4bcc@mail.gmail.com> Message-ID: <4908589F.8000506@ucrwcu.rwc.uc.edu> Are any users explicitly granted SuperUser rights? If not, the system may reject the attempt to remove it from everyone as that would leave no SuperUsers. Tim Thomas wrote: > Hmm, I have tried this with 2 log-ins including root (see attached) > and no luck. Any other suggestions, or thoughts on manually revoking > this in the DB? > > Thanks, > Tim > > > ------------------------------------------------------------------------ > > > > > > ------------------------------------------------------------------------ > > > > > > > > On Oct 28, 2008, at 12:43 PM, Ruslan Zakirov wrote: > >> Just made a test: granted everyone with SuperUser, then revoked it and >> everything went fine. I do believe that RT can refuse such operation >> if user has no personal SuperUser right when you're revoking global. >> >> On Tue, Oct 28, 2008 at 5:11 PM, Tim Thomas >> wrote: >>> We are refining our security needs now as we expand, and want to >>> revoke the global "superuser" right for the group "everyone", but RT >>> refuses to revoke that right. I am logged in as root, and are using >>> RT 3.8.1. Any suggestions short of going into the database to change >>> this directly? >>> >>> Thanks, >>> Tim >>> > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 russinholi at grupoirapida.com.br Wed Oct 29 08:28:29 2008 From: russinholi at grupoirapida.com.br (Reginaldo Russinholi) Date: Wed, 29 Oct 2008 10:28:29 -0200 Subject: [rt-users] Stalled tickets on RT At A Glance In-Reply-To: References: Message-ID: <490856ED.404@grupoirapida.com.br> An HTML attachment was scrubbed... URL: From me at falz.net Wed Oct 29 09:19:08 2008 From: me at falz.net (falz) Date: Wed, 29 Oct 2008 08:19:08 -0500 Subject: [rt-users] rt-crontool errors with rt3.8.1 using RT::Search::FromSQL Message-ID: Upgraded from RT 3.6.x to 3.8.1 the other day. The upgrade was actually a clean install of RT, and the necessary db changes. I use rt-crontool to do a few things like un-stall tickets using TicketSQL. Here's an example: /usr/local/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg \ "Status = 'resolved' \ AND Queue = 'Incoming' \ AND Owner != 'Nobody'" \ --action RT::Action::AutoOpen \ --verbose When either runs, they fail with: Wed Oct 29 12:24:48 2008] [crit]: Can't call method "Message" on an undefined value at /usr/local/lib/rt38/RT/Action/AutoOpen.pm line 77. (/usr/local/lib/rt38/RT.pm:377) Can't call method "Message" on an undefined value at /usr/local/lib/rt38/RT/Action/AutoOpen.pm line 77. 28776: Processing without transaction, some conditions and actions may fail. Consider using --transaction argumentCondition matches This user appears to have the same issue: http://lists.bestpractical.com/pipermail/rt-users/2008-July/052865.html Doing what it suggestes, which is adding --transaction to my run seems to work. However, I don't understand its description: "--transaction - Specify if you want to use either 'first', 'last' or 'all' transactions" If I chose 'last' would this mean that my TicketSQL statement would only look at the last (meaning most recent?) transaction for a ticket and act on it? --falz From ruz at bestpractical.com Wed Oct 29 09:33:29 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 29 Oct 2008 16:33:29 +0300 Subject: [rt-users] Stale data in CachedGroupMembers In-Reply-To: <20081029101449.GN4577@sanger.ac.uk> References: <7E9D6C6D-4940-4452-9DD5-583E099B5552@sanger.ac.uk> <589c94400810271039h6988da1qf2d7af7703fc3f27@mail.gmail.com> <20081029101449.GN4577@sanger.ac.uk> Message-ID: <589c94400810290633t1836e7c9tc611aa03c4ff1fc9@mail.gmail.com> I made a few tests on 3.6 and think it's possible to use it with 3.6, but I am not 100% sure it will work with 3.4. On Wed, Oct 29, 2008 at 1:14 PM, Dave Holland wrote: > On Mon, Oct 27, 2008 at 08:39:59PM +0300, Ruslan Zakirov wrote: >> New reimplementation of rt-validator landed in the repository and will >> be shipped with RT 3.8.2. It can resurrect CachedGroupMembers table >> from information in other tables. > > Is it safe to run this new rt-validator in "resolve" mode on an older RT > database? In particular we have a version 3.4.2 database that has many > inconsistencies according to rt-validator. Or would it be better to > upgrade RT first? > > thanks, > Dave > -- > ** Dave Holland ** Systems Support -- Infrastructure Management ** > ** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK ** > "It is often easier to not do something dumb than it is to do > something smart." > > > -- > 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. > -- Best regards, Ruslan. From tthomas at local-motors.com Wed Oct 29 09:55:38 2008 From: tthomas at local-motors.com (Tim Thomas) Date: Wed, 29 Oct 2008 09:55:38 -0400 Subject: [rt-users] Can't revoke "superuser" right for "everyone" on RT 3.8.1 In-Reply-To: <4908589F.8000506@ucrwcu.rwc.uc.edu> References: <28D8A2D9-13EE-416D-A3FA-221EDD61D8A5@local-motors.com> <589c94400810280943g4ad44fb4rc917de0a066d4bcc@mail.gmail.com> <4908589F.8000506@ucrwcu.rwc.uc.edu> Message-ID: Yes, my user and root both have global superuser rights granted. On Oct 29, 2008, at 8:35 AM, Drew Barnes wrote: > Are any users explicitly granted SuperUser rights? If not, the > system may reject the attempt to remove it from everyone as that > would leave no SuperUsers. > > Tim Thomas wrote: >> Hmm, I have tried this with 2 log-ins including root (see attached) >> and no luck. Any other suggestions, or thoughts on manually >> revoking this in the DB? >> >> Thanks, >> Tim >> >> On Oct 28, 2008, at 12:43 PM, Ruslan Zakirov wrote: >> >>> Just made a test: granted everyone with SuperUser, then revoked it >>> and >>> everything went fine. I do believe that RT can refuse such operation >>> if user has no personal SuperUser right when you're revoking global. >>> >>> On Tue, Oct 28, 2008 at 5:11 PM, Tim Thomas >> > wrote: >>>> We are refining our security needs now as we expand, and want to >>>> revoke the global "superuser" right for the group "everyone", but >>>> RT >>>> refuses to revoke that right. I am logged in as root, and are >>>> using >>>> RT 3.8.1. Any suggestions short of going into the database to >>>> change >>>> this directly? >>>> >>>> Thanks, >>>> Tim >>>> >> From dave.wells at foreshore.net Wed Oct 29 10:32:54 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Wed, 29 Oct 2008 14:32:54 -0000 Subject: [rt-users] Modify "Rows per Box" settings for all users Message-ID: <3E88364AF578694C9BBFE357115E2EDE043DB48C@jsy-qr-is.is.foreshore.net> Hi, I have search through the archive and cannot seem to find an answer for how to set a default "rows per box" setting to all users I want to set it to 50 and not the default of 10. I know you can do this individually for each user in the "Customise RT at a Glance" section, however I have not given my users the "ModifySelf" right and don't want to have to give them this right so they can do this. Is there anyway to set the "rows per box" setting globally? Thanks Dave -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcadieux at securetechnologies.ca Wed Oct 29 11:25:39 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 29 Oct 2008 11:25:39 -0400 Subject: [rt-users] forcibly incrementing ticket numbers once to start out Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053E6@sticore.securetechnologies.ca.local> i know i've seen this, but i can't find it anywhere... i just want to increment my ticket numbers up to #1000 or something to start off at a higher number (just to look more normal/professional than giving out "your ticket is #3" or something)... there must be an easy way to just up the number.. i haven't created ANY tickets at all yet... so i guess i would want my first one to be #1000. thanks all! Gabriel Cadieux Systems Engineer & IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca From jesse at bestpractical.com Wed Oct 29 12:03:57 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Oct 2008 12:03:57 -0400 Subject: [rt-users] RT 3.8.1 and iCal In-Reply-To: <49078486.5040602@triumf.ca> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <49078486.5040602@triumf.ca> Message-ID: <20081029160357.GK40760@31b.local> On Tue 28.Oct'08 at 14:30:46 -0700, Hossein Rafighi wrote: > Hi all, > > I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to > a resource where I can read and understand how the new iCal feature > works on 3.8.1? There's a link on all ticket search results. You can subscribe to the due dates of any tasklist as an ical feed by copy-pasting that link into your calendar app. For example, I have all our customer project due dates show up in my google calendar ;) Best, Jesse > > Many thanks in advance, > 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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 hdp.rt.users at weftsoar.net Wed Oct 29 12:04:44 2008 From: hdp.rt.users at weftsoar.net (Hans Dieter Pearcey) Date: Wed, 29 Oct 2008 12:04:44 -0400 Subject: [rt-users] forcibly incrementing ticket numbers once to start out In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053E6@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053E6@sticore.securetechnologies.ca.local> Message-ID: <20081029160444.GZ31656@glaive.weftsoar.net> On Wed, Oct 29, 2008 at 11:25:39AM -0400, Gabriel Cadieux wrote: > i just want to increment my ticket numbers up to #1000 or something > to start off at a higher number (just to look more normal/professional > than giving out "your ticket is #3" or something)... ALTER TABLE Tickets AUTO_INCREMENT = 1000 hdp. From jpierce at cambridgeenergyalliance.org Wed Oct 29 12:19:24 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 29 Oct 2008 12:19:24 -0400 Subject: [rt-users] RT 3.8.1 and iCal In-Reply-To: <20081029160357.GK40760@31b.local> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <49078486.5040602@triumf.ca> <20081029160357.GK40760@31b.local> Message-ID: > On Tue 28.Oct'08 at 14:30:46 -0700, Hossein Rafighi wrote: >> Hi all, >> >> I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to >> a resource where I can read and understand how the new iCal feature >> works on 3.8.1? > There's a link on all ticket search results. You can subscribe to the > due dates of any tasklist as an ical feed by copy-pasting that link into > your calendar app. See also the RTx::Calendar for more iCal *& general calendaring) fun. > For example, I have all our customer project due dates show up in my > google calendar ;) How do you do that? I assume you're not running under RT under SSL then? Our RT is over SSL, and google calendar refuses to add an RT iCal feed... -- Cambridge Energy Alliance: Save money & the planet From gcadieux at securetechnologies.ca Wed Oct 29 12:30:38 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 29 Oct 2008 12:30:38 -0400 Subject: [rt-users] forcibly incrementing ticket numbers once tostart out In-Reply-To: <20081029160444.GZ31656@glaive.weftsoar.net> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053E7@sticore.securetechnologies.ca.local> many thanks :) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Hans Dieter Pearcey Sent: Wednesday, October 29, 2008 12:05 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] forcibly incrementing ticket numbers once tostart out On Wed, Oct 29, 2008 at 11:25:39AM -0400, Gabriel Cadieux wrote: > i just want to increment my ticket numbers up to #1000 or something > to start off at a higher number (just to look more normal/professional > than giving out "your ticket is #3" or something)... ALTER TABLE Tickets AUTO_INCREMENT = 1000 hdp. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From gcadieux at securetechnologies.ca Wed Oct 29 12:58:16 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 29 Oct 2008 12:58:16 -0400 Subject: [rt-users] easy way to display complete ticket history via RT CLI shell In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053E7@sticore.securetechnologies.ca.local> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053E8@sticore.securetechnologies.ca.local> hey all, using RT 3.6.7.. i'm creating a shell script that will be called by an php page where an employee here can enter a service work order ticket number and then the script will use the RT shell to generate a nicer, customer-friendly version of the ticket, adding certain things (like a place for the custy to sign and date on reception), also ommiting certain unnecessary information, and formatting it to be printable, and more importantly, more presentable ro the customer than printing out an RT ticket straight from a browser. now, i can manage to do a basic query on a ticket given the number... 'show ticket/' let's say.. but that doesn't show me the ticket history. 'show ticket//history' is great, but the CONTENT (or so-called 'attachments') isn't displayed, and it also doesn't TELL me if any of these items have attachments in them so that i can in turn query them using the 'show ticket//attachments//content'... i'm very confused as to how useful this can possibly be to me at this point.. i'm starting to wonder if it will even be possible to make what i'm trying to do.. now, my question is: is there an easy way to get the rt shell (or anything else) spit out a list of the entire ticket history, WITH attachment content (such as a 'global summary of events') for a specific ticket, so that i can just slap that info onto the footer of my page and not have to break my head open trying to parse and process all this stuff manually? for example, i'd like to be able to issue a single command, and be given, just like in RT: # Wed Oct 29 12:32:40 2008 gabe - Ticket created Customer wants an eval for a firewall. # Wed Oct 29 12:32:57 2008 gabe - Status changed from 'new' to 'open' # Wed Oct 29 12:38:46 2008 gabe - Taken or whatever the ticket history is, in FULL.. the problem is, i could technically do all of this with a shitload of partsing via awk and whatnot or maybe in perl with some string stuff, but then i still couldn't associate ticket history entries with their appropriate 'attachments' (i.e. their content), which is what is most important when there are notes in the tickets... please help, this is really important otherwise the whole point of using RT to create and manage our service work orders will go down the toilet... i need to be able to access the ticket info externally (preferably using the RT CLI shell since it already implements the ticketSQL stuff), and then make a nicey-looking printable HTML page out of it.. i will do the formatting and selection of what fields i want manually for the header of it (all the custy address info, status of work order, etc..), but i need the history in whole, so ppl can see what was done with the ticket. btw, we don't use RT emailing at ALL. i have completely disabled emailing anything to anyone, we're using this as a simple in-house ticket tracking solution. thanks so much in advance. -gabe From gcadieux at securetechnologies.ca Wed Oct 29 13:10:16 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 29 Oct 2008 13:10:16 -0400 Subject: [rt-users] assigning tickets In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053E7@sticore.securetechnologies.ca.local> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053E9@sticore.securetechnologies.ca.local> hi list, why is it that i can't seem to be able to assign tickets to other people, even when i own them? when i see the main ticket display, it shows my user as the owner, for example, after taking it... then in the "People" tab, only "Nobody" appears in the list of people to set the owner to.. i don't want to have to have the person i want the ticket assigned to to have to login and "steal" the ticket in order to have it assigned to them, i want to be able to force them to own it, like it should be... i can't do this as anyone.. not even root, or a user that has superuser priviledges... rt 3.6.7.. i don't get it :( -gabe From gcadieux at securetechnologies.ca Wed Oct 29 13:35:31 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 29 Oct 2008 13:35:31 -0400 Subject: [rt-users] easy way to display complete ticket history via RT CLIshell In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053E8@sticore.securetechnologies.ca.local> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053EA@sticore.securetechnologies.ca.local> forgot to add, i also need the date and time associated with each history event and its subsequent attachments :( i also can't find a way to correlate all this info into one big nice block of stuff i can include in my final output. thx! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Gabriel Cadieux Sent: Wednesday, October 29, 2008 12:58 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] easy way to display complete ticket history via RT CLIshell hey all, using RT 3.6.7.. i'm creating a shell script that will be called by an php page where an employee here can enter a service work order ticket number and then the script will use the RT shell to generate a nicer, customer-friendly version of the ticket, adding certain things (like a place for the custy to sign and date on reception), also ommiting certain unnecessary information, and formatting it to be printable, and more importantly, more presentable ro the customer than printing out an RT ticket straight from a browser. now, i can manage to do a basic query on a ticket given the number... 'show ticket/' let's say.. but that doesn't show me the ticket history. 'show ticket//history' is great, but the CONTENT (or so-called 'attachments') isn't displayed, and it also doesn't TELL me if any of these items have attachments in them so that i can in turn query them using the 'show ticket//attachments//content'... i'm very confused as to how useful this can possibly be to me at this point.. i'm starting to wonder if it will even be possible to make what i'm trying to do.. now, my question is: is there an easy way to get the rt shell (or anything else) spit out a list of the entire ticket history, WITH attachment content (such as a 'global summary of events') for a specific ticket, so that i can just slap that info onto the footer of my page and not have to break my head open trying to parse and process all this stuff manually? for example, i'd like to be able to issue a single command, and be given, just like in RT: # Wed Oct 29 12:32:40 2008 gabe - Ticket created Customer wants an eval for a firewall. # Wed Oct 29 12:32:57 2008 gabe - Status changed from 'new' to 'open' # Wed Oct 29 12:38:46 2008 gabe - Taken or whatever the ticket history is, in FULL.. the problem is, i could technically do all of this with a shitload of partsing via awk and whatnot or maybe in perl with some string stuff, but then i still couldn't associate ticket history entries with their appropriate 'attachments' (i.e. their content), which is what is most important when there are notes in the tickets... please help, this is really important otherwise the whole point of using RT to create and manage our service work orders will go down the toilet... i need to be able to access the ticket info externally (preferably using the RT CLI shell since it already implements the ticketSQL stuff), and then make a nicey-looking printable HTML page out of it.. i will do the formatting and selection of what fields i want manually for the header of it (all the custy address info, status of work order, etc..), but i need the history in whole, so ppl can see what was done with the ticket. btw, we don't use RT emailing at ALL. i have completely disabled emailing anything to anyone, we're using this as a simple in-house ticket tracking solution. thanks so much in advance. -gabe _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jpierce at cambridgeenergyalliance.org Wed Oct 29 13:44:52 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 29 Oct 2008 13:44:52 -0400 Subject: [rt-users] easy way to display complete ticket history via RT CLIshell In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053EA@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053E8@sticore.securetechnologies.ca.local> <280541245EBA5E4C8962C64B522AFE9A4053EA@sticore.securetechnologies.ca.local> Message-ID: Have you tried reading the source? share/html/Ticket/Elements/ShowHistory seems like a good place to start inspecting how the WebUI does it. -- Cambridge Energy Alliance: Save money & the planet From gcadieux at securetechnologies.ca Wed Oct 29 13:52:16 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Wed, 29 Oct 2008 13:52:16 -0400 Subject: [rt-users] easy way to display complete ticket history via RT CLIshell In-Reply-To: Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053EB@sticore.securetechnologies.ca.local> sadly i have, but i understand next to nothing at this advanced level of perl and the way RT uses it.. it's too much for my head, i just need a quick fix.. otherwise we're just going to end up manually going to the ticket history page, copy-pasting into a word doc, printing, and stapling the history the way it is in the webUI to the back of the beautified service work order HTML thing i'm making (which will include all the important info for the customer *except* the history). -gabe -----Original Message----- From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: Wednesday, October 29, 2008 1:45 PM To: Gabriel Cadieux Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] easy way to display complete ticket history via RT CLIshell Have you tried reading the source? share/html/Ticket/Elements/ShowHistory seems like a good place to start inspecting how the WebUI does it. -- Cambridge Energy Alliance: Save money & the planet From chenga at ias.edu Wed Oct 29 14:04:51 2008 From: chenga at ias.edu (Alan Cheng) Date: Wed, 29 Oct 2008 14:04:51 -0400 Subject: [rt-users] No permission to create tickets in the queue Message-ID: <4908A5C3.2000900@ias.edu> Dear all, I understand that Ticket_Overlay.pm sets the error message when the requester has no right to create tickets. I was wondering if there is a way to customize this message as our users find it "grumpy"... We can modify Ticket_Overlay.pm but I would like to know if we can put something in a custom template or script to accomplish the same thing. Any comments or suggestions are greatly appreciated. > #Now that we have a queue, Check the ACLS > unless ( > $self->CurrentUser->HasRight( > Right => 'CreateTicket', > Object => $QueueObj > ) > ) > { > return ( > 0, 0, > $self->loc( "No permission to create tickets in the queue > '[_1]'", $QueueObj->Name)); > } Thanks, Alan From richih.mailinglist at gmail.com Wed Oct 29 14:22:18 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Wed, 29 Oct 2008 19:22:18 +0100 Subject: [rt-users] [Patch] Default to Reply when resolving tickets Message-ID: <2d460de70810291122w69cd3c17t564229f4a9e50393@mail.gmail.com> Hi all, if you want your RT to default to Reply instead of Comment when you Resolve a ticket, this patch is for you. Of course, using the overlay directory is better than simply patching the sources. If anyone tells me how to access RT_SiteConfig parameters from within Tabs, I will make a proper patch which can then be applied to RT trunk. :) Richard -------------- next part -------------- A non-text attachment was scrubbed... Name: Tabs.patch Type: text/x-diff Size: 532 bytes Desc: not available URL: From adjones at cca.edu Wed Oct 29 14:15:03 2008 From: adjones at cca.edu (Andy Jones) Date: Wed, 29 Oct 2008 11:15:03 -0700 Subject: [rt-users] Add AdminCC on Owner Change Message-ID: <83811AC4-12E2-4901-91D3-24FA7CC4BA74@cca.edu> Hi, gang. I've looked through the wiki and archives, but haven't seen this issue addressed. I'd like to be able to add a specific user as AdminCC when the owner of a ticket is changed to any of a range of users. For instance, if a ticket is owned by x, y, z, or q, add b as AdminCC. Does anyone else have that kind of setup? Anyone willing to share a little UserDefined code with me? :o) Thanks in advance! Andy Andy Jones User Support Manager 510.594.5016 adjones at cca.edu From falcone at bestpractical.com Wed Oct 29 15:40:04 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Oct 2008 15:40:04 -0400 Subject: [rt-users] RT 3.8.1 and iCal In-Reply-To: References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <49078486.5040602@triumf.ca> <20081029160357.GK40760@31b.local> Message-ID: <7653E693-CA16-49D2-B11E-DF3009C44B35@bestpractical.com> On Oct 29, 2008, at 12:19 PM, Jerrad Pierce wrote: >> For example, I have all our customer project due dates show up in my >> google calendar ;) > How do you do that? I assume you're not running under RT under SSL > then? > Our RT is over SSL, and google calendar refuses to add an RT iCal > feed... I have all my RT Due dates showing up from an https:// link without problem. I've had iCal refuse an ssl link but not google calendar. -kevin From damon at thinkingphones.com Wed Oct 29 15:56:55 2008 From: damon at thinkingphones.com (Damon Miller) Date: Wed, 29 Oct 2008 12:56:55 -0700 Subject: [rt-users] Merged Ticket Performance Degredation (still trying!) Message-ID: <4A29003103C85E46A118982CC4731B89010F6320@EXVBE005-2.exch005intermedia.net> Hi all, I posted about this problem a couple of weeks ago but unfortunately we're still seeing regular "hangs" and frankly I'm out of ideas. Here's the quick summary: We're using RT 3.6.1 and when loading merged tickets we see severe performance degredation, e.g. 100 - 300 seconds per ticket. After 30 seconds, Apache gives up on the FastCGI script and generates a 500. This problem has been documented and referenced in several posts, but I have been unable to find a resolution. The following from Jesse seems to be the most descriptive: "Yep. it's not recursion. It's RT::Transaction::TicketObj which should be made smarter. Rather than loading a ticket by id, it should be loading by id _and_ effective id. I'd love a patch." Here's the full thread: http://www.gossamer-threads.com/lists/rt/users/72384. Mark Blackman suggested I update our Syslog configuration as follows (in RT_SiteConfig.pm): @LogToSyslogConf = ( socket => 'native' ) unless (@LogToSyslogConf); I did this but unfortunately we're seeing the same hangs. I also tried reducing the loglevel so the merged ticket messages aren't being stored at all but that didn't help either (though the log is growing much less quickly now!). Any suggestions would be much-appreciated. Thanks, Damon P.S. I checked the code for RT 3.8.1 and the "TODO" regarding merged ticket loads is still present so I'm assuming the performance issue is also still present. -- Damon T. Miller Director of Application Services Thinking Phone Networks damon at thinkingphones.com 617-649-1388 (Office) From KFCrocker at lbl.gov Wed Oct 29 16:25:37 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 29 Oct 2008 13:25:37 -0700 Subject: [rt-users] assigning tickets In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053E9@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053E9@sticore.securetechnologies.ca.local> Message-ID: <4908C6C1.3070808@lbl.gov> Gabriel, This is accomplished using privileges and groups. You could also grant individual Users the right to own tickets in a queue, but that would be a maintenance nightmare. By default, RT will display on the Owner drop down any and all members of any group that has the "OwnTicket" right. If they have "TakeTicket, along with "SeeQueue", then they would be able to see tickets in a queue and TAKE any ticket that wasn't already owned. If they do NOT have "OwnTicket" for a queue, then granting the "StealTicket" would not work. They cannot steal something they are not allowed to own. So, to make this simple, find out what groups have rights to the queue in question, and make sure they have the appropriate rights AND make sure the user you want to own tickets is in one of those groups. Hope this helps. Kenn LBNL On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: > hi list, > > why is it that i can't seem to be able to assign tickets to other people, > even when i own them? when i see the main ticket display, it shows my user > as the owner, for example, after taking it... then in the "People" tab, > only "Nobody" appears in the list of people to set the owner to.. i don't > want to have to have the person i want the ticket assigned to to have to login > and "steal" the ticket in order to have it assigned to them, i want to be able > to force them to own it, like it should be... > > i can't do this as anyone.. not even root, or a user that has superuser priviledges... > > rt 3.6.7.. > > i don't get it :( > > -gabe > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Oct 29 16:30:18 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 29 Oct 2008 13:30:18 -0700 Subject: [rt-users] Add AdminCC on Owner Change In-Reply-To: <83811AC4-12E2-4901-91D3-24FA7CC4BA74@cca.edu> References: <83811AC4-12E2-4901-91D3-24FA7CC4BA74@cca.edu> Message-ID: <4908C7DA.8050005@lbl.gov> Andy, I'm a little confused.DO you want to add an AdminCc as a recipient of the notification or do you actually want to add this user as an AdminCC "Watcher" of the queue or just add them as an AdminCc for the ticket? Oh, by the way, you used as an example of a ticket being owned by x,y,z, or q. You do realise that a ticket can be owned by ONLY 1 usedID, right? Kenn LBNL On 10/29/2008 11:15 AM, Andy Jones wrote: > Hi, gang. > > I've looked through the wiki and archives, but haven't seen this issue > addressed. > > I'd like to be able to add a specific user as AdminCC when the owner > of a ticket is changed to any of a range of users. For instance, if a > ticket is owned by x, y, z, or q, add b as AdminCC. > > Does anyone else have that kind of setup? Anyone willing to share a > little UserDefined code with me? :o) > > Thanks in advance! > > Andy > > Andy Jones > User Support Manager > 510.594.5016 > adjones at cca.edu > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Hossein.Rafighi at triumf.ca Wed Oct 29 16:53:54 2008 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Wed, 29 Oct 2008 13:53:54 -0700 Subject: [rt-users] RT 3.8.1 and iCal In-Reply-To: References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <49078486.5040602@triumf.ca> <20081029160357.GK40760@31b.local> Message-ID: <4908CD61.10004@triumf.ca> Thanks for the info. I did install RTx::Calendar from cpan, but the installation procedure put everything in /usr/share/rt3! Placing Set(@Plugins,(qw(RTx::Calendar))); in RT_SiteConfig is giving the following error: Can't locate RTx/Calendar.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3... Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 55, line 273. Any Ideas? Hossein Jerrad Pierce wrote: >> On Tue 28.Oct'08 at 14:30:46 -0700, Hossein Rafighi wrote: >> >>> Hi all, >>> >>> I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to >>> a resource where I can read and understand how the new iCal feature >>> works on 3.8.1? >>> >> There's a link on all ticket search results. You can subscribe to the >> due dates of any tasklist as an ical feed by copy-pasting that link into >> your calendar app. >> > See also the RTx::Calendar for more iCal *& general calendaring) fun. > > >> For example, I have all our customer project due dates show up in my >> google calendar ;) >> > How do you do that? I assume you're not running under RT under SSL then? > Our RT is over SSL, and google calendar refuses to add an RT iCal feed... > > -- _____ _____ _____ _ _ _ _ ____ 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 adjones at cca.edu Wed Oct 29 17:41:49 2008 From: adjones at cca.edu (Andy Jones) Date: Wed, 29 Oct 2008 14:41:49 -0700 Subject: [rt-users] Add AdminCC on Owner Change In-Reply-To: <4908C7DA.8050005@lbl.gov> References: <83811AC4-12E2-4901-91D3-24FA7CC4BA74@cca.edu> <4908C7DA.8050005@lbl.gov> Message-ID: <460F1E4D-BB55-4706-9B84-C1F87BF32E93@cca.edu> Heya, Kenn. Sorry if I wasn't clear. Logically, this is what I'd like: IF a ticket is owned by user x, y, z, or q, THEN user b is added as an AdminCC to the ticket. I'm not terribly concerned that the AdminCC gets notified about which of x, y, z, or q actually owns the ticket; moreso, I want to be sure the AdminCC is copied on all messages relating to that ticket going forward. Does that make sense? Thanks, Andy On Oct 29, 2008, at 1:30 PM, Kenneth Crocker wrote: > Andy, > > > I'm a little confused.DO you want to add an AdminCc as a recipient > of the notification or do you actually want to add this user as an > AdminCC "Watcher" of the queue or just add them as an AdminCc for > the ticket? Oh, by the way, you used as an example of a ticket being > owned by x,y,z, or q. You do realise that a ticket can be owned by > ONLY 1 usedID, right? > > > Kenn > LBNL > > On 10/29/2008 11:15 AM, Andy Jones wrote: >> Hi, gang. >> I've looked through the wiki and archives, but haven't seen this >> issue addressed. >> I'd like to be able to add a specific user as AdminCC when the >> owner of a ticket is changed to any of a range of users. For >> instance, if a ticket is owned by x, y, z, or q, add b as AdminCC. >> Does anyone else have that kind of setup? Anyone willing to share >> a little UserDefined code with me? :o) >> Thanks in advance! >> Andy >> Andy Jones >> User Support Manager >> 510.594.5016 >> adjones at cca.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 > Andy Jones User Support Manager 510.594.5016 adjones at cca.edu From jpierce at cambridgeenergyalliance.org Wed Oct 29 21:29:12 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 29 Oct 2008 21:29:12 -0400 Subject: [rt-users] Add AdminCC on Owner Change In-Reply-To: <4908C7DA.8050005@lbl.gov> References: <83811AC4-12E2-4901-91D3-24FA7CC4BA74@cca.edu> <4908C7DA.8050005@lbl.gov> Message-ID: On Wed, Oct 29, 2008 at 16:30, Kenneth Crocker wrote: > Andy, > > > I'm a little confused.DO you want to add an AdminCc as a recipient of > the notification or do you actually want to add this user as an AdminCC > "Watcher" of the queue or just add them as an AdminCc for the ticket? > Oh, by the way, you used as an example of a ticket being owned by x,y,z, > or q. You do realise that a ticket can be owned by ONLY 1 usedID, right? He means any of. It sounds like Andy wants to have RT add an indivdual's manager as an AdminCC to to watcher to whatever tickets that individual processes. (But different workers in the same department could have different managers). I suspect that hijacking RT's groups would be the way to go about this. -- Cambridge Energy Alliance: Save money & the planet From depesz at depesz.com Thu Oct 30 02:12:50 2008 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Thu, 30 Oct 2008 07:12:50 +0100 Subject: [rt-users] Merged Ticket Performance Degredation (still trying!) In-Reply-To: <4A29003103C85E46A118982CC4731B89010F6320@EXVBE005-2.exch005intermedia.net> References: <4A29003103C85E46A118982CC4731B89010F6320@EXVBE005-2.exch005intermedia.net> Message-ID: <20081030061250.GA1301@depesz.com> On Wed, Oct 29, 2008 at 12:56:55PM -0700, Damon Miller wrote: > P.S. I checked the code for RT 3.8.1 and the "TODO" regarding merged > ticket loads is still present so I'm assuming the performance issue is > also still present. according to what i see - it is not present in 5.8.1.1. we had the same problem with 5.6.something, but then i upgraded to 5.8.1 and the problems seems to be gone - i.e. we did merge tickets and it works. Best regards, depesz -- Linkedin: http://www.linkedin.com/in/depesz / blog: http://www.depesz.com/ jid/gtalk: depesz at depesz.com / aim:depeszhdl / skype:depesz_hdl / gg:6749007 From mike.peachey at jennic.com Thu Oct 30 05:27:56 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 30 Oct 2008 09:27:56 +0000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <490825FD.7070604@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> <490825FD.7070604@mbc.qld.edu.au> Message-ID: <49097E1C.2030402@jennic.com> Michael Mollard wrote: > Sean, > Identical to my error. I did find a 'make fixperms' which I stumbled > across, not documented anywhere I could find, alongside 'make testdeps', > and 'make fixdeps'. But it didn't change anything. Same errors. > > If I ever get this going, I may need to write a wiki article for the > 'rest of us' who are new at this. If I ever get it working ;-) > > Keep in touch Sean, if I find anything I'll let you know. Be aware, this has been identified as a bug and we are working on it. In the meantime, you can circumvent the problem by turning on Devel mode if you need 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 maier at idowa.de Thu Oct 30 05:43:43 2008 From: maier at idowa.de (Stefan Maier) Date: Thu, 30 Oct 2008 10:43:43 +0100 Subject: [rt-users] Extract CustomFields from email Message-ID: <490981CF.9020705@idowa.de> Hi List. In our intranet we have a form to report certain problems. An email is generated from the info the user provides and then sent via email to RT(3.6). We now want to somehow parse the body of this email and fill out a few custom fields. Is that possible; if yes, how? Thanks in advance, Stefan Maier -- Mit freundlichen Gr??en Stefan Maier ========================================================== Straubinger Tagblatt EDV-Abteilung Straubing FON: +49 9421 940 256 Ludwigsplatz 30 FAX: +49 9421 940 6236 D-94315 Straubing http://www.idowa.de Email: maier at idowa.de ========================================================== Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung Cl. Attenkofer'sche Buch- und Kunstdruckerei Verlagsbuchhandlung Straubing KG Registergericht: Amtsgericht Straubing, HRA 1118 ========================================================== From michael.mollard at gmail.com Thu Oct 30 06:26:27 2008 From: michael.mollard at gmail.com (Michael Mollard) Date: Thu, 30 Oct 2008 20:26:27 +1000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <49097E1C.2030402@jennic.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> <490825FD.7070604@mbc.qld.edu.au> <49097E1C.2030402@jennic.com> Message-ID: <49098BD3.6050506@mbc.qld.edu.au> Thanks Mike, nice to know I'm not going nuts. Can you give me a quick pointer on turning on Devel mode. Michael Mollard Network Administrator Moreton Bay College Email: michael.mollard at mbc.qld.edu.au Web: http://www.mbc.qld.edu.au Phone: (Direct) 07 3907 5712 / (Mob) 0417 631 801 Fax: 07 3390 8919 Mike Peachey wrote: > Michael Mollard wrote: > >> Sean, >> Identical to my error. I did find a 'make fixperms' which I stumbled >> across, not documented anywhere I could find, alongside 'make testdeps', >> and 'make fixdeps'. But it didn't change anything. Same errors. >> >> If I ever get this going, I may need to write a wiki article for the >> 'rest of us' who are new at this. If I ever get it working ;-) >> >> Keep in touch Sean, if I find anything I'll let you know. >> > > Be aware, this has been identified as a bug and we are working on it. > > In the meantime, you can circumvent the problem by turning on Devel mode > if you need to. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Thu Oct 30 06:45:27 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 30 Oct 2008 10:45:27 +0000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <49098BD3.6050506@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> <490825FD.7070604@mbc.qld.edu.au> <49097E1C.2030402@jennic.com> <49098BD3.6050506@mbc.qld.edu.au> Message-ID: <49099047.8070809@jennic.com> Michael Mollard wrote: > Thanks Mike, nice to know I'm not going nuts. Can you give me a quick > pointer on turning on Devel mode. I'll give you a very small pointer: $RTHOME/etc/RT_Config.pm -- 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 Thu Oct 30 07:55:56 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 30 Oct 2008 07:55:56 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: Message-ID: I don't know if this is of general interest or not... I found the patches at http://www.usit.uio.no/it/rt/modifications/ that allow RT to associate email with tickets based on the References: and In-Reply-To: headers if there is no subject tag. I've made these work with RT 3.8.1; the changes are here: http://code.google.com/p/rt-references/ These are only briefly tested and are not in production use, but I figured someone else might be interested. -- Lars -- Lars Kellogg-Stedman From gcadieux at securetechnologies.ca Thu Oct 30 09:12:54 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 30 Oct 2008 09:12:54 -0400 Subject: [rt-users] assigning tickets In-Reply-To: <4908C6C1.3070808@lbl.gov> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053EF@sticore.securetechnologies.ca.local> Kenn, In our configuration using 3.6.7, there are only two users besides root, myself and my co-worker, and we are both set to SuperUser priviledges. We will be the only ones using this system, so there is no need to start going all crazy with applying the proper permissions etc... (there will be read-only users added later, but i will make a group for them and set permissions when the time comes). The problem I am experiencing is that nobody (not even root) can ASSIGN a ticket to another user. The only user available to assign to is "Nobody", and on top of that, this creates another problem where any page I go to when editing a ticket that mentions the owner gets set back to "Nobody" from the current owner due to this. I don't understand how even the root user could not be allowed to assign a ticket to someone else.. doesn't SuperUser encompass all other permissions as well, including those necessary to change ticket ownership (not just own/take/steal tickets)? Thanks, -gabe -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Wednesday, October 29, 2008 4:26 PM To: Gabriel Cadieux Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] assigning tickets Gabriel, This is accomplished using privileges and groups. You could also grant individual Users the right to own tickets in a queue, but that would be a maintenance nightmare. By default, RT will display on the Owner drop down any and all members of any group that has the "OwnTicket" right. If they have "TakeTicket, along with "SeeQueue", then they would be able to see tickets in a queue and TAKE any ticket that wasn't already owned. If they do NOT have "OwnTicket" for a queue, then granting the "StealTicket" would not work. They cannot steal something they are not allowed to own. So, to make this simple, find out what groups have rights to the queue in question, and make sure they have the appropriate rights AND make sure the user you want to own tickets is in one of those groups. Hope this helps. Kenn LBNL On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: > hi list, > > why is it that i can't seem to be able to assign tickets to other people, > even when i own them? when i see the main ticket display, it shows my user > as the owner, for example, after taking it... then in the "People" tab, > only "Nobody" appears in the list of people to set the owner to.. i don't > want to have to have the person i want the ticket assigned to to have to login > and "steal" the ticket in order to have it assigned to them, i want to be able > to force them to own it, like it should be... > > i can't do this as anyone.. not even root, or a user that has superuser priviledges... > > rt 3.6.7.. > > i don't get it :( > > -gabe > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Thu Oct 30 09:21:32 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 30 Oct 2008 09:21:32 -0400 Subject: [rt-users] assigning tickets In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053EF@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053EF@sticore.securetechnologies.ca.local> Message-ID: <4909B4DC.8000709@ucrwcu.rwc.uc.edu> It sounds to me like something has gone wrong with your install, as I have not been able to duplicate any of these problems on my install. If this isn't a production system, I would blow the db away and start over and see if something wasn't set up properly initially. Gabriel Cadieux wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates another > problem where any page I go to when editing a ticket that mentions the owner > gets set back to "Nobody" from the current owner due to this. I don't understand > how even the root user could not be allowed to assign a ticket to someone else.. > doesn't SuperUser encompass all other permissions as well, including those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Wednesday, October 29, 2008 4:26 PM > To: Gabriel Cadieux > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] assigning tickets > > > Gabriel, > > > This is accomplished using privileges and groups. You could also grant > individual Users the right to own tickets in a queue, but that would be > a maintenance nightmare. By default, RT will display on the Owner drop > down any and all members of any group that has the "OwnTicket" right. If > they have "TakeTicket, along with "SeeQueue", then they would be able to > see tickets in a queue and TAKE any ticket that wasn't already owned. If > they do NOT have "OwnTicket" for a queue, then granting the > "StealTicket" would not work. They cannot steal something they are not > allowed to own. So, to make this simple, find out what groups have > rights to the queue in question, and make sure they have the appropriate > rights AND make sure the user you want to own tickets is in one of those > groups. Hope this helps. > > > Kenn > LBNL > > On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: > >> hi list, >> >> why is it that i can't seem to be able to assign tickets to other people, >> even when i own them? when i see the main ticket display, it shows my user >> as the owner, for example, after taking it... then in the "People" tab, >> only "Nobody" appears in the list of people to set the owner to.. i don't >> want to have to have the person i want the ticket assigned to to have to login >> and "steal" the ticket in order to have it assigned to them, i want to be able >> to force them to own it, like it should be... >> >> i can't do this as anyone.. not even root, or a user that has superuser priviledges... >> >> rt 3.6.7.. >> >> i don't get it :( >> >> -gabe >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From sturner at MIT.EDU Thu Oct 30 09:27:40 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 30 Oct 2008 09:27:40 -0400 Subject: [rt-users] assigning tickets In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053EF@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053EF@sticore.securetechnologies.ca.local> Message-ID: On Thu, 30 Oct 2008 09:12:54 -0400, Gabriel Cadieux wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates > another > problem where any page I go to when editing a ticket that mentions the > owner > gets set back to "Nobody" from the current owner due to this. I don't > understand > how even the root user could not be allowed to assign a ticket to > someone else.. > doesn't SuperUser encompass all other permissions as well, including > those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > Gabe, I think that the only users who appear in the owner drop-down are those who have explicit OwnTicket rights in the queue - super users are not included. So to use ticket ownership you will at least need to assign OwnTicket rights to the appropriate users. Steve From gcadieux at securetechnologies.ca Thu Oct 30 10:13:12 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 30 Oct 2008 10:13:12 -0400 Subject: [rt-users] assigning tickets In-Reply-To: Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053F0@sticore.securetechnologies.ca.local> many thanks! all did was grand all possible rights to our two users and the problem is fixed! :) it probably was the OwnTicket permission (although i did not test it individually). -gabe -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Thursday, October 30, 2008 9:28 AM To: Gabriel Cadieux; Kenneth Crocker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] assigning tickets On Thu, 30 Oct 2008 09:12:54 -0400, Gabriel Cadieux wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates > another > problem where any page I go to when editing a ticket that mentions the > owner > gets set back to "Nobody" from the current owner due to this. I don't > understand > how even the root user could not be allowed to assign a ticket to > someone else.. > doesn't SuperUser encompass all other permissions as well, including > those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > Gabe, I think that the only users who appear in the owner drop-down are those who have explicit OwnTicket rights in the queue - super users are not included. So to use ticket ownership you will at least need to assign OwnTicket rights to the appropriate users. Steve From damon at thinkingphones.com Thu Oct 30 10:25:14 2008 From: damon at thinkingphones.com (Damon Miller) Date: Thu, 30 Oct 2008 07:25:14 -0700 Subject: [rt-users] Merged Ticket Performance Degredation (stilltrying!) In-Reply-To: <20081030061250.GA1301@depesz.com> References: <4A29003103C85E46A118982CC4731B89010F6320@EXVBE005-2.exch005intermedia.net> <20081030061250.GA1301@depesz.com> Message-ID: <4A29003103C85E46A118982CC4731B89010F64FA@EXVBE005-2.exch005intermedia.net> Depesz, Thanks very much for your response. Is 5.8.1.1 publicly available? The latest official release I see on the website is 3.8.1 so I checked that code again to make sure I hadn't missed something. I still do see the "TODO" referencing a need to modify the Load() function in Ticket_Overlay.pm at line 152. (The full path is in "lib/RT/Ticket_Overlay.pm"). I also thought 5.8.1.1 was perhaps a development version so I checked the latest dev releases and the most recent I see is 3.8.1rc5. This preceded the official 3.8.1 release given that it was out a few days earlier (August 14th vs. August 18th for 3.8.1). Is there a version control repository that might have the 5.8.1.1 release you mention? Or was that perhaps a typo, meaning 3.8.1? If so, it looks like the Load() function in Ticket_Overlay.pm still has an outstanding "TODO" regarding modification of the recursive search. I was trying to avoid spending the time to do an upgrade if it wasn't likely to help, but perhaps I'll just do it and see what happens. There is a Perl release numbered 5.8.1, so perhaps that's what you were referring to? Just in case that's true, we're running 5.8.8 (of Perl). Thanks again, Damon P.S. Sorry for the duplicate email, Depesz; I forgot to CC the list. Oops! -- Damon T. Miller Director of Application Services Thinking Phone Networks damon at thinkingphones.com 617-649-1388 (Office) > -----Original Message----- > From: depesz at depesz.com [mailto:depesz at depesz.com] > Sent: Thursday, October 30, 2008 2:13 AM > To: Damon Miller > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Merged Ticket Performance Degredation > (stilltrying!) > > On Wed, Oct 29, 2008 at 12:56:55PM -0700, Damon Miller wrote: > > P.S. I checked the code for RT 3.8.1 and the "TODO" regarding merged > > ticket loads is still present so I'm assuming the performance issue > is > > also still present. > > according to what i see - it is not present in 5.8.1.1. > we had the same problem with 5.6.something, but then i upgraded to > 5.8.1 > and the problems seems to be gone - i.e. we did merge tickets and it > works. > > Best regards, > > depesz > > -- > Linkedin: http://www.linkedin.com/in/depesz / blog: > http://www.depesz.com/ > jid/gtalk: depesz at depesz.com / aim:depeszhdl / skype:depesz_hdl / > gg:6749007 From jpierce at cambridgeenergyalliance.org Thu Oct 30 11:09:25 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 30 Oct 2008 11:09:25 -0400 Subject: [rt-users] RT 3.8.1 and iCal In-Reply-To: <7653E693-CA16-49D2-B11E-DF3009C44B35@bestpractical.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <49078486.5040602@triumf.ca> <20081029160357.GK40760@31b.local> <7653E693-CA16-49D2-B11E-DF3009C44B35@bestpractical.com> Message-ID: > I have all my RT Due dates showing up from an https:// link without > problem. I've had iCal refuse an ssl link but not google calendar. Very odd. I checked our logs, and it seems both gmail and google apps are trying to access the URL without SSL, even when the URI is given as SSL! https://rt.cambenergy.org/NoAuth/iCal/jpierce/65e81d957985da6d/Owner%20%3D%20'__CurrentUser__' ssl-access_log: 98.216.50.175 - - [30/Oct/2008:11:03:53 -0400] "GET /NoAuth/iCal/jpierce/65e81d9 57985da6d/Owner%20%3D%20%27__CurrentUser__%27 HTTP/1.1" 200 703 access_log: 66.249.70.193 - - [30/Oct/2008:10:48:07 -0400] "GET /NoAuth/iCal/jpierce/65e81d957985da6d/Owner%20%3D%20'__CurrentUser__' HTTP/1.1" 404 5518 "-" "Mozilla/5.0 (compatible; Googlebot/2.1; +http://www.google.com/bot.html)" From jesse at bestpractical.com Thu Oct 30 12:54:13 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Oct 2008 12:54:13 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: References: Message-ID: <20081030165413.GC47966@31b.local> On Thu 30.Oct'08 at 7:55:56 -0400, Lars Kellogg-Stedman wrote: > I don't know if this is of general interest or not... > > I found the patches at http://www.usit.uio.no/it/rt/modifications/ > that allow RT to associate email with tickets based on the References: > and In-Reply-To: headers if there is no subject tag. I've made these > work with RT 3.8.1; the changes are here: It's something I'm of two minds about. On the one-hand, it's a really slick feature that makes a lot of things easier. On the other hand, it's quite common for users to open new tickets by popping up an old ticket reply and changing the subject and body. Which will incorrectly thread it as on the previous ticket. (Most mail clients don't expose "in-reply-to" and "references" headers for user editing.) It'd be cool if this could become an RT extension that oculd be cpanned. > > http://code.google.com/p/rt-references/ > > These are only briefly tested and are not in production use, but I > figured someone else might be interested. > > -- Lars > > -- > 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 > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From ldcaltan at isystemsllc.com Thu Oct 30 13:08:44 2008 From: ldcaltan at isystemsllc.com (Lorand S. D'Caltan) Date: Thu, 30 Oct 2008 13:08:44 -0400 Subject: [rt-users] Corrupt Attachments in 3.8.1 Message-ID: <842A387C705B2546B8483DAD6148BDF6340EDCE9AF@email.isystems.lan> I am experiencing the dreaded Attachment Corruption issue with an upgraded 3.8.1 RT. Upgraded from 1.4.3, DID run the DB patch script. Does anyone know of a solution I could try for this issue? Software Versions: RT: 3.8.1 Perl: 5.8.8 Apache: 2.0.54 MySQL: 4.1.20 Thank you in advance. <><><><><><><><> 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 jesse at bestpractical.com Thu Oct 30 13:11:30 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Oct 2008 13:11:30 -0400 Subject: [rt-users] shipwright tarball for RT 3.8.1 ? In-Reply-To: References: Message-ID: <20081030171130.GI47966@31b.local> On Mon 27.Oct'08 at 15:54:39 -0400, Andy Cobaugh wrote: > > Was there going to be a shipwright tarball for RT 3.8.1 ? > > I saw some mention of this a while back, but have only been able to find > shipwright for 3.8.0. Not yet, but when we have it, you should be able to get at it via subversion with: svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel I'll see if I can make that happen today, but no promises > > --andy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ian at going.com Thu Oct 30 13:23:16 2008 From: ian at going.com (Ian Marlier) Date: Thu, 30 Oct 2008 13:23:16 -0400 Subject: [rt-users] Scrip to notify group members on resolve Message-ID: <74f9e4400810301023q1ae8a44do477da3e6ed97d705@mail.gmail.com> Apologies if this is the wrong place to send this, but I'm hoping that someone might be able to give me a little help with a custom Scrip. I'm using RT 3.6.6. I'd like to put together a custom condition and custom action that amount to the following: On resolve, notify all members of group "GroupName" who are neither the actor nor the requestor on the ticket I've been able to get little pieces of this, but I don't know the object model (or perl, for that matter) well enough to get the whole thing working. Can anyone help? Thanks much, - Ian From johnseto at cs.ubc.ca Thu Oct 30 13:07:46 2008 From: johnseto at cs.ubc.ca (John Seto) Date: Thu, 30 Oct 2008 10:07:46 -0700 Subject: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perl and self installed Perl Message-ID: <4909E9E2.2010003@cs.ubc.ca> Hi all Scenario: Server - 64 bit RedHat 5 Enterprise with Perl and Apache provided (no hand in this setup) RT Version: 3.6.3 Perl Version: 5.8.8 Background: I have successfully setup RT 3.6.3 in this environment by satisfying the dependencies against the system Perl (installing from CPAN). RT is running Apache and mod_perl. The goal of this project is to create an RT setup that runs against a local Perl version installed in /opt and has its Perl dependencies satisfied there as well. The concern of the sys admins is that periodic Red Hat patches will 'break' RT and the hope is that this proposed RT setup will avoid against that possibility. Disclaimer: I'm a relative Perl noobie. Progress: To avoid against the possibility of polluting the system Perl libraries, I build Perl as non-root in /tmp and satisfy RT dependencies via CPAN there. This goes smoothly. I also ensure that @INC is modified at Apache startup to append the local Perl library paths at the front of the @INC array. I did this by having a PerlRequire startup.pl statement in the config file and the startup.pl containing use lib qw(paths to search). Roadblock: Starting apache fails. I have tried rebuilding Perl several times with different flags/switches off/on. The error message I always get is: [Wed Oct 29 15:24:02 2008] [error] Can't load '/opt/perl/lib/5.8.8/x86_64-linux/auto/Encode/Encode.so' for module Encode: /opt/perl/lib/5.8.8/x86_64-linux/auto/Encode/Encode.so: undefined symbol: PL_curpad at /opt/perl/lib/5.8.8/x86_64-linux/XSLoader.pm line 70.\n at /opt/perl/lib/5.8.8/x86_64-linux/Encode.pm line 9\nCompilation failed in require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 48.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 66.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 66.\nCompilation failed in require at (eval 3) line 1.\n Googling about PL_curpad is not helpful and I've searched the RT-user archive to no avail. I'm suspecting the system Perl and the local Perl are not getting along but I have no clue how to proceed from here. To reiterate, I'm a Perl noobie. Thanks in advance for any help or insights. John From phalenor at gmail.com Thu Oct 30 13:52:58 2008 From: phalenor at gmail.com (Andrew Cobaugh) Date: Thu, 30 Oct 2008 13:52:58 -0400 Subject: [rt-users] shipwright tarball for RT 3.8.1 ? In-Reply-To: <20081030171130.GI47966@31b.local> References: <20081030171130.GI47966@31b.local> Message-ID: <1b8d56200810301052h2e11f834g37d4edcd0dab5383@mail.gmail.com> On Thu, Oct 30, 2008 at 1:11 PM, Jesse Vincent wrote: > > Not yet, but when we have it, you should be able to get at it via > subversion with: > > svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel > > I'll see if I can make that happen today, but no promises Thanks! Also, were there issues with the build that's up there for 3.8.0? I tried it a few days ago, and RT complained about certain perl modules being a version or two older than what it wanted. Also, is there an easy way to build a shipwright vessel for the average user, or is that intended to be the job of the people making the releases? I intend to use shipwright to build/install RT into our distributed filesystem here. Makes RT much easier to migrate from one machine to another if I don't have to worry about things like perl. And sure, I could do all of this by hand, but shipwright should greatly simplify that ;) --andy From ktm at rice.edu Thu Oct 30 13:31:04 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 30 Oct 2008 12:31:04 -0500 Subject: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perl and self installed Perl In-Reply-To: <4909E9E2.2010003@cs.ubc.ca> References: <4909E9E2.2010003@cs.ubc.ca> Message-ID: <20081030173104.GI18362@it.is.rice.edu> Perl, apache, and mod_perl all need to be built together. You may be able to get it to work using fastcgi instead. Otherwise, you will need to rebuild apache/mod_perl with your local version of perl. Good luck, Ken On Thu, Oct 30, 2008 at 10:07:46AM -0700, John Seto wrote: > Hi all > > Scenario: > > Server - 64 bit RedHat 5 Enterprise with Perl and Apache provided (no > hand in this setup) > > RT Version: 3.6.3 > Perl Version: 5.8.8 > > Background: > I have successfully setup RT 3.6.3 in this environment by satisfying the > dependencies against the system Perl (installing from CPAN). RT is > running Apache and mod_perl. > > The goal of this project is to create an RT setup that runs against a > local Perl version installed in /opt and has its Perl dependencies > satisfied there as well. The concern of the sys admins is that periodic > Red Hat patches will 'break' RT and the hope is that this proposed RT > setup will avoid against that possibility. > Disclaimer: I'm a relative Perl noobie. > > Progress: > > To avoid against the possibility of polluting the system Perl libraries, > I build Perl as non-root in /tmp and satisfy RT dependencies via CPAN > there. This goes smoothly. I also ensure that @INC is modified at Apache > startup to append the local Perl library paths at the front of the @INC > array. > I did this by having a PerlRequire startup.pl statement in the config > file and the startup.pl containing use lib qw(paths to search). > > Roadblock: > > Starting apache fails. I have tried rebuilding Perl several times with > different flags/switches off/on. The error message I always get is: > > [Wed Oct 29 15:24:02 2008] [error] Can't load > '/opt/perl/lib/5.8.8/x86_64-linux/auto/Encode/Encode.so' for module > Encode: /opt/perl/lib/5.8.8/x86_64-linux/auto/Encode/Encode.so: > undefined symbol: PL_curpad at > /opt/perl/lib/5.8.8/x86_64-linux/XSLoader.pm line 70.\n at > /opt/perl/lib/5.8.8/x86_64-linux/Encode.pm line 9\nCompilation failed in > require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation > aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in > require at /opt/rt3/lib/RT.pm line 48.\nBEGIN failed--compilation > aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation failed in require at > /opt/rt3/bin/webmux.pl line 66.\nBEGIN failed--compilation aborted at > /opt/rt3/bin/webmux.pl line 66.\nCompilation failed in require at (eval > 3) line 1.\n > > Googling about PL_curpad is not helpful and I've searched the RT-user > archive to no avail. I'm suspecting the system Perl and the local Perl > are not getting along but I have no clue how to proceed from here. To > reiterate, I'm a Perl noobie. > > Thanks in advance for any help or insights. > > John > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Thu Oct 30 13:57:43 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 30 Oct 2008 13:57:43 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: <20081030165413.GC47966@31b.local> References: <20081030165413.GC47966@31b.local> Message-ID: This reply missed the list the first time around: > It's something I'm of two minds about. On the one-hand, it's a really > slick feature that makes a lot of things easier. On the other hand, it's > quite common for users to open new tickets by popping up an old ticket > reply and changing the subject and body. Which will incorrectly thread > it as on the previous ticket. (Most mail clients don't expose > "in-reply-to" and "references" headers for user editing.) This all came about from a "hey, ticket system product A has this feature that seems really slick, why doesn't RT do that"? So it was more proof of concept than anything else. The fact that RT, at least in 3.8.1, is already collecting message ids made my life much easier. One could perhaps implement some sort of time threshold to help winnow out this sort of thing. I don't know how other ticket systems that use the references information as a primary source handle this. > It'd be cool if this could become an RT extension that could be cpanned. If I'm the only person using this code (and only in my personal RT at the moment, not in our production system), this probably won't percolate very high up on my to do list. If someone else wants to try it out and verify that it works as described and spot any problems, I'd be happy to take a look at it. The biggest problem I see with making this an installable extension is that it requires patching RT/Interface/Email.pm. It's a one-liner... --- Email.pm.orig 2008-10-28 13:58:18.979900000 -0400 +++ Email.pm 2008-10-28 13:58:29.726978000 -0400 @@ -1229,6 +1229,7 @@ } $args{'ticket'} ||= ParseTicketId( $Subject ); + $args{'ticket'} ||= ParseReferences( $head ); $SystemTicket = RT::Ticket->new( $RT::SystemUser ); $SystemTicket->Load( $args{'ticket'} ) if ( $args{'ticket'} ) ; ...but I'm not sure where else to put it. To make this more graceful, there would need to be a registry of some sort so that the above code would look something like: for my $func (@registered_functions) { $args{'ticket'} = &$func($head) && last; } Or something. Maybe the MailPlugins interface could be beefed up to do more than authentication work? If this could add arbitrary attributes to the message object ($message->add('rt-ticket-id', ...)), that would be a fine place to insert this sort of code. Then Email.pm wouldn't explicitly do subject line scanning; this would be in a MailPlugin that was enabled by default...or enabled unilaterally, or something. From tgreen at accuship.com Thu Oct 30 14:12:28 2008 From: tgreen at accuship.com (Todd A. Green) Date: Thu, 30 Oct 2008 13:12:28 -0500 Subject: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perl and self, installed Perl (John Seto) In-Reply-To: References: Message-ID: <4909F90C.3080905@accuship.com> John, I have already been through this process with CentOS 5.2 (RHES 5.2) with the same goal in mind, to avoid messing with the packaged perl. My system is currently running as follows: CentOS 5.2 Perl 5.8.10 Apache 2.2.10 mod_perl 2.0.4 My solution was to: Install Perl 5.8.10 from src using default install path (/usr/local/) Make sure /usr/local/bin/perl showed up in $PATH before /usr/bin/perl Note: From this point all perl activities effect the 5.8.10 install since it's binaries come first in the path. Install mod_perl Install RT required modules via cpan Install RT This is much cleaner than my previous install under CentOS 4.x in which I attempted to maintain the packaged perl installation via cpan and force the OS not to update it via yum/up2date. With the new config the 'system perl' installation is untouched except for when system updates are applied, none of which would effect the RT installation stack. Todd From judy at epicenter.ucsd.edu Thu Oct 30 14:06:52 2008 From: judy at epicenter.ucsd.edu (Judy Illeman Gaukel) Date: Thu, 30 Oct 2008 11:06:52 -0700 Subject: [rt-users] Order of file attachments in Ticket Transaction Message-ID: <4909F7BC.5060103@epicenter.ucsd.edu> Hello Olaf, Did you ever get an answer to this question? I don't quite understand how RT chooses the order of the attachments - it doesn't seem to be based on file size, name or date of creation! Thank you, Judy Gaukel Hello list, I searched for this topic but didn't find anything, so I post this question again: Is there predictable order of file(name)s when I add more than one file as an attachment to a ticket correspondance? It looks like that neither order of uploading nor renaming the files (01...02...03... 04...) will result in a desired order of appearance in ticket transaction. I would like to reply to a ticket "Dear User, please follow the steps 1....4 as shown in the screenshots" and have the screenshots shown in Ticket History in desired order. Creating a reply for each of the screenshots is possible but painful. Any suggestions for a workaround or where to look for that problem? Regards Olaf Hamann From Hossein.Rafighi at triumf.ca Thu Oct 30 14:33:02 2008 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Thu, 30 Oct 2008 11:33:02 -0700 Subject: [rt-users] RT 3.8.1 and iCal In-Reply-To: <4908CD61.10004@triumf.ca> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <49078486.5040602@triumf.ca> <20081029160357.GK40760@31b.local> <4908CD61.10004@triumf.ca> Message-ID: <4909FDDE.4040206@triumf.ca> For the records, I ended up downloading RTx Calendar tarball and modified the Makefile to get this working. I am at loss why perl put everything in /usr/share/rt3! This is a dedicated VM host that only runs our RT. But, live and learn I guess. Thanks to everyone who replied, -- and Cheers, Hossein I wrote: > Thanks for the info. I did install RTx::Calendar from cpan, but the > installation procedure put everything in /usr/share/rt3! > Placing Set(@Plugins,(qw(RTx::Calendar))); in RT_SiteConfig is giving > the following error: > Can't locate RTx/Calendar.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3... > Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line > 55, line 273. > > Any Ideas? > 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 mathieu at closetwork.org Thu Oct 30 14:36:28 2008 From: mathieu at closetwork.org (Mathieu Longtin) Date: Thu, 30 Oct 2008 14:36:28 -0400 Subject: [rt-users] template on ticket creation Message-ID: <539eb5520810301136h56beccb8l3179d5f6451ed223@mail.gmail.com> When I create a ticket, is there a way to initially fill the description with some template? Then the user can edit it, remove it if necessary. Thanks -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Thu Oct 30 14:40:52 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 30 Oct 2008 14:40:52 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: References: <20081030165413.GC47966@31b.local> Message-ID: > The biggest problem I see with making this an installable extension is > that it requires patching RT/Interface/Email.pm. It's a one-liner... You can have _Local versions of core modules in extensions. For something like this, you probably want to try to implement your tweak as a wrapper around the existing code. See RTx::Tags' Search library. http://search.cpan.org/src/JPIERCE/RTx-Tags-0.06/lib/RT/Search/Googleish_Local.pm Also, to solve the problem of mis-filed messages (as Jesse described, or in other unforeseen cases) a complimentary extension to fork a ticket* at a given point (perhaps coupled with the clone ticket implementation I seem to recall seeing) could be (generally) helpful. * Possible starting point http://wiki.bestpractical.com/view/ForkIntoNewTicket -- Cambridge Energy Alliance: Save money & the planet From alexsm at gmail.com Thu Oct 30 14:43:41 2008 From: alexsm at gmail.com (Alex Moura) Date: Thu, 30 Oct 2008 16:43:41 -0200 Subject: [rt-users] E-mail address syntax for RT accounts Message-ID: Greetings, I just like to confirm if there is a limitation in the e-mail address field for an RT account, that does not allow it to have the dash character ("-"). When I tried to change an email address for an existing account, RT v.3.6.5 returned the error message: "User XXXX: Illegal value for EmailAddress" Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 30 14:46:26 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 30 Oct 2008 21:46:26 +0300 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: References: <20081030165413.GC47966@31b.local> Message-ID: <589c94400810301146t3dd89d2ay8e812a87c31dc231@mail.gmail.com> On Thu, Oct 30, 2008 at 8:57 PM, Lars Kellogg-Stedman wrote: > This reply missed the list the first time around: > >> It's something I'm of two minds about. On the one-hand, it's a really >> slick feature that makes a lot of things easier. On the other hand, it's >> quite common for users to open new tickets by popping up an old ticket >> reply and changing the subject and body. Which will incorrectly thread >> it as on the previous ticket. (Most mail clients don't expose >> "in-reply-to" and "references" headers for user editing.) > > This all came about from a "hey, ticket system product A has this > feature that seems really slick, why doesn't RT do that"? So it was > more proof of concept than anything else. The fact that RT, at least > in 3.8.1, is already collecting message ids made my life much easier. > One could perhaps implement some sort of time threshold to help winnow > out this sort of thing. I don't know how other ticket systems that > use the references information as a primary source handle this. > >> It'd be cool if this could become an RT extension that could be cpanned. > > If I'm the only person using this code (and only in my personal RT at > the moment, not in our production system), this probably won't > percolate very high up on my to do list. If someone else wants to try > it out and verify that it works as described and spot any problems, > I'd be happy to take a look at it. > > The biggest problem I see with making this an installable extension is > that it requires patching RT/Interface/Email.pm. It's a one-liner... Actually this's a wrong API change I missed during RT 3.6.x, earlier we were passing more than $Subject into ParseTicketId function. I think it's possible to pass MIMEObj next to $Subject into ParseTicketId function and override it in extension or wrap. I'm happy to apply such change for 3.8.2. > > --- Email.pm.orig 2008-10-28 13:58:18.979900000 -0400 > +++ Email.pm 2008-10-28 13:58:29.726978000 -0400 > @@ -1229,6 +1229,7 @@ > } > > $args{'ticket'} ||= ParseTicketId( $Subject ); > + $args{'ticket'} ||= ParseReferences( $head ); > > $SystemTicket = RT::Ticket->new( $RT::SystemUser ); > $SystemTicket->Load( $args{'ticket'} ) if ( $args{'ticket'} ) ; > > ...but I'm not sure where else to put it. To make this more graceful, > there would need to be a registry of some sort so that the above code > would look something like: > > for my $func (@registered_functions) { > $args{'ticket'} = &$func($head) && last; > } > > Or something. Maybe the MailPlugins interface could be beefed up to > do more than authentication work? If this could add arbitrary > attributes to the message object ($message->add('rt-ticket-id', ...)), > that would be a fine place to insert this sort of code. Then Email.pm > wouldn't explicitly do subject line scanning; this would be in a > MailPlugin that was enabled by default...or enabled unilaterally, or > something. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jesse at bestpractical.com Thu Oct 30 14:46:42 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Oct 2008 14:46:42 -0400 Subject: [rt-users] E-mail address syntax for RT accounts In-Reply-To: References: Message-ID: <20081030184642.GN47966@31b.local> On Thu 30.Oct'08 at 16:43:41 -0200, Alex Moura wrote: > Greetings, > > I just like to confirm if there is a limitation in the e-mail address > field for an RT account, that does not allow it to have the dash character > ("-"). > > When I tried to change an email address for an existing account, RT > v.3.6.5 returned the error message: > > "User XXXX: Illegal value for EmailAddress" > Nope. The limit is that it can't duplicate an existing account's address. In a more recent RT, we should be giving a better error message. -j > Thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From ktm at rice.edu Thu Oct 30 14:49:27 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 30 Oct 2008 13:49:27 -0500 Subject: [rt-users] E-mail address syntax for RT accounts In-Reply-To: References: Message-ID: <20081030184927.GK18362@it.is.rice.edu> I do not think this is the case. Do you have another user account with the same E-mail address? The E-mail address is the primary key and will give this error when you try to have two accounts with the same address. Ken On Thu, Oct 30, 2008 at 04:43:41PM -0200, Alex Moura wrote: > Greetings, > > I just like to confirm if there is a limitation in the e-mail address field > for an RT account, that does not allow it to have the dash character ("-"). > > When I tried to change an email address for an existing account, RT v.3.6.5 > returned the error message: > > "User XXXX: Illegal value for EmailAddress" > > Thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From cnelson at delivra.com Thu Oct 30 14:55:28 2008 From: cnelson at delivra.com (Chris Nelson) Date: Thu, 30 Oct 2008 14:55:28 -0400 Subject: [rt-users] Allowing Requestors to View Tickets in the UI Message-ID: <8e313b7a0810301155l57e3c984u9223689dad478381@mail.gmail.com> Is there a way to allow the end users of my system (the requestors) to view their tickets in the UI? The only way I can see this is: 1. Manually search for each requestor's email address in the Create User screen. 2. Give each the right to be granted permissions and access RT. 3. Give each user a password. 4. Create an "All Users" group. 5. Assign each user to the All Users group (for future features, hopefully). 6. Give the All Users group the rights I want 7. Teach every user how to use the interface to view a specific ticket. It doesn't even look like I can specify the dashboard for each group - or the home page. Surely this process is not the only way to do this. Before I devote a significant chunk of my time to this - can anyone tell me if I'm missing something? Thanks in advance! -Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Oct 30 14:59:08 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Oct 2008 14:59:08 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: <589c94400810301146t3dd89d2ay8e812a87c31dc231@mail.gmail.com> References: <20081030165413.GC47966@31b.local> <589c94400810301146t3dd89d2ay8e812a87c31dc231@mail.gmail.com> Message-ID: <20081030185908.GU7963@bestpractical.com> On Thu, Oct 30, 2008 at 09:46:26PM +0300, Ruslan Zakirov wrote: > > Or something. Maybe the MailPlugins interface could be beefed up to > > do more than authentication work? If this could add arbitrary > > attributes to the message object ($message->add('rt-ticket-id', ...)), > > that would be a fine place to insert this sort of code. Then Email.pm > > wouldn't explicitly do subject line scanning; this would be in a > > MailPlugin that was enabled by default...or enabled unilaterally, or > > something. Have a look at the CommandByMail plugin. it can do message rewriting. That might give you the rope yuou need. From falcone at bestpractical.com Thu Oct 30 15:03:45 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Oct 2008 15:03:45 -0400 Subject: [rt-users] Extract CustomFields from email In-Reply-To: <490981CF.9020705@idowa.de> References: <490981CF.9020705@idowa.de> Message-ID: <45B1833E-69BD-4E9A-A4E5-F572C0DDC4BC@bestpractical.com> On Oct 30, 2008, at 5:43 AM, Stefan Maier wrote: > Hi List. > > In our intranet we have a form to report certain problems. An email is > generated from the info the user provides and then sent via email to > RT(3.6). > > We now want to somehow parse the body of this email and fill out a few > custom fields. > > Is that possible; if yes, how? http://search.cpan.org/dist/RT-Extension-ExtractCustomFieldValues/ > > > Thanks in advance, > Stefan Maier > > -- > Mit freundlichen Gr??en > > Stefan Maier > > ========================================================== > Straubinger Tagblatt > EDV-Abteilung Straubing FON: +49 9421 940 256 > Ludwigsplatz 30 FAX: +49 9421 940 6236 > D-94315 Straubing > http://www.idowa.de Email: maier at idowa.de > ========================================================== > Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung > Cl. Attenkofer'sche Buch- und Kunstdruckerei > Verlagsbuchhandlung Straubing KG > Registergericht: Amtsgericht Straubing, HRA 1118 > ========================================================== > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sambauser at iastate.edu Thu Oct 30 15:23:55 2008 From: sambauser at iastate.edu (chris) Date: Thu, 30 Oct 2008 14:23:55 -0500 Subject: [rt-users] rt extension for computer config? Message-ID: <9C259899-D637-439D-A85C-E87A96A84B06@iastate.edu> I've been using RT for a while and I know there are quite a few extensions. The functionality I am looking for is something where we could create a request for a student employee to set up a computer and check off certain configuration options on how the computer is to be set up, what software to install, etc. Is there an extension like this for RT or would it be possible to create one? Thanks, Chris From jpierce at cambridgeenergyalliance.org Thu Oct 30 15:35:54 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 30 Oct 2008 15:35:54 -0400 Subject: [rt-users] Per-queue digests Message-ID: Has anyone looked into setting up RT to have digest setting per queue? In our setup some queues are higher volume or less important than others, and my users would like to receive those messages in digest form, but others as they come. -Jerrad -- Cambridge Energy Alliance: Save money & the planet From KFCrocker at lbl.gov Thu Oct 30 15:54:49 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 30 Oct 2008 12:54:49 -0700 Subject: [rt-users] assigning tickets In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053EF@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053EF@sticore.securetechnologies.ca.local> Message-ID: <490A1109.6050804@lbl.gov> Gabriel, My third sentence reads, "By default, RT will display on the Owner drop down any and all members of any group that has the "OwnTicket" right.". I guess it was easy to miss among all that other junk I wrote. Sorry. Kenn LBNL On 10/30/2008 6:12 AM, Gabriel Cadieux wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates another > problem where any page I go to when editing a ticket that mentions the owner > gets set back to "Nobody" from the current owner due to this. I don't understand > how even the root user could not be allowed to assign a ticket to someone else.. > doesn't SuperUser encompass all other permissions as well, including those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Wednesday, October 29, 2008 4:26 PM > To: Gabriel Cadieux > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] assigning tickets > > > Gabriel, > > > This is accomplished using privileges and groups. You could also grant > individual Users the right to own tickets in a queue, but that would be > a maintenance nightmare. By default, RT will display on the Owner drop > down any and all members of any group that has the "OwnTicket" right. If > they have "TakeTicket, along with "SeeQueue", then they would be able to > see tickets in a queue and TAKE any ticket that wasn't already owned. If > they do NOT have "OwnTicket" for a queue, then granting the > "StealTicket" would not work. They cannot steal something they are not > allowed to own. So, to make this simple, find out what groups have > rights to the queue in question, and make sure they have the appropriate > rights AND make sure the user you want to own tickets is in one of those > groups. Hope this helps. > > > Kenn > LBNL > > On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: >> hi list, >> >> why is it that i can't seem to be able to assign tickets to other people, >> even when i own them? when i see the main ticket display, it shows my user >> as the owner, for example, after taking it... then in the "People" tab, >> only "Nobody" appears in the list of people to set the owner to.. i don't >> want to have to have the person i want the ticket assigned to to have to login >> and "steal" the ticket in order to have it assigned to them, i want to be able >> to force them to own it, like it should be... >> >> i can't do this as anyone.. not even root, or a user that has superuser priviledges... >> >> rt 3.6.7.. >> >> i don't get it :( >> >> -gabe >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From jpierce at cambridgeenergyalliance.org Thu Oct 30 15:54:49 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 30 Oct 2008 15:54:49 -0400 Subject: [rt-users] RT 3.8.1 and iCal In-Reply-To: <7653E693-CA16-49D2-B11E-DF3009C44B35@bestpractical.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <49078486.5040602@triumf.ca> <20081029160357.GK40760@31b.local> <7653E693-CA16-49D2-B11E-DF3009C44B35@bestpractical.com> Message-ID: Are you (Kevin, Jesse, other SSL iCal + google calendar users) certain that google is accessing your feed over SSL? Does your NoAuth happen to also be available sans SSL? -- Cambridge Energy Alliance: Save money & the planet From darvin.denmian at gmail.com Thu Oct 30 16:00:25 2008 From: darvin.denmian at gmail.com (Darvin Denmian) Date: Thu, 30 Oct 2008 18:00:25 -0200 Subject: [rt-users] Deleting a Ticket Message-ID: There is a way to delete a ticket in Rt 3.8.1? From ranatanveer at gmail.com Thu Oct 30 16:08:20 2008 From: ranatanveer at gmail.com (Rana Tanveer) Date: Fri, 31 Oct 2008 02:08:20 +0600 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <2282948c0810211105v1614e819n907b35e02bb96261@mail.gmail.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <2282948c0810211105v1614e819n907b35e02bb96261@mail.gmail.com> Message-ID: <2282948c0810301308o4ca3585bl8ca928469f005654@mail.gmail.com> Hi Kenn for my test I created several tickets in different queues and than merged them together, but on these merged ticket i am not getting the bounce error. there might be other things wrong i could not sort out. any further clue will be appreciated. -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- On Wed, Oct 22, 2008 at 12:05 AM, Rana Tanveer wrote: > > Hi Kenn > > Thanks for your valuable support > i will dig into it and let you know the situation. > > > -- > --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.com > --------------------------------------------- > > On Tue, Oct 21, 2008 at 11:20 PM, Kenneth Crocker wrote: > >> Rana, >> >> >> If you know SQL and have either SQL Plus or SQL Navigator (or some >> other tool), you might want to take a look at the "TICKETS" table. This >> table will show you any links, tickets it merged from, etc. That might tell >> you something. Have you run a query to see what queues there are/were in? If >> a ticket from another Queue was merged into a ticket in a different Queue >> AND if that is the cause, you might be able to correct the problem by >> unmerging the ticket, moving it to the correct queue and THEN merging it. >> To stop the problem, you could write a scrip that evaluates the >> "FROM" queue on a merge and if no the same as the "TO" queue, do not >> complete the transaction, or if that's not possible, UNDO the transaction. >> Just a thought. >> >> Kenn >> LBNL >> >> On 10/21/2008 5:35 AM, Rana Tanveer wrote: >> >>> Thanks Kenneth Crocker for you quick response >>> >>> might be but some other fellow did this merge. >>> >>> i actually want to know what should i do to avoid this situation. what to >>> check and where to check. situation is annoyed getting too much bounces like >>> that. >>> thanks for response >>> >>> regards, >>> >>> Rana Tanveer >>> >>> >>> >>> >>> >>> On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker >> KFCrocker at lbl.gov>> wrote: >>> >>> Rana, >>> >>> >>> When you merged the initial ticket, did you merge it into a >>> ticket in the same queue? >>> >>> >>> Kenn >>> LBNL >>> >>> >>> On 10/20/2008 8:11 AM, Rana Tanveer wrote: >>> >>> Hi RT Experts >>> >>> I am using RT 3.6.5. on a Fedora >>> 9 Machine, everything is fine >>> >>> >>> but on my few merged ticket i get the following error mail >>> generated and sent to root user. on every reply this error mail >>> generated. >>> >>> "RT thinks this message may be a bounce" >>> >>> could someone guide me where should i look for this error? and >>> how to overcome this? >>> >>> This problem is only with merged tickets only >>> >>> >>> -- --------------------------------------------- >>> Rana Tanveer >>> +923224194457 >>> http://www.sysadminsline.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 >>> >>> >>> >>> >>> >>> -- >>> --------------------------------------------- >>> Rana Tanveer >>> +923224194457 >>> http://www.sysadminsline.com >>> --------------------------------------------- >>> >> >> > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Thu Oct 30 16:26:27 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 30 Oct 2008 16:26:27 -0400 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <2282948c0810301314u5969a62bmef4c2ecb58f68bf8@mail.gmail.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <2282948c0810301314u5969a62bmef4c2ecb58f68bf8@mail.gmail.com> Message-ID: On Thu, 30 Oct 2008 16:14:49 -0400, Rana Tanveer wrote: > > > Hi Steve. > > I tried several methods to send the replies to some test tickets. but i > am > not getting the bounce error.. > > can you please explain it again for me. because i want to diagnose what > is > the problem. like how specifically i should send mail to ticket to get > this > error. > > thanks > Hi, From an RT ticket in the web interface, send a reply. On this reply, include a To, Cc, or Bcc recipient address that is the address of one of your RT queues. The reply should come into RT and generate the bounce message. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From ranatanveer at gmail.com Thu Oct 30 16:28:28 2008 From: ranatanveer at gmail.com (Rana Tanveer) Date: Fri, 31 Oct 2008 02:28:28 +0600 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <2282948c0810301314u5969a62bmef4c2ecb58f68bf8@mail.gmail.com> Message-ID: <2282948c0810301328u5886e4ean949ab8bdd8db3df3@mail.gmail.com> Hi, > > From an RT ticket in the web interface, send a reply. On this reply, > include a To, Cc, or Bcc recipient address that is the address of one of > your RT queues. The reply should come into RT and generate the bounce > message. > > > Steve > > -- > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT IS&T > Thanks for prompt response. -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu Oct 30 16:33:25 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 30 Oct 2008 16:33:25 -0400 Subject: [rt-users] rt extension for computer config? In-Reply-To: <9C259899-D637-439D-A85C-E87A96A84B06@iastate.edu> References: <9C259899-D637-439D-A85C-E87A96A84B06@iastate.edu> Message-ID: <519782dc0810301333q54e51692t43ec9ef6644aceb9@mail.gmail.com> Asset Tracker lets you track computer hardware with RT, allowing you to link tickets to assets, have custom fields for assets, etc. Assets are organized by type, similar to how RT organizes tickets by queue. I am the author if you have any questions. http://code.google.com/p/asset-tracker-4rt/ -Todd On Thu, Oct 30, 2008 at 3:23 PM, chris wrote: > I've been using RT for a while and I know there are quite a few > extensions. The functionality I am looking for is something where we > could create a request for a student employee to set up a computer > and check off certain configuration options on how the computer is to > be set up, what software to install, etc. Is there an extension like > this for RT or would it be possible to create one? > > > > Thanks, > > 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 gcadieux at securetechnologies.ca Thu Oct 30 16:48:03 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Thu, 30 Oct 2008 16:48:03 -0400 Subject: [rt-users] assigning tickets In-Reply-To: <490A1109.6050804@lbl.gov> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053F7@sticore.securetechnologies.ca.local> i'm so sorry kenn! lol i must have completely missed that. you're officially also credited for answering my question :) -gabe -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Thursday, October 30, 2008 3:55 PM To: Gabriel Cadieux Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] assigning tickets Gabriel, My third sentence reads, "By default, RT will display on the Owner drop down any and all members of any group that has the "OwnTicket" right.". I guess it was easy to miss among all that other junk I wrote. Sorry. Kenn LBNL On 10/30/2008 6:12 AM, Gabriel Cadieux wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates another > problem where any page I go to when editing a ticket that mentions the owner > gets set back to "Nobody" from the current owner due to this. I don't understand > how even the root user could not be allowed to assign a ticket to someone else.. > doesn't SuperUser encompass all other permissions as well, including those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Wednesday, October 29, 2008 4:26 PM > To: Gabriel Cadieux > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] assigning tickets > > > Gabriel, > > > This is accomplished using privileges and groups. You could also grant > individual Users the right to own tickets in a queue, but that would be > a maintenance nightmare. By default, RT will display on the Owner drop > down any and all members of any group that has the "OwnTicket" right. If > they have "TakeTicket, along with "SeeQueue", then they would be able to > see tickets in a queue and TAKE any ticket that wasn't already owned. If > they do NOT have "OwnTicket" for a queue, then granting the > "StealTicket" would not work. They cannot steal something they are not > allowed to own. So, to make this simple, find out what groups have > rights to the queue in question, and make sure they have the appropriate > rights AND make sure the user you want to own tickets is in one of those > groups. Hope this helps. > > > Kenn > LBNL > > On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: >> hi list, >> >> why is it that i can't seem to be able to assign tickets to other people, >> even when i own them? when i see the main ticket display, it shows my user >> as the owner, for example, after taking it... then in the "People" tab, >> only "Nobody" appears in the list of people to set the owner to.. i don't >> want to have to have the person i want the ticket assigned to to have to login >> and "steal" the ticket in order to have it assigned to them, i want to be able >> to force them to own it, like it should be... >> >> i can't do this as anyone.. not even root, or a user that has superuser priviledges... >> >> rt 3.6.7.. >> >> i don't get it :( >> >> -gabe >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales 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 Thu Oct 30 16:55:39 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 30 Oct 2008 16:55:39 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: References: <20081030165413.GC47966@31b.local> Message-ID: > You can have _Local versions of core modules in extensions. I see that you have not actually looked at my code :). In addition to the one-line patch to RT/Interface/Email.pm, the bundle includes RT/Ticket_Local.pm and RT/Interface/Email_Local.pm. > For > something like this, you probably want to try to implement your tweak > as a wrapper around the existing code. See RTx::Tags' Search library. The code in question is big and ugly. I could *replace* it, but I'm not sure that I can wrap or extend it. If you'd care to suggest a specific change I would appreciate the inspiration. -- Lars Kellogg-Stedman From lars at oddbit.com Thu Oct 30 16:58:13 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 30 Oct 2008 16:58:13 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: <589c94400810301146t3dd89d2ay8e812a87c31dc231@mail.gmail.com> References: <20081030165413.GC47966@31b.local> <589c94400810301146t3dd89d2ay8e812a87c31dc231@mail.gmail.com> Message-ID: > I think it's possible to pass MIMEObj next to $Subject into > ParseTicketId function and override it in extension or wrap. I'm happy > to apply such change for 3.8.2. If ParseTicketId() had access to all of the message headers, this would indeed make it easier to affect this change. Might even be useful for other things. I'm all for it. -- Lars Kellogg-Stedman From lars at oddbit.com Thu Oct 30 17:02:53 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 30 Oct 2008 17:02:53 -0400 Subject: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perl and self, installed Perl (John Seto) In-Reply-To: <4909F90C.3080905@accuship.com> References: <4909F90C.3080905@accuship.com> Message-ID: > I have already been through this process with CentOS 5.2 (RHES 5.2) with > the same goal in mind, to avoid messing with the packaged perl. I've built RT 3.8.1 RPMs for CentOS 5. I've also built all the perl dependencies as RPMs, so that with these + the EPEL repository you can simply "yum install rt3" and everything just works. This works with the native Perl install, doesn't break anything, and has generally made it very easy for me to roll out RT installs. What I lack is a good place to host said RPMs. -- Lars -- Lars Kellogg-Stedman From ruz at bestpractical.com Thu Oct 30 17:16:03 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 31 Oct 2008 00:16:03 +0300 Subject: [rt-users] Deleting a Ticket In-Reply-To: References: Message-ID: <589c94400810301416n70f55a38u511c7ad0b9f72904@mail.gmail.com> set status 'deleted', users need DeleteTicket right for that. On Thu, Oct 30, 2008 at 11:00 PM, Darvin Denmian wrote: > There is a way to delete a ticket in Rt 3.8.1? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jpierce at cambridgeenergyalliance.org Thu Oct 30 17:17:35 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 30 Oct 2008 17:17:35 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: References: <20081030165413.GC47966@31b.local> Message-ID: On Thu, Oct 30, 2008 at 16:55, Lars Kellogg-Stedman wrote: >> You can have _Local versions of core modules in extensions. > I see that you have not actually looked at my code :). Nope. Not necessary to answer you question about patching core. > In addition to the one-line patch to RT/Interface/Email.pm, the bundle includes > RT/Ticket_Local.pm and RT/Interface/Email_Local.pm. So cleverly re-design these to include your patch, or implement a wrapper that modifies the arguments as I did, and name it _Vendor; hoping nobody else needs to patch RT::Interface::Email. It's perl .: TIMTOTWDI. > The code in question is big and ugly. I could *replace* it, but I'm > not sure that I can wrap or extend it. If you'd care to suggest a > specific change I would appreciate the inspiration. Big, no. Ugly, sort-of. On a silver platter... amend your _Local to include something like: use RT::Interface::Email; my $core = \&RT::Interface::Email::Gateway; *RT::Interface::Email::Gateway = sub { my %args = %{shift}; $args{'ticket'} ||= ParseTicketId( $Subject ) || ParseReferences( $head ); $core->(\%args, @_); } No patching necessary. -- Cambridge Energy Alliance: Save money & the planet From jesse at bestpractical.com Thu Oct 30 17:27:53 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Oct 2008 17:27:53 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: <589c94400810301146t3dd89d2ay8e812a87c31dc231@mail.gmail.com> References: <20081030165413.GC47966@31b.local> <589c94400810301146t3dd89d2ay8e812a87c31dc231@mail.gmail.com> Message-ID: <20081030212753.GR47966@31b.local> > I think it's possible to pass MIMEObj next to $Subject into > ParseTicketId function and override it in extension or wrap. I'm happy > to apply such change for 3.8.2. From an RT::Interface::Email::Plugin, you have $args{'Message'}, which is the MIME::Entity RT will be working with. You can replace the MIME::Entity's subject with one containing a ticket id you want to thread it into. Ignore the badly named method GetCurrentUser. Side effects inside are a standard way to massage messages before ticket update/create. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From davidn at KeyMarkinc.com Thu Oct 30 17:18:51 2008 From: davidn at KeyMarkinc.com (David Nalley) Date: Thu, 30 Oct 2008 17:18:51 -0400 Subject: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perland self, installed Perl (John Seto) In-Reply-To: Message-ID: <81214BB68B68BF4586FE1D82E7B3C472E93BAA@kmex01.keymark.dom> > -----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: Thursday, October 30, 2008 5:03 PM > To: Todd A. Green > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Trying to install/run RT with 2 Perls > - Redhat Perland self, installed Perl (John Seto) > > > I have already been through this process with CentOS 5.2 (RHES 5.2) > > with the same goal in mind, to avoid messing with the packaged perl. > > I've built RT 3.8.1 RPMs for CentOS 5. I've also built all > the perl dependencies as RPMs, so that with these + the EPEL > repository you can simply "yum install rt3" and everything > just works. This works with the native Perl install, doesn't > break anything, and has generally made it very easy for me to > roll out RT installs. > > What I lack is a good place to host said RPMs. > Is there a reason they can't make it into EPEL? From ranatanveer at gmail.com Thu Oct 30 18:11:51 2008 From: ranatanveer at gmail.com (Rana Tanveer) Date: Fri, 31 Oct 2008 04:11:51 +0600 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <2282948c0810301314u5969a62bmef4c2ecb58f68bf8@mail.gmail.com> Message-ID: <2282948c0810301511rc665f0ame9db1100223a634c@mail.gmail.com> Hi, > > From an RT ticket in the web interface, send a reply. On this reply, > include a To, Cc, or Bcc recipient address that is the address of one of > your RT queues. The reply should come into RT and generate the bounce > message. > > > Steve > > Thanks Steve you are right. that was really the casue. now i have made necessary changes to my ticket and become cool !!!!!!!!!!!! -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Oct 30 18:38:31 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Oct 2008 18:38:31 -0400 Subject: [rt-users] RT 3.8.1 and iCal In-Reply-To: References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <49078486.5040602@triumf.ca> <20081029160357.GK40760@31b.local> <7653E693-CA16-49D2-B11E-DF3009C44B35@bestpractical.com> Message-ID: <20081030223831.GA7963@bestpractical.com> On Thu, Oct 30, 2008 at 03:54:49PM -0400, Jerrad Pierce wrote: > Are you (Kevin, Jesse, other SSL iCal + google calendar users) > certain that google is accessing your feed over SSL? Yes. > Does your NoAuth happen to also be available sans SSL? No. From lars at oddbit.com Thu Oct 30 20:17:55 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 30 Oct 2008 20:17:55 -0400 Subject: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perland self, installed Perl (John Seto) In-Reply-To: <81214BB68B68BF4586FE1D82E7B3C472E93BAA@kmex01.keymark.dom> References: <81214BB68B68BF4586FE1D82E7B3C472E93BAA@kmex01.keymark.dom> Message-ID: > Is there a reason they can't make it into EPEL? My rough count includes, in addition to rt itself, 22 separate packages, mostly Perl modules. While many of these were simply rebuilds of Fedora RPMs, several were either modified from rpmforge or built using cpan2rpm. I have neither the time nor inclination to do provide these with the level of support necessary to get them into EPEL. -- Lars Kellogg-Stedman From lars at oddbit.com Thu Oct 30 20:26:02 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 30 Oct 2008 20:26:02 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: References: <20081030165413.GC47966@31b.local> Message-ID: >> I see that you have not actually looked at my code :). > Nope. Not necessary to answer you question about patching core. Oh look, it's the internet. -- Lars -- Lars Kellogg-Stedman From lars at oddbit.com Thu Oct 30 20:30:16 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Thu, 30 Oct 2008 20:30:16 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: <20081030212753.GR47966@31b.local> References: <20081030165413.GC47966@31b.local> <589c94400810301146t3dd89d2ay8e812a87c31dc231@mail.gmail.com> <20081030212753.GR47966@31b.local> Message-ID: > You can replace the MIME::Entity's subject with one containing a ticket > id you want to thread it into. I'd actually considered that, but one of the uses cases I was looking at would be a "stealth" RT -- for example, in addition to our organizational RT, I run one of my own for tracking personal email. At the moment, that means people get subject tags that they may wonder about. Ideally, I'd like my use of a ticket system to be more subtle. I'll take a closer look at the plugin options, though, and see if I can come up with something else. While the delivery was a little rough, Jerrad's suggestions point to another possible solution, although it's a little hacky for my taste. -- Lars Kellogg-Stedman From jesse at bestpractical.com Thu Oct 30 20:50:47 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Oct 2008 20:50:47 -0400 Subject: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To: In-Reply-To: References: <20081030165413.GC47966@31b.local> <589c94400810301146t3dd89d2ay8e812a87c31dc231@mail.gmail.com> <20081030212753.GR47966@31b.local> Message-ID: <20081031005047.GB7963@bestpractical.com> On Thu, Oct 30, 2008 at 08:30:16PM -0400, Lars Kellogg-Stedman wrote: > > You can replace the MIME::Entity's subject with one containing a ticket > > id you want to thread it into. > > I'd actually considered that, but one of the uses cases I was looking > at would be a "stealth" RT -- for example, in addition to our > organizational RT, I run one of my own for tracking personal email. > At the moment, that means people get subject tags that they may wonder > about. Ideally, I'd like my use of a ticket system to be more subtle. *nod* If you can make that go, I'd _love_ to see it. It's something I've wanted for a long time but not had the cycles to devote to it. From jonathan+rt-users at hst.org.za Fri Oct 31 04:58:21 2008 From: jonathan+rt-users at hst.org.za (Jonathan McKeown) Date: Fri, 31 Oct 2008 10:58:21 +0200 Subject: [rt-users] Moving transactions between tickets Message-ID: <200810311058.21972.jonathan+rt-users@hst.org.za> We have a ticket in our RT 3.6.6 installation containing correspondence which belongs to a different ticket. (A user followed up on a ticket using a new message with a changed subject line, sent direct to one of my technicians, rather than replying to the RT system's address. The technician pasted the tag in the subject line and forwarded the messages to RT - but unfortunately pasted the wrong tag, resulting in the messages being attached to the wrong ticket). I know how to identify the transaction numbers (from the links to the transactions in the ticket history), but is there any easy way to move the transactions to the correct ticket? Jonathan From mike.peachey at jennic.com Fri Oct 31 06:58:13 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 31 Oct 2008 10:58:13 +0000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <49097E1C.2030402@jennic.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> <490825FD.7070604@mbc.qld.edu.au> <49097E1C.2030402@jennic.com> Message-ID: <490AE4C5.7000700@jennic.com> Mike Peachey wrote: > Michael Mollard wrote: >> Sean, >> Identical to my error. I did find a 'make fixperms' which I stumbled >> across, not documented anywhere I could find, alongside 'make testdeps', >> and 'make fixdeps'. But it didn't change anything. Same errors. >> >> If I ever get this going, I may need to write a wiki article for the >> 'rest of us' who are new at this. If I ever get it working ;-) >> >> Keep in touch Sean, if I find anything I'll let you know. > > Be aware, this has been identified as a bug and we are working on it. > > In the meantime, you can circumvent the problem by turning on Devel mode > if you need to. Update: This issue is fixed in RT's development trunk and will be covered by RT-3.8.2, but we're now testing a workaround patch to force ExternalAuth to work around the bug and co-exist with RT-3.8.1. -- 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 olgierd at gmail.com Fri Oct 31 07:03:38 2008 From: olgierd at gmail.com (=?ISO-8859-2?Q?Olgierd_Zi=F3=B3ko?=) Date: Fri, 31 Oct 2008 12:03:38 +0100 Subject: [rt-users] Apache2, webmux issue: [error] Can't locate object method "Config" via package "RT" (...) - httpd does not start In-Reply-To: <57ca05690810310336o2423139bi100464dbfcf9e36a@mail.gmail.com> References: <57ca05690810310336o2423139bi100464dbfcf9e36a@mail.gmail.com> Message-ID: <57ca05690810310403r791e976dk417ada2db771458d@mail.gmail.com> 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." From darvin.denmian at gmail.com Fri Oct 31 07:09:16 2008 From: darvin.denmian at gmail.com (Darvin Denmian) Date: Fri, 31 Oct 2008 09:09:16 -0200 Subject: [rt-users] Deleting a Ticket In-Reply-To: <589c94400810301416n70f55a38u511c7ad0b9f72904@mail.gmail.com> References: <589c94400810301416n70f55a38u511c7ad0b9f72904@mail.gmail.com> Message-ID: thanks for reply, i was thinking in a button "delete" :) nice solution. On Thu, Oct 30, 2008 at 7:16 PM, Ruslan Zakirov wrote: > set status 'deleted', users need DeleteTicket right for that. > > On Thu, Oct 30, 2008 at 11:00 PM, Darvin Denmian > wrote: >> There is a way to delete a ticket in Rt 3.8.1? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > From mgrant at grant.org Fri Oct 31 08:49:39 2008 From: mgrant at grant.org (Michael Grant) Date: Fri, 31 Oct 2008 13:49:39 +0100 Subject: [rt-users] spam button Message-ID: <62b856460810310549j77b21c41gd05df40c54c49391@mail.gmail.com> Does anyone have any code I could copy/paste that creates a spam button which lets me delete the spam and then runs it through spamassassin -r to train spamassassin? At the moment, I have to view the original message with the full headers and copy/pasting it into spamassasin in a shell but this gets very tedious. Michael Grant From mike.peachey at jennic.com Fri Oct 31 09:52:43 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 31 Oct 2008 13:52:43 +0000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <490AF16D.8040207@mbc.qld.edu.au> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> <490825FD.7070604@mbc.qld.edu.au> <49097E1C.2030402@jennic.com> <490AE4C5.7000700@jennic.com> <490AF16D.8040207@mbc.qld.edu.au> Message-ID: <490B0DAB.10106@jennic.com> RT::Authen::ExternalAuth v0.06_03 is now available and is the first (and hopefully only) release candidate for v0.06. Michael Mollard, Sean McCreadie, Can you please test v0.06_03 as soon as possible and let me know how it goes? Having tested myself, it seems good and I'd like to get 0.06 out ASAP as it will be the first official release to support RT-3.8.x Unfortunately, I'm still waiting for CPAN to update with the new version, and when it does, it will be available here: http://search.cpan.org/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.06_03.tar.gz But if you'd like to try it now, you can get it from the BPS SVN server: $ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth $ cd RT-Authen-ExternalAuth $ perl Makefile.PL $ make $ make install and it will overwrite the previous version without conflict. -- 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 curtisb at vianet.ca Fri Oct 31 09:59:24 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 31 Oct 2008 09:59:24 -0400 Subject: [rt-users] spam button In-Reply-To: <62b856460810310549j77b21c41gd05df40c54c49391@mail.gmail.com> References: <62b856460810310549j77b21c41gd05df40c54c49391@mail.gmail.com> Message-ID: <490B0F3C.7040708@vianet.ca> Michael Grant wrote: > Does anyone have any code I could copy/paste that creates a spam > button which lets me delete the spam and then runs it through > spamassassin -r to train spamassassin? At the moment, I have to view > the original message with the full headers and copy/pasting it into > spamassasin in a shell but this gets very tedious. > > Michael Grant Personally I've taken the off-hands approach. The single config method works really nice, easy to add custom procmail recipes to pre-filter mail etc... http://wiki.bestpractical.com/view/SpamFiltering From lars at oddbit.com Fri Oct 31 10:23:54 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Fri, 31 Oct 2008 10:23:54 -0400 Subject: [rt-users] Moving transactions between tickets In-Reply-To: <200810311058.21972.jonathan+rt-users@hst.org.za> References: <200810311058.21972.jonathan+rt-users@hst.org.za> Message-ID: > I know how to identify the transaction numbers (from the links to the > transactions in the ticket history), but is there any easy way to move the > transactions to the correct ticket? I'm sure someone else will have a more authoritative answer, but it looks as if you could simply update the "objectid" field of the corresponding transaction in the transactions table. Something like: update transactions set objectid = where id = ; This worked just fine in my simple test. Note that I'm working from RT 3.8.1 assumptions, but our production RT 3.4.6 install appears to have a similar schema. -- Lars Kellogg-Stedman From chenga at ias.edu Fri Oct 31 10:31:39 2008 From: chenga at ias.edu (Alan Cheng) Date: Fri, 31 Oct 2008 10:31:39 -0400 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <490B0DAB.10106@jennic.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> <490825FD.7070604@mbc.qld.edu.au> <49097E1C.2030402@jennic.com> <490AE4C5.7000700@jennic.com> <490AF16D.8040207@mbc.qld.edu.au> <490B0DAB.10106@jennic.com> Message-ID: <490B16CB.9070904@ias.edu> Mike, I would like to report that v0.06_03 is working for my RHEL5/RT-3.8.1/Sun Directory Server 6.3. I am seeing new information in my RT log so I know the new version is indeed active. [Fri Oct 31 10:17:36 2008] [error]: Working around bug in RT and reloading RT::User (/usr/local/rt381/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) For v0.06_03 to work, I have to put in "Set( @Plugins,(qw(RT::Authen::ExternalAuth)));" into RT_SiteConfig.pm but didn't need this when running 0.05. I didn't even know this option before reading the posting from Michael Mollard. :) One little comment is that after checking out the source code from SVN, I had to cd to "RT-Authen-ExternalAuth/trunk" instead. Thanks for releasing this fix! Alan Mike Peachey wrote: > RT::Authen::ExternalAuth v0.06_03 is now available and is the first (and > hopefully only) release candidate for v0.06. > > Michael Mollard, Sean McCreadie, > > Can you please test v0.06_03 as soon as possible and let me know how it > goes? Having tested myself, it seems good and I'd like to get 0.06 out > ASAP as it will be the first official release to support RT-3.8.x > > Unfortunately, I'm still waiting for CPAN to update with the new > version, and when it does, it will be available here: > http://search.cpan.org/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.06_03.tar.gz > > But if you'd like to try it now, you can get it from the BPS SVN server: > > $ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth > $ cd RT-Authen-ExternalAuth > $ perl Makefile.PL > $ make > $ make install > > and it will overwrite the previous version without conflict. > > From mike.peachey at jennic.com Fri Oct 31 10:35:04 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 31 Oct 2008 14:35:04 +0000 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <490B16CB.9070904@ias.edu> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> <490825FD.7070604@mbc.qld.edu.au> <49097E1C.2030402@jennic.com> <490AE4C5.7000700@jennic.com> <490AF16D.8040207@mbc.qld.edu.au> <490B0DAB.10106@jennic.com> <490B16CB.9070904@ias.edu> Message-ID: <490B1798.5040608@jennic.com> Alan Cheng wrote: > Mike, > > I would like to report that v0.06_03 is working for my > RHEL5/RT-3.8.1/Sun Directory Server 6.3. Fantastic! > I am seeing new information in > my RT log so I know the new version is indeed active. > > [Fri Oct 31 10:17:36 2008] [error]: Working around bug in RT and > reloading RT::User > (/usr/local/rt381/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) Indeed. You can thank Kevin Falcone for that. > > For v0.06_03 to work, I have to put in "Set( > @Plugins,(qw(RT::Authen::ExternalAuth)));" into RT_SiteConfig.pm but > didn't need this when running 0.05. I didn't even know this option > before reading the posting from Michael Mollard. :) Yeah, will make sure this is at least in the README before a stable release (if Kevin hasn't put it in already). > > One little comment is that after checking out the source code from SVN, > I had to cd to "RT-Authen-ExternalAuth/trunk" instead. My bad. > > Thanks for releasing this fix! > > Alan Pleased to help :) Thanks to Kevin for the majority of the work. Come on then Michael.. one more confirmed happy person and I'm releasing 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 smccreadie at CanyonPartners.com Fri Oct 31 10:38:36 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Fri, 31 Oct 2008 07:38:36 -0700 Subject: [rt-users] Ldap Authentication setup question In-Reply-To: <490B1798.5040608@jennic.com> References: <48FF4005.E927.0018.0@mbc.qld.edu.au> <48FF3C23.6040807@jennic.com><49006BC6.E927.0018.0@mbc.qld.edu.au> <490035AC.90507@jennic.com><4905E23B.E927.0018.0@mbc.qld.edu.au> <49059009.5050401@jennic.com> <6A8A671AFE630144BC8AE1D84E6700B8013BF0C5@SR-ES-EMAIL01.canyonpartners.local> <490825FD.7070604@mbc.qld.edu.au> <49097E1C.2030402@jennic.com> <490AE4C5.7000700@jennic.com><490AF16D.8040207@mbc.qld.edu.au> <490B0DAB.10106@jennic.com><490B16CB.9070904@ias.edu> <490B1798.5040608@jennic.com> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8013BF448@SR-ES-EMAIL01.canyonpartners.local> Mike, I am downloading the new rev as we speak and will comment shortly. Thank you very much for all your great help, I appreciate it very much. 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: Friday, October 31, 2008 7:35 AM To: chenga at ias.edu Cc: RT Users Subject: Re: [rt-users] Ldap Authentication setup question Alan Cheng wrote: > Mike, > > I would like to report that v0.06_03 is working for my > RHEL5/RT-3.8.1/Sun Directory Server 6.3. Fantastic! > I am seeing new information in > my RT log so I know the new version is indeed active. > > [Fri Oct 31 10:17:36 2008] [error]: Working around bug in RT and > reloading RT::User > (/usr/local/rt381/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/Ex ternalAuth/autohandler/Auth:8) Indeed. You can thank Kevin Falcone for that. > > For v0.06_03 to work, I have to put in "Set( > @Plugins,(qw(RT::Authen::ExternalAuth)));" into RT_SiteConfig.pm but > didn't need this when running 0.05. I didn't even know this option > before reading the posting from Michael Mollard. :) Yeah, will make sure this is at least in the README before a stable release (if Kevin hasn't put it in already). > > One little comment is that after checking out the source code from SVN, > I had to cd to "RT-Authen-ExternalAuth/trunk" instead. My bad. > > Thanks for releasing this fix! > > Alan Pleased to help :) Thanks to Kevin for the majority of the work. Come on then Michael.. one more confirmed happy person and I'm releasing 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 __________________________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From gcadieux at securetechnologies.ca Fri Oct 31 10:52:12 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Fri, 31 Oct 2008 10:52:12 -0400 Subject: [rt-users] (no subject) Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053F9@sticore.securetechnologies.ca.local> hi all! is there a simple way to get stalled tickets to also show up in the "10 highest priority tickets that i own" along with the open ones? thanks Gabriel Cadieux Systems Engineer & IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca From ruz at bestpractical.com Fri Oct 31 10:57:03 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 31 Oct 2008 17:57:03 +0300 Subject: [rt-users] Moving transactions between tickets In-Reply-To: References: <200810311058.21972.jonathan+rt-users@hst.org.za> Message-ID: <589c94400810310757x296c80fbs96f653c2cd54b86b@mail.gmail.com> Yeah, it can be that easy as described by Lars, however you loose notifications when you move txns around using this way. May be it's better to forward again to correct ticket and tender an apology in another. On Fri, Oct 31, 2008 at 5:23 PM, Lars Kellogg-Stedman wrote: >> I know how to identify the transaction numbers (from the links to the >> transactions in the ticket history), but is there any easy way to move the >> transactions to the correct ticket? > > I'm sure someone else will have a more authoritative answer, but it > looks as if you could simply update the "objectid" field of the > corresponding transaction in the transactions table. Something like: > > update transactions set objectid = where id = > ; > > This worked just fine in my simple test. Note that I'm working from > RT 3.8.1 assumptions, but our production RT 3.4.6 install appears to > have a similar schema. > > -- > 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 > -- Best regards, Ruslan. From gcadieux at securetechnologies.ca Fri Oct 31 11:00:43 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Fri, 31 Oct 2008 11:00:43 -0400 Subject: [rt-users] (no subject) In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053F9@sticore.securetechnologies.ca.local> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053FB@sticore.securetechnologies.ca.local> also, what would be the easiest way to stop RT from quoting all the text on "comment" or "reply"? can i have the "comment" link NOT quote any text, and the "reply" link quote the entire message being replied to? thanks! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Gabriel Cadieux Sent: Friday, October 31, 2008 10:52 AM To: RT Users Mailing List (E-mail) Subject: [rt-users] (no subject) hi all! is there a simple way to get stalled tickets to also show up in the "10 highest priority tickets that i own" along with the open ones? thanks Gabriel Cadieux Systems Engineer & IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Fri Oct 31 11:09:45 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 31 Oct 2008 11:09:45 -0400 Subject: [rt-users] (no subject) In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053FB@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053FB@sticore.securetechnologies.ca.local> Message-ID: <490B1FB9.6000101@ucrwcu.rwc.uc.edu> For your first question, you should be able to edit the search to include stalled tickets from the RT Home. For your second, I suspect that will involve some editing of Ticket/Update.html to check if it is a comment or correspond and modify the $ARGS['QuoteTransaction'} argument appropriately. It may be as simple as a quick if in <%INIT> but I can't swear to that. Gabriel Cadieux wrote: > also, what would be the easiest way to stop RT from quoting all the text on "comment" or "reply"? can i have the "comment" link NOT quote any text, and the "reply" link quote the entire message being replied to? > > thanks! > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Gabriel > Cadieux > Sent: Friday, October 31, 2008 10:52 AM > To: RT Users Mailing List (E-mail) > Subject: [rt-users] (no subject) > > > hi all! > > is there a simple way to get stalled tickets to also show up in the "10 highest priority tickets that i own" along with the open ones? > > thanks > > Gabriel Cadieux > Systems Engineer & IT Security Analyst > STI - Secure Technologies International, Inc. > Tel. (613) 830-3131 ext. 304 > Cel. (613) 608-4635 > Fax. (613) 830-5320 > www.securetechnologies.ca > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From KFCrocker at lbl.gov Fri Oct 31 11:19:17 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 31 Oct 2008 08:19:17 -0700 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <2282948c0810301308o4ca3585bl8ca928469f005654@mail.gmail.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <2282948c0810211105v1614e819n907b35e02bb96261@mail.gmail.com> <2282948c0810301308o4ca3585bl8ca928469f005654@mail.gmail.com> Message-ID: <490B21F5.8040702@lbl.gov> Rana, What did you see in the database using sql? Kenn LBNL On 10/30/2008 1:08 PM, Rana Tanveer wrote: > Hi Kenn > > for my test I created several tickets in different queues and than > merged them together, but on these merged ticket i am not getting the > bounce error. > > there might be other things wrong i could not sort out. > > any further clue will be appreciated. > > > -- > --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.com > --------------------------------------------- > > > On Wed, Oct 22, 2008 at 12:05 AM, Rana Tanveer > wrote: > > > Hi Kenn > > Thanks for your valuable support > i will dig into it and let you know the situation. > > > > -- > --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.com > --------------------------------------------- > > On Tue, Oct 21, 2008 at 11:20 PM, Kenneth Crocker > wrote: > > Rana, > > > If you know SQL and have either SQL Plus or SQL Navigator > (or some other tool), you might want to take a look at the > "TICKETS" table. This table will show you any links, tickets it > merged from, etc. That might tell you something. Have you run a > query to see what queues there are/were in? If a ticket from > another Queue was merged into a ticket in a different Queue AND > if that is the cause, you might be able to correct the problem > by unmerging the ticket, moving it to the correct queue and THEN > merging it. > To stop the problem, you could write a scrip that > evaluates the "FROM" queue on a merge and if no the same as the > "TO" queue, do not complete the transaction, or if that's not > possible, UNDO the transaction. Just a thought. > > Kenn > LBNL > > > On 10/21/2008 5:35 AM, Rana Tanveer wrote: > > Thanks Kenneth Crocker for you quick response > > might be but some other fellow did this merge. > > i actually want to know what should i do to avoid this > situation. what to check and where to check. situation is > annoyed getting too much bounces like that. > thanks for response > > regards, > > Rana Tanveer > > > > > > On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker > > >> wrote: > > Rana, > > > When you merged the initial ticket, did you merge > it into a > ticket in the same queue? > > > Kenn > LBNL > > > On 10/20/2008 8:11 AM, Rana Tanveer wrote: > > Hi RT Experts > > I am using RT 3.6.5. > on a Fedora > > 9 Machine, everything is fine > > > but on my few merged ticket i get the following error > mail > generated and sent to root user. on every reply this > error mail > generated. > > "RT thinks this message may be a bounce" > > could someone guide me where should i look for this > error? and > how to overcome this? > > This problem is only with merged tickets only > > > -- --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.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 > > > > > > -- > --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.com > --------------------------------------------- > > > > > > > > > From KFCrocker at lbl.gov Fri Oct 31 11:21:06 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 31 Oct 2008 08:21:06 -0700 Subject: [rt-users] assigning tickets In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053F7@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053F7@sticore.securetechnologies.ca.local> Message-ID: <490B2262.9070004@lbl.gov> Gabriel, No problema. Just didn't want you to think I was a dunce. All is kool. Kenn LBNL On 10/30/2008 1:48 PM, Gabriel Cadieux wrote: > i'm so sorry kenn! lol > > i must have completely missed that. you're officially also credited for answering my question :) > > -gabe > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Thursday, October 30, 2008 3:55 PM > To: Gabriel Cadieux > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] assigning tickets > > > Gabriel, > > > My third sentence reads, "By default, RT will display on the Owner drop > down any and all members of any group that has the "OwnTicket" right.". > I guess it was easy to miss among all that other junk I wrote. Sorry. > > > Kenn > LBNL > > On 10/30/2008 6:12 AM, Gabriel Cadieux wrote: >> Kenn, >> >> In our configuration using 3.6.7, there are only two users besides root, >> myself and my co-worker, and we are both set to SuperUser priviledges. >> We will be the only ones using this system, so there is no need to start >> going all crazy with applying the proper permissions etc... (there will >> be read-only users added later, but i will make a group for them and set >> permissions when the time comes). The problem I am experiencing is that >> nobody (not even root) can ASSIGN a ticket to another user. The only user >> available to assign to is "Nobody", and on top of that, this creates another >> problem where any page I go to when editing a ticket that mentions the owner >> gets set back to "Nobody" from the current owner due to this. I don't understand >> how even the root user could not be allowed to assign a ticket to someone else.. >> doesn't SuperUser encompass all other permissions as well, including those >> necessary to change ticket ownership (not just own/take/steal tickets)? >> >> Thanks, >> >> -gabe >> >> >> -----Original Message----- >> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] >> Sent: Wednesday, October 29, 2008 4:26 PM >> To: Gabriel Cadieux >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] assigning tickets >> >> >> Gabriel, >> >> >> This is accomplished using privileges and groups. You could also grant >> individual Users the right to own tickets in a queue, but that would be >> a maintenance nightmare. By default, RT will display on the Owner drop >> down any and all members of any group that has the "OwnTicket" right. If >> they have "TakeTicket, along with "SeeQueue", then they would be able to >> see tickets in a queue and TAKE any ticket that wasn't already owned. If >> they do NOT have "OwnTicket" for a queue, then granting the >> "StealTicket" would not work. They cannot steal something they are not >> allowed to own. So, to make this simple, find out what groups have >> rights to the queue in question, and make sure they have the appropriate >> rights AND make sure the user you want to own tickets is in one of those >> groups. Hope this helps. >> >> >> Kenn >> LBNL >> >> On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: >>> hi list, >>> >>> why is it that i can't seem to be able to assign tickets to other people, >>> even when i own them? when i see the main ticket display, it shows my user >>> as the owner, for example, after taking it... then in the "People" tab, >>> only "Nobody" appears in the list of people to set the owner to.. i don't >>> want to have to have the person i want the ticket assigned to to have to login >>> and "steal" the ticket in order to have it assigned to them, i want to be able >>> to force them to own it, like it should be... >>> >>> i can't do this as anyone.. not even root, or a user that has superuser priviledges... >>> >>> rt 3.6.7.. >>> >>> i don't get it :( >>> >>> -gabe >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > > From jpierce at cambridgeenergyalliance.org Fri Oct 31 11:32:23 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 31 Oct 2008 11:32:23 -0400 Subject: [rt-users] (no subject) In-Reply-To: <280541245EBA5E4C8962C64B522AFE9A4053FB@sticore.securetechnologies.ca.local> References: <280541245EBA5E4C8962C64B522AFE9A4053F9@sticore.securetechnologies.ca.local> <280541245EBA5E4C8962C64B522AFE9A4053FB@sticore.securetechnologies.ca.local> Message-ID: On Fri, Oct 31, 2008 at 11:00, Gabriel Cadieux < gcadieux at securetechnologies.ca> wrote: > also, what would be the easiest way to stop RT from quoting all the text on > "comment" or "reply"? can i have the "comment" link NOT quote any text, and > the "reply" link quote the entire message being replied to? > > thanks! > Use the links at the top of the page to get blank textareas if you don't want to delte text. Comment/reply links in the history quote the message they are associated with. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From ranatanveer at gmail.com Fri Oct 31 11:42:11 2008 From: ranatanveer at gmail.com (Rana Tanveer) Date: Fri, 31 Oct 2008 21:42:11 +0600 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <490B21F5.8040702@lbl.gov> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <2282948c0810211105v1614e819n907b35e02bb96261@mail.gmail.com> <2282948c0810301308o4ca3585bl8ca928469f005654@mail.gmail.com> <490B21F5.8040702@lbl.gov> Message-ID: <2282948c0810310842n78a5ee16h6861f1b5a05e6f08@mail.gmail.com> On Fri, Oct 31, 2008 at 9:19 PM, Kenneth Crocker wrote: > Rana, > > > What did you see in the database using sql? > > > Kenn > LBNL Hi Kenn i did not check with sql uptill now because i want to test it what you say.. let me tell you what i did. 1. I created two tickets in different queues 2. than i merged these tickets (it show me only one queue at merged ticket) than i send many replies and but no bounce for that merged tickets. than i go for steve solution now i got that following are the causes of this bounce error : 1. adding queue address as requestor OR cc OR admincc OR all of three in tickets. 2. replying from ticket adding queue address as CC, BCC, etc. so i change my effected tickets and now there is no bounce. -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ranatanveer at gmail.com Fri Oct 31 11:43:11 2008 From: ranatanveer at gmail.com (Rana Tanveer) Date: Fri, 31 Oct 2008 21:43:11 +0600 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <490B21F5.8040702@lbl.gov> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <48FE0F4A.4060001@lbl.gov> <2282948c0810211105v1614e819n907b35e02bb96261@mail.gmail.com> <2282948c0810301308o4ca3585bl8ca928469f005654@mail.gmail.com> <490B21F5.8040702@lbl.gov> Message-ID: <2282948c0810310843t719bc27enf022a09a2f6715a9@mail.gmail.com> Rana, > > > What did you see in the database using sql? > > > Kenn > LBNL > and thanks a lot for your valuable time. -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Oct 31 12:07:48 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 31 Oct 2008 19:07:48 +0300 Subject: [rt-users] RT thinks this message may be a bounce In-Reply-To: <2282948c0810301511rc665f0ame9db1100223a634c@mail.gmail.com> References: <2282948c0810200811g15db681euac22fec0c2e8a215@mail.gmail.com> <48FCE04B.2020202@lbl.gov> <2282948c0810210535i38c31e31o735c59509603ca9f@mail.gmail.com> <2282948c0810301314u5969a62bmef4c2ecb58f68bf8@mail.gmail.com> <2282948c0810301511rc665f0ame9db1100223a634c@mail.gmail.com> Message-ID: <589c94400810310907h17bd9dfaq3c4f8e9a990d2dd8@mail.gmail.com> http://wiki.bestpractical.com/view/RTAddressRegexp On Fri, Oct 31, 2008 at 1:11 AM, Rana Tanveer wrote: > > >> Hi, >> >> From an RT ticket in the web interface, send a reply. On this reply, >> include a To, Cc, or Bcc recipient address that is the address of one of >> your RT queues. The reply should come into RT and generate the bounce >> message. >> >> Steve >> > > > Thanks Steve > > you are right. that was really the casue. > now i have made necessary changes to my ticket and become > > cool !!!!!!!!!!!! > > > > -- > --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.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 gcadieux at securetechnologies.ca Fri Oct 31 12:10:13 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Fri, 31 Oct 2008 12:10:13 -0400 Subject: [rt-users] (no subject) In-Reply-To: Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053FC@sticore.securetechnologies.ca.local> D'OH. thanks. lol -----Original Message----- From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: Friday, October 31, 2008 11:32 AM To: Gabriel Cadieux Cc: RT Users Mailing List (E-mail) Subject: Re: [rt-users] (no subject) On Fri, Oct 31, 2008 at 11:00, Gabriel Cadieux < gcadieux at securetechnologies.ca> wrote: also, what would be the easiest way to stop RT from quoting all the text on "comment" or "reply"? can i have the "comment" link NOT quote any text, and the "reply" link quote the entire message being replied to? thanks! Use the links at the top of the page to get blank textareas if you don't want to delte text. Comment/reply links in the history quote the message they are associated with. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcadieux at securetechnologies.ca Fri Oct 31 12:10:26 2008 From: gcadieux at securetechnologies.ca (Gabriel Cadieux) Date: Fri, 31 Oct 2008 12:10:26 -0400 Subject: [rt-users] (no subject) In-Reply-To: <490B1FB9.6000101@ucrwcu.rwc.uc.edu> Message-ID: <280541245EBA5E4C8962C64B522AFE9A4053FD@sticore.securetechnologies.ca.local> thanks, i will give that a shot! :) -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Friday, October 31, 2008 11:10 AM To: Gabriel Cadieux Cc: RT Users Mailing List (E-mail) Subject: Re: [rt-users] (no subject) For your first question, you should be able to edit the search to include stalled tickets from the RT Home. For your second, I suspect that will involve some editing of Ticket/Update.html to check if it is a comment or correspond and modify the $ARGS['QuoteTransaction'} argument appropriately. It may be as simple as a quick if in <%INIT> but I can't swear to that. Gabriel Cadieux wrote: > also, what would be the easiest way to stop RT from quoting all the text on "comment" or "reply"? can i have the "comment" link NOT quote any text, and the "reply" link quote the entire message being replied to? > > thanks! > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Gabriel > Cadieux > Sent: Friday, October 31, 2008 10:52 AM > To: RT Users Mailing List (E-mail) > Subject: [rt-users] (no subject) > > > hi all! > > is there a simple way to get stalled tickets to also show up in the "10 highest priority tickets that i own" along with the open ones? > > thanks > > Gabriel Cadieux > Systems Engineer & IT Security Analyst > STI - Secure Technologies International, Inc. > Tel. (613) 830-3131 ext. 304 > Cel. (613) 608-4635 > Fax. (613) 830-5320 > www.securetechnologies.ca > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 lars at oddbit.com Fri Oct 31 13:40:01 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Fri, 31 Oct 2008 13:40:01 -0400 Subject: [rt-users] Moving transactions between tickets In-Reply-To: <589c94400810310757x296c80fbs96f653c2cd54b86b@mail.gmail.com> References: <200810311058.21972.jonathan+rt-users@hst.org.za> <589c94400810310757x296c80fbs96f653c2cd54b86b@mail.gmail.com> Message-ID: > Yeah, it can be that easy as described by Lars, however you loose > notifications when you move txns around using this way. How hard would it be to add a "move to another ticket" option to each transaction? Maybe one that's only available on the "History" page, rather than in the normal view? Or maybe just a new permission to enable it? I know I've seen requests for this sort of thing before, but I've never really thought about the implications. -- Lars Kellogg-Stedman From jesse at bestpractical.com Fri Oct 31 13:43:15 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 31 Oct 2008 13:43:15 -0400 Subject: [rt-users] Moving transactions between tickets In-Reply-To: References: <200810311058.21972.jonathan+rt-users@hst.org.za> <589c94400810310757x296c80fbs96f653c2cd54b86b@mail.gmail.com> Message-ID: <20081031174315.GD8178@173-101-193-108.area4.spcsdns.net> On Fri 31.Oct'08 at 13:40:01 -0400, Lars Kellogg-Stedman wrote: > > Yeah, it can be that easy as described by Lars, however you loose > > notifications when you move txns around using this way. > > How hard would it be to add a "move to another ticket" option to each > transaction? Maybe one that's only available on the "History" page, > rather than in the normal view? Or maybe just a new permission to > enable it? I know I've seen requests for this sort of thing before, > but I've never really thought about the implications. That violates part of RT's central "history is immutable" philosophy. At a code level, it should be pretty straight forward, but it's unlikely to ever be accepted in the core. > > -- > 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 > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From alexsm at gmail.com Fri Oct 31 14:07:59 2008 From: alexsm at gmail.com (Alex Moura) Date: Fri, 31 Oct 2008 16:07:59 -0200 Subject: [rt-users] Resolve ticket option not available to RT user Message-ID: Greetings, One of our RT user accounts does not have the option to resolve tickets available in one specific queue, even tough we did put the account in the a group that other users belong and they don't have this limitation in the queue. Which permissions we should verify to make this user account (or group) to have the permission to resolve tickets? Thanks in advance -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Oct 31 14:11:42 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 31 Oct 2008 14:11:42 -0400 Subject: [rt-users] shipwright tarball for RT 3.8.1 ? In-Reply-To: <1b8d56200810301052h2e11f834g37d4edcd0dab5383@mail.gmail.com> References: <20081030171130.GI47966@31b.local> <1b8d56200810301052h2e11f834g37d4edcd0dab5383@mail.gmail.com> Message-ID: <20081031181142.GN7963@bestpractical.com> On Thu, Oct 30, 2008 at 01:52:58PM -0400, Andrew Cobaugh wrote: > On Thu, Oct 30, 2008 at 1:11 PM, Jesse Vincent wrote: > > > > Not yet, but when we have it, you should be able to get at it via > > subversion with: > > > > svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel > > > > I'll see if I can make that happen today, but no promises > > Thanks! > > Also, were there issues with the build that's up there for 3.8.0? I > tried it a few days ago, and RT complained about certain perl modules > being a version or two older than what it wanted. > > Also, is there an easy way to build a shipwright vessel for the > average user, or is that intended to be the job of the people making > the releases? The goal is to make it easy. You can download shipwright from cpan and give it a stab. > > I intend to use shipwright to build/install RT into our distributed > filesystem here. Makes RT much easier to migrate from one machine to > another if I don't have to worry about things like perl. And sure, I > could do all of this by hand, but shipwright should greatly simplify > that ;) That's what we're trying for :) > --andy > -- From mcr at simtone.net Fri Oct 31 14:39:58 2008 From: mcr at simtone.net (mcr at simtone.net) Date: Fri, 31 Oct 2008 14:39:58 -0400 Subject: [rt-users] Allowing Requestors to View Tickets in the UI In-Reply-To: <8e313b7a0810301155l57e3c984u9223689dad478381@mail.gmail.com> References: <8e313b7a0810301155l57e3c984u9223689dad478381@mail.gmail.com> Message-ID: <20081031184000.94B434DCE6D@diesel.bestpractical.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 So, what I did was a bit of a hack, but I like it. My users/customers already have accounts in a portal. If they submit a trouble ticket (by any path, we have a web form that generates an email to RT as well), they can view their tickets via our portal. If you don't have that relationship with your customers, then this won't work for you. Note that I do *not* validate my customers against LDAP or AD or anything like that, our SIMtone USP has an entirely different interface, and I validate them against that already. I could write a module to have RT validate against that, but that would cause the users to have to perform a seperate login to RT, and I'm showing the RT interface in an IFRAME. I did this by using ProxyPass on my portal, and in my backend (which is rails), I am stuffing a session cookie into RT's session DB (using just enough of RT.pm), and also stuffing the cookie into the client's browser. That means that they appear to RT that they are already logged in. I realized that since the cookie values in both rails and RT are arbitrary values, that actually I can probably get away with having only a single cookie. (My DB, RT, rails application server(s), and Apache load balancer are all seperate VMs, btw) I would be happy to share this code. Ah, it's only 20 lines, here ya go: #!/usr/bin/perl package RT; use lib ( "/usr/local/share/request-tracker3.6/lib", "/usr/share/request-tracker3.6/lib" ); use RT; use RT::I18N; use RT::CurrentUser; use RT::System; use Data::Dumper; my $email = $ARGV[0]; LoadConfig(); #Get a database connection Init(); my $hostname = "example.com"; my $hostport = 80; my $cookiename = "RT_SID_".$hostname.".".$hostport; my $session_class = 'Apache::Session::MySQL'; use Apache::Session::MySQL; my %session; # morning bug avoidance attempt -- pdh 20030815 unless ($RT::Handle->dbh && $RT::Handle->dbh->ping) { $RT::Handle->Connect(); } eval { tie %session, $session_class, undef, { Handle => $RT::Handle->dbh, LockHandle => $RT::Handle->dbh, }; }; my $user = RT::CurrentUser->new; $user->LoadByName($email); if (!$user->Id) { my $RootUser = RT::User->new(RT::CurrentUser->new('root')); my ($val, $msg) = $RootUser->Create("EmailAddress" => $email, "Name" => $email); die $msg if($val == 0); $user->Load($val); } $session{'CurrentUser'}=$user; print $session{_session_id}."\n"; #print "Session is: ".Dumper($user)."\n"; -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iQDVAwUBSQtQ+u0sRu40D6vCAQJHgQYAwAgXNBdhXXVyW3Xzri71U3fLNGq4nFpl /a8knzFyC/xwiKDAPwwM6KkolDGwlBA/36Z/1w3QdxQJSz/jcM5WXvZlHC8A7xsF lYpzn4hrKYn+IjhKu4qnXuKg+t3KV/TlTj4n8z4mSy448Ek61+dI1dfFFZz91MX2 ieQjM0Fb8K+SbM2J15gI374VO9D93CYd9jhgH/TKy31psUI2h7SE7m3NaBsDYmDu jdy84kie/Q+ubDKr4e5Gn+vM/oJ9OS0U =NDhm -----END PGP SIGNATURE----- From mcr at simtone.net Fri Oct 31 14:45:19 2008 From: mcr at simtone.net (mcr at simtone.net) Date: Fri, 31 Oct 2008 14:45:19 -0400 Subject: [rt-users] Moving transactions between tickets In-Reply-To: Your message of "Fri, 31 Oct 2008 13:43:15 EDT." <20081031174315.GD8178@173-101-193-108.area4.spcsdns.net> Message-ID: <20081031184522.AA4FB4DCE6D@diesel.bestpractical.com> >>>>> "Jesse" == Jesse Vincent writes: >> How hard would it be to add a "move to another ticket" option to >> each transaction? Maybe one that's only available on the >> "History" page, rather than in the normal view? Or maybe just a >> new permission to enable it? I know I've seen requests for this >> sort of thing before, but I've never really thought about the >> implications. Jesse> That violates part of RT's central "history is immutable" Jesse> philosophy. At a code level, it should be pretty straight Jesse> forward, but it's unlikely to ever be accepted in the core. So, make it "copy", and let the original copy be marked up as having been moved, but not remove it. -- Michael Richardson Director -- Consumer Desktop Development, Simtone Corporation, Ottawa, Canada Personal: http://www.sandelman.ca/mcr/ SIMtone Corporation fundamentally transforms computing into simple, secure, and very low-cost network-provisioned services pervasively accessible by everyone. Learn more at www.simtone.net and www.SIMtoneVDU.com From lars at oddbit.com Fri Oct 31 14:56:33 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Fri, 31 Oct 2008 14:56:33 -0400 Subject: [rt-users] Moving transactions between tickets In-Reply-To: <20081031184522.AA4FB4DCE6D@diesel.bestpractical.com> References: <20081031174315.GD8178@173-101-193-108.area4.spcsdns.net> <20081031184522.AA4FB4DCE6D@diesel.bestpractical.com> Message-ID: > So, make it "copy", and let the original copy be marked up as having > been moved, but not remove it. +1 Because there's a different between "history is immutable" and "my software knows better than you". People do make mistakes, and it's nice to be able to correct them. My secret vested interest in this is that if I adopt the use of message-id references for associating email with tickets, I need a mechanism for correcting the case where someone replies to an old email with the intent of opening a new issue. From jesse at bestpractical.com Fri Oct 31 14:58:59 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 31 Oct 2008 14:58:59 -0400 Subject: [rt-users] Moving transactions between tickets In-Reply-To: References: <20081031174315.GD8178@173-101-193-108.area4.spcsdns.net> <20081031184522.AA4FB4DCE6D@diesel.bestpractical.com> Message-ID: <20081031185859.GQ7963@bestpractical.com> On Fri, Oct 31, 2008 at 02:56:33PM -0400, Lars Kellogg-Stedman wrote: > > So, make it "copy", and let the original copy be marked up as having > > been moved, but not remove it. > > +1 Copy would be lovely. As would "clone this transaction to a new ticket" > > Because there's a different between "history is immutable" and "my > software knows better than you". People do make mistakes, and it's > nice to be able to correct them. My secret vested interest in this is > that if I adopt the use of message-id references for associating email > with tickets, I need a mechanism for correcting the case where someone > replies to an old email with the intent of opening a new issue. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From KFCrocker at lbl.gov Fri Oct 31 15:02:37 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 31 Oct 2008 12:02:37 -0700 Subject: [rt-users] Resolve ticket option not available to RT user In-Reply-To: References: Message-ID: <490B564D.5060108@lbl.gov> Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the "ModifyTicket" right must be given to that group for that queue. I assume they already have "SeeQueue", "OwnTicket", etc. Hope this helps. Kenn LBNL On 10/31/2008 11:07 AM, Alex Moura wrote: > Greetings, > > One of our RT user accounts does not have the option to resolve tickets > available in one specific queue, even tough we did put the account in > the a group that other users belong and they don't have this limitation > in the queue. Which permissions we should verify to make this user > account (or group) to have the permission to resolve tickets? > > Thanks in advance > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Fri Oct 31 15:03:34 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Fri, 31 Oct 2008 15:03:34 -0400 Subject: [rt-users] Moving transactions between tickets In-Reply-To: <20081031185859.GQ7963@bestpractical.com> References: <20081031174315.GD8178@173-101-193-108.area4.spcsdns.net> <20081031184522.AA4FB4DCE6D@diesel.bestpractical.com> <20081031185859.GQ7963@bestpractical.com> Message-ID: > Copy would be lovely. As would "clone this transaction to a new ticket" So maybe in addition to "Reply" and "Comment", and "Forward" on each transaction, there would be a "Clone"? Should this be associated with a new permission? -- Lars Kellogg-Stedman From jesse at bestpractical.com Fri Oct 31 15:06:07 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 31 Oct 2008 15:06:07 -0400 Subject: [rt-users] Moving transactions between tickets In-Reply-To: References: <20081031174315.GD8178@173-101-193-108.area4.spcsdns.net> <20081031184522.AA4FB4DCE6D@diesel.bestpractical.com> <20081031185859.GQ7963@bestpractical.com> Message-ID: <20081031190607.GR7963@bestpractical.com> On Fri, Oct 31, 2008 at 03:03:34PM -0400, Lars Kellogg-Stedman wrote: > > Copy would be lovely. As would "clone this transaction to a new ticket" > > So maybe in addition to "Reply" and "Comment", and "Forward" on each > transaction, there would be a "Clone"? Should this be associated with > a new permission? Probably. Minor UI item, at that point, I may want to replace the buttons with a dropdown of actions. -jesse > -- > Lars Kellogg-Stedman > -- From barnesaw at ucrwcu.rwc.uc.edu Fri Oct 31 15:10:10 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 31 Oct 2008 15:10:10 -0400 Subject: [rt-users] Moving transactions between tickets In-Reply-To: <20081031185859.GQ7963@bestpractical.com> References: <20081031174315.GD8178@173-101-193-108.area4.spcsdns.net> <20081031184522.AA4FB4DCE6D@diesel.bestpractical.com> <20081031185859.GQ7963@bestpractical.com> Message-ID: <490B5812.3010904@ucrwcu.rwc.uc.edu> I believe Dirk Pape has a Fork/Clone patch floating around out there. I think it was him. I know I snagged it from somewhere. Jesse Vincent wrote: > > On Fri, Oct 31, 2008 at 02:56:33PM -0400, Lars Kellogg-Stedman wrote: > >>> So, make it "copy", and let the original copy be marked up as having >>> been moved, but not remove it. >>> >> +1 >> > > Copy would be lovely. As would "clone this transaction to a new ticket" > > > >> Because there's a different between "history is immutable" and "my >> software knows better than you". People do make mistakes, and it's >> nice to be able to correct them. My secret vested interest in this is >> that if I adopt the use of message-id references for associating email >> with tickets, I need a mechanism for correcting the case where someone >> replies to an old email with the intent of opening a new issue. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 alexsm at gmail.com Fri Oct 31 15:46:56 2008 From: alexsm at gmail.com (Alex Moura) Date: Fri, 31 Oct 2008 17:46:56 -0200 Subject: [rt-users] Resolve ticket option not available to RT user In-Reply-To: <490B564D.5060108@lbl.gov> References: <490B564D.5060108@lbl.gov> Message-ID: On 2008/10/31 Kenneth Crocker wrote: > Alex, > > Two things, one is that the user must be a member in the group that > has the required rights to that queue, the second is the "ModifyTicket" > right must be given to that group for that queue. I assume they already have > "SeeQueue", "OwnTicket", etc. Hope this helps. Thanks Kenn, Yes, the user can see the queue and update tickets. It only cannot resolve tickets. I've confirmed that RT says the user account is a member of the group that has rights to the queue. I just made a test including a test account in the same group, with same results: the "resolve ticket" option does not show up. The "group rights for queue" page says that the group the user belongs has these rights: AssignCustomFields CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowScrips ShowTemplate ShowTicket ShowTicketComments I thought the permissions above would be enough... Would it be that the user account itself need to have the ModifyTicket permission? -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Oct 31 15:50:58 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 31 Oct 2008 12:50:58 -0700 Subject: [rt-users] Resolve ticket option not available to RT user In-Reply-To: References: <490B564D.5060108@lbl.gov> Message-ID: <490B61A2.9010904@lbl.gov> Alex, No, the USer Does not need any rights assigned if they are already in a group with the correct rights. From your list, the correct rights has been granted, so there must be something else wrong. What is the error message you get? Kenn LBNL On 10/31/2008 12:46 PM, Alex Moura wrote: > On 2008/10/31 Kenneth Crocker > wrote: > > Alex, > > Two things, one is that the user must be a member in the > group that has the required rights to that queue, the second is the > "ModifyTicket" right must be given to that group for that queue. I > assume they already have "SeeQueue", "OwnTicket", etc. Hope this helps. > > > Thanks Kenn, > > Yes, the user can see the queue and update tickets. It only cannot > resolve tickets. > > I've confirmed that RT says the user account is a member of the group > that has rights to the queue. I just made a test including a test > account in the same group, with same results: the "resolve ticket" > option does not show up. > > The "group rights for queue" page says that the group the user belongs > has these rights: > > AssignCustomFields > CommentOnTicket > CreateTicket > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > > I thought the permissions above would be enough... > > Would it be that the user account itself need to have the ModifyTicket > permission? > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Fri Oct 31 20:35:33 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Fri, 31 Oct 2008 20:35:33 -0400 Subject: [rt-users] Display problems on Approvals page Message-ID: I'm trying to wrap my head around both the CSS and HTML structure of the approvals page (http://.../Approvals/). There are some very odd display problems with it that do not appear to be browser specific. Approvals -- and the "Search for approvals" form -- fall off the bottom of the white content area and end up flush left with the side of the browser window. Has anyone else encountered this? I'm poking through the code right now, but I don't know if I'll make much headway this evening. -- Lars Kellogg-Stedman From lars at oddbit.com Fri Oct 31 20:55:52 2008 From: lars at oddbit.com (Lars Kellogg-Stedman) Date: Fri, 31 Oct 2008 20:55:52 -0400 Subject: [rt-users] Display problems on Approvals page In-Reply-To: References: Message-ID: > of the browser window. Has anyone else encountered this? I'm poking > through the code right now, but I don't know if I'll make much headway > this evening. I've gotten as far as determining that the culprit is the following chunk of code in Approval/Approve: % if ($ShowHistory) { <& /Ticket/Elements/ShowHistory, Ticket => $approving, Collapsed => 0, ShowTitle => 0, ShowHeaders => 0, ShowDisplayModes => 0, ShowTitleBarCommands => 0 &> % } If I remove this, everything displays correctly. -- Lars Kellogg-Stedman From kelly.terry.jones at gmail.com Fri Oct 31 21:42:57 2008 From: kelly.terry.jones at gmail.com (Kelly Jones) Date: Fri, 31 Oct 2008 18:42:57 -0700 Subject: [rt-users] MySQL FULLTEXT searching Message-ID: <26face530810311842i76e429fbv8455452020055bb0@mail.gmail.com> 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? 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). -- We're just a Bunch Of Regular Guys, a collective group that's trying to understand and assimilate technology. We feel that resistance to new ideas and technology is unwise and ultimately futile. From ruz at bestpractical.com Fri Oct 31 22:13:07 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 1 Nov 2008 05:13:07 +0300 Subject: [rt-users] MySQL FULLTEXT searching In-Reply-To: <26face530810311842i76e429fbv8455452020055bb0@mail.gmail.com> References: <26face530810311842i76e429fbv8455452020055bb0@mail.gmail.com> Message-ID: <589c94400810311913m43f60f2dh641d887cef2682f0@mail.gmail.com> 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). > > -- > We're just a Bunch Of Regular Guys, a collective group that's trying > to understand and assimilate technology. We feel that resistance to > new ideas and technology is unwise and ultimately futile. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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.