From traiano at gmail.com Mon Sep 1 04:21:20 2008 From: traiano at gmail.com (Traiano Welcome) Date: Mon, 1 Sep 2008 10:21:20 +0200 Subject: [rt-users] Skipping Owner Change Notification on newly created tickets. In-Reply-To: <6.2.1.2.2.20080829081019.026aca18@mail.sdsu.edu> References: <6.2.1.2.2.20080829081019.026aca18@mail.sdsu.edu> Message-ID: Hi Gene Thanks for the response. Where would be the best place to make this modification? Looking at the code in "Ticket_Overlay.pm" I can't seem to spot how best to integrate it. Also, how would I implement this in the scrip. For reference, my custom cleanup code looks as follows (copied almost verbatim from the bestpractical wiki article to set default owner on ticket create"): -- my $MyUser = "traiano"; my $QueueName = "Test"; return 1 unless $self->TicketObj->QueueObj->Name eq $QueueName; my $Actor = $self->TransactionObj->Creator; return 1 if $Actor == $RT::SystemUser->id; return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; $RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." to user $MyUser" ); my ($status, $msg) = $self->TicketObj->SetOwner( $MyUser ); unless( $status ) { $RT::Logger->warning( "Impossible to assign the ticket to $MyUser: $msg" ); return undef; } 1; --- Many Thanks, Traiano On Fri, Aug 29, 2008 at 5:12 PM, Gene LeDuc wrote: > Hi Traiano, > > You can set the new owner without recording the transaction. If the > transaction doesn't get recorded then it can't trigger any scrips. > > $Ticket->_Set(Field=>'Owner', Value=>$newowner, RecordTransaction=>0); > > Regards, > Gene > > > At 02:48 AM 8/29/2008, Traiano Welcome wrote: > >> Hi All >> >> I have a scrip which automatically changes the owner from "Nobody" to >> another user when a new ticket is created in that queue, i.e it sets the >> default queue owner. Normally, the stock-standard >> notify-on-queue-owner-change scrip that runs after it would notify the new >> owner of the ticket allocation. My question is: >> Is there a way to turn off this notification to the default owner of the >> queue in this specific case, (i.e only when ticket has been assigned it's >> default owner from previously being owned by Nobody?). And, can this be done >> without breaking future upgrades of the RT3 installation? >> >> Thanks in Advance, >> Traiano Welcome >> > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State University > -- There is no Spoon. -------------- next part -------------- An HTML attachment was scrubbed... URL: From espen.wiborg at telio.no Mon Sep 1 05:46:11 2008 From: espen.wiborg at telio.no (Espen Wiborg) Date: Mon, 01 Sep 2008 11:46:11 +0200 Subject: [rt-users] RT requiring login for every click In-Reply-To: <8EC19229-0B5B-4B94-BCC2-19C811C3FADA@chrissearle.org> (Chris Searle's message of "Sun, 31 Aug 2008 11:39:30 +0200") References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> <589c94400808061334w51bc2aadlea930048100803cc@mail.gmail.com> <2f7701c908f5$3f511d20$2b01d59f@regione.toscana.it> <8EC19229-0B5B-4B94-BCC2-19C811C3FADA@chrissearle.org> Message-ID: <87tzd0b3mk.fsf@telio.no> Chris Searle writes: >> there are some DB maintenance scripts you need to run. read the >> install README file. this happened to me, too :) > > Do you recall which ones? > > After running make upgrade from 3.8.0 to 3.8.1 I ran > > /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password > -- > action upgrade > > And when asked - entered 3.8.0 as the version being upgraded from. > > However - I'm still getting asked to login for most clicks. > > I'm a little confused as to what maintenance script didn't get run here. Output of show create table sessions; ? -- Espen Wiborg Compared to system administration, being cursed forever is a step up. - Paul Tomko in the Monastery From christopher.ravnborg at gmail.com Mon Sep 1 07:08:35 2008 From: christopher.ravnborg at gmail.com (Christopher Ravnborg) Date: Mon, 1 Sep 2008 13:08:35 +0200 Subject: [rt-users] ISO8859-1(5) issue in search field Message-ID: <97b443f10809010408p6b5cdb28mf466b777f8207a9e@mail.gmail.com> Hi, I'm trying to find out how i make ? ? and ? as case insensitive as all other letters. The problem is ofcourse they do not look alike in the query. Here is first ?rhus (lower case ?) and ?rhus (upper case ?) Simple.html?q=%C3%A5rhus Simple.html?q=%C3%85rhus I want to be able to search for ?rhus and get results containing ?rhus. Is this at all possible ? - I've tried finding some documentation, but failed to find any help. Using 3.6 and debian 4.0. /Christopher -------------- next part -------------- An HTML attachment was scrubbed... URL: From Braam.van.Heerden at conversant.co.za Mon Sep 1 09:04:24 2008 From: Braam.van.Heerden at conversant.co.za (Braam van Heerden) Date: Mon, 1 Sep 2008 15:04:24 +0200 Subject: [rt-users] Issue with duplicate replies to Owner and AdminCC's Message-ID: Greetings, I've got some issues with my RT instance (3.6.6) that I can't solve after reading the Wiki. I am sure I missed the part containing the answer, though. Before I had a group of support personnel (A, B, C, D) that needed to be apprised of everything that happened in the customer support queue. So I went and made them all AdminCC's on the queue, and that worked fine. Howver, C and D are developers, and does not want to be bothered by irrelevant tickets. So I kept A and B as queue AdminCC's, but dropped C and D, though they still have permissions on the queue to own tickets. The permissions on the queue for the group A,B,C and D belong to is: AssignCustomFields CommentOnTicket CreateTicket DeleteTicket ModifyQueueWatchers ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc So now C and D gets no notifications of new tickets, while A and B gets all notifications of all tickets on the queue, which is exactly what was wanted. However, last week one of the developers D complained that he's getting no replies to tickets he's an owner of. Upon investigation I found that emails are only being sent to the AdminCC's, and not the Owner of a ticket. To remedy this, I added a scrip to send a notifcation to the owner on correspond or comment. This made D happy, as he now gets all replies. But A and B gets two replies if they are both AdminCC's and Owners, once from the mail-to-AdminCC scrip and once from the mail-to-Owner scrip. If I remove one of the two roles from the Reply-To screen, both are dropped, and if I add them back in, both roles are added back in. How can I disable sending duplicates like this? Thanks :) Braam van Heerden Conversant Systems (Pty) Ltd Tel: +27 11 782 2930 Cell: +27 82 336 4643 Skype: braamvh From lfcarneiro at rnp.br Mon Sep 1 11:06:30 2008 From: lfcarneiro at rnp.br (Leonardo Carneiro) Date: Mon, 01 Sep 2008 12:06:30 -0300 Subject: [rt-users] Doubt about RT autoreply feature Message-ID: <48BC04F6.7070904@rnp.br> Hello, all. I work at RNP (Brazilian NREN) NOC, and RT is one of our basic operations tool. We would like to know if the known auto-reply feature has the option of being used in a selective way. I mean, is there possible to specify an e-mail address in such a way that after the creation of a ticket based on this address, RT do not reply to the message? Actually, we are with some problems related to autoreply feature, which generate a lot of repeated messages after some e-mails receivings. Thanks in advance and best regards, -- Leonardo Carneiro Engineering and Operations Analyst NOC/RNP E-mail: lfcarneiro at rnp.br From jpierce at cambridgeenergyalliance.org Mon Sep 1 15:30:43 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 1 Sep 2008 15:30:43 -0400 Subject: [rt-users] Delayed scrip In-Reply-To: <48BB4714.5050901@cryologic.com> References: <48BB4714.5050901@cryologic.com> Message-ID: On Sun, Aug 31, 2008 at 21:36, wrote: > On create you could also generate a Reminder for the ticket which is set > to notify the owner in 24 hours. > Perhaps, but my users are far too disinclined to act for that to work. If there weren't major privacy implications, this would do: http://www.hitmelater.com/ I've done some searching for MTA level solutions to replicate this, where one might munge the recipient to by delay+luser=domain at example.com, without any luck. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From abhishek.netjain at gmail.com Mon Sep 1 15:32:15 2008 From: abhishek.netjain at gmail.com (abhishek jain) Date: Tue, 2 Sep 2008 01:02:15 +0530 Subject: [rt-users] Cannot login with default pasword Message-ID: <7416d8590809011232n710ec1b0u3f1e6bb65a6f6f1a@mail.gmail.com> Hi, I have just installed RT. and am not able to login with the password as password. pl. suggest, i installled via yum on Centos 5.x Thanks -- Thanks and kind Regards, Abhishek jain -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Mon Sep 1 15:35:25 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 1 Sep 2008 15:35:25 -0400 Subject: [rt-users] HOWTO Date Custom Fields In-Reply-To: <1220202429.4706.26.camel@trillian.ius.cc> References: <1220202429.4706.26.camel@trillian.ius.cc> Message-ID: On Sun, Aug 31, 2008 at 13:07, Ernesto Hernandez-Novich wrote: > I need to have two or three Custom Fields holding dates (for birthdays > and other date-dependent information unrelated to the ticket start or > due dates). I've managed to add a regex for structural validation of the > custom field, but would appreciate any pointers allowing me to: > > - Have the Date Selection picker available for the custom field, in the > same way it is available for entering reminder dates, start date, due > date, etc. I think you're going to have to use a custom (local) page. A callback might work for adding in the picker widget, but if you look you need to do some initialization as well, which is presently done via onLoad for the existing date fields. But I wasn't paying too close attention, just replacing the easy to miss "Date" text link with a calendar icon. - Making sure the value entered is a valid date. > I think the picker validates. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris+lists at chrissearle.org Mon Sep 1 16:43:07 2008 From: chris+lists at chrissearle.org (Chris Searle) Date: Mon, 1 Sep 2008 22:43:07 +0200 Subject: [rt-users] RT requiring login for every click In-Reply-To: <8EC19229-0B5B-4B94-BCC2-19C811C3FADA@chrissearle.org> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> <589c94400808061334w51bc2aadlea930048100803cc@mail.gmail.com> <2f7701c908f5$3f511d20$2b01d59f@regione.toscana.it> <8EC19229-0B5B-4B94-BCC2-19C811C3FADA@chrissearle.org> Message-ID: On 31. aug.. 2008, at 11.39, Chris Searle wrote: >> there are some DB maintenance scripts you need to run. read the >> install README file. this happened to me, too :) > > Do you recall which ones? > > After running make upgrade from 3.8.0 to 3.8.1 I ran > > /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password > --action upgrade > > And when asked - entered 3.8.0 as the version being upgraded from. > > However - I'm still getting asked to login for most clicks. > > I'm a little confused as to what maintenance script didn't get run > here. Been digging here - still not getting anywhere. Checked the sessions table structure - CREATE TABLE sessions ( id char(32) NOT NULL, a_session longtext, LastUpdated timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (id) ) ENGINE=InnoDB DEFAULT CHARSET=latin1; which looks very similar to etc/schema.mysql CREATE TABLE sessions ( id char(32) NOT NULL, a_session LONGTEXT, LastUpdated TIMESTAMP, PRIMARY KEY (id) ); The table was originally MyISAM (was the only one that was) - changed it to InnoDB on the offchance - made no difference in behaviour. Its odd - here's an example. Login - you're logged in Click 'Tickets' - you get the tickets query form Choose an owner and hit 'add these terms' - you get to the login screen Login again - you get to the tickets form _with_ the query updated. I've tried clearing the old session table (well - dumping it to disk then truncating it) - no change. The 3.8.0 backup - that works fine with no issues. From JoopvandeWege at mococo.nl Mon Sep 1 17:07:52 2008 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 01 Sep 2008 23:07:52 +0200 Subject: [rt-users] Newest history is not being displayed Message-ID: <48BC59A8.50406@mococo.nl> Hi All, I have a rather strange case where the newest history of a ticket is not displayed or when the pref display newest transactions first is set the oldest is not displayed. When people comment/reply to the ticket then the email is send but looking at the web interface the correspondence stops at 5-aug. There is nothing in the logs, using rt cli I can list all transactions but the webinterface refuses to let me see any after aug-5 Only thing in the logs is about merged tickets around the time when something happens on that ticket. I'm currently running rt-3.8.1 with RTFM-2.4.0 but it started when on rt-3.6.6 Anyone seen this one before ?? Joop From razvan.cosma at gmail.com Mon Sep 1 19:16:57 2008 From: razvan.cosma at gmail.com (Razvan Cosma) Date: Tue, 2 Sep 2008 02:16:57 +0300 Subject: [rt-users] RT 3.8.0 painfully slow on Firefox / Ubuntu Message-ID: Hello, I installed RT a few weeks ago, on Apache/Centos, and while its functions appear to all work correctly, a big problem is that ticket display screens are rendered painfully slow if using Firefox on Linux. On Windows, using IE, everything is snappy, Firefox a bit sluggish, but on Linux scrolling three pages down in a window renders like a 486 computer opening myspace. I have checked CPU and memory usage - no signs of overload there, disabled add-ons and plugins, again no noticeable increase in speed. Can you suggest what causes this slow redraws? It looks like a Javascript issue, should I blame prototipe? scriptaculous? Any suggested ways to search for what freezes the interface? Thank you -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Sep 1 16:55:01 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Sep 2008 13:55:01 -0700 Subject: [rt-users] ISO8859-1(5) issue in search field In-Reply-To: <97b443f10809010408p6b5cdb28mf466b777f8207a9e@mail.gmail.com> References: <97b443f10809010408p6b5cdb28mf466b777f8207a9e@mail.gmail.com> Message-ID: <7B1AD4A0-F796-45E2-9867-C6367D39D437@bestpractical.com> Christopher, We've fixed a large number of I18N issues in RT 3.8. It would be wonderful if you could give 3.8.1 a shot and tel me if it makes things any better. Best, Jesse On Sep 1, 2008, at 4:08 AM, Christopher Ravnborg wrote: > Hi, > I'm trying to find out how i make ? ? and ? as case insensitive as > all other letters. > The problem is ofcourse they do not look alike in the query. > Here is first ?rhus (lower case ?) and ?rhus (upper case ?) > Simple.html?q=%C3%A5rhus > Simple.html?q=%C3%85rhus > > I want to be able to search for ?rhus and get results containing > ?rhus. > Is this at all possible ? - I've tried finding some documentation, > but failed to find any help. > > Using 3.6 and debian 4.0. > > /Christopher > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Mon Sep 1 16:57:46 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Sep 2008 13:57:46 -0700 Subject: [rt-users] Can't call method "HasMemberRecursively" on an undefined value when promoting user to privileged In-Reply-To: <1c1b4d3a0808301232j6e975c1bh5bc6509cb7f6cb68@mail.gmail.com> References: <1c1b4d3a0808301232j6e975c1bh5bc6509cb7f6cb68@mail.gmail.com> Message-ID: On Aug 30, 2008, at 12:32 PM, Nathaniel Griswold wrote: > Hi, > > I'm running an rt-3.8.0 instance (upgraded from rt-3.4.4). I have a > problem with granting unprivileged users rights. This seems like there's a reasonable chance that it's either a mason cache issue (rm -rf var/mason_data/obj/ and restart apache) or a data issue. It feels like you might want to instrument Princpal_Overlay.pm to see what data it's getting passed. -j > > > When i try to "Let this user be granted rights" in the "Access > Control" panel of the user modification page i get the following error > in my browser: > --- > Can't call method "HasMemberRecursively" on an undefined value at > /bin/../lib/RT/CachedGroupMember_Overlay.pm line 221, line > 1662. > --- > > And the end of my apache error_log looks like this: > --- > [Sat Aug 30 19:22:48 2008] [warning]: Use of uninitialized value in > string eq at /p/condor/software/rt-3.8.0/bin/../l > ib/RT/Principal_Overlay.pm line 98. > (/p/condor/software/rt-3.8.0/bin/../lib/RT/Principal_Overlay.pm:98) > [Sat Aug 30 19:22:48 2008] [warning]: Use of uninitialized value in > concatenation (.) or string at /p/condor/software > /rt-3.8.0/bin/../lib/RT/Principal_Overlay.pm line 127. > (/p/condor/software/rt-3.8.0/bin/../lib/RT/Principal_Overlay.p > m:127) > [Sat Aug 30 19:22:48 2008] [crit]: Found a principal () that was > neither a user nor a group (/p/condor/software/rt-3. > 8.0/bin/../lib/RT/Principal_Overlay.pm:127) > [Sat Aug 30 19:22:48 2008] [crit]: Transaction not committed. Usually > indicates a software fault.Data loss may have o > ccurred (/p/condor/software/rt-3.8.0/bin/../lib/RT/Interface/Web/ > Handler.pm:198) > --- end apache error_log > > > Does anyone have any ideas as to what might be causing this? I've > searched around but no one else seems to have had the problem. The > same thing happened when i tested it in rt-3.8.1rc5. I've not yet > tried rt-3.8.1 > > 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 jesse at bestpractical.com Mon Sep 1 17:42:02 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Sep 2008 14:42:02 -0700 Subject: [rt-users] Doubt about RT autoreply feature In-Reply-To: <48BC04F6.7070904@rnp.br> References: <48BC04F6.7070904@rnp.br> Message-ID: <3E8D4082-7C5F-449C-9C1F-9BDD00C65D6E@bestpractical.com> On Sep 1, 2008, at 8:06 AM, Leonardo Carneiro wrote: > Hello, all. > > I work at RNP (Brazilian NREN) NOC, and RT is one of our basic > operations tool. > > We would like to know if the known auto-reply feature has the option > of > being used in a selective way. I mean, is there possible to specify an > e-mail address in such a way that after the creation of a ticket based > on this address, RT do not reply to the message? Actually, we are with > some problems related to autoreply feature, which generate a lot of > repeated messages after some e-mails receivings. In RT 3.8, you can go into a user record and say "never send this user mail" In earlier versions, if you simply set the user's "name" to be their email address and their email address to be blank, you'd get what you want. -Jesse > > > Thanks in advance and best regards, > > -- > Leonardo Carneiro > Engineering and Operations Analyst > NOC/RNP > E-mail: lfcarneiro at rnp.br > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Mon Sep 1 20:24:20 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 02 Sep 2008 10:24:20 +1000 Subject: [rt-users] Delayed scrip In-Reply-To: References: <48BB4714.5050901@cryologic.com> Message-ID: <48BC87B4.5040103@cryologic.com> Jerrad Pierce wrote: > On Sun, Aug 31, 2008 at 21:36, > wrote: > > On create you could also generate a Reminder for the ticket which is set > to notify the owner in 24 hours. > > Perhaps, but my users are far too disinclined to act for that to work. I don't quite understand: the email message you are sent by a reminder can be exactly the same as the email message you would receive on Ticket creation. Gordon From jesse at bestpractical.com Mon Sep 1 20:31:38 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Sep 2008 19:31:38 -0500 Subject: [rt-users] RT 3.8.0 painfully slow on Firefox / Ubuntu In-Reply-To: References: Message-ID: On Sep 1, 2008, at 6:16 PM, Razvan Cosma wrote: > Hello, > I installed RT a few weeks ago, on Apache/Centos, and while its > functions appear to all work correctly, a big problem is that ticket > display screens are rendered painfully slow if using Firefox on > Linux. On Windows, using IE, everything is snappy, Firefox a bit > sluggish, but on Linux scrolling three pages down in a window > renders like a 486 computer opening myspace. I have checked CPU and > memory usage - no signs of overload there, disabled add-ons and > plugins, again no noticeable increase in speed. Can you suggest what > causes this slow redraws? It looks like a Javascript issue, should I > blame prototipe? scriptaculous? Any suggested ways to search for > what freezes the interface? Actually, it's an interaction between firefox's corner rounding CSS and your X server. We've seen it on about 3 machines, but never managed to track it down. -j > > > 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 jesse at bestpractical.com Mon Sep 1 22:35:41 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Sep 2008 21:35:41 -0500 Subject: [rt-users] HOWTO Date Custom Fields In-Reply-To: <1220202429.4706.26.camel@trillian.ius.cc> References: <1220202429.4706.26.camel@trillian.ius.cc> Message-ID: <4AA65378-7406-45DF-A8D9-856453870E54@bestpractical.com> We have a nearly complete patch for Date Custom Fields from Emmanuel Lacour. It's in Ticket 8721 on http://rt3.fsck.com It came in just after the freeze for RT 3.8.0 and I really want it to get a bit more testing before we package it up as a part of RT. So. feedback is appreciated. On Aug 31, 2008, at 10:07 AM, Ernesto Hernandez-Novich wrote: > I need to have two or three Custom Fields holding dates (for birthdays > and other date-dependent information unrelated to the ticket start or > due dates). I've managed to add a regex for structural validation of > the > custom field, but would appreciate any pointers allowing me to: > > - Have the Date Selection picker available for the custom field, in > the > same way it is available for entering reminder dates, start date, due > date, etc. > - Making sure the value entered is a valid date. > > I'm using RT 3.6.1 as packaged by Debian Etch. > -- > 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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Tue Sep 2 03:06:08 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Sep 2008 09:06:08 +0200 Subject: [rt-users] RT 3.8.0 painfully slow on Firefox / Ubuntu In-Reply-To: References: Message-ID: <20080902070608.GA12508@easter-eggs.com> On Mon, Sep 01, 2008 at 07:31:38PM -0500, Jesse Vincent wrote: > > On Sep 1, 2008, at 6:16 PM, Razvan Cosma wrote: > > > Hello, > > I installed RT a few weeks ago, on Apache/Centos, and while its > > functions appear to all work correctly, a big problem is that ticket > > display screens are rendered painfully slow if using Firefox on > > Linux. On Windows, using IE, everything is snappy, Firefox a bit > > sluggish, but on Linux scrolling three pages down in a window > > renders like a 486 computer opening myspace. I have checked CPU and > > memory usage - no signs of overload there, disabled add-ons and > > plugins, again no noticeable increase in speed. Can you suggest what > > causes this slow redraws? It looks like a Javascript issue, should I > > blame prototipe? scriptaculous? Any suggested ways to search for > > what freezes the interface? > > Actually, it's an interaction between firefox's corner rounding CSS > and your X server. We've seen it on about 3 machines, but never > managed to track it down. > Here we ended in commenting all "-moz-border-radius:" and "-webkit-border-radius:" in web2 css. With this, we got good performances on FF. You can also try to disable the background image gradient. From elacour at easter-eggs.com Tue Sep 2 03:09:01 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Sep 2008 09:09:01 +0200 Subject: [rt-users] RT 3.8.0 painfully slow on Firefox / Ubuntu In-Reply-To: <20080902070608.GA12508@easter-eggs.com> References: <20080902070608.GA12508@easter-eggs.com> Message-ID: <20080902070901.GB12508@easter-eggs.com> On Tue, Sep 02, 2008 at 09:06:08AM +0200, Emmanuel Lacour wrote: > > > Here we ended in commenting all "-moz-border-radius:" and > "-webkit-border-radius:" in web2 css. With this, we got good > performances on FF. > > You can also try to disable the background image gradient. > FYI, the bug report: http://rt3.fsck.com/Ticket/Display.html?id=9898&user=guest&pass=guest From F350bidon at yahoo.com Tue Sep 2 06:22:40 2008 From: F350bidon at yahoo.com (F350) Date: Tue, 2 Sep 2008 03:22:40 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 Message-ID: <19267620.post@talk.nabble.com> Hello, I just upgraded RT from 3.8.0 to 3.8.1 as suggested in the README. Everything is OK except some charset problems with ticket titles as well as templates. In fact, characters like "?", "?" ... appear scrambled. However ticket history, menus and other text is not affected. Is this a known issue ? Thanks for your help. Regards -- View this message in context: http://www.nabble.com/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19267620.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From F350bidon at yahoo.com Tue Sep 2 06:24:20 2008 From: F350bidon at yahoo.com (F350) Date: Tue, 2 Sep 2008 03:24:20 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <19267620.post@talk.nabble.com> References: <19267620.post@talk.nabble.com> Message-ID: <19267639.post@talk.nabble.com> I'd like to add that new arriving tickets do not have this problem, only old ones. F350 wrote: > > Hello, > > I just upgraded RT from 3.8.0 to 3.8.1 as suggested in the README. > Everything is OK except some charset problems with ticket titles as well > as templates. In fact, characters like "?", "?" ... appear scrambled. > However ticket history, menus and other text is not affected. > > Is this a known issue ? > Thanks for your help. > > Regards > > -- View this message in context: http://www.nabble.com/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19267639.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue Sep 2 06:27:11 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Sep 2008 12:27:11 +0200 Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <19267620.post@talk.nabble.com> References: <19267620.post@talk.nabble.com> Message-ID: <20080902102711.GH12508@easter-eggs.com> On Tue, Sep 02, 2008 at 03:22:40AM -0700, F350 wrote: > > Hello, > > I just upgraded RT from 3.8.0 to 3.8.1 as suggested in the README. > Everything is OK except some charset problems with ticket titles as well as > templates. In fact, characters like "?", "?" ... appear scrambled. However > ticket history, menus and other text is not affected. > > Is this a known issue ? You missed reading UPGRADING.mysql ... you didn't ran "schema.mysql-4.0-4.1.pl". From marco.avvisano at regione.toscana.it Tue Sep 2 06:51:40 2008 From: marco.avvisano at regione.toscana.it (Marco Avvisano) Date: Tue, 2 Sep 2008 12:51:40 +0200 Subject: [rt-users] RT requiring login for every click References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local><589c94400808061334w51bc2aadlea930048100803cc@mail.gmail.com><2f7701c908f5$3f511d20$2b01d59f@regione.toscana.it><8EC19229-0B5B-4B94-BCC2-19C811C3FADA@chrissearle.org> Message-ID: <002001c90ce9$e1a94550$2b01d59f@regione.toscana.it> this my describe table output: id | varchar(32) | | PRI | | | | a_session | longtext | YES | | NULL | | | LastUpdated | timestamp | YES | | CURRENT_TIMESTAMP | and show create table: | sessions | CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longtext, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | There is wrong vlaues? M. ************************************************************* Marco Avvisano Regione Toscana - Giunta Regionale Direzione Generale Organizzazione - Servizio I.I.T.R. Via di Novoli, 26 - 50127 Firenze (Italy) Tel. +39.055.438.3809 - Fax +39.055.438.5101 e-mail: m.avvisano at regione.toscana.it ************************************************************* ----- Original Message ----- From: "Chris Searle" To: Sent: Monday, September 01, 2008 10:43 PM Subject: Re: [rt-users] RT requiring login for every click > > On 31. aug.. 2008, at 11.39, Chris Searle wrote: > >>> there are some DB maintenance scripts you need to run. read the >>> install README file. this happened to me, too :) >> >> Do you recall which ones? >> >> After running make upgrade from 3.8.0 to 3.8.1 I ran >> >> /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password >> --action upgrade >> >> And when asked - entered 3.8.0 as the version being upgraded from. >> >> However - I'm still getting asked to login for most clicks. >> >> I'm a little confused as to what maintenance script didn't get run >> here. > > Been digging here - still not getting anywhere. > > Checked the sessions table structure - > > CREATE TABLE sessions ( > id char(32) NOT NULL, > a_session longtext, > LastUpdated timestamp NOT NULL default CURRENT_TIMESTAMP on update > CURRENT_TIMESTAMP, > PRIMARY KEY (id) ) > ENGINE=InnoDB DEFAULT CHARSET=latin1; > > which looks very similar to etc/schema.mysql > > CREATE TABLE sessions ( > id char(32) NOT NULL, > a_session LONGTEXT, > LastUpdated TIMESTAMP, > PRIMARY KEY (id) > ); > > The table was originally MyISAM (was the only one that was) - changed > it to InnoDB on the offchance - made no difference in behaviour. > > Its odd - here's an example. > > Login - you're logged in > Click 'Tickets' - you get the tickets query form > Choose an owner and hit 'add these terms' - you get to the login screen > Login again - you get to the tickets form _with_ the query updated. > > I've tried clearing the old session table (well - dumping it to disk > then truncating it) - no change. > > The 3.8.0 backup - that works fine with no issues. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From F350bidon at yahoo.com Tue Sep 2 07:41:41 2008 From: F350bidon at yahoo.com (F350) Date: Tue, 2 Sep 2008 04:41:41 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <20080902102711.GH12508@easter-eggs.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> Message-ID: <19268595.post@talk.nabble.com> I'm running Mysql 5 When applying the command: perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 user pass > sql.queries i get the following message: DBD::mysql version 4.002 required--this is only version 3.0008 at etc/upgrade/schema.mysql-4.0-4.1.pl line 7. BEGIN failed--compilation aborted at etc/upgrade/schema.mysql-4.0-4.1.pl line 7. Thanks Emmanuel Lacour wrote: > > On Tue, Sep 02, 2008 at 03:22:40AM -0700, F350 wrote: >> >> Hello, >> >> I just upgraded RT from 3.8.0 to 3.8.1 as suggested in the README. >> Everything is OK except some charset problems with ticket titles as well >> as >> templates. In fact, characters like "?", "?" ... appear scrambled. >> However >> ticket history, menus and other text is not affected. >> >> Is this a known issue ? > > You missed reading UPGRADING.mysql ... > > you didn't ran "schema.mysql-4.0-4.1.pl". > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19268595.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue Sep 2 07:55:33 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Sep 2008 13:55:33 +0200 Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <19268595.post@talk.nabble.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> Message-ID: <20080902115533.GI12508@easter-eggs.com> On Tue, Sep 02, 2008 at 04:41:41AM -0700, F350 wrote: > > I'm running Mysql 5 > When applying the command: > perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 user pass > sql.queries > i get the following message: > DBD::mysql version 4.002 required--this is only version 3.0008 at > etc/upgrade/schema.mysql-4.0-4.1.pl line 7. > BEGIN failed--compilation aborted at etc/upgrade/schema.mysql-4.0-4.1.pl > line 7. > You have to upgrade your DBD::mysql as requested. Uses CPAN or distro packages or backports to upgrade. You can also run this script from a remote machine having the correct DBD::mysql (you need to modify the script to provide the IP/name of the mysql server). From F350bidon at yahoo.com Tue Sep 2 09:02:25 2008 From: F350bidon at yahoo.com (F350) Date: Tue, 2 Sep 2008 06:02:25 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <20080902115533.GI12508@easter-eggs.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> Message-ID: <19269813.post@talk.nabble.com> Thanks for ur help. I modified the script and excuted it on a remote machine with a newer DBD::mysql The output that i had is the following: ALTER DATABASE rt3 DEFAULT CHARACTER SET utf8; ALTER TABLE ACL DEFAULT CHARACTER SET utf8; ALTER TABLE Attachments DEFAULT CHARACTER SET utf8; ALTER TABLE Attributes DEFAULT CHARACTER SET utf8; ALTER TABLE CustomFields DEFAULT CHARACTER SET utf8; ALTER TABLE CustomFieldValues DEFAULT CHARACTER SET utf8; ALTER TABLE GroupMembers DEFAULT CHARACTER SET utf8; ALTER TABLE Groups DEFAULT CHARACTER SET utf8; ALTER TABLE Links DEFAULT CHARACTER SET utf8; ALTER TABLE ObjectCustomFields DEFAULT CHARACTER SET utf8; ALTER TABLE ObjectCustomFieldValues DEFAULT CHARACTER SET utf8; ALTER TABLE Principals DEFAULT CHARACTER SET utf8; ALTER TABLE Queues DEFAULT CHARACTER SET utf8; ALTER TABLE ScripActions DEFAULT CHARACTER SET utf8; ALTER TABLE ScripConditions DEFAULT CHARACTER SET utf8; ALTER TABLE Scrips DEFAULT CHARACTER SET utf8; ALTER TABLE sessions DEFAULT CHARACTER SET utf8; ALTER TABLE sessions MODIFY id BINARY(32) NOT NULL DEFAULT ''; ALTER TABLE Templates DEFAULT CHARACTER SET utf8; 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 Transactions DEFAULT CHARACTER SET utf8; 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 PGPKey BLOB 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 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 Lang VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Users MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; I then injected these statements into rt3 database: mysql -u root -p rt3 > On Tue, Sep 02, 2008 at 04:41:41AM -0700, F350 wrote: >> >> I'm running Mysql 5 >> When applying the command: >> perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 user pass > sql.queries >> i get the following message: >> DBD::mysql version 4.002 required--this is only version 3.0008 at >> etc/upgrade/schema.mysql-4.0-4.1.pl line 7. >> BEGIN failed--compilation aborted at etc/upgrade/schema.mysql-4.0-4.1.pl >> line 7. >> > > You have to upgrade your DBD::mysql as requested. > > Uses CPAN or distro packages or backports to upgrade. > > You can also run this script from a remote machine having the correct > DBD::mysql (you need to modify the script to provide the IP/name of the > mysql server). > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19269813.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue Sep 2 09:11:50 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Sep 2008 15:11:50 +0200 Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <19269813.post@talk.nabble.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> Message-ID: <20080902131150.GJ12508@easter-eggs.com> On Tue, Sep 02, 2008 at 06:02:25AM -0700, F350 wrote: > > > I checked back RT's web interface but i still have the same problem: ticket > subjects, custom fields and templates are all scrambled :( > Did you cleared the Mason cache (rm -rf ~rt/var/mason_data/*) then restart apache. From F350bidon at yahoo.com Tue Sep 2 09:25:01 2008 From: F350bidon at yahoo.com (F350) Date: Tue, 2 Sep 2008 06:25:01 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <20080902131150.GJ12508@easter-eggs.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> Message-ID: <19270223.post@talk.nabble.com> Yes i did but that did not fix the problem. I'm confused. Regards Emmanuel Lacour wrote: > > On Tue, Sep 02, 2008 at 06:02:25AM -0700, F350 wrote: >> >> >> I checked back RT's web interface but i still have the same problem: >> ticket >> subjects, custom fields and templates are all scrambled :( >> > > Did you cleared the Mason cache (rm -rf ~rt/var/mason_data/*) then > restart apache. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19270223.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue Sep 2 10:05:05 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Sep 2008 16:05:05 +0200 Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <19270223.post@talk.nabble.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> Message-ID: <20080902140505.GM12508@easter-eggs.com> On Tue, Sep 02, 2008 at 06:25:01AM -0700, F350 wrote: > > Yes i did but that did not fix the problem. > I'm confused. > Me too, maybe I gave wrong ideas, did your RT comes from an upgrade of 3.6.x before 3.8.0 ? From F350bidon at yahoo.com Tue Sep 2 10:13:24 2008 From: F350bidon at yahoo.com (F350) Date: Tue, 2 Sep 2008 07:13:24 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <20080902140505.GM12508@easter-eggs.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> <20080902140505.GM12508@easter-eggs.com> Message-ID: <19271060.post@talk.nabble.com> No I installed from scratch 3.8.0. Somewhere in the UPGRADING.mysql file, they say: don't use utf8 as default mysql's character set, it's default in some distributives. I'm using debian etch but i don't know if my mysql is using utf-8 by default or not. Could that be the problem ? Regards Emmanuel Lacour wrote: > > On Tue, Sep 02, 2008 at 06:25:01AM -0700, F350 wrote: >> >> Yes i did but that did not fix the problem. >> I'm confused. >> > > Me too, maybe I gave wrong ideas, did your RT comes from an upgrade of > 3.6.x before 3.8.0 ? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19271060.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue Sep 2 10:26:37 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Sep 2008 16:26:37 +0200 Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <19271060.post@talk.nabble.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> <20080902140505.GM12508@easter-eggs.com> <19271060.post@talk.nabble.com> Message-ID: <20080902142637.GN12508@easter-eggs.com> On Tue, Sep 02, 2008 at 07:13:24AM -0700, F350 wrote: > > No I installed from scratch 3.8.0. > Somewhere in the UPGRADING.mysql file, they say: > don't use utf8 as default mysql's character set, it's default in some > distributives. > > I'm using debian etch but i don't know if my mysql is using utf-8 by default > or not. > Could that be the problem ? > Ok, here is how I understand your problem: - you installed 3.8.0 - you inserted some datas, mysql on debian etch uses latin1 as default, so you have a DB with UTF-8 encoded as latin1 (to confirm this, connect with the mysql client to the rt db and issue: show variables like 'character_set%';) - in 3.8.1, RT forces connexion to mysql to be UTF-8, so you don't convert back latin1 anymore and you get garbled chars so it was needed to run the mysql4.0-4.1 script, for sure. what I don't understand is why it didn't fix the problem:( Are you sure you worked on the right DB, right RT instance, etc... ? From F350bidon at yahoo.com Tue Sep 2 10:39:14 2008 From: F350bidon at yahoo.com (F350) Date: Tue, 2 Sep 2008 07:39:14 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <20080902142637.GN12508@easter-eggs.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> <20080902140505.GM12508@easter-eggs.com> <19271060.post@talk.nabble.com> <20080902142637.GN12508@easter-eggs.com> Message-ID: <19271484.post@talk.nabble.com> Exactly. I run the show variables like 'character_set%'; command, here is the output: +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | latin1 | | character_set_connection | latin1 | | character_set_database | latin1 | | character_set_filesystem | binary | | character_set_results | latin1 | | character_set_server | latin1 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | +--------------------------+----------------------------+ I did execute the script again, same problem. New tickets however are OK and scrambled custom field attributes and templates can be modified and updated. Is it secure to update everything and forget about this problem ? Emmanuel Lacour wrote: > > On Tue, Sep 02, 2008 at 07:13:24AM -0700, F350 wrote: >> >> No I installed from scratch 3.8.0. >> Somewhere in the UPGRADING.mysql file, they say: >> don't use utf8 as default mysql's character set, it's default in some >> distributives. >> >> I'm using debian etch but i don't know if my mysql is using utf-8 by >> default >> or not. >> Could that be the problem ? >> > > Ok, here is how I understand your problem: > > - you installed 3.8.0 > - you inserted some datas, mysql on debian etch uses latin1 as default, > so you have a DB with UTF-8 encoded as latin1 > (to confirm this, connect with the mysql client to the rt db and > issue: show variables like 'character_set%';) > - in 3.8.1, RT forces connexion to mysql to be UTF-8, so you don't > convert back latin1 anymore and you get garbled chars > > so it was needed to run the mysql4.0-4.1 script, for sure. > > what I don't understand is why it didn't fix the problem:( > > Are you sure you worked on the right DB, right RT instance, etc... ? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19271484.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue Sep 2 10:58:32 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Sep 2008 16:58:32 +0200 Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <19271484.post@talk.nabble.com> References: <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> <20080902140505.GM12508@easter-eggs.com> <19271060.post@talk.nabble.com> <20080902142637.GN12508@easter-eggs.com> <19271484.post@talk.nabble.com> Message-ID: <20080902145831.GP12508@easter-eggs.com> On Tue, Sep 02, 2008 at 07:39:14AM -0700, F350 wrote: > > Exactly. > I run the show variables like 'character_set%'; command, here is the output: > +--------------------------+----------------------------+ > | Variable_name | Value | > +--------------------------+----------------------------+ > | character_set_client | latin1 | > | character_set_connection | latin1 | > | character_set_database | latin1 | > | character_set_filesystem | binary | > | character_set_results | latin1 | > | character_set_server | latin1 | > | character_set_system | utf8 | > | character_sets_dir | /usr/share/mysql/charsets/ | > +--------------------------+----------------------------+ > > I did execute the script again, same problem. Maybe not a good idea :( I hope it didn't did wrong things. > New tickets however are OK and scrambled custom field attributes and Theoritically you should be in a situation where: - datas inserted before 3.8.1 were converted from latin1 to utf-8 and should appears right - datas inserted after 3.8.1, before 4.0-4.1 script may be inserted as utf-8, but tables may be defined as latin1 so may be garbled - datas inserted after 4.0-4.1 scrip should be ok > templates can be modified and updated. Is it secure to update everything and > forget about this problem ? > The only risk I see (but I may be missing something) is that corrupted tickets will continue to display badly, new tickets will be ok, every RT configuration thinks that may contains non-ascii chars (queue names, templates, scrips names, users names, group names, ...) should be checked and updated manually if needed to look correctly on the UI. From F350bidon at yahoo.com Tue Sep 2 11:14:55 2008 From: F350bidon at yahoo.com (F350) Date: Tue, 2 Sep 2008 08:14:55 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <20080902145831.GP12508@easter-eggs.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> <20080902140505.GM12508@easter-eggs.com> <19271060.post@talk.nabble.com> <20080902142637.GN12508@easter-eggs.com> <19271484.post@talk.nabble.com> <20080902145831.GP12508@easter-eggs.com> Message-ID: <19272127.post@talk.nabble.com> Thanks a lot for your help and time Emmanuel. I updated all the tickets, CF and templates that look corrupted. Next time i'll make sure I do the updates on a test server :) Thanks again Emmanuel Lacour wrote: > > On Tue, Sep 02, 2008 at 07:39:14AM -0700, F350 wrote: >> >> Exactly. >> I run the show variables like 'character_set%'; command, here is the >> output: >> +--------------------------+----------------------------+ >> | Variable_name | Value | >> +--------------------------+----------------------------+ >> | character_set_client | latin1 | >> | character_set_connection | latin1 | >> | character_set_database | latin1 | >> | character_set_filesystem | binary | >> | character_set_results | latin1 | >> | character_set_server | latin1 | >> | character_set_system | utf8 | >> | character_sets_dir | /usr/share/mysql/charsets/ | >> +--------------------------+----------------------------+ >> >> I did execute the script again, same problem. > > Maybe not a good idea :( I hope it didn't did wrong things. > >> New tickets however are OK and scrambled custom field attributes and > > Theoritically you should be in a situation where: > > - datas inserted before 3.8.1 were converted from latin1 to utf-8 and > should appears right > - datas inserted after 3.8.1, before 4.0-4.1 script may be inserted as > utf-8, but tables may be defined as latin1 so may be garbled > - datas inserted after 4.0-4.1 scrip should be ok > >> templates can be modified and updated. Is it secure to update everything >> and >> forget about this problem ? >> > > The only risk I see (but I may be missing something) is that corrupted > tickets will continue to display badly, new tickets will be ok, every RT > configuration thinks that may contains non-ascii chars (queue names, > templates, scrips names, users names, group names, ...) should be > checked and updated manually if needed to look correctly on the UI. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19272127.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue Sep 2 11:28:01 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Sep 2008 17:28:01 +0200 Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <19272127.post@talk.nabble.com> References: <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> <20080902140505.GM12508@easter-eggs.com> <19271060.post@talk.nabble.com> <20080902142637.GN12508@easter-eggs.com> <19271484.post@talk.nabble.com> <20080902145831.GP12508@easter-eggs.com> <19272127.post@talk.nabble.com> Message-ID: <20080902152800.GQ12508@easter-eggs.com> On Tue, Sep 02, 2008 at 08:14:55AM -0700, F350 wrote: > > Thanks a lot for your help and time Emmanuel. > I updated all the tickets, CF and templates that look corrupted. > Next time i'll make sure I do the updates on a test server :) > You're welcome :) Using a test server or a test db/rt instance is a must have ;) From nicolas.chuche at barna.be Tue Sep 2 11:33:27 2008 From: nicolas.chuche at barna.be (Nicolas Chuche) Date: Tue, 2 Sep 2008 17:33:27 +0200 Subject: [rt-users] RT support in France Message-ID: <742e684f0809020833i2f90ad40vdb3b69a6e913c3d4@mail.gmail.com> Hello, We will be looking for rt support in France soon. Does best practical has french recommended partners ? From chris+lists at chrissearle.org Tue Sep 2 12:34:21 2008 From: chris+lists at chrissearle.org (Chris Searle) Date: Tue, 2 Sep 2008 18:34:21 +0200 Subject: [rt-users] RT requiring login for every click In-Reply-To: <98EF3B16688AEE49A98773C21BD229021E944E@ssimsmx00.ssi.local> References: <98EF3B16688AEE49A98773C21BD229021E944E@ssimsmx00.ssi.local> Message-ID: <448A0E5E-4304-4930-81D1-73E7A6ECA085@chrissearle.org> I'd certainly be interested in what changes (if any) were made in session handling 3.8.0 -> 3.8.1 On 2. sep.. 2008, at 18.13, Trenton Taylor wrote: > I went back to 3.8.0 and everything is working fine ... Do you think > there is any problem with running 3.8.0 against a 3.8.1 database > upgrade? I didn't restore back to my 3.8.0 database because I'll > lose a > couple hundred tickets ... > > Not sure what to do but I think you guys are in the same place I am. > > Thanks, > Trent > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marco > Avvisano > Sent: Tuesday, September 02, 2008 3:52 AM > To: Chris Searle; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT requiring login for every click > > this my describe table output: > > id | varchar(32) | | PRI | | | > | a_session | longtext | YES | | NULL | | > | LastUpdated | timestamp | YES | | CURRENT_TIMESTAMP | > > > and show create table: > > | sessions | CREATE TABLE `sessions` ( > `id` varchar(32) NOT NULL default '', > `a_session` longtext, > `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update > CURRENT_TIMESTAMP, > PRIMARY KEY (`id`) > ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | > > There is wrong vlaues? > > M. > > > > > ************************************************************* > Marco Avvisano > Regione Toscana - Giunta Regionale > Direzione Generale Organizzazione - Servizio I.I.T.R. > Via di Novoli, 26 - 50127 Firenze (Italy) > Tel. +39.055.438.3809 - Fax +39.055.438.5101 > e-mail: m.avvisano at regione.toscana.it > ************************************************************* > ----- Original Message ----- > From: "Chris Searle" > To: > Sent: Monday, September 01, 2008 10:43 PM > Subject: Re: [rt-users] RT requiring login for every click > > >> >> On 31. aug.. 2008, at 11.39, Chris Searle wrote: >> >>>> there are some DB maintenance scripts you need to run. read the >>>> install README file. this happened to me, too :) >>> >>> Do you recall which ones? >>> >>> After running make upgrade from 3.8.0 to 3.8.1 I ran >>> >>> /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password >>> --action upgrade >>> >>> And when asked - entered 3.8.0 as the version being upgraded from. >>> >>> However - I'm still getting asked to login for most clicks. >>> >>> I'm a little confused as to what maintenance script didn't get run >>> here. >> >> Been digging here - still not getting anywhere. >> >> Checked the sessions table structure - >> >> CREATE TABLE sessions ( >> id char(32) NOT NULL, >> a_session longtext, >> LastUpdated timestamp NOT NULL default CURRENT_TIMESTAMP on update >> CURRENT_TIMESTAMP, >> PRIMARY KEY (id) ) >> ENGINE=InnoDB DEFAULT CHARSET=latin1; >> >> which looks very similar to etc/schema.mysql >> >> CREATE TABLE sessions ( >> id char(32) NOT NULL, >> a_session LONGTEXT, >> LastUpdated TIMESTAMP, >> PRIMARY KEY (id) >> ); >> >> The table was originally MyISAM (was the only one that was) - changed >> it to InnoDB on the offchance - made no difference in behaviour. >> >> Its odd - here's an example. >> >> Login - you're logged in >> Click 'Tickets' - you get the tickets query form >> Choose an owner and hit 'add these terms' - you get to the login > screen >> Login again - you get to the tickets form _with_ the query updated. >> >> I've tried clearing the old session table (well - dumping it to disk >> then truncating it) - no change. >> >> The 3.8.0 backup - that works fine with no issues. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > > > No virus found in this incoming message. > Checked by AVG - http://www.avg.com > Version: 8.0.169 / Virus Database: 270.6.14/1646 - Release Date: > 2008-09-01 6:03 PM > > Important: The information contained in this e-mail message is > confidential and is intended only for the named addressee(s). If the > reader of this e-mail message is not an intended recipient (or the > individual responsible for the delivery of this e-mail message to an > intended recipient), please be advised that any re-use, > dissemination, distribution or copying of this e-mail message is > prohibited. If you have received this e-mail message in error, > please reply to the sender that you have received the message in > error and then delete it. Thank you. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chenga at ias.edu Tue Sep 2 13:36:19 2008 From: chenga at ias.edu (Alan Cheng) Date: Tue, 02 Sep 2008 13:36:19 -0400 Subject: [rt-users] Editing Comments or Replies Message-ID: <48BD7993.6050901@ias.edu> Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this "feature"? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. Thanks, Alan From HelmuthRamirez at compupay.com Tue Sep 2 13:59:03 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 2 Sep 2008 13:59:03 -0400 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <48BD7993.6050901@ias.edu> References: <48BD7993.6050901@ias.edu> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D27E@EXMIAMI01.compupay.com> >From an auditing/security perspective why would you ever want to edit something? Think of it like this: You can't rewrite history *contrary to what Doc & Marty say :) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alan Cheng Sent: Tuesday, September 02, 2008 1:36 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Editing Comments or Replies Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this "feature"? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. Thanks, Alan _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From abhishek.netjain at gmail.com Tue Sep 2 14:07:13 2008 From: abhishek.netjain at gmail.com (abhishek.netjain at gmail.com) Date: Tue, 2 Sep 2008 23:37:13 +0530 Subject: [rt-users] Cannot login with default pasword In-Reply-To: <7416d8590809011232n710ec1b0u3f1e6bb65a6f6f1a@mail.gmail.com> References: <7416d8590809011232n710ec1b0u3f1e6bb65a6f6f1a@mail.gmail.com> Message-ID: <7416d8590809021107j5fab48bwd5579c61e03b6bd7@mail.gmail.com> Hi all, Can anyone help me at this, Is there another default password. Thanks, abhishek On 9/2/08, abhishek jain wrote: > Hi, > I have just installed RT. and am not able to login with the password as > password. > pl. suggest, i installled via yum on Centos 5.x > Thanks > -- > Thanks and kind Regards, > Abhishek jain > -- Thanks and kind Regards, Abhishek jain 07799 328 727 skype: ejaincom From yvo.vandoorn at gmail.com Tue Sep 2 14:09:49 2008 From: yvo.vandoorn at gmail.com (Yvo van Doorn) Date: Tue, 2 Sep 2008 11:09:49 -0700 Subject: [rt-users] Attachments not working on RT 3.8.1 Message-ID: <740f716a0809021109h4b70385apcaa5df76a6d3fc5a@mail.gmail.com> Hey everyone, I recently upgraded our RT installation from 3.8 to 3.8.1. In the process it seems that attachments have stopped working. When you click on an attachment in the Web UI it will show the URL to the attachment (for example: http://rt.corp.cmates.com/Ticket/Attachment/957954/719224/IMG_0014.JPG). The ticket does show the correct size of attachment, it just simply won't show it. Here is the show create table for my Attachments table: | 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 `Attachments2` (`TransactionId`), KEY `Attachments3` (`Parent`,`TransactionId`) ) ENGINE=InnoDB AUTO_INCREMENT=719222 DEFAULT CHARSET=latin1 | When I do a SELECT * FROM `Attachments` WHERE `id` =719224; It shows the binary blob and what not so the attachment is stored in the db. Any idea on what the issue could be? From HelmuthRamirez at compupay.com Tue Sep 2 14:12:14 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 2 Sep 2008 14:12:14 -0400 Subject: [rt-users] Cannot login with default pasword In-Reply-To: <7416d8590809021107j5fab48bwd5579c61e03b6bd7@mail.gmail.com> References: <7416d8590809011232n710ec1b0u3f1e6bb65a6f6f1a@mail.gmail.com> <7416d8590809021107j5fab48bwd5579c61e03b6bd7@mail.gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D27F@EXMIAMI01.compupay.com> Does the package include any documentation that may indicate it doesn't use the default username and password? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of abhishek.netjain at gmail.com Sent: Tuesday, September 02, 2008 2:07 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Cannot login with default pasword Hi all, Can anyone help me at this, Is there another default password. Thanks, abhishek On 9/2/08, abhishek jain wrote: > Hi, > I have just installed RT. and am not able to login with the password as > password. > pl. suggest, i installled via yum on Centos 5.x > Thanks > -- > Thanks and kind Regards, > Abhishek jain > -- Thanks and kind Regards, Abhishek jain 07799 328 727 skype: ejaincom _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From chris at commtouch.com Tue Sep 2 14:25:44 2008 From: chris at commtouch.com (Chris) Date: Tue, 02 Sep 2008 11:25:44 -0700 Subject: [rt-users] FW: Updating Tickets - MessageBox Size & Double Lines Message-ID: <48BD8528.4040709@commtouch.com> **Joop van de Wege wrote: >Paul Broadwith wrote: >>/ I would like to change the size of the message box that is shown when />>/ you update a ticket. It?s currently around 10 lines high. In the />>/ RT_SiteConfig.pm file I changed the MessageBoxHeight variable to 30 but />>/ this doesn?t seem to have made a difference ? either it?s the wrong />>/ thing to change or it just isn?t working for me. />I think what you're seeing is a 'feature' of the rich text editing mode >of RT. >I saw the same and plan to disable it globally and then let anyone who >want to send HTML enriched correspondence do that via user prefs. >Fixing this will mean fixing FCKeditor. Complete documentation can be >found at http://www.fckeditor.net >Found the fckconfig.js file in /NoAuth/RichText/FCKeditor which contains >the settings used. It's only partially the fckeditor's fault. While the fckeditor does replace the textarea with it's own size, the size can be specified by RT. Since RT doesn't specify a size, it uses the default one. I've manually patched my /opt/rt3/share/html/Elements/HeaderJavascript to have a more reasonable size. If anyone else is interested: --- HeaderJavascript.orig 2008-08-29 16:08:39.000000000 -0700 +++ HeaderJavascript 2008-08-29 16:47:01.000000000 -0700 @@ -104,7 +104,7 @@ typeField.setAttribute('value', 'text/html'); textArea.parentNode.appendChild(typeField); - var oFCKeditor = new FCKeditor( textArea.name ) ; + var oFCKeditor = new FCKeditor( textArea.name, '100%', '400' ) ; oFCKeditor.BasePath = "<%RT->Config->Get('WebPath')%>/NoAuth/RichText/"; oFCKeditor.ReplaceTextarea(); } From KFCrocker at lbl.gov Tue Sep 2 16:17:23 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 02 Sep 2008 13:17:23 -0700 Subject: [rt-users] Issue with duplicate replies to Owner and AdminCC's In-Reply-To: References: Message-ID: <48BD9F53.7020608@lbl.gov> Braam, I would make sure the the personnel that are just "Developers" are in a group of their own, then grant that group the following rights: "CommentOnTicket" "CreateTicket" "OwnTIcket" "ReplyToTicket" "SeeQueue" "ShowTicket" "ShowTicketComments" "StealTicket" "TakeTIcket" "Watch" This will allow anyone in that group thekind of rights you'd like for developers to have. Then, I would grant these rights to the Role "Owners": "DeleteTicket" "ModifyTicket" By granting "ModifyTicket" to "Owners" only, you keep all other users from messing around with another persons tickets. If they need to make comments or reply to email, you only grant them those rights. Then, I'd modify your script for "Notify AdminCc on Whatever" to check that the ticket owner is not in the AdminCc role for that queue. That should take care of an ADminCc getting another email if they are also the owner. Hope this helps. Kenn LBNL On 9/1/2008 6:04 AM, Braam van Heerden wrote: > Greetings, > > I've got some issues with my RT instance (3.6.6) that I can't solve > after reading the Wiki. I am sure I missed the part containing the > answer, though. > > Before I had a group of support personnel (A, B, C, D) that needed to be > apprised of everything that happened in the customer support queue. So > I went and made them all AdminCC's on the queue, and that worked fine. > > Howver, C and D are developers, and does not want to be bothered by > irrelevant tickets. So I kept A and B as queue AdminCC's, but dropped C > and D, though they still have permissions on the queue to own tickets. > The permissions on the queue for the group A,B,C and D belong to is: > > AssignCustomFields > CommentOnTicket > CreateTicket > DeleteTicket > ModifyQueueWatchers > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > WatchAsAdminCc > > So now C and D gets no notifications of new tickets, while A and B gets > all notifications of all tickets on the queue, which is exactly what was > wanted. However, last week one of the developers D complained that he's > getting no replies to tickets he's an owner of. Upon investigation I > found that emails are only being sent to the AdminCC's, and not the > Owner of a ticket. To remedy this, I added a scrip to send a > notifcation to the owner on correspond or comment. This made D happy, > as he now gets all replies. > > But A and B gets two replies if they are both AdminCC's and Owners, once > from the mail-to-AdminCC scrip and once from the mail-to-Owner scrip. > If I remove one of the two roles from the Reply-To screen, both are > dropped, and if I add them back in, both roles are added back in. > > How can I disable sending duplicates like this? > > Thanks :) > > Braam van Heerden > Conversant Systems (Pty) Ltd > Tel: +27 11 782 2930 > Cell: +27 82 336 4643 > Skype: braamvh > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From adb at broad.mit.edu Tue Sep 2 16:09:31 2008 From: adb at broad.mit.edu (Aaron D. Ball) Date: Tue, 02 Sep 2008 16:09:31 -0400 Subject: [rt-users] TicketSQL for dependencies Message-ID: <48BD9D7B.5000607@broad.mit.edu> RT folks, Is there a reasonable way to search for tickets that have no dependencies? The TicketSQL page on the wiki suggests that "DependsOn is NULL" should work, but I get this error from the RT 3.6.6 "Edit Query" form: Error near ->NULL<- expecting a VALUE in 'DependsOn is NULL' I'm lost This is just a first step toward understanding how to search ticket relationships. Ideally I would like to end up with a set of saved searches that will make RT more useful for project management: I'd like to have searches for "next actions" (tickets with no new/open dependencies) and top-level projects (tickets with dependencies and that nothing depends on). -- Aaron D. Ball Senior Systems Analyst Broad Institute of MIT and Harvard From ruz at bestpractical.com Tue Sep 2 16:32:07 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 3 Sep 2008 00:32:07 +0400 Subject: [rt-users] TicketSQL for dependencies In-Reply-To: <48BD9D7B.5000607@broad.mit.edu> References: <48BD9D7B.5000607@broad.mit.edu> Message-ID: <589c94400809021332hd0a43b5y79252531299f054b@mail.gmail.com> quote NULL with single or double quote char On Wed, Sep 3, 2008 at 12:09 AM, Aaron D. Ball wrote: > RT folks, > > Is there a reasonable way to search for tickets that have no > dependencies? The TicketSQL page on the wiki suggests that "DependsOn > is NULL" should work, but I get this error from the RT 3.6.6 "Edit > Query" form: > > Error near ->NULL<- expecting a VALUE in 'DependsOn is NULL' > I'm lost > > This is just a first step toward understanding how to search ticket > relationships. Ideally I would like to end up with a set of saved > searches that will make RT more useful for project management: I'd like > to have searches for "next actions" (tickets with no new/open > dependencies) and top-level projects (tickets with dependencies and that > nothing depends on). > > -- > Aaron D. Ball > Senior Systems Analyst > Broad Institute of MIT and Harvard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Sep 2 16:41:05 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 3 Sep 2008 00:41:05 +0400 Subject: [rt-users] ISO8859-1(5) issue in search field In-Reply-To: <97b443f10809010408p6b5cdb28mf466b777f8207a9e@mail.gmail.com> References: <97b443f10809010408p6b5cdb28mf466b777f8207a9e@mail.gmail.com> Message-ID: <589c94400809021341p2f7ce99r6d404e47b4d68eea@mail.gmail.com> Tested in 3.8.1. * created a ticket with subject ? * searched for ?, RT found the ticket * searched for a, RT found the ticket, it's mysql specific: A = ? = a = ? according to default case insensitive collation. On Mon, Sep 1, 2008 at 3:08 PM, Christopher Ravnborg wrote: > Hi, > I'm trying to find out how i make ? ? and ? as case insensitive as all other > letters. > The problem is ofcourse they do not look alike in the query. > Here is first ?rhus (lower case ?) and ?rhus (upper case ?) > Simple.html?q=%C3%A5rhus > Simple.html?q=%C3%85rhus > > I want to be able to search for ?rhus and get results containing ?rhus. > Is this at all possible ? - I've tried finding some documentation, but > failed to find any help. > > Using 3.6 and debian 4.0. > > /Christopher > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 adb at broad.mit.edu Tue Sep 2 17:26:44 2008 From: adb at broad.mit.edu (Aaron D. Ball) Date: Tue, 02 Sep 2008 17:26:44 -0400 Subject: [rt-users] TicketSQL for dependencies In-Reply-To: <589c94400809021332hd0a43b5y79252531299f054b@mail.gmail.com> References: <48BD9D7B.5000607@broad.mit.edu> <589c94400809021332hd0a43b5y79252531299f054b@mail.gmail.com> Message-ID: <48BDAF94.4090309@broad.mit.edu> Ruslan Zakirov wrote: > quote NULL with single or double quote char Thanks! Oddly enough, searching on DependsOn is 'NULL' seems to return only tickets that *do* depend on another ticket. I get the same result with DependsOn is not 'NULL' but it looks like DependsOn = 'NULL' and DependsOn != 'NULL' do what I want in that respect. I can't say I have a terribly good sense of the syntax of TicketSQL at this point, though. Any suggestions for how to find tickets whose dependencies, if any, are all closed? Is there a DependsOnStatus or something? -- Aaron D. Ball Senior Systems Analyst Broad Institute of MIT and Harvard From ruz at bestpractical.com Tue Sep 2 18:33:25 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 3 Sep 2008 02:33:25 +0400 Subject: [rt-users] TicketSQL for dependencies In-Reply-To: <48BDAF94.4090309@broad.mit.edu> References: <48BD9D7B.5000607@broad.mit.edu> <589c94400809021332hd0a43b5y79252531299f054b@mail.gmail.com> <48BDAF94.4090309@broad.mit.edu> Message-ID: <589c94400809021533g353e017dw28675d5441a6ca3c@mail.gmail.com> On Wed, Sep 3, 2008 at 1:26 AM, Aaron D. Ball wrote: > Ruslan Zakirov wrote: >> quote NULL with single or double quote char > > Thanks! Oddly enough, searching on > > DependsOn is 'NULL' > > seems to return only tickets that *do* depend on another ticket. I get > the same result with > > DependsOn is not 'NULL' > > but it looks like > > DependsOn = 'NULL' > > and > > DependsOn != 'NULL' > > do what I want in that respect. I can't say I have a terribly good > sense of the syntax of TicketSQL at this point, though. > > Any suggestions for how to find tickets whose dependencies, if any, are > all closed? Is there a DependsOnStatus or something? Nope :( > > -- > Aaron D. Ball > Senior Systems Analyst > Broad Institute of MIT and Harvard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 adb at broad.mit.edu Tue Sep 2 19:11:39 2008 From: adb at broad.mit.edu (Aaron D. Ball) Date: Tue, 02 Sep 2008 19:11:39 -0400 Subject: [rt-users] TicketSQL for dependencies In-Reply-To: <589c94400809021533g353e017dw28675d5441a6ca3c@mail.gmail.com> References: <48BD9D7B.5000607@broad.mit.edu> <589c94400809021332hd0a43b5y79252531299f054b@mail.gmail.com> <48BDAF94.4090309@broad.mit.edu> <589c94400809021533g353e017dw28675d5441a6ca3c@mail.gmail.com> Message-ID: <48BDC82B.9050702@broad.mit.edu> Thanks, Ruslan. I have updated the wiki page to reflect what I have learned and cleaned it up a little: http://wiki.bestpractical.com/view/TicketSQL By the way, is there any kind of syntax reference for the "Wifty" wiki you're using? This page was a mess before because the kwiki syntax that had been used wasn't getting parsed properly, but I couldn't find a reference for the new syntax, even in the svn source for Wifty. I ended up inferring enough syntax that I could make a usable page, but it was harder than it had to be. -- Aaron D. Ball Senior Systems Analyst Broad Institute of MIT and Harvard From jesse at bestpractical.com Tue Sep 2 19:34:46 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 Sep 2008 19:34:46 -0400 Subject: [rt-users] TicketSQL for dependencies In-Reply-To: <48BDC82B.9050702@broad.mit.edu> References: <48BD9D7B.5000607@broad.mit.edu> <589c94400809021332hd0a43b5y79252531299f054b@mail.gmail.com> <48BDAF94.4090309@broad.mit.edu> <589c94400809021533g353e017dw28675d5441a6ca3c@mail.gmail.com> <48BDC82B.9050702@broad.mit.edu> Message-ID: <20080902233446.GB24336@bestpractical.com> > By the way, is there any kind of syntax reference for the "Wifty" wiki > you're using? This page was a mess before because the kwiki syntax that > had been used wasn't getting parsed properly, but I couldn't find a > reference for the new syntax, even in the svn source for Wifty. I ended > up inferring enough syntax that I could make a usable page, but it was > harder than it had to be. > Generally, Wifty uses Markdown, but because this wiki was converted from Kwiki, it uses Kwiki markup. Sadly, the only extant Kwiki parser outside of Kwiki is Text::Kwikiformatish. Which clearly isn't everything we'd like it to be. The easiest fix is to patch that. Or write a converter to move us to something more common. Either would be a fantastic contribution to the community. From ruz at bestpractical.com Tue Sep 2 21:24:46 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 3 Sep 2008 05:24:46 +0400 Subject: [rt-users] Attachments not working on RT 3.8.1 In-Reply-To: <740f716a0809021109h4b70385apcaa5df76a6d3fc5a@mail.gmail.com> References: <740f716a0809021109h4b70385apcaa5df76a6d3fc5a@mail.gmail.com> Message-ID: <589c94400809021824g2a6e9f14ya4fe0c7e7180654f@mail.gmail.com> You've missed important upgrade step! Read UPGRADING.mysql. On Tue, Sep 2, 2008 at 10:09 PM, Yvo van Doorn wrote: > Hey everyone, > > I recently upgraded our RT installation from 3.8 to 3.8.1. In the > process it seems that attachments have stopped working. When you click > on an attachment in the Web UI it will show the URL to the attachment > (for example: http://rt.corp.cmates.com/Ticket/Attachment/957954/719224/IMG_0014.JPG). > The ticket does show the correct size of attachment, it just simply > won't show it. > > Here is the show create table for my Attachments table: > | 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 `Attachments2` (`TransactionId`), > KEY `Attachments3` (`Parent`,`TransactionId`) > ) ENGINE=InnoDB AUTO_INCREMENT=719222 DEFAULT CHARSET=latin1 | > > When I do a SELECT * FROM `Attachments` WHERE `id` =719224; > It shows the binary blob and what not so the attachment is stored in the db. > > Any idea on what the issue could be? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From bekeny-rt at docca.hu Wed Sep 3 05:06:38 2008 From: bekeny-rt at docca.hu (BALINT Bekeny) Date: Wed, 3 Sep 2008 11:06:38 +0200 Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <20080902152800.GQ12508@easter-eggs.com> References: <20080902115533.GI12508@easter-eggs.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> <20080902140505.GM12508@easter-eggs.com> <19271060.post@talk.nabble.com> <20080902142637.GN12508@easter-eggs.com> <19271484.post@talk.nabble.com> <20080902145831.GP12508@easter-eggs.com> <19272127.post@talk.nabble.com> <20080902152800.GQ12508@easter-eggs.com> Message-ID: Hi, I reported the same problem here (but nobody answered): http://lists.bestpractical.com/pipermail/rt-users/2008-August/053512.html I think there is a lack in the mysql upgrade document or in the upgrade script. I did it on a test environment and didn't have time to find out the real solution, so I delayed the migration of the real system. Some more information: - After migration, new entries (for example CF-s) seemed good, even if they have non-ascii characters. - In mysql CLI: show variables like 'c%' shows that everything is utf8 (so this seems good) Any suggestion? Thanks, -- Bek?ny On Tue, Sep 2, 2008 at 5:28 PM, Emmanuel Lacour wrote: > On Tue, Sep 02, 2008 at 08:14:55AM -0700, F350 wrote: > > > > Thanks a lot for your help and time Emmanuel. > > I updated all the tickets, CF and templates that look corrupted. > > Next time i'll make sure I do the updates on a test server :) > > > > You're welcome :) > > Using a test server or a test db/rt instance is a must have ;) > _______________________________________________ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Wed Sep 3 05:49:21 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 3 Sep 2008 10:49:21 +0100 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <48BD7993.6050901@ias.edu> References: <48BD7993.6050901@ias.edu> Message-ID: On 2 Sep 2008, at 6:36 pm, Alan Cheng wrote: > Dear all, > > Is there a way to edit a comment or reply once it's in a ticket? I > understand we can always add another comment but I am just > wondering... > Are there any specific reasons why we shouldn't have this "feature"? > One of our RT users is asking this question and I would like to see if > RT community has any suggestions. Or is there a third-party > contribution for this feature? I did a quick search but no match > came up. As Helmuth says, you can't do it because that would make the history of the ticket unreliable, which destroys your audit trail. For most sites, the audit trail has to be trustworthy, so that no-one can deny what was said or done. It's not something I'd want to see changed. 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 stretchoutandwait at gmail.com Wed Sep 3 11:19:15 2008 From: stretchoutandwait at gmail.com (stretchoutandwait) Date: Wed, 3 Sep 2008 11:19:15 -0400 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <48BD7993.6050901@ias.edu> References: <48BD7993.6050901@ias.edu> Message-ID: <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng wrote: > Dear all, > > Is there a way to edit a comment or reply once it's in a ticket? I > understand we can always add another comment but I am just wondering... > Are there any specific reasons why we shouldn't have this "feature"? > One of our RT users is asking this question and I would like to see if > RT community has any suggestions. Or is there a third-party > contribution for this feature? I did a quick search but no match came up. > > Thanks, > > Alan Sorry, but I've gotta ask: without disturbing this list's fitness for family viewing, what found its way into your RT instance that shouldn't have? As Helmuth and Tim wrote, the audit trail should not be compromised. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chenga at ias.edu Wed Sep 3 11:31:02 2008 From: chenga at ias.edu (Alan Cheng) Date: Wed, 03 Sep 2008 11:31:02 -0400 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> References: <48BD7993.6050901@ias.edu> <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> Message-ID: <48BEADB6.60005@ias.edu> This RT user of ours used a different open source ticketing system before. That system allows modifications to the "Summary" (almost equivalent to the email Subject:), "Note" and "Description". With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... Thanks, Alan stretchoutandwait wrote: > On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng > wrote: > > Dear all, > > Is there a way to edit a comment or reply once it's in a ticket? I > understand we can always add another comment but I am just > wondering... > Are there any specific reasons why we shouldn't have this "feature"? > One of our RT users is asking this question and I would like to see if > RT community has any suggestions. Or is there a third-party > contribution for this feature? I did a quick search but no match > came up. > > Thanks, > > Alan > > > Sorry, but I've gotta ask: without disturbing this list's fitness for > family viewing, what found its way into your RT instance that > shouldn't have? > > As Helmuth and Tim wrote, the audit trail should not be compromised. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Sep 3 11:38:45 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 03 Sep 2008 11:38:45 -0400 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> References: <48BD7993.6050901@ias.edu> <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> Message-ID: On Wed, 03 Sep 2008 11:19:15 -0400, stretchoutandwait wrote: > On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng wrote: > >> Dear all, >> >> Is there a way to edit a comment or reply once it's in a ticket? I >> understand we can always add another comment but I am just wondering... >> Are there any specific reasons why we shouldn't have this "feature"? >> One of our RT users is asking this question and I would like to see if >> RT community has any suggestions. Or is there a third-party >> contribution for this feature? I did a quick search but no match came >> up. >> >> Thanks, >> >> Alan > > > Sorry, but I've gotta ask: without disturbing this list's fitness for > family > viewing, what found its way into your RT instance that shouldn't have? > > As Helmuth and Tim wrote, the audit trail should not be compromised. I don't really see a business reason for comments/replies not to be editable, as long as a record of edits were kept. You can argue that the content of a reply or comment is data, not an audit trail entry. There are a bunch of reasons why you might want to edit entries - removing redundant quoted text, correcting factual errors, or removing anything offensive or confidential. Our help desk was very interested in being able to edit comments, but the thing that made us shy away from implementing this was a cryptic comment about bad performance implications in the code (Transaction_Overlay.pm), and the fact that we found acceptable workarounds: from Transaction_Overlay.pm: # Transactions don't change. by adding this cache congif directiove, we don't lose pathalogically on long tickets. sub _CacheConfig { { 'cache_p' => 1, 'fast_update_p' => 1, 'cache_for_sec' => 6000, } } Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From elacour at easter-eggs.com Wed Sep 3 11:39:02 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Sep 2008 17:39:02 +0200 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <48BEADB6.60005@ias.edu> References: <48BD7993.6050901@ias.edu> <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> <48BEADB6.60005@ias.edu> Message-ID: <20080903153902.GV3267@easter-eggs.com> On Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: > This RT user of ours used a different open source ticketing system > before. That system allows modifications to the "Summary" (almost > equivalent to the email Subject:), "Note" and "Description". With this > feature the user found it easy to update a ticket for future search > without sifting through all the comments. I believe the system logs the > modifications so we know which user touched the Summary I guess. But I > don't believe it records exactly what changes were made so this still > isn't good enough for auditing purpose... > > Will modifying the email subject line for a RT ticket break all the > links (data, attachments, etc...)? Just curious... > Modifying a ticket subject through the UI is of course allowed and logged, there is no "RT" side effect on doing this. From chenga at ias.edu Wed Sep 3 11:50:43 2008 From: chenga at ias.edu (Alan Cheng) Date: Wed, 03 Sep 2008 11:50:43 -0400 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <20080903153902.GV3267@easter-eggs.com> References: <48BD7993.6050901@ias.edu> <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> <48BEADB6.60005@ias.edu> <20080903153902.GV3267@easter-eggs.com> Message-ID: <48BEB253.8010202@ias.edu> Thanks so much! I just found out where to modify the subject and it worked perfectly!!! :) In case someone is looking for the same answer in the future, ticket "Subject:" can be modified after clicking on "The Basics" for that ticket. The change is logged. Alan Emmanuel Lacour wrote: > On Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: > >> This RT user of ours used a different open source ticketing system >> before. That system allows modifications to the "Summary" (almost >> equivalent to the email Subject:), "Note" and "Description". With this >> feature the user found it easy to update a ticket for future search >> without sifting through all the comments. I believe the system logs the >> modifications so we know which user touched the Summary I guess. But I >> don't believe it records exactly what changes were made so this still >> isn't good enough for auditing purpose... >> >> Will modifying the email subject line for a RT ticket break all the >> links (data, attachments, etc...)? Just curious... >> >> > > Modifying a ticket subject through the UI is of course allowed and > logged, there is no "RT" side effect on doing this. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From epeterson at edc.org Wed Sep 3 11:54:55 2008 From: epeterson at edc.org (Peterson, Erik) Date: Wed, 03 Sep 2008 11:54:55 -0400 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <48BEB253.8010202@ias.edu> Message-ID: > > Thanks so much! I just found out where to modify the subject and it worked > perfectly!!! :) > > In case someone is looking for the same answer in the future, ticket > "Subject:" can be modified after clicking on "The Basics" for that ticket. > The change is logged. You could also set up a custom field for summary which isn?t tied to a particular transaction, but to an individual ticket. Then it could be modified much as Subject would be. Hope that?s helpful Erik From darling at ccdc.cam.ac.uk Wed Sep 3 11:30:17 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Wed, 03 Sep 2008 16:30:17 +0100 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> References: <48BD7993.6050901@ias.edu> <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> Message-ID: <48BEAD89.8080806@ccdc.cam.ac.uk> > Sorry, but I've gotta ask: without disturbing this list's fitness for family > viewing, what found its way into your RT instance that shouldn't have? I'm not the OP, but one of our customers sent their credit card details to support at ... (who use RT) rather than admin at ... (who don't). And all support email gets mirrored to our intranet via hypermail. 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 chenga at ias.edu Wed Sep 3 11:59:33 2008 From: chenga at ias.edu (Alan Cheng) Date: Wed, 03 Sep 2008 11:59:33 -0400 Subject: [rt-users] Editing Comments or Replies In-Reply-To: References: Message-ID: <48BEB465.8050206@ias.edu> Erik thank you very much for the suggestion. Definitely another option to use! Alan Peterson, Erik wrote: >> Thanks so much! I just found out where to modify the subject and it worked >> perfectly!!! :) >> >> In case someone is looking for the same answer in the future, ticket >> "Subject:" can be modified after clicking on "The Basics" for that ticket. >> The change is logged. >> > > > You could also set up a custom field for summary which isn?t tied to a > particular transaction, but to an individual ticket. > > Then it could be modified much as Subject would be. > > Hope that?s helpful > > Erik > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From np121 at hotmail.com Wed Sep 3 13:18:49 2008 From: np121 at hotmail.com (Nick Price) Date: Wed, 3 Sep 2008 17:18:49 +0000 Subject: [rt-users] (no subject) Message-ID: Hello With RT 3.6.3 at the bottom of each web page where the link to Best Practical is it gives "Time to display:" How can I get this back in version 3.8.1 Many thanks _________________________________________________________________ Get more out of the Web. Learn 10 hidden secrets of Windows Live. 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 jesse at bestpractical.com Wed Sep 3 13:24:56 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Sep 2008 13:24:56 -0400 Subject: [rt-users] (no subject) In-Reply-To: References: Message-ID: <20080903172456.GF24336@bestpractical.com> On Wed, Sep 03, 2008 at 05:18:49PM +0000, Nick Price wrote: > Hello > > With RT 3.6.3 at the bottom of each web page where the link to Best Practical is it gives "Time to display:" > > > How can I get this back in version 3.8.1 In RT 3.8, it's simply hidden by CSS. A local CSS stylesheet could unhide it. > > Many thanks > _________________________________________________________________ > Get more out of the Web. Learn 10 hidden secrets of Windows Live. > http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sep 3 14:47:37 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 03 Sep 2008 11:47:37 -0700 Subject: [rt-users] Remove bogus users & related tickets Message-ID: <48BEDBC9.5080002@lbl.gov> To list, I have a few very old, very bogus (created when we were playing around in prod) users that created some tickets for testing purposes. I checked the database and the only groups the users are in is the UserEquiv type and as creators in some test tickets. I found the tickets and the attachements in the DB (Oracle). I would like to remove the users and have done so before, but they were unprivileged and had no relation to any tickets. This situation is different because they are the creators of some tickets that are of no consequence (test tickets). My list of affected tables is: USERS GROUPS GROUPMEMBERS PRINCIPALS CACHEDGROUPMEMBERS TICKETS ATTACHMENTS Are there any other tables I need be concerned about? I was going to use Shredder, but since I haven't been able to even get Rights Matrix to work (asked for help several times and get no response) in my 3.6.4 session, I'm not too confident I could download shredder and get it to work. This is really a simple delete of these table records based on the INSTANCE, MEMBERID, & OBJECTID values that I have for these records, so I'm not too worried as long as I know of all the related tables that need to be changed. Anyone? Kenn LBNL From charlie.reddington at gmail.com Wed Sep 3 14:48:48 2008 From: charlie.reddington at gmail.com (Charlie Reddington) Date: Wed, 3 Sep 2008 13:48:48 -0500 Subject: [rt-users] Ticket shows up encrypted in GUI Message-ID: <1D370D38-92BD-4E47-9570-6E2CCDF649E3@gmail.com> Okay, so it seems that I can send tickets in and out that are properly encrypted. My issue comes from seeing the ticket itself as being encrypted. I turned on debugging and the only red flags I see are these..... [Wed Sep 3 18:28:55 2008] [warning]: gpg: WARNING: unsafe permissions on homedir "/usr/local/rt-3.8.1/var/data/gpg" (/usr/local/rt-3.8.1/ bin/../lib/RT/Crypt/GnuPG.pm:2007) Right now I have the gpg folder and contents owned as apache:apache and all the files are chmoded 600. [Wed Sep 3 18:28:55 2008] [error]: gpg: error reading key: secret key not available (/usr/local/rt-3.8.1/bin/../lib/RT/Crypt/GnuPG.pm:2008) I can only assume the 'secret key' is the key that I set in my RT_SiteConfig.PM which is set properly with looks like this...... Set( %GnuPG, Enable=>1, OutgoingMessagesFormat=>'RFC', AllowEncryptDataInDB=>0, '--passphrase'=>'password', ); Do I need to set this somewhere else? Charlie From jesse at bestpractical.com Wed Sep 3 17:05:01 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Sep 2008 17:05:01 -0400 Subject: [rt-users] RT support in France In-Reply-To: <742e684f0809020833i2f90ad40vdb3b69a6e913c3d4@mail.gmail.com> References: <742e684f0809020833i2f90ad40vdb3b69a6e913c3d4@mail.gmail.com> Message-ID: <20080903210501.GM24336@bestpractical.com> On Tue, Sep 02, 2008 at 05:33:27PM +0200, Nicolas Chuche wrote: > Hello, > > We will be looking for rt support in France soon. Does best practical > has french recommended partners ? Nicolas, Generally, Best Practical provides support to customers around the world. A few of our team never sleep and a few of our team are located outside the US, so we have fairly good coverage outside of US business hours. If you need French-language tech support, that's something we can't really provide. (Unless you want to laugh at our High-school-level French.) Drop me a line off-list and we can get something put together for you. Best, Jesse From rouilj at renesys.com Wed Sep 3 16:57:42 2008 From: rouilj at renesys.com (John Rouillard) Date: Wed, 3 Sep 2008 20:57:42 +0000 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <48BEADB6.60005@ias.edu> References: <48BD7993.6050901@ias.edu> <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> <48BEADB6.60005@ias.edu> Message-ID: <20080903205742.GJ16982@renesys.com> eOn Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: > This RT user of ours used a different open source ticketing system > before. That system allows modifications to the "Summary" (almost > equivalent to the email Subject:), "Note" and "Description". With this > feature the user found it easy to update a ticket for future search > without sifting through all the comments. I believe the system logs the > modifications so we know which user touched the Summary I guess. But I > don't believe it records exactly what changes were made so this still > isn't good enough for auditing purpose... > > Will modifying the email subject line for a RT ticket break all the > links (data, attachments, etc...)? Just curious... I claim it shouldn't have any effect except that email messages coming in with just the subject (but no ticket identifier) that could be matched to the ticket's subject field won't be. But I think that feature is only in the more recent RT's. However, what I suggest is a custom summary/checklist text field. In my (old version) of rt, the best I can do is an "enter multiple values" custom field, which kind of bites for this purpose as it keeps merging all the lines, but yours may operate better. I implemented something similar for roundup's sysadmin tracker a while back. It's useful for keeping things like other ticket/case numbers from vendors, keywords for searching, checklists of open tasks up to date. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111 From c_apotla at qualcomm.com Thu Sep 4 01:36:13 2008 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 3 Sep 2008 22:36:13 -0700 Subject: [rt-users] Information regarding Mason Components and CSS in StyleGuide.pod Message-ID: Hi Jesse, I was going through StyleGuide and I see that the info for the Mason component style and CSS is not yet given. I am trying to understand the flow of the Mason compnents , CSS for RT and would appreciate it if you (or anyone for that matter) can give me some guidance or resources that you might have for understanding it. I have just started with this project and I have decent knowledge of OO Perl and just started with MASON. Thanks in advance. -Ashish IT Consultant Qualcomm From pgoffin at mtl-inst.com Thu Sep 4 02:29:50 2008 From: pgoffin at mtl-inst.com (Paul Goffin) Date: Thu, 4 Sep 2008 07:29:50 +0100 Subject: [rt-users] Missing dependencies in RT3.8.1? Message-ID: I've just done a fresh install of 3.8.1 and found the graphing functions didn't work. make testdeps of our old version, 3.6.6 indicated various GD packages were necessary but 3.8.1 does not do this. Manually installing the GD packages indicated by 3.6.6 fixed the graphs. Paul Goffin -------------- next part -------------- An HTML attachment was scrubbed... URL: From gianluca.gobbi at kyneste.com Thu Sep 4 04:15:13 2008 From: gianluca.gobbi at kyneste.com (Gian Luca Gobbi) Date: Thu, 4 Sep 2008 10:15:13 +0200 Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: Message-ID: <11BD311D61FB624A99E86204595C5226020D770B@ky-mi-dc-02.kyneste.com> Hi, you must add/change this lines in your my.cnf: [client] default-character-set = utf8 [mysqld] default-character-set=utf8 character_set_server=utf8 collation_server=utf8_general_ci init_connect='SET collation_connection = utf8_general_ci' init_connect='SET CHARACTER_SET utf8' init_connect='SET NAMES utf8' [mysql] default-character-set=utf8 Stop/start you mysqld and you have: mysql> show variables like 'c%'; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | | collation_connection | utf8_general_ci | | collation_database | utf8_general_ci | | collation_server | utf8_general_ci | | completion_type | 0 | | concurrent_insert | 1 | | connect_timeout | 10 | +--------------------------+----------------------------+ 14 rows in set (0.00 sec) After these modifications all works well. -- Gian Luca Gobbi ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of BALINT Bekeny Sent: Wednesday, September 03, 2008 11:07 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Charset issues after upgrade to 3.8.1 Hi, I reported the same problem here (but nobody answered): http://lists.bestpractical.com/pipermail/rt-users/2008-August/053512.html I think there is a lack in the mysql upgrade document or in the upgrade script. I did it on a test environment and didn't have time to find out the real solution, so I delayed the migration of the real system. Some more information: - After migration, new entries (for example CF-s) seemed good, even if they have non-ascii characters. - In mysql CLI: show variables like 'c%' shows that everything is utf8 (so this seems good) Any suggestion? Thanks, -- Bek?ny On Tue, Sep 2, 2008 at 5:28 PM, Emmanuel Lacour wrote: On Tue, Sep 02, 2008 at 08:14:55AM -0700, F350 wrote: > > Thanks a lot for your help and time Emmanuel. > I updated all the tickets, CF and templates that look corrupted. > Next time i'll make sure I do the updates on a test server :) > You're welcome :) Using a test server or a test db/rt instance is a must have ;) _______________________________________________ From Jason.Doran at nuim.ie Thu Sep 4 05:50:38 2008 From: Jason.Doran at nuim.ie (Jason Doran) Date: Thu, 04 Sep 2008 10:50:38 +0100 Subject: [rt-users] Missing dependencies in RT3.8.1? In-Reply-To: References: Message-ID: <19B5438F-C3CC-4CFC-8265-E8D82E37522A@nuim.ie> Hi Paul, From memory on my CentOS machine I had to make sure that I had following: rpm -qa|grep graphviz graphviz-devel-2.20.2-1.el5 graphviz-perl-2.20.2-1.el5 graphviz-2.20.2-1.el5 I then configured RT with: --enable-graphviz Turns on support for RT's GraphViz dependency charts --enable-gd Turns on support for RT's GD pie and bar charts Under links section I then got a "graph" button/link. Regards, Jason On 4 Sep 2008, at 07:29, Paul Goffin wrote: > > I've just done a fresh install of 3.8.1 and found the graphing > functions didn't work. > > make testdeps of our old version, 3.6.6 indicated various GD > packages were necessary but 3.8.1 does not do this. > > Manually installing the GD packages indicated by 3.6.6 fixed the > graphs. > > Paul Goffin_______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 post at macsupport.info Thu Sep 4 06:20:00 2008 From: post at macsupport.info (Hakan Kaya) Date: Thu, 4 Sep 2008 12:20:00 +0200 Subject: [rt-users] urgent: Connect Failed received invalid response to SSL negotiation Message-ID: <843aeaf30809040320x799370c5we8234898e69ced67@mail.gmail.com> Please help me, I am not a perl nor Pg expert. After a restart, request-tracker 3.6.1 on Debian etch stopped working. The complete error message is this: Connect Failed received invalid response to SSL negotiation: F\n\n at /usr/share/request-tracker3.6/lib/RT.pm line 176\n I have tried to figure out where to switch off SSL off but could not find it. How can I get this working again? Thanks for your valued assistance. H. Kaya -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Sep 4 06:29:58 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 4 Sep 2008 12:29:58 +0200 Subject: [rt-users] urgent: Connect Failed received invalid response to SSL negotiation In-Reply-To: <843aeaf30809040320x799370c5we8234898e69ced67@mail.gmail.com> References: <843aeaf30809040320x799370c5we8234898e69ced67@mail.gmail.com> Message-ID: <20080904102958.GE6589@easter-eggs.com> On Thu, Sep 04, 2008 at 12:20:00PM +0200, Hakan Kaya wrote: > Please help me, I am not a perl nor Pg expert. After a restart, > request-tracker 3.6.1 on Debian etch stopped working. The complete error > message is this: > Connect Failed received invalid response to SSL negotiation: F\n\n at > /usr/share/request-tracker3.6/lib/RT.pm line 176\n > > I have tried to figure out where to switch off SSL off but could not find > it. > How can I get this working again? > There is a variable in RT config file: "DatabaseRequireSSL", you can try to disable it (set to 0 or undef) if your databse isn't configured for SSL connections. From F350bidon at yahoo.com Thu Sep 4 07:53:14 2008 From: F350bidon at yahoo.com (F350) Date: Thu, 4 Sep 2008 04:53:14 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <11BD311D61FB624A99E86204595C5226020D770B@ky-mi-dc-02.kyneste.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> <20080902140505.GM12508@easter-eggs.com> <19271060.post@talk.nabble.com> <20080902142637.GN12508@easter-eggs.com> <19271484.post@talk.nabble.com> <20080902145831.GP12508@easter-eggs.com> <19272127.post@talk.nabble.com> <20080902152800.GQ12508@easter-eggs.com> <11BD311D61FB624A99E86204595C5226020D770B@ky-mi-dc-02.kyneste.com> Message-ID: <19308775.post@talk.nabble.com> Are u sure it is the way to do ? In the Upgrading.mysql help file, they say that the default charset should not be utf-8. In my database, all my tables are set as utf-8 but the default charset of the database is latin1. Gian Luca Gobbi wrote: > > Hi, > you must add/change this lines in your my.cnf: > > [client] > default-character-set = utf8 > > [mysqld] > default-character-set=utf8 > character_set_server=utf8 > collation_server=utf8_general_ci > init_connect='SET collation_connection = utf8_general_ci' > init_connect='SET CHARACTER_SET utf8' > init_connect='SET NAMES utf8' > > [mysql] > default-character-set=utf8 > > Stop/start you mysqld and you have: > > mysql> show variables like 'c%'; > +--------------------------+----------------------------+ > | Variable_name | Value | > +--------------------------+----------------------------+ > | character_set_client | utf8 | > | character_set_connection | utf8 | > | character_set_database | utf8 | > | character_set_filesystem | binary | > | character_set_results | utf8 | > | character_set_server | utf8 | > | character_set_system | utf8 | > | character_sets_dir | /usr/share/mysql/charsets/ | > | collation_connection | utf8_general_ci | > | collation_database | utf8_general_ci | > | collation_server | utf8_general_ci | > | completion_type | 0 | > | concurrent_insert | 1 | > | connect_timeout | 10 | > +--------------------------+----------------------------+ > 14 rows in set (0.00 sec) > > > After these modifications all works well. > > -- > Gian Luca Gobbi > > > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of BALINT > Bekeny > Sent: Wednesday, September 03, 2008 11:07 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Charset issues after upgrade to 3.8.1 > > > Hi, > > I reported the same problem here (but nobody answered): > http://lists.bestpractical.com/pipermail/rt-users/2008-August/053512.html > > I think there is a lack in the mysql upgrade document or in the upgrade > script. > I did it on a test environment and didn't have time to find out the real > solution, > so I delayed the migration of the real system. > > Some more information: > - After migration, new entries (for example CF-s) seemed good, even if > they have non-ascii characters. > - In mysql CLI: show variables like 'c%' shows that everything is utf8 > (so this seems good) > > Any suggestion? > > Thanks, > -- > Bek?ny > > > > On Tue, Sep 2, 2008 at 5:28 PM, Emmanuel Lacour > wrote: > > > On Tue, Sep 02, 2008 at 08:14:55AM -0700, F350 wrote: > > > > Thanks a lot for your help and time Emmanuel. > > I updated all the tickets, CF and templates that look corrupted. > > Next time i'll make sure I do the updates on a test server :) > > > > > You're welcome :) > > Using a test server or a test db/rt instance is a must have ;) > > _______________________________________________ > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19308775.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From F350bidon at yahoo.com Thu Sep 4 08:03:07 2008 From: F350bidon at yahoo.com (F350) Date: Thu, 4 Sep 2008 05:03:07 -0700 (PDT) Subject: [rt-users] Charset issues after upgrade to 3.8.1 In-Reply-To: <19308775.post@talk.nabble.com> References: <19267620.post@talk.nabble.com> <20080902102711.GH12508@easter-eggs.com> <19268595.post@talk.nabble.com> <20080902115533.GI12508@easter-eggs.com> <19269813.post@talk.nabble.com> <20080902131150.GJ12508@easter-eggs.com> <19270223.post@talk.nabble.com> <20080902140505.GM12508@easter-eggs.com> <19271060.post@talk.nabble.com> <20080902142637.GN12508@easter-eggs.com> <19271484.post@talk.nabble.com> <20080902145831.GP12508@easter-eggs.com> <19272127.post@talk.nabble.com> <20080902152800.GQ12508@easter-eggs.com> <11BD311D61FB624A99E86204595C5226020D770B@ky-mi-dc-02.kyneste.com> <19308775.post@talk.nabble.com> Message-ID: <19308784.post@talk.nabble.com> Here is a sample of my custom fields table schema: CREATE TABLE `CustomFields` ( `id` int(11) NOT NULL auto_increment, `Name` varchar(200) default NULL, `Type` varchar(200) character set ascii default NULL, `MaxValues` int(11) default NULL, `Pattern` text, `Repeated` smallint(6) NOT NULL default '0', `Description` varchar(255) default NULL, `SortOrder` int(11) NOT NULL default '0', `LookupType` varchar(255) character set ascii NOT NULL, `Creator` int(11) NOT NULL default '0', `Created` datetime default NULL, `LastUpdatedBy` int(11) NOT NULL default '0', `LastUpdated` datetime default NULL, `Disabled` smallint(6) NOT NULL default '0', PRIMARY KEY (`id`) ) ENGINE=InnoDB DEFAULT CHARSET=utf8; Can someone tell me if the schema is correct ? When comparing the old database version (3.8.0) and the new one (3.8.1) I found no differences in the schema even after applying the script. Thanks F350 wrote: > > Are u sure it is the way to do ? In the Upgrading.mysql help file, they > say that the default charset should not be utf-8. In my database, all my > tables are set as utf-8 but the default charset of the database is latin1. > > > Gian Luca Gobbi wrote: >> >> Hi, >> you must add/change this lines in your my.cnf: >> >> [client] >> default-character-set = utf8 >> >> [mysqld] >> default-character-set=utf8 >> character_set_server=utf8 >> collation_server=utf8_general_ci >> init_connect='SET collation_connection = utf8_general_ci' >> init_connect='SET CHARACTER_SET utf8' >> init_connect='SET NAMES utf8' >> >> [mysql] >> default-character-set=utf8 >> >> Stop/start you mysqld and you have: >> >> mysql> show variables like 'c%'; >> +--------------------------+----------------------------+ >> | Variable_name | Value | >> +--------------------------+----------------------------+ >> | character_set_client | utf8 | >> | character_set_connection | utf8 | >> | character_set_database | utf8 | >> | character_set_filesystem | binary | >> | character_set_results | utf8 | >> | character_set_server | utf8 | >> | character_set_system | utf8 | >> | character_sets_dir | /usr/share/mysql/charsets/ | >> | collation_connection | utf8_general_ci | >> | collation_database | utf8_general_ci | >> | collation_server | utf8_general_ci | >> | completion_type | 0 | >> | concurrent_insert | 1 | >> | connect_timeout | 10 | >> +--------------------------+----------------------------+ >> 14 rows in set (0.00 sec) >> >> >> After these modifications all works well. >> >> -- >> Gian Luca Gobbi >> >> >> >> ________________________________ >> >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of BALINT >> Bekeny >> Sent: Wednesday, September 03, 2008 11:07 AM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Charset issues after upgrade to 3.8.1 >> >> >> Hi, >> >> I reported the same problem here (but nobody answered): >> http://lists.bestpractical.com/pipermail/rt-users/2008-August/053512.html >> >> I think there is a lack in the mysql upgrade document or in the upgrade >> script. >> I did it on a test environment and didn't have time to find out the real >> solution, >> so I delayed the migration of the real system. >> >> Some more information: >> - After migration, new entries (for example CF-s) seemed good, even if >> they have non-ascii characters. >> - In mysql CLI: show variables like 'c%' shows that everything is >> utf8 (so this seems good) >> >> Any suggestion? >> >> Thanks, >> -- >> Bek?ny >> >> >> >> On Tue, Sep 2, 2008 at 5:28 PM, Emmanuel Lacour >> wrote: >> >> >> On Tue, Sep 02, 2008 at 08:14:55AM -0700, F350 wrote: >> > >> > Thanks a lot for your help and time Emmanuel. >> > I updated all the tickets, CF and templates that look corrupted. >> > Next time i'll make sure I do the updates on a test server :) >> > >> >> >> You're welcome :) >> >> Using a test server or a test db/rt instance is a must have ;) >> >> _______________________________________________ >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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/Charset-issues-after-upgrade-to-3.8.1-tp19267620p19308784.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From tim at krellis.org Thu Sep 4 10:57:16 2008 From: tim at krellis.org (Tim Wilde) Date: Thu, 04 Sep 2008 10:57:16 -0400 Subject: [rt-users] GPG inbound decrypt/verify problems in RT 3.8.1 Message-ID: <48BFF74C.6030806@krellis.org> Greetings all! I've been running into a very strange decrypt/verify problem with inbound GPG mail in RT 3.8.1. The problem seems to be the same with both PGP/MIME and inline PGP, though I've been mostly testing with inline PGP. RT gets the inbound message, and all of the GPG infrastructure appears to be set up correctly, but encrypted messages get "NODATA 1" and "NODATA 2" back from GPG, and signed-only messages get "BADSIG" back. However, when I look in /tmp, I can see the temp files that RT creates with the appropriate body parts (based on their contents and the timestamps), and when I pass them through command-line gpg, using the same homedir and other options that I pass in my RT config, it can decrypt/verify them just fine! As far as I can tell from some testing, it seems that something wonky is happening with the file handles that are getting passed around - I just can't figure out what! If I strip out even one character from those temp files I found, and run them through command-line gpg, I get the same results that RT gets. I have verified that GPG encryption works outbound - I can send an encrypted message from the queue, and it is encrypted with the appropriate keys. RT is 3.8.1, GnuPG::Interface is 0.36, gpg is 1.2.6 (working on getting that upgraded, though it doesn't seem a likely culprit), Apache is 2.2.9, mod_perl is 2.0. GnuPG options in RT_SiteConfig.pm: Set( %GnuPG, Enable=>1, OutgoingMessagesFormat=>'RFC', AllowEncryptDataInDB=>0, ); Set( %GnuPGOptions, 'passphrase'=>'mypassphrasehere', 'no-permission-warning'=>undef, 'homedir'=>'var/data/gpg', ); Set(@MailPlugins, 'Auth::MailFrom', 'Auth::GnuPG', ); My GPG keyrings are in var/data/gpg relative to the RT root, and all my command-line testing of temp files has used those same keyrings for consistency. Debug log entries from encrypted inbound message: [Thu Sep 4 14:35:03 2008] [debug]: Found encrypted inline part (/usr/local/rt-3.8.1/bin/../local/lib/RT/Crypt/GnuPG.pm:883) [Thu Sep 4 14:35:03 2008] [debug]: [GNUPG:] NODATA 1 [GNUPG:] NODATA 2 (/usr/local/rt-3.8.1/bin/../local/lib/RT/Crypt/GnuPG.pm:1313) [Thu Sep 4 14:35:03 2008] [error]: gpg: no valid OpenPGP data found. gpg: decrypt_message failed: eof (/usr/local/rt-3.8.1/bin/../local/lib/RT/Crypt/GnuPG.pm:1315) [Thu Sep 4 14:35:03 2008] [debug]: Found GnuPG protected parts (/usr/local/rt-3.8.1/bin/../lib/RT/Interface/Email/Auth/GnuPG.pm:234) [Thu Sep 4 14:35:03 2008] [debug]: Error during verify/decrypt operation (/usr/local/rt-3.8.1/bin/../lib/RT/Interface/Email/Auth/GnuPG.pm:238) [Thu Sep 4 14:35:03 2008] [error]: Had a problem during decrypting and verifying (/usr/local/rt-3.8.1/bin/../lib/RT/Interface/Email/Auth/GnuPG.pm:97) [Thu Sep 4 14:35:03 2008] [error]: Couldn't process a message: No data has been found. The reason is 'No armored data', No data has been found. The reason is 'Expected a packet, but did not found one' (/usr/local/rt-3.8.1/bin/../lib/RT/Interface/Email/Auth/GnuPG.pm:204) [Thu Sep 4 14:35:04 2008] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - encrypted test (/usr/local/rt-3.8.1/bin/../lib/RT/I18N.pm:231) Same debug log section from signed inbound message: [Thu Sep 4 14:35:37 2008] [debug]: Found signed inline part (/usr/local/rt-3.8.1/bin/../local/lib/RT/Crypt/GnuPG.pm:883) [Thu Sep 4 14:35:37 2008] [debug]: [GNUPG:] BADSIG 96E45B46redacted Tim Wilde (/usr/local/rt-3.8.1/bin/../local/lib/RT/Crypt/GnuPG.pm:1313) [Thu Sep 4 14:35:37 2008] [error]: gpg: Signature made Thu Sep 4 14:35:35 2008 GMT using DSA key ID redacted gpg: BAD signature from "Tim Wilde " (/usr/local/rt-3.8.1/bin/../local/lib/RT/Crypt/GnuPG.pm:1315) [Thu Sep 4 14:35:37 2008] [debug]: Found GnuPG protected parts (/usr/local/rt-3.8.1/bin/../lib/RT/Interface/Email/Auth/GnuPG.pm:234) [Thu Sep 4 14:35:37 2008] [debug]: Error during verify/decrypt operation (/usr/local/rt-3.8.1/bin/../lib/RT/Interface/Email/Auth/GnuPG.pm:238) [Thu Sep 4 14:35:37 2008] [error]: Had a problem during decrypting and verifying (/usr/local/rt-3.8.1/bin/../lib/RT/Interface/Email/Auth/GnuPG.pm:97) [Thu Sep 4 14:35:37 2008] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/usr/local/rt-3.8.1/bin/../lib/RT/I18N.pm:231) Note that the second message did have a subject, "signed test", I don't know if the fact that RT thinks it was subjectless is relevant or not. Is it possible that all of this has something to do with specifying the passphrase in the config (verified multiple times to be the correct passphrase for the secret key for the queue, by the way) rather than using the agent? Based on the other threads here in the archives, I hope this is all the information needed to take a peek at this. Again, for both of the specific messages for which I pasted debug entries here, I have files in /tmp with the exact body content, which, when passed in to command-line gpg, work just fine. I'm at my wit's end, to be honest - any help or suggestions? Thanks, Tim Wilde From jpritikin at pobox.com Thu Sep 4 11:05:23 2008 From: jpritikin at pobox.com (Joshua N Pritikin) Date: Thu, 4 Sep 2008 20:35:23 +0530 Subject: [rt-users] automatic take Message-ID: <20080904150523.GB13037@localhost> Suppose there is a new unassigned ticket. Suppose I reply to the ticket via email. Is there some way for my RT account to automatically take the ticket? If so, how? If this is a bad idea, why? From tjrc at sanger.ac.uk Thu Sep 4 11:28:46 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 4 Sep 2008 16:28:46 +0100 Subject: [rt-users] automatic take In-Reply-To: <20080904150523.GB13037@localhost> References: <20080904150523.GB13037@localhost> Message-ID: On 4 Sep 2008, at 4:05 pm, Joshua N Pritikin wrote: > Suppose there is a new unassigned ticket. Suppose I reply to the > ticket > via email. Is there some way for my RT account to automatically take > the > ticket? If so, how? We have this set up. You need to add a Scrip to do it. We have a Global scrip called AutoTakeOnCorrespond, which has the following custom action. You'll notice there are some parts of it (particularly the line about the syshelp queue) which are specific to our site, so you will want to change parts of it. my $correspondent = $self->TransactionObj->Creator; # 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 tickets in "syshelp" return 1 if $self->TicketObj->QueueObj->Name eq 'syshelp'; # 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 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 KFCrocker at lbl.gov Thu Sep 4 11:47:07 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 04 Sep 2008 08:47:07 -0700 Subject: [rt-users] Separate permission In-Reply-To: <9A3C93B8-8E16-4D06-8A63-4EEC8FE8899A@bestpractical.com> References: <48B8625A.903@lbl.gov> <9A3C93B8-8E16-4D06-8A63-4EEC8FE8899A@bestpractical.com> Message-ID: <48C002FB.2080304@lbl.gov> Kevin, My situation is that these queues are completely seperate support groups and very seldom do they work on the same issue. This is for those tickets where one support group needs another group to complete their work in order for the first group to complete theirs. The "DependsOn" link is perfect, but to do that, I have to allow the "ModifyTicket" right for group1 to a queue they normally do not touch. Not very secure. But thanks. Kenn LBNL On 8/29/2008 4:46 PM, Kevin Falcone wrote: > On Aug 29, 2008, at 4:55 PM, Kenneth Crocker wrote: > >> I'm not using 3.8 yet, but I was hoping that perhaps the permissions >> had been modified a bit to allow a user from one queue to "link" his >> ticket to a ticket in another queue without having to have the >> "ModifyTicket" privilege. I have many queues that could have their >> tickets linked to tickets in other queues, but don't want the support >> personnel of those other queues to be able to modify tickets in their >> own. Does that make any sense? > > I can't tell if you don't want to hand out ModifyTicket to these > users at all or if you're ok letting them have ModifyTicket in their > own queue. > > If the latter, StrictLinkACL in your config may help. > > If the former, there is some rather tangled code that would > need untangling to do what you want. > > -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 rlehmann at monzoon.net Thu Sep 4 11:46:51 2008 From: rlehmann at monzoon.net (Ruben Lehmann) Date: Thu, 4 Sep 2008 17:46:51 +0200 Subject: [rt-users] canned replies with attachment Message-ID: Hi Is it possible to have attachments directly attached to a template. So if I choose this template as canned reply the attachment will be attached as well? Thanks Ruben Monzoon Networks AG Ruben Lehmann ---------------------------------------------------------- Nomadic Workers - hotspot.monzoon.net Wireless Internet - home.monzoon.net Surf the safer way - www.swissvpn.net ---------------------------------------------------------- From jpierce at cambridgeenergyalliance.org Thu Sep 4 12:01:45 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 4 Sep 2008 12:01:45 -0400 Subject: [rt-users] canned replies with attachment In-Reply-To: References: Message-ID: On Thu, Sep 4, 2008 at 11:46, Ruben Lehmann wrote: > Hi > > Is it possible to have attachments directly attached to a template. So if I > choose this template as canned reply the attachment will be > attached as well? > I would suggest that the proper way to handle this is to provide a URI to the documents instead. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris.lindgren at data393.com Thu Sep 4 12:21:57 2008 From: kris.lindgren at data393.com (Kris Lindgren) Date: Thu, 4 Sep 2008 10:21:57 -0600 Subject: [rt-users] RT upgrade from 3.6.2 - 3.8.1 - No longer seems to be looking at the Requestor Permisions In-Reply-To: References: Message-ID: Hello, We have had a couple queues that have been setup and working fine for a while now, however after the upgrade to 3.8.1 we have ran into an issue. Anyone can open a ticket in the queue via email, however once they have opened the ticket they cannot reply to the ticket. The permissions on the queue are setup as follows: System Groups: Unprivileged: none Privileged: none Everyone: Create Ticket Roles: Requestor: ReplyToTicket, ShowTicket Owner: AssignCustomFields, CommentOnTicket, ModifyACL, ModifyQueueWatchers, ModifyTicket, ReplyToTicket, SeeQueue, ShowACL, ShowOutgoingEmail, ShowScrips, ShowTemplate, ShowTicket, ShowTicketComments, Watch, WatchAsAdminCc AdminCC: has the same permissions as Owner Then we have our own User Defined Groups however that shouldn't play a role in this as the user that created the ticket is unprivileged. If I modified the Everyone Permissions to include ReplyToTicket then the user that created the ticket can reply to the ticket without issue. Under the People portion of the Ticket information it does correctly list the user that created the ticket as the Requestor. The email that is given back to the user is the following: Message not recorded: RE: [Data393 #4554] Testing, permission denied. >From the rt.log: [Wed Sep 3 21:51:52 2008] [crit]: Permission Denied (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Wed Sep 3 21:51:52 2008] [error]: Could not record email: Message not recorded: Permission Denied (/opt/rt3/share/html/REST/1.0/No Auth/mail-gateway:75) One other thing I am getting a bunch of errors in the log file: [Thu Sep 4 13:28:32 2008] [warning]: RT::Handle=HASH(0xbae51be0) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Princi pals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'CreateTicket') AND Principals.Disabled = 0 AND Cache dGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembe rs.GroupId AND CachedGroupMembers.MemberId = 5000 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.O bjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 6)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 Which as I understand means I need to run the mysql schema script. The output of that script is as follows: Use of uninitialized value in numeric gt (>) at schema.mysql-4.0-4.1.pl line 311. Use of uninitialized value in numeric gt (>) at schema.mysql-4.0-4.1.pl line 311. Use of uninitialized value in numeric gt (>) at schema.mysql-4.0-4.1.pl line 311. Use of uninitialized value in numeric gt (>) at schema.mysql-4.0-4.1.pl line 311. Use of uninitialized value in numeric gt (>) at schema.mysql-4.0-4.1.pl line 311. Use of uninitialized value in numeric gt (>) at schema.mysql-4.0-4.1.pl line 311. Use of uninitialized value in numeric gt (>) at schema.mysql-4.0-4.1.pl line 311. Use of uninitialized value in numeric gt (>) at schema.mysql-4.0-4.1.pl line 311. Use of uninitialized value in numeric gt (>) at schema.mysql-4.0-4.1.pl line 311. ALTER DATABASE rt DEFAULT CHARACTER SET utf8; ALTER TABLE ACL DEFAULT CHARACTER SET utf8; ALTER TABLE Attachments DEFAULT CHARACTER SET utf8; ALTER TABLE Attachments MODIFY Content CHAR NULL DEFAULT NULL; ALTER TABLE Attributes DEFAULT CHARACTER SET utf8; ALTER TABLE Attributes MODIFY Content CHAR NULL DEFAULT NULL; ALTER TABLE CustomFields DEFAULT CHARACTER SET utf8; ALTER TABLE CustomFieldValues DEFAULT CHARACTER SET utf8; ALTER TABLE GroupMembers DEFAULT CHARACTER SET utf8; ALTER TABLE Groups DEFAULT CHARACTER SET utf8; ALTER TABLE Links DEFAULT CHARACTER SET utf8; ALTER TABLE ObjectCustomFields DEFAULT CHARACTER SET utf8; ALTER TABLE ObjectCustomFieldValues DEFAULT CHARACTER SET utf8; ALTER TABLE ObjectCustomFieldValues MODIFY LargeContent CHAR NULL DEFAULT NULL; ALTER TABLE Principals DEFAULT CHARACTER SET utf8; ALTER TABLE Queues DEFAULT CHARACTER SET utf8; ALTER TABLE ScripActions DEFAULT CHARACTER SET utf8; ALTER TABLE ScripActions MODIFY Argument CHAR NULL DEFAULT NULL; ALTER TABLE ScripConditions DEFAULT CHARACTER SET utf8; ALTER TABLE ScripConditions MODIFY Argument CHAR NULL DEFAULT NULL; ALTER TABLE Scrips DEFAULT CHARACTER SET utf8; ALTER TABLE sessions DEFAULT CHARACTER SET utf8; ALTER TABLE sessions MODIFY id CHAR NOT NULL DEFAULT ''; ALTER TABLE sessions MODIFY a_session CHAR NULL DEFAULT NULL; ALTER TABLE Templates DEFAULT CHARACTER SET utf8; ALTER TABLE Tickets DEFAULT CHARACTER SET utf8; ALTER TABLE Transactions DEFAULT CHARACTER SET utf8; ALTER TABLE Users DEFAULT CHARACTER SET utf8; ALTER TABLE Users MODIFY PGPKey CHAR NULL DEFAULT NULL; ALTER TABLE Users MODIFY Password CHAR NULL DEFAULT NULL; If I run the script against the MYSQL database I get the following mysql error: ERROR 1062 (23000) at line 23: Duplicate entry 'd' for key 1 If I remove this line: ALTER TABLE sessions MODIFY id CHAR NOT NULL DEFAULT ''; the error goes away. The problem then is that RT is essentially broke and the only thing that shows up in the log is: [Thu Sep 4 15:37:33 2008] [error]: Deserialization of attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235) [Thu Sep 4 15:37:33 2008] [error]: Deserialization of attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235) [Thu Sep 4 15:37:33 2008] [error]: Deserialization of attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235) [Thu Sep 4 15:37:33 2008] [error]: Deserialization of attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235) [Thu Sep 4 15:37:33 2008] [error]: Deserialization of attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235) [Thu Sep 4 15:37:33 2008] [error]: Deserialization of attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235) [Thu Sep 4 15:37:33 2008] [error]: Deserialization of attribute 31 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235) ________________________________ Kris Lindgren | Systems Engineer Office - 1.303.268.1522 Email - Kris.Lindgren at data393.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1051 bytes Desc: image001.gif URL: From russinholi at grupoirapida.com.br Thu Sep 4 12:59:06 2008 From: russinholi at grupoirapida.com.br (Reginaldo Russinholi) Date: Thu, 04 Sep 2008 13:59:06 -0300 Subject: [rt-users] Extension CommandByMail In-Reply-To: References: Message-ID: <48C013DA.1040903@grupoirapida.com.br> Hi all, I'm using RT 3.6.6 and I'd like to use the extension CommandByMail. Well, I downloaded the source and follow the instrunctions to install, but I didn't understand in what file and in what part of that file I have to put the CommandByMail configuration. Any help? Regards, Reginaldo Russinholi Developer/Sys.Adm. IRapida Telecom From tim at krellis.org Thu Sep 4 16:01:02 2008 From: tim at krellis.org (Tim Wilde) Date: Thu, 04 Sep 2008 16:01:02 -0400 Subject: [rt-users] [patch] GPG inbound decrypt/verify problems in RT 3.8.1 In-Reply-To: <48BFF74C.6030806@krellis.org> References: <48BFF74C.6030806@krellis.org> Message-ID: <48C03E7E.7040308@krellis.org> Tim Wilde wrote: [ snip ] > Is it possible that all of this has something to do with specifying the > passphrase in the config (verified multiple times to be the correct > passphrase for the secret key for the queue, by the way) rather than > using the agent? [ snip ] Greetings again all! Ding ding ding ding, we have a winner! After far too many hours of digging, I found something that didn't look quite right to me, changed it, and viola, problem solved. The attached patch to lib/RT/Crypt/GnuPG.pm should make operation with a passphrase specified in RT_SiteConfig.pm actually work - without it, I don't think it can work, at least not with gpg 1.2.6. The passphrase needs to be deleted out of %opt before it's passed to _PrepareGnuPGOptions, otherwise it gets very very grumpy in ways that don't even come close to immediately pointing back to the real cause. I note there was an additional section of code dealing with $args{'Passphrase'} right after the one I moved - I didn't move that to the new location, since it doesn't seem to much matter which place it exists. I assume the intent of GetPassphrase() is to allow for subclassing and/or local versions of the module to do more than return 'test' all the time? Otherwise, that code probably doesn't need to be there at all. :) This should probably be mentioned in the documentation. Finally, the area of this module that this patch modifies could use some additional attention/cleanup - almost identical code, with very few variations, occurs 8 times in the same source file, as far as I can tell. It shouldn't be too difficult to factor the options handling out and make maintenance considerably easier. Best Practical folks, please review and apply this patch (or an appropriate variation thereof) to the next release so that others don't have to dig through these problems for as many hours as we did! Please feel free to contact me if you have any further questions about it. Thanks, Tim Wilde -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: GnuPG.pm.patch URL: From sartak at bestpractical.com Thu Sep 4 16:32:16 2008 From: sartak at bestpractical.com (Shawn M Moore) Date: Thu, 4 Sep 2008 16:32:16 -0400 Subject: [rt-users] Extension CommandByMail In-Reply-To: <48C013DA.1040903@grupoirapida.com.br> References: <48C013DA.1040903@grupoirapida.com.br> Message-ID: <20080904203213.GE22772@bestpractical.com> On Thu, Sep 04, 2008 at 01:59:06PM -0300, Reginaldo Russinholi wrote: > Hi all, > > I'm using RT 3.6.6 and I'd like to use the extension CommandByMail. > > Well, I downloaded the source and follow the instrunctions to install, > but I didn't understand in what file and in what part of that file I > have to put the CommandByMail configuration. > > Any help? Hi Reginaldo, The config for CommandByMail goes in your RT_SiteConfig.pm file. If you're using the standard layout, it'll be in /opt/rt3/etc. Shawn From HelmuthRamirez at compupay.com Thu Sep 4 17:53:41 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 4 Sep 2008 17:53:41 -0400 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status Message-ID: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com> Hi everyone, A couple of my users noticed our newly upgraded version of RT (3.8.1) handles the quick searches differently from past versions (3.6.3). When they perform a Quick Search, it does not search on Resolved tickets anymore. The quick search was how we were able to quickly pull up historical resolved tickets. Is this something I can turn on globally somewhere? Cheers! Helmuth Ramirez -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Sep 4 17:58:13 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Sep 2008 17:58:13 -0400 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com> Message-ID: <20080904215813.GX24336@bestpractical.com> On Thu, Sep 04, 2008 at 05:53:41PM -0400, Helmuth Ramirez wrote: > Hi everyone, > > A couple of my users noticed our newly upgraded version of RT (3.8.1) > handles the quick searches differently from past versions (3.6.3). When > they perform a Quick Search, it does not search on Resolved tickets > anymore. The quick search was how we were able to quickly pull up > historical resolved tickets. Is this something I can turn on globally > somewhere? I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. > > > > Cheers! > > > > Helmuth Ramirez > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sep 4 18:02:40 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 4 Sep 2008 18:02:40 -0400 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: <20080904215813.GX24336@bestpractical.com> References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com> <20080904215813.GX24336@bestpractical.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> I'd love to say I'd write the patch, but sadly Perl (or any coding for that matter) is not my strong point. Not from a lack of trying though, I went out and bought a Perl book just to help me understand RT better :) Unfortunately I haven't used it yet :( Oh well, I'll tell them they'll have to use the standard Tickets section for their searches going forward. Thanks Jesse for the quick response. Helmuth -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, September 04, 2008 5:58 PM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status On Thu, Sep 04, 2008 at 05:53:41PM -0400, Helmuth Ramirez wrote: > Hi everyone, > > A couple of my users noticed our newly upgraded version of RT (3.8.1) > handles the quick searches differently from past versions (3.6.3). When > they perform a Quick Search, it does not search on Resolved tickets > anymore. The quick search was how we were able to quickly pull up > historical resolved tickets. Is this something I can turn on globally > somewhere? I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. > > > > Cheers! > > > > Helmuth Ramirez > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Thu Sep 4 18:18:47 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Sep 2008 18:18:47 -0400 Subject: [rt-users] Editing Comments or Replies In-Reply-To: <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> References: <48BD7993.6050901@ias.edu> <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> Message-ID: <09DC369E-A836-4E55-992B-282C0C066352@bestpractical.com> > > Sorry, but I've gotta ask: without disturbing this list's fitness > for family viewing, what found its way into your RT instance that > shouldn't have? I've had a few in my day. In one case, it was a personal attack against another staff member. In another, it was a spreadsheet listing everyone who worked for the company, their social security number, their salary and their home address. We have a tool floating around on the website or the wiki that allows a systems administrator to censor a single transaction and leave a note about why. -j From jesse at bestpractical.com Thu Sep 4 18:22:29 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Sep 2008 18:22:29 -0400 Subject: [rt-users] Editing Comments or Replies In-Reply-To: References: <48BD7993.6050901@ias.edu> <6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com> Message-ID: <16E04B90-88FB-4C17-94B1-802669B0D4B7@bestpractical.com> > > I don't really see a business reason for comments/replies not to be > editable, as long as a record of edits were kept. You can argue that > the > content of a reply or comment is data, not an audit trail entry. If RT has sent it out by email, it can't be taken back. Ticket replies or comments are a record of a conversation, rather than a "notes" field. It's perfectly reasonable to set up a big text custom field for recording a cleaned up version of the ticket's "data", but that's a very separate thing than the log of all history. -j From gevans at hcc.net Thu Sep 4 18:42:39 2008 From: gevans at hcc.net (Greg Evans) Date: Thu, 4 Sep 2008 15:42:39 -0700 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com><20080904215813.GX24336@bestpractical.com> <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> Message-ID: <91ED3A5C4F7943C59C0E94969C116D9D@hcc.local> They can still search resolved by using a format like ' resolved' I have the same issue, in which we need to search resolved tickets as it makes it much easier to find someone since most of the people that call us don't have a clue what their email is (hard to believe I know) or have 10 different emails that they give us Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Thursday, September 04, 2008 3:03 PM To: Jesse Vincent Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status I'd love to say I'd write the patch, but sadly Perl (or any coding for that matter) is not my strong point. Not from a lack of trying though, I went out and bought a Perl book just to help me understand RT better :) Unfortunately I haven't used it yet :( Oh well, I'll tell them they'll have to use the standard Tickets section for their searches going forward. Thanks Jesse for the quick response. Helmuth -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, September 04, 2008 5:58 PM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status On Thu, Sep 04, 2008 at 05:53:41PM -0400, Helmuth Ramirez wrote: > Hi everyone, > > A couple of my users noticed our newly upgraded version of RT (3.8.1) > handles the quick searches differently from past versions (3.6.3). When > they perform a Quick Search, it does not search on Resolved tickets > anymore. The quick search was how we were able to quickly pull up > historical resolved tickets. Is this something I can turn on globally > somewhere? I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. > > > > Cheers! > > > > Helmuth Ramirez > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 HelmuthRamirez at compupay.com Thu Sep 4 20:01:11 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 4 Sep 2008 20:01:11 -0400 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com><20080904215813.GX24336@bestpractical.com> <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> <91ED3A5C4F7943C59C0E94969C116D9D@hcc.local> Message-ID: <7314881427FC8A4081673E8CEEA792490D61E005@EXMIAMI01.compupay.com> Thanks Greg for the tip. That does work :) And I completely understand where you're coming from. On our end when we're searching for a ticket, 99% of the time its to look for something that's already been done/resolved (end users calling for status, etc). Thanks Helmuth -----Original Message----- From: Greg Evans [mailto:gevans at hcc.net] Sent: Thu 9/4/2008 6:42 PM To: Helmuth Ramirez; 'Jesse Vincent' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status They can still search resolved by using a format like ' resolved' I have the same issue, in which we need to search resolved tickets as it makes it much easier to find someone since most of the people that call us don't have a clue what their email is (hard to believe I know) or have 10 different emails that they give us Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Thursday, September 04, 2008 3:03 PM To: Jesse Vincent Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status I'd love to say I'd write the patch, but sadly Perl (or any coding for that matter) is not my strong point. Not from a lack of trying though, I went out and bought a Perl book just to help me understand RT better :) Unfortunately I haven't used it yet :( Oh well, I'll tell them they'll have to use the standard Tickets section for their searches going forward. Thanks Jesse for the quick response. Helmuth -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, September 04, 2008 5:58 PM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status On Thu, Sep 04, 2008 at 05:53:41PM -0400, Helmuth Ramirez wrote: > Hi everyone, > > A couple of my users noticed our newly upgraded version of RT (3.8.1) > handles the quick searches differently from past versions (3.6.3). When > they perform a Quick Search, it does not search on Resolved tickets > anymore. The quick search was how we were able to quickly pull up > historical resolved tickets. Is this something I can turn on globally > somewhere? I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. > > > > Cheers! > > > > Helmuth Ramirez > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 gordon at cryologic.com Thu Sep 4 20:42:39 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 05 Sep 2008 10:42:39 +1000 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: <7314881427FC8A4081673E8CEEA792490D61E005@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com><20080904215813.GX24336@bestpractical.com> <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> <91ED3A5C4F7943C59C0E94969C116D9D@hcc.local> <7314881427FC8A4081673E8CEEA792490D61E005@EXMIAMI01.compupay.com> Message-ID: <48C0807F.5010107@cryologic.com> We are the same, much prefer searching for all unresolved and resolved tickets in the quick search. The change has caused quite a bit of abuse at the sysadmin (me). Gordon Helmuth Ramirez wrote: > On our end when we're searching for a ticket, > 99% of the time its to look for something that's already been > done/resolved (end users calling for status, etc). > > Thanks > Helmuth From jesse at bestpractical.com Thu Sep 4 20:45:15 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Sep 2008 20:45:15 -0400 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: <48C0807F.5010107@cryologic.com> References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com><20080904215813.GX24336@bestpractical.com> <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> <91ED3A5C4F7943C59C0E94969C116D9D@hcc.local> <7314881427FC8A4081673E8CEEA792490D61E005@EXMIAMI01.compupay.com> <48C0807F.5010107@cryologic.com> Message-ID: On Sep 4, 2008, at 8:42 PM, gordon at cryologic.com wrote: > We are the same, much prefer searching for all unresolved and resolved > tickets in the quick search. The change has caused quite a bit of > abuse > at the sysadmin (me). > As I sad before, I'd love to take a patch :) Best, Jesse > Gordon > > > Helmuth Ramirez wrote: >> On our end when we're searching for a ticket, >> 99% of the time its to look for something that's already been >> done/resolved (end users calling for status, etc). >> >> Thanks >> Helmuth > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jmoseley at corp.xanadoo.com Thu Sep 4 21:39:25 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Thu, 4 Sep 2008 20:39:25 -0500 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: <20080904215813.GX24336@bestpractical.com> Message-ID: Jessie, I guess it just depends on the size of the organization, how many queues they have, and how many open tickets are open at a given time. In our environment, we have over 30,000 resolved tickets while we usually have no more than a few dozen open in any given queue. It makes much more sense for our users to simply look at the open tickets in the queues they are responsible for rather than actually perform a search. When we perform a search, 99% of the time we are searching resolved tickets, not open tickets. In our environment, it makes much more sense to have quick searches return results of resolved and open tickets. Any thoughts (based upon feedback thus far) to simply reverting back to the old way vs. a patch to make things configurable? James Moseley I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. From rt at ragweed.net Thu Sep 4 22:10:21 2008 From: rt at ragweed.net (RT) Date: Thu, 4 Sep 2008 21:10:21 -0500 Subject: [rt-users] Privileges not honored for Everyone after 3.8.1 upgrade Message-ID: <6222db450809041910u519f24b3j8ea1c0b9c3dd7785@mail.gmail.com> rt-users, I recently upgraded from 3.6.5 (MySQL 4.0.21) to 3.8.1 (MySQL 5.0.45), using the following -- /opt/rt3/sbin/rt-setup-database --dba root --action upgrade perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 (and applying the output) Everything appears to be fine with respects to incoming tickets, ownership, etc. No obvious errors appear in any logs. Authentication is handled by mod_authnz_ldap. One queue in particular, "Support" has no privileges enabled for the Everyone role. Unprivileged users, which are manually created, have CreateTicket privileges. Prior to the 3.8.1 upgrade, incoming e-mails from unknown users were rejected with the appropriate "No permissions to create tickets in queue Support". Only e-mails from existing Unprivileged users would generate tickets. After the 3.8.1 upgrade, any incoming e-mail causes a user to be "auto-created by form submission" and the ticket to be created in the appropriate queue, disregarding any permissions for the queue. (This is bad.) Auth::Mailfrom appears in 'Admin/Tools/Configuration.html', which as best I understand it, should check the Queue permissions and reject the e-mail appropriately. It doesn't appear that this is occurring. No obvious errors for Auth::Mailfrom appear in any of the logs (error_log, ssl_error_log, maillog, messages). If there's a workaround, e.g. disabling the auto-creation of users, that would work just as well. Any thoughts are appreciated. I'm at a loss for the moment. Thank you for any assistance or insight. From np121 at hotmail.com Fri Sep 5 00:18:10 2008 From: np121 at hotmail.com (Nick Price) Date: Fri, 5 Sep 2008 04:18:10 +0000 Subject: [rt-users] Web interface Message-ID: Hell I have done 2 installs rt-3.8.1 exactly the same with the same confgis except one is on fedora 7 and the other is on fedora 9 both with all the updates installed the fedora 9 works web as it should do On the fedora 7 the program works ok except the web interface gives everything in text mode. Any ideas please Many thanks _________________________________________________________________ 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 chaim.rieger at gmail.com Fri Sep 5 00:24:12 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Fri, 5 Sep 2008 04:24:12 +0000 Subject: [rt-users] Web interface In-Reply-To: References: Message-ID: <1544950051-1220588670-cardhu_decombobulator_blackberry.rim.net-506280127-@bxe283.bisx.prod.on.blackberry> Permissions for the html noauth dir Sent via BlackBerry from T-Mobile -----Original Message----- From: Nick Price Date: Fri, 5 Sep 2008 04:18:10 To: Subject: [rt-users] Web interface _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From elacour at easter-eggs.com Fri Sep 5 03:58:30 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 5 Sep 2008 09:58:30 +0200 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: References: <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> <91ED3A5C4F7943C59C0E94969C116D9D@hcc.local> <7314881427FC8A4081673E8CEEA792490D61E005@EXMIAMI01.compupay.com> <48C0807F.5010107@cryologic.com> Message-ID: <20080905075829.GA3296@easter-eggs.com> On Thu, Sep 04, 2008 at 08:45:15PM -0400, Jesse Vincent wrote: > > On Sep 4, 2008, at 8:42 PM, gordon at cryologic.com wrote: > > > We are the same, much prefer searching for all unresolved and resolved > > tickets in the quick search. The change has caused quite a bit of > > abuse > > at the sysadmin (me). > > > As I sad before, I'd love to take a patch :) > FYI, there is a current feature request for global/per-user preference on status displayed with quicksearch: http://rt3.fsck.com/Ticket/Display.html?id=9705&user=guest&pass=guest Also, I posted a month ago a mail on this list with explanation of quicksearch behaviour and how to combine search arguments: http://lists.bestpractical.com/pipermail/rt-users/2008-July/052868.html From daviswj at comcast.net Fri Sep 5 04:04:26 2008 From: daviswj at comcast.net (Bill Davis) Date: Fri, 05 Sep 2008 02:04:26 -0600 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com> <20080904215813.GX24336@bestpractical.com> <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> Message-ID: <48C0E80A.5010903@comcast.net> I also wanted to be able to list all statuses in Simple Search results in 3.8.1 .... so searched the wiki & the list archives for a possible solution ... ultimately finding this callback (from whom or where I honestly don't recall or I'd give appropriate credit): Place the file ModifyQuery into (for me anyway) /opt/rt3/local/html/Callbacks/stuff/Search/Simple.html/ containing: <%init> my $val = $$query; if( $val !~ /new|open|resolved|stalled|rejected|deleted/i ) { $val = "new open stalled resolved HOLD TstBenchP1 TstBenchP2 Pending-BD $val"; } $$query = $val; <%args> $query => undef ... note that the statuses "HOLD, TstBenchP1, TstBenchP2, & Pending-BD" are locally added statuses and obviously wouldn't apply to anyone else's RT installation. You should remove these & add in any locally created status you also wish to appear in Simple Search results. For what it is worth ... and with due credit to the original author I stole it from :o) ... Bill Davis From espen.wiborg at telio.no Fri Sep 5 04:49:35 2008 From: espen.wiborg at telio.no (Espen Wiborg) Date: Fri, 05 Sep 2008 10:49:35 +0200 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: (Jesse Vincent's message of "Thu, 4 Sep 2008 20:45:15 -0400") References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com> <20080904215813.GX24336@bestpractical.com> <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> <91ED3A5C4F7943C59C0E94969C116D9D@hcc.local> <7314881427FC8A4081673E8CEEA792490D61E005@EXMIAMI01.compupay.com> <48C0807F.5010107@cryologic.com> Message-ID: <87prnjx9i8.fsf@telio.no> Jesse Vincent writes: > On Sep 4, 2008, at 8:42 PM, gordon at cryologic.com wrote: >> We are the same, much prefer searching for all unresolved and >> resolved tickets in the quick search. The change has caused quite a >> bit of abuse at the sysadmin (me). > As I sad before, I'd love to take a patch :) Something like this, perhaps? -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-extrastatesinsimplesearch.patch Type: text/x-diff Size: 1232 bytes Desc: not available URL: -------------- next part -------------- -- Espen Wiborg - Veritas vos liberabit Coincidences are spiritual puns. -- G.K. Chesterton From erik.hertsius at kreditor.se Fri Sep 5 05:35:34 2008 From: erik.hertsius at kreditor.se (Erik Hertsius) Date: Fri, 5 Sep 2008 11:35:34 +0200 Subject: [rt-users] Job ad - User friendly to-do GUI for RT Message-ID: <009e01c90f3a$bf5f8d80$8a64110a@kreditor74bbe5> Hi! We're a Swedish payment solutions company called Kreditor, currently creating a user friendly GUI to put "on top" of RT. The purpose of this is to make it easier for our staff to use the main functions in RT, without having to learn all of the system. We've done some user testing and have created specifications of how the system should look and work. What we need now is someone who can build the connection between RT and the GUI and someone who can create GUI from the drafts (might be the same person). Does it sound interesting? Do you have the skills required for such a job? Just drop me an e-mail and I'll tell you more! Mvh Erik Hertsius - Interaktionsdesigner KREDITOR EUROPE AB Sankt Eriksgatan 117 113 43 Stockholm Dir: +46 8 120 120 94 Mob: 46 765 26 00 94 Vxl: +46 8 120 120 00 Fax: +46 8 120 120 99 Webb: www.kreditor.se E-mail: erik.hertsius at kreditor.se -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Peer at eurac.edu Fri Sep 5 05:41:32 2008 From: Michael.Peer at eurac.edu (Peer Michael) Date: Fri, 5 Sep 2008 11:41:32 +0200 Subject: [rt-users] Make initialize-database with Postgresql Message-ID: Hi Today I want create a fresh rt-database. When I run make initialize-database I get the follow error: invalid privilege type USAGE for table. The error comes from the acl.Pg file, that contains the following code: foreach my $table (@tables) { if ( $table =~ /^[a-z]/ && $table ne 'sessions' ) { # table like objectcustomfields_id_s push @acls, "GRANT USAGE, SELECT, UPDATE ON $table TO $db_user;" } else { push @acls, "GRANT SELECT, INSERT, UPDATE, DELETE ON $table TO $db_user; } } return (@acls); } 1; My current installation is: Rt-3.8.1 Postgresql-8.1.9-1 perl-5.8.8-10 I checked the postgresql installation and compared the schemas without success. I've been able to run "make initialize-database" by commenting the following: --- /opt/rt3/etc/acl.Pg 2008-09-05 11:34:12.000000000 +0200 +++ /root/rt-3.8.1/etc/acl.Pg 2008-09-05 11:00:49.000000000 +0200 @@ -58,13 +58,13 @@ } foreach my $table (@tables) { - if ( $table =~ /^[a-z]/ && $table ne 'sessions' ) { +# if ( $table =~ /^[a-z]/ && $table ne 'sessions' ) { # table like objectcustomfields_id_s - push @acls, "GRANT USAGE, SELECT, UPDATE ON $table TO $db_user;" - } - else { +# push @acls, "GRANT USAGE, SELECT, UPDATE ON $table TO $db_user;" +# } +# else { push @acls, "GRANT SELECT, INSERT, UPDATE, DELETE ON $table TO $db_user;" - } +# } } return (@acls); } What impact does these changes have? Do the current code need the newer postgresql? Any help is appreciated. Regards Michael Peer From russinholi at grupoirapida.com.br Fri Sep 5 06:56:47 2008 From: russinholi at grupoirapida.com.br (Reginaldo Russinholi) Date: Fri, 05 Sep 2008 07:56:47 -0300 Subject: [rt-users] Extension CommandByMail In-Reply-To: <20080904203213.GE22772@bestpractical.com> References: <48C013DA.1040903@grupoirapida.com.br> <20080904203213.GE22772@bestpractical.com> Message-ID: <48C1106F.3060300@grupoirapida.com.br> An HTML attachment was scrubbed... URL: From borgo2000 at email.it Fri Sep 5 08:01:59 2008 From: borgo2000 at email.it (borgo2000 at email.it) Date: Fri, 5 Sep 2008 14:01:59 +0200 Subject: [rt-users] New images not accessbile via http. Is a Mason problem ? Message-ID: <48b858ade1b9b33017366e958197e9f4@82.91.10.178> Hi guys I have a full working RT 3.8.1 installation. I'd like to write a simple link to an image as html code. So I have uploaded an image into the "/opt/rt3/share/html/NoAuth/images/" folder But I always get an error when try access the image directly from the browser via http. File permission are right but I get strange errors like: '<&' without matching '&>' at /opt/rt3/share/html/NoAuth/images/iubar_logo.gif line 1 I did the same on other folders like: /opt/rt3/local/html/Elements /opt/rt3/share/html/Elements/ Every images installed by Rt are accessible without problems via http but new one are not showed. I have uploaded differents images (gif and png formats) but nothing. I think the problem is related to the mason cache component but how to fix it ??? Thank you in advance and greetings from Italy Andrea -- Email.it, the professional e-mail, gratis per te: http://www.email.it/f Sponsor: Grande concorso Whiskas "Tigrotti Felici". Partecipa e vinci due mesi di fornitura Whiskas per il tuo gatto e altri fantastici premi per te! Clicca qui: http://adv.email.it/cgi-bin/foclick.cgi?mid=8193&d=20080905 From jesse at bestpractical.com Fri Sep 5 09:22:48 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Sep 2008 09:22:48 -0400 Subject: [rt-users] New images not accessbile via http. Is a Mason problem ? In-Reply-To: <48b858ade1b9b33017366e958197e9f4@82.91.10.178> References: <48b858ade1b9b33017366e958197e9f4@82.91.10.178> Message-ID: <20080905132248.GF24336@bestpractical.com> On Fri, Sep 05, 2008 at 02:01:59PM +0200, borgo2000 at email.it wrote: > Hi guys > > I have a full working RT 3.8.1 installation. > I'd like to write a simple link to an image as html code. > > So I have uploaded an image into the "/opt/rt3/share/html/NoAuth/images/" > folder > But I always get an error when try access the image directly from the > browser via http. > File permission are right but I get strange errors like: > > '<&' without matching '&>' at > /opt/rt3/share/html/NoAuth/images/iubar_logo.gif line 1 The issue here is that mason is trying to process your images as templates. The right way to fix this is something like the images handler we have in the CSS directories. "Put the images elsewhere and use a dhandler to do the actual serving" -j > > I did the same on other folders like: > /opt/rt3/local/html/Elements > /opt/rt3/share/html/Elements/ > > Every images installed by Rt are accessible without problems via http but > new one are not showed. > I have uploaded differents images (gif and png formats) but nothing. > > I think the problem is related to the mason cache component but how to fix > it ??? > > Thank you in advance and greetings from Italy > > Andrea > > > -- > Email.it, the professional e-mail, gratis per te: http://www.email.it/f > > Sponsor: > Grande concorso Whiskas "Tigrotti Felici". Partecipa e vinci due mesi di > fornitura Whiskas per il tuo gatto e altri fantastici premi per te! > Clicca qui: http://adv.email.it/cgi-bin/foclick.cgi?mid=8193&d=20080905 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Fri Sep 5 09:49:37 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Sep 2008 09:49:37 -0400 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: References: <20080904215813.GX24336@bestpractical.com> Message-ID: <20080905134936.GG24336@bestpractical.com> On Thu, Sep 04, 2008 at 08:39:25PM -0500, jmoseley at corp.xanadoo.com wrote: > > Any thoughts (based upon feedback thus far) to simply reverting back to the > old way vs. a patch to make things configurable? Yes. It's even clearer than before that different organizations have different expectations and different needs. At this point, the patch should probably end up being something that lets the user configure what statuses they want included in the quicksearch. I'll see if I can turn the contributed first pass into something that allows user configuration as an example for others contributing patches. From cnelson at delivra.com Fri Sep 5 11:07:47 2008 From: cnelson at delivra.com (Chris Nelson) Date: Fri, 5 Sep 2008 11:07:47 -0400 Subject: [rt-users] Blank Web page when clicking on some queues in RT 3.8.1 Message-ID: <8e313b7a0809050807s302b2c82wd009c2cf909b72f4@mail.gmail.com> Greetings. I am running RT 3.8.1 on an Ubuntu server (specs below). I just upgraded from 3.6. Unfortunately, I am a Linux novice - so, my apologies in advance. Here is the situation: I have 4 queues. I created 2 User Groups. I am a member of the IT Group. I have granted the IT Group every right available. I am also a member of the AdminCC group on the DBA Queue (along with my DBA). Now, when I click on his queue, I get a blank screen - literally an empty Web page. The URL string appears correct in the Address bar, but there is no content on the page. At that point, when I click the Back button, or close the browser and reopen - the screen stays blank as long as anything that begins with my RT URL remains in the address bar. (I do not have a problem browsing to other Web pages, like Google - it's just the RT instance that I can no longer view). I figured out that if I go into FireFox settings (I'm running FF 3, btw) and delete the cookie, I can then go back to my RT instance, log in and continue (as long as I don't go to his queue). Interestingly, he has the same problem if he clicks on the IT queue. We can both view the default "General" queue just fine. I'm really stumped. I just upgraded last night - and I should note that these problems did not exist before then. I struggled to get the update complete (just because I'm such a Linux newbie) - but am extremely excited about the new look/feel. The only other anomoly I noticed is that I'm logging in more than I ever have before - for one example, sometimes if I click on the Configuration Page, I have to login before it takes me there - etc. I never had to do that before. This leads me to believe that these problems are related to authentication, but I have no idea where to begin. Server Info: - Ubuntu: 7.0.4 fiesty - Apache: 2.2.3 - Perl: 5.8.8 - MySQL: 5.0.38-Ubuntu_0ubuntu1-log Ubuntu 7.04 distribution - I have not enabled the GUI and do not intend to do so - When I ran the configuration, I changed the prefix to /opt/rt3.8/ Thanks so much for you time - I sincerely appreciate it! -Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at ragweed.net Fri Sep 5 11:17:18 2008 From: rt at ragweed.net (RT) Date: Fri, 5 Sep 2008 10:17:18 -0500 Subject: [rt-users] Auth::Mailfrom error in 3.8.1 -- Unprivileged vs. Everyone Message-ID: <6222db450809050817t6b46843dgbc72c6ab4367f279@mail.gmail.com> Frustrated with Auth::Mailfrom not actually working properly, I decided to remove it's ability to create users via e-mail. # $CurrentUser = CreateUser( undef, $Address, $Name, $Address, $args{'Message'} ); "lib/RT/Interface/Email/Auth/MailFrom.pm" line 172 of 183 --93%-- col 3 -- I discovered the issue is that either Auth::Mailfrom is not reading the queue permissions for Unprivileged users properly. In "Modify group rights for queue Support" -- Unprivileged: No rights granted. Privileged: No rights granted. Everyone: No rights granted. I added the following statement to Auth/MailFrom.pm: # check to see whether "Everybody" or "Unprivileged users" can create tickets in this queue unless ( $everyone->PrincipalObj->HasRight( Object => $args{'Queue'}, Right => 'CreateTicket' ) ) { $RT::Logger->debug("PERMISSIONS: Everyone role has no right to create ticket in queue '$qname'"); } if ( $unpriv->PrincipalObj->HasRight( Object => $args{'Queue'}, Right => 'ModifyTicket' ) ) { $RT::Logger->debug("PERMISSIONS: Unprivileged users have rights to modify ticket in queue '$qname'"); } Lo and behold, [Fri Sep 5 15:03:02 2008] [debug]: PERMISSIONS: Everyone role has no right to create ticket in queue 'Support' (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:105) [Fri Sep 5 15:03:02 2008] [debug]: PERMISSIONS: Unprivileged users have rights to modify ticket in queue 'Support' (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:108) I went into the web interface and enabled->save, then disabled->saved the "Modify" permissions on Support by Unprivileged. (To ensure the permissions were being set properly.) It doesn't seem to have any effect! Unprivileged users are still shown by the debug output as having permissions. In the end, it turns out there was a global setting where Unprivileged users had Modify privileges on tickets. **** For the RT Programmers: **** Why are Unprivileged users with "Modify" privileges and Everyone users treated the same in Auth::Mailfrom? Worded differently -- if Unprivileged users have Modify permissions, why does Auth::Mailfrom assume you want new users Auto-created on ticket submission? I'm not understanding the connection at all. Thanks for your time. From ScottDunn at North-American-Recovery.com Fri Sep 5 11:31:09 2008 From: ScottDunn at North-American-Recovery.com (Scott Dunn) Date: Fri, 05 Sep 2008 09:31:09 -0600 Subject: [rt-users] RT cannot receive emails, but it can send them Message-ID: <48C150BD.509@North-American-Recovery.com> Hi, RT can now send email, but it cannot receive them. All we did was modify the sendmail argument to include my email address, locally. What do you think? -- -- Regards, Scott Dunn, IT Specialist ScottDunn at North-American-Recovery.com North American Recovery 801-364-0777x144 From gevans at hcc.net Fri Sep 5 11:54:16 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 5 Sep 2008 08:54:16 -0700 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com><20080904215813.GX24336@bestpractical.com> <7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com> <91ED3A5C4F7943C59C0E94969C116D9D@hcc.local><7314881427FC8A4081673E8CEEA792490D61E005@EXMIAMI01.compupay.com><48C0807F.5010107@cryologic.com> Message-ID: <41A716A666654F1AAA89EFA5BB221E52@hcc.local> I'd be happy to try to make a change, but not even really sure where to begin. From what I could see (and I could very well be very wrong) it looks like it looks at what is included in @ActiveStatus' and not @InactiveStatus and would just need to look at both @ActiveStatus and @InactiveStatus. I will see if I cannot figure out how to do this, but it may be beyond what I know how to do at this point in my perl knowledge, either that or it might be some ugly hack that is by no means good code ;) LOL Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Thursday, September 04, 2008 5:45 PM To: gordon at cryologic.com Cc: RT Users Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status On Sep 4, 2008, at 8:42 PM, gordon at cryologic.com wrote: > We are the same, much prefer searching for all unresolved and resolved > tickets in the quick search. The change has caused quite a bit of > abuse > at the sysadmin (me). > As I sad before, I'd love to take a patch :) Best, Jesse > Gordon > > > Helmuth Ramirez wrote: >> On our end when we're searching for a ticket, >> 99% of the time its to look for something that's already been >> done/resolved (end users calling for status, etc). >> >> Thanks >> Helmuth > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kazineel at gmail.com Fri Sep 5 12:22:20 2008 From: kazineel at gmail.com (KaziNeel) Date: Fri, 5 Sep 2008 09:22:20 -0700 (PDT) Subject: [rt-users] MySQL dump of database now attachments dont display Message-ID: <19333136.post@talk.nabble.com> Hi, Recently I update our old RT-3.0.1 to 3.8.1. Everything working fine but when I check the attachments then i see unicode. my old mysql 4.1.12 and the default character set was latin1 and the new mysql server is 5.0.26, default character set is utf8. I dumped old Attachemnts table and restore to new database with default character set utf8. When I click the attachment doc format file then I see unicode. Need help how to solve this problem. Thanks Kazi -- View this message in context: http://www.nabble.com/MySQL-dump-of-database-now-attachments-dont-display-tp19333136p19333136.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Fri Sep 5 12:38:38 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 5 Sep 2008 20:38:38 +0400 Subject: [rt-users] MySQL dump of database now attachments dont display In-Reply-To: <19333136.post@talk.nabble.com> References: <19333136.post@talk.nabble.com> Message-ID: <589c94400809050938s28ecd9c5ub2633514b30a2877@mail.gmail.com> Consult with UPGRADING.mysql, if something is still unclear after that then return back to us with more questions. On Fri, Sep 5, 2008 at 8:22 PM, KaziNeel wrote: > > Hi, > Recently I update our old RT-3.0.1 to 3.8.1. Everything working fine but > when I check the attachments then i see unicode. my old mysql 4.1.12 and the > default character set was latin1 and the new mysql server is 5.0.26, default > character set is utf8. I dumped old Attachemnts table and restore to new > database with default character set utf8. When I click the attachment doc > format file then I see unicode. Need help how to solve this problem. > Thanks > Kazi > -- > View this message in context: http://www.nabble.com/MySQL-dump-of-database-now-attachments-dont-display-tp19333136p19333136.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 kazineel at gmail.com Fri Sep 5 13:33:07 2008 From: kazineel at gmail.com (KaziNeel) Date: Fri, 5 Sep 2008 10:33:07 -0700 (PDT) Subject: [rt-users] MySQL dump of database now attachments dont display In-Reply-To: <19333136.post@talk.nabble.com> References: <19333136.post@talk.nabble.com> Message-ID: <19336034.post@talk.nabble.com> I follow the UPDATE document. Everything working fine except binary attachments breakage. When I click the doc or excel file then I see binary. Can you help me how to solve this problem? Thanks Kazi KaziNeel wrote: > > Hi, > Recently I update our old RT-3.0.1 to 3.8.1. Everything working fine but > when I check the attachments then i see unicode. my old mysql 4.1.12 and > the default character set was latin1 and the new mysql server is 5.0.26, > default character set is utf8. I dumped old Attachemnts table and restore > to new database with default character set utf8. When I click the > attachment doc format file then I see unicode. Need help how to solve this > problem. > Thanks > Kazi > -- View this message in context: http://www.nabble.com/MySQL-dump-of-database-now-attachments-dont-display-tp19333136p19336034.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dgood at willingminds.com Fri Sep 5 13:03:45 2008 From: dgood at willingminds.com (David Good) Date: Fri, 05 Sep 2008 10:03:45 -0700 Subject: [rt-users] Problem with 'Top N tickets' links on 'RT at a glance' page in 3.8.1 Message-ID: <48C16671.7020404@willingminds.com> I'm seeing an odd problem with the 'Top N tickets' links ('N highest priority tickets I own' and '10 newest unowned tickets') on the 'RT at a glance' page in RT 3.8.1. On the 'RT at a glance' page itself tickets show up as they should but when I click on the link for the search (i.e. click on the '10 highest priority tickets I own' link) I get a 'Found 0 tickets' page. When I click on the 'Edit Search' link, it kicks me into 'Advanced' and I get an error in the 'Results' section: Wrong query, expecting a OPERATOR in '%20Owner%>20<--here%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)' And the text in the Query textbox is similarly URI-escaped. If I fix it manually and click 'Apply' I then get the "Edit Search" page and if I click the "Update format and Search" button on that page I then get the results I was expecting. But if I then go back to the Home page and try the same link again I get the same problem. The really odd thing is that the 'Bookmarked Tickets' link on the 'RT at a glance' page works fine. Here is the link URI for the 'N highest priority tickets I own' link: http://calhd01.na.local/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%0A%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2C%0A%27__Priority__%27%2C%0A%27__QueueName__%27%2C%0A%27__ExtendedStatus__%27%2C%0A%27__Bookmark__%27&Order=DESC%7CASC%7CASC%7CASC&OrderBy=Priority%7Cid&Query=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)&RowsPerPage=50 and here's the one for the 'Bookmarked Tickets' link: http://calhd01.na.local/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus%2C%20Bookmark&Order=DESC&OrderBy=LastUpdated&Query=id%20%3D%20%27__Bookmarked__%27&Rows=999 Thanks! David Good From gevans at hcc.net Fri Sep 5 14:13:30 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 5 Sep 2008 11:13:30 -0700 Subject: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status In-Reply-To: <87prnjx9i8.fsf@telio.no> References: <7314881427FC8A4081673E8CEEA792490B70D29C@EXMIAMI01.compupay.com><20080904215813.GX24336@bestpractical.com><7314881427FC8A4081673E8CEEA792490B70D29D@EXMIAMI01.compupay.com><91ED3A5C4F7943C59C0E94969C116D9D@hcc.local><7314881427FC8A4081673E8CEEA792490D61E005@EXMIAMI01.compupay.com><48C0807F.5010107@cryologic.com> <87prnjx9i8.fsf@telio.no> Message-ID: <994A88A34B00404292C7068301493871@hcc.local> Excellent Patch. Works like a charm :) For anyone that doesn't know how to run the patch Put the file in your rt3 directory (/opt/rt3 in my case) 'patch -p0 < rt-extrastatesinsimplesearch.patch' Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Espen Wiborg Sent: Friday, September 05, 2008 1:50 AM To: Jesse Vincent Cc: gordon at cryologic.com; RT Users Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status Jesse Vincent writes: > On Sep 4, 2008, at 8:42 PM, gordon at cryologic.com wrote: >> We are the same, much prefer searching for all unresolved and >> resolved tickets in the quick search. The change has caused quite a >> bit of abuse at the sysadmin (me). > As I sad before, I'd love to take a patch :) Something like this, perhaps? From borgo2000 at email.it Fri Sep 5 14:42:55 2008 From: borgo2000 at email.it (borgo2000 at email.it) Date: Fri, 5 Sep 2008 20:42:55 +0200 Subject: [rt-users] How to install the Timeline extension ? Message-ID: <4dc5c02949aab8dac41df5334dda9038@82.91.10.178> Anyone know how to install the Timeline extension in RT ? http://search.cpan.org/~htchapman/RTx-Timeline-0.03/ I find it great, here is a demo http://simile.mit.edu/timeline/ Thanks Andrea -- Email.it, the professional e-mail, gratis per te: http://www.email.it/f Sponsor: Last Minute a Riccione. Scopri le offerte su vacanzedivertenti.it Buona Vacanza! Clicca qui: http://adv.email.it/cgi-bin/foclick.cgi?mid=8238&d=20080905 From trentt at ssi-invest.com Fri Sep 5 15:41:05 2008 From: trentt at ssi-invest.com (Trenton Taylor) Date: Fri, 5 Sep 2008 12:41:05 -0700 Subject: [rt-users] schema.mysql-4.0-4.1.pl - uninitialized value output In-Reply-To: <4dc5c02949aab8dac41df5334dda9038@82.91.10.178> Message-ID: <98EF3B16688AEE49A98773C21BD229021E9530@ssimsmx00.ssi.local> When following the UPGRADING.mysql doc, I get this error: [root at ssilxapp01 rt-3.8.1]# perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 root ****** > 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. The file sql.queries has data in it ... I don't really have anything to compare it to so I'm not sure if I should proceed or not. I had previously upgraded from RT 3.6.6 to 3.8.0 and then finally 3.8.1. I ran the upgrade (/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade) inbetween each of those but missed the UPGRADING.mysql doc. I'm trying to go back and do this schema upgrade now. 1. Does anyone know what (or if I need to) I can do about the uninitialized value error? 2. Once that is resolved, what is the best way to get my database back on track and upgraded properly? DB: mysql-server.i386 4.1.20-3.RHEL4.1.el4_6 CENTOS 4.6 Thanks in advance, Trent Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. From jpierce at cambridgeenergyalliance.org Fri Sep 5 17:00:47 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 5 Sep 2008 17:00:47 -0400 Subject: [rt-users] Plugins question Message-ID: Is it normal that one should have to add plugin locations to @INC for scripts that don't use them? I'm using RTx::Calendar (added to @Plugins in RT_SiteConfig.pm) and also http://wiki.bestpractical.com/view/rtReminderMails (with a few patches below) To get the latter to work I have to do use lib qw'/opt/rt3/lib /opt/rt3/local/plugins/RTx-Calendar/lib/'; which seems rather gauche. Patch 1: Report old reminders too Patch 2: Reorder to show oldest (and presumably most important) first Patch 3: English error Patch 4: Access configuration variables in 3.8 style so that the script works --- /tmp/a 2008-09-05 16:50:40.000000000 -0400 +++ /tmp/b 2008-09-05 16:51:06.000000000 -0400 @@ -1,6 +1,8 @@ # Calculate date boundaries. my($dy,$dm,$dd) = Today(); -my $d_now = sprintf('%04d-%02d-%02d 00:00:00', $dy, $dm, $dd); +#XXX Fetch overdue instead +my $d_now = sprintf('%04d-%02d-%02d 00:00:00', 2008, 8, 14); +#my $d_now = sprintf('%04d-%02d-%02d 00:00:00', $dy, $dm, $dd); my $d_then = sprintf('%04d-%02d-%02d 23:59:59', Add_Delta_Days($dy, $dm, $dd, $CONFIG_DUE_DAYS)); # Fetch list of matching tickets. @@ -9,8 +11,8 @@ 'Type = "reminder" AND '. '(Status = "new" OR Status = "open") AND '. 'Due >= "'.$d_now.'" AND '. - 'Due <= "'.$d_then.'"'); -$reminders->OrderBy(FIELD => 'Due', ORDER => 'DESC'); + 'Due <= "'.$d_then.'"'); +$reminders->OrderBy(FIELD => 'Due', ORDER => 'ASC'); # Format result and group by e-mail address. my %rcpts = (); @@ -19,7 +21,7 @@ # Can this ever happen? if ( ! $reminder->RefersTo->First) { - $out .= "ERROR: \$reminder->RefersTo->First ist leer:\n".Dumper($reminder)."\n\n"; + $out .= "ERROR: \$reminder->RefersTo->First is empty:\n".Dumper($reminder)."\n\n"; next; } my $ticket = $reminder->RefersTo->First->TargetObj; @@ -53,7 +55,7 @@ "\n". $rcpts{$rcpt}; # FIXME: Is there no proper RT library for this? - open(MAIL, "| $RT::SendmailPath $RT::SendmailBounceArguments $RT::SendmailArguments") or die("open sendmail: $!"); + open(MAIL, '|'. RT->Config->Get('SendmailPath') .' '. RT->Config->Get('SendmailBounceArguments') .' '. RT->Config->Get('SendmailArguments')) or die("open sendmail: $!"); print(MAIL $mail) or die("print sendmail: $!"); close(MAIL) or die("close sendmail: $!"); } -- Cambridge Energy Alliance: Save money & the planet From np121 at hotmail.com Fri Sep 5 17:46:32 2008 From: np121 at hotmail.com (Nick Price) Date: Fri, 5 Sep 2008 21:46:32 +0000 Subject: [rt-users] rt 3.8.1 tickets Message-ID: hello with rt 3.8.1 if i go to search builder under tickets and click on the callendar it can't find it also if i try to build a query i get "the the page could not be displayed any ideas please _________________________________________________________________ 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 ocraig at stillsecure.com Fri Sep 5 21:46:56 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Fri, 05 Sep 2008 19:46:56 -0600 Subject: [rt-users] $self->SUPER::SetPassword() returns "0, Nonexistant field?" in User_Overlay.pm Message-ID: <1220665616.25217.1603.camel@ook.latis.com> (rt 3.8.1rc5) I've got some custom functionality in a User_Local.pm file, trying to call the SetPassword method from lib/RT/User_Overlay.pm. This method always returns ("0", "Nonexistant field?") when trying to get results from a call to the method it's overriding; the call is around line 893 in User_Overlay.pm, in this block: my $new = !$self->HasPassword; $password = $self->_GeneratePassword($password); my ( $val, $msg ) = $self->SUPER::SetPassword($password); if ($val) { return ( 1, $self->loc("Password set") ) if $new; return ( 1, $self->loc("Password changed") ); } else { return ( $val, $msg ); } @ISA at this point only contains RT::Record, which doesn't have an explicit SetPassword method but is (probably not coincidentally) the only place in the RT tree where I can find the string "Nonexistant field?". Obviously Set* is defined in here, but this level of indirection is beyond my extremely limited ooperl-fu. Can someone tell me what field is nonexistant[sic] here, and why, and what I can do to fix/workaround? Thanks, Ole - /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From webmaster at acellera.com Sat Sep 6 15:42:24 2008 From: webmaster at acellera.com (web master) Date: Sat, 6 Sep 2008 21:42:24 +0200 Subject: [rt-users] login page logo css issue Message-ID: <3b29e88e0809061242r9e0a523v3baf1a528f6755b4@mail.gmail.com> Hi All I am having a problem with web login interface. I wanted to change the logo and followed instruction in another thread, i.e. in SiteConfig # $WebImagesURL points to the base URL where RT can find its images. Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # $LogoURL points to the URL of the RT logo displayed in the web UI Set($LogoURL , $WebImagesURL . "empty_star.gif"); Set($LogoLinkURL , 'http://www.mywebsite'); Set($LogoImageURL , $WebImagesURL . "empty_star.gif"); Set($LogoAltText , "myweb_site.com"); Retarted apache but I do not see the new logo. Actually looking at html sources everything seems ok as but logo displayed is still bplogo.gif? Also, I see at the end of the *html source another strange thing