From ruslan.zakirov at gmail.com  Sat Aug  1 02:19:29 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 1 Aug 2009 10:19:29 +0400
Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist
In-Reply-To: <Pine.LNX.4.64.0907311507170.16658@shell2.pilotsupplies.com>
References: <mailman.3.1248710403.8162.rt-users@lists.bestpractical.com>
	<Pine.LNX.4.64.0907271240490.4867@shell2.pilotsupplies.com>
	<Pine.LNX.4.64.0907281105560.4424@shell2.pilotsupplies.com>
	<589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com>
	<Pine.LNX.4.64.0907281237530.6787@shell2.pilotsupplies.com>
	<589c94400907281310r4d06c286h9f9d8baa7df9725b@mail.gmail.com>
	<Pine.LNX.4.64.0907291010460.5484@shell2.pilotsupplies.com>
	<589c94400907291027hff2c764o176015f002766168@mail.gmail.com>
	<Pine.LNX.4.64.0907311507170.16658@shell2.pilotsupplies.com>
Message-ID: <589c94400907312319u6aaa1f65sf59137675c6af982@mail.gmail.com>

I didn't know you have mysql 4.0, on this version there is no such
option. So your dmp is correct.

On Sat, Aug 1, 2009 at 2:13 AM, <raymond at pilotsupplies.com> wrote:
>
> Hi Ruslan,
>
> I finally got some time to export old server DB per your instruction using
> binary set -
>
> mysqldump --opt --add-drop-table --single-transaction
> --default-character-set=binary -u root -pXXXXXX -h localhost rt3 | gzip -c >
> /var/www/db_bkp/RTNEW-RT3-$date.sql.gz
>
>
> and got the following errors? How to fix?
>
> server is running mysql 4.022 on debian
>
>
> ester:/var/dba/scripts# mysqldump: Character set 'binary' is not a compiled
> character set and is not specified in the '/usr/share/mysql/charsets/Index'
> file
>
>
>
> [1]+ ?Done ? ? ? ? ? ? ? ? ? ?./backup_mysql.new
>
>
>
>
>
>
>
> On Wed, 29 Jul 2009, Ruslan Zakirov wrote:
>
>> On Wed, Jul 29, 2009 at 9:21 PM, <raymond at pilotsupplies.com> wrote:
>>>
>>> Hi,
>>>
>>> Thank you for the suggestion.
>>>
>>> I'll give that a shot. This is a migration from an old box running 3.2.2
>>> to
>>> a ?new server which is rt 3.8.4 fresh install. ?Will I need to do "make
>>> upgrade" as indicated in the 3.8.4 README file?
>>
>> Nope, you run `make install` instead of `make upgrade` as you have no
>> RT files on new server.
>>
>>> I am exporting rt 3.2.2 db on old server and importing to the new server
>>> running rt 3.8.4
>>
>> Don't forget to using --default-charset=binary, both on export and
>> import. Check exact syntax in mysql's docs. It's important or you can
>> break every binary attachment.
>>
>>>
>>>
>>> mysql -u root -p rt3 < oldrt3.2.2.db.sql
>>
>> mysql --default-charset=binary -u root -p rt3 < oldrt3.2.2.db.sql
>>>
>>>
>>>
>>> raymond
>>>
>>>
>>>
>>>
>>>
>>> On Wed, 29 Jul 2009, Ruslan Zakirov wrote:
>>>
>>>> Then you missed one step. You have to upgrade DB first from 3.2.2 to
>>>> 3.7.89 first. It's `rt-setup-database --action update ...` command
>>>> described in more details in UPGRADING.mysql and README files.
>>>>
>>>> On Tue, Jul 28, 2009 at 11:39 PM, <raymond at pilotsupplies.com> wrote:
>>>>>
>>>>> Hi Ruslan,
>>>>>
>>>>>
>>>>> My apologies. ?I was upgrading from 3.2.2
>>>>>
>>>>>
>>>>> raymond
>>>>>
>>>>>
>>>>>
>>>>> On Tue, 28 Jul 2009, Ruslan Zakirov wrote:
>>>>>
>>>>>> Why do you even need mysqlupgrade.sql if it's fresh install?
>>>>>>
>>>>>> On Tue, Jul 28, 2009 at 10:13 PM, <raymond at pilotsupplies.com> wrote:
>>>>>>>
>>>>>>> ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon
>>>>>>> processor
>>>>>>>
>>>>>>> fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5
>>>>>>>
>>>>>>> go error "Table 'rt3.ObjectCustomFields' doesn't exist"
>>>>>>>
>>>>>>> so I went and commented out the following, see below and proceed with
>>>>>>> the
>>>>>>> install with no other issues.
>>>>>>>
>>>>>>> Am wondering if there are any implications, issues or problems with
>>>>>>> this
>>>>>>> or is there a better way to fix this ?
>>>>>>>
>>>>>>>
>>>>>>> thanx!
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 <
>>>>>>> mysqlupgrade.sql
>>>>>>> Enter password:
>>>>>>> ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't
>>>>>>> exist
>>>>>>>
>>>>>>>
>>>>>>> root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql
>>>>>>>
>>>>>>> #ALTER TABLE ObjectCustomFields
>>>>>>> # ? DEFAULT CHARACTER SET utf8;
>>>>>>> #ALTER TABLE ObjectCustomFieldValues
>>>>>>> # ? DEFAULT CHARACTER SET utf8;
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> --
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Regards,
>>>>>>>
>>>>>>> Raymond Wong
>>>>>>>
>>>>>>>
>>>>>>> Personal motto: P.E.A.C.E
>>>>>>> Enjoy the present
>>>>>>> Assert your goals
>>>>>>> Champion peace
>>>>>>> Entrust others
>>>>>>> _______________________________________________
>>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>>
>>>>>>> Community help: http://wiki.bestpractical.com
>>>>>>> Commercial support: sales at bestpractical.com
>>>>>>>
>>>>>>>
>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>
>>>>> --
>>>>>
>>>>>
>>>>>
>>>>> Regards,
>>>>>
>>>>> Raymond Wong
>>>>>
>>>>>
>>>>> Personal motto: P.E.A.C.E
>>>>> Enjoy the present
>>>>> Assert your goals
>>>>> Champion peace
>>>>> Entrust others
>>>>
>>>>
>>>>
>>>>
>>>
>>> --
>>>
>>>
>>>
>>> Regards,
>>>
>>> Raymond Wong
>>>
>>>
>>> Personal motto: P.E.A.C.E
>>> Enjoy the present
>>> Assert your goals
>>> Champion peace
>>> Entrust others
>>
>>
>>
>>
>
> --
>
>
>
> Regards,
>
> Raymond Wong
>
>
> Personal motto: P.E.A.C.E
> Enjoy the present
> Assert your goals
> Champion peace
> Entrust others



-- 
Best regards, Ruslan.


From Avenger1 at atlas.sk  Sat Aug  1 03:38:04 2009
From: Avenger1 at atlas.sk (Miroslav Horvath)
Date: Sat, 1 Aug 2009 00:38:04 -0700 (PDT)
Subject: [rt-users] Attachments missing in RESOLVE email
In-Reply-To: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry>
References: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry>
Message-ID: <24766854.post@talk.nabble.com>


gyus, you've started the discussion about something else. 

I've noticed, that in the Resolve email the attachments are not sent out.
For example:

I'm working on some ticket, and found some solution for the issue, that some
.EXE patch must be applied. So I go to ticket, click on RESOLVE and put into
attachment that .EXE patch file. And will write, that issue was resolved and
the user must apply locally the patch which is attached in the resolution
email. 

But in the resolution email which user received the attachment wasn't. Is
there some workaround how to have attachment in it  ?
-- 
View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24766854.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From raymond at pilotsupplies.com  Sat Aug  1 11:55:05 2009
From: raymond at pilotsupplies.com (raymond at pilotsupplies.com)
Date: Sat, 1 Aug 2009 08:55:05 -0700 (PDT)
Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist
In-Reply-To: <589c94400907312319u6aaa1f65sf59137675c6af982@mail.gmail.com>
References: <mailman.3.1248710403.8162.rt-users@lists.bestpractical.com> 
	<Pine.LNX.4.64.0907271240490.4867@shell2.pilotsupplies.com> 
	<Pine.LNX.4.64.0907281105560.4424@shell2.pilotsupplies.com> 
	<589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> 
	<Pine.LNX.4.64.0907281237530.6787@shell2.pilotsupplies.com> 
	<589c94400907281310r4d06c286h9f9d8baa7df9725b@mail.gmail.com> 
	<Pine.LNX.4.64.0907291010460.5484@shell2.pilotsupplies.com> 
	<589c94400907291027hff2c764o176015f002766168@mail.gmail.com> 
	<Pine.LNX.4.64.0907311507170.16658@shell2.pilotsupplies.com>
	<589c94400907312319u6aaa1f65sf59137675c6af982@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0908010850480.9644@shell2.pilotsupplies.com>

Hi,

Ok. thanx!


raymond


On Sat, 1 Aug 2009, Ruslan Zakirov wrote:

> I didn't know you have mysql 4.0, on this version there is no such
> option. So your dmp is correct.
>
> On Sat, Aug 1, 2009 at 2:13 AM, <raymond at pilotsupplies.com> wrote:
>>
>> Hi Ruslan,
>>
>> I finally got some time to export old server DB per your instruction using
>> binary set -
>>
>> mysqldump --opt --add-drop-table --single-transaction
>> --default-character-set=binary -u root -pXXXXXX -h localhost rt3 | gzip -c >
>> /var/www/db_bkp/RTNEW-RT3-$date.sql.gz
>>
>>
>> and got the following errors? How to fix?
>>
>> server is running mysql 4.022 on debian
>>
>>
>> ester:/var/dba/scripts# mysqldump: Character set 'binary' is not a compiled
>> character set and is not specified in the '/usr/share/mysql/charsets/Index'
>> file
>>
>>
>>
>> [1]+ ?Done ? ? ? ? ? ? ? ? ? ?./backup_mysql.new
>>
>>
>>
>>
>>
>>
>>
>> On Wed, 29 Jul 2009, Ruslan Zakirov wrote:
>>
>>> On Wed, Jul 29, 2009 at 9:21 PM, <raymond at pilotsupplies.com> wrote:
>>>>
>>>> Hi,
>>>>
>>>> Thank you for the suggestion.
>>>>
>>>> I'll give that a shot. This is a migration from an old box running 3.2.2
>>>> to
>>>> a ?new server which is rt 3.8.4 fresh install. ?Will I need to do "make
>>>> upgrade" as indicated in the 3.8.4 README file?
>>>
>>> Nope, you run `make install` instead of `make upgrade` as you have no
>>> RT files on new server.
>>>
>>>> I am exporting rt 3.2.2 db on old server and importing to the new server
>>>> running rt 3.8.4
>>>
>>> Don't forget to using --default-charset=binary, both on export and
>>> import. Check exact syntax in mysql's docs. It's important or you can
>>> break every binary attachment.
>>>
>>>>
>>>>
>>>> mysql -u root -p rt3 < oldrt3.2.2.db.sql
>>>
>>> mysql --default-charset=binary -u root -p rt3 < oldrt3.2.2.db.sql
>>>>
>>>>
>>>>
>>>> raymond
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> On Wed, 29 Jul 2009, Ruslan Zakirov wrote:
>>>>
>>>>> Then you missed one step. You have to upgrade DB first from 3.2.2 to
>>>>> 3.7.89 first. It's `rt-setup-database --action update ...` command
>>>>> described in more details in UPGRADING.mysql and README files.
>>>>>
>>>>> On Tue, Jul 28, 2009 at 11:39 PM, <raymond at pilotsupplies.com> wrote:
>>>>>>
>>>>>> Hi Ruslan,
>>>>>>
>>>>>>
>>>>>> My apologies. ?I was upgrading from 3.2.2
>>>>>>
>>>>>>
>>>>>> raymond
>>>>>>
>>>>>>
>>>>>>
>>>>>> On Tue, 28 Jul 2009, Ruslan Zakirov wrote:
>>>>>>
>>>>>>> Why do you even need mysqlupgrade.sql if it's fresh install?
>>>>>>>
>>>>>>> On Tue, Jul 28, 2009 at 10:13 PM, <raymond at pilotsupplies.com> wrote:
>>>>>>>>
>>>>>>>> ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon
>>>>>>>> processor
>>>>>>>>
>>>>>>>> fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5
>>>>>>>>
>>>>>>>> go error "Table 'rt3.ObjectCustomFields' doesn't exist"
>>>>>>>>
>>>>>>>> so I went and commented out the following, see below and proceed with
>>>>>>>> the
>>>>>>>> install with no other issues.
>>>>>>>>
>>>>>>>> Am wondering if there are any implications, issues or problems with
>>>>>>>> this
>>>>>>>> or is there a better way to fix this ?
>>>>>>>>
>>>>>>>>
>>>>>>>> thanx!
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 <
>>>>>>>> mysqlupgrade.sql
>>>>>>>> Enter password:
>>>>>>>> ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't
>>>>>>>> exist
>>>>>>>>
>>>>>>>>
>>>>>>>> root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql
>>>>>>>>
>>>>>>>> #ALTER TABLE ObjectCustomFields
>>>>>>>> # ? DEFAULT CHARACTER SET utf8;
>>>>>>>> #ALTER TABLE ObjectCustomFieldValues
>>>>>>>> # ? DEFAULT CHARACTER SET utf8;
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> --
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> Regards,
>>>>>>>>
>>>>>>>> Raymond Wong
>>>>>>>>
>>>>>>>>
>>>>>>>> Personal motto: P.E.A.C.E
>>>>>>>> Enjoy the present
>>>>>>>> Assert your goals
>>>>>>>> Champion peace
>>>>>>>> Entrust others
>>>>>>>> _______________________________________________
>>>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>>>
>>>>>>>> Community help: http://wiki.bestpractical.com
>>>>>>>> Commercial support: sales at bestpractical.com
>>>>>>>>
>>>>>>>>
>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>
>>>>>> --
>>>>>>
>>>>>>
>>>>>>
>>>>>> Regards,
>>>>>>
>>>>>> Raymond Wong
>>>>>>
>>>>>>
>>>>>> Personal motto: P.E.A.C.E
>>>>>> Enjoy the present
>>>>>> Assert your goals
>>>>>> Champion peace
>>>>>> Entrust others
>>>>>
>>>>>
>>>>>
>>>>>
>>>>
>>>> --
>>>>
>>>>
>>>>
>>>> Regards,
>>>>
>>>> Raymond Wong
>>>>
>>>>
>>>> Personal motto: P.E.A.C.E
>>>> Enjoy the present
>>>> Assert your goals
>>>> Champion peace
>>>> Entrust others
>>>
>>>
>>>
>>>
>>
>> --
>>
>>
>>
>> Regards,
>>
>> Raymond Wong
>>
>>
>> Personal motto: P.E.A.C.E
>> Enjoy the present
>> Assert your goals
>> Champion peace
>> Entrust others
>
>
>
>

-- 



Regards,

Raymond Wong


Personal motto: P.E.A.C.E
Enjoy the present
Assert your goals
Champion peace
Entrust others

From akrall at intruder.com.mx  Sun Aug  2 03:18:11 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Sun, 02 Aug 2009 02:18:11 -0500
Subject: [rt-users] Just finished installing now what
Message-ID: <C69AA7E3.64771%akrall@intruder.com.mx>

I just downloaded and installed RT and I got it working but I dont know how
to start configuring it.. Besides what the web interface has about users and
queues... It seems it needs to know more about email and for example, my
domain.. The user web page still shows example.com .... I read the wiki and
found some interesting articles but seems information is scattered.

Is there a quick start guide that can help you configure RT to get you up
and running faster and a step by step guide on which files to change and
configure?

Thank You!



From stroke_of_death at yahoo.com  Sun Aug  2 05:09:39 2009
From: stroke_of_death at yahoo.com (Sean)
Date: Sun, 2 Aug 2009 02:09:39 -0700 (PDT)
Subject: [rt-users] RT feature request
Message-ID: <581431.98780.qm@web58702.mail.re1.yahoo.com>

Hi,

Not sure what/where the appropriate place is for an RFE, just thought I'd suggest it while im thinking of it.

I'd like to suggest a way to implement a .. for lack of better terminology, a "ticket flow" so - for example - User X wants to order a server. This goes through several different people/queues, it would go to the purchasing queue first, then the facilities queue, than the appropriate OS groups build queue. Right now, this can be done with
a manual parent/child method (i.e. user X request is the parent, and a child is created for each subtask) or the ticket is moved from queue-to-queue/group to group. It has been asked if, instead of a manual process, a "flow" could be modeled whereby a build ticket would be created, and when that ticket was closed, a new one (or child or however this would want to be done) automatically created in the next step until resolution.
This would take a lot of the manual-ness out of the process.

Along with this comes the possibility of ticket types - incident vs. problem vs. build vs. quote request etc etc etc.. Whats nice about this
is that you can have a ticket of a "build" type go into the facilities queue, and that ticket, since it is a build type, could have a bunch of required custom fields that facilities would need to fill out (coincidentily, ticket types could be linked to the flow suggestion above - meaning a build type ticket would automatically go into the "build" flow) - and at the same time, a ticket for someone needing a machine physically power cycled could submit a trouble ticket to the facilities queue - and that ticket, since it's not a build type ticket but a trouble ticket, would have none of the custom fields that the build type had.

So, my RFE is for a flow modelling ability along with a ticket type attribute that triggers various custom fields and links with flow types.

Im sure like I said in the first suggestion, these sorts of things
can be manually done, and certain things may have been suggested in various forms in the past, so I apologize if this is redundant, mainly, I just want to automate a lot of what is done manually today, and offer
uses a lot of "bang for their buck" so to speak with this change, offering a lot of flexibility to an already great tool.

Apologize also if this was the wrong place to suggest this to.

Thanks,
Sean


      



From ktm at rice.edu  Sun Aug  2 11:31:35 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Sun, 2 Aug 2009 10:31:35 -0500
Subject: [rt-users] RT feature request
In-Reply-To: <581431.98780.qm@web58702.mail.re1.yahoo.com>
References: <581431.98780.qm@web58702.mail.re1.yahoo.com>
Message-ID: <20090802153135.GA4283@it.is.rice.edu>

On Sun, Aug 02, 2009 at 02:09:39AM -0700, Sean wrote:
> Hi,
> 
> Not sure what/where the appropriate place is for an RFE, just thought I'd suggest it while im thinking of it.
> 
> I'd like to suggest a way to implement a .. for lack of better terminology, a "ticket flow" so - for example - User X wants to order a server. This goes through several different people/queues, it would go to the purchasing queue first, then the facilities queue, than the appropriate OS groups build queue. Right now, this can be done with
> a manual parent/child method (i.e. user X request is the parent, and a child is created for each subtask) or the ticket is moved from queue-to-queue/group to group. It has been asked if, instead of a manual process, a "flow" could be modeled whereby a build ticket would be created, and when that ticket was closed, a new one (or child or however this would want to be done) automatically created in the next step until resolution.
> This would take a lot of the manual-ness out of the process.
> 
> Along with this comes the possibility of ticket types - incident vs. problem vs. build vs. quote request etc etc etc.. Whats nice about this
> is that you can have a ticket of a "build" type go into the facilities queue, and that ticket, since it is a build type, could have a bunch of required custom fields that facilities would need to fill out (coincidentily, ticket types could be linked to the flow suggestion above - meaning a build type ticket would automatically go into the "build" flow) - and at the same time, a ticket for someone needing a machine physically power cycled could submit a trouble ticket to the facilities queue - and that ticket, since it's not a build type ticket but a trouble ticket, would have none of the custom fields that the build type had.
> 
> So, my RFE is for a flow modelling ability along with a ticket type attribute that triggers various custom fields and links with flow types.
> 
> Im sure like I said in the first suggestion, these sorts of things
> can be manually done, and certain things may have been suggested in various forms in the past, so I apologize if this is redundant, mainly, I just want to automate a lot of what is done manually today, and offer
> uses a lot of "bang for their buck" so to speak with this change, offering a lot of flexibility to an already great tool.
> 
> Apologize also if this was the wrong place to suggest this to.
> 
> Thanks,
> Sean
> 

Sean,

You may want to look at the RT-workflows module. I am not certain of the exact
spelling but you can find it discussed in the archives. It allows you to set up
these types of workflows.

Cheers,
Ken
> 
>       
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 eric.coleman at re-questinc.com  Sun Aug  2 12:00:01 2009
From: eric.coleman at re-questinc.com (Eric Coleman)
Date: Sun,  2 Aug 2009 11:00:01 -0500
Subject: [rt-users] automated response
Message-ID: <10908021100.AA58112@re-questinc.com>

I will be out of the office starting Sunday August 2nd and will return on Monday August 10th. If you need immediate assistance, please email support at re-questinc.com or contact Ron Zapar at (224) 623-3786. I will be checking email periodically and will respond as soon as I can.

Thank you,

Eric


From zodal at centrum.cz  Sun Aug  2 14:56:01 2009
From: zodal at centrum.cz (Zodal)
Date: Sun, 2 Aug 2009 11:56:01 -0700 (PDT)
Subject: [rt-users]  Broken attachements
Message-ID: <24780871.post@talk.nabble.com>


Hello,

I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some
attachements and give somebody to Cc, the attachements are broken when they
are received.

Does anybody have the same issue?

Thanks,

Z.
-- 
View this message in context: http://www.nabble.com/Broken-attachements-tp24780871p24780871.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From torsten.brumm at googlemail.com  Sun Aug  2 16:19:58 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sun, 2 Aug 2009 22:19:58 +0200
Subject: [rt-users] Broken attachements
In-Reply-To: <24780871.post@talk.nabble.com>
References: <24780871.post@talk.nabble.com>
Message-ID: <bdbd084b0908021319n5039365j7be3e8553833a707@mail.gmail.com>

Hi Zodal,some more information would be helpful..

Torsten

2009/8/2 Zodal <zodal at centrum.cz>

>
> Hello,
>
> I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some
> attachements and give somebody to Cc, the attachements are broken when they
> are received.
>
> Does anybody have the same issue?
>
> Thanks,
>
> Z.
> --
> View this message in context:
> http://www.nabble.com/Broken-attachements-tp24780871p24780871.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
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From jpierce at cambridgeenergyalliance.org  Sun Aug  2 19:00:25 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Sun, 2 Aug 2009 19:00:25 -0400
Subject: [rt-users] RTx::Tags 0.2 Re: Trouble adding RTx-Tags-0.14 to RT
	3.8.1
Message-ID: <be7163f0908021600q280457celb6c4a745d3ad0320@mail.gmail.com>

> I used Adam Tingle's workaround
> (http://lists.bestpractical.com/pipermail/rt-users/2009-January/056645.html)

I've added this URL to the pod of RTx::Tags 0.20, and also
changed the cloud to link to Tags (the recommended field name)
by default, so that it works with Postgres out of the box. It was
originally .tags to make it clear for users (of certain DBs) that
they need not type the awkward/unnecessary caps when simple
searching.

Also new in .20, and much more exciting, is autocompletion!
Simply upgrade your module, and change your field to the
corresponding autocomplete if you want access to this feature.
Please note that the module only autocompletes once three
characters have been entered. I waffled about making this a
custom option, but jumped the gun and released without it ;-)
If it's enough of an issue for people, I can make it an option.

Cheers!

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From zodal at centrum.cz  Mon Aug  3 03:36:37 2009
From: zodal at centrum.cz (Zodal)
Date: Mon, 3 Aug 2009 00:36:37 -0700 (PDT)
Subject: [rt-users] Broken attachements
In-Reply-To: <bdbd084b0908021319n5039365j7be3e8553833a707@mail.gmail.com>
References: <24780871.post@talk.nabble.com>
	<bdbd084b0908021319n5039365j7be3e8553833a707@mail.gmail.com>
Message-ID: <24786552.post@talk.nabble.com>



Hi,

it is not certain what is actually causing the problem, because it is not
the size of attachements, it is not the type of attachements, it is not the
rights. Attachements are stored OK in the system, if I try to open them in
RT it is OK, when I try to forward the message to the same email address, it
is OK. 

I am using RT 3.8.4, ssmtp, MySQL 5.0.51a, Debian 5.0.2, Apache 2.2.9

What other info is needed?

Thanks,

Z.


Torsten Brumm-3 wrote:
> 
> Hi Zodal,some more information would be helpful..
> 
> Torsten
> 
> 2009/8/2 Zodal <zodal at centrum.cz>
> 
>>
>> Hello,
>>
>> I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add
>> some
>> attachements and give somebody to Cc, the attachements are broken when
>> they
>> are received.
>>
>> Does anybody have the same issue?
>>
>> Thanks,
>>
>> Z.
>> --
>> View this message in context:
>> http://www.nabble.com/Broken-attachements-tp24780871p24780871.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
>>
> 
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.brumm.me
> http://www.elektrofeld.de
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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/Broken-attachements-tp24780871p24786552.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From Agnislav.Onufrijchuk at portaone.com  Mon Aug  3 03:40:04 2009
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Mon, 03 Aug 2009 10:40:04 +0300
Subject: [rt-users] Broken attachements
In-Reply-To: <24780871.post@talk.nabble.com>
References: <24780871.post@talk.nabble.com>
Message-ID: <4A769454.4050108@portaone.com>

Zodal wrote:
> 
> I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some
> attachements and give somebody to Cc, the attachements are broken when they
> are received.
> 
Attachments are being broken in DB or in sent e-mail?

-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   Meet us at ITEXPO West 2009
   September 2-3, Booth 427
   Los Angeles Convention Center


From torsten.brumm at googlemail.com  Mon Aug  3 03:47:34 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 3 Aug 2009 09:47:34 +0200
Subject: [rt-users] Broken attachements
In-Reply-To: <24786552.post@talk.nabble.com>
References: <24780871.post@talk.nabble.com>
	<bdbd084b0908021319n5039365j7be3e8553833a707@mail.gmail.com>
	<24786552.post@talk.nabble.com>
Message-ID: <bdbd084b0908030047g7e7c0c37qec1477bf97dd502d@mail.gmail.com>

Hi Zodal,
what exactly means broken for you? Wriong Name? Wrong Content, no Content?

Torsten

2009/8/3 Zodal <zodal at centrum.cz>

>
>
> Hi,
>
> it is not certain what is actually causing the problem, because it is not
> the size of attachements, it is not the type of attachements, it is not the
> rights. Attachements are stored OK in the system, if I try to open them in
> RT it is OK, when I try to forward the message to the same email address,
> it
> is OK.
>
> I am using RT 3.8.4, ssmtp, MySQL 5.0.51a, Debian 5.0.2, Apache 2.2.9
>
> What other info is needed?
>
> Thanks,
>
> Z.
>
>
> Torsten Brumm-3 wrote:
> >
> > Hi Zodal,some more information would be helpful..
> >
> > Torsten
> >
> > 2009/8/2 Zodal <zodal at centrum.cz>
> >
> >>
> >> Hello,
> >>
> >> I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add
> >> some
> >> attachements and give somebody to Cc, the attachements are broken when
> >> they
> >> are received.
> >>
> >> Does anybody have the same issue?
> >>
> >> Thanks,
> >>
> >> Z.
> >> --
> >> View this message in context:
> >> http://www.nabble.com/Broken-attachements-tp24780871p24780871.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
> >>
> >
> >
> >
> > --
> > MFG
> >
> > Torsten Brumm
> >
> > http://www.brumm.me
> > http://www.elektrofeld.de
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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/Broken-attachements-tp24780871p24786552.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
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From akrall at intruder.com.mx  Mon Aug  3 05:29:16 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 04:29:16 -0500
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <bdbd084b0908030047g7e7c0c37qec1477bf97dd502d@mail.gmail.com>
Message-ID: <C69C181C.64979%akrall@intruder.com.mx>

I wanted to kas of this is just my setup or is it normal... When a requestor
senda a reply to a correspond, his reply is entered in the ticket (ok) and
the admincc and owner get a copy of it (as per scrips) but the weird thing
is that the requestor also gets a copy of his own reply.....  Is this
normal?

I have a scrip that says send a copy of corresponds to the admincc, owner
and requester, without it, the requester never gets anything.

What am I doing wrong?



From fweimer at bfk.de  Mon Aug  3 05:39:26 2009
From: fweimer at bfk.de (Florian Weimer)
Date: Mon, 03 Aug 2009 09:39:26 +0000
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C181C.64979%akrall@intruder.com.mx> (Anton Krall's message of
	"Mon\, 03 Aug 2009 04\:29\:16 -0500")
References: <C69C181C.64979%akrall@intruder.com.mx>
Message-ID: <82tz0pqlrl.fsf@mid.bfk.de>

* Anton Krall:

> I wanted to kas of this is just my setup or is it normal... When a
> requestor senda a reply to a correspond, his reply is entered in the
> ticket (ok) and the admincc and owner get a copy of it (as per
> scrips) but the weird thing is that the requestor also gets a copy
> of his own reply.....  Is this normal?

This is normal.  If you want to change it, there is a contributed
condition called AnyTransactionSource which you can use to make your
scrip conditional on the rights of the transaction creator.
Typically, you only want to send out mail when the transaction creator
has ModifyTicket rights on the ticket.

The AnyTransactionSource condition should work with current RT,
perhaps with minor changes.

-- 
Florian Weimer                <fweimer at bfk.de>
BFK edv-consulting GmbH       http://www.bfk.de/
Kriegsstra?e 100              tel: +49-721-96201-1
D-76133 Karlsruhe             fax: +49-721-96201-99


From akrall at intruder.com.mx  Mon Aug  3 06:29:50 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 05:29:50 -0500
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <82tz0pqlrl.fsf@mid.bfk.de>
Message-ID: <C69C264E.64990%akrall@intruder.com.mx>

But doesnt the requester need to have modifyticket rights in order to append
responds to a ticket via mail?

That was one of my problems regarding rights... I wasnt sure which rights
the requester has to have in order to reopen a ticket... I know he has to
have createticket rights to create one ... But after that... Dont know

Also global rights, group right and personal rights... I made a group X who
has some members... I was struggling with which rifhts the members would
need to have in order to add, etc, saved searches, dashboards, etc... Do I
need to change their global rights, groups ones or personal ones... :)

Quite configurable :)


> From: Florian Weimer <fweimer at bfk.de>
> Date: Mon, 03 Aug 2009 09:39:26 +0000
> To: Anton Krall <akrall at intruder.com.mx>
> Cc: <rt-users at lists.bestpractical.com>
> Subject: SUSPECTED: Re: [rt-users] Requestor getting his own mails
> 
> * Anton Krall:
> 
>> I wanted to kas of this is just my setup or is it normal... When a
>> requestor senda a reply to a correspond, his reply is entered in the
>> ticket (ok) and the admincc and owner get a copy of it (as per
>> scrips) but the weird thing is that the requestor also gets a copy
>> of his own reply.....  Is this normal?
> 
> This is normal.  If you want to change it, there is a contributed
> condition called AnyTransactionSource which you can use to make your
> scrip conditional on the rights of the transaction creator.
> Typically, you only want to send out mail when the transaction creator
> has ModifyTicket rights on the ticket.
> 
> The AnyTransactionSource condition should work with current RT,
> perhaps with minor changes.
> 
> -- 
> Florian Weimer                <fweimer at bfk.de>
> BFK edv-consulting GmbH       http://www.bfk.de/
> Kriegsstra?e 100              tel: +49-721-96201-1
> D-76133 Karlsruhe             fax: +49-721-96201-99



From fweimer at bfk.de  Mon Aug  3 06:41:26 2009
From: fweimer at bfk.de (Florian Weimer)
Date: Mon, 03 Aug 2009 10:41:26 +0000
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C264E.64990%akrall@intruder.com.mx> (Anton Krall's message of
	"Mon\, 03 Aug 2009 05\:29\:50 -0500")
References: <C69C264E.64990%akrall@intruder.com.mx>
Message-ID: <82d47dqiw9.fsf@mid.bfk.de>

* Anton Krall:

> But doesnt the requester need to have modifyticket rights in order to append
> responds to a ticket via mail?

No, there are separate rights for that.

-- 
Florian Weimer                <fweimer at bfk.de>
BFK edv-consulting GmbH       http://www.bfk.de/
Kriegsstra?e 100              tel: +49-721-96201-1
D-76133 Karlsruhe             fax: +49-721-96201-99


From akrall at intruder.com.mx  Mon Aug  3 07:38:45 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 06:38:45 -0500
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <82d47dqiw9.fsf@mid.bfk.de>
Message-ID: <C69C3675.649A9%akrall@intruder.com.mx>

Which one should I use in order to let a requester append comments via email
to his ticket?


> From: Florian Weimer <fweimer at bfk.de>
> Date: Mon, 03 Aug 2009 10:41:26 +0000
> To: Anton Krall <akrall at intruder.com.mx>
> Cc: <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Requestor getting his own mails
> 
> * Anton Krall:
> 
>> But doesnt the requester need to have modifyticket rights in order to append
>> responds to a ticket via mail?
> 
> No, there are separate rights for that.
> 
> -- 
> Florian Weimer                <fweimer at bfk.de>
> BFK edv-consulting GmbH       http://www.bfk.de/
> Kriegsstra?e 100              tel: +49-721-96201-1
> D-76133 Karlsruhe             fax: +49-721-96201-99



From fweimer at bfk.de  Mon Aug  3 07:45:25 2009
From: fweimer at bfk.de (Florian Weimer)
Date: Mon, 03 Aug 2009 11:45:25 +0000
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C3675.649A9%akrall@intruder.com.mx> (Anton Krall's message of
	"Mon\, 03 Aug 2009 06\:38\:45 -0500")
References: <C69C3675.649A9%akrall@intruder.com.mx>
Message-ID: <824ospqfxm.fsf@mid.bfk.de>

* Anton Krall:

> Which one should I use in order to let a requester append comments via email
> to his ticket?

CommentOnTicket (and presumably ReplyToTicket, too).

-- 
Florian Weimer                <fweimer at bfk.de>
BFK edv-consulting GmbH       http://www.bfk.de/
Kriegsstra?e 100              tel: +49-721-96201-1
D-76133 Karlsruhe             fax: +49-721-96201-99


From barnesaw at ucrwcu.rwc.uc.edu  Mon Aug  3 08:01:43 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 03 Aug 2009 08:01:43 -0400
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C181C.64979%akrall@intruder.com.mx>
Message-ID: <C69C49E7.452A%barnesaw@ucrwcu.rwc.uc.edu>




On 8/3/09 5:29 AM, "Anton Krall" <akrall at intruder.com.mx> wrote:

> I have a scrip that says send a copy of corresponds to the admincc, owner
> and requester, without it, the requester never gets anything.

Well, that explains why he is getting the copy.  You told RT to send it to
him.  If you do not wish the requestor to receive copies, do not tell RT to
notify him.




From jwinder at logicalsi.com  Mon Aug  3 08:31:19 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Mon, 03 Aug 2009 08:31:19 -0400
Subject: [rt-users] Just finished installing now what
In-Reply-To: <C69AA7E3.64771%akrall@intruder.com.mx>
References: <C69AA7E3.64771%akrall@intruder.com.mx>
Message-ID: <1249302679.32573.46.camel@jwinder-workstation>

On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote:
> I just downloaded and installed RT and I got it working but I dont know how
> to start configuring it.. Besides what the web interface has about users and
> queues... It seems it needs to know more about email and for example, my
> domain.. The user web page still shows example.com .... I read the wiki and
> found some interesting articles but seems information is scattered.
> 
> Is there a quick start guide that can help you configure RT to get you up
> and running faster and a step by step guide on which files to change and
> configure?
> 
> Thank You!

You can skip a lot of this. But the section it should like you are
missing in the RT_SiteConfig.pm:

http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html

Here is a series of articles that cover how to install and setup RT "the
hard way" but still has some good information.

http://www.sun.com/bigadmin/features/articles/req_track_1.html

Beyond that, google...lots of google.

Hope this helps,

Jeremy



From akrall at intruder.com.mx  Mon Aug  3 08:30:51 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 07:30:51 -0500
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <824ospqfxm.fsf@mid.bfk.de>
Message-ID: <C69C42AB.649C0%akrall@intruder.com.mx>

And that would go in group Everyone right?


> From: Florian Weimer <fweimer at bfk.de>
> Date: Mon, 03 Aug 2009 11:45:25 +0000
> To: Anton Krall <akrall at intruder.com.mx>
> Cc: <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Requestor getting his own mails
> 
> * Anton Krall:
> 
>> Which one should I use in order to let a requester append comments via email
>> to his ticket?
> 
> CommentOnTicket (and presumably ReplyToTicket, too).
> 
> -- 
> Florian Weimer                <fweimer at bfk.de>
> BFK edv-consulting GmbH       http://www.bfk.de/
> Kriegsstra?e 100              tel: +49-721-96201-1
> D-76133 Karlsruhe             fax: +49-721-96201-99



From barnesaw at ucrwcu.rwc.uc.edu  Mon Aug  3 08:42:53 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 03 Aug 2009 08:42:53 -0400
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C42AB.649C0%akrall@intruder.com.mx>
Message-ID: <C69C538D.452F%barnesaw@ucrwcu.rwc.uc.edu>




On 8/3/09 8:30 AM, "Anton Krall" <akrall at intruder.com.mx> wrote:

> And that would go in group Everyone right?
> 
> 

That can go to Everyone, but I would be more likely to use Requestor.

>> 
>> CommentOnTicket (and presumably ReplyToTicket, too).
>> 
>> -- 
>> Florian Weimer                <fweimer at bfk.de>
>> BFK edv-consulting GmbH       http://www.bfk.de/
>> Kriegsstra?e 100              tel: +49-721-96201-1
>> D-76133 Karlsruhe             fax: +49-721-96201-99
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 fweimer at bfk.de  Mon Aug  3 08:51:34 2009
From: fweimer at bfk.de (Florian Weimer)
Date: Mon, 03 Aug 2009 12:51:34 +0000
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C538D.452F%barnesaw@ucrwcu.rwc.uc.edu> (Drew Barnes's message
	of "Mon\, 03 Aug 2009 08\:42\:53 -0400")
References: <C69C538D.452F%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <82skg9oyax.fsf@mid.bfk.de>

* Drew Barnes:

> On 8/3/09 8:30 AM, "Anton Krall" <akrall at intruder.com.mx> wrote:
>
>> And that would go in group Everyone right?
>> 
>> 
>
> That can go to Everyone, but I would be more likely to use Requestor.

But this will lead to errors when the requestor changes email
addresses in the middle of a ticket.

-- 
Florian Weimer                <fweimer at bfk.de>
BFK edv-consulting GmbH       http://www.bfk.de/
Kriegsstra?e 100              tel: +49-721-96201-1
D-76133 Karlsruhe             fax: +49-721-96201-99


From zodal at centrum.cz  Mon Aug  3 08:53:07 2009
From: zodal at centrum.cz (Zodal)
Date: Mon, 3 Aug 2009 05:53:07 -0700 (PDT)
Subject: [rt-users] Broken attachements
In-Reply-To: <bdbd084b0908030047g7e7c0c37qec1477bf97dd502d@mail.gmail.com>
References: <24780871.post@talk.nabble.com>
	<bdbd084b0908021319n5039365j7be3e8553833a707@mail.gmail.com>
	<24786552.post@talk.nabble.com>
	<bdbd084b0908030047g7e7c0c37qec1477bf97dd502d@mail.gmail.com>
Message-ID: <24790286.post@talk.nabble.com>



Hi,

the content is broken and cannot be opened (for example PDF says that file
is damaged), sometimes the size of the file is the same, sometimes it is
smaller. This only happens if i give the Cc when creating ticket. The
content is OK in database and can be accessed via RT.

Thanks,

Z.



Hi Zodal,
what exactly means broken for you? Wriong Name? Wrong Content, no Content?

Torsten

2009/8/3 Zodal <zodal at centrum.cz>


-- 
View this message in context: http://www.nabble.com/Broken-attachements-tp24780871p24790286.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From akrall at intruder.com.mx  Mon Aug  3 09:33:53 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 08:33:53 -0500
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C49E7.452A%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <C69C5171.649EF%akrall@intruder.com.mx>

What I meant was that I have a scrip that send notifications for admincc,
another for requesters... But if I desibale the ones for requesters, they
dont get any respond at all.. Even the ones admincc or owners are supposed
to send to them.... Disabled that scrip cripples all communication with
requesters... So thats what puzzled me... Is it either all or nothing? I
mean... If enabled... Owners can send responds to requesters but when a
requesters answers that email.. They (the requesters) get a copy of their on
answer on their email a few seconds later... Thats weird... They are the
ones that wrote it.. Why should they get a copy :)


> From: Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>
> Date: Mon, 03 Aug 2009 08:01:43 -0400
> To: Anton Krall <akrall at intruder.com.mx>, <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Requestor getting his own mails
> 
> 
> 
> 
> On 8/3/09 5:29 AM, "Anton Krall" <akrall at intruder.com.mx> wrote:
> 
>> I have a scrip that says send a copy of corresponds to the admincc, owner
>> and requester, without it, the requester never gets anything.
> 
> Well, that explains why he is getting the copy.  You told RT to send it to
> him.  If you do not wish the requestor to receive copies, do not tell RT to
> notify him.
> 
> 



From akrall at intruder.com.mx  Mon Aug  3 09:36:18 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 08:36:18 -0500
Subject: [rt-users] Just finished installing now what
In-Reply-To: <1249302679.32573.46.camel@jwinder-workstation>
Message-ID: <C69C5202.649F2%akrall@intruder.com.mx>

Nice pointers.. Thx Jeremy.. I figured out a lot of these myself the hard
way... But seems Im still missing a few things that I found on your url...
Thx!


> From: Jeremy Winder <jwinder at logicalsi.com>
> Organization: Logical Solutions, Inc.
> Date: Mon, 03 Aug 2009 08:31:19 -0400
> To: Anton Krall <akrall at intruder.com.mx>
> Cc: <RT-Users at lists.bestpractical.com>
> Subject: Re: [rt-users] Just finished installing now what
> 
> On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote:
>> I just downloaded and installed RT and I got it working but I dont know how
>> to start configuring it.. Besides what the web interface has about users and
>> queues... It seems it needs to know more about email and for example, my
>> domain.. The user web page still shows example.com .... I read the wiki and
>> found some interesting articles but seems information is scattered.
>> 
>> Is there a quick start guide that can help you configure RT to get you up
>> and running faster and a step by step guide on which files to change and
>> configure?
>> 
>> Thank You!
> 
> You can skip a lot of this. But the section it should like you are
> missing in the RT_SiteConfig.pm:
> 
> http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html
> 
> Here is a series of articles that cover how to install and setup RT "the
> hard way" but still has some good information.
> 
> http://www.sun.com/bigadmin/features/articles/req_track_1.html
> 
> Beyond that, google...lots of google.
> 
> Hope this helps,
> 
> Jeremy
> 



From akrall at intruder.com.mx  Mon Aug  3 09:36:57 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 08:36:57 -0500
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C538D.452F%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <C69C5229.649F3%akrall@intruder.com.mx>

Ah! Didnt see that one... Wow.. RT has a lot of rights available and
profiles :)


> From: Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>
> Date: Mon, 03 Aug 2009 08:42:53 -0400
> To: Anton Krall <akrall at intruder.com.mx>, Florian Weimer <fweimer at bfk.de>
> Cc: <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Requestor getting his own mails
> 
> 
> 
> 
> On 8/3/09 8:30 AM, "Anton Krall" <akrall at intruder.com.mx> wrote:
> 
>> And that would go in group Everyone right?
>> 
>> 
> 
> That can go to Everyone, but I would be more likely to use Requestor.
> 
>>> 
>>> CommentOnTicket (and presumably ReplyToTicket, too).
>>> 
>>> -- 
>>> Florian Weimer                <fweimer at bfk.de>
>>> BFK edv-consulting GmbH       http://www.bfk.de/
>>> Kriegsstra?e 100              tel: +49-721-96201-1
>>> D-76133 Karlsruhe             fax: +49-721-96201-99
>> 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 



From barnesaw at ucrwcu.rwc.uc.edu  Mon Aug  3 09:51:11 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 03 Aug 2009 09:51:11 -0400
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C5171.649EF%akrall@intruder.com.mx>
Message-ID: <C69C638F.4537%barnesaw@ucrwcu.rwc.uc.edu>




On 8/3/09 9:33 AM, "Anton Krall" <akrall at intruder.com.mx> wrote:

> What I meant was that I have a scrip that send notifications for admincc,
> another for requesters... But if I desibale the ones for requesters, they
> dont get any respond at all.. Even the ones admincc or owners are supposed
> to send to them.... Disabled that scrip cripples all communication with
> requesters... So thats what puzzled me... Is it either all or nothing? I
> mean... If enabled... Owners can send responds to requesters but when a
> requesters answers that email.. They (the requesters) get a copy of their on
> answer on their email a few seconds later... Thats weird... They are the
> ones that wrote it.. Why should they get a copy :)

$NotifyActor in RT_SiteConfig.pm then

> 
> 
>> From: Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>
>> Date: Mon, 03 Aug 2009 08:01:43 -0400
>> To: Anton Krall <akrall at intruder.com.mx>, <rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Requestor getting his own mails
>> 
>> 
>> 
>> 
>> On 8/3/09 5:29 AM, "Anton Krall" <akrall at intruder.com.mx> wrote:
>> 
>>> I have a scrip that says send a copy of corresponds to the admincc, owner
>>> and requester, without it, the requester never gets anything.
>> 
>> Well, that explains why he is getting the copy.  You told RT to send it to
>> him.  If you do not wish the requestor to receive copies, do not tell RT to
>> notify him.
>> 
>> 
> 
> 
> 
> ________________________________________________________________
> Anton Krall
> Direccion General
> 
> Intruder Consulting
> A Division of IntruderEnterprises S.A. de C.V.
> www.Intruder.com.mx
> www.IntruderStore.com.mx
>  
> Tel. 3872-2200 ext. 201
> Tel. 01-800-INTRUDER (01-800-468-7833)
> Celular: 55-1010-0604
> Email: akrall at intruder.com.mx
> 
> Disclaimer - Agosto 3, 2009
> This email and any files transmitted with it are confidential and intended
> solely for Drew Barnes,rt-users at lists.bestpractical.com. If you are not the
> named addressee you should not disseminate, distribute, copy or alter this
> email. Any views or opinions presented in this email are solely those of the
> author and might not represent those of Intruder Consulting. Warning: Although
> Intruder Consulting has taken reasonable precautions to ensure no viruses are
> present in this email, the company cannot accept responsibility for any loss
> or damage arising from the use of this email or attachments.




From akrall at intruder.com.mx  Mon Aug  3 10:10:41 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 09:10:41 -0500
Subject: [rt-users] Requestor getting his own mails
In-Reply-To: <C69C638F.4537%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <C69C5A11.64A3F%akrall@intruder.com.mx>

Thats the spot!!!!!

I had it at 1... 

Thx a lot!!! Damn I love RT.... Its so configurable...


> From: Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>
> Date: Mon, 03 Aug 2009 09:51:11 -0400
> To: Anton Krall <akrall at intruder.com.mx>, <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Requestor getting his own mails
> 
> 
> 
> 
> On 8/3/09 9:33 AM, "Anton Krall" <akrall at intruder.com.mx> wrote:
> 
>> What I meant was that I have a scrip that send notifications for admincc,
>> another for requesters... But if I desibale the ones for requesters, they
>> dont get any respond at all.. Even the ones admincc or owners are supposed
>> to send to them.... Disabled that scrip cripples all communication with
>> requesters... So thats what puzzled me... Is it either all or nothing? I
>> mean... If enabled... Owners can send responds to requesters but when a
>> requesters answers that email.. They (the requesters) get a copy of their on
>> answer on their email a few seconds later... Thats weird... They are the
>> ones that wrote it.. Why should they get a copy :)
> 
> $NotifyActor in RT_SiteConfig.pm then
> 
>> 
>> 
>>> From: Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>
>>> Date: Mon, 03 Aug 2009 08:01:43 -0400
>>> To: Anton Krall <akrall at intruder.com.mx>, <rt-users at lists.bestpractical.com>
>>> Subject: Re: [rt-users] Requestor getting his own mails
>>> 
>>> 
>>> 
>>> 
>>> On 8/3/09 5:29 AM, "Anton Krall" <akrall at intruder.com.mx> wrote:
>>> 
>>>> I have a scrip that says send a copy of corresponds to the admincc, owner
>>>> and requester, without it, the requester never gets anything.
>>> 
>>> Well, that explains why he is getting the copy.  You told RT to send it to
>>> him.  If you do not wish the requestor to receive copies, do not tell RT to
>>> notify him.
>>> 
>>> 
>> 
>> 
>> 
>> ________________________________________________________________
>> Anton Krall
>> Direccion General
>> 
>> Intruder Consulting
>> A Division of IntruderEnterprises S.A. de C.V.
>> www.Intruder.com.mx
>> www.IntruderStore.com.mx
>>  
>> Tel. 3872-2200 ext. 201
>> Tel. 01-800-INTRUDER (01-800-468-7833)
>> Celular: 55-1010-0604
>> Email: akrall at intruder.com.mx
>> 
>> Disclaimer - Agosto 3, 2009
>> This email and any files transmitted with it are confidential and intended
>> solely for Drew Barnes,rt-users at lists.bestpractical.com. If you are not the
>> named addressee you should not disseminate, distribute, copy or alter this
>> email. Any views or opinions presented in this email are solely those of the
>> author and might not represent those of Intruder Consulting. Warning:
>> Although
>> Intruder Consulting has taken reasonable precautions to ensure no viruses are
>> present in this email, the company cannot accept responsibility for any loss
>> or damage arising from the use of this email or attachments.
> 
> 



From victor.da.fonseca at fr.schindler.com  Mon Aug  3 10:12:59 2009
From: victor.da.fonseca at fr.schindler.com (victor.da.fonseca at fr.schindler.com)
Date: Mon, 3 Aug 2009 16:12:59 +0200
Subject: [rt-users] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e).
Message-ID: <OF0F15129A.E5329CE6-ONC1257607.004E17FB-C1257607.004E17FB@schindler.com>


Je serai absent(e) du  03/08/2009 au 18/08/2009.



*****************************************
Nota : Les informations contenues dans ce message sont 
exclusivement destin&eacute;es aux personnes 
nomm&eacute;es ci-dessus et peuvent contenir des 
donn&eacute;es confidentielles ou prot&eacute;g&eacute;es. 
Une erreur de transmission n'entra&icirc;ne
aucune renonciation &agrave; la confidentialit&eacute; de ces 
donn&eacute;es. Si vous n'&ecirc;tes pas le destinataire 
pr&eacute;vu de ce message, vous &ecirc;tes inform&eacute;s 
que vous ne devez pas l'utiliser, le divulguer ou le copier, sous 
quelque forme que ce soit. Si vous avez re&ccedil;u ce courrier 
&eacute;lectronique par erreur, merci de le supprimer ainsi que 
ses &eacute;ventuelles copies et d'informer 
imm&eacute;diatement l'exp&eacute;diteur.<br>
Notice : The information contained in this message is intended 
only foruse of the individual(s) named above and may contain 
confidential,proprietary or legally privileged information. No 
confidentiality or privilege is waived or lost by any 
mistransmission. If you are not the intended recipient of this 
message you are hereby notified that you must not use, 
disseminate, copy it in any form or take any action in reliance of 
it. If you have received this message in error please delete it 
and any copies of it and notify the sender immediately. 
**********************************************


From rt at ittgenshorst.de  Mon Aug  3 10:20:43 2009
From: rt at ittgenshorst.de (Andreas Ittgenshorst)
Date: Mon, 03 Aug 2009 16:20:43 +0200
Subject: [rt-users] Commands by Email
In-Reply-To: <4A688C8A.5050501@wesmo.com>
References: <4A676529.1000905@wesmo.com>
	<589c94400907221353g6918fda1x97441726d122271b@mail.gmail.com>
	<4A687A1E.3070601@wesmo.com>  <4A688C8A.5050501@wesmo.com>
Message-ID: <1249309243.2610.16.camel@schleppi.local>

To remove the commands I added a few lines
to /opt/rt3/local/lib/RT/Transaction_Overlay.pm

         # Remove quoted signature.
         $content =~ s/\n-- \n(.*?)$//s;

+        # Remove CommandByMail commands
+        my @content     = split ("\n",$content);
+        my @new_content = ();
+        foreach ( @content ) {
+            if ( ( $_ =~ /^Requestor:/ ) or
+                ( $_ =~ /^CF.{Foo}:/ ) or
+                ( $_ =~ /^CF.{WhatElse}:/ ) ) {
+                next;
+            }
+            push ( @new_content, $_);
+        }
+        $content = join("\n", at new_content);
+
         # What's the longest line like?
         my $max = 0;



- Andreas


> Another question, though.. is there a way to strip out the email
> commands from the content of the ticket as it shows up in Request
> Tracker?
> 
> -Rich




From jpierce at cambridgeenergyalliance.org  Mon Aug  3 10:29:36 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 3 Aug 2009 10:29:36 -0400
Subject: [rt-users] Can the ticket ID fields in the database be INT
	UNSIGNED?
In-Reply-To: <973bfb750906301251w335ae41fud511a94578a9e0b0@mail.gmail.com>
References: <973bfb750906301251w335ae41fud511a94578a9e0b0@mail.gmail.com>
Message-ID: <be7163f0908030729v189c2b33y3f0cc41a0a46ca04@mail.gmail.com>

A note for anyone who does this, be sure to include auto-increment e.g;

ALTER TABLE Tickets CHANGE id id INT UNSIGNED auto_increment;

On MySQL at least, it helpfully drops that "extra" bit--
but not the key!--when you ALTER, so:

ALTER TABLE Tickets CHANGE id id INT UNSIGNED;

Could lead you to a confusing place, especially if you apply
this change while adding some indices to speed things up
like:

ALTER TABLE CachedGroupMembers ADD INDEX(MemberId);
ALTER TABLE Groups ADD INDEX(Instance);
ALTER TABLE Principals ADD INDEX(PrincipalType);


From ruslan.zakirov at gmail.com  Mon Aug  3 10:41:45 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 3 Aug 2009 18:41:45 +0400
Subject: [rt-users] Broken attachements
In-Reply-To: <24780871.post@talk.nabble.com>
References: <24780871.post@talk.nabble.com>
Message-ID: <589c94400908030741w21d3be3n319bf34e4b332164@mail.gmail.com>

Hello Zodal,

Have you upgraded from earlier version? May be you forgot to read
UPGRADING.mysql.

On Sun, Aug 2, 2009 at 10:56 PM, Zodal<zodal at centrum.cz> wrote:
>
> Hello,
>
> I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some
> attachements and give somebody to Cc, the attachements are broken when they
> are received.
>
> Does anybody have the same issue?
>
> Thanks,
>
> Z.
> --
> View this message in context: http://www.nabble.com/Broken-attachements-tp24780871p24780871.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 akrall at intruder.com.mx  Mon Aug  3 11:02:40 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 10:02:40 -0500
Subject: [rt-users] Rt from command line
In-Reply-To: <C69C5A11.64A3F%akrall@intruder.com.mx>
Message-ID: <C69C6640.64AEB%akrall@intruder.com.mx>

Guys.. Im trying to use rt form the command line to create tickets. So far I
added the rtrc file and I can log into RT without problems... I can run
commands, everything looks great... But now.. Im trying to run this:

rt create -t ticket set subject='New ticket' priority=9 queue='Soporte
Tecnico' requestors=some at user.com

But the problems is here: the ticket is created but as if user root created
it, then HE gets the autoreply email and after that, RT says (in the history
page of the ticket) that root was deleted from the ticket and it was changed
to requester some at user.com

This is great except for one thing... The autoreply email was sent to user
root and not some at user.com since he got added AFTER autoreply was sent.

Any way to create thet ticket as some at user.com from the start?



From jpierce at cambridgeenergyalliance.org  Mon Aug  3 12:30:18 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 3 Aug 2009 12:30:18 -0400
Subject: [rt-users] Alter display of nulls
Message-ID: <be7163f0908030930i3366c5abk1c667b45120736da@mail.gmail.com>

Hi guys,

I have some users who don't like "blanks," and I was wondering if there
was an easy way to alter the display of null values for particular fields?

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From tjg at soe.ucsc.edu  Mon Aug  3 12:54:14 2009
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 3 Aug 2009 09:54:14 -0700 (PDT)
Subject: [rt-users] Trouble Adding Users
In-Reply-To: <1569607462.514151249318432751.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <14199078.514231249318454778.JavaMail.root@mail-01.cse.ucsc.edu>

> Your logs point squarely at RT::Authen::ExternalAuth,
> not RT. I bet you've not looked at this config option:
> 
> # If this is set to 1, then users should be autocreated by RT
> # as internal users if they fail to authenticate from an
> # external service.
> Set($AutoCreateNonExternalUsers, 0);
> 
> The default setting of 0 prevents users from being created
> if they don't exist in LDAP

Actually, I did look at that option, but the name confused me.

But yes, that did it.  Thanks a million!

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg at soe.ucsc.edu
831-459-5354


From zodal at centrum.cz  Mon Aug  3 13:07:52 2009
From: zodal at centrum.cz (Zodal)
Date: Mon, 3 Aug 2009 10:07:52 -0700 (PDT)
Subject: [rt-users] Broken attachements
In-Reply-To: <589c94400908030741w21d3be3n319bf34e4b332164@mail.gmail.com>
References: <24780871.post@talk.nabble.com>
	<589c94400908030741w21d3be3n319bf34e4b332164@mail.gmail.com>
Message-ID: <24794527.post@talk.nabble.com>



Hello,

this is good point but I was upgraded from 3.8.2, do I have to still run
scripts for schema update? Is there a possibility to check the schema if it
is correct?

Thank you,

Z.



Ruslan Zakirov wrote:
> 
> Hello Zodal,
> 
> Have you upgraded from earlier version? May be you forgot to read
> UPGRADING.mysql.
> 
> On Sun, Aug 2, 2009 at 10:56 PM, Zodal<zodal at centrum.cz> wrote:
>>
>> Hello,
>>
>> I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add
>> some
>> attachements and give somebody to Cc, the attachements are broken when
>> they
>> are received.
>>
>> Does anybody have the same issue?
>>
>> Thanks,
>>
>> Z.
>> --
>> View this message in context:
>> http://www.nabble.com/Broken-attachements-tp24780871p24780871.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.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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/Broken-attachements-tp24780871p24794527.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From johnathan.bell at baker.edu  Mon Aug  3 14:57:01 2009
From: johnathan.bell at baker.edu (Johnathan Bell)
Date: Mon, 3 Aug 2009 14:57:01 -0400
Subject: [rt-users] Adding arbitrary CC email addresses?
In-Reply-To: <20090731195732.GC12588@jibsheet.com>
References: <5A7267C2-B9BF-4FB2-9DB1-551010DDD88C@baker.edu>
	<20090731195732.GC12588@jibsheet.com>
Message-ID: <18583122-CCD2-4572-B6CD-69F95356D9BF@baker.edu>


On Jul 31, 2009, at 3:57 PM, Kevin Falcone wrote:

> On Fri, Jul 31, 2009 at 03:18:10PM -0400, Johnathan Bell wrote:
>
> RT creates a User account behind your back when you do that.
> They're an unprivileged user without a password, but RT needs the User
> account to track things internally.

That makes sense....

> Are you using RT::Authen::ExternalAuth or just normal RT auth?
> If the former, go look at the AutoCreateNonExternalUsers config
> setting (and your logs)


Yes. Set that to "1" and it works.... Just to be sure, these people  
who are "auto created" can't log in to RT? How are they keyed, by  
email address?

Thanks,
Johnathan

--
Johnathan Bell
Internet System Administrator, Baker College

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From william.graboyes at theportalgrp.com  Mon Aug  3 15:09:44 2009
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Mon, 3 Aug 2009 12:09:44 -0700
Subject: [rt-users] Restrict users from changing a ticket to an
	InactiveStatus
Message-ID: <8a5c3dac0908031209r1c946becid54a47637d133493@mail.gmail.com>

Hi List,

The subject says it all.

I have groups of users who are not to be changing the status of a ticket to
an inactive status, the question is how to do this?

Lets say I have A group called SA and a group called SD.

I want SD to be able to set tickets to an inactive state,

I want SA to be able to edit everything else in a ticket, but not change the
state to an inactive state (I would prefer them not to be shown inactive
states at all).

Thanks,
Bill G.
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From tyler at tylerhall.net  Mon Aug  3 18:56:06 2009
From: tyler at tylerhall.net (Tyler Hall)
Date: Mon, 3 Aug 2009 15:56:06 -0700
Subject: [rt-users] Addon to help manage replies?
Message-ID: <86d53a100908031556s734b00td9eaa38f7a94d9af@mail.gmail.com>

Does anyone know of an add-on to help manage replies within RT?  I'm looking
for something to "hide" the original email when someone replies to a ticket?

That way, when we view tickets it's not 50 pages long and only 20 pages of
real replies, the other 30 just "original/reply" data.

If that's not clear, this is an example:

Currently:
---

My server is still offline..

>> We have rebooted your server, please check again.

>>>> My server is offline, can you please reboot?



That I'd like to see:
---

My server is still offline...

-- Click here for the full text --
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From jpierce at cambridgeenergyalliance.org  Mon Aug  3 19:18:39 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 3 Aug 2009 19:18:39 -0400
Subject: [rt-users] Addon to help manage replies?
In-Reply-To: <86d53a100908031556s734b00td9eaa38f7a94d9af@mail.gmail.com>
References: <86d53a100908031556s734b00td9eaa38f7a94d9af@mail.gmail.com>
Message-ID: <be7163f0908031618t2ecc3d9fj7961f2a00981e6ac@mail.gmail.com>

There's been recent discussion of attempt to cope with this on the list.
A careful search should come up with something. However, this can also
be solved in part through changing how you interact with RT: use the
non-quoting correspondence links at the top of the ticket display.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From akrall at intruder.com.mx  Mon Aug  3 20:52:41 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Mon, 03 Aug 2009 19:52:41 -0500
Subject: [rt-users] Rt from command line
In-Reply-To: <C69C6640.64AEB%akrall@intruder.com.mx>
Message-ID: <C69CF089.64F41%akrall@intruder.com.mx>

Nobody?


> From: Anton Krall <akrall at intruder.com.mx>
> Date: Mon, 03 Aug 2009 10:02:40 -0500
> To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
> Subject: [rt-users] Rt from command line
> 
> Guys.. Im trying to use rt form the command line to create tickets. So far I
> added the rtrc file and I can log into RT without problems... I can run
> commands, everything looks great... But now.. Im trying to run this:
> 
> rt create -t ticket set subject='New ticket' priority=9 queue='Soporte
> Tecnico' requestors=some at user.com
> 
> But the problems is here: the ticket is created but as if user root created
> it, then HE gets the autoreply email and after that, RT says (in the history
> page of the ticket) that root was deleted from the ticket and it was changed
> to requester some at user.com
> 
> This is great except for one thing... The autoreply email was sent to user
> root and not some at user.com since he got added AFTER autoreply was sent.
> 
> Any way to create thet ticket as some at user.com from the start?
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 anikolaev at ot.ru  Tue Aug  4 01:40:26 2009
From: anikolaev at ot.ru (Alexander Nikolaev)
Date: Tue, 04 Aug 2009 09:40:26 +0400
Subject: [rt-users] Rt from command line
In-Reply-To: <C69CF089.64F41%akrall@intruder.com.mx>
References: <C69CF089.64F41%akrall@intruder.com.mx>
Message-ID: <4A77C9CA.9010908@ot.ru>

Therefor i suppose u work with unix-like os installed on your web-server.
Are you logged in as root (i mean logged in your server)?
First of all, don't work as root %)!

Users in RT have such a field - unix name (stored in database as gecos).

You are logged in as root and rt user root has unix login set to root - 
thats why you create tickets as root.

Create a new unix login, for example, akrall, go to web interface, set 
unix login of your account to akrall, then log in as akrall and try to 
create a ticket from command-line interface.

That works with rt-crontool, so, i suppose, will do for your case.
Sorry for poor english, hope its understandable :)

Anton Krall writes:
> Nobody?
> 
> 
>> From: Anton Krall <akrall at intruder.com.mx>
>> Date: Mon, 03 Aug 2009 10:02:40 -0500
>> To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
>> Subject: [rt-users] Rt from command line
>>
>> Guys.. Im trying to use rt form the command line to create tickets. So far I
>> added the rtrc file and I can log into RT without problems... I can run
>> commands, everything looks great... But now.. Im trying to run this:
>>
>> rt create -t ticket set subject='New ticket' priority=9 queue='Soporte
>> Tecnico' requestors=some at user.com
>>
>> But the problems is here: the ticket is created but as if user root created
>> it, then HE gets the autoreply email and after that, RT says (in the history
>> page of the ticket) that root was deleted from the ticket and it was changed
>> to requester some at user.com
>>
>> This is great except for one thing... The autoreply email was sent to user
>> root and not some at user.com since he got added AFTER autoreply was sent.
>>
>> Any way to create thet ticket as some at user.com from the start?
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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

-- 
Regards, Alex Nikolaev
Open Technologies, Russia.


From akrall at intruder.com.mx  Tue Aug  4 02:45:26 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Tue, 04 Aug 2009 01:45:26 -0500
Subject: [rt-users] Rt from command line
In-Reply-To: <4A77C9CA.9010908@ot.ru>
Message-ID: <C69D4336.65041%akrall@intruder.com.mx>

Yep .. I tried that and works great but what if I wanted to be able to make
tickets from the command line as  multiple users, for example, client
users... Creating unix shells for them would be a good solution but I found
one.... Sendmail! Or more like it.. SendEmail, a command line tool that lets
you do a to and from .... So that way I can inject an email like this:

SendEmail -t yourqueue at yourhost.com -f userX at domain.com
That way I can inject and email as if I were userX sending it... And RT
creates a ticket as if userX sent it from his email address.

Works like a charm!


> From: Alexander Nikolaev <anikolaev at ot.ru>
> Date: Tue, 04 Aug 2009 09:40:26 +0400
> To: Anton Krall <akrall at intruder.com.mx>
> Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Rt from command line
> 
> Therefor i suppose u work with unix-like os installed on your web-server.
> Are you logged in as root (i mean logged in your server)?
> First of all, don't work as root %)!
> 
> Users in RT have such a field - unix name (stored in database as gecos).
> 
> You are logged in as root and rt user root has unix login set to root -
> thats why you create tickets as root.
> 
> Create a new unix login, for example, akrall, go to web interface, set
> unix login of your account to akrall, then log in as akrall and try to
> create a ticket from command-line interface.
> 
> That works with rt-crontool, so, i suppose, will do for your case.
> Sorry for poor english, hope its understandable :)
> 
> Anton Krall writes:
>> Nobody?
>> 
>> 
>>> From: Anton Krall <akrall at intruder.com.mx>
>>> Date: Mon, 03 Aug 2009 10:02:40 -0500
>>> To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
>>> Subject: [rt-users] Rt from command line
>>> 
>>> Guys.. Im trying to use rt form the command line to create tickets. So far I
>>> added the rtrc file and I can log into RT without problems... I can run
>>> commands, everything looks great... But now.. Im trying to run this:
>>> 
>>> rt create -t ticket set subject='New ticket' priority=9 queue='Soporte
>>> Tecnico' requestors=some at user.com
>>> 
>>> But the problems is here: the ticket is created but as if user root created
>>> it, then HE gets the autoreply email and after that, RT says (in the history
>>> page of the ticket) that root was deleted from the ticket and it was changed
>>> to requester some at user.com
>>> 
>>> This is great except for one thing... The autoreply email was sent to user
>>> root and not some at user.com since he got added AFTER autoreply was sent.
>>> 
>>> Any way to create thet ticket as some at user.com from the start?
>>> 
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> 
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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
> 
> -- 
> Regards, Alex Nikolaev
> Open Technologies, Russia.



From geek+rt at cmu.edu  Tue Aug  4 07:43:33 2009
From: geek+rt at cmu.edu (Brian Gallew)
Date: Tue, 04 Aug 2009 14:43:33 +0300
Subject: [rt-users] 3.8.4 installation issue
Message-ID: <4A781EE5.8020603@cmu.edu>

So, I'm installing RT-3.8.4 on a virgin system, for the most part using
an RT_SiteConfig.pm that is very similar to the 3.6.5 system I have in
production (database/hostname differences).  I've run the
testdeps/fixdeps bits repeatedly and they claim I'm up to date.  I've
even used the CPAN "r" command to tell met what to update and then
update as much as I can, all to no avail.  Here is the error I'm getting:

Attempt to reload Apache/Table.pm aborted.
Compilation failed in require at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
line 21.
BEGIN failed--compilation aborted at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
line 21.
Compilation failed in require at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
line 254.
BEGIN failed--compilation aborted at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
line 259.
Compilation failed in require at
/home/rt/bin/../lib/RT/Interface/Web/Handler.pm line 140.
Compilation failed in require at (eval 8) line 1.

/usr/www/bin/apachectl startssl: httpd could not be started

I'd tell you this is a Fedora Core 3 system, but that would be
misleading as it's suffered many years worth of modification and changes
and therefore bears no similarity.  Google shows no such error, so I'm
wondering if I've done something egregiously stupid.


From cassandra at bestpractical.com  Tue Aug  4 11:11:31 2009
From: cassandra at bestpractical.com (Cassandra Phillips-Sears)
Date: Tue, 4 Aug 2009 11:11:31 -0400
Subject: [rt-users] what are RTFM Topics used for?
In-Reply-To: <3E0ABEE7-ED6D-4F73-99BB-E61AE70E8B84@netconsonance.com>
References: <3E0ABEE7-ED6D-4F73-99BB-E61AE70E8B84@netconsonance.com>
Message-ID: <D7784C37-722E-44F7-9511-7B775054171D@bestpractical.com>

Hello, Jo. Topics can be very useful for organizing your articles. On  
the RTFM Documentation Intro there is a section on using topics to  
organize and group your articles:

http://github.com/bestpractical/rtfm/blob/1d2d722dec013e3a1e55335a00c21b0ebeb8bed0/lib/RT/FM/Introduction.pod

I know that when I use RTFM I create articles with a topic or topics  
for easier categorization later on.

Though I personally have not used this feature, topics may also be  
used to create a Queue-Specific list of articles.

 From the RTFM intro:
> Queue Specific List of Articles
>
> You can use Topics to organize a set of Queue specific Articles.
> Simply create a global Topic called 'Queues' and then create Topics
> under Queues named after each of your Queues.  Within each Queue named
> Topic, create some Topics and then assign Articles to those
> sub-topics.  This creates a hierarchy like this:
>
> Queues
> \-> General
>     \-> Topic 1
>     \-> Topic 2
>
> If you are replying to a Ticket in the General Queue you will be
> offered a choice of Topic 1 and Topic 2 along with the searching.
> After choosing Topic 1 or Topic 2, you will be given a list of
> relevant articles to choose.
--
Cassandra Phillips-Sears

Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com

On Jul 30, 2009, at 2:23 PM 7/30/09, Jo Rhett wrote:

> So I've read the RTFM manual and I'm no clearer really on what  
> purpose Topics provide.   They don't see to add anything to the  
> privileged user interface.   Is this something that is used in the  
> self-service interface?
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From Avenger1 at atlas.sk  Tue Aug  4 09:45:52 2009
From: Avenger1 at atlas.sk (Miroslav Horvath)
Date: Tue, 4 Aug 2009 06:45:52 -0700 (PDT)
Subject: [rt-users] Unowned tickets older then 24h are not displayed in Home
 page
Message-ID: <24808974.post@talk.nabble.com>


Hello

We saw, that on home page in "X newest unowned tickets" there are displayed
only tickets which are not older than 24h ours.

If there are some new unowned tickets, which are older, they are not
displayed here. 

Is there some settings to set this ? So each unowned ticket will be
displayed there, not only tickets <24h. 

BR,
Miroslav
-- 
View this message in context: http://www.nabble.com/Unowned-tickets-older-then-24h-are-not-displayed-in-Home-page-tp24808974p24808974.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From scottlinux at gmail.com  Tue Aug  4 11:06:32 2009
From: scottlinux at gmail.com (Scott Miller)
Date: Tue, 4 Aug 2009 08:06:32 -0700
Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no
	RTFMlinks,have added "Set(@Plugins,qw(RT::FM));
	" to RT_Siteconfig.pm
Message-ID: <a659a5260908040806x67012f6dqb5a89311c7260583@mail.gmail.com>

I had this problem (RTFM disappeared). What fixed it for me was to
clean up all the different plugins I had and put them on one line in
RT_SiteConfig.pm, like this:

Set(@Plugins,qw(RT::FM RT::IR RTx::EmailCompletion));

Then you can verify if they are loaded ok by checking:

http://yourserver/rt/Admin/Tools/Configuration.html

Hope this helps,



----------------------------------------
Hi Kevin,

Nope, "All dependences have been found."

Thanks,

Mike


From: Kevin Gagel
Sent: Monday, July 06, 2009 3:36 PM
To: RT Users
Subject: Re: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no
RTFMlinks,have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm


--- Original message ---
>Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links,have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm
>From: Michael Ellis <Michael_Ellis[at]UManitoba.CA>
>To: RT-USERS <RT-Users[at]lists.bestpractical.com>
>Date: 06/07/2009 1:33 PM
>

>Ok, I've been beating my head on this one. I had RTFM up and working on a test RT 3.8.2 server and then it just disappeared from the menu. I tried to figure out why, but after spending an afternoon trying to figure it out I >decided that I wouldn't worry about it as I was going to be reinstalling from scratch for the production system anyway.
>


From nimbius at SDF.LONESTAR.ORG  Tue Aug  4 11:21:51 2009
From: nimbius at SDF.LONESTAR.ORG (Nimbius)
Date: Tue, 4 Aug 2009 15:21:51 +0000 (UTC)
Subject: [rt-users] 3.8.4 installation issue
In-Reply-To: <4A781EE5.8020603@cmu.edu>
References: <4A781EE5.8020603@cmu.edu>
Message-ID: <Pine.NEB.4.64.0908041519120.5359@iceland.freeshell.org>

as a fedora team developer, the first thing ill insist is that you
upgrade to f10 or newer. nothing in f3 is supported in mailing lists
or the irc chans we host, and is sounds as though something OS
related is the culprit at this point.  perhaps youre missing http-devel?

On Tue, 4 Aug 2009, Brian Gallew wrote:

> Date: Tue, 04 Aug 2009 14:43:33 +0300
> From: Brian Gallew <geek+rt at cmu.edu>
> To: rt Users <rt-users at lists.bestpractical.com>
> Subject: [rt-users] 3.8.4 installation issue
> 
> So, I'm installing RT-3.8.4 on a virgin system, for the most part using
> an RT_SiteConfig.pm that is very similar to the 3.6.5 system I have in
> production (database/hostname differences).  I've run the
> testdeps/fixdeps bits repeatedly and they claim I'm up to date.  I've
> even used the CPAN "r" command to tell met what to update and then
> update as much as I can, all to no avail.  Here is the error I'm getting:
>
> Attempt to reload Apache/Table.pm aborted.
> Compilation failed in require at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
> line 21.
> BEGIN failed--compilation aborted at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
> line 21.
> Compilation failed in require at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
> line 254.
> BEGIN failed--compilation aborted at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
> line 259.
> Compilation failed in require at
> /home/rt/bin/../lib/RT/Interface/Web/Handler.pm line 140.
> Compilation failed in require at (eval 8) line 1.
>
> /usr/www/bin/apachectl startssl: httpd could not be started
>
> I'd tell you this is a Fedora Core 3 system, but that would be
> misleading as it's suffered many years worth of modification and changes
> and therefore bears no similarity.  Google shows no such error, so I'm
> wondering if I've done something egregiously stupid.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

nimbius at sdf.lonestar.org
SDF Public Access UNIX System - http://sdf.lonestar.org


From jhartshorn at seattletimes.com  Tue Aug  4 11:57:58 2009
From: jhartshorn at seattletimes.com (Joel Hartshorn)
Date: Tue, 4 Aug 2009 08:57:58 -0700
Subject: [rt-users] 3.8.4 installation issue
In-Reply-To: <4A781EE5.8020603@cmu.edu>
References: <4A781EE5.8020603@cmu.edu>
Message-ID: <AF752BCA9C593C40B67D85AB98090C700B37C3@PEXCHVD.seatimes.com>

I had the same issue and found no help.  I did see the offer for "paid"
services, which seems to condradict the idea that you can at least install
the software.

I personally had to crack open each file and examine the failure.  I would
say 99% of the time it is going to be an upline dependency.  IE some perl
module/file on your system is not combatible with 3.8.4.

On RHEL 4.0 I never did get it to work with constant failure on HTML::Mason.

Good luck...and welcome to one of the big downsides of open source.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Gallew
Sent: Tuesday, August 04, 2009 4:44 AM
To: rt Users
Subject: [rt-users] 3.8.4 installation issue

So, I'm installing RT-3.8.4 on a virgin system, for the most part using an
RT_SiteConfig.pm that is very similar to the 3.6.5 system I have in
production (database/hostname differences).  I've run the testdeps/fixdeps
bits repeatedly and they claim I'm up to date.  I've even used the CPAN "r"
command to tell met what to update and then update as much as I can, all to
no avail.  Here is the error I'm getting:

Attempt to reload Apache/Table.pm aborted.
Compilation failed in require at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
line 21.
BEGIN failed--compilation aborted at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
line 21.
Compilation failed in require at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
line 254.
BEGIN failed--compilation aborted at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
line 259.
Compilation failed in require at
/home/rt/bin/../lib/RT/Interface/Web/Handler.pm line 140.
Compilation failed in require at (eval 8) line 1.

/usr/www/bin/apachectl startssl: httpd could not be started

I'd tell you this is a Fedora Core 3 system, but that would be misleading as
it's suffered many years worth of modification and changes and therefore
bears no similarity.  Google shows no such error, so I'm wondering if I've
done something egregiously stupid.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From kirby at umbc.edu  Tue Aug  4 06:58:47 2009
From: kirby at umbc.edu (Joe Kirby)
Date: Tue, 4 Aug 2009 06:58:47 -0400
Subject: [rt-users] Question about email submission of tickets
Message-ID: <7C4182FA-3B17-4D24-AAEB-72AD6D8D43BB@umbc.edu>

This is my first time on the list and hopefully this question is  
appropriate for it.

I am a manager type who has been responsible for configuration and  
communication of RT to our campus. I have a talented Perl developer  
part-part time.

We have been live since 2-23-2009 and have had great success.

My question is email submission for ticket creation. We currently can  
create a ticket via email just fine and place it in the appropriate  
queue, etc. but we do not seem to be able to include a custom field  
value as part of the transmission from email to RT.

We have several system jobs which create tickets and it would be much  
better to have an additional piece of metadata on a ticket than to  
have to create several queues just so I can differentiate type of issues

Any help is greatly appreciated

Thanks in Advance

Joe Kirby, UMBC


From michael_ellis at umanitoba.ca  Tue Aug  4 10:09:52 2009
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Tue, 4 Aug 2009 09:09:52 -0500
Subject: [rt-users] Just finished installing now what
In-Reply-To: <C69C5202.649F2%akrall@intruder.com.mx>
References: <C69C5202.649F2%akrall@intruder.com.mx>
Message-ID: <2555BC1D203E4AB5A5AFF4D522B438BF@mikesMBP>

I've also found the O'Reilly book, RT::Essentials to be quite useful.

http://www.amazon.com/RT-Essentials-Jesse-Vincent/dp/0596006683/ref=sr_1_1?ie=UTF8&qid=1249394974&sr=8-1

-Mike

--------------------------------------------------
From: "Anton Krall" <akrall at intruder.com.mx>
Sent: Monday, August 03, 2009 8:36 AM
To: "Jeremy Winder" <jwinder at logicalsi.com>
Cc: <RT-Users at lists.bestpractical.com>
Subject: Re: [rt-users] Just finished installing now what

> Nice pointers.. Thx Jeremy.. I figured out a lot of these myself the hard
> way... But seems Im still missing a few things that I found on your url...
> Thx!
>
>
>> From: Jeremy Winder <jwinder at logicalsi.com>
>> Organization: Logical Solutions, Inc.
>> Date: Mon, 03 Aug 2009 08:31:19 -0400
>> To: Anton Krall <akrall at intruder.com.mx>
>> Cc: <RT-Users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Just finished installing now what
>>
>> On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote:
>>> I just downloaded and installed RT and I got it working but I dont know 
>>> how
>>> to start configuring it.. Besides what the web interface has about users 
>>> and
>>> queues... It seems it needs to know more about email and for example, my
>>> domain.. The user web page still shows example.com .... I read the wiki 
>>> and
>>> found some interesting articles but seems information is scattered.
>>>
>>> Is there a quick start guide that can help you configure RT to get you 
>>> up
>>> and running faster and a step by step guide on which files to change and
>>> configure?
>>>
>>> Thank You!
>>
>> You can skip a lot of this. But the section it should like you are
>> missing in the RT_SiteConfig.pm:
>>
>> http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html
>>
>> Here is a series of articles that cover how to install and setup RT "the
>> hard way" but still has some good information.
>>
>> http://www.sun.com/bigadmin/features/articles/req_track_1.html
>>
>> Beyond that, google...lots of google.
>>
>> Hope this helps,
>>
>> Jeremy
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 slander at hearstsc.com  Tue Aug  4 13:21:47 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Tue, 4 Aug 2009 13:21:47 -0400
Subject: [rt-users] 3.8.4 installation issue
In-Reply-To: <AF752BCA9C593C40B67D85AB98090C700B37C3@PEXCHVD.seatimes.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5C1BC@RCLTEXCMS02.resource.hearstcorp.com>

Your install path looks strange, to say the least...

For instance, seaching my (working) 8.4 system (OS is Ububtu 8.0.4) for Request.pm gives:

# find / -name Request.pm -print
/opt/rt3/lib/RT/Interface/Web/Request.pm
/usr/lib/perl5/DBI/Gofer/Request.pm
/usr/local/share/perl/5.8.8/HTML/Mason/Apache/Request.pm
/usr/local/share/perl/5.8.8/HTML/Mason/Request.pm
/usr/share/perl5/HTTP/Request.pm
#

I installed in the default location of /opt/rt3.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joel Hartshorn
Sent: Tuesday, August 04, 2009 11:58 AM
To: geek+rt at cmu.edu; rt Users
Subject: Re: [rt-users] 3.8.4 installation issue

I had the same issue and found no help.  I did see the offer for "paid"
services, which seems to condradict the idea that you can at least install the software.

I personally had to crack open each file and examine the failure.  I would say 99% of the time it is going to be an upline dependency.  IE some perl module/file on your system is not combatible with 3.8.4.

On RHEL 4.0 I never did get it to work with constant failure on HTML::Mason.

Good luck...and welcome to one of the big downsides of open source.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Gallew
Sent: Tuesday, August 04, 2009 4:44 AM
To: rt Users
Subject: [rt-users] 3.8.4 installation issue

So, I'm installing RT-3.8.4 on a virgin system, for the most part using an RT_SiteConfig.pm that is very similar to the 3.6.5 system I have in production (database/hostname differences).  I've run the testdeps/fixdeps bits repeatedly and they claim I'm up to date.  I've even used the CPAN "r"
command to tell met what to update and then update as much as I can, all to no avail.  Here is the error I'm getting:

Attempt to reload Apache/Table.pm aborted.
Compilation failed in require at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
line 21.
BEGIN failed--compilation aborted at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
line 21.
Compilation failed in require at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
line 254.
BEGIN failed--compilation aborted at
/home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
line 259.
Compilation failed in require at
/home/rt/bin/../lib/RT/Interface/Web/Handler.pm line 140.
Compilation failed in require at (eval 8) line 1.

/usr/www/bin/apachectl startssl: httpd could not be started

I'd tell you this is a Fedora Core 3 system, but that would be misleading as it's suffered many years worth of modification and changes and therefore bears no similarity.  Google shows no such error, so I'm wondering if I've done something egregiously stupid.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From falcone at bestpractical.com  Tue Aug  4 13:41:15 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 4 Aug 2009 13:41:15 -0400
Subject: [rt-users] 3.8.4 installation issue
In-Reply-To: <4A781EE5.8020603@cmu.edu>
References: <4A781EE5.8020603@cmu.edu>
Message-ID: <20090804174115.GD12588@jibsheet.com>

On Tue, Aug 04, 2009 at 02:43:33PM +0300, Brian Gallew wrote:
> So, I'm installing RT-3.8.4 on a virgin system, for the most part using
> an RT_SiteConfig.pm that is very similar to the 3.6.5 system I have in
> production (database/hostname differences).  I've run the
> testdeps/fixdeps bits repeatedly and they claim I'm up to date.  I've
> even used the CPAN "r" command to tell met what to update and then
> update as much as I can, all to no avail.  Here is the error I'm getting:

When you configured, did you say --with-web-handler=modperl2
otherwise make testdeps can't test everything.
But, if I had to hazard a guess, I'd say your mod_perl install isn't
quite kosher

-kevin

> Attempt to reload Apache/Table.pm aborted.
> Compilation failed in require at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
> line 21.
> BEGIN failed--compilation aborted at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
> line 21.
> Compilation failed in require at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
> line 254.
> BEGIN failed--compilation aborted at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
> line 259.
> Compilation failed in require at
> /home/rt/bin/../lib/RT/Interface/Web/Handler.pm line 140.
> Compilation failed in require at (eval 8) line 1.
> 
> /usr/www/bin/apachectl startssl: httpd could not be started
> 
> I'd tell you this is a Fedora Core 3 system, but that would be
> misleading as it's suffered many years worth of modification and changes
> and therefore bears no similarity.  Google shows no such error, so I'm
> wondering if I've done something egregiously stupid.


From ktm at rice.edu  Tue Aug  4 13:45:05 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 4 Aug 2009 12:45:05 -0500
Subject: [rt-users] 3.8.4 installation issue
In-Reply-To: <AF752BCA9C593C40B67D85AB98090C700B37C3@PEXCHVD.seatimes.com>
References: <4A781EE5.8020603@cmu.edu>
	<AF752BCA9C593C40B67D85AB98090C700B37C3@PEXCHVD.seatimes.com>
Message-ID: <20090804174505.GH6960@it.is.rice.edu>

On Tue, Aug 04, 2009 at 08:57:58AM -0700, Joel Hartshorn wrote:
> I had the same issue and found no help.  I did see the offer for "paid"
> services, which seems to condradict the idea that you can at least install
> the software.
> 
> I personally had to crack open each file and examine the failure.  I would
> say 99% of the time it is going to be an upline dependency.  IE some perl
> module/file on your system is not combatible with 3.8.4.
> 
> On RHEL 4.0 I never did get it to work with constant failure on HTML::Mason.
> 
> Good luck...and welcome to one of the big downsides of open source.
> 

To be fair, any package of sufficient complexity will require care
and understanding to install whether it is a closed source commercial
package or open source. Hence the frequent requirement for OS xxx
VERSION yyy for closed source applications. It looks like you are
using a home built version of perl and it has some problems. This
is not really RT's fault. Try using the system software instead.
Compared to getting perl/Apache to work properly together, the RT
installation is very straightforward. Good luck.

Cheers,
Ken

> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Gallew
> Sent: Tuesday, August 04, 2009 4:44 AM
> To: rt Users
> Subject: [rt-users] 3.8.4 installation issue
> 
> So, I'm installing RT-3.8.4 on a virgin system, for the most part using an
> RT_SiteConfig.pm that is very similar to the 3.6.5 system I have in
> production (database/hostname differences).  I've run the testdeps/fixdeps
> bits repeatedly and they claim I'm up to date.  I've even used the CPAN "r"
> command to tell met what to update and then update as much as I can, all to
> no avail.  Here is the error I'm getting:
> 
> Attempt to reload Apache/Table.pm aborted.
> Compilation failed in require at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
> line 21.
> BEGIN failed--compilation aborted at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/i686-linux/Apache/Request.pm
> line 21.
> Compilation failed in require at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
> line 254.
> BEGIN failed--compilation aborted at
> /home/rt/perl-5.10.0/lib/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm
> line 259.
> Compilation failed in require at
> /home/rt/bin/../lib/RT/Interface/Web/Handler.pm line 140.
> Compilation failed in require at (eval 8) line 1.
> 
> /usr/www/bin/apachectl startssl: httpd could not be started
> 
> I'd tell you this is a Fedora Core 3 system, but that would be misleading as
> it's suffered many years worth of modification and changes and therefore
> bears no similarity.  Google shows no such error, so I'm wondering if I've
> done something egregiously stupid.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> 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 akrall at intruder.com.mx  Tue Aug  4 15:01:22 2009
From: akrall at intruder.com.mx (Anton Krall)
Date: Tue, 04 Aug 2009 14:01:22 -0500
Subject: [rt-users] Just finished installing now what
In-Reply-To: <2555BC1D203E4AB5A5AFF4D522B438BF@mikesMBP>
Message-ID: <C69DEFB2.65360%akrall@intruder.com.mx>

Thx Mike, Ill take a look at it....


> From: Michael Ellis <michael_ellis at umanitoba.ca>
> Reply-To: Michael Ellis <michael_ellis at umanitoba.ca>
> Date: Tue, 4 Aug 2009 09:09:52 -0500
> To: RT-USERS <RT-Users at lists.bestpractical.com>
> Subject: Re: [rt-users] Just finished installing now what
> 
> I've also found the O'Reilly book, RT::Essentials to be quite useful.
> 
> http://www.amazon.com/RT-Essentials-Jesse-Vincent/dp/0596006683/ref=sr_1_1?ie=
> UTF8&qid=1249394974&sr=8-1
> 
> -Mike
> 
> --------------------------------------------------
> From: "Anton Krall" <akrall at intruder.com.mx>
> Sent: Monday, August 03, 2009 8:36 AM
> To: "Jeremy Winder" <jwinder at logicalsi.com>
> Cc: <RT-Users at lists.bestpractical.com>
> Subject: Re: [rt-users] Just finished installing now what
> 
>> Nice pointers.. Thx Jeremy.. I figured out a lot of these myself the hard
>> way... But seems Im still missing a few things that I found on your url...
>> Thx!
>> 
>> 
>>> From: Jeremy Winder <jwinder at logicalsi.com>
>>> Organization: Logical Solutions, Inc.
>>> Date: Mon, 03 Aug 2009 08:31:19 -0400
>>> To: Anton Krall <akrall at intruder.com.mx>
>>> Cc: <RT-Users at lists.bestpractical.com>
>>> Subject: Re: [rt-users] Just finished installing now what
>>> 
>>> On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote:
>>>> I just downloaded and installed RT and I got it working but I dont know
>>>> how
>>>> to start configuring it.. Besides what the web interface has about users
>>>> and
>>>> queues... It seems it needs to know more about email and for example, my
>>>> domain.. The user web page still shows example.com .... I read the wiki
>>>> and
>>>> found some interesting articles but seems information is scattered.
>>>> 
>>>> Is there a quick start guide that can help you configure RT to get you
>>>> up
>>>> and running faster and a step by step guide on which files to change and
>>>> configure?
>>>> 
>>>> Thank You!
>>> 
>>> You can skip a lot of this. But the section it should like you are
>>> missing in the RT_SiteConfig.pm:
>>> 
>>> 
http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.htm>>>
l
>>> 
>>> Here is a series of articles that cover how to install and setup RT "the
>>> hard way" but still has some good information.
>>> 
>>> http://www.sun.com/bigadmin/features/articles/req_track_1.html
>>> 
>>> Beyond that, google...lots of google.
>>> 
>>> Hope this helps,
>>> 
>>> Jeremy
>>> 
>> 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 duncan at ecs.vuw.ac.nz  Tue Aug  4 20:36:41 2009
From: duncan at ecs.vuw.ac.nz (Duncan McEwan)
Date: Wed, 05 Aug 2009 12:36:41 +1200
Subject: [rt-users] Can Templates be Conditionalized Based on Recipient
	Address?
Message-ID: <200908050036.n750afwr019755@shed11.ecs.vuw.ac.nz>

Hi,

We're running rt 3.8.4.

We have one particular queue for which we conditionalize the email sent out
based on the creator of the transaction generating the email.  We do this by
checking $Transaction->CreatorObj->Name in the template.

We'd also like to further customize the email based on who the email is going
to.  More precisely, we want the copy of the email going to the requestor to
say something slightly different to the copy going to the queue watchers.

I've experimented with several approaches, but haven't managed to get this
working.

I thought if I could get the ScripAction name I could include a test against
"Notify Owner", etc.  I tried getting that via
$Transaction->Scrips->First->ScripActionObj->Name, but the actions I got
back were not ones that were associated with this template.

I then tried getting the addresses associated with the current transaction
using $Transaction->Addresses, but that seemed to return empty lists
(though I could easily have been doing something wrong).

I could go into more detail regarding the above but in the interests of
keeping this email from getting any longer I won't.  I wasn't particularly
happy about either approach anyway, so before spending more time debugging
them, I thought I'd ask if anyone knew whether it was possible to
conditionalize templates in this way and if so, how.

While I've been writing this, it occurred to me that the easiest way to
achieve what I want might be to set up different templates for the different
scrips.  But because the templates are mostly identical I'd rather not have
that duplication if it is avoidable.

Thanks for any advice,

Duncan





From jpierce at cambridgeenergyalliance.org  Tue Aug  4 21:25:17 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 4 Aug 2009 21:25:17 -0400
Subject: [rt-users] Can Templates be Conditionalized Based on Recipient
	Address?
In-Reply-To: <200908050036.n750afwr019755@shed11.ecs.vuw.ac.nz>
References: <200908050036.n750afwr019755@shed11.ecs.vuw.ac.nz>
Message-ID: <be7163f0908041825j3b7c2c9bvea09b9434859e648@mail.gmail.com>

http://wiki.bestpractical.com/view/ForkTemplate

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From geek+rt at cmu.edu  Wed Aug  5 02:04:22 2009
From: geek+rt at cmu.edu (Brian Gallew)
Date: Wed, 05 Aug 2009 09:04:22 +0300
Subject: [rt-users] 3.8.4 installation issue
In-Reply-To: <9936_1249407585_n74Hdho7011368_20090804174115.GD12588@jibsheet.com>
References: <4A781EE5.8020603@cmu.edu>
	<9936_1249407585_n74Hdho7011368_20090804174115.GD12588@jibsheet.com>
Message-ID: <4A7920E6.7090408@cmu.edu>

Kevin Falcone wrote:
> On Tue, Aug 04, 2009 at 02:43:33PM +0300, Brian Gallew wrote:
>   
>> So, I'm installing RT-3.8.4 on a virgin system, for the most part using
>> an RT_SiteConfig.pm that is very similar to the 3.6.5 system I have in
>> production (database/hostname differences).  I've run the
>> testdeps/fixdeps bits repeatedly and they claim I'm up to date.  I've
>> even used the CPAN "r" command to tell met what to update and then
>> update as much as I can, all to no avail.  Here is the error I'm getting:
>>     
>
> When you configured, did you say --with-web-handler=modperl2
> otherwise make testdeps can't test everything.
> But, if I had to hazard a guess, I'd say your mod_perl install isn't
> quite kosher

I'll actually address a bunch of emails here:

PERL=/home/rt/perl-5.10.0/bin/perl ./configure
--with-web-handler=modperl1 --with-db-type=mysql
--with-db-host=mysql.qatar.cmu.local --with-db-database=rt3_8_1_test
--with-db-rt-user=rt_user --with-db-rt-pass=rt_pass
--with-web-user=nobody --with-web-group=tty --with-rt-group=nogroup
--with-apachectl=/usr/www/bin/apachectl --prefix=/home/rt


The Apache version is 1.3.39.
The perl version is 5.10.0.

The "odd" paths to perl and RT result from not trying to rebuild the
entire system and instead just running it from ~rt.  The system perl is
5.8.6, and I'm reasonably sure I saw a post indicating compatibility
issues with that version.  Further, that build has been known to be
changed out from underneath me randomly, thus causing mod_perl to break.

Also, the Fedora Core people wouldn't recognize this as a Fedora Core
system at all.  It's been completely overhauled and integrated with our
package/depot/AFS environment.

The configure command for the (built again just for this email!)
mod_perl1 build is:
21 mod_perl-1.31 > /home/rt/perl-5.10.0/bin/perl Makefile.PL
EVERYTHING=1 WITH_APXS=/usr/www/bin/apxs USE_APXS=1

It built and installed flawlessly, but I'm still seeing exactly the same
issue.  I've even trashed and re-initialized the database, to no avail.

And the problem with open source software isn't the quality of the
software.  It's the whiners who have *nothing* to contribute except
carping and flames.  The people at BestPractical have made a great piece
of software available to us at no cost, and the very least we can do is
express our gratitude for their efforts.  (Thanks, guys!)


From justin.hayes at orbisuk.com  Wed Aug  5 07:26:16 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 5 Aug 2009 12:26:16 +0100
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
Message-ID: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>

Anyone had any problems getting the ticket relation graphing stuff  
working under RT3.8.4?

I've installed various libgd packages and installed GD and GraphViz  
over CPAN. I now get the 'Graph' link in the Links section of Ticket  
Metadata but clicking on it gives me this:

Error during compilation of /opt/rt3/share/html/Ticket/Graphs/ 
index.html: Attempt to reload RT/Graph/Tickets.pm aborted. Compilation  
failed in require at /opt/rt3/share/html/Ticket/Graphs/index.html line  
78. Stack: [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/opt/rt3/ 
share/html/Ticket/Graphs/index.html:78] [/usr/share/perl5/HTML/Mason/ 
Interp.pm:811] [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/ 
perl5/HTML/Mason/Request.pm:246] [/usr/share/perl5/HTML/Mason/ 
Request.pm:211] [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/ 
usr/share/perl5/Class/Container.pm:275] [/usr/share/perl5/Class/ 
Container.pm:353] [/usr/share/perl5/HTML/Mason/Interp.pm:348] [/usr/ 
share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/HTML/Mason/ 
CGIHandler.pm:124] [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/ 
opt/rt3/bin/mason_handler.fcgi:79] BEGIN failed--compilation aborted  
at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack: [/opt/ 
rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/perl5/HTML/ 
Mason/Interp.pm:811] [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/ 
share/perl5/HTML/Mason/Request.pm:246] [/usr/share/perl5/HTML/Mason/ 
Request.pm:211] [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/ 
usr/share/perl5/Class/Container.pm:275] [/usr/share/perl5/Class/ 
Container.pm:353] [/usr/share/perl5/HTML/Mason/Interp.pm:348] [/usr/ 
share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/HTML/Mason/ 
CGIHandler.pm:124] [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/ 
opt/rt3/bin/mason_handler.fcgi:79]

Cheers,

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




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From ruslan.zakirov at gmail.com  Wed Aug  5 09:27:36 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 5 Aug 2009 17:27:36 +0400
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
In-Reply-To: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>
References: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>
Message-ID: <589c94400908050627x3ca08627wd3348fc0af439016@mail.gmail.com>

Hello Justin,

Have you restarted the server after install?

On Wed, Aug 5, 2009 at 3:26 PM, Justin Hayes<justin.hayes at orbisuk.com> wrote:
> Anyone had any problems getting the ticket relation graphing stuff working
> under RT3.8.4?
> I've installed various libgd packages and installed GD and GraphViz over
> CPAN. I now get the 'Graph' link in the Links section of Ticket Metadata but
> clicking on it gives me this:
> Error during compilation of /opt/rt3/share/html/Ticket/Graphs/index.html:
> Attempt to reload RT/Graph/Tickets.pm aborted. Compilation failed in require
> at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
> [/usr/share/perl5/HTML/Mason/Request.pm:246]
> [/usr/share/perl5/HTML/Mason/Request.pm:211]
> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
> [/usr/share/perl5/Class/Container.pm:275]
> [/usr/share/perl5/Class/Container.pm:353]
> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
> [/usr/share/perl5/HTML/Mason/Interp.pm:342]
> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73]
> [/opt/rt3/bin/mason_handler.fcgi:79] BEGIN failed--compilation aborted at
> /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
> [/usr/share/perl5/HTML/Mason/Request.pm:246]
> [/usr/share/perl5/HTML/Mason/Request.pm:211]
> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
> [/usr/share/perl5/Class/Container.pm:275]
> [/usr/share/perl5/Class/Container.pm:353]
> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
> [/usr/share/perl5/HTML/Mason/Interp.pm:342]
> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73]
> [/opt/rt3/bin/mason_handler.fcgi:79]
>
> Cheers,
> Justin
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From bouncyinc at gmail.com  Wed Aug  5 10:51:43 2009
From: bouncyinc at gmail.com (John Haggerty)
Date: Wed, 5 Aug 2009 08:51:43 -0600
Subject: [rt-users] feeling the pain :(
Message-ID: <b2332f330908050751s14db0861h100ec9a7da980a09@mail.gmail.com>

Ok either I am extremely tired (been debugging this for nearly 5 hours) or I
am wholy retarded.

I get through the install process only to get confronted with problems
restarting apache when I get to

"""""
mod_perl 2
=========

Add the following line to the VirtualHost section of Apache from which
you wish to serve RT, (possibly in the file
/etc/apache2/sites-enabled/default). When editing files in the apache2
sites-enabled and mods-enabled directories you should be very careful
not to leave behind editor backup files (such as *~ for emacs). These
will also be read when the server is restarted and cause general
confusion.

Include "/etc/request-tracker3.6/apache2-modperl2.conf"

"""""

I literally have used multiple versions of this file and when I even bother
to do that apache complains with a

/etc/init.d/apache2 restart

gives me a failure

I know I probably am going to get a whole grundle load of flames but I wold
love to find out the following

1. I am using this as a basic "localhost" configuration and want to use the
email interface

2. Would love a nice "drag and drop solution" (nothing worse than hosing
your entire apache configuration and literally praying to get them back)
something like the no frills localhost files

3. where exactly I can use a numeric ip when I locate my machine's ip
address

I did the whole database user, I did the whole permissions thing and I
confirmed that I can see this stuff but it's like the miracle of linking
with the software on disk and apache to communicate is the straw that is
breaking the camel's back and if I can get something basic that will work
for 1) email networking 2) access through the web then I may be able to
worry about additional crazy network issues

Thanks in advance :)
-------------- next part --------------
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From justin.hayes at orbisuk.com  Wed Aug  5 10:56:57 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 5 Aug 2009 15:56:57 +0100
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
In-Reply-To: <589c94400908050627x3ca08627wd3348fc0af439016@mail.gmail.com>
References: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>
	<589c94400908050627x3ca08627wd3348fc0af439016@mail.gmail.com>
Message-ID: <CDDB36CE-E8A0-43C8-865A-7C82703BCA59@orbisuk.com>

I've restarted apache but I haven't restarted the box itself. The  
charts from search results started working after installing GD and  
GraphWiz so I assumed that the relationship ones would as well.

I'll try a complete restart.

Thanks,

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




On 5 Aug 2009, at 14:27, Ruslan Zakirov wrote:

> Hello Justin,
>
> Have you restarted the server after install?
>
> On Wed, Aug 5, 2009 at 3:26 PM, Justin  
> Hayes<justin.hayes at orbisuk.com> wrote:
>> Anyone had any problems getting the ticket relation graphing stuff  
>> working
>> under RT3.8.4?
>> I've installed various libgd packages and installed GD and GraphViz  
>> over
>> CPAN. I now get the 'Graph' link in the Links section of Ticket  
>> Metadata but
>> clicking on it gives me this:
>> Error during compilation of /opt/rt3/share/html/Ticket/Graphs/ 
>> index.html:
>> Attempt to reload RT/Graph/Tickets.pm aborted. Compilation failed  
>> in require
>> at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
>> [/usr/share/perl5/HTML/Mason/Request.pm:246]
>> [/usr/share/perl5/HTML/Mason/Request.pm:211]
>> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
>> [/usr/share/perl5/Class/Container.pm:275]
>> [/usr/share/perl5/Class/Container.pm:353]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:342]
>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73]
>> [/opt/rt3/bin/mason_handler.fcgi:79] BEGIN failed--compilation  
>> aborted at
>> /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
>> [/usr/share/perl5/HTML/Mason/Request.pm:246]
>> [/usr/share/perl5/HTML/Mason/Request.pm:211]
>> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
>> [/usr/share/perl5/Class/Container.pm:275]
>> [/usr/share/perl5/Class/Container.pm:353]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:342]
>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73]
>> [/opt/rt3/bin/mason_handler.fcgi:79]
>>
>> Cheers,
>> Justin
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.com
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> -- 
> Best regards, Ruslan.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From justin.hayes at orbisuk.com  Wed Aug  5 10:59:38 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 5 Aug 2009 15:59:38 +0100
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
In-Reply-To: <589c94400908050627x3ca08627wd3348fc0af439016@mail.gmail.com>
References: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>
	<589c94400908050627x3ca08627wd3348fc0af439016@mail.gmail.com>
Message-ID: <89011A96-DFBC-4902-96C1-2216C62C0331@orbisuk.com>

Tried restarting the server itself, but still get the same error :(

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




On 5 Aug 2009, at 14:27, Ruslan Zakirov wrote:

> Hello Justin,
>
> Have you restarted the server after install?
>
> On Wed, Aug 5, 2009 at 3:26 PM, Justin  
> Hayes<justin.hayes at orbisuk.com> wrote:
>> Anyone had any problems getting the ticket relation graphing stuff  
>> working
>> under RT3.8.4?
>> I've installed various libgd packages and installed GD and GraphViz  
>> over
>> CPAN. I now get the 'Graph' link in the Links section of Ticket  
>> Metadata but
>> clicking on it gives me this:
>> Error during compilation of /opt/rt3/share/html/Ticket/Graphs/ 
>> index.html:
>> Attempt to reload RT/Graph/Tickets.pm aborted. Compilation failed  
>> in require
>> at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
>> [/usr/share/perl5/HTML/Mason/Request.pm:246]
>> [/usr/share/perl5/HTML/Mason/Request.pm:211]
>> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
>> [/usr/share/perl5/Class/Container.pm:275]
>> [/usr/share/perl5/Class/Container.pm:353]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:342]
>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73]
>> [/opt/rt3/bin/mason_handler.fcgi:79] BEGIN failed--compilation  
>> aborted at
>> /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
>> [/usr/share/perl5/HTML/Mason/Request.pm:246]
>> [/usr/share/perl5/HTML/Mason/Request.pm:211]
>> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
>> [/usr/share/perl5/Class/Container.pm:275]
>> [/usr/share/perl5/Class/Container.pm:353]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>> [/usr/share/perl5/HTML/Mason/Interp.pm:342]
>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73]
>> [/opt/rt3/bin/mason_handler.fcgi:79]
>>
>> Cheers,
>> Justin
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.com
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> -- 
> Best regards, Ruslan.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From ruslan.zakirov at gmail.com  Wed Aug  5 11:44:46 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 5 Aug 2009 19:44:46 +0400
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
In-Reply-To: <89011A96-DFBC-4902-96C1-2216C62C0331@orbisuk.com>
References: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>
	<589c94400908050627x3ca08627wd3348fc0af439016@mail.gmail.com>
	<89011A96-DFBC-4902-96C1-2216C62C0331@orbisuk.com>
Message-ID: <589c94400908050844x143069cctc7a55003b3d53104@mail.gmail.com>

Hi Justin,

You shouldn't restart the box. Probably there is better errror message
in the logs.

On Wed, Aug 5, 2009 at 6:59 PM, Justin Hayes<justin.hayes at orbisuk.com> wrote:
> Tried restarting the server itself, but still get the same error :(
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
>
>
>
>
> On 5 Aug 2009, at 14:27, Ruslan Zakirov wrote:
>
>> Hello Justin,
>>
>> Have you restarted the server after install?
>>
>> On Wed, Aug 5, 2009 at 3:26 PM, Justin Hayes<justin.hayes at orbisuk.com>
>> wrote:
>>>
>>> Anyone had any problems getting the ticket relation graphing stuff
>>> working
>>> under RT3.8.4?
>>> I've installed various libgd packages and installed GD and GraphViz over
>>> CPAN. I now get the 'Graph' link in the Links section of Ticket Metadata
>>> but
>>> clicking on it gives me this:
>>> Error during compilation of /opt/rt3/share/html/Ticket/Graphs/index.html:
>>> Attempt to reload RT/Graph/Tickets.pm aborted. Compilation failed in
>>> require
>>> at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>>> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
>>> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
>>> [/usr/share/perl5/HTML/Mason/Request.pm:246]
>>> [/usr/share/perl5/HTML/Mason/Request.pm:211]
>>> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
>>> [/usr/share/perl5/Class/Container.pm:275]
>>> [/usr/share/perl5/Class/Container.pm:353]
>>> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>>> [/usr/share/perl5/HTML/Mason/Interp.pm:342]
>>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
>>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73]
>>> [/opt/rt3/bin/mason_handler.fcgi:79] BEGIN failed--compilation aborted at
>>> /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>>> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
>>> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
>>> [/usr/share/perl5/HTML/Mason/Request.pm:246]
>>> [/usr/share/perl5/HTML/Mason/Request.pm:211]
>>> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
>>> [/usr/share/perl5/Class/Container.pm:275]
>>> [/usr/share/perl5/Class/Container.pm:353]
>>> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>>> [/usr/share/perl5/HTML/Mason/Interp.pm:342]
>>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
>>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73]
>>> [/opt/rt3/bin/mason_handler.fcgi:79]
>>>
>>> Cheers,
>>> Justin
>>> -------------------------------------------------
>>> Justin Hayes
>>> Orbis Support Manager
>>> justin.hayes at orbisuk.com
>>>
>>>
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Wed Aug  5 11:58:33 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 5 Aug 2009 11:58:33 -0400
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
In-Reply-To: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>
References: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>
Message-ID: <20090805155833.GA2563@jibsheet.com>

On Wed, Aug 05, 2009 at 12:26:16PM +0100, Justin Hayes wrote:
>    Anyone had any problems getting the ticket relation graphing stuff working under RT3.8.4?
>    I've installed various libgd packages and installed GD and GraphViz over CPAN. I now get the
>    'Graph' link in the Links section of Ticket Metadata but clicking on it gives me this:

Did you run ./configure with --enable-graphviz ?
My guess is that you're missing IPC::Run::SafeHandles

-kevin

>    Error during compilation of /opt/rt3/share/html/Ticket/Graphs/index.html: Attempt to reload
>    RT/Graph/Tickets.pm aborted. Compilation failed in require at
>    /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>    [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>    [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/perl5/HTML/Mason/Interp.pm:811]
>    [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/HTML/Mason/Request.pm:246]
>    [/usr/share/perl5/HTML/Mason/Request.pm:211]
>    [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/share/perl5/Class/Container.pm:275]
>    [/usr/share/perl5/Class/Container.pm:353] [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>    [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
>    [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/mason_handler.fcgi:79] BEGIN
>    failed--compilation aborted at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>    [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/perl5/HTML/Mason/Interp.pm:811]
>    [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/HTML/Mason/Request.pm:246]
>    [/usr/share/perl5/HTML/Mason/Request.pm:211]
>    [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/share/perl5/Class/Container.pm:275]
>    [/usr/share/perl5/Class/Container.pm:353] [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>    [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/HTML/Mason/CGIHandler.pm:124]
>    [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/mason_handler.fcgi:79]
>    Cheers,
>    Justin
>    -------------------------------------------------
>    Justin Hayes
>    Orbis Support Manager


From justin.hayes at orbisuk.com  Wed Aug  5 12:11:22 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 5 Aug 2009 17:11:22 +0100
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
In-Reply-To: <20090805155833.GA2563@jibsheet.com>
References: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>
	<20090805155833.GA2563@jibsheet.com>
Message-ID: <7EA7524B-D7E4-42B1-8C13-C11CA94D30CF@orbisuk.com>

I didn't do the initial install, but I'm guessing probably not...

Is there any way to do it retrospectively?

Thanks again

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




On 5 Aug 2009, at 16:58, Kevin Falcone wrote:

> On Wed, Aug 05, 2009 at 12:26:16PM +0100, Justin Hayes wrote:
>>   Anyone had any problems getting the ticket relation graphing  
>> stuff working under RT3.8.4?
>>   I've installed various libgd packages and installed GD and  
>> GraphViz over CPAN. I now get the
>>   'Graph' link in the Links section of Ticket Metadata but clicking  
>> on it gives me this:
>
> Did you run ./configure with --enable-graphviz ?
> My guess is that you're missing IPC::Run::SafeHandles
>
> -kevin
>
>>   Error during compilation of /opt/rt3/share/html/Ticket/Graphs/ 
>> index.html: Attempt to reload
>>   RT/Graph/Tickets.pm aborted. Compilation failed in require at
>>   /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>>   [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>>   [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/ 
>> perl5/HTML/Mason/Interp.pm:811]
>>   [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/ 
>> HTML/Mason/Request.pm:246]
>>   [/usr/share/perl5/HTML/Mason/Request.pm:211]
>>   [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/share/ 
>> perl5/Class/Container.pm:275]
>>   [/usr/share/perl5/Class/Container.pm:353] [/usr/share/perl5/HTML/ 
>> Mason/Interp.pm:348]
>>   [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/ 
>> HTML/Mason/CGIHandler.pm:124]
>>   [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/ 
>> mason_handler.fcgi:79] BEGIN
>>   failed--compilation aborted at /opt/rt3/share/html/Ticket/Graphs/ 
>> index.html line 78. Stack:
>>   [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/ 
>> perl5/HTML/Mason/Interp.pm:811]
>>   [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/ 
>> HTML/Mason/Request.pm:246]
>>   [/usr/share/perl5/HTML/Mason/Request.pm:211]
>>   [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/share/ 
>> perl5/Class/Container.pm:275]
>>   [/usr/share/perl5/Class/Container.pm:353] [/usr/share/perl5/HTML/ 
>> Mason/Interp.pm:348]
>>   [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/ 
>> HTML/Mason/CGIHandler.pm:124]
>>   [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/ 
>> mason_handler.fcgi:79]
>>   Cheers,
>>   Justin
>>   -------------------------------------------------
>>   Justin Hayes
>>   Orbis Support Manager
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jscales at haverford.edu  Wed Aug  5 12:28:01 2009
From: jscales at haverford.edu (Jennifer Scales)
Date: Wed, 5 Aug 2009 09:28:01 -0700
Subject: [rt-users] Garbled text in history field in ticket
Message-ID: <2724FD2D8A52834DA7397590B2F2F6AB405C2A4AAD@EXVMBX018-1.exch018.msoutlookonline.net>

Frequently, when I copy/paste text into the message field when creating a ticket or adding to an existing ticket, the text appears ok when I paste it, but is garbled when I view the ticket after saving the updates.  It also adds line breaks, extra spaces, and cuts off part of the message.  There does not appear to be consistency in terms of when this happens (it's not specific to a particular browser or OS).  It seems that it may be adding html code to the text?  I'm not sure what's happening.  I've also tried pasting the text into notepad to remove all formatting before pasting it into the ticket but that doesn't always help.

One thing I can say is that this only occurs if using the "reply" or "comment" option.  It is always ok when adding text via "resolve".

I have a screen shot at http://people.haverford.edu/jscales/rtexample.jpg  that exemplifies some of what I'm experiencing.  In this example, the first two attempts to copy and paste the email from a user resulted in cut off text.  The third time it displays fine and that was when I pasted it into the ticket via "resolve".  The final comment in the ticket was typed in directly as a comment.  I typed only "Sarah and Vasantha are working on this" and RT added the extra text (which is displayed partly as boxes on my browser but shows as RT text in this screenshot.)

This is happening a lot (about 25% of tickets have at least something wrong with the text) and it is not something that we can work around because it often results in lost comments/text.  We just launched RT for our help desk and this is very problematic.  I'm desperate to fix this before the school year starts again at the end of this month.  Can anyone help?  Any ideas?  Has this been seen before?

I'm using RT 3.8.2

Jennifer Scales
Help Desk/Public Lab Coordinator
College Information Resources
Haverford College
jscales at haverford.edu
(610) 896-1373

Haverford College Computing staff will never ask for your password in an email message. Please keep your passwords private to protect yourself and the security of our network. See https://www.haverford.edu/acc/protect/ for more information.

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From falcone at bestpractical.com  Wed Aug  5 12:36:25 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 5 Aug 2009 12:36:25 -0400
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
In-Reply-To: <7EA7524B-D7E4-42B1-8C13-C11CA94D30CF@orbisuk.com>
References: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com>
	<20090805155833.GA2563@jibsheet.com>
	<7EA7524B-D7E4-42B1-8C13-C11CA94D30CF@orbisuk.com>
Message-ID: <20090805163625.GB2563@jibsheet.com>

On Wed, Aug 05, 2009 at 05:11:22PM +0100, Justin Hayes wrote:
> I didn't do the initial install, but I'm guessing probably not...
> Is there any way to do it retrospectively?

Just try installing IPC::Run::SafeHandles
You can reconfigure while saying --enable-graphviz and just run make
testdeps

-kevin

> 
> 
> On 5 Aug 2009, at 16:58, Kevin Falcone wrote:
> 
> >On Wed, Aug 05, 2009 at 12:26:16PM +0100, Justin Hayes wrote:
> >>  Anyone had any problems getting the ticket relation graphing
> >>stuff working under RT3.8.4?
> >>  I've installed various libgd packages and installed GD and
> >>GraphViz over CPAN. I now get the
> >>  'Graph' link in the Links section of Ticket Metadata but
> >>clicking on it gives me this:
> >
> >Did you run ./configure with --enable-graphviz ?
> >My guess is that you're missing IPC::Run::SafeHandles
> >
> >-kevin
> >
> >>  Error during compilation of /opt/rt3/share/html/Ticket/Graphs/
> >>index.html: Attempt to reload
> >>  RT/Graph/Tickets.pm aborted. Compilation failed in require at
> >>  /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
> >>  [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
> >>  [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/
> >>perl5/HTML/Mason/Interp.pm:811]
> >>  [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/
> >>HTML/Mason/Request.pm:246]
> >>  [/usr/share/perl5/HTML/Mason/Request.pm:211]
> >>  [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
> >>[/usr/share/perl5/Class/Container.pm:275]
> >>  [/usr/share/perl5/Class/Container.pm:353]
> >>[/usr/share/perl5/HTML/Mason/Interp.pm:348]
> >>  [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/
> >>HTML/Mason/CGIHandler.pm:124]
> >>  [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/
> >>mason_handler.fcgi:79] BEGIN
> >>  failed--compilation aborted at
> >>/opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
> >>  [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/
> >>perl5/HTML/Mason/Interp.pm:811]
> >>  [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/
> >>HTML/Mason/Request.pm:246]
> >>  [/usr/share/perl5/HTML/Mason/Request.pm:211]
> >>  [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
> >>[/usr/share/perl5/Class/Container.pm:275]
> >>  [/usr/share/perl5/Class/Container.pm:353]
> >>[/usr/share/perl5/HTML/Mason/Interp.pm:348]
> >>  [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/
> >>HTML/Mason/CGIHandler.pm:124]
> >>  [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/
> >>mason_handler.fcgi:79]
> >>  Cheers,
> >>  Justin
> >>  -------------------------------------------------
> >>  Justin Hayes
> >>  Orbis Support Manager
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Community help: http://wiki.bestpractical.com
> >Commercial support: sales at bestpractical.com
> >
> >
> >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >Buy a copy at http://rtbook.bestpractical.com
> 


From falcone at bestpractical.com  Wed Aug  5 12:40:04 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 5 Aug 2009 12:40:04 -0400
Subject: [rt-users] Garbled text in history field in ticket
In-Reply-To: <2724FD2D8A52834DA7397590B2F2F6AB405C2A4AAD@EXVMBX018-1.exch018.msoutlookonline.net>
References: <2724FD2D8A52834DA7397590B2F2F6AB405C2A4AAD@EXVMBX018-1.exch018.msoutlookonline.net>
Message-ID: <20090805164004.GC2563@jibsheet.com>

On Wed, Aug 05, 2009 at 09:28:01AM -0700, Jennifer Scales wrote:
>    Frequently, when I copy/paste text into the message field when creating a ticket or adding to
>    an existing ticket, the text appears ok when I paste it, but is garbled when I view the ticket
>    after saving the updates.  It also adds line breaks, extra spaces, and cuts off part of the
>    message.  There does not appear to be consistency in terms of when this happens (it's not
>    specific to a particular browser or OS).  It seems that it may be adding html code to the
>    text?  I'm not sure what's happening.  I've also tried pasting the text into notepad to remove
>    all formatting before pasting it into the ticket but that doesn't always help.
> 
>    One thing I can say is that this only occurs if using the "reply" or "comment" option.  It is
>    always ok when adding text via "resolve".

There is no difference between the text boxes on Reply, Comment or Resolve.

There were a number of IE bugs fixed between 3.8.2 and the current
3.8.4 release and your bug sounds like something that was fixed for IE
in that timeframe

If you're able to replicate it in 3.8.4 you should file a bug with
reproduction steps.

-kevin

> 
>    I have a screen shot at [1]http://people.haverford.edu/jscales/rtexample.jpg  that exemplifies
>    some of what I'm experiencing.  In this example, the first two attempts to copy and paste the
>    email from a user resulted in cut off text.  The third time it displays fine and that was when
>    I pasted it into the ticket via "resolve".  The final comment in the ticket was typed in
>    directly as a comment.  I typed only "Sarah and Vasantha are working on this" and RT added the
>    extra text (which is displayed partly as boxes on my browser but shows as RT text in this
>    screenshot.)
> 
>    This is happening a lot (about 25% of tickets have at least something wrong with the text) and
>    it is not something that we can work around because it often results in lost comments/text.
>    We just launched RT for our help desk and this is very problematic.  I'm desperate to fix this
>    before the school year starts again at the end of this month.  Can anyone help?  Any ideas?
>    Has this been seen before?


From raymond at pilotsupplies.com  Wed Aug  5 14:11:31 2009
From: raymond at pilotsupplies.com (raymond at pilotsupplies.com)
Date: Wed, 5 Aug 2009 11:11:31 -0700 (PDT)
Subject: [rt-users] unable to view attachment
Message-ID: <Pine.LNX.4.64.0908051056200.31369@shell2.pilotsupplies.com>

Hi,

unprivileged user create ticket,
priviledged helpdesk user  reply with ticket, with attachment
unpriviled user received email with attachment link

https://helpdesk.abc.com/exchweb/bin/redir.asp?URL=http://helpdesk.abc.com//Ticket/Attachment/284344/263337/7103344_2_Virtual_Office_Quick_Reference_Guide.pdf

when user clicks on this links it brings user to

http://helpdesk.abc.com/SelfService/

when unpriviledge user log in

there is no attachment.


however, when a privilege user logs in, using IE, it asked to save this 
file. in Firefox 3.5 it dispalys the page in the broser.

This must be some kind of permission. I looked at the permissions but 
don't know where it is applied.

appreciate any assistance!



-- 



Regards,

Raymond Wong


Personal motto: P.E.A.C.E
Enjoy the present
Assert your goals
Champion peace
Entrust others


From falcone at bestpractical.com  Wed Aug  5 14:23:52 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 5 Aug 2009 14:23:52 -0400
Subject: [rt-users] unable to view attachment
In-Reply-To: <Pine.LNX.4.64.0908051056200.31369@shell2.pilotsupplies.com>
References: <Pine.LNX.4.64.0908051056200.31369@shell2.pilotsupplies.com>
Message-ID: <20090805182352.GA11737@jibsheet.com>

On Wed, Aug 05, 2009 at 11:11:31AM -0700, raymond at pilotsupplies.com wrote:
> Hi,
> 
> unprivileged user create ticket,
> priviledged helpdesk user  reply with ticket, with attachment
> unpriviled user received email with attachment link
> 
> https://helpdesk.abc.com/exchweb/bin/redir.asp?URL=http://helpdesk.abc.com//Ticket/Attachment/284344/263337/7103344_2_Virtual_Office_Quick_Reference_Guide.pdf

This appears to be your own custom code generating this link
Unprivileged users would access attachments at
/SelfService/Attachment/ rather than /Ticket/Attachment/

-kevin

> 
> when user clicks on this links it brings user to
> 
> http://helpdesk.abc.com/SelfService/
> 
> when unpriviledge user log in
> 
> there is no attachment.
> 
> 
> however, when a privilege user logs in, using IE, it asked to save this 
> file. in Firefox 3.5 it dispalys the page in the broser.
> 
> This must be some kind of permission. I looked at the permissions but 
> don't know where it is applied.
> 
> appreciate any assistance!
> 


From HelmuthRamirez at compupay.com  Wed Aug  5 14:25:39 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 5 Aug 2009 14:25:39 -0400
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
References: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com><20090805155833.GA2563@jibsheet.com>
	<7EA7524B-D7E4-42B1-8C13-C11CA94D30CF@orbisuk.com>
	<08BB2997563E5A4388CA3E3275D469A8136FEE@EXMIAMI.compupay.com>
Message-ID: <08BB2997563E5A4388CA3E3275D469A8136FEF@EXMIAMI.compupay.com>

Sorry, meant to send it to the list (to help anyone else out with this
issue).

-----Original Message-----
From: Helmuth Ramirez 
Sent: Wednesday, August 05, 2009 2:16 PM
To: 'Justin Hayes'
Subject: RE: [rt-users] Relationship Graphs not working in RT 3.8.4

Hi Justin,
I had a similar issue.  Yes, you should be able to do it.  Here's the
thread that helped me out.

http://www.gossamer-threads.com/lists/rt/users/77361 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
Hayes
Sent: Wednesday, August 05, 2009 12:11 PM
To: Kevin Falcone
Cc: RT Users
Subject: Re: [rt-users] Relationship Graphs not working in RT 3.8.4

I didn't do the initial install, but I'm guessing probably not...

Is there any way to do it retrospectively?

Thanks again

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




On 5 Aug 2009, at 16:58, Kevin Falcone wrote:

> On Wed, Aug 05, 2009 at 12:26:16PM +0100, Justin Hayes wrote:
>>   Anyone had any problems getting the ticket relation graphing  
>> stuff working under RT3.8.4?
>>   I've installed various libgd packages and installed GD and  
>> GraphViz over CPAN. I now get the
>>   'Graph' link in the Links section of Ticket Metadata but clicking  
>> on it gives me this:
>
> Did you run ./configure with --enable-graphviz ?
> My guess is that you're missing IPC::Run::SafeHandles
>
> -kevin
>
>>   Error during compilation of /opt/rt3/share/html/Ticket/Graphs/ 
>> index.html: Attempt to reload
>>   RT/Graph/Tickets.pm aborted. Compilation failed in require at
>>   /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>>   [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>>   [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/ 
>> perl5/HTML/Mason/Interp.pm:811]
>>   [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/ 
>> HTML/Mason/Request.pm:246]
>>   [/usr/share/perl5/HTML/Mason/Request.pm:211]
>>   [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/share/ 
>> perl5/Class/Container.pm:275]
>>   [/usr/share/perl5/Class/Container.pm:353] [/usr/share/perl5/HTML/ 
>> Mason/Interp.pm:348]
>>   [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/ 
>> HTML/Mason/CGIHandler.pm:124]
>>   [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/ 
>> mason_handler.fcgi:79] BEGIN
>>   failed--compilation aborted at /opt/rt3/share/html/Ticket/Graphs/ 
>> index.html line 78. Stack:
>>   [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/ 
>> perl5/HTML/Mason/Interp.pm:811]
>>   [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/ 
>> HTML/Mason/Request.pm:246]
>>   [/usr/share/perl5/HTML/Mason/Request.pm:211]
>>   [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/share/ 
>> perl5/Class/Container.pm:275]
>>   [/usr/share/perl5/Class/Container.pm:353] [/usr/share/perl5/HTML/ 
>> Mason/Interp.pm:348]
>>   [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/ 
>> HTML/Mason/CGIHandler.pm:124]
>>   [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/ 
>> mason_handler.fcgi:79]
>>   Cheers,
>>   Justin
>>   -------------------------------------------------
>>   Justin Hayes
>>   Orbis Support Manager
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 raymond at pilotsupplies.com  Wed Aug  5 14:46:19 2009
From: raymond at pilotsupplies.com (raymond at pilotsupplies.com)
Date: Wed, 5 Aug 2009 11:46:19 -0700 (PDT)
Subject: [rt-users] unable to view attachment
In-Reply-To: <20090805182352.GA11737@jibsheet.com>
References: <Pine.LNX.4.64.0908051056200.31369@shell2.pilotsupplies.com>
	<20090805182352.GA11737@jibsheet.com>
Message-ID: <Pine.LNX.4.64.0908051134380.31369@shell2.pilotsupplies.com>

Hi Kevin,

Thank you for the reply. This is a new 3.8.4 install on Debian 9.04 and I 
have not made any changes to the code. All unprviledged users when 
log in http://helpdesk.abc.com it 
automatially redirects to http://helpdesk.abc.com/SelfService/

currently all unpriviledge  users can create and reply to tickets via 
email and can 
log into web and create tickets. but when unpriviled users create ticket 
using the web, and when create ticket button is pressed, user receive
  "[error]: WebRT: No permission to view newly created 10002
ticket"

don't know if this is a contributing factor or something else.


raymond




On Wed, 5 Aug 2009, Kevin Falcone wrote:

> On Wed, Aug 05, 2009 at 11:11:31AM -0700, raymond at pilotsupplies.com wrote:
>> Hi,
>>
>> unprivileged user create ticket,
>> priviledged helpdesk user  reply with ticket, with attachment
>> unpriviled user received email with attachment link
>>
>> https://helpdesk.abc.com/exchweb/bin/redir.asp?URL=http://helpdesk.abc.com//Ticket/Attachment/284344/263337/7103344_2_Virtual_Office_Quick_Reference_Guide.pdf
>
> This appears to be your own custom code generating this link
> Unprivileged users would access attachments at
> /SelfService/Attachment/ rather than /Ticket/Attachment/
>
> -kevin
>
>>
>> when user clicks on this links it brings user to
>>
>> http://helpdesk.abc.com/SelfService/
>>
>> when unpriviledge user log in
>>
>> there is no attachment.
>>
>>
>> however, when a privilege user logs in, using IE, it asked to save this
>> file. in Firefox 3.5 it dispalys the page in the broser.
>>
>> This must be some kind of permission. I looked at the permissions but
>> don't know where it is applied.
>>
>> appreciate any assistance!
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

-- 



Regards,

Raymond Wong


Personal motto: P.E.A.C.E
Enjoy the present
Assert your goals
Champion peace
Entrust others


From chobbs at siloamsprings.com  Wed Aug  5 14:47:47 2009
From: chobbs at siloamsprings.com (Christopher M. Hobbs)
Date: Wed, 5 Aug 2009 13:47:47 -0500
Subject: [rt-users] problem creating a user
Message-ID: <20090805184747.GE25804@SS002.siloamsprings.com>

When I try to create a user, I have been getting the
following error:

    *  User could not be created: Email address in use

The user has created tickets via email before.  Is that 
address in a database somewhere, perhaps?  The user isn't
listed in the Users section of the configuration screen.

Thanks!
-- 
Christopher M. Hobbs [chobbs at siloamsprings.com]
Network Administrator, City of Siloam Springs


From michael_ellis at umanitoba.ca  Wed Aug  5 14:49:29 2009
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Wed, 5 Aug 2009 13:49:29 -0500
Subject: [rt-users] Garbled text in history field in ticket
In-Reply-To: <2724FD2D8A52834DA7397590B2F2F6AB405C2A4AAD@EXVMBX018-1.exch018.msoutlookonline.net>
References: <2724FD2D8A52834DA7397590B2F2F6AB405C2A4AAD@EXVMBX018-1.exch018.msoutlookonline.net>
Message-ID: <F73F0F20-C9C7-4AD3-865F-766C272676FA@umanitoba.ca>

Could this be the bug that presents when you use both the wysiwyg  
editor and a signature?

-mike

Sent from my iPhone

On 2009-08-05, at 11:28 AM, Jennifer Scales <jscales at haverford.edu>  
wrote:

> Frequently, when I copy/paste text into the message field when  
> creating a ticket or adding to an existing ticket, the text appears  
> ok when I paste it, but is garbled when I view the ticket after  
> saving the updates.  It also adds line breaks, extra spaces, and  
> cuts off part of the message.  There does not appear to be  
> consistency in terms of when this happens (it?s not specific to a pa 
> rticular browser or OS).  It seems that it may be adding html code t 
> o the text?  I?m not sure what?s happening.  I?ve also tried  
> pasting the text into notepad to remove all formatting before pastin 
> g it into the ticket but that doesn?t always help.
>
>
>
> One thing I can say is that this only occurs if using the ?reply?  
> or ?comment? option.  It is always ok when adding text via  
> ?resolve?.
>
>
>
> I have a screen shot at http://people.haverford.edu/jscales/rtexample.jpg 
>   that exemplifies some of what I?m experiencing.  In this example,  
> the first two attempts to copy and paste the email from a user resul 
> ted in cut off text.  The third time it displays fine and that was w 
> hen I pasted it into the ticket via ?resolve?.  The final comment  
> in the ticket was typed in directly as a comment.  I typed only ?Sar 
> ah and Vasantha are working on this? and RT added the extra text (wh 
> ich is displayed partly as boxes on my browser but shows as RT text  
> in this screenshot.)
>
>
>
> This is happening a lot (about 25% of tickets have at least  
> something wrong with the text) and it is not something that we can  
> work around because it often results in lost comments/text.  We just  
> launched RT for our help desk and this is very problematic.  I?m des 
> perate to fix this before the school year starts again at the end of 
>  this month.  Can anyone help?  Any ideas?  Has this been seen before?
>
>
>
> I?m using RT 3.8.2
>
>
>
> Jennifer Scales
>
> Help Desk/Public Lab Coordinator
>
> College Information Resources
>
> Haverford College
>
> jscales at haverford.edu
>
> (610) 896-1373
>
>
>
> Haverford College Computing staff will never ask for your password  
> in an email message. Please keep your passwords private to protect  
> yourself and the security of our network. See https://www.haverford.edu/acc/protect/ 
>  for more information.
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
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From javoskam at uwaterloo.ca  Wed Aug  5 14:54:48 2009
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Wed, 05 Aug 2009 14:54:48 -0400
Subject: [rt-users] problem creating a user
In-Reply-To: <20090805184747.GE25804@SS002.siloamsprings.com>
References: <20090805184747.GE25804@SS002.siloamsprings.com>
Message-ID: <4A79D578.5070201@uwaterloo.ca>

On 08/05/2009 02:47 PM, Christopher M. Hobbs wrote:
> When I try to create a user, I have been getting the
> following error:
>
>      *  User could not be created: Email address in use
>
> The user has created tickets via email before.  Is that
> address in a database somewhere, perhaps?  The user isn't
> listed in the Users section of the configuration screen.
>
> Thanks!
>    
If they've created tickets by email they're probably an unprivileged 
user. Configuration->Users only lists privileged users.  Do a search (at 
the bottom of the page) for the email address. You can then edit the 
user definition.

Jeff Voskamp
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From barnesaw at ucrwcu.rwc.uc.edu  Wed Aug  5 15:02:49 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 05 Aug 2009 15:02:49 -0400
Subject: [rt-users] problem creating a user
In-Reply-To: <20090805184747.GE25804@SS002.siloamsprings.com>
Message-ID: <C69F4F99.4608%barnesaw@ucrwcu.rwc.uc.edu>

Search based on email address.  The UI only shows privileged users.


On 8/5/09 2:47 PM, "Christopher M. Hobbs" <chobbs at siloamsprings.com> wrote:

> When I try to create a user, I have been getting the
> following error:
> 
>     *  User could not be created: Email address in use
> 
> The user has created tickets via email before.  Is that
> address in a database somewhere, perhaps?  The user isn't
> listed in the Users section of the configuration screen.
> 
> Thanks!

-- 
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College




From guhcampos at gmail.com  Wed Aug  5 15:11:16 2009
From: guhcampos at gmail.com (Gustavo Campos)
Date: Wed, 5 Aug 2009 16:11:16 -0300
Subject: [rt-users] Custom Field: Include Page
In-Reply-To: <19834d100908051209i5fa7b0bamfbc8a254d2a2926d@mail.gmail.com>
References: <19834d100908051209i5fa7b0bamfbc8a254d2a2926d@mail.gmail.com>
Message-ID: <19834d100908051211g6330d3f9jdc7508ae637185f6@mail.gmail.com>

There seems to be no documentation at all for this feature. I tried
the lists and the wiki, but it looks the few ones that asked about it
haven't been answered.

I have a custom field called "Designation" that should hold the
circuit designation for which the customer wants to open a ticket. As
many of our customers have several circuits, we want them to be able
to choose the circuit from a drop-down menu. I've associated the RT
users with their circuit designations through MySQL Views, but need to
know how I should export this data to the Custom Field - Include Page
feature. I tried simply echoing this data in HTML format, but nothing
shows, no errors, not even any different code (like iframe or so) on
RT generated web-page.

Could someone please give me any clues possible?

--
Gustavo Campos
Sistemas de Informa??o - UFMG


From raymond at pilotsupplies.com  Wed Aug  5 15:13:11 2009
From: raymond at pilotsupplies.com (raymond at pilotsupplies.com)
Date: Wed, 5 Aug 2009 12:13:11 -0700 (PDT)
Subject: [rt-users] problem creating a user
In-Reply-To: <C69F4F99.4608%barnesaw@ucrwcu.rwc.uc.edu>
References: <C69F4F99.4608%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <Pine.LNX.4.64.0908051211070.31369@shell2.pilotsupplies.com>

or you may do a

configuration, users, Find all users whose User Id select "doesn'tmatch" * 
to see every all.


raymond




On Wed, 5 Aug 2009, Drew Barnes wrote:

> Search based on email address.  The UI only shows privileged users.
>
>
> On 8/5/09 2:47 PM, "Christopher M. Hobbs" <chobbs at siloamsprings.com> wrote:
>
>> When I try to create a user, I have been getting the
>> following error:
>>
>>     *  User could not be created: Email address in use
>>
>> The user has created tickets via email before.  Is that
>> address in a database somewhere, perhaps?  The user isn't
>> listed in the Users section of the configuration screen.
>>
>> Thanks!
>
>

-- 



Regards,

Raymond Wong


Personal motto: P.E.A.C.E
Enjoy the present
Assert your goals
Champion peace
Entrust others


From matthew.seaman at thebunker.net  Wed Aug  5 15:04:34 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Wed, 05 Aug 2009 20:04:34 +0100
Subject: [rt-users] problem creating a user
In-Reply-To: <20090805184747.GE25804@SS002.siloamsprings.com>
References: <20090805184747.GE25804@SS002.siloamsprings.com>
Message-ID: <4A79D7C2.7070005@thebunker.net>

Christopher M. Hobbs wrote:
> When I try to create a user, I have been getting the
> following error:
> 
>     *  User could not be created: Email address in use
> 
> The user has created tickets via email before.  Is that 
> address in a database somewhere, perhaps?  The user isn't
> listed in the Users section of the configuration screen.

Yes -- if the user has sent correspondence via your RT instance then that
e-mail address will be listed as an unprivileged user in the RT database.
Unprivileged users aren't normally shown in the Users configuration screen,
but if you go there and search for eg. 'is not X' you'll be able to see and
click on the entry for that address. Hence you can just check the box to
'make this user privileged', and then fill in any of the other fields as
desired.

	Cheers,

	Matthew


-- 
Dr Matthew Seaman                     The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers            Marshborough Rd
Tel: +44 1304 814890                  Sandwich
Fax: +44 1304 814899                  Kent, CT13 0PL, UK

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From jscales at haverford.edu  Wed Aug  5 16:05:08 2009
From: jscales at haverford.edu (Jennifer Scales)
Date: Wed, 5 Aug 2009 13:05:08 -0700
Subject: [rt-users] Garbled text in history field in ticket
In-Reply-To: <20090805164004.GC2563@jibsheet.com>
References: <2724FD2D8A52834DA7397590B2F2F6AB405C2A4AAD@EXVMBX018-1.exch018.msoutlookonline.net>
	<20090805164004.GC2563@jibsheet.com>
Message-ID: <2724FD2D8A52834DA7397590B2F2F6AB405C2A4BD4@EXVMBX018-1.exch018.msoutlookonline.net>

That appears to have done the trick.  I updated to 3.8.4 and the problem appears to be resolved.  Thanks!

Jennifer Scales
Help Desk/Public Lab Coordinator
College Information Resources
Haverford College
jscales at haverford.edu
(610) 896-1373 

Haverford College Computing staff will never ask for your password in an email message. Please keep your passwords private to protect yourself and the security of our network. See https://www.haverford.edu/acc/protect/ for more information.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, August 05, 2009 12:40 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Garbled text in history field in ticket

On Wed, Aug 05, 2009 at 09:28:01AM -0700, Jennifer Scales wrote:
>    Frequently, when I copy/paste text into the message field when creating a ticket or adding to
>    an existing ticket, the text appears ok when I paste it, but is garbled when I view the ticket
>    after saving the updates.  It also adds line breaks, extra spaces, and cuts off part of the
>    message.  There does not appear to be consistency in terms of when this happens (it's not
>    specific to a particular browser or OS).  It seems that it may be adding html code to the
>    text?  I'm not sure what's happening.  I've also tried pasting the text into notepad to remove
>    all formatting before pasting it into the ticket but that doesn't always help.
> 
>    One thing I can say is that this only occurs if using the "reply" or "comment" option.  It is
>    always ok when adding text via "resolve".

There is no difference between the text boxes on Reply, Comment or Resolve.

There were a number of IE bugs fixed between 3.8.2 and the current
3.8.4 release and your bug sounds like something that was fixed for IE
in that timeframe

If you're able to replicate it in 3.8.4 you should file a bug with
reproduction steps.

-kevin

> 
>    I have a screen shot at [1]http://people.haverford.edu/jscales/rtexample.jpg  that exemplifies
>    some of what I'm experiencing.  In this example, the first two attempts to copy and paste the
>    email from a user resulted in cut off text.  The third time it displays fine and that was when
>    I pasted it into the ticket via "resolve".  The final comment in the ticket was typed in
>    directly as a comment.  I typed only "Sarah and Vasantha are working on this" and RT added the
>    extra text (which is displayed partly as boxes on my browser but shows as RT text in this
>    screenshot.)
> 
>    This is happening a lot (about 25% of tickets have at least something wrong with the text) and
>    it is not something that we can work around because it often results in lost comments/text.
>    We just launched RT for our help desk and this is very problematic.  I'm desperate to fix this
>    before the school year starts again at the end of this month.  Can anyone help?  Any ideas?
>    Has this been seen before?
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: 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 jscales at haverford.edu  Wed Aug  5 16:06:26 2009
From: jscales at haverford.edu (Jennifer Scales)
Date: Wed, 5 Aug 2009 13:06:26 -0700
Subject: [rt-users] Custom Field ordering problem
In-Reply-To: <2724FD2D8A52834DA7397590B2F2F6AB40557A3F04@EXVMBX018-1.exch018.msoutlookonline.net>
References: <2724FD2D8A52834DA7397590B2F2F6AB40557A3F04@EXVMBX018-1.exch018.msoutlookonline.net>
Message-ID: <2724FD2D8A52834DA7397590B2F2F6AB405C2A4BD7@EXVMBX018-1.exch018.msoutlookonline.net>

FYI - I upgraded to 3.8.4 and this problem is now resolved.

Jennifer Scales
Help Desk/Public Lab Coordinator
College Information Resources
Haverford College
jscales at haverford.edu
(610) 896-1373

Haverford College Computing staff will never ask for your password in an email message. Please keep your passwords private to protect yourself and the security of our network. See https://www.haverford.edu/acc/protect/ for more information.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jennifer Scales
Sent: Friday, July 10, 2009 3:37 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Custom Field ordering problem


Hey all,



I'm having a problem with the ordering of custom fields on the "Create a new ticket" page, and I'm hoping someone can point me in the right direction.



The order in which the custom fields display on the 'Create Ticket' page bears no actual relationship to the ordering set with the web-based admin tools.



I verified the SortOrder directly in the DB, and this matches what I see on the admin config page.



I then did some digging in the source code and traced it to the /Ticket/Elements/EditCustomFields code and the 'iterator'-like calls to the $CustomFields->Next function. Seeing that, I tried re-calling the OrderByCols function of the CustomFields collection in the %INIT block of the EditCustomFields like so:





$CustomFields->OrderByCols(

         { ALIAS => 'main',

           FIELD => 'SortOrder',

           ORDER => 'ASC' }

     );



Still no dice - the Next iterator is ignoring the SortOrder for no reason I can fathom, and trying to make a coherent layout is nigh impossible.



Has anyone else seen this, or can suggest a solution or workaround?

FWIW, I'm using RT 3.8.2.



Thanks in advance,

Jennifer Scales
Help Desk/Public Lab Coordinator
College Information Resources
Haverford College
jscales at haverford.edu
(610) 896-1373

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From jhartshorn at seattletimes.com  Wed Aug  5 16:23:18 2009
From: jhartshorn at seattletimes.com (Joel Hartshorn)
Date: Wed, 5 Aug 2009 13:23:18 -0700
Subject: [rt-users] Custom Report
In-Reply-To: <4A79D7C2.7070005@thebunker.net>
References: <20090805184747.GE25804@SS002.siloamsprings.com>
	<4A79D7C2.7070005@thebunker.net>
Message-ID: <AF752BCA9C593C40B67D85AB98090C700B37CF@PEXCHVD.seatimes.com>

 
Ok,

I am looking at a way to extract a report from the Perl API that will...

Group All Tickets By Queue | Type...

Is there syntax for the CLI that will enable me to do grouping / aggregate
types of reports?  Can I do this through the Search API and save this as a
search for generating a scheduled report?

Joel Hartshorn
Internet Engineer/New Media
The Seattle Times Company
206 464 2323
nwsource.com | seattletimes.com 

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From scottlinux at gmail.com  Wed Aug  5 17:10:17 2009
From: scottlinux at gmail.com (Scott Miller)
Date: Wed, 5 Aug 2009 14:10:17 -0700
Subject: [rt-users] inline images in RTFM
Message-ID: <a659a5260908051410w45701562we4d55054add9dccc@mail.gmail.com>

Hi all, searching past threads a year or so old had no replies on this
one. Has anyone figured out how to make inline images in RTFM? Ideally
I'm looking for online documentation with screenshots along the way
throughout the article.

Various wiki and html tags I've tried seem to not allow images in that
wikitext field. Help! Thanks,

-- 
Scott


From tyler at tylerhall.net  Wed Aug  5 17:10:39 2009
From: tyler at tylerhall.net (Tyler Hall)
Date: Wed, 5 Aug 2009 14:10:39 -0700
Subject: [rt-users] Adding requestors based on CC?
Message-ID: <86d53a100908051410p3aaf14cem3e0cf1f28009b8cb@mail.gmail.com>

Is it possible to automatically add people to requestors if they are CC'd in
the email?

A lot of times customers will email their group and email us, therefore when
we reply it will only get sent to them.

Thanks.
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From michael_ellis at umanitoba.ca  Thu Aug  6 01:31:04 2009
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Thu, 6 Aug 2009 00:31:04 -0500
Subject: [rt-users] Custom Scrip Failing (using example from RT Essentials)
	and User Details not accessible
Message-ID: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>

One of the biggest complaints from my privileged users during our testing of RT is that the requestor's phone number is not presented to them conveniently. We currently handle the bulk of our support by phone, so some of them are standing at my office door with torches and pitchforks.

To rectify this I am trying to implement the custom scrip found on page 81 of the RT Essentials book, and customize it to pull up phone numbers instead of departments.

The customized scrip is:

1    my $email = ($self->TicketObj->RequestorAddresses)[0];
2   
3   my $ldap = Net::LDAP->new( 'someserver.umanitoba.ca' );
4    $ldap->bind;
5   
6    my $msg = $ldap->search( base   => 'o="University of Manitoba,c="ca"',
7                            filter => "(mail=$email)",
8                           );
9     
10    my $entry = $msg->entry(0);
11   
12    my $phone= $entry->get_value('telephoneNumber');
13    
14    my $cf = RT::CustomField->new( $RT::SystemUser );
15    $cf->LoadByName( Name => 'RequestorPhone' );
16     
17    $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => $phone);
18     
19    return 1;

Changes from the original are
3 Server
6 Base
7 email -> mail (what our non-standard ldap calls it)
12 $dept -> $phone
15 my custom field
17 $dept -> $phone

The custom field RequestorPhone is not being set, though. RT's debug log shows the entry:

[error]: Scrip 16 Prepare failed: Can't call method "get_value" on an undefined value at (eval 8643) line 12.

Could someone help me get this working, or share what they have done?

Secondly, I am having an issue that when my privileged users click on a requestor in the people tab of a ticket, they are presented with:

"Time to display: 0.009515

?|? RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC."

Root/Superuser is taken to the requestor's details.

So right now, my people have no way to obtain the requestor's phone number from within RT. So what are they doing is falling back to our old helpdesk system and in frustration entering the calls there. This is jeopardizing the acceptance and adoption of RT as a replacement for our old system.

I'm sure that I've made one or two (or more) simple errors and wish I could spend more time looking into this before going to the forum, but the townspeople are at the castle gates.

TIA,

Mike
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From JoopvandeWege at mococo.nl  Thu Aug  6 02:36:08 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Thu, 06 Aug 2009 08:36:08 +0200
Subject: [rt-users] inline images in RTFM
In-Reply-To: <a659a5260908051410w45701562we4d55054add9dccc@mail.gmail.com>
References: <a659a5260908051410w45701562we4d55054add9dccc@mail.gmail.com>
Message-ID: <4A7A79D8.7050607@mococo.nl>

Scott Miller wrote:
> Hi all, searching past threads a year or so old had no replies on this
> one. Has anyone figured out how to make inline images in RTFM? Ideally
> I'm looking for online documentation with screenshots along the way
> throughout the article.
>
> Various wiki and html tags I've tried seem to not allow images in that
> wikitext field. Help! Thanks,
>
>   
I have hacked, I think, the module RTFM depends on or else something in 
RTFM itself. Can't remember the exact name right now and removed what 
looks like some kind of protection or some force blocking of HTML. After 
that ANY html is allowed also img, http by directly inserting the html 
tags. In that way I'm able to reference attachments from Tickets which 
then display fine in RTFM for example.

I wrote about this some time ago this year so you should be able to find 
it else let me know and I'll try to dig this up from our test environment.

Regards,

Joop



From justin.hayes at orbisuk.com  Thu Aug  6 03:03:27 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 6 Aug 2009 08:03:27 +0100
Subject: [rt-users] Relationship Graphs not working in RT 3.8.4
In-Reply-To: <20090805163625.GB2563@jibsheet.com>
References: <63FE8C58-53E4-4A49-8C71-83B3632686BD@orbisuk.com><20090805155833.GA2563@jibsheet.com><7EA7524B-D7E4-42B1-8C13-C11CA94D30CF@orbisuk.com>
	<20090805163625.GB2563@jibsheet.com>
Message-ID: <CC755921-6D00-4935-99A5-BD1000A0C1F6@orbisuk.com>

Simply installing IPC::Run::SafeHandles did the trick.

Thanks Kevin!

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




On 5 Aug 2009, at 17:36, Kevin Falcone wrote:

> On Wed, Aug 05, 2009 at 05:11:22PM +0100, Justin Hayes wrote:
>> I didn't do the initial install, but I'm guessing probably not...
>> Is there any way to do it retrospectively?
>
> Just try installing IPC::Run::SafeHandles
> You can reconfigure while saying --enable-graphviz and just run make
> testdeps
>
> -kevin
>
>>
>>
>> On 5 Aug 2009, at 16:58, Kevin Falcone wrote:
>>
>>> On Wed, Aug 05, 2009 at 12:26:16PM +0100, Justin Hayes wrote:
>>>> Anyone had any problems getting the ticket relation graphing
>>>> stuff working under RT3.8.4?
>>>> I've installed various libgd packages and installed GD and
>>>> GraphViz over CPAN. I now get the
>>>> 'Graph' link in the Links section of Ticket Metadata but
>>>> clicking on it gives me this:
>>>
>>> Did you run ./configure with --enable-graphviz ?
>>> My guess is that you're missing IPC::Run::SafeHandles
>>>
>>> -kevin
>>>
>>>> Error during compilation of /opt/rt3/share/html/Ticket/Graphs/
>>>> index.html: Attempt to reload
>>>> RT/Graph/Tickets.pm aborted. Compilation failed in require at
>>>> /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>>>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78]
>>>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/
>>>> perl5/HTML/Mason/Interp.pm:811]
>>>> [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/
>>>> HTML/Mason/Request.pm:246]
>>>> [/usr/share/perl5/HTML/Mason/Request.pm:211]
>>>> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
>>>> [/usr/share/perl5/Class/Container.pm:275]
>>>> [/usr/share/perl5/Class/Container.pm:353]
>>>> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>>>> [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/
>>>> HTML/Mason/CGIHandler.pm:124]
>>>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/
>>>> mason_handler.fcgi:79] BEGIN
>>>> failed--compilation aborted at
>>>> /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack:
>>>> [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/share/
>>>> perl5/HTML/Mason/Interp.pm:811]
>>>> [/usr/share/perl5/HTML/Mason/Interp.pm:441] [/usr/share/perl5/
>>>> HTML/Mason/Request.pm:246]
>>>> [/usr/share/perl5/HTML/Mason/Request.pm:211]
>>>> [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
>>>> [/usr/share/perl5/Class/Container.pm:275]
>>>> [/usr/share/perl5/Class/Container.pm:353]
>>>> [/usr/share/perl5/HTML/Mason/Interp.pm:348]
>>>> [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/
>>>> HTML/Mason/CGIHandler.pm:124]
>>>> [/usr/share/perl5/HTML/Mason/CGIHandler.pm:73] [/opt/rt3/bin/
>>>> mason_handler.fcgi:79]
>>>> Cheers,
>>>> Justin
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> Orbis Support Manager
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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 elacour at easter-eggs.com  Thu Aug  6 03:34:13 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 6 Aug 2009 09:34:13 +0200
Subject: [rt-users] Custom Field: Include Page
In-Reply-To: <19834d100908051211g6330d3f9jdc7508ae637185f6@mail.gmail.com>
References: <19834d100908051209i5fa7b0bamfbc8a254d2a2926d@mail.gmail.com>
	<19834d100908051211g6330d3f9jdc7508ae637185f6@mail.gmail.com>
Message-ID: <20090806073412.GA14022@easter-eggs.com>

On Wed, Aug 05, 2009 at 04:11:16PM -0300, Gustavo Campos wrote:
> There seems to be no documentation at all for this feature. I tried
> the lists and the wiki, but it looks the few ones that asked about it
> haven't been answered.
> 

Humm are you talking about external CFs ?

If so, documentation is in RT source directory:

perldoc docs/creating_external_custom_fields.pod



From justin.hayes at orbisuk.com  Thu Aug  6 04:10:58 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 6 Aug 2009 09:10:58 +0100
Subject: [rt-users] Dashboard subscriptions not working in RT 3.8.4
Message-ID: <7AEC7F43-FB49-4FE8-A0E2-E6C67C5F5781@orbisuk.com>

Hopefully my last question before I get 3.8.4 live :)

I've playing around with the new 'dashboards' functionality. It all  
looks very useful, and I think my customers would like it as well,  
however I can't seem to get subscriptions to work.

I've set up a dashboard and configured it to mail me daily at 1pm but  
I never get any emails. Are there any configs I have to turn on to get  
this to work? I'm getting other RT mails from the system so it's not  
like mail is broken or something.

Cheers in advance,

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From JoopvandeWege at mococo.nl  Thu Aug  6 08:38:53 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 06 Aug 2009 14:38:53 +0200
Subject: [rt-users] Dashboard subscriptions not working in RT 3.8.4
In-Reply-To: <7AEC7F43-FB49-4FE8-A0E2-E6C67C5F5781@orbisuk.com>
References: <7AEC7F43-FB49-4FE8-A0E2-E6C67C5F5781@orbisuk.com>
Message-ID: <4A7ACEDD.6060407@mococo.nl>

Justin Hayes wrote:
> Hopefully my last question before I get 3.8.4 live :)
> 
> I've playing around with the new 'dashboards' functionality. It all  
> looks very useful, and I think my customers would like it as well,  
> however I can't seem to get subscriptions to work.
> 
> I've set up a dashboard and configured it to mail me daily at 1pm but  
> I never get any emails. Are there any configs I have to turn on to get  
> this to work? I'm getting other RT mails from the system so it's not  
> like mail is broken or something.
Did you setup your crontab to contain the following?

0 * * * * /opt/rt3/sbin/rt-email-dashboards

Regards,

Joop


From guhcampos at gmail.com  Thu Aug  6 08:53:09 2009
From: guhcampos at gmail.com (Gustavo Campos)
Date: Thu, 6 Aug 2009 09:53:09 -0300
Subject: [rt-users] Custom Field: Include Page
In-Reply-To: <20090806073412.GA14022@easter-eggs.com>
References: <19834d100908051209i5fa7b0bamfbc8a254d2a2926d@mail.gmail.com> 
	<19834d100908051211g6330d3f9jdc7508ae637185f6@mail.gmail.com> 
	<20090806073412.GA14022@easter-eggs.com>
Message-ID: <19834d100908060553y32767f1odf830aacb49de587@mail.gmail.com>

Yeah that was it.

jibsheet on the IRC channel enlightened me about my misunderstanding,
I was trying to use the wrong feature =)

Guess I'll have to learn perl to get that done =/

On Thu, Aug 6, 2009 at 4:34 AM, Emmanuel Lacour<elacour at easter-eggs.com> wrote:
> On Wed, Aug 05, 2009 at 04:11:16PM -0300, Gustavo Campos wrote:
>> There seems to be no documentation at all for this feature. I tried
>> the lists and the wiki, but it looks the few ones that asked about it
>> haven't been answered.
>>
>
> Humm are you talking about external CFs ?
>
> If so, documentation is in RT source directory:
>
> perldoc docs/creating_external_custom_fields.pod
>
>



-- 
--
Gustavo Campos
Sistemas de Informa??o - UFMG


From justin.hayes at orbisuk.com  Thu Aug  6 09:02:45 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 6 Aug 2009 14:02:45 +0100
Subject: [rt-users] Dashboard subscriptions not working in RT 3.8.4
In-Reply-To: <4A7ACEDD.6060407@mococo.nl>
References: <7AEC7F43-FB49-4FE8-A0E2-E6C67C5F5781@orbisuk.com>
	<4A7ACEDD.6060407@mococo.nl>
Message-ID: <126F4035-E7C3-46C1-9DC6-D39A920F2F37@orbisuk.com>

Totally my bad - forgot to check the README. Thanks for that Joop and  
sorry for wasting your time!

Justin

10  Set up automated recurring tasks (cronjobs):

     To generate email digest messages, you must arrange for the  
provided
     utility to be run once daily, and once weekly. You may also want to
     arrange for the rt-email-dashboards utility to be run hourly.
     For example, if your task scheduler is cron, you can configure it  
as
     follows:

         crontab -e    # as the RT administrator (probably root)
         # insert the following lines:
         0 0 * * * /opt/rt3/sbin/rt-email-digest -m daily
         0 0 * * 0 /opt/rt3/sbin/rt-email-digest -m weekly
         0 * * * * /opt/rt3/sbin/rt-email-dashboards



-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




On 6 Aug 2009, at 13:38, Joop van de Wege wrote:

> Justin Hayes wrote:
>> Hopefully my last question before I get 3.8.4 live :)
>> I've playing around with the new 'dashboards' functionality. It  
>> all  looks very useful, and I think my customers would like it as  
>> well,  however I can't seem to get subscriptions to work.
>> I've set up a dashboard and configured it to mail me daily at 1pm  
>> but  I never get any emails. Are there any configs I have to turn  
>> on to get  this to work? I'm getting other RT mails from the system  
>> so it's not  like mail is broken or something.
> Did you setup your crontab to contain the following?
>
> 0 * * * * /opt/rt3/sbin/rt-email-dashboards
>
> Regards,
>
> Joop



From alibby at xforty.com  Thu Aug  6 09:30:33 2009
From: alibby at xforty.com (Andrew Libby)
Date: Thu, 06 Aug 2009 09:30:33 -0400
Subject: [rt-users] RT Essentials, still revelant
Message-ID: <4A7ADAF9.1030504@xforty.com>


I'm considering the RT Essentials book, though noticed it's
publication date is in 2005.  Thats almost 4 years old.
I've been using RT about that long and I fear it's changed
enough that the essentials book is not as relevant as it
could be.

Can anyone weigh in on this?

Thanks.

Andy

-- 

===============================================
xforty technologies
Andrew Libby
alibby at xforty.com
http://xforty.com
===============================================



From ktm at rice.edu  Thu Aug  6 09:34:16 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 6 Aug 2009 08:34:16 -0500
Subject: [rt-users] RT Essentials, still revelant
In-Reply-To: <4A7ADAF9.1030504@xforty.com>
References: <4A7ADAF9.1030504@xforty.com>
Message-ID: <20090806133416.GT6960@it.is.rice.edu>

On Thu, Aug 06, 2009 at 09:30:33AM -0400, Andrew Libby wrote:
> 
> I'm considering the RT Essentials book, though noticed it's
> publication date is in 2005.  Thats almost 4 years old.
> I've been using RT about that long and I fear it's changed
> enough that the essentials book is not as relevant as it
> could be.
> 
> Can anyone weigh in on this?
> 
> Thanks.
> 
> Andy
> 
Hi Andy,

We still find the book pertinent as the basics which it
covers are still the same in the current release as well
as the techniques used to tune and adjust the system/code.

Regards,
Ken


From todd at chaka.net  Thu Aug  6 09:54:40 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 6 Aug 2009 09:54:40 -0400
Subject: [rt-users] RT Essentials, still revelant
In-Reply-To: <4A7ADAF9.1030504@xforty.com>
References: <4A7ADAF9.1030504@xforty.com>
Message-ID: <519782dc0908060654g327ff476x31c1baf8d007442@mail.gmail.com>

I think the book is still as relevant as it was when it came out.
That's not a review. Just saying it's not generally out of date,
though the screenshots are out of date because of UI styling changes.

On Thu, Aug 6, 2009 at 9:30 AM, Andrew Libby<alibby at xforty.com> wrote:
>
> I'm considering the RT Essentials book, though noticed it's
> publication date is in 2005. ?Thats almost 4 years old.
> I've been using RT about that long and I fear it's changed
> enough that the essentials book is not as relevant as it
> could be.
>
> Can anyone weigh in on this?
>
> Thanks.
>
> Andy
>
> --
>
> ===============================================
> xforty technologies
> Andrew Libby
> alibby at xforty.com
> http://xforty.com
> ===============================================
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From kfcrocker at lbl.gov  Thu Aug  6 12:09:31 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 06 Aug 2009 09:09:31 -0700
Subject: [rt-users] Custom Scrip Failing (using example from RT
 Essentials) and User Details not accessible
In-Reply-To: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
Message-ID: <4A7B003B.5030506@lbl.gov>

Mike,

I understand your frustration. I'm not familiar with that scrip, nor do 
I usually write scrips that go against the USER Table. However, I was 
thinking about how I would do it and I would want to try something that 
captures the Requesors phone number at the time the ticket is created 
and stuff it into a Custom Field. That way whenever the ticket is looked 
at, the phone number could be displayed. An alternative of that would be 
to modify the ticket display code (make a local copy of 
/share/html/Ticket/Display.html) to display the Requestors phone when 
accessed. That way you would always get the current Requestor (in case 
it was changed after creation). I'm not sure, but if there is a 
$Self->TransactionObj and a $Self->TicketObj then perhaps there is also 
a $Self->UserObj that would allow you to get to the Users phone.
Perhaps there is someone out there that can pass on any of that kind of 
knowledge.

Kenn
LBNL


On 8/5/2009 10:31 PM, Michael Ellis wrote:
> One of the biggest complaints from my privileged users during our 
> testing of RT is that the requestor's phone number is not presented to 
> them conveniently. We currently handle the bulk of our support by 
> phone, so some of them are standing at my office door with torches and 
> pitchforks.
>  
> To rectify this I am trying to implement the custom scrip found on 
> page 81 of the RT Essentials book, and customize it to pull up phone 
> numbers instead of departments.
>  
> The customized scrip is:
>  
> 1    my $email = ($self->TicketObj->RequestorAddresses)[0];
> 2   
> 3   my $ldap = Net::LDAP->new( 'someserver.umanitoba.ca' );
> 4    $ldap->bind;
> 5   
> 6    my $msg = $ldap->search( base   => 'o="University of 
> Manitoba,c="ca"',
> 7                            filter => "(mail=$email)",
> 8                           );
> 9    
> 10    my $entry = $msg->entry(0);
> 11  
> 12    my $phone= $entry->get_value('telephoneNumber');
> 13   
> 14    my $cf = RT::CustomField->new( $RT::SystemUser );
> 15    $cf->LoadByName( Name => 'RequestorPhone' );
> 16    
> 17    $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => 
> $phone);
> 18    
> 19    return 1;
>  
> Changes from the original are
> 3 Server
> 6 Base
> 7 email -> mail (what our non-standard ldap calls it)
> 12 $dept -> $phone
> 15 my custom field
> 17 $dept -> $phone
>  
> The custom field RequestorPhone is not being set, though. RT's debug 
> log shows the entry:
>  
> [error]: Scrip 16 Prepare failed: Can't call method "get_value" on an 
> undefined value at (eval 8643) line 12.
>  
> Could someone help me get this working, or share what they have done?
>  
> Secondly, I am having an issue that when my privileged users click on 
> a requestor in the people tab of a ticket, they are presented with:
>  
> "Time to display: 0.009515
>  
> ?|? RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC."
>  
> Root/Superuser is taken to the requestor's details.
>  
> So right now, my people have no way to obtain the requestor's phone 
> number from within RT. So what are they doing is falling back to our 
> old helpdesk system and in frustration entering the calls there. This 
> is jeopardizing the acceptance and adoption of RT as a replacement for 
> our old system.
>  
> I'm sure that I've made one or two (or more) simple errors and wish I 
> could spend more time looking into this before going to the forum, but 
> the townspeople are at the castle gates.
>  
> TIA,
>  
> Mike
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From curtisb at vianet.ca  Thu Aug  6 12:00:01 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 06 Aug 2009 12:00:01 -0400
Subject: [rt-users] Set due date from extracted field?
Message-ID: <4A7AFE01.8060000@vianet.ca>

Does anyone know if you can set the due date based on a string/field in 
the e-mail/body.  I'm using ExtractCustomFieldValues for custom fields, 
the functionality would be similar. I know this could be an issue for 
the queue option (due in x days), ideally it could override that if 
specified. I imagine I'll need a custom scrip for this. Has anyone tried 
to do this or has a good Scrip reference to get started?


From falcone at bestpractical.com  Thu Aug  6 12:37:57 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 12:37:57 -0400
Subject: [rt-users] Adding requestors based on CC?
In-Reply-To: <86d53a100908051410p3aaf14cem3e0cf1f28009b8cb@mail.gmail.com>
References: <86d53a100908051410p3aaf14cem3e0cf1f28009b8cb@mail.gmail.com>
Message-ID: <20090806163757.GB11737@jibsheet.com>

On Wed, Aug 05, 2009 at 02:10:39PM -0700, Tyler Hall wrote:
>    Is it possible to automatically add people to requestors if they are CC'd in the email?
> 
>    A lot of times customers will email their group and email us, therefore when we reply it will
>    only get sent to them.

For Ticket Creation, look at ParseNewMessageForTicketCcs in your
config

-kevin


From falcone at bestpractical.com  Thu Aug  6 12:42:55 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 12:42:55 -0400
Subject: [rt-users] Set due date from extracted field?
In-Reply-To: <4A7AFE01.8060000@vianet.ca>
References: <4A7AFE01.8060000@vianet.ca>
Message-ID: <20090806164255.GC11737@jibsheet.com>

On Thu, Aug 06, 2009 at 12:00:01PM -0400, Curtis Bruneau wrote:
> Does anyone know if you can set the due date based on a string/field in 
> the e-mail/body.  I'm using ExtractCustomFieldValues for custom fields, 
> the functionality would be similar. I know this could be an issue for 
> the queue option (due in x days), ideally it could override that if 
> specified. I imagine I'll need a custom scrip for this. Has anyone tried 
> to do this or has a good Scrip reference to get started?

Just use this feature from ECFVs

<cf-name>     is the name of a custom field (must be created in RT)
              If this field is blank, the match will be run and Postcmd
              will be executed, but no custom field will be updated.
              Use this if you need to execute other RT code based on
              your match.

You can call SetDue on the ticket

-kevin


From falcone at bestpractical.com  Thu Aug  6 12:44:18 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 12:44:18 -0400
Subject: [rt-users] unable to view attachment
In-Reply-To: <Pine.LNX.4.64.0908051134380.31369@shell2.pilotsupplies.com>
References: <Pine.LNX.4.64.0908051056200.31369@shell2.pilotsupplies.com>
	<20090805182352.GA11737@jibsheet.com>
	<Pine.LNX.4.64.0908051134380.31369@shell2.pilotsupplies.com>
Message-ID: <20090806164418.GD11737@jibsheet.com>

On Wed, Aug 05, 2009 at 11:46:19AM -0700, raymond at pilotsupplies.com wrote:
> Hi Kevin,
> 
> Thank you for the reply. This is a new 3.8.4 install on Debian 9.04 and I 
> have not made any changes to the code. All unprviledged users when 

The face that you have redir.asp in there speaks to some sort of
wackiness (or some sort of outlook shenanigans)

> log in http://helpdesk.abc.com it 
> automatially redirects to http://helpdesk.abc.com/SelfService/
> 
> currently all unpriviledge  users can create and reply to tickets via 
> email and can 
> log into web and create tickets. but when unpriviled users create ticket 
> using the web, and when create ticket button is pressed, user receive
>   "[error]: WebRT: No permission to view newly created 10002
> ticket"

Sounds like you want to grant Requestors the ShowTicket right so they
can see the ticket they just created.

> 
> don't know if this is a contributing factor or something else.

-kevin

> 
> On Wed, 5 Aug 2009, Kevin Falcone wrote:
> 
> > On Wed, Aug 05, 2009 at 11:11:31AM -0700, raymond at pilotsupplies.com wrote:
> >> Hi,
> >>
> >> unprivileged user create ticket,
> >> priviledged helpdesk user  reply with ticket, with attachment
> >> unpriviled user received email with attachment link
> >>
> >> https://helpdesk.abc.com/exchweb/bin/redir.asp?URL=http://helpdesk.abc.com//Ticket/Attachment/284344/263337/7103344_2_Virtual_Office_Quick_Reference_Guide.pdf
> >
> > This appears to be your own custom code generating this link
> > Unprivileged users would access attachments at
> > /SelfService/Attachment/ rather than /Ticket/Attachment/
> >
> > -kevin
> >
> >>
> >> when user clicks on this links it brings user to
> >>
> >> http://helpdesk.abc.com/SelfService/
> >>
> >> when unpriviledge user log in
> >>
> >> there is no attachment.
> >>
> >>
> >> however, when a privilege user logs in, using IE, it asked to save this
> >> file. in Firefox 3.5 it dispalys the page in the broser.
> >>
> >> This must be some kind of permission. I looked at the permissions but
> >> don't know where it is applied.
> >>
> >> appreciate any assistance!
> >>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> 
> -- 
> 
> 
> 
> Regards,
> 
> Raymond Wong
> 
> 
> Personal motto: P.E.A.C.E
> Enjoy the present
> Assert your goals
> Champion peace
> Entrust others
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From falcone at bestpractical.com  Thu Aug  6 12:45:14 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 12:45:14 -0400
Subject: [rt-users] Malformed sort order header links in Quick Search ->
 (queue-name)
In-Reply-To: <fa762cdb0907311958s6c45e1cbo578fb113712ced03@mail.gmail.com>
References: <4A7141BB.8070400@connect.com.au>
	<20090731164350.GA12588@jibsheet.com>
	<fa762cdb0907311958s6c45e1cbo578fb113712ced03@mail.gmail.com>
Message-ID: <20090806164514.GE11737@jibsheet.com>

On Sat, Aug 01, 2009 at 12:58:42PM +1000, Leif Terrens wrote:
>    Cheers Kevin - I actually found that I made a silly mistake by not thoroughly testing it with
>    all browsers/platforms. It seems that the lack of action when attempting to sort a queue via
>    those links is particular only to the newest release of Firefox - version 3.5 and upwards ( at
>    least, on Linux/Ubuntu ). The page operates fine with Firefox 3.0 series, and Internet
>    Explorer latest versions.

Fails in what way?  I don't see an error with 3.5 on os-x and haven't
seen a bug report from people using firefox+linux

-kevin


From falcone at bestpractical.com  Thu Aug  6 12:46:30 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 12:46:30 -0400
Subject: [rt-users] Attachments missing in RESOLVE email
In-Reply-To: <24766854.post@talk.nabble.com>
References: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry>
	<24766854.post@talk.nabble.com>
Message-ID: <20090806164630.GF11737@jibsheet.com>

On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote:
> 
> gyus, you've started the discussion about something else. 
> 
> I've noticed, that in the Resolve email the attachments are not sent out.
> For example:
> 
> I'm working on some ticket, and found some solution for the issue, that some
> .EXE patch must be applied. So I go to ticket, click on RESOLVE and put into
> attachment that .EXE patch file. And will write, that issue was resolved and
> the user must apply locally the patch which is attached in the resolution
> email. 
> 
> But in the resolution email which user received the attachment wasn't. Is
> there some workaround how to have attachment in it  ?

Miroslav

The 'On Resolve' Scrip runs as a separate transaction, it runs during
the resolve, not during the comment, so there are no attachments to
send.  You either need to steal some of the code linked from previous
posts to look for the previous transaction's attachments or disable
this script and change RT to send Correspondence rather than Comments
when a ticket is resolved, and then RT-Attach will work

-kevin


From falcone at bestpractical.com  Thu Aug  6 12:47:16 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 12:47:16 -0400
Subject: [rt-users] Adding arbitrary CC email addresses?
In-Reply-To: <18583122-CCD2-4572-B6CD-69F95356D9BF@baker.edu>
References: <5A7267C2-B9BF-4FB2-9DB1-551010DDD88C@baker.edu>
	<20090731195732.GC12588@jibsheet.com>
	<18583122-CCD2-4572-B6CD-69F95356D9BF@baker.edu>
Message-ID: <20090806164716.GG11737@jibsheet.com>

On Mon, Aug 03, 2009 at 02:57:01PM -0400, Johnathan Bell wrote:
>    On Jul 31, 2009, at 3:57 PM, Kevin Falcone wrote:
> 
>      On Fri, Jul 31, 2009 at 03:18:10PM -0400, Johnathan Bell wrote:
> 
>      RT creates a User account behind your back when you do that.
>      They're an unprivileged user without a password, but RT needs the User
>      account to track things internally.
> 
>    That makes sense....
> 
>      Are you using RT::Authen::ExternalAuth or just normal RT auth?
>      If the former, go look at the AutoCreateNonExternalUsers config
>      setting (and your logs)
> 
>    Yes. Set that to "1" and it
>    works.... Just to be sure, these people who are "auto created" can't log in to RT? How are they keyed, by email address?

If they don't have a password or an entry in LDAP they won't be able
to log in.  Search for users with that email address and you'll find
their user record.

-kevin


From falcone at bestpractical.com  Thu Aug  6 12:49:57 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 12:49:57 -0400
Subject: [rt-users] Unowned tickets older then 24h are not displayed in
 Home page
In-Reply-To: <24808974.post@talk.nabble.com>
References: <24808974.post@talk.nabble.com>
Message-ID: <20090806164957.GH11737@jibsheet.com>

On Tue, Aug 04, 2009 at 06:45:52AM -0700, Miroslav Horvath wrote:
> We saw, that on home page in "X newest unowned tickets" there are displayed
> only tickets which are not older than 24h ours.
> 
> If there are some new unowned tickets, which are older, they are not
> displayed here. 
> 
> Is there some settings to set this ? So each unowned ticket will be
> displayed there, not only tickets <24h. 

There is no 24h limit in the shipped version of that search.
Is it possible you've overflown the 10 tickets that should appear, or
that there are a number of unowned tickets that you don't have
permission to see?  

Does clicking on the title of the search get you all the tickets?

You may also consider testing the UseSQLForACLChecks config option if
you believe that the list is truncated to < X because of permissions.

-kevin


From falcone at bestpractical.com  Thu Aug  6 12:50:31 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 12:50:31 -0400
Subject: [rt-users] Question about email submission of tickets
In-Reply-To: <7C4182FA-3B17-4D24-AAEB-72AD6D8D43BB@umbc.edu>
References: <7C4182FA-3B17-4D24-AAEB-72AD6D8D43BB@umbc.edu>
Message-ID: <20090806165031.GI11737@jibsheet.com>

On Tue, Aug 04, 2009 at 06:58:47AM -0400, Joe Kirby wrote:
> This is my first time on the list and hopefully this question is  
> appropriate for it.
> 
> I am a manager type who has been responsible for configuration and  
> communication of RT to our campus. I have a talented Perl developer  
> part-part time.
> 
> We have been live since 2-23-2009 and have had great success.
> 
> My question is email submission for ticket creation. We currently can  
> create a ticket via email just fine and place it in the appropriate  
> queue, etc. but we do not seem to be able to include a custom field  
> value as part of the transmission from email to RT.
> 
> We have several system jobs which create tickets and it would be much  
> better to have an additional piece of metadata on a ticket than to  
> have to create several queues just so I can differentiate type of issues
> 
> Any help is greatly appreciated

Joe

You should investigate the RT-Extension-ExtractCustomFieldValues
module, it lets you parse incoming mail for information that should be
added to custom fields.

-kevin


From curtisb at vianet.ca  Thu Aug  6 12:49:46 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 06 Aug 2009 12:49:46 -0400
Subject: [rt-users] Set due date from extracted field?
In-Reply-To: <20090806164255.GC11737@jibsheet.com>
References: <4A7AFE01.8060000@vianet.ca> <20090806164255.GC11737@jibsheet.com>
Message-ID: <4A7B09AA.4050007@vianet.ca>

Thanks for the reply, this could be very handy for other things as well. 
I was able to make a User Defined action to accomplish the same thing, 
it's a variant of SetTicketPropertiesViaMail using the SetDue method. It 
appears to be setting it in UTC though i'll have to offset this to 
reflect local time, the web interface seems to do this already.

Curtis

Kevin Falcone wrote:
> On Thu, Aug 06, 2009 at 12:00:01PM -0400, Curtis Bruneau wrote:
>   
>> Does anyone know if you can set the due date based on a string/field in 
>> the e-mail/body.  I'm using ExtractCustomFieldValues for custom fields, 
>> the functionality would be similar. I know this could be an issue for 
>> the queue option (due in x days), ideally it could override that if 
>> specified. I imagine I'll need a custom scrip for this. Has anyone tried 
>> to do this or has a good Scrip reference to get started?
>>     
>
> Just use this feature from ECFVs
>
> <cf-name>     is the name of a custom field (must be created in RT)
>               If this field is blank, the match will be run and Postcmd
>               will be executed, but no custom field will be updated.
>               Use this if you need to execute other RT code based on
>               your match.
>
> You can call SetDue on the ticket
>
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>
>   



From jpierce at cambridgeenergyalliance.org  Thu Aug  6 12:49:22 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 6 Aug 2009 12:49:22 -0400
Subject: [rt-users] Custom Scrip Failing (using example from RT
	Essentials) and User Details not accessible
In-Reply-To: <4A7B003B.5030506@lbl.gov>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
	<4A7B003B.5030506@lbl.gov>
Message-ID: <be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com>

I strongly recommend storing this information in the requestor, and
then pulling it from there,
as Ken suggest. We use REST to create tickets, and create the
requestor with such details
before hand, but I've written a scrip to extract such information from
a vCard, which could be
of use: http://wiki.bestpractical.com/view/OnCreateSetUserDetails


From raymond at pilotsupplies.com  Thu Aug  6 12:59:30 2009
From: raymond at pilotsupplies.com (raymond at pilotsupplies.com)
Date: Thu, 6 Aug 2009 09:59:30 -0700 (PDT)
Subject: [rt-users] Segmentation Fault - RT3.8.4 - Apache2
Message-ID: <Pine.LNX.4.64.0908060931390.1515@shell2.pilotsupplies.com>

Hi,

ubuntu 9.04 dual Xeon process, 2GB memory.
New install RT 3.8.4 with imported RT 3.2.2 database and followed the 
README.txt and Upgrading.mysql docs.

For what ever reasons, when RT has been idled for a period of some hours, 
more like 10 hours, when people are not accessing via website, than when I
logs in and hit http://helpdesk.mydomain.com I get 
a blank white page and sometimes the default generic RT page. However, 
when I refresh it a couple time, the regular webpage loads correctly and 
checking at /etc/apache2/error.log indicates
the following:

[Thu Aug 06 07:21:43 2009] [notice] child pid 2784 exit signal 
Segmentation fault (11)
[Thu Aug 06 07:21:43 2009] [notice] child pid 2785 exit signal 
Segmentation fault (11)
[Thu Aug 06 07:21:43 2009] [notice] child pid 2981 exit signal 
Segmentation fault (11)
[Thu Aug 06 07:21:43 2009] [notice] child pid 3147 exit signal 
Segmentation fault (11)
[Thu Aug 06 07:21:43 2009] [notice] child pid 3149 exit signal 
Segmentation fault (11)
[Thu Aug 06 07:22:20 2009] [notice] child pid 2783 exit signal 
Segmentation fault (11)
[Thu Aug 06 07:22:21 2009] [notice] child pid 2786 exit signal 
Segmentation fault (11)
[Thu Aug 06 07:22:24 2009] [notice] child pid 3341 exit signal 
Segmentation fault (11)
[Thu Aug 06 07:22:24 2009] [notice] child pid 3342 exit signal 
Segmentation fault (11)


It appears to me that RT needs a constant connection or something to keep 
it alive. When someone is logged into the website and have the site 
refresh every 2 minutes segmentation fault does not occurs.

I have research and played with different settings on httpd.conf, removed 
ufw (ubuntu firewall), removed PHP5, removed apparmor (ubuntu selinux) 
and no resolution. RT 3.8.4 is the only website this box is hosting and it 
has a single static IP and DNS setup correctly. 
http://helpdesk.mydomain.com

Does anyone know what could be causing this? or seen this occurance ? 
ideas?  Any suggestions would be appreciated!

my latest httpd.conf :


Timeout 300
KeepAlive On
MaxKeepAliveRequests 100
KeepAliveTimeout 15
MinSpareServers 5
MaxSpareServers 10
StartServers 5
MaxClients 150
MaxRequestsPerChild 1500

<VirtualHost *:80>
DocumentRoot /opt/rt3/share/html
ServerName helpdesk.mydomain.com
#ServerAlias requestss.*
AddDefaultCharset UTF-8
ServerAdmin ithelpdesk at mydoamin.com

#optional apache logs for RT
ErrorLog /opt/rt3/var/log/apache2.error
TransferLog /opt/rt3/var/log/apache2.access
#Alias /rt/ /opt/rt3/share/html/


<Directory /opt/rt3/share/html/>
Order allow,deny
Allow from all
</Directory>

#PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
PerlSetVar MasonStaticSource true
PerlSetVar MasonBufferPreallocateSize 1073741824
#PerlSetVar MasonBufferPreallocateSize 4096000
PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth 
=> 4"
PerlSetVar MasonPreloads '/Elements/*'
PerlSetVar MasonCompRoot /opt/rt3


<Location /NoAuth/images>
SetHandler default
</Location>

<Location />
#AddDefaultCharset UTF-8
SetHandler perl-script
PerlHandler RT::Mason
#PerlResponseHandler RT::Mason
</Location>

</VirtualHost>

-- 



Regards,

Raymond Wong


Personal motto: P.E.A.C.E
Enjoy the present
Assert your goals
Champion peace
Entrust others


From jpierce at cambridgeenergyalliance.org  Thu Aug  6 13:02:50 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 6 Aug 2009 13:02:50 -0400
Subject: [rt-users] Custom Scrip Failing (using example from RT
	Essentials) and User Details not accessible
In-Reply-To: <be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
	<4A7B003B.5030506@lbl.gov> 
	<be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com>
Message-ID: <be7163f0908061002n4579be8fx7bc16f7057b66346@mail.gmail.com>

For the record, what you want to use to display the number are probably:

$Ticket->Requestors->UserMembersObj->First->HomePhone();
$Ticket->Requestors->UserMembersObj->First->WorkPhone();
$Ticket->Requestors->UserMembersObj->First->MobilePhone();

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From kfcrocker at lbl.gov  Thu Aug  6 13:05:44 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 06 Aug 2009 10:05:44 -0700
Subject: [rt-users] Adding requestors based on CC?
In-Reply-To: <20090806163757.GB11737@jibsheet.com>
References: <86d53a100908051410p3aaf14cem3e0cf1f28009b8cb@mail.gmail.com>
	<20090806163757.GB11737@jibsheet.com>
Message-ID: <4A7B0D68.9030000@lbl.gov>

Tyler,

The ParseNewMessageForTicketCcs is a "RT-Wide" option. I put a "Queue 
only" scrip in the wiki.

Kenn
LBNL

On 8/6/2009 9:37 AM, Kevin Falcone wrote:
> On Wed, Aug 05, 2009 at 02:10:39PM -0700, Tyler Hall wrote:
>   
>>    Is it possible to automatically add people to requestors if they are CC'd in the email?
>>
>>    A lot of times customers will email their group and email us, therefore when we reply it will
>>    only get sent to them.
>>     
>
> For Ticket Creation, look at ParseNewMessageForTicketCcs in your
> config
>
> -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
>
>   
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From kfcrocker at lbl.gov  Thu Aug  6 13:09:50 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 06 Aug 2009 10:09:50 -0700
Subject: [rt-users] Attachments missing in RESOLVE email
In-Reply-To: <20090806164630.GF11737@jibsheet.com>
References: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry>
	<24766854.post@talk.nabble.com>
	<20090806164630.GF11737@jibsheet.com>
Message-ID: <4A7B0E5E.3030006@lbl.gov>

Kevin,

Correct. In fact, I put replied to an email like this awhile back with 
some code we wrote for a new Resolve template that includes code to 
include the last comment in the Email body.

Kenn
LBNL

On 8/6/2009 9:46 AM, Kevin Falcone wrote:
> On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote:
>   
>> gyus, you've started the discussion about something else. 
>>
>> I've noticed, that in the Resolve email the attachments are not sent out.
>> For example:
>>
>> I'm working on some ticket, and found some solution for the issue, that some
>> .EXE patch must be applied. So I go to ticket, click on RESOLVE and put into
>> attachment that .EXE patch file. And will write, that issue was resolved and
>> the user must apply locally the patch which is attached in the resolution
>> email. 
>>
>> But in the resolution email which user received the attachment wasn't. Is
>> there some workaround how to have attachment in it  ?
>>     
>
> Miroslav
>
> The 'On Resolve' Scrip runs as a separate transaction, it runs during
> the resolve, not during the comment, so there are no attachments to
> send.  You either need to steal some of the code linked from previous
> posts to look for the previous transaction's attachments or disable
> this script and change RT to send Correspondence rather than Comments
> when a ticket is resolved, and then RT-Attach will work
>
> -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
>
>   
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From curtisb at vianet.ca  Thu Aug  6 13:11:45 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 06 Aug 2009 13:11:45 -0400
Subject: [rt-users] Segmentation Fault - RT3.8.4 - Apache2
In-Reply-To: <Pine.LNX.4.64.0908060931390.1515@shell2.pilotsupplies.com>
References: <Pine.LNX.4.64.0908060931390.1515@shell2.pilotsupplies.com>
Message-ID: <4A7B0ED1.7050907@vianet.ca>

This has been known to occur with some versions of DBD:mysql.  I believe 
the latest versions fix this; I'm currently using 3.0008.

raymond at pilotsupplies.com wrote:
> Hi,
>
> ubuntu 9.04 dual Xeon process, 2GB memory.
> New install RT 3.8.4 with imported RT 3.2.2 database and followed the 
> README.txt and Upgrading.mysql docs.
>
> For what ever reasons, when RT has been idled for a period of some hours, 
> more like 10 hours, when people are not accessing via website, than when I
> logs in and hit http://helpdesk.mydomain.com I get 
> a blank white page and sometimes the default generic RT page. However, 
> when I refresh it a couple time, the regular webpage loads correctly and 
> checking at /etc/apache2/error.log indicates
> the following:
>
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2784 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2785 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2981 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3147 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3149 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:22:20 2009] [notice] child pid 2783 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:22:21 2009] [notice] child pid 2786 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:22:24 2009] [notice] child pid 3341 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:22:24 2009] [notice] child pid 3342 exit signal 
> Segmentation fault (11)
>
>
> It appears to me that RT needs a constant connection or something to keep 
> it alive. When someone is logged into the website and have the site 
> refresh every 2 minutes segmentation fault does not occurs.
>
> I have research and played with different settings on httpd.conf, removed 
> ufw (ubuntu firewall), removed PHP5, removed apparmor (ubuntu selinux) 
> and no resolution. RT 3.8.4 is the only website this box is hosting and it 
> has a single static IP and DNS setup correctly. 
> http://helpdesk.mydomain.com
>
> Does anyone know what could be causing this? or seen this occurance ? 
> ideas?  Any suggestions would be appreciated!
>
> my latest httpd.conf :
>
>
> Timeout 300
> KeepAlive On
> MaxKeepAliveRequests 100
> KeepAliveTimeout 15
> MinSpareServers 5
> MaxSpareServers 10
> StartServers 5
> MaxClients 150
> MaxRequestsPerChild 1500
>
> <VirtualHost *:80>
> DocumentRoot /opt/rt3/share/html
> ServerName helpdesk.mydomain.com
> #ServerAlias requestss.*
> AddDefaultCharset UTF-8
> ServerAdmin ithelpdesk at mydoamin.com
>
> #optional apache logs for RT
> ErrorLog /opt/rt3/var/log/apache2.error
> TransferLog /opt/rt3/var/log/apache2.access
> #Alias /rt/ /opt/rt3/share/html/
>
>
> <Directory /opt/rt3/share/html/>
> Order allow,deny
> Allow from all
> </Directory>
>
> #PerlModule Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl
> PerlSetVar MasonStaticSource true
> PerlSetVar MasonBufferPreallocateSize 1073741824
> #PerlSetVar MasonBufferPreallocateSize 4096000
> PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth 
> => 4"
> PerlSetVar MasonPreloads '/Elements/*'
> PerlSetVar MasonCompRoot /opt/rt3
>
>
> <Location /NoAuth/images>
> SetHandler default
> </Location>
>
> <Location />
> #AddDefaultCharset UTF-8
> SetHandler perl-script
> PerlHandler RT::Mason
> #PerlResponseHandler RT::Mason
> </Location>
>
> </VirtualHost>
>
>   



From michael_ellis at umanitoba.ca  Thu Aug  6 13:18:02 2009
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Thu, 6 Aug 2009 12:18:02 -0500
Subject: [rt-users] Custom Scrip Failing (using example from RT
	Essentials) and User Details not accessible
In-Reply-To: <be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
	<4A7B003B.5030506@lbl.gov>
	<be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com>
Message-ID: <21C4C201927E45DD9DB8921FD34FE356@mikesMBP>

Thanks Jerrad & Ken,

After I posted last night I came accross this idea, although, I was trying 
to work with  /opt/rt3/local/html/Elements/ShowRequestor. I was lost on what 
code to add. I'll try the lines you suggested in your follow up email, 
Jerrad:

$Ticket->Requestors->UserMembersObj->First->HomePhone();
$Ticket->Requestors->UserMembersObj->First->WorkPhone();
$Ticket->Requestors->UserMembersObj->First->MobilePhone();

Any idea why no one but root can view the modifyuser pages? I've given our 
helpdesk group AdminUsers right.

Thanks so much,

Mike

--------------------------------------------------
From: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
Sent: Thursday, August 06, 2009 11:49 AM
To: "Ken Crocker" <kfcrocker at lbl.gov>
Cc: "Michael Ellis" <michael_ellis at umanitoba.ca>; "RT-USERS" 
<RT-Users at lists.bestpractical.com>
Subject: Re: [rt-users] Custom Scrip Failing (using example from RT 
Essentials) and User Details not accessible

> I strongly recommend storing this information in the requestor, and
> then pulling it from there,
> as Ken suggest. We use REST to create tickets, and create the
> requestor with such details
> before hand, but I've written a scrip to extract such information from
> a vCard, which could be
> of use: http://wiki.bestpractical.com/view/OnCreateSetUserDetails
>
> 


From kfcrocker at lbl.gov  Thu Aug  6 13:23:00 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 06 Aug 2009 10:23:00 -0700
Subject: [rt-users] Custom Scrip Failing (using example from RT
 Essentials) and User Details not accessible
In-Reply-To: <21C4C201927E45DD9DB8921FD34FE356@mikesMBP>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
	<4A7B003B.5030506@lbl.gov>
	<be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com>
	<21C4C201927E45DD9DB8921FD34FE356@mikesMBP>
Message-ID: <4A7B1174.2070404@lbl.gov>

Mike,

If your talking about looking at User info via WebUI, then I'd take a 
look at the privileges you've set up. As "SuperUser" (we have only 
allowed 2 in our system) I can pretty much do what I want as the Admin 
of our RT installation.

Kenn
LBNL

On 8/6/2009 10:18 AM, Michael Ellis wrote:
> Thanks Jerrad & Ken,
>
> After I posted last night I came accross this idea, although, I was 
> trying to work with  /opt/rt3/local/html/Elements/ShowRequestor. I was 
> lost on what code to add. I'll try the lines you suggested in your 
> follow up email, Jerrad:
>
> $Ticket->Requestors->UserMembersObj->First->HomePhone();
> $Ticket->Requestors->UserMembersObj->First->WorkPhone();
> $Ticket->Requestors->UserMembersObj->First->MobilePhone();
>
> Any idea why no one but root can view the modifyuser pages? I've given 
> our helpdesk group AdminUsers right.
>
> Thanks so much,
>
> Mike
>
> --------------------------------------------------
> From: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
> Sent: Thursday, August 06, 2009 11:49 AM
> To: "Ken Crocker" <kfcrocker at lbl.gov>
> Cc: "Michael Ellis" <michael_ellis at umanitoba.ca>; "RT-USERS" 
> <RT-Users at lists.bestpractical.com>
> Subject: Re: [rt-users] Custom Scrip Failing (using example from RT 
> Essentials) and User Details not accessible
>
>> I strongly recommend storing this information in the requestor, and
>> then pulling it from there,
>> as Ken suggest. We use REST to create tickets, and create the
>> requestor with such details
>> before hand, but I've written a scrip to extract such information from
>> a vCard, which could be
>> of use: http://wiki.bestpractical.com/view/OnCreateSetUserDetails
>>
>>
>


From jpierce at cambridgeenergyalliance.org  Thu Aug  6 13:27:15 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 6 Aug 2009 13:27:15 -0400
Subject: [rt-users] Custom Scrip Failing (using example from RT
	Essentials) and User Details not accessible
In-Reply-To: <21C4C201927E45DD9DB8921FD34FE356@mikesMBP>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
	<4A7B003B.5030506@lbl.gov> 
	<be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com> 
	<21C4C201927E45DD9DB8921FD34FE356@mikesMBP>
Message-ID: <be7163f0908061027q6bcfbb3en5e61a468ea63d2ec@mail.gmail.com>

> Any idea why no one but root can view the modifyuser pages? I've given our
> helpdesk group AdminUsers right.
Nope. I only have Admin Users and am able to do so just fine.
But Johnathan Bell was having similar ACL issues recently.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From michael_ellis at umanitoba.ca  Thu Aug  6 13:32:08 2009
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Thu, 6 Aug 2009 12:32:08 -0500
Subject: [rt-users] Custom Scrip Failing (using example from RT
	Essentials) and User Details not accessible
In-Reply-To: <4A7B1174.2070404@lbl.gov>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
	<4A7B003B.5030506@lbl.gov>
	<be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com>
	<21C4C201927E45DD9DB8921FD34FE356@mikesMBP>
	<4A7B1174.2070404@lbl.gov>
Message-ID: <3DA1AB17029D4C73AED0849E53AA6B03@mikesMBP>

Ken, all,

Thanks, I did mean the WebUI. SuperUser can see that page, no one else can.

I thought it would be a privilege, too. The only seemingly relevant 
privilege I could find was "AdminUser" but granting it did not resolve the 
issue.  The url for the malformed page is:

http://rt.somewhere.com/Admin/Users/Modify.html?id=XYZ

..and the resultant page contains nothing but:

"Time to display: 0.007461

?|? RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC."

-Mike


--------------------------------------------------
From: "Ken Crocker" <kfcrocker at lbl.gov>
Sent: Thursday, August 06, 2009 12:23 PM
To: "Michael Ellis" <michael_ellis at umanitoba.ca>
Cc: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>; "RT-USERS" 
<RT-Users at lists.bestpractical.com>
Subject: Re: [rt-users] Custom Scrip Failing (using example from RT 
Essentials) and User Details not accessible

> Mike,
>
> If your talking about looking at User info via WebUI, then I'd take a look 
> at the privileges you've set up. As "SuperUser" (we have only allowed 2 in 
> our system) I can pretty much do what I want as the Admin of our RT 
> installation.
>
> Kenn
> LBNL
>
> On 8/6/2009 10:18 AM, Michael Ellis wrote:
>> Thanks Jerrad & Ken,
>>
>> After I posted last night I came accross this idea, although, I was 
>> trying to work with  /opt/rt3/local/html/Elements/ShowRequestor. I was 
>> lost on what code to add. I'll try the lines you suggested in your follow 
>> up email, Jerrad:
>>
>> $Ticket->Requestors->UserMembersObj->First->HomePhone();
>> $Ticket->Requestors->UserMembersObj->First->WorkPhone();
>> $Ticket->Requestors->UserMembersObj->First->MobilePhone();
>>
>> Any idea why no one but root can view the modifyuser pages? I've given 
>> our helpdesk group AdminUsers right.
>>
>> Thanks so much,
>>
>> Mike
>>
>> --------------------------------------------------
>> From: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
>> Sent: Thursday, August 06, 2009 11:49 AM
>> To: "Ken Crocker" <kfcrocker at lbl.gov>
>> Cc: "Michael Ellis" <michael_ellis at umanitoba.ca>; "RT-USERS" 
>> <RT-Users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Custom Scrip Failing (using example from RT 
>> Essentials) and User Details not accessible
>>
>>> I strongly recommend storing this information in the requestor, and
>>> then pulling it from there,
>>> as Ken suggest. We use REST to create tickets, and create the
>>> requestor with such details
>>> before hand, but I've written a scrip to extract such information from
>>> a vCard, which could be
>>> of use: http://wiki.bestpractical.com/view/OnCreateSetUserDetails
>>>
>>>
>>
>
> 


From falcone at bestpractical.com  Thu Aug  6 14:10:33 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 14:10:33 -0400
Subject: [rt-users] Custom Scrip Failing (using example from RT
 Essentials) and User Details not accessible
In-Reply-To: <3DA1AB17029D4C73AED0849E53AA6B03@mikesMBP>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
	<4A7B003B.5030506@lbl.gov>
	<be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com>
	<21C4C201927E45DD9DB8921FD34FE356@mikesMBP>
	<4A7B1174.2070404@lbl.gov>
	<3DA1AB17029D4C73AED0849E53AA6B03@mikesMBP>
Message-ID: <20090806181033.GJ11737@jibsheet.com>

On Thu, Aug 06, 2009 at 12:32:08PM -0500, Michael Ellis wrote:
> Ken, all,
> 
> Thanks, I did mean the WebUI. SuperUser can see that page, no one else can.
> 
> I thought it would be a privilege, too. The only seemingly relevant 
> privilege I could find was "AdminUser" but granting it did not resolve the 
> issue.  The url for the malformed page is:
> 
> http://rt.somewhere.com/Admin/Users/Modify.html?id=XYZ
> 
> ..and the resultant page contains nothing but:
> 
> "Time to display: 0.007461
> 
> ?|? RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC."

There is an autohandler in Admin/ that requires users have
ShowConfigTab granted to access anything in Admin/

It was implemented as part of the security fixes between 3.8.3 and
3.8.4 to lock down access to the Admin UI.

It may honestly be easier to make a local copy of ShowRequestor and
munge it to show more info in a readonly fashion, rather than letting
your users change data about other users.

Please note that depending on what user info you're printing, you may
need to tell RT that it is ok to share the info.  RT considers phone
numbers privateish data and you may need to tweak the Accessible
routine.

-kevin

> --------------------------------------------------
> From: "Ken Crocker" <kfcrocker at lbl.gov>
> Sent: Thursday, August 06, 2009 12:23 PM
> To: "Michael Ellis" <michael_ellis at umanitoba.ca>
> Cc: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>; "RT-USERS" 
> <RT-Users at lists.bestpractical.com>
> Subject: Re: [rt-users] Custom Scrip Failing (using example from RT 
> Essentials) and User Details not accessible
> 
> > Mike,
> >
> > If your talking about looking at User info via WebUI, then I'd take a look 
> > at the privileges you've set up. As "SuperUser" (we have only allowed 2 in 
> > our system) I can pretty much do what I want as the Admin of our RT 
> > installation.
> >
> > Kenn
> > LBNL
> >
> > On 8/6/2009 10:18 AM, Michael Ellis wrote:
> >> Thanks Jerrad & Ken,
> >>
> >> After I posted last night I came accross this idea, although, I was 
> >> trying to work with  /opt/rt3/local/html/Elements/ShowRequestor. I was 
> >> lost on what code to add. I'll try the lines you suggested in your follow 
> >> up email, Jerrad:
> >>
> >> $Ticket->Requestors->UserMembersObj->First->HomePhone();
> >> $Ticket->Requestors->UserMembersObj->First->WorkPhone();
> >> $Ticket->Requestors->UserMembersObj->First->MobilePhone();
> >>
> >> Any idea why no one but root can view the modifyuser pages? I've given 
> >> our helpdesk group AdminUsers right.
> >>
> >> Thanks so much,
> >>
> >> Mike
> >>
> >> --------------------------------------------------
> >> From: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
> >> Sent: Thursday, August 06, 2009 11:49 AM
> >> To: "Ken Crocker" <kfcrocker at lbl.gov>
> >> Cc: "Michael Ellis" <michael_ellis at umanitoba.ca>; "RT-USERS" 
> >> <RT-Users at lists.bestpractical.com>
> >> Subject: Re: [rt-users] Custom Scrip Failing (using example from RT 
> >> Essentials) and User Details not accessible
> >>
> >>> I strongly recommend storing this information in the requestor, and
> >>> then pulling it from there,
> >>> as Ken suggest. We use REST to create tickets, and create the
> >>> requestor with such details
> >>> before hand, but I've written a scrip to extract such information from
> >>> a vCard, which could be
> >>> of use: http://wiki.bestpractical.com/view/OnCreateSetUserDetails
> >>>
> >>>
> >>
> >
> > 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From sturner at MIT.EDU  Thu Aug  6 14:19:16 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 06 Aug 2009 14:19:16 -0400
Subject: [rt-users] Scrip, Template Export?
Message-ID: <op.ux86ieq45pzi6r@bjh.mit.edu>

Hello all,

Is there a utility that can export scrips, templates etc. in the same form  
as is used by the "insert" option of rt-setup-database? I'd like to copy a  
queue's scrips & templates to a separate RT database.

Thanks,
Steve

-- 
Stephen Turner
Sr. Analyst.Programmer
MIT - IS&T - SAIS


From jpierce at cambridgeenergyalliance.org  Thu Aug  6 14:23:35 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 6 Aug 2009 14:23:35 -0400
Subject: [rt-users] Scrip, Template Export?
In-Reply-To: <op.ux86ieq45pzi6r@bjh.mit.edu>
References: <op.ux86ieq45pzi6r@bjh.mit.edu>
Message-ID: <be7163f0908061123t6781e5c6h10ee95332a4c0b13@mail.gmail.com>

> Is there a utility that can export scrips, templates etc. in the same form
> as is used by the "insert" option of rt-setup-database? I'd like to copy a
> queue's scrips & templates to a separate RT database.
You might have a look at http://search.cpan.org/~kevinr/RT-Extension-QueueWizard

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From sturner at MIT.EDU  Thu Aug  6 14:30:04 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 06 Aug 2009 14:30:04 -0400
Subject: [rt-users] Scrip, Template Export?
In-Reply-To: <be7163f0908061123t6781e5c6h10ee95332a4c0b13@mail.gmail.com>
References: <op.ux86ieq45pzi6r@bjh.mit.edu>
	<be7163f0908061123t6781e5c6h10ee95332a4c0b13@mail.gmail.com>
Message-ID: <op.ux860etc5pzi6r@bjh.mit.edu>

On Thu, 06 Aug 2009 14:23:35 -0400, Jerrad Pierce  
<jpierce at cambridgeenergyalliance.org> wrote:

>> Is there a utility that can export scrips, templates etc. in the same  
>> form
>> as is used by the "insert" option of rt-setup-database? I'd like to  
>> copy a
>> queue's scrips & templates to a separate RT database.
> You might have a look at  
> http://search.cpan.org/~kevinr/RT-Extension-QueueWizard
>

Thanks, but that seems to cover cloning of queues within the same database  
- I'm looking for cloning to a separate database.

Steve


-- 
Stephen Turner
Sr. Analyst.Programmer
MIT - IS&T - SAIS


From michael_ellis at umanitoba.ca  Thu Aug  6 14:31:58 2009
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Thu, 6 Aug 2009 13:31:58 -0500
Subject: [rt-users] Custom Scrip Failing (using example from RT
	Essentials)and User Details not accessible
In-Reply-To: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
Message-ID: <AA77C2DB6AD74F2FA238486385133B70@mikesMBP>

Although there might be better ways of doing this, the reason this scrip wasn't working is simply some wrongly placed quote marks in like 6. Fixed and it works. That's what I get for trying to work at after midnight.

-Mike


From: Michael Ellis 
Sent: Thursday, August 06, 2009 12:31 AM
To: RT-USERS 
Subject: [rt-users] Custom Scrip Failing (using example from RT Essentials)and User Details not accessible


One of the biggest complaints from my privileged users during our testing of RT is that the requestor's phone number is not presented to them conveniently. We currently handle the bulk of our support by phone, so some of them are standing at my office door with torches and pitchforks.

To rectify this I am trying to implement the custom scrip found on page 81 of the RT Essentials book, and customize it to pull up phone numbers instead of departments.

The customized scrip is:

1    my $email = ($self->TicketObj->RequestorAddresses)[0];
2   
3   my $ldap = Net::LDAP->new( 'someserver.umanitoba.ca' );
4    $ldap->bind;
5   
6    my $msg = $ldap->search( base   => 'o="University of Manitoba,c="ca"',
7                            filter => "(mail=$email)",
8                           );
9     
10    my $entry = $msg->entry(0);
11   
12    my $phone= $entry->get_value('telephoneNumber');
13    
14    my $cf = RT::CustomField->new( $RT::SystemUser );
15    $cf->LoadByName( Name => 'RequestorPhone' );
16     
17    $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => $phone);
18     
19    return 1;

Changes from the original are
3 Server
6 Base
7 email -> mail (what our non-standard ldap calls it)
12 $dept -> $phone
15 my custom field
17 $dept -> $phone

The custom field RequestorPhone is not being set, though. RT's debug log shows the entry:

[error]: Scrip 16 Prepare failed: Can't call method "get_value" on an undefined value at (eval 8643) line 12.

Could someone help me get this working, or share what they have done?

Secondly, I am having an issue that when my privileged users click on a requestor in the people tab of a ticket, they are presented with:

"Time to display: 0.009515

?|? RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC."

Root/Superuser is taken to the requestor's details.

So right now, my people have no way to obtain the requestor's phone number from within RT. So what are they doing is falling back to our old helpdesk system and in frustration entering the calls there. This is jeopardizing the acceptance and adoption of RT as a replacement for our old system.

I'm sure that I've made one or two (or more) simple errors and wish I could spend more time looking into this before going to the forum, but the townspeople are at the castle gates.

TIA,

Mike


--------------------------------------------------------------------------------


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From kfcrocker at lbl.gov  Thu Aug  6 14:34:39 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 06 Aug 2009 11:34:39 -0700
Subject: [rt-users] Custom Scrip Failing (using example from RT
 Essentials) and User Details not accessible
In-Reply-To: <20090806181033.GJ11737@jibsheet.com>
References: <C83D8A65DBCC4863AE0CFC7E887EF2D9@mikesMBP>
	<4A7B003B.5030506@lbl.gov>
	<be7163f0908060949r3b7c6470pcfc723f3713df745@mail.gmail.com>
	<21C4C201927E45DD9DB8921FD34FE356@mikesMBP>
	<4A7B1174.2070404@lbl.gov>
	<3DA1AB17029D4C73AED0849E53AA6B03@mikesMBP>
	<20090806181033.GJ11737@jibsheet.com>
Message-ID: <4A7B223F.9030009@lbl.gov>

Mike,

In addition to that, you might want to explore the "ModifySelf" right. 
We grant it Globally to "Privileged" Users.

Kenn
LBNL

On 8/6/2009 11:10 AM, Kevin Falcone wrote:
> On Thu, Aug 06, 2009 at 12:32:08PM -0500, Michael Ellis wrote:
>   
>> Ken, all,
>>
>> Thanks, I did mean the WebUI. SuperUser can see that page, no one else can.
>>
>> I thought it would be a privilege, too. The only seemingly relevant 
>> privilege I could find was "AdminUser" but granting it did not resolve the 
>> issue.  The url for the malformed page is:
>>
>> http://rt.somewhere.com/Admin/Users/Modify.html?id=XYZ
>>
>> ..and the resultant page contains nothing but:
>>
>> "Time to display: 0.007461
>>
>> ?|? RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC."
>>     
>
> There is an autohandler in Admin/ that requires users have
> ShowConfigTab granted to access anything in Admin/
>
> It was implemented as part of the security fixes between 3.8.3 and
> 3.8.4 to lock down access to the Admin UI.
>
> It may honestly be easier to make a local copy of ShowRequestor and
> munge it to show more info in a readonly fashion, rather than letting
> your users change data about other users.
>
> Please note that depending on what user info you're printing, you may
> need to tell RT that it is ok to share the info.  RT considers phone
> numbers privateish data and you may need to tweak the Accessible
> routine.
>
> -kevin
>
>   
>> --------------------------------------------------
>> From: "Ken Crocker" <kfcrocker at lbl.gov>
>> Sent: Thursday, August 06, 2009 12:23 PM
>> To: "Michael Ellis" <michael_ellis at umanitoba.ca>
>> Cc: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>; "RT-USERS" 
>> <RT-Users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Custom Scrip Failing (using example from RT 
>> Essentials) and User Details not accessible
>>
>>     
>>> Mike,
>>>
>>> If your talking about looking at User info via WebUI, then I'd take a look 
>>> at the privileges you've set up. As "SuperUser" (we have only allowed 2 in 
>>> our system) I can pretty much do what I want as the Admin of our RT 
>>> installation.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 8/6/2009 10:18 AM, Michael Ellis wrote:
>>>       
>>>> Thanks Jerrad & Ken,
>>>>
>>>> After I posted last night I came accross this idea, although, I was 
>>>> trying to work with  /opt/rt3/local/html/Elements/ShowRequestor. I was 
>>>> lost on what code to add. I'll try the lines you suggested in your follow 
>>>> up email, Jerrad:
>>>>
>>>> $Ticket->Requestors->UserMembersObj->First->HomePhone();
>>>> $Ticket->Requestors->UserMembersObj->First->WorkPhone();
>>>> $Ticket->Requestors->UserMembersObj->First->MobilePhone();
>>>>
>>>> Any idea why no one but root can view the modifyuser pages? I've given 
>>>> our helpdesk group AdminUsers right.
>>>>
>>>> Thanks so much,
>>>>
>>>> Mike
>>>>
>>>> --------------------------------------------------
>>>> From: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
>>>> Sent: Thursday, August 06, 2009 11:49 AM
>>>> To: "Ken Crocker" <kfcrocker at lbl.gov>
>>>> Cc: "Michael Ellis" <michael_ellis at umanitoba.ca>; "RT-USERS" 
>>>> <RT-Users at lists.bestpractical.com>
>>>> Subject: Re: [rt-users] Custom Scrip Failing (using example from RT 
>>>> Essentials) and User Details not accessible
>>>>
>>>>         
>>>>> I strongly recommend storing this information in the requestor, and
>>>>> then pulling it from there,
>>>>> as Ken suggest. We use REST to create tickets, and create the
>>>>> requestor with such details
>>>>> before hand, but I've written a scrip to extract such information from
>>>>> a vCard, which could be
>>>>> of use: http://wiki.bestpractical.com/view/OnCreateSetUserDetails
>>>>>
>>>>>
>>>>>           
>>>       
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
>
>   
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From falcone at bestpractical.com  Thu Aug  6 15:10:44 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 6 Aug 2009 15:10:44 -0400
Subject: [rt-users] Scrip, Template Export?
In-Reply-To: <op.ux860etc5pzi6r@bjh.mit.edu>
References: <op.ux86ieq45pzi6r@bjh.mit.edu>
	<be7163f0908061123t6781e5c6h10ee95332a4c0b13@mail.gmail.com>
	<op.ux860etc5pzi6r@bjh.mit.edu>
Message-ID: <20090806191044.GK11737@jibsheet.com>

On Thu, Aug 06, 2009 at 02:30:04PM -0400, Stephen Turner wrote:
> On Thu, 06 Aug 2009 14:23:35 -0400, Jerrad Pierce  
> <jpierce at cambridgeenergyalliance.org> wrote:
> 
> >> Is there a utility that can export scrips, templates etc. in the same  
> >> form
> >> as is used by the "insert" option of rt-setup-database? I'd like to  
> >> copy a
> >> queue's scrips & templates to a separate RT database.
> > You might have a look at  
> > http://search.cpan.org/~kevinr/RT-Extension-QueueWizard
> >
> 
> Thanks, but that seems to cover cloning of queues within the same database  
> - I'm looking for cloning to a separate database.

A slightly modified sbin/rt-dump-database may help

-kevin


From Rich.West at wesmo.com  Thu Aug  6 16:38:08 2009
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 06 Aug 2009 16:38:08 -0400
Subject: [rt-users] Commands by Email
In-Reply-To: <1249309243.2610.16.camel@schleppi.local>
References: <4A676529.1000905@wesmo.com>	<589c94400907221353g6918fda1x97441726d122271b@mail.gmail.com>	<4A687A1E.3070601@wesmo.com>
	<4A688C8A.5050501@wesmo.com>
	<1249309243.2610.16.camel@schleppi.local>
Message-ID: <4A7B3F30.6050506@wesmo.com>

Being unfamiliar with how to drop things in the local/lib tree, is the
process to simply create a file of the same name and the contents are
added?  or does the file entirely replace the original?

-Rich



On 08/03/2009 10:20 AM, Andreas Ittgenshorst wrote:
> To remove the commands I added a few lines
> to /opt/rt3/local/lib/RT/Transaction_Overlay.pm
>
>          # Remove quoted signature.
>          $content =~ s/\n-- \n(.*?)$//s;
>
> +        # Remove CommandByMail commands
> +        my @content     = split ("\n",$content);
> +        my @new_content = ();
> +        foreach ( @content ) {
> +            if ( ( $_ =~ /^Requestor:/ ) or
> +                ( $_ =~ /^CF.{Foo}:/ ) or
> +                ( $_ =~ /^CF.{WhatElse}:/ ) ) {
> +                next;
> +            }
> +            push ( @new_content, $_);
> +        }
> +        $content = join("\n", at new_content);
> +
>          # What's the longest line like?
>          my $max = 0;
>
>
>
> - Andreas
>
>
>   
>> Another question, though.. is there a way to strip out the email
>> commands from the content of the ticket as it shows up in Request
>> Tracker?
>>     



From jpierce at cambridgeenergyalliance.org  Thu Aug  6 16:41:20 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 6 Aug 2009 16:41:20 -0400
Subject: [rt-users] Commands by Email
In-Reply-To: <4A7B3F30.6050506@wesmo.com>
References: <4A676529.1000905@wesmo.com>
	<589c94400907221353g6918fda1x97441726d122271b@mail.gmail.com> 
	<4A687A1E.3070601@wesmo.com> <4A688C8A.5050501@wesmo.com> 
	<1249309243.2610.16.camel@schleppi.local> <4A7B3F30.6050506@wesmo.com>
Message-ID: <be7163f0908061341v4d4c63ccx36dba9544e9cf7de@mail.gmail.com>

On Thu, Aug 6, 2009 at 16:38, Rich West<Rich.West at wesmo.com> wrote:
> Being unfamiliar with how to drop things in the local/lib tree, is the
> process to simply create a file of the same name and the contents are
> added? ?or does the file entirely replace the original?
Local overrides original. Appending would raise all sorts of problems
(redefining subroutines, etc.)

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From mathieu at closetwork.org  Thu Aug  6 17:24:44 2009
From: mathieu at closetwork.org (Mathieu Longtin)
Date: Thu, 6 Aug 2009 17:24:44 -0400
Subject: [rt-users] modifying the create ticket screen
Message-ID: <539eb5520908061424i60083ac4r13527df9cef34aa7@mail.gmail.com>

Is there a way to modify the form for ticket creation, so I can place the
fields where I want them?

Thanks

--
Mathieu Longtin
1-514-803-8977
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From scottlinux at gmail.com  Thu Aug  6 17:57:49 2009
From: scottlinux at gmail.com (Scott Miller)
Date: Thu, 6 Aug 2009 14:57:49 -0700
Subject: [rt-users] inline images in RTFM
In-Reply-To: <4A7A79D8.7050607@mococo.nl>
References: <a659a5260908051410w45701562we4d55054add9dccc@mail.gmail.com> 
	<4A7A79D8.7050607@mococo.nl>
Message-ID: <a659a5260908061457w23acf438n844b20c325af77e4@mail.gmail.com>

On Wed, Aug 5, 2009 at 23:36, Joop<JoopvandeWege at mococo.nl> wrote:
> I have hacked, I think, the module RTFM depends on or else something in RTFM
> itself. Can't remember the exact name right now and removed what looks like
> some kind of protection or some force blocking of HTML. After that ANY html
> is allowed also img, http by directly inserting the html tags. In that way
> I'm able to reference attachments from Tickets which then display fine in
> RTFM for example.
>
> I wrote about this some time ago this year so you should be able to find it
> else let me know and I'll try to dig this up from our test environment.
>
> Regards,
>
> Joop
>


Thank you I commented out the entire line

% $content = $m->comp('/Elements/ScrubHTML', Content => $content);

in this file (I'm on Ubuntu 9.10)

/usr/share/request-tracker3.8/html/Elements/ShowCustomFieldWikitext

And now I have html, with images inline in my RTFM!

So far so good, but I'll continue testing.

-- 
Scott


From kfcrocker at lbl.gov  Thu Aug  6 18:13:42 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 06 Aug 2009 15:13:42 -0700
Subject: [rt-users] modifying the create ticket screen
In-Reply-To: <539eb5520908061424i60083ac4r13527df9cef34aa7@mail.gmail.com>
References: <539eb5520908061424i60083ac4r13527df9cef34aa7@mail.gmail.com>
Message-ID: <4A7B5596.7080705@lbl.gov>

Mathieu,

Yes. Copy the Create.html file from it's "Share" location to a "local" 
location in the directory (/local/html/Ticket).
There you can modify to your hearts delight.

Kenn
LBNL

On 8/6/2009 2:24 PM, Mathieu Longtin wrote:
> Is there a way to modify the form for ticket creation, so I can place 
> the fields where I want them?
>
> Thanks
>
> --
> Mathieu Longtin
> 1-514-803-8977
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From duncan at ecs.vuw.ac.nz  Thu Aug  6 19:30:24 2009
From: duncan at ecs.vuw.ac.nz (Duncan McEwan)
Date: Fri, 07 Aug 2009 11:30:24 +1200
Subject: [rt-users] Can Templates be Conditionalized Based on Recipient
	Address?
In-Reply-To: <be7163f0908041825j3b7c2c9bvea09b9434859e648@mail.gmail.com>
References: <200908050036.n750afwr019755@shed11.ecs.vuw.ac.nz>
	<be7163f0908041825j3b7c2c9bvea09b9434859e648@mail.gmail.com>
Message-ID: <200908062330.n76NUOS6016955@shed11.ecs.vuw.ac.nz>

Hi Jerrad,

Jerrad Pierce <jpierce at cambridgeenergyalliance.org> wrote: 
>
> http://wiki.bestpractical.com/view/ForkTemplate
> 

That looks interesting, though I'm not immediately sure how it solves my
problem.  I need to customise the template based on the recipient rather
than on the value of a custom field.

Once I'd figured out who the recipient was, I was planning on customising
the template text using a simple "if () {...} statement (though admittedly,
ForkTemplate may well be a nicer way of doing that).  But as described in my
original post, I tried two ways of finding out who the recipients of a
transaction were and couldn't get either to work.

Thanks for the pointer to ForkTemplate though.  It may come in useful
sometime...

Duncan




From jpierce at cambridgeenergyalliance.org  Thu Aug  6 19:34:50 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 6 Aug 2009 19:34:50 -0400
Subject: [rt-users] Can Templates be Conditionalized Based on Recipient
	Address?
In-Reply-To: <200908062330.n76NUOS6016955@shed11.ecs.vuw.ac.nz>
References: <200908050036.n750afwr019755@shed11.ecs.vuw.ac.nz> 
	<be7163f0908041825j3b7c2c9bvea09b9434859e648@mail.gmail.com> 
	<200908062330.n76NUOS6016955@shed11.ecs.vuw.ac.nz>
Message-ID: <be7163f0908061634vde487b8l52ff42f14f24d68c@mail.gmail.com>

> That looks interesting, though I'm not immediately sure how it solves my
> problem. ?I need to customise the template based on the recipient rather
> than on the value of a custom field.
It's just a test, you can use whatever you want as the condition.

> Once I'd figured out who the recipient was, I was planning on customising
> the template text using a simple "if () {...} statement (though admittedly,
> ForkTemplate may well be a nicer way of doing that). ?But as described in my
> original post, I tried two ways of finding out who the recipients of a
> transaction were and couldn't get either to work.
Because it's a PITA due to one-time CC's and the like.
Take a look at share/html/Ticket/Elements/PreviewScrips to get an idea
of how it can be done.


From alibby at xforty.com  Fri Aug  7 10:13:44 2009
From: alibby at xforty.com (Andrew Libby)
Date: Fri, 07 Aug 2009 10:13:44 -0400
Subject: [rt-users] RT Essentials, still revelant
In-Reply-To: <519782dc0908060654g327ff476x31c1baf8d007442@mail.gmail.com>
References: <4A7ADAF9.1030504@xforty.com>
	<519782dc0908060654g327ff476x31c1baf8d007442@mail.gmail.com>
Message-ID: <4A7C3698.1080806@xforty.com>


Thanks for the feedback guys, much apprecaited.


Todd Chapman wrote:
> I think the book is still as relevant as it was when it came out.
> That's not a review. Just saying it's not generally out of date,
> though the screenshots are out of date because of UI styling changes.
> 
> On Thu, Aug 6, 2009 at 9:30 AM, Andrew Libby<alibby at xforty.com> wrote:
>> I'm considering the RT Essentials book, though noticed it's
>> publication date is in 2005.  Thats almost 4 years old.
>> I've been using RT about that long and I fear it's changed
>> enough that the essentials book is not as relevant as it
>> could be.
>>
>> Can anyone weigh in on this?
>>
>> Thanks.
>>
>> Andy
>>
>> --
>>
-- 

===============================================
xforty technologies
Andrew Libby
alibby at xforty.com
http://xforty.com
===============================================



From Rich.West at wesmo.com  Fri Aug  7 11:59:17 2009
From: Rich.West at wesmo.com (Rich West)
Date: Fri, 07 Aug 2009 11:59:17 -0400
Subject: [rt-users] Commands by Email
In-Reply-To: <1249309243.2610.16.camel@schleppi.local>
References: <4A676529.1000905@wesmo.com>	<589c94400907221353g6918fda1x97441726d122271b@mail.gmail.com>	<4A687A1E.3070601@wesmo.com>
	<4A688C8A.5050501@wesmo.com>
	<1249309243.2610.16.camel@schleppi.local>
Message-ID: <4A7C4F55.5080801@wesmo.com>

Argh.. I have the code in place (actually, improved upon the code by
replicating some of the detection code from the original plugin), and I
can see it is working via some test code, but the commands still show up
in the content of the ticket.

So.. that leads to the question: where did you put your code in to the
Transaction_Overlay.pm file in order to get it to work? :)

I had appended it to the end of the "Content" subroutine, and I can see
from the output I have going to /tmp/content.txt that the content is
getting modified appropriately:
> # more /tmp/content.txt
> omitting Owner: rwest
> omitting Status: open
> omitting CF.{CVendors}: IBM
> omitting
> This is a test

But when I look at the web GUI, I still see the commands:
> Subject:       Test
> To:     support-dev at ourdomain.net
> Date:     Fri, 7 Aug 2009 11:44:15 -0400
> From:     <root at helpdesk-dev.ourdomain.net>
> Download (untitled) / with headers
> text/plain 71b
> Owner: rwest
> Status: open
> CF.{CVendors}: IBM
>
> This is a test
>
> --
> Rich

I just have this feeling like I have placed it in the wrong location in
the code.. :(

Thanks!
-Rich



        $content = $self->loc("On [_1], [_2] wrote:",
$self->CreatedAsString, $self->CreatorObj->Name)
          . "\n$content\n\n";
    }

open (TEST, "> /tmp/content.txt");

   # Remove quoted signature.
   $content =~ s/\n--\n(.*?)$//s;

   # Remove CommandByMail commands
   my @content     = split ("\n",$content);
   my @new_content = ();
   my $no_pseudoheaders = 0;
   my $line = "";
   foreach $line ( @content )
   {
if ($line =~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/)
{
   print TEST "omitting $line\n";
}
      next if ($line =~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/);
print TEST "$line\n";
      push ( @new_content, $line);
   }
   $content = join("\n", at new_content);
print $content;
close (TEST);

    return ($content);
}

# }}}


=head2 Addresses

On 08/03/2009 10:20 AM, Andreas Ittgenshorst wrote:
> To remove the commands I added a few lines
> to /opt/rt3/local/lib/RT/Transaction_Overlay.pm
>
>          # Remove quoted signature.
>          $content =~ s/\n-- \n(.*?)$//s;
>
> +        # Remove CommandByMail commands
> +        my @content     = split ("\n",$content);
> +        my @new_content = ();
> +        foreach ( @content ) {
> +            if ( ( $_ =~ /^Requestor:/ ) or
> +                ( $_ =~ /^CF.{Foo}:/ ) or
> +                ( $_ =~ /^CF.{WhatElse}:/ ) ) {
> +                next;
> +            }
> +            push ( @new_content, $_);
> +        }
> +        $content = join("\n", at new_content);
> +
>          # What's the longest line like?
>          my $max = 0;
>
>
>
> - Andreas
>
>
>   
>> Another question, though.. is there a way to strip out the email
>> commands from the content of the ticket as it shows up in Request
>> Tracker?
>>     



From jpierce at cambridgeenergyalliance.org  Fri Aug  7 12:31:26 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 7 Aug 2009 12:31:26 -0400
Subject: [rt-users] Extensions update: Unofficial BecomeUser, and S3Invoker
Message-ID: <be7163f0908070931q63534bcblc830c0b13822fd0f@mail.gmail.com>

I'm trying to reach the author of RTx::BecomeUser (su for RT), but in
case that fails,
I've uploaded a development version (1.10_1) that addresses my tickets
for the module.
In particular, it now works with RT 3.8. It's not something you're
likely to need often,
but when you do it can be very handy, especially for testing customizations.

RTx::S3Invoker should finally be in a stable state. This module lets
you list and run
saved searches (including system searches) from Simple Search via keyword do:
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From rmp.dmd1229 at gmail.com  Fri Aug  7 16:21:39 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Fri, 7 Aug 2009 16:21:39 -0400
Subject: [rt-users] Merging Tickets
Message-ID: <61d255bb0908071321l78b86e9age58a1260898e5f51@mail.gmail.com>

Hi,

I'm working on a scrip that will grab the subject of a new ticket and
compare it with existing ticket. If a match is found, the scrip will merge
the ticket. I have the script below.

I have additional requirement where I'll ignore preceeding characters and
merge if the next characters matched.

An example, this tickets should merge:

existing ticket: "Subject 1"
new ticket: "RE: Subject 1"

this example should merge also

existing ticket: "Subject A"
new ticket: "Fw: Subject A"

this example, should not merge:

 existing ticket: "Subject 2GO"
 new ticket: "Subject Any"

Thanks in advanced!


my $problem_desc = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
$problem_desc = $subject
$RT::Logger->debug("This is the subject to match: $problem_desc");
# look for subject on existing tickets
my $search = RT::Tickets->new($RT::SystemUser);
$search->LimitQueue(VALUE => 'IT');
$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');
if ($search->Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search->Next) {
    # Ignore this ticket that opened this transaction
    next if $self->TicketObj->Id == $ticket->Id;
    $ticket->Subject = $same_desc
    if ($same_desc eq $problem_desc){
       # Found the same subject
       $RT::Logger->debug("SAME $same_desc and $problem_desc");
       $id = $ticket->Id;
       $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into
$id because of OA number match.");
       $self->TicketObj->MergeInto($id);
    }
}

$id || return 1;
1;
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From slander at hearstsc.com  Fri Aug  7 17:04:47 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Fri, 7 Aug 2009 17:04:47 -0400
Subject: [rt-users] Notify on ticket creation
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5C626@RCLTEXCMS02.resource.hearstcorp.com>

Hello,

    We would like to have the queue admins notified on ticket creation.      It seems they don't really sit there watching for tickets to come in, and would prefer that they be notified!

     Is there an way to make this happen?


Thanks

Scott


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From torsten.brumm at googlemail.com  Fri Aug  7 17:07:44 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 7 Aug 2009 23:07:44 +0200
Subject: [rt-users] Extensions update: Unofficial BecomeUser,
	and 	S3Invoker
In-Reply-To: <be7163f0908070931q63534bcblc830c0b13822fd0f@mail.gmail.com>
References: <be7163f0908070931q63534bcblc830c0b13822fd0f@mail.gmail.com>
Message-ID: <bdbd084b0908071407q1168f9e7r55f8384b8edef90f@mail.gmail.com>

Hi Jerrad,your extension sounds usefull.....can we find it at cpan?

Torsten

2009/8/7 Jerrad Pierce <jpierce at cambridgeenergyalliance.org>

> I'm trying to reach the author of RTx::BecomeUser (su for RT), but in
> case that fails,
> I've uploaded a development version (1.10_1) that addresses my tickets
> for the module.
> In particular, it now works with RT 3.8. It's not something you're
> likely to need often,
> but when you do it can be very handy, especially for testing
> customizations.
>
> RTx::S3Invoker should finally be in a stable state. This module lets
> you list and run
> saved searches (including system searches) from Simple Search via keyword
> do:
> --
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From slander at hearstsc.com  Fri Aug  7 17:00:21 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Fri, 7 Aug 2009 17:00:21 -0400
Subject: [rt-users] Short time frame ticket escalations
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5C624@RCLTEXCMS02.resource.hearstcorp.com>


All,

    A couple of questions about escalations :

        We want to escalate tickets if the have not be taken after an hour.    Escalating means, for us,  changing the priority ( start at 5, count down to 0) and also, notify the queue CCAdmin.    This would only happen during our work hours - So, a ticket that comes in at say 3:30pm at Pri 5, would at 4:30 go to Pri 4, and CCAdmin be notified.    At 8:30 the next morning, it would go to Pri 3, at 9:30 to 2, etc.   At Pri 0, it would just notify once an hour, until taken.


           I don't see a built in to do this - the escalations seem to be designed on longer time frame - daily.     Any one have any ideas / suggestions?


Thanks
Scott


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From Michael_Ellis at UManitoba.CA  Fri Aug  7 17:29:19 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Fri, 7 Aug 2009 16:29:19 -0500
Subject: [rt-users] Notify on ticket creation
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5C626@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5C626@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <003201ca17a6$22814e70$6783eb50$@CA>

I think what you want is the default behaviour. Have you perhaps disabled
the...

 


 <http://rt.lib.umanitoba.ca/Admin/Global/Scrip.html?id=4&Queue=0> 4

 <http://rt.lib.umanitoba.ca/Admin/Global/Scrip.html?id=4&Queue=0> On Create
Notify AdminCcs with template Transaction

	
On Create Notify AdminCcs

 

...scrip?

 

-Mike

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lander, Scott
Sent: August-07-09 4:05 PM
To: rt Users
Subject: [rt-users] Notify on ticket creation

 

Hello,

 

    We would like to have the queue admins notified on ticket creation.
It seems they don't really sit there watching for tickets to come in, and
would prefer that they be notified!    

 

     Is there an way to make this happen?

 

 

Thanks

 

Scott

 

 

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recipient(s) named above. If you are not an intended recipient, you may not
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communication in error, please notify the Hearst Service Center
(cadmin at hearstsc.com) immediately by email and delete the original message.
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From HelmuthRamirez at compupay.com  Fri Aug  7 17:30:25 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 7 Aug 2009 17:30:25 -0400
Subject: [rt-users] Notify on ticket creation
References: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5C626@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <08BB2997563E5A4388CA3E3275D469A8137015@EXMIAMI.compupay.com>

We do this via a scrip.  Here's some info:

 

http://www.gossamer-threads.com/lists/rt/users/70419#70419

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lander,
Scott
Sent: Friday, August 07, 2009 5:05 PM
To: rt Users
Subject: [rt-users] Notify on ticket creation

 

Hello,

 

    We would like to have the queue admins notified on ticket creation.
It seems they don't really sit there watching for tickets to come in,
and would prefer that they be notified!    

 

     Is there an way to make this happen?

 

 

Thanks

 

Scott

 

 

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------------
This e-mail message is intended only for the personal use of the
recipient(s) named above. If you are not an intended recipient, you may
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From slander at hearstsc.com  Fri Aug  7 17:39:38 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Fri, 7 Aug 2009 17:39:38 -0400
Subject: [rt-users] Notify on ticket creation
In-Reply-To: <08BB2997563E5A4388CA3E3275D469A8137015@EXMIAMI.compupay.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5C62F@RCLTEXCMS02.resource.hearstcorp.com>

Perfect answer - works great!   Thanks Helmuth

________________________________
From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com]
Sent: Friday, August 07, 2009 5:30 PM
To: Lander, Scott; rt Users
Subject: RE: [rt-users] Notify on ticket creation

We do this via a scrip.  Here's some info:

http://www.gossamer-threads.com/lists/rt/users/70419#70419


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lander, Scott
Sent: Friday, August 07, 2009 5:05 PM
To: rt Users
Subject: [rt-users] Notify on ticket creation

Hello,

    We would like to have the queue admins notified on ticket creation.      It seems they don't really sit there watching for tickets to come in, and would prefer that they be notified!

     Is there an way to make this happen?


Thanks

Scott



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From scottlinux at gmail.com  Fri Aug  7 19:20:22 2009
From: scottlinux at gmail.com (Scott Miller)
Date: Fri, 7 Aug 2009 16:20:22 -0700
Subject: [rt-users] Reference Asset inside Incident Response ticket
Message-ID: <a659a5260908071620i45ff4b84s5c967cdc2a26c0f9@mail.gmail.com>

I've got asset tracker going, as well as RTIR. Anyone know of a way to
tie in an asset to that RTIR ticket?

Right off the bat it seems that they do not work together. Any ideas? Thanks,

-- 
Scott


From raymond at pilotsupplies.com  Fri Aug  7 20:20:02 2009
From: raymond at pilotsupplies.com (raymond at pilotsupplies.com)
Date: Fri, 7 Aug 2009 17:20:02 -0700 (PDT)
Subject: [rt-users] Segmentation Fault - RT3.8.4 - Apache2
In-Reply-To: <Pine.LNX.4.64.0908060931390.1515@shell2.pilotsupplies.com>
References: <Pine.LNX.4.64.0908060931390.1515@shell2.pilotsupplies.com>
Message-ID: <Pine.LNX.4.64.0908071718280.17962@shell2.pilotsupplies.com>

Hi Curtisb,

I'll give that a shot and see what happens. I'll up it to the latest and 
see what happens



raymond



This has been known to occur with some versions of DBD:mysql.  I believe 
the latest versions fix this;
I'm currently using 3.0008.

raymond at pilotsupplies.com wrote:
> Hi,
>
> ubuntu 9.04 dual Xeon process, 2GB memory.
> New install RT 3.8.4 with imported RT 3.2.2 database and followed the 
README.txt and Upgrading.mysql
> docs.
>
> For what ever reasons, when RT has been idled for a period of some 
hours, more like 10 hours, when
> people are not accessing via website, than when I
> logs in and hit http://helpdesk.mydomain.com I get a blank white page 
and sometimes the default
> generic RT page. However, when I refresh it a couple time, the regular 
webpage loads correctly and
> checking at /etc/apache2/error.log indicates
> the following:
>
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2784 exit signal 
Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2785 exit signal 
Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2981 exit signal 
Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3147 exit signal 
Segmentation fault (11)





On Thu, 6 Aug 2009, raymond at pilotsupplies.com wrote:

> Hi,
>
> ubuntu 9.04 dual Xeon process, 2GB memory.
> New install RT 3.8.4 with imported RT 3.2.2 database and followed the
> README.txt and Upgrading.mysql docs.
>
> For what ever reasons, when RT has been idled for a period of some hours,
> more like 10 hours, when people are not accessing via website, than when I
> logs in and hit http://helpdesk.mydomain.com I get
> a blank white page and sometimes the default generic RT page. However,
> when I refresh it a couple time, the regular webpage loads correctly and
> checking at /etc/apache2/error.log indicates
> the following:
>
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2784 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2785 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2981 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3147 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3149 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:22:20 2009] [notice] child pid 2783 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:22:21 2009] [notice] child pid 2786 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:22:24 2009] [notice] child pid 3341 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:22:24 2009] [notice] child pid 3342 exit signal
> Segmentation fault (11)
>
>
> It appears to me that RT needs a constant connection or something to keep
> it alive. When someone is logged into the website and have the site
> refresh every 2 minutes segmentation fault does not occurs.
>
> I have research and played with different settings on httpd.conf, removed
> ufw (ubuntu firewall), removed PHP5, removed apparmor (ubuntu selinux)
> and no resolution. RT 3.8.4 is the only website this box is hosting and it
> has a single static IP and DNS setup correctly.
> http://helpdesk.mydomain.com
>
> Does anyone know what could be causing this? or seen this occurance ?
> ideas?  Any suggestions would be appreciated!
>
> my latest httpd.conf :
>
>
> Timeout 300
> KeepAlive On
> MaxKeepAliveRequests 100
> KeepAliveTimeout 15
> MinSpareServers 5
> MaxSpareServers 10
> StartServers 5
> MaxClients 150
> MaxRequestsPerChild 1500
>
> <VirtualHost *:80>
> DocumentRoot /opt/rt3/share/html
> ServerName helpdesk.mydomain.com
> #ServerAlias requestss.*
> AddDefaultCharset UTF-8
> ServerAdmin ithelpdesk at mydoamin.com
>
> #optional apache logs for RT
> ErrorLog /opt/rt3/var/log/apache2.error
> TransferLog /opt/rt3/var/log/apache2.access
> #Alias /rt/ /opt/rt3/share/html/
>
>
> <Directory /opt/rt3/share/html/>
> Order allow,deny
> Allow from all
> </Directory>
>
> #PerlModule Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl
> PerlSetVar MasonStaticSource true
> PerlSetVar MasonBufferPreallocateSize 1073741824
> #PerlSetVar MasonBufferPreallocateSize 4096000
> PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth
> => 4"
> PerlSetVar MasonPreloads '/Elements/*'
> PerlSetVar MasonCompRoot /opt/rt3
>
>
> <Location /NoAuth/images>
> SetHandler default
> </Location>
>
> <Location />
> #AddDefaultCharset UTF-8
> SetHandler perl-script
> PerlHandler RT::Mason
> #PerlResponseHandler RT::Mason
> </Location>
>
> </VirtualHost>
>
>

-- 



Regards,

Raymond Wong


Personal motto: P.E.A.C.E
Enjoy the present
Assert your goals
Champion peace
Entrust others


From falcone at bestpractical.com  Mon Aug 10 09:59:34 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 10 Aug 2009 09:59:34 -0400
Subject: [rt-users] Short time frame ticket escalations
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5C624@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5C624@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <20090810135934.GL11737@jibsheet.com>

On Fri, Aug 07, 2009 at 05:00:21PM -0400, Lander, Scott wrote:
> 
>    All,
> 
>        A couple of questions about escalations :
> 
>            We want to escalate tickets if the have not be taken after an hour.    Escalating
>    means, for us,  changing the priority ( start at 5, count down to 0) and also, notify the
>    queue CCAdmin.    This would only happen during our work hours - So, a ticket that comes in at
>    say 3:30pm at Pri 5, would at 4:30 go to Pri 4, and CCAdmin be notified.    At 8:30 the next
>    morning, it would go to Pri 3, at 9:30 to 2, etc.   At Pri 0, it would just notify once an
>    hour, until taken.
> 
> 
>               I don't see a built in to do this - the escalations seem to be designed on longer
>    time frame - daily.     Any one have any ideas / suggestions?

You want to look at the rt-crontool, you can use it and one of the
escalate priority options to search for tickets and bump them as
needed.

-kevin


From testwreq at gmail.com  Mon Aug 10 09:57:57 2009
From: testwreq at gmail.com (testwreq at gmail.com)
Date: Mon, 10 Aug 2009 13:57:57 +0000
Subject: [rt-users] performace is very slow on 3.8.2
Message-ID: <000e0cd4d91223df140470c9f933@google.com>

Our RT is installed on Linux CentOS 5.3 server running Apache and uses  
mysql. We just went live 2 days back with the website and RT on the same  
server, and the performance is slow from day 1. This was not the case when  
we were testing RT. Probabaly mysql is not configured well. We are pretty  
new to all this. Below are the contents of my.cnf in the etc folder. I do  
not have my.cnf in the datadir. I'm not sure if the configuration needs to  
change in this file and if I should have my.cnf in the datadir folder as  
well?


/etc/my.cnf
===========
bash-3.2# more my.cnf
[mysqld]
datadir=/var/lib/mysql
socket=/var/lib/mysql/mysql.sock
user=mysql
# Default to using old password format for compatibility with mysql 3.x
# clients (those using the mysqlclient10 compatibility package).
old_passwords=1

[mysqld_safe]
log-error=/var/log/mysqld.log
pid-file=/var/run/mysqld/mysqld.pid
bash-3.2#
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From steve at flatmail.co.uk  Mon Aug 10 10:41:58 2009
From: steve at flatmail.co.uk (Stephen Barry)
Date: Mon, 10 Aug 2009 15:41:58 +0100 (BST)
Subject: [rt-users] Hide or overwrite correspondence from email addres in
 Self Service ticket history
Message-ID: <a55e64781b5dc6b96d4eb4c0a2e38e10.squirrel@www.sensical.net>

Hello

I am trying to make my support staff, who may use personal email addresses
to correspond about tickets completely anonymous.

For when the correspondence is forwarded by email I have overwritten the
from address with our support email which is working great.

However what I cant see how to do is to hide the email address in the
correspondence as shown in the ticket history on the Self Service web
page.

I have searched the forums but can't find any advice on this, does anyone
know if it possible?

On further investigating, it looks a bit like this file might be the one
to edit...

/opt/rt3/share/html/Ticket/Elements/ShowMessageHeaders

But I am no perl expert and I can't work out the syntax, would anyone be
able to comfirm if this is the right file and give an example fo how to
change it?

Would this file control the admin and self service interfaces? Is it
possible to change only the self service interface?

Is there a better way?

Help as always is greatly appreciated.

Thanks
Steve



From jhartshorn at seattletimes.com  Mon Aug 10 15:00:35 2009
From: jhartshorn at seattletimes.com (Joel Hartshorn)
Date: Mon, 10 Aug 2009 12:00:35 -0700
Subject: [rt-users] Sender to Owner
Message-ID: <AF752BCA9C593C40B67D85AB98090C700B37D7@PEXCHVD.seatimes.com>

Is there a simple way to make the sender of an emailed ticket the owner upon
receipt instead of "Nobody"?

Joel Hartshorn
Internet Engineer/New Media
The Seattle Times Company
206 464 2323
nwsource.com | seattletimes.com 


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From jpierce at cambridgeenergyalliance.org  Mon Aug 10 15:06:38 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 10 Aug 2009 15:06:38 -0400
Subject: [rt-users] Sender to Owner
In-Reply-To: <AF752BCA9C593C40B67D85AB98090C700B37D7@PEXCHVD.seatimes.com>
References: <AF752BCA9C593C40B67D85AB98090C700B37D7@PEXCHVD.seatimes.com>
Message-ID: <be7163f0908101206h37b57d2fo262c6aa51828d35c@mail.gmail.com>

On Mon, Aug 10, 2009 at 15:00, Joel
Hartshorn<jhartshorn at seattletimes.com> wrote:
> Is there a simple way to make the sender of an emailed ticket the owner upon
> receipt instead of "Nobody"?
I don't really understand your question, but if you look on the wiki,
there's a Scrip that will make any AdminCC acting on a ticket the
owner of the ticket. It seems similar to what you're asking for.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jesse at bestpractical.com  Mon Aug 10 18:20:28 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 10 Aug 2009 23:20:28 +0100
Subject: [rt-users] Sender to Owner
In-Reply-To: <AF752BCA9C593C40B67D85AB98090C700B37D7@PEXCHVD.seatimes.com>
References: <AF752BCA9C593C40B67D85AB98090C700B37D7@PEXCHVD.seatimes.com>
Message-ID: <20090810222028.GA7826@17h-2.local>




On Mon 10.Aug'09 at 12:00:35 -0700, Joel Hartshorn wrote:
> Is there a simple way to make the sender of an emailed ticket the owner upon
> receipt instead of "Nobody"?
> 
> Joel Hartshorn
> Internet Engineer/New Media
> The Seattle Times Company
> 206 464 2323
> nwsource.com | seattletimes.com

That assumes that the sender is a privileged user, right?

We use the following code to make the sender of any FOLLOWUP to a ticket
the owner, if it's unowned. I bet changing 'Correspond' to 'Create' would 
do what you want.:

Custom condition:

my $txn = $self->TransactionObj;
return 0 unless $txn->Type eq 'Correspond';

my $ticket = $self->TicketObj;
return 0 if $ticket->OwnerObj->id != $RT::Nobody->id;

my $actor = $txn->CreatorObj;
return 0 if $actor->id == $RT::SystemUser->id;

return 0 unless $actor->PrincipalObj->HasRight(
    Object => $ticket,
    Right  => 'OwnTicket',
);
return 1;


Custom prepare:

$self->{'set_owner_to'} = $self->TransactionObj->CreatorObj->id;
return 1;

Custom commit:

my ($status, $msg) = $self->TicketObj->SetOwner( $self->{'set_owner_to'} );
unless ( $status ) {
    $RT::Logger->error("Couldn't set owner: $msg");
    return 0;
}
return 1;
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From aaron at guise.net.nz  Tue Aug 11 02:33:42 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Tue, 11 Aug 2009 18:33:42 +1200
Subject: [rt-users] performace is very slow on 3.8.2
In-Reply-To: <000e0cd4d91223df140470c9f933@google.com>
References: <000e0cd4d91223df140470c9f933@google.com>
Message-ID: <c8c01a250908102333i806e9eet87485f3ad8dbe54a@mail.gmail.com>

MySQLtuner would be a good place to start.  MySQL is unfortunately not
configured optimally for RT in a default install.

You can get it here <http://rackerhacker.com/mysqltuner/>

*Regards,*

*Aaron Guise

  07 838 7793
027 212 6638
aaron at guise.net.nz
 *




On Tue, Aug 11, 2009 at 1:57 AM, <testwreq at gmail.com> wrote:

> Our RT is installed on Linux CentOS 5.3 server running Apache and uses
> mysql. We just went live 2 days back with the website and RT on the same
> server, and the performance is slow from day 1. This was not the case when
> we were testing RT. Probabaly mysql is not configured well. We are pretty
> new to all this. Below are the contents of my.cnf in the etc folder. I do
> not have my.cnf in the datadir. I'm not sure if the configuration needs to
> change in this file and if I should have my.cnf in the datadir folder as
> well?
>
>
> /etc/my.cnf
> ===========
> bash-3.2# more my.cnf
> [mysqld]
> datadir=/var/lib/mysql
> socket=/var/lib/mysql/mysql.sock
> user=mysql
> # Default to using old password format for compatibility with mysql 3.x
> # clients (those using the mysqlclient10 compatibility package).
> old_passwords=1
>
> [mysqld_safe]
> log-error=/var/log/mysqld.log
> pid-file=/var/run/mysqld/mysqld.pid
> bash-3.2#
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From testwreq at gmail.com  Tue Aug 11 08:32:46 2009
From: testwreq at gmail.com (testwreq at gmail.com)
Date: Tue, 11 Aug 2009 12:32:46 +0000
Subject: [rt-users] performace is very slow on 3.8.2
In-Reply-To: <c8c01a250908102333i806e9eet87485f3ad8dbe54a@mail.gmail.com>
Message-ID: <0016e6441e7c5246770470dce614@google.com>

Are there any specific settings for RT in my.cnf that I should try before  
installing any new packages?

On Aug 11, 2009 2:33am, Aaron Guise <aaron at guise.net.nz> wrote:
> MySQLtuner would be a good place to start. MySQL is unfortunately not  
> configured optimally for RT in a default install.

> You can get it here





> Regards,


> Aaron Guise





> 07 838 7793


> 027

> 212 6638


> aaron at guise.net.nz











> On Tue, Aug 11, 2009 at 1:57 AM, testwreq at gmail.com> wrote:




> Our RT is installed on Linux CentOS 5.3 server running Apache and uses  
> mysql. We just went live 2 days back with the website and RT on the same  
> server, and the performance is slow from day 1. This was not the case  
> when we were testing RT. Probabaly mysql is not configured well. We are  
> pretty new to all this. Below are the contents of my.cnf in the etc  
> folder. I do not have my.cnf in the datadir. I'm not sure if the  
> configuration needs to change in this file and if I should have my.cnf in  
> the datadir folder as well?








> /etc/my.cnf


> ===========


> bash-3.2# more my.cnf


> [mysqld]


> datadir=/var/lib/mysql


> socket=/var/lib/mysql/mysql.sock


> user=mysql


> # Default to using old password format for compatibility with mysql 3.x


> # clients (those using the mysqlclient10 compatibility package).


> old_passwords=1





> [mysqld_safe]


> log-error=/var/log/mysqld.log


> pid-file=/var/run/mysqld/mysqld.pid


> bash-3.2#
> _______________________________________________


> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users





> Community help: http://wiki.bestpractical.com


> Commercial support: sales at bestpractical.com








> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.


> Buy a copy at http://rtbook.bestpractical.com





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From testwreq at gmail.com  Tue Aug 11 09:26:49 2009
From: testwreq at gmail.com (testwreq at gmail.com)
Date: Tue, 11 Aug 2009 13:26:49 +0000
Subject: [rt-users] RT privileged user cannot see 'Preferences'
Message-ID: <0015175cb87cabafb60470dda73a@google.com>

RT experts: We created a priviliged user so he can view tickets created by  
him and gave him access to one of the queues. When we login as him, we  
cannot see 'Preferences' tab on the right hand side of the screen. We  
wouuld like him to be able to change his password. What rights should be  
given for this?


Thanks, rq
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From javoskam at uwaterloo.ca  Tue Aug 11 09:32:02 2009
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Tue, 11 Aug 2009 09:32:02 -0400
Subject: [rt-users] RT privileged user cannot see 'Preferences'
In-Reply-To: <0015175cb87cabafb60470dda73a@google.com>
References: <0015175cb87cabafb60470dda73a@google.com>
Message-ID: <4A8172D2.8040806@uwaterloo.ca>

On 08/11/2009 09:26 AM, testwreq at gmail.com wrote:
> RT experts: We created a priviliged user so he can view tickets 
> created by him and gave him access to one of the queues. When we login 
> as him, we cannot see 'Preferences' tab on the right hand side of the 
> screen. We wouuld like him to be able to change his password. What 
> rights should be given for this?
>
>
> Thanks, rq
ModifySelf.

Jeff


From mdorschler at tuscom.com  Tue Aug 11 10:29:41 2009
From: mdorschler at tuscom.com (Martin Dorschler)
Date: Tue, 11 Aug 2009 09:29:41 -0500
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to execute
Message-ID: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>

RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC however when creating a new ticket in this queue they do not show in  AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple scrips but they never seem to trigger. I only have one "Stage" available in Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
                Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate



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From kfcrocker at lbl.gov  Tue Aug 11 11:08:15 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 11 Aug 2009 08:08:15 -0700
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
	execute
In-Reply-To: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
Message-ID: <4A81895F.10104@lbl.gov>

Martin,

Are you aware that the person that initiates the transaction (whether it 
be Queue change, create, whatever) does NOT get a notification. If I am 
the AdminCc and I create a ticket or change the Queue or whatever, I 
will NOT get an EMail. Reason, RT sees it as a redundant exercise. The 
Email is in history and you already know what you did. IF, however, you 
still want to get one, then change your configuration to turn on "Notify 
Actor". Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:
>
> RT 3.6.5
>
> Under the specific queue as admin I have set 2 users as Administrative 
> CC however when creating a new ticket in this queue they do not show 
> in  AdminCC section.
>
>  
>
> Also in both global Scrips and per Queue scrips I have tried to set 2 
> simple scrips but they never seem to trigger. I only have one "Stage" 
> available in Scrips which is TransactionCreate.
>
> I feel I must be missing some general concept in how these are 
> supposed to work, but cannot find my error in Docs or FAQ.
>
> Specifics of Scrips follow. Any help greatly appreciated.
>
>  
>
> 1^st is to send an email to AdminCC's on queue change
>
>  
>
> Condition: User Defined
>
>                 Custom Condition: On Queue Change
>
> Action: Notify AdminCcs
>
> Template: Global Template: Status Change
>
> Stage: TransactionCreate
>
>  
>
> 2^nd is to notify an owner if a ticket is assigned to him
>
>  
>
> Condition: On Owner Change
>
> Action: Notify Owner
>
> Template: Global Template: Transaction
>
> Stage: TransactionCreate
>
>  
>
>  
>
>  
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From testwreq at gmail.com  Tue Aug 11 11:47:05 2009
From: testwreq at gmail.com (testwreq at gmail.com)
Date: Tue, 11 Aug 2009 15:47:05 +0000
Subject: [rt-users] rt root password
Message-ID: <0016369cffae4800d60470df9d87@google.com>

RT experts: How to change RT root password for the web interface?
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From jarends at illinois.edu  Tue Aug 11 11:59:57 2009
From: jarends at illinois.edu (John Arends)
Date: Tue, 11 Aug 2009 10:59:57 -0500
Subject: [rt-users] rt root password
In-Reply-To: <0016369cffae4800d60470df9d87@google.com>
References: <0016369cffae4800d60470df9d87@google.com>
Message-ID: <4A81957D.6040705@illinois.edu>

testwreq at gmail.com wrote:
> RT experts: How to change RT root password for the web interface? 

Log in as root and change the password like any other user?

Or is your problem that you don't know/forgot the RT password and are 
locked out?


From kfcrocker at lbl.gov  Tue Aug 11 12:18:36 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 11 Aug 2009 09:18:36 -0700
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
	execute
In-Reply-To: <EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
Message-ID: <4A8199DC.6050201@lbl.gov>

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:
>
> Thanks for your response. I just tried enabling that however it does 
> not seem to have made a difference. Also in history it does not show 
> that the Scrip is occurring, that is it shows the following
>
>  
>
> #             Tue Aug 11 08:36:34 2009              martin - Ticket 
> created                 [Reply] [Comment]
>
> Subject:               12345
>
> Download (untitled) [text/plain 5b]
>
> abcde
>
> #             Tue Aug 11 08:36:35 2009              RT_System - 
> Outgoing email recorded                  [Show]
>
> #             Tue Aug 11 10:18:26 2009              martin - Queue 
> changed from City to Tuscom                   
>
> #             Tue Aug 11 10:18:26 2009              martin - Given to 
> martin
>
>  
>
> But no emails are sent either for changing queue or for changing owner
>
>  
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Tuesday, August 11, 2009 10:08 AM
> *To:* Martin Dorschler
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> Martin,
>
> Are you aware that the person that initiates the transaction (whether 
> it be Queue change, create, whatever) does NOT get a notification. If 
> I am the AdminCc and I create a ticket or change the Queue or 
> whatever, I will NOT get an EMail. Reason, RT sees it as a redundant 
> exercise. The Email is in history and you already know what you did. 
> IF, however, you still want to get one, then change your configuration 
> to turn on "Notify Actor". Hope this helps.
>
> Kenn
> LBNL
>
> On 8/11/2009 7:29 AM, Martin Dorschler wrote:
>
> RT 3.6.5
>
> Under the specific queue as admin I have set 2 users as Administrative 
> CC however when creating a new ticket in this queue they do not show 
> in  AdminCC section.
>
>  
>
> Also in both global Scrips and per Queue scrips I have tried to set 2 
> simple scrips but they never seem to trigger. I only have one "Stage" 
> available in Scrips which is TransactionCreate.
>
> I feel I must be missing some general concept in how these are 
> supposed to work, but cannot find my error in Docs or FAQ.
>
> Specifics of Scrips follow. Any help greatly appreciated.
>
>  
>
> 1^st is to send an email to AdminCC's on queue change
>
>  
>
> Condition: User Defined
>
>                 Custom Condition: On Queue Change
>
> Action: Notify AdminCcs
>
> Template: Global Template: Status Change
>
> Stage: TransactionCreate
>
>  
>
> 2^nd is to notify an owner if a ticket is assigned to him
>
>  
>
> Condition: On Owner Change
>
> Action: Notify Owner
>
> Template: Global Template: Transaction
>
> Stage: TransactionCreate
>
>  
>
>  
>
>  
>
>  
> ------------------------------------------------------------------------
>
>
>   
>  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>  
>  
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From ruslan.zakirov at gmail.com  Tue Aug 11 12:26:21 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 11 Aug 2009 20:26:21 +0400
Subject: [rt-users] performace is very slow on 3.8.2
In-Reply-To: <0016e6441e7c5246770470dce614@google.com>
References: <c8c01a250908102333i806e9eet87485f3ad8dbe54a@mail.gmail.com>
	<0016e6441e7c5246770470dce614@google.com>
Message-ID: <589c94400908110926n4dc58b10ic53838dc954faa0d@mail.gmail.com>

It's not a package, but a script and you probably have all deps it needs.

On Tue, Aug 11, 2009 at 4:32 PM, <testwreq at gmail.com> wrote:
> Are there any specific settings for RT in my.cnf that I should try before
> installing any new packages?
>
> On Aug 11, 2009 2:33am, Aaron Guise <aaron at guise.net.nz> wrote:
>> MySQLtuner would be a good place to start.? MySQL is unfortunately not
>> configured optimally for RT in a default install.
>>
>> You can get it here
>>
>>
>>
>>
>>
>> Regards,
>>
>>
>> Aaron Guise
>>
>>
>>
>>
>>
>> 07 838 7793
>>
>>
>> 027
>>
>> 212 6638
>>
>>
>> aaron at guise.net.nz
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> On Tue, Aug 11, 2009 at 1:57 AM, testwreq at gmail.com> wrote:
>>
>>
>>
>>
>> Our RT is installed on Linux CentOS 5.3 server running Apache and uses
>> mysql. We just went live 2 days back with the website and RT on the same
>> server, and the performance is slow from day 1. This was not the case when
>> we were testing RT. Probabaly mysql is not configured well. We are pretty
>> new to all this. Below are the contents of my.cnf in the etc folder. I do
>> not have my.cnf in the datadir. I'm not sure if the configuration needs to
>> change in this file and if I should have my.cnf in the datadir folder as
>> well?
>>
>>
>>
>>
>>
>>
>>
>>
>> /etc/my.cnf
>>
>>
>> ===========
>>
>>
>> bash-3.2# more my.cnf
>>
>>
>> [mysqld]
>>
>>
>> datadir=/var/lib/mysql
>>
>>
>> socket=/var/lib/mysql/mysql.sock
>>
>>
>> user=mysql
>>
>>
>> # Default to using old password format for compatibility with mysql 3.x
>>
>>
>> # clients (those using the mysqlclient10 compatibility package).
>>
>>
>> old_passwords=1
>>
>>
>>
>>
>>
>> [mysqld_safe]
>>
>>
>> log-error=/var/log/mysqld.log
>>
>>
>> pid-file=/var/run/mysqld/mysqld.pid
>>
>>
>> bash-3.2#
>> _______________________________________________
>>
>>
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>
>>
>>
>>
>> Community help: http://wiki.bestpractical.com
>>
>>
>> Commercial support: sales at bestpractical.com
>>
>>
>>
>>
>>
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>
>>
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>>
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From mdorschler at tuscom.com  Tue Aug 11 12:55:56 2009
From: mdorschler at tuscom.com (Martin Dorschler)
Date: Tue, 11 Aug 2009 11:55:56 -0500
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
 execute
In-Reply-To: <4A8199DC.6050201@lbl.gov>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
Message-ID: <EDF0ACB75847DB449CA5BA8423C031454CC731123F@tuscom-exg01.tuscom.com>

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now _IS_ sending an email for owner change (In fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCC


From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:
Thanks for your response. I just tried enabling that however it does not seem to have made a difference. Also in history it does not show that the Scrip is occurring, that is it shows the following

#             Tue Aug 11 08:36:34 2009              martin - Ticket created                 [Reply] [Comment]
Subject:               12345
Download (untitled) [text/plain 5b]
abcde
#             Tue Aug 11 08:36:35 2009              RT_System - Outgoing email recorded                  [Show]
#             Tue Aug 11 10:18:26 2009              martin - Queue changed from City to Tuscom
#             Tue Aug 11 10:18:26 2009              martin - Given to martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether it be Queue change, create, whatever) does NOT get a notification. If I am the AdminCc and I create a ticket or change the Queue or whatever, I will NOT get an EMail. Reason, RT sees it as a redundant exercise. The Email is in history and you already know what you did. IF, however, you still want to get one, then change your configuration to turn on "Notify Actor". Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:
RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC however when creating a new ticket in this queue they do not show in  AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple scrips but they never seem to trigger. I only have one "Stage" available in Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
                Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate











________________________________












_______________________________________________

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users



Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com<mailto:sales at bestpractical.com>





Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

Buy a copy at http://rtbook.bestpractical.com
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From mdorschler at tuscom.com  Tue Aug 11 14:12:19 2009
From: mdorschler at tuscom.com (Martin Dorschler)
Date: Tue, 11 Aug 2009 13:12:19 -0500
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
 execute
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov> 
Message-ID: <EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>

I got rid of the dupes by taking the Scrip off of the queue and just having it global.
I thought maybe  the On Queue Change would work if I added an AdminCC to the ticket but still no go.
Is there something I have to set in the config for "On Queue Change" to work as a custom condition?

From: Martin Dorschler
Sent: Tuesday, August 11, 2009 11:56 AM
To: 'Ken Crocker'; rt Users
Subject: RE: [rt-users] Unable to get AdminCC's to show or get scrips to execute

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now _IS_ sending an email for owner change (In fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCC


From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:
Thanks for your response. I just tried enabling that however it does not seem to have made a difference. Also in history it does not show that the Scrip is occurring, that is it shows the following

#             Tue Aug 11 08:36:34 2009              martin - Ticket created                 [Reply] [Comment]
Subject:               12345
Download (untitled) [text/plain 5b]
abcde
#             Tue Aug 11 08:36:35 2009              RT_System - Outgoing email recorded                  [Show]
#             Tue Aug 11 10:18:26 2009              martin - Queue changed from City to Tuscom
#             Tue Aug 11 10:18:26 2009              martin - Given to martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether it be Queue change, create, whatever) does NOT get a notification. If I am the AdminCc and I create a ticket or change the Queue or whatever, I will NOT get an EMail. Reason, RT sees it as a redundant exercise. The Email is in history and you already know what you did. IF, however, you still want to get one, then change your configuration to turn on "Notify Actor". Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:
RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC however when creating a new ticket in this queue they do not show in  AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple scrips but they never seem to trigger. I only have one "Stage" available in Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
                Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate















________________________________
















_______________________________________________

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users



Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com<mailto:sales at bestpractical.com>





Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

Buy a copy at http://rtbook.bestpractical.com
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From jhartshorn at seattletimes.com  Tue Aug 11 14:15:32 2009
From: jhartshorn at seattletimes.com (Joel Hartshorn)
Date: Tue, 11 Aug 2009 11:15:32 -0700
Subject: [rt-users] Custom My Day Page
Message-ID: <AF752BCA9C593C40B67D85AB98090C700B37E0@PEXCHVD.seatimes.com>

I would like to add a tool to RT for entering some simple day. 
I would like to start with a copy of the MyDay.html tool and change the
status searched for to resolved. This page would live under Tools next to
the My Day page.
Is this possible, and/or feasable? 
Thanks, 
Joel Hartshorn
Internet Engineer/New Media
The Seattle Times Company
206 464 2323
nwsource.com | seattletimes.com 

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From kfcrocker at lbl.gov  Tue Aug 11 14:22:41 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 11 Aug 2009 11:22:41 -0700
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
	execute
In-Reply-To: <EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
Message-ID: <4A81B6F1.7050107@lbl.gov>

Martin,

Is it sending out a notification at all? If so, is it sending to the 
"TO" Queue" or to the "FROM" Queue? I'm thinking it sends to the "TO" 
Queue. We have a Global Scrip that does this and it sends a notice to 
the AdminCc of the "TO" Queue (as long as the actor is not the trans 
initiator).

Kenn
LBNL

On 8/11/2009 11:12 AM, Martin Dorschler wrote:
>
> I got rid of the dupes by taking the Scrip off of the queue and just 
> having it global.
>
> I thought maybe  the On Queue Change would work if I added an AdminCC 
> to the ticket but still no go.
>
> Is there something I have to set in the config for "On Queue Change" 
> to work as a custom condition?
>
>  
>
> *From:* Martin Dorschler
> *Sent:* Tuesday, August 11, 2009 11:56 AM
> *To:* 'Ken Crocker'; rt Users
> *Subject:* RE: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> I set my etc/request-tracker3.6/RT_SiteConfig.pm to
>
> Set($NotifyActor, 1);  
>
> And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm
>
>  
>
> I just restarted apache and it now _/IS/_ sending an email for owner 
> change (In fact it is sending it Twice! And logging it twice in history)
>
> Progress, yes!
>
>  
>
> Still no email on queue change however
>
> And still not populating the AdminCC
>
>  
>
>  
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Tuesday, August 11, 2009 11:19 AM
> *To:* Martin Dorschler; rt Users
> *Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> Martin,
>
> You set your RT_SiteConfig.pm to turn on "NotifyActor?
>
> Kenn
> LBNL
>
> On 8/11/2009 8:18 AM, Martin Dorschler wrote:
>
> Thanks for your response. I just tried enabling that however it does 
> not seem to have made a difference. Also in history it does not show 
> that the Scrip is occurring, that is it shows the following
>
>  
>
> #             Tue Aug 11 08:36:34 2009              martin - Ticket 
> created                 [Reply] [Comment]
>
> Subject:               12345
>
> Download (untitled) [text/plain 5b]
>
> abcde
>
> #             Tue Aug 11 08:36:35 2009              RT_System - 
> Outgoing email recorded                  [Show]
>
> #             Tue Aug 11 10:18:26 2009              martin - Queue 
> changed from City to Tuscom                   
>
> #             Tue Aug 11 10:18:26 2009              martin - Given to 
> martin
>
>  
>
> But no emails are sent either for changing queue or for changing owner
>
>  
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Tuesday, August 11, 2009 10:08 AM
> *To:* Martin Dorschler
> *Cc:* rt-users at lists.bestpractical.com 
> <mailto:rt-users at lists.bestpractical.com>
> *Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> Martin,
>
> Are you aware that the person that initiates the transaction (whether 
> it be Queue change, create, whatever) does NOT get a notification. If 
> I am the AdminCc and I create a ticket or change the Queue or 
> whatever, I will NOT get an EMail. Reason, RT sees it as a redundant 
> exercise. The Email is in history and you already know what you did. 
> IF, however, you still want to get one, then change your configuration 
> to turn on "Notify Actor". Hope this helps.
>
> Kenn
> LBNL
>
> On 8/11/2009 7:29 AM, Martin Dorschler wrote:
>
> RT 3.6.5
>
> Under the specific queue as admin I have set 2 users as Administrative 
> CC however when creating a new ticket in this queue they do not show 
> in  AdminCC section.
>
>  
>
> Also in both global Scrips and per Queue scrips I have tried to set 2 
> simple scrips but they never seem to trigger. I only have one "Stage" 
> available in Scrips which is TransactionCreate.
>
> I feel I must be missing some general concept in how these are 
> supposed to work, but cannot find my error in Docs or FAQ.
>
> Specifics of Scrips follow. Any help greatly appreciated.
>
>  
>
> 1^st is to send an email to AdminCC's on queue change
>
>  
>
> Condition: User Defined
>
>                 Custom Condition: On Queue Change
>
> Action: Notify AdminCcs
>
> Template: Global Template: Status Change
>
> Stage: TransactionCreate
>
>  
>
> 2^nd is to notify an owner if a ticket is assigned to him
>
>  
>
> Condition: On Owner Change
>
> Action: Notify Owner
>
> Template: Global Template: Transaction
>
> Stage: TransactionCreate
>
>  
>
>  
>
>  
>
>  
>  
>  
>  
> ------------------------------------------------------------------------
>
>
>   
>  
>  
>  
>  
>   
>  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>  
>  
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From mdorschler at tuscom.com  Tue Aug 11 14:25:58 2009
From: mdorschler at tuscom.com (Martin Dorschler)
Date: Tue, 11 Aug 2009 13:25:58 -0500
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
 execute
In-Reply-To: <4A81B6F1.7050107@lbl.gov>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
	<4A81B6F1.7050107@lbl.gov>
Message-ID: <EDF0ACB75847DB449CA5BA8423C031454CC731125D@tuscom-exg01.tuscom.com>

It does not log sending a notification at all.

From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 1:23 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Is it sending out a notification at all? If so, is it sending to the "TO" Queue" or to the "FROM" Queue? I'm thinking it sends to the "TO" Queue. We have a Global Scrip that does this and it sends a notice to the AdminCc of the "TO" Queue (as long as the actor is not the trans initiator).

Kenn
LBNL

On 8/11/2009 11:12 AM, Martin Dorschler wrote:
I got rid of the dupes by taking the Scrip off of the queue and just having it global.
I thought maybe  the On Queue Change would work if I added an AdminCC to the ticket but still no go.
Is there something I have to set in the config for "On Queue Change" to work as a custom condition?

From: Martin Dorschler
Sent: Tuesday, August 11, 2009 11:56 AM
To: 'Ken Crocker'; rt Users
Subject: RE: [rt-users] Unable to get AdminCC's to show or get scrips to execute

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now _IS_ sending an email for owner change (In fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCC


From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:
Thanks for your response. I just tried enabling that however it does not seem to have made a difference. Also in history it does not show that the Scrip is occurring, that is it shows the following

#             Tue Aug 11 08:36:34 2009              martin - Ticket created                 [Reply] [Comment]
Subject:               12345
Download (untitled) [text/plain 5b]
abcde
#             Tue Aug 11 08:36:35 2009              RT_System - Outgoing email recorded                  [Show]
#             Tue Aug 11 10:18:26 2009              martin - Queue changed from City to Tuscom
#             Tue Aug 11 10:18:26 2009              martin - Given to martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether it be Queue change, create, whatever) does NOT get a notification. If I am the AdminCc and I create a ticket or change the Queue or whatever, I will NOT get an EMail. Reason, RT sees it as a redundant exercise. The Email is in history and you already know what you did. IF, however, you still want to get one, then change your configuration to turn on "Notify Actor". Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:
RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC however when creating a new ticket in this queue they do not show in  AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple scrips but they never seem to trigger. I only have one "Stage" available in Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
                Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate

















________________________________






















_______________________________________________

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users



Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com<mailto:sales at bestpractical.com>





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From 0graham0 at gmail.com  Tue Aug 11 14:35:25 2009
From: 0graham0 at gmail.com (0graham0)
Date: Tue, 11 Aug 2009 11:35:25 -0700 (PDT)
Subject: [rt-users] Date/Time display question
Message-ID: <24922125.post@talk.nabble.com>



Ruslan Zakirov wrote:
> 
> 
> It's very unpleasant to say but IMHO $Timezone config option never
> worked as expected. Environment variable TZ works. You can define it
> for RT's web-server processes only.
> 
> 

Is it possible to clarify how to set TZ for RT's web-server processes only?
I currently have Set($Timezone , 'US/Eastern'); in my RT_SiteConfig.pm file.
When I go to RT Preferences I see the system default time in UTC. I am
running RT 3.8.4 off a server running ubuntu 9.04 with the system clock set
to EST. In the terminal I ran "export TZ=US/Eastern" and then restarted
Apache, but the RT system default time remains at UTC.
-- 
View this message in context: http://www.nabble.com/Date-Time-display-question-tp1296606p24922125.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From kfcrocker at lbl.gov  Tue Aug 11 14:58:36 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 11 Aug 2009 11:58:36 -0700
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
	execute
In-Reply-To: <EDF0ACB75847DB449CA5BA8423C031454CC731125D@tuscom-exg01.tuscom.com>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
	<4A81B6F1.7050107@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC731125D@tuscom-exg01.tuscom.com>
Message-ID: <4A81BF5C.6060504@lbl.gov>

Martin,

You got me. The only time I have ever had a notification not go out was 
when the conditions weren't right. If other notification scrips are 
working, then other than "desk-checking" your conditions and making sure 
they match, I don't have anything else to offer. Sorry.

Kenn
LBNL

On 8/11/2009 11:25 AM, Martin Dorschler wrote:
>
> It does not log sending a notification at all.
>
>  
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Tuesday, August 11, 2009 1:23 PM
> *To:* Martin Dorschler
> *Cc:* rt Users
> *Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> Martin,
>
> Is it sending out a notification at all? If so, is it sending to the 
> "TO" Queue" or to the "FROM" Queue? I'm thinking it sends to the "TO" 
> Queue. We have a Global Scrip that does this and it sends a notice to 
> the AdminCc of the "TO" Queue (as long as the actor is not the trans 
> initiator).
>
> Kenn
> LBNL
>
> On 8/11/2009 11:12 AM, Martin Dorschler wrote:
>
> I got rid of the dupes by taking the Scrip off of the queue and just 
> having it global.
>
> I thought maybe  the On Queue Change would work if I added an AdminCC 
> to the ticket but still no go.
>
> Is there something I have to set in the config for "On Queue Change" 
> to work as a custom condition?
>
>  
>
> *From:* Martin Dorschler
> *Sent:* Tuesday, August 11, 2009 11:56 AM
> *To:* 'Ken Crocker'; rt Users
> *Subject:* RE: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> I set my etc/request-tracker3.6/RT_SiteConfig.pm to
>
> Set($NotifyActor, 1);  
>
> And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm
>
>  
>
> I just restarted apache and it now _/IS/_ sending an email for owner 
> change (In fact it is sending it Twice! And logging it twice in history)
>
> Progress, yes!
>
>  
>
> Still no email on queue change however
>
> And still not populating the AdminCC
>
>  
>
>  
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Tuesday, August 11, 2009 11:19 AM
> *To:* Martin Dorschler; rt Users
> *Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> Martin,
>
> You set your RT_SiteConfig.pm to turn on "NotifyActor?
>
> Kenn
> LBNL
>
> On 8/11/2009 8:18 AM, Martin Dorschler wrote:
>
> Thanks for your response. I just tried enabling that however it does 
> not seem to have made a difference. Also in history it does not show 
> that the Scrip is occurring, that is it shows the following
>
>  
>
> #             Tue Aug 11 08:36:34 2009              martin - Ticket 
> created                 [Reply] [Comment]
>
> Subject:               12345
>
> Download (untitled) [text/plain 5b]
>
> abcde
>
> #             Tue Aug 11 08:36:35 2009              RT_System - 
> Outgoing email recorded                  [Show]
>
> #             Tue Aug 11 10:18:26 2009              martin - Queue 
> changed from City to Tuscom                   
>
> #             Tue Aug 11 10:18:26 2009              martin - Given to 
> martin
>
>  
>
> But no emails are sent either for changing queue or for changing owner
>
>  
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Tuesday, August 11, 2009 10:08 AM
> *To:* Martin Dorschler
> *Cc:* rt-users at lists.bestpractical.com 
> <mailto:rt-users at lists.bestpractical.com>
> *Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> Martin,
>
> Are you aware that the person that initiates the transaction (whether 
> it be Queue change, create, whatever) does NOT get a notification. If 
> I am the AdminCc and I create a ticket or change the Queue or 
> whatever, I will NOT get an EMail. Reason, RT sees it as a redundant 
> exercise. The Email is in history and you already know what you did. 
> IF, however, you still want to get one, then change your configuration 
> to turn on "Notify Actor". Hope this helps.
>
> Kenn
> LBNL
>
> On 8/11/2009 7:29 AM, Martin Dorschler wrote:
>
> RT 3.6.5
>
> Under the specific queue as admin I have set 2 users as Administrative 
> CC however when creating a new ticket in this queue they do not show 
> in  AdminCC section.
>
>  
>
> Also in both global Scrips and per Queue scrips I have tried to set 2 
> simple scrips but they never seem to trigger. I only have one "Stage" 
> available in Scrips which is TransactionCreate.
>
> I feel I must be missing some general concept in how these are 
> supposed to work, but cannot find my error in Docs or FAQ.
>
> Specifics of Scrips follow. Any help greatly appreciated.
>
>  
>
> 1^st is to send an email to AdminCC's on queue change
>
>  
>
> Condition: User Defined
>
>                 Custom Condition: On Queue Change
>
> Action: Notify AdminCcs
>
> Template: Global Template: Status Change
>
> Stage: TransactionCreate
>
>  
>
> 2^nd is to notify an owner if a ticket is assigned to him
>
>  
>
> Condition: On Owner Change
>
> Action: Notify Owner
>
> Template: Global Template: Transaction
>
> Stage: TransactionCreate
>
>  
>
>  
>
>  
>
>  
>  
>  
>  
>  
> ------------------------------------------------------------------------
>
>
>   
>  
>  
>   
>  
>  
>  
>  
>   
>  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com <mailto: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
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From mdorschler at tuscom.com  Tue Aug 11 16:38:50 2009
From: mdorschler at tuscom.com (Martin Dorschler)
Date: Tue, 11 Aug 2009 15:38:50 -0500
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
 execute
In-Reply-To: <4A81BF5C.6060504@lbl.gov>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
	<4A81B6F1.7050107@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC731125D@tuscom-exg01.tuscom.com>
	<4A81BF5C.6060504@lbl.gov>
Message-ID: <EDF0ACB75847DB449CA5BA8423C031454CC73112BF@tuscom-exg01.tuscom.com>

You got me going with the Owner notification which I greatly appreciate. I will keep digging at the On Queue Change.

Thanks for your help

From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 1:59 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You got me. The only time I have ever had a notification not go out was when the conditions weren't right. If other notification scrips are working, then other than "desk-checking" your conditions and making sure they match, I don't have anything else to offer. Sorry.

Kenn
LBNL

On 8/11/2009 11:25 AM, Martin Dorschler wrote:
It does not log sending a notification at all.

From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 1:23 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Is it sending out a notification at all? If so, is it sending to the "TO" Queue" or to the "FROM" Queue? I'm thinking it sends to the "TO" Queue. We have a Global Scrip that does this and it sends a notice to the AdminCc of the "TO" Queue (as long as the actor is not the trans initiator).

Kenn
LBNL

On 8/11/2009 11:12 AM, Martin Dorschler wrote:
I got rid of the dupes by taking the Scrip off of the queue and just having it global.
I thought maybe  the On Queue Change would work if I added an AdminCC to the ticket but still no go.
Is there something I have to set in the config for "On Queue Change" to work as a custom condition?

From: Martin Dorschler
Sent: Tuesday, August 11, 2009 11:56 AM
To: 'Ken Crocker'; rt Users
Subject: RE: [rt-users] Unable to get AdminCC's to show or get scrips to execute

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now _IS_ sending an email for owner change (In fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCC


From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:
Thanks for your response. I just tried enabling that however it does not seem to have made a difference. Also in history it does not show that the Scrip is occurring, that is it shows the following

#             Tue Aug 11 08:36:34 2009              martin - Ticket created                 [Reply] [Comment]
Subject:               12345
Download (untitled) [text/plain 5b]
abcde
#             Tue Aug 11 08:36:35 2009              RT_System - Outgoing email recorded                  [Show]
#             Tue Aug 11 10:18:26 2009              martin - Queue changed from City to Tuscom
#             Tue Aug 11 10:18:26 2009              martin - Given to martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether it be Queue change, create, whatever) does NOT get a notification. If I am the AdminCc and I create a ticket or change the Queue or whatever, I will NOT get an EMail. Reason, RT sees it as a redundant exercise. The Email is in history and you already know what you did. IF, however, you still want to get one, then change your configuration to turn on "Notify Actor". Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:
RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC however when creating a new ticket in this queue they do not show in  AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple scrips but they never seem to trigger. I only have one "Stage" available in Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
                Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate



















________________________________




























_______________________________________________

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users



Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com<mailto: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<mailto:sales at bestpractical.com>





Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

Buy a copy at http://rtbook.bestpractical.com
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From mdorschler at tuscom.com  Tue Aug 11 18:00:47 2009
From: mdorschler at tuscom.com (Martin Dorschler)
Date: Tue, 11 Aug 2009 17:00:47 -0500
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
 execute
In-Reply-To: <4A81BF5C.6060504@lbl.gov>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
	<4A81B6F1.7050107@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC731125D@tuscom-exg01.tuscom.com>
	<4A81BF5C.6060504@lbl.gov>
Message-ID: <EDF0ACB75847DB449CA5BA8423C031454CC73112E8@tuscom-exg01.tuscom.com>

Upon digging further I find the following error in the syslog

Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: Bareword "Change" not allowed while "strict subs" in use at (eval 1380) line 1. (/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69)

If I comment out Use Strict in UserDefined.pm I then get
Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can't locate object method "On" via package "Queue" (perhaps you forgot to load "Queue"?) at (eval 631) line 1.  Stack:  <....SNIP>

It looks as though it is trying to interpret it as raw perl. Am I supposed to be including an addon somewhere for On Queue Change?
Is On Queue Change the only thing I need to put in Custom Condition: ?












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From kfcrocker at lbl.gov  Tue Aug 11 19:22:07 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 11 Aug 2009 16:22:07 -0700
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
	execute
In-Reply-To: <EDF0ACB75847DB449CA5BA8423C031454CC73112E8@tuscom-exg01.tuscom.com>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
	<4A81B6F1.7050107@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC731125D@tuscom-exg01.tuscom.com>
	<4A81BF5C.6060504@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC73112E8@tuscom-exg01.tuscom.com>
Message-ID: <4A81FD1F.3070402@lbl.gov>

Martin,

I suspect that RT is not allowing you to change the Queue for the 
ticket. That would also explain why you didn't get an email, it never 
completed the transaction. Check your rights. In order to move a ticket 
to a Queue, you have to have the "CreateTicket" right in that new Queue.

Kenn
LBNL

On 8/11/2009 3:00 PM, Martin Dorschler wrote:
>
> Upon digging further I find the following error in the syslog
>
>  
>
> Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: 
> Bareword "Change" not allowed while "strict subs" in use at (eval 
> 1380) line 1. 
> (/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69) 
>
>  
>
> If I comment out Use Strict in UserDefined.pm I then get
>
> Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can't 
> locate object method "On" via package "Queue" (perhaps you forgot to 
> load "Queue"?) at (eval 631) line 1.  Stack:  <....SNIP>
>
>  
>
> It looks as though it is trying to interpret it as raw perl. Am I 
> supposed to be including an addon somewhere for On Queue Change?
>
> Is On Queue Change the only thing I need to put in Custom Condition: ?
>
>  
>   
>  
>  
>  
>  
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From allen+rtlist at crystalfontz.com  Tue Aug 11 20:02:57 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Tue, 11 Aug 2009 17:02:57 -0700
Subject: [rt-users] QueryBuilder: find where LastUpdatedBy 'unprivileged'
Message-ID: <885d981e0908111702q74756838x59dd3914c9436852@mail.gmail.com>

We would like to make a Saved Search that will show us all tickets
where LastUpdatedBy was a client as opposed to one of our support
staff.

What would the correct TicketSQL be to get something like:

(Status = 'open' OR Status = 'new' ) AND (  Owner = '__CurrentUser__' ) AND
(
  LastUpdatedBy IS AN UNPRIVILEGED USER
  OR
  LastUpdatedBy.User.Email Not like '@ourdomain.com'
)

Is such a query possible in TicketSQL?

I searched the web and could only find an announcement of release
3.6.7 where one of the change notes was:

    "* add id to the list of users' properties you can search by [ruz]"

but I don't know how one actually searches on a user's property in the
QueryBuilder.


From mdorschler at tuscom.com  Tue Aug 11 20:08:30 2009
From: mdorschler at tuscom.com (Martin Dorschler)
Date: Tue, 11 Aug 2009 19:08:30 -0500
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
 execute
In-Reply-To: <4A81FD1F.3070402@lbl.gov>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
	<4A81B6F1.7050107@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC731125D@tuscom-exg01.tuscom.com>
	<4A81BF5C.6060504@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC73112E8@tuscom-exg01.tuscom.com>
	<4A81FD1F.3070402@lbl.gov>
Message-ID: <06CDA5B4-C10D-42A5-AE41-83C385272296@tuscom.com>

But the queue does change :) and it looks like from the syslog that it tries to trigger the action but then encounters that error



On Aug 11, 2009, at 6:22 PM, "Ken Crocker" <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:

Martin,

I suspect that RT is not allowing you to change the Queue for the ticket. That would also explain why you didn't get an email, it never completed the transaction. Check your rights. In order to move a ticket to a Queue, you have to have the "CreateTicket" right in that new Queue.

Kenn
LBNL

On 8/11/2009 3:00 PM, Martin Dorschler wrote:
Upon digging further I find the following error in the syslog

Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: Bareword "Change" not allowed while "strict subs" in use at (eval 1380) line 1. (/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69)

If I comment out Use Strict in UserDefined.pm I then get
Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can't locate object method "On" via package "Queue" (perhaps you forgot to load "Queue"?) at (eval 631) line 1.  Stack:  <?.SNIP>

It looks as though it is trying to interpret it as raw perl. Am I supposed to be including an addon somewhere for On Queue Change?
Is On Queue Change the only thing I need to put in Custom Condition: ?













________________________________

_______________________________________________
<http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: <http://wiki.bestpractical.com> http://wiki.bestpractical.com
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at <http://rtbook.bestpractical.com> http://rtbook.bestpractical.com

From jesse at bestpractical.com  Wed Aug 12 03:11:51 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 12 Aug 2009 08:11:51 +0100
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
 execute
In-Reply-To: <EDF0ACB75847DB449CA5BA8423C031454CC73112E8@tuscom-exg01.tuscom.com>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
	<4A81B6F1.7050107@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC731125D@tuscom-exg01.tuscom.com>
	<4A81BF5C.6060504@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC73112E8@tuscom-exg01.tuscom.com>
Message-ID: <20090812071151.GB3090@17h-2.local>




On Tue 11.Aug'09 at 17:00:47 -0500, Martin Dorschler wrote:
> Upon digging further I find the following error in the syslog
> 
>  
> 
> Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: Bareword
> "Change" not allowed while "strict subs" in use at (eval 1380) line 1. (/usr/
> share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69) 

Do you really mean to be using a "User defined" condition or do you want
to pick "On Queue Change" from the Condition dropdown?

>  
> 
> If I comment out Use Strict in UserDefined.pm I then get

That is the _wrong_ solution.  Turning off the code that detects errors
when you hit an error is only likely to hide the symptom, not fix the
problem.
 
> Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can't locate
> object method "On" via package "Queue" (perhaps you forgot to load "Queue"?) at
> (eval 631) line 1.  Stack:  <?.SNIP>
> 
>  
> 
> It looks as though it is trying to interpret it as raw perl. Am I supposed to
> be including an addon somewhere for On Queue Change?
> 
> Is On Queue Change the only thing I need to put in Custom Condition: ?
> 
>  
> 
>  
> 
>  
> 
>  
> 
>  
> 
>  
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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From mdorschler at tuscom.com  Wed Aug 12 07:43:40 2009
From: mdorschler at tuscom.com (Martin Dorschler)
Date: Wed, 12 Aug 2009 06:43:40 -0500
Subject: [rt-users] Unable to get AdminCC's to show or get scrips to
 execute
In-Reply-To: <20090812071151.GB3090@17h-2.local>
References: <EDF0ACB75847DB449CA5BA8423C031454CC73111FA@tuscom-exg01.tuscom.com>
	<4A81895F.10104@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311211@tuscom-exg01.tuscom.com>
	<4A8199DC.6050201@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC7311254@tuscom-exg01.tuscom.com>
	<4A81B6F1.7050107@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC731125D@tuscom-exg01.tuscom.com>
	<4A81BF5C.6060504@lbl.gov>
	<EDF0ACB75847DB449CA5BA8423C031454CC73112E8@tuscom-exg01.tuscom.com>
	<20090812071151.GB3090@17h-2.local>
Message-ID: <EDF0ACB75847DB449CA5BA8423C031454CC73112F1@tuscom-exg01.tuscom.com>

> Do you really mean to be using a "User defined" condition or do you want to pick "On Queue Change" from the Condition dropdown?

You nailed it, and I can't believe I missed that option in the built in Conditions.

> That is the _wrong_ solution.  Turning off the code that detects errors when you hit an error is only likely to hide the symptom, not fix the problem.
 
I realized that, and was only disabling it temporarily to see if the resulting error (or lack of) gave me any extra clues. I of course uncommented the line afterwards.

Thanks so much for your assistance!

From Mike.Johnson at NorMed.ca  Wed Aug 12 09:02:31 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 12 Aug 2009 09:02:31 -0400
Subject: [rt-users] To and CC sending in separate emails
Message-ID: <4A828522.4EF5.001E.0@NorMed.ca>

Greetings,
 
I'm new to the lists, but I did do a thorough search through the archives.  I can't seem to find anything describing my issue.
 
I have a scrip setup to 
 
On Correspond Notify Requestors and Ccs with template Correspondence
 
I want this to send 1 email, To = requestor email, and Cc = Cc/Bcc emails
 
RT is sending 2 emails, in 1 To is populated, in the other Cc is populated, and Bcc never gets populated...
 
What is wrong with my setup?
 
Note** we are running an old version of RT, maybe it's fixed in a newer version? (our version 3.2.1... yes I know it's old :P)
 
Thanks!
Mike.
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From Mike.Johnson at NorMed.ca  Wed Aug 12 10:35:45 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 12 Aug 2009 10:35:45 -0400
Subject: [rt-users] To and CC sending in separate emails
In-Reply-To: <4A828522.4EF5.001E.0@NorMed.ca>
References: <4A828522.4EF5.001E.0@NorMed.ca>
Message-ID: <4A829AFD.4EF5.001E.0@NorMed.ca>

Sorry, slight correction in the below.
 
The Bcc is populated in the second email along with the Cc.
 
So technically the scrip is sending the email, but it does not send it as 1.
 
The issue behind this, if I say "Hi Non-requestor, blah blah" and the Requestor reads that email, they don't know that I"ve communicated it to the Non-requestor, and they ask questions.
 
I'm looking to prevent that.
 
Again, I looked in the wiki, googled my face off, and looked through the history of the list.
 
Thanks!


>>> "Mike Johnson" <Mike.Johnson at NorMed.ca> 12/08/2009 9:02 am >>>
Greetings,
 
I'm new to the lists, but I did do a thorough search through the archives.  I can't seem to find anything describing my issue.
 
I have a scrip setup to 
 
On Correspond Notify Requestors and Ccs with template Correspondence
 
I want this to send 1 email, To = requestor email, and Cc = Cc/Bcc emails
 
RT is sending 2 emails, in 1 To is populated, in the other Cc is populated, and Bcc never gets populated...
 
What is wrong with my setup?
 
Note** we are running an old version of RT, maybe it's fixed in a newer version? (our version 3.2.1... yes I know it's old :P)
 
Thanks!
Mike.
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From piotr.teodorowski at contium.pl  Wed Aug 12 10:41:11 2009
From: piotr.teodorowski at contium.pl (Piotr Teodorowski)
Date: Wed, 12 Aug 2009 16:41:11 +0200
Subject: [rt-users] Bulk + AutoComplete
Message-ID: <1250088071.8553.34.camel@adminpanel>

Hi all,

I've problem with Customfields when i want to update few tickets by
bulk.html (Bulk update).

At first there was no input field for CF which type was Autocomplete, so
i copied Bulk.html to local/html/Search and added:
% } elsif ($cf->Type eq 'Autocomplete') {
<td><& /Elements/EditCustomFieldAutocomplete, @add &></td>
<td>&nbsp;</td>

after type Text...
and there is input field now, but the field do not complete my values -
it behavior as normal input field without autocompletition.

Do you have some advice what is wrong and how to repair it?

RT version 3.8.2

Best regards,
Piotr Teodorowski

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From jpierce at cambridgeenergyalliance.org  Wed Aug 12 11:18:33 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 12 Aug 2009 11:18:33 -0400
Subject: [rt-users] QueryBuilder: find where LastUpdatedBy 'unprivileged'
In-Reply-To: <885d981e0908111702q74756838x59dd3914c9436852@mail.gmail.com>
References: <885d981e0908111702q74756838x59dd3914c9436852@mail.gmail.com>
Message-ID: <be7163f0908120818o4bc08e2atf913a0d988098476@mail.gmail.com>

It's not exactly the same, but what about where Last Updated > Told?

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From ruslan.zakirov at gmail.com  Wed Aug 12 11:46:25 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 12 Aug 2009 19:46:25 +0400
Subject: [rt-users] QueryBuilder: find where LastUpdatedBy 'unprivileged'
In-Reply-To: <885d981e0908111702q74756838x59dd3914c9436852@mail.gmail.com>
References: <885d981e0908111702q74756838x59dd3914c9436852@mail.gmail.com>
Message-ID: <589c94400908120846i5e95f2ccl59f8961d129b426b@mail.gmail.com>

Hi Alllen,

Try LastUpdatedBy.EmailAddress not like '@...'. I think it works in
the latest RT.

But there is no LastUpdatedBy IS AN UNPRIVILEGED USER thing.

On Wed, Aug 12, 2009 at 4:02 AM, Allen<allen+rtlist at crystalfontz.com> wrote:
> We would like to make a Saved Search that will show us all tickets
> where LastUpdatedBy was a client as opposed to one of our support
> staff.
>
> What would the correct TicketSQL be to get something like:
>
> (Status = 'open' OR Status = 'new' ) AND ( ?Owner = '__CurrentUser__' ) AND
> (
> ?LastUpdatedBy IS AN UNPRIVILEGED USER
> ?OR
> ?LastUpdatedBy.User.Email Not like '@ourdomain.com'
> )
>
> Is such a query possible in TicketSQL?
>
> I searched the web and could only find an announcement of release
> 3.6.7 where one of the change notes was:
>
> ? ?"* add id to the list of users' properties you can search by [ruz]"
>
> but I don't know how one actually searches on a user's property in the
> QueryBuilder.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 rfh at vialtus.com  Wed Aug 12 12:02:19 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 12 Aug 2009 17:02:19 +0100
Subject: [rt-users] QueryBuilder: find where LastUpdatedBy 'unprivileged'
In-Reply-To: <589c94400908120846i5e95f2ccl59f8961d129b426b@mail.gmail.com>
References: <885d981e0908111702q74756838x59dd3914c9436852@mail.gmail.com>
	<589c94400908120846i5e95f2ccl59f8961d129b426b@mail.gmail.com>
Message-ID: <4A82E78B.1030301@vialtus.com>

Allen;

Can I also suggest a working practice we adopt and maybe relevant to 
your question, when we are waiting on a customer response we set a 
ticket status to stalled , and we have a global scrip to set a ticket 
status to open  on correspondence.
So when we look for tickets where the last correspondence was from a 
customer we simply look for
(Status = 'open') AND (  Owner = '__CurrentUser__' ) ; again a process 
we have is if a ticket is owned its no longer 'new',

Apologies if its not relevant.

Regards;

Roy

Ruslan Zakirov wrote:
> Hi Alllen,
>
> Try LastUpdatedBy.EmailAddress not like '@...'. I think it works in
> the latest RT.
>
> But there is no LastUpdatedBy IS AN UNPRIVILEGED USER thing.
>
> On Wed, Aug 12, 2009 at 4:02 AM, Allen<allen+rtlist at crystalfontz.com> wrote:
>   
>> We would like to make a Saved Search that will show us all tickets
>> where LastUpdatedBy was a client as opposed to one of our support
>> staff.
>>
>> What would the correct TicketSQL be to get something like:
>>
>> (Status = 'open' OR Status = 'new' ) AND (  Owner = '__CurrentUser__' ) AND
>> (
>>  LastUpdatedBy IS AN UNPRIVILEGED USER
>>  OR
>>  LastUpdatedBy.User.Email Not like '@ourdomain.com'
>> )
>>
>> Is such a query possible in TicketSQL?
>>
>> I searched the web and could only find an announcement of release
>> 3.6.7 where one of the change notes was:
>>
>>    "* add id to the list of users' properties you can search by [ruz]"
>>
>> but I don't know how one actually searches on a user's property in the
>> QueryBuilder.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 Michael_Ellis at UManitoba.CA  Wed Aug 12 12:06:11 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Wed, 12 Aug 2009 11:06:11 -0500
Subject: [rt-users] Asset Tracker API
Message-ID: <003b01ca1b66$d2fc6190$78f524b0$@CA>

(I'm sorry, I'm not sure if this is the right forum for this, If it isn't
I'd love to know what is.)

 

I've set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.

 

I'm wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:

 

my ($id, $t, $msg) = $at->Create (

                                Name => $csv[$csv_map{"Name"}],

                                Status => $csv[$csv_map{"Status"}],

                                Type => $csv[$csv_map{"Type"}],

 

What file in AT contains the handlers for these so that I can just inspect
it to see what else it can do?

 

Thanks,

 

Mike

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From todd at chaka.net  Wed Aug 12 13:03:50 2009
From: todd at chaka.net (Todd Chapman)
Date: Wed, 12 Aug 2009 13:03:50 -0400
Subject: [rt-users] Asset Tracker API
In-Reply-To: <003b01ca1b66$d2fc6190$78f524b0$@CA>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>
Message-ID: <519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>

It should be similar to adding links to tickets.

Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);

So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);

The default link types are:

    RefersTo
    ReferredToBy
    RunsOn
    IsRunning
    DependsOn
    DependedOnBy
    ComponentOf
    HasComponent
    Components

Unlike RT, AT's link types are configurable. See AT_Config.pm.

On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
> I?d love to know what is.)
>
>
>
> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
> recreated the links between assets.
>
>
>
> I?m wondering if anyone could point me in the right direction for finding
> what the set links equivalent to the set fields code below:
>
>
>
> my ($id, $t, $msg) = $at->Create (
>
> ??????????????????????????????? Name => $csv[$csv_map{"Name"}],
>
> ??????????????????????????????? Status => $csv[$csv_map{"Status"}],
>
> ??????????????????????????????? Type => $csv[$csv_map{"Type"}],
>
>
>
> What file in AT contains the handlers for these so that I can just inspect
> it to see what else it can do?
>
>
>
> Thanks,
>
>
>
> Mike


From Michael_Ellis at UManitoba.CA  Wed Aug 12 16:38:58 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Wed, 12 Aug 2009 15:38:58 -0500
Subject: [rt-users] Asset Tracker API
In-Reply-To: <519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>
	<519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>
Message-ID: <000701ca1b8c$efd4ea00$cf7ebe00$@CA>

Just to clarify, in...

	 $at->AddLink(Type=>'RefersTo',Target=> $at->URI);

... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?

-Mike

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: August-12-09 12:04 PM
To: Michael Ellis
Cc: rt Users; jsmoriss at mvlan.net
Subject: Re: [rt-users] Asset Tracker API

It should be similar to adding links to tickets.

Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);

So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);

The default link types are:

    RefersTo
    ReferredToBy
    RunsOn
    IsRunning
    DependsOn
    DependedOnBy
    ComponentOf
    HasComponent
    Components

Unlike RT, AT's link types are configurable. See AT_Config.pm.

On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
> I?d love to know what is.)
>
>
>
> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
> recreated the links between assets.
>
>
>
> I?m wondering if anyone could point me in the right direction for finding
> what the set links equivalent to the set fields code below:
>
>
>
> my ($id, $t, $msg) = $at->Create (
>
>                                 Name => $csv[$csv_map{"Name"}],
>
>                                 Status => $csv[$csv_map{"Status"}],
>
>                                 Type => $csv[$csv_map{"Type"}],
>
>
>
> What file in AT contains the handlers for these so that I can just inspect
> it to see what else it can do?
>
>
>
> Thanks,
>
>
>
> Mike
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



From todd at chaka.net  Wed Aug 12 16:46:24 2009
From: todd at chaka.net (Todd Chapman)
Date: Wed, 12 Aug 2009 16:46:24 -0400
Subject: [rt-users] Asset Tracker API
In-Reply-To: <000701ca1b8c$efd4ea00$cf7ebe00$@CA>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>
	<519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>
Message-ID: <519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>

My bad. If you want to link $at to $other_at:

$at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);

Try it and see.

On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Just to clarify, in...
>
> ? ? ? ? $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>
> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>
> -Mike
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
> Sent: August-12-09 12:04 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> It should be similar to adding links to tickets.
>
> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>
> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>
> The default link types are:
>
> ? ?RefersTo
> ? ?ReferredToBy
> ? ?RunsOn
> ? ?IsRunning
> ? ?DependsOn
> ? ?DependedOnBy
> ? ?ComponentOf
> ? ?HasComponent
> ? ?Components
>
> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>
> On Wed, Aug 12, 2009 at 12:06 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>> I?d love to know what is.)
>>
>>
>>
>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>> recreated the links between assets.
>>
>>
>>
>> I?m wondering if anyone could point me in the right direction for finding
>> what the set links equivalent to the set fields code below:
>>
>>
>>
>> my ($id, $t, $msg) = $at->Create (
>>
>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Name => $csv[$csv_map{"Name"}],
>>
>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Status => $csv[$csv_map{"Status"}],
>>
>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Type => $csv[$csv_map{"Type"}],
>>
>>
>>
>> What file in AT contains the handlers for these so that I can just inspect
>> it to see what else it can do?
>>
>>
>>
>> Thanks,
>>
>>
>>
>> Mike
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 ruslan.zakirov at gmail.com  Wed Aug 12 17:14:39 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 13 Aug 2009 01:14:39 +0400
Subject: [rt-users] Bulk + AutoComplete
In-Reply-To: <1250088071.8553.34.camel@adminpanel>
References: <1250088071.8553.34.camel@adminpanel>
Message-ID: <589c94400908121414u3d14ee60h72b7802119758894@mail.gmail.com>

Hi Piotr,

Known problem. No fix available. Hope to find time to fix it this week
or earlier next week.

On Wed, Aug 12, 2009 at 6:41 PM, Piotr
Teodorowski<piotr.teodorowski at contium.pl> wrote:
> Hi all,
>
> I've problem with Customfields when i want to update few tickets by
> bulk.html (Bulk update).
>
> At first there was no input field for CF which type was Autocomplete, so i
> copied Bulk.html to local/html/Search and added:
> % } elsif ($cf->Type eq 'Autocomplete') {
> <td><& /Elements/EditCustomFieldAutocomplete, @add &></td>
> <td>&nbsp;</td>
>
> after type Text...
> and there is input field now, but the field do not complete my values - it
> behavior as normal input field without autocompletition.
>
> Do you have some advice what is wrong and how to repair it?
>
> RT version 3.8.2
>
> Best regards,
> Piotr Teodorowski
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jhartshorn at seattletimes.com  Wed Aug 12 17:21:15 2009
From: jhartshorn at seattletimes.com (Joel Hartshorn)
Date: Wed, 12 Aug 2009 14:21:15 -0700
Subject: [rt-users] Time Worked Report
Message-ID: <AF752BCA9C593C40B67D85AB98090C700B37EC@PEXCHVD.seatimes.com>

Did the thread on the Time Worked Report ever get resolved?

This is the thread started by Stephen Cochran. back in 3/09 or so'ish...

Joel Hartshorn
Internet Engineer/New Media
The Seattle Times Company
206 464 2323
nwsource.com | seattletimes.com 


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From pthirose at ucdavis.edu  Wed Aug 12 19:59:38 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Wed, 12 Aug 2009 16:59:38 -0700 (PDT)
Subject: [rt-users] Copy ticket from one RT system to another
Message-ID: <alpine.BSO.2.00.0908121634260.3651@eacs-pth.engr.ucdavis.edu>

Looking for easy way to copy a ticket from someone else's RT system (eg: Billing dept) and put it into my RT system (eg: HR dept.)  Two completely independent RT systems (different versions, servers, email addresses, etc.)

Occasionally, someone from HR will send a request to the wrong RT system (help at billing.company.com.)  Right now, the RT manager of the Billing dept manually forwards the ticket from his RT system to me.  I then manually type in the ticket info into my (HR) RT system.  I'd like to avoid that :)  Thankfully, the email he sends me is fixed format (for the most part) and can be parsed with perl, etc.

I have their RT system's ticket number, and might be able to directly access their MySQL DB.  Is there an easy way to pull "give me tix 999" and then insert it into my system (but with a different ticket number)?

I've cobbled together a string of stuff to do this automatically, but am looking for a better/easier way.  Currently, the email sent to me is procmail'd and piped to formail -I "", and then pipes into my perl script.  The formail part removes all headers and only passes the body of the forwarded message to my perl script (guessing all the headers created from his forwarded email probably have nothing to do w/the original request.)

My perl script then searches through the body of the message looking for specific string matches to obtain the original Requestor and original Subject.  I then pass the body of the message to "formail -a Subject: parsedsubject -a To: myRTqueueaddress", which adds the original requestor's Subject heading and sets the To: header to MY RT's email address.  I then further pipe this into sendmail -f"originalrequestor's email address"   It's messy, but seems to work :)  This got around the entire creating the requestor problem (see below.)  It also kept the other RT manager from becoming the requestor.

I previously had my perl script scan for original requestor and subject, and enter/create the ticket directly into my RT system.  This worked great, if the original requestor already existed in my RT system.  This was based on the CliBasics wiki entry, and was very easy to use and understand.

But if the requestor did not already exist, I got errors about HasRights and stuff.  I tried to first create the user using Create() I found in perldoc rt3/lib/User.pm, but couldn't quite get it to work.  I then tried ValidateEmailAddress() and LoadOrCreateByEmail() (both in User_Overlay.pm) but couldn't get that to work either.  I was trying to create the requestor, then realized I had to check to see if the requestor existed before attempting to create it, then found the load-or-create which seemed to cover both circumstances.

I'm hoping to stop using the formail-sendmail combination and go back to just the perl script (mostly because it seems cleaner if I can remove all that.)  I tried rt create -t ticket via the CLI but realized it might be difficult to pass the body of the message to it.

If anyone has an even easier method, I'd greatly appreciate a tip there too.

Thank you,
PH

--
Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
1034 Academic Surge  : Programmer/Analyst   : Backup Motto : rm -fr /
One Shields Avenue   : Voice (530) 752-7181 : Robot, n.: Univ. Admin
Davis, CA 95616-8770 : Fax   (530) 752-4465 : rec.pets.cat.anecdotes


From barnesaw at ucrwcu.rwc.uc.edu  Thu Aug 13 10:41:27 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 13 Aug 2009 10:41:27 -0400
Subject: [rt-users] Time Worked Report
In-Reply-To: <AF752BCA9C593C40B67D85AB98090C700B37EC@PEXCHVD.seatimes.com>
Message-ID: <C6A99E57.59A4%barnesaw@ucrwcu.rwc.uc.edu>

Fran Fabrizio and I whipped up a script that can take a date range, either
local time or UTC, and output a report on the command line.  It?s trivial to
wrap that to output html to a location in your local tree and have a daily
report with cron.

I believe I put it on the wiki, but will have to look at it.


On 8/12/09 5:21 PM, "Joel Hartshorn" <jhartshorn at seattletimes.com> wrote:

> Did the thread on the Time Worked Report ever get resolved?
> 
> This is the thread started by Stephen Cochran? back in 3/09 or so'ish...
> 
> Joel Hartshorn
> Internet Engineer/New Media
> The Seattle Times Company
> 206 464 2323
> nwsource.com | seattletimes.com
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> -- 
> Drew Barnes
> Applications Analyst
> Network Resources Dept.
> Raymond Walters College

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From slander at hearstsc.com  Thu Aug 13 10:32:03 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Thu, 13 Aug 2009 10:32:03 -0400
Subject: [rt-users] Resolve doesn't send resolution text to requester
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5CAA0@RCLTEXCMS02.resource.hearstcorp.com>

Hello

    In 3.8.4, when a ticket is resolved, it is sending a notification to the requester like:

Subject: [NOC #67] Resolved: Testing auto create....

According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message.

However, we would like it to include the text of the resolution.
I tried adding :

Resolution:
{$Transaction->Content()}

To the Resolved Template, but the message generated now says:

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Resolution:
This transaction appears to have no content


Any ideas?


Thanks
Scott


------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
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From rmp.dmd1229 at gmail.com  Thu Aug 13 10:47:31 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Thu, 13 Aug 2009 10:47:31 -0400
Subject: [rt-users] Merge Ticket with existing ticket with the same subject
Message-ID: <61d255bb0908130747y22bd69fao3d99dca2a37accb5@mail.gmail.com>

Hi,

I'm using the scrip below to merge newly created ticket with existing ticket
with the same subject. However, im getting

Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
1311) line 21.

code for line 21 is :
$ticket->Subject = $same_desc;

Im not exactly sure what the error means. Please help in making the scrip
work.


Thanks!



====

my $problem_desc = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
$problem_desc = $subject;
$RT::Logger->debug("This is the subject to match: $problem_desc");
# look for subject on existing tickets
my $search = RT::Tickets->new($RT::SystemUser);
$search->LimitQueue(VALUE => 'IT');
$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');
if ($search->Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search->Next) {
    # Ignore this ticket that opened this transaction
    next if $self->TicketObj->Id == $ticket->Id;
    $ticket->Subject = $same_desc;
    if ($same_desc eq $problem_desc){
       # Found the same subject
       $RT::Logger->debug("SAME $same_desc and $problem_desc");
       $id = $ticket->Id;
       $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into
$id because of OA number match.");
       $self->TicketObj->MergeInto($id);
    }
}
$id || return 1;
1;
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From Mike.Johnson at NorMed.ca  Thu Aug 13 10:48:44 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Thu, 13 Aug 2009 10:48:44 -0400
Subject: [rt-users] Resolve doesn't send resolution text to	requester
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5CAA0@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5CAA0@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <4A83EF85.4EF5.001E.0@NorMed.ca>

The transaction that is kicking of the scrip to send the resolved is just the status change.
 
Therefore the transaction has no content itself, it's just a status change.
 
When you hit the "resolved" button, and type in a resolution, technically, you are doing 2 separate transactions.
 
1. you are adding a comment(unless modified)
2. you are changing a status
 
The email is a result of #2, not #1.
 
You could create a custom field that holds the resolution... kinda clunky for all the other uses, but that would be easy to put into the resolved email.
 
I'm sure someone else could provide a better way to do it though... I'm just new to RT..
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> "Lander, Scott" <slander at hearstsc.com> 13/08/2009 10:32 am >>>

Hello 

 
    In 3.8.4, when a ticket is resolved, it is sending a notification to the requester like:
 
Subject: [NOC #67] Resolved: Testing auto create.... 
 
According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message.
 
However, we would like it to include the text of the resolution.    
I tried adding :
 
Resolution:
{$Transaction->Content()}
 
To the Resolved Template, but the message generated now says:
 
According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Resolution:
This transaction appears to have no content
 
 
Any ideas?
 
 
Thanks
Scott
 
 
------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------
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From barnesaw at ucrwcu.rwc.uc.edu  Thu Aug 13 10:49:07 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 13 Aug 2009 10:49:07 -0400
Subject: [rt-users] Resolve doesn't send resolution text to requester
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5CAA0@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <C6A9A023.59A9%barnesaw@ucrwcu.rwc.uc.edu>

The resolves is a separate transaction from the comment/reply. You will want
to look at http://wiki.bestpractical.com/view/AddLastCommentToMail for some
ideas.


On 8/13/09 10:32 AM, "Lander, Scott" <slander at hearstsc.com> wrote:

> Hello 
>  
>     In 3.8.4, when a ticket is resolved, it is sending a notification to the
> requester like:
>  
> Subject: [NOC #67] Resolved: Testing auto create....
>  
> According to our records, your request has been resolved. If you have any
> further questions or concerns, please respond to this message.
>  
> However, we would like it to include the text of the resolution.
> I tried adding :
>  
> Resolution:
> {$Transaction->Content()}
>  
> To the Resolved Template, but the message generated now says:
>  
> According to our records, your request has been resolved. If you have any
> further questions or concerns, please respond to this message.
> 
> Resolution:
> This transaction appears to have no content
>  
>  
> Any ideas?
>  
>  
> Thanks
> Scott
>  
>  
> ------------------------------------------------------------------------------
> ------
> This e-mail message is intended only for the personal use of the recipient(s)
> named above. If you are not an intended recipient, you may not review, copy or
> distribute this message. If you have received this communication in error,
> please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by
> email and delete the original message.
> ------------------------------------------------------------------------------
> ------
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> -- 
> Drew Barnes
> Applications Analyst
> Network Resources Dept.
> Raymond Walters College

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From kfcrocker at lbl.gov  Thu Aug 13 10:50:59 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 13 Aug 2009 07:50:59 -0700
Subject: [rt-users] Resolve doesn't send resolution text to requester
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5CAA0@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5CAA0@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <4A842853.1070607@lbl.gov>

Scott,

You can easily create a "custom" resolved template of your own and in 
it, put some code to copy either the last comment made OR a the content 
in a Custom Field, if you have one.

Kenn
LBNL

On 8/13/2009 7:32 AM, Lander, Scott wrote:
> Hello
>  
>     In 3.8.4, when a ticket is resolved, it is sending a notification 
> to the requester like:
>  
> Subject: [NOC #67] Resolved: Testing auto create....
>  
> According to our records, your request has been resolved. If you have 
> any further questions or concerns, please respond to this message.
>  
> However, we would like it to include the text of the resolution.   
> I tried adding :
>  
> Resolution:
> {$Transaction->Content()}
>  
> To the Resolved Template, but the message generated now says:
>  
> According to our records, your request has been resolved. If you have any
> further questions or concerns, please respond to this message.
>
> Resolution:
> This transaction appears to have no content
>  
>  
> Any ideas?
>  
>  
> Thanks
> Scott
>  
>  
> ------------------------------------------------------------------------------------
> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
> ------------------------------------------------------------------------------------
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From Michael_Ellis at UManitoba.CA  Thu Aug 13 11:41:53 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Thu, 13 Aug 2009 10:41:53 -0500
Subject: [rt-users] Asset Tracker API
In-Reply-To: <519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>	
	<519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>	
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>
Message-ID: <005301ca1c2c$98670eb0$c9352c10$@CA>

Either I not understanding something or I think I might have confused the issue by leaving some ambiguity in what I was asking. I'm just dealing with one DB now. Here's the situation:

-I have imported the assets themselves from our old helpdesk software's DB into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can massage the input data as needed to have it in "Name", "URI", or whatever.


I'm a perl newbie so I want to make sure I understand this: $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);

$at = RTx::AssetTracker::Asset->new(RT->SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info does it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying to link between two different RTAT systems?)
URI is the uri of the asset the link is created in/from?

Does the reverse link get created automatically, or should I repeat the statement, reversing Target and URI and flip the linktype?

Thanks,

Mike

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: August-12-09 3:46 PM
To: Michael Ellis
Cc: rt Users; jsmoriss at mvlan.net
Subject: Re: [rt-users] Asset Tracker API

My bad. If you want to link $at to $other_at:

$at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);

Try it and see.

On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Just to clarify, in...
>
>         $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>
> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>
> -Mike
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
> Sent: August-12-09 12:04 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> It should be similar to adding links to tickets.
>
> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>
> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>
> The default link types are:
>
>    RefersTo
>    ReferredToBy
>    RunsOn
>    IsRunning
>    DependsOn
>    DependedOnBy
>    ComponentOf
>    HasComponent
>    Components
>
> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>
> On Wed, Aug 12, 2009 at 12:06 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>> I?d love to know what is.)
>>
>>
>>
>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>> recreated the links between assets.
>>
>>
>>
>> I?m wondering if anyone could point me in the right direction for finding
>> what the set links equivalent to the set fields code below:
>>
>>
>>
>> my ($id, $t, $msg) = $at->Create (
>>
>>                                 Name => $csv[$csv_map{"Name"}],
>>
>>                                 Status => $csv[$csv_map{"Status"}],
>>
>>                                 Type => $csv[$csv_map{"Type"}],
>>
>>
>>
>> What file in AT contains the handlers for these so that I can just inspect
>> it to see what else it can do?
>>
>>
>>
>> Thanks,
>>
>>
>>
>> Mike
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>




From kfcrocker at lbl.gov  Thu Aug 13 13:41:32 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 13 Aug 2009 10:41:32 -0700
Subject: [rt-users] RT install question
Message-ID: <4A84504C.3050505@lbl.gov>

To all Install experts,

I have a couple questions about the configure parameters for installing 
3.8.4.

   1. What does "--with-PACKAGE[=yes]" do for me?
   2. What does "--with-my-user-group" do exactly?
   3. Do I need "--with-apachectl"? What happens if I don't use this
      parameter?


That's it for now. We've created a new zone on a Solaris machine. We'll 
be using Oracle 10.x (latest) and modperl.

This installation will hopefully allow me to stave off those here that 
want us to BUY a PPM software package.

I'm hoping this 3.8.4 version will impress them enough to wait for RT 
4.0 (hoping it includes some real good capacity/resource planning  and 
other portfolio management reports).

Fingers crossed.

Kenn
LBNL
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From allen+rtlist at crystalfontz.com  Thu Aug 13 17:07:25 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Thu, 13 Aug 2009 14:07:25 -0700
Subject: [rt-users] QueryBuilder: find where LastUpdatedBy 'unprivileged'
Message-ID: <885d981e0908131407k5e428b1dn3f2a63759755e8fe@mail.gmail.com>

> (from Jerrad)
> It's not exactly the same, but what about where Last Updated > Told?

This looks like it would have done what I want, but "Advanced" screen
of QueryBuilder won't accept it. Upon "Apply," I get the error:

    "Wrong query, expecting a VALUE in 'LastUpdated > >Told<--here'"

> (from Ruslan)
> Try LastUpdatedBy.EmailAddress not like '@...'.

In version 3.8.4, QueryBuilder accepts this input, but it has no
effect on the search results. The search seems to execute but ignore
this clause. It does throw an error in the log for "sub _EnumLimit":

    [error]: Invalid Operation: LIKE for LastUpdatedBy at
/usr/share/request-tracker3.8/lib/RT/Tickets_Overlay.pm line 339.

> (from Raed)
> when we are waiting on a customer response we set a ticket status to stalled

Thanks for this, but I think we want to reserve the stalled status for
more atypical conditions that delay a ticket as opposed to normal
delay between correspondence. I see how you do use it though to find
the items where the ball is or is not in your court.

Any other ideas on how to employ the EmailAddress of the LastUpdatedBy
person, or how to compare LastUpdated to Told (QueryBuilder seems to
want a literal value for the comparison)?

Allen


From testwreq at gmail.com  Thu Aug 13 21:53:47 2009
From: testwreq at gmail.com (testwreq at gmail.com)
Date: Fri, 14 Aug 2009 01:53:47 +0000
Subject: [rt-users] user cannot see tickets assigned to them
Message-ID: <001636284afcb44a9704711052d4@google.com>

Hello RT Gurus, I have a resolver group and have three users it in. My goal  
is to assign tickets to these users so they can help our team to resolve  
issues. These users cannot see the tickets that I have assigned to them.I  
am sure if I am missing some privileges? I have given the resolver group  
the following permissions:

ModifyTicket
OwnTicket
ReplyToTicket

We have 8 different queues. They should not have visibility to the queues.  
They should just see the tickets assigned to them.

Please help.

rq
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From testwreq at gmail.com  Fri Aug 14 08:41:04 2009
From: testwreq at gmail.com (testwreq at gmail.com)
Date: Fri, 14 Aug 2009 12:41:04 +0000
Subject: [rt-users] 'Update Type' field when resolving tickets
Message-ID: <0016e644d65285ad710471195dfa@google.com>

Hello,

 From the RT3.8.2 interface, when we open a ticket and click on 'Resolve'  
link from the right hand side, the 'update type' field in the resolve  
ticket screen is a drop down and it defaults to "Comments (Not sent to  
requestors)";

Because we want the requestors to know that the ticket is resolved, we  
would like to change the default to "Reply to Requestors". How can we do so?

thanks,
rq
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From Mike.Johnson at NorMed.ca  Fri Aug 14 08:47:45 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Fri, 14 Aug 2009 08:47:45 -0400
Subject: [rt-users] user cannot see tickets assigned to them
In-Reply-To: <001636284afcb44a9704711052d4@google.com>
References: <001636284afcb44a9704711052d4@google.com>
Message-ID: <4A8524A9.4EF5.001E.0@NorMed.ca>

They need the ShowTicket if you want them to see it in RT.  The privs you gave them allow them to reply to the ticket through the email interface... but they can't see anything when they log into RT.
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> <testwreq at gmail.com> 13/08/2009 9:53 pm >>>
Hello RT Gurus, I have a resolver group and have three users it in. My goal is to assign tickets to these users so they can help our team to resolve issues. These users cannot see the tickets that I have assigned to them.I am sure if I am missing some privileges? I have given the resolver group the following permissions: 

ModifyTicket 
OwnTicket 
ReplyToTicket 

We have 8 different queues. They should not have visibility to the queues. They should just see the tickets assigned to them. 

Please help. 

rq
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From mirebob at gmail.com  Fri Aug 14 09:41:04 2009
From: mirebob at gmail.com (=?ISO-8859-1?Q?R=E9mi?=)
Date: Fri, 14 Aug 2009 15:41:04 +0200
Subject: [rt-users] Merge Ticket with existing ticket with the same
	subject
In-Reply-To: <61d255bb0908130747y22bd69fao3d99dca2a37accb5@mail.gmail.com>
References: <61d255bb0908130747y22bd69fao3d99dca2a37accb5@mail.gmail.com>
Message-ID: <5a4fb0f70908140641i71edb8d6i4ad8bb1f91dbc1@mail.gmail.com>

hi
try using $TicketObj->SetSubject() function,

$TicketObj->Subject is just an accessor method

R?mi


2009/8/13 rmp dmd <rmp.dmd1229 at gmail.com>

> Hi,
>
> I'm using the scrip below to merge newly created ticket with existing
> ticket with the same subject. However, im getting
>
> Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
> 1311) line 21.
>
> code for line 21 is :
> $ticket->Subject = $same_desc;
>
> Im not exactly sure what the error means. Please help in making the scrip
> work.
>
>
> Thanks!
>
>
>
> ====
>
> my $problem_desc = undef;
> my $Transaction = $self->TransactionObj;
> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
> $problem_desc = $subject;
> $RT::Logger->debug("This is the subject to match: $problem_desc");
> # look for subject on existing tickets
> my $search = RT::Tickets->new($RT::SystemUser);
> $search->LimitQueue(VALUE => 'IT');
> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
> 'or');
> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
> if ($search->Count == 0) { return 1; }
> my $id = undef;
> my $same_desc = undef;
> while (my $ticket = $search->Next) {
>     # Ignore this ticket that opened this transaction
>     next if $self->TicketObj->Id == $ticket->Id;
>     $ticket->Subject = $same_desc;
>     if ($same_desc eq $problem_desc){
>        # Found the same subject
>        $RT::Logger->debug("SAME $same_desc and $problem_desc");
>        $id = $ticket->Id;
>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into
> $id because of OA number match.");
>        $self->TicketObj->MergeInto($id);
>     }
> }
> $id || return 1;
> 1;
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From Gabriel at impactteachers.com  Fri Aug 14 09:44:04 2009
From: Gabriel at impactteachers.com (Gabriel - IP Guys)
Date: Fri, 14 Aug 2009 14:44:04 +0100
Subject: [rt-users] Merge Two Qs?
Message-ID: <C41B5F52D530C94ABC153C9250AB8086C84AD0@ra.impactteachers.local>

Hi guys,  Just a quick one, is it possible to merge two existing q's
into one?

 

---

Kind Regards,

Mr Gabriel

 

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From Agnislav.Onufrijchuk at portaone.com  Fri Aug 14 11:01:07 2009
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Fri, 14 Aug 2009 18:01:07 +0300
Subject: [rt-users] Merge Two Qs?
In-Reply-To: <C41B5F52D530C94ABC153C9250AB8086C84AD0@ra.impactteachers.local>
References: <C41B5F52D530C94ABC153C9250AB8086C84AD0@ra.impactteachers.local>
Message-ID: <4A857C33.2000406@portaone.com>

Gabriel - IP Guys wrote:
> Hi guys,  Just a quick one, is it possible to merge two existing q?s 
> into one?
> 
You can make bulk update of all tickets from one queue to assign them to another 
queue.

-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   Meet us at ITEXPO West 2009
   September 2-3, Booth 427
   Los Angeles Convention Center


From todd at chaka.net  Fri Aug 14 14:08:47 2009
From: todd at chaka.net (Todd Chapman)
Date: Fri, 14 Aug 2009 14:08:47 -0400
Subject: [rt-users] Asset Tracker API
In-Reply-To: <005301ca1c2c$98670eb0$c9352c10$@CA>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>
	<519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>
	<005301ca1c2c$98670eb0$c9352c10$@CA>
Message-ID: <519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>

After callin $at->new you have to call $at->Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.

On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Either I not understanding something or I think I might have confused the issue by leaving some ambiguity in what I was asking. I'm just dealing with one DB now. Here's the situation:
>
> -I have imported the assets themselves from our old helpdesk software's DB into RTAT's DB.
> -I have a table of linked assets from the old system.
> -I want to use this table as input to create links in the new RTAT. I can massage the input data as needed to have it in "Name", "URI", or whatever.
>
>
> I'm a perl newbie so I want to make sure I understand this: $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>
> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
> AddLink is presumably a function in AssetTracker
> RefersTo is the type of link
> Target is the asset to create the ReferTo link to? And what kind of info does it want here (Name, URI, ?)?
> $other_at = ??? (or did I make you think I was trying to link between two different RTAT systems?)
> URI is the uri of the asset the link is created in/from?
>
> Does the reverse link get created automatically, or should I repeat the statement, reversing Target and URI and flip the linktype?
>
> Thanks,
>
> Mike
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-12-09 3:46 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> My bad. If you want to link $at to $other_at:
>
> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>
> Try it and see.
>
> On Wed, Aug 12, 2009 at 4:38 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Just to clarify, in...
>>
>> ? ? ? ? $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>
>> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>>
>> -Mike
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>> Sent: August-12-09 12:04 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> It should be similar to adding links to tickets.
>>
>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>>
>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>
>> The default link types are:
>>
>> ? ?RefersTo
>> ? ?ReferredToBy
>> ? ?RunsOn
>> ? ?IsRunning
>> ? ?DependsOn
>> ? ?DependedOnBy
>> ? ?ComponentOf
>> ? ?HasComponent
>> ? ?Components
>>
>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>
>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>>> I?d love to know what is.)
>>>
>>>
>>>
>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>>> recreated the links between assets.
>>>
>>>
>>>
>>> I?m wondering if anyone could point me in the right direction for finding
>>> what the set links equivalent to the set fields code below:
>>>
>>>
>>>
>>> my ($id, $t, $msg) = $at->Create (
>>>
>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Name => $csv[$csv_map{"Name"}],
>>>
>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Status => $csv[$csv_map{"Status"}],
>>>
>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Type => $csv[$csv_map{"Type"}],
>>>
>>>
>>>
>>> What file in AT contains the handlers for these so that I can just inspect
>>> it to see what else it can do?
>>>
>>>
>>>
>>> Thanks,
>>>
>>>
>>>
>>> Mike
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>
>
>


From kfcrocker at lbl.gov  Fri Aug 14 14:54:15 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 14 Aug 2009 11:54:15 -0700
Subject: [rt-users] 'Update Type' field when resolving tickets
In-Reply-To: <0016e644d65285ad710471195dfa@google.com>
References: <0016e644d65285ad710471195dfa@google.com>
Message-ID: <4A85B2D7.9020204@lbl.gov>

testwreq,

Well, you can go into the software and change the code OR you can create 
a custom "resolved" template to capture the last comment. I've done the 
latter and I don't have to worry about messing up the code.

Kenn
LBNL

On 8/14/2009 5:41 AM, testwreq at gmail.com wrote:
> Hello,
>
> From the RT3.8.2 interface, when we open a ticket and click on 
> 'Resolve' link from the right hand side, the 'update type' field in 
> the resolve ticket screen is a drop down and it defaults to "Comments 
> (Not sent to requestors)";
>
> Because we want the requestors to know that the ticket is resolved, we 
> would like to change the default to "Reply to Requestors". How can we 
> do so?
>
> thanks,
> rq
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From Michael_Ellis at UManitoba.CA  Fri Aug 14 15:26:20 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Fri, 14 Aug 2009 14:26:20 -0500
Subject: [rt-users] Asset Tracker API
In-Reply-To: <519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>	
	<519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>	
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>	
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>	
	<005301ca1c2c$98670eb0$c9352c10$@CA>
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>
Message-ID: <005401ca1d15$1d5922a0$580b67e0$@CA>

Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in AT is bolstered by the fact that the developer is still answering questions.

I managed to make some headway before seeing your email, I've got a script that can add the links and they are showing up in rt3.Link in the DB. However, the links are not showing in the UI.

Here is my test script:

#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at->Load("labdaf01")){
$at->AddLink(Type=>'HasComponent',Target=> $URI);
exit 0;}
else {die 'invalid asset';}

rt3.Links has a corresponding:

17 | at://rt.lib.umanitoba.ca/asset/3889          | at://rt.lib.umanitoba.ca/asset/4189            | HasComponent |           0 |         0 |             1 | 2009-08-14 18:30:45 |       1 | 2009-08-14 18:30:45
Where 3389 is the URI for labdaf01

But the UI doesn't show the link. I thought maybe I'm missing a privilege, but I'm SuperUser in the UI. What am I missing?

-Mike


-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmoriss at mvlan.net
Subject: Re: [rt-users] Asset Tracker API

After callin $at->new you have to call $at->Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.

On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Either I not understanding something or I think I might have confused the issue by leaving some ambiguity in what I was asking. I'm just dealing with one DB now. Here's the situation:
>
> -I have imported the assets themselves from our old helpdesk software's DB into RTAT's DB.
> -I have a table of linked assets from the old system.
> -I want to use this table as input to create links in the new RTAT. I can massage the input data as needed to have it in "Name", "URI", or whatever.
>
>
> I'm a perl newbie so I want to make sure I understand this: $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>
> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
> AddLink is presumably a function in AssetTracker
> RefersTo is the type of link
> Target is the asset to create the ReferTo link to? And what kind of info does it want here (Name, URI, ?)?
> $other_at = ??? (or did I make you think I was trying to link between two different RTAT systems?)
> URI is the uri of the asset the link is created in/from?
>
> Does the reverse link get created automatically, or should I repeat the statement, reversing Target and URI and flip the linktype?
>
> Thanks,
>
> Mike
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-12-09 3:46 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> My bad. If you want to link $at to $other_at:
>
> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>
> Try it and see.
>
> On Wed, Aug 12, 2009 at 4:38 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Just to clarify, in...
>>
>>         $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>
>> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>>
>> -Mike
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>> Sent: August-12-09 12:04 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> It should be similar to adding links to tickets.
>>
>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>>
>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>
>> The default link types are:
>>
>>    RefersTo
>>    ReferredToBy
>>    RunsOn
>>    IsRunning
>>    DependsOn
>>    DependedOnBy
>>    ComponentOf
>>    HasComponent
>>    Components
>>
>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>
>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>>> I?d love to know what is.)
>>>
>>>
>>>
>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>>> recreated the links between assets.
>>>
>>>
>>>
>>> I?m wondering if anyone could point me in the right direction for finding
>>> what the set links equivalent to the set fields code below:
>>>
>>>
>>>
>>> my ($id, $t, $msg) = $at->Create (
>>>
>>>                                 Name => $csv[$csv_map{"Name"}],
>>>
>>>                                 Status => $csv[$csv_map{"Status"}],
>>>
>>>                                 Type => $csv[$csv_map{"Type"}],
>>>
>>>
>>>
>>> What file in AT contains the handlers for these so that I can just inspect
>>> it to see what else it can do?
>>>
>>>
>>>
>>> Thanks,
>>>
>>>
>>>
>>> Mike
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 jhartshorn at seattletimes.com  Fri Aug 14 15:33:25 2009
From: jhartshorn at seattletimes.com (Joel Hartshorn)
Date: Fri, 14 Aug 2009 12:33:25 -0700
Subject: [rt-users] Time Worked Report
In-Reply-To: <C6A99E57.59A4%barnesaw@ucrwcu.rwc.uc.edu>
References: <AF752BCA9C593C40B67D85AB98090C700B37EC@PEXCHVD.seatimes.com>
	<C6A99E57.59A4%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <AF752BCA9C593C40B67D85AB98090C700B37F6@PEXCHVD.seatimes.com>

yes,
 
i believe i have seen that.  however, the main issue that didn't appear to
be resolved is that of not all "TimeWorked" transactions being saved as rows
in the Transactions table.  EX:  A comment shows as a comment transaction
with TimeTaken potentially recorded.  However, there is no transaction
recorded w/in this table for the TimeWorked field being changed.
 

Joel Hartshorn
Internet Engineer/New Media
The Seattle Times Company
206 464 2323
nwsource.com | seattletimes.com 

 

  _____  

From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Thursday, August 13, 2009 7:41 AM
To: Joel Hartshorn; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Time Worked Report


Fran Fabrizio and I whipped up a script that can take a date range, either
local time or UTC, and output a report on the command line.  It's trivial to
wrap that to output html to a location in your local tree and have a daily
report with cron.

I believe I put it on the wiki, but will have to look at it.


On 8/12/09 5:21 PM, "Joel Hartshorn" <jhartshorn at seattletimes.com> wrote:



Did the thread on the Time Worked Report ever get resolved? 

This is the thread started by Stephen Cochran. back in 3/09 or so'ish... 

Joel Hartshorn
Internet Engineer/New Media
The Seattle Times Company
206 464 2323
nwsource.com | seattletimes.com 



  _____  

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



-- 
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College

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From kfcrocker at lbl.gov  Fri Aug 14 15:53:49 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 14 Aug 2009 12:53:49 -0700
Subject: [rt-users] Installing RT - second posting of these questions
Message-ID: <4A85C0CD.4060509@lbl.gov>

To all Install experts,

I have a couple questions about the configure parameters for installing 
3.8.4.

   1. What does "--with-PACKAGE[=yes]" do for me?
   2. What does "--with-my-user-group" do exactly?
   3. Do I need "--with-apachectl"? What happens if I don't use this
      parameter?


That's it for now. We've created a new zone on a Solaris machine. We'll 
be using Oracle 10.x (latest) and modperl.

This installation will hopefully allow me to stave off those here that 
want us to BUY a PPM software package.

I'm hoping this 3.8.4 version will impress them enough to wait for RT 
4.0 (hoping it includes some real good capacity/resource planning  and 
other portfolio management reports).

Fingers crossed.

Kenn
LBNL
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From todd at chaka.net  Fri Aug 14 15:56:26 2009
From: todd at chaka.net (Todd Chapman)
Date: Fri, 14 Aug 2009 15:56:26 -0400
Subject: [rt-users] Asset Tracker API
In-Reply-To: <005401ca1d15$1d5922a0$580b67e0$@CA>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>
	<519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>
	<005301ca1c2c$98670eb0$c9352c10$@CA>
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>
	<005401ca1d15$1d5922a0$580b67e0$@CA>
Message-ID: <519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>

Not sure why. Do links created in the UI show up?

On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in AT is bolstered by the fact that the developer is still answering questions.
>
> I managed to make some headway before seeing your email, I've got a script that can add the links and they are showing up in rt3.Link in the DB. However, the links are not showing in the UI.
>
> Here is my test script:
>
> #!/usr/bin/perl
> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
> use RT;
> use RTx::AssetTracker::Asset;
> use Getopt::Std;
> use strict;
> RT::LoadConfig();
> RT::Init();
> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
> my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
> if (my $id = $at->Load("labdaf01")){
> $at->AddLink(Type=>'HasComponent',Target=> $URI);
> exit 0;}
> else {die 'invalid asset';}
>
> rt3.Links has a corresponding:
>
> 17 | at://rt.lib.umanitoba.ca/asset/3889 ? ? ? ? ?| at://rt.lib.umanitoba.ca/asset/4189 ? ? ? ? ? ?| HasComponent | ? ? ? ? ? 0 | ? ? ? ? 0 | ? ? ? ? ? ? 1 | 2009-08-14 18:30:45 | ? ? ? 1 | 2009-08-14 18:30:45
> Where 3389 is the URI for labdaf01
>
> But the UI doesn't show the link. I thought maybe I'm missing a privilege, but I'm SuperUser in the UI. What am I missing?
>
> -Mike
>
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-14-09 1:09 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> After callin $at->new you have to call $at->Load. Once the asset is
> loaded you can call AddLink. Links are bi-directional so you don't
> have to add the reverse link.
>
> On Thu, Aug 13, 2009 at 11:41 AM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Either I not understanding something or I think I might have confused the issue by leaving some ambiguity in what I was asking. I'm just dealing with one DB now. Here's the situation:
>>
>> -I have imported the assets themselves from our old helpdesk software's DB into RTAT's DB.
>> -I have a table of linked assets from the old system.
>> -I want to use this table as input to create links in the new RTAT. I can massage the input data as needed to have it in "Name", "URI", or whatever.
>>
>>
>> I'm a perl newbie so I want to make sure I understand this: $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>
>> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
>> AddLink is presumably a function in AssetTracker
>> RefersTo is the type of link
>> Target is the asset to create the ReferTo link to? And what kind of info does it want here (Name, URI, ?)?
>> $other_at = ??? (or did I make you think I was trying to link between two different RTAT systems?)
>> URI is the uri of the asset the link is created in/from?
>>
>> Does the reverse link get created automatically, or should I repeat the statement, reversing Target and URI and flip the linktype?
>>
>> Thanks,
>>
>> Mike
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: August-12-09 3:46 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> My bad. If you want to link $at to $other_at:
>>
>> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>
>> Try it and see.
>>
>> On Wed, Aug 12, 2009 at 4:38 PM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> Just to clarify, in...
>>>
>>> ? ? ? ? $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>
>>> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>>>
>>> -Mike
>>>
>>> -----Original Message-----
>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>>> Sent: August-12-09 12:04 PM
>>> To: Michael Ellis
>>> Cc: rt Users; jsmoriss at mvlan.net
>>> Subject: Re: [rt-users] Asset Tracker API
>>>
>>> It should be similar to adding links to tickets.
>>>
>>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>>>
>>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>
>>> The default link types are:
>>>
>>> ? ?RefersTo
>>> ? ?ReferredToBy
>>> ? ?RunsOn
>>> ? ?IsRunning
>>> ? ?DependsOn
>>> ? ?DependedOnBy
>>> ? ?ComponentOf
>>> ? ?HasComponent
>>> ? ?Components
>>>
>>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>>
>>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>>>> I?d love to know what is.)
>>>>
>>>>
>>>>
>>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>>>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>>>> recreated the links between assets.
>>>>
>>>>
>>>>
>>>> I?m wondering if anyone could point me in the right direction for finding
>>>> what the set links equivalent to the set fields code below:
>>>>
>>>>
>>>>
>>>> my ($id, $t, $msg) = $at->Create (
>>>>
>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Name => $csv[$csv_map{"Name"}],
>>>>
>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Status => $csv[$csv_map{"Status"}],
>>>>
>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Type => $csv[$csv_map{"Type"}],
>>>>
>>>>
>>>>
>>>> What file in AT contains the handlers for these so that I can just inspect
>>>> it to see what else it can do?
>>>>
>>>>
>>>>
>>>> Thanks,
>>>>
>>>>
>>>>
>>>> Mike
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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 Michael_Ellis at UManitoba.CA  Fri Aug 14 16:11:27 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Fri, 14 Aug 2009 15:11:27 -0500
Subject: [rt-users] Asset Tracker API
In-Reply-To: <519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>	
	<519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>	
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>	
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>	
	<005301ca1c2c$98670eb0$c9352c10$@CA>	
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>	
	<005401ca1d15$1d5922a0$580b67e0$@CA>
	<519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>
Message-ID: <000c01ca1d1b$6b12d800$41388800$@CA>

Yes, I should have mentioned that.

-Mike

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: August-14-09 2:56 PM
To: Michael Ellis
Cc: rt Users; jsmoriss at mvlan.net
Subject: Re: [rt-users] Asset Tracker API

Not sure why. Do links created in the UI show up?

On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in AT is bolstered by the fact that the developer is still answering questions.
>
> I managed to make some headway before seeing your email, I've got a script that can add the links and they are showing up in rt3.Link in the DB. However, the links are not showing in the UI.
>
> Here is my test script:
>
> #!/usr/bin/perl
> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
> use RT;
> use RTx::AssetTracker::Asset;
> use Getopt::Std;
> use strict;
> RT::LoadConfig();
> RT::Init();
> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
> my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
> if (my $id = $at->Load("labdaf01")){
> $at->AddLink(Type=>'HasComponent',Target=> $URI);
> exit 0;}
> else {die 'invalid asset';}
>
> rt3.Links has a corresponding:
>
> 17 | at://rt.lib.umanitoba.ca/asset/3889          | at://rt.lib.umanitoba.ca/asset/4189            | HasComponent |           0 |         0 |             1 | 2009-08-14 18:30:45 |       1 | 2009-08-14 18:30:45
> Where 3389 is the URI for labdaf01
>
> But the UI doesn't show the link. I thought maybe I'm missing a privilege, but I'm SuperUser in the UI. What am I missing?
>
> -Mike
>
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-14-09 1:09 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> After callin $at->new you have to call $at->Load. Once the asset is
> loaded you can call AddLink. Links are bi-directional so you don't
> have to add the reverse link.
>
> On Thu, Aug 13, 2009 at 11:41 AM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Either I not understanding something or I think I might have confused the issue by leaving some ambiguity in what I was asking. I'm just dealing with one DB now. Here's the situation:
>>
>> -I have imported the assets themselves from our old helpdesk software's DB into RTAT's DB.
>> -I have a table of linked assets from the old system.
>> -I want to use this table as input to create links in the new RTAT. I can massage the input data as needed to have it in "Name", "URI", or whatever.
>>
>>
>> I'm a perl newbie so I want to make sure I understand this: $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>
>> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
>> AddLink is presumably a function in AssetTracker
>> RefersTo is the type of link
>> Target is the asset to create the ReferTo link to? And what kind of info does it want here (Name, URI, ?)?
>> $other_at = ??? (or did I make you think I was trying to link between two different RTAT systems?)
>> URI is the uri of the asset the link is created in/from?
>>
>> Does the reverse link get created automatically, or should I repeat the statement, reversing Target and URI and flip the linktype?
>>
>> Thanks,
>>
>> Mike
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: August-12-09 3:46 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> My bad. If you want to link $at to $other_at:
>>
>> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>
>> Try it and see.
>>
>> On Wed, Aug 12, 2009 at 4:38 PM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> Just to clarify, in...
>>>
>>>         $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>
>>> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>>>
>>> -Mike
>>>
>>> -----Original Message-----
>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>>> Sent: August-12-09 12:04 PM
>>> To: Michael Ellis
>>> Cc: rt Users; jsmoriss at mvlan.net
>>> Subject: Re: [rt-users] Asset Tracker API
>>>
>>> It should be similar to adding links to tickets.
>>>
>>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>>>
>>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>
>>> The default link types are:
>>>
>>>    RefersTo
>>>    ReferredToBy
>>>    RunsOn
>>>    IsRunning
>>>    DependsOn
>>>    DependedOnBy
>>>    ComponentOf
>>>    HasComponent
>>>    Components
>>>
>>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>>
>>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>>>> I?d love to know what is.)
>>>>
>>>>
>>>>
>>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>>>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>>>> recreated the links between assets.
>>>>
>>>>
>>>>
>>>> I?m wondering if anyone could point me in the right direction for finding
>>>> what the set links equivalent to the set fields code below:
>>>>
>>>>
>>>>
>>>> my ($id, $t, $msg) = $at->Create (
>>>>
>>>>                                 Name => $csv[$csv_map{"Name"}],
>>>>
>>>>                                 Status => $csv[$csv_map{"Status"}],
>>>>
>>>>                                 Type => $csv[$csv_map{"Type"}],
>>>>
>>>>
>>>>
>>>> What file in AT contains the handlers for these so that I can just inspect
>>>> it to see what else it can do?
>>>>
>>>>
>>>>
>>>> Thanks,
>>>>
>>>>
>>>>
>>>> Mike
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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 garyo at genarts.com  Fri Aug 14 16:14:12 2009
From: garyo at genarts.com (Gary Oberbrunner)
Date: Fri, 14 Aug 2009 16:14:12 -0400
Subject: [rt-users] How do I forward a ticket to someone?
Message-ID: <4A85C594.7000301@genarts.com>

I've seen various references to the "forward" feature in RT (we're
running 3.8.2 on Ubuntu), but I can't figure out how to forward a
ticket.  I don't see a Forward button on any of the screens... any hints?

Thanks,

-- 
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner                garyo at genarts.com
GenArts, Inc.                   Tel: 617-492-2888
955 Mass. Ave                   Fax: 617-492-2852
Cambridge, MA 02139 USA         www.genarts.com


From Michael_Ellis at UManitoba.CA  Fri Aug 14 16:21:44 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Fri, 14 Aug 2009 15:21:44 -0500
Subject: [rt-users] Asset Tracker API
In-Reply-To: <519782dc0908141315m7e5aa796o852ab6b09c33ff7f@mail.gmail.com>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>	
	<519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>	
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>	
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>	
	<005301ca1c2c$98670eb0$c9352c10$@CA>	
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>	
	<005401ca1d15$1d5922a0$580b67e0$@CA>	
	<519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>	
	<000c01ca1d1b$6b12d800$41388800$@CA>
	<519782dc0908141315m7e5aa796o852ab6b09c33ff7f@mail.gmail.com>
Message-ID: <000f01ca1d1c$dab7d150$902773f0$@CA>

| 17 | at://rt.lib.umanitoba.ca/asset/3889          | at://rt.lib.umanitoba.ca/asset/4189            | HasComponent |           0 |         0 |             1 | 2009-08-14 18:30:45 |       1 | 2009-08-14 18:30:45 |
| 18 | at://rt.lib.umanitoba.ca/asset/4189          | at://rt.lib.umanitoba.ca/asset/3890            | ComponentOf  |           0 |         0 |            12 | 2009-08-14 18:36:10 |      12 | 2009-08-14 18:36:10 |

17 created by my script doesn't display in the UI, while 18 created by root in the UI does. The only difference seems to be the LastUpdatedBy and Creator fields.

Thinking that it might be a privileges issue, I even tried setting the creator field manually after creating a link with the script:

| 16 | at://rt.lib.umanitoba.ca/asset/3889          | at://rt.lib.umanitoba.ca/asset/2904            | HasComponent |           0 |         0 |             1 | 2009-08-14 18:20:28 |      12 | 2009-08-14 18:20:28 |

Here, in 16, the Creator was changed to 12 using a set command, however it is still not visible in the UI.

-Mike


-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: August-14-09 3:15 PM
To: Michael Ellis
Cc: rt Users; jsmoriss at mvlan.net
Subject: Re: [rt-users] Asset Tracker API

What do the DB entries look like for asset that do show up in the UI?

On Fri, Aug 14, 2009 at 4:11 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Yes, I should have mentioned that.
>
> -Mike
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-14-09 2:56 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> Not sure why. Do links created in the UI show up?
>
> On Fri, Aug 14, 2009 at 3:26 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in AT is bolstered by the fact that the developer is still answering questions.
>>
>> I managed to make some headway before seeing your email, I've got a script that can add the links and they are showing up in rt3.Link in the DB. However, the links are not showing in the UI.
>>
>> Here is my test script:
>>
>> #!/usr/bin/perl
>> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
>> use RT;
>> use RTx::AssetTracker::Asset;
>> use Getopt::Std;
>> use strict;
>> RT::LoadConfig();
>> RT::Init();
>> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
>> my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
>> if (my $id = $at->Load("labdaf01")){
>> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>> exit 0;}
>> else {die 'invalid asset';}
>>
>> rt3.Links has a corresponding:
>>
>> 17 | at://rt.lib.umanitoba.ca/asset/3889          | at://rt.lib.umanitoba.ca/asset/4189            | HasComponent |           0 |         0 |             1 | 2009-08-14 18:30:45 |       1 | 2009-08-14 18:30:45
>> Where 3389 is the URI for labdaf01
>>
>> But the UI doesn't show the link. I thought maybe I'm missing a privilege, but I'm SuperUser in the UI. What am I missing?
>>
>> -Mike
>>
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: August-14-09 1:09 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> After callin $at->new you have to call $at->Load. Once the asset is
>> loaded you can call AddLink. Links are bi-directional so you don't
>> have to add the reverse link.
>>
>> On Thu, Aug 13, 2009 at 11:41 AM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> Either I not understanding something or I think I might have confused the issue by leaving some ambiguity in what I was asking. I'm just dealing with one DB now. Here's the situation:
>>>
>>> -I have imported the assets themselves from our old helpdesk software's DB into RTAT's DB.
>>> -I have a table of linked assets from the old system.
>>> -I want to use this table as input to create links in the new RTAT. I can massage the input data as needed to have it in "Name", "URI", or whatever.
>>>
>>>
>>> I'm a perl newbie so I want to make sure I understand this: $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>
>>> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
>>> AddLink is presumably a function in AssetTracker
>>> RefersTo is the type of link
>>> Target is the asset to create the ReferTo link to? And what kind of info does it want here (Name, URI, ?)?
>>> $other_at = ??? (or did I make you think I was trying to link between two different RTAT systems?)
>>> URI is the uri of the asset the link is created in/from?
>>>
>>> Does the reverse link get created automatically, or should I repeat the statement, reversing Target and URI and flip the linktype?
>>>
>>> Thanks,
>>>
>>> Mike
>>>
>>> -----Original Message-----
>>> From: Todd Chapman [mailto:todd at chaka.net]
>>> Sent: August-12-09 3:46 PM
>>> To: Michael Ellis
>>> Cc: rt Users; jsmoriss at mvlan.net
>>> Subject: Re: [rt-users] Asset Tracker API
>>>
>>> My bad. If you want to link $at to $other_at:
>>>
>>> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>
>>> Try it and see.
>>>
>>> On Wed, Aug 12, 2009 at 4:38 PM, Michael
>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>> Just to clarify, in...
>>>>
>>>>         $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>
>>>> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>>>>
>>>> -Mike
>>>>
>>>> -----Original Message-----
>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>>>> Sent: August-12-09 12:04 PM
>>>> To: Michael Ellis
>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>
>>>> It should be similar to adding links to tickets.
>>>>
>>>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>>>>
>>>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>
>>>> The default link types are:
>>>>
>>>>    RefersTo
>>>>    ReferredToBy
>>>>    RunsOn
>>>>    IsRunning
>>>>    DependsOn
>>>>    DependedOnBy
>>>>    ComponentOf
>>>>    HasComponent
>>>>    Components
>>>>
>>>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>>>
>>>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>>>>> I?d love to know what is.)
>>>>>
>>>>>
>>>>>
>>>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>>>>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>>>>> recreated the links between assets.
>>>>>
>>>>>
>>>>>
>>>>> I?m wondering if anyone could point me in the right direction for finding
>>>>> what the set links equivalent to the set fields code below:
>>>>>
>>>>>
>>>>>
>>>>> my ($id, $t, $msg) = $at->Create (
>>>>>
>>>>>                                 Name => $csv[$csv_map{"Name"}],
>>>>>
>>>>>                                 Status => $csv[$csv_map{"Status"}],
>>>>>
>>>>>                                 Type => $csv[$csv_map{"Type"}],
>>>>>
>>>>>
>>>>>
>>>>> What file in AT contains the handlers for these so that I can just inspect
>>>>> it to see what else it can do?
>>>>>
>>>>>
>>>>>
>>>>> Thanks,
>>>>>
>>>>>
>>>>>
>>>>> Mike
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>
>>>
>>>
>>>
>>
>>
>>
>
>
>




From todd at chaka.net  Fri Aug 14 16:15:06 2009
From: todd at chaka.net (Todd Chapman)
Date: Fri, 14 Aug 2009 16:15:06 -0400
Subject: [rt-users] Asset Tracker API
In-Reply-To: <000c01ca1d1b$6b12d800$41388800$@CA>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>
	<519782dc0908121003x571593abqea24ed2ea70d3a29@mail.gmail.com>
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>
	<005301ca1c2c$98670eb0$c9352c10$@CA>
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>
	<005401ca1d15$1d5922a0$580b67e0$@CA>
	<519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>
	<000c01ca1d1b$6b12d800$41388800$@CA>
Message-ID: <519782dc0908141315m7e5aa796o852ab6b09c33ff7f@mail.gmail.com>

What do the DB entries look like for asset that do show up in the UI?

On Fri, Aug 14, 2009 at 4:11 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Yes, I should have mentioned that.
>
> -Mike
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-14-09 2:56 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> Not sure why. Do links created in the UI show up?
>
> On Fri, Aug 14, 2009 at 3:26 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in AT is bolstered by the fact that the developer is still answering questions.
>>
>> I managed to make some headway before seeing your email, I've got a script that can add the links and they are showing up in rt3.Link in the DB. However, the links are not showing in the UI.
>>
>> Here is my test script:
>>
>> #!/usr/bin/perl
>> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
>> use RT;
>> use RTx::AssetTracker::Asset;
>> use Getopt::Std;
>> use strict;
>> RT::LoadConfig();
>> RT::Init();
>> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
>> my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
>> if (my $id = $at->Load("labdaf01")){
>> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>> exit 0;}
>> else {die 'invalid asset';}
>>
>> rt3.Links has a corresponding:
>>
>> 17 | at://rt.lib.umanitoba.ca/asset/3889 ? ? ? ? ?| at://rt.lib.umanitoba.ca/asset/4189 ? ? ? ? ? ?| HasComponent | ? ? ? ? ? 0 | ? ? ? ? 0 | ? ? ? ? ? ? 1 | 2009-08-14 18:30:45 | ? ? ? 1 | 2009-08-14 18:30:45
>> Where 3389 is the URI for labdaf01
>>
>> But the UI doesn't show the link. I thought maybe I'm missing a privilege, but I'm SuperUser in the UI. What am I missing?
>>
>> -Mike
>>
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: August-14-09 1:09 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> After callin $at->new you have to call $at->Load. Once the asset is
>> loaded you can call AddLink. Links are bi-directional so you don't
>> have to add the reverse link.
>>
>> On Thu, Aug 13, 2009 at 11:41 AM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> Either I not understanding something or I think I might have confused the issue by leaving some ambiguity in what I was asking. I'm just dealing with one DB now. Here's the situation:
>>>
>>> -I have imported the assets themselves from our old helpdesk software's DB into RTAT's DB.
>>> -I have a table of linked assets from the old system.
>>> -I want to use this table as input to create links in the new RTAT. I can massage the input data as needed to have it in "Name", "URI", or whatever.
>>>
>>>
>>> I'm a perl newbie so I want to make sure I understand this: $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>
>>> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
>>> AddLink is presumably a function in AssetTracker
>>> RefersTo is the type of link
>>> Target is the asset to create the ReferTo link to? And what kind of info does it want here (Name, URI, ?)?
>>> $other_at = ??? (or did I make you think I was trying to link between two different RTAT systems?)
>>> URI is the uri of the asset the link is created in/from?
>>>
>>> Does the reverse link get created automatically, or should I repeat the statement, reversing Target and URI and flip the linktype?
>>>
>>> Thanks,
>>>
>>> Mike
>>>
>>> -----Original Message-----
>>> From: Todd Chapman [mailto:todd at chaka.net]
>>> Sent: August-12-09 3:46 PM
>>> To: Michael Ellis
>>> Cc: rt Users; jsmoriss at mvlan.net
>>> Subject: Re: [rt-users] Asset Tracker API
>>>
>>> My bad. If you want to link $at to $other_at:
>>>
>>> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>
>>> Try it and see.
>>>
>>> On Wed, Aug 12, 2009 at 4:38 PM, Michael
>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>> Just to clarify, in...
>>>>
>>>> ? ? ? ? $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>
>>>> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>>>>
>>>> -Mike
>>>>
>>>> -----Original Message-----
>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>>>> Sent: August-12-09 12:04 PM
>>>> To: Michael Ellis
>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>
>>>> It should be similar to adding links to tickets.
>>>>
>>>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>>>>
>>>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>
>>>> The default link types are:
>>>>
>>>> ? ?RefersTo
>>>> ? ?ReferredToBy
>>>> ? ?RunsOn
>>>> ? ?IsRunning
>>>> ? ?DependsOn
>>>> ? ?DependedOnBy
>>>> ? ?ComponentOf
>>>> ? ?HasComponent
>>>> ? ?Components
>>>>
>>>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>>>
>>>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>>>>> I?d love to know what is.)
>>>>>
>>>>>
>>>>>
>>>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>>>>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>>>>> recreated the links between assets.
>>>>>
>>>>>
>>>>>
>>>>> I?m wondering if anyone could point me in the right direction for finding
>>>>> what the set links equivalent to the set fields code below:
>>>>>
>>>>>
>>>>>
>>>>> my ($id, $t, $msg) = $at->Create (
>>>>>
>>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Name => $csv[$csv_map{"Name"}],
>>>>>
>>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Status => $csv[$csv_map{"Status"}],
>>>>>
>>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Type => $csv[$csv_map{"Type"}],
>>>>>
>>>>>
>>>>>
>>>>> What file in AT contains the handlers for these so that I can just inspect
>>>>> it to see what else it can do?
>>>>>
>>>>>
>>>>>
>>>>> Thanks,
>>>>>
>>>>>
>>>>>
>>>>> Mike
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>
>>>
>>>
>>>
>>
>>
>>
>
>
>


From todd at chaka.net  Fri Aug 14 17:16:38 2009
From: todd at chaka.net (Todd Chapman)
Date: Fri, 14 Aug 2009 17:16:38 -0400
Subject: [rt-users] Asset Tracker API
In-Reply-To: <000f01ca1d1c$dab7d150$902773f0$@CA>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>
	<005301ca1c2c$98670eb0$c9352c10$@CA>
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>
	<005401ca1d15$1d5922a0$580b67e0$@CA>
	<519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>
	<000c01ca1d1b$6b12d800$41388800$@CA>
	<519782dc0908141315m7e5aa796o852ab6b09c33ff7f@mail.gmail.com>
	<000f01ca1d1c$dab7d150$902773f0$@CA>
Message-ID: <519782dc0908141416m735333c9rde7afe7a307a5dc7@mail.gmail.com>

Might be a bug in AT. In your script change:

$at->AddLink(Type=>'HasComponent',Target=> $URI);

to:

$at->AddLink(Type=>'HasComponent',Base=> $URI);

All links of the type should be stored as "ComponentOf".

On Fri, Aug 14, 2009 at 4:21 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> | 17 | at://rt.lib.umanitoba.ca/asset/3889 ? ? ? ? ?| at://rt.lib.umanitoba.ca/asset/4189 ? ? ? ? ? ?| HasComponent | ? ? ? ? ? 0 | ? ? ? ? 0 | ? ? ? ? ? ? 1 | 2009-08-14 18:30:45 | ? ? ? 1 | 2009-08-14 18:30:45 |
> | 18 | at://rt.lib.umanitoba.ca/asset/4189 ? ? ? ? ?| at://rt.lib.umanitoba.ca/asset/3890 ? ? ? ? ? ?| ComponentOf ?| ? ? ? ? ? 0 | ? ? ? ? 0 | ? ? ? ? ? ?12 | 2009-08-14 18:36:10 | ? ? ?12 | 2009-08-14 18:36:10 |
>
> 17 created by my script doesn't display in the UI, while 18 created by root in the UI does. The only difference seems to be the LastUpdatedBy and Creator fields.
>
> Thinking that it might be a privileges issue, I even tried setting the creator field manually after creating a link with the script:
>
> | 16 | at://rt.lib.umanitoba.ca/asset/3889 ? ? ? ? ?| at://rt.lib.umanitoba.ca/asset/2904 ? ? ? ? ? ?| HasComponent | ? ? ? ? ? 0 | ? ? ? ? 0 | ? ? ? ? ? ? 1 | 2009-08-14 18:20:28 | ? ? ?12 | 2009-08-14 18:20:28 |
>
> Here, in 16, the Creator was changed to 12 using a set command, however it is still not visible in the UI.
>
> -Mike
>
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-14-09 3:15 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> What do the DB entries look like for asset that do show up in the UI?
>
> On Fri, Aug 14, 2009 at 4:11 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Yes, I should have mentioned that.
>>
>> -Mike
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: August-14-09 2:56 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> Not sure why. Do links created in the UI show up?
>>
>> On Fri, Aug 14, 2009 at 3:26 PM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in AT is bolstered by the fact that the developer is still answering questions.
>>>
>>> I managed to make some headway before seeing your email, I've got a script that can add the links and they are showing up in rt3.Link in the DB. However, the links are not showing in the UI.
>>>
>>> Here is my test script:
>>>
>>> #!/usr/bin/perl
>>> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
>>> use RT;
>>> use RTx::AssetTracker::Asset;
>>> use Getopt::Std;
>>> use strict;
>>> RT::LoadConfig();
>>> RT::Init();
>>> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
>>> my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
>>> if (my $id = $at->Load("labdaf01")){
>>> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>>> exit 0;}
>>> else {die 'invalid asset';}
>>>
>>> rt3.Links has a corresponding:
>>>
>>> 17 | at://rt.lib.umanitoba.ca/asset/3889 ? ? ? ? ?| at://rt.lib.umanitoba.ca/asset/4189 ? ? ? ? ? ?| HasComponent | ? ? ? ? ? 0 | ? ? ? ? 0 | ? ? ? ? ? ? 1 | 2009-08-14 18:30:45 | ? ? ? 1 | 2009-08-14 18:30:45
>>> Where 3389 is the URI for labdaf01
>>>
>>> But the UI doesn't show the link. I thought maybe I'm missing a privilege, but I'm SuperUser in the UI. What am I missing?
>>>
>>> -Mike
>>>
>>>
>>> -----Original Message-----
>>> From: Todd Chapman [mailto:todd at chaka.net]
>>> Sent: August-14-09 1:09 PM
>>> To: Michael Ellis
>>> Cc: rt Users; jsmoriss at mvlan.net
>>> Subject: Re: [rt-users] Asset Tracker API
>>>
>>> After callin $at->new you have to call $at->Load. Once the asset is
>>> loaded you can call AddLink. Links are bi-directional so you don't
>>> have to add the reverse link.
>>>
>>> On Thu, Aug 13, 2009 at 11:41 AM, Michael
>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>> Either I not understanding something or I think I might have confused the issue by leaving some ambiguity in what I was asking. I'm just dealing with one DB now. Here's the situation:
>>>>
>>>> -I have imported the assets themselves from our old helpdesk software's DB into RTAT's DB.
>>>> -I have a table of linked assets from the old system.
>>>> -I want to use this table as input to create links in the new RTAT. I can massage the input data as needed to have it in "Name", "URI", or whatever.
>>>>
>>>>
>>>> I'm a perl newbie so I want to make sure I understand this: $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>
>>>> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
>>>> AddLink is presumably a function in AssetTracker
>>>> RefersTo is the type of link
>>>> Target is the asset to create the ReferTo link to? And what kind of info does it want here (Name, URI, ?)?
>>>> $other_at = ??? (or did I make you think I was trying to link between two different RTAT systems?)
>>>> URI is the uri of the asset the link is created in/from?
>>>>
>>>> Does the reverse link get created automatically, or should I repeat the statement, reversing Target and URI and flip the linktype?
>>>>
>>>> Thanks,
>>>>
>>>> Mike
>>>>
>>>> -----Original Message-----
>>>> From: Todd Chapman [mailto:todd at chaka.net]
>>>> Sent: August-12-09 3:46 PM
>>>> To: Michael Ellis
>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>
>>>> My bad. If you want to link $at to $other_at:
>>>>
>>>> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>
>>>> Try it and see.
>>>>
>>>> On Wed, Aug 12, 2009 at 4:38 PM, Michael
>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>> Just to clarify, in...
>>>>>
>>>>> ? ? ? ? $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>>
>>>>> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>>>>>
>>>>> -Mike
>>>>>
>>>>> -----Original Message-----
>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>>>>> Sent: August-12-09 12:04 PM
>>>>> To: Michael Ellis
>>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>>
>>>>> It should be similar to adding links to tickets.
>>>>>
>>>>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>>>>>
>>>>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>>
>>>>> The default link types are:
>>>>>
>>>>> ? ?RefersTo
>>>>> ? ?ReferredToBy
>>>>> ? ?RunsOn
>>>>> ? ?IsRunning
>>>>> ? ?DependsOn
>>>>> ? ?DependedOnBy
>>>>> ? ?ComponentOf
>>>>> ? ?HasComponent
>>>>> ? ?Components
>>>>>
>>>>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>>>>
>>>>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>>>>>> I?d love to know what is.)
>>>>>>
>>>>>>
>>>>>>
>>>>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>>>>>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>>>>>> recreated the links between assets.
>>>>>>
>>>>>>
>>>>>>
>>>>>> I?m wondering if anyone could point me in the right direction for finding
>>>>>> what the set links equivalent to the set fields code below:
>>>>>>
>>>>>>
>>>>>>
>>>>>> my ($id, $t, $msg) = $at->Create (
>>>>>>
>>>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Name => $csv[$csv_map{"Name"}],
>>>>>>
>>>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Status => $csv[$csv_map{"Status"}],
>>>>>>
>>>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Type => $csv[$csv_map{"Type"}],
>>>>>>
>>>>>>
>>>>>>
>>>>>> What file in AT contains the handlers for these so that I can just inspect
>>>>>> it to see what else it can do?
>>>>>>
>>>>>>
>>>>>>
>>>>>> Thanks,
>>>>>>
>>>>>>
>>>>>>
>>>>>> Mike
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>> Community help: http://wiki.bestpractical.com
>>>>> Commercial support: 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 Aug 14 18:12:53 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 14 Aug 2009 18:12:53 -0400
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <4A85C0CD.4060509@lbl.gov>
References: <4A85C0CD.4060509@lbl.gov>
Message-ID: <20090814221253.GC18067@mar-adentro.cable.rcn.com>




On Fri 14.Aug'09 at 12:53:49 -0700, Ken Crocker wrote:
> To all Install experts,
> 
> I have a couple questions about the configure parameters for installing 3.8.4.
> 
> 
>  1. What does "--with-PACKAGE[=yes]" do for me?

That's an example of syntax. 

--with-graphviz, for example, is how you might use it in RT


>  2. What does "--with-my-user-group" do exactly?

This installs RT as the user running ./configure instead of trying to
"do the right thing" and install it as a web/rt user.

>  3. Do I need "--with-apachectl"? What happens if I don't use this parameter?

If RT can't find the command apache uses to restart itself (apachectl),
you can give it a hint as to where to find it.


Could you do me the favor of weaving these answers into the wiki?

Best,
Jesse
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From Michael_Ellis at UManitoba.CA  Fri Aug 14 20:15:46 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Fri, 14 Aug 2009 19:15:46 -0500
Subject: [rt-users] Asset Tracker API
In-Reply-To: <519782dc0908141416m735333c9rde7afe7a307a5dc7@mail.gmail.com>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>	
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>	
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>	
	<005301ca1c2c$98670eb0$c9352c10$@CA>	
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>	
	<005401ca1d15$1d5922a0$580b67e0$@CA>	
	<519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>	
	<000c01ca1d1b$6b12d800$41388800$@CA>	
	<519782dc0908141315m7e5aa796o852ab6b09c33ff7f@mail.gmail.com>	
	<000f01ca1d1c$dab7d150$902773f0$@CA>
	<519782dc0908141416m735333c9rde7afe7a307a5dc7@mail.gmail.com>
Message-ID: <001d01ca1d3d$8c6b1900$a5414b00$@CA>

Tried, no change. The new links are showing up in tables but not in the UI.

Is there any ACL for seeing links? Do links touch any other tables somehow?

-Mike

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: August-14-09 4:17 PM
To: Michael Ellis
Cc: rt Users; jsmoriss at mvlan.net
Subject: Re: [rt-users] Asset Tracker API

Might be a bug in AT. In your script change:

$at->AddLink(Type=>'HasComponent',Target=> $URI);

to:

$at->AddLink(Type=>'HasComponent',Base=> $URI);

All links of the type should be stored as "ComponentOf".

On Fri, Aug 14, 2009 at 4:21 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> | 17 | at://rt.lib.umanitoba.ca/asset/3889          | at://rt.lib.umanitoba.ca/asset/4189            | HasComponent |           0 |         0 |             1 | 2009-08-14 18:30:45 |       1 | 2009-08-14 18:30:45 |
> | 18 | at://rt.lib.umanitoba.ca/asset/4189          | at://rt.lib.umanitoba.ca/asset/3890            | ComponentOf  |           0 |         0 |            12 | 2009-08-14 18:36:10 |      12 | 2009-08-14 18:36:10 |
>
> 17 created by my script doesn't display in the UI, while 18 created by root in the UI does. The only difference seems to be the LastUpdatedBy and Creator fields.
>
> Thinking that it might be a privileges issue, I even tried setting the creator field manually after creating a link with the script:
>
> | 16 | at://rt.lib.umanitoba.ca/asset/3889          | at://rt.lib.umanitoba.ca/asset/2904            | HasComponent |           0 |         0 |             1 | 2009-08-14 18:20:28 |      12 | 2009-08-14 18:20:28 |
>
> Here, in 16, the Creator was changed to 12 using a set command, however it is still not visible in the UI.
>
> -Mike
>
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-14-09 3:15 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> What do the DB entries look like for asset that do show up in the UI?
>
> On Fri, Aug 14, 2009 at 4:11 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Yes, I should have mentioned that.
>>
>> -Mike
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: August-14-09 2:56 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> Not sure why. Do links created in the UI show up?
>>
>> On Fri, Aug 14, 2009 at 3:26 PM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in AT is bolstered by the fact that the developer is still answering questions.
>>>
>>> I managed to make some headway before seeing your email, I've got a script that can add the links and they are showing up in rt3.Link in the DB. However, the links are not showing in the UI.
>>>
>>> Here is my test script:
>>>
>>> #!/usr/bin/perl
>>> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
>>> use RT;
>>> use RTx::AssetTracker::Asset;
>>> use Getopt::Std;
>>> use strict;
>>> RT::LoadConfig();
>>> RT::Init();
>>> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
>>> my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
>>> if (my $id = $at->Load("labdaf01")){
>>> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>>> exit 0;}
>>> else {die 'invalid asset';}
>>>
>>> rt3.Links has a corresponding:
>>>
>>> 17 | at://rt.lib.umanitoba.ca/asset/3889          | at://rt.lib.umanitoba.ca/asset/4189            | HasComponent |           0 |         0 |             1 | 2009-08-14 18:30:45 |       1 | 2009-08-14 18:30:45
>>> Where 3389 is the URI for labdaf01
>>>
>>> But the UI doesn't show the link. I thought maybe I'm missing a privilege, but I'm SuperUser in the UI. What am I missing?
>>>
>>> -Mike
>>>
>>>
>>> -----Original Message-----
>>> From: Todd Chapman [mailto:todd at chaka.net]
>>> Sent: August-14-09 1:09 PM
>>> To: Michael Ellis
>>> Cc: rt Users; jsmoriss at mvlan.net
>>> Subject: Re: [rt-users] Asset Tracker API
>>>
>>> After callin $at->new you have to call $at->Load. Once the asset is
>>> loaded you can call AddLink. Links are bi-directional so you don't
>>> have to add the reverse link.
>>>
>>> On Thu, Aug 13, 2009 at 11:41 AM, Michael
>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>> Either I not understanding something or I think I might have confused the issue by leaving some ambiguity in what I was asking. I'm just dealing with one DB now. Here's the situation:
>>>>
>>>> -I have imported the assets themselves from our old helpdesk software's DB into RTAT's DB.
>>>> -I have a table of linked assets from the old system.
>>>> -I want to use this table as input to create links in the new RTAT. I can massage the input data as needed to have it in "Name", "URI", or whatever.
>>>>
>>>>
>>>> I'm a perl newbie so I want to make sure I understand this: $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>
>>>> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
>>>> AddLink is presumably a function in AssetTracker
>>>> RefersTo is the type of link
>>>> Target is the asset to create the ReferTo link to? And what kind of info does it want here (Name, URI, ?)?
>>>> $other_at = ??? (or did I make you think I was trying to link between two different RTAT systems?)
>>>> URI is the uri of the asset the link is created in/from?
>>>>
>>>> Does the reverse link get created automatically, or should I repeat the statement, reversing Target and URI and flip the linktype?
>>>>
>>>> Thanks,
>>>>
>>>> Mike
>>>>
>>>> -----Original Message-----
>>>> From: Todd Chapman [mailto:todd at chaka.net]
>>>> Sent: August-12-09 3:46 PM
>>>> To: Michael Ellis
>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>
>>>> My bad. If you want to link $at to $other_at:
>>>>
>>>> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>
>>>> Try it and see.
>>>>
>>>> On Wed, Aug 12, 2009 at 4:38 PM, Michael
>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>> Just to clarify, in...
>>>>>
>>>>>         $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>>
>>>>> ... "Target" is the URI of the RefersTo link, while the URI at the end of the line becomes the corresponding ReferredToBy?
>>>>>
>>>>> -Mike
>>>>>
>>>>> -----Original Message-----
>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>>>>> Sent: August-12-09 12:04 PM
>>>>> To: Michael Ellis
>>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>>
>>>>> It should be similar to adding links to tickets.
>>>>>
>>>>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=>$ticket->id);
>>>>>
>>>>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>>
>>>>> The default link types are:
>>>>>
>>>>>    RefersTo
>>>>>    ReferredToBy
>>>>>    RunsOn
>>>>>    IsRunning
>>>>>    DependsOn
>>>>>    DependedOnBy
>>>>>    ComponentOf
>>>>>    HasComponent
>>>>>    Components
>>>>>
>>>>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>>>>
>>>>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>>> (I?m sorry, I?m not sure if this is the right forum for this, If it isn?t
>>>>>> I?d love to know what is.)
>>>>>>
>>>>>>
>>>>>>
>>>>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
>>>>>> Jean-Sebastien Morisset to import my assets from our old DB. I now want to
>>>>>> recreated the links between assets.
>>>>>>
>>>>>>
>>>>>>
>>>>>> I?m wondering if anyone could point me in the right direction for finding
>>>>>> what the set links equivalent to the set fields code below:
>>>>>>
>>>>>>
>>>>>>
>>>>>> my ($id, $t, $msg) = $at->Create (
>>>>>>
>>>>>>                                 Name => $csv[$csv_map{"Name"}],
>>>>>>
>>>>>>                                 Status => $csv[$csv_map{"Status"}],
>>>>>>
>>>>>>                                 Type => $csv[$csv_map{"Type"}],
>>>>>>
>>>>>>
>>>>>>
>>>>>> What file in AT contains the handlers for these so that I can just inspect
>>>>>> it to see what else it can do?
>>>>>>
>>>>>>
>>>>>>
>>>>>> Thanks,
>>>>>>
>>>>>>
>>>>>>
>>>>>> Mike
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>> Community help: http://wiki.bestpractical.com
>>>>> Commercial support: 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 michael_ellis at umanitoba.ca  Fri Aug 14 23:10:55 2009
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Fri, 14 Aug 2009 22:10:55 -0500
Subject: [rt-users] Asset Tracker API
In-Reply-To: <001d01ca1d3d$8c6b1900$a5414b00$@CA>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>	
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>	
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>	
	<005301ca1c2c$98670eb0$c9352c10$@CA>	
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>	
	<005401ca1d15$1d5922a0$580b67e0$@CA>	
	<519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>	
	<000c01ca1d1b$6b12d800$41388800$@CA>	
	<519782dc0908141315m7e5aa796o852ab6b09c33ff7f@mail.gmail.com>	
	<000f01ca1d1c$dab7d150$902773f0$@CA>
	<519782dc0908141416m735333c9rde7afe7a307a5dc7@mail.gmail.com>
	<001d01ca1d3d$8c6b1900$a5414b00$@CA>
Message-ID: <C80A710F-FD21-4D41-B2F4-6A9DA7D672F8@umanitoba.ca>

I should add that in the history for the asset in the ui it shows the  
adding of the asset, but not in the links area.

Mike

Sent from my iPhone

On 2009-08-14, at 7:15 PM, "Michael Ellis"  
<Michael_Ellis at umanitoba.ca> wrote:

> Tried, no change. The new links are showing up in tables but not in  
> the UI.
>
> Is there any ACL for seeing links? Do links touch any other tables  
> somehow?
>
> -Mike
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-14-09 4:17 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> Might be a bug in AT. In your script change:
>
> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>
> to:
>
> $at->AddLink(Type=>'HasComponent',Base=> $URI);
>
> All links of the type should be stored as "ComponentOf".
>
> On Fri, Aug 14, 2009 at 4:21 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> | 17 | at://rt.lib.umanitoba.ca/asset/3889          | at:// 
>> rt.lib.umanitoba.ca/asset/4189            | HasComponent  
>> |           0 |         0 |             1 | 2009-08-14 18:30:45  
>> |       1 | 2009-08-14 18:30:45 |
>> | 18 | at://rt.lib.umanitoba.ca/asset/4189          | at:// 
>> rt.lib.umanitoba.ca/asset/3890            | ComponentOf   
>> |           0 |         0 |            12 | 2009-08-14 18:36:10  
>> |      12 | 2009-08-14 18:36:10 |
>>
>> 17 created by my script doesn't display in the UI, while 18 created  
>> by root in the UI does. The only difference seems to be the  
>> LastUpdatedBy and Creator fields.
>>
>> Thinking that it might be a privileges issue, I even tried setting  
>> the creator field manually after creating a link with the script:
>>
>> | 16 | at://rt.lib.umanitoba.ca/asset/3889          | at:// 
>> rt.lib.umanitoba.ca/asset/2904            | HasComponent  
>> |           0 |         0 |             1 | 2009-08-14 18:20:28  
>> |      12 | 2009-08-14 18:20:28 |
>>
>> Here, in 16, the Creator was changed to 12 using a set command,  
>> however it is still not visible in the UI.
>>
>> -Mike
>>
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: August-14-09 3:15 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> What do the DB entries look like for asset that do show up in the UI?
>>
>> On Fri, Aug 14, 2009 at 4:11 PM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> Yes, I should have mentioned that.
>>>
>>> -Mike
>>>
>>> -----Original Message-----
>>> From: Todd Chapman [mailto:todd at chaka.net]
>>> Sent: August-14-09 2:56 PM
>>> To: Michael Ellis
>>> Cc: rt Users; jsmoriss at mvlan.net
>>> Subject: Re: [rt-users] Asset Tracker API
>>>
>>> Not sure why. Do links created in the UI show up?
>>>
>>> On Fri, Aug 14, 2009 at 3:26 PM, Michael
>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>> Ah Cool, thanks. I *really* appreciate the help. My manager's  
>>>> confidence in AT is bolstered by the fact that the developer is  
>>>> still answering questions.
>>>>
>>>> I managed to make some headway before seeing your email, I've got  
>>>> a script that can add the links and they are showing up in  
>>>> rt3.Link in the DB. However, the links are not showing in the UI.
>>>>
>>>> Here is my test script:
>>>>
>>>> #!/usr/bin/perl
>>>> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
>>>> use RT;
>>>> use RTx::AssetTracker::Asset;
>>>> use Getopt::Std;
>>>> use strict;
>>>> RT::LoadConfig();
>>>> RT::Init();
>>>> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
>>>> my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
>>>> if (my $id = $at->Load("labdaf01")){
>>>> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>>>> exit 0;}
>>>> else {die 'invalid asset';}
>>>>
>>>> rt3.Links has a corresponding:
>>>>
>>>> 17 | at://rt.lib.umanitoba.ca/asset/3889          | at:// 
>>>> rt.lib.umanitoba.ca/asset/4189            | HasComponent  
>>>> |           0 |         0 |             1 | 2009-08-14 18:30:45  
>>>> |       1 | 2009-08-14 18:30:45
>>>> Where 3389 is the URI for labdaf01
>>>>
>>>> But the UI doesn't show the link. I thought maybe I'm missing a  
>>>> privilege, but I'm SuperUser in the UI. What am I missing?
>>>>
>>>> -Mike
>>>>
>>>>
>>>> -----Original Message-----
>>>> From: Todd Chapman [mailto:todd at chaka.net]
>>>> Sent: August-14-09 1:09 PM
>>>> To: Michael Ellis
>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>
>>>> After callin $at->new you have to call $at->Load. Once the asset is
>>>> loaded you can call AddLink. Links are bi-directional so you don't
>>>> have to add the reverse link.
>>>>
>>>> On Thu, Aug 13, 2009 at 11:41 AM, Michael
>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>> Either I not understanding something or I think I might have  
>>>>> confused the issue by leaving some ambiguity in what I was  
>>>>> asking. I'm just dealing with one DB now. Here's the situation:
>>>>>
>>>>> -I have imported the assets themselves from our old helpdesk  
>>>>> software's DB into RTAT's DB.
>>>>> -I have a table of linked assets from the old system.
>>>>> -I want to use this table as input to create links in the new  
>>>>> RTAT. I can massage the input data as needed to have it in  
>>>>> "Name", "URI", or whatever.
>>>>>
>>>>>
>>>>> I'm a perl newbie so I want to make sure I understand this: $at- 
>>>>> >AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>>
>>>>> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
>>>>> AddLink is presumably a function in AssetTracker
>>>>> RefersTo is the type of link
>>>>> Target is the asset to create the ReferTo link to? And what kind  
>>>>> of info does it want here (Name, URI, ?)?
>>>>> $other_at = ??? (or did I make you think I was trying to link  
>>>>> between two different RTAT systems?)
>>>>> URI is the uri of the asset the link is created in/from?
>>>>>
>>>>> Does the reverse link get created automatically, or should I  
>>>>> repeat the statement, reversing Target and URI and flip the  
>>>>> linktype?
>>>>>
>>>>> Thanks,
>>>>>
>>>>> Mike
>>>>>
>>>>> -----Original Message-----
>>>>> From: Todd Chapman [mailto:todd at chaka.net]
>>>>> Sent: August-12-09 3:46 PM
>>>>> To: Michael Ellis
>>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>>
>>>>> My bad. If you want to link $at to $other_at:
>>>>>
>>>>> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>>
>>>>> Try it and see.
>>>>>
>>>>> On Wed, Aug 12, 2009 at 4:38 PM, Michael
>>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>>> Just to clarify, in...
>>>>>>
>>>>>>        $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>>>
>>>>>> ... "Target" is the URI of the RefersTo link, while the URI at  
>>>>>> the end of the line becomes the corresponding ReferredToBy?
>>>>>>
>>>>>> -Mike
>>>>>>
>>>>>> -----Original Message-----
>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- 
>>>>>> bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>>>>>> Sent: August-12-09 12:04 PM
>>>>>> To: Michael Ellis
>>>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>>>
>>>>>> It should be similar to adding links to tickets.
>>>>>>
>>>>>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=> 
>>>>>> $ticket->id);
>>>>>>
>>>>>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at- 
>>>>>> >URI);
>>>>>>
>>>>>> The default link types are:
>>>>>>
>>>>>>   RefersTo
>>>>>>   ReferredToBy
>>>>>>   RunsOn
>>>>>>   IsRunning
>>>>>>   DependsOn
>>>>>>   DependedOnBy
>>>>>>   ComponentOf
>>>>>>   HasComponent
>>>>>>   Components
>>>>>>
>>>>>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>>>>>
>>>>>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>>>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>>>> (I?m sorry, I?m not sure if this is the right forum for  
>>>>>>> this, If it isn?t
>>>>>>> I?d love to know what is.)
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script w 
>>>>>>> ritten by
>>>>>>> Jean-Sebastien Morisset to import my assets from our old DB. I  
>>>>>>> now want to
>>>>>>> recreated the links between assets.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> I?m wondering if anyone could point me in the right dire 
>>>>>>> ction for finding
>>>>>>> what the set links equivalent to the set fields code below:
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> my ($id, $t, $msg) = $at->Create (
>>>>>>>
>>>>>>>                                Name => $csv[$csv_map{"Name"}],
>>>>>>>
>>>>>>>                                Status => $csv[$csv_map 
>>>>>>> {"Status"}],
>>>>>>>
>>>>>>>                                Type => $csv[$csv_map{"Type"}],
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> What file in AT contains the handlers for these so that I can  
>>>>>>> just inspect
>>>>>>> it to see what else it can do?
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Thanks,
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Mike
>>>>>> _______________________________________________
>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>
>>>>>> Community help: http://wiki.bestpractical.com
>>>>>> Commercial support: 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 manohar.r at glowtouch.com  Sat Aug 15 02:41:31 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Sat, 15 Aug 2009 12:11:31 +0530
Subject: [rt-users] Email commands.
Message-ID: <4ED211AA4B9B4535BCA16740BFB8A86E@dgsys25>

I am using RT 3.8.2

 

  _____  

From: H Manohar rayker [mailto:manohar.r at glowtouch.com] 
Sent: Saturday, August 15, 2009 12:10 PM
To: 'rt-users at lists.bestpractical.com'
Subject: Email commands.

 

Hello Team,

 

How can I go forward configuring RT to take commands from email? I have
installed RT::Extension::CommandByMail plugin and configured, but doesn't
seem to be working.

 

--Manohar

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From manohar.r at glowtouch.com  Sat Aug 15 02:39:49 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Sat, 15 Aug 2009 12:09:49 +0530
Subject: [rt-users] Email commands.
Message-ID: <CA3D5266E6F049998ACCC5BEEC4E01CE@dgsys25>

Hello Team,

 

How can I go forward configuring RT to take commands from email? I have
installed RT::Extension::CommandByMail plugin and configured, but doesn't
seem to be working.

 

--Manohar

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From mdorschler at tuscom.com  Mon Aug 17 09:16:35 2009
From: mdorschler at tuscom.com (Martin Dorschler)
Date: Mon, 17 Aug 2009 08:16:35 -0500
Subject: [rt-users] Business::Hours script not returning correct time
Message-ID: <EDF0ACB75847DB449CA5BA8423C031454CC7366399@tuscom-exg01.tuscom.com>

The following code using perl module Business::Hours should return 4 business hours from the date specified in $curtime and update the due date.
For some reason it does that minus the minutes left in the current hour, for example
Ticket created Sun Aug 16 16:17:30 2009 is set due at Mon Aug 17 11:17:30 2009 instead of Mon Aug 17 12:00:00 2009
I have been over the code, faq module docs etc. and cannot spot the error. Has anyone else encountered this?

my $duedate = RT::Date->new($RT::SystemUser);
my $hoursuntildue = 4;
use Business::Hours;
my $hours = Business::Hours->new();

    $hours->business_hours(

        0 => { Name     => 'Monday',
               Start    => '08:00',
               End      => '17:00' },
        1 => { Name     => 'Tuesday',
               Start    => '08:00',
               End      => '17:00' },
        2 => { Name     => 'Wednesday',
               Start    => '08:00',
               End      => '17:00' },
        3 => { Name     => 'Thursday',
               Start    => '08:00',
               End      => '17:00' },
        4 => { Name     => 'Friday',
               Start    => '08:00',
               End      => '17:00' },

        holidays => [qw(01-01 12-25 07-04)],
    );

my $curtime = time;
my $bus_hours_duetime = $hours->add_seconds ($curtime, ($hoursuntildue*60*60));
$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
$self->TicketObj->SetDue($duedate->ISO);
return(1);

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From Michael_Ellis at UManitoba.CA  Mon Aug 17 10:00:41 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Mon, 17 Aug 2009 09:00:41 -0500
Subject: [rt-users] Asset Tracker API
In-Reply-To: <C80A710F-FD21-4D41-B2F4-6A9DA7D672F8@umanitoba.ca>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>	
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>	
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>	
	<005301ca1c2c$98670eb0$c9352c10$@CA>	
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>	
	<005401ca1d15$1d5922a0$580b67e0$@CA>	
	<519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>	
	<000c01ca1d1b$6b12d800$41388800$@CA>	
	<519782dc0908141315m7e5aa796o852ab6b09c33ff7f@mail.gmail.com>	
	<000f01ca1d1c$dab7d150$902773f0$@CA>
	<519782dc0908141416m735333c9rde7afe7a307a5dc7@mail.gmail.com>
	<001d01ca1d3d$8c6b1900$a5414b00$@CA>
	<C80A710F-FD21-4D41-B2F4-6A9DA7D672F8@umanitoba.ca>
Message-ID: <003201ca1f43$1e555860$5b000920$@CA>

All of a sudden this morning it's working. I can't explain, but am happy.

-Mike

-----Original Message-----
From: Michael Ellis [mailto:michael_ellis at umanitoba.ca] 
Sent: August-14-09 10:11 PM
To: Michael Ellis
Cc: Todd Chapman; rt Users; jsmoriss at mvlan.net
Subject: Re: [rt-users] Asset Tracker API

I should add that in the history for the asset in the ui it shows the  
adding of the asset, but not in the links area.

Mike

Sent from my iPhone

On 2009-08-14, at 7:15 PM, "Michael Ellis"  
<Michael_Ellis at umanitoba.ca> wrote:

> Tried, no change. The new links are showing up in tables but not in  
> the UI.
>
> Is there any ACL for seeing links? Do links touch any other tables  
> somehow?
>
> -Mike
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-14-09 4:17 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> Might be a bug in AT. In your script change:
>
> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>
> to:
>
> $at->AddLink(Type=>'HasComponent',Base=> $URI);
>
> All links of the type should be stored as "ComponentOf".
>
> On Fri, Aug 14, 2009 at 4:21 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> | 17 | at://rt.lib.umanitoba.ca/asset/3889          | at:// 
>> rt.lib.umanitoba.ca/asset/4189            | HasComponent  
>> |           0 |         0 |             1 | 2009-08-14 18:30:45  
>> |       1 | 2009-08-14 18:30:45 |
>> | 18 | at://rt.lib.umanitoba.ca/asset/4189          | at:// 
>> rt.lib.umanitoba.ca/asset/3890            | ComponentOf   
>> |           0 |         0 |            12 | 2009-08-14 18:36:10  
>> |      12 | 2009-08-14 18:36:10 |
>>
>> 17 created by my script doesn't display in the UI, while 18 created  
>> by root in the UI does. The only difference seems to be the  
>> LastUpdatedBy and Creator fields.
>>
>> Thinking that it might be a privileges issue, I even tried setting  
>> the creator field manually after creating a link with the script:
>>
>> | 16 | at://rt.lib.umanitoba.ca/asset/3889          | at:// 
>> rt.lib.umanitoba.ca/asset/2904            | HasComponent  
>> |           0 |         0 |             1 | 2009-08-14 18:20:28  
>> |      12 | 2009-08-14 18:20:28 |
>>
>> Here, in 16, the Creator was changed to 12 using a set command,  
>> however it is still not visible in the UI.
>>
>> -Mike
>>
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: August-14-09 3:15 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> What do the DB entries look like for asset that do show up in the UI?
>>
>> On Fri, Aug 14, 2009 at 4:11 PM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> Yes, I should have mentioned that.
>>>
>>> -Mike
>>>
>>> -----Original Message-----
>>> From: Todd Chapman [mailto:todd at chaka.net]
>>> Sent: August-14-09 2:56 PM
>>> To: Michael Ellis
>>> Cc: rt Users; jsmoriss at mvlan.net
>>> Subject: Re: [rt-users] Asset Tracker API
>>>
>>> Not sure why. Do links created in the UI show up?
>>>
>>> On Fri, Aug 14, 2009 at 3:26 PM, Michael
>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>> Ah Cool, thanks. I *really* appreciate the help. My manager's  
>>>> confidence in AT is bolstered by the fact that the developer is  
>>>> still answering questions.
>>>>
>>>> I managed to make some headway before seeing your email, I've got  
>>>> a script that can add the links and they are showing up in  
>>>> rt3.Link in the DB. However, the links are not showing in the UI.
>>>>
>>>> Here is my test script:
>>>>
>>>> #!/usr/bin/perl
>>>> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
>>>> use RT;
>>>> use RTx::AssetTracker::Asset;
>>>> use Getopt::Std;
>>>> use strict;
>>>> RT::LoadConfig();
>>>> RT::Init();
>>>> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
>>>> my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
>>>> if (my $id = $at->Load("labdaf01")){
>>>> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>>>> exit 0;}
>>>> else {die 'invalid asset';}
>>>>
>>>> rt3.Links has a corresponding:
>>>>
>>>> 17 | at://rt.lib.umanitoba.ca/asset/3889          | at:// 
>>>> rt.lib.umanitoba.ca/asset/4189            | HasComponent  
>>>> |           0 |         0 |             1 | 2009-08-14 18:30:45  
>>>> |       1 | 2009-08-14 18:30:45
>>>> Where 3389 is the URI for labdaf01
>>>>
>>>> But the UI doesn't show the link. I thought maybe I'm missing a  
>>>> privilege, but I'm SuperUser in the UI. What am I missing?
>>>>
>>>> -Mike
>>>>
>>>>
>>>> -----Original Message-----
>>>> From: Todd Chapman [mailto:todd at chaka.net]
>>>> Sent: August-14-09 1:09 PM
>>>> To: Michael Ellis
>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>
>>>> After callin $at->new you have to call $at->Load. Once the asset is
>>>> loaded you can call AddLink. Links are bi-directional so you don't
>>>> have to add the reverse link.
>>>>
>>>> On Thu, Aug 13, 2009 at 11:41 AM, Michael
>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>> Either I not understanding something or I think I might have  
>>>>> confused the issue by leaving some ambiguity in what I was  
>>>>> asking. I'm just dealing with one DB now. Here's the situation:
>>>>>
>>>>> -I have imported the assets themselves from our old helpdesk  
>>>>> software's DB into RTAT's DB.
>>>>> -I have a table of linked assets from the old system.
>>>>> -I want to use this table as input to create links in the new  
>>>>> RTAT. I can massage the input data as needed to have it in  
>>>>> "Name", "URI", or whatever.
>>>>>
>>>>>
>>>>> I'm a perl newbie so I want to make sure I understand this: $at- 
>>>>> >AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>>
>>>>> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
>>>>> AddLink is presumably a function in AssetTracker
>>>>> RefersTo is the type of link
>>>>> Target is the asset to create the ReferTo link to? And what kind  
>>>>> of info does it want here (Name, URI, ?)?
>>>>> $other_at = ??? (or did I make you think I was trying to link  
>>>>> between two different RTAT systems?)
>>>>> URI is the uri of the asset the link is created in/from?
>>>>>
>>>>> Does the reverse link get created automatically, or should I  
>>>>> repeat the statement, reversing Target and URI and flip the  
>>>>> linktype?
>>>>>
>>>>> Thanks,
>>>>>
>>>>> Mike
>>>>>
>>>>> -----Original Message-----
>>>>> From: Todd Chapman [mailto:todd at chaka.net]
>>>>> Sent: August-12-09 3:46 PM
>>>>> To: Michael Ellis
>>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>>
>>>>> My bad. If you want to link $at to $other_at:
>>>>>
>>>>> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>>
>>>>> Try it and see.
>>>>>
>>>>> On Wed, Aug 12, 2009 at 4:38 PM, Michael
>>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>>> Just to clarify, in...
>>>>>>
>>>>>>        $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>>>
>>>>>> ... "Target" is the URI of the RefersTo link, while the URI at  
>>>>>> the end of the line becomes the corresponding ReferredToBy?
>>>>>>
>>>>>> -Mike
>>>>>>
>>>>>> -----Original Message-----
>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- 
>>>>>> bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>>>>>> Sent: August-12-09 12:04 PM
>>>>>> To: Michael Ellis
>>>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>>>
>>>>>> It should be similar to adding links to tickets.
>>>>>>
>>>>>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=> 
>>>>>> $ticket->id);
>>>>>>
>>>>>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at- 
>>>>>> >URI);
>>>>>>
>>>>>> The default link types are:
>>>>>>
>>>>>>   RefersTo
>>>>>>   ReferredToBy
>>>>>>   RunsOn
>>>>>>   IsRunning
>>>>>>   DependsOn
>>>>>>   DependedOnBy
>>>>>>   ComponentOf
>>>>>>   HasComponent
>>>>>>   Components
>>>>>>
>>>>>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>>>>>
>>>>>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>>>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>>>> (I?m sorry, I?m not sure if this is the right forum for  
>>>>>>> this, If it isn?t
>>>>>>> I?d love to know what is.)
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script w 
>>>>>>> ritten by
>>>>>>> Jean-Sebastien Morisset to import my assets from our old DB. I  
>>>>>>> now want to
>>>>>>> recreated the links between assets.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> I?m wondering if anyone could point me in the right dire 
>>>>>>> ction for finding
>>>>>>> what the set links equivalent to the set fields code below:
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> my ($id, $t, $msg) = $at->Create (
>>>>>>>
>>>>>>>                                Name => $csv[$csv_map{"Name"}],
>>>>>>>
>>>>>>>                                Status => $csv[$csv_map 
>>>>>>> {"Status"}],
>>>>>>>
>>>>>>>                                Type => $csv[$csv_map{"Type"}],
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> What file in AT contains the handlers for these so that I can  
>>>>>>> just inspect
>>>>>>> it to see what else it can do?
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Thanks,
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Mike
>>>>>> _______________________________________________
>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>
>>>>>> Community help: http://wiki.bestpractical.com
>>>>>> Commercial support: sales at bestpractical.com
>>>>>>
>>>>>>
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>>>>>> Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>
>>>>>>
>>>>>
>>>>>
>>>>>
>>>>
>>>>
>>>>
>>>
>>>
>>>
>>
>>
>>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com




From kfcrocker at lbl.gov  Mon Aug 17 12:07:39 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 17 Aug 2009 09:07:39 -0700
Subject: [rt-users] 'Update Type' field when resolving tickets
In-Reply-To: <a0c34f0a0908170818i7fed0cacj14dbb190989b6efe@mail.gmail.com>
References: <0016e644d65285ad710471195dfa@google.com>
	<4A85B2D7.9020204@lbl.gov>
	<a0c34f0a0908170818i7fed0cacj14dbb190989b6efe@mail.gmail.com>
Message-ID: <4A89804B.5070203@lbl.gov>

testwreq,

Keep the communication open to the user's group. There may be others 
with the same needs and others with better info.

The following is the code we put into our "Custom" resolved template:

Subject: Request Titled: "{$Ticket->Subject}" has been Resolved!

This ticket has been resolved. DO NOT REPLY to this message!
-----------------------------------------------------------------------------
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Subject: {$Ticket->Subject}
Priority is: {$Ticket->Priority}
Requestor  : {$Ticket->Requestors->UserMembersObj->First->Name}
Created  by: {$Ticket->CreatorObj->Name}
Created  on: {substr($Ticket->Created, 0, 10)}
Owned    by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}
-----------------------------------------------------------------------------
Description of Issue:
     {$Ticket->FirstCustomFieldValue('Description')}

-----------------------------------------------------------------------------
Resolution comment:
     {
      my $Resolution_Comment;
      my $Transactions;
      my $CommentObj;

      $Transactions = $Ticket->Transactions;
      $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
      $Transactions->OrderByCols(
          { FIELD => 'Created',  ORDER => 'DESC' },
          { FIELD => 'id',     ORDER => 'DESC' },
          );

      $CommentObj = $Transactions->First;

      if  ($CommentObj && $CommentObj->id)
      {
           $Resolution_Comment = $CommentObj->Content;
      }
      else
      {
           $Resolution_Comment = "No comment."
      }

      return $Resolution_Comment;
     }
-----------------------------------------------------------------------------
To view ticket information, enter URL:

    {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

This should give you a good base to work from. It includes ticket data, 
custom field data AND the last comment.

If you are going to use it globally, you can either disable your 
delivered resolved template or re-name. Just make sure your new one is 
named that same as the old one.

Kenn
LBNL

On 8/17/2009 8:18 AM, testwreq wreq wrote:
> Hi, I would like to do the later.. i.e. creating a custom "resolved" 
> template. When the users click on "resolve" the drop down default 
> should be "Reply to Requestors" and not "comment";
>  
> Can you please provide some more details on what exactly you did to 
> accomplish this?
>  
> Thanks much
> tw
>
> On Fri, Aug 14, 2009 at 2:54 PM, Ken Crocker <kfcrocker at lbl.gov 
> <mailto:kfcrocker at lbl.gov>> wrote:
>
>     testwreq,
>
>     Well, you can go into the software and change the code OR you can
>     create a custom "resolved" template to capture the last comment.
>     I've done the latter and I don't have to worry about messing up
>     the code.
>
>     Kenn
>     LBNL
>
>
>     On 8/14/2009 5:41 AM, testwreq at gmail.com
>     <mailto:testwreq at gmail.com> wrote:
>>     Hello,
>>
>>     From the RT3.8.2 interface, when we open a ticket and click on
>>     'Resolve' link from the right hand side, the 'update type' field
>>     in the resolve ticket screen is a drop down and it defaults to
>>     "Comments (Not sent to requestors)";
>>
>>     Because we want the requestors to know that the ticket is
>>     resolved, we would like to change the default to "Reply to
>>     Requestors". How can we do so?
>>
>>     thanks,
>>     rq
>>     ------------------------------------------------------------------------
>>
>>
>>     _______________________________________________
>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>     Community help: http://wiki.bestpractical.com <http://wiki.bestpractical.com/>
>>     Commercial support: sales at bestpractical.com <mailto: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://rtbook.bestpractical.com/>
>
>
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From echatham at broadvox.com  Mon Aug 17 12:50:04 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Mon, 17 Aug 2009 12:50:04 -0400
Subject: [rt-users] Configuring Inbound E-mail
Message-ID: <4ABA3E162F60624A949503A7F960245EB176E03D31@CLEHBEXMS01.broadvox.local>

Hello,

I am currently new to several functions of RT.  I'm having a hard time setting up the Inbound E-mail.  We are using Sendmail on CentOS 5.1 x64.  As I understand the instructions, I configured the /etc/aliases file for RT and ran newaliases.  Here are my settings.

/etc/aliases...

# RT Mail Queue Setup
rt:             "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://server.domain.local/"
rt-comment:      "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://server.domain.local/"

# trap decode to catch security attacks
decode:         root

# Person who should get root's mail
root:           serveralerts at domain.net<mailto:serveralerts at domain.net>

If I reply to a ticket via e-mail, how can I set this up so it goes to the RT Server?  The reply traverses our MS Exchange platform and we get an NDR.  Please help.

Thank you,

Eric Chatham

________________________________
CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.
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From nhurt at barracuda.com  Mon Aug 17 13:02:47 2009
From: nhurt at barracuda.com (Nathan Hurt)
Date: Mon, 17 Aug 2009 10:02:47 -0700
Subject: [rt-users] Some users are losing their rights every night
Message-ID: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>

HI All,

I am new to administrating RT and I am not sure where to begin troubleshooting this problem. I have looked at the Wiki and have looked through the archived rt-users thread. I am currently using RT 3.8.2 on an Ubuntu server.

Issue:
Users have been granted rights through group membership and then that group is assigned to a particular queue or queues. I have confirmed that the users have been explicitly "granted rights" and allowed to "Access RT" in their user profiles. When they are initially granted rights, they have access to exactly what I have set for them. They can access queues, see tickets, comment, move tickets from queue to queue, and so on. The users leave for the day and attempt to log on the next day only to find out they do not have the correct permissions any longer. Their interface appears as if they are a user without rights.

This does not seem to affect all users and it has never affected a SuperUser. When checking the user's profile I find that both the "rights" and "access RT" check boxes are both still checked. Also, the user still has all their normal group memberships. I do not see any reason why they should be seeing the "new user" screen. The workaround for me has been to uncheck the "rights" checkbox, save changes, re-check the "rights", and then save changes again. If the user logs out and back in, they will have the correct rights. Unfortunately, I find they will "lose" their rights within a day (sometimes this happens within one eight hour shift). I have been unable to narrow down the cause of this issue beyond what I have described.

Out of about 100 users, I have had 4 users report this issue. Two users have this happen repeatedly and it is reported nearly every day. This is probably more widespread than I know (some users access RT every day, all day and some almost never).

Please let me know if anyone has an idea of where to start looking for the problem or if more information is needed.

Thank you,

Nathan Hurt
Barracuda Networks

----------------------------------
Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry: www.barracudanetworks.com/spam

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From nesius at gmail.com  Mon Aug 17 13:49:24 2009
From: nesius at gmail.com (Robert Nesius)
Date: Mon, 17 Aug 2009 12:49:24 -0500
Subject: [rt-users] User Provisioning from AD
Message-ID: <cac10ddc0908171049x4582b388ld5bea08497da08e2@mail.gmail.com>

I'm looking at deploying RT (running over apache2 on GNU/Linux) into an
environment that is windows-centric, and to ease administrative overhead I'd
like to use AD for authentication and the provisioning of identities.  I've
successfully accomplished AD-Authentication a few different ways, but what
I'm running into is that the users RT creates based on AD credentials are
not privileged within AD.  To ease service configuration (Group
Creation/Rights Delegation) I'd like to bulk-load identities into RT from AD
before rolling out the service, and have a nightly cron catch any new
additions/changes (names changing due to state-changes in marital status,
etc..).  I'm guessing this is a solved problem, but have not stumbled my
away across a tool despite numerous google searches.

Anyone out there who can point me in the right direction or share their
learnings?

Thanks very much!
-Rob
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From echatham at broadvox.com  Mon Aug 17 14:03:54 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Mon, 17 Aug 2009 14:03:54 -0400
Subject: [rt-users] FW:  Configuring Inbound E-mail
Message-ID: <4ABA3E162F60624A949503A7F960245EB176E03D36@CLEHBEXMS01.broadvox.local>

On 17 Aug 2009, at 13:16, Jason Dorn wrote,

> Hi,
>
> Have you tried (from page 30 of RT essentials book)
> ln -s /opt/rt3/bin/rt-mailgate /etc/smrsh/
>
> Also, look at sendmail.cf file (/etc/mail/sendmail.cf on CentOS)
>
> #O DaemonPortOptions=Port=smtp,Addr=127.0.0.1, Name=MTA
>
> I have, O DaemonPortOptions=Port=smtp, Name=MTA
>
> and then use iptables to only allow our MTA's to see sendmail.

Thank you, it worked.  I had the symlink created and iptables configured.  I just needed to modify the sendmail.cf file.  To add, is there a way to have more than one "--queue" as an aliases for RT.  For instance, the book uses general queue.  Can I make another alias for a different queue?  Thank you again.


>> Hello,
>>
>> I am currently new to several functions of RT.  I'm having a hard
>> time setting up the Inbound E-mail.  We are using Sendmail on CentOS
>> 5.1 x64.  As I understand the instructions, I configured the /etc/
>> aliases file for RT and ran newaliases.  Here are my settings.
>>
>> /etc/aliases...
>>
>> # RT Mail Queue Setup
>> rt:             "|/opt/rt3/bin/rt-mailgate --queue general --action
>> correspond --url http://server.domain.local/"
>> rt-comment:      "|/opt/rt3/bin/rt-mailgate --queue general --action
>> comment --url http://server.domain.local/"
>>
>> # trap decode to catch security attacks
>> decode:         root
>>
>> # Person who should get root's mail
>> root:           serveralerts at domain.net
>>
>> If I reply to a ticket via e-mail, how can I set this up so it goes
>> to the RT Server?  The reply traverses our MS Exchange platform and
>> we get an NDR.  Please help.
>>
>> Thank you,
>>
>> Eric Chatham


CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From kfcrocker at lbl.gov  Mon Aug 17 14:12:19 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 17 Aug 2009 11:12:19 -0700
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
References: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
Message-ID: <4A899D83.6080106@lbl.gov>

Nathan,

A couple questions first:

   1. Do you grant all the rights via the WebUI?
   2. Do you put the Users in a pre-defined group or do you grant them
      "User" rights to those queues?
   3. Do you have any nightly "Cron" processes running?
   4. Does this happen to only the NEW users and if so, when did this
      start happening? I ask this because if it is only happening to new
      users, then I would find the cutoff date for new users/problem and
      see if there is a new operation, updated process, etc. that might
      re-set new users, but leave older ones alone.
   5. Is the DataBase backed up every night? If so, do they then turn
      around and re-load the backup, re-setting keys, indexes, etc.? If
      this is done nightly, maybe they are re-loading the wrong backup?

Thiese answers should help us de-bug the problem.

Kenn
LBNL

On 8/17/2009 10:02 AM, Nathan Hurt wrote:
>
> HI All,
>
>  
>
> I am new to administrating RT and I am not sure where to begin 
> troubleshooting this problem. I have looked at the Wiki and have 
> looked through the archived rt-users thread. I am currently using RT 
> 3.8.2 on an Ubuntu server.
>
>  
>
> Issue:
>
> Users have been granted rights through group membership and then that 
> group is assigned to a particular queue or queues. I have confirmed 
> that the users have been explicitly "granted rights" and allowed to 
> "Access RT" in their user profiles. When they are initially granted 
> rights, they have access to exactly what I have set for them. They can 
> access queues, see tickets, comment, move tickets from queue to queue, 
> and so on. The users leave for the day and attempt to log on the next 
> day only to find out they do not have the correct permissions any 
> longer. Their interface appears as if they are a user without rights.
>
>  
>
> This does not seem to affect all users and it has never affected a 
> SuperUser. When checking the user's profile I find that both the 
> "rights" and "access RT" check boxes are both still checked. Also, the 
> user still has all their normal group memberships. I do not see any 
> reason why they should be seeing the "new user" screen. The workaround 
> for me has been to uncheck the "rights" checkbox, save changes, 
> re-check the "rights", and then save changes again. If the user logs 
> out and back in, they will have the correct rights. Unfortunately, I 
> find they will "lose" their rights within a day (sometimes this 
> happens within one eight hour shift). I have been unable to narrow 
> down the cause of this issue beyond what I have described.
>
>  
>
> Out of about 100 users, I have had 4 users report this issue. Two 
> users have this happen repeatedly and it is reported nearly every day. 
> This is probably more widespread than I know (some users access RT 
> every day, all day and some almost never).
>
>  
>
> Please let me know if anyone has an idea of where to start looking for 
> the problem or if more information is needed.  
>
>  
>
> Thank you,
>
>  
>
> Nathan Hurt
>
> Barracuda Networks
>
> ----------------------------------
> Check out the Barracuda Spam & Virus Firewall - offering the fastest 
> virus & malware protection in the industry: 
> www.barracudanetworks.com/spam
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From nhurt at barracuda.com  Mon Aug 17 15:28:40 2009
From: nhurt at barracuda.com (Nathan Hurt)
Date: Mon, 17 Aug 2009 12:28:40 -0700
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <4A899D83.6080106@lbl.gov>
References: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
	<4A899D83.6080106@lbl.gov>
Message-ID: <46EAEF5ECD04FA49B3295EC7FFE30EB506603C96@bn-scl-be01.Cudanet.local>

Thanks for the quick response.

1. I have granted all rights via the web ui.

2. I put users in a pre-defined group and then grant the group specific rights to different queues. There are very few exceptions to this rule. The users with the issue are exclusively assigned a group membership and the group is assigned group rights to a queue.

3. I don't have any daily cron jobs that I would consider out of the ordinary. This is pretty basic install across the board (RT and everything else on the server).

4. This does not only affect new users. I have two users who report this problem almost daily (if not, then it's probably because they haven't tried to log in to RT that day). The first user was one of the earliest users on this instance of RT. The second user was created weeks later. The other two users that have reported this issue have only reported it once (and based on their usage, it has never happened to them again).

5. The database is not backed up -- but you just reminded me to get on that asap :)

Nathan Hurt
Technical Support Engineer
Barracuda Networks, Inc.
www.barracuda.com<http://www.barracuda.com>
(408) 342-5470
________________________________
From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Monday, August 17, 2009 2:12 PM
To: Nathan Hurt
Cc: 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

A couple questions first:

 1.  Do you grant all the rights via the WebUI?
 2.  Do you put the Users in a pre-defined group or do you grant them "User" rights to those queues?
 3.  Do you have any nightly "Cron" processes running?
 4.  Does this happen to only the NEW users and if so, when did this start happening? I ask this because if it is only happening to new users, then I would find the cutoff date for new users/problem and see if there is a new operation, updated process, etc. that might re-set new users, but leave older ones alone.
 5.  Is the DataBase backed up every night? If so, do they then turn around and re-load the backup, re-setting keys, indexes, etc.? If this is done nightly, maybe they are re-loading the wrong backup?
Thiese answers should help us de-bug the problem.

Kenn
LBNL

On 8/17/2009 10:02 AM, Nathan Hurt wrote:
HI All,

I am new to administrating RT and I am not sure where to begin troubleshooting this problem. I have looked at the Wiki and have looked through the archived rt-users thread. I am currently using RT 3.8.2 on an Ubuntu server.

Issue:
Users have been granted rights through group membership and then that group is assigned to a particular queue or queues. I have confirmed that the users have been explicitly "granted rights" and allowed to "Access RT" in their user profiles. When they are initially granted rights, they have access to exactly what I have set for them. They can access queues, see tickets, comment, move tickets from queue to queue, and so on. The users leave for the day and attempt to log on the next day only to find out they do not have the correct permissions any longer. Their interface appears as if they are a user without rights.

This does not seem to affect all users and it has never affected a SuperUser. When checking the user's profile I find that both the "rights" and "access RT" check boxes are both still checked. Also, the user still has all their normal group memberships. I do not see any reason why they should be seeing the "new user" screen. The workaround for me has been to uncheck the "rights" checkbox, save changes, re-check the "rights", and then save changes again. If the user logs out and back in, they will have the correct rights. Unfortunately, I find they will "lose" their rights within a day (sometimes this happens within one eight hour shift). I have been unable to narrow down the cause of this issue beyond what I have described.

Out of about 100 users, I have had 4 users report this issue. Two users have this happen repeatedly and it is reported nearly every day. This is probably more widespread than I know (some users access RT every day, all day and some almost never).

Please let me know if anyone has an idea of where to start looking for the problem or if more information is needed.

Thank you,

Nathan Hurt
Barracuda Networks
----------------------------------
Check out the Barracuda Spam & Virus Firewall - offering the fastest virus & malware protection in the industry: www.barracudanetworks.com/spam<http://www.barracudanetworks.com/spam>






________________________________






_______________________________________________

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users



Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com<mailto:sales at bestpractical.com>





Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

Buy a copy at http://rtbook.bestpractical.com

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From rmp.dmd1229 at gmail.com  Mon Aug 17 15:49:08 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Mon, 17 Aug 2009 15:49:08 -0400
Subject: [rt-users] Follow-up question on Merge Ticket with existing ticket
	with the same subject
Message-ID: <61d255bb0908171249n6be0beabhe6aaafe23d4f0dc2@mail.gmail.com>

Thanks for the help.  I was able to make the scrip below work.

The scrip was able to merge new ticket with Subject: "Test Ticket Subject"
to an existing ticket with the same subject.

Just few more questions:
- what to add on the scrip to ignore preceeding characters such as RE: and
FWD:? A new ticket with subject: "RE:  Test Ticket Subject" to an existing
ticket with the same subject
- the scrip does not merge new ticket with subject: "** PROBLEM alert -
Saturn backup server/DNS is CRITICAL **" to an existing ticket with the same
subject. Is there a syntax that I need to add for this?

All help will be greatly appreciated.


Thanks!
=====
my $problem_desc = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
$problem_desc = $subject;
$RT::Logger->debug("This is the subject to match: $problem_desc");
# look for subject on existing tickets
my $search = RT::Tickets->new($RT::SystemUser);
$search->LimitQueue(VALUE => 'IT');
$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');
if ($search->Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search->Next) {
    # Ignore this ticket that opened this transaction
    next if $self->TicketObj->Id == $ticket->Id;
    $same_desc=$ticket->Subject;
   #if ($same_desc eq $problem_desc){
   if ($problem_desc eq $same_desc){
       # Found the same subject
       $RT::Logger->debug("SAME $same_desc and $problem_desc");
       $id = $ticket->Id;
       $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into
$id because of OA number match.");
       $self->TicketObj->MergeInto($id);
    }
}
$id || return 1;
1;













On Fri, Aug 14, 2009 at 9:41 AM, R?mi <mirebob at gmail.com> wrote:

> hi
> try using $TicketObj->SetSubject() function,
>
> $TicketObj->Subject is just an accessor method
>
> R?mi
>
>
> 2009/8/13 rmp dmd <rmp.dmd1229 at gmail.com>
>
>>   Hi,
>>
>> I'm using the scrip below to merge newly created ticket with existing
>> ticket with the same subject. However, im getting
>>
>> Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
>> 1311) line 21.
>>
>> code for line 21 is :
>> $ticket->Subject = $same_desc;
>>
>> Im not exactly sure what the error means. Please help in making the scrip
>> work.
>>
>>
>> Thanks!
>>
>>
>>
>> ====
>>
>> my $problem_desc = undef;
>> my $Transaction = $self->TransactionObj;
>> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
>> $problem_desc = $subject;
>> $RT::Logger->debug("This is the subject to match: $problem_desc");
>> # look for subject on existing tickets
>> my $search = RT::Tickets->new($RT::SystemUser);
>> $search->LimitQueue(VALUE => 'IT');
>> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
>> 'or');
>> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
>> if ($search->Count == 0) { return 1; }
>> my $id = undef;
>> my $same_desc = undef;
>> while (my $ticket = $search->Next) {
>>     # Ignore this ticket that opened this transaction
>>     next if $self->TicketObj->Id == $ticket->Id;
>>     $ticket->Subject = $same_desc;
>>     if ($same_desc eq $problem_desc){
>>        # Found the same subject
>>        $RT::Logger->debug("SAME $same_desc and $problem_desc");
>>        $id = $ticket->Id;
>>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . "
>> into $id because of OA number match.");
>>        $self->TicketObj->MergeInto($id);
>>     }
>> }
>> $id || return 1;
>> 1;
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
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From kfcrocker at lbl.gov  Mon Aug 17 16:53:06 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 17 Aug 2009 13:53:06 -0700
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <46EAEF5ECD04FA49B3295EC7FFE30EB506603C96@bn-scl-be01.Cudanet.local>
References: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
	<4A899D83.6080106@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603C96@bn-scl-be01.Cudanet.local>
Message-ID: <4A89C332.7050705@lbl.gov>

Nathan,

I understand your confusion. This is a tough one. I have another 
question. When the Users lose their rights, does the bottom box (making 
them privileged) on the User's profile get unchecked?

Kenn
LBNL

On 8/17/2009 12:28 PM, Nathan Hurt wrote:
>
> Thanks for the quick response.
>
>  
>
> 1. I have granted all rights via the web ui.
>
>  
>
> 2. I put users in a pre-defined group and then grant the group 
> specific rights to different queues. There are very few exceptions to 
> this rule. The users with the issue are exclusively assigned a group 
> membership and the group is assigned group rights to a queue.
>
>  
>
> 3. I don't have any daily cron jobs that I would consider out of the 
> ordinary. This is pretty basic install across the board (RT and 
> everything else on the server).
>
>  
>
> 4. This does not only affect new users. I have two users who report 
> this problem almost daily (if not, then it's probably because they 
> haven't tried to log in to RT that day). The first user was one of the 
> earliest users on this instance of RT. The second user was created 
> weeks later. The other two users that have reported this issue have 
> only reported it once (and based on their usage, it has never happened 
> to them again).
>
>  
>
> 5. The database is not backed up -- but you just reminded me to get on 
> that asap J
>
>  
>
> Nathan Hurt
>
> Technical Support Engineer
>
> Barracuda Networks, Inc.
>
> www.barracuda.com <http://www.barracuda.com>
>
> (408) 342-5470
>
> ------------------------------------------------------------------------
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Monday, August 17, 2009 2:12 PM
> *To:* Nathan Hurt
> *Cc:* 'rt-users at lists.bestpractical.com'
> *Subject:* Re: [rt-users] Some users are losing their rights every night
>
>  
>
> Nathan,
>
> A couple questions first:
>
>    1. Do you grant all the rights via the WebUI?
>    2. Do you put the Users in a pre-defined group or do you grant them
>       "User" rights to those queues?
>    3. Do you have any nightly "Cron" processes running?
>    4. Does this happen to only the NEW users and if so, when did this
>       start happening? I ask this because if it is only happening to
>       new users, then I would find the cutoff date for new
>       users/problem and see if there is a new operation, updated
>       process, etc. that might re-set new users, but leave older ones
>       alone.
>    5. Is the DataBase backed up every night? If so, do they then turn
>       around and re-load the backup, re-setting keys, indexes, etc.?
>       If this is done nightly, maybe they are re-loading the wrong backup?
>
> Thiese answers should help us de-bug the problem.
>
> Kenn
> LBNL
>
> On 8/17/2009 10:02 AM, Nathan Hurt wrote:
>
> HI All,
>
>  
>
> I am new to administrating RT and I am not sure where to begin 
> troubleshooting this problem. I have looked at the Wiki and have 
> looked through the archived rt-users thread. I am currently using RT 
> 3.8.2 on an Ubuntu server.
>
>  
>
> Issue:
>
> Users have been granted rights through group membership and then that 
> group is assigned to a particular queue or queues. I have confirmed 
> that the users have been explicitly "granted rights" and allowed to 
> "Access RT" in their user profiles. When they are initially granted 
> rights, they have access to exactly what I have set for them. They can 
> access queues, see tickets, comment, move tickets from queue to queue, 
> and so on. The users leave for the day and attempt to log on the next 
> day only to find out they do not have the correct permissions any 
> longer. Their interface appears as if they are a user without rights.
>
>  
>
> This does not seem to affect all users and it has never affected a 
> SuperUser. When checking the user's profile I find that both the 
> "rights" and "access RT" check boxes are both still checked. Also, the 
> user still has all their normal group memberships. I do not see any 
> reason why they should be seeing the "new user" screen. The workaround 
> for me has been to uncheck the "rights" checkbox, save changes, 
> re-check the "rights", and then save changes again. If the user logs 
> out and back in, they will have the correct rights. Unfortunately, I 
> find they will "lose" their rights within a day (sometimes this 
> happens within one eight hour shift). I have been unable to narrow 
> down the cause of this issue beyond what I have described.
>
>  
>
> Out of about 100 users, I have had 4 users report this issue. Two 
> users have this happen repeatedly and it is reported nearly every day. 
> This is probably more widespread than I know (some users access RT 
> every day, all day and some almost never).
>
>  
>
> Please let me know if anyone has an idea of where to start looking for 
> the problem or if more information is needed.  
>
>  
>
> Thank you,
>
>  
>
> Nathan Hurt
>
> Barracuda Networks
>
> ----------------------------------
> Check out the Barracuda Spam & Virus Firewall - offering the fastest 
> virus & malware protection in the industry: 
> www.barracudanetworks.com/spam <http://www.barracudanetworks.com/spam>
>
>  
>
>
> ------------------------------------------------------------------------
>
>
>  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>  
>  
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> ----------------------------------
> Check out the Barracuda Spam & Virus Firewall - offering the fastest 
> virus & malware protection in the industry: 
> www.barracudanetworks.com/spam
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From change+lists.rt at nightwind.net  Mon Aug 17 16:56:09 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Mon, 17 Aug 2009 13:56:09 -0700
Subject: [rt-users] Notify a group
Message-ID: <1250542569.22411.1330289289@webmail.messagingengine.com>

Is there a way, within a scrip, to send a notification to an RT group?

I'd like all members of a group that have permissions in a particular
queue to be notified when a ticket is created in that queue, but I don't
want to set them as Watchers because they don't necessarily want to
watch all traffic on every ticket that goes through that queue.  I found
the RT-Action-NotifyGroup extension, but I don't want to have to
duplicate the list of members in a group (this is a step that could be
easily missed in the future when adding more users to the group, and
those adding users to groups may not have shell access to the machine RT
lives on).


From nhurt at barracuda.com  Mon Aug 17 17:00:06 2009
From: nhurt at barracuda.com (Nathan Hurt)
Date: Mon, 17 Aug 2009 14:00:06 -0700
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <4A89C332.7050705@lbl.gov>
References: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
	<4A899D83.6080106@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603C96@bn-scl-be01.Cudanet.local>
	<4A89C332.7050705@lbl.gov>
Message-ID: <46EAEF5ECD04FA49B3295EC7FFE30EB506603D38@bn-scl-be01.Cudanet.local>

Kenn,

No. The box is still checked and I have also confirmed the group memberships are still in place. It seems like nothing has changed except they are seeing the default new user, no rights GUI when they log in. Of course, something must be changing somewhere. I just cannot seem to find it.

Nathan Hurt
Barracuda Networks, Inc.
________________________________
From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Monday, August 17, 2009 4:53 PM
To: Nathan Hurt
Cc: 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

I understand your confusion. This is a tough one. I have another question. When the Users lose their rights, does the bottom box (making them privileged) on the User's profile get unchecked?

Kenn
LBNL

On 8/17/2009 12:28 PM, Nathan Hurt wrote:
Thanks for the quick response.

1. I have granted all rights via the web ui.

2. I put users in a pre-defined group and then grant the group specific rights to different queues. There are very few exceptions to this rule. The users with the issue are exclusively assigned a group membership and the group is assigned group rights to a queue.

3. I don't have any daily cron jobs that I would consider out of the ordinary. This is pretty basic install across the board (RT and everything else on the server).

4. This does not only affect new users. I have two users who report this problem almost daily (if not, then it's probably because they haven't tried to log in to RT that day). The first user was one of the earliest users on this instance of RT. The second user was created weeks later. The other two users that have reported this issue have only reported it once (and based on their usage, it has never happened to them again).

5. The database is not backed up -- but you just reminded me to get on that asap :)

Nathan Hurt
Barracuda Networks, Inc.
www.barracuda.com<http://www.barracuda.com>
________________________________
From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Monday, August 17, 2009 2:12 PM
To: Nathan Hurt
Cc: 'rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>'
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

A couple questions first:

 1.  Do you grant all the rights via the WebUI?
 2.  Do you put the Users in a pre-defined group or do you grant them "User" rights to those queues?
 3.  Do you have any nightly "Cron" processes running?
 4.  Does this happen to only the NEW users and if so, when did this start happening? I ask this because if it is only happening to new users, then I would find the cutoff date for new users/problem and see if there is a new operation, updated process, etc. that might re-set new users, but leave older ones alone.
 5.  Is the DataBase backed up every night? If so, do they then turn around and re-load the backup, re-setting keys, indexes, etc.? If this is done nightly, maybe they are re-loading the wrong backup?
Thiese answers should help us de-bug the problem.

Kenn
LBNL

On 8/17/2009 10:02 AM, Nathan Hurt wrote:
HI All,

I am new to administrating RT and I am not sure where to begin troubleshooting this problem. I have looked at the Wiki and have looked through the archived rt-users thread. I am currently using RT 3.8.2 on an Ubuntu server.

Issue:
Users have been granted rights through group membership and then that group is assigned to a particular queue or queues. I have confirmed that the users have been explicitly "granted rights" and allowed to "Access RT" in their user profiles. When they are initially granted rights, they have access to exactly what I have set for them. They can access queues, see tickets, comment, move tickets from queue to queue, and so on. The users leave for the day and attempt to log on the next day only to find out they do not have the correct permissions any longer. Their interface appears as if they are a user without rights.

This does not seem to affect all users and it has never affected a SuperUser. When checking the user's profile I find that both the "rights" and "access RT" check boxes are both still checked. Also, the user still has all their normal group memberships. I do not see any reason why they should be seeing the "new user" screen. The workaround for me has been to uncheck the "rights" checkbox, save changes, re-check the "rights", and then save changes again. If the user logs out and back in, they will have the correct rights. Unfortunately, I find they will "lose" their rights within a day (sometimes this happens within one eight hour shift). I have been unable to narrow down the cause of this issue beyond what I have described.

Out of about 100 users, I have had 4 users report this issue. Two users have this happen repeatedly and it is reported nearly every day. This is probably more widespread than I know (some users access RT every day, all day and some almost never).

Please let me know if anyone has an idea of where to start looking for the problem or if more information is needed.

Thank you,

Nathan Hurt
Barracuda Networks
----------------------------------
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________________________________










_______________________________________________

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users



Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com<mailto:sales at bestpractical.com>





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Buy a copy at http://rtbook.bestpractical.com
----------------------------------
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________________________________






_______________________________________________

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Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com<mailto:sales at bestpractical.com>





Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

Buy a copy at http://rtbook.bestpractical.com

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From ruslan.zakirov at gmail.com  Mon Aug 17 17:16:03 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 18 Aug 2009 01:16:03 +0400
Subject: [rt-users] Notify a group
In-Reply-To: <1250542569.22411.1330289289@webmail.messagingengine.com>
References: <1250542569.22411.1330289289@webmail.messagingengine.com>
Message-ID: <589c94400908171416q4c3b8226u98ce16c84483aa89@mail.gmail.com>

Hello Nick,

RT-Action-NotifyGroup is exactly what you need. It can notify one RT
group, many RT groups, group and list of particular users. Note that
this extension is part of RT 3.8 and you shouldn't install anything.

I don't understand why people need command line access. And there is
no need to duplicate members of a group.

On Tue, Aug 18, 2009 at 12:56 AM, Nick
Kartsioukas<change+lists.rt at nightwind.net> wrote:
> Is there a way, within a scrip, to send a notification to an RT group?
>
> I'd like all members of a group that have permissions in a particular
> queue to be notified when a ticket is created in that queue, but I don't
> want to set them as Watchers because they don't necessarily want to
> watch all traffic on every ticket that goes through that queue. ?I found
> the RT-Action-NotifyGroup extension, but I don't want to have to
> duplicate the list of members in a group (this is a step that could be
> easily missed in the future when adding more users to the group, and
> those adding users to groups may not have shell access to the machine RT
> lives on).
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 nesius at gmail.com  Mon Aug 17 17:16:40 2009
From: nesius at gmail.com (Robert Nesius)
Date: Mon, 17 Aug 2009 16:16:40 -0500
Subject: [rt-users] User Provisioning from AD
In-Reply-To: <cac10ddc0908171049x4582b388ld5bea08497da08e2@mail.gmail.com>
References: <cac10ddc0908171049x4582b388ld5bea08497da08e2@mail.gmail.com>
Message-ID: <cac10ddc0908171416r5da77461uaca30f29e3fb7aff@mail.gmail.com>

Slight correction:

On Mon, Aug 17, 2009 at 12:49 PM, Robert Nesius <nesius at gmail.com> wrote:

>
> I'm looking at deploying RT (running over apache2 on GNU/Linux) into an
> environment that is windows-centric, and to ease administrative overhead I'd
> like to use AD for authentication and the provisioning of identities.  I've
> successfully accomplished AD-Authentication a few different ways, but what
> I'm running into is that the users RT creates based on AD credentials

are not privileged within AD.


are not privileged within *RT.*





To ease service configuration (Group Creation/Rights Delegation) I'd like to
> bulk-load identities into RT from AD before rolling out the service, and
> have a nightly cron catch any new additions/changes (names changing due to
> state-changes in marital status, etc..).  I'm guessing this is a solved
> problem, but have not stumbled my away across a tool despite numerous google
> searches.
>
> Anyone out there who can point me in the right direction or share their
> learnings?
>
> Thanks very much!
> -Rob
>
>
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From change+lists.rt at nightwind.net  Mon Aug 17 17:22:00 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Mon, 17 Aug 2009 14:22:00 -0700
Subject: [rt-users] Notify a group
In-Reply-To: <589c94400908171416q4c3b8226u98ce16c84483aa89@mail.gmail.com>
References: <1250542569.22411.1330289289@webmail.messagingengine.com>
	<589c94400908171416q4c3b8226u98ce16c84483aa89@mail.gmail.com>
Message-ID: <1250544120.28184.1330293361@webmail.messagingengine.com>

On Tue, 18 Aug 2009 01:16:03 +0400, "Ruslan Zakirov"
<ruslan.zakirov at gmail.com> said:
> RT-Action-NotifyGroup is exactly what you need. It can notify one RT
> group, many RT groups, group and list of particular users. Note that
> this extension is part of RT 3.8 and you shouldn't install anything.
> 
> I don't understand why people need command line access. And there is
> no need to duplicate members of a group.

Ah, I see, I misread the documentation for RT-Action-NotifyGroup.  I
initially thought notification groups had to be manually created with a
list of recipients, my apologies.  Thanks!


From ruslan.zakirov at gmail.com  Mon Aug 17 17:25:56 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 18 Aug 2009 01:25:56 +0400
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <46EAEF5ECD04FA49B3295EC7FFE30EB506603D38@bn-scl-be01.Cudanet.local>
References: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
	<4A899D83.6080106@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603C96@bn-scl-be01.Cudanet.local>
	<4A89C332.7050705@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603D38@bn-scl-be01.Cudanet.local>
Message-ID: <589c94400908171425t106056a4i7997ffe96e1513a5@mail.gmail.com>

Hello Nathan,

Do I understand it right that each night rights you granted to a group
disappear? Do you re-grant the same set of rights to the same group
again and everything works again? What exactly do you do to fix the
problem?

Do you use shrink-cgm-table.pl script? Is it possible that you run it
every night?

On Tue, Aug 18, 2009 at 1:00 AM, Nathan Hurt<nhurt at barracuda.com> wrote:
> Kenn,
>
>
>
> No. The box is still checked and I have also confirmed the group memberships
> are still in place. It seems like nothing has changed except they are seeing
> the default new user, no rights GUI when they log in. Of course, something
> must be changing somewhere. I just cannot seem to find it.
>
>
>
> Nathan Hurt
>
> Barracuda Networks, Inc.


-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Mon Aug 17 17:34:08 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 17 Aug 2009 14:34:08 -0700
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <20090814221253.GC18067@mar-adentro.cable.rcn.com>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
Message-ID: <4A89CCD0.7060404@lbl.gov>

Jesse,

Thanks. Now I'm wondering if there is a list of the packages I can 
select from? Like RT_Matrix, CommandByMail, etc. I read README and also 
the configure module, but couldn't find a list.

I'm thinking of putting in graphics, calendar, rt_matrix, commandbymail 
and if there are others, I'd like the list and correct spelling of 
selections to get them installed.

When I get the list, I'll put the entire thing (including proper 
spelling/CAPS) as an RT wiki item.

Thanks.

Kenn
LBNL

On 8/14/2009 3:12 PM, Jesse Vincent wrote:
>
> On Fri 14.Aug'09 at 12:53:49 -0700, Ken Crocker wrote:
>   
>> To all Install experts,
>>
>> I have a couple questions about the configure parameters for installing 3.8.4.
>>
>>
>>  1. What does "--with-PACKAGE[=yes]" do for me?
>>     
>
> That's an example of syntax. 
>
> --with-graphviz, for example, is how you might use it in RT
>
>
>   
>>  2. What does "--with-my-user-group" do exactly?
>>     
>
> This installs RT as the user running ./configure instead of trying to
> "do the right thing" and install it as a web/rt user.
>
>   
>>  3. Do I need "--with-apachectl"? What happens if I don't use this parameter?
>>     
>
> If RT can't find the command apache uses to restart itself (apachectl),
> you can give it a hint as to where to find it.
>
>
> Could you do me the favor of weaving these answers into the wiki?
>
> Best,
> Jesse
>   
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From kfcrocker at lbl.gov  Mon Aug 17 17:38:59 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 17 Aug 2009 14:38:59 -0700
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <46EAEF5ECD04FA49B3295EC7FFE30EB506603D38@bn-scl-be01.Cudanet.local>
References: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
	<4A899D83.6080106@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603C96@bn-scl-be01.Cudanet.local>
	<4A89C332.7050705@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603D38@bn-scl-be01.Cudanet.local>
Message-ID: <4A89CDF3.6090104@lbl.gov>

Nathan,

This is certainly a conundrum. The only thing I can think of is that 
there is some configuration setting that causes an automatic re-set OR 
some setting that removes certain settings when RT is re-started. 
Something like that. I have never heard of anything like this on RT for 
years. Sorry.

Kenn
LBNL

On 8/17/2009 2:00 PM, Nathan Hurt wrote:
>
> Kenn,
>
>  
>
> No. The box is still checked and I have also confirmed the group 
> memberships are still in place. It seems like nothing has changed 
> except they are seeing the default new user, no rights GUI when they 
> log in. Of course, something must be changing somewhere. I just cannot 
> seem to find it.
>
>  
>
> Nathan Hurt
>
> Barracuda Networks, Inc.
>
> ------------------------------------------------------------------------
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Monday, August 17, 2009 4:53 PM
> *To:* Nathan Hurt
> *Cc:* 'rt-users at lists.bestpractical.com'
> *Subject:* Re: [rt-users] Some users are losing their rights every night
>
>  
>
> Nathan,
>
> I understand your confusion. This is a tough one. I have another 
> question. When the Users lose their rights, does the bottom box 
> (making them privileged) on the User's profile get unchecked?
>
> Kenn
> LBNL
>
> On 8/17/2009 12:28 PM, Nathan Hurt wrote:
>
> Thanks for the quick response.
>
>  
>
> 1. I have granted all rights via the web ui.
>
>  
>
> 2. I put users in a pre-defined group and then grant the group 
> specific rights to different queues. There are very few exceptions to 
> this rule. The users with the issue are exclusively assigned a group 
> membership and the group is assigned group rights to a queue.
>
>  
>
> 3. I don't have any daily cron jobs that I would consider out of the 
> ordinary. This is pretty basic install across the board (RT and 
> everything else on the server).
>
>  
>
> 4. This does not only affect new users. I have two users who report 
> this problem almost daily (if not, then it's probably because they 
> haven't tried to log in to RT that day). The first user was one of the 
> earliest users on this instance of RT. The second user was created 
> weeks later. The other two users that have reported this issue have 
> only reported it once (and based on their usage, it has never happened 
> to them again).
>
>  
>
> 5. The database is not backed up -- but you just reminded me to get on 
> that asap J
>
>  
>
> Nathan Hurt
>
> Barracuda Networks, Inc.
>
> www.barracuda.com <http://www.barracuda.com>
>
> ------------------------------------------------------------------------
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Monday, August 17, 2009 2:12 PM
> *To:* Nathan Hurt
> *Cc:* 'rt-users at lists.bestpractical.com 
> <mailto:rt-users at lists.bestpractical.com>'
> *Subject:* Re: [rt-users] Some users are losing their rights every night
>
>  
>
> Nathan,
>
> A couple questions first:
>
>    1. Do you grant all the rights via the WebUI?
>    2. Do you put the Users in a pre-defined group or do you grant them
>       "User" rights to those queues?
>    3. Do you have any nightly "Cron" processes running?
>    4. Does this happen to only the NEW users and if so, when did this
>       start happening? I ask this because if it is only happening to
>       new users, then I would find the cutoff date for new
>       users/problem and see if there is a new operation, updated
>       process, etc. that might re-set new users, but leave older ones
>       alone.
>    5. Is the DataBase backed up every night? If so, do they then turn
>       around and re-load the backup, re-setting keys, indexes, etc.?
>       If this is done nightly, maybe they are re-loading the wrong backup?
>
> Thiese answers should help us de-bug the problem.
>
> Kenn
> LBNL
>
> On 8/17/2009 10:02 AM, Nathan Hurt wrote:
>
> HI All,
>
>  
>
> I am new to administrating RT and I am not sure where to begin 
> troubleshooting this problem. I have looked at the Wiki and have 
> looked through the archived rt-users thread. I am currently using RT 
> 3.8.2 on an Ubuntu server.
>
>  
>
> Issue:
>
> Users have been granted rights through group membership and then that 
> group is assigned to a particular queue or queues. I have confirmed 
> that the users have been explicitly "granted rights" and allowed to 
> "Access RT" in their user profiles. When they are initially granted 
> rights, they have access to exactly what I have set for them. They can 
> access queues, see tickets, comment, move tickets from queue to queue, 
> and so on. The users leave for the day and attempt to log on the next 
> day only to find out they do not have the correct permissions any 
> longer. Their interface appears as if they are a user without rights.
>
>  
>
> This does not seem to affect all users and it has never affected a 
> SuperUser. When checking the user's profile I find that both the 
> "rights" and "access RT" check boxes are both still checked. Also, the 
> user still has all their normal group memberships. I do not see any 
> reason why they should be seeing the "new user" screen. The workaround 
> for me has been to uncheck the "rights" checkbox, save changes, 
> re-check the "rights", and then save changes again. If the user logs 
> out and back in, they will have the correct rights. Unfortunately, I 
> find they will "lose" their rights within a day (sometimes this 
> happens within one eight hour shift). I have been unable to narrow 
> down the cause of this issue beyond what I have described.
>
>  
>
> Out of about 100 users, I have had 4 users report this issue. Two 
> users have this happen repeatedly and it is reported nearly every day. 
> This is probably more widespread than I know (some users access RT 
> every day, all day and some almost never).
>
>  
>
> Please let me know if anyone has an idea of where to start looking for 
> the problem or if more information is needed.  
>
>  
>
> Thank you,
>
>  
>
> Nathan Hurt
>
> Barracuda Networks
>
> ----------------------------------
> Check out the Barracuda Spam & Virus Firewall - offering the fastest 
> virus & malware protection in the industry: 
> www.barracudanetworks.com/spam <http://www.barracudanetworks.com/spam>
>
>  
>  
>  
>
>
> ------------------------------------------------------------------------
>
>
>  
>  
>  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>  
>  
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
> ----------------------------------
> Check out the Barracuda Spam & Virus Firewall - offering the fastest 
> virus & malware protection in the industry: 
> www.barracudanetworks.com/spam <http://www.barracudanetworks.com/spam>
>
>  
>
>
> ------------------------------------------------------------------------
>
>
>  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>  
>  
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> ----------------------------------
> Check out the Barracuda Spam & Virus Firewall - offering the fastest 
> virus & malware protection in the industry: 
> www.barracudanetworks.com/spam
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From change+lists.rt at nightwind.net  Mon Aug 17 20:10:47 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Mon, 17 Aug 2009 17:10:47 -0700
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <4A89CCD0.7060404@lbl.gov>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
Message-ID: <1250554247.32179.1330314841@webmail.messagingengine.com>

On Mon, 17 Aug 2009 14:34:08 -0700, "Ken Crocker" <kfcrocker at lbl.gov>
said:
> Thanks. Now I'm wondering if there is a list of the packages I can 
> select from? Like RT_Matrix, CommandByMail, etc. I read README and also 
> the configure module, but couldn't find a list.

It appears that at least some subset of --with-blah options are
contained in configure.ac.  Are those the options you're referring to,
or is that the configure module you've already examined?


From nhurt at barracuda.com  Mon Aug 17 20:00:51 2009
From: nhurt at barracuda.com (Nathan Hurt)
Date: Mon, 17 Aug 2009 17:00:51 -0700
Subject: [rt-users] Some users are losing their rights every night
Message-ID: <46EAEF5ECD04FA49B3295EC7FFE30EB5066715CC@bn-scl-be01.Cudanet.local>

Forgot to "reply to all."
________________________________________
From: Nathan Hurt
Sent: Monday, August 17, 2009 8:00 PM
To: Ruslan Zakirov
Subject: RE: [rt-users] Some users are losing their rights every night

Hi Ruslan,

They "lose" their rights in so much as when they log in next time the user appears to have the same rights as a new user that has not been granted rights. The check box is marked that they should have rights and all the rights are actually in place (i.e. group memberships, group rights, etc). This is reported nearly every day with two users out of more than 100. Only two other users have had this problem (and it has never happened again for those two users).

The work-around that I have found is to un-check the "rights" for the user >  save the changes > re-check the rights >  save the changes > have the user log out and back in. They now have the correct permissions... until it happens again.

I cannot seem to find anything special about these two users (or the other two users who experienced this once).

I do not use that script as far as I know. I am not the person who did the initial install of this server. Where can I find on the server if I am using that script. I am not sure what that script does.\\

Thank you all very very very much for your help.

Nathan Hurt
Barracuda Networks, Inc.
________________________________________
From: Ruslan Zakirov [ruslan.zakirov at gmail.com]
Sent: Monday, August 17, 2009 5:25 PM
To: Nathan Hurt
Cc: Ken Crocker; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Some users are losing their rights every night

Hello Nathan,

Do I understand it right that each night rights you granted to a group
disappear? Do you re-grant the same set of rights to the same group
again and everything works again? What exactly do you do to fix the
problem?

Do you use shrink-cgm-table.pl script? Is it possible that you run it
every night?

On Tue, Aug 18, 2009 at 1:00 AM, Nathan Hurt<nhurt at barracuda.com> wrote:
> Kenn,
>
>
>
> No. The box is still checked and I have also confirmed the group memberships
> are still in place. It seems like nothing has changed except they are seeing
> the default new user, no rights GUI when they log in. Of course, something
> must be changing somewhere. I just cannot seem to find it.
>
>
>
> Nathan Hurt
>
> Barracuda Networks, Inc.


--
Best regards, Ruslan.

----------------------------------
Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry: www.barracudanetworks.com/spam



From luca.villani at dada.net  Tue Aug 18 06:11:24 2009
From: luca.villani at dada.net (Luca Villani)
Date: Tue, 18 Aug 2009 12:11:24 +0200
Subject: [rt-users] Broken tickets display
In-Reply-To: <20090723142421.GB711@jibsheet.com>
References: <4A658B00.7090908@dada.net> <20090723142421.GB711@jibsheet.com>
Message-ID: <4A8A7E4C.3050807@dada.net>

Kevin Falcone ha scritto:


>> We're experiencing a strange behaviour on both our RT installation: when
>> someone reply (or comment) to a ticket (both via e-mail or via
>> webinterface) with a response containing some characters like
>>
>> 	?
>>
>> (useful in Italian language) then ticket visualization is broken for
>> this ticket: we can only see workflow until the response, but not
>> response itself and the following workflow.
> 
> Just a guess, but check your version of Text-Quoted, old versions had
> a tendency to coredump on some characters.  You can try coming up to
> 2.05

First, I'm terribly sorry for delay in my response, I was in summer 
holidays (sailing in North Adriatic Sea). :-( :-( :-(



Our version of Text::Quoted is 2.02:

support01 ~ # equery list Text-Quoted
[ Searching for package 'Text-Quoted' in all categories among: ]
  * installed packages
[I--] [  ] dev-perl/Text-Quoted-2.02 (0)
support01 ~ #

As far as this is an high traffic cluster (about 3.000 tickets per week, 
it's dedicated to our worldwide CRM), we can't simply upgrade a perl 
module, we must plan this operation.

I can do this in a few days, next I will report...



-- 
Luca Villani     -      Dada.Net S.p.A.

Tel: +39 055 20021517   Mobile: +39 335 8753086
ICQ: 76272621           Skype: luca.villani


From ktm at rice.edu  Tue Aug 18 09:13:25 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 18 Aug 2009 08:13:25 -0500
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <4A89CDF3.6090104@lbl.gov>
References: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
	<4A899D83.6080106@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603C96@bn-scl-be01.Cudanet.local>
	<4A89C332.7050705@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603D38@bn-scl-be01.Cudanet.local>
	<4A89CDF3.6090104@lbl.gov>
Message-ID: <20090818131325.GH3776@it.is.rice.edu>

On Mon, Aug 17, 2009 at 02:38:59PM -0700, Ken Crocker wrote:
> Nathan,
>
> This is certainly a conundrum. The only thing I can think of is that there 
> is some configuration setting that causes an automatic re-set OR some 
> setting that removes certain settings when RT is re-started. Something like 
> that. I have never heard of anything like this on RT for years. Sorry.
>
> Kenn
> LBNL
>
Nathan,

Have you made any local modifications to the RT codebase? Have you
tried clearing your Mason cache and restarting RT?

Cheers,
Ken

> On 8/17/2009 2:00 PM, Nathan Hurt wrote:
>>
>> Kenn,
>>
>>  
>> No. The box is still checked and I have also confirmed the group 
>> memberships are still in place. It seems like nothing has changed except 
>> they are seeing the default new user, no rights GUI when they log in. Of 
>> course, something must be changing somewhere. I just cannot seem to find 
>> it.
>>
>>  
>> Nathan Hurt
>>
>> Barracuda Networks, Inc.
>>
>> ------------------------------------------------------------------------
>>
>> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>> *Sent:* Monday, August 17, 2009 4:53 PM
>> *To:* Nathan Hurt
>> *Cc:* 'rt-users at lists.bestpractical.com'
>> *Subject:* Re: [rt-users] Some users are losing their rights every night
>>
>>  
>> Nathan,
>>
>> I understand your confusion. This is a tough one. I have another question. 
>> When the Users lose their rights, does the bottom box (making them 
>> privileged) on the User's profile get unchecked?
>>
>> Kenn
>> LBNL
>>
>> On 8/17/2009 12:28 PM, Nathan Hurt wrote:
>>
>> Thanks for the quick response.
>>
>>  
>> 1. I have granted all rights via the web ui.
>>
>>  
>> 2. I put users in a pre-defined group and then grant the group specific 
>> rights to different queues. There are very few exceptions to this rule. 
>> The users with the issue are exclusively assigned a group membership and 
>> the group is assigned group rights to a queue.
>>
>>  
>> 3. I don't have any daily cron jobs that I would consider out of the 
>> ordinary. This is pretty basic install across the board (RT and everything 
>> else on the server).
>>
>>  
>> 4. This does not only affect new users. I have two users who report this 
>> problem almost daily (if not, then it's probably because they haven't 
>> tried to log in to RT that day). The first user was one of the earliest 
>> users on this instance of RT. The second user was created weeks later. The 
>> other two users that have reported this issue have only reported it once 
>> (and based on their usage, it has never happened to them again).
>>
>>  
>> 5. The database is not backed up -- but you just reminded me to get on 
>> that asap J
>>
>>  
>> Nathan Hurt
>>
>> Barracuda Networks, Inc.
>>
>> www.barracuda.com <http://www.barracuda.com>
>>
>> ------------------------------------------------------------------------
>>
>> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>> *Sent:* Monday, August 17, 2009 2:12 PM
>> *To:* Nathan Hurt
>> *Cc:* 'rt-users at lists.bestpractical.com 
>> <mailto:rt-users at lists.bestpractical.com>'
>> *Subject:* Re: [rt-users] Some users are losing their rights every night
>>
>>  
>> Nathan,
>>
>> A couple questions first:
>>
>>    1. Do you grant all the rights via the WebUI?
>>    2. Do you put the Users in a pre-defined group or do you grant them
>>       "User" rights to those queues?
>>    3. Do you have any nightly "Cron" processes running?
>>    4. Does this happen to only the NEW users and if so, when did this
>>       start happening? I ask this because if it is only happening to
>>       new users, then I would find the cutoff date for new
>>       users/problem and see if there is a new operation, updated
>>       process, etc. that might re-set new users, but leave older ones
>>       alone.
>>    5. Is the DataBase backed up every night? If so, do they then turn
>>       around and re-load the backup, re-setting keys, indexes, etc.?
>>       If this is done nightly, maybe they are re-loading the wrong backup?
>>
>> Thiese answers should help us de-bug the problem.
>>
>> Kenn
>> LBNL
>>
>> On 8/17/2009 10:02 AM, Nathan Hurt wrote:
>>
>> HI All,
>>
>>  
>> I am new to administrating RT and I am not sure where to begin 
>> troubleshooting this problem. I have looked at the Wiki and have looked 
>> through the archived rt-users thread. I am currently using RT 3.8.2 on an 
>> Ubuntu server.
>>
>>  
>> Issue:
>>
>> Users have been granted rights through group membership and then that 
>> group is assigned to a particular queue or queues. I have confirmed that 
>> the users have been explicitly "granted rights" and allowed to "Access RT" 
>> in their user profiles. When they are initially granted rights, they have 
>> access to exactly what I have set for them. They can access queues, see 
>> tickets, comment, move tickets from queue to queue, and so on. The users 
>> leave for the day and attempt to log on the next day only to find out they 
>> do not have the correct permissions any longer. Their interface appears as 
>> if they are a user without rights.
>>
>>  
>> This does not seem to affect all users and it has never affected a 
>> SuperUser. When checking the user's profile I find that both the "rights" 
>> and "access RT" check boxes are both still checked. Also, the user still 
>> has all their normal group memberships. I do not see any reason why they 
>> should be seeing the "new user" screen. The workaround for me has been to 
>> uncheck the "rights" checkbox, save changes, re-check the "rights", and 
>> then save changes again. If the user logs out and back in, they will have 
>> the correct rights. Unfortunately, I find they will "lose" their rights 
>> within a day (sometimes this happens within one eight hour shift). I have 
>> been unable to narrow down the cause of this issue beyond what I have 
>> described.
>>
>>  
>> Out of about 100 users, I have had 4 users report this issue. Two users 
>> have this happen repeatedly and it is reported nearly every day. This is 
>> probably more widespread than I know (some users access RT every day, all 
>> day and some almost never).
>>
>>  
>> Please let me know if anyone has an idea of where to start looking for the 
>> problem or if more information is needed.  
>>  
>> Thank you,
>>
>>  
>> Nathan Hurt
>>
>> Barracuda Networks
>>
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest virus 
>> & malware protection in the industry: www.barracudanetworks.com/spam 
>> <http://www.barracudanetworks.com/spam>
>>
>>    
>>
>> ------------------------------------------------------------------------
>>
>>
>>    _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com 
>> <mailto:sales at bestpractical.com>
>>   Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
>> a copy at http://rtbook.bestpractical.com
>>
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest virus 
>> & malware protection in the industry: www.barracudanetworks.com/spam 
>> <http://www.barracudanetworks.com/spam>
>>
>>  
>>
>> ------------------------------------------------------------------------
>>
>>
>>  _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com 
>> <mailto:sales at bestpractical.com>
>>   Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
>> a copy at http://rtbook.bestpractical.com
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest virus 
>> & malware protection in the industry: www.barracudanetworks.com/spam

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 nhurt at barracuda.com  Tue Aug 18 10:23:15 2009
From: nhurt at barracuda.com (Nathan Hurt)
Date: Tue, 18 Aug 2009 07:23:15 -0700
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <20090818131325.GH3776@it.is.rice.edu>
References: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
	<4A899D83.6080106@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603C96@bn-scl-be01.Cudanet.local>
	<4A89C332.7050705@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603D38@bn-scl-be01.Cudanet.local>
	<4A89CDF3.6090104@lbl.gov> <20090818131325.GH3776@it.is.rice.edu>
Message-ID: <46EAEF5ECD04FA49B3295EC7FFE30EB506603E80@bn-scl-be01.Cudanet.local>

I cleared the Mason cache and I will see if the issue occurs again. The user was still experiencing the problem immediately after clearing the cache though (I then assigned him Global User Rights as a workaround -- see below). 

I have not made any known local modifications to the RT codebase.

For one user, I assigned him rights under Configuration > Global > User Rights and so far this is working as a work-around for him. When he logged in next, he was able to see the permissions assigned to him. If this work-around sticks, then I am thinking the issue must be closely related to either Group Membership or Group Rights for these particular users. I will have to wait and see if he loses his rights again.

This is not an ideal situation as now he has these rights globally (and he should only have rights to specific queues). But, this is a trusted user who also uses RT very frequently so it is acceptable. I am wary to do this for the other user who also experiences this problem regularly.

Thank you all for your help and ideas. If you have any more ideas or if you know of any logs I can look at for clues, I am happy to continue troubleshooting.

Nathan Hurt
Barracuda Networks, Inc.
-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Tuesday, August 18, 2009 9:13 AM
To: Ken Crocker
Cc: Nathan Hurt; 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Some users are losing their rights every night

On Mon, Aug 17, 2009 at 02:38:59PM -0700, Ken Crocker wrote:
> Nathan,
>
> This is certainly a conundrum. The only thing I can think of is that there 
> is some configuration setting that causes an automatic re-set OR some 
> setting that removes certain settings when RT is re-started. Something like 
> that. I have never heard of anything like this on RT for years. Sorry.
>
> Kenn
> LBNL
>
Nathan,

Have you made any local modifications to the RT codebase? Have you
tried clearing your Mason cache and restarting RT?

Cheers,
Ken

> On 8/17/2009 2:00 PM, Nathan Hurt wrote:
>>
>> Kenn,
>>
>>  
>> No. The box is still checked and I have also confirmed the group 
>> memberships are still in place. It seems like nothing has changed except 
>> they are seeing the default new user, no rights GUI when they log in. Of 
>> course, something must be changing somewhere. I just cannot seem to find 
>> it.
>>
>>  
>> Nathan Hurt
>>
>> Barracuda Networks, Inc.
>>
>> ------------------------------------------------------------------------
>>
>> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>> *Sent:* Monday, August 17, 2009 4:53 PM
>> *To:* Nathan Hurt
>> *Cc:* 'rt-users at lists.bestpractical.com'
>> *Subject:* Re: [rt-users] Some users are losing their rights every night
>>
>>  
>> Nathan,
>>
>> I understand your confusion. This is a tough one. I have another question. 
>> When the Users lose their rights, does the bottom box (making them 
>> privileged) on the User's profile get unchecked?
>>
>> Kenn
>> LBNL
>>
>> On 8/17/2009 12:28 PM, Nathan Hurt wrote:
>>
>> Thanks for the quick response.
>>
>>  
>> 1. I have granted all rights via the web ui.
>>
>>  
>> 2. I put users in a pre-defined group and then grant the group specific 
>> rights to different queues. There are very few exceptions to this rule. 
>> The users with the issue are exclusively assigned a group membership and 
>> the group is assigned group rights to a queue.
>>
>>  
>> 3. I don't have any daily cron jobs that I would consider out of the 
>> ordinary. This is pretty basic install across the board (RT and everything 
>> else on the server).
>>
>>  
>> 4. This does not only affect new users. I have two users who report this 
>> problem almost daily (if not, then it's probably because they haven't 
>> tried to log in to RT that day). The first user was one of the earliest 
>> users on this instance of RT. The second user was created weeks later. The 
>> other two users that have reported this issue have only reported it once 
>> (and based on their usage, it has never happened to them again).
>>
>>  
>> 5. The database is not backed up -- but you just reminded me to get on 
>> that asap J
>>
>>  
>> Nathan Hurt
>>
>> Barracuda Networks, Inc.
>>
>> www.barracuda.com <http://www.barracuda.com>
>>
>> ------------------------------------------------------------------------
>>
>> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>> *Sent:* Monday, August 17, 2009 2:12 PM
>> *To:* Nathan Hurt
>> *Cc:* 'rt-users at lists.bestpractical.com 
>> <mailto:rt-users at lists.bestpractical.com>'
>> *Subject:* Re: [rt-users] Some users are losing their rights every night
>>
>>  
>> Nathan,
>>
>> A couple questions first:
>>
>>    1. Do you grant all the rights via the WebUI?
>>    2. Do you put the Users in a pre-defined group or do you grant them
>>       "User" rights to those queues?
>>    3. Do you have any nightly "Cron" processes running?
>>    4. Does this happen to only the NEW users and if so, when did this
>>       start happening? I ask this because if it is only happening to
>>       new users, then I would find the cutoff date for new
>>       users/problem and see if there is a new operation, updated
>>       process, etc. that might re-set new users, but leave older ones
>>       alone.
>>    5. Is the DataBase backed up every night? If so, do they then turn
>>       around and re-load the backup, re-setting keys, indexes, etc.?
>>       If this is done nightly, maybe they are re-loading the wrong backup?
>>
>> Thiese answers should help us de-bug the problem.
>>
>> Kenn
>> LBNL
>>
>> On 8/17/2009 10:02 AM, Nathan Hurt wrote:
>>
>> HI All,
>>
>>  
>> I am new to administrating RT and I am not sure where to begin 
>> troubleshooting this problem. I have looked at the Wiki and have looked 
>> through the archived rt-users thread. I am currently using RT 3.8.2 on an 
>> Ubuntu server.
>>
>>  
>> Issue:
>>
>> Users have been granted rights through group membership and then that 
>> group is assigned to a particular queue or queues. I have confirmed that 
>> the users have been explicitly "granted rights" and allowed to "Access RT" 
>> in their user profiles. When they are initially granted rights, they have 
>> access to exactly what I have set for them. They can access queues, see 
>> tickets, comment, move tickets from queue to queue, and so on. The users 
>> leave for the day and attempt to log on the next day only to find out they 
>> do not have the correct permissions any longer. Their interface appears as 
>> if they are a user without rights.
>>
>>  
>> This does not seem to affect all users and it has never affected a 
>> SuperUser. When checking the user's profile I find that both the "rights" 
>> and "access RT" check boxes are both still checked. Also, the user still 
>> has all their normal group memberships. I do not see any reason why they 
>> should be seeing the "new user" screen. The workaround for me has been to 
>> uncheck the "rights" checkbox, save changes, re-check the "rights", and 
>> then save changes again. If the user logs out and back in, they will have 
>> the correct rights. Unfortunately, I find they will "lose" their rights 
>> within a day (sometimes this happens within one eight hour shift). I have 
>> been unable to narrow down the cause of this issue beyond what I have 
>> described.
>>
>>  
>> Out of about 100 users, I have had 4 users report this issue. Two users 
>> have this happen repeatedly and it is reported nearly every day. This is 
>> probably more widespread than I know (some users access RT every day, all 
>> day and some almost never).
>>
>>  
>> Please let me know if anyone has an idea of where to start looking for the 
>> problem or if more information is needed.  
>>  
>> Thank you,
>>
>>  
>> Nathan Hurt
>>
>> Barracuda Networks
>>
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest virus 
>> & malware protection in the industry: www.barracudanetworks.com/spam 
>> <http://www.barracudanetworks.com/spam>
>>
>>    
>>
>> ------------------------------------------------------------------------
>>
>>
>>    _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com 
>> <mailto:sales at bestpractical.com>
>>   Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
>> a copy at http://rtbook.bestpractical.com
>>
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest virus 
>> & malware protection in the industry: www.barracudanetworks.com/spam 
>> <http://www.barracudanetworks.com/spam>
>>
>>  
>>
>> ------------------------------------------------------------------------
>>
>>
>>  _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com 
>> <mailto:sales at bestpractical.com>
>>   Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
>> a copy at http://rtbook.bestpractical.com
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest virus 
>> & malware protection in the industry: www.barracudanetworks.com/spam

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

----------------------------------
Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry: www.barracudanetworks.com/spam



From rmp.dmd1229 at gmail.com  Tue Aug 18 10:31:15 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Tue, 18 Aug 2009 10:31:15 -0400
Subject: [rt-users] Follow-up question on Merge Ticket with existing
	ticket with the same subject
In-Reply-To: <61d255bb0908171249n6be0beabhe6aaafe23d4f0dc2@mail.gmail.com>
References: <61d255bb0908171249n6be0beabhe6aaafe23d4f0dc2@mail.gmail.com>
Message-ID: <61d255bb0908180731o2c4ecc3bg9b706951bd2d58f1@mail.gmail.com>

Experts,

I hope you can help me on below.

I've been trying some modifications, but I could not get it working.


Thanks!
Roehl

On Mon, Aug 17, 2009 at 3:49 PM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:

> Thanks for the help.  I was able to make the scrip below work.
>
> The scrip was able to merge new ticket with Subject: "Test Ticket Subject"
> to an existing ticket with the same subject.
>
> Just few more questions:
> - what to add on the scrip to ignore preceeding characters such as RE: and
> FWD:? A new ticket with subject: "RE:  Test Ticket Subject" to an existing
> ticket with the same subject
> - the scrip does not merge new ticket with subject: "** PROBLEM alert -
> Saturn backup server/DNS is CRITICAL **" to an existing ticket with the same
> subject. Is there a syntax that I need to add for this?
>
> All help will be greatly appreciated.
>
>
> Thanks!
> =====
> my $problem_desc = undef;
> my $Transaction = $self->TransactionObj;
> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
> $problem_desc = $subject;
> $RT::Logger->debug("This is the subject to match: $problem_desc");
> # look for subject on existing tickets
> my $search = RT::Tickets->new($RT::SystemUser);
> $search->LimitQueue(VALUE => 'IT');
> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
> 'or');
> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
> if ($search->Count == 0) { return 1; }
> my $id = undef;
> my $same_desc = undef;
> while (my $ticket = $search->Next) {
>     # Ignore this ticket that opened this transaction
>     next if $self->TicketObj->Id == $ticket->Id;
>     $same_desc=$ticket->Subject;
>    #if ($same_desc eq $problem_desc){
>    if ($problem_desc eq $same_desc){
>        # Found the same subject
>        $RT::Logger->debug("SAME $same_desc and $problem_desc");
>        $id = $ticket->Id;
>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into
> $id because of OA number match.");
>        $self->TicketObj->MergeInto($id);
>     }
> }
> $id || return 1;
> 1;
>
>
>
>
>
>
>
>
>
>
>
>
>
> On Fri, Aug 14, 2009 at 9:41 AM, R?mi <mirebob at gmail.com> wrote:
>
>> hi
>> try using $TicketObj->SetSubject() function,
>>
>> $TicketObj->Subject is just an accessor method
>>
>> R?mi
>>
>>
>> 2009/8/13 rmp dmd <rmp.dmd1229 at gmail.com>
>>
>>>   Hi,
>>>
>>> I'm using the scrip below to merge newly created ticket with existing
>>> ticket with the same subject. However, im getting
>>>
>>> Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
>>> 1311) line 21.
>>>
>>> code for line 21 is :
>>> $ticket->Subject = $same_desc;
>>>
>>> Im not exactly sure what the error means. Please help in making the scrip
>>> work.
>>>
>>>
>>> Thanks!
>>>
>>>
>>>
>>> ====
>>>
>>> my $problem_desc = undef;
>>> my $Transaction = $self->TransactionObj;
>>> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
>>> $problem_desc = $subject;
>>> $RT::Logger->debug("This is the subject to match: $problem_desc");
>>> # look for subject on existing tickets
>>> my $search = RT::Tickets->new($RT::SystemUser);
>>> $search->LimitQueue(VALUE => 'IT');
>>> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
>>> 'or');
>>> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
>>> if ($search->Count == 0) { return 1; }
>>> my $id = undef;
>>> my $same_desc = undef;
>>> while (my $ticket = $search->Next) {
>>>     # Ignore this ticket that opened this transaction
>>>     next if $self->TicketObj->Id == $ticket->Id;
>>>     $ticket->Subject = $same_desc;
>>>     if ($same_desc eq $problem_desc){
>>>        # Found the same subject
>>>        $RT::Logger->debug("SAME $same_desc and $problem_desc");
>>>        $id = $ticket->Id;
>>>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . "
>>> into $id because of OA number match.");
>>>        $self->TicketObj->MergeInto($id);
>>>     }
>>> }
>>> $id || return 1;
>>> 1;
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>
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From dchandekstark at gmail.com  Tue Aug 18 10:19:24 2009
From: dchandekstark at gmail.com (David Chandek-Stark)
Date: Tue, 18 Aug 2009 10:19:24 -0400
Subject: [rt-users] Problem with specific user?
Message-ID: <9e5a3df60908180719k3f3603afu69ce889de75fd93f@mail.gmail.com>

I am experiencing a very strange problem.  A specific user does not get
included in generated emails, such as On Correspond Notify Owner.  No error
is written to the RT log.  Everything appears to function properly, except
that the generated e-mail which is recorded in the ticket has no To: address
in it, so is sent to no one.  The problem does not affect other users.  I
have checked all the tables in MySQL, no errors.  The user's email address
is valid and unique in the database.  We even tried changing it to another
valid email address and got the same result.

Has anyone had a problem like this, and what could possibly be causing it?

Thanks,
David

RT 3.8.1
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From barnesaw at ucrwcu.rwc.uc.edu  Tue Aug 18 10:46:35 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 18 Aug 2009 10:46:35 -0400
Subject: [rt-users] Problem with specific user?
In-Reply-To: <9e5a3df60908180719k3f3603afu69ce889de75fd93f@mail.gmail.com>
Message-ID: <C6B0370B.5B85%barnesaw@ucrwcu.rwc.uc.edu>


Sounds like his may have set his email preferences to suspended.

On 8/18/09 10:19 AM, "David Chandek-Stark" <dchandekstark at gmail.com> wrote:

> I am experiencing a very strange problem.? A specific user does not get
> included in generated emails, such as On Correspond Notify Owner.? No error is
> written to the RT log.? Everything appears to function properly, except that
> the generated e-mail which is recorded in the ticket has no To: address in it,
> so is sent to no one.? The problem does not affect other users.? I have
> checked all the tables in MySQL, no errors.? The user's email address is valid
> and unique in the database.? We even tried changing it to another valid email
> address and got the same result.
> 
> Has anyone had a problem like this, and what could possibly be causing it?
> 
> Thanks,
> David
> 
> RT 3.8.1
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> -- 
> Drew Barnes
> Applications Analyst
> Network Resources Dept.
> Raymond Walters College

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From slander at hearstsc.com  Tue Aug 18 10:50:05 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Tue, 18 Aug 2009 10:50:05 -0400
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <46EAEF5ECD04FA49B3295EC7FFE30EB506603E80@bn-scl-be01.Cudanet.local>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637D5CE8D@RCLTEXCMS02.resource.hearstcorp.com>

You might test the mysql database for corruption; maybe something is messed up with the accounts in question.

I think just "mysqlcheck -uroot -p rt3" should do it...


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan Hurt
Sent: Tuesday, August 18, 2009 10:23 AM
To: 'Kenneth Marshall'; 'Ken Crocker'
Cc: 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Some users are losing their rights every night

I cleared the Mason cache and I will see if the issue occurs again. The user was still experiencing the problem immediately after clearing the cache though (I then assigned him Global User Rights as a workaround -- see below).

I have not made any known local modifications to the RT codebase.

For one user, I assigned him rights under Configuration > Global > User Rights and so far this is working as a work-around for him. When he logged in next, he was able to see the permissions assigned to him. If this work-around sticks, then I am thinking the issue must be closely related to either Group Membership or Group Rights for these particular users. I will have to wait and see if he loses his rights again.

This is not an ideal situation as now he has these rights globally (and he should only have rights to specific queues). But, this is a trusted user who also uses RT very frequently so it is acceptable. I am wary to do this for the other user who also experiences this problem regularly.

Thank you all for your help and ideas. If you have any more ideas or if you know of any logs I can look at for clues, I am happy to continue troubleshooting.

Nathan Hurt
Barracuda Networks, Inc.
-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu]
Sent: Tuesday, August 18, 2009 9:13 AM
To: Ken Crocker
Cc: Nathan Hurt; 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Some users are losing their rights every night

On Mon, Aug 17, 2009 at 02:38:59PM -0700, Ken Crocker wrote:
> Nathan,
>
> This is certainly a conundrum. The only thing I can think of is that
> there is some configuration setting that causes an automatic re-set OR
> some setting that removes certain settings when RT is re-started.
> Something like that. I have never heard of anything like this on RT for years. Sorry.
>
> Kenn
> LBNL
>
Nathan,

Have you made any local modifications to the RT codebase? Have you tried clearing your Mason cache and restarting RT?

Cheers,
Ken

> On 8/17/2009 2:00 PM, Nathan Hurt wrote:
>>
>> Kenn,
>>
>>
>> No. The box is still checked and I have also confirmed the group
>> memberships are still in place. It seems like nothing has changed
>> except they are seeing the default new user, no rights GUI when they
>> log in. Of course, something must be changing somewhere. I just
>> cannot seem to find it.
>>
>>
>> Nathan Hurt
>>
>> Barracuda Networks, Inc.
>>
>> ---------------------------------------------------------------------
>> ---
>>
>> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>> *Sent:* Monday, August 17, 2009 4:53 PM
>> *To:* Nathan Hurt
>> *Cc:* 'rt-users at lists.bestpractical.com'
>> *Subject:* Re: [rt-users] Some users are losing their rights every
>> night
>>
>>
>> Nathan,
>>
>> I understand your confusion. This is a tough one. I have another question.
>> When the Users lose their rights, does the bottom box (making them
>> privileged) on the User's profile get unchecked?
>>
>> Kenn
>> LBNL
>>
>> On 8/17/2009 12:28 PM, Nathan Hurt wrote:
>>
>> Thanks for the quick response.
>>
>>
>> 1. I have granted all rights via the web ui.
>>
>>
>> 2. I put users in a pre-defined group and then grant the group
>> specific rights to different queues. There are very few exceptions to this rule.
>> The users with the issue are exclusively assigned a group membership
>> and the group is assigned group rights to a queue.
>>
>>
>> 3. I don't have any daily cron jobs that I would consider out of the
>> ordinary. This is pretty basic install across the board (RT and
>> everything else on the server).
>>
>>
>> 4. This does not only affect new users. I have two users who report
>> this problem almost daily (if not, then it's probably because they
>> haven't tried to log in to RT that day). The first user was one of
>> the earliest users on this instance of RT. The second user was
>> created weeks later. The other two users that have reported this
>> issue have only reported it once (and based on their usage, it has never happened to them again).
>>
>>
>> 5. The database is not backed up -- but you just reminded me to get
>> on that asap J
>>
>>
>> Nathan Hurt
>>
>> Barracuda Networks, Inc.
>>
>> www.barracuda.com <http://www.barracuda.com>
>>
>> ---------------------------------------------------------------------
>> ---
>>
>> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>> *Sent:* Monday, August 17, 2009 2:12 PM
>> *To:* Nathan Hurt
>> *Cc:* 'rt-users at lists.bestpractical.com
>> <mailto:rt-users at lists.bestpractical.com>'
>> *Subject:* Re: [rt-users] Some users are losing their rights every
>> night
>>
>>
>> Nathan,
>>
>> A couple questions first:
>>
>>    1. Do you grant all the rights via the WebUI?
>>    2. Do you put the Users in a pre-defined group or do you grant them
>>       "User" rights to those queues?
>>    3. Do you have any nightly "Cron" processes running?
>>    4. Does this happen to only the NEW users and if so, when did this
>>       start happening? I ask this because if it is only happening to
>>       new users, then I would find the cutoff date for new
>>       users/problem and see if there is a new operation, updated
>>       process, etc. that might re-set new users, but leave older ones
>>       alone.
>>    5. Is the DataBase backed up every night? If so, do they then turn
>>       around and re-load the backup, re-setting keys, indexes, etc.?
>>       If this is done nightly, maybe they are re-loading the wrong backup?
>>
>> Thiese answers should help us de-bug the problem.
>>
>> Kenn
>> LBNL
>>
>> On 8/17/2009 10:02 AM, Nathan Hurt wrote:
>>
>> HI All,
>>
>>
>> I am new to administrating RT and I am not sure where to begin
>> troubleshooting this problem. I have looked at the Wiki and have
>> looked through the archived rt-users thread. I am currently using RT
>> 3.8.2 on an Ubuntu server.
>>
>>
>> Issue:
>>
>> Users have been granted rights through group membership and then that
>> group is assigned to a particular queue or queues. I have confirmed
>> that the users have been explicitly "granted rights" and allowed to "Access RT"
>> in their user profiles. When they are initially granted rights, they
>> have access to exactly what I have set for them. They can access
>> queues, see tickets, comment, move tickets from queue to queue, and
>> so on. The users leave for the day and attempt to log on the next day
>> only to find out they do not have the correct permissions any longer.
>> Their interface appears as if they are a user without rights.
>>
>>
>> This does not seem to affect all users and it has never affected a
>> SuperUser. When checking the user's profile I find that both the "rights"
>> and "access RT" check boxes are both still checked. Also, the user
>> still has all their normal group memberships. I do not see any reason
>> why they should be seeing the "new user" screen. The workaround for
>> me has been to uncheck the "rights" checkbox, save changes, re-check
>> the "rights", and then save changes again. If the user logs out and
>> back in, they will have the correct rights. Unfortunately, I find
>> they will "lose" their rights within a day (sometimes this happens
>> within one eight hour shift). I have been unable to narrow down the
>> cause of this issue beyond what I have described.
>>
>>
>> Out of about 100 users, I have had 4 users report this issue. Two
>> users have this happen repeatedly and it is reported nearly every
>> day. This is probably more widespread than I know (some users access
>> RT every day, all day and some almost never).
>>
>>
>> Please let me know if anyone has an idea of where to start looking
>> for the problem or if more information is needed.
>>
>> Thank you,
>>
>>
>> Nathan Hurt
>>
>> Barracuda Networks
>>
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest
>> virus & malware protection in the industry:
>> www.barracudanetworks.com/spam
>> <http://www.barracudanetworks.com/spam>
>>
>>
>>
>> ---------------------------------------------------------------------
>> ---
>>
>>
>>    _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  Community help: http://wiki.bestpractical.com Commercial support:
>> sales at bestpractical.com <mailto:sales at bestpractical.com>
>>   Discover RT's hidden secrets with RT Essentials from O'Reilly
>> Media. Buy a copy at http://rtbook.bestpractical.com
>>
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest
>> virus & malware protection in the industry:
>> www.barracudanetworks.com/spam
>> <http://www.barracudanetworks.com/spam>
>>
>>
>>
>> ---------------------------------------------------------------------
>> ---
>>
>>
>>  _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  Community help: http://wiki.bestpractical.com Commercial support:
>> sales at bestpractical.com <mailto:sales at bestpractical.com>
>>   Discover RT's hidden secrets with RT Essentials from O'Reilly
>> Media. Buy a copy at http://rtbook.bestpractical.com
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest
>> virus & malware protection in the industry:
>> www.barracudanetworks.com/spam

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

----------------------------------
Check out the Barracuda Spam & Virus Firewall - offering the fastest virus & malware protection in the industry: www.barracudanetworks.com/spam

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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From dchandekstark at gmail.com  Tue Aug 18 11:41:18 2009
From: dchandekstark at gmail.com (David Chandek-Stark)
Date: Tue, 18 Aug 2009 11:41:18 -0400
Subject: [rt-users] Problem with specific user?
In-Reply-To: <C6B0370B.5B85%barnesaw@ucrwcu.rwc.uc.edu>
References: <9e5a3df60908180719k3f3603afu69ce889de75fd93f@mail.gmail.com>
	<C6B0370B.5B85%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <9e5a3df60908180841v3db4145cw2d23ef54ce5573ec@mail.gmail.com>

Thanks, Drew.  That was the deal.  :)

--David

On Tue, Aug 18, 2009 at 10:46 AM, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>wrote:

>
> Sounds like his may have set his email preferences to suspended.
>
>
> On 8/18/09 10:19 AM, "David Chandek-Stark" <dchandekstark at gmail.com>
> wrote:
>
> I am experiencing a very strange problem.  A specific user does not get
> included in generated emails, such as On Correspond Notify Owner.  No error
> is written to the RT log.  Everything appears to function properly, except
> that the generated e-mail which is recorded in the ticket has no To: address
> in it, so is sent to no one.  The problem does not affect other users.  I
> have checked all the tables in MySQL, no errors.  The user's email address
> is valid and unique in the database.  We even tried changing it to another
> valid email address and got the same result.
>
> Has anyone had a problem like this, and what could possibly be causing it?
>
> Thanks,
> David
>
> RT 3.8.1
>
> ------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> --
> Drew Barnes
> Applications Analyst
> Network Resources Dept.
> Raymond Walters College
>



-- 
David Chandek-Stark
dchandekstark at gmail.com
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From kfcrocker at lbl.gov  Tue Aug 18 12:25:10 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 18 Aug 2009 09:25:10 -0700
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <1250554247.32179.1330314841@webmail.messagingengine.com>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
Message-ID: <4A8AD5E6.3070805@lbl.gov>

Nick,

No I hadn't checked that file. I just did and  found only 3 packages 
named; GD, GRAPHVIZ, and GPG. I'm not sure what GPG does (what is GNU 
Privacy Guard and how does it work?). What happened to packages like 
"CommandByMail"? I thought that all the "old" extensions were like 
plug-ins or something like that. SO, now I need to figure out how to get 
"CommandByMail" to install with the rest without haveing to download it 
seperately as an extension. Any info on that?

Thanks.

Kenn
LBNL

On 8/17/2009 5:10 PM, Nick Kartsioukas wrote:
> On Mon, 17 Aug 2009 14:34:08 -0700, "Ken Crocker" <kfcrocker at lbl.gov>
> said:
>   
>> Thanks. Now I'm wondering if there is a list of the packages I can 
>> select from? Like RT_Matrix, CommandByMail, etc. I read README and also 
>> the configure module, but couldn't find a list.
>>     
>
> It appears that at least some subset of --with-blah options are
> contained in configure.ac.  Are those the options you're referring to,
> or is that the configure module you've already examined?
>
>   
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From allen+rtlist at crystalfontz.com  Tue Aug 18 12:30:07 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Tue, 18 Aug 2009 09:30:07 -0700
Subject: [rt-users] RFC: Full ticket view when replying?
Message-ID: <885d981e0908180930p5f4859aby72bfe6c7a3e4f83@mail.gmail.com>

-- Jesse Vincent wrote:
> > 1) Add the ticket below the normal text box, sprip & recipient options
> > 2) Put the text box in-line as, for example, GMail does
> >
> > I find myself opening the ticket in another tab to cross-reference
>
> RT-AjaxyReplyPage in bps svn may be what you want

We also end up opening the Reply link in a new tab in order to refer
to the entire Correspondence history when composing a new Reply or
Comment, so we wanted the composition box on the same screen as the
rest of the History.

I installed the RT-AjaxyReplyPage plugin but honestly could not see
how in the world that plugin relates to this request. As far as I
could tell, that plugin only uses "ahah" to try to activate some form
choices immediately, without leaving the current page. In no way that
I could see does it show you all the Correspondence on the ticket on
the same screen as the compose box for a new message.

So, in order to show all "History" while composing in RT 3.8.4, I
copied "html/Ticket/Update.html" to a "local" file, and then around
line 161, after the </form> tag that closes the PreviewScrips template
inclusion, I added:

    <& /Ticket/Elements/ShowHistory ,
      Ticket => $TicketObj,
      ShowHeaders => $ARGS{'ShowHeaders'},
      URIFile => 'History.html',
      Attachments => $attachments,
      AttachmentContent => $attachment_content
    &>

    % $m->callback( %ARGS,
                          CallbackName => 'AfterShowHistory',
                          Ticket => $TicketObj,
                          current_tab => 'Ticket/History.html?id=' .
$TicketObj->id );

and then inside the <%INIT> section, add these lines:

  my $attachments = $m->comp('Elements/FindAttachments', Ticket => $TicketObj);
  my $attachment_content = $m->comp('Elements/LoadTextAttachments',
Ticket => $TicketObj);

Then it will work for privileged users. If you want the same effect
for nonprivileged users in the /SelfService/ area, then you need to
copy "html/SelfService/Update.html" to a "local" file and add this in
between the closing </form> tag and the opening <%INIT> tag:

<& /Ticket/Elements/ShowHistory,
      Ticket => $Ticket,
      URIFile => "Display.html",
      ShowHeaders => $ARGS{'ShowHeaders'},
      DownloadableHeaders => 0,
      AttachPath => "Attachment",
      Attachments => $attachments,
      UpdatePath => "Update.html"
&>

then add this line inside the <%INIT> section:

    my $attachments = $m->comp( '/Ticket/Elements/FindAttachments',
Ticket => $Ticket );

now SelfService users will see History on same screen while replying.


From jpierce at cambridgeenergyalliance.org  Tue Aug 18 12:40:13 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 12:40:13 -0400
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <4A8AD5E6.3070805@lbl.gov>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com> 
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com> 
	<4A8AD5E6.3070805@lbl.gov>
Message-ID: <be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>

--with-foo= are for specifying the (non-standard) locales of RT dependencies.

Extensions like RTx::Calendar or RT::Extension::CommandByMail are plugins.
They are not bundled with the core and *must* be downloaded and installed
separately. For the modern ones i.e; not DDMU or Timeline; that's
trivial though:

  cpan RTx::Foo
OR
  perl -MCPAN -e install RTx::foo

Note that you still have to add them to @plugins in RT_SiteConfig.pm by hand.


From falcone at bestpractical.com  Tue Aug 18 12:44:46 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 18 Aug 2009 12:44:46 -0400
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <4A8AD5E6.3070805@lbl.gov>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
	<4A8AD5E6.3070805@lbl.gov>
Message-ID: <20090818164446.GA32141@jibsheet.com>

On Tue, Aug 18, 2009 at 09:25:10AM -0700, Ken Crocker wrote:
>    Nick,
> 
>    No I hadn't checked that file. I just did and  found only 3 packages named; GD, GRAPHVIZ, and
>    GPG. I'm not sure what GPG does (what is GNU Privacy Guard and how does it work?). What
>    happened to packages like "CommandByMail"? I thought that all the "old" extensions were like
>    plug-ins or something like that. SO, now I need to figure out how to get "CommandByMail" to
>    install with the rest without haveing to download it seperately as an extension. Any info on
>    that?

Kenn

Those only refer to options shipped as part of the core RT install.

You almost certainly want gd and graphviz, if you're not familiar with
gpg and encrypted mail you don't want that.

If you want CommandByMail or other RT extensions you'll download them
from CPAN and install them as normal, but please check their READMEs
because they'll have directions for enabling the Plugins under 3.8

-kevin

> 
>    Thanks.
> 
>    Kenn
>    LBNL
> 
>    On 8/17/2009 5:10 PM, Nick Kartsioukas wrote:
> 
>  On Mon, 17 Aug 2009 14:34:08 -0700, "Ken Crocker" [1]<kfcrocker at lbl.gov>
>  said:
> 
> 
>  Thanks. Now I'm wondering if there is a list of the packages I can
>  select from? Like RT_Matrix, CommandByMail, etc. I read README and also
>  the configure module, but couldn't find a list.
> 
> 
>  It appears that at least some subset of --with-blah options are
>  contained in configure.ac.  Are those the options you're referring to,
>  or is that the configure module you've already examined?
> 
> 
> 
> References
> 
>    Visible links
>    1. mailto:kfcrocker at lbl.gov

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From jpierce at cambridgeenergyalliance.org  Tue Aug 18 13:04:07 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 13:04:07 -0400
Subject: [rt-users] RFC: Full ticket view when replying?
In-Reply-To: <885d981e0908180930p5f4859aby72bfe6c7a3e4f83@mail.gmail.com>
References: <885d981e0908180930p5f4859aby72bfe6c7a3e4f83@mail.gmail.com>
Message-ID: <be7163f0908181004v75d0cffcgbcaeaca06de8f438@mail.gmail.com>

Also known as side-by-side:

http://web.mit.edu/tooltime/presentations/itp/rt.html

There are threads in the archives about this

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From falcone at bestpractical.com  Tue Aug 18 13:12:00 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 18 Aug 2009 13:12:00 -0400
Subject: [rt-users] To and CC sending in separate emails
In-Reply-To: <4A829AFD.4EF5.001E.0@NorMed.ca>
References: <4A828522.4EF5.001E.0@NorMed.ca> <4A829AFD.4EF5.001E.0@NorMed.ca>
Message-ID: <20090818171200.GB32141@jibsheet.com>

On Wed, Aug 12, 2009 at 10:35:45AM -0400, Mike Johnson wrote:
>    Sorry, slight correction in the below.
> 
>    The Bcc is populated in the second email along with the Cc.

If you're getting Bcc then you're tripping a Scrip involving AdminCcs,
are you possibly confusing CC and AdminCc and one-time-CC?
Your version is old, but the email code in that area hasn't really
changed that much.  Your debug logs and message-ids should let you
figure out which Scrip triggers which Email for certain.

-kevin

>    So technically the scrip is sending the email, but it does not send it as 1.
> 
>    The issue behind this, if I say "Hi Non-requestor, blah blah" and the Requestor reads that
>    email, they don't know that I"ve communicated it to the Non-requestor, and they ask questions.
> 
>    I'm looking to prevent that.
> 
>    Again, I looked in the wiki, googled my face off, and looked through the history of the list.
> 
>    Thanks!
> 
>    >>> "Mike Johnson" <Mike.Johnson at NorMed.ca> 12/08/2009 9:02 am >>>
>    Greetings,
> 
>    I'm new to the lists, but I did do a thorough search through the archives.  I can't seem to
>    find anything describing my issue.
> 
>    I have a scrip setup to
> 
>    On Correspond Notify Requestors and Ccs with template Correspondence
> 
>    I want this to send 1 email, To = requestor email, and Cc = Cc/Bcc emails
> 
>    RT is sending 2 emails, in 1 To is populated, in the other Cc is populated, and Bcc never gets
>    populated...
> 
>    What is wrong with my setup?
> 
>    Note** we are running an old version of RT, maybe it's fixed in a newer version? (our version
>    3.2.1... yes I know it's old :P)
> 
>    Thanks!
>    Mike.

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From falcone at bestpractical.com  Tue Aug 18 13:17:13 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 18 Aug 2009 13:17:13 -0400
Subject: [rt-users] How do I forward a ticket to someone?
In-Reply-To: <4A85C594.7000301@genarts.com>
References: <4A85C594.7000301@genarts.com>
Message-ID: <20090818171713.GC32141@jibsheet.com>

On Fri, Aug 14, 2009 at 04:14:12PM -0400, Gary Oberbrunner wrote:
> I've seen various references to the "forward" feature in RT (we're
> running 3.8.2 on Ubuntu), but I can't figure out how to forward a
> ticket.  I don't see a Forward button on any of the screens... any hints?

The link is next to Reply and Comment on individual pieces of ticket
history.  You'll need to grant the ForwardMessage right.

3.8.5 will merge the branch that allows forwarding the whole ticket.

-kevin


From falcone at bestpractical.com  Tue Aug 18 13:19:41 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 18 Aug 2009 13:19:41 -0400
Subject: [rt-users] User Provisioning from AD
In-Reply-To: <cac10ddc0908171416r5da77461uaca30f29e3fb7aff@mail.gmail.com>
References: <cac10ddc0908171049x4582b388ld5bea08497da08e2@mail.gmail.com>
	<cac10ddc0908171416r5da77461uaca30f29e3fb7aff@mail.gmail.com>
Message-ID: <20090818171941.GD32141@jibsheet.com>

On Mon, Aug 17, 2009 at 04:16:40PM -0500, Robert Nesius wrote:
>    Slight correction:
> 
>    On Mon, Aug 17, 2009 at 12:49 PM, Robert Nesius <[1]nesius at gmail.com> wrote:
> 
>      I'm looking at deploying RT (running over apache2 on GNU/Linux) into an environment that is
>      windows-centric, and to ease administrative overhead I'd like to use AD for authentication
>      and the provisioning of identities. I've successfully accomplished AD-Authentication a few
>      different ways, but what I'm running into is that the users RT creates based on AD
>      credentials
> 
>      are not privileged within AD.
> 
>    are not privileged within RT.

Set($AutoCreate, {Privileged => 1});
in your config

-kevin

> 
>      To ease service configuration (Group Creation/Rights Delegation) I'd like to bulk-load
>      identities into RT from AD before rolling out the service, and have a nightly cron catch any
>      new additions/changes (names changing due to state-changes in marital status, etc..). I'm
>      guessing this is a solved problem, but have not stumbled my away across a tool despite
>      numerous google searches.
> 
>      Anyone out there who can point me in the right direction or share their learnings?
> 
>      Thanks very much!
>      -Rob
> 
> References
> 
>    Visible links
>    1. mailto:nesius at gmail.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 nesius at gmail.com  Tue Aug 18 13:31:21 2009
From: nesius at gmail.com (Robert Nesius)
Date: Tue, 18 Aug 2009 12:31:21 -0500
Subject: [rt-users] User Provisioning from AD
In-Reply-To: <20090818171941.GD32141@jibsheet.com>
References: <cac10ddc0908171049x4582b388ld5bea08497da08e2@mail.gmail.com>
	<cac10ddc0908171416r5da77461uaca30f29e3fb7aff@mail.gmail.com>
	<20090818171941.GD32141@jibsheet.com>
Message-ID: <cac10ddc0908181031n36c767b4ne9f69b40e3103326@mail.gmail.com>

On Tue, Aug 18, 2009 at 12:19 PM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Mon, Aug 17, 2009 at 04:16:40PM -0500, Robert Nesius wrote:
> >    Slight correction:
> >
> >    On Mon, Aug 17, 2009 at 12:49 PM, Robert Nesius <[1]nesius at gmail.com>
> wrote:
> >
> >      I'm looking at deploying RT (running over apache2 on GNU/Linux) into
> an environment that is
> >      windows-centric, and to ease administrative overhead I'd like to use
> AD for authentication
> >      and the provisioning of identities. I've successfully accomplished
> AD-Authentication a few
> >      different ways, but what I'm running into is that the users RT
> creates based on AD
> >      credentials
> >
> >      are not privileged within AD.
> >
> >    are not privileged within RT.
>
> Set($AutoCreate, {Privileged => 1});
> in your config


*blink*  Thanks!    I missed that one. :)

Pre-loading users is something I'd still like to do so I can configure
groups/queues before rolling out the service.  I'll figure something out.

-Rob


>
> -kevin
>
> >
> >      To ease service configuration (Group Creation/Rights Delegation) I'd
> like to bulk-load
> >      identities into RT from AD before rolling out the service, and have
> a nightly cron catch any
> >      new additions/changes (names changing due to state-changes in
> marital status, etc..). I'm
> >      guessing this is a solved problem, but have not stumbled my away
> across a tool despite
> >      numerous google searches.
> >
> >      Anyone out there who can point me in the right direction or share
> their learnings?
> >
> >      Thanks very much!
> >      -Rob
> >
> > References
> >
> >    Visible links
> >    1. mailto:nesius at gmail.com
>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From Subbaraman.Venkateswaran at blackrock.com  Tue Aug 18 13:46:28 2009
From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman)
Date: Tue, 18 Aug 2009 13:46:28 -0400
Subject: [rt-users] RT Bounce emails
Message-ID: <D025D0AB92335E4B90B7ADA30FA3D59505F1732F@PCCPMEXV02.na.blkint.com>


Hello everyone,

We have been getting these "RT thinks this message may be a bounce"
emails, whenever some emails are sent out with a header sample like
below:

From:     pflxd at blackrock.com
To:       rt at blackrock.com
CC:       pflxd at blackrock.com
Reply-To: rt at blackrock.com, pflxd at blackrock.com

Any help would be appreciated. Is it because the From address is also
there in CC (pflxd at blackrock.com) ?

Thanks
Subba Venkateswaran 
A&T - App Eng - SEG
609 282 7015


THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.
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From kfcrocker at lbl.gov  Tue Aug 18 13:47:08 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 18 Aug 2009 10:47:08 -0700
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
	<4A8AD5E6.3070805@lbl.gov>
	<be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>
Message-ID: <4A8AE91C.6040508@lbl.gov>

Jerrad,

AHA! Thanks. That does explain some things to me.

Kenn
LBNL

On 8/18/2009 9:40 AM, Jerrad Pierce wrote:
> --with-foo= are for specifying the (non-standard) locales of RT dependencies.
>
> Extensions like RTx::Calendar or RT::Extension::CommandByMail are plugins.
> They are not bundled with the core and *must* be downloaded and installed
> separately. For the modern ones i.e; not DDMU or Timeline; that's
> trivial though:
>
>   cpan RTx::Foo
> OR
>   perl -MCPAN -e install RTx::foo
>
> Note that you still have to add them to @plugins in RT_SiteConfig.pm by hand.
>
>   


From falcone at bestpractical.com  Tue Aug 18 13:50:14 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 18 Aug 2009 13:50:14 -0400
Subject: [rt-users] User Provisioning from AD
In-Reply-To: <cac10ddc0908181031n36c767b4ne9f69b40e3103326@mail.gmail.com>
References: <cac10ddc0908171049x4582b388ld5bea08497da08e2@mail.gmail.com>
	<cac10ddc0908171416r5da77461uaca30f29e3fb7aff@mail.gmail.com>
	<20090818171941.GD32141@jibsheet.com>
	<cac10ddc0908181031n36c767b4ne9f69b40e3103326@mail.gmail.com>
Message-ID: <20090818175014.GE32141@jibsheet.com>

On Tue, Aug 18, 2009 at 12:31:21PM -0500, Robert Nesius wrote:
>    On Tue, Aug 18, 2009 at 12:19 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Mon, Aug 17, 2009 at 04:16:40PM -0500, Robert Nesius wrote:
>      > Slight correction:
>      >
>      > On Mon, Aug 17, 2009 at 12:49 PM, Robert Nesius <[1][2]nesius at gmail.com> wrote:
>      >
>      > I'm looking at deploying RT (running over apache2 on GNU/Linux) into an environment that
>      is
>      > windows-centric, and to ease administrative overhead I'd like to use AD for authentication
>      > and the provisioning of identities. I've successfully accomplished AD-Authentication a few
>      > different ways, but what I'm running into is that the users RT creates based on AD
>      > credentials
>      >
>      > are not privileged within AD.
>      >
>      > are not privileged within RT.
> 
>      Set($AutoCreate, {Privileged => 1});
>      in your config
> 
>    *blink* Thanks! I missed that one. :)
> 
>    Pre-loading users is something I'd still like to do so I can configure groups/queues before
>    rolling out the service. I'll figure something out.

Have you looked at RT-Extension-LDAPImport ?

-kevin

>      >
>      > To ease service configuration (Group Creation/Rights Delegation) I'd like to bulk-load
>      > identities into RT from AD before rolling out the service, and have a nightly cron catch
>      any
>      > new additions/changes (names changing due to state-changes in marital status, etc..). I'm
>      > guessing this is a solved problem, but have not stumbled my away across a tool despite
>      > numerous google searches.
>      >
>      > Anyone out there who can point me in the right direction or share their learnings?
>      >
>      > Thanks very much!
>      > -Rob
>      >
>      > References
>      >
>      > Visible links
>      > 1. mailto:[3]nesius at gmail.com
> 
>      > _______________________________________________
>      > [4]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>      >
>      > Community help: [5]http://wiki.bestpractical.com
>      > Commercial support: [6]sales at bestpractical.com
>      >
>      >
>      > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      > Buy a copy at [7]http://rtbook.bestpractical.com
> 
>      _______________________________________________
>      [8]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>      Community help: [9]http://wiki.bestpractical.com
>      Commercial support: [10]sales at bestpractical.com
> 
>      Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      Buy a copy at [11]http://rtbook.bestpractical.com
> 
> References
> 
>    Visible links
>    1. mailto:falcone at bestpractical.com
>    2. mailto:nesius at gmail.com
>    3. mailto:nesius at gmail.com
>    4. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>    5. http://wiki.bestpractical.com/
>    6. mailto:sales at bestpractical.com
>    7. http://rtbook.bestpractical.com/
>    8. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>    9. http://wiki.bestpractical.com/
>   10. mailto:sales at bestpractical.com
>   11. http://rtbook.bestpractical.com/

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From kfcrocker at lbl.gov  Tue Aug 18 13:50:00 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 18 Aug 2009 10:50:00 -0700
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <20090818164446.GA32141@jibsheet.com>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
	<4A8AD5E6.3070805@lbl.gov> <20090818164446.GA32141@jibsheet.com>
Message-ID: <4A8AE9C8.1000204@lbl.gov>

Kevin,

Hey, thanks. This is starting to make some sense to me know. I didn't 
see these explanations in the README.

So I can determine what extensions I want by looking at the README for 
each Extension. That's kool. No problema.

Thanks again.

Kenn
LBNL

On 8/18/2009 9:44 AM, Kevin Falcone wrote:
> On Tue, Aug 18, 2009 at 09:25:10AM -0700, Ken Crocker wrote:
>   
>>    Nick,
>>
>>    No I hadn't checked that file. I just did and  found only 3 packages named; GD, GRAPHVIZ, and
>>    GPG. I'm not sure what GPG does (what is GNU Privacy Guard and how does it work?). What
>>    happened to packages like "CommandByMail"? I thought that all the "old" extensions were like
>>    plug-ins or something like that. SO, now I need to figure out how to get "CommandByMail" to
>>    install with the rest without haveing to download it seperately as an extension. Any info on
>>    that?
>>     
>
> Kenn
>
> Those only refer to options shipped as part of the core RT install.
>
> You almost certainly want gd and graphviz, if you're not familiar with
> gpg and encrypted mail you don't want that.
>
> If you want CommandByMail or other RT extensions you'll download them
> from CPAN and install them as normal, but please check their READMEs
> because they'll have directions for enabling the Plugins under 3.8
>
> -kevin
>
>   
>>    Thanks.
>>
>>    Kenn
>>    LBNL
>>
>>    On 8/17/2009 5:10 PM, Nick Kartsioukas wrote:
>>
>>  On Mon, 17 Aug 2009 14:34:08 -0700, "Ken Crocker" [1]<kfcrocker at lbl.gov>
>>  said:
>>
>>
>>  Thanks. Now I'm wondering if there is a list of the packages I can
>>  select from? Like RT_Matrix, CommandByMail, etc. I read README and also
>>  the configure module, but couldn't find a list.
>>
>>
>>  It appears that at least some subset of --with-blah options are
>>  contained in configure.ac.  Are those the options you're referring to,
>>  or is that the configure module you've already examined?
>>
>>
>>
>> References
>>
>>    Visible links
>>    1. mailto:kfcrocker at lbl.gov
>>     
>
>   
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
>
>   
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From nesius at gmail.com  Tue Aug 18 13:52:50 2009
From: nesius at gmail.com (Robert Nesius)
Date: Tue, 18 Aug 2009 12:52:50 -0500
Subject: [rt-users] User Provisioning from AD
In-Reply-To: <20090818175014.GE32141@jibsheet.com>
References: <cac10ddc0908171049x4582b388ld5bea08497da08e2@mail.gmail.com>
	<cac10ddc0908171416r5da77461uaca30f29e3fb7aff@mail.gmail.com>
	<20090818171941.GD32141@jibsheet.com>
	<cac10ddc0908181031n36c767b4ne9f69b40e3103326@mail.gmail.com>
	<20090818175014.GE32141@jibsheet.com>
Message-ID: <cac10ddc0908181052x4b7db754q5a0bbd16c0abb6db@mail.gmail.com>

On Tue, Aug 18, 2009 at 12:50 PM, Kevin Falcone
<falcone at bestpractical.com>wrote:

>
> Have you looked at RT-Extension-LDAPImport ?
>
> -kevin
>

I had not found my way to it yet!  Now that I read the cpan page, that looks
very much like what I'm looking for.

Thanks so much, Kevin.  I'll play with this and see how it goes!

-Rob
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From jhartshorn at seattletimes.com  Tue Aug 18 14:06:56 2009
From: jhartshorn at seattletimes.com (Joel Hartshorn)
Date: Tue, 18 Aug 2009 11:06:56 -0700
Subject: [rt-users] Spreadsheet / Export columns
Message-ID: <AF752BCA9C593C40B67D85AB98090C700B3801@PEXCHVD.seatimes.com>

I can't seem to find the template/settings that control the output columns
for the spreadsheet for search???

Anyone ???


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From kfcrocker at lbl.gov  Tue Aug 18 14:07:53 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 18 Aug 2009 11:07:53 -0700
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
	<4A8AD5E6.3070805@lbl.gov>
	<be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>
Message-ID: <4A8AEDF9.4010302@lbl.gov>

Jerrad,

Is the new RTFM 2.4.2 part of the RT 3.8.4 download?

Kenn
LBNL

On 8/18/2009 9:40 AM, Jerrad Pierce wrote:
> --with-foo= are for specifying the (non-standard) locales of RT dependencies.
>
> Extensions like RTx::Calendar or RT::Extension::CommandByMail are plugins.
> They are not bundled with the core and *must* be downloaded and installed
> separately. For the modern ones i.e; not DDMU or Timeline; that's
> trivial though:
>
>   cpan RTx::Foo
> OR
>   perl -MCPAN -e install RTx::foo
>
> Note that you still have to add them to @plugins in RT_SiteConfig.pm by hand.
>
>   


From jpierce at cambridgeenergyalliance.org  Tue Aug 18 14:11:30 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 14:11:30 -0400
Subject: [rt-users] Spreadsheet / Export columns
In-Reply-To: <AF752BCA9C593C40B67D85AB98090C700B3801@PEXCHVD.seatimes.com>
References: <AF752BCA9C593C40B67D85AB98090C700B3801@PEXCHVD.seatimes.com>
Message-ID: <be7163f0908181111j7e395bd7h76fd9fa41d736401@mail.gmail.com>

On Tue, Aug 18, 2009 at 14:06, Joel
Hartshorn<jhartshorn at seattletimes.com> wrote:
> I can't seem to find the template/settings that control the output columns
> for the spreadsheet for search???
It exports everything; not that hard to remove columns once downloaded.
Otherwise, see the wiki for a patch to limit the dump to what you have
displayed.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From ktm at rice.edu  Tue Aug 18 14:14:34 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 18 Aug 2009 13:14:34 -0500
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <4A8AEDF9.4010302@lbl.gov>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
	<4A8AD5E6.3070805@lbl.gov>
	<be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>
	<4A8AEDF9.4010302@lbl.gov>
Message-ID: <20090818181434.GT3776@it.is.rice.edu>

No. You download it separately.

Ken

On Tue, Aug 18, 2009 at 11:07:53AM -0700, Ken Crocker wrote:
> Jerrad,
> 
> Is the new RTFM 2.4.2 part of the RT 3.8.4 download?
> 
> Kenn
> LBNL
> 
> On 8/18/2009 9:40 AM, Jerrad Pierce wrote:
> > --with-foo= are for specifying the (non-standard) locales of RT dependencies.
> >
> > Extensions like RTx::Calendar or RT::Extension::CommandByMail are plugins.
> > They are not bundled with the core and *must* be downloaded and installed
> > separately. For the modern ones i.e; not DDMU or Timeline; that's
> > trivial though:
> >
> >   cpan RTx::Foo
> > OR
> >   perl -MCPAN -e install RTx::foo
> >
> > Note that you still have to add them to @plugins in RT_SiteConfig.pm by hand.
> >
> >   
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jhartshorn at seattletimes.com  Tue Aug 18 14:18:44 2009
From: jhartshorn at seattletimes.com (Joel Hartshorn)
Date: Tue, 18 Aug 2009 11:18:44 -0700
Subject: [rt-users] Spreadsheet / Export columns
In-Reply-To: <be7163f0908181111j7e395bd7h76fd9fa41d736401@mail.gmail.com>
References: <AF752BCA9C593C40B67D85AB98090C700B3801@PEXCHVD.seatimes.com>
	<be7163f0908181111j7e395bd7h76fd9fa41d736401@mail.gmail.com>
Message-ID: <AF752BCA9C593C40B67D85AB98090C700B3802@PEXCHVD.seatimes.com>

That is what I thought.  However, my install is limiting the columns shown.
I only see:

id	Queue	Subject	Status	TimeEstimated	TimeWorked	TimeLeft
Priority	FinalPriority	Owner	Requestors	Cc	AdminCc	Due
Told	Created	Resolved	LastUpdated


I need additional columns...

I am sure I can figure this out, just thought it may be a quick solution...

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Tuesday, August 18, 2009 11:12 AM
To: Joel Hartshorn
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Spreadsheet / Export columns

On Tue, Aug 18, 2009 at 14:06, Joel
Hartshorn<jhartshorn at seattletimes.com> wrote:
> I can't seem to find the template/settings that control the output 
> columns for the spreadsheet for search???
It exports everything; not that hard to remove columns once downloaded.
Otherwise, see the wiki for a patch to limit the dump to what you have
displayed.

--
Cambridge Energy Alliance: Save money. Save the planet.
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From jpierce at cambridgeenergyalliance.org  Tue Aug 18 14:21:08 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 14:21:08 -0400
Subject: [rt-users] Spreadsheet / Export columns
In-Reply-To: <AF752BCA9C593C40B67D85AB98090C700B3802@PEXCHVD.seatimes.com>
References: <AF752BCA9C593C40B67D85AB98090C700B3801@PEXCHVD.seatimes.com> 
	<be7163f0908181111j7e395bd7h76fd9fa41d736401@mail.gmail.com> 
	<AF752BCA9C593C40B67D85AB98090C700B3802@PEXCHVD.seatimes.com>
Message-ID: <be7163f0908181121w5779b545r291c5c49fc676b50@mail.gmail.com>

On Tue, Aug 18, 2009 at 14:18, Joel
Hartshorn<jhartshorn at seattletimes.com> wrote:
> That is what I thought. ?However, my install is limiting the columns shown.
> I only see:
>
> id ? ? ?Queue ? Subject Status ?TimeEstimated ? TimeWorked ? ? ?TimeLeft
> Priority ? ? ? ?FinalPriority ? Owner ? Requestors ? ? ?Cc ? ? ?AdminCc Due
> Told ? ?Created Resolved ? ? ? ?LastUpdated
Umm, that's all there is, other than any custom fields you might have added.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From nhurt at barracuda.com  Tue Aug 18 14:16:04 2009
From: nhurt at barracuda.com (Nathan Hurt)
Date: Tue, 18 Aug 2009 11:16:04 -0700
Subject: [rt-users] Spreadsheet / Export columns
In-Reply-To: <be7163f0908181111j7e395bd7h76fd9fa41d736401@mail.gmail.com>
References: <AF752BCA9C593C40B67D85AB98090C700B3801@PEXCHVD.seatimes.com>
	<be7163f0908181111j7e395bd7h76fd9fa41d736401@mail.gmail.com>
Message-ID: <46EAEF5ECD04FA49B3295EC7FFE30EB506603FC3@bn-scl-be01.Cudanet.local>

Is there a way to insert user's real names into the search spreadsheet?

Nathan Hurt

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jerrad Pierce
Sent: Tuesday, August 18, 2009 2:12 PM
To: Joel Hartshorn
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Spreadsheet / Export columns

On Tue, Aug 18, 2009 at 14:06, Joel
Hartshorn<jhartshorn at seattletimes.com> wrote:
> I can't seem to find the template/settings that control the output columns
> for the spreadsheet for search???
It exports everything; not that hard to remove columns once downloaded.
Otherwise, see the wiki for a patch to limit the dump to what you have
displayed.

-- 
Cambridge Energy Alliance: Save money. Save the planet.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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From jpierce at cambridgeenergyalliance.org  Tue Aug 18 14:31:11 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 14:31:11 -0400
Subject: [rt-users] Spreadsheet / Export columns
In-Reply-To: <46EAEF5ECD04FA49B3295EC7FFE30EB506603FC3@bn-scl-be01.Cudanet.local>
References: <AF752BCA9C593C40B67D85AB98090C700B3801@PEXCHVD.seatimes.com> 
	<be7163f0908181111j7e395bd7h76fd9fa41d736401@mail.gmail.com> 
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603FC3@bn-scl-be01.Cudanet.local>
Message-ID: <be7163f0908181131i6884ed26m3a35ccb6edfd5c97@mail.gmail.com>

On Tue, Aug 18, 2009 at 14:16, Nathan Hurt<nhurt at barracuda.com> wrote:
> Is there a way to insert user's real names into the search spreadsheet?
>
You have to make a local copy of Results.tsv and add something like:

push(@attrs, map {"Requestors->UserMembersObj->First->$_"}
     qw(RealName HomePhone WorkPhone Address1 Address2 Zip)) if
     $session{'CurrentUser'}->HasRight(Object => $RT::System, Right =>
'AdminUsers');

below my @attrs =

Note that you have to have the ACLs, and it seems to slow the
loading of the spreadhseet.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From Michael_Ellis at UManitoba.CA  Tue Aug 18 14:49:05 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Tue, 18 Aug 2009 13:49:05 -0500
Subject: [rt-users] Asset Tracker API
In-Reply-To: <003201ca1f43$1e555860$5b000920$@CA>
References: <003b01ca1b66$d2fc6190$78f524b0$@CA>	
	<000701ca1b8c$efd4ea00$cf7ebe00$@CA>	
	<519782dc0908121346l3f294c69o7e31ce8fd43dd765@mail.gmail.com>	
	<005301ca1c2c$98670eb0$c9352c10$@CA>	
	<519782dc0908141108v20b9791bm24378bbe9cad177c@mail.gmail.com>	
	<005401ca1d15$1d5922a0$580b67e0$@CA>	
	<519782dc0908141256n4222c80ah2e9b90a8fa1d25cf@mail.gmail.com>	
	<000c01ca1d1b$6b12d800$41388800$@CA>	
	<519782dc0908141315m7e5aa796o852ab6b09c33ff7f@mail.gmail.com>	
	<000f01ca1d1c$dab7d150$902773f0$@CA>
	<519782dc0908141416m735333c9rde7afe7a307a5dc7@mail.gmail.com>
	<001d01ca1d3d$8c6b1900$a5414b00$@CA>
	<C80A710F-FD21-4D41-B2F4-6A9DA7D672F8@umanitoba.ca>
	<003201ca1f43$1e555860$5b000920$@CA>
Message-ID: <012301ca2034$9346a830$b9d3f890$@CA>

I thought one day, someone might find this asset linking script useful. It takes quoted, comma-separated Names and URI?s and links the URI as a component of asset with Name.

It?s a butchered version of the asset import script mentioned earlier in the thread written by Jean-Sebastien Morisset.

Input file should look like:
"Name","URI"
"computer1","at://rt.someplace.com/asset/1234
"computer2","at://rt.someplace.com/asset/4321"

-Mike


#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);

use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;

our ($opt_h, $opt_d, $opt_c, $opt_f);
getopts('hcdf:');

RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
my %csv_map;
my $csv_col;
my $ln;
my $status;
my $msg;

if ($opt_h || !$opt_f) {
        print "syntax: $0 [-h] [-c] [-d] -f {csvfile}\n";
        print "\t-c: don?t use this it doesn?t do anything anymore\n";
        print "\t-d: don?t use this it doesn?t do anything anymore \n";
        exit 0;
}

open(CSV, "< $opt_f") or die "$!\n";

while (<CSV>) {
        chomp;
        $ln++;
        my $lv = $_;
        # fix empty fields without double-quotes
        while (s/",(,+")/",""$1/g) {};
        # csv fields should be padded with double quotes,
        # which allows the use of commas in field values.
        s/^"//; s/"$//;
        my @csv = split(/","/);
        # the first line should be a header ?Name?,?URI?
        if ($ln == 1) {
                if ($lv !~ /"Name"/ ||
                        $lv !~ /"URI"/) {
                        print "error: need the Name and URI headers\n";
                        exit 1;
                }
                # remember the column number for each field name.
                # this allows us to include only those columns we
                # want in the csv, and in whatever order we want.
                for (@csv) { $csv_map{$_} = $csv_col++; }
                next;
        }
        if (!$csv[$csv_map{"Name"}]) {
                print "error: cannot load blank asset Name in $lv\n";
                next;
        }
        print $csv[$csv_map{"Name"}].":\n";
        print $csv[$csv_map{"URI"}].":\n";
                # load the asset, and on failure, create the asset.
        if (my $id = $at->Load($csv[$csv_map{"Name"}])) {
                        $at->AddLink(Type=>'ComponentOf',Base=>$csv[$csv_map{"URI"}]);

        }


}

-----Original Message-----
From: Michael Ellis [mailto:Michael_Ellis at UManitoba.CA] 
Sent: August-17-09 9:01 AM
To: 'Michael Ellis'
Cc: 'Todd Chapman'; 'rt Users'; jsmoriss at mvlan.net; william_moore at UManitoba.CA
Subject: RE: [rt-users] Asset Tracker API

All of a sudden this morning it's working. I can't explain, but am happy.

-Mike

-----Original Message-----
From: Michael Ellis [mailto:michael_ellis at umanitoba.ca] 
Sent: August-14-09 10:11 PM
To: Michael Ellis
Cc: Todd Chapman; rt Users; jsmoriss at mvlan.net
Subject: Re: [rt-users] Asset Tracker API

I should add that in the history for the asset in the ui it shows the  
adding of the asset, but not in the links area.

Mike

Sent from my iPhone

On 2009-08-14, at 7:15 PM, "Michael Ellis"  
<Michael_Ellis at umanitoba.ca> wrote:

> Tried, no change. The new links are showing up in tables but not in  
> the UI.
>
> Is there any ACL for seeing links? Do links touch any other tables  
> somehow?
>
> -Mike
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-14-09 4:17 PM
> To: Michael Ellis
> Cc: rt Users; jsmoriss at mvlan.net
> Subject: Re: [rt-users] Asset Tracker API
>
> Might be a bug in AT. In your script change:
>
> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>
> to:
>
> $at->AddLink(Type=>'HasComponent',Base=> $URI);
>
> All links of the type should be stored as "ComponentOf".
>
> On Fri, Aug 14, 2009 at 4:21 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> | 17 | at://rt.lib.umanitoba.ca/asset/3889          | at:// 
>> rt.lib.umanitoba.ca/asset/4189            | HasComponent  
>> |           0 |         0 |             1 | 2009-08-14 18:30:45  
>> |       1 | 2009-08-14 18:30:45 |
>> | 18 | at://rt.lib.umanitoba.ca/asset/4189          | at:// 
>> rt.lib.umanitoba.ca/asset/3890            | ComponentOf   
>> |           0 |         0 |            12 | 2009-08-14 18:36:10  
>> |      12 | 2009-08-14 18:36:10 |
>>
>> 17 created by my script doesn't display in the UI, while 18 created  
>> by root in the UI does. The only difference seems to be the  
>> LastUpdatedBy and Creator fields.
>>
>> Thinking that it might be a privileges issue, I even tried setting  
>> the creator field manually after creating a link with the script:
>>
>> | 16 | at://rt.lib.umanitoba.ca/asset/3889          | at:// 
>> rt.lib.umanitoba.ca/asset/2904            | HasComponent  
>> |           0 |         0 |             1 | 2009-08-14 18:20:28  
>> |      12 | 2009-08-14 18:20:28 |
>>
>> Here, in 16, the Creator was changed to 12 using a set command,  
>> however it is still not visible in the UI.
>>
>> -Mike
>>
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: August-14-09 3:15 PM
>> To: Michael Ellis
>> Cc: rt Users; jsmoriss at mvlan.net
>> Subject: Re: [rt-users] Asset Tracker API
>>
>> What do the DB entries look like for asset that do show up in the UI?
>>
>> On Fri, Aug 14, 2009 at 4:11 PM, Michael
>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>> Yes, I should have mentioned that.
>>>
>>> -Mike
>>>
>>> -----Original Message-----
>>> From: Todd Chapman [mailto:todd at chaka.net]
>>> Sent: August-14-09 2:56 PM
>>> To: Michael Ellis
>>> Cc: rt Users; jsmoriss at mvlan.net
>>> Subject: Re: [rt-users] Asset Tracker API
>>>
>>> Not sure why. Do links created in the UI show up?
>>>
>>> On Fri, Aug 14, 2009 at 3:26 PM, Michael
>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>> Ah Cool, thanks. I *really* appreciate the help. My manager's  
>>>> confidence in AT is bolstered by the fact that the developer is  
>>>> still answering questions.
>>>>
>>>> I managed to make some headway before seeing your email, I've got  
>>>> a script that can add the links and they are showing up in  
>>>> rt3.Link in the DB. However, the links are not showing in the UI.
>>>>
>>>> Here is my test script:
>>>>
>>>> #!/usr/bin/perl
>>>> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
>>>> use RT;
>>>> use RTx::AssetTracker::Asset;
>>>> use Getopt::Std;
>>>> use strict;
>>>> RT::LoadConfig();
>>>> RT::Init();
>>>> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
>>>> my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
>>>> if (my $id = $at->Load("labdaf01")){
>>>> $at->AddLink(Type=>'HasComponent',Target=> $URI);
>>>> exit 0;}
>>>> else {die 'invalid asset';}
>>>>
>>>> rt3.Links has a corresponding:
>>>>
>>>> 17 | at://rt.lib.umanitoba.ca/asset/3889          | at:// 
>>>> rt.lib.umanitoba.ca/asset/4189            | HasComponent  
>>>> |           0 |         0 |             1 | 2009-08-14 18:30:45  
>>>> |       1 | 2009-08-14 18:30:45
>>>> Where 3389 is the URI for labdaf01
>>>>
>>>> But the UI doesn't show the link. I thought maybe I'm missing a  
>>>> privilege, but I'm SuperUser in the UI. What am I missing?
>>>>
>>>> -Mike
>>>>
>>>>
>>>> -----Original Message-----
>>>> From: Todd Chapman [mailto:todd at chaka.net]
>>>> Sent: August-14-09 1:09 PM
>>>> To: Michael Ellis
>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>
>>>> After callin $at->new you have to call $at->Load. Once the asset is
>>>> loaded you can call AddLink. Links are bi-directional so you don't
>>>> have to add the reverse link.
>>>>
>>>> On Thu, Aug 13, 2009 at 11:41 AM, Michael
>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>> Either I not understanding something or I think I might have  
>>>>> confused the issue by leaving some ambiguity in what I was  
>>>>> asking. I'm just dealing with one DB now. Here's the situation:
>>>>>
>>>>> -I have imported the assets themselves from our old helpdesk  
>>>>> software's DB into RTAT's DB.
>>>>> -I have a table of linked assets from the old system.
>>>>> -I want to use this table as input to create links in the new  
>>>>> RTAT. I can massage the input data as needed to have it in  
>>>>> "Name", "URI", or whatever.
>>>>>
>>>>>
>>>>> I'm a perl newbie so I want to make sure I understand this: $at- 
>>>>> >AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>>
>>>>> $at = RTx::AssetTracker::Asset->new(RT->SystemUser)
>>>>> AddLink is presumably a function in AssetTracker
>>>>> RefersTo is the type of link
>>>>> Target is the asset to create the ReferTo link to? And what kind  
>>>>> of info does it want here (Name, URI, ?)?
>>>>> $other_at = ??? (or did I make you think I was trying to link  
>>>>> between two different RTAT systems?)
>>>>> URI is the uri of the asset the link is created in/from?
>>>>>
>>>>> Does the reverse link get created automatically, or should I  
>>>>> repeat the statement, reversing Target and URI and flip the  
>>>>> linktype?
>>>>>
>>>>> Thanks,
>>>>>
>>>>> Mike
>>>>>
>>>>> -----Original Message-----
>>>>> From: Todd Chapman [mailto:todd at chaka.net]
>>>>> Sent: August-12-09 3:46 PM
>>>>> To: Michael Ellis
>>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>>
>>>>> My bad. If you want to link $at to $other_at:
>>>>>
>>>>> $at->AddLink(Type=>'RefersTo',Target=> $other_at->URI);
>>>>>
>>>>> Try it and see.
>>>>>
>>>>> On Wed, Aug 12, 2009 at 4:38 PM, Michael
>>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>>> Just to clarify, in...
>>>>>>
>>>>>>        $at->AddLink(Type=>'RefersTo',Target=> $at->URI);
>>>>>>
>>>>>> ... "Target" is the URI of the RefersTo link, while the URI at  
>>>>>> the end of the line becomes the corresponding ReferredToBy?
>>>>>>
>>>>>> -Mike
>>>>>>
>>>>>> -----Original Message-----
>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- 
>>>>>> bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>>>>>> Sent: August-12-09 12:04 PM
>>>>>> To: Michael Ellis
>>>>>> Cc: rt Users; jsmoriss at mvlan.net
>>>>>> Subject: Re: [rt-users] Asset Tracker API
>>>>>>
>>>>>> It should be similar to adding links to tickets.
>>>>>>
>>>>>> Ticket example: $TicketObj->AddLink(Type=>'RefersTo',Target=> 
>>>>>> $ticket->id);
>>>>>>
>>>>>> So asset would be: $at->AddLink(Type=>'RefersTo',Target=> $at- 
>>>>>> >URI);
>>>>>>
>>>>>> The default link types are:
>>>>>>
>>>>>>   RefersTo
>>>>>>   ReferredToBy
>>>>>>   RunsOn
>>>>>>   IsRunning
>>>>>>   DependsOn
>>>>>>   DependedOnBy
>>>>>>   ComponentOf
>>>>>>   HasComponent
>>>>>>   Components
>>>>>>
>>>>>> Unlike RT, AT's link types are configurable. See AT_Config.pm.
>>>>>>
>>>>>> On Wed, Aug 12, 2009 at 12:06 PM, Michael
>>>>>> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>>>>>>> (I?m sorry, I?m not sure if this is the right forum for  
>>>>>>> this, If it isn?t
>>>>>>> I?d love to know what is.)
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> I?ve set up AT 1.2.4b1 with RT 3.8.4 and used a script w 
>>>>>>> ritten by
>>>>>>> Jean-Sebastien Morisset to import my assets from our old DB. I  
>>>>>>> now want to
>>>>>>> recreated the links between assets.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> I?m wondering if anyone could point me in the right dire 
>>>>>>> ction for finding
>>>>>>> what the set links equivalent to the set fields code below:
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> my ($id, $t, $msg) = $at->Create (
>>>>>>>
>>>>>>>                                Name => $csv[$csv_map{"Name"}],
>>>>>>>
>>>>>>>                                Status => $csv[$csv_map 
>>>>>>> {"Status"}],
>>>>>>>
>>>>>>>                                Type => $csv[$csv_map{"Type"}],
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> What file in AT contains the handlers for these so that I can  
>>>>>>> just inspect
>>>>>>> it to see what else it can do?
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Thanks,
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Mike
>>>>>> _______________________________________________
>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>
>>>>>> Community help: http://wiki.bestpractical.com
>>>>>> Commercial support: 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 echatham at broadvox.com  Tue Aug 18 14:54:24 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Tue, 18 Aug 2009 14:54:24 -0400
Subject: [rt-users] Inbound E-mail to server
Message-ID: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>

Hello,

I am still currently having a problem with RT and replying to an e-mail generated by RT.  Whenever I try to reply to an e-mail (with the proper subject line flag) sent from RT.  It doesn't get updated on the website.  Please help.  We are using multiple queues but I only have one queue listed in /etc/aliases.  Is it possible to reply to e-mail with another queue other than "general?"

# RT Mail Queue Setup
rt:             "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://server.domain.local/"
rt-comment:     "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://server.domain.local/"

# trap decode to catch security attacks
decode:         root

# Person who should get root's mail
root:           serveralerts at domain.net<mailto:serveralerts at domain.net>

Thank you,
Eric



________________________________
CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.
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From kfcrocker at lbl.gov  Tue Aug 18 15:33:14 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 18 Aug 2009 12:33:14 -0700
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <20090818181434.GT3776@it.is.rice.edu>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
	<4A8AD5E6.3070805@lbl.gov>
	<be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>
	<4A8AEDF9.4010302@lbl.gov> <20090818181434.GT3776@it.is.rice.edu>
Message-ID: <4A8B01FA.6040906@lbl.gov>

Ken,

Jerrad says differently. I did notice that on the download page, there 
is a seperate link for the "latest" RTFM. That made me think the current 
downloadable version of 3.8.4 does NOT contain the latest RTFM (2.4.2). ???

Kenn
LBNL

On 8/18/2009 11:14 AM, Kenneth Marshall wrote:
> No. You download it separately.
>
> Ken
>
> On Tue, Aug 18, 2009 at 11:07:53AM -0700, Ken Crocker wrote:
>   
>> Jerrad,
>>
>> Is the new RTFM 2.4.2 part of the RT 3.8.4 download?
>>
>> Kenn
>> LBNL
>>
>> On 8/18/2009 9:40 AM, Jerrad Pierce wrote:
>>     
>>> --with-foo= are for specifying the (non-standard) locales of RT dependencies.
>>>
>>> Extensions like RTx::Calendar or RT::Extension::CommandByMail are plugins.
>>> They are not bundled with the core and *must* be downloaded and installed
>>> separately. For the modern ones i.e; not DDMU or Timeline; that's
>>> trivial though:
>>>
>>>   cpan RTx::Foo
>>> OR
>>>   perl -MCPAN -e install RTx::foo
>>>
>>> Note that you still have to add them to @plugins in RT_SiteConfig.pm by hand.
>>>
>>>   
>>>       
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
>
>   
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From jpierce at cambridgeenergyalliance.org  Tue Aug 18 15:35:29 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 15:35:29 -0400
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <4A8B01FA.6040906@lbl.gov>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com> 
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com> 
	<4A8AD5E6.3070805@lbl.gov>
	<be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com> 
	<4A8AEDF9.4010302@lbl.gov> <20090818181434.GT3776@it.is.rice.edu> 
	<4A8B01FA.6040906@lbl.gov>
Message-ID: <be7163f0908181235q3e1828eaq7952539c5913322c@mail.gmail.com>

> Jerrad says differently.
I most assuredly did not. I said RT is RT (off list, it being such a
simple Q/A),
implying that everything else is something else.

> I did notice that on the download page, there is a
> seperate link for the "latest" RTFM. That made me think the current
> downloadable version of 3.8.4 does NOT contain the latest RTFM (2.4.2). ???
Yes. RTIR and RTFM are add-ons.


From jpierce at cambridgeenergyalliance.org  Tue Aug 18 16:32:39 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 16:32:39 -0400
Subject: [rt-users] Sort results by ticket child count?
Message-ID: <be7163f0908181332m43b6378et678b0bbd0e3eb9d2@mail.gmail.com>

I'm using an updated version of

  http://wiki.bestpractical.com/view/DivideTicketIntoSubtasks

and consequently have an overwhelming number of tickets in
my TODO queue. I don't have much hope that this can be done
within the confines of TicketSQL, but just in cased I missed it,
is there some way of sorting tickets based on how many tickets
are linked to it?

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From brian.friday at gmail.com  Tue Aug 18 17:00:26 2009
From: brian.friday at gmail.com (Brian Friday)
Date: Tue, 18 Aug 2009 14:00:26 -0700
Subject: [rt-users] RT::Client::REST and replacing the contents of a custom
	field
Message-ID: <b60c91780908181400p16626850v5c53d8b288fbc5f1@mail.gmail.com>

Hi all,

I am trying to use the RT::Client::REST perl module to interact with a
custom field called "group" which allows for the selection of multiple
values.

I am having great success in adding a value (even the same value) to
the field but no success in subtracting or removing values from the
field.

Has anyone had any success in using this client to remove one or more
values from a field?

Thanks for your time,

Brian


Code shown below:

Snippet 1:

sub update_cfield {

    my $ticket;

    # Ticket to update
    my $id = shift;

    # CF field name to update
    my $field = shift;

    # Value to update field with
    my $value = shift;

    $ticket = RT::Client::REST::Ticket->new(
        rt => $rt,
        id => $id,
        cf => { $field => [$value], },
    )->store;

}    # End update ecs area subroutine


Snippet 2:

                $rt->edit( type => 'ticket', id => $id, set => {
$field => $field_value});

Two possible code types but both seem to add not replace the existing
selection of a custom field that can be


From kfcrocker at lbl.gov  Tue Aug 18 17:24:11 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 18 Aug 2009 14:24:11 -0700
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <be7163f0908181235q3e1828eaq7952539c5913322c@mail.gmail.com>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
	<4A8AD5E6.3070805@lbl.gov>
	<be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>
	<4A8AEDF9.4010302@lbl.gov> <20090818181434.GT3776@it.is.rice.edu>
	<4A8B01FA.6040906@lbl.gov>
	<be7163f0908181235q3e1828eaq7952539c5913322c@mail.gmail.com>
Message-ID: <4A8B1BFB.7030505@lbl.gov>

Jerrad,

Sorry. Really. I just misunderstood. I hadn't downloaded anything but 
RT. So I guess I have a couple more to do. Thanks for the correction.

Kenn
LBNL

On 8/18/2009 12:35 PM, Jerrad Pierce wrote:
>> Jerrad says differently.
>>     
> I most assuredly did not. I said RT is RT (off list, it being such a
> simple Q/A),
> implying that everything else is something else.
>
>   
>> I did notice that on the download page, there is a
>> seperate link for the "latest" RTFM. That made me think the current
>> downloadable version of 3.8.4 does NOT contain the latest RTFM (2.4.2). ???
>>     
> Yes. RTIR and RTFM are add-ons.
>
>   
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From mike.bravo at gmail.com  Tue Aug 18 17:30:42 2009
From: mike.bravo at gmail.com (Michael Bravo)
Date: Wed, 19 Aug 2009 01:30:42 +0400
Subject: [rt-users] e-mail requestors preauthentication?
Message-ID: <ada8ac030908181430u6f13275eh75f970b4e1ea7573@mail.gmail.com>

Hello,

I am considering an installation of RT, however, I am faced with a somewhat
non-standard (or not well publicly documented) use case. The support
systems/queues to be implemented are not intended to be used by just anyone,
but only by paid customers. And while authenticating customers who use web
interface is more or less an easy process (and well documented), I am
concerned with the e-mail interface. Ideally, I would like to only create
ticket if a special pre-issued code is included in the request e-mail; all
others should be politely replied-to but without ticket creation. The codes
are present in an easily queried SQL database.

I have browsed and searched through mailing list archives, but didn't manage
to turn up anything similar. In the documentation,
LookupSenderInExternalDatabase<http://wiki.bestpractical.com/view/LookupSenderInExternalDatabase>looks
promising but lacks any explanations; also, the
*RT-Extension-ExtractCustomFieldValues*<http://cpan.uwinnipeg.ca/dist/RT-Extension-ExtractCustomFieldValues>extension
looks like something which neatly fits into the idea. However,
being an RT beginner, I am a bit stumped as to how to fit it all together to
achieve the desired behaviour.

Perhaps I am not the first RT user who needed to implement non-public
support queue with an e-mail, or someone has implemented a similar system.
Any useful advice and/or pointers to information, examples and manuals would
be greatly appreciated.

Many thanks in advance,
-- 
Michael Bravo
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From mike.bravo at gmail.com  Tue Aug 18 17:54:25 2009
From: mike.bravo at gmail.com (Michael Bravo)
Date: Wed, 19 Aug 2009 01:54:25 +0400
Subject: [rt-users] e-mail requestors preauthentication?
In-Reply-To: <be7163f0908181443x3f0bfc6co40392c6ff273227e@mail.gmail.com>
References: <ada8ac030908181430u6f13275eh75f970b4e1ea7573@mail.gmail.com>
	<be7163f0908181443x3f0bfc6co40392c6ff273227e@mail.gmail.com>
Message-ID: <ada8ac030908181454p5f54cfa0o2b49445c4cc942e6@mail.gmail.com>

No, that would be a cop-out, but would kind of defeat the whole endeavour.
Perhaps I wasn't clear enough - I already have a large number of customers
entitled to e-mail support. And they do have the magic codes. Also, for the
considerable majority of my customerrs, e-mail is more accessible and
convenient than web. At least to start the support request. As such, the
workflow I outlined is more or less a necessity - accept e-mail, parse the
magic code, and either auth the user and create the ticket, or autoreply and
no ticket.

On Wed, Aug 19, 2009 at 1:43 AM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

>
> My guess would be:
>
> Do the initial auth and ticket creation via the web, so that you can
> impose whatever
> requirements you wish e.g; login to SelfService with something like
> mod_auth_mysql
> Add these customers as privileged users to a group with no special ACLs.
> Then
> prevent the creation of tickets by non-privileged users.
>
>
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From jpierce at cambridgeenergyalliance.org  Tue Aug 18 18:06:55 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 18:06:55 -0400
Subject: [rt-users] e-mail requestors preauthentication?
In-Reply-To: <ada8ac030908181454p5f54cfa0o2b49445c4cc942e6@mail.gmail.com>
References: <ada8ac030908181430u6f13275eh75f970b4e1ea7573@mail.gmail.com> 
	<be7163f0908181443x3f0bfc6co40392c6ff273227e@mail.gmail.com> 
	<ada8ac030908181454p5f54cfa0o2b49445c4cc942e6@mail.gmail.com>
Message-ID: <be7163f0908181506r187baf8bmb6b4fea64bc4e692@mail.gmail.com>

On Tue, Aug 18, 2009 at 17:54, Michael Bravo<mike.bravo at gmail.com> wrote:
> No, that would be a cop-out, but would kind of defeat the whole endeavour.
That's an interesting characterization of free advice that doesn't meet your
changing criteria.

> Perhaps I wasn't clear enough - I already have a large number of customers
> entitled to e-mail support. And they do have the magic codes. Also, for the
Yes, which they could use to authenticate.

> considerable majority of my customerrs, e-mail is more accessible and
> convenient than web. At least to start the support request. As such, the
> workflow I outlined is more or less a necessity - accept e-mail, parse the
> magic code, and either auth the user and create the ticket, or autoreply and
> no ticket.
Then, you're going to have to do a lot of monkeying around with an
RT::Interface::Email::Filter. I'd start with the existing SpamAssassin.pm
(Fail if sender + magic cookie are invalid). You don;t get a lot of control
over the failure message though.

But really, the "Email" thing is a red herring. All you really need to
do is have
all inbound tickets go into a (temporary queue), and use a scrip to
verify tickets
and move the legitimate ones to a real queue / reject the freeloaders.
This should
be very simple with ExtractCustomFieldValues. See recent thread on doing
something with a dummy CF field value.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From ruslan.zakirov at gmail.com  Tue Aug 18 18:16:29 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 19 Aug 2009 02:16:29 +0400
Subject: [rt-users] Sort results by ticket child count?
In-Reply-To: <be7163f0908181332m43b6378et678b0bbd0e3eb9d2@mail.gmail.com>
References: <be7163f0908181332m43b6378et678b0bbd0e3eb9d2@mail.gmail.com>
Message-ID: <589c94400908181516h7ff42524kfe04e6fd7b335c1d@mail.gmail.com>

Hello Jerrad,

I think it can be implemented in TicketSQL. However, there are no
patches I know about. This is rare feature request. You can always
contact customer development service at best practical solutions :)

On Wed, Aug 19, 2009 at 12:32 AM, Jerrad
Pierce<jpierce at cambridgeenergyalliance.org> wrote:
> I'm using an updated version of
>
> ?http://wiki.bestpractical.com/view/DivideTicketIntoSubtasks
>
> and consequently have an overwhelming number of tickets in
> my TODO queue. I don't have much hope that this can be done
> within the confines of TicketSQL, but just in cased I missed it,
> is there some way of sorting tickets based on how many tickets
> are linked to it?
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From pthirose at ucdavis.edu  Tue Aug 18 20:32:34 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Tue, 18 Aug 2009 17:32:34 -0700 (PDT)
Subject: [rt-users] No Ticket Specified?
Message-ID: <alpine.BSO.2.00.0908181723390.28613@eacs-pth.engr.ucdavis.edu>

RT 3.8.3, Apache 2.2.11, mod_perl 2.0.4, MySQL 5.1.34.  Usually using XP/Pro and Firefox 3.5.1, although happened in Firefox 3.0.x as well.

Just randomly throughout the day, I click on a link for a ticket and I get RT Error and No ticket specified.  I click back on my mouse, and then again on the same link, and then it works.

A couple Mac folks report hitting this every now and then using their version of FF 3.5.x.  Whether anecdotal, coincidental, All-Apple-Is-Perfect dogma, or true, they claim it never happens under Safari (not sure what versions.)

They don't logoff in between when problems occur.  There's no timeout (as best as I know).  No closing of browser or restarting of machine.  User/Group rights don't change.  It appears to be completely sporadic and random.

The one time we did happen to catch this (OSX/Firefox3.5.1), the RT Error had the URL .../Ticket/Display.html?id%3d527.  Clicking back and then the same link again produces the URL .../Ticket/Display.html?id=527 in the address bar at the top.

I forget if %3d is hex for the = sign or not.  But the upshot is, certainly "nothing changed" in the two seconds it takes to click ticket link-get error-click back-click ticket link again.

I've only got Logging to Syslog and have Set($LogToSyslog    , 'notice'); set so maybe I'm not seeing as much in my logs.  I'll be happy to make this more verbose/lower log level if anyone can tell me what to try to set it to, and what to look for in the logs when this No ticket specified error happens again.

Random searches through the list date back to RT 2.x but nothing specific I can really try and track down and/or debug.

Thank you,
PH

--
Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
1034 Academic Surge  : Programmer/Analyst   : Backup Motto : rm -fr /
One Shields Avenue   : Voice (530) 752-7181 : Robot, n.: Univ. Admin
Davis, CA 95616-8770 : Fax   (530) 752-4465 : rec.pets.cat.anecdotes


From jpierce at cambridgeenergyalliance.org  Tue Aug 18 21:00:46 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 21:00:46 -0400
Subject: [rt-users] No Ticket Specified?
In-Reply-To: <alpine.BSO.2.00.0908181723390.28613@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0908181723390.28613@eacs-pth.engr.ucdavis.edu>
Message-ID: <be7163f0908181800h2b3c6af0k5edd6dc025ffc7c3@mail.gmail.com>

I've encountered a similar problem when closing and restoring Firefox 3.12,
but the back button alone is enough to get to the right page, so I've never
worried about it..

And yes, = URL-encodes to %3D


From abruce at hope-st.ath.cx  Tue Aug 18 21:18:10 2009
From: abruce at hope-st.ath.cx (Andrew Bruce)
Date: Wed, 19 Aug 2009 13:18:10 +1200
Subject: [rt-users] Clicking 'Back' in IE goes to Webpage Expired message
Message-ID: <c9eb106d8fe5fb5ce9a664427c713933@hope-st.ath.cx>



I'm running RT-3.6.7 on a Gentoo box, and have just successfully upgraded
from 3.4.5. 

The issue we are having is with the Query Builder. When you
do a search using the query builder, it works fine and shows the results
page. From here you click on a ticket which takes you to the correct
ticket. 

The problem is, when you click the back button at this point in
IE, it takes you back to a 'Webpage has expired' message. Clicking refresh
on this page warns you about re-submitting form data, and if you click OK,
you get the list of results back again. 

The back function works as
expected when used under Firefox, on the same machine. 

I've done a bit of
searching and came across the MS KB article, and tried the fix presented
here for unticking the 'Don't cache encrypted pages' option, but found that
this option was already unchecked on my machine. 

Has anyone experience
this before, or know a fix for it. 

Regards, 

Andrew Bruce
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From abruce at hope-st.ath.cx  Tue Aug 18 21:12:50 2009
From: abruce at hope-st.ath.cx (Andrew Bruce)
Date: Wed, 19 Aug 2009 13:12:50 +1200
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
Message-ID: <02c9b8e1e7df7b1bc2b185c52b224dd6@hope-st.ath.cx>



I had this problem the other day also. 

Are you using sendmail on your
RT machine? 

If so, you need to allow smrsh to run the mailgate script.


All you need to do is symlink the mailgate script into the directory
where smrsh looks. I don't know for your system, but for Gentoo this
directory is '/usr/adm/sm.bin/'. 

I believe on other distro's it may be in
/etc/smrsh/? 

HTH, 

Andrew
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From jpierce at cambridgeenergyalliance.org  Tue Aug 18 22:14:13 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 Aug 2009 22:14:13 -0400
Subject: [rt-users] Clicking 'Back' in IE goes to Webpage Expired message
In-Reply-To: <c9eb106d8fe5fb5ce9a664427c713933@hope-st.ath.cx>
References: <c9eb106d8fe5fb5ce9a664427c713933@hope-st.ath.cx>
Message-ID: <be7163f0908181914j4048dc61vecbb89bda11ca976@mail.gmail.com>

This has nothing to do with the connection being encrypted,
it's a feature of IE. Indeed, under some circumstances Firefox
will give you a similar warning as a dialog. Work-arounds:

* Open the ticket to view in a new tab/window
* Use the easy to overlook navigation items that appear in the
  left menu under tickets when viewing a search result entry;
  specifically you want the 'Show Results' link.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From abruce at hope-st.ath.cx  Tue Aug 18 23:22:34 2009
From: abruce at hope-st.ath.cx (Andrew Bruce)
Date: Wed, 19 Aug 2009 15:22:34 +1200
Subject: [rt-users] Clicking 'Back' in IE goes to Webpage Expired message
In-Reply-To: <be7163f0908181914j4048dc61vecbb89bda11ca976@mail.gmail.com>
References: <c9eb106d8fe5fb5ce9a664427c713933@hope-st.ath.cx>
	<be7163f0908181914j4048dc61vecbb89bda11ca976@mail.gmail.com>
Message-ID: <88f907c1be4ebaaf76d14ba607a3a858@hope-st.ath.cx>

On Tue, 18 Aug 2009 22:14:13 -0400, Jerrad Pierce
<jpierce at cambridgeenergyalliance.org> wrote:
> This has nothing to do with the connection being encrypted,
> it's a feature of IE. Indeed, under some circumstances Firefox
> will give you a similar warning as a dialog. Work-arounds:
> 
> * Open the ticket to view in a new tab/window
> * Use the easy to overlook navigation items that appear in the
>   left menu under tickets when viewing a search result entry;
>   specifically you want the 'Show Results' link.

Why doesn't the results page you see after doing the initial query redirect
to the long URL you get when you click the show results link then?

Because once you click 'Show Results' you can then use the back button in
both browsers successfully to get back to the results, without the expired
page warning.

Is this something that has been fixed in v3.8.x?

Regards,

Andrew


From jpierce at cambridgeenergyalliance.org  Wed Aug 19 00:20:58 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 19 Aug 2009 00:20:58 -0400
Subject: [rt-users] Clicking 'Back' in IE goes to Webpage Expired message
In-Reply-To: <88f907c1be4ebaaf76d14ba607a3a858@hope-st.ath.cx>
References: <c9eb106d8fe5fb5ce9a664427c713933@hope-st.ath.cx> 
	<be7163f0908181914j4048dc61vecbb89bda11ca976@mail.gmail.com> 
	<88f907c1be4ebaaf76d14ba607a3a858@hope-st.ath.cx>
Message-ID: <be7163f0908182120s14836e3fi16b5d700dc40238c@mail.gmail.com>

> Why doesn't the results page you see after doing the initial query redirect
> to the long URL you get when you click the show results link then?

Because Search Builder does a POST, which is not cacheable, and causes
the browser to resubmit the query.
The link in the menu is created by pulling a copy of the
search from your session and appending to the query string.


From lists_mk at wujiman.net  Wed Aug 19 08:38:05 2009
From: lists_mk at wujiman.net (Martin Kraus)
Date: Wed, 19 Aug 2009 14:38:05 +0200
Subject: [rt-users] how to migrate data from sqlite to mysql
Message-ID: <20090819123803.GA24532@finrod>

Hi. I've installed rt3.6 on debian lenny, where sqlite is a default db
backend. Since then we've started using ticketing quite a lot and sqlite stopped
being fast enough.

I've been trying to migrate data from sqlite to mysql by dumping sql from
sqlite, changing it so that mysql can read it and importing it into mysql
database created by dbconfig on debian(which calls rt-setup-database). I
usually can read all the ticket data, but users are damaged and I can't create
tickets/modify tickets/give tickets to other users.

rt-dump-database doesn't dump all of the database data so it can't be used.

Is there some way to migrate that data from sqlite db to mysql? Is there such
a big difference in the table setup, that those two databases are
incompatible? 

thanks
martin


From elacour at easter-eggs.com  Wed Aug 19 09:24:07 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 19 Aug 2009 15:24:07 +0200
Subject: [rt-users] how to migrate data from sqlite to mysql
In-Reply-To: <20090819123803.GA24532@finrod>
References: <20090819123803.GA24532@finrod>
Message-ID: <20090819132406.GD3506@easter-eggs.com>

On Wed, Aug 19, 2009 at 02:38:05PM +0200, Martin Kraus wrote:
> Hi. I've installed rt3.6 on debian lenny, where sqlite is a default db
> backend. Since then we've started using ticketing quite a lot and sqlite stopped
> being fast enough.
> 

SQLite in RT is not intended to be used on production, it's more for
testing/developpments.

> I've been trying to migrate data from sqlite to mysql by dumping sql from
> sqlite, changing it so that mysql can read it and importing it into mysql
> database created by dbconfig on debian(which calls rt-setup-database). I
> usually can read all the ticket data, but users are damaged and I can't create
> tickets/modify tickets/give tickets to other users.
> 

Someone posted a script to convert to Pg on the wiki [1], I suggest you
to try it as is and use PostgreSQL or try to modify it for MySQL. Be
carefull, this is a contributed script that may lack some feature, you
should check in deep the result to see if everyhing was imported
correctly.

[1] http://wiki.bestpractical.com/view/SQLite2PG



From elacour at easter-eggs.com  Wed Aug 19 09:36:58 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 19 Aug 2009 15:36:58 +0200
Subject: [rt-users] RT Bounce emails
In-Reply-To: <D025D0AB92335E4B90B7ADA30FA3D59505F1732F@PCCPMEXV02.na.blkint.com>
References: <D025D0AB92335E4B90B7ADA30FA3D59505F1732F@PCCPMEXV02.na.blkint.com>
Message-ID: <20090819133657.GE3506@easter-eggs.com>

On Tue, Aug 18, 2009 at 01:46:28PM -0400, Venkateswaran, Subbaraman wrote:
> 
> Hello everyone,
> 
> We have been getting these "RT thinks this message may be a bounce"
> emails, whenever some emails are sent out with a header sample like
> below:
> 
> From:     pflxd at blackrock.com
> To:       rt at blackrock.com
> CC:       pflxd at blackrock.com
> Reply-To: rt at blackrock.com, pflxd at blackrock.com
> 
> Any help would be appreciated. Is it because the From address is also
> there in CC (pflxd at blackrock.com) ?
> 

That's because you put your queue email in "Reply-To" ...



From dominic.hargreaves at oucs.ox.ac.uk  Wed Aug 19 09:38:21 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Wed, 19 Aug 2009 14:38:21 +0100
Subject: [rt-users] how to migrate data from sqlite to mysql
In-Reply-To: <20090819123803.GA24532@finrod>
References: <20090819123803.GA24532@finrod>
Message-ID: <20090819133820.GC14953@gunboat-diplomat.oucs.ox.ac.uk>

On Wed, Aug 19, 2009 at 02:38:05PM +0200, Martin Kraus wrote:
> Hi. I've installed rt3.6 on debian lenny, where sqlite is a default db
> backend. Since then we've started using ticketing quite a lot and sqlite stopped
> being fast enough.
> 
> I've been trying to migrate data from sqlite to mysql by dumping sql from
> sqlite, changing it so that mysql can read it and importing it into mysql
> database created by dbconfig on debian(which calls rt-setup-database). I
> usually can read all the ticket data, but users are damaged and I can't create
> tickets/modify tickets/give tickets to other users.
> 
> rt-dump-database doesn't dump all of the database data so it can't be used.
> 
> Is there some way to migrate that data from sqlite db to mysql? Is there such
> a big difference in the table setup, that those two databases are
> incompatible? 

Hi,

I'm afraid I don't recall all of the details but we did document what
should be a migration at

http://pkg-request-tracker.alioth.debian.org/3.6-databases/

What exactly do you see as missing from the dump? Note the discussion
on the predefined system objects on that page and possible workaround.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From lists_mk at wujiman.net  Wed Aug 19 10:17:14 2009
From: lists_mk at wujiman.net (Martin Kraus)
Date: Wed, 19 Aug 2009 16:17:14 +0200
Subject: [rt-users] how to migrate data from sqlite to mysql
In-Reply-To: <20090819133820.GC14953@gunboat-diplomat.oucs.ox.ac.uk>
References: <20090819123803.GA24532@finrod>
	<20090819133820.GC14953@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20090819141714.GA22375@finrod>

On Wed, Aug 19, 2009 at 02:38:21PM +0100, Dominic Hargreaves wrote:
> On Wed, Aug 19, 2009 at 02:38:05PM +0200, Martin Kraus wrote:
> > Hi. I've installed rt3.6 on debian lenny, where sqlite is a default db
> > backend. Since then we've started using ticketing quite a lot and sqlite stopped
> > being fast enough.
> > 
> > I've been trying to migrate data from sqlite to mysql by dumping sql from
> > sqlite, changing it so that mysql can read it and importing it into mysql
> > database created by dbconfig on debian(which calls rt-setup-database). I
> > usually can read all the ticket data, but users are damaged and I can't create
> > tickets/modify tickets/give tickets to other users.
> > 
> > rt-dump-database doesn't dump all of the database data so it can't be used.
> > 
> > Is there some way to migrate that data from sqlite db to mysql? Is there such
> > a big difference in the table setup, that those two databases are
> > incompatible? 
> 
> Hi,
> 
> I'm afraid I don't recall all of the details but we did document what
> should be a migration at
> 
> http://pkg-request-tracker.alioth.debian.org/3.6-databases/
> 
> What exactly do you see as missing from the dump? Note the discussion
> on the predefined system objects on that page and possible workaround.

I've read that doc but running rt-dump-database produces

-rw-r--r-- 1 root root    17361 2009-08-19 16:14 r
-rw-r--r-- 1 root root   277401 2009-08-19 16:14 r0
-rw-r--r-- 1 root root 38651270 2009-08-19 02:11 rtdb-2009-08-19.sql

where the file 
"r" is rt-dump-database > r
"r0" is rt-dump-database 0 > r0
rtdb-2009-08-19.sql is an sql dump of the entire database, that has 40MB in
sqlite

the rt dumps contain things like users and custom fields but do not contain
actual tickets.

Maybe I've misunderstood how it works.

mk


From nimbius at SDF.LONESTAR.ORG  Wed Aug 19 10:27:53 2009
From: nimbius at SDF.LONESTAR.ORG (Nimbius)
Date: Wed, 19 Aug 2009 14:27:53 +0000 (UTC)
Subject: [rt-users] ldap external user creation fail
Message-ID: <Pine.NEB.4.64.0908191417460.14794@iceland.freeshell.org>

Hi all,
im using rt 3.8.4 and having problems with users being autocreated by the 
ldap plugin.  on first login they arent being added to the database, and 
on subsequent attempts to add them in the user manager i simply get "could 
not add user."  the ldap information for a user is NOT present in all 
user entries on the ldap server, so occasionally a field is returned empty 
(this shouldnt matter i presume)

the users information, what information can be populated from ldap, is 
fetched properly (hence my realname redactions) so i know it cant be
a problem with the ldap server...

  debug logging does not seem to add anything else 
useful to the troubleshooting effort.

here is a dump of the error i get:

[Wed Aug 19 14:12:30 2009] [error]: Could not create a new user - 
Comments--NickName--Address2--FreeformContactInfo--WebEncoding--RealName-[REDACTED]-City-Kolkata-EmailAddress--EmailEncoding--AuthSystem--State-WB-Password-*NO-PASSWORD*-Signature--MobilePhone--WorkPhone--Zip-700156-Organization-471060X-ExternalContactInfoId--PagerPhone--ContactInfoSystem--Manager-N-Lang--Gecos-niroy-HomePhone--Country-IND-Address1--Name-niroy-ExternalAuthId-niroy 
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:201)
[Wed Aug 19 14:13:00 2009] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , 
Address2: , AuthSystem: , City: Kolkata, Comments: , ContactInfoSystem: , 
Country: IND, Disabled: 0, EmailAddress: , EmailEncoding: , 
ExternalAuthId: niroy, ExternalContactInfoId: , FreeformContactInfo: , 
Gecos: niroy, HomePhone: , Lang: , Manager: N, MobilePhone: , Name: niroy, 
NickName: , Organization: 471060X, PagerPhone: , Privileged: , RealName: 
[REDACTED], Signature: , State: WB, WebEncoding: , WorkPhone: , Zip: 
700156 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)


nimbius at sdf.lonestar.org
SDF Public Access UNIX System - http://sdf.lonestar.org


From echatham at broadvox.com  Wed Aug 19 10:57:07 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Wed, 19 Aug 2009 10:57:07 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <e38a43440a6dcf2aa6f602ea63b478b3@hope-st.ath.cx>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<e38a43440a6dcf2aa6f602ea63b478b3@hope-st.ath.cx>
Message-ID: <4ABA3E162F60624A949503A7F960245EB176E03D46@CLEHBEXMS01.broadvox.local>

On Tuesday, August 18, 2009 21:12, Andrew Bruce wrote,

> I had this problem the other day also.
>
> Are you using sendmail on your RT machine?

I'm using Sendmail.

> If so, you need to allow smrsh to run the mailgate script.
>
> All you need to do is symlink the mailgate script into the directory where smrsh looks.  I don't know for your system, but > for Gentoo this directory is '/usr/adm/sm.bin/'.
>
> I believe on other distro's it may be in /etc/smrsh/?

I already have a symlink in /etc/smrsh to mailgate.  I'm using CentOS 5.1 x64 edition

[root@ ~ bin]# ls -la /etc/smrsh/
total 24
drwxr-xr-x   2 root root  4096 Aug 17 13:19 .
drwxr-xr-x 101 root root 12288 Aug 18 14:35 ..
lrwxrwxrwx   1 root root    24 Aug 17 13:19 rt-mailgate -> /opt/rt3/bin/rt-mailgate

Please, anyone, what else could be happening?  I tried testing this again by replying to an e-mail generated by RT with the "flag" ( ie, [general #8]) in the subject line.  Nothing gets parsed into ticket 8.

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.

From jpierce at cambridgeenergyalliance.org  Wed Aug 19 11:07:02 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 19 Aug 2009 11:07:02 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
Message-ID: <be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>

> Is it possible to reply to e-mail with another queue other than ?general??
Under normal setups the reply address has nothing to do with where a
response ends up. As long as the subject contains the RT tag + ticket
number, it will be filed appropriately i.e; by ticket. The only thing that
-queue really affects is where to create new tickets. Thus, having multiple
aliases allows you to create tickets by email in various queues, and to
avoid confusion amongst users who might note that all correspondence
is occurring with rt at example.net; if you tell RT to use the corresponding
address for that queue.

As for the lack of message handling, have you checked you maillog,
RT's log, or Apache? (Proceeding along the pipeline once you determine
everything is fine with the previous one). Are you running with
SELinux enabled? What happens if you feed a message to rt-mailgate
from the command line?

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From kfcrocker at lbl.gov  Wed Aug 19 11:55:26 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 19 Aug 2009 08:55:26 -0700
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <be7163f0908181235q3e1828eaq7952539c5913322c@mail.gmail.com>
References: <4A85C0CD.4060509@lbl.gov>
	<20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
	<4A8AD5E6.3070805@lbl.gov>
	<be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>
	<4A8AEDF9.4010302@lbl.gov> <20090818181434.GT3776@it.is.rice.edu>
	<4A8B01FA.6040906@lbl.gov>
	<be7163f0908181235q3e1828eaq7952539c5913322c@mail.gmail.com>
Message-ID: <4A8C206E.4040709@lbl.gov>

Jerrad, Ken,

So, do I have to install these modules in a certain order? RT, RTFM, 
RTIR, etc? thanks.

Kenn
LBNL

On 8/18/2009 12:35 PM, Jerrad Pierce wrote:
>> Jerrad says differently.
>>     
> I most assuredly did not. I said RT is RT (off list, it being such a
> simple Q/A),
> implying that everything else is something else.
>
>   
>> I did notice that on the download page, there is a
>> seperate link for the "latest" RTFM. That made me think the current
>> downloadable version of 3.8.4 does NOT contain the latest RTFM (2.4.2). ???
>>     
> Yes. RTIR and RTFM are add-ons.
>
>   
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090819/c62e6746/attachment.htm>

From ktm at rice.edu  Wed Aug 19 12:28:35 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 19 Aug 2009 11:28:35 -0500
Subject: [rt-users] Installing RT - second posting of these questions
In-Reply-To: <4A8C206E.4040709@lbl.gov>
References: <20090814221253.GC18067@mar-adentro.cable.rcn.com>
	<4A89CCD0.7060404@lbl.gov>
	<1250554247.32179.1330314841@webmail.messagingengine.com>
	<4A8AD5E6.3070805@lbl.gov>
	<be7163f0908180940ia9c85dfs4cdc49ded4ac79b7@mail.gmail.com>
	<4A8AEDF9.4010302@lbl.gov> <20090818181434.GT3776@it.is.rice.edu>
	<4A8B01FA.6040906@lbl.gov>
	<be7163f0908181235q3e1828eaq7952539c5913322c@mail.gmail.com>
	<4A8C206E.4040709@lbl.gov>
Message-ID: <20090819162835.GA3776@it.is.rice.edu>

On Wed, Aug 19, 2009 at 08:55:26AM -0700, Ken Crocker wrote:
> Jerrad, Ken,
>
> So, do I have to install these modules in a certain order? RT, RTFM, RTIR, 
> etc? thanks.
>
> Kenn
> LBNL
>
RT should be installed first, then add the rest.

Ken

> On 8/18/2009 12:35 PM, Jerrad Pierce wrote:
>>> Jerrad says differently.
>>>     
>> I most assuredly did not. I said RT is RT (off list, it being such a
>> simple Q/A),
>> implying that everything else is something else.
>>
>>   
>>> I did notice that on the download page, there is a
>>> seperate link for the "latest" RTFM. That made me think the current
>>> downloadable version of 3.8.4 does NOT contain the latest RTFM (2.4.2). 
>>> ???
>>>     
>> Yes. RTIR and RTFM are add-ons.
>>
>>   


From echatham at broadvox.com  Wed Aug 19 12:37:26 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Wed, 19 Aug 2009 12:37:26 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB176E03D48@CLEHBEXMS01.broadvox.local>

On Wednesday, August 19, 2009 11:07, Jerrad Pierce wrote,

>> Is it possible to reply to e-mail with another queue other than "general?"
> Under normal setups the reply address has nothing to do with where a
> response ends up. As long as the subject contains the RT tag + ticket
> number, it will be filed appropriately i.e; by ticket. The only thing that
> -queue really affects is where to create new tickets. Thus, having multiple
> aliases allows you to create tickets by email in various queues, and to
> avoid confusion amongst users who might note that all correspondence
> is occurring with rt at example.net; if you tell RT to use the corresponding
> address for that queue.

Cool.

> As for the lack of message handling, have you checked you maillog,
> RT's log, or Apache? (Proceeding along the pipeline once you determine
> everything is fine with the previous one). Are you running with
> SELinux enabled? What happens if you feed a message to rt-mailgate
> from the command line?

SELinux is disabled on our system.  I checked the maillog, access_log, error_log and RT log.  I didn't see anything out of the ordinary.

In our organization, not only do we use a Linux environment, but we use a Windows Local Domain.  I went in and created an Active Directory user called RT Admin.  I then created a contact called RT Admin, giving it the e-mail address root at rtserver.local.  For the RT Admin user account, I used the RT Admin contact to forward e-mail.  I don't know if that does anything.

I tried sending another e-mail from an account outside our Organization, having [QUEUE #TKT NUM] in the subject.  I sent it to RT Admin user account.  It still fails to parse into a corresponding ticket, but root *does* get the e-mail still, according to the emaillog!  We also have root's e-mail going to an AD distribution list.

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From echatham at broadvox.com  Wed Aug 19 13:39:35 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Wed, 19 Aug 2009 13:39:35 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>

On Wednesday, August 19, 2009 11:07, Jerrad Pierce wrote

> <SNIP> What happens if you feed a message to rt-mailgate
> from the command line?

[root at clehbrtrckr01 cron.daily]# printf "Testing..." | mail -s "[MIS #8] Another test" root

Root gets the e-mail but nothing gets parsed into ticket 8.

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From spark at cclsd.org  Wed Aug 19 14:45:45 2009
From: spark at cclsd.org (spark)
Date: Wed, 19 Aug 2009 11:45:45 -0700
Subject: [rt-users] ticket info displayed in header
Message-ID: <4A8C4859.4020409@cclsd.org>

Hello all,
New RT user here. Everything is up and running great, and we're testing 
the system for a possible enterprise deployment.

One user has a request regarding the insertion of the queue name in the 
header of the ticket when viewing the ticket in the web interface (using 
the web2 theme). As it stands, RT displays the ID# and Subject of the 
ticket. Is it possible to display as follows?

Queue Name + ID # + Subject

Thank you in advance for any advice you can offer.

RT3.8.4 on CentOS 5.3, Apache 2.2.3 mod/perl

- Sean


From jpierce at cambridgeenergyalliance.org  Wed Aug 19 15:12:37 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 19 Aug 2009 15:12:37 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
Message-ID: <be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com>

>> <SNIP> What happens if you feed a message to rt-mailgate
>> from the command line?
>
> [root at clehbrtrckr01 cron.daily]# printf "Testing..." | mail -s "[MIS #8] Another test" root
>
> Root gets the e-mail but nothing gets parsed into ticket 8.

That's not feeding a message to rt-mailgate. What I proposed would be
something like (assuming an MH mail system):

% show cur |/opt/rt3/bin/rt-mailgate --queue general --action
correspond --url http://example.net/

Where "show cur" is essentially "cat fileContainingASingleMessage"
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From elacour at easter-eggs.com  Wed Aug 19 15:42:57 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 19 Aug 2009 21:42:57 +0200
Subject: [rt-users] ticket info displayed in header
In-Reply-To: <4A8C4859.4020409@cclsd.org>
References: <4A8C4859.4020409@cclsd.org>
Message-ID: <20090819194256.GB14768@easter-eggs.com>

On Wed, Aug 19, 2009 at 11:45:45AM -0700, spark wrote:
> Hello all,
> New RT user here. Everything is up and running great, and we're testing 
> the system for a possible enterprise deployment.
> 
> One user has a request regarding the insertion of the queue name in the 
> header of the ticket when viewing the ticket in the web interface (using 
> the web2 theme). As it stands, RT displays the ID# and Subject of the 
> ticket. Is it possible to display as follows?
> 
> Queue Name + ID # + Subject
> 
> Thank you in advance for any advice you can offer.
> 

you can do that:

copy share/html/Ticket/Display.html to local/html/Ticket/Display.html

change Title value at beginning:

<& /Elements/Header, 
    Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject),
    LinkRel => \%link_rel &>
[...]

(use $Queue->Name)


clear mason cache and restart apache

but I don't think it's a good idea to add queue name because subject
will be truncated to fit in the max length of header...




From ktm at rice.edu  Wed Aug 19 16:07:39 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 19 Aug 2009 15:07:39 -0500
Subject: [rt-users] ticket info displayed in header
In-Reply-To: <20090819194256.GB14768@easter-eggs.com>
References: <4A8C4859.4020409@cclsd.org>
	<20090819194256.GB14768@easter-eggs.com>
Message-ID: <20090819200739.GD3776@it.is.rice.edu>

On Wed, Aug 19, 2009 at 09:42:57PM +0200, Emmanuel Lacour wrote:
> On Wed, Aug 19, 2009 at 11:45:45AM -0700, spark wrote:
> > Hello all,
> > New RT user here. Everything is up and running great, and we're testing 
> > the system for a possible enterprise deployment.
> > 
> > One user has a request regarding the insertion of the queue name in the 
> > header of the ticket when viewing the ticket in the web interface (using 
> > the web2 theme). As it stands, RT displays the ID# and Subject of the 
> > ticket. Is it possible to display as follows?
> > 
> > Queue Name + ID # + Subject
> > 
> > Thank you in advance for any advice you can offer.
> > 
> 
> you can do that:
> 
> copy share/html/Ticket/Display.html to local/html/Ticket/Display.html
> 
> change Title value at beginning:
> 
> <& /Elements/Header, 
>     Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject),
>     LinkRel => \%link_rel &>
> [...]
> 
> (use $Queue->Name)
> 
> 
> clear mason cache and restart apache
> 
> but I don't think it's a good idea to add queue name because subject
> will be truncated to fit in the max length of header...
> 

I will add a second to the do not use queue name camp. It also gets
very ugly if a ticket changes queues. Maybe your setup is so simple
that you only have a single queue now and forever, but if so, is
it really going to stay that way. Also, if you rename a queue all
of the subjects have the old name embedded.

My two cents,
Ken


From echatham at broadvox.com  Wed Aug 19 16:13:46 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Wed, 19 Aug 2009 16:13:46 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
	<be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE75F@CLEHBEXMS01.broadvox.local>

On Wednesday, August 19, 2009 15:13, Jerrad Pierce wrote,


>>> <SNIP> What happens if you feed a message to rt-mailgate
>>> from the command line?
>>
>> [root at clehbrtrckr01 cron.daily]# printf "Testing..." | mail -s "[MIS #8]
>> Another test" root
>>
>> Root gets the e-mail but nothing gets parsed into ticket 8.
>
>T hat's not feeding a message to rt-mailgate. What I proposed would be
> something like (assuming an MH mail system):
>
> % show cur |/opt/rt3/bin/rt-mailgate --queue general --action
> correspond --url http://example.net/
>
> Where "show cur" is essentially "cat fileContainingASingleMessage"

I get 404 not found.  The correct link is listed too.

[root@ ~ lib]# printf "Testing..." |/opt/rt3/bin/rt-mailgate --queue MIS --action correspond --url http://clehbrtrckr01.broadvox.local/
An Error Occurred
=================

404 Not Found
[root@ ~ lib]#

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From rmp.dmd1229 at gmail.com  Wed Aug 19 16:46:37 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Wed, 19 Aug 2009 16:46:37 -0400
Subject: [rt-users] Follow-up question on Merge Ticket with existing
	ticket with the same subject
In-Reply-To: <61d255bb0908171249n6be0beabhe6aaafe23d4f0dc2@mail.gmail.com>
References: <61d255bb0908171249n6be0beabhe6aaafe23d4f0dc2@mail.gmail.com>
Message-ID: <61d255bb0908191346o5a064d47h524f74c531b8b82c@mail.gmail.com>

Hi All,

I adjusted my scrip to below in order for to have auto merging of tickets:

The scrip
- merge ticket with the same subject
 - merge the same nagios PROBLEM alert
- merge nagios RECOVERY alert to corresponding PROBLEM alert
- merge ticket with new ticket RE: and FW: on the subject with similar
subject.

However some email clients append Re instead of RE and Fw: instead of FW:.
Im figuring it out, but nothing came up yet.

Any help to adjust the script to accept that condition?


Thanks!






# If the subject of the ticket matches a pattern suggesting
# that this is a Nagios RECOVERY message  AND there is
# an existing ticket (open or new) in the "IT" queue with a matching
# "problem description", (that is not this ticket)
# merge this ticket into that ticket
#
# Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html
my $problem_desc = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
if (($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) || ($subject =~ /\*\*
PROBLEM (\w+) - (.*) CRITICAL \*\*/)) {
    # This looks like a nagios recovery message
    $problem_desc = $2;
        # Ok, now let's merge this ticket with it's PROBLEM msg.
        my $search = RT::Tickets->new($RT::SystemUser);
        $search->LimitQueue(VALUE => 'IT');
 $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
 $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
   if ($search->Count == 0) { return 1; }
   my $id = undef;
   while (my $ticket = $search->Next) {
        # Ignore the ticket that opened this transation (the recovery
one...)
        next if $self->TicketObj->Id == $ticket->Id;
        # Look for nagios PROBLEM warning messages...
        if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
             if ($2 eq $problem_desc){
                # Aha! Found the Problem TICKET corresponding to this
RECOVERY
                # ticket
                $id = $ticket->Id;
                # Nagios may send more then one PROBLEM message, right?
                #$RT::Logger->debug("Merging ticket " . $self->TicketObj->Id
. " into $id because of OA number match.");
                $self->TicketObj->MergeInto($id);

                # Keep looking for more PROBLEM tickets...
            }
        }
        }
   $id || return 1;

   # Auto-close/resolve this whole thing
   #$self->TicketObj->SetStatus( "resolved" );
   1;
} else {
  my $notnagios_desc = undef;
  my $Transaction = $self->TransactionObj;
  my $subject = $Transaction->Attachments->First->GetHeader('Subject');
  $notnagios_desc = $subject;

  # look for same subject on existing tickets
  my $search = RT::Tickets->new($RT::SystemUser);
  $search->LimitQueue(VALUE => 'IT');
  $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
  $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
  if ($search->Count == 0) { return 1; }
  my $id = undef;
  my $same_desc = undef;
  my $same_desc_re = undef;
  my $same_desc_fw = undef;
  while (my $ticket = $search->Next) {
   # Ignore this ticket that opened this transaction
     next if $self->TicketObj->Id == $ticket->Id;
     $same_desc=$ticket->Subject;
     $same_desc_re="RE: ". $same_desc;
     $same_desc_fw="FW: ". $same_desc;
       if (($notnagios_desc eq $same_desc) || ($notnagios_desc eq
$same_desc_re) || ($notnagios_desc eq $same_desc_fw)) {
          # Found the same subject
          $id = $ticket->Id;
          $self->TicketObj->MergeInto($id);
        }
   }
  $id || return 1;
  1;
}

===

On Mon, Aug 17, 2009 at 3:49 PM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:

> Thanks for the help.  I was able to make the scrip below work.
>
> The scrip was able to merge new ticket with Subject: "Test Ticket Subject"
> to an existing ticket with the same subject.
>
> Just few more questions:
> - what to add on the scrip to ignore preceeding characters such as RE: and
> FWD:? A new ticket with subject: "RE:  Test Ticket Subject" to an existing
> ticket with the same subject
> - the scrip does not merge new ticket with subject: "** PROBLEM alert -
> Saturn backup server/DNS is CRITICAL **" to an existing ticket with the same
> subject. Is there a syntax that I need to add for this?
>
> All help will be greatly appreciated.
>
>
> Thanks!
> =====
> my $problem_desc = undef;
> my $Transaction = $self->TransactionObj;
> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
> $problem_desc = $subject;
> $RT::Logger->debug("This is the subject to match: $problem_desc");
> # look for subject on existing tickets
> my $search = RT::Tickets->new($RT::SystemUser);
> $search->LimitQueue(VALUE => 'IT');
> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
> 'or');
> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
> if ($search->Count == 0) { return 1; }
> my $id = undef;
> my $same_desc = undef;
> while (my $ticket = $search->Next) {
>     # Ignore this ticket that opened this transaction
>     next if $self->TicketObj->Id == $ticket->Id;
>     $same_desc=$ticket->Subject;
>    #if ($same_desc eq $problem_desc){
>    if ($problem_desc eq $same_desc){
>        # Found the same subject
>        $RT::Logger->debug("SAME $same_desc and $problem_desc");
>        $id = $ticket->Id;
>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into
> $id because of OA number match.");
>        $self->TicketObj->MergeInto($id);
>     }
> }
> $id || return 1;
> 1;
>
>
>
>
>
>
>
>
>
>
>
>
>
> On Fri, Aug 14, 2009 at 9:41 AM, R?mi <mirebob at gmail.com> wrote:
>
>> hi
>> try using $TicketObj->SetSubject() function,
>>
>> $TicketObj->Subject is just an accessor method
>>
>> R?mi
>>
>>
>> 2009/8/13 rmp dmd <rmp.dmd1229 at gmail.com>
>>
>>>   Hi,
>>>
>>> I'm using the scrip below to merge newly created ticket with existing
>>> ticket with the same subject. However, im getting
>>>
>>> Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
>>> 1311) line 21.
>>>
>>> code for line 21 is :
>>> $ticket->Subject = $same_desc;
>>>
>>> Im not exactly sure what the error means. Please help in making the scrip
>>> work.
>>>
>>>
>>> Thanks!
>>>
>>>
>>>
>>> ====
>>>
>>> my $problem_desc = undef;
>>> my $Transaction = $self->TransactionObj;
>>> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
>>> $problem_desc = $subject;
>>> $RT::Logger->debug("This is the subject to match: $problem_desc");
>>> # look for subject on existing tickets
>>> my $search = RT::Tickets->new($RT::SystemUser);
>>> $search->LimitQueue(VALUE => 'IT');
>>> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
>>> 'or');
>>> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
>>> if ($search->Count == 0) { return 1; }
>>> my $id = undef;
>>> my $same_desc = undef;
>>> while (my $ticket = $search->Next) {
>>>     # Ignore this ticket that opened this transaction
>>>     next if $self->TicketObj->Id == $ticket->Id;
>>>     $ticket->Subject = $same_desc;
>>>     if ($same_desc eq $problem_desc){
>>>        # Found the same subject
>>>        $RT::Logger->debug("SAME $same_desc and $problem_desc");
>>>        $id = $ticket->Id;
>>>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . "
>>> into $id because of OA number match.");
>>>        $self->TicketObj->MergeInto($id);
>>>     }
>>> }
>>> $id || return 1;
>>> 1;
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>
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From jpierce at cambridgeenergyalliance.org  Wed Aug 19 17:04:41 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 19 Aug 2009 17:04:41 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE75F@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
	<be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB18A6BE75F@CLEHBEXMS01.broadvox.local>
Message-ID: <be7163f0908191404l30eaeba4pc1460d49cae49752@mail.gmail.com>

> [root@ ~ lib]# printf "Testing..." |/opt/rt3/bin/rt-mailgate --queue MIS --action correspond --url http://clehbrtrckr01.broadvox.local/
> An Error Occurred
> =================
>
> 404 Not Found
> [root@ ~ lib]#
Well there's your problem. The RT command used to pass mail to the
database (via HTTP) cannot locate the RT service. Your RT installation
is incomplete, check the Apache error log for the corresponding 404
and
additional details.

Although echoing test to rt-mailgate isn't quite right either, the command
expects to receive a complete email message on STDIN.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From spark at cclsd.org  Wed Aug 19 17:08:33 2009
From: spark at cclsd.org (spark)
Date: Wed, 19 Aug 2009 14:08:33 -0700
Subject: [rt-users] ticket info displayed in header
In-Reply-To: <20090819200739.GD3776@it.is.rice.edu>
References: <4A8C4859.4020409@cclsd.org>	<20090819194256.GB14768@easter-eggs.com>
	<20090819200739.GD3776@it.is.rice.edu>
Message-ID: <4A8C69D1.6030600@cclsd.org>

Thank you, Ken and Emmanuel. It's nice to have the insight on how 
something like this might be done. Your argument against the idea makes 
sense to me and I'll forgo making this change, we have a dozen queues 
and I would hate to see the mess this might create some time down the 
line. I really appreciate the help!

- Sean

Kenneth Marshall wrote:
> On Wed, Aug 19, 2009 at 09:42:57PM +0200, Emmanuel Lacour wrote:
>> On Wed, Aug 19, 2009 at 11:45:45AM -0700, spark wrote:
>>> Hello all,
>>> New RT user here. Everything is up and running great, and we're testing 
>>> the system for a possible enterprise deployment.
>>>
>>> One user has a request regarding the insertion of the queue name in the 
>>> header of the ticket when viewing the ticket in the web interface (using 
>>> the web2 theme). As it stands, RT displays the ID# and Subject of the 
>>> ticket. Is it possible to display as follows?
>>>
>>> Queue Name + ID # + Subject
>>>
>>> Thank you in advance for any advice you can offer.
>>>
>> you can do that:
>>
>> copy share/html/Ticket/Display.html to local/html/Ticket/Display.html
>>
>> change Title value at beginning:
>>
>> <& /Elements/Header, 
>>     Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject),
>>     LinkRel => \%link_rel &>
>> [...]
>>
>> (use $Queue->Name)
>>
>>
>> clear mason cache and restart apache
>>
>> but I don't think it's a good idea to add queue name because subject
>> will be truncated to fit in the max length of header...
>>
> 
> I will add a second to the do not use queue name camp. It also gets
> very ugly if a ticket changes queues. Maybe your setup is so simple
> that you only have a single queue now and forever, but if so, is
> it really going to stay that way. Also, if you rename a queue all
> of the subjects have the old name embedded.
> 
> My two cents,
> Ken
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jpierce at cambridgeenergyalliance.org  Wed Aug 19 17:12:34 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 19 Aug 2009 17:12:34 -0400
Subject: [rt-users] ticket info displayed in header
In-Reply-To: <20090819200739.GD3776@it.is.rice.edu>
References: <4A8C4859.4020409@cclsd.org>
	<20090819194256.GB14768@easter-eggs.com> 
	<20090819200739.GD3776@it.is.rice.edu>
Message-ID: <be7163f0908191412l1b6ab900t4a0f428a4b3c0be8@mail.gmail.com>

> I will add a second to the do not use queue name camp. It also gets
> very ugly if a ticket changes queues. Maybe your setup is so simple
> that you only have a single queue now and forever, but if so, is
> it really going to stay that way. Also, if you rename a queue all
> of the subjects have the old name embedded.

We have a dozen queues and have never had any problem--related
to moving things around--with the use of [Site Queue #] as the tag.
As previously noted, RT generally routes tickets by ID, not queue,
so there's no real risk from response to an old message with prior
queue here; queue-specific tags are another matter entirely.

As an alternative though, you could change your templates to include
the queue in an extended header e.g; X-RT-Queue:
While it doesn't stand as much for staff reading email notices, it still
allows you to filter.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From spark at cclsd.org  Wed Aug 19 17:16:58 2009
From: spark at cclsd.org (spark)
Date: Wed, 19 Aug 2009 14:16:58 -0700
Subject: [rt-users] ticket info displayed in header
In-Reply-To: <be7163f0908191412l1b6ab900t4a0f428a4b3c0be8@mail.gmail.com>
References: <4A8C4859.4020409@cclsd.org>	<20090819194256.GB14768@easter-eggs.com>
	<20090819200739.GD3776@it.is.rice.edu>
	<be7163f0908191412l1b6ab900t4a0f428a4b3c0be8@mail.gmail.com>
Message-ID: <4A8C6BCA.6080006@cclsd.org>

Thanks, Jerrad! Perhaps I will give it a run on this test server and see 
what happens in our queue arrangement.

Jerrad Pierce wrote:
>> I will add a second to the do not use queue name camp. It also gets
>> very ugly if a ticket changes queues. Maybe your setup is so simple
>> that you only have a single queue now and forever, but if so, is
>> it really going to stay that way. Also, if you rename a queue all
>> of the subjects have the old name embedded.
> 
> We have a dozen queues and have never had any problem--related
> to moving things around--with the use of [Site Queue #] as the tag.
> As previously noted, RT generally routes tickets by ID, not queue,
> so there's no real risk from response to an old message with prior
> queue here; queue-specific tags are another matter entirely.
> 
> As an alternative though, you could change your templates to include
> the queue in an extended header e.g; X-RT-Queue:
> While it doesn't stand as much for staff reading email notices, it still
> allows you to filter.


From ktm at rice.edu  Wed Aug 19 17:28:22 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 19 Aug 2009 16:28:22 -0500
Subject: [rt-users] ticket info displayed in header
In-Reply-To: <be7163f0908191412l1b6ab900t4a0f428a4b3c0be8@mail.gmail.com>
References: <4A8C4859.4020409@cclsd.org>
	<20090819194256.GB14768@easter-eggs.com>
	<20090819200739.GD3776@it.is.rice.edu>
	<be7163f0908191412l1b6ab900t4a0f428a4b3c0be8@mail.gmail.com>
Message-ID: <20090819212822.GE3776@it.is.rice.edu>

On Wed, Aug 19, 2009 at 05:12:34PM -0400, Jerrad Pierce wrote:
> > I will add a second to the do not use queue name camp. It also gets
> > very ugly if a ticket changes queues. Maybe your setup is so simple
> > that you only have a single queue now and forever, but if so, is
> > it really going to stay that way. Also, if you rename a queue all
> > of the subjects have the old name embedded.
> 
> We have a dozen queues and have never had any problem--related
> to moving things around--with the use of [Site Queue #] as the tag.
> As previously noted, RT generally routes tickets by ID, not queue,
> so there's no real risk from response to an old message with prior
> queue here; queue-specific tags are another matter entirely.
> 
> As an alternative though, you could change your templates to include
> the queue in an extended header e.g; X-RT-Queue:
> While it doesn't stand as much for staff reading email notices, it still
> allows you to filter.
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.
> 
I did not mean to imply that there were any problems with the
actual moving of messages. Just that the subject now contains
embedded references to the previous queue name. That makes it
confusing when trying to thread E-mail messages that depend
on the subject for proper threading, for example.

Cheers,
Ken



From echatham at broadvox.com  Wed Aug 19 17:38:54 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Wed, 19 Aug 2009 17:38:54 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <be7163f0908191404l30eaeba4pc1460d49cae49752@mail.gmail.com>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
	<be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB18A6BE75F@CLEHBEXMS01.broadvox.local>
	<be7163f0908191404l30eaeba4pc1460d49cae49752@mail.gmail.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE763@CLEHBEXMS01.broadvox.local>

On Wednesday, August 19, 2009 17:05, Jerrad Pierce wrote,


>> [root@ ~ lib]# printf "Testing..." |/opt/rt3/bin/rt-mailgate --queue MIS --
>action correspond --url http://clehbrtrckr01.broadvox.local/
>> An Error Occurred
>> =================
>>
>> 404 Not Found
>> [root@ ~ lib]#
> Well there's your problem. The RT command used to pass mail to the
> database (via HTTP) cannot locate the RT service. Your RT installation
> is incomplete, check the Apache error log for the corresponding 404
> and
> additional details.

There were no corresponding 404s in the error_log.  This was the only error I saw with RT, related to rt-mailgate:

[Tue Aug 18 15:02:44 2009] [error] [client 127.0.0.1] File does not exist: /var/www/html/REST
[Tue Aug 18 15:04:03 2009] [error] [client 127.0.0.1] File does not exist: /var/www/html/REST

> Although echoing test to rt-mailgate isn't quite right either, the command
> expects to receive a complete email message on STDIN.

I tried it again this way:

cat /opt/rt3/etc/RT_SiteConfig.pm |/opt/rt3/bin/rt-mailgate --queue MIS --action correspond --url http://clehbrtrckr01.broadvox.local/

I get the same error and /etc/httpd/logs/error_log reports this again:

[Wed Aug 19 16:11:14 2009] [error] [client 127.0.0.1] File does not exist: /var/www/html/REST
[Wed Aug 19 17:30:30 2009] [error] [client 127.0.0.1] File does not exist: /var/www/html/REST



CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From echatham at broadvox.com  Wed Aug 19 17:48:04 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Wed, 19 Aug 2009 17:48:04 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <be7163f0908191404l30eaeba4pc1460d49cae49752@mail.gmail.com>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
	<be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB18A6BE75F@CLEHBEXMS01.broadvox.local>
	<be7163f0908191404l30eaeba4pc1460d49cae49752@mail.gmail.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE764@CLEHBEXMS01.broadvox.local>

On Wednesday, August 19, 2009 17:05, Jerrad Pierce wrote,


>> [root@ ~ lib]# printf "Testing..." |/opt/rt3/bin/rt-mailgate --queue MIS --
>action correspond --url http://clehbrtrckr01.broadvox.local/
>> An Error Occurred
>> =================
>>
>> 404 Not Found
>> [root@ ~ lib]#
> Well there's your problem. The RT command used to pass mail to the
> database (via HTTP) cannot locate the RT service. Your RT installation
> is incomplete, check the Apache error log for the corresponding 404
> and
> additional details.

I found the 404 in the access_log

Access_log details:

127.0.0.1 - - [19/Aug/2009:17:38:14 -0400] "POST //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 404 320 "-" "libwww-perl/5.830"
127.0.0.1 - - [19/Aug/2009:17:46:15 -0400] "POST //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 404 320 "-" "libwww-perl/5.830"

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From hall at fas.sfu.ca  Wed Aug 19 19:05:39 2009
From: hall at fas.sfu.ca (Gary Hall)
Date: Wed, 19 Aug 2009 16:05:39 -0700
Subject: [rt-users] One-time Cc silently refuses to send mail to RT account
	names
Message-ID: <4A8C8543.7020607@fas.sfu.ca>

Greetings,

We are using RT-3.8.4 to handle help requests from users who have 
accounts on our network.

The RT account names for our users match their system account names in 
order to allow them to authenticate to RT using their system passwords 
(via pwauth and PAM). Thus, system user 'smith' has an RT account 'smith'.

If an operator adds 'smith' to the One-time Cc field of a Reply or 
Comment and updates the ticket, no message is sent to 'smith'. However, 
if the operator adds Smith's fully-qualified email address to the 
One-time Cc field (e.g., smith at example.com), a message is sent.

I'm not sure if this is a bug or a feature, but the silent failure to 
send the message surprised at least one of our operators and led to a 
miscommunication.

Is there a reason why RT account names are not accepted as values for 
this field?
--
Gary Hall
Network Support Group
Faculty of Applied Sciences
Simon Fraser University





From cshort at n6.com.au  Thu Aug 20 01:26:25 2009
From: cshort at n6.com.au (Christopher Short)
Date: Thu, 20 Aug 2009 15:26:25 +1000
Subject: [rt-users] Newlines added to emails (EXTREME ANNOYANCE)
Message-ID: <8c8039600908192226q7369eeeer6d585462a27854f4@mail.gmail.com>

I've been dutifully promoting RT (3.8.2)  at my workplace, with
memories of an old version at a prior company that worked really well.

However we're pretty much at screaming point with frustration over the
annoying problem we get when communicating with MS Outlook users
through RT. Every time we get an email from them, the email trail at
the end of their email gets extra blank lines inserted into it. Over
the course of an exchange going backwards and forwards several times,
some parts of the email trail will have 8+ blank lines between each
line of text. Each email gets bigger and bigger until you have to
scroll down several pages between small emails.

I understand this may relate to something dodgy in Outlook, but surely
there's some fix for this?
We can't be the only company that communicates with Outlook users and
RT, but I haven't found anyone else discussing it.

I hope someone has some advice about treating this issue?

regards,
Christopher


From elacour at easter-eggs.com  Thu Aug 20 04:00:08 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 20 Aug 2009 10:00:08 +0200
Subject: [rt-users] Newlines added to emails (EXTREME ANNOYANCE)
In-Reply-To: <8c8039600908192226q7369eeeer6d585462a27854f4@mail.gmail.com>
References: <8c8039600908192226q7369eeeer6d585462a27854f4@mail.gmail.com>
Message-ID: <20090820080007.GA7713@easter-eggs.com>

On Thu, Aug 20, 2009 at 03:26:25PM +1000, Christopher Short wrote:
> I've been dutifully promoting RT (3.8.2)  at my workplace, with
> memories of an old version at a prior company that worked really well.
> 
> However we're pretty much at screaming point with frustration over the
> annoying problem we get when communicating with MS Outlook users
> through RT. Every time we get an email from them, the email trail at
> the end of their email gets extra blank lines inserted into it. Over
> the course of an exchange going backwards and forwards several times,
> some parts of the email trail will have 8+ blank lines between each
> line of text. Each email gets bigger and bigger until you have to
> scroll down several pages between small emails.
> 
> I understand this may relate to something dodgy in Outlook, but surely
> there's some fix for this?
> We can't be the only company that communicates with Outlook users and
> RT, but I haven't found anyone else discussing it.
> 
> I hope someone has some advice about treating this issue?
> 

There is fixes around this kind of problem in 3.8.3.

Thought, maybe your facing another problem, screenshots may help us
understand this.

AW, I suggest that you try to upgrade to latest 3.8.4.



From fooraide at gmail.com  Thu Aug 20 08:29:57 2009
From: fooraide at gmail.com (David)
Date: Thu, 20 Aug 2009 08:29:57 -0400
Subject: [rt-users] Wrong due date output, related to "SetToMidnight" ?
Message-ID: <ff58bcc60908200529t7f80aeb0od938a0b9e5508df3@mail.gmail.com>

Hi,

I have a scrip that triggers a template in which the due date of the
ticket is displayed.
In the template, I output the due date as such:

This ticket is due in {$Ticket->Due}.

Now, this works properly unless the due date is exactly midnight (00:00:00).
I would expect to have the right due date in the ticket.. but instead,
I get 04:00:00.

After looking through the doc, I see that this could be due to
SetToMidnight which uses GMT rather than the local server time.

Is there some way to fix this ? We'd like to have tickets that are due
on midnight as we have a 24/7 operation :)

Thanks,

David


From jpierce at cambridgeenergyalliance.org  Thu Aug 20 09:42:30 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 20 Aug 2009 09:42:30 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE764@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
	<be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB18A6BE75F@CLEHBEXMS01.broadvox.local>
	<be7163f0908191404l30eaeba4pc1460d49cae49752@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB18A6BE764@CLEHBEXMS01.broadvox.local>
Message-ID: <be7163f0908200642v6f6e8b27t6aea4b4b9ba2b076@mail.gmail.com>

Again, rt-mailgate really wants to receive a complete email message on
STDIN, not random gibberish.

My guess would be that you are using name based virtual hosts,
but haven't told Apache to do so for 127.0.0.1


-- 
Cambridge Energy Alliance: Save money. Save the planet.


From echatham at broadvox.com  Thu Aug 20 10:14:52 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Thu, 20 Aug 2009 10:14:52 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <be7163f0908200642v6f6e8b27t6aea4b4b9ba2b076@mail.gmail.com>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
	<be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB18A6BE75F@CLEHBEXMS01.broadvox.local>
	<be7163f0908191404l30eaeba4pc1460d49cae49752@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB18A6BE764@CLEHBEXMS01.broadvox.local>
	<be7163f0908200642v6f6e8b27t6aea4b4b9ba2b076@mail.gmail.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE768@CLEHBEXMS01.broadvox.local>

On Thursday, August 20, 2009 09:43, Jerrad Pierce wrote,

> Again, rt-mailgate really wants to receive a complete email message on
> STDIN, not random gibberish.

Please, can you provide an example?

> My guess would be that you are using name based virtual hosts,
> but haven't told Apache to do so for 127.0.0.1

Here is my RT Apache config.  RT is the only application on this server.  We don't have any other Apache configs.

# RT APACHE SETTINGS
<VirtualHost 172.16.5.74:80>
    ServerName clehbrtrckr01.broadvox.local

    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8

    # optional apache logs for RT
    # ErrorLog /opt/rt3/var/log/apache2.error
    # TransferLog /opt/rt3/var/log/apache2.access

    PerlRequire "/opt/rt3/bin/webmux.pl"

    <Location /NoAuth/images>
        SetHandler default
    </Location>
    <Location />
        SetHandler perl-script
        PerlResponseHandler RT::Mason
    </Location>
</VirtualHost>



CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From ruslan.zakirov at gmail.com  Thu Aug 20 10:15:47 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 20 Aug 2009 18:15:47 +0400
Subject: [rt-users] Wrong due date output, related to "SetToMidnight" ?
In-Reply-To: <ff58bcc60908200529t7f80aeb0od938a0b9e5508df3@mail.gmail.com>
References: <ff58bcc60908200529t7f80aeb0od938a0b9e5508df3@mail.gmail.com>
Message-ID: <589c94400908200715j85d262te1e754ac9e2bce66@mail.gmail.com>

Hello David,

Plain ->Due returns datetime in UTC. You have to use ->DueObj and some
formatter described in RT::Date.

On Thu, Aug 20, 2009 at 4:29 PM, David<fooraide at gmail.com> wrote:
> Hi,
>
> I have a scrip that triggers a template in which the due date of the
> ticket is displayed.
> In the template, I output the due date as such:
>
> This ticket is due in {$Ticket->Due}.
>
> Now, this works properly unless the due date is exactly midnight (00:00:00).
> I would expect to have the right due date in the ticket.. but instead,
> I get 04:00:00.
>
> After looking through the doc, I see that this could be due to
> SetToMidnight which uses GMT rather than the local server time.
>
> Is there some way to fix this ? We'd like to have tickets that are due
> on midnight as we have a 24/7 operation :)
>
> Thanks,
>
> David
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Thu Aug 20 10:28:44 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 20 Aug 2009 10:28:44 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE768@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
	<be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB18A6BE75F@CLEHBEXMS01.broadvox.local>
	<be7163f0908191404l30eaeba4pc1460d49cae49752@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB18A6BE764@CLEHBEXMS01.broadvox.local>
	<be7163f0908200642v6f6e8b27t6aea4b4b9ba2b076@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB18A6BE768@CLEHBEXMS01.broadvox.local>
Message-ID: <be7163f0908200728x3f175cecr4bbed63349981ff4@mail.gmail.com>

> <VirtualHost 172.16.5.74:80>
> ? ?ServerName clehbrtrckr01.broadvox.local

/opt/rt3/bin/rt-mailgate --queue MIS --action correspond --url
http://clehbrtrckr01.broadvox.local/

127.0.0.1 - - [19/Aug/2009:17:38:14 -0400] "POST
//REST/1.0/NoAuth/mail-gateway HTTP/1.1" 404 320 "-"
"libwww-perl/5.830"

See the problem? Apache's listening on 172... and rt-mailgate's
connecting on loopback.
Presumably you have an alias in /etc/hosts
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From tjg at soe.ucsc.edu  Thu Aug 20 10:50:21 2009
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Thu, 20 Aug 2009 07:50:21 -0700 (PDT)
Subject: [rt-users] Adding Custom Text To "New Ticket" Screen
Message-ID: <141841962.827631250779821757.JavaMail.root@mail-01.cse.ucsc.edu>

We use RT for everything -but- IT-related requests, because we have a campus-wide IT request system that our users are required to use.  However, we still have people that put IT-related tickets into RT, and then those never get answered because the IT people don't use RT.

Is there any way to add some custom text to the "New Ticket" screen that would instruct users to use the other system for IT-related tickets?

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg at soe.ucsc.edu
831-459-5354



From jpierce at cambridgeenergyalliance.org  Thu Aug 20 10:56:42 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 20 Aug 2009 10:56:42 -0400
Subject: [rt-users] Adding Custom Text To "New Ticket" Screen
In-Reply-To: <141841962.827631250779821757.JavaMail.root@mail-01.cse.ucsc.edu>
References: <141841962.827631250779821757.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <be7163f0908200756k6324662dv977316b9b2400b06@mail.gmail.com>

Use the FormStart Callback.
http://wiki.bestpractical.com/view/CleanlyCustomizeRT

You could also arrange things such that these questions get forwarded on to IT,
and are automatically marked as resolved in your system...

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From echatham at broadvox.com  Thu Aug 20 10:59:29 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Thu, 20 Aug 2009 10:59:29 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <be7163f0908200728x3f175cecr4bbed63349981ff4@mail.gmail.com>
References: <4ABA3E162F60624A949503A7F960245EB176E03D44@CLEHBEXMS01.broadvox.local>
	<be7163f0908190807p4c3ef9b3ga26b2a5da179eef@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB176E03D49@CLEHBEXMS01.broadvox.local>
	<be7163f0908191212r20fec7f8n5f3d3b672fb3e0d9@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB18A6BE75F@CLEHBEXMS01.broadvox.local>
	<be7163f0908191404l30eaeba4pc1460d49cae49752@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB18A6BE764@CLEHBEXMS01.broadvox.local>
	<be7163f0908200642v6f6e8b27t6aea4b4b9ba2b076@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB18A6BE768@CLEHBEXMS01.broadvox.local>
	<be7163f0908200728x3f175cecr4bbed63349981ff4@mail.gmail.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE769@CLEHBEXMS01.broadvox.local>

On Thursday, August 20, 2009 10:29, Jerrad Pierce wrote,

>> <VirtualHost 172.16.5.74:80>
>>    ServerName clehbrtrckr01.broadvox.local
>
> /opt/rt3/bin/rt-mailgate --queue MIS --action correspond --url
> http://clehbrtrckr01.broadvox.local/
>
> 127.0.0.1 - - [19/Aug/2009:17:38:14 -0400] "POST
> //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 404 320 "-"
> "libwww-perl/5.830"
>
> See the problem? Apache's listening on 172... and rt-mailgate's
> connecting on loopback.

I see it, thanks.  I had both IPs in /etc/hosts.  I hashed out the loopback in /etc/hosts, keeping the server IP listed there.  I re-ran the command with no 404 error.  This time there was a 200, which I'm assuming is HTTP 200 Ok.

172.16.5.74 - - [20/Aug/2009:10:51:24 -0400] "POST //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 36 "-" "libwww-perl/5.830"

Will this correct the issue trying to send e-mail to the system and having it parse into the ticket?  I just tried sending an e-mail to RT, having [QUEUE #TICKET NUM] in the subject line.  It still doesn't work and parse the information into the ticket. :/

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From barnesaw at ucrwcu.rwc.uc.edu  Thu Aug 20 11:04:39 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 20 Aug 2009 11:04:39 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE769@CLEHBEXMS01.broadvox.local>
Message-ID: <C6B2DE47.5E84%barnesaw@ucrwcu.rwc.uc.edu>

Try changing your subject line to [$Organization #ticket_id]


On 8/20/09 10:59 AM, "Eric Chatham" <echatham at broadvox.com> wrote:

> On Thursday, August 20, 2009 10:29, Jerrad Pierce wrote,
> 
>>> <VirtualHost 172.16.5.74:80>
>>>    ServerName clehbrtrckr01.broadvox.local
>> 
>> /opt/rt3/bin/rt-mailgate --queue MIS --action correspond --url
>> http://clehbrtrckr01.broadvox.local/
>> 
>> 127.0.0.1 - - [19/Aug/2009:17:38:14 -0400] "POST
>> //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 404 320 "-"
>> "libwww-perl/5.830"
>> 
>> See the problem? Apache's listening on 172... and rt-mailgate's
>> connecting on loopback.
> 
> I see it, thanks.  I had both IPs in /etc/hosts.  I hashed out the loopback in
> /etc/hosts, keeping the server IP listed there.  I re-ran the command with no
> 404 error.  This time there was a 200, which I'm assuming is HTTP 200 Ok.
> 
> 172.16.5.74 - - [20/Aug/2009:10:51:24 -0400] "POST
> //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 36 "-" "libwww-perl/5.830"
> 
> Will this correct the issue trying to send e-mail to the system and having it
> parse into the ticket?  I just tried sending an e-mail to RT, having [QUEUE
> #TICKET NUM] in the subject line.  It still doesn't work and parse the
> information into the ticket. :/
> 
> CONFIDENTIAL.  This e-mail and any attached files are confidential and should
> be destroyed and/or returned if you are not the intended and proper recipient.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College




From curtisb at vianet.ca  Thu Aug 20 12:14:40 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 20 Aug 2009 12:14:40 -0400
Subject: [rt-users] Wrong due date output, related to "SetToMidnight" ?
In-Reply-To: <ff58bcc60908200529t7f80aeb0od938a0b9e5508df3@mail.gmail.com>
References: <ff58bcc60908200529t7f80aeb0od938a0b9e5508df3@mail.gmail.com>
Message-ID: <4A8D7670.7050309@vianet.ca>

I've had the same issue setting due dates in a scrip, I've done the 
following to somewhat accurately go back (usual DST issues apply).  I 
imagine there might be cleaner ways. $1 being an ISO format, I'm parsing 
from the email. I hope that helps.

      my $duedate = RT::Date->new($RT::SystemUser);
      $duedate->Set(Format=>'ISO', Value=>"$1");
    
      my $localdate = 
$duedate->AddSeconds(((gmtime)[2]-(localtime)[2])*60*60);
      # ^^ this will add the difference from gmtime.
      $duedate->Set(Format=>'unix', Value=>$localdate);
      $self->TicketObj->SetDue( $duedate->ISO );

David wrote:
> Hi,
>
> I have a scrip that triggers a template in which the due date of the
> ticket is displayed.
> In the template, I output the due date as such:
>
> This ticket is due in {$Ticket->Due}.
>
> Now, this works properly unless the due date is exactly midnight (00:00:00).
> I would expect to have the right due date in the ticket.. but instead,
> I get 04:00:00.
>
> After looking through the doc, I see that this could be due to
> SetToMidnight which uses GMT rather than the local server time.
>
> Is there some way to fix this ? We'd like to have tickets that are due
> on midnight as we have a 24/7 operation :)
>
> Thanks,
>
> David
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>
>   



From echatham at broadvox.com  Thu Aug 20 12:27:09 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Thu, 20 Aug 2009 12:27:09 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <C6B2DE47.5E84%barnesaw@ucrwcu.rwc.uc.edu>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE769@CLEHBEXMS01.broadvox.local>
	<C6B2DE47.5E84%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE770@CLEHBEXMS01.broadvox.local>

On Thursday, August 20, 2009 11:05, Drew Barnes wrote,

> Try changing your subject line to [$Organization #ticket_id]

No go.  I even tried $rtname.

> On 8/20/09 10:59 AM, "Eric Chatham" <echatham at broadvox.com> wrote:
>
>> On Thursday, August 20, 2009 10:29, Jerrad Pierce wrote,
>>
>>>> <VirtualHost 172.16.5.74:80>
>>>>    ServerName clehbrtrckr01.broadvox.local
>>>
>>> /opt/rt3/bin/rt-mailgate --queue MIS --action correspond --url
>>> http://clehbrtrckr01.broadvox.local/
>>>
>>> 127.0.0.1 - - [19/Aug/2009:17:38:14 -0400] "POST
>>> //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 404 320 "-"
>>> "libwww-perl/5.830"
>>>
>>> See the problem? Apache's listening on 172... and rt-mailgate's
>>> connecting on loopback.
>>
>> I see it, thanks.  I had both IPs in /etc/hosts.  I hashed out the loopback
>in
>> /etc/hosts, keeping the server IP listed there.  I re-ran the command with
>no
>> 404 error.  This time there was a 200, which I'm assuming is HTTP 200 Ok.
>>
>> 172.16.5.74 - - [20/Aug/2009:10:51:24 -0400] "POST
>> //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 36 "-" "libwww-perl/5.830"
>>
>> Will this correct the issue trying to send e-mail to the system and having
>it
>> parse into the ticket?  I just tried sending an e-mail to RT, having [QUEUE
>> #TICKET NUM] in the subject line.  It still doesn't work and parse the
>> information into the ticket. :/
>>
>> CONFIDENTIAL.  This e-mail and any attached files are confidential and
>should
>> be destroyed and/or returned if you are not the intended and proper
>recipient.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>--
>Drew Barnes
>Applications Analyst
>Network Resources Dept.
>Raymond Walters College
>


CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From curtisb at vianet.ca  Thu Aug 20 12:28:18 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 20 Aug 2009 12:28:18 -0400
Subject: [rt-users] Wrong due date output, related to "SetToMidnight" ?
In-Reply-To: <4A8D7670.7050309@vianet.ca>
References: <ff58bcc60908200529t7f80aeb0od938a0b9e5508df3@mail.gmail.com>
	<4A8D7670.7050309@vianet.ca>
Message-ID: <4A8D79A2.8050306@vianet.ca>

Also wanted to note the would probably fail if ran near the end of the 
day, you may want to specify a specific $time in gmtime($time), 
localtime($time).

Curtis Bruneau wrote:
> I've had the same issue setting due dates in a scrip, I've done the 
> following to somewhat accurately go back (usual DST issues apply).  I 
> imagine there might be cleaner ways. $1 being an ISO format, I'm parsing 
> from the email. I hope that helps.
>
>       my $duedate = RT::Date->new($RT::SystemUser);
>       $duedate->Set(Format=>'ISO', Value=>"$1");
>     
>       my $localdate = 
> $duedate->AddSeconds(((gmtime)[2]-(localtime)[2])*60*60);
>       # ^^ this will add the difference from gmtime.
>       $duedate->Set(Format=>'unix', Value=>$localdate);
>       $self->TicketObj->SetDue( $duedate->ISO );
>
> David wrote:
>   
>> Hi,
>>
>> I have a scrip that triggers a template in which the due date of the
>> ticket is displayed.
>> In the template, I output the due date as such:
>>
>> This ticket is due in {$Ticket->Due}.
>>
>> Now, this works properly unless the due date is exactly midnight (00:00:00).
>> I would expect to have the right due date in the ticket.. but instead,
>> I get 04:00:00.
>>
>> After looking through the doc, I see that this could be due to
>> SetToMidnight which uses GMT rather than the local server time.
>>
>> Is there some way to fix this ? We'd like to have tickets that are due
>> on midnight as we have a 24/7 operation :)
>>
>> Thanks,
>>
>> David
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>   
>>     
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>
>   



From jpierce at cambridgeenergyalliance.org  Thu Aug 20 12:30:17 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 20 Aug 2009 12:30:17 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE770@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE769@CLEHBEXMS01.broadvox.local>
	<C6B2DE47.5E84%barnesaw@ucrwcu.rwc.uc.edu>
	<4ABA3E162F60624A949503A7F960245EB18A6BE770@CLEHBEXMS01.broadvox.local>
Message-ID: <be7163f0908200930v2bd90ba4jd2e58c6eb7852a64@mail.gmail.com>

On Thu, Aug 20, 2009 at 12:27, Eric Chatham<echatham at broadvox.com> wrote:
> On Thursday, August 20, 2009 11:05, Drew Barnes wrote,
>
>> Try changing your subject line to [$Organization #ticket_id]
>
> No go. ?I even tried $rtname.
Just to be clear, you're using the value assigned to these variable
sin your site config,
and not the literal strings '$rtname', correct? And a ticket with the
ID you're using
already exists? And the account you're emailing form has the necessary
ACLs to write
to the ticket?

Might I suggest going back and reading the initial installation instructions?

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From echatham at broadvox.com  Thu Aug 20 12:37:28 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Thu, 20 Aug 2009 12:37:28 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <be7163f0908200930v2bd90ba4jd2e58c6eb7852a64@mail.gmail.com>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE769@CLEHBEXMS01.broadvox.local>
	<C6B2DE47.5E84%barnesaw@ucrwcu.rwc.uc.edu>
	<4ABA3E162F60624A949503A7F960245EB18A6BE770@CLEHBEXMS01.broadvox.local>
	<be7163f0908200930v2bd90ba4jd2e58c6eb7852a64@mail.gmail.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE771@CLEHBEXMS01.broadvox.local>

On Thursday, August 20, 2009 12:30, Jerrad Pierce wrote,

>>> Try changing your subject line to [$Organization #ticket_id]

>> No go.  I even tried $rtname.

> Just to be clear, you're using the value assigned to these variable
> sin your site config,
> and not the literal strings '$rtname', correct? And a ticket with the
> ID you're using
> already exists? And the account you're emailing form has the necessary
> ACLs to write
> to the ticket?

Yes sir.  $rtname = Broadvox from the Config.  I'm using [Broadvox #8] in the subject line of the e-mail.  Ticket 8 is an open and existing ticket.  I tried e-mailing as root on the server and from my work e-mail.

> Might I suggest going back and reading the initial installation instructions?

I'm reading RT Essentials.

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From jrhett at netconsonance.com  Thu Aug 20 12:49:04 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 20 Aug 2009 09:49:04 -0700
Subject: [rt-users] 3.8.4 bug -- removing reminders doesn't work
Message-ID: <94702AB0-DC40-4479-BF6E-69B4C320071F@netconsonance.com>

Something which changed in 3.8.3 -> 3.8.4 broke the removing of  
reminders.   If you click the checkbox and click save, the reminder  
doesn't go away.

I'd be happy to supply debug if there is a way to get some.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness

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From kfcrocker at lbl.gov  Thu Aug 20 13:02:44 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 20 Aug 2009 10:02:44 -0700
Subject: [rt-users] One-time Cc silently refuses to send mail to RT
 account names
In-Reply-To: <4A8C8543.7020607@fas.sfu.ca>
References: <4A8C8543.7020607@fas.sfu.ca>
Message-ID: <4A8D81B4.30100@lbl.gov>

Gary,

It sounds like there is no notification scrip for "Others". When adding 
a "Cc" on a replay, etc. it is NOT considered a "Cc" by RT Notification 
scrips, it is considered an "Other". You may need a new scrip that 
"Notify Others" on "whatever" action. Hope this helps.

Kenn
LBNL

On 8/19/2009 4:05 PM, Gary Hall wrote:
> Greetings,
>
> We are using RT-3.8.4 to handle help requests from users who have 
> accounts on our network.
>
> The RT account names for our users match their system account names in 
> order to allow them to authenticate to RT using their system passwords 
> (via pwauth and PAM). Thus, system user 'smith' has an RT account 'smith'.
>
> If an operator adds 'smith' to the One-time Cc field of a Reply or 
> Comment and updates the ticket, no message is sent to 'smith'. However, 
> if the operator adds Smith's fully-qualified email address to the 
> One-time Cc field (e.g., smith at example.com), a message is sent.
>
> I'm not sure if this is a bug or a feature, but the silent failure to 
> send the message surprised at least one of our operators and led to a 
> miscommunication.
>
> Is there a reason why RT account names are not accepted as values for 
> this field?
> --
> Gary Hall
> Network Support Group
> Faculty of Applied Sciences
> Simon Fraser University
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From Michael_Ellis at UManitoba.CA  Thu Aug 20 13:03:12 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Thu, 20 Aug 2009 12:03:12 -0500
Subject: [rt-users] iCal Start & Due times rt3.8.4
Message-ID: <015c01ca21b8$1c9a6520$55cf2f60$@CA>

I've searched for this in the list archives but never seen a fix except for
this ( http://www.gossamer-threads.com/lists/rt/devel/76912#76912  ) which
looks like it should have been in RT since 3.8.1. I'm at 3.8.4.

 

When one subscribes to an ical feed from RT in gcal or outlook the start and
due times(DTSTART and DTEND) are seemingly not properly published. As such
gcal twigs on the create time for the start and use some default duration
for the end, while Outlook uses midnight instead.

 

Am I doing something wrong? I'm hoping that our A/V techs will be able to
look at a gcal and get notifications of new and upcoming bookings as SMSs
from google. I've installed RTx::Calendar so they can at least see the
tickets on a calendar display, but I really hope to integrate this with
gcal.

 

Here's a sample event:

 

BEGIN:VEVENT CREATED:20090730T151534Z DTEND;VALUE=DATE:20090730
DTSTAMP:20090820T164748Z DTSTART;VALUE=DATE:20090730
LAST-MODIFIED:20090804T135203Z ORGANIZER:jdoe SUMMARY:Start: setup projector
and laptop URL:http://rt.someplace.ca/?q=60 END:VEVENT 

 

Thanks in advance,

 

Mike

 

 

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From jrhett at netconsonance.com  Thu Aug 20 13:06:58 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 20 Aug 2009 10:06:58 -0700
Subject: [rt-users] 3.8.4 bug -- removing reminders doesn't work
In-Reply-To: <94702AB0-DC40-4479-BF6E-69B4C320071F@netconsonance.com>
References: <94702AB0-DC40-4479-BF6E-69B4C320071F@netconsonance.com>
Message-ID: <ADD42DCB-076B-4572-A6CA-6CAF7D3698E8@netconsonance.com>

FYI, the odd thing is that when you save the reminder with it checked,  
it comes back checked.  Even if you leave the ticket and come back,  
the reminder is checked.  But it never disappears from the reminders  
on the home page.

On Aug 20, 2009, at 9:49 AM, Jo Rhett wrote:
> Something which changed in 3.8.3 -> 3.8.4 broke the removing of  
> reminders.   If you click the checkbox and click save, the reminder  
> doesn't go away.
>
> I'd be happy to supply debug if there is a way to get some.
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness

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From barnesaw at ucrwcu.rwc.uc.edu  Thu Aug 20 13:10:02 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 20 Aug 2009 13:10:02 -0400
Subject: [rt-users] One-time Cc silently refuses to send mail to RT
 account names
In-Reply-To: <4A8C8543.7020607@fas.sfu.ca>
Message-ID: <C6B2FBAA.5E94%barnesaw@ucrwcu.rwc.uc.edu>




On 8/19/09 7:05 PM, "Gary Hall" <hall at fas.sfu.ca> wrote:

> Greetings,
> 
> We are using RT-3.8.4 to handle help requests from users who have
> accounts on our network.
> 
> The RT account names for our users match their system account names in
> order to allow them to authenticate to RT using their system passwords
> (via pwauth and PAM). Thus, system user 'smith' has an RT account 'smith'.
> 
> If an operator adds 'smith' to the One-time Cc field of a Reply or
> Comment and updates the ticket, no message is sent to 'smith'. However,
> if the operator adds Smith's fully-qualified email address to the
> One-time Cc field (e.g., smith at example.com), a message is sent.

Because those inputs are based on entering an email address.  If an email of
"smith" is supplied, it is not a valid email address.  You may want to take
a peek at RTx::EmailCompletion on cpan.

> 
> I'm not sure if this is a bug or a feature, but the silent failure to
> send the message surprised at least one of our operators and led to a
> miscommunication.
> 
> Is there a reason why RT account names are not accepted as values for
> this field?
> --
> Gary Hall
> Network Support Group
> Faculty of Applied Sciences
> Simon Fraser University
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College




From jrhett at netconsonance.com  Thu Aug 20 14:17:45 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 20 Aug 2009 11:17:45 -0700
Subject: [rt-users] 3.8.4 bug -- removing reminders doesn't work
In-Reply-To: <ADD42DCB-076B-4572-A6CA-6CAF7D3698E8@netconsonance.com>
References: <94702AB0-DC40-4479-BF6E-69B4C320071F@netconsonance.com>
	<ADD42DCB-076B-4572-A6CA-6CAF7D3698E8@netconsonance.com>
Message-ID: <28E9BE6D-1ED3-4B95-9321-658F33949C32@netconsonance.com>

Okay, this might be a fluke.   The Reminder doesn't disappear --  
returns checked -- but does disappear from the home page and the  
upcoming reminders report.   So it's a change in behavior that is  
confusing if you got used to the old behavior.

On Aug 20, 2009, at 10:06 AM, Jo Rhett wrote:
> FYI, the odd thing is that when you save the reminder with it  
> checked, it comes back checked.  Even if you leave the ticket and  
> come back, the reminder is checked.  But it never disappears from  
> the reminders on the home page.
>
> On Aug 20, 2009, at 9:49 AM, Jo Rhett wrote:
>> Something which changed in 3.8.3 -> 3.8.4 broke the removing of  
>> reminders.   If you click the checkbox and click save, the reminder  
>> doesn't go away.
>>
>> I'd be happy to supply debug if there is a way to get some.
>>
>> -- 
>> Jo Rhett
>> Net Consonance : consonant endings by net philanthropy, open source  
>> and other randomness
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness

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From change+lists.rt at nightwind.net  Thu Aug 20 14:48:13 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Thu, 20 Aug 2009 11:48:13 -0700
Subject: [rt-users] Massive memory usage
Message-ID: <1250794093.7536.1330830339@webmail.messagingengine.com>

I'm running a few instances of RT on a Debian 5.0 box, Apache 2.2.9,
fastcgi 2.4.6, RT 3.8.2.  I'm noticing the mason_handler.fcgi processes
are taking up quite a bit of memory.  One RT instance's processes are
using ~35 megs physical memory each, the other are using ~50-60 megs
each.  Is there a known cause or fix for something like this?  What
might I be able to do to track down the cause?


From ktm at rice.edu  Thu Aug 20 15:39:03 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 20 Aug 2009 14:39:03 -0500
Subject: [rt-users] Massive memory usage
In-Reply-To: <1250794093.7536.1330830339@webmail.messagingengine.com>
References: <1250794093.7536.1330830339@webmail.messagingengine.com>
Message-ID: <20090820193903.GF3776@it.is.rice.edu>

On Thu, Aug 20, 2009 at 11:48:13AM -0700, Nick Kartsioukas wrote:
> I'm running a few instances of RT on a Debian 5.0 box, Apache 2.2.9,
> fastcgi 2.4.6, RT 3.8.2.  I'm noticing the mason_handler.fcgi processes
> are taking up quite a bit of memory.  One RT instance's processes are
> using ~35 megs physical memory each, the other are using ~50-60 megs
> each.  Is there a known cause or fix for something like this?  What
> might I be able to do to track down the cause?

This is normal memory usage, not extraordinary usage. The working
set size of the RT cgi instance will depend on the usage to which
it is put, what queries and updates...

Cheers,
Ken


From andy_pikey at hotmail.com  Thu Aug 20 15:38:07 2009
From: andy_pikey at hotmail.com (Andrew Pike)
Date: Thu, 20 Aug 2009 20:38:07 +0100
Subject: [rt-users] mod_fastcgi problems
Message-ID: <SNT109-DS14CE04D44C5940F4937540ECFD0@phx.gbl>

Hi,

 

I hope you can help.  I am running Gentoo and installed RT v3.6.7 via
emerge.  I have followed your instructions at
http://wiki.bestpractical.com/view/GentooInstallGuide and all seems to go
well until I:

 

cp /var/www/myrt/rt-3.6.1/etc/rt_apache2_fcgi.conf /etc/apache2/vhosts.d/

 

And then when I restart apache I receive the following error:

 

* apache2 has detected a syntax error in your configuration files:

Syntax error on line 3 of /etc/apache2/vhosts.d/rt_apache2_fcgi.conf:

Invalid command 'FastCgiIpcDir', perhaps misspelled or defined by a module
not included in the server configuration

 

If I run 'perl sbin/rt-test-dependencies --with-fastcgi' I get the following
output:

 

perl:

        >=5.8.3(5.008008)...found

users:

        rt group (rt)...found

        bin owner (rt)...found

        libs owner (rt)...found

        libs group (rt)...found

        web owner (apache)...found

        web group (apache)...found

CLI dependencies:

CORE dependencies:

FASTCGI dependencies:

MAILGATE dependencies:

MASON dependencies:

 

Everything was found.

 

 

Many thanks for your help.  Please advise if you would like to see the
contents of any other config file.

 

Cheers,

Andy

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From ruslan.zakirov at gmail.com  Thu Aug 20 15:47:38 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 20 Aug 2009 23:47:38 +0400
Subject: [rt-users] Wrong due date output, related to "SetToMidnight" ?
In-Reply-To: <4A8D79A2.8050306@vianet.ca>
References: <ff58bcc60908200529t7f80aeb0od938a0b9e5508df3@mail.gmail.com>
	<4A8D7670.7050309@vianet.ca> <4A8D79A2.8050306@vianet.ca>
Message-ID: <589c94400908201247u6697a1c9g4a608d01f927fe89@mail.gmail.com>

Heh, I didn't get problem at first. In 3.8 we fixed this, there is
Timezone argument in the SetToMidnight function. By default it's
"utc", but "system" or "user" can be used.

On Thu, Aug 20, 2009 at 8:28 PM, Curtis Bruneau<curtisb at vianet.ca> wrote:
> Also wanted to note the would probably fail if ran near the end of the
> day, you may want to specify a specific $time in gmtime($time),
> localtime($time).
>
> Curtis Bruneau wrote:
>> I've had the same issue setting due dates in a scrip, I've done the
>> following to somewhat accurately go back (usual DST issues apply). ?I
>> imagine there might be cleaner ways. $1 being an ISO format, I'm parsing
>> from the email. I hope that helps.
>>
>> ? ? ? my $duedate = RT::Date->new($RT::SystemUser);
>> ? ? ? $duedate->Set(Format=>'ISO', Value=>"$1");
>>
>> ? ? ? my $localdate =
>> $duedate->AddSeconds(((gmtime)[2]-(localtime)[2])*60*60);
>> ? ? ? # ^^ this will add the difference from gmtime.
>> ? ? ? $duedate->Set(Format=>'unix', Value=>$localdate);
>> ? ? ? $self->TicketObj->SetDue( $duedate->ISO );
>>
>> David wrote:
>>
>>> Hi,
>>>
>>> I have a scrip that triggers a template in which the due date of the
>>> ticket is displayed.
>>> In the template, I output the due date as such:
>>>
>>> This ticket is due in {$Ticket->Due}.
>>>
>>> Now, this works properly unless the due date is exactly midnight (00:00:00).
>>> I would expect to have the right due date in the ticket.. but instead,
>>> I get 04:00:00.
>>>
>>> After looking through the doc, I see that this could be due to
>>> SetToMidnight which uses GMT rather than the local server time.
>>>
>>> Is there some way to fix this ? We'd like to have tickets that are due
>>> on midnight as we have a 24/7 operation :)
>>>
>>> Thanks,
>>>
>>> David
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From curtisb at vianet.ca  Thu Aug 20 16:22:11 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 20 Aug 2009 16:22:11 -0400
Subject: [rt-users] mod_fastcgi problems
In-Reply-To: <SNT109-DS14CE04D44C5940F4937540ECFD0@phx.gbl>
References: <SNT109-DS14CE04D44C5940F4937540ECFD0@phx.gbl>
Message-ID: <4A8DB073.6040403@vianet.ca>

According to the fastcgi docs it's a server config directive 
(FastCgiIpcDir). I've set it in my module config file. It's saying the 
FastCgiServer can be server or virtual host in context but i'm doing it 
here for simplicity as it's the only site on my server.

cat /etc/apache2/mods-available/fastcgi.conf
<IfModule mod_fastcgi.c>
AddHandler fastcgi-script .fcgi
#FastCgiWrapper /usr/lib/apache2/suexec2
FastCgiIpcDir /var/lib/apache2/fastcgi
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 3
</IfModule>

Andrew Pike wrote:
>
> Hi,
>
> I hope you can help. I am running Gentoo and installed RT v3.6.7 via 
> emerge. I have followed your instructions at 
> http://wiki.bestpractical.com/view/GentooInstallGuide and all seems to 
> go well until I:
>
> cp /var/www/myrt/rt-3.6.1/etc/rt_apache2_fcgi.conf /etc/apache2/vhosts.d/
>
> And then when I restart apache I receive the following error:
>
> * apache2 has detected a syntax error in your configuration files:
>
> Syntax error on line 3 of /etc/apache2/vhosts.d/rt_apache2_fcgi.conf:
>
> Invalid command 'FastCgiIpcDir', perhaps misspelled or defined by a 
> module not included in the server configuration
>
> If I run ?perl sbin/rt-test-dependencies --with-fastcgi? I get the 
> following output:
>
> perl:
>
> >=5.8.3(5.008008)...found
>
> users:
>
> rt group (rt)...found
>
> bin owner (rt)...found
>
> libs owner (rt)...found
>
> libs group (rt)...found
>
> web owner (apache)...found
>
> web group (apache)...found
>
> CLI dependencies:
>
> CORE dependencies:
>
> FASTCGI dependencies:
>
> MAILGATE dependencies:
>
> MASON dependencies:
>
> Everything was found.
>
> Many thanks for your help. Please advise if you would like to see the 
> contents of any other config file.
>
> Cheers,
>
> Andy
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From echatham at broadvox.com  Thu Aug 20 16:41:53 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Thu, 20 Aug 2009 16:41:53 -0400
Subject: [rt-users] Perl Books for RT
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>

Hello,

Does anyone know a good version of Perl to purchase and read with RT Essentials.  I know nothing about PERL and I need to learn it - our company is moving towards a Linux atmosphere.  Trying to understand how the all works is racking my brain.  I'm rather new to Linux -- and Perl for that matter.  Please.  Any assistance would be great.

Thank you,

Eric Chatham

________________________________
CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.
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From HelmuthRamirez at compupay.com  Thu Aug 20 16:46:38 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 20 Aug 2009 16:46:38 -0400
Subject: [rt-users] Perl Books for RT
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
Message-ID: <08BB2997563E5A4388CA3E3275D469A8137080@EXMIAMI.compupay.com>

I found "Teach yourself Perl in 24 hours" to compliment O'Reilly's
"Learning Perl" very well.  I come from a Windows admin side, and knew
NOTHING about Perl.  Unfortunately I haven't been able to give it the
attention it really deserves so I can only do very basic stuff in Perl
and...well...RT ain't basic J  But those two books I found very useful
WHEN put together, on their own, they're ok.

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eric
Chatham
Sent: Thursday, August 20, 2009 4:42 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Perl Books for RT

 

Hello,

 

Does anyone know a good version of Perl to purchase and read with RT
Essentials.  I know nothing about PERL and I need to learn it - our
company is moving towards a Linux atmosphere.  Trying to understand how
the all works is racking my brain.  I'm rather new to Linux -- and Perl
for that matter.  Please.  Any assistance would be great.

 

Thank you,

 

Eric Chatham

 

________________________________

CONFIDENTIAL. This e-mail and any attached files are confidential and
should be destroyed and/or returned if you are not the intended and
proper recipient.

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From chris.p.canipe at rrd.com  Thu Aug 20 16:57:36 2009
From: chris.p.canipe at rrd.com (chris.p.canipe at rrd.com)
Date: Thu, 20 Aug 2009 15:57:36 -0500
Subject: [rt-users] Perl Books for RT
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
Message-ID: <OF4C9A68F7.E365FD15-ON86257618.0072BE65-86257618.007322DF@rrd.com>

Eric,

Do you require a book? I recommend http://learn.perl.org and its online 
library (http://www.perl.org/books/library.html).

Enjoy,

Chris




Eric Chatham <echatham at broadvox.com> 
Sent by: rt-users-bounces at lists.bestpractical.com
08/20/2009 03:41 PM

To
"rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
cc

Subject
[rt-users] Perl Books for RT






Hello,
 
Does anyone know a good version of Perl to purchase and read with RT 
Essentials.  I know nothing about PERL and I need to learn it ? our 
company is moving towards a Linux atmosphere.  Trying to understand how 
the all works is racking my brain.  I?m rather new to Linux -- and Perl 
for that matter.  Please.  Any assistance would be great.
 
Thank you,
 
Eric Chatham

CONFIDENTIAL. This e-mail and any attached files are confidential and 
should be destroyed and/or returned if you are not the intended and proper 
recipient._______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

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From echatham at broadvox.com  Thu Aug 20 17:01:51 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Thu, 20 Aug 2009 17:01:51 -0400
Subject: [rt-users] Perl Books for RT
In-Reply-To: <OF4C9A68F7.E365FD15-ON86257618.0072BE65-86257618.007322DF@rrd.com>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
	<OF4C9A68F7.E365FD15-ON86257618.0072BE65-86257618.007322DF@rrd.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE77A@CLEHBEXMS01.broadvox.local>

On Thursday, August 20, 2009 16:58, chris.p.canipe at rrd.com wrote,

> Eric,
>
> Do you require a book? I recommend http://learn.perl.org and its online library (http://www.perl.org/books/library.html).

Yes, if possible.  It's going to take me awhile how everything works in RT.  Everything I try to get working with it, doesn't work.  I figure if I can purchase a book on Perl and learn it, maybe I could get somewhere with this...too frustrated with this now.

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.

From jwinder at logicalsi.com  Thu Aug 20 17:04:11 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Thu, 20 Aug 2009 17:04:11 -0400
Subject: [rt-users] Perl Books for RT
In-Reply-To: <OF4C9A68F7.E365FD15-ON86257618.0072BE65-86257618.007322DF@rrd.com>
References: <OF4C9A68F7.E365FD15-ON86257618.0072BE65-86257618.007322DF@rrd.com>
Message-ID: <1250802251.5111.20.camel@jwinder-workstation>

The book I bought years ago on Perl that I still use for reference today
is the Perl 5 for Dummies. I know, I know, it is a Dummies book; but my
copy of it has been well used.

I'm not a programmer by training or trade, so it is nice to have a
simple reference for the times I do have to hack together a script.

Hope this helps,

Jeremy

> Hello, 
>   
> Does anyone know a good version of Perl to purchase and read with RT
> Essentials.  I know nothing about PERL and I need to learn it ? our
> company is moving towards a Linux atmosphere.  Trying to understand
> how the all works is racking my brain.  I?m rather new to Linux -- and
> Perl for that matter.  Please.  Any assistance would be great. 
>   
> Thank you, 
>   
> Eric Chatham 




From raanders at cyber-office.net  Thu Aug 20 17:01:23 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Thu, 20 Aug 2009 14:01:23 -0700
Subject: [rt-users] Perl Books for RT
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
Message-ID: <4A8DB9A3.1090206@cyber-office.net>

Eric Chatham wrote:
> Hello,
> 
> Does anyone know a good version of Perl to purchase and read with RT 
> Essentials.  I know nothing about PERL and I need to learn it ? our 
> company is moving towards a Linux atmosphere.  Trying to understand how 
> the all works is racking my brain.  I?m rather new to Linux -- and Perl 
> for that matter.  Please.  Any assistance would be great.

I agree with Helmuth Ramirez about "Learning Perl".  No experience with 
"Teach Yourself Perl in 24 Hours" but I've used other "Teach Yourself 
...  in 24 hour" books and found them useful in that they take you 
step-by-step through the processes.

 From what I've seen of RT code it is very OO so you should look at one 
of the Damien Conway books: "Object Oriented Perl" or "Perl Best 
Practices".  And there is "Perl Objects, References, & Modules" by 
Randal Schwartz _with Tom Phoenix_.

And don't forget to join the Perl Monks (http://perlmonks.org) or a 
(local) Perl Users Group with a mailing list.


\\||/
Rod
-- 



From ruslan.zakirov at gmail.com  Thu Aug 20 17:33:20 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 21 Aug 2009 01:33:20 +0400
Subject: [rt-users] Perl Books for RT
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
Message-ID: <589c94400908201433g5c2265cas1de082a847193a7d@mail.gmail.com>

Last edition or any you can buy at a store of Learning Perl

Chapter 3 and 4 to learn Mason from:
http://www.masonbook.com/book/

On Fri, Aug 21, 2009 at 12:41 AM, Eric Chatham<echatham at broadvox.com> wrote:
> Hello,
>
>
>
> Does anyone know a good version of Perl to purchase and read with RT
> Essentials.? I know nothing about PERL and I need to learn it ? our company
> is moving towards a Linux atmosphere.? Trying to understand how the all
> works is racking my brain.? I?m rather new to Linux -- and Perl for that
> matter.? Please.? Any assistance would be great.
>
>
>
> Thank you,
>
>
>
> Eric Chatham
>
> ________________________________
> CONFIDENTIAL. This e-mail and any attached files are confidential and should
> be destroyed and/or returned if you are not the intended and proper
> recipient.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Thu Aug 20 17:49:32 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 20 Aug 2009 17:49:32 -0400
Subject: [rt-users] Ticket display omits message body
Message-ID: <be7163f0908201449v5863e5as1fa56fedbd1cc860@mail.gmail.com>

Hi all,

I'm experiencing a puzzling issue with RT 3.8(.2)
When I create a new ticket (via a scrip) like so:

    my $new_tkt = RT::Ticket->new($RT::SystemUser);
    my ($id, $msg) = $new_tkt->Create(
                  Queue => "TODO",
                  Subject => $subj,
                  Status => 'new',
                  Requestor => $requestors,
                  MIMEObj => MIME::Entity->build(
                    Type => 'text/plain',
                    Data => $body)

The new ticket is created, but the body only shows on the history page,
and not the ticket display page?! There are no errors in RT's log.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From gordon at cryologic.com  Thu Aug 20 20:54:10 2009
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Fri, 21 Aug 2009 10:54:10 +1000
Subject: [rt-users] On saving changes to a ticket edit page displayed
Message-ID: <4A8DF032.30900@cryologic.com>

I know this has been mentioned before but I haven't been able to find in 
the lists the reason for this small, possible inconsistency.

When you "Update" a ticket after adding a comment the modified ticket is 
displayed.

When you "Save Changes" to a ticket, after modifying fields in the edit 
  Basics page (for instance) the edit window remains displayed, rather 
than returning to the ticket display page.

I am sure there is a logical reason for this, and am just trying to find 
out what it is to provide our users with an explanation.

thanks
Gordon


From pht at spatium.org  Fri Aug 21 00:53:42 2009
From: pht at spatium.org (Michal Svoboda)
Date: Fri, 21 Aug 2009 06:53:42 +0200
Subject: [rt-users] Perl Books for RT
In-Reply-To: <4A8DB9A3.1090206@cyber-office.net>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
	<4A8DB9A3.1090206@cyber-office.net>
Message-ID: <20090821045342.GG20542@feynman.spatium.org>

Roderick A. Anderson wrote 1808 bytes:
> I agree with Helmuth Ramirez about "Learning Perl"

Be sure to read "Intermediate Perl" right after that to get you into the
correct state of mind.


From andy_pikey at hotmail.com  Fri Aug 21 09:03:42 2009
From: andy_pikey at hotmail.com (Andrew Pike)
Date: Fri, 21 Aug 2009 14:03:42 +0100
Subject: [rt-users] FW: mod_fastcgi problems
Message-ID: <SNT109-DS23EFA2A4A61CC66F6F148AECFC0@phx.gbl>

Hi,

 

Regarding the below email does anyone know why I am unable to start apache?
It seems like the fastcgi module is not installed but RT seems to report
that it is.  Does anyone know how I can check this on Gentoo?

 

For your information please see my Apache options below:

 

APACHE2_OPTS="-D FASTCGI -D DEFAULT_VHOST -D INFO -D LANGUAGE -D SSL -D
SSL_DEFAULT_VHOST -D SUEXEC"

 

===== /etc/apache2/vhosts.d/rt_apache2_fcgi.conf =====

 

<IfDefine FASTCGI>

# Tell FastCGI to put its temporary files somewhere sane.

FastCgiIpcDir /tmp

 

# Tell FastCGI that it should use apache's "suexec" binary to call any
FastCGI script.

# This is a GLOBAL setting

FastCgiWrapper /usr/sbin/suexec2

 

# Apache 1.3 discards the user and group parameters on the FastCgiServer
line.

# Apache 2.0 requires them.

FastCgiServer RT_DIR/bin/mason_handler.fcgi -idle-timeout 120 -user rt
-group rt -processes 4

 

<VirtualHost MY_RT_DOMAIN:80>

        ServerName helpdesk.pikedom.com

        DocumentRoot HTDOCS

        ServerAdmin administrator at pikedom.com

 

        AddDefaultCharset UTF-8

 

        <IfDefine USERDIR>

                UserDir disabled

        </IfDefine>

 

        # Set the rt user and group as the executing user for this virtual
host

        SuexecUserGroup rt rt

        AddHandler fastcgi-script fcgi

        ScriptAlias / RT_DIR/bin/mason_handler.fcgi/

 

        <Directory "HTDOCS">

                Options Indexes FollowSymLinks

                AllowOverride None

                Order allow,deny

                Allow from all

        </Directory>

</VirtualHost>

</IfDefine>

 

# vim: ts=4 filetype=apache

 

 

==========================================

 

Can anyone see what I am doing wrong?  Sorry if it's obvious, I'm a bit of a
newbie so please try and be patient with me.

 

Many thanks,

Andy

 

  _____  

From: Andrew Pike [mailto:andy_pikey at hotmail.com] 
Sent: 20 August 2009 20:38
To: 'rt-users at lists.bestpractical.com'
Subject: mod_fastcgi problems

 

Hi,

 

I hope you can help.  I am running Gentoo and installed RT v3.6.7 via
emerge.  I have followed your instructions at
http://wiki.bestpractical.com/view/GentooInstallGuide and all seems to go
well until I:

 

cp /var/www/myrt/rt-3.6.1/etc/rt_apache2_fcgi.conf /etc/apache2/vhosts.d/

 

And then when I restart apache I receive the following error:

 

* apache2 has detected a syntax error in your configuration files:

Syntax error on line 3 of /etc/apache2/vhosts.d/rt_apache2_fcgi.conf:

Invalid command 'FastCgiIpcDir', perhaps misspelled or defined by a module
not included in the server configuration

 

If I run 'perl sbin/rt-test-dependencies --with-fastcgi' I get the following
output:

 

perl:

        >=5.8.3(5.008008)...found

users:

        rt group (rt)...found

        bin owner (rt)...found

        libs owner (rt)...found

        libs group (rt)...found

        web owner (apache)...found

        web group (apache)...found

CLI dependencies:

CORE dependencies:

FASTCGI dependencies:

MAILGATE dependencies:

MASON dependencies:

 

Everything was found.

 

 

Many thanks for your help.  Please advise if you would like to see the
contents of any other config file.

 

Cheers,

Andy

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From elacour at easter-eggs.com  Fri Aug 21 09:12:04 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 21 Aug 2009 15:12:04 +0200
Subject: [rt-users] FW: mod_fastcgi problems
In-Reply-To: <SNT109-DS23EFA2A4A61CC66F6F148AECFC0@phx.gbl>
References: <SNT109-DS23EFA2A4A61CC66F6F148AECFC0@phx.gbl>
Message-ID: <20090821131204.GK23430@easter-eggs.com>

On Fri, Aug 21, 2009 at 02:03:42PM +0100, Andrew Pike wrote:
> Hi,
> 
>  
> 
> Regarding the below email does anyone know why I am unable to start apache?
> It seems like the fastcgi module is not installed but RT seems to report
> that it is.  Does anyone know how I can check this on Gentoo?
> 


RT does not check if the module fastcgi is installed, it only checks if
the needed _perl_ support for fastcgi is installed.

For Gentoo, I cannot really help, but try to find a file named
*fastcgi.so in /usr.



From echatham at broadvox.com  Fri Aug 21 09:27:53 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Fri, 21 Aug 2009 09:27:53 -0400
Subject: [rt-users] Perl Books for RT
In-Reply-To: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAD/p/paJRRxEh0voFlON+rcBAAAAAA==@cedrat.com>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE779@CLEHBEXMS01.broadvox.local>
	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAD/p/paJRRxEh0voFlON+rcBAAAAAA==@cedrat.com>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE77C@CLEHBEXMS01.broadvox.local>

Thank you all for the input...I'm going to the bookstore this weekend.


CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From barnesaw at ucrwcu.rwc.uc.edu  Fri Aug 21 09:30:22 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 21 Aug 2009 09:30:22 -0400
Subject: [rt-users] Perl Books for RT
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE77C@CLEHBEXMS01.broadvox.local>
Message-ID: <C6B419AE.610F%barnesaw@ucrwcu.rwc.uc.edu>

Another option would be to see if you can convince work to pay for a Safari
books online subscription.  I have one through work and find it
indispensable.


On 8/21/09 9:27 AM, "Eric Chatham" <echatham at broadvox.com> wrote:

> Thank you all for the input...I'm going to the bookstore this weekend.
> 
> 
> CONFIDENTIAL.  This e-mail and any attached files are confidential and should
> be destroyed and/or returned if you are not the intended and proper recipient.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College




From elacour at easter-eggs.com  Fri Aug 21 09:39:09 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 21 Aug 2009 15:39:09 +0200
Subject: [rt-users] FW: mod_fastcgi problems
In-Reply-To: <SNT109-DS142920A07ABB80E24E027CECFC0@phx.gbl>
References: <SNT109-DS23EFA2A4A61CC66F6F148AECFC0@phx.gbl>
	<20090821131204.GK23430@easter-eggs.com>
	<SNT109-DS142920A07ABB80E24E027CECFC0@phx.gbl>
Message-ID: <20090821133908.GL23430@easter-eggs.com>

On Fri, Aug 21, 2009 at 02:30:38PM +0100, Andrew Pike wrote:
> 
> Hi Emmanuel,
> 
> Thanks for your help!  I feel a bit of a fool but I didn't install it!!  I
> didn't search Gentoo's package manager properly with the correct full name
> (emerge -v mod_fastcgi).
> 
> However, now when I start apache I get a different message, please see
> below.  Can I just disable this line referring to 'suexec2'?  I enabled it
> in my APACHE2_OPTS yesterday out of sheer desperation!
> 
> ==== ERROR ====
> * apache2 has detected a syntax error in your configuration files:
> Syntax error on line 7 of /etc/apache2/vhosts.d/rt_apache2_fcgi.conf:
> FastCgiWrapper: "/usr/sbin/suexec2" execute access for server (uid 81, gid
> 81) failed: stat(/usr/sbin/suexec2) failed: No such file or directory
> ===============
> 
> 



Well I personnaly never use suexec, but if you wan't to use it, as
fastcgi, check that it is installed and check the path (maybe not
/usr/sbin/suexec2).

Else, just follow fastcgi instructions in RT README file ;)




From ktm at rice.edu  Fri Aug 21 09:39:49 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 21 Aug 2009 08:39:49 -0500
Subject: [rt-users] On saving changes to a ticket edit page displayed
In-Reply-To: <4A8DF032.30900@cryologic.com>
References: <4A8DF032.30900@cryologic.com>
Message-ID: <20090821133949.GJ3776@it.is.rice.edu>

On Fri, Aug 21, 2009 at 10:54:10AM +1000, gordon at cryologic.com wrote:
> I know this has been mentioned before but I haven't been able to find in 
> the lists the reason for this small, possible inconsistency.
> 
> When you "Update" a ticket after adding a comment the modified ticket is 
> displayed.
> 
> When you "Save Changes" to a ticket, after modifying fields in the edit 
>   Basics page (for instance) the edit window remains displayed, rather 
> than returning to the ticket display page.
> 
> I am sure there is a logical reason for this, and am just trying to find 
> out what it is to provide our users with an explanation.
> 
> thanks
> Gordon

Hi Gordon,

One reason is that certain scip actions can be based on the settings
of particular fields. So you need to first set one field and then
another to produce the correct action. One field we have is whether
or not to send E-mail when a ticket is resolved. To have this work
you first need to set that field and then resolve the ticket.
Otherwise the mail is sent. That is one example but having to re-enter
the basics screen over and over would be clumsy at best.

Regards,
Ken


From andy_pikey at hotmail.com  Fri Aug 21 10:45:46 2009
From: andy_pikey at hotmail.com (Andrew Pike)
Date: Fri, 21 Aug 2009 15:45:46 +0100
Subject: [rt-users] Unable to see the Web UI - URL issues
Message-ID: <SNT109-DS2098F3F729E1E5BB4B13ADECFC0@phx.gbl>

Hi,

 

I've just finished installing RT and I think everything is working (just
needs configuring!).  For some reason I am unable to access via the URL (or
IP).  It navigates to a page displaying "It works!".  I think it is looking
in /var/www/localhost/htdocs/index.html but I don't know why!  Can anyone
help?

 

Many thanks,

Andy

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From testwreq at gmail.com  Fri Aug 21 11:01:50 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Fri, 21 Aug 2009 11:01:50 -0400
Subject: [rt-users] _default_ VirtualHost overlap on port 443,
	the first has precedence
Message-ID: <a0c34f0a0908210801h47f2a1fblf8914c90a90a9424@mail.gmail.com>

* I have managed to get it all set up and RT running OK with named virtual
host over http. However, I am having problems with getting them to work over
https. When I set a virtual host name, it always serves the first listed
domain. See settings below. https:firstone serves the correct folder, but
https:rt serves firstone's documents

my settings:

<VirtualHost *:443>

DocumentRoot "C:/Development/firstone"
ServerName firstone
ServerAdmin webmaster at localhost
ErrorLog logs/ssl/error.log
TransferLog logs/ssl/access.log

SSLEngine on.......etc
</VirtualHost>

<VirtualHost *:443>
       ServerName rt.hostname.com
       DocumentRoot /data/rt3/share/html
       AddDefaultCharset UTF-8
       PerlModule Apache::DBI
       PerlRequire /data/rt3/bin/webmux.pl
        <Location /NoAuth/images>
                SetHandler default
        </Location>
       ErrorLog logs/ssl_error_log
       TransferLog logs/ssl_access_log
       LogLevel warn
       <Directory />
          SSLRequireSSL
       </Directory>
        SSLEngine on
        SSLProtocol all -SSLv2
        SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
        SSLCertificateFile /etc/sslcertificate/server.crt
        SSLCertificateKeyFile /etc/sslcertificate/server.key
</VirtualHost>
while restarting apache I get a warning << _default_ VirtualHost overlap on
port 443, the first has precedence>>

Any suggestions???

Thanks in advance,
rq
*
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From curtisb at vianet.ca  Fri Aug 21 11:09:00 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Fri, 21 Aug 2009 11:09:00 -0400
Subject: [rt-users] _default_ VirtualHost overlap on port 443,
 the first has precedence
In-Reply-To: <a0c34f0a0908210801h47f2a1fblf8914c90a90a9424@mail.gmail.com>
References: <a0c34f0a0908210801h47f2a1fblf8914c90a90a9424@mail.gmail.com>
Message-ID: <4A8EB88C.5040908@vianet.ca>

Each SSL site pretty much needs to be on it's own IP address, the 
reasoning is the cert negotiation isn't name based header as apache 
would. The only other way would be to have them on different ports but 
then you'd have to specify the port when going to the site.

testwreq wreq wrote:
> *
> I have managed to get it all set up and RT running OK with named 
> virtual host over http. However, I am having problems with getting 
> them to work over https. When I set a virtual host name, it always 
> serves the first listed domain. See settings below. https:firstone 
> serves the correct folder, but https:rt serves firstone's documents
>
> my settings:
>
> <VirtualHost *:443>
>
> DocumentRoot "C:/Development/firstone"
> ServerName firstone
> ServerAdmin webmaster at localhost
> ErrorLog logs/ssl/error.log
> TransferLog logs/ssl/access.log
>
> SSLEngine on.......etc
> </VirtualHost>
>
> <VirtualHost *:443>
>        ServerName rt.hostname.com <http://rt.hostname.com>
>        DocumentRoot /data/rt3/share/html
>        AddDefaultCharset UTF-8
>        PerlModule Apache::DBI
>        PerlRequire /data/rt3/bin/webmux.pl
>         <Location /NoAuth/images>
>                 SetHandler default
>         </Location>
>        ErrorLog logs/ssl_error_log
>        TransferLog logs/ssl_access_log
>        LogLevel warn
>        <Directory />
>           SSLRequireSSL
>        </Directory>
>         SSLEngine on
>         SSLProtocol all -SSLv2
>         SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
>         SSLCertificateFile /etc/sslcertificate/server.crt
>         SSLCertificateKeyFile /etc/sslcertificate/server.key
> </VirtualHost>
> while restarting apache I get a warning << _default_ VirtualHost 
> overlap on port 443, the first has precedence>>
>  
> Any suggestions???
>
> Thanks in advance,
> rq
> *
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 testwreq at gmail.com  Fri Aug 21 11:13:55 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Fri, 21 Aug 2009 11:13:55 -0400
Subject: [rt-users] _default_ VirtualHost overlap on port 443,
	the first 	has precedence
In-Reply-To: <4A8EB88C.5040908@vianet.ca>
References: <a0c34f0a0908210801h47f2a1fblf8914c90a90a9424@mail.gmail.com>
	<4A8EB88C.5040908@vianet.ca>
Message-ID: <a0c34f0a0908210813y3e370e31vab24bda0ce1e7a72@mail.gmail.com>

Actually, I should have mentioned before that our rt installation is on a
different IP.

On Fri, Aug 21, 2009 at 11:09 AM, Curtis Bruneau <curtisb at vianet.ca> wrote:

> Each SSL site pretty much needs to be on it's own IP address, the reasoning
> is the cert negotiation isn't name based header as apache would. The only
> other way would be to have them on different ports but then you'd have to
> specify the port when going to the site.
>
> testwreq wreq wrote:
>
>> *
>> I have managed to get it all set up and RT running OK with named virtual
>> host over http. However, I am having problems with getting them to work over
>> https. When I set a virtual host name, it always serves the first listed
>> domain. See settings below. https:firstone serves the correct folder, but
>> https:rt serves firstone's documents
>>
>> my settings:
>>
>> <VirtualHost *:443>
>>
>> DocumentRoot "C:/Development/firstone"
>> ServerName firstone
>> ServerAdmin webmaster at localhost
>> ErrorLog logs/ssl/error.log
>> TransferLog logs/ssl/access.log
>>
>> SSLEngine on.......etc
>> </VirtualHost>
>>
>> <VirtualHost *:443>
>>       ServerName rt.hostname.com <http://rt.hostname.com>
>>       DocumentRoot /data/rt3/share/html
>>       AddDefaultCharset UTF-8
>>       PerlModule Apache::DBI
>>       PerlRequire /data/rt3/bin/webmux.pl
>>        <Location /NoAuth/images>
>>                SetHandler default
>>        </Location>
>>       ErrorLog logs/ssl_error_log
>>       TransferLog logs/ssl_access_log
>>       LogLevel warn
>>       <Directory />
>>          SSLRequireSSL
>>       </Directory>
>>        SSLEngine on
>>        SSLProtocol all -SSLv2
>>        SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
>>        SSLCertificateFile /etc/sslcertificate/server.crt
>>        SSLCertificateKeyFile /etc/sslcertificate/server.key
>> </VirtualHost>
>> while restarting apache I get a warning << _default_ VirtualHost overlap
>> on port 443, the first has precedence>>
>>  Any suggestions???
>>
>> Thanks in advance,
>> rq
>> *
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a
>> copy at http://rtbook.bestpractical.com
>>
>
>
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Aug 21 11:17:07 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 21 Aug 2009 11:17:07 -0400
Subject: [rt-users] _default_ VirtualHost overlap on port 443,
 the first  has precedence
In-Reply-To: <a0c34f0a0908210813y3e370e31vab24bda0ce1e7a72@mail.gmail.com>
Message-ID: <C6B432B3.611D%barnesaw@ucrwcu.rwc.uc.edu>

Try naming the virtual hosts.  *:443 means any domain that resolves to that
machine will get the first one, since it matches.

Curtis may also be right (never tried two https sites on the same box), but
try having the first one be <VirtualHost firstone:443> and the second one
<VirtualHost rt:443> and see if it works for you.



On 8/21/09 11:13 AM, "testwreq wreq" <testwreq at gmail.com> wrote:

> Actually, I should have mentioned before that our rt installation is on a
> different IP.
> 
> On Fri, Aug 21, 2009 at 11:09 AM, Curtis Bruneau <curtisb at vianet.ca> wrote:
>> Each SSL site pretty much needs to be on it's own IP address, the reasoning
>> is the cert negotiation isn't name based header as apache would. The only
>> other way would be to have them on different ports but then you'd have to
>> specify the port when going to the site.
>> 
>> testwreq wreq wrote:
>>> * 
>>> 
>>> I have managed to get it all set up and RT running OK with named virtual
>>> host over http. However, I am having problems with getting them to work over
>>> https. When I set a virtual host name, it always serves the first listed
>>> domain. See settings below. https:firstone serves the correct folder, but
>>> https:rt serves firstone's documents
>>> 
>>> my settings:
>>> 
>>> <VirtualHost *:443>
>>> 
>>> DocumentRoot "C:/Development/firstone"
>>> ServerName firstone
>>> ServerAdmin webmaster at localhost
>>> ErrorLog logs/ssl/error.log
>>> TransferLog logs/ssl/access.log
>>> 
>>> SSLEngine on.......etc
>>> </VirtualHost>
>>> 
>>> <VirtualHost *:443>
>>> ? ? ? ServerName rt.hostname.com <http://rt.hostname.com/>
>>> <http://rt.hostname.com <http://rt.hostname.com/> <http://rt.hostname.com
>>> &lt;http://rt.hostname.com/>  >
>>> 
>>> ? ? ? DocumentRoot /data/rt3/share/html
>>> ? ? ? AddDefaultCharset UTF-8
>>> ? ? ? PerlModule Apache::DBI
>>> ? ? ? PerlRequire /data/rt3/bin/webmux.pl
>>> ? ? ? ?<Location /NoAuth/images>
>>> ? ? ? ? ? ? ? ?SetHandler default
>>> ? ? ? ?</Location>
>>> ? ? ? ErrorLog logs/ssl_error_log
>>> ? ? ? TransferLog logs/ssl_access_log
>>> ? ? ? LogLevel warn
>>> ? ? ? <Directory />
>>> ? ? ? ? ?SSLRequireSSL
>>> ? ? ? </Directory>
>>> ? ? ? ?SSLEngine on
>>> ? ? ? ?SSLProtocol all -SSLv2
>>> ? ? ? ?SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
>>> ? ? ? ?SSLCertificateFile /etc/sslcertificate/server.crt
>>> ? ? ? ?SSLCertificateKeyFile /etc/sslcertificate/server.key
>>> </VirtualHost>
>>> while restarting apache I get a warning << _default_ VirtualHost overlap on
>>> port 443, the first has precedence>>
>>> ?Any suggestions???
>>> 
>>> Thanks in advance,
>>> rq
>>> *
>>> ------------------------------------------------------------------------
>>> 
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> 
>>> Community help: http://wiki.bestpractical.com
>>> <http://wiki.bestpractical.com/>
>>> Commercial support: 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://rtbook.bestpractical.com/>
>>> 
>>> 
>>> 
>>> 
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> 
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>> 
>>> 
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>> 
>>> -- 
>>> Drew Barnes
>>> Applications Analyst
>>> Network Resources Dept.
>>> Raymond Walters College

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From jpierce at cambridgeenergyalliance.org  Fri Aug 21 11:19:12 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 21 Aug 2009 11:19:12 -0400
Subject: [rt-users] On saving changes to a ticket edit page displayed
In-Reply-To: <20090821133949.GJ3776@it.is.rice.edu>
References: <4A8DF032.30900@cryologic.com>
	<20090821133949.GJ3776@it.is.rice.edu>
Message-ID: <be7163f0908210819r617b90edq3f8fcc1b2963c981@mail.gmail.com>

> One reason is that certain scip actions can be based on the settings
> of particular fields. So you need to first set one field and then
> another to produce the correct action. One field we have is whether
> or not to send E-mail when a ticket is resolved. To have this work
> you first need to set that field and then resolve the ticket.
> Otherwise the mail is sent. That is one example but having to re-enter
> the basics screen over and over would be clumsy at best.

It's not clear why this is a two step process, you can set
custom fields when replying to the ticket. If you do not
wish to reply or comment, you could still do this with Jumbo.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From testwreq at gmail.com  Fri Aug 21 11:25:06 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Fri, 21 Aug 2009 11:25:06 -0400
Subject: [rt-users] _default_ VirtualHost overlap on port 443,
	the first 	has precedence
In-Reply-To: <C6B432B3.611D%barnesaw@ucrwcu.rwc.uc.edu>
References: <a0c34f0a0908210813y3e370e31vab24bda0ce1e7a72@mail.gmail.com>
	<C6B432B3.611D%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <a0c34f0a0908210825h1380013fy301b6cbfa8db68fc@mail.gmail.com>

I tried <VirtualHost firstone:443> and the second one <Virtual Host rt:443>
but still https://rt.hostname.com goes to https;//firstone

While restarting apache, the warning message now was:
[Fri Aug 21 11:20:23 2009] [warn] VirtualHost firstname:443 overlaps with
VirtualHost rt.hostname.com:443, the first has precedence, perhaps you need
a NameVirtualHost directive

Not sure what NameVirtualHost directive is....
On Fri, Aug 21, 2009 at 11:17 AM, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>wrote:

> Try naming the virtual hosts.  *:443 means any domain that resolves to that
> machine will get the first one, since it matches.
>
> Curtis may also be right (never tried two https sites on the same box), but
> try having the first one be <VirtualHost firstone:443> and the second one
> <VirtualHost rt:443> and see if it works for you.
>
>
>
> On 8/21/09 11:13 AM, "testwreq wreq" <testwreq at gmail.com> wrote:
>
>  Actually, I should have mentioned before that our rt installation is on a
> different IP.
>
> On Fri, Aug 21, 2009 at 11:09 AM, Curtis Bruneau <curtisb at vianet.ca>
> wrote:
>
> Each SSL site pretty much needs to be on it's own IP address, the reasoning
> is the cert negotiation isn't name based header as apache would. The only
> other way would be to have them on different ports but then you'd have to
> specify the port when going to the site.
>
> testwreq wreq wrote:
>
> *
>
> I have managed to get it all set up and RT running OK with named virtual
> host over http. However, I am having problems with getting them to work over
> https. When I set a virtual host name, it always serves the first listed
> domain. See settings below. https:firstone serves the correct folder, but
> https:rt serves firstone's documents
>
> my settings:
>
> <VirtualHost *:443>
>
> DocumentRoot "C:/Development/firstone"
> ServerName firstone
> ServerAdmin webmaster at localhost
> ErrorLog logs/ssl/error.log
> TransferLog logs/ssl/access.log
>
> SSLEngine on.......etc
> </VirtualHost>
>
> <VirtualHost *:443>
>       ServerName rt.hostname.com <http://rt.hostname.com/><http://rt.hostname.com/> <http://rt.hostname.com
> <http://rt.hostname.com/><http://rt.hostname.com+%3chttp//rt.hostname.com/>>
>
>       DocumentRoot /data/rt3/share/html
>       AddDefaultCharset UTF-8
>       PerlModule Apache::DBI
>       PerlRequire /data/rt3/bin/webmux.pl
>        <Location /NoAuth/images>
>                SetHandler default
>        </Location>
>       ErrorLog logs/ssl_error_log
>       TransferLog logs/ssl_access_log
>       LogLevel warn
>       <Directory />
>          SSLRequireSSL
>       </Directory>
>        SSLEngine on
>        SSLProtocol all -SSLv2
>        SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
>        SSLCertificateFile /etc/sslcertificate/server.crt
>        SSLCertificateKeyFile /etc/sslcertificate/server.key
> </VirtualHost>
> while restarting apache I get a warning << _default_ VirtualHost overlap on
> port 443, the first has precedence>>
>  Any suggestions???
>
> Thanks in advance,
> rq
> *
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> <http://wiki.bestpractical.com/> <http://wiki.bestpractical.com/>
> Commercial support: 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://rtbook.bestpractical.com/><http://rtbook.bestpractical.com/>
>
>
>
> ------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> --
> Drew Barnes
> Applications Analyst
> Network Resources Dept.
> Raymond Walters College
>
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From jpierce at cambridgeenergyalliance.org  Fri Aug 21 11:24:18 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 21 Aug 2009 11:24:18 -0400
Subject: [rt-users] _default_ VirtualHost overlap on port 443,
	the first 	has precedence
In-Reply-To: <4A8EB88C.5040908@vianet.ca>
References: <a0c34f0a0908210801h47f2a1fblf8914c90a90a9424@mail.gmail.com> 
	<4A8EB88C.5040908@vianet.ca>
Message-ID: <be7163f0908210824t5163211bgfbd11cf10d83ea9d@mail.gmail.com>

On Fri, Aug 21, 2009 at 11:09, Curtis Bruneau<curtisb at vianet.ca> wrote:
> Each SSL site pretty much needs to be on it's own IP address, the
> reasoning is the cert negotiation isn't name based header as apache
> would. The only other way would be to have them on different ports but
> then you'd have to specify the port when going to the site.

In practice yes, but technically no. SNI allows https to do name-based
virtual hosts,
although mod_ssl (and older browsers) do not support it. For this reason we use
mod_gnutls. http://www.outoforder.cc/projects/apache/mod_gnutls/sni/
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From ktm at rice.edu  Fri Aug 21 11:34:23 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 21 Aug 2009 10:34:23 -0500
Subject: [rt-users] On saving changes to a ticket edit page displayed
In-Reply-To: <be7163f0908210819r617b90edq3f8fcc1b2963c981@mail.gmail.com>
References: <4A8DF032.30900@cryologic.com>
	<20090821133949.GJ3776@it.is.rice.edu>
	<be7163f0908210819r617b90edq3f8fcc1b2963c981@mail.gmail.com>
Message-ID: <20090821153423.GN3776@it.is.rice.edu>

On Fri, Aug 21, 2009 at 11:19:12AM -0400, Jerrad Pierce wrote:
> > One reason is that certain scip actions can be based on the settings
> > of particular fields. So you need to first set one field and then
> > another to produce the correct action. One field we have is whether
> > or not to send E-mail when a ticket is resolved. To have this work
> > you first need to set that field and then resolve the ticket.
> > Otherwise the mail is sent. That is one example but having to re-enter
> > the basics screen over and over would be clumsy at best.
> 
> It's not clear why this is a two step process, you can set
> custom fields when replying to the ticket. If you do not
> wish to reply or comment, you could still do this with Jumbo.

If the custom field is not set before the reply/resolve scrip
is executed, the notice still goes out. Then the CF value is
changed.

Ken


From jpierce at cambridgeenergyalliance.org  Fri Aug 21 11:35:56 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 21 Aug 2009 11:35:56 -0400
Subject: [rt-users] _default_ VirtualHost overlap on port 443,
	the first 	has precedence
In-Reply-To: <be7163f0908210824t5163211bgfbd11cf10d83ea9d@mail.gmail.com>
References: <a0c34f0a0908210801h47f2a1fblf8914c90a90a9424@mail.gmail.com> 
	<4A8EB88C.5040908@vianet.ca>
	<be7163f0908210824t5163211bgfbd11cf10d83ea9d@mail.gmail.com>
Message-ID: <be7163f0908210835r2ff59bo72e0dbb2d1c9af69@mail.gmail.com>

Hmm, actually it looks like Apache just picked up SNI a few months ago in 2.3

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Fri Aug 21 11:41:47 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 21 Aug 2009 11:41:47 -0400
Subject: [rt-users] On saving changes to a ticket edit page displayed
In-Reply-To: <20090821153423.GN3776@it.is.rice.edu>
References: <4A8DF032.30900@cryologic.com>
	<20090821133949.GJ3776@it.is.rice.edu> 
	<be7163f0908210819r617b90edq3f8fcc1b2963c981@mail.gmail.com> 
	<20090821153423.GN3776@it.is.rice.edu>
Message-ID: <be7163f0908210841p55f0303aq586d23279dee157a@mail.gmail.com>

Shouldn't you be able to check the transaction to see if the CF is being sent?
$Transaction->CustomFieldValues perhaps. It's not as simple as simply
checking the CF, but makes it a one-step process for the user.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From Jason.Doran at nuim.ie  Fri Aug 21 11:50:52 2009
From: Jason.Doran at nuim.ie (Jason Doran)
Date: Fri, 21 Aug 2009 16:50:52 +0100
Subject: [rt-users] _default_ VirtualHost overlap on port 443,
 the first 	has precedence
In-Reply-To: <be7163f0908210835r2ff59bo72e0dbb2d1c9af69@mail.gmail.com>
References: <a0c34f0a0908210801h47f2a1fblf8914c90a90a9424@mail.gmail.com>
	<4A8EB88C.5040908@vianet.ca>
	<be7163f0908210824t5163211bgfbd11cf10d83ea9d@mail.gmail.com>
	<be7163f0908210835r2ff59bo72e0dbb2d1c9af69@mail.gmail.com>
Message-ID: <C065C797-CBF6-4E1D-91AD-8EA47FFDF689@nuim.ie>

SNI looks interesting. We set up this using a SAN cert and info from http://blog.revolunet.com/index.php/reseau/administration/hosting-multiple-ssl-vhosts-on-a-single-ipportcertificate-with-apache2

Regards,
Jason

On 21 Aug 2009, at 16:35, Jerrad Pierce wrote:

> Hmm, actually it looks like Apache just picked up SNI a few months  
> ago in 2.3
>
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From fran at cis.uab.edu  Fri Aug 21 12:48:49 2009
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Fri, 21 Aug 2009 11:48:49 -0500
Subject: [rt-users] Contributed script: A time worked reporting tool
Message-ID: <4A8ECFF1.1010107@cis.uab.edu>


I've attached a script I've developed over the summer to help me produce 
time worked reports for my staff.  Its features are:

# FEATURES
#  - Produces a simple text report of the number of minutes worked per
#    person per ticket in a given datetime range for all tickets that
#    experienced > 0 minutes worked in that time period
#  - Allows user to specify one or more queues to include in the ticket
#    search
#  - Assumes start and end datetimes entered in local time and adjusts for
#    GMT which is RT's internal representation (but see --gmtime flag)
#  - Correctly calculates time one person puts onto another person's ticket
#  - Correctly calculates TimeWorked when directly updated via the Basics or
#    Jumbo ticket update page as well as when added to a comment or reply
#  - Optional --debug mode for verbose output
#  - Basic --help text display
#  - Uses RT's API (does not query database directly)

The script is pretty well documented so most questions should be 
answered within.  For usage, run "timeworked.pl --help".  There is one 
line within the script, the "use lib" line, that may need to be edited 
before it'll work for you - I've noted this in the script documentation.

I'd certainly like to get feedback on the script, to see if this is 
useful for others.  It also could use more validation/testing - I've 
been using and developing it for a while and I think it's doing pretty 
well now, but I only have so much data and so many scenarios to test 
against in my own RT install.  Also, in the interest of full disclosure, 
I should point out that it's my first RT API script.  :-)  Comments and 
suggestions very welcome.

Thanks,
Fran

-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653 

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From cassandra at bestpractical.com  Fri Aug 21 13:29:18 2009
From: cassandra at bestpractical.com (Cassandra Phillips-Sears)
Date: Fri, 21 Aug 2009 13:29:18 -0400
Subject: [rt-users] On saving changes to a ticket edit page displayed
In-Reply-To: <20090821133949.GJ3776@it.is.rice.edu>
References: <4A8DF032.30900@cryologic.com>
	<20090821133949.GJ3776@it.is.rice.edu>
Message-ID: <1CDAF808-2680-4572-9A27-CDAACB1B4F19@bestpractical.com>

On Aug 21, 2009, at 9:39 AM 8/21/09, Kenneth Marshall wrote:
> Hi Gordon,
>
> One reason is that certain scip actions can be based on the settings
> of particular fields. So you need to first set one field and then
> another to produce the correct action. One field we have is whether
> or not to send E-mail when a ticket is resolved. To have this work
> you first need to set that field and then resolve the ticket.
> Otherwise the mail is sent. That is one example but having to re-enter
> the basics screen over and over would be clumsy at best.

Yes: basically, it saves you a click.

A real-world example:
If you are in the comment screen on a ticket, say that the comment you  
want to leave on that ticket normally gets bcc'ed via email to the 4  
admin ccs's for that queue, whose emails are listed under scrips &  
recipients--but in this instance for some reason you want to notify  
only 1 admin cc with an email, so you click the checkboxes next to the  
other 3 people so they won't receive an email.

Clicking those boxes only marks their names, though; it does not save  
the fact that you marked their names. The "Save changes" button saves  
what you did--the other 3 admin cc's names would be listed as people  
who would not receive messages--and now you just scroll back up to the  
textbox and write in your comment (instead of having to reload the  
comment screen again from the main ticket page).

When you press "update" that comment will be sent and bcc'ed to that 1  
admin cc only, since that's what you'd saved in the previous step.

Please note that the next time you tried to comment on that ticket,  
your changes would still be in effect since they were saved, so you  
would have to check the boxes next to the other admin cc's names and  
press "save changes" again if you wanted to bcc to all 4 of them again.

--
Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com


From barnesaw at ucrwcu.rwc.uc.edu  Fri Aug 21 13:42:55 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 21 Aug 2009 13:42:55 -0400
Subject: [rt-users] Contributed script: A time worked reporting tool
In-Reply-To: <4A8ECFF1.1010107@cis.uab.edu>
Message-ID: <C6B454DF.612F%barnesaw@ucrwcu.rwc.uc.edu>

To second Fran, I have also been using this script in production for a while
now and have found it to be a good reporting tool for management.

We use it both on the command line, and with a wrapper to fit RT's look and
feel.  If needed, I would be happy to share that off list.



On 8/21/09 12:48 PM, "Fran Fabrizio" <fran at cis.uab.edu> wrote:

> 
> I've attached a script I've developed over the summer to help me produce
> time worked reports for my staff.  Its features are:
> 
> # FEATURES
> #  - Produces a simple text report of the number of minutes worked per
> #    person per ticket in a given datetime range for all tickets that
> #    experienced > 0 minutes worked in that time period
> #  - Allows user to specify one or more queues to include in the ticket
> #    search
> #  - Assumes start and end datetimes entered in local time and adjusts for
> #    GMT which is RT's internal representation (but see --gmtime flag)
> #  - Correctly calculates time one person puts onto another person's ticket
> #  - Correctly calculates TimeWorked when directly updated via the Basics or
> #    Jumbo ticket update page as well as when added to a comment or reply
> #  - Optional --debug mode for verbose output
> #  - Basic --help text display
> #  - Uses RT's API (does not query database directly)
> 
> The script is pretty well documented so most questions should be
> answered within.  For usage, run "timeworked.pl --help".  There is one
> line within the script, the "use lib" line, that may need to be edited
> before it'll work for you - I've noted this in the script documentation.
> 
> I'd certainly like to get feedback on the script, to see if this is
> useful for others.  It also could use more validation/testing - I've
> been using and developing it for a while and I think it's doing pretty
> well now, but I only have so much data and so many scenarios to test
> against in my own RT install.  Also, in the interest of full disclosure,
> I should point out that it's my first RT API script.  :-)  Comments and
> suggestions very welcome.
> 
> Thanks,
> Fran

-- 
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College




From kfcrocker at lbl.gov  Fri Aug 21 13:49:56 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 21 Aug 2009 10:49:56 -0700
Subject: [rt-users] Contributed script: A time worked reporting tool
In-Reply-To: <C6B454DF.612F%barnesaw@ucrwcu.rwc.uc.edu>
References: <C6B454DF.612F%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <4A8EDE44.9090906@lbl.gov>

Drew, Fran,

Is there anything unique to this scrip per RT version? In otherwords, 
will it work on 3.6.4 as well as 3.8.4?

Kenn
LBNL

On 8/21/2009 10:42 AM, Drew Barnes wrote:
> To second Fran, I have also been using this script in production for a while
> now and have found it to be a good reporting tool for management.
>
> We use it both on the command line, and with a wrapper to fit RT's look and
> feel.  If needed, I would be happy to share that off list.
>
>
>
> On 8/21/09 12:48 PM, "Fran Fabrizio" <fran at cis.uab.edu> wrote:
>
>   
>> I've attached a script I've developed over the summer to help me produce
>> time worked reports for my staff.  Its features are:
>>
>> # FEATURES
>> #  - Produces a simple text report of the number of minutes worked per
>> #    person per ticket in a given datetime range for all tickets that
>> #    experienced > 0 minutes worked in that time period
>> #  - Allows user to specify one or more queues to include in the ticket
>> #    search
>> #  - Assumes start and end datetimes entered in local time and adjusts for
>> #    GMT which is RT's internal representation (but see --gmtime flag)
>> #  - Correctly calculates time one person puts onto another person's ticket
>> #  - Correctly calculates TimeWorked when directly updated via the Basics or
>> #    Jumbo ticket update page as well as when added to a comment or reply
>> #  - Optional --debug mode for verbose output
>> #  - Basic --help text display
>> #  - Uses RT's API (does not query database directly)
>>
>> The script is pretty well documented so most questions should be
>> answered within.  For usage, run "timeworked.pl --help".  There is one
>> line within the script, the "use lib" line, that may need to be edited
>> before it'll work for you - I've noted this in the script documentation.
>>
>> I'd certainly like to get feedback on the script, to see if this is
>> useful for others.  It also could use more validation/testing - I've
>> been using and developing it for a while and I think it's doing pretty
>> well now, but I only have so much data and so many scenarios to test
>> against in my own RT install.  Also, in the interest of full disclosure,
>> I should point out that it's my first RT API script.  :-)  Comments and
>> suggestions very welcome.
>>
>> Thanks,
>> Fran
>>     
>
>   
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From diona at knowmad.com  Fri Aug 21 13:54:28 2009
From: diona at knowmad.com (Diona Kidd)
Date: Fri, 21 Aug 2009 13:54:28 -0400
Subject: [rt-users] Contributed script: A time worked reporting tool
In-Reply-To: <C6B454DF.612F%barnesaw@ucrwcu.rwc.uc.edu>
References: <4A8ECFF1.1010107@cis.uab.edu>
	<C6B454DF.612F%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <860f763b0908211054o59bc8eecl13028f65aa8827c3@mail.gmail.com>

Drew, I'm interested in viewing your work. Could you catch up with me off
list and share what you've done?

Thanks,

Diona
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From allen+rtlist at crystalfontz.com  Fri Aug 21 14:24:10 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Fri, 21 Aug 2009 11:24:10 -0700
Subject: [rt-users] Contributed script: A time worked reporting tool
Message-ID: <885d981e0908211124r3237651bs6166f7d95c1e628@mail.gmail.com>

> I've attached a script I've developed over the summer to help me produce
> time worked reports for my staff.

Thanks for this. It's very nice.

It did put out a warning on my system, though:
[Fri Aug 21 18:30:08 2009] [warning]: Use of uninitialized value in
string eq at ./rt-timeworked.pl line 273. (./rt-timeworked.pl:273)

Looks like this line:  if (($tr->TimeTaken != 0) || ($tr->Field eq
'TimeWorked')) {

Thank you!

A


From testwreq at gmail.com  Fri Aug 21 14:27:11 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Fri, 21 Aug 2009 14:27:11 -0400
Subject: [rt-users] rt on ssl
Message-ID: <a0c34f0a0908211127r6a2b713ev909149fe6eb82b32@mail.gmail.com>

Our RT using virtual host on http (http://rt.domainname.com)worked fine. I
moved RT over to httpd (https://rt.domainname.com)
and<https://rt.domainname.com)%20and/>got the below message:
You're almost there! You haven't yet configured your webserver to run RT.
You appear to have installed RT's web interface correctly, but haven't yet
configured your web server to "run" the RT server which powers the web
interface. The next step is to edit your webserver's configuration file to
instruct it to use RT's *mod_perl*, *FastCGI* or *SpeedyCGI* handler. If you
need commercial support, please contact us at sales at bestpractical.com.

Any clues? am I missing anything in any configuration file? Below is my
ssl.conf configuration:

<VirtualHost *:443>
       ServerName rt2.domainname.com
       DocumentRoot /data/rt3/share/html
       AddDefaultCharset UTF-8
       PerlModule Apache::DBI
       PerlRequire /data/rt3/bin/webmux.pl
        <Location /NoAuth/images>
                SetHandler default
        </Location>
       ErrorLog logs/ssl_error_log
       TransferLog logs/ssl_access_log
       LogLevel warn
       <Directory />
          SSLRequireSSL
       </Directory>
        SSLEngine on
        SSLProtocol all -SSLv2
        SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
        SSLCertificateFile /etc/sslcertificate/server.crt
        SSLCertificateKeyFile /etc/sslcertificate/server.key
</VirtualHost>
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From fran at cis.uab.edu  Fri Aug 21 15:28:25 2009
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Fri, 21 Aug 2009 14:28:25 -0500
Subject: [rt-users] Contributed script: A time worked reporting tool
In-Reply-To: <4A8EDE44.9090906@lbl.gov>
References: <C6B454DF.612F%barnesaw@ucrwcu.rwc.uc.edu>
	<4A8EDE44.9090906@lbl.gov>
Message-ID: <4A8EF559.9070700@cis.uab.edu>


Ken>  I didn't test on earlier versions, but I suspect that it's pretty 
safe throughout the 3.x series, because the only things it really 
depends on are a few fields in the Transactions table that I think have 
all been around a long time (OldValue, NewValue, TimeTaken, ObjectID, 
etc...) and things from the Ticket object that have been around even 
longer (OwnerID, etc...)  Maybe one of the developers can comment about 
how far back you'd have to go before one of those isn't around.

Allen>  I'll work with you off-list to patch up the warning you are 
seeing, thanks for reporting.

Drew>  I'd like to see what you've done to integrate it into the RT 
interface - can you share that off-list with me?

Thanks all,
Fran

Ken Crocker wrote:
> Drew, Fran,
>
> Is there anything unique to this scrip per RT version? In otherwords, 
> will it work on 3.6.4 as well as 3.8.4?
>
> Kenn
> LBNL
>
> On 8/21/2009 10:42 AM, Drew Barnes wrote:
>> To second Fran, I have also been using this script in production for a while
>> now and have found it to be a good reporting tool for management.
>>
>> We use it both on the command line, and with a wrapper to fit RT's look and
>> feel.  If needed, I would be happy to share that off list.
>>
>>
>>
>> On 8/21/09 12:48 PM, "Fran Fabrizio" <fran at cis.uab.edu> wrote:
>>
>>   
>>> I've attached a script I've developed over the summer to help me produce
>>> time worked reports for my staff.  Its features are:
>>>
>>> # FEATURES
>>> #  - Produces a simple text report of the number of minutes worked per
>>> #    person per ticket in a given datetime range for all tickets that
>>> #    experienced > 0 minutes worked in that time period
>>> #  - Allows user to specify one or more queues to include in the ticket
>>> #    search
>>> #  - Assumes start and end datetimes entered in local time and adjusts for
>>> #    GMT which is RT's internal representation (but see --gmtime flag)
>>> #  - Correctly calculates time one person puts onto another person's ticket
>>> #  - Correctly calculates TimeWorked when directly updated via the Basics or
>>> #    Jumbo ticket update page as well as when added to a comment or reply
>>> #  - Optional --debug mode for verbose output
>>> #  - Basic --help text display
>>> #  - Uses RT's API (does not query database directly)
>>>
>>> The script is pretty well documented so most questions should be
>>> answered within.  For usage, run "timeworked.pl --help".  There is one
>>> line within the script, the "use lib" line, that may need to be edited
>>> before it'll work for you - I've noted this in the script documentation.
>>>
>>> I'd certainly like to get feedback on the script, to see if this is
>>> useful for others.  It also could use more validation/testing - I've
>>> been using and developing it for a while and I think it's doing pretty
>>> well now, but I only have so much data and so many scenarios to test
>>> against in my own RT install.  Also, in the interest of full disclosure,
>>> I should point out that it's my first RT API script.  :-)  Comments and
>>> suggestions very welcome.
>>>
>>> Thanks,
>>> Fran
>>>     
>>
>>   


-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653 



From echatham at broadvox.com  Fri Aug 21 15:33:39 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Fri, 21 Aug 2009 15:33:39 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE771@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE769@CLEHBEXMS01.broadvox.local>
	<C6B2DE47.5E84%barnesaw@ucrwcu.rwc.uc.edu>
	<4ABA3E162F60624A949503A7F960245EB18A6BE770@CLEHBEXMS01.broadvox.local>
	<be7163f0908200930v2bd90ba4jd2e58c6eb7852a64@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB18A6BE771@CLEHBEXMS01.broadvox.local>
Message-ID: <4ABA3E162F60624A949503A7F960245EB18A6BE784@CLEHBEXMS01.broadvox.local>



>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>bounces at lists.bestpractical.com] On Behalf Of Eric Chatham
>Sent: Thursday, August 20, 2009 12:37
>To: 'Jerrad Pierce'
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Inbound E-mail to server
>
>On Thursday, August 20, 2009 12:30, Jerrad Pierce wrote,
>
>>>> Try changing your subject line to [$Organization #ticket_id]
>
>>> No go.  I even tried $rtname.
>
>> Just to be clear, you're using the value assigned to these variable
>> sin your site config,
>> and not the literal strings '$rtname', correct? And a ticket with the
>> ID you're using
>> already exists? And the account you're emailing form has the necessary
>> ACLs to write
>> to the ticket?

I created a file called "mail" and tried sending it to the rt-mailgateway but I receive an e-mail "error."

COMMAND:
cat mail | /opt/rt3/bin/rt-mailgate --queue MIS --action comment --url http://clehbrtrckr01.broadvox.local

MAIL Message:
-------------------------------
FROM: root at server.domain.local
TO: root at server.domain.local
Subject: [MIS #9] A test

Test
-------------------------------


ERROR E-mail Message from the server:
-------------------------------
FROM: root at server.domain.local
TO: root at server.domain.local
Subject: Could not load a valid user

RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email.
-------------------------------

I'm guessing that root at server.domain.local is not the same as RTUSER, root.

Eric.

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From testwreq at gmail.com  Fri Aug 21 15:37:50 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Fri, 21 Aug 2009 15:37:50 -0400
Subject: [rt-users] This transaction appears to have no content
Message-ID: <a0c34f0a0908211237r44a710c5i3ba3a05a53ac1488@mail.gmail.com>

RT guru's: when an ownership changes or when the ticket has no comment, the
ticket content produces  a message
"This transaction appears to have no content"

We would like to change this default message to "This transaction has been
updated. Please see above the changes"

Any suggestion on how I can accomplish this?

Thanks in advance, rq.
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From johnathan.bell at baker.edu  Fri Aug 21 15:45:58 2009
From: johnathan.bell at baker.edu (Johnathan Bell)
Date: Fri, 21 Aug 2009 15:45:58 -0400
Subject: [rt-users] Viewing user profiles without modification rights?
In-Reply-To: <be7163f0908061101l2e0b35a1ybda03fd70e1beea2@mail.gmail.com>
References: <C4D8108B-4258-4AE9-BC95-5E0F6852DBB5@baker.edu>
	<be7163f0907090638v713d80ecj125488e1ced5f3a8@mail.gmail.com>
	<28F4F2AF-A8AB-4B04-8BA4-E0A0B2CC8785@baker.edu>
	<be7163f0907101253i31fec49do534cddbc49bc4b97@mail.gmail.com>
	<D23D0075-6553-418B-B06E-2480196E09CE@baker.edu>
	<be7163f0908061101l2e0b35a1ybda03fd70e1beea2@mail.gmail.com>
Message-ID: <D8D107C2-18EA-4601-97F1-93534106A9BE@baker.edu>

I figured it out. It may not be the "cleanest", but it works...

I have an overlaid version of "Ticket/Elements/ShowRequestor", below  
are my modificaitons (in the order that they are in the file):

Change this:
next if $requestor->Privileged;

To this:
#next if $requestor->Privileged;

Change this:
title_href => $has_right_adminusers? RT->Config->Get('WebPath')."/ 
Admin/Users/Modify.html?id=".$requestor->id: undef,

To this:
title_href => RT->Config->Get('WebPath')."/Admin/Users/Modify.html? 
id=".$requestor->id,

Add this:
<&|/l&>User Profile</&>:<br/>

% my $requestorP = RT::User->new($RT::SystemUser);
% $requestorP->Load($requestor->id);
% my @items = (
%# Change "etc" to whatever makes sense for your org.
%   ["etc",      $requestorP->Organization],
%   ["etc",      $requestorP->WorkPhone],
%   ["etc",     $requestorP->City],
%   ["etc", $requestorP->Address2] );

<ul>
% foreach my $item ( @items ) {
%   if ( ${$item}[1] ne "" ) {
       <li><% ${$item}[0] %>: <% ${$item}[1] %></li>
%   }
% }
</ul>

Wherever you want in the profile (I do just before "<&|/l&>Groups this  
user belongs to</&>")

Thanks,
Johnathan


On Aug 6, 2009, at 2:01 PM, Jerrad Pierce wrote:

> On Mon, Jul 27, 2009 at 08:57, Johnathan  
> Bell<johnathan.bell at baker.edu> wrote:
>> Actually, no, the modify user page produces an error... the page  
>> actually
>> doesn't say anything, (except for the page footer text of "Time to  
>> display:
>> x.xxxxxxx" and "RT 3.8.4 Copyright 1996-2009 Best Practical blah blah
>> blah"... the long itself says nothing either.
>
> Apparently you also need ShowConfigTab
>
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.

--
Johnathan Bell
Internet System Administrator, Baker College

Office Hours: 7A - 4P Eastern, M-F



From change+lists.rt at nightwind.net  Fri Aug 21 15:50:53 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Fri, 21 Aug 2009 12:50:53 -0700
Subject: [rt-users] This transaction appears to have no content
In-Reply-To: <a0c34f0a0908211237r44a710c5i3ba3a05a53ac1488@mail.gmail.com>
References: <a0c34f0a0908211237r44a710c5i3ba3a05a53ac1488@mail.gmail.com>
Message-ID: <1250884253.28734.1331008049@webmail.messagingengine.com>

On Fri, 21 Aug 2009 15:37:50 -0400, "testwreq wreq" <testwreq at gmail.com>
said:
> RT guru's: when an ownership changes or when the ticket has no comment,
> the ticket content produces  a message
> "This transaction appears to have no content"
> 
> We would like to change this default message to "This transaction has
> been updated. Please see above the changes"
> 
> Any suggestion on how I can accomplish this?

Search for "$content = $self->loc('This transaction appears to have no
content');" in /lib/RT/Transaction_Overlay.pm and edit the text to your
liking.


From barnesaw at ucrwcu.rwc.uc.edu  Fri Aug 21 16:03:02 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 21 Aug 2009 16:03:02 -0400
Subject: [rt-users] This transaction appears to have no content
In-Reply-To: <a0c34f0a0908211237r44a710c5i3ba3a05a53ac1488@mail.gmail.com>
Message-ID: <C6B475B6.6141%barnesaw@ucrwcu.rwc.uc.edu>

Create a template and use that to say whatever you wish.  I can give you an
example of our owner change template when I have better access to our
system.


On 8/21/09 3:37 PM, "testwreq wreq" <testwreq at gmail.com> wrote:

> RT guru's: when an ownership changes or when the ticket has no comment, the
> ticket content produces? a message
> ?
> "This transaction appears to have no content"
> ?
> We would like to change this default message to "This transaction has been
> updated. Please see above the changes"
> ?
> Any suggestion on how?I can accomplish this?
> ?
> Thanks in advance, rq.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> -- 
> Drew Barnes
> Applications Analyst
> Network Resources Dept.
> Raymond Walters College

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From sturner at MIT.EDU  Fri Aug 21 16:14:04 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 21 Aug 2009 16:14:04 -0400
Subject: [rt-users] This transaction appears to have no content
In-Reply-To: <a0c34f0a0908211237r44a710c5i3ba3a05a53ac1488@mail.gmail.com>
References: <a0c34f0a0908211237r44a710c5i3ba3a05a53ac1488@mail.gmail.com>
Message-ID: <op.uy03tqmo5pzi6r@mellotron.mit.edu>

On Fri, 21 Aug 2009 15:37:50 -0400, testwreq wreq <testwreq at gmail.com>  
wrote:

> RT guru's: when an ownership changes or when the ticket has no comment,  
> the ticket content produces  a message
>
> "This transaction appears to have no content"
>
> We would like to change this default message to "This transaction has  
> been updated. Please see above the changes"
>
> Any suggestion on how I can accomplish this?
>
> Thanks in advance, rq.

That message is coming from code in a template, something like this:

{$Transaction->Content()}

So you could modify the template code to read:

{
my $out = "";
if ($Transaction->Content() eq 'This transaction appears to have no  
content') {
    $out = 'This transaction has been updated. Please see above the changes'
} else {
    $out = $Transaction->Content();
}
$out;
}

or more simply

{$Transaction->Content() eq 'This transaction appears to have no content' ?
   'This transaction has been updated. Please see above the changes' :
   $Transaction->Content();
}

Haven't tested the code so there may be typos, but the general idea should  
work.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From jpierce at cambridgeenergyalliance.org  Fri Aug 21 16:26:35 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 21 Aug 2009 16:26:35 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE784@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE769@CLEHBEXMS01.broadvox.local>
	<C6B2DE47.5E84%barnesaw@ucrwcu.rwc.uc.edu>
	<4ABA3E162F60624A949503A7F960245EB18A6BE770@CLEHBEXMS01.broadvox.local>
	<be7163f0908200930v2bd90ba4jd2e58c6eb7852a64@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB18A6BE771@CLEHBEXMS01.broadvox.local>
	<4ABA3E162F60624A949503A7F960245EB18A6BE784@CLEHBEXMS01.broadvox.local>
Message-ID: <be7163f0908211326u19806486y82e2235e7c25944d@mail.gmail.com>

> RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email.
> -------------------------------
>
> I'm guessing that root at server.domain.local is not the same as RTUSER, root.

Not unless you've told RT that this is the email address for the root user,
by editing root's profile. The rest of the message is saying what you're trying
to debug, you're not allowing Unprivileged users (or Everyone) to create tickets
in whichever queue contains ticket 8 (or your general queue).

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Fri Aug 21 16:28:28 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 21 Aug 2009 16:28:28 -0400
Subject: [rt-users] Ticket display omits message body
In-Reply-To: <be7163f0908201449v5863e5as1fa56fedbd1cc860@mail.gmail.com>
References: <be7163f0908201449v5863e5as1fa56fedbd1cc860@mail.gmail.com>
Message-ID: <be7163f0908211328n1e04f97bl6b992aa0e3d32035@mail.gmail.com>

Got it, a combination of HideTransaction, and creating the ticket as
$RT::SystemUser...


Now more featureful http://wiki.bestpractical.com/view/DivideTicketIntoSubtasks
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From kfcrocker at lbl.gov  Fri Aug 21 17:56:37 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 21 Aug 2009 14:56:37 -0700
Subject: [rt-users] HELP with RT API
Message-ID: <4A8F1815.2040205@lbl.gov>

To all,

I'm in a mess trying to figure out why RT:API will NOT put dates in the 
Ticket record when I read an input file.

The dates are formatted as "yyyy-mm-dd 0:00:00". I get no errors in the log.
The Date fields "Created", "Started", "Resolved" get nada and the field 
"LastUpdated" get current date, not the data I'm trying to put in it.

This is the code:

#------------------------------------------------------------------------------
#    process all requests into tickets
#------------------------------------------------------------------------------
sub     Read_Temp_File
{
    my ( $fh ) = @_;
 
    my
    (
        $in,
        $objectId
    );
 
    while ( $in = <$fh> )
    {
        chomp $in;
        $objectId = New_Ticket( $in );    #ObjectId = Ticket.id
    }
}
 
#------------------------------------------------------------------------------
#    create Ticket for one request
#------------------------------------------------------------------------------
sub     New_Ticket
{
    my ( $in ) = @_;
 
    my
    (
        $ticket,
        $mimeObj,
        $ticketid,
        $transaction_object,
        $err,
        $rc,
        $NUMBER,
        $DATE_OPENED,
        $DATE_RESOLVED,
        $REQUEST_TYPE,
        $SYSTEM_AREA,
        $ISSUE_DESCRIPTION,
        $RESOLUTION,
#        @parts,
#        $new_date,
        %ticket_vals
    );
 
 
    (  $NUMBER, $DATE_OPENED, $DATE_RESOLVED, $REQUEST_TYPE, 
$SYSTEM_AREA, $ISSUE_DESCRIPTION, $RESOLUTION ) = split( "\t", $in );
   #your field names for your data
    $ticket = RT::Ticket->new( $RT::SystemUser );
    $mimeObj = MIME::Entity->build(Data => $ISSUE_DESCRIPTION, Type => 
'text/plain');    #whatever field has descr
 
#------------------------------------------------------------------------------
#         re-format date fields in a ticket
#------------------------------------------------------------------------------
#
#    if  ( $DATE_OPENED )
#        {
#         @parts = split(/[\/-]/, $DATE_OPENED);
#         my $new_date = RT::Date->new($RT::SystemUser);
#         $new_date = sprintf("%d-%02d-%02d 0:00:00", $parts[2] + 2000, 
$parts[0], $parts[1]);
#         $DATE_OPENED = $new_date->ISO;
#         $DATE_OPENED->Set(Format=>'unix', Value=>$new_date);
#         $DATE_OPENED = $new_date;
#        }
#    print "Opened Date - ", $DATE_OPENED, '  ';  #debug
#
#    if  ( $DATE_RESOLVED )
#        {
#         @parts = split(/[\/-]/, $DATE_RESOLVED);
#         my $new_date = RT::Date->new($RT::SystemUser);
#         $new_date = sprintf("%d-%02d-%02d 0:00:00", $parts[2] + 2000, 
$parts[0], $parts[1]);
#         $DATE_RESOLVED = $new_date->ISO;
#         $DATE_RESOLVED->Set(Format=>'unix', Value=>$new_date);
#         $DATE_RESOLVED = $new_date;
#        }
#
#    print "Resolved Date - ", $DATE_RESOLVED, '  ';  #debug
#
#------------------------------------------------------------------------------
#         build ticket values
#------------------------------------------------------------------------------
#
    %ticket_vals =
    (
        Subject => $ISSUE_DESCRIPTION,
        MIMEObj => $mimeObj,
        Creator => 4233,   #API bug won't look up corresponding id for name
        Owner => 4233,
        Requestor => 4233,
        Queue => 14,
        Priority => 3,
        InitialPriority => 3,
        FinalPriority => 3,
        Created => $DATE_OPENED,
        Started => $DATE_OPENED,
        LateUpdated => $DATE_RESOLVED,
        Resolved => $DATE_RESOLVED,
        Status => ( "resolved" )
    );
 
    ( $ticketid, $transaction_object, $err ) = $ticket->Create( 
%ticket_vals );
    print "New_Ticket request=", $NUMBER, " $err \n";  #debug
    die "New_Ticket Error: $err \n"   unless $ticketid;
 
    ( $rc, $err ) = $ticket->AddCustomFieldValue( Field => 
'Description', Value => $ISSUE_DESCRIPTION );
    ( $rc, $err ) = $ticket->AddCustomFieldValue( Field => 'Reference 
Number', Value => $NUMBER );
    ( $rc, $err ) = $ticket->AddCustomFieldValue( Field => 'Travel-Area 
of System', Value => $SYSTEM_AREA );
    ( $rc, $err ) = $ticket->AddCustomFieldValue( Field => 'Work-State', 
Value => "Resolved" );
    ( $rc, $err ) = $ticket->AddCustomFieldValue( Field => 'Resolution 
Type', Value => $REQUEST_TYPE );
    ( $rc, $err ) = $ticket->AddCustomFieldValue( Field => 'Resolution 
Description', Value => $RESOLUTION );
 
 
    return $ticketid;     #Ticket.id
}
 
#
#------------------------------------------------------------------------------
#   main
#------------------------------------------------------------------------------
my
(
    $fh,
    $fname
);
 
RT::LoadConfig();
RT::Init();
 
$fname = '/var/tmp/rt-travel-data.txt.20090817.001.12rec';     #your 
input file name here
$fh = IO::File->new( "$fname" )   or die "cannot open $fname $!\n";
Read_Temp_File( $fh );
$fh->close();

I can't, for the life of me, see the problem. Of course, you can see by 
the "Date Re-formatting" code that is commented out, that I just may not 
know what the hell I am doing.

Can anyone PLEASE help me?

Thanks.

Kenn
LBNL


From allen at crystalfontz.com  Fri Aug 21 19:33:23 2009
From: allen at crystalfontz.com (Allen Lee)
Date: Fri, 21 Aug 2009 16:33:23 -0700
Subject: [rt-users] Contributed script: A time worked reporting tool
In-Reply-To: <4A8EFF08.3030601@cis.uab.edu>
References: <885d981e0908211124r3237651bs6166f7d95c1e628@mail.gmail.com>
	<4A8EF5C4.7010707@cis.uab.edu>
	<885d981e0908211250m7c446342md7f2d8a156a53873@mail.gmail.com>
	<4A8EFF08.3030601@cis.uab.edu>
Message-ID: <885d981e0908211633w5b959e1bmefb0fb57b0427b80@mail.gmail.com>

$ perl -e 'use lib "/usr/share/request-tracker3.8/lib"; use
RT::Transaction; print $RT::VERSION'
3.8.4

I think you are right that the warning is due to comparing string
against what is in the DB as NULL.

This fixed it for me:

Line 273:

- if (($tr->TimeTaken != 0) || ($tr->Field eq 'TimeWorked')) {
+ if (($tr->TimeTaken != 0) || ($tr->Field && $tr->Field eq 'TimeWorked')) {


Thank you again!


Allen Lee
Crystalfontz America, Incorporated
12412 East Saltese Avenue
Spokane Valley, WA 99216-0357
Twitter @Crystalfontz allen at crystalfontz.com http://www.crystalfontz.com
voice (509) 892-1200 fax (509) 892-1203 US toll-free (888) 206-9720



On Fri, Aug 21, 2009 at 1:09 PM, Fran Fabrizio<fran at cis.uab.edu> wrote:
>
> Ok so it is complaining about an uninitialized value in the eq comparison
> $tr->Field eq "TimeWorked". ?Some transactions have NULL in the Field field
> in the database. ?The question is when there is NULL in the database, what
> does RT::Transaction object return? ?Maybe it's trying undef eq "TimeWorked"
> and throwing the warning. ?The question is, why don't I see those? ?What
> version of RT.pm are you using?
>
> What does:
>
> ?perl -e 'use lib "/usr/local/rt/lib"; use RT::Transaction; print
> $RT::VERSION'
>
> show? ?(Of course, updating the /usr/local/rt/lib path).
>
> Maybe (off the wall, but....) an older version of the RT::Transaction
> returns undef when NULL is read from the database, but the one I am using
> (3.8.2) returns '' or something?
>
> Allen Lee wrote:
>>
>> Hi,
>>
>> The script still worked fine.
>>
>> It looked like it was throwing that warning for every iteration of the
>> loop. Below, it finds 1 tickets with Time Worked filled in, but more
>> than 24 warnings are thrown:
>>
>> # rt-timeworked.pl --startdate 2009-08-15 --enddate "2009-08-22" --queues
>> testy
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>> [Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
>> string eq at /usr/sbin/rt-timeworked.pl line 273.
>> (/usr/sbin/rt-timeworked.pl:273)
>>
>>
>> ***** TIME WORKED REPORT FOR PERIOD 2009-08-15 TO 2009-08-22 *****
>>
>> PERSON: allen
>> ?MINUTES ? ?HOURS ?TICKET
>> ? ? ?12 ? ? ?0.2 ?11261:
>> -------- -------- ?TOTALS
>> ? ? ?12 ? ? ?0.2
>>
>>
>> for that ticket found above (the only ticket in that "testy" queue),
>> these are the rows in the Transactions table for it:
>>
>> mysql> select * from Transactions where ObjectId = 11261 and
>> ObjectType = 'RT::Ticket'\G
>> *************************** 1. row ***************************
>> ? ? ? ? ? id: 137323
>> ? ObjectType: RT::Ticket
>> ? ? ObjectId: 11261
>> ? ?TimeTaken: 0
>> ? ? ? ? Type: Create
>> ? ? ? ?Field: NULL
>> ? ? OldValue: NULL
>> ? ? NewValue: NULL
>> ReferenceType: NULL
>> ?OldReference: NULL
>> ?NewReference: NULL
>> ? ? ? ? Data: NULL
>> ? ? ?Creator: 22
>> ? ? ?Created: 2009-08-21 19:53:48
>> *************************** 2. row ***************************
>> ? ? ? ? ? id: 137324
>> ? ObjectType: RT::Ticket
>> ? ? ObjectId: 11261
>> ? ?TimeTaken: 0
>> ? ? ? ? Type: EmailRecord
>> ? ? ? ?Field: NULL
>> ? ? OldValue: NULL
>> ? ? NewValue: NULL
>> ReferenceType: NULL
>> ?OldReference: NULL
>> ?NewReference: NULL
>> ? ? ? ? Data: <rt-3.8.4-12525-1250884428-729.11261-3-0 at crystalfontz.com>
>> ? ? ?Creator: 1
>> ? ? ?Created: 2009-08-21 19:53:48
>> *************************** 3. row ***************************
>> ? ? ? ? ? id: 137325
>> ? ObjectType: RT::Ticket
>> ? ? ObjectId: 11261
>> ? ?TimeTaken: 0
>> ? ? ? ? Type: Set
>> ? ? ? ?Field: TimeWorked
>> ? ? OldValue: 0
>> ? ? NewValue: 12
>> ReferenceType: NULL
>> ?OldReference: NULL
>> ?NewReference: NULL
>> ? ? ? ? Data: NULL
>> ? ? ?Creator: 22
>> ? ? ?Created: 2009-08-21 19:54:06
>> 3 rows in set (0.00 sec)
>>
>>
>> I put only 1 time entry for that ticket in the "Basics" screen.
>>
>> Is this the info you are looking for?
>>
>>
>> Allen Lee
>> Crystalfontz America, Incorporated
>> 12412 East Saltese Avenue
>> Spokane Valley, WA 99216-0357
>> Twitter @Crystalfontz allen at crystalfontz.com http://www.crystalfontz.com
>> voice (509) 892-1200 fax (509) 892-1203 US toll-free (888) 206-9720
>>
>>
>> On Fri, Aug 21, 2009 at 12:30 PM, Fran Fabrizio <fran at cis.uab.edu> wrote:
>>
>>>
>>> Did the script still work for you or did it produce garbage?
>>>
>>> This is a bit of a weird line to throw that warning, because it might
>>> mean that the Transaction object doesn't have a TimeTaken field. ?What
>>> version are you on, and can you poke your head into your database and see
>>> what the schema looks like for the transaction table?
>>>
>>> Thanks,
>>> Fran
>>>
>>> Allen wrote:
>>>
>>>>>
>>>>> I've attached a script I've developed over the summer to help me
>>>>> produce
>>>>> time worked reports for my staff.
>>>>>
>>>>>
>>>>
>>>> Thanks for this. It's very nice.
>>>>
>>>> It did put out a warning on my system, though:
>>>> [Fri Aug 21 18:30:08 2009] [warning]: Use of uninitialized value in
>>>> string eq at ./rt-timeworked.pl line 273. (./rt-timeworked.pl:273)
>>>>
>>>> Looks like this line: ?if (($tr->TimeTaken != 0) || ($tr->Field eq
>>>> 'TimeWorked')) {
>>>>
>>>> Thank you!
>>>>
>>>> A
>>>>
>>>>
>
>
> --
> Fran Fabrizio
> Senior Systems Analyst
> Department of Computer and Information Sciences
> University of Alabama at Birmingham
> http://www.cis.uab.edu/
> 205.934.0653
>


From andy_pikey at hotmail.com  Sat Aug 22 11:03:41 2009
From: andy_pikey at hotmail.com (Andrew Pike)
Date: Sat, 22 Aug 2009 16:03:41 +0100
Subject: [rt-users] 403 Forbidden
Message-ID: <SNT109-DS209119D45826B3EAE7EE7ECFB0@phx.gbl>

Hi,

 

I am trying to log into the RT UI via a web browser for the first time but
am unable to get anything other than a '403 Forbidden' page.  Can anyone
point me in the right direction?  It is anything to do with file permissions
or could it be something wrong in my setup / config?

 

Many thanks,

Andy

 

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From testwreq at gmail.com  Sun Aug 23 00:47:41 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Sun, 23 Aug 2009 00:47:41 -0400
Subject: [rt-users] This transaction appears to have no content
In-Reply-To: <op.uy03tqmo5pzi6r@mellotron.mit.edu>
References: <a0c34f0a0908211237r44a710c5i3ba3a05a53ac1488@mail.gmail.com>
	<op.uy03tqmo5pzi6r@mellotron.mit.edu>
Message-ID: <a0c34f0a0908222147x204917ael19feb7b89711de88@mail.gmail.com>

The script change worked. Thanks so much!

On Fri, Aug 21, 2009 at 4:14 PM, Stephen Turner <sturner at mit.edu> wrote:

>  On Fri, 21 Aug 2009 15:37:50 -0400, testwreq wreq <testwreq at gmail.com>
> wrote:
>
> RT guru's: when an ownership changes or when the ticket has no comment, the
>> ticket content produces  a message
>>
>> "This transaction appears to have no content"
>>
>> We would like to change this default message to "This transaction has been
>> updated. Please see above the changes"
>>
>> Any suggestion on how I can accomplish this?
>>
>> Thanks in advance, rq.
>>
>
> That message is coming from code in a template, something like this:
>
> {$Transaction->Content()}
>
> So you could modify the template code to read:
>
> {
> my $out = "";
> if ($Transaction->Content() eq 'This transaction appears to have no
> content') {
>   $out = 'This transaction has been updated. Please see above the changes'
> } else {
>   $out = $Transaction->Content();
> }
> $out;
> }
>
> or more simply
>
> {$Transaction->Content() eq 'This transaction appears to have no content' ?
>  'This transaction has been updated. Please see above the changes' :
>  $Transaction->Content();
> }
>
> Haven't tested the code so there may be typos, but the general idea should
> work.
>
> Steve
>
> --
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
>
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From tobias at lott.eu.org  Sun Aug 23 17:31:49 2009
From: tobias at lott.eu.org (Tobias lott)
Date: Sun, 23 Aug 2009 23:31:49 +0200
Subject: [rt-users] RT::Authen::ExternalAuth using OpenLDAP on nginx
Message-ID: <20090823233149.24671f43@sub.han.vpn.gamesnet.de>

Good Day to everyone

Ive been using RT for quite some time now, I've been trying to get
everything to work with nginx like Nagios, RT, whatnot... 

The Problem I'm facing now is that the mason_handler.fcgi is Timing out
on nginx (weather I use 1 Process or more) whenever a LDAP user is
trying to login. User root can login without a problem (before the
mason_handler is going 100%).

USER       PID %CPU %MEM   VSZ   RSS  TT  STAT STARTED      TIME COMMAND
rt       42755 100.0  4.4 50308 45744   2  R+J   9:18PM   7:38.97
perl /usr/local/bin/mason_handler.fcgi (perl5.10.0)

This is basically a fresh Installation for now, no imports been done so
far.

Versions im using:

FreeBSD 8.0 Beta1
nginx-0.8.9
perl-5.10.0
RT-3.8.4
RT::Authen::ExternalAuth-0.08
OpenLDAP 

Currently using RT_SiteConfig:
Set(@Plugins,qw(RT::Authen::ExternalAuth));

Set($WebBaseURL , "https://tracker.local");
Set($WebPort, 443);
Set($LogDir, '/var/log');
Set($LogToFile , 'debug');
Set($LogToScreen , 'debug');
Set($UseFriendlyFromLine , 0);
Set($DatabaseType , 'Pg');
Set($DatabaseHost   , 'dbhost');
Set($DatabaseName , 'rt3');
Set($DatabaseRequireSSL , 1);
Set($UseSQLForACLChecks, 1);
Set($LoopsToRTOwner , 1);
Set($CanonicalizeRedirectURLs, 1);
Set($AutoCreate, 0);

Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 1);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
        'My_LDAP'       =>  {
                             'type' => 'ldap',
                             'server' => 'ldaphost',
                             'base' => 'dc=example,dc=com',
                             'filter' => '(objectClass=*)',
                             'd_filter' => '(objectClass=NONEEXISTANT)',
                             'tls' => 1,
                             'ssl_version' => 3,
                             'net_ldap_args' => [version => 3 ],
                             'attr_match_list' => ['Name' ],'attr_map'
                             => {'Name' => 'cn'}}}
);

The only Debug I get is the following (PGP hasn't been configured
obviously):

[Sun Aug 23 20:53:24 2009] [debug]: RT's GnuPG libraries couldn't
successfully read your configured GnuPG home directory
(/var/run/rt38/data/gpg). PGP support has been disabled
(/usr/local/lib/perl5/site_perl/5.10.0/RT/Config.pm:380) [Sun Aug 23
20:53:43 2009] [debug]: Reloading RT::User to work around a bug in
RT-3.8.0 and RT-3.8.1
(/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)

Would be nice if someone could give me any Hints on this.

Cheers
-- 
Tobias Lott


From testwreq at gmail.com  Mon Aug 24 09:16:16 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Mon, 24 Aug 2009 09:16:16 -0400
Subject: [rt-users] https
Message-ID: <a0c34f0a0908240616u6c4108e4kc3f5a0acef3bab57@mail.gmail.com>

Dear RT Gurus,

Our RT (3.8.2) on linux using virtual host on http
(http://rt.domainname.com) was
working fine. I moved RT over to httpS (https://rt.domainname.com) and got
the below message:
<<You're almost there!
You haven't yet configured your webserver to run RT. You appear to have
installed RT's web interface correctly, but haven't yet configured your web
server to "run" the RT server which powers the web interface. The next step
is to edit your webserver's configuration file to instruct it to use RT's
mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support,
please contact us at sales at bestpractical.com. >>

Any clues? Am I missing anything in any configuration file? Below is my
ssl.conf configuration:

<VirtualHost *:443>
       ServerName rt2.domainname.com
       DocumentRoot /data/rt3/share/html
       AddDefaultCharset UTF-8
       PerlModule Apache::DBI
       PerlRequire /data/rt3/bin/webmux.pl
        <Location /NoAuth/images>
                SetHandler default
        </Location>
       ErrorLog logs/ssl_error_log
       TransferLog logs/ssl_access_log
       LogLevel warn
       <Directory />
          SSLRequireSSL
       </Directory>
        SSLEngine on
        SSLProtocol all -SSLv2
        SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
        SSLCertificateFile /etc/ssldir/server.crt
        SSLCertificateKeyFile /etc/ssldir/server.key
</VirtualHost>
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From ruslan.zakirov at gmail.com  Mon Aug 24 11:02:15 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 24 Aug 2009 19:02:15 +0400
Subject: [rt-users] https
In-Reply-To: <a0c34f0a0908240616u6c4108e4kc3f5a0acef3bab57@mail.gmail.com>
References: <a0c34f0a0908240616u6c4108e4kc3f5a0acef3bab57@mail.gmail.com>
Message-ID: <589c94400908240802m29564056h6b97729b91aed623@mail.gmail.com>

Your probablems are not related to https, but enabling RT::Mason
handler for root directory. Read wiki for further understanding.

On Mon, Aug 24, 2009 at 5:16 PM, testwreq wreq<testwreq at gmail.com> wrote:
> Dear RT Gurus,
>
> Our RT (3.8.2) on linux using virtual host on http
> (http://rt.domainname.com)?was working?fine. I moved RT over to httpS
> (https://rt.domainname.com) and got the below message:
> <<You're almost there!
> You haven't yet configured your webserver to run RT. You appear to have
> installed RT's web interface correctly, but haven't yet configured your web
> server to "run" the RT server which powers the web interface. The next step
> is to edit your webserver's configuration file to instruct it to use RT's
> mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support,
> please contact us at sales at bestpractical.com. >>
>
> Any clues??Am I missing anything in any configuration file? Below is my
> ssl.conf configuration:
>
> <VirtualHost *:443>
> ?????? ServerName rt2.domainname.com
> ?????? DocumentRoot /data/rt3/share/html
> ?????? AddDefaultCharset UTF-8
> ?????? PerlModule Apache::DBI
> ?????? PerlRequire /data/rt3/bin/webmux.pl
> ??????? <Location /NoAuth/images>
> ??????????????? SetHandler default
> ??????? </Location>
> ?????? ErrorLog logs/ssl_error_log
> ?????? TransferLog logs/ssl_access_log
> ?????? LogLevel warn
> ?????? <Directory />
> ????????? SSLRequireSSL
> ?????? </Directory>
> ??????? SSLEngine on
> ??????? SSLProtocol all -SSLv2
> ??????? SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
> ??????? SSLCertificateFile /etc/ssldir/server.crt
> ??????? SSLCertificateKeyFile /etc/ssldir/server.key
> </VirtualHost>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 tobias at lott.eu.org  Mon Aug 24 11:03:06 2009
From: tobias at lott.eu.org (Tobias lott)
Date: Mon, 24 Aug 2009 17:03:06 +0200
Subject: [rt-users] https
In-Reply-To: <a0c34f0a0908240616u6c4108e4kc3f5a0acef3bab57@mail.gmail.com>
References: <a0c34f0a0908240616u6c4108e4kc3f5a0acef3bab57@mail.gmail.com>
Message-ID: <20090824170306.4b594631@sub.han.vpn.gamesnet.de>



On Mon, 24 Aug 2009 09:16:16 -0400
testwreq wreq <testwreq at gmail.com> wrote:

> Dear RT Gurus,
> 
> Our RT (3.8.2) on linux using virtual host on http
> (http://rt.domainname.com) was
> working fine. I moved RT over to httpS (https://rt.domainname.com)
> and got the below message:
> <<You're almost there!
> You haven't yet configured your webserver to run RT. You appear to
> have installed RT's web interface correctly, but haven't yet
> configured your web server to "run" the RT server which powers the
> web interface. The next step is to edit your webserver's
> configuration file to instruct it to use RT's mod_perl, FastCGI or
> SpeedyCGI handler. If you need commercial support, please contact us
> at sales at bestpractical.com. >>
> 
> Any clues? Am I missing anything in any configuration file? Below is
> my ssl.conf configuration:
> 
> <VirtualHost *:443>
>        ServerName rt2.domainname.com
>        DocumentRoot /data/rt3/share/html
>        AddDefaultCharset UTF-8
>        PerlModule Apache::DBI
>        PerlRequire /data/rt3/bin/webmux.pl
>         <Location /NoAuth/images>
>                 SetHandler default
>         </Location>
>        ErrorLog logs/ssl_error_log
>        TransferLog logs/ssl_access_log
>        LogLevel warn
>        <Directory />
>           SSLRequireSSL
>        </Directory>
>         SSLEngine on
>         SSLProtocol all -SSLv2
>         SSLCipherSuite
> ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
> SSLCertificateFile /etc/ssldir/server.crt
> SSLCertificateKeyFile /etc/ssldir/server.key </VirtualHost>

Hey
Seems like u missing some stuff like:
       SetHandler perl-script
       PerlResponseHandler RT::Mason

Check out the Wiki Article on that:
http://wiki.bestpractical.com/view/ManualApacheConfig

Cheers

-- 
Tobias Lott


From testwreq at gmail.com  Mon Aug 24 11:19:42 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Mon, 24 Aug 2009 11:19:42 -0400
Subject: [rt-users] https
In-Reply-To: <20090824170306.4b594631@sub.han.vpn.gamesnet.de>
References: <a0c34f0a0908240616u6c4108e4kc3f5a0acef3bab57@mail.gmail.com>
	<20090824170306.4b594631@sub.han.vpn.gamesnet.de>
Message-ID: <a0c34f0a0908240819y6fdc4832p571784ce453a3a42@mail.gmail.com>

You are a true RT Guru and an apache genius.

Adding below in httpd.conf vhost section took care of the rewrite problem.

RewriteEngine ON
RewriteRule ^(.*)$ https://rt.domainname.com/$1 [R=301,L]
If you can spare a min, can you please indicate what rule reads e.g the use
of ^.* $1 etc?
http://rt.domainname.com redirect to https://rt.domainname.com// ; I think,
there is an extra slash after the domain name.
On Mon, Aug 24, 2009 at 11:03 AM, Tobias lott <tobias at lott.eu.org> wrote:

>
>
> On Mon, 24 Aug 2009 09:16:16 -0400
> testwreq wreq <testwreq at gmail.com> wrote:
>
>  > Dear RT Gurus,
> >
> > Our RT (3.8.2) on linux using virtual host on http
> > (http://rt.domainname.com) was
> > working fine. I moved RT over to httpS (https://rt.domainname.com)
> > and got the below message:
> > <<You're almost there!
> > You haven't yet configured your webserver to run RT. You appear to
> > have installed RT's web interface correctly, but haven't yet
> > configured your web server to "run" the RT server which powers the
> > web interface. The next step is to edit your webserver's
> > configuration file to instruct it to use RT's mod_perl, FastCGI or
> > SpeedyCGI handler. If you need commercial support, please contact us
> > at sales at bestpractical.com. >>
> >
> > Any clues? Am I missing anything in any configuration file? Below is
> > my ssl.conf configuration:
> >
> > <VirtualHost *:443>
> >        ServerName rt2.domainname.com
> >        DocumentRoot /data/rt3/share/html
> >        AddDefaultCharset UTF-8
> >        PerlModule Apache::DBI
> >        PerlRequire /data/rt3/bin/webmux.pl
> >         <Location /NoAuth/images>
> >                 SetHandler default
> >         </Location>
> >        ErrorLog logs/ssl_error_log
> >        TransferLog logs/ssl_access_log
> >        LogLevel warn
> >        <Directory />
> >           SSLRequireSSL
> >        </Directory>
> >         SSLEngine on
> >         SSLProtocol all -SSLv2
> >         SSLCipherSuite
> > ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
> > SSLCertificateFile /etc/ssldir/server.crt
> > SSLCertificateKeyFile /etc/ssldir/server.key </VirtualHost>
>
> Hey
> Seems like u missing some stuff like:
>       SetHandler perl-script
>       PerlResponseHandler RT::Mason
>
> Check out the Wiki Article on that:
> http://wiki.bestpractical.com/view/ManualApacheConfig
>
> Cheers
>
> --
> Tobias Lott
>  _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From ray.siripan at capita.co.uk  Mon Aug 24 12:21:39 2009
From: ray.siripan at capita.co.uk (CapiZikus)
Date: Mon, 24 Aug 2009 09:21:39 -0700 (PDT)
Subject: [rt-users]  Unable to send mail - new installation
Message-ID: <25116381.post@talk.nabble.com>


Hi,

I just completed installation of RT 3.8.2 and cannot send any mail to our
mail server, could you guide me which doc/section I do need to read to
overcome this problem please.

Idealy send mail to our mail server with or without account to
authetication.

Thanks
-- 
View this message in context: http://www.nabble.com/Unable-to-send-mail---new-installation-tp25116381p25116381.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ray.siripan at capita.co.uk  Mon Aug 24 12:22:06 2009
From: ray.siripan at capita.co.uk (CapiZikus)
Date: Mon, 24 Aug 2009 09:22:06 -0700 (PDT)
Subject: [rt-users] RT configuration for SMTP Relay?
Message-ID: <25116996.post@talk.nabble.com>


newbie here,I'm using the native mail server from RT, how can I connect mail
client ie:- outlook to access the mail?



juggler wrote:
> 
> On a legacy system, I have RT configured to use Sendmail or Postfix (not
> sure) for sending/receiving e-mail.
> 
> On a new system (replacing the legacy system), can RT be configured to
> send/receive e-mail via SMTP relay? If so, how would I accomplish this?
> Would additional configuration need to be done on the relay too?
> 
> I don't know if the SMTP relay is Exchange or Unix-based (best guess is
> Exchange based). I do know that the SMTP relay is a box external to either
> of the two systems mentioned.
> 
> Thanks.
> 

-- 
View this message in context: http://www.nabble.com/RT-configuration-for-SMTP-Relay--tp23784513p25116996.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From Michael_Ellis at UManitoba.CA  Mon Aug 24 14:06:37 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Mon, 24 Aug 2009 13:06:37 -0500
Subject: [rt-users] Merging tickets and call statistics.
Message-ID: <005c01ca24e5$a2f49890$e8ddc9b0$@CA>

Our unit logs all calls to our helpdesk phone, whether the request itself is
already in the system or not.

 

Recently we had a user call and email multiple times about the same issue. I
merged the tickets, but am now wondering if I've lost the stats for calling.
If I look for tickets created in time period X, has it just decreased by the
n-1, where n is the number of tickets I just merged?

 

-Mike

 

PS- If two trains are heading toward each other, one travelling at 55km/h
the other at....

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From jmanton at illinois.edu  Mon Aug 24 13:58:25 2009
From: jmanton at illinois.edu (Jonathan Manton)
Date: Mon, 24 Aug 2009 12:58:25 -0500
Subject: [rt-users] Initiating tickets and entering tickets via forward
Message-ID: <12F84B65-93B4-4D6E-966C-9443EDDA7138@illinois.edu>

There are two things my users would like to do with RT.  I have  
figured *a* way to make these things happen (with a lot of custom  
code), but am hoping there is something easier.

We use RT to manage distance education.  The people asking for support  
are students, the people monitoring the queues and resolving tickets  
are instructors.  The students never use RT directly - all of their  
interaction is via email.  Instructors use a mix of email and the RT  
web interface to interact with tickets.

1)  Sometimes the students send an email directly to their instructor,  
rather than sending the email to RT first.  We want those emails going  
through RT.  Right now, the instructors have to go and create a  
ticket, copy/paste the email, then change the requester in the RT  
interface.  THEN, they have to reply to the ticket, to let the student  
know that it is now in RT, and get a "proper" ticket that the student  
can then reply to (with ticket number in subject, RT as the reply- 
to).  They would like to be able to forward the email to RT, and have  
the ticket be created with the original sender as the requester, them  
as the owner, and have a notification email sent to the student.  I  
know I *can* write custom code for this - the question is, is there an  
easier way (or has someone already done it)?

2)  Instructors sometimes need to initiate a ticket with a student, as  
if the student was the requester (so that replies will go into RT,  
rather than to the instructor's private email address).  Again, right  
now they have to do this more-or-less manually by creating the ticket,  
changing requester, then reply to the ticket with their original  
information they wanted to convey.  Is there a straightforward way to  
change the create function to do these steps automatically?  One way I  
*could* do this is pre-populate a custom value, and then handle all  
this in a scrip during create ticket.  But it seems messy to create a  
custom value that is only used once, essentially as an indicator.


From jpierce at cambridgeenergyalliance.org  Mon Aug 24 15:46:07 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 24 Aug 2009 15:46:07 -0400
Subject: [rt-users] Merging tickets and call statistics.
In-Reply-To: <005c01ca24e5$a2f49890$e8ddc9b0$@CA>
References: <005c01ca24e5$a2f49890$e8ddc9b0$@CA>
Message-ID: <be7163f0908241246u141a270eke33709a22402b0a0@mail.gmail.com>

> merged the tickets, but am now wondering if I?ve lost the stats for calling.
Yes, but in the UI only.

The data is still in the database. The tickets table includes columns
for ID and EffectiveID. When you merge Tickets the EffectiveID is set
to match the destination. You can therefore still get statistics on
individual instances; select count(ID) from Tickets group by
requestor. Alternatively, you can look for merge transactions, or use
the wiki OnMerge condition to do something.


From Michael_Ellis at UManitoba.CA  Mon Aug 24 16:15:05 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Mon, 24 Aug 2009 15:15:05 -0500
Subject: [rt-users] Merging tickets and call statistics.
In-Reply-To: <be7163f0908241246u141a270eke33709a22402b0a0@mail.gmail.com>
References: <005c01ca24e5$a2f49890$e8ddc9b0$@CA>
	<be7163f0908241246u141a270eke33709a22402b0a0@mail.gmail.com>
Message-ID: <007301ca24f7$948a15c0$bd9e4140$@CA>

Hmmm... I'll have to consider whether to use merge in the future. It's one
thing for me to be able to pull that from the DB directly, but I think I'd
have to come up with a way to allow the managers to get this info from the
UI.

Thanks for the info,

Mike

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: August-24-09 2:46 PM
To: Michael Ellis
Cc: rt Users
Subject: Re: [rt-users] Merging tickets and call statistics.

> merged the tickets, but am now wondering if I've lost the stats for
calling.
Yes, but in the UI only.

The data is still in the database. The tickets table includes columns
for ID and EffectiveID. When you merge Tickets the EffectiveID is set
to match the destination. You can therefore still get statistics on
individual instances; select count(ID) from Tickets group by
requestor. Alternatively, you can look for merge transactions, or use
the wiki OnMerge condition to do something.




From david.hooton at platformnetworks.net  Mon Aug 24 19:15:15 2009
From: david.hooton at platformnetworks.net (David Hooton)
Date: Tue, 25 Aug 2009 09:15:15 +1000
Subject: [rt-users] New queues not appearing in queue list
Message-ID: <5C997B72BFAE0E43A2BC15743A787D7675C0538A83@ralph.syd01.office.plat.net.au.local>

Hi All,

We've got RT, RTIR and RTFM installed together and for some reason when I add new queues they aren't showing up when I try to assign tickets to them.

They do appear in the "quick search" box on the right of the front page, but they don't appear anywhere in the new ticket creation options, or if I open an existing ticket and try to assign that ticket to a different queue.

Kind Regards,

David Hooton
Managing Director
Platform Networks
www.platformnetworks.net<http://www.platformnetworks.net>

3G wireless data solutions from Platform Networks - Ask me for more information

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From david.hooton at platformnetworks.net  Mon Aug 24 19:16:50 2009
From: david.hooton at platformnetworks.net (David Hooton)
Date: Tue, 25 Aug 2009 09:16:50 +1000
Subject: [rt-users] New queues not appearing in queue list
In-Reply-To: <5C997B72BFAE0E43A2BC15743A787D7675C0538A83@ralph.syd01.office.plat.net.au.local>
References: <5C997B72BFAE0E43A2BC15743A787D7675C0538A83@ralph.syd01.office.plat.net.au.local>
Message-ID: <5C997B72BFAE0E43A2BC15743A787D7675C0538A84@ralph.syd01.office.plat.net.au.local>

Oops, sorry for the incomplete email..

If anyone can point me to where to look to start to debug this issue I would be hugely appreciative!

Kind Regards,

David Hooton
Managing Director
Platform Networks
www.platformnetworks.net<http://www.platformnetworks.net>

3G wireless data solutions from Platform Networks - Ask me for more information

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From allen+rtlist at crystalfontz.com  Mon Aug 24 19:59:00 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Mon, 24 Aug 2009 16:59:00 -0700
Subject: [rt-users] toggle FCKeditor on and off for Correspondence
Message-ID: <885d981e0908241659g1e236e6ete617c70df5381da@mail.gmail.com>

Most of our staff have decided they like the plaintext editor
preference better than the WYSIWYG editor. (One reason is because the
browser's spellchecker is better than the Rich text editor.)

However, once in a while, they need to paste something with specific
formatting, like chunks of code with indenting, and for that the HTML
editor works better. So I wanted a way to let staff easily switch or
revert from plaintext to the FCKeditor.

The code to swap plaintext for Rich text editor is below.

Does anyone have any Javascript for going in reverse -- from FCKeditor
to plaintext textarea? There are some entity transformations that take
place going from plain to rich that need to be reversed, and hidden
html elements that get attached to the DOM that need to be removed.



--- /usr/share/request-tracker3.8/html/Elements/HeaderJavascript
 2009-06-16 14:57:46.000000000 -0700
+++ HeaderJavascript    2009-08-24 16:57:28.000000000 -0700
@@ -54,27 +54,49 @@
 <script type="text/javascript"
src="<%RT->Config->Get('WebPath')%>/NoAuth/js/ahah.js"></script>
 <script type="text/javascript"
src="<%RT->Config->Get('WebPath')%>/NoAuth/js/prototype/prototype.js"></script>
 <script type="text/javascript"
src="<%RT->Config->Get('WebPath')%>/NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls"></script>
-% if ( RT->Config->Get('MessageBoxRichText',  $session{'CurrentUser'}) ) {
 <script type="text/javascript"
src="<%RT->Config->Get('WebPath')%>/NoAuth/RichText/fckeditor.js"></script>
-% }
+
+% if($m->{'top_path'} =~ /(Update\.html)/) { # try to only do this on
Comment/Reply page
+%     # if FCK is OFF in preferences, give option to turn it on
+%     if (! RT->Config->Get('MessageBoxRichText',  $session{'CurrentUser'})) {
+<script type="text/javascript">
+// <![CDATA[
+    Event.observe(window, 'load', function() {
+        $('UpdateContent').up().insert({ top: "<div><a
id='FCKtoggler' href='#'>Enable Rich Text Editor</a></div>" });
+        Event.observe('FCKtoggler', 'click', function(event) {
+            ReplaceAllTextareas("UpdateContent");
+            $('FCKtoggler').up().remove();
+            Event.stop(event);
+        });
+    });
+// ]]>
+</script>
+%     } # end had WYSIWYG editor OFF in preferences
+% } # end was on Update.html
+
 <script type="text/javascript"><!--
     doOnLoad(loadTitleBoxStates);
 % if ( $focus ) {
     doOnLoad(function () { focusElementById('<% $focus %>') });
 % }

-% if ( $onload ) {
-    doOnLoad(<% $onload |n %>);
-% }
-
-% if ( RT->Config->Get('MessageBoxRichText',  $session{'CurrentUser'})) {
-    function ReplaceAllTextareas() {
+    function ReplaceAllTextareas(textAreaElementId) {
         if (!FCKeditor_IsCompatibleBrowser())
             return false;

         // replace all content and signature message boxes
         var allTextAreas = document.getElementsByTagName("textarea");

+        // if function was called for just 1 textarea, just do that one
+        if(textAreaElementId)
+        {
+            var oneTextArea = document.getElementById(textAreaElementId);
+            if(oneTextArea)
+            {
+                allTextAreas = [ oneTextArea ];
+            }
+        }
+
         for (var i=0; i < allTextAreas.length; i++) {
             var textArea = allTextAreas[i];
             if ( (textArea.getAttribute('class') == 'messagebox')
@@ -114,6 +136,12 @@
             }
         }
     }
+
+% if ( RT->Config->Get('MessageBoxRichText',  $session{'CurrentUser'})) {
     doOnLoad(ReplaceAllTextareas);
 % }
+
+% if ( $onload ) {
+    doOnLoad(<% $onload |n %>);
+% }
 --></script>


From Rich.West at wesmo.com  Mon Aug 24 22:25:28 2009
From: Rich.West at wesmo.com (Rich West)
Date: Mon, 24 Aug 2009 22:25:28 -0400
Subject: [rt-users] Detecting differences between installs
Message-ID: <4A934B98.6060808@wesmo.com>

I have two installs, a development install and a production install, and
there's something different between them.  I suspect it has to do with
module revisions or something, but I cannot seem to put my finger on it.

We use, rather heavily, the extension for commands by email, and a nice
Web UI was developed for our in-house users.  The tests went very well
against the development system, but now that we have rolled it in to
production, the email commands do not seem to function properly. 
Knowing how that extension works, it will parse commands in-line until
it finds a blank line or a non-matching line, and then it assumes that
no more commands follow.

That works as expected in the development environment.  However, in the
production environment, it gives up after the first command. 
Interestingly, when viewing the email within the RT web UI, every line
(when submitted via the web form) has an extra carriage return in it,
causing a blank line between each line.  When I select to download the
message (with headers), the message looks correct.  I'm not convinced
that this symptom isn't a red herring, but I thought it was worth
mentioning.

Is there an easy(ish) way to determine what version of the perl modules
are installed on each of these systems so I could attempt to sync the
two?  Or am I barking up the wrong tree here.  I even went so far as to
perform a complete clean install of the production tree and the two
extensions that we are currently using, changing only the master
RT_SiteConfig and the external auth RT_SiteConfig files to no avail.

-Rich


From olivier.villegente at sic.nc  Tue Aug 25 00:08:25 2009
From: olivier.villegente at sic.nc (olivier.villegente at sic.nc)
Date: Tue, 25 Aug 2009 15:08:25 +1100
Subject: [rt-users] Connect RT to Active Directory
Message-ID: <OF2872F6E1.94BCDB31-ON4B25761D.00169A41-4B25761D.0016BE74@sic.nc>

        Hi,
I'm trying to connect RT to my ActiveDirectory. I have browse some forum 
but I haven't see the solution to my problem (heaven if some people seems 
have the same problem). Can you help me to solve the problem ? Or tell me 
where a beginner can find a very good tutorial ?

Here is a copy of the error that I have in my browser. I attach a copy of 
my RT_SiteConfig to this mail.

install_driver(DBI_DRIVER) failed: Can't locate DBD/DBI_DRIVER.pm in @INC 
(@INC contains: /opt/rt3/bin/../local/lib 
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib 
/etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 
/usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 
/usr/local/lib/site_perl . /etc/apache2) at (eval 1282) line 3,  line 323. 
Stack: [(eval 1282):3] [/usr/lib/perl5/DBI.pm:634] 
[/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:440] 
[/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:218] 
[/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:356] 
[/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:106] 
[/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:25] 
[/opt/rt3/share/html/autohandler:256] Perhaps the DBD::DBI_DRIVER perl 
module hasn't been fully installed, or perhaps the capitalisation of 
'DBI_DRIVER' isn't right. Available drivers: DBM, ExampleP, File, Gofer, 
Proxy, SQLite, Sponge, mysql. at 
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm 
line 440 


_____________________
Olivier VILLEGENTE
Administrateur syst?me & r?seau
Soci?t? Immobili?re de Nouvelle-Cal?donie
T?l : (687) 28.03.78
Fax : (687) 28.43.56
e-Mail : olivier.villegente at sic.nc
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From torsten.brumm at googlemail.com  Tue Aug 25 02:30:58 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 25 Aug 2009 08:30:58 +0200
Subject: [rt-users] New queues not appearing in queue list
In-Reply-To: <5C997B72BFAE0E43A2BC15743A787D7675C0538A83@ralph.syd01.office.plat.net.au.local>
References: <AcolELzM4nA0vahdThy4ANk9CbebKA==>
	<5C997B72BFAE0E43A2BC15743A787D7675C0538A83@ralph.syd01.office.plat.net.au.local>
Message-ID: <bdbd084b0908242330i2068e5acoaa442f9944c54d76@mail.gmail.com>

Have you tried to relogin after creating them? Do they appear after relogin?

2009/8/25 David Hooton <david.hooton at platformnetworks.net>

>  Hi All,
>
>
>
> We?ve got RT, RTIR and RTFM installed together and for some reason when I
> add new queues they aren?t showing up when I try to assign tickets to them.
>
>
>
> They do appear in the ?quick search? box on the right of the front page,
> but they don?t appear anywhere in the new ticket creation options, or if I
> open an existing ticket and try to assign that ticket to a different queue.
>
>
>
> Kind Regards,
>
>
>
> David Hooton
>
> Managing Director
>
> Platform Networks
>
> www.platformnetworks.net
>
>
>
> *3G wireless data solutions from Platform Networks - Ask me for more
> information***
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From james.oliver at principleone.com  Tue Aug 25 03:47:10 2009
From: james.oliver at principleone.com (James J. Oliver)
Date: Tue, 25 Aug 2009 15:47:10 +0800
Subject: [rt-users] Using https in web interface results sometimes in
 "Bad Request"
In-Reply-To: <4A6039FA.3040300@NLnetLabs.nl>
References: <4A5E1E89.4070401@NLnetLabs.nl> <4A5F30C5.5090604@NLnetLabs.nl>
	<589c94400907161342l30128c8en6a764fad755d010b@mail.gmail.com>
	<4A6039FA.3040300@NLnetLabs.nl>
Message-ID: <BD2DC46B41EDA3468D1FB92AF6DF40C006D328FD40@p1hk06s.hk.principleone.com>

Benno,

Thanks for the investigation - that throws more light on it. We were using http internally and https externally - I think I may just patch my systems as per your test and use https 100% of the time, the server is not particularly heavily loaded so it should not be a big problem. How did you decide to proceed and have you had any more feedback on the "if" statement?

Best regards

James

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Benno Overeinder
Sent: 17 July 2009 16:45
To: Ruslan Zakirov
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Using https in web interface results sometimes in "Bad Request"

Hi Ruslan,

On 07/16/2009 10:42 PM, Ruslan Zakirov wrote:
> Do you use both http and https?

Yes, for testing purposes I have used both http and https.  http works
fine, also for the Redirect subroutine in Web.pm.

For testing/debugging, I have removed the if-then-else statement and
just hardcoded the $uri->scheme('https') in Redirect.  Then https works
like a charm, but now using http and a redirect happens, http is
promoted to https by the hardcoded $uri->scheme('https').  As expected
of course. :-)

Best,

-- Benno

-- 
Benno J. Overeinder
NLnet Labs
http://www.nlnetlabs.nl/

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: 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 tobias at lott.eu.org  Tue Aug 25 05:46:49 2009
From: tobias at lott.eu.org (Tobias lott)
Date: Tue, 25 Aug 2009 11:46:49 +0200
Subject: [rt-users] Connect RT to Active Directory
In-Reply-To: <OF2872F6E1.94BCDB31-ON4B25761D.00169A41-4B25761D.0016BE74@sic.nc>
References: <OF2872F6E1.94BCDB31-ON4B25761D.00169A41-4B25761D.0016BE74@sic.nc>
Message-ID: <20090825114649.3bd60b75@sub.han.vpn.gamesnet.de>



On Tue, 25 Aug 2009 15:08:25 +1100
olivier.villegente at sic.nc wrote:

>         Hi,
> I'm trying to connect RT to my ActiveDirectory. I have browse some
> forum but I haven't see the solution to my problem (heaven if some
> people seems have the same problem). Can you help me to solve the
> problem ? Or tell me where a beginner can find a very good tutorial ?
> 
> Here is a copy of the error that I have in my browser. I attach a
> copy of my RT_SiteConfig to this mail.
> 
> install_driver(DBI_DRIVER) failed: Can't locate DBD/DBI_DRIVER.pm in
> @INC (@INC contains: /opt/rt3/bin/../local/lib 
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib 
> /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 
> /usr/local/lib/site_perl . /etc/apache2) at (eval 1282) line 3,  line
> 323. Stack: [(eval 1282):3] [/usr/lib/perl5/DBI.pm:634] 
> [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:440] 
> [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:218] 
> [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:356] 
> [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:106] 
> [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:25] 
> [/opt/rt3/share/html/autohandler:256] Perhaps the DBD::DBI_DRIVER
> perl module hasn't been fully installed, or perhaps the
> capitalisation of 'DBI_DRIVER' isn't right. Available drivers: DBM,
> ExampleP, File, Gofer, Proxy, SQLite, Sponge, mysql. at 
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm 
> line 440 
> 
> 
> _____________________
> Olivier VILLEGENTE
> Administrateur syst?me & r?seau
> Soci?t? Immobili?re de Nouvelle-Cal?donie
> T?l : (687) 28.03.78
> Fax : (687) 28.43.56
> e-Mail : olivier.villegente at sic.nc

Looks like you are missing DBD::mysql

-- 
Tobias Lott


From jhj.gubbels at gmail.com  Tue Aug 25 05:39:48 2009
From: jhj.gubbels at gmail.com (Jac Gubbels)
Date: Tue, 25 Aug 2009 12:39:48 +0300
Subject: [rt-users] ticket creation from web interface fails
Message-ID: <2956be2d0908250239g50f78027xf50916b38b920338@mail.gmail.com>

Hi,

Upon creation of a ticket through the web interface I get the following error:

Undefined subroutine &RT::EmailParser::ParseAddressFromHeader called
at /opt/rt3/bin/../lib/RT/User_Local.pm line 272.

My staff has reported this error recently, but it might be related to
an update from 3.8.2 to 3.8.4 as that is the last change that was made
to our installation. In the wiki and lists I could only find this
error in relation to LDAP authentication. We are in fact
authenticating using LDAP (AD). Here is our full setup

Apache/2.2.8 (Ubuntu) DAV/2 SVN/1.4.4 PHP/5.2.3-1ubuntu6.5
mod_ssl/2.2.8 OpenSSL/0.9.8g mod_perl/2.0.3 Perl/v5.8.8

Any suggestions as on where to start looking for a fix to this
problem?  I can see  the routine ParseAddressFromHeader does not exist
in /opt/rt3/lib/RT/EmailParser.pm. I have installed all perl mail
functionality I could find using CPAN.

Thanks a lot!

--
Jac


From darling at ccdc.cam.ac.uk  Tue Aug 25 08:57:54 2009
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Tue, 25 Aug 2009 13:57:54 +0100
Subject: [rt-users] Initiating tickets and entering tickets via forward
In-Reply-To: <12F84B65-93B4-4D6E-966C-9443EDDA7138@illinois.edu>
References: <12F84B65-93B4-4D6E-966C-9443EDDA7138@illinois.edu>
Message-ID: <BBE4F13B964A4049BA644235410510BE093DF76975@mail01.ccdc.cam.ac.uk>

Hi Jonathan 

> 1)  Sometimes the students send an email directly to their instructor,
> rather than sending the email to RT first.  We want those emails going
> through RT. 

If your instructors have access to a decent email client, they can bounce/redirect the message straight into RT. There's a great Thunderbird extension called Mail Redirect. It's built-in to old-school clients like mutt. We've just been forcibly moved to Outlook/Exchange and it's all gone pear shaped :-(

> 2)  Instructors sometimes need to initiate a ticket with a student, as
> if the student was the requester (so that replies will go into RT,
> rather than to the instructor's private email address). 

I've got a similar requirement. After a little thought - how about setting up a new queue that uses a queue specific Autoreply template that does nothing more than include the original message? Instructor goes:

  New Ticket in -> SpecialQueue
  fill in student as requestor
  set subject
  write message
  click send
  [RT sends the On Create Autoreply which is just the text that the instructor added]
  change queue to what it should be

Anyone see an issue with that?

Cheers
Toby


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From elacour at easter-eggs.com  Tue Aug 25 09:19:55 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 25 Aug 2009 15:19:55 +0200
Subject: [rt-users] Detecting differences between installs
In-Reply-To: <4A934B98.6060808@wesmo.com>
References: <4A934B98.6060808@wesmo.com>
Message-ID: <20090825131954.GB3372@easter-eggs.com>

On Mon, Aug 24, 2009 at 10:25:28PM -0400, Rich West wrote:
> 
> Is there an easy(ish) way to determine what version of the perl modules
> are installed on each of these systems so I could attempt to sync the
> two?  Or am I barking up the wrong tree here.  I even went so far as to
> perform a complete clean install of the production tree and the two
> extensions that we are currently using, changing only the master
> RT_SiteConfig and the external auth RT_SiteConfig files to no avail.
> 

a first easy step is to compare what RT give you as a summary of
configuration in RT web ui menu: Configuration->Tools->System
configuration.



From falcone at bestpractical.com  Tue Aug 25 10:11:06 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 25 Aug 2009 10:11:06 -0400
Subject: [rt-users] Connect RT to Active Directory
In-Reply-To: <OF2872F6E1.94BCDB31-ON4B25761D.00169A41-4B25761D.0016BE74@sic.nc>
References: <OF2872F6E1.94BCDB31-ON4B25761D.00169A41-4B25761D.0016BE74@sic.nc>
Message-ID: <20090825141106.GA806@jibsheet.com>

On Tue, Aug 25, 2009 at 03:08:25PM +1100, olivier.villegente at sic.nc wrote:
>            Hi,
>    I'm trying to connect RT to my ActiveDirectory. I have browse some forum but I haven't see the
>    solution to my problem (heaven if some people seems have the same problem). Can you help me to
>    solve the problem ? Or tell me where a beginner can find a very good tutorial ?

Why are you doing this:


require
"/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm"; 

And then setting things manually?
Just copy what you need and set it in your RT_SiteConfig.pm
You appear to be loading the dummy example sql ExternalAuth option 
which defines:

'dbi_driver'                =>  'DBI_DRIVER'

-kevin

> 
>    Here is a copy of the error that I have in my browser. I attach a copy of my RT_SiteConfig to
>    this mail.
> 
>    install_driver(DBI_DRIVER) failed: Can't locate DBD/DBI_DRIVER.pm in @INC (@INC contains:
>    /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib
>    /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0
>    /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
>    /usr/local/lib/site_perl . /etc/apache2) at (eval 1282) line 3,  line 323. Stack: [(eval
>    1282):3] [/usr/lib/perl5/DBI.pm:634]
>    [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:440]
>    [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:218]
>    [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:356]
>    [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:106]
>    [/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:25]
>    [/opt/rt3/share/html/autohandler:256] Perhaps the DBD::DBI_DRIVER perl module hasn't been
>    fully installed, or perhaps the capitalisation of 'DBI_DRIVER' isn't right. Available drivers:
>    DBM, ExampleP, File, Gofer, Proxy, SQLite, Sponge, mysql. at
>    /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 440


From nesius at gmail.com  Tue Aug 25 10:07:07 2009
From: nesius at gmail.com (Robert Nesius)
Date: Tue, 25 Aug 2009 09:07:07 -0500
Subject: [rt-users] Detecting differences between installs
In-Reply-To: <4A934B98.6060808@wesmo.com>
References: <4A934B98.6060808@wesmo.com>
Message-ID: <cac10ddc0908250707m3c244e87xd361a4f503541718@mail.gmail.com>

On Mon, Aug 24, 2009 at 9:25 PM, Rich West <Rich.West at wesmo.com> wrote:

>
> That works as expected in the development environment.  However, in the
> production environment, it gives up after the first command.
> Interestingly, when viewing the email within the RT web UI, every line
> (when submitted via the web form) has an extra carriage return in it,
> causing a blank line between each line.  When I select to download the
> message (with headers), the message looks correct.  I'm not convinced
> that this symptom isn't a red herring, but I thought it was worth
> mentioning.


Extra carriage returns is a bit of a red flag.

By chance, in your production environment are the emails being sourced from
a windows client of some sort such that you get ^M^N end-of-line markers
instead of ^N end-of-line markers (windows vs. unix)...

If you washed the emails through dos2unix before feeding them to the mail
command handlers, I suspect things would work normally again.

Well.. maybe that's grasping at straws a little, but reading your email
that's the first thing that came to mind for me.

-Rob
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From jpierce at cambridgeenergyalliance.org  Tue Aug 25 12:02:14 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 25 Aug 2009 12:02:14 -0400
Subject: [rt-users] Initiating tickets and entering tickets via forward
In-Reply-To: <12F84B65-93B4-4D6E-966C-9443EDDA7138@illinois.edu>
References: <12F84B65-93B4-4D6E-966C-9443EDDA7138@illinois.edu>
Message-ID: <be7163f0908250902u6a81ddd2ya0546e6ed8059279@mail.gmail.com>

> 2) ?Instructors sometimes need to initiate a ticket with a student, as
> if the student was the requester (so that replies will go into RT,
> rather than to the instructor's private email address). ?Again, right
> now they have to do this more-or-less manually by creating the ticket,
> changing requester, then reply to the ticket with their original
> information they wanted to convey. ?Is there a straightforward way to

Why do they have to change requestor? Our users are able to specify
someone else as the requestor upon ticket creation. They then need
only reply afterwards.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From echatham at broadvox.com  Tue Aug 25 12:03:50 2009
From: echatham at broadvox.com (Eric Chatham)
Date: Tue, 25 Aug 2009 12:03:50 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB18A6BE784@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE769@CLEHBEXMS01.broadvox.local>
	<C6B2DE47.5E84%barnesaw@ucrwcu.rwc.uc.edu>
	<4ABA3E162F60624A949503A7F960245EB18A6BE770@CLEHBEXMS01.broadvox.local>
	<be7163f0908200930v2bd90ba4jd2e58c6eb7852a64@mail.gmail.com>
	<4ABA3E162F60624A949503A7F960245EB18A6BE771@CLEHBEXMS01.broadvox.local>
	<4ABA3E162F60624A949503A7F960245EB18A6BE784@CLEHBEXMS01.broadvox.local>
Message-ID: <4ABA3E162F60624A949503A7F960245EB1A1102927@CLEHBEXMS01.broadvox.local>

I'm making some progress on this but I'm still having problems.  It looks like, depending on the queue (reply and comment e-mail addresses), you have to assign certain permissions.  I'm reading this article:

http://wiki.bestpractical.com/view/ItsFinallyInstalledNowWhat

Now, the problem seems to be that I can send e-mail from the RT Server mailgateway, but when I try it from Outlook (using the queue comment e-mail address in the FROM field), I get an e-mail from RT saying:

"Problem with the e-mail addresses and the queue."

>-----Original Message-----
>From: Eric Chatham
>Sent: Friday, August 21, 2009 15:34
>To: Eric Chatham; 'Jerrad Pierce'
>Cc: rt-users at lists.bestpractical.com
>Subject: RE: [rt-users] Inbound E-mail to server
>
>
>
>>-----Original Message-----
>>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>>bounces at lists.bestpractical.com] On Behalf Of Eric Chatham
>>Sent: Thursday, August 20, 2009 12:37
>>To: 'Jerrad Pierce'
>>Cc: rt-users at lists.bestpractical.com
>>Subject: Re: [rt-users] Inbound E-mail to server
>>
>>On Thursday, August 20, 2009 12:30, Jerrad Pierce wrote,
>>
>>>>> Try changing your subject line to [$Organization #ticket_id]
>>
>>>> No go.  I even tried $rtname.
>>
>>> Just to be clear, you're using the value assigned to these variable
>>> sin your site config,
>>> and not the literal strings '$rtname', correct? And a ticket with the
>>> ID you're using
>>> already exists? And the account you're emailing form has the necessary
>>> ACLs to write
>>> to the ticket?
>
>I created a file called "mail" and tried sending it to the rt-mailgateway but
>I receive an e-mail "error."
>
>COMMAND:
>cat mail | /opt/rt3/bin/rt-mailgate --queue MIS --action comment --url
>http://clehbrtrckr01.broadvox.local
>
>MAIL Message:
>-------------------------------
>FROM: root at server.domain.local
>TO: root at server.domain.local
>Subject: [MIS #9] A test
>
>Test
>-------------------------------
>
>
>ERROR E-mail Message from the server:
>-------------------------------
>FROM: root at server.domain.local
>TO: root at server.domain.local
>Subject: Could not load a valid user
>
>RT could not load a valid user, and RT's configuration does not allow for the
>creation of a new user for your email.
>-------------------------------
>
>I'm guessing that root at server.domain.local is not the same as RTUSER, root.
>
>Eric.

CONFIDENTIAL.  This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient.


From jmanton at illinois.edu  Tue Aug 25 14:35:41 2009
From: jmanton at illinois.edu (Jonathan Manton)
Date: Tue, 25 Aug 2009 13:35:41 -0500
Subject: [rt-users] Initiating tickets and entering tickets via forward
In-Reply-To: <BBE4F13B964A4049BA644235410510BE093DF76975@mail01.ccdc.cam.ac.uk>
References: <12F84B65-93B4-4D6E-966C-9443EDDA7138@illinois.edu>
	<BBE4F13B964A4049BA644235410510BE093DF76975@mail01.ccdc.cam.ac.uk>
Message-ID: <3A92D794-E453-4C0A-9B65-2995383FC15F@illinois.edu>


On Aug 25, 2009, at 7:57 AM, Toby Darling wrote:

> Hi Jonathan
>
>> 1)  Sometimes the students send an email directly to their  
>> instructor,
>> rather than sending the email to RT first.  We want those emails  
>> going
>> through RT.
>
> If your instructors have access to a decent email client, they can  
> bounce/redirect the message straight into RT. There's a great  
> Thunderbird extension called Mail Redirect. It's built-in to old- 
> school clients like mutt. We've just been forcibly moved to Outlook/ 
> Exchange and it's all gone pear shaped :-(
>

This works beautifully (and is SO much easier than what I was  
contemplating doing...).

Thanks!


>> 2)  Instructors sometimes need to initiate a ticket with a student,  
>> as
>> if the student was the requester (so that replies will go into RT,
>> rather than to the instructor's private email address).
>
> I've got a similar requirement. After a little thought - how about  
> setting up a new queue that uses a queue specific Autoreply template  
> that does nothing more than include the original message? Instructor  
> goes:
>
>  New Ticket in -> SpecialQueue
>  fill in student as requestor
>  set subject
>  write message
>  click send
>  [RT sends the On Create Autoreply which is just the text that the  
> instructor added]
>  change queue to what it should be
>
> Anyone see an issue with that?
>

This is a good idea.  However, we have to support lots of classes, and  
I don't relish the idea of creating a second queue (with queue- 
specific templates) for each class.  What I ended up doing this  
morning is customizing the global Autoreply template so that it  
detects to see if the ticket was created using the UI, and send a  
different sort of message to the student.

But I don't like how I implemented this.  I ended up having to  
essentially wrap my template in a big if statement, and do one thing  
if the original message contained received headers, and something else  
if not (got this from OnWebCorrespond in Wiki).  This is messy, and  
will be VERY error prone when editing the text.  Is there an easy way  
to simply chose a different template based on some condition for the  
autoreply?  I'd basically just like to choose one template or another  
based on a simple test.

Including the template (as in the ForkTemplate contribution on the  
Wiki) didn't work, since I had variables to evaluate in each template,  
and doing it as ForkTemplate suggests ends up just pasting the perl  
code in the sub-templates, rather than evaluating them.  Maybe wrap  
the template I loaded in an eval statement or something?  I am a perl  
newbie, so I'm at a bit of a loss.



> Cheers
> Toby
>
>
> LEGAL NOTICE
> Unless expressly stated otherwise, information contained in this
> message is confidential. If this message is not intended for you,
> please inform postmaster at ccdc.cam.ac.uk and delete the message.
> The Cambridge Crystallographic Data Centre is a company Limited
> by Guarantee and a Registered Charity.
> Registered in England No. 2155347 Registered Charity No. 800579
> Registered office 12 Union Road, Cambridge CB2 1EZ.



From jpierce at cambridgeenergyalliance.org  Tue Aug 25 14:47:13 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 25 Aug 2009 14:47:13 -0400
Subject: [rt-users] Initiating tickets and entering tickets via forward
In-Reply-To: <3A92D794-E453-4C0A-9B65-2995383FC15F@illinois.edu>
References: <12F84B65-93B4-4D6E-966C-9443EDDA7138@illinois.edu> 
	<BBE4F13B964A4049BA644235410510BE093DF76975@mail01.ccdc.cam.ac.uk> 
	<3A92D794-E453-4C0A-9B65-2995383FC15F@illinois.edu>
Message-ID: <be7163f0908251147v689f338fqd3b925cde10dc16f@mail.gmail.com>

> Including the template (as in the ForkTemplate contribution on the
> Wiki) didn't work, since I had variables to evaluate in each template,
> and doing it as ForkTemplate suggests ends up just pasting the perl
> code in the sub-templates, rather than evaluating them. ?Maybe wrap
> the template I loaded in an eval statement or something? ?I am a perl
> newbie, so I'm at a bit of a loss.

Calling _ParseContent on your $obj instead of fetching the Content should work?

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Tue Aug 25 15:05:11 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 25 Aug 2009 15:05:11 -0400
Subject: [rt-users] Initiating tickets and entering tickets via forward
In-Reply-To: <be7163f0908251147v689f338fqd3b925cde10dc16f@mail.gmail.com>
References: <12F84B65-93B4-4D6E-966C-9443EDDA7138@illinois.edu> 
	<BBE4F13B964A4049BA644235410510BE093DF76975@mail01.ccdc.cam.ac.uk> 
	<3A92D794-E453-4C0A-9B65-2995383FC15F@illinois.edu>
	<be7163f0908251147v689f338fqd3b925cde10dc16f@mail.gmail.com>
Message-ID: <be7163f0908251205j4ea793d9p97c47f21e9ba75d4@mail.gmail.com>

On Tue, Aug 25, 2009 at 14:47, Jerrad
Pierce<jpierce at cambridgeenergyalliance.org> wrote:
>> Including the template (as in the ForkTemplate contribution on the
>> Wiki) didn't work, since I had variables to evaluate in each template,
>> and doing it as ForkTemplate suggests ends up just pasting the perl
>> code in the sub-templates, rather than evaluating them. ?Maybe wrap
>> the template I loaded in an eval statement or something? ?I am a perl
>> newbie, so I'm at a bit of a loss.
>
> Calling _ParseContent on your $obj instead of fetching the Content should work?

And if that doesn't work (if it does, the wiki should be updated),
you might heed the last sentence of ForkTemplate:

  The .. effect could also be achieved through the clever use of
  $self->SetTemplate in CustomCondition.

i.e; do your switching to pick a template in a scrip.
You don't to save on repeated content amongst templates that way though.
Untested example:

  my $trans = $self->TransactionObj;
  return 0 unless $trans->Type eq "Create";
  $self->SetTemplate( $condition ? 'foo' : 'bar' );

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From victor.da.fonseca at fr.schindler.com  Tue Aug 25 16:34:45 2009
From: victor.da.fonseca at fr.schindler.com (victor.da.fonseca at fr.schindler.com)
Date: Tue, 25 Aug 2009 22:34:45 +0200
Subject: [rt-users] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e).
Message-ID: <OF7679A2AC.862EE867-ONC125761D.00710B91-C125761D.00710B91@schindler.com>


Je serai absent(e) du  25/08/2009 au 27/08/2009.

I'll be out of the office starting 25/08 afternoon and will be back on
27/08 morning.


*****************************************
Nota : Les informations contenues dans ce message sont 
exclusivement destin&eacute;es aux personnes 
nomm&eacute;es ci-dessus et peuvent contenir des 
donn&eacute;es confidentielles ou prot&eacute;g&eacute;es. 
Une erreur de transmission n'entra&icirc;ne
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donn&eacute;es. Si vous n'&ecirc;tes pas le destinataire 
pr&eacute;vu de ce message, vous &ecirc;tes inform&eacute;s 
que vous ne devez pas l'utiliser, le divulguer ou le copier, sous 
quelque forme que ce soit. Si vous avez re&ccedil;u ce courrier 
&eacute;lectronique par erreur, merci de le supprimer ainsi que 
ses &eacute;ventuelles copies et d'informer 
imm&eacute;diatement l'exp&eacute;diteur.<br>
Notice : The information contained in this message is intended 
only foruse of the individual(s) named above and may contain 
confidential,proprietary or legally privileged information. No 
confidentiality or privilege is waived or lost by any 
mistransmission. If you are not the intended recipient of this 
message you are hereby notified that you must not use, 
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From jpierce at cambridgeenergyalliance.org  Tue Aug 25 17:04:27 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 25 Aug 2009 17:04:27 -0400
Subject: [rt-users] Initiating tickets and entering tickets via forward
In-Reply-To: <be7163f0908251205j4ea793d9p97c47f21e9ba75d4@mail.gmail.com>
References: <12F84B65-93B4-4D6E-966C-9443EDDA7138@illinois.edu> 
	<BBE4F13B964A4049BA644235410510BE093DF76975@mail01.ccdc.cam.ac.uk> 
	<3A92D794-E453-4C0A-9B65-2995383FC15F@illinois.edu>
	<be7163f0908251147v689f338fqd3b925cde10dc16f@mail.gmail.com> 
	<be7163f0908251205j4ea793d9p97c47f21e9ba75d4@mail.gmail.com>
Message-ID: <be7163f0908251404i310363ecjfed9d1418ce92edd@mail.gmail.com>

On Tue, Aug 25, 2009 at 15:05, Jerrad
Pierce<jpierce at cambridgeenergyalliance.org> wrote:
> On Tue, Aug 25, 2009 at 14:47, Jerrad
> Pierce<jpierce at cambridgeenergyalliance.org> wrote:
>>> Including the template (as in the ForkTemplate contribution on the
>>> Wiki) didn't work, since I had variables to evaluate in each template,
>>> and doing it as ForkTemplate suggests ends up just pasting the perl
>>> code in the sub-templates, rather than evaluating them. ?Maybe wrap
>>> the template I loaded in an eval statement or something? ?I am a perl
>>> newbie, so I'm at a bit of a loss.

Okay, ForkTemplate has been updated with tested code that will handle
inclusion of full-templates without twiddling any of RT's private bits.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jesse at bestpractical.com  Tue Aug 25 18:30:25 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 Aug 2009 18:30:25 -0400
Subject: [rt-users] RFC: Winter RT Training location in Europe
Message-ID: <20090825223025.GB32349@mar-adentro>

Hi everybody,

As many of you know, Best Practical sends me out a couple times a year
to do public RT training classes, mostly aimed at RT administrators and
developers.   Generally, we do Boston, San Francisco and "Somewhere in
Europe."

In the past, we've done european training Amsterdam, Berlin and Madrid.
We've done a seperate one-day course with O'Reilly and UKUUG in London.

We're currently trying to schedule a 1-2 day class for late January 
"somewhere in Europe".  I suspect that somewhere a bit on the southern
side of things will be best (warmest), but I also know that while the
Canary Islands are technically part of Spain, nobody's boss will send
them to a training class in Gran Canaria.   

An ideal training locale will be easy to reach by plane from most of
western Europe and navigable by attendees who may speak only English.
It also needs to be somewhere your boss won't immediately decide is 
a beach holiday in disguise.  

Should we stay in Madrid? Try Barcelona? Go back to Amsterdam? Head
somewhere else? If you think your employer might send 5 or more people, 
that's a good reason to make a suggestion.

If you could reply to me _off list_ with suggestions of locales, I'd
greatly appreciate it. 

Thanks!

Jesse
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From david.hooton at platformnetworks.net  Tue Aug 25 18:55:47 2009
From: david.hooton at platformnetworks.net (David Hooton)
Date: Wed, 26 Aug 2009 08:55:47 +1000
Subject: [rt-users] New queues not appearing in queue list
In-Reply-To: <bdbd084b0908242330i2068e5acoaa442f9944c54d76@mail.gmail.com>
References: <AcolELzM4nA0vahdThy4ANk9CbebKA==>
	<5C997B72BFAE0E43A2BC15743A787D7675C0538A83@ralph.syd01.office.plat.net.au.local>
	<bdbd084b0908242330i2068e5acoaa442f9944c54d76@mail.gmail.com>
Message-ID: <5C997B72BFAE0E43A2BC15743A787D7675C0538AD1@ralph.syd01.office.plat.net.au.local>

:( yes that worked, sorry for the list noise!

Kind Regards,

David Hooton
Managing Director
Platform Networks
www.platformnetworks.net<http://www.platformnetworks.net>

3G wireless data solutions from Platform Networks - Ask me for more information

From: Torsten Brumm [mailto:torsten.brumm at googlemail.com]
Sent: Tuesday, 25 August 2009 4:31 PM
To: David Hooton
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New queues not appearing in queue list

Have you tried to relogin after creating them? Do they appear after relogin?
2009/8/25 David Hooton <david.hooton at platformnetworks.net<mailto:david.hooton at platformnetworks.net>>

Hi All,



We've got RT, RTIR and RTFM installed together and for some reason when I add new queues they aren't showing up when I try to assign tickets to them.



They do appear in the "quick search" box on the right of the front page, but they don't appear anywhere in the new ticket creation options, or if I open an existing ticket and try to assign that ticket to a different queue.



Kind Regards,



David Hooton

Managing Director

Platform Networks

www.platformnetworks.net<http://www.platformnetworks.net>



3G wireless data solutions from Platform Networks - Ask me for more information



_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com<mailto:sales at bestpractical.com>


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com



--
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From jpierce at cambridgeenergyalliance.org  Tue Aug 25 19:09:48 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 25 Aug 2009 19:09:48 -0400
Subject: [rt-users] Inbound E-mail to server
In-Reply-To: <4ABA3E162F60624A949503A7F960245EB1A1102927@CLEHBEXMS01.broadvox.local>
References: <4ABA3E162F60624A949503A7F960245EB18A6BE769@CLEHBEXMS01.broadvox.local>
	<C6B2DE47.5E84%barnesaw@ucrwcu.rwc.uc.edu>
	<4ABA3E162F60624A949503A7F960245EB18A6BE770@CLEHBEXMS01.broadvox.local>
	<be7163f0908200930v2bd90ba4jd2e58c6eb7852a64@mail.gmail.com> 
	<4ABA3E162F60624A949503A7F960245EB18A6BE771@CLEHBEXMS01.broadvox.local>
	<4ABA3E162F60624A949503A7F960245EB18A6BE784@CLEHBEXMS01.broadvox.local>
	<4ABA3E162F60624A949503A7F960245EB1A1102927@CLEHBEXMS01.broadvox.local>
Message-ID: <be7163f0908251609q36b03e6ftc2de4b1e67101665@mail.gmail.com>

> Now, the problem seems to be that I can send e-mail from the RT Server mailgateway, but when I try it from Outlook (using the queue comment e-mail address in the FROM field), I get an e-mail from RT saying:
From?? You should be sending mail *to* the correspond or comment address *from*
a legitimate user.


From matt at hoov.net  Tue Aug 25 19:09:44 2009
From: matt at hoov.net (Matt Hoover)
Date: Tue, 25 Aug 2009 16:09:44 -0700
Subject: [rt-users] Unanswered question var directory has lots of txt files
Message-ID: <996ab0890908251609o68a13a79t4bea5ea0b4e29ccf@mail.gmail.com>

This might be an easy configuration option I am missing  ?  Help

>I have a ton of entries in my RT *var* directory like
>"*var*/EtAdLbtGpw/part-5014-176.*txt*" - which contain automated *email*replys.
>Do I need to keep all of these entries?  Can I disable this?

Thanks!

Matt
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From jpierce at cambridgeenergyalliance.org  Tue Aug 25 19:25:00 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 25 Aug 2009 19:25:00 -0400
Subject: [rt-users] HELP with RT API
In-Reply-To: <4A8F1815.2040205@lbl.gov>
References: <4A8F1815.2040205@lbl.gov>
Message-ID: <be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>

> I'm in a mess trying to figure out why RT:API will NOT put dates in the
> Ticket record when I read an input file.
It's a known "feature" of RT e.g;
http://www.gossamer-threads.com/lists/rt/devel/82750?search_string=Backdating%20transactions;#82750


From jpierce at cambridgeenergyalliance.org  Tue Aug 25 19:44:52 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 25 Aug 2009 19:44:52 -0400
Subject: [rt-users] Unanswered question var directory has lots of txt
	files
In-Reply-To: <996ab0890908251609o68a13a79t4bea5ea0b4e29ccf@mail.gmail.com>
References: <996ab0890908251609o68a13a79t4bea5ea0b4e29ccf@mail.gmail.com>
Message-ID: <be7163f0908251644y2fb68499p30d7d1cffeb0f7ce@mail.gmail.com>

On Tue, Aug 25, 2009 at 19:09, Matt Hoover<matt at hoov.net> wrote:
> This might be an easy configuration option I am missing  ?  Help
>
>>I have a ton of entries in my RT var directory like
>>"var/EtAdLbtGpw/part-5014-176.txt" - which contain automated email replys.
>>Do I need to keep all of these entries?  Can I disable this?
>
See MIME::Entity

In my experience everything RT makes in var is disposable;
as var has traditionally meant, until recent times when distros
began moving lots of other stuff there.


From benno at NLnetLabs.nl  Wed Aug 26 08:14:29 2009
From: benno at NLnetLabs.nl (Benno Overeinder)
Date: Wed, 26 Aug 2009 14:14:29 +0200
Subject: [rt-users] Using https in web interface results sometimes in
 "Bad Request"
In-Reply-To: <BD2DC46B41EDA3468D1FB92AF6DF40C006D328FD40@p1hk06s.hk.principleone.com>
References: <4A5E1E89.4070401@NLnetLabs.nl>
	<4A5F30C5.5090604@NLnetLabs.nl>	<589c94400907161342l30128c8en6a764fad755d010b@mail.gmail.com>
	<4A6039FA.3040300@NLnetLabs.nl>
	<BD2DC46B41EDA3468D1FB92AF6DF40C006D328FD40@p1hk06s.hk.principleone.com>
Message-ID: <4A952725.5000507@NLnetLabs.nl>

James,

On 8/25/09 9:47 AM, James J. Oliver wrote:
> Thanks for the investigation - that throws more light on it. We were using http internally and https externally - I think I may just patch my systems as per your test and use https 100% of the time, the server is not particularly heavily loaded so it should not be a big problem. How did you decide to proceed and have you had any more feedback on the "if" statement?

Thank you for looking into unintended https/http switch.  As we (at our
lab) travel quite frequently and hook up to different wireless networks,
we try to access our service via https/ssl/tls/...

I did not receive any more feedback on the "if" statement.  The way we
proceed is quite simple, actually.  If with an action a redirect of
http://...:443/... occurs, we just correct the url in the browser to
https://...:443/...  Everything goes fine after that, including the
confirmation that the action is processed.

For convenience, I can hard code $uri->scheme('https'), which is fine
for our workflow.

Thanks,

-- Benno

-- 
Benno J. Overeinder
NLnet Labs
http://www.nlnetlabs.nl/


From falcone at bestpractical.com  Wed Aug 26 09:35:12 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 Aug 2009 09:35:12 -0400
Subject: [rt-users] HELP with RT API
In-Reply-To: <be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
Message-ID: <20090826133512.GB806@jibsheet.com>

On Tue, Aug 25, 2009 at 07:25:00PM -0400, Jerrad Pierce wrote:
> > I'm in a mess trying to figure out why RT:API will NOT put dates in the
> > Ticket record when I read an input file.
> It's a known "feature" of RT e.g;
> http://www.gossamer-threads.com/lists/rt/devel/82750?search_string=Backdating%20transactions;#82750

You absolutely can set dates on tickets during import, otherwise the
RT2-to-RT3 and RT1-to-RT3 importers wouldn't be able to backdate
history.  You're talking about changing an existing Transaction, which
is indeed blocked but worked around rather trivially as needed.

-kevin


From Rich.West at wesmo.com  Wed Aug 26 10:40:41 2009
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 26 Aug 2009 10:40:41 -0400
Subject: [rt-users] Detecting differences between installs
In-Reply-To: <20090825131954.GB3372@easter-eggs.com>
References: <4A934B98.6060808@wesmo.com>
	<20090825131954.GB3372@easter-eggs.com>
Message-ID: <4A954969.8070109@wesmo.com>

On 08/25/2009 09:19 AM, Emmanuel Lacour wrote:
> On Mon, Aug 24, 2009 at 10:25:28PM -0400, Rich West wrote:
>   
>> Is there an easy(ish) way to determine what version of the perl modules
>> are installed on each of these systems so I could attempt to sync the
>> two?  Or am I barking up the wrong tree here.  I even went so far as to
>> perform a complete clean install of the production tree and the two
>> extensions that we are currently using, changing only the master
>> RT_SiteConfig and the external auth RT_SiteConfig files to no avail.
>>
>>     
> a first easy step is to compare what RT give you as a summary of
> configuration in RT web ui menu: Configuration->Tools->System
> configuration.
>   

Doh.. forgot that was there.  Thanks!  That helped.. I was able to make
sure that everything was sync'ed between the two from an RT perspective.

Thanks!
-Rich


From eestimatee at gmx.de  Wed Aug 26 11:17:04 2009
From: eestimatee at gmx.de (Eesti Matee)
Date: Wed, 26 Aug 2009 17:17:04 +0200
Subject: [rt-users] CommandByMail - How to modify the seperator?
Message-ID: <20090826151704.96690@gmx.net>

Hello

I'd like to modify the colon that seperates the command from the value (command:value) to somewhat less common (e.g. ]~] ).

Is this possible? And if so, where do I've to define the new seperator/string?

Kind regards
Eesti




-- 
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Jetzt freischalten unter http://portal.gmx.net/de/go/maxdome01


From kfcrocker at lbl.gov  Wed Aug 26 11:25:40 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 26 Aug 2009 08:25:40 -0700
Subject: [rt-users] HELP with RT API
In-Reply-To: <20090826133512.GB806@jibsheet.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com>
Message-ID: <4A9553F4.5050500@lbl.gov>

Kevin,

If I understand what you and Jerrad are saying is that RT/API NORMALLY 
puts a date in those fields and if I am going to override, I need to 
code a work-around. Thank you. AT least I Know I'm not going crazy 
(yet). So, any hints (like code-type stuff ;-) on that work-around?

Kenn
LBNL

On 8/26/2009 6:35 AM, Kevin Falcone wrote:
> On Tue, Aug 25, 2009 at 07:25:00PM -0400, Jerrad Pierce wrote:
>   
>>> I'm in a mess trying to figure out why RT:API will NOT put dates in the
>>> Ticket record when I read an input file.
>>>       
>> It's a known "feature" of RT e.g;
>> http://www.gossamer-threads.com/lists/rt/devel/82750?search_string=Backdating%20transactions;#82750
>>     
>
> You absolutely can set dates on tickets during import, otherwise the
> RT2-to-RT3 and RT1-to-RT3 importers wouldn't be able to backdate
> history.  You're talking about changing an existing Transaction, which
> is indeed blocked but worked around rather trivially as needed.
>
> -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
>
>   
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From falcone at bestpractical.com  Wed Aug 26 11:30:19 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 Aug 2009 11:30:19 -0400
Subject: [rt-users] HELP with RT API
In-Reply-To: <4A9553F4.5050500@lbl.gov>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A9553F4.5050500@lbl.gov>
Message-ID: <20090826153019.GC806@jibsheet.com>

On Wed, Aug 26, 2009 at 08:25:40AM -0700, Ken Crocker wrote:
>    If I understand what you and Jerrad are saying is that RT/API NORMALLY puts a date in those
>    fields and if I am going to override, I need to code a work-around. Thank you. AT least I Know
>    I'm not going crazy (yet). So, any hints (like code-type stuff ;-) on that work-around?

Kenn

What I said was that what you're trying to do is absolutely doable and
I pointed you to two programs that already do it and have the proper
formatting code (namely the rt1-to-rt3 and rt2-to-rt3 converters, both
available on cpan, the rt1 converter may be a bit cleaner)

Also, you don't have to CC, I read the list and set Reply-To
explicitly

-kevin


From falcone at bestpractical.com  Wed Aug 26 11:32:30 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 Aug 2009 11:32:30 -0400
Subject: [rt-users] CommandByMail - How to modify the seperator?
In-Reply-To: <20090826151704.96690@gmx.net>
References: <20090826151704.96690@gmx.net>
Message-ID: <20090826153230.GD806@jibsheet.com>

On Wed, Aug 26, 2009 at 05:17:04PM +0200, Eesti Matee wrote:
> I'd like to modify the colon that seperates the command from the value (command:value) to somewhat less common (e.g. ]~] ).
> Is this possible? And if so, where do I've to define the new seperator/string?

Look for pseudoheaders in the code and you'll find the regular
expressions responsible.

You know you can limit the module to executing for a single group,
right?  This may cut down on false positives.  CommandByMailGroup

-kevin


From eestimatee at gmx.de  Wed Aug 26 11:54:55 2009
From: eestimatee at gmx.de (Eesti Matee)
Date: Wed, 26 Aug 2009 17:54:55 +0200
Subject: [rt-users] CommandByMail - How to modify the seperator?
In-Reply-To: <20090826153230.GD806@jibsheet.com>
References: <20090826151704.96690@gmx.net> <20090826153230.GD806@jibsheet.com>
Message-ID: <20090826155455.96690@gmx.net>

> > I'd like to modify the colon that seperates the command from the value
> (command:value) to somewhat less common (e.g. ]~] ).
> > Is this possible? And if so, where do I've to define the new
> seperator/string?
> 
> Look for pseudoheaders in the code and you'll find the regular
> expressions responsible.

I feared that response ;-)

> You know you can limit the module to executing for a single group,
> right?  This may cut down on false positives.  CommandByMailGroup

Well, because I stick to the things that the Debian/stable repository has to offer, I'm stuck with rt3.6. Or does CommandByMailGroup work for 3.6 as well?
-- 
Jetzt kostenlos herunterladen: Internet Explorer 8 und Mozilla Firefox 3 -
sicherer, schneller und einfacher! http://portal.gmx.net/de/go/atbrowser


From kfcrocker at lbl.gov  Wed Aug 26 12:02:14 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 26 Aug 2009 09:02:14 -0700
Subject: [rt-users] HELP with RT API
In-Reply-To: <20090826153019.GC806@jibsheet.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A9553F4.5050500@lbl.gov>
	<20090826153019.GC806@jibsheet.com>
Message-ID: <4A955C86.4060403@lbl.gov>

Kevin,

Got it. Thanks.

Kenn
LBNL

On 8/26/2009 8:30 AM, Kevin Falcone wrote:
> On Wed, Aug 26, 2009 at 08:25:40AM -0700, Ken Crocker wrote:
>   
>>    If I understand what you and Jerrad are saying is that RT/API NORMALLY puts a date in those
>>    fields and if I am going to override, I need to code a work-around. Thank you. AT least I Know
>>    I'm not going crazy (yet). So, any hints (like code-type stuff ;-) on that work-around?
>>     
>
> Kenn
>
> What I said was that what you're trying to do is absolutely doable and
> I pointed you to two programs that already do it and have the proper
> formatting code (namely the rt1-to-rt3 and rt2-to-rt3 converters, both
> available on cpan, the rt1 converter may be a bit cleaner)
>
> Also, you don't have to CC, I read the list and set Reply-To
> explicitly
>
> -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
>
>   
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From falcone at bestpractical.com  Wed Aug 26 12:03:49 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 Aug 2009 12:03:49 -0400
Subject: [rt-users] CommandByMail - How to modify the seperator?
In-Reply-To: <20090826155455.96690@gmx.net>
References: <20090826151704.96690@gmx.net> <20090826153230.GD806@jibsheet.com>
	<20090826155455.96690@gmx.net>
Message-ID: <20090826160349.GE806@jibsheet.com>

On Wed, Aug 26, 2009 at 05:54:55PM +0200, Eesti Matee wrote:
> > > I'd like to modify the colon that seperates the command from the value
> > (command:value) to somewhat less common (e.g. ]~] ).
> > > Is this possible? And if so, where do I've to define the new
> > seperator/string?
> > 
> > Look for pseudoheaders in the code and you'll find the regular
> > expressions responsible.
> 
> I feared that response ;-)
> 
> > You know you can limit the module to executing for a single group,
> > right?  This may cut down on false positives.  CommandByMailGroup
> 
> Well, because I stick to the things that the Debian/stable repository has to offer, I'm stuck with rt3.6. Or does CommandByMailGroup work for 3.6 as well?

CommandByMailGroup is a feature of the CommandByMail extension, not
core RT.  You'll need to figure out what version of the extension
you're running to tell if you have it.

-kevin


From eestimatee at gmx.de  Wed Aug 26 12:11:33 2009
From: eestimatee at gmx.de (Eesti Matee)
Date: Wed, 26 Aug 2009 18:11:33 +0200
Subject: [rt-users] CommandByMail - How to modify the seperator?
In-Reply-To: <20090826160349.GE806@jibsheet.com>
References: <20090826151704.96690@gmx.net> <20090826153230.GD806@jibsheet.com>
	<20090826155455.96690@gmx.net> <20090826160349.GE806@jibsheet.com>
Message-ID: <20090826161133.96670@gmx.net>

> On Wed, Aug 26, 2009 at 05:54:55PM +0200, Eesti Matee wrote:
> > > > I'd like to modify the colon that seperates the command from the
> value
> > > (command:value) to somewhat less common (e.g. ]~] ).
> > > > Is this possible? And if so, where do I've to define the new
> > > seperator/string?
> > > 
> > > Look for pseudoheaders in the code and you'll find the regular
> > > expressions responsible.
> > 
> > I feared that response ;-)
> > 
> > > You know you can limit the module to executing for a single group,
> > > right?  This may cut down on false positives.  CommandByMailGroup
> > 
> > Well, because I stick to the things that the Debian/stable repository
> has to offer, I'm stuck with rt3.6. Or does CommandByMailGroup work for 3.6
> as well?
> 
> CommandByMailGroup is a feature of the CommandByMail extension, not
> core RT.  You'll need to figure out what version of the extension
> you're running to tell if you have it.

Oh, I see... than thanks for the quick answers. 

And thanks for this fine piece of OSS!

Eesti



-- 
Jetzt kostenlos herunterladen: Internet Explorer 8 und Mozilla Firefox 3 -
sicherer, schneller und einfacher! http://portal.gmx.net/de/go/chbrowser


From andy_pikey at hotmail.com  Wed Aug 26 14:04:00 2009
From: andy_pikey at hotmail.com (Andrew Pike)
Date: Wed, 26 Aug 2009 19:04:00 +0100
Subject: [rt-users] FW:  403 Forbidden
Message-ID: <SNT109-DS23370B755381FCC599FB6ECF70@phx.gbl>

Hi all,

 

Newbie here and would really appreciate some help here.  I?ve recently just
installed RT (v3.6.7) on Gentoo using the provided ebuilds.  The install
seems to have gone okay except I could not log onto the web interface.
After buying RT essentials I convinced myself the my configuration was ok
but I still got the below error.  I noticed that my RT_SiteConfig.pm file
was owned by root so changed this to rt:rt.  However when I checked my log
file (/var/logs/apache/error_log) I was the following entry:

 

=================================

Can't locate //var/www/helpdesk.pikedom.com/rt-3.6.7/etc/RT_SiteConfig.pm in
@INC (@INC contains: //var/www/helpdesk.pikedom.com/rt-3.6.7/local/lib
//var/www/helpdesk.pikedom.com/rt-3.6.7/lib /etc/perl
/usr/lib/perl5/vendor_perl/5.8.8/i686-linux /usr/lib/perl5/vendor_perl/5.8.8
/usr/lib/perl5/vendor_perl /usr/lib/perl5/site_perl/5.8.8/i686-linux
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib/perl5/5.8.8/i686-linux /usr/lib/perl5/5.8.8
/usr/local/lib/site_perl .) at
//var/www/helpdesk.pikedom.com/rt-3.6.7/lib/RT.pm line 152.

.

.

.

RT couldn't load RT config file
//var/www/helpdesk.pikedom.com/rt-3.6.7/etc/RT_SiteConfig.pm as:

    user: apache

    group: apache

 

The file is owned by user rt and group rt.

 

This usually means that the user/group your webserver is running

as cannot read the file.  Be careful not to make the permissions

on this file too liberal, because it contains database passwords.

You may need to put the webserver user in the appropriate group

(rt) or change permissions be able to run succesfully.

=================================

 

I then added apache to the rt group (usermod -G rt apache) but now I see the
following entries in my log:

 

=================================

Could not create
'/var/www/helpdesk.pikedom.com/rt-3.6.7/var/mason_data/obj/.__obj_create_mar
ker': Permission denied

Stack:

  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:222]

  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:169]

  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:155]

  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:329]

  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:53]

  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/CGIHandler.pm:48]

 
[/var/www/helpdesk.pikedom.com/rt-3.6.7/lib/RT/Interface/Web/Handler.pm:173]

 
[/var/www/helpdesk.pikedom.com/rt-3.6.7/lib/RT/Interface/Web/Handler.pm:168]

  [/var/www/helpdesk.pikedom.com/rt-3.6.7/bin/webmux.pl:89]

=================================

 

 

Am I doing the right thing?  Can anyone offer any advice?

 

Thanks in advance,

Andy

 

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Pike
Sent: 22 August 2009 16:04
To: rt-users at lists.bestpractical.com
Subject: [rt-users] 403 Forbidden

 

Hi,

 

I am trying to log into the RT UI via a web browser for the first time but
am unable to get anything other than a ?403 Forbidden? page.  Can anyone
point me in the right direction?  It is anything to do with file permissions
or could it be something wrong in my setup / config?

 

Many thanks,

Andy

 

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From kfcrocker at lbl.gov  Wed Aug 26 16:50:36 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 26 Aug 2009 13:50:36 -0700
Subject: [rt-users] HELP with RT API
In-Reply-To: <20090826133512.GB806@jibsheet.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com>
Message-ID: <4A95A01C.4080900@lbl.gov>

Kevin,

I hate to bug you, but I went to your link and saw some code. I'm not a 
big perl guy (I can code some simple scrips, etc.) so some of it 
confuses me. Attached is the program I've been speaking of. I put what I 
thought would be the correct code in it ("set Date Fields").
It is not working. Before I added that "set Date Fields" section, the 
program would run, but the date fields remained empty, except the 
resolved date and that would have today's date.
Could you please look at it and show me what I did wrong? Thanks.

Kenn
LBNL

On 8/26/2009 6:35 AM, Kevin Falcone wrote:
> On Tue, Aug 25, 2009 at 07:25:00PM -0400, Jerrad Pierce wrote:
>   
>>> I'm in a mess trying to figure out why RT:API will NOT put dates in the
>>> Ticket record when I read an input file.
>>>       
>> It's a known "feature" of RT e.g;
>> http://www.gossamer-threads.com/lists/rt/devel/82750?search_string=Backdating%20transactions;#82750
>>     
>
> You absolutely can set dates on tickets during import, otherwise the
> RT2-to-RT3 and RT1-to-RT3 importers wouldn't be able to backdate
> history.  You're talking about changing an existing Transaction, which
> is indeed blocked but worked around rather trivially as needed.
>
> -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
>
>   
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From allen+rtlist at crystalfontz.com  Wed Aug 26 21:01:06 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Wed, 26 Aug 2009 18:01:06 -0700
Subject: [rt-users] Editing Comments or Replies
Message-ID: <885d981e0908261801u5a2d54b0mc07ec79ffa58ef38@mail.gmail.com>

> We have a tool floating around on the website or the wiki that allows
> a systems administrator to censor a single transaction

Looks like that is here, but is old. Would it work in 3.8?

http://download.bestpractical.com/pub//rt/contrib/3.0/Other/Censorware/


Allen


From rjh1011 at cam.ac.uk  Thu Aug 27 06:25:52 2009
From: rjh1011 at cam.ac.uk (Ray Horne)
Date: Thu, 27 Aug 2009 11:25:52 +0100
Subject: [rt-users] No permission to view ticket after requeue
Message-ID: <20090827102552.GB10637@linux02.lib.cam.ac.uk>

I have 2 users each of whom wants to be able to only see tickets in the
queue they look after. Each of them needs however to be able to requeue into
the other queue. To achieve this I've granted them both SeeQueue globally,
but ShowTicket only on the queue they look after. This works fine but after
requeuing there is an error message 'No permission to view ticket' presumably 
because the ticket is now in a queue they don't have ShowTicket on.
The requeue works but I would like to suppress the error message, any
ideas how to do that?

Ray Horne
Linux Systems Manager
Cambridge University Library


From falcone at bestpractical.com  Thu Aug 27 10:14:33 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 Aug 2009 10:14:33 -0400
Subject: [rt-users] HELP with RT API
In-Reply-To: <4A95A01C.4080900@lbl.gov>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov>
Message-ID: <20090827141433.GF806@jibsheet.com>

On Wed, Aug 26, 2009 at 01:50:36PM -0700, Ken Crocker wrote:
>    Kevin,
> 
>    I hate to bug you, but I went to your link and saw some code. I'm not a big perl guy (I can
>    code some simple scrips, etc.) so some of it confuses me. Attached is the program I've been
>    speaking of. I put what I thought would be the correct code in it ("set Date Fields").
>    It is not working. Before I added that "set Date Fields" section, the program would run, but
>    the date fields remained empty, except the resolved date and that would have today's date.
>    Could you please look at it and show me what I did wrong? Thanks.

Ken

You're not providing any data or logging or error messages
I suggest you warn out the original date, the processed date, the ISO
date and turn your debugging logs on.  You also probably want to start
by getting ticket Create working with hardcoded date strings and then
move on to processing your data.

-kevin



From falcone at bestpractical.com  Thu Aug 27 10:16:26 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 Aug 2009 10:16:26 -0400
Subject: [rt-users] No permission to view ticket after requeue
In-Reply-To: <20090827102552.GB10637@linux02.lib.cam.ac.uk>
References: <20090827102552.GB10637@linux02.lib.cam.ac.uk>
Message-ID: <20090827141626.GG806@jibsheet.com>

On Thu, Aug 27, 2009 at 11:25:52AM +0100, Ray Horne wrote:
> I have 2 users each of whom wants to be able to only see tickets in the
> queue they look after. Each of them needs however to be able to requeue into
> the other queue. To achieve this I've granted them both SeeQueue globally,
> but ShowTicket only on the queue they look after. This works fine but after
> requeuing there is an error message 'No permission to view ticket' presumably 
> because the ticket is now in a queue they don't have ShowTicket on.
> The requeue works but I would like to suppress the error message, any
> ideas how to do that?

Its at the bottom of Ticket/Modify.html
There is a patch somewhere in http://rt3.fsck.com to show the results
if you move the ticket into a queue you don't have permissions on, but
it was sent back for some extra hacking before being included in
trunk.

-kevin


From tassni at gmail.com  Thu Aug 27 10:53:14 2009
From: tassni at gmail.com (=?ISO-8859-1?Q?Tassni_Eunice_Miguel_Lopes_Can=E7ado?=)
Date: Thu, 27 Aug 2009 11:53:14 -0300
Subject: [rt-users] Search results filtered (queue permission)
Message-ID: <f71257f90908270753w2903b44dt8bdc03d02a0dd8e5@mail.gmail.com>

Hi.

When I search something and don't include the queue in search terms', RT
shows "Found N tickets", but lists only M (M < N). This probably was
happening because I don't have permission on the N-M tickets' queues. Is
there a way to change de order of the result, "filter queues -> search"
instead of "search -> filter queues" ?

RT version: 3.8.2.

Thanks,

Tassni Can?ado
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From kfcrocker at lbl.gov  Thu Aug 27 11:52:21 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 27 Aug 2009 08:52:21 -0700
Subject: [rt-users] HELP with RT API
In-Reply-To: <20090827141433.GF806@jibsheet.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov>
	<20090827141433.GF806@jibsheet.com>
Message-ID: <4A96ABB5.2080109@lbl.gov>

Kevin,

My log has been on and it gives no errors. This is it (for a small file 
for testing):

-bash-3.00$ ./RT-TravelConversion.pl
Use of uninitialized value in concatenation (.) or string at 
/apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 35.
Use of uninitialized value in concatenation (.) or string at 
/apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
Use of uninitialized value in concatenation (.) or string at 
/apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
Subroutine Connect redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 90.
Subroutine BuildDSN redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 
121.
New_Ticket request=1 Ticket 87287 created in queue 'FS-Travel'
New_Ticket request=2 Ticket 87288 created in queue 'FS-Travel'
New_Ticket request=4 Ticket 87289 created in queue 'FS-Travel'
New_Ticket request=5 Ticket 87290 created in queue 'FS-Travel'
New_Ticket request=5 Ticket 87291 created in queue 'FS-Travel'
New_Ticket request=5 Ticket 87292 created in queue 'FS-Travel'
New_Ticket request=5 Ticket 87293 created in queue 'FS-Travel'
New_Ticket request=6 Ticket 87294 created in queue 'FS-Travel'
New_Ticket request=7 Ticket 87295 created in queue 'FS-Travel'
New_Ticket request=8 Ticket 87296 created in queue 'FS-Travel'
New_Ticket request=9 Ticket 87297 created in queue 'FS-Travel'
New_Ticket request=10 Ticket 87298 created in queue 'FS-Travel'
-bash-3.00$

Nothing in those messages syas I have a code problem or anything. You 
have the code (attached in last note). The code seems simple enough, I 
just can't seem to see the problem.


Kenn
LBNL

On 8/27/2009 7:14 AM, Kevin Falcone wrote:
> On Wed, Aug 26, 2009 at 01:50:36PM -0700, Ken Crocker wrote:
>   
>>    Kevin,
>>
>>    I hate to bug you, but I went to your link and saw some code. I'm not a big perl guy (I can
>>    code some simple scrips, etc.) so some of it confuses me. Attached is the program I've been
>>    speaking of. I put what I thought would be the correct code in it ("set Date Fields").
>>    It is not working. Before I added that "set Date Fields" section, the program would run, but
>>    the date fields remained empty, except the resolved date and that would have today's date.
>>    Could you please look at it and show me what I did wrong? Thanks.
>>     
>
> Ken
>
> You're not providing any data or logging or error messages
> I suggest you warn out the original date, the processed date, the ISO
> date and turn your debugging logs on.  You also probably want to start
> by getting ticket Create working with hardcoded date strings and then
> move on to processing your data.
>
> -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
>
>   
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From falcone at bestpractical.com  Thu Aug 27 12:18:36 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 Aug 2009 12:18:36 -0400
Subject: [rt-users] HELP with RT API
In-Reply-To: <4A96ABB5.2080109@lbl.gov>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov>
	<20090827141433.GF806@jibsheet.com> <4A96ABB5.2080109@lbl.gov>
Message-ID: <20090827161836.GH806@jibsheet.com>

On Thu, Aug 27, 2009 at 08:52:21AM -0700, Ken Crocker wrote:
>    Kevin,
> 
>    My log has been on and it gives no errors. This is it (for a small file for testing):
> 
>    -bash-3.00$ ./RT-TravelConversion.pl
>    Use of uninitialized value in concatenation (.) or string at
>    /apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 35.
>    Use of uninitialized value in concatenation (.) or string at
>    /apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
>    Use of uninitialized value in concatenation (.) or string at
>    /apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
>    Subroutine Connect redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 90.
>    Subroutine BuildDSN redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 121.
>    New_Ticket request=1 Ticket 87287 created in queue 'FS-Travel'
>    New_Ticket request=2 Ticket 87288 created in queue 'FS-Travel'
>    New_Ticket request=4 Ticket 87289 created in queue 'FS-Travel'
>    New_Ticket request=5 Ticket 87290 created in queue 'FS-Travel'
>    New_Ticket request=5 Ticket 87291 created in queue 'FS-Travel'
>    New_Ticket request=5 Ticket 87292 created in queue 'FS-Travel'
>    New_Ticket request=5 Ticket 87293 created in queue 'FS-Travel'
>    New_Ticket request=6 Ticket 87294 created in queue 'FS-Travel'
>    New_Ticket request=7 Ticket 87295 created in queue 'FS-Travel'
>    New_Ticket request=8 Ticket 87296 created in queue 'FS-Travel'
>    New_Ticket request=9 Ticket 87297 created in queue 'FS-Travel'
>    New_Ticket request=10 Ticket 87298 created in queue 'FS-Travel'
>    -bash-3.00$
> 
>    Nothing in those messages syas I have a code problem or anything. You have the code (attached
>    in last note). The code seems simple enough, I just can't seem to see the problem.

Kenn

What happened when you started warning out your data and the converted
data that you're handing to Create?  What happened when you modified
your code to use a hardcoded date in a known-good format? (As
suggested in my response)

>  You're not providing any data or logging or error messages
>  I suggest you warn out the original date, the processed date, the ISO
>  date and turn your debugging logs on.  You also probably want to start
>  by getting ticket Create working with hardcoded date strings and then
>  move on to processing your data.

-kevin


From tjg at soe.ucsc.edu  Thu Aug 27 12:59:52 2009
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Thu, 27 Aug 2009 09:59:52 -0700 (PDT)
Subject: [rt-users] E-Mail to Queue Doesn't Generate Outbound Notifications
In-Reply-To: <302838022.952911251392343153.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <884220796.952961251392392882.JavaMail.root@mail-01.cse.ucsc.edu>

Hi,

I have a web form that is sending an e-mail directly to an RT Queue address.  Tickets are being created based on those e-mails, but no messages are being sent out to the queue watchers when the new ticket is created.  There is nothing in the ticket history that says any attempt to send out any e-mail was made.  Is there some option I have to set to cause the queue to send out an "Here's your RT tracking number" e-mail for this queue?

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg at soe.ucsc.edu
831-459-5354



From kfcrocker at lbl.gov  Thu Aug 27 13:58:52 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 27 Aug 2009 10:58:52 -0700
Subject: [rt-users] HELP with RT API
In-Reply-To: <20090827161836.GH806@jibsheet.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov>
	<20090827141433.GF806@jibsheet.com> <4A96ABB5.2080109@lbl.gov>
	<20090827161836.GH806@jibsheet.com>
Message-ID: <4A96C95C.8090709@lbl.gov>

Kevin,

When I used "hard-coded" dates this is what I get:

-bash-3.00$ ./RT-TravelConversion.pl
Use of uninitialized value in concatenation (.) or string at 
/apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 35.
Use of uninitialized value in concatenation (.) or string at 
/apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
Use of uninitialized value in concatenation (.) or string at 
/apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
Subroutine Connect redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 90.
Subroutine BuildDSN redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 
121.
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=1 Ticket 87299 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=2 Ticket 87300 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=4 Ticket 87301 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=5 Ticket 87302 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=5 Ticket 87303 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=5 Ticket 87304 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=5 Ticket 87305 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=6 Ticket 87306 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=7 Ticket 87307 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=8 Ticket 87308 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=9 Ticket 87309 created in queue 'FS-Travel'
Open Date - 2009-08-27 0:00:00 Resolved Date - 2009-08-01 
0:00:00New_Ticket request=10 Ticket 87310 created in queue 'FS-Travel'
-bash-3.00$

The relevant code was:

#   Set Dates
     $opened = '2009-08-27 0:00:00';
     $resolved = '2009-08-01 0:00:00';

  AND

    %ticket_vals =
    (
        Subject => $ISSUE_DESCRIPTION,
        MIMEObj => $mimeObj,
        Creator => 4233,   #API bug won't look up corresponding id for name
        Owner => 4233,
        Requestor => 4233,
        Queue => 14,
        Priority => 3,
        InitialPriority => 3,
        FinalPriority => 3,
        Started => $opened,
        Resolved => $resolved,
        Status => ( "resolved" )
    );
 
    ( $ticketid, $transaction_object, $err ) = $ticket->Create( 
%ticket_vals );
    print "Open Date - ", $opened, " Resolved Date - ", $resolved;
    print "New_Ticket request=", $NUMBER, " $err \n";  #debug
    die "New_Ticket Error: $err \n"   unless $ticketid;

The resulting tickets had nothing in the two date fields I was trying to 
set and the current date in "Created" & "LastUpdated". In my code, you 
can see I "hard-coded" a date/time and it displayed from $opened & 
$resolved, yet nothing in the record.

I don't know what you mean by "warning out". Do you mean just not put 
anything in the fields with code?

Kenn
LBNL

On 8/27/2009 9:18 AM, Kevin Falcone wrote:
> On Thu, Aug 27, 2009 at 08:52:21AM -0700, Ken Crocker wrote:
>   
>>    Kevin,
>>
>>    My log has been on and it gives no errors. This is it (for a small file for testing):
>>
>>    -bash-3.00$ ./RT-TravelConversion.pl
>>    Use of uninitialized value in concatenation (.) or string at
>>    /apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 35.
>>    Use of uninitialized value in concatenation (.) or string at
>>    /apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
>>    Use of uninitialized value in concatenation (.) or string at
>>    /apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
>>    Subroutine Connect redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 90.
>>    Subroutine BuildDSN redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 121.
>>    New_Ticket request=1 Ticket 87287 created in queue 'FS-Travel'
>>    New_Ticket request=2 Ticket 87288 created in queue 'FS-Travel'
>>    New_Ticket request=4 Ticket 87289 created in queue 'FS-Travel'
>>    New_Ticket request=5 Ticket 87290 created in queue 'FS-Travel'
>>    New_Ticket request=5 Ticket 87291 created in queue 'FS-Travel'
>>    New_Ticket request=5 Ticket 87292 created in queue 'FS-Travel'
>>    New_Ticket request=5 Ticket 87293 created in queue 'FS-Travel'
>>    New_Ticket request=6 Ticket 87294 created in queue 'FS-Travel'
>>    New_Ticket request=7 Ticket 87295 created in queue 'FS-Travel'
>>    New_Ticket request=8 Ticket 87296 created in queue 'FS-Travel'
>>    New_Ticket request=9 Ticket 87297 created in queue 'FS-Travel'
>>    New_Ticket request=10 Ticket 87298 created in queue 'FS-Travel'
>>    -bash-3.00$
>>
>>    Nothing in those messages syas I have a code problem or anything. You have the code (attached
>>    in last note). The code seems simple enough, I just can't seem to see the problem.
>>     
>
> Kenn
>
> What happened when you started warning out your data and the converted
> data that you're handing to Create?  What happened when you modified
> your code to use a hardcoded date in a known-good format? (As
> suggested in my response)
>
>   
>>  You're not providing any data or logging or error messages
>>  I suggest you warn out the original date, the processed date, the ISO
>>  date and turn your debugging logs on.  You also probably want to start
>>  by getting ticket Create working with hardcoded date strings and then
>>  move on to processing your data.
>>     
>
> -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
>
>   
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From kfcrocker at lbl.gov  Thu Aug 27 14:01:14 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 27 Aug 2009 11:01:14 -0700
Subject: [rt-users] E-Mail to Queue Doesn't Generate Outbound
	Notifications
In-Reply-To: <884220796.952961251392392882.JavaMail.root@mail-01.cse.ucsc.edu>
References: <884220796.952961251392392882.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <4A96C9EA.8050401@lbl.gov>

Tim,

Yep. Do you have notification scrips set up for your watchers (AdminCc, 
Cc) in that Queue and are those scrips enabled?

Kenn
LBNL

On 8/27/2009 9:59 AM, Tim Gustafson wrote:
> Hi,
>
> I have a web form that is sending an e-mail directly to an RT Queue address.  Tickets are being created based on those e-mails, but no messages are being sent out to the queue watchers when the new ticket is created.  There is nothing in the ticket history that says any attempt to send out any e-mail was made.  Is there some option I have to set to cause the queue to send out an "Here's your RT tracking number" e-mail for this queue?
>
> Tim Gustafson
> Baskin School of Engineering
> UC Santa Cruz
> tjg at soe.ucsc.edu
> 831-459-5354
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From jpierce at cambridgeenergyalliance.org  Thu Aug 27 14:02:43 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 27 Aug 2009 14:02:43 -0400
Subject: [rt-users] HELP with RT API
In-Reply-To: <4A96C95C.8090709@lbl.gov>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com> 
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov> 
	<20090827141433.GF806@jibsheet.com> <4A96ABB5.2080109@lbl.gov> 
	<20090827161836.GH806@jibsheet.com> <4A96C95C.8090709@lbl.gov>
Message-ID: <be7163f0908271102t53578197oc7f6de14f7b895f8@mail.gmail.com>

>    Nothing in those messages syas I have a code problem or anything. You
> have the code (attached
>    in last note). The code seems simple enough, I just can't seem to see the
> problem.
No he means using warn($data) so that it gets logged

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From tjg at soe.ucsc.edu  Thu Aug 27 14:03:31 2009
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Thu, 27 Aug 2009 11:03:31 -0700 (PDT)
Subject: [rt-users] E-Mail to Queue Doesn't Generate Outbound
 Notifications
In-Reply-To: <4A96C9EA.8050401@lbl.gov>
Message-ID: <1444344264.956591251396211359.JavaMail.root@mail-01.cse.ucsc.edu>

> Yep. Do you have notification scrips set up for your
> watchers (AdminCc, Cc) in that Queue and are those
> scrips enabled?

I do now.  :)

The problem was, generally, that I inherited this system from someone who abruptly disappeared and didn't leave any documentation.  He had each queue set up with its own list of (sometimes odd) scrips.  I have changed the system so that all my queues now use only the global scrips, and I now have global scrips that do all the proper notifications.

Thanks!

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg at soe.ucsc.edu
831-459-5354


From kfcrocker at lbl.gov  Thu Aug 27 14:16:18 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 27 Aug 2009 11:16:18 -0700
Subject: [rt-users] HELP with RT API
In-Reply-To: <be7163f0908271102t53578197oc7f6de14f7b895f8@mail.gmail.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov>
	<20090827141433.GF806@jibsheet.com> <4A96ABB5.2080109@lbl.gov>
	<20090827161836.GH806@jibsheet.com> <4A96C95C.8090709@lbl.gov>
	<be7163f0908271102t53578197oc7f6de14f7b895f8@mail.gmail.com>
Message-ID: <4A96CD72.1090601@lbl.gov>

Jerrad,

I still do not understand. I'm not much at Perl, so I don't know how to 
translate that term into a line of code. I printed out the values but I 
have no idea of how to "warn" a data field.

Kenn
LBNL

On 8/27/2009 11:02 AM, Jerrad Pierce wrote:
>>    Nothing in those messages syas I have a code problem or anything. You
>> have the code (attached
>>    in last note). The code seems simple enough, I just can't seem to see the
>> problem.
>>     
> No he means using warn($data) so that it gets logged
>
>   
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From handrix at gmail.com  Thu Aug 27 13:47:58 2009
From: handrix at gmail.com (mezgani ali)
Date: Thu, 27 Aug 2009 17:47:58 +0000
Subject: [rt-users] How to create user and assign it to a group with CLI
Message-ID: <f6d1ddc30908271047s717fceefy48f35ad326148757@mail.gmail.com>

Hi,

Well i'm trying to create a user from the command line like this:

$ export RTUSER="rtuser"
$ export RTPASSWD="rtpassword"
$ export RTSERVER="http://rt.domain.tld/"
$ rt create -t user set username=test
emailaddress=test at domain.tldpassword=testpwd Lang='fr'

The user test is create with success, but still a problem the user is not
privileged so it can not be selected nor to be assigned to a group.
Please can you help me with this


-- 
Ali MEZGANI
Network Engineering/Security
http://securfox.wordpress.com/
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From kfcrocker at lbl.gov  Thu Aug 27 14:17:53 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 27 Aug 2009 11:17:53 -0700
Subject: [rt-users] HELP with RT API
In-Reply-To: <20090827161836.GH806@jibsheet.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov>
	<20090827141433.GF806@jibsheet.com> <4A96ABB5.2080109@lbl.gov>
	<20090827161836.GH806@jibsheet.com>
Message-ID: <4A96CDD1.7080608@lbl.gov>

Kevin, Jerrad,

In the beginning of my program, I have this:

use strict;
 
use lib "/apps/rt/rt/perl/lib";
use lib "/apps/rt/rt/lib";
 
use RT;
use RT::Ticket;
use RT::Transaction;
use RT::Attachment;
use MIME::Entity;

Do I need something else? Like :use RT::Date;" or something like that?

Kenn
LBNL

On 8/27/2009 9:18 AM, Kevin Falcone wrote:
> On Thu, Aug 27, 2009 at 08:52:21AM -0700, Ken Crocker wrote:
>   
>>    Kevin,
>>
>>    My log has been on and it gives no errors. This is it (for a small file for testing):
>>
>>    -bash-3.00$ ./RT-TravelConversion.pl
>>    Use of uninitialized value in concatenation (.) or string at
>>    /apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 35.
>>    Use of uninitialized value in concatenation (.) or string at
>>    /apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
>>    Use of uninitialized value in concatenation (.) or string at
>>    /apps/rt/rt-3.6.4/etc/RT_SiteConfig.pm line 47.
>>    Subroutine Connect redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 90.
>>    Subroutine BuildDSN redefined at /apps/rt/rt/lib/RT/Handle_Local.pm line 121.
>>    New_Ticket request=1 Ticket 87287 created in queue 'FS-Travel'
>>    New_Ticket request=2 Ticket 87288 created in queue 'FS-Travel'
>>    New_Ticket request=4 Ticket 87289 created in queue 'FS-Travel'
>>    New_Ticket request=5 Ticket 87290 created in queue 'FS-Travel'
>>    New_Ticket request=5 Ticket 87291 created in queue 'FS-Travel'
>>    New_Ticket request=5 Ticket 87292 created in queue 'FS-Travel'
>>    New_Ticket request=5 Ticket 87293 created in queue 'FS-Travel'
>>    New_Ticket request=6 Ticket 87294 created in queue 'FS-Travel'
>>    New_Ticket request=7 Ticket 87295 created in queue 'FS-Travel'
>>    New_Ticket request=8 Ticket 87296 created in queue 'FS-Travel'
>>    New_Ticket request=9 Ticket 87297 created in queue 'FS-Travel'
>>    New_Ticket request=10 Ticket 87298 created in queue 'FS-Travel'
>>    -bash-3.00$
>>
>>    Nothing in those messages syas I have a code problem or anything. You have the code (attached
>>    in last note). The code seems simple enough, I just can't seem to see the problem.
>>     
>
> Kenn
>
> What happened when you started warning out your data and the converted
> data that you're handing to Create?  What happened when you modified
> your code to use a hardcoded date in a known-good format? (As
> suggested in my response)
>
>   
>>  You're not providing any data or logging or error messages
>>  I suggest you warn out the original date, the processed date, the ISO
>>  date and turn your debugging logs on.  You also probably want to start
>>  by getting ticket Create working with hardcoded date strings and then
>>  move on to processing your data.
>>     
>
> -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
>
>   
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From falcone at bestpractical.com  Thu Aug 27 14:27:04 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 Aug 2009 14:27:04 -0400
Subject: [rt-users] HELP with RT API
In-Reply-To: <4A96C95C.8090709@lbl.gov>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov>
	<20090827141433.GF806@jibsheet.com> <4A96ABB5.2080109@lbl.gov>
	<20090827161836.GH806@jibsheet.com> <4A96C95C.8090709@lbl.gov>
Message-ID: <20090827182704.GA38597@jibsheet.com>

On Thu, Aug 27, 2009 at 10:58:52AM -0700, Ken Crocker wrote:
>    Kevin,
> 
>    When I used "hard-coded" dates this is what I get:

Kenn

I just wrote and ran this:

my ($id, $msg) = $Ticket->Create( Queue => 'General',
                 Subject => 'test manual creation',
                 Started => '2009-08-01 06:10:11',
                 Resolved => '2009-08-02 06:12:13',
                 Created => '2009-08-01 05:00:00'  );

(4 hour offset caused by the internal GMTness of the API)

Created:    Sat Aug 01 01:00:00 2009
Starts: Not set
Started:    Sat Aug 01 02:10:11 2009
Last Contact:   Not set
Due:    Not set
Closed: Sun Aug 02 02:12:13 2009

LastUpdated is special cased and you'll have to bludgeon it a bit with
__Set, but you should concentrate on what your Resolved isn't working

-kevin


From allen+rtlist at crystalfontz.com  Thu Aug 27 14:23:30 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Thu, 27 Aug 2009 11:23:30 -0700
Subject: [rt-users] contrib Censorware delete-transaction script errors
Message-ID: <885d981e0908271123y7dac09b3v3568d4834c71355@mail.gmail.com>

I am on 3.8.4 trying to use Jesse's delete-transaction script written
in 2001 from
http://download.bestpractical.com/pub/rt/contrib/3.0/Other/Censorware/delete-transaction

the purpose of the script is to edit a transaction to redact all info
from it (whether file Attachment, Comment, or Reply) for cases where
there was something posted that should not be in the ticket system.

After editting the 2 "use lib" statements at the beginning of the
script to reflect my actual paths to RT, and running the script, I got
an error like: "Can't locate [some plugin] in @INC...." I fixed that
by adding a 3rd "use lib" line listing the "local" RTlib.

Now the script sort of runs - it wipes a transaction and creates a new
System Message transaction that says " Transaction 137302 purged," but
also pours out a pile of errors.

Afterward, the transaction Content is replaced with the text "The
original content has been purged for the following reason," but the
$reason given as CLI argument is not included. Since the script does
alter at least 3 db rows, the first error message "Mysql server has
gone away" makes no sense to me.

Here are all the errors when the script runs. Does anyone know what
they mean or how to fix them?

root at localhost# rt-delete-transaction 11260/137302 "because was bad"
Now deleting content and headers for attachment #82692
Now deleting content and headers for attachment #82693
Now deleting content and headers for attachment #82694
[Thu Aug 27 18:19:46 2009] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
[Thu Aug 27 18:19:46 2009] [warning]: RT::Handle=HASH(0xb022c28)
couldn't execute the query 'SELECT  * FROM Tickets WHERE id = ?' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb022c28)',
'SELECT  * FROM Tickets WHERE id = ?', 11260) called at
/usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1207
        DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Ticket=HASH(0xc2a1038)',
'SELECT  * FROM Tickets WHERE id = ?', 11260) called at
/usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1126
        DBIx::SearchBuilder::Record::LoadByCols('RT::Ticket=HASH(0xc2a1038)',
'id', 11260) called at
/usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 119
        DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Ticket=HASH(0xc2a1038)',
'id', 11260) called at /usr/share/request-tracker3.8/lib/RT/Record.pm
line 350
        RT::Record::LoadByCols('RT::Ticket=HASH(0xc2a1038)', 'id',
11260) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line
1141
        DBIx::SearchBuilder::Record::LoadById('RT::Ticket=HASH(0xc2a1038)',
11260) called at
/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 169
        RT::Ticket::Load('RT::Ticket=HASH(0xc2a1038)', 11260) called
at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line
1039
        RT::Transaction::Object('RT::Transaction=HASH(0xc2a6de0)')
called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm
line 942
        RT::Transaction::CurrentUserHasRight('RT::Transaction=HASH(0xc2a6de0)',
'ShowTicket') called at
/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 963
        RT::Transaction::CurrentUserCanSee('RT::Transaction=HASH(0xc2a6de0)')
called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm
line 921
        RT::Transaction::_Value('RT::Transaction=HASH(0xc2a6de0)',
'Type') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line
424
        DBIx::SearchBuilder::Record::__ANON__('RT::Transaction=HASH(0xc2a6de0)')
called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line
3186
        RT::Ticket::DESTROY('RT::Ticket=HASH(0xc227f88)') called at
/usr/sbin/rt-delete-transaction line 0
        eval {...} called at /usr/sbin/rt-delete-transaction line 0
(/usr/share/perl/5.10/Carp.pm:47)
[Thu Aug 27 18:19:46 2009] [crit]: HasRight called with no valid
object (/usr/share/request-tracker3.8/lib/RT/Principal_Overlay.pm:322)
[Thu Aug 27 18:19:46 2009] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
[Thu Aug 27 18:19:46 2009] [warning]: RT::Handle=HASH(0xb022c28)
couldn't execute the query 'SELECT DISTINCT main.* FROM Scrips main
JOIN ScripConditions ScripConditions_1  ON ( ScripConditions_1.id =
main.ScripCondition )  WHERE (main.Queue = '1' OR main.Queue = '0')
AND (ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND
(main.Stage = 'TransactionBatch')  ORDER BY main.Description ASC ' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb022c28)',
'SELECT DISTINCT main.* FROM Scrips main JOIN ScripConditions ...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 238
        DBIx::SearchBuilder::_DoSearch('RT::Scrips=HASH(0xc05a8c8)')
called at /usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm line
368
        RT::Scrips::_FindScrips('RT::Scrips=HASH(0xc05a8c8)', 'Stage',
'TransactionBatch', 'Type', '') called at
/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm line 226
        RT::Scrips::Prepare('RT::Scrips=HASH(0xc05a8c8)', 'Type', '',
'TransactionObj', 'RT::Transaction=HASH(0xc2a6de0)', 'Ticket', undef,
'TicketObj', 'RT::Ticket=HASH(0xc227f88)', ...) called at
/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm line 174
        RT::Scrips::Apply('RT::Scrips=HASH(0xc05a8c8)', 'Stage',
'TransactionBatch', 'TicketObj', 'RT::Ticket=HASH(0xc227f88)',
'TransactionObj', 'RT::Transaction=HASH(0xc2a6de0)', 'Type', '', ...)
called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line
3186
        RT::Ticket::DESTROY('RT::Ticket=HASH(0xc227f88)') called at
/usr/sbin/rt-delete-transaction line 0
        eval {...} called at /usr/sbin/rt-delete-transaction line 0
(/usr/share/perl/5.10/Carp.pm:47)
[Thu Aug 27 18:19:46 2009] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
[Thu Aug 27 18:19:46 2009] [warning]: RT::Handle=HASH(0xb022c28)
couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Scrips
main JOIN ScripConditions ScripConditions_1  ON ( ScripConditions_1.id
= main.ScripCondition )  WHERE (main.Queue = '1' OR main.Queue = '0')
AND (ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND
(main.Stage = 'TransactionBatch') ' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb022c28)',
'SELECT COUNT(DISTINCT main.id) FROM Scrips main JOIN ScripCon...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 294
        DBIx::SearchBuilder::_DoCount('RT::Scrips=HASH(0xc05a8c8)')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 1380
        DBIx::SearchBuilder::Count('RT::Scrips=HASH(0xc05a8c8)')
called at /usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm line
370
        RT::Scrips::_FindScrips('RT::Scrips=HASH(0xc05a8c8)', 'Stage',
'TransactionBatch', 'Type', '') called at
/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm line 226
        RT::Scrips::Prepare('RT::Scrips=HASH(0xc05a8c8)', 'Type', '',
'TransactionObj', 'RT::Transaction=HASH(0xc2a6de0)', 'Ticket', undef,
'TicketObj', 'RT::Ticket=HASH(0xc227f88)', ...) called at
/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm line 174
        RT::Scrips::Apply('RT::Scrips=HASH(0xc05a8c8)', 'Stage',
'TransactionBatch', 'TicketObj', 'RT::Ticket=HASH(0xc227f88)',
'TransactionObj', 'RT::Transaction=HASH(0xc2a6de0)', 'Type', '', ...)
called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line
3186
        RT::Ticket::DESTROY('RT::Ticket=HASH(0xc227f88)') called at
/usr/sbin/rt-delete-transaction line 0
        eval {...} called at /usr/sbin/rt-delete-transaction line 0
(/usr/share/perl/5.10/Carp.pm:47)
[Thu Aug 27 18:19:46 2009] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
[Thu Aug 27 18:19:46 2009] [warning]: RT::Handle=HASH(0xb022c28)
couldn't execute the query 'SELECT DISTINCT main.* FROM Scrips main
JOIN ScripConditions ScripConditions_1  ON ( ScripConditions_1.id =
main.ScripCondition )  WHERE (main.Queue = '1' OR main.Queue = '0')
AND (ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND
(main.Stage = 'TransactionBatch')  ORDER BY main.Description ASC ' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb022c28)',
'SELECT DISTINCT main.* FROM Scrips main JOIN ScripConditions ...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 238
        DBIx::SearchBuilder::_DoSearch('RT::Scrips=HASH(0xc05a8c8)')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 498
        DBIx::SearchBuilder::Next('RT::Scrips=HASH(0xc05a8c8)') called
at /usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm line 135
        RT::Scrips::Next('RT::Scrips=HASH(0xc05a8c8)') called at
/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm line 230
        RT::Scrips::Prepare('RT::Scrips=HASH(0xc05a8c8)', 'Type', '',
'TransactionObj', 'RT::Transaction=HASH(0xc2a6de0)', 'Ticket', undef,
'TicketObj', 'RT::Ticket=HASH(0xc227f88)', ...) called at
/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm line 174
        RT::Scrips::Apply('RT::Scrips=HASH(0xc05a8c8)', 'Stage',
'TransactionBatch', 'TicketObj', 'RT::Ticket=HASH(0xc227f88)',
'TransactionObj', 'RT::Transaction=HASH(0xc2a6de0)', 'Type', '', ...)
called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line
3186
        RT::Ticket::DESTROY('RT::Ticket=HASH(0xc227f88)') called at
/usr/sbin/rt-delete-transaction line 0
        eval {...} called at /usr/sbin/rt-delete-transaction line 0
(/usr/share/perl/5.10/Carp.pm:47)
[Thu Aug 27 18:19:46 2009] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
[Thu Aug 27 18:19:46 2009] [warning]: RT::Handle=HASH(0xb022c28)
couldn't execute the query 'SELECT  * FROM Tickets WHERE id = ?' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb022c28)',
'SELECT  * FROM Tickets WHERE id = ?', 11260) called at
/usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1207
        DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Ticket=HASH(0xc265730)',
'SELECT  * FROM Tickets WHERE id = ?', 11260) called at
/usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1126
        DBIx::SearchBuilder::Record::LoadByCols('RT::Ticket=HASH(0xc265730)',
'id', 11260) called at
/usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 119
        DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Ticket=HASH(0xc265730)',
'id', 11260) called at /usr/share/request-tracker3.8/lib/RT/Record.pm
line 350
        RT::Record::LoadByCols('RT::Ticket=HASH(0xc265730)', 'id',
11260) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line
1141
        DBIx::SearchBuilder::Record::LoadById('RT::Ticket=HASH(0xc265730)',
11260) called at
/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 169
        RT::Ticket::Load('RT::Ticket=HASH(0xc265730)', 11260) called
at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line
1039
        RT::Transaction::Object('RT::Transaction=HASH(0xc2a6de0)')
called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm
line 942
        RT::Transaction::CurrentUserHasRight('RT::Transaction=HASH(0xc2a6de0)',
'ShowTicket') called at
/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 963
        RT::Transaction::CurrentUserCanSee('RT::Transaction=HASH(0xc2a6de0)')
called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm
line 921
        RT::Transaction::_Value('RT::Transaction=HASH(0xc2a6de0)',
'Type') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line
424
        DBIx::SearchBuilder::Record::__ANON__('RT::Transaction=HASH(0xc2a6de0)')
called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line
3194
        RT::Ticket::DESTROY('RT::Ticket=HASH(0xc227f88)') called at
/usr/sbin/rt-delete-transaction line 0
        eval {...} called at /usr/sbin/rt-delete-transaction line 0
(/usr/share/perl/5.10/Carp.pm:47)
[Thu Aug 27 18:19:46 2009] [crit]: HasRight called with no valid
object (/usr/share/request-tracker3.8/lib/RT/Principal_Overlay.pm:322)


From kfcrocker at lbl.gov  Thu Aug 27 14:40:07 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 27 Aug 2009 11:40:07 -0700
Subject: [rt-users] HELP with RT API
In-Reply-To: <20090827182704.GA38597@jibsheet.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov>
	<20090827141433.GF806@jibsheet.com> <4A96ABB5.2080109@lbl.gov>
	<20090827161836.GH806@jibsheet.com> <4A96C95C.8090709@lbl.gov>
	<20090827182704.GA38597@jibsheet.com>
Message-ID: <4A96D307.9020503@lbl.gov>

Kevin,

OK. I changed the code to this:

#------------------------------------------------------------------------------
#         build ticket values
#------------------------------------------------------------------------------
    %ticket_vals =
    (
        Subject => $ISSUE_DESCRIPTION,
        MIMEObj => $mimeObj,
        Creator => 4233,   #API bug won't look up corresponding id for name
        Owner => 4233,
        Requestor => 4233,
        Queue => 14,
        Priority => 3,
        InitialPriority => 3,
        FinalPriority => 3,
        Started => '2009-08-01 0:00:00',
        Resolved => '2009-08021 0:00:00',
        Status => ( "resolved" )
    );
 
    ( $ticketid, $transaction_object, $err ) = $ticket->Create( 
%ticket_vals );
#    print "Open Date - ", $opened, " Resolved Date - ", $resolved;
    print "New_Ticket request=", $NUMBER, " $err \n";  #debug
    die "New_Ticket Error: $err \n"   unless $ticketid;
 
    return $ticketid;     #Ticket.id
}

I put literal "hard-coded" values in it instead of in an object and that 
didn't work either.

Still nulls in both the date fields (Started, Resolved) I'm trying to 
fill and no errors.

Kenn
LBNL


On 8/27/2009 11:27 AM, Kevin Falcone wrote:
> On Thu, Aug 27, 2009 at 10:58:52AM -0700, Ken Crocker wrote:
>   
>>    Kevin,
>>
>>    When I used "hard-coded" dates this is what I get:
>>     
>
> Kenn
>
> I just wrote and ran this:
>
> my ($id, $msg) = $Ticket->Create( Queue => 'General',
>                  Subject => 'test manual creation',
>                  Started => '2009-08-01 06:10:11',
>                  Resolved => '2009-08-02 06:12:13',
>                  Created => '2009-08-01 05:00:00'  );
>
> (4 hour offset caused by the internal GMTness of the API)
>
> Created:    Sat Aug 01 01:00:00 2009
> Starts: Not set
> Started:    Sat Aug 01 02:10:11 2009
> Last Contact:   Not set
> Due:    Not set
> Closed: Sun Aug 02 02:12:13 2009
>
> LastUpdated is special cased and you'll have to bludgeon it a bit with
> __Set, but you should concentrate on what your Resolved isn't working
>
> -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
>
>   
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From jpierce at cambridgeenergyalliance.org  Thu Aug 27 14:44:14 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 27 Aug 2009 14:44:14 -0400
Subject: [rt-users] HELP with RT API
In-Reply-To: <4A96D307.9020503@lbl.gov>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com> 
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov> 
	<20090827141433.GF806@jibsheet.com> <4A96ABB5.2080109@lbl.gov> 
	<20090827161836.GH806@jibsheet.com> <4A96C95C.8090709@lbl.gov> 
	<20090827182704.GA38597@jibsheet.com> <4A96D307.9020503@lbl.gov>
Message-ID: <be7163f0908271144i3cdfb023s1262120c9253e9a5@mail.gmail.com>

You resolved date has a typo (zero instead of dash)

But maybe try banging around with it for awhile rather than giving us
the play by play?

As for warning out, reread my previous message, I explained what I was
and gave you
code to do it. It's not high-tech, but liberal prints (or warns for
stuff running under Apache)
are a good way to track down problems.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From kfcrocker at lbl.gov  Thu Aug 27 14:49:46 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 27 Aug 2009 11:49:46 -0700
Subject: [rt-users] HELP with RT API
In-Reply-To: <be7163f0908271144i3cdfb023s1262120c9253e9a5@mail.gmail.com>
References: <4A8F1815.2040205@lbl.gov>
	<be7163f0908251625y7ff83cb9pd739bb2fa69e43a@mail.gmail.com>
	<20090826133512.GB806@jibsheet.com> <4A95A01C.4080900@lbl.gov>
	<20090827141433.GF806@jibsheet.com> <4A96ABB5.2080109@lbl.gov>
	<20090827161836.GH806@jibsheet.com> <4A96C95C.8090709@lbl.gov>
	<20090827182704.GA38597@jibsheet.com> <4A96D307.9020503@lbl.gov>
	<be7163f0908271144i3cdfb023s1262120c9253e9a5@mail.gmail.com>
Message-ID: <4A96D54A.50402@lbl.gov>

Jerrad,

DUH!! I changed it, same results.

By the way, When I look for results, I use both SQL Navigator to look at 
the records in the database (dates always show January 1970) AND I also 
use RT Query and the dates are alway "Not Set".

Kenn
LBNL

On 8/27/2009 11:44 AM, Jerrad Pierce wrote:
> You resolved date has a typo (zero instead of dash)
>
> But maybe try banging around with it for awhile rather than giving us
> the play by play?
>
> As for warning out, reread my previous message, I explained what I was
> and gave you
> code to do it. It's not high-tech, but liberal prints (or warns for
> stuff running under Apache)
> are a good way to track down problems.
>   


From kmckinnis at tivo.com  Thu Aug 27 17:42:09 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Thu, 27 Aug 2009 14:42:09 -0700
Subject: [rt-users] Reporting: List of new/open tickets?
Message-ID: <79E0423E511EB7469840F12A98F81BC804491DFFAB@CORPEX01.Tivo.com>

Before I attempt to reinvent the wheel, I was wondering if anyone had written a reporting script that did something such as listing the numbers and subjects of all open and new tickets. I found something on the wiki, but it requires manual input of ticket numbers.

I also have some rudimentary scripting using the RT pms, but any pre-existing code would save time. Thanks!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









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From ruslan.zakirov at gmail.com  Thu Aug 27 18:10:19 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 28 Aug 2009 02:10:19 +0400
Subject: [rt-users] Reporting: List of new/open tickets?
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804491DFFAB@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC804491DFFAB@CORPEX01.Tivo.com>
Message-ID: <589c94400908271510t48329491ta56a911e83c89b39@mail.gmail.com>

Hello Kimberly,

Do you need script? In the RT web ui you can use Charts for that. As
well, you can re-use code from the latest version of
share/html/Search/Elements/Chart


my $Query = "Queue = 'X'";

use RT::Report::Tickets;
my $tix = RT::Report::Tickets->new( $session{'CurrentUser'} );
my ($count_name, $value_name) = $tix->SetupGroupings(
    Query => $Query, GroupBy => 'Status',
);
while ( my $entry = $tix->Next ) {
    my $status = $entry->__Value( $value_name );
    my $count = $entry->__Value( $count_name );
    print "$status => $count\n";
}

I think this code should work, but I'm not sure if SetupGroupings
method is part of RT 3.8.4 or not. Implemented it recently to simplify
things and make it possible to group by multiple columns.

On Fri, Aug 28, 2009 at 1:42 AM, Kimberly McKinnis<kmckinnis at tivo.com> wrote:
> Before I attempt to reinvent the wheel, I was wondering if anyone had
> written a reporting script that did something such as listing the numbers
> and subjects of all open and new tickets. I found something on the wiki, but
> it requires manual input of ticket numbers.
>
>
>
> I also have some rudimentary scripting using the RT pms, but any
> pre-existing code would save time. Thanks!
>
>
>
> ~~
>
> Kimberly McKinnis
>
> System Operations Engineer
>
> Service Provider Division, TiVo Inc
>
> 408-519-9607
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From kmckinnis at tivo.com  Thu Aug 27 18:14:59 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Thu, 27 Aug 2009 15:14:59 -0700
Subject: [rt-users] Reporting: List of new/open tickets?
In-Reply-To: <589c94400908271510t48329491ta56a911e83c89b39@mail.gmail.com>
References: <79E0423E511EB7469840F12A98F81BC804491DFFAB@CORPEX01.Tivo.com>
	<589c94400908271510t48329491ta56a911e83c89b39@mail.gmail.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC804491DFFC9@CORPEX01.Tivo.com>

I guess I should be more specific. Our PMs would like to have this info automated and emailed, instead of cutting and pasting it from the query builder in RT. Thanks!

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Thursday, August 27, 2009 3:10 PM
To: Kimberly McKinnis
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reporting: List of new/open tickets?

Hello Kimberly,

Do you need script? In the RT web ui you can use Charts for that. As
well, you can re-use code from the latest version of
share/html/Search/Elements/Chart


my $Query = "Queue = 'X'";

use RT::Report::Tickets;
my $tix = RT::Report::Tickets->new( $session{'CurrentUser'} );
my ($count_name, $value_name) = $tix->SetupGroupings(
    Query => $Query, GroupBy => 'Status',
);
while ( my $entry = $tix->Next ) {
    my $status = $entry->__Value( $value_name );
    my $count = $entry->__Value( $count_name );
    print "$status => $count\n";
}

I think this code should work, but I'm not sure if SetupGroupings
method is part of RT 3.8.4 or not. Implemented it recently to simplify
things and make it possible to group by multiple columns.

On Fri, Aug 28, 2009 at 1:42 AM, Kimberly McKinnis<kmckinnis at tivo.com> wrote:
> Before I attempt to reinvent the wheel, I was wondering if anyone had
> written a reporting script that did something such as listing the numbers
> and subjects of all open and new tickets. I found something on the wiki, but
> it requires manual input of ticket numbers.
>
>
>
> I also have some rudimentary scripting using the RT pms, but any
> pre-existing code would save time. Thanks!
>
>
>
> ~~
>
> Kimberly McKinnis
>
> System Operations Engineer
>
> Service Provider Division, TiVo Inc
>
> 408-519-9607
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Thu Aug 27 18:18:18 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 27 Aug 2009 18:18:18 -0400
Subject: [rt-users] Reporting: List of new/open tickets?
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804491DFFC9@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC804491DFFAB@CORPEX01.Tivo.com> 
	<589c94400908271510t48329491ta56a911e83c89b39@mail.gmail.com> 
	<79E0423E511EB7469840F12A98F81BC804491DFFC9@CORPEX01.Tivo.com>
Message-ID: <be7163f0908271518r1385ef74n71a9821a1a0faf0@mail.gmail.com>

On Thu, Aug 27, 2009 at 18:14, Kimberly McKinnis<kmckinnis at tivo.com> wrote:
> I guess I should be more specific. Our PMs would like to have this info automated and emailed, instead of cutting and pasting it from the query builder in RT. Thanks!
So they want to use a dashboard. Point them at it
(assuming you're using a modern version of RT) and let them have fun.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From spark at cclsd.org  Thu Aug 27 18:20:35 2009
From: spark at cclsd.org (spark)
Date: Thu, 27 Aug 2009 15:20:35 -0700
Subject: [rt-users] Reporting: List of new/open tickets?
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804491DFFC9@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC804491DFFAB@CORPEX01.Tivo.com>	<589c94400908271510t48329491ta56a911e83c89b39@mail.gmail.com>
	<79E0423E511EB7469840F12A98F81BC804491DFFC9@CORPEX01.Tivo.com>
Message-ID: <4A9706B3.1020202@cclsd.org>

Hi Kimberly,
We use dashboards to automate the emailing of new/open lists each 
morning. Perhaps that might work for you?

- Sean

Kimberly McKinnis wrote:
> I guess I should be more specific. Our PMs would like to have this info automated and emailed, instead of cutting and pasting it from the query builder in RT. Thanks!
> 
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
> Sent: Thursday, August 27, 2009 3:10 PM
> To: Kimberly McKinnis
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Reporting: List of new/open tickets?
> 
> Hello Kimberly,
> 
> Do you need script? In the RT web ui you can use Charts for that. As
> well, you can re-use code from the latest version of
> share/html/Search/Elements/Chart
> 
> 
> my $Query = "Queue = 'X'";
> 
> use RT::Report::Tickets;
> my $tix = RT::Report::Tickets->new( $session{'CurrentUser'} );
> my ($count_name, $value_name) = $tix->SetupGroupings(
>     Query => $Query, GroupBy => 'Status',
> );
> while ( my $entry = $tix->Next ) {
>     my $status = $entry->__Value( $value_name );
>     my $count = $entry->__Value( $count_name );
>     print "$status => $count\n";
> }
> 
> I think this code should work, but I'm not sure if SetupGroupings
> method is part of RT 3.8.4 or not. Implemented it recently to simplify
> things and make it possible to group by multiple columns.
> 
> On Fri, Aug 28, 2009 at 1:42 AM, Kimberly McKinnis<kmckinnis at tivo.com> wrote:
>> Before I attempt to reinvent the wheel, I was wondering if anyone had
>> written a reporting script that did something such as listing the numbers
>> and subjects of all open and new tickets. I found something on the wiki, but
>> it requires manual input of ticket numbers.
>>
>>
>>
>> I also have some rudimentary scripting using the RT pms, but any
>> pre-existing code would save time. Thanks!
>>
>>
>>
>> ~~
>>
>> Kimberly McKinnis
>>
>> System Operations Engineer
>>
>> Service Provider Division, TiVo Inc
>>
>> 408-519-9607
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 
> 


From kmckinnis at tivo.com  Thu Aug 27 18:28:30 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Thu, 27 Aug 2009 15:28:30 -0700
Subject: [rt-users] Reporting: List of new/open tickets?
In-Reply-To: <4A9706B3.1020202@cclsd.org>
References: <79E0423E511EB7469840F12A98F81BC804491DFFAB@CORPEX01.Tivo.com>
	<589c94400908271510t48329491ta56a911e83c89b39@mail.gmail.com>
	<79E0423E511EB7469840F12A98F81BC804491DFFC9@CORPEX01.Tivo.com>
	<4A9706B3.1020202@cclsd.org>
Message-ID: <79E0423E511EB7469840F12A98F81BC804491DFFD8@CORPEX01.Tivo.com>

Cool. We're using 3.4.5, I don't see a dashboard, but this may be an excuse for an upgrade. Thanks guys :)

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of spark
Sent: Thursday, August 27, 2009 3:21 PM
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reporting: List of new/open tickets?

Hi Kimberly,
We use dashboards to automate the emailing of new/open lists each 
morning. Perhaps that might work for you?

- Sean

Kimberly McKinnis wrote:
> I guess I should be more specific. Our PMs would like to have this info automated and emailed, instead of cutting and pasting it from the query builder in RT. Thanks!
> 
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
> Sent: Thursday, August 27, 2009 3:10 PM
> To: Kimberly McKinnis
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Reporting: List of new/open tickets?
> 
> Hello Kimberly,
> 
> Do you need script? In the RT web ui you can use Charts for that. As
> well, you can re-use code from the latest version of
> share/html/Search/Elements/Chart
> 
> 
> my $Query = "Queue = 'X'";
> 
> use RT::Report::Tickets;
> my $tix = RT::Report::Tickets->new( $session{'CurrentUser'} );
> my ($count_name, $value_name) = $tix->SetupGroupings(
>     Query => $Query, GroupBy => 'Status',
> );
> while ( my $entry = $tix->Next ) {
>     my $status = $entry->__Value( $value_name );
>     my $count = $entry->__Value( $count_name );
>     print "$status => $count\n";
> }
> 
> I think this code should work, but I'm not sure if SetupGroupings
> method is part of RT 3.8.4 or not. Implemented it recently to simplify
> things and make it possible to group by multiple columns.
> 
> On Fri, Aug 28, 2009 at 1:42 AM, Kimberly McKinnis<kmckinnis at tivo.com> wrote:
>> Before I attempt to reinvent the wheel, I was wondering if anyone had
>> written a reporting script that did something such as listing the numbers
>> and subjects of all open and new tickets. I found something on the wiki, but
>> it requires manual input of ticket numbers.
>>
>>
>>
>> I also have some rudimentary scripting using the RT pms, but any
>> pre-existing code would save time. Thanks!
>>
>>
>>
>> ~~
>>
>> Kimberly McKinnis
>>
>> System Operations Engineer
>>
>> Service Provider Division, TiVo Inc
>>
>> 408-519-9607
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 
> 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From allen+rtlist at crystalfontz.com  Thu Aug 27 18:38:45 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Thu, 27 Aug 2009 15:38:45 -0700
Subject: [rt-users] Reporting: List of new/open tickets?
Message-ID: <885d981e0908271538t2f5bafd6kf51164d86045ccf4@mail.gmail.com>

> anyone had written a reporting script that did something such as listing the numbers and subjects of all open
> and new tickets.... Our PMs would like to have this info automated and emailed

Why not use the "Dashboards" that are already built into RT?

Click "Tickets" do create a search for new and open tickets (and
whatever other criteria). Save the search with Group permissions so
all the PMs can access it too. Then create a Dashboard using that
saved search, which all the PMs can subscribe to. Once a person is
subscribed to that Dashboard, they will get an email about it
regularly.

Before creating the saved search, you need the right perms to save for
a group. Use the RT root user if you're unsure. The PMs will each need
the "SubscribeDashboard" right too.

See http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html


A


From ruslan.zakirov at gmail.com  Thu Aug 27 18:50:51 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 28 Aug 2009 02:50:51 +0400
Subject: [rt-users] Reporting: List of new/open tickets?
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804491DFFD8@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC804491DFFAB@CORPEX01.Tivo.com>
	<589c94400908271510t48329491ta56a911e83c89b39@mail.gmail.com>
	<79E0423E511EB7469840F12A98F81BC804491DFFC9@CORPEX01.Tivo.com>
	<4A9706B3.1020202@cclsd.org>
	<79E0423E511EB7469840F12A98F81BC804491DFFD8@CORPEX01.Tivo.com>
Message-ID: <589c94400908271550g3339acdcoa353398f3e6c2462@mail.gmail.com>

Probably pointing managament at the following tutorial will help speed upgrade:

http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html

On Fri, Aug 28, 2009 at 2:28 AM, Kimberly McKinnis<kmckinnis at tivo.com> wrote:
> Cool. We're using 3.4.5, I don't see a dashboard, but this may be an excuse for an upgrade. Thanks guys :)

-- 
Best regards, Ruslan.


From james.oliver at principleone.com  Fri Aug 28 03:05:34 2009
From: james.oliver at principleone.com (James J. Oliver)
Date: Fri, 28 Aug 2009 15:05:34 +0800
Subject: [rt-users] Using https in web interface results sometimes in
 "Bad Request"
In-Reply-To: <4A952725.5000507@NLnetLabs.nl>
References: <4A5E1E89.4070401@NLnetLabs.nl> <4A5F30C5.5090604@NLnetLabs.nl>
	<589c94400907161342l30128c8en6a764fad755d010b@mail.gmail.com>
	<4A6039FA.3040300@NLnetLabs.nl>
	<BD2DC46B41EDA3468D1FB92AF6DF40C006D328FD40@p1hk06s.hk.principleone.com>
	<4A952725.5000507@NLnetLabs.nl>
Message-ID: <BD2DC46B41EDA3468D1FB92AF6DF40C006D328FFFB@p1hk06s.hk.principleone.com>

Thanks Benno - I'll let you know how I get on. I am a bit surprised that only one person other than you and me has noticed this issue!

-----Original Message-----
From: Benno Overeinder [mailto:benno at NLnetLabs.nl] 
Sent: 26 August 2009 20:14
To: James J. Oliver
Cc: 'Ruslan Zakirov'; 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Using https in web interface results sometimes in "Bad Request"

James,

On 8/25/09 9:47 AM, James J. Oliver wrote:
> Thanks for the investigation - that throws more light on it. We were using http internally and https externally - I think I may just patch my systems as per your test and use https 100% of the time, the server is not particularly heavily loaded so it should not be a big problem. How did you decide to proceed and have you had any more feedback on the "if" statement?

Thank you for looking into unintended https/http switch.  As we (at our
lab) travel quite frequently and hook up to different wireless networks,
we try to access our service via https/ssl/tls/...

I did not receive any more feedback on the "if" statement.  The way we
proceed is quite simple, actually.  If with an action a redirect of
http://...:443/... occurs, we just correct the url in the browser to
https://...:443/...  Everything goes fine after that, including the
confirmation that the action is processed.

For convenience, I can hard code $uri->scheme('https'), which is fine
for our workflow.

Thanks,

-- Benno

-- 
Benno J. Overeinder
NLnet Labs
http://www.nlnetlabs.nl/


From tobias.warth at hp.com  Fri Aug 28 04:02:24 2009
From: tobias.warth at hp.com (Warth, Tobias (IMS TK A&DB))
Date: Fri, 28 Aug 2009 08:02:24 +0000
Subject: [rt-users] UseFriendlyFromLine seems to have no effect
Message-ID: <8BFF624097331449BEE49B0678D2EAB84E30298171@GVW1118EXC.americas.hpqcorp.net>

Hello,

I made an update from 3.6.5 to 3.8.4. Everything works fine except mail: the "From:"-line is empty for mails outside our network. In our network Outlook displays the name, but not the email address.
Before the Update it worked. The settings are still the defaults:

UseFriendlyFromLine 1
FriendlyFromLineFormat "\"%s via RT\" <%s>"

Any ideas?


My environment:
Red Hat Enterprise Linux ES release 4 (Nahant Update 6)
Sendmail 8.13.1
Apache HTTPD 2.2.13
mod_perl 2.0.4
Perl 5.8.8.817

SendmailSetting:
SendmailArguments , "-oi -t -f mail at domain.com")


Regards,
Tobias

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From kirby at umbc.edu  Fri Aug 28 07:12:02 2009
From: kirby at umbc.edu (Joe Kirby)
Date: Fri, 28 Aug 2009 07:12:02 -0400
Subject: [rt-users] Mandatory Edit not enforced on Ticket Update
Message-ID: <3191C52E-72D6-48E2-8C3B-A369D86406F8@umbc.edu>

Any help appreciated.

I have a custom field with a select one value option and it is  
mandatory.

It works fine on creating a ticket however if a ticket is changed from  
a queue that does not require or even have this cf associated with it  
to a queue that does have the cf the requirement for data entry is not  
enforced.

I do not have much access to my perl person since it is the opening of  
the semester and was hoping someone had a script option that I could  
incorporate

Thanks in advance

Joe Kirby, UMBC


From falcone at bestpractical.com  Fri Aug 28 08:20:27 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 28 Aug 2009 08:20:27 -0400
Subject: [rt-users] User Provisioning from AD
In-Reply-To: <cac10ddc0908271259g6f3cceadg566cefd716dae99@mail.gmail.com>
References: <cac10ddc0908171049x4582b388ld5bea08497da08e2@mail.gmail.com>
	<cac10ddc0908171416r5da77461uaca30f29e3fb7aff@mail.gmail.com>
	<20090818171941.GD32141@jibsheet.com>
	<cac10ddc0908181031n36c767b4ne9f69b40e3103326@mail.gmail.com>
	<20090818175014.GE32141@jibsheet.com>
	<cac10ddc0908181052x4b7db754q5a0bbd16c0abb6db@mail.gmail.com>
	<cac10ddc0908271259g6f3cceadg566cefd716dae99@mail.gmail.com>
Message-ID: <20090828122027.GB38597@jibsheet.com>

On Thu, Aug 27, 2009 at 02:59:03PM -0500, Robert Nesius wrote:
>    Hi Kevin,
> 
>    I finally had time to circle back and work on piloting/configuring RT
> 
>    Quick Recap - I had asked about solutions for bulk-loading identities from LDAP (active
>    directory in my case) into RT so that the users appeared in the system as privileged users.
> 
>    You suggested two things:
>    1) Setting the flag that makes auto-created users privileged.
>    2) Using RT-Extension-LDAPImport
> 
>    I've installed RT-Extension-LDAPImport and was reading the README. What jumped out at me is
>    that there is both a script to run (presumably to bulk-load identities) and a plug-in. I was
>    expecting to see a script, but a plugin was unexpected, which lead me to wonder if this module
>    is both a method for importing users from ldap, and an on-the-fly authentication and
>    user-creation tool too? If so, that implies I don't need the 3rd party ldapauth plug-in I
>    already have installed. (I'd rather use a module from Best Practical if I had a choice).

Rob

Please keep comments on the list rather than in my personal mailbox

If you look at the script, it is 23 lines long.  The plugin is where
the import code is stored and organized, the script is just a wrapper.

You still need RT-Authen-ExternalAuth or apache LDAP authentication if
you want to validate passwords against an external source

-kevin

> 
>    Just trying to make sure I'm understanding things correctly.
> 
>    Thanks much!
> 
>    -Rob
> 
>    On Tue, Aug 18, 2009 at 12:52 PM, Robert Nesius <[1]nesius at gmail.com> wrote:
> 
>      On Tue, Aug 18, 2009 at 12:50 PM, Kevin Falcone <[2]falcone at bestpractical.com> wrote:
> 
>        Have you looked at RT-Extension-LDAPImport ?
>        -kevin
> 
>      I had not found my way to it yet! Now that I read the cpan page, that looks very much like
>      what I'm looking for.
> 
>      Thanks so much, Kevin. I'll play with this and see how it goes!


From Mike.Johnson at NorMed.ca  Fri Aug 28 09:26:37 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Fri, 28 Aug 2009 09:26:37 -0400
Subject: [rt-users] E-Mail to Queue Doesn't Generate
	Outbound	Notifications
In-Reply-To: <884220796.952961251392392882.JavaMail.root@mail-01.cse.ucsc.edu>
References: <302838022.952911251392343153.JavaMail.root@mail-01.cse.ucsc.edu>
	<884220796.952961251392392882.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <4A97A2C6.4EF5.001E.0@NorMed.ca>

You have to create a scrip that says to email watcher.
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Tim Gustafson <tjg at soe.ucsc.edu> 8/27/2009 12:59 PM >>>
Hi,

I have a web form that is sending an e-mail directly to an RT Queue address.  Tickets are being created based on those e-mails, but no messages are being sent out to the queue watchers when the new ticket is created.  There is nothing in the ticket history that says any attempt to send out any e-mail was made.  Is there some option I have to set to cause the queue to send out an "Here's your RT tracking number" e-mail for this queue?

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg at soe.ucsc.edu 
831-459-5354

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 

Community help: http://wiki.bestpractical.com ( http://wiki.bestpractical.com/ )
Commercial support: 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://rtbook.bestpractical.com/ )
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From jwinder at logicalsi.com  Fri Aug 28 11:10:48 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Fri, 28 Aug 2009 11:10:48 -0400
Subject: [rt-users] How do I get a ticket's parent ticket in a scrip
Message-ID: <1251472248.5111.121.camel@jwinder-workstation>

How do I get a ticket's parent ticket in a scrip? What I'm trying to do
is modify one of our On Create scrip conditions to only trigger the
scrip if the new ticket isn't a child.

Any help will be greatly appreciated,

Jeremy



From nesius at gmail.com  Fri Aug 28 11:36:34 2009
From: nesius at gmail.com (Robert Nesius)
Date: Fri, 28 Aug 2009 10:36:34 -0500
Subject: [rt-users] User Provisioning from AD
In-Reply-To: <20090828122027.GB38597@jibsheet.com>
References: <cac10ddc0908171049x4582b388ld5bea08497da08e2@mail.gmail.com>
	<cac10ddc0908171416r5da77461uaca30f29e3fb7aff@mail.gmail.com>
	<20090818171941.GD32141@jibsheet.com>
	<cac10ddc0908181031n36c767b4ne9f69b40e3103326@mail.gmail.com>
	<20090818175014.GE32141@jibsheet.com>
	<cac10ddc0908181052x4b7db754q5a0bbd16c0abb6db@mail.gmail.com>
	<cac10ddc0908271259g6f3cceadg566cefd716dae99@mail.gmail.com>
	<20090828122027.GB38597@jibsheet.com>
Message-ID: <cac10ddc0908280836j1e9431b1n309a2a67ca844b83@mail.gmail.com>

On Fri, Aug 28, 2009 at 7:20 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Thu, Aug 27, 2009 at 02:59:03PM -0500, Robert Nesius wrote:
>
> >
> >    I've installed RT-Extension-LDAPImport and was reading the README.
> What jumped out at me is
> >    that there is both a script to run (presumably to bulk-load
> identities) and a plug-in. I was
> >    expecting to see a script, but a plugin was unexpected, which lead me
> to wonder if this module
> >    is both a method for importing users from ldap, and an on-the-fly
> authentication and
> >    user-creation tool too? If so, that implies I don't need the 3rd party
> ldapauth plug-in I
> >    already have installed. (I'd rather use a module from Best Practical
> if I had a choice).
>
> If you look at the script, it is 23 lines long.  The plugin is where
> the import code is stored and organized, the script is just a wrapper.


I saw that and I get that the script is a wrapper.

What I was wondering is why the import code is stored in a plug-in and
loaded as a plug-in, but I think I figured it out.  Basically the import
code is working against the objects and subsystems in RT, and needs those
objects to exist before it's loaded, so you load your import code indirectly
via by simply loading the RT runtime via the RT Module, which inspects
RT_SiteConfig.pm, initializes the environment, and then eventually loads
your plug-in, thus making your code available to your script within the
context of a complete RT runtime environment.

Okay, so I get that now.

Once I configured the script the first thing I wanted to do was "test the
config".  I was extremely surprised to see there is no "look before you
leap" flag.  Rather, just a comment advising "back up your database first",
which has this sense of playing russian roulette with a revolver with no
empty cylinders.  Having looked at the code I can see some ways to work
around that.  Not cleanly, since "fetch users" and "load users" are sitting
inside one api call but it shouldn't be hard to change that.

-Rob




> You still need RT-Authen-ExternalAuth or apache LDAP authentication if
> you want to validate passwords against an external source
>
> -kevin
>
> >
> >    Just trying to make sure I'm understanding things correctly.
> >
> >    Thanks much!
> >
> >    -Rob
> >
> >    On Tue, Aug 18, 2009 at 12:52 PM, Robert Nesius <[1]nesius at gmail.com>
> wrote:
> >
> >      On Tue, Aug 18, 2009 at 12:50 PM, Kevin Falcone <[2]
> falcone at bestpractical.com> wrote:
> >
> >        Have you looked at RT-Extension-LDAPImport ?
> >        -kevin
> >
> >      I had not found my way to it yet! Now that I read the cpan page,
> that looks very much like
> >      what I'm looking for.
> >
> >      Thanks so much, Kevin. I'll play with this and see how it goes!
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From ISmith at prg.com  Fri Aug 28 13:43:50 2009
From: ISmith at prg.com (Ian Smith)
Date: Fri, 28 Aug 2009 13:43:50 -0400
Subject: [rt-users] RTx::S3Invoker problems with Postgres 8.1.11 and RT 3.8.4
Message-ID: <6BD55F6AED7F7846B9398F3CA01FF7BB98AFBF@EXCHANGE2.prg.com>

Hi folks,

 

I'm setting up a new instance of RT 3.8.4 with postgres 8.1.11 on CentOS
5.3, and had some problems trying to implement the Rtx::S3Invoker plugin
to enable simple search to execute saved searches.   I fixed the
problem, but have a couple of questions.  Some background:

 

After installing, when I tried to do a "do:unowned" at the simplesearch
screen I got an error like this in rt.log:

 

[Thu Aug 27 16:44:29 2009] [warning]: DBD::Pg::st execute failed: ERROR:
column "attributes.description" must appear in the GROUP BY clause or be
used in an aggregate function
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509)

 

[Thu Aug 27 16:44:29 2009] [warning]: RT::Handle=HASH(0x2ac0dc7a8be0)
couldn't execute the query 'SELECT COUNT(*) FROM Attributes WHERE
Description LIKE '%unowned%' AND ( (Name='SavedSearch' AND (
(ObjectType='RT::User' AND ObjectId=12)  ) ) OR (
ObjectType='RT::System' AND (Name LIKE 'Search - %' OR
Name='SavedSearch') ) ) ORDER BY Description;' at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522

 

 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x2ac0dc7a8be0
)', 'SELECT COUNT(*) FROM Attributes WHERE Description LIKE \'%uno...')
called at /usr/local/rt/plugins/RTx-S3Invoker/html/Search/Invoker line
36

 

A similar error appeared in the browser.  After contemplating Invoker, I
decided to run the query manually against the database with psql.  I
received the same error, so Postgres does not like this query format for
some reason.  Googling turned up this:  
http://archives.postgresql.org/pgsql-general/2004-02/msg01210.php in
which the inimitable Tom Lane says:

 

"Postgres currently implements the SQL92 definition, which is

that you can't refer to an ungrouped column except within an aggregate

function call.  So you need to call out all the columns to be referenced

in GROUP BY."

 

So I changed Invoker thusly.  

 

Before:

 

my $WHERE = sprintf("WHERE Description LIKE '%s' AND (
(Name='SavedSearch' AND ( (ObjectType='RT::User' AND ObjectId=%i) %s ) )
OR ( ObjectType='RT::System' AND (Name LIKE 'Search - %' OR
Name='SavedSearch') ) ) ORDER BY Description",

                    "%\Q${do}\E%",

                    $session{'CurrentUser'}->Id,

                    scalar @groups ? "OR ( ObjectType='RT::Group' AND
ObjectId IN (". join(',', @groups) .') )' : ''

                   );

 

 

After:

 

my $WHERE = sprintf("WHERE Description LIKE '%s' AND (
(Name='SavedSearch' AND ( (ObjectType='RT::User' AND ObjectId=%i) %s ) )
OR ( ObjectType='RT::System' AND (Name LIKE 'Search - %' OR
Name='SavedSearch') ) ) GROUP BY Description, Objecttype, objectid, id
ORDER BY Description",

                    "%\Q${do}\E%",

                    $session{'CurrentUser'}->Id,

                    scalar @groups ? "OR ( ObjectType='RT::Group' AND
ObjectId IN (". join(',', @groups) .') )' : ''

                   );

 

 

This worked!  great.  

 

 

 

Here are the questions:

 

1.  It appears that Postgres *may* support SELECT with undefined GROUP
BY in later releases, but I have not been able to test this yet.  is
8.1.11 modern enough to make this worth filing a bug report?  It's the
default postgres package that comes with CentOS 5.3, so maybe it's not
so ancient.

 

2.  It doesn't look like calling out a GROUP BY explicitly like this
would work against MySQL installs, but I'm really not sure.  Would there
be a better way of constructing the query than what I have done here?
(SELECT DISTINCT maybe?)

 

 

Thanks all for yout time!

 

Ian Smith

Director of Information Technology

________________________________


Production Resource Group

201-758-4315 findme
201-868-7195 fax
ismith at prg.com <mailto:ismith at prg.com> 

www.prg.com <http://www.prg.com/>  

 

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From joe.rtuser at gmail.com  Fri Aug 28 13:55:10 2009
From: joe.rtuser at gmail.com (Akash)
Date: Fri, 28 Aug 2009 13:55:10 -0400
Subject: [rt-users] RT 3.8.4 port for FreeBSD
Message-ID: <bbb5cb2c0908281055g2ab2b44bvf194479c678e9535@mail.gmail.com>

Hi all,

I would like to upgrade our RT installation from 3.8.1 to 3.8.4 on a FreeBSD
based machine.  3.8.1 was
previously installed from ports.  Even if 3.8.4 port is not available yet,
are there any instructions to
update RT from one version to the other on FreeBSD (via ports)?

Thanks,
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From vadud3 at gmail.com  Fri Aug 28 16:26:33 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Fri, 28 Aug 2009 16:26:33 -0400
Subject: [rt-users] List of user accounts in CLI
Message-ID: <a60f25fc0908281326n74d11247iebe31daf8f05a6f8@mail.gmail.com>

Ho do I get the list of user accounts who can login to RT, from CLI?


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From jpierce at cambridgeenergyalliance.org  Fri Aug 28 16:53:37 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 28 Aug 2009 16:53:37 -0400
Subject: [rt-users] RTx::S3Invoker problems with Postgres 8.1.11 and RT
	3.8.4
In-Reply-To: <6BD55F6AED7F7846B9398F3CA01FF7BB98AFBF@EXCHANGE2.prg.com>
References: <6BD55F6AED7F7846B9398F3CA01FF7BB98AFBF@EXCHANGE2.prg.com>
Message-ID: <be7163f0908281353j3a25f933y913a44303293f299@mail.gmail.com>

No quite sure why this went to the list rather than rt.cpan,
and with an archive rather than a diff, but thanks for the report.
This has been fixed in 0.15 which is on its way to a CPAN
mirror near you.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From tobias at lott.eu.org  Fri Aug 28 16:54:36 2009
From: tobias at lott.eu.org (Tobias lott)
Date: Fri, 28 Aug 2009 22:54:36 +0200
Subject: [rt-users] RT 3.8.4 port for FreeBSD
In-Reply-To: <bbb5cb2c0908281055g2ab2b44bvf194479c678e9535@mail.gmail.com>
References: <bbb5cb2c0908281055g2ab2b44bvf194479c678e9535@mail.gmail.com>
Message-ID: <20090828225436.0d7cd7a0@sub.han.vpn.gamesnet.de>



On Fri, 28 Aug 2009 13:55:10 -0400
Akash <joe.rtuser at gmail.com> wrote:

> Hi all,
> 
> I would like to upgrade our RT installation from 3.8.1 to 3.8.4 on a
> FreeBSD based machine.  3.8.1 was
> previously installed from ports.  Even if 3.8.4 port is not available
> yet, are there any instructions to
> update RT from one version to the other on FreeBSD (via ports)?
> 
> Thanks,

Hi Joe

3.8.4 is available:
http://www.freshports.org/www/rt38

Cheers

-- 
Tobias Lott


From ISmith at prg.com  Fri Aug 28 17:30:31 2009
From: ISmith at prg.com (Ian Smith)
Date: Fri, 28 Aug 2009 17:30:31 -0400
Subject: [rt-users] RTx::S3Invoker problems with Postgres 8.1.11 and RT
	3.8.4
In-Reply-To: <be7163f0908281353j3a25f933y913a44303293f299@mail.gmail.com>
References: <6BD55F6AED7F7846B9398F3CA01FF7BB98AFBF@EXCHANGE2.prg.com>
	<be7163f0908281353j3a25f933y913a44303293f299@mail.gmail.com>
Message-ID: <6BD55F6AED7F7846B9398F3CA01FF7BB98B025@EXCHANGE2.prg.com>

Mostly because I wasn't sure it was bug-worthy, and wanted some
feedback.  It came as an archive because I am unfamiliar with the
process! :-)

Thanks,

-Ian



From vadud3 at gmail.com  Sat Aug 29 10:55:36 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sat, 29 Aug 2009 10:55:36 -0400
Subject: [rt-users] List of user accounts in CLI
In-Reply-To: <a60f25fc0908281326n74d11247iebe31daf8f05a6f8@mail.gmail.com>
References: <a60f25fc0908281326n74d11247iebe31daf8f05a6f8@mail.gmail.com>
Message-ID: <a60f25fc0908290755w666e23d3ufee02054d77972f2@mail.gmail.com>

On Fri, Aug 28, 2009 at 4:26 PM, Asif Iqbal<vadud3 at gmail.com> wrote:
> Ho do I get the list of user accounts who can login to RT, from CLI?

I don't have any external auth. All accounts are statically created. So I guess
I could query the mysql database to get the list of user accounts. But I like to
to do it using rt cli or may be some other RT way which can be run as a cronjob,

>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From macosxforme at gmail.com  Sat Aug 29 18:44:13 2009
From: macosxforme at gmail.com (David Haines)
Date: Sat, 29 Aug 2009 18:44:13 -0400
Subject: [rt-users] rt 3.8.3 under 10.6 client - success
Message-ID: <200D179C-7193-40E2-8A78-0EDA8EC9E0F4@gmail.com>

I'll be working on a write-up for this, but initial testing shows that  
rt 3.8.3 is very easy (*extremely* straightforward) to get setup under  
Mac OS X 10.6 client,
using MySQL-5.1.37 (for 10.5, currently off their site) x86_64

For example (after having installed the provided Developer tools),
make test-deps just works, except DBD-mysql which you have to download  
and compile manually.

Past that, manually edit /etc/apache2/httpd.conf

and add

LoadModule perl_module libexec/apache2/mod_perl.so

after the (LoadModule) fastcgi_module line.

Then edit /etc/apache2/extra/httpd-vhosts.conf according to  
wiki.bestpractical.com/view/Manual/ApacheConfig

I don't have access to 10.6 Server just yet, but I'll test with that  
as well.

I'm about to re-do the process and document it in order to contribute  
the write-up.

PS: A few people have contacted me about my old email re: RT & 10.5. I  
was not able to re-recreate a successful install, after having
worked on my server with various Perl module upgrades, custom PHP  
installations. I did try but could without any luck. Sorry for that !


From tobias at lott.eu.org  Sat Aug 29 19:04:06 2009
From: tobias at lott.eu.org (Tobias lott)
Date: Sun, 30 Aug 2009 01:04:06 +0200
Subject: [rt-users] RT::Authen::ExternalAuth using OpenLDAP on nginx
In-Reply-To: <20090823233149.24671f43@sub.han.vpn.gamesnet.de>
References: <20090823233149.24671f43@sub.han.vpn.gamesnet.de>
Message-ID: <20090830010406.25a1d4f8@sub.han.vpn.gamesnet.de>



On Sun, 23 Aug 2009 23:31:49 +0200
Tobias lott <tobias at lott.eu.org> wrote:

> Good Day to everyone
> 
> Ive been using RT for quite some time now, I've been trying to get
> everything to work with nginx like Nagios, RT, whatnot... 
> 
> The Problem I'm facing now is that the mason_handler.fcgi is Timing
> out on nginx (weather I use 1 Process or more) whenever a LDAP user is
> trying to login. User root can login without a problem (before the
> mason_handler is going 100%).
> 
> USER       PID %CPU %MEM   VSZ   RSS  TT  STAT STARTED      TIME
> COMMAND rt       42755 100.0  4.4 50308 45744   2  R+J   9:18PM
> 7:38.97 perl /usr/local/bin/mason_handler.fcgi (perl5.10.0)
> 
> This is basically a fresh Installation for now, no imports been done
> so far.
> 
> Versions im using:
> 
> FreeBSD 8.0 Beta1
> nginx-0.8.9
> perl-5.10.0
> RT-3.8.4
> RT::Authen::ExternalAuth-0.08
> OpenLDAP 
> 
> Currently using RT_SiteConfig:
> Set(@Plugins,qw(RT::Authen::ExternalAuth));
> 
> Set($WebBaseURL , "https://tracker.local");
> Set($WebPort, 443);
> Set($LogDir, '/var/log');
> Set($LogToFile , 'debug');
> Set($LogToScreen , 'debug');
> Set($UseFriendlyFromLine , 0);
> Set($DatabaseType , 'Pg');
> Set($DatabaseHost   , 'dbhost');
> Set($DatabaseName , 'rt3');
> Set($DatabaseRequireSSL , 1);
> Set($UseSQLForACLChecks, 1);
> Set($LoopsToRTOwner , 1);
> Set($CanonicalizeRedirectURLs, 1);
> Set($AutoCreate, 0);
> 
> Set($ExternalAuthPriority, ['My_LDAP']);
> Set($ExternalInfoPriority, ['My_LDAP']);
> Set($ExternalServiceUsesSSLorTLS, 1);
> Set($AutoCreateNonExternalUsers, 0);
> Set($ExternalSettings, {
>         'My_LDAP'       =>  {
>                              'type' => 'ldap',
>                              'server' => 'ldaphost',
>                              'base' => 'dc=example,dc=com',
>                              'filter' => '(objectClass=*)',
>                              'd_filter' =>
> '(objectClass=NONEEXISTANT)', 'tls' => 1,
>                              'ssl_version' => 3,
>                              'net_ldap_args' => [version => 3 ],
>                              'attr_match_list' => ['Name' ],'attr_map'
>                              => {'Name' => 'cn'}}}
> );
> 
> The only Debug I get is the following (PGP hasn't been configured
> obviously):
> 
> [Sun Aug 23 20:53:24 2009] [debug]: RT's GnuPG libraries couldn't
> successfully read your configured GnuPG home directory
> (/var/run/rt38/data/gpg). PGP support has been disabled
> (/usr/local/lib/perl5/site_perl/5.10.0/RT/Config.pm:380) [Sun Aug 23
> 20:53:43 2009] [debug]: Reloading RT::User to work around a bug in
> RT-3.8.0 and RT-3.8.1
> (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
> 
> Would be nice if someone could give me any Hints on this.
> 
> Cheers

I've tried github Stable (last commit
58efef36fa6655d44209e05a75d9bd93ff84e7da) now, but its still same
Behaviour, but got some more debug now:
http://pastebin.com/m6ba6a55e

Cheers

-- 
Tobias Lott


From lists_mk at wujiman.net  Sun Aug 30 10:19:58 2009
From: lists_mk at wujiman.net (Martin Kraus)
Date: Sun, 30 Aug 2009 16:19:58 +0200
Subject: [rt-users] custom fields in transactions,
	sum of those in ticket header
Message-ID: <20090830141958.GE24915@finrod>

Is it possible(without having to program it) to have a custom field for ticket
transaction and have a sum of those fields in the ticket header, the same way
as time worked works? 

thanks
mk


From rt-id-45 at lists.lorens.org  Sun Aug 30 17:54:29 2009
From: rt-id-45 at lists.lorens.org (Lorens Kockum)
Date: Sun, 30 Aug 2009 23:54:29 +0200
Subject: [rt-users] RT with forms and workflow?
Message-ID: <20090830215429.GA19580@dish.lorens.com>

Hi,

I've installed RT several times over the years (starting at
1.0.7) to fill the need "requester sends an e-mail to create a
ticket, helpdesk handles it".

Today I have an additional need, a need for heavily checked web
forms with workflow, with absolutely minimal effort required
to create a (simple) form and associated workflow. It's easy
to imagine a web interface with drop-down boxes (filled from
LDAP) that creates a ticket, but I'm looking for something
where one can *easily* create a workflow : the ticket owner
sees the custom fields filled in by the requestor, has more
fields to fill in that are not available or even visible to the
original requestor (then or later !), and has only to fill them
in and click OK to send off the ticket to the next person/queue
on the workflow. That could be a sub-queue or more likely a
custom status, that could be set only on a ticket with the
specific fields filled, only set by a person with a specific
authorization . . .

I've spent some time trying to find information on RT used in
this way. I've found

	http://wiki.bestpractical.com/view/WorkFlow

and

	http://www.nabble.com/Create-standard-request-forms-with-RT-td22001993.html

but while in combination it would seem that what I need is
possible, I get the impression that it all boils down to writing
a lot of perl even for a very simple workflow, and I can't say I
found a lot of examples.

Is this kind of use of RT something usual, something
supported? Is there more documentation than what I have found?

If not, what do people use?

-- 
Lorens


From Avenger1 at atlas.sk  Mon Aug 31 06:06:34 2009
From: Avenger1 at atlas.sk (Miroslav Horvath)
Date: Mon, 31 Aug 2009 03:06:34 -0700 (PDT)
Subject: [rt-users] Attachments missing in RESOLVE email
In-Reply-To: <4A7B0E5E.3030006@lbl.gov>
References: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry>
	<24766854.post@talk.nabble.com>
	<20090806164630.GF11737@jibsheet.com> <4A7B0E5E.3030006@lbl.gov>
Message-ID: <25221025.post@talk.nabble.com>


Ken, I'm interresting for the code you've mentioned. Could you or somebody
else write me here that code or some similar, which will steal the
attachment from last comment and then I can use it in Resolve template, so
the Attachments which were put into ticket under Resolved phase will be
available in the email from Resolved Template ?



Ken Crocker wrote:
> 
> Kevin,
> 
> Correct. In fact, I put replied to an email like this awhile back with 
> some code we wrote for a new Resolve template that includes code to 
> include the last comment in the Email body.
> 
> Kenn
> LBNL
> 
> On 8/6/2009 9:46 AM, Kevin Falcone wrote:
>> On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote:
>>   
>>> gyus, you've started the discussion about something else. 
>>>
>>> I've noticed, that in the Resolve email the attachments are not sent
>>> out.
>>> For example:
>>>
>>> I'm working on some ticket, and found some solution for the issue, that
>>> some
>>> .EXE patch must be applied. So I go to ticket, click on RESOLVE and put
>>> into
>>> attachment that .EXE patch file. And will write, that issue was resolved
>>> and
>>> the user must apply locally the patch which is attached in the
>>> resolution
>>> email. 
>>>
>>> But in the resolution email which user received the attachment wasn't.
>>> Is
>>> there some workaround how to have attachment in it  ?
>>>     
>>
>> Miroslav
>>
>> The 'On Resolve' Scrip runs as a separate transaction, it runs during
>> the resolve, not during the comment, so there are no attachments to
>> send.  You either need to steal some of the code linked from previous
>> posts to look for the previous transaction's attachments or disable
>> this script and change RT to send Correspondence rather than Comments
>> when a ticket is resolved, and then RT-Attach will work
>>
>> -kevin
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>   
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p25221025.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From slander at hearstsc.com  Mon Aug 31 16:12:25 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Mon, 31 Aug 2009 16:12:25 -0400
Subject: [rt-users] History of Custom Field Values kept anywhere?
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7ED9@RCLTEXCMS02.resource.hearstcorp.com>


We accidentally changed some values in a Custom Field, and they need to be set back.    I can retrieve the values from our backup, but, the question came up of if RT keeps the history for them.    Poking thru the database, I see it keeps the history for tickets (table Transactions), and that it keeps most of the data for Custom Fields in the table CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By and Last Update Date.   But, so far, I haven't found anywhere it keeps what was changed.      IE, category old value, new value, like you find in the Transactions table.

This would seem to be very useful information to have - especially in the case of a system audit.

Am I just missing something?

This in on RT 3.8.4, btw.




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From gleduc at mail.sdsu.edu  Mon Aug 31 16:39:25 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 31 Aug 2009 13:39:25 -0700
Subject: [rt-users] History of Custom Field Values kept anywhere?
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7ED9@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7ED9@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <4A9C34FD.5070808@mail.sdsu.edu>

Scott, look in the ObjectCustomFieldValues table.  There are pointers 
into it from the OldReference and NewReference fields in the 
Transactions table.  I'm using 3.6.3, but I'm guessing that the same 
will be true in 3.8.4.

Gene

Lander, Scott wrote:
>  
> We accidentally changed some values in a Custom Field, and they need to 
> be set back.    I can retrieve the values from our backup, but, the 
> question came up of if RT keeps the history for them.    Poking thru the 
> database, I see it keeps the history for tickets (table Transactions), 
> and that it keeps most of the data for Custom Fields in the table 
> CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By 
> and Last Update Date.   But, so far, I haven't found anywhere it keeps 
> what was changed.      IE, category old value, new value, like you find 
> in the Transactions table.
>  
> This would seem to be very useful information to have - especially in 
> the case of a system audit.
>  
> Am I just missing something?
>  
> This in on RT 3.8.4, btw.



From slander at hearstsc.com  Mon Aug 31 16:45:54 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Mon, 31 Aug 2009 16:45:54 -0400
Subject: [rt-users] History of Custom Field Values kept anywhere?
In-Reply-To: <4A9C34FD.5070808@mail.sdsu.edu>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7EE5@RCLTEXCMS02.resource.hearstcorp.com>

Gene,

Thanks, but - as near as I can tell, ObjectCustomFieldValues has references from type RT::Ticket only.    IE, everything in it refers to a ticket change, not a global custom field change.

Scott




>>Scott, look in the ObjectCustomFieldValues table.  There are pointers into it from the OldReference and NewReference
>>fields in the Transactions table.  I'm using 3.6.3, but I'm guessing that the same will be true in 3.8.4.
>>
>>Gene

Lander, Scott wrote:
>
> We accidentally changed some values in a Custom Field, and they need to
> be set back.    I can retrieve the values from our backup, but, the
> question came up of if RT keeps the history for them.    Poking thru the
> database, I see it keeps the history for tickets (table Transactions),
> and that it keeps most of the data for Custom Fields in the table
> CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By
> and Last Update Date.   But, so far, I haven't found anywhere it keeps
> what was changed.      IE, category old value, new value, like you find
> in the Transactions table.
>
> This would seem to be very useful information to have - especially in
> the case of a system audit.
>
> Am I just missing something?
>
> This in on RT 3.8.4, btw.

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From kfcrocker at lbl.gov  Mon Aug 31 16:50:55 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 31 Aug 2009 13:50:55 -0700
Subject: [rt-users] History of Custom Field Values kept anywhere?
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7EE5@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7EE5@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <4A9C37AF.2020503@lbl.gov>

Scott,

That's because the ObjectCustomFieldValues Table is for changes to a 
value for an OBJECT. To see the history for the Custom Fields 
themselves, try CustomFieldValues.


Kenn
LBNL

On 8/31/2009 1:45 PM, Lander, Scott wrote:
> Gene,
>
> Thanks, but - as near as I can tell, ObjectCustomFieldValues has references from type RT::Ticket only.    IE, everything in it refers to a ticket change, not a global custom field change.
>
> Scott
>
>
>
>
>   
>>> Scott, look in the ObjectCustomFieldValues table.  There are pointers into it from the OldReference and NewReference
>>> fields in the Transactions table.  I'm using 3.6.3, but I'm guessing that the same will be true in 3.8.4.
>>>
>>> Gene
>>>       
>
> Lander, Scott wrote:
>   
>> We accidentally changed some values in a Custom Field, and they need to
>> be set back.    I can retrieve the values from our backup, but, the
>> question came up of if RT keeps the history for them.    Poking thru the
>> database, I see it keeps the history for tickets (table Transactions),
>> and that it keeps most of the data for Custom Fields in the table
>> CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By
>> and Last Update Date.   But, so far, I haven't found anywhere it keeps
>> what was changed.      IE, category old value, new value, like you find
>> in the Transactions table.
>>
>> This would seem to be very useful information to have - especially in
>> the case of a system audit.
>>
>> Am I just missing something?
>>
>> This in on RT 3.8.4, btw.
>>     
>
> ------------------------------------------------------------------------------------
> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
> ------------------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
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From slander at hearstsc.com  Mon Aug 31 16:58:58 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Mon, 31 Aug 2009 16:58:58 -0400
Subject: [rt-users] History of Custom Field Values kept anywhere?
In-Reply-To: <4A9C37AF.2020503@lbl.gov>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7EEA@RCLTEXCMS02.resource.hearstcorp.com>

Ken,

   CustomFieldValues does have the current values, and documents when they were inserted or modified, but, NOT the actual changes - IE, no "Old Value / New Value".     For instance, for one of the lines in question, the table has:

+-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+
| id  | CustomField | Name                                                     | Description                 | SortOrder | Creator | Created             | LastUpdatedBy | LastUpdated         |
+-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+
| 321 |          30 | CPU                                                      |                             |         4 |     101 | 2009-08-05 14:44:16 |           101 | 2009-08-24 19:56:54 |

What I need to find out is what the Name used to be!  It shouldn't be CPU,  at one time (last week) it was something more like "NAS Storage".




Scott,

That's because the ObjectCustomFieldValues Table is for changes to a value for an OBJECT. To see the history for the Custom Fields themselves, try CustomFieldValues.


Kenn
LBNL

On 8/31/2009 1:45 PM, Lander, Scott wrote:

Gene,

Thanks, but - as near as I can tell, ObjectCustomFieldValues has references from type RT::Ticket only.    IE, everything in it refers to a ticket change, not a global custom field change.

Scott






Scott, look in the ObjectCustomFieldValues table.  There are pointers into it from the OldReference and NewReference
fields in the Transactions table.  I'm using 3.6.3, but I'm guessing that the same will be true in 3.8.4.

Gene



Lander, Scott wrote:


We accidentally changed some values in a Custom Field, and they need to
be set back.    I can retrieve the values from our backup, but, the
question came up of if RT keeps the history for them.    Poking thru the
database, I see it keeps the history for tickets (table Transactions),
and that it keeps most of the data for Custom Fields in the table
CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By
and Last Update Date.   But, so far, I haven't found anywhere it keeps
what was changed.      IE, category old value, new value, like you find
in the Transactions table.

This would seem to be very useful information to have - especially in
the case of a system audit.

Am I just missing something?

This in on RT 3.8.4, btw.



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From Michael_Ellis at UManitoba.CA  Mon Aug 31 17:03:52 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Mon, 31 Aug 2009 16:03:52 -0500
Subject: [rt-users] Asset Tracker: make some custom field "global"
Message-ID: <004701ca2a7e$8e626760$ab273620$@CA>

Except for Name,Type, Description, and Status; everything else in Asset
Tracker is a custom field. We need to make some fields global so that they
are always presented in search results like the default four, and so that
they are presented in the Query Builder without first having to select a
type that has that custom field.

 

Is there a way to do this built in? If not, do Todd or others have a
suggestion for where to begin to add this functionality that I could
approach our programmers with?

 

Thanks,

 

Mike

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From todd at chaka.net  Mon Aug 31 17:20:18 2009
From: todd at chaka.net (Todd Chapman)
Date: Mon, 31 Aug 2009 17:20:18 -0400
Subject: [rt-users] Asset Tracker: make some custom field "global"
In-Reply-To: <004701ca2a7e$8e626760$ab273620$@CA>
References: <004701ca2a7e$8e626760$ab273620$@CA>
Message-ID: <519782dc0908311420p1252b834rf750f051e8ed01c9@mail.gmail.com>

If I recall correctly, this is done the same way all other RT custom
fields are made global. Admin -> Global -> Custom Fields.

On Mon, Aug 31, 2009 at 5:03 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Except for Name,Type, Description, and Status; everything else in Asset
> Tracker is a custom field. We need to make some fields global so that they
> are always presented in search results like the default four, and so that
> they are presented in the Query Builder without first having to select a
> type that has that custom field.
>
>
>
> Is there a way to do this built in? If not, do Todd or others have a
> suggestion for where to begin to add this functionality that I could
> approach our programmers with?
>
>
>
> Thanks,
>
>
>
> Mike
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From kfcrocker at lbl.gov  Mon Aug 31 17:28:31 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 31 Aug 2009 14:28:31 -0700
Subject: [rt-users] History of Custom Field Values kept anywhere?
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7EEA@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7EEA@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <4A9C407F.7050200@lbl.gov>

Scott,

Try the Transaction Table.

Kenn
LBNL

On 8/31/2009 1:58 PM, Lander, Scott wrote:
> Ken,
>  
>    CustomFieldValues does have the current values, and documents when 
> they were inserted or modified, but, NOT the actual changes - IE, no 
> "Old Value / New Value".     For instance, for one of the lines in 
> question, the table has:
>  
> +-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+
> | id  | CustomField | 
> Name                                                     | 
> Description                 | SortOrder | Creator | 
> Created             | LastUpdatedBy | LastUpdated         |
> +-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+
> | 321 |          30 | 
> CPU                                                      
> |                             |         4 |     101 | 2009-08-05 
> 14:44:16 |           101 | 2009-08-24 19:56:54 |
>  
> What I need to find out is what the Name used to be!  It shouldn't be 
> CPU,  at one time (last week) it was something more like "NAS Storage".
>  
>  
>
>  
> Scott,
>
> That's because the ObjectCustomFieldValues Table is for changes to a 
> value for an OBJECT. To see the history for the Custom Fields 
> themselves, try CustomFieldValues.
>
>
> Kenn
> LBNL
>
> On 8/31/2009 1:45 PM, Lander, Scott wrote:
>> Gene,
>>
>> Thanks, but - as near as I can tell, ObjectCustomFieldValues has references from type RT::Ticket only.    IE, everything in it refers to a ticket change, not a global custom field change.
>>
>> Scott
>>
>>
>>
>>
>>   
>>>> Scott, look in the ObjectCustomFieldValues table.  There are pointers into it from the OldReference and NewReference
>>>> fields in the Transactions table.  I'm using 3.6.3, but I'm guessing that the same will be true in 3.8.4.
>>>>
>>>> Gene
>>>>       
>>
>> Lander, Scott wrote:
>>   
>>> We accidentally changed some values in a Custom Field, and they need to
>>> be set back.    I can retrieve the values from our backup, but, the
>>> question came up of if RT keeps the history for them.    Poking thru the
>>> database, I see it keeps the history for tickets (table Transactions),
>>> and that it keeps most of the data for Custom Fields in the table
>>> CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By
>>> and Last Update Date.   But, so far, I haven't found anywhere it keeps
>>> what was changed.      IE, category old value, new value, like you find
>>> in the Transactions table.
>>>
>>> This would seem to be very useful information to have - especially in
>>> the case of a system audit.
>>>
>>> Am I just missing something?
>>>
>>> This in on RT 3.8.4, btw.
>>>     
>>
>> ------------------------------------------------------------------------------------
>> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
>> ------------------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>   
> ------------------------------------------------------------------------------------
> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
> ------------------------------------------------------------------------------------
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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From slander at hearstsc.com  Mon Aug 31 17:32:46 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Mon, 31 Aug 2009 17:32:46 -0400
Subject: [rt-users] History of Custom Field Values kept anywhere?
In-Reply-To: <4A9C407F.7050200@lbl.gov>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7EF6@RCLTEXCMS02.resource.hearstcorp.com>



Hi Ken,

   Transaction table was my first guess - but, nope - looks like everything BUT the Custom Fields is kept there!   Right now, I am thinking that for some reason this data is just not kept - which sort of surprises me!     Oh well - time for a bug report or wish list submission, I guess!!!



Scott,

Try the Transaction Table.

Kenn
LBNL

On 8/31/2009 1:58 PM, Lander, Scott wrote:
Ken,

   CustomFieldValues does have the current values, and documents when they were inserted or modified, but, NOT the actual changes - IE, no "Old Value / New Value".     For instance, for one of the lines in question, the table has:

+-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+
| id  | CustomField | Name                                                     | Description                 | SortOrder | Creator | Created             | LastUpdatedBy | LastUpdated         |
+-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+
| 321 |          30 | CPU                                                      |                             |         4 |     101 | 2009-08-05 14:44:16 |           101 | 2009-08-24 19:56:54 |

What I need to find out is what the Name used to be!  It shouldn't be CPU,  at one time (last week) it was something more like "NAS Storage".




Scott,

That's because the ObjectCustomFieldValues Table is for changes to a value for an OBJECT. To see the history for the Custom Fields themselves, try CustomFieldValues.


Kenn
LBNL

On 8/31/2009 1:45 PM, Lander, Scott wrote:

Gene,

Thanks, but - as near as I can tell, ObjectCustomFieldValues has references from type RT::Ticket only.    IE, everything in it refers to a ticket change, not a global custom field change.

Scott






Scott, look in the ObjectCustomFieldValues table.  There are pointers into it from the OldReference and NewReference
fields in the Transactions table.  I'm using 3.6.3, but I'm guessing that the same will be true in 3.8.4.

Gene



Lander, Scott wrote:


We accidentally changed some values in a Custom Field, and they need to
be set back.    I can retrieve the values from our backup, but, the
question came up of if RT keeps the history for them.    Poking thru the
database, I see it keeps the history for tickets (table Transactions),
and that it keeps most of the data for Custom Fields in the table
CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By
and Last Update Date.   But, so far, I haven't found anywhere it keeps
what was changed.      IE, category old value, new value, like you find
in the Transactions table.

This would seem to be very useful information to have - especially in
the case of a system audit.

Am I just missing something?

This in on RT 3.8.4, btw.



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From Michael_Ellis at UManitoba.CA  Mon Aug 31 17:44:41 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Mon, 31 Aug 2009 16:44:41 -0500
Subject: [rt-users] Asset Tracker: make some custom field "global"
In-Reply-To: <519782dc0908311420p1252b834rf750f051e8ed01c9@mail.gmail.com>
References: <004701ca2a7e$8e626760$ab273620$@CA>
	<519782dc0908311420p1252b834rf750f051e8ed01c9@mail.gmail.com>
Message-ID: <006101ca2a84$41e84070$c5b8c150$@CA>

Thanks. I don't know how I missed that.

Can you think of a way to edit the default format so that it includes a CF "SerialNumber" in every asset query result? I was looking in...

/opt/rt3/share/html/AssetTracker/Search/Results.html
and /opt/rt3/share/html/AssetTracker/Search/Build.html

... thinking that I might append $format with the what I need, but am not sure if this is the best way to go.

-Mike



-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: August-31-09 4:20 PM
To: Michael Ellis
Cc: rt Users
Subject: Re: [rt-users] Asset Tracker: make some custom field "global"

If I recall correctly, this is done the same way all other RT custom
fields are made global. Admin -> Global -> Custom Fields.

On Mon, Aug 31, 2009 at 5:03 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Except for Name,Type, Description, and Status; everything else in Asset
> Tracker is a custom field. We need to make some fields global so that they
> are always presented in search results like the default four, and so that
> they are presented in the Query Builder without first having to select a
> type that has that custom field.
>
>
>
> Is there a way to do this built in? If not, do Todd or others have a
> suggestion for where to begin to add this functionality that I could
> approach our programmers with?
>
>
>
> Thanks,
>
>
>
> Mike
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>




From todd at chaka.net  Mon Aug 31 17:48:41 2009
From: todd at chaka.net (Todd Chapman)
Date: Mon, 31 Aug 2009 17:48:41 -0400
Subject: [rt-users] Asset Tracker: make some custom field "global"
In-Reply-To: <006101ca2a84$41e84070$c5b8c150$@CA>
References: <004701ca2a7e$8e626760$ab273620$@CA>
	<519782dc0908311420p1252b834rf750f051e8ed01c9@mail.gmail.com>
	<006101ca2a84$41e84070$c5b8c150$@CA>
Message-ID: <519782dc0908311448l4b9826f7h737676a921f23dde@mail.gmail.com>

That's configurable in AT_Config.pm.

On Mon, Aug 31, 2009 at 5:44 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Thanks. I don't know how I missed that.
>
> Can you think of a way to edit the default format so that it includes a CF "SerialNumber" in every asset query result? I was looking in...
>
> /opt/rt3/share/html/AssetTracker/Search/Results.html
> and /opt/rt3/share/html/AssetTracker/Search/Build.html
>
> ... thinking that I might append $format with the what I need, but am not sure if this is the best way to go.
>
> -Mike
>
>
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-31-09 4:20 PM
> To: Michael Ellis
> Cc: rt Users
> Subject: Re: [rt-users] Asset Tracker: make some custom field "global"
>
> If I recall correctly, this is done the same way all other RT custom
> fields are made global. Admin -> Global -> Custom Fields.
>
> On Mon, Aug 31, 2009 at 5:03 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Except for Name,Type, Description, and Status; everything else in Asset
>> Tracker is a custom field. We need to make some fields global so that they
>> are always presented in search results like the default four, and so that
>> they are presented in the Query Builder without first having to select a
>> type that has that custom field.
>>
>>
>>
>> Is there a way to do this built in? If not, do Todd or others have a
>> suggestion for where to begin to add this functionality that I could
>> approach our programmers with?
>>
>>
>>
>> Thanks,
>>
>>
>>
>> Mike
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>


From kfcrocker at lbl.gov  Mon Aug 31 18:48:08 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 31 Aug 2009 15:48:08 -0700
Subject: [rt-users] History of Custom Field Values kept anywhere?
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7EF6@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7EF6@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <4A9C5328.9060700@lbl.gov>

Scott,

That can't be. I use the transaction record to trigger several scrips 
that look at the changes  in a CF. Try transactions with Type = 
"CustomField", Field = the number of the CF and old/new values.

Kenn
LBNL

On 8/31/2009 2:32 PM, Lander, Scott wrote:
>  
>
> Hi Ken,
>  
>    Transaction table was my first guess - but, nope - looks like 
> everything BUT the Custom Fields is kept there!   Right now, I am 
> thinking that for some reason this data is just not kept - which sort 
> of surprises me!     Oh well - time for a bug report or wish list 
> submission, I guess!!!
>  
>  
>
> Scott,
>
> Try the Transaction Table.
>
> Kenn
> LBNL
>
> On 8/31/2009 1:58 PM, Lander, Scott wrote:
>> Ken,
>>  
>>    CustomFieldValues does have the current values, and documents when 
>> they were inserted or modified, but, NOT the actual changes - IE, no 
>> "Old Value / New Value".     For instance, for one of the lines in 
>> question, the table has:
>>  
>> +-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+
>> | id  | CustomField | 
>> Name                                                     | 
>> Description                 | SortOrder | Creator | 
>> Created             | LastUpdatedBy | LastUpdated         |
>> +-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+
>> | 321 |          30 | 
>> CPU                                                      
>> |                             |         4 |     101 | 2009-08-05 
>> 14:44:16 |           101 | 2009-08-24 19:56:54 |
>>  
>> What I need to find out is what the Name used to be!  It shouldn't be 
>> CPU,  at one time (last week) it was something more like "NAS Storage".
>>  
>>  
>>
>>  
>> Scott,
>>
>> That's because the ObjectCustomFieldValues Table is for changes to a 
>> value for an OBJECT. To see the history for the Custom Fields 
>> themselves, try CustomFieldValues.
>>
>>
>> Kenn
>> LBNL
>>
>> On 8/31/2009 1:45 PM, Lander, Scott wrote:
>>> Gene,
>>>
>>> Thanks, but - as near as I can tell, ObjectCustomFieldValues has references from type RT::Ticket only.    IE, everything in it refers to a ticket change, not a global custom field change.
>>>
>>> Scott
>>>
>>>
>>>
>>>
>>>   
>>>>> Scott, look in the ObjectCustomFieldValues table.  There are pointers into it from the OldReference and NewReference
>>>>> fields in the Transactions table.  I'm using 3.6.3, but I'm guessing that the same will be true in 3.8.4.
>>>>>
>>>>> Gene
>>>>>       
>>>
>>> Lander, Scott wrote:
>>>   
>>>> We accidentally changed some values in a Custom Field, and they need to
>>>> be set back.    I can retrieve the values from our backup, but, the
>>>> question came up of if RT keeps the history for them.    Poking thru the
>>>> database, I see it keeps the history for tickets (table Transactions),
>>>> and that it keeps most of the data for Custom Fields in the table
>>>> CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By
>>>> and Last Update Date.   But, so far, I haven't found anywhere it keeps
>>>> what was changed.      IE, category old value, new value, like you find
>>>> in the Transactions table.
>>>>
>>>> This would seem to be very useful information to have - especially in
>>>> the case of a system audit.
>>>>
>>>> Am I just missing something?
>>>>
>>>> This in on RT 3.8.4, btw.
>>>>     
>>>
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