Test: Search Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')

.
 * Stop people with old DateTime or DateTime::Locales from exploding in Preferences
 * Move all JS for hierarchical CFs onto derivative field; remove DerivativeCFs method
 * Call the method on the object, not the username string (Reported by Philip Shore)
 * When using WebExternalAuth don't issue a new session cookie on each request
 * Mention missing index that was only added to upgrade scripts

DOCUMENTATION
=============
 * Fixes rt3.fsck.com#13490 - confusing instructions for the mysql 4.1->5 upgrade commands

   Also fixes Debian Bug #550278
   Thanks to Marcus Better.
 * comment one confusing code
 * Slightly more clear --all explanation for rt-email-dashboards
 * Fix perldoc for Queue object

   * remove =testing that make perldoc stop just after it
   * add description like other RT objects
 * Fix shredder documentation typo
 * Documentation tweaks for new OutgoingMailFrom config
 * Add doc about @Plugins configuration variable.
 * We only have this index in the schema and upgrade scripts for mysql and oracle
   (cherry picked from commit 4f0d3e64378107be6bd40f377d3250f3031cfa9f)

FEATURES
========
 * Add a MassageDashboards callback for the dashboard homepage
 * Callback for massaging the dashboard tabs on the homepage and dashboards
 * refactor validation of transactions CFs on ticket update
 * Add a systemwide plugin directory at the request of the Debian RT maintainers
 * Fold hardcoded SelfService search format into a config option
 * make people can update saved chart search easily
 * we should try to decode uploaded template for offline
 * append plugin lib path to @INC if local lib path is *not* in @INC: see also ticket #13944
 * implement "Current Links" section in bulk update
 * If there is no ticket for outgoing mail, check a new configuration option for the From address
 * Document the Default key
 * Add CustomFieldValuesAsString method

   If you are using a multiple value custom field, FirstCustomFieldValue
   doesn't help because you actually want all the values.  This is a simple
   wrapper function to save you writing the map.
 * Add ability to skip QuickCreate ticket creation in the Initial callback
   (consistent with Ticket/Create.html and SelfService/Create.html)
 * allow to change page title via callback on Create
 * another place where title is used on Create
 * pass QueueObj into callback, we already loaded object
 * add simple search on Admin/Queues page
 * a callback in Elements/Logout
 * $SendTo argument in SimpleSearch widget

TESTS
=====
 * tiny url fix: we do *not* need 2 leading /
 * Avoid redefine warnings
 * Ignore t/tmp/
 * Begin a new test file for testing dashboard permissions
 * Refactor run_mailgate into run_and_capture
 * add t/web/offline_messages_utf8.t
 * minor changes in t/
 * refactor tests: new tmp dir, Cfg->Set updates file and more
   * new central tmp dir under t/tmp
   * tmp dir is not deleted on failures
   * centrall %tmp hash in RT::Test to hold names
     of files
   * set_config_wrapper that wraps RT->Config->Set calls and
     append changes into the test config file, so we can
     catch them in UI by restarting server
 * added t/web/ticket_update_without_content.t
 * add t/web/saved_search_chart.t
 * add t/web/command_line_with_unknown_field
 * add t/web/offline_utf8.t
 * add t/web/dashboard_with_deleted_saved_search.t
 * added t/web/search_bulk_update_links.t
 * add t/web/saved_search_permissions.t
 * Split on the same string we actually join on
 * refactor catching mails in tests

TRANSLATION
===========
 * fixed a typo in fr.po. thanks, JeanBenoit++
 * [fsck.com #14092] Fixes a typo in the Norwegian Bokmal translation
 * Danish translation fix from jonasbn. [fsck.com #14132]
 * missing localization

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From kfcrocker at lbl.gov  Fri Dec 11 15:47:36 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 11 Dec 2009 12:47:36 -0800
Subject: [rt-users] ACL-Restrict access to Display Ticket Content
In-Reply-To: 
References: 
Message-ID: <4B22AFE8.6080300@lbl.gov>

Behzad,

Two questions:
1) Are there any differences between your Global settings and the Queue 
settings in question?
2) I'm not sure if you are talking about the "Show Results" letting  
users see the Queue  or if you are talking about seeing a Queue in the 
drop-down for "Creating a Ticket. If the the first, where do you give 
the right "ShowSavedSearch"?

Kenn
LBNL

On 12/10/2009 3:48 PM, Behzad Mahini wrote:
> Is there a way to restrict access for users such that they could see a  
> Queue (as shown in the "Quick search"), as well as a listing of the  
> Tickets corresponding to that Queue ("Show Results" -- Results.html  
> page)?  However, no further details & contents about a ticket (i.e.,  
> no Ticket metatdata) to be provided once a Ticket is selected from the  
> Results.html or Simple.html page.  "ShowTicket" privilege is the one  
> that messes me up.
>
> (RT 3.8.4)
> I tried different ACL combinations (for Queue "X"), and none worked.  
> Presently, I have the following ACL's for Queue "X":
>
> Everyone:
>
> 	CommentOnTicket
> 	CreateTicket
> 	ReplyToTicket
> 	SeeQueue
>
> Unprivileged
> 	-
> Privileged
> 	-
>
> User Defined Group:
>
> 	Grp-xyz
> 		I started from nothing, and experimented by one-by-one adding the  
> following privileges (as soon as I add "ShowTicket", it defeats what I  
> am after, and
> 		without "ShowTicket" the Queue does not appear for the user):
>
> 			ModifyTicket
> 			OwnTicket
> 			ShowTicket
> 			ShowTicketCommenst
> 			Watch
> 			WatchAsAdminCc
>
>
> Thanks,
> Behzad
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Dec 11 15:52:20 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 11 Dec 2009 12:52:20 -0800
Subject: [rt-users] scrip not working after upgrade
In-Reply-To: <20091211104701.477f7ce9@lapcolas>
References: <20091211104701.477f7ce9@lapcolas>
Message-ID: <4B22B104.3060200@lbl.gov>

Nicolas,

Try this:

# Custom Condition
#
my $trans = $self->TransactionObj;

return ($trans->Type eq "Status" &&
        $trans->NewValue eq "rejected");

Kenn
LBNL

On 12/11/2009 1:47 AM, Nicolas GUIOT wrote:
> Hi everyone,
>
> I'm upgrading from 3.6.1 to 3.8.6, and having (until now) just a last bug : 
>
> I had a scrip that was doing the following : if a ticket has been rejected, then email the user so that he knows about it.
>
> This was made like this : 
>
> Condition : On Status Change
> Action : Notify requestor, CCs, and AdminCCs
> Template : GlobalTemplate : Reject
> Stage : Transaction Create
>
> Custon Condition : 
>  if ( $Ticket->Status eq "rejected") { return 1; }
>  return 0;
>
> So, this works perfectly in the "old" setup (3.6.1). 
>
> But in 3.8.6, every time the status of the ticket changes (open, solved, closed, etc...), the Requestor receives a "ticket rejected" notice.
>
> Has anything changed between the 2 versions ? Did I miss something else ?
>
> Thanks in advance for your help
> Nicolas
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 andschais at gmail.com  Fri Dec 11 17:51:32 2009
From: andschais at gmail.com (andschais at gmail.com)
Date: Fri, 11 Dec 2009 23:51:32 +0100
Subject: [rt-users] On Correspond Action mandatory CF
In-Reply-To: 
References: 
Message-ID: 

Please, I really need help with this. Can anybody help me? Did I make the
wrong question?
I would appreciate any help.
Thanks!!

2009/12/8 andschais at gmail.com 

> Hi list, I need that a supervisor can validate every correspondence between
> ticket owner and requestor. Can I "block" an outgoing email if a CF has no
> value assigned? Is there a better way to do that validation? Can I
> modificate "Approvals" behavior to do that?
> Thanks in advance.
> Andres.
>
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From nicolas.guiot at risc-group.com  Mon Dec 14 04:35:35 2009
From: nicolas.guiot at risc-group.com (Nicolas GUIOT)
Date: Mon, 14 Dec 2009 10:35:35 +0100
Subject: [rt-users] scrip not working after upgrade
In-Reply-To: <4B22B104.3060200@lbl.gov>
References: <20091211104701.477f7ce9@lapcolas>
	<4B22B104.3060200@lbl.gov>
Message-ID: <20091214103535.7a1cd210@lapcolas>

Hi,

I still have exactly the same behaviour : 

your ticket has been rejeted

Status: open

Please, everyone, just let me know how YOU warn users that their ticket has been rejected.

Nicolas

On Fri, 11 Dec 2009 12:52:20 -0800
Ken Crocker wrote:

> Nicolas,
> 
> Try this:
> 
> # Custom Condition
> #
> my $trans = $self->TransactionObj;
> 
> return ($trans->Type eq "Status" &&
>         $trans->NewValue eq "rejected");
> 
> Kenn
> LBNL
> 
> On 12/11/2009 1:47 AM, Nicolas GUIOT wrote:
> > Hi everyone,
> >
> > I'm upgrading from 3.6.1 to 3.8.6, and having (until now) just a
> > last bug : 
> >
> > I had a scrip that was doing the following : if a ticket has been
> > rejected, then email the user so that he knows about it.
> >
> > This was made like this : 
> >
> > Condition : On Status Change
> > Action : Notify requestor, CCs, and AdminCCs
> > Template : GlobalTemplate : Reject
> > Stage : Transaction Create
> >
> > Custon Condition : 
> >  if ( $Ticket->Status eq "rejected") { return 1; }
> >  return 0;
> >
> > So, this works perfectly in the "old" setup (3.6.1). 
> >
> > But in 3.8.6, every time the status of the ticket changes (open,
> > solved, closed, etc...), the Requestor receives a "ticket rejected"
> > notice.
> >
> > Has anything changed between the 2 versions ? Did I miss something
> > else ?
> >
> > Thanks in advance for your help
> > Nicolas
> >

From ruz at bestpractical.com  Mon Dec 14 13:33:22 2009
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 14 Dec 2009 21:33:22 +0300
Subject: [rt-users] Question about your Priorityasstring extension
In-Reply-To: <4B267FB4.3030208@sgs.com>
References: <4B267FB4.3030208@sgs.com>
Message-ID: <589c94400912141033k6fafff22pd6ebce739b4fec9f@mail.gmail.com>

Hello,

Cced the list.

I think in this extension we wrap the label into a html element with
css class. So you can add coloring using CSS. Just checked it and it's
the case. Priority label is wrapped into a  with different
classes, for example:

* ticket-info-priority-normal
* ticket-info-priority-urgent
* ticket-info-final-priority-normal

where "normal" and "urgent" are priority labels. You can add the
following rules into CSS:

.ticket-info-priority-normal { color: green; }
.ticket-info-priority-urgent { color: red; }

And so on. Please send me back a documentation patch for the module.

On Mon, Dec 14, 2009 at 9:11 PM, Christophe Sahut
 wrote:
>
> Hi Ruslan,
>
> ?I used the patch on the wiki for 3.6.x to convert numeric priority to labels and I switched to your extension for RT 3.8.x. It works well.
>
> ?I lost a feature between the two versions, it's the color of the labels. In the old version, I had redifined in the "/opt/rt3/local/html/Elements/RT__Ticket/ColumnMap" file :
>
>
> ??? Priority => {
> ??????? title???? => 'Priority', # loc
> ??????? attribute => 'Priority',
> ??????? name????? => 'Priority',
> ??????? value???? => sub { return $_[0]->Priority }
> ??? },
>
> to:
>
> ??? Priority => {
> ??????? title???? => 'Priority', # loc
> ??????? attribute => 'Priority',
> ??????? value???? => sub {
>
> ????????? my $pstring = $RT::PriorityType?$_[0]->PriorityAsString() : $_[0]->Priority;
>
> ????????? # optional color-coding is below. comment it out if you dont like it.
>
> ????????? # start-color-coding
> ????????? my $priority = $_[0]->Priority;
> ????????? my $colors = undef;
> ??????????? if ($priority ge '90') {
> ???????????????? $colors = "#FF0000";
> ??????????? } elsif ($priority ge '70') {
> ???????????????? $colors = "#FF6C00";
> ??????????? } elsif ($priority ge '50') {
> ???????????????? $colors = "#000EFF";
> ??????????? } elsif ($priority ge '0') {
> ???????????????? $colors = "#009000";
> ??????????? }
>
> ??????????? if ($colors) {
> ???????????????? $pstring = "$pstring"
> ??????????? }
> ????????? # end-color-coding
>
> ????????? return \"$pstring";
> ??????? }
> ??? },
>
>
>
> Even it's ugly (hard coding of colors in the code), it worked well.
>
> I see there is a file brought with your extension /opt/rt3/local/plugins/RT-Extension-PriorityAsString/html/Callbacks/PriorityAsString/Elements/RT__Ticket/ColumnMap/Once preventing this hack to work I guess.
>
> Do you have any idea to make this work or maybe to add this feature to your plugin ?
>
> Many thanks !
>
> --
>
> Christophe Sahut
>
> Information Technology
>
> SGS SA
>
> 1, Place des Alpes
> CH ? 1211 ? Geneva
>
> Phone:? +41 22 739 96 49
> Mobile:??+41 78 899 29 39
>
> E-mail?:???Christophe.Sahut at sgs.com
>
>
>
> Information in this email and any attachments is confidential and
> intended solely for the use of the individual(s) to whom it is addressed
> or otherwise directed. Please note that any views or opinions presented
> in this email are solely those of the author and do not necessarily
> represent those of the Company.
> Finally, the recipient should check this email and any attachments for
> the presence of viruses. The Company accepts no liability for any damage
> caused by any virus transmitted by this email.
> All SGS services are rendered in accordance with the applicable SGS
> conditions of service available on request and accessible at
> http://www.sgs.com/terms_and_conditions.htm

--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Dec 14 14:08:29 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 14 Dec 2009 22:08:29 +0300
Subject: [rt-users] scrip not working after upgrade
In-Reply-To: <20091214103535.7a1cd210@lapcolas>
References: <20091211104701.477f7ce9@lapcolas> <4B22B104.3060200@lbl.gov>
	<20091214103535.7a1cd210@lapcolas>
Message-ID: <589c94400912141108l11b1d541v612e1e3b77985232@mail.gmail.com>

You have this behaviour because of value in Custom Condition drop
down, it should be user defined. Custom code only used with this
condition.

On Mon, Dec 14, 2009 at 12:35 PM, Nicolas GUIOT
 wrote:
> Hi,
>
> I still have exactly the same behaviour :
>
> your ticket has been rejeted
>
> Status: open
>
> Please, everyone, just let me know how YOU warn users that their ticket has been rejected.
>
> Nicolas
>
> On Fri, 11 Dec 2009 12:52:20 -0800
> Ken Crocker wrote:
>
>> Nicolas,
>>
>> Try this:
>>
>> # Custom Condition
>> #
>> my $trans = $self->TransactionObj;
>>
>> return ($trans->Type eq "Status" &&
>> ? ? ? ? $trans->NewValue eq "rejected");
>>
>> Kenn
>> LBNL
>>
>> On 12/11/2009 1:47 AM, Nicolas GUIOT wrote:
>> > Hi everyone,
>> >
>> > I'm upgrading from 3.6.1 to 3.8.6, and having (until now) just a
>> > last bug :
>> >
>> > I had a scrip that was doing the following : if a ticket has been
>> > rejected, then email the user so that he knows about it.
>> >
>> > This was made like this :
>> >
>> > Condition : On Status Change
>> > Action : Notify requestor, CCs, and AdminCCs
>> > Template : GlobalTemplate : Reject
>> > Stage : Transaction Create
>> >
>> > Custon Condition :
>> > ?if ( $Ticket->Status eq "rejected") { return 1; }
>> > ?return 0;
>> >
>> > So, this works perfectly in the "old" setup (3.6.1).
>> >
>> > But in 3.8.6, every time the status of the ticket changes (open,
>> > solved, closed, etc...), the Requestor receives a "ticket rejected"
>> > notice.
>> >
>> > Has anything changed between the 2 versions ? Did I miss something
>> > else ?
>> >
>> > Thanks in advance for your help
>> > Nicolas
>> >
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 dgriffi at cs.csubak.edu  Mon Dec 14 14:21:14 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Mon, 14 Dec 2009 11:21:14 -0800 (PST)
Subject: [rt-users] Custom logo in 3.8
Message-ID: 

I'm trying to change the logo in 3.8.6, but 
http://wiki.bestpractical.com/view/ChangeLogo doesn't work.  Googling 
around for the answer gives me multiple references to the instructions on 
that page not working.  Would someone please point out a guide for adding 
a custom logo to 3.8.6 that actually works?

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From es at compuvo.com  Mon Dec 14 14:30:18 2009
From: es at compuvo.com (edschuyler)
Date: Mon, 14 Dec 2009 11:30:18 -0800 (PST)
Subject: [rt-users] RT 3.8 VMware Appliance?
In-Reply-To: <4D0CC20035E9408899AB1386B8911CCE@oxfhqit>
References: <4D0CC20035E9408899AB1386B8911CCE@oxfhqit>
Message-ID: <26779968.post@talk.nabble.com>

Try here:

http://www.groundtactics.com/wordpress/?page_id=3&forumaction=doeditpost&forum=2&thread=8&start=0&forumpost=16
-- 
View this message in context: http://old.nabble.com/RT-3.8-VMware-Appliance--tp26714791p26779968.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From smithj4 at bnl.gov  Mon Dec 14 14:50:07 2009
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Mon, 14 Dec 2009 14:50:07 -0500
Subject: [rt-users] Custom logo in 3.8
In-Reply-To: 
References: 
Message-ID: <1260820207.8342.5.camel@smith.racf.bnl.gov>

Hi David,

It works for us in 3.8.6/7.  We are currently using a slightly modified
version of the patch mentioned in the Wiki, which we also tried to
report to the developers:

http://rt3.fsck.com/Ticket/Display.html?id=13964&user=guest&pass=guest

but I guess they had trouble getting the web2 style sheet to display
things correctly.  The logo we are using is very close to the size of
the original Best Practical logo, at 177x30 pixels.

~Jason

On Mon, 2009-12-14 at 11:21 -0800, David Griffith wrote:
> I'm trying to change the logo in 3.8.6, but 
> http://wiki.bestpractical.com/view/ChangeLogo doesn't work.  Googling 
> around for the answer gives me multiple references to the instructions on 
> that page not working.  Would someone please point out a guide for adding 
> a custom logo to 3.8.6 that actually works?

-- 
/------------------------------------------------------------------\
|  Jason A. Smith                          Email:  smithj4 at bnl.gov |
|  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
|  Upton, NY 11973-5000,  U.S.A.                                   |
\------------------------------------------------------------------/

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From jmoseley at corp.xanadoo.com  Mon Dec 14 15:01:46 2009
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Mon, 14 Dec 2009 14:01:46 -0600
Subject: [rt-users] Custom logo in 3.8
In-Reply-To: 
References: 
Message-ID: 

On Mon, Dec 14, 2009 at 1:21 PM, David Griffith  wrote:
>
> I'm trying to change the logo in 3.8.6, but
> http://wiki.bestpractical.com/view/ChangeLogo doesn't work. ?Googling
> around for the answer gives me multiple references to the instructions on
> that page not working. ?Would someone please point out a guide for adding
> a custom logo to 3.8.6 that actually works?

I know this is documented somewhere...  Without looking at the wiki or
official docs, here's what works:

Create directory called 'Elements' in /local/html

Create file called 'Logo' in above directory with contents similar to:

    ">
% if ($show_name) {
    <% loc("RT for [_1]", $RT::rtname) %>
% }

<%args>
  $show_name => 1

Lastly, place logo jpeg (or whatever format it's in) in:

/share/html/NoAuth/images

-- 
James

From dgriffi at cs.csubak.edu  Mon Dec 14 15:11:15 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Mon, 14 Dec 2009 12:11:15 -0800 (PST)
Subject: [rt-users] Custom logo in 3.8
In-Reply-To: 
References: 

Message-ID: 

On Mon, 14 Dec 2009, James Moseley wrote:

> On Mon, Dec 14, 2009 at 1:21 PM, David Griffith  wrote:
>>
>> I'm trying to change the logo in 3.8.6, but
>> http://wiki.bestpractical.com/view/ChangeLogo doesn't work. ?Googling
>> around for the answer gives me multiple references to the instructions on
>> that page not working. ?Would someone please point out a guide for adding
>> a custom logo to 3.8.6 that actually works?
>
> I know this is documented somewhere...  Without looking at the wiki or
> official docs, here's what works:
>
> Create directory called 'Elements' in /local/html
>
> Create file called 'Logo' in above directory with contents similar to:
>
>  
>     src="<%$RT::WebImagesURL%>/yourlogo.jpg" alt="<%loc("Your
> Company")%>">
> % if ($show_name) {
>    <% loc("RT for [_1]", $RT::rtname) %>
> % }
>  
> <%args>
>  $show_name => 1
> 
>
> Lastly, place logo jpeg (or whatever format it's in) in:
>
> /share/html/NoAuth/images

Okay, I have a logo displaying, but it's at the bottom.  I can't seem to 
get it to go along the top like it did in 3.6 without stomping on other 
parts of the page.  Do I need to monkey around with 
NoAuth/css/web2/layout.css some more?

More questions:

Shouldn't share/html/Elements/Logo contain more generic stuff like 
$LogoURL and such as is described for 3.6?

Is it safe to comment out the invocation of /Elements/Footer from 
share/html/autohandler?

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From jmoseley at corp.xanadoo.com  Mon Dec 14 15:32:35 2009
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Mon, 14 Dec 2009 14:32:35 -0600
Subject: [rt-users] Custom logo in 3.8
In-Reply-To: 
References: 

Message-ID: 

On Mon, Dec 14, 2009 at 2:11 PM, David Griffith  wrote:
> On Mon, 14 Dec 2009, James Moseley wrote:
>
>> On Mon, Dec 14, 2009 at 1:21 PM, David Griffith 
>> wrote:
>>>
>>> I'm trying to change the logo in 3.8.6, but
>>> http://wiki.bestpractical.com/view/ChangeLogo doesn't work. ?Googling
>>> around for the answer gives me multiple references to the instructions on
>>> that page not working. ?Would someone please point out a guide for adding
>>> a custom logo to 3.8.6 that actually works?
>>
>> I know this is documented somewhere... ?Without looking at the wiki or
>> official docs, here's what works:
>>
>> Create directory called 'Elements' in /local/html
>>
>> Create file called 'Logo' in above directory with contents similar to:
>>
>> ?
>> ? > src="<%$RT::WebImagesURL%>/yourlogo.jpg" alt="<%loc("Your
>> Company")%>">
>> % if ($show_name) {
>> ? <% loc("RT for [_1]", $RT::rtname) %>
>> % }
>> ?
>> <%args>
>> ?$show_name => 1
>> 
>>
>> Lastly, place logo jpeg (or whatever format it's in) in:
>>
>> /share/html/NoAuth/images
>
> Okay, I have a logo displaying, but it's at the bottom. ?I can't seem to get
> it to go along the top like it did in 3.6 without stomping on other parts of
> the page. ?Do I need to monkey around with NoAuth/css/web2/layout.css some
> more?
>
> More questions:
>
> Shouldn't share/html/Elements/Logo contain more generic stuff like $LogoURL
> and such as is described for 3.6?
>
> Is it safe to comment out the invocation of /Elements/Footer from
> share/html/autohandler?

Using my method above, you shouldn't have to make any other changes.
Essentially, back out of what you did according to the Wiki
instructions, ie, don't make any custom edits to the css files and
return the autohandler file to default.

As far as RT_SiteConfig, get rid of any $Logo references you may have
in that config.  Also, make sure you have the following in
RT_SiteConfig:

Set($WebImagesURL , $WebPath . "/NoAuth/images/");

-- 
James

From falcone at bestpractical.com  Mon Dec 14 15:46:52 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 14 Dec 2009 15:46:52 -0500
Subject: [rt-users] unprivileged users need to log in twice
In-Reply-To: <20091209214914.GM910@jibsheet.com>
References: 
	<20091209185653.GU10507@bestpractical.com>

	<20091209200039.GL910@jibsheet.com>

	<20091209214914.GM910@jibsheet.com>
Message-ID: <20091214204652.GA867@jibsheet.com>

On Wed, Dec 09, 2009 at 04:49:14PM -0500, Kevin Falcone wrote:
> On Wed, Dec 09, 2009 at 12:26:53PM -0800, David Griffith wrote:
> > On Wed, 9 Dec 2009, Kevin Falcone wrote:
> > 
> > > On Wed, Dec 09, 2009 at 11:40:32AM -0800, David Griffith wrote:
> > >> Go to http://foobar.com/rt and you see the RT login screen.  Login as an
> > >> unprivileged user (Alice).  The username and password field will blank
> > >> out.  Type in Alice's username and password again, and you'll be logged in
> > >> as Alice.  That's the first part of the bug.
> > >
> > > What happens at http://foobar.com/rt/ vs /rt
> > > Also, what is your URL after the initial failed login?
> > 
> > Trailing slash makes no difference.  The URL after initial failed login is
> > http://foobar.com/rt/SelfService/
> > 
> > >> The second part is when you type in the username-password the second 
> > >> time.  If at that point you attempt to log in as a privileged user, 
> > >> you'll log in, but your permissions are that of an unprivileged user.
> > >
> > > This sounds like the initial login worked enough to get you redirected
> > > to /rt/SelfService/ which would certainly make it appear that you're
> > > an unprivileged user when you then log in as Bob (the privileged user)
> > 
> > I see.  Any ideas of what's going on?
> 
> Not without further digging, but at least we've explained the
> unprivileged rights issue.

I'd be interested to know if the following patch fixes this on debian
stable.  You should be able to apply it with

cd /usr/share/request-tracker3.6; patch < ErrHeadersOut.patch

and a restart of apache

-kevin
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From jhguitarist1 at gmail.com  Mon Dec 14 16:22:05 2009
From: jhguitarist1 at gmail.com (James Higgins)
Date: Mon, 14 Dec 2009 13:22:05 -0800 (PST)
Subject: [rt-users]  Trying to Scrip grouping of tickets
Message-ID: <26780002.post@talk.nabble.com>

The idea here that if a specific device is down and causing an outage to a
number of systems, that when the first ticket is created and a CF is set to
"Outage" that it will generate a Parent ticket for the Outage and link any
following tickets created for that Outage.  For some reason it was working
fine at one point, and I thought I was done.  Left it alone over the weekend
and on Monday morning it stopped working completely. Nothing was changed on
the server since I'm the only person with admin access.  I made some changes
to the scrip for debugging purposes and found that it is failing here:  

$startUnit = $ticket->CustomFieldValues('Unit Where Issue
Begins')->Next->Content;

It doesn't fail initially, but rather runs through the search list until it
ends.  That's where the problem occurs.  My thougts are that when it hits
the end of the list it fails here due to no ticket and therefore no CF to
pull data from.  I could be wrong but that is what it appears to be doing. 
Anyway here is what I have so far:

Action: User Defined
Template: Blank
Stage TransactionBatch
######################################################################
# Custom Condition:
# Check to confirm ticket is set to Outage
return 0 unless $self->TransactionObj->Type eq "Create";
return 0 unless $self->TicketObj->CustomFieldValues('Type of
Issue')->Next->Content eq 'Outage';
return 1;

######################################################################
# Custom Action:
# Search for other Outage tickets with Matching StartUnit
my $problemUnit = undef;
my $Transaction = $self->TransactionObj;
my $search = RT::Tickets->new($RT::SystemUser);
$problemUnit = $self->TicketObj->CustomFieldValues('Unit Where Issue
Begins')->Next->Content;

$search->LimitQueue(VALUE => 'Network Tech');
#$search->LimitCustomField(CUSTOMFIELD => 'Type of Issue', VALUE =>
'Outage');
#$search->LimitCustomField(CUSTOMFIELD => 'Customer Name', VALUE =>
'Master');
$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');
if ($search->Count == 0) { return 1; }
my $id = undef;
my $startUnit = undef;
my $priority = 3;

while (my $ticket = $search->Next) { #start while
        # Ignore the ticket that caused this scrip to run
        next if $self->TicketObj->Id == $ticket->Id;
        $startUnit = $ticket->CustomFieldValues('Unit Where Issue
Begins')->Next->Content;
# Compare the two 'Unit Where Issue Begins' CFs
        if ($startUnit eq $problemUnit){ #start 1st IF
                my $master = $ticket->CustomFieldValues('Customer
Name')->Next->Content;
# Check to see if Ticket is Master and has Child Tickets
                next unless($master eq "Master");
                if ($ticket->Members() ge 1){ #start 2nd IF
# Ticket is Master/Parent -> add current Ticket as Child of Parent
                $id = $self->TicketObj->id;
                $ticket->AddLink(Type=>'MemberOf',Base=>$id);
# Increment Parent ticket Priority
                my $priority = $ticket->Priority;
                $ticket->SetPriority ($priority + 1);
                return 1; #exit scrip
                } #end 2nd IF
        } #end 1st IF

# No Parent found -> Create new Parent and link as Child
        my $child_ticket = RT::Ticket->new ($RT::SystemUser);
        my $typeIssue = $self->TicketObj->CustomFieldValues('Type of
Issue')->Next->Content;
        my $coop =
$self->TicketObj->CustomFieldValues('Coop')->Next->Content;
        my $customer = 'Master';

        $child_ticket->Create(
                Queue => 'Network Tech',
                Type => 'Ticket',
                Members => $self->TicketObj->Id
        );
################ Set CustomFields in Parent ################
        $child_ticket->AddCustomFieldValue(Field => 'Coop', Value => $coop);
        $child_ticket->AddCustomFieldValue(Field => 'Type of Issue', Value
=> $typeIssue);
        $child_ticket->AddCustomFieldValue(Field => 'Unit Where Issue
Begins', Value => $problemUnit);
        $child_ticket->AddCustomFieldValue(Field => 'Customer Name', Value
=> $customer);

return 1; #exit scrip

} #end while
return 1;
#############################################################

All help is greatly appreciated! 
-- 
View this message in context: http://old.nabble.com/Trying-to-Scrip-grouping-of-tickets-tp26780002p26780002.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From praveen.velu at hotmail.com  Mon Dec 14 23:46:42 2009
From: praveen.velu at hotmail.com (Praveen C)
Date: Tue, 15 Dec 2009 10:16:42 +0530
Subject: [rt-users] Hyperlink in FCK editor
Message-ID: 

I am not able to add hyperlink in RT FCK editor. If i check the source in FCK editor, 
editor is adding Hyprerlinks but when mail send from RT hyper link is removing from message body

I am using Request tracker 3.8 in Debian lenny.. Please help if anybody worked on this 

-Praveen-

_________________________________________________________________
New Windows 7: Simplify what you do everyday. Find the right PC for you.
http://windows.microsoft.com/shop
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From m.seaman at infracaninophile.co.uk  Tue Dec 15 02:20:50 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Tue, 15 Dec 2009 07:20:50 +0000
Subject: [rt-users] Custom logo in 3.8
In-Reply-To: 
References: 
Message-ID: <4B2738D2.2050802@infracaninophile.co.uk>

David Griffith wrote:
> I'm trying to change the logo in 3.8.6, but 
> http://wiki.bestpractical.com/view/ChangeLogo doesn't work.  Googling 
> around for the answer gives me multiple references to the instructions on 
> that page not working.  Would someone please point out a guide for adding 
> a custom logo to 3.8.6 that actually works?

As I recall, the bit of HTML that would cause the logo to be displayed is
hidden using css settings under 3.8.x.  If you switch to one of the older
display styles it will appear.

Hmmm.... It's this chunk from .../html/NoAuth/css/web2/layout.css:

/* logo stuff */

div#logo {
}

div#logo a {
     display: none;             <<<<---------------****
    position: absolute;
    left: 0;
    bottom: 0;
}
div#logo a img {
    border: 0;
}
div#logo .rtname {
    position: absolute;
    font-weight: bold;
    top: 1em;
    left: 1em;
}

Take away the "display: none" and you should have a logo appear.  You should
do this using the 'Cleanly Customise' instructions from the wiki, plus see a
post I made to this list a few weeks ago about what you need to copy into your
local tree to make customised css work. 

However, a logo doesn't really have a good place to go in the 3.8.x screen
layout, which is probably why it was disabled in the first place.

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From dominic.hargreaves at oucs.ox.ac.uk  Tue Dec 15 03:47:33 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 15 Dec 2009 08:47:33 +0000
Subject: [rt-users] unprivileged users need to log in twice
In-Reply-To: <20091214204652.GA867@jibsheet.com>
References: 
	<20091209185653.GU10507@bestpractical.com>

	<20091209200039.GL910@jibsheet.com>

	<20091209214914.GM910@jibsheet.com>
	<20091214204652.GA867@jibsheet.com>
Message-ID: <20091215084733.GB3893@gunboat-diplomat.oucs.ox.ac.uk>

On Mon, Dec 14, 2009 at 03:46:52PM -0500, Kevin Falcone wrote:
> I'd be interested to know if the following patch fixes this on debian
> stable.  You should be able to apply it with
> 
> cd /usr/share/request-tracker3.6; patch < ErrHeadersOut.patch
> 
> and a restart of apache

Your patch seems to be missing :)

Also I would like to advise against patching package-installed files
directly in this way -- it's a very good way of getting confused as to
which version of the software you have installed. I will happily supply
a test package if required.

Thanks for looking at this, and sorry that I haven't been able to be
more proactive.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From dominic.hargreaves at oucs.ox.ac.uk  Tue Dec 15 06:02:57 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 15 Dec 2009 11:02:57 +0000
Subject: [rt-users] unprivileged users need to log in twice
In-Reply-To: <20091209231514.GA9905@sysdev.oucs.ox.ac.uk>
References: 
	<20091209185653.GU10507@bestpractical.com>

	<20091209200039.GL910@jibsheet.com>

	<20091209185653.GU10507@bestpractical.com>

	<20091209231514.GA9905@sysdev.oucs.ox.ac.uk>
Message-ID: <20091215110257.GG3893@gunboat-diplomat.oucs.ox.ac.uk>

On Wed, Dec 09, 2009 at 11:15:14PM +0000, Dominic Hargreaves wrote:
> While I'm here though, I thought I could point out a few things about
> general RT packaging in Debian.
> 
> Debian stable's update policy is not to upload new upstream releases
> and we certainly wouldn't update from 3.6 to 3.8 in unstable.

For the avoidance of doubt, this was a typo. unstable has had 3.8
since 2009-03-09.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From nicolas.guiot at risc-group.com  Tue Dec 15 06:08:23 2009
From: nicolas.guiot at risc-group.com (Nicolas GUIOT)
Date: Tue, 15 Dec 2009 12:08:23 +0100
Subject: [rt-users] scrip not working after upgrade
In-Reply-To: <589c94400912141108l11b1d541v612e1e3b77985232@mail.gmail.com>
References: <20091211104701.477f7ce9@lapcolas> <4B22B104.3060200@lbl.gov>
	<20091214103535.7a1cd210@lapcolas>
	<589c94400912141108l11b1d541v612e1e3b77985232@mail.gmail.com>
Message-ID: <20091215120823.66483ad2@lapcolas>

OK, it works now

Thx

On Mon, 14 Dec 2009 22:08:29 +0300
Ruslan Zakirov wrote:

> You have this behaviour because of value in Custom Condition drop
> down, it should be user defined. Custom code only used with this
> condition.
> 
> On Mon, Dec 14, 2009 at 12:35 PM, Nicolas GUIOT
>  wrote:
> > Hi,
> >
> > I still have exactly the same behaviour :
> >
> > your ticket has been rejeted
> >
> > Status: open
> >
> > Please, everyone, just let me know how YOU warn users that their
> > ticket has been rejected.
> >
> > Nicolas
> >
> > On Fri, 11 Dec 2009 12:52:20 -0800
> > Ken Crocker wrote:
> >
> >> Nicolas,
> >>
> >> Try this:
> >>
> >> # Custom Condition
> >> #
> >> my $trans = $self->TransactionObj;
> >>
> >> return ($trans->Type eq "Status" &&
> >> ? ? ? ? $trans->NewValue eq "rejected");
> >>
> >> Kenn
> >> LBNL
> >>
> >> On 12/11/2009 1:47 AM, Nicolas GUIOT wrote:
> >> > Hi everyone,
> >> >
> >> > I'm upgrading from 3.6.1 to 3.8.6, and having (until now) just a
> >> > last bug :
> >> >
> >> > I had a scrip that was doing the following : if a ticket has been
> >> > rejected, then email the user so that he knows about it.
> >> >
> >> > This was made like this :
> >> >
> >> > Condition : On Status Change
> >> > Action : Notify requestor, CCs, and AdminCCs
> >> > Template : GlobalTemplate : Reject
> >> > Stage : Transaction Create
> >> >
> >> > Custon Condition :
> >> > ?if ( $Ticket->Status eq "rejected") { return 1; }
> >> > ?return 0;
> >> >
> >> > So, this works perfectly in the "old" setup (3.6.1).
> >> >
> >> > But in 3.8.6, every time the status of the ticket changes (open,
> >> > solved, closed, etc...), the Requestor receives a "ticket
> >> > rejected" notice.
> >> >
> >> > Has anything changed between the 2 versions ? Did I miss
> >> > something else ?
> >> >
> >> > Thanks in advance for your help
> >> > Nicolas
> >> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> 
> 
> 

--
Nicolas GUIOT
Risc Group - Service Production Exploitation
Alcatel/CTI - Av. du Gal de Gaulle
45140 ORMES - FRANCE
Tel : (+33) 2 38 71 84 98
Fax : (+33) 2 38 75 76 92

From falcone at bestpractical.com  Tue Dec 15 09:38:18 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Dec 2009 09:38:18 -0500
Subject: [rt-users] unprivileged users need to log in twice
In-Reply-To: <20091215084733.GB3893@gunboat-diplomat.oucs.ox.ac.uk>
References: 
	<20091209185653.GU10507@bestpractical.com>

	<20091209200039.GL910@jibsheet.com>

	<20091209214914.GM910@jibsheet.com>
	<20091214204652.GA867@jibsheet.com>
	<20091215084733.GB3893@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20091215143818.GB867@jibsheet.com>

On Tue, Dec 15, 2009 at 08:47:33AM +0000, Dominic Hargreaves wrote:
> On Mon, Dec 14, 2009 at 03:46:52PM -0500, Kevin Falcone wrote:
> > I'd be interested to know if the following patch fixes this on debian
> > stable.  You should be able to apply it with
> > 
> > cd /usr/share/request-tracker3.6; patch < ErrHeadersOut.patch
> > 
> > and a restart of apache
> 
> Your patch seems to be missing :)

Pull d9ab3597c6193ac82d93bc7882c06f8eab7cbc86 out of the git repo

> Also I would like to advise against patching package-installed files
> directly in this way -- it's a very good way of getting confused as to
> which version of the software you have installed. I will happily supply
> a test package if required.

Unfortunately, without rebuilding a .deb and making that available,
this seems the easiest way for someone to test the patch.

> Thanks for looking at this, and sorry that I haven't been able to be
> more proactive.

I believe this will fix the report against lenny's request-tracker3.6,
but I have no idea what is going on with etch's request-tracker3.6 and
am unlikely to be able to install an etch system to test.  The bug
report in the debian tracker sounded like mismatched url/cookies

-kevin
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From falcone at bestpractical.com  Tue Dec 15 09:38:54 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Dec 2009 09:38:54 -0500
Subject: [rt-users] Hyperlink in FCK editor
In-Reply-To: 
References: 
Message-ID: <20091215143854.GC867@jibsheet.com>

On Tue, Dec 15, 2009 at 10:16:42AM +0530, Praveen C wrote:
>    I am not able to add hyperlink in RT FCK editor. If i check the source in FCK editor,
>    editor is adding Hyprerlinks but when mail send from RT hyper link is removing from message
>    body
> 
>    I am using Request tracker 3.8 in Debian lenny.. Please help if anybody worked on this

Read through docs/templates.pod in your RT tarball for information on
how to create html templates.

-kevin
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From nicolas.guiot at risc-group.com  Tue Dec 15 11:51:49 2009
From: nicolas.guiot at risc-group.com (Nicolas GUIOT)
Date: Tue, 15 Dec 2009 17:51:49 +0100
Subject: [rt-users] RT doesn't send HTML emails
Message-ID: <20091215175149.17d88056@lapcolas>

Hi,

On a brand new setup( 3.8.4, DB migrated from 3.6.1), I was hoping to have email sent in HTML format, but it's not the case.

I do have Set($PreferRichText, 1); in RT_SiteConfig.pm, but that doesn't solve my problem.

I can see the WYSIWYG editor, tickets show with  font/colors etc.. in the GUI, but emails are still plain text.

Do I have something else to configure ?

Thanks in advance

--
Nicolas GUIOT
Risc Group - Service Production Exploitation
Alcatel/CTI - Av. du Gal de Gaulle
45140 ORMES - FRANCE
Tel : (+33) 2 38 71 84 98
Fax : (+33) 2 38 75 76 92

From sartak at bestpractical.com  Tue Dec 15 11:57:06 2009
From: sartak at bestpractical.com (Shawn M Moore)
Date: Tue, 15 Dec 2009 11:57:06 -0500
Subject: [rt-users] RT doesn't send HTML emails
In-Reply-To: <20091215175149.17d88056@lapcolas>
References: <20091215175149.17d88056@lapcolas>
Message-ID: <4B27BFE2.7060307@bestpractical.com>

On 09/12/15 11:51, Nicolas GUIOT wrote:
> Hi,
> 
> On a brand new setup( 3.8.4, DB migrated from 3.6.1), I was hoping to have email sent in HTML format, but it's not the case.
> 
> I do have Set($PreferRichText, 1); in RT_SiteConfig.pm, but that doesn't solve my problem.
> 
> I can see the WYSIWYG editor, tickets show with  font/colors etc.. in the GUI, but emails are still plain text.
> 
> Do I have something else to configure ?
> 
> Thanks in advance

Hi Nicolas,

RT's templates are plaintext. If you want HTML versions of the
templates, you'll have to write them yourself. There may be useful
examples on the wiki.

In your RT distribution there's a file called docs/templates.pod with
more information about HTML templates.

That documentation also says "We welcome contributions of HTML-ization
of builtin templates." As far as I know we have had no such
contributions! :)

Shawn

From dominic.hargreaves at oucs.ox.ac.uk  Tue Dec 15 12:19:16 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 15 Dec 2009 17:19:16 +0000
Subject: [rt-users] unprivileged users need to log in twice
In-Reply-To: <20091215143818.GB867@jibsheet.com>
References: 
	<20091209185653.GU10507@bestpractical.com>

	<20091209200039.GL910@jibsheet.com>

	<20091209214914.GM910@jibsheet.com>
	<20091214204652.GA867@jibsheet.com>
	<20091215084733.GB3893@gunboat-diplomat.oucs.ox.ac.uk>
	<20091215143818.GB867@jibsheet.com>
Message-ID: <20091215171916.GB13175@gunboat-diplomat.oucs.ox.ac.uk>

On Tue, Dec 15, 2009 at 09:38:18AM -0500, Kevin Falcone wrote:
> Pull d9ab3597c6193ac82d93bc7882c06f8eab7cbc86 out of the git repo
> 
> > Also I would like to advise against patching package-installed files
> > directly in this way -- it's a very good way of getting confused as to
> > which version of the software you have installed. I will happily supply
> > a test package if required.
> 
> Unfortunately, without rebuilding a .deb and making that available,
> this seems the easiest way for someone to test the patch.

Yeah, it's a difficult problem. I'll try and build a package with this
patch later on this evening in any case, in case that helps.
Another suggestion would be to give instructions that result in a
file in /usr/local/request-tracker3.6/lib instead.

> > Thanks for looking at this, and sorry that I haven't been able to be
> > more proactive.
> 
> I believe this will fix the report against lenny's request-tracker3.6,
> but I have no idea what is going on with etch's request-tracker3.6 and
> am unlikely to be able to install an etch system to test.  The bug
> report in the debian tracker sounded like mismatched url/cookies

Okay, thanks.

Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From dgriffi at cs.csubak.edu  Tue Dec 15 12:48:16 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Tue, 15 Dec 2009 09:48:16 -0800 (PST)
Subject: [rt-users] unprivileged users need to log in twice
In-Reply-To: <20091215110257.GG3893@gunboat-diplomat.oucs.ox.ac.uk>
References: 
	<20091209185653.GU10507@bestpractical.com>

	<20091209200039.GL910@jibsheet.com>

	<20091209185653.GU10507@bestpractical.com>

	<20091209231514.GA9905@sysdev.oucs.ox.ac.uk>
	<20091215110257.GG3893@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: 

On Tue, 15 Dec 2009, Dominic Hargreaves wrote:

> On Wed, Dec 09, 2009 at 11:15:14PM +0000, Dominic Hargreaves wrote:
>> While I'm here though, I thought I could point out a few things about
>> general RT packaging in Debian.
>>
>> Debian stable's update policy is not to upload new upstream releases
>> and we certainly wouldn't update from 3.6 to 3.8 in unstable.
>
> For the avoidance of doubt, this was a typo. unstable has had 3.8
> since 2009-03-09.

Unfortunately I need to have 3.8 in the stable branch or available in the 
backports repository.  This weird problem and the need to allow 
unprivileged users to read RTFM articles prompted me to roll 3.8 on my 
own.

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From dgriffi at cs.csubak.edu  Tue Dec 15 13:32:39 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Tue, 15 Dec 2009 10:32:39 -0800 (PST)
Subject: [rt-users] Logo Replacement in 3.8.x success
Message-ID: 

Here is how I successfully replaced the default logo in RT 3.8.7:

1)  Add the following to RT_SiteConfig.pm, which may me in /opt/rt3/etc/
or /etc/request-tracker3.8/.  Alter as appropriate.

Set($WebBaseURL, "http://internal.yoyodyne.com");
Set($WebPath , "/rt");
Set($WebURL, $WebBaseURL . $WebPath . "/");
Set($WebImagesURL, $WebURL . "NoAuth/images/");
Set($LogoLinkURL, $WebBaseUrl);
Set($LogoURL, $WebImagesURL . "mylogo.png");
Set($LogoAltText, "Yoyodyne Inc");
Set($LogoWidth, '100');
Set($LogoHeight, '50');

2)  Copy $RT_HOME/share/html/NoAuth/css/web2/layout.css to
$RT_HOME/local/html/NoAuth/css/web2/.  Around line 172 (with RT 3.8.7)
you'll see:

div#logo a {
     display: none;
     left: 0;
     bottom: 0;
}

Change that to something suitable.  The following will place the logo at
the bottom left of every page with the left edge aligned with main body
of the page:

div#logo a {
     display: fixed;
     left: 10%;
     bottom: 1%;
}

It would be nice to get RT_SiteConfig.pm to set this part without the need 
to edit layout.css?

3)  Put your logo in $RT_HOME/local/html/NoAuth/images/.  Make sure the 
filename here matches what you pout in RT_SiteConfig.pm.

4)  Copy $RT_HOME/share/html/Elements/Logo to
$RT_HOME/local/html/Elements.  Around line 48 you'll see a line that
begins with "".  That entire "div" section should be
replaced with this:

"
     width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" />
% if ( $ShowName ) {
     <% $Name || loc("RT for [_1]",
     RT->Config->Get('rtname')) %>
% }

This edit really should be in RT by default.

5)  This edit is optional.  That big Best Practical logo bugs me, so I
remove it like this:

cp -p $RT_HOME/share/html/Elements/Footer \
         $RT_HOME/share/html/Elements/Footer.orig
cp /dev/null $RT_HOME/share/html/Elements/Footer

6)  Now restart apache.

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From dgriffi at cs.csubak.edu  Tue Dec 15 13:36:31 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Tue, 15 Dec 2009 10:36:31 -0800 (PST)
Subject: [rt-users] Firefox doesn't recognize RT 3.8.7's username/password
	fields
Message-ID: 

One more nit I found with my upcoming upgrade to 3.8.7 involves Firefox. 
Firefox no longer offers to save usernames and passwords.  Does anyone 
know why this might have happened and what I should do to get Firefox to 
recognize the fields?

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From mahini at apple.com  Tue Dec 15 13:52:34 2009
From: mahini at apple.com (Behzad Mahini)
Date: Tue, 15 Dec 2009 10:52:34 -0800
Subject: [rt-users] ACL-Restrict access to Display Ticket Content
In-Reply-To: <4B22AFE8.6080300@lbl.gov>
References: 
	<4B22AFE8.6080300@lbl.gov>
Message-ID: <4D71175B-21E8-49C2-A23E-CF4EB1F610EF@apple.com>

Ken,

Sorry for the delayed response. See inlines.

Thanks,
Behzad
On Dec 11, 2009, at 12:47 PM, Ken Crocker wrote:

> Behzad,
>
> Two questions:
> 1) Are there any differences between your Global settings and the  
> Queue settings in question?
Yes, but not in a contradictory manner as shown below:

			Global							Queue
			-------------------------------			-----------------------------------
Everyone	CommentOnTicket				CommentOnTicket
			CreateTicket						CreateTicket
			ReplyToTicket					ReplyToTicket
			SeeQueue						SeeQueue

Unprivileged
				-								-

Privileged	CreateSavedSearch					-
			EditSavedSearch						-
			LoadSavedSearch					-
			SeeDashboard						-
			ShowapprovalsTab					-
			ShowSavedSearches					-
			SubscribeDashboard					-

User defined
			ModifySelf						As listed in my previous email, I had incrementally  
added:
												ModifyTicket
												OwnTicket
												ShowTicket
												ShowTicketComments
												Watch
												WatchAdminCc
> 2) I'm not sure if you are talking about the "Show Results" letting   
> users see the Queue  or if you are talking about seeing a Queue in  
> the drop-down for "Creating a Ticket. If the the first, where do you  
> give the right "ShowSavedSearch"?
	Here is a clarification for what I am after. From the "RTat a glance"  
page,
		=>"Quick Search",
			a) if you were to click on any of the Queues that show up here, you  
will be taken to another page which reflects the number of tickets  
found for the selected Queue.
			b) At this stage:
				b.1) Presently, both the "Ticket No" & "Subject" are hyperlinked.
				b.2) As such if you were to select "Ticket No" or "Subject" you  
will be taken to a page that contains
				 all details corresponding to that Ticket (i.e., Ticket Metatdata,  
Custom Fields, People, History, reminders, Dates, Links, etc.)

				-What I am after, is (using ACL's) to allow the user to get to  
stage "b.1" above, but not to be allowed to go to stage "b.2" (i.e.,  
"Ticket No" & "Subject" stop
					being hyperlinked items). That is I don't want some users to see  
all details corresponding to a Ticket, but I want to give them the  
chance to see some
					high-level attributes (i.e., Ticket No) corresponding to Tickets  
in a Queue.

	If this is not doable, it may be a "feature request".
>
> Kenn
> LBNL
>
> On 12/10/2009 3:48 PM, Behzad Mahini wrote:
>> Is there a way to restrict access for users such that they could  
>> see a  Queue (as shown in the "Quick search"), as well as a listing  
>> of the  Tickets corresponding to that Queue ("Show Results" --  
>> Results.html  page)?  However, no further details & contents about  
>> a ticket (i.e.,  no Ticket metatdata) to be provided once a Ticket  
>> is selected from the  Results.html or Simple.html page.   
>> "ShowTicket" privilege is the one  that messes me up.
>>
>> (RT 3.8.4)
>> I tried different ACL combinations (for Queue "X"), and none  
>> worked.  Presently, I have the following ACL's for Queue "X":
>>
>> Everyone:
>>
>> 	CommentOnTicket
>> 	CreateTicket
>> 	ReplyToTicket
>> 	SeeQueue
>>
>> Unprivileged
>> 	-
>> Privileged
>> 	-
>>
>> User Defined Group:
>>
>> 	Grp-xyz
>> 		I started from nothing, and experimented by one-by-one adding  
>> the  following privileges (as soon as I add "ShowTicket", it  
>> defeats what I  am after, and
>> 		without "ShowTicket" the Queue does not appear for the user):
>>
>> 			ModifyTicket
>> 			OwnTicket
>> 			ShowTicket
>> 			ShowTicketCommenst
>> 			Watch
>> 			WatchAsAdminCc
>>
>>
>> Thanks,
>> Behzad
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 psamarco at delonghiusa.com  Tue Dec 15 14:37:57 2009
From: psamarco at delonghiusa.com (Samarco, Paul)
Date: Tue, 15 Dec 2009 14:37:57 -0500
Subject: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow
Message-ID: <83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF7@EXCHANGE.delonghi.local>

Hello,

We have been using RT for about a month for simple tracking of problem requests and now my manager is looking to implement an approvals process. I tried following the suggestions in the wiki with not much luck. I then stumbled on the workflow builder extension.

I am trying to set up a very simple one person approval. I have set the following in my RT_Siteconfig:
#### RTx-Workflow for Approvals ####

Set( $WorkflowBuilderStages,
     { 'Manager Approval' =>
       { content => 'some content here',
         subject => 'Manager Approval for Test Queue: {$Approving->ID} - {$Approving->Subject}',
         owner =>  'username'
       }
     }
   );

Set( $WorkflowBuilderRules,
     { 'TestQueue-Approval' => [ 'Manager Approval' ]
     }
   );

I am getting this error when going to run rt-workflow:
/opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create TestQueue TestQueue-Approval
Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /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 .) at bin/rt-workflow line 5.
BEGIN failed--compilation aborted at bin/rt-workflow line 5.

Can anyone point me in the right direction? My RT Configuration page shows /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib as one of the perl paths. Should I be running the script as someone other than root? I am sure I am missing something trivial.

Paul Samarco
Network Administrator
e. psamarco at delonghiusa.com
v. 201.518.2257

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From sartak at bestpractical.com  Tue Dec 15 14:52:44 2009
From: sartak at bestpractical.com (Shawn M Moore)
Date: Tue, 15 Dec 2009 14:52:44 -0500
Subject: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow
In-Reply-To: <83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF7@EXCHANGE.delonghi.local>
References: <83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF7@EXCHANGE.delonghi.local>
Message-ID: <4B27E90C.8080304@bestpractical.com>

On 09/12/15 14:37, Samarco, Paul wrote:
> /opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create
> TestQueue TestQueue-Approval
> Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /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 .) at bin/rt-workflow line 5.
> BEGIN failed--compilation aborted at bin/rt-workflow line 5.

The error message lists your @INC paths; your RT library path is not
included. Does the following work any better for you?

PERL5LIB=/opt/rt3/lib:$PERL5LIB bin/rt-workflow --create TestQueue
TestQueue-Approval

Shawn

From psamarco at delonghiusa.com  Tue Dec 15 15:34:55 2009
From: psamarco at delonghiusa.com (Samarco, Paul)
Date: Tue, 15 Dec 2009 15:34:55 -0500
Subject: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow
In-Reply-To: <4B27E90C.8080304@bestpractical.com>
References: <83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF7@EXCHANGE.delonghi.local>
	<4B27E90C.8080304@bestpractical.com>
Message-ID: <83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF9@EXCHANGE.delonghi.local>

Thanks for your help.

That seems to get me by this particular module, however it failed on my next plugin module. I also added that path, and again it worked, but failed on my next plugin. Below is the new error:

[Tue Dec 15 20:22:08 2009] [crit]: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/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 .) at /opt/rt3/lib/RT.pm line 627. (/opt/rt3/lib/RT.pm:377)
Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/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 .) at /opt/rt3/lib/RT.pm line 627.

As you can see, we're now failing in RT.pm. Am I going to have to re-construct the $PERL5LIB variable to include everything shown on my RT Configuration page? 

Thanks in advance

--paul

-----Original Message-----
From: Shawn M Moore [mailto:sartak at bestpractical.com] 
Sent: Tuesday, December 15, 2009 2:53 PM
To: Samarco, Paul
Cc: 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow

On 09/12/15 14:37, Samarco, Paul wrote:
> /opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create
> TestQueue TestQueue-Approval
> Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /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 .) at bin/rt-workflow line 5.
> BEGIN failed--compilation aborted at bin/rt-workflow line 5.

The error message lists your @INC paths; your RT library path is not
included. Does the following work any better for you?

PERL5LIB=/opt/rt3/lib:$PERL5LIB bin/rt-workflow --create TestQueue
TestQueue-Approval

Shawn

From dgriffi at cs.csubak.edu  Tue Dec 15 15:50:54 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Tue, 15 Dec 2009 12:50:54 -0800 (PST)
Subject: [rt-users] new database dump smaller than old one
Message-ID: 

I installed RT 3.8.7 on a test server and loaded the database with a dump 
from my production instance of RT (version 3.6.7).  I then went through 
the listed procedures to update the database for 3.8.7.  A dump of the 
resulting database is about 9.5 megabytes whereas the old database dump is 
about 13 megabytes.  I've gone through the new setup and everything seems 
to be in place and functioning correctly.  What could explain this 
decrease in size?  Compression that wasn't done in 3.6.x?

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From falcone at bestpractical.com  Tue Dec 15 16:04:40 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Dec 2009 16:04:40 -0500
Subject: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow
In-Reply-To: <83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF9@EXCHANGE.delonghi.local>
References: <83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF7@EXCHANGE.delonghi.local>
	<4B27E90C.8080304@bestpractical.com>
	<83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF9@EXCHANGE.delonghi.local>
Message-ID: <20091215210440.GD867@jibsheet.com>

On Tue, Dec 15, 2009 at 03:34:55PM -0500, Samarco, Paul wrote:
> Thanks for your help.
> 
> That seems to get me by this particular module, however it failed on my next plugin module. I also added that path, and again it worked, but failed on my next plugin. Below is the new error:
> 
> [Tue Dec 15 20:22:08 2009] [crit]: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/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 .) at /opt/rt3/lib/RT.pm line 627. (/opt/rt3/lib/RT.pm:377)
> Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/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 .) at /opt/rt3/lib/RT.pm line 627.
> 
> As you can see, we're now failing in RT.pm. Am I going to have to re-construct the $PERL5LIB variable to include everything shown on my RT Configuration page? 

You have to include local/lib or RT won't load extensions,
PERL5LIB=/opt/rt3/local/lib:/opt/rt3/lib:$PERL5LIB should be fine

-kevin

> Thanks in advance
> 
> --paul
> 
> 
> -----Original Message-----
> From: Shawn M Moore [mailto:sartak at bestpractical.com] 
> Sent: Tuesday, December 15, 2009 2:53 PM
> To: Samarco, Paul
> Cc: 'rt-users at lists.bestpractical.com'
> Subject: Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow
> 
> On 09/12/15 14:37, Samarco, Paul wrote:
> > /opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create
> > TestQueue TestQueue-Approval
> > Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /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 .) at bin/rt-workflow line 5.
> > BEGIN failed--compilation aborted at bin/rt-workflow line 5.
> 
> The error message lists your @INC paths; your RT library path is not
> included. Does the following work any better for you?
> 
> PERL5LIB=/opt/rt3/lib:$PERL5LIB bin/rt-workflow --create TestQueue
> TestQueue-Approval
> 
> Shawn
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 psamarco at delonghiusa.com  Tue Dec 15 16:08:59 2009
From: psamarco at delonghiusa.com (Samarco, Paul)
Date: Tue, 15 Dec 2009 16:08:59 -0500
Subject: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow
In-Reply-To: <20091215210440.GD867@jibsheet.com>
References: <83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF7@EXCHANGE.delonghi.local>
	<4B27E90C.8080304@bestpractical.com>
	<83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DF9@EXCHANGE.delonghi.local>
	<20091215210440.GD867@jibsheet.com>
Message-ID: <83BF789335EB9847B2A1CE5BE1C233DE01812AEC4DFB@EXCHANGE.delonghi.local>

I tried that, but am still not having any luck. Is rt-workflow supposed to be run from a command line or somehow from within the RT web interface?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, December 15, 2009 4:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow

On Tue, Dec 15, 2009 at 03:34:55PM -0500, Samarco, Paul wrote:
> Thanks for your help.
> 
> That seems to get me by this particular module, however it failed on my next plugin module. I also added that path, and again it worked, but failed on my next plugin. Below is the new error:
> 
> [Tue Dec 15 20:22:08 2009] [crit]: Can't locate 
> RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/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 .) at /opt/rt3/lib/RT.pm line 627. (/opt/rt3/lib/RT.pm:377) Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/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 .) at /opt/rt3/lib/RT.pm line 627.
> 
> As you can see, we're now failing in RT.pm. Am I going to have to re-construct the $PERL5LIB variable to include everything shown on my RT Configuration page? 

You have to include local/lib or RT won't load extensions, PERL5LIB=/opt/rt3/local/lib:/opt/rt3/lib:$PERL5LIB should be fine

-kevin

> Thanks in advance
> 
> --paul
> 
> 
> -----Original Message-----
> From: Shawn M Moore [mailto:sartak at bestpractical.com]
> Sent: Tuesday, December 15, 2009 2:53 PM
> To: Samarco, Paul
> Cc: 'rt-users at lists.bestpractical.com'
> Subject: Re: [rt-users] RTx::WorkflowBuilder - unable to run 
> rt-workflow
> 
> On 09/12/15 14:37, Samarco, Paul wrote:
> > /opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create 
> > TestQueue TestQueue-Approval Can't locate RTx/WorkflowBuilder.pm in 
> > @INC (@INC contains: /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 .) at bin/rt-workflow line 5.
> > BEGIN failed--compilation aborted at bin/rt-workflow line 5.
> 
> The error message lists your @INC paths; your RT library path is not 
> included. Does the following work any better for you?
> 
> PERL5LIB=/opt/rt3/lib:$PERL5LIB bin/rt-workflow --create TestQueue 
> TestQueue-Approval
> 
> Shawn
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> 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 stroke_of_death at yahoo.com  Tue Dec 15 16:29:31 2009
From: stroke_of_death at yahoo.com (Sean)
Date: Tue, 15 Dec 2009 13:29:31 -0800 (PST)
Subject: [rt-users] Maximum size of query
Message-ID: <596224.22147.qm@web58702.mail.re1.yahoo.com>

Hi,

What is the maximum size of a query in the ticket search (not simple search)

Meaning - ( Status = open OR Status = stalled) AND (Creator = ABCD at 1234 OR Creator = EFGH at 5678 ...........) <--- How long can that be?

Thanks,
Sean

From dominic.hargreaves at oucs.ox.ac.uk  Tue Dec 15 16:30:59 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 15 Dec 2009 21:30:59 +0000
Subject: [rt-users] unprivileged users need to log in twice
In-Reply-To: <20091215171916.GB13175@gunboat-diplomat.oucs.ox.ac.uk>
References: 
	<20091209185653.GU10507@bestpractical.com>

	<20091209200039.GL910@jibsheet.com>

	<20091209214914.GM910@jibsheet.com>
	<20091214204652.GA867@jibsheet.com>
	<20091215084733.GB3893@gunboat-diplomat.oucs.ox.ac.uk>
	<20091215143818.GB867@jibsheet.com>
	<20091215171916.GB13175@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20091215213059.GA31269@sysdev.oucs.ox.ac.uk>

On Tue, Dec 15, 2009 at 05:19:16PM +0000, Dominic Hargreaves wrote:
> On Tue, Dec 15, 2009 at 09:38:18AM -0500, Kevin Falcone wrote:
> > Pull d9ab3597c6193ac82d93bc7882c06f8eab7cbc86 out of the git repo
> > 
> > > Also I would like to advise against patching package-installed files
> > > directly in this way -- it's a very good way of getting confused as to
> > > which version of the software you have installed. I will happily supply
> > > a test package if required.
> > 
> > Unfortunately, without rebuilding a .deb and making that available,
> > this seems the easiest way for someone to test the patch.
> 
> Yeah, it's a difficult problem. I'll try and build a package with this
> patch later on this evening in any case, in case that helps.
> Another suggestion would be to give instructions that result in a
> file in /usr/local/request-tracker3.6/lib instead.

I've put test packages at

http://people.debian.org/~dom/rt-test/

David, I'd be grateful if you could give these a spin.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From dgriffi at cs.csubak.edu  Tue Dec 15 16:42:36 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Tue, 15 Dec 2009 13:42:36 -0800 (PST)
Subject: [rt-users] Unprivileged users and RTFM articles
Message-ID: 

I forget where I read this, but I'm under the impression that unprivileged 
users cannot read RTFM articles in RT 2.6.x.  Is this correct?  This is 
the main reason why I'm upgrading to RT 2.8.x.  Perhaps, is there 
something I missed regarding RTFM and unprivileged users?

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From falcone at bestpractical.com  Tue Dec 15 17:04:53 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Dec 2009 17:04:53 -0500
Subject: [rt-users] Unprivileged users and RTFM articles
In-Reply-To: 
References: 
Message-ID: <20091215220453.GE867@jibsheet.com>

On Tue, Dec 15, 2009 at 01:42:36PM -0800, David Griffith wrote:
> 
> I forget where I read this, but I'm under the impression that unprivileged 
> users cannot read RTFM articles in RT 2.6.x.  Is this correct?  This is 
> the main reason why I'm upgrading to RT 2.8.x.  Perhaps, is there 
> something I missed regarding RTFM and unprivileged users?

We wrote the feature to allow searching of RTFM articles from the
SelfService UI during the 3.6 series for a customer running 3.6.6, so
I'd be surprised to learn that it doesn't work there.

Did you read lib/RT/FM/Introduction.pod from 2.4.2 and set up your
rights as described?

-kevin
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From smithj4 at bnl.gov  Tue Dec 15 17:51:28 2009
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Tue, 15 Dec 2009 17:51:28 -0500
Subject: [rt-users] RT doesn't send HTML emails
In-Reply-To: <4B27BFE2.7060307@bestpractical.com>
References: <20091215175149.17d88056@lapcolas>
	<4B27BFE2.7060307@bestpractical.com>
Message-ID: <4B2812F0.2020700@bnl.gov>

On 12/15/2009 11:57 AM, Shawn M Moore wrote:
> On 09/12/15 11:51, Nicolas GUIOT wrote:
>> Hi,
>>
>> On a brand new setup( 3.8.4, DB migrated from 3.6.1), I was hoping to have email sent in HTML format, but it's not the case.
>>
>> I do have Set($PreferRichText, 1); in RT_SiteConfig.pm, but that doesn't solve my problem.
>>
>> I can see the WYSIWYG editor, tickets show with  font/colors etc.. in the GUI, but emails are still plain text.
>>
>> Do I have something else to configure ?
>>
>> Thanks in advance
>
> Hi Nicolas,
>
> RT's templates are plaintext. If you want HTML versions of the
> templates, you'll have to write them yourself. There may be useful
> examples on the wiki.
>
> In your RT distribution there's a file called docs/templates.pod with
> more information about HTML templates.
>
> That documentation also says "We welcome contributions of HTML-ization
> of builtin templates." As far as I know we have had no such
> contributions! :)

Has anyone tried using html templates yet?  Just recently I tried converting 
most of our templates into html, it worked okay, but was a little tricky, 
trying to get them formatted right so that both the plain text & html 
alternative parts look about the same.  Basically I used a  block with 
some additional formatting tags and white-spacing.

I think RT uses the HTML::TreeBuilder to first create an object tree from 
the html, then HTML::FormatText to output that tree as plain text.  I think 
that module may be a little buggy though since it would sometimes insert 
newlines where there shouldn't be any or remove ones that it shouldn't, 
messing up the plain text alternative part.

~Jason

From aaron at guise.net.nz  Wed Dec 16 01:19:56 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Wed, 16 Dec 2009 19:19:56 +1300
Subject: [rt-users] new database dump smaller than old one
In-Reply-To: 
References: 
Message-ID: 

Ours reduced by about 1gig.  I am sure it is something to do with the more
efficient storage of binary files in (Binary Datatypes) Instead of
longtext/longblob.

 I noticed also the backup takes less time to run..  All is well and we have
no problems so I feel there is no cause for concern.

On Wed, Dec 16, 2009 at 9:50 AM, David Griffith wrote:

>
> I installed RT 3.8.7 on a test server and loaded the database with a dump
> from my production instance of RT (version 3.6.7).  I then went through
> the listed procedures to update the database for 3.8.7.  A dump of the
> resulting database is about 9.5 megabytes whereas the old database dump is
> about 13 megabytes.  I've gone through the new setup and everything seems
> to be in place and functioning correctly.  What could explain this
> decrease in size?  Compression that wasn't done in 3.6.x?
>
>
> --
> David Griffith
> dgriffi at cs.csubak.edu
>
> A: Because it fouls the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
> A: Top-posting.
> Q: What is the most annoying thing in e-mail?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 samir.marhoum at gmail.com  Wed Dec 16 05:57:56 2009
From: samir.marhoum at gmail.com (samir marhoum)
Date: Wed, 16 Dec 2009 10:57:56 +0000
Subject: [rt-users] Add condition in template
Message-ID: <378a2ec80912160257t2a341a51o1baf76e3d44dcb0e@mail.gmail.com>

Hi,

I need to send email notification based on a custum field value, ie if a CF
value is X send email to john at mail.com if it's Y send to peter at company.org

Can you please help me on this ?

Best Regards.
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From testwreq at gmail.com  Wed Dec 16 08:48:38 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Wed, 16 Dec 2009 08:48:38 -0500
Subject: [rt-users] RT 3.8.2 compatibility with IE8
Message-ID: 

When we use RT interface to reply or comment on a ticket, the text of the
mail received by the users has spaces inserted in between. e.g
Please note that your Serv ice Requ est Number 2-33155250 has been
upda  ted. 

This does not happen when using IE7. Any clues on how to resolve this issue?
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From juann.dlc at gmail.com  Wed Dec 16 09:45:44 2009
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 16 Dec 2009 10:45:44 -0400
Subject: [rt-users] scrip for updating ticket info
Message-ID: <662d45d40912160645x28260822jd062a724365566df@mail.gmail.com>

Hi,

Is it possible to have a scrip to modify the due date & priority of a ticket
each time is moved from queue to queue?

Thanks
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From lem at itverx.com.ve  Wed Dec 16 09:38:05 2009
From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=)
Date: Wed, 16 Dec 2009 10:08:05 -0430
Subject: [rt-users] Custom Field values are being deleted on ticket
	modification
Message-ID: <1260974285.6058.82.camel@maclem-ether.ius.cc>

Hi there,

I am working on a customization script that should issue a number of
configuration changes in a vainilla RT 3.6.7 as shipped with Debian
Lenny.

The snippet below should create 4 custom fields that would apply to the
General queue, and add a couple of test values to them:

#!/usr/bin/perl
use lib '/usr/share/request-tracker3.6/lib';
use strict; use warnings; use RT; use RT::User; use RT::Queue;
use RT::Template; 
RT::LoadConfig;
RT::Init;

for my $d ( [ Field1  => 'My Field 1', { One   => 'Value One',
Two   => 'Value Two', }],
    [ Field2  => 'My Field 2', { One   => 'Value One',
Two   => 'Value Two', }],
    [ Field3  => 'My Field 3', { One   => 'Value One',
Two   => 'Value Two', }],
    [ Field4  => 'My Field 4', { One   => 'Value One',
Two   => 'Value Two', }],)
{
    my $cf = new RT::CustomField ( $RT::SystemUser );
    my ($id, $msg) = $cf->Create(
Name => $d->[0],
Description => $d->[1],
Type => 'Combobox',
LookupType => 'RT::Queue-RT::Ticket',
Pattern => '(?#Mandatory).',
);
    print 'Cannot create CF ' . $d->[0] . ": $msg\n" unless $id;
    my $order = 0;
    for my $val (sort keys %{$d->[2]})
    {
my ($d, $msg) = $cf->AddValue(Name => $d->[2]->{$val}, 
      Description => $d->[2]->{$val},
      SortOrder => $order);
print "Value $val: $msg \n";
$order += 5;
    }

    for my $queue (qw/General/)
    {
my $q = RT::Queue->new($RT::SystemUser);
$q->Load($queue);
my ($id, $msg) = $cf->AddToObject($q);
print "Can't link CF to queue $queue: $msg\n" unless $id;
    }
}

After the script is run, I can see the fields through Configuration >
Custom Fields, with the intended values. When I try to create a ticket
in the General queue, the corresponding combo boxes are populated with
the expected values. So far so good.

When the ticket is created, the CF values are stored along with the
ticket and I can see them in the display.

Whenever I try to change the ticket (say, modify the value of a CF), the
following messages are displayed in my browser before the Basic form:

  * Value Two added as a value for Field1 
      * Value Two is no longer a value for custom field Field2 
      * Value Two is no longer a value for custom field Field3 
      * Value One is no longer a value for custom field Field4

The ticket losses the CF values... This is what the logs say.

Dec 16 05:06:33 rt RT: Ticket 1 created in queue 'General' by root
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:756)#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#27#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #27#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #27#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#28#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #28#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #28#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#29#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #29#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #29#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#30#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #30#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #30#012

After reading through the source, I have been unable to find what am I
missing in my code. Can someone point me in the right direction?

Thanks and best regards.

-lem

From ruslan.zakirov at gmail.com  Wed Dec 16 09:53:11 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 16 Dec 2009 17:53:11 +0300
Subject: [rt-users] scrip for updating ticket info
In-Reply-To: <662d45d40912160645x28260822jd062a724365566df@mail.gmail.com>
References: <662d45d40912160645x28260822jd062a724365566df@mail.gmail.com>
Message-ID: <589c94400912160653o56e77d70p796c0baeb7ad54fd@mail.gmail.com>

On Wed, Dec 16, 2009 at 5:45 PM, Juan N. DLC  wrote:
> Hi,
>
> Is it possible to have a scrip to modify the due date & priority of a ticket
> each time is moved from queue to queue?

Yes. On the wiki you can find OnQueueChange condition. Scrip action
for priority change is described in WritingScripActions article.

>
> Thanks
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

-- 
Best regards, Ruslan.

From falcone at bestpractical.com  Wed Dec 16 10:20:56 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Dec 2009 10:20:56 -0500
Subject: [rt-users] RT 3.8.2 compatibility with IE8
In-Reply-To: 
References: 
Message-ID: <20091216152056.GF867@jibsheet.com>

On Wed, Dec 16, 2009 at 08:48:38AM -0500, testwreq wreq wrote:
>    When we use RT interface to reply or comment on a ticket, the text of the mail received by the
>    users has spaces inserted in between. e.g
>    Please note that your Serv ice Requ est Number 2-33155250 has been upda ted. 
>    This does not happen when using IE7. Any clues on how to resolve this issue?

There have been many IE specific fixes in the versions since 3.8.2

-kevin
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From bertignac at gmail.com  Wed Dec 16 11:53:54 2009
From: bertignac at gmail.com (L B)
Date: Wed, 16 Dec 2009 17:53:54 +0100
Subject: [rt-users] Multiple RT systems interaction thoughts
Message-ID: 

Hi,

 I use (play with) RT 3.8.7.

 We installed several RT instances for different teams. Each (big)
team has its own RT instance because each one has different processes,
and managing all of them in the same instance would be a real big
mess. So everything is fine in each instance, but sometimes different
teams have to work together. And to do this, my goal is to make
multiple RT systems talk to each other.

Here is an example:

 One RT system is the HelpDesk RT, the other one is the Developers RT.
When there is an incoming request in the Helpdesk RT, the helpdesk may
choose to forward the ticket to the development (if it's appropriate).
The new "Forward" feature of the full ticket is nice to do this: they
send it to the email address of the developers RT. So let's say they
click forward, developers have a new ticket with all the content in
the interface. They work on it, resolve it. But what happens to the
first helpdesk RT ? Either they choose to close it once it's forwarded
(meaning they don't manage the request anymore), but in most of the
cases, they still have the users complaining so they have to know when
the request is resolved in the developer RT. And they have to find
this piece of information somewhere (and that's painful).

I thought to the two ways communication:

 1) Helpdesk -> Developer : I would modify the forward page by adding
a new button "Forward to the developper RT". This option would forward
the ticket to the developer RT system as the standard "Forward" button
does, and add the current Helpdesk RT number as a "Link" or "Custom
Field". At this point, a new ticket is created in the developer RT
system, with the original RT number in a Link/customfield.

 2) Developer -> Helpdesk: Then let's say the developers work on the
ticket, and resolve it. I would like to execute a scrip on the "on
resolve" action to send a comment/correspondence to the helpdesk RT
using the original ticket number in the custom field, with the REST
API (easy I think). This way, Helpdesk ticket is updated when
developer close the request.

and I would be happy (for now).

Here are my questions:

- for 1), I have to forward an RT to another RT system and set a
Link/Customfield, several ways:
     -  I can send an email to developer's RT email address and use
CommandByEmail to set a Link/CustomField
     -  use the REST API
      - use something else ?

 I think REST is the best way but it's not clear to me how to forward
a ticket with REST (include ticket header + attachments + history +
... ?).

 It would be nice as well to set a Links/CustomField in the helpdesk
RT with the reference of the ticket created in the developer RT system
: can I get the Developer RT number once the ticket is created (with
REST) ?

 I see in the current Forward.html page that
RT::Interface::Email::ForwardTransaction and
RT::Interface::Email::ForwardTicket, but I think I would need the same
with REST ?

- for 2) I think it's quite easy

and last question: what do you think of this process ?

 It's my first development with RT and REST API, I just played a
little bit with RT-Client-REST, so any help would be very much
appreciated !

PS: I would prefer custom fields to "Links" to store RT numbers because:
  1) users may use the "Links" field for other references
  2) an helpdesk ticket may be forwarded to a third RT, for example
network RT, and I don't want this second forward to overwrite the
first reference. That's why a customfield by RT system would be in my
opinion better.

Thanks!
-- 
L.

From kfcrocker at lbl.gov  Wed Dec 16 12:08:51 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 16 Dec 2009 09:08:51 -0800
Subject: [rt-users] scrip for updating ticket info
In-Reply-To: <662d45d40912160645x28260822jd062a724365566df@mail.gmail.com>
References: <662d45d40912160645x28260822jd062a724365566df@mail.gmail.com>
Message-ID: <4B291423.3020704@lbl.gov>

Juan

We re-set the owner of a ticket when it moves to another Queue. This is 
what we use:

Condition: On Queue Change

#----------------------------------------------------------------------------
# Custom action preparation code:
#----------------------------------------------------------------------------

return 1;

#----------------------------------------------------------------------------
# Custom action cleanup code:
#----------------------------------------------------------------------------
# set new Ticket Owner value

my $ticket = $self->TicketObj;

$ticket->SetOwner(10, 'Force');

return 1;

Just modify it to change the ticket fields you want change and that 
should do it.
Hope this helps.

Kenn
LBNL

On 12/16/2009 6:45 AM, Juan N. DLC wrote:
> Hi,
>
> Is it possible to have a scrip to modify the due date & priority of a 
> ticket each time is moved from queue to queue?
>
> Thanks
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From kfcrocker at lbl.gov  Wed Dec 16 12:12:00 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 16 Dec 2009 09:12:00 -0800
Subject: [rt-users] Custom Field values are being deleted on
	ticket	modification
In-Reply-To: <1260974285.6058.82.camel@maclem-ether.ius.cc>
References: <1260974285.6058.82.camel@maclem-ether.ius.cc>
Message-ID: <4B2914E0.2000501@lbl.gov>

Luis,

I had trouble awhile back with Custom Field values not being set at all 
during the execution of a scrip, while all other changes took place 
correctly. The cause turned out to be that I had set the stage in the 
scrips to "TransactionCreate" instead of "TransactionBatch". Try that. 
Remember, you have to turn on "TransactionBatch" in your 
RT_SiteConfiguration.pm file and bounce your session.

Kenn
LBNL

On 12/16/2009 6:38 AM, Luis E. Mu?oz wrote:
> Hi there,
>
> I am working on a customization script that should issue a number of
> configuration changes in a vainilla RT 3.6.7 as shipped with Debian
> Lenny.
>
> The snippet below should create 4 custom fields that would apply to the
> General queue, and add a couple of test values to them:
>
> #!/usr/bin/perl
> use lib '/usr/share/request-tracker3.6/lib';
> use strict; use warnings; use RT; use RT::User; use RT::Queue;
> use RT::Template; 
> RT::LoadConfig;
> RT::Init;
>
> for my $d ( [ Field1  => 'My Field 1', { One   => 'Value One',
> Two   => 'Value Two', }],
>     [ Field2  => 'My Field 2', { One   => 'Value One',
> Two   => 'Value Two', }],
>     [ Field3  => 'My Field 3', { One   => 'Value One',
> Two   => 'Value Two', }],
>     [ Field4  => 'My Field 4', { One   => 'Value One',
> Two   => 'Value Two', }],)
> {
>     my $cf = new RT::CustomField ( $RT::SystemUser );
>     my ($id, $msg) = $cf->Create(
> Name => $d->[0],
> Description => $d->[1],
> Type => 'Combobox',
> LookupType => 'RT::Queue-RT::Ticket',
> Pattern => '(?#Mandatory).',
> );
>     print 'Cannot create CF ' . $d->[0] . ": $msg\n" unless $id;
>     my $order = 0;
>     for my $val (sort keys %{$d->[2]})
>     {
> my ($d, $msg) = $cf->AddValue(Name => $d->[2]->{$val}, 
>       Description => $d->[2]->{$val},
>       SortOrder => $order);
> print "Value $val: $msg \n";
> $order += 5;
>     }
>
>     for my $queue (qw/General/)
>     {
> my $q = RT::Queue->new($RT::SystemUser);
> $q->Load($queue);
> my ($id, $msg) = $cf->AddToObject($q);
> print "Can't link CF to queue $queue: $msg\n" unless $id;
>     }
> }
>
> After the script is run, I can see the fields through Configuration >
> Custom Fields, with the intended values. When I try to create a ticket
> in the General queue, the corresponding combo boxes are populated with
> the expected values. So far so good.
>
> When the ticket is created, the CF values are stored along with the
> ticket and I can see them in the display.
>
> Whenever I try to change the ticket (say, modify the value of a CF), the
> following messages are displayed in my browser before the Basic form:
>
>   * Value Two added as a value for Field1 
>       * Value Two is no longer a value for custom field Field2 
>       * Value Two is no longer a value for custom field Field3 
>       * Value One is no longer a value for custom field Field4
>
> The ticket losses the CF values... This is what the logs say.
>
> Dec 16 05:06:33 rt RT: Ticket 1 created in queue 'General' by root
> (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:756)#012
> Dec 16 05:06:42 rt RT: About to think about scrips for transaction
> #27#012
> Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #27#012
> Dec 16 05:06:42 rt RT: Found 1 scrips#012
> Dec 16 05:06:42 rt RT: About to commit scrips for transaction #27#012
> Dec 16 05:06:42 rt RT: About to think about scrips for transaction
> #28#012
> Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #28#012
> Dec 16 05:06:42 rt RT: Found 1 scrips#012
> Dec 16 05:06:42 rt RT: About to commit scrips for transaction #28#012
> Dec 16 05:06:42 rt RT: About to think about scrips for transaction
> #29#012
> Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #29#012
> Dec 16 05:06:42 rt RT: Found 1 scrips#012
> Dec 16 05:06:42 rt RT: About to commit scrips for transaction #29#012
> Dec 16 05:06:42 rt RT: About to think about scrips for transaction
> #30#012
> Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #30#012
> Dec 16 05:06:42 rt RT: Found 1 scrips#012
> Dec 16 05:06:42 rt RT: About to commit scrips for transaction #30#012
>
> After reading through the source, I have been unable to find what am I
> missing in my code. Can someone point me in the right direction?
>
> Thanks and best regards.
>
> -lem
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 juann.dlc at gmail.com  Wed Dec 16 13:46:24 2009
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 16 Dec 2009 14:46:24 -0400
Subject: [rt-users] scrip for updating ticket info
In-Reply-To: <4B291423.3020704@lbl.gov>
References: <662d45d40912160645x28260822jd062a724365566df@mail.gmail.com> 
	<4B291423.3020704@lbl.gov>
Message-ID: <662d45d40912161046j6223a58ds522a831029f3a447@mail.gmail.com>

Thanks guys!

Ken,

I'm not that expert creating scrips, but I do understand the scrip below but
I don't know how to edit it to set the values that I need. How to I get the
values from the queue moving to and apply it to the ticket.

Thanks

On Wed, Dec 16, 2009 at 1:08 PM, Ken Crocker  wrote:

>  Juan
>
> We re-set the owner of a ticket when it moves to another Queue. This is
> what we use:
>
> Condition: On Queue Change
>
>
> #----------------------------------------------------------------------------
> # Custom action preparation code:
>
> #----------------------------------------------------------------------------
>
> return 1;
>
>
> #----------------------------------------------------------------------------
> # Custom action cleanup code:
>
> #----------------------------------------------------------------------------
> # set new Ticket Owner value
>
> my $ticket = $self->TicketObj;
>
> $ticket->SetOwner(10, 'Force');
>
> return 1;
>
>
> Just modify it to change the ticket fields you want change and that should
> do it.
> Hope this helps.
>
> Kenn
> LBNL
>
>
> On 12/16/2009 6:45 AM, Juan N. DLC wrote:
>
> Hi,
>
> Is it possible to have a scrip to modify the due date & priority of a
> ticket each time is moved from queue to queue?
>
> Thanks
>
> ------------------------------
>
> _______________________________________________http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
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From kfcrocker at lbl.gov  Wed Dec 16 14:09:00 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 16 Dec 2009 11:09:00 -0800
Subject: [rt-users] scrip for updating ticket info
In-Reply-To: <662d45d40912161046j6223a58ds522a831029f3a447@mail.gmail.com>
References: <662d45d40912160645x28260822jd062a724365566df@mail.gmail.com>
	<4B291423.3020704@lbl.gov>
	<662d45d40912161046j6223a58ds522a831029f3a447@mail.gmail.com>
Message-ID: <4B29304C.3070001@lbl.gov>

Juan,

I don't understand your question. Edit what? If you have the data you 
want to put into the ticket (and I assume you do or you can get it) then 
just put the data into the filed the ticket uses, like this:

## Turns into yyyy-mm-dd format for date conversion by RT::Date
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_date = $ticket->FirstCustomFieldValue('Need-By Date');

# split up the date parts into a temporary array

my @parts = split(/[\/-]/, $cf_date);

# put date parts back together
my $date = sprintf("%d-%d-%d", $parts[2], $parts[0], $parts[1]);

my $duedate = RT::Date->new($RT::SystemUser);
$duedate->Set(Format=>'unknown', Value=>$date);

$ticket->SetDue($duedate->ISO);

The above sets the due date with the date I got from a custom field 
called "Need-By Date". Just put in your data field.

$ticket->SetPriority("1");

The above sets the ticket priority to 1. You can set it to what you want.

I really don't what your data is or where it's coming from so I can't 
tell you any more.
Hope this helps.

Kenn
LBNL

On 12/16/2009 10:46 AM, Juan N. DLC wrote:
> Thanks guys!
>
> Ken,
>
> I'm not that expert creating scrips, but I do understand the scrip 
> below but I don't know how to edit it to set the values that I need. 
> How to I get the values from the queue moving to and apply it to the 
> ticket.
>
> Thanks
>
> On Wed, Dec 16, 2009 at 1:08 PM, Ken Crocker  > wrote:
>
>     Juan
>
>     We re-set the owner of a ticket when it moves to another Queue.
>     This is what we use:
>
>     Condition: On Queue Change
>
>     #----------------------------------------------------------------------------
>     # Custom action preparation code:
>     #----------------------------------------------------------------------------
>
>     return 1;
>
>     #----------------------------------------------------------------------------
>     # Custom action cleanup code:
>     #----------------------------------------------------------------------------
>     # set new Ticket Owner value
>
>     my $ticket = $self->TicketObj;
>
>     $ticket->SetOwner(10, 'Force');
>
>     return 1;
>
>
>     Just modify it to change the ticket fields you want change and
>     that should do it.
>     Hope this helps.
>
>     Kenn
>     LBNL
>
>
>     On 12/16/2009 6:45 AM, Juan N. DLC wrote:
>>     Hi,
>>
>>     Is it possible to have a scrip to modify the due date & priority
>>     of a ticket each time is moved from queue to queue?
>>
>>     Thanks
>>     ------------------------------------------------------------------------
>>     _______________________________________________
>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>     Community help: http://wiki.bestpractical.com Commercial support:
>>     sales at bestpractical.com  Discover
>>     RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a
>>     copy at http://rtbook.bestpractical.com
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 boxyzzy at gmail.com  Wed Dec 16 16:45:00 2009
From: boxyzzy at gmail.com (boxyzzy at gmail.com)
Date: Wed, 16 Dec 2009 16:45:00 -0500
Subject: [rt-users] Login screen popping up after each request for a new
	screen when RT runs behind proxy server
Message-ID: 

I made these changes to RT_SiteConfig.pm for proxy:
            Set($WebBaseURL , "http://rt.doodah.edu");
            Set($WebPath    , "http://portal.doodah.edu/rt");
            Set($WebImagesURL , $WebPath . "/NoAuth/images/");
RT screens display as expected. However "subject" situation occurs.

Without these changes, as shown below, RT works as expected.
            Set($WebBaseURL , "http://rt.doodah.edu");
            Set($WebPath    , "");
            Set($WebImagesURL , $WebPath . "/NoAuth/images/");

What am I missing?

Thanks, in advance, for your help,

Mike

From falcone at bestpractical.com  Wed Dec 16 16:59:15 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Dec 2009 16:59:15 -0500
Subject: [rt-users] Login screen popping up after each request for a new
 screen when RT runs behind proxy server
In-Reply-To: 
References: 
Message-ID: <20091216215915.GG867@jibsheet.com>

On Wed, Dec 16, 2009 at 04:45:00PM -0500, boxyzzy at gmail.com wrote:
> I made these changes to RT_SiteConfig.pm for proxy:
>             Set($WebBaseURL , "http://rt.doodah.edu");
>             Set($WebPath    , "http://portal.doodah.edu/rt");

WebPath is not an absolute URL.
If you want to serve RT from http://domain.com/rt you would set
WebPath to /rt.  You should check through the documentation in
RT_Config.pm

-kevin
>             Set($WebImagesURL , $WebPath . "/NoAuth/images/");
> RT screens display as expected. However "subject" situation occurs.
> 
> Without these changes, as shown below, RT works as expected.
>             Set($WebBaseURL , "http://rt.doodah.edu");
>             Set($WebPath    , "");
>             Set($WebImagesURL , $WebPath . "/NoAuth/images/");
> 
> What am I missing?
> 
> Thanks, in advance, for your help,
> 
> 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 boxyzzy at gmail.com  Wed Dec 16 17:35:45 2009
From: boxyzzy at gmail.com (boxyzzy at gmail.com)
Date: Wed, 16 Dec 2009 17:35:45 -0500
Subject: [rt-users] Login screen popping up after each request for a new
	screen when RT runs behind proxy server
In-Reply-To: <20091216215915.GG867@jibsheet.com>
References: 
	<20091216215915.GG867@jibsheet.com>
Message-ID: 

Disregarding the RTFM remark, I thought that this would be the way to
implement RT behind a proxy, for I can see in the page source the HTML
statements redirecting to the URL of the proxy.

So, my question should be, "What is the correct way to implement RT to
run behind a proxy server?"

If appropriate, kindly point me to the related documentation.

Mike

On Wed, Dec 16, 2009 at 4:59 PM, Kevin Falcone
 wrote:
> On Wed, Dec 16, 2009 at 04:45:00PM -0500, boxyzzy at gmail.com wrote:
>> I made these changes to RT_SiteConfig.pm for proxy:
>> ? ? ? ? ? ? Set($WebBaseURL , "http://rt.doodah.edu");
>> ? ? ? ? ? ? Set($WebPath ? ?, "http://portal.doodah.edu/rt");
>
> WebPath is not an absolute URL.
> If you want to serve RT from http://domain.com/rt you would set
> WebPath to /rt. ?You should check through the documentation in
> RT_Config.pm
>
> -kevin
>> ? ? ? ? ? ? Set($WebImagesURL , $WebPath . "/NoAuth/images/");
>> RT screens display as expected. However "subject" situation occurs.
>>
>> Without these changes, as shown below, RT works as expected.
>> ? ? ? ? ? ? Set($WebBaseURL , "http://rt.doodah.edu");
>> ? ? ? ? ? ? Set($WebPath ? ?, "");
>> ? ? ? ? ? ? Set($WebImagesURL , $WebPath . "/NoAuth/images/");
>>
>> What am I missing?
>>
>> Thanks, in advance, for your help,
>>
>> 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 boxyzzy at gmail.com  Wed Dec 16 20:16:42 2009
From: boxyzzy at gmail.com (boxyzzy at gmail.com)
Date: Wed, 16 Dec 2009 20:16:42 -0500
Subject: [rt-users] Login screen popping up after each request for a new
	screen when RT runs behind proxy server
In-Reply-To: 
References: 
	<20091216215915.GG867@jibsheet.com>

Message-ID: 

Kevin, I apologize to you and others on the list for my crass comment.
 I misundersood.  Indeed, I see that you were trying to help and that
RT_Config.pm held the answer. Thanks for your help.  -Mike

On Wed, Dec 16, 2009 at 5:35 PM,   wrote:
> Disregarding the RTFM remark, I thought that this would be the way to
> implement RT behind a proxy, for I can see in the page source the HTML
> statements redirecting to the URL of the proxy.
>
> So, my question should be, "What is the correct way to implement RT to
> run behind a proxy server?"
>
> If appropriate, kindly point me to the related documentation.
>
> Mike
>
> On Wed, Dec 16, 2009 at 4:59 PM, Kevin Falcone
>  wrote:
>> On Wed, Dec 16, 2009 at 04:45:00PM -0500, boxyzzy at gmail.com wrote:
>>> I made these changes to RT_SiteConfig.pm for proxy:
>>> ? ? ? ? ? ? Set($WebBaseURL , "http://rt.doodah.edu");
>>> ? ? ? ? ? ? Set($WebPath ? ?, "http://portal.doodah.edu/rt");
>>
>> WebPath is not an absolute URL.
>> If you want to serve RT from http://domain.com/rt you would set
>> WebPath to /rt. ?You should check through the documentation in
>> RT_Config.pm
>>
>> -kevin
>>> ? ? ? ? ? ? Set($WebImagesURL , $WebPath . "/NoAuth/images/");
>>> RT screens display as expected. However "subject" situation occurs.
>>>
>>> Without these changes, as shown below, RT works as expected.
>>> ? ? ? ? ? ? Set($WebBaseURL , "http://rt.doodah.edu");
>>> ? ? ? ? ? ? Set($WebPath ? ?, "");
>>> ? ? ? ? ? ? Set($WebImagesURL , $WebPath . "/NoAuth/images/");
>>>
>>> What am I missing?
>>>
>>> Thanks, in advance, for your help,
>>>
>>> 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 praveen.velu at hotmail.com  Thu Dec 17 00:09:33 2009
From: praveen.velu at hotmail.com (Praveen C)
Date: Thu, 17 Dec 2009 10:39:33 +0530
Subject: [rt-users] Hyperlink in FCK editor
In-Reply-To: <20091215143854.GC867@jibsheet.com>
References: ,
	<20091215143854.GC867@jibsheet.com>
Message-ID: 

Hi

I am able to create html templates. But using web interface If I reply to any ticket, mails sending only in a plain text format. FCK editor giving me an option to add hyperlink but when RT send mails, message body is sending only as plain text. 

-Praveen-

> Date: Tue, 15 Dec 2009 09:38:54 -0500
> From: falcone at bestpractical.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Hyperlink in FCK editor
> 
> On Tue, Dec 15, 2009 at 10:16:42AM +0530, Praveen C wrote:
> >    I am not able to add hyperlink in RT FCK editor. If i check the source in FCK editor,
> >    editor is adding Hyprerlinks but when mail send from RT hyper link is removing from message
> >    body
> > 
> >    I am using Request tracker 3.8 in Debian lenny.. Please help if anybody worked on this
> 
> Read through docs/templates.pod in your RT tarball for information on
> how to create html templates.
> 
> -kevin

_________________________________________________________________
New Windows 7: Find the right PC for you. Learn more.
http://windows.microsoft.com/shop
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From bekeny-rt at docca.hu  Thu Dec 17 07:43:41 2009
From: bekeny-rt at docca.hu (BALINT Bekeny)
Date: Thu, 17 Dec 2009 13:43:41 +0100
Subject: [rt-users] UpdateCc, clickable addresses bug?
Message-ID: 

Hi List,

I have the following problem in 3.8.6 (sorry I can't try it on 3.8.7 now).
If I have a header line in an email like this (or in Cc field):

To: "'Foo Bar'" 
of
To: 'Foo2 Bar2' 

on the Update.html page (UpdateCc component) RT generates the code:

 Foo Bar

and a very similar one for foobar2 entry.
In that case if I click on one of those checkboxes, the address doesn't
appear in the one-time-cc field.
I tried it with the same result in the latest version FF, IE, Opera and
Chrome.
In error console I can see the following error:

Error: missing ) after argument list
Source File: https://rt.foobar.hu/rt3/Ticket/Update.html?Action=Comment&id=X
Line: 1, Column: 74
Source Code:
checkboxToInput('UpdateBcc', 'UpdateBcc-foo.bar at foobar.hu','"'Foo Bar'" <
foo.bar at foobar.hu>' ); $(UpdateIgnoreAddressCheckboxes).value=1

It seems that ' disturbs the generated JavaScript code.
Is it a known issue? Or a Bug? Or a Feature?

All help is greatly appreciated!
--
Bekeny
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From tariq.doukkali at autoform.de  Thu Dec 17 08:27:02 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Thu, 17 Dec 2009 14:27:02 +0100
Subject: [rt-users] RT 3.2.1 customfield search does not work !!!
Message-ID: <192B76E92530564BAAB9DD78BAE565B7415A45C77D@chexchange.autoform.com>

Hello all,

i am using RT 3.2.1 and I can't search on customFields.

Any Idea ???

Many thanks,
Tamodew

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From lem at itverx.com.ve  Thu Dec 17 08:50:03 2009
From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=)
Date: Thu, 17 Dec 2009 09:20:03 -0430
Subject: [rt-users] Custom Field values are being deleted
	on	ticket	modification
In-Reply-To: <4B2914E0.2000501@lbl.gov>
References: <1260974285.6058.82.camel@maclem-ether.ius.cc>
	<4B2914E0.2000501@lbl.gov>
Message-ID: <1261057803.6058.102.camel@maclem-ether.ius.cc>

On Wed, 2009-12-16 at 09:12 -0800, Ken Crocker wrote:
> 
> I had trouble awhile back with Custom Field values not being set at
> all 
> during the execution of a scrip, while all other changes took place 
> correctly. The cause turned out to be that I had set the stage in the 
> scrips to "TransactionCreate" instead of "TransactionBatch". Try
> that. 
> Remember, you have to turn on "TransactionBatch" in your 
> RT_SiteConfiguration.pm file and bounce your session.

Hi Ken, thanks for your suggestion.

I did see your messages when researching the archives before submitting
my question. However, I'm not sure how to apply this to my scenario. The
snippet I posted is not running as part of a scrip; This is a stand
alone script to be run right after a fresh install of RT, to bring it to
the desired configuration for the customer.

As such, I don't see where a transaction might come in... Any
enlightenment is appreciated :-)

Best regards.

-lem

From jesse at bestpractical.com  Thu Dec 17 09:24:33 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Dec 2009 09:24:33 -0500
Subject: [rt-users] RT 3.2.1 customfield search does not work !!!
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B7415A45C77D@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B7415A45C77D@chexchange.autoform.com>
Message-ID: <20091217142433.GG19954@bestpractical.com>

On Thu, Dec 17, 2009 at 02:27:02PM +0100, Tariq Doukkali wrote:
> Hello all,
> 
> i am using RT 3.2.1 and I can't search on customFields.
> 
> Any Idea ???

We've rewritten the custom field search backend at least twice in the 5
years and 4 months since RT 3.2.1 came out.  But I suspect that you may
just be running into the fact that the RT query builder doesn't show
queue custom fields as search options until you limit to a queue that
contains custom fields.

-Jesse

From jesse at bestpractical.com  Thu Dec 17 09:37:01 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Dec 2009 09:37:01 -0500
Subject: [rt-users] UpdateCc, clickable addresses bug?
In-Reply-To: 
References: 
Message-ID: <20091217143701.GB14627@bestpractical.com>

On Thu 17.Dec'09 at 13:43:41 +0100, BALINT Bekeny wrote:
> Hi List,
> 
> 
> I have the following problem in 3.8.6 (sorry I can't try it on 3.8.7 now).
> If I have a header line in an email like this (or in Cc field):
> 
> To: "'Foo Bar'" 
> of
> To: 'Foo2 Bar2' 
> 
> on the Update.html page (UpdateCc component) RT generates the code:
> 
> [...]
> 
> It seems that ' disturbs the generated JavaScript code.
> Is it a known issue? 

I didn't know about it. 

> Or a Bug? 

It sure looks like a bug. Will you open a ticket? A patch would be much
appreciated if you or anyone else is up to it.

> Or a Feature?

It's definitely not one of these.

-Jesse
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From tariq.doukkali at autoform.de  Thu Dec 17 10:35:26 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Thu, 17 Dec 2009 16:35:26 +0100
Subject: [rt-users] RT 3.2.1 customfield search does not work !!!
Message-ID: <192B76E92530564BAAB9DD78BAE565B7415A45C7F9@chexchange.autoform.com>

Hi,

 thanks for your answer !!!

 I can see custom fields as a search options on the search form but the problem is that the search results are not correct.

 The costumfields search conditions (for example cf.{cf_name} like "blabla") will be not considered on the search results.

Tamodew

> -----Urspr?ngliche Nachricht-----

> Von: Jesse Vincent [mailto:jesse at bestpractical.com]

> Gesendet: Donnerstag, 17. Dezember 2009 15:25

> An: Tariq Doukkali

> Cc: rt-users at lists.bestpractical.com

> Betreff: Re: [rt-users] RT 3.2.1 customfield search does not work !!!

>

>

>

>

> On Thu, Dec 17, 2009 at 02:27:02PM +0100, Tariq Doukkali wrote:

> > Hello all,

> >

> > i am using RT 3.2.1 and I can't search on customFields.

> >

> > Any Idea ???

>

>

> We've rewritten the custom field search backend at least twice in the

> 5 years and 4 months since RT 3.2.1 came out.  But I suspect that you

> may just be running into the fact that the RT query builder doesn't

> show queue custom fields as search options until you limit to a queue

> that contains custom fields.

>

> -Jesse

>

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From jesse at bestpractical.com  Thu Dec 17 10:58:50 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Dec 2009 10:58:50 -0500
Subject: [rt-users] RT 3.2.1 customfield search does not work !!!
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B7415A45C7F9@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B7415A45C7F9@chexchange.autoform.com>
Message-ID: <20091217155850.GM19954@bestpractical.com>

On Thu, Dec 17, 2009 at 04:35:26PM +0100, Tariq Doukkali wrote:
> Hi,
> 
>  thanks for your answer !!!
> 
>  I can see custom fields as a search options on the search form but the problem is that the search results are not correct.

Unfortunately, that's exactly the sort of thing where my answer is "can
you try to reproduce this on a current version of RT?"

-Jesse

From jpierce at cambridgeenergyalliance.org  Thu Dec 17 13:09:16 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 17 Dec 2009 13:09:16 -0500
Subject: [rt-users] missing peoples problem
In-Reply-To: 
References: 
Message-ID: 

> Shredder overzealously wiped some information a few months back when I
> was cleaning out spam, and I'm just now discovering a very odd problem. I have a
> ticket whose requestor was in an odd state. Search results and the ticket display
> page showed no requestor, > but the people page listed the requestor correctly.
> I removed the requestor in the hopes that adding him back would fix things,
> but this requestor does not show up when I search for him by name, email or id.
> I tried creating another user to use as the requestor, but this user also does not
> show up when searching, although plenty of other valid matches do.
>
> I've since gone back, found the removed entries from Principals &
> (Cached)GroupMembers to no avail.

No joy? Why should two users, one newly created, be invisible to most of RT?

From rfh at vialtus.com  Thu Dec 17 13:49:01 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 17 Dec 2009 18:49:01 +0000
Subject: [rt-users] creating ticket with rt client bin/rt
Message-ID: <4B2A7D1D.4090703@vialtus.com>

Hi;

Source : RT-3.6.4 ,
Destination: RT-3.8.5
Both on apache2 and mysql 5

I am unable to create ticket using the RT client when the text (content) 
is multi lines (line breaks \n); the command I issue:
`/opt/rt3/bin/rt create -t ticket set subject="$subject" set 
queue="$queue" set requestor="$requestor" set text="$content" set 
CF-local_ticket="$cf"`;
it works if $content = 'abcd efg'
but it does n't if $content = 'abcd
efg'

Is this a limitation within bin/rt or am I doing something wrong

btw correspond/comment work using -m "" , but it seems this flag is not 
available with create?

Thanks;
Roy

From mathieu at closetwork.org  Thu Dec 17 14:28:01 2009
From: mathieu at closetwork.org (Mathieu Longtin)
Date: Thu, 17 Dec 2009 14:28:01 -0500
Subject: [rt-users] why are Notify actions setting the recipients in prepare
	rather than commit?
Message-ID: <539eb5520912171128x1c50feffxfdb1712696acfac5@mail.gmail.com>

I'm trying to have a scrip that will get the recipients of a ticket from
another source, at creation time.

If I assign the recipients in the "action" section of the scrip, they don't
receive any email, because the notify action gathers the recipient during
prepare.

Should I set the recipients in the "prepare" section and have the action do
nothing?

Thanks

--
Mathieu Longtin
1-514-803-8977
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From d.k.emaillists at gmail.com  Thu Dec 17 15:58:30 2009
From: d.k.emaillists at gmail.com (dnk)
Date: Thu, 17 Dec 2009 12:58:30 -0800
Subject: [rt-users] current install guide for centos 5.4
Message-ID: 

Can anyone point me to a curent install guide for centos 5.4 for RT?

I have been attempting the various ones linked off of the main site,
but have had little luck.

Thanks in advance,

D

From jmoseley at corp.xanadoo.com  Thu Dec 17 16:21:48 2009
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 17 Dec 2009 15:21:48 -0600
Subject: [rt-users] current install guide for centos 5.4
In-Reply-To: 
References: 
Message-ID: 

On Thu, Dec 17, 2009 at 2:58 PM, dnk  wrote:
> Can anyone point me to a curent install guide for centos 5.4 for RT?
>
> I have been attempting the various ones linked off of the main site,
> but have had little luck.

For starters, you can follow this thread:

http://lists.bestpractical.com/pipermail/rt-users/2009-April/058693.html

-- 
James

From ina.angelidou at aeroplan.com  Thu Dec 17 17:53:12 2009
From: ina.angelidou at aeroplan.com (Ina Angelidou)
Date: Thu, 17 Dec 2009 14:53:12 -0800 (PST)
Subject: [rt-users] RT 3.8.4: Mandatory Fields: Can attaching a file be made
 mandatory
Message-ID: <26836430.post@talk.nabble.com>

Hello,

I create a custom field of type "Upload one file" I set Validation to
(?#Mandatory).
Then I enable this CF in a queue. 

When trying to create a ticket in this queue, I upload a file in my custom
field, tried with .doc, .gif and .txt.

When I click on Create ticket I get the error message at the top of the
page: "CF name": Input must match [Mandatory].

My question: How do I make attaching a file mandatory?

Thank you,
Ina 

-- 
View this message in context: http://old.nabble.com/RT-3.8.4%3A-Mandatory-Fields%3A-Can-attaching-a-file-be-made-mandatory-tp26836430p26836430.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From jmoseley at corp.xanadoo.com  Thu Dec 17 17:57:47 2009
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 17 Dec 2009 16:57:47 -0600
Subject: [rt-users] current install guide for centos 5.4
In-Reply-To: 
References: 

Message-ID: 

On Thu, Dec 17, 2009 at 4:22 PM, dnk  wrote:
> When I was installing the yum related packages, I ran into:
>
> No package perl-IO-Socket available.

Off the top of my head, I'm not sure if that's a required RT perl
module, or just a dependency of a required module, or some other RPM,
etc.

I do have perl-IO-Socket-INET6 installed on my system, though.  So I'd
go with that.

-- 
James Moseley
610-934-7307

From balint.bekeny at docca.hu  Thu Dec 17 18:02:08 2009
From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=)
Date: Fri, 18 Dec 2009 00:02:08 +0100
Subject: [rt-users]  UpdateCc, clickable addresses bug?
In-Reply-To: 
References: 
	<20091217143701.GB14627@bestpractical.com>

Message-ID: 

Hi Jesse,

I attached a patch for 3.8.6.
I'm not sure it is the best solution for this problem but it seems a working
one.
Hope I helped.

Best regards,
--
Bekeny

2009/12/17 Jesse Vincent 

>
>
>
> On Thu 17.Dec'09 at 13:43:41 +0100, BALINT Bekeny wrote:
> > Hi List,
> >
> >
> > I have the following problem in 3.8.6 (sorry I can't try it on 3.8.7
> now).
> > If I have a header line in an email like this (or in Cc field):
> >
> > To: "'Foo Bar'" 
> > of
> > To: 'Foo2 Bar2' 
> >
> > on the Update.html page (UpdateCc component) RT generates the code:
> >
> > [...]
> >
> > It seems that ' disturbs the generated JavaScript code.
> > Is it a known issue?
>
> I didn't know about it.
>
> > Or a Bug?
>
> It sure looks like a bug. Will you open a ticket? A patch would be much
> appreciated if you or anyone else is up to it.
>
> > Or a Feature?
>
> It's definitely not one of these.
>
> -Jesse
>
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.9 (GNU/Linux)
>
> iEYEARECAAYFAksqQg0ACgkQEi9d9xCOQEbYEACeN5Wphc16WbGraqy9ayXsPeVt
> uHYAn1I2sS4AHEqkKNeK4uY+TZRwgjao
> =N12W
> -----END PGP SIGNATURE-----
>
>
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From d.k.emaillists at gmail.com  Thu Dec 17 18:15:27 2009
From: d.k.emaillists at gmail.com (dnk)
Date: Thu, 17 Dec 2009 15:15:27 -0800
Subject: [rt-users] current install guide for centos 5.4
In-Reply-To: 
References: 
Message-ID: 

For those who have followed the tutorial at:
http://www.ptitov.net/2008/07/request-tracker-installation-o.html

I got:

SOME DEPENDENCIES WERE MISSING.
ICAL missing dependencies:
	Data::ICal ...MISSING
CORE missing dependencies:
	Calendar::Simple ...MISSING
MASON missing dependencies:
	XML::RSS >= 1.05 ...MISSING
		DateTime::TimeZone version 0.59 required--this is only version 0.46
at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DateTime.pm
line 47

Where did you get these from? Just CPAN? I am using the 2 repos in the
tutorial (CentOS Plus & RPMFORGE).

Thanks.

D

On Thu, Dec 17, 2009 at 12:58 PM, dnk  wrote:
> Can anyone point me to a curent install guide for centos 5.4 for RT?
>
> I have been attempting the various ones linked off of the main site,
> but have had little luck.
>
> Thanks in advance,
>
> D
>

From d.k.emaillists at gmail.com  Thu Dec 17 18:23:27 2009
From: d.k.emaillists at gmail.com (dnk)
Date: Thu, 17 Dec 2009 15:23:27 -0800
Subject: [rt-users] current install guide for centos 5.4
In-Reply-To: 
References: 

Message-ID: 

To add to this one, I simple have done this so far:

yum install perl-Calendar-Simple perl-DateTime-TimeZone

Then I ran:
# rpm -qa | grep XML | grep RSS
perl-XML-RSS-1.45-1.el5.rf

So i had that one module installed already.

Then I ran:
perl sbin/rt-test-dependencies  --with-web-handler=modperl2
--with-db-type=mysql --install

And this time it all came up as being installed. Even though I did
nothing to take care of the DATA::ICal.

Why would it do this? Anything to worry about?

On Thu, Dec 17, 2009 at 3:15 PM, dnk  wrote:
> For those who have followed the tutorial at:
> http://www.ptitov.net/2008/07/request-tracker-installation-o.html
>
> I got:
>
> SOME DEPENDENCIES WERE MISSING.
> ICAL missing dependencies:
> ? ? ? ?Data::ICal ...MISSING
> CORE missing dependencies:
> ? ? ? ?Calendar::Simple ...MISSING
> MASON missing dependencies:
> ? ? ? ?XML::RSS >= 1.05 ...MISSING
> ? ? ? ? ? ? ? ?DateTime::TimeZone version 0.59 required--this is only version 0.46
> at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DateTime.pm
> line 47
>
> Where did you get these from? Just CPAN? I am using the 2 repos in the
> tutorial (CentOS Plus & RPMFORGE).
>
> Thanks.
>
> D
>
>
>
>
> On Thu, Dec 17, 2009 at 12:58 PM, dnk  wrote:
>> Can anyone point me to a curent install guide for centos 5.4 for RT?
>>
>> I have been attempting the various ones linked off of the main site,
>> but have had little luck.
>>
>> Thanks in advance,
>>
>> D
>>
>

From darthmarth at gmail.com  Thu Dec 17 18:20:34 2009
From: darthmarth at gmail.com (darthmarth)
Date: Thu, 17 Dec 2009 17:20:34 -0600
Subject: [rt-users] current install guide for centos 5.4
In-Reply-To: 
References: 

Message-ID: <45D3FFF7-6F8F-4B76-9458-4B6FAA06A09C@gmail.com>

On Dec 17, 2009, at 5:15 PM, dnk wrote:

> For those who have followed the tutorial at:
> http://www.ptitov.net/2008/07/request-tracker-installation-o.html
> 
> I got:
> 
> SOME DEPENDENCIES WERE MISSING.
> ICAL missing dependencies:
> 	Data::ICal ...MISSING
> CORE missing dependencies:
> 	Calendar::Simple ...MISSING
> MASON missing dependencies:
> 	XML::RSS >= 1.05 ...MISSING
> 		DateTime::TimeZone version 0.59 required--this is only version 0.46
> at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DateTime.pm
> line 47
> 
> Where did you get these from? Just CPAN? I am using the 2 repos in the
> tutorial (CentOS Plus & RPMFORGE).

Try using EPEL instead of RPM Forge.  EPEL prepackages RT3 as an rpm, so it's a lot more likely to have the dependencies you need.

From d.k.emaillists at gmail.com  Thu Dec 17 18:40:25 2009
From: d.k.emaillists at gmail.com (dnk)
Date: Thu, 17 Dec 2009 15:40:25 -0800
Subject: [rt-users] current install guide for centos 5.4
In-Reply-To: 
References: 

Message-ID: 

So I ignored the DATA::ICal. error since it disappeared the second time around.

But now i ran:
perl sbin/rt-test-dependencies --with-mysql --with-modperl2
--verbose|grep MISSING
	CGI >= 3.38 ...MISSING
SOME DEPENDENCIES WERE MISSING.
	CGI >= 3.38 ...MISSING

Ideas?

On Thu, Dec 17, 2009 at 3:23 PM, dnk  wrote:
> To add to this one, I simple have done this so far:
>
> yum install perl-Calendar-Simple perl-DateTime-TimeZone
>
> Then I ran:
> # rpm -qa | grep XML | grep RSS
> perl-XML-RSS-1.45-1.el5.rf
>
> So i had that one module installed already.
>
> Then I ran:
> perl sbin/rt-test-dependencies ?--with-web-handler=modperl2
> --with-db-type=mysql --install
>
> And this time it all came up as being installed. Even though I did
> nothing to take care of the DATA::ICal.
>
> Why would it do this? Anything to worry about?
>
> On Thu, Dec 17, 2009 at 3:15 PM, dnk  wrote:
>> For those who have followed the tutorial at:
>> http://www.ptitov.net/2008/07/request-tracker-installation-o.html
>>
>> I got:
>>
>> SOME DEPENDENCIES WERE MISSING.
>> ICAL missing dependencies:
>> ? ? ? ?Data::ICal ...MISSING
>> CORE missing dependencies:
>> ? ? ? ?Calendar::Simple ...MISSING
>> MASON missing dependencies:
>> ? ? ? ?XML::RSS >= 1.05 ...MISSING
>> ? ? ? ? ? ? ? ?DateTime::TimeZone version 0.59 required--this is only version 0.46
>> at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DateTime.pm
>> line 47
>>
>> Where did you get these from? Just CPAN? I am using the 2 repos in the
>> tutorial (CentOS Plus & RPMFORGE).
>>
>> Thanks.
>>
>> D
>>
>>
>>
>>
>> On Thu, Dec 17, 2009 at 12:58 PM, dnk  wrote:
>>> Can anyone point me to a curent install guide for centos 5.4 for RT?
>>>
>>> I have been attempting the various ones linked off of the main site,
>>> but have had little luck.
>>>
>>> Thanks in advance,
>>>
>>> D
>>>
>>
>

From Christopher.Epp at gov.bc.ca  Thu Dec 17 18:42:55 2009
From: Christopher.Epp at gov.bc.ca (Epp, Christopher CLBC:EX)
Date: Thu, 17 Dec 2009 15:42:55 -0800
Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has column
	headers/data mixed up. Bug?
References: 
Message-ID: 

I upgraded 3.8.2 to both 3.8.6 and 3.8.7 in a test environment copied from my production installation.

In both versions I have had problems with the spreadsheet function. At first, it changed output from the previous version by outputting all custom fields, even ones not related to the queue I was exporting. That was fixed when I installed the Parse::BooleanLogic cpan module.

Now the problem is that the CF column headers are mixed up. So for example the CF-FirstName column heading would be over the LastName Data. 

Is anyone else having this problem? Is this a bug?

Cheers,
Chris

From jmoseley at corp.xanadoo.com  Thu Dec 17 19:05:03 2009
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 17 Dec 2009 18:05:03 -0600
Subject: [rt-users] current install guide for centos 5.4
In-Reply-To: 
References: 

Message-ID: 

On Thu, Dec 17, 2009 at 5:40 PM, dnk  wrote:
> So I ignored the DATA::ICal. error since it disappeared the second time around.
>
> But now i ran:
> perl sbin/rt-test-dependencies --with-mysql --with-modperl2
> --verbose|grep MISSING
> ? ? ? ?CGI >= 3.38 ...MISSING
> SOME DEPENDENCIES WERE MISSING.
> ? ? ? ?CGI >= 3.38 ...MISSING
>
> Ideas?

If you are running that command, you aren't using the instructions I
sent you...  Don't try and mix and match the instructions I sent with
those from RT or other sources.  For starters, the Apache configs are
completely different.  Above, you are trying to configure RT to use
mod_perl; my instructions use FastCGI, specifically the non-Apache
module available via the standard RedHat RPM repos.

-- 
James Moseley
610-934-7307

From machiel.richards at gmail.com  Fri Dec 18 01:36:58 2009
From: machiel.richards at gmail.com (machiel.richards)
Date: Fri, 18 Dec 2009 08:36:58 +0200
Subject: [rt-users] Help
Message-ID: <4b2b2319.1701d00a.6997.461b@mx.google.com>

Hi all

                I am struggling with RT rights.

                We service multiple customers and so I want to create a user
for each customer so that they can log into the RT system and log issues and
assign accordingly.

                I created a test user with minimal access which are able to
create tickets, however the user have access to search for tickets which
then displays tickets logged by other customers as well.

                How can I limit the user to either not search but still have
access to their own ticket or otherwise only search for their tickets.

Regards

Machiel

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From machielr at rdc.co.za  Fri Dec 18 01:55:30 2009
From: machielr at rdc.co.za (Machiel Richards)
Date: Fri, 18 Dec 2009 08:55:30 +0200
Subject: [rt-users] FW: Help with RT access rights
Message-ID: <007101ca7faf$1847bf40$48d73dc0$@co.za>

Hi all

?? ???????????? I am struggling with RT rights.

??????????????? We service multiple customers and so I want to create a user
for each customer so that they can log into the RT system and log issues and
assign accordingly.
??????????????? 
??????????????? I created a test user with minimal access which are able to
create tickets, however the user have access to search for tickets which
then displays tickets logged by other customers as well.

??????????????? How can I limit the user to either not search but still have
access to their own ticket or otherwise only search for their tickets.

??????????????? Your help is appreciated.

Regards
Machiel

From machielr at rdc.co.za  Fri Dec 18 01:49:24 2009
From: machielr at rdc.co.za (Machiel Richards)
Date: Fri, 18 Dec 2009 08:49:24 +0200
Subject: [rt-users] Help with RT access rights
Message-ID: <006901ca7fae$3e4ab180$bae01480$@co.za>

Hi all

                I am struggling with RT rights.

                We service multiple customers and so I want to create a user
for each customer so that they can log into the RT system and log issues and
assign accordingly.

                I created a test user with minimal access which are able to
create tickets, however the user have access to search for tickets which
then displays tickets logged by other customers as well.

                How can I limit the user to either not search but still have
access to their own ticket or otherwise only search for their tickets.

                Your help is appreciated.

Regards

Machiel

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From samir.marhoum at gmail.com  Fri Dec 18 02:49:15 2009
From: samir.marhoum at gmail.com (samir marhoum)
Date: Fri, 18 Dec 2009 07:49:15 +0000
Subject: [rt-users] Add condition in template
In-Reply-To: <378a2ec80912160257t2a341a51o1baf76e3d44dcb0e@mail.gmail.com>
References: <378a2ec80912160257t2a341a51o1baf76e3d44dcb0e@mail.gmail.com>
Message-ID: <378a2ec80912172349y691caa15h92b53cefbc461494@mail.gmail.com>

Can any one help please ?

2009/12/16 samir marhoum 

>  Hi,
>
> I need to send email notification based on a custum field value, ie if a CF
> value is X send email to john at mail.com if it's Y send to peter at company.org
>
> Can you please help me on this ?
>
> Best Regards.
>
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From tariq.doukkali at autoform.de  Fri Dec 18 03:06:55 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Fri, 18 Dec 2009 09:06:55 +0100
Subject: [rt-users] RT 3.2.1 customfield search does not work !!!
Message-ID: <192B76E92530564BAAB9DD78BAE565B7415A45C8C8@chexchange.autoform.com>

Hi Jesse,

on a current version of RT customfield search works fine. But the problem is, that we made a lot of customization on 3.2.1 version, therefore an upgrade will be very time-consuming and expensive.

Many thanks for your answer !!!

Best regards from Germany,
Tamodew

Message: 4

Date: Thu, 17 Dec 2009 10:58:50 -0500

From: Jesse Vincent 

Subject: Re: [rt-users] RT 3.2.1 customfield search does not work !!!

To: Tariq Doukkali 

Cc: "rt-users at lists.bestpractical.com"

Message-ID: <20091217155850.GM19954 at bestpractical.com>

Content-Type: text/plain; charset=us-ascii

On Thu, Dec 17, 2009 at 04:35:26PM +0100, Tariq Doukkali wrote:

> Hi,

>

>  thanks for your answer !!!

>

>  I can see custom fields as a search options on the search form but the problem is that the search results are not correct.

Unfortunately, that's exactly the sort of thing where my answer is "can you try to reproduce this on a current version of RT?"

-Jesse

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From Subbaraman.Venkateswaran at blackrock.com  Fri Dec 18 10:09:24 2009
From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman)
Date: Fri, 18 Dec 2009 10:09:24 -0500
Subject: [rt-users] RT email EX_TEMPFAIL looping problem
Message-ID: 

Platform/Env:
RT 3.6.4, MySQL 5.1.34, Linux 2.6.9-42.ELsmp

Problem:
We are experiencing sporadic email looping problem. From the mail relay
server, emails bound for RT are aliased and piped to rt-mailgate and
recorded as correspondence into certain queues. For some emails,
rt-mailgate gets a return code EX_TEMPFAIL and the mail server does not
remove the email from its queue. This results in repetitive posting and
email flooding and finally we have to delete this email from the queue
to stop multiple posting.

Mail server aliases entry:
rt: "| path-to/rt-mailgate --url http://rt-server.com --queue general
--action correspond"

Even though rt-mailgate gets a return code EX_TEMPFAIL, the email seems
to have recorded fine in RT and we could see the ticket and attachments
created fine in RT.  

Please help us out with this problem and we are trying to understand if
this is any data inconsistency problem in RT or something else?

Some log entries from the RT server during this email looping. These
logs maynot be relevant to the problem, but I would like to present it
anyway if it might be helpful.

Access log:
172.16.72.205 - - [10/Dec/2009:06:19:16 -0500] "POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 500 622 "-" "libwww-perl/5.800"
1792
172.16.72.205 - - [10/Dec/2009:07:02:28 -0500] "POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 500 622 "-" "libwww-perl/5.800"
20992

Error log:
[Thu Dec 10 06:29:16 2009] [error] [client 172.16.72.205] FastCGI: comm
with server mason_handler.fcgi" aborted: idle timeout (600 sec)
[Thu Dec 10 07:12:28 2009] [error] [client 172.16.72.205] FastCGI: comm
with server "mason_handler.fcgi" aborted: idle timeout (600 sec)

FastCGI: incomplete headers (0 bytes) received from server
"mason_handler.fcgi"

[error]: couldn't load cf {$value} || $value }
(lib/RT/Action/ExtractCustomFieldValues.pm:86)

Thanks
Subba Venkateswaran 

THIS MESSAGE AND ANY ATTACHMENTS ARE CONFIDENTIAL, PROPRIETARY, AND MAY BE PRIVILEGED.  If this message was misdirected, BlackRock, Inc. and its subsidiaries, ("BlackRock") does not waive any confidentiality or privilege.  If you are not the intended recipient, please notify us immediately and destroy the message without disclosing its contents to anyone.  Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized.  The views and opinions expressed in this e-mail message are the author's own and may not reflect the views and opinions of BlackRock, unless the author is authorized by BlackRock to express such views or opinions on its behalf.  All email sent to or from this address is subject to electronic storage and review by BlackRock.  Although BlackRock operates anti-virus programs, it does not accept responsibility for any damage whatsoever caused by viruses being passed.

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From jledford at biltmore.com  Fri Dec 18 08:42:22 2009
From: jledford at biltmore.com (Jason Ledford)
Date: Fri, 18 Dec 2009 08:42:22 -0500
Subject: [rt-users] Help with RT access rights
In-Reply-To: <006901ca7fae$3e4ab180$bae01480$@co.za>
References: <006901ca7fae$3e4ab180$bae01480$@co.za>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F91159B9@MAILBOX.tbcnet.biltmore.com>

Dang,  3 of the same messages :)

I am a newb to rt but like to give where I take.  Could you use multiple queues to segregate the permissions and tickets?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Machiel Richards
Sent: Friday, December 18, 2009 1:49 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Help with RT access rights

Hi all

                I am struggling with RT rights.

                We service multiple customers and so I want to create a user for each customer so that they can log into the RT system and log issues and assign accordingly.

                I created a test user with minimal access which are able to create tickets, however the user have access to search for tickets which then displays tickets logged by other customers as well.

                How can I limit the user to either not search but still have access to their own ticket or otherwise only search for their tickets.

                Your help is appreciated.

Regards
Machiel

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From kfcrocker at lbl.gov  Fri Dec 18 11:36:04 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 18 Dec 2009 08:36:04 -0800
Subject: [rt-users] Custom Field values are being deleted
	on	ticket	modification
In-Reply-To: <1261057803.6058.102.camel@maclem-ether.ius.cc>
References: <1260974285.6058.82.camel@maclem-ether.ius.cc>
	<4B2914E0.2000501@lbl.gov>
	<1261057803.6058.102.camel@maclem-ether.ius.cc>
Message-ID: <4B2BAF74.9060001@lbl.gov>

Luis,

Then I am confused. If you have installed RT and are simply trying to 
set values for some Custom Fields before the customer uses RT, then why 
not simply use the "Bulk Update" feature? If you can identify the 
tickets in any way, that would be the way I would do it. I had a 
customer that added 1700 tickets 'en masse. What he did was put 
"bulk-specific" info in the "Subject" field that allowed us to identify 
the records we wanted to "bulk update" with certain CF values. It took a 
little time, but worked like a charm. Sorry that's all the help I can 
provide.

Kenn
LBNL

On 12/17/2009 5:50 AM, Luis E. Mu?oz wrote:
> On Wed, 2009-12-16 at 09:12 -0800, Ken Crocker wrote:
>   
>> I had trouble awhile back with Custom Field values not being set at
>> all 
>> during the execution of a scrip, while all other changes took place 
>> correctly. The cause turned out to be that I had set the stage in the 
>> scrips to "TransactionCreate" instead of "TransactionBatch". Try
>> that. 
>> Remember, you have to turn on "TransactionBatch" in your 
>> RT_SiteConfiguration.pm file and bounce your session.
>>     
>
> Hi Ken, thanks for your suggestion.
>
> I did see your messages when researching the archives before submitting
> my question. However, I'm not sure how to apply this to my scenario. The
> snippet I posted is not running as part of a scrip; This is a stand
> alone script to be run right after a fresh install of RT, to bring it to
> the desired configuration for the customer.
>
> As such, I don't see where a transaction might come in... Any
> enlightenment is appreciated :-)
>
> Best regards.
>
> -lem
>  
>
>   
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From kfcrocker at lbl.gov  Fri Dec 18 11:42:10 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 18 Dec 2009 08:42:10 -0800
Subject: [rt-users] why are Notify actions setting the recipients in
 prepare rather than commit?
In-Reply-To: <539eb5520912171128x1c50feffxfdb1712696acfac5@mail.gmail.com>
References: <539eb5520912171128x1c50feffxfdb1712696acfac5@mail.gmail.com>
Message-ID: <4B2BB0E2.4090100@lbl.gov>

Mathieu,

You are correct. Set your recipients & template in "Prepare". Make sure 
you put a "return 1;" in the "Cleanup" Action.

Kenn
LBNL

On 12/17/2009 11:28 AM, Mathieu Longtin wrote:
> I'm trying to have a scrip that will get the recipients of a ticket 
> from another source, at creation time.
>
> If I assign the recipients in the "action" section of the scrip, they 
> don't receive any email, because the notify action gathers the 
> recipient during prepare.
>
> Should I set the recipients in the "prepare" section and have the 
> action do nothing?
>
> 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 kfcrocker at lbl.gov  Fri Dec 18 11:49:23 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 18 Dec 2009 08:49:23 -0800
Subject: [rt-users] Help
In-Reply-To: <4b2b2319.1701d00a.6997.461b@mx.google.com>
References: <4b2b2319.1701d00a.6997.461b@mx.google.com>
Message-ID: <4B2BB293.7070307@lbl.gov>

Machiel,

Are you allowing customers to create ticket via Email?

What rights have you set Globally?

Are you actually allowing the customer to assign the ticket to someone? 
How do they know who does the work?

What does your workflow look like?

Do you have support groups that do the work on certain types of tickets 
(in other words, do you have Queues designated for specific types of 
tickets/customers?).

What rights have you set for those Queues?

These are just a few of the questions the need answers before I can help.

Kenn
LBNL

On 12/17/2009 10:36 PM, machiel.richards wrote:
>
> Hi all
>
>  
>
>  
>
>                 I am struggling with RT rights.
>
>  
>
>                 We service multiple customers and so I want to create 
> a user for each customer so that they can log into the RT system and 
> log issues and assign accordingly.
>
>                
>
>                 I created a test user with minimal access which are 
> able to create tickets, however the user have access to search for 
> tickets which then displays tickets logged by other customers as well.
>
>  
>
>                 How can I limit the user to either not search but 
> still have access to their own ticket or otherwise only search for 
> their tickets.
>
>  
>
>  
>
> Regards
>
> Machiel
>
>  
>
>  
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From kfcrocker at lbl.gov  Fri Dec 18 11:53:29 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 18 Dec 2009 08:53:29 -0800
Subject: [rt-users] Add condition in template
In-Reply-To: <378a2ec80912172349y691caa15h92b53cefbc461494@mail.gmail.com>
References: <378a2ec80912160257t2a341a51o1baf76e3d44dcb0e@mail.gmail.com>
	<378a2ec80912172349y691caa15h92b53cefbc461494@mail.gmail.com>
Message-ID: <4B2BB389.1050403@lbl.gov>

Samir,

I do something similar to that. Based on the value of a (ticket) Custom 
Field, I assign a ticket owner. This is the code I use:

#----------------------------------------------------------------------------
# Custom action preparation code:
#----------------------------------------------------------------------------
#
# set new values for Due Date from CF Need-by-Date
#

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_date = $ticket->FirstCustomFieldValue('Need-By Date');

# split up the date parts into a temporary array

my @parts = split(/[\/-]/, $cf_date);

# put date parts back together

my $new_date = sprintf("%d-%d-%d", $parts[2], $parts[0], $parts[1]);

# format new date based on RT

my $duedate = RT::Date->new($RT::SystemUser);
$duedate->Set(Format=>'unknown', Value=>$new_date);

#
# set new ticket owner id value
#
#    42 - Chuck
#   148 - UK
#  5125 - Aurora
#  9324 - Steve
# 73886 - Ron
#

my %orgs = qw(
           Budget-Direct   148
           Budget-Indirect 148
           Controller-AP   5125
           Controller-AR   73886
           Controller-GA   148
           Controller-PR   42
           Facilities      42
           Field OPS       42
           OCFO-Other      42
           Procurement     9324
           Property        9324
           SPO             73886
           Travel          5125
           Other           42
          );

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org");
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org'); 
my $ownerid = $orgs{$cfvalue};

# set Ticket Due date & Owner ID

$ticket->SetDue($duedate->ISO);
$ticket->SetOwner($ownerid);

return 1;
#----------------------------------------------------------------------------
# Custom action cleanup code:
#----------------------------------------------------------------------------

return 1;

Obviously, you would not need the "due Date" code. Perhaps you can 
modify this to serve your needs.

Kenn
LBNL

On 12/17/2009 11:49 PM, samir marhoum wrote:
> Can any one help please ?
>
> 2009/12/16 samir marhoum  >
>
>     Hi,
>      
>     I need to send email notification based on a custum field value,
>     ie if a CF value is X send email to john at mail.com
>      if it's Y send to peter at company.org
>     
>      
>     Can you please help me on this ?
>      
>     Best Regards.
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 lem at itverx.com.ve  Fri Dec 18 12:05:32 2009
From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=)
Date: Fri, 18 Dec 2009 12:35:32 -0430
Subject: [rt-users] Custom Field values are being
	deleted	on	ticket	modification
In-Reply-To: <4B2BAF74.9060001@lbl.gov>
References: <1260974285.6058.82.camel@maclem-ether.ius.cc>
	<4B2914E0.2000501@lbl.gov>
	<1261057803.6058.102.camel@maclem-ether.ius.cc>
	<4B2BAF74.9060001@lbl.gov>
Message-ID: <1261155932.6058.146.camel@maclem-ether.ius.cc>

On Fri, 2009-12-18 at 08:36 -0800, Ken Crocker wrote:
> If you have installed RT and are simply trying to set values for some
> Custom Fields before the customer uses RT, then why not simply use the
> "Bulk Update" feature? If you can identify the tickets in any way,
> that would be the way I would do it. I had a customer that added 1700
> tickets 'en masse. What he did was put "bulk-specific" info in the
> "Subject" field that allowed us to identify the records we wanted to
> "bulk update" with certain CF values. It took a little time, but
> worked like a charm. Sorry that's all the help I can provide.

The script is responsible for doing the configuration before shipping to
the customer. (ie, the system contains no tickets / users at that time).
The script is run so that queues, groups, permissions, etc. are set up
automatically and consistently.

I am now trying to add the CF definitions and allowed values for the
comboboxes, so the setup is complete out of the box.

Thanks for your help.

Regards.

-lem

From samir.marhoum at gmail.com  Fri Dec 18 12:34:05 2009
From: samir.marhoum at gmail.com (samir marhoum)
Date: Fri, 18 Dec 2009 17:34:05 +0000
Subject: [rt-users] Add condition in template
In-Reply-To: <4B2BB389.1050403@lbl.gov>
References: <378a2ec80912160257t2a341a51o1baf76e3d44dcb0e@mail.gmail.com>
	<378a2ec80912172349y691caa15h92b53cefbc461494@mail.gmail.com>
	<4B2BB389.1050403@lbl.gov>
Message-ID: <378a2ec80912180934v2a1752c8jf42d6646b010c1ea@mail.gmail.com>

Thanks Ken,

What I want is to put the condition in the template: here is my scrip:

Condition: On ticket creation

Action: Notify Requestor

Template : in the template I want to add a variable Cc based on a custom
field value:

Cc: {'based on custom field value'}

But I don't know the code to use for templates (which is a bit different
from the one used for conditions and actions)
Here is an example of someting similar that works for me, but I can't figure
out how to do it wi CFs:

- Based on the ticket priority, a text is added to the template :
(ex: Critique if priority = 20)

------------------------------------
Priority: {$crit = 'Informatif' if $Ticket->Priority == '99'}{$crit =
'critique' if $Ticket->Priority == '20'}{$crit = 'Majeur' if
$Ticket->Priority == '40'}{$crit = 'Mineur' if $Ticket->Priority ==
'60'}{$crit = 'Oteo' if $Ticket->Priority == '80'}
-------------------------------------
2009/12/18 Ken Crocker 

> Samir,
>
> I do something similar to that. Based on the value of a (ticket) Custom
> Field, I assign a ticket owner. This is the code I use:
>
>
> #----------------------------------------------------------------------------
> # Custom action preparation code:
>
> #----------------------------------------------------------------------------
> #
> # set new values for Due Date from CF Need-by-Date
> #
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> my $cf_date = $ticket->FirstCustomFieldValue('Need-By Date');
>
> # split up the date parts into a temporary array
>
> my @parts = split(/[\/-]/, $cf_date);
>
> # put date parts back together
>
> my $new_date = sprintf("%d-%d-%d", $parts[2], $parts[0], $parts[1]);
>
> # format new date based on RT
>
> my $duedate = RT::Date->new($RT::SystemUser);
> $duedate->Set(Format=>'unknown', Value=>$new_date);
>
> #
> # set new ticket owner id value
> #
> #    42 - Chuck
> #   148 - UK
> #  5125 - Aurora
> #  9324 - Steve
> # 73886 - Ron
> #
>
> my %orgs = qw(
>            Budget-Direct   148
>            Budget-Indirect 148
>            Controller-AP   5125
>            Controller-AR   73886
>            Controller-GA   148
>            Controller-PR   42
>            Facilities      42
>            Field OPS       42
>            OCFO-Other      42
>            Procurement     9324
>            Property        9324
>            SPO             73886
>            Travel          5125
>            Other           42
>           );
>
> my $cf = new RT::CustomField($RT::SystemUser);
> $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org");
> return 0 unless $cf->id;
> my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org');
> my $ownerid = $orgs{$cfvalue};
>
> # set Ticket Due date & Owner ID
>
> $ticket->SetDue($duedate->ISO);
> $ticket->SetOwner($ownerid);
>
> return 1;
>
> #----------------------------------------------------------------------------
> # Custom action cleanup code:
>
> #----------------------------------------------------------------------------
>
> return 1;
>
> Obviously, you would not need the "due Date" code. Perhaps you can modify
> this to serve your needs.
>
> Kenn
> LBNL
>
>
> On 12/17/2009 11:49 PM, samir marhoum wrote:
>
>   Can any one help please ?
>
> 2009/12/16 samir marhoum 
>
>>  Hi,
>>
>> I need to send email notification based on a custum field value, ie if a
>> CF value is X send email to john at mail.com if it's Y send to
>> peter at company.org
>>
>> Can you please help me on this ?
>>
>> Best Regards.
>>
>
> ------------------------------
>
> _______________________________________________http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
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From jesse at bestpractical.com  Fri Dec 18 15:29:18 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 18 Dec 2009 15:29:18 -0500
Subject: [rt-users] RT 3.2.1 customfield search does not work !!!
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B7415A45C8C8@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B7415A45C8C8@chexchange.autoform.com>
Message-ID: <20091218202918.GB31583@bestpractical.com>

On Fri 18.Dec'09 at  9:06:55 +0100, Tariq Doukkali wrote:
> Hi Jesse,
> 
> on a current version of RT customfield search works fine. But the problem is,
> that we made a lot of customization on 3.2.1 version, therefore an upgrade will
> be very time-consuming and expensive.

While there may be some kind soul on the list who can help you out,
that's the sort of request I can only manage as part of a support
contract.  Ping me off-list if you'd like me to put you in touch with
someone to get such a contract set up.

Best,
Jesse

From jesse at bestpractical.com  Fri Dec 18 15:30:23 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 18 Dec 2009 15:30:23 -0500
Subject: [rt-users] UpdateCc, clickable addresses bug?
In-Reply-To: 
References: 
	<20091217143701.GB14627@bestpractical.com>

Message-ID: <20091218203023.GC31583@bestpractical.com>

Bekeny,

Could you do me the favor of resending as a unified diff? (diff -u)

Thanks!

On Thu 17.Dec'09 at 23:24:11 +0100, B?LINT Bek?ny wrote:
> Hi Jesse,
> 
> 
> I attached a patch for 3.8.6.
> I'm not sure it is the best solution for this problem but it seems a working
> one.
> Hope I helped.
> 
> 
> Best regards,
> --
> Bekeny
> 
> 
> 2009/12/17 Jesse Vincent 
> 
> 
> 
> 
>     On Thu 17.Dec'09 at 13:43:41 +0100, BALINT Bekeny wrote:
>     > Hi List,
>     >
>     >
>     > I have the following problem in 3.8.6 (sorry I can't try it on 3.8.7
>     now).
>     > If I have a header line in an email like this (or in Cc field):
>     >
>     > To: "'Foo Bar'" 
>     > of
>     > To: 'Foo2 Bar2' 
>     >
>     > on the Update.html page (UpdateCc component) RT generates the code:
>     >
>     > [...]
>     >
>     > It seems that ' disturbs the generated JavaScript code.
>     > Is it a known issue?
> 
>     I didn't know about it.
> 
>     > Or a Bug?
> 
>     It sure looks like a bug. Will you open a ticket? A patch would be much
>     appreciated if you or anyone else is up to it.
> 
>     > Or a Feature?
> 
>     It's definitely not one of these.
> 
>     -Jesse
> 
>     -----BEGIN PGP SIGNATURE-----
>     Version: GnuPG v1.4.9 (GNU/Linux)
> 
>     iEYEARECAAYFAksqQg0ACgkQEi9d9xCOQEbYEACeN5Wphc16WbGraqy9ayXsPeVt
>     uHYAn1I2sS4AHEqkKNeK4uY+TZRwgjao
>     =N12W
>     -----END PGP SIGNATURE-----
> 
> 
> 

> *** share/html/Ticket/Elements/UpdateCc	Mon Nov 23 23:11:39 2009
> --- local/html/Ticket/Elements/UpdateCc	Thu Dec 17 23:14:00 2009
> ***************
> *** 55,61 ****
>   id="UpdateCc-<%$addr%>" 
>   name="UpdateCc-<%$addr%>" 
>       type="checkbox" 
> !     onClick="checkboxToInput('UpdateCc', 'UpdateCc-<%$addr%>','<%$txn_addresses{$addr}->format%>' ); $(UpdateIgnoreAddressCheckboxes).value=1"  
>       <% $ARGS{'UpdateCc-'.$addr} ? 'checked="checked"' : ''%> > <& /Elements/ShowUser, Address => $txn_addresses{$addr}&>
>   %}
>   
> --- 55,63 ----
>   id="UpdateCc-<%$addr%>" 
>   name="UpdateCc-<%$addr%>" 
>       type="checkbox" 
> ! % my $clean_addr = $txn_addresses{$addr}->format;
> ! % $clean_addr =~ s/'//g;
> !     onClick="checkboxToInput('UpdateCc', 'UpdateCc-<%$addr%>','<%$clean_addr%>' ); $(UpdateIgnoreAddressCheckboxes).value=1"  
>       <% $ARGS{'UpdateCc-'.$addr} ? 'checked="checked"' : ''%> > <& /Elements/ShowUser, Address => $txn_addresses{$addr}&>
>   %}
>   
> ***************
> *** 66,72 ****
>       id="UpdateBcc-<%$addr%>"
>       name="UpdateBcc-<%$addr%>"
>       type="checkbox" 
> !     onClick="checkboxToInput('UpdateBcc', 'UpdateBcc-<%$addr%>','<%$txn_addresses{$addr}->format%>' ); $(UpdateIgnoreAddressCheckboxes).value=1" 
>           <% $ARGS{'UpdateBcc-'.$addr} ? 'checked="checked"' : ''%>> 
>   <& /Elements/ShowUser, Address => $txn_addresses{$addr}&>
>   %}
> --- 68,76 ----
>       id="UpdateBcc-<%$addr%>"
>       name="UpdateBcc-<%$addr%>"
>       type="checkbox" 
> ! % my $clean_addr = $txn_addresses{$addr}->format;
> ! % $clean_addr =~ s/'//g;
> !     onClick="checkboxToInput('UpdateBcc', 'UpdateBcc-<%$addr%>','<%$clean_addr%>' ); $(UpdateIgnoreAddressCheckboxes).value=1" 
>           <% $ARGS{'UpdateBcc-'.$addr} ? 'checked="checked"' : ''%>> 
>   <& /Elements/ShowUser, Address => $txn_addresses{$addr}&>
>   %}

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From kfcrocker at lbl.gov  Fri Dec 18 16:14:27 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 18 Dec 2009 13:14:27 -0800
Subject: [rt-users] 3.8.6 install problem/question
Message-ID: <4B2BF0B3.4080208@lbl.gov>

To list,

I'm in the middle of installing 3.8.6 on a Linux environment. Based on 
what I read from the README, I didn't think I needed to install 
QuickDelete or ICal and that installing RT::Calendar would take care of 
all my basic Calendar needs. This doesn't seem to be the case.  During 
the "make upgrade" process (to upgrade my Oracle DataBase), I ran into 
errors that said it couldn't find any of those files. So I downloaded 
and installed QuickCreate & ICal. No problem. Continuing with the :make 
upgrade" for my DataBase I then get this:

Proceed [y/N]:y
Processing 3.7.1
[Fri Dec 18 20:52:27 2009] [crit]: Can't locate RT/FM.pm in @INC (@INC 
contains: /opt/rt3/rt-3.8.6/sbin/../local/lib 
/opt/rt3/rt-3.8.6/sbin/../lib 
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl 
/usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at 
/opt/rt3/rt-3.8.6/sbin/../lib/RT.pm line 627,  line 4. 
(/opt/rt3/rt-3.8.6/sbin/../lib/RT.pm:377)
Can't locate RT/FM.pm in @INC (@INC contains: 
/opt/rt3/rt-3.8.6/sbin/../local/lib /opt/rt3/rt-3.8.6/sbin/../lib 
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl 
/usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at 
/opt/rt3/rt-3.8.6/sbin/../lib/RT.pm line 627,  line 4.
[rt at redsea rt3]$
[rt at redsea rt3]$ find /opt/rt3 -name FM.pm
[rt at redsea rt3]$ find /usr/lib/perl5 -name FM.pm

What is FM? Why is it not part of the general 3.8.6 install?
I was under the impression that anything in RT that was NOT part of an 
option/plugin would be part of the basic "make install" process for 3.8.6.

Also, somewhere in the process, I may even have the directories wrong.
I thought that my basic pathway was supposed to be /opt/rt3/rt-x.x.x. 
All install software (tar and otherwise) in something else (like 
/opt/rt3/src) and run all the installs from there. Is that correct?

SO, now my three basic questions are:
1) where (directory path) am I supposed to run installs from? &
2) Where is everything supposed to e installed INTO? &
3) What modules do I have to install OTHER than the basic 3.8.6 install 
in order to actually run 3.8.6 without any other extensions?

Help here would be extremely appreciated. Thank you in advance.

Kenn
LBNL

From zachb at oxfordsuites.com  Fri Dec 18 16:22:03 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Fri, 18 Dec 2009 13:22:03 -0800
Subject: [rt-users] Update Ticket Returns: Internet Explorer cannot display
	the webpage
In-Reply-To: <4B2BF0B3.4080208@lbl.gov>
References: <4B2BF0B3.4080208@lbl.gov>
Message-ID: <404CE0AD673D4152BA887527EA0FDCEE@oxfhqit>

When I comment on a ticket in RT 3.8.7, then hit the Update Ticket button,
the browser displays " Internet Explorer cannot display the webpage". I then
have to hit the back button to get back into RT. The update does stick to
the database.

What is the fix for this???

From falcone at bestpractical.com  Fri Dec 18 16:37:56 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 18 Dec 2009 16:37:56 -0500
Subject: [rt-users] 3.8.6 install problem/question
In-Reply-To: <4B2BF0B3.4080208@lbl.gov>
References: <4B2BF0B3.4080208@lbl.gov>
Message-ID: <20091218213756.GH867@jibsheet.com>

On Fri, Dec 18, 2009 at 01:14:27PM -0800, Ken Crocker wrote:
> I'm in the middle of installing 3.8.6 on a Linux environment. Based on 
> what I read from the README, I didn't think I needed to install 
> QuickDelete or ICal and that installing RT::Calendar would take care of 
> all my basic Calendar needs. This doesn't seem to be the case.  During 
> the "make upgrade" process (to upgrade my Oracle DataBase), I ran into 
> errors that said it couldn't find any of those files. So I downloaded 
> and installed QuickCreate & ICal. No problem. Continuing with the :make 
> upgrade" for my DataBase I then get this:

Go find your @Plugins line in RT_SiteConfig.pm and remove the modules
that you have not installed.

No plugins ship with RT

If you did not install it into /opt/rt3/rt-3.8.6/local/plugins then
you cannot enable it

-kevin

> Proceed [y/N]:y
> Processing 3.7.1
> [Fri Dec 18 20:52:27 2009] [crit]: Can't locate RT/FM.pm in @INC (@INC 
> contains: /opt/rt3/rt-3.8.6/sbin/../local/lib 
> /opt/rt3/rt-3.8.6/sbin/../lib 
> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl 
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl 
> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at 
> /opt/rt3/rt-3.8.6/sbin/../lib/RT.pm line 627,  line 4. 
> (/opt/rt3/rt-3.8.6/sbin/../lib/RT.pm:377)
> Can't locate RT/FM.pm in @INC (@INC contains: 
> /opt/rt3/rt-3.8.6/sbin/../local/lib /opt/rt3/rt-3.8.6/sbin/../lib 
> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl 
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl 
> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at 
> /opt/rt3/rt-3.8.6/sbin/../lib/RT.pm line 627,  line 4.
> [rt at redsea rt3]$
> [rt at redsea rt3]$ find /opt/rt3 -name FM.pm
> [rt at redsea rt3]$ find /usr/lib/perl5 -name FM.pm
> 
> What is FM? Why is it not part of the general 3.8.6 install?
> I was under the impression that anything in RT that was NOT part of an 
> option/plugin would be part of the basic "make install" process for 3.8.6.
> 
> Also, somewhere in the process, I may even have the directories wrong.
> I thought that my basic pathway was supposed to be /opt/rt3/rt-x.x.x. 
> All install software (tar and otherwise) in something else (like 
> /opt/rt3/src) and run all the installs from there. Is that correct?
> 
> SO, now my three basic questions are:
> 1) where (directory path) am I supposed to run installs from? &
> 2) Where is everything supposed to e installed INTO? &
> 3) What modules do I have to install OTHER than the basic 3.8.6 install 
> in order to actually run 3.8.6 without any other extensions?
> 
> Help here would be extremely appreciated. Thank you in advance.
> 
> Kenn
> LBNL
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
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From kfcrocker at lbl.gov  Fri Dec 18 16:55:28 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 18 Dec 2009 13:55:28 -0800
Subject: [rt-users] 3.8.6 install problem/question
In-Reply-To: <20091218213756.GH867@jibsheet.com>
References: <4B2BF0B3.4080208@lbl.gov> <20091218213756.GH867@jibsheet.com>
Message-ID: <4B2BFA50.5000509@lbl.gov>

Kevin,

Thaks. I'll check it out.

Kenn
LBNL

On 12/18/2009 1:37 PM, Kevin Falcone wrote:
> On Fri, Dec 18, 2009 at 01:14:27PM -0800, Ken Crocker wrote:
>   
>> I'm in the middle of installing 3.8.6 on a Linux environment. Based on 
>> what I read from the README, I didn't think I needed to install 
>> QuickDelete or ICal and that installing RT::Calendar would take care of 
>> all my basic Calendar needs. This doesn't seem to be the case.  During 
>> the "make upgrade" process (to upgrade my Oracle DataBase), I ran into 
>> errors that said it couldn't find any of those files. So I downloaded 
>> and installed QuickCreate & ICal. No problem. Continuing with the :make 
>> upgrade" for my DataBase I then get this:
>>     
>
> Go find your @Plugins line in RT_SiteConfig.pm and remove the modules
> that you have not installed.
>
> No plugins ship with RT
>
> If you did not install it into /opt/rt3/rt-3.8.6/local/plugins then
> you cannot enable it
>
> -kevin
>
>   
>> Proceed [y/N]:y
>> Processing 3.7.1
>> [Fri Dec 18 20:52:27 2009] [crit]: Can't locate RT/FM.pm in @INC (@INC 
>> contains: /opt/rt3/rt-3.8.6/sbin/../local/lib 
>> /opt/rt3/rt-3.8.6/sbin/../lib 
>> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl 
>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl 
>> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at 
>> /opt/rt3/rt-3.8.6/sbin/../lib/RT.pm line 627,  line 4. 
>> (/opt/rt3/rt-3.8.6/sbin/../lib/RT.pm:377)
>> Can't locate RT/FM.pm in @INC (@INC contains: 
>> /opt/rt3/rt-3.8.6/sbin/../local/lib /opt/rt3/rt-3.8.6/sbin/../lib 
>> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl 
>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl 
>> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at 
>> /opt/rt3/rt-3.8.6/sbin/../lib/RT.pm line 627,  line 4.
>> [rt at redsea rt3]$
>> [rt at redsea rt3]$ find /opt/rt3 -name FM.pm
>> [rt at redsea rt3]$ find /usr/lib/perl5 -name FM.pm
>>
>> What is FM? Why is it not part of the general 3.8.6 install?
>> I was under the impression that anything in RT that was NOT part of an 
>> option/plugin would be part of the basic "make install" process for 3.8.6.
>>
>> Also, somewhere in the process, I may even have the directories wrong.
>> I thought that my basic pathway was supposed to be /opt/rt3/rt-x.x.x. 
>> All install software (tar and otherwise) in something else (like 
>> /opt/rt3/src) and run all the installs from there. Is that correct?
>>
>> SO, now my three basic questions are:
>> 1) where (directory path) am I supposed to run installs from? &
>> 2) Where is everything supposed to e installed INTO? &
>> 3) What modules do I have to install OTHER than the basic 3.8.6 install 
>> in order to actually run 3.8.6 without any other extensions?
>>
>> Help here would be extremely appreciated. Thank you in advance.
>>
>> Kenn
>> LBNL
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 zachb at oxfordsuites.com  Fri Dec 18 17:04:21 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Fri, 18 Dec 2009 14:04:21 -0800
Subject: [rt-users] FreeBSD Install = Error code 1
Message-ID: <7C3713B5F32A4A5DAB2F6588BB5EF91E@oxfhqit>

Trying to install on FreeBSD 8. Can't get past this. What is wrong here:

freebsd8# pwd

/usr/ports/www/rt38

freebsd8# make clean install

rt-3.8.4_1: "/usr/ports/devel/p5-String-ShellQuote" non-existent --
dependency list incomplete

===>  Cleaning for rt-3.8.4_1

===>  rt-3.8.4_1 options WITH_MODPERL and WITH_MODPERL2 are mutually
exclusive.

*** Error code 1

Stop in /usr/ports/www/rt38.

freebsd8#

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From Christopher.Epp at gov.bc.ca  Fri Dec 18 17:02:51 2009
From: Christopher.Epp at gov.bc.ca (Epp, Christopher CLBC:EX)
Date: Fri, 18 Dec 2009 14:02:51 -0800
Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has
	columnheaders/data mixed up. Bug?
References: 

Message-ID: 

Would anyone that has 3.8.7 installed that also uses custom fields, be willing to use the spreadsheet extract when viewing a queue and let me know if the Custom Field headers match up with their respective data? I'd like to figure out of there is an issue with my installation, or if it is a bug that I should report.

Any help would be greatly appreciated.

From rob.macgregor at gmail.com  Fri Dec 18 17:44:44 2009
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Fri, 18 Dec 2009 22:44:44 +0000
Subject: [rt-users] FreeBSD Install = Error code 1
In-Reply-To: <7C3713B5F32A4A5DAB2F6588BB5EF91E@oxfhqit>
References: <7C3713B5F32A4A5DAB2F6588BB5EF91E@oxfhqit>
Message-ID: <43ea8d070912181444k1ab6865cob63b6a4a1ccf7149@mail.gmail.com>

On Fri, Dec 18, 2009 at 22:04, Zach Boettner  wrote:
> Trying to install on FreeBSD 8. Can?t get past this. What is wrong here:
>
> freebsd8# pwd
>
> /usr/ports/www/rt38
>
> freebsd8# make clean install
>
> rt-3.8.4_1: "/usr/ports/devel/p5-String-ShellQuote" non-existent --
> dependency list incomplete
>
> ===>? Cleaning for rt-3.8.4_1
>
> ===>? rt-3.8.4_1 options WITH_MODPERL and WITH_MODPERL2 are mutually
> exclusive.
>
> *** Error code 1

Your ports tree is out of date - 3.8.6 is the current version, as of
the 9th of December.  Update your ports and try again.  The handbook
details how to do that:
http://www.freebsd.org/doc/en_US.ISO8859-1/books/handbook/updating-upgrading-portsnap.html

-- 
                 Please keep list traffic on the list.

Rob MacGregor
      Whoever fights monsters should see to it that in the process he
        doesn't become a monster.                  Friedrich Nietzsche

From matt at corp.spry.com  Fri Dec 18 18:15:36 2009
From: matt at corp.spry.com (Matt Simerson)
Date: Fri, 18 Dec 2009 15:15:36 -0800
Subject: [rt-users] FreeBSD Install = Error code 1
In-Reply-To: <7C3713B5F32A4A5DAB2F6588BB5EF91E@oxfhqit>
References: <7C3713B5F32A4A5DAB2F6588BB5EF91E@oxfhqit>
Message-ID: <929101A3-218B-41FD-8B0B-AA2D36013F24@spry.com>

On Dec 18, 2009, at 2:04 PM, Zach Boettner wrote:

> Trying to install on FreeBSD 8. Can?t get past this. What is wrong  
> here:
>
> freebsd8# pwd
> /usr/ports/www/rt38
> freebsd8# make clean install
> rt-3.8.4_1: "/usr/ports/devel/p5-String-ShellQuote" non-existent --  
> dependency list incomplete
> ===>  Cleaning for rt-3.8.4_1
> ===>  rt-3.8.4_1 options WITH_MODPERL and WITH_MODPERL2 are mutually  
> exclusive.
> *** Error code 1
>
> Stop in /usr/ports/www/rt38.
> freebsd8#

It looks like you chose the MODPERL and MODPERL2 options, which, as  
the error message says, are mutually exclusive.  Fix it like this:

cd /usr/ports/www/rt38
make config

In the resulting menu, choose either WITH_MODPERL or WITH_MODPERL2,  
but not both. Choose based on which version of mod_perl you have  
installed.  On a new install, you should certainly be using v2.

Matt
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From zachb at oxfordsuites.com  Fri Dec 18 19:37:05 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Fri, 18 Dec 2009 16:37:05 -0800
Subject: [rt-users] More: Error code 1 (RT Install on FreeBSD 8)
Message-ID: <763CCDDB646F4A3B8906CD5B57505480@oxfhqit>

Two questions:

Why am I not seeing an rt directory under /usr/local/www/ ? And why is my
make clean install returning 'Error code 1' errors at the end of the
following??...

===========================

freebsd8# cd /usr/ports/www/rt38

freebsd8# make clean install

===>  Cleaning for p5-Encode-2.39

===>  Cleaning for p5-Class-ReturnValue-0.55

===>  Cleaning for p5-Text-Quoted-2.05

===>  Cleaning for p5-CSS-Squish-0.08

===>  Cleaning for p5-Module-Versions-Report-1.06

===>  Cleaning for p5-Devel-StackTrace-1.22

===>  Cleaning for p5-File-Temp-0.22

===>  Cleaning for p5-Tree-Simple-1.18

===>  Cleaning for p5-HTML-Scrubber-0.08

===>  Cleaning for p5-DBIx-SearchBuilder-1.56

===>  Cleaning for p5-Mail-Tools-2.04

===>  Cleaning for p5-File-ShareDir-1.01

===>  Cleaning for p5-Cache-Simple-TimedExpiry-0.27

===>  Cleaning for p5-Log-Dispatch-2.26

===>  Cleaning for p5-HTML-Parser-3.64

===>  Cleaning for p5-Text-Autoformat-1.666.0

===>  Cleaning for p5-Test-Simple-0.94

===>  Cleaning for p5-Test-LongString-0.11

===>  Cleaning for p5-Module-Build-0.35

===>  Cleaning for p5-XML-Parser-2.36_1

===>  Cleaning for p5-Want-0.18

===>  Cleaning for p5-capitalization-0.03

===>  Cleaning for p5-DBIx-DBSchema-0.36

===>  Cleaning for p5-Class-Accessor-0.34

===>  Cleaning for p5-Clone-0.31

===>  Cleaning for p5-Class-Inspector-1.24

===>  Cleaning for p5-Params-Util-1.00

===>  Cleaning for p5-Params-Validate-0.93

===>  Cleaning for p5-HTML-Tagset-3.20

===>  Cleaning for p5-version-0.78

===>  Cleaning for p5-Text-Reform-1.20

===>  Cleaning for p5-YAML-0.70

===>  Cleaning for p5-ExtUtils-CBuilder-0.27,1

===>  Cleaning for p5-ExtUtils-ParseXS-2.21

===>  Cleaning for p5-Devel-Symdump-2.0800

===>  Cleaning for p5-FreezeThaw-0.45

===>  Cleaning for rt-3.8.6

===>  Found saved configuration for rt-3.8.6

      DB_TYPE=type                    mysql, Oracle, Pg or SQLite (mysql)

      DB_HOST=hostname                The database host (localhost)

      DB_PORT=port                    The database port

      DB_DATABASE=dbname              The database name (rt3)

      DB_DBA_USER=username            Name of database administrator (root)

      DB_DBA_PASSWORD=password        Password of database administrator

      DB_USER=username                Name of database user for RT (rt_user)

      DB_PASSWORD=password            Name of database password for RT
(rt_pass)

===>  Extracting for rt-3.8.6

=> MD5 Checksum OK for rt-3.8.6.tar.gz.

=> SHA256 Checksum OK for rt-3.8.6.tar.gz.

===>   rt-3.8.6 depends on file: /usr/local/bin/perl5.8.9 - found

===>  Patching for rt-3.8.6

===>   rt-3.8.6 depends on file: /usr/local/bin/perl5.8.9 - found

===>  Applying FreeBSD patches for rt-3.8.6

===>   rt-3.8.6 depends on package: p5-Encode>=2.13 - found

===>   rt-3.8.6 depends on package: p5-Class-ReturnValue>=0.55 - found

===>   rt-3.8.6 depends on package: p5-Text-Quoted>=2.05 - found

===>   rt-3.8.6 depends on package: p5-CSS-Squish>=0.07 - found

===>   rt-3.8.6 depends on package: p5-Module-Versions-Report>=1.05 - found

===>   rt-3.8.6 depends on package: p5-Devel-StackTrace>=1.19 - found

===>   rt-3.8.6 depends on package: p5-Digest-MD5>=2.27 - found

===>   rt-3.8.6 depends on package: p5-File-Temp>=0.18 - found

===>   rt-3.8.6 depends on package: p5-Tree-Simple>=1.04 - found

===>   rt-3.8.6 depends on package: p5-HTML-Scrubber>=0.08 - found

===>   rt-3.8.6 depends on package: p5-DBIx-SearchBuilder>=1.53 - found

===>   rt-3.8.6 depends on package: p5-Mail-Tools>=1.57 - found

===>   rt-3.8.6 depends on package: p5-File-ShareDir>=1.00 - found

===>   rt-3.8.6 depends on package: p5-Cache-Simple-TimedExpiry>=0.27 -
found

===>   rt-3.8.6 depends on file:
/usr/local/lib/perl5/site_perl/5.8.9/Log/Dispatch.pm - not found

===>    Verifying install for
/usr/local/lib/perl5/site_perl/5.8.9/Log/Dispatch.pm in
/usr/ports/devel/p5-Log-Dispatch

===>  Found saved configuration for p5-Log-Dispatch-2.26

===>  Extracting for p5-Log-Dispatch-2.26

=> MD5 Checksum OK for Log-Dispatch-2.26.tar.gz.

=> SHA256 Checksum OK for Log-Dispatch-2.26.tar.gz.

===>   p5-Log-Dispatch-2.26 depends on file: /usr/local/bin/perl5.8.9 -
found

===>  Patching for p5-Log-Dispatch-2.26

===>   p5-Log-Dispatch-2.26 depends on file: /usr/local/bin/perl5.8.9 -
found

===>   p5-Log-Dispatch-2.26 depends on package: p5-Params-Validate>=0.15 -
found

===>   p5-Log-Dispatch-2.26 depends on file:
/usr/local/libexec/apache/libperl.so - not found

===>    Verifying install for /usr/local/libexec/apache/libperl.so in
/usr/ports/www/mod_perl

===>  mod_perl-1.31_1 : Error from bsd.apache.mk. apache22 is installed (or
APACHE_PORT is defined) and port requires 1.3.

*** Error code 1

Stop in /usr/ports/www/mod_perl.

*** Error code 1

Stop in /usr/ports/devel/p5-Log-Dispatch.

*** Error code 1

Stop in /usr/ports/devel/p5-Log-Dispatch.

*** Error code 1

Stop in /usr/ports/www/rt38.

*** Error code 1

Stop in /usr/ports/www/rt38.

freebsd8#

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From m.seaman at infracaninophile.co.uk  Sat Dec 19 02:48:00 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Sat, 19 Dec 2009 07:48:00 +0000
Subject: [rt-users] More: Error code 1 (RT Install on FreeBSD 8)
In-Reply-To: <763CCDDB646F4A3B8906CD5B57505480@oxfhqit>
References: <763CCDDB646F4A3B8906CD5B57505480@oxfhqit>
Message-ID: <4B2C8530.1050209@infracaninophile.co.uk>

Zach Boettner wrote:
> Two questions:
> 
> Why am I not seeing an rt directory under /usr/local/www/ ? And why is my
> make clean install returning 'Error code 1' errors at the end of the
> following??...

Because your attempt to install hasn't got to anywhere near complete yet. 
Creating the directories the RT installs into is actually one of the last things
that happens in the process.

> ===>    Verifying install for /usr/local/libexec/apache/libperl.so in
> /usr/ports/www/mod_perl
> 
> ===>  mod_perl-1.31_1 : Error from bsd.apache.mk. apache22 is installed (or
> APACHE_PORT is defined) and port requires 1.3.
> 
> *** Error code 1
> 
>  
> 
> Stop in /usr/ports/www/mod_perl.
> 
> *** Error code 1

You've apparently said "MODPERL=yes" in the Options dialogue when you have
www/apache22 already installed. That's unfortunately wrong.  You need to say "MODPERL2=yes" and "MODPERL=no" to work with www/apache22.  The mod_perl ports
are specific for the different apache versions.

You can smooth things over somewhat by putting the following snippet into 
/etc/make.conf -- all this does is hint to the ports what your default choices
should be:

WITH_APACHE2=           yes
APACHE_PORT=            www/apache22
WITH_MODPERL2=          yes

However you will still need to re-run 'make config' in /usr/ports/www/rt38 to
correct settings you made previously.

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From JoopvandeWege at mococo.nl  Sat Dec 19 05:29:01 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Sat, 19 Dec 2009 11:29:01 +0100
Subject: [rt-users] 3.8.6 install problem/question
In-Reply-To: <4B2BF0B3.4080208@lbl.gov>
References: <4B2BF0B3.4080208@lbl.gov>
Message-ID: <4B2CAAED.4090001@mococo.nl>

Hi Kenn

just a quickie
> SO, now my three basic questions are:
> 1) where (directory path) am I supposed to run installs from? &
> 2) Where is everything supposed to e installed INTO? &
> 3) What modules do I have to install OTHER than the basic 3.8.6 install 
> in order to actually run 3.8.6 without any other extensions?
>   
4) don't install 3.8.6 in combination with Oracle.
There is a bug in 3.8.6 and hierarchical custom field which is fixed in 
3.8.7.

I'll have a look at 1-3 later today time permitting

Regards,

Joop

From balint.bekeny at docca.hu  Sat Dec 19 06:15:12 2009
From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=)
Date: Sat, 19 Dec 2009 12:15:12 +0100
Subject: [rt-users] UpdateCc, clickable addresses bug?
In-Reply-To: <20091218203023.GC31583@bestpractical.com>
References: 
	<20091217143701.GB14627@bestpractical.com>

	<20091218203023.GC31583@bestpractical.com>
Message-ID: 

Of course.

--
Bek?ny

2009/12/18 Jesse Vincent 

>
>
> Bekeny,
>
> Could you do me the favor of resending as a unified diff? (diff -u)
>
> Thanks!
>
> On Thu 17.Dec'09 at 23:24:11 +0100, B?LINT Bek?ny wrote:
> > Hi Jesse,
> >
> >
> > I attached a patch for 3.8.6.
> > I'm not sure it is the best solution for this problem but it seems a
> working
> > one.
> > Hope I helped.
> >
> >
> > Best regards,
> > --
> > Bekeny
> >
> >
> > 2009/12/17 Jesse Vincent 
> >
> >
> >
> >
> >     On Thu 17.Dec'09 at 13:43:41 +0100, BALINT Bekeny wrote:
> >     > Hi List,
> >     >
> >     >
> >     > I have the following problem in 3.8.6 (sorry I can't try it on
> 3.8.7
> >     now).
> >     > If I have a header line in an email like this (or in Cc field):
> >     >
> >     > To: "'Foo Bar'" 
> >     > of
> >     > To: 'Foo2 Bar2' 
> >     >
> >     > on the Update.html page (UpdateCc component) RT generates the code:
> >     >
> >     > [...]
> >     >
> >     > It seems that ' disturbs the generated JavaScript code.
> >     > Is it a known issue?
> >
> >     I didn't know about it.
> >
> >     > Or a Bug?
> >
> >     It sure looks like a bug. Will you open a ticket? A patch would be
> much
> >     appreciated if you or anyone else is up to it.
> >
> >     > Or a Feature?
> >
> >     It's definitely not one of these.
> >
> >     -Jesse
> >
> >     -----BEGIN PGP SIGNATURE-----
> >     Version: GnuPG v1.4.9 (GNU/Linux)
> >
> >     iEYEARECAAYFAksqQg0ACgkQEi9d9xCOQEbYEACeN5Wphc16WbGraqy9ayXsPeVt
> >     uHYAn1I2sS4AHEqkKNeK4uY+TZRwgjao
> >     =N12W
> >     -----END PGP SIGNATURE-----
> >
> >
> >
>
> > *** share/html/Ticket/Elements/UpdateCc       Mon Nov 23 23:11:39 2009
> > --- local/html/Ticket/Elements/UpdateCc       Thu Dec 17 23:14:00 2009
> > ***************
> > *** 55,61 ****
> >   id="UpdateCc-<%$addr%>"
> >   name="UpdateCc-<%$addr%>"
> >       type="checkbox"
> > !     onClick="checkboxToInput('UpdateCc',
> 'UpdateCc-<%$addr%>','<%$txn_addresses{$addr}->format%>' );
> $(UpdateIgnoreAddressCheckboxes).value=1"
> >       <% $ARGS{'UpdateCc-'.$addr} ? 'checked="checked"' : ''%> > <&
> /Elements/ShowUser, Address => $txn_addresses{$addr}&>
> >   %}
> >   
> > --- 55,63 ----
> >   id="UpdateCc-<%$addr%>"
> >   name="UpdateCc-<%$addr%>"
> >       type="checkbox"
> > ! % my $clean_addr = $txn_addresses{$addr}->format;
> > ! % $clean_addr =~ s/'//g;
> > !     onClick="checkboxToInput('UpdateCc',
> 'UpdateCc-<%$addr%>','<%$clean_addr%>' );
> $(UpdateIgnoreAddressCheckboxes).value=1"
> >       <% $ARGS{'UpdateCc-'.$addr} ? 'checked="checked"' : ''%> > <&
> /Elements/ShowUser, Address => $txn_addresses{$addr}&>
> >   %}
> >   
> > ***************
> > *** 66,72 ****
> >       id="UpdateBcc-<%$addr%>"
> >       name="UpdateBcc-<%$addr%>"
> >       type="checkbox"
> > !     onClick="checkboxToInput('UpdateBcc',
> 'UpdateBcc-<%$addr%>','<%$txn_addresses{$addr}->format%>' );
> $(UpdateIgnoreAddressCheckboxes).value=1"
> >           <% $ARGS{'UpdateBcc-'.$addr} ? 'checked="checked"' : ''%>>
> >   <& /Elements/ShowUser, Address => $txn_addresses{$addr}&>
> >   %}
> > --- 68,76 ----
> >       id="UpdateBcc-<%$addr%>"
> >       name="UpdateBcc-<%$addr%>"
> >       type="checkbox"
> > ! % my $clean_addr = $txn_addresses{$addr}->format;
> > ! % $clean_addr =~ s/'//g;
> > !     onClick="checkboxToInput('UpdateBcc',
> 'UpdateBcc-<%$addr%>','<%$clean_addr%>' );
> $(UpdateIgnoreAddressCheckboxes).value=1"
> >           <% $ARGS{'UpdateBcc-'.$addr} ? 'checked="checked"' : ''%>>
> >   <& /Elements/ShowUser, Address => $txn_addresses{$addr}&>
> >   %}
>
>
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.9 (GNU/Linux)
>
> iEYEARECAAYFAksr5l8ACgkQEi9d9xCOQEY0cQCgooq/46j4HCDwE5miUkMto6nv
> DZgAoLU0rQvdttmcTwYHw8RRf5xvr1b+
> =PnES
> -----END PGP SIGNATURE-----
>
>
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From master_shiv at hotmail.com  Sun Dec 20 04:50:36 2009
From: master_shiv at hotmail.com (Shiv .)
Date: Sun, 20 Dec 2009 05:50:36 -0400
Subject: [rt-users] requesting to download file
Message-ID: 

hi,

After upgrading from RT 3.8.6 to 3.8.7
Everything works fine.

I upgrade CentOS using Yum and upgrade form 5.3 to 5.4
When starting Apache, it complains of old version of File::Temp and upgrade it to 0.22.

However, Apache starting fine, but when I browse to rt website, it popping up a download dialog box.

Any Ideas ???

Thanks
Shiv

_________________________________________________________________
Windows Live: Keep your friends up to date with what you do online.
http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_1:092010
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From rob.macgregor at gmail.com  Sun Dec 20 05:37:13 2009
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Sun, 20 Dec 2009 10:37:13 +0000
Subject: [rt-users] requesting to download file
In-Reply-To: 
References: 
Message-ID: <43ea8d070912200237sc3de259m819a7d463f56d24c@mail.gmail.com>

On Sun, Dec 20, 2009 at 09:50, Shiv .  wrote:
> hi,
>
> After upgrading from RT 3.8.6 to 3.8.7
> Everything works fine.
>
> I upgrade CentOS using Yum and upgrade form 5.3 to 5.4
> When starting Apache, it complains of old version of File::Temp and upgrade
> it to 0.22.
>
> However, Apache starting fine, but when I browse to rt website, it popping
> up a download dialog box.
>
> Any Ideas ???

Have you performed the upgrade of File::Temp?

Given that you've done an upgrade of CentOS it's likely many things
have changed.  Compare the Apache configuration to the one in your
backup from before the upgrade and see what settings have been
changed.

-- 
                 Please keep list traffic on the list.

Rob MacGregor
      Whoever fights monsters should see to it that in the process he
        doesn't become a monster.                  Friedrich Nietzsche

From shivase at live.com  Sun Dec 20 05:44:47 2009
From: shivase at live.com (Shiv .)
Date: Sun, 20 Dec 2009 06:44:47 -0400
Subject: [rt-users] requesting to download file
In-Reply-To: <43ea8d070912200237sc3de259m819a7d463f56d24c@mail.gmail.com>
References: ,
	<43ea8d070912200237sc3de259m819a7d463f56d24c@mail.gmail.com>
Message-ID: 

The old version of File:Temp was 0.16, I download and install 0.22

For apache, apache was upgrade during the yum to version 2.2.3-31
However the rpm will not change the config file.

I am not seeing any errors in the logs, that is what making it more difficult to trouble shoot.
Is there to turn on a debug mode in RT.

Shiv

> Date: Sun, 20 Dec 2009 10:37:13 +0000
> From: rob.macgregor at gmail.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] requesting to download file
> 
> On Sun, Dec 20, 2009 at 09:50, Shiv .  wrote:
> > hi,
> >
> > After upgrading from RT 3.8.6 to 3.8.7
> > Everything works fine.
> >
> > I upgrade CentOS using Yum and upgrade form 5.3 to 5.4
> > When starting Apache, it complains of old version of File::Temp and upgrade
> > it to 0.22.
> >
> > However, Apache starting fine, but when I browse to rt website, it popping
> > up a download dialog box.
> >
> > Any Ideas ???
> 
> Have you performed the upgrade of File::Temp?
> 
> Given that you've done an upgrade of CentOS it's likely many things
> have changed.  Compare the Apache configuration to the one in your
> backup from before the upgrade and see what settings have been
> changed.
> 
> -- 
>                  Please keep list traffic on the list.
> 
> Rob MacGregor
>       Whoever fights monsters should see to it that in the process he
>         doesn't become a monster.                  Friedrich Nietzsche
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

_________________________________________________________________
Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail?.
http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_4:092009
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From rob.macgregor at gmail.com  Sun Dec 20 05:48:01 2009
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Sun, 20 Dec 2009 10:48:01 +0000
Subject: [rt-users] requesting to download file
In-Reply-To: 
References: 
	<43ea8d070912200237sc3de259m819a7d463f56d24c@mail.gmail.com>

Message-ID: <43ea8d070912200248i770863beg7bd277ef5e7a5229@mail.gmail.com>

Please don't top post.

On Sun, Dec 20, 2009 at 10:44, Shiv .  wrote:
>
> The old version of File:Temp was 0.16, I download and install 0.22
>
> For apache, apache was upgrade during the yum to version 2.2.3-31
> However the rpm will not change the config file.
>
> I am not seeing any errors in the logs, that is what making it more
> difficult to trouble shoot.
> Is there to turn on a debug mode in RT.

It isn't an RT problem - it's an Apache configuration problem.  If
you're being prompted to download a file (.php) then it suggests that
your configuration of Apache isn't right.

-- 
                 Please keep list traffic on the list.

Rob MacGregor
      Whoever fights monsters should see to it that in the process he
        doesn't become a monster.                  Friedrich Nietzsche

From shivase at live.com  Sun Dec 20 05:54:24 2009
From: shivase at live.com (Shiv .)
Date: Sun, 20 Dec 2009 06:54:24 -0400
Subject: [rt-users] requesting to download file
In-Reply-To: <43ea8d070912200248i770863beg7bd277ef5e7a5229@mail.gmail.com>
References: ,
	<43ea8d070912200237sc3de259m819a7d463f56d24c@mail.gmail.com>,
	,
	<43ea8d070912200248i770863beg7bd277ef5e7a5229@mail.gmail.com>
Message-ID: 

> Date: Sun, 20 Dec 2009 10:48:01 +0000
> From: rob.macgregor at gmail.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] requesting to download file
> 
> Please don't top post.
> 
> On Sun, Dec 20, 2009 at 10:44, Shiv .  wrote:
> >
> > The old version of File:Temp was 0.16, I download and install 0.22
> >
> > For apache, apache was upgrade during the yum to version 2.2.3-31
> > However the rpm will not change the config file.
> >
> > I am not seeing any errors in the logs, that is what making it more
> > difficult to trouble shoot.
> > Is there to turn on a debug mode in RT.
> 
> It isn't an RT problem - it's an Apache configuration problem.  If
> you're being prompted to download a file (.php) then it suggests that
> your configuration of Apache isn't right.
> 
> -- 
>                  Please keep list traffic on the list.
> 
> Rob MacGregor
>       Whoever fights monsters should see to it that in the process he
>         doesn't become a monster.                  Friedrich Nietzsche
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

apache config:

        ServerName rt.guyana.net.gy
        ServerAdmin admin at guyana.net.gy

        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        PerlRequire /opt/rt3/bin/webmux.pl

                Order allow,deny
                Allow from all
                SetHandler perl-script
                PerlResponseHandler RT::Mason

.................
snip of Directory
 ls -al /opt/rt3/share/html
total 92
drwxr-xr-x  9 root bin 4096 Dec 20 03:39 Admin
......

_________________________________________________________________
Windows Live: Keep your friends up to date with what you do online.
http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_1:092010
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From rob.macgregor at gmail.com  Sun Dec 20 05:58:53 2009
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Sun, 20 Dec 2009 10:58:53 +0000
Subject: [rt-users] requesting to download file
In-Reply-To: 
References: 
	<43ea8d070912200237sc3de259m819a7d463f56d24c@mail.gmail.com>

	<43ea8d070912200248i770863beg7bd277ef5e7a5229@mail.gmail.com>

Message-ID: <43ea8d070912200258g60c72533y4f47cdf241f3768@mail.gmail.com>

On Sun, Dec 20, 2009 at 10:54, Shiv .  wrote:
>
> apache config:
>
> 
> ??????? ServerName rt.guyana.net.gy
> ??????? ServerAdmin admin at guyana.net.gy
>
> ??????? DocumentRoot /opt/rt3/share/html
> ??????? AddDefaultCharset UTF-8
> ??????? PerlRequire /opt/rt3/bin/webmux.pl
>
> ??????? 
> ??????????????? Order allow,deny
> ??????????????? Allow from all
> ??????????????? SetHandler perl-script
> ??????????????? PerlResponseHandler RT::Mason
> ???????  
> 

And what about the PHP support?

-- 
                 Please keep list traffic on the list.

Rob MacGregor
      Whoever fights monsters should see to it that in the process he
        doesn't become a monster.                  Friedrich Nietzsche

From shivase at live.com  Sun Dec 20 06:07:37 2009
From: shivase at live.com (Shiv .)
Date: Sun, 20 Dec 2009 07:07:37 -0400
Subject: [rt-users] requesting to download file
In-Reply-To: <43ea8d070912200248i770863beg7bd277ef5e7a5229@mail.gmail.com>
References: ,
	<43ea8d070912200237sc3de259m819a7d463f56d24c@mail.gmail.com>,
	,
	<43ea8d070912200248i770863beg7bd277ef5e7a5229@mail.gmail.com>
Message-ID: 

thanks
get it fixed ....

http://www.billpitz.com/howto/rt-unix-directory.html

was looking at the wrong stuff ...
once you mentioned its not RT ... start to look at Apache

Shiv

> Date: Sun, 20 Dec 2009 10:48:01 +0000
> From: rob.macgregor at gmail.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] requesting to download file
> 
> Please don't top post.
> 
> On Sun, Dec 20, 2009 at 10:44, Shiv .  wrote:
> >
> > The old version of File:Temp was 0.16, I download and install 0.22
> >
> > For apache, apache was upgrade during the yum to version 2.2.3-31
> > However the rpm will not change the config file.
> >
> > I am not seeing any errors in the logs, that is what making it more
> > difficult to trouble shoot.
> > Is there to turn on a debug mode in RT.
> 
> It isn't an RT problem - it's an Apache configuration problem.  If
> you're being prompted to download a file (.php) then it suggests that
> your configuration of Apache isn't right.
> 
> -- 
>                  Please keep list traffic on the list.
> 
> Rob MacGregor
>       Whoever fights monsters should see to it that in the process he
>         doesn't become a monster.                  Friedrich Nietzsche
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

_________________________________________________________________
Windows Live: Make it easier for your friends to see what you?re up to on Facebook.
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From zachb at oxfordsuites.com  Sun Dec 20 12:07:43 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Sun, 20 Dec 2009 09:07:43 -0800
Subject: [rt-users] Error: Registering installation for rt-3.8.6... tar: +*:
	Not found in archive
Message-ID: <533DD918E77D4B31BB592722609E9070@oxfhqit>

Can someone help me resolve the following error which seems to have occurred
near or at the end of the installation process? I'm new to RT installation
and fairly new to FreeBSD. Aslo, how can I upgrade my installation to 3.8.7
since the package/port is 3.8.6?

See the TODO section at the top of the port's Makefile

=====================================================================

===>   Registering installation for rt-3.8.6

tar: +*: Not found in archive

tar: Error exit delayed from previous errors.

pkg_info: tar extract of /usr/ports/www/rt38/rt-3.8.6 failed!

pkg_info: error during unpacking, no info for 'rt-3.8.6' available

freebsd8#

Thanks for any help!

Zach

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From m.seaman at infracaninophile.co.uk  Sun Dec 20 13:00:10 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Sun, 20 Dec 2009 18:00:10 +0000
Subject: [rt-users] Error: Registering installation for rt-3.8.6... tar:
 +*:	Not found in archive
In-Reply-To: <533DD918E77D4B31BB592722609E9070@oxfhqit>
References: <533DD918E77D4B31BB592722609E9070@oxfhqit>
Message-ID: <4B2E662A.7070507@infracaninophile.co.uk>

Zach Boettner wrote:
> Can someone help me resolve the following error which seems to have occurred
> near or at the end of the installation process? I'm new to RT installation
> and fairly new to FreeBSD. Aslo, how can I upgrade my installation to 3.8.7
> since the package/port is 3.8.6?

The latest version provided by the ports is 3.8.6 -- which means that you have
two choices: either wait until the port gets upgraded, which could happen at 
pretty much any time, or install 3.8.7 outside the ports.  Port maintainers 
will usually update their ports fairly promptly, but there are no guarantees.
If you're desperate for the latest version for some reason, you can always ask
the maintainer what their plans are, but remember that maintainers are volunteers
and doing all this in their spare time.  

> See the TODO section at the top of the port's Makefile
> 
> =====================================================================
> 
> ===>   Registering installation for rt-3.8.6
> 
> tar: +*: Not found in archive
> 
> tar: Error exit delayed from previous errors.
> 
> pkg_info: tar extract of /usr/ports/www/rt38/rt-3.8.6 failed!
> 
> pkg_info: error during unpacking, no info for 'rt-3.8.6' available
> 
> freebsd8#

Can you show us the exact command you typed here?  This doesn't look like
the output when installing from sources.  In fact to hazard a guess you've
typed 'pkg_add rt-3.8.6.tar.gz'  where rt-3.8.6.tar.gz is the RT source tarball
downloaded from bestpractical.com.  Unfortunately, pkg_add(1) expects a 
FreeBSD binary package (which is a bzip compressed tar archive, but contains
pre-compiled binaries rather than sources plus a number of ancilliary files with
names like +COMMENT, +INSTALL etc.)  FreeBSD binary packages almost always come
from the  FreeBSD.org ftp sites rather than anywhere else.

Actually, as RT is pure perl code, there's no real advantage to installing from
a binary package.  Any one of these three commands should install RT for you --
although for the 2nd and 3rd ones you will have to have previously installed
the application used:

    1)

    # cd /usr/ports/www/rt38
    # make clean ; make install

    2)

    # portinstall www/rt38

    3)

    # portmaster /usr/ports/www/rt38 

For more information: read the Handbook.  It's here: 

   http://www.freebsd.org/doc/en_US.ISO8859-1/books/handbook/

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From zachb at oxfordsuites.com  Sun Dec 20 15:31:11 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Sun, 20 Dec 2009 12:31:11 -0800
Subject: [rt-users] Error: Registering installation for rt-3.8.6... tar:
	+*:	Not found in archive
In-Reply-To: <4B2E662A.7070507@infracaninophile.co.uk>
References: <533DD918E77D4B31BB592722609E9070@oxfhqit>
	<4B2E662A.7070507@infracaninophile.co.uk>
Message-ID: <4BDC964EB429464B8DEB13CC9803D7DC@oxfhqit>

Hi Matthew,

I followed your instruction in your last email which was to run make config
again, then I did the make install clean, and I thought it was going to work
because I got way past where I did before, but then near the end it gives me
this last error message. What gives! It did create the /usr/local/www/rt but
the directory is empty. I never typed any pkg_add command. The only command
I typed was the make config and then the mac install clean.

Seems like no matter what tutorial I try to follow I always run into these
snags.

I appreciate any help.
Thanks!

Zach

-----Original Message-----
From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
Sent: Sunday, December 20, 2009 10:00 AM
To: Zach Boettner
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error: Registering installation for rt-3.8.6... tar:
+*: Not found in archive

Zach Boettner wrote:
> Can someone help me resolve the following error which seems to have
occurred
> near or at the end of the installation process? I'm new to RT installation
> and fairly new to FreeBSD. Aslo, how can I upgrade my installation to
3.8.7
> since the package/port is 3.8.6?

The latest version provided by the ports is 3.8.6 -- which means that you
have
two choices: either wait until the port gets upgraded, which could happen at

pretty much any time, or install 3.8.7 outside the ports.  Port maintainers 
will usually update their ports fairly promptly, but there are no
guarantees.
If you're desperate for the latest version for some reason, you can always
ask
the maintainer what their plans are, but remember that maintainers are
volunteers
and doing all this in their spare time.  

> See the TODO section at the top of the port's Makefile
> 
> =====================================================================
> 
> ===>   Registering installation for rt-3.8.6
> 
> tar: +*: Not found in archive
> 
> tar: Error exit delayed from previous errors.
> 
> pkg_info: tar extract of /usr/ports/www/rt38/rt-3.8.6 failed!
> 
> pkg_info: error during unpacking, no info for 'rt-3.8.6' available
> 
> freebsd8#

Can you show us the exact command you typed here?  This doesn't look like
the output when installing from sources.  In fact to hazard a guess you've
typed 'pkg_add rt-3.8.6.tar.gz'  where rt-3.8.6.tar.gz is the RT source
tarball
downloaded from bestpractical.com.  Unfortunately, pkg_add(1) expects a 
FreeBSD binary package (which is a bzip compressed tar archive, but contains
pre-compiled binaries rather than sources plus a number of ancilliary files
with
names like +COMMENT, +INSTALL etc.)  FreeBSD binary packages almost always
come
from the  FreeBSD.org ftp sites rather than anywhere else.

Actually, as RT is pure perl code, there's no real advantage to installing
from
a binary package.  Any one of these three commands should install RT for you
--
although for the 2nd and 3rd ones you will have to have previously installed
the application used:

    1)

    # cd /usr/ports/www/rt38
    # make clean ; make install

    2)

    # portinstall www/rt38

    3)

    # portmaster /usr/ports/www/rt38 

For more information: read the Handbook.  It's here: 

   http://www.freebsd.org/doc/en_US.ISO8859-1/books/handbook/

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

From dave.wells at foreshore.net  Mon Dec 21 05:37:27 2009
From: dave.wells at foreshore.net (Dave Wells)
Date: Mon, 21 Dec 2009 10:37:27 -0000
Subject: [rt-users] Issue with Calendar after install of 3.8.7
Message-ID: <32DD3FF116BE9D458E828DA941CF32BBB5F4D3@exchange01.is.foreshore.net>

Hi,

I am testing at present migrating my system from RT 3.6.5 to 3.8.7.

To fill you in on details I did this by:

1. Installing 3.8.7 on new RHEL 5 server

2. copying database from live system to Test system

3. running all the database and schema updates to test system.

4. migrating to ExternalAuth module to enable LDAP logons.

5. Moving across all local customizations of pages.

In the process of testing the new test server I have come across an issue with the Calendar module.

In the dates section of a ticket if I use the calendar link I get the following error:

Can't locate object method "new" via package "DateTime" at /usr/lib/perl5/site_perl/5.8.8/Calendar/Simple.pm line 87.

I have DateTime module installed and it is linked to the correct version of Perl.

       Wed Dec 16 14:58:26 2009: "Module" DateTime

       ??   "installed into: /usr/lib/perl5/site_perl/5.8.8"

       ??   "LINKTYPE: dynamic"

       ??   "VERSION: "

       ??   "EXE_FILES: "

Any help would be most appreciated

Thanks
Dax

From jledford at biltmore.com  Mon Dec 21 08:06:39 2009
From: jledford at biltmore.com (Jason Ledford)
Date: Mon, 21 Dec 2009 08:06:39 -0500
Subject: [rt-users] Help with RT access rights
In-Reply-To: <016a01ca8201$33071200$99153600$@co.za>
References: <006901ca7fae$3e4ab180$bae01480$@co.za>
	<435CB3214F92FD4E8E5CEEB86A20440240F91159B9@MAILBOX.tbcnet.biltmore.com>
	<016a01ca8201$33071200$99153600$@co.za>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F9115AAA@MAILBOX.tbcnet.biltmore.com>

Sounds like you have global permissions for either everyone or those specific groups.  I would look there first.

From: Machiel Richards [mailto:machielr at rdc.co.za]
Sent: Monday, December 21, 2009 12:48 AM
To: Jason Ledford
Subject: RE: [rt-users] Help with RT access rights

Hi Jason

                Sorry for the duplicated messages, had a problem where the messages weren't going through then they released it afterwards.

                I do have multiple queues, however the clients can still search and it displays all the queues' tickets.

From: Jason Ledford [mailto:jledford at biltmore.com]
Sent: 18 December 2009 03:42 PM
To: Machiel Richards; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Help with RT access rights

Dang,  3 of the same messages :)

I am a newb to rt but like to give where I take.  Could you use multiple queues to segregate the permissions and tickets?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Machiel Richards
Sent: Friday, December 18, 2009 1:49 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Help with RT access rights

Hi all

                I am struggling with RT rights.

                We service multiple customers and so I want to create a user for each customer so that they can log into the RT system and log issues and assign accordingly.

                I created a test user with minimal access which are able to create tickets, however the user have access to search for tickets which then displays tickets logged by other customers as well.

                How can I limit the user to either not search but still have access to their own ticket or otherwise only search for their tickets.

                Your help is appreciated.

Regards
Machiel

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From jledford at biltmore.com  Mon Dec 21 08:36:23 2009
From: jledford at biltmore.com (Jason Ledford)
Date: Mon, 21 Dec 2009 08:36:23 -0500
Subject: [rt-users] Install Questions - modperl vs fastcgi
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F9115AAF@MAILBOX.tbcnet.biltmore.com>

I originally setup a demo of rt using debian squeeze, which was pretty much apt-get install blah blah and then edit some text files.  I am trying to setup the most current version on debian stable (lenny) and having a pretty difficult time.  After installing from source, eventually the apache process consumes 99% of resources, before the end of a day.  And that's with no one using it.

So my main question is with ./configure.  I am using modperl and I am just doing ./configure, make testdeps, make fixdeps.  I noticed make testdeps shows the -with-fastcgi option.  Does that matter if I am using modperl?  Do I need to rerun ./configure using the -with-modperl option?

I am following this guide
http://wiki.bestpractical.com/view/DebianLennyInstallGuide

Thanks.

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From rs at runsolutions.com  Mon Dec 21 09:31:24 2009
From: rs at runsolutions.com (Raimund Sacherer)
Date: Mon, 21 Dec 2009 15:31:24 +0100
Subject: [rt-users] RTIR and confidential incidents
In-Reply-To: 
References: 
Message-ID: <1261405632-sup-5598@runsolutions.com>

Hello Mailinglist,

i was wandering if anybody had the requirement to implement an RTIR where the client should have the possibility to define incidents as confidentially (which have, for example, sensitiv logs attached). 

My requirement is that such an incidents and it's associated reports are only able to be accessed by persons personally added by the head of Investigation, to keep the exposure on an minimum level.

Any ideas how this could be implemented? i searched the wiki but there's not much going on for RTIR, any points and hints would be greatly appreciated. 

thanks

Excerpts from rt-users-request's message of Mon Dec 21 14:06:54 +0100 2009:
> Send RT-Users mailing list submissions to
>     rt-users at lists.bestpractical.com
> 
> To subscribe or unsubscribe via the World Wide Web, visit
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
>     rt-users-request at lists.bestpractical.com
> 
> You can reach the person managing the list at
>     rt-users-owner at lists.bestpractical.com
> 
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of RT-Users digest..."
> 
> 
> Today's Topics:
> 
>    1. Error: Registering installation for rt-3.8.6... tar: +*:    Not
>       found in archive (Zach Boettner)
>    2. Re: Error: Registering installation for rt-3.8.6... tar: +*:
>       Not found in archive (Matthew Seaman)
>    3. Re: Error: Registering installation for rt-3.8.6... tar:    +*:
>       Not found in archive (Zach Boettner)
>    4. Issue with Calendar after install of 3.8.7 (Dave Wells)
>    5. Re: Help with RT access rights (Jason Ledford)
> 
> 
> ----------------------------------------------------------------------
> 
> Message: 1
> Date: Sun, 20 Dec 2009 09:07:43 -0800
> From: "Zach Boettner" 
> Subject: [rt-users] Error: Registering installation for rt-3.8.6...
>     tar: +*:    Not found in archive
> To: 
> Message-ID: <533DD918E77D4B31BB592722609E9070 at oxfhqit>
> Content-Type: text/plain; charset="us-ascii"
> 
> Can someone help me resolve the following error which seems to have occurred
> near or at the end of the installation process? I'm new to RT installation
> and fairly new to FreeBSD. Aslo, how can I upgrade my installation to 3.8.7
> since the package/port is 3.8.6?
> 
>  
> 
>  
> 
> See the TODO section at the top of the port's Makefile
> 
> =====================================================================
> 
> ===>   Registering installation for rt-3.8.6
> 
> tar: +*: Not found in archive
> 
> tar: Error exit delayed from previous errors.
> 
> pkg_info: tar extract of /usr/ports/www/rt38/rt-3.8.6 failed!
> 
> pkg_info: error during unpacking, no info for 'rt-3.8.6' available
> 
> freebsd8#
> 
>  
> 
>  
> 
> Thanks for any help!
> 
>  
> 
> Zach
> 
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL:
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20091220/2253c490/
> attachment-0001.htm 
> 
> ------------------------------
> 
> Message: 2
> Date: Sun, 20 Dec 2009 18:00:10 +0000
> From: Matthew Seaman 
> Subject: Re: [rt-users] Error: Registering installation for
>     rt-3.8.6... tar: +*:    Not found in archive
> To: Zach Boettner 
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <4B2E662A.7070507 at infracaninophile.co.uk>
> Content-Type: text/plain; charset="iso-8859-1"
> 
> Zach Boettner wrote:
> > Can someone help me resolve the following error which seems to have occurred
> > near or at the end of the installation process? I'm new to RT installation
> > and fairly new to FreeBSD. Aslo, how can I upgrade my installation to 3.8.7
> > since the package/port is 3.8.6?
> 
> The latest version provided by the ports is 3.8.6 -- which means that you have
> two choices: either wait until the port gets upgraded, which could happen at 
> pretty much any time, or install 3.8.7 outside the ports.  Port maintainers 
> will usually update their ports fairly promptly, but there are no guarantees.
> If you're desperate for the latest version for some reason, you can always ask
> the maintainer what their plans are, but remember that maintainers are
> volunteers
> and doing all this in their spare time.  
>  
> > See the TODO section at the top of the port's Makefile
> > 
> > =====================================================================
> > 
> > ===>   Registering installation for rt-3.8.6
> > 
> > tar: +*: Not found in archive
> > 
> > tar: Error exit delayed from previous errors.
> > 
> > pkg_info: tar extract of /usr/ports/www/rt38/rt-3.8.6 failed!
> > 
> > pkg_info: error during unpacking, no info for 'rt-3.8.6' available
> > 
> > freebsd8#
> 
> Can you show us the exact command you typed here?  This doesn't look like
> the output when installing from sources.  In fact to hazard a guess you've
> typed 'pkg_add rt-3.8.6.tar.gz'  where rt-3.8.6.tar.gz is the RT source tarball
> downloaded from bestpractical.com.  Unfortunately, pkg_add(1) expects a 
> FreeBSD binary package (which is a bzip compressed tar archive, but contains
> pre-compiled binaries rather than sources plus a number of ancilliary files with
> names like +COMMENT, +INSTALL etc.)  FreeBSD binary packages almost always come
> from the  FreeBSD.org ftp sites rather than anywhere else.
> 
> Actually, as RT is pure perl code, there's no real advantage to installing from
> a binary package.  Any one of these three commands should install RT for you --
> although for the 2nd and 3rd ones you will have to have previously installed
> the application used:
> 
>     1)
> 
>     # cd /usr/ports/www/rt38
>     # make clean ; make install
> 
>     2)
> 
>     # portinstall www/rt38
> 
>     3)
> 
>     # portmaster /usr/ports/www/rt38 
> 
> For more information: read the Handbook.  It's here: 
> 
>    http://www.freebsd.org/doc/en_US.ISO8859-1/books/handbook/
> 
>     Cheers,
> 
>     Matthew
> 
> -- 
> Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
>                                                   Flat 3
> PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
>                                                   Kent, CT11 9PW
> 
> -------------- next part --------------
> A non-text attachment was scrubbed...
> Name: signature.asc
> Type: application/pgp-signature
> Size: 259 bytes
> Desc: OpenPGP digital signature
> Url :
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20091220/703713cb/
> attachment-0001.pgp 
> 
> ------------------------------
> 
> Message: 3
> Date: Sun, 20 Dec 2009 12:31:11 -0800
> From: "Zach Boettner" 
> Subject: Re: [rt-users] Error: Registering installation for
>     rt-3.8.6... tar:    +*:    Not found in archive
> To: "'Matthew Seaman'" 
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <4BDC964EB429464B8DEB13CC9803D7DC at oxfhqit>
> Content-Type: text/plain;    charset="us-ascii"
> 
> Hi Matthew,
> 
> I followed your instruction in your last email which was to run make config
> again, then I did the make install clean, and I thought it was going to work
> because I got way past where I did before, but then near the end it gives me
> this last error message. What gives! It did create the /usr/local/www/rt but
> the directory is empty. I never typed any pkg_add command. The only command
> I typed was the make config and then the mac install clean.
> 
> Seems like no matter what tutorial I try to follow I always run into these
> snags.
> 
> I appreciate any help.
> Thanks!
> 
> Zach
> 
> -----Original Message-----
> From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
> Sent: Sunday, December 20, 2009 10:00 AM
> To: Zach Boettner
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error: Registering installation for rt-3.8.6... tar:
> +*: Not found in archive
> 
> Zach Boettner wrote:
> > Can someone help me resolve the following error which seems to have
> occurred
> > near or at the end of the installation process? I'm new to RT installation
> > and fairly new to FreeBSD. Aslo, how can I upgrade my installation to
> 3.8.7
> > since the package/port is 3.8.6?
> 
> The latest version provided by the ports is 3.8.6 -- which means that you
> have
> two choices: either wait until the port gets upgraded, which could happen at
> 
> pretty much any time, or install 3.8.7 outside the ports.  Port maintainers 
> will usually update their ports fairly promptly, but there are no
> guarantees.
> If you're desperate for the latest version for some reason, you can always
> ask
> the maintainer what their plans are, but remember that maintainers are
> volunteers
> and doing all this in their spare time.  
>  
> > See the TODO section at the top of the port's Makefile
> > 
> > =====================================================================
> > 
> > ===>   Registering installation for rt-3.8.6
> > 
> > tar: +*: Not found in archive
> > 
> > tar: Error exit delayed from previous errors.
> > 
> > pkg_info: tar extract of /usr/ports/www/rt38/rt-3.8.6 failed!
> > 
> > pkg_info: error during unpacking, no info for 'rt-3.8.6' available
> > 
> > freebsd8#
> 
> Can you show us the exact command you typed here?  This doesn't look like
> the output when installing from sources.  In fact to hazard a guess you've
> typed 'pkg_add rt-3.8.6.tar.gz'  where rt-3.8.6.tar.gz is the RT source
> tarball
> downloaded from bestpractical.com.  Unfortunately, pkg_add(1) expects a 
> FreeBSD binary package (which is a bzip compressed tar archive, but contains
> pre-compiled binaries rather than sources plus a number of ancilliary files
> with
> names like +COMMENT, +INSTALL etc.)  FreeBSD binary packages almost always
> come
> from the  FreeBSD.org ftp sites rather than anywhere else.
> 
> Actually, as RT is pure perl code, there's no real advantage to installing
> from
> a binary package.  Any one of these three commands should install RT for you
> --
> although for the 2nd and 3rd ones you will have to have previously installed
> the application used:
> 
>     1)
> 
>     # cd /usr/ports/www/rt38
>     # make clean ; make install
> 
>     2)
> 
>     # portinstall www/rt38
> 
>     3)
> 
>     # portmaster /usr/ports/www/rt38 
> 
> For more information: read the Handbook.  It's here: 
> 
>    http://www.freebsd.org/doc/en_US.ISO8859-1/books/handbook/
> 
>     Cheers,
> 
>     Matthew
> 
> -- 
> Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
>                                                   Flat 3
> PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
>                                                   Kent, CT11 9PW
> 
> 
> 
> 
> ------------------------------
> 
> Message: 4
> Date: Mon, 21 Dec 2009 10:37:27 -0000
> From: "Dave Wells" 
> Subject: [rt-users] Issue with Calendar after install of 3.8.7
> To: 
> Message-ID:
>     <32DD3FF116BE9D458E828DA941CF32BBB5F4D3 at exchange01.is.foreshore.net>
> Content-Type: text/plain; charset=WINDOWS-1252
> 
> Hi,
> 
> I am testing at present migrating my system from RT 3.6.5 to 3.8.7.
> 
> To fill you in on details I did this by:
> 
> 1. Installing 3.8.7 on new RHEL 5 server
> 
> 2. copying database from live system to Test system
> 
> 3. running all the database and schema updates to test system.
> 
> 4. migrating to ExternalAuth module to enable LDAP logons.
> 
> 5. Moving across all local customizations of pages.
> 
> 
> In the process of testing the new test server I have come across an issue with the Calendar module.
> 
> In the dates section of a ticket if I use the calendar link I get the following error:
> 
> Can't locate object method "new" via package "DateTime" at /usr/lib/perl5/site_perl/5.8.8/Calendar/Simple.pm line 87.
> 
> I have DateTime module installed and it is linked to the correct version of Perl.
> 
>        Wed Dec 16 14:58:26 2009: "Module" DateTime
> 
>        ??   "installed into: /usr/lib/perl5/site_perl/5.8.8"
> 
>        ??   "LINKTYPE: dynamic"
> 
>        ??   "VERSION: "
> 
>        ??   "EXE_FILES: "
> 
> Any help would be most appreciated
> 
> Thanks
> Dax
> 
> 
> 
> ------------------------------
> 
> Message: 5
> Date: Mon, 21 Dec 2009 08:06:39 -0500
> From: Jason Ledford 
> Subject: Re: [rt-users] Help with RT access rights
> To: Machiel Richards ,
>     "rt-users at lists.bestpractical.com"    
> Message-ID:
>     <435CB3214F92FD4E8E5CEEB86A20440240F9115AAA at MAILBOX.tbcnet.biltmore.com>
>     
> Content-Type: text/plain; charset="us-ascii"
> 
> Sounds like you have global permissions for either everyone or those specific groups.  I would look there first.
> 
> From: Machiel Richards [mailto:machielr at rdc.co.za]
> Sent: Monday, December 21, 2009 12:48 AM
> To: Jason Ledford
> Subject: RE: [rt-users] Help with RT access rights
> 
> Hi Jason
> 
>                 Sorry for the duplicated messages, had a problem where the messages weren't going through then they released it afterwards.
> 
>                 I do have multiple queues, however the clients can still search and it displays all the queues' tickets.
> 
> From: Jason Ledford [mailto:jledford at biltmore.com]
> Sent: 18 December 2009 03:42 PM
> To: Machiel Richards; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Help with RT access rights
> 
> Dang,  3 of the same messages :)
> 
> I am a newb to rt but like to give where I take.  Could you use multiple queues to segregate the permissions and tickets?
> 
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Machiel Richards
> Sent: Friday, December 18, 2009 1:49 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Help with RT access rights
> 
> Hi all
> 
> 
>                 I am struggling with RT rights.
> 
>                 We service multiple customers and so I want to create a user for each customer so that they can log into the RT system and log issues and assign accordingly.
> 
>                 I created a test user with minimal access which are able to create tickets, however the user have access to search for tickets which then displays tickets logged by other customers as well.
> 
>                 How can I limit the user to either not search but still have access to their own ticket or otherwise only search for their tickets.
> 
>                 Your help is appreciated.
> 
> Regards
> Machiel
> 
> 
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20091221/e8a56c6b/attachment.htm 
> 
> ------------------------------
> 
> _______________________________________________
> RT-Users mailing list
> RT-Users at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> 
> End of RT-Users Digest, Vol 69, Issue 56
> ****************************************
-- 
-- 
Raimund Sacherer
-
RunSolutions
     Open Source It Consulting
-
Email: rs at runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 -  Palma de Mallorca
Baleares

From jbaten at onvz.nl  Mon Dec 21 09:37:01 2009
From: jbaten at onvz.nl (Jeroen Baten)
Date: Mon, 21 Dec 2009 15:37:01 +0100
Subject: [rt-users] problem with basic configuration of rt-3.8.7 stripping
 domainname from incoming emails and setting default values
Message-ID: <1261406221.2708.24.camel@localhost.localdomain>

Hi,

I have 2 probably very simple questions:

question 1:
===========
I have a basic auth working with autocreate users.
The usernames are without domainname. It works, I'm happy.

I have a form that does ticket creation via email.
Users are automaticcally created but with the domainname in them. This
make me not so happy :-)

I tried these settings:
Set($CanonicalizeEmailAddressMatch, '@onvz\.nl$');
Set($CanonicalizeEmailAddressReplace, '');

To strip the incoming domainname but it does not work.
What am I missing here?

question 2:
===========
How can I configure RT so that autocreated users (via email form
submission or REMOTE_USER authentication) will have a username 'user'
and an email adres 'user at domain'?

please help, it's driving me nuts and I have been reading the
mailinglist archives all day sofar.

kind regards,

-- 
Kind regards,
ONVZ Healthinsurance

Jeroen Baten
Consultant
IT Staff dept.

De Molen 66
Postbus 392
3990 GD  Houten

Tel: +31 30 639 65 08
Fax: +31 30 639 63 25

Deze e-Mail en de inhoud daarvan  is vertrouwelijk. Indien dit bericht niet voor u bestemd is, verzoeken wij u vriendelijk deze e-mail direct aan ons te retourneren en daarna te verwijderen. Openbaarmaking, vermenigvuldiging, verstrekking en/of gebruik door derden van dit e-mail bericht en/of informatie is niet toegestaan. De verzender sluit elke aansprakelijkheid uit in verband met het niet juist, onvolledig of niet tijdig overkomen van de informatie in deze e-mail.

Deze e-mail is gecontroleerd op virussen. 

From Subbaraman.Venkateswaran at blackrock.com  Mon Dec 21 10:00:47 2009
From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman)
Date: Mon, 21 Dec 2009 10:00:47 -0500
Subject: [rt-users] RT email EX_TEMPFAIL looping problem
In-Reply-To: 
References: 
Message-ID: 

Can someone please help with this issue? We are seeing this problem in
production and end up clearing the email from the mail queue manually
everytime we see this problem. Thanks for your help.

Thanks
Subba Venkateswaran 
A&T - App Eng - SEG
609 282 7015

> _____________________________________________ 
> From: 	Venkateswaran, Subbaraman  
> Sent:	Friday, December 18, 2009 10:09 AM
> To:	rt-users at lists.bestpractical.com
> Subject:	RT email EX_TEMPFAIL looping problem
> 
> 
> Platform/Env:
> RT 3.6.4, MySQL 5.1.34, Linux 2.6.9-42.ELsmp
> 
> Problem:
> We are experiencing sporadic email looping problem. From the mail
> relay server, emails bound for RT are aliased and piped to rt-mailgate
> and recorded as correspondence into certain queues. For some emails,
> rt-mailgate gets a return code EX_TEMPFAIL and the mail server does
> not remove the email from its queue. This results in repetitive
> posting and email flooding and finally we have to delete this email
> from the queue to stop multiple posting.
> 
> Mail server aliases entry:
> rt: "| path-to/rt-mailgate --url http://rt-server.com --queue general
> --action correspond"
> 
> Even though rt-mailgate gets a return code EX_TEMPFAIL, the email
> seems to have recorded fine in RT and we could see the ticket and
> attachments created fine in RT.  
> 
> Please help us out with this problem and we are trying to understand
> if this is any data inconsistency problem in RT or something else?
> 
> Some log entries from the RT server during this email looping. These
> logs maynot be relevant to the problem, but I would like to present it
> anyway if it might be helpful.
> 
> Access log:
> 172.16.72.205 - - [10/Dec/2009:06:19:16 -0500] "POST
> /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 500 622 "-"
> "libwww-perl/5.800" 1792
> 172.16.72.205 - - [10/Dec/2009:07:02:28 -0500] "POST
> /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 500 622 "-"
> "libwww-perl/5.800" 20992
> 
> Error log:
> [Thu Dec 10 06:29:16 2009] [error] [client 172.16.72.205] FastCGI:
> comm with server mason_handler.fcgi" aborted: idle timeout (600 sec)
> [Thu Dec 10 07:12:28 2009] [error] [client 172.16.72.205] FastCGI:
> comm with server "mason_handler.fcgi" aborted: idle timeout (600 sec)
> 
> FastCGI: incomplete headers (0 bytes) received from server
> "mason_handler.fcgi"
> 
> [error]: couldn't load cf {$value} || $value }
> (lib/RT/Action/ExtractCustomFieldValues.pm:86)
> 
> 
> Thanks
> Subba Venkateswaran 
> 
> 

THIS MESSAGE AND ANY ATTACHMENTS ARE CONFIDENTIAL, PROPRIETARY, AND MAY BE PRIVILEGED.  If this message was misdirected, BlackRock, Inc. and its subsidiaries, ("BlackRock") does not waive any confidentiality or privilege.  If you are not the intended recipient, please notify us immediately and destroy the message without disclosing its contents to anyone.  Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized.  The views and opinions expressed in this e-mail message are the author's own and may not reflect the views and opinions of BlackRock, unless the author is authorized by BlackRock to express such views or opinions on its behalf.  All email sent to or from this address is subject to electronic storage and review by BlackRock.  Although BlackRock operates anti-virus programs, it does not accept responsibility for any damage whatsoever caused by viruses being passed.

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From ktm at rice.edu  Mon Dec 21 10:12:40 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 21 Dec 2009 09:12:40 -0600
Subject: [rt-users] problem with basic configuration of
	rt-3.8.7	stripping domainname from incoming emails and
	setting default	values
In-Reply-To: <1261406221.2708.24.camel@localhost.localdomain>
References: <1261406221.2708.24.camel@localhost.localdomain>
Message-ID: <20091221151240.GD3863@it.is.rice.edu>

On Mon, Dec 21, 2009 at 03:37:01PM +0100, Jeroen Baten wrote:
> Hi,
> 
> I have 2 probably very simple questions:
> 
> question 1:
> ===========
> I have a basic auth working with autocreate users.
> The usernames are without domainname. It works, I'm happy.
> 
> I have a form that does ticket creation via email.
> Users are automaticcally created but with the domainname in them. This
> make me not so happy :-)
> 
> I tried these settings:
> Set($CanonicalizeEmailAddressMatch, '@onvz\.nl$');
> Set($CanonicalizeEmailAddressReplace, '');
> 
> To strip the incoming domainname but it does not work.
> What am I missing here?
> 
> question 2:
> ===========
> How can I configure RT so that autocreated users (via email form
> submission or REMOTE_USER authentication) will have a username 'user'
> and an email adres 'user at domain'?
> 
> please help, it's driving me nuts and I have been reading the
> mailinglist archives all day sofar.
> 
> kind regards,
> 
Hi Jeroen,

Regarding your second question, that is really not a good idea.
The first part ("user") is not guaranteed to be unique across
all mail domains. This will result in misdirected tickets when
email addresses containing the same "user" part get dumped in
the first one to log a ticket's queue.

Regards,
Ken

From jose.fernandez at naxos-fr.net  Mon Dec 21 10:13:37 2009
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Mon, 21 Dec 2009 16:13:37 +0100
Subject: [rt-users] RT With FastCGI
Message-ID: <1261408417.9191.2.camel@Dream.Developpement>

Hello,

I want to use FastCGI with RT. So I installed the modules
libcgi-fast-perl and libapache2-mod-fastcgi of Apache2 and Apache2 is my
configuration:

        ServerName www.example.com
        DocumentRoot / opt/rt3/share/html

        ErrorLog / var/log/apache2/rt/error.log
        CustomLog / var/log/apache2/rt/access.log combined

       AddHandler fastcgi-script fcgi
       ScriptAlias / / opt/rt3/bin/mason_handler.fcgi /

       Options FollowSymLinks ExecCGI
       AllowOverride None

apache2.conf then I added:

# Number of processes is tunable, but you need at least 3 or 4
FastCgiServer / opt/rt3/bin/mason_handler.fcgi-idle-timeout
120-processes 4

I have an error message and can not access RT because I have a 500
error. When I checked my logs this is what I have:

FastCGI: comm with server "/ opt/rt3/bin/mason_handler.fcgi" aborted:
idle timeout (30 sec)
 FastCGI: incomplete headers (0 bytes) received from server "/
opt/rt3/bin/mason_handler.fcgi"

Have you an idea of the problem?

Thank you
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From jesse at bestpractical.com  Mon Dec 21 11:17:13 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 21 Dec 2009 11:17:13 -0500
Subject: [rt-users] UpdateCc, clickable addresses bug?
In-Reply-To: 
References: 
	<20091217143701.GB14627@bestpractical.com>

	<20091218203023.GC31583@bestpractical.com>

Message-ID: <20091221161713.GQ2572@bestpractical.com>

On Sat, Dec 19, 2009 at 12:15:12PM +0100, BBBLINT Bekkkny wrote:
> Of course.
> 
> --
> Bek?ny
> 
> > >     > I have the following problem in 3.8.6 (sorry I can't try it on
> > 3.8.7
> > >     now).
> > >     > If I have a header line in an email like this (or in Cc field):
> > >     >
> > >     > To: "'Foo Bar'" 
> > >     > of
> > >     > To: 'Foo2 Bar2' 
> > >     >
> > >     > on the Update.html page (UpdateCc component) RT generates the code:
> > >     >
> > >     > [...]
> > >     >
> > >     > It seems that ' disturbs the generated JavaScript code.
> > >     > Is it a known issue?
> > >

Looking at the patch now that it's a unified diff, I think we probably
want to be escaping the ' rather than killing it.   Does \\' work as a
replacement string?

-J

From balint.bekeny at docca.hu  Mon Dec 21 12:15:54 2009
From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=)
Date: Mon, 21 Dec 2009 18:15:54 +0100
Subject: [rt-users] UpdateCc, clickable addresses bug?
In-Reply-To: <20091221161713.GQ2572@bestpractical.com>
References: 
	<20091217143701.GB14627@bestpractical.com>

	<20091218203023.GC31583@bestpractical.com>

	<20091221161713.GQ2572@bestpractical.com>
Message-ID: 

On Mon, Dec 21, 2009 at 5:17 PM, Jesse Vincent wrote:

>
>
>
> On Sat, Dec 19, 2009 at 12:15:12PM +0100, BBBLINT Bekkkny wrote:
> > Of course.
> >
> > --
> > Bek?ny
> >
> > > >     > I have the following problem in 3.8.6 (sorry I can't try it on
> > > 3.8.7
> > > >     now).
> > > >     > If I have a header line in an email like this (or in Cc field):
> > > >     >
> > > >     > To: "'Foo Bar'" 
> > > >     > of
> > > >     > To: 'Foo2 Bar2' 
> > > >     >
> > > >     > on the Update.html page (UpdateCc component) RT generates the
> code:
> > > >     >
> > > >     > [...]
> > > >     >
> > > >     > It seems that ' disturbs the generated JavaScript code.
> > > >     > Is it a known issue?
> > > >
>
>
> Looking at the patch now that it's a unified diff, I think we probably
> want to be escaping the ' rather than killing it.   Does \\' work as a
> replacement string?
>

Yes, it works.

--
Bekeny
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From hesco at greens.org  Mon Dec 21 12:44:39 2009
From: hesco at greens.org (Hugh Esco)
Date: Mon, 21 Dec 2009 09:44:39 -0800 (PST)
Subject: [rt-users] RT With FastCGI
In-Reply-To: <1261408417.9191.2.camel@Dream.Developpement>
Message-ID: <20091221174439.EAA9CCED16@mail.greens.org>

I would start by giving a real path to your DocRoot and
ScriptAlias lines.  Lose the extra space between '/' and
'opt...'

Restart apache and test again.

-- Hugh Esco
http://CampaignFoundations.com/

From: =?ISO-8859-1?Q?jos=E9?= fernandez 
To: rt-users at lists.bestpractical.com
Date: Mon, 21 Dec 2009 16:13:37 +0100
Subject: [rt-users] RT With FastCGI

Hello,

I want to use FastCGI with RT. So I installed the modules
libcgi-fast-perl and libapache2-mod-fastcgi of Apache2 and Apache2 is my
configuration:

        ServerName www.example.com
        DocumentRoot / opt/rt3/share/html

        ErrorLog / var/log/apache2/rt/error.log
        CustomLog / var/log/apache2/rt/access.log combined

       AddHandler fastcgi-script fcgi
       ScriptAlias / / opt/rt3/bin/mason_handler.fcgi /

       Options FollowSymLinks ExecCGI
       AllowOverride None

apache2.conf then I added:

# Number of processes is tunable, but you need at least 3 or 4
FastCgiServer / opt/rt3/bin/mason_handler.fcgi-idle-timeout
120-processes 4

I have an error message and can not access RT because I have a 500
error. When I checked my logs this is what I have:

FastCGI: comm with server "/ opt/rt3/bin/mason_handler.fcgi" aborted:
idle timeout (30 sec)
 FastCGI: incomplete headers (0 bytes) received from server "/
opt/rt3/bin/mason_handler.fcgi"

Have you an idea of the problem?

Thank you

From matt.adams at cypressinteractive.com  Mon Dec 21 13:43:44 2009
From: matt.adams at cypressinteractive.com (Matt Adams)
Date: Mon, 21 Dec 2009 11:43:44 -0700
Subject: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP
Message-ID: <4B2FC1E0.5010006@cypressinteractive.com>

Folks:

Out of the blue I am starting to get this error intermittently.  Does 
anyone have any idea what it might mean?

Can't call method "as_string" on an undefined value at 
/home/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm 
line 304,  line 323.

Thanks,

Matt
-- 
Matt Adams
Development & Network Services, Cypress Interactive
http://cypressinteractive.com, http://edsuite.com

From change+lists.rt at nightwind.net  Mon Dec 21 14:02:59 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Mon, 21 Dec 2009 11:02:59 -0800
Subject: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP
In-Reply-To: <4B2FC1E0.5010006@cypressinteractive.com>
References: <4B2FC1E0.5010006@cypressinteractive.com>
Message-ID: <1261422179.2904.1351186873@webmail.messagingengine.com>

On Mon, 21 Dec 2009 11:43:44 -0700, "Matt Adams"
 said:
> Out of the blue I am starting to get this error intermittently.  Does 
> anyone have any idea what it might mean?
> 
> Can't call method "as_string" on an undefined value at 
> /home/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm 
> line 304,  line 323.

Check all your ExternalAuth settings in RT_SiteConfig.pm.  Things like
'filter' and 'd_filter' cannot be empty, they must have some value.  I
have filter set to '(objectClass=*)' to always match, and d_filter set
to '(objectClass=ThisWillNeverMatch)' to never match (as I have no such
attribute in LDAP).

From matt.adams at cypressinteractive.com  Mon Dec 21 14:13:23 2009
From: matt.adams at cypressinteractive.com (Matt Adams)
Date: Mon, 21 Dec 2009 12:13:23 -0700
Subject: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP
In-Reply-To: <1261422179.2904.1351186873@webmail.messagingengine.com>
References: <4B2FC1E0.5010006@cypressinteractive.com>
	<1261422179.2904.1351186873@webmail.messagingengine.com>
Message-ID: <4B2FC8D3.8040508@cypressinteractive.com>

Nick Kartsioukas wrote:

> Check all your ExternalAuth settings in RT_SiteConfig.pm.  Things like
> 'filter' and 'd_filter' cannot be empty, they must have some value.  I
> have filter set to '(objectClass=*)' to always match, and d_filter set
> to '(objectClass=ThisWillNeverMatch)' to never match (as I have no such
> attribute in LDAP).

Unfortunately both of those settings are configured properly.  This 
error just started appearing out of the blue.  I haven't changed 
anything recently.

FWIW, I'm using a mod_perl2 configuration.

-- 
Matt Adams
Development & Network Services, Cypress Interactive
http://cypressinteractive.com, http://edsuite.com

From mike.peachey at jennic.com  Mon Dec 21 14:24:32 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 21 Dec 2009 19:24:32 +0000
Subject: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP
In-Reply-To: <4B2FC8D3.8040508@cypressinteractive.com>
References: <4B2FC1E0.5010006@cypressinteractive.com>	<1261422179.2904.1351186873@webmail.messagingengine.com>
	<4B2FC8D3.8040508@cypressinteractive.com>
Message-ID: <4B2FCB70.9040904@jennic.com>

Matt Adams wrote:
> Nick Kartsioukas wrote:
> 
>> Check all your ExternalAuth settings in RT_SiteConfig.pm.  Things like
>> 'filter' and 'd_filter' cannot be empty, they must have some value.  I
>> have filter set to '(objectClass=*)' to always match, and d_filter set
>> to '(objectClass=ThisWillNeverMatch)' to never match (as I have no such
>> attribute in LDAP).
> 
> Unfortunately both of those settings are configured properly.  This 
> error just started appearing out of the blue.  I haven't changed 
> anything recently.

It is definitely related to the filter. The problem is in UserExists 
which ensures that the user actually exists in the user database, and is 
run once for each specified database iirc.

Shortened for simpicity:

#################################################################
my $config = $RT::ExternalSettings->{$service};
my $filter = $config->{'filter'};

if ($filter eq "()") { undef($filter) };

if (defined($config->{'attr_map'}->{'Name'})) {
   # Construct the complex filter
   $filter = Net::LDAP::Filter->new(
     '(&' . $filter . '(' . $config->{'attr_map'}->{'Name'} . '=' . 
$username . '))');
}

my @attrs = values(%{$config->{'attr_map'}});

# Check that the user exists in the LDAP service
$RT::Logger->debug( "LDAP Search === ",
                         "Base:",
                         $base,
                         "== Filter:",
                         $filter->as_string,
                         "== Attrs:",
                         join(',', at attrs));

my $user_found = $ldap->search( base    => $base,
                                 filter  => $filter,
                                 attrs   => \@attrs);

#################################################################

The filter information is taken directly from your config and used to 
build a filter object. There is then a debug message that uses as_string 
to print out the filter object. In your case, $filter is not a defined 
object and so the as_string call is invalid.

Double, triple and then quadruple check your filter value in the config.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________

From Christopher.Epp at gov.bc.ca  Mon Dec 21 14:28:56 2009
From: Christopher.Epp at gov.bc.ca (Epp, Christopher CLBC:EX)
Date: Mon, 21 Dec 2009 11:28:56 -0800
Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has
	columnheaders/data mixed up. Bug?
References: 

Message-ID: 

Not a perl guy, but I believe I figured out the problem. There is a bug in the code for Results.tsv. 

Anywhere in particular I should be posting the fix?

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Epp, Christopher CLBC:EX
Sent: Thu 17/12/2009 3:42 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has columnheaders/data mixed up. Bug?

I upgraded 3.8.2 to both 3.8.6 and 3.8.7 in a test environment copied from my production installation.

In both versions I have had problems with the spreadsheet function. At first, it changed output from the previous version by outputting all custom fields, even ones not related to the queue I was exporting. That was fixed when I installed the Parse::BooleanLogic cpan module.

Now the problem is that the CF column headers are mixed up. So for example the CF-FirstName column heading would be over the LastName Data.

Is anyone else having this problem? Is this a bug?

Cheers,
Chris

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

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

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com  

From matt.adams at cypressinteractive.com  Mon Dec 21 15:17:03 2009
From: matt.adams at cypressinteractive.com (Matt Adams)
Date: Mon, 21 Dec 2009 13:17:03 -0700
Subject: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP
In-Reply-To: <4B2FCB70.9040904@jennic.com>
References: <4B2FC1E0.5010006@cypressinteractive.com>	<1261422179.2904.1351186873@webmail.messagingengine.com>
	<4B2FC8D3.8040508@cypressinteractive.com>
	<4B2FCB70.9040904@jennic.com>
Message-ID: <4B2FD7BF.3090005@cypressinteractive.com>

Mike Peachey wrote:

> It is definitely related to the filter. The problem is in UserExists 
> which ensures that the user actually exists in the user database, and is 
> run once for each specified database iirc.
> 
> Double, triple and then quadruple check your filter value in the config.

I'm not convinced that the filter value is the config is to blame for 
this.  It hasn't been changed since the initial installation and 
everything has been working up until a little while ago.

I found out what was causing the problem although I still don't know 
*why* it is a problem.

Someone changed the URL to RT in our wiki to be http://rt?user=john_doe 
so that the username would be set automatically as per the wiki 
username.  Seemed like a smart idea since both authenticate against the 
same LDAP server.  Whenever this URL is used to get to RT the error appears.

If I remove ?user=john_doe and log in manually everything works just fine.

Does anyone know why this would be?  We're using RT 3.8.5 and 
RT::Authen::ExternalAuth 0.08

My problem is solved for the time being but it would be nice to know why 
?user=john_doe causes problems.

Thanks,

Matt
-- 
Matt Adams
Development & Network Services, Cypress Interactive
http://cypressinteractive.com, http://edsuite.com

From william.graboyes at theportalgrp.com  Mon Dec 21 15:22:11 2009
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Mon, 21 Dec 2009 12:22:11 -0800
Subject: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP
In-Reply-To: <4B2FD7BF.3090005@cypressinteractive.com>
References: <4B2FC1E0.5010006@cypressinteractive.com>
	<1261422179.2904.1351186873@webmail.messagingengine.com>
	<4B2FC8D3.8040508@cypressinteractive.com>
	<4B2FCB70.9040904@jennic.com>
	<4B2FD7BF.3090005@cypressinteractive.com>
Message-ID: <8a5c3dac0912211222k4a1b21d6yf0944f1f71393313@mail.gmail.com>

Hi Matt,

This is nothing more than an uneducated guess, so take it as a grain of
salt, Could it possibly have something to do with writing/maintaining the
cookie/session?

Thanks,
Bill

On Mon, Dec 21, 2009 at 12:17 PM, Matt Adams <
matt.adams at cypressinteractive.com> wrote:

> Mike Peachey wrote:
>
> > It is definitely related to the filter. The problem is in UserExists
> > which ensures that the user actually exists in the user database, and is
> > run once for each specified database iirc.
> >
> > Double, triple and then quadruple check your filter value in the config.
>
> I'm not convinced that the filter value is the config is to blame for
> this.  It hasn't been changed since the initial installation and
> everything has been working up until a little while ago.
>
> I found out what was causing the problem although I still don't know
> *why* it is a problem.
>
> Someone changed the URL to RT in our wiki to be http://rt?user=john_doe
> so that the username would be set automatically as per the wiki
> username.  Seemed like a smart idea since both authenticate against the
> same LDAP server.  Whenever this URL is used to get to RT the error
> appears.
>
> If I remove ?user=john_doe and log in manually everything works just fine.
>
> Does anyone know why this would be?  We're using RT 3.8.5 and
> RT::Authen::ExternalAuth 0.08
>
> My problem is solved for the time being but it would be nice to know why
> ?user=john_doe causes problems.
>
>
> Thanks,
>
> Matt
> --
> Matt Adams
> Development & Network Services, Cypress Interactive
> http://cypressinteractive.com, http://edsuite.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 juann.dlc at gmail.com  Mon Dec 21 16:00:36 2009
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Mon, 21 Dec 2009 17:00:36 -0400
Subject: [rt-users] not send email to user
Message-ID: <662d45d40912211300x6fa149fdx800f83d7ef883e2c@mail.gmail.com>

Hi guys, I need some help or advise. I have my RT to receive emails and send
it to an specific queue and it sends a replay to the author(sender) but I
have a server monitoring application that sends emails when something is
off. I want my rt to NOT send a replay to that email due to the monitoring
application is not programed to receive emails and its keeps looping back.
How can i do that?
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From boxyzzy at gmail.com  Mon Dec 21 16:06:15 2009
From: boxyzzy at gmail.com (boxyzzy at gmail.com)
Date: Mon, 21 Dec 2009 16:06:15 -0500
Subject: [rt-users] mailgate and RT-Authen-ExternalAuth
Message-ID: 

How do I get mailgate to parse "From: user at address" and pass user,
instead of user at address, to RT-Authen-ExternalAuth for LDAP
authentication and automatic creation of user?

Thanks, in advance, for your help,

Mike

From ggreene at minervanetworks.com  Mon Dec 21 15:57:23 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Mon, 21 Dec 2009 12:57:23 -0800
Subject: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP
In-Reply-To: <8a5c3dac0912211222k4a1b21d6yf0944f1f71393313@mail.gmail.com>
Message-ID: 

That or the fact that that isn?t valid RFC compliant URI syntax: try
http://rt/?user=john_doe instead. While some web browsers/servers will fake
it and try to work, most standards compliant ones like lighttp and Apache
aren?t as forgiving.

On 12/21/09 12:22 PM, "William Graboyes" 
wrote:

> Hi Matt,
> 
> This is nothing more than an uneducated guess, so take it as a grain of salt,
> Could it possibly have something to do with writing/maintaining the
> cookie/session?
> 
> Thanks,
> Bill
> 
> On Mon, Dec 21, 2009 at 12:17 PM, Matt Adams
>  wrote:
>> Mike Peachey wrote:
>> 
>>> > It is definitely related to the filter. The problem is in UserExists
>>> > which ensures that the user actually exists in the user database, and is
>>> > run once for each specified database iirc.
>>> >
>>> > Double, triple and then quadruple check your filter value in the config.
>> 
>> I'm not convinced that the filter value is the config is to blame for
>> this. ?It hasn't been changed since the initial installation and
>> everything has been working up until a little while ago.
>> 
>> I found out what was causing the problem although I still don't know
>> *why* it is a problem.
>> 
>> Someone changed the URL to RT in our wiki to be http://rt?user=john_doe
>> so that the username would be set automatically as per the wiki
>> username. ?Seemed like a smart idea since both authenticate against the
>> same LDAP server. ?Whenever this URL is used to get to RT the error appears.
>> 
>> If I remove ?user=john_doe and log in manually everything works just fine.
>> 
>> Does anyone know why this would be? ?We're using RT 3.8.5 and
>> RT::Authen::ExternalAuth 0.08
>> 
>> My problem is solved for the time being but it would be nice to know why
>> ?user=john_doe causes problems.
>> 
>> 
>> Thanks,
>> 
>> Matt
>> --
>> Matt Adams
>> Development & Network Services, Cypress Interactive
>> http://cypressinteractive.com, http://edsuite.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

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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From ktm at rice.edu  Mon Dec 21 16:38:45 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 21 Dec 2009 15:38:45 -0600
Subject: [rt-users] limit ticket owners dropdown box by group memberships
Message-ID: <20091221213845.GJ3863@it.is.rice.edu>

Does anyone have a recipe to restrict the ticket Owner dropdown
box to the members in a group? By default, it looks like all
privileged users are in the dropdown and for the queues in
question, only members of a particular group can own tickets
so just seeing the pre-trimmed list would really help. Of
course, I could be missing an obvious reason why that would
not work.

Cheers,
Ken

From falcone at bestpractical.com  Mon Dec 21 16:59:07 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 21 Dec 2009 16:59:07 -0500
Subject: [rt-users] limit ticket owners dropdown box by group memberships
In-Reply-To: <20091221213845.GJ3863@it.is.rice.edu>
References: <20091221213845.GJ3863@it.is.rice.edu>
Message-ID: <20091221215907.GI867@jibsheet.com>

On Mon, Dec 21, 2009 at 03:38:45PM -0600, Kenneth Marshall wrote:
> Does anyone have a recipe to restrict the ticket Owner dropdown
> box to the members in a group? By default, it looks like all
> privileged users are in the dropdown and for the queues in
> question, only members of a particular group can own tickets
> so just seeing the pre-trimmed list would really help. Of
> course, I could be missing an obvious reason why that would
> not work.

This means you've given Privileged users OwnTicket somewhere (possible
on a disabled queue)

-kevin
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From falcone at bestpractical.com  Mon Dec 21 17:01:39 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 21 Dec 2009 17:01:39 -0500
Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has
 columnheaders/data mixed up. Bug?
In-Reply-To: 
References: 

Message-ID: <20091221220139.GJ867@jibsheet.com>

On Mon, Dec 21, 2009 at 11:28:56AM -0800, Epp, Christopher CLBC:EX wrote:
> Not a perl guy, but I believe I figured out the problem. There is a bug in the code for Results.tsv. 
>  
> Anywhere in particular I should be posting the fix?

patches can go to the list or to rt-bugs at bestpractical.com

You may want to compare your patch to git commit
1f4fa271b9e9c78104257f729f3046f9c30694e0

-kevin

> 
> From: rt-users-bounces at lists.bestpractical.com on behalf of Epp, Christopher CLBC:EX
> Sent: Thu 17/12/2009 3:42 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has columnheaders/data mixed up. Bug?
> 
> 
> 
> I upgraded 3.8.2 to both 3.8.6 and 3.8.7 in a test environment copied from my production installation.
> 
> In both versions I have had problems with the spreadsheet function. At first, it changed output from the previous version by outputting all custom fields, even ones not related to the queue I was exporting. That was fixed when I installed the Parse::BooleanLogic cpan module.
> 
> Now the problem is that the CF column headers are mixed up. So for example the CF-FirstName column heading would be over the LastName Data.
> 
> Is anyone else having this problem? Is this a bug?
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From ruslan.zakirov at gmail.com  Mon Dec 21 16:56:31 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 22 Dec 2009 00:56:31 +0300
Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has column
	headers/data mixed up. Bug?
In-Reply-To: 
References: 

Message-ID: <589c94400912211356y729deeffgc6e55584884300a0@mail.gmail.com>

On Fri, Dec 18, 2009 at 2:42 AM, Epp, Christopher CLBC:EX
 wrote:
> I upgraded 3.8.2 to both 3.8.6 and 3.8.7 in a test environment copied from my production installation.
>
> In both versions I have had problems with the spreadsheet function. At first, it changed output from the previous version by outputting all custom fields, even ones not related to the queue I was exporting. That was fixed when I installed the Parse::BooleanLogic cpan module.

But it's now 10 times faster, eats less memory, a stream instead of do
it all on the server and send data only when it's all done, so chances
to hit timeout are minimal.

> Now the problem is that the CF column headers are mixed up. So for example the CF-FirstName column heading would be over the LastName Data.

Hm. Do you mean that column name doesn't match data? Do I understand
it correctly?

>
> Is anyone else having this problem? Is this a bug?
>
> Cheers,
> Chris
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

-- 
Best regards, Ruslan.

From Christopher.Epp at gov.bc.ca  Mon Dec 21 17:10:54 2009
From: Christopher.Epp at gov.bc.ca (Epp, Christopher CLBC:EX)
Date: Mon, 21 Dec 2009 14:10:54 -0800
Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has column
	headers/data mixed up. Bug?
References: 
	<589c94400912211356y729deeffgc6e55584884300a0@mail.gmail.com>
Message-ID: 

Yes, the new routines are faster. I'm happy with them. I was reporting the issue because I had seen someone asking about the same problem of having non-associated custom fields appear when they were not required. So in case the person saw the post they would see the answer. It would be nice to have had the release notes state that without installing Parse:BooleanLogic that there would be export issues.

Yes you are understanding correctly. The column data and column names did not match up for the custom fields. I believe I found the problem. In the Results.tsv file at line 110 the sort call had $a on both sides of the <=>. It was previously this:

    foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$a} } keys %cf_name_to_pos ) {

I changed it to:

    foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$b} } keys %cf_name_to_pos ) {

It now appears to work properly under any testing we have done. I am not a perl programmer, so I hope that was a correct fix.

________________________________

From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
Sent: Mon 21/12/2009 1:56 PM
To: Epp, Christopher CLBC:EX
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has column headers/data mixed up. Bug?

On Fri, Dec 18, 2009 at 2:42 AM, Epp, Christopher CLBC:EX
 wrote:
> I upgraded 3.8.2 to both 3.8.6 and 3.8.7 in a test environment copied from my production installation.
>
> In both versions I have had problems with the spreadsheet function. At first, it changed output from the previous version by outputting all custom fields, even ones not related to the queue I was exporting. That was fixed when I installed the Parse::BooleanLogic cpan module.

But it's now 10 times faster, eats less memory, a stream instead of do
it all on the server and send data only when it's all done, so chances
to hit timeout are minimal.

> Now the problem is that the CF column headers are mixed up. So for example the CF-FirstName column heading would be over the LastName Data.

Hm. Do you mean that column name doesn't match data? Do I understand
it correctly?

>
> Is anyone else having this problem? Is this a bug?
>
> Cheers,
> Chris
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com  
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com  
>

--
Best regards, Ruslan.

From Christopher.Epp at gov.bc.ca  Mon Dec 21 17:19:04 2009
From: Christopher.Epp at gov.bc.ca (Epp, Christopher CLBC:EX)
Date: Mon, 21 Dec 2009 14:19:04 -0800
Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has
	columnheaders/data mixed up. Bug?
References: 
	<20091221220139.GJ867@jibsheet.com>
Message-ID: 

Thanks Kevin,

I've never used git before, but that commit is the same fix I did for myself, so I don't need to submit it then.

Thanks for taking the time to respond and educate me.

Cheers,
Chris

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Kevin Falcone
Sent: Mon 21/12/2009 2:01 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has columnheaders/data mixed up. Bug?

On Mon, Dec 21, 2009 at 11:28:56AM -0800, Epp, Christopher CLBC:EX wrote:
> Not a perl guy, but I believe I figured out the problem. There is a bug in the code for Results.tsv.
> 
> Anywhere in particular I should be posting the fix?

patches can go to the list or to rt-bugs at bestpractical.com

You may want to compare your patch to git commit
1f4fa271b9e9c78104257f729f3046f9c30694e0

-kevin

>
> From: rt-users-bounces at lists.bestpractical.com on behalf of Epp, Christopher CLBC:EX
> Sent: Thu 17/12/2009 3:42 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Spreadsheet/Export in 3.8.6/3.8.7 has columnheaders/data mixed up. Bug?
>
>
>
> I upgraded 3.8.2 to both 3.8.6 and 3.8.7 in a test environment copied from my production installation.
>
> In both versions I have had problems with the spreadsheet function. At first, it changed output from the previous version by outputting all custom fields, even ones not related to the queue I was exporting. That was fixed when I installed the Parse::BooleanLogic cpan module.
>
> Now the problem is that the CF column headers are mixed up. So for example the CF-FirstName column heading would be over the LastName Data.
>
> Is anyone else having this problem? Is this a bug?

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From ktm at rice.edu  Mon Dec 21 17:36:05 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 21 Dec 2009 16:36:05 -0600
Subject: [rt-users] limit ticket owners dropdown box by group	memberships
In-Reply-To: <20091221215907.GI867@jibsheet.com>
References: <20091221213845.GJ3863@it.is.rice.edu>
	<20091221215907.GI867@jibsheet.com>
Message-ID: <20091221223605.GK3863@it.is.rice.edu>

On Mon, Dec 21, 2009 at 04:59:07PM -0500, Kevin Falcone wrote:
> On Mon, Dec 21, 2009 at 03:38:45PM -0600, Kenneth Marshall wrote:
> > Does anyone have a recipe to restrict the ticket Owner dropdown
> > box to the members in a group? By default, it looks like all
> > privileged users are in the dropdown and for the queues in
> > question, only members of a particular group can own tickets
> > so just seeing the pre-trimmed list would really help. Of
> > course, I could be missing an obvious reason why that would
> > not work.
> 
> This means you've given Privileged users OwnTicket somewhere (possible
> on a disabled queue)
> 
> -kevin

Thank you. I will go a-huntin'.

Ken

From matt.adams at cypressinteractive.com  Mon Dec 21 18:24:21 2009
From: matt.adams at cypressinteractive.com (Matt Adams)
Date: Mon, 21 Dec 2009 16:24:21 -0700
Subject: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP
In-Reply-To: 
References: 
Message-ID: <4B3003A5.201@cypressinteractive.com>

Gary Greene wrote:

> That or the fact that that isn?t valid RFC compliant URI syntax: try 
> http://rt/?user=john_doe instead. While some web browsers/servers will 
> fake it and try to work, most standards compliant ones like lighttp and 
> Apache aren?t as forgiving.

I've tried both variations and it makes no difference.  RT errors out 
either way.

-- 
Matt Adams
Development & Network Services, Cypress Interactive
http://cypressinteractive.com, http://edsuite.com

From samir.marhoum at gmail.com  Tue Dec 22 03:50:32 2009
From: samir.marhoum at gmail.com (samir marhoum)
Date: Tue, 22 Dec 2009 08:50:32 +0000
Subject: [rt-users] Add condition in template
In-Reply-To: <378a2ec80912160257t2a341a51o1baf76e3d44dcb0e@mail.gmail.com>
References: <378a2ec80912160257t2a341a51o1baf76e3d44dcb0e@mail.gmail.com>
Message-ID: <378a2ec80912220050k992e49cmf9f57bcd90476dc@mail.gmail.com>

Hi,

Any one can help ?

2009/12/16 samir marhoum 

>  Hi,
>
> I need to send email notification based on a custum field value, ie if a CF
> value is X send email to john at mail.com if it's Y send to peter at company.org
>
> Can you please help me on this ?
>
> Best Regards.
>
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From boxyzzy at gmail.com  Tue Dec 22 08:20:36 2009
From: boxyzzy at gmail.com (boxyzzy at gmail.com)
Date: Tue, 22 Dec 2009 08:20:36 -0500
Subject: [rt-users] mailgate and RT-Authen-ExternalAuth
In-Reply-To: 
References: 
Message-ID: 

How do I get mailgate to parse "From: user at address" and pass user,
instead of user at address, to RT-Authen-ExternalAuth for LDAP
authentication and automatic creation of user?

Thanks, in advance, for your help,

Mike

From smcstravick at eyelit.com  Tue Dec 22 10:04:25 2009
From: smcstravick at eyelit.com (Steve McStravick)
Date: Tue, 22 Dec 2009 10:04:25 -0500
Subject: [rt-users] What's Wrong with RT?
Message-ID: <018701ca8318$0d9f2df0$28dd89d0$@com>

Ok, it's a pointed question!
Basically I'm trying to convince my company to implement RT. 
I've implemented at my former employer a few years ago and loved it so I
want my new company to buy into it.  My current employer is supportive
towards it so far but wants to know it's shortcomings so they can see if any
of them would prevent us from being able to use it.
For me, I love it 's ease of use, but the short coming I would see is the
lack of Project Management .
They are also asking about CRM type stuff, so the sales folks can keep track
of leads and email our customer press releases or announcements.
Anything else?

We currently used DotProject for project Management Stuff and CVS for
Developer version control..anyone linked into these systems?
I'm also wondering about the email, we currently subscribe to an external
email provider...does this work with RT?  I know with RT set up an email
server on the Linux box, but can this interact with an external
provider?...Since email is  HUGE reason for enabling such a system, I'm
wondering how that would work?  Is it just a matter of setting up a
forwarding an account on the Linux box?

Thanks for all your help,
I know the user community for RT is very active, so I'm hoping to hear some
feedback to help me in my cause!

Steve

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From andy at andymillar.co.uk  Tue Dec 22 10:18:53 2009
From: andy at andymillar.co.uk (Andy Millar)
Date: Tue, 22 Dec 2009 15:18:53 +0000
Subject: [rt-users] What's Wrong with RT?
In-Reply-To: <018701ca8318$0d9f2df0$28dd89d0$@com>
References: <018701ca8318$0d9f2df0$28dd89d0$@com>
Message-ID: <1261495133.5115.179.camel@millaralpt>

On Tue, 2009-12-22 at 10:04 -0500, Steve McStravick wrote:

> I?m also wondering about the email, we currently subscribe to an
> external email provider...does this work with RT?  I know with RT set
> up an email server on the Linux box, but can this interact with an
> external provider?...Since email is  HUGE reason for enabling such a
> system, I?m wondering how that would work?  Is it just a matter of
> setting up a forwarding an account on the Linux box?

If you're currently downloading mail from a third party via POP/IMAP (or
other), your best bet is probably to use fetchmail to poll and pipe mail
through to RT. 

At least that saves you exposing a mail server to the internet just for
RT.

Andy

From zachb at oxfordsuites.com  Tue Dec 22 11:47:41 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Tue, 22 Dec 2009 08:47:41 -0800
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
Message-ID: 

Can anyone tell me why I am getting the following error and how to resolve
it? I'm trying to install RT38 from the ports in FreeBSD 8. It creates the
/usr/local/www/rt38 directory but it is empty. And I get the following
error. How can I get past this? I am fairly new to FreeBSD and installation
of RT. Thanks!

===============================

.

===>   Generating temporary packing list

===>  Checking if www/rt38 already installed

===>   rt-3.8.6 is already installed

      You may wish to ``make deinstall'' and install this port again

      by ``make reinstall'' to upgrade it properly.

      If you really wish to overwrite the old port of www/rt38

      without deleting it first, set the variable "FORCE_PKG_REGISTER"

      in your environment or the "make install" command line.

*** Error code 1

Stop in /usr/ports/www/rt38.

*** Error code 1

Stop in /usr/ports/www/rt38.

*** Error code 1

Stop in /usr/ports/www/rt38.

freebsd8# rt-3.8.6 is already installed

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From m.seaman at infracaninophile.co.uk  Tue Dec 22 12:38:03 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Tue, 22 Dec 2009 17:38:03 +0000
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: 
References: 
Message-ID: <4B3103FB.8040708@infracaninophile.co.uk>

Zach Boettner wrote:
> Can anyone tell me why I am getting the following error and how to resolve
> it? I'm trying to install RT38 from the ports in FreeBSD 8. It creates the
> /usr/local/www/rt38 directory but it is empty. And I get the following
> error. How can I get past this? I am fairly new to FreeBSD and installation
> of RT. Thanks!

/usr/local/www/rt38 is actually meant to be empty.  It's the location for installing
customizations and add-on RT packages.

Look at /usr/local/lib/perl5/site-perl/5.10.1/RT, /usr/local/share/rt38 and /usr/local/etc/rt38 for the majority of the code.

Looks like you have actually managed to get RT installed successfully: all you
need now is to set up the database, sort out the Apache config and start using it.

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From tgpfeiffer at web.de  Tue Dec 22 14:19:08 2009
From: tgpfeiffer at web.de (Tobias G. Pfeiffer)
Date: Tue, 22 Dec 2009 20:19:08 +0100
Subject: [rt-users] ExternalAuth+LDAP questions/oddities
Message-ID: <200912222019.13985.tgpfeiffer@web.de>

Hi!

I have the following setup: Two machines, web.vm and db.vm (both Ubuntu 
9.10), where web.vm hosts a newly installed rt-3.8.4 (from the Ubuntu 
repositories) and db.vm an OpenLDAP server. I have installed the 
ExternalAuth plugin (using cpan) as described on 
http://wiki.bestpractical.com/view/ExternalAuth but it doesn't really 
work out.

I'll list the config file RT_SiteConfig.pm, then the problems:

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

# This file was generated by running "update-rt-siteconfig".
#
# While local modifications will not be overwritten without permission,
# it is recommended the they are instead placed in
# /etc/request-tracker3.8/RT_SiteConfig.d
#
# Note that modifications to the RT_SiteConfig.d directory won't
# take effect until the update command mentioned above is run again.

# start /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone
# dynamically find out the current timezone
my $zone = "UTC";
$zone=`/bin/cat /etc/timezone`
  if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
# end   /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone

# start /etc/request-tracker3.8/RT_SiteConfig.d/41-external-auth
Set( @Plugins, qw(RT::Authen::ExternalAuth) );

Set($ExternalAuthPriority,  [   'My_LDAP'  ]);

Set($ExternalInfoPriority,  [   'My_LDAP'  ]);

Set($ExternalServiceUsesSSLorTLS,  0);

Set($AutoCreateNonExternalUsers,  0);

Set($ExternalSettings,    {   # AN EXAMPLE LDAP SERVICE
  'My_LDAP'     =>  {
    ## GENERIC SECTION
    # The type of service (db/ldap/cookie)
    'type'            =>  'ldap',
    # The server hosting the service
    'server'          =>  'db.vm',
    ## SERVICE-SPECIFIC SECTION
    # If you can bind to your LDAP server anonymously you should
    # remove the user and pass config lines, otherwise specify them 
here:
    #
    # The username RT should use to connect to the LDAP server
    #'user'            =>  'rt_ldap_username',
    # The password RT should use to connect to the LDAP server
    #'pass'          =>  'rt_ldap_password',
    #
    # The LDAP search base
    'base'            =>  'dc=vm',
    #
    # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
    # YOU **MUST** SPECIFY A filter AND A d_filter!!
    #
    # The filter to use to match RT-Users
    'filter'          =>  '(objectClass=person)',
    # A catch-all example filter: '(objectClass=*)'
    #
    # The filter that will only match disabled users
    'd_filter'          =>  '(objectClass=FooBarBaz)',
    # A catch-none example d_filter: '(objectClass=FooBarBaz)'
    #
    # Should we try to use TLS to encrypt connections?
    'tls'             =>  0,
    # SSL Version to provide to Net::SSLeay *if* using SSL
    'ssl_version'         =>  3,
    # What other args should I pass to Net::LDAP->new($host, at args)?
    'net_ldap_args'       => [  version =>  3   ],
    # Does authentication depend on group membership? What group name?
    #'group'           =>  'GROUP_NAME',
    # What is the attribute for the group object that determines 
membership?
    #'group_attr'        =>  'GROUP_ATTR',
    ## RT ATTRIBUTE MATCHING SECTION
    # The list of RT attributes that uniquely identify a user
    # This example shows what you *can* specify.. I recommend reducing 
this
    # to just the Name and EmailAddress to save encountering problems 
later.
    'attr_match_list'       => [  'Name',
                      'EmailAddress'
                    ],
    # The mapping of RT attributes on to LDAP attributes
    'attr_map' =>
      {   'Name' => 'uid',
        'EmailAddress' => 'mail',
        #'Organization' => 'physicalDeliveryOfficeName',
        'RealName' => 'cn',
        'ExternalAuthId' => 'uid',
        'Gecos' => 'uid',
        #'WorkPhone' => 'telephoneNumber',
        #'Address1' => 'streetAddress',
        #'City' => 'l',
        #'State' => 'st',
        #'Zip' => 'postalCode',
        #'Country' => 'co'
      }
    }
  }
);

1;
# end   /etc/request-tracker3.8/RT_SiteConfig.d/41-external-auth

# start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
# THE BASICS:

Set($rtname, '***');
Set($Organization, 'web.vm');

Set($CorrespondAddress , 'rt at web.vm');
Set($CommentAddress , 'rt-comment at web.vm');

# THE WEBSERVER:

Set($WebPath , "/rt");
Set($WebBaseURL , "http://web.vm");

# LOGGING
Set($LogToFile    , 'debug');
# end   /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf

# start /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common
# THE DATABASE:
# generated by dbconfig-common

# map from dbconfig-common database types to their names as known by RT
my %typemap = (
  mysql   => 'mysql',
  pgsql   => 'Pg',
  sqlite3 => 'SQLite',
);

Set($DatabaseType, $typemap{pgsql} || "UNKNOWN");

Set($DatabaseHost, 'db.vm');
Set($DatabasePort, '');

Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , '****');

# SQLite needs a special case, since $DatabaseName must be a full 
pathname
my $dbc_dbname = 'rt'; if ( "pgsql" eq "sqlite3" ) { Set ($DatabaseName, 
'' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }
# end   /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common
1;

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

The format of an LDAP user entry is as follows:

dn: uid=pfeiffer,ou=team,dc=vm
givenName: Tobias
sn: Pfeiffer
mail: pfeiffer@***
uid: pfeiffer
objectClass: inetOrgPerson
objectClass: top
objectClass: person
objectClass: organizationalPerson
cn: Tobias Pfeiffer
[...]

I can login fine using the root account. Now if I try to login using the 
account "pfeiffer" and my LDAP password, the logfile lists only:

[Tue Dec 22 14:04:22 2009] [error]: FAILED LOGIN for pfeiffer from 
192.168.122.1 (/usr/share/request-tracker3.8/html/autohandler:268)

1. The "debug" log setting seems to have no effect here. (In general, 
e.g. while adding a new ticket, it works, however.)

2. I guess that the listed file ".../html/autohandler" isn't the correct 
one if ExternalAuth is used.

3. The web interface lists RT::Authen::ExternalAuth as a loaded plugin.

4. How exactly does ExternalAuth determine the DN to bind with from the 
given username? Should I login with my eMail address? The whole DN?

Maybe I'm missing something trivial... does anyone see anything that's 
missing? I've read through a number of posts where LDAP auth didn't work 
either, but at least they had the debug messages... maybe the answer to 
why I can't see them would be great already.

Thanks for your help,
Tobias
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From kfcrocker at lbl.gov  Tue Dec 22 15:41:43 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 22 Dec 2009 12:41:43 -0800
Subject: [rt-users] limit ticket owners dropdown box by group memberships
In-Reply-To: <20091221213845.GJ3863@it.is.rice.edu>
References: <20091221213845.GJ3863@it.is.rice.edu>
Message-ID: <4B312F07.6070906@lbl.gov>

Kenneth,

You have probably granted the "OwnTicket" right to either "Everyone" or 
"Privileged" at either the Global level or Queue level or both. I'd 
remove it from the Global level, then from all Queues and then grant 
that right to specific "user-defined" groups for the queues those groups 
are responsible for.

Kenn
LBNL

On 12/21/2009 1:38 PM, Kenneth Marshall wrote:
> Does anyone have a recipe to restrict the ticket Owner dropdown
> box to the members in a group? By default, it looks like all
> privileged users are in the dropdown and for the queues in
> question, only members of a particular group can own tickets
> so just seeing the pre-trimmed list would really help. Of
> course, I could be missing an obvious reason why that would
> not work.
>
> 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 kfcrocker at lbl.gov  Tue Dec 22 15:44:57 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 22 Dec 2009 12:44:57 -0800
Subject: [rt-users] Add condition in template
In-Reply-To: <378a2ec80912220050k992e49cmf9f57bcd90476dc@mail.gmail.com>
References: <378a2ec80912160257t2a341a51o1baf76e3d44dcb0e@mail.gmail.com>
	<378a2ec80912220050k992e49cmf9f57bcd90476dc@mail.gmail.com>
Message-ID: <4B312FC9.3040208@lbl.gov>

Samir,

Have you looked at the examples in the "Essentials" book?

Kenn
LBNL

On 12/22/2009 12:50 AM, samir marhoum wrote:
> Hi,
>  
> Any one can help ?
>
> 2009/12/16 samir marhoum  >
>
>     Hi,
>      
>     I need to send email notification based on a custum field value,
>     ie if a CF value is X send email to john at mail.com
>      if it's Y send to peter at company.org
>     
>      
>     Can you please help me on this ?
>      
>     Best Regards.
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 ggreene at minervanetworks.com  Tue Dec 22 16:00:35 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 22 Dec 2009 13:00:35 -0800
Subject: [rt-users] Getting an odd error when trying to resolve a ticket....
Message-ID: 

In our test environment, which soon will be our live install of RT, we're
seeing an odd error that is blocking tickets from being resolved:

RT::Ticket:: Unimplemented in HTML::Mason::Commands.
(/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128)

This occurs when clicking the Resolve link in a ticket's view.

We're using RT 3.8.1 with customizations to the web UI to simplify the view
a little more. If you need any additional information to help me diagnose
and resolve this, please ask.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

From falcone at bestpractical.com  Tue Dec 22 16:56:50 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Dec 2009 16:56:50 -0500
Subject: [rt-users] Getting an odd error when trying to resolve a
 ticket....
In-Reply-To: 
References: 
Message-ID: <20091222215650.GK867@jibsheet.com>

On Tue, Dec 22, 2009 at 01:00:35PM -0800, Gary Greene wrote:
> In our test environment, which soon will be our live install of RT, we're
> seeing an odd error that is blocking tickets from being resolved:
> 
> RT::Ticket:: Unimplemented in HTML::Mason::Commands.
> (/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128)
> 
> This occurs when clicking the Resolve link in a ticket's view.
> 
> We're using RT 3.8.1 with customizations to the web UI to simplify the view
> a little more. If you need any additional information to help me diagnose
> and resolve this, please ask.

Sounds like one of your local customizations made 
$TicketObj->$action
be called without $action being set to Comment or Correspond

-kevin
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From dallas at craigslist.org  Tue Dec 22 17:28:07 2009
From: dallas at craigslist.org (Dallas Wisehaupt)
Date: Tue, 22 Dec 2009 14:28:07 -0800 (PST)
Subject: [rt-users] RTFM and bulk update
Message-ID: 

We are looking at trying to use RTFM to do bulk comments on a set of
search results. I have been able to get the BeforeMessage Callback set
and Bulk.html updated so that the article can be searched for and
included on the bulk update page. The code is essentially ripped from
share/html/Ticket/Update.html and inserted into a local version of
Search/Bulk.html.

However, I've run into a snag/oddity, if I choose an article to
include and select the Go button, the ticket gets updated with the
content of the article and returns to the bulk update screen.

This has 2 main downsides, we get no Results div which shows that the
Message was logged, and we get a comment/correspondence for each article
that is included. If we try to add articles 1, 2, and 3 to a ticket we
get the following logged in the ticket and sent out via scrips:
     comment:
     article 1
     comment:
     article 2
     article 1
     comment:
     article 3
     article 2
     article 1

The behavior I would expect is that of Ticket/Update.html where multiple
articles could be included and the ticket is only updated when the
Update Ticket button is used.

Has anyone successfully set up RTFM for use with the bulk update
screens?

Thanks.

Dallas

RT - 3.8.6
RTFM - 2.4.2

From zachb at oxfordsuites.com  Tue Dec 22 19:07:50 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Tue, 22 Dec 2009 16:07:50 -0800
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <4B3103FB.8040708@infracaninophile.co.uk>
References: 
	<4B3103FB.8040708@infracaninophile.co.uk>
Message-ID: 

Ok, now I'm getting an HTTP 403 error when trying to access my RT
installation from my browser. I don't think I have the following correct,
but all I have to go by is
http://wiki.bestpractical.com/view/ManualApacheConfig

The syntax on the above link does not seem to match my installation, for
example, "/opt/rt3/share/html" does not seem to exist on my server. Is that
Linux syntax? The closest thing I can find to that is,
"/usr/local/share/rt38/html".

Also, the above link also shows "PerlRequire /opt/rt3/bin/webmux.pl". The
only place I see webmux.pl on my server is:
/usr/ports/www/rt38/work/rt-3.8.6/bin/webmux.pl

Feels like I'm fairly close, but what am I missing??

-----Original Message-----
From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
Sent: Tuesday, December 22, 2009 9:38 AM
To: Zach Boettner
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1

Zach Boettner wrote:
> Can anyone tell me why I am getting the following error and how to resolve
> it? I'm trying to install RT38 from the ports in FreeBSD 8. It creates the
> /usr/local/www/rt38 directory but it is empty. And I get the following
> error. How can I get past this? I am fairly new to FreeBSD and
installation
> of RT. Thanks!

/usr/local/www/rt38 is actually meant to be empty.  It's the location for
installing
customizations and add-on RT packages.

Look at /usr/local/lib/perl5/site-perl/5.10.1/RT, /usr/local/share/rt38 and
/usr/local/etc/rt38 for the majority of the code.

Looks like you have actually managed to get RT installed successfully: all
you
need now is to set up the database, sort out the Apache config and start
using it.

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

From mysublists at gmail.com  Tue Dec 22 19:30:45 2009
From: mysublists at gmail.com (Linux student)
Date: Wed, 23 Dec 2009 05:30:45 +0500
Subject: [rt-users] Web/ticket URL missing in html mails
In-Reply-To: 
References: 	<4B3103FB.8040708@infracaninophile.co.uk>

Message-ID: <4B3164B5.9060009@gmail.com>

Hi ,

RT Version : 3.8.2
OS             : fc11

In Admin Correspondence template i am using :

RT-Attach-Message: Yes
Content-Type: text/html
Content:

id} >

{$Transaction->Content()}

it generates html email fine but the problem is "Ticket URL" is missing
in all html emails.  Any  idea?

From ggreene at minervanetworks.com  Tue Dec 22 19:40:03 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 22 Dec 2009 16:40:03 -0800
Subject: [rt-users] Getting an odd error when trying to resolve a
 ticket....
In-Reply-To: <20091222215650.GK867@jibsheet.com>
Message-ID: 

On 12/22/09 1:56 PM, "Kevin Falcone"  wrote:
> On Tue, Dec 22, 2009 at 01:00:35PM -0800, Gary Greene wrote:
>> In our test environment, which soon will be our live install of RT, we're
>> seeing an odd error that is blocking tickets from being resolved:
>> 
>> RT::Ticket:: Unimplemented in HTML::Mason::Commands.
>> (/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128)
>> 
>> This occurs when clicking the Resolve link in a ticket's view.
>> 
>> We're using RT 3.8.1 with customizations to the web UI to simplify the view
>> a little more. If you need any additional information to help me diagnose
>> and resolve this, please ask.
> 
> Sounds like one of your local customizations made
> $TicketObj->$action
> be called without $action being set to Comment or Correspond
> 
> -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

Found the problem. Thanks. By the way, which template adds the header to the
top of the page (where it says
'RT for $domain    Logged in as $userid | Preferences | Log out'
?)

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

From zachb at oxfordsuites.com  Tue Dec 22 20:12:00 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Tue, 22 Dec 2009 17:12:00 -0800
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <4B3103FB.8040708@infracaninophile.co.uk>
References: 
	<4B3103FB.8040708@infracaninophile.co.uk>
Message-ID: 

I meant to send this in my last email. What is wrong with the following? I
am getting HTTP 403 error when trying to access
http://servername/rt/index.html

Alias /rt/ /usr/local/share/rt38/html
 Order allow,deny Allow from all

PerlRequire /usr/local/share/rt38/bin/webmux.pl

AddDefaultCharset UTF-8
SetHandler perl-script
PerlHandler RT::Mason

-----Original Message-----
From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
Sent: Tuesday, December 22, 2009 9:38 AM
To: Zach Boettner
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1

Zach Boettner wrote:
> Can anyone tell me why I am getting the following error and how to resolve
> it? I'm trying to install RT38 from the ports in FreeBSD 8. It creates the
> /usr/local/www/rt38 directory but it is empty. And I get the following
> error. How can I get past this? I am fairly new to FreeBSD and
installation
> of RT. Thanks!

/usr/local/www/rt38 is actually meant to be empty.  It's the location for
installing
customizations and add-on RT packages.

Look at /usr/local/lib/perl5/site-perl/5.10.1/RT, /usr/local/share/rt38 and
/usr/local/etc/rt38 for the majority of the code.

Looks like you have actually managed to get RT installed successfully: all
you
need now is to set up the database, sort out the Apache config and start
using it.

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

From bjd-dev at simplicity.net  Wed Dec 23 00:04:13 2009
From: bjd-dev at simplicity.net (Brian D)
Date: Wed, 23 Dec 2009 00:04:13 -0500
Subject: [rt-users] Web/ticket URL missing in html mails
In-Reply-To: <4B3164B5.9060009@gmail.com>
References: 
	<4B3103FB.8040708@infracaninophile.co.uk>

	<4B3164B5.9060009@gmail.com>
Message-ID: 

Try removing the angle brackets
;)  HTML Email will gobble up your link.  You may want to fully qualify a
anchor tag in this case...  e.g.  ..

-Brian

On Dec 22, 2009 7:36 PM, "Linux student"  wrote:

Hi ,

RT Version : 3.8.2
OS             : fc11

In Admin Correspondence template i am using :

RT-Attach-Message: Yes
Content-Type: text/html
Content:

id} >

{$Transaction->Content()}

it generates html email fine but the problem is "Ticket URL" is missing
in all html emails.  Any  idea?

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 m.seaman at infracaninophile.co.uk  Wed Dec 23 03:03:28 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Wed, 23 Dec 2009 08:03:28 +0000
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <36ED9398C9D24C0880309528181C83CF@oxfhqit>
References: 
	<4B3103FB.8040708@infracaninophile.co.uk>
	<36ED9398C9D24C0880309528181C83CF@oxfhqit>
Message-ID: <4B31CED0.407@infracaninophile.co.uk>

Zach Boettner wrote:
> I meant to send this in my last email. What is wrong with the following? I
> am getting HTTP 403 error when trying to access
> http://servername/rt/index.html
> 
> Alias /rt/ /usr/local/share/rt38/html
> 
> Order allow,deny
> Allow from all
> 
> 
> PerlRequire /usr/local/share/rt38/bin/webmux.pl
> 
> AddDefaultCharset UTF-8
> SetHandler perl-script
> PerlHandler RT::Mason
> 

Please keep the rt-users mailinglist in the loop rather than sending to me
directly.  

You want something like this for your Apache conf:

    ServerName rt.example.org
    DocumentRoot "/usr/local/share/rt38/html"
    AddDefaultCharset UTF-8

    PassEnv PATH

    ## Uncomment the following, change port number to 443 above and obtain key and
    ## cert if you want HTTPS:
    #SSLEngine on
    #SSLCipherSuite RSA:!EXP:!NULL:+HIGH:+MEDIUM:-LOW
    #SSLCertificateFile /usr/local/www/apache22/certs/rt.example.org-cert.pem
    #SSLCertificateKeyFile /usr/local/www/apache22/certs/rt.example.org-key.pem

        Options none
        AllowOverride none

        Order Deny,Allow
        Allow from all

    PerlRequire /usr/local/bin/webmux.pl

        SetHandler default

       SetHandler perl-script
       PerlHandler RT::Mason

This assumes:

   * Apache 2.x
   * You have a separate rt.example.org hostname that is only used for RT
   * RT is based at the root of the site.

To make RT appear in a sub directory ... ie http://rt.example.org/rt/ you need
to add an alias before the  sections:

   Alias /rt/ /usr/local/share/rt38/html

and then add a leading /rt/ to the locations:

        SetHandler default

       SetHandler perl-script
       PerlHandler RT::Mason

However you arrange the site, you will have to make sure that RT_SiteConfig.pm
conforms to the same layout.

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From rs at runsolutions.com  Wed Dec 23 04:32:06 2009
From: rs at runsolutions.com (Raimund Sacherer)
Date: Wed, 23 Dec 2009 10:32:06 +0100
Subject: [rt-users] Set a Ticket and associates to Confidential
In-Reply-To: 
References: 
Message-ID: <1261560058-sup-8135@runsolutions.com>

Hello Mailinglist.

I have a special requirement from our client. There are different groups of tickets, which I clearly can distinguish with queues, but I need the possibility to define a Ticket as confidential. e.g., if there are sensitive log data which should only be known to few people, etc.

It has to be more or less hassle free to Operate, so I was thinking:

Create a Queue Confidential.
This Queue has a group associated where only the administrator (chief of department) is defined.
If a Ticket get's into this queue, only the administrator can view/edit it, and he add's the people who should be able to see the ticket as admincc's.
Ideally only he and the defined admincc's for this Ticket would be able to view and edit this Ticket.

I tried it but it did not work, I assume because the persons do not have the rights.

I read alot in the wiki and one thing popped into my head: for a ticket to be shown you need the ShowTicket right to both, the ticket and it's queue.

So, how can I easily grant specific persons the ShowTicket right on the "confidential" queue so they are only able to see *this* ticket (and associated tickets as I want to implement this with RTIR).

Or is there another way to define a Ticket (or Inscident/Report/Investigation) confidential?

Thanks for help,

best regards
-- 
-- 
Raimund Sacherer
-
RunSolutions
     Open Source It Consulting
-
Email: rs at runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 -  Palma de Mallorca
Baleares

From jose.fernandez at naxos-fr.net  Wed Dec 23 04:40:41 2009
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Wed, 23 Dec 2009 10:40:41 +0100
Subject: [rt-users] [Fwd: Re:  RT With FastCGI]
Message-ID: <1261561241.28019.5.camel@Dream.Developpement>

Thank you for your help. It's a bit better but I have a problem
apparently apache2 configuration. Here is the message I log in apache2:

[warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to
remain running for 30 seconds given 3 attempts, its restart interval has
been backed off to 600 seconds

An idea?

Thank you

-------- Message transf?r? --------
De: Hugh Esco 
R?pondre ?: hesco at campaignfoundations.com
?: jose.fernandez at naxos-fr.net, rt-users at lists.bestpractical.com
Sujet: Re: [rt-users] RT With FastCGI
Date: Mon, 21 Dec 2009 09:44:39 -0800 (PST)

I would start by giving a real path to your DocRoot and
ScriptAlias lines.  Lose the extra space between '/' and
'opt...'

Restart apache and test again.

-- Hugh Esco
http://CampaignFoundations.com/

From: =?ISO-8859-1?Q?jos=E9?= fernandez 
To: rt-users at lists.bestpractical.com
Date: Mon, 21 Dec 2009 16:13:37 +0100
Subject: [rt-users] RT With FastCGI

Hello,

I want to use FastCGI with RT. So I installed the modules
libcgi-fast-perl and libapache2-mod-fastcgi of Apache2 and Apache2 is my
configuration:

        ServerName www.example.com
        DocumentRoot /opt/rt3/share/html

        ErrorLog / var/log/apache2/rt/error.log
        CustomLog / var/log/apache2/rt/access.log combined

       AddHandler fastcgi-script fcgi
       ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi /

       Options FollowSymLinks ExecCGI
       AllowOverride None

apache2.conf then I added:

# Number of processes is tunable, but you need at least 3 or 4
FastCgiServer /opt/rt3/bin/mason_handler.fcgi-idle-timeout
120-processes 4

I have an error message and can not access RT because I have a 500
error. When I checked my logs this is what I have:

FastCGI: comm with server "/ opt/rt3/bin/mason_handler.fcgi" aborted:idle timeout (30 sec)
 FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi"

Have you an idea of the problem?

Thank you

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From cgarcia at ific.uv.es  Wed Dec 23 05:29:37 2009
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Wed, 23 Dec 2009 11:29:37 +0100
Subject: [rt-users] Is there an easy way to disable attach files?
Message-ID: <4B31F111.3080704@ific.uv.es>

Hi,

I'm being responsible to deploy RT on our institution. My boss doesn't 
want to allow the upload of attached files to tickets, so I'm disabling 
it. I thought that it would be possible though etc/RT_SiteConfig.pm. I 
have set MaxAttachmentSize to 0, but even with a 0 value the system let 
me upload files which I can later retrieve (hence they are on the database).

I now that I can copy every share/html file where there is an "upload 
field" to local/html and edit them to remove the code that shows this 
field, but that means at least editing 3 pages (Ticket/Create.html, 
Ticket/Update.html and Ticket/ModifyAll.html). Before I continue, I ask 
myself, and want to ask you, if there is an easier/better way to disable 
the upload of files.

Any advice is, as always, very welcome.

Regards, and Marry Christmas,
Carlos
-- 
  _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Inform?ticos
|  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| Espa?a / Spain                              Fax: +34 963543488
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From rui-f-meireles at telecom.pt  Wed Dec 23 07:21:12 2009
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Wed, 23 Dec 2009 12:21:12 +0000
Subject: [rt-users] Search Tickets for Non-Staff users
References:  
Message-ID: 

Is it possible for Non-Staff Users to search Tickets with an interface similar to the one available to Staff Users?
(Simple Search / Tickets)

I'd really like to have a Search Feature and I don't know how to.

Thanks.

From falcone at bestpractical.com  Wed Dec 23 09:22:59 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Dec 2009 09:22:59 -0500
Subject: [rt-users] RTFM and bulk update
In-Reply-To: 
References: 
Message-ID: <20091223142259.GL867@jibsheet.com>

On Tue, Dec 22, 2009 at 02:28:07PM -0800, Dallas Wisehaupt wrote:
> We are looking at trying to use RTFM to do bulk comments on a set of
> search results. I have been able to get the BeforeMessage Callback set
> and Bulk.html updated so that the article can be searched for and
> included on the bulk update page. The code is essentially ripped from
> share/html/Ticket/Update.html and inserted into a local version of
> Search/Bulk.html.
> 
> However, I've run into a snag/oddity, if I choose an article to
> include and select the Go button, the ticket gets updated with the
> content of the article and returns to the bulk update screen.
> 
> This has 2 main downsides, we get no Results div which shows that the
> Message was logged, 

These missing messages are actually a bug whose fix was included in 3.8.7

> and we get a comment/correspondence for each article
> that is included. If we try to add articles 1, 2, and 3 to a ticket we
> get the following logged in the ticket and sent out via scrips:

This is most likely because you need to port the code from Update.html
which stops ticket update on certain conditions (like adding
attachments).  RTFM even has a callback for stopping creation in
Create.html

-kevin

>      comment:
>      article 1
>      comment:
>      article 2
>      article 1
>      comment:
>      article 3
>      article 2
>      article 1
> 
> The behavior I would expect is that of Ticket/Update.html where multiple
> articles could be included and the ticket is only updated when the
> Update Ticket button is used.
> 
> Has anyone successfully set up RTFM for use with the bulk update
> screens?
> 
> Thanks.
> 
> Dallas
> 
> RT - 3.8.6
> RTFM - 2.4.2
> _______________________________________________
> 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 falcone at bestpractical.com  Wed Dec 23 09:31:37 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Dec 2009 09:31:37 -0500
Subject: [rt-users] Is there an easy way to disable attach files?
In-Reply-To: <4B31F111.3080704@ific.uv.es>
References: <4B31F111.3080704@ific.uv.es>
Message-ID: <20091223143137.GM867@jibsheet.com>

On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro wrote:
> Hi,
> 
> I'm being responsible to deploy RT on our institution. My boss
> doesn't want to allow the upload of attached files to tickets, so
> I'm disabling it. I thought that it would be possible though
> etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even
> with a 0 value the system let me upload files which I can later
> retrieve (hence they are on the database).

What happens if you set this to 1 instead of 0 and also set
DropLongAttachments?

-kevin

> I now that I can copy every share/html file where there is an
> "upload field" to local/html and edit them to remove the code that
> shows this field, but that means at least editing 3 pages
> (Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html).
> Before I continue, I ask myself, and want to ask you, if there is an
> easier/better way to disable the upload of files.
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From jpierce at cambridgeenergyalliance.org  Wed Dec 23 11:18:39 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 23 Dec 2009 11:18:39 -0500
Subject: [rt-users] Search Tickets for Non-Staff users
In-Reply-To: 
References:  

Message-ID: 

> Is it possible for Non-Staff Users to search Tickets with an interface similar to the one available to Staff Users?
> (Simple Search / Tickets)
>
> I'd really like to have a Search Feature and I don't know how to.
Assuming they cannot access /Search/Simple.html already,
we don't use  SelfService, I'd start by copying
share/html/Search/Simple.html, and the necessary support files into
SelfService, adding/removing ACL checks and features as necessary.

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

From zachb at oxfordsuites.com  Wed Dec 23 11:50:23 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Wed, 23 Dec 2009 08:50:23 -0800
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <4B31CED0.407@infracaninophile.co.uk>
References: 
	<4B3103FB.8040708@infracaninophile.co.uk>
	<36ED9398C9D24C0880309528181C83CF@oxfhqit>
	<4B31CED0.407@infracaninophile.co.uk>
Message-ID: <0C01F2FF7A864C838226258C178E2F22@oxfhqit>

Apache fails to start or restart unless I remove or comment the following
line: PerlRequire /usr/local/share/rt38/bin/webmux.pl

???

-----Original Message-----
From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
Sent: Wednesday, December 23, 2009 12:03 AM
To: Zach Boettner
Cc: RT Users
Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1

Zach Boettner wrote:
> I meant to send this in my last email. What is wrong with the following? I
> am getting HTTP 403 error when trying to access
> http://servername/rt/index.html
> 
> Alias /rt/ /usr/local/share/rt38/html
> 
> Order allow,deny
> Allow from all
> 
> 
> PerlRequire /usr/local/share/rt38/bin/webmux.pl
> 
> AddDefaultCharset UTF-8
> SetHandler perl-script
> PerlHandler RT::Mason
> 

Please keep the rt-users mailinglist in the loop rather than sending to me
directly.  

You want something like this for your Apache conf:

    ServerName rt.example.org
    DocumentRoot "/usr/local/share/rt38/html"
    AddDefaultCharset UTF-8

    PassEnv PATH

    ## Uncomment the following, change port number to 443 above and obtain
key and
    ## cert if you want HTTPS:
    #SSLEngine on
    #SSLCipherSuite RSA:!EXP:!NULL:+HIGH:+MEDIUM:-LOW
    #SSLCertificateFile
/usr/local/www/apache22/certs/rt.example.org-cert.pem
    #SSLCertificateKeyFile
/usr/local/www/apache22/certs/rt.example.org-key.pem

        Options none
        AllowOverride none

        Order Deny,Allow
        Allow from all

    PerlRequire /usr/local/bin/webmux.pl

        SetHandler default

       SetHandler perl-script
       PerlHandler RT::Mason

This assumes:

   * Apache 2.x
   * You have a separate rt.example.org hostname that is only used for RT
   * RT is based at the root of the site.

To make RT appear in a sub directory ... ie http://rt.example.org/rt/ you
need
to add an alias before the  sections:

   Alias /rt/ /usr/local/share/rt38/html

and then add a leading /rt/ to the locations:

        SetHandler default

       SetHandler perl-script
       PerlHandler RT::Mason

However you arrange the site, you will have to make sure that
RT_SiteConfig.pm
conforms to the same layout.

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

From m.seaman at infracaninophile.co.uk  Wed Dec 23 13:17:37 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Wed, 23 Dec 2009 18:17:37 +0000
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <0C01F2FF7A864C838226258C178E2F22@oxfhqit>
References: 	<4B3103FB.8040708@infracaninophile.co.uk>	<36ED9398C9D24C0880309528181C83CF@oxfhqit>	<4B31CED0.407@infracaninophile.co.uk>
	<0C01F2FF7A864C838226258C178E2F22@oxfhqit>
Message-ID: <4B325EC1.8030204@infracaninophile.co.uk>

Zach Boettner wrote:
> Apache fails to start or restart unless I remove or comment the following
> line: PerlRequire /usr/local/share/rt38/bin/webmux.pl
> 
> ???
>

What happens if you try running webmux.pl manually?  Or try running

  perl -cw webmux.pl

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From zachb at oxfordsuites.com  Wed Dec 23 13:32:34 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Wed, 23 Dec 2009 10:32:34 -0800
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <4B325EC1.8030204@infracaninophile.co.uk>
References: 	<4B3103FB.8040708@infracaninophile.co.uk>	<36ED9398C9D24C0880309528181C83CF@oxfhqit>	<4B31CED0.407@infracaninophile.co.uk>
	<0C01F2FF7A864C838226258C178E2F22@oxfhqit>
	<4B325EC1.8030204@infracaninophile.co.uk>
Message-ID: <8D488EB0150D42299FE435B97D7115D5@oxfhqit>

freebsd8# perl -cw webmux.pl
Can't open perl script "webmux.pl": No such file or directory

-----Original Message-----
From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
Sent: Wednesday, December 23, 2009 10:18 AM
To: Zach Boettner
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1

Zach Boettner wrote:
> Apache fails to start or restart unless I remove or comment the following
> line: PerlRequire /usr/local/share/rt38/bin/webmux.pl
> 
> ???
>

What happens if you try running webmux.pl manually?  Or try running

  perl -cw webmux.pl

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

From falcone at bestpractical.com  Wed Dec 23 13:36:09 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Dec 2009 13:36:09 -0500
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <8D488EB0150D42299FE435B97D7115D5@oxfhqit>
References: 
	<4B3103FB.8040708@infracaninophile.co.uk>
	<36ED9398C9D24C0880309528181C83CF@oxfhqit>
	<4B31CED0.407@infracaninophile.co.uk>
	<0C01F2FF7A864C838226258C178E2F22@oxfhqit>
	<4B325EC1.8030204@infracaninophile.co.uk>
	<8D488EB0150D42299FE435B97D7115D5@oxfhqit>
Message-ID: <20091223183609.GN867@jibsheet.com>

On Wed, Dec 23, 2009 at 10:32:34AM -0800, Zach Boettner wrote:
> freebsd8# perl -cw webmux.pl
> Can't open perl script "webmux.pl": No such file or directory

You need to be in the same directory as webmux.pl to run it.
You pasted the full path earlier.

-kevin

> -----Original Message-----
> From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
> Sent: Wednesday, December 23, 2009 10:18 AM
> To: Zach Boettner
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1
> 
> Zach Boettner wrote:
> > Apache fails to start or restart unless I remove or comment the following
> > line: PerlRequire /usr/local/share/rt38/bin/webmux.pl
> > 
> > ???
> >
> 
> What happens if you try running webmux.pl manually?  Or try running
> 
>   perl -cw webmux.pl
> 
> 	Cheers,
> 
> 	Matthew
> 
> -- 
> Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
>                                                   Flat 3
> PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
>                                                   Kent, CT11 9PW
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 zachb at oxfordsuites.com  Wed Dec 23 13:39:41 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Wed, 23 Dec 2009 10:39:41 -0800
Subject: [rt-users] You're almost there! - But PerRequire Statement Kills
	Apache???
Message-ID: 

Ok, so, after pulling my hair out the last couple days I finally get a
webpage with the following:

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.

Following is what I have in my httpd.conf file. If I use a trailing / in the
Alias below I always get a HTTP 403 error. Remove that slash as shown below
and I get the Best Practical You're Almost there! Message shown above. Is
the following httpd.conf config acceptable, or does it really need to have
the trailing / and something else is causing the HTTP 403 error??

Alias /rt /usr/local/share/rt38/html

Options Indexes FollowSymLinks

AllowOverride AuthConfig

Order deny,allow

Allow from all

In any case, as the above message says, I need to configure my httpd.conf to
use RT's mod_perl. Now I do have the following in httpd.conf: LoadModule
perl_module libexec/apache22/mod_perl.so. However, when I put    PerlRequire
/usr/local/bin/webmux.pl under my Directory definition (above) and then do a
apachectl restart / start apache seems to refuse to start. As soon as I
remove the PerlRequire statement apache will start just fine.

Does this indicate perl is not installed properly or at all? How can I fix
this??? 

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From rob.macgregor at gmail.com  Wed Dec 23 13:44:19 2009
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Wed, 23 Dec 2009 18:44:19 +0000
Subject: [rt-users] You're almost there! - But PerRequire Statement
	Kills Apache???
In-Reply-To: 
References: 
Message-ID: <43ea8d070912231044k3f3dfdbbw2ca9eb26a2bd85dd@mail.gmail.com>

<---SNIP--->
> In any case, as the above message says, I need to configure my httpd.conf to
> use RT?s mod_perl. Now I do have the following in httpd.conf: LoadModule
> perl_module libexec/apache22/mod_perl.so. However, when I put??? PerlRequire
> /usr/local/bin/webmux.pl under my Directory definition (above) and then do a
> apachectl restart / start apache seems to refuse to start. As soon as I
> remove the PerlRequire statement apache will start just fine.

What error is in Apache's log when you do that?

-- 
                 Please keep list traffic on the list.

Rob MacGregor
      Whoever fights monsters should see to it that in the process he
        doesn't become a monster.                  Friedrich Nietzsche

From zachb at oxfordsuites.com  Wed Dec 23 14:06:21 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Wed, 23 Dec 2009 11:06:21 -0800
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <20091223183609.GN867@jibsheet.com>
References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit>
	<20091223183609.GN867@jibsheet.com>
Message-ID: 

Ok, now the perl seems to run without error, and apache runs even with the
PerlRequire statement. I think I was trying PerlRequire
/usr/local/share/rt38/bin/webmux.pl when I should have been using
PerlRequire /usr/local/bin/webmux.pl. Or should the correct webmux.pl be
under some rt38 directory?? I ask because even though apache is running with
this PerlRequire /usr/local/bin/webmux.pl in the httpd.conf I still get the
same "BestPractical... You're almost there..." webpage when I go to
http://servername/rt/

What am I doing wrong? What log files should I look at or what special
config info must I add to my httpd.conf??

Thanks!
Zach

-----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, December 23, 2009 10:36 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1

On Wed, Dec 23, 2009 at 10:32:34AM -0800, Zach Boettner wrote:
> freebsd8# perl -cw webmux.pl
> Can't open perl script "webmux.pl": No such file or directory

You need to be in the same directory as webmux.pl to run it.
You pasted the full path earlier.

-kevin

> -----Original Message-----
> From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
> Sent: Wednesday, December 23, 2009 10:18 AM
> To: Zach Boettner
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1
> 
> Zach Boettner wrote:
> > Apache fails to start or restart unless I remove or comment the
following
> > line: PerlRequire /usr/local/share/rt38/bin/webmux.pl
> > 
> > ???
> >
> 
> What happens if you try running webmux.pl manually?  Or try running
> 
>   perl -cw webmux.pl
> 
> 	Cheers,
> 
> 	Matthew
> 
> -- 
> Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
>                                                   Flat 3
> PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
>                                                   Kent, CT11 9PW
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 dgriffi at cs.csubak.edu  Wed Dec 23 15:05:25 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Wed, 23 Dec 2009 12:05:25 -0800 (PST)
Subject: [rt-users] Missing "time to display" line
Message-ID: 

I'm not a fan of the footer taking up as much space as it does at the 
bottom of the screen.  One thing I do like it for is the "time to display" 
readout.  This part never seems to appear, but when I view the source, 
it's there.  Why can't I see it?

I'm using 3.8.7 and Firefox 3.5.6 (Ubuntu 9.10)

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From bjd-dev at simplicity.net  Wed Dec 23 15:28:25 2009
From: bjd-dev at simplicity.net (Brian D)
Date: Wed, 23 Dec 2009 15:28:25 -0500
Subject: [rt-users] Missing "time to display" line
In-Reply-To: 
References: 

Message-ID: 

The style sheet has that set to display:none.

We made local copy of the style sheet and made that time to display appear
when you hover over it.

-Brian

On Dec 23, 2009 3:10 PM, "David Griffith"  wrote:

I'm not a fan of the footer taking up as much space as it does at the
bottom of the screen.  One thing I do like it for is the "time to display"
readout.  This part never seems to appear, but when I view the source,
it's there.  Why can't I see it?

I'm using 3.8.7 and Firefox 3.5.6 (Ubuntu 9.10)

--
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: 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 zachb at oxfordsuites.com  Wed Dec 23 15:45:04 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Wed, 23 Dec 2009 12:45:04 -0800
Subject: [rt-users] You're almost there! - But PerRequire StatementKills
	Apache???
In-Reply-To: <43ea8d070912231044k3f3dfdbbw2ca9eb26a2bd85dd@mail.gmail.com>
References: 
	<43ea8d070912231044k3f3dfdbbw2ca9eb26a2bd85dd@mail.gmail.com>
Message-ID: 

Now I'm getting this in my Apache log (/var/log/httpd-error.log). Any ideas
why???...

[Wed Dec 23 13:34:30 2009] [error] Can't use an undefined value as an ARRAY
reference at /usr/local/lib/perl5/site_
[Wed Dec 23 13:34:30 2009] [error] Can't load Perl file:
/usr/local/bin/webmux.pl for server 192.168.110.76:0, exit

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob MacGregor
Sent: Wednesday, December 23, 2009 10:44 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] You're almost there! - But PerRequire StatementKills
Apache???

<---SNIP--->
> In any case, as the above message says, I need to configure my httpd.conf
to
> use RT?s mod_perl. Now I do have the following in httpd.conf: LoadModule
> perl_module libexec/apache22/mod_perl.so. However, when I put???
PerlRequire
> /usr/local/bin/webmux.pl under my Directory definition (above) and then do
a
> apachectl restart / start apache seems to refuse to start. As soon as I
> remove the PerlRequire statement apache will start just fine.

What error is in Apache's log when you do that?

-- 
                 Please keep list traffic on the list.

Rob MacGregor
      Whoever fights monsters should see to it that in the process he
        doesn't become a monster.                  Friedrich Nietzsche
_______________________________________________
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Community help: 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

From ggreene at minervanetworks.com  Wed Dec 23 16:33:08 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Wed, 23 Dec 2009 13:33:08 -0800
Subject: [rt-users] Top bar in the Web2 theme....
Message-ID: 

Which template/css/js file is the grey top bar in?

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650)

From dgriffi at cs.csubak.edu  Wed Dec 23 16:43:19 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Wed, 23 Dec 2009 13:43:19 -0800 (PST)
Subject: [rt-users] Top bar in the Web2 theme....
In-Reply-To: 
References: 
Message-ID: 

On Wed, 23 Dec 2009, Gary Greene wrote:

> Which template/css/js file is the grey top bar in?

You mean layout.css?  Try looking at div#quickbar.

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From m.seaman at infracaninophile.co.uk  Thu Dec 24 03:53:11 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Thu, 24 Dec 2009 08:53:11 +0000
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: 
References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit>	<20091223183609.GN867@jibsheet.com>

Message-ID: <4B332BF7.3010209@infracaninophile.co.uk>

Zach Boettner wrote:
> Ok, now the perl seems to run without error, and apache runs even with the
> PerlRequire statement. I think I was trying PerlRequire
> /usr/local/share/rt38/bin/webmux.pl when I should have been using
> PerlRequire /usr/local/bin/webmux.pl. Or should the correct webmux.pl be
> under some rt38 directory?? I ask because even though apache is running with
> this PerlRequire /usr/local/bin/webmux.pl in the httpd.conf I still get the
> same "BestPractical... You're almost there..." webpage when I go to
> http://servername/rt/

It's /usr/local/bin/webmux.pl

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From zachb at oxfordsuites.com  Thu Dec 24 10:36:51 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Thu, 24 Dec 2009 07:36:51 -0800
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <4B332BF7.3010209@infracaninophile.co.uk>
References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit>	<20091223183609.GN867@jibsheet.com>

	<4B332BF7.3010209@infracaninophile.co.uk>
Message-ID: <89771F227034477380C62859771A123C@oxfhqit>

Ok, now when I put the PerlRequire /usr/local/bin/webmux.pl in my
httpd.conf, apache fails to restart and I get the following in my apache
error log file. If I comment out the PerlRequire statement apache will run
and I get the BestPractical - You're almost there web page. Does the
following errors indicate a problem with my mysql config or my
RT_SiteConfig.pm???

[Thu Dec 24 08:23:38 2009] [notice] SIGHUP received.  Attempting to restart
[Thu Dec 24 08:23:38 2009] [warn] (22)Invalid argument: Failed to enable the
'htt
pready' Accept Filter
[Thu Dec 24 08:23:41 2009] [error] Can't use an undefined value as an ARRAY
refer
ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
278.\nCompilation
failed in require at (eval 4) line 1.\n
[Thu Dec 24 08:23:41 2009] [error] Can't load Perl file:
/usr/local/bin/webmux.pl
 for server freebsd8.bchq.local:80, exiting...
[Thu Dec 24 08:23:51 2009] [error] Can't use an undefined value as an ARRAY
refer
ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
278.\nCompilation
failed in require at (eval 4) line 1.\n
[Thu Dec 24 08:23:51 2009] [error] Can't load Perl file:
/usr/local/bin/webmux.pl
 for server freebsd8.bchq.local:80, exiting...
[Thu Dec 24 08:23:54 2009] [error] Can't use an undefined value as an ARRAY
refer
ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
278.\nCompilation
failed in require at (eval 4) line 1.\n
[Thu Dec 24 08:23:54 2009] [error] Can't load Perl file:
/usr/local/bin/webmux.pl
 for server freebsd8.bchq.local:80, exiting...

-----Original Message-----
From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
Sent: Thursday, December 24, 2009 12:53 AM
To: Zach Boettner
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1

Zach Boettner wrote:
> Ok, now the perl seems to run without error, and apache runs even with the
> PerlRequire statement. I think I was trying PerlRequire
> /usr/local/share/rt38/bin/webmux.pl when I should have been using
> PerlRequire /usr/local/bin/webmux.pl. Or should the correct webmux.pl be
> under some rt38 directory?? I ask because even though apache is running
with
> this PerlRequire /usr/local/bin/webmux.pl in the httpd.conf I still get
the
> same "BestPractical... You're almost there..." webpage when I go to
> http://servername/rt/

It's /usr/local/bin/webmux.pl

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

From eje at panix.com  Thu Dec 24 12:34:44 2009
From: eje at panix.com (Eleanor J. Evans [Panix Staff])
Date: Thu, 24 Dec 2009 12:34:44 -0500
Subject: [rt-users] stripping HTML
Message-ID: <20091224173443.GA19362@panix.com>

I've got a scrip & template that saves comments or correspondence to a
customer's e-mail archive.  I'd like to save the messages as
text/plain instead of text/html.  I'm working in a 3.8.5 installation
that's been patched to 3.8.7.

I want to strip the HTML from messages posted via the web.  There must
be an elegant RT way to do it, since that's how RT sends its e-mail
for those transactions.

Here's the relevant snippet of my template:

{$headers = $Transaction->Attachments->Next->Headers();
$headers .= "\nFrom: " . $Transaction->Attachments->Next->CreatorObj->EmailAddress unless $headers =~ m/^From: /m;
$headers .= "\nTo: " . $Ticket->QueueObj->CorrespondAddress unless $headers =~ m/^To: /m;
$headers}

{$Transaction->Attachments->Next->Content()}

Should I be trying to call AddAttachments here, or something?  Any
pointers much appreciated.  Thanks.

-- 
Eleanor J. (Piglet) Evans, eje at panix.com
Customer Support, (212) 741-4400

From dallas at craigslist.org  Thu Dec 24 12:47:30 2009
From: dallas at craigslist.org (Dallas Wisehaupt)
Date: Thu, 24 Dec 2009 09:47:30 -0800 (PST)
Subject: [rt-users] RTFM and bulk update
In-Reply-To: <20091223142259.GL867@jibsheet.com>
References: 
	<20091223142259.GL867@jibsheet.com>
Message-ID: 

On Wed, 23 Dec 2009, Kevin Falcone wrote:

> These missing messages are actually a bug whose fix was included in 3.8.7

Cool, we'll look at the update.

> This is most likely because you need to port the code from Update.html
> which stops ticket update on certain conditions (like adding
> attachments).  RTFM even has a callback for stopping creation in
> Create.html

Thanks for pointing this out. I needed to do two things:
   1. Add a unique name='' element to the submit boxes in the
      BeforeMessageBox Element.
   2. Add an or to the unless statement in Bulk.html (line 335) in my
      local version.

Thanks for your help.

Dallas

From m.seaman at infracaninophile.co.uk  Fri Dec 25 03:34:04 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Fri, 25 Dec 2009 08:34:04 +0000
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <89771F227034477380C62859771A123C@oxfhqit>
References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit>	<20091223183609.GN867@jibsheet.com>		<4B332BF7.3010209@infracaninophile.co.uk>
	<89771F227034477380C62859771A123C@oxfhqit>
Message-ID: <4B3478FC.3040500@infracaninophile.co.uk>

Zach Boettner wrote:
> Ok, now when I put the PerlRequire /usr/local/bin/webmux.pl in my
> httpd.conf, apache fails to restart and I get the following in my apache
> error log file. If I comment out the PerlRequire statement apache will run
> and I get the BestPractical - You're almost there web page. Does the
> following errors indicate a problem with my mysql config or my
> RT_SiteConfig.pm???
> 
> [Thu Dec 24 08:23:38 2009] [notice] SIGHUP received.  Attempting to restart
> [Thu Dec 24 08:23:38 2009] [warn] (22)Invalid argument: Failed to enable the
> 'htt
> pready' Accept Filter
> [Thu Dec 24 08:23:41 2009] [error] Can't use an undefined value as an ARRAY
> refer
> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
> 278.\nCompilation
> failed in require at (eval 4) line 1.\n
> [Thu Dec 24 08:23:41 2009] [error] Can't load Perl file:
> /usr/local/bin/webmux.pl
>  for server freebsd8.bchq.local:80, exiting...
> [Thu Dec 24 08:23:51 2009] [error] Can't use an undefined value as an ARRAY
> refer
> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
> 278.\nCompilation
> failed in require at (eval 4) line 1.\n
> [Thu Dec 24 08:23:51 2009] [error] Can't load Perl file:
> /usr/local/bin/webmux.pl
>  for server freebsd8.bchq.local:80, exiting...
> [Thu Dec 24 08:23:54 2009] [error] Can't use an undefined value as an ARRAY
> refer
> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
> 278.\nCompilation
> failed in require at (eval 4) line 1.\n
> [Thu Dec 24 08:23:54 2009] [error] Can't load Perl file:
> /usr/local/bin/webmux.pl
>  for server freebsd8.bchq.local:80, exiting...

It's blowing up in this chunk of code (in RT::Handle) --

   277          if ( $state eq 'post' ) {
   278              my $create_table = $dbh->selectrow_arrayref("SHOW CREATE TABLE Tickets")->[1];
   279              unless ( $create_table =~ /(?:ENGINE|TYPE)\s*=\s*InnoDB/i ) {
   280                  return (0, "RT requires that all its tables be of InnoDB type. Upgrade RT tables.");
   281              }
   282          }

which suggests that you've got database problems.  Possibly that the rt database
schema hasn't been installed.  Try running that command from mysql client.  You
should get output like this:

# mysql
Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 63618
Server version: 5.0.84-log FreeBSD port: mysql-server-5.0.84

Type 'help;' or '\h' for help. Type '\c' to clear the current input statement.

mysql> use rt3
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Database changed
mysql> SHOW CREATE TABLE Tickets \G
*************************** 1. row ***************************
       Table: Tickets
Create Table: CREATE TABLE `Tickets` (
  `id` int(11) NOT NULL auto_increment,
  `EffectiveId` int(11) NOT NULL default '0',
  `Queue` int(11) NOT NULL default '0',
  `Type` varchar(16) character set ascii default NULL,
  `IssueStatement` int(11) NOT NULL default '0',
  `Resolution` int(11) NOT NULL default '0',
  `Owner` int(11) NOT NULL default '0',
  `Subject` varchar(200) character set utf8 collate utf8_unicode_ci default '[no subject]',
  `InitialPriority` int(11) NOT NULL default '0',
  `FinalPriority` int(11) NOT NULL default '0',
  `Priority` int(11) NOT NULL default '0',
  `TimeEstimated` int(11) NOT NULL default '0',
  `TimeWorked` int(11) NOT NULL default '0',
  `Status` varchar(10) character set ascii default NULL,
  `TimeLeft` int(11) NOT NULL default '0',
  `Told` datetime default NULL,
  `Starts` datetime default NULL,
  `Started` datetime default NULL,
  `Due` datetime default NULL,
  `Resolved` datetime default NULL,
  `LastUpdatedBy` int(11) NOT NULL default '0',
  `LastUpdated` datetime default NULL,
  `Creator` int(11) NOT NULL default '0',
  `Created` datetime default NULL,
  `Disabled` smallint(6) NOT NULL default '0',
  PRIMARY KEY  (`id`),
  KEY `Tickets1` (`Queue`,`Status`),
  KEY `Tickets2` (`Owner`),
  KEY `Tickets6` (`EffectiveId`,`Type`)
) ENGINE=InnoDB AUTO_INCREMENT=348 DEFAULT CHARSET=utf8
1 row in set (0.00 sec)

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From falcone at bestpractical.com  Fri Dec 25 22:03:41 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 25 Dec 2009 22:03:41 -0500
Subject: [rt-users] RTFM and bulk update
In-Reply-To: 
References: 
	<20091223142259.GL867@jibsheet.com>

Message-ID: <20091226030341.GO867@jibsheet.com>

On Thu, Dec 24, 2009 at 09:47:30AM -0800, Dallas Wisehaupt wrote:
> On Wed, 23 Dec 2009, Kevin Falcone wrote:
> > This is most likely because you need to port the code from Update.html
> > which stops ticket update on certain conditions (like adding
> > attachments).  RTFM even has a callback for stopping creation in
> > Create.html
> 
> Thanks for pointing this out. I needed to do two things:
>    1. Add a unique name='' element to the submit boxes in the
>       BeforeMessageBox Element.
>    2. Add an or to the unless statement in Bulk.html (line 335) in my
>       local version.

If you can provide a patch against this (possibly with a callback for
the RTFM skip) it'd be interesting to see this as an option for Bulk
Update (similar to the current open for RTFM on Create)

-kevin
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From bcook at poughkeepsieschools.org  Mon Dec 28 08:29:44 2009
From: bcook at poughkeepsieschools.org (B. Cook)
Date: Mon, 28 Dec 2009 08:29:44 -0500
Subject: [rt-users] does this feature exist?
Message-ID: <4B38B2C8.3040009@poughkeepsieschools.org>

I'm looking for a feature that we found in 'Cerberus' Helpdesk, but not 
sure what its called..

When an email/webif ticket gets created, it sends that notification to a 
watcher or responsible person.

That person/watcher will get an email, which they can reply to from 
their mua (blackberry, thunderbird, etc..) which will route it back 
through the helpdesk app and reply to the user.

The helpdesk supporter did/does not have to login to the webif to answer 
tickets.

I've been looking for something else that supports this feature and/or 
possibly a name..

Something like 'email reply to created ticket'..

(does this make sense?)

Does this exist in RT?

Thanks in advance.

From falcone at bestpractical.com  Mon Dec 28 11:15:54 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Dec 2009 11:15:54 -0500
Subject: [rt-users] does this feature exist?
In-Reply-To: <4B38B2C8.3040009@poughkeepsieschools.org>
References: <4B38B2C8.3040009@poughkeepsieschools.org>
Message-ID: <20091228161554.GA9180@jibsheet.com>

On Mon, Dec 28, 2009 at 08:29:44AM -0500, B. Cook wrote:
> I'm looking for a feature that we found in 'Cerberus' Helpdesk, but not 
> sure what its called..
> 
> When an email/webif ticket gets created, it sends that notification to a 
> watcher or responsible person.
> 
> That person/watcher will get an email, which they can reply to from 
> their mua (blackberry, thunderbird, etc..) which will route it back 
> through the helpdesk app and reply to the user.
> 
> The helpdesk supporter did/does not have to login to the webif to answer 
> tickets.
> 
> I've been looking for something else that supports this feature and/or 
> possibly a name..
> 
> Something like 'email reply to created ticket'..

By default, RT will Notify AdminCcs on Create, and if you reply to
that your mail will go back to the Requestor.

You can customize who gets these notifications

-kevin
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From bcook at poughkeepsieschools.org  Mon Dec 28 11:41:58 2009
From: bcook at poughkeepsieschools.org (B. Cook)
Date: Mon, 28 Dec 2009 11:41:58 -0500
Subject: [rt-users] Is the Oreilly book still applicable?
Message-ID: <4B38DFD6.6020300@poughkeepsieschools.org>

We would be running on a FreeBSD 8 system (perl 5.10.1 atm) and it looks 
like it can run in stand-alone mode..

We would be proxying it via nginx; is that possible?

trying to run everything from FreeBSD ports, it looks like ports is 
running 3.8.6 and they are up to 3.8.7, Makefile looks like there are 
upgrade 'paths'..

any other fbsd based 'gotchas' I would need to look out for?

Thanks in advance.

From allen+rtlist at crystalfontz.com  Mon Dec 28 15:51:27 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Mon, 28 Dec 2009 12:51:27 -0800
Subject: [rt-users] unprivileged users need to log in twice
Message-ID: <885d981e0912281251h3322f043vf9f4df9580b3ea2@mail.gmail.com>

The double login prompt for unprivileged users was originally reported
by on RT3.6.

However, I just experienced it on 3.8.4 (installed from Ubuntu Karmic
package) after applying the RT patch for 3.8.0 - 3.8.5.

I tested that I definitely had the bug, only with unprivileged users
(1st login resulted in same blank login form but at the /SelfService/
url instead of the original $WebPath url), and only had it after
applying the security patch.

I fixed it by removing a partial condition from a section of the patch:

+unless ($session{'CurrentUser'} && $session{CurrentUser}->id) {

became:

+unless ($session{'CurrentUser'}
+ # && $session{CurrentUser}->id
+ ) {

and now it works again.

Not sure what the consequence of this is, or if it is significant that
CurrentUser is enclosed in single quotes in one part of the condition
and none in the other.

Allen

From m.seaman at infracaninophile.co.uk  Mon Dec 28 15:58:35 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Mon, 28 Dec 2009 20:58:35 +0000
Subject: [rt-users] Is the Oreilly book still applicable?
In-Reply-To: <4B38DFD6.6020300@poughkeepsieschools.org>
References: <4B38DFD6.6020300@poughkeepsieschools.org>
Message-ID: <4B391BFB.3010606@infracaninophile.co.uk>

B. Cook wrote:
> We would be running on a FreeBSD 8 system (perl 5.10.1 atm) and it looks 
> like it can run in stand-alone mode..

Works fine with perl-5.10.1

> We would be proxying it via nginx; is that possible?

Not sure.  I don't think nginx has mod_perl capability, so you'ld have to
start by configuring the www/rt38 port to use fcgi capability, and work from
there.

> trying to run everything from FreeBSD ports, it looks like ports is 
> running 3.8.6 and they are up to 3.8.7, Makefile looks like there are 
> upgrade 'paths'..

Uhhh... rt38 is one of the more complex ports out there.  It also entails
quite a big rearrangement of the way RT is laid out on disk, so it's not
necessarily trivial to  update the port to provide version 3.8.7.  If you
do update the port, please submit your changes via send-pr(1)

> any other fbsd based 'gotchas' I would need to look out for?

Just the modified layout really, which you can soon get used to.  Most
extension modules will adapt themselves to the FreeBSD RT layout pretty
well, so long as they can find RT.pm at configure time. Other than that,
it pretty much just works, and by using the ports to manage dependencies
you avoid various problems with incompatible perl modules that seem to
come up fairly regularly on this list.

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From jledford at biltmore.com  Mon Dec 28 16:19:10 2009
From: jledford at biltmore.com (Jason Ledford)
Date: Mon, 28 Dec 2009 16:19:10 -0500
Subject: [rt-users] Importing Tickets Multiple Comments
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F9116148@MAILBOX.tbcnet.biltmore.com>

I am working on importing tickets into a new RT system from my previous system and looking at using the offline edits to have it import and resolve the ticket.  The question I have is how to include 2 separate blocks of content in the history, like the original requestors content and then a separate block for the ticket comments.  I could lump them into the same block, but if there is something in the agent comments that shouldn't be, the original requestor will be able to see that information from the self service.

Any ideas on how to best accomplish this, or would I be better off just making this an archive with different details and only available to agents or higher?

Thanks for your help.

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From dgriffi at cs.csubak.edu  Mon Dec 28 16:22:22 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Mon, 28 Dec 2009 13:22:22 -0800 (PST)
Subject: [rt-users] Making RT attractive in MSIE
Message-ID: 

Unfortunately I still have to support MSIE (version 8).  Can someone give 
me some pointers on making RT (version 3.8.7) look as it does under 
Firefox?  Here are the most obvious differences:

* Corners are never rounded off.
* MSIE sometimes has different ideas on font sizes.
* Top and left borders of subwindows (view a ticket) are missing.
* Background colors are often white instead of shades of blue and grey.

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From jpierce at cambridgeenergyalliance.org  Mon Dec 28 16:35:35 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 28 Dec 2009 16:35:35 -0500
Subject: [rt-users] Making RT attractive in MSIE
In-Reply-To: 
References: 
Message-ID: 

> * Corners are never rounded off.
A CSS3 feature prematurely adopted by FF and WebKit browsers with an
extension prefix. In the unlikely event that IE8 has support for them,
and your users absolutely must have rounded corners, modify a copy of
the CSS.

> * MSIE sometimes has different ideas on font sizes.
C'est la vie.

> * Top and left borders of subwindows (view a ticket) are missing.
That shouldn't happen, and I've never noticed any such thing.

> * Background colors are often white instead of shades of blue and grey.
Probably an IE setting to override site colors with user defined colors.

Alternatives besides nuking IE: Installing Chrome in IE add-on.

From tgpfeiffer at web.de  Mon Dec 28 17:49:43 2009
From: tgpfeiffer at web.de (Tobias G. Pfeiffer)
Date: Mon, 28 Dec 2009 23:49:43 +0100
Subject: [rt-users] ExternalAuth+LDAP questions/oddities
In-Reply-To: <200912222019.13985.tgpfeiffer@web.de>
References: <200912222019.13985.tgpfeiffer@web.de>
Message-ID: <200912282349.48354.tgpfeiffer@web.de>

Hi again,

this ExternalAuth thing still doesn't really work for me. I'll try to 
shorten my mail and hope anyone can help me.

1. I installed rt-3.8.4 via Ubuntu (9.10) repositories.

2. I installed RT::Authen::ExternalAuth via:
  export PERL5LIB=/usr/share/request-tracker3.8/lib
  cpan -i RT::Authen::ExternalAuth

3. I added
  Set( @Plugins, qw(RT::Authen::ExternalAuth) );
  Set($LogToFile      , 'debug');
(and other options; see my previous mail) to the RT_SiteConfig.pm.

4. The web interface lists
  RT::Authen::ExternalAuth v0.08;
as a loaded plugin and (among others, of course) the following options:
  ExternalAuthPriority: My_LDAP
  ExternalInfoPriority:My_LDAP
  ExternalSettings: My_LDAP, HASH(0xb44e3460)
  Plugins: RT::Authen::ExternalAuth

5. When logging in to the web interface with a user other than root, I 
just get
  [error]: FAILED LOGIN for pfeiffer from 192.168.122.1 
(/usr/share/request-tracker3.8/html/autohandler:268)
in the log file.

As someone told me on IRC, "if RT-Authen-ExternalAuth is enabled, it 
will be very chatty", so I'm afraid that this isn't really "activated" 
at all. Is there anything I could have done wrong (e.g. not setting the 
correct PERL5LIB variable at some place) or something how I could check 
if that plugin is ever used?

Thanks for your help,
Tobias
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From allen+rtlist at crystalfontz.com  Mon Dec 28 19:12:45 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Mon, 28 Dec 2009 16:12:45 -0800
Subject: [rt-users] contrib Censorware delete-transaction script errors
Message-ID: <885d981e0912281612w1e6cf258ub1c015bcb44df780@mail.gmail.com>

Apparently the source of most of the errors was the

   $RT::Handle->Disconnect();

at the end of the file. Maybe this is because the handle relates to
SearchBuilder and no searches were performed in this script?

Other minor problems that made this script not really work on 3.8 are
fixed and all is posted at

http://wiki.bestpractical.com/view/delete-transaction

Allen

From jledford at biltmore.com  Mon Dec 28 21:02:57 2009
From: jledford at biltmore.com (Jason Ledford)
Date: Mon, 28 Dec 2009 21:02:57 -0500
Subject: [rt-users] ExternalAuth+LDAP questions/oddities
In-Reply-To: <200912282349.48354.tgpfeiffer@web.de>
References: <200912222019.13985.tgpfeiffer@web.de>,
	<200912282349.48354.tgpfeiffer@web.de>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD44B@MAILBOX.tbcnet.biltmore.com>

my test machine has rt installed on debian via apt-get (and should be the same on ubuntu) and it looks like you are missing this line
require "/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm"

you will also need to edit that file for your configuration.  restart apache and give it another try.
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Tobias G. Pfeiffer [tgpfeiffer at web.de]
Sent: Monday, December 28, 2009 5:49 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth+LDAP questions/oddities

Hi again,

this ExternalAuth thing still doesn't really work for me. I'll try to
shorten my mail and hope anyone can help me.

1. I installed rt-3.8.4 via Ubuntu (9.10) repositories.

2. I installed RT::Authen::ExternalAuth via:
  export PERL5LIB=/usr/share/request-tracker3.8/lib
  cpan -i RT::Authen::ExternalAuth

3. I added
  Set( @Plugins, qw(RT::Authen::ExternalAuth) );
  Set($LogToFile      , 'debug');
(and other options; see my previous mail) to the RT_SiteConfig.pm.

4. The web interface lists
  RT::Authen::ExternalAuth v0.08;
as a loaded plugin and (among others, of course) the following options:
  ExternalAuthPriority: My_LDAP
  ExternalInfoPriority:My_LDAP
  ExternalSettings: My_LDAP, HASH(0xb44e3460)
  Plugins: RT::Authen::ExternalAuth

5. When logging in to the web interface with a user other than root, I
just get
  [error]: FAILED LOGIN for pfeiffer from 192.168.122.1
(/usr/share/request-tracker3.8/html/autohandler:268)
in the log file.

As someone told me on IRC, "if RT-Authen-ExternalAuth is enabled, it
will be very chatty", so I'm afraid that this isn't really "activated"
at all. Is there anything I could have done wrong (e.g. not setting the
correct PERL5LIB variable at some place) or something how I could check
if that plugin is ever used?

Thanks for your help,
Tobias

From tonyjohn at hcl.in  Tue Dec 29 02:27:25 2009
From: tonyjohn at hcl.in (Tony John  - ERS, HCL Tech)
Date: Tue, 29 Dec 2009 12:57:25 +0530
Subject: [rt-users] Child Ticket Creation with PDF Attachment
Message-ID: <27756336E1203E4AAA71201DB44176A80350E27D33@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>

Hi ,

Im trying to create a Child Ticket with a pdf attachment .The pdf which needs to be attached to the Child Ticket should be same as the pdf attached in the Parent Ticket.The Template which I use fails to attach the Parent ticket pdf attachment to the Child Ticket. The Template which I tried is given below:

===Create-Ticket: Child
Subject: {$Tickets{'TOP'}->Subject}
Queue: 13
Status: open
Parents: TOP
Type: ticket
Content-Type: application/pdf
Due: {$Tickets{'TOP'}->Due()}
RT-Attach-Message: Yes
Contents: {$Tickets{'TOP'}->Transactions->First->Attachments();}

Any Help?

Thanks,
Tony John

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
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From jpierce at cambridgeenergyalliance.org  Tue Dec 29 02:44:33 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 29 Dec 2009 02:44:33 -0500
Subject: [rt-users] Child Ticket Creation with PDF Attachment
In-Reply-To: <27756336E1203E4AAA71201DB44176A80350E27D33@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
References: <27756336E1203E4AAA71201DB44176A80350E27D33@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
Message-ID: 

> Im trying to create a Child Ticket with a pdf attachment .The pdf which
> needs to be attached to the Child Ticket should be same as the pdf attached
> in the Parent Ticket.The Template which I use fails to attach the Parent
> ticket pdf attachment to the Child Ticket. The Template which I tried is
> given below:
Why would you want to clog your database with duplicate content like that?
You could simply given the URL of the parent's attachment in the child
ticket somewhere (body or a custom field)

From tonyjohn at hcl.in  Tue Dec 29 02:50:22 2009
From: tonyjohn at hcl.in (Tony John  - ERS, HCL Tech)
Date: Tue, 29 Dec 2009 13:20:22 +0530
Subject: [rt-users] Child Ticket Creation with PDF Attachment
In-Reply-To: 
References: <27756336E1203E4AAA71201DB44176A80350E27D33@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>

Message-ID: <27756336E1203E4AAA71201DB44176A80350E27D54@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>

Please could you give me any example to get the url of parent ticket attachment?

Thanks,
Tony

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Tuesday, December 29, 2009 1:15 PM
To: Tony John - ERS, HCL Tech
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Child Ticket Creation with PDF Attachment

> Im trying to create a Child Ticket with a pdf attachment .The pdf which
> needs to be attached to the Child Ticket should be same as the pdf attached
> in the Parent Ticket.The Template which I use fails to attach the Parent
> ticket pdf attachment to the Child Ticket. The Template which I tried is
> given below:
Why would you want to clog your database with duplicate content like that?
You could simply given the URL of the parent's attachment in the child
ticket somewhere (body or a custom field)

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

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

From dgriffi at cs.csubak.edu  Tue Dec 29 15:07:48 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Tue, 29 Dec 2009 12:07:48 -0800 (PST)
Subject: [rt-users] brackets in RTFM
Message-ID: 

I've tried all the wiki-ish ways of escaping brackets or generating them 
some other way, but I can't get them to stay put.  I can simply do  [ 
 ] and this will produce a pair of brackets, but when I put something 
inside, the brackets vanish.  Is anyone working on putting in RTFM a more 
complete and less broken implementation of wiki markup?

-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From falcone at bestpractical.com  Tue Dec 29 16:33:46 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 29 Dec 2009 16:33:46 -0500
Subject: [rt-users] brackets in RTFM
In-Reply-To: 
References: 
Message-ID: <20091229213345.GA3556@jibsheet.com>

On Tue, Dec 29, 2009 at 12:07:48PM -0800, David Griffith wrote:
> 
> I've tried all the wiki-ish ways of escaping brackets or generating them 
> some other way, but I can't get them to stay put.  I can simply do  [ 
>  ] and this will produce a pair of brackets, but when I put something 
> inside, the brackets vanish.  Is anyone working on putting in RTFM a more 
> complete and less broken implementation of wiki markup?

This isn't RTFM, this is Text::WikiFormat which RT uses for Wikitext
custom fields. 

If you want literal text in your RTFM articles, don't use the wikitext
CF.

Documentation on how this wiki syntax works is here:
http://search.cpan.org/dist/Text-WikiFormat/

The wiki treats [foo] as special because 
share/html/Elements/ShowCustomFieldWikitext passes
extended => 1.  

You could override and remove that, you could add the snippet of code
from the docs which makes [[ ]] extended link syntax or you could pick
your favorite wiki formatter and slot it in as a custom CF type as an
extension.

-kevin
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From Ryan.Hardester at ci.tracy.ca.us  Tue Dec 29 17:38:49 2009
From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester)
Date: Tue, 29 Dec 2009 14:38:49 -0800
Subject: [rt-users] Child Ticket Creation with PDF Attachment
In-Reply-To: <27756336E1203E4AAA71201DB44176A80350E27D54@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
References: <27756336E1203E4AAA71201DB44176A80350E27D33@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
	<27756336E1203E4AAA71201DB44176A80350E27D54@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
Message-ID: 

I have been looking at trying to figure out how to use this to store attachments on the filesystem and replace them with http links into the tickets, but haven't had much time. It may be an interesting option.

http://detach.optimism.cc/

--Ryan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tony John - ERS, HCL Tech
Sent: Monday, December 28, 2009 11:50 PM
To: Jerrad Pierce
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Child Ticket Creation with PDF Attachment

Please could you give me any example to get the url of parent ticket attachment?

Thanks,
Tony

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Tuesday, December 29, 2009 1:15 PM
To: Tony John - ERS, HCL Tech
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Child Ticket Creation with PDF Attachment

> Im trying to create a Child Ticket with a pdf attachment .The pdf which
> needs to be attached to the Child Ticket should be same as the pdf attached
> in the Parent Ticket.The Template which I use fails to attach the Parent
> ticket pdf attachment to the Child Ticket. The Template which I tried is
> given below:
Why would you want to clog your database with duplicate content like that?
You could simply given the URL of the parent's attachment in the child
ticket somewhere (body or a custom field)

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 Dec 29 18:32:34 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 29 Dec 2009 18:32:34 -0500
Subject: [rt-users] Child Ticket Creation with PDF Attachment
In-Reply-To: 
References: <27756336E1203E4AAA71201DB44176A80350E27D33@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>

	<27756336E1203E4AAA71201DB44176A80350E27D54@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>

Message-ID: 

>Please could you give me any example to get the url of parent ticket >attachment?
It's not complicated, but not trivial. See and adapt
Ticket/Elements/ShowAttachments

> http://detach.optimism.cc/
Oooh! Thanks for that. Just what this nmh user has been wanting.

From andrew at etc.gen.nz  Tue Dec 29 20:50:05 2009
From: andrew at etc.gen.nz (Andrew Ruthven)
Date: Wed, 30 Dec 2009 14:50:05 +1300
Subject: [rt-users] File attachments in RTFM
Message-ID: <1262137805.3769.4.camel@cyclops.etc.gen.nz>

Hey,

I've created an RTFM article, and attached a file to it.  But when I
insert the article into a RT ticket I get the RTFM article, and
"Attachment: ", but the attachment isn't attached to
the ticket.

Is it possible to have it attach the file to the ticket as part of
inserting the ticket?

Cheers!

-- 
Andrew Ruthven
Wellington, New Zealand
At home: andrew at etc.gen.nz |          linux.conf.au 2010 
                           | Follow the signs. Visit Wellington!
                           |      http://www.lca2010.org.nz
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From alberto.villanueva at altran.es  Wed Dec 30 06:24:50 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Wed, 30 Dec 2009 12:24:50 +0100
Subject: [rt-users] Perl script against RT database
Message-ID: <4B3B3882.1010505@altran.es>

Hi all,

I'm starting to develope a script, and I got an error, but I 
don't know why :( :(

The error is: syntax error at ./query.pl line 13, near ")

I know this error in other programming languages, but I am a 
novice developer in Perl. So I see this script is correct :( :(

The script is next:

-----------------
#!/usr/bin/perl
use DBI;

# Connect To Database
$database = "rt";
$username = "root";
$password = "p\@ssword";
$hostname = "localhost";
$db = DBI->connect("DBI:mysql:$database:$hostname", $username, 
$password);

if (!$db)
      print "Connection unsuccessful. Please check your login 
credentials. ".$DBI::errstr;

# Execute a Query
$query = $db->prepare("SELECT EffectiveId FROM Tickets");
$query->execute;

# How many rows in result?
$numrows = $query->rows;

# Cleaning Up
$query->finish;
$db->disconnect;

exit(0);
-----------------

Thanks a lot!

-- 
Alberto Villanueva
Departamento de Industria
______________________________________

C/Campezo, 1, Edificio 1, Planta 4
28022 Madrid, Spain
Tel : + 34 91 550 41 00
Fax: + 34 91 415 61 53

www.altran.es

Antes de imprimir este mensaje, aseg?rate de que es necesario. 
Proteger el medio ambiente est? tambi?n en tu mano.
En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de 
diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 
34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la 
Informaci?n y de comercio electr?nico, le comunicamos que su 
direcci?n de correo electr?nico forma parte de un fichero del que 
es responsable Altran Espa?a, y que garantiza la confidencialidad 
y seguridad de sus datos. Tiene usted derecho al acceso, 
rectificaci?n y cancelaci?n de sus datos en los t?rminos 
establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de 
Car?cter Personal y dem?s normativa concordante, dirigi?ndose a 
nuestra direcci?n anteriormente se?alada o por medio de correo 
electr?nico: comunicacion at altran.es.

AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, 
est? dirigido a su destinatario y es confidencial. Cualquier 
distribuci?n, uso o reproducci?n sin consentimiento del remitente 
est? estrictamente prohibido. Si ha recibido este mensaje por 
error, por favor proceda a ponerlo en conocimiento del remitente 
por e-mail y a borrarlo de su sistema sin realizar copias.

From alberto.villanueva at altran.es  Wed Dec 30 06:33:24 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Wed, 30 Dec 2009 12:33:24 +0100
Subject: [rt-users] Perl script against RT database
In-Reply-To: <4B3B3882.1010505@altran.es>
References: <4B3B3882.1010505@altran.es>
Message-ID: <4B3B3A84.5040301@altran.es>

> The error is: syntax error at ./query.pl line 13, near ")

I have found the solution. the parenthesis were dissapeared :( :( :(

Sorry.

-- 
Alberto Villanueva
Departamento de Industria
______________________________________

C/Campezo, 1, Edificio 1, Planta 4
28022 Madrid, Spain
Tel : + 34 91 550 41 00
Fax: + 34 91 415 61 53

www.altran.es

Antes de imprimir este mensaje, aseg?rate de que es necesario. 
Proteger el medio ambiente est? tambi?n en tu mano.
En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de 
diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 
34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la 
Informaci?n y de comercio electr?nico, le comunicamos que su 
direcci?n de correo electr?nico forma parte de un fichero del que 
es responsable Altran Espa?a, y que garantiza la confidencialidad 
y seguridad de sus datos. Tiene usted derecho al acceso, 
rectificaci?n y cancelaci?n de sus datos en los t?rminos 
establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de 
Car?cter Personal y dem?s normativa concordante, dirigi?ndose a 
nuestra direcci?n anteriormente se?alada o por medio de correo 
electr?nico: comunicacion at altran.es.

AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, 
est? dirigido a su destinatario y es confidencial. Cualquier 
distribuci?n, uso o reproducci?n sin consentimiento del remitente 
est? estrictamente prohibido. Si ha recibido este mensaje por 
error, por favor proceda a ponerlo en conocimiento del remitente 
por e-mail y a borrarlo de su sistema sin realizar copias.

From falcone at bestpractical.com  Wed Dec 30 09:31:52 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Dec 2009 09:31:52 -0500
Subject: [rt-users] File attachments in RTFM
In-Reply-To: <1262137805.3769.4.camel@cyclops.etc.gen.nz>
References: <1262137805.3769.4.camel@cyclops.etc.gen.nz>
Message-ID: <20091230143152.GB3556@jibsheet.com>

On Wed, Dec 30, 2009 at 02:50:05PM +1300, Andrew Ruthven wrote:
> Hey,
> 
> I've created an RTFM article, and attached a file to it.  But when I
> insert the article into a RT ticket I get the RTFM article, and
> "Attachment: ", but the attachment isn't attached to
> the ticket.
> 
> Is it possible to have it attach the file to the ticket as part of
> inserting the ticket?

This is, unfortunately, not a feature of RTFM.

-kevin
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From Richard at widexs.nl  Wed Dec 30 09:43:09 2009
From: Richard at widexs.nl (Richard Pijnenburg)
Date: Wed, 30 Dec 2009 15:43:09 +0100
Subject: [rt-users] File attachments in RTFM
In-Reply-To: <20091230143152.GB3556@jibsheet.com>
References: <1262137805.3769.4.camel@cyclops.etc.gen.nz>
	<20091230143152.GB3556@jibsheet.com>
Message-ID: <87458E9581E41E4F8FFD606200740856048564A3@mail01.widexs.local>

Hi Kevin,

Are there plans to make this available?
It's a feature that I believe more people would like to use ( I know I
would love it )

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 

-----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, December 30, 2009 3:32 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] File attachments in RTFM

On Wed, Dec 30, 2009 at 02:50:05PM +1300, Andrew Ruthven wrote:
> Hey,
> 
> I've created an RTFM article, and attached a file to it.  But when I 
> insert the article into a RT ticket I get the RTFM article, and
> "Attachment: ", but the attachment isn't attached 
> to the ticket.
> 
> Is it possible to have it attach the file to the ticket as part of 
> inserting the ticket?

This is, unfortunately, not a feature of RTFM.

-kevin

From johnathan.bell at baker.edu  Wed Dec 30 10:47:08 2009
From: johnathan.bell at baker.edu (Johnathan Bell)
Date: Wed, 30 Dec 2009 10:47:08 -0500
Subject: [rt-users] How to set Global rights in Perl? (How do I get "global"
	into an object)
Message-ID: 

I've written a script that will process an ACL-like file and set a number of permissions on our RT server, but currently I have this only working for specific queues. How can I make this work for global rights? Currently, I have it working as such:

--snip--
# $groupName and $queueName are specified in the function parameters. Assume they're correct.
# $status and $msg are also defined globals.
my $groupObj = new RT::Group($currentUser);
my $queueObj = new RT::Queue($currentUser);

# Load our RT queue
($status, $msg) = $queueObj->Load($queueName);

# Do one of these based on the type of group:
($status, $msg) = $groupObj->LoadUserDefinedGroup($groupName);
($status, $msg) = $groupObj->LoadQueueRoleGroup(Queue => $queueObj->id, Type => $groupName);
($status, $msg) = $groupObj->LoadSystemInternalGroup($groupName);

($status, $msg) = $groupObj->PrincipalObj->GrantRight(
    Right => $rightName,
    Object => $queueObj);
--snip--

I know that GrantRight takes a string "RightName" and an object to apply the right to and for. Can I use the same "$groupObj->PrinciplaObj->GrantRight("RightName", $object) to specify global rights? How do I get "global" into an object?
--
Johnathan Bell
Internet System Administrator, Baker College

From zachb at oxfordsuites.com  Wed Dec 30 11:42:21 2009
From: zachb at oxfordsuites.com (Zach Boettner)
Date: Wed, 30 Dec 2009 08:42:21 -0800
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <4B3478FC.3040500@infracaninophile.co.uk>
References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit>	<20091223183609.GN867@jibsheet.com>		<4B332BF7.3010209@infracaninophile.co.uk>
	<89771F227034477380C62859771A123C@oxfhqit>
	<4B3478FC.3040500@infracaninophile.co.uk>
Message-ID: <6632C0BA05F649F3A26E004DEF5574E2@oxfhqit>

Can anyone explain a bit more the steps I need to take to resolve this
issue? Matthew, what 'command' are you talking about to run from the mysql
client? How do I create the sql structure required by RT? I have the
database, rt3, created, but no structure in it. I'm fairly new to FreeBSD
and a bit lost with this RT installation/config. It's a crash course.
Thanks, Zach

-----Original Message-----
From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
Sent: Friday, December 25, 2009 12:34 AM
To: Zach Boettner
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1

Zach Boettner wrote:
> Ok, now when I put the PerlRequire /usr/local/bin/webmux.pl in my
> httpd.conf, apache fails to restart and I get the following in my apache
> error log file. If I comment out the PerlRequire statement apache will run
> and I get the BestPractical - You're almost there web page. Does the
> following errors indicate a problem with my mysql config or my
> RT_SiteConfig.pm???
> 
> [Thu Dec 24 08:23:38 2009] [notice] SIGHUP received.  Attempting to
restart
> [Thu Dec 24 08:23:38 2009] [warn] (22)Invalid argument: Failed to enable
the
> 'htt
> pready' Accept Filter
> [Thu Dec 24 08:23:41 2009] [error] Can't use an undefined value as an
ARRAY
> refer
> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
> 278.\nCompilation
> failed in require at (eval 4) line 1.\n
> [Thu Dec 24 08:23:41 2009] [error] Can't load Perl file:
> /usr/local/bin/webmux.pl
>  for server freebsd8.bchq.local:80, exiting...
> [Thu Dec 24 08:23:51 2009] [error] Can't use an undefined value as an
ARRAY
> refer
> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
> 278.\nCompilation
> failed in require at (eval 4) line 1.\n
> [Thu Dec 24 08:23:51 2009] [error] Can't load Perl file:
> /usr/local/bin/webmux.pl
>  for server freebsd8.bchq.local:80, exiting...
> [Thu Dec 24 08:23:54 2009] [error] Can't use an undefined value as an
ARRAY
> refer
> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
> 278.\nCompilation
> failed in require at (eval 4) line 1.\n
> [Thu Dec 24 08:23:54 2009] [error] Can't load Perl file:
> /usr/local/bin/webmux.pl
>  for server freebsd8.bchq.local:80, exiting...

It's blowing up in this chunk of code (in RT::Handle) --

   277          if ( $state eq 'post' ) {
   278              my $create_table = $dbh->selectrow_arrayref("SHOW CREATE
TABLE Tickets")->[1];
   279              unless ( $create_table =~
/(?:ENGINE|TYPE)\s*=\s*InnoDB/i ) {
   280                  return (0, "RT requires that all its tables be of
InnoDB type. Upgrade RT tables.");
   281              }
   282          }

which suggests that you've got database problems.  Possibly that the rt
database
schema hasn't been installed.  Try running that command from mysql client.
You
should get output like this:

# mysql
Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 63618
Server version: 5.0.84-log FreeBSD port: mysql-server-5.0.84

Type 'help;' or '\h' for help. Type '\c' to clear the current input
statement.

mysql> use rt3
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Database changed
mysql> SHOW CREATE TABLE Tickets \G
*************************** 1. row ***************************
       Table: Tickets
Create Table: CREATE TABLE `Tickets` (
  `id` int(11) NOT NULL auto_increment,
  `EffectiveId` int(11) NOT NULL default '0',
  `Queue` int(11) NOT NULL default '0',
  `Type` varchar(16) character set ascii default NULL,
  `IssueStatement` int(11) NOT NULL default '0',
  `Resolution` int(11) NOT NULL default '0',
  `Owner` int(11) NOT NULL default '0',
  `Subject` varchar(200) character set utf8 collate utf8_unicode_ci default
'[no subject]',
  `InitialPriority` int(11) NOT NULL default '0',
  `FinalPriority` int(11) NOT NULL default '0',
  `Priority` int(11) NOT NULL default '0',
  `TimeEstimated` int(11) NOT NULL default '0',
  `TimeWorked` int(11) NOT NULL default '0',
  `Status` varchar(10) character set ascii default NULL,
  `TimeLeft` int(11) NOT NULL default '0',
  `Told` datetime default NULL,
  `Starts` datetime default NULL,
  `Started` datetime default NULL,
  `Due` datetime default NULL,
  `Resolved` datetime default NULL,
  `LastUpdatedBy` int(11) NOT NULL default '0',
  `LastUpdated` datetime default NULL,
  `Creator` int(11) NOT NULL default '0',
  `Created` datetime default NULL,
  `Disabled` smallint(6) NOT NULL default '0',
  PRIMARY KEY  (`id`),
  KEY `Tickets1` (`Queue`,`Status`),
  KEY `Tickets2` (`Owner`),
  KEY `Tickets6` (`EffectiveId`,`Type`)
) ENGINE=InnoDB AUTO_INCREMENT=348 DEFAULT CHARSET=utf8
1 row in set (0.00 sec)

	Cheers,

	Matthew

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

From m.seaman at infracaninophile.co.uk  Wed Dec 30 15:16:47 2009
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Wed, 30 Dec 2009 20:16:47 +0000
Subject: [rt-users] rt-3.8.6 is already installed... Error code 1
In-Reply-To: <6632C0BA05F649F3A26E004DEF5574E2@oxfhqit>
References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit>	<20091223183609.GN867@jibsheet.com>		<4B332BF7.3010209@infracaninophile.co.uk>	<89771F227034477380C62859771A123C@oxfhqit>	<4B3478FC.3040500@infracaninophile.co.uk>
	<6632C0BA05F649F3A26E004DEF5574E2@oxfhqit>
Message-ID: <4B3BB52F.5060809@infracaninophile.co.uk>

Zach Boettner wrote:
> Can anyone explain a bit more the steps I need to take to resolve this
> issue? Matthew, what 'command' are you talking about to run from the mysql
> client? How do I create the sql structure required by RT? I have the
> database, rt3, created, but no structure in it. I'm fairly new to FreeBSD
> and a bit lost with this RT installation/config. It's a crash course.
> Thanks, Zach

I showed you a transcript of what you'ld need to type into mysql client, and
what sort of output you should expect.  However, here it is spelled out:

  1) You should have installed mysql server.  You can tell by running
     this command:

        % pkg_info -Ix mysql-server

     If there's no output from that command, then become root and do this:

        # cd /usr/ports/databases/mysql50-server
        # make install clean

  2) Mysql server should be running.  As root do:

        # /usr/local/etc/rc.d/mysql-server status

     Now, if all is well you will see something like this:

        mysql is running as pid 23757.

     There are two failure modes.  Firstly, if you see a message

        mysql is not running

     then mysql is configured to start up, but isn't currently running.
     In that case, just run:

       # /usr/local/etc/rc.d/mysql-server start

     and try the status command again.  If mysql won't start, look at
     the logfile in /var/db/mysql/${hostname}.err for clues.  (ie. 
     replace ${hostname} with the hostname of your machine...)

     Secondly, if you see no output at all, then mysql has not been
     configured to start up at all.  In that case, edit the file 
     /etc/rc.conf and add the following line:

       mysql_enable="YES"

     Then try starting mysql-server again.

  3) If you have not already done so, you should set a root password 
     inside mysql.  Without this, anyone with access to port 3306 on
     your server can control your database.  To set a new mysql root
     password, run this command as root:

        # mysqladmin password VafugOrmup

     where 'VafugOrmup' is replaced by your own secret password.  Make a
     record of the new MySQL root password and keep it in a safe place, as
     you'll need it later.  For day to day use, you can set up /root/.my.cnf
     so that you don't need to type in the password every time you go into
     mysql client.

     Simply edit the /root/.my.cnf file to have the following contents:

         # cat /root/.my.cnf 
[client]
    user = root
    password = VafugOrmup

     (replacing the password with your own one).  Then make that file accessible
     only by root:

         # chown root:wheel /root/.my.cnf
         # chmod 0600 /root/.my.cnf

     Now, when you run the command mysql as root, you should get to
     the 'mysql>' prompt straight away.  Verify that this works.

  4) Note that mysql is a very complex program and has a wealth of configuration
     and tuning settings which may need adjustment to give you good performance 
     according to your workload and the available hardware.  This is a good point
     to make those settings. Unfortunately, this is not something I can give you a
     potted set of directions that you can just run through because what you need
     to do depends very much on what sort of hardware you have, what sort of workload 
     your RT installation will need to cope with and other considerations like if 
     you're running any other databases or if you have separate web and DB server 
     hardware.  

     There are literally thousands of web pages discussing this sort of thing, not to 
     mention a dozen or so text books you can refer to, but for best results, consult
     a knowledgeable DBA.  For testing purposes you can just proceed with the default
     settings: everything should still work, but probably not as fast as it could do.

  5) Now, we get to the RT specific bits.  First, run mysql client and check if
     a database has been created for RT to use.  

         # mysql
         [...]
         mysql> SHOW DATABASES ;

      This should result in output like so:

         +--------------------+
         | Database           |
         +--------------------+
         | information_schema | 
         | mysql              | 
         | rt3                | 
         +--------------------+
         3 rows in set (0.00 sec)

      The default database name for RT is 'rt3': it is possible to override that, but 
      unless you have a good reason to do so, it's best to just keep to the default.
      The other two databases are used internally by MySQL.

      If the database exists, see if there are any tables in it:

         mysql> use rt3
         mysql> SHOW TABLES ;

      The output should look like this:

         +-------------------------+
         | Tables_in_rt3           |
         +-------------------------+
         | ACL                     | 
         | Attachments             | 
         | Attributes              | 
         | CachedGroupMembers      | 
         | CustomFieldValues       | 
         | CustomFields            | 
         | GroupMembers            | 
         | Groups                  | 
         | Links                   | 
         | ObjectCustomFieldValues | 
         | ObjectCustomFields      | 
         | Principals              | 
         | Queues                  | 
         | ScripActions            | 
         | ScripConditions         | 
         | Scrips                  | 
         | Templates               | 
         | Tickets                 | 
         | Transactions            | 
         | Users                   | 
         | sessions                | 
         +-------------------------+
         21 rows in set (0.00 sec)

      Finally, check that the DB userid RT will use for day to day access to the
      database has been set up:

         mysql> SHOW GRANTS FOR 'rt_user'@'localhost' ;
         +----------------------------------------------------------------------------------------------------------------+
         | Grants for rt_user at localhost                                                                                   |
         +----------------------------------------------------------------------------------------------------------------+
         | GRANT USAGE ON *.* TO 'rt_user'@'localhost' IDENTIFIED BY PASSWORD *XXXXXXXXXXCENSOREDXXXXXXXXXXXXXXXXXXXXXXX' | 
         | GRANT SELECT, INSERT, UPDATE, DELETE, CREATE, INDEX ON `rt3`.* TO 'rt_user'@'localhost'                        | 
         +----------------------------------------------------------------------------------------------------------------+
         2 rows in set (0.02 sec)

      If all the above checks return sensible results, then your database is in good
      shape and you should stop here.  

   6) Otherwise, you need to install the RT database schema.  Remember that root password
      you set up earlier?  You're going to need that now.  Run the following command as
      root:

         # perl rt-setup-database --action init --dba root --dba-password VafugOrmup

      This will create the rt3 database, generate all the tables in it and populate
      them with the necessary initial data, plus create the 'rt_user'@'localhost'
      user and set a password for it.  It will prompt you for anything else it needs.

	Cheers,

	Matthew

> 
> -----Original Message-----
> From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] 
> Sent: Friday, December 25, 2009 12:34 AM
> To: Zach Boettner
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1
> 
> Zach Boettner wrote:
>> Ok, now when I put the PerlRequire /usr/local/bin/webmux.pl in my
>> httpd.conf, apache fails to restart and I get the following in my apache
>> error log file. If I comment out the PerlRequire statement apache will run
>> and I get the BestPractical - You're almost there web page. Does the
>> following errors indicate a problem with my mysql config or my
>> RT_SiteConfig.pm???
>>
>> [Thu Dec 24 08:23:38 2009] [notice] SIGHUP received.  Attempting to
> restart
>> [Thu Dec 24 08:23:38 2009] [warn] (22)Invalid argument: Failed to enable
> the
>> 'htt
>> pready' Accept Filter
>> [Thu Dec 24 08:23:41 2009] [error] Can't use an undefined value as an
> ARRAY
>> refer
>> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
>> 278.\nCompilation
>> failed in require at (eval 4) line 1.\n
>> [Thu Dec 24 08:23:41 2009] [error] Can't load Perl file:
>> /usr/local/bin/webmux.pl
>>  for server freebsd8.bchq.local:80, exiting...
>> [Thu Dec 24 08:23:51 2009] [error] Can't use an undefined value as an
> ARRAY
>> refer
>> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
>> 278.\nCompilation
>> failed in require at (eval 4) line 1.\n
>> [Thu Dec 24 08:23:51 2009] [error] Can't load Perl file:
>> /usr/local/bin/webmux.pl
>>  for server freebsd8.bchq.local:80, exiting...
>> [Thu Dec 24 08:23:54 2009] [error] Can't use an undefined value as an
> ARRAY
>> refer
>> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line
>> 278.\nCompilation
>> failed in require at (eval 4) line 1.\n
>> [Thu Dec 24 08:23:54 2009] [error] Can't load Perl file:
>> /usr/local/bin/webmux.pl
>>  for server freebsd8.bchq.local:80, exiting...
> 
> It's blowing up in this chunk of code (in RT::Handle) --
> 
>    277          if ( $state eq 'post' ) {
>    278              my $create_table = $dbh->selectrow_arrayref("SHOW CREATE
> TABLE Tickets")->[1];
>    279              unless ( $create_table =~
> /(?:ENGINE|TYPE)\s*=\s*InnoDB/i ) {
>    280                  return (0, "RT requires that all its tables be of
> InnoDB type. Upgrade RT tables.");
>    281              }
>    282          }
> 
> which suggests that you've got database problems.  Possibly that the rt
> database
> schema hasn't been installed.  Try running that command from mysql client.
> You
> should get output like this:
> 
> # mysql
> Welcome to the MySQL monitor.  Commands end with ; or \g.
> Your MySQL connection id is 63618
> Server version: 5.0.84-log FreeBSD port: mysql-server-5.0.84
> 
> Type 'help;' or '\h' for help. Type '\c' to clear the current input
> statement.
> 
> mysql> use rt3
> Reading table information for completion of table and column names
> You can turn off this feature to get a quicker startup with -A
> 
> Database changed
> mysql> SHOW CREATE TABLE Tickets \G
> *************************** 1. row ***************************
>        Table: Tickets
> Create Table: CREATE TABLE `Tickets` (
>   `id` int(11) NOT NULL auto_increment,
>   `EffectiveId` int(11) NOT NULL default '0',
>   `Queue` int(11) NOT NULL default '0',
>   `Type` varchar(16) character set ascii default NULL,
>   `IssueStatement` int(11) NOT NULL default '0',
>   `Resolution` int(11) NOT NULL default '0',
>   `Owner` int(11) NOT NULL default '0',
>   `Subject` varchar(200) character set utf8 collate utf8_unicode_ci default
> '[no subject]',
>   `InitialPriority` int(11) NOT NULL default '0',
>   `FinalPriority` int(11) NOT NULL default '0',
>   `Priority` int(11) NOT NULL default '0',
>   `TimeEstimated` int(11) NOT NULL default '0',
>   `TimeWorked` int(11) NOT NULL default '0',
>   `Status` varchar(10) character set ascii default NULL,
>   `TimeLeft` int(11) NOT NULL default '0',
>   `Told` datetime default NULL,
>   `Starts` datetime default NULL,
>   `Started` datetime default NULL,
>   `Due` datetime default NULL,
>   `Resolved` datetime default NULL,
>   `LastUpdatedBy` int(11) NOT NULL default '0',
>   `LastUpdated` datetime default NULL,
>   `Creator` int(11) NOT NULL default '0',
>   `Created` datetime default NULL,
>   `Disabled` smallint(6) NOT NULL default '0',
>   PRIMARY KEY  (`id`),
>   KEY `Tickets1` (`Queue`,`Status`),
>   KEY `Tickets2` (`Owner`),
>   KEY `Tickets6` (`EffectiveId`,`Type`)
> ) ENGINE=InnoDB AUTO_INCREMENT=348 DEFAULT CHARSET=utf8
> 1 row in set (0.00 sec)
> 
> 
> 	Cheers,
> 
> 	Matthew
> 

-- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW

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From falcone at bestpractical.com  Wed Dec 30 15:22:16 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Dec 2009 15:22:16 -0500
Subject: [rt-users] File attachments in RTFM
In-Reply-To: <87458E9581E41E4F8FFD606200740856048564A3@mail01.widexs.local>
References: <1262137805.3769.4.camel@cyclops.etc.gen.nz>
	<20091230143152.GB3556@jibsheet.com>
	<87458E9581E41E4F8FFD606200740856048564A3@mail01.widexs.local>
Message-ID: <20091230202216.GC3556@jibsheet.com>

On Wed, Dec 30, 2009 at 03:43:09PM +0100, Richard Pijnenburg wrote:
> Are there plans to make this available?
> It's a feature that I believe more people would like to use ( I know I
> would love it )

It isn't something currently on the roadmap, but if a client requests
it, I'm sure it can be rolled in.

-kevin

> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
> Falcone
> Sent: Wednesday, December 30, 2009 3:32 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] File attachments in RTFM
> 
> On Wed, Dec 30, 2009 at 02:50:05PM +1300, Andrew Ruthven wrote:
> > Hey,
> > 
> > I've created an RTFM article, and attached a file to it.  But when I 
> > insert the article into a RT ticket I get the RTFM article, and
> > "Attachment: ", but the attachment isn't attached 
> > to the ticket.
> > 
> > Is it possible to have it attach the file to the ticket as part of 
> > inserting the ticket?
> 
> This is, unfortunately, not a feature of RTFM.
> 
> -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 Dec 30 15:25:36 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Dec 2009 15:25:36 -0500
Subject: [rt-users] How to set Global rights in Perl? (How do I get
 "global" into an object)
In-Reply-To: 
References: 
Message-ID: <20091230202536.GD3556@jibsheet.com>

On Wed, Dec 30, 2009 at 10:47:08AM -0500, Johnathan Bell wrote:
> I've written a script that will process an ACL-like file and set a number of permissions on our RT server, but currently I have this only working for specific queues. How can I make this work for global rights? Currently, I have it working as such:
> 
> --snip--
> # $groupName and $queueName are specified in the function parameters. Assume they're correct.
> # $status and $msg are also defined globals.
> my $groupObj = new RT::Group($currentUser);
> my $queueObj = new RT::Queue($currentUser);
> 
> # Load our RT queue
> ($status, $msg) = $queueObj->Load($queueName);
> 
> # Do one of these based on the type of group:
> ($status, $msg) = $groupObj->LoadUserDefinedGroup($groupName);
> ($status, $msg) = $groupObj->LoadQueueRoleGroup(Queue => $queueObj->id, Type => $groupName);
> ($status, $msg) = $groupObj->LoadSystemInternalGroup($groupName);
> 
> ($status, $msg) = $groupObj->PrincipalObj->GrantRight(
>     Right => $rightName,
>     Object => $queueObj);
> --snip--
> 
> I know that GrantRight takes a string "RightName" and an object to apply the right to and for. Can I use the same "$groupObj->PrinciplaObj->GrantRight("RightName", $object) to specify global rights? How do I get "global" into an object?

You probably want the $RT::System object

-kevin
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From steven at stevencochran.com  Wed Dec 30 17:49:34 2009
From: steven at stevencochran.com (steven at stevencochran.com)
Date: Wed, 30 Dec 2009 17:49:34 -0500
Subject: [rt-users] Preventing subscribers from being spammed by new tickets
In-Reply-To: <20091230202536.GD3556@jibsheet.com>
Message-ID: 

Hello,

I am new to RT, have the O'Reilly book and been reading the wiki. We are
using RT as a clearinghouse for people who want to volunteer on certain
projects. I've set it so that volunteers can enroll themselves in groups
according to what type of work they want to do, and setting group dashboards
that show tickets in the appropriate queues.

Since each project will be broken down into individual tasks, I don't want
people spammed with a notice of each ticket, only that there has been at
least one ticket entered since the last check. Is there something like
TransactionBatch that I can use?

Thanks!

Steven Cochran

From jpierce at cambridgeenergyalliance.org  Wed Dec 30 22:25:11 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 30 Dec 2009 22:25:11 -0500
Subject: [rt-users] Preventing subscribers from being spammed by new
	tickets
In-Reply-To: 
References: <20091230202536.GD3556@jibsheet.com>

Message-ID: 

a) Don't make them AdminCCs and send an explicit message when a new
project is input
B) set the user accounts to receive digests
c) use a CF to set a flag against notification. Doing so in a variant
of the bulleted list to sub-ticket scrip on the wiki could provide a
nice system

From jesse at bestpractical.com  Wed Dec 30 19:30:01 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 30 Dec 2009 16:30:01 -0800
Subject: [rt-users] Making RT attractive in MSIE
In-Reply-To: 
References: 
Message-ID: <20091231003001.GN6751@bestpractical.com>

Hi David,

On Mon 28.Dec'09 at 13:22:22 -0800, David Griffith wrote:
> 
> Unfortunately I still have to support MSIE (version 8).  Can someone give 
> me some pointers on making RT (version 3.8.7) look as it does under 
> Firefox?  Here are the most obvious differences:
> 
> * Corners are never rounded off.

This one is because IE doesn't support the CSS corner-rounding extension
coming in CSS3.  Our options were "computationally expensive javascript", 
"hand-hacking every template to give it rounded corners" or letting IE
not have rounded corners.

> * MSIE sometimes has different ideas on font sizes.

patches to msie6.css and msie.css would be welcome.

> * Top and left borders of subwindows (view a ticket) are missing.

Can you send screenshots?

> * Background colors are often white instead of shades of blue and grey.

Patches to msie6.css and msie.css would be welcome.

Best, 
Jesse
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From tgpfeiffer at web.de  Thu Dec 31 05:48:38 2009
From: tgpfeiffer at web.de (Tobias G. Pfeiffer)
Date: Thu, 31 Dec 2009 11:48:38 +0100
Subject: [rt-users] ExternalAuth+LDAP questions/oddities
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD44B@MAILBOX.tbcnet.biltmore.com>
References: <200912222019.13985.tgpfeiffer@web.de>
	<200912282349.48354.tgpfeiffer@web.de>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD44B@MAILBOX.tbcnet.biltmore.com>
Message-ID: <200912311148.43211.tgpfeiffer@web.de>

Hi!

Am Dienstag, 29. Dezember 2009, 03:02 schrieb Jason Ledford:
> my test machine has rt installed on debian via apt-get (and should be
>  the same on ubuntu) and it looks like you are missing this line
>  require
>  "/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/
> etc/RT_SiteConfig.pm"

I had the configuration options defined in that file already copied to 
my global RT_SiteConfig.pm, so that shouldn't be the problem.

But still, I can't see what I'm doing wrong. Now I removed the Ubuntu 
packages and installed RT v3.8.7 by hand:
$ sudo ./configure ...
$ sudo make fixdeps
$ sudo make install
results in a working installation in /opt/rt3.

$ sudo cpan -if RT::Authen::ExternalAuth
installs the ExternalAuth v0.08 plugin to /opt/rt3/local/plugins/RT-
Authen-ExternalAuth. I added only
 require "/opt/rt3/local/plugins/RT-Authen-
ExternalAuth/etc/RT_SiteConfig.pm";
 Set( @Plugins, qw(RT::Authen::ExternalAuth) );
to my (working) RT_SiteConfig.pm.

Of course this can't work, as the ExternalAuth config file isn't edited 
yet, but at least I would expect some debug messages now. Everyone else 
experiencing problems with ExternalAuth posts messages like

> [Fri Jun 26 20:29:58 2009] [debug]: Attempting to use external auth  
> service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/ 
> RT/Authen/ExternalAuth.pm:64)

but all *I* get is:

>[Tue Dec 29 12:53:39 2009] [error]: FAILED LOGIN for *** from
> 192.168.122.1 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)

Do I need to set *any other* options for "use plugins" or "try other 
authentication methods" or so?

Thanks for your help,
Tobias

-- 
Tomorrow will be cancelled due to lack of interest.
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From manohar.r at glowtouch.com  Thu Dec 31 09:30:34 2009
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Thu, 31 Dec 2009 20:00:34 +0530
Subject: [rt-users] Retain Cc and Bcc's for teh whole ticket thread.
Message-ID: <003d01ca8a25$d190a0e0$74b1e2a0$@r@glowtouch.com>

Hi,

How do I retain the Cc and Bcc list for the entire thread from starting to
end in RT?

I am using RT 3.8.4. Also there are some mail display formatting issues when
sent the mails through Outlook (2k3 & 2k7) as they appear as attachment in
the response mail received in my outlook program. Can this be solved by
upgrading to 3.8.7 or is there any other fix for this?

Thanks

Manohar

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From jhj.gubbels at gmail.com  Thu Dec 31 10:07:44 2009
From: jhj.gubbels at gmail.com (Jac Gubbels)
Date: Thu, 31 Dec 2009 17:07:44 +0200
Subject: [rt-users] time ticket creation incorrect
Message-ID: <2956be2d0912310707j7ca35014s658216d56c86add1@mail.gmail.com>

Hi,

Today I noticed the ticket creation time is between 25 and 28 minutes
earlier than the time the ticket actually got created. After submitting a
ticket through email the 'last updated' time is correct but the creation
time is wrong. Now, given the fact that we are close to half an hour off, I
concluded it is not a time zone issue. It is also not the server time, as I
checked that that is correct. So my question: Would anybody have an idea on
what causes the creation time to end up wrong in the database!?

Looking forward to your replies!

Jac Gubbels
Istanbul, Turkey.
Jac
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