From jpierce at cambridgeenergyalliance.org Sun Feb 1 15:58:23 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sun, 1 Feb 2009 15:58:23 -0500 Subject: [rt-users] queue tag moved from left of subject to right of subject? In-Reply-To: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> References: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> Message-ID: > From this point forward, the tag in the e-mail will be on the right > instead of the left. I cannot figure out exactly what causes this > shift. Can someone clue me in? Can we prevent it? Same thing occurs here. Never really looked into it though. From jpierce at cambridgeenergyalliance.org Sun Feb 1 16:03:39 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sun, 1 Feb 2009 16:03:39 -0500 Subject: [rt-users] RT Time fields in days? In-Reply-To: <49837B73.1000307@lbl.gov> References: <49837B73.1000307@lbl.gov> Message-ID: See share/html/Elements/SelectTimeUnits But I'd just tell them to multiply by 8 business hours per day. -- Cambridge Energy Alliance: Save money. Save the planet. From micah at onshore.com Sun Feb 1 21:00:57 2009 From: micah at onshore.com (Micah Gersten) Date: Sun, 01 Feb 2009 20:00:57 -0600 Subject: [rt-users] A problem with Ticket Search In-Reply-To: <21453763.post@talk.nabble.com> References: <21453763.post@talk.nabble.com> Message-ID: <498653D9.8060604@onshore.com> I'm also having this issue. Does anyone know how to limit which users show up in the Query Builder? Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com anusiak wrote: > I am a begginer RT administrator, and we are using RT with our company's user > support system. We have about 100000 or more e-mail addresses/users in RT > database at the moment, and trying to enter search engine, run simple > search or bulk update causes all of those e-mail addresses to load (which > takes approximately 20-30 minutes) before we can do anything. Is there any > way to configure RT not to load all of those data? I would appreciate any > help. > From gravyface at gmail.com Sun Feb 1 21:51:20 2009 From: gravyface at gmail.com (GravyFace) Date: Sun, 1 Feb 2009 21:51:20 -0500 Subject: [rt-users] Anyone get Exchange working? Message-ID: <19fa96670902011851y2cc6001aq338229237cdbf6ff@mail.gmail.com> Having a heck of a time using Exchange as a relay/smarthost as described in the wiki article's scenario 2: http://wiki.bestpractical.com/view/MSExchangeRelay If anyone has this working, please give me a hand. Thank you From ktm at rice.edu Sun Feb 1 22:41:42 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Sun, 1 Feb 2009 21:41:42 -0600 Subject: [rt-users] RT full text indexing with PostgreSQL Message-ID: <20090202034142.GB29522@it.is.rice.edu> I just updated the PostgreSQLFullText pages on the wiki with the triggers to keep the parsed document columns updated whenever there is a change to the dependent columns. Here are the commands for adding the triggers to keep the textsearchable columns corresponding to attachments.subject/content and objectcustomfieldvalues.largecontent up to date: CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE ON attachments FOR EACH ROW EXECUTE PROCEDURE tsvector_update_trigger(textsearchable, 'pg_catalog.english', subject, content); CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE ON objectcustomfieldvalues FOR EACH ROW EXECUTE PROCEDURE tsvector_update_trigger(textsearchable, 'pg_catalog.english', largecontent); Please let me know if there are any problems and bon voyage. Ken From aaron at guise.net.nz Sun Feb 1 22:47:26 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 2 Feb 2009 16:47:26 +1300 Subject: [rt-users] Anyone get Exchange working? In-Reply-To: <19fa96670902011851y2cc6001aq338229237cdbf6ff@mail.gmail.com> References: <19fa96670902011851y2cc6001aq338229237cdbf6ff@mail.gmail.com> Message-ID: Hi, I have RT working very well indeed at my workplace. Running Sendmail with our exchange server running as a smart host. All outgoing email is passwed through the exchange server and as for inbound mail this is forwarded from exchange to RT via an email contact. But as said it works very well. What are you having difficullty with? Which MTA are you using Sendmail/Postfix? *Regards,* *Aaron Guise 027 212 6638 aaron at guise.net.nz * On Mon, Feb 2, 2009 at 3:51 PM, GravyFace wrote: > Having a heck of a time using Exchange as a relay/smarthost as > described in the wiki article's scenario 2: > http://wiki.bestpractical.com/view/MSExchangeRelay > > If anyone has this working, please give me a hand. > > Thank you > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Feb 2 03:06:11 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Feb 2009 09:06:11 +0100 Subject: [rt-users] A problem with Ticket Search In-Reply-To: <21453763.post@talk.nabble.com> References: <21453763.post@talk.nabble.com> Message-ID: <20090202080609.GA31690@easter-eggs.com> On Wed, Jan 14, 2009 at 02:58:28AM -0800, anusiak wrote: > > I am a begginer RT administrator, and we are using RT with our company's user > support system. We have about 100000 or more e-mail addresses/users in RT > database at the moment, and trying to enter search engine, run simple > search or bulk update causes all of those e-mail addresses to load (which > takes approximately 20-30 minutes) before we can do anything. Is there any > way to configure RT not to load all of those data? I would appreciate any > help. > That souunds you give right "OwnTicket" to all your users (priveleged/unprivileged). You should review you're permissions and limit OwnTicket to your members of support teams. From elacour at easter-eggs.com Mon Feb 2 03:10:50 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Feb 2009 09:10:50 +0100 Subject: [rt-users] New Created Queues are not visible in RT after upgrade. In-Reply-To: <2282948c0901310751n13b467f8g6c75ce020a6a8874@mail.gmail.com> References: <2282948c0901310751n13b467f8g6c75ce020a6a8874@mail.gmail.com> Message-ID: <20090202081048.GB31690@easter-eggs.com> On Sat, Jan 31, 2009 at 08:51:58PM +0500, Rana Tanveer wrote: > Hi RT Users/Admins > > I have upgraded my RT from 3.6.5 to 3.8.1 after reading UPGRADING.mysql and > other relevant documents. it seems working fine now. > > but i am facing one problem. when i create new Queue and assign its > user/group rights to users/groups it is not visible to that particular > users/groups in "New Ticket in" Drop Down, dont know why. > > can some one guide me as i am suffering from disaster. > In 3.6.7 (as I remember) and over, there is caching of queues (which make RT really faster), users have to logout to see newly created queues. (or you can clear their sessions on server side) From martin at proxmox.com Mon Feb 2 03:46:56 2009 From: martin at proxmox.com (Martin Maurer) Date: Mon, 2 Feb 2009 09:46:56 +0100 Subject: [rt-users] Anyone get Exchange working? In-Reply-To: <19fa96670902011851y2cc6001aq338229237cdbf6ff@mail.gmail.com> References: <19fa96670902011851y2cc6001aq338229237cdbf6ff@mail.gmail.com> Message-ID: <7B7881568CF40E4388B615CD06F87B980989D1@clara.maurer-it.com> Hi, I am just working on a howto for our RT virtual appliance - with exchange: http://pve.proxmox.com/wiki/RT_Request_Tracker#Integrate_RT_to_Exchange_ Server_2000.2F2003_environment (should be finished end of week) In short: - I prefer using a new user with address at domain.com (this is the address of the queue) - this user forwards to a contact: interal-rt at rt.domain.com) - configure a SMTP connector sending the address space (rt.domain.com) to your RT server If you change anything on SMTP Exchange: restart the smtp service AND the "Microsoft Exchange Routing Engine" Also check the mailer-setup on RT: I use postfix on RT, see our virtual appliance for more details. Br, Martin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of GravyFace > Sent: Montag, 2. Februar 2009 03:51 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Anyone get Exchange working? > > Having a heck of a time using Exchange as a relay/smarthost as > described in the wiki article's scenario 2: > http://wiki.bestpractical.com/view/MSExchangeRelay > > If anyone has this working, please give me a hand. > > Thank you > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From pht at spatium.org Mon Feb 2 04:40:59 2009 From: pht at spatium.org (Michal Svoboda) Date: Mon, 2 Feb 2009 10:40:59 +0100 Subject: [rt-users] replytoticket, modifyticket and change queue right Message-ID: <20090202094059.GH21599@feynman.spatium.org> Hi, in my RT setup I need to distinguish two groups of people: 1) internal staff which may not directly communicate with requestor 2) support manager who may I understand that the comment/correspondence mechanism is suitable for this scenario. However, it is important that the internal staff does not mistakingly respond with 'reply', thus I need to revoke their right to do so. If I understand the rights correctly, one has to remove ReplyToTicket as well as ModifyTicket. Taking away ModifyTicket removes other goodies though, such as changing the queue (ie. forwarding of ticket between departments). And there's no separate "change queue" privilege. What do you suggest? Regards, Michal Svoboda From chris at de-punkt.de Mon Feb 2 07:15:30 2009 From: chris at de-punkt.de (Christopher Kunz (Filoo GmbH)) Date: Mon, 02 Feb 2009 13:15:30 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets Message-ID: <4986E3E2.9040003@de-punkt.de> Hi all, since our upgrade to RT 3.6.4, the "resolve multiple tickets" functionality shows erratic behavior in my installation. When before, it only showed the privileged users (which are in the ballpark of 3-10 per queue), it then started to show *all* users who ever submitted tickets, including obvious spam and bogus users. This leads to inacceptable long loading times (the "resolve multiple tickets" page takes about 3 minutes to load). We're currently around ticket #74000 in our installation, so there are quite some ticket owners in the database... Unfortunately, I am not completely sure if the update to 3.6.4 is the actual reason for this change in behavior, since I have also made some minor changes in the configuration (which, of course, I don't remember now). Is there a switch in the config files that might have caused this behavior? Thanks for pointers, --ck -- Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) From elacour at easter-eggs.com Mon Feb 2 07:22:38 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Feb 2009 13:22:38 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <4986E3E2.9040003@de-punkt.de> References: <4986E3E2.9040003@de-punkt.de> Message-ID: <20090202122236.GG31690@easter-eggs.com> On Mon, Feb 02, 2009 at 01:15:30PM +0100, Christopher Kunz (Filoo GmbH) wrote: > Hi all, > > since our upgrade to RT 3.6.4, the "resolve multiple tickets" > functionality shows erratic behavior in my installation. When before, it > only showed the privileged users (which are in the ballpark of 3-10 per > queue), it then started to show *all* users who ever submitted tickets, > including obvious spam and bogus users. > you seems to gave OwnTicket right to everyone or unprivileged users, check your permissions. From chris at de-punkt.de Mon Feb 2 07:33:19 2009 From: chris at de-punkt.de (Christopher Kunz (Filoo GmbH)) Date: Mon, 02 Feb 2009 13:33:19 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <20090202122236.GG31690@easter-eggs.com> References: <4986E3E2.9040003@de-punkt.de> <20090202122236.GG31690@easter-eggs.com> Message-ID: <4986E80F.7030202@de-punkt.de> Emmanuel Lacour schrieb: > you seems to gave OwnTicket right to everyone or unprivileged users, > check your permissions. Currently, global Group Rights are as follows: Everyone: CreateTicket Privileged: ShowOutgoingEmail Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch Requestor: CreateTicket, ModifyTicket, ReplyToTicket All other relevant groups: No rights granted. For testing, I have now removed ShowOutgoingEmail and Watch from the Unprivileged group and the behavior does not seem to have changed. I have checked queue-specific groups and there are no additional default privileges. Any other ideas? Regards, --ck -- Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) From elacour at easter-eggs.com Mon Feb 2 08:40:46 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Feb 2009 14:40:46 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <4986E80F.7030202@de-punkt.de> References: <4986E3E2.9040003@de-punkt.de> <20090202122236.GG31690@easter-eggs.com> <4986E80F.7030202@de-punkt.de> Message-ID: <20090202134045.GH31690@easter-eggs.com> On Mon, Feb 02, 2009 at 01:33:19PM +0100, Christopher Kunz (Filoo GmbH) wrote: > Emmanuel Lacour schrieb: > > you seems to gave OwnTicket right to everyone or unprivileged users, > > check your permissions. > > Any other ideas? > Is DBIx::SearchBuilder up to date? From chris at de-punkt.de Mon Feb 2 08:53:43 2009 From: chris at de-punkt.de (Christopher Kunz (Filoo GmbH)) Date: Mon, 02 Feb 2009 14:53:43 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <20090202134045.GH31690@easter-eggs.com> References: <4986E3E2.9040003@de-punkt.de> <20090202122236.GG31690@easter-eggs.com> <4986E80F.7030202@de-punkt.de> <20090202134045.GH31690@easter-eggs.com> Message-ID: <4986FAE7.3080806@de-punkt.de> Emmanuel Lacour schrieb: > On Mon, Feb 02, 2009 at 01:33:19PM +0100, Christopher Kunz (Filoo GmbH) wrote: >> Emmanuel Lacour schrieb: >>> you seems to gave OwnTicket right to everyone or unprivileged users, >>> check your permissions. >> Any other ideas? >> > > Is DBIx::SearchBuilder up to date? Yes, it's current: cpan[12]> r DBIx::SearchBuilder All modules are up to date for DBIx::SearchBuilder Regards, --ck -- Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) From elacour at easter-eggs.com Mon Feb 2 09:00:38 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Feb 2009 15:00:38 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <4986FAE7.3080806@de-punkt.de> References: <4986E3E2.9040003@de-punkt.de> <20090202122236.GG31690@easter-eggs.com> <4986E80F.7030202@de-punkt.de> <20090202134045.GH31690@easter-eggs.com> <4986FAE7.3080806@de-punkt.de> Message-ID: <20090202140037.GI31690@easter-eggs.com> On Mon, Feb 02, 2009 at 02:53:43PM +0100, Christopher Kunz (Filoo GmbH) wrote: > > Yes, it's current: > > cpan[12]> r DBIx::SearchBuilder > All modules are up to date for DBIx::SearchBuilder > Do you still get unprivileged users if you access this directly: http://..../rt/Elements/SelectOwner ? Here it should show every users that has OwnTicket right, either global or on one of the queues, as a group right, user right or system right. From joe.hartley at retailsolutions.com Mon Feb 2 09:42:01 2009 From: joe.hartley at retailsolutions.com (Joe Hartley) Date: Mon, 2 Feb 2009 06:42:01 -0800 Subject: [rt-users] Drop Attachments or Deny attachments In-Reply-To: <2282948c0901301257r49a8ef1ao1c93feb756712903@mail.gmail.com> References: <2282948c0901301257r49a8ef1ao1c93feb756712903@mail.gmail.com> Message-ID: <580CB599E684764C84C5CCFA64A929B40159722B@EXVBE011-2.exch011.intermedia.net> I use a script called stripmime to take out attachments and HTML formatting in emails going to RT. It's at http://www.phred.org/~alex/stripmime.html -- Joe Hartley | Sr. Linux SysAdmin Retail Solutions, Inc. 40 Sharpe Drive Cranston, RI 02920 joe.hartley at retailsolutions.com +1 401.824.5040 (o) | +1 401.824.5002 (f) From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rana Tanveer Sent: Friday, January 30, 2009 3:57 PM To: RT Users Subject: [rt-users] Drop Attachments or Deny attachments Hi RT Admins/Users I want to stop attachemt received at RT, means RT is configured in a way that it should not receive any attachment throug mails. is there any way to configure RT in such a way. i try to use DropAttachments like methods but attachemts are still there i want to deny/stop/drop attachments via RT if possible please give me guideline so i can implement this. -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From kemcho12345 at yahoo.com Mon Feb 2 09:55:21 2009 From: kemcho12345 at yahoo.com (kem cho) Date: Mon, 2 Feb 2009 06:55:21 -0800 (PST) Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <4986E3E2.9040003@de-punkt.de> Message-ID: <522789.42900.qm@web52502.mail.re2.yahoo.com> Check this out: ? http://www.gossamer-threads.com/lists/rt/users/81858#81858 --- On Mon, 2/2/09, Christopher Kunz (Filoo GmbH) wrote: From: Christopher Kunz (Filoo GmbH) Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets To: RT-Users at lists.bestpractical.com Date: Monday, February 2, 2009, 6:15 AM Hi all, since our upgrade to RT 3.6.4, the "resolve multiple tickets" functionality shows erratic behavior in my installation. When before, it only showed the privileged users (which are in the ballpark of 3-10 per queue), it then started to show *all* users who ever submitted tickets, including obvious spam and bogus users. This leads to inacceptable long loading times (the "resolve multiple tickets" page takes about 3 minutes to load). We're currently around ticket #74000 in our installation, so there are quite some ticket owners in the database... Unfortunately, I am not completely sure if the update to 3.6.4 is the actual reason for this change in behavior, since I have also made some minor changes in the configuration (which, of course, I don't remember now). Is there a switch in the config files that might have caused this behavior? Thanks for pointers, --ck -- Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris at de-punkt.de Mon Feb 2 09:57:45 2009 From: chris at de-punkt.de (Christopher Kunz (Filoo GmbH)) Date: Mon, 02 Feb 2009 15:57:45 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <522789.42900.qm@web52502.mail.re2.yahoo.com> References: <522789.42900.qm@web52502.mail.re2.yahoo.com> Message-ID: <498709E9.4060100@de-punkt.de> kem cho schrieb: > Check this out: > > http://www.gossamer-threads.com/lists/rt/users/81858#81858 > Nice workaround, works fine for me. Owner change is very rarely used in our setup, anyway. Regards, --ck -- Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) From sturner at MIT.EDU Mon Feb 2 10:05:13 2009 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 02 Feb 2009 10:05:13 -0500 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <498709E9.4060100@de-punkt.de> References: <522789.42900.qm@web52502.mail.re2.yahoo.com> <498709E9.4060100@de-punkt.de> Message-ID: On Mon, 02 Feb 2009 09:57:45 -0500, Christopher Kunz (Filoo GmbH) wrote: > kem cho schrieb: >> Check this out: >> >> http://www.gossamer-threads.com/lists/rt/users/81858#81858 >> > > > Nice workaround, works fine for me. Owner change is very rarely used in > our setup, anyway. > > Regards, > > --ck > > We did the same thing for Query Builder too (html/Search/Elements/PickBasics) Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From elacour at easter-eggs.com Mon Feb 2 10:07:11 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Feb 2009 16:07:11 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <498709E9.4060100@de-punkt.de> References: <522789.42900.qm@web52502.mail.re2.yahoo.com> <498709E9.4060100@de-punkt.de> Message-ID: <20090202150710.GK31690@easter-eggs.com> On Mon, Feb 02, 2009 at 03:57:45PM +0100, Christopher Kunz (Filoo GmbH) wrote: > kem cho schrieb: > > Check this out: > > > > http://www.gossamer-threads.com/lists/rt/users/81858#81858 > > > > > Nice workaround, works fine for me. Owner change is very rarely used in > our setup, anyway. > Yes, but it hides the fact that you seems to have an ACL issue in your setup. What is the result of this sql query on your DB: select * from ACL where RightName='OwnTicket'; From chris at de-punkt.de Mon Feb 2 10:13:52 2009 From: chris at de-punkt.de (Christopher Kunz (Filoo GmbH)) Date: Mon, 02 Feb 2009 16:13:52 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <20090202150710.GK31690@easter-eggs.com> References: <522789.42900.qm@web52502.mail.re2.yahoo.com> <498709E9.4060100@de-punkt.de> <20090202150710.GK31690@easter-eggs.com> Message-ID: <49870DB0.8040703@de-punkt.de> Emmanuel Lacour schrieb: > > select * from ACL where RightName='OwnTicket'; > mysql> select * from ACL where RightName='OwnTicket'; +------+---------------+-------------+-----------+------------+----------+-------------+---------------+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +------+---------------+-------------+-----------+------------+----------+-------------+---------------+ | 19 | Group | 8881 | OwnTicket | RT::Queue | 3 | 0 | 0 | | 843 | Group | 7616 | OwnTicket | RT::Queue | 4 | 0 | 0 | | 35 | Group | 8880 | OwnTicket | RT::Queue | 4 | 0 | 0 | | 853 | Group | 264326 | OwnTicket | RT::Queue | 4 | 0 | 0 | | 67 | Group | 5252 | OwnTicket | RT::Queue | 5 | 0 | 0 | | 66 | Group | 8881 | OwnTicket | RT::Queue | 5 | 0 | 0 | | 105 | Group | 8879 | OwnTicket | RT::Queue | 6 | 0 | 0 | | 106 | Group | 8882 | OwnTicket | RT::Queue | 6 | 0 | 0 | | 143 | Group | 8879 | OwnTicket | RT::Queue | 7 | 0 | 0 | | 144 | Group | 8882 | OwnTicket | RT::Queue | 7 | 0 | 0 | | 181 | Group | 8879 | OwnTicket | RT::Queue | 8 | 0 | 0 | | 182 | Group | 8882 | OwnTicket | RT::Queue | 8 | 0 | 0 | | 205 | Group | 8881 | OwnTicket | RT::Queue | 9 | 0 | 0 | | 1204 | Group | 7616 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 232 | Group | 8178 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 231 | Group | 8880 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 264 | Group | 7616 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 263 | Group | 8881 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 298 | Group | 8178 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 297 | Group | 8880 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 358 | Group | 4054 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 377 | Group | 6780 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 396 | Group | 7086 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 329 | Group | 8880 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 412 | Group | 8881 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 338 | Owner | 8930 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 421 | Group | 8880 | OwnTicket | RT::Queue | 15 | 0 | 0 | | 435 | Group | 8880 | OwnTicket | RT::Queue | 16 | 0 | 0 | | 448 | Group | 8881 | OwnTicket | RT::Queue | 17 | 0 | 0 | | 696 | Group | 101044 | OwnTicket | RT::Queue | 18 | 0 | 0 | | 734 | Group | 205245 | OwnTicket | RT::Queue | 18 | 0 | 0 | | 673 | Group | 101044 | OwnTicket | RT::Queue | 19 | 0 | 0 | | 650 | Group | 101044 | OwnTicket | RT::Queue | 20 | 0 | 0 | | 558 | Group | 97763 | OwnTicket | RT::Queue | 21 | 0 | 0 | | 803 | Group | 101044 | OwnTicket | RT::Queue | 21 | 0 | 0 | | 780 | Group | 205245 | OwnTicket | RT::Queue | 21 | 0 | 0 | | 466 | Group | 97763 | OwnTicket | RT::Queue | 22 | 0 | 0 | | 581 | Group | 97763 | OwnTicket | RT::Queue | 23 | 0 | 0 | | 627 | Group | 97763 | OwnTicket | RT::Queue | 24 | 0 | 0 | | 604 | Group | 97763 | OwnTicket | RT::Queue | 25 | 0 | 0 | | 826 | Group | 101044 | OwnTicket | RT::Queue | 25 | 0 | 0 | | 757 | Group | 205245 | OwnTicket | RT::Queue | 25 | 0 | 0 | | 863 | Group | 264326 | OwnTicket | RT::Queue | 28 | 0 | 0 | | 904 | Group | 8881 | OwnTicket | RT::Queue | 29 | 0 | 0 | | 881 | Group | 53747 | OwnTicket | RT::Queue | 29 | 0 | 0 | | 923 | Group | 268168 | OwnTicket | RT::Queue | 29 | 0 | 0 | | 1139 | Group | 3508 | OwnTicket | RT::Queue | 30 | 0 | 0 | | 1000 | Group | 4054 | OwnTicket | RT::Queue | 30 | 0 | 0 | | 954 | Group | 5054 | OwnTicket | RT::Queue | 30 | 0 | 0 | | 1116 | Group | 7086 | OwnTicket | RT::Queue | 30 | 0 | 0 | | 1069 | Group | 7462 | OwnTicket | RT::Queue | 30 | 0 | 0 | | 977 | Group | 7616 | OwnTicket | RT::Queue | 30 | 0 | 0 | | 1093 | Group | 225814 | OwnTicket | RT::Queue | 30 | 0 | 0 | | 1046 | Group | 289503 | OwnTicket | RT::Queue | 30 | 0 | 0 | | 1023 | Group | 312162 | OwnTicket | RT::Queue | 30 | 0 | 0 | | 1268 | Group | 1642 | OwnTicket | RT::Queue | 32 | 0 | 0 | | 1245 | Group | 4054 | OwnTicket | RT::Queue | 32 | 0 | 0 | | 1222 | Group | 7086 | OwnTicket | RT::Queue | 32 | 0 | 0 | | 1163 | Group | 7616 | OwnTicket | RT::Queue | 32 | 0 | 0 | | 1176 | Group | 3 | OwnTicket | RT::Queue | 33 | 0 | 0 | | 1179 | Group | 5 | OwnTicket | RT::Queue | 33 | 0 | 0 | | 1177 | Requestor | 349496 | OwnTicket | RT::Queue | 33 | 0 | 0 | | 1186 | Group | 4 | OwnTicket | RT::Queue | 34 | 0 | 0 | | 1183 | Owner | 349523 | OwnTicket | RT::Queue | 34 | 0 | 0 | | 1191 | Group | 4 | OwnTicket | RT::Queue | 35 | 0 | 0 | | 2 | Group | 11 | OwnTicket | RT::System | 1 | 0 | 0 | +------+---------------+-------------+-----------+------------+----------+-------------+---------------+ 66 rows in set (0.00 sec) Regards, --ck -- Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) From brgsousa at gmail.com Mon Feb 2 10:21:20 2009 From: brgsousa at gmail.com (=?ISO-8859-1?Q?Bruno_Guimar=E3es_Sousa?=) Date: Mon, 2 Feb 2009 12:21:20 -0300 Subject: [rt-users] RT (request racker) mail sending configuration In-Reply-To: <8fae230c0901301225k4d70f769ldf2992f5a5802fb5@mail.gmail.com> References: <8fae230c0901301225k4d70f769ldf2992f5a5802fb5@mail.gmail.com> Message-ID: I created an account in my mail server just for that. I am imagining something like this: 1) RT wants to send a message to a recipient, then it requests localhost for that 2) Localhost is configured with exim4 and for every smtp request it authenticates in the mail server with an specific account 3) The mail server sends the message. Both are running Debian. Mail server has postfix installed. -- Bruno Guimar?es Sousa www.brunosousa.co.nr COINF-CEFET-BA Ci?ncia da Computa??o UFBA Registered Linux user #465914 On Fri, Jan 30, 2009 at 5:25 PM, Rob Munsch wrote: > On Fri, Jan 30, 2009 at 9:15 AM, Bruno Guimar?es Sousa > wrote: > > Hi, > > My RT instalation is working fine and retrieving emails through > fetchmail. > > But the last thing I need to configure is the mail sending. I have exim4 > > installed and it is not working to send emails when a ticket gets a > answer > > or a comment. > > How can I configure that so that every message sended goes to another > > server? > > It sounds like you need to tell exim4 that you have another "real" > email server, called a smarthost. > How you do this may depend on what that other server is and what > flavor of *nix you're running. > > Generally, there's an Exim conf directive to tell your it "smarthost = > server.name.tld" and what happens after that will also depend on how > you need to auth to that mail server. > > -- > /chown -R us:us /yourbase > -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Feb 2 10:38:29 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Feb 2009 16:38:29 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <49870DB0.8040703@de-punkt.de> References: <522789.42900.qm@web52502.mail.re2.yahoo.com> <498709E9.4060100@de-punkt.de> <20090202150710.GK31690@easter-eggs.com> <49870DB0.8040703@de-punkt.de> Message-ID: <20090202153828.GM31690@easter-eggs.com> On Mon, Feb 02, 2009 at 04:13:52PM +0100, Christopher Kunz (Filoo GmbH) wrote: > Emmanuel Lacour schrieb: > > > > select * from ACL where RightName='OwnTicket'; > > > > > mysql> select * from ACL where RightName='OwnTicket'; > +------+---------------+-------------+-----------+------------+----------+-------------+---------------+ > | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId > | DelegatedBy | DelegatedFrom | > +------+---------------+-------------+-----------+------------+----------+-------------+---------------+ [...] > | 1179 | Group | 5 | OwnTicket | RT::Queue | 33 > | 0 | 0 | On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is usually the "Unprivileged" group! From ruslan.zakirov at gmail.com Mon Feb 2 10:44:07 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 2 Feb 2009 18:44:07 +0300 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <589c94400902020742o36020ac0xedc55b3f59020155@mail.gmail.com> References: <4986E3E2.9040003@de-punkt.de> <20090202122236.GG31690@easter-eggs.com> <4986E80F.7030202@de-punkt.de> <589c94400902020742o36020ac0xedc55b3f59020155@mail.gmail.com> Message-ID: <589c94400902020744n709f41a7u251b2103898e95a1@mail.gmail.com> Sorry :) you've already analyzed this with Emmanuel. On Mon, Feb 2, 2009 at 6:42 PM, Ruslan Zakirov wrote: > SELECT * FROM ACL WHERE RightName = 'OwnTicket'; > > paste here > > It can be a role on a queue. > > On Mon, Feb 2, 2009 at 3:33 PM, Christopher Kunz (Filoo GmbH) > wrote: >> Emmanuel Lacour schrieb: >>> you seems to gave OwnTicket right to everyone or unprivileged users, >>> check your permissions. >> >> Currently, global Group Rights are as follows: >> >> Everyone: CreateTicket >> Privileged: ShowOutgoingEmail >> Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch >> Requestor: CreateTicket, ModifyTicket, ReplyToTicket >> All other relevant groups: No rights granted. >> >> For testing, I have now removed ShowOutgoingEmail and Watch from the >> Unprivileged group and the behavior does not seem to have changed. >> >> I have checked queue-specific groups and there are no additional default >> privileges. >> >> Any other ideas? >> >> Regards, >> >> --ck >> >> -- >> Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de >> Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh >> Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz >> Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Feb 2 10:42:26 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 2 Feb 2009 18:42:26 +0300 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <4986E80F.7030202@de-punkt.de> References: <4986E3E2.9040003@de-punkt.de> <20090202122236.GG31690@easter-eggs.com> <4986E80F.7030202@de-punkt.de> Message-ID: <589c94400902020742o36020ac0xedc55b3f59020155@mail.gmail.com> SELECT * FROM ACL WHERE RightName = 'OwnTicket'; paste here It can be a role on a queue. On Mon, Feb 2, 2009 at 3:33 PM, Christopher Kunz (Filoo GmbH) wrote: > Emmanuel Lacour schrieb: >> you seems to gave OwnTicket right to everyone or unprivileged users, >> check your permissions. > > Currently, global Group Rights are as follows: > > Everyone: CreateTicket > Privileged: ShowOutgoingEmail > Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch > Requestor: CreateTicket, ModifyTicket, ReplyToTicket > All other relevant groups: No rights granted. > > For testing, I have now removed ShowOutgoingEmail and Watch from the > Unprivileged group and the behavior does not seem to have changed. > > I have checked queue-specific groups and there are no additional default > privileges. > > Any other ideas? > > Regards, > > --ck > > -- > Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de > Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh > Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz > Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 chris at de-punkt.de Mon Feb 2 11:03:26 2009 From: chris at de-punkt.de (Christopher Kunz (Filoo GmbH)) Date: Mon, 02 Feb 2009 17:03:26 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <20090202153828.GM31690@easter-eggs.com> References: <522789.42900.qm@web52502.mail.re2.yahoo.com> <498709E9.4060100@de-punkt.de> <20090202150710.GK31690@easter-eggs.com> <49870DB0.8040703@de-punkt.de> <20090202153828.GM31690@easter-eggs.com> Message-ID: <4987194E.6070100@de-punkt.de> Emmanuel Lacour schrieb: > On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is > usually the "Unprivileged" group! I removed that privilege from the respective queue (it is a test queue that was never actually used), and double-checked all other queues. However, I found a couple other queues in our installation that have Rights like CreateTicket, CommentOnTicket, ReplyTicket, ModifyTicket or others (*not* OwnTicket) set. Is this a problem, too? The issue persists (I have tested it with Elements/SelectOwner). Regards, --ck -- Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) From elacour at easter-eggs.com Mon Feb 2 11:06:52 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Feb 2009 17:06:52 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <589c94400902020744n709f41a7u251b2103898e95a1@mail.gmail.com> References: <4986E3E2.9040003@de-punkt.de> <20090202122236.GG31690@easter-eggs.com> <4986E80F.7030202@de-punkt.de> <589c94400902020742o36020ac0xedc55b3f59020155@mail.gmail.com> <589c94400902020744n709f41a7u251b2103898e95a1@mail.gmail.com> Message-ID: <20090202160651.GN31690@easter-eggs.com> On Mon, Feb 02, 2009 at 06:44:07PM +0300, Ruslan Zakirov wrote: > Sorry :) you've already analyzed this with Emmanuel. > I just added this in the FAQ (section Performances) on the wiki :) http://wiki.bestpractical.com/view/FAQ From elacour at easter-eggs.com Mon Feb 2 12:08:18 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Feb 2009 18:08:18 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <4987194E.6070100@de-punkt.de> References: <522789.42900.qm@web52502.mail.re2.yahoo.com> <498709E9.4060100@de-punkt.de> <20090202150710.GK31690@easter-eggs.com> <49870DB0.8040703@de-punkt.de> <20090202153828.GM31690@easter-eggs.com> <4987194E.6070100@de-punkt.de> Message-ID: <20090202170817.GA6772@easter-eggs.com> On Mon, Feb 02, 2009 at 05:03:26PM +0100, Christopher Kunz (Filoo GmbH) wrote: > Emmanuel Lacour schrieb: > > On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is > > usually the "Unprivileged" group! > > I removed that privilege from the respective queue (it is a test queue > that was never actually used), and double-checked all other queues. THere was also OwnTicket granted to "Everyone" on this queue, did you removed it? > However, I found a couple other queues in our installation that have > Rights like CreateTicket, CommentOnTicket, ReplyTicket, ModifyTicket or > others (*not* OwnTicket) set. Is this a problem, too? Shouldn't. > > The issue persists (I have tested it with Elements/SelectOwner). > About how many users do you get in SelectOwner? 10, 100, 1000, more? If you removed the OwnTicket right on Unprivileged and Everyone group of your test queue and still got a high number of people in SelectOwner, then it's probably because either one or more of your user groups contains those people, or because you made too many people privileged. From chris at de-punkt.de Mon Feb 2 12:11:27 2009 From: chris at de-punkt.de (Christopher Kunz (Filoo GmbH)) Date: Mon, 02 Feb 2009 18:11:27 +0100 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets In-Reply-To: <20090202170817.GA6772@easter-eggs.com> References: <522789.42900.qm@web52502.mail.re2.yahoo.com> <498709E9.4060100@de-punkt.de> <20090202150710.GK31690@easter-eggs.com> <49870DB0.8040703@de-punkt.de> <20090202153828.GM31690@easter-eggs.com> <4987194E.6070100@de-punkt.de> <20090202170817.GA6772@easter-eggs.com> Message-ID: <4987293F.7040202@de-punkt.de> Emmanuel Lacour schrieb: > On Mon, Feb 02, 2009 at 05:03:26PM +0100, Christopher Kunz (Filoo GmbH) wrote: >> Emmanuel Lacour schrieb: >>> On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is >>> usually the "Unprivileged" group! >> I removed that privilege from the respective queue (it is a test queue >> that was never actually used), and double-checked all other queues. > > THere was also OwnTicket granted to "Everyone" on this queue, did you > removed it? That did the trick. Thanks so much! Regards, --ck -- Christopher Kunz | Gesch?ftsf?hrung | chris at filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G?tersloh Gesch?ftsf?hrer: S.Grewing | J.Rehp?hler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) From ktm at rice.edu Mon Feb 2 12:29:01 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 2 Feb 2009 11:29:01 -0600 Subject: [rt-users] RT full text indexing with PostgreSQL In-Reply-To: <20090202034142.GB29522@it.is.rice.edu> References: <20090202034142.GB29522@it.is.rice.edu> Message-ID: <20090202172901.GB2995@it.is.rice.edu> On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote: > I just updated the PostgreSQLFullText pages on the wiki with > the triggers to keep the parsed document columns updated whenever > there is a change to the dependent columns. > > Here are the commands for adding the triggers to keep the textsearchable > columns corresponding to attachments.subject/content and > objectcustomfieldvalues.largecontent up to date: > > CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE > ON attachments FOR EACH ROW EXECUTE PROCEDURE > tsvector_update_trigger(textsearchable, 'pg_catalog.english', subject, content); > > CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE > ON objectcustomfieldvalues FOR EACH ROW EXECUTE PROCEDURE > tsvector_update_trigger(textsearchable, 'pg_catalog.english', largecontent); > > Please let me know if there are any problems and bon voyage. > > Ken I have added a variation of the above triggers to the wiki page to only pre-parse the first 1MB of attachments/customfields: CREATE FUNCTION attachments_trigger() RETURNS trigger AS $$ begin new.textsearchable := to_tsvector('pg_catalog.english', substring(coalesce(new.subject, '') || coalesce(new.content, '') from 1 for 1000000)); return new; end $$ LANGUAGE plpgsql; CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE ON attachments FOR EACH ROW EXECUTE PROCEDURE attachments_trigger(); CREATE FUNCTION objectcustomfieldvalues_trigger() RETURNS trigger AS $$ begin new.textsearchable := to_tsvector('pg_catalog.english', substring(coalesce(new.largecontent, '') from 1 for 1000000)); return new; end $$ LANGUAGE plpgsql; CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE ON objectcustomfieldvalues FOR EACH ROW EXECUTE PROCEDURE objectcustomfieldvalues_trigger(); Please send me any feedback or suggestions. Cheers, Ken PS. The fast full contents searches really rock! From jesse at bestpractical.com Mon Feb 2 12:54:25 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Feb 2009 12:54:25 -0500 Subject: [rt-users] queue tag moved from left of subject to right of subject? In-Reply-To: References: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> Message-ID: <20090202175425.GV595@bestpractical.com> On Sun, Feb 01, 2009 at 03:58:23PM -0500, Jerrad Pierce wrote: > > From this point forward, the tag in the e-mail will be on the right > > instead of the left. I cannot figure out exactly what causes this > > shift. Can someone clue me in? Can we prevent it? > Same thing occurs here. Never really looked into it though. This is the subject-token extraction kicking in. It's designed to let two RT's talk to each other. There's a global scrip. I'm not sure why it would kick in for your own RT's tag though. Patches gratefully appreciated. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jpierce at cambridgeenergyalliance.org Mon Feb 2 12:58:26 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 2 Feb 2009 12:58:26 -0500 Subject: [rt-users] queue tag moved from left of subject to right of subject? In-Reply-To: <20090202175425.GV595@bestpractical.com> References: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> <20090202175425.GV595@bestpractical.com> Message-ID: > On Sun, Feb 01, 2009 at 03:58:23PM -0500, Jerrad Pierce wrote: >> > From this point forward, the tag in the e-mail will be on the right >> > instead of the left. I cannot figure out exactly what causes this >> > shift. Can someone clue me in? Can we prevent it? >> Same thing occurs here. Never really looked into it though. > > This is the subject-token extraction kicking in. It's designed to let > two RT's talk to each other. There's a global scrip. > > I'm not sure why it would kick in for your own RT's tag though. Patches > gratefully appreciated. Do you have a particular location in mind? I thought I fixed everything relevant, but in my case, it might being tripped up (though only occasionally) because I customized the tag to include the queue name a la [ORG Q ID], so that it had some user friendly/usability merit. From gravyface at gmail.com Mon Feb 2 14:10:07 2009 From: gravyface at gmail.com (GravyFace) Date: Mon, 2 Feb 2009 14:10:07 -0500 Subject: [rt-users] Anyone get Exchange working? In-Reply-To: <7B7881568CF40E4388B615CD06F87B980989D1@clara.maurer-it.com> References: <19fa96670902011851y2cc6001aq338229237cdbf6ff@mail.gmail.com> <7B7881568CF40E4388B615CD06F87B980989D1@clara.maurer-it.com> Message-ID: <19fa96670902021110m27b15f84t5987ebd04bb169fb@mail.gmail.com> Forwarders! I completely overlooked that. I was trying to share address space between both boxes using the KB article on the subject and was having no luck. Working like a charm now, and don't have to mess with my default policies at all. I actually created two distributions groups: one for correspondence the other for comments and added the corresponding rt.mydomain.com contacts to each one. This way, if RT goes down for some reason I can easily add my team to the distribution group so we can at least get support request emails. Thanks alot. On Mon, Feb 2, 2009 at 3:46 AM, Martin Maurer wrote: > Hi, > > I am just working on a howto for our RT virtual appliance - with > exchange: > http://pve.proxmox.com/wiki/RT_Request_Tracker#Integrate_RT_to_Exchange_ > Server_2000.2F2003_environment > > (should be finished end of week) > > In short: > - I prefer using a new user with address at domain.com (this is the address > of the queue) > - this user forwards to a contact: interal-rt at rt.domain.com) > - configure a SMTP connector sending the address space (rt.domain.com) > to your RT server > > If you change anything on SMTP Exchange: restart the smtp service AND > the "Microsoft Exchange Routing Engine" > > Also check the mailer-setup on RT: I use postfix on RT, see our virtual > appliance for more details. > > Br, Martin > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of GravyFace >> Sent: Montag, 2. Februar 2009 03:51 >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Anyone get Exchange working? >> >> Having a heck of a time using Exchange as a relay/smarthost as >> described in the wiki article's scenario 2: >> http://wiki.bestpractical.com/view/MSExchangeRelay >> >> If anyone has this working, please give me a hand. >> >> Thank you >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > > From jpierce at cambridgeenergyalliance.org Mon Feb 2 14:36:42 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 2 Feb 2009 14:36:42 -0500 Subject: [rt-users] RLIKE Query? Message-ID: Is there any way to use RLIKE from the GUI? I see nothing on the wiki nor list archives, and Advanced Query Builder barfs :-/ In this case I'm just doing alternation so I can explode the query, but it's ugly and there are other times where that won;t be an option... -- Cambridge Energy Alliance: Save money. Save the planet. From gravyface at gmail.com Mon Feb 2 14:37:04 2009 From: gravyface at gmail.com (GravyFace) Date: Mon, 2 Feb 2009 14:37:04 -0500 Subject: [rt-users] Setting up Rights for Multiple Clients Message-ID: <19fa96670902021137i69f5f3c5v12b46c01e627df96@mail.gmail.com> I'm following along on "ItsFinallyInstalledNowWhat" and "Rights" wiki entries and while the "Rights" has described something similar to what we want to achieve, I'm not sure if it's going to provide the kind of client separation we want. We provide IT support for a few dozen small businesses. Most of our customers have a "point of contact" whom is responsible for handling requests/issues internally before contacting us. This isn't always the case though: there's a chance that a new employee or client may need assistance before someone gets around to creating a user in RT. Because of this, I've allowed Everyone to CreateTickets and ReplyToTickets in my only queue I've created so far: Support. I'd also like to implement SelfService, and allow Requestors to view their own tickets; I don't want them to be able to view any other Requestor's tickets. The SeeQueue permission is required for UI options/actions, but would that also let them see the subject line and/or Requestor of tickets in the queue that do not belong to them? Secondly, I see through the AutogeneratedPassword wiki item that there's a method of generating a password and email it to them. However, if I give them the ModifySelf permissions, would they then be able to change their password? I'm also seeing that auto-created users are done so as "Unprivileged": 1) can I change this to Privileged 2) is that bad thing, assuming I'm setting up permissions as described herein? For my company, I'm creating users for each technician and have created/assigned them to a group called SupportTeam with TakeTickets, StealTickets, DeleteTickets; I'm almost tempted to give all technicians full control over it as there's no trust issues between us and I'm not concerned about foul play. Bad idea? Finally, has anyone done any domain suffix matching for ticket viewing permissions? i.e. bob at acme.com and sally at acme.com have ShowTicket and ReplyToTicket rights for any ticket created by a Requestor's email matching *@acme.com. Thanks in advance. From daksh at olemiss.edu Mon Feb 2 15:17:40 2009 From: daksh at olemiss.edu (Daksh Chauhan) Date: Mon, 2 Feb 2009 14:17:40 -0600 Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets References: Message-ID: <3A66A6F0759F4C3F9F5796466A532036@itdox> I agree with Emmanuel that workaround does not really provide a "fix" on this issue. I have read and followed this issue (of users list too long, or QueryBuilder and Bulk update page takes too long to load) for a while. FYI: I am running RT 3.8.1 on opensuse11; perl 5.10; mysql 5.0 I did not see same issue as described in "Message 5" below. But, I did notice one of my queues had a permissions of "OwnTicket" to group 3. When I looked; group 3 is "Everyone", but the queue it was assigned to did not exist! Not sure why, perhaps it was deleted by prior admin. So, I removed that privilege from the "unknown" queue, and now my pages are much faster (i.e; I do not have a long list of users in "Own Ticket" drop down box). Thanks everyone for helping on this issue. Daksh > ------------------------------ > > Message: 2 > Date: Mon, 2 Feb 2009 16:07:11 +0100 > From: Emmanuel Lacour > Subject: Re: [rt-users] RT 3.6.4, user list too long when resolving > multiple tickets > To: rt-users at lists.bestpractical.com > Message-ID: <20090202150710.GK31690 at easter-eggs.com> > Content-Type: text/plain; charset=us-ascii > > On Mon, Feb 02, 2009 at 03:57:45PM +0100, Christopher Kunz (Filoo GmbH) > wrote: >> kem cho schrieb: >> > Check this out: >> > >> > http://www.gossamer-threads.com/lists/rt/users/81858#81858 >> > >> >> >> Nice workaround, works fine for me. Owner change is very rarely used in >> our setup, anyway. >> > > Yes, but it hides the fact that you seems to have an ACL issue in your > setup. What is the result of this sql query on your DB: > > select * from ACL where RightName='OwnTicket'; > > > ------------------------------ > > Message: 5 > Date: Mon, 2 Feb 2009 16:38:29 +0100 > From: Emmanuel Lacour > Subject: Re: [rt-users] RT 3.6.4, user list too long when resolving > multiple tickets > To: rt-users at lists.bestpractical.com > Message-ID: <20090202153828.GM31690 at easter-eggs.com> > Content-Type: text/plain; charset=us-ascii > > On Mon, Feb 02, 2009 at 04:13:52PM +0100, Christopher Kunz (Filoo GmbH) > wrote: >> Emmanuel Lacour schrieb: >> > >> > select * from ACL where RightName='OwnTicket'; >> > >> >> >> mysql> select * from ACL where RightName='OwnTicket'; >> +------+---------------+-------------+-----------+------------+----------+-------------+---------------+ >> | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId >> | DelegatedBy | DelegatedFrom | >> +------+---------------+-------------+-----------+------------+----------+-------------+---------------+ > [...] >> | 1179 | Group | 5 | OwnTicket | RT::Queue | 33 >> | 0 | 0 | > > > On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is > usually the "Unprivileged" group! > From jpierce at cambridgeenergyalliance.org Mon Feb 2 15:53:18 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 2 Feb 2009 15:53:18 -0500 Subject: [rt-users] queue tag moved from left of subject to right of subject? In-Reply-To: References: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> <20090202175425.GV595@bestpractical.com> Message-ID: In particular, I have the following local/lib/RT/Interface/Email_Local.pm: http://codepad.org/pSthWrxD -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Mon Feb 2 16:12:48 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 2 Feb 2009 16:12:48 -0500 Subject: [rt-users] RT 3.8.2 question In-Reply-To: <49650EAD.2010400@lbl.gov> References: <49650EAD.2010400@lbl.gov> Message-ID: On Wed, Jan 7, 2009 at 15:21, Kenneth Crocker wrote: > To all, > We are planning to move up to 3.8.2 soon (a month?). One of the tings > my users do not like is that there are many CF's that are sowing up in > their "Modify Ticket" screen that some use, some don't ,but needs to be > available for all. They want to be able to move the one's they do NOT > use (individually) out of the way (to the far right and to the bottom). > Is this something that is offered as a feature in 3.8.2 or do we need to > modify code? Thanks. I've never seen any such thing, and would use GreaseMonkey or another client solution rather than monkeying with the the codebase. -- Cambridge Energy Alliance: Save money. Save the planet. From jesse at bestpractical.com Mon Feb 2 16:47:35 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Feb 2009 16:47:35 -0500 Subject: [rt-users] queue tag moved from left of subject to right of subject? In-Reply-To: References: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> <20090202175425.GV595@bestpractical.com> Message-ID: <20090202214735.GE595@bestpractical.com> On Mon, Feb 02, 2009 at 03:53:18PM -0500, Jerrad Pierce wrote: > In particular, I have the following local/lib/RT/Interface/Email_Local.pm: > http://codepad.org/pSthWrxD Does RT work correctly without your custom code? > -- > Cambridge Energy Alliance: Save money. Save the planet. > -- From jpierce at cambridgeenergyalliance.org Mon Feb 2 17:03:56 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 2 Feb 2009 17:03:56 -0500 Subject: [rt-users] queue tag moved from left of subject to right of subject? In-Reply-To: <20090202215251.GF595@bestpractical.com> References: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> <20090202175425.GV595@bestpractical.com> <20090202214735.GE595@bestpractical.com> <20090202215251.GF595@bestpractical.com> Message-ID: Doh! Must amend $ExtractSubjectTagMatch in RT_SiteConfig to match the RE in my code. (Actually, why does RT::Interface::Email have a mix of config & hard-coded regexpen?) From joe.rtuser at gmail.com Mon Feb 2 17:26:14 2009 From: joe.rtuser at gmail.com (Akash) Date: Mon, 2 Feb 2009 17:26:14 -0500 Subject: [rt-users] Security risk! Passwords can be compromised! Message-ID: Hi all, When I enabled logging of stack traces, the user passwords are being written in cleartext in the log files! I enabled stack tracing by adding the the following line in RT_SiteConfig.pm: Set($LogStackTraces, 4); Can somebody please fix this serious error so that passwords are encrypted? I am using RT 3.8.1 installed from ports on a FreeBSD machine. (Actually I think I got a patch from someone in this mailing list.) If the error has been fixed in 3.8.2, please let me know. Also, if a 3.8.2 port is available, is it stable enough to update my 3.8.1 version? Thanks, Akash. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Mon Feb 2 18:14:03 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 2 Feb 2009 15:14:03 -0800 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: References: Message-ID: On Feb 2, 2009, at 2:26 PM, Akash wrote: > Also, if a 3.8.2 port is available, is it stable enough to update my > 3.8.1 > version? The 3.8.2 port update is here: http://www.freebsd.org/cgi/query-pr.cgi?pr=131167 And we've been running it for a week with no problems. The change from 3.8.1 to 3.8.2 was only the version number in the port configuration ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Mon Feb 2 18:16:38 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Feb 2009 18:16:38 -0500 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: References: Message-ID: <20090202231638.GA5043@17h.local> Akash, Just as a general point of etiquette, it's customary to notify vendors of security related issues privately before publicly announcing them. Posting the details of security-related issues to a public mailinglist without giving the folks who make a package to address a potential vulnerability is irresponsible and potentially dangerous. Thankfully, at first glance, it looks like the issue you've run into isn't particularly dangerous. RT ships with stack trace logging disabled and _generally_ the folks who have access to application logs are also the folks who manage the application. I do believe that the issue you've noticed merits a note in the config file that it's possible for sensitive data to get logged if that function is enabled. I intend to make that change for RT 3.8.3, but don't currently believe that this issue requires an accelerated release schedule. Best, Jesse Vincent Best Practical On Mon 2.Feb'09 at 17:26:14 -0500, Akash wrote: > Hi all, > > When I enabled logging of stack traces, the user passwords are being > written in cleartext in the log files! > I enabled stack tracing by adding the the following line in > RT_SiteConfig.pm: > > Set($LogStackTraces, 4); > > Can somebody please fix this serious error so that passwords are > encrypted? I am using RT 3.8.1 installed > from ports on a FreeBSD machine. (Actually I think I got a patch from > someone in this mailing list.) If > the error has been fixed in 3.8.2, please let me know. > > Also, if a 3.8.2 port is available, is it stable enough to update my 3.8.1 > version? > > Thanks, > Akash. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From jrhett at netconsonance.com Mon Feb 2 18:20:07 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 2 Feb 2009 15:20:07 -0800 Subject: [rt-users] queue tag moved from left of subject to right of subject? In-Reply-To: <20090202175425.GV595@bestpractical.com> References: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> <20090202175425.GV595@bestpractical.com> Message-ID: <986B70B5-D366-492E-B250-207CC15C0AD5@netconsonance.com> On Feb 2, 2009, at 9:54 AM, Jesse Vincent wrote: > This is the subject-token extraction kicking in. It's designed to let > two RT's talk to each other. There's a global scrip. > > I'm not sure why it would kick in for your own RT's tag though. > Patches > gratefully appreciated. Okay, so it seems that my problem was that I gave every queue its own separate subject line tag, but didn't add each one of these to $EmailSubjectTagRegex. I assume I need something like this? Set( $EmailSubjectTagRegex, qr/\Q($rtname|Abuse|IPadmin|Security)\E/ i ); Likewise, I assume that if I got off my butt and created a patch which set this list based on all of the configured subject tags you'd be okay with that? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Mon Feb 2 18:24:15 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Feb 2009 18:24:15 -0500 Subject: [rt-users] queue tag moved from left of subject to right of subject? In-Reply-To: <986B70B5-D366-492E-B250-207CC15C0AD5@netconsonance.com> References: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> <20090202175425.GV595@bestpractical.com> <986B70B5-D366-492E-B250-207CC15C0AD5@netconsonance.com> Message-ID: <20090202232415.GI595@bestpractical.com> > Likewise, I assume that if I got off my butt and created a patch which > set this list based on all of the configured subject tags you'd be > okay with that? Certainly. It probably makes sense to extract the code from lib/RT/Interface/Email.pm's ParseTicketId so it can be used by both. -jesse > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > -- From rt at northpb.com Mon Feb 2 19:05:57 2009 From: rt at northpb.com (Dan O'Neill) Date: Mon, 02 Feb 2009 16:05:57 -0800 Subject: [rt-users] Scrip send email on create Message-ID: <49878A65.4070002@northpb.com> Enclosed is a script that adds one or more AdminCC's to a ticket during Create. This does not cause the AdminCC's to receive an email. How do I modify this Scrip or otherwise configure the Queue such that AdminCC's will receive a copy of the text in the opening transaction? Here is the scrip information. I've reviewed the contributions page and read what I can before asking this question. Thanks for the help. Condition: On Create Action: User Defined Template: Global template: Blank Stage: Transaction Create Custom condition: Custom action preparation code: return 1; Custom action cleanup code: my $owner_id = $self->TicketObj->Owner; my $requestor_email = $self->TicketObj->RequestorAddresses; my $admincclist = $self->TicketObj->AdminCc; my @actors = ('fred at company.com', 'wilma at company.com'); my $user = RT::User->new($RT::SystemUser); if ( $self->TicketObj->Subject =~ m/Customer A/i ) { foreach my $actor (@actors) { $user->LoadByEmail($actor); my $user_id = $user->Id; my $user_email = $user->EmailAddress; if ( $user_email ne $requestor_email ) { my($status, $msg) = $admincclist->AddMember($user->Id); unless( $status ) { $RT::Logger->warning( "can't add ticket owner as Cc : msg" ); return undef; } } } } else { return 0; } From jpierce at cambridgeenergyalliance.org Mon Feb 2 19:17:42 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 2 Feb 2009 19:17:42 -0500 Subject: [rt-users] queue tag moved from left of subject to right of subject? In-Reply-To: References: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com> <20090202175425.GV595@bestpractical.com> <20090202214735.GE595@bestpractical.com> <20090202215251.GF595@bestpractical.com> Message-ID: For anyone interested in using that queue name in tag hack, this is the other half to keep RT from munging subjects: Set($ExtractSubjectTagMatch, qr/\[.+?\s+(?:\w+\s+)?\#\d+\]/); Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex} ? qr/\[(?:${RT::EmailSubjectTagRegex})\s+(?:\w+\s+)?#\d+\]/ : qr/\[\Q$RT::rtname\E\s+(?:\w+\s+)?#\d+\]/)); From schenkin at gmail.com Tue Feb 3 00:00:36 2009 From: schenkin at gmail.com (Sam Chenkin) Date: Tue, 3 Feb 2009 00:00:36 -0500 Subject: [rt-users] Get Value of Custom Field in Custom Action Message-ID: <2f7527a00902022100t45f591c0jabef365f3f0d9a19@mail.gmail.com> Hello all, I am trying to write a custom action that pulls a custom value from a user and changes the new ticket's priority based on that value. Below is the code I've written so far. It does successfully pull values (The ->Count method returns the correct number of values), but I can't GET the values out. ->Next just returns an empty variable. Any ideas? Thanks, ~Sam my $currentTicket = $self->TicketObj; my $currentUser = new RT::CurrentUser; $currentUser->LoadByEmail( $currentTicket->RequestorAddresses() ); $RT::Logger->debug("I found the user: " . $currentUser->Name); my $CF_Obj = RT::CustomField->new($RT::SystemUser); $CF_Obj->Load( '3' ); $RT::Logger->debug("Name of found CF Object is: " . $CF_Obj->Name() . " Created on " . $CF_Obj->Created); my $startPriority = ($CF_Obj->ValuesForObject( $currentUser )); $RT::Logger->debug( "There are " . $startPriority->Count . " objects"); From alf at stockton.co.za Tue Feb 3 03:43:43 2009 From: alf at stockton.co.za (Alf Stockton) Date: Tue, 03 Feb 2009 10:43:43 +0200 Subject: [rt-users] User forgot Message-ID: <498803BF.6040606@stockton.co.za> My user has mislaid/forgotten their ID's and passwords.....:-( Is there any way I can retrieve them? For that matter is there a default administrator user name and password? The version involved is 3.6 -- Regards, Alf Stockton www.stockton.co.za Q: What do they call the alphabet in Arkansas? A: The impossible dream. From alf at stockton.co.za Tue Feb 3 03:46:07 2009 From: alf at stockton.co.za (Alf Stockton) Date: Tue, 03 Feb 2009 10:46:07 +0200 Subject: [rt-users] Running two versions side by side Message-ID: <4988044F.50809@stockton.co.za> I have 3.6 installed on my users server and now would like to implement 3.8.2 running side by side with that, rather than an upgrade. Is this possible? -- Regards, Alf Stockton www.stockton.co.za Q: What do they call the alphabet in Arkansas? A: The impossible dream. From aaron at guise.net.nz Tue Feb 3 05:01:12 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Tue, 3 Feb 2009 23:01:12 +1300 Subject: [rt-users] User forgot In-Reply-To: <498803BF.6040606@stockton.co.za> References: <498803BF.6040606@stockton.co.za> Message-ID: The default account is actually root. password is password unless whoever set it up has changed it, On Tue, Feb 3, 2009 at 9:43 PM, Alf Stockton wrote: > My user has mislaid/forgotten their ID's and passwords.....:-( > Is there any way I can retrieve them? > For that matter is there a default administrator user name and password? > The version involved is 3.6 > > -- > Regards, > Alf Stockton www.stockton.co.za > > Q: What do they call the alphabet in Arkansas? > A: The impossible dream. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Milos.Barina at seznam.cz Tue Feb 3 05:23:03 2009 From: Milos.Barina at seznam.cz (=?us-ascii?Q?Milos=2EBarina?=) Date: Tue, 03 Feb 2009 11:23:03 +0100 (CET) Subject: [rt-users] 4 questions - Shredder, Link Rights and Attachments Message-ID: <749.1665-22096-759568605-1233656583@seznam.cz> Hi, I am a newbie RT admin and have a few questions related to RT problems I was not able to tackle myself. I am using RT 3.6.3. My four questions follow: SHREDDER 1/ Shredder Only Upgrade? Could I use the new shredder from RT 3.8.2 version while still keeping the rest of RT at level 3.6.3? Could this cause any problems? How should I proceed with such upgrade? 2/ How to shred a queue whose name starts with a space? The Shredder doesn't accept such queue names. I tried all kinds of escape sequences but to no avail. LINK RIGHTS 3/ Which right does a user need for linking by 'refers to'? My users see Permission denied when trying to link (by refers to) to a ticket in a queue where they don't have sufficient rights. I'd like to assign such "linking right" on a global level, perhaps to the Everyone group, however, I don't know which specific right to set to achieve this. Is it possible to do that or is there at least some workaround? What rights should I assign to get rid of the permission denied error message? So far I have a benevolent rights setting where almost all rights are assigned to the default group Everyone, see below: Everyone: AssignCustomFields CreateSavedSearch CreateTicket EditSavedSearches LoadSavedSearch ModifyCustomField ReplyToTicket SeeCustomField SeeQueue ShowSavedSearches ShowTicket ShowTicketComments Watch Unprivileged: No rights granted. Privileged: ModifySelf -------------------------- ATTACHMENTS 4/ Error when inserting two Attachments (.zip and .png). Occasionally we see errors when inserting attachments. One specific case is described below: When inserting two attachment (zip and png) only the png file came through sucessfully while the zip file threw the following error. --------start of error listing -------------------------------- error: MIME::Body::File->open /tmp/Z0t1q5h87B: No such file or directory at /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435. context: ... 431: if( $mode ne 'r' && $mode ne 'w' ) { 432: die "bad mode: '$mode'"; 433: } 434: 435: my $IO = IO::File->new($path, $mode) || die "MIME::Body::File- >open $path: $!"; 436: 437: $IO->binmode() if $self->binmode; 438: 439: return $IO; ... code stack: /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:435 /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:335 /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:217 /srv/rt3/lib/RT/Attachment_Overlay.pm:202 /srv/rt3/lib/RT/Attachment_Overlay.pm:187 /srv/rt3/lib/RT/Attachment_Overlay.pm:187 /srv/rt3/lib/RT/Transaction_Overlay.pm:485 /srv/rt3/lib/RT/Transaction_Overlay.pm:156 /srv/rt3/lib/RT/Record.pm:1444 /srv/rt3/lib/RT/Ticket_Overlay.pm:2441 /srv/rt3/lib/RT/Ticket_Overlay.pm:2355 /srv/rt3/lib/RT/Interface/Web.pm:570 /srv/rt3/share/html/Ticket/Display.html:142 /srv/rt3/share/html/Ticket/Update.html:216 /srv/rt3/share/html/autohandler:292 raw error ------raw-error------------------------------------------- MIME::Body::File->open /tmp/Z0t1q5h87B: No such file or directory at / usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435. Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('MIME::Body::File->open /tmp/ Z0t1q5h87B: No such file or directory at /usr/lib/perl5/site_perl/5.8.8/ MIME/Body.pm line 435.^J') called at /usr/lib/perl5/site_perl/5.8.8/ MIME/Body.pm line 435 MIME::Body::File::open('MIME::Body::File=HASH(0xc710308)', 'r') called at /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 335 MIME::Body::print('MIME::Body::File=HASH(0xc710308)', 'IO::File=GLOB (0xc8b8408)') called at /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 217 MIME::Body::as_string('MIME::Body::File=HASH(0xc710308)') called at / srv/rt3/lib/RT/Attachment_Overlay.pm line 202 RT::Attachment::Create('RT::Attachment=HASH(0xc8c08f0)', 'TransactionId', 3243773, 'Parent', 1783283, 'Attachment', 'MIME::Entity=HASH(0xc719a1c)') called at /srv/rt3/lib/RT/ Attachment_Overlay.pm line 187 RT::Attachment::Create('RT::Attachment=HASH(0xc8b7904)', 'TransactionId', 3243773, 'Parent', 1783278, 'Attachment', 'MIME::Entity=HASH(0xc49bb3c)') called at /srv/rt3/lib/RT/ Attachment_Overlay.pm line 187 RT::Attachment::Create('RT::Attachment=HASH(0xc7090fc)', 'TransactionId', 3243773, 'Attachment', 'MIME::Entity=HASH(0xc4a21f4)') called at /srv/rt3/lib/RT/Transaction_Overlay.pm line 485 RT::Transaction::_Attach('RT::Transaction=HASH(0xc4a5748)', 'MIME::Entity=HASH(0xc4a21f4)') called at /srv/rt3/lib/RT/ Transaction_Overlay.pm line 156 RT::Transaction::Create('RT::Transaction=HASH(0xc4a5748)', 'ObjectId', 190259, 'ObjectType', 'RT::Ticket', 'TimeTaken', '', 'Type', 'Correspond', 'Data', 'No Subject', 'Field', undef, 'NewValue', undef, 'OldValue', undef, 'NewReference', undef, 'OldReference', undef, 'ReferenceType', undef, 'MIMEObj', 'MIME::Entity=HASH(0xc4a21f4)', 'ActivateScrips', 1, 'CommitScrips', 1) called at /srv/rt3/lib/RT/ Record.pm line 1444 RT::Record::_NewTransaction('RT::Ticket=HASH(0xc3df734)', 'Type', 'Correspond', 'Data', 'No Subject', 'TimeTaken', '', 'MIMEObj', 'MIME::Entity=HASH(0xc4a21f4)', 'CommitScrips', 1) called at /srv/rt3/ lib/RT/Ticket_Overlay.pm line 2441 RT::Ticket::_RecordNote('RT::Ticket=HASH(0xc3df734)', 'BccMessageTo', '', 'CcMessageTo', '', 'MIMEObj', 'MIME::Entity=HASH(0xc4a21f4)', 'NoteType', 'Correspond', 'Content', undef, 'TimeTaken', '') called at / srv/rt3/lib/RT/Ticket_Overlay.pm line 2355 RT::Ticket::Correspond('RT::Ticket=HASH(0xc3df734)', 'CcMessageTo', '', 'BccMessageTo', '', 'MIMEObj', 'MIME::Entity=HASH(0xc4a21f4)', 'TimeTaken', '') called at /srv/rt3/lib/RT/Interface/Web.pm line 570 HTML::Mason::Commands::ProcessUpdateMessage('ARGSRef', 'HASH (0xc1f23f0)', 'Actions', 'ARRAY(0x8fef0c0)', 'TicketObj', 'RT::Ticket=HASH(0xc3df734)') called at /srv/rt3/share/html/Ticket/ Display.html line 142 HTML::Mason::Commands::__ANON__('TicketObj', 'RT::Ticket=HASH (0xc3df734)', 'UpdateCc', '', 'UpdateTimeWorked', '', 'SubmitTicket', 'Aktualizovat po?adavek', 'Status', '', 'UpdateSubject', 'Grafika pro KS (flash) - ?MSS', 'QuoteTransaction', 3233394, 'UpdateBcc', '', 'UpdateType', 'response', 'Owner', '', 'Action', 'Respond', 'Attach', 'Fh=GLOB(0xc49dcc8)', 'UpdateContent', 'Ahoj, posilam flash animaci menu +statickou lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel', 'UpdateTimeWorked-TimeUnits', 'minutes', 'UpdateAttach', 1, 'id', 190259, 'DefaultStatus', 'open') called at / usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0xc1b9b88)', 'TicketObj', 'RT::Ticket=HASH(0xc3df734)', 'UpdateCc', '', 'UpdateTimeWorked', '', 'SubmitTicket', 'Aktualizovat po?adavek', 'Status', '', 'UpdateSubject', 'Grafika pro KS (flash) - ?MSS', 'QuoteTransaction', 3233394, 'UpdateBcc', '', 'UpdateType', 'response', 'Owner', '', 'Action', 'Respond', 'Attach', 'Fh=GLOB(0xc49dcc8)', 'UpdateContent', 'Ahoj, posilam flash animaci menu+statickou lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel', 'UpdateTimeWorked-TimeUnits', 'minutes', 'UpdateAttach', 1, 'id', 190259, 'DefaultStatus', 'open') called at /usr/lib/perl5/ site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, 'TicketObj', 'RT::Ticket=HASH (0xc3df734)', 'UpdateCc', '', 'UpdateTimeWorked', '', 'SubmitTicket', 'Aktualizovat po?adavek', 'Status', '', 'UpdateSubject', 'Grafika pro KS (flash) - ?MSS', 'QuoteTransaction', 3233394, 'UpdateBcc', '', 'UpdateType', 'response', 'Owner', '', 'Action', 'Respond', 'Attach', 'Fh=GLOB(0xc49dcc8)', 'UpdateContent', 'Ahoj, posilam flash animaci menu +statickou lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel', 'UpdateTimeWorked-TimeUnits', 'minutes', 'UpdateAttach', 1, 'id', 190259, 'DefaultStatus', 'open') called at / srv/rt3/share/html/Ticket/Update.html line 216 HTML::Mason::Commands::__ANON__('UpdateCc', '', 'UpdateTimeWorked', '', 'SubmitTicket', 'Aktualizovat po?adavek', 'Status', '', 'UpdateSubject', 'Grafika pro KS (flash) - ?MSS', 'QuoteTransaction', 3233394, 'UpdateBcc', '', 'Owner', '', 'UpdateType', 'response', 'UpdateContent', 'Ahoj, posilam flash animaci menu+statickou lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel', 'Attach', 'Fh=GLOB (0xc49dcc8)', 'Action', 'Respond', 'UpdateAttach', 1, 'UpdateTimeWorked- TimeUnits', 'minutes', 'id', 190259, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0xc1db8bc)', 'UpdateCc', '', 'UpdateTimeWorked', '', 'SubmitTicket', 'Aktualizovat po?adavek', 'Status', '', 'UpdateSubject', 'Grafika pro KS (flash) - ?MSS', 'QuoteTransaction', 3233394, 'UpdateBcc', '', 'Owner', '', 'UpdateType', 'response', 'UpdateContent', 'Ahoj, posilam flash animaci menu+statickou lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel', 'Attach', 'Fh=GLOB(0xc49dcc8)', 'Action', 'Respond', 'UpdateAttach', 1, 'UpdateTimeWorked-TimeUnits', 'minutes', 'id', 190259, 'DefaultStatus', 'open') called at /usr/lib/perl5/ site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'UpdateCc', '', 'UpdateTimeWorked', '', 'SubmitTicket', 'Aktualizovat po?adavek', 'Status', '', 'UpdateSubject', 'Grafika pro KS (flash) - ?MSS', 'QuoteTransaction', 3233394, 'UpdateBcc', '', 'Owner', '', 'UpdateType', 'response', 'UpdateContent', 'Ahoj, posilam flash animaci menu+statickou lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel', 'Attach', 'Fh=GLOB(0xc49dcc8)', 'Action', 'Respond', 'UpdateAttach', 1, 'UpdateTimeWorked-TimeUnits', 'minutes', 'id', 190259, 'DefaultStatus', 'open') called at /srv/rt3/share/html/autohandler line 292 HTML::Mason::Commands::__ANON__('UpdateCc', '', 'UpdateTimeWorked', '', 'SubmitTicket', 'Aktualizovat poM-EM->adavek', 'Status', '', 'UpdateSubject', 'Grafika pro KS (flash) - M-DM-^LMSS', 'QuoteTransaction', 3233394, 'UpdateBcc', '', 'Owner', '', 'UpdateType', 'response', 'UpdateContent', 'Ahoj, posilam flash animaci menu+statickou lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel', 'Attach', 'Fh=GLOB(0xc49dcc8)', 'Action', 'Respond', 'UpdateAttach', 1, 'UpdateTimeWorked-TimeUnits', 'minutes', 'id', 190259, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0xb5c8cd0)', 'UpdateCc', '', 'UpdateTimeWorked', '', 'SubmitTicket', 'Aktualizovat poM-EM->adavek', 'Status', '', 'UpdateSubject', 'Grafika pro KS (flash) - M-DM-^LMSS', 'QuoteTransaction', 3233394, 'UpdateBcc', '', 'Owner', '', 'UpdateType', 'response', 'UpdateContent', 'Ahoj, posilam flash animaci menu+statickou lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel', 'Attach', 'Fh=GLOB(0xc49dcc8)', 'Action', 'Respond', 'UpdateAttach', 1, 'UpdateTimeWorked-TimeUnits', 'minutes', 'id', 190259, 'DefaultStatus', 'open') called at /usr/lib/ perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'UpdateCc', '', 'UpdateTimeWorked', '', 'SubmitTicket', 'Aktualizovat poM-EM->adavek', 'Status', '', 'UpdateSubject', 'Grafika pro KS (flash) - M-DM-^LMSS', 'QuoteTransaction', 3233394, 'UpdateBcc', '', 'Owner', '', 'UpdateType', 'response', 'UpdateContent', 'Ahoj, posilam flash animaci menu+statickou lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel', 'Attach', 'Fh=GLOB(0xc49dcc8)', 'Action', 'Respond', 'UpdateAttach', 1, 'UpdateTimeWorked-TimeUnits', 'minutes', 'id', 190259, 'DefaultStatus', 'open') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH (0xc8c37dc)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec ('HTML::Mason::Request::ApacheHandler=HASH(0xc8c37dc)') called at /usr/ lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request ('HTML::Mason::ApacheHandler=HASH(0x8dd28f0)', 'Apache2::RequestRec=SCALAR(0xc712350)') called at /srv/rt3/bin/ webmux.pl line 123 eval {...} at /srv/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc712350)') called at -e line 0 eval {...} at -e line 0 -----------end of error listing------------------------------ I will be grateful for any help. Milos From aheinlein at gmx.com Tue Feb 3 05:44:50 2009 From: aheinlein at gmx.com (Andreas Heinlein) Date: Tue, 03 Feb 2009 11:44:50 +0100 Subject: [rt-users] Duplicate Mail Message-ID: <49882022.7010805@gmx.com> Hello, is there any way to prevent RT from sending mail twice to the same recipient? In our current setup, we often get the same mail for the same transaction twice. It is perfectly valid in our setup for a ticket to have abc at foo.bar as the requestor of a ticket and be its owner as well. This may even be the case when abc at foo.bar is a watcher of the queue the ticket is in. I currently have set up scrips like this - On Correspond notify Requestors, Cc and AdminCc with template Correspondence - On Correspond notify Owner with template Correspondence - On Correspond notify Other Recipients with template Correspondence The same for comments, except it should not notify the Requestor. That is the way we need it. Any way to get rid of the duplicates? We are using RT 3.6 on Debian etch, and I'd like to stick with 3.6 at least until lenny is final. Bye, Andreas From dave at sherohman.org Tue Feb 3 05:53:16 2009 From: dave at sherohman.org (Dave Sherohman) Date: Tue, 3 Feb 2009 04:53:16 -0600 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <20090202231638.GA5043@17h.local> References: <20090202231638.GA5043@17h.local> Message-ID: <20090203105316.GW1432@sherohman.org> On Mon, Feb 02, 2009 at 06:16:38PM -0500, Jesse Vincent wrote: > Thankfully, at first glance, it looks like the issue you've run into > isn't particularly dangerous. RT ships with stack trace logging > disabled and _generally_ the folks who have access to application logs > are also the folks who manage the application. I can't say that I find the latter point particularly relevant, as many users are in the habit of re-using passwords across multiple sites. If I, as an RT admin, have access to my RT users' passwords, then that may not present any risk to the security of my RT installation (as admin, I have full access anyhow), but it does potentially place those users' email accounts, bank accounts, etc. at risk if they use the same passwords on those sites as they do on my RT install. This isn't a serious issue for me personally (I use unique passwords for each site where I care about security and I don't currently use any RTs other than my own), but it is definitely significant in the larger scheme of things due to the risk it presents to users who choose to maintain a smaller collection of passwords. -- Dave Sherohman NomadNet, Inc. http://nomadnetinc.com/ From aheinlein at gmx.com Tue Feb 3 07:55:41 2009 From: aheinlein at gmx.com (Andreas Heinlein) Date: Tue, 03 Feb 2009 13:55:41 +0100 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <20090203105316.GW1432@sherohman.org> References: <20090202231638.GA5043@17h.local> <20090203105316.GW1432@sherohman.org> Message-ID: <49883ECD.1010305@gmx.com> Dave Sherohman schrieb: > > I can't say that I find the latter point particularly relevant, as many > users are in the habit of re-using passwords across multiple sites. > > If I, as an RT admin, have access to my RT users' passwords, then that > may not present any risk to the security of my RT installation (as > admin, I have full access anyhow), but it does potentially place those > users' email accounts, bank accounts, etc. at risk if they use the same > passwords on those sites as they do on my RT install. > If such people want to find out users passwords in order to try them out elsewhere, they could just remove the cloaking of passwords from the RT source, or sniff the http packets (or set up a man-in-the-middle-attack if RT is using HTTPS), or design their own login page that writes down the passwords before passing them to RT, or... In many organizations, it is policy that admins do not know and cannot recover their users passwords, including ours. That's OK for secure applications and authentication frameworks like Windows domain logons or Kerberos. But there's no way to secure a plain http login against your own admins. You will have to use some other form of authentication for RT if you want this. Bye, Andreas From torsten.brumm at googlemail.com Tue Feb 3 08:50:58 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 3 Feb 2009 14:50:58 +0100 Subject: [rt-users] Running two versions side by side In-Reply-To: <4988044F.50809@stockton.co.za> References: <4988044F.50809@stockton.co.za> Message-ID: Sure. http://wiki.bestpractical.com/view/MultipleInstances tob 2009/2/3 Alf Stockton > I have 3.6 installed on my users server and now would like to implement > 3.8.2 > running side by side with that, rather than an upgrade. > > Is this possible? > > -- > Regards, > Alf Stockton www.stockton.co.za > > Q: What do they call the alphabet in Arkansas? > A: The impossible dream. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From joe.rtuser at gmail.com Tue Feb 3 08:58:05 2009 From: joe.rtuser at gmail.com (Akash) Date: Tue, 3 Feb 2009 08:58:05 -0500 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <49883ECD.1010305@gmx.com> References: <20090202231638.GA5043@17h.local> <20090203105316.GW1432@sherohman.org> <49883ECD.1010305@gmx.com> Message-ID: Well, the point is that it is wrong for anyone (even the admin) to know the passwords of any user "in the clear" just by looking at the log files. (How someone can obtain the passwords is a different matter.) On Tue, Feb 3, 2009 at 7:55 AM, Andreas Heinlein wrote: > Dave Sherohman schrieb: > > > > I can't say that I find the latter point particularly relevant, as many > > users are in the habit of re-using passwords across multiple sites. > > > > If I, as an RT admin, have access to my RT users' passwords, then that > > may not present any risk to the security of my RT installation (as > > admin, I have full access anyhow), but it does potentially place those > > users' email accounts, bank accounts, etc. at risk if they use the same > > passwords on those sites as they do on my RT install. > > > If such people want to find out users passwords in order to try them out > elsewhere, they could just remove the cloaking of passwords from the RT > source, or sniff the http packets (or set up a man-in-the-middle-attack > if RT is using HTTPS), or design their own login page that writes down > the passwords before passing them to RT, or... > > In many organizations, it is policy that admins do not know and cannot > recover their users passwords, including ours. That's OK for secure > applications and authentication frameworks like Windows domain logons or > Kerberos. But there's no way to secure a plain http login against your > own admins. You will have to use some other form of authentication for > RT if you want this. > > Bye, > Andreas > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dave at sherohman.org Tue Feb 3 09:45:07 2009 From: dave at sherohman.org (Dave Sherohman) Date: Tue, 3 Feb 2009 08:45:07 -0600 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <49883ECD.1010305@gmx.com> References: <20090202231638.GA5043@17h.local> <20090203105316.GW1432@sherohman.org> <49883ECD.1010305@gmx.com> Message-ID: <20090203144507.GX1432@sherohman.org> On Tue, Feb 03, 2009 at 01:55:41PM +0100, Andreas Heinlein wrote: > Dave Sherohman schrieb: > > > > I can't say that I find the latter point particularly relevant, as many > > users are in the habit of re-using passwords across multiple sites. > > > > If I, as an RT admin, have access to my RT users' passwords, then that > > may not present any risk to the security of my RT installation (as > > admin, I have full access anyhow), but it does potentially place those > > users' email accounts, bank accounts, etc. at risk if they use the same > > passwords on those sites as they do on my RT install. > > > If such people want to find out users passwords in order to try them out > elsewhere, they could just remove the cloaking of passwords from the RT > source, or sniff the http packets (or set up a man-in-the-middle-attack > if RT is using HTTPS), or design their own login page that writes down > the passwords before passing them to RT, or... Fair point, but I still see a significant difference between "turn on this switch and we'll hand you the passwords in a log file" and the various methods you mention, any of which would require some degree of skill and/or effort to implement. Doubly so when the switch in question has other, legitimate, uses which can result in the admin accidentally making a plaintext record of the passwords without even realizing it. -- Dave Sherohman NomadNet, Inc. http://nomadnetinc.com/ From G.E.Fowler at lboro.ac.uk Tue Feb 3 09:23:26 2009 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Tue, 03 Feb 2009 14:23:26 +0000 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: References: <20090202231638.GA5043@17h.local> <20090203105316.GW1432@sherohman.org> <49883ECD.1010305@gmx.com> Message-ID: <4988535E.5010101@lboro.ac.uk> Akash wrote: > Well, the point is that it is wrong for anyone (even the admin) to know the > passwords of any user "in the clear" just by looking at the log files. > (How someone can obtain the passwords is a different matter.) I disagree. On rare occasions, characters *within* a password can cause problems - especially in systems where there are proxies or other handlers such as FastCGI or mod_perl2 which can exert their own translations to the data they handle. It's always useful, in that event, to be able to switch the debug level up and see what data the application is processing. I've seen several system problems in the past caused by poor, limited or non-existent escaping of characters in passwords which get translated into something else by the processing system. Think UTF-8 to other charset conversions, for example. It shouldn't be the normal mode of operation, but a high level of debug info is always a useful tool to have. Graeme -- Graeme Fowler Team Manager, Internet Services and Software Solutions, IT Services Loughborough University, UK T: +44 1509 226014 E: G.E.Fowler at lboro.ac.uk From rfh at vialtus.com Tue Feb 3 10:04:59 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Tue, 03 Feb 2009 15:04:59 +0000 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <20090203144507.GX1432@sherohman.org> References: <20090202231638.GA5043@17h.local> <20090203105316.GW1432@sherohman.org> <49883ECD.1010305@gmx.com> <20090203144507.GX1432@sherohman.org> Message-ID: <49885D1B.1070702@vialtus.com> I would agree with Jesse input that the first email should have gone to best practical and not a mailing list, I would also agree with Jesse and a couple others that this is "not" a security risk .. The fact that a sys admin can see a users password and then use it on bank accounts or anything else is a very scary thought, this sys admin may have access to far more sensitive systems such as finance or billing where he/she would be able to access far more information easier and quicker ... I personally think its a bug that should be looked at, but its not a security risk. Regards; Roy Dave Sherohman wrote: > On Tue, Feb 03, 2009 at 01:55:41PM +0100, Andreas Heinlein wrote: > >> Dave Sherohman schrieb: >> >>> I can't say that I find the latter point particularly relevant, as many >>> users are in the habit of re-using passwords across multiple sites. >>> >>> If I, as an RT admin, have access to my RT users' passwords, then that >>> may not present any risk to the security of my RT installation (as >>> admin, I have full access anyhow), but it does potentially place those >>> users' email accounts, bank accounts, etc. at risk if they use the same >>> passwords on those sites as they do on my RT install. >>> >>> >> If such people want to find out users passwords in order to try them out >> elsewhere, they could just remove the cloaking of passwords from the RT >> source, or sniff the http packets (or set up a man-in-the-middle-attack >> if RT is using HTTPS), or design their own login page that writes down >> the passwords before passing them to RT, or... >> > > Fair point, but I still see a significant difference between "turn on > this switch and we'll hand you the passwords in a log file" and the > various methods you mention, any of which would require some degree of > skill and/or effort to implement. Doubly so when the switch in question > has other, legitimate, uses which can result in the admin accidentally > making a plaintext record of the passwords without even realizing it. > > -- > Dave Sherohman > NomadNet, Inc. > http://nomadnetinc.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 aheinlein at gmx.com Tue Feb 3 10:25:04 2009 From: aheinlein at gmx.com (Andreas Heinlein) Date: Tue, 03 Feb 2009 16:25:04 +0100 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <20090203144507.GX1432@sherohman.org> References: <20090202231638.GA5043@17h.local> <20090203105316.GW1432@sherohman.org> <49883ECD.1010305@gmx.com> <20090203144507.GX1432@sherohman.org> Message-ID: <498861D0.6080109@gmx.com> Dave Sherohman schrieb: > On Tue, Feb 03, 2009 at 01:55:41PM +0100, Andreas Heinlein wrote: > >> Dave Sherohman schrieb: >> >>> I can't say that I find the latter point particularly relevant, as many >>> users are in the habit of re-using passwords across multiple sites. >>> >>> If I, as an RT admin, have access to my RT users' passwords, then that >>> may not present any risk to the security of my RT installation (as >>> admin, I have full access anyhow), but it does potentially place those >>> users' email accounts, bank accounts, etc. at risk if they use the same >>> passwords on those sites as they do on my RT install. >>> >>> >> If such people want to find out users passwords in order to try them out >> elsewhere, they could just remove the cloaking of passwords from the RT >> source, or sniff the http packets (or set up a man-in-the-middle-attack >> if RT is using HTTPS), or design their own login page that writes down >> the passwords before passing them to RT, or... >> > > Fair point, but I still see a significant difference between "turn on > this switch and we'll hand you the passwords in a log file" and the > various methods you mention, any of which would require some degree of > skill and/or effort to implement. aptitude install dsniff dsniff -i eth0 > passwords.txt That's it, basically ;-) (when run on the RT server) Bye, Andreas From dave at sherohman.org Tue Feb 3 10:43:53 2009 From: dave at sherohman.org (Dave Sherohman) Date: Tue, 3 Feb 2009 09:43:53 -0600 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <498861D0.6080109@gmx.com> References: <20090202231638.GA5043@17h.local> <20090203105316.GW1432@sherohman.org> <49883ECD.1010305@gmx.com> <20090203144507.GX1432@sherohman.org> <498861D0.6080109@gmx.com> Message-ID: <20090203154353.GB1432@sherohman.org> On Tue, Feb 03, 2009 at 04:25:04PM +0100, Andreas Heinlein wrote: > Dave Sherohman schrieb: > > Fair point, but I still see a significant difference between "turn on > > this switch and we'll hand you the passwords in a log file" and the > > various methods you mention, any of which would require some degree of > > skill and/or effort to implement. > aptitude install dsniff > dsniff -i eth0 > passwords.txt > > That's it, basically ;-) > (when run on the RT server) Yup. I didn't say it would be a *large* degree of skill or effort involved. :) (And, personally, I prefer ngrep. Something like ngrep -d eth0 password dst port 80 > passwords.txt wouldn't capture nearly as much random traffic along with the passwords.) -- Dave Sherohman NomadNet, Inc. http://nomadnetinc.com/ From jfiske at clarkson.edu Tue Feb 3 11:10:05 2009 From: jfiske at clarkson.edu (Josh Fiske) Date: Tue, 3 Feb 2009 11:10:05 -0500 Subject: [rt-users] RTFM 2.4.1 on RT 3.8.2 Message-ID: <6708B7A5C8087B4AA393C1CDD1D56200107289@mbox1.ad.clarkson.edu> I am attempting to install RTFM 2.4.1 on my existing (fully functional) RT 3.8.2 installation. This is on a CentOS 5 host with RT installed in the standard location (/opt/rt3). So, I do the following (all of which complete without any error messages): cd /usr/local/src wget http://download.bestpractical.com/pub/rt/release/RTFM-2.4.1.tar.gz tar zxf RTFM-2.4.1.tar.gz cd RTFM-2.4.1 perl Makefile.PL make make install make initdb /etc/init.d/httpd restart I login to RT as a SuperUser and I don't see any reference to RTFM. I know that with other RT plugins (RT-Authen-ExternalAuth), I have needed to include a line in my RT_SiteConfig.pm. But when I tried adding this [ Set( @Plugins, (qw(RT::Authen::ExternalAuth),RT-FM)); ] and restarting, it had no impact. Any suggestions? Am I missing a simple step? Thanks, Josh - - - - Joshua Fiske '03, '04 Network and Security Engineer Clarkson University, Office of Information Technology (315) 268-6722 -- Fax: (315) 268-6570 I route, therefore you are. Think before you print. CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 87 bytes Desc: image001.gif URL: From smccreadie at CanyonPartners.com Tue Feb 3 11:28:49 2009 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Tue, 3 Feb 2009 08:28:49 -0800 Subject: [rt-users] RTFM 2.4.1 on RT 3.8.2 In-Reply-To: <6708B7A5C8087B4AA393C1CDD1D56200107289@mbox1.ad.clarkson.edu> References: <6708B7A5C8087B4AA393C1CDD1D56200107289@mbox1.ad.clarkson.edu> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B801AF10DF@SR-ES-EMAIL01.canyonpartners.local> Josh, My RT_Siteconfig.pm looks like this: Set(@Plugins,qw(RT::FM)); Maybe this will help. Sean From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Josh Fiske Sent: Tuesday, February 03, 2009 8:10 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] RTFM 2.4.1 on RT 3.8.2 I am attempting to install RTFM 2.4.1 on my existing (fully functional) RT 3.8.2 installation. This is on a CentOS 5 host with RT installed in the standard location (/opt/rt3). So, I do the following (all of which complete without any error messages): cd /usr/local/src wget http://download.bestpractical.com/pub/rt/release/RTFM-2.4.1.tar.gz tar zxf RTFM-2.4.1.tar.gz cd RTFM-2.4.1 perl Makefile.PL make make install make initdb /etc/init.d/httpd restart I login to RT as a SuperUser and I don't see any reference to RTFM. I know that with other RT plugins (RT-Authen-ExternalAuth), I have needed to include a line in my RT_SiteConfig.pm. But when I tried adding this [ Set( @Plugins, (qw(RT::Authen::ExternalAuth),RT-FM)); ] and restarting, it had no impact. Any suggestions? Am I missing a simple step? Thanks, Josh - - - - Joshua Fiske '03, '04 Network and Security Engineer Clarkson University, Office of Information Technology (315) 268-6722 -- Fax: (315) 268-6570 I route, therefore you are. Think before you print. CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 87 bytes Desc: image001.gif URL: From jfiske at clarkson.edu Tue Feb 3 11:35:40 2009 From: jfiske at clarkson.edu (Josh Fiske) Date: Tue, 3 Feb 2009 11:35:40 -0500 Subject: [rt-users] RTFM 2.4.1 on RT 3.8.2 In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B801AF10DF@SR-ES-EMAIL01.canyonpartners.local> References: <6708B7A5C8087B4AA393C1CDD1D56200107289@mbox1.ad.clarkson.edu> <6A8A671AFE630144BC8AE1D84E6700B801AF10DF@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <6708B7A5C8087B4AA393C1CDD1D5620010728B@mbox1.ad.clarkson.edu> That did the trick! Thanks for the quick help! I've also updated the wiki to reflect this step that was missing from the documentation: http://wiki.bestpractical.com/view/RTFM - - - - Joshua Fiske '03, '04 Network and Security Engineer Clarkson University, Office of Information Technology (315) 268-6722 -- Fax: (315) 268-6570 I route, therefore you are. Think before you print. CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. From: Sean McCreadie [mailto:smccreadie at CanyonPartners.com] Sent: Tuesday, February 03, 2009 11:29 AM To: Josh Fiske; RT-Users at lists.bestpractical.com Subject: RE: [rt-users] RTFM 2.4.1 on RT 3.8.2 Josh, My RT_Siteconfig.pm looks like this: Set(@Plugins,qw(RT::FM)); Maybe this will help. Sean From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Josh Fiske Sent: Tuesday, February 03, 2009 8:10 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] RTFM 2.4.1 on RT 3.8.2 I am attempting to install RTFM 2.4.1 on my existing (fully functional) RT 3.8.2 installation. This is on a CentOS 5 host with RT installed in the standard location (/opt/rt3). So, I do the following (all of which complete without any error messages): cd /usr/local/src wget http://download.bestpractical.com/pub/rt/release/RTFM-2.4.1.tar.gz tar zxf RTFM-2.4.1.tar.gz cd RTFM-2.4.1 perl Makefile.PL make make install make initdb /etc/init.d/httpd restart I login to RT as a SuperUser and I don't see any reference to RTFM. I know that with other RT plugins (RT-Authen-ExternalAuth), I have needed to include a line in my RT_SiteConfig.pm. But when I tried adding this [ Set( @Plugins, (qw(RT::Authen::ExternalAuth),RT-FM)); ] and restarting, it had no impact. Any suggestions? Am I missing a simple step? Thanks, Josh - - - - Joshua Fiske '03, '04 Network and Security Engineer Clarkson University, Office of Information Technology (315) 268-6722 -- Fax: (315) 268-6570 I route, therefore you are. Think before you print. CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 87 bytes Desc: image001.gif URL: From sladkofo at yahoo-inc.com Tue Feb 3 11:31:42 2009 From: sladkofo at yahoo-inc.com (Oleg Sladkoff) Date: Tue, 03 Feb 2009 17:31:42 +0100 Subject: [rt-users] RTFM 2.4.1 on RT 3.8.2 In-Reply-To: <6708B7A5C8087B4AA393C1CDD1D56200107289@mbox1.ad.clarkson.edu> References: <6708B7A5C8087B4AA393C1CDD1D56200107289@mbox1.ad.clarkson.edu> Message-ID: <1233678702.3396.1.camel@prettyenter.grenoble.corp.yahoo.com> Hi, I have added this in my RT_SiteConfig.pm : Set(@Plugins,qw(RT::FM)); regards On Tue, 2009-02-03 at 16:10 +0000, Josh Fiske wrote: > > I am attempting to install RTFM 2.4.1 on my existing (fully > functional) RT 3.8.2 installation. This is on a CentOS 5 host with RT > installed in the standard location (/opt/rt3). So, I do the following > (all of which complete without any error messages): > > > > cd /usr/local/src > > wget > http://download.bestpractical.com/pub/rt/release/RTFM-2.4.1.tar.gz > > tar zxf RTFM-2.4.1.tar.gz > > cd RTFM-2.4.1 > > perl Makefile.PL > > make > > make install > > make initdb > > /etc/init.d/httpd restart > > > > I login to RT as a SuperUser and I don?t see any reference to RTFM. > > > > I know that with other RT plugins (RT-Authen-ExternalAuth), I have > needed to include a line in my RT_SiteConfig.pm. But when I tried > adding this [ Set( @Plugins, > (qw(RT::Authen::ExternalAuth),RT-FM)); ] and restarting, it had no > impact. > > > > Any suggestions? Am I missing a simple step? Thanks, > > > > Josh > > - - - - > > Joshua Fiske '03, '04 > > Network and Security Engineer > > Clarkson University, Office of Information Technology > > (315) 268-6722 -- Fax: (315) 268-6570 > > I route, therefore you are. > > > > green Think before you print. > > > > CONFIDENTIALITY: This e-mail (including any attachments) may contain > confidential, proprietary and privileged information, and unauthorized > disclosure or use is prohibited. If you received this e-mail in > error, please notify the sender and delete this e-mail from your > system. > > > > -- Oleg Sladkoff KELKOO - Service Architect oleg.sladkoff at yahoo-inc.com Yahoo messenger : Kelkoooleg tel : +33 (0)476848147 gsm : +33(0)675768532 From jburke at crypticstudios.com Tue Feb 3 12:23:58 2009 From: jburke at crypticstudios.com (Jeremy Burke) Date: Tue, 3 Feb 2009 09:23:58 -0800 Subject: [rt-users] RT::CustomFieldValues::External question In-Reply-To: References: Message-ID: I have a package that does a SQL search and populates my "Select one Value" custom field with about 300 items. I would like to use the Category function of the custom field in order to provide the ability to filter based on another field I have in by Database which I grab with my SQL query. Is this possible? It doesn't look like this option is exposed in the External custom field package. I know the Category field is an attribute in the database which is probably why it wasn't exposed via this method. I don't really care if the category gets saved or not as I'm just using it as a filter. I'm using RT 3.8.1, CentOS 5.2, apache 2.2.3, and mod_perl2. Thanks, Jeremy -------------- next part -------------- An HTML attachment was scrubbed... URL: From trey at kingfisherops.com Tue Feb 3 11:21:53 2009 From: trey at kingfisherops.com (Trey Darley) Date: Tue, 3 Feb 2009 17:21:53 +0100 (CET) Subject: [rt-users] Date custom field type Message-ID: <13516.192.101.252.156.1233678113.squirrel@kingfisherops.com> Hi, y'all - I'd like to have custom fields that work like the existing date fields (started, due, etc). My google-fu may just be weak today. Please, does anyone have any helpful pointers they could share with me? Cheers, --Trey ++----------------------------------------------------------------------------++ Kingfisher Operations Trey Darley - Principal From elacour at easter-eggs.com Tue Feb 3 12:59:50 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 3 Feb 2009 18:59:50 +0100 Subject: [rt-users] Date custom field type In-Reply-To: <13516.192.101.252.156.1233678113.squirrel@kingfisherops.com> References: <13516.192.101.252.156.1233678113.squirrel@kingfisherops.com> Message-ID: <20090203175948.GA2624@easter-eggs.com> On Tue, Feb 03, 2009 at 05:21:53PM +0100, Trey Darley wrote: > Hi, y'all - > > I'd like to have custom fields that work like the existing date fields > (started, due, etc). My google-fu may just be weak today. Please, does > anyone have any helpful pointers they could share with me? > http://rt3.fsck.com/Ticket/Display.html?id=8721&user=guest&pass=guest From ktm at rice.edu Tue Feb 3 13:06:40 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 3 Feb 2009 12:06:40 -0600 Subject: [rt-users] Chart problem with PostgreSQL 8.3 Message-ID: <20090203180640.GK2995@it.is.rice.edu> Just a bug report and a hopefully simple fix. The chart option for Created Daily, Created Monthly,... gives the following error when run: Feb 3 10:54:23 rt1 RT: RT::Handle=HASH(0xa891050) couldn't execute the query 'SELECT COUNT(main.id) AS id, SUBSTR(Created,1,7) AS createdmonthly FROM Tickets main WHERE (main.Status != 'deleted') AND (main.Created > '2008-01-01 06:00:00' AND main.Created < '2009-01-01 06:00:00') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY SUBSTR(Created,1,7) ' at /usr/site/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa891050)', 'SELECT COUNT(main.id) AS id, SUBSTR(Created,1,7) AS createdmo...') called at /usr/site/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder.pm line 238 DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0x86a2630)') called at /usr/site/rt-3.8/DEV/bin/../lib/RT/Tickets_Overlay.pm line 2672 RT::Tickets::_DoSearch('RT::Report::Tickets=HASH(0x86a2630)') called at /usr/site/rt-3.8/DEV/bin/../local/lib/RT/Report/Tickets.pm line 152 RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH( Feb 3 10:54:25 rt1 RT: DBD::Pg::st execute failed: ERROR: function substr(timestamp without time zone, integer, integer) does not exist LINE 1: SELECT COUNT(main.id) AS id, SUBSTR(Created,1,7) AS createdm... ^ HINT: No function matches the given name and argument types. You might need to add explicit type casts. at /usr/site/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/site/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) I fixed the current problem by making a local change to lib/RT/Report/Tickets.pm to cast the timestamp to text. Hopefully, there is a fix that will work across all backends: -------------------------------- diff -u lib/RT/Report/Tickets.pm . --- local/lib/RT/Report/Tickets.pm 2009-01-21 13:12:22.000000000 -0600 +++ ./Tickets.pm 2009-02-03 11:06:35.000000000 -0600 @@ -169,13 +169,16 @@ if ($field =~ /^(.*)(Daily|Monthly|Annually)$/) { my ($field, $grouping) = ($1, $2); if ( $grouping =~ /Daily/ ) { - $args{'FUNCTION'} = "SUBSTR($field,1,10)"; +# $args{'FUNCTION'} = "SUBSTR($field,1,10)"; + $args{'FUNCTION'} = "SUBSTR(${field}::text,1,10)"; } elsif ( $grouping =~ /Monthly/ ) { - $args{'FUNCTION'} = "SUBSTR($field,1,7)"; +# $args{'FUNCTION'} = "SUBSTR($field,1,7)"; + $args{'FUNCTION'} = "SUBSTR(${field}::text,1,7)"; } elsif ( $grouping =~ /Annually/ ) { - $args{'FUNCTION'} = "SUBSTR($field,1,4)"; +# $args{'FUNCTION'} = "SUBSTR($field,1,4)"; + $args{'FUNCTION'} = "SUBSTR(${field}::text,1,4)"; } } elsif ( $field =~ /^(?:CF|CustomField)\.{(.*)}$/ ) { #XXX: use CFDecipher method my $cf_name = $1; -------------------------------- Cheers, Ken From ktm at rice.edu Tue Feb 3 15:38:32 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 3 Feb 2009 14:38:32 -0600 Subject: [rt-users] Another Chart buglet with Customfields Message-ID: <20090203203832.GN2995@it.is.rice.edu> FYI, When the results of a search are ordered by a custom field value, the top of the display shows CF.{###} and not the name of the custom field which would be more understandable. Cheers, Ken From anthony at strand1.com Tue Feb 3 16:25:44 2009 From: anthony at strand1.com (Anthony Sorace) Date: Tue, 3 Feb 2009 16:25:44 -0500 Subject: [rt-users] undefined value as a HASH reference Message-ID: <3EF54DFE-6201-4B78-9FC4-E621CE0F334E@strand1.com> Folks: I just got myself into a bit of a jam. With my properly working RT installation (3.8.1 with MySQL on OS X 10.5), I tried to install some of the extensions, via CPAN. In particular, I installed RTx::Tags, RT::BugTracker, and RT::BugTracker::Public. In a bout of carelessness, I installed three at once rather than testing after each, so I'm not sure which package is causing my problems. Regardless, I now get the following message on any page (and only this message): Can't use an undefined value as a HASH reference at /opt/rt3/share/ html/Elements/Header line 144. Modification time on that file says it hasn't changed in almost a year (I'm not aware of CPAN tweaking file modification times). As far as I can tell, all the modifications to my rt3 tree are confined to / local/, yet various heavy-weight things like moving it out of the way don't cause any change. Anyone know what this message is about, or what's caused this change? Anthony Sorace Strand 1 From ruslan.zakirov at gmail.com Tue Feb 3 17:06:38 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 4 Feb 2009 01:06:38 +0300 Subject: [rt-users] Duplicate Mail In-Reply-To: <49882022.7010805@gmx.com> References: <49882022.7010805@gmx.com> Message-ID: <589c94400902031406j70fda227mbf81293ee0b24ce5@mail.gmail.com> http://wiki.bestpractical.com/view/ScripAction On Tue, Feb 3, 2009 at 1:44 PM, Andreas Heinlein wrote: > Hello, > > is there any way to prevent RT from sending mail twice to the same > recipient? In our current setup, we often get the same mail for the same > transaction twice. > > It is perfectly valid in our setup for a ticket to have abc at foo.bar as > the requestor of a ticket and be its owner as well. This may even be the > case when abc at foo.bar is a watcher of the queue the ticket is in. > > I currently have set up scrips like this > - On Correspond notify Requestors, Cc and AdminCc with template > Correspondence > - On Correspond notify Owner with template Correspondence > - On Correspond notify Other Recipients with template Correspondence > > The same for comments, except it should not notify the Requestor. > That is the way we need it. > > Any way to get rid of the duplicates? We are using RT 3.6 on Debian > etch, and I'd like to stick with 3.6 at least until lenny is final. > > Bye, > Andreas > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ruslan.zakirov at gmail.com Tue Feb 3 17:17:16 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 4 Feb 2009 01:17:16 +0300 Subject: [rt-users] RT::CustomFieldValues::External question In-Reply-To: References: Message-ID: <589c94400902031417p6f7cb56do4506e6a97fe2a762@mail.gmail.com> Categories don't work with CFs that fetch list of values from external sources. If you try to solve long list issue then you can use field with auto-completion. Description field is also used in auto-completion that can be useful and help people find values. On Tue, Feb 3, 2009 at 8:23 PM, Jeremy Burke wrote: > I have a package that does a SQL search and populates my "Select one Value" > custom field with about 300 items. I would like to use the Category > function of the custom field in order to provide the ability to filter based > on another field I have in by Database which I grab with my SQL query. > > > > Is this possible? It doesn't look like this option is exposed in the > External custom field package. I know the Category field is an attribute in > the database which is probably why it wasn't exposed via this method. I > don't really care if the category gets saved or not as I'm just using it as > a filter. > > > > I'm using RT 3.8.1, CentOS 5.2, apache 2.2.3, and mod_perl2. > > > > Thanks, > > Jeremy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Feb 3 17:40:19 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 4 Feb 2009 01:40:19 +0300 Subject: [rt-users] undefined value as a HASH reference In-Reply-To: <3EF54DFE-6201-4B78-9FC4-E621CE0F334E@strand1.com> References: <3EF54DFE-6201-4B78-9FC4-E621CE0F334E@strand1.com> Message-ID: <589c94400902031440p19d9e19bj90af928ee1526d8a@mail.gmail.com> Either RT::BugTracker or RT::BugTracker::Public which still use overlays for some mason components. Check local/html, however I suspect that files in share/html has been overwriten, so you'll have to restore them from RT tarball or backup you created before installing extensions. On Wed, Feb 4, 2009 at 12:25 AM, Anthony Sorace wrote: > Folks: > I just got myself into a bit of a jam. With my properly working RT > installation (3.8.1 with MySQL on OS X 10.5), I tried to install some > of the extensions, via CPAN. In particular, I installed RTx::Tags, > RT::BugTracker, and RT::BugTracker::Public. In a bout of carelessness, > I installed three at once rather than testing after each, so I'm not > sure which package is causing my problems. > > Regardless, I now get the following message on any page (and only > this message): > > Can't use an undefined value as a HASH reference at /opt/rt3/share/ > html/Elements/Header line 144. > > Modification time on that file says it hasn't changed in almost a year > (I'm not aware of CPAN tweaking file modification times). As far as I > can tell, all the modifications to my rt3 tree are confined to / > local/, yet various heavy-weight things like moving it out of the way > don't cause any change. > > Anyone know what this message is about, or what's caused this change? > > Anthony Sorace > Strand 1 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From KFCrocker at lbl.gov Tue Feb 3 18:11:07 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 03 Feb 2009 15:11:07 -0800 Subject: [rt-users] RT Time fields in days? In-Reply-To: References: <49837B73.1000307@lbl.gov> Message-ID: <4988CF0B.1070400@lbl.gov> Jerrad, Thanks. Is this available in 3.6.4? Kenn LBNL On 2/1/2009 1:03 PM, Jerrad Pierce wrote: > See share/html/Elements/SelectTimeUnits > But I'd just tell them to multiply by 8 business hours per day. > From KFCrocker at lbl.gov Tue Feb 3 18:31:25 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 03 Feb 2009 15:31:25 -0800 Subject: [rt-users] Scrip send email on create In-Reply-To: <49878A65.4070002@northpb.com> References: <49878A65.4070002@northpb.com> Message-ID: <4988D3CD.7020809@lbl.gov> Dan, I didn't see a template listed. listed. I don't think an Email can be sent without one. Kenn LBNL On 2/2/2009 4:05 PM, Dan O'Neill wrote: > Enclosed is a script that adds one or more AdminCC's to a ticket during > Create. This does not cause the AdminCC's to receive an email. > > How do I modify this Scrip or otherwise configure the Queue such that > AdminCC's will receive a copy of the text in the opening transaction? > > Here is the scrip information. I've reviewed the contributions page and > read what I can before asking this question. Thanks for the help. > > Condition: On Create > Action: User Defined > Template: Global template: Blank > Stage: Transaction Create > > Custom condition: > Custom action preparation code: return 1; > Custom action cleanup code: > > my $owner_id = $self->TicketObj->Owner; > my $requestor_email = $self->TicketObj->RequestorAddresses; > my $admincclist = $self->TicketObj->AdminCc; > my @actors = ('fred at company.com', 'wilma at company.com'); > my $user = RT::User->new($RT::SystemUser); > > if ( $self->TicketObj->Subject =~ m/Customer A/i ) { > foreach my $actor (@actors) { > $user->LoadByEmail($actor); > my $user_id = $user->Id; > my $user_email = $user->EmailAddress; > if ( $user_email ne $requestor_email ) > { > my($status, $msg) = $admincclist->AddMember($user->Id); > unless( $status ) { > $RT::Logger->warning( "can't add ticket owner as Cc : msg" ); > return undef; > } > } > } > } else { > return 0; > } > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ktm at rice.edu Tue Feb 3 18:45:13 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 3 Feb 2009 17:45:13 -0600 Subject: [rt-users] RT full text indexing with PostgreSQL Message-ID: <20090203234513.GR2995@it.is.rice.edu> On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote: > > I just updated the PostgreSQLFullText pages on the wiki with > > the triggers to keep the parsed document columns updated whenever > > there is a change to the dependent columns. > > > > Here are the commands for adding the triggers to keep the textsearchable > > columns corresponding to attachments.subject/content and > > objectcustomfieldvalues.largecontent up to date: > > > > CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE > > ON attachments FOR EACH ROW EXECUTE PROCEDURE > > tsvector_update_trigger(textsearchable, 'pg_catalog.english', subject, content); > > > > CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE > > ON objectcustomfieldvalues FOR EACH ROW EXECUTE PROCEDURE > > tsvector_update_trigger(textsearchable, 'pg_catalog.english', largecontent); > > > > Please let me know if there are any problems and bon voyage. > > > > Ken > > I have added a variation of the above triggers to the wiki page > to only pre-parse the first 1MB of attachments/customfields: > > CREATE FUNCTION attachments_trigger() RETURNS trigger AS $$ > begin > new.textsearchable := > to_tsvector('pg_catalog.english', substring(coalesce(new.subject, '') || coalesce(new.content, '') from 1 for 1000000)); > return new; > end > $$ LANGUAGE plpgsql; > > CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE > ON attachments FOR EACH ROW EXECUTE PROCEDURE attachments_trigger(); > > CREATE FUNCTION objectcustomfieldvalues_trigger() RETURNS trigger AS $$ > begin > new.textsearchable := > to_tsvector('pg_catalog.english', substring(coalesce(new.largecontent, '') from 1 for 1000000)); > return new; > end > $$ LANGUAGE plpgsql; > > CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE > ON objectcustomfieldvalues FOR EACH ROW EXECUTE PROCEDURE > objectcustomfieldvalues_trigger(); > > Please send me any feedback or suggestions. > > Cheers, > Ken > > PS. The fast full contents searches really rock! > Dear RT Users, I just finished testing the two index types for PostgreSQL text indexing (GIST and GIN). Here are the index creation commands using the GIN index type. I have tried both, and unless you are in an extremely update intensive environment you will really want GIN -- very, very fast queries. CREATE INDEX attachments_textsearch ON attachments USING GIN (textsearchable ); CREATE INDEX largecontent_textsearch ON objectcustomfieldvalues USING GIN (textsearchable ); Happy full text searching, Ken From rt at northpb.com Tue Feb 3 19:51:30 2009 From: rt at northpb.com (Dan O'Neill) Date: Tue, 03 Feb 2009 16:51:30 -0800 Subject: [rt-users] Scrip send email on create In-Reply-To: <49878A65.4070002@northpb.com> References: <49878A65.4070002@northpb.com> Message-ID: <4988E692.5040208@northpb.com> Dan O'Neill wrote: > Enclosed is a script that adds one or more AdminCC's to a ticket during > Create. This does not cause the AdminCC's to receive an email. > > How do I modify this Scrip or otherwise configure the Queue such that > AdminCC's will receive a copy of the text in the opening transaction? > > Here is the scrip information. I've reviewed the contributions page and > read what I can before asking this question. Thanks for the help. > > Condition: On Create > Action: User Defined > Template: Global template: Blank > Stage: Transaction Create A little update. At the suggestion of some docs on the wiki, I added a new template to see if that would get this scrip to send a notification to the AdminCC's. Didn't work, still no outbound notification. I'll whip up an Amazon gift certificate to anyone who can help me resolve this problem before close of business Wednesday. Thanks, Dan From gordon at cryologic.com Tue Feb 3 20:06:02 2009 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 04 Feb 2009 12:06:02 +1100 Subject: [rt-users] Scrip send email on create In-Reply-To: <4988E692.5040208@northpb.com> References: <49878A65.4070002@northpb.com> <4988E692.5040208@northpb.com> Message-ID: <4988E9FA.1080200@cryologic.com> possibly: Stage: TransactionBatch From memory (at least in RT-3.6.x) I think you also have to enable batch transactions in RTSiteConfig.pm, something like: Set($UseTransactionBatch , 1); Gordon Dan O'Neill wrote: > Dan O'Neill wrote: >> Enclosed is a script that adds one or more AdminCC's to a ticket during >> Create. This does not cause the AdminCC's to receive an email. >> >> How do I modify this Scrip or otherwise configure the Queue such that >> AdminCC's will receive a copy of the text in the opening transaction? >> >> Here is the scrip information. I've reviewed the contributions page and >> read what I can before asking this question. Thanks for the help. >> >> Condition: On Create >> Action: User Defined >> Template: Global template: Blank >> Stage: Transaction Create > > A little update. At the suggestion of some docs on the wiki, I added a > new template to see if that would get this scrip to send a notification > to the AdminCC's. Didn't work, still no outbound notification. I'll > whip up an Amazon gift certificate to anyone who can help me resolve > this problem before close of business Wednesday. > > Thanks, > > Dan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jburke at crypticstudios.com Tue Feb 3 20:55:29 2009 From: jburke at crypticstudios.com (Jeremy Burke) Date: Tue, 3 Feb 2009 17:55:29 -0800 Subject: [rt-users] Scrip send email on create In-Reply-To: <4988E692.5040208@northpb.com> References: <49878A65.4070002@northpb.com> <4988E692.5040208@northpb.com> Message-ID: I think you need 2 scrips. The scrip you have below and then another scrip to send e-mail on create to the AdminCCs. You need to make sure the Add AdminCC scrip you have below is executed before the scrip that sends to the AdminCCs. I'm using RT 3.8.1 and this is how I have it setup to work. The 1 at the beginning of Scrip #2's description forces this scrip to be run before scrip #1 Scrip #1: Description: On Create Notify AdminCcs Condition: On Create Action: Notify AdminCcs Template: Global template: Transaction Stage: Transaction Create Custom condition: Custom action preparation code: Custom action cleanup code: Scrip #2: Description: 1 Add AdminCC Condition: On Create Action: User Defined Template: Global Template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: my $owner_id = $self->TicketObj->Owner; my $requestor_email = $self->TicketObj->RequestorAddresses; my $admincclist = $self->TicketObj->AdminCc; my @actors = ('fred at company.com', 'wilma at company.com'); my $user = RT::User->new($RT::SystemUser); if ( $self->TicketObj->Subject =~ m/Customer A/i ) { foreach my $actor (@actors) { $user->LoadByEmail($actor); my $user_id = $user->Id; my $user_email = $user->EmailAddress; if ( $user_email ne $requestor_email ) { my($status, $msg) = $admincclist->AddMember($user->Id); unless( $status ) { $RT::Logger->warning( "can't add ticket owner as Cc : msg" ); return undef; } } } } else { return 0; } Hope this helps. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dan O'Neill Sent: Tuesday, February 03, 2009 4:52 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip send email on create Dan O'Neill wrote: > Enclosed is a script that adds one or more AdminCC's to a ticket during > Create. This does not cause the AdminCC's to receive an email. > > How do I modify this Scrip or otherwise configure the Queue such that > AdminCC's will receive a copy of the text in the opening transaction? > > Here is the scrip information. I've reviewed the contributions page and > read what I can before asking this question. Thanks for the help. > > Condition: On Create > Action: User Defined > Template: Global template: Blank > Stage: Transaction Create A little update. At the suggestion of some docs on the wiki, I added a new template to see if that would get this scrip to send a notification to the AdminCC's. Didn't work, still no outbound notification. I'll whip up an Amazon gift certificate to anyone who can help me resolve this problem before close of business Wednesday. Thanks, Dan _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Tue Feb 3 18:06:46 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Feb 2009 18:06:46 -0500 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <20090203105316.GW1432@sherohman.org> References: <20090202231638.GA5043@17h.local> <20090203105316.GW1432@sherohman.org> Message-ID: <20090203230646.GE9468@72-60-194-184.pools.spcsdns.net> On Tue 3.Feb'09 at 4:53:16 -0600, Dave Sherohman wrote: > On Mon, Feb 02, 2009 at 06:16:38PM -0500, Jesse Vincent wrote: > > Thankfully, at first glance, it looks like the issue you've run into > > isn't particularly dangerous. RT ships with stack trace logging > > disabled and _generally_ the folks who have access to application logs > > are also the folks who manage the application. The docs for 'LogStackTrace' have been updated as follows. How do folks feel about the new notice? If set to a log level then logging will include stack traces for messages with level equal to or greater than specified. NOTICE: Stack traces include parameters that functions or methods were called wiht. It is possible for stack trace logging to revealsensitive information such as passwords or ticket content in yourlogs. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From isaac at purdue.edu Tue Feb 3 22:37:59 2009 From: isaac at purdue.edu (Isaac Vetter) Date: Tue, 03 Feb 2009 22:37:59 -0500 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <20090203230646.GE9468@72-60-194-184.pools.spcsdns.net> Message-ID: > The docs for 'LogStackTrace' have been updated as follows. How do > folks feel about the new notice? > > If set then logging will include stack > traces for messages with level equal or greater than > specified. > > NOTICE: Stack traces include parameters that functions or methods > were called with. It is possible for stack trace logging to reveal sensitive > information such as passwords and ticket content in your logs. Jesse, Since you're asking (and towards the goal of something useful coming from this thread). :) I would say that, in this case, you shouldn't end a sentence with a preposition. How about: "Stack traces include the parameters of called functions." or "Stack traces include the parameters used within methods and functions." or ... Isaac Vetter From matthew.seaman at thebunker.net Wed Feb 4 03:06:34 2009 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Wed, 04 Feb 2009 08:06:34 +0000 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: References: Message-ID: <49894C8A.5030103@thebunker.net> Isaac Vetter wrote: >> The docs for 'LogStackTrace' have been updated as follows. How do >> folks feel about the new notice? >> >> If set then logging will include stack >> traces for messages with level equal or greater than >> specified. >> >> NOTICE: Stack traces include parameters that functions or methods >> were called with. It is possible for stack trace logging to reveal sensitive >> information such as passwords and ticket content in your logs. > > Jesse, > > Since you're asking (and towards the goal of something useful coming from > this thread). :) > > I would say that, in this case, you shouldn't end a sentence with a > preposition. > > How about: > "Stack traces include the parameters of called functions." > or > "Stack traces include the parameters used within methods and functions." > or > ... One idea I've seen and quite like is what OpenLDAP does. Passwords and other security tokens are Base64 encoded in all output[*]. Sure it's a trivial encoding that anyone could decode in moments, but it prevents people trivially reading passwords over your shoulder when they are displayed on your screen. Cheers, Matthew [*] Actually I think this is primarily because those object classes are defined as containing non-ascii data, rather than specifically as a security measure. It's a handy side-effect though. -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 259 bytes Desc: OpenPGP digital signature URL: From alf at stockton.co.za Wed Feb 4 03:46:18 2009 From: alf at stockton.co.za (Alf Stockton) Date: Wed, 04 Feb 2009 10:46:18 +0200 Subject: [rt-users] Apache connection failing Message-ID: <498955DA.7060707@stockton.co.za> I have just installed 3.8.2 on my Ubuntu 8.04 server and when I attempt to connect via the web I get an error and see the following message in my /var/log/apache2/error.log [Wed Feb 04 10:32:36 2009] [error] [client 192.168.30.185] Can't locate object method "CleanSlate" via package "RT::Action::SendEmail" at /opt/rt3/bin/../lib/RT/Interface/Web/Handler.pm line 213.\n, referer: http://general.dev.sharing.org.za/rt38 Please tell me what I need to fix and possibly how. -- Regards, Alf Stockton www.stockton.co.za A light wife doth make a heavy husband. -- Wm. Shakespeare, "The Merchant of Venice" From aheinlein at gmx.com Wed Feb 4 04:16:02 2009 From: aheinlein at gmx.com (Andreas Heinlein) Date: Wed, 04 Feb 2009 10:16:02 +0100 Subject: [rt-users] Stall (postpone) tickets until a future date? Message-ID: <49895CD2.3090703@gmx.com> Hello, I'd like to have a feature in RT that will allow me to postpone open tickets until some day in the future. For example: Yesterday I reorganized a users mail folders and made a backup, which I want to keep for one month just in case. I do not want to keep that ticket open for a month, but I'd like to stall it and have RT automatically reopen it on 3/3/2009. Is that possible? (I stumbled upon a mistranslation here in the german version. The "Reminders" are called "Wiedervorlage" here, and that would just be what I want. However, RTs "Reminders" are obviously something different, reminding you to do something until a due date. That would better be called "Erinnerung" in german.) Bye, Andreas From elacour at easter-eggs.com Wed Feb 4 04:20:46 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 4 Feb 2009 10:20:46 +0100 Subject: [rt-users] Stall (postpone) tickets until a future date? In-Reply-To: <49895CD2.3090703@gmx.com> References: <49895CD2.3090703@gmx.com> Message-ID: <20090204092045.GB4264@easter-eggs.com> On Wed, Feb 04, 2009 at 10:16:02AM +0100, Andreas Heinlein wrote: > Hello, > > I'd like to have a feature in RT that will allow me to postpone open > tickets until some day in the future. For example: > > Yesterday I reorganized a users mail folders and made a backup, which I > want to keep for one month just in case. I do not want to keep that > ticket open for a month, but I'd like to stall it and have RT > automatically reopen it on 3/3/2009. > > Is that possible? > you can use the "stalled" status for this ticket, put a "due date" and use rt-crontool (from cron) on your system to automatically reopen such tickets. From dominic.hargreaves at oucs.ox.ac.uk Wed Feb 4 04:39:08 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 4 Feb 2009 09:39:08 +0000 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <49894C8A.5030103@thebunker.net> References: <49894C8A.5030103@thebunker.net> Message-ID: <20090204093907.GA31458@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Feb 04, 2009 at 08:06:34AM +0000, Matthew Seaman wrote: > One idea I've seen and quite like is what OpenLDAP does. Passwords and > other security tokens are Base64 encoded in all output[*]. Sure it's a > trivial encoding that anyone could decode in moments, but it prevents > people trivially reading passwords over your shoulder when they are > displayed on your screen. Are you sure what you're actually looking at isn't a password *hash*? That's what you'd normally expect to find in the userPassword attribute, and isn't the same thing at all. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From roydepp at gmail.com Wed Feb 4 05:14:14 2009 From: roydepp at gmail.com (Roy Depp) Date: Wed, 4 Feb 2009 12:14:14 +0200 Subject: [rt-users] RT 3.8.2 Dashboard Can't find object SearchIds Message-ID: Greetings, I've searched for this issue on the archives and couldn't find anything related to it. RT 3.8.2 clean install. When going to Tools->Dashboards->Queries I get the following error message: Can't locate object method "SearchIds" via package "RT::Dashboard" at /opt/rt3/share/html/Dashboards/Queries.html line 95, line 47. Any ideas? Thanks, Roy. From kristian.davies at gmail.com Wed Feb 4 05:46:02 2009 From: kristian.davies at gmail.com (Kristian Davies) Date: Wed, 4 Feb 2009 10:46:02 +0000 Subject: [rt-users] RT Time fields in days? In-Reply-To: <4988CF0B.1070400@lbl.gov> References: <49837B73.1000307@lbl.gov> <4988CF0B.1070400@lbl.gov> Message-ID: Not my code, but in the interest of sharing: local/html/Elements/SelectTimeUnits %# END BPS TAGGED BLOCK }}} % my $selected = 'minutes'; % $selected = 'hours' if $minutes > 60; % $selected = 'days' if $minutes > 480; <%INIT> $Name .= '-TimeUnits' unless $Name =~ /-TimeUnits$/io; <%ARGS> $Name => '' $minutes => '' Kristian From alexander.bourgett at s1nn.de Wed Feb 4 07:53:11 2009 From: alexander.bourgett at s1nn.de (Alexander Bourgett) Date: Wed, 4 Feb 2009 13:53:11 +0100 Subject: [rt-users] Dashboard deleted but still send Message-ID: <75BB753482B74678AC5D6D0A0279ED60@s1nn.int> Hello all, I have a strange problem with Dashboards and was not able to find a solution in the ML archive. We start using the Dashboard feature of RT here. So for testing I created a test dashboard for root to see the feature working. Cron job was set up etc. However this dashboard was never send out via mail. I then created a new dashboard for a normal RT user. This dashboard was send out via mail. Being happy now :-), I deleted the former one. The funny thing is that RT now started to send out this deleted dashboard daily per email and I'm not able to stop it doing so as it does not appear in Dashboard menu anymore. I tried creating a new dashboard again with the same name as the deleted one and deleted this again. Now I got the following error message, which is the first error I found in the logs regarding dashboard: [warning]: Unable to load dashboard 493 of subscription 494 for user root: Failed to load dashboard 493: Couldn't find row (/opt/rt3/sbin/rt-email-dashboards:120) Does anybody know what went wrong? Or is this a known bug? Thanks in advance. Kind regards Alexander Bourgett From bashir.jahed at nha.co.za Wed Feb 4 08:15:31 2009 From: bashir.jahed at nha.co.za (Bashir Jahed) Date: Wed, 4 Feb 2009 15:15:31 +0200 Subject: [rt-users] Merging 2 RT systems Message-ID: <03D0CD3BAC1F2949B639858D2686296E02028AD9@musca.ctn.nha.co.za> Hi All, I have a request from business to merge 2 RT systems. One is RT 3.x and the other is RT 2.x Is this possible, if yes could anyone advise on best route to take? Thanks ________________________________ bashir jahed nha | enhance 5 protea road | claremont | 7708 po box 24 | newlands | 7725 telephone +27 (21) 657-2574 mobile +27 (83) 414-0453 facsimile +27 (21) 657-2575 e-mail | messenger bashir.jahed at nha.co.za ________________________________ this message is subject to the disclaimer at www.nha.co.za/disclaimer.asp or disclaimer at nha.co.za -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Wed Feb 4 09:05:27 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 4 Feb 2009 14:05:27 +0000 Subject: [rt-users] RT 3.8.2 packages for Debian Lenny? In-Reply-To: <20090127164514.GE24389@gunboat-diplomat.oucs.ox.ac.uk> References: <20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk> <7B7881568CF40E4388B615CD06F87B9809896A@clara.maurer-it.com> <20090127164514.GE24389@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20090204140527.GK31458@gunboat-diplomat.oucs.ox.ac.uk> On Tue, Jan 27, 2009 at 04:45:15PM +0000, Dominic Hargreaves wrote: > I hesitate to say again, since I previously expected to be able to do an > upload the same week. I'm just testing our current candidate, but > there's a new bug which requires a new package upload to Debian which > I'll want to get in before a new upload, so it may not be for another > week or so. Current status is that this is currently stalled on a new package waiting in NEW[0] (libipc-run-safehandles-perl) I would hazard a guess that ftpmasters are busy preparing for the release of Lenny, so this might not get processed for a few weeks. [0] http://ftp-master.debian.org/new.html -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From ktm at rice.edu Wed Feb 4 09:05:39 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 4 Feb 2009 08:05:39 -0600 Subject: [rt-users] Stall (postpone) tickets until a future date? In-Reply-To: <49895CD2.3090703@gmx.com> References: <49895CD2.3090703@gmx.com> Message-ID: <20090204140539.GS2995@it.is.rice.edu> On Wed, Feb 04, 2009 at 10:16:02AM +0100, Andreas Heinlein wrote: > Hello, > > I'd like to have a feature in RT that will allow me to postpone open > tickets until some day in the future. For example: > > Yesterday I reorganized a users mail folders and made a backup, which I > want to keep for one month just in case. I do not want to keep that > ticket open for a month, but I'd like to stall it and have RT > automatically reopen it on 3/3/2009. > > Is that possible? > > (I stumbled upon a mistranslation here in the german version. The > "Reminders" are called "Wiedervorlage" here, and that would just be what > I want. However, RTs "Reminders" are obviously something different, > reminding you to do something until a due date. That would better be > called "Erinnerung" in german.) > > Bye, > Andreas I think that reminders are a reasonable substitute for what you need. They actually only pop up at a future preset date. I do not think that they can re-open a ticket, but you could certainly do that yourself. Cheers, Ken From Jim.Tambling at datatote.co.uk Wed Feb 4 09:40:04 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Wed, 4 Feb 2009 14:40:04 -0000 Subject: [rt-users] Quick Ticket Creation widget - how to remove it? Message-ID: <72D9E13A8FC8994794D448E91198AE070133FB94@mail.sys.internal> As per the subject, fairly new to RT but I have looked everywhere and can't find a simple way to do it. Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jim.Tambling at datatote.co.uk Wed Feb 4 09:53:59 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Wed, 4 Feb 2009 14:53:59 -0000 Subject: [rt-users] FW: Quick Ticket Creation widget - how to remove it? Message-ID: <72D9E13A8FC8994794D448E91198AE070133FB96@mail.sys.internal> That only removes it from the layout of the user that's logged in. I want to remove it from everyone's layout. Jim -----Original Message----- From: Jeff Voskamp [mailto:javoskam at uwaterloo.ca] Sent: 04 February 2009 14:49 To: Jim Tambling Subject: Re: [rt-users] Quick Ticket Creation widget - how to remove it? Jim Tambling wrote: > > As per the subject, fairly new to RT but I have looked everywhere and > can't find a simple way to do it. > > Regards > Configuration->Global-RT at a Glance and pull it from the layout. Jeff From alf at stockton.co.za Wed Feb 4 10:46:45 2009 From: alf at stockton.co.za (Alf Stockton) Date: Wed, 04 Feb 2009 17:46:45 +0200 Subject: [rt-users] Installing RT3.8.2 on Ubuntu 8.04 Message-ID: <4989B865.3070904@stockton.co.za> In an install of 3.8.2 I cannot restart Apache due to the following errors [Wed Feb 04 17:30:46 2009] [error] Can't locate object method "Config" via package "RT" at /etc/request-tracker3.8.2/bin/webmux.pl line 100.\nBEGIN failed--compilation aborted at /etc/request-tracker3.8.2/bin/webmux.pl line 102.\nCompilation failed in require at (eval 239) line 1.\n [Wed Feb 04 17:30:46 2009] [error] Can't load Perl file: /etc/request-tracker3.8.2/bin/webmux.pl for server general.sharing.org.za:0, exiting... Please tell me how to repair this. -- Regards, Alf Stockton www.stockton.co.za Beware the one behind you. From rt at northpb.com Wed Feb 4 13:34:46 2009 From: rt at northpb.com (Dan O'Neill) Date: Wed, 04 Feb 2009 10:34:46 -0800 Subject: [rt-users] Scrip send email on create In-Reply-To: References: <49878A65.4070002@northpb.com> <4988E692.5040208@northpb.com> Message-ID: <4989DFC6.1030201@northpb.com> Jeremy Burke wrote: > I think you need 2 scrips. The scrip you have below and then another scrip to send e-mail on create to the AdminCCs. You need to make sure the Add AdminCC scrip you have below is executed before the scrip that sends to the AdminCCs. > > I'm using RT 3.8.1 and this is how I have it setup to work. The 1 at the beginning of Scrip #2's description forces this scrip to be run before scrip #1 Jeremy, Thanks for the information. This helps, but doesn't solve the problem because I'm using RT 3.4.5 which does not guarantee scrip order. Thus, an upgrade is likely to be the path I have to take. I really don't want to upgrade right now. This wiki article http://wiki.bestpractical.com/view/TransactionBatchStage covers my problem well. Does anyone have a solution for rt 3.4.5? Dan From macnlos at ti-994a.com Wed Feb 4 13:36:29 2009 From: macnlos at ti-994a.com (Macnlos) Date: Wed, 4 Feb 2009 12:36:29 -0600 Subject: [rt-users] Fetchmail issues with RT 3.8.1 Message-ID: <0F36831D-FE90-4071-A52C-EC46B1B73EEC@ti-994a.com> I've upgraded a 3.6.7 installation to 3.8.1 and I'm having troubles with fetchmail. When I run fetchmail and it passes an email off to the RT-Mailgate app I get the following errors: --------------------- Can't locate object method "decode_bodies" via package "MIME::Parser" at /opt/rt3/bin/../lib/RT/EmailParser.pm line 201. Stack: [/opt/rt3/bin/../lib/RT/EmailParser.pm:201] [/opt/rt3/bin/../lib/RT/EmailParser.pm:165] [/opt/rt3/bin/../lib/RT/EmailParser.pm:135] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] fetchmail: MDA returned nonzero status 75 --------------------- I've ran TESTDEPS and it says I'm up-to-date with everything. I went down into our Perl distribution and it looks like there are two versions of MIME::Parser installed. One of the versions has "decode_bodies" method and the other doesn't. I've moved the older one out of the path but still no go. Searched the lists and couldn't find anything either. I'm hoping someone can point me in the write direction. Thanks, C.Randolph From jpierce at cambridgeenergyalliance.org Wed Feb 4 13:44:00 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 4 Feb 2009 13:44:00 -0500 Subject: [rt-users] RTx::Tags 0.14 Message-ID: Just a quick note that 0.14 is now on PAUSE, and on its way out to CPAN mirrors near you. I consider this a rather mature release, as it now supports most things you could reasonably want including: * tag search negation/complement * optional front-page widget * per-object class (Ticket, User, what have you) breakdown of Tags * ability to only display tags for active tickets, or other statuses * persistent search expression in the simple search field Cheers! -- Cambridge Energy Alliance: Save money. Save the planet. From sartak at bestpractical.com Wed Feb 4 14:39:59 2009 From: sartak at bestpractical.com (Shawn M Moore) Date: Wed, 4 Feb 2009 14:39:59 -0500 Subject: [rt-users] Dashboard deleted but still send In-Reply-To: <75BB753482B74678AC5D6D0A0279ED60@s1nn.int> References: <75BB753482B74678AC5D6D0A0279ED60@s1nn.int> Message-ID: <20090204193959.GA10767@bestpractical.com> On Wed, Feb 04, 2009 at 01:53:11PM +0100, Alexander Bourgett wrote: > Hello all, Hi Alexander, I tried reproducing the problem but couldn't. :( > RT now started to send out this deleted dashboard daily per email and > I'm not able to stop it doing so as it does not appear in Dashboard > menu anymore. When the email script detects a missing dashboard, it alerts the user with a different email (using the 'Error: Missing dashboard' template). Then the script deletes the subscription (since the user would have no other way to disable that daily email). If the dashboard isn't showing up in the menu, either you deleted it (in which case RT should quickly stop mailing you about it) or you don't have permission to see it. If you log in as root and check its dashboards, is the rogue dashboard still there? > I tried creating a new dashboard again with the same > name as the deleted one and deleted this again. Names aren't actually used for identifying dashboards, they're just used for display. Internally, it's all id-based. :) > Now I got the following error message, which is the first error I > found in the logs regarding dashboard: > > [warning]: Unable to load dashboard 493 of subscription 494 for user root: > Failed to load dashboard 493: Couldn't find row > (/opt/rt3/sbin/rt-email-dashboards:120) You should have also gotten a single email saying that the dashboard with id 493 was missing. Did you? Are you still getting messages about the original dashboard that was created by root then deleted? > Does anybody know what went wrong? Or is this a known bug? This is the first news I've heard of this bug. I'd like to get to the bottom of it! > Thanks in advance. > > Kind regards > Alexander Bourgett Shawn From sturner at MIT.EDU Wed Feb 4 14:47:47 2009 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 04 Feb 2009 14:47:47 -0500 Subject: [rt-users] Deleting individual attachments Message-ID: We have a ticket in which several files were attached to email replies. So the file attachments are now viewable through "Download" links in the ticket history. The queue owner would like to remove the attached files while leaving the text part of the email message intact. Are there any bad consequences of using Attachment's Delete method by itself? We've used Transaction->Delete before to remove whole transactions, but we've never removed individual attachments. Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From macnlos at ti-994a.com Wed Feb 4 15:27:26 2009 From: macnlos at ti-994a.com (Macnlos) Date: Wed, 4 Feb 2009 14:27:26 -0600 Subject: [rt-users] Date issue with a Scrip Message-ID: I've got two RT systems; 1 production and 1 development instance. Each night I do a mysqldump of production and move it to development so I can work the latest version and data. Production is at 3.6.7 and Development is at 3.8.1 at the moment. I have a scrip that parses when a ticket is submitted and based on the date/time it will email a pager if it is off-hours. The scrip is running fine in production and it's been in use for over a year. But for some reason my development instance is tripping on the date/time checks. My thinking at this point is that the scrip is evaluating GMT rather than CST. I tried an RT::Logger and the hour variable is showing up as 20 (8pm) when it's should be 14 (2pm). This would confirm my suspicion about GMT. So here is the question: Did something change from 3.6.7 to 3.8.1 that would account for Scrips being processed in GMT rather than the local timezone? CR From jpierce at cambridgeenergyalliance.org Wed Feb 4 15:33:33 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 4 Feb 2009 15:33:33 -0500 Subject: [rt-users] Deleting individual attachments In-Reply-To: References: Message-ID: On Wed, Feb 4, 2009 at 14:47, Stephen Turner wrote: > We have a ticket in which several files were attached to email replies. So > the file attachments are now viewable through "Download" links in the > ticket history. The queue owner would like to remove the attached files > while leaving the text part of the email message intact. > > Are there any bad consequences of using Attachment's Delete method by > itself? We've used Transaction->Delete before to remove whole > transactions, but we've never removed individual attachments. I'm not familiar with the API you are referring to, but I've used the (built-in) RTx::Shredder to remove plenty of attachments without visible consequence. Presumably it's using the same API underneath? -- Cambridge Energy Alliance: Save money. Save the planet. From macnlos at ti-994a.com Wed Feb 4 15:33:56 2009 From: macnlos at ti-994a.com (Macnlos) Date: Wed, 4 Feb 2009 14:33:56 -0600 Subject: [rt-users] Fetchmail issues with RT 3.8.1 In-Reply-To: <0F36831D-FE90-4071-A52C-EC46B1B73EEC@ti-994a.com> References: <0F36831D-FE90-4071-A52C-EC46B1B73EEC@ti-994a.com> Message-ID: <76D8DE32-30B8-4AEB-98EE-6459A549EA2F@ti-994a.com> Never mind on this one... I had to cycle apache/mod_perl for the changes to take effect. But... that still doesn't answer why after running TESTDEPS sucessfully that I had an unresolved dependency with MIME::Parser which is part of MIME::tools. CR On Feb 4, 2009, at 12:36 PM, Macnlos wrote: > I've upgraded a 3.6.7 installation to 3.8.1 and I'm having troubles > with fetchmail. When I run fetchmail and it passes an email off to > the RT-Mailgate app I get the following errors: > > --------------------- > > Can't locate object method "decode_bodies" via package "MIME::Parser" > at /opt/rt3/bin/../lib/RT/EmailParser.pm line 201. > > Stack: > [/opt/rt3/bin/../lib/RT/EmailParser.pm:201] > [/opt/rt3/bin/../lib/RT/EmailParser.pm:165] > [/opt/rt3/bin/../lib/RT/EmailParser.pm:135] > [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] > > fetchmail: MDA returned nonzero status 75 > > --------------------- > > I've ran TESTDEPS and it says I'm up-to-date with everything. I went > down into our Perl distribution and it looks like there are two > versions of MIME::Parser installed. One of the versions has > "decode_bodies" method and the other doesn't. I've moved the older > one out of the path but still no go. > > Searched the lists and couldn't find anything either. I'm hoping > someone can point me in the write direction. > > Thanks, > C.Randolph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sturner at MIT.EDU Wed Feb 4 15:44:29 2009 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 04 Feb 2009 15:44:29 -0500 Subject: [rt-users] Deleting individual attachments In-Reply-To: References: Message-ID: On Wed, 04 Feb 2009 15:33:33 -0500, Jerrad Pierce wrote: > I'm not familiar with the API you are referring to, but I've used the > (built-in) > RTx::Shredder to remove plenty of attachments without visible > consequence. > Presumably it's using the same API underneath? > Presumably - though we're unfortunately still on 3.4 (Shredder isn't built in), and we haven't gotten around to installing Sgredder yet. Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From KFCrocker at lbl.gov Wed Feb 4 16:33:18 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Feb 2009 13:33:18 -0800 Subject: [rt-users] RT Custom Field Error Message-ID: <498A099E.7010800@lbl.gov> Hi all, I have a Custom Field that is "Select One Value". I recently added some new values and then identified them with categories. When a User updates that CF, the new value goes in, but an error message appears as "User asked for an unknown update type for custom field Work-Status for RT::Ticket object #59578". Now, some of the values are repeated, but they are in a different category. I ran some queries pulling tickets with the same values (different categories), and the results seemed to ignore the category difference and used the content only, which is what I expected and would want. So, why the error? Anyone have any info on that? Thanks. Kenn LBNL From rt at northpb.com Wed Feb 4 17:08:32 2009 From: rt at northpb.com (Dan O'Neill) Date: Wed, 04 Feb 2009 14:08:32 -0800 Subject: [rt-users] Scrip send email on create - SOLVED In-Reply-To: References: <49878A65.4070002@northpb.com> <4988E692.5040208@northpb.com> <4989DFC6.1030201@northpb.com> Message-ID: <498A11E0.4040505@northpb.com> The solution provided by Jeremy Burke was effective for RT 3.4.5. Thanks Jeremy! dan Jeremy Burke wrote: > Hi Dan, > > I should preface this by saying I'm pretty new at Perl and the whole RT thing, so I'm trying to learn as I go which is why I'm interested in your issue. > > You could try to do this using a Custom Condition that checks to see if it is during create and if it is, add the AdminCCs there. Then use the Notify AdminCCs Action. If you always want to notify AdminCCs on create, you just need to make sure the Condition always returns true whether or not an AdminCC is added by your scrip. > > Something like this maybe? > > Description: Add AdminCC and always email AdminCC > Condition: User Defined > Action: Notify AdminCCs > Template: Global template: Transaction > Custom Condition: > > # Return 0 and exit if not Create > if ($self->TransactionObj->Type ne "Create") { return 0; } > # Add AdminCC if subject match and always e-mail AdminCC > my $owner_id = $self->TicketObj->Owner; > my $requestor_email = $self->TicketObj->RequestorAddresses; > my $admincclist = $self->TicketObj->AdminCc; > my @actors = ('fred at company.com', 'wilma at company.com'); > my $user = RT::User->new($RT::SystemUser); > > if ( $self->TicketObj->Subject =~ m/Customer A/i ) { > foreach my $actor (@actors) { > $user->LoadByEmail($actor); > my $user_id = $user->Id; > my $user_email = $user->EmailAddress; > if ( $user_email ne $requestor_email ) > { > my($status, $msg) = $admincclist->AddMember($user->Id); > unless( $status ) { > $RT::Logger->warning( "can't add ticket owner as Cc : msg" ); > return 1; > } > } > } > } > > 1; > > Custom action preparation code: > Custom action cleanup code: > > Good Luck, > > Jeremy > > -----Original Message----- > From: Dan O'Neill [mailto:rt at northpb.com] > Sent: Wednesday, February 04, 2009 10:35 AM > To: Jeremy Burke > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Scrip send email on create > > Jeremy Burke wrote: >> I think you need 2 scrips. The scrip you have below and then another scrip to send e-mail on create to the AdminCCs. You need to make sure the Add AdminCC scrip you have below is executed before the scrip that sends to the AdminCCs. >> >> I'm using RT 3.8.1 and this is how I have it setup to work. The 1 at the beginning of Scrip #2's description forces this scrip to be run before scrip #1 > > Jeremy, > > Thanks for the information. This helps, but doesn't solve the problem > because I'm using RT 3.4.5 which does not guarantee scrip order. Thus, > an upgrade is likely to be the path I have to take. I really don't want > to upgrade right now. > > This wiki article > http://wiki.bestpractical.com/view/TransactionBatchStage covers my > problem well. > > Does anyone have a solution for rt 3.4.5? > > Dan From jrhett at netconsonance.com Wed Feb 4 18:12:50 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 4 Feb 2009 15:12:50 -0800 Subject: [rt-users] create a new ticket with a forward? Message-ID: For some reason I thought this would be easy, but it appears not. Let's say I get a ticket opened. I need to create a child subticket and send that to a customer/vendor who needs to address part of the issue. I need to add some text to that. Is there any easy way to do this, or am I looking at hacking the source tree to do this? The issues as I see it are: 1. Forward just forwards the original mail. It either includes the existing ticket number or not, based on a option. There's no way I can find for it to assign a new ticket number. 2. It doesn't allow me to add comments above the forwarded mail. 3. The brute force "copy all", create child ticket, "paste all" doesn't work because linefeeds are removed from the pasted text. This has to do with the lines not having both CR and Linefeed when sent to Firefox and style problems the developers say, but either way it makes copy/paste useless. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Wed Feb 4 18:47:13 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 4 Feb 2009 15:47:13 -0800 Subject: [rt-users] complete docs for ExtractSubjectTagMatch? Message-ID: <4C5A363F-374E-4F81-8BA1-7E80EF95CB8F@netconsonance.com> I'm having some trouble with ExtractSubjectTagMatch or at least I think I am. On some replies, the reply will open a brank new ticket even though the ticket tag is clearly in the subject line. I'm having trouble figuring out what is wrong. Here's an example: [Support #49] Re: [Support #48] replace "Store Credit" with "Credit" on invoices Are there complete docs on how to do this appropriately? The wiki seems quite minimal in this regard -- most of the options have no specific documentation. I'm not asking anyone to help me get it right other than by pointing me to complete docs, but if you are so inclined here is my current config: Set( $rtname, 'Support' ); Set( $RTAddressRegexp, '^(abuse-support|support|tickets|ipadmin) \@netconsonance\.com$' ); Set( $EmailSubjectTagRegex, qr/\Q(Support|Abuse)\E/i ); Set($ExtractSubjectTagMatch, qr/\[.+? #\d+\]/); Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex} ? qr/\[(?:${RT::EmailSubjectTagRegex}) #\d+\]/ : qr/\[\Q$RT::rtname\E #\d+\]/) ); -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From rob.munsch at gmail.com Wed Feb 4 20:58:33 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Wed, 4 Feb 2009 20:58:33 -0500 Subject: [rt-users] 10 Newest Unowned tickets i'm allowed to see Message-ID: <8fae230c0902041758o56bef54lbfefecdb93a72456@mail.gmail.com> Hello list, After some initial confusion, i realized that a user's "10 latest" block gets the 10 latest tickets, and THEN filters it for what queues that user is allowed to see - sometimes resulting in 4 tickets, or 1 ticket, or no tickets at all! I'm not sure how, or if i can, change this behaviour. I'd like the 10 most recent to show 10 tickets at all times - for permissions-filtering to occur before the 10 most recent are counted. Any ideas? -- /chown -R us:us /yourbase From JoopvandeWege at mococo.nl Thu Feb 5 02:51:53 2009 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 05 Feb 2009 08:51:53 +0100 Subject: [rt-users] RT Custom Field Error In-Reply-To: <498A099E.7010800@lbl.gov> References: <498A099E.7010800@lbl.gov> Message-ID: <498A9A99.4070204@mococo.nl> Kenneth Crocker wrote: > Hi all, > > > I have a Custom Field that is "Select One Value". I recently added some > new values and then identified them with categories. When a User updates > that CF, the new value goes in, but an error message appears as "User > asked for an unknown update type for custom field Work-Status for > RT::Ticket object #59578". > I think that is an known error message for rt-3.6.x and it was fixed in 3.8. It is annoying to see but I think it is not harmful. Joop From aperotti at cutaway.it Thu Feb 5 04:11:27 2009 From: aperotti at cutaway.it (Andrea Perotti) Date: Thu, 05 Feb 2009 10:11:27 +0100 Subject: [rt-users] RT Book : does it worth? Message-ID: <498AAD3F.4030707@cutaway.it> Hi guys is the book published by O'Reilly still actual or too much time has passed since 2005 and the info written there are no more updated? I've seen in changelog from 3.6 to 3.8 a big step head and reading about the idea of release 4.0 during 2009 make me even more in doubt about buying it... Have you read it? Did you find it useful, or the way RT is intended to be documented nowadays is via wiki and this ML ? Thank you for your answers and opinions. cheers -- Andrea Perotti Cutaway S.r.l. c/o Seat PagineGialle email : aperotti at cutaway.it www : http://www.cutaway.it -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3480 bytes Desc: S/MIME Cryptographic Signature URL: From elacour at easter-eggs.com Thu Feb 5 08:15:35 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 5 Feb 2009 14:15:35 +0100 Subject: [rt-users] 10 Newest Unowned tickets i'm allowed to see In-Reply-To: <8fae230c0902041758o56bef54lbfefecdb93a72456@mail.gmail.com> References: <8fae230c0902041758o56bef54lbfefecdb93a72456@mail.gmail.com> Message-ID: <20090205131534.GB21728@easter-eggs.com> On Wed, Feb 04, 2009 at 08:58:33PM -0500, Rob Munsch wrote: > Hello list, > > After some initial confusion, i realized that a user's "10 latest" > block gets the 10 latest tickets, and THEN filters it for what queues > that user is allowed to see - sometimes resulting in 4 tickets, or 1 > ticket, or no tickets at all! > > I'm not sure how, or if i can, change this behaviour. I'd like the 10 > most recent to show 10 tickets at all times - for > permissions-filtering to occur before the 10 most recent are counted. > Any ideas? > Depending on your RT version, you can try the following option: Set($UseSQLForACLChecks, 1); but read comment on it in RT_Config.pm before enabling it. From torsten.brumm at Kuehne-Nagel.com Thu Feb 5 08:37:32 2009 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 5 Feb 2009 14:37:32 +0100 Subject: [rt-users] RT Book : does it worth? In-Reply-To: <498AAD3F.4030707@cutaway.it> References: <498AAD3F.4030707@cutaway.it> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401D0EF0C@w3hamboex11.ger.win.int.kn> Hi Andrea, i remember a threat like this some months ago and again: Yes, the book is still actual! There are many changes since 2005 but the core and most of the main features are working the same way. Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Andrea Perotti Gesendet: Donnerstag, 5. Februar 2009 10:11 An: rt-users at lists.bestpractical.com Betreff: [rt-users] RT Book : does it worth? Hi guys is the book published by O'Reilly still actual or too much time has passed since 2005 and the info written there are no more updated? I've seen in changelog from 3.6 to 3.8 a big step head and reading about the idea of release 4.0 during 2009 make me even more in doubt about buying it... Have you read it? Did you find it useful, or the way RT is intended to be documented nowadays is via wiki and this ML ? Thank you for your answers and opinions. cheers -- Andrea Perotti Cutaway S.r.l. c/o Seat PagineGialle email : aperotti at cutaway.it www : http://www.cutaway.it From calvin at utilyx.com Thu Feb 5 09:30:26 2009 From: calvin at utilyx.com (Calvin Chiang) Date: Thu, 05 Feb 2009 14:30:26 +0000 Subject: [rt-users] custom reports newbie Message-ID: <498AF802.3070500@utilyx.com> Hi All, I'm a newbie to custom reports. Are there any good templates floating about to start from? or any good guides to building them? Cheers, -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com ______________________________________________________________________ "Utilyx" is the trading name of "Utilyx Limited" and "Utilyx Risk Management Limited" (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From bjoern.schulz at desy.de Thu Feb 5 09:49:20 2009 From: bjoern.schulz at desy.de (Bjoern Schulz) Date: Thu, 05 Feb 2009 15:49:20 +0100 Subject: [rt-users] Merging 2 RT systems In-Reply-To: <03D0CD3BAC1F2949B639858D2686296E02028AD9@musca.ctn.nha.co.za> References: <03D0CD3BAC1F2949B639858D2686296E02028AD9@musca.ctn.nha.co.za> Message-ID: <498AFC70.1000600@desy.de> Hi, If I remember correctly, we use RT-Extension-RT2toRT3 several years ago. Kevin programmed it. http://www.cpan.org/authors/id/F/FA/FALCONE/RT-Extension-RT2toRT3-1.26.readme Cheers, Bj?rn Bashir Jahed wrote: > Hi All, > > > > I have a request from business to merge 2 RT systems. One is RT 3.x and > the other is RT 2.x > > > > Is this possible, if yes could anyone advise on best route to take? > > > > Thanks > > > > ------------------------------------------------------------------------ > > bashir jahed > nha | enhance > > > 5 protea road | claremont | 7708 > po box 24 | newlands | 7725 > > > telephone +27 (21) 657-2574 > > > > mobile +27 (83) 414-0453 > > facsimile +27 (21) 657-2575 > > > > e-mail | messenger bashir.jahed at nha.co.za > > ------------------------------------------------------------------------ > > this message is subject to the disclaimer at > www.nha.co.za/disclaimer.asp or > disclaimer at nha.co.za > > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rob.munsch at gmail.com Thu Feb 5 10:59:13 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Thu, 5 Feb 2009 10:59:13 -0500 Subject: [rt-users] 10 Newest Unowned tickets i'm allowed to see In-Reply-To: <20090205131534.GB21728@easter-eggs.com> References: <8fae230c0902041758o56bef54lbfefecdb93a72456@mail.gmail.com> <20090205131534.GB21728@easter-eggs.com> Message-ID: <8fae230c0902050759w6adfd793t5999b8157ca08749@mail.gmail.com> On Thu, Feb 5, 2009 at 8:15 AM, Emmanuel Lacour wrote: > Depending on your RT version, you can try the following option: > > Set($UseSQLForACLChecks, 1); > > but read comment on it in RT_Config.pm before enabling it. Go not to the docs for counsel, for they will say both no and yes. "In some cases it result in performance improvements, but some setups can not handle it." Is this hardware- or memory-dependent? What are the variables in whether it improves or degrades...? At any rate, trying it now, as this sys isn't in production yet. Thanks for the pointer, i saw that option but i didn't understand what it meant at the time. -- /chown -R us:us /yourbase From rainer at ultra-secure.de Thu Feb 5 11:43:11 2009 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 05 Feb 2009 17:43:11 +0100 Subject: [rt-users] RT Book : does it worth? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401D0EF0C@w3hamboex11.ger.win.int.kn> References: <498AAD3F.4030707@cutaway.it> <16426EA38D57E74CB1DE5A6AE1DB039401D0EF0C@w3hamboex11.ger.win.int.kn> Message-ID: <498B171F.2070503@ultra-secure.de> Ham MI-ID, Torsten Brumm schrieb: > Hi Andrea, > > i remember a threat like this some months ago and again: Yes, the book is still actual! There are many changes since 2005 but the core and most of the main features are working the same way. > > Torsten > > That said, maybe "somebody" finds the time to do a follow-up that O'Reilly can sell in the form of their PDF-only "short-cuts" for 10 USD. But I guess Bestpractical makes more money by hosting trainings than through the sales of the book... Rainer From jesse at bestpractical.com Thu Feb 5 11:50:29 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Feb 2009 11:50:29 -0500 Subject: [rt-users] RT Book : does it worth? In-Reply-To: <498B171F.2070503@ultra-secure.de> References: <498AAD3F.4030707@cutaway.it> <16426EA38D57E74CB1DE5A6AE1DB039401D0EF0C@w3hamboex11.ger.win.int.kn> <498B171F.2070503@ultra-secure.de> Message-ID: <20090205165029.GA7130@17h.local> > > That said, maybe "somebody" finds the time to do a follow-up that > O'Reilly can sell in the form of their PDF-only "short-cuts" for 10 USD. > > But I guess Bestpractical makes more money by hosting trainings than > through the sales of the book... > That may be true, but has nothing to do with why I haven't been pressuring O'Reilly to do a new RT book. I'd love to see it happen - It's just not very high on the priority list...and I'd rather see a new book covering RT4 than RT 3.8. (http://wiki.bestpractical.com/view/RT4) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From rainer at ultra-secure.de Thu Feb 5 12:10:31 2009 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 05 Feb 2009 18:10:31 +0100 Subject: [rt-users] RT Book : does it worth? In-Reply-To: <20090205165029.GA7130@17h.local> References: <498AAD3F.4030707@cutaway.it> <16426EA38D57E74CB1DE5A6AE1DB039401D0EF0C@w3hamboex11.ger.win.int.kn> <498B171F.2070503@ultra-secure.de> <20090205165029.GA7130@17h.local> Message-ID: <498B1D87.2020603@ultra-secure.de> Jesse Vincent schrieb: >> That said, maybe "somebody" finds the time to do a follow-up that >> O'Reilly can sell in the form of their PDF-only "short-cuts" for 10 USD. >> >> But I guess Bestpractical makes more money by hosting trainings than >> through the sales of the book... >> >> > > That may be true, Well, it wasn't meant to sound negative. Just realistic ;-) > but has nothing to do with why I haven't been > pressuring O'Reilly to do a new RT book. Hm. I thought you wrote the book ;-) (With some others) > I'd love to see it happen - > It's just not very high on the priority list...and I'd rather see a new > book covering RT4 than RT 3.8. (http://wiki.bestpractical.com/view/RT4) > Ah, interesting read. I wish you good progress ;-) But realistically, somebody would need to start writing that book now. Like all those "Missing manual" books that are released shortly after the software hits the street. Can you make an announcement, once you have a version that can be built and run to get an idea of what it looks like? I always want to make a VM-image of RT3.8 on FreeBSD with Postgres, but I never get around doing that, either... Best Regards, Rainer From jesse at bestpractical.com Thu Feb 5 12:16:46 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Feb 2009 12:16:46 -0500 Subject: [rt-users] RT Book : does it worth? In-Reply-To: <498B1D87.2020603@ultra-secure.de> References: <498AAD3F.4030707@cutaway.it> <16426EA38D57E74CB1DE5A6AE1DB039401D0EF0C@w3hamboex11.ger.win.int.kn> <498B171F.2070503@ultra-secure.de> <20090205165029.GA7130@17h.local> <498B1D87.2020603@ultra-secure.de> Message-ID: <20090205171646.GC11161@17h.local> > Well, it wasn't meant to sound negative. Just realistic ;-) No worries. I just want to be clear that we're not intentionally holding back on docs to sell training :) > > > I'd love to see it happen - > > It's just not very high on the priority list...and I'd rather see a new > > book covering RT4 than RT 3.8. (http://wiki.bestpractical.com/view/RT4) > > > Can you make an announcement, once you have a version that can be built > and run to get an idea of what it looks like? > The first alphas will really be "look! It compiles! don't use it." We've started by gutting the internals and leaving the featureset alone. After 5+ years, it's something RT really needs. As we get toward beta, it will be more worth playing with. -j -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From ktm at rice.edu Thu Feb 5 13:21:14 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 5 Feb 2009 12:21:14 -0600 Subject: [rt-users] 10 Newest Unowned tickets i'm allowed to see In-Reply-To: <8fae230c0902050759w6adfd793t5999b8157ca08749@mail.gmail.com> References: <8fae230c0902041758o56bef54lbfefecdb93a72456@mail.gmail.com> <20090205131534.GB21728@easter-eggs.com> <8fae230c0902050759w6adfd793t5999b8157ca08749@mail.gmail.com> Message-ID: <20090205182113.GF2995@it.is.rice.edu> On Thu, Feb 05, 2009 at 10:59:13AM -0500, Rob Munsch wrote: > On Thu, Feb 5, 2009 at 8:15 AM, Emmanuel Lacour wrote: > > > Depending on your RT version, you can try the following option: > > > > Set($UseSQLForACLChecks, 1); > > > > but read comment on it in RT_Config.pm before enabling it. > > Go not to the docs for counsel, for they will say both no and yes. > "In some cases it result in performance improvements, but some setups > can not handle it." > Is this hardware- or memory-dependent? What are the variables in > whether it improves or degrades...? > > At any rate, trying it now, as this sys isn't in production yet. > Thanks for the pointer, i saw that option but i didn't understand what > it meant at the time. > I suspect that with certain backends or SearchBuilder versions, the DB plans could be umm... non-optimal for this feature. :) I am trying it here as well. Cheers, Ken From jesse at bestpractical.com Thu Feb 5 13:28:47 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Feb 2009 13:28:47 -0500 Subject: [rt-users] 10 Newest Unowned tickets i'm allowed to see In-Reply-To: <20090205182113.GF2995@it.is.rice.edu> References: <8fae230c0902041758o56bef54lbfefecdb93a72456@mail.gmail.com> <20090205131534.GB21728@easter-eggs.com> <8fae230c0902050759w6adfd793t5999b8157ca08749@mail.gmail.com> <20090205182113.GF2995@it.is.rice.edu> Message-ID: <20090205182847.GA11034@17h.local> > I suspect that with certain backends or SearchBuilder versions, the > DB plans could be umm... non-optimal for this feature. :) I am trying > it here as well. Indeed. It's still largely experimental. I'd always been fairly certain that it was "impossible", but Ruslan worked a whole bunch of magic. Feedback would be hugely appreciated. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From damon at thinkingphones.com Thu Feb 5 14:23:36 2009 From: damon at thinkingphones.com (Damon Miller) Date: Thu, 5 Feb 2009 11:23:36 -0800 Subject: [rt-users] RT 3.8.2, Postfix, and external aliases Message-ID: <4A29003103C85E46A118982CC4731B8901D3AD43@EXVBE005-2.exch005intermedia.net> Hi all. I need a little guidance on a problem I'm having with RT 3.8.2 using Postfix as the MTA. The issue is that replies are not sent from RT when an external alias is used; these messages are identified as bounces because their 'Return-Path' header is empty. Replies are sent without incident when the actual address on the RT server is used. I do not have control over the remote server's configuration (running Microsoft Exchange). I do have control over my own Postfix server. The basic configuration is as follows: helpdesk-support at provider.com -- RT's queue address (for the Support queue) support at consumer.com -- Remote alias used for convenience The support at consumer.com address points to helpdesk-support at provider.com by way of a "Distribution List" which contains only one "Contact", the target address. I'm told this is how one creates an alias on Exchange without having to create a new mailbox. When Postfix receives mail by way of the alias the headers look something like this: >From MAILER-DAEMON Wed Feb 4 14:21:39 2009 Return-Path: <> X-Original-To: testinstance-support at provider.com [etc.] I do see the original destination address further down but that's expected since the message has to originate somewhere. When Postfix receives mail sent to the actual local address, the headers are more complete: >From testaccount at gmail.com Thu Feb 5 09:36:41 2009 Return-Path: X-Original-To: helpdesk-support at provider.com I realize this may be a Postfix question but I'm just not sure where to start... My understanding is that the local delivery agent is responsible for setting the "Return-Path" and "From" headers but I assumed Postfix would do that if necessary. It is doing this for messages sent directly to addresses. The remote server is not setting these headers; I verified by sniffing the SMTP session. Any suggestions would be most appreciated. Thanks very much, Damon From jrhett at netconsonance.com Thu Feb 5 14:56:12 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 5 Feb 2009 11:56:12 -0800 Subject: [rt-users] RT 3.8.2, Postfix, and external aliases In-Reply-To: <4A29003103C85E46A118982CC4731B8901D3AD43@EXVBE005-2.exch005intermedia.net> References: <4A29003103C85E46A118982CC4731B8901D3AD43@EXVBE005-2.exch005intermedia.net> Message-ID: I don't know if postfix supports this, but Sendmail proper allows "- ba" which means that it populates the envelope sender from the From: line in the message. Adding this to the sendmailpipe invocation would solve your problem if postfix does this as well. On Feb 5, 2009, at 11:23 AM, Damon Miller wrote: > Hi all. I need a little guidance on a problem I'm having with RT > 3.8.2 > using Postfix as the MTA. > > > > The issue is that replies are not sent from RT when an external > alias is > used; these messages are identified as bounces because their > 'Return-Path' header is empty. Replies are sent without incident when > the actual address on the RT server is used. > > > > I do not have control over the remote server's configuration (running > Microsoft Exchange). I do have control over my own Postfix server. > > > > The basic configuration is as follows: > > helpdesk-support at provider.com -- RT's queue address (for the Support > queue) > > support at consumer.com -- Remote alias used for convenience > > The support at consumer.com address points to helpdesk-support at provider.com > by way of a "Distribution List" which contains only one "Contact", the > target address. I'm told this is how one creates an alias on Exchange > without having to create a new mailbox. > > > > When Postfix receives mail by way of the alias the headers look > something like this: > > From MAILER-DAEMON Wed Feb 4 14:21:39 2009 > Return-Path: <> > X-Original-To: testinstance-support at provider.com > > [etc.] > > I do see the original destination address further down but that's > expected since the message has to originate somewhere. > > > > When Postfix receives mail sent to the actual local address, the > headers > are more complete: > > From testaccount at gmail.com Thu Feb 5 09:36:41 2009 > Return-Path: > X-Original-To: helpdesk-support at provider.com > > > > I realize this may be a Postfix question but I'm just not sure where > to > start... My understanding is that the local delivery agent is > responsible for setting the "Return-Path" and "From" headers but I > assumed Postfix would do that if necessary. It is doing this for > messages sent directly to addresses. The remote server is not setting > these headers; I verified by sniffing the SMTP session. > > > > Any suggestions would be most appreciated. > > > > Thanks very much, > > Damon > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From schenkin at gmail.com Thu Feb 5 15:01:33 2009 From: schenkin at gmail.com (Sam Chenkin) Date: Thu, 5 Feb 2009 15:01:33 -0500 Subject: [rt-users] Quick hack to add "Resolved" column to Quicksearch Message-ID: <2f7527a00902051201q6231d61ch2efc7abdbf1172e@mail.gmail.com> I had a request from one of my users to add a link to view all resolved tickets to he Quicksearch block in the rt-at-a-glance. Thought someone might find this useful. Make the following change to /opt/rt3/share/html/Elements (add line 65). You can add any other status by changing that line. It ONLY affects the quicksearch. 62 foreach ( RT::Queue->ActiveStatusArray ) { 63 push @conditions, { cond => "Status = '$_'", name => loc($_) }; 64 } 65 + push @conditions, { cond => "Status = 'resolved'", name=>'resolved'}; ~Sam From damon at thinkingphones.com Thu Feb 5 15:38:18 2009 From: damon at thinkingphones.com (Damon Miller) Date: Thu, 5 Feb 2009 12:38:18 -0800 Subject: [rt-users] RT 3.8.2, Postfix, and external aliases In-Reply-To: References: <4A29003103C85E46A118982CC4731B8901D3AD43@EXVBE005-2.exch005intermedia.net> Message-ID: <4A29003103C85E46A118982CC4731B8901D3ADAF@EXVBE005-2.exch005intermedia.net> Jo, Thanks very much for your reply. I don't think Postfix's command-line 'sendmail' supports this option, unfortunately... Postfix's documentation states that the local delivery agent ('local') does prepend Return-Path and From headers but this isn't happening for me. I'll send a note to the Postfix list. Hopefully someone will provide some guidance. Thanks again, Damon -- Damon T. Miller Director of Application Services Thinking Phone Networks damon at thinkingphones.com 617-649-1388 (Office) > -----Original Message----- > From: Jo Rhett [mailto:jrhett at netconsonance.com] > Sent: Thursday, February 05, 2009 2:56 PM > To: Damon Miller > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.8.2, Postfix, and external aliases > > I don't know if postfix supports this, but Sendmail proper allows "- > ba" which means that it populates the envelope sender from the From: > line in the message. Adding this to the sendmailpipe invocation would > solve your problem if postfix does this as well. > > On Feb 5, 2009, at 11:23 AM, Damon Miller wrote: > > Hi all. I need a little guidance on a problem I'm having with RT > > 3.8.2 > > using Postfix as the MTA. > > > > > > > > The issue is that replies are not sent from RT when an external > > alias is > > used; these messages are identified as bounces because their > > 'Return-Path' header is empty. Replies are sent without incident when > > the actual address on the RT server is used. > > > > > > > > I do not have control over the remote server's configuration (running > > Microsoft Exchange). I do have control over my own Postfix server. > > > > > > > > The basic configuration is as follows: > > > > helpdesk-support at provider.com -- RT's queue address (for the Support > > queue) > > > > support at consumer.com -- Remote alias used for convenience > > > > The support at consumer.com address points to helpdesk-support at provider.com > > by way of a "Distribution List" which contains only one "Contact", the > > target address. I'm told this is how one creates an alias on Exchange > > without having to create a new mailbox. > > > > > > > > When Postfix receives mail by way of the alias the headers look > > something like this: > > > > From MAILER-DAEMON Wed Feb 4 14:21:39 2009 > > Return-Path: <> > > X-Original-To: testinstance-support at provider.com > > > > [etc.] > > > > I do see the original destination address further down but that's > > expected since the message has to originate somewhere. > > > > > > > > When Postfix receives mail sent to the actual local address, the > > headers > > are more complete: > > > > From testaccount at gmail.com Thu Feb 5 09:36:41 2009 > > Return-Path: > > X-Original-To: helpdesk-support at provider.com > > > > > > > > I realize this may be a Postfix question but I'm just not sure where > > to > > start... My understanding is that the local delivery agent is > > responsible for setting the "Return-Path" and "From" headers but I > > assumed Postfix would do that if necessary. It is doing this for > > messages sent directly to addresses. The remote server is not setting > > these headers; I verified by sniffing the SMTP session. > > > > > > > > Any suggestions would be most appreciated. > > > > > > > > Thanks very much, > > > > Damon > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > From KFCrocker at lbl.gov Thu Feb 5 15:45:32 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 05 Feb 2009 12:45:32 -0800 Subject: [rt-users] RT Time fields in days? In-Reply-To: References: <49837B73.1000307@lbl.gov> <4988CF0B.1070400@lbl.gov> Message-ID: <498B4FEC.5090004@lbl.gov> Kristian, Thanks. I'll give it a try. Kenn LBNL On 2/4/2009 2:46 AM, Kristian Davies wrote: > Not my code, but in the interest of sharing: > > local/html/Elements/SelectTimeUnits > > %# END BPS TAGGED BLOCK }}} > % my $selected = 'minutes'; > % $selected = 'hours' if $minutes > 60; > % $selected = 'days' if $minutes > 480; > > <%INIT> > $Name .= '-TimeUnits' unless $Name =~ /-TimeUnits$/io; > > <%ARGS> > $Name => '' > $minutes => '' > > > Kristian > From jesse at bestpractical.com Thu Feb 5 15:47:39 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Feb 2009 15:47:39 -0500 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: References: <20090203230646.GE9468@72-60-194-184.pools.spcsdns.net> Message-ID: <20090205204739.GJ11034@17h.local> On Tue 3.Feb'09 at 22:37:59 -0500, Isaac Vetter wrote: > > The docs for 'LogStackTrace' have been updated as follows. How do > > folks feel about the new notice? > > > > If set then logging will include stack > > traces for messages with level equal or greater than > > specified. > > > > NOTICE: Stack traces include parameters that functions or methods > > were called with. It is possible for stack trace logging to reveal sensitive > > information such as passwords and ticket content in your logs. > > Jesse, > > Since you're asking (and towards the goal of something useful coming from > this thread). :) > > I would say that, in this case, you shouldn't end a sentence with a > preposition. > > How about: > "Stack traces include the parameters of called functions." > or > "Stack traces include the parameters used within methods and functions." > or > ... I've just checked in this: NOTICE: Stack traces include parameters supplied to functions or methods. It is possible for stack trace logging to reveal sensitive information such as passwords or ticket content in your logs. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From KFCrocker at lbl.gov Thu Feb 5 15:50:19 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 05 Feb 2009 12:50:19 -0800 Subject: [rt-users] Scrip send email on create In-Reply-To: <4989DFC6.1030201@northpb.com> References: <49878A65.4070002@northpb.com> <4988E692.5040208@northpb.com> <4989DFC6.1030201@northpb.com> Message-ID: <498B510B.6000809@lbl.gov> Dan, I may be wrong, but I believe you can order the sequence of scrips by the name field. I put a 1a, 1b, 2a, 2c in front of the name of several scrips I have that run for the same transaction, but need them to run in sequence. That and setting the TransactionBatch to 1 works for me. Hope this helps. Hope this helps. Kenn LBNL On 2/4/2009 10:34 AM, Dan O'Neill wrote: > Jeremy Burke wrote: >> I think you need 2 scrips. The scrip you have below and then another scrip to send e-mail on create to the AdminCCs. You need to make sure the Add AdminCC scrip you have below is executed before the scrip that sends to the AdminCCs. >> >> I'm using RT 3.8.1 and this is how I have it setup to work. The 1 at the beginning of Scrip #2's description forces this scrip to be run before scrip #1 > > Jeremy, > > Thanks for the information. This helps, but doesn't solve the problem > because I'm using RT 3.4.5 which does not guarantee scrip order. Thus, > an upgrade is likely to be the path I have to take. I really don't want > to upgrade right now. > > This wiki article > http://wiki.bestpractical.com/view/TransactionBatchStage covers my > problem well. > > Does anyone have a solution for rt 3.4.5? > > Dan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Thu Feb 5 15:54:29 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 05 Feb 2009 12:54:29 -0800 Subject: [rt-users] FW: Quick Ticket Creation widget - how to remove it? In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FB96@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FB96@mail.sys.internal> Message-ID: <498B5205.70807@lbl.gov> Jim, I'mnot sure, but I think you have to remove that particular entry from the ATTRIBUTES Table for each user that has selected the feature on their home page (3.6+). Also, you need to remove it from the RT_SiteConfig.pm file. I removed it from mine - "Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders RefreshHomepage)]);". Hope this helps. Kenn LBNL On 2/4/2009 6:53 AM, Jim Tambling wrote: > That only removes it from the layout of the user that's logged in. I > want to remove it from everyone's layout. > > Jim > > -----Original Message----- > From: Jeff Voskamp [mailto:javoskam at uwaterloo.ca] > Sent: 04 February 2009 14:49 > To: Jim Tambling > Subject: Re: [rt-users] Quick Ticket Creation widget - how to remove it? > > Jim Tambling wrote: >> As per the subject, fairly new to RT but I have looked everywhere and >> can't find a simple way to do it. >> >> Regards >> > Configuration->Global-RT at a Glance and pull it from the layout. > > Jeff > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rob.munsch at gmail.com Thu Feb 5 17:02:07 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Thu, 5 Feb 2009 17:02:07 -0500 Subject: [rt-users] Security risk! Passwords can be compromised! In-Reply-To: <20090205204739.GJ11034@17h.local> References: <20090203230646.GE9468@72-60-194-184.pools.spcsdns.net> <20090205204739.GJ11034@17h.local> Message-ID: <8fae230c0902051402k675b8651scd3798c8939724b9@mail.gmail.com> On Thu, Feb 5, 2009 at 3:47 PM, Jesse Vincent wrote: > > > > On Tue 3.Feb'09 at 22:37:59 -0500, Isaac Vetter wrote: >> > The docs for 'LogStackTrace' have been updated as follows. How do >> > folks feel about the new notice? >> > >> > If set then logging will include stack >> > traces for messages with level equal or greater than >> > specified. >> > >> > NOTICE: Stack traces include parameters that functions or methods >> > were called with. It is possible for stack trace logging to reveal sensitive >> > information such as passwords and ticket content in your logs. >> >> Jesse, >> >> Since you're asking (and towards the goal of something useful coming from >> this thread). :) >> >> I would say that, in this case, you shouldn't end a sentence with a >> preposition. >> >> How about: >> "Stack traces include the parameters of called functions." >> or >> "Stack traces include the parameters used within methods and functions." >> or >> ... > > I've just checked in this: > > NOTICE: Stack traces include parameters supplied to functions or > methods. It is possible for stack trace logging to reveal sensitive > information such as passwords or ticket content in your logs. That sounds perfect. Once i was done testing ExternalAuth, i turned off stack traces then manually blew away those sections of the logs that contained the passwords anyway, just to keep in paranoia practice. -- /chown -R us:us /yourbase From rob.munsch at gmail.com Thu Feb 5 17:07:40 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Thu, 5 Feb 2009 17:07:40 -0500 Subject: [rt-users] FW: Quick Ticket Creation widget - how to remove it? In-Reply-To: <498B5205.70807@lbl.gov> References: <72D9E13A8FC8994794D448E91198AE070133FB96@mail.sys.internal> <498B5205.70807@lbl.gov> Message-ID: <8fae230c0902051407n546ff6c4t3472f121bfde4092@mail.gmail.com> On Thu, Feb 5, 2009 at 3:54 PM, Kenneth Crocker wrote: > Jim, > > I'mnot sure, but I think you have to remove that particular entry from > the ATTRIBUTES Table for each user that has selected the feature on > their home page (3.6+). Also, you need to remove it from the > RT_SiteConfig.pm file. I removed it from mine - > "Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders > RefreshHomepage)]);". Hope this helps. > > > Kenn > LBNL > > On 2/4/2009 6:53 AM, Jim Tambling wrote: >> That only removes it from the layout of the user that's logged in. I >> want to remove it from everyone's layout. >> >> Jim >> >> -----Original Message----- >> From: Jeff Voskamp [mailto:javoskam at uwaterloo.ca] >> Sent: 04 February 2009 14:49 >> To: Jim Tambling >> Subject: Re: [rt-users] Quick Ticket Creation widget - how to remove it? >> >> Jim Tambling wrote: >>> As per the subject, fairly new to RT but I have looked everywhere and >>> can't find a simple way to do it. >>> >>> Regards >>> >> Configuration->Global-RT at a Glance and pull it from the layout. >> >> Jeff When logged in as root, Global -> RT at a glance - which describes itself as altering "the default view" - lets me remove QuickCreate. Logging out as root and back in as a normal (privileged, in a group) user no longer has the QuickCreate widget in my At A Glance, indicating that it does indeed modify the default view for all users. The user as far as i can tell does not have permissions to add it back. This is in 3.8.2, if that matters. -- /chown -R us:us /yourbase From stuart.browne at ausregistry.com.au Thu Feb 5 19:16:20 2009 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Fri, 6 Feb 2009 11:16:20 +1100 Subject: [rt-users] FW: 3.8.1 - New upgrade slow on 'New Search click Message-ID: <8CEF048B9EC83748B1517DC64EA130FB18F130DD4E@off-win2003-01.ausregistrygroup.local> I sent this through a while ago, but got no responses. Anybody know what can help with this slow 'Search page' coming up issue? I've since seen a few other people mention the issue, but no response there either.. Anybody? Stuart -----Original Message----- From: Stuart Browne Sent: Thursday, 4 December 2008 12:06 To: 'rt-users at lists.bestpractical.com' Subject: 3.8.1 - New upgrade slow on 'New Search click Hi, After doing a 3.8.1 upgrade (install into new directory, upgrade db from 3.6.5), clicking on 'Tickets' / 'New Search' causes a 10-15 second pause. Digging through the active queries when that occurs shows the following query: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName = 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) ORDER BY main.Name ASC Eww. Anyway. The explain on this shows: *************************** 1. row *************************** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 65 Extra: Using where; Using temporary; Using filesort *************************** 2. row *************************** id: 1 select_type: SIMPLE table: Principals_1 type: eq_ref possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: rt3.main.id rows: 1 Extra: Using where; Distinct *************************** 3. row *************************** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,CachedGroupMembers3 key: CachedGroupMembers3 key_len: 5 ref: rt3.Principals_1.id rows: 1 Extra: Using where; Distinct *************************** 4. row *************************** id: 1 select_type: SIMPLE table: ACL_4 type: range possible_keys: ACL1 key: ACL1 key_len: 54 ref: NULL rows: 82 Extra: Using where; Using index; Distinct *************************** 5. row *************************** id: 1 select_type: SIMPLE table: Groups_3 type: eq_ref possible_keys: PRIMARY,Groups1,Groups2 key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.GroupId rows: 1 Extra: Using where; Distinct Using google, two possible matches were found. - One of the queues has a 'Group Right' allowing 'Everyone' to 'Own Ticket'. I have gone through all our queues, found one queue with this permission. Removed the permission, issue still persists. I've even gone through and verified disabled queue's group rights. - The explain shows 'Using filesort' and the 'tmp_table_size' should be increased. Changing this to 4 times the default has had no effect. This coupled with the fact that our DB isn't that big. So, I was wondering if anybody else was experiencing this pause, and preferably if anybody knows what's causing it so I can fix it. Thanks Stuart J. Browne From ruslan.zakirov at gmail.com Thu Feb 5 22:44:14 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 6 Feb 2009 06:44:14 +0300 Subject: [rt-users] 10 Newest Unowned tickets i'm allowed to see In-Reply-To: <8fae230c0902050759w6adfd793t5999b8157ca08749@mail.gmail.com> References: <8fae230c0902041758o56bef54lbfefecdb93a72456@mail.gmail.com> <20090205131534.GB21728@easter-eggs.com> <8fae230c0902050759w6adfd793t5999b8157ca08749@mail.gmail.com> Message-ID: <589c94400902051944k68ea02cama33aac9ae5404812@mail.gmail.com> DB and setup dependent. ACL checks in RT are painful for all DBs, however these days we at least know how to cook old queries and there are a lot of knowledge on the web. This new feature changes balance. New queries may need new indexes, new execution paths may need new optimizations and bug fixes and... On Thu, Feb 5, 2009 at 6:59 PM, Rob Munsch wrote: > On Thu, Feb 5, 2009 at 8:15 AM, Emmanuel Lacour wrote: > >> Depending on your RT version, you can try the following option: >> >> Set($UseSQLForACLChecks, 1); >> >> but read comment on it in RT_Config.pm before enabling it. > > Go not to the docs for counsel, for they will say both no and yes. > "In some cases it result in performance improvements, but some setups > can not handle it." > Is this hardware- or memory-dependent? What are the variables in > whether it improves or degrades...? > > At any rate, trying it now, as this sys isn't in production yet. > Thanks for the pointer, i saw that option but i didn't understand what > it meant at the time. > > -- > /chown -R us:us /yourbase > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tbskyd at gmail.com Fri Feb 6 04:17:45 2009 From: tbskyd at gmail.com (d tbsky) Date: Fri, 6 Feb 2009 17:17:45 +0800 Subject: [rt-users] selectowner right? Message-ID: <49002b820902060117h354762a9u1f96abcbc459e231@mail.gmail.com> hi: i have a queue which has rights below for user-group: CreateTicket SeeQueue ShowTicket and there is admin-group which has all the rights for the queue. when user creates a ticket, he can use the "owner" drop down list to see the admin-group users and assign owner. i don't want user-group to do this. can i prevent them seeing the "owner" list (or only see nobody in the list)? i hope user-group can only create ticket, not assign the owner. can this be done? thanks for help!! Regards, tbskyd From sven.sternberger at desy.de Fri Feb 6 04:17:55 2009 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 06 Feb 2009 10:17:55 +0100 Subject: [rt-users] RT Book : does it worth? In-Reply-To: <498B171F.2070503@ultra-secure.de> References: <498AAD3F.4030707@cutaway.it> <16426EA38D57E74CB1DE5A6AE1DB039401D0EF0C@w3hamboex11.ger.win.int.kn> <498B171F.2070503@ultra-secure.de> Message-ID: <1233911875.6694.17.camel@pcx4546.desy.de> Hello Andrea! We bought the book, it is not the ultimative guide to set up a working ticket infrastructure. But it gives you some ideas how RT works, some nice examples. And it costs 30 bucks, and if it saves you 1 hour it is a good buy. The difference between 3.6 and 3.8 are marginal It is more or less only on the WebInterface (and you can still configure 3.8 to look like 3.6). But I think a really good book which gives you an idea about how to set up ticket infrastructures in complex and/or large environments would be helpful It should not only handle the technical part but also how to organize your queues. For this kind of information I think I would spend more than 30 bucks. regards sven On Do, 2009-02-05 at 17:43 +0100, Rainer Duffner wrote: > Ham MI-ID, Torsten Brumm schrieb: > > Hi Andrea, > > > > i remember a threat like this some months ago and again: Yes, the book is still actual! There are many changes since 2005 but the core and most of the main features are working the same way. > > > > Torsten > > > > > > > That said, maybe "somebody" finds the time to do a follow-up that > O'Reilly can sell in the form of their PDF-only "short-cuts" for 10 USD. > > But I guess Bestpractical makes more money by hosting trainings than > through the sales of the book... > > > > Rainer > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From r.m.guerrero at usit.uio.no Fri Feb 6 05:01:31 2009 From: r.m.guerrero at usit.uio.no (Rafael Martinez) Date: Fri, 06 Feb 2009 11:01:31 +0100 Subject: [rt-users] RT full text indexing with PostgreSQL In-Reply-To: <20090203234513.GR2995@it.is.rice.edu> References: <20090203234513.GR2995@it.is.rice.edu> Message-ID: <498C0A7B.9050206@usit.uio.no> Kenneth Marshall wrote: > On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote: >>> I just updated the PostgreSQLFullText pages on the wiki with >>> the triggers to keep the parsed document columns updated whenever >>> there is a change to the dependent columns. >>> Hello Kenneth First of all thank you for this work. We have been waiting for this for a long time but the work we thought had to be done with the RT-code has stopped us to implement full text search. After a close check of the wiki page: http://wiki.bestpractical.com/view/PostgreSQLFullText .... I think that the patch of DBIx::SearchBuilder is not 100% complete/correct. All lines has the '-' (minus) symbol. I suppose that at least some of them should be '+' and not '-'? This is a tiny patch, would not be an idea to implement this in RT-core functionality, maybe with some config parameters that activate/deactivate full text search (when using postgresql/oracle, etc) . regards -- Rafael Martinez, Center for Information Technology Services University of Oslo, Norway PGP Public Key: http://folk.uio.no/rafael/ From bashir.jahed at nha.co.za Fri Feb 6 05:14:35 2009 From: bashir.jahed at nha.co.za (Bashir Jahed) Date: Fri, 6 Feb 2009 12:14:35 +0200 Subject: [rt-users] View User - Dissallow tickets from being assisgned Message-ID: <03D0CD3BAC1F2949B639858D2686296E020611B6@musca.ctn.nha.co.za> Hi All, Is there a way in RT to disallow tickets from being assigned to a specific user? Bash ________________________________ bashir jahed nha | enhance 5 protea road | claremont | 7708 po box 24 | newlands | 7725 telephone +27 (21) 657-2574 mobile +27 (83) 414-0453 facsimile +27 (21) 657-2575 e-mail | messenger bashir.jahed at nha.co.za ________________________________ this message is subject to the disclaimer at www.nha.co.za/disclaimer.asp or disclaimer at nha.co.za -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri Feb 6 08:43:07 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 06 Feb 2009 08:43:07 -0500 Subject: [rt-users] FW: Quick Ticket Creation widget - how to remove it? In-Reply-To: <8fae230c0902051407n546ff6c4t3472f121bfde4092@mail.gmail.com> References: <72D9E13A8FC8994794D448E91198AE070133FB96@mail.sys.internal> <498B5205.70807@lbl.gov> <8fae230c0902051407n546ff6c4t3472f121bfde4092@mail.gmail.com> Message-ID: <498C3E6B.5000502@ucrwcu.rwc.uc.edu> Rob Munsch wrote: > On Thu, Feb 5, 2009 at 3:54 PM, Kenneth Crocker wrote: > >> Jim, >> >> I'mnot sure, but I think you have to remove that particular entry from >> the ATTRIBUTES Table for each user that has selected the feature on >> their home page (3.6+). Also, you need to remove it from the >> RT_SiteConfig.pm file. I removed it from mine - >> "Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders >> RefreshHomepage)]);". Hope this helps. >> >> >> Kenn >> LBNL >> This will work for anyone who has not customized they At A Glance yet, but I don't know of a way to remove it if someone has, since the layout is stored as a serialized hash in the database. In a pinch I suppose you could remove that file, but that may stop their home page from loading... D -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From ktm at rice.edu Fri Feb 6 08:44:25 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 6 Feb 2009 07:44:25 -0600 Subject: [rt-users] RT full text indexing with PostgreSQL In-Reply-To: <498C0A7B.9050206@usit.uio.no> References: <20090203234513.GR2995@it.is.rice.edu> <498C0A7B.9050206@usit.uio.no> Message-ID: <20090206134425.GG2995@it.is.rice.edu> On Fri, Feb 06, 2009 at 11:01:31AM +0100, Rafael Martinez wrote: > Kenneth Marshall wrote: > > On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote: > >>> I just updated the PostgreSQLFullText pages on the wiki with > >>> the triggers to keep the parsed document columns updated whenever > >>> there is a change to the dependent columns. > >>> > > Hello Kenneth > > First of all thank you for this work. We have been waiting for this for > a long time but the work we thought had to be done with the RT-code has > stopped us to implement full text search. > > After a close check of the wiki page: > http://wiki.bestpractical.com/view/PostgreSQLFullText .... > > I think that the patch of DBIx::SearchBuilder is not 100% > complete/correct. All lines has the '-' (minus) symbol. I suppose that > at least some of them should be '+' and not '-'? > > This is a tiny patch, would not be an idea to implement this in RT-core > functionality, maybe with some config parameters that > activate/deactivate full text search (when using postgresql/oracle, etc) . > > regards > -- > Rafael Martinez, > Center for Information Technology Services > University of Oslo, Norway > > PGP Public Key: http://folk.uio.no/rafael/ > Rafael, The diff I posted was to go from the FULLTEXT patch to the original one. I agree that it would make more sense to go the other way. I have updated the page. I do think that having it as an option in RT-core would be nice. I know for PostgreSQL versions 8.3 and higher, you can use the patch by default since FULLTEXT indexing comes with the database as a standard feature. PostgreSQL will simply convert the attachment field automatically using to_tsvector() on the fly so it will just work as is. Of course creating the needed index will greatly improve the performance. I do not know if OracleText has the same fallback in the absence of the FULLTEXT setup and index. I suspect that run-time tests for a configuration option would be needed. Cheers, Ken From ktm at rice.edu Fri Feb 6 08:46:41 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 6 Feb 2009 07:46:41 -0600 Subject: [rt-users] RT full text indexing with PostgreSQL In-Reply-To: <20090206134425.GG2995@it.is.rice.edu> References: <20090203234513.GR2995@it.is.rice.edu> <498C0A7B.9050206@usit.uio.no> <20090206134425.GG2995@it.is.rice.edu> Message-ID: <20090206134641.GH2995@it.is.rice.edu> On Fri, Feb 06, 2009 at 07:44:25AM -0600, Kenneth Marshall wrote: > On Fri, Feb 06, 2009 at 11:01:31AM +0100, Rafael Martinez wrote: > > Kenneth Marshall wrote: > > > On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote: > > >>> I just updated the PostgreSQLFullText pages on the wiki with > > >>> the triggers to keep the parsed document columns updated whenever > > >>> there is a change to the dependent columns. > > >>> > > > > Hello Kenneth > > > > First of all thank you for this work. We have been waiting for this for > > a long time but the work we thought had to be done with the RT-code has > > stopped us to implement full text search. > > > > After a close check of the wiki page: > > http://wiki.bestpractical.com/view/PostgreSQLFullText .... > > > > I think that the patch of DBIx::SearchBuilder is not 100% > > complete/correct. All lines has the '-' (minus) symbol. I suppose that > > at least some of them should be '+' and not '-'? > > > > This is a tiny patch, would not be an idea to implement this in RT-core > > functionality, maybe with some config parameters that > > activate/deactivate full text search (when using postgresql/oracle, etc) . > > > > regards > > -- > > Rafael Martinez, > > Center for Information Technology Services > > University of Oslo, Norway > > > > PGP Public Key: http://folk.uio.no/rafael/ > > > > Rafael, > > The diff I posted was to go from the FULLTEXT patch to the > original one. I agree that it would make more sense to go the > other way. I have updated the page. I do think that having it > as an option in RT-core would be nice. I know for PostgreSQL > versions 8.3 and higher, you can use the patch by default since > FULLTEXT indexing comes with the database as a standard feature. > PostgreSQL will simply convert the attachment field automatically > using to_tsvector() on the fly so it will just work as is. Of > course creating the needed index will greatly improve the performance. > I do not know if OracleText has the same fallback in the absence of > the FULLTEXT setup and index. I suspect that run-time tests for > a configuration option would be needed. > > Cheers, > Ken Sorry about this post. It applied to the version that did not use an additional column to store the processed attachments/largecontent not the one I posted. Ken From rfh at vialtus.com Fri Feb 6 12:03:09 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Fri, 06 Feb 2009 17:03:09 +0000 Subject: [rt-users] Group and Users CF Missing Tab (a bug or deliberate) Message-ID: <498C6D4D.3070501@vialtus.com> Hi; I am running (still) version 3.6.2 and noticed a while ago that the Tab(link) for custom fields is missing from both the Admin/Users and Admin/Groups ? And added the link to appropriate Admin/Element/xTabs Today I was browsing a 3.8 demo on http://rt.easter-eggs.org/demos/stable , and noticed these links still missing, so I am starting to wonder if these are left out for a reason ! if there is a reason can I ask why? Thanks; Roy -- From Gabriele.Franzini at nervianoms.com Fri Feb 6 09:04:09 2009 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Fri, 6 Feb 2009 15:04:09 +0100 Subject: [rt-users] Prevent status change? References: Message-ID: <20090206175245.3CD7D4DCED8@diesel.bestpractical.com> Hello, We are trying the approach of making a local SelectStatus element, so that it filters which statuses to display in the dropdown box on the basis of the current one: [...] %foreach my $status (@status) { %next if ($SkipDeleted && $status eq 'deleted'); ==> example conditions: %next if (($Default =~ /new/) && ($status ne 'new')); %next if (($DefaultLabel =~ /new/) && ($status ne 'open' && $status ne 'stalled' && $status ne 'new')); %next if (($DefaultLabel =~ /open/) && ($status ne 'stalled' && $status ne 'resolved' && $status ne 'open')); %next if (($DefaultLabel =~ /resolved/) && ($status ne 'open' && $status ne 'archived' && $status ne 'resolved')); [...] % } [...] The current status would not be the only factor to determine possible next ones, but at least we can prevent obvious errors, like going back from 'open' to 'new'. So far it seems to be working, HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Italy tel +39 0331581477 fax +39 0331581456 ---------------------------------------------------------------------- > Message: 1 > Date: Thu, 29 Jan 2009 18:29:43 +0100 > From: Yves-Alexis Perez > Subject: [rt-users] Prevent status change? > To: RT-Users at lists.bestpractical.com > Message-ID: <1233250184.13586.20.camel at miria> > Content-Type: text/plain; charset=UTF-8 > > Hi, > > I would like to ask if it sounds possible to implement some kind of basic > workflows in RT (3.8), especially preventing some status changes. > > We are currently designing a hotline/helpdesk, and we need some people not > to be able to change the status of some tickets. Because the workflow we > want to implement say it's not possible to go from open to resolved > directly, or stuff like that. > > Basically, I'd like to be able to configure RT and tell it which transitions > are authorized and which ones aren't, but it doesn't seem possible atm. [...] From jrhett at netconsonance.com Fri Feb 6 13:27:03 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 6 Feb 2009 10:27:03 -0800 Subject: [rt-users] person "time off" or "offline" ability? Message-ID: I haven't seen even a suggestion of this in the documentation, but I figured I'd ask before assuming. Is there any ability for a person to become 'offline' for a bit? Motive: a person is set up to be a Watcher of dozens of tickets and/ or queues. Person goes on vacation and doesn't want all this e-mail. Without going to find every queue and ticket they are watching, we'd like to 'disable' e-mail to the person for a period of time. Likewise we could use the same feature for NOC shift workers... I don't much care about implementation. Hours worked, disable status, etc. Just give me some function to do this ;-) Better yet if the person can do it for themselves. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Fri Feb 6 13:29:25 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Feb 2009 13:29:25 -0500 Subject: [rt-users] person "time off" or "offline" ability? In-Reply-To: References: Message-ID: <20090206182925.GI4075@bestpractical.com> On Fri, Feb 06, 2009 at 10:27:03AM -0800, Jo Rhett wrote: > I haven't seen even a suggestion of this in the documentation, but I > figured I'd ask before assuming. Is there any ability for a person to > become 'offline' for a bit? > > Motive: a person is set up to be a Watcher of dozens of tickets and/ > or queues. Person goes on vacation and doesn't want all this e-mail. > Without going to find every queue and ticket they are watching, we'd > like to 'disable' e-mail to the person for a period of time. Preferences -> Settings -> Email Delivery > > Likewise we could use the same feature for NOC shift workers... > > I don't much care about implementation. Hours worked, disable status, > etc. Just give me some function to do this ;-) Better yet if the > person can do it for themselves. > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From KFCrocker at lbl.gov Fri Feb 6 14:02:48 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Feb 2009 11:02:48 -0800 Subject: [rt-users] selectowner right? In-Reply-To: <49002b820902060117h354762a9u1f96abcbc459e231@mail.gmail.com> References: <49002b820902060117h354762a9u1f96abcbc459e231@mail.gmail.com> Message-ID: <498C8958.10706@lbl.gov> dtbsky, I'm not sure if you can stop them from seeing the drop-down without a change to the basic RT code. However, you can "re-set" the owner to "Nobody" with a "on-create" scrip. That will at least "undo" what they did. Hope this helps. Kenn LBNL On 2/6/2009 1:17 AM, d tbsky wrote: > hi: > i have a queue which has rights below for user-group: > > CreateTicket > SeeQueue > ShowTicket > > and there is admin-group which has all the rights for the queue. > > when user creates a ticket, he can use the "owner" drop down list > to see the admin-group users and assign owner. i don't want user-group > to do this. can i prevent them seeing the "owner" list (or only see > nobody in the list)? i hope user-group can only create ticket, not > assign the owner. can this be done? > > thanks for help!! > > Regards, > tbskyd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Feb 6 14:09:42 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Feb 2009 11:09:42 -0800 Subject: [rt-users] Group and Users CF Missing Tab (a bug or deliberate) In-Reply-To: <498C6D4D.3070501@vialtus.com> References: <498C6D4D.3070501@vialtus.com> Message-ID: <498C8AF6.3000703@lbl.gov> Raed, Are talking about being able to navigate to Custom Fields from Configuration? Kenn LBNL On 2/6/2009 9:03 AM, Raed El-Hames wrote: > Hi; > > I am running (still) version 3.6.2 and noticed a while ago that the > Tab(link) for custom fields is missing from both the Admin/Users and > Admin/Groups ? > And added the link to appropriate Admin/Element/xTabs > > Today I was browsing a 3.8 demo on > http://rt.easter-eggs.org/demos/stable , and noticed these links still > missing, so I am starting to wonder if these are left out for a reason ! > if there is a reason can I ask why? > > Thanks; > Roy > From KFCrocker at lbl.gov Fri Feb 6 14:35:14 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Feb 2009 11:35:14 -0800 Subject: [rt-users] Questions on installing CommandByEmail Message-ID: <498C90F2.2090803@lbl.gov> To all, I'm about to install the "CommandByEmail" extension and I am on 3.6.4. I have a couple questions: 1) Can I use the latest version with 3.6.4? 2) When I go to Tools->Offline I see what appears to be a form for creating a ticket. Is this the basic format to be used by those users that want to use "CommandByEmail" to create/modify ticket via Email? I know these questions may seem trite, but I haven't had any experience installing this stuff. Most of my time has been using it and we did not set our RT session up to use this extension. Thank you. Kenn LBNL From lgrella at acquiremedia.com Fri Feb 6 15:33:40 2009 From: lgrella at acquiremedia.com (Laura Grella) Date: Fri, 6 Feb 2009 12:33:40 -0800 (PST) Subject: [rt-users] Custom field not mandatory in all queues Message-ID: <21880139.post@talk.nabble.com> Is there a way to make a custom field mandatory in 3 queues, but not mandatory in a 4th queue? Thanks, Laura -- View this message in context: http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880139.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From macnlos at ti-994a.com Fri Feb 6 15:42:12 2009 From: macnlos at ti-994a.com (Macnlos) Date: Fri, 6 Feb 2009 14:42:12 -0600 Subject: [rt-users] Date issue with a Scrip In-Reply-To: References: Message-ID: I'm been plugging away on this but no solution as of yet. Any thoughts? CR On Feb 4, 2009, at 2:27 PM, Macnlos wrote: > I've got two RT systems; 1 production and 1 development instance. > Each night I do a mysqldump of production and move it to development > so I can work the latest version and data. Production is at 3.6.7 and > Development is at 3.8.1 at the moment. > > I have a scrip that parses when a ticket is submitted and based on the > date/time it will email a pager if it is off-hours. The scrip is > running fine in production and it's been in use for over a year. But > for some reason my development instance is tripping on the date/time > checks. > > My thinking at this point is that the scrip is evaluating GMT rather > than CST. I tried an RT::Logger and the hour variable is showing up > as 20 (8pm) when it's should be 14 (2pm). This would confirm my > suspicion about GMT. So here is the question: > > Did something change from 3.6.7 to 3.8.1 that would account for Scrips > being processed in GMT rather than the local timezone? > > CR > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Feb 6 16:25:24 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Feb 2009 13:25:24 -0800 Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <21880139.post@talk.nabble.com> References: <21880139.post@talk.nabble.com> Message-ID: <498CAAC4.1040206@lbl.gov> Laura, I'm only on 3.6.4 so my comment may be out of date. I don't think that's possible in configuration. If a CF is set up to be mandatory, then whenever it is applied to a queue, those tickets will require an entry. What you can do is remove the "Mandatory" setting and then write a scrip for the queues you want it to be mandatory in and do a return 0 when checking it against the desired transactions and it is empty. Hope this helps. Kenn LBNL On 2/6/2009 12:33 PM, Laura Grella wrote: > Is there a way to make a custom field mandatory in 3 queues, but not > mandatory in a 4th queue? > > Thanks, > Laura From lgrella at acquiremedia.com Fri Feb 6 16:30:17 2009 From: lgrella at acquiremedia.com (Laura Grella) Date: Fri, 6 Feb 2009 13:30:17 -0800 (PST) Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <498CAAC4.1040206@lbl.gov> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> Message-ID: <21880998.post@talk.nabble.com> Thanks Kenn, It has been at least 6 months since I have done any scrip coding and was wondering if you had any sample code that would check the field and return 0 when empty? I'd really appreciate it. Thanks, Laura Kenneth Crocker wrote: > > Laura, > > I'm only on 3.6.4 so my comment may be out of date. I don't think > that's possible in configuration. If a CF is set up to be mandatory, > then whenever it is applied to a queue, those tickets will require an > entry. What you can do is remove the "Mandatory" setting and then write > a scrip for the queues you want it to be mandatory in and do a return 0 > when checking it against the desired transactions and it is empty. Hope > this helps. > > > Kenn > LBNL > > On 2/6/2009 12:33 PM, Laura Grella wrote: >> Is there a way to make a custom field mandatory in 3 queues, but not >> mandatory in a 4th queue? >> >> Thanks, >> Laura > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From macnlos at ti-994a.com Fri Feb 6 16:47:56 2009 From: macnlos at ti-994a.com (Macnlos) Date: Fri, 6 Feb 2009 15:47:56 -0600 Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <21880998.post@talk.nabble.com> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> <21880998.post@talk.nabble.com> Message-ID: This is a code example where I'm checking to see if a CustomField called "Application" has a value in it. If it doesn't then the cleanup code changes the status back to OPEN and add a comment to the ticket stating it was missing a value. The Custom Action code has to handle that an update may involve multiple transactions and you have to look at each transaction to if one of them is going to update that field. Hope that helps, CR ------------------------------- CONDITION: On Resolve ------------------------------- ACTION: User Defined ------------------------------- STAGE: TransactionBatch ------------------------------- #CUSTOM ACTION PREPARATION ### See if there is a Transaction modifying Application field my @batch= @{ $self->TicketObj->TransactionBatch }; foreach my $txn ( @batch ) { my $txnType = $txn->Type; my $txnDesc = $txn->Description; if ($txnType eq 'CustomField') { if ($txnDesc =~ /^Application/) { return 0; # There is a transaction updating Application so don't run } } } ### Get the Application value my $CFV = $self->TicketObj->FirstCustomFieldValue('Application'); ### Choose whether to run script if ($CFV) { return 0; # There is a value so don't execute scrip } if ($self->TicketObj->QueueObj->Name eq 'Server') { return 0; # Skipping the Server queue } else { return 1; # There isn't a value so execute scrip } return 0; ------------------------------- #CUSTOM ACTION CLEANUP ### Set ticket status to open my ($status, $msg) = $self->TicketObj->SetStatus( 'open' ); unless( $status ) { $RT::Logger->error( "ERROR - NoApplication SCRIP: $msg" ); return undef; } ### Add a comment to the ticket $self->TicketObj->Comment( Content => 'Missing Custom Field Value - Application! - Status has been changed to OPEN'); return 1; ------------------------------- On Feb 6, 2009, at 3:30 PM, Laura Grella wrote: > > Thanks Kenn, > > It has been at least 6 months since I have done any scrip coding and > was > wondering if you had any sample code that would check the field and > return 0 > when empty? I'd really appreciate it. > > Thanks, > Laura > > Kenneth Crocker wrote: >> >> Laura, >> >> I'm only on 3.6.4 so my comment may be out of date. I don't think >> that's possible in configuration. If a CF is set up to be mandatory, >> then whenever it is applied to a queue, those tickets will require an >> entry. What you can do is remove the "Mandatory" setting and then >> write >> a scrip for the queues you want it to be mandatory in and do a >> return 0 >> when checking it against the desired transactions and it is empty. >> Hope >> this helps. >> >> >> Kenn >> LBNL >> >> On 2/6/2009 12:33 PM, Laura Grella wrote: >>> Is there a way to make a custom field mandatory in 3 queues, but not >>> mandatory in a 4th queue? >>> >>> Thanks, >>> Laura >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > -- > View this message in context: http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html > Sent from the Request Tracker - User mailing list archive at > Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Feb 6 16:49:11 2009 From: todd at chaka.net (Todd Chapman) Date: Fri, 6 Feb 2009 16:49:11 -0500 Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <21880998.post@talk.nabble.com> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> <21880998.post@talk.nabble.com> Message-ID: <519782dc0902061349r2f9783e7l8e546f4f5fb1772d@mail.gmail.com> It would be easier to make two CFs with the same name. Make it mandatory in one and apply it to 3 queues. The other gets applied to the fourth queue. On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella wrote: > > Thanks Kenn, > > It has been at least 6 months since I have done any scrip coding and was > wondering if you had any sample code that would check the field and return > 0 > when empty? I'd really appreciate it. > > Thanks, > Laura > > Kenneth Crocker wrote: > > > > Laura, > > > > I'm only on 3.6.4 so my comment may be out of date. I don't think > > that's possible in configuration. If a CF is set up to be mandatory, > > then whenever it is applied to a queue, those tickets will require an > > entry. What you can do is remove the "Mandatory" setting and then write > > a scrip for the queues you want it to be mandatory in and do a return 0 > > when checking it against the desired transactions and it is empty. Hope > > this helps. > > > > > > Kenn > > LBNL > > > > On 2/6/2009 12:33 PM, Laura Grella wrote: > >> Is there a way to make a custom field mandatory in 3 queues, but not > >> mandatory in a 4th queue? > >> > >> Thanks, > >> Laura > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > View this message in context: > http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kroshka at atypon.com Fri Feb 6 16:20:26 2009 From: kroshka at atypon.com (Jeroen van Aart) Date: Fri, 06 Feb 2009 13:20:26 -0800 Subject: [rt-users] login problem Message-ID: <498CA99A.90609@atypon.com> Hello, I installed rt 3.8.2 from source on Debian Lenny, using mysql (Ver 14.12 Distrib 5.0.51a, for debian-linux-gnu (x86_64) using readline 5.2) and an import from an rt 3.4.1 database of an rt install on Debian Etch. I followed the proper guidelines and successfully installed it and it is working fine. Except that it's asking for a login and password repeatedly. For example, you log in as usual which works, then you click on a quick search item, no problems, then you click on a ticket in and it will prompt you for your credentials again before opening the ticket. If you repeat this the same thing will happen. Perhaps this is an issue with the apache2 configuration? I have pasted my config below, I am using fast-cgi. Thanks in advance for any help. ServerSignature Off ServerName rt3.example.com ServerAdmin admin at example.com Redirect permanent / https://rt3.example.com FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 10 ServerSignature Off SSLEngine on SSLCertificateFile /etc/apache2/ssl/rt3.crt SSLCertificateKeyFile /etc/apache2/ssl/rt3.key ServerName rt3.example.com ServerAdmin unix at example.com DocumentRoot /opt/rt3/share/html # Pass through requests to display images Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ From macnlos at ti-994a.com Fri Feb 6 16:59:53 2009 From: macnlos at ti-994a.com (Macnlos) Date: Fri, 6 Feb 2009 15:59:53 -0600 Subject: [rt-users] login problem In-Reply-To: <498CA99A.90609@atypon.com> References: <498CA99A.90609@atypon.com> Message-ID: <58867826-9D14-41BD-A31D-B6B808594721@ti-994a.com> Go to where you unzipped the source and read UPGRADING.mysql I've got the same issue and this is what seems to be the problem. CR On Feb 6, 2009, at 3:20 PM, Jeroen van Aart wrote: > Hello, > > I installed rt 3.8.2 from source on Debian Lenny, using mysql (Ver > 14.12 > Distrib 5.0.51a, for debian-linux-gnu (x86_64) using readline 5.2) and > an import from an rt 3.4.1 database of an rt install on Debian Etch. I > followed the proper guidelines and successfully installed it and it is > working fine. Except that it's asking for a login and password > repeatedly. > > For example, you log in as usual which works, then you click on a > quick > search item, no problems, then you click on a ticket in and it will > prompt you for your credentials again before opening the ticket. If > you > repeat this the same thing will happen. > > Perhaps this is an issue with the apache2 configuration? I have pasted > my config below, I am using fast-cgi. Thanks in advance for any help. > > > ServerSignature Off > ServerName rt3.example.com > ServerAdmin admin at example.com > Redirect permanent / https://rt3.example.com > > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > -processes 10 > > ServerSignature Off > SSLEngine on > SSLCertificateFile /etc/apache2/ssl/rt3.crt > SSLCertificateKeyFile /etc/apache2/ssl/rt3.key > > ServerName rt3.example.com > ServerAdmin unix at example.com > > DocumentRoot /opt/rt3/share/html > # Pass through requests to display images > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kroshka at atypon.com Fri Feb 6 17:08:00 2009 From: kroshka at atypon.com (Jeroen van Aart) Date: Fri, 06 Feb 2009 14:08:00 -0800 Subject: [rt-users] login problem In-Reply-To: <58867826-9D14-41BD-A31D-B6B808594721@ti-994a.com> References: <498CA99A.90609@atypon.com> <58867826-9D14-41BD-A31D-B6B808594721@ti-994a.com> Message-ID: <498CB4C0.2090205@atypon.com> Macnlos wrote: > Go to where you unzipped the source and read UPGRADING.mysql > I've got the same issue and this is what seems to be the problem. Thanks for the suggestion. I did more or less follow that guide, I believe I didn't do the "make initialize-database" but created a database, imported the rt 3.4.1 dumpfile and applied the changes. I'll try to do the "make initialize-database". Best regards, Jeroen From KFCrocker at lbl.gov Fri Feb 6 17:21:46 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Feb 2009 14:21:46 -0800 Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <519782dc0902061349r2f9783e7l8e546f4f5fb1772d@mail.gmail.com> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> <21880998.post@talk.nabble.com> <519782dc0902061349r2f9783e7l8e546f4f5fb1772d@mail.gmail.com> Message-ID: <498CB7FA.3040107@lbl.gov> Laura, Although I hate redundancy and as an ex-DBA I have always believed 1 field/1 name, I have to agree with Todd :-). RT is not an accounting system or parts system where everything has to be tidy, etc. In this case, it's the same name for the same type of data. So, other than double the work of maintaining the same values in two fields, that's a good idea. If it works, then it's fine and Todd's idea will certainly work. Kenn LBNL On 2/6/2009 1:49 PM, Todd Chapman wrote: > It would be easier to make two CFs with the same name. Make it mandatory > in one and apply it to 3 queues. The other gets applied to the fourth queue. > > On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella > wrote: > > > Thanks Kenn, > > It has been at least 6 months since I have done any scrip coding and was > wondering if you had any sample code that would check the field and > return 0 > when empty? I'd really appreciate it. > > Thanks, > Laura > > Kenneth Crocker wrote: > > > > Laura, > > > > I'm only on 3.6.4 so my comment may be out of date. I don't > think > > that's possible in configuration. If a CF is set up to be mandatory, > > then whenever it is applied to a queue, those tickets will require an > > entry. What you can do is remove the "Mandatory" setting and then > write > > a scrip for the queues you want it to be mandatory in and do a > return 0 > > when checking it against the desired transactions and it is > empty. Hope > > this helps. > > > > > > Kenn > > LBNL > > > > On 2/6/2009 12:33 PM, Laura Grella wrote: > >> Is there a way to make a custom field mandatory in 3 queues, but not > >> mandatory in a 4th queue? > >> > >> Thanks, > >> Laura > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > View this message in context: > http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From lgrella at acquiremedia.com Fri Feb 6 17:24:16 2009 From: lgrella at acquiremedia.com (Laura Grella) Date: Fri, 6 Feb 2009 14:24:16 -0800 (PST) Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <519782dc0902061349r2f9783e7l8e546f4f5fb1772d@mail.gmail.com> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> <21880998.post@talk.nabble.com> <519782dc0902061349r2f9783e7l8e546f4f5fb1772d@mail.gmail.com> Message-ID: <21881917.post@talk.nabble.com> I thought of this, but the custom field is "Customer" and it is mandatory in the customer support and account management queues, but I don't want it mandatory in the Software Dev. queue but I want the data to flow from one queue to the next, so if it is in the cust queue, it switches to the soft dev queue, I want it to follow along to the soft dev queue, but it should not be mandatory for the input form. I do want the user to have the option to enter it though. Todd Chapman wrote: > > It would be easier to make two CFs with the same name. Make it mandatory > in > one and apply it to 3 queues. The other gets applied to the fourth queue. > > On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella > wrote: > >> >> Thanks Kenn, >> >> It has been at least 6 months since I have done any scrip coding and was >> wondering if you had any sample code that would check the field and >> return >> 0 >> when empty? I'd really appreciate it. >> >> Thanks, >> Laura >> >> Kenneth Crocker wrote: >> > >> > Laura, >> > >> > I'm only on 3.6.4 so my comment may be out of date. I don't think >> > that's possible in configuration. If a CF is set up to be mandatory, >> > then whenever it is applied to a queue, those tickets will require an >> > entry. What you can do is remove the "Mandatory" setting and then write >> > a scrip for the queues you want it to be mandatory in and do a return 0 >> > when checking it against the desired transactions and it is empty. Hope >> > this helps. >> > >> > >> > Kenn >> > LBNL >> > >> > On 2/6/2009 12:33 PM, Laura Grella wrote: >> >> Is there a way to make a custom field mandatory in 3 queues, but not >> >> mandatory in a 4th queue? >> >> >> >> Thanks, >> >> Laura >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> > >> >> -- >> View this message in context: >> http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- View this message in context: http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21881917.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lgrella at acquiremedia.com Fri Feb 6 17:25:32 2009 From: lgrella at acquiremedia.com (Laura Grella) Date: Fri, 6 Feb 2009 14:25:32 -0800 (PST) Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <498CB7FA.3040107@lbl.gov> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> <21880998.post@talk.nabble.com> <519782dc0902061349r2f9783e7l8e546f4f5fb1772d@mail.gmail.com> <498CB7FA.3040107@lbl.gov> Message-ID: <21881934.post@talk.nabble.com> Thanks Kenn, But will this work if I want the field (customer) to follow from the soft dev queue(not mandatory) to the customer support queue(mandatory)? Kenneth Crocker wrote: > > Laura, > > > Although I hate redundancy and as an ex-DBA I have always believed 1 > field/1 name, I have to agree with Todd :-). RT is not an accounting > system or parts system where everything has to be tidy, etc. In this > case, it's the same name for the same type of data. So, other than > double the work of maintaining the same values in two fields, that's a > good idea. If it works, then it's fine and Todd's idea will certainly > work. > > > Kenn > LBNL > > On 2/6/2009 1:49 PM, Todd Chapman wrote: >> It would be easier to make two CFs with the same name. Make it mandatory >> in one and apply it to 3 queues. The other gets applied to the fourth >> queue. >> >> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella > > wrote: >> >> >> Thanks Kenn, >> >> It has been at least 6 months since I have done any scrip coding and >> was >> wondering if you had any sample code that would check the field and >> return 0 >> when empty? I'd really appreciate it. >> >> Thanks, >> Laura >> >> Kenneth Crocker wrote: >> > >> > Laura, >> > >> > I'm only on 3.6.4 so my comment may be out of date. I don't >> think >> > that's possible in configuration. If a CF is set up to be >> mandatory, >> > then whenever it is applied to a queue, those tickets will require >> an >> > entry. What you can do is remove the "Mandatory" setting and then >> write >> > a scrip for the queues you want it to be mandatory in and do a >> return 0 >> > when checking it against the desired transactions and it is >> empty. Hope >> > this helps. >> > >> > >> > Kenn >> > LBNL >> > >> > On 2/6/2009 12:33 PM, Laura Grella wrote: >> >> Is there a way to make a custom field mandatory in 3 queues, but >> not >> >> mandatory in a 4th queue? >> >> >> >> Thanks, >> >> Laura >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> > >> >> -- >> View this message in context: >> >> http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html >> Sent from the Request Tracker - User mailing list archive at >> Nabble.com. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21881934.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lgrella at acquiremedia.com Fri Feb 6 17:25:56 2009 From: lgrella at acquiremedia.com (Laura Grella) Date: Fri, 6 Feb 2009 14:25:56 -0800 (PST) Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <498CB7FA.3040107@lbl.gov> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> <21880998.post@talk.nabble.com> <519782dc0902061349r2f9783e7l8e546f4f5fb1772d@mail.gmail.com> <498CB7FA.3040107@lbl.gov> Message-ID: <21881936.post@talk.nabble.com> Thanks Kenn, But will this work if I want the field (customer) to follow from the soft dev queue(not mandatory) to the customer support queue(mandatory)? Kenneth Crocker wrote: > > Laura, > > > Although I hate redundancy and as an ex-DBA I have always believed 1 > field/1 name, I have to agree with Todd :-). RT is not an accounting > system or parts system where everything has to be tidy, etc. In this > case, it's the same name for the same type of data. So, other than > double the work of maintaining the same values in two fields, that's a > good idea. If it works, then it's fine and Todd's idea will certainly > work. > > > Kenn > LBNL > > On 2/6/2009 1:49 PM, Todd Chapman wrote: >> It would be easier to make two CFs with the same name. Make it mandatory >> in one and apply it to 3 queues. The other gets applied to the fourth >> queue. >> >> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella > > wrote: >> >> >> Thanks Kenn, >> >> It has been at least 6 months since I have done any scrip coding and >> was >> wondering if you had any sample code that would check the field and >> return 0 >> when empty? I'd really appreciate it. >> >> Thanks, >> Laura >> >> Kenneth Crocker wrote: >> > >> > Laura, >> > >> > I'm only on 3.6.4 so my comment may be out of date. I don't >> think >> > that's possible in configuration. If a CF is set up to be >> mandatory, >> > then whenever it is applied to a queue, those tickets will require >> an >> > entry. What you can do is remove the "Mandatory" setting and then >> write >> > a scrip for the queues you want it to be mandatory in and do a >> return 0 >> > when checking it against the desired transactions and it is >> empty. Hope >> > this helps. >> > >> > >> > Kenn >> > LBNL >> > >> > On 2/6/2009 12:33 PM, Laura Grella wrote: >> >> Is there a way to make a custom field mandatory in 3 queues, but >> not >> >> mandatory in a 4th queue? >> >> >> >> Thanks, >> >> Laura >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> > >> >> -- >> View this message in context: >> >> http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html >> Sent from the Request Tracker - User mailing list archive at >> Nabble.com. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21881936.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lgrella at acquiremedia.com Fri Feb 6 17:27:46 2009 From: lgrella at acquiremedia.com (Laura Grella) Date: Fri, 6 Feb 2009 14:27:46 -0800 (PST) Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <498CB7FA.3040107@lbl.gov> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> <21880998.post@talk.nabble.com> <519782dc0902061349r2f9783e7l8e546f4f5fb1772d@mail.gmail.com> <498CB7FA.3040107@lbl.gov> Message-ID: <21881966.post@talk.nabble.com> Thanks Kenn, But will this work if I want the field (customer) to follow from the soft dev queue(not mandatory) to the customer support queue(mandatory)? Kenneth Crocker wrote: > > Laura, > > > Although I hate redundancy and as an ex-DBA I have always believed 1 > field/1 name, I have to agree with Todd :-). RT is not an accounting > system or parts system where everything has to be tidy, etc. In this > case, it's the same name for the same type of data. So, other than > double the work of maintaining the same values in two fields, that's a > good idea. If it works, then it's fine and Todd's idea will certainly > work. > > > Kenn > LBNL > > On 2/6/2009 1:49 PM, Todd Chapman wrote: >> It would be easier to make two CFs with the same name. Make it mandatory >> in one and apply it to 3 queues. The other gets applied to the fourth >> queue. >> >> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella > > wrote: >> >> >> Thanks Kenn, >> >> It has been at least 6 months since I have done any scrip coding and >> was >> wondering if you had any sample code that would check the field and >> return 0 >> when empty? I'd really appreciate it. >> >> Thanks, >> Laura >> >> Kenneth Crocker wrote: >> > >> > Laura, >> > >> > I'm only on 3.6.4 so my comment may be out of date. I don't >> think >> > that's possible in configuration. If a CF is set up to be >> mandatory, >> > then whenever it is applied to a queue, those tickets will require >> an >> > entry. What you can do is remove the "Mandatory" setting and then >> write >> > a scrip for the queues you want it to be mandatory in and do a >> return 0 >> > when checking it against the desired transactions and it is >> empty. Hope >> > this helps. >> > >> > >> > Kenn >> > LBNL >> > >> > On 2/6/2009 12:33 PM, Laura Grella wrote: >> >> Is there a way to make a custom field mandatory in 3 queues, but >> not >> >> mandatory in a 4th queue? >> >> >> >> Thanks, >> >> Laura >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> > >> >> -- >> View this message in context: >> >> http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html >> Sent from the Request Tracker - User mailing list archive at >> Nabble.com. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21881966.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dcook at finleysd.org Fri Feb 6 17:32:35 2009 From: dcook at finleysd.org (Daniel Cook) Date: Fri, 06 Feb 2009 14:32:35 -0800 Subject: [rt-users] colorize status Message-ID: <498C4A03.4198.003E.0@finleysd.org> So I've updated the ShowStatusInColor page on the wiki to reflect how I have implemented this in 3.8.2 The question that I have is this... When replys are colorized in my list view, the way things are setup right now, it is done based on who the last person to modify the ticket was.... I have noticed that when I open a ticket that has had a reply there is a little note at the top of the ticket that sais there are new messages. This message goes away after I have viewed the message. This is how I would like this new reply type flag setup for my list view. I would like it to drop the rep flag and the reply color after I view the new message - without necessarily making any reply or physical change to the ticket. Is this easily possible? Any advise on how to go about it? Thanks, Dan From KFCrocker at lbl.gov Fri Feb 6 18:30:30 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Feb 2009 15:30:30 -0800 Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <21881936.post@talk.nabble.com> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> <21880998.post@talk.nabble.com> <519782dc0902061349r2f9783e7l8e546f4f5fb1772d@mail.gmail.com> <498CB7FA.3040107@lbl.gov> <21881936.post@talk.nabble.com> Message-ID: <498CC816.9070701@lbl.gov> Laura, No. The Custom FIeld only follows a ticket into another Queue if the same CF is applied to that new queue. Kenn LBNL On 2/6/2009 2:25 PM, Laura Grella wrote: > Thanks Kenn, > > But will this work if I want the field (customer) to follow from the soft > dev queue(not mandatory) to the customer support queue(mandatory)? > > > > Kenneth Crocker wrote: >> Laura, >> >> >> Although I hate redundancy and as an ex-DBA I have always believed 1 >> field/1 name, I have to agree with Todd :-). RT is not an accounting >> system or parts system where everything has to be tidy, etc. In this >> case, it's the same name for the same type of data. So, other than >> double the work of maintaining the same values in two fields, that's a >> good idea. If it works, then it's fine and Todd's idea will certainly >> work. >> >> >> Kenn >> LBNL >> >> On 2/6/2009 1:49 PM, Todd Chapman wrote: >>> It would be easier to make two CFs with the same name. Make it mandatory >>> in one and apply it to 3 queues. The other gets applied to the fourth >>> queue. >>> >>> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella >> > wrote: >>> >>> >>> Thanks Kenn, >>> >>> It has been at least 6 months since I have done any scrip coding and >>> was >>> wondering if you had any sample code that would check the field and >>> return 0 >>> when empty? I'd really appreciate it. >>> >>> Thanks, >>> Laura >>> >>> Kenneth Crocker wrote: >>> > >>> > Laura, >>> > >>> > I'm only on 3.6.4 so my comment may be out of date. I don't >>> think >>> > that's possible in configuration. If a CF is set up to be >>> mandatory, >>> > then whenever it is applied to a queue, those tickets will require >>> an >>> > entry. What you can do is remove the "Mandatory" setting and then >>> write >>> > a scrip for the queues you want it to be mandatory in and do a >>> return 0 >>> > when checking it against the desired transactions and it is >>> empty. Hope >>> > this helps. >>> > >>> > >>> > Kenn >>> > LBNL >>> > >>> > On 2/6/2009 12:33 PM, Laura Grella wrote: >>> >> Is there a way to make a custom field mandatory in 3 queues, but >>> not >>> >> mandatory in a 4th queue? >>> >> >>> >> Thanks, >>> >> Laura >>> > >>> > _______________________________________________ >>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> > >>> > Community help: http://wiki.bestpractical.com >>> > Commercial support: sales at bestpractical.com >>> >>> > >>> > >>> > Discover RT's hidden secrets with RT Essentials from O'Reilly >>> Media. >>> > Buy a copy at http://rtbook.bestpractical.com >>> > >>> > >>> >>> -- >>> View this message in context: >>> >>> http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html >>> Sent from the Request Tracker - User mailing list archive at >>> Nabble.com. >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 Feb 6 18:53:01 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Feb 2009 15:53:01 -0800 Subject: [rt-users] Custom field not mandatory in all queues In-Reply-To: <21880998.post@talk.nabble.com> References: <21880139.post@talk.nabble.com> <498CAAC4.1040206@lbl.gov> <21880998.post@talk.nabble.com> Message-ID: <498CCD5D.7060002@lbl.gov> Laura, You could create a scrip that looks something like this: Description: Validate Customer Condition: On Resolve Action: User-Defined Custom Action Prep Code: return 1; Custom Action Cleanup Code: my $ticket = $self->TicketObj; if $ticket->FirstCustomFieldValue('Customer') ne ' ' return 1 else $ticket->SetStatus("open"); return 1; What this will do is when someone changes the status to "resolved" it will check to make sure the CF "Customer" isn't blank. If it isn't, no problem, no changes. If it IS blank, the Ticket Status is re-set to "open". You can also create a notification scrip to check for the same thing only the action is to send an Email using a template that sends someone a message on the need to put customer info in the ticket. Description: Customer Missing on Resolved Condition: User-defined Action: Notify Owner (or whomever) Template: Missing Customer (you create this) Custom Condition: # Check for Ticket Status changed to "resolved" my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; if ($trans->Type eq "Status" && $trans->NewValue eq "resolved") && $ticket->FirstCustomFieldValue('Customer') eq ' ' return 1; Hope this helps. Kenn LBNL On 2/6/2009 1:30 PM, Laura Grella wrote: > Thanks Kenn, > > It has been at least 6 months since I have done any scrip coding and was > wondering if you had any sample code that would check the field and return 0 > when empty? I'd really appreciate it. > > Thanks, > Laura > > Kenneth Crocker wrote: >> Laura, >> >> I'm only on 3.6.4 so my comment may be out of date. I don't think >> that's possible in configuration. If a CF is set up to be mandatory, >> then whenever it is applied to a queue, those tickets will require an >> entry. What you can do is remove the "Mandatory" setting and then write >> a scrip for the queues you want it to be mandatory in and do a return 0 >> when checking it against the desired transactions and it is empty. Hope >> this helps. >> >> >> Kenn >> LBNL >> >> On 2/6/2009 12:33 PM, Laura Grella wrote: >>> Is there a way to make a custom field mandatory in 3 queues, but not >>> mandatory in a 4th queue? >>> >>> Thanks, >>> Laura >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 stephen.a.cochran.lists at cahir.net Fri Feb 6 22:58:42 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Fri, 6 Feb 2009 22:58:42 -0500 Subject: [rt-users] Ticket/Search results navigation in 3.8.x Message-ID: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com> We recently upgraded to 3.8.1, and overall the interface is so much better! One comment we've received from our customer support group is that several navigation features are no longer available. When viewing a queue or search, there used to be the following links/controls: first prev next last and search results which took you back to the the last search or group you had. These links seem to have disappeared from 3.8.x, and I'm wondering if there's a setting to bring them back or if someone has made the customization already. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sat Feb 7 01:43:59 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 7 Feb 2009 01:43:59 -0500 Subject: [rt-users] Ticket/Search results navigation in 3.8.x In-Reply-To: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com> References: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com> Message-ID: <20090207064359.GB47499@173-114-89-74.pools.spcsdns.net> On Fri 6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote: > We recently upgraded to 3.8.1, and overall the interface is so much > better! > > One comment we've received from our customer support group is that several > navigation features are no longer available. When viewing a queue or > search, there used to be the following links/controls: > > which took you back to the the last search or group you had. These links > seem to have disappeared from 3.8.x, and I'm wondering if there's a > setting to bring them back or if someone has made the customization > already. > They sure seem to exist for me in 3.8...They're in the menu on the left. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From vadud3 at gmail.com Sat Feb 7 13:57:50 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 7 Feb 2009 13:57:50 -0500 Subject: [rt-users] rt-crontool as a user failing Message-ID: Hi I am failing to run rt-crontool (iqbala)@rt:~$ /opt/rt3/bin/rt-crontool No RT user found. Please consult your RT administrator. I can login as `iqbala' to the rt gui and I have administrator privilege. I can create a new queue, delete existing queue, create a new user, delete any ticket on any queue. But rt-crontool thinks I am not a valid RT user. I have read access to RT_SIteConfig.pm and RT_Config.pm. I have read access to all files under /opt/rt3 (iqbala)@webrt-NEW:~$ groups sys rt I am part of rt group. the /opt/rt3/etc permission looks like this (iqbala)@rt:~$ ls -al /opt/rt3/etc/ total 272 drwxr-xr-x 2 root rt 512 Apr 13 2005 . drwxr-xr-x 9 root root 512 Nov 2 2006 .. -r-xr-x--- 1 root rt 16763 Mar 17 2006 RT_Config.pm -r-xr-x--- 1 root rt 16459 May 20 2008 RT_SiteConfig.pm -r-x------ 1 root rt 68 May 7 2004 acl.Informix -r-x------ 1 root rt 240 May 7 2004 acl.Oracle -r-x------ 1 root rt 1414 May 28 2004 acl.Pg -r-x------ 1 root rt 109 Jun 1 2004 acl.Sybase -r-x------ 1 root rt 376 Jun 26 2004 acl.mysql -r-x------ 1 root rt 21257 May 4 2005 initialdata -r-x------ 1 root rt 10518 Apr 2 2004 schema.Informix -r-x------ 1 root rt 11702 Dec 22 2004 schema.Oracle -r-x------ 1 root rt 13868 Nov 7 2004 schema.Pg -r-x------ 1 root rt 10767 Nov 7 2004 schema.SQLite -r-x------ 1 root rt 11550 Jul 14 2004 schema.Sybase -r-x------ 1 root rt 13217 Nov 14 2005 schema.mysql Any idea why it is failing to recognize `iqbala' as an RT user Here are the last few lines of the truss output while trying to run `rt-crontool' as `iqbala' [..] open64("/var/run/name_service_door", O_RDONLY) = 5 fcntl(5, F_SETFD, 0x00000001) = 0 door_info(5, 0xBFE9B3A8) = 0 door_call(5, 0x08047518) = 0 open("/etc/shadow", O_RDONLY|O_LARGEFILE) Err#13 EACCES [file_dac_read] time() = 1233970819 time() = 1233970819 time() = 1233970819 fcntl(3, F_SETFL, FWRITE|FNONBLOCK) = 0 read(3, 0x09401560, 8192) Err#11 EAGAIN fcntl(3, F_SETFL, FWRITE) = 0 write(3, " ,\0\0\003 S E L E C T ".., 48) = 48 read(3, "01\0\001", 4) = 4 read(3, " "", 1) = 1 read(3, "13\0\002", 4) = 4 read(3, "05 U s e r s02 i d03\v\0".., 19) = 19 read(3, "15\0\003", 4) = 4 read(3, "05 U s e r s04 N a m e03".., 21) = 21 read(3, "19\0\004", 4) = 4 read(3, "05 U s e r s\b P a s s w".., 25) = 25 read(3, "19\0\005", 4) = 4 read(3, "05 U s e r s\b C o m m e".., 25) = 25 read(3, "1A\0\006", 4) = 4 read(3, "05 U s e r s\t S i g n a".., 26) = 26 read(3, "1D\0\007", 4) = 4 read(3, "05 U s e r s\f E m a i l".., 29) = 29 read(3, " $\0\0\b", 4) = 4 read(3, "05 U s e r s13 F r e e f".., 36) = 36 read(3, "1D\0\0\t", 4) = 4 read(3, "05 U s e r s\f O r g a n".., 29) = 29 read(3, "19\0\0\n", 4) = 4 read(3, "05 U s e r s\b R e a l N".., 25) = 25 read(3, "19\0\0\v", 4) = 4 read(3, "05 U s e r s\b N i c k N".., 25) = 25 read(3, "15\0\0\f", 4) = 4 read(3, "05 U s e r s04 L a n g03".., 21) = 21 read(3, "1E\0\0\r", 4) = 4 read(3, "05 U s e r s\r E m a i l".., 30) = 30 read(3, "1C\0\00E", 4) = 4 read(3, "05 U s e r s\v W e b E n".., 28) = 28 read(3, " &\0\00F", 4) = 4 read(3, "05 U s e r s15 E x t e r".., 38) = 38 read(3, " "\0\010", 4) = 4 read(3, "05 U s e r s11 C o n t a".., 34) = 34 read(3, "1F\0\011", 4) = 4 read(3, "05 U s e r s0E E x t e r".., 31) = 31 read(3, "1B\0\012", 4) = 4 read(3, "05 U s e r s\n A u t h S".., 27) = 27 read(3, "16\0\013", 4) = 4 read(3, "05 U s e r s05 G e c o s".., 22) = 22 read(3, "1A\0\014", 4) = 4 read(3, "05 U s e r s\t H o m e P".., 26) = 26 read(3, "1A\0\015", 4) = 4 read(3, "05 U s e r s\t W o r k P".., 26) = 26 read(3, "1C\0\016", 4) = 4 read(3, "05 U s e r s\v M o b i l".., 28) = 28 read(3, "1B\0\017", 4) = 4 read(3, "05 U s e r s\n P a g e r".., 27) = 27 read(3, "19\0\018", 4) = 4 read(3, "05 U s e r s\b A d d r e".., 25) = 25 read(3, "19\0\019", 4) = 4 read(3, "05 U s e r s\b A d d r e".., 25) = 25 read(3, "15\0\01A", 4) = 4 read(3, "05 U s e r s04 C i t y03".., 21) = 21 read(3, "16\0\01B", 4) = 4 read(3, "05 U s e r s05 S t a t e".., 22) = 22 read(3, "14\0\01C", 4) = 4 read(3, "05 U s e r s03 Z i p0310".., 20) = 20 read(3, "18\0\01D", 4) = 4 read(3, "05 U s e r s07 C o u n t".., 24) = 24 read(3, "19\0\01E", 4) = 4 read(3, "05 U s e r s\b T i m e z".., 25) = 25 read(3, "17\0\01F", 4) = 4 read(3, "05 U s e r s06 P G P K e".., 23) = 23 read(3, "18\0\0 ", 4) = 4 read(3, "05 U s e r s07 C r e a t".., 24) = 24 read(3, "18\0\0 !", 4) = 4 read(3, "05 U s e r s07 C r e a t".., 24) = 24 read(3, "1E\0\0 "", 4) = 4 read(3, "05 U s e r s\r L a s t U".., 30) = 30 read(3, "1C\0\0 #", 4) = 4 read(3, "05 U s e r s\v L a s t U".., 28) = 28 read(3, "01\0\0 $", 4) = 4 read(3, "FE", 1) = 1 brk(0x095EDC90) = 0 brk(0x095EFC90) = 0 read(3, "01\0\0 %", 4) = 4 read(3, "FE", 1) = 1 stat64("/opt/rt3/local/lib/I18N/LangTags/Detect.pmc", 0x080477D0) Err#2 ENOENT open64("/opt/rt3/local/lib/I18N/LangTags/Detect.pm", O_RDONLY) Err#2 ENOENT stat64("/opt/rt3/lib/I18N/LangTags/Detect.pmc", 0x080477D0) Err#2 ENOENT open64("/opt/rt3/lib/I18N/LangTags/Detect.pm", O_RDONLY) Err#2 ENOENT stat64("/usr/local/lib/perl5/5.8.6/i86pc-solaris-64int/I18N/LangTags/Detect.pmc", 0x080477D0) Err#2 ENOENT open64("/usr/local/lib/perl5/5.8.6/i86pc-solaris-64int/I18N/LangTags/Detect.pm", O_RDONLY) Err#2 ENOENT stat64("/usr/local/lib/perl5/5.8.6/I18N/LangTags/Detect.pmc", 0x080477D0) Err#2 ENOENT open64("/usr/local/lib/perl5/5.8.6/I18N/LangTags/Detect.pm", O_RDONLY) = 6 fstat64(6, 0x08045070) = 0 fstat64(6, 0x08044FB0) = 0 ioctl(6, TCGETA, 0x08045044) Err#25 ENOTTY read(6, "\n # T i m e - s t a m".., 8192) = 6538 brk(0x095EFC90) = 0 brk(0x095F1C90) = 0 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 brk(0x095F1C90) = 0 brk(0x095F3C90) = 0 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 brk(0x095F3C90) = 0 brk(0x095F5C90) = 0 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 brk(0x095F5C90) = 0 brk(0x095F7C90) = 0 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 brk(0x095F7C90) = 0 brk(0x095F9C90) = 0 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0, SEEK_CUR) = 6538 brk(0x095F9C90) = 0 brk(0x095FBC90) = 0 llseek(6, 0, SEEK_CUR) = 6538 llseek(6, 0xFFFFFFFFFFFFF809, SEEK_CUR) = 4499 close(6) = 0 stat64("/opt/rt3/local/lib/Win32/Locale.pmc", 0x080477D0) Err#2 ENOENT open64("/opt/rt3/local/lib/Win32/Locale.pm", O_RDONLY) Err#2 ENOENT stat64("/opt/rt3/lib/Win32/Locale.pmc", 0x080477D0) Err#2 ENOENT open64("/opt/rt3/lib/Win32/Locale.pm", O_RDONLY) Err#2 ENOENT stat64("/usr/local/lib/perl5/5.8.6/i86pc-solaris-64int/Win32/Locale.pmc", 0x080477D0) Err#2 ENOENT open64("/usr/local/lib/perl5/5.8.6/i86pc-solaris-64int/Win32/Locale.pm", O_RDONLY) Err#2 ENOENT stat64("/usr/local/lib/perl5/5.8.6/Win32/Locale.pmc", 0x080477D0) Err#2 ENOENT open64("/usr/local/lib/perl5/5.8.6/Win32/Locale.pm", O_RDONLY) Err#2 ENOENT stat64("/usr/local/lib/perl5/site_perl/5.8.6/i86pc-solaris-64int/Win32/Locale.pmc", 0x080477D0) Err#2 ENOENT open64("/usr/local/lib/perl5/site_perl/5.8.6/i86pc-solaris-64int/Win32/Locale.pm", O_RDONLY) Err#2 ENOENT stat64("/usr/local/lib/perl5/site_perl/5.8.6/Win32/Locale.pmc", 0x080477D0) Err#2 ENOENT open64("/usr/local/lib/perl5/site_perl/5.8.6/Win32/Locale.pm", O_RDONLY) Err#2 ENOENT stat64("/usr/local/lib/perl5/site_perl/Win32/Locale.pmc", 0x080477D0) Err#2 ENOENT open64("/usr/local/lib/perl5/site_perl/Win32/Locale.pm", O_RDONLY) Err#2 ENOENT stat64("./Win32/Locale.pmc", 0x080477D0) Err#2 ENOENT open64("./Win32/Locale.pm", O_RDONLY) Err#2 ENOENT setcontext(0x080476A0) ioctl(1, TCGETA, 0x080477E4) = 0 fstat64(1, 0x08047750) = 0 write(1, " N o R T u s e r f".., 56) = 56 setcontext(0x08047760) close(4) = 0 fcntl(3, F_SETFL, FWRITE|FNONBLOCK) = 0 read(3, 0x09401560, 8192) Err#11 EAGAIN fcntl(3, F_SETFL, FWRITE) = 0 write(3, "01\0\0\001", 5) = 5 shutdown(3, SHUT_RDWR, SOV_DEFAULT) = 0 close(3) = 0 stat64("/usr/local/lib/perl5/site_perl/5.8.6/i86pc-solaris-64int/auto/DBI/DESTROY.al", 0x0813BB80) Err#2 ENOENT open64("/opt/rt3/local/lib/auto/DBI/DESTROY.al", O_RDONLY) Err#2 ENOENT open64("/opt/rt3/lib/auto/DBI/DESTROY.al", O_RDONLY) Err#2 ENOENT open64("/usr/local/lib/perl5/5.8.6/i86pc-solaris-64int/auto/DBI/DESTROY.al", O_RDONLY) Err#2 ENOENT open64("/usr/local/lib/perl5/5.8.6/auto/DBI/DESTROY.al", O_RDONLY) Err#2 ENOENT open64("/usr/local/lib/perl5/site_perl/5.8.6/i86pc-solaris-64int/auto/DBI/DESTROY.al", O_RDONLY) Err#2 ENOENT open64("/usr/local/lib/perl5/site_perl/5.8.6/auto/DBI/DESTROY.al", O_RDONLY) Err#2 ENOENT open64("/usr/local/lib/perl5/site_perl/auto/DBI/DESTROY.al", O_RDONLY) Err#2 ENOENT open64("./auto/DBI/DESTROY.al", O_RDONLY) Err#2 ENOENT setcontext(0x08047330) _exit(1) -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From Robin.Lauren at ecraft.com Sat Feb 7 17:19:17 2009 From: Robin.Lauren at ecraft.com (Lauren, Robin) Date: Sun, 8 Feb 2009 00:19:17 +0200 Subject: [rt-users] Resolving a ticket takes ages Message-ID: Hi, We're administering an RT 3.6.5 with MySQL ver 14.12 Distrib 5.0.51a for a customer. While other uses of the system is relatively quick and painless, getting the screen to "resolve" the ticket after clicking the resolve link can take minutes. Actually resolving the ticket again is a snap. Is the database stuck? Number of pipelines from RT to MySQL inadequate (or is there even such a thing?)? What would be appropriate debugging procedures to take? Best regards, ~Robin Laur?n / eCraft -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sat Feb 7 17:28:13 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 7 Feb 2009 17:28:13 -0500 Subject: [rt-users] Generate a Ticket ID and resolve it Message-ID: Hi How do I reconfigure an existing queue to receive tickets, generate a ticket id, send an email to admincc and resolve it automatically? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From ranatanveer at gmail.com Sat Feb 7 19:12:38 2009 From: ranatanveer at gmail.com (Rana Tanveer) Date: Sun, 8 Feb 2009 05:12:38 +0500 Subject: [rt-users] Query to get watchers of Qs. Message-ID: <2282948c0902071612h4976406epd873aab598e8ef98@mail.gmail.com> Hi Everyone I am using RT 3.8.1 on Fedora 10. I need one query from you, i want to get watchers of Queues from RT database to display at my site for management review. can anyone help me out in this query ? -- --------------------------------------------- Rana Tanveer +923224194457 http://www.sysadminsline.com --------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sat Feb 7 20:29:04 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 7 Feb 2009 20:29:04 -0500 Subject: [rt-users] Generate a Ticket ID and resolve it In-Reply-To: References: Message-ID: On Sat, Feb 7, 2009 at 5:28 PM, Asif Iqbal wrote: > Hi > > How do I reconfigure an existing queue to receive tickets, generate a > ticket id, send an email to admincc and resolve it automatically? This scrip seems to be doing just http://wiki.bestpractical.com/view/ResolveTicket thanks > > Thanks > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From tbskyd at gmail.com Sun Feb 8 01:00:20 2009 From: tbskyd at gmail.com (d tbsky) Date: Sun, 8 Feb 2009 14:00:20 +0800 Subject: [rt-users] selectowner right? In-Reply-To: <498C8958.10706@lbl.gov> References: <49002b820902060117h354762a9u1f96abcbc459e231@mail.gmail.com> <498C8958.10706@lbl.gov> Message-ID: <49002b820902072200k711f9f93kef8767ff170b8ff4@mail.gmail.com> hi: thanks for the hint. i will try that!! Regards, tbskyd 2009/2/7 Kenneth Crocker : > dtbsky, > > > I'm not sure if you can stop them from seeing the drop-down without a > change to the basic RT code. However, you can "re-set" the owner to "Nobody" > with a "on-create" scrip. That will at least "undo" what they did. Hope this > helps. > > > Kenn > LBNL > > On 2/6/2009 1:17 AM, d tbsky wrote: >> >> hi: >> i have a queue which has rights below for user-group: >> >> CreateTicket >> SeeQueue >> ShowTicket >> >> and there is admin-group which has all the rights for the queue. >> >> when user creates a ticket, he can use the "owner" drop down list >> to see the admin-group users and assign owner. i don't want user-group >> to do this. can i prevent them seeing the "owner" list (or only see >> nobody in the list)? i hope user-group can only create ticket, not >> assign the owner. can this be done? >> >> thanks for help!! >> >> Regards, >> tbskyd >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 stephen.a.cochran.lists at cahir.net Sun Feb 8 14:28:28 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Sun, 8 Feb 2009 14:28:28 -0500 Subject: [rt-users] Ticket/Search results navigation in 3.8.x In-Reply-To: <20090207064359.GB47499@173-114-89-74.pools.spcsdns.net> References: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com> <20090207064359.GB47499@173-114-89-74.pools.spcsdns.net> Message-ID: <35ccbd010902081128h7396f3f0x13b5eab591f70aa4@mail.gmail.com> Maybe I'm missing something really obvious...I just disabled all local mods just to be sure. I log in, and see RT at a Glance. I click on one of the Queue names in the Quick Search list. Now see a page with search results (/rt3/Search/Results.html). Included in menu bar across the top of the ticket area is "Show Results" which is currently bold. Click on one of the tickets, and see that ticket (/rt3/Ticket/Display.html). I don't see any link for the search results, previous, next, etc in the left sidebar menu. Screenshot of what I'm seeing below. http://www.cahir.net/images/rt_image.png Steve On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent wrote: > > > > On Fri 6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote: > > We recently upgraded to 3.8.1, and overall the interface is so much > > better! > > > > One comment we've received from our customer support group is that > several > > navigation features are no longer available. When viewing a queue or > > search, there used to be the following links/controls: > > > > which took you back to the the last search or group you had. These > links > > seem to have disappeared from 3.8.x, and I'm wondering if there's a > > setting to bring them back or if someone has made the customization > > already. > > > > > They sure seem to exist for me in 3.8...They're in the menu on the left. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hir0pr0tagoni3t at googlemail.com Sun Feb 8 15:40:43 2009 From: hir0pr0tagoni3t at googlemail.com (Hiro Protagonist) Date: Sun, 08 Feb 2009 20:40:43 +0000 Subject: [rt-users] Modifying UI labels and screen elements Message-ID: <1234125643.6360.6.camel@berlin> Hi all, I am new to using RT, and running version 3.8.2. I have looked through the mailing list archives and online documentation, but I haven't found an answer to my question, perhaps you can point me in the right direction - I may have missed the right HOWTO/Readme... I would like to modify some or RT's labels in the web UI, e.g. changing "RT at a glance" to "Overview", and renaming "ticket" to "request", and also removing some of the UI elements (some dropdown boxes for example). Since these are mostly 'cosmetic changes', I am sure this is possible, but how would I go about it ? Is there a configuration file for the label names somewhere, or would I have to change the Perl code and redeploy ? Thanks for your help ! Regards, hiro From sladkofo at yahoo-inc.com Mon Feb 9 03:54:31 2009 From: sladkofo at yahoo-inc.com (Oleg Sladkoff) Date: Mon, 09 Feb 2009 09:54:31 +0100 Subject: [rt-users] Resolving a ticket takes ages In-Reply-To: References: Message-ID: <1234169671.3137.1.camel@prettyenter.grenoble.corp.yahoo.com> Hi I suggest you look at the slow queries on your database. ( or show processlist when resolving a ticket) Oleg. On Sat, 2009-02-07 at 22:19 +0000, Lauren, Robin wrote: > > Hi, > > > > We?re administering an RT 3.6.5 with MySQL ver 14.12 Distrib 5.0.51a > for a customer. While other uses of the system is relatively quick and > painless, getting the screen to ?resolve? the ticket after clicking > the resolve link can take minutes. Actually resolving the ticket again > is a snap. > > > > Is the database stuck? Number of pipelines from RT to MySQL > inadequate (or is there even such a thing?)? What would be appropriate > debugging procedures to take? > > > > Best regards, > > ~Robin Laur?n / eCraft > > > > > > -- Oleg Sladkoff KELKOO - Service Architect oleg.sladkoff at yahoo-inc.com Yahoo messenger : Kelkoooleg tel : +33 (0)476848147 gsm : +33(0)675768532 From rfh at vialtus.com Mon Feb 9 05:34:34 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 09 Feb 2009 10:34:34 +0000 Subject: [rt-users] Group and Users CF Missing Tab (a bug or deliberate) In-Reply-To: <498C8AF6.3000703@lbl.gov> References: <498C6D4D.3070501@vialtus.com> <498C8AF6.3000703@lbl.gov> Message-ID: <499006BA.1000100@vialtus.com> Hi Kenneth; No, I am talking about Configuration->Groups->Select a Group to edit, at this point you should have Basics/Members/Group Right/User Right/History and Custom Fields (which is missing) ... The same for Users, when a user is selected to edit you should have Basics /History/Membership and Custom Fields (again the CF tab is missing) .. Without these CF tabs, its not possible to assign CF's to Groups/Users ..(Unless I am missing something). Roy Kenneth Crocker wrote: > Raed, > > > Are talking about being able to navigate to Custom Fields from > Configuration? > > Kenn > LBNL > > On 2/6/2009 9:03 AM, Raed El-Hames wrote: > >> Hi; >> >> I am running (still) version 3.6.2 and noticed a while ago that the >> Tab(link) for custom fields is missing from both the Admin/Users and >> Admin/Groups ? >> And added the link to appropriate Admin/Element/xTabs >> >> Today I was browsing a 3.8 demo on >> http://rt.easter-eggs.org/demos/stable , and noticed these links still >> missing, so I am starting to wonder if these are left out for a reason ! >> if there is a reason can I ask why? >> >> Thanks; >> Roy >> >> > > -- *Roy El-hames * ISP Systems *Vialtus Solutions* *(formerly Pipex Business)* Direct Dial: +44(0) 208 587 6181 E-mail: rfh at vialtus.com Visit us on: www.vialtus.com This email is subject to: http://www.vialtus.com/disclaimer.html From torsten.brumm at googlemail.com Mon Feb 9 07:00:29 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 9 Feb 2009 13:00:29 +0100 Subject: [rt-users] Query to get watchers of Qs. In-Reply-To: <2282948c0902071612h4976406epd873aab598e8ef98@mail.gmail.com> References: <2282948c0902071612h4976406epd873aab598e8ef98@mail.gmail.com> Message-ID: Hi Rana, try this out: http://search.cpan.org/~elacour/RT-Extension-WatchedQueues-0.03/lib/RT/Extension/WatchedQueues.pm I think it is what you are looking for. Torsten 2009/2/8 Rana Tanveer > Hi Everyone > > I am using RT 3.8.1 on Fedora 10. > > I need one query from you, i want to get watchers of Queues from RT > database to display at my site for management review. > can anyone help me out in this query ? > > > -- > --------------------------------------------- > Rana Tanveer > +923224194457 > http://www.sysadminsline.com > --------------------------------------------- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From Simon.Dray at antplc.com Mon Feb 9 08:51:28 2009 From: Simon.Dray at antplc.com (Simon Dray) Date: Mon, 9 Feb 2009 13:51:28 +0000 Subject: [rt-users] Priority and how to change (newbie) Message-ID: <9e13a4ba0cc6460a86565792c25bfd458cd1a04c@localhost> Hi, The question I have is two fold, Firstly can I change the numeric priority so that 1 is highest it would also help if I can reduce the number to only 4 or 5. Secondly can the numeric be change to something along the lines of Critical, Major , Minor etc Or equally can I add in another option to do the second. Any help is much appreciated Regards Simon Simon Dray Customer Support Engineering ANT Software Limited Cambridge Business Park, Cowley Road, Cambridge CB4 0WZ, UK Tel: +44 1223 716400 Dir: +44 1223 716476 Email: simon.dray at antplc.com * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Feb 9 09:05:21 2009 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 09 Feb 2009 08:05:21 -0600 Subject: [rt-users] rt-crontool as a user failing In-Reply-To: References: Message-ID: <1234188321.4052.36.camel@grateful.d.umn.edu> On Sat, 2009-02-07 at 13:57 -0500, Asif Iqbal wrote: > Hi I am failing to run rt-crontool Did you map an rt user to a unix user under: Configuration -> Users -> Select -> (some rt user) Set 'Unix login' to 'iqbala'. Cheers, > > (iqbala)@rt:~$ /opt/rt3/bin/rt-crontool > No RT user found. Please consult your RT administrator. > > I can login as `iqbala' to the rt gui and I have administrator privilege. > I can create a new queue, delete existing queue, create a new user, > delete any ticket on any queue. > > But rt-crontool thinks I am not a valid RT user. -- Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844 University of Minnesota Duluth Information Technology Systems & Services PGP key 1024D/84E22DA2 2005-11-07 Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 He is not a fool who gives up what he cannot keep to gain what he cannot lose. -Jim Elliot -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part URL: From victor.da.fonseca at fr.schindler.com Mon Feb 9 09:26:05 2009 From: victor.da.fonseca at fr.schindler.com (victor.da.fonseca at fr.schindler.com) Date: Mon, 9 Feb 2009 15:26:05 +0100 Subject: [rt-users] RT 3.8.2 on RHEL 5.3 install failed due to XML::RSS missing Message-ID: Hi there, Here is my problem i have been trying to install RT3.8.2 on a RedHat server RHEL5.3. I followed the Manual installation guide in the wiki, and when trying to do the make testdeps or fixdeps, it says that XML::RSS is missing. I installed it manually with the dependencies (XML::Parser) but i still have the same problem. Here is what i have in my console. [root at ecsltest:~/temp/rt3-3.8.2/rt-3.8.2 ]#make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql --with-fastcgi perl: >=5.8.3(5.8.8)...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: Term::ReadKey...found Getopt::Long >= 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue >= 0.40...found Text::Quoted >= 2.02...found CSS::Squish >= 0.06...found Encode >= 2.13...found Module::Versions::Report >= 1.05...found MIME::Entity >= 5.425...found DBI >= 1.37...found Locale::Maketext::Lexicon >= 0.32...found Devel::StackTrace >= 1.19...found Digest::base...found Time::ParseDate...found File::Temp >= 0.18...found Locale::Maketext >= 1.06...found Tree::Simple >= 1.04...found Text::Template >= 1.45...found Scalar::Util...found HTML::Scrubber >= 0.08...found File::Spec >= 0.8...found Calendar::Simple...found DBIx::SearchBuilder >= 1.54...found Mail::Mailer >= 1.57...found File::ShareDir...found Regexp::Common...found Digest::MD5 >= 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch >= 2.0...found UNIVERSAL::require...found Email::Address...found DASHBOARDS dependencies: HTML::RewriteAttributes >= 0.02...found MIME::Types...found FASTCGI dependencies: CGI::Fast...found CGI >= 3.38...found FCGI...found GD dependencies: GD::Text...found GD...found GD::Graph...found GPG dependencies: PerlIO::eol...found GnuPG::Interface...found ICAL dependencies: Data::ICal...found MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder...found Getopt::Long...found HTML::FormatText...found LWP::UserAgent...found MASON dependencies: Storable >= 2.08...found CSS::Squish >= 0.06...found Apache::Session >= 1.53...found Errno...found Devel::StackTrace >= 1.19...found CGI::Cookie >= 1.20...found Text::WikiFormat >= 0.76...found XML::RSS >= 1.05...MISSING HTML::Mason >= 1.36...found Digest::MD5 >= 2.27...found Install module XML::RSS Going to read /root/.cpan/Metadata Database was generated on Mon, 09 Feb 2009 03:27:47 GMT XML::RSS is up to date (1.43). MYSQL dependencies: DBD::mysql >= 2.1018...found SMTP dependencies: Net::SMTP...found STANDALONE dependencies: Net::Server::PreFork...found Net::Server...found HTTP::Server::Simple >= 0.34...found HTTP::Server::Simple::Mason >= 0.09...found SOME DEPENDENCIES WERE MISSING. MASON missing dependencies: XML::RSS >= 1.05...MISSING make: *** [fixdeps] Error 1 [root at ecsltest:~/temp/rt3-3.8.2/rt-3.8.2 ]# As you can see XML::RSS is installed in version 1.43 i don't understand why it is not working. I searched ont the archive of rt-users list and found the following link but there is no solution on it. http://www.gossamer-threads.com/lists/rt/users/80947?search_string=xml%3A%3Arss;#80947 could you help me ? Cordialement / Best regards Victor Da Fonseca ________________________________________ Elevator Car System IT Department Victor Da Fonseca Network and System Administrator / IT Security Officer 39 rue de Mulhouse Illzach, France Phone +33 389 36 65 00 Fax +33 389 36 65 06 victor.da.fonseca at fr.schindler.com www.schindler.com ________________________________________ ***************************************** Nota : Les informations contenues dans ce message sont exclusivement destinées aux personnes nommées ci- dessus et peuvent contenir des données confidentielles ou protégées.Une erreur de transmission n'entraîne aucune renonciation à la onfidentialité de ces données. Si vous n'êtes pas le destinataire prévu de ce message, vous êtes informéque vous ne devez pas l'utiliser, le divulguer ou le copier, sous quelque forme que ce soit.Si vous avez reçu ce courrier électronique par erreur, merci de le supprimer ainsi que seséventuelles copies et d'informer immédiatement l'expéditeur.
Notice : The information contained in this message is intended only foruse of the individual(s) named above and may contain confidential,proprietary or legally privileged information. No confidentiality or privilege is waived or lost by any mistransmission. If you are not the intended recipient of this message you are hereby notified that you must not use, disseminate, copy it in any form or take any action in reliance of it. If you have received this message in error please delete it and any copies of it and notify the sender immediately. ********************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Mon Feb 9 11:00:36 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 9 Feb 2009 11:00:36 -0500 Subject: [rt-users] Need help with tickets generated by SPAM Message-ID: Hi All I have a spam filter in front of my queue. So all new tickets have to pass thru the filter before they make it to the queue. It works fine for most of the tickets. However, once in a while one or two spams that manage to pass through the filter as ham and hence create tickets. It is pretty embarrassing. For regular emails I can just take those emails as it is and then pass it through my spam learner and that works fine too. However, I am not sure how I can do the same for a ticket. I created a SPAM queue and I gave users' right to drop any ticket that is a sure spam and just drop them in that queue. So now what I need is to find a way to take all tickets that are in SPAM queue and run them through my spam learner. I do not know how to do that. Any suggestion would be greatly appreciated! Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From vadud3 at gmail.com Mon Feb 9 11:33:08 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 9 Feb 2009 11:33:08 -0500 Subject: [rt-users] rt-crontool as a user failing In-Reply-To: <1234188321.4052.36.camel@grateful.d.umn.edu> References: <1234188321.4052.36.camel@grateful.d.umn.edu> Message-ID: On Mon, Feb 9, 2009 at 9:05 AM, Matt Zagrabelny wrote: > On Sat, 2009-02-07 at 13:57 -0500, Asif Iqbal wrote: >> Hi I am failing to run rt-crontool > > Did you map an rt user to a unix user under: > > Configuration -> Users -> Select -> (some rt user) > > Set 'Unix login' to 'iqbala'. That was the fix. Thanks. > > Cheers, > >> >> (iqbala)@rt:~$ /opt/rt3/bin/rt-crontool >> No RT user found. Please consult your RT administrator. >> >> I can login as `iqbala' to the rt gui and I have administrator privilege. >> I can create a new queue, delete existing queue, create a new user, >> delete any ticket on any queue. >> >> But rt-crontool thinks I am not a valid RT user. > > -- > Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844 > University of Minnesota Duluth > Information Technology Systems & Services > PGP key 1024D/84E22DA2 2005-11-07 > Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 > > He is not a fool who gives up what he cannot keep to gain what he cannot > lose. > -Jim Elliot > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From John_Minkle at huntalternatives.org Mon Feb 9 11:27:25 2009 From: John_Minkle at huntalternatives.org (John_Minkle at huntalternatives.org) Date: Mon, 9 Feb 2009 11:27:25 -0500 Subject: [rt-users] email bodies appear doubled In-Reply-To: Message-ID: We use lotus notes. We have set up a mailbox for RT that gets pulled down onto a Fedora box using Fetchmail. In RT and in the email that gets sent to queue watchers, the body of the email appears to have the plain text email followed by the rich text part. I've included the "view source" output from Lotus below. I am hoping there is something in the RT_Config.pm file that could eliminate this problem. If anyone has any thoughts on why this might be happening please let me know. The installation is on Fedora 8 using the RT package available (installed with yum) Thanks. Received: xxxxx Received: xxxxx Subject: xxxxx From: xxxxx Reply-To: xxxxx In-Reply-To: xxxxx References: xxxxx Message-ID: xxxxx Precedence: bulk X-RT-Loop-Prevention: IT RT-Ticket: IT #194 Managed-by: RT 3.6.5 (http://www.bestpractical.com/rt/) RT-Originator: xxxxx MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Date: Mon, 09 Feb 2009 10:43:18 -0500 To: undisclosed-recipients:; X-MIMETrack: Itemize by SMTP Server on web1/huntalt(Release 6.5.5|November 30, 2005) at 02/09/2009 10:45:32 AM, Serialize by Notes Client on John Minkle/huntalt(Release 6.5.1|January 21, 2004) at 02/09/2009 11:13:44 AM, Serialize complete at 02/09/2009 11:13:44 AM Content-type: multipart/mixed; boundary="----------=_1234194198-1929-0" This is a multi-part message in MIME format... ------------=_1234194198-1929-0 Content-Transfer-Encoding: quoted-printable Content-Type: text/plain; charset="utf-8" Mon Feb 09 10:43:18 2009: Request 194 was acted upon. Transaction: Ticket created by xxxxx Queue: General Subject: xxxxx Owner: Nobody Requestors: xxxxx Status: new Ticket Hello IT, xxxxx ------------=_1234194198-1929-0 Content-Transfer-Encoding: 7bit RT-Attachment: 194/2755/1906 Content-Type: text/html; charset="US-ASCII" Content-Disposition: inline
Hello IT,

xxxxx
------------=_1234194198-1929-0-- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Mon Feb 9 14:35:18 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 9 Feb 2009 11:35:18 -0800 Subject: [rt-users] tickets created in RT don't line-wrap? Message-ID: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> Most of our tickets are created through e-mail so I didn't notice this. I just created a ticket inside RT 3.8.2 using the "New Ticket In" button at the top of the page and the text is unreadable when viewing the ticket because my paragraphs simply aren't line wrapping. There is a scrollbar in the view and you can scroll back and forth but this is obnoxiously difficult. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From KFCrocker at lbl.gov Mon Feb 9 14:42:21 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 09 Feb 2009 11:42:21 -0800 Subject: [rt-users] Time Displays Message-ID: <4990871D.1010006@lbl.gov> To all, Thanks to Kristian Davies I have modifed my time entries to allow only "Days". The data is stores "as is", which is perfect. If someone enters "5", it is stored as "5". However, when I display a ticket, it still shows "min" next to the time fields. How can I get the time Displays to just show "Days"? Thanks. Kenn LBNL From jesse at bestpractical.com Mon Feb 9 14:59:59 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Feb 2009 14:59:59 -0500 Subject: [rt-users] Ticket/Search results navigation in 3.8.x In-Reply-To: <35ccbd010902081128h7396f3f0x13b5eab591f70aa4@mail.gmail.com> References: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com> <20090207064359.GB47499@173-114-89-74.pools.spcsdns.net> <35ccbd010902081128h7396f3f0x13b5eab591f70aa4@mail.gmail.com> Message-ID: <20090209195959.GB15353@17h.local> On Sun 8.Feb'09 at 14:28:28 -0500, Stephen Cochran wrote: > Maybe I'm missing something really obvious...I just disabled all local > mods just to be sure. > > I log in, and see RT at a Glance. I click on one of the Queue names in the > Quick Search list. Now see a page with search results > (/rt3/Search/Results.html). Included in menu bar across the top of the > ticket area is "Show Results" which is currently bold. I just did the exact same things on rt3.fsck.com. http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png > > Click on one of the tickets, and see that ticket > (/rt3/Ticket/Display.html). I don't see any link for the search results, > previous, next, etc in the left sidebar menu. Screenshot of what I'm > seeing below. > > [1]http://www.cahir.net/images/rt_image.png > > Steve > > On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2]jesse at bestpractical.com> > wrote: > > On Fri 6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote: > > We recently upgraded to 3.8.1, and overall the interface is so much > > better! > > > > One comment we've received from our customer support group is that > several > > navigation features are no longer available. When viewing a queue > or > > search, there used to be the following links/controls: > > > > which took you back to the the last search or group you had. These > links > > seem to have disappeared from 3.8.x, and I'm wondering if there's a > > setting to bring them back or if someone has made the customization > > already. > > > > They sure seem to exist for me in 3.8...They're in the menu on the left. > > References > > Visible links > 1. http://www.cahir.net/images/rt_image.png > 2. mailto:jesse at bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From daviswj at comcast.net Mon Feb 9 14:57:45 2009 From: daviswj at comcast.net (Bill Davis) Date: Mon, 09 Feb 2009 12:57:45 -0700 Subject: [rt-users] Simple Search Suddenly Fails Message-ID: <49908AB9.50900@comcast.net> An HTML attachment was scrubbed... URL: From daviswj at comcast.net Mon Feb 9 16:46:30 2009 From: daviswj at comcast.net (Bill Davis) Date: Mon, 09 Feb 2009 14:46:30 -0700 Subject: [rt-users] Simple Search Suddenly Fails In-Reply-To: <49908AB9.50900@comcast.net> References: <49908AB9.50900@comcast.net> Message-ID: <4990A436.2050106@comcast.net> An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Mon Feb 9 16:55:31 2009 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 9 Feb 2009 21:55:31 +0000 Subject: [rt-users] Hardware Config In-Reply-To: <4971B160.9030800@thebunker.net> References: <20090116214031.GN13855@bestpractical.com> <20090116215507.GO13855@bestpractical.com> <4971B160.9030800@thebunker.net> Message-ID: <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> I've been following this discussion (rather belatedly) with some interest. One thing I haven't heard anyone discuss yet: Has anyone tried running RT in a virtual machine? I'm about to move our RT 3.4.2 server onto a virtual machine. I've configured the RT VM to be actually really quite weedy (32-bit and only 2 GB RAM), and perhaps I need to change that, but I figure that VMware ESX probably does quite a good job of caching the disk its using anyway. The actual physical hardware is a quad socket quad core machine with 64 GB of RAM. The underlying storage is StorageWorks EVA on a SAN, so it should be pretty quick. Has anyone tried this sort of thing? Am I about to burn myself badly? Our turnover of tickets is pretty low - only a few hundred tickets a week. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From daviswj at comcast.net Mon Feb 9 17:02:46 2009 From: daviswj at comcast.net (Bill Davis) Date: Mon, 09 Feb 2009 15:02:46 -0700 Subject: [rt-users] Simple Search Suddenly Fails In-Reply-To: <4990A436.2050106@comcast.net> References: <49908AB9.50900@comcast.net> <4990A436.2050106@comcast.net> Message-ID: <4990A806.90108@comcast.net> An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Feb 9 17:07:31 2009 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 09 Feb 2009 16:07:31 -0600 Subject: [rt-users] Hardware Config In-Reply-To: <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> References: <20090116214031.GN13855@bestpractical.com> <20090116215507.GO13855@bestpractical.com> <4971B160.9030800@thebunker.net> <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> Message-ID: <1234217251.29865.9.camel@grateful.d.umn.edu> On Mon, 2009-02-09 at 21:55 +0000, Tim Cutts wrote: > I've been following this discussion (rather belatedly) with some > interest. One thing I haven't heard anyone discuss yet: > > Has anyone tried running RT in a virtual machine? Our current production system is a VM. It currently is configured with 4GB of RAM and 2 processors (32-bit). We use a SAN on the backend for storage as well (XioTech, IIRC.) Our system has been live for about three weeks and it just passed 1K tickets. Things seem snappy, though we experienced some slowdown after our initial cut. This was due to memory leaks in mod-perl (we restart apache every night now) and some queries that could have used some indexes (which BP, operating within a support contract, helped us create.) HTH -- Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844 University of Minnesota Duluth Information Technology Systems & Services PGP key 1024D/84E22DA2 2005-11-07 Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 He is not a fool who gives up what he cannot keep to gain what he cannot lose. -Jim Elliot -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part URL: From cbrockett at barracuda.com Mon Feb 9 17:08:53 2009 From: cbrockett at barracuda.com (Cassandra L. Brockett) Date: Mon, 9 Feb 2009 14:08:53 -0800 Subject: [rt-users] Hardware Config In-Reply-To: <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> References: <20090116214031.GN13855@bestpractical.com> <20090116215507.GO13855@bestpractical.com> <4971B160.9030800@thebunker.net> <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> Message-ID: I run it that way in production here, I also happen to have a copy of the machine that I use for testing major changes, etc... I did not that 3.4 and 3.6 where horribly slow for us, but it turned out to be a fault of the way that those revisions used the PostgreSQL backend, not RT or the system, 3.8.2 is screaming along for us. -- Cass -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Cutts Sent: Monday, February 09, 2009 1:56 PM To: RT Users Subject: Re: [rt-users] Hardware Config I've been following this discussion (rather belatedly) with some interest. One thing I haven't heard anyone discuss yet: Has anyone tried running RT in a virtual machine? I'm about to move our RT 3.4.2 server onto a virtual machine. I've configured the RT VM to be actually really quite weedy (32-bit and only 2 GB RAM), and perhaps I need to change that, but I figure that VMware ESX probably does quite a good job of caching the disk its using anyway. The actual physical hardware is a quad socket quad core machine with 64 GB of RAM. The underlying storage is StorageWorks EVA on a SAN, so it should be pretty quick. Has anyone tried this sort of thing? Am I about to burn myself badly? Our turnover of tickets is pretty low - only a few hundred tickets a week. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ---------------------------------- Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com From pthirose at ucdavis.edu Mon Feb 9 17:34:15 2009 From: pthirose at ucdavis.edu (Paul Hirose) Date: Mon, 9 Feb 2009 14:34:15 -0800 (PST) Subject: [rt-users] Recommend Indexes and other hints, tips on running smooth RT? Message-ID: RT 3.82, MySQL 5.0.67, Apache 2.2.11, Mod-Perl 2.0.4. Is there a reasonably current compilation of recommended hints, tips, suggestions on having a smooth running RT system? Someone mentioned a memory leak in mod-perl and restarting Apache daily. There are many mentions of this index or that index and I've no idea which (if any or all) would be a good idea to have. The hardware, the MySQL database, and the Apache webserver are all solely dedicated to the RT system. I don't mind suggestions that might negatively impact an aspect of the system unrelated to RT (since there really isn't anything else on here.) There have been a lot of index suggestions (some about Query Builder, or RT-Shredder, or during an upgrade/migration process of database or RT system, etc.) I try to sort at least by date to hopefully get more current messages. I've no idea if these indices some regarding RT 3.4, others regarding MySQL 4.x, etc. The system works fine, and I suppose a not-broke-don't-fix approach also works :) But I figure if there's anything I can do to help make the RT experience better, that's good too :) For starters, I'll restart Apache daily around 2am. May as well :) PH Paul Hirose : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes From gordon at cryologic.com Mon Feb 9 18:14:11 2009 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 10 Feb 2009 10:14:11 +1100 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> Message-ID: <4990B8C3.7010702@cryologic.com> Jo Rhett wrote: > Most of our tickets are created through e-mail so I didn't notice this. > > I just created a ticket inside RT 3.8.2 using the "New Ticket In" > button at the top of the page and the text is unreadable when viewing > the ticket because my paragraphs simply aren't line wrapping. There > is a scrollbar in the view and you can scroll back and forth but this > is obnoxiously difficult. in RT_Site_Config change Set($MessageBoxWrap, "SOFT"); Set($MessageBoxWrap, "HARD"); From martin at proxmox.com Tue Feb 10 04:58:06 2009 From: martin at proxmox.com (Martin Maurer) Date: Tue, 10 Feb 2009 10:58:06 +0100 Subject: [rt-users] Hardware Config In-Reply-To: <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> References: <20090116214031.GN13855@bestpractical.com> <20090116215507.GO13855@bestpractical.com><4971B160.9030800@thebunker.net> <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> Message-ID: <7B7881568CF40E4388B615CD06F87B98098A5E@clara.maurer-it.com> > Has anyone tried running RT in a virtual machine? yes, we also have a ready to run virtual appliance, See http://pve.proxmox.com/wiki/RT_Request_Tracker But this virtual appliance runs on Proxmox VE (means OpenVZ is used as virtualization technology). I am working also with vmware since years (and also other virtualizations technologies) and the biggest issue is IO performance. We prefer OpenVZ for database intensive servers like RT as we have NO virtual disks here you get the best performance. On VMWare, you got virtual disks which costs performance. So if you want to go for VMware, I suggest you invest some money in a fast SAN. (Or, if you want to try fast and cost effective virtualization - try Proxmox VE) Just to mention: you can also install Proxmox VE inside your VMware and use the virtual appliance - then RT performs similar as you install it "by hand" in your VMWare environment. Best Regards, Martin Maurer martin at proxmox.com http://pve.proxmox.com From mike.peachey at jennic.com Tue Feb 10 05:05:51 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 10 Feb 2009 10:05:51 +0000 Subject: [rt-users] Hardware Config In-Reply-To: <7B7881568CF40E4388B615CD06F87B98098A5E@clara.maurer-it.com> References: <20090116214031.GN13855@bestpractical.com> <20090116215507.GO13855@bestpractical.com><4971B160.9030800@thebunker.net> <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> <7B7881568CF40E4388B615CD06F87B98098A5E@clara.maurer-it.com> Message-ID: <4991517F.3050405@jennic.com> Martin Maurer wrote: >> Has anyone tried running RT in a virtual machine? > > yes, we also have a ready to run virtual appliance, > See http://pve.proxmox.com/wiki/RT_Request_Tracker > I am working also with vmware since years (and also other virtualizations technologies) and the biggest issue is IO performance. > We prefer OpenVZ for database intensive servers like RT as we have NO virtual disks here you get the best performance. > > On VMWare, you got virtual disks which costs performance. So if you want to go for VMware, I suggest you invest some money in a fast SAN. > (Or, if you want to try fast and cost effective virtualization - try Proxmox VE) > > Just to mention: > you can also install Proxmox VE inside your VMware and use the virtual appliance - then RT performs similar as you install it "by hand" in your VMWare environment. I don't know about anyone else, but I am getting a little uncomfortable with your posts (to RT-Users and to the Wiki) being little more than an advert for proxmox rather than a real contribution to the community. I'm not saying I don't want you mentioning it, but I personally would appreciate it if you could tone down the advertising. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From rainer at ultra-secure.de Tue Feb 10 05:13:10 2009 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 10 Feb 2009 11:13:10 +0100 Subject: [rt-users] Hardware Config In-Reply-To: <4991517F.3050405@jennic.com> References: <20090116214031.GN13855@bestpractical.com> <20090116215507.GO13855@bestpractical.com><4971B160.9030800@thebunker.net> <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> <7B7881568CF40E4388B615CD06F87B98098A5E@clara.maurer-it.com> <4991517F.3050405@jennic.com> Message-ID: <49915336.7040700@ultra-secure.de> Mike Peachey schrieb: > Martin Maurer wrote: > >>> Has anyone tried running RT in a virtual machine? >>> >> yes, we also have a ready to run virtual appliance, >> See http://pve.proxmox.com/wiki/RT_Request_Tracker >> > > >> I am working also with vmware since years (and also other virtualizations technologies) and the biggest issue is IO performance. >> We prefer OpenVZ for database intensive servers like RT as we have NO virtual disks here you get the best performance. >> >> On VMWare, you got virtual disks which costs performance. So if you want to go for VMware, I suggest you invest some money in a fast SAN. >> (Or, if you want to try fast and cost effective virtualization - try Proxmox VE) >> >> Just to mention: >> you can also install Proxmox VE inside your VMware and use the virtual appliance - then RT performs similar as you install it "by hand" in your VMWare environment. >> > > I don't know about anyone else, but I am getting a little uncomfortable > with your posts (to RT-Users and to the Wiki) being little more than an > advert for proxmox rather than a real contribution to the community. > > Well, it's a fine line... > I'm not saying I don't want you mentioning it, but I personally would > appreciate it if you could tone down the advertising. > Personally, I don't mind. But I know that you can get carried away if you have built something and it works... I do use Virtuozzo (the commercial version of OpenVZ), but I'm not sure I would trust it with RT ;-) OTOH, it's mostly because I like the way perl-stuff is handled in FreeBSD. Rainer From martin at proxmox.com Tue Feb 10 06:16:11 2009 From: martin at proxmox.com (Martin Maurer) Date: Tue, 10 Feb 2009 12:16:11 +0100 Subject: [rt-users] Hardware Config In-Reply-To: <4991517F.3050405@jennic.com> References: <20090116214031.GN13855@bestpractical.com> <20090116215507.GO13855@bestpractical.com><4971B160.9030800@thebunker.net> <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> <7B7881568CF40E4388B615CD06F87B98098A5E@clara.maurer-it.com> <4991517F.3050405@jennic.com> Message-ID: <7B7881568CF40E4388B615CD06F87B98098A60@clara.maurer-it.com> > I don't know about anyone else, but I am getting a little uncomfortable > with your posts (to RT-Users and to the Wiki) being little more than an > advert for proxmox rather than a real contribution to the community. Hi Mike, Someone asked about experiences from others, I posted mine - I am working with VMware products for years and I also built certified appliances for VMware ESX (with Postgres databases inside). So I just thought I will share my personal experience here. "Real" contributions to the RT community: I think our RT appliance is a quite real contribution. Just to mention, we published the appliance and also the way we build it (with dab, GPL licensed). Proxmox VE is GPL, also the RT appliance. So all I mentioned are GPL products - available for free for everyone. FYI: we discussed this with bestpractical and they liked it. > I'm not saying I don't want you mentioning it, but I personally would > appreciate it if you could tone down the advertising. I post my experience with RT and virtualization and the way we work at Proxmox. If you are interested - read it. If not, just ignore it. But if you feel still uncomfortable, maybe I can give you more information to let you feel better :-)? BTW, quite a lot downloaded our RT appliance and there are already some system in productions - increasing the RT community - so we can't be that wrong. Br, Martin http://pve.proxmox.com > -- > 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 alf at stockton.co.za Tue Feb 10 06:27:44 2009 From: alf at stockton.co.za (Alf Stockton) Date: Tue, 10 Feb 2009 13:27:44 +0200 Subject: [rt-users] RT3.8.2 & Ubuntu 8.04 Message-ID: <499164B0.7090202@stockton.co.za> I believe that I now have RT3.8.2 built/assembled on my Ubuntu 8.04 server but now need to be able to browse to it. I have it installed at /etc/request-tracker3.8.2/ and I attempted using the same method of connecting as I successfully used with 3.6. In other words at the end of my /etc/apache2/sites-enabled/000-default I added :- include "/etc/request-tracker3.8.2/etc/apache2-modperl2.conf" which reads as follows:- ServerName general.dev.sharing.org.za DocumentRoot /etc/request-tracker3.8.2/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire "/etc/request-tracker3.8.2/bin/webmux.pl" SetHandler default SetHandler perl-script PerlResponseHandler RT::Mason How do I now browse to rt3.8.2? -- Regards, Alf Stockton www.stockton.co.za Today's weirdness is tomorrow's reason why. -- Hunter S. Thompson From mike.peachey at jennic.com Tue Feb 10 06:29:02 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 10 Feb 2009 11:29:02 +0000 Subject: [rt-users] Hardware Config In-Reply-To: <7B7881568CF40E4388B615CD06F87B98098A60@clara.maurer-it.com> References: <20090116214031.GN13855@bestpractical.com> <20090116215507.GO13855@bestpractical.com><4971B160.9030800@thebunker.net> <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> <7B7881568CF40E4388B615CD06F87B98098A5E@clara.maurer-it.com> <4991517F.3050405@jennic.com> <7B7881568CF40E4388B615CD06F87B98098A60@clara.maurer-it.com> Message-ID: <499164FE.3070106@jennic.com> Martin Maurer wrote: >> I don't know about anyone else, but I am getting a little uncomfortable >> with your posts (to RT-Users and to the Wiki) being little more than an >> advert for proxmox rather than a real contribution to the community. > > Hi Mike, > As I said, I just thought it needed toning down a little. 1. RT-Users The question was "Anyone use RT virtualised?". Your answer was "Yes, we do it in Proxmox, and by the way here are the reasons why proxmox is better than other virtualisation products" rather than "yes, we do it in Proxmox, here's some info about running RT in proxmox" 2. The wiki When proxmox was added to the installation instructions page, rather than adding an appropriate entry for proxmox in the specifics section (as it is now) or below, it was added at the very top in its own section so a paraphrased version of the page looked like this: Installation Instructions: 1. Proxmox 2. Source 3. Platform-Specific I see no problem whatsoever in putting a link to proxmox installation instructions on that page, in fact it's THE place to put it, but I found making it the number one entry on the page in that way distasteful. I by no means want to discourage people from using proxmox, I don't want to discourage you from recommending it to people as an option, I don't even wish to suggest your contributions to the community are anything less than angelic. I just thought that the way you were advertising it was very overbearing and appeared intensely commercial. -- 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 martin at proxmox.com Tue Feb 10 07:00:54 2009 From: martin at proxmox.com (Martin Maurer) Date: Tue, 10 Feb 2009 13:00:54 +0100 Subject: [rt-users] Hardware Config In-Reply-To: <499164FE.3070106@jennic.com> References: <20090116214031.GN13855@bestpractical.com> <20090116215507.GO13855@bestpractical.com><4971B160.9030800@thebunker.net> <5C0D4FE1-4300-40AB-9891-4FE7C1091F8A@sanger.ac.uk> <7B7881568CF40E4388B615CD06F87B98098A5E@clara.maurer-it.com> <4991517F.3050405@jennic.com> <7B7881568CF40E4388B615CD06F87B98098A60@clara.maurer-it.com> <499164FE.3070106@jennic.com> Message-ID: <7B7881568CF40E4388B615CD06F87B98098A62@clara.maurer-it.com> > -----Original Message----- > From: Mike Peachey [mailto:mike.peachey at jennic.com] > Sent: Dienstag, 10. Februar 2009 12:29 > To: Martin Maurer > Cc: Tim Cutts; RT Users > Subject: Re: [rt-users] Hardware Config > > Martin Maurer wrote: > >> I don't know about anyone else, but I am getting a little > uncomfortable > >> with your posts (to RT-Users and to the Wiki) being little more than > an > >> advert for proxmox rather than a real contribution to the community. > > > > Hi Mike, > > > > As I said, I just thought it needed toning down a little. > > 1. RT-Users > The question was "Anyone use RT virtualised?". > Your answer was "Yes, we do it in Proxmox, and by the way here are the > reasons why proxmox is better than other virtualisation products" rather > than "yes, we do it in Proxmox, here's some info about running RT in > proxmox" Hi Mike, My personal experience here: I did intense tests on RT and especially Postgres DB on: VMware (server 1.x, server 2.x, esx 3 and esx 3.5, citrix xen5, openvz, kvm) The summary of all these test is IO performance, especially disk access and fsync/sec. I tested all on local storage (xeon server, fast hardware raid with fast cache enabled). So if you run database intensive application a significant performance loss as soon as it goes to virtualized disks. As OS virtualization does not use virtualized disks, it much better in this discipline. Another important point I got: if you run more VM (with virtual disks) on the same host the IO performance goes faster down compared to a system where ONE Linux Kernel is doing the IO access. Overview OS virtualization technologies: http://en.wikipedia.org/wiki/Jail_(computer_security) I highly recommend to go for a fast SAN if you use VMWare (also VMWare suggests this). > 2. The wiki > When proxmox was added to the installation instructions page, rather > than adding an appropriate entry for proxmox in the specifics section > (as it is now) or below, it was added at the very top in its own section > so a paraphrased version of the page looked like this: > Installation Instructions: > 1. Proxmox > 2. Source > 3. Platform-Specific > > I see no problem whatsoever in putting a link to proxmox installation > instructions on that page, in fact it's THE place to put it, but I found > making it the number one entry on the page in that way distasteful. Sorry, looks like you got only the half story here. I was asked by Jesse from bestpractical to put this information on the wiki pages. As the wiki software and the navigation structure is very bad and I found no info where to place it I wrote the info on top AND then I informed/asked bestpractial to review it and asked to move to the right place - and someone moved it to the right place within days. Looks that you misunderstood this. > I by no means want to discourage people from using proxmox, I don't want > to discourage you from recommending it to people as an option, I don't > even wish to suggest your contributions to the community are anything > less than angelic. > > I just thought that the way you were advertising it was very overbearing > and appeared intensely commercial. I hope I cleared everything: but why are you talking about commercial interests here? The appliance is not commercial, its free and GPL. Lets go back to RT issues, sorry for writing non RT stuff to this list but I just want to clear this. Br, Martin From alexyoung at scoutsolutions.co.uk Tue Feb 10 07:14:49 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 10 Feb 2009 12:14:49 -0000 Subject: [rt-users] ExtendedStatus in colour Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64D5F7E4@s-wor-e-001.SCOUTSOFFICE.local> I have setup the search pages to display the status and extended status in colour with the code from http://wiki.bestpractical.com/view/ShowStatusInColor Is there any way to dynamically pull the ExtendedStatus into the code? At the moment the sub extStatusInColor code rewrites what exists, but it would be a lot more useful to display the default text while maintaining the colours. As there is no $Ticket->ExtendedStatus I am at a loss on how to achieve this. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ama at chalmers.se Tue Feb 10 08:21:15 2009 From: ama at chalmers.se (Anne-Marie Achrenius) Date: Tue, 10 Feb 2009 14:21:15 +0100 Subject: [rt-users] Search hangs RT Message-ID: <49917F4B.4010402@chalmers.se> Hello! I'm new to the list and I'm in a bit of a pickle, our RT-guru is on paternity leave and we've started having problems with our RT-installation. I've tried searching the list archives for something similar, but nothing fits exactly: The problem: Often (not every time, maybe 8 out of 10) when I perform a Search in RT, the search hangs. The mysqld process is at 100 % cpu. When reading the log files, this jumps out: /var/lib/mysql/blaha.log: SELECT GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600) and after a few minutes the web-interface returns with "500 Internal Server Error" I've so far tried to decrease the LOCK time in /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm but that doesn't seem to help at all. I've enabled logging of slow mysql queries, but so far no log entries We're running RT 3.7.5 mysql 14.7 apache 2.0.52 Does anyone have any suggestions or similar problems? I can't pinpoint when we started having problems, 2-3 weeks ago, and the problem seems to slowly escalate. /Anne-Marie From alexyoung at scoutsolutions.co.uk Tue Feb 10 08:37:50 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 10 Feb 2009 13:37:50 -0000 Subject: [rt-users] ExtendedStatus in colour In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64D5F7E4@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64D5F7E4@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64D5F7F6@s-wor-e-001.SCOUTSOFFICE.local> Found it! I ended up borrowing code from the original ColumnMap file. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Young Sent: 10 February 2009 12:15 To: rt-users at lists.bestpractical.com Subject: [rt-users] ExtendedStatus in colour I have setup the search pages to display the status and extended status in colour with the code from http://wiki.bestpractical.com/view/ShowStatusInColor Is there any way to dynamically pull the ExtendedStatus into the code? At the moment the sub extStatusInColor code rewrites what exists, but it would be a lot more useful to display the default text while maintaining the colours. As there is no $Ticket->ExtendedStatus I am at a loss on how to achieve this. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Feb 10 08:46:29 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 10 Feb 2009 07:46:29 -0600 Subject: [rt-users] Search hangs RT In-Reply-To: <49917F4B.4010402@chalmers.se> References: <49917F4B.4010402@chalmers.se> Message-ID: <20090210134629.GS2995@it.is.rice.edu> On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote: > Hello! > > I'm new to the list and I'm in a bit of a pickle, our RT-guru is on > paternity leave and we've started having problems with our RT-installation. > I've tried searching the list archives for something similar, but > nothing fits exactly: > > The problem: Often (not every time, maybe 8 out of 10) when I perform a > Search in RT, the search hangs. > The mysqld process is at 100 % cpu. When reading the log files, this > jumps out: > > /var/lib/mysql/blaha.log: > > SELECT GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600) > > and after a few minutes the web-interface returns with "500 Internal > Server Error" > > I've so far tried to decrease the LOCK time in > /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm > but that doesn't seem to help at all. > I've enabled logging of slow mysql queries, but so far no log entries > > We're running RT 3.7.5 > mysql 14.7 > apache 2.0.52 > > Does anyone have any suggestions or similar problems? > I can't pinpoint when we started having problems, 2-3 weeks ago, and the > problem seems to slowly escalate. > > /Anne-Marie > > Maybe your session table needs to be cleaned up. Try deleting any sessions over a couple of days old and then optimize the table. I cannot help with the specific commands since we use PostgreSQL for our RT instance but in SQL I run a command like: DELETE FROM sessions WHERE lastupdated < '2009-1-30'; or even TRUNCATE TABLE sessions; to get them all. You may just have a bloat problem. Try a SELECT COUNT(*) FROM sessions; Hope this helps. Cheers, Ken From tariq.doukkali at autoform.de Tue Feb 10 09:32:25 2009 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Tue, 10 Feb 2009 15:32:25 +0100 Subject: [rt-users] change Queue order !!! Message-ID: <192B76E92530564BAAB9DD78BAE565B740FE1E1225@chexchange.autoform.com> Hello all, how can I change the order of my Queues ??? Many Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From alberto.villanueva at altran.es Tue Feb 10 09:40:18 2009 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Tue, 10 Feb 2009 15:40:18 +0100 Subject: [rt-users] change Queue order !!! In-Reply-To: <192B76E92530564BAAB9DD78BAE565B740FE1E1225@chexchange.autoform.com> References: <192B76E92530564BAAB9DD78BAE565B740FE1E1225@chexchange.autoform.com> Message-ID: Order?? You refers to priority?? Or, text in combo?? Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es _____ size=2 width="100%" align=center> De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Tariq Doukkali Enviado el: martes, 10 de febrero de 2009 15:32 Para: rt-users at lists.bestpractical.com Asunto: [rt-users] change Queue order !!! Hello all, how can I change the order of my Queues ??? Many Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From stephen.a.cochran.lists at cahir.net Tue Feb 10 09:57:24 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Tue, 10 Feb 2009 09:57:24 -0500 Subject: [rt-users] Ticket/Search results navigation in 3.8.x In-Reply-To: <20090209195959.GB15353@17h.local> References: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com> <20090207064359.GB47499@173-114-89-74.pools.spcsdns.net> <35ccbd010902081128h7396f3f0x13b5eab591f70aa4@mail.gmail.com> <20090209195959.GB15353@17h.local> Message-ID: <35ccbd010902100657g4e7ec63ao3e0c07d0021351@mail.gmail.com> Well it's great to see that those are there. I'll dig in and see whats different (hopefully soon). I checked the release notes for 3.8.2 (we're on 3.8.1) and didn't see anything related to this. In case I missed it, nothing that you remember along those lines? Steve On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent wrote: > > On Sun 8.Feb'09 at 14:28:28 -0500, Stephen Cochran wrote: > > Maybe I'm missing something really obvious...I just disabled all local > > mods just to be sure. > > > > I log in, and see RT at a Glance. I click on one of the Queue names in > the > > Quick Search list. Now see a page with search results > > (/rt3/Search/Results.html). Included in menu bar across the top of the > > ticket area is "Show Results" which is currently bold. > > I just did the exact same things on rt3.fsck.com. > > http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png > > > > > > > Click on one of the tickets, and see that ticket > > (/rt3/Ticket/Display.html). I don't see any link for the search > results, > > previous, next, etc in the left sidebar menu. Screenshot of what I'm > > seeing below. > > > > [1]http://www.cahir.net/images/rt_image.png > > > > Steve > > > > On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2] > jesse at bestpractical.com> > > wrote: > > > > On Fri 6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote: > > > We recently upgraded to 3.8.1, and overall the interface is so > much > > > better! > > > > > > One comment we've received from our customer support group is > that > > several > > > navigation features are no longer available. When viewing a > queue > > or > > > search, there used to be the following links/controls: > > > > > > which took you back to the the last search or group you had. > These > > links > > > seem to have disappeared from 3.8.x, and I'm wondering if > there's a > > > setting to bring them back or if someone has made the > customization > > > already. > > > > > > > They sure seem to exist for me in 3.8...They're in the menu on the > left. > > > > References > > > > Visible links > > 1. http://www.cahir.net/images/rt_image.png > > 2. mailto:jesse at bestpractical.com > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ama at chalmers.se Tue Feb 10 10:19:27 2009 From: ama at chalmers.se (Anne-Marie Achrenius) Date: Tue, 10 Feb 2009 16:19:27 +0100 Subject: [rt-users] Search hangs RT In-Reply-To: <20090210134629.GS2995@it.is.rice.edu> References: <49917F4B.4010402@chalmers.se> <20090210134629.GS2995@it.is.rice.edu> Message-ID: <49919AFF.3010702@chalmers.se> Kenneth Marshall skrev: > On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote: > >> Hello! >> >> I'm new to the list and I'm in a bit of a pickle, our RT-guru is on >> paternity leave and we've started having problems with our RT-installation. >> I've tried searching the list archives for something similar, but >> nothing fits exactly: >> >> The problem: Often (not every time, maybe 8 out of 10) when I perform a >> Search in RT, the search hangs. >> The mysqld process is at 100 % cpu. When reading the log files, this >> jumps out: >> >> /var/lib/mysql/blaha.log: >> >> SELECT GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600) >> >> and after a few minutes the web-interface returns with "500 Internal >> Server Error" >> >> I've so far tried to decrease the LOCK time in >> /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm >> but that doesn't seem to help at all. >> I've enabled logging of slow mysql queries, but so far no log entries >> >> We're running RT 3.7.5 >> mysql 14.7 >> apache 2.0.52 >> >> Does anyone have any suggestions or similar problems? >> I can't pinpoint when we started having problems, 2-3 weeks ago, and the >> problem seems to slowly escalate. >> >> /Anne-Marie >> >> >> > Maybe your session table needs to be cleaned up. Try deleting any > sessions over a couple of days old and then optimize the table. I > cannot help with the specific commands since we use PostgreSQL for > our RT instance but in SQL I run a command like: > > DELETE FROM sessions WHERE lastupdated < '2009-1-30'; > > or even > > TRUNCATE TABLE sessions; > > to get them all. You may just have a bloat problem. Try a > > SELECT COUNT(*) FROM sessions; > > Hope this helps. > > Cheers, > Ken > Thanks for the help, unfortunately the problem doesn't seem to lie there: mysql> SELECT COUNT(*) FROM sessions; +----------+ | COUNT(*) | +----------+ | 323 | +----------+ 1 row in set (0.00 sec) and deleting anything older than 30/1 left 11. Still the same problem, search keeps hanging. How do I optimize the table? (I used to work with Oracle db:s around 10 years ago, I'm pretty rusty!) Depressed, /Anne-Marie From ktm at rice.edu Tue Feb 10 11:28:23 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 10 Feb 2009 10:28:23 -0600 Subject: [rt-users] Search hangs RT In-Reply-To: <49919AFF.3010702@chalmers.se> References: <49917F4B.4010402@chalmers.se> <20090210134629.GS2995@it.is.rice.edu> <49919AFF.3010702@chalmers.se> Message-ID: <20090210162823.GV2995@it.is.rice.edu> On Tue, Feb 10, 2009 at 04:19:27PM +0100, Anne-Marie Achrenius wrote: > Kenneth Marshall skrev: > > On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote: > > > >> Hello! > >> > >> I'm new to the list and I'm in a bit of a pickle, our RT-guru is on > >> paternity leave and we've started having problems with our RT-installation. > >> I've tried searching the list archives for something similar, but > >> nothing fits exactly: > >> > >> The problem: Often (not every time, maybe 8 out of 10) when I perform a > >> Search in RT, the search hangs. > >> The mysqld process is at 100 % cpu. When reading the log files, this > >> jumps out: > >> > >> /var/lib/mysql/blaha.log: > >> > >> SELECT GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600) > >> > >> and after a few minutes the web-interface returns with "500 Internal > >> Server Error" > >> > >> I've so far tried to decrease the LOCK time in > >> /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm > >> but that doesn't seem to help at all. > >> I've enabled logging of slow mysql queries, but so far no log entries > >> > >> We're running RT 3.7.5 > >> mysql 14.7 > >> apache 2.0.52 > >> > >> Does anyone have any suggestions or similar problems? > >> I can't pinpoint when we started having problems, 2-3 weeks ago, and the > >> problem seems to slowly escalate. > >> > >> /Anne-Marie > >> > >> > >> > > Maybe your session table needs to be cleaned up. Try deleting any > > sessions over a couple of days old and then optimize the table. I > > cannot help with the specific commands since we use PostgreSQL for > > our RT instance but in SQL I run a command like: > > > > DELETE FROM sessions WHERE lastupdated < '2009-1-30'; > > > > or even > > > > TRUNCATE TABLE sessions; > > > > to get them all. You may just have a bloat problem. Try a > > > > SELECT COUNT(*) FROM sessions; > > > > Hope this helps. > > > > Cheers, > > Ken > > > > Thanks for the help, unfortunately the problem doesn't seem to lie there: > > mysql> SELECT COUNT(*) FROM sessions; > +----------+ > | COUNT(*) | > +----------+ > | 323 | > +----------+ > 1 row in set (0.00 sec) > > and deleting anything older than 30/1 left 11. Still the same problem, > search keeps hanging. > How do I optimize the table? (I used to work with Oracle db:s around 10 > years ago, I'm pretty rusty!) > > Depressed, > > /Anne-Marie > Anne-Marie, It is more drastic, but since your RT administrator is out, maybe you could change to Session logging to a file and not the database. In 3.8 the lines in RT_Config.pm are: =item C<$WebSessionClass> C<$WebSessionClass> is the class you wish to use for managing Sessions. It defaults to use your SQL database, but if you are using MySQL 3.x and plans to use non-ascii Queue names, uncomment and add this line to F will prevent session corruption. =cut # Set($WebSessionClass , 'Apache::Session::File'); You should be able to add this line to your RT_SiteConfig.pm and then restart RT to use the file version of session storage. That should get you working until your admin returns. Good luck, Ken From agentc0re at gmail.com Tue Feb 10 12:06:35 2009 From: agentc0re at gmail.com (agentc0re) Date: Tue, 10 Feb 2009 09:06:35 -0800 (PST) Subject: [rt-users] Configure options for setting directories not working for me Message-ID: <21938116.post@talk.nabble.com> So I am building RT with the following configure options. ./configure \ --prefix=/usr \ --libexecdir=/usr/libexec/rt \ --sysconfdir=/etc/rt \ --datadir=/srv/www/htdocs/rt \ --localstatedir=/var \ --mandir=/usr/man \ --docdir=/usr/doc/$PRGNAM-$VERSION \ --build=$ARCH-slackware-linux \ --with-db-type=mysql \ --with-web-user=apache \ --with-web-group=apache When i do a 'make install DESTDIR=/tmp/rt' The only root folder is /usr and everything is inside of that. I would think that i should have /usr, /etc,/var and /srv showing up as root directories. Maybe i am misinterpreting the documentation? IE: "--sysconfdir=DIR read-only single-machine data [PREFIX/etc]". The [PREFIX/etc], does that mean no mater what i set as the "sysconfdir" that it will always go in what's defined as the prefix? The other question i have is about all the HTML files under the share dir. If i wanted to put them in the actual webdir, is what i have defined the correct way to do that(--datadir=/srv/www/htdocs/rt \)? -- View this message in context: http://www.nabble.com/Configure-options-for-setting-directories-not-working-for-me-tp21938116p21938116.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jpierce at cambridgeenergyalliance.org Tue Feb 10 12:23:55 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 12:23:55 -0500 Subject: [rt-users] create a new ticket with a forward? In-Reply-To: References: Message-ID: I think you want the find the extension version of Dirk Pape's "fork ticket" patch that was discussed on the list recently. It's still won't be a single click, but more automated nevertheless. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Tue Feb 10 13:30:02 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 13:30:02 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database Message-ID: I applied some of the recommendations from mysqltuner.pl (since backed out), including the users able to connect (to the test database) without authentication (not reversed), and now RT cannot connect to the database: [Tue Feb 10 13:29:12 2009] [error] [client 129.44.190.12] Connect Failed Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (13) at /opt/rt3/bin/../lib/RT.pm line 204 The socket is there, I can connect with mysql -u rt_user -p, and with a test perl script via DBI. I'm at a loss, and have found nothing but these obvious bits in the list archives, any thoughts? -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Tue Feb 10 13:38:04 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 13:38:04 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: What is RT trying to do, that is should fail when this debug script works? use EZDBI; use Data::Dumper; Connect 'mysql:rt', 'rt_user', 'PASSWORD'; my $r = Select '* From Users LIMIT 2'; print Dumper $_ while( $_ = $r->({}) ); __END__ $VAR1 = { 'WebEncoding' => undef, 'AuthSystem' => undef, 'PGPKey' => undef, 'Password' => '*NO-PASSWORD*', 'MobilePhone' => undef, 'WorkPhone' => undef, 'id' => '1', 'LastUpdated' => '2008-08-02 14:59:35', 'PagerPhone' => undef, 'ExternalContactInfoId' => undef, 'ContactInfoSystem' => undef, 'Creator' => '1', 'LastUpdatedBy' => '1', 'HomePhone' => undef, 'Address1' => undef, 'Created' => '2008-08-02 14:59:35', 'ExternalAuthId' => undef, 'Comments' => 'Do not delete or modify this user. It is integral to RT\'s internal database structures', 'NickName' => undef, 'Address2' => undef, 'Timezone' => undef, 'FreeformContactInfo' => undef, 'RealName' => 'The RT System itself', 'City' => undef, 'EmailAddress' => undef, 'EmailEncoding' => undef, 'State' => undef, 'Signature' => undef, 'Zip' => undef, 'Organization' => undef, 'Lang' => undef, 'Gecos' => undef, 'Country' => undef, 'Name' => 'RT_System' }; $VAR1 = { 'WebEncoding' => undef, 'AuthSystem' => undef, 'PGPKey' => undef, 'Password' => '*NO-PASSWORD*', 'MobilePhone' => undef, 'WorkPhone' => undef, 'id' => '6', 'LastUpdated' => '2008-08-02 14:59:35', 'PagerPhone' => undef, 'ExternalContactInfoId' => undef, 'ContactInfoSystem' => undef, 'Creator' => '1', 'LastUpdatedBy' => '1', 'HomePhone' => undef, 'Address1' => undef, 'Created' => '2008-08-02 14:59:35', 'ExternalAuthId' => undef, 'Comments' => 'Do not delete or modify this user. It is integral to RT\'s internal data structures', 'NickName' => undef, 'Address2' => undef, 'Timezone' => undef, 'FreeformContactInfo' => undef, 'RealName' => 'Nobody in particular', 'City' => undef, 'EmailAddress' => '', 'EmailEncoding' => undef, 'State' => undef, 'Signature' => undef, 'Zip' => undef, 'Organization' => undef, 'Lang' => undef, 'Gecos' => undef, 'Country' => undef, 'Name' => 'Nobody' }; -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Tue Feb 10 13:57:21 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 13:57:21 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: This second debug script also works?! and yields similar output. use lib qw(/opt/rt3/lib/ /opt/rt3/local/lib); use RT; use Data::Dumper; RT::LoadConfig(); RT->Init(); $r = $RT::Handle->SimpleQuery(' Select * From Users LIMIT 2'); print Dumper $_ while( $_ = $r->fetchrow_hashref ); From jpierce at cambridgeenergyalliance.org Tue Feb 10 14:05:30 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 14:05:30 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: Setting the log level to debug provides literally no information. I'm stumped, and really need to get this system back ASAP. any help would be greatly appreciated. -- Cambridge Energy Alliance: Save money. Save the planet. From jmoseley at corp.xanadoo.com Tue Feb 10 14:06:22 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 10 Feb 2009 13:06:22 -0600 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: Message-ID: Is mysql setup to listen to TCP connections via localhost and/or it's 'real' IP address? James Moseley Jerrad Pierce RT Users Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Eeek! RT is unable to connect to database 02/10/2009 12:30 PM I applied some of the recommendations from mysqltuner.pl (since backed out), including the users able to connect (to the test database) without authentication (not reversed), and now RT cannot connect to the database: [Tue Feb 10 13:29:12 2009] [error] [client 129.44.190.12] Connect Failed Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (13) at /opt/rt3/bin/../lib/RT.pm line 204 The socket is there, I can connect with mysql -u rt_user -p, and with a test perl script via DBI. I'm at a loss, and have found nothing but these obvious bits in the list archives, any thoughts? From jpierce at cambridgeenergyalliance.org Tue Feb 10 14:08:17 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 14:08:17 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: On Tue, Feb 10, 2009 at 14:06, wrote: > Is mysql setup to listen to TCP connections via localhost and/or it's > 'real' IP address? No. This configuration has always had skip-networking, without a problem. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Tue Feb 10 14:13:56 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 14:13:56 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: Just ran perl sbin/rt-setup-database --action acl --prompt-for-dba-password, and no change to the db or situation... From jmoseley at corp.xanadoo.com Tue Feb 10 14:14:20 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 10 Feb 2009 13:14:20 -0600 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: Message-ID: Sorry, didn't realize RT had the capability to use local Unix sockets... Does the owner of the httpd process have access to the mysql socket? Assuming nothing changed within the RT directory, it might be helpful for you to post the mysql you used to tune the database and the syntax used to back out of the changes. Hopefully you have a current mysql backup of the RT database. ;-) James Moseley Jerrad Pierce jmoseley at corp.xanadoo.com cc 02/10/2009 01:08 RT Users PM , rt-users-bounces at lists.bestpractica l.com Subject Re: [rt-users] Eeek! RT is unable to connect to database On Tue, Feb 10, 2009 at 14:06, wrote: > Is mysql setup to listen to TCP connections via localhost and/or it's > 'real' IP address? No. This configuration has always had skip-networking, without a problem. From Ryan.Hardester at ci.tracy.ca.us Tue Feb 10 14:09:13 2009 From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester) Date: Tue, 10 Feb 2009 11:09:13 -0800 Subject: [rt-users] Modify users access Message-ID: Is there a way to allow users to edit other users without giving "See Configuration Tab"? I am running RT 3.8.2 under Ubuntu with Apache. I have given the users "AdminUsers" permissions, but when they are in a ticket and click a name/e-mail from the People tab they just get a blank page that shows Time to display and the BP footer. I'd like to be able to just let them edit users without exposing the other configuration options to them. --Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Tue Feb 10 14:17:28 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 14:17:28 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: > Assuming nothing changed within the RT directory, it might be helpful for > you to post the mysql you used to tune the database and the syntax used to > back out of the changes. No SQL was used, just variables via my.cnf The problem persists whether or not they are set. > Hopefully you have a current mysql backup of the RT database. ;-) Relatively, as of about 3 this morning. But the database itself is there and fine. As previously indicated. I can connect to it manually, and programmatically. RT just seems to have decided to throw a hissy fit. From jpierce at cambridgeenergyalliance.org Tue Feb 10 14:19:31 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 14:19:31 -0500 Subject: [rt-users] Modify users access In-Reply-To: References: Message-ID: On Tue, Feb 10, 2009 at 14:09, Ryan Hardester wrote: > Is there a way to allow users to edit other users without giving "See > Configuration Tab"? Being able to see other things under Configuration doesn't allow you to edit them. Just like seeing a Queue doesn't permit you to do things to the queue. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Tue Feb 10 14:25:22 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 14:25:22 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: <4991D173.8050300@baywinds.org> References: <4991D173.8050300@baywinds.org> Message-ID: On Tue, Feb 10, 2009 at 14:11, Bruce Ferrell wrote: > check the apache error_log Yes, that is where the quoted error was from. > and enable and check the mysql full logs. the > apache logs may give you and idea of what's going on and if you're being > rejected by mysql you'll see that in the full log Not entirely sure what you mean. There's nothing in the error log other than start/stop. And log= begets nothing since the connection never forms and no queries are issued? From torsten.brumm at googlemail.com Tue Feb 10 14:32:28 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 10 Feb 2009 20:32:28 +0100 Subject: [rt-users] change Queue order !!! In-Reply-To: <192B76E92530564BAAB9DD78BAE565B740FE1E1225@chexchange.autoform.com> References: <192B76E92530564BAAB9DD78BAE565B740FE1E1225@chexchange.autoform.com> Message-ID: What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based. Torsten 2009/2/10 Tariq Doukkali > Hello all, > > > > how can I change the order of my Queues ??? > > > > Many 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Tue Feb 10 14:37:33 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 10 Feb 2009 13:37:33 -0600 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: Message-ID: Report the results of a diff between the old version of my.cnf and the one after your changes. James Moseley Jerrad Pierce jmoseley at corp.xanadoo.com cc 02/10/2009 01:17 RT Users PM , rt-users-bounces at lists.bestpractica l.com Subject Re: [rt-users] Eeek! RT is unable to connect to database > Assuming nothing changed within the RT directory, it might be helpful for > you to post the mysql you used to tune the database and the syntax used to > back out of the changes. No SQL was used, just variables via my.cnf The problem persists whether or not they are set. > Hopefully you have a current mysql backup of the RT database. ;-) Relatively, as of about 3 this morning. But the database itself is there and fine. As previously indicated. I can connect to it manually, and programmatically. RT just seems to have decided to throw a hissy fit. From barnesaw at ucrwcu.rwc.uc.edu Tue Feb 10 14:41:03 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 10 Feb 2009 14:41:03 -0500 Subject: [rt-users] Modify users access In-Reply-To: References: Message-ID: <4991D84F.3040807@ucrwcu.rwc.uc.edu> Ryan Hardester wrote: > > Is there a way to allow users to edit other users without giving ?See > Configuration Tab?? > > I am running RT 3.8.2 under Ubuntu with Apache. I have given the users > ?AdminUsers? permissions, but when they are in a ticket and click a > name/e-mail from the People tab they just get a blank page that shows > Time to display and the BP footer. > > I?d like to be able to just let them edit users without exposing the > other configuration options to them. > I think giving them AdminUsers rights should take of that. > --Ryan > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From jpierce at cambridgeenergyalliance.org Tue Feb 10 14:42:47 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 14:42:47 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: On Tue, Feb 10, 2009 at 14:37, wrote: > Report the results of a diff between the old version of my.cnf and the one > after your changes. As previously reported, the changes have already been undone. The diff is /dev/null They were nothing ground-breaking: --- /etc/my.cnf 2008-10-06 17:08:18.000000000 -0400 +++ /etc/my.new 2009-02-10 14:34:40.000000000 -0500 @@ -5,19 +5,26 @@ # clients (those using the mysqlclient10 compatibility package). #old_passwords=1 skip-networking +skip-isam +skip-bdb #my-large.cnf key_buffer = 256M max_allowed_packet = 4M table_cache = 256 -sort_buffer_size = 1M +sort_buffer_size = 2M read_buffer_size = 1M read_rnd_buffer_size = 4M myisam_sort_buffer_size = 64M thread_cache = 8 query_cache_size= 16M thread_concurrency = 4 +#mysqltuner.pl{ + tmp_table_size = 32M + max_heap_table_size = 32M +#} +#XXX skip-innodb # You can set .._buffer_pool_size up to 50 - 80 % # of RAM but beware of setting memory usage too high innodb_buffer_pool_size = 256M @@ -33,7 +40,6 @@ innodb_additional_mem_pool_size=2M innodb_file_io_threads=4 innodb_lock_wait_timeout=50 -sort_buffer=2M innodb_additional_mem_pool_size = 20M -- Cambridge Energy Alliance: Save money. Save the planet. From bferrell at baywinds.org Tue Feb 10 14:11:47 2009 From: bferrell at baywinds.org (Bruce Ferrell) Date: Tue, 10 Feb 2009 11:11:47 -0800 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: <4991D173.8050300@baywinds.org> check the apache error_log and enable and check the mysql full logs. the apache logs may give you and idea of what's going on and if you're being rejected by mysql you'll see that in the full log Jerrad Pierce wrote: > Setting the log level to debug provides literally no information. > I'm stumped, and really need to get this system back ASAP. > any help would be greatly appreciated. > From jmoseley at corp.xanadoo.com Tue Feb 10 14:54:44 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 10 Feb 2009 13:54:44 -0600 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: Message-ID: OK, and your certain my.cnf is setup so that this is the correct socket: /var/lib/mysql/mysql.sock? And the httpd process (assuming Apache here) has proper permissions to mysql.sock? James Moseley Jerrad Pierce jmoseley at corp.xanadoo.com cc 02/10/2009 01:42 RT Users PM , rt-users-bounces at lists.bestpractica l.com Subject Re: [rt-users] Eeek! RT is unable to connect to database On Tue, Feb 10, 2009 at 14:37, wrote: > Report the results of a diff between the old version of my.cnf and the one > after your changes. As previously reported, the changes have already been undone. The diff is /dev/null From gravyface at gmail.com Tue Feb 10 15:03:30 2009 From: gravyface at gmail.com (GravyFace) Date: Tue, 10 Feb 2009 15:03:30 -0500 Subject: [rt-users] customizing the ticket form Message-ID: <19fa96670902101203t10bf1defycb3e0a158304577f@mail.gmail.com> I'd like to be able to change the Update Type drop-down to default to "Reply to Requestors" when the "Resolve" link is clicked instead of "Comments (Not sent to requestors)". What's the best way to achieve this? If I need to modify/extend the source, I don't mind doing so, just don't want to go about it the wrong way and/or reinvent the wheel. Thanks From torsten.brumm at googlemail.com Tue Feb 10 14:30:23 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 10 Feb 2009 20:30:23 +0100 Subject: [rt-users] Search hangs RT In-Reply-To: <49919AFF.3010702@chalmers.se> References: <49917F4B.4010402@chalmers.se> <20090210134629.GS2995@it.is.rice.edu> <49919AFF.3010702@chalmers.se> Message-ID: Hi Anne Marie, to optimize tables use mysql> optimize table sessions; we had the same issue in the past and turned down the session locking time in the mysql.pm from your first mail to 1sec, it fixes it for us. torsten btw, we also clean each night the session table, which makes rt lot faster. 2009/2/10 Anne-Marie Achrenius > Kenneth Marshall skrev: > > On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote: > > > >> Hello! > >> > >> I'm new to the list and I'm in a bit of a pickle, our RT-guru is on > >> paternity leave and we've started having problems with our > RT-installation. > >> I've tried searching the list archives for something similar, but > >> nothing fits exactly: > >> > >> The problem: Often (not every time, maybe 8 out of 10) when I perform a > >> Search in RT, the search hangs. > >> The mysqld process is at 100 % cpu. When reading the log files, this > >> jumps out: > >> > >> /var/lib/mysql/blaha.log: > >> > >> SELECT GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600) > >> > >> and after a few minutes the web-interface returns with "500 Internal > >> Server Error" > >> > >> I've so far tried to decrease the LOCK time in > >> /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm > >> but that doesn't seem to help at all. > >> I've enabled logging of slow mysql queries, but so far no log entries > >> > >> We're running RT 3.7.5 > >> mysql 14.7 > >> apache 2.0.52 > >> > >> Does anyone have any suggestions or similar problems? > >> I can't pinpoint when we started having problems, 2-3 weeks ago, and the > >> problem seems to slowly escalate. > >> > >> /Anne-Marie > >> > >> > >> > > Maybe your session table needs to be cleaned up. Try deleting any > > sessions over a couple of days old and then optimize the table. I > > cannot help with the specific commands since we use PostgreSQL for > > our RT instance but in SQL I run a command like: > > > > DELETE FROM sessions WHERE lastupdated < '2009-1-30'; > > > > or even > > > > TRUNCATE TABLE sessions; > > > > to get them all. You may just have a bloat problem. Try a > > > > SELECT COUNT(*) FROM sessions; > > > > Hope this helps. > > > > Cheers, > > Ken > > > > Thanks for the help, unfortunately the problem doesn't seem to lie there: > > mysql> SELECT COUNT(*) FROM sessions; > +----------+ > | COUNT(*) | > +----------+ > | 323 | > +----------+ > 1 row in set (0.00 sec) > > and deleting anything older than 30/1 left 11. Still the same problem, > search keeps hanging. > How do I optimize the table? (I used to work with Oracle db:s around 10 > years ago, I'm pretty rusty!) > > Depressed, > > /Anne-Marie > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Tue Feb 10 15:12:24 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 12:12:24 -0800 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <4990B8C3.7010702@cryologic.com> References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> Message-ID: <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> > Jo Rhett wrote: >> Most of our tickets are created through e-mail so I didn't notice >> this. >> I just created a ticket inside RT 3.8.2 using the "New Ticket In" >> button at the top of the page and the text is unreadable when >> viewing the ticket because my paragraphs simply aren't line >> wrapping. There is a scrollbar in the view and you can scroll >> back and forth but this is obnoxiously difficult. On Feb 9, 2009, at 3:14 PM, gordon at cryologic.com wrote: > in RT_Site_Config change > > Set($MessageBoxWrap, "SOFT"); > > Set($MessageBoxWrap, "HARD"); I certainly can do -- but why is this an option? Is there any reason for Soft mode, ever? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Tue Feb 10 15:18:40 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Feb 2009 15:18:40 -0500 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> Message-ID: <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> > > Set($MessageBoxWrap, "SOFT"); > > > > Set($MessageBoxWrap, "HARD"); > > > I certainly can do -- but why is this an option? Is there any reason > for Soft mode, ever? Different people and different organizations have different preferences for line wrap. When you're free of 80 column terminals, (either because you have a phone which displays 30-50 characters per line or a client which displays 90ish columns as you make your window wider, you might be less thrilled with someone hard-wrapping at 72 characters. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Tue Feb 10 15:27:43 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 15:27:43 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: /usr/libexec/mysqld --verbose --help | grep socket socket /var/lib/mysql/mysql.sock 4 srwxrwxrwx 1 mysql mysql 0 Feb 10 14:59 mysql.sock= Doh! WTF? Somehow SELinux context on the socket got borked. http://www.linuxquestions.org/questions/fedora-35/selinux-apache-mysql-php-260126/ Trying to fix it now... -- Cambridge Energy Alliance: Save money. Save the planet. From jrhett at netconsonance.com Tue Feb 10 15:29:39 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 12:29:39 -0800 Subject: [rt-users] clone ticket? Message-ID: <69E691AE-8AC4-4E60-B3FD-2DCDFB7A471A@netconsonance.com> The mail archives show Jesse consistently referring to CloneTicket... but I can't find this in RT, nor in the Wiki, nor in Google. Did this feature just not happen? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jpierce at cambridgeenergyalliance.org Tue Feb 10 15:57:56 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 15:57:56 -0500 Subject: [rt-users] clone ticket? In-Reply-To: <69E691AE-8AC4-4E60-B3FD-2DCDFB7A471A@netconsonance.com> References: <69E691AE-8AC4-4E60-B3FD-2DCDFB7A471A@netconsonance.com> Message-ID: On Tue, Feb 10, 2009 at 15:29, Jo Rhett wrote: > The mail archives show Jesse consistently referring to CloneTicket... > but I can't find this in RT, nor in the Wiki, nor in Google. Did > this feature just not happen? Not yet, again, see extension version of Dirk's patch by Mark Roedel: http://www.gossamer-threads.com/lists/rt/users/80499#80499 From jrhett at netconsonance.com Tue Feb 10 16:01:14 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 13:01:14 -0800 Subject: [rt-users] where oh where is the Preferences link? In-Reply-To: <20090206182925.GI4075@bestpractical.com> References: <20090206182925.GI4075@bestpractical.com> Message-ID: <42930B1F-8BBC-408C-8B36-D4B4674D3923@netconsonance.com> On Feb 6, 2009, at 10:29 AM, Jesse Vincent wrote: > Preferences -> Settings -> Email Delivery Okay, color me stupid but I can't figure out why nobody but superusers can see Preferences. Searching on the wiki has no links, and there are no rights which clearly specify who can see the Preferences link. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Tue Feb 10 16:10:26 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 13:10:26 -0800 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> Message-ID: On Feb 10, 2009, at 12:18 PM, Jesse Vincent wrote: > Different people and different organizations have different > preferences > for line wrap. When you're free of 80 column terminals, (either > because > you have a phone which displays 30-50 characters per line or a client > which displays 90ish columns as you make your window wider, you > might be > less thrilled with someone hard-wrapping at 72 characters. I understand that, but I don't understand "no wrap at all". The ticket I created has a few lines with 3000+ characters. That's *never* useful. In theory, the input should be soft wrap, and the client should wrap text at whatever is appropriate for the viewer, yah? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Tue Feb 10 16:12:10 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 13:12:10 -0800 Subject: [rt-users] clone ticket? In-Reply-To: References: <69E691AE-8AC4-4E60-B3FD-2DCDFB7A471A@netconsonance.com> Message-ID: <1B54F9F9-CF22-4CB9-939E-8EF40962C285@netconsonance.com> On Feb 10, 2009, at 12:57 PM, Jerrad Pierce wrote: > On Tue, Feb 10, 2009 at 15:29, Jo Rhett > wrote: >> The mail archives show Jesse consistently referring to CloneTicket... >> but I can't find this in RT, nor in the Wiki, nor in Google. Did >> this feature just not happen? > Not yet, again, see extension version of Dirk's patch by Mark Roedel: > > http://www.gossamer-threads.com/lists/rt/users/80499#80499 I already have that patch. I was just trying to be certain that some functionality didn't get added to 3.8 which would provided similar functions. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Tue Feb 10 16:14:02 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 13:14:02 -0800 Subject: [rt-users] where oh where is the Preferences link? In-Reply-To: <4991ECD2.9@uwaterloo.ca> References: <20090206182925.GI4075@bestpractical.com> <42930B1F-8BBC-408C-8B36-D4B4674D3923@netconsonance.com> <4991ECD2.9@uwaterloo.ca> Message-ID: On Feb 10, 2009, at 1:08 PM, Jeff Voskamp wrote: > You need to have "ModifySelf" permissions to see the Preferences tab. Thanks for the help. *headdesk* -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jpierce at cambridgeenergyalliance.org Tue Feb 10 16:16:08 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 16:16:08 -0500 Subject: [rt-users] clone ticket? In-Reply-To: <1B54F9F9-CF22-4CB9-939E-8EF40962C285@netconsonance.com> References: <69E691AE-8AC4-4E60-B3FD-2DCDFB7A471A@netconsonance.com> <1B54F9F9-CF22-4CB9-939E-8EF40962C285@netconsonance.com> Message-ID: > I already have that patch. I was just trying to be certain that some > functionality didn't get added to 3.8 which would provided similar > functions. Your question didn't convey that. The link indicates that Mark's implementation is not a patch, but an extension *for 3.8* -- Cambridge Energy Alliance: Save money. Save the planet. From jesse at bestpractical.com Tue Feb 10 16:16:56 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Feb 2009 16:16:56 -0500 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> Message-ID: <20090210211656.GB78216@17h.local> > I understand that, but I don't understand "no wrap at all". The ticket I > created has a few lines with 3000+ characters. That's *never* useful. It sure can be. My mail clients all autowrap long lines. As a _personal_ preference, I generally find myself happier having my client rewrap incoming mail than accepting someone else's default. > In theory, the input should be soft wrap, and the client should wrap > text at whatever is appropriate for the viewer, yah? That's what soft wrapping is. "Wrap on display, not in the actual text" > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source and > other randomness > > -- From jesse at bestpractical.com Tue Feb 10 16:17:41 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Feb 2009 16:17:41 -0500 Subject: [rt-users] clone ticket? In-Reply-To: References: <69E691AE-8AC4-4E60-B3FD-2DCDFB7A471A@netconsonance.com> Message-ID: <20090210211741.GC78216@17h.local> On Tue 10.Feb'09 at 15:57:56 -0500, Jerrad Pierce wrote: > On Tue, Feb 10, 2009 at 15:29, Jo Rhett wrote: > > The mail archives show Jesse consistently referring to CloneTicket... > > but I can't find this in RT, nor in the Wiki, nor in Google. Did > > this feature just not happen? > Not yet, again, see extension version of Dirk's patch by Mark Roedel: > > http://www.gossamer-threads.com/lists/rt/users/80499#80499 Clone ticket is what became the "create" buttons next to the various relationships on the ticket display page. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From javoskam at uwaterloo.ca Tue Feb 10 16:08:34 2009 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Tue, 10 Feb 2009 16:08:34 -0500 Subject: [rt-users] where oh where is the Preferences link? In-Reply-To: <42930B1F-8BBC-408C-8B36-D4B4674D3923@netconsonance.com> References: <20090206182925.GI4075@bestpractical.com> <42930B1F-8BBC-408C-8B36-D4B4674D3923@netconsonance.com> Message-ID: <4991ECD2.9@uwaterloo.ca> Jo Rhett wrote: > On Feb 6, 2009, at 10:29 AM, Jesse Vincent wrote: > >> Preferences -> Settings -> Email Delivery >> > > > Okay, color me stupid but I can't figure out why nobody but superusers > can see Preferences. > > Searching on the wiki has no links, and there are no rights which > clearly specify who can see the Preferences link. > > You need to have "ModifySelf" permissions to see the Preferences tab. Jeff From jrhett at netconsonance.com Tue Feb 10 16:20:07 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 13:20:07 -0800 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <20090210211656.GB78216@17h.local> References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> <20090210211656.GB78216@17h.local> Message-ID: On Feb 10, 2009, at 1:16 PM, Jesse Vincent wrote: > It sure can be. My mail clients all autowrap long lines. As a > _personal_ preference, I generally find myself happier having my > client > rewrap incoming mail than accepting someone else's default. This bug report was about the web interface. >> In theory, the input should be soft wrap, and the client should wrap >> text at whatever is appropriate for the viewer, yah? > > That's what soft wrapping is. "Wrap on display, not in the actual > text" And back to my original report. When I create a ticket inside the RT web interface, the paragraphs of text DO NOT WRAP when I view them inside the very same RT web interface. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Tue Feb 10 16:21:02 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 13:21:02 -0800 Subject: [rt-users] clone ticket? In-Reply-To: <20090210211741.GC78216@17h.local> References: <69E691AE-8AC4-4E60-B3FD-2DCDFB7A471A@netconsonance.com> <20090210211741.GC78216@17h.local> Message-ID: <3B18B497-DF50-41CC-95CC-5EDEC0E8FFC3@netconsonance.com> On Feb 10, 2009, at 1:17 PM, Jesse Vincent wrote: > Clone ticket is what became the "create" buttons next to the various > relationships on the ticket display page. Ah, that makes sense. Thanks for the history. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Tue Feb 10 16:21:41 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 13:21:41 -0800 Subject: [rt-users] clone ticket? In-Reply-To: References: <69E691AE-8AC4-4E60-B3FD-2DCDFB7A471A@netconsonance.com> <1B54F9F9-CF22-4CB9-939E-8EF40962C285@netconsonance.com> Message-ID: <2414AAB6-D9F0-4DE7-8DB8-B1B9FD6E1BB8@netconsonance.com> On Feb 10, 2009, at 1:16 PM, Jerrad Pierce wrote: > The link indicates that Mark's implementation is not a patch, > but an extension *for 3.8* I know. In the time that this thread has gone on, I have already built and installed and tested that extension ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Tue Feb 10 16:43:03 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Feb 2009 16:43:03 -0500 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> <20090210211656.GB78216@17h.local> Message-ID: <20090210214303.GD78216@17h.local> > > And back to my original report. When I create a ticket inside the RT > web interface, the paragraphs of text DO NOT WRAP when I view them > inside the very same RT web interface. That's very different. But with RT's "Web 2" style, I can't replicate it on Firefox (Mac), Safari (Mac), Opera (Mac) or IE6 (WINE). -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Tue Feb 10 16:44:50 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Feb 2009 16:44:50 -0500 Subject: [rt-users] Eeek! RT is unable to connect to database In-Reply-To: References: Message-ID: Okay, I eventually got RT working again. Something really screwed up SELinux. I had to add new relaxed permissions for apache to access mysql's socket, and then restorecon -R /opt/rt3/var so RT could access its logs. -- Cambridge Energy Alliance: Save money. Save the planet. From Jim.Tambling at datatote.co.uk Tue Feb 10 17:36:31 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Tue, 10 Feb 2009 22:36:31 -0000 Subject: [rt-users] Reminders still open after a ticket is closed Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBA4@mail.sys.internal> If I set a reminder for a ticket, after the ticket is resolved the reminder is still active. Is there anyway to automate closing the reminders on resolution of the ticket? Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Tue Feb 10 18:03:54 2009 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 10 Feb 2009 17:03:54 -0600 Subject: [rt-users] Reminders still open after a ticket is closed In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBA4@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FBA4@mail.sys.internal> Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4002716B35@rachael-reborn.letnet.net> Looks to me like http://wiki.bestpractical.com/view/OnQueueChangeFixReminders should get you most of the way there as a jumping-off point. Obviously, you'd change the scrip condition to "On Resolve" and you'd use a $ticket->SetStatus('resolved') call in place of the $Ticket->SetQueue($queue) in the while loop... -- Mark Roedel Senior Programmer/Analyst - Web Services LeTourneau University From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Tambling Sent: Tuesday, February 10, 2009 4:37 PM To: rt-users at bestpractical.com Subject: [rt-users] Reminders still open after a ticket is closed If I set a reminder for a ticket, after the ticket is resolved the reminder is still active. Is there anyway to automate closing the reminders on resolution of the ticket? Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Tue Feb 10 19:27:11 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 16:27:11 -0800 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <20090210214303.GD78216@17h.local> References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> <20090210211656.GB78216@17h.local> <20090210214303.GD78216@17h.local> Message-ID: <7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com> On Feb 10, 2009, at 1:43 PM, Jesse Vincent wrote: >> And back to my original report. When I create a ticket inside the RT >> web interface, the paragraphs of text DO NOT WRAP when I view them >> inside the very same RT web interface. > > That's very different. But with RT's "Web 2" style, I can't > replicate it > on Firefox (Mac), Safari (Mac), Opera (Mac) or IE6 (WINE). I originally observed this in Camino(Mac) but replicated it on Firefox Windows. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristian.davies at gmail.com Tue Feb 10 19:01:00 2009 From: kristian.davies at gmail.com (Kristian Davies) Date: Wed, 11 Feb 2009 00:01:00 +0000 Subject: [rt-users] Time Displays In-Reply-To: <4990871D.1010006@lbl.gov> References: <4990871D.1010006@lbl.gov> Message-ID: > Thanks to Kristian Davies I have modifed my time entries to allow only > "Days". The data is stores "as is", which is perfect. If someone enters > "5", it is stored as "5". However, when I display a ticket, it still > shows "min" next to the time fields. How can I get the time Displays to > just show "Days"? Thanks. In the interest of sharing - again, not my code: local/html/Ticket/ Elements/ShowTime %# END BPS TAGGED BLOCK }}} % if ($minutes < 60) { <&|/l, $minutes &>[_1] min % } elsif ($minutes < 480) { <&|/l, sprintf("%.1f",$minutes / 60) &>[quant,_1,hour] (<&|/l, $minutes &>[_1] min) % } else { <&|/l, sprintf("%.1f",$minutes / 480) &>[quant,_1,day] (<&|/l, sprintf("%.1f",$minutes / 60) &>[quant,_1,hour]) % } <%ARGS> $minutes Kristian From daviswj at comcast.net Tue Feb 10 19:34:00 2009 From: daviswj at comcast.net (Bill Davis) Date: Tue, 10 Feb 2009 17:34:00 -0700 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com> References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> <20090210211656.GB78216@17h.local> <20090210214303.GD78216@17h.local> <7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com> Message-ID: <49921CF8.9050908@comcast.net> Jo Rhett wrote: > On Feb 10, 2009, at 1:43 PM, Jesse Vincent wrote: >>> And back to my original report. When I create a ticket inside the RT >>> web interface, the paragraphs of text DO NOT WRAP when I view them >>> inside the very same RT web interface. >> >> That's very different. But with RT's "Web 2" style, I can't replicate it >> on Firefox (Mac), Safari (Mac), Opera (Mac) or IE6 (WINE). > > I originally observed this in Camino(Mac) but replicated it on Firefox > Windows. > I see this occasionally with specific inbound emails. Suspect it has more to do with the format/content of that specific email than with general RT behavior. Bill Davis From jrhett at netconsonance.com Tue Feb 10 19:55:11 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 16:55:11 -0800 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <49921CA2.3040900@comcast.net> References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> <20090210211656.GB78216@17h.local> <20090210214303.GD78216@17h.local> <7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com> <49921CA2.3040900@comcast.net> Message-ID: <4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com> I just replicated it on every brower for both Mac and Windows, so it's definitely a "feature" in 3.8.2. On Feb 10, 2009, at 4:32 PM, Bill Davis wrote: > Jo Rhett wrote: >> On Feb 10, 2009, at 1:43 PM, Jesse Vincent wrote: >>>> And back to my original report. When I create a ticket inside >>>> the RT web interface, the paragraphs of text DO NOT WRAP when I >>>> view them inside the very same RT web interface. >>> >>> That's very different. But with RT's "Web 2" style, I can't >>> replicate it >>> on Firefox (Mac), Safari (Mac), Opera (Mac) or IE6 (WINE). >> >> I originally observed this in Camino(Mac) but replicated it on >> Firefox Windows. >> > I see this occasionally with specific inbound emails. Suspect it > has more to do with the format/content of that specific email than > with general RT behavior. > > Bill Davis -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Tue Feb 10 19:58:08 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Feb 2009 19:58:08 -0500 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com> References: <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> <20090210211656.GB78216@17h.local> <20090210214303.GD78216@17h.local> <7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com> <49921CA2.3040900@comcast.net> <4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com> Message-ID: <20090211005808.GB92976@72-61-71-73.pools.spcsdns.net> On Tue 10.Feb'09 at 16:55:11 -0800, Jo Rhett wrote: > I just replicated it on every brower for both Mac and Windows, so it's > definitely a "feature" in 3.8.2. Can you provide a screenshot of a whole ticket (with history) that exhibits this? From jrhett at netconsonance.com Tue Feb 10 20:00:11 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 10 Feb 2009 17:00:11 -0800 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <20090210214303.GD78216@17h.local> References: <349F376C-7ED3-47C9-8C96-C537C167A4EE@netconsonance.com> <4990B8C3.7010702@cryologic.com> <30F3193F-744E-4330-BDDF-14E4AD9DDCC9@netconsonance.com> <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> <20090210211656.GB78216@17h.local> <20090210214303.GD78216@17h.local> Message-ID: On Feb 10, 2009, at 1:43 PM, Jesse Vincent wrote: >> And back to my original report. When I create a ticket inside the RT >> web interface, the paragraphs of text DO NOT WRAP when I view them >> inside the very same RT web interface. > > That's very different. But with RT's "Web 2" style, I can't > replicate it > on Firefox (Mac), Safari (Mac), Opera (Mac) or IE6 (WINE). I just replicated it identically on Camino 2.0b1 (Max) Firefox 3.0.5 (Mac) Firefox 3.0.6 (Windows) This is using 3.8.2 on Freebsd, no extensions enabled. (I originally found it when we had no extensions, and I disabled them again for this test to be sure) To replicate: 1. Click "New Ticket In" on the top bar, or change the queue name to a different queue 2. Type something in the subject line. 3. Type a forever long paragraph in the body of the mail. 4. Click "Create" 5. View the ticket text under History and observe that the text is a single very long line with no wrapping -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Tue Feb 10 20:11:22 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Feb 2009 20:11:22 -0500 Subject: [rt-users] tickets created in RT don't line-wrap? In-Reply-To: <019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com> References: <20090210201840.GD83147@72-61-71-73.pools.spcsdns.net> <20090210211656.GB78216@17h.local> <20090210214303.GD78216@17h.local> <7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com> <49921CA2.3040900@comcast.net> <4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com> <20090211005808.GB92976@72-61-71-73.pools.spcsdns.net> <019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com> Message-ID: <20090211011122.GD92976@72-61-71-73.pools.spcsdns.net> On Tue 10.Feb'09 at 17:03:34 -0800, Jo Rhett wrote: > On Feb 10, 2009, at 4:58 PM, Jesse Vincent wrote: >> Can you provide a screenshot of a whole ticket (with history) that >> exhibits this? > > > Attached. Can you resend that after clicking 'full headers'? Also, have you customized RT's ticket display to show message content as a 
?
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From jesse at bestpractical.com  Tue Feb 10 20:33:12 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 10 Feb 2009 20:33:12 -0500
Subject: [rt-users] tickets created in RT don't line-wrap?
In-Reply-To: 
References: <20090210211656.GB78216@17h.local>
	
	<20090210214303.GD78216@17h.local>
	<7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com>
	<49921CA2.3040900@comcast.net>
	<4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com>
	<20090211005808.GB92976@72-61-71-73.pools.spcsdns.net>
	<019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com>
	<20090211011122.GD92976@72-61-71-73.pools.spcsdns.net>
	
Message-ID: <20090211013312.GC93786@17h.local>


Ok,

If I:

    - Turn off the HTML composer
    - Turn off hard wrapping in the plain-text composition window
    - Go into my preferences and set RT to show plain text mail in a
      monospace font (inside a 
, essentially)

Then yes, RT will not wrap the content of your message. 

I'm not really sure how much of a bug I consider that.

I'd be happy to see a css patch which improves the wrapping of plain
text mail when you've told it to use a monospace font. 
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From alexyoung at scoutsolutions.co.uk  Tue Feb 10 20:38:59 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Wed, 11 Feb 2009 01:38:59 -0000
Subject: [rt-users] colorize status
In-Reply-To: <498C4A03.4198.003E.0@finleysd.org>
References: <498C4A03.4198.003E.0@finleysd.org>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64D5F853@s-wor-e-001.SCOUTSOFFICE.local>

I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.

Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.

I changed your updated statusInColor code form the WIKI.

# Show status in colour.
sub statusInColor {
	my $Ticket = shift;
	my $status = $Ticket->Status;
	my $css = "status" . lc $status;
	my $cssreply = "status" . lc "reply";
	my $LastUpdater = $Ticket->LastUpdatedByObj->EmailAddress;
	my $TicketRequestors =
$Ticket->Requestors->MemberEmailAddressesAsString;
	my $TicketCC = $Ticket->Cc->MemberEmailAddressesAsString;
	my $CurrentUser = $session{'CurrentUser'}->EmailAddress;

# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
	if (($CurrentUser ne $LastUpdater) && ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
	{
		my $txn = $Ticket->SeenUpTo or return \"
$status
";
#        my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id. "#txn-".$txn->id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
		my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id ."&MarkAsSeen=1".
"#txn-".$txn->id;
		$status = "
$status New
Reply
";
	}
	else {
		$status = "
$status
";
	}

	return \"$status";

}


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users at lists.bestpractical.com
Subject: [rt-users] colorize status

So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2  The question that I have is this...

When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was....  

I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.  

This is how I would like this new reply type flag setup for my list
view.  I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.

Is this easily possible?  Any advise on how to go about it?

Thanks,

Dan

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 jrhett at netconsonance.com  Tue Feb 10 21:08:32 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 10 Feb 2009 18:08:32 -0800
Subject: [rt-users] tickets created in RT don't line-wrap?
In-Reply-To: <20090211013312.GC93786@17h.local>
References: <20090210211656.GB78216@17h.local>
	
	<20090210214303.GD78216@17h.local>
	<7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com>
	<49921CA2.3040900@comcast.net>
	<4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com>
	<20090211005808.GB92976@72-61-71-73.pools.spcsdns.net>
	<019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com>
	<20090211011122.GD92976@72-61-71-73.pools.spcsdns.net>
	
	<20090211013312.GC93786@17h.local>
Message-ID: <2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>


On Feb 10, 2009, at 5:33 PM, Jesse Vincent wrote:
> If I:
>    - Turn off the HTML composer
>    - Turn off hard wrapping in the plain-text composition window
>    - Go into my preferences and set RT to show plain text mail in a
>      monospace font (inside a 
, essentially)
>
> Then yes, RT will not wrap the content of your message.
>
> I'm not really sure how much of a bug I consider that.


Perhaps a documentation bug?  There actually isn't much RT  
documentation saying "these are the settings we expect to work best  
for most people"

You haven't even told me what this setting is...
>    - Go into my preferences and set RT to show plain text mail in a
>      monospace font (inside a 
, essentially)


I'd be fine to disable this if it's not what you expect/test for/etc.   
Just tell me what setting this is.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From jrhett at netconsonance.com  Tue Feb 10 21:16:07 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 10 Feb 2009 18:16:07 -0800
Subject: [rt-users] tickets created in RT don't line-wrap?
In-Reply-To: <2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>
References: <20090210211656.GB78216@17h.local>
	
	<20090210214303.GD78216@17h.local>
	<7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com>
	<49921CA2.3040900@comcast.net>
	<4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com>
	<20090211005808.GB92976@72-61-71-73.pools.spcsdns.net>
	<019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com>
	<20090211011122.GD92976@72-61-71-73.pools.spcsdns.net>
	
	<20090211013312.GC93786@17h.local>
	<2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>
Message-ID: <618B0984-86E5-4EF9-9FE0-1E118C121F42@netconsonance.com>

The only thing I can find in the configuration is $PlainTextPre which  
was set to 1.  I changed it to 0 and restarted apache and this has not  
changed anything.  I even created another test ticket to be certain.

On Feb 10, 2009, at 6:08 PM, Jo Rhett wrote:
> On Feb 10, 2009, at 5:33 PM, Jesse Vincent wrote:
>> If I:
>>   - Turn off the HTML composer
>>   - Turn off hard wrapping in the plain-text composition window
>>   - Go into my preferences and set RT to show plain text mail in a
>>     monospace font (inside a 
, essentially)
>>
>> Then yes, RT will not wrap the content of your message.
>>
>> I'm not really sure how much of a bug I consider that.
>
>
> Perhaps a documentation bug?  There actually isn't much RT
> documentation saying "these are the settings we expect to work best
> for most people"
>
> You haven't even told me what this setting is...
>>   - Go into my preferences and set RT to show plain text mail in a
>>     monospace font (inside a 
, essentially)
>
>
> I'd be fine to disable this if it's not what you expect/test for/etc.
> Just tell me what setting this is.
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From jrhett at netconsonance.com  Tue Feb 10 21:31:53 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 10 Feb 2009 18:31:53 -0800
Subject: [rt-users] tickets created in RT don't line-wrap?
In-Reply-To: <618B0984-86E5-4EF9-9FE0-1E118C121F42@netconsonance.com>
References: <20090210211656.GB78216@17h.local>
	
	<20090210214303.GD78216@17h.local>
	<7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com>
	<49921CA2.3040900@comcast.net>
	<4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com>
	<20090211005808.GB92976@72-61-71-73.pools.spcsdns.net>
	<019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com>
	<20090211011122.GD92976@72-61-71-73.pools.spcsdns.net>
	
	<20090211013312.GC93786@17h.local>
	<2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>
	<618B0984-86E5-4EF9-9FE0-1E118C121F42@netconsonance.com>
Message-ID: <3E45A6CC-9AAB-431F-A952-F9681C880EB2@netconsonance.com>

FWIW, this setting is now 0 and there are still 
 tags in the  
output.




Go into my preferences and

$ grep TextPre /usr/local/etc/rt38/*
/usr/local/etc/rt38/RT_Config.pm:=item C<$PlainTextPre>
/usr/local/etc/rt38/RT_Config.pm:to be displayed correctly.  By  
setting $PlainTextPre they'll be
/usr/local/etc/rt38/RT_Config.pm:Set($PlainTextPre, 0);
/usr/local/etc/rt38/RT_SiteConfig.pm:Set( $PlainTextPre, 0 );

Apache has been fully stopped and started and this behavior continues.

On Feb 10, 2009, at 6:16 PM, Jo Rhett wrote:
> The only thing I can find in the configuration is $PlainTextPre which
> was set to 1.  I changed it to 0 and restarted apache and this has not
> changed anything.  I even created another test ticket to be certain.
>
> On Feb 10, 2009, at 6:08 PM, Jo Rhett wrote:
>> On Feb 10, 2009, at 5:33 PM, Jesse Vincent wrote:
>>> If I:
>>>  - Turn off the HTML composer
>>>  - Turn off hard wrapping in the plain-text composition window
>>>  - Go into my preferences and set RT to show plain text mail in a
>>>    monospace font (inside a 
, essentially)
>>>
>>> Then yes, RT will not wrap the content of your message.
>>>
>>> I'm not really sure how much of a bug I consider that.
>>
>>
>> Perhaps a documentation bug?  There actually isn't much RT
>> documentation saying "these are the settings we expect to work best
>> for most people"
>>
>> You haven't even told me what this setting is...
>>>  - Go into my preferences and set RT to show plain text mail in a
>>>    monospace font (inside a 
, essentially)
>>
>>
>> I'd be fine to disable this if it's not what you expect/test for/etc.
>> Just tell me what setting this is.
>>
>> -- 
>> Jo Rhett
>> Net Consonance : consonant endings by net philanthropy, open source
>> and other randomness
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From gordon at cryologic.com  Tue Feb 10 21:48:56 2009
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Wed, 11 Feb 2009 13:48:56 +1100
Subject: [rt-users] tickets created in RT don't line-wrap?
In-Reply-To: <3E45A6CC-9AAB-431F-A952-F9681C880EB2@netconsonance.com>
References: <20090210211656.GB78216@17h.local>		<20090210214303.GD78216@17h.local>	<7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com>	<49921CA2.3040900@comcast.net>	<4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com>	<20090211005808.GB92976@72-61-71-73.pools.spcsdns.net>	<019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com>	<20090211011122.GD92976@72-61-71-73.pools.spcsdns.net>		<20090211013312.GC93786@17h.local>	<2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>	<618B0984-86E5-4EF9-9FE0-1E118C121F42@netconsonance.com>
	<3E45A6CC-9AAB-431F-A952-F9681C880EB2@netconsonance.com>
Message-ID: <49923C98.8070103@cryologic.com>

Perhaps deleting the mason cache before restarting apache may fix it?

Gordon


Jo Rhett wrote:
> FWIW, this setting is now 0 and there are still 
 tags in the  
> output.
> 
> 

> 
Go into my preferences and
> 
> $ grep TextPre /usr/local/etc/rt38/*
> /usr/local/etc/rt38/RT_Config.pm:=item C<$PlainTextPre>
> /usr/local/etc/rt38/RT_Config.pm:to be displayed correctly.  By  
> setting $PlainTextPre they'll be
> /usr/local/etc/rt38/RT_Config.pm:Set($PlainTextPre, 0);
> /usr/local/etc/rt38/RT_SiteConfig.pm:Set( $PlainTextPre, 0 );
> 
> Apache has been fully stopped and started and this behavior continues.


From stephen.a.cochran.lists at cahir.net  Tue Feb 10 22:58:34 2009
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Tue, 10 Feb 2009 22:58:34 -0500
Subject: [rt-users] Ticket/Search results navigation in 3.8.x
In-Reply-To: <35ccbd010902100657g4e7ec63ao3e0c07d0021351@mail.gmail.com>
References: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com>
	<20090207064359.GB47499@173-114-89-74.pools.spcsdns.net>
	<35ccbd010902081128h7396f3f0x13b5eab591f70aa4@mail.gmail.com>
	<20090209195959.GB15353@17h.local>
	<35ccbd010902100657g4e7ec63ao3e0c07d0021351@mail.gmail.com>
Message-ID: <35ccbd010902101958x18c44d11l4af85e118a2ba05e@mail.gmail.com>

Think I've found part of the why, if not all of it.

in Ticket/Elements/Tabs on line 64:

    if ( defined $session{'tickets'} ) {

isn't evaluating to true. For some reason RT doesn't see us as having a
session.

It's possible it is related to how we have auth set up. We're using Apache's
authnz_ldap to set REMOTE_USER so all of our internal apps are
single-signon. But that by itself shouldn't prevent sessions.

I didn't set that part up so I'll have to check into that a little further.

Steve



On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran <
stephen.a.cochran.lists at cahir.net> wrote:

>
> Well it's great to see that those are there. I'll dig in and see whats
> different (hopefully soon).
>
> I checked the release notes for 3.8.2 (we're on 3.8.1) and didn't see
> anything related to this. In case I missed it, nothing that you remember
> along those lines?
>
> Steve
>
>
>
> On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent wrote:
>
>>
>> On Sun  8.Feb'09 at 14:28:28 -0500, Stephen Cochran wrote:
>> >    Maybe I'm missing something really obvious...I just disabled all
>> local
>> >    mods just to be sure.
>> >
>> >    I log in, and see RT at a Glance. I click on one of the Queue names
>> in the
>> >    Quick Search list. Now see a page with search results
>> >    (/rt3/Search/Results.html). Included in menu bar across the top of
>> the
>> >    ticket area is "Show Results" which is currently bold.
>>
>> I just did the exact same things on rt3.fsck.com.
>>
>> http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png
>>
>>
>>
>> >
>> >    Click on one of the tickets, and see that ticket
>> >    (/rt3/Ticket/Display.html). I don't see any link for the search
>> results,
>> >    previous, next, etc in the left sidebar menu. Screenshot of what I'm
>> >    seeing below.
>> >
>> >    [1]http://www.cahir.net/images/rt_image.png
>> >
>> >    Steve
>> >
>> >    On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2]
>> jesse at bestpractical.com>
>> >    wrote:
>> >
>> >      On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
>> >      >    We recently upgraded to 3.8.1, and overall the interface is so
>> much
>> >      >    better!
>> >      >
>> >      >    One comment we've received from our customer support group is
>> that
>> >      several
>> >      >    navigation features are no longer available. When viewing a
>> queue
>> >      or
>> >      >    search, there used to be the following links/controls:
>> >      >
>> >      >    which took you back to the the last search or group you had.
>> These
>> >      links
>> >      >    seem to have disappeared from 3.8.x, and I'm wondering if
>> there's a
>> >      >    setting to bring them back or if someone has made the
>> customization
>> >      >    already.
>> >      >
>> >
>> >      They sure seem to exist for me in 3.8...They're in the menu on the
>> left.
>> >
>> > References
>> >
>> >    Visible links
>> >    1. http://www.cahir.net/images/rt_image.png
>> >    2. mailto:jesse at bestpractical.com
>>
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>>
>> --
>>
>
>
-------------- next part --------------
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URL: 

From stephen.a.cochran.lists at cahir.net  Tue Feb 10 23:03:15 2009
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Tue, 10 Feb 2009 23:03:15 -0500
Subject: [rt-users] Ticket/Search results navigation in 3.8.x
In-Reply-To: <35ccbd010902101958x18c44d11l4af85e118a2ba05e@mail.gmail.com>
References: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com>
	<20090207064359.GB47499@173-114-89-74.pools.spcsdns.net>
	<35ccbd010902081128h7396f3f0x13b5eab591f70aa4@mail.gmail.com>
	<20090209195959.GB15353@17h.local>
	<35ccbd010902100657g4e7ec63ao3e0c07d0021351@mail.gmail.com>
	<35ccbd010902101958x18c44d11l4af85e118a2ba05e@mail.gmail.com>
Message-ID: <35ccbd010902102003k15d933feld3ab117e44d4aa9a@mail.gmail.com>

Did some quick testing, my browser does have a RT session cookie. It stays
the same when I log in and the At a Glance page is displayed.

Session ID stays the same when I click on a queue name.

Session ID changes every time I click on a Ticket link in a search result.

I haven't had to dig into how RT manages sessions, so if anyone has any
hints as to why the session cookies would be reset when moving to
Ticket/Display, let me know.

Steve



On Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran <
stephen.a.cochran.lists at cahir.net> wrote:

> Think I've found part of the why, if not all of it.
>
> in Ticket/Elements/Tabs on line 64:
>
>     if ( defined $session{'tickets'} ) {
>
> isn't evaluating to true. For some reason RT doesn't see us as having a
> session.
>
> It's possible it is related to how we have auth set up. We're using
> Apache's authnz_ldap to set REMOTE_USER so all of our internal apps are
> single-signon. But that by itself shouldn't prevent sessions.
>
> I didn't set that part up so I'll have to check into that a little further.
>
>
> Steve
>
>
>
>
> On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran <
> stephen.a.cochran.lists at cahir.net> wrote:
>
>>
>> Well it's great to see that those are there. I'll dig in and see whats
>> different (hopefully soon).
>>
>> I checked the release notes for 3.8.2 (we're on 3.8.1) and didn't see
>> anything related to this. In case I missed it, nothing that you remember
>> along those lines?
>>
>> Steve
>>
>>
>>
>> On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent wrote:
>>
>>>
>>> On Sun  8.Feb'09 at 14:28:28 -0500, Stephen Cochran wrote:
>>> >    Maybe I'm missing something really obvious...I just disabled all
>>> local
>>> >    mods just to be sure.
>>> >
>>> >    I log in, and see RT at a Glance. I click on one of the Queue names
>>> in the
>>> >    Quick Search list. Now see a page with search results
>>> >    (/rt3/Search/Results.html). Included in menu bar across the top of
>>> the
>>> >    ticket area is "Show Results" which is currently bold.
>>>
>>> I just did the exact same things on rt3.fsck.com.
>>>
>>> http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png
>>>
>>>
>>>
>>> >
>>> >    Click on one of the tickets, and see that ticket
>>> >    (/rt3/Ticket/Display.html). I don't see any link for the search
>>> results,
>>> >    previous, next, etc in the left sidebar menu. Screenshot of what I'm
>>> >    seeing below.
>>> >
>>> >    [1]http://www.cahir.net/images/rt_image.png
>>> >
>>> >    Steve
>>> >
>>> >    On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2]
>>> jesse at bestpractical.com>
>>> >    wrote:
>>> >
>>> >      On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
>>> >      >    We recently upgraded to 3.8.1, and overall the interface is
>>> so much
>>> >      >    better!
>>> >      >
>>> >      >    One comment we've received from our customer support group is
>>> that
>>> >      several
>>> >      >    navigation features are no longer available. When viewing a
>>> queue
>>> >      or
>>> >      >    search, there used to be the following links/controls:
>>> >      >
>>> >      >    which took you back to the the last search or group you had.
>>> These
>>> >      links
>>> >      >    seem to have disappeared from 3.8.x, and I'm wondering if
>>> there's a
>>> >      >    setting to bring them back or if someone has made the
>>> customization
>>> >      >    already.
>>> >      >
>>> >
>>> >      They sure seem to exist for me in 3.8...They're in the menu on the
>>> left.
>>> >
>>> > References
>>> >
>>> >    Visible links
>>> >    1. http://www.cahir.net/images/rt_image.png
>>> >    2. mailto:jesse at bestpractical.com
>>>
>>> > _______________________________________________
>>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> >
>>> > Community help: http://wiki.bestpractical.com
>>> > Commercial support: sales at bestpractical.com
>>> >
>>> >
>>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> > Buy a copy at http://rtbook.bestpractical.com
>>>
>>> --
>>>
>>
>>
>
-------------- next part --------------
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URL: 

From sits at nuix.com  Tue Feb 10 22:59:41 2009
From: sits at nuix.com (David Sitsky)
Date: Wed, 11 Feb 2009 14:59:41 +1100
Subject: [rt-users] ShowMessageStanza callback with 3.8.0 + html escaping on
	output text
Message-ID: <49924D2D.40102@nuix.com>

Hi,

I have written a basic ShowMessageStanza callback following instructions 
from http://wiki.bestpractical.com/view/CustomizingWithCallbacks/2212 as 
follows to create links automatically when matching patterns.  In this 
case, the pattern is 4 alphabetic characters followed by 4 digits.

<%init>
my $val = $$content;
use bytes;
$val =~ s|\b[A-Z]{4}\d{4}\b|$&<\/a>|g;
$$content = $val;

<%args>
$content => undef


The code runs as expected, however my output has been html escaped, so 
if I see the message body.

Here is ABCD1234 as requested.

This appears in the browser window as:

Here is ABCD1234 as 
requested.

Is there some trick I need to do to make this not escape my output?

-- 
Cheers,
David

Nuix Pty Ltd
Suite 79, 89 Jones St, Ultimo NSW 2007, Australia    Ph: +61 2 9280 0699
Web: http://www.nuix.com                            Fax: +61 2 9212 6902


From jrhett at netconsonance.com  Wed Feb 11 00:37:31 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 10 Feb 2009 21:37:31 -0800
Subject: [rt-users] tickets created in RT don't line-wrap?
In-Reply-To: <49923C98.8070103@cryologic.com>
References: <20090210211656.GB78216@17h.local>		<20090210214303.GD78216@17h.local>	<7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com>	<49921CA2.3040900@comcast.net>	<4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com>	<20090211005808.GB92976@72-61-71-73.pools.spcsdns.net>	<019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com>	<20090211011122.GD92976@72-61-71-73.pools.spcsdns.net>		<20090211013312.GC93786@17h.local>	<2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>	<618B0984-86E5-4EF9-9FE0-1E118C121F42@netconsonance.com>
	<3E45A6CC-9AAB-431F-A952-F9681C880EB2@netconsonance.com>
	<49923C98.8070103@cryologic.com>
Message-ID: 

No change. Full apache stop.  rm -rf /var/run/rt38/mason_data/obj.   
Apache start.

On Feb 10, 2009, at 6:48 PM, gordon at cryologic.com wrote:
> Perhaps deleting the mason cache before restarting apache may fix it?
>
> Gordon
>
>
> Jo Rhett wrote:
>> FWIW, this setting is now 0 and there are still 
 tags in the   
>> output.
>> 

>> 
Go into my preferences and
>> $ grep TextPre /usr/local/etc/rt38/*
>> /usr/local/etc/rt38/RT_Config.pm:=item C<$PlainTextPre>
>> /usr/local/etc/rt38/RT_Config.pm:to be displayed correctly.  By   
>> setting $PlainTextPre they'll be
>> /usr/local/etc/rt38/RT_Config.pm:Set($PlainTextPre, 0);
>> /usr/local/etc/rt38/RT_SiteConfig.pm:Set( $PlainTextPre, 0 );
>> Apache has been fully stopped and started and this behavior  
>> continues.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From ruslan.zakirov at gmail.com  Wed Feb 11 00:48:56 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 11 Feb 2009 08:48:56 +0300
Subject: [rt-users] Ticket/Search results navigation in 3.8.x
In-Reply-To: <35ccbd010902102003k15d933feld3ab117e44d4aa9a@mail.gmail.com>
References: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com>
	<20090207064359.GB47499@173-114-89-74.pools.spcsdns.net>
	<35ccbd010902081128h7396f3f0x13b5eab591f70aa4@mail.gmail.com>
	<20090209195959.GB15353@17h.local>
	<35ccbd010902100657g4e7ec63ao3e0c07d0021351@mail.gmail.com>
	<35ccbd010902101958x18c44d11l4af85e118a2ba05e@mail.gmail.com>
	<35ccbd010902102003k15d933feld3ab117e44d4aa9a@mail.gmail.com>
Message-ID: <589c94400902102148v7ab55f20u4dd9d22e24243b14@mail.gmail.com>

Have you read UPGRADING.mysql?

On Wed, Feb 11, 2009 at 7:03 AM, Stephen Cochran
 wrote:
>
> Did some quick testing, my browser does have a RT session cookie. It stays
> the same when I log in and the At a Glance page is displayed.
>
> Session ID stays the same when I click on a queue name.
>
> Session ID changes every time I click on a Ticket link in a search result.
>
> I haven't had to dig into how RT manages sessions, so if anyone has any
> hints as to why the session cookies would be reset when moving to
> Ticket/Display, let me know.
>
> Steve
>
>
>
> On Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran
>  wrote:
>>
>> Think I've found part of the why, if not all of it.
>>
>> in Ticket/Elements/Tabs on line 64:
>>
>>     if ( defined $session{'tickets'} ) {
>>
>> isn't evaluating to true. For some reason RT doesn't see us as having a
>> session.
>>
>> It's possible it is related to how we have auth set up. We're using
>> Apache's authnz_ldap to set REMOTE_USER so all of our internal apps are
>> single-signon. But that by itself shouldn't prevent sessions.
>>
>> I didn't set that part up so I'll have to check into that a little
>> further.
>>
>> Steve
>>
>>
>>
>> On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran
>>  wrote:
>>>
>>> Well it's great to see that those are there. I'll dig in and see whats
>>> different (hopefully soon).
>>>
>>> I checked the release notes for 3.8.2 (we're on 3.8.1) and didn't see
>>> anything related to this. In case I missed it, nothing that you remember
>>> along those lines?
>>>
>>> Steve
>>>
>>>
>>> On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent 
>>> wrote:
>>>>
>>>> On Sun  8.Feb'09 at 14:28:28 -0500, Stephen Cochran wrote:
>>>> >    Maybe I'm missing something really obvious...I just disabled all
>>>> > local
>>>> >    mods just to be sure.
>>>> >
>>>> >    I log in, and see RT at a Glance. I click on one of the Queue names
>>>> > in the
>>>> >    Quick Search list. Now see a page with search results
>>>> >    (/rt3/Search/Results.html). Included in menu bar across the top of
>>>> > the
>>>> >    ticket area is "Show Results" which is currently bold.
>>>>
>>>> I just did the exact same things on rt3.fsck.com.
>>>>
>>>> http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png
>>>>
>>>>
>>>>
>>>> >
>>>> >    Click on one of the tickets, and see that ticket
>>>> >    (/rt3/Ticket/Display.html). I don't see any link for the search
>>>> > results,
>>>> >    previous, next, etc in the left sidebar menu. Screenshot of what
>>>> > I'm
>>>> >    seeing below.
>>>> >
>>>> >    [1]http://www.cahir.net/images/rt_image.png
>>>> >
>>>> >    Steve
>>>> >
>>>> >    On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent
>>>> > <[2]jesse at bestpractical.com>
>>>> >    wrote:
>>>> >
>>>> >      On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
>>>> >      >    We recently upgraded to 3.8.1, and overall the interface is
>>>> > so much
>>>> >      >    better!
>>>> >      >
>>>> >      >    One comment we've received from our customer support group
>>>> > is that
>>>> >      several
>>>> >      >    navigation features are no longer available. When viewing a
>>>> > queue
>>>> >      or
>>>> >      >    search, there used to be the following links/controls:
>>>> >      >
>>>> >      >    which took you back to the the last search or group you had.
>>>> > These
>>>> >      links
>>>> >      >    seem to have disappeared from 3.8.x, and I'm wondering if
>>>> > there's a
>>>> >      >    setting to bring them back or if someone has made the
>>>> > customization
>>>> >      >    already.
>>>> >      >
>>>> >
>>>> >      They sure seem to exist for me in 3.8...They're in the menu on
>>>> > the left.
>>>> >
>>>> > References
>>>> >
>>>> >    Visible links
>>>> >    1. http://www.cahir.net/images/rt_image.png
>>>> >    2. mailto:jesse at bestpractical.com
>>>>
>>>> > _______________________________________________
>>>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>> >
>>>> > Community help: http://wiki.bestpractical.com
>>>> > Commercial support: sales at bestpractical.com
>>>> >
>>>> >
>>>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> > Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>> --
>>>
>>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From sits at nuix.com  Wed Feb 11 00:58:14 2009
From: sits at nuix.com (David Sitsky)
Date: Wed, 11 Feb 2009 16:58:14 +1100
Subject: [rt-users] ShowMessageStanza callback with 3.8.0 + html
 escaping on	output text
In-Reply-To: <49924D2D.40102@nuix.com>
References: <49924D2D.40102@nuix.com>
Message-ID: <499268F6.1040806@nuix.com>

Ok - perhaps the wiki is out of date.  I've managed to do this using a 
Custom MakeClicky action as specified here: 
http://www.l2c2.co.in/rt-3.8.0/docs/extending_clickable_links.pod.

Guess the wiki should be updated..

David Sitsky wrote:
> Hi,
> 
> I have written a basic ShowMessageStanza callback following instructions 
> from http://wiki.bestpractical.com/view/CustomizingWithCallbacks/2212 as 
> follows to create links automatically when matching patterns.  In this 
> case, the pattern is 4 alphabetic characters followed by 4 digits.
> 
> <%init>
> my $val = $$content;
> use bytes;
> $val =~ s|\b[A-Z]{4}\d{4}\b|$&<\/a>|g;
> $$content = $val;
> 
> <%args>
> $content => undef
> 
> 
> The code runs as expected, however my output has been html escaped, so 
> if I see the message body.
> 
> Here is ABCD1234 as requested.
> 
> This appears in the browser window as:
> 
> Here is ABCD1234 as 
> requested.
> 
> Is there some trick I need to do to make this not escape my output?
> 


-- 
Cheers,
David

Nuix Pty Ltd
Suite 79, 89 Jones St, Ultimo NSW 2007, Australia    Ph: +61 2 9280 0699
Web: http://www.nuix.com                            Fax: +61 2 9212 6902


From tariq.doukkali at autoform.de  Wed Feb 11 01:45:08 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Wed, 11 Feb 2009 07:45:08 +0100
Subject: [rt-users] change Queue order !!!
In-Reply-To: 
References: <192B76E92530564BAAB9DD78BAE565B740FE1E1225@chexchange.autoform.com>
	
Message-ID: <192B76E92530564BAAB9DD78BAE565B740FE1E12D2@chexchange.autoform.com>

Hello,

I mean the queue order inside the quicksearch.

Thanks

Von: Torsten Brumm [mailto:torsten.brumm at googlemail.com]
Gesendet: Dienstag, 10. Februar 2009 20:32
An: Tariq Doukkali
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] change Queue order !!!

What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based.

Torsten
2009/2/10 Tariq Doukkali >

Hello all,



how can I change the order of my Queues ???



Many 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



--
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
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From george.beitis at googlemail.com  Wed Feb 11 02:13:13 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Wed, 11 Feb 2009 09:13:13 +0200
Subject: [rt-users] Help with callbacks
Message-ID: <9be19c1c0902102313l7a3e4751h570db001f07ac461@mail.gmail.com>

Hey guys!
 i need some help with callbacks, i am not sure how i can access a variable
from the main script making the call to the callback, if i am in the
callback code.  Do i pass arguments to the callback code some how?

I would apriciate any help!

Thanks!
George
-------------- next part --------------
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From alberto.villanueva at altran.es  Wed Feb 11 03:53:23 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Wed, 11 Feb 2009 09:53:23 +0100
Subject: [rt-users] colorize status
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64D5F853@s-wor-e-001.SCOUTSOFFICE.local>
References: <498C4A03.4198.003E.0@finleysd.org>
	<3CE7D8D453B27148BBCA0B2063B11E64D5F853@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: 

?Have you tried to colorize using HTML code? :S :S


Regards,

ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

 Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es

 
-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Alex Young
Enviado el: mi?rcoles, 11 de febrero de 2009 2:39
Para: Daniel Cook; rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] colorize status

I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.

Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.

I changed your updated statusInColor code form the WIKI.

# Show status in colour.
sub statusInColor {
	my $Ticket = shift;
	my $status = $Ticket->Status;
	my $css = "status" . lc $status;
	my $cssreply = "status" . lc "reply";
	my $LastUpdater = $Ticket->LastUpdatedByObj->EmailAddress;
	my $TicketRequestors =
$Ticket->Requestors->MemberEmailAddressesAsString;
	my $TicketCC = $Ticket->Cc->MemberEmailAddressesAsString;
	my $CurrentUser = $session{'CurrentUser'}->EmailAddress;

# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
	if (($CurrentUser ne $LastUpdater) && ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
	{
		my $txn = $Ticket->SeenUpTo or return \"
$status
";
#        my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id. "#txn-".$txn->id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
		my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id ."&MarkAsSeen=1".
"#txn-".$txn->id;
		$status = "
$status New
Reply
";
	}
	else {
		$status = "
$status
";
	}

	return \"$status";

}


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users at lists.bestpractical.com
Subject: [rt-users] colorize status

So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2  The question that I have is this...

When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was....  

I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.  

This is how I would like this new reply type flag setup for my list
view.  I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.

Is this easily possible?  Any advise on how to go about it?

Thanks,

Dan

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 tariq.doukkali at autoform.de  Wed Feb 11 04:10:56 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Wed, 11 Feb 2009 10:10:56 +0100
Subject: [rt-users] WG:  change Queue order !!!
Message-ID: <192B76E92530564BAAB9DD78BAE565B740FE322D7F@chexchange.autoform.com>

Hello,

I want change the sorting order of RT-queues, because our external customers (unprivileged users) can see only one queue "inbox". Also Unprivileged users can create tickets only on this queue.

After a supporter is notified, that a ticket is created, this supporter log on the server and move the ticket from inbox to the appropriate queue. The problem is, that when a support log on RT-system the inbox queue appear on the middle of the site. We have about 40 queues !!!

Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab.

Best regards from Germany,
Tariq

Von: Alberto Villanueva [mailto:alberto.villanueva at altran.es]
Gesendet: Mittwoch, 11. Februar 2009 09:57
An: Tariq Doukkali
Betreff: RE: [rt-users] change Queue order !!!

Hello Tariq,

Could I ask to you why you want to do that??


Regards,

ALBERTO VILLANUEVA VAL
Consultor
____________________________________________
[cid:image001.jpg at 01C98C30.72A64D30]
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es



De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Tariq Doukkali
Enviado el: mi?rcoles, 11 de febrero de 2009 7:45
Para: Torsten Brumm
CC: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] change Queue order !!!

Hello,

I mean the queue order inside the quicksearch.

Thanks

Von: Torsten Brumm [mailto:torsten.brumm at googlemail.com]
Gesendet: Dienstag, 10. Februar 2009 20:32
An: Tariq Doukkali
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] change Queue order !!!

What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based.

Torsten
2009/2/10 Tariq Doukkali >

Hello all,



how can I change the order of my Queues ???



Many 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



--
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
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From tariq.doukkali at autoform.de  Wed Feb 11 04:30:40 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Wed, 11 Feb 2009 10:30:40 +0100
Subject: [rt-users] change Queue order !!!
In-Reply-To: 
References: <192B76E92530564BAAB9DD78BAE565B740FE1E1225@chexchange.autoform.com>
	<192B76E92530564BAAB9DD78BAE565B740FE1E12D2@chexchange.autoform.com>
	
	<192B76E92530564BAAB9DD78BAE565B740FE322D7B@chexchange.autoform.com>
	
Message-ID: <192B76E92530564BAAB9DD78BAE565B740FE322D8F@chexchange.autoform.com>

Hello Alberto,

many Thanks for your answer !!!

The right's configurations are ok. The only problem is, that on the quick search tab the queues are sorted  alphabetically. And I will define my own sorting order (not alphabetically) !!!!

Chau ;-))

Von: Alberto Villanueva [mailto:alberto.villanueva at altran.es]
Gesendet: Mittwoch, 11. Februar 2009 10:23
An: Tariq Doukkali
Betreff: RE: [rt-users] change Queue order !!!

Hello Tariq!

You have to modify the "RT_Config.pm" file, or creating a new file where you generate the new combobox (or textbox,...).

But I suspect the problem is about permissions. Are they right?? Because my customers (each customer, see a concrete queue) only watch their queues :)

Best regards from Spain!

ALBERTO VILLANUEVA VAL
Consultor
____________________________________________
[cid:image001.jpg at 01C98C33.C97664D0]
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es



De: Tariq Doukkali [mailto:tariq.doukkali at autoform.de]
Enviado el: mi?rcoles, 11 de febrero de 2009 10:07
Para: Alberto Villanueva
Asunto: AW: [rt-users] change Queue order !!!

Hello,

I want change the sorting order of RT-queues, because our external customers (unprivileged users) can see only one queue "inbox". Also Unprivileged users can create tickets only on this queue.

After a supporter is notified, that a ticket is created, this supporter log on the server and move the ticket from inbox to the appropriate queue. The problem is, that when a support log on RT-system the inbox queue appear on the middle of the site. We have about 40 queues !!!

Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab.

Best regards from Germany,
Tariq

Von: Alberto Villanueva [mailto:alberto.villanueva at altran.es]
Gesendet: Mittwoch, 11. Februar 2009 09:57
An: Tariq Doukkali
Betreff: RE: [rt-users] change Queue order !!!

Hello Tariq,

Could I ask to you why you want to do that??


Regards,

ALBERTO VILLANUEVA VAL
Consultor
____________________________________________
[cid:image001.jpg at 01C98C33.C97664D0]
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es



De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Tariq Doukkali
Enviado el: mi?rcoles, 11 de febrero de 2009 7:45
Para: Torsten Brumm
CC: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] change Queue order !!!

Hello,

I mean the queue order inside the quicksearch.

Thanks

Von: Torsten Brumm [mailto:torsten.brumm at googlemail.com]
Gesendet: Dienstag, 10. Februar 2009 20:32
An: Tariq Doukkali
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] change Queue order !!!

What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based.

Torsten
2009/2/10 Tariq Doukkali >

Hello all,



how can I change the order of my Queues ???



Many 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



--
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
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From alexyoung at scoutsolutions.co.uk  Wed Feb 11 05:03:56 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Wed, 11 Feb 2009 10:03:56 -0000
Subject: [rt-users] colorize status
In-Reply-To: 
References: <498C4A03.4198.003E.0@finleysd.org><3CE7D8D453B27148BBCA0B2063B11E64D5F853@s-wor-e-001.SCOUTSOFFICE.local>
	
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64D5F87A@s-wor-e-001.SCOUTSOFFICE.local>

No, as I based the code on already existing code that did most of the job already. You're welcome to suggest how it could be improved.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alberto Villanueva
Sent: 11 February 2009 08:53
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] colorize status

?Have you tried to colorize using HTML code? :S :S


Regards,

ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

 Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es

 
-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Alex Young
Enviado el: mi?rcoles, 11 de febrero de 2009 2:39
Para: Daniel Cook; rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] colorize status

I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.

Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.

I changed your updated statusInColor code form the WIKI.

# Show status in colour.
sub statusInColor {
	my $Ticket = shift;
	my $status = $Ticket->Status;
	my $css = "status" . lc $status;
	my $cssreply = "status" . lc "reply";
	my $LastUpdater = $Ticket->LastUpdatedByObj->EmailAddress;
	my $TicketRequestors =
$Ticket->Requestors->MemberEmailAddressesAsString;
	my $TicketCC = $Ticket->Cc->MemberEmailAddressesAsString;
	my $CurrentUser = $session{'CurrentUser'}->EmailAddress;

# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
	if (($CurrentUser ne $LastUpdater) && ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
	{
		my $txn = $Ticket->SeenUpTo or return \"
$status
";
#        my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id. "#txn-".$txn->id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
		my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id ."&MarkAsSeen=1".
"#txn-".$txn->id;
		$status = "
$status New
Reply
";
	}
	else {
		$status = "
$status
";
	}

	return \"$status";

}


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users at lists.bestpractical.com
Subject: [rt-users] colorize status

So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2  The question that I have is this...

When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was....  

I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.  

This is how I would like this new reply type flag setup for my list
view.  I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.

Is this easily possible?  Any advise on how to go about it?

Thanks,

Dan

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

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


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

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


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

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

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


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


From alberto.villanueva at altran.es  Wed Feb 11 05:22:24 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Wed, 11 Feb 2009 11:22:24 +0100
Subject: [rt-users] colorize status
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64D5F87A@s-wor-e-001.SCOUTSOFFICE.local>
References: <498C4A03.4198.003E.0@finleysd.org><3CE7D8D453B27148BBCA0B2063B11E64D5F853@s-wor-e-001.SCOUTSOFFICE.local>
	
	<3CE7D8D453B27148BBCA0B2063B11E64D5F87A@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: 

The code was HTML embebed :( :( :(. Get up early is bad :P

When I look that code, I will try to suggest something ;)


Regards,

ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

 Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es

 

-----Mensaje original-----
De: Alex Young [mailto:alexyoung at scoutsolutions.co.uk] 
Enviado el: mi?rcoles, 11 de febrero de 2009 11:04
Para: Alberto Villanueva; rt-users at lists.bestpractical.com
Asunto: RE: [rt-users] colorize status

No, as I based the code on already existing code that did most of the job
already. You're welcome to suggest how it could be improved.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alberto
Villanueva
Sent: 11 February 2009 08:53
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] colorize status

?Have you tried to colorize using HTML code? :S :S


Regards,

ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

 Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es

 
-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Alex Young
Enviado el: mi?rcoles, 11 de febrero de 2009 2:39
Para: Daniel Cook; rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] colorize status

I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.

Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.

I changed your updated statusInColor code form the WIKI.

# Show status in colour.
sub statusInColor {
	my $Ticket = shift;
	my $status = $Ticket->Status;
	my $css = "status" . lc $status;
	my $cssreply = "status" . lc "reply";
	my $LastUpdater = $Ticket->LastUpdatedByObj->EmailAddress;
	my $TicketRequestors =
$Ticket->Requestors->MemberEmailAddressesAsString;
	my $TicketCC = $Ticket->Cc->MemberEmailAddressesAsString;
	my $CurrentUser = $session{'CurrentUser'}->EmailAddress;

# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
	if (($CurrentUser ne $LastUpdater) && ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
	{
		my $txn = $Ticket->SeenUpTo or return \"
$status
";
#        my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id. "#txn-".$txn->id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
		my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id ."&MarkAsSeen=1".
"#txn-".$txn->id;
		$status = "
$status New
Reply
";
	}
	else {
		$status = "
$status
";
	}

	return \"$status";

}


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users at lists.bestpractical.com
Subject: [rt-users] colorize status

So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2  The question that I have is this...

When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was....  

I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.  

This is how I would like this new reply type flag setup for my list
view.  I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.

Is this easily possible?  Any advise on how to go about it?

Thanks,

Dan

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

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


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From jalexson at jajxn.net  Wed Feb 11 07:01:44 2009
From: jalexson at jajxn.net (John Alexson)
Date: Wed, 11 Feb 2009 06:01:44 -0600
Subject: [rt-users] WG:  change Queue order !!!
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B740FE322D7F@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B740FE322D7F@chexchange.autoform.com>
Message-ID: <1234353704.10967.20.camel@kayden.jajxn.net>

On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote:

> 
>  
> 
> Therefore I want change the sorting order of my queues so, that when a
> supporter log on, he will see inbox queue on the TOP of Quick-search
> tab.
> 
>  
> 

I wouldn't mind seeing a "Sort" field added to the configuration of
queues -- similar to the one when creating values for a multi-select
custom field.

In the meantime, I used the cheap and easy workaround of inserting a
sort code at the beginning of the queue name.  So, my alpha sorted
queues look like:

1-Low          (1-5 are my "input" queues, with 2-Normal the default)
2-Normal
3-High
4-Urgent
5-Emergency
Admin          (The alpha queues are fine sorted as-is)
Building Services
Delivery
 . . . etc . . .
Z-Jane         (The Z-* queues are approvals -- i.e. an approval is
Z-John          is created when a ticket is created or moved here)
Z-Mary

In some ways, I like using this method a little better than having a
hidden sort field since the queue name indicates it's purpose
(especially the Z-* queues) without having to spell it out.


JA

> 



From ama at chalmers.se  Wed Feb 11 07:14:09 2009
From: ama at chalmers.se (Anne-Marie Achrenius)
Date: Wed, 11 Feb 2009 13:14:09 +0100
Subject: [rt-users] Search hangs RT
In-Reply-To: 
References: <49917F4B.4010402@chalmers.se>	
	<20090210134629.GS2995@it.is.rice.edu>
	<49919AFF.3010702@chalmers.se>
	
Message-ID: <4992C111.7090602@chalmers.se>

Hello!

Sorry, no change in RT behaviour. Still keeps hanging on searches.

Regards,

/Anne-Marie

Torsten Brumm skrev:
> Hi Anne Marie,
> to optimize tables use mysql> optimize table sessions;
> we had the same issue in the past and turned down the session locking
> time in the mysql.pm  from your first mail to 1sec,
> it fixes it for us.
>
> torsten
>
> btw, we also clean each night the session table, which makes rt lot
> faster.
>
>
>
> 2009/2/10 Anne-Marie Achrenius >
>
>     Kenneth Marshall skrev:
>     > On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius
>     wrote:
>     >
>     >> Hello!
>     >>
>     >> I'm new to the list and I'm in a bit of a pickle, our RT-guru is on
>     >> paternity leave and we've started having problems with our
>     RT-installation.
>     >> I've tried searching the list archives for something similar, but
>     >> nothing fits exactly:
>     >>
>     >> The problem: Often (not every time, maybe 8 out of 10) when I
>     perform a
>     >> Search in RT, the search hangs.
>     >> The mysqld process is at 100 % cpu. When reading the log files,
>     this
>     >> jumps out:
>     >>
>     >> /var/lib/mysql/blaha.log:
>     >>
>     >> SELECT
>     GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600)
>     >>
>     >> and after a few minutes the web-interface returns with "500
>     Internal
>     >> Server Error"
>     >>
>     >> I've so far tried to decrease the LOCK time in
>     >> /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm
>     >> but that doesn't seem to help at all.
>     >> I've enabled logging of slow mysql queries, but so far no log
>     entries
>     >>
>     >> We're running RT 3.7.5
>     >>                      mysql 14.7
>     >>                      apache 2.0.52
>     >>
>     >> Does anyone have any suggestions or similar problems?
>     >> I can't pinpoint when we started having problems, 2-3 weeks
>     ago, and the
>     >> problem seems to slowly escalate.
>     >>
>     >> /Anne-Marie
>     >>
>     >>
>     >>
>     > Maybe your session table needs to be cleaned up. Try deleting any
>     > sessions over a couple of days old and then optimize the table. I
>     > cannot help with the specific commands since we use PostgreSQL for
>     > our RT instance but in SQL I run a command like:
>     >
>     > DELETE FROM sessions WHERE lastupdated < '2009-1-30';
>     >
>     > or even
>     >
>     > TRUNCATE TABLE sessions;
>     >
>     > to get them all. You may just have a bloat problem. Try a
>     >
>     > SELECT COUNT(*) FROM sessions;
>     >
>     > Hope this helps.
>     >
>     > Cheers,
>     > Ken
>     >
>
>     Thanks for the help, unfortunately the problem doesn't seem to lie
>     there:
>
>     mysql> SELECT COUNT(*) FROM sessions;
>     +----------+
>     | COUNT(*) |
>     +----------+
>     |      323 |
>     +----------+
>     1 row in set (0.00 sec)
>
>     and deleting anything older than 30/1 left 11. Still the same problem,
>     search keeps hanging.
>     How do I optimize the table? (I used to work with Oracle db:s
>     around 10
>     years ago, I'm pretty rusty!)
>
>     Depressed,
>
>     /Anne-Marie
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>     Community help: http://wiki.bestpractical.com
>     Commercial support: sales at bestpractical.com
>     
>
>
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
> -- 
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de



From ama at chalmers.se  Wed Feb 11 07:19:13 2009
From: ama at chalmers.se (Anne-Marie Achrenius)
Date: Wed, 11 Feb 2009 13:19:13 +0100
Subject: [rt-users] Search hangs RT
In-Reply-To: <20090210162823.GV2995@it.is.rice.edu>
References: <49917F4B.4010402@chalmers.se>
	<20090210134629.GS2995@it.is.rice.edu>
	<49919AFF.3010702@chalmers.se>
	<20090210162823.GV2995@it.is.rice.edu>
Message-ID: <4992C241.6020009@chalmers.se>

Hello Kenneth,

thanks for your help, but I already tried that. It generates a new type
of problem, every click on a link logs out the user.
I read a thread that seemed to indicate that this could be Web
client-related, unfortunately there were no follow ups on that info.

Searches still hang almost every time,  those few times that a search
runs correctly, clicking on one of the resulting tickets cause the same
kind of hang.

Regards,

/Anne-Marie

Kenneth Marshall skrev:
> On Tue, Feb 10, 2009 at 04:19:27PM +0100, Anne-Marie Achrenius wrote:
>   
>> Kenneth Marshall skrev:
>>     
>>> On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote:
>>>   
>>>       
>>>> Hello!
>>>>
>>>> I'm new to the list and I'm in a bit of a pickle, our RT-guru is on
>>>> paternity leave and we've started having problems with our RT-installation.
>>>> I've tried searching the list archives for something similar, but
>>>> nothing fits exactly:
>>>>
>>>> The problem: Often (not every time, maybe 8 out of 10) when I perform a
>>>> Search in RT, the search hangs.
>>>> The mysqld process is at 100 % cpu. When reading the log files, this
>>>> jumps out:
>>>>
>>>> /var/lib/mysql/blaha.log:
>>>>
>>>> SELECT GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600)
>>>>
>>>> and after a few minutes the web-interface returns with "500 Internal
>>>> Server Error"
>>>>
>>>> I've so far tried to decrease the LOCK time in
>>>> /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm
>>>> but that doesn't seem to help at all.
>>>> I've enabled logging of slow mysql queries, but so far no log entries
>>>>
>>>> We're running RT 3.7.5
>>>>                      mysql 14.7
>>>>                      apache 2.0.52
>>>>
>>>> Does anyone have any suggestions or similar problems?
>>>> I can't pinpoint when we started having problems, 2-3 weeks ago, and the
>>>> problem seems to slowly escalate.
>>>>
>>>> /Anne-Marie
>>>>
>>>>
>>>>     
>>>>         
>>> Maybe your session table needs to be cleaned up. Try deleting any
>>> sessions over a couple of days old and then optimize the table. I
>>> cannot help with the specific commands since we use PostgreSQL for
>>> our RT instance but in SQL I run a command like:
>>>
>>> DELETE FROM sessions WHERE lastupdated < '2009-1-30';
>>>
>>> or even
>>>
>>> TRUNCATE TABLE sessions;
>>>
>>> to get them all. You may just have a bloat problem. Try a
>>>
>>> SELECT COUNT(*) FROM sessions;
>>>
>>> Hope this helps.
>>>
>>> Cheers,
>>> Ken
>>>   
>>>       
>> Thanks for the help, unfortunately the problem doesn't seem to lie there:
>>
>> mysql> SELECT COUNT(*) FROM sessions;
>> +----------+
>> | COUNT(*) |
>> +----------+
>> |      323 |
>> +----------+
>> 1 row in set (0.00 sec)
>>
>> and deleting anything older than 30/1 left 11. Still the same problem,
>> search keeps hanging.
>> How do I optimize the table? (I used to work with Oracle db:s around 10
>> years ago, I'm pretty rusty!)
>>
>> Depressed,
>>
>> /Anne-Marie
>>
>>     
>
> Anne-Marie,
>
> It is more drastic, but since your RT administrator is out, maybe you
> could change to Session logging to a file and not the database. In
> 3.8 the lines in RT_Config.pm are:
>
> =item C<$WebSessionClass>
>
> C<$WebSessionClass> is the class you wish to use for managing Sessions.
> It defaults to use your SQL database, but if you are using MySQL 3.x and
> plans to use non-ascii Queue names, uncomment and add this line to
> F will prevent session corruption.
>
> =cut
>
> # Set($WebSessionClass , 'Apache::Session::File');
>
> You should be able to add this line to your RT_SiteConfig.pm and then
> restart RT to use the file version of session storage. That should
> get you working until your admin returns.
>
> Good luck,
> Ken
>
>   



From schenkin at gmail.com  Wed Feb 11 07:23:24 2009
From: schenkin at gmail.com (Sam Chenkin)
Date: Wed, 11 Feb 2009 07:23:24 -0500
Subject: [rt-users] Search hangs RT
In-Reply-To: <4992C241.6020009@chalmers.se>
References: <49917F4B.4010402@chalmers.se>
	<20090210134629.GS2995@it.is.rice.edu> <49919AFF.3010702@chalmers.se>
	<20090210162823.GV2995@it.is.rice.edu> <4992C241.6020009@chalmers.se>
Message-ID: <2f7527a00902110423o74af5142q73b33f904d8e45dd@mail.gmail.com>

That behavior (every click brings you to a new link) is a sessions
issue, as RT can't find wherever your storing sessions.

If it is doing this and searches are still hanging, it sounds like the
issue is not related to sessions.

~Sam

On Wed, Feb 11, 2009 at 7:19 AM, Anne-Marie Achrenius  wrote:
> Hello Kenneth,
>
> thanks for your help, but I already tried that. It generates a new type
> of problem, every click on a link logs out the user.
> I read a thread that seemed to indicate that this could be Web
> client-related, unfortunately there were no follow ups on that info.
>
> Searches still hang almost every time,  those few times that a search
> runs correctly, clicking on one of the resulting tickets cause the same
> kind of hang.
>
> Regards,
>
> /Anne-Marie
>
> Kenneth Marshall skrev:
>> On Tue, Feb 10, 2009 at 04:19:27PM +0100, Anne-Marie Achrenius wrote:
>>
>>> Kenneth Marshall skrev:
>>>
>>>> On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote:
>>>>
>>>>
>>>>> Hello!
>>>>>
>>>>> I'm new to the list and I'm in a bit of a pickle, our RT-guru is on
>>>>> paternity leave and we've started having problems with our RT-installation.
>>>>> I've tried searching the list archives for something similar, but
>>>>> nothing fits exactly:
>>>>>
>>>>> The problem: Often (not every time, maybe 8 out of 10) when I perform a
>>>>> Search in RT, the search hangs.
>>>>> The mysqld process is at 100 % cpu. When reading the log files, this
>>>>> jumps out:
>>>>>
>>>>> /var/lib/mysql/blaha.log:
>>>>>
>>>>> SELECT GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600)
>>>>>
>>>>> and after a few minutes the web-interface returns with "500 Internal
>>>>> Server Error"
>>>>>
>>>>> I've so far tried to decrease the LOCK time in
>>>>> /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm
>>>>> but that doesn't seem to help at all.
>>>>> I've enabled logging of slow mysql queries, but so far no log entries
>>>>>
>>>>> We're running RT 3.7.5
>>>>>                      mysql 14.7
>>>>>                      apache 2.0.52
>>>>>
>>>>> Does anyone have any suggestions or similar problems?
>>>>> I can't pinpoint when we started having problems, 2-3 weeks ago, and the
>>>>> problem seems to slowly escalate.
>>>>>
>>>>> /Anne-Marie
>>>>>
>>>>>
>>>>>
>>>>>
>>>> Maybe your session table needs to be cleaned up. Try deleting any
>>>> sessions over a couple of days old and then optimize the table. I
>>>> cannot help with the specific commands since we use PostgreSQL for
>>>> our RT instance but in SQL I run a command like:
>>>>
>>>> DELETE FROM sessions WHERE lastupdated < '2009-1-30';
>>>>
>>>> or even
>>>>
>>>> TRUNCATE TABLE sessions;
>>>>
>>>> to get them all. You may just have a bloat problem. Try a
>>>>
>>>> SELECT COUNT(*) FROM sessions;
>>>>
>>>> Hope this helps.
>>>>
>>>> Cheers,
>>>> Ken
>>>>
>>>>
>>> Thanks for the help, unfortunately the problem doesn't seem to lie there:
>>>
>>> mysql> SELECT COUNT(*) FROM sessions;
>>> +----------+
>>> | COUNT(*) |
>>> +----------+
>>> |      323 |
>>> +----------+
>>> 1 row in set (0.00 sec)
>>>
>>> and deleting anything older than 30/1 left 11. Still the same problem,
>>> search keeps hanging.
>>> How do I optimize the table? (I used to work with Oracle db:s around 10
>>> years ago, I'm pretty rusty!)
>>>
>>> Depressed,
>>>
>>> /Anne-Marie
>>>
>>>
>>
>> Anne-Marie,
>>
>> It is more drastic, but since your RT administrator is out, maybe you
>> could change to Session logging to a file and not the database. In
>> 3.8 the lines in RT_Config.pm are:
>>
>> =item C<$WebSessionClass>
>>
>> C<$WebSessionClass> is the class you wish to use for managing Sessions.
>> It defaults to use your SQL database, but if you are using MySQL 3.x and
>> plans to use non-ascii Queue names, uncomment and add this line to
>> F will prevent session corruption.
>>
>> =cut
>>
>> # Set($WebSessionClass , 'Apache::Session::File');
>>
>> You should be able to add this line to your RT_SiteConfig.pm and then
>> restart RT to use the file version of session storage. That should
>> get you working until your admin returns.
>>
>> Good luck,
>> 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 roydepp at gmail.com  Wed Feb 11 07:50:45 2009
From: roydepp at gmail.com (Roy Depp)
Date: Wed, 11 Feb 2009 14:50:45 +0200
Subject: [rt-users] RT 3.8.2 Dashboard Can't find object SearchIds
In-Reply-To: 
References: 
Message-ID: 

Greetings,

I've searched for this issue on the archives and couldn't find
anything related to it.

RT 3.8.2 clean install.
When going to Tools->Dashboards->Queries I get the following error message:

Can't locate object method "SearchIds" via package "RT::Dashboard" at
/opt/rt3/share/html/Dashboards/Queries.html line 95,  line 47.

Any ideas?

Thanks,
Roy.


From JoopvandeWege at mococo.nl  Wed Feb 11 08:12:00 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 11 Feb 2009 14:12:00 +0100
Subject: [rt-users] Search hangs RT
In-Reply-To: <49917F4B.4010402@chalmers.se>
References: <49917F4B.4010402@chalmers.se>
Message-ID: <4992CEA0.10806@mococo.nl>

Anne-Marie Achrenius wrote:
> We're running RT 3.7.5
>                      mysql 14.7
>                      apache 2.0.52
Any particular reason you know about that you're running a 
'unsupported'  version of RT?

RT 3.6.7 is the latest stable RT 3.6 release and RT 3.8.2 is the latest 
RT 3.8 release. I have had the same problems with sessions being logged 
out for every click and my solution was to edit

SetupSessionCookies 

I think, to enable transactions.

See the archives for an email from Kenneth Crocker, Subject:
Re: [rt-users] Clicking a link brings me back to login page

Joop



From ruslan.zakirov at gmail.com  Wed Feb 11 08:49:04 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 11 Feb 2009 16:49:04 +0300
Subject: [rt-users] WG: change Queue order !!!
In-Reply-To: <1234353704.10967.20.camel@kayden.jajxn.net>
References: <192B76E92530564BAAB9DD78BAE565B740FE322D7F@chexchange.autoform.com>
	<1234353704.10967.20.camel@kayden.jajxn.net>
Message-ID: <589c94400902110549m1827ba64k89ed8079d94269c1@mail.gmail.com>

Just curious why you want to create Low, Normal, High and other queues
when you have Priority field?

Anyway, you can add special portlets and instead of one QuickSearch
block you'll have three, for example:
* first one with Low, Normal....
* other queues
* approvals

On Wed, Feb 11, 2009 at 3:01 PM, John Alexson  wrote:
> On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote:
>
>>
>>
>>
>> Therefore I want change the sorting order of my queues so, that when a
>> supporter log on, he will see inbox queue on the TOP of Quick-search
>> tab.
>>
>>
>>
>
> I wouldn't mind seeing a "Sort" field added to the configuration of
> queues -- similar to the one when creating values for a multi-select
> custom field.
>
> In the meantime, I used the cheap and easy workaround of inserting a
> sort code at the beginning of the queue name.  So, my alpha sorted
> queues look like:
>
> 1-Low          (1-5 are my "input" queues, with 2-Normal the default)
> 2-Normal
> 3-High
> 4-Urgent
> 5-Emergency
> Admin          (The alpha queues are fine sorted as-is)
> Building Services
> Delivery
>  . . . etc . . .
> Z-Jane         (The Z-* queues are approvals -- i.e. an approval is
> Z-John          is created when a ticket is created or moved here)
> Z-Mary
>
> In some ways, I like using this method a little better than having a
> hidden sort field since the queue name indicates it's purpose
> (especially the Z-* queues) without having to spell it out.
>
>
> JA
>
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 stretchoutandwait at gmail.com  Wed Feb 11 09:15:29 2009
From: stretchoutandwait at gmail.com (stretchoutandwait)
Date: Wed, 11 Feb 2009 09:15:29 -0500
Subject: [rt-users] customizing the ticket form
In-Reply-To: <19fa96670902101203t10bf1defycb3e0a158304577f@mail.gmail.com>
References: <19fa96670902101203t10bf1defycb3e0a158304577f@mail.gmail.com>
Message-ID: <6fafefb40902110615y1f3ca75h43019f1ea34dab10@mail.gmail.com>

I use this as my Resolve template:

Subject: Resolved: {$Ticket->Subject}

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Comments about the resolution of this issue:

{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;

$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
$Transactions->OrderByCols (
{ FIELD => 'Created', ORDER => 'DESC' },
{ FIELD => 'id', ORDER => 'DESC' },
);

my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}

$resolution_comment;
}


When you resolve a ticket, RT records whatever you write as a comment.
 This template will pull that last comment into the outgoing Resolve
email.  This is this or something very much like it is on the wiki, I
think, I didn't write it myself.



On Tue, Feb 10, 2009 at 3:03 PM, GravyFace  wrote:
> I'd like to be able to change the Update Type drop-down to default to
> "Reply to Requestors" when the "Resolve" link is clicked instead of
> "Comments (Not sent to requestors)".
>
> What's the best way to achieve this?  If I need to modify/extend the
> source, I don't mind doing so, just don't want to go about it the
> wrong way and/or reinvent the wheel.
>
> Thanks
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From falcone at bestpractical.com  Wed Feb 11 09:51:00 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 11 Feb 2009 09:51:00 -0500
Subject: [rt-users] RT 3.8.2 Dashboard Can't find object SearchIds
In-Reply-To: 
References: 
	
Message-ID: 


On Feb 11, 2009, at 7:50 AM, Roy Depp wrote:

> Greetings,
>
> I've searched for this issue on the archives and couldn't find
> anything related to it.
>
> RT 3.8.2 clean install.
> When going to Tools->Dashboards->Queries I get the following error  
> message:
>
> Can't locate object method "SearchIds" via package "RT::Dashboard" at
> /opt/rt3/share/html/Dashboards/Queries.html line 95,  line 47.

How clean is this install?  The error you quote would happen if you
were running templates from 3.8.1 against code form 3.8.2
I suggest clearing your mason cache to ensure you're running
the 3.8.2 templates

-kevin


From jalexson at jajxn.net  Wed Feb 11 09:49:09 2009
From: jalexson at jajxn.net (J Alexson)
Date: Wed, 11 Feb 2009 08:49:09 -0600
Subject: [rt-users] WG: change Queue order !!!
In-Reply-To: <589c94400902110549m1827ba64k89ed8079d94269c1@mail.gmail.com>
References: <192B76E92530564BAAB9DD78BAE565B740FE322D7F@chexchange.autoform.com>
	<1234353704.10967.20.camel@kayden.jajxn.net>
	<589c94400902110549m1827ba64k89ed8079d94269c1@mail.gmail.com>
Message-ID: <1234363749.2965.7.camel@sweetrose.janet.local>

On Wed, 2009-02-11 at 16:49 +0300, Ruslan Zakirov wrote:
> Just curious why you want to create Low, Normal, High and other queues
> when you have Priority field?
> 

Good question!  The main reason is to keep things as simple as possible
for the user.  Each of the queues has appropriate defaults (such as
priority, due in # days, etc.)  Rather than trying to instruct my users
(primarily requestors) to fill in these values correctly (and honestly,
getting them filled in at all), I can simply have them create a ticket
in the right queue based on the nature of their problem.

> Anyway, you can add special portlets and instead of one QuickSearch
> block you'll have three, for example:
> * first one with Low, Normal....
> * other queues
> * approvals
> 
That would be great for the Quick Search, but the sorting order also
comes into play using the drop-downs (moving a ticket to a different
queue, for instance)

> On Wed, Feb 11, 2009 at 3:01 PM, John Alexson  wrote:
> > On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote:
> >
> >>
> >>
> >>
> >> Therefore I want change the sorting order of my queues so, that when a
> >> supporter log on, he will see inbox queue on the TOP of Quick-search
> >> tab.
> >>
> >>
> >>
> >
> > I wouldn't mind seeing a "Sort" field added to the configuration of
> > queues -- similar to the one when creating values for a multi-select
> > custom field.
> >
> > In the meantime, I used the cheap and easy workaround of inserting a
> > sort code at the beginning of the queue name.  So, my alpha sorted
> > queues look like:
> >
> > 1-Low          (1-5 are my "input" queues, with 2-Normal the default)
> > 2-Normal
> > 3-High
> > 4-Urgent
> > 5-Emergency
> > Admin          (The alpha queues are fine sorted as-is)
> > Building Services
> > Delivery
> >  . . . etc . . .
> > Z-Jane         (The Z-* queues are approvals -- i.e. an approval is
> > Z-John          is created when a ticket is created or moved here)
> > Z-Mary
> >
> > In some ways, I like using this method a little better than having a
> > hidden sort field since the queue name indicates it's purpose
> > (especially the Z-* queues) without having to spell it out.
> >
> >
> > JA
> >
> >>
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 calvin at utilyx.com  Wed Feb 11 09:58:06 2009
From: calvin at utilyx.com (Calvin Chiang)
Date: Wed, 11 Feb 2009 14:58:06 +0000
Subject: [rt-users] RT3.8.2 & Ubuntu 8.04
In-Reply-To: <499164B0.7090202@stockton.co.za>
References: <499164B0.7090202@stockton.co.za>
Message-ID: <4992E77E.8050300@utilyx.com>

what doesyour RT_siteconfig.pm file look like?

Alf Stockton wrote:
> I believe that I now have RT3.8.2 built/assembled on my Ubuntu 8.04 server but 
> now need to be able to browse to it.
> I have it installed at /etc/request-tracker3.8.2/ and I attempted using the 
> same method of connecting as I successfully used with 3.6. In other words at 
> the end of my  /etc/apache2/sites-enabled/000-default I added :-
> include "/etc/request-tracker3.8.2/etc/apache2-modperl2.conf" which reads as 
> follows:-
> 
>      ServerName general.dev.sharing.org.za
>
>      DocumentRoot /etc/request-tracker3.8.2/share/html
>      AddDefaultCharset UTF-8
>
>      # optional apache logs for RT
>      # ErrorLog /opt/rt3/var/log/apache2.error
>      # TransferLog /opt/rt3/var/log/apache2.access
>
>      PerlRequire "/etc/request-tracker3.8.2/bin/webmux.pl"
>
>      
>           SetHandler default
>      
>      
>           SetHandler perl-script
>           PerlResponseHandler RT::Mason
>      
> 
>
> How do I now browse to rt3.8.2?
>
>   

-- 
Calvin Chiang
Network Admin
Utilyx
1st Floor, 55 North Wharf Road
Paddington
London, W2 1LA
Tel: 020 7087 8673
www.utilyx.com


______________________________________________________________________
"Utilyx" is the trading name of "Utilyx Limited" and "Utilyx Risk Management Limited" (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.
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From calvin at utilyx.com  Wed Feb 11 09:58:45 2009
From: calvin at utilyx.com (Calvin Chiang)
Date: Wed, 11 Feb 2009 14:58:45 +0000
Subject: [rt-users] [Fwd: Re:  Hardware Config]
Message-ID: <4992E7A5.20603@utilyx.com>

Hi there,

i've been running RT 3.8.1 in an ubuntu8.04 vm on vmware esxi (free) for 
just over two weeks.
the VM is super weedy - 32bit, 256MB RAM, vdisk size 2GB , havent put 
any settings on processor limits yet.

It's running on local storage on a really on Dell blade.

It's my IT support RT system, so at present i'm the only one who uses 
it. it gets about 10 new tickets a day, and 50ish transactions a day. it 
handles everything pretty well for such a slow machine...

Cassandra L. Brockett wrote:
> I run it that way in production here, I also happen to have a copy of the machine that I use for testing major changes, etc...
>
> I did not that 3.4 and 3.6 where horribly slow for us, but it turned out to be a fault of the way that those revisions used the PostgreSQL backend, not RT or the system, 3.8.2 is screaming along for us.
>
> --
> Cass
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Cutts
> Sent: Monday, February 09, 2009 1:56 PM
> To: RT Users
> Subject: Re: [rt-users] Hardware Config
>
> I've been following this discussion (rather belatedly) with some interest.  One thing I haven't heard anyone discuss yet:
>
> Has anyone tried running RT in a virtual machine?  I'm about to move our RT 3.4.2 server onto a virtual machine.  I've configured the RT VM to be actually really quite weedy (32-bit and only 2 GB RAM), and perhaps I need to change that, but I figure that VMware ESX probably does quite a good job of caching the disk its using anyway.  The actual physical hardware is a quad socket quad core machine with 64 GB of RAM.  The underlying storage is StorageWorks EVA on a SAN, so it should be pretty quick.
>
> Has anyone tried this sort of thing?  Am I about to burn myself badly?  Our turnover of tickets is pretty low - only a few hundred tickets a week.
>
> Tim
>
>
> --
>  The Wellcome Trust Sanger Institute is operated by Genome Research  Limited, a charity registered in England with number 1021457 and a  company registered in England with number 2742969, whose registered  office is 215 Euston Road, London, NW1 2BE.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> ----------------------------------
> Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
> ______________________________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> For more information please visit http://www.messagelabs.com/email 
> ______________________________________________________________________
>   

-- 
Calvin Chiang
Network Admin
Utilyx
1st Floor, 55 North Wharf Road
Paddington
London, W2 1LA
Tel: 020 7087 8673
www.utilyx.com




-- 
Calvin Chiang
Network Admin
Utilyx
1st Floor, 55 North Wharf Road
Paddington
London, W2 1LA
Tel: 020 7087 8673
www.utilyx.com


______________________________________________________________________
"Utilyx" is the trading name of "Utilyx Limited" and "Utilyx Risk Management Limited" (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.
______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email 
______________________________________________________________________


From roydepp at gmail.com  Wed Feb 11 10:24:32 2009
From: roydepp at gmail.com (Roy Depp)
Date: Wed, 11 Feb 2009 17:24:32 +0200
Subject: [rt-users] RT 3.8.2 Dashboard Can't find object SearchIds
In-Reply-To: 
References: 
	
	
Message-ID: 

Hi Kevin,

 Thanks for the reply. Was using an alias to restart RT including
cleaning the Mason cache.
 The alias rm command was pointing to the wrong directory, so cache
was never cleared.

 Thanks again. This issue is now solved.

Regards,

On Wed, Feb 11, 2009 at 4:51 PM, Kevin Falcone
 wrote:
>
> On Feb 11, 2009, at 7:50 AM, Roy Depp wrote:
>
>> Greetings,
>>
>> I've searched for this issue on the archives and couldn't find
>> anything related to it.
>>
>> RT 3.8.2 clean install.
>> When going to Tools->Dashboards->Queries I get the following error
>> message:
>>
>> Can't locate object method "SearchIds" via package "RT::Dashboard" at
>> /opt/rt3/share/html/Dashboards/Queries.html line 95,  line 47.
>
> How clean is this install?  The error you quote would happen if you
> were running templates from 3.8.1 against code form 3.8.2
> I suggest clearing your mason cache to ensure you're running
> the 3.8.2 templates
>
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From jesse at bestpractical.com  Wed Feb 11 12:16:23 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 11 Feb 2009 12:16:23 -0500
Subject: [rt-users] tickets created in RT don't line-wrap?
In-Reply-To: <2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>
References: <20090210214303.GD78216@17h.local>
	<7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com>
	<49921CA2.3040900@comcast.net>
	<4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com>
	<20090211005808.GB92976@72-61-71-73.pools.spcsdns.net>
	<019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com>
	<20090211011122.GD92976@72-61-71-73.pools.spcsdns.net>
	
	<20090211013312.GC93786@17h.local>
	<2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>
Message-ID: <20090211171623.GG93786@17h.local>




On Tue 10.Feb'09 at 18:08:32 -0800, Jo Rhett wrote:
>
> On Feb 10, 2009, at 5:33 PM, Jesse Vincent wrote:
>> If I:
>>    - Turn off the HTML composer
>>    - Turn off hard wrapping in the plain-text composition window
>>    - Go into my preferences and set RT to show plain text mail in a
>>      monospace font (inside a 
, essentially)
>>
>> Then yes, RT will not wrap the content of your message.
>>
>> I'm not really sure how much of a bug I consider that.
>
>
> Perhaps a documentation bug?  There actually isn't much RT documentation 
> saying "these are the settings we expect to work best for most people"
>
> You haven't even told me what this setting is...
>>    - Go into my preferences and set RT to show plain text mail in a
>>      monospace font (inside a 
, essentially)
>

Click "Preferences"
Scroll down to the "Ticket Display" section.

You're looking for "Use Monospace Font"

http://www.grabup.com/uploads/ea9bbd8f14b00d950ce86cd25a080989.png

It has the help text: "Use fixed-width font to display plaintext messages"

>
> I'd be fine to disable this if it's not what you expect/test for/etc.   
> Just tell me what setting this is.
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source and 
> other randomness
>
>

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From jrhett at netconsonance.com  Wed Feb 11 12:44:24 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 11 Feb 2009 09:44:24 -0800
Subject: [rt-users] tickets created in RT don't line-wrap?
In-Reply-To: <20090211171623.GG93786@17h.local>
References: <20090210214303.GD78216@17h.local>
	<7B8E0281-1B48-4B66-8668-B786D3890B93@netconsonance.com>
	<49921CA2.3040900@comcast.net>
	<4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com>
	<20090211005808.GB92976@72-61-71-73.pools.spcsdns.net>
	<019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com>
	<20090211011122.GD92976@72-61-71-73.pools.spcsdns.net>
	
	<20090211013312.GC93786@17h.local>
	<2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>
	<20090211171623.GG93786@17h.local>
Message-ID: <59C5AAFA-F3D2-4635-B92F-69B4155F22E8@netconsonance.com>

On Feb 11, 2009, at 9:16 AM, Jesse Vincent wrote:
> Click "Preferences"
> Scroll down to the "Ticket Display" section.
>
> You're looking for "Use Monospace Font"
>
> http://www.grabup.com/uploads/ea9bbd8f14b00d950ce86cd25a080989.png
>
> It has the help text: "Use fixed-width font to display plaintext  
> messages"


Thanks, Jesse.   Should I assume that this is a personal version of  
PlainTextPre ?  If so, I would possibly change the either the text  
description and/or the implementation to simply use a fixed width font  
but allow word wrap.  This could be done with modern stylesheets.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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From jesse at bestpractical.com  Wed Feb 11 12:47:10 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 11 Feb 2009 12:47:10 -0500
Subject: [rt-users] tickets created in RT don't line-wrap?
In-Reply-To: <59C5AAFA-F3D2-4635-B92F-69B4155F22E8@netconsonance.com>
References: <49921CA2.3040900@comcast.net>
	<4944CF33-F96C-43C4-956E-4B1014E51990@netconsonance.com>
	<20090211005808.GB92976@72-61-71-73.pools.spcsdns.net>
	<019C1B73-5ED4-4267-A025-AEB9A2FEC043@netconsonance.com>
	<20090211011122.GD92976@72-61-71-73.pools.spcsdns.net>
	
	<20090211013312.GC93786@17h.local>
	<2DC95C45-AA93-4E33-A247-480C4CAFB946@netconsonance.com>
	<20090211171623.GG93786@17h.local>
	<59C5AAFA-F3D2-4635-B92F-69B4155F22E8@netconsonance.com>
Message-ID: <20090211174710.GJ93786@17h.local>


> 
>    Thanks, Jesse.   Should I assume that this is a personal version of
>    PlainTextPre ?  

Yes.

>    If so, I would possibly change the either the text
>    description and/or the implementation to simply use a fixed width font but
>    allow word wrap.  This could be done with modern stylesheets.


Actually, just this morning, I ran across:

white-space: pre-wrap

(That's a little different than "use a fixed width font", primarily in
how it handles email text like .)

Give that a shot. If it works well for you, I'll make the change to the
default styles.



>
>    --
> 
>    Jo Rhett
> 
>    Net Consonance : consonant endings by net philanthropy, open source and
>    other randomness
> 
> References
> 
>    Visible links
>    1. http://www.grabup.com/uploads/ea9bbd8f14b00d950ce86cd25a080989.png

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From rob.munsch at gmail.com  Wed Feb 11 12:53:37 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 11 Feb 2009 12:53:37 -0500
Subject: [rt-users] Merge tix with matching CFs
Message-ID: <8fae230c0902110953n5596aa2fg4f80ec311764547e@mail.gmail.com>

Mornin',

I found a post from a ways back asking how to do this, with a
nonfunctional scrip code.  The OP wants to do what i want to do:

"What I am trying to do now, is on each ticket submission, Extract
that [Custom] field
and then check to see if there is another ticket that has that same number
in the custom field and if they match, merge the tickets."

My first question is, assuming a reasonably tuned MySQL suitable to
its (fast) hardware: how horrible would this be in an ever-growing DB?
 It must search the DB for every last ticket and compare the two CFs,
yes?

The posted code was:
---
my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => 'AfterHoursSupport');
$TicketsObj->LimitCustomField(CUSTOMFIELD => 'AfterHoursTicketNumber',
OPERATOR => '=', VALUE => $AHTixNum);

if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}

$id || return 1;

$RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id
because of OA number match.");
$self->TicketObj->MergeInto($id);


1;
---

The OP did not specify exactly which chunks went where, but that he'd
tried various combinations of condition and prep.
My first thought was that this was incorrect; the condition is
OnCreate and no code need go in that block.  Prep should be the field
search and compare, and cleanup the ticket merge itself, yes?

(the above is the OP's exact code and doesn't reflect my own setup).

-- 
/chown -R us:us /yourbase


From jpierce at cambridgeenergyalliance.org  Wed Feb 11 12:54:35 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 11 Feb 2009 12:54:35 -0500
Subject: [rt-users] ShowMessageStanza callback with 3.8.0 + html
	escaping on output text
In-Reply-To: <499268F6.1040806@nuix.com>
References: <49924D2D.40102@nuix.com> <499268F6.1040806@nuix.com>
Message-ID: 

>> The code runs as expected, however my output has been html escaped, so
>> if I see the message body.
RT has Mason auto-escape output. You can prevent this on a per-print basis
with something like <% $var |n%>

> Ok - perhaps the wiki is out of date.  I've managed to do this using a
> Custom MakeClicky action as specified here:
> http://www.l2c2.co.in/rt-3.8.0/docs/extending_clickable_links.pod.
>
> Guess the wiki should be updated..
IIRC MakeClicky also escapes, but 3.8.2 includes the ability to not do so

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


From KFCrocker at lbl.gov  Wed Feb 11 13:48:35 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 11 Feb 2009 10:48:35 -0800
Subject: [rt-users] WG: change Queue order !!!
In-Reply-To: <1234363749.2965.7.camel@sweetrose.janet.local>
References: <192B76E92530564BAAB9DD78BAE565B740FE322D7F@chexchange.autoform.com>
	<1234353704.10967.20.camel@kayden.jajxn.net>
	<589c94400902110549m1827ba64k89ed8079d94269c1@mail.gmail.com>
	<1234363749.2965.7.camel@sweetrose.janet.local>
Message-ID: <49931D83.3030800@lbl.gov>

JAlexson,


	I, too, have wondered if there was a way to modify RT to allow a User 
to select one specific Queue as the one to appear first on the 
drop-down. In our installation, a User may be able to create tickets in 
many queues, but 90% of these may be in one queue.
	Jesse, are there any plans to allow some sort of option to allow a user 
to select the order queues appear in the drop-down? Thanks.


Kenn
LBNL

On 2/11/2009 6:49 AM, J Alexson wrote:
> On Wed, 2009-02-11 at 16:49 +0300, Ruslan Zakirov wrote:
>> Just curious why you want to create Low, Normal, High and other queues
>> when you have Priority field?
>>
> 
> Good question!  The main reason is to keep things as simple as possible
> for the user.  Each of the queues has appropriate defaults (such as
> priority, due in # days, etc.)  Rather than trying to instruct my users
> (primarily requestors) to fill in these values correctly (and honestly,
> getting them filled in at all), I can simply have them create a ticket
> in the right queue based on the nature of their problem.
> 
>> Anyway, you can add special portlets and instead of one QuickSearch
>> block you'll have three, for example:
>> * first one with Low, Normal....
>> * other queues
>> * approvals
>>
> That would be great for the Quick Search, but the sorting order also
> comes into play using the drop-downs (moving a ticket to a different
> queue, for instance)
> 
>> On Wed, Feb 11, 2009 at 3:01 PM, John Alexson  wrote:
>>> On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote:
>>>
>>>>
>>>>
>>>> Therefore I want change the sorting order of my queues so, that when a
>>>> supporter log on, he will see inbox queue on the TOP of Quick-search
>>>> tab.
>>>>
>>>>
>>>>
>>> I wouldn't mind seeing a "Sort" field added to the configuration of
>>> queues -- similar to the one when creating values for a multi-select
>>> custom field.
>>>
>>> In the meantime, I used the cheap and easy workaround of inserting a
>>> sort code at the beginning of the queue name.  So, my alpha sorted
>>> queues look like:
>>>
>>> 1-Low          (1-5 are my "input" queues, with 2-Normal the default)
>>> 2-Normal
>>> 3-High
>>> 4-Urgent
>>> 5-Emergency
>>> Admin          (The alpha queues are fine sorted as-is)
>>> Building Services
>>> Delivery
>>>  . . . etc . . .
>>> Z-Jane         (The Z-* queues are approvals -- i.e. an approval is
>>> Z-John          is created when a ticket is created or moved here)
>>> Z-Mary
>>>
>>> In some ways, I like using this method a little better than having a
>>> hidden sort field since the queue name indicates it's purpose
>>> (especially the Z-* queues) without having to spell it out.
>>>
>>>
>>> JA
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From jpierce at cambridgeenergyalliance.org  Wed Feb 11 14:00:20 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 11 Feb 2009 14:00:20 -0500
Subject: [rt-users] WG: change Queue order !!!
In-Reply-To: <49931D83.3030800@lbl.gov>
References: <192B76E92530564BAAB9DD78BAE565B740FE322D7F@chexchange.autoform.com>
	<1234353704.10967.20.camel@kayden.jajxn.net>
	<589c94400902110549m1827ba64k89ed8079d94269c1@mail.gmail.com>
	<1234363749.2965.7.camel@sweetrose.janet.local>
	<49931D83.3030800@lbl.gov>
Message-ID: 

>        I, too, have wondered if there was a way to modify RT to allow a User
> to select one specific Queue as the one to appear first on the
> drop-down. In our installation, a User may be able to create tickets in
> many queues, but 90% of these may be in one queue.
>        Jesse, are there any plans to allow some sort of option to allow a user
> to select the order queues appear in the drop-down? Thanks.
This is not an especially difficult customization to make, but it
seems the simplest
means would be to change the queue name to alter its position in
ASCIIbetical sort
i.e; precede it with a !

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


From KFCrocker at lbl.gov  Wed Feb 11 14:19:28 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 11 Feb 2009 11:19:28 -0800
Subject: [rt-users] WG: change Queue order !!!
In-Reply-To: 
References: <192B76E92530564BAAB9DD78BAE565B740FE322D7F@chexchange.autoform.com>
	<1234353704.10967.20.camel@kayden.jajxn.net>
	<589c94400902110549m1827ba64k89ed8079d94269c1@mail.gmail.com>
	<1234363749.2965.7.camel@sweetrose.janet.local>
	<49931D83.3030800@lbl.gov>
	
Message-ID: <499324C0.1050602@lbl.gov>

Jerrad,


	What if two different sets of users put the "!" in front of different 
queues? Especially if they can creates tickets in the same queues but 
want a different queue sequence? I was thinking of some sort of user 
preference. Thanks.

Kenn
LBNL

On 2/11/2009 11:00 AM, Jerrad Pierce wrote:
>>        I, too, have wondered if there was a way to modify RT to allow a User
>> to select one specific Queue as the one to appear first on the
>> drop-down. In our installation, a User may be able to create tickets in
>> many queues, but 90% of these may be in one queue.
>>        Jesse, are there any plans to allow some sort of option to allow a user
>> to select the order queues appear in the drop-down? Thanks.
> This is not an especially difficult customization to make, but it
> seems the simplest
> means would be to change the queue name to alter its position in
> ASCIIbetical sort
> i.e; precede it with a !
> 



From falcone at bestpractical.com  Wed Feb 11 15:09:30 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 11 Feb 2009 15:09:30 -0500
Subject: [rt-users] WG: change Queue order !!!
In-Reply-To: <49931D83.3030800@lbl.gov>
References: <192B76E92530564BAAB9DD78BAE565B740FE322D7F@chexchange.autoform.com>
	<1234353704.10967.20.camel@kayden.jajxn.net>
	<589c94400902110549m1827ba64k89ed8079d94269c1@mail.gmail.com>
	<1234363749.2965.7.camel@sweetrose.janet.local>
	<49931D83.3030800@lbl.gov>
Message-ID: 


On Feb 11, 2009, at 1:48 PM, Kenneth Crocker wrote:

> JAlexson,
>
>
> 	I, too, have wondered if there was a way to modify RT to allow a User
> to select one specific Queue as the one to appear first on the
> drop-down. In our installation, a User may be able to create tickets  
> in
> many queues, but 90% of these may be in one queue.
> 	Jesse, are there any plans to allow some sort of option to allow a  
> user
> to select the order queues appear in the drop-down? Thanks.

Assuming you mean the New Ticket In drop down, that is controllable
by the Default Queue personal preference in RT 3.8.  You can also
set a global default in your site config

-kevin

>
>
>
> On 2/11/2009 6:49 AM, J Alexson wrote:
>> On Wed, 2009-02-11 at 16:49 +0300, Ruslan Zakirov wrote:
>>> Just curious why you want to create Low, Normal, High and other  
>>> queues
>>> when you have Priority field?
>>>
>>
>> Good question!  The main reason is to keep things as simple as  
>> possible
>> for the user.  Each of the queues has appropriate defaults (such as
>> priority, due in # days, etc.)  Rather than trying to instruct my  
>> users
>> (primarily requestors) to fill in these values correctly (and  
>> honestly,
>> getting them filled in at all), I can simply have them create a  
>> ticket
>> in the right queue based on the nature of their problem.
>>
>>> Anyway, you can add special portlets and instead of one QuickSearch
>>> block you'll have three, for example:
>>> * first one with Low, Normal....
>>> * other queues
>>> * approvals
>>>
>> That would be great for the Quick Search, but the sorting order also
>> comes into play using the drop-downs (moving a ticket to a different
>> queue, for instance)
>>
>>> On Wed, Feb 11, 2009 at 3:01 PM, John Alexson   
>>> wrote:
>>>> On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote:
>>>>
>>>>>
>>>>>
>>>>> Therefore I want change the sorting order of my queues so, that  
>>>>> when a
>>>>> supporter log on, he will see inbox queue on the TOP of Quick- 
>>>>> search
>>>>> tab.
>>>>>
>>>>>
>>>>>
>>>> I wouldn't mind seeing a "Sort" field added to the configuration of
>>>> queues -- similar to the one when creating values for a multi- 
>>>> select
>>>> custom field.
>>>>
>>>> In the meantime, I used the cheap and easy workaround of  
>>>> inserting a
>>>> sort code at the beginning of the queue name.  So, my alpha sorted
>>>> queues look like:
>>>>
>>>> 1-Low          (1-5 are my "input" queues, with 2-Normal the  
>>>> default)
>>>> 2-Normal
>>>> 3-High
>>>> 4-Urgent
>>>> 5-Emergency
>>>> Admin          (The alpha queues are fine sorted as-is)
>>>> Building Services
>>>> Delivery
>>>> . . . etc . . .
>>>> Z-Jane         (The Z-* queues are approvals -- i.e. an approval is
>>>> Z-John          is created when a ticket is created or moved here)
>>>> Z-Mary
>>>>
>>>> In some ways, I like using this method a little better than  
>>>> having a
>>>> hidden sort field since the queue name indicates it's purpose
>>>> (especially the Z-* queues) without having to spell it out.
>>>>
>>>>
>>>> JA
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>>>> Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>
>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From stephen.a.cochran.lists at cahir.net  Wed Feb 11 15:48:48 2009
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Wed, 11 Feb 2009 15:48:48 -0500
Subject: [rt-users] Ticket/Search results navigation in 3.8.x
In-Reply-To: <589c94400902102148v7ab55f20u4dd9d22e24243b14@mail.gmail.com>
References: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com>
	<20090207064359.GB47499@173-114-89-74.pools.spcsdns.net>
	<35ccbd010902081128h7396f3f0x13b5eab591f70aa4@mail.gmail.com>
	<20090209195959.GB15353@17h.local>
	<35ccbd010902100657g4e7ec63ao3e0c07d0021351@mail.gmail.com>
	<35ccbd010902101958x18c44d11l4af85e118a2ba05e@mail.gmail.com>
	<35ccbd010902102003k15d933feld3ab117e44d4aa9a@mail.gmail.com>
	<589c94400902102148v7ab55f20u4dd9d22e24243b14@mail.gmail.com>
Message-ID: <35ccbd010902111248r696ca74fva28fdcffe2f1493b@mail.gmail.com>

I will admit my sysadmin did the upgrade, so I can't say for sure, but we
are having problems with binary attachments (as hinted at in
UPGRADING.mysql).

Assume the worst and we only followed the steps in the upgrade document and
not the upgrade.mysql one. We switched a few weeks ago. Is it possible to
run those steps now or will that make things worse?

Steve

On Wed, Feb 11, 2009 at 12:48 AM, Ruslan Zakirov
wrote:

> Have you read UPGRADING.mysql?
>
> On Wed, Feb 11, 2009 at 7:03 AM, Stephen Cochran
>  wrote:
> >
> > Did some quick testing, my browser does have a RT session cookie. It
> stays
> > the same when I log in and the At a Glance page is displayed.
> >
> > Session ID stays the same when I click on a queue name.
> >
> > Session ID changes every time I click on a Ticket link in a search
> result.
> >
> > I haven't had to dig into how RT manages sessions, so if anyone has any
> > hints as to why the session cookies would be reset when moving to
> > Ticket/Display, let me know.
> >
> > Steve
> >
> >
> >
> > On Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran
> >  wrote:
> >>
> >> Think I've found part of the why, if not all of it.
> >>
> >> in Ticket/Elements/Tabs on line 64:
> >>
> >>     if ( defined $session{'tickets'} ) {
> >>
> >> isn't evaluating to true. For some reason RT doesn't see us as having a
> >> session.
> >>
> >> It's possible it is related to how we have auth set up. We're using
> >> Apache's authnz_ldap to set REMOTE_USER so all of our internal apps are
> >> single-signon. But that by itself shouldn't prevent sessions.
> >>
> >> I didn't set that part up so I'll have to check into that a little
> >> further.
> >>
> >> Steve
> >>
> >>
> >>
> >> On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran
> >>  wrote:
> >>>
> >>> Well it's great to see that those are there. I'll dig in and see whats
> >>> different (hopefully soon).
> >>>
> >>> I checked the release notes for 3.8.2 (we're on 3.8.1) and didn't see
> >>> anything related to this. In case I missed it, nothing that you
> remember
> >>> along those lines?
> >>>
> >>> Steve
> >>>
> >>>
> >>> On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent  >
> >>> wrote:
> >>>>
> >>>> On Sun  8.Feb'09 at 14:28:28 -0500, Stephen Cochran wrote:
> >>>> >    Maybe I'm missing something really obvious...I just disabled all
> >>>> > local
> >>>> >    mods just to be sure.
> >>>> >
> >>>> >    I log in, and see RT at a Glance. I click on one of the Queue
> names
> >>>> > in the
> >>>> >    Quick Search list. Now see a page with search results
> >>>> >    (/rt3/Search/Results.html). Included in menu bar across the top
> of
> >>>> > the
> >>>> >    ticket area is "Show Results" which is currently bold.
> >>>>
> >>>> I just did the exact same things on rt3.fsck.com.
> >>>>
> >>>> http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png
> >>>>
> >>>>
> >>>>
> >>>> >
> >>>> >    Click on one of the tickets, and see that ticket
> >>>> >    (/rt3/Ticket/Display.html). I don't see any link for the search
> >>>> > results,
> >>>> >    previous, next, etc in the left sidebar menu. Screenshot of what
> >>>> > I'm
> >>>> >    seeing below.
> >>>> >
> >>>> >    [1]http://www.cahir.net/images/rt_image.png
> >>>> >
> >>>> >    Steve
> >>>> >
> >>>> >    On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent
> >>>> > <[2]jesse at bestpractical.com>
> >>>> >    wrote:
> >>>> >
> >>>> >      On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
> >>>> >      >    We recently upgraded to 3.8.1, and overall the interface
> is
> >>>> > so much
> >>>> >      >    better!
> >>>> >      >
> >>>> >      >    One comment we've received from our customer support group
> >>>> > is that
> >>>> >      several
> >>>> >      >    navigation features are no longer available. When viewing
> a
> >>>> > queue
> >>>> >      or
> >>>> >      >    search, there used to be the following links/controls:
> >>>> >      >
> >>>> >      >    which took you back to the the last search or group you
> had.
> >>>> > These
> >>>> >      links
> >>>> >      >    seem to have disappeared from 3.8.x, and I'm wondering if
> >>>> > there's a
> >>>> >      >    setting to bring them back or if someone has made the
> >>>> > customization
> >>>> >      >    already.
> >>>> >      >
> >>>> >
> >>>> >      They sure seem to exist for me in 3.8...They're in the menu on
> >>>> > the left.
> >>>> >
> >>>> > References
> >>>> >
> >>>> >    Visible links
> >>>> >    1. http://www.cahir.net/images/rt_image.png
> >>>> >    2. mailto:jesse at bestpractical.com
> >>>>
> >>>> > _______________________________________________
> >>>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>>> >
> >>>> > Community help: http://wiki.bestpractical.com
> >>>> > Commercial support: sales at bestpractical.com
> >>>> >
> >>>> >
> >>>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>>> > Buy a copy at http://rtbook.bestpractical.com
> >>>>
> >>>> --
> >>>
> >>
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
>
> --
> Best regards, Ruslan.
>
-------------- next part --------------
An HTML attachment was scrubbed...
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From ruslan.zakirov at gmail.com  Wed Feb 11 16:14:00 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 12 Feb 2009 00:14:00 +0300
Subject: [rt-users] Ticket/Search results navigation in 3.8.x
In-Reply-To: <35ccbd010902111248r696ca74fva28fdcffe2f1493b@mail.gmail.com>
References: <35ccbd010902061958l6b124554k688ad7eea1cbd790@mail.gmail.com>
	<20090207064359.GB47499@173-114-89-74.pools.spcsdns.net>
	<35ccbd010902081128h7396f3f0x13b5eab591f70aa4@mail.gmail.com>
	<20090209195959.GB15353@17h.local>
	<35ccbd010902100657g4e7ec63ao3e0c07d0021351@mail.gmail.com>
	<35ccbd010902101958x18c44d11l4af85e118a2ba05e@mail.gmail.com>
	<35ccbd010902102003k15d933feld3ab117e44d4aa9a@mail.gmail.com>
	<589c94400902102148v7ab55f20u4dd9d22e24243b14@mail.gmail.com>
	<35ccbd010902111248r696ca74fva28fdcffe2f1493b@mail.gmail.com>
Message-ID: <589c94400902111314s33168378g91eadea94608bc80@mail.gmail.com>

Yep, however most probably binary attachments you added during last
days will be broken.

On Wed, Feb 11, 2009 at 11:48 PM, Stephen Cochran
 wrote:
>
> I will admit my sysadmin did the upgrade, so I can't say for sure, but we
> are having problems with binary attachments (as hinted at in
> UPGRADING.mysql).
>
> Assume the worst and we only followed the steps in the upgrade document and
> not the upgrade.mysql one. We switched a few weeks ago. Is it possible to
> run those steps now or will that make things worse?
>
> Steve
>
> On Wed, Feb 11, 2009 at 12:48 AM, Ruslan Zakirov 
> wrote:
>>
>> Have you read UPGRADING.mysql?
>>
>> On Wed, Feb 11, 2009 at 7:03 AM, Stephen Cochran
>>  wrote:
>> >
>> > Did some quick testing, my browser does have a RT session cookie. It
>> > stays
>> > the same when I log in and the At a Glance page is displayed.
>> >
>> > Session ID stays the same when I click on a queue name.
>> >
>> > Session ID changes every time I click on a Ticket link in a search
>> > result.
>> >
>> > I haven't had to dig into how RT manages sessions, so if anyone has any
>> > hints as to why the session cookies would be reset when moving to
>> > Ticket/Display, let me know.
>> >
>> > Steve
>> >
>> >
>> >
>> > On Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran
>> >  wrote:
>> >>
>> >> Think I've found part of the why, if not all of it.
>> >>
>> >> in Ticket/Elements/Tabs on line 64:
>> >>
>> >>     if ( defined $session{'tickets'} ) {
>> >>
>> >> isn't evaluating to true. For some reason RT doesn't see us as having a
>> >> session.
>> >>
>> >> It's possible it is related to how we have auth set up. We're using
>> >> Apache's authnz_ldap to set REMOTE_USER so all of our internal apps are
>> >> single-signon. But that by itself shouldn't prevent sessions.
>> >>
>> >> I didn't set that part up so I'll have to check into that a little
>> >> further.
>> >>
>> >> Steve
>> >>
>> >>
>> >>
>> >> On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran
>> >>  wrote:
>> >>>
>> >>> Well it's great to see that those are there. I'll dig in and see whats
>> >>> different (hopefully soon).
>> >>>
>> >>> I checked the release notes for 3.8.2 (we're on 3.8.1) and didn't see
>> >>> anything related to this. In case I missed it, nothing that you
>> >>> remember
>> >>> along those lines?
>> >>>
>> >>> Steve
>> >>>
>> >>>
>> >>> On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent
>> >>> 
>> >>> wrote:
>> >>>>
>> >>>> On Sun  8.Feb'09 at 14:28:28 -0500, Stephen Cochran wrote:
>> >>>> >    Maybe I'm missing something really obvious...I just disabled all
>> >>>> > local
>> >>>> >    mods just to be sure.
>> >>>> >
>> >>>> >    I log in, and see RT at a Glance. I click on one of the Queue
>> >>>> > names
>> >>>> > in the
>> >>>> >    Quick Search list. Now see a page with search results
>> >>>> >    (/rt3/Search/Results.html). Included in menu bar across the top
>> >>>> > of
>> >>>> > the
>> >>>> >    ticket area is "Show Results" which is currently bold.
>> >>>>
>> >>>> I just did the exact same things on rt3.fsck.com.
>> >>>>
>> >>>> http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png
>> >>>>
>> >>>>
>> >>>>
>> >>>> >
>> >>>> >    Click on one of the tickets, and see that ticket
>> >>>> >    (/rt3/Ticket/Display.html). I don't see any link for the search
>> >>>> > results,
>> >>>> >    previous, next, etc in the left sidebar menu. Screenshot of what
>> >>>> > I'm
>> >>>> >    seeing below.
>> >>>> >
>> >>>> >    [1]http://www.cahir.net/images/rt_image.png
>> >>>> >
>> >>>> >    Steve
>> >>>> >
>> >>>> >    On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent
>> >>>> > <[2]jesse at bestpractical.com>
>> >>>> >    wrote:
>> >>>> >
>> >>>> >      On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
>> >>>> >      >    We recently upgraded to 3.8.1, and overall the interface
>> >>>> > is
>> >>>> > so much
>> >>>> >      >    better!
>> >>>> >      >
>> >>>> >      >    One comment we've received from our customer support
>> >>>> > group
>> >>>> > is that
>> >>>> >      several
>> >>>> >      >    navigation features are no longer available. When viewing
>> >>>> > a
>> >>>> > queue
>> >>>> >      or
>> >>>> >      >    search, there used to be the following links/controls:
>> >>>> >      >
>> >>>> >      >    which took you back to the the last search or group you
>> >>>> > had.
>> >>>> > These
>> >>>> >      links
>> >>>> >      >    seem to have disappeared from 3.8.x, and I'm wondering if
>> >>>> > there's a
>> >>>> >      >    setting to bring them back or if someone has made the
>> >>>> > customization
>> >>>> >      >    already.
>> >>>> >      >
>> >>>> >
>> >>>> >      They sure seem to exist for me in 3.8...They're in the menu on
>> >>>> > the left.
>> >>>> >
>> >>>> > References
>> >>>> >
>> >>>> >    Visible links
>> >>>> >    1. http://www.cahir.net/images/rt_image.png
>> >>>> >    2. mailto:jesse at bestpractical.com
>> >>>>
>> >>>> > _______________________________________________
>> >>>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >>>> >
>> >>>> > Community help: http://wiki.bestpractical.com
>> >>>> > Commercial support: sales at bestpractical.com
>> >>>> >
>> >>>> >
>> >>>> > Discover RT's hidden secrets with RT Essentials from O'Reilly
>> >>>> > Media.
>> >>>> > Buy a copy at http://rtbook.bestpractical.com
>> >>>>
>> >>>> --
>> >>>
>> >>
>> >
>> >
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.


From alexyoung at scoutsolutions.co.uk  Wed Feb 11 16:22:56 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Wed, 11 Feb 2009 21:22:56 -0000
Subject: [rt-users] colorize status
In-Reply-To: <4992C4110200003E00004F34@mail.finleysd.org>
References: <4992C4110200003E00004F34@mail.finleysd.org>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64D5F935@s-wor-e-001.SCOUTSOFFICE.local>

You're welcome. I liked your idea and thought it would be good for my
users too, and they are loving it.

We dont use the self service interface yet, but I had a look at it
anyway and it was showing the colours as well as New Reply. Do you not
see it?



-----Original Message-----
From: Daniel Cook [mailto:dcook at finleysd.org] 
Sent: 11 February 2009 20:27
To: Alex Young
Subject: RE: [rt-users] colorize status

Alex,

Thanks a ton!

Your solution provides nice combination of the features listed on the
page with the added bonus of marking the messages as read.

Quick question for you... I noticed that this works great for my side of
things... Is there any way to have the "New Reply" show up for general
users in the self service interface as well?


Daniel Cook
Technology Coordinator
Finley School District
dcook at finleysd.org 
(509) 586-3217
>>> "Alex Young"  02/10/09 5:38 PM >>>
I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.

Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.

I changed your updated statusInColor code form the WIKI.

# Show status in colour.
sub statusInColor {
	my $Ticket = shift;
	my $status = $Ticket->Status;
	my $css = "status" . lc $status;
	my $cssreply = "status" . lc "reply";
	my $LastUpdater = $Ticket->LastUpdatedByObj->EmailAddress;
	my $TicketRequestors =
$Ticket->Requestors->MemberEmailAddressesAsString;
	my $TicketCC = $Ticket->Cc->MemberEmailAddressesAsString;
	my $CurrentUser = $session{'CurrentUser'}->EmailAddress;

# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
	if (($CurrentUser ne $LastUpdater) && ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
	{
		my $txn = $Ticket->SeenUpTo or return \"
$status
";
#        my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id. "#txn-".$txn->id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
		my $TicketLink = RT->Config->Get('WebPath')
."/Ticket/Display.html?id=". $Ticket->id ."&MarkAsSeen=1".
"#txn-".$txn->id;
		$status = "
$status New
Reply
";
	}
	else {
		$status = "
$status
";
	}

	return \"$status";

}


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users at lists.bestpractical.com
Subject: [rt-users] colorize status

So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2  The question that I have is this...

When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was....  

I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.  

This is how I would like this new reply type flag setup for my list
view.  I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.

Is this easily possible?  Any advise on how to go about it?

Thanks,

Dan

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 jrhett at netconsonance.com  Wed Feb 11 17:17:45 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 11 Feb 2009 14:17:45 -0800
Subject: [rt-users] tracking tickets which have been replied to?
Message-ID: 

Okay, this is so obvious of a requirement in a ticket system that I've  
been spinning in circles assuming I'm overlooking something.  However,  
I haven't found it, so could someone please clue me in how to do this?

Ticket opened by a customer - needs response
Ticket replied to by helpdesk - has been handled
Ticket replied to by a customer - needs response again

Unfortunately, I see nothing in RT which will highlight that message  
and bring it up on anyone's screen as needing action.  Yes, an e-mail  
will go out.  But I'm looking for the following kind of things:

1. If not responded to within a given period, unassign from owner and/ 
or escalate in some visible fashion

2. Bring it to the top of everyone's list as needing action.

I'm guessing that the solution will rely on something like this:

A) A global script to lower priority on Comment or Correspondence (or  
Resolve) below a certain number
B) A global script to raise priority on update from customer above  
that certain number
C) An rt-crontool script to annoy people about priority > certain  
number unanswered tickets

Has anyone else already run down this road?

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From Jim.Tambling at datatote.co.uk  Wed Feb 11 17:36:10 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Wed, 11 Feb 2009 22:36:10 -0000
Subject: [rt-users] Reminders still open after a ticket is closed
Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBA8@mail.sys.internal>

Thanks Mark

 

I tried that but it doesn't seem to work. Here's the code I put in the
scrip;

 

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

 

return 1 unless (defined($id)); # Can this be undefined?

 

 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

 while (my $ticket = $tickets->Next) {

 $RT::Logger->info("Closing associated reminder");

 $ticket->SetStatus("resolved"); 

}

 return 1; 

 

 

I have zero knowledge of  perl so I don't know if this is correct.

 

Regards

 

-----Original Message-----
From: Roedel, Mark [mailto:MarkRoedel at letu.edu] 
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-users at bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

 

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-users at bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed

 

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards

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From rouilj at renesys.com  Wed Feb 11 17:52:34 2009
From: rouilj at renesys.com (John Rouillard)
Date: Wed, 11 Feb 2009 22:52:34 +0000
Subject: [rt-users] tracking tickets which have been replied to?
In-Reply-To: 
References: 
Message-ID: <20090211225234.GC7480@renesys.com>

On Wed, Feb 11, 2009 at 02:17:45PM -0800, Jo Rhett wrote:
> Okay, this is so obvious of a requirement in a ticket system that I've  
> been spinning in circles assuming I'm overlooking something.  However,  
> I haven't found it, so could someone please clue me in how to do this?
> 
> Ticket opened by a customer - needs response
> Ticket replied to by helpdesk - has been handled
> Ticket replied to by a customer - needs response again
> 
> Unfortunately, I see nothing in RT which will highlight that message  
> and bring it up on anyone's screen as needing action.  Yes, an e-mail  
> will go out.  But I'm looking for the following kind of things:
> 
> 1. If not responded to within a given period, unassign from owner and/ 
>    or escalate in some visible fashion
> 
> 2. Bring it to the top of everyone's list as needing action.
> 
> I'm guessing that the solution will rely on something like this:
> 
> A) A global script to lower priority on Comment or Correspondence (or  
>    Resolve) below a certain number
> B) A global script to raise priority on update from customer above  
>    that certain number
> C) An rt-crontool script to annoy people about priority > certain  
>    number unanswered tickets
> 
> Has anyone else already run down this road?

Not exactly what you are looking for, but I set the status to stalled
when I am waiting for input from the user.  Then the default global
script:

  On Correspond Open Tickets with template Blank 

will open the ticket again when the user (or anybody else) responds
normally (as opposed to responding with a comment).

A canned search for open tickets sorted by last updated time should
bubble it to the top of the list. I have such a bookmarked search
running as my status display every 10 minutes or so.

--
				-- rouilj

John Rouillard
System Administrator
Renesys Corporation
603-244-9084 (cell)
603-643-9300 x 111


From pthirose at ucdavis.edu  Wed Feb 11 18:34:26 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Wed, 11 Feb 2009 15:34:26 -0800 (PST)
Subject: [rt-users] Everyone rights Create/Reply Tickets for multi-queue
	setup
Message-ID: 

For random users to create a ticket via email into a queue, the Everyone group need only the Global Right Create Ticket?  And to reply to that ticket to answer questions that support staff might have for the requestor, the global right ReplyTicket is the only one needed?  No end-user/requestor will ever use the website.  Any/all communication with the requestor will be via email to the user and an email response back from the user.

I wanted to check, because the documentation originally starts with SeeQueue and CommentOnTicket for Everyone as a Global Right as well.  Somewhere along the line, I think I added ShowTicket as well after reading some other doc.

I removed CommentOnTicket from Everyone, since only support staff should Comment anyway.

The reason this created a problem for us, is because we have three queues: helpdesk@, billing@, and managers at .  Our random end-users send email to one of the first two (although I guess since Create/Reply is Global Everyone, they could also do the same to managers@ but that's not publicized so hopefully nobody will ever get to it.)  That's our queue for escalation purposes internally.

When everyone had SeeQueue & ShowTicket, a staff person logging into RT's At A Glance in 10 Newest Unowned Tickets, would see both the Helpdesk and Billing queue and tickets.  But of course, helpdesk only wants to see helpdesk stuff, and billing only wants to see billing stuff.  So I removed SQ/ST rights from Everyone and only left Create/ReplyTix for Everyone.

Now when helpdesk person logs in, he only sees helpdesk stuff (same w/accounting.)  So is having only CT/RT rights for Everyone global ok?  It seems to be.

The managers@ queue is used to move a ticket from helpdesk@ or billing@ into the managers@ queue, so the manager on duty can handle the tix.

This is RT382, with MySQL5067, Apache 2211 and ModPerl204.

Thank you,
PH

--
Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
1034 Academic Surge  : Programmer/Analyst   : Backup Motto : rm -fr /
One Shields Avenue   : Voice (530) 752-7181 : Robot, n.: Univ. Admin
Davis, CA 95616-8770 : Fax   (530) 752-4465 : rec.pets.cat.anecdotes


From jrhett at netconsonance.com  Wed Feb 11 18:48:55 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 11 Feb 2009 15:48:55 -0800
Subject: [rt-users] tracking tickets which have been replied to?
In-Reply-To: <20090211225234.GC7480@renesys.com>
References: 
	<20090211225234.GC7480@renesys.com>
Message-ID: 

On Feb 11, 2009, at 2:52 PM, John Rouillard wrote:
> On Wed, Feb 11, 2009 at 02:17:45PM -0800, Jo Rhett wrote:
>> Okay, this is so obvious of a requirement in a ticket system that  
>> I've
>> been spinning in circles assuming I'm overlooking something.   
>> However,
>> I haven't found it, so could someone please clue me in how to do  
>> this?
>>
>> Ticket opened by a customer - needs response
>> Ticket replied to by helpdesk - has been handled
>> Ticket replied to by a customer - needs response again
>>
>> Unfortunately, I see nothing in RT which will highlight that message
>> and bring it up on anyone's screen as needing action.  Yes, an e-mail
>> will go out.  But I'm looking for the following kind of things:
>>
>> 1. If not responded to within a given period, unassign from owner  
>> and/
>>   or escalate in some visible fashion
>>
>> 2. Bring it to the top of everyone's list as needing action.
>>
>> I'm guessing that the solution will rely on something like this:
>>
>> A) A global script to lower priority on Comment or Correspondence (or
>>   Resolve) below a certain number
>> B) A global script to raise priority on update from customer above
>>   that certain number
>> C) An rt-crontool script to annoy people about priority > certain
>>   number unanswered tickets
>>
>> Has anyone else already run down this road?
>
> Not exactly what you are looking for, but I set the status to stalled
> when I am waiting for input from the user.  Then the default global
> script:
>
>  On Correspond Open Tickets with template Blank
>
> will open the ticket again when the user (or anybody else) responds
> normally (as opposed to responding with a comment).
>
> A canned search for open tickets sorted by last updated time should
> bubble it to the top of the list. I have such a bookmarked search
> running as my status display every 10 minutes or so.


Thanks.  It's an interesting idea, but I'm not sure that it makes the  
most sense because it requires extra action by the lowest paid  
people.  Unless I could automatically reset the state appropriately...

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


From pthirose at ucdavis.edu  Wed Feb 11 19:19:25 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Wed, 11 Feb 2009 16:19:25 -0800 (PST)
Subject: [rt-users] queue tag moved from left of subject to right of
	subject?
Message-ID: 

This seems to be a recurring issue:
	http://www.gossamer-threads.com/lists/rt/users/82186
	http://www.gossamer-threads.com/lists/rt/users/81328
and others.

Using RT382 and we see the same thing.

During the 82186 (this) thread, there's mention of having given every queue its own different subject line tag.  I happen to fall into this category as well.  I have several queues, and each has a different subject tag (Configuration -> Queues -> ClickonQueue then see the "Subject Tag" entry.)  In particular, I've a helpdesk@ queue which has Subject Tag of "Helpdesk Support" and a billing@ queue which has Subject Tag of "Billing Support".

I tried to follow the instructions about changing EmailSubjectTagRegex to Set(...$rtname|helpdesk|billing...) and I just make that change in RT_SiteConfig.pm?

The last msg on 2009-02-02 from jpierce shows "...the other half..." and I'm not sure where that goes.  Does that also go into RT_SiteConfig.pm?

Or do these changes occur in the local/lib/RT/Interface/Email_Local.pm which is referenced at codepad: http://codepad.org/pSthWrxD?

Thank you,
PH

--
Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
1034 Academic Surge  : Programmer/Analyst   : Backup Motto : rm -fr /
One Shields Avenue   : Voice (530) 752-7181 : Robot, n.: Univ. Admin
Davis, CA 95616-8770 : Fax   (530) 752-4465 : rec.pets.cat.anecdotes


From hanane.ourdani at gmail.com  Thu Feb 12 03:49:25 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Thu, 12 Feb 2009 08:49:25 +0000
Subject: [rt-users] CommandByMail
Message-ID: 

Hi all,

*Since the Queue contains mandatory fields, if these fields are not filled
(fill in the e-mail or rather empty), the ticket will not be created. Is
there a way to notify the person who sends the mail that his application has
not been created?*

Thank you,
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From dg at doodle.com  Thu Feb 12 06:18:55 2009
From: dg at doodle.com (David Gubler)
Date: Thu, 12 Feb 2009 12:18:55 +0100
Subject: [rt-users] Content broken on latest RTFM
Message-ID: <4994059F.10808@doodle.com>

Hi all

I'm trying to migrate from an old server to a fresh installation on a 
new server.

Old server:
Debian etch
Package request-tracker3.4     Version 3.4.5
Package rtfm                   Version 2.0.3
MySQL 5.0

New Server:
Debian etch
Package request-tracker3.6     Version 3.6.1
RTFM installed from source     Version 2.4.1
MySQL 5.0

Problem:
The articles have no content, and when I try to create a new article I 
cannot enter any content because I just see the title "Content" without 
any input fields (?!?). It all works fine on the old installation.

I have read the mailing list archives, where I found several posts 
regarding a similar problem (database not properly migrated). However, I 
think I did it correctly...

What I did:
- Run migration tool (sbin/migrate-2.0-to-2.1) on old (!) server, which 
seemed to work fine and did a bunch of stuff.
- Dump the RT database, import it on new server
- Install RT 3.6, run RT 3.6 database migration script 
(/usr/sbin/rt-setup-database-3.6 |--action init --dba root 
--prompt|-for-dba-password)
- Now RT 3.6 itself seems to work fine
- Download RTFM 2.4.1, install it over the debian package 
(/usr/local/share/request-tracker3.6/)
- Migrate the RTFM database as described in the RTFM manual 
(rt-setup-database --action schema/acl/insert for version 2.1.0, 2.1.30, 
2.2RC2)

Now I have the following tables:
+-------------------------+
| Tables_in_rtdb          |
+-------------------------+
| ACL                     |
| Attachments             |
| Attributes              |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| FM_ArticleCFValues      |
| FM_Articles             |
| FM_ClassCustomFields    |
| FM_Classes              |
| FM_CustomFieldValues    |
| FM_CustomFields         |
| FM_ObjectTopics         |
| FM_Topics               |
| FM_Transactions         |
| GroupMembers            |
| Groups                  |
| Links                   |
| ObjectCustomFieldValues |
| ObjectCustomFields      |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+

which is two more FM_-tables than before the migration, so I guess it 
has worked.

I also tried:
RTFM-2.2.1
RTFM-2.0.1
installing request-tracker 3.6.7 from source instead of the debian package

All with the same result: No "Content" for articles and no "Content" 
input fields for new articles.

Any ideas?

Can I fix this, manually if necessary?

Thanks & best regards,

David Gubler


From dg at doodle.com  Thu Feb 12 07:48:32 2009
From: dg at doodle.com (David Gubler)
Date: Thu, 12 Feb 2009 13:48:32 +0100
Subject: [rt-users] Content broken on latest RTFM
In-Reply-To: 
References: <4994059F.10808@doodle.com>
	
Message-ID: <49941AA0.7010109@doodle.com>

Hi Simon

Thanks for your response, it got me on the right path:

We have an RTFM class "FAQ" which has two custom fields. For some reason 
these got disabled during the migration, all I had to do is to 
reactivate them using the RT GUI and the root account.

Thanks again and best regards,

David Gubler

Simon Dray schrieb:
>
> David
>
>  
>
> I had a similar issue and got round it by adding in a custom field entry
>
>  
>
> Name Description Type Applies to Validation
>
>
> ?
>
> Link values to
>
>  
>
> RT can make this custom field's values into hyperlinks to another 
> service. Fill in this field with a URL. RT will replace __id__ and 
> __CustomField__ with the record id and custom field value, respectively
>
> Include page
>
> RT can include content from another web service when showing this 
> custom field. Fill in this field with a URL. RT will replace __id__ 
> and __CustomField__ with the record id and custom field value, 
> respectively /Some browsers may only load content from the same domain 
> as your RT server./
>
>   Enabled (Unchecking this box disables this custom field)
>
>  
>
>  
>
>  
>
> This then appears as the fill in box for content
>
>  
>
> Regards Simon
>
>  
>
>  
>
> -----Original Message-----
> From: David Gubler [mailto:dg at doodle.com]
> Sent: 12 February 2009 11:19
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Content broken on latest RTFM
>
>  
>
> Hi all
>
>  
>
> I'm trying to migrate from an old server to a fresh installation on a
>
> new server.
>
>  
>
> Old server:
>
> Debian etch
>
> Package request-tracker3.4     Version 3.4.5
>
> Package rtfm                   Version 2.0.3
>
> MySQL 5.0
>
>  
>
> New Server:
>
> Debian etch
>
> Package request-tracker3.6     Version 3.6.1
>
> RTFM installed from source     Version 2.4.1
>
> MySQL 5.0
>
>  
>
> Problem:
>
> The articles have no content, and when I try to create a new article I
>
> cannot enter any content because I just see the title "Content" without
>
> any input fields (?!?). It all works fine on the old installation.
>
>  
>
> I have read the mailing list archives, where I found several posts
>
> regarding a similar problem (database not properly migrated). However, I
>
> think I did it correctly...
>
>  
>
> What I did:
>
> - Run migration tool (sbin/migrate-2.0-to-2.1) on old (!) server, which
>
> seemed to work fine and did a bunch of stuff.
>
> - Dump the RT database, import it on new server
>
> - Install RT 3.6, run RT 3.6 database migration script
>
> (/usr/sbin/rt-setup-database-3.6 |--action init --dba root
>
> --prompt|-for-dba-password)
>
> - Now RT 3.6 itself seems to work fine
>
> - Download RTFM 2.4.1, install it over the debian package
>
> (/usr/local/share/request-tracker3.6/)
>
> - Migrate the RTFM database as described in the RTFM manual
>
> (rt-setup-database --action schema/acl/insert for version 2.1.0, 2.1.30,
>
> 2.2RC2)
>
>  
>
> Now I have the following tables:
>
> +-------------------------+
>
> | Tables_in_rtdb          |
>
> +-------------------------+
>
> | ACL                     |
>
> | Attachments             |
>
> | Attributes              |
>
> | CachedGroupMembers      |
>
> | CustomFieldValues       |
>
> | CustomFields            |
>
> | FM_ArticleCFValues      |
>
> | FM_Articles             |
>
> | FM_ClassCustomFields    |
>
> | FM_Classes              |
>
> | FM_CustomFieldValues    |
>
> | FM_CustomFields         |
>
> | FM_ObjectTopics         |
>
> | FM_Topics               |
>
> | FM_Transactions         |
>
> | GroupMembers            |
>
> | Groups                  |
>
> | Links                   |
>
> | ObjectCustomFieldValues |
>
> | ObjectCustomFields      |
>
> | Principals              |
>
> | Queues                  |
>
> | ScripActions            |
>
> | ScripConditions         |
>
> | Scrips                  |
>
> | Templates               |
>
> | Tickets                 |
>
> | Transactions            |
>
> | Users                   |
>
> | sessions                |
>
> +-------------------------+
>
>  
>
> which is two more FM_-tables than before the migration, so I guess it
>
> has worked.
>
>  
>
> I also tried:
>
> RTFM-2.2.1
>
> RTFM-2.0.1
>
> installing request-tracker 3.6.7 from source instead of the debian package
>
>  
>
> All with the same result: No "Content" for articles and no "Content"
>
> input fields for new articles.
>
>  
>
> Any ideas?
>
>  
>
> Can I fix this, manually if necessary?
>
>  
>
> Thanks & best regards,
>
>  
>
> David Gubler
>
> _______________________________________________
>
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  
>
> Community help: http://wiki.bestpractical.com
>
> Commercial support: 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 sven.sternberger at desy.de  Thu Feb 12 12:34:57 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Thu, 12 Feb 2009 18:34:57 +0100
Subject: [rt-users] tracking tickets which have been replied to?
In-Reply-To: 
References: 
Message-ID: <1234460097.7536.19.camel@pcx4546.desy.de>

Hi!

On Mi, 2009-02-11 at 14:17 -0800, Jo Rhett wrote:
> Okay, this is so obvious of a requirement in a ticket system that I've  
> been spinning in circles assuming I'm overlooking something.  However,  
> I haven't found it, so could someone please clue me in how to do this?
I have exactly the same problem (which don't help you). I also
tried the stalled method, but in "production" it's not a good
solution. I thought about a search like "give me all tickets where last
transaction is not from owner or system" but I failed to put this in
TicketSql, maybe somebody on the listy has an idea.

or maybe configure a customfield (lastUpdateBy: owner,other), and then 
write a scrip which alter the customfield on every correspond, depending
if the sender is equal the owner or not.
Afterward you can define a simple search where lastUpdatedBy="other"
I think I will try this the next days

reagrds!

sven





From MarkRoedel at letu.edu  Thu Feb 12 13:09:11 2009
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 12 Feb 2009 12:09:11 -0600
Subject: [rt-users] Reminders still open after a ticket is closed
In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBA8@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE070133FBA8@mail.sys.internal>
Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4002773A3A@rachael-reborn.letnet.net>

That part of it looks OK to me.

 

I recently had a problem with a similarly-structured scrip that didn't
seem to be firing.  It turned out to be because I'd left the "Custom
Action Preparation Code" field blank.  When I put a "return 1;" into
that field, it started behaving as expected.

 

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: Jim Tambling [mailto:Jim.Tambling at datatote.co.uk] 
Sent: Wednesday, February 11, 2009 4:36 PM
To: Roedel, Mark; rt-users at bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

 

Thanks Mark

 

I tried that but it doesn't seem to work. Here's the code I put in the
scrip;

 

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

 

return 1 unless (defined($id)); # Can this be undefined?

 

 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

 while (my $ticket = $tickets->Next) {

 $RT::Logger->info("Closing associated reminder");

 $ticket->SetStatus("resolved"); 

}

 return 1; 

 

 

I have zero knowledge of  perl so I don't know if this is correct.

 

Regards

 

-----Original Message-----
From: Roedel, Mark [mailto:MarkRoedel at letu.edu] 
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-users at bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

 

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-users at bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed

 

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards

________________________________


Spam
 
Not spam
 
Forget previous vote
 

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From vadud3 at gmail.com  Thu Feb 12 13:17:26 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 12 Feb 2009 13:17:26 -0500
Subject: [rt-users] User defined Condition: Autoclose
Message-ID: 

How do I define a condition where requestor address is 'user at example'
com? I will use this condition to close a ticket

In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
something like this

$self->TicketObj->status eq 'deleted';

and

my $email = $self->TicketObj->RequestorAddresses[0]

So can I have a user defined condition like this?

$self->TicketObj->RequestorAddresses eq 'user at example.com' ?

Is that a valid syntax ?

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From vadud3 at gmail.com  Thu Feb 12 14:02:50 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 12 Feb 2009 14:02:50 -0500
Subject: [rt-users] User defined Condition: Autoclose
In-Reply-To: 
References: 
Message-ID: 

On Thu, Feb 12, 2009 at 1:17 PM, Asif Iqbal  wrote:
> How do I define a condition where requestor address is 'user at example'
> com? I will use this condition to close a ticket
>
> In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
> something like this
>
> $self->TicketObj->status eq 'deleted';
>
> and
>
> my $email = $self->TicketObj->RequestorAddresses[0]
>
> So can I have a user defined condition like this?
>
> $self->TicketObj->RequestorAddresses eq 'user at example.com' ?
>
> Is that a valid syntax ?

I tried to setup like this thru web but it does not resolve the
ticket. What am I doing wrong?

Description: AutoClose
Condition: User Defined
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom condition:
    $self->TicketObj->RequestorAddresses eq 'vadud3 at gmail.com';

Custom action preparation code:
    return 1;

Custom action cleanup code:
    $self->TicketObj->SetStatus resolved;

I see it create a ticket but it does not autoclose it



>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From ranatanveer at gmail.com  Thu Feb 12 14:05:01 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Fri, 13 Feb 2009 00:05:01 +0500
Subject: [rt-users] Query to get watchers of Qs.
In-Reply-To: 
References: <2282948c0902071612h4976406epd873aab598e8ef98@mail.gmail.com>
	
Message-ID: <2282948c0902121105id79f2a9i6ec84d9a1cce22b1@mail.gmail.com>

Hi Torsten BrummThanks for your resopnse. but i need simple SQL query to get
watchers from RT Database.

my requirement is specific, because i am also creating monitoring script for
my RT Service.

Again i want to mention, i am using RT 3.8.1. could anyone have this query.

I read the stuff on wiki but no clue, below is only for Ticket Watchers.
http://wiki.bestpractical.com/view/GetWatcherInfoByTicket

My Requirement = i want simple query to get current watchers of all the
enable Queues.

Thanks and Regards.

Rana Tanveer

On Mon, Feb 9, 2009 at 5:00 PM, Torsten Brumm
wrote:

> Hi Rana,
>
> try this out:
> http://search.cpan.org/~elacour/RT-Extension-WatchedQueues-0.03/lib/RT/Extension/WatchedQueues.pm
>
> I think it is what you are looking for.
>
> Torsten
>
> 2009/2/8 Rana Tanveer 
>
>> Hi Everyone
>>
>> I am using RT 3.8.1 on Fedora 10.
>>
>> I need one query from you, i want to get watchers of Queues from RT
>> database to display at my site for management review.
>> can anyone help me out in this query ?
>>
>>
>> --
>> ---------------------------------------------
>>          Rana Tanveer
>>         +923224194457
>> http://www.sysadminsline.com
>> ---------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de
>
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From vadud3 at gmail.com  Thu Feb 12 14:07:36 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 12 Feb 2009 14:07:36 -0500
Subject: [rt-users] User defined Condition: Autoclose
In-Reply-To: 
References: 
	
Message-ID: 

On Thu, Feb 12, 2009 at 2:02 PM, Asif Iqbal  wrote:
> On Thu, Feb 12, 2009 at 1:17 PM, Asif Iqbal  wrote:
>> How do I define a condition where requestor address is 'user at example'
>> com? I will use this condition to close a ticket
>>
>> In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
>> something like this
>>
>> $self->TicketObj->status eq 'deleted';
>>
>> and
>>
>> my $email = $self->TicketObj->RequestorAddresses[0]
>>
>> So can I have a user defined condition like this?
>>
>> $self->TicketObj->RequestorAddresses eq 'user at example.com' ?
>>
>> Is that a valid syntax ?
>
> I tried to setup like this thru web but it does not resolve the
> ticket. What am I doing wrong?
>
> Description: AutoClose
> Condition: User Defined
> Action: User Defined
> Template: Global template: Autoreply
> Stage: TransactionCreate
>
> Custom condition:
>    $self->TicketObj->RequestorAddresses eq 'vadud3 at gmail.com';
>
> Custom action preparation code:
>    return 1;
>
> Custom action cleanup code:
>    $self->TicketObj->SetStatus resolved;

It is working now. I found the fix in
http://wiki.bestpractical.com/view/ResolveTicket

>
> I see it create a ticket but it does not autoclose it
>
>
>
>>
>> --
>> Asif Iqbal
>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>> A: Because it messes up the order in which people normally read text.
>> Q: Why is top-posting such a bad thing?
>>
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From c_apotla at qualcomm.com  Thu Feb 12 14:06:34 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Thu, 12 Feb 2009 11:06:34 -0800
Subject: [rt-users] User defined Condition: Autoclose
In-Reply-To: 
References: ,
	
Message-ID: 

Try this in the custom condition:

if ( $self->TicketObj->RequestorAddresses eq 'vadud3 at gmail.com') {
return 1;
} esle {
return 0;
}

-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Asif Iqbal [vadud3 at gmail.com]
Sent: Friday, February 13, 2009 12:32 AM
To: rt-users Users; rt-devel at lists.bestpractical.com
Subject: Re: [rt-users] User defined Condition: Autoclose

On Thu, Feb 12, 2009 at 1:17 PM, Asif Iqbal  wrote:
> How do I define a condition where requestor address is 'user at example'
> com? I will use this condition to close a ticket
>
> In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
> something like this
>
> $self->TicketObj->status eq 'deleted';
>
> and
>
> my $email = $self->TicketObj->RequestorAddresses[0]
>
> So can I have a user defined condition like this?
>
> $self->TicketObj->RequestorAddresses eq 'user at example.com' ?
>
> Is that a valid syntax ?

I tried to setup like this thru web but it does not resolve the
ticket. What am I doing wrong?

Description: AutoClose
Condition: User Defined
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom condition:
    $self->TicketObj->RequestorAddresses eq 'vadud3 at gmail.com';

Custom action preparation code:
    return 1;

Custom action cleanup code:
    $self->TicketObj->SetStatus resolved;

I see it create a ticket but it does not autoclose it



>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>



--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


From Paul_OLeary at breconridge.com  Thu Feb 12 14:00:20 2009
From: Paul_OLeary at breconridge.com (O'Leary, Paul)
Date: Thu, 12 Feb 2009 14:00:20 -0500
Subject: [rt-users] Link Relationships Missing: RT 363 to 380 or 382
Message-ID: <441943649C17D84E8262B5B2E9A4CAE4542F1C@kbexch02.corp.breconridge.com>

Hello

 

I am trying to upgrade from 3.6.3 to 3.8 or 3.8.2. I initially tried
going to 380, using the a copy of the same database that 363 was using
in Oracle. I ran the database upgrade scripts fine, and was able to
connect to it fine and do just about everything. I say just about, as I
noticed that all the links and child/parent relationships are gone from
the tickets. I checked the messages file and noticed that I get this
entry for a bunch of tickets. The look like the entries in the links
table, so I am assuming they are related to my dilemma. Can anyone tell
me what has happened to my links. I'll include an entry from the links
table from my production system and one from my current 380 dev system
for comparison. 

 

Current PROD system (running 363) link table entry: (sorry for the
formatting...sqlplus output is too wide) - this still works, links show
in tickets.

                                 

 

        ID

----------

BASE

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

TARGET

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

TYPE                 LOCALTARGET  LOCALBASE LASTUPDATEDBY LASTUPDAT
CREATOR CREATED

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

     35201

fsck.com-rt://BreconRidge.com/ticket/136735

fsck.com-rt://BreconRidge.com/ticket/138005

MemberOf                  138005     136735         93547 12-FEB-09
93547 12-FEB-09

 

 

Current DEV system running 382 (was 380):

 

        ID

----------

BASE

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

TARGET

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

TYPE                 LOCALTARGET  LOCALBASE LASTUPDATEDBY LASTUPDAT
CREATOR CREATED

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

     24760

fsck.com-rt://BreconRidge.com/ticket/133271

fsck.com-rt://BreconRidge.com/ticket/133270

MemberOf                  133270     133271          3015 12-SEP-08
3015 12-SEP-08

 

ERROR from messages file on DEV system:

 

Feb 12 13:34:57 brerttest RT: Resolver RT::URI::fsck_com_rt could not
parse fsck.com-rt://BreconRidge.com/ticket/115007
(/usr/local/rt/bin/../lib/RT/URI.pm:147)

 

I haven't seen too much documentation or threads on this in my seaches.
There was one from 2005 that went unanswered. This is the only issue
stopping from roling up to 382 right now. Any help would be appreciated.

 

Cheers

 

Paul



"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."
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From jrhett at netconsonance.com  Thu Feb 12 14:43:02 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 12 Feb 2009 11:43:02 -0800
Subject: [rt-users] global default auto-refresh patch for 3.8.2
Message-ID: 

This patch is adapted from something Ian posted for 3.6.4 adapted for  
3.8.2.  Jesse, please consider adopting this for the mainline as it is  
a popular question and this patch allows the person to override the  
default.

--- html/autohandler_orig    2009-02-12 11:31:49.000000000 -0800
+++ html/autohandler 2009-02-12 11:42:02.000000000 -0800
@@ -208,6 +208,13 @@
                          if defined $new_user_info->{$attribute};
                  }
                  $session{'CurrentUser'}->Load($user);
+
+                unless( $session{'home_refresh_interval'} ) {
+                    $session{'home_refresh_interval'} =  
$RT::HomeRefreshInterval;
+                }
+                unless( $session{'tickets_refresh_interval'} ) {
+                    $session{'tickets_refresh_interval'} =  
$RT::TicketsRefreshInterval;
+                }
              }
              else {

@@ -273,6 +280,13 @@
              $m->abort;
          }
          $session{'CurrentUser'} = $user_obj;
+        unless( $session{'home_refresh_interval'} ) {
+            $session{'home_refresh_interval'} =  
$RT::HomeRefreshInterval;
+        }
+        unless( $session{'tickets_refresh_interval'} ) {
+            $session{'tickets_refresh_interval'} =  
$RT::TicketsRefreshInterval;
+        }
+
          $RT::Logger->info(
              "Successful login for $user from $ENV{'REMOTE_ADDR'}");
          $m->callback( %ARGS, CallbackName => 'SuccessfulLogin' );




-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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From kmcdermo at purdue.edu  Thu Feb 12 14:51:05 2009
From: kmcdermo at purdue.edu (Keith A McDermott)
Date: Thu, 12 Feb 2009 14:51:05 -0500
Subject: [rt-users] Convert Bugzilla to RT3
In-Reply-To: <49369629.5000106@purdue.edu>
References: <49369629.5000106@purdue.edu>
Message-ID: <49947DA9.3080002@purdue.edu>

Trying to bring this back since the list is a bit more active than the 
last time i asked...  :-)

Anyone have success importing bugzilla data into RT 3.8.x?  I have a 
script from the archives, but it's from a good three years ago and the 
original creator's company has been bought out by Sun.

Thanks

Keith McDermott
Desktop Support Specialist - PCN
Physics Department, Purdue University

Web:    http://www.physics.purdue.edu/pcn
E-mail: kmcdermo at purdue.edu
Phone:  (765)496-2202
Address:525 Northwestern Avenue
        West Lafayette, IN 47907

Check out our new documentation at:
http://www.physics.purdue.edu/PCN/doc/wiki



Keith A McDermott wrote:
> I saw the post liked below on the list from a few years ago but was 
> wondering if this was still relevant for newer (3.8.1) builds of RT.  I 
> didn't want to go and mess up my database unless someone has used it or 
> knows of something else that may work better.
>
> http://www.gossamer-threads.com/lists/rt/users/53073
>
> I've got a bugzilla install that served as a ticketing system for the 
> last 5+ years and we're moving to Request Tracker now.
>
> Thanks,
> Keith
>
>   


From jrhett at netconsonance.com  Thu Feb 12 15:11:55 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 12 Feb 2009 12:11:55 -0800
Subject: [rt-users] change updates from unprivileged user to a different
	transaction type?
In-Reply-To: <1234460097.7536.19.camel@pcx4546.desy.de>
References: 
	<1234460097.7536.19.camel@pcx4546.desy.de>
Message-ID: 

Jesse, how would you feel about having an action which indicates an  
update not by a privileged user?

Ie, "Correspond" and Comments would be from privileged.
"Update" or "Response" (or any other name you like) would be an update  
from an unprivileged user.

This kind of change would make it easy to build Scrip actions around  
handling responses better.  Would you be interested in this?

On Feb 12, 2009, at 9:34 AM, Sven Sternberger wrote:
> On Mi, 2009-02-11 at 14:17 -0800, Jo Rhett wrote:
>> Okay, this is so obvious of a requirement in a ticket system that  
>> I've
>> been spinning in circles assuming I'm overlooking something.   
>> However,
>> I haven't found it, so could someone please clue me in how to do  
>> this?
> I have exactly the same problem (which don't help you). I also
> tried the stalled method, but in "production" it's not a good
> solution. I thought about a search like "give me all tickets where  
> last
> transaction is not from owner or system" but I failed to put this in
> TicketSql, maybe somebody on the listy has an idea.
>
> or maybe configure a customfield (lastUpdateBy: owner,other), and then
> write a scrip which alter the customfield on every correspond,  
> depending
> if the sender is equal the owner or not.
> Afterward you can define a simple search where lastUpdatedBy="other"
> I think I will try this the next days
>
> reagrds!
>
> sven
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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From falcone at bestpractical.com  Thu Feb 12 15:12:51 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 12 Feb 2009 15:12:51 -0500
Subject: [rt-users] global default auto-refresh patch for 3.8.2
In-Reply-To: 
References: 
Message-ID: 


On Feb 12, 2009, at 2:43 PM, Jo Rhett wrote:

> This patch is adapted from something Ian posted for 3.6.4 adapted  
> for 3.8.2.  Jesse, please consider adopting this for the mainline as  
> it is a popular question and this patch allows the person to  
> override the default.

Since 3.8 added user level preferences, this really looks like  
something which is
better handled as a user preference.   RT::Config has docs about  
adding items
to %META and marking them as user overridable.  It would also want some
changes and docs for RT_Config.pm because you could set a global default
(default would be 0)

-kevin

>
> --- html/autohandler_orig    2009-02-12 11:31:49.000000000 -0800
> +++ html/autohandler 2009-02-12 11:42:02.000000000 -0800
> @@ -208,6 +208,13 @@
>                          if defined $new_user_info->{$attribute};
>                  }
>                  $session{'CurrentUser'}->Load($user);
> +
> +                unless( $session{'home_refresh_interval'} ) {
> +                    $session{'home_refresh_interval'} =  
> $RT::HomeRefreshInterval;
> +                }
> +                unless( $session{'tickets_refresh_interval'} ) {
> +                    $session{'tickets_refresh_interval'} =  
> $RT::TicketsRefreshInterval;
> +                }
>              }
>              else {
>
> @@ -273,6 +280,13 @@
>              $m->abort;
>          }
>          $session{'CurrentUser'} = $user_obj;
> +        unless( $session{'home_refresh_interval'} ) {
> +            $session{'home_refresh_interval'} =  
> $RT::HomeRefreshInterval;
> +        }
> +        unless( $session{'tickets_refresh_interval'} ) {
> +            $session{'tickets_refresh_interval'} =  
> $RT::TicketsRefreshInterval;
> +        }
> +
>          $RT::Logger->info(
>              "Successful login for $user from $ENV{'REMOTE_ADDR'}");
>          $m->callback( %ARGS, CallbackName => 'SuccessfulLogin' );
>
>
>
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From pboguszewski at library.wisc.edu  Thu Feb 12 15:14:30 2009
From: pboguszewski at library.wisc.edu (Peter Boguszewski)
Date: Thu, 12 Feb 2009 14:14:30 -0600
Subject: [rt-users] Asset shredder not working in 3.8.x
Message-ID: <49948326.2070000@library.wisc.edu>

I posted twice to the code.google.com site but thought this would be a 
better forum to see if anyone is having the same issues that I am.

Background: we have been using RT and AT for a couple of years now and 
the shredder for tickets and assets worked until the update to 3.8.x.  I 
am currently at version 3.8.2.  Here are my two posts to the google code 
site:

I am running into issues adding the asset shredder plugin when running 
RT 3.8.1 with
AT 1.2.3.  I get errors just going to the Shredder page once I add the 
plugin files:

Error during compilation of
/opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin: Can't 
locate object
method "Type" via package "RT::Shredder::Plugin::Assets" at
/opt/rt3/bin/../lib/RT/Shredder/Plugin.pm line 141. Stack:
[/opt/rt3/bin/../lib/RT/Shredder/Plugin.pm:141]
[/opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin:72]
[/usr/share/perl5/HTML/Mason/Interp.pm:811]
[/usr/share/perl5/HTML/Mason/Interp.pm:441]
[/usr/share/perl5/HTML/Mason/Request.pm:1093]
[/usr/share/perl5/HTML/Mason/Request.pm:1026]
[/usr/share/perl5/HTML/Mason/Request.pm:1204]
[/opt/rt3/share/html/Admin/Tools/Shredder/index.html:65]
[/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59]
[/opt/rt3/share/html/Admin/autohandler:49] 
[/opt/rt3/share/html/autohandler:308]
AND

We just updated to RT 3.8.2 and tried this again.  I think I now know 
more relevant
information.  We do not use the normal built in Asset types.  We have 
modified them
to be specific to our Dell computers and have actually removed the built 
in types. Could this be our issue?  Could someone point me in the right 
direction to fix this?
I am a sys admin and have some coding knowledge (but definitely not a 
perl expert).
Thanks so much for any information!

Pete


Thanks for any help or direction,

Pete

-- 
_____________________________________
Peter Boguszewski
Library Systems Administrator
UW Madison - Library Technology Group
pboguszewski at library.wisc.edu
608.262.4768
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From jrhett at netconsonance.com  Thu Feb 12 15:19:34 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 12 Feb 2009 12:19:34 -0800
Subject: [rt-users] global default auto-refresh patch for 3.8.2
In-Reply-To: 
References: 
	
Message-ID: 

> On Feb 12, 2009, at 2:43 PM, Jo Rhett wrote:
>> This patch is adapted from something Ian posted for 3.6.4 adapted
>> for 3.8.2.  Jesse, please consider adopting this for the mainline as
>> it is a popular question and this patch allows the person to
>> override the default.

On Feb 12, 2009, at 12:12 PM, Kevin Falcone wrote:
> Since 3.8 added user level preferences, this really looks like
> something which is
> better handled as a user preference.   RT::Config has docs about
> adding items
> to %META and marking them as user overridable.  It would also want  
> some
> changes and docs for RT_Config.pm because you could set a global  
> default
> (default would be 0)

Are you saying that you guys will implement it that way for a later  
version? Or is this a request for a patch to implement these things?

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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From todd at chaka.net  Thu Feb 12 15:18:08 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 12 Feb 2009 15:18:08 -0500
Subject: [rt-users] Asset shredder not working in 3.8.x
In-Reply-To: <49948326.2070000@library.wisc.edu>
References: <49948326.2070000@library.wisc.edu>
Message-ID: <519782dc0902121218x3d8c20a0r296c200650124545@mail.gmail.com>

Peter,

I'm guessing the design of shredder has changed between it's days as an RT
3.4 extension and it's current status as a feature of RT 3.8. The asset
shredder hasn't been upgraded to handle any changes. Patches are welcome.

-Todd

On Thu, Feb 12, 2009 at 3:14 PM, Peter Boguszewski <
pboguszewski at library.wisc.edu> wrote:

>  I posted twice to the code.google.com site but thought this would be a
> better forum to see if anyone is having the same issues that I am.
>
> Background: we have been using RT and AT for a couple of years now and the
> shredder for tickets and assets worked until the update to 3.8.x.  I am
> currently at version 3.8.2.  Here are my two posts to the google code site:
>
> I am running into issues adding the asset shredder plugin when running RT
> 3.8.1 with
> AT 1.2.3.  I get errors just going to the Shredder page once I add the
> plugin files:
>
> Error during compilation of
> /opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin: Can't
> locate object
> method "Type" via package "RT::Shredder::Plugin::Assets" at
> */opt/rt3/bin/*../lib/RT/Shredder/Plugin.pm line 141. Stack:
> [*/opt/rt3/bin/*../lib/RT/Shredder/Plugin.pm:141]
> [/opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin:72]
> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
> [/usr/share/perl5/HTML/Mason/Request.pm:1093]
> [/usr/share/perl5/HTML/Mason/Request.pm:1026]
> [/usr/share/perl5/HTML/Mason/Request.pm:1204]
> [/opt/rt3/share/html/Admin/Tools/Shredder/index.html:65]
> [/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59]
> [/opt/rt3/share/html/Admin/autohandler:49]
> [/opt/rt3/share/html/autohandler:308]
> AND
>
> We just updated to RT 3.8.2 and tried this again.  I think I now know more
> relevant
> information.  We do not use the normal built in Asset types.  We have
> modified them
> to be specific to our Dell computers and have actually removed the built in
> types. Could this be our issue?  Could someone point me in the right
> direction to fix this?
> I am a sys admin and have some coding knowledge (but definitely not a perl
> expert).
> Thanks so much for any information!
>
> Pete
>
>
> Thanks for any help or direction,
>
> Pete
>
> --
> _____________________________________
> Peter Boguszewski
> Library Systems Administrator
> UW Madison - Library Technology Group
> pboguszewski at library.wisc.edu
> 608.262.4768
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From falcone at bestpractical.com  Thu Feb 12 15:27:55 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 12 Feb 2009 15:27:55 -0500
Subject: [rt-users] global default auto-refresh patch for 3.8.2
In-Reply-To: 
References: 
	
	
Message-ID: <0AC880A8-A48B-4611-BA90-6E6BAE822DB0@bestpractical.com>


On Feb 12, 2009, at 3:19 PM, Jo Rhett wrote:

>> On Feb 12, 2009, at 2:43 PM, Jo Rhett wrote:
>>> This patch is adapted from something Ian posted for 3.6.4 adapted
>>> for 3.8.2.  Jesse, please consider adopting this for the mainline as
>>> it is a popular question and this patch allows the person to
>>> override the default.
>
> On Feb 12, 2009, at 12:12 PM, Kevin Falcone wrote:
>> Since 3.8 added user level preferences, this really looks like
>> something which is
>> better handled as a user preference.   RT::Config has docs about
>> adding items
>> to %META and marking them as user overridable.  It would also want  
>> some
>> changes and docs for RT_Config.pm because you could set a global  
>> default
>> (default would be 0)
>
> Are you saying that you guys will implement it that way for a later  
> version? Or is this a request for a patch to implement these things?
>

That was a suggestion of how to make the patch better and more  
compatible with 3.8

I wouldn't apply any patch that adds two new Config variables without  
documenting
them and adding defaults to the shipped config file.

-kevin


From gbrown2 at hallmark.com  Thu Feb 12 15:51:41 2009
From: gbrown2 at hallmark.com (Gary Lon Brown)
Date: Thu, 12 Feb 2009 14:51:41 -0600
Subject: [rt-users] displaying query builder screen taking forever
In-Reply-To: <00c901c97107$1b4f9580$51eec080$@com>
Message-ID: 



We've been on RT 3.8.0 now since Nov. 2008. In the last couple of weeks,
whenever you try and go to the query builder screen, it causes mysqld to
take 100% of the cpu for several minutes before displaying the query
builder screen.

Any idea what could cause that all of a sudden? Some suspect entries in the
http logs when this happens include:

[11/Feb/2009:10:04:15 -0600] 162.94.28.110 SSLv3 RC4-MD5
"GET /RTFM/Article/Search.html?HideOptions=1&Summary%7E=blocking+lock
HTTP/1.1" 6210
[11/Feb/2009:12:22:54 -0600] 162.94.28.110 TLSv1 DHE-RSA-AES256-SHA
"GET /RTFM/Article/Search.html?HideOptions=1&Summary%7E=blocking HTTP/1.1"
6205

Why would just trying to display this screen cause anything of significance
to run against the database? We are on MySQL version 5.0.45.

Gary
______________________________
Gary Lon Brown
Internet Support Team Lead
Hallmark Cards, Inc.
2501 McGee, 5C-L04-4, MD#100
Kansas City, MO 64108
Desk: 816-545-2853 * Cell: 816-718-8804
E-Mail: gbrown2 at hallmark.com * Yahoo IM: gbrown2hm
Text msg: 8167188804 at cingularme.com
http://www.hallmark.com

This message, including any attachments, is for the designated recipient
only and/or Hallmark Cards, Inc. employees.  It may contain privileged,
proprietary, or otherwise private information.  If you have received it in
error, please notify the sender immediately and delete the original.  Any
other use of the e-mail, disclosure of the information, or distribution by
you is prohibited.



From jpierce at cambridgeenergyalliance.org  Thu Feb 12 16:02:07 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 12 Feb 2009 16:02:07 -0500
Subject: [rt-users] GIS Software
Message-ID: 

Options:

Free software: It looks like the free software I had in mind will
work. It's less sophisticated though,
and we may eventually run up against some limitations. Few people are
likely to be initially familiar
with it either, but that may or may not be a problem.

ESRI pay: $1,500 per licenses, although it might be a good idea to get
a slightly more advanced
(and expensive version) for at least one if two seats are purchased.

ESRI grant: $100 (or $200, it's a little vague) for the more advanced product.
http://www.esri.com/grant/index.html I have a request about whether
they'll accept state non-profit
status since the IRS has yet to process our applicaiton.

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


From Matt.Brown at pearson.com  Thu Feb 12 15:52:21 2009
From: Matt.Brown at pearson.com (Brown, Matt A.)
Date: Thu, 12 Feb 2009 14:52:21 -0600
Subject: [rt-users] Make non-custom field mandatory
Message-ID: <9CDE61D514C5824C806B8C182F71024B01867320@iowacsrve3mx02.NCSP.PEROOT.COM>

Long time lurker, first time poster.

Does anyone know if there's a way to make the standard "Worked" field on
a ticket update a Mandatory field?  People are forgetting to enter their
time worked on certain projects, and it's making our project billing
process inaccurate.  I know this can be done with Custom Fields, but I
don't see anywhere in the Configuration section to make this field
mandatory for a particular queue.

Or is this only possible using Custom Templates and Custom Fields?

Thanks!

Matt


From jpierce at cambridgeenergyalliance.org  Thu Feb 12 16:50:29 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 12 Feb 2009 16:50:29 -0500
Subject: [rt-users] GIS Software
In-Reply-To: 
References: 
Message-ID: 

Apologies, somehow google apps mixed up the recipients of the multiple
drafts I was composing.

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


From jpierce at cambridgeenergyalliance.org  Thu Feb 12 16:55:30 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 12 Feb 2009 16:55:30 -0500
Subject: [rt-users] Make non-custom field mandatory
In-Reply-To: <9CDE61D514C5824C806B8C182F71024B01867320@iowacsrve3mx02.NCSP.PEROOT.COM>
References: <9CDE61D514C5824C806B8C182F71024B01867320@iowacsrve3mx02.NCSP.PEROOT.COM>
Message-ID: 

On Thu, Feb 12, 2009 at 15:52, Brown, Matt A.  wrote:
> Does anyone know if there's a way to make the standard "Worked" field on
> a ticket update a Mandatory field?  People are forgetting to enter their
> time worked on certain projects, and it's making our project billing
> process inaccurate.  I know this can be done with Custom Fields, but I
> don't see anywhere in the Configuration section to make this field
> mandatory for a particular queue.

I would look at modifying the table to make that column NOT NULL.
The question, then, is how elegantly RT will handle failed updates,
and whether you need to customize the interface to accommodate this.

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


From ranatanveer at gmail.com  Thu Feb 12 17:33:00 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Fri, 13 Feb 2009 03:33:00 +0500
Subject: [rt-users] Query to get watchers of Qs.
In-Reply-To: <2282948c0902121105id79f2a9i6ec84d9a1cce22b1@mail.gmail.com>
References: <2282948c0902071612h4976406epd873aab598e8ef98@mail.gmail.com>
	
	<2282948c0902121105id79f2a9i6ec84d9a1cce22b1@mail.gmail.com>
Message-ID: <2282948c0902121433ya28a234k3733a4e112f5fdfb@mail.gmail.com>

Hi All again

I have write Below Query, and is working for me, posting here for community
review and sugessions.

SELECT DISTINCT
Queues.id AS Q_ID,
Groups.id AS R_Gr_ID,
Groups.Type As Gr_Type,
CachedGroupMembers.MemberId AS RoleMember_id,
Principals.PrincipalType AS PrincipalType,
Users.Name AS UserShortID
FROM
Queues,
Groups,
CachedGroupMembers,
Principals,
Users
WHERE
Queues.id = 5 AND    Groups.Domain = 'RT::Queue-Role' AND
Groups.Instance = Queues.id AND
CachedGroupMembers.GroupId = Groups.id AND
Principals.id = CachedGroupMembers.MemberId AND
Principals.Disabled = 0 AND
Principals.PrincipalType = 'user' AND
Users.id = Principals.id;

On Fri, Feb 13, 2009 at 12:05 AM, Rana Tanveer wrote:

> Hi Torsten BrummThanks for your resopnse. but i need simple SQL query to
> get watchers from RT Database.
>
> my requirement is specific, because i am also creating monitoring script
> for my RT Service.
>
> Again i want to mention, i am using RT 3.8.1. could anyone have this query.
>
> I read the stuff on wiki but no clue, below is only for Ticket Watchers.
> http://wiki.bestpractical.com/view/GetWatcherInfoByTicket
>
> My Requirement = i want simple query to get current watchers of all the
> enable Queues.
>
> Thanks and Regards.
>
> Rana Tanveer
>
>
> On Mon, Feb 9, 2009 at 5:00 PM, Torsten Brumm <
> torsten.brumm at googlemail.com> wrote:
>
>> Hi Rana,
>>
>> try this out:
>> http://search.cpan.org/~elacour/RT-Extension-WatchedQueues-0.03/lib/RT/Extension/WatchedQueues.pm
>>
>> I think it is what you are looking for.
>>
>> Torsten
>>
>> 2009/2/8 Rana Tanveer 
>>
>>> Hi Everyone
>>>
>>> I am using RT 3.8.1 on Fedora 10.
>>>
>>> I need one query from you, i want to get watchers of Queues from RT
>>> database to display at my site for management review.
>>> can anyone help me out in this query ?
>>>
>>>
>>> --
>>> ---------------------------------------------
>>>          Rana Tanveer
>>>         +923224194457
>>> http://www.sysadminsline.com
>>> ---------------------------------------------
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>>
>> --
>> MFG
>>
>> Torsten Brumm
>>
>> http://www.torsten-brumm.de
>>
>
>
>
>


-- 
---------------------------------------------
         Rana Tanveer
        +923224194457
http://www.sysadminsline.com
---------------------------------------------
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From b.maciejewski at agriplus.pl  Fri Feb 13 03:51:29 2009
From: b.maciejewski at agriplus.pl (Bartosz Maciejewski)
Date: Fri, 13 Feb 2009 09:51:29 +0100
Subject: [rt-users] RT 3.8.1nb1 on NetBSD 4.0 problem with Out of memory!
 and FastCGI: incomplete headers (0 bytes) received from server
Message-ID: <49953491.9040105@agriplus.pl>

Hi there list!

This is my first post, and I'm newbie with RT so excuse any trivial 
question. I have searched many sites and threads but cannot find 
solution for my problem so I'm writing it here.

First of all - configuration:

OS: NetBSD 4.0
CPUs: 2x "Intel(R) Xeon(TM) CPU 3.00GHz"
RAM: 2 GB

Soft:

ap2-fastcgi-2.4.6   New, improved CGI-like interface module for Apache

p5-FCGI-0.67nb3     Perl5 library for FastCGI, a fast startup 
alternative to CGI

rt-3.8.1nb1  - Industrial-grade ticketing system

fcgi-2.4.0nb1       FastCGI application development kit

apache-2.0.63nb4    Apache HTTP (Web) server, version 2

mysql-server-5.0.67nb1 MySQL 5, a free SQL database (server)

Lots of perl modules which I belive are completly list of what RT need, 
becouse installed RT from pkgsrc.

Now, after compiling and setup VirtualHost on Apache:

# Tell FastCGI to put its temporary files somewhere sane.
FastCgiIpcDir /tmp

FastCgiServer /usr/pkg/bin/mason_handler.fcgi -idle-timeout 360 
-processes 10


    ServerName 10.1.0.5

    # Pass through requests to display images
    Alias /NoAuth/images/ /usr/pkg/share/rt3/html/NoAuth/images/

    AddHandler fastcgi-script .fcgi
    ScriptAlias / /usr/pkg/bin/mason_handler.fcgi/


I have propper login screen, I can login, but randomly when I click 
something get error 500 from apache. The logs show something like this:


*** /var/log/httpd//error_log ***
Out of memory!
[Fri Feb 13 09:25:25 2009] [error] [client 10.1.0.85] FastCGI: 
incomplete headers (0 bytes) received from server 
"/usr/pkg/bin/mason_handler.fcgi"
[Fri Feb 13 09:25:25 2009] [warn] FastCGI: server 
"/usr/pkg/bin/mason_handler.fcgi" (pid 1446) terminated by calling exit 
with status '1'
[Fri Feb 13 09:25:25 2009] [warn] FastCGI: server 
"/usr/pkg/bin/mason_handler.fcgi" restarted (pid 21200)

*** /var/log/httpd//access_log ***
10.1.0.85 - - [13/Feb/2009:09:25:25 +0100] "GET / HTTP/1.1" 500 699

This error remains, as long as I restart Firefox or any other browser. 
Then after going to http://10.1.0.5 got normal login page. And logs shows:


*** /var/log/httpd//access_log ***
10.1.0.85 - - [13/Feb/2009:09:26:48 +0100] "GET / HTTP/1.1" 200 5074
10.1.0.85 - - [13/Feb/2009:09:26:56 +0100] "POST /index.html HTTP/1.1" 
200 16810

*** /var/log/httpd//error_log ***
[Fri Feb 13 09:26:56 2009] [error] [client 10.1.0.85] FastCGI: server 
"/usr/pkg/bin/mason_handler.fcgi" stderr: [Fri Feb 13 08:26:56 2009] 
[info]: Successful login for root from 10.1.0.85 
(/usr/pkg/share/rt3/html/autohandler:273), referer: http://10.1.0.5/

*** /var/log//messages ***
Feb 13 09:26:56 snort RT: Successful login for root from 10.1.0.85 
(/usr/pkg/share/rt3/html/autohandler:273)

So far, so good. But once again, when i chose some options on random 
time got this error from begin of the post. 100% to recreate error is 
when i chose "Take" for the ticket.

Logs:

*** /var/log/httpd//error_log ***
[Fri Feb 13 09:29:34 2009] [error] [client 10.1.0.85] FastCGI: server 
"/usr/pkg/bin/mason_handler.fcgi" stderr: [Fri Feb 13 08:29:34 2009] 
[info]:  #3/68 - Scrip 2 
On Owner Change Notify Owner 
(/usr/pkg/lib/rt3/RT/Action/SendEmail.pm:302), referer: 
http://10.1.0.5/index.html
[Fri Feb 13 09:29:34 2009] [error] [client 10.1.0.85] FastCGI: server 
"/usr/pkg/bin/mason_handler.fcgi" stderr: [Fri Feb 13 08:29:34 2009] 
[info]:  No recipients 
found. Not sending. (/usr/pkg/lib/rt3/RT/Interface/Email.pm:338), 
referer: http://10.1.0.5/index.html
Out of memory!
[Fri Feb 13 09:29:34 2009] [error] [client 10.1.0.85] FastCGI: 
incomplete headers (0 bytes) received from server 
"/usr/pkg/bin/mason_handler.fcgi", referer: http://10.1.0.5/index.html
[Fri Feb 13 09:29:34 2009] [warn] FastCGI: server 
"/usr/pkg/bin/mason_handler.fcgi" (pid 26744) terminated by calling exit 
with status '1'
[Fri Feb 13 09:29:34 2009] [warn] FastCGI: server 
"/usr/pkg/bin/mason_handler.fcgi" restarted (pid 29552)

*** /var/log//messages ***
Feb 13 09:29:34 snort RT: 
 #3/68 - Scrip 2 On 
Owner Change Notify Owner (/usr/pkg/lib/rt3/RT/Action/SendEmail.pm:302)
Feb 13 09:29:34 snort RT: 
 No recipients found. 
Not sending. (/usr/pkg/lib/rt3/RT/Interface/Email.pm:338)

*** /var/log/httpd//access_log ***
10.1.0.85 - - [13/Feb/2009:09:29:34 +0100] "GET 
/Ticket/Display.html?Action=Take&id=3 HTTP/1.1" 302 -
10.1.0.85 - - [13/Feb/2009:09:29:34 +0100] "GET 
/Ticket/Display.html?id=3&results=8dabe01c05d7625caabbba62e464ae74 
HTTP/1.1" 500 699
10.1.0.85 - - [13/Feb/2009:09:29:37 +0100] "GET /favicon.ico HTTP/1.1" 
500 699

*** /var/log/httpd//error_log ***
Out of memory!
[Fri Feb 13 09:29:37 2009] [error] [client 10.1.0.85] FastCGI: 
incomplete headers (0 bytes) received from server 
"/usr/pkg/bin/mason_handler.fcgi"
[Fri Feb 13 09:29:37 2009] [warn] FastCGI: server 
"/usr/pkg/bin/mason_handler.fcgi" (pid 5723) terminated by calling exit 
with status '1'
[Fri Feb 13 09:29:39 2009] [warn] FastCGI: server 
"/usr/pkg/bin/mason_handler.fcgi" restarted (pid 9692)

Yes, I know, there maybe some misconfiguration about sending mail, but 
should RT just inform me about this instead of error 500? Anyway, 
sometimes when I click for example Configuration (which is not sending 
mail) got the same Out Of Memory! and incomplete headers error.

What may be interesting also, but don't know if this is corressponding, 
after restarting browser I have that ticket assigned to me. Then when I 
editing it (seneding comments, closing etc.) it immediatelly log me off. 
After login, changes I made are comitted (for example closing ticket).

Clearing Mason cache also don't help:
rm -Rf /var/spool/rt3/mason_data/obj


Thank anybody for time to help me :)


-- 
Bartosz Maciejewski



From alexyoung at scoutsolutions.co.uk  Fri Feb 13 05:46:26 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Fri, 13 Feb 2009 10:46:26 -0000
Subject: [rt-users] Approvals in 3.8.2
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64D5F9F0@s-wor-e-001.SCOUTSOFFICE.local>

I had the approval system working in 3.8.1, but for some reason it no
longer works in 3.8.2 as expected.

 

If a new ticket is created in our approval queue "Management Approvals"
it sends out a normal ticket email, not the approval email.

 

In the "Management Approvals" queue there is a scrip:

When an approval ticket is created, notify the Owner and AdminCc of the
item awaiting their approval
              $self->TicketObj->Type eq 'approval'   and

              $self->TransactionObj->Field eq 'Status'         and

              $self->TransactionObj->NewValue eq 'open'   and

              eval { $T::Approving = ($self->TicketObj->AllDependedOnBy(
Type => 'ticket' ))[0] }

 

I had a look at the ___Approvals queue to see if it had changed, to find
no Scrips at all. There were some updated templates, which I copied over
to "Management Approvals".

 

I know a small change was listed in the change log for 3.8.2; has this
impacted my system?

 

Anyone have a clue why the approvals don't work as expected? I don't
think they are being marked as an Approval either, as they just show up
as a normal ticket and not in the Approvals page.

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From jalexson at jajxn.net  Fri Feb 13 07:02:01 2009
From: jalexson at jajxn.net (John Alexson)
Date: Fri, 13 Feb 2009 06:02:01 -0600
Subject: [rt-users] Approvals in 3.8.2
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64D5F9F0@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64D5F9F0@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <1234526521.10967.50.camel@kayden.jajxn.net>

On Fri, 2009-02-13 at 10:46 +0000, Alex Young wrote:
> I had the approval system working in 3.8.1, but for some reason it no
> longer works in 3.8.2 as expected.
> 
>  
> 
> If a new ticket is created in our approval queue ?Management
> Approvals? it sends out a normal ticket email, not the approval email.
> 
>  

I was a bit confused by the revamped approvals in 3.8.2 as well --
especially the lack of scrips for the ___Approvals queue.  It seems
these actions are now hardcoded into the system -- at least for the
default actions (I'm sure somebody can elaborate more and far better
than me on this)

Here's how I got mine to work:

- Enable the ___Approvals queue
- In your templates for your approval queues, ensure that you have
"Queue: ___Approvals" specified. 
- Once the approval ticket got created in ___Approvals, everything
started falling into place.

Most of the examples I had seen show using a custom queue here, but that
didn't seem to be necessary with 3.8.2.

You probably understand this stuff already, but for benefit of other
confused semi-newbs like myself:

I suppose my biggest stumbling block to figuring this out was my lack of
understanding of same of the basic concepts of the Approvals system in
general. The biggest one being that for every approval, there's actually
TWO tickets:  The first being the normal ticket itself you want
approved. This is the one that gets created or moved into your
"Management Approvals" queue.  The second is a semi-hidden specialized
ticket that gets put in the __Approvals queue (or possibly a queue you
created prior to 3.8.2).  This is the ticket you see when clicking on
the Approvals link and has the Approve, Deny, Notes, etc. fields.

Like most things, this seems obvious once you know it, but piecing it
together in the beginning can be a little tricky and frustrating. :-)   

Good luck!

John Alexson

> 
> In the ?Management Approvals? queue there is a scrip:
> 
> When an approval ticket is created, notify the Owner and AdminCc of
> the item awaiting their approval
>               $self->TicketObj->Type eq 'approval'   and
> 
>               $self->TransactionObj->Field eq 'Status'         and
> 
>               $self->TransactionObj->NewValue eq 'open'   and
> 
>               eval { $T::Approving =
> ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))[0] }
> 
>  
> 
> I had a look at the ___Approvals queue to see if it had changed, to
> find no Scrips at all. There were some updated templates, which I
> copied over to ?Management Approvals?.
> 
>  
> 
> I know a small change was listed in the change log for 3.8.2; has this
> impacted my system?
> 
>  
> 
> Anyone have a clue why the approvals don?t work as expected? I don?t
> think they are being marked as an Approval either, as they just show
> up as a normal ticket and not in the Approvals page.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From alexyoung at scoutsolutions.co.uk  Fri Feb 13 08:28:51 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Fri, 13 Feb 2009 13:28:51 -0000
Subject: [rt-users] Approvals in 3.8.2
In-Reply-To: <1234526521.10967.50.camel@kayden.jajxn.net>
References: <3CE7D8D453B27148BBCA0B2063B11E64D5F9F0@s-wor-e-001.SCOUTSOFFICE.local>
	<1234526521.10967.50.camel@kayden.jajxn.net>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64D5FA3D@s-wor-e-001.SCOUTSOFFICE.local>

Thanks for the info.

The way I had hoped to use it was having a "Approval" button on the ticket screen, and when pressed it would send all the info to the create new ticket/depends on screen with "Management Approvals" This bit works. I thought I would need separate approval queues for different groups of people.

So if I add Queue: ___Approvals to every template in the Management approvals queue, it should work correctly? They are just copies of the ones from the ___Approvals queue.

So should I remove the scrips from the Management Approvals queue?

Thanks,
Alex



-----Original Message-----
From: John Alexson [mailto:jalexson at jajxn.net] 
Sent: 13 February 2009 12:02
To: Alex Young
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Approvals in 3.8.2

On Fri, 2009-02-13 at 10:46 +0000, Alex Young wrote:
> I had the approval system working in 3.8.1, but for some reason it no
> longer works in 3.8.2 as expected.
> 
>  
> 
> If a new ticket is created in our approval queue ?Management
> Approvals? it sends out a normal ticket email, not the approval email.
> 
>  

I was a bit confused by the revamped approvals in 3.8.2 as well --
especially the lack of scrips for the ___Approvals queue.  It seems
these actions are now hardcoded into the system -- at least for the
default actions (I'm sure somebody can elaborate more and far better
than me on this)

Here's how I got mine to work:

- Enable the ___Approvals queue
- In your templates for your approval queues, ensure that you have
"Queue: ___Approvals" specified. 
- Once the approval ticket got created in ___Approvals, everything
started falling into place.

Most of the examples I had seen show using a custom queue here, but that
didn't seem to be necessary with 3.8.2.

You probably understand this stuff already, but for benefit of other
confused semi-newbs like myself:

I suppose my biggest stumbling block to figuring this out was my lack of
understanding of same of the basic concepts of the Approvals system in
general. The biggest one being that for every approval, there's actually
TWO tickets:  The first being the normal ticket itself you want
approved. This is the one that gets created or moved into your
"Management Approvals" queue.  The second is a semi-hidden specialized
ticket that gets put in the __Approvals queue (or possibly a queue you
created prior to 3.8.2).  This is the ticket you see when clicking on
the Approvals link and has the Approve, Deny, Notes, etc. fields.

Like most things, this seems obvious once you know it, but piecing it
together in the beginning can be a little tricky and frustrating. :-)   

Good luck!

John Alexson

> 
> In the ?Management Approvals? queue there is a scrip:
> 
> When an approval ticket is created, notify the Owner and AdminCc of
> the item awaiting their approval
>               $self->TicketObj->Type eq 'approval'   and
> 
>               $self->TransactionObj->Field eq 'Status'         and
> 
>               $self->TransactionObj->NewValue eq 'open'   and
> 
>               eval { $T::Approving =
> ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))[0] }
> 
>  
> 
> I had a look at the ___Approvals queue to see if it had changed, to
> find no Scrips at all. There were some updated templates, which I
> copied over to ?Management Approvals?.
> 
>  
> 
> I know a small change was listed in the change log for 3.8.2; has this
> impacted my system?
> 
>  
> 
> Anyone have a clue why the approvals don?t work as expected? I don?t
> think they are being marked as an Approval either, as they just show
> up as a normal ticket and not in the Approvals page.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jesse at bestpractical.com  Thu Feb 12 17:02:24 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Feb 2009 17:02:24 -0500
Subject: [rt-users] change updates from unprivileged user to a
	different	transaction type?
In-Reply-To: 
References: 
	<1234460097.7536.19.camel@pcx4546.desy.de>
	
Message-ID: <20090212220224.GC13543@17h.local>




On Thu 12.Feb'09 at 12:11:55 -0800, Jo Rhett wrote:
>    Jesse, how would you feel about having an action which indicates an update
>    not by a privileged user?
>    Ie, "Correspond" and Comments would be from privileged.
>    "Update" or "Response" (or any other name you like) would be an update
>    from an unprivileged user.
>    This kind of change would make it easy to build Scrip actions around
>    handling responses better.  Would you be interested in this?

We already have something for you, I think.

RT::Transaction->IsInbounda

=head2 IsInbound

Returns true if the creator of the transaction is a requestor of the
ticket.
Returns false otherwise

=cut

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From jalexson at jajxn.net  Fri Feb 13 09:24:17 2009
From: jalexson at jajxn.net (J Alexson)
Date: Fri, 13 Feb 2009 08:24:17 -0600
Subject: [rt-users] Approvals in 3.8.2
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64D5FA3D@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64D5F9F0@s-wor-e-001.SCOUTSOFFICE.local>
	<1234526521.10967.50.camel@kayden.jajxn.net>
	<3CE7D8D453B27148BBCA0B2063B11E64D5FA3D@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <1234535057.2966.11.camel@sweetrose.janet.local>

On Fri, 2009-02-13 at 13:28 +0000, Alex Young wrote:
> Thanks for the info.
> 
> The way I had hoped to use it was having a "Approval" button on the ticket screen, and when pressed it would send all the info to the create new ticket/depends on screen with "Management Approvals" This bit works. I thought I would need separate approval queues for different groups of people.
> 

My knowledge of the approvals system is admittedly limited, but it
sounds feasible.  Hopefully somebody more knowledgable can comment . . .

> So if I add Queue: ___Approvals to every template in the Management approvals queue, it should work correctly? They are just copies of the ones from the ___Approvals queue.
> 
> So should I remove the scrips from the Management Approvals queue?
> 

To clarify how my system is setup and works (under 3.8.2):

-  I have a queue for every individual who can approve a ticket.
-  Each one of those queues has exactly one template named "Create
Approval".  This template looks almost identical to the examples seen in
the wiki and the RT Essentials book, except the Queue: is always
_Approvals
- Each queue has exactly two scrips:  one that responds to the "On
Create" and the other that responds to the "On Queue Change" events.
(both using the Create Approval template)
- I have no other scrips or templates in the queues
- Other than some cosmetic changes, the templates and scrips in the
___Approvals are pretty much left untouched.
- When a ticket needs to be approved, it can either be created directly
in the approving users' queue, or an existing ticket can be moved there
from the Basics screen.

I'm sure some more complex mods can be setup, such as the one you're
making, but this seems to work pretty well for generic approvals.

Again, hopefully somebody more knowledgable than me can comment on this.

Good luck!

John Alexson

 
> Thanks,
> Alex
> 
> 
> 
> -----Original Message-----
> From: John Alexson [mailto:jalexson at jajxn.net] 
> Sent: 13 February 2009 12:02
> To: Alex Young
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Approvals in 3.8.2
> 
> On Fri, 2009-02-13 at 10:46 +0000, Alex Young wrote:
> > I had the approval system working in 3.8.1, but for some reason it no
> > longer works in 3.8.2 as expected.
> > 
> >  
> > 
> > If a new ticket is created in our approval queue ?Management
> > Approvals? it sends out a normal ticket email, not the approval email.
> > 
> >  
> 
> I was a bit confused by the revamped approvals in 3.8.2 as well --
> especially the lack of scrips for the ___Approvals queue.  It seems
> these actions are now hardcoded into the system -- at least for the
> default actions (I'm sure somebody can elaborate more and far better
> than me on this)
> 
> Here's how I got mine to work:
> 
> - Enable the ___Approvals queue
> - In your templates for your approval queues, ensure that you have
> "Queue: ___Approvals" specified. 
> - Once the approval ticket got created in ___Approvals, everything
> started falling into place.
> 
> Most of the examples I had seen show using a custom queue here, but that
> didn't seem to be necessary with 3.8.2.
> 
> You probably understand this stuff already, but for benefit of other
> confused semi-newbs like myself:
> 
> I suppose my biggest stumbling block to figuring this out was my lack of
> understanding of same of the basic concepts of the Approvals system in
> general. The biggest one being that for every approval, there's actually
> TWO tickets:  The first being the normal ticket itself you want
> approved. This is the one that gets created or moved into your
> "Management Approvals" queue.  The second is a semi-hidden specialized
> ticket that gets put in the __Approvals queue (or possibly a queue you
> created prior to 3.8.2).  This is the ticket you see when clicking on
> the Approvals link and has the Approve, Deny, Notes, etc. fields.
> 
> Like most things, this seems obvious once you know it, but piecing it
> together in the beginning can be a little tricky and frustrating. :-)   
> 
> Good luck!
> 
> John Alexson
> 
> > 
> > In the ?Management Approvals? queue there is a scrip:
> > 
> > When an approval ticket is created, notify the Owner and AdminCc of
> > the item awaiting their approval
> >               $self->TicketObj->Type eq 'approval'   and
> > 
> >               $self->TransactionObj->Field eq 'Status'         and
> > 
> >               $self->TransactionObj->NewValue eq 'open'   and
> > 
> >               eval { $T::Approving =
> > ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))[0] }
> > 
> >  
> > 
> > I had a look at the ___Approvals queue to see if it had changed, to
> > find no Scrips at all. There were some updated templates, which I
> > copied over to ?Management Approvals?.
> > 
> >  
> > 
> > I know a small change was listed in the change log for 3.8.2; has this
> > impacted my system?
> > 
> >  
> > 
> > Anyone have a clue why the approvals don?t work as expected? I don?t
> > think they are being marked as an Approval either, as they just show
> > up as a normal ticket and not in the Approvals page.
> > 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 Richard.Foley at rfi.net  Fri Feb 13 10:03:51 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 13 Feb 2009 16:03:51 +0100
Subject: [rt-users] Approvals status open->resolved
Message-ID: <200902131603.51640.Richard.Foley@rfi.net>

Hi all,

I'm using RT 3.8.2 to set up approvals, and I'd like the approval process to 
set the ticket status to "resolved", instead of "open".  I'm setting the 
status to "pending" inbetween times, and I'd like to get to "resolved" 
without RT ignoring me :-)  To which end I have fudged the code temporarily 
like this:

# /opt/rt3/lib/RT/Approval/Rule/Passed.pm:line 80:

        # $obj->SetStatus( Status => 'open', Force => 1 );
        $obj->SetStatus( Status => 'resolved', Force => 1 );

Only the ticket is still set to "open"!

The target ticket is happily marked as "rejected" or "open", but I'm unable to 
get it to choose "resolved"...  I've also tried this with local/ with no more 
luck - anyone have a better idea, please?

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/


From clkao at bestpractical.com  Fri Feb 13 09:10:38 2009
From: clkao at bestpractical.com (Chia-liang Kao)
Date: Fri, 13 Feb 2009 14:10:38 +0000 (UTC)
Subject: [rt-users] Approvals in 3.8.2
References: <3CE7D8D453B27148BBCA0B2063B11E64D5F9F0@s-wor-e-001.SCOUTSOFFICE.local>
	<1234526521.10967.50.camel@kayden.jajxn.net>
Message-ID: 

John,

John Alexson  jajxn.net> writes:
> I was a bit confused by the revamped approvals in 3.8.2 as well --
> especially the lack of scrips for the ___Approvals queue.  It seems
> these actions are now hardcoded into the system -- at least for the
> default actions (I'm sure somebody can elaborate more and far better
> than me on this)

Yes, the logic for the approval workflow have been migrated to use the RT Rules
system, which avoids maintaining non-trivial code in database column as in
scrips.  If you are using the original approval scrips, everything should be
backward-compatible.

> Here's how I got mine to work:
> 
> - Enable the ___Approvals queue
> - In your templates for your approval queues, ensure that you have
> "Queue: ___Approvals" specified. 
> - Once the approval ticket got created in ___Approvals, everything
> started falling into place.
> 
> Most of the examples I had seen show using a custom queue here, but that
> didn't seem to be necessary with 3.8.2.
> 
> You probably understand this stuff already, but for benefit of other
> confused semi-newbs like myself:
> 
> I suppose my biggest stumbling block to figuring this out was my lack of
> understanding of same of the basic concepts of the Approvals system in
> general. The biggest one being that for every approval, there's actually
> TWO tickets:  The first being the normal ticket itself you want
> approved. This is the one that gets created or moved into your
> "Management Approvals" queue.  The second is a semi-hidden specialized
> ticket that gets put in the __Approvals queue (or possibly a queue you
> created prior to 3.8.2).  This is the ticket you see when clicking on
> the Approvals link and has the Approve, Deny, Notes, etc. fields.

Consider the Queue here being a specific workflow that requires approval, for
example a Purchase Order queue.  the ___Approvals queues and the tickets in it
(which records the states of the approvals) should in fact be hidden.  And you
might have different sets of approval rules for different queues, for example, a
PO queue and a Vacation Request queue.

> Like most things, this seems obvious once you know it, but piecing it
> together in the beginning can be a little tricky and frustrating.    

We are in the process of releasing a RT extension called WorkflowBuilder, which
should make the use of the approval system of fewer hassles.  Most notably you
can define multi-stage approvals without writing the template for the
CreateTickets action, and without modifying the scrips yourself.

Cheers,
CLK




From grobm at vrshell.com  Fri Feb 13 10:13:37 2009
From: grobm at vrshell.com (grobm at vrshell.com)
Date: Fri, 13 Feb 2009 08:13:37 -0700
Subject: [rt-users] Issue with CCs getting emails onComment and Replies.
Message-ID: <20090213081337.6qv70ov2wwsog4wc@www.vrshell.com>

Version of RT 3.6--
I am having an issue with users reporting that sometimes (appears  
randomly) the CCs (individual emails added at the time of  
reply/comment) are not getting the emails. The people that are not  
getting the emails are either users with access to RT or just random  
email addresses. I have confirmed that the users that have access to  
RT do get CCs when they are included on the Reply or Comment. I am  
however not able to confirm the random email address requests that  
appear to also have the issue. If I try to reply to the ticket (not  
the owner) it appears to work.

Suggestions?

I checked the Scrips for onComment and onCorrespondence. Both state  
that it will notify the CCs.

I also checked the templates, they are the standard ones that came  
with the RT 3.6 release.

Recommendations other troubleshooting approaches to the issue?

Thanks in Advance,

-Mark Grob




From clkao at bestpractical.com  Fri Feb 13 10:46:19 2009
From: clkao at bestpractical.com (Chia-liang Kao)
Date: Fri, 13 Feb 2009 15:46:19 +0000 (UTC)
Subject: [rt-users] Approvals status open->resolved
References: <200902131603.51640.Richard.Foley@rfi.net>
Message-ID: 

Richard Foley  rfi.net> writes:

> 
> Hi all,
> 
> I'm using RT 3.8.2 to set up approvals, and I'd like the approval process to 
> set the ticket status to "resolved", instead of "open".  I'm setting the 
> status to "pending" inbetween times, and I'd like to get to "resolved" 
> without RT ignoring me   To which end I have fudged the code temporarily 
> like this:

Do you mean the status of the ticket pending approval?  the code you changed is
for setting the status for the approvals of next level to "open".  If you want
to change the status of the "top" ticket, you want to do that in the "if
($passed)" section, and do SetStatus on $top.


> # /opt/rt3/lib/RT/Approval/Rule/Passed.pm:line 80:
> 
>         # $obj->SetStatus( Status => 'open', Force => 1 );
>         $obj->SetStatus( Status => 'resolved', Force => 1 );
> 
> Only the ticket is still set to "open"!
> 
> The target ticket is happily marked as "rejected" or "open", but I'm unable to 
> get it to choose "resolved"...  I've also tried this with local/ with no more 
> luck - anyone have a better idea, please?
> 






From rob.munsch at gmail.com  Fri Feb 13 11:14:12 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Fri, 13 Feb 2009 11:14:12 -0500
Subject: [rt-users] Retroactive scrip-ing
Message-ID: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>

I have queues, CFs, scrips and such set up more or less the way i want
them.  For now.  Until the department heads get back to me again.

While configging things, i collected about 10k tickets into the
General queue in various stages of completeness.  Other queues weren't
set up yet, CFs weren't being captured, etc. etc., so they remain in
General with empty CFs.

What would be the least-painful way of running all 10k of them thru
the system as if they were being created, i.e. having all scrips apply
to them now that we would have wanted when they came it?

Thanks,
Rob

-- 
/chown -R us:us /yourbase


From gleduc at mail.sdsu.edu  Fri Feb 13 11:41:22 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 13 Feb 2009 08:41:22 -0800
Subject: [rt-users] Retroactive scrip-ing
In-Reply-To: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.co
 m>
References: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>
Message-ID: <6.2.1.2.2.20090213083605.0259e848@mail.sdsu.edu>

I think I'd write a perl script to read each ticket and then e-mail it back 
to RT.  Not very elegant and a significant bump in your mail server's 
workload, but you know that they would all be treated as new tickets.  This 
should be a pretty trivial script to write using the API.

Gene

At 08:14 AM 2/13/2009, Rob Munsch wrote:
>I have queues, CFs, scrips and such set up more or less the way i want
>them.  For now.  Until the department heads get back to me again.
>
>While configging things, i collected about 10k tickets into the
>General queue in various stages of completeness.  Other queues weren't
>set up yet, CFs weren't being captured, etc. etc., so they remain in
>General with empty CFs.
>
>What would be the least-painful way of running all 10k of them thru
>the system as if they were being created, i.e. having all scrips apply
>to them now that we would have wanted when they came it?
>
>Thanks,
>Rob
>
>--
>/chown -R us:us /yourbase
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From jalexson at jajxn.net  Fri Feb 13 11:48:42 2009
From: jalexson at jajxn.net (J Alexson)
Date: Fri, 13 Feb 2009 10:48:42 -0600
Subject: [rt-users] Approvals in 3.8.2
In-Reply-To: 
References: <3CE7D8D453B27148BBCA0B2063B11E64D5F9F0@s-wor-e-001.SCOUTSOFFICE.local>
	<1234526521.10967.50.camel@kayden.jajxn.net>
	
Message-ID: <1234543722.2966.16.camel@sweetrose.janet.local>

On Fri, 2009-02-13 at 14:10 +0000, Chia-liang Kao wrote:

> We are in the process of releasing a RT extension called WorkflowBuilder, which
> should make the use of the approval system of fewer hassles.  Most notably you
> can define multi-stage approvals without writing the template for the
> CreateTickets action, and without modifying the scrips yourself.
> 

Thanks Chia-liang!  

The WorkflowBuilder sounds like just the thing I've been needing to work
on some flows I've been tasked with automating.  I had even considered
building a crude tool for my own use.

John Alexson

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



From cnelson at delivra.com  Fri Feb 13 11:43:13 2009
From: cnelson at delivra.com (Chris Nelson)
Date: Fri, 13 Feb 2009 11:43:13 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
Message-ID: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>

Greetings Everyone!

My second question of the day (and hopefully my final).

*Basics:*
I'm running RT 3.8.1 on Linux Ubuntu 8.04 Hardy, Apache 2.2.8, Perl 5.8.8,
and MySQL 5.0.51a-3ubuntu5.1. We want to be able to track the total time
spent on a ticket *and* the time spent that we should bill to a client. As
such, we developed our own internal process where we put the total time
spent on a ticket in the Time Worked column and the time we plan to bill the
client for (which is usually less than the total time) in the Time Estimated
column.

*The Problem:
*Is it possible to change the Time Estimated data label to read *Billable
Time* in the interface? That would greatly help reduce confusion.

Thanks in advance!
-Chris
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From cnelson at delivra.com  Fri Feb 13 11:40:24 2009
From: cnelson at delivra.com (Chris Nelson)
Date: Fri, 13 Feb 2009 11:40:24 -0500
Subject: [rt-users] Modifying Quick Search in RT 3.8.1
Message-ID: <8e313b7a0902130840x4b18b69ah9149f5dba0300244@mail.gmail.com>

Greetings everyone!

I have two questions for this post.

*Basics:*
I'm running RT 3.8.1 on Linux Ubuntu 8.04 Hardy, Apache 2.2.8, Perl 5.8.8,
and MySQL 5.0.51a-3ubuntu5.1. We have added a custom status of "Staged" to
indicate when a ticket is open, but pending some action by other departments
(ie, it is staged and waiting on approval to be moved into production). I
followed the instructions found in this forum for adding that custom status
and it works great.

*The Problems:*

   1. We want to add a column to the Quick Search on the RT at a Glance
   screen for Staged. So, across the top of Quick Search you would see *Queue
   New Open **Stalled Staged*. I have hunted and hunted and can't figure out
   how to do that. Is it possible?
   2. Once you click on a queue, we want to ensure that tickets with a
   status of *staged* show up in the list.

Thanks in advance for your time and assistance!
-Chris
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From Richard.Foley at rfi.net  Fri Feb 13 12:20:45 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 13 Feb 2009 18:20:45 +0100
Subject: [rt-users] Approvals status open->resolved
In-Reply-To: 
References: <200902131603.51640.Richard.Foley@rfi.net>
	
Message-ID: <200902131820.45603.Richard.Foley@rfi.net>

Hi Chia-liang,

Ok, so now I've got this:

    if ($passed) {
        $top->SetStatus( Status => 'resolved', Force => 1 );
        $self->RunScripAction('Notify Owner', 'Approval Ready for Owner',
                              TicketObj => $top);
    }

and nothing happens...

	?-\

What I have is:

1. The original ticket status changed from "new" to "pending" via a Scrip.

2. The generated approval ticket has an automatic status of "open".

3. When I "Approve" the approval ticket, (which sets itself to "resolved"),

4. I want the original ticket to get a status of "resolved" also, but it does 
nothing currently.

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Friday 13 February 2009 16:46:19 Chia-liang Kao wrote:
> Richard Foley  rfi.net> writes:
> 
> > 
> > Hi all,
> > 
> > I'm using RT 3.8.2 to set up approvals, and I'd like the approval process 
to 
> > set the ticket status to "resolved", instead of "open".  I'm setting the 
> > status to "pending" inbetween times, and I'd like to get to "resolved" 
> > without RT ignoring me   To which end I have fudged the code temporarily 
> > like this:
> 
> Do you mean the status of the ticket pending approval?  the code you changed 
is
> for setting the status for the approvals of next level to "open".  If you 
want
> to change the status of the "top" ticket, you want to do that in the "if
> ($passed)" section, and do SetStatus on $top.
> 
> 
> > # /opt/rt3/lib/RT/Approval/Rule/Passed.pm:line 80:
> > 
> >         # $obj->SetStatus( Status => 'open', Force => 1 );
> >         $obj->SetStatus( Status => 'resolved', Force => 1 );
> > 
> > Only the ticket is still set to "open"!
> > 
> > The target ticket is happily marked as "rejected" or "open", but I'm 
unable to 
> > get it to choose "resolved"...  I've also tried this with local/ with no 
more 
> > luck - anyone have a better idea, please?
> > 
> 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Richard.Foley at rfi.net  Fri Feb 13 12:20:45 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 13 Feb 2009 18:20:45 +0100
Subject: [rt-users] Approvals status open->resolved
In-Reply-To: 
References: <200902131603.51640.Richard.Foley@rfi.net>
	
Message-ID: <200902131820.45603.Richard.Foley@rfi.net>

Hi Chia-liang,

Ok, so now I've got this:

    if ($passed) {
        $top->SetStatus( Status => 'resolved', Force => 1 );
        $self->RunScripAction('Notify Owner', 'Approval Ready for Owner',
                              TicketObj => $top);
    }

and nothing happens...

	?-\

What I have is:

1. The original ticket status changed from "new" to "pending" via a Scrip.

2. The generated approval ticket has an automatic status of "open".

3. When I "Approve" the approval ticket, (which sets itself to "resolved"),

4. I want the original ticket to get a status of "resolved" also, but it does 
nothing currently.

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Friday 13 February 2009 16:46:19 Chia-liang Kao wrote:
> Richard Foley  rfi.net> writes:
> 
> > 
> > Hi all,
> > 
> > I'm using RT 3.8.2 to set up approvals, and I'd like the approval process 
to 
> > set the ticket status to "resolved", instead of "open".  I'm setting the 
> > status to "pending" inbetween times, and I'd like to get to "resolved" 
> > without RT ignoring me   To which end I have fudged the code temporarily 
> > like this:
> 
> Do you mean the status of the ticket pending approval?  the code you changed 
is
> for setting the status for the approvals of next level to "open".  If you 
want
> to change the status of the "top" ticket, you want to do that in the "if
> ($passed)" section, and do SetStatus on $top.
> 
> 
> > # /opt/rt3/lib/RT/Approval/Rule/Passed.pm:line 80:
> > 
> >         # $obj->SetStatus( Status => 'open', Force => 1 );
> >         $obj->SetStatus( Status => 'resolved', Force => 1 );
> > 
> > Only the ticket is still set to "open"!
> > 
> > The target ticket is happily marked as "rejected" or "open", but I'm 
unable to 
> > get it to choose "resolved"...  I've also tried this with local/ with no 
more 
> > luck - anyone have a better idea, please?
> > 
> 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 




From jpierce at cambridgeenergyalliance.org  Fri Feb 13 12:56:58 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 12:56:58 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
Message-ID: 

> Is it possible to change the Time Estimated data label to read Billable Time
> in the interface? That would greatly help reduce confusion.

Customize a local copy of your language's po file? e.g;

 mkdir -p /opt/rt3/local/lib/RT/I18N/
 cp /opt/rt3/lib/RT/I18N/en.po /opt/rt3/local/lib/RT/I18N/en.po
 emacs /opt/rt3/local/lib/RT/I18N/en.po

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


From jpierce at cambridgeenergyalliance.org  Fri Feb 13 13:04:55 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 13:04:55 -0500
Subject: [rt-users] Modifying Quick Search in RT 3.8.1
In-Reply-To: <8e313b7a0902130840x4b18b69ah9149f5dba0300244@mail.gmail.com>
References: <8e313b7a0902130840x4b18b69ah9149f5dba0300244@mail.gmail.com>
Message-ID: 

> We want to add a column to the Quick Search on the RT at a Glance screen for
> Staged. So, across the top of Quick Search you would see Queue New Open
> Stalled Staged. I have hunted and hunted and can't figure out how to do
> that. Is it possible?
You have to be root to edit the global queries for widgets on the front page,
but Quicksearch appears to be special, and apparently requires tweaking
a local copy of share/html/Elements/Quicksearch; it's a simple file though.

> Once you click on a queue, we want to ensure that tickets with a status of
> staged show up in the list.
Add Staged to @ActiveStatus in RT_SiteConfig.pm
(copying from RT_Config.pm as necessary)

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


From cnelson at delivra.com  Fri Feb 13 13:06:45 2009
From: cnelson at delivra.com (Chris Nelson)
Date: Fri, 13 Feb 2009 13:06:45 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: 
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	
Message-ID: <8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>

Sorry - I'm a total n00b here. Can you explain what that's doing exactly? I
can't quite follow what's happening. Looks like, you make a new dir, copy
some specific library file (language po file?) and then "emacs" the lib file
(don't know what that does).

Then, would you go edit the copied file and look for Time Estimated?

Thanks in advance, sorry for the newbie questions...
-Chris

On Fri, Feb 13, 2009 at 12:56 PM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> > Is it possible to change the Time Estimated data label to read Billable
> Time
> > in the interface? That would greatly help reduce confusion.
>
> Customize a local copy of your language's po file? e.g;
>
>  mkdir -p /opt/rt3/local/lib/RT/I18N/
>  cp /opt/rt3/lib/RT/I18N/en.po /opt/rt3/local/lib/RT/I18N/en.po
>  emacs /opt/rt3/local/lib/RT/I18N/en.po
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From rob.munsch at gmail.com  Fri Feb 13 13:07:27 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Fri, 13 Feb 2009 13:07:27 -0500
Subject: [rt-users] Fwd:  Retroactive scrip-ing
In-Reply-To: <8fae230c0902131006tfdcd8b1t1bdbb0b99f738310@mail.gmail.com>
References: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>
	<6.2.1.2.2.20090213083605.0259e848@mail.sdsu.edu>
	<8fae230c0902131006tfdcd8b1t1bdbb0b99f738310@mail.gmail.com>
Message-ID: <8fae230c0902131007h28e5f9c4m7af3ca01966d5c66@mail.gmail.com>

forgot to cc the list again :P itchy send finger, sorry Gene.

On Fri, Feb 13, 2009 at 11:41 AM, Gene LeDuc  wrote:
> I think I'd write a perl script to read each ticket and then e-mail it back
> to RT.  Not very elegant and a significant bump in your mail server's
> workload, but you know that they would all be treated as new tickets.  This
> should be a pretty trivial script to write using the API.

Mail server's not working very hard right now, so that shouldn't be a problem.

If i follow this right, this will create a new set of tickets with
what i want, but the originals will still remain as-is, yes?  I
suppose i could destroy the originals after i verify it worked.

Thanks, i'll take a poke at this.

-- 
/chown -R us:us /yourbase


From jpierce at cambridgeenergyalliance.org  Fri Feb 13 13:12:33 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 13:12:33 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: <8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	
	<8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>
Message-ID: 

On Fri, Feb 13, 2009 at 13:06, Chris Nelson  wrote:
> Sorry - I'm a total n00b here. Can you explain what that's doing exactly? I
> can't quite follow what's happening. Looks like, you make a new dir,
uh, yeah

> copy some specific library file (language po file?)
uh-huh

>and then "emacs" the lib file (don't know what that does).
It's a text editor. Use whatever you want to make the changes.
Emacs happens to have some understanding of po files,
that should prevent you from bungling things.


From bertignac at gmail.com  Fri Feb 13 13:05:00 2009
From: bertignac at gmail.com (L B)
Date: Fri, 13 Feb 2009 19:05:00 +0100
Subject: [rt-users] Create standard request forms with RT
Message-ID: 

Hello all,

 I use RT 3.8.2. People are creating tickets to request things, and
sometimes they forget some details. I would like to create a set of
"standard request forms", ideally somewhere in RT, that will create
tickets with a summary of the details.

Exemple : request for an DNS entry will create a ticket in the DNS
queue, with me as an owner and with this content :

FQDN: something.bestpractical.com
IP: 10.1.1.1
TTL (optionnal): 3600
Description: new website for something


For example. This is filled in by the user in a form, the ticket can
be created with the rt command line, command by email, or anything
else.

I have more complex requests, for example a request for a new server,
that will create a ticket "new server", with childs such as "install
physically the server", "request an IP", "configure the DNS" etc...
And I'll consider the server "installed" when all the child will be
resolved.

My problem is which tool can I use to create these forms ? Is there
something for this in RT or should I use something else ?

-- 
L.B.


From cnelson at delivra.com  Fri Feb 13 13:16:39 2009
From: cnelson at delivra.com (Chris Nelson)
Date: Fri, 13 Feb 2009 13:16:39 -0500
Subject: [rt-users] Modifying Quick Search in RT 3.8.1
In-Reply-To: 
References: <8e313b7a0902130840x4b18b69ah9149f5dba0300244@mail.gmail.com>
	
Message-ID: <8e313b7a0902131016k78b5acc1h97753737fdd411df@mail.gmail.com>

Sweet. I was able to figure out that page no problem and after a quick
restart of Apache2, staged now shows in the quick search.

Interestingly, I had already added the line:
Set(@ActiveStatus, qw(new open stalled staged));
to RT_SiteConfig.pm and it still isn't showing up in those queries...

Any other thoughts on solving the second issue?
-Chris

On Fri, Feb 13, 2009 at 1:04 PM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> > We want to add a column to the Quick Search on the RT at a Glance screen
> for
> > Staged. So, across the top of Quick Search you would see Queue New Open
> > Stalled Staged. I have hunted and hunted and can't figure out how to do
> > that. Is it possible?
> You have to be root to edit the global queries for widgets on the front
> page,
> but Quicksearch appears to be special, and apparently requires tweaking
> a local copy of share/html/Elements/Quicksearch; it's a simple file though.
>
> > Once you click on a queue, we want to ensure that tickets with a status
> of
> > staged show up in the list.
> Add Staged to @ActiveStatus in RT_SiteConfig.pm
> (copying from RT_Config.pm as necessary)
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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From jpierce at cambridgeenergyalliance.org  Fri Feb 13 13:19:13 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 13:19:13 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: 
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	
	<8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>
	
Message-ID: 

Specifically you want to add:

  msgid "Time Estimated"
  msgstr "Time Billed"

to your local localization file.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Fri Feb 13 13:22:52 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 13:22:52 -0500
Subject: [rt-users] Fwd: Retroactive scrip-ing
In-Reply-To: <8fae230c0902131007h28e5f9c4m7af3ca01966d5c66@mail.gmail.com>
References: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>
	<6.2.1.2.2.20090213083605.0259e848@mail.sdsu.edu>
	<8fae230c0902131006tfdcd8b1t1bdbb0b99f738310@mail.gmail.com>
	<8fae230c0902131007h28e5f9c4m7af3ca01966d5c66@mail.gmail.com>
Message-ID: 

> If i follow this right, this will create a new set of tickets with
> what i want, but the originals will still remain as-is, yes?  I
> suppose i could destroy the originals after i verify it worked.
Better to merge I should think, if you're going this route.
Especially since you're also going to be sending out lots of
requestor notifications, which could be potentially confusing
e.g; "It's already done, why are you bugging me again?" or
replying to an old message with the old ticket ID.

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


From ruslan.zakirov at gmail.com  Fri Feb 13 13:23:18 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 13 Feb 2009 21:23:18 +0300
Subject: [rt-users] Retroactive scrip-ing
In-Reply-To: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>
References: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>
Message-ID: <589c94400902131023w204e89a2w9debc692152e4454@mail.gmail.com>

In the latest RT rt-crontool can be used for this. It has transaction
and transaction-type arguments that can be very helpful, for example
you can apply an action on all corresponds in tickets matching some
search query and/or condition.

However, you must understand that if your action changes a ticket then
dates will be updated what can be undesired. I think linear escalation
action in RT can give you hints on silencing updates.

On Fri, Feb 13, 2009 at 7:14 PM, Rob Munsch  wrote:
> I have queues, CFs, scrips and such set up more or less the way i want
> them.  For now.  Until the department heads get back to me again.
>
> While configging things, i collected about 10k tickets into the
> General queue in various stages of completeness.  Other queues weren't
> set up yet, CFs weren't being captured, etc. etc., so they remain in
> General with empty CFs.
>
> What would be the least-painful way of running all 10k of them thru
> the system as if they were being created, i.e. having all scrips apply
> to them now that we would have wanted when they came it?
>
> Thanks,
> Rob
>
> --
> /chown -R us:us /yourbase
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Fri Feb 13 13:25:12 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 13:25:12 -0500
Subject: [rt-users] Create standard request forms with RT
In-Reply-To: 
References: 
Message-ID: 

It's not really clear what you need that custom fields don't satisfy.

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


From cnelson at delivra.com  Fri Feb 13 13:28:25 2009
From: cnelson at delivra.com (Chris Nelson)
Date: Fri, 13 Feb 2009 13:28:25 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: 
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	
	<8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>
	
	
Message-ID: <8e313b7a0902131028u3a09faf9naec90da3021599fb@mail.gmail.com>

Hrm. I added:
#: NOT FOUND IN SOURCE
msgid "Time Estimated"
msgstr "Billable Time"

to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2. No
luck. Was I supposed to update the other file? Did I do something wrong?

Thanks so much for your help...
-Chris

On Fri, Feb 13, 2009 at 1:19 PM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> Specifically you want to add:
>
>  msgid "Time Estimated"
>  msgstr "Time Billed"
>
> to your local localization file.
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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From gleduc at mail.sdsu.edu  Fri Feb 13 13:39:36 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 13 Feb 2009 10:39:36 -0800
Subject: [rt-users] Create standard request forms with RT
In-Reply-To: 
References: 
Message-ID: <6.2.1.2.2.20090213103646.02c568a8@mail.sdsu.edu>

We use web pages to do this.  User goes to DNS request page, fills in form, 
php does some sanity-checking on the data, data gets formatted and mailed 
to RT, RT creates ticket in DNS queue.  Repeat for e-mail aliases, firewall 
rules, etc.

Gene

At 10:05 AM 2/13/2009, L B wrote:
>Hello all,
>
>  I use RT 3.8.2. People are creating tickets to request things, and
>sometimes they forget some details. I would like to create a set of
>"standard request forms", ideally somewhere in RT, that will create
>tickets with a summary of the details.
>
>Exemple : request for an DNS entry will create a ticket in the DNS
>queue, with me as an owner and with this content :
>
>FQDN: something.bestpractical.com
>IP: 10.1.1.1
>TTL (optionnal): 3600
>Description: new website for something
>
>
>For example. This is filled in by the user in a form, the ticket can
>be created with the rt command line, command by email, or anything
>else.
>
>I have more complex requests, for example a request for a new server,
>that will create a ticket "new server", with childs such as "install
>physically the server", "request an IP", "configure the DNS" etc...
>And I'll consider the server "installed" when all the child will be
>resolved.
>
>My problem is which tool can I use to create these forms ? Is there
>something for this in RT or should I use something else ?
>
>--
>L.B.


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From jpierce at cambridgeenergyalliance.org  Fri Feb 13 13:48:45 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 13:48:45 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: <8e313b7a0902131028u3a09faf9naec90da3021599fb@mail.gmail.com>
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	
	<8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>
	
	
	<8e313b7a0902131028u3a09faf9naec90da3021599fb@mail.gmail.com>
Message-ID: 

> to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2. No
You don't need to restart, HUP/graceful/reload is good enough.

> luck. Was I supposed to update the other file? Did I do something wrong?

Hmm, it seems RT doesn't support local localizations, without creating
a RT/I18N_Local.pm file. I *think* you might be able to get away with just:

  cp /opt/rt3/local/lib/RT/I18N.pm /opt/rt3/local/lib/RT/I18N_Local.pm

It seems like overkill, but I18N.pm uses the  __FILE__ token to locate po files.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From barnesaw at ucrwcu.rwc.uc.edu  Fri Feb 13 13:48:38 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 13 Feb 2009 13:48:38 -0500
Subject: [rt-users] Fwd: Retroactive scrip-ing
In-Reply-To: 
References: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>	<6.2.1.2.2.20090213083605.0259e848@mail.sdsu.edu>	<8fae230c0902131006tfdcd8b1t1bdbb0b99f738310@mail.gmail.com>	<8fae230c0902131007h28e5f9c4m7af3ca01966d5c66@mail.gmail.com>
	
Message-ID: <4995C086.2070203@ucrwcu.rwc.uc.edu>

Disable all scrips that send correspondence, go one step further and 
shut down your MTA (so that mail sent in will try again later), use the 
API to re-run those transactions, re-enable scrips, start the MTA back 
up.  No emailings, no fuss.

Jerrad Pierce wrote:
>> If i follow this right, this will create a new set of tickets with
>> what i want, but the originals will still remain as-is, yes?  I
>> suppose i could destroy the originals after i verify it worked.
>>     
> Better to merge I should think, if you're going this route.
> Especially since you're also going to be sending out lots of
> requestor notifications, which could be potentially confusing
> e.g; "It's already done, why are you bugging me again?" or
> replying to an old message with the old ticket ID.
>
>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From jpierce at cambridgeenergyalliance.org  Fri Feb 13 13:52:19 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 13:52:19 -0500
Subject: [rt-users] Create standard request forms with RT
In-Reply-To: <6.2.1.2.2.20090213103646.02c568a8@mail.sdsu.edu>
References: 
	<6.2.1.2.2.20090213103646.02c568a8@mail.sdsu.edu>
Message-ID: 

On Fri, Feb 13, 2009 at 13:39, Gene LeDuc  wrote:
> We use web pages to do this.  User goes to DNS request page, fills in form,
> php does some sanity-checking on the data, data gets formatted and mailed
> to RT, RT creates ticket in DNS queue.  Repeat for e-mail aliases, firewall
That's not the best way to go about this. Either use a customized self-service
interface, enable support for actions by email (so you can set custom fields),
or use the REST interface. The second option will take the least work with your
system, but there are security considerations to consider. See the wiki.

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


From lmacinnes at stargate.ca  Fri Feb 13 13:06:45 2009
From: lmacinnes at stargate.ca (Liam R. MacInnes)
Date: Fri, 13 Feb 2009 10:06:45 -0800
Subject: [rt-users] Page Cannot Be found after migrating from 3.6.1 to 3.8.2
Message-ID: 

Hi Everyone


I just did a test migration from our existing 3.6.1 install to a 3.8.2 install following the process outlined here http://rt.bestpractical.com/view/MigrateToNewServer and in the UPGRADE.mysql and README files from the 3.8.2 package.

After installing 3.8.2 on the new server I tested it as is created a couple tickets and whatnot and everything seemed to be working well

I dropped the database and moved over my MySQL dump from the old server and ran through the migration and upgrade process from the sources I listed above.

What I'm seeing now is that most users can't view their tickets. They get a

The page you requested could not be found
Please check the URL and try again.

Error on the http://example.com/rt/Ticket/Display.html?id=123456 page

They can however see all the tickets listed. Root appears to be able to see all the tickets so I suspect it may be a permissions issue but I don't really know where to start. Were any permissions added that are needed to view a ticket between 3.6.1 and 3.8.2?

Thanks for your help all

Liam


From cnelson at delivra.com  Fri Feb 13 14:12:48 2009
From: cnelson at delivra.com (Chris Nelson)
Date: Fri, 13 Feb 2009 14:12:48 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: 
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	
	<8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>
	
	
	<8e313b7a0902131028u3a09faf9naec90da3021599fb@mail.gmail.com>
	
Message-ID: <8e313b7a0902131112q75d0dce6s867dc99637243991@mail.gmail.com>

It REALLY didn't like that. I wasn't able to start apache with that file. I
had to delete the file to get it to start again. (BTW, HUP isn't a known
thing on my ubuntu box...)

-Chris

On Fri, Feb 13, 2009 at 1:48 PM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> > to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2.
> No
> You don't need to restart, HUP/graceful/reload is good enough.
>
> > luck. Was I supposed to update the other file? Did I do something wrong?
>
> Hmm, it seems RT doesn't support local localizations, without creating
> a RT/I18N_Local.pm file. I *think* you might be able to get away with just:
>
>  cp /opt/rt3/local/lib/RT/I18N.pm /opt/rt3/local/lib/RT/I18N_Local.pm
>
> It seems like overkill, but I18N.pm uses the  __FILE__ token to locate po
> files.
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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From jpierce at cambridgeenergyalliance.org  Fri Feb 13 14:32:44 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 14:32:44 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: <8e313b7a0902131112q75d0dce6s867dc99637243991@mail.gmail.com>
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	
	<8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>
	
	
	<8e313b7a0902131028u3a09faf9naec90da3021599fb@mail.gmail.com>
	
	<8e313b7a0902131112q75d0dce6s867dc99637243991@mail.gmail.com>
Message-ID: 

On Fri, Feb 13, 2009 at 14:12, Chris Nelson  wrote:
> It REALLY didn't like that. I wasn't able to start apache with that file. I
> had to delete the file to get it to start again.
Any information from error logs to report? Did you not copy I18N/i_default.pm
to local too?

I did, and works fine for me.

> (BTW, HUP isn't a known thing on my ubuntu box...)
Even Ubuntu understands SIGHUP
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From adjones at cca.edu  Fri Feb 13 14:29:20 2009
From: adjones at cca.edu (Andy Jones)
Date: Fri, 13 Feb 2009 11:29:20 -0800
Subject: [rt-users] Sending multipart messages from templates
Message-ID: 

Hi, folks.

I'm interested in making our correspondence from RT a little  
prettier-- that is, including some HTML.  I've created a template that  
uses HTML successfully and the message appears to be working just fine.

The problem I'm running into is that some folks in our office don't  
use email clients that display HTML.  I'd like to send a multipart  
message, but I can't seem to get the configuration right-- if it's at  
all possible.  Has anyone figured this out?  I've combed through the  
archives, but I haven't found anything dealing with this particular  
issue.

The template I'm working with has the following information at the  
beginning:

Subject: Ticket [{$rtname} #{$Ticket->id}] has been stolen
Content-Type: text/html



References: 
Message-ID: <77359DC1-CB29-4EFD-A6B6-54EBE1DC4F60@bestpractical.com>


On Feb 13, 2009, at 2:29 PM, Andy Jones wrote:

> Hi, folks.
>
> I'm interested in making our correspondence from RT a little
> prettier-- that is, including some HTML.  I've created a template that
> uses HTML successfully and the message appears to be working just  
> fine.
>
> The problem I'm running into is that some folks in our office don't
> use email clients that display HTML.  I'd like to send a multipart
> message, but I can't seem to get the configuration right-- if it's at
> all possible.  Has anyone figured this out?  I've combed through the
> archives, but I haven't found anything dealing with this particular
> issue.

RT 3.8.2 generates a multipart alternative email when you use
an html template.  From Template_Overlay.pm's _DowngradeFromHTML

   $orig_entity->make_multipart('alternative', Force => 1);
  #make a plain text version of the original html templage in  
$new_entity
   $orig_entity->add_part($new_entity, 0); # plain comes before html

This played well with mutt and Mail.app

-kevin

>
>
> The template I'm working with has the following information at the
> beginning:
>
> Subject: Ticket [{$rtname} #{$Ticket->id}] has been stolen
> Content-Type: text/html
>
>
> 
> When I try changing the Content-Type to multipart/alternative or
> multipart/mixed, RT simply fails to send the message.
>
> Any help would be greatly appreciated!
>
> Thanks,
> Andy
>
> Andy Jones
> User Support Manager
> 510.594.5016
> adjones at cca.edu
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From bertignac at gmail.com  Fri Feb 13 16:24:11 2009
From: bertignac at gmail.com (L B)
Date: Fri, 13 Feb 2009 22:24:11 +0100
Subject: [rt-users] Create standard request forms with RT
In-Reply-To: 
References: 
	<6.2.1.2.2.20090213103646.02c568a8@mail.sdsu.edu>
	
Message-ID: 

I don't use custom fields because :
 - I don't want users to log in the self service to create requests
 - I don't want to create custom fields per queue (especially
mandatory ones) because the DNS queue can be used to request a new DNS
entry, but also to report DNS problems or ask anything related to DNS.

We can use web pages, but it's more or less creating a kind of portal.
Do you have a technology/framework recommendation to do this ?

Thanks!



On Fri, Feb 13, 2009 at 7:52 PM, Jerrad Pierce
 wrote:
> On Fri, Feb 13, 2009 at 13:39, Gene LeDuc  wrote:
>> We use web pages to do this.  User goes to DNS request page, fills in form,
>> php does some sanity-checking on the data, data gets formatted and mailed
>> to RT, RT creates ticket in DNS queue.  Repeat for e-mail aliases, firewall
> That's not the best way to go about this. Either use a customized self-service
> interface, enable support for actions by email (so you can set custom fields),
> or use the REST interface. The second option will take the least work with your
> system, but there are security considerations to consider. See the wiki.
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>



-- 
L.B.


From jpierce at cambridgeenergyalliance.org  Fri Feb 13 17:00:32 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 13 Feb 2009 17:00:32 -0500
Subject: [rt-users] Create standard request forms with RT
In-Reply-To: 
References: 
	<6.2.1.2.2.20090213103646.02c568a8@mail.sdsu.edu>
	
	
Message-ID: 

On Fri, Feb 13, 2009 at 16:24, L B  wrote:
> I don't use custom fields because :
>  - I don't want users to log in the self service to create requests
>  - I don't want to create custom fields per queue (especially
> mandatory ones) because the DNS queue can be used to request a new DNS
> entry, but also to report DNS problems or ask anything related to DNS.
>
> We can use web pages, but it's more or less creating a kind of portal.
> Do you have a technology/framework recommendation to do this ?
Your reasons for "not using CFs" do not preclude them. As before,
REST or commands by email. Simply make them optional in RT (not ideal),
and use your front-end to require values as necessary.


From rob.munsch at gmail.com  Fri Feb 13 17:17:08 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Fri, 13 Feb 2009 17:17:08 -0500
Subject: [rt-users] Fwd: Retroactive scrip-ing
In-Reply-To: <4995C086.2070203@ucrwcu.rwc.uc.edu>
References: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>
	<6.2.1.2.2.20090213083605.0259e848@mail.sdsu.edu>
	<8fae230c0902131006tfdcd8b1t1bdbb0b99f738310@mail.gmail.com>
	<8fae230c0902131007h28e5f9c4m7af3ca01966d5c66@mail.gmail.com>
	
	<4995C086.2070203@ucrwcu.rwc.uc.edu>
Message-ID: <8fae230c0902131417m578ad426o3985f2138d55fa62@mail.gmail.com>

On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes  wrote:

> use the API to re-run those transactions

I have to confess, after some time googling and looking over the wiki,
that i cannot figure out how to do that :(.

-- 
/chown -R us:us /yourbase


From hvgeekwtrvl at gmail.com  Fri Feb 13 18:10:12 2009
From: hvgeekwtrvl at gmail.com (james machado)
Date: Fri, 13 Feb 2009 15:10:12 -0800
Subject: [rt-users] global default auto-refresh patch for 3.8.2
In-Reply-To: <0AC880A8-A48B-4611-BA90-6E6BAE822DB0@bestpractical.com>
References: 
	
	
	<0AC880A8-A48B-4611-BA90-6E6BAE822DB0@bestpractical.com>
Message-ID: 

Letting the user change the value of the refresh for themselves is not a bad
thing but neither is having a non-zero default for the entire installation.
I very much would have liked to be able to set a non-zero default for the
page refresh for the installation, the options I have seen and tried cause
breakage of the system and require each user to change the preference each
time they login to the system.  I do agree that undocumented additions and
variables are bad but it would be very nice if both options were available.

James

On Thu, Feb 12, 2009 at 12:27 PM, Kevin Falcone
wrote:

>
> On Feb 12, 2009, at 3:19 PM, Jo Rhett wrote:
>
> >> On Feb 12, 2009, at 2:43 PM, Jo Rhett wrote:
> >>> This patch is adapted from something Ian posted for 3.6.4 adapted
> >>> for 3.8.2.  Jesse, please consider adopting this for the mainline as
> >>> it is a popular question and this patch allows the person to
> >>> override the default.
> >
> > On Feb 12, 2009, at 12:12 PM, Kevin Falcone wrote:
> >> Since 3.8 added user level preferences, this really looks like
> >> something which is
> >> better handled as a user preference.   RT::Config has docs about
> >> adding items
> >> to %META and marking them as user overridable.  It would also want
> >> some
> >> changes and docs for RT_Config.pm because you could set a global
> >> default
> >> (default would be 0)
> >
> > Are you saying that you guys will implement it that way for a later
> > version? Or is this a request for a patch to implement these things?
> >
>
> That was a suggestion of how to make the patch better and more
> compatible with 3.8
>
> I wouldn't apply any patch that adds two new Config variables without
> documenting
> them and adding defaults to the shipped config file.
>
> -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  Fri Feb 13 18:15:04 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 13 Feb 2009 18:15:04 -0500
Subject: [rt-users] global default auto-refresh patch for 3.8.2
In-Reply-To: 
References: 
	
	
	<0AC880A8-A48B-4611-BA90-6E6BAE822DB0@bestpractical.com>
	
Message-ID: <2E37A633-AACE-4E14-9157-9999A09DC1EF@bestpractical.com>


On Feb 13, 2009, at 6:10 PM, james machado wrote:

> Letting the user change the value of the refresh for themselves is  
> not a bad thing but neither is having a non-zero default for the  
> entire installation.  I very much would have liked to be able to set  
> a non-zero default for the page refresh for the installation, the  
> options I have seen and tried cause breakage of the system and  
> require each user to change the preference each time they login to  
> the system.  I do agree that undocumented additions and variables  
> are bad but it would be very nice if both options were available.

My point was that the installation default should continue to be 0 in  
order to be
backwards compatible.

If such a patch were to be produced, I would be happy to consider it  
for inclusion
in a future 3.8 release.

-kevin

>
>
>
> On Thu, Feb 12, 2009 at 12:27 PM, Kevin Falcone  > wrote:
>
> On Feb 12, 2009, at 3:19 PM, Jo Rhett wrote:
>
> >> On Feb 12, 2009, at 2:43 PM, Jo Rhett wrote:
> >>> This patch is adapted from something Ian posted for 3.6.4 adapted
> >>> for 3.8.2.  Jesse, please consider adopting this for the  
> mainline as
> >>> it is a popular question and this patch allows the person to
> >>> override the default.
> >
> > On Feb 12, 2009, at 12:12 PM, Kevin Falcone wrote:
> >> Since 3.8 added user level preferences, this really looks like
> >> something which is
> >> better handled as a user preference.   RT::Config has docs about
> >> adding items
> >> to %META and marking them as user overridable.  It would also want
> >> some
> >> changes and docs for RT_Config.pm because you could set a global
> >> default
> >> (default would be 0)
> >
> > Are you saying that you guys will implement it that way for a later
> > version? Or is this a request for a patch to implement these things?
> >
>
> That was a suggestion of how to make the patch better and more
> compatible with 3.8
>
> I wouldn't apply any patch that adds two new Config variables without
> documenting
> them and adding defaults to the shipped config file.
>
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From gleduc at mail.sdsu.edu  Fri Feb 13 18:18:27 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 13 Feb 2009 15:18:27 -0800
Subject: [rt-users] Fwd: Retroactive scrip-ing
In-Reply-To: <8fae230c0902131417m578ad426o3985f2138d55fa62@mail.gmail.co
 m>
References: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>
	<6.2.1.2.2.20090213083605.0259e848@mail.sdsu.edu>
	<8fae230c0902131006tfdcd8b1t1bdbb0b99f738310@mail.gmail.com>
	<8fae230c0902131007h28e5f9c4m7af3ca01966d5c66@mail.gmail.com>
	
	<4995C086.2070203@ucrwcu.rwc.uc.edu>
	<8fae230c0902131417m578ad426o3985f2138d55fa62@mail.gmail.com>
Message-ID: <6.2.1.2.2.20090213151203.05f2d038@mail.sdsu.edu>

If you speak perl, I'll be happy to send you a copy of a script we use that 
would illustrate getting ticket info using the API.  If you don't speak 
perl, then I wouldn't recommend learning it with this script or this project.

At 02:17 PM 2/13/2009, Rob Munsch wrote:
>On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes  
>wrote:
>
> > use the API to re-run those transactions
>
>I have to confess, after some time googling and looking over the wiki,
>that i cannot figure out how to do that :(.
>
>--
>/chown -R us:us /yourbase


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From rob.munsch at gmail.com  Fri Feb 13 18:25:09 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Fri, 13 Feb 2009 18:25:09 -0500
Subject: [rt-users] Fwd: Retroactive scrip-ing
In-Reply-To: <6.2.1.2.2.20090213151203.05f2d038@mail.sdsu.edu>
References: <8fae230c0902130814k34dd1e34t8bfe8de2fa27bc1b@mail.gmail.com>
	<6.2.1.2.2.20090213083605.0259e848@mail.sdsu.edu>
	<8fae230c0902131006tfdcd8b1t1bdbb0b99f738310@mail.gmail.com>
	<8fae230c0902131007h28e5f9c4m7af3ca01966d5c66@mail.gmail.com>
	
	<4995C086.2070203@ucrwcu.rwc.uc.edu>
	<8fae230c0902131417m578ad426o3985f2138d55fa62@mail.gmail.com>
	<6.2.1.2.2.20090213151203.05f2d038@mail.sdsu.edu>
Message-ID: <8fae230c0902131525p5708e378q4dd409f91f3a88e7@mail.gmail.com>

I speak it well enough to modify things, so far.  I wouldn't call
myself fluent, but i can more than copy-paste code.  I'd love to see
it.  This system isn't in production yet, so i don't mind potential
breakage trying to get something to work.  Thanks!

On Fri, Feb 13, 2009 at 6:18 PM, Gene LeDuc  wrote:
> If you speak perl, I'll be happy to send you a copy of a script we use that
> would illustrate getting ticket info using the API.  If you don't speak
> perl, then I wouldn't recommend learning it with this script or this
> project.
>
> At 02:17 PM 2/13/2009, Rob Munsch wrote:
>>
>> On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes 
>> wrote:
>>
>> > use the API to re-run those transactions
>>
>> I have to confess, after some time googling and looking over the wiki,
>> that i cannot figure out how to do that :(.
>>
>> --
>> /chown -R us:us /yourbase
>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>



-- 
/chown -R us:us /yourbase


From clkao at bestpractical.com  Fri Feb 13 20:22:46 2009
From: clkao at bestpractical.com (Chia-liang Kao)
Date: Sat, 14 Feb 2009 01:22:46 +0000 (UTC)
Subject: [rt-users] Approvals status open->resolved
References: <200902131603.51640.Richard.Foley@rfi.net>
	
	<200902131820.45603.Richard.Foley@rfi.net>
Message-ID: 

Richard,


Richard Foley  rfi.net> writes:

> 
> Hi Chia-liang,
> 
> Ok, so now I've got this:
> 
>     if ($passed) {
>         $top->SetStatus( Status => 'resolved', Force => 1 );
>         $self->RunScripAction('Notify Owner', 'Approval Ready for Owner',
>                               TicketObj => $top);
>     }

the change seems to work for me.  Here's the change to the test in
t/approval/basic.t that demostrates the original ticket got set to resolved upon
all approval passed: 

http://fsck.com/~clkao/rt-approval-autoresolve.patch






From jrhett at netconsonance.com  Fri Feb 13 21:44:36 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 13 Feb 2009 18:44:36 -0800
Subject: [rt-users] change updates from unprivileged user to a different
	transaction type?
In-Reply-To: <20090212220224.GC13543@17h.local>
References: 
	<1234460097.7536.19.camel@pcx4546.desy.de>
	
	<20090212220224.GC13543@17h.local>
Message-ID: <96BC0895-EAFD-4651-B017-69B305929A79@netconsonance.com>

On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote:
> We already have something for you, I think.
>
> RT::Transaction->IsInbounda
>
> =head2 IsInbound
>
> Returns true if the creator of the transaction is a requestor of the
> ticket.
> Returns false otherwise


By "a requestor" I take it to mean "anyone other than a watcher or  
owner" ?

How is (or where can I review) the logic for this?

FYI, I assume you mean RT::Transaction->IsInbound or is there  
RT::Transaction->IsInboundb too?

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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From bertignac at gmail.com  Sat Feb 14 06:12:14 2009
From: bertignac at gmail.com (L B)
Date: Sat, 14 Feb 2009 12:12:14 +0100
Subject: [rt-users] Create standard request forms with RT
In-Reply-To: 
References: 
	<6.2.1.2.2.20090213103646.02c568a8@mail.sdsu.edu>
	
	
	
Message-ID: 

On Fri, Feb 13, 2009 at 11:00 PM, Jerrad Pierce
 wrote:
> On Fri, Feb 13, 2009 at 16:24, L B  wrote:
>> I don't use custom fields because :
>>  - I don't want users to log in the self service to create requests
>>  - I don't want to create custom fields per queue (especially
>> mandatory ones) because the DNS queue can be used to request a new DNS
>> entry, but also to report DNS problems or ask anything related to DNS.
>>
>> We can use web pages, but it's more or less creating a kind of portal.
>> Do you have a technology/framework recommendation to do this ?
> Your reasons for "not using CFs" do not preclude them. As before,
> REST or commands by email. Simply make them optional in RT (not ideal),
> and use your front-end to require values as necessary.
>

I can do that, but it doesn't solve my original problem : which frontend ?

-- 
L.B.


From casterln at nature.berkeley.edu  Sat Feb 14 14:23:50 2009
From: casterln at nature.berkeley.edu (Gary Casterline)
Date: Sat, 14 Feb 2009 11:23:50 -0800
Subject: [rt-users] solaris 10 syslog woes
Message-ID: <49971A46.8040306@nature.berkeley.edu>

Hi,

Just upgraded from 3.6.6 to 3.8.2 running on Solaris 10. Now I find 
myself struggling to the the syslog stuff to work.

Here are the settings that I had thought would work from my 
understanding of the docs
and googling:

Set(@LogToSyslogConf = ( socket => 'stream'));

[Sat Feb 14 11:18:58 2009] [error] [client 169.229.201.201] undef is not 
a valid Log::Dispatch log level at /opt/rt3/bin/../lib/RT.pm line 341\n

Does anyone have rt 3.8.2 working on Solaris 10?  Care to share your 
LogToSyslogConf settings?


From falcone at bestpractical.com  Sat Feb 14 14:52:27 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Sat, 14 Feb 2009 14:52:27 -0500
Subject: [rt-users] solaris 10 syslog woes
In-Reply-To: <49971A46.8040306@nature.berkeley.edu>
References: <49971A46.8040306@nature.berkeley.edu>
Message-ID: 


On Feb 14, 2009, at 2:23 PM, Gary Casterline wrote:

> Hi,
>
> Just upgraded from 3.6.6 to 3.8.2 running on Solaris 10. Now I find
> myself struggling to the the syslog stuff to work.
>
> Here are the settings that I had thought would work from my
> understanding of the docs
> and googling:

What have you set $LogToSyslog to (that seems to be the source of the
undef error you're seeing)

In addition, I know that on Solaris 8 and 9 I needed ( socket =>  
'inet' )
to avoid problems (which is what is documented in RT_Config.pm),
but I haven't had a chance to play with Solaris 10 yet.

-kevin

>
>
> Set(@LogToSyslogConf = ( socket => 'stream'));
>
> [Sat Feb 14 11:18:58 2009] [error] [client 169.229.201.201] undef is  
> not
> a valid Log::Dispatch log level at /opt/rt3/bin/../lib/RT.pm line  
> 341\n
>
> Does anyone have rt 3.8.2 working on Solaris 10?  Care to share your
> LogToSyslogConf settings?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Jim.Tambling at datatote.co.uk  Sat Feb 14 15:29:51 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Sat, 14 Feb 2009 20:29:51 -0000
Subject: [rt-users] Reminders still open after a ticket is closed
Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBB2@mail.sys.internal>

Thanks Mark,
 
Tried that but it still doesn't work. Will try it next week when we
upgrade to 3.8.2.
 
Regards, Jim

	-----Original Message-----
	From: Roedel, Mark [mailto:MarkRoedel at letu.edu] 
	Sent: 12 February 2009 18:09
	To: Jim Tambling; rt-users at bestpractical.com
	Subject: RE: [rt-users] Reminders still open after a ticket is
closed
	
	

	That part of it looks OK to me.

	 

	I recently had a problem with a similarly-structured scrip that
didn't seem to be firing.  It turned out to be because I'd left the
"Custom Action Preparation Code" field blank.  When I put a "return 1;"
into that field, it started behaving as expected.

	 

	 

	--

	Mark Roedel

	Senior Programmer/Analyst - Web Services

	LeTourneau University

	 

	From: Jim Tambling [mailto:Jim.Tambling at datatote.co.uk] 
	Sent: Wednesday, February 11, 2009 4:36 PM
	To: Roedel, Mark; rt-users at bestpractical.com
	Subject: RE: [rt-users] Reminders still open after a ticket is
closed

	 

	Thanks Mark

	 

	I tried that but it doesn't seem to work. Here's the code I put
in the scrip;

	 

	my $tickets = new RT::Tickets(RT->SystemUser)

	my $id = $self->TicketObj->id;

	my $queue = $self->TicketObj->QueueObj->Name;

	 

	return 1 unless (defined($id)); # Can this be undefined?

	 

	 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

	 while (my $ticket = $tickets->Next) {

	 $RT::Logger->info("Closing associated reminder");

	 $ticket->SetStatus("resolved"); 

	}

	 return 1; 

	 

	 

	I have zero knowledge of  perl so I don't know if this is
correct.

	 

	Regards

	 

	-----Original Message-----
	From: Roedel, Mark [mailto:MarkRoedel at letu.edu] 
	Sent: 10 February 2009 23:04
	To: Jim Tambling; rt-users at bestpractical.com
	Subject: RE: [rt-users] Reminders still open after a ticket is
closed

	 

	Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

	 

	--

	Mark Roedel

	Senior Programmer/Analyst - Web Services

	LeTourneau University

	 

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim
Tambling
	Sent: Tuesday, February 10, 2009 4:37 PM
	To: rt-users at bestpractical.com
	Subject: [rt-users] Reminders still open after a ticket is
closed

	 

	If I set a reminder for a ticket, after the ticket is resolved
the reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

	 

	Regards

	
________________________________


	
	Spam
 
	Not spam
 
	Forget previous vote
 

	No virus found in this incoming message.
	Checked by AVG - www.avg.com
	Version: 8.0.234 / Virus Database: 270.10.23/1948 - Release
Date: 02/12/09 07:20:00
	

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From luca.greco at alcacoop.it  Sun Feb 15 00:04:35 2009
From: luca.greco at alcacoop.it (Luca Greco)
Date: Sun, 15 Feb 2009 06:04:35 +0100
Subject: [rt-users]  GraphViz issue in 3.8.1
Message-ID: <4997A263.7040809@alcacoop.it>

Try this... it worked for me :-)

With the same problem in 3.8.0 fresh install, after an explicit install
of IPC::Run::SafeHandles it was resolved:

root at deck:~# perl /opt/rt3/lib/RT/Graph/Tickets.pm
Name "RT::WebPath" used only once: possible typo at
/opt/rt3/lib/RT/Graph/Tickets.pm line 229.
Name "RT::DisableGraphViz" used only once: possible typo at
/opt/rt3/lib/RT/Graph/Tickets.pm line 60.
Can't locate IPC/Run/SafeHandles.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 /opt/rt3/lib/RT/Graph/Tickets.pm line 63.

root at deck:~# perl -MCPAN -e 'install IPC::Run::SafeHandles'

----
Luca Greco @ Alca Societ? Cooperativa


From geek+rt at cmu.edu  Sun Feb 15 02:49:28 2009
From: geek+rt at cmu.edu (Brian Gallew)
Date: Sun, 15 Feb 2009 10:49:28 +0300
Subject: [rt-users] Updating the schema for a contribution
In-Reply-To: <20090205165029.GA7130@17h.local>
References: <498AAD3F.4030707@cutaway.it>	<16426EA38D57E74CB1DE5A6AE1DB039401D0EF0C@w3hamboex11.ger.win.int.kn>	<498B171F.2070503@ultra-secure.de>
	<20090205165029.GA7130@17h.local>
Message-ID: <4997C908.1040200@cmu.edu>

In preparation for updating our RT installation to 3.8.x, I've re-done 
my quick SPAM handling modification.  I can (and will) distribute the 
necessary files, but it would be really nice if I could package it up a 
little more nicely.  One of the things I need to do is replace two 
queries:  "Search - My Tickets" and "Search - Unowned Tickets".  I've 
created and initaldata.SPAM file which can trivially be used to insert 
the new queries, but there doesn't seem to be a way to convince 
rt-setup-database to drop the existing queries first.

So, what's the best way to handle this.  Is there a recommended way to 
add random SQL to an initialdata file?  Should I just draw up a not to 
tell the owner to delete those rows?  Inquiring minds want to know!

FWIW, there is a wiki page at:
http://wiki.bestpractical.com/view/QuickSpamHandler


From casterln at nature.berkeley.edu  Sun Feb 15 16:23:53 2009
From: casterln at nature.berkeley.edu (Gary Casterline)
Date: Sun, 15 Feb 2009 13:23:53 -0800
Subject: [rt-users] solaris 10 syslog woes
In-Reply-To: 
References: <49971A46.8040306@nature.berkeley.edu>
	
Message-ID: <499887E9.3000908@nature.berkeley.edu>

Kevin Falcone wrote:
> On Feb 14, 2009, at 2:23 PM, Gary Casterline wrote:
>
>   
>> Hi,
>>
>> Just upgraded from 3.6.6 to 3.8.2 running on Solaris 10. Now I find
>> myself struggling to the the syslog stuff to work.
>>
>> Here are the settings that I had thought would work from my
>> understanding of the docs
>> and googling:
>>     
>
> What have you set $LogToSyslog to (that seems to be the source of the
> undef error you're seeing)
> In addition, I know that on Solaris 8 and 9 I needed ( socket =>  
> 'inet' )
> to avoid problems (which is what is documented in RT_Config.pm),
> but I haven't had a chance to play with Solaris 10 yet.
>
> -kevin
>
>   
Just tried it again with
Set($LogToSyslog    , 'debug');
Set(@LogToSyslogConf = ( socket => 'inet'));

and still get
[Sun Feb 15 13:20:53 2009] [error] [client 169.229.201.201] undef is not 
a valid Log::Dispatch log level at /opt/rt3/bin/../lib/RT.pm line 341\n

After making a change to RT_SiteConfig.pm, is it necessary to restart 
apache or anything?


From jmoseley at corp.xanadoo.com  Sun Feb 15 16:52:44 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Sun, 15 Feb 2009 15:52:44 -0600
Subject: [rt-users] solaris 10 syslog woes
In-Reply-To: <499887E9.3000908@nature.berkeley.edu>
Message-ID: 

Yes, any time you make a change to RT_SiteConfig.pm, it's necessary to
restart apache and clear out the mason cache.  Reference the readme docs.


James Moseley




                                                                           
             Gary Casterline                                               
                                                           To 
             Sent by:                  RT Users                            
             rt-users-bounces@           
             lists.bestpractic                                          cc 
             al.com                                                        
                                                                   Subject 
                                       Re: [rt-users] solaris 10 syslog    
             02/15/2009 03:23          woes                                
             PM                                                            
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           





After making a change to RT_SiteConfig.pm, is it necessary to restart
apache or anything?





From jesse at bestpractical.com  Sun Feb 15 16:54:19 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 15 Feb 2009 16:54:19 -0500
Subject: [rt-users] solaris 10 syslog woes
In-Reply-To: 
References: <499887E9.3000908@nature.berkeley.edu>
	
Message-ID: <20090215215419.GH14175@bestpractical.com>




On Sun, Feb 15, 2009 at 03:52:44PM -0600, jmoseley at corp.xanadoo.com wrote:
> Yes, any time you make a change to RT_SiteConfig.pm, it's necessary to
> restart apache and clear out the mason cache.  

Actually, for changes to lib and etc, you need only stop and start
apache. The mason cache is only for templates.



From jmoseley at corp.xanadoo.com  Sun Feb 15 17:15:50 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Sun, 15 Feb 2009 16:15:50 -0600
Subject: [rt-users] solaris 10 syslog woes
In-Reply-To: <20090215215419.GH14175@bestpractical.com>
Message-ID: 

Thanks.  Good to know Jesse.


James Moseley




                                                                           
             Jesse Vincent                                                 
                                                                To 
             02/15/2009 03:54          jmoseley at corp.xanadoo.com           
             PM                                                         cc 
                                       Gary Casterline                     
                                       , RT  
                                       Users                               
                                       , 
                                       rt-users-bounces at lists.bestpractica 
                                       l.com                               
                                                                   Subject 
                                       Re: [rt-users] solaris 10 syslog    
                                       woes                                
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           


Actually, for changes to lib and etc, you need only stop and start
apache. The mason cache is only for templates.





From jon.westholm at cint.com  Mon Feb 16 05:45:19 2009
From: jon.westholm at cint.com (Jon Westholm)
Date: Mon, 16 Feb 2009 11:45:19 +0100
Subject: [rt-users] Reply to a ticket for a support user
Message-ID: 

Hi all,
Total freshmen to RT and setting up my first instance that should run two queues. Currently I have configured two users as support persons. RT sends the new ticket mail and also the case closed mail without any problems but;

-          As one of the support persons I cannot send a reply mail to the requestor. It just becomes a comment in the ticket.

-          As root this works just fine.

I have added both of my users to the Global Super User feature and now I am running out of ways to configure all the permissions on queue, group, user, privileged and non privilege uses, etc

What am I missing. I want the support person to communicate with reply to the requestor.
Cheers!

// jon

Cut and paste of my system conf;
Loaded perl modules
Perl v5.8.8 under linux
  Apache2::Const v2.000002;
  Apache2::Log v2.000002;
  Apache2::RequestIO v2.000002;
  Apache2::RequestRec v2.000002;
  Apache2::RequestUtil v2.000002;
  Apache2::Response v2.000002;
  Apache2::ServerUtil v2.000002;
  Apache2::Status v4.00;
  Apache::Session v1.88;
  Apache::Session::Generate::MD5 v2.12;
  Apache::Session::Lock::MySQL v1.01;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.01;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  capitalization v0.03;
  Carp v1.04;
  CGI v3.42;
  CGI::Cookie v1.29;
  CGI::Util v1.5_01;
  Class::Accessor v0.31;
  Class::Accessor::Fast v0.31;
  Class::Container v0.12;
  Class::Data::Inheritable v0.08;
  Class::Inspector v1.23;
  Class::ReturnValue v0.55;
  Clone v0.30;
  constant v1.05;
  CSS::Squish v0.07;
  Cwd v3.29;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v3.0008;
  DBI v1.53;
  DBIx::SearchBuilder v1.54;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.20;
  Devel::StackTraceFrame v1.20;
  Devel::Symdump v2.08;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.04;
  Email::Address v1.889;
  Encode v2.26;
  Encode::Alias v2.10;
  Encode::Config v2.05;
  Encode::Encoding v2.05;
  Errno v1.0901;
  Exception::Class v1.26;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::ShareDir v1.00;
  File::Spec v3.29;
  File::Spec::Functions v3.29;
  File::Spec::Unix v3.29;
  File::Temp v0.21;
  FileHandle v2.01;
  GD v2.34;
  GD::Image v2.27;
  GraphViz v2.04;
  HTML::Element v3.23;
  HTML::Entities v3.57;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.40;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.59;
  HTML::Scrubber v0.08;
  HTML::Tagset v3.20;
  HTML::TreeBuilder v3.23;
  I18N::LangTags v0.35;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::Select v1.17;
  IO::Socket v1.29;
  IO::Socket::INET v1.29;
  IO::Socket::UNIX v1.22;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  IPC::Run v0.82;
  IPC::Run::Debug v0.82;
  IPC::Run::IO v0.82;
  IPC::Run::Timer v0.82;
  List::Util v1.19;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.10;
  Locale::Maketext::Lexicon v0.77;
  Locale::Maketext::Lexicon::Gettext v0.17;
  Log::Dispatch v2.22;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v2.04;
  Mail::Field v2.04;
  Mail::Field::AddrList v2.04;
  Mail::Field::Date v2.04;
  Mail::Field::Generic v2.04;
  Mail::Header v2.04;
  Mail::Internet v2.04;
  Mail::Mailer v2.04;
  Mail::Util v2.04;
  MIME::Base64 v3.07;
  MIME::Body v5.427;
  MIME::Decoder v5.427;
  MIME::Decoder::Base64 v5.427;
  MIME::Decoder::Binary v5.427;
  MIME::Decoder::NBit v5.427;
  MIME::Entity v5.427;
  MIME::Field::ContDisp v5.427;
  MIME::Field::ConTraEnc v5.427;
  MIME::Field::ContType v5.427;
  MIME::Field::ParamVal v5.427;
  MIME::Head v5.427;
  MIME::Parser v5.427;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.427;
  MIME::Words v5.427;
  mod_perl v2.000002;
  mod_perl2 v2.000002;
  ModPerl::Const v2.000002;
  Module::Versions::Report v1.06;
  Net::Cmd v2.29;
  Net::Config v1.11;
  Net::SMTP v2.31;
  overload v1.04;
  Params::Util v0.35;
  Params::Validate v0.91;
  PerlIO v1.04;
  PerlIO::scalar v0.04;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.122;
  Regexp::Common::delimited v2.106;
  Regexp::Common::URI v2.110;
  Regexp::Common::URI::fax v2.102;
  Regexp::Common::URI::file v2.102;
  Regexp::Common::URI::ftp v2.103;
  Regexp::Common::URI::gopher v2.102;
  Regexp::Common::URI::http v2.103;
  Regexp::Common::URI::news v2.102;
  Regexp::Common::URI::pop v2.102;
  Regexp::Common::URI::prospero v2.102;
  Regexp::Common::URI::RFC1035 v2.102;
  Regexp::Common::URI::RFC1738 v2.106;
  Regexp::Common::URI::RFC1808 v2.102;
  Regexp::Common::URI::RFC2384 v2.104;
  Regexp::Common::URI::RFC2396 v2.102;
  Regexp::Common::URI::RFC2806 v2.102;
  Regexp::Common::URI::tel v2.102;
  Regexp::Common::URI::telnet v2.102;
  Regexp::Common::URI::tv v2.102;
  Regexp::Common::URI::wais v2.102;
  RT v3.8.2;
  RT::Interface::Email v2;
  RT::Interface::Web::Request v0.30;
  Scalar::Util v1.19;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.15;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.18;
  Text::Autoformat v1.13;
  Text::Quoted v2.05;
  Text::Reform v1.11;
  Text::Tabs v2005.0824;
  Text::Template v1.45;
  Text::Wrapper v1.02;
  Time::HiRes v1.86;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2006.0814;
  Time::Timezone v2006.0814;
  Time::Zone v2.22;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.11;
  URI v1.37;
  URI::Escape v3.29;
  URI::file v4.20;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;
RT Config
MaxInlineBody

12000

OldestTransactionsFirst

1

UsernameFormat

concise

ShowUnreadMessageNotifications

1

WebDefaultStylesheet

web2

MessageBoxRichText

1

PlainTextPre

0

MessageBoxRichTextHeight

200

MessageBoxWidth

72

MessageBoxHeight

15

ActiveStatus

new, open, stalled

Active_MakeClicky

AmbiguousDayInFuture

0

AmbiguousDayInPast

0

AutoLogoff

0

CanonicalizeOnCreate

0

CanonicalizeRedirectURLs

0

CommentAddress

CorrespondAddress

CustomFieldValuesSources

DashboardAddress

DashboardSubject

%s Dashboard: %s

DatabaseHost

localhost

DatabaseName

rt3

DatabasePassword

Password not printed

DatabasePort

DatabaseRTHost

localhost

DatabaseType

mysql

DatabaseUser

rt3

DateDayBeforeMonth

1

DateTimeFormat

DefaultFormat

DefaultSearchResultFormat

'__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__'

DefaultSummaryRows

10

DevelMode

0

EmailFrequency

Individual messages

EmailInputEncodings

utf-8, iso-8859-1, us-ascii

EmailOutputEncoding

utf-8

EnableReminders

1

ExtractSubjectTagMatch

Regexp

ExtractSubjectTagNoMatch

Regexp

ForwardFromUser

0

FriendlyFromLineFormat

"%s via RT" <%s>

FriendlyToLineFormat

"%s of rt.cint.com Ticket #%s":;

GnuPG

Enable, 0, AllowEncryptDataInDB, 0, OutgoingMessagesFormat, RFC

GnuPGOptions

homedir, /opt/rt3/var/data/gpg

HomepageComponents

QuickCreate, Quicksearch, MyAdminQueues, MySupportQueues, MyReminders, RefreshHomepage, Dashboards

InactiveStatus

resolved, rejected, deleted

LexiconLanguages

*

LinkTransactionsRun1Scrip

0

LogDir

/opt/rt3/var/log

LogStackTraces

LogToFileNamed

rt.log

LogToScreen

info

LogToSyslog

info

LogToSyslogConf

LogoURL

/NoAuth/images/bplogo.gif

LoopsToRTOwner

1

MailCommand

smtp

MailParams

MasonParameters

MaxAttachmentSize

10000000

MessageBoxIncludeSignature

1

MessageBoxWrap

HARD

MinimumPasswordLength

5

NetServerOptions

NotifyActor

0

Organization

rt.cint.com

OwnerEmail

root

PreviewScripMessages

0

RTAddressRegexp

^rt\@example.com$

RecordOutgoingEmail

1

RedistributeAutoGeneratedMessages

privileged

SMTPDebug

0

SMTPServer

smtp.stockholm.cint.com

SelfServiceRegex

Regexp

SendmailArguments

-oi -t

SendmailBounceArguments

-f "<>"

SendmailPath

/usr/sbin/sendmail

ShowBccHeader

0

ShowTransactionImages

1

StandaloneMaxServers

1

StandaloneMaxSpareServers

0

StandaloneMinServers

1

StandaloneMinSpareServers

0

StrictLinkACL

1

Timezone

US/Eastern

UseFriendlyFromLine

1

UseFriendlyToLine

0

UseTransactionBatch

1

WebBaseURL

http://localhost:80

WebDomain

localhost

WebFlushDbCacheEveryRequest

1

WebImagesURL

/NoAuth/images/

WebNoAuthRegex

Regexp

WebPath

WebPort

80

WebSecureCookies

0

WebURL

http://localhost:80/

WikiImplicitLinks

0

rtname

rt.cint.com

RT Variables
RT::BasePath

/opt/rt3

RT::BinPath

/opt/rt3/bin

RT::EtcPath

/opt/rt3/etc

RT::LocalEtcPath

/opt/rt3/local/etc

RT::LocalLexiconPath

/opt/rt3/local/po

RT::LocalLibPath

/opt/rt3/local/lib

RT::LocalPath

/opt/rt3/local

RT::LocalPluginPath

/opt/rt3/local/plugins

RT::MasonComponentRoot

/opt/rt3/share/html

RT::MasonDataDir

/opt/rt3/var/mason_data

RT::MasonLocalComponentRoot

/opt/rt3/local/html

RT::MasonSessionDir

/opt/rt3/var/session_data

RT::SbinPath

/opt/rt3/sbin

RT::VERSION

3.8.2

RT::VarPath

/opt/rt3/var

Perl configuration
Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
  Platform:
    osname=linux, osvers=2.6.24.4, archname=i486-linux-gnu-thread-multi
    uname='linux ninsei 2.6.24.4 #1 smp preempt fri apr 18 15:36:09 pdt 2008 i686 gnulinux '
    config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr -Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.8 -Dsitearch=/usr/local/lib/perl/5.8.8 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib -Dlibperl=libperl.so.5.8.8 -Dd_dosuid -des'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=define use5005threads=undef useithreads=define usemultiplicity=define
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=undef use64bitall=undef uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64',
    optimize='-O2',
    cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include'
    ccversion='', gccversion='4.1.2 20061115 (prerelease) (Debian 4.1.1-21)', gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='cc', ldflags =' -L/usr/local/lib'
    libpth=/usr/local/lib /lib /usr/lib
    libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt
    perllibs=-ldl -lm -lpthread -lc -lcrypt
    libc=/lib/libc-2.3.6.so, so=so, useshrplib=true, libperl=libperl.so.5.8.8
    gnulibc_version='2.3.6'
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E'
    cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'


Perl Include Paths (@INC)
/opt/rt3/bin/../local/lib
/opt/rt3/bin/../lib
/etc/perl
/usr/local/lib/perl/5.8.8
/usr/local/share/perl/5.8.8
/usr/lib/perl5
/usr/share/perl5
/usr/lib/perl/5.8
/usr/share/perl/5.8
/usr/local/lib/site_perl
.
/etc/apache2

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From ruslan.zakirov at gmail.com  Mon Feb 16 12:01:11 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 16 Feb 2009 20:01:11 +0300
Subject: [rt-users] Reply to a ticket for a support user
In-Reply-To: 
References: 
Message-ID: <589c94400902160901ib8c22a6na2aeb430a65c3fb4@mail.gmail.com>

ReplyToTicket right and pay attention to NotifyActor config option.
Sure you'll need scrip notify requestors on correspond with template
xxx.

On Mon, Feb 16, 2009 at 1:45 PM, Jon Westholm  wrote:
> Hi all,
>
> Total freshmen to RT and setting up my first instance that should run two
> queues. Currently I have configured two users as support persons. RT sends
> the new ticket mail and also the case closed mail without any problems but;
>
> -          As one of the support persons I cannot send a reply mail to the
> requestor. It just becomes a comment in the ticket.
>
> -          As root this works just fine.
>
>
>
> I have added both of my users to the Global Super User feature and now I am
> running out of ways to configure all the permissions on queue, group, user,
> privileged and non privilege uses, etc
>
>
>
> What am I missing. I want the support person to communicate with reply to
> the requestor.
>
> Cheers!
>
>
>
> // jon
>
>
>
> Cut and paste of my system conf;
>
> Loaded perl modules
>
> Perl v5.8.8 under linux
>   Apache2::Const v2.000002;
>   Apache2::Log v2.000002;
>   Apache2::RequestIO v2.000002;
>   Apache2::RequestRec v2.000002;
>   Apache2::RequestUtil v2.000002;
>   Apache2::Response v2.000002;
>   Apache2::ServerUtil v2.000002;
>   Apache2::Status v4.00;
>   Apache::Session v1.88;
>   Apache::Session::Generate::MD5 v2.12;
>   Apache::Session::Lock::MySQL v1.01;
>   Apache::Session::MySQL v1.01;
>   Apache::Session::Serialize::Storable v1.01;
>   Apache::Session::Store::DBI v1.02;
>   Apache::Session::Store::MySQL v1.04;
>   APR v0.009000;
>   APR::Pool v0.009000;
>   APR::Table v0.009000;
>   AutoLoader v5.60;
>   base v2.07;
>   bytes v1.02;
>   Cache::Simple::TimedExpiry v0.27;
>   capitalization v0.03;
>   Carp v1.04;
>   CGI v3.42;
>   CGI::Cookie v1.29;
>   CGI::Util v1.5_01;
>   Class::Accessor v0.31;
>   Class::Accessor::Fast v0.31;
>   Class::Container v0.12;
>   Class::Data::Inheritable v0.08;
>   Class::Inspector v1.23;
>   Class::ReturnValue v0.55;
>   Clone v0.30;
>   constant v1.05;
>   CSS::Squish v0.07;
>   Cwd v3.29;
>   Data::Dumper v2.121_08;
>   Date::Format v2.22;
>   Date::Parse v2.27;
>   DBD::mysql v3.0008;
>   DBI v1.53;
>   DBIx::SearchBuilder v1.54;
>   DBIx::SearchBuilder::Union v0;
>   DBIx::SearchBuilder::Unique v0.01;
>   Devel::StackTrace v1.20;
>   Devel::StackTraceFrame v1.20;
>   Devel::Symdump v2.08;
>   Digest::base v1.00;
>   Digest::MD5 v2.36;
>   DynaLoader v1.04;
>   Email::Address v1.889;
>   Encode v2.26;
>   Encode::Alias v2.10;
>   Encode::Config v2.05;
>   Encode::Encoding v2.05;
>   Errno v1.0901;
>   Exception::Class v1.26;
>   Exception::Class::Base v1.2;
>   Exporter v5.58;
>   Exporter::Heavy v5.58;
>   Fcntl v1.05;
>   File::Basename v2.74;
>   File::Glob v1.05;
>   File::Path v1.08;
>   File::ShareDir v1.00;
>   File::Spec v3.29;
>   File::Spec::Functions v3.29;
>   File::Spec::Unix v3.29;
>   File::Temp v0.21;
>   FileHandle v2.01;
>   GD v2.34;
>   GD::Image v2.27;
>   GraphViz v2.04;
>   HTML::Element v3.23;
>   HTML::Entities v3.57;
>   HTML::Formatter v2.04;
>   HTML::FormatText v2.04;
>   HTML::Mason v1.40;
>   HTML::Mason::ApacheHandler v1.69;
>   HTML::Mason::Exception v1.1;
>   HTML::Mason::Exception::Abort v1.1;
>   HTML::Mason::Exception::Compilation v1.1;
>   HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
>   HTML::Mason::Exception::Compiler v1.1;
>   HTML::Mason::Exception::Decline v1.1;
>   HTML::Mason::Exception::Params v1.1;
>   HTML::Mason::Exception::Syntax v1.1;
>   HTML::Mason::Exception::System v1.1;
>   HTML::Mason::Exception::TopLevelNotFound v1.1;
>   HTML::Mason::Exception::VirtualMethod v1.1;
>   HTML::Mason::Exceptions v1.43;
>   HTML::Parser v3.59;
>   HTML::Scrubber v0.08;
>   HTML::Tagset v3.20;
>   HTML::TreeBuilder v3.23;
>   I18N::LangTags v0.35;
>   integer v1.00;
>   IO v1.22;
>   IO::File v1.13;
>   IO::Handle v1.25;
>   IO::InnerFile v2.110;
>   IO::Lines v2.110;
>   IO::ScalarArray v2.110;
>   IO::Seekable v1.1;
>   IO::Select v1.17;
>   IO::Socket v1.29;
>   IO::Socket::INET v1.29;
>   IO::Socket::UNIX v1.22;
>   IO::WrapTie v2.110;
>   IPC::Open2 v1.02;
>   IPC::Open3 v1.02;
>   IPC::Run v0.82;
>   IPC::Run::Debug v0.82;
>   IPC::Run::IO v0.82;
>   IPC::Run::Timer v0.82;
>   List::Util v1.19;
>   Locale::Maketext v1.09;
>   Locale::Maketext::Fuzzy v0.10;
>   Locale::Maketext::Lexicon v0.77;
>   Locale::Maketext::Lexicon::Gettext v0.17;
>   Log::Dispatch v2.22;
>   Log::Dispatch::Base v1.09;
>   Log::Dispatch::Output v1.26;
>   Log::Dispatch::Screen v1.17;
>   Log::Dispatch::Syslog v1.18;
>   Mail::Address v2.04;
>   Mail::Field v2.04;
>   Mail::Field::AddrList v2.04;
>   Mail::Field::Date v2.04;
>   Mail::Field::Generic v2.04;
>   Mail::Header v2.04;
>   Mail::Internet v2.04;
>   Mail::Mailer v2.04;
>   Mail::Util v2.04;
>   MIME::Base64 v3.07;
>   MIME::Body v5.427;
>   MIME::Decoder v5.427;
>   MIME::Decoder::Base64 v5.427;
>   MIME::Decoder::Binary v5.427;
>   MIME::Decoder::NBit v5.427;
>   MIME::Entity v5.427;
>   MIME::Field::ContDisp v5.427;
>   MIME::Field::ConTraEnc v5.427;
>   MIME::Field::ContType v5.427;
>   MIME::Field::ParamVal v5.427;
>   MIME::Head v5.427;
>   MIME::Parser v5.427;
>   MIME::QuotedPrint v3.07;
>   MIME::Tools v5.427;
>   MIME::Words v5.427;
>   mod_perl v2.000002;
>   mod_perl2 v2.000002;
>   ModPerl::Const v2.000002;
>   Module::Versions::Report v1.06;
>   Net::Cmd v2.29;
>   Net::Config v1.11;
>   Net::SMTP v2.31;
>   overload v1.04;
>   Params::Util v0.35;
>   Params::Validate v0.91;
>   PerlIO v1.04;
>   PerlIO::scalar v0.04;
>   POSIX v1.09;
>   re v0.05;
>   Regexp::Common v2.122;
>   Regexp::Common::delimited v2.106;
>   Regexp::Common::URI v2.110;
>   Regexp::Common::URI::fax v2.102;
>   Regexp::Common::URI::file v2.102;
>   Regexp::Common::URI::ftp v2.103;
>   Regexp::Common::URI::gopher v2.102;
>   Regexp::Common::URI::http v2.103;
>   Regexp::Common::URI::news v2.102;
>   Regexp::Common::URI::pop v2.102;
>   Regexp::Common::URI::prospero v2.102;
>   Regexp::Common::URI::RFC1035 v2.102;
>   Regexp::Common::URI::RFC1738 v2.106;
>   Regexp::Common::URI::RFC1808 v2.102;
>   Regexp::Common::URI::RFC2384 v2.104;
>   Regexp::Common::URI::RFC2396 v2.102;
>   Regexp::Common::URI::RFC2806 v2.102;
>   Regexp::Common::URI::tel v2.102;
>   Regexp::Common::URI::telnet v2.102;
>   Regexp::Common::URI::tv v2.102;
>   Regexp::Common::URI::wais v2.102;
>   RT v3.8.2;
>   RT::Interface::Email v2;
>   RT::Interface::Web::Request v0.30;
>   Scalar::Util v1.19;
>   SelectSaver v1.01;
>   Socket v1.78;
>   Storable v2.15;
>   strict v1.03;
>   Symbol v1.06;
>   Sys::Syslog v0.18;
>   Text::Autoformat v1.13;
>   Text::Quoted v2.05;
>   Text::Reform v1.11;
>   Text::Tabs v2005.0824;
>   Text::Template v1.45;
>   Text::Wrapper v1.02;
>   Time::HiRes v1.86;
>   Time::JulianDay v2003.1125;
>   Time::Local v1.11;
>   Time::ParseDate v2006.0814;
>   Time::Timezone v2006.0814;
>   Time::Zone v2.22;
>   UNIVERSAL v1.01;
>   UNIVERSAL::require v0.11;
>   URI v1.37;
>   URI::Escape v3.29;
>   URI::file v4.20;
>   utf8 v1.06;
>   vars v1.01;
>   warnings v1.05;
>   warnings::register v1.01;
>   XSLoader v0.06;
>
> RT Config
>
> MaxInlineBody
>
> 12000
>
> OldestTransactionsFirst
>
> 1
>
> UsernameFormat
>
> concise
>
> ShowUnreadMessageNotifications
>
> 1
>
> WebDefaultStylesheet
>
> web2
>
> MessageBoxRichText
>
> 1
>
> PlainTextPre
>
> 0
>
> MessageBoxRichTextHeight
>
> 200
>
> MessageBoxWidth
>
> 72
>
> MessageBoxHeight
>
> 15
>
> ActiveStatus
>
> new, open, stalled
>
> Active_MakeClicky
>
> AmbiguousDayInFuture
>
> 0
>
> AmbiguousDayInPast
>
> 0
>
> AutoLogoff
>
> 0
>
> CanonicalizeOnCreate
>
> 0
>
> CanonicalizeRedirectURLs
>
> 0
>
> CommentAddress
>
> CorrespondAddress
>
> CustomFieldValuesSources
>
> DashboardAddress
>
> DashboardSubject
>
> %s Dashboard: %s
>
> DatabaseHost
>
> localhost
>
> DatabaseName
>
> rt3
>
> DatabasePassword
>
> Password not printed
>
> DatabasePort
>
> DatabaseRTHost
>
> localhost
>
> DatabaseType
>
> mysql
>
> DatabaseUser
>
> rt3
>
> DateDayBeforeMonth
>
> 1
>
> DateTimeFormat
>
> DefaultFormat
>
> DefaultSearchResultFormat
>
> ' HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#',
> ' HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject',
> Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
> '__Requestors__', '__CreatedRelative__',
> '__ToldRelative__', '__LastUpdatedRelative__',
> '__TimeLeft__'
>
> DefaultSummaryRows
>
> 10
>
> DevelMode
>
> 0
>
> EmailFrequency
>
> Individual messages
>
> EmailInputEncodings
>
> utf-8, iso-8859-1, us-ascii
>
> EmailOutputEncoding
>
> utf-8
>
> EnableReminders
>
> 1
>
> ExtractSubjectTagMatch
>
> Regexp
>
> ExtractSubjectTagNoMatch
>
> Regexp
>
> ForwardFromUser
>
> 0
>
> FriendlyFromLineFormat
>
> "%s via RT" <%s>
>
> FriendlyToLineFormat
>
> "%s of rt.cint.com Ticket #%s":;
>
> GnuPG
>
> Enable, 0, AllowEncryptDataInDB, 0, OutgoingMessagesFormat, RFC
>
> GnuPGOptions
>
> homedir, /opt/rt3/var/data/gpg
>
> HomepageComponents
>
> QuickCreate, Quicksearch, MyAdminQueues, MySupportQueues, MyReminders,
> RefreshHomepage, Dashboards
>
> InactiveStatus
>
> resolved, rejected, deleted
>
> LexiconLanguages
>
> *
>
> LinkTransactionsRun1Scrip
>
> 0
>
> LogDir
>
> /opt/rt3/var/log
>
> LogStackTraces
>
> LogToFileNamed
>
> rt.log
>
> LogToScreen
>
> info
>
> LogToSyslog
>
> info
>
> LogToSyslogConf
>
> LogoURL
>
> /NoAuth/images/bplogo.gif
>
> LoopsToRTOwner
>
> 1
>
> MailCommand
>
> smtp
>
> MailParams
>
> MasonParameters
>
> MaxAttachmentSize
>
> 10000000
>
> MessageBoxIncludeSignature
>
> 1
>
> MessageBoxWrap
>
> HARD
>
> MinimumPasswordLength
>
> 5
>
> NetServerOptions
>
> NotifyActor
>
> 0
>
> Organization
>
> rt.cint.com
>
> OwnerEmail
>
> root
>
> PreviewScripMessages
>
> 0
>
> RTAddressRegexp
>
> ^rt\@example.com$
>
> RecordOutgoingEmail
>
> 1
>
> RedistributeAutoGeneratedMessages
>
> privileged
>
> SMTPDebug
>
> 0
>
> SMTPServer
>
> smtp.stockholm.cint.com
>
> SelfServiceRegex
>
> Regexp
>
> SendmailArguments
>
> -oi -t
>
> SendmailBounceArguments
>
> -f "<>"
>
> SendmailPath
>
> /usr/sbin/sendmail
>
> ShowBccHeader
>
> 0
>
> ShowTransactionImages
>
> 1
>
> StandaloneMaxServers
>
> 1
>
> StandaloneMaxSpareServers
>
> 0
>
> StandaloneMinServers
>
> 1
>
> StandaloneMinSpareServers
>
> 0
>
> StrictLinkACL
>
> 1
>
> Timezone
>
> US/Eastern
>
> UseFriendlyFromLine
>
> 1
>
> UseFriendlyToLine
>
> 0
>
> UseTransactionBatch
>
> 1
>
> WebBaseURL
>
> http://localhost:80
>
> WebDomain
>
> localhost
>
> WebFlushDbCacheEveryRequest
>
> 1
>
> WebImagesURL
>
> /NoAuth/images/
>
> WebNoAuthRegex
>
> Regexp
>
> WebPath
>
> WebPort
>
> 80
>
> WebSecureCookies
>
> 0
>
> WebURL
>
> http://localhost:80/
>
> WikiImplicitLinks
>
> 0
>
> rtname
>
> rt.cint.com
>
> RT Variables
>
> RT::BasePath
>
> /opt/rt3
>
> RT::BinPath
>
> /opt/rt3/bin
>
> RT::EtcPath
>
> /opt/rt3/etc
>
> RT::LocalEtcPath
>
> /opt/rt3/local/etc
>
> RT::LocalLexiconPath
>
> /opt/rt3/local/po
>
> RT::LocalLibPath
>
> /opt/rt3/local/lib
>
> RT::LocalPath
>
> /opt/rt3/local
>
> RT::LocalPluginPath
>
> /opt/rt3/local/plugins
>
> RT::MasonComponentRoot
>
> /opt/rt3/share/html
>
> RT::MasonDataDir
>
> /opt/rt3/var/mason_data
>
> RT::MasonLocalComponentRoot
>
> /opt/rt3/local/html
>
> RT::MasonSessionDir
>
> /opt/rt3/var/session_data
>
> RT::SbinPath
>
> /opt/rt3/sbin
>
> RT::VERSION
>
> 3.8.2
>
> RT::VarPath
>
> /opt/rt3/var
>
> Perl configuration
>
> Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
>
>   Platform:
>
>     osname=linux, osvers=2.6.24.4, archname=i486-linux-gnu-thread-multi
>
>     uname='linux ninsei 2.6.24.4 #1 smp preempt fri apr 18 15:36:09 pdt 2008
> i686 gnulinux '
>
>     config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN
> -Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr
> -Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8
> -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5
> -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.8
> -Dsitearch=/usr/local/lib/perl/5.8.8 -Dman1dir=/usr/share/man/man1
> -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1
> -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl
> -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib
> -Dlibperl=libperl.so.5.8.8 -Dd_dosuid -des'
>
>     hint=recommended, useposix=true, d_sigaction=define
>
>     usethreads=define use5005threads=undef useithreads=define
> usemultiplicity=define
>
>     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>
>     use64bitint=undef use64bitall=undef uselongdouble=undef
>
>     usemymalloc=n, bincompat5005=undef
>
>   Compiler:
>
>     cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS
> -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE
> -D_FILE_OFFSET_BITS=64',
>
>     optimize='-O2',
>
>     cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN
> -fno-strict-aliasing -pipe -I/usr/local/include'
>
>     ccversion='', gccversion='4.1.2 20061115 (prerelease) (Debian
> 4.1.1-21)', gccosandvers=''
>
>     intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
>
>     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
>
>     ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
> lseeksize=8
>
>     alignbytes=4, prototype=define
>
>   Linker and Libraries:
>
>     ld='cc', ldflags =' -L/usr/local/lib'
>
>     libpth=/usr/local/lib /lib /usr/lib
>
>     libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt
>
>     perllibs=-ldl -lm -lpthread -lc -lcrypt
>
>     libc=/lib/libc-2.3.6.so, so=so, useshrplib=true,
> libperl=libperl.so.5.8.8
>
>     gnulibc_version='2.3.6'
>
>   Dynamic Linking:
>
>     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E'
>
>     cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'
>
>
>
>
>
> Perl Include Paths (@INC)
>
> /opt/rt3/bin/../local/lib
>
> /opt/rt3/bin/../lib
>
> /etc/perl
>
> /usr/local/lib/perl/5.8.8
>
> /usr/local/share/perl/5.8.8
>
> /usr/lib/perl5
>
> /usr/share/perl5
>
> /usr/lib/perl/5.8
>
> /usr/share/perl/5.8
>
> /usr/local/lib/site_perl
>
> .
>
> /etc/apache2
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 mathieu at closetwork.org  Mon Feb 16 12:20:38 2009
From: mathieu at closetwork.org (Mathieu Longtin)
Date: Mon, 16 Feb 2009 12:20:38 -0500
Subject: [rt-users] is it possible to demerge a ticket?
Message-ID: <539eb5520902160920r5475e2b6r23c8a88bdef8b010@mail.gmail.com>

Hi,

somebody here merged a ticket with another one, but shouldn't have. Is it
possible to split the tickets again?

Thanks

--
Mathieu Longtin
1-514-803-8977
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From elacour at easter-eggs.com  Mon Feb 16 12:28:54 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 16 Feb 2009 18:28:54 +0100
Subject: [rt-users] is it possible to demerge a ticket?
In-Reply-To: <539eb5520902160920r5475e2b6r23c8a88bdef8b010@mail.gmail.com>
References: <539eb5520902160920r5475e2b6r23c8a88bdef8b010@mail.gmail.com>
Message-ID: <20090216172853.GF15409@easter-eggs.com>

On Mon, Feb 16, 2009 at 12:20:38PM -0500, Mathieu Longtin wrote:
> Hi,
> 
> somebody here merged a ticket with another one, but shouldn't have. Is it
> possible to split the tickets again?
> 

It's a bit difficult but possible in the DB. See the FAQ entry on this
at http://wiki.bestpractical.com/.


From lars.k.klykken at met.no  Mon Feb 16 12:59:16 2009
From: lars.k.klykken at met.no (Lars Kristian Klykken)
Date: Mon, 16 Feb 2009 18:59:16 +0100
Subject: [rt-users] CanonicalizeUserInfo in Email.pm - "Name in use"
In-Reply-To: <20090129164157.GF21527@met.no>
References: <20090129164157.GF21527@met.no>
Message-ID: <20090216175916.GA18769@met.no>

On Thu, Jan 29, 2009 at 05:41:57PM +0100, Lars Kristian Klykken wrote:
> Users are properly authenticated on the web interface, and they also
> have no problem sending mail to RT, as long as they're using the email
> address defined in RT at createtime (or modified manually in the
> preferences), but as soon as they try to send an email to RT with one of
> the LDAP defined aliases (specified as 'mail' objects) it will be
> bounced with the reason 'Name in use'.

I have now solved this issue by rewriting the aliases through an LDAP
lookup on the MTA on the RT server. In this case, Postfix.

main.cf:
  local_header_rewrite_clients = hash:/etc/postfix/smtpservers
  sender_canonical_maps = ldap:/etc/postfix/canonical-ldap.cf

canonical-ldap.cf:
  server_host = ldap.example.com
  version = 3
  search_base = o=example.com
  query_filter = mailalternateaddress=%s
  result_attribute = mail
  domains = example.com

.../Bosse
-- 
Lars Kristian (Bosse) Klykken, Senior Engineer      Tel. +47 22963068
Server Operations / IT Division                     Fax. +47 22696355
Norwegian Meteorological Institute, Oslo            http://www.met.no


From cnelson at delivra.com  Mon Feb 16 14:10:44 2009
From: cnelson at delivra.com (Chris Nelson)
Date: Mon, 16 Feb 2009 14:10:44 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: 
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	
	<8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>
	
	
	<8e313b7a0902131028u3a09faf9naec90da3021599fb@mail.gmail.com>
	
	<8e313b7a0902131112q75d0dce6s867dc99637243991@mail.gmail.com>
	
	
Message-ID: <8e313b7a0902161110s7944c254v153c1b1d8dc39880@mail.gmail.com>

Thanks for all the help! I feel like you've really gone above and beyond
helping me sort this out!

Unfortunately, it's still not working (and I'm 95% sure it's all me).

Here's what I've done:

Created a file called *rt3/lib/RT/I18N/en_qaa.po*. That file contains the
following:
#: added 2/16/2009 by CN to modify a data label. According to
#: instructions at http://wiki.bestpractical.com/view/CustomizeLabel

msgid "Time Estimated"
msgstr "Billable Time"

I then tried SIGHUP and HUP at the command line and just got *-bash: HUP:
command not found* (which I think is just a function of me misunderstanding
what you're telling me to do to gracefully restart the server). So, I went
with the old standby of *sudo /etc/init.d/apache2 restart* and then removed
all the cookies in my browser associated with the Web site. When I started a
new session, logged back into the Web site, I still see *Time
Estimated*when I go to edit a ticket.

Thanks so much for sticking with me on this problem!
-Chris

On Fri, Feb 13, 2009 at 2:47 PM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> On Fri, Feb 13, 2009 at 14:32, Jerrad Pierce
>  wrote:
> > On Fri, Feb 13, 2009 at 14:12, Chris Nelson  wrote:
> >> It REALLY didn't like that. I wasn't able to start apache with that
> file. I
> >> had to delete the file to get it to start again.
> > Any information from error logs to report? Did you not copy I18N/
> i_default.pm
> > to local too?
> >
> > I did, and works fine for me.
> Actually, to clarify, see:
> http://wiki.bestpractical.com/view/CustomizeLabel
>
> This may not be the sanctioned way/what Best Practical had in mind,
> but it seems close, and it works. Others are welcome to make corrections.
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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From cnelson at delivra.com  Mon Feb 16 15:04:06 2009
From: cnelson at delivra.com (Chris Nelson)
Date: Mon, 16 Feb 2009 15:04:06 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: <8e313b7a0902161110s7944c254v153c1b1d8dc39880@mail.gmail.com>
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	<8e313b7a0902131006qb7147d7sbee610677e63d78d@mail.gmail.com>
	
	
	<8e313b7a0902131028u3a09faf9naec90da3021599fb@mail.gmail.com>
	
	<8e313b7a0902131112q75d0dce6s867dc99637243991@mail.gmail.com>
	
	
	<8e313b7a0902161110s7944c254v153c1b1d8dc39880@mail.gmail.com>
Message-ID: <8e313b7a0902161204q7e5a6611l135d308e063abe0b@mail.gmail.com>

Ok. I added the lines:
msgid "Time Estimated"
msgstr "Billable Time"

to the bottom of *rt3/lib/RT/I18N/en.po*, restarted apache, and it worked
like a champ! Is there a way to get RT to use the en_qaa.po file so that
upgrades won't destroy those changes?

Thanks so very much for the help!
-Chris

On Mon, Feb 16, 2009 at 2:10 PM, Chris Nelson  wrote:

> Thanks for all the help! I feel like you've really gone above and beyond
> helping me sort this out!
>
> Unfortunately, it's still not working (and I'm 95% sure it's all me).
>
> Here's what I've done:
>
> Created a file called *rt3/lib/RT/I18N/en_qaa.po*. That file contains the
> following:
> #: added 2/16/2009 by CN to modify a data label. According to
> #: instructions at http://wiki.bestpractical.com/view/CustomizeLabel
>
> msgid "Time Estimated"
> msgstr "Billable Time"
>
> I then tried SIGHUP and HUP at the command line and just got *-bash: HUP:
> command not found* (which I think is just a function of me
> misunderstanding what you're telling me to do to gracefully restart the
> server). So, I went with the old standby of *sudo /etc/init.d/apache2
> restart* and then removed all the cookies in my browser associated with
> the Web site. When I started a new session, logged back into the Web site, I
> still see *Time Estimated* when I go to edit a ticket.
>
> Thanks so much for sticking with me on this problem!
> -Chris
>
>
> On Fri, Feb 13, 2009 at 2:47 PM, Jerrad Pierce <
> jpierce at cambridgeenergyalliance.org> wrote:
>
>> On Fri, Feb 13, 2009 at 14:32, Jerrad Pierce
>>  wrote:
>> > On Fri, Feb 13, 2009 at 14:12, Chris Nelson 
>> wrote:
>> >> It REALLY didn't like that. I wasn't able to start apache with that
>> file. I
>> >> had to delete the file to get it to start again.
>> > Any information from error logs to report? Did you not copy I18N/
>> i_default.pm
>> > to local too?
>> >
>> > I did, and works fine for me.
>> Actually, to clarify, see:
>> http://wiki.bestpractical.com/view/CustomizeLabel
>>
>> This may not be the sanctioned way/what Best Practical had in mind,
>> but it seems close, and it works. Others are welcome to make corrections.
>>
>> --
>> Cambridge Energy Alliance: Save money. Save the planet.
>>
>
>
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From cnelson at delivra.com  Mon Feb 16 15:06:49 2009
From: cnelson at delivra.com (Chris Nelson)
Date: Mon, 16 Feb 2009 15:06:49 -0500
Subject: [rt-users] Modifying Quick Search in RT 3.8.1
In-Reply-To: <8e313b7a0902131016k78b5acc1h97753737fdd411df@mail.gmail.com>
References: <8e313b7a0902130840x4b18b69ah9149f5dba0300244@mail.gmail.com>
	
	<8e313b7a0902131016k78b5acc1h97753737fdd411df@mail.gmail.com>
Message-ID: <8e313b7a0902161206m6c9b8933hf299639309aad9ce@mail.gmail.com>

OK. I was able to solve the last problem here as well!

I went to *rt3/share/html/Elements/QueueSummary* and added *OR Status =
'staged'* to the following line:
%   my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new' OR Status
= 'stalled' OR Status = 'staged')";

I imagine this isn't the best way to do this as it will be overwritten if we
do any upgrades. Is there a config file I can put this in?

Thanks so very much for all the help!
-Chris

%   my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new' OR Status
= 'stalled' OR Status = 'stalled')";

On Fri, Feb 13, 2009 at 1:16 PM, Chris Nelson  wrote:

> Sweet. I was able to figure out that page no problem and after a quick
> restart of Apache2, staged now shows in the quick search.
>
> Interestingly, I had already added the line:
> Set(@ActiveStatus, qw(new open stalled staged));
> to RT_SiteConfig.pm and it still isn't showing up in those queries...
>
> Any other thoughts on solving the second issue?
> -Chris
>
>
> On Fri, Feb 13, 2009 at 1:04 PM, Jerrad Pierce <
> jpierce at cambridgeenergyalliance.org> wrote:
>
>> > We want to add a column to the Quick Search on the RT at a Glance screen
>> for
>> > Staged. So, across the top of Quick Search you would see Queue New Open
>> > Stalled Staged. I have hunted and hunted and can't figure out how to do
>> > that. Is it possible?
>> You have to be root to edit the global queries for widgets on the front
>> page,
>> but Quicksearch appears to be special, and apparently requires tweaking
>> a local copy of share/html/Elements/Quicksearch; it's a simple file
>> though.
>>
>> > Once you click on a queue, we want to ensure that tickets with a status
>> of
>> > staged show up in the list.
>> Add Staged to @ActiveStatus in RT_SiteConfig.pm
>> (copying from RT_Config.pm as necessary)
>>
>> --
>> Cambridge Energy Alliance: Save money. Save the planet.
>>
>
>
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From jpierce at cambridgeenergyalliance.org  Mon Feb 16 15:44:26 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 16 Feb 2009 15:44:26 -0500
Subject: [rt-users] Modifying Data Label in RT 3.8.1
In-Reply-To: <8e313b7a0902161204q7e5a6611l135d308e063abe0b@mail.gmail.com>
References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com>
	
	
	<8e313b7a0902131028u3a09faf9naec90da3021599fb@mail.gmail.com>
	
	<8e313b7a0902131112q75d0dce6s867dc99637243991@mail.gmail.com>
	
	
	<8e313b7a0902161110s7944c254v153c1b1d8dc39880@mail.gmail.com>
	<8e313b7a0902161204q7e5a6611l135d308e063abe0b@mail.gmail.com>
Message-ID: 

On Mon, Feb 16, 2009 at 15:04, Chris Nelson  wrote:
> to the bottom of rt3/lib/RT/I18N/en.po, restarted apache, and it worked like
> a champ! Is there a way to get RT to use the en_qaa.po file so that upgrades
> won't destroy those changes?
Yes, you have to set your language to that dialect in user preferences.
You should also be able to set the system default language to that dialect.

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


From mnagel at willingminds.com  Mon Feb 16 15:36:00 2009
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Mon, 16 Feb 2009 12:36:00 -0800
Subject: [rt-users] Modifying Quick Search in RT 3.8.1
In-Reply-To: <8e313b7a0902161206m6c9b8933hf299639309aad9ce@mail.gmail.com>
References: <8e313b7a0902130840x4b18b69ah9149f5dba0300244@mail.gmail.com>
	
	<8e313b7a0902131016k78b5acc1h97753737fdd411df@mail.gmail.com>
	<8e313b7a0902161206m6c9b8933hf299639309aad9ce@mail.gmail.com>
Message-ID: <4999CE30.1000504@willingminds.com>

Chris Nelson wrote:
> OK. I was able to solve the last problem here as well!
>
> I went to *rt3/share/html/Elements/QueueSummary* and added *OR Status
> = 'staged'* to the following line:
> %   my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new' OR
> Status = 'stalled' OR Status = 'staged')";
>
> I imagine this isn't the best way to do this as it will be overwritten
> if we do any upgrades. Is there a config file I can put this in?

I'd posted a patch for this that was accepted (not sure if it is 3.8.2,
but could be) so all you should have to change us QuickSearch -- the
line above becomes:

my $all_q = $queue_cond . "(" . join(" OR ", map { $_->{cond} }
@$conditions) . ")";

Then, all you need to do is add to the conditions list in QuickSearch.

Regards,
Mark

-- 
Mark D. Nagel, CCIE #3177 
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 949-623-9854

*** Please send support requests to support at willingminds.com! *** 



From toml at bitstatement.net  Mon Feb 16 16:40:14 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 16 Feb 2009 13:40:14 -0800
Subject: [rt-users] ruby -> REST
Message-ID: <4999DD3E.9070401@bitstatement.net>

I am working on some code in ruby that accesses the REST interface.  I am
running RT 3.8.2.  I am able to login, save cookies, and retrieve tickets
and history without problems.

My problem starts when I try to use REST to add a comment/correspondence to
a ticket.  The following code:

----------------------------------------------------
url = "#{REST}ticket/846/comment"
req = Net::HTTP::Post.new(url)
req.add_field 'User-Agent',UA
req.add_field 'Cookie',cookie
req.set_form_data( { "Action" => "comment",
                     "Text" => "This is some text" } )

response,data = http.request(req)

puts response.code + " "  + response.message
puts "Data: "
puts data
----------------------------------------------------

produces this output:

====================================================
200 OK
Data:
no value sent for required parameter 'changes'
Stack:
  [/opt/rt38/share/html/REST/1.0/dhandler:285]
  [/opt/rt38/share/html/REST/1.0/autohandler:54]
  [/opt/rt38/share/html/autohandler:311]
====================================================

I've looked at /opt/rt38/share/html/REST/1.0/dhandler line 285 and there is
a method call $m->comp with no mention of a parameter named 'changes', which
is quite possibly the problem. Later in the file there is another $m->comp
call that has a 'changes' parameter.

I suspect this is a bug in share/html/REST/1.0/dhandler.  But what I don't
understand is why the RT command line tool can do it and I can't.  Anyone
else run into this?



-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Mon Feb 16 18:36:38 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 16 Feb 2009 15:36:38 -0800
Subject: [rt-users] ruby -> REST
In-Reply-To: <4999DD3E.9070401@bitstatement.net>
References: <4999DD3E.9070401@bitstatement.net>
Message-ID: <4999F886.5080005@bitstatement.net>

Tom Lahti wrote:
> I am working on some code in ruby that accesses the REST interface.

I've re-written the whole thing using the rest_client ruby gem, and
essentially the same results, but I get more info out of what's going on:

# ./resttest2.rb
--------------------- Request headers
{"User-Agent"=>"Mozilla/5.0 fake 0.1",
 "Content-Type"=>"application/x-www-form-urlencoded",
 :content_type=>"application/x-www-form-urlencoded",
 "Cookie"=>"RT_SID_xxxx.net.443=[a_hex_session_id]"}
--------------------- Request payload
"Ticket=846&Text=This%20is%20yet%20another%20test."
=====================
--------------------- Response headers
{:server=>
  "Apache/[snip] mod_perl/2.0.3 Perl/v5.8.8",
 :date=>"Mon, 16 Feb 2009 23:24:29 GMT",
 :transfer_encoding=>"chunked",
 :content_type=>"text/plain; charset=utf-8"}
--------------------- Response Payload
no value sent for required parameter 'changes'
Stack:
  [/opt/rt38/share/html/REST/1.0/dhandler:285]
  [/opt/rt38/share/html/REST/1.0/autohandler:54]
  [/opt/rt38/share/html/autohandler:311]


Is it permissible to POST to the REST interface using content type
application/x-www-form-urlencoded?  It would seem that the RT CLI does
something else but its difficult for me to figure out what.

Should I be asking about this on rt-devel instead?

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From Joel.Schuweiler at schmoozecom.com  Mon Feb 16 19:11:30 2009
From: Joel.Schuweiler at schmoozecom.com (Joel Schuweiler)
Date: Mon, 16 Feb 2009 18:11:30 -0600
Subject: [rt-users] Set a ticket custom field based on a User Custom field
	scrip action
Message-ID: <04F770AE4B9BEC4FBDF9C306CFF44F27754D574B9C@schmoozecom1.schmooze.schmoozecom.com>

Here's the scenario:

1)       A User has a custom field called Billable with two choices, yes, and no.
2)       User creates ticket
3)       Scrip checks Billable and sets ticket billable if user is billable


I'm having a bit of trouble figuring out how I can access the custom field belonging to the user however, anyone have thoughts on this?

-Joel

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From toml at bitstatement.net  Mon Feb 16 21:43:59 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 16 Feb 2009 18:43:59 -0800
Subject: [rt-users] ruby -> REST
In-Reply-To: <4999F886.5080005@bitstatement.net>
References: <4999DD3E.9070401@bitstatement.net>
	<4999F886.5080005@bitstatement.net>
Message-ID: <499A246F.6030807@bitstatement.net>

> no value sent for required parameter 'changes'
> Stack:
>   [/opt/rt38/share/html/REST/1.0/dhandler:285]
>   [/opt/rt38/share/html/REST/1.0/autohandler:54]
>   [/opt/rt38/share/html/autohandler:311]

I seem to have figured this out.  You can use
application/x-www-form-urlencoded, but you have to create a single form
field named "content", and it must contain the entire form in RFC822 format.

I didn't really see that documented anywhere I was looking, so perhaps the
documentation is somewhat lacking.

For example, where I had this:

req.set_form_data( { "Action" => "comment",
                     "Text" => "This is some text" } )

I changed to this:

req.set_form_data( { "content" => "Action: comment\nText: This is some text" })

and it works as desired.

For the "Text" parameter in the content, if you want to add a multi-line
comment it seems you have to have white-space at the beginning of
continuation lines, otherwise the RT "form parser" in the REST interface
thinks its a syntax error; any line with a character in the first column is
expected to be a field name within the form.

It also seems bizarre to me to implement the interface that way.  Basically
its like making a web page with a single text area named "content" and then
requiring formatting within that one field.  Why not have the REST interface
have discrete fields?  Coding to it would be certainly be cleaner.  Maybe
for /REST/2.0/ ? :)

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From alberto.villanueva at altran.es  Tue Feb 17 03:21:27 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 17 Feb 2009 09:21:27 +0100
Subject: [rt-users] Remove a ticket
Message-ID: 

Hi all,

 

I would to remove all tickets, but I don't remove the whole database. Does
someone know which the best manner to do that?

 

I have a solution, but I don't know if it's the best:

 

mysql -p



use 

delete * from Transactions;

delete * from Tickets;

 

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

 

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From elacour at easter-eggs.com  Tue Feb 17 03:23:35 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 17 Feb 2009 09:23:35 +0100
Subject: [rt-users] Set a ticket custom field based on a User
	Custom	field scrip action
In-Reply-To: <04F770AE4B9BEC4FBDF9C306CFF44F27754D574B9C@schmoozecom1.schmooze.schmoozecom.com>
References: <04F770AE4B9BEC4FBDF9C306CFF44F27754D574B9C@schmoozecom1.schmooze.schmoozecom.com>
Message-ID: <20090217082335.GA27872@easter-eggs.com>

On Mon, Feb 16, 2009 at 06:11:30PM -0600, Joel Schuweiler wrote:
> Here's the scenario:
> 
> 1)       A User has a custom field called Billable with two choices, yes, and no.
> 2)       User creates ticket
> 3)       Scrip checks Billable and sets ticket billable if user is billable
> 
> 
> I'm having a bit of trouble figuring out how I can access the custom
> field belonging to the user however, anyone have thoughts on this?
> 

Something like this I think:

my $billable = $self->TransactionObj->Creator->FirstCustomFieldValue ( 'Billable' );



From elacour at easter-eggs.com  Tue Feb 17 03:26:12 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 17 Feb 2009 09:26:12 +0100
Subject: [rt-users] Remove a ticket
In-Reply-To: 
References: 
Message-ID: <20090217082611.GB27872@easter-eggs.com>

On Tue, Feb 17, 2009 at 09:21:27AM +0100, Alberto Villanueva wrote:
> Hi all,
> 
>  
> 
> I would to remove all tickets, but I don't remove the whole database. Does
> someone know which the best manner to do that?
> 
>  
> 

You can use RTx::Shredder for this (as a module from CPAN if RT < 3.8,
included in 3.8.x).



From alberto.villanueva at altran.es  Tue Feb 17 05:02:53 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 17 Feb 2009 11:02:53 +0100
Subject: [rt-users] Remove a ticket
In-Reply-To: <20090217082611.GB27872@easter-eggs.com>
References: 
	<20090217082611.GB27872@easter-eggs.com>
Message-ID: 

Hi,

When I execute the sentence (rt-shredder --force -plugin 'Tickets=status,new'),
I get the next error:

[warning]: RT::CachedGroupMember-12--- bla,bla,bla

I'sorry by the "warning".

Any idea??

Thanks a lot!

Regards,

ALBERTO VILLANUEVA VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Emmanuel Lacour
Enviado el: martes, 17 de febrero de 2009 9:26
Para: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] Remove a ticket

On Tue, Feb 17, 2009 at 09:21:27AM +0100, Alberto Villanueva wrote:
> Hi all,
> 
>  
> 
> I would to remove all tickets, but I don't remove the whole database. Does
> someone know which the best manner to do that?
> 
>  
> 

You can use RTx::Shredder for this (as a module from CPAN if RT < 3.8,
included in 3.8.x).

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 alberto.villanueva at altran.es  Tue Feb 17 05:06:04 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 17 Feb 2009 11:06:04 +0100
Subject: [rt-users] Remove a ticket
In-Reply-To: 
References: <20090217082611.GB27872@easter-eggs.com>
	
Message-ID: 

I also created the indexes:

CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled);
    CREATE INDEX SHREDDER_CGM2 ON CachedGroupMembers(ImmediateParentId,
MemberId);

    CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId);

    CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference);
    CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference);
    CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue);
    CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue);

Saludos,

ALBERTO VILLANUEVA VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Alberto
Villanueva
Enviado el: martes, 17 de febrero de 2009 11:03
Para: 'Emmanuel Lacour'; rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] Remove a ticket

Hi,

When I execute the sentence (rt-shredder --force -plugin 'Tickets=status,new'),
I get the next error:

[warning]: RT::CachedGroupMember-12--- bla,bla,bla

I'sorry by the "warning".

Any idea??

Thanks a lot!

Regards,

ALBERTO VILLANUEVA VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Emmanuel Lacour
Enviado el: martes, 17 de febrero de 2009 9:26
Para: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] Remove a ticket

On Tue, Feb 17, 2009 at 09:21:27AM +0100, Alberto Villanueva wrote:
> Hi all,
> 
>  
> 
> I would to remove all tickets, but I don't remove the whole database. Does
> someone know which the best manner to do that?
> 
>  
> 

You can use RTx::Shredder for this (as a module from CPAN if RT < 3.8,
included in 3.8.x).

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 Jim.Tambling at datatote.co.uk  Tue Feb 17 07:12:20 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Tue, 17 Feb 2009 12:12:20 -0000
Subject: [rt-users] Global CustomField not displaying
Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBB8@mail.sys.internal>

Hello
 
I have created a custom field to appear in all tickets. I have enabled
it globally for all queues but it does not appear in any new ticket.
Where am I going wrong?
 
Regards, Jim
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From c_apotla at qualcomm.com  Tue Feb 17 07:42:27 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Tue, 17 Feb 2009 04:42:27 -0800
Subject: [rt-users] Global CustomField not displaying
In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBB8@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE070133FBB8@mail.sys.internal>
Message-ID: 

Hi
Did you apply the group-rights and the user-rights with ShowCustomField and ModifyCustomField rights?
Might be worth a look.

-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Tambling [Jim.Tambling at datatote.co.uk]
Sent: Tuesday, February 17, 2009 5:42 PM
To: rt-users at bestpractical.com
Subject: [rt-users] Global CustomField not displaying

Hello

I have created a custom field to appear in all tickets. I have enabled it globally for all queues but it does not appear in any new ticket. Where am I going wrong?

Regards, Jim


From Jim.Tambling at datatote.co.uk  Tue Feb 17 07:52:11 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Tue, 17 Feb 2009 12:52:11 -0000
Subject: [rt-users] Global CustomField not displaying
References: <72D9E13A8FC8994794D448E91198AE070133FBB8@mail.sys.internal>
	
Message-ID: <72D9E13A8FC8994794D448E91198AE070144C4AD@mail.sys.internal>

Thank you sir, that worked :)



-----Original Message-----
From: Potla, Ashish Bassaliel [mailto:c_apotla at qualcomm.com] 
Sent: 17 February 2009 12:42
To: Jim Tambling; rt-users at bestpractical.com
Subject: RE: Global CustomField not displaying

Hi
Did you apply the group-rights and the user-rights with ShowCustomField
and ModifyCustomField rights?
Might be worth a look.

-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com
[rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Tambling
[Jim.Tambling at datatote.co.uk]
Sent: Tuesday, February 17, 2009 5:42 PM
To: rt-users at bestpractical.com
Subject: [rt-users] Global CustomField not displaying

Hello

I have created a custom field to appear in all tickets. I have enabled
it globally for all queues but it does not appear in any new ticket.
Where am I going wrong?

Regards, Jim

No virus found in this incoming message.
Checked by AVG - www.avg.com 
Version: 8.0.237 / Virus Database: 270.10.23/1952 - Release Date:
02/16/09 18:31:00


From Joel.Schuweiler at schmoozecom.com  Tue Feb 17 09:08:50 2009
From: Joel.Schuweiler at schmoozecom.com (Joel Schuweiler)
Date: Tue, 17 Feb 2009 08:08:50 -0600
Subject: [rt-users] Set a ticket custom field based on a
	User	Custom	field scrip action
In-Reply-To: <20090217082335.GA27872@easter-eggs.com>
Message-ID: <04F770AE4B9BEC4FBDF9C306CFF44F27754D574BA4@schmoozecom1.schmooze.schmoozecom.com>

[Tue Feb 17 14:06:09 2009] [error]: Scrip 67 Prepare failed: Can't call method "FirstCustomFieldValue" without a package or object reference at (eval 932) line 1.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: Tuesday, February 17, 2009 2:24 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Set a ticket custom field based on a User Custom field scrip action

On Mon, Feb 16, 2009 at 06:11:30PM -0600, Joel Schuweiler wrote:
> Here's the scenario:
> 
> 1)       A User has a custom field called Billable with two choices, yes, and no.
> 2)       User creates ticket
> 3)       Scrip checks Billable and sets ticket billable if user is billable
> 
> 
> I'm having a bit of trouble figuring out how I can access the custom
> field belonging to the user however, anyone have thoughts on this?
> 

Something like this I think:

my $billable = $self->TransactionObj->Creator->FirstCustomFieldValue ( 'Billable' );

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 Marcin.Stangel at framestore.com  Tue Feb 17 09:13:12 2009
From: Marcin.Stangel at framestore.com (Marcin Stangel)
Date: Tue, 17 Feb 2009 14:13:12 +0000
Subject: [rt-users] [Fwd: quick configuration question...]
Message-ID: <499AC5F8.1010705@framestore.com>

Hi there!

I have RT system (3.8.1) running on RHEL 5 64bit server, using apache
2.23. For authentication I use the plugin RT::Authen::ExternalAuth to
authenticate against Active Directory and it all works great...but...

We wanted to make it even more simply and to utilize Kerbreros.

Our Linux Servers and workstations are using a piece of software called
vintela, wchich brings some AD goodness to Linux world... The server on
which apache is running is using vintela (VAS) services, including
Kerberos (server is in the AD domain), and apache is configured to use
mod_auth_vas which utilizes Kerberos.

My question is:
What should I change in my RT_SiteConfig.pm to have RT using basin
apache authentication ?

I tried to configure our site to use apache authentication (because
apache is already configured for kerberos) like this:

Set($WebExternalAuth , 1);
Set($WebFallbackToInternalAuth , 1);
Set($WebExternalAuto , 1);

but this didn't work - when loggin in, it just shows an empty index page
  with no tickets - just nothing...


Is there anything else I need to do? Maybe something to add to virtual
host definition ?



my virtual host configuration for this RT instance is like this:


     ServerName rt.our-domain
     ServerAlias rt
     DocumentRoot /var/systems-rt/share/html

     ErrorLog /var/log/httpd/systems-rt-error.log
     CustomLog /var/log/httpd/systems-rt-access.log common

PerlOptions +Parent
PerlModule Apache2::RequestRec Apache2::compat
PerlModule Apache::DBI
PerlRequire /var/systems-rt/bin/webmux.pl
PerlSetVar MasonArgsMethod CGI

# Normally a request for a directory will be rewritten to index.html
# (or similar) by default if that file exists. For some reason this does
# not happen with the handler being set to perl-script. We thus have to
# do it ourselves using mod_rewrite.

RewriteEngine on

RewriteRule ^/(.*)$ /var/systems-rt/share/html/$1

RewriteCond %{REQUEST_FILENAME} -d
RewriteRule ^(/var/systems-rt/share/html.*)/$ $1/index.html

# We need this to prevent requests for images being sent through to
# the RT::Mason handler.


SetHandler default-handler



SetHandler perl-script
PerlHandler RT::Mason





would be great to get some clues/hints.

regards,
Marcin


-- 
Marcin Stangel
www.framestore.com
Systems Support
19-23 Wells Street
London W1T 3PQ
+44 (0)20 7106 2544




From elacour at easter-eggs.com  Tue Feb 17 09:22:59 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 17 Feb 2009 15:22:59 +0100
Subject: [rt-users] Set a ticket custom field based on a User
	Custom	field scrip action
In-Reply-To: <04F770AE4B9BEC4FBDF9C306CFF44F27754D574BA4@schmoozecom1.schmooze.schmoozecom.com>
References: <20090217082335.GA27872@easter-eggs.com>
	<04F770AE4B9BEC4FBDF9C306CFF44F27754D574BA4@schmoozecom1.schmooze.schmoozecom.com>
Message-ID: <20090217142258.GJ27872@easter-eggs.com>

On Tue, Feb 17, 2009 at 08:08:50AM -0600, Joel Schuweiler wrote:
> [Tue Feb 17 14:06:09 2009] [error]: Scrip 67 Prepare failed: Can't call method "FirstCustomFieldValue" without a package or object reference at (eval 932) line 1.
> 
> my $billable = $self->TransactionObj->Creator->FirstCustomFieldValue ( 'Billable' );
> 

try:

my $billable_obj = $self->TransactionObj->Creator->CustomFieldValues ( 'Billable' );
my $billable = $billable_obj->First;

(maybe ->First->Content).

I'm sorry I have no time to test what I'm writing ;)



From rfh at vialtus.com  Tue Feb 17 09:46:53 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 17 Feb 2009 14:46:53 +0000
Subject: [rt-users] Set a ticket custom field based on a
 User	Custom	field scrip action
In-Reply-To: <20090217142258.GJ27872@easter-eggs.com>
References: <20090217082335.GA27872@easter-eggs.com>	<04F770AE4B9BEC4FBDF9C306CFF44F27754D574BA4@schmoozecom1.schmooze.schmoozecom.com>
	<20090217142258.GJ27872@easter-eggs.com>
Message-ID: <499ACDDD.1050104@vialtus.com>

Or maybe :

my $billable = $self->TransactionObj->CreatorObj->FirstCustomFieldValue('Billable');

note the (Obj) at the end of Creator

Regards;
Roy


Emmanuel Lacour wrote:
> On Tue, Feb 17, 2009 at 08:08:50AM -0600, Joel Schuweiler wrote:
>   
>> [Tue Feb 17 14:06:09 2009] [error]: Scrip 67 Prepare failed: Can't call method "FirstCustomFieldValue" without a package or object reference at (eval 932) line 1.
>>
>> my $billable = $self->TransactionObj->Creator->FirstCustomFieldValue ( 'Billable' );
>>
>>     
>
> try:
>
> my $billable_obj = $self->TransactionObj->Creator->CustomFieldValues ( 'Billable' );
> my $billable = $billable_obj->First;
>
> (maybe ->First->Content).
>
> I'm sorry I have no time to test what I'm writing ;)
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   





From jesse at bestpractical.com  Tue Feb 17 09:50:41 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 17 Feb 2009 09:50:41 -0500
Subject: [rt-users] ruby -> REST
In-Reply-To: <499A246F.6030807@bitstatement.net>
References: <4999DD3E.9070401@bitstatement.net>
	<4999F886.5080005@bitstatement.net>
	<499A246F.6030807@bitstatement.net>
Message-ID: <20090217145041.GE11561@174-147-210-21.pools.spcsdns.net>



> It also seems bizarre to me to implement the interface that way.  Basically
> its like making a web page with a single text area named "content" and then
> requiring formatting within that one field.  Why not have the REST interface
> have discrete fields?  Coding to it would be certainly be cleaner.  Maybe
> for /REST/2.0/ ?

When it was implemented in 2002(?) or so, REST best practices were much
less clear. And the initial design goal involved being able to implement
a commandline client as a shell script with wget and a text editor.
RFC822-encoded forms were a very straight forward way to get from A to
B.

If I were doing it today[1], I'd do it differently.


    -Jesse

[1] And indeed, RT4 is based on Jifty and serves up both the legacy /REST/1.0 interface and Jifty's much more modern REST interface: http://cpansearch.perl.org/src/SARTAK/Jifty-0.80408/lib/Jifty/Plugin/REST/Dispatcher.pm
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From mathieu at closetwork.org  Tue Feb 17 10:32:18 2009
From: mathieu at closetwork.org (Mathieu Longtin)
Date: Tue, 17 Feb 2009 10:32:18 -0500
Subject: [rt-users] is it possible to demerge a ticket?
In-Reply-To: <20090216172853.GF15409@easter-eggs.com>
References: <539eb5520902160920r5475e2b6r23c8a88bdef8b010@mail.gmail.com>
	<20090216172853.GF15409@easter-eggs.com>
Message-ID: <539eb5520902170732m2fb7c36ckad7a6a3686a87601@mail.gmail.com>

Thanks, that worked.

Go in the DB, change the effectiveid of the ticket back to its ID. It could
be easier, but not the end of the world.

--
Mathieu Longtin
1-514-803-8977


On Mon, Feb 16, 2009 at 12:28 PM, Emmanuel Lacour
wrote:

> On Mon, Feb 16, 2009 at 12:20:38PM -0500, Mathieu Longtin wrote:
> > Hi,
> >
> > somebody here merged a ticket with another one, but shouldn't have. Is it
> > possible to split the tickets again?
> >
>
> It's a bit difficult but possible in the DB. See the FAQ entry on this
> at http://wiki.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 tjrc at sanger.ac.uk  Tue Feb 17 11:51:57 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 17 Feb 2009 16:51:57 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
Message-ID: 

We migrated our RT server to RT 3.8.2 a week ago, and all went well  
until today, when suddenly we've been hit by a massive performance  
problem.  It seems that almost any query which touches the Attachments  
table takes an absolute age to complete.  For example, I've just  
logged into the MySQL database itself directly, and done:

select count(*) from Attachments;

and I've been waiting for a couple of minutes, with nothing coming back.

Is there anything I ought to be looking at?  The database server is  
MySQL 5.0.32

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From steve.obrien at hdesd.org  Tue Feb 17 12:23:29 2009
From: steve.obrien at hdesd.org (Steve O'Brien)
Date: Tue, 17 Feb 2009 09:23:29 -0800
Subject: [rt-users] RT::Extension::SLA Question
Message-ID: 

I am try to use RT to replace our current help desk system but have been struggling with 2 points:

1.)    We have an SLA with our customers and need to be able to incorporate that into our ticket system.  I have installed and begun configuring the SLA extension but I am not really sure if it is set up correctly here is my config:
# Set Business Hours
    %RT::ServiceBusinessHours = (
        0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
        1 => { Name => 'Monday', Start => '07:30', End => '17:00' },
        2 => { Name => 'Tuesday', Start => '07:30', End => '17:00' },
        3 => { Name => 'Wednesday', Start => '07:30', End => '17:00' },
        4 => { Name => 'Thursday', Start => '07:30', End => '17:00' },
        5 => { Name => 'Friday', Start => '07:30', End => '17:00' },
        6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
        holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25 2009-03-26 2
009-03-27)],
);

# RT:Extension::SLA Config
    %RT::ServiceAgreements = (
        Default => 'Service Impaired',
        Levels => {
            'System Inoperable' => { Response => { BusinessMinutes => 60*2 } },
            'Service Impaired' => { Response => { BusinessMinutes => 60*9 } },
            'General Inquiry' => { Response=> { BusinessMinutes => 60*27 } },
        },
    );

When I create a ticket I now see a user defined field called SLA, however there is just one field called 'No Value' so I think I might have missed something.

2.)    Custom reports, I would need to be able to generate reports using the SLA data to tell us if we are meeting our SLA, etc.


TIA,
Steve
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From jesse at bestpractical.com  Tue Feb 17 12:29:10 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 17 Feb 2009 12:29:10 -0500
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: 
References: 
Message-ID: <20090217172910.GB23657@17h.local>




On Tue 17.Feb'09 at 16:51:57 +0000, Tim Cutts wrote:
> We migrated our RT server to RT 3.8.2 a week ago, and all went well  
> until today, 

From what version?

> when suddenly we've been hit by a massive performance  
> problem.  It seems that almost any query which touches the Attachments  
> table takes an absolute age to complete.  

Anything in mysql's error logs?

What does EXPLAIN SELECT COUNT(id) FROM Attachments say?

> Is there anything I ought to be looking at?  The database server is  
> MySQL 5.0.32

MySQL versions > 4.1 and < 5.0.45 are known to have a crippling query
optimizer bug that WILL hurt you on RT, but I'm not sure this is that.
> 
> Tim
> 
> 
> -- 
>  The Wellcome Trust Sanger Institute is operated by Genome Research 
>  Limited, a charity registered in England with number 1021457 and a 
>  company registered in England with number 2742969, whose registered 
>  office is 215 Euston Road, London, NW1 2BE. 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
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From ruslan.zakirov at gmail.com  Tue Feb 17 12:53:28 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 17 Feb 2009 20:53:28 +0300
Subject: [rt-users] RT::Extension::SLA Question
In-Reply-To: 
References: 
Message-ID: <589c94400902170953i5cd18739k8cf1ccfccd2eec92@mail.gmail.com>

As far as I recall SLA extension supports multiple business hours, so
you have to define:
    %RT::ServiceBusinessHours = (
        'Default' => {
            ... your description description ...
        },
    );

Such config allow you to define multiple business hours sets.

Values of the SLA custom field is not synced automatically with values
in the config. It's your job to add values via web UI -> Configuration
-> Custom Fields -> SLA.

As well you should grant rights on this CFs if you want people to be
able to change level of service (escalate).

On Tue, Feb 17, 2009 at 8:23 PM, Steve O'Brien  wrote:
> I am try to use RT to replace our current help desk system but have been
> struggling with 2 points:
>
> 1.)    We have an SLA with our customers and need to be able to incorporate
> that into our ticket system.  I have installed and begun configuring the SLA
> extension but I am not really sure if it is set up correctly here is my
> config:
>
> # Set Business Hours
>
>     %RT::ServiceBusinessHours = (
>
>         0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>
>         1 => { Name => 'Monday', Start => '07:30', End => '17:00' },
>
>         2 => { Name => 'Tuesday', Start => '07:30', End => '17:00' },
>
>         3 => { Name => 'Wednesday', Start => '07:30', End => '17:00' },
>
>         4 => { Name => 'Thursday', Start => '07:30', End => '17:00' },
>
>         5 => { Name => 'Friday', Start => '07:30', End => '17:00' },
>
>         6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>
>         holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25
> 2009-03-26 2
>
> 009-03-27)],
>
> );
>
>
>
> # RT:Extension::SLA Config
>
>     %RT::ServiceAgreements = (
>
>         Default => 'Service Impaired',
>
>         Levels => {
>
>             'System Inoperable' => { Response => { BusinessMinutes => 60*2 }
> },
>
>             'Service Impaired' => { Response => { BusinessMinutes => 60*9 }
> },
>
>             'General Inquiry' => { Response=> { BusinessMinutes => 60*27 }
> },
>
>         },
>
>     );
>
>
>
> When I create a ticket I now see a user defined field called SLA, however
> there is just one field called 'No Value' so I think I might have missed
> something.
>
> 2.)    Custom reports, I would need to be able to generate reports using the
> SLA data to tell us if we are meeting our SLA, etc.
>
>
>
>
>
> TIA,
>
> Steve
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jesse at bestpractical.com  Tue Feb 17 12:59:17 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 17 Feb 2009 12:59:17 -0500
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217174743.GF20889@sanger.ac.uk>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
Message-ID: <20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>




On Tue 17.Feb'09 at 17:47:43 +0000, Dave Holland wrote:
> Tim's just got into his car to go home, but I can provide some
> answers...
> 
> On Tue, Feb 17, 2009 at 12:29:10PM -0500, Jesse Vincent wrote:
> > On Tue 17.Feb'09 at 16:51:57 +0000, Tim Cutts wrote:
> > > We migrated our RT server to RT 3.8.2 a week ago, and all went well  
> > > until today, 
> > From what version?
> 
> 3.4.2

And just to be sure, you ran the commands in UPGRADING.mysql?

> 
> > Anything in mysql's error logs?
> 
> No, only the messages in the slow log, e.g:
> 
> # Query_time: 240  Lock_time: 0  Rows_sent: 4  Rows_examined: 27
> SELECT DISTINCT main.Id AS id, main.Filename AS filename,
> main.ContentType AS contenttype, main.Headers AS headers, main.Subject
> AS subject, main.Parent AS parent, main.ContentEncoding AS
> contentencoding, main.ContentType AS contenttype, main.TransactionId AS
> transactionid, main.Created AS created FROM Attachments main JOIN
> Transactions Transactions_1  ON ( Transactions_1.id = main.TransactionId
> ) JOIN Tickets Tickets_2 ON ( Tickets_2.id = Transactions_1.ObjectId )
> WHERE (Tickets_2.EffectiveId = '97814') AND (Transactions_1.ObjectType =
> 'RT::Ticket')  ORDER BY main.id ASC;


Can you give me an 'EXPLAIN' on that query?
> 
> and
> 
> # Query_time: 275  Lock_time: 0  Rows_sent: 1  Rows_examined: 806085
> select count(id) from Attachments;
> 
> > What does EXPLAIN SELECT COUNT(id) FROM Attachments say?
> 
> | id | select_type | table       | type  | possible_keys | key     | key_len | ref  | rows    | Extra       |
> +----+-------------+-------------+-------+---------------+---------+---------+------+---------+-------------+
> |  1 | SIMPLE      | Attachments | index | NULL          | PRIMARY | 4       | NULL | 2698295 | Using index | 
> 
> > MySQL versions > 4.1 and < 5.0.45 are known to have a crippling query
> > optimizer bug that WILL hurt you on RT, but I'm not sure this is that.
> 
> Any pointers, please? I couldn't see anything in the RT wiki, sorry.

"institutional wisdom", sadly. But I'm assured "That issue isn't this
one"

Can you easily optimize your tables? Perhaps first, it's worth running
mysqltuner.pl (http://mysqltuner.pl) and posting the output.

> This is on Debian Etch so I expect we can upgrade to 5.0.51 from
> backports quite easily if need be.
> 
> thanks,
> Dave
> -- 
> ** Dave Holland ** Systems Support -- Infrastructure Management **
> ** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK **
> "An infinite number of mathematicians walk into a bar..."
> 
> 
> -- 
>  The Wellcome Trust Sanger Institute is operated by Genome Research 
>  Limited, a charity registered in England with number 1021457 and a 
>  company registered in England with number 2742969, whose registered 
>  office is 215 Euston Road, London, NW1 2BE. 
> 

-- 
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From dh3 at sanger.ac.uk  Tue Feb 17 13:09:00 2009
From: dh3 at sanger.ac.uk (Dave Holland)
Date: Tue, 17 Feb 2009 18:09:00 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
Message-ID: <20090217180900.GG20889@sanger.ac.uk>

On Tue, Feb 17, 2009 at 12:59:17PM -0500, Jesse Vincent wrote:
> And just to be sure, you ran the commands in UPGRADING.mysql?

I believe so (Tim did it).

> > # Query_time: 240  Lock_time: 0  Rows_sent: 4  Rows_examined: 27
> > SELECT DISTINCT main.Id AS id, main.Filename AS filename,
> > main.ContentType AS contenttype, main.Headers AS headers, main.Subject
> > AS subject, main.Parent AS parent, main.ContentEncoding AS
> > contentencoding, main.ContentType AS contenttype, main.TransactionId AS
> > transactionid, main.Created AS created FROM Attachments main JOIN
> > Transactions Transactions_1  ON ( Transactions_1.id = main.TransactionId
> > ) JOIN Tickets Tickets_2 ON ( Tickets_2.id = Transactions_1.ObjectId )
> > WHERE (Tickets_2.EffectiveId = '97814') AND (Transactions_1.ObjectType =
> > 'RT::Ticket')  ORDER BY main.id ASC;
> 
> 
> Can you give me an 'EXPLAIN' on that query?

Sure:

+----+-------------+----------------+------+-----------------------+---------------+---------+-------------------------+------+----------------------------------------------+
| id | select_type | table          | type | possible_keys         | key           | key_len | ref                     | rows | Extra                                        |
+----+-------------+----------------+------+-----------------------+---------------+---------+-------------------------+------+----------------------------------------------+
|  1 | SIMPLE      | Tickets_2      | ref  | PRIMARY,Tickets6      | Tickets6      | 4       | const                   |    1 | Using index; Using temporary; Using filesort | 
|  1 | SIMPLE      | Transactions_1 | ref  | PRIMARY,Transactions1 | Transactions1 | 70      | const,rtdb.Tickets_2.id |    1 | Using where; Using index                     | 
|  1 | SIMPLE      | main           | ref  | Attachments2          | Attachments2  | 4       | rtdb.Transactions_1.id  |    1 |                                              | 
+----+-------------+----------------+------+-----------------------+---------------+---------+-------------------------+------+----------------------------------------------+

> Can you easily optimize your tables? Perhaps first, it's worth running
> mysqltuner.pl (http://mysqltuner.pl) and posting the output.

 >>  MySQLTuner 1.0.0 - Major Hayden 
 >>  Bug reports, feature requests, and downloads at
 >>  http://mysqltuner.com/
 >>  Run with '--help' for additional options and output filtering

-------- General Statistics --------------------------------------------------
[--] Skipped version check for MySQLTuner script
[OK] Currently running supported MySQL version 5.0.32-Debian_7etch8-log
[OK] Operating on 32-bit architecture with less than 2GB RAM

-------- Storage Engine Statistics -------------------------------------------
[--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster 
[--] Data in MyISAM tables: 15M (Tables: 1)
[--] Data in InnoDB tables: 4G (Tables: 20)
[!!] Total fragmented tables: 1

-------- Performance Metrics -------------------------------------------------
[--] Up for: 1h 13m 11s (106K q [24.317 qps], 456 conn, TX: 228M, RX: 41M)
[--] Reads / Writes: 97% / 3%
[--] Total buffers: 1.3G global + 2.6M per thread (100 max threads)
[OK] Maximum possible memory usage: 1.6G (80% of installed RAM)
[OK] Slow queries: 0% (72/106K)
[OK] Highest usage of available connections: 56% (56/100)
[OK] Key buffer size / total MyISAM indexes: 256.0M/209.0M
[!!] Key buffer hit rate: 87.9% (13K cached / 1K reads)
[OK] Query cache efficiency: 53.8% (53K cached / 98K selects)
[OK] Query cache prunes per day: 0
[OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2K sorts)
[!!] Temporary tables created on disk: 26% (1K on disk / 7K total)
[OK] Thread cache hit rate: 87% (57 created / 456 connections)
[OK] Table cache hit rate: 42% (89 open / 207 opened)
[OK] Open file limit used: 4% (43/1K)
[OK] Table locks acquired immediately: 99% (95K immediate / 95K locks)
[!!] InnoDB data size / buffer pool: 5.0G/1.0G

-------- Recommendations -----------------------------------------------------
General recommendations:
    Run OPTIMIZE TABLE to defragment tables for better performance
    MySQL started within last 24 hours - recommendations may be inaccurate
    When making adjustments, make tmp_table_size/max_heap_table_size equal
    Reduce your SELECT DISTINCT queries without LIMIT clauses
Variables to adjust:
    tmp_table_size (> 64M)
    max_heap_table_size (> 16M)
    innodb_buffer_pool_size (>= 4G)

It's a 2GB machine so we can't up the innodb_buffer_pool_size (much)
more. I think the tmp_table_size/max_heap_table_size is the most recent
tweak we've tried.

thanks again,
Dave
-- 
** Dave Holland ** Systems Support -- Infrastructure Management **
** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK **
"Flattery is flattery, but chocolate gets results."


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From matthew.seaman at thebunker.net  Tue Feb 17 13:12:05 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Tue, 17 Feb 2009 18:12:05 +0000
Subject: [rt-users] RT::Extension::SLA Question
In-Reply-To: 
References: 
Message-ID: <499AFDF5.1040404@thebunker.net>

Steve O'Brien wrote:
> I am try to use RT to replace our current help desk system but have
> been struggling with 2 points:

Yep.  Same here.
 
> 1.)    We have an SLA with our customers and need to be able to incorporate that into our ticket system.  I have installed and begun configuring the SLA extension but I am not really sure if it is set up correctly here is my config:
> # Set Business Hours
>     %RT::ServiceBusinessHours = (
>         0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>         1 => { Name => 'Monday', Start => '07:30', End => '17:00' },
>         2 => { Name => 'Tuesday', Start => '07:30', End => '17:00' },
>         3 => { Name => 'Wednesday', Start => '07:30', End => '17:00' },
>         4 => { Name => 'Thursday', Start => '07:30', End => '17:00' },
>         5 => { Name => 'Friday', Start => '07:30', End => '17:00' },
>         6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>         holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25 2009-03-26 2
> 009-03-27)],
> );

For rt-3.8.x I believe that should now be expressed like so:

Set( %ServiceBusinessHours, (
        0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
        1 => { Name => 'Monday', Start => '07:30', End => '17:00' },
        2 => { Name => 'Tuesday', Start => '07:30', End => '17:00' },
        3 => { Name => 'Wednesday', Start => '07:30', End => '17:00' },
        4 => { Name => 'Thursday', Start => '07:30', End => '17:00' },
        5 => { Name => 'Friday', Start => '07:30', End => '17:00' },
        6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
        holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25 2009-03-26 2
009-03-27)],
    )
);

> # RT:Extension::SLA Config
>     %RT::ServiceAgreements = (
>         Default => 'Service Impaired',
>         Levels => {
>             'System Inoperable' => { Response => { BusinessMinutes => 60*2 } },
>             'Service Impaired' => { Response => { BusinessMinutes => 60*9 } },
>             'General Inquiry' => { Response=> { BusinessMinutes => 60*27 } },
>         },
>     );

Similarly:

Set( %ServiceAgreements, (
        Default => 'Service Impaired',
        Levels => {
            'System Inoperable' => { Response => { BusinessMinutes => 60*2 } },
            'Service Impaired' => { Response => { BusinessMinutes => 60*9 } },
            'General Inquiry' => { Response=> { BusinessMinutes => 60*27 } },
        },
    )
);

> When I create a ticket I now see a user defined field called SLA,
> however there is just one field called 'No Value' so I think I might
> have missed something.

You just need to configure the SLA custom field in the usual way -- as a
'Select one value' and then add your service levels as the list of available
options.  Now when you go to set the SLA on a ticket it should automatically
set the 'Starts' and 'Due' dates on the ticket.  You'll need to set up rt-crontool
to run at regular intervals -- given your 'System Inoperable' SLA is two hours,
you'll probably need to run it more frequently than hourly.  You may want to Google
for ways of supressing the rt-crontool transactions from ticket histories lest they
swamp all other  transactions.

There's one feature I'd love to have added to RT::Extension::SLA -- setting
initial and final ticket priorities automatically -- exactly as 'Starts' and 'Due'
dates are set.  One of these days I'll have enough spare time to have a go at
coding that up. 

> 2.) Custom reports, I would need to be able to generate reports using
> the SLA data to tell us if we are meeting our SLA, etc.

It's not particularly difficult to do a ticket search to find tickets resolved
after due date and with the SLA custom field set to some value.  You can produce
pie and bar charts from the search results, or you can export them as .tsv files
and you can use a spread sheet to produce whatever analyses you desire.

	Cheers,

	Matthew

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

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From jesse at bestpractical.com  Tue Feb 17 13:16:22 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 17 Feb 2009 13:16:22 -0500
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217180900.GG20889@sanger.ac.uk>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
Message-ID: <20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>



> I believe so (Tim did it).
> 
> > > # Query_time: 240  Lock_time: 0  Rows_sent: 4  Rows_examined: 27

That just looks...crazy. Can you try an OPTIMIZE TABLE Attachments; ?
(It may take ... a while.)
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From rfh at vialtus.com  Tue Feb 17 13:17:55 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 17 Feb 2009 18:17:55 +0000
Subject: [rt-users] is it possible to demerge a ticket?
In-Reply-To: <539eb5520902170732m2fb7c36ckad7a6a3686a87601@mail.gmail.com>
References: <539eb5520902160920r5475e2b6r23c8a88bdef8b010@mail.gmail.com>	<20090216172853.GF15409@easter-eggs.com>
	<539eb5520902170732m2fb7c36ckad7a6a3686a87601@mail.gmail.com>
Message-ID: <499AFF53.5060906@vialtus.com>

You would also need to check if the requesters list for each of your 
tickets is as they should be, when you merge tickets both set of 
requesters(and Ccs) get merged into the master ticket.

Regards;
Roy

Mathieu Longtin wrote:
> Thanks, that worked.
>
> Go in the DB, change the effectiveid of the ticket back to its ID. It 
> could be easier, but not the end of the world.
>
> --
> Mathieu Longtin
> 1-514-803-8977
>
>
> On Mon, Feb 16, 2009 at 12:28 PM, Emmanuel Lacour 
> > wrote:
>
>     On Mon, Feb 16, 2009 at 12:20:38PM -0500, Mathieu Longtin wrote:
>     > Hi,
>     >
>     > somebody here merged a ticket with another one, but shouldn't
>     have. Is it
>     > possible to split the tickets again?
>     >
>
>     It's a bit difficult but possible in the DB. See the FAQ entry on this
>     at http://wiki.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
>
>


-- 

*Roy El-hames *

ISP Systems

 

*Vialtus Solutions*

*(formerly Pipex Business)*

 

Direct Dial: +44(0) 208 587 6181

E-mail: rfh at vialtus.com 

 

Visit us on:

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From dh3 at sanger.ac.uk  Tue Feb 17 12:47:43 2009
From: dh3 at sanger.ac.uk (Dave Holland)
Date: Tue, 17 Feb 2009 17:47:43 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217172910.GB23657@17h.local>
References: 
	<20090217172910.GB23657@17h.local>
Message-ID: <20090217174743.GF20889@sanger.ac.uk>

Tim's just got into his car to go home, but I can provide some
answers...

On Tue, Feb 17, 2009 at 12:29:10PM -0500, Jesse Vincent wrote:
> On Tue 17.Feb'09 at 16:51:57 +0000, Tim Cutts wrote:
> > We migrated our RT server to RT 3.8.2 a week ago, and all went well  
> > until today, 
> From what version?

3.4.2

> Anything in mysql's error logs?

No, only the messages in the slow log, e.g:

# Query_time: 240  Lock_time: 0  Rows_sent: 4  Rows_examined: 27
SELECT DISTINCT main.Id AS id, main.Filename AS filename,
main.ContentType AS contenttype, main.Headers AS headers, main.Subject
AS subject, main.Parent AS parent, main.ContentEncoding AS
contentencoding, main.ContentType AS contenttype, main.TransactionId AS
transactionid, main.Created AS created FROM Attachments main JOIN
Transactions Transactions_1  ON ( Transactions_1.id = main.TransactionId
) JOIN Tickets Tickets_2 ON ( Tickets_2.id = Transactions_1.ObjectId )
WHERE (Tickets_2.EffectiveId = '97814') AND (Transactions_1.ObjectType =
'RT::Ticket')  ORDER BY main.id ASC;

and

# Query_time: 275  Lock_time: 0  Rows_sent: 1  Rows_examined: 806085
select count(id) from Attachments;

> What does EXPLAIN SELECT COUNT(id) FROM Attachments say?

| id | select_type | table       | type  | possible_keys | key     | key_len | ref  | rows    | Extra       |
+----+-------------+-------------+-------+---------------+---------+---------+------+---------+-------------+
|  1 | SIMPLE      | Attachments | index | NULL          | PRIMARY | 4       | NULL | 2698295 | Using index | 

> MySQL versions > 4.1 and < 5.0.45 are known to have a crippling query
> optimizer bug that WILL hurt you on RT, but I'm not sure this is that.

Any pointers, please? I couldn't see anything in the RT wiki, sorry.

This is on Debian Etch so I expect we can upgrade to 5.0.51 from
backports quite easily if need be.

thanks,
Dave
-- 
** Dave Holland ** Systems Support -- Infrastructure Management **
** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK **
"An infinite number of mathematicians walk into a bar..."


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From ruslan.zakirov at gmail.com  Tue Feb 17 13:26:54 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 17 Feb 2009 21:26:54 +0300
Subject: [rt-users] RT::Extension::SLA Question
In-Reply-To: <499AFDF5.1040404@thebunker.net>
References: 
	<499AFDF5.1040404@thebunker.net>
Message-ID: <589c94400902171026w12c1072emae6267400fc26439@mail.gmail.com>

[snip]

>
> There's one feature I'd love to have added to RT::Extension::SLA -- setting
> initial and final ticket priorities automatically -- exactly as 'Starts' and
> 'Due'
> dates are set.  One of these days I'll have enough spare time to have a go
> at
> coding that up.

In 3.8 there is LinearEscalate action that can be used within crontool
to set priority according to Starts and Due dates. It even can be
configured via argument, for example it can be silent absolutely and
only update priority and don't touch transactions and LastUpdated
field.


>>
>> 2.) Custom reports, I would need to be able to generate reports using
>> the SLA data to tell us if we are meeting our SLA, etc.
>
> It's not particularly difficult to do a ticket search to find tickets
> resolved
> after due date and with the SLA custom field set to some value.  You can
> produce
> pie and bar charts from the search results, or you can export them as .tsv
> files
> and you can use a spread sheet to produce whatever analyses you desire.

To get regular reports you can use dashboards in RT 3.8 and get them
in email every morning or watch online.

>
>        Cheers,
>
>        Matthew


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Feb 17 13:33:37 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 17 Feb 2009 21:33:37 +0300
Subject: [rt-users] RT::Extension::SLA Question
In-Reply-To: <499AFDF5.1040404@thebunker.net>
References: 
	<499AFDF5.1040404@thebunker.net>
Message-ID: <589c94400902171033q20cea736h4d595ce7dd91b472@mail.gmail.com>

[snip]

> You just need to configure the SLA custom field in the usual way -- as a
> 'Select one value' and then add your service levels as the list of available
> options.  Now when you go to set the SLA on a ticket it should automatically
> set the 'Starts' and 'Due' dates on the ticket.  You'll need to set up
> rt-crontool
> to run at regular intervals -- given your 'System Inoperable' SLA is two
> hours,
> you'll probably need to run it more frequently than hourly.  You may want to
> Google
> for ways of supressing the rt-crontool transactions from ticket histories
> lest they
> swamp all other  transactions.

Matthew,

I don't understand why you're suggesting crontool here, can you describe?

RT::Extension::SLA shipped with pretty good scrips that can be
disabled and re-enabled to turn off or turn back on some
functionality. For example it has scrip that sets default value of the
SLA according to the config. Starts/Due dates are set by another scrip
which doesn't care when and by whom SLA CF has be changed. Such setup
allows you to disable assigning of default service level for tickets
and set them manually for every ticket (some companies may like it).

[snip]

-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Feb 17 13:39:04 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 17 Feb 2009 21:39:04 +0300
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217174743.GF20889@sanger.ac.uk>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
Message-ID: <589c94400902171039s1acc5a9bv74768a5259b82ebe@mail.gmail.com>

On Tue, Feb 17, 2009 at 8:47 PM, Dave Holland  wrote:
> Tim's just got into his car to go home, but I can provide some
> answers...
>
> On Tue, Feb 17, 2009 at 12:29:10PM -0500, Jesse Vincent wrote:
>> On Tue 17.Feb'09 at 16:51:57 +0000, Tim Cutts wrote:
>> > We migrated our RT server to RT 3.8.2 a week ago, and all went well
>> > until today,
>> From what version?
>
> 3.4.2
>
>> Anything in mysql's error logs?
>
> No, only the messages in the slow log, e.g:
>
> # Query_time: 240  Lock_time: 0  Rows_sent: 4  Rows_examined: 27

I hope you see that mysql examined only 27 rows and spend 240 seconds
to do that. I suspect that it's related to very high IO activity that
were going parallel with this query and blocked mysql's IO requests.

[snip]

-- 
Best regards, Ruslan.


From KFCrocker at lbl.gov  Tue Feb 17 14:20:01 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 17 Feb 2009 11:20:01 -0800
Subject: [rt-users] CommandByEmail confusion
Message-ID: <499B0DE1.5090802@lbl.gov>

To all,


	I am VERY confused. I went to Bestpractical 
(http://cpansearch.perl.org/src/FALCONE/RT-Extensions) to download the 
CommandByEmail Extension. I am on 3.6.4 so I'm unsure that ".06" will 
work for me. I went to "insatlling Instruction" and it mentioned the 
install commands and also about the patch, which I don't believe I need. 
What seemed to be missing was how to download "CommandByEmail.05" 
directly into /opt/rt3/xxxx. just the patch. So, I then went to 
"overview" and saw the Download for .06, but that downloads directly 
onto my desktop. I thought I was supposed to download directly into 
/opt/rt/xxxxx and then run the make install and then change my RT Config 
file to get this to work and I can't even get the thing to download 
correctly to start with.
	I was hoping this would be a simple effort to find the software, 
download  it into my /opt/rt/ directory and run the installation 
commands. For a UNIX newbie, this just isn't the case.
	I need some help on how to get the "CommandByEmail" (version .05) to 
install into my Unix session in the directory /opt/rt/whatever so I can 
run the install commands and get this up and running.
	Please help. THanks.

Kenn
LBNL



From Paul_OLeary at breconridge.com  Tue Feb 17 14:39:47 2009
From: Paul_OLeary at breconridge.com (O'Leary, Paul)
Date: Tue, 17 Feb 2009 14:39:47 -0500
Subject: [rt-users] Disabled "RT Administration" group - Priv users staying
	BASIC
Message-ID: <441943649C17D84E8262B5B2E9A4CAE4542F2A@kbexch02.corp.breconridge.com>

Hello,

 

I need help to get my RT 363 system back online. By mistake, I unchecked
the enabled button for the RT administration group, and have disabled
it. Now I am unable to perform any admin tasks. I went into the database
(Oracle) and checked the principals and cachegroupmembers table and
found the entries for that group and Reset the Disabled field to 0, but
after a restart it doesn't seem to have any effect on the system. I'm
not sure if it's related, but the reason I went poking around at that
group was about half of my admin group team lost the ability to go into
Advanced view (as if they weren't privileged). I suspect this is the
larger root cause of my issue. Can anyone tell me where in the database
schema the flag is set for privileged users? 

 

Also, my messages logs are littered with "Couldn't load user from
database" errors when an admin tries to login. This was occurring before
I disabled the RT Admnistration group.

 

Any help is appreciated to get my privileged accounts back online.

 

Cheers

 

Paul



"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."
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From matthew.seaman at thebunker.net  Tue Feb 17 14:42:59 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Tue, 17 Feb 2009 19:42:59 +0000
Subject: [rt-users] RT::Extension::SLA Question
In-Reply-To: <589c94400902171033q20cea736h4d595ce7dd91b472@mail.gmail.com>
References: 	
	<499AFDF5.1040404@thebunker.net>
	<589c94400902171033q20cea736h4d595ce7dd91b472@mail.gmail.com>
Message-ID: <499B1343.7050301@thebunker.net>

Ruslan Zakirov wrote:
> [snip]
> 
>> You just need to configure the SLA custom field in the usual way -- as a
>> 'Select one value' and then add your service levels as the list of available
>> options.  Now when you go to set the SLA on a ticket it should automatically
>> set the 'Starts' and 'Due' dates on the ticket.  You'll need to set up
>> rt-crontool
>> to run at regular intervals -- given your 'System Inoperable' SLA is two
>> hours,
>> you'll probably need to run it more frequently than hourly.  You may want to
>> Google
>> for ways of supressing the rt-crontool transactions from ticket histories
>> lest they
>> swamp all other  transactions.
> 
> Matthew,
> 
> I don't understand why you're suggesting crontool here, can you describe?
> 
> RT::Extension::SLA shipped with pretty good scrips that can be
> disabled and re-enabled to turn off or turn back on some
> functionality. For example it has scrip that sets default value of the
> SLA according to the config. Starts/Due dates are set by another scrip
> which doesn't care when and by whom SLA CF has be changed. Such setup
> allows you to disable assigning of default service level for tickets
> and set them manually for every ticket (some companies may like it).
> 
> [snip]
> 

Apologies.  I'm too much in the thick of things right now that I'm losing
track of what is local customisation and what is add-on module and what is
core functionality.  I guess we will be using the SLA stuff a bit differently
to how it was initially conceived.

We're in the process of replacing an ancient and  distinctly unsatisfactory
ticketing system with RT.  What we've done is set up a '[_1] Highest Priority
Tickets in the Support Queue' search portlet on the At-a-Glance screen for
our Support team, displayed in descending order of priority.  There will be
an on-duty Support person 24x7 one of whose tasks will be to watch for incoming
support requests and assign SLA values according to the nature of the problem:
these can vary from '10 business days' for routine things like renewing SSL certificates down to 1 hour for a 'Service Down' incident.

We also use a modification of the 'StatusInColour' customization from the
Wiki to colour the items based on the value of the priority field (Well, we
will be. I upgraded from 3.6.7 to 3.8.2 yesterday and haven't quite got round
to porting that bit over yet.  Tomorrow probably)  The idea is: if it's at the
top of the priority list, then that's the next thing to work on, and if it's
coloured bright red, it really needs attention *right* *now*.

This works by using rt-crontool with LinearEscalate to raise ticket priorities
as they get closer to their due dates.  We're running rt-crontool for the
Support queue every 15 minutes -- however as all the tickets default to using
the Queue's default initial and final priorities (0 and 99 respectively) it
means an urgent problem with a SLA of an hour only gets 3 or 4 updates before
it's overdue, and it would only tend to come to the top of the list on the last
update.  Hence the desire to automatically set initial and final priorities based
on the manually chosen SLA value.

	Cheers,

	Matthew

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

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From tjrc at sanger.ac.uk  Tue Feb 17 15:58:29 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 17 Feb 2009 20:58:29 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217180900.GG20889@sanger.ac.uk>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
Message-ID: <8FBC7765-4508-41A1-A5FB-C3885E659447@sanger.ac.uk>


On 17 Feb 2009, at 6:09 pm, Dave Holland wrote:

> On Tue, Feb 17, 2009 at 12:59:17PM -0500, Jesse Vincent wrote:
>> And just to be sure, you ran the commands in UPGRADING.mysql?
>
> I believe so (Tim did it).

Indeed.  All done pukka according to the upgrade docs.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From tjrc at sanger.ac.uk  Tue Feb 17 16:00:19 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 17 Feb 2009 21:00:19 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
Message-ID: <1DD82909-39CF-4AB6-BE3B-CCB242219862@sanger.ac.uk>


On 17 Feb 2009, at 6:16 pm, Jesse Vincent wrote:

>
>
>> I believe so (Tim did it).
>>
>>>> # Query_time: 240  Lock_time: 0  Rows_sent: 4  Rows_examined: 27
>
> That just looks...crazy. Can you try an OPTIMIZE TABLE Attachments; ?
> (It may take ... a while.)

Might as well do that now, since we're out of hours.  I've started  
that off.

Tim




-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From krishnalelis at gmail.com  Tue Feb 17 16:19:02 2009
From: krishnalelis at gmail.com (Krishnamurti L. L. V. Nunes)
Date: Tue, 17 Feb 2009 18:19:02 -0300
Subject: [rt-users] webmux.pl crashes apache2 start
Message-ID: <9f9b69440902171319o55ff1d58l36df8e9aec877cf6@mail.gmail.com>

Hello world!

I have a brand new installation of RT 3.8.2.
The configure, testdeps, e install worked propperly, and I was able to
run initialize-database, all ok so far.

But setting apache to run the web interface fails because of bin/webmux.pl file.

Whenever I have the line:
PerlRequire "/opt/rt-3.8/bin/webmux.pl"
in my apache config file, apache crashes with the error:

[error] Can't locate object method "Config" via package "RT" at
/opt/rt-3.8/bin/webmux.pl line 100.\nBEGIN failed--compilation aborted
at /opt/rt-3.8/bin/webmux.pl line 102.\nCompilation failed in require
at (eval 243) line 1.\n

I've tryed som workarounds found at this list archives and other
foruns, but none worked.

I've tryed upgrading UNIVERSAL::require as suggested, but it was
alread in the newest version.

I checked if it could be the config of SELINUX, but it was already set
to permissive. Nothing in the /var/log/messages.

Also tryed adding the code bellow in webmux.pl, after the BEGIN block,
but nothing changed.

require Apache::RequestUtil;
no warnings 'redefine';
my $sub = *Apache::request{CODE};
*Apache::request = sub {
    my $r;
    eval { $r = $sub->('Apache'); };
    # warn $@ if $@;
    return $r;
};

I have apache 2.2.9-10 and mod_perl 2.0.4-1 in a Debian/Lenny box.

Any fixes for that?

-- 
Krishnamurti Lelis Lima Vieira Nunes


From ian.trenfield at googlemail.com  Tue Feb 17 16:15:52 2009
From: ian.trenfield at googlemail.com (Ian Trenfield)
Date: Tue, 17 Feb 2009 21:15:52 +0000
Subject: [rt-users] Multiple attachments error
Message-ID: 

Hi,
I've seen this question asked before, but have not seen a definitive
reply yet so thought it worth asking again.

We have an intermittent issue regarding attachments, and it seems to
happen more often when users are including multiple attachments. The
error message is as follows:

read-open /tmp/husk4zilgH : No such file or directory at
/usr/share/perl5/MIME/Body.pm line 435.

We're running RT 3.6 on an Ubuntu server. The /tmp folder is owned by
the correct user and permissions are 700.

As I say this appears to happen more when there are multiple
attachments involved, it also appears to happen more when the system
is generally
busier (as I can't get it to fail at all out of hours). As a result,
I'm wondering whether RT is uploading a file into /tmp which is then
being overwritten and deleted by somebody else's upload. That would
explain why it happens more for multiple attachments, as it's
generally longer between the first upload and submit. However, I can't
be sure.

Is there a workaround to this? If not, as a last resort, is it
possible, with an RT or Perl modification, to set the temporary
filename used to be a random 20 character
string rather than a random 10 character string (assuming that the
overwriting theory is correct)? We'd like to do everything possible to
fix this issue with the currently installed version rather than an
upgrade, due to the various customisation we have in place.

Any help would be gratefully appreciated,

Ian


From jesse at bestpractical.com  Tue Feb 17 16:36:17 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 17 Feb 2009 16:36:17 -0500
Subject: [rt-users] Multiple attachments error
In-Reply-To: 
References: 
Message-ID: <20090217213617.GB44146@17h.local>




On Tue 17.Feb'09 at 21:15:52 +0000, Ian Trenfield wrote:
> Hi,
> I've seen this question asked before, but have not seen a definitive
> reply yet so thought it worth asking again.
> 
> We have an intermittent issue regarding attachments, and it seems to
> happen more often when users are including multiple attachments. The
> error message is as follows:
> 
> read-open /tmp/husk4zilgH : No such file or directory at
> /usr/share/perl5/MIME/Body.pm line 435.
> 
> We're running RT 3.6 on an Ubuntu server. The /tmp folder is owned by
> the correct user and permissions are 700.

This codepath got ~entirely reworked for RT 3.8 due to just this issue.
If you can bring your test system up to current to verify the fix
locally, you _should_ it working better.


Best,
Jesse
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From tjrc at sanger.ac.uk  Tue Feb 17 17:26:11 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 17 Feb 2009 22:26:11 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
Message-ID: 


On 17 Feb 2009, at 6:16 pm, Jesse Vincent wrote:

>
>
>> I believe so (Tim did it).
>>
>>>> # Query_time: 240  Lock_time: 0  Rows_sent: 4  Rows_examined: 27
>
> That just looks...crazy. Can you try an OPTIMIZE TABLE Attachments; ?
> (It may take ... a while.)

OK, OPTIMIZE TABLE done, but performance on SELECT COUNT(id) FROM  
Attachments is still terrible:

This does sort of smell like an optimiser bug - it says it's using  
indices, but the level of I/O being done by the machine suggests it's  
actually performing a full table scan.

mysql> optimize table Attachments;
+------------------+----------+----------+----------+
| Table            | Op       | Msg_type | Msg_text |
+------------------+----------+----------+----------+
| rtdb.Attachments | optimize | status   | OK       |
+------------------+----------+----------+----------+
1 row in set (23 min 11.29 sec)

mysql> select count(id) from Attachments;
+-----------+
| count(id) |
+-----------+
|    806180 |
+-----------+
1 row in set (3 min 27.42 sec)

mysql> explain select count(id) from Attachments;
+----+-------------+-------------+-------+---------------+--------- 
+---------+------+---------+-------------+
| id | select_type | table       | type  | possible_keys | key     |  
key_len | ref  | rows    | Extra       |
+----+-------------+-------------+-------+---------------+--------- 
+---------+------+---------+-------------+
|  1 | SIMPLE      | Attachments | index | NULL          | PRIMARY |  
4       | NULL | 3065551 | Using index |
+----+-------------+-------------+-------+---------------+--------- 
+---------+------+---------+-------------+
1 row in set (0.00 sec)

Now, I may be being silly here, but how can a table with only 806180  
id's in its primary key have more than 3 million rows?  And counting  
them takes three minutes, which really isn't many rows a second...

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From toml at bitstatement.net  Tue Feb 17 17:40:57 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 17 Feb 2009 14:40:57 -0800
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: 
References: 	<20090217172910.GB23657@17h.local>	<20090217174743.GF20889@sanger.ac.uk>	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>	<20090217180900.GG20889@sanger.ac.uk>	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
	
Message-ID: <499B3CF9.3050105@bitstatement.net>

> Now, I may be being silly here, but how can a table with only 806180  
> id's in its primary key have more than 3 million rows?  And counting  
> them takes three minutes, which really isn't many rows a second...

Is this stored in InnoDB by chance?  If it were me, I would mysqldump all
databases, nuke the back-end InnoDB files and reload from dump.  But that's
just me.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From jesse at bestpractical.com  Tue Feb 17 17:52:23 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 17 Feb 2009 17:52:23 -0500
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: 
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
	
Message-ID: <20090217225223.GM23657@17h.local>

> OK, OPTIMIZE TABLE done, but performance on SELECT COUNT(id) FROM  
> Attachments is still terrible:
>
> This does sort of smell like an optimiser bug - it says it's using  
> indices, but the level of I/O being done by the machine suggests it's  
> actually performing a full table scan.

Indeed. Before you dig deeply into what's going on with this version of
mysql, coming up to a current 5.0.x probably makes sense.

>
> mysql> optimize table Attachments;
> +------------------+----------+----------+----------+
> | Table            | Op       | Msg_type | Msg_text |
> +------------------+----------+----------+----------+
> | rtdb.Attachments | optimize | status   | OK       |
> +------------------+----------+----------+----------+
> 1 row in set (23 min 11.29 sec)
>
> mysql> select count(id) from Attachments;
> +-----------+
> | count(id) |
> +-----------+
> |    806180 |
> +-----------+
> 1 row in set (3 min 27.42 sec)
>
> mysql> explain select count(id) from Attachments;
> +----+-------------+-------------+-------+---------------+--------- 
> +---------+------+---------+-------------+
> | id | select_type | table       | type  | possible_keys | key     |  
> key_len | ref  | rows    | Extra       |
> +----+-------------+-------------+-------+---------------+--------- 
> +---------+------+---------+-------------+
> |  1 | SIMPLE      | Attachments | index | NULL          | PRIMARY | 4    
>    | NULL | 3065551 | Using index |
> +----+-------------+-------------+-------+---------------+--------- 
> +---------+------+---------+-------------+
> 1 row in set (0.00 sec)
>
> Now, I may be being silly here, but how can a table with only 806180  
> id's in its primary key have more than 3 million rows?

An excellent question. I have a sneaking suspicion there's some DB
corruption in there somewhere :/ But maybe it's just a database bug.



-- 
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From tjrc at sanger.ac.uk  Tue Feb 17 18:12:12 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 17 Feb 2009 23:12:12 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <589c94400902171039s1acc5a9bv74768a5259b82ebe@mail.gmail.com>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<589c94400902171039s1acc5a9bv74768a5259b82ebe@mail.gmail.com>
Message-ID: <369B844A-D392-4609-BB9B-0D351D65FF4A@sanger.ac.uk>


On 17 Feb 2009, at 6:39 pm, Ruslan Zakirov wrote:

> I hope you see that mysql examined only 27 rows and spend 240 seconds
> to do that. I suspect that it's related to very high IO activity that
> were going parallel with this query and blocked mysql's IO requests.

That was my worry.  I've shuffled the virtual machine onto a physical  
server with no other VM's running, and the performance problem remains  
the same.  The graph of disk I/O from the VMware control center shows  
the system doing no I/O at all until I start the SELECT, and then it  
goes to about 15 MB/sec for the duration of the query.

So if there is contention, it's not at the level of the physical  
server's I/O.  However, it could still be contention for the SAN  
volume which hosts the virtual machine; I find this hard to believe  
since the total I/O of all three physical servers is pretty low, but I  
will try tomorrow to see what happens if I move the virtual machine to  
its own piece of storage,

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From rob.munsch at gmail.com  Tue Feb 17 18:23:45 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Tue, 17 Feb 2009 18:23:45 -0500
Subject: [rt-users] Attachments table constantly fragmenting
Message-ID: <8fae230c0902171523n2ef88354s6036c2dd64a29e5d@mail.gmail.com>

Hello,

I've been using the mysqltuner script to check up on things, tune mem use to
our resources, etc.  One thing remains consistent:  no matter what i have
things set to, within a few hours of restart or full stop / start (at most),
the Attachments table becomes fragmented.  Here's the most recent report,
and i realize it's only a few hours since last restart:

-------- General Statistics
--------------------------------------------------
[--] Skipped version check for MySQLTuner script
[OK] Currently running supported MySQL version 5.0.51a-3ubuntu5.1-log
[OK] Operating on 64-bit architecture

-------- Storage Engine Statistics
-------------------------------------------
[--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
[--] Data in MyISAM tables: 6M (Tables: 15)
[--] Data in InnoDB tables: 453M (Tables: 86)
[!!] Total fragmented tables: 1

-------- Performance Metrics
-------------------------------------------------
[--] Up for: 3h 9m 37s (29K q [2.583 qps], 157 conn, TX: 56M, RX: 5M)
[--] Reads / Writes: 64% / 36%
[--] Total buffers: 1.8G global + 2.6M per thread (100 max threads)
[OK] Maximum possible memory usage: 2.0G (25% of installed RAM)
[OK] Slow queries: 0% (275/29K)
[OK] Highest usage of available connections: 14% (14/100)
[OK] Key buffer size / total MyISAM indexes: 512.0M/489.4M
[!!] Key buffer hit rate: 37.8% (386 cached / 240 reads)
[OK] Query cache efficiency: 59.0% (13K cached / 23K selects)
[OK] Query cache prunes per day: 0
[OK] Sorts requiring temporary tables: 0% (2 temp sorts / 695 sorts)
[!!] Temporary tables created on disk: 38% (366 on disk / 960 total)
[OK] Thread cache hit rate: 91% (14 created / 157 connections)
[OK] Table cache hit rate: 95% (120 open / 126 opened)
[OK] Open file limit used: 3% (67/2K)
[OK] Table locks acquired immediately: 100% (17K immediate / 17K locks)
[OK] InnoDB data size / buffer pool: 453.2M/512.0M

-------- Recommendations
-----------------------------------------------------
General recommendations:
   Run OPTIMIZE TABLE to defragment tables for better performance
   MySQL started within last 24 hours - recommendations may be inaccurate
   Temporary table size is already large - reduce result set size
   Reduce your SELECT DISTINCT queries without LIMIT clauses

CPU's a quad-core Xeon, there's 8GB of phys RAM, and the disks are 10k SAS
in hardware RAID-1.
Even when used after the 24hr minimum (or 3 days, or 8 days), three things
remain: a fragmented table which always turns out to be attachments; the Key
Buffer Hit Rate; and the temp tables on disk stat.  I don't fully understand
the latter two and haven't figured it out yet by online docs and commentary,
but i get the impression it's the nature of our DB structure and queries
used.

Important note about that - the MySQL server on this box is hosting two
DBs.  rt3 is one, but an internal DB we use for mumble mumble is also on the
box.  I'm not sure if that custom-written DB and its UI used across the
office by all employees is the reason for the key buffer / temp table
alerts; the programmer for that one is working on the two recommendations of
reducing result sets (may not be possible) and making sure there are LIMITs
on his queries wherever possible.

Should I be worried about the constantly-fragmenting Attachments table?  Can
i get more fine-grained info about it from within MySQL?

Thanks,
Rob

-- 
/chown -R us:us /yourbase
-------------- next part --------------
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From tjrc at sanger.ac.uk  Tue Feb 17 18:32:51 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 17 Feb 2009 23:32:51 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217225223.GM23657@17h.local>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
	
	<20090217225223.GM23657@17h.local>
Message-ID: <494E226A-9357-41D3-B8DD-2D2DD72F2720@sanger.ac.uk>


On 17 Feb 2009, at 10:52 pm, Jesse Vincent wrote:

>> OK, OPTIMIZE TABLE done, but performance on SELECT COUNT(id) FROM
>> Attachments is still terrible:
>>
>> This does sort of smell like an optimiser bug - it says it's using
>> indices, but the level of I/O being done by the machine suggests it's
>> actually performing a full table scan.
>
> Indeed. Before you dig deeply into what's going on with this version  
> of
> mysql, coming up to a current 5.0.x probably makes sense.

OK, I've just moved up to 5.0.51a, as supplied in etch-backports, and  
the problem persists.  An ANALYZE TABLE on the Attachments table has  
helped a bit with the ludicrous statistics from EXPLAIN, but they're  
now just very silly rather than ludicrous:

mysql> explain select count(id) from Attachments;
+----+-------------+-------------+-------+---------------+--------- 
+---------+------+---------+-------------+
| id | select_type | table       | type  | possible_keys | key     |  
key_len | ref  | rows    | Extra       |
+----+-------------+-------------+-------+---------------+--------- 
+---------+------+---------+-------------+
|  1 | SIMPLE      | Attachments | index | NULL          | PRIMARY |  
4       | NULL | 2324446 | Using index |
+----+-------------+-------------+-------+---------------+--------- 
+---------+------+---------+-------------+

A reload might be the way forward here.

There is a part of me wondering what suddenly broke this today.  I'm  
currently searching the table for suspiciously large looking  
attachments.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From toml at bitstatement.net  Tue Feb 17 18:45:41 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 17 Feb 2009 15:45:41 -0800
Subject: [rt-users] Attachments table constantly fragmenting
In-Reply-To: <8fae230c0902171523n2ef88354s6036c2dd64a29e5d@mail.gmail.com>
References: <8fae230c0902171523n2ef88354s6036c2dd64a29e5d@mail.gmail.com>
Message-ID: <499B4C25.1080203@bitstatement.net>

> [!!] Total fragmented tables: 1
> [--] Reads / Writes: 64% / 36%

Fragmentation is normal, especially with that read/write ratio.  It doesn't
necessarily indicate a problem.  You can periodically optimize the
fragmented tables to improve performance, if performance becomes an issue,
which should only be if RT does large ranges on primary keys or full table
scans (naughty!).  Otherwise, I'd ignore it.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From ruslan.zakirov at gmail.com  Tue Feb 17 19:48:47 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 18 Feb 2009 03:48:47 +0300
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <494E226A-9357-41D3-B8DD-2D2DD72F2720@sanger.ac.uk>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
	
	<20090217225223.GM23657@17h.local>
	<494E226A-9357-41D3-B8DD-2D2DD72F2720@sanger.ac.uk>
Message-ID: <589c94400902171648p7554c854ta8eb769b0c867dab@mail.gmail.com>

First time I see something like that. May be it's better to ask on
mysql lists. And sure you should keep digging into a reason. My
practice shows that there is no such thing as "suddenly" in IT. There
is always some change that turn world up side down.

optimize/analyze on InnoDB don't do the same job as on myisam tables,
it's documented in mysql's docs. You can find way to rebuild indexes
on a table and as the last resort use full re-load.

On Wed, Feb 18, 2009 at 2:32 AM, Tim Cutts  wrote:
>
> On 17 Feb 2009, at 10:52 pm, Jesse Vincent wrote:
>
>>> OK, OPTIMIZE TABLE done, but performance on SELECT COUNT(id) FROM
>>> Attachments is still terrible:
>>>
>>> This does sort of smell like an optimiser bug - it says it's using
>>> indices, but the level of I/O being done by the machine suggests it's
>>> actually performing a full table scan.
>>
>> Indeed. Before you dig deeply into what's going on with this version
>> of
>> mysql, coming up to a current 5.0.x probably makes sense.
>
> OK, I've just moved up to 5.0.51a, as supplied in etch-backports, and
> the problem persists.  An ANALYZE TABLE on the Attachments table has
> helped a bit with the ludicrous statistics from EXPLAIN, but they're
> now just very silly rather than ludicrous:
>
> mysql> explain select count(id) from Attachments;
> +----+-------------+-------------+-------+---------------+---------
> +---------+------+---------+-------------+
> | id | select_type | table       | type  | possible_keys | key     |
> key_len | ref  | rows    | Extra       |
> +----+-------------+-------------+-------+---------------+---------
> +---------+------+---------+-------------+
> |  1 | SIMPLE      | Attachments | index | NULL          | PRIMARY |
> 4       | NULL | 2324446 | Using index |
> +----+-------------+-------------+-------+---------------+---------
> +---------+------+---------+-------------+
>
> A reload might be the way forward here.
>
> There is a part of me wondering what suddenly broke this today.  I'm
> currently searching the table for suspiciously large looking
> attachments.
>
> Tim



-- 
Best regards, Ruslan.


From steve.obrien at hdesd.org  Wed Feb 18 01:29:04 2009
From: steve.obrien at hdesd.org (Steve OBrien)
Date: Tue, 17 Feb 2009 22:29:04 -0800
Subject: [rt-users] RT::Extension::SLA Question
In-Reply-To: <499B1343.7050301@thebunker.net>
References: 
	<499AFDF5.1040404@thebunker.net>
	<589c94400902171033q20cea736h4d595ce7dd91b472@mail.gmail.com>
	<499B1343.7050301@thebunker.net>
Message-ID: <1234938544.3216.62.camel@localhost.localdomain>

Thanks Matthew!
I am still a bit foggy on how to use this module and what it really
does.  I configured the custom fields with a sort value, name and
description (I did not know what to put for category).

Care to share your ColorMap config with the SLA priorities?

TIA,
Steve

On Tue, 2009-02-17 at 11:42 -0800, Matthew Seaman wrote:
> Ruslan Zakirov wrote:
> > [snip]
> > 
> >> You just need to configure the SLA custom field in the usual way -- as a
> >> 'Select one value' and then add your service levels as the list of available
> >> options.  Now when you go to set the SLA on a ticket it should automatically
> >> set the 'Starts' and 'Due' dates on the ticket.  You'll need to set up
> >> rt-crontool
> >> to run at regular intervals -- given your 'System Inoperable' SLA is two
> >> hours,
> >> you'll probably need to run it more frequently than hourly.  You may want to
> >> Google
> >> for ways of supressing the rt-crontool transactions from ticket histories
> >> lest they
> >> swamp all other  transactions.
> > 
> > Matthew,
> > 
> > I don't understand why you're suggesting crontool here, can you describe?
> > 
> > RT::Extension::SLA shipped with pretty good scrips that can be
> > disabled and re-enabled to turn off or turn back on some
> > functionality. For example it has scrip that sets default value of the
> > SLA according to the config. Starts/Due dates are set by another scrip
> > which doesn't care when and by whom SLA CF has be changed. Such setup
> > allows you to disable assigning of default service level for tickets
> > and set them manually for every ticket (some companies may like it).
> > 
> > [snip]
> > 
> 
> Apologies.  I'm too much in the thick of things right now that I'm losing
> track of what is local customisation and what is add-on module and what is
> core functionality.  I guess we will be using the SLA stuff a bit differently
> to how it was initially conceived.
> 
> We're in the process of replacing an ancient and  distinctly unsatisfactory
> ticketing system with RT.  What we've done is set up a '[_1] Highest Priority
> Tickets in the Support Queue' search portlet on the At-a-Glance screen for
> our Support team, displayed in descending order of priority.  There will be
> an on-duty Support person 24x7 one of whose tasks will be to watch for incoming
> support requests and assign SLA values according to the nature of the problem:
> these can vary from '10 business days' for routine things like renewing SSL certificates down to 1 hour for a 'Service Down' incident.
> 
> We also use a modification of the 'StatusInColour' customization from the
> Wiki to colour the items based on the value of the priority field (Well, we
> will be. I upgraded from 3.6.7 to 3.8.2 yesterday and haven't quite got round
> to porting that bit over yet.  Tomorrow probably)  The idea is: if it's at the
> top of the priority list, then that's the next thing to work on, and if it's
> coloured bright red, it really needs attention *right* *now*.
> 
> This works by using rt-crontool with LinearEscalate to raise ticket priorities
> as they get closer to their due dates.  We're running rt-crontool for the
> Support queue every 15 minutes -- however as all the tickets default to using
> the Queue's default initial and final priorities (0 and 99 respectively) it
> means an urgent problem with a SLA of an hour only gets 3 or 4 updates before
> it's overdue, and it would only tend to come to the top of the list on the last
> update.  Hence the desire to automatically set initial and final priorities based
> on the manually chosen SLA value.
> 
> 	Cheers,
> 
> 	Matthew




From tjrc at sanger.ac.uk  Wed Feb 18 02:18:14 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 18 Feb 2009 07:18:14 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <589c94400902171648p7554c854ta8eb769b0c867dab@mail.gmail.com>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
	
	<20090217225223.GM23657@17h.local>
	<494E226A-9357-41D3-B8DD-2D2DD72F2720@sanger.ac.uk>
	<589c94400902171648p7554c854ta8eb769b0c867dab@mail.gmail.com>
Message-ID: <484C67CE-D063-4D6E-8009-F930BDC0B5CF@sanger.ac.uk>


On 18 Feb 2009, at 12:48 am, Ruslan Zakirov wrote:

> First time I see something like that. May be it's better to ask on
> mysql lists. And sure you should keep digging into a reason. My
> practice shows that there is no such thing as "suddenly" in IT. There
> is always some change that turn world up side down.
>
> optimize/analyze on InnoDB don't do the same job as on myisam tables,
> it's documented in mysql's docs. You can find way to rebuild indexes
> on a table and as the last resort use full re-load.

I think  that's what I'm going to do - the slave of our RT instance,  
which is also running MySQL 5.0.51, performs the same query in only 15  
seconds, not four minutes...

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From kevinm at lithotech.co.za  Wed Feb 18 02:09:20 2009
From: kevinm at lithotech.co.za (Kevin McClusky)
Date: Wed, 18 Feb 2009 09:09:20 +0200
Subject: [rt-users] Errors after upgrade to 3.8.2
Message-ID: <002d01c99197$d21a7bd0$764f7370$@co.za>

Hi All

 

Have just updated 3.8.1 to 3.8.2 on FC10 using yum update, and now the httpd
service will not start up. The following errors are in the log file. Any
help would be appreciated as I am pretty new to Linux:

 

[Wed Feb 18 07:12:50 2009] [error] Base class package
"Class::Accessor::Fast" is empty.\n    (Perhaps you need to 'use' the module
which defines that package first,\n    or make that module available in @INC
(@INC contains: /usr/local/lib/rt3/lib /usr/lib/perl5/vendor_perl/5.10.0
/usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0
/usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl /usr/local/lib/perl5/site_perl
/usr/lib/perl5/site_perl . /etc/httpd).\n at
/usr/lib/perl5/vendor_perl/5.10.0/RT/Ruleset.pm line 53\nBEGIN
failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.10.0/RT/Ruleset.pm line 53.\nCompilation failed
in require at /usr/lib/perl5/vendor_perl/5.10.0/RT/Transaction_Overlay.pm
line 81.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.10.0/RT/Transaction_Overlay.pm line
81.\nCompilation failed in require at (eval 173) line 3.\nCompilation failed
in require at /usr/lib/perl5/vendor_perl/5.10.0/RT/Transactions.pm line
76.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.10.0/RT/Transactions.pm line 76.\nCompilation
failed in require at /usr/lib/perl5/vendor_perl/5.10.0/RT/Record.pm line
1502.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.10.0/RT/Record.pm line 1502.\nCompilation
failed in require at /usr/lib/perl5/vendor_perl/5.10.0/RT/Attribute.pm line
72.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.10.0/RT/Attribute.pm line 72.\nCompilation
failed in require at /usr/lib/perl5/vendor_perl/5.10.0/RT/SharedSetting.pm
line 67.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.10.0/RT/SharedSetting.pm line 67.\nCompilation
failed in require at (eval 105) line 3.\n\t...propagated at
/usr/lib/perl5/5.10.0/base.pm line 93.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.10.0/RT/SavedSearch.pm line 69.\nCompilation
failed in require at /usr/lib/perl5/vendor_perl/5.10.0/RT/SavedSearches.pm
line 70.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.10.0/RT/SavedSearches.pm line 70.\nCompilation
failed in require at /usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Web.pm
line 68.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Web.pm line 68.\nCompilation
failed in require at /usr/sbin/webmux.pl line 111.\nBEGIN
failed--compilation aborted at /usr/sbin/webmux.pl line 111.\nCompilation
failed in require at (eval 2) line 1.\n

[Wed Feb 18 07:12:50 2009] [error] Can't load Perl file: /usr/sbin/webmux.pl
for server rtserver.islitho.co.za:0, exiting...

 

Thanks

Kevin

 

		
		

 





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From tjrc at sanger.ac.uk  Wed Feb 18 04:37:29 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 18 Feb 2009 09:37:29 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <589c94400902171648p7554c854ta8eb769b0c867dab@mail.gmail.com>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
	
	<20090217225223.GM23657@17h.local>
	<494E226A-9357-41D3-B8DD-2D2DD72F2720@sanger.ac.uk>
	<589c94400902171648p7554c854ta8eb769b0c867dab@mail.gmail.com>
Message-ID: <1B3F4265-EE22-48F7-BD7B-94207D1DBDA4@sanger.ac.uk>


On 18 Feb 2009, at 12:48 am, Ruslan Zakirov wrote:

> First time I see something like that. May be it's better to ask on
> mysql lists. And sure you should keep digging into a reason. My
> practice shows that there is no such thing as "suddenly" in IT. There
> is always some change that turn world up side down.
>
> optimize/analyze on InnoDB don't do the same job as on myisam tables,
> it's documented in mysql's docs. You can find way to rebuild indexes
> on a table and as the last resort use full re-load.

We've had a flash of realisation, and we think we know what the  
problem is.  This virtual machine has a snapshot on it.  This means  
that all writes subsequent to the snapshot being taken have been going  
to a replay log, rather than to the .vmdk file that the virtual  
machine lives in.  Presumably this is a much more complex scenario for  
I/O to operate in than when snapshots are not present.  I hadn't  
realised this was how VMware snapshots work.

So, I'm deleting the snapshots now, but this is a very time consuming  
process because it's having to replay a week's worth of RT writes back  
into the .vmdk file.  We'll let you know whether this solves the  
problem.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From Marcin.Stangel at framestore.com  Wed Feb 18 07:19:37 2009
From: Marcin.Stangel at framestore.com (Marcin Stangel)
Date: Wed, 18 Feb 2009 12:19:37 +0000
Subject: [rt-users] RT + VAS + Kerberos + AD
In-Reply-To: <1B3F4265-EE22-48F7-BD7B-94207D1DBDA4@sanger.ac.uk>
References: 	<20090217172910.GB23657@17h.local>	<20090217174743.GF20889@sanger.ac.uk>	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>	<20090217180900.GG20889@sanger.ac.uk>	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>		<20090217225223.GM23657@17h.local>	<494E226A-9357-41D3-B8DD-2D2DD72F2720@sanger.ac.uk>	<589c94400902171648p7554c854ta8eb769b0c867dab@mail.gmail.com>
	<1B3F4265-EE22-48F7-BD7B-94207D1DBDA4@sanger.ac.uk>
Message-ID: <499BFCD9.5090102@framestore.com>

Hello,

Some time ago I asked you for hints / clues regarding the setup of RT 
3.8.1 running on RHEL5, using Vintela Authentication Services (VAS) and 
Active Directory + Kerberos.
I just couldn't stop thinking about it, so I kept digging ...

I finally figured out how to configure it to work correctly, so I 
decided to share it in case someone else would have similar issue.


first thing RT_SiteConfig.pm

just add these three lines:
Set($WebExternalAuth , 1);
Set($WebFallbackToInternalAuth , 1);
Set($WebExternalAuto , 1);



apache configuration:
in your virtual host definition
(within   .........  )

AuthType VAS
AuthName "Systems Support Request Tracker"
AuthVasUseBasic On
AuthVasRemoteUserMap local
Require valid-user

after the  you will need this:

     Satisfy Any
     Allow from all


otherwise RT's mailgate will not accept any emails to your RT system.


one final information is, that this setup assumes that you have 
installed and configured the following module for your apache:
mod_auth_vas

which is available on http://rc.quest.com


Hope this will save some time to someone :)

regards,
Marcin





From rob.munsch at gmail.com  Wed Feb 18 11:38:53 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 18 Feb 2009 11:38:53 -0500
Subject: [rt-users] Reloading RT::User in 3.8.2
Message-ID: <8fae230c0902180838s53a51629v5b20f6c303cf560b@mail.gmail.com>

I noticed this in ExternalAuth's .08 patchnotes:

* html/Callbacks/ExternalAuth/autohandler/Auth

        Modified the log message regarding the RT-3.8.[01] plugin
        bug from error level to debug level and modified the text
        of the message to be more clear for RT-3.8.2+ users.

and for .08_01:

* html/Callbacks/ExternalAuth/autohandler/Auth

        Workaround for RT versions 3.8.0 and 3.8.1 removed.
        RT::Authen::ExternalAuth v0.08 will be officially compatible
        only with versions 3.8.2 and up.

However... I'm running .08 and RT 3.8.2, and while debugging something
else, i noticed this:

Feb 18 11:29:33 data RT: Reloading RT::User to work around a bug in
RT-3.8.0 and RT-3.8.1 Trace begun at /opt/rt3/bin/../lib/RT.pm line
289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xc981ba0)',
'Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1')
called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth
line 14 HTML::Mason::Commands::__ANON__ at
/usr/local/share/perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xce13e30)')
called at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1279
eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line
1274 HTML::Mason::Request::comp(undef, undef) called at
/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm line 180
RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0x10a2e30)',
'CallbackName', 'Auth') called at /opt/rt3/share/html/autohandler line
256 HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8

I have ExternalAuth working, and i'm definitely using 3.8.2, so i'm
not sure if i managed to accomplish something especially weird here...

--
/chown -R us:us /yourbase


From rob.munsch at gmail.com  Wed Feb 18 11:41:15 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 18 Feb 2009 11:41:15 -0500
Subject: [rt-users] Still tryin' to merge tix with matching CFs
Message-ID: <8fae230c0902180841i257443c7q45be636810b8d338@mail.gmail.com>

Mr. Evans first posted about this 11/08.  In archives, i see no
replies to the thread.  I haven't heard anything either, and can't
find anything but Greg's original post on the web.  If this is a taboo
subject or something, please let me know, but i'd really like to be
able to do this :).

Thanks,
Rob


---------- Forwarded message ----------
Mornin',

I found a post from a ways back asking how to do this, with a
nonfunctional scrip code.  The OP wants to do what i want to do:

"What I am trying to do now, is on each ticket submission, Extract
that [Custom] field
and then check to see if there is another ticket that has that same number
in the custom field and if they match, merge the tickets."

My first question is, assuming a reasonably tuned MySQL suitable to
its (fast) hardware: how horrible would this be in an ever-growing DB?
 It must search the DB for every last ticket and compare the two CFs,
yes?

The posted code was:
---
my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => 'AfterHoursSupport');
$TicketsObj->LimitCustomField(CUSTOMFIELD => 'AfterHoursTicketNumber',
OPERATOR => '=', VALUE => $AHTixNum);

if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}

$id || return 1;

$RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id
because of OA number match.");
$self->TicketObj->MergeInto($id);


1;
---

The OP did not specify exactly which chunks went where, but that he'd
tried various combinations of condition and prep.
My first thought was that this was incorrect; the condition is
OnCreate and no code need go in that block.  Prep should be the field
search and compare, and cleanup the ticket merge itself, yes?

(the above is the OP's exact code and doesn't reflect my own setup).

--
/chown -R us:us /yourbase



-- 
/chown -R us:us /yourbase


From mike.peachey at jennic.com  Wed Feb 18 11:58:55 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 18 Feb 2009 16:58:55 +0000
Subject: [rt-users] Reloading RT::User in 3.8.2
In-Reply-To: <8fae230c0902180838s53a51629v5b20f6c303cf560b@mail.gmail.com>
References: <8fae230c0902180838s53a51629v5b20f6c303cf560b@mail.gmail.com>
Message-ID: <499C3E4F.6030205@jennic.com>

Rob Munsch wrote:
> I noticed this in ExternalAuth's .08 patchnotes:
> 
> * html/Callbacks/ExternalAuth/autohandler/Auth
> 
>         Modified the log message regarding the RT-3.8.[01] plugin
>         bug from error level to debug level and modified the text
>         of the message to be more clear for RT-3.8.2+ users.

0.08 == Release Version and Authoritative.
> 
> and for .08_01:
> 
> * html/Callbacks/ExternalAuth/autohandler/Auth
> 
>         Workaround for RT versions 3.8.0 and 3.8.1 removed.
>         RT::Authen::ExternalAuth v0.08 will be officially compatible
>         only with versions 3.8.2 and up.

0.08_01 was a development version and should be ignored and discarded.

> 
> However... I'm running .08 and RT 3.8.2, and while debugging something
> else, i noticed this:
> 
> Feb 18 11:29:33 data RT: Reloading RT::User to work around a bug in
> RT-3.8.0 and RT-3.8.1 Trace begun at /opt/rt3/bin/../lib/RT.pm line
> 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xc981ba0)',
> 'Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1')

It doesn't check if you're on 3.8.[01] it just reloads RT::User no
matter what. Just happens it only makes anything different if you're
using 3.8.[01].

You can safely ignore the message.
-- 
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 dh3 at sanger.ac.uk  Wed Feb 18 12:54:41 2009
From: dh3 at sanger.ac.uk (Dave Holland)
Date: Wed, 18 Feb 2009 17:54:41 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090217225223.GM23657@17h.local>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
	
	<20090217225223.GM23657@17h.local>
Message-ID: <20090218175441.GJ20889@sanger.ac.uk>

On Tue, Feb 17, 2009 at 05:52:23PM -0500, Jesse Vincent wrote:
> An excellent question. I have a sneaking suspicion there's some DB
> corruption in there somewhere :/ But maybe it's just a database bug.

After chasing some red herrings we found something "interesting":

mysql> select count(*) from Attachments;
+----------+
| count(*) |
+----------+
|   807113 |  
+----------+
1 row in set (1 min 47.01 sec)

mysql> select count(*) from Attachments ignore index(PRIMARY);
+----------+
| count(*) |
+----------+
|   807113 | 
+----------+
1 row in set (0.66 sec)

So I did a quick "alter table Attachments drop primary key, add primary
key (id);" and now we are seeing much more sensible behaviour:

mysql> select count(*) from Attachments;
+----------+
| count(*) |
+----------+
|   807568 | 
+----------+
1 row in set (0.00 sec)

There is still an occasional hiccup when it goes slower - possibly when
an Attachment has been added - but by and large it's working as expected
now.

Thanks everyone for your help, I've learned rather a lot about MySQL in
the last day or so!

Cheers,
Dave
-- 
** Dave Holland ** Systems Support -- Infrastructure Management **
** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK **
"I've learned so much from my mistakes, I think I'll make some more."


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From tjrc at sanger.ac.uk  Wed Feb 18 13:13:08 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 18 Feb 2009 18:13:08 +0000
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <20090218175441.GJ20889@sanger.ac.uk>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
	
	<20090217225223.GM23657@17h.local>
	<20090218175441.GJ20889@sanger.ac.uk>
Message-ID: <0F7ED392-9E00-4B90-A7C0-165630370779@sanger.ac.uk>


On 18 Feb 2009, at 5:54 pm, Dave Holland wrote:

> On Tue, Feb 17, 2009 at 05:52:23PM -0500, Jesse Vincent wrote:
>> An excellent question. I have a sneaking suspicion there's some DB
>> corruption in there somewhere :/ But maybe it's just a database bug.
>
> After chasing some red herrings we found something "interesting":
>
> mysql> select count(*) from Attachments;
> +----------+
> | count(*) |
> +----------+
> |   807113 |
> +----------+
> 1 row in set (1 min 47.01 sec)
>
> mysql> select count(*) from Attachments ignore index(PRIMARY);
> +----------+
> | count(*) |
> +----------+
> |   807113 |
> +----------+
> 1 row in set (0.66 sec)
>
> So I did a quick "alter table Attachments drop primary key, add  
> primary
> key (id);" and now we are seeing much more sensible behaviour:
>
> mysql> select count(*) from Attachments;
> +----------+
> | count(*) |
> +----------+
> |   807568 |
> +----------+
> 1 row in set (0.00 sec)
>
> There is still an occasional hiccup when it goes slower - possibly  
> when
> an Attachment has been added - but by and large it's working as  
> expected
> now.
>
> Thanks everyone for your help, I've learned rather a lot about MySQL  
> in
> the last day or so!

Should add that any form of full text search of Content is still  
taking so long that the web interface times out, and in some browsers  
this can then have a nasty effect on the session and you can't open  
any more RT windows without shutting down your browser (behaviour seen  
on both IE and Firefox)

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From jesse at bestpractical.com  Wed Feb 18 13:20:26 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Feb 2009 13:20:26 -0500
Subject: [rt-users] Errors after upgrade to 3.8.2
In-Reply-To: <002d01c99197$d21a7bd0$764f7370$@co.za>
References: <002d01c99197$d21a7bd0$764f7370$@co.za>
Message-ID: <20090218182026.GH53289@17h.local>




On Wed 18.Feb'09 at  9:09:20 +0200, Kevin McClusky wrote:
>    Hi All
> 
> 
> 
>    Have just updated 3.8.1 to 3.8.2 on FC10 using yum update, and now the
>    httpd service will not start up. The following errors are in the log file.
>    Any help would be appreciated as I am pretty new to Linux:
 
Looks like the yum update missed new added dependencies in 3.8.2.

# sudo cpan Class::Accessor::Fast

Should sort it out.



From ktm at rice.edu  Wed Feb 18 14:20:02 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 18 Feb 2009 13:20:02 -0600
Subject: [rt-users] Severe performance problems suddenly in RT 3.8.2
In-Reply-To: <0F7ED392-9E00-4B90-A7C0-165630370779@sanger.ac.uk>
References: 
	<20090217172910.GB23657@17h.local>
	<20090217174743.GF20889@sanger.ac.uk>
	<20090217175917.GN11561@174-147-210-21.pools.spcsdns.net>
	<20090217180900.GG20889@sanger.ac.uk>
	<20090217181622.GO11561@174-147-210-21.pools.spcsdns.net>
	
	<20090217225223.GM23657@17h.local>
	<20090218175441.GJ20889@sanger.ac.uk>
	<0F7ED392-9E00-4B90-A7C0-165630370779@sanger.ac.uk>
Message-ID: <20090218192002.GA14957@it.is.rice.edu>

On Wed, Feb 18, 2009 at 06:13:08PM +0000, Tim Cutts wrote:
> 
> On 18 Feb 2009, at 5:54 pm, Dave Holland wrote:
> 
> > On Tue, Feb 17, 2009 at 05:52:23PM -0500, Jesse Vincent wrote:
> >> An excellent question. I have a sneaking suspicion there's some DB
> >> corruption in there somewhere :/ But maybe it's just a database bug.
> >
> > After chasing some red herrings we found something "interesting":
> >
> > mysql> select count(*) from Attachments;
> > +----------+
> > | count(*) |
> > +----------+
> > |   807113 |
> > +----------+
> > 1 row in set (1 min 47.01 sec)
> >
> > mysql> select count(*) from Attachments ignore index(PRIMARY);
> > +----------+
> > | count(*) |
> > +----------+
> > |   807113 |
> > +----------+
> > 1 row in set (0.66 sec)
> >
> > So I did a quick "alter table Attachments drop primary key, add  
> > primary
> > key (id);" and now we are seeing much more sensible behaviour:
> >
> > mysql> select count(*) from Attachments;
> > +----------+
> > | count(*) |
> > +----------+
> > |   807568 |
> > +----------+
> > 1 row in set (0.00 sec)
> >
> > There is still an occasional hiccup when it goes slower - possibly  
> > when
> > an Attachment has been added - but by and large it's working as  
> > expected
> > now.
> >
> > Thanks everyone for your help, I've learned rather a lot about MySQL  
> > in
> > the last day or so!
> 
> Should add that any form of full text search of Content is still  
> taking so long that the web interface times out, and in some browsers  
> this can then have a nasty effect on the session and you can't open  
> any more RT windows without shutting down your browser (behaviour seen  
> on both IE and Firefox)
> 
> Tim
> 

Tim,

That is a consequence of the I/O needed versus the performance of your
I/O subsystem. If full text search of content is needed I would recommend
using a backend database with that support. Currently there are two
recipes on the wiki for adding that support to Oracle and PostgreSQL. I
am biased,  but the PostgreSQL recipe is extremely easy to set up and
preforms wonderfully -- but I am biased. :)

Cheers,
Ken


From shannon_adams68 at yahoo.com  Wed Feb 18 14:25:37 2009
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Wed, 18 Feb 2009 11:25:37 -0800 (PST)
Subject: [rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2
Message-ID: <432988.24746.qm@web110804.mail.gq1.yahoo.com>

I am doing a fresh install of rt 3.8.2 on CentOS 5.2.  I get down to:

'make initialize-database'

it returns:

Working with:
Type:    mysql
Host:    localhost
Name:    rt3
User:    rt_user
DBA:    root
Now creating a mysql database rt3 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs
Granting access to rt_user@'localhost' on rt3.
Done.

Sys::Syslog version 0.16 required--this is only version 0.13 at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
Compilation failed in require at /usr/src/build/rt-3.8.2/sbin/../lib/RT.pm line 340.
make: *** [initialize-database] Error 2

I cannot figure out how to update Syslog to 0.16 and would appreciate any assistance.

Shannon



      


From rob.munsch at gmail.com  Wed Feb 18 14:53:05 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 18 Feb 2009 14:53:05 -0500
Subject: [rt-users] Fwd:  Reloading RT::User in 3.8.2
In-Reply-To: <8fae230c0902181152r6967c9deo68c22eb5e5b0974a@mail.gmail.com>
References: <8fae230c0902180838s53a51629v5b20f6c303cf560b@mail.gmail.com>
	<499C3E4F.6030205@jennic.com>
	<8fae230c0902181152r6967c9deo68c22eb5e5b0974a@mail.gmail.com>
Message-ID: <8fae230c0902181153y257409a6i7c8102ad44e9e496@mail.gmail.com>

skipped list again, sorry mike

On Wed, Feb 18, 2009 at 11:58 AM, Mike Peachey  wrote:
>> However... I'm running .08 and RT 3.8.2, and while debugging something
>> else, i noticed this:
>>
>> Feb 18 11:29:33 data RT: Reloading RT::User to work around a bug in
>> RT-3.8.0 and RT-3.8.1 Trace begun at /opt/rt3/bin/../lib/RT.pm line
>> 289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xc981ba0)',
>> 'Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1')
>
> It doesn't check if you're on 3.8.[01] it just reloads RT::User no
> matter what. Just happens it only makes anything different if you're
> using 3.8.[01].

Oh, when it mentioned "more clear for 3.8.2 users," i was looking for
3.8.2 to be mentioned in the logline, i think.  Wrong context.  For a
minute i thought i'd somehow managed to be running on a version
earlier than 0.08.

> You can safely ignore the message.

Thanks!

--
/chown -R us:us /yourbase



-- 
/chown -R us:us /yourbase


From rob.munsch at gmail.com  Wed Feb 18 14:58:35 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 18 Feb 2009 14:58:35 -0500
Subject: [rt-users] Fwd:  Attachments table constantly fragmenting
In-Reply-To: <8fae230c0902181157j350a45b1xb7e6ad6a9da395d@mail.gmail.com>
References: <8fae230c0902171523n2ef88354s6036c2dd64a29e5d@mail.gmail.com>
	<499B4C25.1080203@bitstatement.net>
	<8fae230c0902171544m6274bacdlb6309330ad570364@mail.gmail.com>
	<499B537F.9050401@bitstatement.net>
	<8fae230c0902180712v1a98ed00pcbaf5bcc1976f309@mail.gmail.com>
	<499C556A.9010904@bitstatement.net>
	<8fae230c0902181157j350a45b1xb7e6ad6a9da395d@mail.gmail.com>
Message-ID: <8fae230c0902181158v6d1ac29flc1cb73330ed46b0b@mail.gmail.com>

i am incapable of clicking reply-all today
i blame the weather.

On Wed, Feb 18, 2009 at 1:37 PM, Tom Lahti  wrote:
>> All good points.  I guess what i need to balance against this is: will the
>> fragmentation continue to worsen?  Is it inevitable that performance will,
>> at some point, deteriorate?
>
> I have another database (not RT) in mysql InnoDB tables that is about 2
> years old and has 15 million records.  I have never optimized it.
> Fragmentation worsens mainly when you DELETE and then INSERT; this
> particular database almost never has DELETE operations, similar to RT.

Makes sense.  The idea is to keep all this for stats and history
anyway, no plans on deleting anything.

>> There's a daily 4 AM backup of the DB, so after that finishes, once a month
>> (barring quicker performance deterioration) seems like a good idea.  FYI,
>> the reason i'm asking all these hypotheticals is that the DB is not very
>> large now, but will increase exponentially over the next year.  Data will
>> increase, usage will increase, and the rate of increase will increase... i
>> want some best practices in place, however general, before things really
>> ramp up.  As i have a window of a few hours a month when no one will be
>> using the DB, i see no contraindications to using it - yah?
>
> If I had an installation where I was adding 1,000 tickets a day and almost
> all with attachments, I would definitely consider it.  I don't know what
> size you're dealing with.

Not quite that volume, but getting there, with a strong likelihood of
increased growth over the next few years. An attachment-less ticket
will be the exception.  Thanks for all the info; a noninvasive monthly
OPTIMIZE seems like it won't hurt anything, and making a schedule for
it now means it'll be in place when it matters later, and i won't have
to get users used to the maintenance window :)

-- 
/chown -R us:us /yourbase


From jesse at bestpractical.com  Wed Feb 18 15:20:19 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Feb 2009 15:20:19 -0500
Subject: [rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2
In-Reply-To: <432988.24746.qm@web110804.mail.gq1.yahoo.com>
References: <432988.24746.qm@web110804.mail.gq1.yahoo.com>
Message-ID: <20090218202019.GI53289@17h.local>




On Wed 18.Feb'09 at 11:25:37 -0800, Shannon Adams wrote:
> I am doing a fresh install of rt 3.8.2 on CentOS 5.2.  I get down to:
> 
> Sys::Syslog version 0.16 required--this is only version 0.13 at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
> BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
> Compilation failed in require at /usr/src/build/rt-3.8.2/sbin/../lib/RT.pm line 340.
> make: *** [initialize-database] Error 2
> 
> I cannot figure out how to update Syslog to 0.16 and would appreciate any assistance.

RT doesn't directly require Sys::Syslog, but a downstream dependency,
Log::Dispatch does. 

sudo perl -MCPAN -e'install Sys::Syslog'

should do the trick.


From rob.munsch at gmail.com  Wed Feb 18 15:21:04 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 18 Feb 2009 15:21:04 -0500
Subject: [rt-users] webmux.pl crashes apache2 start
In-Reply-To: <9f9b69440902171319o55ff1d58l36df8e9aec877cf6@mail.gmail.com>
References: <9f9b69440902171319o55ff1d58l36df8e9aec877cf6@mail.gmail.com>
Message-ID: <8fae230c0902181221v4e60eb2bm175ff319ccaface7@mail.gmail.com>

On Tue, Feb 17, 2009 at 4:19 PM, Krishnamurti L. L. V. Nunes
 wrote:
> Hello world!

Hello!

> Whenever I have the line:
> PerlRequire "/opt/rt-3.8/bin/webmux.pl"
> in my apache config file, apache crashes with the error:
>
> [error] Can't locate object method "Config" via package "RT" at
> /opt/rt-3.8/bin/webmux.pl line 100.\nBEGIN failed--compilation aborted
> at /opt/rt-3.8/bin/webmux.pl line 102.\nCompilation failed in require
> at (eval 243) line 1.\n

>From my original blundering attempts to get RT up and running,
webmux.pl is what complains when something is misconfigged or
incorrect in basic setup.  RT_SiteConfig is read, modules are loaded,
etc., and if it chokes on any of this, webmux.pl cannot execute
properly; and since you're requiring it for apache to run, apache
cannot start.

We should probably see your RT_SiteConfig file, for starters.  If you
have any plugins set, comment them out maybe and see if it starts
then?

Rob

-- 
/chown -R us:us /yourbase


From Gary.Greene at minervanetworks.com  Wed Feb 18 15:15:09 2009
From: Gary.Greene at minervanetworks.com (Gary Greene)
Date: Wed, 18 Feb 2009 12:15:09 -0800
Subject: [rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2
In-Reply-To: <432988.24746.qm@web110804.mail.gq1.yahoo.com>
References: <432988.24746.qm@web110804.mail.gq1.yahoo.com>
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B01E3E7EB@scmail-00.minervanetworks.com>

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Shannon Adams
> Sent: Wednesday, February 18, 2009 11:26 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Syslog error when installing rt 3.8.2 on 
> Cent OS 5.2
> 
> I am doing a fresh install of rt 3.8.2 on CentOS 5.2.  I get down to:
> 
> 'make initialize-database'
> 
> it returns:
> 
> Working with:
> Type:    mysql
> Host:    localhost
> Name:    rt3
> User:    rt_user
> DBA:    root
> Now creating a mysql database rt3 for RT.
> Done.
> Now populating database schema.
> Done.
> Now inserting database ACLs
> Granting access to rt_user@'localhost' on rt3.
> Done.
> 
> Sys::Syslog version 0.16 required--this is only version 0.13 
> at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
> BEGIN failed--compilation aborted at 
> /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
> Compilation failed in require at 
> /usr/src/build/rt-3.8.2/sbin/../lib/RT.pm line 340.
> make: *** [initialize-database] Error 2
> 
> I cannot figure out how to update Syslog to 0.16 and would 
> appreciate any assistance.
> 
> Shannon

Either get the right version of perl-Log-Dispatch off rpmforge, or do what I do when I run into version mismatches and build a copy of the required module prefixed in site_perl with cpan2rpm (create the SRPM then clean the spec as needed). This has worked well for me on CentOS.

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


From shannon_adams68 at yahoo.com  Wed Feb 18 15:38:24 2009
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Wed, 18 Feb 2009 12:38:24 -0800 (PST)
Subject: [rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2
References: <432988.24746.qm@web110804.mail.gq1.yahoo.com>
	<20090218202019.GI53289@17h.local>
Message-ID: <43034.4711.qm@web110805.mail.gq1.yahoo.com>

Perfect, that was it.  Thank you.



----- Original Message ----
From: Jesse Vincent 
To: Shannon Adams 
Cc: rt-users at lists.bestpractical.com
Sent: Wednesday, February 18, 2009 3:20:19 PM
Subject: Re: [rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2




On Wed 18.Feb'09 at 11:25:37 -0800, Shannon Adams wrote:
> I am doing a fresh install of rt 3.8.2 on CentOS 5.2.  I get down to:
> 
> Sys::Syslog version 0.16 required--this is only version 0.13 at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
> BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
> Compilation failed in require at /usr/src/build/rt-3.8.2/sbin/../lib/RT.pm line 340.
> make: *** [initialize-database] Error 2
> 
> I cannot figure out how to update Syslog to 0.16 and would appreciate any assistance.

RT doesn't directly require Sys::Syslog, but a downstream dependency,
Log::Dispatch does. 

sudo perl -MCPAN -e'install Sys::Syslog'

should do the trick.



      


From jburke at crypticstudios.com  Wed Feb 18 16:15:03 2009
From: jburke at crypticstudios.com (Jeremy Burke)
Date: Wed, 18 Feb 2009 13:15:03 -0800
Subject: [rt-users] Still tryin' to merge tix with matching CFs
In-Reply-To: <8fae230c0902180841i257443c7q45be636810b8d338@mail.gmail.com>
References: <8fae230c0902180841i257443c7q45be636810b8d338@mail.gmail.com>
Message-ID: 

I have this working in my RT 3.8.2 installation.  It isn't a very busy system and I have yet to notice any performance issues.  We only get about 50 tickets per day and it has less than 5000 tickets in the system.

First, you need to setup and use the RT Extension to extract custom fields. http://search.cpan.org/~alexmv/RT-Extension-ExtractCustomFieldValues-1.8/ (There is a newer version 2.0 out which I have not used yet)

Make sure this scrip runs before the merge scrip.  Otherwise, the custom fields won't be populated to match on.  I did this by naming the scrip "1Add UniqueID Custom Field".

Once you are sure the Custom Field extraction is working, The following scrip should get you started on being able to match and merge on that field.  The Custom Field name I match on is UniqueID.  I omit the check for the queue which is in the previous scrip example you posted.

Description: "2Merge on UniqueID match" (the 2 at the beginning has it run just after the CF extraction)
Condition: OnCreate
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition: 


Custom action preparation code:
1;

Custom action cleanup code:

my $uniqueid = undef;
$uniqueid = $self->TicketObj->FirstCustomFieldValue('UniqueID');
$RT::Logger->debug("My Uniqueid: $uniqueid for search.");

my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitCustomField(CUSTOMFIELD => 'UniqueID', OPERATOR => '=', VALUE => $uniqueid);

if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
$RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of UniqueID number match.");
$self->TicketObj->MergeInto($id);
}

$id || return 1; 

1;


From rob.munsch at gmail.com  Wed Feb 18 16:43:59 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 18 Feb 2009 16:43:59 -0500
Subject: [rt-users] Still tryin' to merge tix with matching CFs
In-Reply-To: 
References: <8fae230c0902180841i257443c7q45be636810b8d338@mail.gmail.com>
	
Message-ID: <8fae230c0902181343r10690754g845cc37ae3aa597b@mail.gmail.com>

On Wed, Feb 18, 2009 at 4:15 PM, Jeremy Burke  wrote:
> I have this working in my RT 3.8.2 installation.  It isn't a very busy system and I have yet to notice any performance issues.  We only get about 50 tickets per day and it has less than 5000 tickets in the system.
>
> First, you need to setup and use the RT Extension to extract custom fields. http://search.cpan.org/~alexmv/RT-Extension-ExtractCustomFieldValues-1.8/ (There is a newer version 2.0 out which I have not used yet)

I'm running 2.0 of ECFV with my 3.8.2 - works perfectly, except i
don't know how to tell it to stop looking after first match.

> Custom action preparation code:
> 1;

Interesting - why this, instead of leaving it blank?

> my $TicketsObj = RT::Tickets->new($RT::SystemUser);

I have no idea what this means.  That is, i imply it's gathering
itself to cycle through all existing tickets, but i'm not sure what
new(system user) has to do with anything.

Is this sort of basic info covered in the O'Reilly book?  I'm having a
hard time finding a comprehensive list of the various $meanings and
$parts.

My only remaining issue with this function now is that, as mentioned,
the last match with ECVF always wins - i am searching the body for my
CFs, and multiple matches replace previous.  I'm not sure how to
constrain a given CF to the first match found, as that's always the
one i want, and later mentions are always historical in context ("This
value is now foo.  Value previous to this was blah," etc., and i end
up with blah in my CF instead of foo).

Thanks Jeremy, this was driving me nuts.  I do not understand enough
about to role of prep vs cleanup to have known i needed a return in
there - was leaving blank.  Was also splitting match code and merge
code into prep and cleanup respectively.  Neither worked...

Rob

-- 
/chown -R us:us /yourbase


From james.faulkner at yale.edu  Wed Feb 18 17:29:32 2009
From: james.faulkner at yale.edu (Jim Faulkner)
Date: Wed, 18 Feb 2009 17:29:32 -0500 (EST)
Subject: [rt-users] ERROR 1062 during 3.4.5 -> 3.8.2 database update
Message-ID: 


I'm getting the "ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2" 
error when updating the database from 3.4.5 to 3.8.2.  I see from this message:
http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg17534.html

that I have a few different choices as to how to solve this.  However, I'm not 
a mysql expert, so I'm afraid I'll need a little more help.

I've tried changing the Users table's collation to utf8_unicode_ci, however I 
still get the same error when updating the database.  What collation should I 
use to prevent this error?  The original collation is latin1_swedish_ci.

I've also tried to find the affected rows so that I can rename the users. 
However, I'm not getting anywhere.  The error says that the duplicate 
entry is '', however "select * from Users where Name='';" returns zero 
rows.  I've also tried dumping the Name column into a text file and using 
the uniq unix command, but it finds no duplicates.  What is the best way 
to find duplicate entries?

-- 
Jim Faulkner / james.faulkner at cs.yale.edu
Systems Administrator, Linux Systems Design & Support (LSDS)
Yale University Information Technology Services (ITS)
===============================================================
NOTE: Yale ITS will NEVER request passwords or other personal
information via email. Messages requesting such information are
fraudulent and should be deleted.


From shannon_adams68 at yahoo.com  Wed Feb 18 18:29:07 2009
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Wed, 18 Feb 2009 15:29:07 -0800 (PST)
Subject: [rt-users] DBD::mysql error when installing rt 3.8.2 on Cent OS 5.2
Message-ID: <584506.75720.qm@web110809.mail.gq1.yahoo.com>

I am in the process of migrating RT from an old server running Fedora Core 4, RT ver 3.8.1, and mysql version 4.1.20-log.  I upgraded RT on this old server a while back and ran into the random logouts, binary attachment problems, etc.
  
I have installed a new server running Cent OS 5.2.  The installation of RT 3.8.2 and restore of the data from the old server is complete. This server is running mysql version 5.0.45.

>From what I have read in all the documents, I need to upgrade my database on the new server since it was running on an old version of mysql.  However, when I run this:  "perl etc/upgrade/upgrade-mysql-schema.pl rt3 password password > sql.queries", it returns:

DBD::mysql version 4.002 required--this is only version 3.0007 at etc/upgrade/up
grade-mysql-schema.pl line 7.                                                   
BEGIN failed--compilation aborted at etc/upgrade/upgrade-mysql-schema.pl line 7.

To attempt to upgrade DBD::mysql, I run: perl -MCPAN -e'install DBD::mysql' but, it returns:

Running make install                                            
make test had returned bad status, won't install without force

Any ideas?


      


From chrisc.email at abshernw.com  Wed Feb 18 18:29:57 2009
From: chrisc.email at abshernw.com (Chris Crow)
Date: Wed, 18 Feb 2009 15:29:57 -0800
Subject: [rt-users] Forward an entire ticket to an outside email address.
Message-ID: <499C99F5.8070508@abshernw.com>

I have a quick question about RT.

We have a group of technicians that work entirely from the RT's web 
interface, so they never see any email. This works great, but they want 
a way to forward a ticket, including any attachments, to an outside 
email address.

I have no idea how to get this accomplished, my first thought was to 
write a perl script that would send the ticket log and attachment to an 
email address of choice. I'm a intermediate perl programmer on a good 
day, so I was wondering if anyone had any better ideas.

Thanks in advance,

Chris

Also, everyone at my company loves RT, it has changed the way we do support!


From chaim.rieger at gmail.com  Wed Feb 18 18:37:16 2009
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Wed, 18 Feb 2009 15:37:16 -0800
Subject: [rt-users] DBD::mysql error when installing rt 3.8.2 on Cent OS
 5.2
In-Reply-To: <584506.75720.qm@web110809.mail.gq1.yahoo.com>
References: <584506.75720.qm@web110809.mail.gq1.yahoo.com>
Message-ID: <499C9BAC.7090008@gmail.com>

Shannon Adams wrote:
> I am in the process of migrating RT from an old server running Fedora Core 4, RT ver 3.8.1, and mysql version 4.1.20-log.  I upgraded RT on this old server a while back and ran into the random logouts, binary attachment problems, etc.
>   
> I have installed a new server running Cent OS 5.2.  The installation of RT 3.8.2 and restore of the data from the old server is complete. This server is running mysql version 5.0.45.
> 
> From what I have read in all the documents, I need to upgrade my database on the new server since it was running on an old version of mysql.  However, when I run this:  "perl etc/upgrade/upgrade-mysql-schema.pl rt3 password password > sql.queries", it returns:
> 
> DBD::mysql version 4.002 required--this is only version 3.0007 at etc/upgrade/up
> grade-mysql-schema.pl line 7.                                                   
> BEGIN failed--compilation aborted at etc/upgrade/upgrade-mysql-schema.pl line 7.
> 
> To attempt to upgrade DBD::mysql, I run: perl -MCPAN -e'install DBD::mysql' but, it returns:
> 
> Running make install                                            
> make test had returned bad status, won't install without force
> 
> Any ideas?
> 
> 
thats because the test user on your mysql db requires a passwd

cpan
look DBD::mysql
read the docs and provide the passwd for the test user
perl Makefile.pl
......

-- 
--
Chaim Rieger


From scorey at netatlantic.com  Wed Feb 18 18:39:04 2009
From: scorey at netatlantic.com (Sean Corey)
Date: Wed, 18 Feb 2009 18:39:04 -0500
Subject: [rt-users] DBD::mysql error when installing rt 3.8.2 on Cent OS
 5.2
In-Reply-To: <584506.75720.qm@web110809.mail.gq1.yahoo.com>
References: <584506.75720.qm@web110809.mail.gq1.yahoo.com>
Message-ID: <499C9C18.70208@netatlantic.com>

cpan

upgrade DBD::mysql

Your version of DBD::mysql is to old to do the upgrade. I ran into this 
earlier today.

Thanks,
Sean Corey

Shannon Adams wrote:
> I am in the process of migrating RT from an old server running Fedora Core 4, RT ver 3.8.1, and mysql version 4.1.20-log.  I upgraded RT on this old server a while back and ran into the random logouts, binary attachment problems, etc.
>   
> I have installed a new server running Cent OS 5.2.  The installation of RT 3.8.2 and restore of the data from the old server is complete. This server is running mysql version 5.0.45.
>
> From what I have read in all the documents, I need to upgrade my database on the new server since it was running on an old version of mysql.  However, when I run this:  "perl etc/upgrade/upgrade-mysql-schema.pl rt3 password password > sql.queries", it returns:
>
> DBD::mysql version 4.002 required--this is only version 3.0007 at etc/upgrade/up
> grade-mysql-schema.pl line 7.                                                   
> BEGIN failed--compilation aborted at etc/upgrade/upgrade-mysql-schema.pl line 7.
>
> To attempt to upgrade DBD::mysql, I run: perl -MCPAN -e'install DBD::mysql' but, it returns:
>
> Running make install                                            
> make test had returned bad status, won't install without force
>
> Any ideas?
>
>
>       
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From kevinm at lithotech.co.za  Thu Feb 19 00:31:07 2009
From: kevinm at lithotech.co.za (Kevin McClusky)
Date: Thu, 19 Feb 2009 07:31:07 +0200
Subject: [rt-users] Errors after upgrade to 3.8.2
Message-ID: <004101c99253$43f7e470$cbe7ad50$@co.za>

Hi Jesse

 

Please ignore previous post. CPAN was not installed. Installed via yum, ran
command and it works perfectly.

 

Keep up the good work!

 

Regards

 

Kevin

 

 




Kevin Mcclusky 
Reports
Lithotech Group Services
T: +27 (011) 706 6751
F: +27 (086) 639 9703
C: +27 (082) 881 5970
E:   kevinm at lithotech.co.za 


  



 





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From alberto.villanueva at altran.es  Thu Feb 19 03:29:07 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 19 Feb 2009 09:29:07 +0100
Subject: [rt-users] a question about rigths
Message-ID: 

Hi all!!

 

I have a question: "OwnTicket" right involves "StealTicket"??

 

Thanks!

 

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

 

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From matthew.seaman at thebunker.net  Thu Feb 19 08:32:43 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Thu, 19 Feb 2009 13:32:43 +0000
Subject: [rt-users] PATH for executing external programs from RT?
Message-ID: <499D5F7B.6070502@thebunker.net>


Dear all,

When I click on 'graph' links in the Ticket display I get an error like so:

Command 'dot' not found in /bin, /usr/bin at 
/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm line 1160 Stack: 
[/usr/local/lib/perl5/5.8.9/Carp.pm:44] 
[/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:1213] 
[/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:2051] 
[/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:2758] 
[/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:1432] 
[/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm:1160] 
[/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm:981] 
[/usr/local/share/rt38/html/Ticket/Graphs/Elements/ShowGraph:49] 
[/usr/local/share/rt38/html/Ticket/Graphs/Elements/ShowGraph:49] 
[/usr/local/share/rt38/html/Ticket/Graphs/index.html:57] 
[/usr/local/share/rt38/html/autohandler:311]

which is entirely understandable as under FreeBSD, dot is installed as
/usr/local/bin/dot :

# /usr/local/bin/dot -V
dot - Graphviz version 2.20.3 (Mon Feb 16 20:41:15 UTC 2009)

Similarly, none of the GPG functionality is working and there are many
instances like the following in the log file:

[Thu Feb 19 13:15:04 2009] [debug]: Probe for GPG failed. Process exitted 
with code 13 (/usr/local/lib/perl5/site_perl/5.8.9/RT/Crypt/GnuPG.pm:2362)
[Thu Feb 19 13:15:04 2009] [debug]: RT's GnuPG libraries couldn't 
successfully execute gpg. PGP support has been disabled 
(/usr/local/lib/perl5/site_perl/5.8.9/RT/Config.pm:350)

gpg is installed and working just fine, but again -- as /usr/local/bin/gpg:

:# /usr/local/bin/gpg --version
gpg (GnuPG) 2.0.10
libgcrypt 1.4.4
Copyright (C) 2009 Free Software Foundation, Inc.
License GPLv3+: GNU GPL version 3 or later 
This is free software: you are free to change and redistribute it.
There is NO WARRANTY, to the extent permitted by law.

Home: ~/.gnupg
Supported algorithms:
Pubkey: RSA, ELG, DSA
Cipher: 3DES, CAST5, BLOWFISH, AES, AES192, AES256, TWOFISH
Hash: MD5, SHA1, RIPEMD160, SHA256, SHA384, SHA512, SHA224
Compression: Uncompressed, ZIP, ZLIB, BZIP2

Now, I had thought this was simply down to the environment Apache is 
started up with, or that it would pass through to CGI scripts.  However
no amount of fiddling with /usr/local/etc/apache22/envars.d/path.env
or adding 'PassEnv PATH' in the apache config or of other similar attempts
has made any difference.  Neither have I been able to find any solution by
grepping through quantities of perl modules.

Is there a standard means either for setting the PATH rt applies to
commands it invokes, or for supplying a fully qualified path for 
subsidiary programs it invokes?

	Cheers,

	Matthew

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

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From ktm at rice.edu  Thu Feb 19 08:36:28 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 19 Feb 2009 07:36:28 -0600
Subject: [rt-users] PATH for executing external programs from RT?
In-Reply-To: <499D5F7B.6070502@thebunker.net>
References: <499D5F7B.6070502@thebunker.net>
Message-ID: <20090219133628.GE14957@it.is.rice.edu>

Re-install the GraphViz and GnuPG modules using the correct
paths to these programs. Alternatively, you can make a symbolic
link from the actual location to where the module is looking for
these programs.

Cheers,
Ken

On Thu, Feb 19, 2009 at 01:32:43PM +0000, Matthew Seaman wrote:
>
> Dear all,
>
> When I click on 'graph' links in the Ticket display I get an error like so:
>
> Command 'dot' not found in /bin, /usr/bin at 
> /usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm line 1160 Stack: 
> [/usr/local/lib/perl5/5.8.9/Carp.pm:44] 
> [/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:1213] 
> [/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:2051] 
> [/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:2758] 
> [/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:1432] 
> [/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm:1160] 
> [/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm:981] 
> [/usr/local/share/rt38/html/Ticket/Graphs/Elements/ShowGraph:49] 
> [/usr/local/share/rt38/html/Ticket/Graphs/Elements/ShowGraph:49] 
> [/usr/local/share/rt38/html/Ticket/Graphs/index.html:57] 
> [/usr/local/share/rt38/html/autohandler:311]
>
> which is entirely understandable as under FreeBSD, dot is installed as
> /usr/local/bin/dot :
>
> # /usr/local/bin/dot -V
> dot - Graphviz version 2.20.3 (Mon Feb 16 20:41:15 UTC 2009)
>
> Similarly, none of the GPG functionality is working and there are many
> instances like the following in the log file:
>
> [Thu Feb 19 13:15:04 2009] [debug]: Probe for GPG failed. Process exitted 
> with code 13 (/usr/local/lib/perl5/site_perl/5.8.9/RT/Crypt/GnuPG.pm:2362)
> [Thu Feb 19 13:15:04 2009] [debug]: RT's GnuPG libraries couldn't 
> successfully execute gpg. PGP support has been disabled 
> (/usr/local/lib/perl5/site_perl/5.8.9/RT/Config.pm:350)
>
> gpg is installed and working just fine, but again -- as /usr/local/bin/gpg:
>
> :# /usr/local/bin/gpg --version
> gpg (GnuPG) 2.0.10
> libgcrypt 1.4.4
> Copyright (C) 2009 Free Software Foundation, Inc.
> License GPLv3+: GNU GPL version 3 or later 
> 
> This is free software: you are free to change and redistribute it.
> There is NO WARRANTY, to the extent permitted by law.
>
> Home: ~/.gnupg
> Supported algorithms:
> Pubkey: RSA, ELG, DSA
> Cipher: 3DES, CAST5, BLOWFISH, AES, AES192, AES256, TWOFISH
> Hash: MD5, SHA1, RIPEMD160, SHA256, SHA384, SHA512, SHA224
> Compression: Uncompressed, ZIP, ZLIB, BZIP2
>
> Now, I had thought this was simply down to the environment Apache is 
> started up with, or that it would pass through to CGI scripts.  However
> no amount of fiddling with /usr/local/etc/apache22/envars.d/path.env
> or adding 'PassEnv PATH' in the apache config or of other similar attempts
> has made any difference.  Neither have I been able to find any solution by
> grepping through quantities of perl modules.
>
> Is there a standard means either for setting the PATH rt applies to
> commands it invokes, or for supplying a fully qualified path for subsidiary 
> programs it invokes?
>
> 	Cheers,
>
> 	Matthew
>
> -- 
> Dr Matthew Seaman                        The Bunker, Ash Radar Station
> PGP: 0x60AE908C on servers               Marshborough Rd
> Tel: +44 1304 814890                     Sandwich
> Fax: +44 1304 814899                     Kent, CT13 0PL, UK
>



> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 bashir.jahed at nha.co.za  Thu Feb 19 09:16:07 2009
From: bashir.jahed at nha.co.za (Bashir Jahed)
Date: Thu, 19 Feb 2009 16:16:07 +0200
Subject: [rt-users] Autocreated on ticket submission - Quert Builder
Message-ID: <03D0CD3BAC1F2949B639858D2686296E020E6464@musca.ctn.nha.co.za>

Hi Alll,

 

I have a problem that has shown up over the last week. It looks as if
every single person who has ever submitted a ticket request has had a
user autocreated. These users now how up in query builder when we try
and do a search on the owner. Selecting the owner shows every single
email address of every person who has ever submitted a support request.

 

Any ideas how to prevent this from happening?

 

RT  3.8.0

 

Thanks in advance

 

________________________________

bashir jahed
nha | enhance
 

5 protea road | claremont | 7708
po box 24 | newlands | 7725
 

telephone +27 (21) 657-2574

mobile +27 (83) 414-0453

facsimile +27 (21) 657-2575

e-mail | messenger bashir.jahed at nha.co.za
 

________________________________

this message is subject to the disclaimer at
www.nha.co.za/disclaimer.asp   or
disclaimer at nha.co.za
  

 

 

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From ktm at rice.edu  Thu Feb 19 09:18:24 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 19 Feb 2009 08:18:24 -0600
Subject: [rt-users] Autocreated on ticket submission - Quert Builder
In-Reply-To: <03D0CD3BAC1F2949B639858D2686296E020E6464@musca.ctn.nha.co.za>
References: <03D0CD3BAC1F2949B639858D2686296E020E6464@musca.ctn.nha.co.za>
Message-ID: <20090219141824.GF14957@it.is.rice.edu>

Bashir,

You need to fix your permissions. Somewhere you are letting every
address own a ticket. That is what determines what shows up in the
pull-down. Happy hunting.

Ken

On Thu, Feb 19, 2009 at 04:16:07PM +0200, Bashir Jahed wrote:
> Hi Alll,
> 
>  
> 
> I have a problem that has shown up over the last week. It looks as if
> every single person who has ever submitted a ticket request has had a
> user autocreated. These users now how up in query builder when we try
> and do a search on the owner. Selecting the owner shows every single
> email address of every person who has ever submitted a support request.
> 
>  
> 
> Any ideas how to prevent this from happening?
> 
>  
> 
> RT  3.8.0
> 
>  
> 
> Thanks in advance
> 
>  
> 
> ________________________________
> 
> bashir jahed
> nha | enhance
>  
> 
> 5 protea road | claremont | 7708
> po box 24 | newlands | 7725
>  
> 
> telephone +27 (21) 657-2574
> 
> mobile +27 (83) 414-0453
> 
> facsimile +27 (21) 657-2575
> 
> e-mail | messenger bashir.jahed at nha.co.za
>  
> 
> ________________________________
> 
> this message is subject to the disclaimer at
> www.nha.co.za/disclaimer.asp   or
> disclaimer at nha.co.za
>   
> 
>  
> 
>  
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 bashir.jahed at nha.co.za  Thu Feb 19 09:22:51 2009
From: bashir.jahed at nha.co.za (Bashir Jahed)
Date: Thu, 19 Feb 2009 16:22:51 +0200
Subject: [rt-users] Autocreated on ticket submission - Quert Builder
In-Reply-To: <20090219141824.GF14957@it.is.rice.edu>
References: <03D0CD3BAC1F2949B639858D2686296E020E6464@musca.ctn.nha.co.za>
	<20090219141824.GF14957@it.is.rice.edu>
Message-ID: <03D0CD3BAC1F2949B639858D2686296E020E6471@musca.ctn.nha.co.za>

Man how did this happen, all user have ticked "Allow user to access RT"

I am assuming this is the permission problem. Problem is how do i
disable this....Thousands of email addresses....

-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: 19 February 2009 04:18 PM
To: Bashir Jahed
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder

Bashir,

You need to fix your permissions. Somewhere you are letting every
address own a ticket. That is what determines what shows up in the
pull-down. Happy hunting.

Ken

On Thu, Feb 19, 2009 at 04:16:07PM +0200, Bashir Jahed wrote:
> Hi Alll,
> 
>  
> 
> I have a problem that has shown up over the last week. It looks as if
> every single person who has ever submitted a ticket request has had a
> user autocreated. These users now how up in query builder when we try
> and do a search on the owner. Selecting the owner shows every single
> email address of every person who has ever submitted a support
request.
> 
>  
> 
> Any ideas how to prevent this from happening?
> 
>  
> 
> RT  3.8.0
> 
>  
> 
> Thanks in advance
> 
>  
> 
> ________________________________
> 
> bashir jahed
> nha | enhance
>  
> 
> 5 protea road | claremont | 7708
> po box 24 | newlands | 7725
>  
> 
> telephone +27 (21) 657-2574
> 
> mobile +27 (83) 414-0453
> 
> facsimile +27 (21) 657-2575
> 
> e-mail | messenger bashir.jahed at nha.co.za
>  
> 
> ________________________________
> 
> this message is subject to the disclaimer at
> www.nha.co.za/disclaimer.asp   or
> disclaimer at nha.co.za
>   
> 
>  
> 
>  
> 

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


From mike.peachey at jennic.com  Thu Feb 19 09:30:40 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 19 Feb 2009 14:30:40 +0000
Subject: [rt-users] Autocreated on ticket submission - Quert Builder
In-Reply-To: <03D0CD3BAC1F2949B639858D2686296E020E6471@musca.ctn.nha.co.za>
References: <03D0CD3BAC1F2949B639858D2686296E020E6464@musca.ctn.nha.co.za>	<20090219141824.GF14957@it.is.rice.edu>
	<03D0CD3BAC1F2949B639858D2686296E020E6471@musca.ctn.nha.co.za>
Message-ID: <499D6D10.1060004@jennic.com>

Bashir Jahed wrote:
> Man how did this happen, all user have ticked "Allow user to access RT"
> 
> I am assuming this is the permission problem. Problem is how do i
> disable this....Thousands of email addresses....

I think you're misunderstanding how the system works.

In order to raise a ticket, the ticket must have a requestor. If the
requestor doesn't exist as a user, the ticket can't be created. If you
want someone to be able to create a ticket by email, it must auto-create
an account for them based on the e-mail address.

What you're seeing is normal behaviour. It would only be a problem if
they were all being granted privileged user status (the checkbox for let
this user be granted rights). In that case, then they would all show up
in a user-selection combo box.

-- 
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 bashir.jahed at nha.co.za  Thu Feb 19 09:35:21 2009
From: bashir.jahed at nha.co.za (Bashir Jahed)
Date: Thu, 19 Feb 2009 16:35:21 +0200
Subject: [rt-users] Autocreated on ticket submission - Quert Builder
In-Reply-To: <499D6D10.1060004@jennic.com>
References: <03D0CD3BAC1F2949B639858D2686296E020E6464@musca.ctn.nha.co.za>	<20090219141824.GF14957@it.is.rice.edu>
	<03D0CD3BAC1F2949B639858D2686296E020E6471@musca.ctn.nha.co.za>
	<499D6D10.1060004@jennic.com>
Message-ID: <03D0CD3BAC1F2949B639858D2686296E020E6482@musca.ctn.nha.co.za>

I have done the following:

Checked for a specific user in the search box as owner to confirm it
shows up. Then went into the specific user and unchecked "/users/Access
Control/Let this user access RT" checkbox and confirmed that the user no
longer shows up in the search box in the "Owner Field"

They never used to show up and cannot race if anything has happened over
the last week. Was on Leave and this was discovered while I was a way
and nobody is claiming any responsibility....

So there is now way for me to find out what happened...

-----Original Message-----
From: Mike Peachey [mailto:mike.peachey at jennic.com] 
Sent: 19 February 2009 04:31 PM
To: Bashir Jahed
Cc: Kenneth Marshall; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder

Bashir Jahed wrote:
> Man how did this happen, all user have ticked "Allow user to access
RT"
> 
> I am assuming this is the permission problem. Problem is how do i
> disable this....Thousands of email addresses....

I think you're misunderstanding how the system works.

In order to raise a ticket, the ticket must have a requestor. If the
requestor doesn't exist as a user, the ticket can't be created. If you
want someone to be able to create a ticket by email, it must auto-create
an account for them based on the e-mail address.

What you're seeing is normal behaviour. It would only be a problem if
they were all being granted privileged user status (the checkbox for let
this user be granted rights). In that case, then they would all show up
in a user-selection combo box.

-- 
Kind Regards,

__________________________________________________

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


From mike.peachey at jennic.com  Thu Feb 19 09:37:02 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 19 Feb 2009 14:37:02 +0000
Subject: [rt-users] Autocreated on ticket submission - Quert Builder
In-Reply-To: <03D0CD3BAC1F2949B639858D2686296E020E6482@musca.ctn.nha.co.za>
References: <03D0CD3BAC1F2949B639858D2686296E020E6464@musca.ctn.nha.co.za>	<20090219141824.GF14957@it.is.rice.edu>
	<03D0CD3BAC1F2949B639858D2686296E020E6471@musca.ctn.nha.co.za>
	<499D6D10.1060004@jennic.com>
	<03D0CD3BAC1F2949B639858D2686296E020E6482@musca.ctn.nha.co.za>
Message-ID: <499D6E8E.7000802@jennic.com>

Bashir Jahed wrote:
> I have done the following:
> 
> Checked for a specific user in the search box as owner to confirm it
> shows up. Then went into the specific user and unchecked "/users/Access
> Control/Let this user access RT" checkbox and confirmed that the user no
> longer shows up in the search box in the "Owner Field"

Because that user is now disabled and is unable to raise tickets from
that e-mail address..

-- 
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 matthew.seaman at thebunker.net  Thu Feb 19 10:20:08 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Thu, 19 Feb 2009 15:20:08 +0000
Subject: [rt-users] PATH for executing external programs from RT?
In-Reply-To: <20090219133628.GE14957@it.is.rice.edu>
References: <499D5F7B.6070502@thebunker.net>
	<20090219133628.GE14957@it.is.rice.edu>
Message-ID: <499D78A8.3010503@thebunker.net>

Kenneth Marshall wrote:
> Re-install the GraphViz and GnuPG modules using the correct
> paths to these programs. Alternatively, you can make a symbolic
> link from the actual location to where the module is looking for
> these programs.
> 

Both of those modules use the PATH setting in the environment to find
executables.  There is no explicit record of where programs were found at 
installation time.

And, no, I'm not going to make a rat's nest of symbolic links everywhere.
Fixing the thing that is broken is what is required, and in this case I'd 
say RT is pretty clearly not doing the right thing.

	Cheers,

	Matthew


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

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From alberto.villanueva at altran.es  Thu Feb 19 10:24:23 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 19 Feb 2009 16:24:23 +0100
Subject: [rt-users] Deleted status
Message-ID: 

Hi,

 

Does anyone know if a ticket has 'deleted' status it will be deleted
permanently?

 

Thanks!

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

 

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From chrisb at gourmettrading.net  Thu Feb 19 10:27:28 2009
From: chrisb at gourmettrading.net (Chris Black)
Date: Thu, 19 Feb 2009 07:27:28 -0800
Subject: [rt-users] WebService for RT?
Message-ID: 

Has anyone ever written a webservice or something to remotely create and
update tickets? I have a few ideas where I need an external system to check,
create and update RT tickets.

I have done this in the past with the SSH and local scripts, but I would
rather not have to do that with this solution.

Thanks for you suggestions or help!
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From barnesaw at ucrwcu.rwc.uc.edu  Thu Feb 19 10:32:17 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 19 Feb 2009 10:32:17 -0500
Subject: [rt-users] Deleted status
In-Reply-To: 
References: 
Message-ID: <499D7B81.2060504@ucrwcu.rwc.uc.edu>

Nope, it will still exist in the database and will still be viewable if 
someone knows the id. The only way to truly delete is to use Shredder.


Alberto Villanueva wrote:
>
> Hi,
>
> Does anyone know if a ticket has ?deleted? status it will be deleted 
> permanently?
>
> Thanks!
>
> Regards,
>
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> ____________________________________________
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From matthew.seaman at thebunker.net  Thu Feb 19 10:36:30 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Thu, 19 Feb 2009 15:36:30 +0000
Subject: [rt-users] PATH for executing external programs from RT?
In-Reply-To: <499D78A8.3010503@thebunker.net>
References: <499D5F7B.6070502@thebunker.net>	<20090219133628.GE14957@it.is.rice.edu>
	<499D78A8.3010503@thebunker.net>
Message-ID: <499D7C7E.5000302@thebunker.net>

Matthew Seaman wrote:
> Kenneth Marshall wrote:
>> Re-install the GraphViz and GnuPG modules using the correct
>> paths to these programs. Alternatively, you can make a symbolic
>> link from the actual location to where the module is looking for
>> these programs.
>>
> 
> Both of those modules use the PATH setting in the environment to find
> executables.  There is no explicit record of where programs were found 
> at installation time.
> 
> And, no, I'm not going to make a rat's nest of symbolic links everywhere.
> Fixing the thing that is broken is what is required, and in this case 
> I'd say RT is pretty clearly not doing the right thing.
> 

A hah! Found it.

splenetic:/usr/local/bin:# diff -u webmux.pl{.save,}
--- webmux.pl.save      2009-02-16 15:49:57.000000000 +0000
+++ webmux.pl   2009-02-19 15:21:01.000000000 +0000
@@ -49,7 +49,7 @@
  use strict;

  BEGIN {
-    $ENV{'PATH'}   = '/bin:/usr/bin';                     # or whatever 
you need
+    $ENV{'PATH'}   = '/bin:/usr/bin:/usr/local/bin'; 
# or whatever you need
      $ENV{'CDPATH'} = '' if defined $ENV{'CDPATH'};
      $ENV{'SHELL'}  = '/bin/sh' if defined $ENV{'SHELL'};
      $ENV{'ENV'}    = '' if defined $ENV{'ENV'};

Now the graph links work, and the GPG links are actually showing up.
Definately one for the FreeBSD port even if not accepted upstream.

	Cheers,

	Matthew

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

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From alberto.villanueva at altran.es  Thu Feb 19 10:40:46 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 19 Feb 2009 16:40:46 +0100
Subject: [rt-users] Deleted status
In-Reply-To: <499D7B81.2060504@ucrwcu.rwc.uc.edu>
References: 
	<499D7B81.2060504@ucrwcu.rwc.uc.edu>
Message-ID: 

Thanks!! I thought that :)

Now, if I want to delete several tickets by id, could it be done on shredder? I
doesn't accept queries :(

Regards,

ALBERTO VILLANUEVA VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 
-----Mensaje original-----
De: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Enviado el: jueves, 19 de febrero de 2009 16:32
Para: Alberto Villanueva
CC: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] Deleted status

Nope, it will still exist in the database and will still be viewable if 
someone knows the id. The only way to truly delete is to use Shredder.


Alberto Villanueva wrote:
>
> Hi,
>
> Does anyone know if a ticket has 'deleted' status it will be deleted 
> permanently?
>
> Thanks!
>
> Regards,
>
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> ____________________________________________
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati




From todd at chaka.net  Thu Feb 19 10:44:50 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 10:44:50 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
Message-ID: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>

We have an RT instance in a trusted environment. I have the following in
RT_SiteConfig.pm:

Set($TrustHTMLAttachments, 1);
Set($PreferRichText, 1);
Set($MaxAttachmentSize , 10000000);

I even turned of the HTML scrubber, yet when I attach an html file to a
ticket and then save it back to my filesystem, the md5sum is changed. This
doesn't happen for other file types.

Anyone know what it going on?

Thanks!
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From jesse at bestpractical.com  Thu Feb 19 10:47:07 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2009 10:47:07 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
Message-ID: <20090219154707.GE4538@bestpractical.com>




On Thu, Feb 19, 2009 at 10:44:50AM -0500, Todd Chapman wrote:
> We have an RT instance in a trusted environment. I have the following in
> RT_SiteConfig.pm:
> 
> Set($TrustHTMLAttachments, 1);
> Set($PreferRichText, 1);
> Set($MaxAttachmentSize , 10000000);
> 
> I even turned of the HTML scrubber, yet when I attach an html file to a
> ticket and then save it back to my filesystem, the md5sum is changed. 

md5sum changed and "mangled" are hardly the same thing. But yes, RT
canonicalizes text to UTF8 as it comes in.



From todd at chaka.net  Thu Feb 19 10:49:11 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 10:49:11 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <20090219154707.GE4538@bestpractical.com>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
Message-ID: <519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>

Thanks for the reply Jessee,

The html no longer displays correctly in the browser after canonicalization.
Suggestions?

On Thu, Feb 19, 2009 at 10:47 AM, Jesse Vincent wrote:

>
>
>
> On Thu, Feb 19, 2009 at 10:44:50AM -0500, Todd Chapman wrote:
> > We have an RT instance in a trusted environment. I have the following in
> > RT_SiteConfig.pm:
> >
> > Set($TrustHTMLAttachments, 1);
> > Set($PreferRichText, 1);
> > Set($MaxAttachmentSize , 10000000);
> >
> > I even turned of the HTML scrubber, yet when I attach an html file to a
> > ticket and then save it back to my filesystem, the md5sum is changed.
>
> md5sum changed and "mangled" are hardly the same thing. But yes, RT
> canonicalizes text to UTF8 as it comes in.
>
>
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From alberto.villanueva at altran.es  Thu Feb 19 10:49:40 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 19 Feb 2009 16:49:40 +0100
Subject: [rt-users] Deleted status
In-Reply-To: 
References: <499D7B81.2060504@ucrwcu.rwc.uc.edu>
	
Message-ID: 

I have a possible solution:

- Select tickets
- Change to "deleted" status
- Remove to "shredder"

Regards,

ALBERTO VILLANUEVA VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Alberto
Villanueva
Enviado el: jueves, 19 de febrero de 2009 16:41
Para: 'Drew Barnes'
CC: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] Deleted status

Thanks!! I thought that :)

Now, if I want to delete several tickets by id, could it be done on shredder? I
doesn't accept queries :(

Regards,

ALBERTO VILLANUEVA VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 
-----Mensaje original-----
De: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Enviado el: jueves, 19 de febrero de 2009 16:32
Para: Alberto Villanueva
CC: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] Deleted status

Nope, it will still exist in the database and will still be viewable if 
someone knows the id. The only way to truly delete is to use Shredder.


Alberto Villanueva wrote:
>
> Hi,
>
> Does anyone know if a ticket has 'deleted' status it will be deleted 
> permanently?
>
> Thanks!
>
> Regards,
>
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> ____________________________________________
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati


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

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


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



From chrisb at gourmettrading.net  Thu Feb 19 10:49:31 2009
From: chrisb at gourmettrading.net (Chris Black)
Date: Thu, 19 Feb 2009 07:49:31 -0800
Subject: [rt-users] WebService for RT?
In-Reply-To: <499D7AF9.50407@fullnet.co.uk>
References: 
	<499D7AF9.50407@fullnet.co.uk>
Message-ID: 

Thanks. This looks like a good solution, however I need something that  
can give me back the Ticket ID and other information immediately.  
Having to wait for an email reply from RT to confirm the changes, etc  
would not be  ideal.

Thanks!

On Feb 19, 2009, at 7:30 AM, Kobus Bensch - No Sig wrote:

> Hi
>
> Enable and use the commands by email option.
>
> Kobus


From racke at linuxia.de  Thu Feb 19 11:03:20 2009
From: racke at linuxia.de (Stefan Hornburg)
Date: Thu, 19 Feb 2009 17:03:20 +0100
Subject: [rt-users] WebService for RT?
In-Reply-To: 
References: 	<499D7AF9.50407@fullnet.co.uk>
	
Message-ID: <499D82C8.3070004@linuxia.de>

Chris Black wrote:
> Thanks. This looks like a good solution, however I need something that  
> can give me back the Ticket ID and other information immediately.  
> Having to wait for an email reply from RT to confirm the changes, etc  
> would not be  ideal.
> 

The REST interface just gives you the information back immediately
if you don't count HTTP roundtrip time.

Regards
          Racke

-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From jesse at bestpractical.com  Thu Feb 19 11:05:14 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2009 11:05:14 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
Message-ID: <20090219160514.GN53289@17h.local>


On Thu 19.Feb'09 at 10:49:11 -0500, Todd Chapman wrote:
>    Thanks for the reply Jessee,
> 
>    The html no longer displays correctly in the browser after
>    canonicalization. Suggestions?

What do you mean "no longer displays correctly"? 


From todd at chaka.net  Thu Feb 19 11:11:13 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 11:11:13 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <20090219160514.GN53289@17h.local>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
Message-ID: <519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>

The original file when opened up in a browser looks like a formatted web
page. After processing by RT the file look like it is rendered as what looks
like plain text in Safari. In Firefox there are a bunch of weird question
mark characters representing the spaces between characters. FF's page info
says it's a type = "text/html" and encoding = UTF-8.

On Thu, Feb 19, 2009 at 11:05 AM, Jesse Vincent wrote:

>
> On Thu 19.Feb'09 at 10:49:11 -0500, Todd Chapman wrote:
> >    Thanks for the reply Jessee,
> >
> >    The html no longer displays correctly in the browser after
> >    canonicalization. Suggestions?
>
> What do you mean "no longer displays correctly"?
>
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From todd at chaka.net  Thu Feb 19 11:34:38 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 11:34:38 -0500
Subject: [rt-users] Forward an entire ticket to an outside email address.
In-Reply-To: <499C99F5.8070508@abshernw.com>
References: <499C99F5.8070508@abshernw.com>
Message-ID: <519782dc0902190834p4c11db04l99e91bf45b33c005@mail.gmail.com>

That's a feature of RT 3.8.

On Wed, Feb 18, 2009 at 6:29 PM, Chris Crow wrote:

> I have a quick question about RT.
>
> We have a group of technicians that work entirely from the RT's web
> interface, so they never see any email. This works great, but they want
> a way to forward a ticket, including any attachments, to an outside
> email address.
>
> I have no idea how to get this accomplished, my first thought was to
> write a perl script that would send the ticket log and attachment to an
> email address of choice. I'm a intermediate perl programmer on a good
> day, so I was wondering if anyone had any better ideas.
>
> Thanks in advance,
>
> Chris
>
> Also, everyone at my company loves RT, it has changed the way we do
> support!
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Thu Feb 19 11:35:50 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2009 11:35:50 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
	<519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
	<519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
Message-ID: <20090219163550.GR53289@17h.local>




On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote:
>    Correction, the weird question mark characters are between every character
>    in the original document. Like so:
> 
>    ? ? ?
References: <499C99F5.8070508@abshernw.com>
	<519782dc0902190834p4c11db04l99e91bf45b33c005@mail.gmail.com>
Message-ID: <519782dc0902190836w1bb7e1efp14a0d18afbfbe7f@mail.gmail.com>

Actually, you can't forward a whole ticket, but you can forward a comment or
correspondence.

On Thu, Feb 19, 2009 at 11:34 AM, Todd Chapman  wrote:

> That's a feature of RT 3.8.
>
>
> On Wed, Feb 18, 2009 at 6:29 PM, Chris Crow wrote:
>
>> I have a quick question about RT.
>>
>> We have a group of technicians that work entirely from the RT's web
>> interface, so they never see any email. This works great, but they want
>> a way to forward a ticket, including any attachments, to an outside
>> email address.
>>
>> I have no idea how to get this accomplished, my first thought was to
>> write a perl script that would send the ticket log and attachment to an
>> email address of choice. I'm a intermediate perl programmer on a good
>> day, so I was wondering if anyone had any better ideas.
>>
>> Thanks in advance,
>>
>> Chris
>>
>> Also, everyone at my company loves RT, it has changed the way we do
>> support!
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 todd at chaka.net  Thu Feb 19 11:40:28 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 11:40:28 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <20090219163550.GR53289@17h.local>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
	<519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
	<519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
	<20090219163550.GR53289@17h.local>
Message-ID: <519782dc0902190840i1d95d242h7c89413f68789409@mail.gmail.com>

Jesse,

That does not appear to be the case. Can I send the original file directly
to you?

On Thu, Feb 19, 2009 at 11:35 AM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote:
> >    Correction, the weird question mark characters are between every
> character
> >    in the original document. Like so:
> >
> >    ? ? ?
> Fascinating. Does it do this with all html attachments?
>
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From todd at chaka.net  Thu Feb 19 11:33:25 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 11:33:25 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
	<519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
Message-ID: <519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>

Correction, the weird question mark characters are between every character
in the original document. Like so:

? ? ??
? ?? ? ?? ? ?? ? ? wrote:

> The original file when opened up in a browser looks like a formatted web
> page. After processing by RT the file look like it is rendered as what looks
> like plain text in Safari. In Firefox there are a bunch of weird question
> mark characters representing the spaces between characters. FF's page info
> says it's a type = "text/html" and encoding = UTF-8.
>
>
> On Thu, Feb 19, 2009 at 11:05 AM, Jesse Vincent wrote:
>
>>
>> On Thu 19.Feb'09 at 10:49:11 -0500, Todd Chapman wrote:
>> >    Thanks for the reply Jessee,
>> >
>> >    The html no longer displays correctly in the browser after
>> >    canonicalization. Suggestions?
>>
>> What do you mean "no longer displays correctly"?
>>
>
>
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From racke at linuxia.de  Thu Feb 19 10:50:03 2009
From: racke at linuxia.de (Stefan Hornburg)
Date: Thu, 19 Feb 2009 16:50:03 +0100
Subject: [rt-users] WebService for RT?
In-Reply-To: 
References: 
Message-ID: <499D7FAB.1020907@linuxia.de>

Chris Black wrote:
> Has anyone ever written a webservice or something to remotely create and 
> update tickets? I have a few ideas where I need an external system to 
> check, create and update RT tickets.
> 
> I have done this in the past with the SSH and local scripts, but I would 
> rather not have to do that with this solution.

There is a REST interface and a corresponding Perl module (though that
might be a bit outdated with 3.8).

Regards
	Racke


-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From todd at chaka.net  Thu Feb 19 11:42:42 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 11:42:42 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <20090219163550.GR53289@17h.local>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
	<519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
	<519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
	<20090219163550.GR53289@17h.local>
Message-ID: <519782dc0902190842i486f1723wa51fd776ca6fe9a4@mail.gmail.com>

According to FF the original file has an encoding of UTF-16LE. It was
generated by Word. (I know, I know)

On Thu, Feb 19, 2009 at 11:35 AM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote:
> >    Correction, the weird question mark characters are between every
> character
> >    in the original document. Like so:
> >
> >    ? ? ?
> Fascinating. Does it do this with all html attachments?
>
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From ktm at rice.edu  Thu Feb 19 11:44:43 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 19 Feb 2009 10:44:43 -0600
Subject: [rt-users] PATH for executing external programs from RT?
In-Reply-To: <499D7C7E.5000302@thebunker.net>
References: <499D5F7B.6070502@thebunker.net>
	<20090219133628.GE14957@it.is.rice.edu>
	<499D78A8.3010503@thebunker.net> <499D7C7E.5000302@thebunker.net>
Message-ID: <20090219164443.GG14957@it.is.rice.edu>

I just assumed that the values were hardcoded and not something
that changing your PATH setting would affect. Since that is the
case, this is the appropriate change. I am glad you fixed it.

Cheers,
Ken

On Thu, Feb 19, 2009 at 03:36:30PM +0000, Matthew Seaman wrote:
> Matthew Seaman wrote:
>> Kenneth Marshall wrote:
>>> Re-install the GraphViz and GnuPG modules using the correct
>>> paths to these programs. Alternatively, you can make a symbolic
>>> link from the actual location to where the module is looking for
>>> these programs.
>>>
>> Both of those modules use the PATH setting in the environment to find
>> executables.  There is no explicit record of where programs were found at 
>> installation time.
>> And, no, I'm not going to make a rat's nest of symbolic links everywhere.
>> Fixing the thing that is broken is what is required, and in this case I'd 
>> say RT is pretty clearly not doing the right thing.
>
> A hah! Found it.
>
> splenetic:/usr/local/bin:# diff -u webmux.pl{.save,}
> --- webmux.pl.save      2009-02-16 15:49:57.000000000 +0000
> +++ webmux.pl   2009-02-19 15:21:01.000000000 +0000
> @@ -49,7 +49,7 @@
>  use strict;
>
>  BEGIN {
> -    $ENV{'PATH'}   = '/bin:/usr/bin';                     # or whatever 
> you need
> +    $ENV{'PATH'}   = '/bin:/usr/bin:/usr/local/bin'; # or whatever you 
> need
>      $ENV{'CDPATH'} = '' if defined $ENV{'CDPATH'};
>      $ENV{'SHELL'}  = '/bin/sh' if defined $ENV{'SHELL'};
>      $ENV{'ENV'}    = '' if defined $ENV{'ENV'};
>
> Now the graph links work, and the GPG links are actually showing up.
> Definately one for the FreeBSD port even if not accepted upstream.
>
> 	Cheers,
>
> 	Matthew
>
> -- 
> Dr Matthew Seaman                        The Bunker, Ash Radar Station
> PGP: 0x60AE908C on servers               Marshborough Rd
> Tel: +44 1304 814890                     Sandwich
> Fax: +44 1304 814899                     Kent, CT13 0PL, UK
>




From jesse at bestpractical.com  Thu Feb 19 11:45:32 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2009 11:45:32 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <519782dc0902190842i486f1723wa51fd776ca6fe9a4@mail.gmail.com>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
	<519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
	<519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
	<20090219163550.GR53289@17h.local>
	<519782dc0902190842i486f1723wa51fd776ca6fe9a4@mail.gmail.com>
Message-ID: <20090219164532.GV53289@17h.local>




On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
>    According to FF the original file has an encoding of UTF-16LE. It was
>    generated by Word. (I know, I know)

Now we're getting somewhere.  Was it attached to a mail as an
attachment? If so, what do the headers for the original attachment look
like as they hit RT.  If not, how did it get into RT?


From jesse at bestpractical.com  Thu Feb 19 11:45:57 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2009 11:45:57 -0500
Subject: [rt-users] WebService for RT?
In-Reply-To: <499D7FAB.1020907@linuxia.de>
References: 
	<499D7FAB.1020907@linuxia.de>
Message-ID: <20090219164557.GW53289@17h.local>




On Thu 19.Feb'09 at 16:50:03 +0100, Stefan Hornburg wrote:
> There is a REST interface and a corresponding Perl module (though that
> might be a bit outdated with 3.8).

I'm using RT::Client::REST against 3.8.2 just fine.


From todd at chaka.net  Thu Feb 19 11:54:35 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 11:54:35 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <20090219164532.GV53289@17h.local>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
	<519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
	<519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
	<20090219163550.GR53289@17h.local>
	<519782dc0902190842i486f1723wa51fd776ca6fe9a4@mail.gmail.com>
	<20090219164532.GV53289@17h.local>
Message-ID: <519782dc0902190854o55596e56j6dd26344a504f7ab@mail.gmail.com>

It was attached using the web interface.

On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
> >    According to FF the original file has an encoding of UTF-16LE. It was
> >    generated by Word. (I know, I know)
>
> Now we're getting somewhere.  Was it attached to a mail as an
> attachment? If so, what do the headers for the original attachment look
> like as they hit RT.  If not, how did it get into RT?
>
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From todd at chaka.net  Thu Feb 19 11:55:19 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 11:55:19 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <20090219164532.GV53289@17h.local>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
	<519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
	<519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
	<20090219163550.GR53289@17h.local>
	<519782dc0902190842i486f1723wa51fd776ca6fe9a4@mail.gmail.com>
	<20090219164532.GV53289@17h.local>
Message-ID: <519782dc0902190855l18a2e166xfd297d61efd3baf8@mail.gmail.com>

It was attached in the web interface on the Create.html page. (Not a custom
field)

On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
> >    According to FF the original file has an encoding of UTF-16LE. It was
> >    generated by Word. (I know, I know)
>
> Now we're getting somewhere.  Was it attached to a mail as an
> attachment? If so, what do the headers for the original attachment look
> like as they hit RT.  If not, how did it get into RT?
>
-------------- next part --------------
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From jesse at bestpractical.com  Thu Feb 19 11:59:48 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2009 11:59:48 -0500
Subject: [rt-users] a question about rigths
In-Reply-To: 
References: 
Message-ID: <20090219165948.GZ53289@17h.local>


> 
> 
>    I have a question: "OwnTicket" right involves "StealTicket"??

StealTicket means you can take ownership of a ticket someone else owns.
OwnTicket is "who's allowed to own the ticket at all"



From alberto.villanueva at altran.es  Thu Feb 19 12:10:38 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 19 Feb 2009 18:10:38 +0100
Subject: [rt-users] a question about rigths
In-Reply-To: <20090219165948.GZ53289@17h.local>
References: 
	<20090219165948.GZ53289@17h.local>
Message-ID: 

Hi!

Thanks by the answer ;)

But... I have granted the "take" permission to my users..., and they can steal
tickets!! :( :(

Any idea?

Regards,

ALBERTO VILLANUEVA VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-----Mensaje original-----
De: Jesse Vincent [mailto:jesse at bestpractical.com] 
Enviado el: jueves, 19 de febrero de 2009 18:00
Para: Alberto Villanueva
CC: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] a question about rigths


> 
> 
>    I have a question: "OwnTicket" right involves "StealTicket"??

StealTicket means you can take ownership of a ticket someone else owns.
OwnTicket is "who's allowed to own the ticket at all"




From jesse at bestpractical.com  Thu Feb 19 12:29:40 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2009 12:29:40 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <519782dc0902190855l18a2e166xfd297d61efd3baf8@mail.gmail.com>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<20090219154707.GE4538@bestpractical.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
	<519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
	<519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
	<20090219163550.GR53289@17h.local>
	<519782dc0902190842i486f1723wa51fd776ca6fe9a4@mail.gmail.com>
	<20090219164532.GV53289@17h.local>
	<519782dc0902190855l18a2e166xfd297d61efd3baf8@mail.gmail.com>
Message-ID: <20090219172940.GD53289@17h.local>




On Thu 19.Feb'09 at 11:55:19 -0500, Todd Chapman wrote:
>    It was attached in the web interface on the Create.html page. (Not a
>    custom field)

And what headers is RT serving it out with? Is RT announcing it as utf8?
Is that stored in the database as content-type?

If you save the raw data from RT to disk and open it in a browser, does
it render correctly? (Use wget, not your browser to save it. The browser
could corrupt it)

> 
>    On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent
>    <[1]jesse at bestpractical.com> wrote:
> 
>      On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
>      >    According to FF the original file has an encoding of UTF-16LE. It
>      was
>      >    generated by Word. (I know, I know)
> 
>      Now we're getting somewhere.  Was it attached to a mail as an
>      attachment? If so, what do the headers for the original attachment look
>      like as they hit RT.  If not, how did it get into RT?
> 
> References
> 
>    Visible links
>    1. mailto:jesse at bestpractical.com

-- 


From jrhett at netconsonance.com  Thu Feb 19 12:35:23 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 19 Feb 2009 09:35:23 -0800
Subject: [rt-users] changed site to SSL -- no username/password prompt?
Message-ID: <0F360F6D-D697-4A2B-82E2-92CFA935251F@netconsonance.com>

This is probably FAQ but I've been searching and coming up dry.

We changed the site to SSL.  Setup the apache vhost correctly.   
Changed the webbaseurl in RT_SiteConfig.  Changed the mailgate  
aliases.  Stopped apache and cleared the mason cache.

It's working just fine in an Apache sense.  Mailgate is working fine  
and submitting tickets.  We're getting notifications about new tickets  
and updated tickets.

...but we can't login.  The login page has no username/password  
prompt.  The login page is otherwise whole and displays correctly.   
There's just no username/password prompt.  No where to enter our login  
information.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From jrhett at netconsonance.com  Thu Feb 19 12:53:32 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 19 Feb 2009 09:53:32 -0800
Subject: [rt-users] changed site to SSL -- no username/password prompt?
In-Reply-To: <0F360F6D-D697-4A2B-82E2-92CFA935251F@netconsonance.com>
References: <0F360F6D-D697-4A2B-82E2-92CFA935251F@netconsonance.com>
Message-ID: <193A14F6-AC47-4D9B-BFEA-3638070F380E@netconsonance.com>

In specific, the titlebox content is empty.





   

   

     
       	Login
     3.8.2
   

   




     

   







On Feb 19, 2009, at 9:35 AM, Jo Rhett wrote:
> This is probably FAQ but I've been searching and coming up dry.
>
> We changed the site to SSL.  Setup the apache vhost correctly.
> Changed the webbaseurl in RT_SiteConfig.  Changed the mailgate
> aliases.  Stopped apache and cleared the mason cache.
>
> It's working just fine in an Apache sense.  Mailgate is working fine
> and submitting tickets.  We're getting notifications about new tickets
> and updated tickets.
>
> ...but we can't login.  The login page has no username/password
> prompt.  The login page is otherwise whole and displays correctly.
> There's just no username/password prompt.  No where to enter our login
> information.
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From todd at chaka.net  Thu Feb 19 12:56:11 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2009 12:56:11 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <20090219172940.GD53289@17h.local>
References: <519782dc0902190744hd06431at262b206e5911dabf@mail.gmail.com>
	<519782dc0902190749k8097450q19c955cec9027d42@mail.gmail.com>
	<20090219160514.GN53289@17h.local>
	<519782dc0902190811v14e6c752u94274f26bafdafce@mail.gmail.com>
	<519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
	<20090219163550.GR53289@17h.local>
	<519782dc0902190842i486f1723wa51fd776ca6fe9a4@mail.gmail.com>
	<20090219164532.GV53289@17h.local>
	<519782dc0902190855l18a2e166xfd297d61efd3baf8@mail.gmail.com>
	<20090219172940.GD53289@17h.local>
Message-ID: <519782dc0902190956m654d2a83hea8e2582f198521e@mail.gmail.com>

On Thu, Feb 19, 2009 at 12:29 PM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:55:19 -0500, Todd Chapman wrote:
> >    It was attached in the web interface on the Create.html page. (Not a
> >    custom field)
>
> And what headers is RT serving it out with? Is RT announcing it as utf8?
> Is that stored in the database as content-type?
>
> If you save the raw data from RT to disk and open it in a browser, does
> it render correctly? (Use wget, not your browser to save it. The browser
> could corrupt it)


It displays the same when downloaded with wget. (same md5)

Here are the headers via the wget -S option:

  HTTP/1.1 200 OK
  Date: Thu, 19 Feb 2009 17:52:57 GMT
  Server: Apache/2.2.3 (CentOS)
  Set-Cookie: RT_SID_techrt.80=b6f63c39b4f0992034a41bb57f9bac80; path=/
  Connection: close
  Content-Type: text/html;charset=utf-8
Length: unspecified [text/html]



>
>
> >
> >    On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent
> >    <[1]jesse at bestpractical.com> wrote:
> >
> >      On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
> >      >    According to FF the original file has an encoding of UTF-16LE.
> It
> >      was
> >      >    generated by Word. (I know, I know)
> >
> >      Now we're getting somewhere.  Was it attached to a mail as an
> >      attachment? If so, what do the headers for the original attachment
> look
> >      like as they hit RT.  If not, how did it get into RT?
> >
> > References
> >
> >    Visible links
> >    1. mailto:jesse at bestpractical.com
>
> --
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From KFCrocker at lbl.gov  Thu Feb 19 12:57:11 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 19 Feb 2009 09:57:11 -0800
Subject: [rt-users] Autocreated on ticket submission - Quert Builder
In-Reply-To: <499D6E8E.7000802@jennic.com>
References: <03D0CD3BAC1F2949B639858D2686296E020E6464@musca.ctn.nha.co.za>
	<20090219141824.GF14957@it.is.rice.edu>
	<03D0CD3BAC1F2949B639858D2686296E020E6471@musca.ctn.nha.co.za>
	<499D6D10.1060004@jennic.com>
	<03D0CD3BAC1F2949B639858D2686296E020E6482@musca.ctn.nha.co.za>
	<499D6E8E.7000802@jennic.com>
Message-ID: <499D9D77.8090107@lbl.gov>

Bashir,


	What Mike was telling you is that if the "BOTTOM" box is checked for a 
user, they can have privileges. This means that if you grant the 
"OwnTicket" right globally to Privileged users, then all these 
requestors that send in tickets via email will have the right to OWN a 
ticket, hence they appear on the drop-down. So, you can do a couple 
different things to resolve this.
	1) Uncheck the bottom box on these Users. This could turn out to be a 
long, ongoing process unless you can set your RT_SiteConfig.pm file to 
allow them to become unprivileged users only (Top box checked ONLY). I'm 
not sure what that setting is, perhaps Mike knows.
	2) Remove the Global settings for "OwnTicket" and perhaps others like 
"TakeTicket", "StealTIcket", "DeleteTicket", etc.  from Privileged Users 
or "Everyone" and  grant those rights to groups of users. That way 
privileges are more defined in who can do what and your queries will run 
MUCH faster as well.
	Hopes this helps.


Kenn
LBNL

On 2/19/2009 6:37 AM, Mike Peachey wrote:
> Bashir Jahed wrote:
>> I have done the following:
>>
>> Checked for a specific user in the search box as owner to confirm it
>> shows up. Then went into the specific user and unchecked "/users/Access
>> Control/Let this user access RT" checkbox and confirmed that the user no
>> longer shows up in the search box in the "Owner Field"
> 
> Because that user is now disabled and is unable to raise tickets from
> that e-mail address..
> 



From toml at bitstatement.net  Thu Feb 19 13:01:43 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 19 Feb 2009 10:01:43 -0800
Subject: [rt-users] WebService for RT?
In-Reply-To: <20090219164557.GW53289@17h.local>
References: 	<499D7FAB.1020907@linuxia.de>
	<20090219164557.GW53289@17h.local>
Message-ID: <499D9E87.3010007@bitstatement.net>

Jesse Vincent wrote:
> 
> On Thu 19.Feb'09 at 16:50:03 +0100, Stefan Hornburg wrote:
>> There is a REST interface and a corresponding Perl module (though that
>> might be a bit outdated with 3.8).
> 
> I'm using RT::Client::REST against 3.8.2 just fine.

I'm also right now working on a ruby class that does essentially the same thing.

Using RT::Client::REST (or my ruby class when its finished) it should not be
hard to wrap the whole API in an XML-RPC service, or something similar, if you
really wanted to.  Though the wisdom of making a web service that accesses
another web service would definitely be questioned.  I suppose its likely that
if you are using, say, classic ASP, that XML-RPC access to RT::Client::REST
might be a far shade easier to code than re-writing RT::Client::REST in ASP.

If I can get permission to open source my ruby class, I will.

-- ============================
   Tom Lahti
   BIT Statement LLC

   http://www.bitstatement.net/
-- ============================


From KFCrocker at lbl.gov  Thu Feb 19 13:05:45 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 19 Feb 2009 10:05:45 -0800
Subject: [rt-users] a question about rigths
In-Reply-To: 
References: 
	<20090219165948.GZ53289@17h.local>
	
Message-ID: <499D9F79.5030104@lbl.gov>

Alberto,


	They shouldn't be able to "Steal" a ticket (which means it already has 
an owner) unless that right is being granted somewhere. Have you looked 
at your global rights? Have you check memberships in groups and roles 
and compare the rights granted to those? HAve you checked both Global 
and Queue privileges?


Kenn
LBNL

On 2/19/2009 9:10 AM, Alberto Villanueva wrote:
> Hi!
> 
> Thanks by the answer ;)
> 
> But... I have granted the "take" permission to my users..., and they can steal
> tickets!! :( :(
> 
> Any idea?
> 
> Regards,
> 
> ALBERTO VILLANUEVA VAL 
> Consultor
> ____________________________________________
>  Altran
> ParqueEmpresarial Las Mercedes, Edificio 1 
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
> www.altran.es
>  
> 
> -----Mensaje original-----
> De: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Enviado el: jueves, 19 de febrero de 2009 18:00
> Para: Alberto Villanueva
> CC: rt-users at lists.bestpractical.com
> Asunto: Re: [rt-users] a question about rigths
> 
> 
>>
>>    I have a question: "OwnTicket" right involves "StealTicket"??
> 
> StealTicket means you can take ownership of a ticket someone else owns.
> OwnTicket is "who's allowed to own the ticket at all"
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From falcone at bestpractical.com  Thu Feb 19 13:14:16 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 19 Feb 2009 13:14:16 -0500
Subject: [rt-users] changed site to SSL -- no username/password prompt?
In-Reply-To: <193A14F6-AC47-4D9B-BFEA-3638070F380E@netconsonance.com>
References: <0F360F6D-D697-4A2B-82E2-92CFA935251F@netconsonance.com>
	<193A14F6-AC47-4D9B-BFEA-3638070F380E@netconsonance.com>
Message-ID: <82B650AA-DDA9-45D4-93F2-25860A8364F3@bestpractical.com>


On Feb 19, 2009, at 12:53 PM, Jo Rhett wrote:

> In specific, the titlebox content is empty.
>
> 

> 

>   

>   

>     
>       	Login
>     3.8.2
>   

>   

>
>
>
>     

>   

> 

> 


Sounds like you've set WebExternalAuth to 1 and
WebFallbackToInternalAuth to 0

-kevin

>
> On Feb 19, 2009, at 9:35 AM, Jo Rhett wrote:
>> This is probably FAQ but I've been searching and coming up dry.
>>
>> We changed the site to SSL.  Setup the apache vhost correctly.
>> Changed the webbaseurl in RT_SiteConfig.  Changed the mailgate
>> aliases.  Stopped apache and cleared the mason cache.
>>
>> It's working just fine in an Apache sense.  Mailgate is working fine
>> and submitting tickets.  We're getting notifications about new  
>> tickets
>> and updated tickets.
>>
>> ...but we can't login.  The login page has no username/password
>> prompt.  The login page is otherwise whole and displays correctly.
>> There's just no username/password prompt.  No where to enter our  
>> login
>> information.
>>
>> -- 
>> Jo Rhett
>> Net Consonance : consonant endings by net philanthropy, open source
>> and other randomness
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jrhett at netconsonance.com  Thu Feb 19 13:22:00 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 19 Feb 2009 10:22:00 -0800
Subject: [rt-users] changed site to SSL -- no username/password prompt?
In-Reply-To: <82B650AA-DDA9-45D4-93F2-25860A8364F3@bestpractical.com>
References: <0F360F6D-D697-4A2B-82E2-92CFA935251F@netconsonance.com>
	<193A14F6-AC47-4D9B-BFEA-3638070F380E@netconsonance.com>
	<82B650AA-DDA9-45D4-93F2-25860A8364F3@bestpractical.com>
Message-ID: 

On Feb 19, 2009, at 10:14 AM, Kevin Falcone wrote:
> Sounds like you've set WebExternalAuth to 1 and
> WebFallbackToInternalAuth to 0

Bingo.  Where can I send the beer?

For a bonus question: why did this work in non-ssl mode?  I remember  
setting this way way way back when we though we'd use http auth, but  
realized it was easier to just have our internal password management  
change the passwords in RT's database ;-)

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From jrhett at netconsonance.com  Thu Feb 19 13:40:33 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 19 Feb 2009 10:40:33 -0800
Subject: [rt-users] change updates from unprivileged user to a different
	transaction type?
In-Reply-To: <20090212220224.GC13543@17h.local>
References: 
	<1234460097.7536.19.camel@pcx4546.desy.de>
	
	<20090212220224.GC13543@17h.local>
Message-ID: 

On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote:
>>   Jesse, how would you feel about having an action which indicates  
>> an update
>>   not by a privileged user?
>>   Ie, "Correspond" and Comments would be from privileged.
>>   "Update" or "Response" (or any other name you like) would be an  
>> update
>>   from an unprivileged user.
>>   This kind of change would make it easy to build Scrip actions  
>> around
>>   handling responses better.  Would you be interested in this?
>
> We already have something for you, I think.
>
> RT::Transaction->IsInbounda


So I figured I'd test this out.  It wasn't working, so I dug around  
inside RT/Transact.pm and I can't find this function.   Is this going  
into 3.8.3 or 4.0 ?

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From sturner at MIT.EDU  Thu Feb 19 13:43:36 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 19 Feb 2009 13:43:36 -0500
Subject: [rt-users] change updates from unprivileged user to a different
 transaction type?
In-Reply-To: 
References: 
	<1234460097.7536.19.camel@pcx4546.desy.de>
	
	<20090212220224.GC13543@17h.local>
	
Message-ID: 

On Thu, 19 Feb 2009 13:40:33 -0500, Jo Rhett   
wrote:

> On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote:
>>
>> RT::Transaction->IsInbounda
>
>
> So I figured I'd test this out.  It wasn't working, so I dug around
> inside RT/Transact.pm and I can't find this function.   Is this going
> into 3.8.3 or 4.0 ?
>

You should find it in Transaction_Overlay.pm

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From jesse at bestpractical.com  Thu Feb 19 14:06:58 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2009 14:06:58 -0500
Subject: [rt-users] change updates from unprivileged user to a
	different	transaction type?
In-Reply-To: 
References: 
	<1234460097.7536.19.camel@pcx4546.desy.de>
	
	<20090212220224.GC13543@17h.local>
	
Message-ID: <20090219190658.GN53289@17h.local>


>>
>> We already have something for you, I think.
>>
>> RT::Transaction->IsInbounda
>
>
> So I figured I'd test this out.  It wasn't working, so I dug around  
> inside RT/Transact.pm and I can't find this function.   Is this going  
> into 3.8.3 or 4.0 ?

Sorry. the "a" at the end was a typo. It's been there since RT 2.0
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source and 
> other randomness
>
>

-- 


From jrhett at netconsonance.com  Thu Feb 19 14:07:06 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 19 Feb 2009 11:07:06 -0800
Subject: [rt-users] change updates from unprivileged user to a different
	transaction type?
In-Reply-To: 
References: 
	<1234460097.7536.19.camel@pcx4546.desy.de>
	
	<20090212220224.GC13543@17h.local>
	
	
Message-ID: <3E879DB5-3589-4743-97A2-FD5ED5DDF629@netconsonance.com>

On Feb 19, 2009, at 10:43 AM, Stephen Turner wrote:
> On Thu, 19 Feb 2009 13:40:33 -0500, Jo Rhett  
>  wrote:
>
>> On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote:
>>>
>>> RT::Transaction->IsInbounda
>>
>>
>> So I figured I'd test this out.  It wasn't working, so I dug around
>> inside RT/Transact.pm and I can't find this function.   Is this going
>> into 3.8.3 or 4.0 ?

> You should find it in Transaction_Overlay.pm


I was just writing in to say "oops" when I saw you beat me to it.   
Oops ;-)

My problem was trying to directly use $RT::Transaction->IsInbound versus
     $self->TicketObj->IsInbound

It's working now, thanks!

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness




From jesse at bestpractical.com  Thu Feb 19 14:08:56 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2009 14:08:56 -0500
Subject: [rt-users] RT 3.8 mangles html attachment
In-Reply-To: <519782dc0902191051i7b999e0ehc9635769013d80e5@mail.gmail.com>
References: <519782dc0902190833l190563d7td1a133c50b7a7f21@mail.gmail.com>
	<20090219163550.GR53289@17h.local>
	<519782dc0902190842i486f1723wa51fd776ca6fe9a4@mail.gmail.com>
	<20090219164532.GV53289@17h.local>
	<519782dc0902190855l18a2e166xfd297d61efd3baf8@mail.gmail.com>
	<20090219172940.GD53289@17h.local>
	<519782dc0902190956m654d2a83hea8e2582f198521e@mail.gmail.com>
	<20090219182245.GM53289@17h.local>
	<519782dc0902191048w34a07af1j6e4334d4c8600fe7@mail.gmail.com>
	<519782dc0902191051i7b999e0ehc9635769013d80e5@mail.gmail.com>
Message-ID: <20090219190856.GO53289@17h.local>


> 
> 
> I don't know how FF figures out that it is UTF-16LE.

I'd recommend starting in lib/RT/I18N.pm sub SetMIMEEntityToUTF8.
instrument there.


> 
> 
> On Thu, Feb 19, 2009 at 1:48 PM, Todd Chapman  wrote:
> >
> >
> > On Thu, Feb 19, 2009 at 1:22 PM, Jesse Vincent  wrote:
> >>
> >>
> >>
> >> On Thu 19.Feb'09 at 12:56:11 -0500, Todd Chapman wrote:
> >> >    On Thu, Feb 19, 2009 at 12:29 PM, Jesse Vincent
> >> >    <[1]jesse at bestpractical.com> wrote:
> >> >
> >> >      On Thu 19.Feb'09 at 11:55:19 -0500, Todd Chapman wrote:
> >> >      >    It was attached in the web interface on the Create.html page. (Not
> >> >      a
> >> >      >    custom field)
> >> >
> >> >      And what headers is RT serving it out with? Is RT announcing it as utf8?
> >> >      Is that stored in the database as content-type?
> >> >
> >>
> >> Well, what does the database say for content-type? Is the content in the
> >> database 'right'?
> >>
> >
> > Sorry. And thanks again for all the help!
> >
> > mysql> select Subject, Filename, ContentType, ContentEncoding, Headers from Attachments where id=10792\G
> > *************************** 1. row ***************************
> >         Subject: Re Eprize RPC interface failing on DC registration.htm
> >        Filename: Re Eprize RPC interface failing on DC registration.htm
> >     ContentType: text/html
> > ContentEncoding: none
> >         Headers: MIME-Version: 1.0
> > Subject: Re Eprize RPC interface failing on DC registration.htm
> > X-Mailer: MIME-tools 5.426 (Entity 5.426)
> > Content-Type: text/html;
> >  charset="utf-8";
> >  name="Re Eprize RPC interface failing on DC registration.htm"
> > Content-Disposition: inline;
> >  filename="Re Eprize RPC interface failing on DC registration.htm"
> > Content-Transfer-Encoding: binary
> > X-RT-Original-Encoding: utf-8
> > Content-Length: 73017
> >
> > 1 row in set (0.00 sec)
> >
> 

-- 


From alberto.villanueva at altran.es  Thu Feb 19 14:23:50 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 19 Feb 2009 20:23:50 +0100
Subject: [rt-users] 500 - Internal error
Message-ID: 

Hi all!

 

I have this problem because I have tried to update lots of tickets.

 

I have resolved giving grant to the "rt3" database to the "_rt_user"
user.

 

But. now I can initialize session with no user :-( :-( :-(

 

Some idea??

 

PS. The installation is a production server that it worked fine until 18.30 :-(
:-(

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

 

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From chaim.rieger at gmail.com  Thu Feb 19 14:29:43 2009
From: chaim.rieger at gmail.com (chaim.rieger at gmail.com)
Date: Thu, 19 Feb 2009 19:29:43 +0000
Subject: [rt-users] 500 - Internal error
In-Reply-To: 
References: 
Message-ID: <698107403-1235071804-cardhu_decombobulator_blackberry.rim.net-1170900759-@bxe1146.bisx.prod.on.blackberry>

What do the logs say ?
Sent via BlackBerry from T-Mobile

-----Original Message-----
From: "Alberto Villanueva" 

Date: Thu, 19 Feb 2009 20:23:50 
To: 
Subject: [rt-users] 500 - Internal error


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

Community help: http://wiki.bestpractical.com
Commercial support: 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 alberto.villanueva at altran.es  Thu Feb 19 14:43:21 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 19 Feb 2009 20:43:21 +0100
Subject: [rt-users] 500 - Internal error
In-Reply-To: <698107403-1235071804-cardhu_decombobulator_blackberry.rim.net-1170900759-@bxe1146.bisx.prod.on.blackberry>
References: 
	<698107403-1235071804-cardhu_decombobulator_blackberry.rim.net-1170900759-@bxe1146.bisx.prod.on.blackberry>
Message-ID: 

The rt log ("/var/log/rt.log") is empty :S :S :S

The log of apache (/var/log/httpd/error_log):

[Thu Feb 19 19:38:45 2009] [warning]: DBD::mysql::st execute failed: INSERT
command denied to user 'vtd_rt_dbuser'@'localhost' for table 'sessions' at
/usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm line 44.
(/usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm:44)

The log of apache (/var/log/mysql_log):

090219 18:52:45  mysqld started
InnoDB: The log sequence number in ibdata files does not match
InnoDB: the log sequence number in the ib_logfiles!
090219 18:52:46  InnoDB: Database was not shut down normally!
InnoDB: Starting crash recovery.
InnoDB: Reading tablespace information from the .ibd files...
InnoDB: Restoring possible half-written data pages from the doublewrite
InnoDB: buffer...
090219 18:52:51  InnoDB: Started; log sequence number 0 480031337
090219 18:52:54 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:22:37 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:22:37  InnoDB: Starting shutdown...
090219 19:22:39  InnoDB: Shutdown completed; log sequence number 0 482089083
090219 19:22:39 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:22:39  mysqld ended

090219 19:22:40  mysqld started
090219 19:22:40  InnoDB: Started; log sequence number 0 482089083
090219 19:22:40 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:39:40 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:39:40  InnoDB: Starting shutdown...
090219 19:39:42  InnoDB: Shutdown completed; log sequence number 0 482089083
090219 19:39:42 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:39:42  mysqld ended

090219 19:39:42  mysqld started
090219 19:39:42  InnoDB: Started; log sequence number 0 482089083
090219 19:39:42 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:48:36 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:48:38  InnoDB: Starting shutdown...
090219 19:48:39  InnoDB: Shutdown completed; log sequence number 0 482116559
090219 19:48:39 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:48:39  mysqld ended

090219 19:48:40  mysqld started
090219 19:48:40  InnoDB: Started; log sequence number 0 482116559
090219 19:48:40 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:50:42 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:50:42  InnoDB: Starting shutdown...
090219 19:50:43  InnoDB: Shutdown completed; log sequence number 0 482123150
090219 19:50:43 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:50:43  mysqld ended

090219 19:50:43  mysqld started
090219 19:50:43  InnoDB: Started; log sequence number 0 482123150
090219 19:50:43 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:52:22 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:52:22  InnoDB: Starting shutdown...
090219 19:52:24  InnoDB: Shutdown completed; log sequence number 0 482123150
090219 19:52:24 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:52:24  mysqld ended

090219 19:52:24  mysqld started
090219 19:52:24  InnoDB: Started; log sequence number 0 482123150
090219 19:52:24 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 20:03:34 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 20:03:36  InnoDB: Starting shutdown...
090219 20:03:37  InnoDB: Shutdown completed; log sequence number 0 482123160
090219 20:03:37 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 20:03:37  mysqld ended

090219 20:03:37  mysqld started
090219 20:03:38  InnoDB: Started; log sequence number 0 482123160
090219 20:03:38 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 20:19:43 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 20:19:45  InnoDB: Starting shutdown...
090219 20:19:46  InnoDB: Shutdown completed; log sequence number 0 482123160
090219 20:19:46 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 20:19:46  mysqld ended

090219 20:19:46  mysqld started
090219 20:19:46  InnoDB: Started; log sequence number 0 482123160
090219 20:19:46 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM


Thanks!

Regards,

ALBERTO VILLANUEVA VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 
-----Mensaje original-----
De: chaim.rieger at gmail.com [mailto:chaim.rieger at gmail.com] 
Enviado el: jueves, 19 de febrero de 2009 20:30
Para: Alberto Villanueva; rt-users-bounces at lists.bestpractical.com;
rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] 500 - Internal error

What do the logs say ?
Sent via BlackBerry from T-Mobile

-----Original Message-----
From: "Alberto Villanueva" 

Date: Thu, 19 Feb 2009 20:23:50 
To: 
Subject: [rt-users] 500 - Internal error


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

Community help: http://wiki.bestpractical.com
Commercial support: 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 james.faulkner at yale.edu  Thu Feb 19 15:00:33 2009
From: james.faulkner at yale.edu (Jim Faulkner)
Date: Thu, 19 Feb 2009 15:00:33 -0500 (EST)
Subject: [rt-users] ERROR 1062 during 3.4.5 -> 3.8.2 database update
In-Reply-To: 
References: 
Message-ID: 


Just wanted to follow up on this.  I was able to work around the 
"Duplicate entry" mysql error by modifying the "ALTER TABLE" command that 
caused the problem to be "ALTER IGNORE TABLE."  The IGNORE mysql extension 
is described on this page:
http://dev.mysql.com/doc/refman/5.1/en/alter-table.html

Basically it will delete any duplicate rows encountered.  This is fine for 
my purposes, because I am confident that any duplicate rows in the Users 
table were caused by spam e-mails.  I will be running rt-shredder and 
rt-validator as well to delete any spam tickets associated with those 
users and make sure that the RT database is OK.

On Wed, 18 Feb 2009, Jim Faulkner wrote:

>
> I'm getting the "ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2"
> error when updating the database from 3.4.5 to 3.8.2.  I see from this message:
> http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg17534.html
>
> that I have a few different choices as to how to solve this.  However, I'm not
> a mysql expert, so I'm afraid I'll need a little more help.
>
> I've tried changing the Users table's collation to utf8_unicode_ci, however I
> still get the same error when updating the database.  What collation should I
> use to prevent this error?  The original collation is latin1_swedish_ci.
>
> I've also tried to find the affected rows so that I can rename the users.
> However, I'm not getting anywhere.  The error says that the duplicate
> entry is '', however "select * from Users where Name='';" returns zero
> rows.  I've also tried dumping the Name column into a text file and using
> the uniq unix command, but it finds no duplicates.  What is the best way
> to find duplicate entries?
>
>

-- 
Jim Faulkner / james.faulkner at cs.yale.edu
Systems Administrator, Linux Systems Design & Support (LSDS)
Yale University Information Technology Services (ITS)
===============================================================
NOTE: Yale ITS will NEVER request passwords or other personal
information via email. Messages requesting such information are
fraudulent and should be deleted.


From curtisb at vianet.ca  Thu Feb 19 15:10:54 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 19 Feb 2009 15:10:54 -0500
Subject: [rt-users] ERROR 1062 during 3.4.5 -> 3.8.2 database update
In-Reply-To: 
References: 
	
Message-ID: <499DBCCE.7010408@vianet.ca>

I had the same problem and it was caused by accents, since mysql has no 
accent sensitive collations (_as) aside from utf8_bin which is 
everything sensitive, I basically just removed the user (or rename) to 
fix the issue. Since emails generally shouldn't have them it's pretty 
safe to do, the old latin collations did support them to some degree.

Jim Faulkner wrote:
> Just wanted to follow up on this.  I was able to work around the 
> "Duplicate entry" mysql error by modifying the "ALTER TABLE" command that 
> caused the problem to be "ALTER IGNORE TABLE."  The IGNORE mysql extension 
> is described on this page:
> http://dev.mysql.com/doc/refman/5.1/en/alter-table.html
>
> Basically it will delete any duplicate rows encountered.  This is fine for 
> my purposes, because I am confident that any duplicate rows in the Users 
> table were caused by spam e-mails.  I will be running rt-shredder and 
> rt-validator as well to delete any spam tickets associated with those 
> users and make sure that the RT database is OK.
>
> On Wed, 18 Feb 2009, Jim Faulkner wrote:
>
>   
>> I'm getting the "ERROR 1062 (23000) at line