From jeff at bofus.org  Thu Jan  1 11:10:39 2009
From: jeff at bofus.org (jeff at bofus.org)
Date: Thu, 01 Jan 2009 10:10:39 -0600
Subject: [rt-users] resolving and closing tickets
Message-ID: <495CEAFF.70403@bofus.org>

My apologies if this is answered somewhere else already.

When a ticket is set to status resolved, is there any way to lock it, or 
close the ticket out?
So that any future emails to the same ticket number do not result in the 
ticket being set back to status open?

Thanks for any help!

-Jeff Humes

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From jmoseley at corp.xanadoo.com  Thu Jan  1 11:24:30 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Thu, 1 Jan 2009 10:24:30 -0600
Subject: [rt-users] resolving and closing tickets
In-Reply-To: <495CEAFF.70403@bofus.org>
Message-ID: <OF63AE241A.3CA4FA4F-ON86257531.00596FC4-86257531.005A2025@corp.xanadoo.com>

That's a very good question and probably has been asked before.  I don't
think there is a way out-of-the-box to do this.  Probably could write a
custom script per queue - or hack the source code.  Of course, to do what
you want would result in the email being bounced back to sender or simply
eaten by RT.  I guess the bounced message could include details that the
ticket in question has been closed.


James Moseley




                                                                           
             "jeff at bofus.org"                                              
             <jeff at bofus.org>                                              
             Sent by:                                                   To 
             rt-users-bounces@         rt-users at lists.bestpractical.com    
             lists.bestpractic                                          cc 
             al.com                                                        
                                                                   Subject 
                                       [rt-users] resolving and closing    
             01/01/2009 10:10          tickets                             
             AM                                                            
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




My apologies if this is answered somewhere else already.

When a ticket is set to status resolved, is there any way to lock it, or
close the ticket out?
So that any future emails to the same ticket number do not result in the
ticket being set back to status open?

Thanks for any help!

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 Jan  1 15:35:20 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Jan 2009 15:35:20 -0500
Subject: [rt-users] resolving and closing tickets
In-Reply-To: <OF63AE241A.3CA4FA4F-ON86257531.00596FC4-86257531.005A2025@corp.xanadoo.com>
References: <495CEAFF.70403@bofus.org>
	<OF63AE241A.3CA4FA4F-ON86257531.00596FC4-86257531.005A2025@corp.xanadoo.com>
Message-ID: <20090101203520.GN8509@bestpractical.com>




On Thu, Jan 01, 2009 at 10:24:30AM -0600, jmoseley at corp.xanadoo.com wrote:
> That's a very good question and probably has been asked before.  I don't
> think there is a way out-of-the-box to do this.  Probably could write a
> custom script per queue - or hack the source code.  Of course, to do what
> you want would result in the email being bounced back to sender or simply
> eaten by RT.  I guess the bounced message could include details that the
> ticket in question has been closed.

From the original poster's description, it sounds like "Remove the
global scrip that reads "On Correspond, Open Ticket"

> 
> 
> James Moseley
> 
> 
> 
> 
>                                                                            
>              "jeff at bofus.org"                                              
>              <jeff at bofus.org>                                              
>              Sent by:                                                   To 
>              rt-users-bounces@         rt-users at lists.bestpractical.com    
>              lists.bestpractic                                          cc 
>              al.com                                                        
>                                                                    Subject 
>                                        [rt-users] resolving and closing    
>              01/01/2009 10:10          tickets                             
>              AM                                                            
>                                                                            
>                                                                            
>                                                                            
>                                                                            
>                                                                            
> 
> 
> 
> 
> My apologies if this is answered somewhere else already.
> 
> When a ticket is set to status resolved, is there any way to lock it, or
> close the ticket out?
> So that any future emails to the same ticket number do not result in the
> ticket being set back to status open?
> 
> Thanks for any help!
> 
> -Jeff Humes
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jmoseley at corp.xanadoo.com  Thu Jan  1 15:41:48 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Thu, 1 Jan 2009 14:41:48 -0600
Subject: [rt-users] resolving and closing tickets
In-Reply-To: <20090101203520.GN8509@bestpractical.com>
Message-ID: <OF4C39E608.47DC21D8-ON86257531.0071555B-86257531.0071AED9@corp.xanadoo.com>

                                                                           
             Jesse Vincent                                                 
             <jesse at bestpracti                                             
             cal.com>                                                   To 
                                       jmoseley at corp.xanadoo.com           
             01/01/2009 02:35                                           cc 
             PM                        "jeff at bofus.org" <jeff at bofus.org>,  
                                       rt-users at lists.bestpractical.com    
                                                                   Subject 
                                       Re: [rt-users] resolving and        
                                       closing tickets                     
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           










On Thu, Jan 01, 2009 at 10:24:30AM -0600, jmoseley at corp.xanadoo.com wrote:
>> That's a very good question and probably has been asked before.  I don't
>> think there is a way out-of-the-box to do this.  Probably could write a
>> custom script per queue - or hack the source code.  Of course, to do
what
>> you want would result in the email being bounced back to sender or
simply
>> eaten by RT.  I guess the bounced message could include details that the
>> ticket in question has been closed.

> From the original poster's description, it sounds like "Remove the
> global scrip that reads "On Correspond, Open Ticket"

Perfect.  Removing that wouldn't effect creation of tickets, though,
correct?

James






From jesse at bestpractical.com  Thu Jan  1 15:58:33 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Jan 2009 15:58:33 -0500
Subject: [rt-users] resolving and closing tickets
In-Reply-To: <OF4C39E608.47DC21D8-ON86257531.0071555B-86257531.0071AED9@corp.xanadoo.com>
References: <20090101203520.GN8509@bestpractical.com>
	<OF4C39E608.47DC21D8-ON86257531.0071555B-86257531.0071AED9@corp.xanadoo.com>
Message-ID: <20090101205833.GO8509@bestpractical.com>

> > From the original poster's description, it sounds like "Remove the
> > global scrip that reads "On Correspond, Open Ticket"
> 
> Perfect.  Removing that wouldn't effect creation of tickets, though,
> correct?

It would not.
> 
> James
> 
> 
> 
> 

-- 


From alexyoung at scoutsolutions.co.uk  Fri Jan  2 08:17:20 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Fri, 2 Jan 2009 13:17:20 -0000
Subject: [rt-users] RTFM article layout inclusion into tickets
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5EB5E@s-wor-e-001.SCOUTSOFFICE.local>

Hi,

          Anyone know how I can change the layout of the RTFM articles
when I include them in a RT ticket? At the moment it brigns in the RTFM
article number, title and some other info I don't need. Is it possible
to just bring in the text content field?

 

Thanks,

Alex

 

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From david at hrcsb.org  Fri Jan  2 09:07:50 2009
From: david at hrcsb.org (David Clymer)
Date: Fri, 02 Jan 2009 09:07:50 -0500
Subject: [rt-users] Ticket/comment import
Message-ID: <1230905270.16507.39.camel@shakazulu.mainst.hrcsb.org>

I'm considering moving to RT 3.8.1 from another ticket tracking system,
but would really like to preserve at least some of the data from the old
system. It seems like it would be fairly easy to import basic ticket
information into RT, but its not clear to me how to import ticket
comments.

Any tips or suggestions on how/if that could be done?

-davidc

--
To err is human. To moo, bovine.



From mike at ethos-is.com  Fri Jan  2 08:51:14 2009
From: mike at ethos-is.com (Michael O' Neill)
Date: Fri, 2 Jan 2009 13:51:14 -0000
Subject: [rt-users] Upgrade of RTFM has lost content of articles.
Message-ID: <87A417CC17675A4A98C4173D394659D402B88C78@HMMAIL.harbinson-mulholland.local>

Regarding this previous post, did anyone find the answer as I have this exact issue as well.

 

RTFM was upgraded from an unknown version and we lost all the content of the RTFM articles.

 

Thanks

 

Michael.

 

---------- Start of article

 

Bill Davis
??:  2006-12-19 09:56  -000
To: rt-users
??: Re: [rt-users] Problems upgrading RTFM to 2.2.0RC4

Bob Goldstein wrote: 
>> I'm using RT 3.6.1 with an unknown version of RTFM installed (though I 
>> think it is probably RTFM 2.1.40 based on the time frame installed) and 
>> am trying to migrate to RTFM 2.2.0RC4. Downloaded the file, read the 
>> README file, didn't seem to fit the upgrade instructions (not upgrading 
>> 
> >from a 2.0.x release), ... so tried the normal install instructions 
> 
>> (make Makefile.PL, make install), omitted "make initdb" because it 
>> wasn't an "initial install", stopped and started the webserver. 
>> 
>> Appears I now have an upgraded version, however all previous RTFM 
>> articles, while they still exist, have no content. 
>> 
>> Before I muck it up further would appreciate some advice: 
>> 
>> 1. How do you tell what version of RTFM is installed? ... I can't seem 
>> to find it anywhere? 
>> 2. How can I get my article content back & properly complete the 
>> upgrade? ... should I run the "make initdb" command or will this 
>> overwrite the existing tables in the database? 
>> 
>> 
> 
> Notice that /etc/upgrades has three directories: 
> 2.1.0 2.1.30 2.2.0RC2 
> 
> You must apply the upgrade from these for each version 
> later than the one you are upgrading. If you are starting with 
> 2.1.40, then you need apply 2.2.0RC2 
> 
> But also, the README left out a critical piece. 
> That is, the upgrade will break the association of 
> which custom fields go with which classes (which is why 
> your articles now appear to have no content.) To get it back: 
> 
> Login the RT web interface-> 
> Config->RTFM->Custom Fields-><CUSTOM FIELD NAME>->Apply-> Select the classes 
> the customfield will apply to (the common is to select all) and then click Send 
> 
> bobg 
Thanks for the reply. Since I'd already run "make Makefile.PL" & "make 
install", picked up the update instructions with (producing the 
responses indicated): 

> [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database 
> --action schema \ --datadir etc/upgrade/2.2.0RC2 --dba root 
> --dba-password xxxxxx 
> Creating database schema. 
> readline() on closed filehandle SCHEMA_LOCAL at 
> /opt/rt3/sbin/rt-setup-database line 192. 
> Problem with statement: 
> 
> CREATE TABLE Attachments ( 
> id INTEGER NOT NULL AUTO_INCREMENT, 
> TransactionId integer NOT NULL , 
> Parent integer NOT NULL DEFAULT 0 , 
> MessageId varchar(160) NULL , 
> Subject varchar(255) NULL , 
> Filename varchar(255) NULL , 
> ContentType varchar(80) NULL , 
> ContentEncoding varchar(80) NULL , 
> Content LONGTEXT NULL , 
> Headers LONGTEXT NULL , 
> Creator integer NOT NULL DEFAULT 0 , 
> Created DATETIME NULL , 
> PRIMARY KEY (id) 
> ) TYPE=InnoDB 
> Table 'Attachments' already exists at 
> /opt/rt3/sbin/rt-setup-database line 212. 
> [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database 
> --action acl \ - -datadir etc/upgrade/2.2.0RC2 --dba root 
> --dba-password xxxxxx 
> Done setting up database ACLs. 
> [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database 
> --action insert \ --datadir etc/upgrade/2.2.0RC2 --dba root 
> --dba-password xxxxxx 
> Use of uninitialized value in concatenation (.) or string at 
> /opt/rt3/sbin/rt-se tup-database line 162. 
> [Tue Dec 19 09:25:12 2006] [crit]: Can't locate /content in @INC 
> (@INC contains: /opt/rt3/lib /opt/rt3/local/lib 
> /usr/lib/perl5/site_perl/5.8.8/i386-linux-threa d-multi 
> /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi 
> /usr/lib/perl5/si te_perl/5.8.6/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.5/i386-linux- thread-multi 
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi 
> /usr/lib/per l5/site_perl/5.8.3/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.8 /usr/l ib/perl5/site_perl/5.8.7 
> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl /5.8.5 
> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 
> /usr/lib/pe rl5/site_perl 
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/ 
> perl5/vendor_perl/5.8.7/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.6 /i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-mult i 
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi 
> /usr/lib/perl5/vendor _perl/5.8.3/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/pe rl5/vendor_perl/5.8.7 
> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_per l/5.8.5 
> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 
> /usr/l ib/perl5/vendor_perl 
> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5 /5.8.8 
> .) at /opt/rt3/sbin/rt-setup-database line 456. 
> (/opt/rt3/lib/RT.pm:317) 
> Can't locate /content in @INC (@INC contains: /opt/rt3/lib 
> /opt/rt3/local/lib /u 
> sr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5. 8.7/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-mul ti 
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi 
> /usr/lib/perl5/site_pe rl/5.8.4/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-threa d-multi 
> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 
> /usr/lib/p erl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 
> /usr/lib/perl5/site_perl/5.8 .4 /usr/lib/perl5/site_perl/5.8.3 
> /usr/lib/perl5/site_perl /usr/lib/perl5/vendor 
> _perl/5.8.8/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.7/i386-linux- thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi 
> /usr/lib/p erl5/vendor_perl/5.8.5/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.4/ i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 
> /usr/lib/perl 5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 
> /usr/lib/perl5/vendor_perl/ 5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 
> /usr/lib/perl5/vendor_perl /usr/lib/perl5 
> /5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at 
> /opt/rt3/sbin/rt-setup -database line 456. 
> [root at BlackHole RTFM-2.2.0RC4]# 
This collection of errors messages didn't give me a warm fuzzy 
feeling & stopping & restarting the webserver, I'm seeing the same 
results: previous articles listed, but with no contents. The 
configuration for RTFM also seems to have no custom fields listed. 

Ideas welcome ... 
Bill Davis 

 

---------- End of article

 


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From phil.labonte at transcore.com  Fri Jan  2 09:57:48 2009
From: phil.labonte at transcore.com (Phil Labonte)
Date: Fri, 2 Jan 2009 09:57:48 -0500
Subject: [rt-users] Upgrade of RTFM has lost content of articles.
In-Reply-To: <87A417CC17675A4A98C4173D394659D402B88C78@HMMAIL.harbinson-mulholland.local>
References: <87A417CC17675A4A98C4173D394659D402B88C78@HMMAIL.harbinson-mulholland.local>
Message-ID: <d72986470901020657h111712e3n1cf5c70d7af53243@mail.gmail.com>

I had this issue and in my case the articles were still in the
database in the tables that started with FM_xxxxx
So what I did is i exported the FM_transactions, (I am doing this from
memeory so the table name might be wrong,) I edited the exported file
so I coudl then import into the table that the new table RTFM uses...
how I figured that out what to create a new RTFM article and look to
see what tables were modified,
If you can wait until Monday I can email you exactly what tables I modified....
Phil

On Fri, Jan 2, 2009 at 8:51 AM, Michael O' Neill <mike at ethos-is.com> wrote:
> Regarding this previous post, did anyone find the answer as I have this
> exact issue as well.
>
>
>
> RTFM was upgraded from an unknown version and we lost all the content of the
> RTFM articles.
>
>
>
> Thanks
>
>
>
> Michael.
>
>
>
> ---------- Start of article
>
>
>
> Bill Davis
> ??:  2006-12-19 09:56  -000
> To: rt-users
> ??: Re: [rt-users] Problems upgrading RTFM to 2.2.0RC4
>
> Bob Goldstein wrote:
>>> I'm using RT 3.6.1 with an unknown version of RTFM installed (though I
>>> think it is probably RTFM 2.1.40 based on the time frame installed) and
>>> am trying to migrate to RTFM 2.2.0RC4. Downloaded the file, read the
>>> README file, didn't seem to fit the upgrade instructions (not upgrading
>>>
>> >from a 2.0.x release), ... so tried the normal install instructions
>>
>>> (make Makefile.PL, make install), omitted "make initdb" because it
>>> wasn't an "initial install", stopped and started the webserver.
>>>
>>> Appears I now have an upgraded version, however all previous RTFM
>>> articles, while they still exist, have no content.
>>>
>>> Before I muck it up further would appreciate some advice:
>>>
>>> 1. How do you tell what version of RTFM is installed? ... I can't seem
>>> to find it anywhere?
>>> 2. How can I get my article content back & properly complete the
>>> upgrade? ... should I run the "make initdb" command or will this
>>> overwrite the existing tables in the database?
>>>
>>>
>>
>> Notice that /etc/upgrades has three directories:
>> 2.1.0 2.1.30 2.2.0RC2
>>
>> You must apply the upgrade from these for each version
>> later than the one you are upgrading. If you are starting with
>> 2.1.40, then you need apply 2.2.0RC2
>>
>> But also, the README left out a critical piece.
>> That is, the upgrade will break the association of
>> which custom fields go with which classes (which is why
>> your articles now appear to have no content.) To get it back:
>>
>> Login the RT web interface->
>> Config->RTFM->Custom Fields-><CUSTOM FIELD NAME>->Apply-> Select the
>> classes
>> the customfield will apply to (the common is to select all) and then click
>> Send
>>
>> bobg
> Thanks for the reply. Since I'd already run "make Makefile.PL" & "make
> install", picked up the update instructions with (producing the
> responses indicated):
>
>> [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database
>> --action schema \ --datadir etc/upgrade/2.2.0RC2 --dba root
>> --dba-password xxxxxx
>> Creating database schema.
>> readline() on closed filehandle SCHEMA_LOCAL at
>> /opt/rt3/sbin/rt-setup-database line 192.
>> Problem with statement:
>>
>> CREATE TABLE Attachments (
>> id INTEGER NOT NULL AUTO_INCREMENT,
>> TransactionId integer NOT NULL ,
>> Parent integer NOT NULL DEFAULT 0 ,
>> MessageId varchar(160) NULL ,
>> Subject varchar(255) NULL ,
>> Filename varchar(255) NULL ,
>> ContentType varchar(80) NULL ,
>> ContentEncoding varchar(80) NULL ,
>> Content LONGTEXT NULL ,
>> Headers LONGTEXT NULL ,
>> Creator integer NOT NULL DEFAULT 0 ,
>> Created DATETIME NULL ,
>> PRIMARY KEY (id)
>> ) TYPE=InnoDB
>> Table 'Attachments' already exists at
>> /opt/rt3/sbin/rt-setup-database line 212.
>> [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database
>> --action acl \ - -datadir etc/upgrade/2.2.0RC2 --dba root
>> --dba-password xxxxxx
>> Done setting up database ACLs.
>> [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database
>> --action insert \ --datadir etc/upgrade/2.2.0RC2 --dba root
>> --dba-password xxxxxx
>> Use of uninitialized value in concatenation (.) or string at
>> /opt/rt3/sbin/rt-se tup-database line 162.
>> [Tue Dec 19 09:25:12 2006] [crit]: Can't locate /content in @INC
>> (@INC contains: /opt/rt3/lib /opt/rt3/local/lib
>> /usr/lib/perl5/site_perl/5.8.8/i386-linux-threa d-multi
>> /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
>> /usr/lib/perl5/si te_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.5/i386-linux- thread-multi
>> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/per l5/site_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.8 /usr/l ib/perl5/site_perl/5.8.7
>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl /5.8.5
>> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>> /usr/lib/pe rl5/site_perl
>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/
>> perl5/vendor_perl/5.8.7/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.6 /i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-mult i
>> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/vendor _perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/pe rl5/vendor_perl/5.8.7
>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_per l/5.8.5
>> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>> /usr/l ib/perl5/vendor_perl
>> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5 /5.8.8
>> .) at /opt/rt3/sbin/rt-setup-database line 456.
>> (/opt/rt3/lib/RT.pm:317)
>> Can't locate /content in @INC (@INC contains: /opt/rt3/lib
>> /opt/rt3/local/lib /u
>> sr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5. 8.7/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-mul ti
>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/site_pe rl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-threa d-multi
>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
>> /usr/lib/p erl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>> /usr/lib/perl5/site_perl/5.8 .4 /usr/lib/perl5/site_perl/5.8.3
>> /usr/lib/perl5/site_perl /usr/lib/perl5/vendor
>> _perl/5.8.8/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.7/i386-linux- thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/p erl5/vendor_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.4/ i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
>> /usr/lib/perl 5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>> /usr/lib/perl5/vendor_perl/ 5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>> /usr/lib/perl5/vendor_perl /usr/lib/perl5
>> /5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at
>> /opt/rt3/sbin/rt-setup -database line 456.
>> [root at BlackHole RTFM-2.2.0RC4]#
> This collection of errors messages didn't give me a warm fuzzy
> feeling & stopping & restarting the webserver, I'm seeing the same
> results: previous articles listed, but with no contents. The
> configuration for RTFM also seems to have no custom fields listed.
>
> Ideas welcome ...
> Bill Davis
>
>
>
> ---------- End of article
>
>
>
> ________________________________
>
> Our ethos: protecting the future of your business
>
> This is an e-mail from Ethos Information Solutions Limited and is intended
> only for the addressee named above.  The contents of this message should not
> be disclosed to any other person nor copies taken or forwarded without
> written permission.  Any views or opinions presented are solely those of the
> sender and do not necessarily represent the views of Ethos Information
> Solutions Limited.
>
> We do not accept any responsibility for the contents of this message and
> although this message has been scanned for viruses prior to transmission we
> would recommend that you check before opening any attachments as we cannot
> accept liability for any damage sustained as a result of any software
> viruses.  Please notify the sender immediately if you have received this
> e-mail by mistake and delete it from your systems, or report it to our
> support database at support at ethos-is.net
>
> For more information about the services we provide please visit our web site
> at http://www.ethos-is.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 falcone at bestpractical.com  Fri Jan  2 10:06:07 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 2 Jan 2009 10:06:07 -0500
Subject: [rt-users] RTFM article layout inclusion into tickets
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64C5EB5E@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64C5EB5E@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <F572FBC0-D1E7-4AA0-9E1D-DC2DF640D43E@bestpractical.com>


On Jan 2, 2009, at 8:17 AM, Alex Young wrote:

>           Anyone know how I can change the layout of the RTFM  
> articles when I include them in a RT ticket? At the moment it brigns  
> in the RTFM article number, title and some other info I don?t need.  
> Is it possible to just bring in the text content field?

Look for the section titled
"When inserting articles in this class into emails:"
on the Class page

-kevin

From falcone at bestpractical.com  Fri Jan  2 10:21:11 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 2 Jan 2009 10:21:11 -0500
Subject: [rt-users] Upgrade of RTFM has lost content of articles.
In-Reply-To: <87A417CC17675A4A98C4173D394659D402B88C78@HMMAIL.harbinson-mulholland.local>
References: <87A417CC17675A4A98C4173D394659D402B88C78@HMMAIL.harbinson-mulholland.local>
Message-ID: <F2326869-5DFD-404D-A057-B6B9DDD1094E@bestpractical.com>


On Jan 2, 2009, at 8:51 AM, Michael O' Neill wrote:

> Regarding this previous post, did anyone find the answer as I have  
> this exact issue as well.
> RTFM was upgraded from an unknown version and we lost all the  
> content of the RTFM articles.

Did you run the migrate-2.0-to-2.1 script?  It sounds like none of the  
usual things I
expect to see migrated as a result of that script were moved.

-kevin

>
>
> ---------- Start of article
>
> Bill Davis
> ??:  2006-12-19 09:56  -000
> To: rt-users
> ??: Re: [rt-users] Problems upgrading RTFM to 2.2.0RC4
> Bob Goldstein wrote:
> >> I'm using RT 3.6.1 with an unknown version of RTFM installed  
> (though I
> >> think it is probably RTFM 2.1.40 based on the time frame  
> installed) and
> >> am trying to migrate to RTFM 2.2.0RC4. Downloaded the file, read  
> the
> >> README file, didn't seem to fit the upgrade instructions (not  
> upgrading
> >>
> > >from a 2.0.x release), ... so tried the normal install instructions
> >
> >> (make Makefile.PL, make install), omitted "make initdb" because it
> >> wasn't an "initial install", stopped and started the webserver.
> >>
> >> Appears I now have an upgraded version, however all previous RTFM
> >> articles, while they still exist, have no content.
> >>
> >> Before I muck it up further would appreciate some advice:
> >>
> >> 1. How do you tell what version of RTFM is installed? ... I can't  
> seem
> >> to find it anywhere?
> >> 2. How can I get my article content back & properly complete the
> >> upgrade? ... should I run the "make initdb" command or will this
> >> overwrite the existing tables in the database?
> >>
> >>
> >
> > Notice that /etc/upgrades has three directories:
> > 2.1.0 2.1.30 2.2.0RC2
> >
> > You must apply the upgrade from these for each version
> > later than the one you are upgrading. If you are starting with
> > 2.1.40, then you need apply 2.2.0RC2
> >
> > But also, the README left out a critical piece.
> > That is, the upgrade will break the association of
> > which custom fields go with which classes (which is why
> > your articles now appear to have no content.) To get it back:
> >
> > Login the RT web interface->
> > Config->RTFM->Custom Fields-><CUSTOM FIELD NAME>->Apply-> Select  
> the classes
> > the customfield will apply to (the common is to select all) and  
> then click Send
> >
> > bobg
> Thanks for the reply. Since I'd already run "make Makefile.PL" & "make
> install", picked up the update instructions with (producing the
> responses indicated):
>
> > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database
> > --action schema \ --datadir etc/upgrade/2.2.0RC2 --dba root
> > --dba-password xxxxxx
> > Creating database schema.
> > readline() on closed filehandle SCHEMA_LOCAL at
> > /opt/rt3/sbin/rt-setup-database line 192.
> > Problem with statement:
> >
> > CREATE TABLE Attachments (
> > id INTEGER NOT NULL AUTO_INCREMENT,
> > TransactionId integer NOT NULL ,
> > Parent integer NOT NULL DEFAULT 0 ,
> > MessageId varchar(160) NULL ,
> > Subject varchar(255) NULL ,
> > Filename varchar(255) NULL ,
> > ContentType varchar(80) NULL ,
> > ContentEncoding varchar(80) NULL ,
> > Content LONGTEXT NULL ,
> > Headers LONGTEXT NULL ,
> > Creator integer NOT NULL DEFAULT 0 ,
> > Created DATETIME NULL ,
> > PRIMARY KEY (id)
> > ) TYPE=InnoDB
> > Table 'Attachments' already exists at
> > /opt/rt3/sbin/rt-setup-database line 212.
> > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database
> > --action acl \ - -datadir etc/upgrade/2.2.0RC2 --dba root
> > --dba-password xxxxxx
> > Done setting up database ACLs.
> > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database
> > --action insert \ --datadir etc/upgrade/2.2.0RC2 --dba root
> > --dba-password xxxxxx
> > Use of uninitialized value in concatenation (.) or string at
> > /opt/rt3/sbin/rt-se tup-database line 162.
> > [Tue Dec 19 09:25:12 2006] [crit]: Can't locate /content in @INC
> > (@INC contains: /opt/rt3/lib /opt/rt3/local/lib
> > /usr/lib/perl5/site_perl/5.8.8/i386-linux-threa d-multi
> > /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
> > /usr/lib/perl5/si te_perl/5.8.6/i386-linux-thread-multi
> > /usr/lib/perl5/site_perl/5.8.5/i386-linux- thread-multi
> > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> > /usr/lib/per l5/site_perl/5.8.3/i386-linux-thread-multi
> > /usr/lib/perl5/site_perl/5.8.8 /usr/l ib/perl5/site_perl/5.8.7
> > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl /5.8.5
> > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
> > /usr/lib/pe rl5/site_perl
> > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/
> > perl5/vendor_perl/5.8.7/i386-linux-thread-multi
> > /usr/lib/perl5/vendor_perl/5.8.6 /i386-linux-thread-multi
> > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-mult i
> > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> > /usr/lib/perl5/vendor _perl/5.8.3/i386-linux-thread-multi
> > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/pe rl5/vendor_perl/5.8.7
> > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_per l/5.8.5
> > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> > /usr/l ib/perl5/vendor_perl
> > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5 /5.8.8
> > .) at /opt/rt3/sbin/rt-setup-database line 456.
> > (/opt/rt3/lib/RT.pm:317)
> > Can't locate /content in @INC (@INC contains: /opt/rt3/lib
> > /opt/rt3/local/lib /u
> > sr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
> > /usr/lib/perl5/site_perl/5. 8.7/i386-linux-thread-multi
> > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-mul ti
> > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> > /usr/lib/perl5/site_pe rl/5.8.4/i386-linux-thread-multi
> > /usr/lib/perl5/site_perl/5.8.3/i386-linux-threa d-multi
> > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
> > /usr/lib/p erl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
> > /usr/lib/perl5/site_perl/5.8 .4 /usr/lib/perl5/site_perl/5.8.3
> > /usr/lib/perl5/site_perl /usr/lib/perl5/vendor
> > _perl/5.8.8/i386-linux-thread-multi
> > /usr/lib/perl5/vendor_perl/5.8.7/i386-linux- thread-multi
> > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
> > /usr/lib/p erl5/vendor_perl/5.8.5/i386-linux-thread-multi
> > /usr/lib/perl5/vendor_perl/5.8.4/ i386-linux-thread-multi
> > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
> > /usr/lib/perl 5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
> > /usr/lib/perl5/vendor_perl/ 5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> > /usr/lib/perl5/vendor_perl /usr/lib/perl5
> > /5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at
> > /opt/rt3/sbin/rt-setup -database line 456.
> > [root at BlackHole RTFM-2.2.0RC4]#
> This collection of errors messages didn't give me a warm fuzzy
> feeling & stopping & restarting the webserver, I'm seeing the same
> results: previous articles listed, but with no contents. The
> configuration for RTFM also seems to have no custom fields listed.
>
> Ideas welcome ...
> Bill Davis
>
> ---------- End of article
>
> Our ethos: protecting the future of your business
>
> This is an e-mail from Ethos Information Solutions Limited and is  
> intended only for the addressee named above.  The contents of this  
> message should not be disclosed to any other person nor copies taken  
> or forwarded without written permission.  Any views or opinions  
> presented are solely those of the sender and do not necessarily  
> represent the views of Ethos Information Solutions Limited.
>
> We do not accept any responsibility for the contents of this message  
> and although this message has been scanned for viruses prior to  
> transmission we would recommend that you check before opening any  
> attachments as we cannot accept liability for any damage sustained  
> as a result of any software viruses.  Please notify the sender  
> immediately if you have received this e-mail by mistake and delete  
> it from your systems, or report it to our support database at support at ethos-is.net
>
> For more information about the services we provide please visit our  
> web site at http://www.ethos-is.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 jesse at bestpractical.com  Fri Jan  2 10:50:08 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 2 Jan 2009 10:50:08 -0500
Subject: [rt-users] Ticket/comment import
In-Reply-To: <1230905270.16507.39.camel@shakazulu.mainst.hrcsb.org>
References: <1230905270.16507.39.camel@shakazulu.mainst.hrcsb.org>
Message-ID: <20090102155008.GS8509@bestpractical.com>




On Fri, Jan 02, 2009 at 09:07:50AM -0500, David Clymer wrote:
> I'm considering moving to RT 3.8.1 from another ticket tracking system,
> but would really like to preserve at least some of the data from the old
> system. It seems like it would be fairly easy to import basic ticket
> information into RT, but its not clear to me how to import ticket
> comments.

One option is to disable all your scrips and call the comment/correpsond
methods.  What System are you looking to move from? Someone else may
have already created a converter.

Best,
Jesse

> 
> Any tips or suggestions on how/if that could be done?
> 
> -davidc
> 
> --
> To err is human. To moo, bovine.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 phil.labonte at transcore.com  Fri Jan  2 11:08:00 2009
From: phil.labonte at transcore.com (Phil Labonte)
Date: Fri, 2 Jan 2009 11:08:00 -0500
Subject: [rt-users] Upgrade of RTFM has lost content of articles.
In-Reply-To: <F2326869-5DFD-404D-A057-B6B9DDD1094E@bestpractical.com>
References: <87A417CC17675A4A98C4173D394659D402B88C78@HMMAIL.harbinson-mulholland.local>
	<F2326869-5DFD-404D-A057-B6B9DDD1094E@bestpractical.com>
Message-ID: <d72986470901020808t38b0d2dgadc80e637e23bfdf@mail.gmail.com>

yes I did and nothing was migrated aparently... so I have done it manually

On 1/2/09, Kevin Falcone <falcone at bestpractical.com> wrote:
>
> On Jan 2, 2009, at 8:51 AM, Michael O' Neill wrote:
>
>> Regarding this previous post, did anyone find the answer as I have
>> this exact issue as well.
>> RTFM was upgraded from an unknown version and we lost all the
>> content of the RTFM articles.
>
> Did you run the migrate-2.0-to-2.1 script?  It sounds like none of the
> usual things I
> expect to see migrated as a result of that script were moved.
>
> -kevin
>
>>
>>
>> ---------- Start of article
>>
>> Bill Davis
>> ??:  2006-12-19 09:56  -000
>> To: rt-users
>> ??: Re: [rt-users] Problems upgrading RTFM to 2.2.0RC4
>> Bob Goldstein wrote:
>> >> I'm using RT 3.6.1 with an unknown version of RTFM installed
>> (though I
>> >> think it is probably RTFM 2.1.40 based on the time frame
>> installed) and
>> >> am trying to migrate to RTFM 2.2.0RC4. Downloaded the file, read
>> the
>> >> README file, didn't seem to fit the upgrade instructions (not
>> upgrading
>> >>
>> > >from a 2.0.x release), ... so tried the normal install instructions
>> >
>> >> (make Makefile.PL, make install), omitted "make initdb" because it
>> >> wasn't an "initial install", stopped and started the webserver.
>> >>
>> >> Appears I now have an upgraded version, however all previous RTFM
>> >> articles, while they still exist, have no content.
>> >>
>> >> Before I muck it up further would appreciate some advice:
>> >>
>> >> 1. How do you tell what version of RTFM is installed? ... I can't
>> seem
>> >> to find it anywhere?
>> >> 2. How can I get my article content back & properly complete the
>> >> upgrade? ... should I run the "make initdb" command or will this
>> >> overwrite the existing tables in the database?
>> >>
>> >>
>> >
>> > Notice that /etc/upgrades has three directories:
>> > 2.1.0 2.1.30 2.2.0RC2
>> >
>> > You must apply the upgrade from these for each version
>> > later than the one you are upgrading. If you are starting with
>> > 2.1.40, then you need apply 2.2.0RC2
>> >
>> > But also, the README left out a critical piece.
>> > That is, the upgrade will break the association of
>> > which custom fields go with which classes (which is why
>> > your articles now appear to have no content.) To get it back:
>> >
>> > Login the RT web interface->
>> > Config->RTFM->Custom Fields-><CUSTOM FIELD NAME>->Apply-> Select
>> the classes
>> > the customfield will apply to (the common is to select all) and
>> then click Send
>> >
>> > bobg
>> Thanks for the reply. Since I'd already run "make Makefile.PL" & "make
>> install", picked up the update instructions with (producing the
>> responses indicated):
>>
>> > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database
>> > --action schema \ --datadir etc/upgrade/2.2.0RC2 --dba root
>> > --dba-password xxxxxx
>> > Creating database schema.
>> > readline() on closed filehandle SCHEMA_LOCAL at
>> > /opt/rt3/sbin/rt-setup-database line 192.
>> > Problem with statement:
>> >
>> > CREATE TABLE Attachments (
>> > id INTEGER NOT NULL AUTO_INCREMENT,
>> > TransactionId integer NOT NULL ,
>> > Parent integer NOT NULL DEFAULT 0 ,
>> > MessageId varchar(160) NULL ,
>> > Subject varchar(255) NULL ,
>> > Filename varchar(255) NULL ,
>> > ContentType varchar(80) NULL ,
>> > ContentEncoding varchar(80) NULL ,
>> > Content LONGTEXT NULL ,
>> > Headers LONGTEXT NULL ,
>> > Creator integer NOT NULL DEFAULT 0 ,
>> > Created DATETIME NULL ,
>> > PRIMARY KEY (id)
>> > ) TYPE=InnoDB
>> > Table 'Attachments' already exists at
>> > /opt/rt3/sbin/rt-setup-database line 212.
>> > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database
>> > --action acl \ - -datadir etc/upgrade/2.2.0RC2 --dba root
>> > --dba-password xxxxxx
>> > Done setting up database ACLs.
>> > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database
>> > --action insert \ --datadir etc/upgrade/2.2.0RC2 --dba root
>> > --dba-password xxxxxx
>> > Use of uninitialized value in concatenation (.) or string at
>> > /opt/rt3/sbin/rt-se tup-database line 162.
>> > [Tue Dec 19 09:25:12 2006] [crit]: Can't locate /content in @INC
>> > (@INC contains: /opt/rt3/lib /opt/rt3/local/lib
>> > /usr/lib/perl5/site_perl/5.8.8/i386-linux-threa d-multi
>> > /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
>> > /usr/lib/perl5/si te_perl/5.8.6/i386-linux-thread-multi
>> > /usr/lib/perl5/site_perl/5.8.5/i386-linux- thread-multi
>> > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>> > /usr/lib/per l5/site_perl/5.8.3/i386-linux-thread-multi
>> > /usr/lib/perl5/site_perl/5.8.8 /usr/l ib/perl5/site_perl/5.8.7
>> > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl /5.8.5
>> > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>> > /usr/lib/pe rl5/site_perl
>> > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/
>> > perl5/vendor_perl/5.8.7/i386-linux-thread-multi
>> > /usr/lib/perl5/vendor_perl/5.8.6 /i386-linux-thread-multi
>> > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-mult i
>> > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
>> > /usr/lib/perl5/vendor _perl/5.8.3/i386-linux-thread-multi
>> > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/pe rl5/vendor_perl/5.8.7
>> > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_per l/5.8.5
>> > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>> > /usr/l ib/perl5/vendor_perl
>> > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5 /5.8.8
>> > .) at /opt/rt3/sbin/rt-setup-database line 456.
>> > (/opt/rt3/lib/RT.pm:317)
>> > Can't locate /content in @INC (@INC contains: /opt/rt3/lib
>> > /opt/rt3/local/lib /u
>> > sr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
>> > /usr/lib/perl5/site_perl/5. 8.7/i386-linux-thread-multi
>> > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-mul ti
>> > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>> > /usr/lib/perl5/site_pe rl/5.8.4/i386-linux-thread-multi
>> > /usr/lib/perl5/site_perl/5.8.3/i386-linux-threa d-multi
>> > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
>> > /usr/lib/p erl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>> > /usr/lib/perl5/site_perl/5.8 .4 /usr/lib/perl5/site_perl/5.8.3
>> > /usr/lib/perl5/site_perl /usr/lib/perl5/vendor
>> > _perl/5.8.8/i386-linux-thread-multi
>> > /usr/lib/perl5/vendor_perl/5.8.7/i386-linux- thread-multi
>> > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>> > /usr/lib/p erl5/vendor_perl/5.8.5/i386-linux-thread-multi
>> > /usr/lib/perl5/vendor_perl/5.8.4/ i386-linux-thread-multi
>> > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>> > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
>> > /usr/lib/perl 5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>> > /usr/lib/perl5/vendor_perl/ 5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>> > /usr/lib/perl5/vendor_perl /usr/lib/perl5
>> > /5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at
>> > /opt/rt3/sbin/rt-setup -database line 456.
>> > [root at BlackHole RTFM-2.2.0RC4]#
>> This collection of errors messages didn't give me a warm fuzzy
>> feeling & stopping & restarting the webserver, I'm seeing the same
>> results: previous articles listed, but with no contents. The
>> configuration for RTFM also seems to have no custom fields listed.
>>
>> Ideas welcome ...
>> Bill Davis
>>
>> ---------- End of article
>>
>> Our ethos: protecting the future of your business
>>
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>
> _______________________________________________
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>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
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>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From tcpankon at gmail.com  Fri Jan  2 12:13:00 2009
From: tcpankon at gmail.com (Trevor Pankonien)
Date: Fri, 02 Jan 2009 11:13:00 -0600
Subject: [rt-users] Selecting Table in Searches
Message-ID: <1230916380.7130.32.camel@trevor-laptop>

I have been looking to implement a query that would look at the
Transaction table and check for any tickets that have been moved to the
NewValue of 'stalled' within the last x days.  It seems what I need to
do is specify the table I want to look at within the Advanced Search
tab, but I have yet to come up with the proper syntax to do this.

I have been able to get to the information via the command-line and
verify what I want is there, it's simply a matter of pulling it up on
the RT WebUI.

Crystal Reports will be the next option for doing this reporting, but if
it can be accomplished within the same tool, it will be much better for
the management who has to use the results.

Any insight as to where to begin to get the table selected is greatly
appreciated.



From Stephane.Niles at gnb.ca  Fri Jan  2 15:27:07 2009
From: Stephane.Niles at gnb.ca (=?iso-8859-1?Q?Niles=2C_St=E9phane_=28DSS=5CMAS=29?=)
Date: Fri, 2 Jan 2009 16:27:07 -0400
Subject: [rt-users] Asset Tracker with RT 3.8.1 - easily linking a ticket to
	an asset?
Message-ID: <4A2D9716F9D29A4E9ABE6C0F19147F1102819F96@GNBEX01.gnb.ca>

Hi,

 

We've installed Asset Tracker with RT 3.8.1. We believe we installed AT correctly, but are not sure... There doesn't seem to be an easy way to link an existing ticket (or a new one for that matter) with an asset... The other way around is quite simple (from an Asset, I can create a ticket in a desired queue by selecting the queue, and clicking on "New ticket in queue").

 

I am wondering if anyone has come up with an easy way to take an existing ticket and associating it with an asset? Maybe I'm missing something or maybe the Callbacks files are not at the right place

 

Any help appreciated...

 

St?phane 

 

		

 

 

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From todd at chaka.net  Fri Jan  2 18:17:59 2009
From: todd at chaka.net (Todd Chapman)
Date: Fri, 2 Jan 2009 18:17:59 -0500
Subject: [rt-users] Asset Tracker with RT 3.8.1 - easily linking a
	ticket to an asset?
Message-ID: <42B4155F-8EFA-499E-AF8F-1C88E8B47EF7@chaka.net>

Ruslan is working on such a feature now...

Sent from my iPhone

On Jan 2, 2009, at 3:27 PM, Niles, St?phane (DSS\MAS) <Stephane.Niles at gnb.c 
a> wrote:

> Hi,
>
>
>
> We?ve installed Asset Tracker with RT 3.8.1. We believe we installed 
>  AT correctly, but are not sure? There doesn?t seem to be an easy  
> way to link an existing ticket (or a new one for that matter) with a 
> n asset? The other way around is quite simple (from an Asset, I can  
> create a ticket in a desired queue by selecting the queue, and click 
> ing on ?New ticket in queue?).
>
>
>
> I am wondering if anyone has come up with an easy way to take an  
> existing ticket and associating it with an asset? Maybe I?m missing  
> something or maybe the Callbacks files are not at the right place
>
>
>
> Any help appreciated?
>
>
>
> St?phane
>
>
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 razvan.cosma at gmail.com  Mon Jan  5 08:10:25 2009
From: razvan.cosma at gmail.com (Razvan Cosma)
Date: Mon, 5 Jan 2009 15:10:25 +0200
Subject: [rt-users] dealing with Cc:
Message-ID: <c8078ab60901050510i73b0c3a9na893a2af28ad9204@mail.gmail.com>

 Hello,
I'm trying to figure out the best way to deal with a common issue we have
when multiple recipients are specified for a message. If a customer sends a
message to our ticket system with a dozen other persons in to: and/or cc:,
it will be stored correctly, but
1. If any of the other recipients replies to the initial message, keeping RT
in Cc: a new ticket will be created, with him/her as requestor. Is it
possible for RT to detect such replies and store them as part of the same
issue?
2. When sending messages from RT to a list of Cc: each recipient will only
see the RT alias as originator, so replies will not be seen by the others.
Is this a configurable option?
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From jesse at bestpractical.com  Mon Jan  5 09:06:46 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 5 Jan 2009 09:06:46 -0500
Subject: [rt-users] dealing with Cc:
In-Reply-To: <c8078ab60901050510i73b0c3a9na893a2af28ad9204@mail.gmail.com>
References: <c8078ab60901050510i73b0c3a9na893a2af28ad9204@mail.gmail.com>
Message-ID: <20090105140646.GD33660@17h.local>


On Mon  5.Jan'09 at 15:10:25 +0200, Razvan Cosma wrote:
>     Hello,
>    I'm trying to figure out the best way to deal with a common issue we have
>    when multiple recipients are specified for a message. If a customer sends
>    a message to our ticket system with a dozen other persons in to: and/or
>    cc:, it will be stored correctly, but
>    1. If any of the other recipients replies to the initial message, keeping
>    RT in Cc: a new ticket will be created, with him/her as requestor. Is it
>    possible for RT to detect such replies and store them as part of the same
>    issue?

The problem is that it's relatively hard to do this _right_. Most of the
ways one could do this would result in RT accidentally aggregating all
sorts of unrelated messages.  In particular, there's a user behaviour
that makes this work _really_ poorly:

Users frequently craft new messages by clicking "reply" or "reply all"
and blanking out the subject and body. In at least one of the most
common mail clients (outlook), this means you end up with a message that
has the In-Reply-To: header but isn't actually a reply.

Coping with both sides of this would require some engineering work,
though I do have a design for a system that would make you happy. It's a
fair bit of work, though.




>    2. When sending messages from RT to a list of Cc: each recipient will only
>    see the RT alias as originator, so replies will not be seen by the others.
>    Is this a configurable option?

The configuration option is in RT_Config.pm - RT can automatically add
all of a ticket-creating-message's recipients as ccs on the ticket, so
RT automatically routes all replies to all those folks.

Jesse
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From rfh at vialtus.com  Mon Jan  5 09:23:58 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 05 Jan 2009 14:23:58 +0000
Subject: [rt-users] resolving and closing tickets
In-Reply-To: <20090101205833.GO8509@bestpractical.com>
References: <20090101203520.GN8509@bestpractical.com>	<OF4C39E608.47DC21D8-ON86257531.0071555B-86257531.0071AED9@corp.xanadoo.com>
	<20090101205833.GO8509@bestpractical.com>
Message-ID: <496217FE.4040305@vialtus.com>

(Correct me if I am wrong ..please) but ..
I do not think just disabling / removing the scrip is a good solution , 
what you end up with correspondences/updates filtering into the ticket 
which remains resolved, and no one notices, then a phone call from an 
angry customer who has been ignored  ..
If you do not wish tickets to re-open then in addition to disabling the 
scrip, you either:

1- Create scrip to create new ticket when corresponding to a resolved 
ticket.
2- As James suggested modify the source code to send back a bounce 
stating the ticket in question is resolved and should open a new ticket

In either case a new ticket and few more rows in your Groups and CGM 
tables, In my opinion, its more system efficient  to re-open the ticket ..

Regards;
Roy

Jesse Vincent wrote:
>>> From the original poster's description, it sounds like "Remove the
>>> global scrip that reads "On Correspond, Open Ticket"
>>>       
>> Perfect.  Removing that wouldn't effect creation of tickets, though,
>> correct?
>>     
>
> It would not.
>   
>> James
>>
>>
>>
>>
>>     
>
> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   



From david at hrcsb.org  Mon Jan  5 10:54:03 2009
From: david at hrcsb.org (David Clymer)
Date: Mon, 05 Jan 2009 10:54:03 -0500
Subject: [rt-users] Ticket/comment import
In-Reply-To: <20090102155008.GS8509@bestpractical.com>
References: <1230905270.16507.39.camel@shakazulu.mainst.hrcsb.org>
	<20090102155008.GS8509@bestpractical.com>
Message-ID: <1231170843.16507.108.camel@shakazulu.mainst.hrcsb.org>

On Fri, 2009-01-02 at 10:50 -0500, Jesse Vincent wrote:
> 
> 
> On Fri, Jan 02, 2009 at 09:07:50AM -0500, David Clymer wrote:
> > I'm considering moving to RT 3.8.1 from another ticket tracking system,
> > but would really like to preserve at least some of the data from the old
> > system. It seems like it would be fairly easy to import basic ticket
> > information into RT, but its not clear to me how to import ticket
> > comments.
> 
> One option is to disable all your scrips and call the comment/correpsond
> methods.  What System are you looking to move from? Someone else may
> have already created a converter.
> 

I'm moving from IRM (http://irm.stackworks.net/), which is terrible. 

The problem I have is that I need to create the ticket, then capture
that ticket ID so that I know what ticket to associate comments with.

It would be really handy to be able to do: 

rt create -t ticket ... |rt edit -/comment ...

-davidc

--
The opposite of faith is certainty -Ann LaMont



From matt.pounsett at cira.ca  Mon Jan  5 11:27:31 2009
From: matt.pounsett at cira.ca (Matthew Pounsett)
Date: Mon, 5 Jan 2009 11:27:31 -0500
Subject: [rt-users] resolving and closing tickets
In-Reply-To: <496217FE.4040305@vialtus.com>
References: <20090101203520.GN8509@bestpractical.com>	<OF4C39E608.47DC21D8-ON86257531.0071555B-86257531.0071AED9@corp.xanadoo.com>
	<20090101205833.GO8509@bestpractical.com>
	<496217FE.4040305@vialtus.com>
Message-ID: <B4572AE7-7C9E-40B6-BADB-659139DA028B@cira.ca>


On 05-Jan-2009, at 09:23 , Raed El-Hames wrote:

> (Correct me if I am wrong ..please) but ..
> I do not think just disabling / removing the scrip is a good  
> solution ,
> what you end up with correspondences/updates filtering into the ticket
> which remains resolved, and no one notices, then a phone call from an
> angry customer who has been ignored  ..

I think you're right.  But, modifying the source isn't advisable in  
this situation.  Your suggestion #2 could more easily be implemented  
by creating a new script along the lines of "On Correspond, If  
Resolved, Return Message."  It'd need a new email template, but that's  
all.. and I think should be fairly simple to implement without ever  
touching the source.

> If you do not wish tickets to re-open then in addition to disabling  
> the
> scrip, you either:
>
> 1- Create scrip to create new ticket when corresponding to a resolved
> ticket.
> 2- As James suggested modify the source code to send back a bounce
> stating the ticket in question is resolved and should open a new  
> ticket
>
> In either case a new ticket and few more rows in your Groups and CGM
> tables, In my opinion, its more system efficient  to re-open the  
> ticket ..





From mzagrabe at d.umn.edu  Mon Jan  5 17:17:07 2009
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 05 Jan 2009 16:17:07 -0600
Subject: [rt-users] advanced query
Message-ID: <1231193827.11373.1269.camel@grateful.d.umn.edu>

Greetings,

Is it possible to perform an SQL join to another table when creating an
(advanced) query?

I am not looking at adding additional "search criteria", but rather
display more information.

I would like to get the "Real Name" of a requestor in the result set of
my query.

Any thoughts?

Thanks,

-- 
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
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From craams at staff.ains.net.au  Mon Jan  5 19:14:44 2009
From: craams at staff.ains.net.au (Curtis Raams)
Date: Tue, 06 Jan 2009 11:14:44 +1100
Subject: [rt-users] Can not close reminders
Message-ID: <1231200884.15087.92.camel@craams-desktop>

Hello,

I have changed servers that my RT installation was on.
On the new server I can not resolve / close / delete reminders.

I check the box and click save, however the reminder remains the same.

Where are reminders stored?

Curtis Raams

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From todd at chaka.net  Mon Jan  5 23:32:25 2009
From: todd at chaka.net (Todd Chapman)
Date: Mon, 5 Jan 2009 23:32:25 -0500
Subject: [rt-users] advanced query
In-Reply-To: <1231193827.11373.1269.camel@grateful.d.umn.edu>
References: <1231193827.11373.1269.camel@grateful.d.umn.edu>
Message-ID: <519782dc0901052032l6fe15dc2t661228fef9c1f53@mail.gmail.com>

Matt,

You didn't mention your RT version but the answer is probably no. However
you can easily add that with a callback.

Keep in mind that a ticket can have more than one requestor.

-Todd

On Mon, Jan 5, 2009 at 5:17 PM, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:

> Greetings,
>
> Is it possible to perform an SQL join to another table when creating an
> (advanced) query?
>
> I am not looking at adding additional "search criteria", but rather
> display more information.
>
> I would like to get the "Real Name" of a requestor in the result set of
> my query.
>
> Any thoughts?
>
> Thanks,
>
> --
> 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
>
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From jesse at bestpractical.com  Tue Jan  6 09:37:12 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Jan 2009 09:37:12 -0500
Subject: [rt-users] advanced query
In-Reply-To: <1231193827.11373.1269.camel@grateful.d.umn.edu>
References: <1231193827.11373.1269.camel@grateful.d.umn.edu>
Message-ID: <20090106143712.GC1214@72-59-242-185.pools.spcsdns.net>




On Mon  5.Jan'09 at 16:17:07 -0600, Matt Zagrabelny wrote:
> Greetings,
> 
> Is it possible to perform an SQL join to another table when creating an
> (advanced) query?
> 
> I am not looking at adding additional "search criteria", but rather
> display more information.
> 
> I would like to get the "Real Name" of a requestor in the result set of
> my query.

The code you'd want to change is in
share/html/Elements/RT__Ticket/ColumnMap

You're looking at the 'Requestors' entry.

> 
> Any thoughts?
> 
> Thanks,
> 
> -- 
> 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

-- 
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From razvan.cosma at gmail.com  Tue Jan  6 09:49:23 2009
From: razvan.cosma at gmail.com (Razvan Cosma)
Date: Tue, 6 Jan 2009 16:49:23 +0200
Subject: [rt-users] dealing with Cc:
In-Reply-To: <20090105140646.GD33660@17h.local>
References: <c8078ab60901050510i73b0c3a9na893a2af28ad9204@mail.gmail.com>
	<20090105140646.GD33660@17h.local>
Message-ID: <c8078ab60901060649k482c243fwa7e109b96eeb2d03@mail.gmail.com>

 Would a check like "if Subject: line is the same as an existing ticket and
the requestor of that is in To: or Cc: then ignore in-reply-to and consider
the message as a comment on" work?

On Mon, Jan 5, 2009 at 4:06 PM, Jesse Vincent <jesse at bestpractical.com>wrote:

>
> On Mon  5.Jan'09 at 15:10:25 +0200, Razvan Cosma wrote:
> >    1. If any of the other recipients replies to the initial message,
> keeping
> >    RT in Cc: a new ticket will be created, with him/her as requestor. Is
> it
> >    possible for RT to detect such replies and store them as part of the
> same
> >    issue?
>
>  Users frequently craft new messages by clicking "reply" or "reply all"
> and blanking out the subject and body. In at least one of the most
> common mail clients (outlook), this means you end up with a message that
> has the In-Reply-To: header but isn't actually a reply.
>
> Coping with both sides of this would require some engineering work,
> though I do have a design for a system that would make you happy. It's a
> fair bit of work, though.
>
>
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From mfinn at nbutexas.com  Tue Jan  6 10:02:33 2009
From: mfinn at nbutexas.com (Michael Finn)
Date: Tue, 6 Jan 2009 09:02:33 -0600
Subject: [rt-users] Can not close reminders
In-Reply-To: <1231200884.15087.92.camel@craams-desktop>
References: <1231200884.15087.92.camel@craams-desktop>
Message-ID: <E78D127B0AD8EC449ED416A5F8EE24C20B89DA@SPARKY.nbutexas.com>

When I?ve been unable to remove reminders, it has always been the case that the parent ticket has changed queues.  For some reason, when you change the ticket queue, the reminder?s queue does not change with it.  This causes the update query to fail when you try to resolve the reminder.  Options?  Either change the ticket back to the original queue and then resolve the reminder, or perform an update SQL query and modify the reminder so its queue matches the ticket.
The reminders are stored in the same table ? Tickets ? as the tickets themselves; they just have a Type = ?reminder? rather than Type = ?ticket?.

Cheers,
Mike

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Curtis Raams
Sent: Monday, January 05, 2009 6:15 PM
To: rt-users
Subject: [rt-users] Can not close reminders

Hello,

I have changed servers that my RT installation was on.
On the new server I can not resolve / close / delete reminders.

I check the box and click save, however the reminder remains the same.

Where are reminders stored?

Curtis Raams


From joseph85750 at yahoo.com  Tue Jan  6 12:48:53 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 6 Jan 2009 09:48:53 -0800 (PST)
Subject: [rt-users] RT2.0.15 to RT3.8.1
In-Reply-To: <31047.25963.qm@web30306.mail.mud.yahoo.com>
Message-ID: <679292.51589.qm@web30304.mail.mud.yahoo.com>

I successfully migrated a RT 2.0.15 system to RT 3.8.1.? Everything worked quite well, with only 2 small stumbling blocks:

1) The importer didn't like to import tickets/queues that were disabled.? So, I re-enabled all the queues, did a new dump/import.? All went well.

2) I had to modify how mysql started: 
  --max_allowed_packet=128M???? as recommended at http://wiki.bestpractical.com/view/PgToMySQL? to get rid of a 'max allowed packet' error I got.


I have a question/issue with RT3.8.1 though.? On the main menu, "RT at a glance", everything looks great.? However, the section titles:? "10 highest priority tickets I own", "10 newest unowned tickets", and "Bookmarked Tickets" are hyperlinks which give an error when clicked.? They appear to be trying to go to a 'localhost' address:

http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus&Order=DESC&OrderBy=Priority&Query=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)

http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CQueueName%2C%20ExtendedStatus%2C%20CreatedRelative%2C%20%27%3CA%20HREF%3D%22%2FTicket%2FDisplay.html%3FAction%3DTake%26id%3D__id__%22%3ETake%3C%2Fa%3E%2FTITLE%3ANBSP%27&Order=DESC&OrderBy=Created&Query=%20Owner%20%3D%20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)

http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus%2C%20Bookmark&Order=DESC&OrderBy=LastUpdated&Query=id%20%3D%20%27__Bookmarked__%27&Rows=999

When the error is on the screen, if I replace 'localhost' with the system/ip and reload, the section comes up correctly.

Where is it getting 'localhost' ?

Thanks!




      
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From d.hill at yournetplus.com  Tue Jan  6 13:06:46 2009
From: d.hill at yournetplus.com (Duane Hill)
Date: Tue, 6 Jan 2009 18:06:46 +0000 (UTC)
Subject: [rt-users] RT2.0.15 to RT3.8.1
In-Reply-To: <679292.51589.qm@web30304.mail.mud.yahoo.com>
References: <679292.51589.qm@web30304.mail.mud.yahoo.com>
Message-ID: <alpine.BSF.2.00.0901061803520.19168@duane.dbq.yournetplus.com>

On Tue, 6 Jan 2009, Joseph Spenner wrote:

> I successfully migrated a RT 2.0.15 system to RT 3.8.1.  Everything worked quite
> well, with only 2 small stumbling blocks:
> 
> 1) The importer didn't like to import tickets/queues that were disabled.  So, I
> re-enabled all the queues, did a new dump/import.  All went well.
> 
> 2) I had to modify how mysql started:
>
>   --max_allowed_packet=128M
>      as recommended at http://wiki.bestpractical.com/view/PgToMySQL  to get rid of
> a 'max allowed packet' error I got.
> 
> 
> I have a question/issue with RT3.8.1 though.  On the main menu, "RT at a glance",
> everything looks great.  However, the section titles:  "10 highest priority
> tickets I own", "10 newest unowned tickets", and "Bookmarked Tickets" are
> hyperlinks which give an error when clicked.  They appear to be trying to go to a
> 'localhost' address:
> 
> http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDispl
> ay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%
> 22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASub
> ject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus&Order=DESC&OrderBy=Priority
> &Query=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%2
> 7%20OR%20Status%20%3D%20%27open%27)
> 
> http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDispl
> ay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%
> 22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASub
> ject%27%2CQueueName%2C%20ExtendedStatus%2C%20CreatedRelative%2C%20%27%3CA%20HREF%
> 3D%22%2FTicket%2FDisplay.html%3FAction%3DTake%26id%3D__id__%22%3ETake%3C%2Fa%3E%2
> FTITLE%3ANBSP%27&Order=DESC&OrderBy=Created&Query=%20Owner%20%3D%20%27Nob
> ody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)
> 
> http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDispl
> ay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%
> 22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASub
> ject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus%2C%20Bookmark&Order=DESC&Or
> derBy=LastUpdated&Query=id%20%3D%20%27__Bookmarked__%27&Rows=999
> 
> When the error is on the screen, if I replace 'localhost' with the system/ip and
> reload, the section comes up correctly.
> 
> Where is it getting 'localhost' ?

The following parameter controls what is used in the URL:

     Set($WebDomain, 'localhost');

Add to RT_SiteConfig.pm and change localhost to the IP or hostname.


From joseph85750 at yahoo.com  Tue Jan  6 13:15:39 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 6 Jan 2009 10:15:39 -0800 (PST)
Subject: [rt-users] RT2.0.15 to RT3.8.1
In-Reply-To: <alpine.BSF.2.00.0901061803520.19168@duane.dbq.yournetplus.com>
Message-ID: <135444.59568.qm@web30308.mail.mud.yahoo.com>



--- On Tue, 1/6/09, Duane Hill <d.hill at yournetplus.com> wrote:
From: Duane Hill <d.hill at yournetplus.com>
Subject: Re: [rt-users] RT2.0.15 to RT3.8.1
To: rt-users at lists.bestpractical.com
Date: Tuesday, January 6, 2009, 11:06 AM

On Tue, 6 Jan 2009, Joseph Spenner wrote:


> 
> Where is it getting 'localhost' ?

The following parameter controls what is used in the URL:

     Set($WebDomain, 'localhost');

Add to RT_SiteConfig.pm and change localhost to the IP or hostname.
_______________________________________________

That was it.  Thanks!
Curious how all the other links seemed to know where to go...




      
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From phalenor at gmail.com  Tue Jan  6 13:38:35 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Tue, 6 Jan 2009 13:38:35 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <20081030171130.GI47966@31b.local>
References: <alpine.GSO.2.00.0810271553240.10573@gimli.phalengard.com>
	<20081030171130.GI47966@31b.local>
Message-ID: <1b8d56200901061038u3d5abdfcj1139271bc731068@mail.gmail.com>

On Thu, Oct 30, 2008 at 12:11 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
> On Mon 27.Oct'08 at 15:54:39 -0400, Andy Cobaugh wrote:
>>
>> Was there going to be a shipwright tarball for RT 3.8.1 ?
>>
>> I saw some mention of this a while back, but have only been able to find
>> shipwright for 3.8.0.
>
> Not yet, but when we have it, you should be able to get at it via
> subversion with:
>
> svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel
>
> I'll see if I can make that happen today, but no promises

Is there a shipwright vessel for 3.8.1 ready to be made available yet?

--andy


From joseph85750 at yahoo.com  Tue Jan  6 16:35:31 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 6 Jan 2009 13:35:31 -0800 (PST)
Subject: [rt-users] RT2.0.15 to RT3.8.1
In-Reply-To: <679292.51589.qm@web30304.mail.mud.yahoo.com>
Message-ID: <69832.60804.qm@web30305.mail.mud.yahoo.com>


--- On Tue, 1/6/09, Joseph Spenner <joseph85750 at yahoo.com> wrote:
From: Joseph Spenner <joseph85750 at yahoo.com>
Subject: [rt-users] RT2.0.15 to RT3.8.1
To: rt-users at lists.bestpractical.com
Date: Tuesday, January 6, 2009, 10:48 AM

I successfully migrated a RT 2.0.15 system to RT 3.8.1.? Everything worked quite well, with only 2 small stumbling blocks:

1) The importer didn't like to import tickets/queues that were disabled.? So, I re-enabled all the queues, did a new dump/import.? All went well.

2) I had to modify how mysql started: 
  --max_allowed_packet=128M???? as recommended at http://wiki.bestpractical.com/view/PgToMySQL? to get rid of a 'max allowed packet' error I got.


What is the recommended max_allowed_packet size for RT3?  Is there a performance hit making it too big, as I set above?  The default value (16M) would cause a failure during the import, but I'm not sure how it would behave now that the import is finished.  I don't want it to crash later though.



      


From duncan at mcs.vuw.ac.nz  Tue Jan  6 17:14:10 2009
From: duncan at mcs.vuw.ac.nz (Duncan McEwan)
Date: Wed, 07 Jan 2009 11:14:10 +1300
Subject: [rt-users] How I setup procmail+fetchmail for RT
In-Reply-To: "Phil Labonte" <philfromwork@gmail.com>
	message dated "Tue, 23 Dec 2008 13:54:13 -0500."
References: <d72986470812231054x690741c9l2e842b8ef4acc3bf@mail.gmail.com>
Message-ID: <200901062214.n06MEA8r018229@shed11.ecs.vuw.ac.nz>

> I thought I would share with others how I setup procmail to filter out
> emails on my RT 3.6.5 system.

We also use procmail to filter out email before it reaches mailgate,
although we run it directly from sendmail's alias file rather that needing
to use fetchmail.

> ...
> 
> :O
> * ^TO.*rt at mydomain.com
> |/usr/sbin/rt-mailgate --queue "CustomerSupport" --action correspond
> --url http://my-rt-url.com/
> ...

The other thing we do slightly differently is that we invoke the rt-mailgate
from our procmail file as follows:

:0
EXITCODE=|/usr/pkg/bin/rt-mailgate --queue bugs --action correspond --url http://my-rt-url/; echo $?

The reason we did it this way was that we found procmail wasn't passing back
the exit code of the rt-mailgate to sendmail.  So if our rt server was down
and rt-mailgate returned a temporary failure sendmail wouldn't see this and
the email would be dropped.

I'm not sure whether you could have a similar problem with fetchmail.

Also, this was with whatever version of procmail we were running at the time
we started doing this.  It's quite possible that its no longer required, but
I've never found the time to look at it again.  Though given that the version
we're running is v3.22, which seems to be the latest, but which is quite old,
I suspect that nothing will have changed...

Duncan






From boyken at divms.uiowa.edu  Tue Jan  6 17:29:36 2009
From: boyken at divms.uiowa.edu (Karl Boyken)
Date: Tue, 06 Jan 2009 16:29:36 -0600
Subject: [rt-users] Problem installing RTx-Shredder after upgrade to 3.8.1
Message-ID: <4963DB50.1010907@divms.uiowa.edu>

I recently upgraded RT from 3.6.7 to 3.8.1, seemingly with no problems. 
  When I try to install RTx-Shredder, make test fails with these errors:

DBD::mysql::st execute failed: Table 'Attachments' already exists at 
t/utils.pl line 188.

It looks like this is in the __init_schema subroutine in t/utils.pl. 
Looking at the rt3 database, I do have a table named Attachments.

Any ideas?  Thanks in advance.

Karl Boyken

-- 
Karl Boyken, system administrator 
karl-boyken at uiowa.edu
303A MLH, Dept. of Comp. Sci. 
http://www.cs.uiowa.edu/~boyken/
The U. of Iowa, Iowa City, IA  52242   319-335-2730 (voice) 
319-335-3668 (fax)
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From jesse at bestpractical.com  Tue Jan  6 18:57:10 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Jan 2009 18:57:10 -0500
Subject: [rt-users] Problem installing RTx-Shredder after upgrade to
	3.8.1
In-Reply-To: <4963DB50.1010907@divms.uiowa.edu>
References: <4963DB50.1010907@divms.uiowa.edu>
Message-ID: <20090106235710.GG4439@bestpractical.com>




On Tue, Jan 06, 2009 at 04:29:36PM -0600, Karl Boyken wrote:
> I recently upgraded RT from 3.6.7 to 3.8.1, seemingly with no problems. 
>  When I try to install RTx-Shredder, make test fails with these errors:

RT 3.8 includes shredder.  It's now built in. Please _don't_ install
shredder on top of RT 3.8. :)

Best,
Jesse

> DBD::mysql::st execute failed: Table 'Attachments' already exists at 
> t/utils.pl line 188.
> 
> It looks like this is in the __init_schema subroutine in t/utils.pl. 
> Looking at the rt3 database, I do have a table named Attachments.
> 
> Any ideas?  Thanks in advance.
> 
> Karl Boyken
> 
> -- 
> Karl Boyken, system administrator 
> karl-boyken at uiowa.edu
> 303A MLH, Dept. of Comp. Sci. 
> http://www.cs.uiowa.edu/~boyken/
> The U. of Iowa, Iowa City, IA  52242   319-335-2730 (voice) 
> 319-335-3668 (fax)



> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 blake at eos-3.com  Tue Jan  6 19:10:02 2009
From: blake at eos-3.com (Blake Turner)
Date: Tue, 6 Jan 2009 17:10:02 -0700
Subject: [rt-users] Exchange 2007 setup with RT3
Message-ID: <003801c9705c$496a1180$dc3e3480$@com>

Hello All,

 

                I have seen a lot of detailed posts in regards to setup with
Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT
setup with my aliases and queues, and now its time to get the Exchange setup
working properly. I have created a new send connector that uses a "smart
host" setup with the ip address of my RT machine, but I don't really know
how to make exchange only use that connector when mail is coming from or
going to clientsupport at domain.com. As I have it setup now with 2 different
connectors, much of my usual mail is being bounced back, since its being
sent to the RT machine and it is only setup with the clientsupport email
address.  I was hoping that someone had some EX07 experience and could help
me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From cinergi+rt-users at gmail.com  Tue Jan  6 23:19:00 2009
From: cinergi+rt-users at gmail.com (Ben Goodwin)
Date: Tue, 6 Jan 2009 23:19:00 -0500
Subject: [rt-users] dealing with Cc:
Message-ID: <89237c480901062019i3c5c4b01n83109cd930cfc25a@mail.gmail.com>

>
> On Mon  5.Jan'09 at 15:10:25 +0200, Razvan Cosma wrote:
> >     Hello,
> >    I'm trying to figure out the best way to deal with a common issue we
> have
> >    when multiple recipients are specified for a message. If a customer
> sends
> >    a message to our ticket system with a dozen other persons in to:
> and/or
> >    cc:, it will be stored correctly, but
> >    1. If any of the other recipients replies to the initial message,
> keeping
> >    RT in Cc: a new ticket will be created, with him/her as requestor. Is
> it
> >    possible for RT to detect such replies and store them as part of the
> same
> >    issue?
>
> The problem is that it's relatively hard to do this _right_. Most of the
> ways one could do this would result in RT accidentally aggregating all
> sorts of unrelated messages.  In particular, there's a user behaviour
> that makes this work _really_ poorly:
>
> Users frequently craft new messages by clicking "reply" or "reply all"
> and blanking out the subject and body. In at least one of the most
> common mail clients (outlook), this means you end up with a message that
> has the In-Reply-To: header but isn't actually a reply.
>
> Coping with both sides of this would require some engineering work,
> though I do have a design for a system that would make you happy. It's a
> fair bit of work, though.
>
>
How about if this other header (such as In-Reply-To:) matches *AND* the
subject (minus prefixes) match, then route the reply into an existing
ticket?  So:

If subject contains proper tags
  route it according to the tags
else if In-Reply-To: matches an existing ticket AND the subjects match
(minus prefixes like RE: or FWD:)
  route it according to what's found
else
  create new ticket

I'm guessing that metadata (in-reply-to) is not in its own field and indexed
-- which is probably necessary.  Then the matching logic above needs to be
written.  I also don't know what the best choice would be for header-based
matching (is In-Reply-To: the best choice?) -- that might need some
research, too.

   -=| Ben
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From ian at pimpano.co.za  Wed Jan  7 04:56:31 2009
From: ian at pimpano.co.za (Ian Rowland)
Date: Wed, 7 Jan 2009 11:56:31 +0200
Subject: [rt-users] Shredder cannot shred ticket with many attachments
Message-ID: <64E66C5CD1209245B3CDC93B6B6E1792697BDE152C@www.pimpano.co.za>

Hi everyone, first time post to the list but I have been following it for 2 years now - thanks for all the great advice.

I had a mail loop on my system during December. Someone emailed a corrupt attachment in, rt would send a response to watchers and my exchange server on the LAN NDR'd the message back to RT (corrupt attachment), RT in turn then sent out a mail to the watchers and this caused an eternal NDR/Response loop. I think I have in excess of 100,000 responses in the ticket

We were on 3.8.1 and now running 3.8.2rc1

In firefox I get the following timeout after a few hours:

Couldn't wipeout object: no connection to syslog available - /dev/log is not a socket at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm line 71 Stack: [/usr/lib/perl5/5.10.0/Carp.pm:44] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:510] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:389] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm:71] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Output.pm:39] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:147] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:95] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:70] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:22] [/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236] [/opt/rt3/bin/../lib/RT/Shredder.pm:595] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:551] [/opt/rt3/bin/../lib/RT/Shredder.pm:540] [/opt/rt3/share/html/Admin/Tools/Shredder/index.html:158] [/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59] [/opt/rt3/share/html/Admin/autohandler:49] [/opt/rt3/share/html/autohandler:311]

Tail -f /var/log/messages:

Jan  7 11:00:35 rt kernel: imklog 3.20.2, log source = /proc/kmsg started.
Jan  7 11:00:35 rt rsyslogd: [origin software="rsyslogd" swVersion="3.20.2" x-pid="1622" x-info="http://www.rsyslog.com"] restart
Jan  7 12:00:20 rt kernel: Kernel logging (proc) stopped.
Jan  7 12:00:21 rt kernel: imklog 3.20.2, log source = /proc/kmsg started.
Jan  7 12:00:21 rt rsyslogd: [origin software="rsyslogd" swVersion="3.20.2" x-pid="1622" x-info="http://www.rsyslog.com"] restart

I am also running Nagios on the box, will stop the service and try the shred again.

Any pointers will be appreciated

Ian
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From justin.hayes at orbisuk.com  Wed Jan  7 04:43:12 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 7 Jan 2009 09:43:12 +0000
Subject: [rt-users] Search for logged-in user as requestor
Message-ID: <90ABEA79-0B78-44BF-94A6-80889E1B04E1@orbisuk.com>

Hi,

I would like to be able to create saved searches that will find  
tickets where the logged in user is the Requestor.

This is easy for Owner as you can use		Owner = '__CurrentUser__'.

Is there a way to do this for Requestor though? I tried			Requestor =  
'__CurrentUser__'			but that doesn't work.

I found this on the wiki, but that only seems to apply to RT2:

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

Any help much appreciated!!

Justin
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From dave.wells at foreshore.net  Wed Jan  7 07:40:44 2009
From: dave.wells at foreshore.net (Dave Wells)
Date: Wed, 7 Jan 2009 12:40:44 -0000
Subject: [rt-users] On Comment set to open
Message-ID: <3E88364AF578694C9BBFE357115E2EDE046FCB36@jsy-qr-is.is.foreshore.net>

Hi Guys,
 
Just a quick question, when our users comment on a ticket in a new
state, the ticket is automatically moved to an open state.
 
There are no scripts I can find that carry out this action, is this a
default action and if it is can it be changed?
 
Many Thanks
Dave 
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From ian at pimpano.co.za  Wed Jan  7 09:10:13 2009
From: ian at pimpano.co.za (Ian Rowland)
Date: Wed, 7 Jan 2009 16:10:13 +0200
Subject: [rt-users] Shredder cannot shred ticket with many attachments
In-Reply-To: <64E66C5CD1209245B3CDC93B6B6E1792697BDE152C@www.pimpano.co.za>
References: <64E66C5CD1209245B3CDC93B6B6E1792697BDE152C@www.pimpano.co.za>
Message-ID: <64E66C5CD1209245B3CDC93B6B6E1792697BDE154C@www.pimpano.co.za>

I ran it with nagios disabled and same error:

Couldn't wipeout object: no connection to syslog available - /dev/log is not a socket at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm line 71 Stack: [/usr/lib/perl5/5.10.0/Carp.pm:44] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:510] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:389] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm:71] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Output.pm:39] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:147] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:95] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:70] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:22] [/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236] [/opt/rt3/bin/../lib/RT/Shredder.pm:595] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:551] [/opt/rt3/bin/../lib/RT/Shredder.pm:540] [/opt/rt3/share/html/Admin/Tools/Shredder/index.html:158] [/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59] [/opt/rt3/share/html/Admin/autohandler:49] [/opt/rt3/share/html/autohandler:311]

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ian Rowland
Sent: 07 January 2009 11:57 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Shredder cannot shred ticket with many attachments

Hi everyone, first time post to the list but I have been following it for 2 years now - thanks for all the great advice.

I had a mail loop on my system during December. Someone emailed a corrupt attachment in, rt would send a response to watchers and my exchange server on the LAN NDR'd the message back to RT (corrupt attachment), RT in turn then sent out a mail to the watchers and this caused an eternal NDR/Response loop. I think I have in excess of 100,000 responses in the ticket

We were on 3.8.1 and now running 3.8.2rc1

In firefox I get the following timeout after a few hours:

Couldn't wipeout object: no connection to syslog available - /dev/log is not a socket at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm line 71 Stack: [/usr/lib/perl5/5.10.0/Carp.pm:44] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:510] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:389] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm:71] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Output.pm:39] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:147] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:95] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:70] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:22] [/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236] [/opt/rt3/bin/../lib/RT/Shredder.pm:595] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:551] [/opt/rt3/bin/../lib/RT/Shredder.pm:540] [/opt/rt3/share/html/Admin/Tools/Shredder/index.html:158] [/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59] [/opt/rt3/share/html/Admin/autohandler:49] [/opt/rt3/share/html/autohandler:311]

Tail -f /var/log/messages:

Jan  7 11:00:35 rt kernel: imklog 3.20.2, log source = /proc/kmsg started.
Jan  7 11:00:35 rt rsyslogd: [origin software="rsyslogd" swVersion="3.20.2" x-pid="1622" x-info="http://www.rsyslog.com"] restart
Jan  7 12:00:20 rt kernel: Kernel logging (proc) stopped.
Jan  7 12:00:21 rt kernel: imklog 3.20.2, log source = /proc/kmsg started.
Jan  7 12:00:21 rt rsyslogd: [origin software="rsyslogd" swVersion="3.20.2" x-pid="1622" x-info="http://www.rsyslog.com"] restart

I am also running Nagios on the box, will stop the service and try the shred again.

Any pointers will be appreciated

Ian



[cid:image001.gif at 01C970E2.6BCEE210]<http://mail13.mimecast.co.za/mimecast/click?code=583545cda220ce3389fb393fb43a6525>





Pimpano Three (Pty) Ltd

Name:

Ian Rowland

Email:

ian at pimpano.co.za<mailto:ian at pimpano.co.za>

Phone:

0861-PIMPANO

Mobile:

082-332-0585

Fax:

086-672-2541



Disclaimer
The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of rt-users at lists.bestpractical.com and others authorized to receive it. If you are not rt-users at lists.bestpractical.com you are hereby notified that any disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be unlawful or illegal!!!
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From HelmuthRamirez at compupay.com  Wed Jan  7 09:30:08 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 7 Jan 2009 09:30:08 -0500
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <003801c9705c$496a1180$dc3e3480$@com>
References: <003801c9705c$496a1180$dc3e3480$@com>
Message-ID: <7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>

I'm not sure what your requirements are, but here is what we did.  I
tried to keep it as simple and as "if I get hit by a milk truck tomorrow
someone will need to work on this" troubleshooting friendly as possible
:)  

 

We have AD accounts created with the e-mail addresses we give to our
users, supportemail at ourdomain.com, we then have a corresponding Contact
object which is the RT server e-mail address so
rtsupportemail at rtserver.ourdomain.com.   The AD account
supportemail at ourdomain.com is configured to forward all messages to its
respective Contact object.  The Reply address within RT is configured as
the AD account e-mail address so all communications go through the AD
account.  Mail server for RT uses Exchange as smarthost to relay all
traffic.

 

We're running 2003, but the same should work for all flavors of
Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake
Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup
with Exchange Server 2003, but the steps don't seem to apply to 2007. I
have RT setup with my aliases and queues, and now its time to get the
Exchange setup working properly. I have created a new send connector
that uses a "smart host" setup with the ip address of my RT machine, but
I don't really know how to make exchange only use that connector when
mail is coming from or going to clientsupport at domain.com. As I have it
setup now with 2 different connectors, much of my usual mail is being
bounced back, since its being sent to the RT machine and it is only
setup with the clientsupport email address.  I was hoping that someone
had some EX07 experience and could help me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From ian at pimpano.co.za  Wed Jan  7 09:44:01 2009
From: ian at pimpano.co.za (Ian Rowland)
Date: Wed, 7 Jan 2009 16:44:01 +0200
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>
References: <003801c9705c$496a1180$dc3e3480$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>
Message-ID: <64E66C5CD1209245B3CDC93B6B6E1792697BDE154D@www.pimpano.co.za>

Just a note - I found out the hard way that if you use distribution groups they are by default internal only - you have to set the group/list in Exchange 2007 to accept external mails for them.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez
Sent: 07 January 2009 04:30 PM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

I'm not sure what your requirements are, but here is what we did.  I tried to keep it as simple and as "if I get hit by a milk truck tomorrow someone will need to work on this" troubleshooting friendly as possible :)

We have AD accounts created with the e-mail addresses we give to our users, supportemail at ourdomain.com<mailto:supportemail at ourdomain.com>, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportemail at rtserver.ourdomain.com<mailto:rtsupportemail at rtserver.ourdomain.com>.   The AD account supportemail at ourdomain.com<mailto:supportemail at ourdomain.com> is configured to forward all messages to its respective Contact object.  The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account.  Mail server for RT uses Exchange as smarthost to relay all traffic.

We're running 2003, but the same should work for all flavors of Exchange.

Helmuth

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

Hello All,

                I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a "smart host" setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupport at domain.com<mailto:clientsupport at domain.com>. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address.  I was hoping that someone had some EX07 experience and could help me along my path !

Thanks in advance for any help/tips/advice I can get !!
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From falcone at bestpractical.com  Wed Jan  7 09:34:44 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 7 Jan 2009 09:34:44 -0500
Subject: [rt-users] [Rt-announce] RT 3.8.2 Released
Message-ID: <E3BB0EAC-8A9A-4973-A496-82FDD87C8C9A@bestpractical.com>

We are happy to announce that RT 3.8.2 is now available. You can
download it from:

http://download.bestpractical.com/pub/rt/release/rt-3.8.2.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.8.2.tar.gz.sig

SHA1 sums

e5e17464849ec040b7b1d6d14f456a2e64871848  rt-3.8.2.tar.gz
b6c1d165af056d21b2ddfb7ac018a1812f928e87  rt-3.8.2.tar.gz.sig

A longer changelog is available at the bottom of this announcement.
Some highlighted changes include:

* Approvals System Overhaul
* Dashboards Overhaul, including the ability to include more
   types of portlets and a new subscription type
* Upgrades to the mysql schema upgrade script, now named
   upgrade-mysql-schema.pl  If you're planning an upgrade from
   a version of RT prior to 3.8, please read UPGRADING.mysql
* Many localization cleanups
* Fixes to HTML mail generation and the handling of mixed/alternative
   messages.  The WYSIWYG editor was also upgraded.  See
   docs/templates.pod for more about generating HTML mail.
* complete reimplementation of sbin/rt-validator for checking  
integrity of the DB

If you are using RT::Authen::ExternalAuth with RT 3.8.1 please be
sure to upgrade to RT-Authen-ExternalAuth-0.07_02 (available on
CPAN) with 3.8.2

-kevin

Changelog:

New features:

* complete reimplementation of sbin/rt-validator for checking integrity
  of the DB [ruz]

* add UseSQLForACLChecks option - no more wrong numbers in search  
results,
  no more missing entries on pages, no more empty pages, but only if  
your
  DB can handle such queries [ruz]

* add sbin/rt-attributes-viewer that helps sometimes investigate  
problems [ruz]

* break out the Logout link into an Element so you can override it  
[falcone]

* Allow %ARGS to set custom field values in SelfService [alexmv]

* A new callback for successful login via WebExternalAuth [sartak]

* A new callback in Ticket/Create.html [alexmv]

* show how often user recieves messages on a ticket [ruz]

* REST improvements - Queue ticket CFs, Queue CFs, Group management,
  Attachments [Philip Kime]

* Allow optional # before ticket ID in simple search [alexmv]

* Add callbacks for the themes' main stylesheets

* Allow group charts by users' Organization and other fields [ruz]

* Allow change of Requestor in QuickCreate [elacour]

* revert cleanup from require/our @ISA to use base because it breaks
  RT running under fastcgi/mod_perl

* Cleanup Dashboard internals and unify with Saved Searches [sartak]

* Allow homepage components to be used on Dashboards [sartak]

* Add support for "every X weeks" Dashboard subscriptions [sunnvy]

* Cleanup and refactor the localization infrastructure [clkao, elacour]

* Add new global Config option MessageBoxIncludeSignature to control
  whether signatures are included in Replies and Comments [falcone]

* Handle dates and Custom Fields when redirecting to Ticket/ 
Display.html [sartak]

* Name the Submit button on Ticket modification pages and clean up  
[sartak]

* Support for parallel testing (make test-parallel) and fixes for Pg  
when running
  in parallel [ruz falcone]

* Support for running automated tests on Oracle [ruz]

* add an Initial callback to the homepage [ruz]

* New callback on search results to add new tools [elacour]

* Instructions for starting to port to windows [sunnavy]

* Add custom Transaction display for Told [sunnavy]

* Add ShowApprovalsTab right to control who sees the
  Approvals links [elacour]

* Approvals System Overhaul [clkao]

* Allow setting colspan in formats [sartak Olly Stephens]

* Documentation of Template variables [sartak]

* New Callback in ParseFormat [sartak Eynat Nir Mishor]

* for rt-mailgate, if --action correspond --extension action
  is specifict, fall back to correspond for emails without an
  extension [sartak Jerrad Pierce]

* Command line enhancements [alexmv Wolfgang Friebel]

* Support HTML for MakeClicky [sunnavy]

* clean up handling of static files in NoAuth/images and NoAuth/css  
[falcone]

* let more HTML tags created by the RichText editor show in the Ticket  
Display [falcone]

Fixes and cleanups

* fix searching by CFs on Oracle [ruz]

* Documentation fixes and improvements here and there [all]

* Set default LogToSysLog to 'info' instead of 'debug' [sunnavy]

* Fix file names corruption when attaching files with international  
character
  via UI [ruz]

* Fix attaching attachments to outgoing mails in RT on Oracle DB [joop]

* Various improvements in web installer [sunnavy]

* CSS fixes [sunnavy, elacour]

* Pg has support for USAGE privilege on sequences only starting
  from Pg 8.2.0, improve etc/acl.Pg* [ruz]

* Don't do the safe ipc hack for SpeedyCGI [Niko Tyni]

* rewrite displaying message stanza without recursion to avoid
  problems with deep recursion errors and improve performance [ruz]

* fix double BRs in ticket history [ruz]

* fix minor tags dis-balance [Olly Stephens]

* partially make Shredder's pages translatable [ruz]

* fix issue when schema upgrade script could generate ALTER TABLE ...
  BLOB CHARACTER SET ... [ruz]

* Don't attach html parts of mixed/alternative messages [alexmv]

* Fix printing by updating print.css [Ian Goodacre, elacour]

* Updated sbin/factory [Hans Dieter, sartak]

* Fixes for localization of RT [elacour, sartak, clkao, falcone]

* Fix missed "/" that makes header links on RT at a glance unclickable  
when
  WebPath is non-empty [elacour]

* fix for CustomField's LoadByName to be backward compatible [sunnavy]

* fix a nasty copy&paste typo that's been there for a while
  forcing admins to grant CreateTicket right to everyone even if
  they want to do that for unprivileged users only [ruz]

* don't bother checking for data/gpg if the
  user explicitly turned gpg off [falcone]

* Handle the case where you enable GPG but haven't
  created the data directory.  We should probably just
  create the directory for you. [falcone]

* fix AJAX bookmarking in IE [sunnavy]

* fix REST/CLI when there is a type field [Philip Kime]

* return error earlier if parsing of a template failed [falcone]

* Fix for CF matching in the REST interface [Tony Lambiris]

* allow tags used by the WYSIWYG editor to pass through so that
  when you use bold font in a message, you see it in the RT view.
  [falcone]

* fix problems with loading of FCKeditor in IE [falcone]

* Plugin loading fixes for modules such as User [falcone]

* Pass more information to Ticket/Update.html's Initial callback [ruz]

* Better signal handling for gpg [ruz]

* Fix test's database username to avoid going over length limits on
  mysql [ruz]

* Fix search results RSS feed to show correct Time and Creator [clkao]

* Refactor maildigest tests [sunnavy]

* Use information_schema in upgrade-mysql-schema.pl on newer mysqls  
[ruz]

* Sort right names using localized values [ruz]

* Trim leading or trailing whitespace in for simple search [elacour]

* Add documentation of rt-setup-database --action upgrade [elacour  
Trent W Buck]

* Clean up display of Custom Field Values during editing [elacour]

* Update documentation about upgrade-mysql-schema.pl and give it a
  better name [sartak falcone]

* Updated de translation from Torsten Brumm

* Don't create empty Deferred Attributes [ruz]

* Fix grouping by watchers on graphs [ruz]

* Show EmailAddress not id of requestor when using Quick Create [ruz]

* Validate mandatory custom fields on SelfService [elacour ruz]

* Upgrade FCKeditor to version 2.6.3 [falcone]

* Add configuration variables for size of FCKeditor [falcone]
  MessageBoxRightTextHeight MessageBoxRightTextWidth

* Reorder and document adding a new config option to META
  in Config.pm [falcone]

* Make config options explicitly sorted [falcone]

* Switch to using WebPath from WebURL for portlet links [clkao]

* Cleanup GPG tempfiles [alexmv]

* Use StashWarnings in tests to clean up lots of warnings [sartak]

* Remove unused gradient-glossy.png [sunnavy]

* Use ActiveStatus rather than hardcoded values in more of the
  homepage portlets [elacour ruz]

* Make the default RT font Arial [falcone jesse]

* Fix gpg passphrase handling to support gpg 1.2 [ruz]

* Properly downgrade HTML templates to multipart alternative
  text/plain and text/html [falcone]

* Warn when a callback exists in two extensions and only one
  of them will be run [falcone]

* Avoid "Not LIKE ''" on Oracle BLOBs [ruz]

* Prefer the SERVER_HOST environment variable for generating uris over
  HTTP_HOST [sartak Niko Tyni]

* quiet test output [alexmv]

Dependencies:

* newer Text::Template which claims to have fixed the T:: cleanup,  
otherwise
  scrips in batch stage may be delayed [sartak]

* Add dependency on Test::HTTP::Server::Simple::StashWarnings [sartak]
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http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From dave.wells at foreshore.net  Wed Jan  7 10:03:35 2009
From: dave.wells at foreshore.net (Dave Wells)
Date: Wed, 7 Jan 2009 15:03:35 -0000
Subject: [rt-users] On Comment set to open
Message-ID: <3E88364AF578694C9BBFE357115E2EDE046FCB91@jsy-qr-is.is.foreshore.net>

Hi Guys,
 
Just a quick question, when our users comment on a ticket in a new
state, the ticket is automatically moved to an open state.
 
There are no scripts I can find that carry out this action, is this a
default action and if it is can it be changed?
 
Many Thanks
Dave 



From Gabriele.Franzini at nervianoms.com  Wed Jan  7 10:00:36 2009
From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms])
Date: Wed, 7 Jan 2009 16:00:36 +0100
Subject: [rt-users] Search for logged-in user as requestor
Message-ID: <20090107151025.9163363C63B@diesel.bestpractical.com>

Hello,Justin, 
I use in similar saved searches for V3.8.1 the clause:

Owner.Id = '__CurrentUser__'

so maybe Requestor.Id would do?
HTH,
Gabriele Franzini
ICT Applications Manager
Nerviano Medical Sciences SRL
20014 Nerviano Italy


-----------------------------------------------------
>Message: 1
>Date: Wed, 7 Jan 2009 09:43:12 +0000
>From: Justin Hayes <justin.hayes at orbisuk.com>
>Subject: [rt-users] Search for logged-in user as requestor
>
>Hi,
>
>I would like to be able to create saved searches that will find tickets
where the logged in user is the Requestor.
>
>This is easy for Owner as you can use		Owner =
'__CurrentUser__'.
>
>Is there a way to do this for Requestor though? I tried
Requestor =  
>'__CurrentUser__'			but that doesn't work.
>
>I found this on the wiki, but that only seems to apply to RT2:
>
>http://wiki.bestpractical.com/view/CurrentUserEmail
>
>Any help much appreciated!!
>
>Justin


From sturner at MIT.EDU  Wed Jan  7 10:31:03 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 07 Jan 2009 10:31:03 -0500
Subject: [rt-users] On Comment set to open
In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE046FCB91@jsy-qr-is.is.foreshore.net>
References: <3E88364AF578694C9BBFE357115E2EDE046FCB91@jsy-qr-is.is.foreshore.net>
Message-ID: <op.und711vd5pzi6r@mockingbird.mit.edu>

On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells <dave.wells at foreshore.net>  
wrote:

> Hi Guys,
> Just a quick question, when our users comment on a ticket in a new
> state, the ticket is automatically moved to an open state.
> There are no scripts I can find that carry out this action, is this a
> default action and if it is can it be changed?
> Many Thanks
> Dave
>

Do you mean comment or reply? There's a global scrip installed by default  
that does this on reply:

On Correspond Open Tickets with template Blank

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From jpierce at cambridgeenergyalliance.org  Wed Jan  7 10:41:03 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 7 Jan 2009 10:41:03 -0500
Subject: [rt-users] On Comment set to open
In-Reply-To: <op.und711vd5pzi6r@mockingbird.mit.edu>
References: <3E88364AF578694C9BBFE357115E2EDE046FCB91@jsy-qr-is.is.foreshore.net>
	<op.und711vd5pzi6r@mockingbird.mit.edu>
Message-ID: <be7163f0901070741k68cae8adwba3591f8b50d0141@mail.gmail.com>

> On Correspond Open Tickets with template Blank
It's a customization on the wiki, not a part of the core as far I've ever seen.
There are also variants like "take on correspond iff unowned & admincc,"
which we recently implemented here with success.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From dave.wells at foreshore.net  Wed Jan  7 10:43:08 2009
From: dave.wells at foreshore.net (Dave Wells)
Date: Wed, 7 Jan 2009 15:43:08 -0000
Subject: [rt-users] On Comment set to open
In-Reply-To: <op.und711vd5pzi6r@mockingbird.mit.edu>
References: <3E88364AF578694C9BBFE357115E2EDE046FCB91@jsy-qr-is.is.foreshore.net>
	<op.und711vd5pzi6r@mockingbird.mit.edu>
Message-ID: <3E88364AF578694C9BBFE357115E2EDE046FCB9E@jsy-qr-is.is.foreshore.net>

Hi,

Nope this is purely a comment via the web interface. I have also removed
the default script mentioned.

The scripts I have set are as follows:

Scrips which apply to all queues

Send Notification of Ticket when a reply is received to a resolved
ticket 
On Reply to Resolved Ticket Notify AdminCcs with template
ReplyToResolved 

Send Notification of Ticket when a reply is received to a resolved
ticket 
On Reply to Resolved Ticket Notify Ccs with template ReplyToResolved 

Send Notification of Ticket when a reply is received to a resolved
ticket 
On Reply to Resolved Ticket Notify Owner with template ReplyToResolved 

On a Reply(correspondance) to a resolved ticket set the status back to
new 
On Reply to Resolved Ticket User Defined with template Blank 

For CC and BCC Field 
On Correspond Notify Other Recipients with template Correspondence 

for CC and BCC Field 
On Comment Notify Other Recipients with template Correspondence 

Queue Scrips

On Resolve Notify Requestors with template Resolved  

On Resolve Notify AdminCcs with template Resolved  
 
On Resolve Notify Owner with template Resolved  

On Correspond Notify Requestors with template Correspondence  

On Create Notify Owner with template Admin Comment  

On Create Notify Requestors, Ccs and AdminCcs with template Admin
Comment  

On Correspond Notify Owner with template Correspondence  
 
Thanks
Dave

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: 07 January 2009 15:31
To: Dave Wells; RT users
Subject: Re: [rt-users] On Comment set to open

On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells
<dave.wells at foreshore.net>
wrote:

> Hi Guys,
> Just a quick question, when our users comment on a ticket in a new 
> state, the ticket is automatically moved to an open state.
> There are no scripts I can find that carry out this action, is this a 
> default action and if it is can it be changed?
> Many Thanks
> Dave
>

Do you mean comment or reply? There's a global scrip installed by
default that does this on reply:

On Correspond Open Tickets with template Blank

Steve

--
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T




From sebsua at gmail.com  Wed Jan  7 10:51:33 2009
From: sebsua at gmail.com (sebsua at gmail.com)
Date: Wed, 7 Jan 2009 13:51:33 -0200
Subject: [rt-users] RT at a Glance modification
Message-ID: <be9af200901070751i37e7d2dbk7c6b0f58ec14b524@mail.gmail.com>

Hi list,

I notice that under version 3.8.2 the length of the subject adjusts
into the RT at a Glance page, seen the "Quick Search", "Reminders",
etc.- moving from side to side depending on ticket subject length.

Is there a way to change this as per 3.6.1 handles? I been looking
through some css but can't find this.

Many Thanks,
Seb.-


From sturner at MIT.EDU  Wed Jan  7 10:55:35 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 07 Jan 2009 10:55:35 -0500
Subject: [rt-users] On Comment set to open
In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE046FCB9E@jsy-qr-is.is.foreshore.net>
References: <3E88364AF578694C9BBFE357115E2EDE046FCB91@jsy-qr-is.is.foreshore.net>
	<op.und711vd5pzi6r@mockingbird.mit.edu>
	<3E88364AF578694C9BBFE357115E2EDE046FCB9E@jsy-qr-is.is.foreshore.net>
Message-ID: <op.und86xjb5pzi6r@mockingbird.mit.edu>

On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells <dave.wells at foreshore.net>  
wrote:

> Hi,
>
> Nope this is purely a comment via the web interface. I have also removed
> the default script mentioned.
>

This finally rang a bell - if you look at html/Ticket/Update.html you'll  
see code that sets the status drop down default to 'open' if the ticket  
status is 'new'. So when you submit a comment the status is updated.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From sturner at MIT.EDU  Wed Jan  7 10:57:01 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 07 Jan 2009 10:57:01 -0500
Subject: [rt-users] On Comment set to open
In-Reply-To: <be7163f0901070741k68cae8adwba3591f8b50d0141@mail.gmail.com>
References: <3E88364AF578694C9BBFE357115E2EDE046FCB91@jsy-qr-is.is.foreshore.net>
	<op.und711vd5pzi6r@mockingbird.mit.edu>
	<be7163f0901070741k68cae8adwba3591f8b50d0141@mail.gmail.com>
Message-ID: <op.und89bea5pzi6r@mockingbird.mit.edu>

On Wed, 07 Jan 2009 10:41:03 -0500, Jerrad Pierce  
<jpierce at cambridgeenergyalliance.org> wrote:

>> On Correspond Open Tickets with template Blank
> It's a customization on the wiki, not a part of the core as far I've  
> ever seen.
> There are also variants like "take on correspond iff unowned & admincc,"
> which we recently implemented here with success.

I'm seeing that scrip definition as part of /etc/initialdata (rt 3.8.0).  
It's been set up by default on every RT install I've done.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From dave.wells at foreshore.net  Wed Jan  7 11:03:19 2009
From: dave.wells at foreshore.net (Dave Wells)
Date: Wed, 7 Jan 2009 16:03:19 -0000
Subject: [rt-users] On Comment set to open
In-Reply-To: <op.und86xjb5pzi6r@mockingbird.mit.edu>
References: <3E88364AF578694C9BBFE357115E2EDE046FCB91@jsy-qr-is.is.foreshore.net>
	<op.und711vd5pzi6r@mockingbird.mit.edu>
	<3E88364AF578694C9BBFE357115E2EDE046FCB9E@jsy-qr-is.is.foreshore.net>
	<op.und86xjb5pzi6r@mockingbird.mit.edu>
Message-ID: <3E88364AF578694C9BBFE357115E2EDE046FCBA2@jsy-qr-is.is.foreshore.net>

Thanks very much for the info, makes sense now.

If I change html/Ticket/Update.html to set the status default to new, do
you think this would cause any issues? 

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: 07 January 2009 15:56
To: Dave Wells; RT users
Subject: Re: [rt-users] On Comment set to open

On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells
<dave.wells at foreshore.net>
wrote:

> Hi,
>
> Nope this is purely a comment via the web interface. I have also 
> removed the default script mentioned.
>

This finally rang a bell - if you look at html/Ticket/Update.html you'll
see code that sets the status drop down default to 'open' if the ticket
status is 'new'. So when you submit a comment the status is updated.

Steve

--
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T




From sturner at MIT.EDU  Wed Jan  7 11:12:23 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 07 Jan 2009 11:12:23 -0500
Subject: [rt-users] On Comment set to open
In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE046FCBA2@jsy-qr-is.is.foreshore.net>
References: <3E88364AF578694C9BBFE357115E2EDE046FCB91@jsy-qr-is.is.foreshore.net>
	<op.und711vd5pzi6r@mockingbird.mit.edu>
	<3E88364AF578694C9BBFE357115E2EDE046FCB9E@jsy-qr-is.is.foreshore.net>
	<op.und86xjb5pzi6r@mockingbird.mit.edu>
	<3E88364AF578694C9BBFE357115E2EDE046FCBA2@jsy-qr-is.is.foreshore.net>
Message-ID: <op.und9yxd45pzi6r@mockingbird.mit.edu>

On Wed, 07 Jan 2009 11:03:19 -0500, Dave Wells <dave.wells at foreshore.net>  
wrote:

> Thanks very much for the info, makes sense now.
>
> If I change html/Ticket/Update.html to set the status default to new, do
> you think this would cause any issues?
>

I think this code (along with the global scrip) is just helping to  
implement the business rule that any change to a new ticket automatically  
opens the ticket. That way, you can distinguish between untouched tickets  
and ones that are actively being worked on.

So if you don't want that business rule, I don't think there'd be any harm  
in removing the code. I do think it would be neater to remove the code, so  
that the drop-down default is whatever the ticket status is.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From berrebi at yahoo-inc.com  Wed Jan  7 11:36:12 2009
From: berrebi at yahoo-inc.com (Remy Berrebi)
Date: Wed, 07 Jan 2009 17:36:12 +0100
Subject: [rt-users] approval needs
Message-ID: <4964D9FC.3050305@yahoo-inc.com>

hi every one,

i'm new on RT and i'm trying for my company to setup RT with approval 
mechanism...

i'm actually using RT 3.8.1

i followed instruction here :

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

when i create a ticket on queue 'request' a ticket is created on queue 
'approval' .. all seems good!
but user in group that can access to queue Request (approver user) can 
see queue, but it's always empty queue... even if by entering ticket ID 
on search box, i can see ticket with owner set to approver user, and 
queue set to "Request" ... even schredder can not find any ticket, 
deleted or not from this queue ...

any idea why such happen? :)

thanks a lot in advance,



From blake at eos-3.com  Wed Jan  7 11:55:46 2009
From: blake at eos-3.com (Blake Turner)
Date: Wed, 7 Jan 2009 09:55:46 -0700
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>
References: <003801c9705c$496a1180$dc3e3480$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>
Message-ID: <004201c970e8$c94dea20$5be9be60$@com>

Thank you for the replies, 

 

Helmuth - I was going through your instructions and it seems pretty simple
to setup. The only thing I don't understand is "Mail server for RT uses
Exchange as smarthost to relay all traffic." Are you saying that you had to
setup RT to use Exchange as a Smarthost, and not the other way around. This
"smarthost" part of the process is what is the most confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I'm not sure what your requirements are, but here is what we did.  I tried
to keep it as simple and as "if I get hit by a milk truck tomorrow someone
will need to work on this" troubleshooting friendly as possible :)  

 

We have AD accounts created with the e-mail addresses we give to our users,
supportemail at ourdomain.com, we then have a corresponding Contact object
which is the RT server e-mail address so
rtsupportemail at rtserver.ourdomain.com.   The AD account
supportemail at ourdomain.com is configured to forward all messages to its
respective Contact object.  The Reply address within RT is configured as the
AD account e-mail address so all communications go through the AD account.
Mail server for RT uses Exchange as smarthost to relay all traffic.

 

We're running 2003, but the same should work for all flavors of Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup with
Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT
setup with my aliases and queues, and now its time to get the Exchange setup
working properly. I have created a new send connector that uses a "smart
host" setup with the ip address of my RT machine, but I don't really know
how to make exchange only use that connector when mail is coming from or
going to clientsupport at domain.com. As I have it setup now with 2 different
connectors, much of my usual mail is being bounced back, since its being
sent to the RT machine and it is only setup with the clientsupport email
address.  I was hoping that someone had some EX07 experience and could help
me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From mcr at simtone.net  Wed Jan  7 11:51:30 2009
From: mcr at simtone.net (mcr at simtone.net)
Date: Wed, 07 Jan 2009 11:51:30 -0500
Subject: [rt-users] closing out spam tickets
Message-ID: <20090107165813.3136DE3CEDF@diesel.bestpractical.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1


No matter how good our spam filters are for out support email accounts,
spam is going to get through, and we would prefer to err on the side of
letting things in rather than dropping emails from real customers.

I'm wondering if someone has any simple suggestions/plugins/etc. for
adding buttons to the "RT at a glance" page that would add a "close this
as spam" button next to the "Take" ticket button.

I see a lot of various recipes at: 
  http://wiki.bestpractical.com/view/SpamFiltering

for filtering things.  That's not my problem at present (sorting the
spam into a different queue).  It's what to do with it once sorted.

What do others do?

- -- 
Michael Richardson <mcr at simtone.net>
Director -- Consumer Desktop Development, Simtone Corporation, Ottawa, Canada
Personal: http://www.sandelman.ca/mcr/ 

SIMtone Corporation fundamentally transforms computing into simple,
secure, and very low-cost network-provisioned services pervasively
accessible by everyone.  Learn more at www.simtone.net and www.SIMtoneVDU.com 




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From jpierce at cambridgeenergyalliance.org  Wed Jan  7 12:20:07 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 7 Jan 2009 12:20:07 -0500
Subject: [rt-users] closing out spam tickets
In-Reply-To: <20090107165813.3136DE3CEDF@diesel.bestpractical.com>
References: <20090107165813.3136DE3CEDF@diesel.bestpractical.com>
Message-ID: <be7163f0901070920j2071979ercd51222d688143dc@mail.gmail.com>

Items in the spam queue never show up in "newest unowned," so that helps.
Once every few days/weeks, I look at the spam queue, and bulk update
things to rejected status.

On Wed, Jan 7, 2009 at 11:51,  <mcr at simtone.net> wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
>
> No matter how good our spam filters are for out support email accounts,
> spam is going to get through, and we would prefer to err on the side of
> letting things in rather than dropping emails from real customers.
>
> I'm wondering if someone has any simple suggestions/plugins/etc. for
> adding buttons to the "RT at a glance" page that would add a "close this
> as spam" button next to the "Take" ticket button.
>
> I see a lot of various recipes at:
>  http://wiki.bestpractical.com/view/SpamFiltering
>
> for filtering things.  That's not my problem at present (sorting the
> spam into a different queue).  It's what to do with it once sorted.
>
> What do others do?
>
> - --
> Michael Richardson <mcr at simtone.net>
> Director -- Consumer Desktop Development, Simtone Corporation, Ottawa, Canada
> Personal: http://www.sandelman.ca/mcr/
>
> SIMtone Corporation fundamentally transforms computing into simple,
> secure, and very low-cost network-provisioned services pervasively
> accessible by everyone.  Learn more at www.simtone.net and www.SIMtoneVDU.com
>
>
>
>
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> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



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


From HelmuthRamirez at compupay.com  Wed Jan  7 12:23:29 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 7 Jan 2009 12:23:29 -0500
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <004201c970e8$c94dea20$5be9be60$@com>
References: <003801c9705c$496a1180$dc3e3480$@com><7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>
	<004201c970e8$c94dea20$5be9be60$@com>
Message-ID: <7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>

Hi Blake,

I have a mail server installed on my RT box (Postfix).  Postfix is
configured to use my Exchange server as its smarthost.  I do this so my
RT server doesn't need to talk to the internet to send e-mails, my
Exchange box does that work.  With the example below using the AD
accounts pointing to Contacts, you don't have to do anything special on
the Exchange side.  

 

Let me know if there's something else you need cleared up! 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake
Turner
Sent: Wednesday, January 07, 2009 11:56 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Thank you for the replies, 

 

Helmuth - I was going through your instructions and it seems pretty
simple to setup. The only thing I don't understand is "Mail server for
RT uses Exchange as smarthost to relay all traffic." Are you saying that
you had to setup RT to use Exchange as a Smarthost, and not the other
way around. This "smarthost" part of the process is what is the most
confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I'm not sure what your requirements are, but here is what we did.  I
tried to keep it as simple and as "if I get hit by a milk truck tomorrow
someone will need to work on this" troubleshooting friendly as possible
:)  

 

We have AD accounts created with the e-mail addresses we give to our
users, supportemail at ourdomain.com, we then have a corresponding Contact
object which is the RT server e-mail address so
rtsupportemail at rtserver.ourdomain.com.   The AD account
supportemail at ourdomain.com is configured to forward all messages to its
respective Contact object.  The Reply address within RT is configured as
the AD account e-mail address so all communications go through the AD
account.  Mail server for RT uses Exchange as smarthost to relay all
traffic.

 

We're running 2003, but the same should work for all flavors of
Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake
Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup
with Exchange Server 2003, but the steps don't seem to apply to 2007. I
have RT setup with my aliases and queues, and now its time to get the
Exchange setup working properly. I have created a new send connector
that uses a "smart host" setup with the ip address of my RT machine, but
I don't really know how to make exchange only use that connector when
mail is coming from or going to clientsupport at domain.com. As I have it
setup now with 2 different connectors, much of my usual mail is being
bounced back, since its being sent to the RT machine and it is only
setup with the clientsupport email address.  I was hoping that someone
had some EX07 experience and could help me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From blake at eos-3.com  Wed Jan  7 12:49:31 2009
From: blake at eos-3.com (Blake Turner)
Date: Wed, 7 Jan 2009 10:49:31 -0700
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>
References: <003801c9705c$496a1180$dc3e3480$@com><7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>
	<004201c970e8$c94dea20$5be9be60$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>
Message-ID: <005801c970f0$4d2df810$e789e830$@com>

Helmuth,

Is there any documentation with step-by-step instructions? I have never
worked with RT before, and never even looked at Postfix either. It seems
like a lot to take on, but I am willing to try it to get RT working
properly. I have the contacts and mailboxes setup as you had shown in your
example, but my setup is a bit more confusing right now. I have a test
domain (that will soon be me actual domain, once I get everything
fine-tuned) but the mail for this domain is setup for a different domain,
again for testing. 

 

So I have Support at Domain2.com setup as a mailbox in Exchange. It is set to
forward mail to my mail contact named RTSupport with the address of
RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I
set the reply address of my support queue in RT to Support at Domain2.com so
now I just need to figure out exactly how to setup an email address on the
RT server for RTSupport at rt3.domain1.com and then how to send the mail back
to Exchange from the RT server ? is that right ? lol

 

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 10:23 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Hi Blake,

I have a mail server installed on my RT box (Postfix).  Postfix is
configured to use my Exchange server as its smarthost.  I do this so my RT
server doesn't need to talk to the internet to send e-mails, my Exchange box
does that work.  With the example below using the AD accounts pointing to
Contacts, you don't have to do anything special on the Exchange side.  

 

Let me know if there's something else you need cleared up! 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 11:56 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Thank you for the replies, 

 

Helmuth - I was going through your instructions and it seems pretty simple
to setup. The only thing I don't understand is "Mail server for RT uses
Exchange as smarthost to relay all traffic." Are you saying that you had to
setup RT to use Exchange as a Smarthost, and not the other way around. This
"smarthost" part of the process is what is the most confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I'm not sure what your requirements are, but here is what we did.  I tried
to keep it as simple and as "if I get hit by a milk truck tomorrow someone
will need to work on this" troubleshooting friendly as possible :)  

 

We have AD accounts created with the e-mail addresses we give to our users,
supportemail at ourdomain.com, we then have a corresponding Contact object
which is the RT server e-mail address so
rtsupportemail at rtserver.ourdomain.com.   The AD account
supportemail at ourdomain.com is configured to forward all messages to its
respective Contact object.  The Reply address within RT is configured as the
AD account e-mail address so all communications go through the AD account.
Mail server for RT uses Exchange as smarthost to relay all traffic.

 

We're running 2003, but the same should work for all flavors of Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup with
Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT
setup with my aliases and queues, and now its time to get the Exchange setup
working properly. I have created a new send connector that uses a "smart
host" setup with the ip address of my RT machine, but I don't really know
how to make exchange only use that connector when mail is coming from or
going to clientsupport at domain.com. As I have it setup now with 2 different
connectors, much of my usual mail is being bounced back, since its being
sent to the RT machine and it is only setup with the clientsupport email
address.  I was hoping that someone had some EX07 experience and could help
me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From hvgeekwtrvl at gmail.com  Wed Jan  7 12:50:23 2009
From: hvgeekwtrvl at gmail.com (james machado)
Date: Wed, 7 Jan 2009 09:50:23 -0800
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <005801c970f0$4d2df810$e789e830$@com>
References: <003801c9705c$496a1180$dc3e3480$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>
	<004201c970e8$c94dea20$5be9be60$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>
	<005801c970f0$4d2df810$e789e830$@com>
Message-ID: <b43f608a0901070950s276351fevb63999fb72e925a@mail.gmail.com>

Take a look at this thread, this is how I do it with RT and Exchange 2003.

http://www.gossamer-threads.com/lists/rt/users/72442?search_string=Mail%20setup%20-%20forwarding%20from%20Exchange;#72442

James.

On Wed, Jan 7, 2009 at 9:49 AM, Blake Turner <blake at eos-3.com> wrote:

>   Helmuth,
>
> Is there any documentation with step-by-step instructions? I have never
> worked with RT before, and never even looked at Postfix either. It seems
> like a lot to take on, but I am willing to try it to get RT working
> properly. I have the contacts and mailboxes setup as you had shown in your
> example, but my setup is a bit more confusing right now. I have a test
> domain (that will soon be me actual domain, once I get everything
> fine-tuned) but the mail for this domain is setup for a different domain,
> again for testing.
>
>
>
> So I have Support at Domain2.com setup as a mailbox in Exchange. It is set to
> forward mail to my mail contact named RTSupport with the address of
> RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3 server).
> I set the reply address of my support queue in RT to Support at Domain2.comso now I just need to figure out exactly how to setup an email address on
> the RT server for RTSupport at rt3.domain1.com and then how to send the mail
> back to Exchange from the RT server ? is that right ? lol
>
>
>
>
>
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From berrebi at yahoo-inc.com  Wed Jan  7 13:04:12 2009
From: berrebi at yahoo-inc.com (Remy Berrebi)
Date: Wed, 07 Jan 2009 19:04:12 +0100
Subject: [rt-users] close ticket that is "parent" of a depend on (child)
	ticket?
Message-ID: <4964EE9C.6030909@yahoo-inc.com>

hi again,
as all new user, i have many question :)
is it a way to close a ticket when the child ticket is closed and resolved?
thnaks a lot,
regards,




From HelmuthRamirez at compupay.com  Wed Jan  7 13:09:10 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 7 Jan 2009 13:09:10 -0500
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <005801c970f0$4d2df810$e789e830$@com>
References: <003801c9705c$496a1180$dc3e3480$@com><7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com><004201c970e8$c94dea20$5be9be60$@com><7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>
	<005801c970f0$4d2df810$e789e830$@com>
Message-ID: <7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com>

Yes, you are on the right track J So based on my example, you'll need a
mail server for RT.  I happen to use Postfix, but its whatever you feel
comfortable with (like if you've used Sendmail).  

 

Helmuth

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake
Turner
Sent: Wednesday, January 07, 2009 12:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

Is there any documentation with step-by-step instructions? I have never
worked with RT before, and never even looked at Postfix either. It seems
like a lot to take on, but I am willing to try it to get RT working
properly. I have the contacts and mailboxes setup as you had shown in
your example, but my setup is a bit more confusing right now. I have a
test domain (that will soon be me actual domain, once I get everything
fine-tuned) but the mail for this domain is setup for a different
domain, again for testing. 

 

So I have Support at Domain2.com setup as a mailbox in Exchange. It is set
to forward mail to my mail contact named RTSupport with the address of
RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3
server). I set the reply address of my support queue in RT to
Support at Domain2.com so now I just need to figure out exactly how to
setup an email address on the RT server for RTSupport at rt3.domain1.com
and then how to send the mail back to Exchange from the RT server ? is
that right ? lol

 

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 10:23 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Hi Blake,

I have a mail server installed on my RT box (Postfix).  Postfix is
configured to use my Exchange server as its smarthost.  I do this so my
RT server doesn't need to talk to the internet to send e-mails, my
Exchange box does that work.  With the example below using the AD
accounts pointing to Contacts, you don't have to do anything special on
the Exchange side.  

 

Let me know if there's something else you need cleared up! 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake
Turner
Sent: Wednesday, January 07, 2009 11:56 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Thank you for the replies, 

 

Helmuth - I was going through your instructions and it seems pretty
simple to setup. The only thing I don't understand is "Mail server for
RT uses Exchange as smarthost to relay all traffic." Are you saying that
you had to setup RT to use Exchange as a Smarthost, and not the other
way around. This "smarthost" part of the process is what is the most
confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I'm not sure what your requirements are, but here is what we did.  I
tried to keep it as simple and as "if I get hit by a milk truck tomorrow
someone will need to work on this" troubleshooting friendly as possible
:)  

 

We have AD accounts created with the e-mail addresses we give to our
users, supportemail at ourdomain.com, we then have a corresponding Contact
object which is the RT server e-mail address so
rtsupportemail at rtserver.ourdomain.com.   The AD account
supportemail at ourdomain.com is configured to forward all messages to its
respective Contact object.  The Reply address within RT is configured as
the AD account e-mail address so all communications go through the AD
account.  Mail server for RT uses Exchange as smarthost to relay all
traffic.

 

We're running 2003, but the same should work for all flavors of
Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake
Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup
with Exchange Server 2003, but the steps don't seem to apply to 2007. I
have RT setup with my aliases and queues, and now its time to get the
Exchange setup working properly. I have created a new send connector
that uses a "smart host" setup with the ip address of my RT machine, but
I don't really know how to make exchange only use that connector when
mail is coming from or going to clientsupport at domain.com. As I have it
setup now with 2 different connectors, much of my usual mail is being
bounced back, since its being sent to the RT machine and it is only
setup with the clientsupport email address.  I was hoping that someone
had some EX07 experience and could help me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From jpierce at cambridgeenergyalliance.org  Wed Jan  7 13:08:07 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 7 Jan 2009 13:08:07 -0500
Subject: [rt-users] Easily fixing missing prinicipal
Message-ID: <be7163f0901071008p633a0360pf69a2766ce120570@mail.gmail.com>

Is there an easy way to fix a missing principal? I'm getting the
following errors with a local ticket:

Web: Can't call method "Name" on an undefined value at
/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 685
Log: [Wed Jan  7 17:57:19 2009] [crit]: Found a principal () that was
neither a user nor a group
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:127)

Someone submitted multiple requests, one with a bogus email address.
These tickets were merged,
and the bogus user removed... but I think I forgot to have Shredder
switch the ticket to the new user...

TIA

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


From curtisb at vianet.ca  Wed Jan  7 13:10:36 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Wed, 07 Jan 2009 13:10:36 -0500
Subject: [rt-users] sendmail memory allocation.
Message-ID: <4964F01C.7060200@vianet.ca>

Has anyone ever come across the following error? It seemed to have 
happened randomly, I had to shutdown apache since it was stuck in this 
state for sending mails. I'm using apache2 and fastcgi, I'm guessing 
something broke once and due to the constant running it affected 
everything else. I doubt there's anything that can be done just curious 
if others have seen.

[crit]: <rt-3.8.1-*@domain.com>: Could not send mail with command 
`/usr/sbin/sendmail -oi -t`: couldn't e
xecute program: Cannot allocate memory at 
/var/opt/rt3/bin/../lib/RT/Interface/Email.pm line 405.


From blake at eos-3.com  Wed Jan  7 13:23:00 2009
From: blake at eos-3.com (Blake Turner)
Date: Wed, 7 Jan 2009 11:23:00 -0700
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <b43f608a0901070950s276351fevb63999fb72e925a@mail.gmail.com>
References: <003801c9705c$496a1180$dc3e3480$@com>	
	<7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>	
	<004201c970e8$c94dea20$5be9be60$@com>	
	<7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>	
	<005801c970f0$4d2df810$e789e830$@com>
	<b43f608a0901070950s276351fevb63999fb72e925a@mail.gmail.com>
Message-ID: <006c01c970f4$fadd0650$f09712f0$@com>

James, thank you for the reply . but I have read through that thread
already, and the way they say to setup the connector for EX03 is not the
same has how you set it up in 2007, so I cant get it to do the same thing.
In that post they mention having all mail that is sent to the support email
address will use that particular connector. Unfortunately I cannot figure
out how to do that with EX07. When I setup a second connector, all my mail
just stops. it tries to use the smarthost connector, and they just sit in
the Exchange queue saying that it cannot connect to the smarthost.

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: james machado [mailto:hvgeekwtrvl at gmail.com] 
Sent: Wednesday, January 07, 2009 10:50 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Take a look at this thread, this is how I do it with RT and Exchange 2003.

http://www.gossamer-threads.com/lists/rt/users/72442?search_string=Mail%20se
tup%20-%20forwarding%20from%20Exchange;#72442

James.

On Wed, Jan 7, 2009 at 9:49 AM, Blake Turner <blake at eos-3.com> wrote:

Helmuth,

Is there any documentation with step-by-step instructions? I have never
worked with RT before, and never even looked at Postfix either. It seems
like a lot to take on, but I am willing to try it to get RT working
properly. I have the contacts and mailboxes setup as you had shown in your
example, but my setup is a bit more confusing right now. I have a test
domain (that will soon be me actual domain, once I get everything
fine-tuned) but the mail for this domain is setup for a different domain,
again for testing. 

 

So I have Support at Domain2.com setup as a mailbox in Exchange. It is set to
forward mail to my mail contact named RTSupport with the address of
RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I
set the reply address of my support queue in RT to Support at Domain2.com so
now I just need to figure out exactly how to setup an email address on the
RT server for RTSupport at rt3.domain1.com and then how to send the mail back
to Exchange from the RT server ? is that right ? lol

 

 

 

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From jpierce at cambridgeenergyalliance.org  Wed Jan  7 13:57:09 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 7 Jan 2009 13:57:09 -0500
Subject: [rt-users] Easily fixing missing prinicipal
In-Reply-To: <be7163f0901071008p633a0360pf69a2766ce120570@mail.gmail.com>
References: <be7163f0901071008p633a0360pf69a2766ce120570@mail.gmail.com>
Message-ID: <be7163f0901071057x5da9840em347f81707d089886@mail.gmail.com>

I restored everything that seemed to be pertinent/to match the user
ID, and the web interface works, and there may or may not be errors in
the log...

But when I try to shred (with remapped ID) the restored user I get:

Couldn't wipeout object: Can't call method "Type" on an undefined
value at /opt/rt3/bin/../lib/RT/Shredder/GroupMember.pm line 90.
Stack: [/opt/rt3/bin/../lib/RT/Shredder/GroupMember.pm:90]
[/opt/rt3/bin/../lib/RT/Shredder/Record.pm:112]
[/opt/rt3/bin/../lib/RT/Shredder.pm:581]
[/opt/rt3/bin/../lib/RT/Shredder.pm:591]
[/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146]
[/opt/rt3/bin/../lib/RT/Shredder.pm:592]
[/opt/rt3/bin/../lib/RT/Shredder.pm:551]
[/opt/rt3/bin/../lib/RT/Shredder.pm:540]
[/opt/rt3/share/html/Admin/Tools/Shredder/index.html:158]
[/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59]
[/opt/rt3/share/html/Admin/autohandler:49]
[/opt/rt3/share/html/autohandler:308]

Log errors:
[Wed Jan  7 18:51:17 2009] [warning]: Use of uninitialized value in
concatenation (.) or string at
/opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 127.
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:127)
[Wed Jan  7 18:51:17 2009] [crit]: Found a principal () that was
neither a user nor a group
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:127)

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


From blake at eos-3.com  Wed Jan  7 14:23:02 2009
From: blake at eos-3.com (Blake Turner)
Date: Wed, 7 Jan 2009 12:23:02 -0700
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com>
References: <003801c9705c$496a1180$dc3e3480$@com><7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com><004201c970e8$c94dea20$5be9be60$@com><7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>
	<005801c970f0$4d2df810$e789e830$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com>
Message-ID: <009f01c970fd$5be4d510$13ae7f30$@com>

Helmuth,

                

I think my issue is that my initial intent was to have my exchange server do
EVERYTHING by itself unless mail was being sent to an RT handled address. So
my mail flow would be as such: Internet ? my Exchange Server ? RT server.
Where it seems as though your plan is: Internet ? RT Server ? Exchange. Is
there some advantage to doing it this way. I am just way more comfortable
administering Exchange, than I would ever be trying to work with Sendmail or
Postfix. 

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 11:09 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Yes, you are on the right track J So based on my example, you?ll need a mail
server for RT.  I happen to use Postfix, but its whatever you feel
comfortable with (like if you?ve used Sendmail).  

 

Helmuth

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 12:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

Is there any documentation with step-by-step instructions? I have never
worked with RT before, and never even looked at Postfix either. It seems
like a lot to take on, but I am willing to try it to get RT working
properly. I have the contacts and mailboxes setup as you had shown in your
example, but my setup is a bit more confusing right now. I have a test
domain (that will soon be me actual domain, once I get everything
fine-tuned) but the mail for this domain is setup for a different domain,
again for testing. 

 

So I have Support at Domain2.com setup as a mailbox in Exchange. It is set to
forward mail to my mail contact named RTSupport with the address of
RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I
set the reply address of my support queue in RT to Support at Domain2.com so
now I just need to figure out exactly how to setup an email address on the
RT server for RTSupport at rt3.domain1.com and then how to send the mail back
to Exchange from the RT server ? is that right ? lol

 

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 10:23 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Hi Blake,

I have a mail server installed on my RT box (Postfix).  Postfix is
configured to use my Exchange server as its smarthost.  I do this so my RT
server doesn?t need to talk to the internet to send e-mails, my Exchange box
does that work.  With the example below using the AD accounts pointing to
Contacts, you don?t have to do anything special on the Exchange side.  

 

Let me know if there?s something else you need cleared up! 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 11:56 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Thank you for the replies, 

 

Helmuth ? I was going through your instructions and it seems pretty simple
to setup. The only thing I don?t understand is ?Mail server for RT uses
Exchange as smarthost to relay all traffic.? Are you saying that you had to
setup RT to use Exchange as a Smarthost, and not the other way around. This
?smarthost? part of the process is what is the most confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I?m not sure what your requirements are, but here is what we did.  I tried
to keep it as simple and as ?if I get hit by a milk truck tomorrow someone
will need to work on this? troubleshooting friendly as possible :)  

 

We have AD accounts created with the e-mail addresses we give to our users,
supportemail at ourdomain.com, we then have a corresponding Contact object
which is the RT server e-mail address so
rtsupportemail at rtserver.ourdomain.com.   The AD account
supportemail at ourdomain.com is configured to forward all messages to its
respective Contact object.  The Reply address within RT is configured as the
AD account e-mail address so all communications go through the AD account.
Mail server for RT uses Exchange as smarthost to relay all traffic.

 

We?re running 2003, but the same should work for all flavors of Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup with
Exchange Server 2003, but the steps don?t seem to apply to 2007. I have RT
setup with my aliases and queues, and now its time to get the Exchange setup
working properly. I have created a new send connector that uses a ?smart
host? setup with the ip address of my RT machine, but I don?t really know
how to make exchange only use that connector when mail is coming from or
going to clientsupport at domain.com. As I have it setup now with 2 different
connectors, much of my usual mail is being bounced back, since its being
sent to the RT machine and it is only setup with the clientsupport email
address.  I was hoping that someone had some EX07 experience and could help
me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From hvgeekwtrvl at gmail.com  Wed Jan  7 14:21:46 2009
From: hvgeekwtrvl at gmail.com (james machado)
Date: Wed, 7 Jan 2009 11:21:46 -0800
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <006c01c970f4$fadd0650$f09712f0$@com>
References: <003801c9705c$496a1180$dc3e3480$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>
	<004201c970e8$c94dea20$5be9be60$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>
	<005801c970f0$4d2df810$e789e830$@com>
	<b43f608a0901070950s276351fevb63999fb72e925a@mail.gmail.com>
	<006c01c970f4$fadd0650$f09712f0$@com>
Message-ID: <b43f608a0901071121k566f751dk30205d542a3fe6dc@mail.gmail.com>

Blake,

Not having Ex07 I could be off but in Ex03 when you make the connector one
of the options is "Address Space" with an associated cost.  It will send out
using the connectors lower to higher until default connector gets everything
that's left.  The smarthost in the connector for RT will be set to the rt
server which will be running an smtp server (postfix, sendmail, qmail,
etc..).   The part that makes this work is that while my normal email domain
is "company.com" my rt email domain is "rt.company.com" so that when users
want to email rt then the addresses look like "helpdesk at rt.company.com"

James

On Wed, Jan 7, 2009 at 10:23 AM, Blake Turner <blake at eos-3.com> wrote:

>  James, thank you for the reply ? but I have read through that thread
> already, and the way they say to setup the connector for EX03 is not the
> same has how you set it up in 2007, so I cant get it to do the same thing.
> In that post they mention having all mail that is sent to the support email
> address will use that particular connector. Unfortunately I cannot figure
> out how to do that with EX07. When I setup a second connector, all my mail
> just stops? it tries to use the smarthost connector, and they just sit in
> the Exchange queue saying that it cannot connect to the smarthost.
>
>
>
> Blake Turner
>
> *IT Director*
>
> EOS-3, LLC
>
> P: 888.EOS3.001 (367.3001)
>
> F: 888.EOS3.303 (367.3303)
>
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From cslye at calweb.com  Wed Jan  7 14:03:29 2009
From: cslye at calweb.com (Cameron Slye)
Date: Wed, 7 Jan 2009 11:03:29 -0800
Subject: [rt-users] install of 3.8.2 mysql problem
Message-ID: <2F8D9A9B-13DE-46B6-9EF3-58B81D883548@calweb.com>

I am having a problem with a clean install of 3.8.2, and I tried with  
3.8.1 also with the same results...   (Mysql 5.0.67)

I have run this a few times doing dropdb then initdb...   Same results  
each time, and I have confirmed the db is gone before running the initdb

Now creating a mysql database rt3 for RT.
Done.
Now populating database schema.
DBD::mysql::st execute failed: Table 'Attachments' already exists at / 
usr/local/lib/perl5/site_perl/5.8.8/RT/Handle.pm line 506.





From hvgeekwtrvl at gmail.com  Wed Jan  7 14:26:00 2009
From: hvgeekwtrvl at gmail.com (james machado)
Date: Wed, 7 Jan 2009 11:26:00 -0800
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <009f01c970fd$5be4d510$13ae7f30$@com>
References: <003801c9705c$496a1180$dc3e3480$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>
	<004201c970e8$c94dea20$5be9be60$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>
	<005801c970f0$4d2df810$e789e830$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com>
	<009f01c970fd$5be4d510$13ae7f30$@com>
Message-ID: <b43f608a0901071126o58765367m43dfaf890a82ffa6@mail.gmail.com>

Blake,

The way you want to do it is valid but you will need to take the incomming
message that goes to exchange and then resend it to the RT server.  If your
using the same external domain to accept emails then your going to need to
have Exchange forward the emails it receives (probably by forward rule) to
RT.  However if you publicly have 2 domains accepting email you can have
that both going to your Exchange server and then it can just route it out to
your RT system.  The question is does your RT system need to accept and
deliver emails to the outside world or only internaly.

James

On Wed, Jan 7, 2009 at 11:23 AM, Blake Turner <blake at eos-3.com> wrote:

>  Helmuth,
>
>
>
> I think my issue is that my initial intent was to have my exchange server
> do EVERYTHING by itself unless mail was being sent to an RT handled address.
> So my mail flow would be as such: Internet ? my Exchange Server ? RT
> server. Where it seems as though your plan is: Internet ? RT Server ?Exchange. Is there some advantage to doing it this way. I am just way more
> comfortable administering Exchange, than I would ever be trying to work with
> Sendmail or Postfix.
>
>
>
> Blake Turner
>
> *IT Director*
>
> EOS-3, LLC
>
> P: 888.EOS3.001 (367.3001)
>
> F: 888.EOS3.303 (367.3303)
>
>
>
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From blake at eos-3.com  Wed Jan  7 14:44:45 2009
From: blake at eos-3.com (Blake Turner)
Date: Wed, 7 Jan 2009 12:44:45 -0700
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <b43f608a0901071126o58765367m43dfaf890a82ffa6@mail.gmail.com>
References: <003801c9705c$496a1180$dc3e3480$@com>	
	<7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com>	
	<004201c970e8$c94dea20$5be9be60$@com>	
	<7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com>	
	<005801c970f0$4d2df810$e789e830$@com>	
	<7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com>	
	<009f01c970fd$5be4d510$13ae7f30$@com>
	<b43f608a0901071126o58765367m43dfaf890a82ffa6@mail.gmail.com>
Message-ID: <00b301c97100$6660ac00$33220400$@com>

James,

 

                Yes, outside people will be emailing the queue on the RT
server, and my users will need to send back mail from there. Currently I
have a single domain, in a single forest. Domain1.com is my domain that im
loging into. And I don?t really know how to set my domain on my RT server to
be RT3.Domain1.com.  

 

I have a mail contact setup in exchange to be support at rt3.domain1.com but
when the exchange connector is trying to pass the mail off to the RT server
I just get the same error in the Exchange queue everytime: 421 4.2.1 unable
to connect. So maybe I have everything on the Exchange side setup correctly,
but I have some missing pieces in the RT setup. All I did initially was
follow the install instructions for Fedora Core9 posted  on the wiki.

 

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: james machado [mailto:hvgeekwtrvl at gmail.com] 
Sent: Wednesday, January 07, 2009 12:26 PM
To: Blake Turner
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Blake,

The way you want to do it is valid but you will need to take the incomming
message that goes to exchange and then resend it to the RT server.  If your
using the same external domain to accept emails then your going to need to
have Exchange forward the emails it receives (probably by forward rule) to
RT.  However if you publicly have 2 domains accepting email you can have
that both going to your Exchange server and then it can just route it out to
your RT system.  The question is does your RT system need to accept and
deliver emails to the outside world or only internaly.  

James

On Wed, Jan 7, 2009 at 11:23 AM, Blake Turner <blake at eos-3.com> wrote:

Helmuth,

                

I think my issue is that my initial intent was to have my exchange server do
EVERYTHING by itself unless mail was being sent to an RT handled address. So
my mail flow would be as such: Internet ? my Exchange Server ? RT server.
Where it seems as though your plan is: Internet ? RT Server ? Exchange. Is
there some advantage to doing it this way. I am just way more comfortable
administering Exchange, than I would ever be trying to work with Sendmail or
Postfix. 

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

 

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From HelmuthRamirez at compupay.com  Wed Jan  7 14:59:42 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 7 Jan 2009 14:59:42 -0500
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <009f01c970fd$5be4d510$13ae7f30$@com>
References: <003801c9705c$496a1180$dc3e3480$@com><7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com><004201c970e8$c94dea20$5be9be60$@com><7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com><005801c970f0$4d2df810$e789e830$@com><7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com>
	<009f01c970fd$5be4d510$13ae7f30$@com>
Message-ID: <7314881427FC8A4081673E8CEEA792490B70DA83@EXMIAMI01.compupay.com>

Well, I can't tell you if there are many pros to my model other than it allows for tier 1 support to look into issues rather than having to dig within Exchange.  Obviously, that is a matter of personal taste/org structure.  In my model, tickets flow like this:

 

Sender -> Exchange -> RT

RT - > Exchange -> Recipient

 

On a related note, have you tested sending an e-mail directly to your rt server address at rtserver.domain.com?  Is it accepting and creating tickets via mail?

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 2:23 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

                

I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet ? my Exchange Server ? RT server. Where it seems as though your plan is: Internet ? RT Server ? Exchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. 

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 11:09 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Yes, you are on the right track J So based on my example, you'll need a mail server for RT.  I happen to use Postfix, but its whatever you feel comfortable with (like if you've used Sendmail).  

 

Helmuth

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 12:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. 

 

So I have Support at Domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of  RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to Support at Domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for RTSupport at rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol

 

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 10:23 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Hi Blake,

I have a mail server installed on my RT box (Postfix).  Postfix is configured to use my Exchange server as its smarthost.  I do this so my RT server doesn't need to talk to the internet to send e-mails, my Exchange box does that work.  With the example below using the AD accounts pointing to Contacts, you don't have to do anything special on the Exchange side.  

 

Let me know if there's something else you need cleared up! 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 11:56 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Thank you for the replies, 

 

Helmuth - I was going through your instructions and it seems pretty simple to setup. The only thing I don't understand is "Mail server for RT uses Exchange as smarthost to relay all traffic." Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way around. This "smarthost" part of the process is what is the most confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I'm not sure what your requirements are, but here is what we did.  I tried to keep it as simple and as "if I get hit by a milk truck tomorrow someone will need to work on this" troubleshooting friendly as possible :)  

 

We have AD accounts created with the e-mail addresses we give to our users, supportemail at ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportemail at rtserver.ourdomain.com.   The AD account supportemail at ourdomain.com is configured to forward all messages to its respective Contact object.  The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account.  Mail server for RT uses Exchange as smarthost to relay all traffic.

 

We're running 2003, but the same should work for all flavors of Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a "smart host" setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupport at domain.com. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address.  I was hoping that someone had some EX07 experience and could help me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From KFCrocker at lbl.gov  Wed Jan  7 15:21:01 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 07 Jan 2009 12:21:01 -0800
Subject: [rt-users] RT 3.8.2 question
Message-ID: <49650EAD.2010400@lbl.gov>

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.


Kenn
LBNL



From KFCrocker at lbl.gov  Wed Jan  7 15:25:19 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 07 Jan 2009 12:25:19 -0800
Subject: [rt-users] An RT question about carriage return
Message-ID: <49650FAF.40909@lbl.gov>

To all,


	WE have many users that like to create their own tickets from email 
they get from their users (requestors). That way they can copy the part 
of the email that makes sense and leave out all the redundant verbage, 
etc. The problem lies in the fact that when they copy & paste the 
portion of the email body they want (whaich may be a couple paragraphs), 
the content gets slammed together with no line delimiters or carriage 
returns in any field they put it in, whether it be a Custom Field, 
Comment, or whatever. Any way to correct this? Thanks.


Kenn
LBNL



From boyken at divms.uiowa.edu  Wed Jan  7 15:31:10 2009
From: boyken at divms.uiowa.edu (Karl Boyken)
Date: Wed, 07 Jan 2009 14:31:10 -0600
Subject: [rt-users] How to add a theme
Message-ID: <4965110E.8060602@divms.uiowa.edu>

Okay, now that I've thoroughly humiliated myself by asking about 
RTx-Shredder, another question:  How can I add a theme to the Theme 
pull-down list in the General section of Preferences?  I created a 
custom theme and put it in a directory in ./local/html/NoAuth/css, and I 
can set WebDefaultStylesheet to the name of the theme directory, and 
that works.  But it doesn't show up in the theme pull-down.  The only 
place I can find the themes hard-coded is in lib/RT/Config.pm, in the 
WidgetArguments->Values metadata for WebDefaultStylesheet.  I tried 
creating my own Config_Local.pm and overriding LoadConfigs and altering 
the metadata there, but that didn't work.  Thanks.

Karl Boyken

-- 
Karl Boyken, system administrator 
karl-boyken at uiowa.edu
303A MLH, Dept. of Comp. Sci. 
http://www.cs.uiowa.edu/~boyken/
The U. of Iowa, Iowa City, IA  52242   319-335-2730 (voice) 
319-335-3668 (fax)
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From blake at eos-3.com  Wed Jan  7 15:32:46 2009
From: blake at eos-3.com (Blake Turner)
Date: Wed, 7 Jan 2009 13:32:46 -0700
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70DA83@EXMIAMI01.compupay.com>
References: <003801c9705c$496a1180$dc3e3480$@com><7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com><004201c970e8$c94dea20$5be9be60$@com><7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com><005801c970f0$4d2df810$e789e830$@com><7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com>
	<009f01c970fd$5be4d510$13ae7f30$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA83@EXMIAMI01.compupay.com>
Message-ID: <00c901c97107$1b4f9580$51eec080$@com>

Helmuth,

 

                So your Exchange server passes ALL mail to your RT server?
Or just mail that is setup on your RT server ? And in regards to sending
mail to the RT server, it is not setup, im not too sure what I need to
configure with Postfix to have it setup. The service is running, but there
were no other instructions on the FedoraCore9 install guide, so im kinda
stuck now !!

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 1:00 PM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Well, I can?t tell you if there are many pros to my model other than it
allows for tier 1 support to look into issues rather than having to dig
within Exchange.  Obviously, that is a matter of personal taste/org
structure.  In my model, tickets flow like this:

 

Sender -> Exchange -> RT

RT - > Exchange -> Recipient

 

On a related note, have you tested sending an e-mail directly to your rt
server address at rtserver.domain.com?  Is it accepting and creating tickets
via mail?

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 2:23 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

                

I think my issue is that my initial intent was to have my exchange server do
EVERYTHING by itself unless mail was being sent to an RT handled address. So
my mail flow would be as such: Internet ? my Exchange Server ? RT server.
Where it seems as though your plan is: Internet ? RT Server ? Exchange. Is
there some advantage to doing it this way. I am just way more comfortable
administering Exchange, than I would ever be trying to work with Sendmail or
Postfix. 

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 11:09 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Yes, you are on the right track J So based on my example, you?ll need a mail
server for RT.  I happen to use Postfix, but its whatever you feel
comfortable with (like if you?ve used Sendmail).  

 

Helmuth

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 12:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

Is there any documentation with step-by-step instructions? I have never
worked with RT before, and never even looked at Postfix either. It seems
like a lot to take on, but I am willing to try it to get RT working
properly. I have the contacts and mailboxes setup as you had shown in your
example, but my setup is a bit more confusing right now. I have a test
domain (that will soon be me actual domain, once I get everything
fine-tuned) but the mail for this domain is setup for a different domain,
again for testing. 

 

So I have Support at Domain2.com setup as a mailbox in Exchange. It is set to
forward mail to my mail contact named RTSupport with the address of
RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I
set the reply address of my support queue in RT to Support at Domain2.com so
now I just need to figure out exactly how to setup an email address on the
RT server for RTSupport at rt3.domain1.com and then how to send the mail back
to Exchange from the RT server ? is that right ? lol

 

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 10:23 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Hi Blake,

I have a mail server installed on my RT box (Postfix).  Postfix is
configured to use my Exchange server as its smarthost.  I do this so my RT
server doesn?t need to talk to the internet to send e-mails, my Exchange box
does that work.  With the example below using the AD accounts pointing to
Contacts, you don?t have to do anything special on the Exchange side.  

 

Let me know if there?s something else you need cleared up! 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 11:56 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Thank you for the replies, 

 

Helmuth ? I was going through your instructions and it seems pretty simple
to setup. The only thing I don?t understand is ?Mail server for RT uses
Exchange as smarthost to relay all traffic.? Are you saying that you had to
setup RT to use Exchange as a Smarthost, and not the other way around. This
?smarthost? part of the process is what is the most confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I?m not sure what your requirements are, but here is what we did.  I tried
to keep it as simple and as ?if I get hit by a milk truck tomorrow someone
will need to work on this? troubleshooting friendly as possible :)  

 

We have AD accounts created with the e-mail addresses we give to our users,
supportemail at ourdomain.com, we then have a corresponding Contact object
which is the RT server e-mail address so
rtsupportemail at rtserver.ourdomain.com.   The AD account
supportemail at ourdomain.com is configured to forward all messages to its
respective Contact object.  The Reply address within RT is configured as the
AD account e-mail address so all communications go through the AD account.
Mail server for RT uses Exchange as smarthost to relay all traffic.

 

We?re running 2003, but the same should work for all flavors of Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup with
Exchange Server 2003, but the steps don?t seem to apply to 2007. I have RT
setup with my aliases and queues, and now its time to get the Exchange setup
working properly. I have created a new send connector that uses a ?smart
host? setup with the ip address of my RT machine, but I don?t really know
how to make exchange only use that connector when mail is coming from or
going to clientsupport at domain.com. As I have it setup now with 2 different
connectors, much of my usual mail is being bounced back, since its being
sent to the RT machine and it is only setup with the clientsupport email
address.  I was hoping that someone had some EX07 experience and could help
me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From joseph85750 at yahoo.com  Wed Jan  7 15:52:23 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Wed, 7 Jan 2009 12:52:23 -0800 (PST)
Subject: [rt-users] RT2.0.15 to RT3.8.1
Message-ID: <578094.37330.qm@web30306.mail.mud.yahoo.com>

--- On Tue, 1/6/09, Joseph Spenner <joseph85750 at yahoo.com> wrote:

>   --max_allowed_packet=128M???? as recommended at
> http://wiki.bestpractical.com/view/PgToMySQL? to get rid of
> a 'max allowed packet' error I got.
> 
> 
> What is the recommended max_allowed_packet size for RT3? 
> Is there a performance hit making it too big, as I set
> above?  The default value (16M) would cause a failure during
> the import, but I'm not sure how it would behave now
> that the import is finished.  I don't want it to crash
> later though.
> 

I was also curious about more generic mysql settings.  Does anyone have some /etc/my.conf recommendations?  On my distro (slackware 12.2) there exists:

/etc/my-huge.cnf
/etc/my-large.cnf
/etc/my-medium.cnf
/etc/my-small.cnf

My RT has about 13000 tickets, and isn't very busy.  However, since my test upgrade the new RT3 is quite a bit slower in response time compared to my RT2.  Ticket content loads slowly.  I'm also configured with FastCGI.  Should I expect this to be slower than mod_perl ?





      


From HelmuthRamirez at compupay.com  Wed Jan  7 16:05:46 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 7 Jan 2009 16:05:46 -0500
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <00c901c97107$1b4f9580$51eec080$@com>
References: <003801c9705c$496a1180$dc3e3480$@com><7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com><004201c970e8$c94dea20$5be9be60$@com><7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com><005801c970f0$4d2df810$e789e830$@com><7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com><009f01c970fd$5be4d510$13ae7f30$@com><7314881427FC8A4081673E8CEEA792490B70DA83@EXMIAMI01.compupay.com>
	<00c901c97107$1b4f9580$51eec080$@com>
Message-ID: <7314881427FC8A4081673E8CEEA792490B70DA8A@EXMIAMI01.compupay.com>

Blake,

 

What instructions did you use to install it?

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 3:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

 

                So your Exchange server passes ALL mail to your RT server? Or just mail that is setup on your RT server ? And in regards to sending mail to the RT server, it is not setup, im not too sure what I need to configure with Postfix to have it setup. The service is running, but there were no other instructions on the FedoraCore9 install guide, so im kinda stuck now !!

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 1:00 PM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Well, I can't tell you if there are many pros to my model other than it allows for tier 1 support to look into issues rather than having to dig within Exchange.  Obviously, that is a matter of personal taste/org structure.  In my model, tickets flow like this:

 

Sender -> Exchange -> RT

RT - > Exchange -> Recipient

 

On a related note, have you tested sending an e-mail directly to your rt server address at rtserver.domain.com?  Is it accepting and creating tickets via mail?

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 2:23 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

                

I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet ? my Exchange Server ? RT server. Where it seems as though your plan is: Internet ? RT Server ? Exchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. 

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 11:09 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Yes, you are on the right track J So based on my example, you'll need a mail server for RT.  I happen to use Postfix, but its whatever you feel comfortable with (like if you've used Sendmail).  

 

Helmuth

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 12:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. 

 

So I have Support at Domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of  RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to Support at Domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for RTSupport at rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol

 

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 10:23 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Hi Blake,

I have a mail server installed on my RT box (Postfix).  Postfix is configured to use my Exchange server as its smarthost.  I do this so my RT server doesn't need to talk to the internet to send e-mails, my Exchange box does that work.  With the example below using the AD accounts pointing to Contacts, you don't have to do anything special on the Exchange side.  

 

Let me know if there's something else you need cleared up! 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 11:56 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Thank you for the replies, 

 

Helmuth - I was going through your instructions and it seems pretty simple to setup. The only thing I don't understand is "Mail server for RT uses Exchange as smarthost to relay all traffic." Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way around. This "smarthost" part of the process is what is the most confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I'm not sure what your requirements are, but here is what we did.  I tried to keep it as simple and as "if I get hit by a milk truck tomorrow someone will need to work on this" troubleshooting friendly as possible :)  

 

We have AD accounts created with the e-mail addresses we give to our users, supportemail at ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportemail at rtserver.ourdomain.com.   The AD account supportemail at ourdomain.com is configured to forward all messages to its respective Contact object.  The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account.  Mail server for RT uses Exchange as smarthost to relay all traffic.

 

We're running 2003, but the same should work for all flavors of Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a "smart host" setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupport at domain.com. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address.  I was hoping that someone had some EX07 experience and could help me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From blake at eos-3.com  Wed Jan  7 16:16:06 2009
From: blake at eos-3.com (Blake Turner)
Date: Wed, 7 Jan 2009 14:16:06 -0700
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70DA8A@EXMIAMI01.compupay.com>
References: <003801c9705c$496a1180$dc3e3480$@com><7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com><004201c970e8$c94dea20$5be9be60$@com><7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com><005801c970f0$4d2df810$e789e830$@com><7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com><009f01c970fd$5be4d510$13ae7f30$@com><7314881427FC8A4081673E8CEEA792490B70DA83@EXMIAMI01.compupay.com>
	<00c901c97107$1b4f9580$51eec080$@com>
	<7314881427FC8A4081673E8CEEA792490B70DA8A@EXMIAMI01.compupay.com>
Message-ID: <00e801c9710d$277b8610$76729230$@com>

The guide that I used was this one:

 

http://wiki.bestpractical.com/view/FedoraCore9InstallGuide

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 2:06 PM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Blake,

 

What instructions did you use to install it?

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 3:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

 

                So your Exchange server passes ALL mail to your RT server?
Or just mail that is setup on your RT server ? And in regards to sending
mail to the RT server, it is not setup, im not too sure what I need to
configure with Postfix to have it setup. The service is running, but there
were no other instructions on the FedoraCore9 install guide, so im kinda
stuck now !!

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 1:00 PM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Well, I can?t tell you if there are many pros to my model other than it
allows for tier 1 support to look into issues rather than having to dig
within Exchange.  Obviously, that is a matter of personal taste/org
structure.  In my model, tickets flow like this:

 

Sender -> Exchange -> RT

RT - > Exchange -> Recipient

 

On a related note, have you tested sending an e-mail directly to your rt
server address at rtserver.domain.com?  Is it accepting and creating tickets
via mail?

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 2:23 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

                

I think my issue is that my initial intent was to have my exchange server do
EVERYTHING by itself unless mail was being sent to an RT handled address. So
my mail flow would be as such: Internet ? my Exchange Server ? RT server.
Where it seems as though your plan is: Internet ? RT Server ? Exchange. Is
there some advantage to doing it this way. I am just way more comfortable
administering Exchange, than I would ever be trying to work with Sendmail or
Postfix. 

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 11:09 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Yes, you are on the right track J So based on my example, you?ll need a mail
server for RT.  I happen to use Postfix, but its whatever you feel
comfortable with (like if you?ve used Sendmail).  

 

Helmuth

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 12:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

Is there any documentation with step-by-step instructions? I have never
worked with RT before, and never even looked at Postfix either. It seems
like a lot to take on, but I am willing to try it to get RT working
properly. I have the contacts and mailboxes setup as you had shown in your
example, but my setup is a bit more confusing right now. I have a test
domain (that will soon be me actual domain, once I get everything
fine-tuned) but the mail for this domain is setup for a different domain,
again for testing. 

 

So I have Support at Domain2.com setup as a mailbox in Exchange. It is set to
forward mail to my mail contact named RTSupport with the address of
RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I
set the reply address of my support queue in RT to Support at Domain2.com so
now I just need to figure out exactly how to setup an email address on the
RT server for RTSupport at rt3.domain1.com and then how to send the mail back
to Exchange from the RT server ? is that right ? lol

 

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 10:23 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Hi Blake,

I have a mail server installed on my RT box (Postfix).  Postfix is
configured to use my Exchange server as its smarthost.  I do this so my RT
server doesn?t need to talk to the internet to send e-mails, my Exchange box
does that work.  With the example below using the AD accounts pointing to
Contacts, you don?t have to do anything special on the Exchange side.  

 

Let me know if there?s something else you need cleared up! 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 11:56 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Thank you for the replies, 

 

Helmuth ? I was going through your instructions and it seems pretty simple
to setup. The only thing I don?t understand is ?Mail server for RT uses
Exchange as smarthost to relay all traffic.? Are you saying that you had to
setup RT to use Exchange as a Smarthost, and not the other way around. This
?smarthost? part of the process is what is the most confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I?m not sure what your requirements are, but here is what we did.  I tried
to keep it as simple and as ?if I get hit by a milk truck tomorrow someone
will need to work on this? troubleshooting friendly as possible :)  

 

We have AD accounts created with the e-mail addresses we give to our users,
supportemail at ourdomain.com, we then have a corresponding Contact object
which is the RT server e-mail address so
rtsupportemail at rtserver.ourdomain.com.   The AD account
supportemail at ourdomain.com is configured to forward all messages to its
respective Contact object.  The Reply address within RT is configured as the
AD account e-mail address so all communications go through the AD account.
Mail server for RT uses Exchange as smarthost to relay all traffic.

 

We?re running 2003, but the same should work for all flavors of Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup with
Exchange Server 2003, but the steps don?t seem to apply to 2007. I have RT
setup with my aliases and queues, and now its time to get the Exchange setup
working properly. I have created a new send connector that uses a ?smart
host? setup with the ip address of my RT machine, but I don?t really know
how to make exchange only use that connector when mail is coming from or
going to clientsupport at domain.com. As I have it setup now with 2 different
connectors, much of my usual mail is being bounced back, since its being
sent to the RT machine and it is only setup with the clientsupport email
address.  I was hoping that someone had some EX07 experience and could help
me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

-------------- next part --------------
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From skreuzer at exit2shell.com  Wed Jan  7 16:35:23 2009
From: skreuzer at exit2shell.com (Steven Kreuzer)
Date: Wed, 7 Jan 2009 16:35:23 -0500
Subject: [rt-users] Subjects of tickets getting changed to include subject
	tag
Message-ID: <54ACB1EC-45B5-47DC-A990-BB3659313732@exit2shell.com>

I have an RT 3.8.1 install and I have been noticing that every once  
and a while, when an update to a ticket is sent in, the subject of the  
ticket gets changed to include subject tag
at the end.

The very last update to the ticket that this just happened to is:

Wed Jan 07 10:28:56 2009  	RT_System - Subject changed from 'Reset  
password for account xxxxxxx' to 'Reset password for account xxxxxxx  
[RT - General #3166]'

The raw headers of the email that was sent in has the subject line  
"Re: [RT - General #3166] Reset password for account xxxxxxx"

Does anyone have any clues as to what might be causing this?

--
Steven Kreuzer
http://www.exit2shell.com/~skreuzer



From HelmuthRamirez at compupay.com  Wed Jan  7 17:00:32 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 7 Jan 2009 17:00:32 -0500
Subject: [rt-users] Exchange 2007 setup with RT3
In-Reply-To: <00e801c9710d$277b8610$76729230$@com>
References: <003801c9705c$496a1180$dc3e3480$@com><7314881427FC8A4081673E8CEEA792490B70DA6D@EXMIAMI01.compupay.com><004201c970e8$c94dea20$5be9be60$@com><7314881427FC8A4081673E8CEEA792490B70DA7C@EXMIAMI01.compupay.com><005801c970f0$4d2df810$e789e830$@com><7314881427FC8A4081673E8CEEA792490B70DA80@EXMIAMI01.compupay.com><009f01c970fd$5be4d510$13ae7f30$@com><7314881427FC8A4081673E8CEEA792490B70DA83@EXMIAMI01.compupay.com><00c901c97107$1b4f9580$51eec080$@com><7314881427FC8A4081673E8CEEA792490B70DA8A@EXMIAMI01.compupay.com>
	<00e801c9710d$277b8610$76729230$@com>
Message-ID: <7314881427FC8A4081673E8CEEA792490B70DA8B@EXMIAMI01.compupay.com>

Blake, I saw the guide you used, it uses a package, so I'm not 100% sure what it includes as far as mail server and other components.  Following the guide to the end didn't yield good results though?  It does mention the aliases and setting the rt-mailgate up.

 

The other thing you can try (if you're willing) since you don't have too much time invested in your install is to start from scratch and install it from source.  I've found it is much easier to control things that way.  Here is an excellent walkthrough for Centos/RHEL which should get you to a happy place J

 

http://www.ptitov.net/2008/07/request-tracker-installation-o.html

 

As far as your e-mail below, I overlooked a question:  

 

"And in regards to sending mail to the RT server, it is not setup, im not too sure what I need to configure with Postfix to have it setup."

 

No, only the mail addressed to my designated RT e-mails get forwarded to the RT server (via the Contacts).

 

 

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 4:16 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

The guide that I used was this one:

 

http://wiki.bestpractical.com/view/FedoraCore9InstallGuide

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 2:06 PM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Blake,

 

What instructions did you use to install it?

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 3:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

 

                So your Exchange server passes ALL mail to your RT server? Or just mail that is setup on your RT server ? And in regards to sending mail to the RT server, it is not setup, im not too sure what I need to configure with Postfix to have it setup. The service is running, but there were no other instructions on the FedoraCore9 install guide, so im kinda stuck now !!

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 1:00 PM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Well, I can't tell you if there are many pros to my model other than it allows for tier 1 support to look into issues rather than having to dig within Exchange.  Obviously, that is a matter of personal taste/org structure.  In my model, tickets flow like this:

 

Sender -> Exchange -> RT

RT - > Exchange -> Recipient

 

On a related note, have you tested sending an e-mail directly to your rt server address at rtserver.domain.com?  Is it accepting and creating tickets via mail?

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 2:23 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

                

I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet ? my Exchange Server ? RT server. Where it seems as though your plan is: Internet ? RT Server ? Exchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. 

 

Blake Turner

IT Director

EOS-3, LLC

P: 888.EOS3.001 (367.3001)

F: 888.EOS3.303 (367.3303)

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 11:09 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Yes, you are on the right track J So based on my example, you'll need a mail server for RT.  I happen to use Postfix, but its whatever you feel comfortable with (like if you've used Sendmail).  

 

Helmuth

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 12:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Helmuth,

Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. 

 

So I have Support at Domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of  RTSupport at rt3.Domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to Support at Domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for RTSupport at rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol

 

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 10:23 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

Hi Blake,

I have a mail server installed on my RT box (Postfix).  Postfix is configured to use my Exchange server as its smarthost.  I do this so my RT server doesn't need to talk to the internet to send e-mails, my Exchange box does that work.  With the example below using the AD accounts pointing to Contacts, you don't have to do anything special on the Exchange side.  

 

Let me know if there's something else you need cleared up! 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 11:56 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Exchange 2007 setup with RT3

 

Thank you for the replies, 

 

Helmuth - I was going through your instructions and it seems pretty simple to setup. The only thing I don't understand is "Mail server for RT uses Exchange as smarthost to relay all traffic." Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way around. This "smarthost" part of the process is what is the most confusing. 

 

Thanks again !

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Wednesday, January 07, 2009 7:30 AM
To: Blake Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Exchange 2007 setup with RT3

 

I'm not sure what your requirements are, but here is what we did.  I tried to keep it as simple and as "if I get hit by a milk truck tomorrow someone will need to work on this" troubleshooting friendly as possible :)  

 

We have AD accounts created with the e-mail addresses we give to our users, supportemail at ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportemail at rtserver.ourdomain.com.   The AD account supportemail at ourdomain.com is configured to forward all messages to its respective Contact object.  The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account.  Mail server for RT uses Exchange as smarthost to relay all traffic.

 

We're running 2003, but the same should work for all flavors of Exchange.

 

Helmuth

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Tuesday, January 06, 2009 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Exchange 2007 setup with RT3

 

Hello All,

 

                I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a "smart host" setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupport at domain.com. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address.  I was hoping that someone had some EX07 experience and could help me along my path !

 

Thanks in advance for any help/tips/advice I can get !!

 

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From jpierce at cambridgeenergyalliance.org  Wed Jan  7 17:30:10 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 7 Jan 2009 17:30:10 -0500
Subject: [rt-users] Subjects of tickets getting changed to include
	subject tag
In-Reply-To: <54ACB1EC-45B5-47DC-A990-BB3659313732@exit2shell.com>
References: <54ACB1EC-45B5-47DC-A990-BB3659313732@exit2shell.com>
Message-ID: <be7163f0901071430p2cd19dc7le0c951c922a6daca@mail.gmail.com>

> Does anyone have any clues as to what might be causing this?
Nope. I've had it happen to. Some tickets seem to be persistently
afflicted with this. I've manually gone in to correct the subject, and
had it change again later into a monstrously long thing.

http://www.gossamer-threads.com/lists/rt/users/80546

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


From jesse at bestpractical.com  Wed Jan  7 17:51:44 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 Jan 2009 17:51:44 -0500
Subject: [rt-users] Subjects of tickets getting changed to include
	subject tag
In-Reply-To: <be7163f0901071430p2cd19dc7le0c951c922a6daca@mail.gmail.com>
References: <54ACB1EC-45B5-47DC-A990-BB3659313732@exit2shell.com>
	<be7163f0901071430p2cd19dc7le0c951c922a6daca@mail.gmail.com>
Message-ID: <20090107225144.GQ4439@bestpractical.com>


It's the subject token extraction routines. They're designed to make
sure that RT's can exchange mail without getting into ticket creation
loops. This sort of suggests to me that your users or their mail clients
somehow messed up the ticket id in the subject, as the code shouldn't
add its own id back to a given ticket.



On Wed, Jan 07, 2009 at 05:30:10PM -0500, Jerrad Pierce wrote:
> > Does anyone have any clues as to what might be causing this?
> Nope. I've had it happen to. Some tickets seem to be persistently
> afflicted with this. I've manually gone in to correct the subject, and
> had it change again later into a monstrously long thing.
> 
> http://www.gossamer-threads.com/lists/rt/users/80546
> 
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From skreuzer at exit2shell.com  Wed Jan  7 17:59:58 2009
From: skreuzer at exit2shell.com (Steven Kreuzer)
Date: Wed, 7 Jan 2009 17:59:58 -0500
Subject: [rt-users] Subjects of tickets getting changed to include
	subject tag
In-Reply-To: <20090107225144.GQ4439@bestpractical.com>
References: <54ACB1EC-45B5-47DC-A990-BB3659313732@exit2shell.com>
	<be7163f0901071430p2cd19dc7le0c951c922a6daca@mail.gmail.com>
	<20090107225144.GQ4439@bestpractical.com>
Message-ID: <E5DA7DD5-A95D-4BC7-AC79-DE1D2D754BB5@exit2shell.com>

As far as I can tell, it doesn't appear that the subject was altered  
in any way.
Just to confirm, I asked the person who sent in the email and they  
said they
clicked reply, typed their response and did not change the subject

I looked at the headers of the mail:

Subject: Re: [RT - General #3166] Reset password for account xxxxxxx

One thing to note is that this user is using gmail's web interface

I have several users who use gmail and I have only seen this happen on  
maybe
5 or 6 tickets despite the fact that they have created or commented on  
hundreds

On Jan 7, 2009, at 5:51 PM, Jesse Vincent wrote:

>
> It's the subject token extraction routines. They're designed to make
> sure that RT's can exchange mail without getting into ticket creation
> loops. This sort of suggests to me that your users or their mail  
> clients
> somehow messed up the ticket id in the subject, as the code shouldn't
> add its own id back to a given ticket.
>
>
>
> On Wed, Jan 07, 2009 at 05:30:10PM -0500, Jerrad Pierce wrote:
>>> Does anyone have any clues as to what might be causing this?
>> Nope. I've had it happen to. Some tickets seem to be persistently
>> afflicted with this. I've manually gone in to correct the subject,  
>> and
>> had it change again later into a monstrously long thing.
>>
>> http://www.gossamer-threads.com/lists/rt/users/80546
>>
>> -- 
>> 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
>>
>
> -- 

--
Steven Kreuzer
http://www.exit2shell.com/~skreuzer



From jmoseley at corp.xanadoo.com  Wed Jan  7 19:19:20 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Wed, 7 Jan 2009 18:19:20 -0600
Subject: [rt-users] upgrading to 3.8.2 from versions prior to 3.8.x
In-Reply-To: <49650EAD.2010400@lbl.gov>
Message-ID: <OFCD5890D9.EC29FF4F-ON86257538.0000D2CB-86257538.0001C310@corp.xanadoo.com>

Slightly confusing instructions (and different from 3.8.0) on upgrading a
mysql database.

First, the instructions say to run /opt/rt3/sbin/rt-setup-database telling
the script the current version you are running.  Then they say to stop the
upgrade at 3.8.0 and then run:

etc/upgrade/upgrade-mysql-schema.pl, blah, blah, blah.

Then run /opt/rt3/sbin/rt-setup-database to apply the rest of the upgrades.

So, in the setup-database script, do you tell it to stop at 3.8.0, or
3.7.87?  Meaning, if I choose 3.8.0, does the script stop after installing
the 3.7.87 schema changes, or does it also include the 3.8.0 schema
updates?  Perhaps it doesn't matter.


James Moseley




From mcr at simtone.net  Wed Jan  7 21:20:05 2009
From: mcr at simtone.net (mcr at simtone.net)
Date: Wed, 07 Jan 2009 21:20:05 -0500
Subject: [rt-users] closing out spam tickets
In-Reply-To: <be7163f0901070920j2071979ercd51222d688143dc@mail.gmail.com> 
References: <20090107165813.3136DE3CEDF@diesel.bestpractical.com>
	<be7163f0901070920j2071979ercd51222d688143dc@mail.gmail.com>
Message-ID: <20090108022009.7F48263C63E@diesel.bestpractical.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1


>>>>> "Jerrad" == Jerrad Pierce <jpierce at cambridgeenergyalliance.org> writes:
    Jerrad> Items in the spam queue never show up in "newest unowned," so that helps.
    Jerrad> Once every few days/weeks, I look at the spam queue, and bulk update
    Jerrad> things to rejected status.

  hmm. okay. I don't know how to do bulk updates, I guess I can learn.
  So far we get two spams/day into the ticket system, so it hasn't been
that big a deal yet.

- -- 
Michael Richardson <mcr at simtone.net>
Director -- Consumer Desktop Development, Simtone Corporation, Ottawa, Canada
Personal: http://www.sandelman.ca/mcr/ 

SIMtone Corporation fundamentally transforms computing into simple,
secure, and very low-cost network-provisioned services pervasively
accessible by everyone.  Learn more at www.simtone.net and www.SIMtoneVDU.com 


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From ruslan.zakirov at gmail.com  Wed Jan  7 23:37:21 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Jan 2009 07:37:21 +0300
Subject: [rt-users] How to add a theme
In-Reply-To: <4965110E.8060602@divms.uiowa.edu>
References: <4965110E.8060602@divms.uiowa.edu>
Message-ID: <589c94400901072037h32fd8496gc1088b122c46bb6b@mail.gmail.com>

It's hardcoded in lib/RT/Config.pm. We're happy to apply patch that
builds list of themes from disk.

On Wed, Jan 7, 2009 at 11:31 PM, Karl Boyken <boyken at divms.uiowa.edu> wrote:
> Okay, now that I've thoroughly humiliated myself by asking about
> RTx-Shredder, another question:  How can I add a theme to the Theme
> pull-down list in the General section of Preferences?  I created a custom
> theme and put it in a directory in ./local/html/NoAuth/css, and I can set
> WebDefaultStylesheet to the name of the theme directory, and that works.
>  But it doesn't show up in the theme pull-down.  The only place I can find
> the themes hard-coded is in lib/RT/Config.pm, in the WidgetArguments->Values
> metadata for WebDefaultStylesheet.  I tried creating my own Config_Local.pm
> and overriding LoadConfigs and altering the metadata there, but that didn't
> work.  Thanks.
>
> Karl Boyken
>
> --
> Karl Boyken, system administrator karl-boyken at uiowa.edu
> 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/
> The U. of Iowa, Iowa City, IA  52242   319-335-2730 (voice) 319-335-3668
> (fax)
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 justin.hayes at orbisuk.com  Thu Jan  8 03:53:25 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 8 Jan 2009 08:53:25 +0000
Subject: [rt-users] Search for logged-in user as requestor
In-Reply-To: <20090107151025.9163363C63B@diesel.bestpractical.com>
References: <20090107151025.9163363C63B@diesel.bestpractical.com>
Message-ID: <B058571E-8B4E-4964-984C-DB847D87741F@orbisuk.com>

Thanks for the suggestion Gabriele but unfortunately that doesn't seem  
to work for me :(

Oh I'm using 3.6.3 btw.

Justin

On 7 Jan 2009, at 15:00, Franzini, Gabriele [Nervianoms] wrote:

> Hello,Justin,
> I use in similar saved searches for V3.8.1 the clause:
>
> Owner.Id = '__CurrentUser__'
>
> so maybe Requestor.Id would do?
> HTH,
> Gabriele Franzini
> ICT Applications Manager
> Nerviano Medical Sciences SRL
> 20014 Nerviano Italy
>
>
> -----------------------------------------------------
>> Message: 1
>> Date: Wed, 7 Jan 2009 09:43:12 +0000
>> From: Justin Hayes <justin.hayes at orbisuk.com>
>> Subject: [rt-users] Search for logged-in user as requestor
>>
>> Hi,
>>
>> I would like to be able to create saved searches that will find  
>> tickets
> where the logged in user is the Requestor.
>>
>> This is easy for Owner as you can use		Owner =
> '__CurrentUser__'.
>>
>> Is there a way to do this for Requestor though? I tried
> Requestor =
>> '__CurrentUser__'			but that doesn't work.
>>
>> I found this on the wiki, but that only seems to apply to RT2:
>>
>> http://wiki.bestpractical.com/view/CurrentUserEmail
>>
>> Any help much appreciated!!
>>
>> Justin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From justin.hayes at orbisuk.com  Thu Jan  8 05:11:49 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 8 Jan 2009 10:11:49 +0000
Subject: [rt-users] Search for logged-in user as requestor
In-Reply-To: <90ABEA79-0B78-44BF-94A6-80889E1B04E1@orbisuk.com>
References: <90ABEA79-0B78-44BF-94A6-80889E1B04E1@orbisuk.com>
Message-ID: <2CD574E2-99F0-4712-BD50-D49978814C5B@orbisuk.com>

In case anyone's interested I figured out how to do this

in share/html/Elements/ShowSearch you have:

$SearchArg->{'Query'}  =~ s/__CurrentUser__/$session{'CurrentUser'}- 
 >Id/ge;

I've added a line for CurrentUserEmail so now I have:

$SearchArg->{'Query'}  =~ s/__CurrentUser__/$session{'CurrentUser'}- 
 >Id/ge;
$SearchArg->{'Query'}  =~ s/__CurrentUserEmail__/ 
$session{'CurrentUser'}->EmailAddress/ge;

You can then use the following in searches that you add to the At A  
Glance screen:

Requestor.EmailAddress = '__CurrentUserEmail__'

Cheers,

Justin

On 7 Jan 2009, at 09:43, Justin Hayes wrote:

> Hi,
>
> I would like to be able to create saved searches that will find  
> tickets where the logged in user is the Requestor.
>
> This is easy for Owner as you can use		Owner = '__CurrentUser__'.
>
> Is there a way to do this for Requestor though? I tried			Requestor  
> = '__CurrentUser__'			but that doesn't work.
>
> I found this on the wiki, but that only seems to apply to RT2:
>
> http://wiki.bestpractical.com/view/CurrentUserEmail
>
> Any help much appreciated!!
>
> Justin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 martin at proxmox.com  Thu Jan  8 09:34:21 2009
From: martin at proxmox.com (Martin Maurer)
Date: Thu, 8 Jan 2009 15:34:21 +0100
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
Message-ID: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>

Hi all,

 

Andrew published well working Lenny packages for 3.8.1 (deb http://debian.etc.gen.nz <http://debian.etc.gen.nz>  lenny rt), also similar packages are available in Debian experimental. As Debian Lenny is the next stable, where can I get packages for the latest RT 3.8.2? anybody working already on this?

 

We are working on a RT 3.8.x virtual appliance based on Debian Lenny for Proxmox VE (pve.proxmox.com) and we want to make sure that the update process will be straight forward for the users - we have already a working release candidate appliance for 3.8.1 and its very cool!

 

Best Regards,

 

Martin Maurer

 

martin at proxmox.com <mailto:martin at proxmox.com> 

http://pve.proxmox.com

 

____________________________________________________________________

Proxmox Server Solutions GmbH

Kohlgasse 51/10, 1050 Vienna, Austria

 

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From mike.peachey at jennic.com  Thu Jan  8 10:01:56 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 08 Jan 2009 15:01:56 +0000
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>
References: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>
Message-ID: <49661564.9000100@jennic.com>

Martin Maurer wrote:
> Hi all,
> 
>  
> 
> Andrew published well working Lenny packages for 3.8.1 (deb
> http://debian.etc.gen.nz lenny rt), also similar packages are available
> in Debian experimental. As Debian Lenny is the next stable, where can I
> get packages for the latest RT 3.8.2? anybody working already on this?
> 

Give it time.. it only came out yesterday :)

-- 
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 jpierce at cambridgeenergyalliance.org  Thu Jan  8 10:02:28 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 8 Jan 2009 10:02:28 -0500
Subject: [rt-users] closing out spam tickets
In-Reply-To: <20090108022008.34EAE3C8309@rt.cambenergy.org>
References: <20090107165813.3136DE3CEDF@diesel.bestpractical.com>
	<be7163f0901070920j2071979ercd51222d688143dc@mail.gmail.com>
	<20090108022008.34EAE3C8309@rt.cambenergy.org>
Message-ID: <be7163f0901080702p7663d73fsa2346af59c389df3@mail.gmail.com>

>  hmm. okay. I don't know how to do bulk updates, I guess I can learn.
>  So far we get two spams/day into the ticket system, so it hasn't been
> that big a deal yet.
It's just a link at the top of any search results page.

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


From joseph85750 at yahoo.com  Thu Jan  8 10:08:28 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 8 Jan 2009 07:08:28 -0800 (PST)
Subject: [rt-users] performance with mason_handler.fcgi
In-Reply-To: <578094.37330.qm@web30306.mail.mud.yahoo.com>
Message-ID: <656319.24047.qm@web30303.mail.mud.yahoo.com>

I recently posted regarding some performance issues after a migration from RT2.0.15 to RT3.8.1.  I originally thought it might be a mysql issue, but I think it's apache and the Mason FCGI.  The system will be practically 100% idle until I view a ticket.  While the ticket is slowly coming up in the browser, the system goes to 0% idle, with the "mason_handler.fcgi" taking 3/4 of the CPU and memory, and mysql taking most of the rest.  This is currently running on a VirtualBox with 512M memory.  Is this not sufficient memory?  Or is something else not tuned correctly?
Any ideas would be great.

Both standard with Slackware 12.2:

Apache = 2.2.10
mysql  = 5.0.67


Thanks!



      


From dominic.hargreaves at oucs.ox.ac.uk  Thu Jan  8 10:06:48 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 8 Jan 2009 15:06:48 +0000
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>
References: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>
Message-ID: <20090108150647.GH23773@gunboat-diplomat.oucs.ox.ac.uk>

On Thu, Jan 08, 2009 at 03:34:21PM +0100, Martin Maurer wrote:
> Andrew published well working Lenny packages for 3.8.1 (deb http://debian.etc.gen.nz <http://debian.etc.gen.nz>  lenny rt), also similar packages are available in Debian experimental. As Debian Lenny is the next stable, where can I get packages for the latest RT 3.8.2? anybody working already on this?

Yep - I hope to get packages uploaded to experimental (or possibly
unstable - it won't be a candidate for lenny anyway due to the new
package name) in the next few days.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From monti.mail at gmail.com  Thu Jan  8 10:31:47 2009
From: monti.mail at gmail.com (Monti gmail)
Date: Thu, 8 Jan 2009 17:31:47 +0200
Subject: [rt-users] Self service error on page IE 6
In-Reply-To: <b754bdf50812240247p5b778c06x654791c28df47d04@mail.gmail.com>
References: <b754bdf50812240247p5b778c06x654791c28df47d04@mail.gmail.com>
Message-ID: <b754bdf50901080731o54af59ecv9bd27e887c289a91@mail.gmail.com>

Hi all,

I have a customer which uses the Self Service HTTP interface using IE 6.0
The customer complains he cannot see the "issue description" text box
when trying to submit new issue.
he gets error on page with the following:

Line: 124
Char: 2
Error: Object expected
Code:0
URL: http://Server.URL/NoAuth/RichText/editor/fckeditor.html?InstanceName=Content&Toolbar=Default

It is working fine with IE7 and FF 3.0

any ideas how to fix it?


From dominic.hargreaves at oucs.ox.ac.uk  Thu Jan  8 12:41:48 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 8 Jan 2009 17:41:48 +0000
Subject: [rt-users] Text::Template versions (was Re: [Rt-announce] RT 3.8.2
	Released)
In-Reply-To: <E3BB0EAC-8A9A-4973-A496-82FDD87C8C9A@bestpractical.com>
References: <E3BB0EAC-8A9A-4973-A496-82FDD87C8C9A@bestpractical.com>
Message-ID: <20090108174147.GJ23773@gunboat-diplomat.oucs.ox.ac.uk>

On Wed, Jan 07, 2009 at 09:34:44AM -0500, Kevin Falcone wrote:

> * newer Text::Template which claims to have fixed the T:: cleanup,  
> otherwise
>  scrips in batch stage may be delayed [sartak]

I note you have declared a dependency on Text::Template 1.45.

Examining the changes between Text::Template 1.44 (which is nearly 6
years old) and 1.45 (released last year) I can't see a single code
change. The only things that changes are the documentation, package
metadata, version numbers, and test suite. There's also no changelog
entry for 1.45 in the distribution.

What am I missing? Could the dependency be relaxed to some other version
of Text::Template? I can't see any particularly relevant entry in the
T::T changelog, but I don't quite understand the above RT changelog
entry either.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From alexsm at gmail.com  Thu Jan  8 13:31:05 2009
From: alexsm at gmail.com (Alex Moura)
Date: Thu, 8 Jan 2009 16:31:05 -0200
Subject: [rt-users] Error message in upgrade from 3.6.5 to 3.8.1
Message-ID: <de2590e90901081031x70b4cbedk820ac7100d6666d2@mail.gmail.com>

Hi people,

In the last step of upgrade from RT 3.6.5 to 3.8.1 on FreeBSD-7.1-RELEASE,
got this error:

ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2

Steps executed:

# cd /usr/ports/www/rt38/ && make install
# cd /usr/ports/www/rt38/work/rt-3.8.1/
# ./sbin/rt-setup-database --dba root --action upgrade
# rm -fr /var/run/rt38/mason_data/obj/
# /usr/local/etc/rc.d/apache.sh restart
# perl ./etc/upgrade/schema.mysql-4.0-4.1.pl rt3 root > sql.queries
# more sql.queries
# mysql -u root -p rt3 < sql.queries
Enter password:
ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2
#

The line 210 says:

ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL
DEFAULT '';

Is this an error that I can ignore and move on, or will I regret if I do so?

Thanks
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From sartak at bestpractical.com  Thu Jan  8 13:44:26 2009
From: sartak at bestpractical.com (Shawn M Moore)
Date: Thu, 8 Jan 2009 13:44:26 -0500
Subject: [rt-users] Text::Template versions (was Re: [Rt-announce] RT
	3.8.2 Released)
In-Reply-To: <20090108174147.GJ23773@gunboat-diplomat.oucs.ox.ac.uk>
References: <E3BB0EAC-8A9A-4973-A496-82FDD87C8C9A@bestpractical.com>
	<20090108174147.GJ23773@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20090108184426.GC29031@bestpractical.com>

On Thu, Jan 08, 2009 at 05:41:48PM +0000, Dominic Hargreaves wrote:
> On Wed, Jan 07, 2009 at 09:34:44AM -0500, Kevin Falcone wrote:
> 
> > * newer Text::Template which claims to have fixed the T:: cleanup,  
> > otherwise
> >  scrips in batch stage may be delayed [sartak]
> 
> I note you have declared a dependency on Text::Template 1.45.
> 
> Examining the changes between Text::Template 1.44 (which is nearly 6
> years old) and 1.45 (released last year) I can't see a single code
> change. The only things that changes are the documentation, package
> metadata, version numbers, and test suite. There's also no changelog
> entry for 1.45 in the distribution.
> 
> What am I missing? Could the dependency be relaxed to some other version
> of Text::Template? I can't see any particularly relevant entry in the
> T::T changelog, but I don't quite understand the above RT changelog
> entry either.
> 
> Cheers,
> Dominic.

Hi Dominic,

Text::Template 1.44 had the important bugfix. From its README:

        _scrubpkg, which was responsible for eptying out temporary
        packages after the module had done with them, wasn't always
        working; the result was memory-leaks in long-running
        applications.  This should be fixed now, and there is a test
        in the test suite for it.

When bumping a dependency I generally depend on the latest and greatest
for more bugfixes, documentation, etc.

You're right that in this particular case we could have depended on just
1.44, since 1.45 appears to have only very minor doc and test tweaks. If
you have 1.44 and upgrading a module is difficult, then I suppose you
could get away without upgrading it.

Shawn



From ruslan.zakirov at gmail.com  Thu Jan  8 14:28:18 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Jan 2009 22:28:18 +0300
Subject: [rt-users] Error message in upgrade from 3.6.5 to 3.8.1
In-Reply-To: <de2590e90901081031x70b4cbedk820ac7100d6666d2@mail.gmail.com>
References: <de2590e90901081031x70b4cbedk820ac7100d6666d2@mail.gmail.com>
Message-ID: <589c94400901081128x7f4a7761x5903cfdee44ad0d8@mail.gmail.com>

You have users with names slightly different. Default mysql collation
assume that some characters with umlauts are equal to characters
without. If the current character set is latin1 then after upgrade
people with name field containing anything outside ascii wouldn't be
able to login (using name). As well, data would be corrupted as it's
UTF8 stored in latin1 column.

You can: select different collation, rename conflicting users, convert
name to latin1. First two solutions are preffered.

On Thu, Jan 8, 2009 at 9:31 PM, Alex Moura <alexsm at gmail.com> wrote:
> Hi people,
>
> In the last step of upgrade from RT 3.6.5 to 3.8.1 on FreeBSD-7.1-RELEASE,
> got this error:
>
> ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2
>
> Steps executed:
>
> # cd /usr/ports/www/rt38/ && make install
> # cd /usr/ports/www/rt38/work/rt-3.8.1/
> # ./sbin/rt-setup-database --dba root --action upgrade
> # rm -fr /var/run/rt38/mason_data/obj/
> # /usr/local/etc/rc.d/apache.sh restart
> # perl ./etc/upgrade/schema.mysql-4.0-4.1.pl rt3 root > sql.queries
> # more sql.queries
> # mysql -u root -p rt3 < sql.queries
> Enter password:
> ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2
> #
> The line 210 says:
>
> ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL
> DEFAULT '';
>
> Is this an error that I can ignore and move on, or will I regret if I do so?
>
> Thanks
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From Rich.West at wesmo.com  Thu Jan  8 14:29:08 2009
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 08 Jan 2009 14:29:08 -0500
Subject: [rt-users] Filtering users
Message-ID: <49665404.9090903@wesmo.com>

Is there a way within RT to create a scrip that prevents ticket creation
if the email originates from a particular email address, or if it has a
particular subject?  I know.. this could be done via procmail, but I was
hoping to have it such that the helpdesk admins could manage this from
within the interface since they are not that familiar with anything
other than Windows and web interfaces...

I checked the archives, but I didn't come across much other than "use
procmail"..

Thanks!
-Rich



From jpierce at cambridgeenergyalliance.org  Thu Jan  8 14:36:29 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 8 Jan 2009 14:36:29 -0500
Subject: [rt-users] Filtering users
In-Reply-To: <49665404.9090903@wesmo.com>
References: <49665404.9090903@wesmo.com>
Message-ID: <be7163f0901081136t255601ccq80c65b5ced786a44@mail.gmail.com>

>  I checked the archives, but I didn't come across much other than "use
>  procmail"..
You could always setup a minimal webmin configuration to allow them to
interact with procmail, though this open its own can of  worms.

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


From sturner at MIT.EDU  Thu Jan  8 15:18:04 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 08 Jan 2009 15:18:04 -0500
Subject: [rt-users] Filtering users
In-Reply-To: <49665404.9090903@wesmo.com>
References: <49665404.9090903@wesmo.com>
Message-ID: <op.ungf0eaj5pzi6r@mockingbird.mit.edu>

On Thu, 08 Jan 2009 14:29:08 -0500, Rich West <Rich.West at wesmo.com> wrote:

> Is there a way within RT to create a scrip that prevents ticket creation
> if the email originates from a particular email address, or if it has a
> particular subject?  I know.. this could be done via procmail, but I was
> hoping to have it such that the helpdesk admins could manage this from
> within the interface since they are not that familiar with anything
> other than Windows and web interfaces...
>
> I checked the archives, but I didn't come across much other than "use
> procmail"..
>
> Thanks!
> -Rich
>

You can't do this in a scrip - by the time you get into the scrips, the  
ticket is already created. You could write on-create scrip that  
immediately deletes the ticket if the requestor or subject match your  
criteria.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From mathew.snyder at gmail.com  Thu Jan  8 16:53:53 2009
From: mathew.snyder at gmail.com (Mathew)
Date: Thu, 08 Jan 2009 16:53:53 -0500
Subject: [rt-users] MySQL Tuning
Message-ID: <496675F1.7040905@gmail.com>

I'm looking for ways to tune MySQL because it gets increasingly slower.  I've already set up cleaning out the sessions table to what I can only describe as limited effect.  I found this: http://mysqlha.blogspot.com/2008/12/make-mysql-faster-in-one-hour_14.html which mentions a patch from Google.  Not being a developer or pure database admin I have no clue what is being said here.  Perhaps someone can either translate or simply tell me "don't bother".

-Mathew
-- 
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom


From ruslan.zakirov at gmail.com  Thu Jan  8 17:03:50 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 9 Jan 2009 01:03:50 +0300
Subject: [rt-users] MySQL Tuning
In-Reply-To: <496675F1.7040905@gmail.com>
References: <496675F1.7040905@gmail.com>
Message-ID: <589c94400901081403x55260a1cg9ac3d44574323678@mail.gmail.com>

Do you have server with 8+ cores? If no then don't bother.

For the beginning you can start from http://mysqltuner.pl

On Fri, Jan 9, 2009 at 12:53 AM, Mathew <mathew.snyder at gmail.com> wrote:
> I'm looking for ways to tune MySQL because it gets increasingly slower.  I've already set up cleaning out the sessions table to what I can only describe as limited effect.  I found this: http://mysqlha.blogspot.com/2008/12/make-mysql-faster-in-one-hour_14.html which mentions a patch from Google.  Not being a developer or pure database admin I have no clue what is being said here.  Perhaps someone can either translate or simply tell me "don't bother".
>
> -Mathew
> --
> Keep up with my goings on at http://feeds.feedburner.com/theillien_atom
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 bob.micheletto at kaplan.com  Thu Jan  8 20:39:37 2009
From: bob.micheletto at kaplan.com (Bob Micheletto)
Date: Thu, 8 Jan 2009 19:39:37 -0600
Subject: [rt-users] (no subject)
Message-ID: <BB866B0C5BED604094EE2525E2AFA9690A851CC7@EXKPCHIV1.alpha.kaplaninc.com>

subscribe

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From adam.clarke at strategicdata.com.au  Fri Jan  9 01:27:42 2009
From: adam.clarke at strategicdata.com.au (Adam Clarke)
Date: Fri, 9 Jan 2009 17:27:42 +1100
Subject: [rt-users] Text::Template versions (was Re: [Rt-announce] RT
	3.8.2 Released)
In-Reply-To: <20090108184426.GC29031@bestpractical.com>
References: <E3BB0EAC-8A9A-4973-A496-82FDD87C8C9A@bestpractical.com>
	<20090108174147.GJ23773@gunboat-diplomat.oucs.ox.ac.uk>
	<20090108184426.GC29031@bestpractical.com>
Message-ID: <E092A22B-AE29-415B-BAD2-D5F055A021B1@strategicdata.com.au>

On 09/01/2009, at 5:44 AM, Shawn M Moore wrote:

> On Thu, Jan 08, 2009 at 05:41:48PM +0000, Dominic Hargreaves wrote:
>> On Wed, Jan 07, 2009 at 09:34:44AM -0500, Kevin Falcone wrote:
>>
>>> * newer Text::Template which claims to have fixed the T:: cleanup,
>>> otherwise
>>> scrips in batch stage may be delayed [sartak]
>>
>> I note you have declared a dependency on Text::Template 1.45.
>>
>> Examining the changes between Text::Template 1.44 (which is nearly 6
>> years old) and 1.45 (released last year) I can't see a single code
>> change. The only things that changes are the documentation, package
>> metadata, version numbers, and test suite. There's also no changelog
>> entry for 1.45 in the distribution.
>>
>> What am I missing? Could the dependency be relaxed to some other  
>> version
>> of Text::Template? I can't see any particularly relevant entry in the
>> T::T changelog, but I don't quite understand the above RT changelog
>> entry either.

...

> Text::Template 1.44 had the important bugfix. From its README:
>
>        _scrubpkg, which was responsible for eptying out temporary
>        packages after the module had done with them, wasn't always
>        working; the result was memory-leaks in long-running
>        applications.  This should be fixed now, and there is a test
>        in the test suite for it.
>
> When bumping a dependency I generally depend on the latest and  
> greatest
> for more bugfixes, documentation, etc.
>
> You're right that in this particular case we could have depended on  
> just
> 1.44, since 1.45 appears to have only very minor doc and test  
> tweaks. If
> you have 1.44 and upgrading a module is difficult, then I suppose you
> could get away without upgrading it.

I think that Dominic's point is that choosing the newest package to  
depend on
when the required fix was actually in a much earlier release has the
consequence of making the dependancy one which is unlikely to be  
satisfied
from the system libraries whereas the earlier version would have been.

For example this is what Debian 4.0 Etch (currently stable) has  
packaged.

# apt-cache show libtext-template-perl
Package: libtext-template-perl
Priority: extra
Section: perl
Installed-Size: 172
Maintainer: Scott M. Dier <sdier at debian.org>
Architecture: all
Version: 1.44-1.1
Depends: perl (>= 5.6.0-16)
Filename: pool/main/libt/libtext-template-perl/libtext-template- 
perl_1.44-1.1_all.deb
Size: 54024
MD5sum: 7daed0bed4940c9d4c8f9e38a4aa6f53
SHA1: d7fea5528a38bfdf9f8ef5d8dc0dbc192771fa3b
SHA256: ad9bf0b565c23b608979551504961be5df183273d80d91c6bfa667b12eef2890
Description: Text::Template perl module
...





From aaron at guise.net.nz  Fri Jan  9 06:46:24 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Sat, 10 Jan 2009 00:46:24 +1300
Subject: [rt-users] Upgrade trouble 3.8.1
Message-ID: <c8c01a250901090346v2b923d0br99753ec75a542726@mail.gmail.com>

Hi,

I have applied the updates to the schema but whenever I try to view an
attached image I get this instead;
[image: http://hamrttest/Ticket/Attachment/235/90/image001.jpg]
http://hamrttest/Ticket/Attachment/235/90/image001.jpg

This is instead of any binary type attachments.  However when running 3.8.0
I can view the attachments all correctly. Any ideas where to go from here?

*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aaron at guise.net.nz
 *
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From rainer at ultra-secure.de  Fri Jan  9 06:45:01 2009
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 09 Jan 2009 12:45:01 +0100
Subject: [rt-users] RT3 and ITIL
Message-ID: <496738BD.7000400@ultra-secure.de>

Hi,

can RT3 be made "ITIL-compliant"?

I know that ITIL is more about processes etc, but my boss has decided we
need an "ITIL-compliant" ticketing-system....

What can I tell him about RT + ITIL?


Regards,
Rainer


From martin at proxmox.com  Fri Jan  9 08:11:49 2009
From: martin at proxmox.com (Martin Maurer)
Date: Fri, 9 Jan 2009 14:11:49 +0100
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <20090108150647.GH23773@gunboat-diplomat.oucs.ox.ac.uk>
References: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>
	<20090108150647.GH23773@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <7B7881568CF40E4388B615CD06F87B98098828@clara.maurer-it.com>

> On Thu, Jan 08, 2009 at 03:34:21PM +0100, Martin Maurer wrote:
> > Andrew published well working Lenny packages for 3.8.1 (deb
> http://debian.etc.gen.nz <http://debian.etc.gen.nz>  lenny rt), also
> similar packages are available in Debian experimental. As Debian Lenny
> is the next stable, where can I get packages for the latest RT 3.8.2?
> anybody working already on this?
> 
> Yep - I hope to get packages uploaded to experimental (or possibly
> unstable - it won't be a candidate for lenny anyway due to the new
> package name) in the next few days.

The point is that Lenny will be the stable release soon and I see no way to use experimental repos or a mix - so we need Lenny packages.

So as it cannot goes into the official Lenny, we need someone who runs and maintains the rt 3.8.x packages for Lenny.

@Jesse, do you have any comment/ideas here?

We are more or less finished with the virtual appliance, so the only open issue is the repository.
(currently we use official Lenny and  http://debian.etc.gen.nz for rt 3.8.1 but I am not sure if this will be maintained in the future).

Best Regards,

Martin Maurer

martin at proxmox.com
http://www.proxmox.com


> 
> --
> Dominic Hargreaves, Systems Development and Support Team
> Computing Services, University of Oxford
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com




From jesse at bestpractical.com  Fri Jan  9 08:36:27 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Jan 2009 08:36:27 -0500
Subject: [rt-users] Self service error on page IE 6
In-Reply-To: <b754bdf50901080731o54af59ecv9bd27e887c289a91@mail.gmail.com>
References: <b754bdf50812240247p5b778c06x654791c28df47d04@mail.gmail.com>
	<b754bdf50901080731o54af59ecv9bd27e887c289a91@mail.gmail.com>
Message-ID: <20090109133627.GH1341@174-147-68-2.pools.spcsdns.net>




On Thu  8.Jan'09 at 17:31:47 +0200, Monti gmail wrote:
> Hi all,
> 
> I have a customer which uses the Self Service HTTP interface using IE 6.0
> The customer complains he cannot see the "issue description" text box
> when trying to submit new issue.


Monti,

You don't mention what version of RT you're using. If you're not yet on
3.8.2, can you upgrade and test the current release?

It sounds like there's an issue with FCKEditor for your IE6 user. We've
tested RT with IE6 a fair bit and never ran into this (as far as I
know).

As a last resort, you can disable RT's rich text support from the config file. 

Best,
Jesse

> he gets error on page with the following:
> 
> Line: 124
> Char: 2
> Error: Object expected
> Code:0
> URL: http://Server.URL/NoAuth/RichText/editor/fckeditor.html?InstanceName=Content&Toolbar=Default
> 
> It is working fine with IE7 and FF 3.0
> 
> any ideas how to fix it?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
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From jesse at bestpractical.com  Fri Jan  9 08:44:12 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Jan 2009 08:44:12 -0500
Subject: [rt-users] RT3 and ITIL
In-Reply-To: <496738BD.7000400@ultra-secure.de>
References: <496738BD.7000400@ultra-secure.de>
Message-ID: <20090109134412.GK15685@bestpractical.com>




On Fri, Jan 09, 2009 at 12:45:01PM +0100, Rainer Duffner wrote:
> Hi,
> 
> can RT3 be made "ITIL-compliant"?

According to the ITIL specification (as of the last time I read it), the
answer is "tools can not be made ITIL compliant. An organization can use 
tools to implement ITIL-compliant processes."  Various RT users over the
past few years have told us privately and on rt-users/rt-devel that they
use RT to implement ITIL-compliant processes. 

> I know that ITIL is more about processes etc, but my boss has decided we
> need an "ITIL-compliant" ticketing-system....

I'd be absolutely thrilled to see, contribute to or develop a guide to
configuring RT to meet an ITIL-compliant organization's tickboxes.  Does
your boss know which of the ITIL areas/practices/functions he's looking
to implement?

Best,
Jesse


From jesse at bestpractical.com  Fri Jan  9 08:46:05 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Jan 2009 08:46:05 -0500
Subject: [rt-users] Upgrade trouble 3.8.1
In-Reply-To: <c8c01a250901090346v2b923d0br99753ec75a542726@mail.gmail.com>
References: <c8c01a250901090346v2b923d0br99753ec75a542726@mail.gmail.com>
Message-ID: <20090109134605.GM15685@bestpractical.com>




On Sat, Jan 10, 2009 at 12:46:24AM +1300, Aaron Guise wrote:
> Hi,
> 
> I have applied the updates to the schema but whenever I try to view an
> attached image I get this instead;
> [image: http://hamrttest/Ticket/Attachment/235/90/image001.jpg]
> http://hamrttest/Ticket/Attachment/235/90/image001.jpg
> 
> This is instead of any binary type attachments.  However when running 3.8.0
> I can view the attachments all correctly. Any ideas where to go from here?


My guess is that it's related to the instructions in UPGRADING.mysql in
the RT distribution, but I can't really tell, as it doesn't appear that
an image was actually in the mail you sent.

Best,
Jesse
> 
> *Regards,*
> 
> *Aaron Guise
>   07 854 7824
> 027 212 6638
> aaron at guise.net.nz
>  *

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Fri Jan  9 08:46:50 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 09 Jan 2009 13:46:50 +0000
Subject: [rt-users] RT3 and ITIL
In-Reply-To: <20090109134412.GK15685@bestpractical.com>
References: <496738BD.7000400@ultra-secure.de>
	<20090109134412.GK15685@bestpractical.com>
Message-ID: <4967554A.6010803@jennic.com>

Jesse Vincent wrote:
> 
> Does
> your boss know which of the ITIL areas/practices/functions he's looking
> to implement?

Sorry.. I *HAVE* to chip in here having been on the receiving end before:

Does your boss know what ITIL means? Or has he just been handed a
buzzword from a more senior manager or (more likely) a
corporate-sponsored newsletter/magazine?

-- 
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 jesse at bestpractical.com  Fri Jan  9 09:09:16 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Jan 2009 09:09:16 -0500
Subject: [rt-users] upgrading to 3.8.2 from versions prior to 3.8.x
In-Reply-To: <OFCD5890D9.EC29FF4F-ON86257538.0000D2CB-86257538.0001C310@corp.xanadoo.com>
References: <49650EAD.2010400@lbl.gov>
	<OFCD5890D9.EC29FF4F-ON86257538.0000D2CB-86257538.0001C310@corp.xanadoo.com>
Message-ID: <20090109140916.GQ15685@bestpractical.com>




On Wed, Jan 07, 2009 at 06:19:20PM -0600, jmoseley at corp.xanadoo.com wrote:
> Slightly confusing instructions (and different from 3.8.0) on upgrading a
> mysql database.
> 
> First, the instructions say to run /opt/rt3/sbin/rt-setup-database telling
> the script the current version you are running.  Then they say to stop the
> upgrade at 3.8.0 and then run:
> 
> etc/upgrade/upgrade-mysql-schema.pl, blah, blah, blah.
> 
> Then run /opt/rt3/sbin/rt-setup-database to apply the rest of the upgrades.
> 
> So, in the setup-database script, do you tell it to stop at 3.8.0, or
> 3.7.87?  Meaning, if I choose 3.8.0, does the script stop after installing
> the 3.7.87 schema changes, or does it also include the 3.8.0 schema
> updates?  Perhaps it doesn't matter.

I don't believe it actually matters, but the intent was to stop before
the 3.8.0 updates, run the script and continue. Documentation patches
would be lovely.



From Richard.Foley at rfi.net  Fri Jan  9 09:38:46 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 9 Jan 2009 15:38:46 +0100
Subject: [rt-users] RT3 and ITIL
In-Reply-To: <20090109134412.GK15685@bestpractical.com>
References: <496738BD.7000400@ultra-secure.de>
	<20090109134412.GK15685@bestpractical.com>
Message-ID: <200901091538.47125.Richard.Foley@rfi.net>

On Friday 09 January 2009 14:44:12 Jesse Vincent wrote:
> 
> > can RT3 be made "ITIL-compliant"?
> 
> According to the ITIL specification (as of the last time I read it), the
> answer is "tools can not be made ITIL compliant. An organization can use 
> tools to implement ITIL-compliant processes."  Various RT users over the
> past few years have told us privately and on rt-users/rt-devel that they
> use RT to implement ITIL-compliant processes. 
> 
Given that RT has the built-in ability to customize workflows through Scrips 
etc., presumably it can handle nearly any type of process demanded of it.  
The problem is probably going to be defining what the process requirements 
actually are.  I find managers big on demanding conformity to standards and 
then, when pressed, surprisingly vague on defining what that standard 
consists of.

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/


From jmoseley at corp.xanadoo.com  Fri Jan  9 09:38:32 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 9 Jan 2009 08:38:32 -0600
Subject: [rt-users] upgrading to 3.8.2 from versions prior to 3.8.x
In-Reply-To: <20090109140916.GQ15685@bestpractical.com>
Message-ID: <OF8C335B64.D73C0D4D-ON86257539.00504F9D-86257539.00506CDB@corp.xanadoo.com>





Jesse Vincent <jesse at bestpractical.com> wrote:

On Wed, Jan 07, 2009 at 06:19:20PM -0600, jmoseley at corp.xanadoo.com wrote:

>> So, in the setup-database script, do you tell it to stop at 3.8.0, or
>> 3.7.87?  Meaning, if I choose 3.8.0, does the script stop after
installing
>> the 3.7.87 schema changes, or does it also include the 3.8.0 schema
>> updates?  Perhaps it doesn't matter.

>I don't believe it actually matters, but the intent was to stop before
>the 3.8.0 updates, run the script and continue. Documentation patches
>would be lovely.

How's this for a start:

--- UPGRADING.mysql     2009-01-06 19:15:20.000000000 -0600
+++ UPGRADING.mysql.patched     2009-01-09 08:34:51.000000000 -0600
@@ -19,7 +19,7 @@

 2) Follow instructions in the README file to step 7.

-3) Apply changes described in step 7, but only up to version 3.8.0.
+3) Apply changes described in step 7, but only up to and not including
version 3.8.0.

 4) Apply the MySQL 4.0->4.1 schema changes. Included in RT is the script
 etc/upgrade/upgrade-mysql-schema.pl that generates SQL queries to upgrade
the database's schema. Run it:
@@ -40,8 +40,8 @@
 your database from the backup you made at step 1) and send a report to the
 rt-users at lists.bestpractical.com mailing list.

-7) Continue from step 7 in the README and apply other upgrade scripts and
follow
-other steps.
+7) Continue from step 7 in the README and apply other mysql upgrade
scripts and follow
+remaining steps.

 8) Test everything. The most important parts you have to test:
 * binary attachments, like docs, PDFs, and images

James





From dominic.hargreaves at oucs.ox.ac.uk  Fri Jan  9 09:41:56 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Fri, 9 Jan 2009 14:41:56 +0000
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <7B7881568CF40E4388B615CD06F87B98098828@clara.maurer-it.com>
References: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>
	<20090108150647.GH23773@gunboat-diplomat.oucs.ox.ac.uk>
	<7B7881568CF40E4388B615CD06F87B98098828@clara.maurer-it.com>
Message-ID: <20090109144155.GD7803@gunboat-diplomat.oucs.ox.ac.uk>

On Fri, Jan 09, 2009 at 02:11:49PM +0100, Martin Maurer wrote:

> The point is that Lenny will be the stable release soon and I see no way to use experimental repos or a mix - so we need Lenny packages.

That's not quite true. It's perfectly possible to add additional
resources to the sources.list and use package pinning; in fact with
experimental packages won't be pulled in by default anyway.

> So as it cannot goes into the official Lenny, we need someone who runs and maintains the rt 3.8.x packages for Lenny.

I will maintain packages in backports.org if necessary, but at the
moment the packages in experimental work fine on lenny so there is no
need to explicitly backport them. If that changes in the future I will
ensure that there are working versions on backports.org (bear in mind
that the lenny-backports repository isn't open yet).

I'll try and maintain documentation for use of the packages on etch and
lenny at <http://pkg-request-tracker.alioth.debian.org/>. I'm currently
deploying rt3.8 using the packages in experimental on etch, and will do
so on lenny at some point after the release, so I'm aware of the need to
make sure they're installable.

Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From rainer at ultra-secure.de  Fri Jan  9 09:46:52 2009
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 09 Jan 2009 15:46:52 +0100
Subject: [rt-users] RT3 and ITIL
In-Reply-To: <4967554A.6010803@jennic.com>
References: <496738BD.7000400@ultra-secure.de>
	<20090109134412.GK15685@bestpractical.com>
	<4967554A.6010803@jennic.com>
Message-ID: <4967635C.7060309@ultra-secure.de>

Mike Peachey schrieb:
> Jesse Vincent wrote:
>   
>> Does
>> your boss know which of the ITIL areas/practices/functions he's looking
>> to implement?
>>     
>
> Sorry.. I *HAVE* to chip in here having been on the receiving end before:
>
> Does your boss know what ITIL means? Or has he just been handed a
> buzzword from a more senior manager or (more likely) a
> corporate-sponsored newsletter/magazine?
>
>   


I'm not sure.
;-)
Maybe he just wants to go with a commercial package.

I will try to figure out what he actually wants.
I can install and configure RT on a weekend (started using it seriously
with 3.4), but figuring out the processes beyond the built-in stuff
takes way longer.
And I can't do that alone, because whatever I implement will most likely
be wrong in the eyes of the people who decide on it.



Rainer


From mike.peachey at jennic.com  Fri Jan  9 09:49:49 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 09 Jan 2009 14:49:49 +0000
Subject: [rt-users] RT3 and ITIL
In-Reply-To: <4967635C.7060309@ultra-secure.de>
References: <496738BD.7000400@ultra-secure.de>	<20090109134412.GK15685@bestpractical.com>	<4967554A.6010803@jennic.com>
	<4967635C.7060309@ultra-secure.de>
Message-ID: <4967640D.4090503@jennic.com>

Rainer Duffner wrote:
> Mike Peachey schrieb:
>> Does your boss know what ITIL means? Or has he just been handed a
>> buzzword from a more senior manager or (more likely) a
>> corporate-sponsored newsletter/magazine?
>>
>>   
> 
> 
> I'm not sure.
> ;-)
> Maybe he just wants to go with a commercial package.
> 
> I will try to figure out what he actually wants.

Do exactly that. Before starting work on anything, ask that they provide
(in writing) a clear definition of what it is they want and what
standard they require that you follow. And if they refuse, advise them
that your requirements analysis requires it and that you cannot produce
a standards-compliant software design description without it.

:D

-- 
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 dominic.hargreaves at oucs.ox.ac.uk  Fri Jan  9 09:50:52 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Fri, 9 Jan 2009 14:50:52 +0000
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <7B7881568CF40E4388B615CD06F87B98098828@clara.maurer-it.com>
References: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>
	<20090108150647.GH23773@gunboat-diplomat.oucs.ox.ac.uk>
	<7B7881568CF40E4388B615CD06F87B98098828@clara.maurer-it.com>
Message-ID: <20090109145052.GE7803@gunboat-diplomat.oucs.ox.ac.uk>

On Fri, Jan 09, 2009 at 02:11:49PM +0100, Martin Maurer wrote:

> We are more or less finished with the virtual appliance, so the only open issue is the repository.
> (currently we use official Lenny and  http://debian.etc.gen.nz for rt 3.8.1 but I am not sure if this will be maintained in the future).

Sorry, I didn't fully read this section. If it's essential that you have
a repository which is maintained for lenny during its lifetime in the
long-term and suitable for being maintained for an "appliance" where
there is no expert local admin, I would recommend maintaining your own
repository based on the packages from Debian proper, but we can consider
maintaining one on alioth.debian.org if that makes the most sense.

Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From ktm at rice.edu  Fri Jan  9 09:55:07 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 9 Jan 2009 08:55:07 -0600
Subject: [rt-users] RT3 and ITIL
In-Reply-To: <4967635C.7060309@ultra-secure.de>
References: <496738BD.7000400@ultra-secure.de>
	<20090109134412.GK15685@bestpractical.com>
	<4967554A.6010803@jennic.com> <4967635C.7060309@ultra-secure.de>
Message-ID: <20090109145507.GW4930@it.is.rice.edu>

On Fri, Jan 09, 2009 at 03:46:52PM +0100, Rainer Duffner wrote:
> Mike Peachey schrieb:
> > Jesse Vincent wrote:
> >   
> >> Does
> >> your boss know which of the ITIL areas/practices/functions he's looking
> >> to implement?
> >>     
> >
> > Sorry.. I *HAVE* to chip in here having been on the receiving end before:
> >
> > Does your boss know what ITIL means? Or has he just been handed a
> > buzzword from a more senior manager or (more likely) a
> > corporate-sponsored newsletter/magazine?
> >
> >   
> 
> 
> I'm not sure.
> ;-)
> Maybe he just wants to go with a commercial package.
> 
> I will try to figure out what he actually wants.
> I can install and configure RT on a weekend (started using it seriously
> with 3.4), but figuring out the processes beyond the built-in stuff
> takes way longer.
> And I can't do that alone, because whatever I implement will most likely
> be wrong in the eyes of the people who decide on it.
> 
> 
> 
> Rainer

Having just been through some ITIL training, RT has the flixibility
to easily support any ITIL processes that you would wish to provide.
As others have mentioned, getting agreement and support from management
is often difficult. There is a tendency to believe that a commercial
product that is branded as ITIL compliant will make it all magically
happen. It will not and ITIL is very clear about not providing
implementations, only guidelines and a framework to be used in your
own implementation. For example, we use the RT approvals process as
a piece of our change management process. A commercial package may
or may not be right for your organization, but what is true is that
the amount of configuration needed to support your internal ITIL
processes will be similiar indepedent of your tool.

Good luck,
Ken


From Richard.Foley at rfi.net  Fri Jan  9 10:19:26 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 9 Jan 2009 16:19:26 +0100
Subject: [rt-users] RT3 and ITIL
In-Reply-To: <4967635C.7060309@ultra-secure.de>
References: <496738BD.7000400@ultra-secure.de> <4967554A.6010803@jennic.com>
	<4967635C.7060309@ultra-secure.de>
Message-ID: <200901091619.26903.Richard.Foley@rfi.net>

On Friday 09 January 2009 15:46:52 Rainer Duffner wrote:
> Mike Peachey schrieb:
> > Jesse Vincent wrote:
> >   
> >> Does your boss know which of the ITIL areas/practices/functions he's 
> >> looking to implement?
> >
> > Sorry.. I *HAVE* to chip in here having been on the receiving end before:
> >
> > Does your boss know what ITIL means?
> > 
> I'm not sure.
> ;-)
> Maybe he just wants to go with a commercial package.
> 
If your boss really wants to throw some money at a solution, (if that will 
make him/her feel better, I'm sure you can get RT installed and customized 
via the people who develop it:

	http://bestpractical.com/services/installation.html

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/


From berrebi at yahoo-inc.com  Fri Jan  9 11:33:41 2009
From: berrebi at yahoo-inc.com (Remy Berrebi)
Date: Fri, 09 Jan 2009 17:33:41 +0100
Subject: [rt-users] how to display actual ticket ID/Number in "On create"
	template?
Message-ID: <49677C65.6030707@yahoo-inc.com>

hi,
i'm using the Approval example on wiki and it's fine, but i want that 
approval user receive an email with direct URL of ticket created after 
approval request submission...

and i don't find how to do it :-( here is my  template :

===Create-Ticket: aproval
Subject: Approval needed for : {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: cma
Type: approval
Owner: doe
Content: Hi,

a request been created :

<URL: {$RT::WebURL}Ticket/Display.html?id={$Tickets{'TOP'}->id} >

with subject : "{$Tickets{'TOP'}->Subject}"


to approve this CMR you need to TAKE and OPEN the following Ticket :

<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >   <========= 
this not work! :-(

and go to "Approval link" here :

    {$RT::WebURL}Approvals/


thansk a lot,

regards,
ENDOFCONTENT



on apache error log i can read :

Ticket creation failed: Can't call method "id" on an undefined value at 
template line 20.


ticket submited is not see as approval pending and approval ticket is 
not created because of this error in log ...

please does anybody can help?


From berrebi at yahoo-inc.com  Fri Jan  9 11:35:30 2009
From: berrebi at yahoo-inc.com (Remy Berrebi)
Date: Fri, 09 Jan 2009 17:35:30 +0100
Subject: [rt-users] close ticket that is "parent" of a depend on (child)
 ticket?
In-Reply-To: <4964EE9C.6030909@yahoo-inc.com>
References: <4964EE9C.6030909@yahoo-inc.com>
Message-ID: <49677CD2.60100@yahoo-inc.com>

hi,

after reading me again, i fell that i'm not clear ...

on approval example, you need to create a ticket "A" on queue "Request". 
this create a "Child" ticket "B" as "approval" ...

i would like to close ticket "A" when ticket "B" is approved (resolved)...

any idea?
regards,

Remy Berrebi wrote:
> hi again,
> as all new user, i have many question :)
> is it a way to close a ticket when the child ticket is closed and resolved?
> thnaks a lot,
> regards,
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From scott at remc1.org  Fri Jan  9 11:02:42 2009
From: scott at remc1.org (Scott Sherrill)
Date: Fri, 09 Jan 2009 11:02:42 -0500
Subject: [rt-users] 3.8.1 and RTAddressRegexp
Message-ID: <49677522.3050102@remc1.org>

Our RT server (support.remc1.net) has three email addresses forwarding
in for email requests.

support at support.remc1.net
support at remc1.net -> support at support.remc1.net
helpdesk at bhkfirst.org -> support at remc1.net

Since upgrading to 3.8.1 (from 3.6.X), any mail sent in from an address
other than support at support.remc1.net does not generate an autoreply.

All followup correspondence does deliver fine.

I thought the issue was in either
RedistributeAutoGeneratedMessages or RTAddressRegexp

I have tried many combinations of settings for those two variables but
no change has happened.  Am I looking in the wrong spot?

I have also for fun tried modifying the scrip Create - Requestors and
changed it from Autoreply to Requestors to Notify Requestors - that
didn't work either.

Am I going down the wrong track?

Thanks in advance for any pointers,

Scott

Logs for the initial transaction are:
Jan  9 10:22:21 support RT:
<rt-3.8.1-21109-1231514541-737.28063-18-0 at remc1.net>  The incoming
message was autogenerated. Not redistributing this message to
unprivileged users based on site configuration.
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:780)
Jan  9 10:22:21 support RT:
<rt-3.8.1-21109-1231514541-1930.28063-4-0 at remc1.net>  The incoming
message was autogenerated. Not redistributing this message to
unprivileged users based on site configuration.
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:780)
Jan  9 10:22:21 support RT:
<rt-3.8.1-21109-1231514541-123.28063-17-0 at remc1.net>  The incoming
message was autogenerated. Not redistributing this message to
unprivileged users based on site configuration.
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:780)
Jan  9 10:22:21 support RT:
<rt-3.8.1-21109-1231514541-1483.28063-3-0 at remc1.net>  The incoming
message was autogenerated. Not redistributing this message to
unprivileged users based on site configuration.
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:780)
Jan  9 10:22:21 support RT:
<rt-3.8.1-21109-1231514541-1483.28063-3-0 at remc1.net>
scott at hancock.k12.mi.us was blacklisted for outbound mail on this
transaction. Skipping (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:812)
Jan  9 10:22:21 support RT:
<rt-3.8.1-21109-1231514541-737.28063-18-0 at remc1.net> #28063/491008 -
Scrip 18 Create - AdminCCs
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
Jan  9 10:22:21 support RT:
<rt-3.8.1-21109-1231514541-737.28063-18-0 at remc1.net> No recipients
found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
Jan  9 10:22:22 support RT:
<rt-3.8.1-21109-1231514541-1930.28063-4-0 at remc1.net> #28063/491008 -
Scrip 4 Create - CCs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
Jan  9 10:22:22 support RT:
<rt-3.8.1-21109-1231514541-1930.28063-4-0 at remc1.net> sent  To:
djarvi at remc1.org, josh at remc1.org, leo at remc1.org, mike at remc1.org,
scott at remc1.org, ted at remc1.org
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
Jan  9 10:22:22 support RT:
<rt-3.8.1-21109-1231514541-123.28063-17-0 at remc1.net> #28063/491008 -
Scrip 17 Create - Owner (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
Jan  9 10:22:22 support RT:
<rt-3.8.1-21109-1231514541-123.28063-17-0 at remc1.net> No recipients
found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
Jan  9 10:22:22 support RT:
<rt-3.8.1-21109-1231514541-1483.28063-3-0 at remc1.net> #28063/491008 -
Scrip 3 Create - Requestors
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
Jan  9 10:22:22 support RT:
<rt-3.8.1-21109-1231514541-1483.28063-3-0 at remc1.net> No recipients
found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
Jan  9 10:22:22 support RT: Ticket 28063 created in queue 'General' by
scott at hancock.k12.mi.us (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)






From KFCrocker at lbl.gov  Fri Jan  9 12:08:06 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 09 Jan 2009 09:08:06 -0800
Subject: [rt-users] No response
Message-ID: <49678476.6030608@lbl.gov>

To all,


     I sent this before and got no response. Is it showing?

	We are planning to move up to 3.8.2 soon (a month?). One of the things 
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.


Kenn
LBNL



From KFCrocker at lbl.gov  Fri Jan  9 12:11:14 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 09 Jan 2009 09:11:14 -0800
Subject: [rt-users] Another No response
Message-ID: <49678532.30707@lbl.gov>

To all,


     I also sent this and received no response. I'm wondering if they 
are getting thru?

	We have many users that like to create their own tickets from the email 
they get from their users (requestors). That way they can copy the part 
of the email body that makes sense and leave out all the redundant 
verbage, etc. The problem lies in the fact that when they copy & paste 
the portion of the email body they want (which may be a couple 
paragraphs), the content gets slammed together with no line delimiters 
or carriage returns in any field they put it in, whether it be a Custom 
Field, Comment, or whatever. Does anyone have an idea on how to correct 
this? Thanks.


Kenn
LBNL



From jesse at bestpractical.com  Fri Jan  9 12:20:33 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Jan 2009 12:20:33 -0500
Subject: [rt-users] Text::Template versions (was Re: [Rt-announce]
	RT	3.8.2 Released)
In-Reply-To: <20090108174147.GJ23773@gunboat-diplomat.oucs.ox.ac.uk>
References: <E3BB0EAC-8A9A-4973-A496-82FDD87C8C9A@bestpractical.com>
	<20090108174147.GJ23773@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20090109172033.GG265@17h.local>




On Thu  8.Jan'09 at 17:41:48 +0000, Dominic Hargreaves wrote:
> On Wed, Jan 07, 2009 at 09:34:44AM -0500, Kevin Falcone wrote:
> 
> > * newer Text::Template which claims to have fixed the T:: cleanup,  
> > otherwise
> >  scrips in batch stage may be delayed [sartak]
> 
> I note you have declared a dependency on Text::Template 1.45.
> 
> Examining the changes between Text::Template 1.44 (which is nearly 6
> years old) and 1.45 (released last year) I can't see a single code
> change. The only things that changes are the documentation, package
> metadata, version numbers, and test suite. There's also no changelog
> entry for 1.45 in the distribution.
>

For 3.8.3, we'll be backing down the dependency to Text::Template 1.44

-jesse 
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From Narendra.Mehta at sce.carleton.ca  Fri Jan  9 12:28:44 2009
From: Narendra.Mehta at sce.carleton.ca (Narendra Mehta)
Date: Fri, 09 Jan 2009 12:28:44 -0500
Subject: [rt-users] RT 3.8.2 prompts for login when viewing tickets via
	search
Message-ID: <4967894C.3000202@sce.carleton.ca>



I had a version RT 3.6.4 running on RHEL 4. mysql-4.1. mod_fastcgi-2.4.2 
without any problem

I installed 3.8.1 on an RHEL 5 with mod_fastcgi-2.4.6 and perl-5.9 on a 
different hardware.  Then upgraded to 3.8.2.  Dumped the mysql rt3 
database from 3.6.4 and restored it on 3.8.2.    Ran rt-setup-database 
to upgrade the tables.

I can login to RT 3.8.2, create and process tickets for tickets shows in 
"10 newest unowned tickets", no problem.  However, any thing that 
involves searches prompts me for the login/password.  For example, on 
the "quick search" I click on my queue "general", I get a list of all 
the tickets.  When I click on one of the ticket #, I get the login 
prompt.  When I login, the ticket# is properly displayed and I can work 
on it.

Similarly, on the search button at the top, if I enter a ticket number 
the ticket is displayed and I can work on the ticket.  However, if I 
enter any search text in the "search" field, the login prompt is displayed.

Did I miss any steps?

Thanks
*-------------------------------------------------------------------*
|Narendra Mehta             Email: Narendra.Mehta at sce.carleton.ca   |
|Computer Systems Manager   Tel: (613) 520-5737 Fax: (613) 520-5727 |
|                                                                   |
|Carleton University, Systems and Computer Engineering Department   |
|1125 Colonel By Drive, Ottawa, Ontario, Canada K1S 5B6             |
*-------------------------------------------------------------------*




From jmoseley at corp.xanadoo.com  Fri Jan  9 12:32:13 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 9 Jan 2009 11:32:13 -0600
Subject: [rt-users] No response
In-Reply-To: <49678476.6030608@lbl.gov>
Message-ID: <OFAAE474EB.53040DB7-ON86257539.00601D6D-86257539.00605370@corp.xanadoo.com>






>To all,
>
>
>     I sent this before and got no response. Is it showing?
>
>            We are planning to move up to 3.8.2 soon (a month?). One of
the things
>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.

No, your emails are showing up just fine.  What exactly are they seeing and
on what screen?  Perhaps a screenshot might help.  I have a test box
running 3.8.2 and don't see anything like that.  Is this 'modify ticket'
operation something custom?

James




From jmoseley at corp.xanadoo.com  Fri Jan  9 12:36:08 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 9 Jan 2009 11:36:08 -0600
Subject: [rt-users] RT 3.8.2 prompts for login when viewing tickets
	via	search
In-Reply-To: <4967894C.3000202@sce.carleton.ca>
Message-ID: <OFE62E0A71.5C21209B-ON86257539.006099D7-86257539.0060AF71@corp.xanadoo.com>

Did you complete step four in UPGRADING.mysql?


James Moseley




                                                                           
             Narendra Mehta                                                
             <Narendra.Mehta at s                                             
             ce.carleton.ca>                                            To 
             Sent by:                  rt-users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] RT 3.8.2 prompts for     
                                       login when viewing tickets via      
             01/09/2009 11:28          search                              
             AM                                                            
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           






I had a version RT 3.6.4 running on RHEL 4. mysql-4.1. mod_fastcgi-2.4.2
without any problem

I installed 3.8.1 on an RHEL 5 with mod_fastcgi-2.4.6 and perl-5.9 on a
different hardware.  Then upgraded to 3.8.2.  Dumped the mysql rt3
database from 3.6.4 and restored it on 3.8.2.    Ran rt-setup-database
to upgrade the tables.

I can login to RT 3.8.2, create and process tickets for tickets shows in
"10 newest unowned tickets", no problem.  However, any thing that
involves searches prompts me for the login/password.  For example, on
the "quick search" I click on my queue "general", I get a list of all
the tickets.  When I click on one of the ticket #, I get the login
prompt.  When I login, the ticket# is properly displayed and I can work
on it.

Similarly, on the search button at the top, if I enter a ticket number
the ticket is displayed and I can work on the ticket.  However, if I
enter any search text in the "search" field, the login prompt is displayed.

Did I miss any steps?

Thanks
*-------------------------------------------------------------------*
|Narendra Mehta             Email: Narendra.Mehta at sce.carleton.ca   |
|Computer Systems Manager   Tel: (613) 520-5737 Fax: (613) 520-5727 |
|                                                                   |
|Carleton University, Systems and Computer Engineering Department   |
|1125 Colonel By Drive, Ottawa, Ontario, Canada K1S 5B6             |
*-------------------------------------------------------------------*


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

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


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




From jesse at bestpractical.com  Fri Jan  9 12:56:20 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Jan 2009 12:56:20 -0500
Subject: [rt-users] upgrading to 3.8.2 from versions prior to 3.8.x
In-Reply-To: <OF8C335B64.D73C0D4D-ON86257539.00504F9D-86257539.00506CDB@corp.xanadoo.com>
References: <20090109140916.GQ15685@bestpractical.com>
	<OF8C335B64.D73C0D4D-ON86257539.00504F9D-86257539.00506CDB@corp.xanadoo.com>
Message-ID: <20090109175620.GI265@17h.local>


> >the 3.8.0 updates, run the script and continue. Documentation patches
> >would be lovely.
> 
> How's this for a start:

Thanks. Applied with some tweaks
> 
> --- UPGRADING.mysql     2009-01-06 19:15:20.000000000 -0600
> +++ UPGRADING.mysql.patched     2009-01-09 08:34:51.000000000 -0600
> @@ -19,7 +19,7 @@
> 
>  2) Follow instructions in the README file to step 7.
> 
> -3) Apply changes described in step 7, but only up to version 3.8.0.
> +3) Apply changes described in step 7, but only up to and not including
> version 3.8.0.
> 
>  4) Apply the MySQL 4.0->4.1 schema changes. Included in RT is the script
>  etc/upgrade/upgrade-mysql-schema.pl that generates SQL queries to upgrade
> the database's schema. Run it:
> @@ -40,8 +40,8 @@
>  your database from the backup you made at step 1) and send a report to the
>  rt-users at lists.bestpractical.com mailing list.
> 
> -7) Continue from step 7 in the README and apply other upgrade scripts and
> follow
> -other steps.
> +7) Continue from step 7 in the README and apply other mysql upgrade
> scripts and follow
> +remaining steps.
> 
>  8) Test everything. The most important parts you have to test:
>  * binary attachments, like docs, PDFs, and images
> 
> James
> 
> 
> 

-- 
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From aaron at guise.net.nz  Fri Jan  9 15:00:16 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Sat, 10 Jan 2009 09:00:16 +1300
Subject: [rt-users] Upgrade trouble 3.8.1
In-Reply-To: <20090109134605.GM15685@bestpractical.com>
References: <c8c01a250901090346v2b923d0br99753ec75a542726@mail.gmail.com>
	<20090109134605.GM15685@bestpractical.com>
Message-ID: <c8c01a250901091200k687298adhce39d6266d37d869@mail.gmail.com>

yeah,  I had followed those instructions too.  On all binary atachments I am
now getting an error saying the attachment cannot be displayed, because it
contains errors.

On Sat, Jan 10, 2009 at 2:46 AM, Jesse Vincent <jesse at bestpractical.com>wrote:

>
>
>
> On Sat, Jan 10, 2009 at 12:46:24AM +1300, Aaron Guise wrote:
> > Hi,
> >
> > I have applied the updates to the schema but whenever I try to view an
> > attached image I get this instead;
> > [image: http://hamrttest/Ticket/Attachment/235/90/image001.jpg]
> > http://hamrttest/Ticket/Attachment/235/90/image001.jpg
> >
> > This is instead of any binary type attachments.  However when running
> 3.8.0
> > I can view the attachments all correctly. Any ideas where to go from
> here?
>
>
> My guess is that it's related to the instructions in UPGRADING.mysql in
> the RT distribution, but I can't really tell, as it doesn't appear that
> an image was actually in the mail you sent.
>
> Best,
> Jesse
> >
> > *Regards,*
> >
> > *Aaron Guise
> >   07 854 7824
> > 027 212 6638
> > aaron at guise.net.nz
> >  *
>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> --
>
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From KFCrocker at lbl.gov  Fri Jan  9 16:20:24 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 09 Jan 2009 13:20:24 -0800
Subject: [rt-users] No response
In-Reply-To: <OFAAE474EB.53040DB7-ON86257539.00601D6D-86257539.00605370@corp.xanadoo.com>
References: <OFAAE474EB.53040DB7-ON86257539.00601D6D-86257539.00605370@corp.xanadoo.com>
Message-ID: <4967BF98.6020108@lbl.gov>

James,


	Actually, the Custom Fields are all over the place, even though we set 
up the sequence for the queue (Config->Queues->select Queue->Custom 
Fields). What I was hoping was that the queue setting would actually 
work in 3.8.2 (it doesn't in 3.6.4 which is what we have) and perhaps 
even allow a user to move some fields way to the right. I ask this 
because I thought that in 3.8.X a user was supposed to be able to modify 
the way all their screens looked. Thanks.


Kenn
LBNL

On 1/9/2009 9:32 AM, jmoseley at corp.xanadoo.com wrote:
> 
> 
> 
> 
>> To all,
>>
>>
>>     I sent this before and got no response. Is it showing?
>>
>>            We are planning to move up to 3.8.2 soon (a month?). One of
> the things
>> 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.
> 
> No, your emails are showing up just fine.  What exactly are they seeing and
> on what screen?  Perhaps a screenshot might help.  I have a test box
> running 3.8.2 and don't see anything like that.  Is this 'modify ticket'
> operation something custom?
> 
> James
> 
> 
> 



From thierry.thelliez.tech at gmail.com  Fri Jan  9 19:35:26 2009
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Fri, 9 Jan 2009 17:35:26 -0700
Subject: [rt-users] SelfService for Privileged users?
Message-ID: <42f5c4430901091635i5926d34j4005138d4c80bf2a@mail.gmail.com>

Is there a setting somewhere to 'force' the UI for privileged users to
use the SelfService pages?

Thanks,
Thierry


From stroke_of_death at yahoo.com  Sat Jan 10 02:24:07 2009
From: stroke_of_death at yahoo.com (Sean)
Date: Fri, 9 Jan 2009 23:24:07 -0800 (PST)
Subject: [rt-users] Richtext spell checker
In-Reply-To: <20081012135000.GH1604@68-247-5-237.area3.spcsdns.net>
Message-ID: <98509.29024.qm@web58704.mail.re1.yahoo.com>

Has anyone got this working? I've spent 16+ hours trying to get this to
work. It seems simple enough. i got past the part where it was saying page not found, and now just get php script errors in the spellchecker.php

Thanks.


--- On Sun, 10/12/08, Jesse Vincent <jesse at bestpractical.com> wrote:

> From: Jesse Vincent <jesse at bestpractical.com>
> Subject: Re: [rt-users] Richtext spell checker
> To: "Alex Young" <alexyoung at scoutsolutions.co.uk>
> Cc: rt-users at lists.bestpractical.com
> Date: Sunday, October 12, 2008, 6:50 AM
> On Thu  9.Oct'08 at 21:25:34 +0100, Alex Young wrote:
> >    Anyone managed to get Aspell working in FCK editor
> in RT?
> > 
> 
> Alex,
> 
> I believe you need to set up a bit more custom handling for
> FCK's
> spelling system. We haven't pushed very hard at this --
> as we've 
> worked with clients, we've found that browser-based
> spellcheckers 
> basically ALWAYS work better.
> 
> Best,
> Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Sat Jan 10 17:48:09 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Sat, 10 Jan 2009 22:48:09 -0000
Subject: [rt-users] Richtext spell checker
In-Reply-To: <98509.29024.qm@web58704.mail.re1.yahoo.com>
References: <20081012135000.GH1604@68-247-5-237.area3.spcsdns.net>
	<98509.29024.qm@web58704.mail.re1.yahoo.com>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFEB0A@s-wor-e-001.SCOUTSOFFICE.local>

I haven't looked into it any further after spending too long mucking
about with it. I will look at it again some time.

If you get it working please let me know how you manage it.

-----Original Message-----
From: Sean [mailto:stroke_of_death at yahoo.com] 
Sent: 10 January 2009 07:24
To: Alex Young; Jesse Vincent
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Richtext spell checker

Has anyone got this working? I've spent 16+ hours trying to get this to
work. It seems simple enough. i got past the part where it was saying
page not found, and now just get php script errors in the
spellchecker.php

Thanks.


--- On Sun, 10/12/08, Jesse Vincent <jesse at bestpractical.com> wrote:

> From: Jesse Vincent <jesse at bestpractical.com>
> Subject: Re: [rt-users] Richtext spell checker
> To: "Alex Young" <alexyoung at scoutsolutions.co.uk>
> Cc: rt-users at lists.bestpractical.com
> Date: Sunday, October 12, 2008, 6:50 AM
> On Thu  9.Oct'08 at 21:25:34 +0100, Alex Young wrote:
> >    Anyone managed to get Aspell working in FCK editor
> in RT?
> > 
> 
> Alex,
> 
> I believe you need to set up a bit more custom handling for
> FCK's
> spelling system. We haven't pushed very hard at this --
> as we've 
> worked with clients, we've found that browser-based
> spellcheckers 
> basically ALWAYS work better.
> 
> Best,
> Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 aaron at guise.net.nz  Sat Jan 10 21:40:05 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Sun, 11 Jan 2009 15:40:05 +1300
Subject: [rt-users] Upgrading from RT 3.6.5 to 3.8.0
Message-ID: <c8c01a250901101840o7d8166e5k5f4ada4967944a25@mail.gmail.com>

Hi,

Was following instructions re: upgrading. upon running the upgrade script I
get the below error when hitting the 3.7.82 update.  Anyone have any ideas
where I should look in order to resolve this one?

Working with:
Type:   mysql
Host:
Name:   rt3
User:   rt_user
DBA:    root
Enter RT version you're upgrading from: 3.6.5
Going to apply following upgrades:
* 3.7.1
* 3.7.3
* 3.7.10
* 3.7.15
* 3.7.19
* 3.7.81
* 3.7.82
* 3.7.85
* 3.7.86
* 3.7.87
* 3.8.0
HI THERE IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.7.1
Processing 3.7.3
Now populating database schema.
Processing 3.7.10
Processing 3.7.15
Processing 3.7.19
Processing 3.7.81
Now populating database schema.
[Sun Jan 11 02:29:24 2009] [crit]: DBD::mysql::st execute failed: Duplicate
key name 'CachedGroupMembers3' at /opt/rt3/sbin/../lib/RT/Handle.pm line
463. (/opt/rt3/sbin/../lib/RT.pm:375)
DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at
/opt/rt3/sbin/../lib/RT/Handle.pm line 463.

*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aaron at guise.net.nz
 *
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From micah at onshore.com  Sat Jan 10 23:46:07 2009
From: micah at onshore.com (Micah Gersten)
Date: Sat, 10 Jan 2009 22:46:07 -0600
Subject: [rt-users] Consistency check script?
Message-ID: <4969798F.9010307@onshore.com>

We lost a DB and had an old backup.  We reran all the binlogs that we
had, but there was some missing data that's causing problems now when
trying to use RT.  Mainly missing users and groups.  Does someone have a
script that can check the DB and purge anything that's not consistent
such as Watchers and requestors on tickets?

-- 


Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com



From aaron at guise.net.nz  Sun Jan 11 06:19:38 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Mon, 12 Jan 2009 00:19:38 +1300
Subject: [rt-users] Images corrupted after upgrade to 3.8.0
Message-ID: <c8c01a250901110319w1f4053c2wd4dfbc80c83dc7ad@mail.gmail.com>

Hi,

Just recently have updated to RT-3.8.0 unfortuately it appears that all
images whom were stored in the database have been slightly corrupted.
However all other binary type attachments seem to be ok.

I have run both the schema upgrade to upgrade the database objects along
with the instructions found in UPGRADING.mysql.  Any thoughts on why this
might be? database was dumped with default-character-set=binary.

*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aaron at guise.net.nz
 *
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From aaron at guise.net.nz  Sun Jan 11 06:22:25 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Mon, 12 Jan 2009 00:22:25 +1300
Subject: [rt-users] Images corrupted after upgrade to 3.8.0
In-Reply-To: <c8c01a250901110319w1f4053c2wd4dfbc80c83dc7ad@mail.gmail.com>
References: <c8c01a250901110319w1f4053c2wd4dfbc80c83dc7ad@mail.gmail.com>
Message-ID: <c8c01a250901110322u2177b093o708290a4ea2a08c@mail.gmail.com>

Correction, it actually appears to have broken the majority of binary
attachments.  There are only a couple that I have found to work.

On Mon, Jan 12, 2009 at 12:19 AM, Aaron Guise <aaron at guise.net.nz> wrote:

> Hi,
>
> Just recently have updated to RT-3.8.0 unfortuately it appears that all
> images whom were stored in the database have been slightly corrupted.
> However all other binary type attachments seem to be ok.
>
> I have run both the schema upgrade to upgrade the database objects along
> with the instructions found in UPGRADING.mysql.  Any thoughts on why this
> might be? database was dumped with default-character-set=binary.
>
> *Regards,*
>
> *Aaron Guise
>   07 854 7824
> 027 212 6638
> aaron at guise.net.nz
>  *
>
>
>
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From aaron at guise.net.nz  Sun Jan 11 06:52:11 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Mon, 12 Jan 2009 00:52:11 +1300
Subject: [rt-users] Images corrupted after upgrade to 3.8.0
In-Reply-To: <c8c01a250901110319w1f4053c2wd4dfbc80c83dc7ad@mail.gmail.com>
References: <c8c01a250901110319w1f4053c2wd4dfbc80c83dc7ad@mail.gmail.com>
Message-ID: <c8c01a250901110352y13b18898ibaef5f920b55fae0@mail.gmail.com>

Problem is resolved.  I re-dumped the sql for attachments.  then dumped all
other tables separately too.  completed a new "make install" and "make
initialize-database" imported all the other table data and then imported the
attachments.

This has been bothering me a while so is great to be finally resolved, so
can upgrade our production server.

On Mon, Jan 12, 2009 at 12:19 AM, Aaron Guise <aaron at guise.net.nz> wrote:

> Hi,
>
> Just recently have updated to RT-3.8.0 unfortuately it appears that all
> images whom were stored in the database have been slightly corrupted.
> However all other binary type attachments seem to be ok.
>
> I have run both the schema upgrade to upgrade the database objects along
> with the instructions found in UPGRADING.mysql.  Any thoughts on why this
> might be? database was dumped with default-character-set=binary.
>
> *Regards,*
>
> *Aaron Guise
>   07 854 7824
> 027 212 6638
> aaron at guise.net.nz
>  *
>
>
>
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From monti.mail at gmail.com  Sun Jan 11 09:06:59 2009
From: monti.mail at gmail.com (Monti gmail)
Date: Sun, 11 Jan 2009 16:06:59 +0200
Subject: [rt-users] Self service error on page IE 6
In-Reply-To: <20090109133627.GH1341@174-147-68-2.pools.spcsdns.net>
References: <b754bdf50812240247p5b778c06x654791c28df47d04@mail.gmail.com>
	<b754bdf50901080731o54af59ecv9bd27e887c289a91@mail.gmail.com>
	<20090109133627.GH1341@174-147-68-2.pools.spcsdns.net>
Message-ID: <b754bdf50901110606j4f8cb7c1q9740649fa49de30b@mail.gmail.com>

Thank you Jesse for your reply.
I am running latest RT 3.2.8 and i also validate it using IE6 and it
is working fine, however my customer is using IE6 which gets this
error.

For now I have disabled rich text from config file.

If you have any solution for this problem I will be happy to re-enable
rich text editing.

On Fri, Jan 9, 2009 at 3:36 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
> On Thu  8.Jan'09 at 17:31:47 +0200, Monti gmail wrote:
>> Hi all,
>>
>> I have a customer which uses the Self Service HTTP interface using IE 6.0
>> The customer complains he cannot see the "issue description" text box
>> when trying to submit new issue.
>
>
> Monti,
>
> You don't mention what version of RT you're using. If you're not yet on
> 3.8.2, can you upgrade and test the current release?
>
> It sounds like there's an issue with FCKEditor for your IE6 user. We've
> tested RT with IE6 a fair bit and never ran into this (as far as I
> know).
>
> As a last resort, you can disable RT's rich text support from the config file.
>
> Best,
> Jesse
>
>> he gets error on page with the following:
>>
>> Line: 124
>> Char: 2
>> Error: Object expected
>> Code:0
>> URL: http://Server.URL/NoAuth/RichText/editor/fckeditor.html?InstanceName=Content&Toolbar=Default
>>
>> It is working fine with IE7 and FF 3.0
>>
>> any ideas how to fix it?
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 monti.mail at gmail.com  Sun Jan 11 09:38:53 2009
From: monti.mail at gmail.com (Monti gmail)
Date: Sun, 11 Jan 2009 16:38:53 +0200
Subject: [rt-users] Fwd: Self service group view
In-Reply-To: <b754bdf50812100717p315e93b1n64212b85e67542cf@mail.gmail.com>
References: <b754bdf50812100717p315e93b1n64212b85e67542cf@mail.gmail.com>
Message-ID: <b754bdf50901110638p6f2970efo224216f22891d854@mail.gmail.com>

Hello all,

Can I provide a self service users a group visibility?

I have a queue name "Test" and a group name "Test Group".
The 'Test Group" has the following rights:
AssignCustomFields
CommentOnTicket
CreateTicket
ModifyTicket
ReplyToTicket
SeeQueue
ShowTicket

This group requires that each group member tickets will be visible for
all of the group member, currently each member see only his own
tickets.

how can i achieve it?

thanks,


From tariq.doukkali at autoform.de  Mon Jan 12 04:48:30 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Mon, 12 Jan 2009 10:48:30 +0100
Subject: [rt-users] Costum filed search on RT 3.2.1 does not  work
Message-ID: <192B76E92530564BAAB9DD78BAE565B740FDCA64D3@chexchange.autoform.com>

Hello,

the search in a costum filed on RT 3.2.1 does not  work. I find, that this is a known bag on RT 3.2.1, but I can`t find any Information to fix it.

Thanks

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From jesse at bestpractical.com  Mon Jan 12 08:33:41 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 12 Jan 2009 08:33:41 -0500
Subject: [rt-users] Costum filed search on RT 3.2.1 does not  work
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B740FDCA64D3@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B740FDCA64D3@chexchange.autoform.com>
Message-ID: <20090112133341.GA9961@bestpractical.com>


> the search in a costum filed on RT 3.2.1 does not  work. I find, that this is a known bag on RT 3.2.1, but I can`t find any Information to fix it.

For what it's worth, custom field search has been rewritten several
times since RT 3.2.1.  If you're wedded to RT 3.2 (now 3 major versions
out of date), I'd recommend coming up to RT 3.2.3 for testing at the
very least.



From jesse at bestpractical.com  Mon Jan 12 08:45:05 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 12 Jan 2009 08:45:05 -0500
Subject: [rt-users] Self service error on page IE 6
In-Reply-To: <b754bdf50901110606j4f8cb7c1q9740649fa49de30b@mail.gmail.com>
References: <b754bdf50812240247p5b778c06x654791c28df47d04@mail.gmail.com>
	<b754bdf50901080731o54af59ecv9bd27e887c289a91@mail.gmail.com>
	<20090109133627.GH1341@174-147-68-2.pools.spcsdns.net>
	<b754bdf50901110606j4f8cb7c1q9740649fa49de30b@mail.gmail.com>
Message-ID: <20090112134505.GE9961@bestpractical.com>




On Sun, Jan 11, 2009 at 04:06:59PM +0200, Monti gmail wrote:
> Thank you Jesse for your reply.
> I am running latest RT 3.2.8 and i also validate it using IE6 and it
> is working fine, however my customer is using IE6 which gets this
> error.

That strongly suggests to me that one of you isn't patched up to current
or has some strange security settings or plugins.  Can anybody else
replicate this failure on 3.8.2?

-jesse
> 
> For now I have disabled rich text from config file.
> 
> If you have any solution for this problem I will be happy to re-enable
> rich text editing.
> 
> On Fri, Jan 9, 2009 at 3:36 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
> >
> >
> >
> > On Thu  8.Jan'09 at 17:31:47 +0200, Monti gmail wrote:
> >> Hi all,
> >>
> >> I have a customer which uses the Self Service HTTP interface using IE 6.0
> >> The customer complains he cannot see the "issue description" text box
> >> when trying to submit new issue.
> >
> >
> > Monti,
> >
> > You don't mention what version of RT you're using. If you're not yet on
> > 3.8.2, can you upgrade and test the current release?
> >
> > It sounds like there's an issue with FCKEditor for your IE6 user. We've
> > tested RT with IE6 a fair bit and never ran into this (as far as I
> > know).
> >
> > As a last resort, you can disable RT's rich text support from the config file.
> >
> > Best,
> > Jesse
> >
> >> he gets error on page with the following:
> >>
> >> Line: 124
> >> Char: 2
> >> Error: Object expected
> >> Code:0
> >> URL: http://Server.URL/NoAuth/RichText/editor/fckeditor.html?InstanceName=Content&Toolbar=Default
> >>
> >> It is working fine with IE7 and FF 3.0
> >>
> >> any ideas how to fix it?
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: 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 Narendra.Mehta at sce.carleton.ca  Mon Jan 12 16:39:55 2009
From: Narendra.Mehta at sce.carleton.ca (Narendra Mehta)
Date: Mon, 12 Jan 2009 16:39:55 -0500
Subject: [rt-users] RT 3.8.2 prompts for login when viewing tickets via
 search
In-Reply-To: <OFE62E0A71.5C21209B-ON86257539.006099D7-86257539.0060AF71@corp.xanadoo.com>
References: <OFE62E0A71.5C21209B-ON86257539.006099D7-86257539.0060AF71@corp.xanadoo.com>
Message-ID: <496BB8AB.90805@sce.carleton.ca>


Thanks James.  I thought I did not have to apply the schema changes 
(etc/upgrade/upgrade-mysql-schema.pl) since I was already running mysql 
4.1.  Missed one line in the UPGRADING.mysql that says one must run the 
script even if old RT was installed on mysql 4.1 or newer.

All is fine now.

Thanks again.

Narendra Mehta

jmoseley at corp.xanadoo.com wrote on 09/01/2009 12:36 PM:
> Did you complete step four in UPGRADING.mysql?
> 
> 
> James Moseley
> 
> 
> 
> 
>                                                                            
>              Narendra Mehta                                                
>              <Narendra.Mehta at s                                             
>              ce.carleton.ca>                                            To 
>              Sent by:                  rt-users at lists.bestpractical.com    
>              rt-users-bounces@                                          cc 
>              lists.bestpractic                                             
>              al.com                                                Subject 
>                                        [rt-users] RT 3.8.2 prompts for     
>                                        login when viewing tickets via      
>              01/09/2009 11:28          search                              
>              AM                                                            
>                                                                            
>                                                                            
>                                                                            
>                                                                            
>                                                                            
> 
> 
> 
> 
> 
> 
> I had a version RT 3.6.4 running on RHEL 4. mysql-4.1. mod_fastcgi-2.4.2
> without any problem
> 
> I installed 3.8.1 on an RHEL 5 with mod_fastcgi-2.4.6 and perl-5.9 on a
> different hardware.  Then upgraded to 3.8.2.  Dumped the mysql rt3
> database from 3.6.4 and restored it on 3.8.2.    Ran rt-setup-database
> to upgrade the tables.
> 
> I can login to RT 3.8.2, create and process tickets for tickets shows in
> "10 newest unowned tickets", no problem.  However, any thing that
> involves searches prompts me for the login/password.  For example, on
> the "quick search" I click on my queue "general", I get a list of all
> the tickets.  When I click on one of the ticket #, I get the login
> prompt.  When I login, the ticket# is properly displayed and I can work
> on it.
> 
> Similarly, on the search button at the top, if I enter a ticket number
> the ticket is displayed and I can work on the ticket.  However, if I
> enter any search text in the "search" field, the login prompt is displayed.
> 
> Did I miss any steps?
> 
> Thanks
> *-------------------------------------------------------------------*
> |Narendra Mehta             Email: Narendra.Mehta at sce.carleton.ca   |
> |Computer Systems Manager   Tel: (613) 520-5737 Fax: (613) 520-5727 |
> |                                                                   |
> |Carleton University, Systems and Computer Engineering Department   |
> |1125 Colonel By Drive, Ottawa, Ontario, Canada K1S 5B6             |
> *-------------------------------------------------------------------*
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From jmoseley at corp.xanadoo.com  Mon Jan 12 17:13:08 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Mon, 12 Jan 2009 16:13:08 -0600
Subject: [rt-users] upgrade-mysql-schema.pl script
In-Reply-To: <OFE62E0A71.5C21209B-ON86257539.006099D7-86257539.0060AF71@LocalDomain>
Message-ID: <OF8431392D.0A9F3C60-ON8625753C.0079BF66-8625753C.007A0CC5@corp.xanadoo.com>

In the next release, could this script be made host-aware?  The script
currently assumes the db server is on the same host as the RT installation.
I know, it's more of a nuisance than anything, but perhaps it could be
built to use the login/host credentials in RT_SiteConfig.pm, just like the
rt-setup-database script uses.

Just a thought.  ;-)


James Moseley




From ruz at bestpractical.com  Mon Jan 12 19:07:43 2009
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 13 Jan 2009 03:07:43 +0300
Subject: [rt-users] [ANNOUNCE] RTIR 2.4.1 and RTFM 2.4.1
Message-ID: <589c94400901121607p1198c7ffo554c6ec93afcff17@mail.gmail.com>

Hello,

I'm proud to announce new stable releases of RTIR and RTFM. You can
download them from:

http://download.bestpractical.com/pub/rt/devel/RT-IR-2.4.1.tar.gz
http://download.bestpractical.com/pub/rt/devel/RT-IR-2.4.1.tar.gz.sig

http://download.bestpractical.com/pub/rt/devel/RTFM-2.4.1.tar.gz
http://download.bestpractical.com/pub/rt/devel/RTFM-2.4.1.tar.gz.sig

CHANGES IN RTFM 2.4.1
----------------

FEATURES
========
 * Allow to have more then one message box on a page, for example
 RTIR has such pages.

BUGS
====

 * Fix search by name of an article
 * Fix doc, config option RTFM_TicketCreate was spelled wrong

CHANGES IN RTIR 2.4.1
----------------

FEATURES
========
* added 'Bookmark' action for tickets in RTIR, use 'Bookmarked Tickets'
 portlet to see them on 'RTIR Home' page.
* added 'Results' subtab to appendable tabs like Link Incident,
 Link Children... This is interface people used to.
* added subtab 'New Incident' to 'Link to an Incident from a child'
 action, so people can jump away if they can not find suitable incident
* added support for RTFM on Create in RTIR, needs RTFM 2.4.1 with
 RTFM_TicketCreate option enabled.

BUGS
====

* we don't apply anymore RTIR's css files if it's not path of the RTIR
* fixed simple search layout in web2 theme
* moved 'bulk reject' link to the top right corner, like other
 similar links in RT, for example 'Edit' or 'Graph'
* dropped @results argument from Display.html, it's used by
 new ListActions in RT 3.8. People could see random hex string in
 the results box caused by this "bug"
* applied HTML classes on some boxes to be on the same wave as RT.
 Fixed some layouyt differences, box colors and other.
* added paging to LinkChildren (adding a child to an incident)

-- 
Best regards, Ruslan.


From Alan.Lu at interactivedata.com  Tue Jan 13 01:09:15 2009
From: Alan.Lu at interactivedata.com (Alan.Lu at interactivedata.com)
Date: Tue, 13 Jan 2009 17:09:15 +1100
Subject: [rt-users] upgraded to 3.8.2 now getting "MySQL server has gone
	away error"
Message-ID: <OFDFF06E00.087851FD-ONCA25753D.001E9A23-CA25753D.0021CE80@interactivedata.com>

I've just upgraded RT from 3.6.1 on a RHEL4 i386 to 3.8.2 on a RHEL5 
x86_64.
I followed instructions in README and UPGRADE.mysql and there was no 
errors during the procedure.

Now the problem is: when I create a new ticket in a queue, and if there 
are more than one user in AdminCc, then I'll get "MySQL server has gone 
away error"  in rt log as detailed below. If I just update a ticket no 
problems. If the queue only has one user in AdminCc, no problems.

Any ideas?
=========================================
[warning]: DBD::mysql::st execute failed: MySQL server has gone away at 
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. 
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Mon Jan 12 05:01:02 2009] [warning]: RT::Handle=HASH(0x2b48a2da8640) 
couldn't execute the query 'INSERT INTO Transactions (OldReference, Field, 
Type, OldValue, NewReference, NewValue, Creator, ObjectId, ReferenceType, 
Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?,
 ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm 
line 518
...
=========================================

Alan
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From chaim.rieger at gmail.com  Tue Jan 13 01:31:42 2009
From: chaim.rieger at gmail.com (chaim.rieger at gmail.com)
Date: Tue, 13 Jan 2009 06:31:42 +0000
Subject: [rt-users] upgraded to 3.8.2 now getting "MySQL server has
	goneaway error"
In-Reply-To: <OFDFF06E00.087851FD-ONCA25753D.001E9A23-CA25753D.0021CE80@interactivedata.com>
References: <OFDFF06E00.087851FD-ONCA25753D.001E9A23-CA25753D.0021CE80@interactivedata.com>
Message-ID: <341242453-1231828306-cardhu_decombobulator_blackberry.rim.net-835901533-@bxe333.bisx.prod.on.blackberry>

What's max connections in my.cnf ?


Sent via BlackBerry from T-Mobile

-----Original Message-----
From: Alan.Lu at interactivedata.com

Date: Tue, 13 Jan 2009 17:09:15 
To: <rt-users at lists.bestpractical.com>
Subject: [rt-users] upgraded to 3.8.2 now getting "MySQL server has gone
	away 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 caglar at ulakbim.gov.tr  Tue Jan 13 04:11:36 2009
From: caglar at ulakbim.gov.tr (caglar)
Date: Tue, 13 Jan 2009 11:11:36 +0200
Subject: [rt-users] RT Login Page Language and Encoding  problem
Message-ID: <496C5AC8.3060902@ulakbim.gov.tr>

Dear precious RT community, :)

I am currently having a language problem in RT 3.8.1 running on FreeBSD. 
Login page always comes in English
although I have changed the LexiconLanguages to my local language. But 
when a person login to his/her own
account RT shows up in the correct language.

I check the po files and they look ok. Then I decided to translate the 
documents in the html files. For instance instead
of <%loc("Login")%>, i directly write the equivalent of that in my 
language. But in that case rt can't show the characters
in proper way. I added

<meta http-equiv="Content-Type" content="text/html; charset=windows-1254" /><meta http-equiv="Content-Type" content="text/html; charset=iso-8859-9" />

To the header but this doesn't change anything.

I will appreciate to any kind of help or advice.

Thanx in advance,

?a?lar





From ruslan.zakirov at gmail.com  Tue Jan 13 05:38:39 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 13 Jan 2009 13:38:39 +0300
Subject: [rt-users] RT Login Page Language and Encoding problem
In-Reply-To: <496C5AC8.3060902@ulakbim.gov.tr>
References: <496C5AC8.3060902@ulakbim.gov.tr>
Message-ID: <589c94400901130238p4e0bb5davaf139c92f88cb821@mail.gmail.com>

Login page is localized according to browser settings.

If you want to replace "login" with local translation then you should
use UTF-8 and avoid meta and as well add "use utf8;" into <%INIT>
block. Don't forget to clear mason cache and restart server.

On Tue, Jan 13, 2009 at 12:11 PM, caglar <caglar at ulakbim.gov.tr> wrote:
> Dear precious RT community, :)
>
> I am currently having a language problem in RT 3.8.1 running on FreeBSD.
> Login page always comes in English
> although I have changed the LexiconLanguages to my local language. But
> when a person login to his/her own
> account RT shows up in the correct language.
>
> I check the po files and they look ok. Then I decided to translate the
> documents in the html files. For instance instead
> of <%loc("Login")%>, i directly write the equivalent of that in my
> language. But in that case rt can't show the characters
> in proper way. I added
>
> <meta http-equiv="Content-Type" content="text/html; charset=windows-1254" /><meta http-equiv="Content-Type" content="text/html; charset=iso-8859-9" />
>
> To the header but this doesn't change anything.
>
> I will appreciate to any kind of help or advice.
>
> Thanx in advance,
>
> ?a?lar
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Ingemar.Fallman at umdac.umu.se  Tue Jan 13 06:04:50 2009
From: Ingemar.Fallman at umdac.umu.se (=?ISO-8859-1?Q?Ingemar_F=E4llman?=)
Date: Tue, 13 Jan 2009 12:04:50 +0100
Subject: [rt-users] AdminCustomFields missing
Message-ID: <73B6E401-0456-4238-899B-60D7DD2467A7@umdac.umu.se>

Hi

After upgrading to 3.8.1there is no "AdminCustomFields" in in the list  
of user rights for a queue.
Users who had the right before the upgrade still have it under  
"Current rights" but I can not
grant other users that right.

Regards
Ingemar

-
Ingemar F?llman              Ingemar.Fallman at UMDAC.UmU.SE
UMDAC, Ume? University       Phone: +46(0)90 786 9335
S-901 87 UME?, SWEDEN        Fax:   +46(0)90 786 6762
----------------------------------------------------------------
Public PGP (GnuPG) Key 0x0DA24AF2 at http://www.keyserver.net/en
  $_="3vtu bopuifs|Pfsm\ ibdlfs,";y/a-z,|3/za-y. J/;print"$_\n";



From caglar at ulakbim.gov.tr  Tue Jan 13 06:38:59 2009
From: caglar at ulakbim.gov.tr (caglar)
Date: Tue, 13 Jan 2009 13:38:59 +0200
Subject: [rt-users] RT Login Page Language and Encoding problem
In-Reply-To: <589c94400901130238p4e0bb5davaf139c92f88cb821@mail.gmail.com>
References: <496C5AC8.3060902@ulakbim.gov.tr>
	<589c94400901130238p4e0bb5davaf139c92f88cb821@mail.gmail.com>
Message-ID: <496C7D53.709@ulakbim.gov.tr>

Thanx Ruslan,
    Your suggestion worked.

Ruslan Zakirov wrote:
> Login page is localized according to browser settings.
>
> If you want to replace "login" with local translation then you should
> use UTF-8 and avoid meta and as well add "use utf8;" into <%INIT>
> block. Don't forget to clear mason cache and restart server.
>
> On Tue, Jan 13, 2009 at 12:11 PM, caglar <caglar at ulakbim.gov.tr> wrote:
>   
>> Dear precious RT community, :)
>>
>> I am currently having a language problem in RT 3.8.1 running on FreeBSD.
>> Login page always comes in English
>> although I have changed the LexiconLanguages to my local language. But
>> when a person login to his/her own
>> account RT shows up in the correct language.
>>
>> I check the po files and they look ok. Then I decided to translate the
>> documents in the html files. For instance instead
>> of <%loc("Login")%>, i directly write the equivalent of that in my
>> language. But in that case rt can't show the characters
>> in proper way. I added
>>
>> <meta http-equiv="Content-Type" content="text/html; charset=windows-1254" /><meta http-equiv="Content-Type" content="text/html; charset=iso-8859-9" />
>>
>> To the header but this doesn't change anything.
>>
>> I will appreciate to any kind of help or advice.
>>
>> Thanx in advance,
>>
>> ?a?lar
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 Alan.Lu at interactivedata.com  Tue Jan 13 07:14:53 2009
From: Alan.Lu at interactivedata.com (Alan.Lu at interactivedata.com)
Date: Tue, 13 Jan 2009 23:14:53 +1100 (EST)
Subject: [rt-users] upgraded to 3.8.2 now getting "MySQL server has
 goneaway error"
In-Reply-To: <341242453-1231828306-cardhu_decombobulator_blackberry.rim.net-835901533-@bxe333.bisx.prod.on.blackberry>
References: <OFDFF06E00.087851FD-ONCA25753D.001E9A23-CA25753D.0021CE80@interactivedata.com>
	<341242453-1231828306-cardhu_decombobulator_blackberry.rim.net-835901533-@bxe333.bisx.prod.on.blackberry>
Message-ID: <Pine.LNX.4.64.0901132310530.20690@fed.ap.intdata.com>

I use the default, which is 100 I think. Should be enough for my site. In 
fact I was the only RT user when I was testing 3.8.2.


On Tue, 13 Jan 2009, chaim.rieger at gmail.com wrote:

> What's max connections in my.cnf ?
>
>
> Sent via BlackBerry from T-Mobile
>
> -----Original Message-----
> From: Alan.Lu at interactivedata.com
>
> Date: Tue, 13 Jan 2009 17:09:15
> To: <rt-users at lists.bestpractical.com>
> Subject: [rt-users] upgraded to 3.8.2 now getting "MySQL server has gone
> 	away 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 vkpolisetty at gmail.com  Tue Jan 13 09:48:14 2009
From: vkpolisetty at gmail.com (vamsi krishna)
Date: Tue, 13 Jan 2009 20:18:14 +0530
Subject: [rt-users] how to add bulk users in RT3.8.1
Message-ID: <84ad8f870901130648x16462435u192e525983c411d9@mail.gmail.com>

Hi,

I have written script to insert Users table in rt3 database. i can see users
in the rt3:Users table. I am not able to find the name in RT::Webinterface.
what could be the problem?

In web interface i am able to select the
Let this user access RT
 Let this user be granted rights

But in mysql i am not able to find the column to select the above feature.

can any body help me in adding bulk users to Request tracker 3.8.1?

-- 
P Vamsi Krishna
Unix Administrator
Ikanos Communications (India) Pvt.Ltd.
Hyderabad.
mobile:+919949024094
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From dieckhoff at bremskerl.de  Tue Jan 13 09:49:53 2009
From: dieckhoff at bremskerl.de (Marco Dieckhoff)
Date: Tue, 13 Jan 2009 15:49:53 +0100
Subject: [rt-users] User overview like Quick search Queue overview
Message-ID: <496CAA11.4000105@bremskerl.de>

Hi!

I'm searching for a way to get an overview over my support employees 
(users with global right "OwnTicket"), looking like the Quick search 
overview for queues.

So I can see the amount of new, opened and stalled tickets per user at a 
glance. (best including the "Nobody" user)

Cherry on the cake would be a link of the username to a search "new, 
opened or stalled AND username=" :)


Thanks for any advice,
Marco Dieckhoff
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From ruslan.zakirov at gmail.com  Tue Jan 13 09:50:01 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 13 Jan 2009 17:50:01 +0300
Subject: [rt-users] how to add bulk users in RT3.8.1
In-Reply-To: <84ad8f870901130648x16462435u192e525983c411d9@mail.gmail.com>
References: <84ad8f870901130648x16462435u192e525983c411d9@mail.gmail.com>
Message-ID: <589c94400901130650q101ebf56vde1c0d5f08072270@mail.gmail.com>

There are plenty of scripts for that posted on the wiki.

On Tue, Jan 13, 2009 at 5:48 PM, vamsi krishna <vkpolisetty at gmail.com> wrote:
> Hi,
>
> I have written script to insert Users table in rt3 database. i can see users
> in the rt3:Users table. I am not able to find the name in RT::Webinterface.
> what could be the problem?
>
> In web interface i am able to select the
> Let this user access RT
> Let this user be granted rights
>
> But in mysql i am not able to find the column to select the above feature.
>
> can any body help me in adding bulk users to Request tracker 3.8.1?
>
> --
> P Vamsi Krishna
> Unix Administrator
> Ikanos Communications (India) Pvt.Ltd.
> Hyderabad.
> mobile:+919949024094
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Jan 13 09:52:35 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 13 Jan 2009 09:52:35 -0500
Subject: [rt-users] how to add bulk users in RT3.8.1
In-Reply-To: <84ad8f870901130648x16462435u192e525983c411d9@mail.gmail.com>
References: <84ad8f870901130648x16462435u192e525983c411d9@mail.gmail.com>
Message-ID: <20090113145234.GD21934@bestpractical.com>




On Tue, Jan 13, 2009 at 08:18:14PM +0530, vamsi krishna wrote:
> Hi,
> 
> I have written script to insert Users table in rt3 database. i can see users
> in the rt3:Users table. I am not able to find the name in RT::Webinterface.
> what could be the problem?

Did you use the RT API or did you do direct SQL inserts? If you did
direct SQL inserts, throw out your database and start over using the
user creation snippet from

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

as a template


> 
> In web interface i am able to select the
> Let this user access RT
>  Let this user be granted rights
> 
> But in mysql i am not able to find the column to select the above feature.
> 
> can any body help me in adding bulk users to Request tracker 3.8.1?
> 
> -- 
> P Vamsi Krishna
> Unix Administrator
> Ikanos Communications (India) Pvt.Ltd.
> Hyderabad.
> mobile:+919949024094

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jeremy at umbc.edu  Tue Jan 13 09:58:45 2009
From: jeremy at umbc.edu (jeremy)
Date: Tue, 13 Jan 2009 09:58:45 -0500
Subject: [rt-users] RT Queue Subject Tag problem
In-Reply-To: <1231858380.14809.5.camel@tripleL>
References: <1231858380.14809.5.camel@tripleL>
Message-ID: <1231858725.14809.6.camel@tripleL>


Hello,

We have RT 3.8.1 installed with Oracle 10.2.0.3 as the database.  When
we modify a subject tag in the Queue definition and hit save we get the
confirmation that the data was changed and it looks good.  If we then,
from the left navigation pane, click on the select link under Queues,
then click through to that Queue definition we run into a problem. The
old data shows up, or sometimes  even older data, from 3 data changes
ago for example. I noticed that this particular field in the database is
stored as an Oracle CLOB in the ATTRIBUTES table.  Anyone have any ideas
on what could be causing this behavior?

Thanks in advance,

Jeremy Gude

-- 
Jeremy Gude
Database / Peoplesoft Administrator
UMBC Division of Information Technology
Business Systems Group
EMAIL: jeremy at umbc.edu
MOBILE: 443.904.5970
PHONE: 410.455.8660



From elacour at easter-eggs.com  Tue Jan 13 10:07:01 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 13 Jan 2009 16:07:01 +0100
Subject: [rt-users] User overview like Quick search Queue overview
In-Reply-To: <496CAA11.4000105@bremskerl.de>
References: <496CAA11.4000105@bremskerl.de>
Message-ID: <20090113150700.GJ24487@easter-eggs.com>

On Tue, Jan 13, 2009 at 03:49:53PM +0100, Marco Dieckhoff wrote:
> Hi!
>
> I'm searching for a way to get an overview over my support employees  
> (users with global right "OwnTicket"), looking like the Quick search  
> overview for queues.
>
> So I can see the amount of new, opened and stalled tickets per user at a  
> glance. (best including the "Nobody" user)
>
> Cherry on the cake would be a link of the username to a search "new,  
> opened or stalled AND username=" :)
>

Here I do this another way, I use Dashboards function of rt 3.8 and put
in a dashboard graphs for new, open, stalled and resolved ticket per
user. If you don't have to many users, that can be enough.



From dieckhoff at bremskerl.de  Tue Jan 13 10:45:14 2009
From: dieckhoff at bremskerl.de (Marco Dieckhoff)
Date: Tue, 13 Jan 2009 16:45:14 +0100
Subject: [rt-users] User overview like Quick search Queue overview
In-Reply-To: <20090113150700.GJ24487@easter-eggs.com>
References: <496CAA11.4000105@bremskerl.de>
	<20090113150700.GJ24487@easter-eggs.com>
Message-ID: <496CB70A.7010105@bremskerl.de>

Emmanuel Lacour schrieb:
> On Tue, Jan 13, 2009 at 03:49:53PM +0100, Marco Dieckhoff wrote:
>   
>> Hi!
>>
>> I'm searching for a way to get an overview over my support employees  
>> (users with global right "OwnTicket"), looking like the Quick search  
>> overview for queues.
>>
>> So I can see the amount of new, opened and stalled tickets per user at a  
>> glance. (best including the "Nobody" user)
>>
>> Cherry on the cake would be a link of the username to a search "new,  
>> opened or stalled AND username=" :)
>>
>>     
>
> Here I do this another way, I use Dashboards function of rt 3.8 and put
> in a dashboard graphs for new, open, stalled and resolved ticket per
> user. If you don't have to many users, that can be enough.
>   

We're already using Dashboards like this, but it's a little bit "messy".
I'd prefer a "slim" solution showing only a little table Owner | New | 
Open | Stalled.

But it looks like there is no "group by" in the built in search 
mechanisms, except for creating graphs.

btw, is there a way to downsize search graph images?

-- 
Marco
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From KFCrocker at lbl.gov  Tue Jan 13 13:54:30 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 13 Jan 2009 10:54:30 -0800
Subject: [rt-users] RT CommandByEmail extension
Message-ID: <496CE366.50709@lbl.gov>

To all,


	I'm afraid my upgrade to 3.8.2 is gonna be delayed a few months due to 
some more pressing requirements. One of those is to get CommandByEmail 
up and running. WE haven't used it before. We are currently on 3.6.4. 
Other than changing our RT_SiteConfig.pm file, are there any potholes, 
hints, tips, version updates, etc. that I should be aware of? Any 
helpful install/implement hints/tips? Thanks in advance.


Kenn
LBNL



From paul.broadwith at blueivy.co.uk  Tue Jan 13 13:36:32 2009
From: paul.broadwith at blueivy.co.uk (Paul Broadwith)
Date: Tue, 13 Jan 2009 18:36:32 -0000
Subject: [rt-users] Scalar::Util - Upgrade from 3.8.1 to 3.8.2
Message-ID: <FCE6DC3C43E9B6418C4D7243C2D7C1AB1FAAE8@bludcshig001.BlueIvy.local>

This is likely to be a Linux problem rather than anything else, but I'm
stuck. Not used to using any of the Perl utils.

 

I tried to upgrade the database and it tells me to run - perl -MCPAN
-e'install Scalar::Util' because of the weaken problem. I do this and
receive the error:

 

"Can't locate object method "install" via package "Scalar::Util" at -e
line 1."

 

No idea how to continue. Have searched for the problem but I can't get a
solution - it's no doubt an easy problem to resolve.

 

Kind regards,

 

Paul Broadwith (MBCS)

 

 

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From racke at linuxia.de  Tue Jan 13 14:04:19 2009
From: racke at linuxia.de (Stefan Hornburg (Racke))
Date: Tue, 13 Jan 2009 20:04:19 +0100
Subject: [rt-users] Scalar::Util - Upgrade from 3.8.1 to 3.8.2
In-Reply-To: <FCE6DC3C43E9B6418C4D7243C2D7C1AB1FAAE8@bludcshig001.BlueIvy.local>
References: <FCE6DC3C43E9B6418C4D7243C2D7C1AB1FAAE8@bludcshig001.BlueIvy.local>
Message-ID: <496CE5B3.4050002@linuxia.de>

Paul Broadwith wrote:
> This is likely to be a Linux problem rather than anything else, but I?m 
> stuck. Not used to using any of the Perl utils.
> 
>  
> 
> I tried to upgrade the database and it tells me to run ? perl ?MCPAN 
> ?e?install Scalar::Util? because of the weaken problem. I do this and 
> receive the error:
> 
>  
> 
> ?Can't locate object method "install" via package "Scalar::Util" at -e 
> line 1.?
> 
>  
> 
> No idea how to continue. Have searched for the problem but I can?t get a 
> solution ? it?s no doubt an easy problem to resolve.
> 
>  

What happens if you use the CPAN shell?

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  Tue Jan 13 14:21:49 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 13 Jan 2009 14:21:49 -0500
Subject: [rt-users] Scalar::Util - Upgrade from 3.8.1 to 3.8.2
In-Reply-To: <FCE6DC3C43E9B6418C4D7243C2D7C1AB1FAAE8@bludcshig001.BlueIvy.local>
References: <FCE6DC3C43E9B6418C4D7243C2D7C1AB1FAAE8@bludcshig001.BlueIvy.local>
Message-ID: <20090113192149.GD54788@17h.local>


>    I tried to upgrade the database and it tells me to run - perl -MCPAN
>    -e'install Scalar::Util' because of the weaken problem. I do this and
>    receive the error:
> 
> 
> 
>    "Can't locate object method "install" via package "Scalar::Util" at -e
>    line 1."
> 

perl -MCPAN -e'shell'
force install Scalar::Util
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From jesse at bestpractical.com  Tue Jan 13 14:28:39 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 13 Jan 2009 14:28:39 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <1b8d56200901061038u3d5abdfcj1139271bc731068@mail.gmail.com>
References: <alpine.GSO.2.00.0810271553240.10573@gimli.phalengard.com>
	<20081030171130.GI47966@31b.local>
	<1b8d56200901061038u3d5abdfcj1139271bc731068@mail.gmail.com>
Message-ID: <20090113192839.GP21934@bestpractical.com>




On Tue, Jan 06, 2009 at 01:38:35PM -0500, Andrew Cobaugh wrote:
> >
> > svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel
> >
> > I'll see if I can make that happen today, but no promises
> 
> Is there a shipwright vessel for 3.8.1 ready to be made available yet?

Can you try using svn to grab the vessel as it is today? It's freshly
updated for 3.8.2

-jesse


From eliezer.chavez at gmail.com  Tue Jan 13 14:38:44 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Tue, 13 Jan 2009 15:08:44 -0430
Subject: [rt-users] Fwd:  how to add bulk users in RT3.8.1
In-Reply-To: <20090113192345.GK21934@bestpractical.com>
References: <84ad8f870901130648x16462435u192e525983c411d9@mail.gmail.com>
	<20090113145234.GD21934@bestpractical.com>
	<66d635aa0901131109r243bc14fi3768805c899869f9@mail.gmail.com>
	<20090113192345.GK21934@bestpractical.com>
Message-ID: <66d635aa0901131138v5b93756dja418f93e4e42075e@mail.gmail.com>

---------- Forwarded message ----------
From: Jesse Vincent <jesse at bestpractical.com>
Date: Tue, Jan 13, 2009 at 2:53 PM
Subject: Re: [rt-users] how to add bulk users in RT3.8.1
To: Eliezer E Chhhvez <eliezer.chavez at gmail.com>
Cc: Jesse Vincent <jesse at bestpractical.com>


(can you please send this to rt-users, rather than directly to me? For
personal stuff, I need to run it through our sales team)


On Tue, Jan 13, 2009 at 02:39:56PM -0430, Eliezer E Chhhvez wrote:
> where and how i have to run this snippet?
>
> my $user = RT::User->new($RT::SystemUser);
> my ($id) = $user->Create(
>     Name         => 'my_user_login',
>     Password     => 'secret',
>     RealName     => 'Jhon Smith',
>     EmailAddress => 'jhon.smith at example.com',
>     Privileged   => 0,
> );
>
> best regards jesse!
>
> On Tue, Jan 13, 2009 at 10:22 AM, Jesse Vincent <jesse at bestpractical.com
>wrote:
>
> >
> >
> >
> > On Tue, Jan 13, 2009 at 08:18:14PM +0530, vamsi krishna wrote:
> > > Hi,
> > >
> > > I have written script to insert Users table in rt3 database. i can see
> > users
> > > in the rt3:Users table. I am not able to find the name in
> > RT::Webinterface.
> > > what could be the problem?
> >
> > Did you use the RT API or did you do direct SQL inserts? If you did
> > direct SQL inserts, throw out your database and start over using the
> > user creation snippet from
> >
> > http://wiki.bestpractical.com/view/CodeSnippets
> >
> > as a template
> >
> >
> > >
> > > In web interface i am able to select the
> > > Let this user access RT
> > >  Let this user be granted rights
> > >
> > > But in mysql i am not able to find the column to select the above
> > feature.
> > >
> > > can any body help me in adding bulk users to Request tracker 3.8.1?
> > >
> > > --
> > > P Vamsi Krishna
> > > Unix Administrator
> > > Ikanos Communications (India) Pvt.Ltd.
> > > Hyderabad.
> > > mobile:+919949024094
> >
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: 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
> >
>
>
>
> --
> Eliezer E Ch?vez
> +58-416-6125676
> eliezer.chavez at gmail.com
> >>http://www.bumeran.com.ve/cv/eliezer-chavez

--



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From phalenor at gmail.com  Tue Jan 13 14:49:21 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Tue, 13 Jan 2009 14:49:21 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <20090113192839.GP21934@bestpractical.com>
References: <alpine.GSO.2.00.0810271553240.10573@gimli.phalengard.com>
	<20081030171130.GI47966@31b.local>
	<1b8d56200901061038u3d5abdfcj1139271bc731068@mail.gmail.com>
	<20090113192839.GP21934@bestpractical.com>
Message-ID: <1b8d56200901131149v3d064f4fmb6e91e2f05364637@mail.gmail.com>

On Tue, Jan 13, 2009 at 2:28 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
> On Tue, Jan 06, 2009 at 01:38:35PM -0500, Andrew Cobaugh wrote:
>> >
>> > svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel
>> >
>> > I'll see if I can make that happen today, but no promises
>>
>> Is there a shipwright vessel for 3.8.1 ready to be made available yet?
>
> Can you try using svn to grab the vessel as it is today? It's freshly
> updated for 3.8.2

Yeah, I'll give it a try later today, or as soon as I have a chance to.

--andy


From joseph85750 at yahoo.com  Tue Jan 13 16:00:26 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 13 Jan 2009 13:00:26 -0800 (PST)
Subject: [rt-users] Searches in RT 3.8.1 using AND plus OR
In-Reply-To: <66d635aa0901131138v5b93756dja418f93e4e42075e@mail.gmail.com>
Message-ID: <329875.91566.qm@web30302.mail.mud.yahoo.com>

I have a queue called "Widgets" with 2 keywords selectors:
? Resolution Type
? Widget Type

?I'd like to perform a search in Query Builder (advanced), such that I can search for a specific "Resolution Type" , but with an OR operator so it will turn up 2 different possible "widgets".? I'm not sure if I can use parenthesis, so I suspect I need to repeat the whole search with an OR between the 2, such as:

?
Queue = 'Widgets' AND Status = 'resolved' AND 'CF.{Resolution Method}' LIKE 'On-site/Contractor' AND 'CF.{Widget Type}' LIKE 'gonkulator' OR Queue = 'Widgets' AND Status = 'resolved' AND 'CF.{Resolution Method}' LIKE 'On-site/Contractor' AND 'CF.{Widget Type}' LIKE 'doodad'

When I try to apply this in the Advanced, it never shows up in the "Current Search" on the next screen.

I tried using the tool to add my criteria 1 by one, but it seems to be either all AND or all OR.? I can't seem to mix and/or.

Is there any way to do the search I want?

Thanks!




      
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From phalenor at gmail.com  Tue Jan 13 16:00:38 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Tue, 13 Jan 2009 16:00:38 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <1b8d56200901131149v3d064f4fmb6e91e2f05364637@mail.gmail.com>
References: <alpine.GSO.2.00.0810271553240.10573@gimli.phalengard.com>
	<20081030171130.GI47966@31b.local>
	<1b8d56200901061038u3d5abdfcj1139271bc731068@mail.gmail.com>
	<20090113192839.GP21934@bestpractical.com>
	<1b8d56200901131149v3d064f4fmb6e91e2f05364637@mail.gmail.com>
Message-ID: <1b8d56200901131300k73a47f1dr79384542773890f3@mail.gmail.com>

On Tue, Jan 13, 2009 at 2:49 PM, Andrew Cobaugh <phalenor at gmail.com> wrote:
> On Tue, Jan 13, 2009 at 2:28 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>>
>> On Tue, Jan 06, 2009 at 01:38:35PM -0500, Andrew Cobaugh wrote:
>>> >
>>> > svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel
>>> >
>>> > I'll see if I can make that happen today, but no promises
>>>
>>> Is there a shipwright vessel for 3.8.1 ready to be made available yet?
>>
>> Can you try using svn to grab the vessel as it is today? It's freshly
>> updated for 3.8.2

The vessel built fine up until RT...

see http://users.bx.psu.edu/~phalenor/rt-fail.txt

Looks like a few of the dists didn't get bumped up to the version
required by RT ?

--andy


From ktm at rice.edu  Tue Jan 13 16:29:07 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 13 Jan 2009 15:29:07 -0600
Subject: [rt-users] RT Asset Tracker?
In-Reply-To: <bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
References: <20080424123626.GA18128@zaphod.mvlan.net>
	<bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
Message-ID: <20090113212907.GI14570@it.is.rice.edu>

RT Users,

I found the new AT web page, but I cannot get a dump of the
latest release from SVN. Does anyone know if there is a
snapshot available for the latest revisions with 3.8.x
updates? Thanks.

Cheers,
Ken

On Thu, Apr 24, 2008 at 04:58:15PM +0200, Torsten Brumm wrote:
> Try this one. Todd has moved the page:
> 
> http://code.google.com/p/asset-tracker-4rt/
> 
> Torsten
> 
> 2008/4/24 Jean-Sebastien Morisset <jsmoriss at mvlan.net>:
> 
> > Does anyone know what's happening with RT Asset Tracker? The website is
> > down, and the current tar file is corrupt:
> >
> > gzip: stdin: decompression OK, trailing garbage ignored
> > -rwxr-xr-x rfox/rfox      3905 2005-02-23 23:21:07
> > at-1.2.3/sbin/extract_pod_tests
> > tar: Child returned status 2
> > tar: Error exit delayed from previous errors
> >
> > Thanks,
> > js.
> > --
> > Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 thormett at gmail.com  Tue Jan 13 16:50:20 2009
From: thormett at gmail.com (angel duarte)
Date: Tue, 13 Jan 2009 17:50:20 -0400
Subject: [rt-users] RT Asset Tracker?
In-Reply-To: <20090113212907.GI14570@it.is.rice.edu>
References: <20080424123626.GA18128@zaphod.mvlan.net>
	<bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
	<20090113212907.GI14570@it.is.rice.edu>
Message-ID: <9b8831200901131350r45e2ddaayf9d5791c40f7ad48@mail.gmail.com>

>
> sorry friend, I want to add a field and that my order for the same users.
> as I do?
>



-- 
Ing. Angel Duarte
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From thormett at gmail.com  Tue Jan 13 16:53:48 2009
From: thormett at gmail.com (angel duarte)
Date: Tue, 13 Jan 2009 17:53:48 -0400
Subject: [rt-users] RT Asset Tracker?
In-Reply-To: <20090113212907.GI14570@it.is.rice.edu>
References: <20080424123626.GA18128@zaphod.mvlan.net>
	<bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
	<20090113212907.GI14570@it.is.rice.edu>
Message-ID: <9b8831200901131353u76032cdep8b8bc01b24236eaa@mail.gmail.com>

 Thanks in advance for your attention, I would like to know how to add a
custom field and at the same time my users can see it? example: I have two
branches and las quiero differentiated by region, but my manager to see the
two regions branches

-- 
Ing. Angel Duarte
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From brian.friday at gmail.com  Tue Jan 13 17:07:54 2009
From: brian.friday at gmail.com (Brian Friday)
Date: Tue, 13 Jan 2009 14:07:54 -0800
Subject: [rt-users] Found N Tickets Search page HTML display error
Message-ID: <b60c91780901131407h21021c03ja2fdb7415ce8290f@mail.gmail.com>

Hello All,

I have a instance of RT 3.6.7 which some how has a really weird error
when I click on the default RT-At-A-Glance sections titled:

10 newest unowned tickets
or
10 highest priority tickets I own

Basically you click on the title "10 highest priority tickets I own"
and you get taken to the basic search page. Which displays every above
bar with "New Search ? Edit Search ? Advanced ? Show Results ? Bulk
Update" on it shows properly but the section between that bar and the
"don't refresh this page" as well as other "footer" information shows
up like this:


a	href	id	id	a	TITLE
/rt/Ticket/Display.html?id=58844	58844		
/rt/Ticket/Display.html?id=58843	58843		
/rt/Ticket/Display.html?id=58842	58842		
/rt/Ticket/Display.html?id=58733	58733		
/rt/Ticket/Display.html?id=58132	58132		
/rt/Ticket/Display.html?id=56542	56542		
/rt/Ticket/Display.html?id=56386	56386		
/rt/Ticket/Display.html?id=54459	54459		
/rt/Ticket/Display.html?id=44447	44447		
/rt/Ticket/Display.html?id=30663	30663		
/rt/Ticket/Display.html?id=30327	30327		
/rt/Ticket/Display.html?id=26297	26297		
/rt/Ticket/Display.html?id=19985	19985		
/rt/Ticket/Display.html?id=14734	14734		
/rt/Ticket/Display.html?id=14277	14277		
/rt/Ticket/Display.html?id=12996	12996		
/rt/Ticket/Display.html?id=12660	12660		
/rt/Ticket/Display.html?id=12659	12659		
/rt/Ticket/Display.html?id=12513	12513		
/rt/Ticket/Display.html?id=10937	10937		
/rt/Ticket/Display.html?id=10936	10936		
Page 1 of 1

This RT 3.6.7 instance is using RT2-To-RT3 migrated data and the
following settings are set for:

RT::DefaultSearchResultFormat	 '<B><A
HREF="/rt/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
'<B><A HREF="/rt/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>',
'<small>__LastUpdatedRelative__</small>',
'<small>__TimeLeft__</small>'

RT::WebBaseURL	 http://rt.server.com:80
RT::WebImagesURL	 /rt/NoAuth/images/
RT::WebPath	 /rt
RT::WebURL	 http://rt.server.com:80/rt/

What is most maddening is that in a different server using a different
database but using the same data, settings and even rt files this does
not happen.

Has anyone seen this error before? A search of the Mailing list shows
similiar errors but not a fix that I found applicable.

Thanks,

Brian


From hanane.ourdani at gmail.com  Wed Jan 14 05:46:07 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Wed, 14 Jan 2009 10:46:07 +0000
Subject: [rt-users] RT-Extension-CommandByMail dont excute commands of
	custom fields
In-Reply-To: <mailman.2055.1231926856.14313.rt-users@lists.bestpractical.com>
References: <mailman.2055.1231926856.14313.rt-users@lists.bestpractical.com>
Message-ID: <d779e32a0901140246j5c745445taab4c7fc149b9b68@mail.gmail.com>

Hello,

I recently installed RT3.8.1 on debian, i want creat ticket via email i
installed RT-Extension-CommandByMail-0.06 all the commands work exept those
of custom fields, i don't know what is the problem, please can you help me.

Thanks.
Best regards.
Hanane.
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From k.anusiewicz at gmail.com  Wed Jan 14 05:58:28 2009
From: k.anusiewicz at gmail.com (anusiak)
Date: Wed, 14 Jan 2009 02:58:28 -0800 (PST)
Subject: [rt-users]  A problem with Ticket Search
Message-ID: <21453763.post@talk.nabble.com>


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.
-- 
View this message in context: http://www.nabble.com/A-problem-with-Ticket-Search-tp21453763p21453763.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From dominic.hargreaves at oucs.ox.ac.uk  Wed Jan 14 06:59:02 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Wed, 14 Jan 2009 11:59:02 +0000
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <20090108150647.GH23773@gunboat-diplomat.oucs.ox.ac.uk>
References: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>
	<20090108150647.GH23773@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20090114115901.GA24421@gunboat-diplomat.oucs.ox.ac.uk>

On Thu, Jan 08, 2009 at 03:06:48PM +0000, Dominic Hargreaves wrote:
> On Thu, Jan 08, 2009 at 03:34:21PM +0100, Martin Maurer wrote:
> > Andrew published well working Lenny packages for 3.8.1 (deb http://debian.etc.gen.nz <http://debian.etc.gen.nz>  lenny rt), also similar packages are available in Debian experimental. As Debian Lenny is the next stable, where can I get packages for the latest RT 3.8.2? anybody working already on this?
> 
> Yep - I hope to get packages uploaded to experimental (or possibly
> unstable - it won't be a candidate for lenny anyway due to the new
> package name) in the next few days.

For those who are interested, 3.8.2 packages are now available in Debian
experimental (there are a few more issues to work out before an upload
to unstable, but this packages should be largely working). They should
work on etch (with a few extra packages) and lenny.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From AdamSmith at venda.com  Wed Jan 14 08:38:11 2009
From: AdamSmith at venda.com (Adam Smith)
Date: Wed, 14 Jan 2009 13:38:11 +0000
Subject: [rt-users] rt-crontool change priority silently?
Message-ID: <B8128EF0-48B1-48B5-9566-0035C3306E5C@venda.com>

I was wondering if there was a way to make rt-crontool increase  
priority over time but without setting a History entry each time it  
updates?

I am using the following command :

/opt/rt3/bin/rt-crontool --verbose --search RT::Search::FromSQL -- 
search-arg "Queue='58' AND 'CF.{Internal Status}' LIKE 'Accepted'" -- 
action RT::Action::EscalatePriority

I want my priority to move up but I don't want the History to be  
overloaded with dozens of lines should any ticket be sitting silent  
for that long.


Adam





From ktm at rice.edu  Wed Jan 14 09:44:17 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 14 Jan 2009 08:44:17 -0600
Subject: [rt-users] rt-crontool change priority silently?
In-Reply-To: <B8128EF0-48B1-48B5-9566-0035C3306E5C@venda.com>
References: <B8128EF0-48B1-48B5-9566-0035C3306E5C@venda.com>
Message-ID: <20090114144417.GL14570@it.is.rice.edu>

On Wed, Jan 14, 2009 at 01:38:11PM +0000, Adam Smith wrote:
> I was wondering if there was a way to make rt-crontool increase  
> priority over time but without setting a History entry each time it  
> updates?
> 
> I am using the following command :
> 
> /opt/rt3/bin/rt-crontool --verbose --search RT::Search::FromSQL -- 
> search-arg "Queue='58' AND 'CF.{Internal Status}' LIKE 'Accepted'" -- 
> action RT::Action::EscalatePriority
> 
> I want my priority to move up but I don't want the History to be  
> overloaded with dozens of lines should any ticket be sitting silent  
> for that long.
> 
> 
> Adam
> 
Adam,

You need to add a action that increments the priority without
recording the transaction. Here is a diff off the version that
records and the one that does not:

--- ./local/lib/RT/Action/IncrementPriorityNoRecord.pm  2005-07-20 08:28:59.000000000 -0500
+++ ./local/lib/RT/Action/IncrementPriority.pm  2005-05-27 09:11:20.000000000 -0500
@@ -43,7 +43,7 @@
 # those contributions and any derivatives thereof.
 # 
 # }}} END BPS TAGGED BLOCK
-package RT::Action::IncrementPriorityNoRecord;
+package RT::Action::IncrementPriority;
 require RT::Action::Generic;
 
 use strict;
@@ -83,17 +83,16 @@
 
 sub Commit {
     my $self = shift;
-#   my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});
-   my ($val, $msg) = $self->TicketObj->_Set(Field => 'Priority', Value => $self->{'prio'}, RecordTransaction => 0);
+   my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});
 
    unless ($val) {
         $RT::Logger->debug($self . " $msg\n");
    }
 }
 
-eval "require RT::Action::IncrementPriorityNoRecord_Vendor";
-die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/IncrementPriorityNoRecord_Vendor.pm});
-eval "require RT::Action::IncrementPriorityNoRecord_Local";
-die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/IncrementPriorityNoRecord_Local.pm});
+eval "require RT::Action::IncrementPriority_Vendor";
+die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/IncrementPriority_Vendor.pm});
+eval "require RT::Action::IncrementPriority_Local";
+die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/IncrementPriority_Local.pm});
 
 1;
----------------------

I do have one comment about priority escalation. We implemented it
and had very poor results. The major problem is that tickets or
incidents importance or relative importance was not a function of
the time since being logged. The priority needs to be aggressively
tied to resource allocations, otherwise you end up with "high priority"
tickets, as a result of escalation, that are ignored because a really
important new ticket was just logged. We also found that the auto
escalation devalued the contents of the priority value and made it
useless in any type of scheduling.

I would recommend using targeted rt-crontool commands to adjust
key items and not clutter the database with the incremental priority
changes. My two cents. I hope that this helps.

Cheers,
Ken



From ktm at rice.edu  Wed Jan 14 09:58:50 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 14 Jan 2009 08:58:50 -0600
Subject: [rt-users] RT Asset Tracker?
In-Reply-To: <496DA2F1.6040908@mococo.nl>
References: <20080424123626.GA18128@zaphod.mvlan.net>
	<bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
	<20090113212907.GI14570@it.is.rice.edu>
	<496DA2F1.6040908@mococo.nl>
Message-ID: <20090114145850.GM14570@it.is.rice.edu>

On Wed, Jan 14, 2009 at 09:31:45AM +0100, Joop wrote:
> Kenneth Marshall wrote:
>> RT Users,
>>
>> I found the new AT web page, but I cannot get a dump of the
>> latest release from SVN. Does anyone know if there is a
>> snapshot available for the latest revisions with 3.8.x
>> updates? Thanks.
> I used TortoiseSVN to get an export. Works OK. If you can't manage I'm 
> willing to zip up the trunk part and mail it to you. Size will be around 
> 160Kb.
>
> Greetings,
>
> Joop
>
Joop,

It would be great if you could send me the zip file. I keep getting
an error when using the svn command on the webpage. Also, I do have
a question for you regarding your OracleText wiki entry. I am getting
ready to create a similar patch for PostgreSQL now that it has
integrated full-text indexing as well. Do you have any more recent
optimizations or changes that I should consider in my patch as well?
Thank you in advance for the Asset Tracker zipfile and any feedback
you have on the OracleText patch for RT.

Regards,
Ken


From alexyoung at scoutsolutions.co.uk  Wed Jan 14 10:40:26 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Wed, 14 Jan 2009 15:40:26 -0000
Subject: [rt-users] Scrip to set child ticket due date on parent resolve
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFEDB1@s-wor-e-001.SCOUTSOFFICE.local>

Hi.

          I'm trying to set the due date on a child dependant ticket
when the parent is resolved. I'm able to get it *mostly* working. The
due date is setting itself 24hours in the future, but the due days is
set at 14 in the queue. How can I get the scrip to pickup the queues 14
day duel date?

 

I think I need to be using something else other than
AddDays($RT::OverdueAfter); Any ideas what I should be using?

 

The script in its entirety:

 

return 1 if ($self->TransactionObj->NewValue !~
/^(?:resolved|deleted|rejected)$/);

my $DepOnBy = $self->TicketObj->DependedOnBy;

while( my $l = $DepOnBy->Next ) {

          next unless( $l->BaseURI->IsLocal );

          next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/
);

 

 

## here you can add any action

 

## Set status to Open for tickets that depend on resolved ticket

$l->BaseObj->SetStatus('open');

 

## Add comment to tickets that depend on resolved ticket

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

my $status = $self->TicketObj->Status;

$l->BaseObj->Comment(Content => <<END);

 

This ticket depends on ticket \#$id which was $status.

END

          

## Sets dates of child ticket if not set.

my $now = RT::Date->new($RT::SystemUser); 

my $sla = RT::Date->new($RT::SystemUser); 

$now->SetToNow; 

$sla->SetToNow; 

$sla->AddDays($RT::OverdueAfter);

if ( $l->BaseObj->StartsObj->AsString eq "Not set") { 

          $l->BaseObj->SetStarts( $now->ISO ); 

} 

if ( $l->BaseObj->StartedObj->AsString eq "Not set") { 

          $l->BaseObj->SetStarted( $now->ISO ); 

} 

if ( $l->BaseObj->DueObj->AsString eq "Not set") { 

          $l->BaseObj->SetDue( $sla->ISO ); 

} 

 

}

$DepOnBy = undef;

return 1;

 

Thanks,

Alex

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From jesse at bestpractical.com  Wed Jan 14 11:43:35 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Jan 2009 11:43:35 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
Message-ID: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>

Give it another shot?

Andrew Cobaugh <phalenor at gmail.com> wrote:

>On Tue, Jan 13, 2009 at 2:49 PM, Andrew Cobaugh <phalenor at gmail.com> wrote:
>> On Tue, Jan 13, 2009 at 2:28 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>>>
>>> On Tue, Jan 06, 2009 at 01:38:35PM -0500, Andrew Cobaugh wrote:
>>>> >
>>>> > svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel
>>>> >
>>>> > I'll see if I can make that happen today, but no promises
>>>>
>>>> Is there a shipwright vessel for 3.8.1 ready to be made available yet?
>>>
>>> Can you try using svn to grab the vessel as it is today? It's freshly
>>> updated for 3.8.2
>
>The vessel built fine up until RT...
>
>see http://users.bx.psu.edu/~phalenor/rt-fail.txt
>
>Looks like a few of the dists didn't get bumped up to the version
>required by RT ?
>
>--andy
>

-- 
Sent from my Android phone with K-9. Please excuse my brevity.

From a.smith at ukgrid.net  Wed Jan 14 12:06:18 2009
From: a.smith at ukgrid.net (Andy Smith)
Date: Wed, 14 Jan 2009 17:06:18 +0000
Subject: [rt-users] DB upgrade for RT 3.8 fails
Message-ID: <20090114170618.73216zntwfl6cww0@horde.ukgrid.net>

Hi,

   I am testing an upgrade on FreeBSD of RT 3.6.7 to RT 3.8.1 and I am  
getting an error when attempting to upgrade the MySQL DB.

I am running the command:

rt-setup-database --dba=root --action upgrade

And after answering the various questions it starts to execute then  
bombs out with this error:

Proceed [y/N]:y
Processing 3.7.1
Now inserting data
Processing 3.7.3
Now populating database schema.
[Wed Jan 14 17:09:06 2009] [crit]: DBD::mysql::st execute failed:  
Table 'Attachments' already exists at  
/usr/local/lib/perl5/site_perl/5.8.8/RT/Handle.pm line 470.  
(/usr/local/lib/perl5/site_perl/5.8.8/RT.pm:379)
DBD::mysql::st execute failed: Table 'Attachments' already exists at  
/usr/local/lib/perl5/site_perl/5.8.8/RT/Handle.pm line 470.

Can anyone help? I couldn't see any related problems searching via google :S

thanks for any replies!

Andy.

----------------------------------------------------------------
This message was sent using IMP, the Internet Messaging Program.


From eliezer.chavez at gmail.com  Wed Jan 14 13:22:09 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Wed, 14 Jan 2009 13:52:09 -0430
Subject: [rt-users] Fwd: how to add bulk users in RT3.8.1
In-Reply-To: <84ad8f870901132051s2d83ae05qf5558eb58cc6efab@mail.gmail.com>
References: <84ad8f870901130648x16462435u192e525983c411d9@mail.gmail.com>
	<20090113145234.GD21934@bestpractical.com>
	<66d635aa0901131109r243bc14fi3768805c899869f9@mail.gmail.com>
	<20090113192345.GK21934@bestpractical.com>
	<66d635aa0901131138v5b93756dja418f93e4e42075e@mail.gmail.com>
	<84ad8f870901132051s2d83ae05qf5558eb58cc6efab@mail.gmail.com>
Message-ID: <66d635aa0901141022gfb8ffbbse5cc05a7a2d992da@mail.gmail.com>

this is an example i did

[as10g at aspccs11 ~/bin]$ cat rt-adduser.pl
#!/opt/perl/bin/perl
use lib "$ENV{'RTHOME'}/lib";
use strict;
use RT::Interface::CLI qw(CleanEnv);
use RT::User;

RT::LoadConfig();
RT::Init();

my $user = RT::User->new($RT::SystemUser);
my ($id) = $user->Create(
    Name         => 'eliezere.chavez',
    EmailAddress => 'eliezere.chavez at movilnet.com.ve',
    RealName     => 'Eliezer Eframn Chavez',
    NickName     => 'echave01',
    Privileged   => 1,
    Password     => 'secret',
    Address1     => 'Av. Venezuela, C.C. El Recreo, Torre Sur, Piso 2',
    Address2     => 'Bello Monte',
    City         => 'Caracas',
    State        => 'Distrito Capital',
    Zip          => '1050',
    Country      => 'Venezuela',
    WorkPhone    => '+58-212-7056470',
    MobilePhone  => '+58-416-6125676',
);
print 'User id: $id';


On Wed, Jan 14, 2009 at 12:21 AM, vamsi krishna <vkpolisetty at gmail.com>wrote:

> thanks for the solution, where i need to run this script? is there any
> possibility to insert through mysql?
>
>
>
>
> On Wed, Jan 14, 2009 at 1:08 AM, Eliezer E Ch?vez <
> eliezer.chavez at gmail.com> wrote:
>
>>
>>
>> ---------- Forwarded message ----------
>> From: Jesse Vincent <jesse at bestpractical.com>
>> Date: Tue, Jan 13, 2009 at 2:53 PM
>> Subject: Re: [rt-users] how to add bulk users in RT3.8.1
>> To: Eliezer E Chhhvez <eliezer.chavez at gmail.com>
>> Cc: Jesse Vincent <jesse at bestpractical.com>
>>
>>
>> (can you please send this to rt-users, rather than directly to me? For
>> personal stuff, I need to run it through our sales team)
>>
>>
>> On Tue, Jan 13, 2009 at 02:39:56PM -0430, Eliezer E Chhhvez wrote:
>> > where and how i have to run this snippet?
>> >
>> > my $user = RT::User->new($RT::SystemUser);
>> > my ($id) = $user->Create(
>> >     Name         => 'my_user_login',
>> >     Password     => 'secret',
>> >     RealName     => 'Jhon Smith',
>> >     EmailAddress => 'jhon.smith at example.com',
>> >     Privileged   => 0,
>> > );
>> >
>> > best regards jesse!
>> >
>> > On Tue, Jan 13, 2009 at 10:22 AM, Jesse Vincent <
>> jesse at bestpractical.com>wrote:
>>
>> >
>> > >
>> > >
>> > >
>> > > On Tue, Jan 13, 2009 at 08:18:14PM +0530, vamsi krishna wrote:
>> > > > Hi,
>> > > >
>> > > > I have written script to insert Users table in rt3 database. i can
>> see
>> > > users
>> > > > in the rt3:Users table. I am not able to find the name in
>> > > RT::Webinterface.
>> > > > what could be the problem?
>> > >
>> > > Did you use the RT API or did you do direct SQL inserts? If you did
>> > > direct SQL inserts, throw out your database and start over using the
>> > > user creation snippet from
>> > >
>> > > http://wiki.bestpractical.com/view/CodeSnippets
>> > >
>> > > as a template
>> > >
>> > >
>> > > >
>> > > > In web interface i am able to select the
>> > > > Let this user access RT
>> > > >  Let this user be granted rights
>> > > >
>> > > > But in mysql i am not able to find the column to select the above
>> > > feature.
>> > > >
>> > > > can any body help me in adding bulk users to Request tracker 3.8.1?
>> > > >
>> > > > --
>> > > > P Vamsi Krishna
>> > > > Unix Administrator
>> > > > Ikanos Communications (India) Pvt.Ltd.
>> > > > Hyderabad.
>> > > > mobile:+919949024094
>> > >
>> > > > _______________________________________________
>> > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> > > >
>> > > > Community help: http://wiki.bestpractical.com
>> > > > Commercial support: 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
>> > >
>> >
>> >
>> >
>> > --
>> > Eliezer E Ch?vez
>> > +58-416-6125676
>> > eliezer.chavez at gmail.com
>> > >>http://www.bumeran.com.ve/cv/eliezer-chavez
>>
>> --
>>
>>
>>
>> --
>> Eliezer E Ch?vez
>> +58-416-6125676
>> eliezer.chavez at gmail.com
>> >>http://www.bumeran.com.ve/cv/eliezer-chavez
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> P Vamsi Krishna
> Unix Administrator
> Ikanos Communications (India) Pvt.Ltd.
> Hyderabad.
> mobile:+919949024094
>



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From phalenor at gmail.com  Wed Jan 14 13:45:54 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Wed, 14 Jan 2009 13:45:54 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
Message-ID: <1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>

On Wed, Jan 14, 2009 at 11:43 AM, Jesse Vincent <jesse at bestpractical.com> wrote:
> Give it another shot?

nope, exactly the same dependencies missing as before.

Are you sure svn code.bestpractical.com has the correct version? svn
said it checked out revision 792, which is the same revision it's been
at since I first tried to build the vessel some months ago...

-- 
Andy Cobaugh


From jesse at bestpractical.com  Wed Jan 14 14:01:26 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Jan 2009 14:01:26 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
Message-ID: <20090114190126.GD13161@bestpractical.com>




On Wed, Jan 14, 2009 at 01:45:54PM -0500, Andrew Cobaugh wrote:
> On Wed, Jan 14, 2009 at 11:43 AM, Jesse Vincent <jesse at bestpractical.com> wrote:
> > Give it another shot?
> 
> nope, exactly the same dependencies missing as before.
> 
> Are you sure svn code.bestpractical.com has the correct version? svn
> said it checked out revision 792, which is the same revision it's been
> at since I first tried to build the vessel some months ago...

and in fact, no, that's _not_ the correct version.   Try
http://fsck.com/~jesse/rt-3.8-vessel.tgz

> 
> -- 
> Andy Cobaugh
> 

-- 


From gavin.henry at gmail.com  Wed Jan 14 14:57:23 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Wed, 14 Jan 2009 19:57:23 +0000
Subject: [rt-users] Reasons to upgrade to 3.8.2 from 3.6.7?
Message-ID: <13ca621c0901141157w607ecd7r6abf7b0de2aceb5b@mail.gmail.com>

Hi All,

I'm just wondering if an upgrade from 3.6.7 to 3.8.2 is a must have?

Thanks.

-- 
http://www.suretecsystems.com/services/openldap/


From phalenor at gmail.com  Wed Jan 14 15:38:07 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Wed, 14 Jan 2009 15:38:07 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <20090114190126.GD13161@bestpractical.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
	<20090114190126.GD13161@bestpractical.com>
Message-ID: <1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>

First problem I encountered was with ncurses. Tic likes to use
hardlinks to process terminfo. However, AFS doesn't support hard
links, so I had to add --enable-symlinks to the ncurses build script.

Next problem came with the build of cpan-DBIx-SearchBuilder. CPAN
seems to be asking to select a geographic region over and over again:

(1) Africa
(2) Asia
(3) Central America
(4) Europe
(5) North America
(6) Oceania
(7) South America
Select your continent (or several nearby continents) []
Sorry! since you don't have any existing picks, you must make a
geographic selection.

ctrl-c'ing out of that loop, I get this:

build cpan-DBIx-SearchBuilder configure part with failure.
 at ./bin/shipwright-builder line 379
        main::_install('cpan-DBIx-SearchBuilder', 'GLOB(0x9b99630)')
called at ./bin/shipwright-builder line 287
        main::install() called at ./bin/shipwright-builder line 200

Also, is it possible to pass separate install and destination
directories to shipwright-builder? I see myself in a situation where I
will be installing this into a readonly replicated volume. With AFS,
any volume that's replicated has its read-write version accessible
under /afs/.cellname, also known as the dot-path. Perl actually
detects this, and will automatically install into the dot path, but
everything will reference the normal path. It would be nice if the
other dists in the vessel could accept multiple paths - the path where
everything will ultimately reside, and the path to install to. This
would also be helpful if I want to stage the install somewhere else
temporarily.

--andy


From jesse at bestpractical.com  Wed Jan 14 15:43:13 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Jan 2009 15:43:13 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
Message-ID: <20090114204313.GI21934@bestpractical.com>



> Next problem came with the build of cpan-DBIx-SearchBuilder. CPAN
> seems to be asking to select a geographic region over and over again:
> 
I can't replicate this here. Are you building perl or not building perl
as part of the vessel?

> Also, is it possible to pass separate install and destination
> directories to shipwright-builder? 

Shipwright wraps all binaries in shell scripts that properly set the ENV
to allow the built dist to be fully relocatable.

-- 


From alexyoung at scoutsolutions.co.uk  Wed Jan 14 15:44:51 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Wed, 14 Jan 2009 20:44:51 -0000
Subject: [rt-users] Including RTFM articles in RT replies when
	WYSIWYGeditor enabled
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFEDF2@s-wor-e-001.SCOUTSOFFICE.local>

Just upgraded to RT 3.8.2 and RTFM 2.4.1 and still see this error.

 

I can also get the error if I include an RTFM article and then search
for a new article on the new ticket page. When the page reloads it
displays the corrupted RTFM article.

 

When it first includes it and I hit the source button on the WYSIWYG
editor it all looks fine.

 

Anyone else managed to fix this or knows what causes it?

 

Where can I submit bug reports for RT?

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex
Young
Sent: 27 November 2008 10:15
To: Matt Hoover
Cc: RT Users
Subject: Re: [rt-users] Including RTFM articles in RT replies when
WYSIWYGeditor enabled

 

It happens if the content comes from a custom field type of text or wiki
format.

 

 

 

From: matt at hoov.net [mailto:matt at hoov.net] On Behalf Of Matt Hoover
Sent: 27 November 2008 08:05
To: Alex Young
Cc: RT Users
Subject: Re: [rt-users] Including RTFM articles in RT replies when
WYSIWYG editor enabled

 

I second that.  Are you seeing these problems coming from a custom field
of type text or wiki format?

 

Matt

On Wed, Nov 26, 2008 at 3:23 AM, Alex Young <
alexyoung at scoutsolutions.co.uk> wrote:

I have a slight problem including RTFM articles in a ticket reply when
WYSIWYG editor is enabled.

 

Everything looks like and it adds the text to the reply, but when it
sends it truncates the text, sends a partial email and records the
corrupt message. There are also spaces inserted midway into words in the
reply.

 

It does this consistently every time, so if the same RTFM article is
included it puts the spaces in the same place and truncates the end of
the message at the same place too.

 

If the WYSIWYG editor is disabled, then it includes the text verbatim
and doesn't truncate the message.

 

This is version RT 3.8.1 and RTFM 2.4.0.


_______________________________________________
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

 

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From phalenor at gmail.com  Wed Jan 14 15:57:54 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Wed, 14 Jan 2009 15:57:54 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <20090114204313.GI21934@bestpractical.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
	<20090114204313.GI21934@bestpractical.com>
Message-ID: <1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>

On Wed, Jan 14, 2009 at 3:43 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>> Next problem came with the build of cpan-DBIx-SearchBuilder. CPAN
>> seems to be asking to select a geographic region over and over again:
>>
> I can't replicate this here. Are you building perl or not building perl
> as part of the vessel?

Yes. Let me try again from scratch, maybe cpan failed to download something...

>> Also, is it possible to pass separate install and destination
>> directories to shipwright-builder?
>
> Shipwright wraps all binaries in shell scripts that properly set the ENV
> to allow the built dist to be fully relocatable.

So I can move RT after I install it? Where would I set this, or do the
wrapper scripts pick this up automatically?

--andy


From jesse at bestpractical.com  Wed Jan 14 16:04:17 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Jan 2009 16:04:17 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
Message-ID: <20090114210417.GK21934@bestpractical.com>

> Yes. Let me try again from scratch, maybe cpan failed to download something...

If the vessel is working right, it should not ever download anything to
build. Everything should be packaged in the vessel.
> 
> >> Also, is it possible to pass separate install and destination
> >> directories to shipwright-builder?
> >
> > Shipwright wraps all binaries in shell scripts that properly set the ENV
> > to allow the built dist to be fully relocatable.
> 
> So I can move RT after I install it? Where would I set this, or do the
> wrapper scripts pick this up automatically?

It's automatic.

> --andy
> 

-- 


From phalenor at gmail.com  Wed Jan 14 16:30:57 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Wed, 14 Jan 2009 16:30:57 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <20090114210417.GK21934@bestpractical.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
	<20090114210417.GK21934@bestpractical.com>
Message-ID: <1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>

On Wed, Jan 14, 2009 at 4:04 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>> Yes. Let me try again from scratch, maybe cpan failed to download something...
>
> If the vessel is working right, it should not ever download anything to
> build. Everything should be packaged in the vessel.

Nope, same thing. Here's the output before it goes into an endless
loop while trying to configure cpan:

http://users.bx.psu.edu/~phalenor/rt-fail2.txt

>> So I can move RT after I install it? Where would I set this, or do the
>> wrapper scripts pick this up automatically?
>
> It's automatic.

Thanks for the clarification.


From timothy-flynn at uiowa.edu  Wed Jan 14 17:29:26 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Wed, 14 Jan 2009 16:29:26 -0600
Subject: [rt-users] Can't call method "Content" on an undefined value at
	/usr/local/rt3/share/html/Admin/Global/MyRT.html line 97, line 225
Message-ID: <9E05C2058E89444585E4A672C4F68EFE01DAC71C@HC-MAIL13.healthcare.uiowa.edu>

Hi I am upgrading to RT 3.8.2 on a Red Hat 5 Enterprise system.  I am
also getting the error message


Can't call method "Content" on an undefined value at
/usr/local/rt3/share/html/Admin/Global/MyRT.html line 97,  line 225


I have Postgres so the MySQL recommendations I have read about don't
apply.

I am at the following versions:

DBD::Pg v2.11.6;
DBI v1.607;
DBIx::SearchBuilder v1.54;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;

I was upgrading from RT 3.4.5.  I did a clean install as recommended but
I didn't see any sql scripts to run for the 3.4.5 => 3.8.2 update.

What other things can I check?  I have turned on debugging and fixed the
error messages for GraphViz. 


Thanks!
-Tim



Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.




From kflowers at latticesemi.com  Wed Jan 14 19:45:37 2009
From: kflowers at latticesemi.com (Kim Flowers (Mr.))
Date: Wed, 14 Jan 2009 16:45:37 -0800
Subject: [rt-users] Getting "word wrap" in Ticket GUI history elements
Message-ID: <496E8731.4050700@latticesemi.com>

We're running RT 3.8.2

I've got a request from some of my users to get the
text that is stored & displayed in the history
area of each ticket (when they are viewing the
Ticket via the GUI) to wrap depending on the
width of their browser window.

In other words, right now emails/comments/correspondence
which is displayed in the history for each ticket is
displayed without wrap (unless you click on the
Download link for that message & get the text version
of it).

The users want the text in those boxes to wrap around
when the browser window is too small to display complete
lines, even if the result destroys the email formatting.

Is there a configuration option or a simple edit which
can be done to accomplish this?

Thanks,

-- 
Kim Flowers (Mr.)
Sr. CAD Engineer
Lattice Semiconductor Corp.
kim.flowers at latticesemi.com
503-268-8135


From jpierce at cambridgeenergyalliance.org  Wed Jan 14 20:04:25 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 14 Jan 2009 20:04:25 -0500
Subject: [rt-users] Getting "word wrap" in Ticket GUI history elements
In-Reply-To: <496E8731.4050700@latticesemi.com>
References: <496E8731.4050700@latticesemi.com>
Message-ID: <be7163f0901141704n1c0aa445o3bc2c6e63db2513f@mail.gmail.com>

> Is there a configuration option or a simple edit which
> can be done to accomplish this?
Yes. Monospace font precludes wrapping (it's done with a pre).
If you don't have monospace font enabled in user preferences,
things wrap fine.

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


From sunnavy at bestpractical.com  Wed Jan 14 23:44:28 2009
From: sunnavy at bestpractical.com (sunnavy)
Date: Thu, 15 Jan 2009 12:44:28 +0800
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
	<20090114210417.GK21934@bestpractical.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
Message-ID: <D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>

Hi Andrew

maybe some tests of deps failed?

please try to use this cmd to build:
$ ./bin/shipwright-builder --install-base /tmp/vessel_3.8.2 --skip-test

# then we can run rt's own tests this way:
$ /tmp/vessel_3.8.2/bin/rt-self-test

Everything goes well for me.
Good luck!

best wishes
sunnavy


On Jan 15, 2009, at 5:30 AM, Andrew Cobaugh wrote:

> On Wed, Jan 14, 2009 at 4:04 PM, Jesse Vincent <jesse at bestpractical.com 
> > wrote:
>>> Yes. Let me try again from scratch, maybe cpan failed to download  
>>> something...
>>
>> If the vessel is working right, it should not ever download  
>> anything to
>> build. Everything should be packaged in the vessel.
>
> Nope, same thing. Here's the output before it goes into an endless
> loop while trying to configure cpan:
>
> http://users.bx.psu.edu/~phalenor/rt-fail2.txt
>
>>> So I can move RT after I install it? Where would I set this, or do  
>>> the
>>> wrapper scripts pick this up automatically?
>>
>> It's automatic.
>
> Thanks for the clarification.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 phalenor at gmail.com  Thu Jan 15 00:19:14 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Thu, 15 Jan 2009 00:19:14 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
	<20090114210417.GK21934@bestpractical.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
Message-ID: <1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>

On Wed, Jan 14, 2009 at 11:44 PM, sunnavy <sunnavy at bestpractical.com> wrote:
> Hi Andrew
>
> maybe some tests of deps failed?
>
> please try to use this cmd to build:
> $ ./bin/shipwright-builder --install-base /tmp/vessel_3.8.2 --skip-test
>
> # then we can run rt's own tests this way:
> $ /tmp/vessel_3.8.2/bin/rt-self-test

Nope, same thing as before.  Perhaps I have an incomplete or outdated
tarball? What do you get when you use
http://fsck.com/~jesse/rt-3.8-vessel.tgz  ?

--andy


From sunnavy at bestpractical.com  Thu Jan 15 02:48:07 2009
From: sunnavy at bestpractical.com (sunnavy)
Date: Thu, 15 Jan 2009 15:48:07 +0800
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141045x23642a00o11a56bf9da287e60@mail.gmail.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
	<20090114210417.GK21934@bestpractical.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
Message-ID: <045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>


On Jan 15, 2009, at 1:19 PM, Andrew Cobaugh wrote:

> On Wed, Jan 14, 2009 at 11:44 PM, sunnavy  
> <sunnavy at bestpractical.com> wrote:
>> Hi Andrew
>>
>> maybe some tests of deps failed?
>>
>> please try to use this cmd to build:
>> $ ./bin/shipwright-builder --install-base /tmp/vessel_3.8.2 --skip- 
>> test
>>
>> # then we can run rt's own tests this way:
>> $ /tmp/vessel_3.8.2/bin/rt-self-test
>
> Nope, same thing as before.  Perhaps I have an incomplete or outdated
> tarball? What do you get when you use
> http://fsck.com/~jesse/rt-3.8-vessel.tgz  ?
>
> --andy

I think I have found the DBIx-SearchBuilder problem, and I've updated  
our vessel.
I set up a tmp web server for you to download the latest version:

http://fsck.com:8081/vessels/3.8.tar.gz

thanks very much!

best wishes
sunnavy







From elacour at easter-eggs.com  Thu Jan 15 03:15:48 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 15 Jan 2009 09:15:48 +0100
Subject: [rt-users] Reasons to upgrade to 3.8.2 from 3.6.7?
In-Reply-To: <13ca621c0901141157w607ecd7r6abf7b0de2aceb5b@mail.gmail.com>
References: <13ca621c0901141157w607ecd7r6abf7b0de2aceb5b@mail.gmail.com>
Message-ID: <20090115081547.GB8537@easter-eggs.com>

On Wed, Jan 14, 2009 at 07:57:23PM +0000, Gavin Henry wrote:
> Hi All,
> 
> I'm just wondering if an upgrade from 3.6.7 to 3.8.2 is a must have?
> 
> 


a should have within some month, I think yes, to stay not to far from
latest release ;)

you can look at the new features here:

http://bestpractical.typepad.com/worst_impractical/2008/07/today-were-rele.html

to see if one could be really usefull for you.



From tompos at martos.bme.hu  Thu Jan 15 03:42:37 2009
From: tompos at martos.bme.hu (=?ISO-8859-1?Q?Papp_Tam=E1s?=)
Date: Thu, 15 Jan 2009 09:42:37 +0100
Subject: [rt-users] upgrade from 3.0.12 to 3.6.5
Message-ID: <496EF6FD.80904@martos.bme.hu>


hi All,

I'm new to the list.

I moved an RT system from 3.0.12-7 (3.1) to 3.6.5-1 (Ubuntu 8.04), also 
hostname was changed.

Everything looks great, but "Links" section in a ticket. In history I 
can see the changes (For example Dependency on https://....), but the 
"Depends on:"  field is empty.

Did I miss something, or what can cause behaviour like this?


Thank you,

tamas


From george.beitis at googlemail.com  Thu Jan 15 04:34:18 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Thu, 15 Jan 2009 11:34:18 +0200
Subject: [rt-users] Upgrading from 3.6.7 to 3.8.2
Message-ID: <9be19c1c0901150134j7ced6ef8w266113ace7ecfa99@mail.gmail.com>

Hi everyone,
i have a quick question regarding upgrading from 3.6.7 to the latest
version.  In the readme file it says i should use a fresh directory, does
this mean do the installation in a new directory and change the apache hosts
file to point to that?  Can i keep the configuration files of the old
installation?  or should i edit the new ones again?

Thank you!
-------------- next part --------------
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From mike.peachey at jennic.com  Thu Jan 15 04:35:31 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 15 Jan 2009 09:35:31 +0000
Subject: [rt-users] Upgrading from 3.6.7 to 3.8.2
In-Reply-To: <9be19c1c0901150134j7ced6ef8w266113ace7ecfa99@mail.gmail.com>
References: <9be19c1c0901150134j7ced6ef8w266113ace7ecfa99@mail.gmail.com>
Message-ID: <496F0363.7030507@jennic.com>

George Beitis wrote:
> Hi everyone,
> i have a quick question regarding upgrading from 3.6.7 to the latest
> version.  In the readme file it says i should use a fresh directory,
> does this mean do the installation in a new directory and change the
> apache hosts file to point to that?  Can i keep the configuration files
> of the old installation?  or should i edit the new ones again?

New installation, new directory, then copy over your old configuration
files and local changes.

-- 
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 a.smith at ukgrid.net  Thu Jan 15 05:09:48 2009
From: a.smith at ukgrid.net (Andy Smith)
Date: Thu, 15 Jan 2009 10:09:48 +0000
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <20090114170618.73216zntwfl6cww0@horde.ukgrid.net>
References: <20090114170618.73216zntwfl6cww0@horde.ukgrid.net>
Message-ID: <20090115100948.16102ncvmno607cw@horde.ukgrid.net>

Anybody? :S

Without any other clues, and out of curiosity, and not really  
following exactly what is supposed to be the correct upgrade procedure  
:P I tried the following:

run schema.mysql-4.0-4.1.pl and apply the generate SQL
go to each directory in the source under etc/upgrade and apply any  
schema.mysql files to my DB

After this on the face of it I have a working RT3.8, but I dont really  
know if this is a robust way of upgrading and how likely I am to  
encounter problems later :S For example I complete ignored all the  
"content" files as I dont know what they are for :S

thanks, Andy.

Quoting Andy Smith <a.smith at ukgrid.net>:

> Hi,
>
>   I am testing an upgrade on FreeBSD of RT 3.6.7 to RT 3.8.1 and I  
> am getting an error when attempting to upgrade the MySQL DB.
>
> I am running the command:
>
> rt-setup-database --dba=root --action upgrade
>
> And after answering the various questions it starts to execute then  
> bombs out with this error:
>
> Proceed [y/N]:y
> Processing 3.7.1
> Now inserting data
> Processing 3.7.3
> Now populating database schema.
> [Wed Jan 14 17:09:06 2009] [crit]: DBD::mysql::st execute failed:  
> Table 'Attachments' already exists at  
> /usr/local/lib/perl5/site_perl/5.8.8/RT/Handle.pm line 470.  
> (/usr/local/lib/perl5/site_perl/5.8.8/RT.pm:379)
> DBD::mysql::st execute failed: Table 'Attachments' already exists at  
> /usr/local/lib/perl5/site_perl/5.8.8/RT/Handle.pm line 470.
>
> Can anyone help? I couldn't see any related problems searching via google :S
>
> thanks for any replies!
>
> Andy.
>
> ----------------------------------------------------------------
> This message was sent using IMP, the Internet Messaging Program.
>



----------------------------------------------------------------
This message was sent using IMP, the Internet Messaging Program.


From racke at linuxia.de  Thu Jan 15 05:19:32 2009
From: racke at linuxia.de (Stefan Hornburg)
Date: Thu, 15 Jan 2009 11:19:32 +0100
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <20090115100948.16102ncvmno607cw@horde.ukgrid.net>
References: <20090114170618.73216zntwfl6cww0@horde.ukgrid.net>
	<20090115100948.16102ncvmno607cw@horde.ukgrid.net>
Message-ID: <496F0DB4.2070309@linuxia.de>

Andy Smith wrote:
> Anybody? :S
> 
> Without any other clues, and out of curiosity, and not really  
> following exactly what is supposed to be the correct upgrade procedure  
> :P I tried the following:
> 
> run schema.mysql-4.0-4.1.pl and apply the generate SQL
> go to each directory in the source under etc/upgrade and apply any  
> schema.mysql files to my DB
> 
> After this on the face of it I have a working RT3.8, but I dont really  
> know if this is a robust way of upgrading and how likely I am to  
> encounter problems later :S For example I complete ignored all the  
> "content" files as I dont know what they are for :S

The robust way of upgrading is documented in README/UPGRADE files.
Look for the script which applies etc/upgrade files.

Regards
	Racke

-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From mike.peachey at jennic.com  Thu Jan 15 05:38:17 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 15 Jan 2009 10:38:17 +0000
Subject: [rt-users] Query ./configure parameters
Message-ID: <496F1219.4080604@jennic.com>

Does anyone know whether you can query RT for the parameters it was
configured with? Whether this be in the installation dir or the source dir.
-- 
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 JoopvandeWege at mococo.nl  Thu Jan 15 06:04:39 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Thu, 15 Jan 2009 12:04:39 +0100
Subject: [rt-users] Query ./configure parameters
In-Reply-To: <496F1219.4080604@jennic.com>
References: <496F1219.4080604@jennic.com>
Message-ID: <496F1847.6040702@mococo.nl>

Mike Peachey wrote:
> Does anyone know whether you can query RT for the parameters it was
> configured with? Whether this be in the installation dir or the source dir.
>   
Yes
 head ./config.log

-;)

Joop



From mike.peachey at jennic.com  Thu Jan 15 06:24:08 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 15 Jan 2009 11:24:08 +0000
Subject: [rt-users] Query ./configure parameters
In-Reply-To: <496F1847.6040702@mococo.nl>
References: <496F1219.4080604@jennic.com> <496F1847.6040702@mococo.nl>
Message-ID: <496F1CD8.8050800@jennic.com>

Joop wrote:
> Mike Peachey wrote:
>> Does anyone know whether you can query RT for the parameters it was
>> configured with? Whether this be in the installation dir or the source
>> dir.
>>   
> Yes
> head ./config.log

ty

-- 
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  Thu Jan 15 06:37:10 2009
From: martin at proxmox.com (Martin Maurer)
Date: Thu, 15 Jan 2009 12:37:10 +0100
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <20090109145052.GE7803@gunboat-diplomat.oucs.ox.ac.uk>
References: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com><20090108150647.GH23773@gunboat-diplomat.oucs.ox.ac.uk><7B7881568CF40E4388B615CD06F87B98098828@clara.maurer-it.com>
	<20090109145052.GE7803@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <7B7881568CF40E4388B615CD06F87B9809889B@clara.maurer-it.com>

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves
> Sent: Freitag, 09. J?nner 2009 15:51
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
> 
> On Fri, Jan 09, 2009 at 02:11:49PM +0100, Martin Maurer wrote:
> 
> > We are more or less finished with the virtual appliance, so the only
> open issue is the repository.
> > (currently we use official Lenny and  http://debian.etc.gen.nz for rt
> 3.8.1 but I am not sure if this will be maintained in the future).
> 
> Sorry, I didn't fully read this section. If it's essential that you have
> a repository which is maintained for lenny during its lifetime in the
> long-term and suitable for being maintained for an "appliance" where
> there is no expert local admin, I would recommend maintaining your own
> repository based on the packages from Debian proper, but we can consider
> maintaining one on alioth.debian.org if that makes the most sense.
> 
> Dominic.

Hi Dominic,

Yes, having an own Lenny repository just with the rt 3.8.x packages would be essential for all Lenny users. 
If you can setup this on alioth.debian.org this would be wonderful.

Best Regards,
Martin Maurer

martin at proxmox.com
http://pve.proxmox.com




From hanane.ourdani at gmail.com  Thu Jan 15 06:43:48 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Thu, 15 Jan 2009 11:43:48 +0000
Subject: [rt-users] (no subject)
Message-ID: <d779e32a0901150343q184fb6bejf272d13f8bd20dd@mail.gmail.com>

Hello everyone,

I'm a begginer in RT, i installed rt3.8.1, and i want to generate tickets by
email, for that i installed RT-Extension-CommandByMail0.06, all the commands
woke except those of Custom Field, to resolve this prolem i installed
ExtractCostomFieldValues, it workes for the new custom fields, but when i
test it with the old Custom Field it dosn't work,
I change this line:
last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/;
 with
 last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/;
but it doesn't work, please help me.

Best regards,
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From a.smith at ukgrid.net  Thu Jan 15 06:47:01 2009
From: a.smith at ukgrid.net (Andy Smith)
Date: Thu, 15 Jan 2009 11:47:01 +0000
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <20090115100948.16102ncvmno607cw@horde.ukgrid.net>
References: <20090114170618.73216zntwfl6cww0@horde.ukgrid.net>
	<20090115100948.16102ncvmno607cw@horde.ukgrid.net>
Message-ID: <20090115114701.244818ia9fqt26hw@horde.ukgrid.net>

Hi Racke,

   that was the subject of my first post to the list to which no one  
replied, I attempted to follow the infro in README and UPGRADING and  
UPGRADING.mysql and all i got left with was an error message and a  
failed upgrade :(.
My second mail was in desperation (as stated), I know that isnt the  
correct way to do it but the correct way didnt work and no one has  
suggested any fixes to this :(

thanks, Andy.

Quoting racke at linuxia.de:

> The robust way of upgrading is documented in README/UPGRADE files.
> Look for the script which applies etc/upgrade files.
>
> Regards
> 	Racke


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This message was sent using IMP, the Internet Messaging Program.



From alexsm at gmail.com  Thu Jan 15 08:01:22 2009
From: alexsm at gmail.com (Alex Moura)
Date: Thu, 15 Jan 2009 11:01:22 -0200
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <20090115114701.244818ia9fqt26hw@horde.ukgrid.net>
References: <20090114170618.73216zntwfl6cww0@horde.ukgrid.net>
	<20090115100948.16102ncvmno607cw@horde.ukgrid.net>
	<20090115114701.244818ia9fqt26hw@horde.ukgrid.net>
Message-ID: <de2590e90901150501r1151350cj640728a0c59ce9a3@mail.gmail.com>

Andy,

I followed these steps, following the UPGRADING UPGRADING.mysql docs and
other messages in this list, in particular, Tim Cutts and Ruslan posts[1]:

# Set up a new RT box, install the new version of MySQL you want to use, and
install RT 3.8.1.
# Dump of your production MySQL instance, and load it into the new MySQL
database.
# Follow the UPGRADING.mysql document if you're going to upgrade your mysql
server or move RT DB to a newer mysql server.

1) cd /path/to/rt-3.8.1-src/
2) ./sbin/rt-setup-database --dba root --action upgrade  # Select option to
go only as far as version 3.8.0
3) rm -fr /var/run/rt38/mason_data/obj/  && apachectl restart
4) perl ./etc/upgrade/schema.mysql-4.0-4.1.pl rt3 root > sql.queries # Run
the MySQL upgrade script, as detailed in UPGRADING.mysql, and apply the SQL
statements it wants you to make. This takes a while.
5) mysql -u root -p rt3 < sql.queries
6) ./sbin/rt-setup-database --dba root --action upgrade  # Run
"/opt/rt3/sbin/rt-setup-database --action upgrade"  again for the last small
changes from 3.8.0 to 3.8.1

Despite the fact that we did have a problem in our database in the step 5
above, I've sent the steps above to this list a few days ago and it seems
these are ok, as nobody - including Ruslan - told me otherwise.

Reference:
[1]
http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg16831.html

Best regards,

Alex
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From a.smith at ukgrid.net  Thu Jan 15 08:08:56 2009
From: a.smith at ukgrid.net (Andy Smith)
Date: Thu, 15 Jan 2009 13:08:56 +0000
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <20090115114701.244818ia9fqt26hw@horde.ukgrid.net>
References: <20090114170618.73216zntwfl6cww0@horde.ukgrid.net>
	<20090115100948.16102ncvmno607cw@horde.ukgrid.net>
	<20090115114701.244818ia9fqt26hw@horde.ukgrid.net>
Message-ID: <20090115130856.83023j3rpwcbs5es@horde.ukgrid.net>

Hi Alex,

   thanks a lot for your reply. I had tried more or less to do this  
before, although I hadn't split the upgrade section in to two steps,  
doing first until 3.8.0 then the rest.
I just tried running this, and I get the same error as before when  
attempting the first db upgrade (your step 2) :(

[Thu Jan 15 13:15:22 2009] [crit]: DBD::mysql::st execute failed:  
Table 'Attachments' already exists at  
/usr/local/lib/perl5/site_perl/5.8.8/RT/Handle.pm line 470.  
(/usr/local/lib/perl5/site_perl/5.8.8/RT.pm:379)
DBD::mysql::st execute failed: Table 'Attachments' already exists at  
/usr/local/lib/perl5/site_perl/5.8.8/RT/Handle.pm line 470.

So im still stumped :(

thanks, Andy.

----------------------------------------------------------------
This message was sent using IMP, the Internet Messaging Program.



From gavin.henry at gmail.com  Thu Jan 15 08:39:24 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Thu, 15 Jan 2009 13:39:24 +0000
Subject: [rt-users] Reasons to upgrade to 3.8.2 from 3.6.7?
In-Reply-To: <20090115081547.GB8537@easter-eggs.com>
References: <13ca621c0901141157w607ecd7r6abf7b0de2aceb5b@mail.gmail.com>
	<20090115081547.GB8537@easter-eggs.com>
Message-ID: <13ca621c0901150539o2683af36h5c7d60f944e3524a@mail.gmail.com>

> a should have within some month, I think yes, to stay not to far from
> latest release ;)
>
> you can look at the new features here:
>
> http://bestpractical.typepad.com/worst_impractical/2008/07/today-were-rele.html
>
> to see if one could be really usefull for you.

Will do thanks.

Gavin.


-- 
http://www.suretecsystems.com/services/openldap/


From falcone at bestpractical.com  Thu Jan 15 08:48:07 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Jan 2009 08:48:07 -0500
Subject: [rt-users] upgrade from 3.0.12 to 3.6.5
In-Reply-To: <496EF6FD.80904@martos.bme.hu>
References: <496EF6FD.80904@martos.bme.hu>
Message-ID: <144EF24B-2ACA-493E-8009-AE1C7505FFD3@bestpractical.com>


On Jan 15, 2009, at 3:42 AM, Papp Tam?s wrote:

> I moved an RT system from 3.0.12-7 (3.1) to 3.6.5-1 (Ubuntu 8.04),  
> also
> hostname was changed.
>
> Everything looks great, but "Links" section in a ticket. In history I
> can see the changes (For example Dependency on https://....), but the
> "Depends on:"  field is empty.
>
> Did I miss something, or what can cause behaviour like this?

If you changed your $rtname that would cause this problem

-kevin

From odhiambo at gmail.com  Thu Jan 15 09:18:55 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Thu, 15 Jan 2009 17:18:55 +0300
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
	<20090114210417.GK21934@bestpractical.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
Message-ID: <991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>

On Thu, Jan 15, 2009 at 10:48 AM, sunnavy <sunnavy at bestpractical.com> wrote:

>
> On Jan 15, 2009, at 1:19 PM, Andrew Cobaugh wrote:
>
> > On Wed, Jan 14, 2009 at 11:44 PM, sunnavy
> > <sunnavy at bestpractical.com> wrote:
> >> Hi Andrew
> >>
> >> maybe some tests of deps failed?
> >>
> >> please try to use this cmd to build:
> >> $ ./bin/shipwright-builder --install-base /tmp/vessel_3.8.2 --skip-
> >> test
> >>
> >> # then we can run rt's own tests this way:
> >> $ /tmp/vessel_3.8.2/bin/rt-self-test
> >
> > Nope, same thing as before.  Perhaps I have an incomplete or outdated
> > tarball? What do you get when you use
> > http://fsck.com/~jesse/rt-3.8-vessel.tgz<http://fsck.com/%7Ejesse/rt-3.8-vessel.tgz> ?
> >
> > --andy
>
> I think I have found the DBIx-SearchBuilder problem, and I've updated
> our vessel.
> I set up a tmp web server for you to download the latest version:
>
> http://fsck.com:8081/vessels/3.8.tar.gz
>
> thanks very much!


I have been lurking around, but this I had to try, but wonder what I
missed...

gw# ./bin/shipwright-builder --install-base /opt/rt38
start to build and install freetype
running shipwright build command: ./configure --prefix=/opt/rt38
GNU make (>= 3.79.1) or makepp (>= 1.19) is required to build FreeType2.
Please try
  `GNUMAKE=<GNU make command name> ./configure'.
or >&2
  `GNUMAKE="makepp --norc-substitution" ./configure'.
build freetype configure part with failure.
 at ./bin/shipwright-builder line 379
        main::_install('freetype', 'GLOB(0x8329524)') called at
./bin/shipwright-builder line 287
        main::install() called at ./bin/shipwright-builder line 200

gw# gmake -v
GNU Make 3.81
Copyright (C) 2006  Free Software Foundation, Inc.
This is free software; see the source for copying conditions.
There is NO warranty; not even for MERCHANTABILITY or FITNESS FOR A
PARTICULAR PURPOSE.

This program built for i386-portbld-freebsd7.0
gw# which gmake
/usr/local/bin/gmake

gw# ./bin/shipwright-builder --make /usr/local/bin/gmake --install-base
/opt/rt38
start to build and install freetype
running shipwright build command: ./configure --prefix=/opt/rt38
GNU make (>= 3.79.1) or makepp (>= 1.19) is required to build FreeType2.
Please try
  `GNUMAKE=<GNU make command name> ./configure'.
or >&2
  `GNUMAKE="makepp --norc-substitution" ./configure'.
build freetype configure part with failure.
 at ./bin/shipwright-builder line 379
        main::_install('freetype', 'GLOB(0x8329530)') called at
./bin/shipwright-builder line 287
        main::install() called at ./bin/shipwright-builder line 200

gw# uname -a
FreeBSD gw.crownkenya.com 7.1-PRERELEASE FreeBSD 7.1-PRERELEASE #0: Thu Dec
18 09:13:33 EAT 2008     root at FreeBSD-7:/usr/obj/usr/src/sys/BEASTIE-7.x
i386



-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Failure is the opportunity to begin again more intelligently." --Henry Ford
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From groups at kewlcat.com  Thu Jan 15 09:33:31 2009
From: groups at kewlcat.com (CT)
Date: Thu, 15 Jan 2009 08:33:31 -0600
Subject: [rt-users] Email configuration question
In-Reply-To: <496F1219.4080604@jennic.com>
References: <496F1219.4080604@jennic.com>
Message-ID: <496F493B.2040302@kewlcat.com>

Greetings..
I am in the process of setting up an RT system for our organization.
OS - Solaris 10 (sparc) - on a sparse root zone
MTA - PostFix
User Base <100

I am still reading the docs and will do a manual installation since the 
Blastwave  solution
is not current.

My question
Does the RT server need to be able to receive email, or can the user 
just create a ticket
via the web interface. (the server sending email from the server is not 
an issue,  all of  our
Solaris boxes send system messages to our email address via PostFix)
My reason for asking is that this will require to us to get an MX record.

much thanks
Charles



From phalenor at gmail.com  Thu Jan 15 09:37:23 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Thu, 15 Jan 2009 09:37:23 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
	<20090114210417.GK21934@bestpractical.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
Message-ID: <1b8d56200901150637r56814813n3e3afc29cee3a33@mail.gmail.com>

On Thu, Jan 15, 2009 at 2:48 AM, sunnavy <sunnavy at bestpractical.com> wrote:
>
> I think I have found the DBIx-SearchBuilder problem, and I've updated our
> vessel.
> I set up a tmp web server for you to download the latest version:
>
> http://fsck.com:8081/vessels/3.8.tar.gz

Sweet, it built this time. I should be able to find time to test this out today.

--andy


From barnesaw at ucrwcu.rwc.uc.edu  Thu Jan 15 09:40:57 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 15 Jan 2009 09:40:57 -0500
Subject: [rt-users] Email configuration question
In-Reply-To: <496F493B.2040302@kewlcat.com>
References: <496F1219.4080604@jennic.com> <496F493B.2040302@kewlcat.com>
Message-ID: <496F4AF9.3000105@ucrwcu.rwc.uc.edu>

To get around creating a new MX record, I set up a user in the aliases 
file on our actual mail server that points an address on the RT server.  
Just make sure you change the correspond address on your queue to match 
the "outside" address.

aliases file from main mail server:
#aliases brought forward from old server       
netsupport:  netsupport at invisible.rt.server

D


CT wrote:
> Greetings..
> I am in the process of setting up an RT system for our organization.
> OS - Solaris 10 (sparc) - on a sparse root zone
> MTA - PostFix
> User Base <100
>
> I am still reading the docs and will do a manual installation since the 
> Blastwave  solution
> is not current.
>
> My question
> Does the RT server need to be able to receive email, or can the user 
> just create a ticket
> via the web interface. (the server sending email from the server is not 
> an issue,  all of  our
> Solaris boxes send system messages to our email address via PostFix)
> My reason for asking is that this will require to us to get an MX record.
>
> much thanks
> Charles
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 sunnavy at bestpractical.com  Thu Jan 15 09:43:28 2009
From: sunnavy at bestpractical.com (sunnavy)
Date: Thu, 15 Jan 2009 22:43:28 +0800
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<20090114190126.GD13161@bestpractical.com>
	<1b8d56200901141238o824b005q7809520f7f277c85@mail.gmail.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
	<20090114210417.GK21934@bestpractical.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
	<991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
Message-ID: <80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>

as the error msg said, have you tried this?
GNUMAKE=gmake ./bin/shipwright-builder --install-base /tmp/ 
vessel_3.8.2 --skip-test

On Jan 15, 2009, at 10:18 PM, Odhiambo Washington wrote:

> On Thu, Jan 15, 2009 at 10:48 AM, sunnavy  
> <sunnavy at bestpractical.com> wrote:
>
> On Jan 15, 2009, at 1:19 PM, Andrew Cobaugh wrote:
>
> > On Wed, Jan 14, 2009 at 11:44 PM, sunnavy
> > <sunnavy at bestpractical.com> wrote:
> >> Hi Andrew
> >>
> >> maybe some tests of deps failed?
> >>
> >> please try to use this cmd to build:
> >> $ ./bin/shipwright-builder --install-base /tmp/vessel_3.8.2 --skip-
> >> test
> >>
> >> # then we can run rt's own tests this way:
> >> $ /tmp/vessel_3.8.2/bin/rt-self-test
> >
> > Nope, same thing as before.  Perhaps I have an incomplete or  
> outdated
> > tarball? What do you get when you use
> > http://fsck.com/~jesse/rt-3.8-vessel.tgz  ?
> >
> > --andy
>
> I think I have found the DBIx-SearchBuilder problem, and I've updated
> our vessel.
> I set up a tmp web server for you to download the latest version:
>
> http://fsck.com:8081/vessels/3.8.tar.gz
>
> thanks very much!
>
> I have been lurking around, but this I had to try, but wonder what I  
> missed...
>
> gw# ./bin/shipwright-builder --install-base /opt/rt38
> start to build and install freetype
> running shipwright build command: ./configure --prefix=/opt/rt38
> GNU make (>= 3.79.1) or makepp (>= 1.19) is required to build  
> FreeType2.
> Please try
>   `GNUMAKE=<GNU make command name> ./configure'.
> or >&2
>   `GNUMAKE="makepp --norc-substitution" ./configure'.
> build freetype configure part with failure.
>  at ./bin/shipwright-builder line 379
>         main::_install('freetype', 'GLOB(0x8329524)') called at ./ 
> bin/shipwright-builder line 287
>         main::install() called at ./bin/shipwright-builder line 200
>
> gw# gmake -v
> GNU Make 3.81
> Copyright (C) 2006  Free Software Foundation, Inc.
> This is free software; see the source for copying conditions.
> There is NO warranty; not even for MERCHANTABILITY or FITNESS FOR A
> PARTICULAR PURPOSE.
>
> This program built for i386-portbld-freebsd7.0
> gw# which gmake
> /usr/local/bin/gmake
>
> gw# ./bin/shipwright-builder --make /usr/local/bin/gmake --install- 
> base /opt/rt38
> start to build and install freetype
> running shipwright build command: ./configure --prefix=/opt/rt38
> GNU make (>= 3.79.1) or makepp (>= 1.19) is required to build  
> FreeType2.
> Please try
>   `GNUMAKE=<GNU make command name> ./configure'.
> or >&2
>   `GNUMAKE="makepp --norc-substitution" ./configure'.
> build freetype configure part with failure.
>  at ./bin/shipwright-builder line 379
>         main::_install('freetype', 'GLOB(0x8329530)') called at ./ 
> bin/shipwright-builder line 287
>         main::install() called at ./bin/shipwright-builder line 200
>
> gw# uname -a
> FreeBSD gw.crownkenya.com 7.1-PRERELEASE FreeBSD 7.1-PRERELEASE #0:  
> Thu Dec 18 09:13:33 EAT 2008     root at FreeBSD-7:/usr/obj/usr/src/sys/ 
> BEASTIE-7.x  i386
>
>
>
> -- 
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> "Failure is the opportunity to begin again more intelligently." -- 
> Henry Ford


best wishes
sunnavy







From tompos at martos.bme.hu  Thu Jan 15 09:46:57 2009
From: tompos at martos.bme.hu (Papp Tamas)
Date: Thu, 15 Jan 2009 15:46:57 +0100
Subject: [rt-users] upgrade from 3.0.12 to 3.6.5
In-Reply-To: <144EF24B-2ACA-493E-8009-AE1C7505FFD3@bestpractical.com>
References: <496EF6FD.80904@martos.bme.hu>
	<144EF24B-2ACA-493E-8009-AE1C7505FFD3@bestpractical.com>
Message-ID: <496F4C61.3010300@martos.bme.hu>

Kevin Falcone wrote, On 2009. 01. 15. 14:48:
> On Jan 15, 2009, at 3:42 AM, Papp Tam?s wrote:
>
>   
>> I moved an RT system from 3.0.12-7 (3.1) to 3.6.5-1 (Ubuntu 8.04),  
>> also
>> hostname was changed.
>>
>> Everything looks great, but "Links" section in a ticket. In history I
>> can see the changes (For example Dependency on https://....), but the
>> "Depends on:"  field is empty.
>>
>> Did I miss something, or what can cause behaviour like this?
>>     
>
> If you changed your $rtname that would cause this problem
>   

Yes, probably thi is the problem. Unfortunately I can't try it right 
now, but I will.

What is the right way to change $rtname? Is it enough to replace the old 
rtname string with the new one in the database?

Thank you very much,

tamas


From odhiambo at gmail.com  Thu Jan 15 09:48:57 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Thu, 15 Jan 2009 17:48:57 +0300
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
	<20090114210417.GK21934@bestpractical.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
	<991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
	<80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
Message-ID: <991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>

On Thu, Jan 15, 2009 at 5:43 PM, sunnavy <sunnavy at bestpractical.com> wrote:

> as the error msg said, have you tried this?
> GNUMAKE=gmake ./bin/shipwright-builder --install-base /tmp/vessel_3.8.2
> --skip-test


Aah.... now ...

configure: creating ./config.status
config.status: creating unix-cc.mk
config.status: creating unix-def.mk
config.status: creating freetype-config
config.status: creating freetype2.pc
config.status: creating ftconfig.h
config.status: executing libtool commands
gmake: Nothing to be done for `unix'.
running shipwright build command: make
"./builds/toplevel.mk", line 50: Need an operator
"./builds/toplevel.mk", line 52: Missing dependency operator
"./builds/toplevel.mk", line 54: Need an operator
"./builds/toplevel.mk", line 55: Need an operator
"./builds/toplevel.mk", line 64: Could not find ./objs/modules.cfg
"./builds/toplevel.mk", line 86: Missing dependency operator
"./builds/toplevel.mk", line 88: Need an operator
Error expanding embedded variable.
build freetype make part with failure.
 at ./bin/shipwright-builder line 379
        main::_install('freetype', 'GLOB(0x8329548)') called at
./bin/shipwright                                             -builder line
287
        main::install() called at ./bin/shipwright-builder line 200


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Failure is the opportunity to begin again more intelligently." --Henry Ford
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From barnesaw at ucrwcu.rwc.uc.edu  Thu Jan 15 09:49:13 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 15 Jan 2009 09:49:13 -0500
Subject: [rt-users] upgrade from 3.0.12 to 3.6.5
In-Reply-To: <496F4C61.3010300@martos.bme.hu>
References: <496EF6FD.80904@martos.bme.hu>	<144EF24B-2ACA-493E-8009-AE1C7505FFD3@bestpractical.com>
	<496F4C61.3010300@martos.bme.hu>
Message-ID: <496F4CE9.1080202@ucrwcu.rwc.uc.edu>

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


Papp Tamas wrote:
> Kevin Falcone wrote, On 2009. 01. 15. 14:48:
>   
>> On Jan 15, 2009, at 3:42 AM, Papp Tam?s wrote:
>>
>>   
>>     
>>> I moved an RT system from 3.0.12-7 (3.1) to 3.6.5-1 (Ubuntu 8.04),  
>>> also
>>> hostname was changed.
>>>
>>> Everything looks great, but "Links" section in a ticket. In history I
>>> can see the changes (For example Dependency on https://....), but the
>>> "Depends on:"  field is empty.
>>>
>>> Did I miss something, or what can cause behaviour like this?
>>>     
>>>       
>> If you changed your $rtname that would cause this problem
>>   
>>     
>
> Yes, probably thi is the problem. Unfortunately I can't try it right 
> now, but I will.
>
> What is the right way to change $rtname? Is it enough to replace the old 
> rtname string with the new one in the database?
>
> Thank you very much,
>
> tamas
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 a.smith at ukgrid.net  Thu Jan 15 10:19:49 2009
From: a.smith at ukgrid.net (Andy Smith)
Date: Thu, 15 Jan 2009 15:19:49 +0000
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <20090115130856.83023j3rpwcbs5es@horde.ukgrid.net>
References: <20090114170618.73216zntwfl6cww0@horde.ukgrid.net>
	<20090115100948.16102ncvmno607cw@horde.ukgrid.net>
	<20090115114701.244818ia9fqt26hw@horde.ukgrid.net>
	<20090115130856.83023j3rpwcbs5es@horde.ukgrid.net>
Message-ID: <20090115151949.98333nxktx6ynhus@horde.ukgrid.net>

Hi All,

   OK I think I have a solution to my problem which I hope results in  
a correctly upgrade database. The last piece of the puzzle, is what  
are the "content" files and what do you need to do with them? Well I  
guessed that you are meant to do this:

  rt-setup-database --action insert --datafile  
./etc/upgrade/3.8.1/content  --dba root

for each file (in order).

So my end solution would be:

1) install RT 3.8 to new dir
2) going thro each directory in order in etc/upgrade apply the files  
as necessary until 3.8.0. schema files are applied by redirecting into  
a mysql session and contect files are loaded with rt-setup-database  
(as above).
3) run schema.mysql-4.0-4.1.pl and apply the resulting SQL to the database
4) apply the final directories in etc/upgrade as above to take to  
version 3.8.1


Bit more of an effort than a single command, but it seems good to me  
(ignorance is bliss ;) ).

thanks, Andy.

----------------------------------------------------------------
This message was sent using IMP, the Internet Messaging Program.


From sunnavy at bestpractical.com  Thu Jan 15 10:28:41 2009
From: sunnavy at bestpractical.com (sunnavy)
Date: Thu, 15 Jan 2009 23:28:41 +0800
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<20090114204313.GI21934@bestpractical.com>
	<1b8d56200901141257x130bff4cif6296d4264e7a8ef@mail.gmail.com>
	<20090114210417.GK21934@bestpractical.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
	<991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
	<80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
	<991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
Message-ID: <D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>

Hi Odhiambo

seems gmake can work, now try this one, with telling shipwright- 
builder the right 'make' cmd:

$ GNUMAKE=gmake ./bin/shipwright-builder --make gmake --install-base / 
tmp/vessel_3.8.2 --skip-test

On Jan 15, 2009, at 10:48 PM, Odhiambo Washington wrote:

>
>
> On Thu, Jan 15, 2009 at 5:43 PM, sunnavy <sunnavy at bestpractical.com>  
> wrote:
> as the error msg said, have you tried this?
> GNUMAKE=gmake ./bin/shipwright-builder --install-base /tmp/ 
> vessel_3.8.2 --skip-test
>
> Aah.... now ...
>
> configure: creating ./config.status
> config.status: creating unix-cc.mk
> config.status: creating unix-def.mk
> config.status: creating freetype-config
> config.status: creating freetype2.pc
> config.status: creating ftconfig.h
> config.status: executing libtool commands
> gmake: Nothing to be done for `unix'.
> running shipwright build command: make
> "./builds/toplevel.mk", line 50: Need an operator
> "./builds/toplevel.mk", line 52: Missing dependency operator
> "./builds/toplevel.mk", line 54: Need an operator
> "./builds/toplevel.mk", line 55: Need an operator
> "./builds/toplevel.mk", line 64: Could not find ./objs/modules.cfg
> "./builds/toplevel.mk", line 86: Missing dependency operator
> "./builds/toplevel.mk", line 88: Need an operator
> Error expanding embedded variable.
> build freetype make part with failure.
>  at ./bin/shipwright-builder line 379
>         main::_install('freetype', 'GLOB(0x8329548)') called at ./ 
> bin/shipwright                                             -builder  
> line 287
>         main::install() called at ./bin/shipwright-builder line 200
>
>
> -- 
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> "Failure is the opportunity to begin again more intelligently." -- 
> Henry Ford


best wishes
sunnavy







From jmoseley at corp.xanadoo.com  Thu Jan 15 10:41:02 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Thu, 15 Jan 2009 09:41:02 -0600
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <20090115151949.98333nxktx6ynhus@horde.ukgrid.net>
Message-ID: <OFACD7DBE6.EC80350B-ON8625753F.0055B055-8625753F.00562334@corp.xanadoo.com>





Andy Smith <a.smith at ukgrid.net> wrote:

>Hi All,
>
>OK I think I have a solution to my problem which I hope results in
>a correctly upgrade database. The last piece of the puzzle, is what
>are the "content" files and what do you need to do with them? Well I
>guessed that you are meant to do this:
>
> rt-setup-database --action insert --datafile
>./etc/upgrade/3.8.1/content  --dba root
>for each file (in order).
>
>So my end solution would be:
>
>1) install RT 3.8 to new dir
>2) going thro each directory in order in etc/upgrade apply the files
>as necessary until 3.8.0. schema files are applied by redirecting into
>a mysql session and contect files are loaded with rt-setup-database
>(as above).
>3) run schema.mysql-4.0-4.1.pl and apply the resulting SQL to the database
>4) apply the final directories in etc/upgrade as above to take to
>version 3.8.1
>
>Bit more of an effort than a single command, but it seems good to me
>(ignorance is bliss ;) ).

Those are exactly the instructions for 3.8.0.  I don't know about 3.8.1.
In 3.8.2, you can upgrade the database via two steps.  First, upgrading
using rt-setup-database and inputting the version you want to stop at, then
completing the steps revolving around schema.mysql-4.0-4.1.pl.

Is there any reason you are not upgrading to 3.8.2?  There are many bug
fixes in 3.8.2 and many features/shortcuts that existed in 3.6.x but were
missing in 3.8.0 and 3.8.1.  In my opinion, you don't want to be running
3.8.1...

James




From a.smith at ukgrid.net  Thu Jan 15 10:50:39 2009
From: a.smith at ukgrid.net (Andy Smith)
Date: Thu, 15 Jan 2009 15:50:39 +0000
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <OFACD7DBE6.EC80350B-ON8625753F.0055B055-8625753F.00562334@corp.xanadoo.com>
References: <OFACD7DBE6.EC80350B-ON8625753F.0055B055-8625753F.00562334@corp.xanadoo.com>
Message-ID: <20090115155039.40223snwtc2zpjqc@horde.ukgrid.net>

Hi James,

   ok, well thats nice I managed to get to the instructions for 3.8  
using a bit of guesswork :P.

The only reason Im on 3.8.1 is that it is the current ports version in  
FreeBSD. If its worth waiting for 3.8.2 I'm happy to wait, Im not in  
any hurry to upgrade.

Thanks for the info,

Andy.

Quoting jmoseley at corp.xanadoo.com:


>
> Those are exactly the instructions for 3.8.0.  I don't know about 3.8.1.
> In 3.8.2, you can upgrade the database via two steps.  First, upgrading
> using rt-setup-database and inputting the version you want to stop at, then
> completing the steps revolving around schema.mysql-4.0-4.1.pl.
>
> Is there any reason you are not upgrading to 3.8.2?  There are many bug
> fixes in 3.8.2 and many features/shortcuts that existed in 3.6.x but were
> missing in 3.8.0 and 3.8.1.  In my opinion, you don't want to be running
> 3.8.1...
>
> James
>
>





----------------------------------------------------------------
This message was sent using IMP, the Internet Messaging Program.


From odhiambo at gmail.com  Thu Jan 15 10:58:21 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Thu, 15 Jan 2009 18:58:21 +0300
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<20090114210417.GK21934@bestpractical.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
	<991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
	<80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
	<991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
	<D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>
Message-ID: <991123400901150758nec4b127sb5e4ce1abf9b8a16@mail.gmail.com>

On Thu, Jan 15, 2009 at 6:28 PM, sunnavy <sunnavy at bestpractical.com> wrote:

> Hi Odhiambo
>
> seems gmake can work, now try this one, with telling shipwright-builder the
> right 'make' cmd:
>
> $ GNUMAKE=gmake ./bin/shipwright-builder --make gmake --install-base
> /tmp/vessel_3.8.2 --skip-test


Now this one is running ...

According to the README, I am now on:
2. Get some coffee; it'll be a while....

So I will go sleep and wake up on it tomorrow.

Thank you so much.


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Failure is the opportunity to begin again more intelligently." --Henry Ford
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From slackamp at gmail.com  Thu Jan 15 11:06:09 2009
From: slackamp at gmail.com (slamp slamp)
Date: Thu, 15 Jan 2009 11:06:09 -0500
Subject: [rt-users]  how to disable fckeditor globally?
Message-ID: <78926d250901150806ud4d78a5l8013d51b3babfbc3@mail.gmail.com>

is there a way to do this? i have not been able to find it.


From odhiambo at gmail.com  Thu Jan 15 11:01:27 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Thu, 15 Jan 2009 19:01:27 +0300
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <991123400901150758nec4b127sb5e4ce1abf9b8a16@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
	<991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
	<80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
	<991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
	<D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>
	<991123400901150758nec4b127sb5e4ce1abf9b8a16@mail.gmail.com>
Message-ID: <991123400901150801k77271d3fj5007e91adbd4223a@mail.gmail.com>

On Thu, Jan 15, 2009 at 6:58 PM, Odhiambo Washington <odhiambo at gmail.com>wrote:

>
>
> On Thu, Jan 15, 2009 at 6:28 PM, sunnavy <sunnavy at bestpractical.com>wrote:
>
>> Hi Odhiambo
>>
>> seems gmake can work, now try this one, with telling shipwright-builder
>> the right 'make' cmd:
>>
>> $ GNUMAKE=gmake ./bin/shipwright-builder --make gmake --install-base
>> /tmp/vessel_3.8.2 --skip-test
>
>
> Now this one is running ...
>
> According to the README, I am now on:
> 2. Get some coffee; it'll be a while....
>
> So I will go sleep and wake up on it tomorrow.
>

I spoke too soon. Maybe it heard me... and failed:)

<snip>
Finding dependencies for perlio.o.
Finding dependencies for perlapi.o.
Finding dependencies for numeric.o.
Finding dependencies for locale.o.
Finding dependencies for pp_pack.o.
Finding dependencies for pp_sort.o.
Finding dependencies for miniperlmain.o.
Finding dependencies for perlmain.o.
Finding dependencies for opmini.o.
echo Makefile.SH cflags.SH config_h.SH makeaperl.SH makedepend.SH
makedir.SH my                                             config.SH
writemain.SH pod/Makefile.SH | tr ' ' '\n' >.shlist
Updating makefile...
test -s perlmain.c && touch perlmain.c
cd x2p; make depend
sh ../makedepend MAKE=make
echo hash.c  str.c util.c walk.c | tr ' ' '\n' >.clist
Finding dependencies for hash.o.
Finding dependencies for str.o.
Finding dependencies for util.o.
Finding dependencies for walk.o.
echo Makefile.SH cflags.SH | tr ' ' '\n' >.shlist
Updating makefile...
Now you must run 'make'.

If you compile perl5 on a different machine or from a different object
directory, copy the Policy.sh file from this object directory to the
new one before you run Configure -- this will help you with most of
the policy defaults.

sed: 1: "./x2p/makefile": invalid command code .
build perl configure part with failure.
 at ./bin/shipwright-builder line 379
        main::_install('perl', 'GLOB(0x8329560)') called at
./bin/shipwright-bui                                             lder line
287
        main::install() called at ./bin/shipwright-builder line 200


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Failure is the opportunity to begin again more intelligently." --Henry Ford
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From jmoseley at corp.xanadoo.com  Thu Jan 15 11:10:35 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Thu, 15 Jan 2009 10:10:35 -0600
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <20090115155039.40223snwtc2zpjqc@horde.ukgrid.net>
Message-ID: <OF3D89A097.786145BD-ON8625753F.00575E6C-8625753F.0058D7AA@corp.xanadoo.com>




Andy Smith <a.smith at ukgrid.net>  wrote:

>Hi James,
>
>   ok, well thats nice I managed to get to the instructions for 3.8
>using a bit of guesswork :P.
>
>The only reason Im on 3.8.1 is that it is the current ports version in
>FreeBSD. If its worth waiting for 3.8.2 I'm happy to wait, Im not in
>any hurry to upgrade.
>
>Thanks for the info,

For what it's worth, although I too use yum/rpm management on my Redhat
boxes to install/upgrade almost everything, I find that using packages to
install/upgrade RT problematic.  It's much easier (for me) to upgrade from
source, especially since you really aren't compiling anything.  This goes
for Horde/Imp as well (which it appears you are using).

As it is right now, you are only a few steps frm getting RT 3.8.2 going
from source.  If you've installed the 3.8.1 from BSD ports, you are only
two updated Perl modules away from using 3.8.2.  If those updated modules
exist in ports, great.  If not, use Perl/CPAN to upgrade them.

The other steps are to download the source, perform a configure operation,
and make install.

The configure operation would look something like:

$ ./configure --prefix=/opt/rt3.8.2 --with-web-user=apache
--with-web-group=apache --with-mysql --with-web-handler=fastcgi

Make install would then put the actual files in /opt/rt3.8.2.  You can copy
your RT_SiteConfig.pm file into the new directory along with any local
changes.  Then create a soft link for /opt/rt3 to /opt/rt3.8.2, or however
your directory structure is laid out.  Then complete the mysql upgrade
steps.

After running configure, do a 'make testdeps' to see what modules you're
missing, need upgrading, etc.

James






From curtisb at vianet.ca  Thu Jan 15 11:18:57 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 15 Jan 2009 11:18:57 -0500
Subject: [rt-users] how to disable fckeditor globally?
In-Reply-To: <78926d250901150806ud4d78a5l8013d51b3babfbc3@mail.gmail.com>
References: <78926d250901150806ud4d78a5l8013d51b3babfbc3@mail.gmail.com>
Message-ID: <496F61F1.1010208@vianet.ca>

in your etc/RT_SiteConfig.pm

Set($MessageBoxRichText, 0);

slamp slamp wrote:
> is there a way to do this? i have not been able to find it.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 a.smith at ukgrid.net  Thu Jan 15 11:27:21 2009
From: a.smith at ukgrid.net (Andy Smith)
Date: Thu, 15 Jan 2009 16:27:21 +0000
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <OF3D89A097.786145BD-ON8625753F.00575E6C-8625753F.0058D7AA@corp.xanadoo.com>
References: <OF3D89A097.786145BD-ON8625753F.00575E6C-8625753F.0058D7AA@corp.xanadoo.com>
Message-ID: <20090115162721.13094sr05oxcndgg@horde.ukgrid.net>

Hi James,

   yes, Im not averse to compiling software from source, but actaully  
having not been using it for very long (I was on various different  
Unixs before) Ive been very impressed with FreeBSD ports (no probs  
with Horde/IMP BTW). Much more so than Linux tools such as yum and  
apt-get which I dont really trust (tho that may be cos I dont know  
them sufficiently well). Anyway thats just a by the by in case you or  
anyone else every facies trying FreeBSD and ports package management ;).

TBH Im happy to wait for the ports, more or less as a matter of good  
practice so that its easier to track whats installed on servers,  
manage package dependencies, and also portaudit is a great tool for  
checking your system against known vulnarabilites (might not cover  
100% of issues but handy). Although in the same moment I accept ports  
or other package management systems arent always the best way to  
install software, when you are dealing with a lot of systems and a lot  
of programs the good outweighs the bad (especially with ports ;) ),

cheers Andy.

Quoting jmoseley at corp.xanadoo.com:

>
> For what it's worth, although I too use yum/rpm management on my Redhat
> boxes to install/upgrade almost everything, I find that using packages to
> install/upgrade RT problematic.  It's much easier (for me) to upgrade from
> source, especially since you really aren't compiling anything.  This goes
> for Horde/Imp as well (which it appears you are using).
>
> As it is right now, you are only a few steps frm getting RT 3.8.2 going
> from source.  If you've installed the 3.8.1 from BSD ports, you are only
> two updated Perl modules away from using 3.8.2.  If those updated modules
> exist in ports, great.  If not, use Perl/CPAN to upgrade them.
>


----------------------------------------------------------------
This message was sent using IMP, the Internet Messaging Program.


From sunnavy at bestpractical.com  Thu Jan 15 11:38:03 2009
From: sunnavy at bestpractical.com (sunnavy)
Date: Fri, 16 Jan 2009 00:38:03 +0800
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <991123400901150801k77271d3fj5007e91adbd4223a@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901141330n241b179em60bca768815327b2@mail.gmail.com>
	<D891BBF9-6955-4648-849F-CD29886E6F94@bestpractical.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
	<991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
	<80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
	<991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
	<D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>
	<991123400901150758nec4b127sb5e4ce1abf9b8a16@mail.gmail.com>
	<991123400901150801k77271d3fj5007e91adbd4223a@mail.gmail.com>
Message-ID: <25C4529B-A4D3-46F8-B628-A1733B91D2C7@bestpractical.com>

hmm, seems some dists don't like gmake.
I suggest get around this by another way, i.e. cp gmake to make:
$ cd ( to home dir )
$ mkdir bin
$ cp /usr/local/bin/gmake bin/make
$ cd ( to rt dir )
$ PATH=~/bin:$PATH ./bin/shipwright-builder --install-base /tmp/ 
vessel_3.8.2 --skip-test

Good luck!

On Jan 16, 2009, at 12:01 AM, Odhiambo Washington wrote:

> On Thu, Jan 15, 2009 at 6:58 PM, Odhiambo Washington <odhiambo at gmail.com 
> > wrote:
>
>
> On Thu, Jan 15, 2009 at 6:28 PM, sunnavy <sunnavy at bestpractical.com>  
> wrote:
> Hi Odhiambo
>
> seems gmake can work, now try this one, with telling shipwright- 
> builder the right 'make' cmd:
>
> $ GNUMAKE=gmake ./bin/shipwright-builder --make gmake --install- 
> base /tmp/vessel_3.8.2 --skip-test
>
> Now this one is running ...
>
> According to the README, I am now on:
> 2. Get some coffee; it'll be a while....
>
> So I will go sleep and wake up on it tomorrow.
>
> I spoke too soon. Maybe it heard me... and failed:)
>
> <snip>
> Finding dependencies for perlio.o.
> Finding dependencies for perlapi.o.
> Finding dependencies for numeric.o.
> Finding dependencies for locale.o.
> Finding dependencies for pp_pack.o.
> Finding dependencies for pp_sort.o.
> Finding dependencies for miniperlmain.o.
> Finding dependencies for perlmain.o.
> Finding dependencies for opmini.o.
> echo Makefile.SH cflags.SH config_h.SH makeaperl.SH makedepend.SH   
> makedir.SH my                                             config.SH  
> writemain.SH pod/Makefile.SH | tr ' ' '\n' >.shlist
> Updating makefile...
> test -s perlmain.c && touch perlmain.c
> cd x2p; make depend
> sh ../makedepend MAKE=make
> echo hash.c  str.c util.c walk.c | tr ' ' '\n' >.clist
> Finding dependencies for hash.o.
> Finding dependencies for str.o.
> Finding dependencies for util.o.
> Finding dependencies for walk.o.
> echo Makefile.SH cflags.SH | tr ' ' '\n' >.shlist
> Updating makefile...
> Now you must run 'make'.
>
> If you compile perl5 on a different machine or from a different object
> directory, copy the Policy.sh file from this object directory to the
> new one before you run Configure -- this will help you with most of
> the policy defaults.
>
> sed: 1: "./x2p/makefile": invalid command code .
> build perl configure part with failure.
>  at ./bin/shipwright-builder line 379
>         main::_install('perl', 'GLOB(0x8329560)') called at ./bin/ 
> shipwright-bui                                             lder line  
> 287
>         main::install() called at ./bin/shipwright-builder line 200
>
>
> -- 
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> "Failure is the opportunity to begin again more intelligently." -- 
> Henry Ford


best wishes
sunnavy







From DMagnuszewski at synacor.com  Thu Jan 15 11:42:20 2009
From: DMagnuszewski at synacor.com (Dan Magnuszewski)
Date: Thu, 15 Jan 2009 11:42:20 -0500
Subject: [rt-users] 3.4-compat Skin Issue When Searching
Message-ID: <3E14D87BEECB554DB0D4CF560FA9E5CA08497D43@syncorpmail.synbuf.local>

I'm running RT 3.8.1, and for people using the 3.4-compat skin, they are
seeing a big blue box that is obscuring the search criteria ("Tickets"
-> "New Search") in RT. I can provide a screenshot if this is not a
known issue.

 

Thanks.

 

-Dan

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From groups at kewlcat.com  Thu Jan 15 12:02:05 2009
From: groups at kewlcat.com (CT)
Date: Thu, 15 Jan 2009 11:02:05 -0600
Subject: [rt-users] Email configuration question
In-Reply-To: <496F4AF9.3000105@ucrwcu.rwc.uc.edu>
References: <496F1219.4080604@jennic.com> <496F493B.2040302@kewlcat.com>
	<496F4AF9.3000105@ucrwcu.rwc.uc.edu>
Message-ID: <496F6C0D.3080505@kewlcat.com>

Drew,
Thanks for the response.. did some calling and since all of our servers 
sit in Private IP space
getting the MX record for internal looks like it will not be an issue..

Charles
> To get around creating a new MX record, I set up a user in the aliases 
> file on our actual mail server that points an address on the RT 
> server.  Just make sure you change the correspond address on your 
> queue to match the "outside" address.
>
> aliases file from main mail server:
> #aliases brought forward from old server       netsupport:  
> netsupport at invisible.rt.server
>
> D
>
>
> CT wrote:
>> Greetings..
>> I am in the process of setting up an RT system for our organization.
>> OS - Solaris 10 (sparc) - on a sparse root zone
>> MTA - PostFix
>> User Base <100
>>
>> I am still reading the docs and will do a manual installation since 
>> the Blastwave  solution
>> is not current.
>>
>> My question
>> Does the RT server need to be able to receive email, or can the user 
>> just create a ticket
>> via the web interface. (the server sending email from the server is 
>> not an issue,  all of  our
>> Solaris boxes send system messages to our email address via PostFix)
>> My reason for asking is that this will require to us to get an MX 
>> record.
>>
>> much thanks
>> Charles
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 alexsm at gmail.com  Thu Jan 15 13:55:38 2009
From: alexsm at gmail.com (Alex Moura)
Date: Thu, 15 Jan 2009 16:55:38 -0200
Subject: [rt-users] DB upgrade for RT 3.8 fails
In-Reply-To: <20090115162721.13094sr05oxcndgg@horde.ukgrid.net>
References: <OF3D89A097.786145BD-ON8625753F.00575E6C-8625753F.0058D7AA@corp.xanadoo.com>
	<20090115162721.13094sr05oxcndgg@horde.ukgrid.net>
Message-ID: <de2590e90901151055i63374b53qbf7fa58b1b8a0365@mail.gmail.com>

On Thu, Jan 15, 2009 at 2:27 PM, Andy Smith <a.smith at ukgrid.net> wrote:

> Hi James,
>
>   yes, Im not averse to compiling software from source, but actaully
> having not been using it for very long (I was on various different
> Unixs before) Ive been very impressed with FreeBSD ports (no probs
> with Horde/IMP BTW). Much more so than Linux tools such as yum and
> apt-get which I dont really trust (tho that may be cos I dont know
> them sufficiently well). Anyway thats just a by the by in case you or
> anyone else every facies trying FreeBSD and ports package management ;).
>
> TBH Im happy to wait for the ports, more or less as a matter of good
> practice so that its easier to track whats installed on servers,
> manage package dependencies, and also portaudit is a great tool for
> checking your system against known vulnarabilites (might not cover
> 100% of issues but handy). Although in the same moment I accept ports
> or other package management systems arent always the best way to
> install software, when you are dealing with a lot of systems and a lot
> of programs the good outweighs the bad (especially with ports ;) ),


Hi Andy,

Agreed! We also run rt over FreeBSD since rt-1.0.7, and we rely
on the ports tools to keep track of third-party packages in our servers,
otherwise it would be an unbearable task, once that mantaining our
dept. IT infrasctructure is not our mission.

I've contacted the www/rt38 port mantainer. Altough he didn't gave me
a schedule, he told me that the port update is his todo list. I also am
eager waiting the port for rt-3.8.2. :-(

Best regards,

Alex
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From gavin.henry at gmail.com  Thu Jan 15 17:26:51 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Thu, 15 Jan 2009 22:26:51 +0000
Subject: [rt-users] Postgres and 3.8.2
Message-ID: <13ca621c0901151426w517d057ex1da4b418c660cf48@mail.gmail.com>

Hi,

We've got an existing 3.6.7 db in rt3 and /opt/rt3. I've create a new
Pg rt38 db and /opt/rt38 dir. All is installed and working.

What's the best way to get the tickets etc. out of the old DB, as
there's nothing listed in UPGRADING about this and I don't want
to trample on new tables etc.

Thanks.


From joseph85750 at yahoo.com  Thu Jan 15 17:55:57 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 15 Jan 2009 14:55:57 -0800 (PST)
Subject: [rt-users] SearchBuilder permissions
In-Reply-To: <329875.91566.qm@web30302.mail.mud.yahoo.com>
Message-ID: <184311.35518.qm@web30305.mail.mud.yahoo.com>

I've recently migrated from RT2.0.15 to RT3.8.1.

I have a queue with certain keywords defined.? In RT2, if I wanted to search a queue with those keywords as a criteria, I would first add the queue to the search criteria.? Upon applying that, and the screen refreshed, the keywords would be displayed as additional options to modify the search.
In RT3, the above process is the same but the keywords criteria for search only show up when I'm logged in as root, or a specific user who has the following permissions for that queue:

AdminQueue

CommentOnTicket

CreateTicket

DeleteTicket

ModifyQueueWatchers

ModifyTicket

OwnTicket

ReplyToTicket

SeeQueue

ShowTicket

ShowTicketComments

WatchAsAdminCc

Which of those permissions is responsible for him being able to search using the keywords?? I didn't realize there would be a permissions restriction possibility for searching with the defined keywords.

Thanks!




      
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From dominic.hargreaves at oucs.ox.ac.uk  Thu Jan 15 18:23:53 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 15 Jan 2009 23:23:53 +0000
Subject: [rt-users] Postgres and 3.8.2
In-Reply-To: <13ca621c0901151426w517d057ex1da4b418c660cf48@mail.gmail.com>
References: <13ca621c0901151426w517d057ex1da4b418c660cf48@mail.gmail.com>
Message-ID: <20090115232353.GB971@gunboat-diplomat.oucs.ox.ac.uk>

On Thu, Jan 15, 2009 at 10:26:51PM +0000, Gavin Henry wrote:
> We've got an existing 3.6.7 db in rt3 and /opt/rt3. I've create a new
> Pg rt38 db and /opt/rt38 dir. All is installed and working.
> 
> What's the best way to get the tickets etc. out of the old DB, as
> there's nothing listed in UPGRADING about this and I don't want
> to trample on new tables etc.

The best way is to point the RT 3.8 config at the old database, and then
run the rt-setup-database script in order to apply the necessary schema
updates. Obviously back up your database before doing this!

You don't need to set up a completely new database.

Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From gavin.henry at gmail.com  Thu Jan 15 18:40:58 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Thu, 15 Jan 2009 23:40:58 +0000
Subject: [rt-users] Postgres and 3.8.2
In-Reply-To: <20090115232353.GB971@gunboat-diplomat.oucs.ox.ac.uk>
References: <13ca621c0901151426w517d057ex1da4b418c660cf48@mail.gmail.com>
	<20090115232353.GB971@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <13ca621c0901151540p56834fd5i1e97caf4ec615085@mail.gmail.com>

2009/1/15 Dominic Hargreaves <dominic.hargreaves at oucs.ox.ac.uk>:
> On Thu, Jan 15, 2009 at 10:26:51PM +0000, Gavin Henry wrote:
>> We've got an existing 3.6.7 db in rt3 and /opt/rt3. I've create a new
>> Pg rt38 db and /opt/rt38 dir. All is installed and working.
>>
>> What's the best way to get the tickets etc. out of the old DB, as
>> there's nothing listed in UPGRADING about this and I don't want
>> to trample on new tables etc.
>
> The best way is to point the RT 3.8 config at the old database, and then
> run the rt-setup-database script in order to apply the necessary schema
> updates. Obviously back up your database before doing this!
>
> You don't need to set up a completely new database.

Great news, thanks.


From cbrockett at barracuda.com  Thu Jan 15 18:24:07 2009
From: cbrockett at barracuda.com (Cassandra L. Brockett)
Date: Thu, 15 Jan 2009 15:24:07 -0800
Subject: [rt-users] Queue Sorting with PostgreSQL
In-Reply-To: <184311.35518.qm@web30305.mail.mud.yahoo.com>
References: <329875.91566.qm@web30302.mail.mud.yahoo.com>
	<184311.35518.qm@web30305.mail.mud.yahoo.com>
Message-ID: <279081D24CDCD242AA2729B7D47930A7014E8708@bn-hq-exch02.Cudanet.local>

So... After many headaches, we gave up trying to convert the databases
over for the ticket information from the old system, and started from
scratch.

Now, I happen to prefer PostgreSQL as my database engine due to
historical issues I have had with MySQL... However the code appears to
have a bug with 3.6.7, in that while everything works, trying to "sort
by queue" doesn't.  I can sort by everything but the Queue, and this
sort of throws things a little as it's something we set previously on a
whim and is now something we all seem to rely on... 

So.... Anyone know what I need to do to get the OrderBy line for anytime
someone wants to sort by Queue to use "queue" as the column name, and
not "Queue"?

Regards,
Cassandra Brockett
Barracuda Networks Inc.
Email:  cbrockett at barracuda.com
Web:  http://www.barracudanetworks.com

----------------------------------
Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com


From ruslan.zakirov at gmail.com  Thu Jan 15 19:55:38 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 16 Jan 2009 03:55:38 +0300
Subject: [rt-users] Queue Sorting with PostgreSQL
In-Reply-To: <279081D24CDCD242AA2729B7D47930A7014E8708@bn-hq-exch02.Cudanet.local>
References: <329875.91566.qm@web30302.mail.mud.yahoo.com>
	<184311.35518.qm@web30305.mail.mud.yahoo.com>
	<279081D24CDCD242AA2729B7D47930A7014E8708@bn-hq-exch02.Cudanet.local>
Message-ID: <589c94400901151655m56754f5ar28cd9907616b0c47@mail.gmail.com>

As far as I know sorting by Queue always was sorting by queue ids.
It's been changed in 3.8.1 or 3.8.2.

On Fri, Jan 16, 2009 at 2:24 AM, Cassandra L. Brockett
<cbrockett at barracuda.com> wrote:
> So... After many headaches, we gave up trying to convert the databases
> over for the ticket information from the old system, and started from
> scratch.
>
> Now, I happen to prefer PostgreSQL as my database engine due to
> historical issues I have had with MySQL... However the code appears to
> have a bug with 3.6.7, in that while everything works, trying to "sort
> by queue" doesn't.  I can sort by everything but the Queue, and this
> sort of throws things a little as it's something we set previously on a
> whim and is now something we all seem to rely on...
>
> So.... Anyone know what I need to do to get the OrderBy line for anytime
> someone wants to sort by Queue to use "queue" as the column name, and
> not "Queue"?
>
> Regards,
> Cassandra Brockett
> Barracuda Networks Inc.
> Email:  cbrockett at barracuda.com
> Web:  http://www.barracudanetworks.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
>



-- 
Best regards, Ruslan.


From cbrockett at barracuda.com  Thu Jan 15 19:59:02 2009
From: cbrockett at barracuda.com (Cassandra L. Brockett)
Date: Thu, 15 Jan 2009 16:59:02 -0800
Subject: [rt-users] Queue Sorting with PostgreSQL
In-Reply-To: <589c94400901151655m56754f5ar28cd9907616b0c47@mail.gmail.com>
References: <329875.91566.qm@web30302.mail.mud.yahoo.com>
	<184311.35518.qm@web30305.mail.mud.yahoo.com>
	<279081D24CDCD242AA2729B7D47930A7014E8708@bn-hq-exch02.Cudanet.local>
	<589c94400901151655m56754f5ar28cd9907616b0c47@mail.gmail.com>
Message-ID: <279081D24CDCD242AA2729B7D47930A7014E8725@bn-hq-exch02.Cudanet.local>

Oh, sorry, that isn't the question.

I know it's sorting by Queue id's, the problem is that RT is using the
word "Queue" as the OrderBy request, not "queue", case is important in
this particular instance.


Regards,
Cassandra Brockett
Barracuda Networks Inc.
Tel:  +1-(408)342-5653
Fax:  +1-(408)342-5653
Email:  cbrockett at barracuda.com
Web:  http://www.barracudanetworks.com

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Thursday, January 15, 2009 4:56 PM
To: Cassandra L. Brockett
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Queue Sorting with PostgreSQL

As far as I know sorting by Queue always was sorting by queue ids.
It's been changed in 3.8.1 or 3.8.2.

On Fri, Jan 16, 2009 at 2:24 AM, Cassandra L. Brockett
<cbrockett at barracuda.com> wrote:
> So... After many headaches, we gave up trying to convert the databases

> over for the ticket information from the old system, and started from 
> scratch.
>
> Now, I happen to prefer PostgreSQL as my database engine due to 
> historical issues I have had with MySQL... However the code appears to

> have a bug with 3.6.7, in that while everything works, trying to "sort

> by queue" doesn't.  I can sort by everything but the Queue, and this 
> sort of throws things a little as it's something we set previously on 
> a whim and is now something we all seem to rely on...
>
> So.... Anyone know what I need to do to get the OrderBy line for 
> anytime someone wants to sort by Queue to use "queue" as the column 
> name, and not "Queue"?
>
> Regards,
> Cassandra Brockett
> Barracuda Networks Inc.
> Email:  cbrockett at barracuda.com
> Web:  http://www.barracudanetworks.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
>



--
Best regards, Ruslan.

----------------------------------
Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com


From odhiambo at gmail.com  Fri Jan 16 01:42:11 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Fri, 16 Jan 2009 09:42:11 +0300
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <25C4529B-A4D3-46F8-B628-A1733B91D2C7@bestpractical.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<1b8d56200901142119k70b77785m9179984a7d94e163@mail.gmail.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
	<991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
	<80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
	<991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
	<D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>
	<991123400901150758nec4b127sb5e4ce1abf9b8a16@mail.gmail.com>
	<991123400901150801k77271d3fj5007e91adbd4223a@mail.gmail.com>
	<25C4529B-A4D3-46F8-B628-A1733B91D2C7@bestpractical.com>
Message-ID: <991123400901152242uf97e035hf6b39aa35185fb52@mail.gmail.com>

On Thu, Jan 15, 2009 at 7:38 PM, sunnavy <sunnavy at bestpractical.com> wrote:

> hmm, seems some dists don't like gmake.
> I suggest get around this by another way, i.e. cp gmake to make:
> $ cd ( to home dir )
> $ mkdir bin
> $ cp /usr/local/bin/gmake bin/make
> $ cd ( to rt dir )
> $ PATH=~/bin:$PATH ./bin/shipwright-builder --install-base
> /tmp/vessel_3.8.2 --skip-test
>
> Good luck!


It fails at the exact same point with the exact same message, so this method
does not make a difference.
Anything else I can try?


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Failure is the opportunity to begin again more intelligently." --Henry Ford
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From dominic.hargreaves at oucs.ox.ac.uk  Fri Jan 16 03:35:50 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Fri, 16 Jan 2009 08:35:50 +0000
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <7B7881568CF40E4388B615CD06F87B9809889B@clara.maurer-it.com>
References: <20090109145052.GE7803@gunboat-diplomat.oucs.ox.ac.uk>
	<7B7881568CF40E4388B615CD06F87B9809889B@clara.maurer-it.com>
Message-ID: <20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk>

On Thu, Jan 15, 2009 at 12:37:10PM +0100, Martin Maurer wrote:
> Yes, having an own Lenny repository just with the rt 3.8.x packages would be essential for all Lenny users. 
> If you can setup this on alioth.debian.org this would be wonderful.

I'll do this once request-tracker3.8 has been uploaded to unstable,
which shouldn't be long.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From sara at edhouse.cz  Fri Jan 16 03:33:27 2009
From: sara at edhouse.cz (=?ISO-8859-2?Q?Tom=E1=B9_S=E1ra?=)
Date: Fri, 16 Jan 2009 09:33:27 +0100
Subject: [rt-users] Day of the week
Message-ID: <49704657.5020507@edhouse.cz>

Hello everybody,

is there a possibility to find out the day of the week out of the date? 
I sopose there should be a perl function for this. Am I right? I 
searched mailing lists but I didn't find any information there.

Thanks in advance for any help,
Tom.



From matthew.seaman at thebunker.net  Fri Jan 16 03:55:47 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Fri, 16 Jan 2009 08:55:47 +0000
Subject: [rt-users] Day of the week
In-Reply-To: <49704657.5020507@edhouse.cz>
References: <49704657.5020507@edhouse.cz>
Message-ID: <49704B93.6030803@thebunker.net>

Tom?? S?ra wrote:
> Hello everybody,
> 
> is there a possibility to find out the day of the week out of the date? 
> I sopose there should be a perl function for this. Am I right? I 
> searched mailing lists but I didn't find any information there.
> 
> Thanks in advance for any help,

% perl -MPOSIX -le 'print strftime "%A", localtime;'
Friday

	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 ams at kreditor.se  Fri Jan 16 04:11:21 2009
From: ams at kreditor.se (Alfred M. Szmidt)
Date: Fri, 16 Jan 2009 10:11:21 +0100
Subject: [rt-users] RT new status, and automatic reminder after date...
Message-ID: <E1LNkjZ-0000tJ-Rc@beryx.hq.kred>

Hi,

Would it be possible to have a new status field, called for example
`followup', which given a date would automatically change over to
`open', or send out a reminder that one should checkup on that ticket?

-- 
Alfred M. Szmidt
System Administrator

KREDITOR EUROPE AB
S:t Eriksgatan 117
113 43 Stockholm

Dir: +46 (0)7 65 - 26 00 45
Vxl: +46 (0)8 120 120 00
Fax: +46 (0)8 120 120 99


From berrebi at yahoo-inc.com  Fri Jan 16 04:45:27 2009
From: berrebi at yahoo-inc.com (Remy Berrebi)
Date: Fri, 16 Jan 2009 10:45:27 +0100
Subject: [rt-users] how to disable fckeditor globally?
In-Reply-To: <496F61F1.1010208@vianet.ca>
References: <78926d250901150806ud4d78a5l8013d51b3babfbc3@mail.gmail.com>
	<496F61F1.1010208@vianet.ca>
Message-ID: <49705737.2080608@yahoo-inc.com>

hi everyone,

on my side, i installed a fresh 3.8.1 version of RT and i can not see 
anywhere fckeditor menu-bar, is there a documentation or something i 
miss about it?

i even try to put "Set($MessageBoxRichText, 1);" but nothing change... i 
test my RT with firefox 3 on linux and IE6 on linux...

any help will be appreciate,

regards,


Curtis Bruneau wrote:
> in your etc/RT_SiteConfig.pm
>
> Set($MessageBoxRichText, 0);
>
> slamp slamp wrote:
>   
>> is there a way to do this? i have not been able to find it.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 racke at linuxia.de  Fri Jan 16 04:53:05 2009
From: racke at linuxia.de (Stefan Hornburg (Racke))
Date: Fri, 16 Jan 2009 10:53:05 +0100
Subject: [rt-users] how to disable fckeditor globally?
In-Reply-To: <49705737.2080608@yahoo-inc.com>
References: <78926d250901150806ud4d78a5l8013d51b3babfbc3@mail.gmail.com>	<496F61F1.1010208@vianet.ca>
	<49705737.2080608@yahoo-inc.com>
Message-ID: <49705901.903@linuxia.de>

Remy Berrebi wrote:
> hi everyone,
> 
> on my side, i installed a fresh 3.8.1 version of RT and i can not see 
> anywhere fckeditor menu-bar, is there a documentation or something i 
> miss about it?
> 
> i even try to put "Set($MessageBoxRichText, 1);" but nothing change... i 
> test my RT with firefox 3 on linux and IE6 on linux...
> 
> any help will be appreciate,

Check your JavaScript error console first (and look at the HTML source
code where you see a trace of fckeditor).

Regards
	Racke



-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From george.beitis at googlemail.com  Fri Jan 16 05:00:29 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Fri, 16 Jan 2009 12:00:29 +0200
Subject: [rt-users] Segmentation Fault
Message-ID: <9be19c1c0901160200s3ab12a2bt4a6c09c0e3ae7597@mail.gmail.com>

Hey guys,
i was running RT fine for the last couple of days, and as i was about to
create a ticket everything died.  Apache error logs
 [notice] child pid 7384 exit signal Segmentation fault (11)

I am running :
 Apache/2.2.9 (Ubuntu) mod_perl/2.0.4 Perl/v5.10.0 configured

with the latest versions of RT, RTIR, and RTFQ .


As i said everything was fine, no updates or anything

Any ideas on how to fix this? anyone with similar issues?

George
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From berrebi at yahoo-inc.com  Fri Jan 16 05:40:24 2009
From: berrebi at yahoo-inc.com (Remy Berrebi)
Date: Fri, 16 Jan 2009 11:40:24 +0100
Subject: [rt-users] how to enable fckeditor globally?
In-Reply-To: <49705901.903@linuxia.de>
References: <78926d250901150806ud4d78a5l8013d51b3babfbc3@mail.gmail.com>	<496F61F1.1010208@vianet.ca>	<49705737.2080608@yahoo-inc.com>
	<49705901.903@linuxia.de>
Message-ID: <49706418.6040407@yahoo-inc.com>

well i can see this on my error console :

Erreur : missing ) after argument list
Fichier Source : http://localhost/rt3/Ticket/Create.html?Queue=1
Ligne : 67, Colonne : 67
Code Source :
    doOnLoad(hide(document.getElementById('Ticket-Create-details')););


but i changed nothing on template or html ...


Stefan Hornburg (Racke) wrote:
> Remy Berrebi wrote:
>   
>> hi everyone,
>>
>> on my side, i installed a fresh 3.8.1 version of RT and i can not see 
>> anywhere fckeditor menu-bar, is there a documentation or something i 
>> miss about it?
>>
>> i even try to put "Set($MessageBoxRichText, 1);" but nothing change... i 
>> test my RT with firefox 3 on linux and IE6 on linux...
>>
>> any help will be appreciate,
>>     
>
> Check your JavaScript error console first (and look at the HTML source
> code where you see a trace of fckeditor).
>
> Regards
> 	Racke
>
>
>
>   



From berrebi at yahoo-inc.com  Fri Jan 16 05:52:15 2009
From: berrebi at yahoo-inc.com (Remy Berrebi)
Date: Fri, 16 Jan 2009 11:52:15 +0100
Subject: [rt-users] how to enable fckeditor globally?
In-Reply-To: <49706418.6040407@yahoo-inc.com>
References: <78926d250901150806ud4d78a5l8013d51b3babfbc3@mail.gmail.com>	<496F61F1.1010208@vianet.ca>	<49705737.2080608@yahoo-inc.com>	<49705901.903@linuxia.de>
	<49706418.6040407@yahoo-inc.com>
Message-ID: <497066DF.7090802@yahoo-inc.com>

ok i find a solution.

i edit file : /usr/share/rt3/html/Ticket/Create.html

find this on line 48 :

<& /Elements/Header,
    Title => loc("Create a new ticket"),
    onload => "hide(document.getElementById('Ticket-Create-details'));" &>

i remove the ";" to have this :

<& /Elements/Header,
    Title => loc("Create a new ticket"),
    onload => "hide(document.getElementById('Ticket-Create-details'))" &>

and now i have the fckeditor visible (but reduced by default...)

in case it can help, i have RT3.8.1 from YUM rpm for Fedora 10...


Remy Berrebi wrote:
> well i can see this on my error console :
>
> Erreur : missing ) after argument list
> Fichier Source : http://localhost/rt3/Ticket/Create.html?Queue=1
> Ligne : 67, Colonne : 67
> Code Source :
>     doOnLoad(hide(document.getElementById('Ticket-Create-details')););
>
>
> but i changed nothing on template or html ...
>
>
> Stefan Hornburg (Racke) wrote:
>   
>> Remy Berrebi wrote:
>>   
>>     
>>> hi everyone,
>>>
>>> on my side, i installed a fresh 3.8.1 version of RT and i can not see 
>>> anywhere fckeditor menu-bar, is there a documentation or something i 
>>> miss about it?
>>>
>>> i even try to put "Set($MessageBoxRichText, 1);" but nothing change... i 
>>> test my RT with firefox 3 on linux and IE6 on linux...
>>>
>>> any help will be appreciate,
>>>     
>>>       
>> Check your JavaScript error console first (and look at the HTML source
>> code where you see a trace of fckeditor).
>>
>> Regards
>> 	Racke
>>
>>
>>
>>   
>>     
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 martin at proxmox.com  Fri Jan 16 05:54:42 2009
From: martin at proxmox.com (Martin Maurer)
Date: Fri, 16 Jan 2009 11:54:42 +0100
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk>
References: <20090109145052.GE7803@gunboat-diplomat.oucs.ox.ac.uk><7B7881568CF40E4388B615CD06F87B9809889B@clara.maurer-it.com>
	<20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <7B7881568CF40E4388B615CD06F87B980988B5@clara.maurer-it.com>

> Subject: Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
> 
> On Thu, Jan 15, 2009 at 12:37:10PM +0100, Martin Maurer wrote:
> > Yes, having an own Lenny repository just with the rt 3.8.x packages
> would be essential for all Lenny users.
> > If you can setup this on alioth.debian.org this would be wonderful.
> 
> I'll do this once request-tracker3.8 has been uploaded to unstable,
> which shouldn't be long.

Good news, I will test as soon as available!
Br, Martin

http://pve.proxmox.com
martin at proxmox.com




From sara at edhouse.cz  Fri Jan 16 05:56:30 2009
From: sara at edhouse.cz (=?UTF-8?B?VG9tw6HFoSBTw6FyYQ==?=)
Date: Fri, 16 Jan 2009 11:56:30 +0100
Subject: [rt-users] Day of the week
In-Reply-To: <49704B93.6030803@thebunker.net>
References: <49704657.5020507@edhouse.cz> <49704B93.6030803@thebunker.net>
Message-ID: <497067DE.5010205@edhouse.cz>

Thanks for your answer. What you wrote works fine in shell. I need to do 
this in scrip. Is there any possibility?

Thanks a lot for any comments,
Tom.

Matthew Seaman napsal(a):
> Tom?? S?ra wrote:
>> Hello everybody,
>>
>> is there a possibility to find out the day of the week out of the 
>> date? I sopose there should be a perl function for this. Am I right? 
>> I searched mailing lists but I didn't find any information there.
>>
>> Thanks in advance for any help,
>
> % perl -MPOSIX -le 'print strftime "%A", localtime;'
> Friday
>
>     Cheers,
>
>     Matthew
>



From Martin.Schneider at dst-it.de  Fri Jan 16 05:50:50 2009
From: Martin.Schneider at dst-it.de (Martin Schneider DST)
Date: Fri, 16 Jan 2009 11:50:50 +0100
Subject: [rt-users] HTTP/HTTPS change on RT 3.8.2 when replying or
	commenting a ticket
Message-ID: <1049673535.20090116115050@dst-it.de>

Hello,

some days ago I updated our Request Tracker from 3.6.1 to 3.8.2. The 
update was working smoothly and without problems. Good work!

However I have one single problem:

Our RT runs with its base URL as "https://". That works perfectly with 
every single link. But when clicking on replying or commenting a 
ticket the next screen is trying to be loaded as "http://". Can you 
confirm - or which additional seeting must be setted that is reacts 
correctly.

This problem didn't exist with the 3.6.1.

-- 
Best regards,
 Martin



From racke at linuxia.de  Fri Jan 16 06:07:45 2009
From: racke at linuxia.de (Stefan Hornburg)
Date: Fri, 16 Jan 2009 12:07:45 +0100
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <20090114115901.GA24421@gunboat-diplomat.oucs.ox.ac.uk>
References: <7B7881568CF40E4388B615CD06F87B98098818@clara.maurer-it.com>	<20090108150647.GH23773@gunboat-diplomat.oucs.ox.ac.uk>
	<20090114115901.GA24421@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <49706A81.7090800@linuxia.de>

Dominic Hargreaves wrote:
> On Thu, Jan 08, 2009 at 03:06:48PM +0000, Dominic Hargreaves wrote:
>> On Thu, Jan 08, 2009 at 03:34:21PM +0100, Martin Maurer wrote:
>>> Andrew published well working Lenny packages for 3.8.1 (deb http://debian.etc.gen.nz <http://debian.etc.gen.nz>  lenny rt), also similar packages are available in Debian experimental. As Debian Lenny is the next stable, where can I get packages for the latest RT 3.8.2? anybody working already on this?
>> Yep - I hope to get packages uploaded to experimental (or possibly
>> unstable - it won't be a candidate for lenny anyway due to the new
>> package name) in the next few days.
> 
> For those who are interested, 3.8.2 packages are now available in Debian
> experimental (there are a few more issues to work out before an upload
> to unstable, but this packages should be largely working). They should
> work on etch (with a few extra packages) and lenny.

I updated my main RT instance with these packages. Works like a charm,
thanks Dominic!

Regards
         Racke


-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From george.beitis at googlemail.com  Fri Jan 16 06:56:31 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Fri, 16 Jan 2009 13:56:31 +0200
Subject: [rt-users] Segmentation Fault
In-Reply-To: <9be19c1c0901160200s3ab12a2bt4a6c09c0e3ae7597@mail.gmail.com>
References: <9be19c1c0901160200s3ab12a2bt4a6c09c0e3ae7597@mail.gmail.com>
Message-ID: <9be19c1c0901160356h12c531cembddb0a4f8c970ef1@mail.gmail.com>

Update:
After spending using strace on apache i keep seeing the following:

.
.
.
11845 stat64("/usr/local/share/perl/5.10.0/auto/DBI/DESTROY.al", 0xbff99e80)
= -1 ENOENT (No such file or directory)
11845 stat64("/usr/lib/perl5/auto/DBI/DESTROY.al", 0xbff99e80) = -1 ENOENT
(No such file or directory)
11845 stat64("/usr/share/perl5/auto/DBI/DESTROY.al", 0xbff99e80) = -1 ENOENT
(No such file or directory)
11845 stat64("/usr/lib/perl/5.10/auto/DBI/DESTROY.al", 0xbff99e80) = -1
ENOENT (No such file or directory)
11845 stat64("/usr/share/perl/5.10/auto/DBI/DESTROY.al", 0xbff99e80) = -1
ENOENT (No such file or directory)
11845 stat64("/usr/local/lib/site_perl/auto/DBI/DESTROY.al", 0xbff99e80) =
-1 ENOENT (No such file or directory)
11845 stat64("./auto/DBI/DESTROY.al", 0xbff99e80) = -1 ENOENT (No such file
or directory)
11845 stat64("/etc/apache2/auto/DBI/DESTROY.al", 0xbff99e80) = -1 ENOENT (No
such file or directory)
11845 munmap(0xb73c1000, 20664)         = 0
11845 munmap(0xb738d000, 45264)         = 0
11845 munmap(0xb73b9000, 28980)         = 0
11845 munmap(0xb7385000, 28936)         = 0

and it seems that it can not locate DESTROY.al which i think might be the
reason of the segemntation faults i keep getting from apache

Any ideas??

George

On Fri, Jan 16, 2009 at 12:00 PM, George Beitis <
george.beitis at googlemail.com> wrote:

> Hey guys,
> i was running RT fine for the last couple of days, and as i was about to
> create a ticket everything died.  Apache error logs
>  [notice] child pid 7384 exit signal Segmentation fault (11)
>
> I am running :
>  Apache/2.2.9 (Ubuntu) mod_perl/2.0.4 Perl/v5.10.0 configured
>
> with the latest versions of RT, RTIR, and RTFQ .
>
>
> As i said everything was fine, no updates or anything
>
> Any ideas on how to fix this? anyone with similar issues?
>
> George
>
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From aperotti at cutaway.it  Fri Jan 16 06:56:35 2009
From: aperotti at cutaway.it (Andrea Perotti)
Date: Fri, 16 Jan 2009 12:56:35 +0100
Subject: [rt-users] how to disable fckeditor globally?
In-Reply-To: <496F61F1.1010208@vianet.ca>
References: <78926d250901150806ud4d78a5l8013d51b3babfbc3@mail.gmail.com>
	<496F61F1.1010208@vianet.ca>
Message-ID: <497075F3.3080404@cutaway.it>

Curtis Bruneau ha scritto:
> in your etc/RT_SiteConfig.pm
> Set($MessageBoxRichText, 0);

Thank you!

This solve a performance problem in my setup: many users reported
slowlyness rendering the reply/create ticket after the upgrade to 3.8.1.

cheers

Andrea
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From ruslan.zakirov at gmail.com  Fri Jan 16 07:43:26 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 16 Jan 2009 15:43:26 +0300
Subject: [rt-users] Segmentation Fault
In-Reply-To: <9be19c1c0901160356h12c531cembddb0a4f8c970ef1@mail.gmail.com>
References: <9be19c1c0901160200s3ab12a2bt4a6c09c0e3ae7597@mail.gmail.com>
	<9be19c1c0901160356h12c531cembddb0a4f8c970ef1@mail.gmail.com>
Message-ID: <589c94400901160443i7381a04fjeda5a105e1a274b6@mail.gmail.com>

if you're on mysql and DBD::mysql 4.00x then you need 4.010 or never
where at least one seg fault has been fixed.

On Fri, Jan 16, 2009 at 2:56 PM, George Beitis
<george.beitis at googlemail.com> wrote:
> Update:
> After spending using strace on apache i keep seeing the following:
>
> .
> .
> .
> 11845 stat64("/usr/local/share/perl/5.10.0/auto/DBI/DESTROY.al", 0xbff99e80)
> = -1 ENOENT (No such file or directory)
> 11845 stat64("/usr/lib/perl5/auto/DBI/DESTROY.al", 0xbff99e80) = -1 ENOENT
> (No such file or directory)
> 11845 stat64("/usr/share/perl5/auto/DBI/DESTROY.al", 0xbff99e80) = -1 ENOENT
> (No such file or directory)
> 11845 stat64("/usr/lib/perl/5.10/auto/DBI/DESTROY.al", 0xbff99e80) = -1
> ENOENT (No such file or directory)
> 11845 stat64("/usr/share/perl/5.10/auto/DBI/DESTROY.al", 0xbff99e80) = -1
> ENOENT (No such file or directory)
> 11845 stat64("/usr/local/lib/site_perl/auto/DBI/DESTROY.al", 0xbff99e80) =
> -1 ENOENT (No such file or directory)
> 11845 stat64("./auto/DBI/DESTROY.al", 0xbff99e80) = -1 ENOENT (No such file
> or directory)
> 11845 stat64("/etc/apache2/auto/DBI/DESTROY.al", 0xbff99e80) = -1 ENOENT (No
> such file or directory)
> 11845 munmap(0xb73c1000, 20664)         = 0
> 11845 munmap(0xb738d000, 45264)         = 0
> 11845 munmap(0xb73b9000, 28980)         = 0
> 11845 munmap(0xb7385000, 28936)         = 0
>
> and it seems that it can not locate DESTROY.al which i think might be the
> reason of the segemntation faults i keep getting from apache
>
> Any ideas??
>
> George
>
> On Fri, Jan 16, 2009 at 12:00 PM, George Beitis
> <george.beitis at googlemail.com> wrote:
>>
>> Hey guys,
>> i was running RT fine for the last couple of days, and as i was about to
>> create a ticket everything died.  Apache error logs
>>  [notice] child pid 7384 exit signal Segmentation fault (11)
>>
>> I am running :
>>  Apache/2.2.9 (Ubuntu) mod_perl/2.0.4 Perl/v5.10.0 configured
>>
>> with the latest versions of RT, RTIR, and RTFQ .
>>
>>
>> As i said everything was fine, no updates or anything
>>
>> Any ideas on how to fix this? anyone with similar issues?
>>
>> George
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From a.smith at ukgrid.net  Fri Jan 16 07:56:01 2009
From: a.smith at ukgrid.net (Andy Smith)
Date: Fri, 16 Jan 2009 12:56:01 +0000
Subject: [rt-users] Rich text in templates?
Message-ID: <20090116125601.137340xuqgs3iyw4@horde.ukgrid.net>

Hi,

   In RT 3.8.x is rich text formatting supported for templates? It  
appears to me not which seems a strange omission, if its not supported  
is it in the pipeline for future versions?

thanks Andy.

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From phalenor at gmail.com  Fri Jan 16 08:00:14 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Fri, 16 Jan 2009 08:00:14 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <991123400901152242uf97e035hf6b39aa35185fb52@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<045035CF-FADC-47F3-8F5E-2BF12952A250@bestpractical.com>
	<991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
	<80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
	<991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
	<D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>
	<991123400901150758nec4b127sb5e4ce1abf9b8a16@mail.gmail.com>
	<991123400901150801k77271d3fj5007e91adbd4223a@mail.gmail.com>
	<25C4529B-A4D3-46F8-B628-A1733B91D2C7@bestpractical.com>
	<991123400901152242uf97e035hf6b39aa35185fb52@mail.gmail.com>
Message-ID: <1b8d56200901160500k459c18b3sb9f95dc5ff97d688@mail.gmail.com>

On Fri, Jan 16, 2009 at 1:42 AM, Odhiambo Washington <odhiambo at gmail.com> wrote:
> On Thu, Jan 15, 2009 at 7:38 PM, sunnavy <sunnavy at bestpractical.com> wrote:
>>
>> hmm, seems some dists don't like gmake.
>> I suggest get around this by another way, i.e. cp gmake to make:
>> $ cd ( to home dir )
>> $ mkdir bin
>> $ cp /usr/local/bin/gmake bin/make
>> $ cd ( to rt dir )
>> $ PATH=~/bin:$PATH ./bin/shipwright-builder --install-base
>> /tmp/vessel_3.8.2 --skip-test
>>
>> Good luck!
>
> It fails at the exact same point with the exact same message, so this method
> does not make a difference.
> Anything else I can try?

Actually, the error you posted before looks like a problem with sed.
What sed are you using? Do you have gnu sed laying around somewhere
that you could try the same thing with (copying gsed to sed under
~/bin).

--andy


From odhiambo at gmail.com  Fri Jan 16 08:08:19 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Fri, 16 Jan 2009 16:08:19 +0300
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <1b8d56200901160500k459c18b3sb9f95dc5ff97d688@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<991123400901150618u5d132a6ah1c20844ff3701fd2@mail.gmail.com>
	<80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
	<991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
	<D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>
	<991123400901150758nec4b127sb5e4ce1abf9b8a16@mail.gmail.com>
	<991123400901150801k77271d3fj5007e91adbd4223a@mail.gmail.com>
	<25C4529B-A4D3-46F8-B628-A1733B91D2C7@bestpractical.com>
	<991123400901152242uf97e035hf6b39aa35185fb52@mail.gmail.com>
	<1b8d56200901160500k459c18b3sb9f95dc5ff97d688@mail.gmail.com>
Message-ID: <991123400901160508x280eacaat44f2f5455e812094@mail.gmail.com>

On Fri, Jan 16, 2009 at 4:00 PM, Andrew Cobaugh <phalenor at gmail.com> wrote:

> On Fri, Jan 16, 2009 at 1:42 AM, Odhiambo Washington <odhiambo at gmail.com>
> wrote:
> > On Thu, Jan 15, 2009 at 7:38 PM, sunnavy <sunnavy at bestpractical.com>
> wrote:
> >>
> >> hmm, seems some dists don't like gmake.
> >> I suggest get around this by another way, i.e. cp gmake to make:
> >> $ cd ( to home dir )
> >> $ mkdir bin
> >> $ cp /usr/local/bin/gmake bin/make
> >> $ cd ( to rt dir )
> >> $ PATH=~/bin:$PATH ./bin/shipwright-builder --install-base
> >> /tmp/vessel_3.8.2 --skip-test
> >>
> >> Good luck!
> >
> > It fails at the exact same point with the exact same message, so this
> method
> > does not make a difference.
> > Anything else I can try?
>
> Actually, the error you posted before looks like a problem with sed.
> What sed are you using? Do you have gnu sed laying around somewhere
> that you could try the same thing with (copying gsed to sed under
> ~/bin).
>

How do I find out sed version?
This is default sed in FreeBSD 7.x


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"The only time a woman really succeeds in changing a man is when he is a
baby."
                             - Natalie Wood
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From phalenor at gmail.com  Fri Jan 16 08:13:53 2009
From: phalenor at gmail.com (Andrew Cobaugh)
Date: Fri, 16 Jan 2009 08:13:53 -0500
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <991123400901160508x280eacaat44f2f5455e812094@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<80029195-F514-4D55-8B74-5D2C9A1484FC@bestpractical.com>
	<991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
	<D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>
	<991123400901150758nec4b127sb5e4ce1abf9b8a16@mail.gmail.com>
	<991123400901150801k77271d3fj5007e91adbd4223a@mail.gmail.com>
	<25C4529B-A4D3-46F8-B628-A1733B91D2C7@bestpractical.com>
	<991123400901152242uf97e035hf6b39aa35185fb52@mail.gmail.com>
	<1b8d56200901160500k459c18b3sb9f95dc5ff97d688@mail.gmail.com>
	<991123400901160508x280eacaat44f2f5455e812094@mail.gmail.com>
Message-ID: <1b8d56200901160513k5eae28f4k89d519ca4821a693@mail.gmail.com>

On Fri, Jan 16, 2009 at 8:08 AM, Odhiambo Washington <odhiambo at gmail.com> wrote:
> How do I find out sed version?
> This is default sed in FreeBSD 7.x

sed --version, at least with GNU sed. I'm not as familiar with freebsd
as I should be, so I don't know what sed they use by default.

Might be worth trying to see if you can get gsed installed.

--andy


From odhiambo at gmail.com  Fri Jan 16 08:18:39 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Fri, 16 Jan 2009 16:18:39 +0300
Subject: [rt-users] shipwright tarball for RT 3.8.1 ?
In-Reply-To: <1b8d56200901160513k5eae28f4k89d519ca4821a693@mail.gmail.com>
References: <cf2mi1kfd9g87djn7d07eyng.1231951415185@email.android.com>
	<991123400901150648l5bd35d9cg56c75fbfa8a3bd02@mail.gmail.com>
	<D8EFA671-9D8D-496C-AB57-508D1339ADA0@bestpractical.com>
	<991123400901150758nec4b127sb5e4ce1abf9b8a16@mail.gmail.com>
	<991123400901150801k77271d3fj5007e91adbd4223a@mail.gmail.com>
	<25C4529B-A4D3-46F8-B628-A1733B91D2C7@bestpractical.com>
	<991123400901152242uf97e035hf6b39aa35185fb52@mail.gmail.com>
	<1b8d56200901160500k459c18b3sb9f95dc5ff97d688@mail.gmail.com>
	<991123400901160508x280eacaat44f2f5455e812094@mail.gmail.com>
	<1b8d56200901160513k5eae28f4k89d519ca4821a693@mail.gmail.com>
Message-ID: <991123400901160518x431223a6kec65c36815dad610@mail.gmail.com>

On Fri, Jan 16, 2009 at 4:13 PM, Andrew Cobaugh <phalenor at gmail.com> wrote:

> On Fri, Jan 16, 2009 at 8:08 AM, Odhiambo Washington <odhiambo at gmail.com>
> wrote:
> > How do I find out sed version?
> > This is default sed in FreeBSD 7.x
>
> sed --version, at least with GNU sed.


I tried that b4 posting. It did not work.
gw# sed --version
sed: illegal option -- -
usage: sed script [-Ealn] [-i extension] [file ...]
       sed [-Ealn] [-i extension] [-e script] ... [-f script_file] ... [file
...]


> I'm not as familiar with freebsd as I should be, so I don't know what sed
> they use by default.
>
> Might be worth trying to see if you can get gsed installed.


I don't think it's worth breaking a system that much, so I will continue to
install RT the old way.

I give up on this test of shipwright, as installing gsed does not conform to
KISS principle.

Thanks though for the suggestions.



-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"The only time a woman really succeeds in changing a man is when he is a
baby."
                             - Natalie Wood
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From sara at edhouse.cz  Fri Jan 16 08:23:05 2009
From: sara at edhouse.cz (=?UTF-8?B?VG9tw6HFoSBTw6FyYQ==?=)
Date: Fri, 16 Jan 2009 14:23:05 +0100
Subject: [rt-users] Day of the week
Message-ID: <49708A39.1030506@edhouse.cz>

Unfortunatelly even this does not work. I got this error "Scrip 83 
Commit failed: syntax error at (eval 2172) line 26, near "strftime "%A"" 
(/opt/rt3/bin/../lib/RT/Action/UserDefined.pm:80).

Any suggestions.

Thanks, Tom.

Marouane Himdi napsal(a):
> i think this should work
>
> my $dayOfWeek = strftime "%A", localtime;
>
>
>
> Dr Marouane HIMDI
>
>
> ----- Mail Original -----
> De: "Tom?? S?ra" <sara at edhouse.cz>
> ?: "Matthew Seaman" <matthew.seaman at thebunker.net>
> Cc: rt-users at lists.bestpractical.com
> Envoy?: Vendredi 16 Janvier 2009 11h56:30 GMT +01:00 Amsterdam / 
> Berlin / Berne / Rome / Stockholm / Vienne
> Objet: Re: [rt-users] Day of the week
>
> Thanks for your answer. What you wrote works fine in shell. I need to 
> do this in scrip. Is there any possibility?
>
> Thanks a lot for any comments,
> Tom.
>
> Matthew Seaman napsal(a):
>> Tom?? S?ra wrote:
>>> Hello everybody,
>>>
>>> is there a possibility to find out the day of the week out of the 
>>> date? I sopose there should be a perl function for this. Am I right? 
>>> I searched mailing lists but I didn't find any information there.
>>>
>>> Thanks in advance for any help,
>> % perl -MPOSIX -le 'print strftime "%A", localtime;'
>> Friday
>>
>> Cheers,
>>
>> Matthew
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 sara at edhouse.cz  Fri Jan 16 08:26:22 2009
From: sara at edhouse.cz (=?ISO-8859-2?Q?Tom=E1=B9_S=E1ra?=)
Date: Fri, 16 Jan 2009 14:26:22 +0100
Subject: [rt-users] Preselect value
Message-ID: <49708AFE.2040103@edhouse.cz>

Hello,
When I was configuring RT system (version 3.8.2) I wanted to preselect 
value in Custom Field (type - select one value). Is there a possibility 
to do so? I searched mailing lists for answer to this question but I was 
not successful in finding the answer.

Tahnks in advance for your help,
Tom.



From c_apotla at qualcomm.com  Fri Jan 16 08:17:27 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Fri, 16 Jan 2009 05:17:27 -0800
Subject: [rt-users] Foreign Language Emails Support
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE6674A27B2A2@NASANEXMB01.na.qualcomm.com>

Hello All,

I am setting up a queue thats primarily going to be used by users in China. Therefore the incoming emails contain foreign characters.

But when RT forwards the email messages, the chinese characters are transformed to a bunch of '?' characters.

My question is :
1. Do I need to tweak the RT code in order to support foreign characters in emails?
2. Is it a database issue?

I am not good at the database admin stuff but I got one here who can understand what you guys might probably have to say.
Currently the Oracle 10 database parameters that I use is as:
CHARSET -- AL32UTF8
NCHARSET --AL16UTF16

NOTE: The language of the web interface is English and unchanged.
Thanks in advance.

-Ashish
IT Consultant
Qualcomm

From marouane.himdi at kereval.com  Fri Jan 16 08:30:29 2009
From: marouane.himdi at kereval.com (Marouane Himdi)
Date: Fri, 16 Jan 2009 14:30:29 +0100 (CET)
Subject: [rt-users] Day of the week
In-Reply-To: <49708A39.1030506@edhouse.cz>
Message-ID: <9676627.1051232112629236.JavaMail.root@ouessant>

Sorry
my $dayOfWeek = POSIX::strftime ("%A", localtime );
$RT::Logger->debug("Day of Week is : $dayOfWeek ");

Works for me


Dr Marouane HIMDI


----- Mail Original -----
De: "Tom?? S?ra" <sara at edhouse.cz>
?: rt-users at lists.bestpractical.com
Envoy?: Vendredi 16 Janvier 2009 14h23:05 GMT +01:00 Amsterdam / Berlin / Berne / Rome / Stockholm / Vienne
Objet: Re: [rt-users] Day of the week

Unfortunatelly even this does not work. I got this error "Scrip 83 
Commit failed: syntax error at (eval 2172) line 26, near "strftime "%A"" 
(/opt/rt3/bin/../lib/RT/Action/UserDefined.pm:80).

Any suggestions.

Thanks, Tom.

Marouane Himdi napsal(a):
> i think this should work
>
> my $dayOfWeek = strftime "%A", localtime;
>
>
>
> Dr Marouane HIMDI
>
>
> ----- Mail Original -----
> De: "Tom?? S?ra" <sara at edhouse.cz>
> ?: "Matthew Seaman" <matthew.seaman at thebunker.net>
> Cc: rt-users at lists.bestpractical.com
> Envoy?: Vendredi 16 Janvier 2009 11h56:30 GMT +01:00 Amsterdam / 
> Berlin / Berne / Rome / Stockholm / Vienne
> Objet: Re: [rt-users] Day of the week
>
> Thanks for your answer. What you wrote works fine in shell. I need to 
> do this in scrip. Is there any possibility?
>
> Thanks a lot for any comments,
> Tom.
>
> Matthew Seaman napsal(a):
>> Tom?? S?ra wrote:
>>> Hello everybody,
>>>
>>> is there a possibility to find out the day of the week out of the 
>>> date? I sopose there should be a perl function for this. Am I right? 
>>> I searched mailing lists but I didn't find any information there.
>>>
>>> Thanks in advance for any help,
>> % perl -MPOSIX -le 'print strftime "%A", localtime;'
>> Friday
>>
>> Cheers,
>>
>> Matthew
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 alexyoung at scoutsolutions.co.uk  Fri Jan 16 09:41:41 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Fri, 16 Jan 2009 14:41:41 -0000
Subject: [rt-users] Rich text in templates?
In-Reply-To: <20090116125601.137340xuqgs3iyw4@horde.ukgrid.net>
References: <20090116125601.137340xuqgs3iyw4@horde.ukgrid.net>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFEF8E@s-wor-e-001.SCOUTSOFFICE.local>

It is supported in 3.8.2 I have it setup on most of the templates now,
and it's been working fine.

Here are a couple of our templates. They were just done quickly to show
that it works:

Autoreply template:

Content-Type: text/html
Subject: AutoReply: {$Ticket->Subject}

<font face="verdana" size="2">
This is an automated response and your message regarding
<b>"{$Ticket->Subject()}",</b> has been received and assigned a ticket
ID of [{ $Ticket->QueueObj->SubjectTag || $rtname } #{$Ticket->id()}].
<br><br>
If you choose to telephone us on this issue, please ensure you have your
ticket number (#{$Ticket->id()}) to hand as you will be asked for it.
<br><br>
In order to track the progress of this request, please reply to this
email or to any message you are sent, retaining the subject line. For
example: <i>Subject: [{ $Ticket->QueueObj->SubjectTag || $rtname }
#{$Ticket->id()}]</i>
<br><br>
Please note that if you do not do this, a new ticket will be created and
this will delay the resolution of your query.
<br><br>
<b>Email:</b> {$Ticket->QueueObj->CorrespondAddress()}
<br><br>
<center>-----------------------------------------------------</center>
</font>




Transaction template:

Content-Type: text/html
RT-Attach-Message: yes

<font face="verdana" size="2">
{$Transaction->CreatedAsString}:<b> Request {$Ticket->id} was acted
upon.</b><br><br>
<b>Transaction:</b> {$Transaction->Description}<br>
       <b>Queue:</b> {$Ticket->QueueObj->Name}<br>
     <b>Subject:</b> {$Transaction->Subject || $Ticket->Subject || "(No
subject given)"}<br>
       <b>Owner:</b> {$Ticket->OwnerObj->Name}<br>
  <b>Requestors:</b> {$Ticket->RequestorAddresses}<br>
      <b>Status:</b> {$Ticket->Status}<br>
<b>Ticket:</b> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
<br><br>
<center>-----------------------------------------------------</center>
</font>

{$Transaction->Content()}



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy
Smith
Sent: 16 January 2009 12:56
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Rich text in templates?

Hi,

   In RT 3.8.x is rich text formatting supported for templates? It  
appears to me not which seems a strange omission, if its not supported  
is it in the pipeline for future versions?

thanks Andy.

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

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


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


From a.smith at ukgrid.net  Fri Jan 16 10:15:41 2009
From: a.smith at ukgrid.net (Andy Smith)
Date: Fri, 16 Jan 2009 15:15:41 +0000
Subject: [rt-users] Rich text in templates?
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64CFEF8E@s-wor-e-001.SCOUTSOFFICE.local>
References: <20090116125601.137340xuqgs3iyw4@horde.ukgrid.net>
	<3CE7D8D453B27148BBCA0B2063B11E64CFEF8E@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <20090116151541.496761spuslzduw4@horde.ukgrid.net>

Hi Alex,

   ok, many thanks for responding. Currently I have 3.8.1 so Ill have  
to upgrade. Thanks for the examples,

cheers Andy.

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From alexyoung at scoutsolutions.co.uk  Fri Jan 16 10:25:04 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Fri, 16 Jan 2009 15:25:04 -0000
Subject: [rt-users] Rich text in templates?
In-Reply-To: <20090116151541.496761spuslzduw4@horde.ukgrid.net>
References: <20090116125601.137340xuqgs3iyw4@horde.ukgrid.net><3CE7D8D453B27148BBCA0B2063B11E64CFEF8E@s-wor-e-001.SCOUTSOFFICE.local>
	<20090116151541.496761spuslzduw4@horde.ukgrid.net>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFEFB1@s-wor-e-001.SCOUTSOFFICE.local>

It may be supported in 3.8.1, I just haven't tried it properly until
3.8.2 on all the templates. I had the default auto reply as HTML in
3.8.1.

-----Original Message-----
From: World Wide Web Owner [mailto:www at mx1.ukgrid.net] On Behalf Of Andy
Smith
Sent: 16 January 2009 15:16
To: Alex Young
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Rich text in templates?

Hi Alex,

   ok, many thanks for responding. Currently I have 3.8.1 so Ill have  
to upgrade. Thanks for the examples,

cheers Andy.

----------------------------------------------------------------
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From daksh at olemiss.edu  Fri Jan 16 10:23:43 2009
From: daksh at olemiss.edu (daksh)
Date: Fri, 16 Jan 2009 09:23:43 -0600
Subject: [rt-users] upgrade issue from 3.2.2 to 3.8.1
Message-ID: <4970a67f.232.3472.12646@olemiss.edu>

Hi, 
We upgrade RT 3.2.2 to 3.8.1, and have a small issue.
Server info:
openSuSE11
PERL - 5.10.0
mysql - 5.0.51a

When I click on Tickets link to search for tickets, under
"Owner" selection, I get hundreds of users. It seems like I
am getting all users who ever submitted tickets to us. I
have looked at global permissions, and it appears to be
correct. 

I ran "rt-validator --check"  and have noticed following
items: Please note, I am only listing unique entries. I get
thousands of this entries when I run "rt-validator --check".
------------------------------------
Name "RT::DatabaseType" used only once: possible typo at
/rt-validator line 133.

Record #3368 in Principals references not existent record in
Users
        id => '3368' => id

Record #40717 in Principals references not existent record
in Groups
        id => '40717' => id

Record #3369 in Groups references not existent record in
Users
        Instance => '3368' => id

Record #4160 in Groups references not existent record in
Queues
        Instance => '7' => id

Record #24988 in GroupMembers references not existent record
in Groups
        GroupId => '40717' => id

Record #86481 in CachedGroupMembers references not existent
record in Groups
        GroupId => '40717' => id
        MemberId => '40717' => id

Record #16076 in Tickets references not existent record in
Queues
        Queue => '7' => id

Record #20 in Transactions references not existent record in
Users
        OldValue => '5' => id
        Transaction #20 -> object RT::Ticket #4

Record #144 in Transactions references not existent record
in Queues
        NewValue => '' => id
        Transaction #144 -> object RT::Ticket #27

Record #6 in Attachments refers to ACL equivalence group #31
of user #30 when must reference user.

Record #1 in Attachments references not existent record in
Users
        Creator => '5' => id
        Attachment #1 -> Txn #1, Transaction #1 -> object
RT::Ticket #1

Record #682 in Users references not existent record in Users
        LastUpdatedBy => '4' => id
------------------------------------

Here is the upgrade process I followed (this is what I
noticed in RT-users emails just few days ago)
------------------------------------
 2) Follow instructions in the README file to step 7.

-3) Apply changes described in step 7, but only up to
version 3.8.0.
+3) Apply changes described in step 7, but only up to and
not including
version 3.8.0.

 4) Apply the MySQL 4.0->4.1 schema changes. Included in RT
is the script
 etc/upgrade/upgrade-mysql-schema.pl that generates SQL
queries to upgrade
the database's schema. Run it:

-7) Continue from step 7 in the README and apply other
upgrade scripts and
follow
-other steps.
+7) Continue from step 7 in the README and apply other mysql
upgrade
scripts and follow
+remaining steps.

 8) Test everything. The most important parts you have to
test:
 * binary attachments, like docs, PDFs, and images
------------------------------------

Has any one else seen this issue, or have any suggestions to
resolve this problem?

Any advice / help is greatly appreciated.
Thanks for everyone's time and help with RT- Users forum



From anarcat at anarcat.ath.cx  Fri Jan 16 11:31:50 2009
From: anarcat at anarcat.ath.cx (The Anarcat)
Date: Fri, 16 Jan 2009 11:31:50 -0500
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <7B7881568CF40E4388B615CD06F87B980988B5@clara.maurer-it.com>
References: <20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk>
	<7B7881568CF40E4388B615CD06F87B980988B5@clara.maurer-it.com>
Message-ID: <20090116163150.GA6891@mumia.anarcat.ath.cx>

Same here.

A.

On Fri, Jan 16, 2009 at 11:54:42AM +0100, Martin Maurer wrote:
> > Subject: Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
> > 
> > On Thu, Jan 15, 2009 at 12:37:10PM +0100, Martin Maurer wrote:
> > > Yes, having an own Lenny repository just with the rt 3.8.x packages
> > would be essential for all Lenny users.
> > > If you can setup this on alioth.debian.org this would be wonderful.
> > 
> > I'll do this once request-tracker3.8 has been uploaded to unstable,
> > which shouldn't be long.
> 
> Good news, I will test as soon as available!
> Br, Martin
> 
> http://pve.proxmox.com
> martin at proxmox.com
> 
> 
> 

-- 
You Are What You Is
                        - Frank Zappa
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From KFCrocker at lbl.gov  Fri Jan 16 12:12:16 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 16 Jan 2009 09:12:16 -0800
Subject: [rt-users] RT 3.6.4 and CommandByEmail question
Message-ID: <4970BFF0.80506@lbl.gov>

To all,


	Does anyone know of any reason I should NOT use the latest 
CommandByEmail extension with RT 3.6.4?


Kenn
LBNL



From KFCrocker at lbl.gov  Fri Jan 16 12:17:14 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 16 Jan 2009 09:17:14 -0800
Subject: [rt-users] SearchBuilder permissions
In-Reply-To: <184311.35518.qm@web30305.mail.mud.yahoo.com>
References: <184311.35518.qm@web30305.mail.mud.yahoo.com>
Message-ID: <4970C11A.9060303@lbl.gov>

Joseph,


	I have never run into that problem, however, I'm sure my permissions 
are set uyp differently. Of those permissions you listed, the only 
permission I can think of that might cause this is the "ShowTicket". If 
someone does not have that permission, they quite possibly might not be 
allowed to see a ticket either thru a search or otherwise. "SeeQueue" 
might also be restrictive as a user not allowed access to a queue might 
not be allowed to search for tickets in that queue. Just a thought.


Kenn
LBNL

On 1/15/2009 2:55 PM, Joseph Spenner wrote:
> I've recently migrated from RT2.0.15 to RT3.8.1.
> 
> I have a queue with certain keywords defined.  In RT2, if I wanted to 
> search a queue with those keywords as a criteria, I would first add the 
> queue to the search criteria.  Upon applying that, and the screen 
> refreshed, the keywords would be displayed as additional options to 
> modify the search.
> In RT3, the above process is the same but the keywords criteria for 
> search only show up when I'm logged in as root, or a specific user who 
> has the following permissions for that queue:
> 
> AdminQueue
> CommentOnTicket
> CreateTicket
> DeleteTicket
> ModifyQueueWatchers
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
> ShowTicketComments
> WatchAsAdminCc
> 
> Which of those permissions is responsible for him being able to search 
> using the keywords?  I didn't realize there would be a permissions 
> restriction possibility for searching with the defined keywords.
> 
> Thanks!
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Fri Jan 16 12:22:59 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 16 Jan 2009 09:22:59 -0800
Subject: [rt-users] Preselect value
In-Reply-To: <49708AFE.2040103@edhouse.cz>
References: <49708AFE.2040103@edhouse.cz>
Message-ID: <4970C273.7040707@lbl.gov>

Tomas,


	When did you want this to happen? At create time? Just write a scrip 
with the condition to when you want it to happen (may have to make this 
user-defined) and then write an action to set the value of the CF. IF 
this is the case and you have trouble with the scrip, I have many 
examples I can send you. If I'm wrong, then ignore my suggestion. :-)


Kenn
LBNL 	

On 1/16/2009 5:26 AM, Tom?? S?ra wrote:
> Hello,
> When I was configuring RT system (version 3.8.2) I wanted to preselect 
> value in Custom Field (type - select one value). Is there a possibility 
> to do so? I searched mailing lists for answer to this question but I was 
> not successful in finding the answer.
> 
> Tahnks in advance for your help,
> Tom.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Fri Jan 16 12:24:20 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 16 Jan 2009 12:24:20 -0500
Subject: [rt-users] SearchBuilder permissions
In-Reply-To: <184311.35518.qm@web30305.mail.mud.yahoo.com>
References: <184311.35518.qm@web30305.mail.mud.yahoo.com>
Message-ID: <op.unu1aua65pzi6r@mockingbird.mit.edu>

On Thu, 15 Jan 2009 17:55:57 -0500, Joseph Spenner <joseph85750 at yahoo.com>  
wrote:

> I've recently migrated from RT2.0.15 to RT3.8.1.
>
> I have a queue with certain keywords defined.? In RT2, if I wanted to  
> search a queue with those keywords as a criteria, I would first add the  
> queue to the search criteria.? Upon applying that, and the screen  
> refreshed, the keywords would be displayed as additional options to  
> modify the search.
> In RT3, the above process is the same but the keywords criteria for  
> search only show up when I'm logged in as root, or a specific user who  
> has the following permissions for that queue:
>


>
> Which of those permissions is responsible for him being able to search  
> using the keywords?? I didn't realize there would be a permissions  
> restriction possibility for searching with the defined keywords.
>
> Thanks!
>
>

By "keywords" do you mean custom fields? If so, custom fields have their  
own permissions separate from queue permissions.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From mathew.snyder at gmail.com  Fri Jan 16 14:37:30 2009
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 16 Jan 2009 14:37:30 -0500
Subject: [rt-users] Hardware Config
Message-ID: <4970E1FA.20301@gmail.com>

We presently have our RT installation running on the same hardware as the database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB RAM.  We've been plagued with speed issues even after upgrading to this.  We realized initial performance gains when we installed to the new hardware about two and a half years ago but eventually that faded.

Our engineering director now is suggesting another tech refresh which would add dedicated hardware for the database leaving the frontend on the existing hardware.  I'm skeptical that this will improve anything due to RT's small footprint and what I perceive as inherent obstacles to performance.

My skepticism is based on the fact that the some of the ways we use RT cause ticket load times to be slow regardless of any changes (I wish I could convince one person in particular that RT isn't meant to be a document versioning repository but he's quite retarded at times).  Additionally, the page refresh for every click doesn't help.  When a ticket has hundreds of transactions it has to gather them up before the Mason libraries even build the page.  Add to that often numerous attachments and things get even worse.

Has anyone else found dedicated hardware to be a significant factor in boosting performance?  How powerful did you make it?  I'm still evaluating the mysqltuner.pl script Ruslan suggested in another thread I created so I've yet to see what improvements can be made on the software side.

-- 
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom


From blake at eos-3.com  Fri Jan 16 15:03:14 2009
From: blake at eos-3.com (Blake Turner)
Date: Fri, 16 Jan 2009 13:03:14 -0700
Subject: [rt-users] Reply-Address isnt quite right ...
Message-ID: <000c01c97815$77544eb0$65fcec10$@com>

Hello All,

 

                I am having issues with the reply address set by RT. I have
a slightly less than perfect environment to work with and i need some
direction. My setup is as follows:

 

All of my systems are in Domain1.com domain. so for example, my exchange
server is Exchange-01.Domain1.com and my RT3 server is rt3.Domain1.com. My
exchange server only accepts mail for Doimain2.com, and NOT for Domain1.com.


 

So i have a mailbox in Exchange, Support at Domain2.com, that forwards all mail
to a contact that points to rtsupport at rt3.Domain1.com. The mail ends up at
the RT server, and a reply email is generated. However, when the reply email
is generated it comes to the creator as Support at Domain1.com instead of
ClientSupport at Domain2.com. I have even tried adding the
$CanonicalizeEmailAddress variables to replace rt3.Domain1.com (the
generated reply address) to have it be replaced by Domain2.com, but it just
doesnt seem to be working. I even have manually added
ClientSupport at Domain2.com for the reply and comment addresses in the queue
that i am working in !

 

Anyone have any ideas where i need to make a change for RT to send the
proper Queue-Based reply email address ?

 

Here is my RT_SiteConfig.pm file for the things that i am manually changing.

 

 

<<<<<<<< /etc/rt3/RT_SiteConfig.pm >>>>>>>>

 

Set( $rtname, 'rt3.Domain1.com');

Set( $WebPath , "/rt3");

Set( $OwnerEmail , 'blake at Domain2.com');

Set( $FriendlyFromLineFormat , "Support");

Set( $CanonicalizeEmailAddressMatch , '@rt3.Domain1.com');

Set( $CanonicalizeEmailAddressReplace . '@Domain2.com');

Set( $CorrespondAddress , 'Support at Domain2.com');

Set( $CommentAddress , 'Support at Domain2.com');

 

 

Any help/advise/direction that i can get will be a huge help. Thank you in
advance !

 

Blake Turner

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From jmoseley at corp.xanadoo.com  Fri Jan 16 15:06:57 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 16 Jan 2009 14:06:57 -0600
Subject: [rt-users] Hardware Config
In-Reply-To: <4970E1FA.20301@gmail.com>
Message-ID: <OFD949AD1A.BEF0076E-ON86257540.006E5B83-86257540.006E7B7E@corp.xanadoo.com>

What type of RAID system are you using and how fast are the disks?


James Moseley




                                                                           
             Mathew                                                        
             <mathew.snyder at gm                                             
             ail.com>                                                   To 
             Sent by:                  RT Users                            
             rt-users-bounces@         <rt-users at bestpractical.com>        
             lists.bestpractic                                          cc 
             al.com                                                        
                                                                   Subject 
                                       [rt-users] Hardware Config          
             01/16/2009 01:37                                              
             PM                                                            
                                                                           
                                                                           
                                                                           
                                                                           




We presently have our RT installation running on the same hardware as the
database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB RAM.
We've been plagued with speed issues even after upgrading to this.  We
realized initial performance gains when we installed to the new hardware
about two and a half years ago but eventually that faded.

Our engineering director now is suggesting another tech refresh which would
add dedicated hardware for the database leaving the frontend on the
existing hardware.  I'm skeptical that this will improve anything due to
RT's small footprint and what I perceive as inherent obstacles to
performance.

My skepticism is based on the fact that the some of the ways we use RT
cause ticket load times to be slow regardless of any changes (I wish I
could convince one person in particular that RT isn't meant to be a
document versioning repository but he's quite retarded at times).
Additionally, the page refresh for every click doesn't help.  When a ticket
has hundreds of transactions it has to gather them up before the Mason
libraries even build the page.  Add to that often numerous attachments and
things get even worse.

Has anyone else found dedicated hardware to be a significant factor in
boosting performance?  How powerful did you make it?  I'm still evaluating
the mysqltuner.pl script Ruslan suggested in another thread I created so
I've yet to see what improvements can be made on the software side.






From alexsm at gmail.com  Fri Jan 16 15:51:23 2009
From: alexsm at gmail.com (Alex Moura)
Date: Fri, 16 Jan 2009 18:51:23 -0200
Subject: [rt-users] rt-shredder error - rt-3.8.1
Message-ID: <de2590e90901161251u4760455ft41c433f8ad9c6529@mail.gmail.com>

Greetings,

Couldn't find any reference in the list history about this error ( info:
freebsd, rt-3.8.1 )

# rt-shredder --plugin 'Tickets=status,deleted;queue,general'
SQL dump file is '/tmp/20090116T203916-0001.sql'
Couldn't load plugin
Error: Plugin doesn't support argument(s): status queue

Any hints?

Thanks,
Alex
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From mathew.snyder at gmail.com  Fri Jan 16 15:45:01 2009
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 16 Jan 2009 15:45:01 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <OFD949AD1A.BEF0076E-ON86257540.006E5B83-86257540.006E7B7E@corp.xanadoo.com>
References: <OFD949AD1A.BEF0076E-ON86257540.006E5B83-86257540.006E7B7E@corp.xanadoo.com>
Message-ID: <4970F1CD.4020202@gmail.com>

Hardware is RAID 5 on LSI card.  I'm working on getting the disk specs.

jmoseley at corp.xanadoo.com wrote:
> What type of RAID system are you using and how fast are the disks?
> 
> 
> James Moseley
> 
> 
> 
> 
>                                                                            
>              Mathew                                                        
>              <mathew.snyder at gm                                             
>              ail.com>                                                   To 
>              Sent by:                  RT Users                            
>              rt-users-bounces@         <rt-users at bestpractical.com>        
>              lists.bestpractic                                          cc 
>              al.com                                                        
>                                                                    Subject 
>                                        [rt-users] Hardware Config          
>              01/16/2009 01:37                                              
>              PM                                                            
>                                                                            
>                                                                            
>                                                                            
>                                                                            
> 
> 
> 
> 
> We presently have our RT installation running on the same hardware as the
> database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB RAM.
> We've been plagued with speed issues even after upgrading to this.  We
> realized initial performance gains when we installed to the new hardware
> about two and a half years ago but eventually that faded.
> 
> Our engineering director now is suggesting another tech refresh which would
> add dedicated hardware for the database leaving the frontend on the
> existing hardware.  I'm skeptical that this will improve anything due to
> RT's small footprint and what I perceive as inherent obstacles to
> performance.
> 
> My skepticism is based on the fact that the some of the ways we use RT
> cause ticket load times to be slow regardless of any changes (I wish I
> could convince one person in particular that RT isn't meant to be a
> document versioning repository but he's quite retarded at times).
> Additionally, the page refresh for every click doesn't help.  When a ticket
> has hundreds of transactions it has to gather them up before the Mason
> libraries even build the page.  Add to that often numerous attachments and
> things get even worse.
> 
> Has anyone else found dedicated hardware to be a significant factor in
> boosting performance?  How powerful did you make it?  I'm still evaluating
> the mysqltuner.pl script Ruslan suggested in another thread I created so
> I've yet to see what improvements can be made on the software side.
> 
> 
> 
> 

-- 
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom


From ruslan.zakirov at gmail.com  Fri Jan 16 15:54:54 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 16 Jan 2009 23:54:54 +0300
Subject: [rt-users] rt-shredder error - rt-3.8.1
In-Reply-To: <de2590e90901161251u4760455ft41c433f8ad9c6529@mail.gmail.com>
References: <de2590e90901161251u4760455ft41c433f8ad9c6529@mail.gmail.com>
Message-ID: <589c94400901161254v1e71683al3f796f8d3e919ef3@mail.gmail.com>

Try plugin's help. it's been rewritten and support ticket sql instead
of queue and status limits.

On Fri, Jan 16, 2009 at 11:51 PM, Alex Moura <alexsm at gmail.com> wrote:
> Greetings,
>
> Couldn't find any reference in the list history about this error ( info:
> freebsd, rt-3.8.1 )
>
> # rt-shredder --plugin 'Tickets=status,deleted;queue,general'
> SQL dump file is '/tmp/20090116T203916-0001.sql'
> Couldn't load plugin
> Error: Plugin doesn't support argument(s): status queue
>
> Any hints?
>
> Thanks,
> Alex
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Fri Jan 16 16:40:31 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Jan 2009 16:40:31 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <4970E1FA.20301@gmail.com>
References: <4970E1FA.20301@gmail.com>
Message-ID: <20090116214031.GN13855@bestpractical.com>


On Fri, Jan 16, 2009 at 02:37:30PM -0500, Mathew wrote:
> We presently have our RT installation running on the same hardware as the database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB RAM.  We've been plagued with speed issues even after upgrading to this.  We realized initial performance gains when we installed to the new hardware about two and a half years ago but eventually that faded.

Can you tell us about how you've tuned mysql, how many concurrent users
you have working with RT, how many tickets you have in RT, etc?

No matter how beefy a server you've got, if you don't spend some time
tuning mysql, it will assume it's running on a single-core Pentium 133
with 128 megs of RAM which is also your primary mail server. And the
performance you see will reflect that.

I would strongly recommend that you invest some time in profiling and
tuning before just throwing a bigger box at your problem.   RT runs just
great for many of our clients on hardware much more modest than what
you've got already.


From jmoseley at corp.xanadoo.com  Fri Jan 16 16:52:14 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 16 Jan 2009 15:52:14 -0600
Subject: [rt-users] Hardware Config
In-Reply-To: <20090116214031.GN13855@bestpractical.com>
Message-ID: <OF6D5C0589.5DC1DF3E-ON86257540.0077CD36-86257540.00781F47@corp.xanadoo.com>






On Fri, Jan 16, 2009 at 02:37:30PM -0500, Mathew wrote:
>> We presently have our RT installation running on the same hardware as
the database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB
>>RAM.  We've been plagued with speed issues even after upgrading to this.
We realized initial performance gains when we installed to the new
>>hardware about two and a half years ago but eventually that faded.

Jesse Vincent <jesse at bestpractical.com> wrote:

>Can you tell us about how you've tuned mysql, how many concurrent users
>you have working with RT, how many tickets you have in RT, etc?
>
>No matter how beefy a server you've got, if you don't spend some time
>tuning mysql, it will assume it's running on a single-core Pentium 133
>with 128 megs of RAM which is also your primary mail server. And the
>performance you see will reflect that.

I agree completely with the above, but more important to me than just RAM
and processing power is the speed of disk access.  He mentioned using RAID
5 in a follow-up post.  That's fine, but are these IDE or 15k SCSI drives?
Faster drives should always speed up database performance.
James



From jesse at bestpractical.com  Fri Jan 16 16:55:07 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Jan 2009 16:55:07 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <OF6D5C0589.5DC1DF3E-ON86257540.0077CD36-86257540.00781F47@corp.xanadoo.com>
References: <20090116214031.GN13855@bestpractical.com>
	<OF6D5C0589.5DC1DF3E-ON86257540.0077CD36-86257540.00781F47@corp.xanadoo.com>
Message-ID: <20090116215507.GO13855@bestpractical.com>



> I agree completely with the above, but more important to me than just RAM
> and processing power is the speed of disk access.  He mentioned using RAID
> 5 in a follow-up post.  That's fine, but are these IDE or 15k SCSI drives?
> Faster drives should always speed up database performance.

At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out 
of the database should always be cached in memory.  If MySQL is going to
disk on every query, the game's over and you're better off sobbing
quietly into a stiff drink than getting faster disks.

-j



From mathew.snyder at gmail.com  Fri Jan 16 16:57:20 2009
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 16 Jan 2009 16:57:20 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <20090116214031.GN13855@bestpractical.com>
References: <4970E1FA.20301@gmail.com>
	<20090116214031.GN13855@bestpractical.com>
Message-ID: <497102C0.9070702@gmail.com>

I absolutely agree.  I've already told him that new hardware isn't going to make a difference even before asking about it here.  However, in order to be able to cover my bases in proving him wrong (admittedly a task I chomp at the bit for) I decided to ask about it here.

I don't have direct access to the my.cnf file as I'm only a consultant these days but once I'm able to get that I'll give some more info.

As also mentioned, I still need to take a look at the tuning scrip Ruslan pointed me to.

Jesse Vincent wrote:
> On Fri, Jan 16, 2009 at 02:37:30PM -0500, Mathew wrote:
>> We presently have our RT installation running on the same hardware as the database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB RAM.  We've been plagued with speed issues even after upgrading to this.  We realized initial performance gains when we installed to the new hardware about two and a half years ago but eventually that faded.
> 
> Can you tell us about how you've tuned mysql, how many concurrent users
> you have working with RT, how many tickets you have in RT, etc?
> 
> No matter how beefy a server you've got, if you don't spend some time
> tuning mysql, it will assume it's running on a single-core Pentium 133
> with 128 megs of RAM which is also your primary mail server. And the
> performance you see will reflect that.
> 
> I would strongly recommend that you invest some time in profiling and
> tuning before just throwing a bigger box at your problem.   RT runs just
> great for many of our clients on hardware much more modest than what
> you've got already.

-- 
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom


From alexsm at gmail.com  Fri Jan 16 16:50:21 2009
From: alexsm at gmail.com (Alex Moura)
Date: Fri, 16 Jan 2009 19:50:21 -0200
Subject: [rt-users] rt-shredder error - rt-3.8.1
In-Reply-To: <589c94400901161254v1e71683al3f796f8d3e919ef3@mail.gmail.com>
References: <de2590e90901161251u4760455ft41c433f8ad9c6529@mail.gmail.com>
	<589c94400901161254v1e71683al3f796f8d3e919ef3@mail.gmail.com>
Message-ID: <de2590e90901161350g1ac5a3bbi1e84565afeee9c32@mail.gmail.com>

On Fri, Jan 16, 2009 at 6:54 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>wrote:

> Try plugin's help. it's been rewritten and support ticket sql instead
> of queue and status limits.
>

Thanks Ruslan,

It would be nice to update the examples in rt-shredder inline examples (
--help ).

Thanks again,

Alex
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From mathew.snyder at gmail.com  Fri Jan 16 16:59:08 2009
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 16 Jan 2009 16:59:08 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <OF6D5C0589.5DC1DF3E-ON86257540.0077CD36-86257540.00781F47@corp.xanadoo.com>
References: <OF6D5C0589.5DC1DF3E-ON86257540.0077CD36-86257540.00781F47@corp.xanadoo.com>
Message-ID: <4971032C.7070205@gmail.com>

I don't have the exact specs but I know they are SCSI and likely 10k.  I don't know the seek times though.

jmoseley at corp.xanadoo.com wrote:
> 
> 
> 
> 
> On Fri, Jan 16, 2009 at 02:37:30PM -0500, Mathew wrote:
>>> We presently have our RT installation running on the same hardware as
> the database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB
>>> RAM.  We've been plagued with speed issues even after upgrading to this.
> We realized initial performance gains when we installed to the new
>>> hardware about two and a half years ago but eventually that faded.
> 
> Jesse Vincent <jesse at bestpractical.com> wrote:
> 
>> Can you tell us about how you've tuned mysql, how many concurrent users
>> you have working with RT, how many tickets you have in RT, etc?
>>
>> No matter how beefy a server you've got, if you don't spend some time
>> tuning mysql, it will assume it's running on a single-core Pentium 133
>> with 128 megs of RAM which is also your primary mail server. And the
>> performance you see will reflect that.
> 
> I agree completely with the above, but more important to me than just RAM
> and processing power is the speed of disk access.  He mentioned using RAID
> 5 in a follow-up post.  That's fine, but are these IDE or 15k SCSI drives?
> Faster drives should always speed up database performance.
> James
> 

-- 
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom


From mathew.snyder at gmail.com  Fri Jan 16 16:59:56 2009
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 16 Jan 2009 16:59:56 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <20090116215507.GO13855@bestpractical.com>
References: <20090116214031.GN13855@bestpractical.com>
	<OF6D5C0589.5DC1DF3E-ON86257540.0077CD36-86257540.00781F47@corp.xanadoo.com>
	<20090116215507.GO13855@bestpractical.com>
Message-ID: <4971035C.1060008@gmail.com>

Can I sob quietly into a hard drink just for the sake of having the drink?

Jesse Vincent wrote:
> 
>> I agree completely with the above, but more important to me than just RAM
>> and processing power is the speed of disk access.  He mentioned using RAID
>> 5 in a follow-up post.  That's fine, but are these IDE or 15k SCSI drives?
>> Faster drives should always speed up database performance.
> 
> At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out 
> of the database should always be cached in memory.  If MySQL is going to
> disk on every query, the game's over and you're better off sobbing
> quietly into a stiff drink than getting faster disks.
> 
> -j
> 

-- 
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom


From jesse at bestpractical.com  Fri Jan 16 17:00:34 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Jan 2009 17:00:34 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <497102C0.9070702@gmail.com>
References: <4970E1FA.20301@gmail.com>
	<20090116214031.GN13855@bestpractical.com>
	<497102C0.9070702@gmail.com>
Message-ID: <20090116220034.GQ13855@bestpractical.com>


> I don't have direct access to the my.cnf file as I'm only a consultant these days but once I'm able to get that I'll give some more info.
> 
> As also mentioned, I still need to take a look at the tuning scrip Ruslan pointed me to.
 
Start with that script. It just queries the database. It doesn't make any 
changes.  But really, if you haven't done that yet, further discussion
probably doesn't make much sense.


From curtisb at vianet.ca  Fri Jan 16 17:01:30 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Fri, 16 Jan 2009 17:01:30 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <20090116215507.GO13855@bestpractical.com>
References: <20090116214031.GN13855@bestpractical.com>
	<OF6D5C0589.5DC1DF3E-ON86257540.0077CD36-86257540.00781F47@corp.xanadoo.com>
	<20090116215507.GO13855@bestpractical.com>
Message-ID: <497103BA.6000501@vianet.ca>

Jesse Vincent wrote:
>   
>> I agree completely with the above, but more important to me than just RAM
>> and processing power is the speed of disk access.  He mentioned using RAID
>> 5 in a follow-up post.  That's fine, but are these IDE or 15k SCSI drives?
>> Faster drives should always speed up database performance.
>>     
>
> At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out 
> of the database should always be cached in memory.  If MySQL is going to
> disk on every query, the game's over and you're better off sobbing
> quietly into a stiff drink than getting faster disks.
>
> -j
>   
Yeah agreed, It should rarely go to disc. The iowait on my server is 
very low. If it is there's either missing indexes or not enough memory 
pool for innodb to keep it cached, you can see that with the hit rate.

He can adjust that with the 'innodb_buffer_pool_size' , I've also set  
'innodb_flush_log_at_trx_commit' to 0 which isn't as safe but it makes 
writes really fast.  There are other settings also.

The one area that is prone to issues is the Search due to all the fields 
it can search and a lot of them aren't indexed so it's doing a lot of 
row scans.

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



From jmoseley at corp.xanadoo.com  Fri Jan 16 17:06:13 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 16 Jan 2009 16:06:13 -0600
Subject: [rt-users] Hardware Config
In-Reply-To: <20090116215507.GO13855@bestpractical.com>
Message-ID: <OFB662C103.FF56440B-ON86257540.0078C06F-86257540.00796708@corp.xanadoo.com>





Jesse Vincent <jesse at bestpractical.com> wrote:

>At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out
>of the database should always be cached in memory.  If MySQL is going to
>disk on every query, the game's over and you're better off sobbing
>quietly into a stiff drink than getting faster disks.

True, but the database server might have many other busy databases as well,
not just RT's ;-)

I'm definitely not an expert on how mysql utilizes system memory, but on
32-bit Linux systems, isn't the max amount of memory a single process can
use 2 GB?  Can it even take advantage of the extra 6 GB?

James





From jesse at bestpractical.com  Fri Jan 16 17:12:08 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Jan 2009 17:12:08 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <OFB662C103.FF56440B-ON86257540.0078C06F-86257540.00796708@corp.xanadoo.com>
References: <20090116215507.GO13855@bestpractical.com>
	<OFB662C103.FF56440B-ON86257540.0078C06F-86257540.00796708@corp.xanadoo.com>
Message-ID: <20090116221208.GR13855@bestpractical.com>



> I'm definitely not an expert on how mysql utilizes system memory, but on
> 32-bit Linux systems, isn't the max amount of memory a single process can
> use 2 GB?  

There are (fairly standard) patches to the kernel to remove that limit.
And there are known issues with mysql on 32 bit linux and using more
than 2 gigs of ram. But Mathew also didn't say they'd gone and installed
32-bit Linux (which can't properly take advantage of their hardware)
instead of a proper 64-bit linux distribution.

There are certainly plenty of issues one should be aware of here. Then
again, if everyone was fully up to speed on all these issues, I might be
out a job ;)

Best,
Jesse


From mathew.snyder at gmail.com  Fri Jan 16 17:28:50 2009
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 16 Jan 2009 17:28:50 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <497103BA.6000501@vianet.ca>
References: <20090116214031.GN13855@bestpractical.com>	<OF6D5C0589.5DC1DF3E-ON86257540.0077CD36-86257540.00781F47@corp.xanadoo.com>	<20090116215507.GO13855@bestpractical.com>
	<497103BA.6000501@vianet.ca>
Message-ID: <49710A22.1010600@gmail.com>



Curtis Bruneau wrote:
> Jesse Vincent wrote:
>>   
>>> I agree completely with the above, but more important to me than just RAM
>>> and processing power is the speed of disk access.  He mentioned using RAID
>>> 5 in a follow-up post.  That's fine, but are these IDE or 15k SCSI drives?
>>> Faster drives should always speed up database performance.
>>>     
>> At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out 
>> of the database should always be cached in memory.  If MySQL is going to
>> disk on every query, the game's over and you're better off sobbing
>> quietly into a stiff drink than getting faster disks.
>>
>> -j
>>   
> Yeah agreed, It should rarely go to disc. The iowait on my server is 
> very low. If it is there's either missing indexes or not enough memory 
> pool for innodb to keep it cached, you can see that with the hit rate.
> 
> He can adjust that with the 'innodb_buffer_pool_size' , I've also set  
> 'innodb_flush_log_at_trx_commit' to 0 which isn't as safe but it makes 
> writes really fast.  There are other settings also.
> 
> The one area that is prone to issues is the Search due to all the fields 
> it can search and a lot of them aren't indexed so it's doing a lot of 
> row scans.
> 

Writes aren't an issue.  It doesn't take long to write one transaction compared to reading every transaction on a ticket before displaying it.  I still need to take a look-see at the config file to see what I've got going on there before I can say it isn't the buffer pool size.

Additionally, we do have about six or seven custom fields which wouldn't be indexed.

-- 
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom


From jmoseley at corp.xanadoo.com  Fri Jan 16 18:29:55 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 16 Jan 2009 17:29:55 -0600
Subject: [rt-users] Hardware Config
In-Reply-To: <20090116221208.GR13855@bestpractical.com>
Message-ID: <OF6D2E52D4.7731CB1C-ON86257540.00810931-86257540.00811079@corp.xanadoo.com>

Fair enough.

James Moseley




                                                                           
             Jesse Vincent                                                 
             <jesse at bestpracti                                             
             cal.com>                                                      
                                                                           
                                                                           
                                                                           






> I'm definitely not an expert on how mysql utilizes system memory, but on
> 32-bit Linux systems, isn't the max amount of memory a single process can
> use 2 GB?

There are (fairly standard) patches to the kernel to remove that limit.
And there are known issues with mysql on 32 bit linux and using more
than 2 gigs of ram. But Mathew also didn't say they'd gone and installed
32-bit Linux (which can't properly take advantage of their hardware)
instead of a proper 64-bit linux distribution.

There are certainly plenty of issues one should be aware of here. Then
again, if everyone was fully up to speed on all these issues, I might be
out a job ;)

Best,
Jesse




From mathew.snyder at gmail.com  Fri Jan 16 19:35:16 2009
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 16 Jan 2009 19:35:16 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <20090116220034.GQ13855@bestpractical.com>
References: <4970E1FA.20301@gmail.com>
	<20090116214031.GN13855@bestpractical.com>
	<497102C0.9070702@gmail.com>
	<20090116220034.GQ13855@bestpractical.com>
Message-ID: <497127C4.7080905@gmail.com>

I was finally able to log into the system I'm consulting on.  Using all of this discussion as a jumping off point to figure out other steps to take I've found a couple things which are clear problems.  There are only 4GB RAM as opposed to the 8GB which I thought it had.  This would be moot anyway as the system is 32-bit and the PAE kernel isn't in use.

I found a query which gave me the database size.  Turns out to be much larger than I thought: 5.7GB vs the couple of GB I assumed.  Add this to the 4GB RAM and the my.cnf can't be tuned properly anyway.  Kinda hard to fit 5.7GB of database into 4GB of RAM.  Essentially swaps are being done and in the present config there isn't anything that can really be done about it.

I've recommended that, instead of building out a separate DB server, they upgrade to RHEL 5.2 64-bit and upping the RAM.  Once that is done the MySQL config can be adjusted to make use of the greater capacity eliminating at least that aspect of the problem.

I made other points as well.  I recommended upgrading MySQL from 5.0.27 which I recall having minor issues which have caused problems in the past.  I also suggested having someone create indexes for the custom fields.

Thanks for all the input folks.  It's appreciated.

-Mathew

Jesse Vincent wrote:
>> I don't have direct access to the my.cnf file as I'm only a consultant these days but once I'm able to get that I'll give some more info.
>>
>> As also mentioned, I still need to take a look at the tuning scrip Ruslan pointed me to.
>  
> Start with that script. It just queries the database. It doesn't make any 
> changes.  But really, if you haven't done that yet, further discussion
> probably doesn't make much sense.

-- 
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom


From joseph85750 at yahoo.com  Fri Jan 16 21:12:32 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Fri, 16 Jan 2009 18:12:32 -0800 (PST)
Subject: [rt-users] SearchBuilder permissions
In-Reply-To: <op.unu1aua65pzi6r@mockingbird.mit.edu>
Message-ID: <118060.99273.qm@web30304.mail.mud.yahoo.com>


--- On Fri, 1/16/09, Stephen Turner <sturner at MIT.EDU> wrote:

> From: Stephen Turner <sturner at MIT.EDU>
> Subject: Re: [rt-users] SearchBuilder permissions
> To: "Joseph Spenner" <joseph85750 at yahoo.com>, RT-Users at lists.bestpractical.com
> Date: Friday, January 16, 2009, 10:24 AM
> On Thu, 15 Jan 2009 17:55:57 -0500, Joseph Spenner
> <joseph85750 at yahoo.com> wrote:
> 
> > I've recently migrated from RT2.0.15 to RT3.8.1.
> > 
> > I have a queue with certain keywords defined.  In
> RT2, if I wanted to search a queue with those keywords as a
> criteria, I would first add the queue to the search
> criteria.  Upon applying that, and the screen refreshed,
> the keywords would be displayed as additional options to
> modify the search.
> > In RT3, the above process is the same but the keywords
> criteria for search only show up when I'm logged in as
> root, or a specific user who has the following permissions
> for that queue:
> > 
> 
> 
> > 
> > Which of those permissions is responsible for him
> being able to search using the keywords?  I didn't
> realize there would be a permissions restriction possibility
> for searching with the defined keywords.
> > 
> > Thanks!
> > 
> > 
> 
> By "keywords" do you mean custom fields? If so,
> custom fields have their own permissions separate from queue
> permissions.
> 

Yes, custom fields.  I'm still RT2 old school.  Sorry.
I found the permissions section of the custom fields.  Why do custom fields have permissions?
I'll need to figure out how my RT2 keywords (now custom fields) imported into RT3 and adjust the permissions.

Thanks for the tip!



      


From curtisb at vianet.ca  Fri Jan 16 22:32:03 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Fri, 16 Jan 2009 22:32:03 -0500
Subject: [rt-users] Hardware Config
In-Reply-To: <497127C4.7080905@gmail.com>
References: <4970E1FA.20301@gmail.com>
	<20090116214031.GN13855@bestpractical.com>
	<497102C0.9070702@gmail.com>
	<20090116220034.GQ13855@bestpractical.com>
	<497127C4.7080905@gmail.com>
Message-ID: <7B82DDF0139B49AA93C4F458470ABC99@satellite>

I'm currently running a roughly 8GB database on 2gb of ram (quad core xeon 
2.4), webserver and db on the same machine. The indexes sit just over a 1GB 
and I have 768MB on the pool, iowait is very low and the index hit rate is 
high. The shredder indexes account for a large portion of it so it caches 
them back in at that time which is late at night. I still think you could 
get more out of it with some tuning. The indexes would probably help if you 
are doing a lot of queries against those fields though.

----- Original Message ----- 
From: "Mathew" <mathew.snyder at gmail.com>
To: "Jesse Vincent" <jesse at bestpractical.com>
Cc: "RT Users" <rt-users at bestpractical.com>
Sent: Friday, January 16, 2009 7:35 PM
Subject: Re: [rt-users] Hardware Config


>I was finally able to log into the system I'm consulting on.  Using all of 
>this discussion as a jumping off point to figure out other steps to take 
>I've found a couple things which are clear problems.  There are only 4GB 
>RAM as opposed to the 8GB which I thought it had.  This would be moot 
>anyway as the system is 32-bit and the PAE kernel isn't in use.
>
> I found a query which gave me the database size.  Turns out to be much 
> larger than I thought: 5.7GB vs the couple of GB I assumed.  Add this to 
> the 4GB RAM and the my.cnf can't be tuned properly anyway.  Kinda hard to 
> fit 5.7GB of database into 4GB of RAM.  Essentially swaps are being done 
> and in the present config there isn't anything that can really be done 
> about it.
>
> I've recommended that, instead of building out a separate DB server, they 
> upgrade to RHEL 5.2 64-bit and upping the RAM.  Once that is done the 
> MySQL config can be adjusted to make use of the greater capacity 
> eliminating at least that aspect of the problem.
>
> I made other points as well.  I recommended upgrading MySQL from 5.0.27 
> which I recall having minor issues which have caused problems in the past. 
> I also suggested having someone create indexes for the custom fields.
>
> Thanks for all the input folks.  It's appreciated.
>
> -Mathew
>
> Jesse Vincent wrote:
>>> I don't have direct access to the my.cnf file as I'm only a consultant 
>>> these days but once I'm able to get that I'll give some more info.
>>>
>>> As also mentioned, I still need to take a look at the tuning scrip 
>>> Ruslan pointed me to.
>>
>> Start with that script. It just queries the database. It doesn't make any
>> changes.  But really, if you haven't done that yet, further discussion
>> probably doesn't make much sense.
>
> -- 
> Keep up with my goings on at http://feeds.feedburner.com/theillien_atom
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 matthew.seaman at thebunker.net  Sat Jan 17 05:22:24 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Sat, 17 Jan 2009 10:22:24 +0000
Subject: [rt-users] Hardware Config
In-Reply-To: <20090116215507.GO13855@bestpractical.com>
References: <20090116214031.GN13855@bestpractical.com>	<OF6D5C0589.5DC1DF3E-ON86257540.0077CD36-86257540.00781F47@corp.xanadoo.com>
	<20090116215507.GO13855@bestpractical.com>
Message-ID: <4971B160.9030800@thebunker.net>

Jesse Vincent wrote:
> 
>> I agree completely with the above, but more important to me than just RAM
>> and processing power is the speed of disk access.  He mentioned using RAID
>> 5 in a follow-up post.  That's fine, but are these IDE or 15k SCSI drives?
>> Faster drives should always speed up database performance.
> 
> At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out 
> of the database should always be cached in memory.  If MySQL is going to
> disk on every query, the game's over and you're better off sobbing
> quietly into a stiff drink than getting faster disks.

Well, yeah.  Bump up your query_cache_size and that will be true for frequently
run SELECTs.  Bump up tmp_table_size / max_heap_query_size while you're about it
so sorts are all done in RAM as well.  (RT seems to generate quite a lot of
sorting...)

However, databases having this thing about committing changes to persistent storage
means that they are always going to be doing disk IO, and slow disks are going
to hurt performance on INSERT, UPDATE, DELETE or anything else that modifies
data or schema.  And that's going to delay any subsequent SELECTs that can't be
satisfied out of the query cache.

On RAID5 -- unless you've got a really, really expensive RAID controller card, 
RAID5 is always going to be sub-optimal for the sort of small, randomized IOs
that databases generate.  Of course, if you can afford a good enough RAID
controller that it makes RAID5 fast enough, you can almost certainly afford a
few extra disks and use RAID10 instead, and it will be even faster...  

	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 sturner at MIT.EDU  Sat Jan 17 11:14:12 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Sat, 17 Jan 2009 11:14:12 -0500
Subject: [rt-users] SearchBuilder permissions
In-Reply-To: <118060.99273.qm@web30304.mail.mud.yahoo.com>
References: <118060.99273.qm@web30304.mail.mud.yahoo.com>
Message-ID: <op.unwspy125pzi6r@mockingbird>

On Fri, 16 Jan 2009 21:12:32 -0500, Joseph Spenner <joseph85750 at yahoo.com>  
wrote:

>
> Yes, custom fields.  I'm still RT2 old school.  Sorry.
> I found the permissions section of the custom fields.  Why do custom  
> fields have permissions?
> I'll need to figure out how my RT2 keywords (now custom fields) imported  
> into RT3 and adjust the permissions.
>
> Thanks for the tip!
>
>

Custom fields are no longer tied directly to single queues (or at least  
they don't have to be). Fields can be attached to multiple queues or can  
be defined globally (all queues). So the permissions system has to be  
separate from queue permissions.

Good luck-
Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From gavin.henry at gmail.com  Sat Jan 17 16:25:43 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Sat, 17 Jan 2009 21:25:43 +0000
Subject: [rt-users] Anyone updated for 3.8.2 -
	http://wiki.bestpractical.com/view/PasswordReminder
Message-ID: <13ca621c0901171325p6baa74a4xf1f14ab332bf08fa@mail.gmail.com>

Just wondering how easy?

Thanks.

-- 
http://www.suretecsystems.com/services/openldap/


From daksh at olemiss.edu  Sat Jan 17 18:26:33 2009
From: daksh at olemiss.edu (daksh)
Date: Sat, 17 Jan 2009 17:26:33 -0600
Subject: [rt-users] Customize Query Builder page
Message-ID: <49726929.17f.16c2.17613@olemiss.edu>

Hi,
We are running RT3.8.1 on opensuse 11; PERL 5.10; mysql 5.0

I want to know if there is a way to customize QueryBuilder
page?

Specifically, I am interested in the drop down box where it
has "Owner", "Creator", and "Last Updated By"

I want to remove these options, and only want to have single
entry of "Owner"

Any one here knows how to do this, or if there are any docs
on how to accomplish this, please guide me in that
direction. I did see the document on how to customize the
"results" page, but that is not what I am after...

Thanks


From aaron at guise.net.nz  Sun Jan 18 16:03:34 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Mon, 19 Jan 2009 10:03:34 +1300
Subject: [rt-users] RT 3.8.0 - AdminCC issues
Message-ID: <c8c01a250901181303h1075b43aj8704b51434cf543d@mail.gmail.com>

Hi,

Presently we are having alot of problems with AdminCC correspondence.  The
below is information from the mail server (Sendmail) it is bouncing these
back to the web server user.

This has only happened a few weeks ago and is causing a hell of a lot of
bounced mail, anyone seen this or know what may be causing this?

The original message was received at Mon, 19 Jan 2009 09:51:04 +1300
from www-data at localhost

   ----- The following addresses had permanent fatal errors -----
"AdminCc of Sitel SR Ticket #17203":;

   ----- Transcript of session follows -----
553 5.1.3 "AdminCc of Sitel SR Ticket #17203":;... List:; syntax
illegal for recipient
addresses


*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aaron at guise.net.nz
 *
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From jesse at bestpractical.com  Sun Jan 18 16:09:45 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 18 Jan 2009 16:09:45 -0500
Subject: [rt-users] RT 3.8.0 - AdminCC issues
In-Reply-To: <c8c01a250901181303h1075b43aj8704b51434cf543d@mail.gmail.com>
References: <c8c01a250901181303h1075b43aj8704b51434cf543d@mail.gmail.com>
Message-ID: <20090118210945.GV13855@bestpractical.com>




On Mon, Jan 19, 2009 at 10:03:34AM +1300, Aaron Guise wrote:
> Hi,
> 
> Presently we are having alot of problems with AdminCC correspondence.  The
> below is information from the mail server (Sendmail) it is bouncing these
> back to the web server user.
> 
> This has only happened a few weeks ago and is causing a hell of a lot of
> bounced mail, anyone seen this or know what may be causing this?

from RT_Config.pm:


=item C<$UseFriendlyToLine>

RT can optionally set a "Friendly" 'To:' header when sending messages to
Ccs or AdminCcs (rather than having a blank 'To:' header.

This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
If you are using sendmail, rather than postfix, qmail, exim or some
other MTA,
you _must_ disable this option.

=cut

Set($UseFriendlyToLine, 0);

> 
> The original message was received at Mon, 19 Jan 2009 09:51:04 +1300
> from www-data at localhost
> 
>    ----- The following addresses had permanent fatal errors -----
> "AdminCc of Sitel SR Ticket #17203":;
> 
>    ----- Transcript of session follows -----
> 553 5.1.3 "AdminCc of Sitel SR Ticket #17203":;... List:; syntax
> illegal for recipient
> addresses
> 
> 
> *Regards,*
> 
> *Aaron Guise
>   07 854 7824
> 027 212 6638
> aaron at guise.net.nz
>  *

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 aaron at guise.net.nz  Sun Jan 18 18:43:29 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Mon, 19 Jan 2009 12:43:29 +1300
Subject: [rt-users] RT 3.8.0 - AdminCC issues
In-Reply-To: <20090118210945.GV13855@bestpractical.com>
References: <c8c01a250901181303h1075b43aj8704b51434cf543d@mail.gmail.com>
	<20090118210945.GV13855@bestpractical.com>
Message-ID: <c8c01a250901181543ya9aab20g63e9698d48bf849b@mail.gmail.com>

Thanks Jesse,

I must've overlooked that one.  That fixed things up a treat. Must update to
postfix sometime so can use that.

*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aaron at guise.net.nz
 *



On Mon, Jan 19, 2009 at 10:09 AM, Jesse Vincent <jesse at bestpractical.com>wrote:

>
>
>
> On Mon, Jan 19, 2009 at 10:03:34AM +1300, Aaron Guise wrote:
> > Hi,
> >
> > Presently we are having alot of problems with AdminCC correspondence.
>  The
> > below is information from the mail server (Sendmail) it is bouncing these
> > back to the web server user.
> >
> > This has only happened a few weeks ago and is causing a hell of a lot of
> > bounced mail, anyone seen this or know what may be causing this?
>
> from RT_Config.pm:
>
>
> =item C<$UseFriendlyToLine>
>
> RT can optionally set a "Friendly" 'To:' header when sending messages to
> Ccs or AdminCcs (rather than having a blank 'To:' header.
>
> This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> If you are using sendmail, rather than postfix, qmail, exim or some
> other MTA,
> you _must_ disable this option.
>
> =cut
>
> Set($UseFriendlyToLine, 0);
>
> >
> > The original message was received at Mon, 19 Jan 2009 09:51:04 +1300
> > from www-data at localhost
> >
> >    ----- The following addresses had permanent fatal errors -----
> > "AdminCc of Sitel SR Ticket #17203":;
> >
> >    ----- Transcript of session follows -----
> > 553 5.1.3 "AdminCc of Sitel SR Ticket #17203":;... List:; syntax
> > illegal for recipient
> > addresses
> >
> >
> > *Regards,*
> >
> > *Aaron Guise
> >   07 854 7824
> > 027 212 6638
> > aaron at guise.net.nz
> >  *
>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 sara at edhouse.cz  Mon Jan 19 03:13:30 2009
From: sara at edhouse.cz (=?windows-1252?Q?Tom=E1=9A_S=E1ra?=)
Date: Mon, 19 Jan 2009 09:13:30 +0100
Subject: [rt-users] Preselect value
In-Reply-To: <4970C273.7040707@lbl.gov>
References: <49708AFE.2040103@edhouse.cz> <4970C273.7040707@lbl.gov>
Message-ID: <4974362A.4090704@edhouse.cz>

Kenn, thanks for your reply.
If you can send some example I would be greatful. Is there any 
possibility to set that value before pressing create button? It would be 
nice if the creator of the ticket is able to see the preselected values 
right after the form with the new ticket is displayed. Is there any 
chance to do that? If not I sill use the action "onCreate".

Thank you for reply,
Tom.

Kenneth Crocker napsal(a):
> Tomas,
>
>
>     When did you want this to happen? At create time? Just write a 
> scrip with the condition to when you want it to happen (may have to 
> make this user-defined) and then write an action to set the value of 
> the CF. IF this is the case and you have trouble with the scrip, I 
> have many examples I can send you. If I'm wrong, then ignore my 
> suggestion. :-)
>
>
> Kenn
> LBNL    
>
> On 1/16/2009 5:26 AM, Tom?? S?ra wrote:
>> Hello,
>> When I was configuring RT system (version 3.8.2) I wanted to 
>> preselect value in Custom Field (type - select one value). Is there a 
>> possibility to do so? I searched mailing lists for answer to this 
>> question but I was not successful in finding the answer.
>>
>> Tahnks in advance for your help,
>> Tom.
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 sara at edhouse.cz  Mon Jan 19 04:10:26 2009
From: sara at edhouse.cz (=?UTF-8?B?VG9tw6HFoSBTw6FyYQ==?=)
Date: Mon, 19 Jan 2009 10:10:26 +0100
Subject: [rt-users] Day of the week
In-Reply-To: <9676627.1051232112629236.JavaMail.root@ouessant>
References: <9676627.1051232112629236.JavaMail.root@ouessant>
Message-ID: <49744382.4010803@edhouse.cz>

This shows no errors but instead of writing the day of the week into log 
file it writes "0". I'm not sure what "localtime" is. Is it the variable 
containing the local time? Something like:
  my $localtime = my $now = RT::Date->new($RT::SystemUser);
  $now->SetToNow;
Or should I write there just "localhost"? None of this seem to work.

Do you have any ideas what to do?
Thank a lot,
Tom.

Marouane Himdi napsal(a):
> Sorry
> my $dayOfWeek = POSIX::strftime ("%A", localtime );
> $RT::Logger->debug("Day of Week is : $dayOfWeek ");
>
> Works for me
>
>
> Dr Marouane HIMDI
>
>
> ----- Mail Original -----
> De: "Tom?? S?ra" <sara at edhouse.cz>
> ?: rt-users at lists.bestpractical.com
> Envoy?: Vendredi 16 Janvier 2009 14h23:05 GMT +01:00 Amsterdam / Berlin / Berne / Rome / Stockholm / Vienne
> Objet: Re: [rt-users] Day of the week
>
> Unfortunatelly even this does not work. I got this error "Scrip 83 
> Commit failed: syntax error at (eval 2172) line 26, near "strftime "%A"" 
> (/opt/rt3/bin/../lib/RT/Action/UserDefined.pm:80).
>
> Any suggestions.
>
> Thanks, Tom.
>
> Marouane Himdi napsal(a):
>   
>> i think this should work
>>
>> my $dayOfWeek = strftime "%A", localtime;
>>
>>
>>
>> Dr Marouane HIMDI
>>
>>
>> ----- Mail Original -----
>> De: "Tom?? S?ra" <sara at edhouse.cz>
>> ?: "Matthew Seaman" <matthew.seaman at thebunker.net>
>> Cc: rt-users at lists.bestpractical.com
>> Envoy?: Vendredi 16 Janvier 2009 11h56:30 GMT +01:00 Amsterdam / 
>> Berlin / Berne / Rome / Stockholm / Vienne
>> Objet: Re: [rt-users] Day of the week
>>
>> Thanks for your answer. What you wrote works fine in shell. I need to 
>> do this in scrip. Is there any possibility?
>>
>> Thanks a lot for any comments,
>> Tom.
>>
>> Matthew Seaman napsal(a):
>>     
>>> Tom?? S?ra wrote:
>>>       
>>>> Hello everybody,
>>>>
>>>> is there a possibility to find out the day of the week out of the 
>>>> date? I sopose there should be a perl function for this. Am I right? 
>>>> I searched mailing lists but I didn't find any information there.
>>>>
>>>> Thanks in advance for any help,
>>>>         
>>> % perl -MPOSIX -le 'print strftime "%A", localtime;'
>>> Friday
>>>
>>> Cheers,
>>>
>>> Matthew
>>>
>>>       
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 matthew.seaman at thebunker.net  Mon Jan 19 04:47:54 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Mon, 19 Jan 2009 09:47:54 +0000
Subject: [rt-users] Day of the week
In-Reply-To: <49744382.4010803@edhouse.cz>
References: <9676627.1051232112629236.JavaMail.root@ouessant>
	<49744382.4010803@edhouse.cz>
Message-ID: <49744C4A.5020806@thebunker.net>

Tom?? S?ra wrote:
> This shows no errors but instead of writing the day of the week into log 
> file it writes "0". I'm not sure what "localtime" is. Is it the variable 
> containing the local time? Something like:
>   my $localtime = my $now = RT::Date->new($RT::SystemUser);
>   $now->SetToNow;
> Or should I write there just "localhost"? None of this seem to work.

localtime() is a standard perl function that returns the time according to
the local timezone broken down into an array of fields: sec, min, hour,
day etc.  See: 'perldoc -f localtime' for the full story.  There's also
gmtime() which produces the UTC time in the same format.

Either of those two functions takes an optional argument which is a
timestamp expressed as 'seconds since the epoch' a.k.a. unix time --
without an argument they default to the current time.

If you just want to get a timestamp on your log records, then there's
potentially a much simpler method you could use.  Instead of logging
to a file, just use the Unix syslog instead: that will automatically
tag each line with a timestamp.  Something like:

Set($LogToSyslog    , 'debug');

(although this seems to be the default already).

	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 micah at onshore.com  Mon Jan 19 04:57:04 2009
From: micah at onshore.com (Micah Gersten)
Date: Mon, 19 Jan 2009 03:57:04 -0600
Subject: [rt-users] Day of the week
In-Reply-To: <49704657.5020507@edhouse.cz>
References: <49704657.5020507@edhouse.cz>
Message-ID: <49744E70.8000308@onshore.com>

This might be what you're looking for:
http://search.cpan.org/~stbey/Date-Calc-5.4/Calc.pod

Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com



Tom?? S?ra wrote:
> Hello everybody,
>
> is there a possibility to find out the day of the week out of the date? 
> I sopose there should be a perl function for this. Am I right? I 
> searched mailing lists but I didn't find any information there.
>
> Thanks in advance for any help,
> Tom.
>   


From matthew.seaman at thebunker.net  Mon Jan 19 05:22:16 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Mon, 19 Jan 2009 10:22:16 +0000
Subject: [rt-users] Programatically creating tickets with specific id numbers
Message-ID: <49745458.9000304@thebunker.net>


Dear all,

We're in the process of migrating to RT from an ancient ticketing system.
I'd like to load our existing database of around 18,000 tickets into RT -- 
which seems eminently do-able using a bit of perl scripting.  Except for 
one thing: is it possible to set ticket ID numbers programatically?  As 
far as I can tell the ticket id is derived from an autoincrement value in 
one of the DB tables and there's no api for choosing a specific value. 
Which makes it rather hard to preserve the existing ticket ID numbers.

If anyone can point me towards examples on the Net of code for doing this
sort of migration I'd be grateful.

	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 dominic.hargreaves at oucs.ox.ac.uk  Mon Jan 19 05:52:31 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Mon, 19 Jan 2009 10:52:31 +0000
Subject: [rt-users] Programatically creating tickets with specific id
	numbers
In-Reply-To: <49745458.9000304@thebunker.net>
References: <49745458.9000304@thebunker.net>
Message-ID: <20090119105230.GA16941@gunboat-diplomat.oucs.ox.ac.uk>

On Mon, Jan 19, 2009 at 10:22:16AM +0000, Matthew Seaman wrote:
> We're in the process of migrating to RT from an ancient ticketing system.
> I'd like to load our existing database of around 18,000 tickets into RT -- 
> which seems eminently do-able using a bit of perl scripting.  Except for 
> one thing: is it possible to set ticket ID numbers programatically?  As 
> far as I can tell the ticket id is derived from an autoincrement value in 
> one of the DB tables and there's no api for choosing a specific value. 
> Which makes it rather hard to preserve the existing ticket ID numbers.
> 
> If anyone can point me towards examples on the Net of code for doing this
> sort of migration I'd be grateful.

You might find that there is inspiration to be drawn from
dumpfile-to-rt-3.0, part of RT::Extension::RT2toRT3 available on CPAN.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From sttr at nextgentel.com  Mon Jan 19 06:08:02 2009
From: sttr at nextgentel.com (Steffen Tronstad)
Date: Mon, 19 Jan 2009 12:08:02 +0100
Subject: [rt-users] Programatically creating tickets with specific
	idnumbers
In-Reply-To: <20090119105230.GA16941@gunboat-diplomat.oucs.ox.ac.uk>
References: <49745458.9000304@thebunker.net>
	<20090119105230.GA16941@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <DD99022469C18C47BF10997B4AC9344A0184BBBC@NGT-BGO-EX-01.nextgentel.corp>

You can just alter the table to start auto_increment from a higher number...
So that RT starts from 18001->

Very easy to do with phpMyAdmin


Med vennlig hilsen / with kind regards 
Steffen Tronstad 
BroadPark Games drift/design 
NextGenTel AS, part of TeliaSonera Group 
Tlf: +47 466 988 46
Mail: sttr at nextgentel.com <mailto:sttr at nextgentel.com> 
? please don't print this e-mail unless you really need to. 


-----Opprinnelig melding-----
Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne av Dominic Hargreaves
Sendt: 19. januar 2009 11:53
Til: rt-users at lists.bestpractical.com
Emne: Re: [rt-users] Programatically creating tickets with specific idnumbers

On Mon, Jan 19, 2009 at 10:22:16AM +0000, Matthew Seaman wrote:
> We're in the process of migrating to RT from an ancient ticketing system.
> I'd like to load our existing database of around 18,000 tickets into RT -- 
> which seems eminently do-able using a bit of perl scripting.  Except for 
> one thing: is it possible to set ticket ID numbers programatically?  As 
> far as I can tell the ticket id is derived from an autoincrement value in 
> one of the DB tables and there's no api for choosing a specific value. 
> Which makes it rather hard to preserve the existing ticket ID numbers.
> 
> If anyone can point me towards examples on the Net of code for doing this
> sort of migration I'd be grateful.

You might find that there is inspiration to be drawn from
dumpfile-to-rt-3.0, part of RT::Extension::RT2toRT3 available on CPAN.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: 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 dieckhoff at bremskerl.de  Mon Jan 19 06:10:17 2009
From: dieckhoff at bremskerl.de (Marco Dieckhoff)
Date: Mon, 19 Jan 2009 12:10:17 +0100
Subject: [rt-users] Sorting in Dashboard searches
Message-ID: <49745F99.4010303@bremskerl.de>

Hi!

I have some searches put in a dashboard for quick access.
If I click on the dashboard link, I can't click on the table headers for
sorting.

That only works on direct search results, so I have to click edit and
show results to get a table where I can click on the headers for sorting.

Is there any way to either enable sorting on dashboard link outputs, or
put the search "show result" link into the dashboard instead of the
dashboard search link?

Thank you for any advice,
Marco



From sara at edhouse.cz  Mon Jan 19 06:48:10 2009
From: sara at edhouse.cz (=?UTF-8?B?VG9tw6HFoSBTw6FyYQ==?=)
Date: Mon, 19 Jan 2009 12:48:10 +0100
Subject: [rt-users] Day of the week
In-Reply-To: <49744E70.8000308@onshore.com>
References: <49704657.5020507@edhouse.cz> <49744E70.8000308@onshore.com>
Message-ID: <4974687A.5010208@edhouse.cz>

Thank you everybody for your help. This:

  my $dayOfWeek = POSIX::strftime ("%A", localtime );
  $RT::Logger->debug("Day of Week is : $dayOfWeek ");

works fine. I had a stupid error there,
Tom.

Micah Gersten napsal(a):
> This might be what you're looking for:
> http://search.cpan.org/~stbey/Date-Calc-5.4/Calc.pod
>
> Thank you,
> Micah Gersten
> onShore Networks
> Internal Developer
> http://www.onshore.com
>
>
>
> Tom?? S?ra wrote:
>   
>> Hello everybody,
>>
>> is there a possibility to find out the day of the week out of the date? 
>> I sopose there should be a perl function for this. Am I right? I 
>> searched mailing lists but I didn't find any information there.
>>
>> Thanks in advance for any help,
>> Tom.
>>   
>>     
>
>   



From torsten.brumm at Kuehne-Nagel.com  Mon Jan 19 07:12:20 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 19 Jan 2009 13:12:20 +0100
Subject: [rt-users] Happy new year....and a really stupid question i think
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C66345@w3hamboex11.ger.win.int.kn>

Dear RT Users,
this is my first day at work this year and it looks like my brain is still on holiday. I'm trying to link from a ticket to an RTFM Article manually and the same need i have against an asset, but i can't remember the correct syntaxt anymore...!

I tried this from a ticket to a asset: RefersTo: at://rt3dev-messenger.int.kn/asset/1 it end up with: Couldn't resolve 'at://rt3dev-messenger.int.kn/asset/1' into a URI.

Sorry to be annoying, but i'm really lost in space at the moment.

Thanks for your Help.

Torsten

K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne





From matthew.seaman at thebunker.net  Mon Jan 19 07:26:16 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Mon, 19 Jan 2009 12:26:16 +0000
Subject: [rt-users] Programatically creating tickets with specific id
 numbers
In-Reply-To: <20090119105230.GA16941@gunboat-diplomat.oucs.ox.ac.uk>
References: <49745458.9000304@thebunker.net>
	<20090119105230.GA16941@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <49747168.20705@thebunker.net>

Dominic Hargreaves wrote:
> On Mon, Jan 19, 2009 at 10:22:16AM +0000, Matthew Seaman wrote:


>> If anyone can point me towards examples on the Net of code for doing this
>> sort of migration I'd be grateful.

> You might find that there is inspiration to be drawn from
> dumpfile-to-rt-3.0, part of RT::Extension::RT2toRT3 available on CPAN.

Excellent.  That's exactly what I need.

	Thank you very much

	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 JoopvandeWege at mococo.nl  Mon Jan 19 07:48:31 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Mon, 19 Jan 2009 13:48:31 +0100
Subject: [rt-users] Happy new year....and a really stupid question i
	think
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C66345@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB039401C66345@w3hamboex11.ger.win.int.kn>
Message-ID: <4974769F.8030301@mococo.nl>

Ham MI-ID, Torsten Brumm wrote:
> Dear RT Users,
> this is my first day at work this year and it looks like my brain is still on holiday. I'm trying to link from a ticket to an RTFM Article manually and the same need i have against an asset, but i can't remember the correct syntaxt anymore...!
>
> I tried this from a ticket to a asset: RefersTo: at://rt3dev-messenger.int.kn/asset/1 it end up with: Couldn't resolve 'at://rt3dev-messenger.int.kn/asset/1' into a URI.
Should work, that is, if your $rtname is rt3dev-messenger.int.kn. To me 
it looks like you used your servers DNS name instead of $rtname.
(example for my system: dns=rt3test.mococo.nl $rtname=mococo.nl --> 
at://mococo.nl/asset/1)

Greetings,

Joop



From torsten.brumm at Kuehne-Nagel.com  Mon Jan 19 08:00:24 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 19 Jan 2009 14:00:24 +0100
Subject: [rt-users] Happy new year....and a really stupid question i
	think
In-Reply-To: <4974769F.8030301@mococo.nl>
References: <16426EA38D57E74CB1DE5A6AE1DB039401C66345@w3hamboex11.ger.win.int.kn>
	<4974769F.8030301@mococo.nl>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C66390@w3hamboex11.ger.win.int.kn>

Hi Joop,

thanks for your answer. Just cross checked: 

RT::rtname 	rt3dev-messenger.int.kn 

And the same result: Couldn't resolve 'at://rt3dev-messenger.int.kn/asset/1' into a URI.

Something went wrong in my head :-(

Torsten 


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Urspr?ngliche Nachricht-----
Von: Joop [mailto:JoopvandeWege at mococo.nl] 
Gesendet: Montag, 19. Januar 2009 13:49
An: Ham MI-ID, Torsten Brumm
Cc: RT Users
Betreff: Re: [rt-users] Happy new year....and a really stupid question i think

Ham MI-ID, Torsten Brumm wrote:
> Dear RT Users,
> this is my first day at work this year and it looks like my brain is still on holiday. I'm trying to link from a ticket to an RTFM Article manually and the same need i have against an asset, but i can't remember the correct syntaxt anymore...!
>
> I tried this from a ticket to a asset: RefersTo: at://rt3dev-messenger.int.kn/asset/1 it end up with: Couldn't resolve 'at://rt3dev-messenger.int.kn/asset/1' into a URI.
Should work, that is, if your $rtname is rt3dev-messenger.int.kn. To me it looks like you used your servers DNS name instead of $rtname.
(example for my system: dns=rt3test.mococo.nl $rtname=mococo.nl -->
at://mococo.nl/asset/1)

Greetings,

Joop




From matthew.seaman at thebunker.net  Mon Jan 19 08:01:41 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Mon, 19 Jan 2009 13:01:41 +0000
Subject: [rt-users] Programatically creating tickets with
	specific	idnumbers
In-Reply-To: <DD99022469C18C47BF10997B4AC9344A0184BBBC@NGT-BGO-EX-01.nextgentel.corp>
References: <49745458.9000304@thebunker.net>	<20090119105230.GA16941@gunboat-diplomat.oucs.ox.ac.uk>
	<DD99022469C18C47BF10997B4AC9344A0184BBBC@NGT-BGO-EX-01.nextgentel.corp>
Message-ID: <497479B5.30900@thebunker.net>

Steffen Tronstad wrote:
> You can just alter the table to start auto_increment from a higher number...
> So that RT starts from 18001->
> 
> Very easy to do with phpMyAdmin
> 

Yeah -- I'll need to do something like that after I've got all the legacy 
stuff imported.  We'll probably start using RT live with ticket 20000 or 
so, just so it's obvious what came from where.

	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 aheinlein at gmx.com  Mon Jan 19 07:55:26 2009
From: aheinlein at gmx.com (Andreas Heinlein)
Date: Mon, 19 Jan 2009 13:55:26 +0100
Subject: [rt-users] RT not sending email
Message-ID: <4974783E.6020709@gmx.com>

Hello,

I need your help debugging RTs mail system.

I have had RT send emails successfully when replying to or creating new
tickets. As such, the mail system is working. I have fiddled with the
global scrips to invoke some more mails, i.e. on owner change. But now
somehow, RT does not send any mail at all.

I am not sure if this has to do with the scrips at all. In any case,
when you reply to a ticket, no recipients are shown at the bottom (Below
"...mail will be sent to the following users..."), and no mail is sent
on reply. Dito when entering someone as Cc: or AdminCc: for a ticket,
both for the whole ticket and one-time when replying. In all cases, RT
claims "Outgoing message recorded" after saving changes, but the ticket
display does not show any outgoing mail (I have the "ShowOutgoingMail"
right).

>From the mail server logs I can see that no attempt to send mail is
done. From syslog, I see "RT::User::CanonicalizeEmailAddress called with
"" from RT::Ticket". I checked the user account settings, and alle users
have valid working mail addresses associated with them.

I am using RT 3.6 on debian etch with the packages from the etch
repository. I do not want to upgrade to 3.8 at the moment.

Thank you,
Andreas


From jmoseley at corp.xanadoo.com  Mon Jan 19 10:14:08 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Mon, 19 Jan 2009 09:14:08 -0600
Subject: [rt-users] query builder page display problems: firefox 3.0.5
Message-ID: <OF27A6C446.9B974507-ON86257543.00531E81-86257543.0053AC83@corp.xanadoo.com>


I have tried other versions of Firefox, and IE 7 seems to work fine, but
when the query builder page is viewed from Firefox 3.0.5, the Saved
searches box overlaps the Current search: box.  If I minimize the Saved
searches box, then I can see the Current search box:.  Minor annoyance I
thought I would pass along.


James Moseley




From joseph85750 at yahoo.com  Mon Jan 19 11:54:51 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Mon, 19 Jan 2009 08:54:51 -0800 (PST)
Subject: [rt-users] Another question about importing RT2 to RT3
In-Reply-To: <184311.35518.qm@web30305.mail.mud.yahoo.com>
Message-ID: <186421.21556.qm@web30306.mail.mud.yahoo.com>

I've been having pretty good success with my import, but am curious about the 'incremental' update.  In the README, it states:

===
rt-2.0-to-dumpfile NEWDIRNAME since 2003-01-01 

         (replace that date with the date before the initial export)

Then execute:

dumpfile-to-rt-3.0 NEWDIRNAME
===

What if there is overlap?  Is it best to go with a little overlap, to make sure you don't miss anything?  (ie: if the original dump wasn't done on exactly 00:00:00 of a particular day, there would either be overlap or a gap, wouldn't there?)




      


From calvin at utilyx.com  Mon Jan 19 12:44:34 2009
From: calvin at utilyx.com (Calvin Chiang)
Date: Mon, 19 Jan 2009 17:44:34 +0000
Subject: [rt-users] Database size management
Message-ID: <4974BC02.8090201@utilyx.com>

Hi All,

I've got a RT 3.6 install. Approx 20 users, and a database size of about 
500MB.
It looks like i'm adding 25MB of data per week.. so it's growing quite a 
bit faster than i'd like.

Any recommendations for data that i should look at stripping out of the 
database? or do people archive their databases? if you do is it pretty 
easy to bring them back online again if need be?

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 marcus at lessrain.net  Mon Jan 19 12:34:54 2009
From: marcus at lessrain.net (Marcus Pauli)
Date: Mon, 19 Jan 2009 18:34:54 +0100
Subject: [rt-users] CPU is going wild
Message-ID: <4974B9BE.40609@lessrain.net>

Hello *,

after managing to authenticate against LDAP, I faced another issue:
After logging in, the CPU gets extremely occupied. As the System is a
Dual Intel(R) Pentium(R) 4 CPU 2.80GHz I don't think, that this
behaviour is normal. :-)

BTW: The problem occurs with both mod_perl and fastcgi.

Apache is 2.0.58-r2, mod_perl is 2.0.3-r2, perl is 5.8.8, linux is
2.6.17-gentoo

Here's what RT's log is telling me (I can't find anything suspicious)

---8<---
Jan 19 17:53:02 ganymed RT: Working around bug in RT and reloading
RT::User
(/var/www/myhost/rt-3.8.2/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12)
Jan 19 17:53:02 ganymed
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xfc8ab88)', 'Working around
bug in RT and reloading RT::User') called at
/var/www/myhost/rt-3.8.2/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth
line 12
Jan 19 17:53:02 ganymed
RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0xfeb72f4)',
'CallbackName', 'Auth') called at /var/www/myhost/htdocs/autohandler
line 256
Jan 19 17:53:02 ganymed
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xfeb72f4)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
Jan 19 17:53:02 ganymed
HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xfeb72f4)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x912a20c)',
'Apache2::RequestRec=SCALAR(0xe580080)') called at
/var/www/myhost/rt-3.8.2/bin/webmux.pl line 149 eval {...} at
/var/www/myhost/rt-3.8.2/bin/webmux.pl line 149
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xe580080)') called at -e
line 0 eval {...} at -e line 0
--->8---

---8<---
package RT;
use RT::Config;

Set($rtname , "myhost");
Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );
Set($Organization , "myhost");
Set($MinimumPasswordLength , "0");
Set($Timezone , 'Europe/Berlin');

Set($DatabaseType , 'mysql');
Set($DatabaseHost   , '');
Set($DatabaseRTHost , '');
Set($DatabasePort , '');
Set($DatabaseUser , 'tasks');
Set($DatabasePassword , 'myhost');
Set($DatabaseName , 'tasks');
Set($UseSQLForACLChecks, '1');

Set($RTAddressRegexp , '^rt\@lessrain.net$');

Set($CanonicalizeOnCreate, 0);

Set($MailCommand , 'smtp');

Set($SMTPServer, 'mail.lessrain.net');
Set($SMTPDebug, 1);

Set( @Plugins, qw(RT::Authen::ExternalAuth) );

# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority,  [ 'less rain ldap' ]);

# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled.
# Once user info is found, no more services are checked.
Set($ExternalInfoPriority,  [ 'less rain ldap' ]);

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS,    0);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,   0 );
###Set($AutoCreate, {Privileged => 1});
# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g.
#   Set(ExternalAuthPriority,['less rain
ldap','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
#


Set($ExternalSettings,     
    {  
    'less rain ldap'       =>  {   ## GENERIC SECTION
       # The type of service (db/ldap/cookie)
      'type'                      =>  'ldap',
      # Should the service be used for authentication?
      'auth'                      =>  1,
      # Should the service be used for information?
      'info'                      =>  1,
      # The server hosting the service
      'server'                    =>  'localhost',
      ## SERVICE-SPECIFIC SECTION
      # If you can bind to your LDAP server anonymously you should
      # remove the user and pass config lines, otherwise specify them here:
      #
      # The username RT should use to connect to the LDAP server
      'user'                      =>  'username',
      # The password RT should use to connect to the LDAP server
      'pass'                    =>  'password',
      #
      # The LDAP search base
      'base'                      =>  'ou=People,...',
      #
      # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
      # YOU **MUST** SPECIFY A filter AND A d_filter!!
      #
      # The filter to use to match RT-Users
      'filter'                    => 
'(|(siczbService=all)(siczbService=tasks))',
      # A catch-all example filter: '(objectClass=*)'
      #
      # The filter that will only match disabled users
      'd_filter'                  =>  '(siczbService=none)',
      # A catch-none example d_filter: '(objectClass=FooBarBaz)'
      #
      # Should we try to use TLS to encrypt connections?
      'tls'                       =>  0,
      # What other args should I pass to Net::LDAP->new($host, at args)?
      'net_ldap_args'             => [    version =>  3   ],

      ## RT ATTRIBUTE MATCHING SECTION
      # The list of RT attributes that uniquely identify a user
                            # This example shows what you *can*
specify.. I recommend reducing this
      # to just the Name and EmailAddress to save encountering problems
later.
      'attr_match_list'           => [    'Name'
                                      ],
      # The mapping of RT attributes on to LDAP attributes
      'attr_map'                  =>  {   'ExternalAuthId' => 'uid',
                                                        'Name' => 'uid',
                                          'EmailAddress' => 'mail',
                                          'Organization' => 'o',
                                          'RealName' => 'displayName',
                                          'WorkPhone' => 'telephoneNumber',
                                          'Address1' => 'street',
                                          'City' => 'l',
                                          'State' => 'st',
                                          'Zip' => 'postalCode',
                                          'Country' => 'c',
                                                        'Password' =>
'userPassword'
                                      }
          }
   }
);

=head1 Logging Configuration

The default is to log anything except debugging
information to syslog.  Check the L<Log::Dispatch> POD for
information about how to get things by syslog, mail or anything
else, get debugging info in the log, etc.

It might generally make sense to send error and higher by email to
some administrator.  If you do this, be careful that this email
isn't sent to this RT instance.  Mail loops will generate a critical
log message.

=over 4

=item C<$LogToSyslog>, C<$LogToScreen>

The minimum level error that will be logged to the specific device.
>From lowest to highest priority, the levels are:
 debug info notice warning error critical alert emergency

=cut

Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'critical');

=item C<$LogToFile>, C<$LogDir>, C<$LogToFileNamed>

Logging to a standalone file is also possible, but note that the
file should needs to both exist and be writable by all direct users
of the RT API.  This generally include the web server, whoever
rt-crontool runs as.  Note that as rt-mailgate and the RT CLI go
through the webserver, so their users do not need to have write
permissions to this file. If you expect to have multiple users of
the direct API, Best Practical recommends using syslog instead of
direct file logging.

=cut

Set($LogToFile      , "1");
Set($LogDir, '//var/www/myhost/rt-3.8.2/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

=item C<$LogStackTraces>

If set to a log level then logging will include stack
traces for messages with level equal to or greater than
specified.

=cut

Set($LogStackTraces, 'debug');

=item C<@LogToSyslogConf>

On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
override any other options RT passes to L<Log::Dispatch::Syslog>.
Other interesting flags include facility and logopt.  (See the
L<Log::Dispatch::Syslog> documentation for more information.)  (Maybe
ident too, if you have multiple RT installations.)

=cut

Set(@LogToSyslogConf, ());

=item C<$StatementLog>,

RT has rudimentary SQL statement logging support if you have
DBIx-SearchBuilder 1.31_1 or higher; simply set C<$StatementLog> to be
the level that you wish SQL statements to be logged at.

=cut

Set($StatementLog, undef);

=back
Set($DevelMode, "1");

1;
--->8---

What did I do wrong?

cheers

marcus

-- 
Less Rain GmbH
Linienstr. 154A
10115 Berlin
Germany

T +49 30 2809 5020
F +49 30 2809 5023

www.lessrain.de
blog.lessrain.com


Latest projects:
www.redbull.com/flightlab
www.stofanel.com
www.redbull.com/#page=MediaSectionPage
www.uliheckmann.de
www.haunchofvenison.com



From gavin.henry at gmail.com  Mon Jan 19 13:40:48 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Mon, 19 Jan 2009 18:40:48 +0000
Subject: [rt-users] Anyone updated for 3.8.2 -
	http://wiki.bestpractical.com/view/PasswordReminder
In-Reply-To: <680724.83842.qm@web52508.mail.re2.yahoo.com>
References: <13ca621c0901171325p6baa74a4xf1f14ab332bf08fa@mail.gmail.com>
	<680724.83842.qm@web52508.mail.re2.yahoo.com>
Message-ID: <13ca621c0901191040x51cbf4cfxb1ebfa4dd7f6b78b@mail.gmail.com>

I meant the link in the subject ;-)

On 17/01/2009, kem cho <kemcho12345 at yahoo.com> wrote:
> I experimented upgrading from 3.8.1, it went without a hitch. Just followed
> README file.
> I was working on Fedora 9, PERL 5.10, mysql 5.0
>
> Good luck.
>
> --- On Sat, 1/17/09, Gavin Henry <gavin.henry at gmail.com> wrote:
>
> From: Gavin Henry <gavin.henry at gmail.com>
> Subject: [rt-users] Anyone updated for 3.8.2 -
> http://wiki.bestpractical.com/view/PasswordReminder
> To: rt-users at lists.bestpractical.com
> Date: Saturday, January 17, 2009, 3:25 PM
>
> Just wondering how easy?
>
> Thanks.
>
> --
> http://www.suretecsystems.com/services/openldap/
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
>

-- 
Sent from my mobile device

http://www.suretecsystems.com/services/openldap/


From ktm at rice.edu  Mon Jan 19 13:54:32 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 19 Jan 2009 12:54:32 -0600
Subject: [rt-users] Database size management
In-Reply-To: <4974BC02.8090201@utilyx.com>
References: <4974BC02.8090201@utilyx.com>
Message-ID: <20090119185432.GA26621@it.is.rice.edu>

Calvin,

We keep everything. Even at 25MB/week, that is only 1.3GB/year
which means a standard 146GB drive will last a bit over a century.
That is a bit tongue-in-cheek, but really this data volume is
easily managed by small laptops and PDAs. You can use the shredder
function to delete tickets after a certain period to free up space.
We have zeroed out some large attachments that people attached to
a ticket (100+MB) otherwise we just let it be. Bringing them back
online is not particularly easy since the entire app was built with
historical accuracy and permanence in mind.

Cheers,
Ken

On Mon, Jan 19, 2009 at 05:44:34PM +0000, Calvin Chiang wrote:
> Hi All,
> 
> I've got a RT 3.6 install. Approx 20 users, and a database size of about 
> 500MB.
> It looks like i'm adding 25MB of data per week.. so it's growing quite a 
> bit faster than i'd like.
> 
> Any recommendations for data that i should look at stripping out of the 
> database? or do people archive their databases? if you do is it pretty 
> easy to bring them back online again if need be?
> 
> 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 
> ______________________________________________________________________
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Stephane.Niles at gnb.ca  Mon Jan 19 15:19:18 2009
From: Stephane.Niles at gnb.ca (=?iso-8859-1?Q?Niles=2C_St=E9phane_=28DSS=5CMAS=29?=)
Date: Mon, 19 Jan 2009 16:19:18 -0400
Subject: [rt-users] Displaying a "note" (ie. instructions or details)
	somewhere on a ticket screen
Message-ID: <4A2D9716F9D29A4E9ABE6C0F19147F1102A7FC07@GNBEX01.gnb.ca>

Hi,

 

I am looking for a way to display a "note" (ie. some instructions, description or details for the users) somewhere on the self-service ticket screen. This text would be different for each queue. Any ideas/suggestions on how to implement this?

 

Thank you!

 

 

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From george.beitis at googlemail.com  Tue Jan 20 02:50:51 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Tue, 20 Jan 2009 09:50:51 +0200
Subject: [rt-users] RT API
Message-ID: <9be19c1c0901192350i1d677dd2g7f2aa93a9ea68115@mail.gmail.com>

Hey everyone, looking for a PERL API to query the RT db, specificly to
search for a user see if he is there and if not add him.

Can anyone give me some recommendations and possibly an example?  is
RT::Client::REST::User what i should be looking at? using search does not
seem to work

Thanks
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From sara at edhouse.cz  Tue Jan 20 06:00:50 2009
From: sara at edhouse.cz (=?ISO-8859-2?Q?Tom=E1=B9_S=E1ra?=)
Date: Tue, 20 Jan 2009 12:00:50 +0100
Subject: [rt-users] Disabling and not showing fields
Message-ID: <4975AEE2.8050105@edhouse.cz>

Hi everybody,
does anybody have an idea how to make some fields not editable when 
creating a ticket? I need to make noneditable some custom fields and 
even some fields which are not custom. The other thing I would like to 
do is to not show some fields which are not custom fields (e.g."Cc" or 
"admin Cc"). Anybody knows how to do it?

Thanks in advance fo r any reactions,
Tom.



From kristian.davies at gmail.com  Tue Jan 20 06:19:55 2009
From: kristian.davies at gmail.com (Kristian Davies)
Date: Tue, 20 Jan 2009 11:19:55 +0000
Subject: [rt-users] PG to MySQL Duplicate key
Message-ID: <ace083ea0901200319w695adde5y42bea4f728131429@mail.gmail.com>

Whilst converting my 2.6GB postgres RT database 3.6.5 to mysql i get
the following error.

[root at bogan rt-3.6.5]# mysql -u root -p rt3 --ignore < /tmp/rt.sql6
Enter password:
ERROR 1062 (23000) at line 34107989: Duplicate entry '242710-28171' for key 2

(line 34107989) INSERT INTO GroupMembers (id, groupid, memberid)
VALUES (199352, 242710, 28171);



Any ideas?



Cheers,
Kristian

mysql  Ver 14.12 Distrib 5.0.66a, for redhat-linux-gnu (x86_64) using
readline 5.1

Further grep of the previous line too:
INSERT INTO groupmembers (id, groupid, memberid) VALUES (199351, 242710, 28171);
INSERT INTO groupmembers (id, groupid, memberid) VALUES (199352, 242710, 28171);

mysql> desc GroupMembers;
+----------+---------+------+-----+---------+----------------+
| Field    | Type    | Null | Key | Default | Extra          |
+----------+---------+------+-----+---------+----------------+
| id       | int(11) | NO   | PRI | NULL    | auto_increment |
| GroupId  | int(11) | NO   | MUL | 0       |                |
| MemberId | int(11) | NO   |     | 0       |                |
+----------+---------+------+-----+---------+----------------+


>From prostgres

rt3=# select * from groupmembers where groupid='242710';
   id   | groupid | memberid
--------+---------+----------
 199351 |  242710 |    28171
 199352 |  242710 |    28171
(2 rows)

rt3=# \d groupmembers
                          Table "public.groupmembers"
  Column  |  Type   |                         Modifiers
----------+---------+-----------------------------------------------------------
 id       | integer | not null default nextval('groupmembers_id_seq'::regclass)
 groupid  | integer | not null default 0
 memberid | integer | not null default 0
Indexes:
    "groupmembers_pkey" PRIMARY KEY, btree (id)


From alf at stockton.co.za  Tue Jan 20 06:32:27 2009
From: alf at stockton.co.za (straygrey)
Date: Tue, 20 Jan 2009 03:32:27 -0800 (PST)
Subject: [rt-users]  Script failing to access file, permissions?
Message-ID: <21560140.post@talk.nabble.com>


I am attempting to get Request Tracker to use a PostgreSQL database and need
to run,as root, a script :-
/usr/sbin/rt-setup-database-3.6 ?action init ?dba rtuser
?prompt-for-dba-password

this fails with

RT couldn't load RT config file /etc/request-tracker3.6/RT_SiteConfig.pm as:
    user: root
    group: root

The file is owned by user root and group root.

This usually means that the user/group your webserver is running
as cannot read the file.  Be careful not to make the permissions
on this file too liberal, because it contains database passwords.
You may need to put the webserver user in the appropriate group
(root) or change permissions be able to run succesfully.

but the file has the following attributes:-
root at general:~# ls -al /etc/request-tracker3.6/RT_SiteConfig.pm
-rw-r--r-- 1 root root 886 2009-01-20 06:45
/etc/request-tracker3.6/RT_SiteConfig.pm

Please tell me what I am missing.

-- 
View this message in context: http://www.nabble.com/Script-failing-to-access-file%2C-permissions--tp21560140p21560140.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From george.beitis at googlemail.com  Tue Jan 20 06:31:31 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Tue, 20 Jan 2009 13:31:31 +0200
Subject: [rt-users] Fwd: RT API
In-Reply-To: <9be19c1c0901192350i1d677dd2g7f2aa93a9ea68115@mail.gmail.com>
References: <9be19c1c0901192350i1d677dd2g7f2aa93a9ea68115@mail.gmail.com>
Message-ID: <9be19c1c0901200331t4e70c36fv82d5fad8ea870328@mail.gmail.com>

Following my last emails it appears that the search capability was not
implemented in REST, so it seems that the only way of adding a user is
without knowing if they are there or not, if the user is there an msg is
returned.  The other issue here is that there doesnt seem to be a way of
adding custom fields of users in the request

Any ideas on how to do this?

---------- Forwarded message ----------
From: George Beitis <george.beitis at googlemail.com>
Date: Tue, Jan 20, 2009 at 9:50 AM
Subject: RT API
To: rt-users <rt-users at lists.bestpractical.com>


Hey everyone, looking for a PERL API to query the RT db, specificly to
search for a user see if he is there and if not add him.

Can anyone give me some recommendations and possibly an example?  is
RT::Client::REST::User what i should be looking at? using search does not
seem to work

Thanks
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From qawsedr1234 at hotmail.co.uk  Tue Jan 20 06:39:33 2009
From: qawsedr1234 at hotmail.co.uk (elton Sheffield)
Date: Tue, 20 Jan 2009 11:39:33 +0000
Subject: [rt-users] HTTP Sessions Logging Off Automatically
Message-ID: <BAY127-W55A4196D08E56CB06C0748F1D00@phx.gbl>


Dear All

Complete novice running RT 3.6.6/RTIR on RHEL 5 with httpd-2.2.3, mod_perl 2.0.2 and mysql-5.0.45

I've just installed RT for the first time I have the problem that RT logs me off when I click on any link.  I have seen another thread relating to this, but frankly I didn't understand it.  

Thus far I've looked at the /etc/rt3/RT_Config.pl to see if I could make any sense of it but I lack the experience to make enough sense of it.

       

_________________________________________________________________
Choose the perfect PC or mobile phone for you
http://clk.atdmt.com/UKM/go/130777504/direct/01/
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From mike.peachey at jennic.com  Tue Jan 20 06:48:01 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 20 Jan 2009 11:48:01 +0000
Subject: [rt-users] FCKeditor Default
Message-ID: <4975B9F1.4010500@jennic.com>

Anyone know if FCKeditor can be made to run with an expanded control bar
by default?
-- 
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 paul.broadwith at blueivy.co.uk  Tue Jan 20 07:17:28 2009
From: paul.broadwith at blueivy.co.uk (Paul Broadwith)
Date: Tue, 20 Jan 2009 12:17:28 -0000
Subject: [rt-users] Ticket Reply - Move Signature to top - which fikle to
	edit
In-Reply-To: <4975B9F1.4010500@jennic.com>
References: <4975B9F1.4010500@jennic.com>
Message-ID: <FCE6DC3C43E9B6418C4D7243C2D7C1AB1FAB1E@bludcshig001.BlueIvy.local>

Hi,

Before I upgraded RT to 3.8.2 I had amended the ticket reply Perl file
(the file that formats the text in the reply box when you reply to a
message in a ticket). Now that I have upgraded this file has been
replaced and the signature when I reply to a message now appears at the
bottom of the reply box.

To save my frustration, can somebody please tell me which file I need to
amend to move the signature to the top of this box?

Kind regards,

Paul Broadwith (MBCS)
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2009

Tel.: 01955 698203
Windows Messenger: paul.broadwith at blueivy.co.uk
Web: http://www.blueivy.co.uk


--------------------------------------------------------------------------------
 
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From george.beitis at googlemail.com  Tue Jan 20 08:54:55 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Tue, 20 Jan 2009 15:54:55 +0200
Subject: [rt-users] RT API
In-Reply-To: <9be19c1c0901200331t4e70c36fv82d5fad8ea870328@mail.gmail.com>
References: <9be19c1c0901192350i1d677dd2g7f2aa93a9ea68115@mail.gmail.com>
	<9be19c1c0901200331t4e70c36fv82d5fad8ea870328@mail.gmail.com>
Message-ID: <9be19c1c0901200554kc35c16fm84877306812c59b1@mail.gmail.com>

A further comment, custom fields for tickets can be added according to the
documentation here:
http://search.cpan.org/~dmitri/RT-Client-REST/lib/RT/Client/REST/Ticket.pm#CUSTOM_FIELDS

this appears to be inherited from the REST::OBJECT which means REST::USER
should be able to inherit it also, but this does not appear to be the case,
am i wrong in what i am thinking of here?

On Tue, Jan 20, 2009 at 1:31 PM, George Beitis <george.beitis at googlemail.com
> wrote:

> Following my last emails it appears that the search capability was not
> implemented in REST, so it seems that the only way of adding a user is
> without knowing if they are there or not, if the user is there an msg is
> returned.  The other issue here is that there doesnt seem to be a way of
> adding custom fields of users in the request
>
> Any ideas on how to do this?
>
>
> ---------- Forwarded message ----------
> From: George Beitis <george.beitis at googlemail.com>
> Date: Tue, Jan 20, 2009 at 9:50 AM
> Subject: RT API
> To: rt-users <rt-users at lists.bestpractical.com>
>
>
> Hey everyone, looking for a PERL API to query the RT db, specificly to
> search for a user see if he is there and if not add him.
>
> Can anyone give me some recommendations and possibly an example?  is
> RT::Client::REST::User what i should be looking at? using search does not
> seem to work
>
> Thanks
>
>
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From sara at edhouse.cz  Tue Jan 20 10:16:49 2009
From: sara at edhouse.cz (=?windows-1252?Q?Tom=E1=9A_S=E1ra?=)
Date: Tue, 20 Jan 2009 16:16:49 +0100
Subject: [rt-users] Disabling and not showing fields
In-Reply-To: <4975AEE2.8050105@edhouse.cz>
References: <4975AEE2.8050105@edhouse.cz>
Message-ID: <4975EAE1.4030602@edhouse.cz>

Finally I figure one part of my question out. To not show fields which 
are not custom fields you have to:
  1. copy rt3/share/html/Ticket/Create.html into 
rt3/local/html/Ticket/Create.html
  2. edit the new file and remove what you don't want to display on 
create time
    e.g. I deleted this:
<tr>
<td class="label">
<&|/l&>Admin Cc</&>
</td>
<td class="value colspan="3"><& /Elements/EmailInput, Name => 'AdminCc', 
Size => '40', Default => $ARGS(AdminCc) &></td>
<td class="comment" colspan="2"><i><font size="-2">
<&|/l&>(Sends a carbon-copy of this update to comma-delivered list of 
administrative email addresses. These people <strong>will</strong> 
receive future update.)</&></font></i>
</td>
</tr>

Anybody has an idea how to disable, make noneditable some fields. I 
think making not custom fields non-editable is possible to do by editing 
the same file I edited for hiding the field. But how to make Custom 
field non-editable?

Tahnks for your comments,
Tom.

Tom?? S?ra napsal(a):
> Hi everybody,
> does anybody have an idea how to make some fields not editable when 
> creating a ticket? I need to make noneditable some custom fields and 
> even some fields which are not custom. The other thing I would like to 
> do is to not show some fields which are not custom fields (e.g."Cc" or 
> "admin Cc"). Anybody knows how to do it?
>
> Thanks in advance fo r any reactions,
> Tom.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 timothy-flynn at uiowa.edu  Tue Jan 20 11:24:24 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Tue, 20 Jan 2009 10:24:24 -0600
Subject: [rt-users] Can't call method "Content" on an undefined value
	at/usr/local/rt3/share/html/Admin/Global/MyRT.html line 97, line 225
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE01DAC71C@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE01DAC71C@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <9E05C2058E89444585E4A672C4F68EFE01DE8C6D@HC-MAIL13.healthcare.uiowa.edu>



When I look at the piece of code in question it mentions a default
portlet.  Is this saying that I don't have a default portlet and if so
how do I create one?


 86 my @panes = $m->comp(
 87     '/Admin/Elements/ConfigureMyRT',
 88     panes  => ['body', 'summary'],
 89     Action => 'MyRT.html',
 90     items => \@items,
 91     current_portlets => $default_portlets->Content,
 92     OnSave => sub {
 93         my ( $conf, $pane ) = @_;
 94         $default_portlets->SetContent( $conf );
 95         push @actions, loc( 'Global portlet [_1] saved.', $pane );
 96     }
 97 );


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Wednesday, January 14, 2009 4:29 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Can't call method "Content" on an undefined value
at/usr/local/rt3/share/html/Admin/Global/MyRT.html line 97, line 225

Hi I am upgrading to RT 3.8.2 on a Red Hat 5 Enterprise system.  I am
also getting the error message


Can't call method "Content" on an undefined value at
/usr/local/rt3/share/html/Admin/Global/MyRT.html line 97,  line 225


I have Postgres so the MySQL recommendations I have read about don't
apply.

I am at the following versions:

DBD::Pg v2.11.6;
DBI v1.607;
DBIx::SearchBuilder v1.54;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;

I was upgrading from RT 3.4.5.  I did a clean install as recommended but
I didn't see any sql scripts to run for the 3.4.5 => 3.8.2 update.

What other things can I check?  I have turned on debugging and fixed the
error messages for GraphViz. 


Thanks!
-Tim



Notice: This UI Health Care e-mail (including attachments) is covered by
the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is
confidential and may be legally privileged.  If you are not the intended
recipient, you are hereby notified that any retention, dissemination,
distribution, or copying of this communication is strictly prohibited.
Please reply to the sender that you have received the message in error,
then delete it.  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 niranjan at altair.com  Tue Jan 20 11:18:04 2009
From: niranjan at altair.com (Niranjan Patel)
Date: Tue, 20 Jan 2009 11:18:04 -0500
Subject: [rt-users] Unsubscribe
Message-ID: <91FBE7AEE91B454282AE05FE79413A4A15A66AC4@trexch.prog.altair.com>

 

 

Niranjan Patel

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From jesse at bestpractical.com  Tue Jan 20 11:47:23 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Jan 2009 11:47:23 -0500
Subject: [rt-users] Script failing to access file, permissions?
In-Reply-To: <21560140.post@talk.nabble.com>
References: <21560140.post@talk.nabble.com>
Message-ID: <20090120164723.GI27414@bestpractical.com>




On Tue, Jan 20, 2009 at 03:32:27AM -0800, straygrey wrote:
> 
> I am attempting to get Request Tracker to use a PostgreSQL database and need
> to run,as root, a script :-
> /usr/sbin/rt-setup-database-3.6 ?action init ?dba rtuser
> ?prompt-for-dba-password
> 
> this fails with
> 
> RT couldn't load RT config file /etc/request-tracker3.6/RT_SiteConfig.pm as:
>     user: root
>     group: root
> 
> The file is owned by user root and group root.
> 
> This usually means that the user/group your webserver is running

Usually, but not always. I'd check for typos (using the invocation
mentioned in RT_SiteConfig.pm)

Best,

Jesse
> as cannot read the file.  Be careful not to make the permissions
> on this file too liberal, because it contains database passwords.
> You may need to put the webserver user in the appropriate group
> (root) or change permissions be able to run succesfully.
> 
> but the file has the following attributes:-
> root at general:~# ls -al /etc/request-tracker3.6/RT_SiteConfig.pm
> -rw-r--r-- 1 root root 886 2009-01-20 06:45
> /etc/request-tracker3.6/RT_SiteConfig.pm
> 
> Please tell me what I am missing.
> 
> -- 
> View this message in context: http://www.nabble.com/Script-failing-to-access-file%2C-permissions--tp21560140p21560140.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-- 


From c_apotla at qualcomm.com  Tue Jan 20 11:57:17 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Tue, 20 Jan 2009 08:57:17 -0800
Subject: [rt-users] Using RT with non-English (foreign characters) Emails
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>

Hello Everyone,

Has anybody here used RT with non-English Emails? I am trying to set up a queue for incoming Chinese Emails as requests.

But all I see in the content of the mail sent to AdminCCs by RT is '?' marks.

-Ashish

From jesse at bestpractical.com  Tue Jan 20 12:11:25 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Jan 2009 12:11:25 -0500
Subject: [rt-users] Using RT with non-English (foreign characters) Emails
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>
Message-ID: <20090120171125.GL27414@bestpractical.com>




On Tue, Jan 20, 2009 at 08:57:17AM -0800, Potla, Ashish Bassaliel wrote:
> Hello Everyone,
> 
> Has anybody here used RT with non-English Emails? I am trying to set up a queue for incoming Chinese Emails as requests.
> 
> But all I see in the content of the mail sent to AdminCCs by RT is '?' marks.

RT has been unicode-aware and unicode-safe since RT 3.0. (Chinese was
the first non-latin language we tested with, too.)



> 
> -Ashish
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 timothy-flynn at uiowa.edu  Tue Jan 20 12:17:33 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Tue, 20 Jan 2009 11:17:33 -0600
Subject: [rt-users] Can't call method "Content" on an undefined
	valueat/usr/local/rt3/share/html/Admin/Global/MyRT.html line
	97, line 225
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE01DE8C6D@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE01DAC71C@HC-MAIL13.healthcare.uiowa.edu>
	<9E05C2058E89444585E4A672C4F68EFE01DE8C6D@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <9E05C2058E89444585E4A672C4F68EFE01DE8D19@HC-MAIL13.healthcare.uiowa.edu>

Sorry I have fixed my issue.  If I would have read the whole README file
I would have seen the upgrade db command.

-Tim


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Tuesday, January 20, 2009 10:24 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Can't call method "Content" on an undefined
valueat/usr/local/rt3/share/html/Admin/Global/MyRT.html line 97, line
225



When I look at the piece of code in question it mentions a default
portlet.  Is this saying that I don't have a default portlet and if so
how do I create one?


 86 my @panes = $m->comp(
 87     '/Admin/Elements/ConfigureMyRT',
 88     panes  => ['body', 'summary'],
 89     Action => 'MyRT.html',
 90     items => \@items,
 91     current_portlets => $default_portlets->Content,
 92     OnSave => sub {
 93         my ( $conf, $pane ) = @_;
 94         $default_portlets->SetContent( $conf );
 95         push @actions, loc( 'Global portlet [_1] saved.', $pane );
 96     }
 97 );


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Wednesday, January 14, 2009 4:29 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Can't call method "Content" on an undefined value
at/usr/local/rt3/share/html/Admin/Global/MyRT.html line 97, line 225

Hi I am upgrading to RT 3.8.2 on a Red Hat 5 Enterprise system.  I am
also getting the error message


Can't call method "Content" on an undefined value at
/usr/local/rt3/share/html/Admin/Global/MyRT.html line 97,  line 225


I have Postgres so the MySQL recommendations I have read about don't
apply.

I am at the following versions:

DBD::Pg v2.11.6;
DBI v1.607;
DBIx::SearchBuilder v1.54;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;

I was upgrading from RT 3.4.5.  I did a clean install as recommended but
I didn't see any sql scripts to run for the 3.4.5 => 3.8.2 update.

What other things can I check?  I have turned on debugging and fixed the
error messages for GraphViz. 


Thanks!
-Tim



Notice: This UI Health Care e-mail (including attachments) is covered by
the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is
confidential and may be legally privileged.  If you are not the intended
recipient, you are hereby notified that any retention, dissemination,
distribution, or copying of this communication is strictly prohibited.
Please reply to the sender that you have received the message in error,
then delete it.  Thank you.


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From jesse at bestpractical.com  Tue Jan 20 12:21:00 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Jan 2009 12:21:00 -0500
Subject: [rt-users] HTTP Sessions Logging Off Automatically
In-Reply-To: <BAY127-W55A4196D08E56CB06C0748F1D00@phx.gbl>
References: <BAY127-W55A4196D08E56CB06C0748F1D00@phx.gbl>
Message-ID: <20090120172100.GO27414@bestpractical.com>




On Tue, Jan 20, 2009 at 11:39:33AM +0000, elton Sheffield wrote:
> 
> Dear All
> 
> Complete novice running RT 3.6.6/RTIR on RHEL 5 with httpd-2.2.3, mod_perl 2.0.2 and mysql-5.0.45
> 
> I've just installed RT for the first time I have the problem that RT logs me off when I click on any link.  I have seen another thread relating to this, but frankly I didn't understand it.  

If you're just installing RT, you don't want 3.6.6. You want 3.8.2.
(It's also worth noting that there was never a production release of
RTIR targeting RT 3.6.  RTIR 2.4 is what you want. And it only runs on
RT  3.8).

Start there and see if you still have the issue you're running into.

Best,
Jesse


> Thus far I've looked at the /etc/rt3/RT_Config.pl to see if I could make any sense of it but I lack the experience to make enough sense of it.
> 
>        
> 
> _________________________________________________________________
> Choose the perfect PC or mobile phone for you
> http://clk.atdmt.com/UKM/go/130777504/direct/01/
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 joseph85750 at yahoo.com  Tue Jan 20 13:07:50 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 20 Jan 2009 10:07:50 -0800 (PST)
Subject: [rt-users] cleaning the slate on RT3
In-Reply-To: <op.unwspy125pzi6r@mockingbird>
Message-ID: <506875.16990.qm@web30302.mail.mud.yahoo.com>

Is there a way to blast the rt3 mysql database such that it will be just like a fresh new unpopulated rt3?

I know I could dropdb, but that would blow away all the table structure, etc.

Thanks!



      


From jmoseley at corp.xanadoo.com  Tue Jan 20 13:14:50 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Tue, 20 Jan 2009 12:14:50 -0600
Subject: [rt-users] cleaning the slate on RT3
In-Reply-To: <506875.16990.qm@web30302.mail.mud.yahoo.com>
Message-ID: <OF0771DB36.F07E9A8D-ON86257544.006423FF-86257544.00643BFD@corp.xanadoo.com>

Why not just drop the database and then readd it using the
rt-setup-database script?


James Moseley




                                                                           
             Joseph Spenner                                                
             <joseph85750 at yaho                                             
             o.com>                                                     To 
             Sent by:                  RT-Users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] cleaning the slate on    
                                       RT3                                 
             01/20/2009 12:07                                              
             PM                                                            
                                                                           
                                                                           
                                                                           
                                                                           




Is there a way to blast the rt3 mysql database such that it will be just
like a fresh new unpopulated rt3?

I know I could dropdb, but that would blow away all the table structure,
etc.

Thanks!







From joseph85750 at yahoo.com  Tue Jan 20 13:32:09 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 20 Jan 2009 10:32:09 -0800 (PST)
Subject: [rt-users] cleaning the slate on RT3
In-Reply-To: <OF0771DB36.F07E9A8D-ON86257544.006423FF-86257544.00643BFD@corp.xanadoo.com>
Message-ID: <456839.30616.qm@web30304.mail.mud.yahoo.com>


--- On Tue, 1/20/09, jmoseley at corp.xanadoo.com <jmoseley at corp.xanadoo.com> wrote:

>> 
>> 
>> Is there a way to blast the rt3 mysql database such that it
>> will be just
>> like a fresh new unpopulated rt3?

> Why not just drop the database and then readd it using the
> rt-setup-database script?
> 
> 
> James Moseley
                                              
Is it that easy?  I suspected such a script might exist.
In that directory (/opt/rt3/sbin) I also see some other scripts:

rt-clean-sessions
rt-dump-database
rt-email-dashboards
rt-email-digest
rt-email-group-admin
rt-server
rt-setup-database
rt-shredder
rt-test-dependencies

Is there a document somewhere describing what each of these do, and the syntax for usage?

Thanks!




      


From jmoseley at corp.xanadoo.com  Tue Jan 20 13:37:03 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Tue, 20 Jan 2009 12:37:03 -0600
Subject: [rt-users] cleaning the slate on RT3
In-Reply-To: <456839.30616.qm@web30304.mail.mud.yahoo.com>
Message-ID: <OFEE039C6D.68BF49C5-ON86257544.00661FC8-86257544.006644A6@corp.xanadoo.com>

Read the README/upgrade docs.  The rt-setup-database does exactly that,
setup the database - it can also upgrade the database as well.

You can always look at the scripts themselves to see what they do.


James Moseley




                                                                           
             Joseph Spenner                                                
             <joseph85750 at yaho                                             
             o.com>                                                     To 
             Sent by:                  RT-Users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       Re: [rt-users] cleaning the slate   
                                       on RT3                              
             01/20/2009 12:32                                              
             PM                                                            
                                                                           
                                                                           
                                                                           
                                                                           



Is it that easy?  I suspected such a script might exist.
In that directory (/opt/rt3/sbin) I also see some other scripts:

rt-clean-sessions
rt-dump-database
rt-email-dashboards
rt-email-digest
rt-email-group-admin
rt-server
rt-setup-database
rt-shredder
rt-test-dependencies

Is there a document somewhere describing what each of these do, and the
syntax for usage?

Thanks!





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From elacour at easter-eggs.com  Tue Jan 20 14:01:09 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 20 Jan 2009 20:01:09 +0100
Subject: [rt-users] Using RT with non-English (foreign characters)	Emails
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>
Message-ID: <20090120190108.GF31057@easter-eggs.com>

On Tue, Jan 20, 2009 at 08:57:17AM -0800, Potla, Ashish Bassaliel wrote:
> Hello Everyone,
> 
> Has anybody here used RT with non-English Emails? I am trying to set up a queue for incoming Chinese Emails as requests.
> 
> But all I see in the content of the mail sent to AdminCCs by RT is '?' marks.
> 

It should work. What database are you using? What is the character set
of your DB?

Can you see chinese chars on web RT interface?

What is the content of sent emails if you look at the web UI?

Does your client has utf-8 support with fonts that includes utf-8
chinese chars?


From smccreadie at CanyonPartners.com  Tue Jan 20 14:08:26 2009
From: smccreadie at CanyonPartners.com (Sean McCreadie)
Date: Tue, 20 Jan 2009 11:08:26 -0800
Subject: [rt-users] Trouble with Relationship Graphs in RT 3.8.2 on Centos 5
Message-ID: <6A8A671AFE630144BC8AE1D84E6700B80195D9D8@SR-ES-EMAIL01.canyonpartners.local>

Hello,

 

I have installed RT 3.8.2 on a fresh Centos 5 box for testing.
Everything is looking great so far but Ive ran into the issue with the
ticket relationship charts again.  I have had trouble with this months
ago when I set up a 3.8.1 box and was never able to resolve.  I
installed graphviz (both from source and from yum) and webdot, but when
I click on the graph link and check a few boxes, I only get a
rudimentary B&W chart, no colors (even though I selected it from the
dropdown).  Does anyone have any idea what may be the issue?  When I
look in /var/log/messages, I get these errors:

 

RT: Couldn't find property handler for 'CF' and 'Type of Request' 
subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) 



RT: Couldn't find property handler for 'ReferredToBy' and '' subkeys 
(/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) 



RT: Couldn't find property handler for 'RefersTo' and '' subkeys 
(/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207)

 

 

Here is a link to my first question on this back in November, I have
tried everything suggested in the responses.  Thanks in advance, this
list has been invaluable.

 

http://www.gossamer-threads.com/lists/rt/users/80009?search_string=relat
ionship%20charts;#80009
<http://www.gossamer-threads.com/lists/rt/users/80009?search_string=rela
tionship%20charts;%2380009> 

 

 

Sean McCreadie

 

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From c_apotla at qualcomm.com  Tue Jan 20 14:22:21 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Tue, 20 Jan 2009 11:22:21 -0800
Subject: [rt-users] Using RT with non-English (foreign characters)	Emails
In-Reply-To: <20090120190108.GF31057@easter-eggs.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>,
	<20090120190108.GF31057@easter-eggs.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB4@NASANEXMB01.na.qualcomm.com>

Hi Emmanuel,
->What database are you using? What is the character set of your DB?
I am using Oracle Database .

My NLS_DATABASE_PARAMETERS are 

NLS_LANGUAGE                   AMERICAN                                 
NLS_TERRITORY                  AMERICA                                  
NLS_CURRENCY                   $                                        
NLS_ISO_CURRENCY               AMERICA                                  
NLS_NUMERIC_CHARACTERS         .,                                       
NLS_CHARACTERSET               AL32UTF8                                 
NLS_CALENDAR                   GREGORIAN                                
NLS_DATE_FORMAT                DD-MON-RR                                
NLS_DATE_LANGUAGE              AMERICAN                                 
NLS_SORT                       BINARY                                   
NLS_TIME_FORMAT                HH.MI.SSXFF AM                           
NLS_TIMESTAMP_FORMAT           DD-MON-RR HH.MI.SSXFF AM                 
NLS_TIME_TZ_FORMAT             HH.MI.SSXFF AM TZR                       
NLS_TIMESTAMP_TZ_FORMAT        DD-MON-RR HH.MI.SSXFF AM TZR             
NLS_DUAL_CURRENCY              $                                        
NLS_COMP                       BINARY                                   
NLS_LENGTH_SEMANTICS           BYTE                                     
NLS_NCHAR_CONV_EXCP            FALSE                                    
NLS_NCHAR_CHARACTERSET         AL16UTF16                                
NLS_RDBMS_VERSION              10.2.0.3.0  

->Can you see chinese chars on web RT interface?
NO

->What is the content of sent emails if you look at the web UI?
I see question marks where I expect to see the foreign characters.

->Does your client has utf-8 support with fonts that includes utf-8 chinese chars?
I am using Oracle 10_2 client, and I have no idea how to check this. Can you point me in the right direction?

I have RT running on a solaris box and the RT DB is on a different server.

Thanks in advance,
Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour [elacour at easter-eggs.com]
Sent: Wednesday, January 21, 2009 12:31 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Using RT with non-English (foreign characters)  Emails

On Tue, Jan 20, 2009 at 08:57:17AM -0800, Potla, Ashish Bassaliel wrote:
> Hello Everyone,
>
> Has anybody here used RT with non-English Emails? I am trying to set up a queue for incoming Chinese Emails as requests.
>
> But all I see in the content of the mail sent to AdminCCs by RT is '?' marks.
>

It should work. What database are you using? What is the character set
of your DB?

Can you see chinese chars on web RT interface?

What is the content of sent emails if you look at the web UI?

Does your client has utf-8 support with fonts that includes utf-8
chinese chars?
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: 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 jarends at illinois.edu  Tue Jan 20 14:41:51 2009
From: jarends at illinois.edu (John Arends)
Date: Tue, 20 Jan 2009 13:41:51 -0600
Subject: [rt-users] Template replies
Message-ID: <497628FF.6030901@illinois.edu>

Does anyone have anything set up where you have template replies for 
common situations such as account creation?

A ticket might come in with a request that an account created. A tech 
takes the ticket, creates the account, and sends a reply. Right now they 
just keep the automated reply in a text file on their desktop and copy 
and paste.



From c_apotla at qualcomm.com  Tue Jan 20 14:52:56 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Tue, 20 Jan 2009 11:52:56 -0800
Subject: [rt-users] Using RT with non-English (foreign characters)	Emails
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB4@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>,
	<20090120190108.GF31057@easter-eggs.com>,
	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB4@NASANEXMB01.na.qualcomm.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB8@NASANEXMB01.na.qualcomm.com>

Hi, Just want to add some more observations:
The prior case (where ? marks show up ) is when I send plain text email.

If I send a HTML Email with the same content, 
In Web UI:
The foreign characters in the Subject line are replaced by ? marks
The foreign characters in the body of the email are replaced by junk values. No matter what I try to set the 'encoding type' on my FF, I cant display the correct foreign characters in the body text of the email.

-Ashish
________________________________________
From: Potla, Ashish Bassaliel
Sent: Wednesday, January 21, 2009 12:52 AM
To: Emmanuel Lacour
Cc: rt-users at bestpractical.com
Subject: RE: [rt-users] Using RT with non-English (foreign characters)  Emails

Hi Emmanuel,
->What database are you using? What is the character set of your DB?
I am using Oracle Database .

My NLS_DATABASE_PARAMETERS are

NLS_LANGUAGE                   AMERICAN
NLS_TERRITORY                  AMERICA
NLS_CURRENCY                   $
NLS_ISO_CURRENCY               AMERICA
NLS_NUMERIC_CHARACTERS         .,
NLS_CHARACTERSET               AL32UTF8
NLS_CALENDAR                   GREGORIAN
NLS_DATE_FORMAT                DD-MON-RR
NLS_DATE_LANGUAGE              AMERICAN
NLS_SORT                       BINARY
NLS_TIME_FORMAT                HH.MI.SSXFF AM
NLS_TIMESTAMP_FORMAT           DD-MON-RR HH.MI.SSXFF AM
NLS_TIME_TZ_FORMAT             HH.MI.SSXFF AM TZR
NLS_TIMESTAMP_TZ_FORMAT        DD-MON-RR HH.MI.SSXFF AM TZR
NLS_DUAL_CURRENCY              $
NLS_COMP                       BINARY
NLS_LENGTH_SEMANTICS           BYTE
NLS_NCHAR_CONV_EXCP            FALSE
NLS_NCHAR_CHARACTERSET         AL16UTF16
NLS_RDBMS_VERSION              10.2.0.3.0

->Can you see chinese chars on web RT interface?
NO

->What is the content of sent emails if you look at the web UI?
I see question marks where I expect to see the foreign characters.

->Does your client has utf-8 support with fonts that includes utf-8 chinese chars?
I am using Oracle 10_2 client, and I have no idea how to check this. Can you point me in the right direction?

I have RT running on a solaris box and the RT DB is on a different server.

Thanks in advance,
Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour [elacour at easter-eggs.com]
Sent: Wednesday, January 21, 2009 12:31 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Using RT with non-English (foreign characters)  Emails

On Tue, Jan 20, 2009 at 08:57:17AM -0800, Potla, Ashish Bassaliel wrote:
> Hello Everyone,
>
> Has anybody here used RT with non-English Emails? I am trying to set up a queue for incoming Chinese Emails as requests.
>
> But all I see in the content of the mail sent to AdminCCs by RT is '?' marks.
>

It should work. What database are you using? What is the character set
of your DB?

Can you see chinese chars on web RT interface?

What is the content of sent emails if you look at the web UI?

Does your client has utf-8 support with fonts that includes utf-8
chinese chars?
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


From jpierce at cambridgeenergyalliance.org  Tue Jan 20 15:00:21 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 20 Jan 2009 15:00:21 -0500
Subject: [rt-users] Template replies
In-Reply-To: <497628FF.6030901@illinois.edu>
References: <497628FF.6030901@illinois.edu>
Message-ID: <be7163f0901201200m278b1d3cgf44c2b4ba1b79844@mail.gmail.com>

On Tue, Jan 20, 2009 at 14:41, John Arends <jarends at illinois.edu> wrote:
> Does anyone have anything set up where you have template replies for
> common situations such as account creation?
>
> A ticket might come in with a request that an account created. A tech
> takes the ticket, creates the account, and sends a reply. Right now they
> just keep the automated reply in a text file on their desktop and copy
> and paste.
Yes, see the wiki for info on Canned Responses. I updated one of them
to the the Ticket/Update.html/BeforeUpdateType callback:

  <%init>
  my $TicketObj = LoadTicket($ARGS{'id'});
  </%init>

  <tr><td class="label">Canned Response</td>
  <td>
  <& /Admin/Elements/SelectTemplate, Name => "Canned-Template", Queue
=> $TicketObj->QueueObj->id &>
  <input type="submit" name="select_template" value="Load">
  </td></tr>

This allows you to pick from existing templates and drop it into the textarea.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Tue Jan 20 15:02:40 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 20 Jan 2009 15:02:40 -0500
Subject: [rt-users] Using RT with non-English (foreign characters) Emails
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB8@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>
	<20090120190108.GF31057@easter-eggs.com>
	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB4@NASANEXMB01.na.qualcomm.com>
	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB8@NASANEXMB01.na.qualcomm.com>
Message-ID: <be7163f0901201202i3e8f5127s9e2ec6009aeb7af1@mail.gmail.com>

What do you see when you use the link to "download"/view the "raw" transaction?

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


From c_apotla at qualcomm.com  Tue Jan 20 15:07:46 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Tue, 20 Jan 2009 12:07:46 -0800
Subject: [rt-users] Using RT with non-English (foreign characters) Emails
In-Reply-To: <be7163f0901201202i3e8f5127s9e2ec6009aeb7af1@mail.gmail.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>
	<20090120190108.GF31057@easter-eggs.com>
	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB4@NASANEXMB01.na.qualcomm.com>
	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB8@NASANEXMB01.na.qualcomm.com>,
	<be7163f0901201202i3e8f5127s9e2ec6009aeb7af1@mail.gmail.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB9@NASANEXMB01.na.qualcomm.com>

For the plaintext email: I see '?' marks where ever I expect to see the foreign characters.
For the HTML Email : I have two Download buttons one for text/plain and another for text/html.
The text/plain is similar to the previous test; '?' marks instead of foreign characters, But the text/html clearly displays the foreign characters.

Is this the extent of RT`s support for foreign characters?
The Subject in any case contains '?' marks where foreign characters are expected.
-Ashish

________________________________________
From: Jerrad Pierce [jpierce at cambridgeenergyalliance.org]
Sent: Wednesday, January 21, 2009 1:32 AM
To: Potla, Ashish Bassaliel
Cc: Emmanuel Lacour; rt-users at bestpractical.com
Subject: Re: [rt-users] Using RT with non-English (foreign characters) Emails

What do you see when you use the link to "download"/view the "raw" transaction?

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

From barnesaw at ucrwcu.rwc.uc.edu  Tue Jan 20 15:26:03 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 20 Jan 2009 15:26:03 -0500
Subject: [rt-users] Using RT with non-English (foreign characters) Emails
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB9@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>	<20090120190108.GF31057@easter-eggs.com>	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB4@NASANEXMB01.na.qualcomm.com>	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB8@NASANEXMB01.na.qualcomm.com>,
	<be7163f0901201202i3e8f5127s9e2ec6009aeb7af1@mail.gmail.com>
	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB9@NASANEXMB01.na.qualcomm.com>
Message-ID: <4976335B.6090200@ucrwcu.rwc.uc.edu>

Found this within the last month.  Might point you in the right direction.
http://www.gossamer-threads.com/lists/rt/users/80994#80994


Potla, Ashish Bassaliel wrote:
> For the plaintext email: I see '?' marks where ever I expect to see the foreign characters.
> For the HTML Email : I have two Download buttons one for text/plain and another for text/html.
> The text/plain is similar to the previous test; '?' marks instead of foreign characters, But the text/html clearly displays the foreign characters.
>
> Is this the extent of RT`s support for foreign characters?
> The Subject in any case contains '?' marks where foreign characters are expected.
> -Ashish
>
> ________________________________________
> From: Jerrad Pierce [jpierce at cambridgeenergyalliance.org]
> Sent: Wednesday, January 21, 2009 1:32 AM
> To: Potla, Ashish Bassaliel
> Cc: Emmanuel Lacour; rt-users at bestpractical.com
> Subject: Re: [rt-users] Using RT with non-English (foreign characters) Emails
>
> What do you see when you use the link to "download"/view the "raw" transaction?
>
> --
> 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
>   

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



From todd at chaka.net  Tue Jan 20 15:31:59 2009
From: todd at chaka.net (Todd Chapman)
Date: Tue, 20 Jan 2009 15:31:59 -0500
Subject: [rt-users] Template replies
In-Reply-To: <497628FF.6030901@illinois.edu>
References: <497628FF.6030901@illinois.edu>
Message-ID: <519782dc0901201231v63f8a519i287dc0e1d3adf7d1@mail.gmail.com>

That's what RTFM is for!  http://bestpractical.com/rtfm/

On Tue, Jan 20, 2009 at 2:41 PM, John Arends <jarends at illinois.edu> wrote:

> Does anyone have anything set up where you have template replies for
> common situations such as account creation?
>
> A ticket might come in with a request that an account created. A tech
> takes the ticket, creates the account, and sends a reply. Right now they
> just keep the automated reply in a text file on their desktop and copy
> and paste.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From KFCrocker at lbl.gov  Tue Jan 20 16:06:53 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 20 Jan 2009 13:06:53 -0800
Subject: [rt-users] Preselect value
In-Reply-To: <4974362A.4090704@edhouse.cz>
References: <49708AFE.2040103@edhouse.cz> <4970C273.7040707@lbl.gov>
	<4974362A.4090704@edhouse.cz>
Message-ID: <49763CED.4050608@lbl.gov>

Tomas,


	Actually, once a CF is created and you "apply" it to a queue, all you 
need to do is set the CF privileges to let "Whomever" set that value in 
the create screen. Navigate thus; Configuration->Custom Fields->(select 
CF)->Group Rights. Once in group rights, you decide who can do what for 
that CF.  Hope this helps.


Kenn
LBNL

On 1/19/2009 12:13 AM, Tom?? S?ra wrote:
> Kenn, thanks for your reply.
> If you can send some example I would be greatful. Is there any 
> possibility to set that value before pressing create button? It would be 
> nice if the creator of the ticket is able to see the preselected values 
> right after the form with the new ticket is displayed. Is there any 
> chance to do that? If not I sill use the action "onCreate".
> 
> Thank you for reply,
> Tom.
> 
> Kenneth Crocker napsal(a):
>> Tomas,
>>
>>
>>     When did you want this to happen? At create time? Just write a 
>> scrip with the condition to when you want it to happen (may have to 
>> make this user-defined) and then write an action to set the value of 
>> the CF. IF this is the case and you have trouble with the scrip, I 
>> have many examples I can send you. If I'm wrong, then ignore my 
>> suggestion. :-)
>>
>>
>> Kenn
>> LBNL   
>> On 1/16/2009 5:26 AM, Tom?? S?ra wrote:
>>> Hello,
>>> When I was configuring RT system (version 3.8.2) I wanted to 
>>> preselect value in Custom Field (type - select one value). Is there a 
>>> possibility to do so? I searched mailing lists for answer to this 
>>> question but I was not successful in finding the answer.
>>>
>>> Tahnks in advance for your help,
>>> Tom.
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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  Tue Jan 20 16:30:28 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 20 Jan 2009 21:30:28 +0000
Subject: [rt-users] Calling Beta Testers! - RT::Authen::ExternalAuth v0.08_01
Message-ID: <49764274.3080202@jennic.com>

Hi all,

I'm very pleased to announce a new version of RT::Authen::ExternalAuth.

The most astute of you will notice that 0.07_01 never made it to a
stable release. The reason for this is that it was a release to get LDAP
functionality for those who really needed it in RT-3.8 as soon as
possible. It quickly became apparent that to produce a full stable
module, further design changes would be necessary and so I present to
you v0.08_01.

I intend for 0.08_01 to become a stable release of version 0.08 before
the end of next week, but I need your help to make sure it is as perfect
as possible before I do. So please test the hell out of it and let me
know what you find. As soon as 0.08 is released, 0.07_01 will be
considered deprecated and unsupported.

The ChangeLog should answer any questions you have about changes since
0.07_01, but to summarise:

1. Structural Redesign.
2. Integration of RT::Authen::CookieAuth for Single Sign-On (SSO) Cookie
Authentication against a DBI back-end.
3. Change to allow use of LDAP server root as base dn.
4. Deprecation of 'auth' and 'info' per-config settings.
5. Extra sanity checking of configuration and minor bugfixes.

v0.08_01 has been uploaded to CPAN, however as propagation will take
time, you will also find it attached to this e-mail.
-- 
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
__________________________________________________
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From kmckinnis at tivo.com  Tue Jan 20 20:48:42 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Tue, 20 Jan 2009 17:48:42 -0800
Subject: [rt-users] mysql server has gone away
Message-ID: <79E0423E511EB7469840F12A98F81BC803AA399418@CORPEX01.Tivo.com>

I haven't so much as logged into our RT server in months, but today it started periodically pitching "MySQL server has gone away errors".  The system health is good, though I didn't think to check the MySQL connections before restarting MySQL the first time, it reoccurs with only 19 connections.

I'm aware that we're running relatively old versions of everything, but I'm surprised that things would fall apart for no reason. MySQL runs on the same server as RT, so there should be no reason for the disconnect.

Jan 20 16:20:21 sjspdsupport RT: Ticket 373 created in queue 'comcast-client' by jdavis (/usr/lib/rt/RT/Ticket_Overlay.pm:730)
Jan 20 16:20:21 sjspdsupport RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/S
tore/DBI.pm line 67, <DATA> line 331. (/usr/lib/rt/RT.pm:287)
Jan 20 16:20:21 sjspdsupport RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/L
ock/MySQL.pm line 70, <DATA> line 331. (/usr/lib/rt/RT.pm:287)

Has anyone else seen this? Is there more tuning I can do to prevent this? (connections don't seem to be an issue). It's not 100% reproducible, but since it's an external production ticketing site, it's of great concern.

Thanks!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









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From martin at proxmox.com  Wed Jan 21 04:38:40 2009
From: martin at proxmox.com (Martin Maurer)
Date: Wed, 21 Jan 2009 10:38:40 +0100
Subject: [rt-users] RT Virtual Appliance 3.8.x for Proxmox VE - First
	release!
Message-ID: <7B7881568CF40E4388B615CD06F87B98098914@clara.maurer-it.com>

Hi all,

I am happy to release our brand new RT 3.8.x appliance - based on this a new RT system can be installed in 10 seconds (incl. rt database setup, apache, postfix, etc.)
Ok, you need a Proxmox VE virtualization server and you need to download it first (160 mb)- but if you got this, 10 seconds is possible - and you got enough time to play with the web interface and detailed configuration.

The appliance is based on Debian Lenny (all packages are installed using apt, therefore updates for the base OS and the rt system are easy to apply - apt-get upgrade). For the database we use postgres (rt password is auto-generated during boot - so its unique and secure)

All details about the RT Appliance: http://pve.proxmox.com/wiki/RT_Request_Tracker

How to test?
1. Install a Proxmox VE server on a (64-bit capable hardware -Intel or AMD) and download the rt appliance directly via the integrated appliance template downloader (via the Proxmox VE web interface)
2. If you have no hardware, you can also install the Proxmox VE ISO image on VMware/XEN (you VMware/XEN has to be capable running 64-bit linux) - but pls note that the performance here is not the same.

Some background:
We built the appliance using our Debian Appliance Builder http://pve.proxmox.com/wiki/Debian_Appliance_Builder 

About Proxmox VE: (http://pve.proxmox.com) 
It's a virtualization platform (GPL licensed) - including OS and full virtualization technologies (OpenVZ and KVM)

On this platform, pre-build virtual appliance can be started within seconds as we use http://openvz.org  here. Please note, by using OS virtualization there is little overhead (just 1 to 3 % performance loss) - this is absolutely one of the fastest technology for Linux server virtualization - keep in mind, the disk IO system is NOT virtualized here and therefore you have no performance lost due to virtual disk. Especially for server applications like RT with a lot of database connections and small files, disk access time is one of the key factors for a fast and reliable system. 

We will collect bug reports and suggestions for configuration improvements and we will update the appliance regularly.
Thanks for your time reading till the end and I am looking forward for your feedback.

Best Regards,

Martin Maurer

martin at proxmox.com
http://www.proxmox.com

____________________________________________________________________
Proxmox Server Solutions GmbH
Kohlgasse 51/10, 1050 Vienna, Austria
Phone: +43 1 545 4497 11 Fax: +43 1 545 4497 22
Commercial register no.: FN 258879 f
Registration office: Handelsgericht Wien





From hanane.ourdani at gmail.com  Wed Jan 21 05:28:55 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Wed, 21 Jan 2009 10:28:55 +0000
Subject: [rt-users] yarts problem
Message-ID: <d779e32a0901210228q9add48bo37a64b896eac37ae@mail.gmail.com>

Hi all,

i installed yarts 0.3 with RT3.8.1 but that doesn't work, when i try to
connect to http://yarts.localdomain, i found that:

Days Difference = '. floor($sec/(60*60*24)); //echo '
Hours Difference = '. floor($sec/(60*60)); //echo '
Minutes Difference = '. floor($sec/60); return round($sec/(60*60), 2).'h'; }
////////////////////////////////////////////////////////////////////////////////////////////////////
?> '); } if ($yarts_css != "") { print(''); }
/////////////////////////////////////////////////////////////////////////////////////////////////
?> yarts: " onchange="submit()"> Queue: All
Include disabled queues: >  Tickets created '); for ($month = 1; $month
<=12; $month++) { if ($cnt = $count_monthly[$month][$year]) { print(""); } }
print(''); print('"); } } ?> YearJanFebMarAprMayJunJulAugSepOctNovDecAverage
Total '.$year.'$cnt
"); $months_in_year++; $total_months++; } else {
print("$empty_cell'.round($count_yearly[$year]/$months_in_year,
2).''.$count_yearly[$year]."Total  Average ticket resolution time
(hours)'); for ($month = 1; $month <=12; $month++) { if ($res_time =
$restime_monthly[$month][$year]) print(""); } print('\n"); } } ?> YearJanFeb
MarAprMayJunJulAugSepOctNovDecTotal '.$year.'".seconds_to_hours($res_time)."
"); else print("$empty_cell'.seconds_to_hours($restime_yearly[$year])."Total


Please can you help me,

Thank you,

Hanane
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From hanane.ourdani at gmail.com  Wed Jan 21 06:46:15 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Wed, 21 Jan 2009 11:46:15 +0000
Subject: [rt-users] yarts problem
In-Reply-To: <d779e32a0901210228q9add48bo37a64b896eac37ae@mail.gmail.com>
References: <d779e32a0901210228q9add48bo37a64b896eac37ae@mail.gmail.com>
Message-ID: <d779e32a0901210346y65be3281qa235648b58f97a9@mail.gmail.com>

Hi all,

i installed yarts 0.3 with RT3.8.1 but that doesn't work, when i try to
connect to http://yarts.localdomain, i found that:

Days Difference = '. floor($sec/(60*60*24)); //echo '
Hours Difference = '. floor($sec/(60*60)); //echo '
Minutes Difference = '. floor($sec/60); return round($sec/(60*60), 2).'h'; }
////////////////////////////////////////////////////////////////////////////////////////////////////
?> '); } if ($yarts_css != "") { print(''); }
/////////////////////////////////////////////////////////////////////////////////////////////////
?> yarts: " onchange="submit()"> Queue: All
Include disabled queues: >  Tickets created '); for ($month = 1; $month
<=12; $month++) { if ($cnt = $count_monthly[$month][$year]) { print(""); } }
print(''); print('"); } } ?> YearJanFebMarAprMayJunJulAugSepOctNovDecAverage
Total '.$year.'$cnt
"); $months_in_year++; $total_months++; } else {
print("$empty_cell'.round($count_yearly[$year]/$months_in_year,
2).''.$count_yearly[$year]."Total   Average ticket resolution time
(hours)'); for ($month = 1; $month <=12; $month++) { if ($res_time =
$restime_monthly[$month][$year]) print(""); } print('\n"); } } ?> YearJanFeb
MarAprMayJunJulAugSepOctNovDecTotal '.$year.'".seconds_to_hours($res_time)."
"); else print("$empty_cell'.seconds_to_hours($restime_yearly[$year])."Total


Please can you help me,

Thank you,

Hanane
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From hanane.ourdani at gmail.com  Wed Jan 21 06:49:07 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Wed, 21 Jan 2009 11:49:07 +0000
Subject: [rt-users] yarts problem
In-Reply-To: <d779e32a0901210228q9add48bo37a64b896eac37ae@mail.gmail.com>
References: <d779e32a0901210228q9add48bo37a64b896eac37ae@mail.gmail.com>
Message-ID: <d779e32a0901210349jdfcba19r39650610f4014a7f@mail.gmail.com>

Hi all,

i installed yarts 0.3 with RT3.8.1 but that doesn't work, when i try to
connect to http://yarts.localdomain, i found that:

Days Difference = '. floor($sec/(60*60*24)); //echo '
Hours Difference = '. floor($sec/(60*60)); //echo '
Minutes Difference = '. floor($sec/60); return round($sec/(60*60), 2).'h'; }
////////////////////////////////////////////////////////////////////////////////////////////////////
?> '); } if ($yarts_css != "") { print(''); }
/////////////////////////////////////////////////////////////////////////////////////////////////
?> yarts: " onchange="submit()"> Queue: All
Include disabled queues: >  Tickets created '); for ($month = 1; $month
<=12; $month++) { if ($cnt = $count_monthly[$month][$year]) { print(""); } }
print(''); print('"); } } ?> YearJanFebMarAprMayJunJulAugSepOctNovDecAverage
Total '.$year.'$cnt
"); $months_in_year++; $total_months++; } else {
print("$empty_cell'.round($count_yearly[$year]/$months_in_year,
2).''.$count_yearly[$year]."Total   Average ticket resolution time
(hours)'); for ($month = 1; $month <=12; $month++) { if ($res_time =
$restime_monthly[$month][$year]) print(""); } print('\n"); } } ?> YearJanFeb
MarAprMayJunJulAugSepOctNovDecTotal '.$year.'".seconds_to_hours($res_time)."
"); else print("$empty_cell'.seconds_to_hours($restime_yearly[$year])."Total


Please can you help me,

Thank you,

Hanane
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From george.beitis at googlemail.com  Wed Jan 21 07:03:37 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Wed, 21 Jan 2009 14:03:37 +0200
Subject: [rt-users] Adding Custom Field capabilities to Users
Message-ID: <9be19c1c0901210403r524c8afevcdf3c4a263576a29@mail.gmail.com>

Hi everyone,
I sent an email out yesterday but sending one today as well, hoping to get
the attention of one of the authors of RT.  I want to be able to use the
REST protocol to add custom fields to USERS when creating them, it seems
that this functionality is available to tickets but not users from what i
can see comparing:

/opt/rt3/share/html/REST/1.0/Forms/ticket/default and
/opt/rt3/share/html/REST/1.0/Forms/user/default

I tried adding parts of the missing code that were there for ticket, but i
seem not to be doing a very good job at it since i don't know much about the
internals of RT yet.

I would really apriciate it if one of the authors or anyone else could
either help me out with this, or give me pointers on how to go about it

regards
George
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From hanane.ourdani at gmail.com  Wed Jan 21 06:57:59 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Wed, 21 Jan 2009 11:57:59 +0000
Subject: [rt-users] RTx::Statistics, time to resolve poblem
Message-ID: <d779e32a0901210357t494c1ebcw38dc1e029f0ad50d@mail.gmail.com>

hi all

I use rt3.8.1, and i want to generate reports of time to resolve, i try to
install RTx::Statistics but when i test this option it always generate '0',
is there anyone who is found the same problem or know how to solve it.

Thank you.
Hanane
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From brgsousa at gmail.com  Wed Jan 21 08:41:57 2009
From: brgsousa at gmail.com (=?ISO-8859-1?Q?Bruno_Guimar=E3es_Sousa?=)
Date: Wed, 21 Jan 2009 10:41:57 -0300
Subject: [rt-users] RT 3.6.7 + url misredirect
Message-ID: <d47683e10901210541p71a5962bu9b4583f2b420eb2b@mail.gmail.com>

Hi everyone,
I just installed RT 3.6.7. The problem is that some actions in RT
misredirect to a wrng URL which is not the correct.
It's installed in www.example.com/rt
For example:
Log in -> Click "New ticket in" -> Fill fields -> Click Create
It creates the ticket but do not redirect to the next page correctly. It
goes to http://www.example.com/rt/rt/Ticket/Display.html?id=7 and show me:
Not Found

The requested URL /rt/rt/Ticket/Display.html was not found on this server.
------------------------------
Apache/2.2.8 (Debian) mod_python/3.3.1 Python/2.4.4 PHP/4.4.4-8+etch6
mod_perl/2.0.4 Perl/v5.10.0 Server at www.example.com Port 80


My apache configuration is like this (/etc/apache2/sites-available/default):
Alias /rt "/usr/share/request-tracker3.6/html"
<Location /rt>
  SetHandler perl-script
  PerlHandler RT::Mason
  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html

  <IfDefine PerlDProf>
  <IfDefine PerlSmallProf>
    PerlFixupHandler Apache::SmallProf
  </IfDefine>
  </IfDefine>
</Location>


What is happening?



Regards,
--
Bruno Guimar?es Sousa
www.brunosousa.co.nr
COINF-CEFET-BA
Ci?ncia da Computa??o UFBA
Registered Linux user #465914
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From alf at stockton.co.za  Wed Jan 21 09:34:58 2009
From: alf at stockton.co.za (Alf Stockton)
Date: Wed, 21 Jan 2009 16:34:58 +0200
Subject: [rt-users] Upgrade rt from 3.6 to latest
Message-ID: <49773292.7060506@stockton.co.za>

I have just successfully installed 3.6 on my clients Ubuntu 8.04 server but 
would now appreciate getting some of the new features mentioned on the latest 
release.
Please tell me how I go about upgrading?

-- 
Regards,
Alf Stockton		www.stockton.co.za

Don't tell any big lies today.  Small ones can be just as effective.


From elacour at easter-eggs.com  Wed Jan 21 10:09:30 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 21 Jan 2009 16:09:30 +0100
Subject: [rt-users] Upgrade rt from 3.6 to latest
In-Reply-To: <49773292.7060506@stockton.co.za>
References: <49773292.7060506@stockton.co.za>
Message-ID: <20090121150928.GA20601@easter-eggs.com>

On Wed, Jan 21, 2009 at 04:34:58PM +0200, Alf Stockton wrote:
> I have just successfully installed 3.6 on my clients Ubuntu 8.04 server but 
> would now appreciate getting some of the new features mentioned on the latest 
> release.
> Please tell me how I go about upgrading?
> 

Well, donwload the latest RT (3.8.2), then read the docs ... (README,
UPGRADING, UPGRADING.mysql).



From joe.rtuser at gmail.com  Wed Jan 21 10:22:25 2009
From: joe.rtuser at gmail.com (Akash)
Date: Wed, 21 Jan 2009 10:22:25 -0500
Subject: [rt-users] Strange error: ^A^@^@^@^N
Message-ID: <bbb5cb2c0901210722n4824c269y745ff8ce18491fef@mail.gmail.com>

Hi all,

When a user tried to correspond to a ticket, the email got bounced
by our email server with the following message:

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

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

  helpdesk@<hostname>
    local delivery failed

The following text was generated during the delivery attempt:

------ helpdesk@<hostname> ------

RT server error.

The RT server which handled your email did not behave as expected. It
said:

^A^@^@^@^N
---------------------

It happens very rarely, though.

Also, when I try to refresh my browser, it sometimes asks me if I wish to
download a binary file.  I downloaded the file and saw that it contained
the same five characters as above (^A^@^@^@^N).  I do not know
if they are related or not.

Any help would be greatly appreciated,

Thanks,
Akash.
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From hanane.ourdani at gmail.com  Wed Jan 21 12:16:27 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Wed, 21 Jan 2009 17:16:27 +0000
Subject: [rt-users] Update tickets by mail
Message-ID: <d779e32a0901210916k94e0b7dle095df90ef8d225c@mail.gmail.com>

hi all,

please it is possible to update tickets by mail, i installed CommandByMail
module but i don't know how do it

Thanks
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From mike.peachey at jennic.com  Wed Jan 21 12:18:38 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 21 Jan 2009 17:18:38 +0000
Subject: [rt-users] Update tickets by mail
In-Reply-To: <d779e32a0901210916k94e0b7dle095df90ef8d225c@mail.gmail.com>
References: <d779e32a0901210916k94e0b7dle095df90ef8d225c@mail.gmail.com>
Message-ID: <497758EE.6020600@jennic.com>

hanane ourdani wrote:
> hi all,
> 
> please it is possible to update tickets by mail, i installed
> CommandByMail module but i don't know how do it

Read the CommandByMail documentation and refer to the wiki. The
instructions are pretty clear.

-- 
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  Wed Jan 21 12:57:09 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 21 Jan 2009 17:57:09 +0000
Subject: [rt-users] Update tickets by mail
In-Reply-To: <d779e32a0901210953n6230f59ao13aec6157c4b1f27@mail.gmail.com>
References: <d779e32a0901210916k94e0b7dle095df90ef8d225c@mail.gmail.com>	
	<497758EE.6020600@jennic.com>
	<d779e32a0901210953n6230f59ao13aec6157c4b1f27@mail.gmail.com>
Message-ID: <497761F5.5010508@jennic.com>

hanane ourdani wrote:
> Please, i don't find the command that can update tickets that already
> exist, for example if i want change somme information in Ticket 55555
> how i can do it by mail.
> 

You use the CommandByMail pseudo-headers as normal when sending an
e-mail with an appropriate subject such as [RT at FooBar #55555].

-- 
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 chenga at ias.edu  Wed Jan 21 14:23:01 2009
From: chenga at ias.edu (Alan Cheng)
Date: Wed, 21 Jan 2009 14:23:01 -0500
Subject: [rt-users] Ticket Forward Problem With Thunderbird
Message-ID: <49777615.5090104@ias.edu>

Dear RT users,

We are currently running RT-3.8.1.  It appears that the email content
(message.eml) is uuencoded when RT forwards a ticket.  Thunderbird
doesn't seem to like this and cannot display the forwarding email.  Is
there a way to configure RT to do MIME encoding instead?  Any
suggestions are greatly appreciated.

Thanks,

Alan



From daksh at olemiss.edu  Wed Jan 21 18:02:37 2009
From: daksh at olemiss.edu (daksh)
Date: Wed, 21 Jan 2009 17:02:37 -0600
Subject: [rt-users] Query Builder page modification
Message-ID: <4977a98d.1b.5ff7.12049@olemiss.edu>

Hi,
We have RT 3.8.1 running on opensuse11; mysql 5.0.51a; perl
5.10.0

When I go to QueryBuilder page (it takes over 5 minutes to
load), it shows me thousands of users for a box where it
says: "Owner"

But, when I go to mysql query browser, and search table
"ACL" for all users with RightName of "OwnTickets", I get
very few users (about 100), which is correct.
Here is the query I run: 
SELECT * FROM `rt3`.`ACL` where RightName = 'OwnTicket';

So, how do I correct the code for QueryBuilder page? 

Is there any documentation for this, if so please guide me
there, or if anyone knows how to fix this issue, please
advice...
I also tried to upgrade to RT 3.8.2 on my test machine, but
I got same results.

Thanks for your help.




From sysadmin at neotec.com.pa  Wed Jan 21 19:55:42 2009
From: sysadmin at neotec.com.pa (System Administrator)
Date: Wed, 21 Jan 2009 19:55:42 -0500
Subject: [rt-users] Problem with PDF attachments
Message-ID: <b903f7540901211655x5edd1b66j908580b7859132ea@mail.gmail.com>

Hi,

I recently upgraded from version 3.4.6 to 3.8.1.  Since then, pdf
attachments downloaded from RT or sent by RT are corrupted, Acrobat
Reader displays the error  "Insufficient data for an image".  This
occurs even for pdf attachments saved before the upgrade.  I saw no
errors in the database upgrade script running.

Have anyone had this issue before and encountered a solution?

Thanks in advance.


From eliezer.chavez at gmail.com  Wed Jan 21 20:39:51 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Wed, 21 Jan 2009 21:09:51 -0430
Subject: [rt-users] Problem with translation
Message-ID: <66d635aa0901211739k10cba05dn90463bb79591d107@mail.gmail.com>

Hi pals

I'm trying to translate the following

#: share/html/Elements/Footer:65
#. ('<a href="mailto:sales at bestpractical.com">sales at bestpractical.com</a>')
msgid "To inquire about support, training, custom development or licensing,
please contact %1."
msgstr "Para soporte, entrenamiento, desarrollo personalizado o
licenciamiento, por favor contacte a %1."

But is not refreshing in footer when i display rt in my browser (firefox, ie
7, opera)...

I have cleaned mason and session cache and restarted apache and also i have
set DevelMode in 1, so, any help would be appreciated.

Regards,

P.D. Please excuse my bad english.

-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From torsten.brumm at Kuehne-Nagel.com  Thu Jan 22 02:33:36 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 22 Jan 2009 08:33:36 +0100
Subject: [rt-users] Problem with translation
In-Reply-To: <66d635aa0901211739k10cba05dn90463bb79591d107@mail.gmail.com>
References: <66d635aa0901211739k10cba05dn90463bb79591d107@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C98D42@w3hamboex11.ger.win.int.kn>

Have you cleaned also the browser cache?


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



________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Eliezer E Ch?vez
Gesendet: Donnerstag, 22. Januar 2009 02:40
An: rt-users
Betreff: [rt-users] Problem with translation


Hi pals

I'm trying to translate the following

#: share/html/Elements/Footer:65
#. ('<a href="mailto:sales at bestpractical.com">sales at bestpractical.com</a>')
msgid "To inquire about support, training, custom development or licensing, please contact %1."
msgstr "Para soporte, entrenamiento, desarrollo personalizado o licenciamiento, por favor contacte a %1."

But is not refreshing in footer when i display rt in my browser (firefox, ie 7, opera)...

I have cleaned mason and session cache and restarted apache and also i have set DevelMode in 1, so, any help would be appreciated.

Regards,

P.D. Please excuse my bad english.

-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez


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From elacour at easter-eggs.com  Thu Jan 22 03:27:22 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 22 Jan 2009 09:27:22 +0100
Subject: [rt-users] Problem with PDF attachments
In-Reply-To: <b903f7540901211655x5edd1b66j908580b7859132ea@mail.gmail.com>
References: <b903f7540901211655x5edd1b66j908580b7859132ea@mail.gmail.com>
Message-ID: <20090122082721.GA3384@easter-eggs.com>

On Wed, Jan 21, 2009 at 07:55:42PM -0500, System Administrator wrote:
> Hi,
> 
> I recently upgraded from version 3.4.6 to 3.8.1.  Since then, pdf
> attachments downloaded from RT or sent by RT are corrupted, Acrobat
> Reader displays the error  "Insufficient data for an image".  This
> occurs even for pdf attachments saved before the upgrade.  I saw no
> errors in the database upgrade script running.
> 
> Have anyone had this issue before and encountered a solution?
> 

I think you missed upgrade process in UPGRADING.mysql.



From racke at linuxia.de  Thu Jan 22 03:27:59 2009
From: racke at linuxia.de (Stefan Hornburg (Racke))
Date: Thu, 22 Jan 2009 09:27:59 +0100
Subject: [rt-users] Problem with PDF attachments
In-Reply-To: <b903f7540901211655x5edd1b66j908580b7859132ea@mail.gmail.com>
References: <b903f7540901211655x5edd1b66j908580b7859132ea@mail.gmail.com>
Message-ID: <49782E0F.3060306@linuxia.de>

System Administrator wrote:
> Hi,
> 
> I recently upgraded from version 3.4.6 to 3.8.1.  Since then, pdf
> attachments downloaded from RT or sent by RT are corrupted, Acrobat
> Reader displays the error  "Insufficient data for an image".  This
> occurs even for pdf attachments saved before the upgrade.  I saw no
> errors in the database upgrade script running.
> 
> Have anyone had this issue before and encountered a solution?

Did you apply the MySQL 4.0->4.1 schema changes as described
in UPGRADING.mysql?

Regards
          Racke


-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From tashev at bgone.net  Thu Jan 22 04:14:23 2009
From: tashev at bgone.net (Zhivko Tashev)
Date: Thu, 22 Jan 2009 11:14:23 +0200
Subject: [rt-users] Problem with Apache 1.3 and RT 3.6.3 on OpenBSD 4.4
	Stable
Message-ID: <497838EF.9030006@bgone.net>

Hello RT users,

I've been trying to set up RT on an OpenBSD 4.4 Stable box, but I'm 
having trouble configuring Apache to run RT with mod_perl.
What I've came up so far is that the web server is up and running, but 
when the "PerlHandler RT::Mason" line is present in the <Location> 
section, the directory is not accessible. And when I comment that line, 
I get the page that says "You're almost there!". I've tried both 
configurations ( rt.example.com and example.com/rt3) and the results are 
the same.
So I'm looking for some help on this one. I'll provide any configuration 
file and other information needed. Just ask.

Best wishes,
Zhivko


From terence at deeproot.co.in  Thu Jan 22 04:52:09 2009
From: terence at deeproot.co.in (Terence Monteiro)
Date: Thu, 22 Jan 2009 15:22:09 +0530
Subject: [rt-users] Problem with Apache 1.3 and RT 3.6.3 on OpenBSD
	4.4	Stable
In-Reply-To: <497838EF.9030006@bgone.net>
References: <497838EF.9030006@bgone.net>
Message-ID: <20090122095209.GD7692@deeproot.co.in>

On Thu, Jan 22, 2009 at 11:14:23AM +0200, Zhivko Tashev wrote:
> Hello RT users,
> 
> I've been trying to set up RT on an OpenBSD 4.4 Stable box, but I'm 
> having trouble configuring Apache to run RT with mod_perl.
> What I've came up so far is that the web server is up and running, but 
> when the "PerlHandler RT::Mason" line is present in the <Location> 
> section, the directory is not accessible. And when I comment that line, 
> I get the page that says "You're almost there!". I've tried both 
> configurations ( rt.example.com and example.com/rt3) and the results are 
> the same.
> So I'm looking for some help on this one. I'll provide any configuration 
> file and other information needed. Just ask.
> 

What does the apache log say? Check if you have enabled mod_perl. Have
you installed RT from source or from a package? What is the RT version?

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

-- 
Thanks and Regards,
Terence Monteiro.

DeepRoot Linux,
http://www.deeproot.in 
Ph: +91 (80) 4089 0000
Getting GNU/Linux to work for you. Faster. Better. Today. Every way



From tashev at bgone.net  Thu Jan 22 04:59:38 2009
From: tashev at bgone.net (Zhivko Tashev)
Date: Thu, 22 Jan 2009 11:59:38 +0200
Subject: [rt-users] Problem with Apache 1.3 and RT 3.6.3 on OpenBSD 4.4
 Stable
In-Reply-To: <20090122095209.GD7692@deeproot.co.in>
References: <497838EF.9030006@bgone.net> <20090122095209.GD7692@deeproot.co.in>
Message-ID: <4978438A.3000203@bgone.net>

There are no errors in the apache log. I ran the 
/usr/local/sbin/mod_perl-enable script once. I installed RT from the 
ports and the version is 3.6.3.
I should mention that I'm using mysql-5.0.51 and there are no errors 
also. The web server is chrooted to /var/www.

Thanks
Zhivko


Terence Monteiro wrote:
> On Thu, Jan 22, 2009 at 11:14:23AM +0200, Zhivko Tashev wrote:
>   
>> Hello RT users,
>>
>> I've been trying to set up RT on an OpenBSD 4.4 Stable box, but I'm 
>> having trouble configuring Apache to run RT with mod_perl.
>> What I've came up so far is that the web server is up and running, but 
>> when the "PerlHandler RT::Mason" line is present in the <Location> 
>> section, the directory is not accessible. And when I comment that line, 
>> I get the page that says "You're almost there!". I've tried both 
>> configurations ( rt.example.com and example.com/rt3) and the results are 
>> the same.
>> So I'm looking for some help on this one. I'll provide any configuration 
>> file and other information needed. Just ask.
>>
>>     
>
> What does the apache log say? Check if you have enabled mod_perl. Have
> you installed RT from source or from a package? What is the RT version?
>
>   
>> Best wishes,
>> Zhivko
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 Jan 22 05:23:33 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 22 Jan 2009 10:23:33 +0000
Subject: [rt-users] Calling Beta Testers! - RT::Authen::ExternalAuth
	v0.08_01
In-Reply-To: <49764274.3080202@jennic.com>
References: <49764274.3080202@jennic.com>
Message-ID: <49784925.1010909@jennic.com>

Mike Peachey wrote:
> I'm very pleased to announce a new version of RT::Authen::ExternalAuth.

> I intend for 0.08_01 to become a stable release of version 0.08 before
> the end of next week, but I need your help to make sure it is as perfect
> as possible before I do.

Given the absence of respondents pointing me at any bugs found, I would
like to hear from anyone who is using v0.08_01 and whether it is working
well for them or not.

I may release 0.08 before the week is out if nothing seems awry.

Changes to /trunk since 0.08_01:

etc/RT_SiteConfig.pm
    *  s/userSupportAccess/disabled/ in DBI example config
    *  s/Crypt::MD5::md5_hex/Digest::MD5::md5_hex/ in DBI example config
    *  Added ssl_version to the example LDAP configuration.
    *  Added config example for DBI encryption salt.

lib/RT/Authen/ExternalAuth/DBI.pm
    *  Added ability to specify salt for DBI password encryption.
-- 
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 brgsousa at gmail.com  Thu Jan 22 07:55:32 2009
From: brgsousa at gmail.com (=?ISO-8859-1?Q?Bruno_Guimar=E3es_Sousa?=)
Date: Thu, 22 Jan 2009 09:55:32 -0300
Subject: [rt-users] Debian + RT 3.6.7 + sqlite3 = wrong queries
Message-ID: <d47683e10901220455r115b0e59kccaf21bdb76a60e@mail.gmail.com>

Hi,
I have a Debian + RT 3.6.7 + sqlite3 installation. I can create users and
groups just fine. But some of the users that I created do not appear when I
query for them. When order to list users (
http://www.example.com/rt/Admin/Users/) not all of them are listed, and
they're all active.
What can be happenning?

If there is no solution for that, how can I reinitialize the database with
MySql Server 5?



thanks,
--
Bruno Guimar?es Sousa
www.brunosousa.co.nr
COINF-CEFET-BA
Ci?ncia da Computa??o UFBA
Registered Linux user #465914
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From Robin.Lauren at ecraft.com  Thu Jan 22 08:47:29 2009
From: Robin.Lauren at ecraft.com (Lauren, Robin)
Date: Thu, 22 Jan 2009 15:47:29 +0200
Subject: [rt-users] Converting from Ticket Transaction Custom Fields to
	Ticket Custom Fields
Message-ID: <E45F50A77378A34C90E628EEB5609679021AC3DE@echelmail2.ecraft.internal>

Dear RT gurus,

 

A customer or ours using RT 3.6.5 has an issue with their custom fields not
showing up in reports (using scripts they've configured from RT-remind by
D.T. Bishop). They say it's worked before, so i suppose the system broke
when we migrated & updated their RT from their old sever to the new one.

 

I've narrowed it down to the fact that their Custom fields ("Project" and
"Problem caused by") are applied to Ticket Transactions when they really
should be applied to Tickets. This is confirmed by the fact that i created
a Ticket-applied custom field which i can get to show in the reports by
modifying their code to show my custom field.

 

My question, after all this verbose preamble is this: Can i change the
Custom Field "Applies To" attribute to point from its current value "Ticket
Transaction" to "Ticket" without anything going wrong? Or to put
differently, What can go wrong if i change the Applies To attribute from
"Ticket Transaction" to "Ticket"? Is the process reversible? What should i
check or fix before i flip the switch?

 

Best regards,

 ~Robin Laur?n

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From hanane.ourdani at gmail.com  Thu Jan 22 09:31:43 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Thu, 22 Jan 2009 14:31:43 +0000
Subject: [rt-users] RT-Extension-ActivityReports Query text
Message-ID: <d779e32a0901220631t7fe1c66ep3ca41acee6798342@mail.gmail.com>

Hi All,

I'm just trying to use Activity Reports extension, but I'm totally
lost. What should I put into the Query textarea? Could anyone give me
just one simple example please? We use 3.4.4pre3

Many thanks!

Hanane
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From hanane.ourdani at gmail.com  Thu Jan 22 09:35:32 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Thu, 22 Jan 2009 14:35:32 +0000
Subject: [rt-users] RT-Extension-ActivityReports Query text
Message-ID: <d779e32a0901220635m65a4d5ah6f2e514c38734fb7@mail.gmail.com>

Hi All,

I'm just trying to use Activity Reports extension, but I'm totally
lost. What should I put into the Query textarea? Could anyone give me
just one simple example please? We use 3.4.4pre3


Many thanks!

Hanane
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From mike.peachey at jennic.com  Thu Jan 22 09:53:51 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 22 Jan 2009 14:53:51 +0000
Subject: [rt-users] Calling Beta Testers! -
	RT::Authen::ExternalAuth	v0.08_01
In-Reply-To: <497887F3.9000902@uwaterloo.ca>
References: <49764274.3080202@jennic.com> <49784925.1010909@jennic.com>
	<497887F3.9000902@uwaterloo.ca>
Message-ID: <4978887F.8020309@jennic.com>

Jeff Voskamp wrote:
>> Mike Peachey wrote:
>>  
>> Given the absence of respondents pointing me at any bugs found, I would
>> like to hear from anyone who is using v0.08_01 and whether it is working
>> well for them or not.
>>
>> I may release 0.08 before the week is out if nothing seems awry.
>>   
> We're running it on our test system (fairly low usage unfortunately),
> but we haven't seen any problems in the last day.

Ta Jeff. I get the feeling it is pretty stable and that's a good thing.
Keep me posted :)
-- 
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 hanane.ourdani at gmail.com  Thu Jan 22 10:07:05 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Thu, 22 Jan 2009 15:07:05 +0000
Subject: [rt-users] RT-Extension-ActivityReports Query text
In-Reply-To: <d779e32a0901220631t7fe1c66ep3ca41acee6798342@mail.gmail.com>
References: <d779e32a0901220631t7fe1c66ep3ca41acee6798342@mail.gmail.com>
Message-ID: <d779e32a0901220707g51e82dfcte5fdbf4e4f941350@mail.gmail.com>

Hi All,

I'm just trying to use Activity Reports extension, but I'm totally lost.
What should I put into the Query textarea? Could anyone give me just one
simple example please? we use RT 3.8.1 & RT-Extension-ActivityReports-1.0.

Thanks.
hanane.
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From eliezer.chavez at gmail.com  Thu Jan 22 10:27:20 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Thu, 22 Jan 2009 10:57:20 -0430
Subject: [rt-users] Problem with translation
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C98D42@w3hamboex11.ger.win.int.kn>
References: <66d635aa0901211739k10cba05dn90463bb79591d107@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C98D42@w3hamboex11.ger.win.int.kn>
Message-ID: <66d635aa0901220727v842c6fdsd3fa2b6cb39c77b7@mail.gmail.com>

Yes sir.

I have fully cleaned the browser's cache (cookies, files...)

Regards

On Thu, Jan 22, 2009 at 3:03 AM, Ham MI-ID, Torsten Brumm <
torsten.brumm at kuehne-nagel.com> wrote:

>  Have you cleaned also the browser cache?
>
>
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred
> Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens
> Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
> USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel
> A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat:
> Klaus-Michael K?hne
>
> ------------------------------
> *Von:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *Im Auftrag von *Eliezer E
> Ch?vez
> *Gesendet:* Donnerstag, 22. Januar 2009 02:40
> *An:* rt-users
> *Betreff:* [rt-users] Problem with translation
>
> Hi pals
>
> I'm trying to translate the following
>
> #: share/html/Elements/Footer:65
> #. ('<a href="mailto:sales at bestpractical.com">sales at bestpractical.com
> </a>')
> msgid "To inquire about support, training, custom development or licensing,
> please contact %1."
> msgstr "Para soporte, entrenamiento, desarrollo personalizado o
> licenciamiento, por favor contacte a %1."
>
> But is not refreshing in footer when i display rt in my browser (firefox,
> ie 7, opera)...
>
> I have cleaned mason and session cache and restarted apache and also i have
> set DevelMode in 1, so, any help would be appreciated.
>
> Regards,
>
> P.D. Please excuse my bad english.
>
> --
> Eliezer E Ch?vez
> +58-416-6125676
> eliezer.chavez at gmail.com
> >>http://www.bumeran.com.ve/cv/eliezer-chavez
>



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From tariq.doukkali at autoform.de  Thu Jan 22 11:19:35 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Thu, 22 Jan 2009 17:19:35 +0100
Subject: [rt-users] group rights
Message-ID: <192B76E92530564BAAB9DD78BAE565B740FDE8DC62@chexchange.autoform.com>

Hello,

How can I configure I on RT?


1.       I have 2 Groups (group1, group2)

2.       Users:

-          User_1_1 is member of group1

-          User_1_2 is member of group 1

-          User_2_1 is member of group2

-          User_2_2 is member of group2

3.       Queues:

-          Queue1


4.       Users of group1 as well as of group2 create ticket on queue1.





How can I configure it, if user_1_1 login in, he can show only his Tickets and  tickets of user_1_2 (who is on the same group) but not tickets of User_2_1 or User_2_2.



I am using RT 3.8.1





Many thanks


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From todd at chaka.net  Thu Jan 22 11:22:16 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 22 Jan 2009 11:22:16 -0500
Subject: [rt-users] group rights
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B740FDE8DC62@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B740FDE8DC62@chexchange.autoform.com>
Message-ID: <519782dc0901220822g3b14cf09y4cebb977384bd971@mail.gmail.com>

Write a scrip that adds the user's group as an AdminCc on the ticket. Then
give the AdminCc role the proper rights.

On Thu, Jan 22, 2009 at 11:19 AM, Tariq Doukkali <tariq.doukkali at autoform.de
> wrote:

>  Hello,
>
>
>
> How can I configure I on RT?
>
>
>
> 1.       I have 2 Groups (group1, group2)
>
> 2.       Users:
>
> -          User_1_1 is member of group1
>
> -          User_1_2 is member of group 1
>
> -          User_2_1 is member of group2
>
> -          User_2_2 is member of group2
>
> 3.       Queues:
>
> -          Queue1
>
>
>
> 4.       Users of group1 as well as of group2 create ticket on queue1.
>
>
>
>
>
> How can I configure it, if user_1_1 login in, he can show only his Tickets
> and  tickets of user_1_2 (who is on the same group) but not tickets of
> User_2_1 or User_2_2.
>
>
>
> I am using RT 3.8.1
>
>
>
>
>
> 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
>
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From jesse at bestpractical.com  Thu Jan 22 11:36:48 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Jan 2009 11:36:48 -0500
Subject: [rt-users] Problem with translation
In-Reply-To: <66d635aa0901211739k10cba05dn90463bb79591d107@mail.gmail.com>
References: <66d635aa0901211739k10cba05dn90463bb79591d107@mail.gmail.com>
Message-ID: <20090122163648.GZ27414@bestpractical.com>




On Wed, Jan 21, 2009 at 09:09:51PM -0430, Eliezer E Chhhvez wrote:
> Hi pals
> 
> I'm trying to translate the following

Do other translations work ok?
> 
> #: share/html/Elements/Footer:65
> #. ('<a href="mailto:sales at bestpractical.com">sales at bestpractical.com</a>')
> msgid "To inquire about support, training, custom development or licensing,
> please contact %1."
> msgstr "Para soporte, entrenamiento, desarrollo personalizado o
> licenciamiento, por favor contacte a %1."
> 
> But is not refreshing in footer when i display rt in my browser (firefox, ie
> 7, opera)...
> 
> I have cleaned mason and session cache and restarted apache and also i have
> set DevelMode in 1, so, any help would be appreciated.
> 
> Regards,
> 
> P.D. Please excuse my bad english.
> 
> -- 
> Eliezer E Ch?vez
> +58-416-6125676
> eliezer.chavez at gmail.com
> >>http://www.bumeran.com.ve/cv/eliezer-chavez

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 eliezer.chavez at gmail.com  Thu Jan 22 11:40:12 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Thu, 22 Jan 2009 12:10:12 -0430
Subject: [rt-users] Problem with translation
In-Reply-To: <20090122163648.GZ27414@bestpractical.com>
References: <66d635aa0901211739k10cba05dn90463bb79591d107@mail.gmail.com>
	<20090122163648.GZ27414@bestpractical.com>
Message-ID: <66d635aa0901220840x50fae754gb0f0ee864d4c5217@mail.gmail.com>

Sorry pals

I encountered the problem... i have some lost httpd instances running
(caused for a unexpected boot in machine), so, now everything is working OK

Regards!

On Thu, Jan 22, 2009 at 12:06 PM, Jesse Vincent <jesse at bestpractical.com>wrote:

>
>
>
> On Wed, Jan 21, 2009 at 09:09:51PM -0430, Eliezer E Chhhvez wrote:
> > Hi pals
> >
> > I'm trying to translate the following
>
> Do other translations work ok?
> >
> > #: share/html/Elements/Footer:65
> > #. ('<a href="mailto:sales at bestpractical.com">sales at bestpractical.com
> </a>')
> > msgid "To inquire about support, training, custom development or
> licensing,
> > please contact %1."
> > msgstr "Para soporte, entrenamiento, desarrollo personalizado o
> > licenciamiento, por favor contacte a %1."
> >
> > But is not refreshing in footer when i display rt in my browser (firefox,
> ie
> > 7, opera)...
> >
> > I have cleaned mason and session cache and restarted apache and also i
> have
> > set DevelMode in 1, so, any help would be appreciated.
> >
> > Regards,
> >
> > P.D. Please excuse my bad english.
> >
> > --
> > Eliezer E Ch?vez
> > +58-416-6125676
> > eliezer.chavez at gmail.com
> > >>http://www.bumeran.com.ve/cv/eliezer-chavez
>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> --
>



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From jesse at bestpractical.com  Thu Jan 22 11:40:45 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Jan 2009 11:40:45 -0500
Subject: [rt-users] Debian + RT 3.6.7 + sqlite3 = wrong queries
In-Reply-To: <d47683e10901220455r115b0e59kccaf21bdb76a60e@mail.gmail.com>
References: <d47683e10901220455r115b0e59kccaf21bdb76a60e@mail.gmail.com>
Message-ID: <20090122164045.GB27414@bestpractical.com>




On Thu, Jan 22, 2009 at 09:55:32AM -0300, Bruno Guimarrres Sousa wrote:
> Hi,
> I have a Debian + RT 3.6.7 + sqlite3 installation. I can create users and
> groups just fine. But some of the users that I created do not appear when I
> query for them. When order to list users (
> http://www.example.com/rt/Admin/Users/) not all of them are listed, and
> they're all active.
> What can be happenning?
> 
> If there is no solution for that, how can I reinitialize the database with
> MySql Server 5?
 

1) Can you test with RT 3.8?

2) SQLite is _really_ only intended for development purposes and not for
production deployments.

> 
> thanks,
> --
> Bruno Guimar?es Sousa
> www.brunosousa.co.nr
> COINF-CEFET-BA
> Ci?ncia da Computa??o UFBA
> Registered Linux user #465914

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 brgsousa at gmail.com  Thu Jan 22 12:57:25 2009
From: brgsousa at gmail.com (=?ISO-8859-1?Q?Bruno_Guimar=E3es_Sousa?=)
Date: Thu, 22 Jan 2009 14:57:25 -0300
Subject: [rt-users]  Debian + RT 3.6.7 + sqlite3 = wrong queries
In-Reply-To: <d47683e10901220957l2729b0bm63e71258c890cb41@mail.gmail.com>
References: <d47683e10901220455r115b0e59kccaf21bdb76a60e@mail.gmail.com>
	<20090122164045.GB27414@bestpractical.com>
	<d47683e10901220957l2729b0bm63e71258c890cb41@mail.gmail.com>
Message-ID: <d47683e10901220957g3654dacbo9600e6f71eeddb9e@mail.gmail.com>

1) Can you test with RT 3.8?
I can't :(

2) SQLite is _really_ only intended for development purposes and not for
production deployments.
I am trying to reinitialize the database with mysql server 5. How can I do
that?



> >
> > thanks,
> > --
> > Bruno Guimar?es Sousa
> > www.brunosousa.co.nr
> > COINF-CEFET-BA
> > Ci?ncia da Computa??o UFBA
> > Registered Linux user #465914
>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> --
>
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From KFCrocker at lbl.gov  Thu Jan 22 12:59:03 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 22 Jan 2009 09:59:03 -0800
Subject: [rt-users] group rights
In-Reply-To: <519782dc0901220822g3b14cf09y4cebb977384bd971@mail.gmail.com>
References: <192B76E92530564BAAB9DD78BAE565B740FDE8DC62@chexchange.autoform.com>
	<519782dc0901220822g3b14cf09y4cebb977384bd971@mail.gmail.com>
Message-ID: <4978B3E7.1090800@lbl.gov>

Tariq,


	OR, you could also write a scrip that adds the other person of the 
group as a requestor and then set the privilege "ShowTicket" for 
Requestors only. You didn't say anything about "owners", so I am 
assuming when you say "his" ticket, you meant the requestor. Hope this 
helps.


Kenn
LBNL

On 1/22/2009 8:22 AM, Todd Chapman wrote:
> Write a scrip that adds the user's group as an AdminCc on the ticket. 
> Then give the AdminCc role the proper rights.
> 
> On Thu, Jan 22, 2009 at 11:19 AM, Tariq Doukkali 
> <tariq.doukkali at autoform.de <mailto:tariq.doukkali at autoform.de>> wrote:
> 
>     Hello,
> 
>      
> 
>     How can I configure I on RT?
> 
>      
> 
>     1.       I have 2 Groups (group1, group2)
> 
>     2.       Users:
> 
>     -          User_1_1 is member of group1
> 
>     -          User_1_2 is member of group 1
> 
>     -          User_2_1 is member of group2
> 
>     -          User_2_2 is member of group2
> 
>     3.       Queues:
> 
>     -          Queue1
> 
>      
> 
>     4.       Users of group1 as well as of group2 create ticket on queue1.
> 
>      
> 
>      
> 
>     How can I configure it, if user_1_1 login in, he can show only his
>     Tickets and  tickets of user_1_2 (who is on the same group) but not
>     tickets of User_2_1 or User_2_2.
> 
>      
> 
>     I am using RT 3.8.1
> 
>      
> 
>      
> 
>     Many thanks
> 
>      
> 
> 
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>     Community help: http://wiki.bestpractical.com
>     Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
> 
> 
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From jesse at bestpractical.com  Thu Jan 22 13:09:06 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Jan 2009 13:09:06 -0500
Subject: [rt-users] Debian + RT 3.6.7 + sqlite3 = wrong queries
In-Reply-To: <d47683e10901220957l2729b0bm63e71258c890cb41@mail.gmail.com>
References: <d47683e10901220455r115b0e59kccaf21bdb76a60e@mail.gmail.com>
	<20090122164045.GB27414@bestpractical.com>
	<d47683e10901220957l2729b0bm63e71258c890cb41@mail.gmail.com>
Message-ID: <20090122180906.GE498@17h.local>




On Thu 22.Jan'09 at 14:57:00 -0300, Bruno Guimar?es Sousa wrote:
>    1) Can you test with RT 3.8?
>    I can't :(
> 
>    2) SQLite is _really_ only intended for development purposes and not for
>    production deployments.
>    I am trying to reinitialize the database with mysql server 5. How can I do
>    that?
> 

Follow the instructions as if it's a new install. Also, please don't
remove the list from replies.
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From richard at unixboxen.net  Thu Jan 22 14:11:25 2009
From: richard at unixboxen.net (Richard Jacobsen)
Date: Thu, 22 Jan 2009 11:11:25 -0800
Subject: [rt-users] Apache segmentation faults with RT 3.8.2
Message-ID: <4978C4DD.7050906@unixboxen.net>

Hello everyone,

I get blank pages where I have to clear the cookie or restart my browser 
to access RT again when using RT (Bulk Update RT, clicking browser back 
button).  These blank pages are logged as a segmentation fault (11) in 
apache's error log.  I've searched the archives and I came up with a 
reference to a buggy version of DBD::mysql which seems to describe the 
exact problem:

http://www.gossamer-threads.com/lists/rt/users/80746

I did have a newer DBD::mysql (4.008), which I (think) I removed from 
the system, and installed 4.004:

root at rt:~# locate mysql.pm | xargs grep "\$VERSION ="
/usr/lib/perl5/site_perl/5.10.0/i486-linux-thread-multi/DBD/mysql.pm:$VERSION 
= '4.004';
/usr/lib/perl5/site_perl/5.10.0/i486-linux-thread-multi/Bundle/DBD/mysql.pm:$VERSION 
= '4.004';
/usr/lib/perl5/site_perl/5.10.0/DBIx/DBSchema/DBD/mysql.pm:$VERSION = 
'0.06';

However, after downgrading/restarting apache I still get the blank 
pages/segfault.

Some more info about the system in question:
Kernel: 2.6.27.7-smp
Distro: Slackware 12.2.0
Apache: Server version: Apache/2.2.10 (Unix), Server built:   Oct 22 
2008 17:54:27
Mod Perl: 2.0.4

Can anyone shed some light on this?

Thanks,
Richard



From eliezer.chavez at gmail.com  Thu Jan 22 14:34:37 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Thu, 22 Jan 2009 15:04:37 -0430
Subject: [rt-users] RT Login Page with SSL
Message-ID: <66d635aa0901221134sb35240fr3d03bd4c43d0a442@mail.gmail.com>

Pals

How can i do to only use SSL in login page? I mean, i want my hole rt in
http but the login/password page in https

Best Regards for all!

-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From kflowers at latticesemi.com  Thu Jan 22 15:55:22 2009
From: kflowers at latticesemi.com (Kim Flowers (Mr.))
Date: Thu, 22 Jan 2009 12:55:22 -0800
Subject: [rt-users] Slow RT 3.8.2 GUI through SPARC/Solaris Firefox 3?
Message-ID: <4978DD3A.4030504@latticesemi.com>

Has anyone else had performance issues using the RT (3.8.2)
GUI through the Firefox 3.x browser running on SPARC/Solaris?

Some of our users have reported that they have extreme
performance issues with this configuration (>30 secs waiting
for a ticket page redraw). We thought it might be a network
issue (they are accessing the RT site remotely), but they
have no problems using either Firefox 2.x or Firefox on
Linux (2.x or 3.x).

-- 
Kim Flowers (Mr.)
Sr. CAD Engineer
Lattice Semiconductor Corp.
kim.flowers at latticesemi.com
503-268-8135


From sysadmin at neotec.com.pa  Thu Jan 22 15:52:17 2009
From: sysadmin at neotec.com.pa (=?ISO-8859-1?Q?Guido_G=F3mez?=)
Date: Thu, 22 Jan 2009 15:52:17 -0500
Subject: [rt-users]  Problem with PDF attachments
References: b903f7540901211655x5edd1b66j908580b7859132ea@mail.gmail.com
Message-ID: <4978DC81.1030803@neotec.com.pa>

Yes, I missed the schema changes.

I have to admit that I no longer have the backup made before the 
upgrade.  So, I applied the schema changes on current database.  
Everything is working correctly now.  The only side effects are that pdf 
attached between the upgrade and the schema patch still cannot be seen, 
and that non-English characters of messages from the same period are not 
being display correctly.  But these are minor issues.

Thank you very much Emmanuel and Racke

-- 
-----------------------------------------------------------------------
Guido Gabriel G?mez Medina
NEO TEC, S.A.
Gerente de Desarrollo
Tel?fono +507 2614401
Fax      +507 2610741
www.neotec.com.pa
-----------------------------------------------------------------------



From joseph85750 at yahoo.com  Thu Jan 22 16:15:18 2009
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 22 Jan 2009 13:15:18 -0800 (PST)
Subject: [rt-users] Slow RT 3.8.2 GUI through SPARC/Solaris Firefox 3?
In-Reply-To: <4978DD3A.4030504@latticesemi.com>
Message-ID: <204044.10372.qm@web30308.mail.mud.yahoo.com>


--- On Thu, 1/22/09, Kim Flowers (Mr.) <kflowers at latticesemi.com> wrote:

> From: Kim Flowers (Mr.) <kflowers at latticesemi.com>
> Subject: [rt-users] Slow RT 3.8.2 GUI through SPARC/Solaris Firefox 3?
> To: rt-users at lists.bestpractical.com
> Date: Thursday, January 22, 2009, 1:55 PM
> Has anyone else had performance issues using the RT (3.8.2)
> GUI through the Firefox 3.x browser running on
> SPARC/Solaris?
> 

Yes, actually.  I've seen the same thing.  Firefox3 seems to have some issues with various types of pages, particularly pages with background images.  There are a few threads on the firefox forums about this, with no good resolution other than running a little 'pre-surfing' script:

javascript:(function(){var%20e=document.getElementsByTagName('body')[0].setAttribute('style','background-image:none;');})()

This might help, even though it's a pain to do every time.  The odd thing about the problem is that it's not very predictable.  Some people on beefy systems have the problem, but other people on sub-optimal systems have no problems.




      


From jpierce at cambridgeenergyalliance.org  Thu Jan 22 18:09:06 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Jan 2009 18:09:06 -0500
Subject: [rt-users] One-time cc address storage
Message-ID: <be7163f0901221509v4259f1f9hac7ac0ff9588678@mail.gmail.com>

Is there a (easy) way to edit the one-time cc addresses associated
with a ticket?
My users frequently mistype addresses, and these remain in the set of offered
checkboxes, even when a correction has been added. And then, occasionally,
someone'll accidentally click the typo'd address to boot.

(Occurrences of this could be cut down with
http://rt3.fsck.com/Ticket/Display.html?id=12816)

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


From falcone at bestpractical.com  Thu Jan 22 18:44:49 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 22 Jan 2009 18:44:49 -0500
Subject: [rt-users] One-time cc address storage
In-Reply-To: <be7163f0901221509v4259f1f9hac7ac0ff9588678@mail.gmail.com>
References: <be7163f0901221509v4259f1f9hac7ac0ff9588678@mail.gmail.com>
Message-ID: <BB02CB72-88F5-4C15-A815-F8BCEA42DF53@bestpractical.com>


On Jan 22, 2009, at 6:09 PM, Jerrad Pierce wrote:

> Is there a (easy) way to edit the one-time cc addresses associated
> with a ticket?
> My users frequently mistype addresses, and these remain in the set  
> of offered
> checkboxes, even when a correction has been added. And then,  
> occasionally,
> someone'll accidentally click the typo'd address to boot.

RT actually walks all the addresses in the history to build that, so
trimming the list would require a code change (see  
Ticket::TransactionAddresses)

> (Occurrences of this could be cut down with
> http://rt3.fsck.com/Ticket/Display.html?id=12816)

See my comments about that.  I'd be surprised if it
didn't work in 3.8.1+ since I spent a bunch of time
fixing between 3.8.0 and 3.8.1.  However, it could
still stand patches to improve it.  It was an accidental
feature I didn't even know about before I fixed it.

-kevin




From jpierce at cambridgeenergyalliance.org  Thu Jan 22 19:04:52 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Jan 2009 19:04:52 -0500
Subject: [rt-users] One-time cc address storage
In-Reply-To: <BB02CB72-88F5-4C15-A815-F8BCEA42DF53@bestpractical.com>
References: <be7163f0901221509v4259f1f9hac7ac0ff9588678@mail.gmail.com>
	<BB02CB72-88F5-4C15-A815-F8BCEA42DF53@bestpractical.com>
Message-ID: <be7163f0901221604s205e4a34s2fd7560f6868ea52@mail.gmail.com>

On Thu, Jan 22, 2009 at 18:44, Kevin Falcone <falcone at bestpractical.com> wrote:
>> Is there a (easy) way to edit the one-time cc addresses associated
>> with a ticket?
>> My users frequently mistype addresses, and these remain in the set
>> of offered
>> checkboxes, even when a correction has been added. And then,
>> occasionally,
>> someone'll accidentally click the typo'd address to boot.
>
> RT actually walks all the addresses in the history to build that, so
> trimming the list would require a code change (see
> Ticket::TransactionAddresses)
Bummer. Thanks though.

>> (Occurrences of this could be cut down with
>> http://rt3.fsck.com/Ticket/Display.html?id=12816)
>
> See my comments about that.  I'd be surprised if it
> didn't work in 3.8.1+ since I spent a bunch of time
> fixing between 3.8.0 and 3.8.1.  However, it could
> still stand patches to improve it.  It was an accidental
> feature I didn't even know about before I fixed it.
I'm running 3.8.1 now (.0 when that was posted), and
trying to verify now, but no joy. Looks like it might be
.2 only? I'm using a local user as a cc name and it's
not showing up in the ticket history (let alone arriving).

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


From falcone at bestpractical.com  Thu Jan 22 20:07:01 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 22 Jan 2009 20:07:01 -0500
Subject: [rt-users] One-time cc address storage
In-Reply-To: <be7163f0901221604s205e4a34s2fd7560f6868ea52@mail.gmail.com>
References: <be7163f0901221509v4259f1f9hac7ac0ff9588678@mail.gmail.com>
	<BB02CB72-88F5-4C15-A815-F8BCEA42DF53@bestpractical.com>
	<be7163f0901221604s205e4a34s2fd7560f6868ea52@mail.gmail.com>
Message-ID: <87D00AA3-FC63-4863-AD29-F78C9020C230@bestpractical.com>


On Jan 22, 2009, at 7:04 PM, Jerrad Pierce wrote:

>>> (Occurrences of this could be cut down with
>>> http://rt3.fsck.com/Ticket/Display.html?id=12816)
>>
>> See my comments about that.  I'd be surprised if it
>> didn't work in 3.8.1+ since I spent a bunch of time
>> fixing between 3.8.0 and 3.8.1.  However, it could
>> still stand patches to improve it.  It was an accidental
>> feature I didn't even know about before I fixed it.
> I'm running 3.8.1 now (.0 when that was posted), and
> trying to verify now, but no joy. Looks like it might be
> .2 only? I'm using a local user as a cc name and it's
> not showing up in the ticket history (let alone arriving).

Depending on your workflow, you may need to swap an
Email::Address->parse with an RT::EmailParse->ParseEmailAddress
somewhere.

-kevin


From henders254 at gmail.com  Thu Jan 22 21:28:57 2009
From: henders254 at gmail.com (Chris Henderson)
Date: Fri, 23 Jan 2009 13:28:57 +1100
Subject: [rt-users] Error creating ticket: DBD::mysql::st execute failed
Message-ID: <d4ee74cf0901221828u3217cbe5x3406a30fea09da0e@mail.gmail.com>

I'm getting this error while creating tickets: DBD::mysql::st execute
failed: MySQL server has gone away at
/usr/lib/perl5/site_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71.

I have removed rt-3.6.6 & dropped the mysql database and installed
rt-3.8.2 (compiled from source). I can log on to rt web interface,
create unew users etc. but as soon as I want to create a ticket I get
this error. mysql 5.0 is running. There is nothing in my
/var/log/mysqld.log log.

Thanks for any suggestions.


From elacour at easter-eggs.com  Fri Jan 23 02:30:14 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 08:30:14 +0100
Subject: [rt-users] Apache segmentation faults with RT 3.8.2
In-Reply-To: <4978C4DD.7050906@unixboxen.net>
References: <4978C4DD.7050906@unixboxen.net>
Message-ID: <20090123073013.GA3763@easter-eggs.com>

On Thu, Jan 22, 2009 at 11:11:25AM -0800, Richard Jacobsen wrote:
> Hello everyone,
> 
> I get blank pages where I have to clear the cookie or restart my browser 
> to access RT again when using RT (Bulk Update RT, clicking browser back 
> button).  These blank pages are logged as a segmentation fault (11) in 
> apache's error log.  I've searched the archives and I came up with a 
> reference to a buggy version of DBD::mysql which seems to describe the 
> exact problem:
> 
> http://www.gossamer-threads.com/lists/rt/users/80746
> 
> I did have a newer DBD::mysql (4.008), which I (think) I removed from 
> the system, and installed 4.004:
> 

You would better use the latest (4.010), works fine here.



From elacour at easter-eggs.com  Fri Jan 23 02:32:26 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 08:32:26 +0100
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <66d635aa0901221134sb35240fr3d03bd4c43d0a442@mail.gmail.com>
References: <66d635aa0901221134sb35240fr3d03bd4c43d0a442@mail.gmail.com>
Message-ID: <20090123073225.GB3763@easter-eggs.com>

On Thu, Jan 22, 2009 at 03:04:37PM -0430, Eliezer E Ch?vez wrote:
> Pals
> 
> How can i do to only use SSL in login page? I mean, i want my hole rt in
> http but the login/password page in https
> 

Use some kind of mod_rewrite rules in your apache configuration to
force redirection in https for root path.



From elacour at easter-eggs.com  Fri Jan 23 02:34:11 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 08:34:11 +0100
Subject: [rt-users] Problem with PDF attachments
In-Reply-To: <4978DC81.1030803@neotec.com.pa>
References: <4978DC81.1030803@neotec.com.pa>
Message-ID: <20090123073411.GC3763@easter-eggs.com>

On Thu, Jan 22, 2009 at 03:52:17PM -0500, Guido G?mez wrote:
> Yes, I missed the schema changes.
> 
> I have to admit that I no longer have the backup made before the 
> upgrade.  So, I applied the schema changes on current database.  
> Everything is working correctly now.  The only side effects are that pdf 
> attached between the upgrade and the schema patch still cannot be seen, 
> and that non-English characters of messages from the same period are not 
> being display correctly.  But these are minor issues.
> 

yes and there is no easy way to recover those corrupted datas. THought
in some days everyone would forgot those datas ;)

> Thank you very much Emmanuel and Racke
> 

You're welcome :)



From torsten.brumm at Kuehne-Nagel.com  Fri Jan 23 04:03:14 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 23 Jan 2009 10:03:14 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 / Apache
	2.2.3 /FastCGI
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C99186@w3hamboex11.ger.win.int.kn>

Hi RT Users and MySQL Gurus,
since some days i have several times the day many queries like this:

Id: 1174494 User: rt_user Host: 10.61.2.98:59549 Db: rt3 Time: 190
Command: Query State: Copying to tmp table

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') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR
     (Groups_3.Domain = 'RT::System-Role'))
  ORDER BY main.Name ASC

table       |type    |possible_keys       |key         | ken_len|ref     |  rows|
1           |SIMPLE  |Groups_3            |range       |PRIMARY,|Groups1 |    67|Using where; Using index; Using temporary; Using filesort
1           |SIMPLE  |CachedGroupMembers_2|ref         |DisGrouM|DisGrouM|     5|Using where; Using index
1           |SIMPLE  |main                |eq_ref      |PRIMARY,|PRIMARY |     4|
1           |SIMPLE  |ACL_4               |range       |    ACL1|ACL1    |    54|Using where; Using index; Distinct
1           |SIMPLE  |Principals_1        |eq_ref      | PRIMARY|PRIMARY |     4|Using where; Distinct

At this moment i can't figure out why this query is running, who is starting this and how to fix this. All this Queries running around 200sec.

Any ideas where to start?

Thanks

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





From torsten.brumm at Kuehne-Nagel.com  Fri Jan 23 04:18:15 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 23 Jan 2009 10:18:15 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /
	Apache2.2.3 /FastCGI
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C99186@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB039401C99186@w3hamboex11.ger.win.int.kn>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C9919D@w3hamboex11.ger.win.int.kn>

Hi Together,
ok i found the cause of this long queries, it's the Bulk Update Page...

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 Ham MI-ID, Torsten Brumm
Gesendet: Freitag, 23. Januar 2009 10:03
An: rt-users
Betreff: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 / Apache2.2.3 /FastCGI

Hi RT Users and MySQL Gurus,
since some days i have several times the day many queries like this:

Id: 1174494 User: rt_user Host: 10.61.2.98:59549 Db: rt3 Time: 190
Command: Query State: Copying to tmp table

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') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR
     (Groups_3.Domain = 'RT::System-Role'))
  ORDER BY main.Name ASC

table       |type    |possible_keys       |key         | ken_len|ref     |  rows|
1           |SIMPLE  |Groups_3            |range       |PRIMARY,|Groups1 |    67|Using where; Using index; Using temporary; Using filesort
1           |SIMPLE  |CachedGroupMembers_2|ref         |DisGrouM|DisGrouM|     5|Using where; Using index
1           |SIMPLE  |main                |eq_ref      |PRIMARY,|PRIMARY |     4|
1           |SIMPLE  |ACL_4               |range       |    ACL1|ACL1    |    54|Using where; Using index; Distinct
1           |SIMPLE  |Principals_1        |eq_ref      | PRIMARY|PRIMARY |     4|Using where; Distinct

At this moment i can't figure out why this query is running, who is starting this and how to fix this. All this Queries running around 200sec.

Any ideas where to start?

Thanks

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



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

Community help: http://wiki.bestpractical.com Commercial support: 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 hanane.ourdani at gmail.com  Fri Jan 23 07:04:50 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Fri, 23 Jan 2009 12:04:50 +0000
Subject: [rt-users] ActivityReports
Message-ID: <d779e32a0901230404h3f139a1cga111f94599dd3f35@mail.gmail.com>

Hi all,

Hope find some one  who use Activity Reports Extension, i don't understand
why if i chose for example a date between 2009-01-22 & 2009-01-23 it doesn't
show all activities for date 2009-01-23 it just show 2 or 3 activities,  and
why i have a number of tickets closed in activity summary different of what
i have in resolution statistics, and how Average resolution time per ticket
does calculated.

thank you,
-------------- next part --------------
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From torsten.brumm at Kuehne-Nagel.com  Fri Jan 23 08:35:45 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 23 Jan 2009 14:35:45 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /
	Apache2.2.3 /FastCGI
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C99186@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB039401C99186@w3hamboex11.ger.win.int.kn>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C99319@w3hamboex11.ger.win.int.kn>

Hi Together,
it's me again. Has anyone a idea why this query starts on each BulkUpdate Page? I have just fired up this query in query browser and the result is a big list of 1255 Users, mixed priviledged and unpriviledged users, not all user of our DB are listed and i also cross checked, also users are included which have NEVER created a ticket in the queue i started the bulk update (also have no rights here).

I'm a little lost in space at this moment, any ideas?

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 Ham MI-ID, Torsten Brumm
Gesendet: Freitag, 23. Januar 2009 10:03
An: rt-users
Betreff: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 / Apache2.2.3 /FastCGI

Hi RT Users and MySQL Gurus,
since some days i have several times the day many queries like this:

Id: 1174494 User: rt_user Host: 10.61.2.98:59549 Db: rt3 Time: 190
Command: Query State: Copying to tmp table

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') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR
     (Groups_3.Domain = 'RT::System-Role'))
  ORDER BY main.Name ASC

table       |type    |possible_keys       |key         | ken_len|ref     |  rows|
1           |SIMPLE  |Groups_3            |range       |PRIMARY,|Groups1 |    67|Using where; Using index; Using temporary; Using filesort
1           |SIMPLE  |CachedGroupMembers_2|ref         |DisGrouM|DisGrouM|     5|Using where; Using index
1           |SIMPLE  |main                |eq_ref      |PRIMARY,|PRIMARY |     4|
1           |SIMPLE  |ACL_4               |range       |    ACL1|ACL1    |    54|Using where; Using index; Distinct
1           |SIMPLE  |Principals_1        |eq_ref      | PRIMARY|PRIMARY |     4|Using where; Distinct

At this moment i can't figure out why this query is running, who is starting this and how to fix this. All this Queries running around 200sec.

Any ideas where to start?

Thanks

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



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

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


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



From elacour at easter-eggs.com  Fri Jan 23 08:50:34 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 14:50:34 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 /	MySQL 5.0.67 /
	Apache2.2.3 /FastCGI
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C99319@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB039401C99186@w3hamboex11.ger.win.int.kn>
	<16426EA38D57E74CB1DE5A6AE1DB039401C99319@w3hamboex11.ger.win.int.kn>
Message-ID: <20090123135033.GF8818@easter-eggs.com>

On Fri, Jan 23, 2009 at 02:35:45PM +0100, Ham MI-ID, Torsten Brumm wrote:
> Hi Together,
> it's me again. Has anyone a idea why this query starts on each
> BulkUpdate Page? I have just fired up this query in query browser and
> the result is a big list of 1255 Users, mixed priviledged and
> unpriviledged users, not all user of our DB are listed and i also
> cross checked, also users are included which have NEVER created a
> ticket in the queue i started the bulk update (also have no rights
> here).
> 
> I'm a little lost in space at this moment, any ideas?
> 

Because somewhere in your ACLs they gain OwnTicket right?



From torsten.brumm at Kuehne-Nagel.com  Fri Jan 23 08:55:21 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 23 Jan 2009 14:55:21 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 /	MySQL 5.0.67 /Apache2.2.3
	/FastCGI
In-Reply-To: <20090123135033.GF8818@easter-eggs.com>
References: <16426EA38D57E74CB1DE5A6AE1DB039401C99186@w3hamboex11.ger.win.int.kn><16426EA38D57E74CB1DE5A6AE1DB039401C99319@w3hamboex11.ger.win.int.kn>
	<20090123135033.GF8818@easter-eggs.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>

Hi Emmanuel,
just for my understanding: If they have somewhere the right to own ticket and i do a bulk update only in one queue where only 5 people have own ticket rights, all the users will be queried? 

How can i easily check if they (especially the unpriviledged users) have own ticket rights?

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 Emmanuel Lacour
Gesendet: Freitag, 23. Januar 2009 14:51
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI

On Fri, Jan 23, 2009 at 02:35:45PM +0100, Ham MI-ID, Torsten Brumm wrote:
> Hi Together,
> it's me again. Has anyone a idea why this query starts on each 
> BulkUpdate Page? I have just fired up this query in query browser and 
> the result is a big list of 1255 Users, mixed priviledged and 
> unpriviledged users, not all user of our DB are listed and i also 
> cross checked, also users are included which have NEVER created a 
> ticket in the queue i started the bulk update (also have no rights 
> here).
> 
> I'm a little lost in space at this moment, any ideas?
> 

Because somewhere in your ACLs they gain OwnTicket right?

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

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


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



From elacour at easter-eggs.com  Fri Jan 23 09:24:40 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 15:24:40 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 /	MySQL 5.0.67 /Apache2.2.3
	/FastCGI
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>
References: <20090123135033.GF8818@easter-eggs.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>
Message-ID: <20090123142439.GJ8818@easter-eggs.com>

On Fri, Jan 23, 2009 at 02:55:21PM +0100, Ham MI-ID, Torsten Brumm wrote:
> Hi Emmanuel,
> just for my understanding: If they have somewhere the right to own
> ticket and i do a bulk update only in one queue where only 5 people
> have own ticket rights, all the users will be queried? 
> 
> How can i easily check if they (especially the unpriviledged users) have own ticket rights?
> 

you can use bulk update on a search result involving more than one
queue. And so in Search/Bulk.html, no queue is passed to
Elements/SelectOwner, and so all people that can own ticket are
displayed.


maybe we can try to get the list of queues from search result and pass
it to SelectOwner to reduce the list... but maybe gt of this list will
slow down Bulk.html to much ??? I need to try this.




From eliezer.chavez at gmail.com  Fri Jan 23 09:27:41 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Fri, 23 Jan 2009 09:57:41 -0430
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <20090123073225.GB3763@easter-eggs.com>
References: <66d635aa0901221134sb35240fr3d03bd4c43d0a442@mail.gmail.com>
	<20090123073225.GB3763@easter-eggs.com>
Message-ID: <66d635aa0901230627v6276db0bl55dd7244c6493016@mail.gmail.com>

But after the login, the page will return to http?

Regards

On Fri, Jan 23, 2009 at 3:02 AM, Emmanuel Lacour <elacour at easter-eggs.com>wrote:

> On Thu, Jan 22, 2009 at 03:04:37PM -0430, Eliezer E Ch?vez wrote:
> > Pals
> >
> > How can i do to only use SSL in login page? I mean, i want my hole rt in
> > http but the login/password page in https
> >
>
> Use some kind of mod_rewrite rules in your apache configuration to
> force redirection in https for root path.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From elacour at easter-eggs.com  Fri Jan 23 09:32:23 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 15:32:23 +0100
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <66d635aa0901230627v6276db0bl55dd7244c6493016@mail.gmail.com>
References: <66d635aa0901221134sb35240fr3d03bd4c43d0a442@mail.gmail.com>
	<20090123073225.GB3763@easter-eggs.com>
	<66d635aa0901230627v6276db0bl55dd7244c6493016@mail.gmail.com>
Message-ID: <20090123143221.GK8818@easter-eggs.com>

On Fri, Jan 23, 2009 at 09:57:41AM -0430, Eliezer E Ch?vez wrote:
> But after the login, the page will return to http?
> 

humm, no because it's the same url :(

you can also modify the login page to do the POST using https, but that
doesn't solve this.

sure it's possible, but that will need more modifications I think and I
don't have yet enough time to find which :/

or ... use full https for you're RT ;)



From elacour at easter-eggs.com  Fri Jan 23 09:37:17 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 15:37:17 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 /	MySQL 5.0.67 /Apache2.2.3
	/FastCGI
In-Reply-To: <20090123142439.GJ8818@easter-eggs.com>
References: <20090123135033.GF8818@easter-eggs.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>
	<20090123142439.GJ8818@easter-eggs.com>
Message-ID: <20090123143717.GL8818@easter-eggs.com>

On Fri, Jan 23, 2009 at 03:24:40PM +0100, Emmanuel Lacour wrote:
> On Fri, Jan 23, 2009 at 02:55:21PM +0100, Ham MI-ID, Torsten Brumm wrote:
> > Hi Emmanuel,
> > just for my understanding: If they have somewhere the right to own
> > ticket and i do a bulk update only in one queue where only 5 people
> > have own ticket rights, all the users will be queried? 
> > 
> > How can i easily check if they (especially the unpriviledged users) have own ticket rights?
> > 
> 
> you can use bulk update on a search result involving more than one
> queue. And so in Search/Bulk.html, no queue is passed to
> Elements/SelectOwner, and so all people that can own ticket are
> displayed.
> 
> 
> maybe we can try to get the list of queues from search result and pass
> it to SelectOwner to reduce the list... but maybe gt of this list will
> slow down Bulk.html to much ??? I need to try this.
> 

There is already (in 3.8 at least) a $seen_queues in Bulk.html that
contains the list of QueuesObj of all the ticket results. But it's not
sent to SelectOwner. Maybe because it's possible to change tickets in
other queues and so it's better to show owners of all accessible queues,
not only those from the ticket result.

But ... we can probably reduce the list of owners to those corresponding
to the list of queues displayed in Elements/SelectQueues instead of all
Owners of the RT system.



From elacour at easter-eggs.com  Fri Jan 23 09:44:51 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 15:44:51 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 /	MySQL 5.0.67 /Apache2.2.3
	/FastCGI
In-Reply-To: <20090123143717.GL8818@easter-eggs.com>
References: <20090123135033.GF8818@easter-eggs.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>
	<20090123142439.GJ8818@easter-eggs.com>
	<20090123143717.GL8818@easter-eggs.com>
Message-ID: <20090123144450.GN8818@easter-eggs.com>

On Fri, Jan 23, 2009 at 03:37:17PM +0100, Emmanuel Lacour wrote:
> 
> But ... we can probably reduce the list of owners to those corresponding
> to the list of queues displayed in Elements/SelectQueues instead of all
> Owners of the RT system.
> 

humm I'm a bit busy now, I open a bug for you to try to enhance this on
rt3.fsck.com.



From eliezer.chavez at gmail.com  Fri Jan 23 09:53:01 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Fri, 23 Jan 2009 10:23:01 -0430
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <20090123143221.GK8818@easter-eggs.com>
References: <66d635aa0901221134sb35240fr3d03bd4c43d0a442@mail.gmail.com>
	<20090123073225.GB3763@easter-eggs.com>
	<66d635aa0901230627v6276db0bl55dd7244c6493016@mail.gmail.com>
	<20090123143221.GK8818@easter-eggs.com>
Message-ID: <66d635aa0901230653k653c3a86m55dd42faf3d79b62@mail.gmail.com>

I have found this, but i'm not sure how to apply in my 3.8.2 installation...

#
# rt-3.4.4-ForceHTTPSLogin.patch
#
# Warning: this patch is under devel, barely tested!!!
#
# * 2005.01.06 Paulo Matos <paulo.matos at fct.unl.pt>
# - Redirect to https when credentials are not found;
# - Redirect to http when credentials are found;
# - Changed cookiename removing SERVER_PORT.
#
diff -uNr rt-3.4.4.orig/html/autohandler rt-3.4.4/html/autohandler
--- rt-3.4.4.orig/html/autohandler	2005-02-01 14:20:40.000000000 +0000
+++ rt-3.4.4/html/autohandler	2006-01-06 03:51:29.000000000 +0000
@@ -72,6 +72,11 @@

 $m->comp('/Elements/SetupSessionCookie', %ARGS);

+# check credentials and HTTPS, if so redirect to HTTP
+if ($session{'CurrentUser'} && $session{'CurrentUser'}->Id && $ENV{'HTTPS'}) {
+    $m->redirect('http://'.$ENV{SERVER_NAME}.$ENV{REQUEST_URI});
+}
+
 unless ($session{'CurrentUser'} && $session{'CurrentUser'}->Id) {
     $session{'CurrentUser'} = RT::CurrentUser->new();
 }
@@ -218,6 +223,10 @@

 # If we have no credentials
 else {
+    # check if we are in HTTPS mode
+    if (! $ENV{'HTTPS'} ) {
+         $m->redirect('https://'.$ENV{SERVER_NAME}.$ENV{REQUEST_URI});
+    }
     $m->comp('/Elements/Login', %ARGS);
     $m->abort();
 }
diff -uNr rt-3.4.4.orig/html/Elements/SetupSessionCookie
rt-3.4.4/html/Elements/SetupSessionCookie
--- rt-3.4.4.orig/html/Elements/SetupSessionCookie	2005-04-18
02:44:50.000000000 +0100
+++ rt-3.4.4/html/Elements/SetupSessionCookie	2006-01-06
03:51:46.000000000 +0000
@@ -47,7 +47,9 @@
 return if $m->is_subrequest; # avoid reentrancy, as suggested by masonbook

 my %cookies = CGI::Cookie->fetch();
-my $cookiename = "RT_SID_".$RT::rtname.".".$ENV{'SERVER_PORT'};
+# removed SERVER_PORT from cookie name so it can be valid on HTTP and HTTPS
+#my $cookiename = "RT_SID_".$RT::rtname.".".$ENV{'SERVER_PORT'};
+my $cookiename = "RT_SID_".$RT::rtname.".".'0000';
 my %backends = (
     mysql	=> 'Apache::Session::MySQL',
     Pg		=> 'Apache::Session::Postgres',


Regards,

On Fri, Jan 23, 2009 at 10:02 AM, Emmanuel Lacour
<elacour at easter-eggs.com>wrote:

> On Fri, Jan 23, 2009 at 09:57:41AM -0430, Eliezer E Ch?vez wrote:
> > But after the login, the page will return to http?
> >
>
> humm, no because it's the same url :(
>
> you can also modify the login page to do the POST using https, but that
> doesn't solve this.
>
> sure it's possible, but that will need more modifications I think and I
> don't have yet enough time to find which :/
>
> or ... use full https for you're RT ;)
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From torsten.brumm at googlemail.com  Fri Jan 23 10:01:13 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 23 Jan 2009 16:01:13 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3
	/FastCGI
In-Reply-To: <20090123144450.GN8818@easter-eggs.com>
References: <20090123135033.GF8818@easter-eggs.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>
	<20090123142439.GJ8818@easter-eggs.com>
	<20090123143717.GL8818@easter-eggs.com>
	<20090123144450.GN8818@easter-eggs.com>
Message-ID: <bdbd084b0901230701u3aab38eap241edbc17ff581ab@mail.gmail.com>

Hi Emmanuel,
now back home and try on monday. so it is coming form the SelectOwner
Dropdown? I remember some years ago something similar at the querybuilder
page and i think jesse fixed this by replacing the dropdown with a normal
textbox...will try it out and keep you up2date.

Have a nice weekend

Torsten

2009/1/23 Emmanuel Lacour <elacour at easter-eggs.com>

> On Fri, Jan 23, 2009 at 03:37:17PM +0100, Emmanuel Lacour wrote:
> >
> > But ... we can probably reduce the list of owners to those corresponding
> > to the list of queues displayed in Elements/SelectQueues instead of all
> > Owners of the RT system.
> >
>
> humm I'm a bit busy now, I open a bug for you to try to enhance this on
> rt3.fsck.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 jmoseley at corp.xanadoo.com  Fri Jan 23 10:02:06 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 23 Jan 2009 09:02:06 -0600
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <66d635aa0901230653k653c3a86m55dd42faf3d79b62@mail.gmail.com>
Message-ID: <OF269E3F97.7BE2593A-ON86257547.00527631-86257547.00529601@corp.xanadoo.com>

The easiest thing for you to do is have the entire site in SSL.  Is there a
particular reason you only want the login credentials passed using secure
sockets layer?


James Moseley




From eliezer.chavez at gmail.com  Fri Jan 23 10:05:10 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Fri, 23 Jan 2009 10:35:10 -0430
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <OF269E3F97.7BE2593A-ON86257547.00527631-86257547.00529601@corp.xanadoo.com>
References: <66d635aa0901230653k653c3a86m55dd42faf3d79b62@mail.gmail.com>
	<OF269E3F97.7BE2593A-ON86257547.00527631-86257547.00529601@corp.xanadoo.com>
Message-ID: <66d635aa0901230705n59d1d2a3qe4da41e36be57a55@mail.gmail.com>

CPU Time, with ssl i'm going to expend so much machine resources...

Regards,

On Fri, Jan 23, 2009 at 10:32 AM, <jmoseley at corp.xanadoo.com> wrote:

> The easiest thing for you to do is have the entire site in SSL.  Is there a
> particular reason you only want the login credentials passed using secure
> sockets layer?
>
>
> James Moseley
>
>
>


-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From elacour at easter-eggs.com  Fri Jan 23 10:13:37 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 16:13:37 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 /	MySQL 5.0.67 /Apache2.2.3
	/FastCGI
In-Reply-To: <bdbd084b0901230701u3aab38eap241edbc17ff581ab@mail.gmail.com>
References: <20090123135033.GF8818@easter-eggs.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>
	<20090123142439.GJ8818@easter-eggs.com>
	<20090123143717.GL8818@easter-eggs.com>
	<20090123144450.GN8818@easter-eggs.com>
	<bdbd084b0901230701u3aab38eap241edbc17ff581ab@mail.gmail.com>
Message-ID: <20090123151335.GP8818@easter-eggs.com>

On Fri, Jan 23, 2009 at 04:01:13PM +0100, Torsten Brumm wrote:
> Hi Emmanuel,
> now back home and try on monday. so it is coming form the SelectOwner
> Dropdown? I remember some years ago something similar at the querybuilder
> page and i think jesse fixed this by replacing the dropdown with a normal
> textbox...will try it out and keep you up2date.
> 

just for my information how many users have you in the dropdown owner
list on Bulk.html ?

> Have a nice weekend
> 

You too :)



From sturner at MIT.EDU  Fri Jan 23 10:39:31 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 23 Jan 2009 10:39:31 -0500
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <66d635aa0901230705n59d1d2a3qe4da41e36be57a55@mail.gmail.com>
References: <66d635aa0901230653k653c3a86m55dd42faf3d79b62@mail.gmail.com>
	<OF269E3F97.7BE2593A-ON86257547.00527631-86257547.00529601@corp.xanadoo.com>
	<66d635aa0901230705n59d1d2a3qe4da41e36be57a55@mail.gmail.com>
Message-ID: <op.un7u35qp5pzi6r@mockingbird.mit.edu>

On Fri, 23 Jan 2009 10:05:10 -0500, Eliezer E Ch?vez  
<eliezer.chavez at gmail.com> wrote:

> CPU Time, with ssl i'm going to expend so much machine resources...

I think that's very unlikely. If SSL is going to bring your machine to its  
knees, then you probably haven't enough power to run RT anyway, or much of  
anything else. Why not try with all SSL and see how it goes? If it's slow,  
try without SSL and compare.

Good luck,
Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From ktm at rice.edu  Fri Jan 23 10:56:35 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 23 Jan 2009 09:56:35 -0600
Subject: [rt-users] Problem with Reports in RT 3.8.2 with PostgreSQL backend
Message-ID: <20090123155634.GK1961@it.is.rice.edu>

Dear RT Users,

We are testing RT 3.8.2 using a PostgreSQL 8.3 backend and
the Tools/Reports does not work properly. The problem is that
the GROUP BY does not use one or more of the SELECT columns.
Here is the error in the logs:

Jan 23 08:41:31 rtx RT: DBD::Pg::st execute failed:

ERROR:  column "users_2.name" must appear in the GROUP BY clause or be used in an aggregate function (/usr/site/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)  
Jan 23 08:41:31 rt1 RT: RT::Handle=HASH(0xa88faec) couldn't execute the query

'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )  WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '27' AND main.Resolved < '2009-01-23 20:41:30' AND main.Resolved > '2009-01-01 12:00:00') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY Users_1.Name '

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(0xa88faec)', 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Ticket...') 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(0xb01e234)') called at /usr/site/rt-3.8/DEV/bin/../lib/RT/Tickets_Overlay.pm line 2672   RT::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xb01e23...

If the column used to GROUP BY is changed to the selected column
Users_2.Name instead of Users_1.Name the query works as expected.
It looks like it may be a problem with DBIx::SearchBuilder, but I
wanted to check here before posting a CPAN bug report. Any help
would be appreciated.

Cheers,
Ken Marshall


From eliezer.chavez at gmail.com  Fri Jan 23 10:59:21 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Fri, 23 Jan 2009 11:29:21 -0430
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <op.un7u35qp5pzi6r@mockingbird.mit.edu>
References: <66d635aa0901230653k653c3a86m55dd42faf3d79b62@mail.gmail.com>
	<OF269E3F97.7BE2593A-ON86257547.00527631-86257547.00529601@corp.xanadoo.com>
	<66d635aa0901230705n59d1d2a3qe4da41e36be57a55@mail.gmail.com>
	<op.un7u35qp5pzi6r@mockingbird.mit.edu>
Message-ID: <66d635aa0901230759m65817a7cr526bf9299ca7a97f@mail.gmail.com>

KK Steve,

I'll give a try

I have

System Configuration: Sun Microsystems  sun4u Sun Fire V240
System clock frequency: 167 MHZ
Memory size: 8GB

==================================== CPUs
====================================
               E$          CPU                    CPU
CPU  Freq      Size        Implementation         Mask    Status
Location
---  --------  ----------  ---------------------  -----   ------
--------
0    1503 MHz  1MB         SUNW,UltraSPARC-IIIi    3.4    on-line     MB/P0
1    1503 MHz  1MB         SUNW,UltraSPARC-IIIi    3.4    on-line     MB/P1

I think i have enough power for now... later i'm going to migrate to this
machine:

System Configuration:  Sun Microsystems  sun4v SPARC Enterprise T5120
Memory size: 32640 Megabytes

========================= CPUs
===============================================

                            CPU                 CPU
Location     CPU   Freq     Implementation      Mask
------------ ----- -------- ------------------- -----
MB/CMP0/P0   0     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P1   1     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P2   2     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P3   3     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P4   4     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P5   5     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P6   6     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P7   7     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P8   8     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P9   9     1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P10  10    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P11  11    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P12  12    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P13  13    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P14  14    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P15  15    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P16  16    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P17  17    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P18  18    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P19  19    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P20  20    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P21  21    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P22  22    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P23  23    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P24  24    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P25  25    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P26  26    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P27  27    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P28  28    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P29  29    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P30  30    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P31  31    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P32  32    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P33  33    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P34  34    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P35  35    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P36  36    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P37  37    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P38  38    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P39  39    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P40  40    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P41  41    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P42  42    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P43  43    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P44  44    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P45  45    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P46  46    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P47  47    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P48  48    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P49  49    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P50  50    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P51  51    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P52  52    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P53  53    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P54  54    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P55  55    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P56  56    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P57  57    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P58  58    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P59  59    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P60  60    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P61  61    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P62  62    1167 MHz SUNW,UltraSPARC-T2
MB/CMP0/P63  63    1167 MHz SUNW,UltraSPARC-T2

But i'm scrooge with resources... hehehehe


Regards!


On Fri, Jan 23, 2009 at 11:09 AM, Stephen Turner <sturner at mit.edu> wrote:

> On Fri, 23 Jan 2009 10:05:10 -0500, Eliezer E Ch?vez <
> eliezer.chavez at gmail.com> wrote:
>
>  CPU Time, with ssl i'm going to expend so much machine resources...
>>
>
> I think that's very unlikely. If SSL is going to bring your machine to its
> knees, then you probably haven't enough power to run RT anyway, or much of
> anything else. Why not try with all SSL and see how it goes? If it's slow,
> try without SSL and compare.
>
> Good luck,
> Steve
>
> --
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
>



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From ktm at rice.edu  Fri Jan 23 11:04:10 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 23 Jan 2009 10:04:10 -0600
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <66d635aa0901230759m65817a7cr526bf9299ca7a97f@mail.gmail.com>
References: <66d635aa0901230653k653c3a86m55dd42faf3d79b62@mail.gmail.com>
	<OF269E3F97.7BE2593A-ON86257547.00527631-86257547.00529601@corp.xanadoo.com>
	<66d635aa0901230705n59d1d2a3qe4da41e36be57a55@mail.gmail.com>
	<op.un7u35qp5pzi6r@mockingbird.mit.edu>
	<66d635aa0901230759m65817a7cr526bf9299ca7a97f@mail.gmail.com>
Message-ID: <20090123160410.GL1961@it.is.rice.edu>

On Fri, Jan 23, 2009 at 11:29:21AM -0430, Eliezer E Ch?vez wrote:
> KK Steve,
> 
> I'll give a try
> 
> I have
...

One thing that can help is to enable compression, while is takes
some CPU resources, it decreases the amount of data sent over
the network and therefore needs to be encrypted.

Cheers,
Ken


From bertignac at gmail.com  Fri Jan 23 12:27:50 2009
From: bertignac at gmail.com (L B)
Date: Fri, 23 Jan 2009 18:27:50 +0100
Subject: [rt-users] Search result display problems
Message-ID: <da03fe3e0901230927l199df2fo68b05e083417cf64@mail.gmail.com>

Hello all,

 RT 3.6.6 (but same on RT 3.8.2)

 I have a RT with 10 queues, many tickets on each queue. One of the
user has access to one queue only. When he searches for all the RT,
let's say with a search of id > 1, the results are displayed on many
many pages, with different number of results on each : sometimes none,
sometimes 3, sometimes 14 etc. And the number showing the number of
results is the total number of RT (of all queues), and not the total
number of RT the user should see.

Is it a bug ?

If I do the search with id > 1 and queue=QUEUE1, the correct number of
result is displayed and the page navigation is correct.

As a workaround, how can I create a search saying "id > 1 and in all
the queues I have the right to see ?" In fact, the search that is done
by the "Quick search" portlet...

Or maybe have you another idea ?

Thanks !
-- 
L.B.


From kemcho12345 at yahoo.com  Fri Jan 23 12:40:34 2009
From: kemcho12345 at yahoo.com (kem cho)
Date: Fri, 23 Jan 2009 09:40:34 -0800 (PST)
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3
	/FastCGI
In-Reply-To: <bdbd084b0901230701u3aab38eap241edbc17ff581ab@mail.gmail.com>
Message-ID: <159978.34163.qm@web52506.mail.re2.yahoo.com>

Do you know which file controls this drop down box? "...replacing the dropdown with a normal textbox..."
?
I?am having?exactly the same problem, but?cannot find which file / code is controlling this. 
?
Thanks for your help.?


--- On Fri, 1/23/09, Torsten Brumm <torsten.brumm at googlemail.com> wrote:

From: Torsten Brumm <torsten.brumm at googlemail.com>
Subject: Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI
To: "Emmanuel Lacour" <elacour at easter-eggs.com>
Cc: rt-users at lists.bestpractical.com
Date: Friday, January 23, 2009, 9:01 AM


Hi Emmanuel,
now back home and try on monday. so it is coming form the SelectOwner Dropdown? I remember some years ago something similar at the querybuilder page and i think jesse fixed this by replacing the dropdown with a normal textbox...will try it out and keep you up2date.

Have a nice weekend

Torsten 


2009/1/23 Emmanuel Lacour <elacour at easter-eggs.com>


On Fri, Jan 23, 2009 at 03:37:17PM +0100, Emmanuel Lacour wrote:
>
> But ... we can probably reduce the list of owners to those corresponding
> to the list of queues displayed in Elements/SelectQueues instead of all
> Owners of the RT system.
>

humm I'm a bit busy now, I open a bug for you to try to enhance this on
rt3.fsck.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
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: 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 elacour at easter-eggs.com  Fri Jan 23 12:51:45 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 23 Jan 2009 18:51:45 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 /	MySQL 5.0.67 /Apache2.2.3
	/FastCGI
In-Reply-To: <159978.34163.qm@web52506.mail.re2.yahoo.com>
References: <bdbd084b0901230701u3aab38eap241edbc17ff581ab@mail.gmail.com>
	<159978.34163.qm@web52506.mail.re2.yahoo.com>
Message-ID: <20090123175144.GT8818@easter-eggs.com>

On Fri, Jan 23, 2009 at 09:40:34AM -0800, kem cho wrote:
> Do you know which file controls this drop down box? "...replacing the dropdown with a normal textbox..."
> ?
> I?am having?exactly the same problem, but?cannot find which file / code is controlling this. 
> ?

share/html/Search/Bulk.html, replace the line with /Elements/SelectOwner
with a text input field using the same name.



From jtollerton at zoominternet.net  Fri Jan 23 13:12:30 2009
From: jtollerton at zoominternet.net (Jon Tollerton)
Date: Fri, 23 Jan 2009 13:12:30 -0500
Subject: [rt-users] help with text attachments
Message-ID: <497A088E.7070408@zoominternet.net>

I really need to force plain text attachments to be added to emails as 
attachments and not inline.  I've found a few places in the code that 
seemed like they'd be helpful, but I have not been able to find where 
the document actually gets added to the email.  If I have to live with 
all plain text files being treated this way, that's fine.  I'm emailing 
essentially pem format ssl certificates as text files with specific file 
names and some email clients don't display the file name or they 
reformat the file, breaking the file integrity.  We've been sending the 
attachments separately, outside of RT, which kneecaps us a bit later.

Thanks,
-Jon


From richard at unixboxen.net  Fri Jan 23 14:10:17 2009
From: richard at unixboxen.net (Richard Jacobsen)
Date: Fri, 23 Jan 2009 11:10:17 -0800
Subject: [rt-users] Apache segmentation faults with RT 3.8.2
In-Reply-To: <20090123073013.GA3763@easter-eggs.com>
References: <4978C4DD.7050906@unixboxen.net>
	<20090123073013.GA3763@easter-eggs.com>
Message-ID: <497A1619.6080708@unixboxen.net>

Hi Emmanuel,

Just tried 4.010 via cpan, restarted apache, same error.

Any ideas on getting some more debugging information on what's causing 
the segfault?

Richard

Emmanuel Lacour wrote:
> On Thu, Jan 22, 2009 at 11:11:25AM -0800, Richard Jacobsen wrote:
>   
>> Hello everyone,
>>
>> I get blank pages where I have to clear the cookie or restart my browser 
>> to access RT again when using RT (Bulk Update RT, clicking browser back 
>> button).  These blank pages are logged as a segmentation fault (11) in 
>> apache's error log.  I've searched the archives and I came up with a 
>> reference to a buggy version of DBD::mysql which seems to describe the 
>> exact problem:
>>
>> http://www.gossamer-threads.com/lists/rt/users/80746
>>
>> I did have a newer DBD::mysql (4.008), which I (think) I removed from 
>> the system, and installed 4.004:
>>
>>     
>
> You would better use the latest (4.010), works fine here.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From jesse at bestpractical.com  Fri Jan 23 14:32:12 2009
From: jesse at bestpractical.com (Lawrence Auster)
Date: Fri, 23 Jan 2009 20:32:12 +0100
Subject: [rt-users] Is Israel a Democracy? -- The problem with
 intellectually insecure whites -- Should Christians Support Israeli
 Terrorism in Gaza?
Message-ID: <20090123193223.HFMP128.aarprv06.charter.net@ixgqg>

The Jewish State of Israel has no constitution, nor does it name its borders. Israel's hidden constitution is Judaism. Israel's undeclared borders range from the Nile to the Euphrates rivers. Israel's desired jurisdiction extends over the entire Earth.

It could not be more clear that the Jewish State follows a foreign policy which obeys Jewish Law as iterated in the Hebrew Bible, the Talmud, Maimonedes, the Cabalah, and the many commentaries and refinements of same. The Jews are genociding the native inhabitants of Palestine, just as their religion advises, and because
their religion teaches them to do so. They treat non-Jews as if non-humans, just as their religion requires them to do. They make perpetual war on every nation on Earth, just as their genocidal Jewish God has instructed.

The Jews of Israel are simply being Jews. Jews are an existential threat to the human race.

Israel contains one third of the Jews of the World. It is not some aberration of the Jewish spirit, but the condensation and concentration of the perverse Jewish mentality, which malady also pervades the remaining two thirds of Jewry, who almost unanimously support the Jewish State, and who certainly do unanimously support
the Jewish People and its consistent and constant crimes against the human race. Israel is Jewry and the danger of Israel is the danger of the Jewish People to all others, as the Jews have demonstrated each and every day of their existence.

The Jews, the entire Jewish People of 15 million, will not relent until they have wiped out all non-Jews in "Greater Israel". They will not stop destroying all other cultures, nations, religions, ethnicities, races, competition, etc. until they are either stopped, or succeed in their ancient quest to destroy the human race.

What Israel is doing is not some reaction to outside forces, nor was the formation of Israel a response to the Holocaust. Israel is simply following the plan laid out in the Jews' religious texts. The Jews have openly planned to take Palestine and genocide the native population of Palestine for some 2,500 years before the
Holocaust. The Jews have openly complained that "anti-Semitism" is a threat that gives them the right to genocide the Palestinians, not merely since the advent of Nazism, but for some 2,500 years.

The Jewish religion is the Constitution of the Jewish State of Israel, and, to a greater or lesser extent, the constitution of the nature of every Jew alive. The borders of Israel are the range the Jew roams over the entire World. The perverse Jewish mentality is inbred by a Jew's exposure to his parents and to his community. Judaism
passes in the spit and slobber of Jewish mother telling her Jewish child that he is a "Jew", as much as Judaism passes in the poison and pain of a Talmudic tractate. The secular Jews did not suddenly come to life after the Enlightenment and the Jewish Reformation a body of vampires that appeared ex nihilo, in vacuo, mostly
atheistical and undetached from formally practiced Judaism. Judaism is the Jew. It is a mindset that transcends and supercedes religion. It is a belief set, a way of life, a perception of one's self and one's relation to the World that makes a Jew, a Jew, and a danger to all of humanity.

In fact, the religious shell of Judaism is like the stretched and infected skin of a lycanthropic pustule. When you lance it to cure the infection, the virus only becomes more contagious and spills directly on the non-Jew.

The secular Jew is a deliberate product of the hyper-religious Jew, a monster created out of the hewed corpses of the fanatically religious Jew, a Golem which is conjured up to enter the World of the non-Jew and poison its blood, and boil its brain with a rabid lunacy that bites and spreads, until the infected community feeds on
itself and fills the fields with rotting bloating bodies, where once human beings tilled the soil and tended to their families. The religious Jew created the secular Jew as an army of Esthers who seduce with open thighs, broad smiles, and a Siren call that lures in the non-Jew to cast his skull upon the jagged rocks and color the seas
with his blood, sickened and blinded by the venereal disease of Judaism in secular form.

Israel is not a secular democracy. It is a religious mockery. It is a rabid bat flying to the ends of the Earth, to end the Earth. No one will be free nor safe until the disease is quarantined and dies out.

Source: http://www.ziopedia.org/articles/israel/how_can_israel_claim_to_be_a_%27democracy%27_when_it_has_no_constitution_nor_borders?/`

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

The problem with intellectually insecure whites
By Kevin MacDonald
January 19, 2009

America will soon have a white minority. This is a much desired state of affairs for the hostile elites who hold political power and shape public opinion. But it certainly creates some management issues ? at least in the long run. After all, it?s difficult to come up with an historical example of a nation with a solid ethnic majority (90%
white in 1950) that has voluntarily decided to cede political and cultural power. Such transformations are typically accomplished by military invasions, great battles, and untold suffering.

And it?s not as if everyone is doing it. Only Western nations view their own demographic and cultural eclipse as a moral imperative. Indeed, as I have noted previously, it is striking that racial nationalism has triumphed in Israel at the same time that the Jewish intellectual and political movements and the organized Jewish
community have been the most active and effective force for a non-white America. Indeed, a poll in 2008 found that Avigdor Lieberman was the second most popular politician in Israel. Lieberman has advocated expulsion of Arabs from Israel and has declared himself a follower of Vladimir Jabotinsky, the leading pioneer of racial
Zionism. The most popular politician in the poll was Benjamin Netanyahu ? another admirer of Jabotinsky. Prime Minister Ehud Olmert and Foreign Minister Tzipi Livni are also Jabotinskyists.

The racial Zionists are now carrying out yet another orgy of mass murder after a starvation-inducing blockade and the usual triggering assault designed to provoke Palestinian retaliation ? which then becomes the cover for claims that Israel is merely defending itself against terrorism. This monstrosity was approved by
overwhelming majorities of both Houses of Congress. The craven Bush administration did its part by abstaining from a UN resolution designed by the US Secretary of State as a result of a personal appeal by the Israeli Prime Minister. This is yet another accomplishment of the Israel Lobby, but one they would rather not have
discussed in public. People might get the impression that the Lobby really does dictate US foreign policy in the Mideast. Obviously, such thoughts are only entertained by anti-Semites.

But I digress.

In managing the eclipse of white America, one strategy of the mainstream media is to simply ignore the issue. Christopher Donovan  (?For the media, the less whites think about their coming minority status, the better?) has noted that the media, and in particular, the New York Times, are quite uninterested in doing stories that
discuss what white people think about this state of affairs.

It?s not surprising that the New York Times ? the Jewish-owned flagship of anti-white, pro-multicultural media ? ignores the issue. The issue is also missing from so-called conservative media even though one would think that conservatives would find the eclipse of white America to be an important issue. Certainly, their audiences
would find it interesting.

Now we have an article ?The End of White America? written by Hua Hsu, an Assistant Professor of English at Vassar College. The article is a rather depressing display of what passes for intellectual discourse on the most important question confronting white people in America.

Hsu begins by quoting a passage in F. Scott Fitzgerald?s The Great Gatsby in which a character, Tom Buchanan, states: ?Have you read The Rise of the Colored Empires by this man Goddard?? ? Well, it?s a fine book, and everybody ought to read it. The idea is if we don?t look out the white race will be?will be utterly submerged.
It?s all scientific stuff; it?s been proved.?

Buchanan?s comment is a thinly veiled reference to Lothrop Stoddard?s The Rising Tide of Color which Hsu describes as ?rationalized hatred? presented in a scholarly, gentlemanly, and scientific tone. (This wording that will certainly help him when he comes up for tenure.) As Hsu notes, Stoddard had a doctorate from Harvard
and was a member of many academic associations. His book was published by a major publisher. It was therefore ?precisely the kind of book that a 1920s man of Buchanan?s profile ? wealthy, Ivy League?educated, at once pretentious and intellectually insecure ? might have been expected to bring up in casual conversation.?

Let?s ponder that a bit. The simple reality is that in the year 2009 an Ivy League-educated person, "at once pretentious and intellectually insecure,"  would just as glibly assert the same sort of nonsense as Hsu. To wit:

The coming white minority does not mean that the racial hierarchy of American culture will suddenly become inverted, as in 1995?s White Man?s Burden, an awful thought experiment of a film, starring John Travolta, that envisions an upside-down world in which whites are subjugated to their high-class black oppressors. There will
be dislocations and resentments along the way, but the demographic shifts of the next 40 years are likely to reduce the power of racial hierarchies over everyone?s lives, producing a culture that?s more likely than any before to treat its inhabitants as individuals, rather than members of a caste or identity group.

The fact is that no one can say for certain what multicultural America without a white majority will be like. There is no scientific or historical basis for claims like ?the demographic shifts of the next 40 years are likely to reduce the power of racial hierarchies over everyone?s lives, producing a culture that?s more likely than any before
to treat its inhabitants as individuals, rather than members of a caste or identity group.?

Indeed, there is no evidence at all that we are proceeding to a color blind future. The election results continue to show that white people are coalescing in the Republican Party, while the Democrats are increasingly the party of a non-white soon-to-be majority.

Is it so hard to believe that when this coalition achieves a majority that it will further compromise the interests of whites far beyond contemporary concerns such as immigration policy and affirmative action? Hsu anticipates a colorblind world, but affirmative action means that blacks and other minorities are certainly not treated as
individuals. And it means that whites ? especially white males ? are losing out on opportunities they would have had without these policies and without the massive non-white immigration of the last few decades.

Given the intractability of changing intelligence and other traits required for success in the contemporary economy, it is unlikely that 40 more years of affirmative action will attain the outcomes desired by the minority lobbies. Indeed, in Obama's America, blacks are rioting in Oakland over perceived racial injustices, and from 2002
?2007, black juvenile homicide victims increased 31%, while black juvenile homicide perpetrators increased 43%. Hence,  the reasonable outlook is for a continuing need for affirmative action and for racial activism in these groups, even after whites become a minority.

Whites will also lose out because of large-scale importation of relatively talented immigrants from East Asia. Indeed, as I noted over a decade ago, "The United States is well on the road to being dominated by an Asian technocratic elite and a Jewish business, professional, and media elite."

Hsu shows that there already is considerable anxiety among whites about the future. An advertizing executive says, ?I think white people feel like they?re under siege right now ? like it?s not okay to be white right now, especially if you?re a white male. ... People are stressed out about it. ?We used to be in control! We?re losing
control?? Another says, "There?s a lot of fear and a lot of resentment."

It's hard to see why these feelings won't increase in the future.

A huge problem for white people is lack of intellectual and cultural confidence. Hsu quotes Christian (Stuff White People Like) Lander saying, "I get it: as a straight white male, I?m the worst thing on Earth." A professor comments that for his students "to be white is to be culturally broke. The classic thing white students say when
you ask them to talk about who they are is, ?I don?t have a culture.? They might be privileged, they might be loaded socioeconomically, but they feel bankrupt when it comes to culture ? They feel disadvantaged, and they feel marginalized."

This lack of cultural confidence is no accident. For nearly 100 years whites have been subjected to a culture of critique emanating from the most prestigious academic and media institutions. And, as Hsu points out, the most vibrant and influential aspect of American popular culture is hip-hop?a product of the African American
urban culture.

The only significant group of white people with any cultural confidence centers itself around country music, NASCAR, and the small town values of traditional white America. For this group of whites ? and only this group ? there is  "a racial pride that dares not speak its name, and that defines itself through cultural cues instead?a
suspicion of intellectual elites and city dwellers, a preference for folksiness and plainness of speech (whether real or feigned), and the association of a working-class white minority with 'the real America.'?

This is what I term implicit whiteness ? implicit because explicit assertions of white identity have been banned by the anti-white elites that dominate our politics and culture. It is a culture that, as Hsu notes, "cannot speak its name."

But that implies that the submerged white identity of the white working class and the lack of cultural confidence exhibited by the rest of white America are imposed from outside. Although there may well be characteristics of whites that facilitate this process, this suppression of white identity and interests is certainly not the natural
outcome of modernization or any other force internal to whites as a people. In my opinion, it is the result of the successful erection of a culture of critique in the West dominated by Jewish intellectual and political movements.

The result is that educated, intellectually insecure white people these days are far more likely to believe in the utopian future described by Hsu than in hard and cautious thinking about what the future might have in store for them.

It's worth dwelling a bit on the intellectual insecurity of the whites who mindlessly utter the mantras of multiculturalism that they have soaked up from the school system and from the media. Most people do not have much confidence in their intellectual ability and look to elite opinion to shape their beliefs. As I noted elsewhere,

A critical component of the success of the culture of critique is that it achieved control of the most prestigious and influential institutions of the West, and it became a consensus among the elites, Jewish and non-Jewish alike. Once this happened, it is not surprising that this culture became widely accepted among people of very
different levels of education and among people of different social classes.

Most people are quite insecure about their intellectual ability. But they know that the professors at Harvard, and the editorial page of the New York Times and the Washington Post, and even conservative commentators like Rush Limbaugh and Sean Hannity are all on page when it comes to racial and ethnic issues. This is a
formidable array, to the point that you almost have to be a crank to dissent from this consensus.

I think one of the greatest triumphs of the left has been to get people to believe that people who assert white identity and interests or who make unflattering portrayals of organized Jewish movements are morally degenerate, stupid, and perhaps psychiatrically disturbed. Obviously, all of these adjectives designate low status.

The reality is that the multicultural emperor has no clothes and, because of its support for racial Zionism and the racialism of ethnic minorities in America, it is massively hypocritical to boot. The New York Times, the academic left, and the faux conservatives that dominate elite discourse on race and ethnicity are intellectually
bankrupt and can only remain in power by ruthlessly suppressing or ignoring the scientific findings.

This is particularly a problem for college-educated whites. Like Fitzgerald's Tom Buchanan, such people have a strong need to feel that their ideas are respectable and part of the mainstream. But the respectable mainstream gives them absolutely nothing with which to validate themselves except perhaps the idea that the world
will be a better place when people like them no longer have power. Hsu quotes the pathetic Christian Lander: "?Like, I?m aware of all the horrible crimes that my demographic has done in the world. ... And there?s a bunch of white people who are desperate ? desperate ? to say, ?You know what? My skin?s white, but I?m not one
of the white people who?s destroying the world.??

As a zombie leftist during the 1960s and 1970s, I know what that feeling of desperation is like ? what it's like to be a self-hating white. We must get to the point where college-educated whites proudly and confidently say they are white and that they do not want to become a minority in America.

This reminds me of the recent docudrama Milk, which depicts the life of gay activist Harvey Milk. Milk is sure be nominated for an Oscar as Best Picture because it lovingly illustrates a triumph of the cultural left. But is has an important message that should resonate with the millions of whites who have been deprived of their
confidence and their culture: Be explicit. Just as Harvey Milk advocated being openly gay even in the face of dire consequences, whites need to tell their family and their friends that they have an identity as a white person and believe that whites have legitimate interests as white people. They must accept the consequences
when they are harassed, fired from their jobs, or put in prison for such beliefs. They must run for political office as openly pro-white.

Milk shows that homosexuals were fired from their jobs and arrested for congregating in public. Now it's the Southern Poverty Law Center and the rest of the leftist intellectual and political establishment that harasses and attempts to get people fired. But it's the same situation with the roles reversed. No revolution was ever
accomplished without some martyrs. The revolution that restores the legitimacy of white identity and the legitimacy of white interests will be no exception.

But it is a revolution that is absolutely necessary. The white majority is foolish indeed to entrust its future to a utopian hope that racial and ethnic identifications will disappear and that they won?t continue to influence public policy in ways that compromise the interests of whites.

It does not take an overactive imagination to see that coalitions of minority groups could compromise the interests of formerly dominant whites. We already see numerous examples in which coalitions of minority groups attempt to influence public policy, including immigration policy, against the interests of the whites. Placing
ourselves in a position of vulnerability would be extremely risky, given the deep sense of historical grievance fostered by many ethnic activists and organized ethnic lobbies.

This is especially the case with Jews. Jewish organisations have been unanimous in condemning Western societies, Western traditions, and Christianity, for past crimes against Jews. Similar sentiments are typical of a great many African Americans and Latinos, and especially among the ethnic activists from these groups. The
?God damn America? sermon by President Obama's pastor comes to mind as a recent notorious example.

The precedent of the early decades of the Soviet Union should give pause to anyone who believes that surrendering ethnic hegemony does not carry risks. The Bolshevik revolution had a pronounced ethnic angle: To a very great extent, Jews and other non-Russians ruled over the Russian people, with disastrous
consequences for the Russians and other ethnic groups that were not able to become part of the power structure. Jews formed a hostile elite within this power structure ? as they will in the future white-minority America; Jews were ?Stalin?s willing executioners.?

Two passages from my review of Yuri Slezkine's The Jewish Century seem particularly appropriate here. The first passage reminds me of the many American Jews who adopt a veneer of support for leftist versions of social justice and racial tolerance while nevertheless managing to support racial Zionism and the mass murder,
torture, and incarceration of the Palestinian people in one of the largest prison systems the world has ever seen. Such people may be very different when they become a hostile elite in a white-minority America.

Many of the commentators on Jewish Bolsheviks noted the ?transformation? of Jews [after the Bolshevik Revolution]. In the words of [a] Jewish commentator, G. A. Landau, ?cruelty, sadism, and violence had seemed alien to a nation so far removed from physical activity.? And another Jewish commentator, Ia. A. Bromberg, noted
that:

the formerly oppressed lover of liberty had turned into a tyrant of  ?unheard-of-despotic arbitrariness??. The convinced and unconditional opponent of the death penalty not just for political crimes but for the most heinous offenses, who could not, as it were, watch a chicken being killed, has been transformed outwardly into a
leather-clad person with a revolver and, in fact, lost all human likeness. ...

After the Revolution, ... there was active suppression of any remnants of the older order and their descendants. ... The mass murder of peasants and nationalists was combined with the systematic exclusion of the previously existing non-Jewish middle class. The wife of a Leningrad University professor noted, ?in all the
institutions, only workers and Israelites are admitted; the life of the intelligentsia is very hard? (p. 243). Even at the end of the 1930s, prior to the Russification that accompanied World War II, ?the Russian Federation?was still doing penance for its imperial past while also serving as an example of an ethnicity-free society? (p. 276).
While all other nationalities, including Jews, were allowed and encouraged to keep their ethnic identities, the revolution remained an anti-majoritarian movement.

The difference from the Soviet Union may well be that in white-minority America it will not be workers and Israelites who are favored, but non-whites and Israelites. Whites may dream that they are entering the post-racial utopia imagined by their erstwhile intellectual superiors. But it is quite possible that they are entering into a
racial dystopia of unimaginable cruelty in which whites will be systematically excluded in favor of the new elites recruited from the soon-to-be majority. It's happened before.

Kevin MacDonald is a professor of psychology at California State University?Long Beach.

Permanent URL with hyperlinks:

http://www.theoccidentalobserver.net/articles/MacDonald-Hsu.html

-----------


Should Christians Support Israeli Terrorism in Gaza?

A timely discussion between Rev. Ted Pike and Dr. David Duke, one especially important for the Christians in our audience

http://www.davidduke.com/mp3/dukeradio090122DukeandPikeonGaza.mp3

In this vital discussion, Rev. Pike and Dr. Duke explore the Pro-Israel attitude of some Christian evangelical organizations, and why their position not only goes directly against Christian morality and decency,  but actually is directly opposite of that expressed by Christian Scriptures. Today, Many Christians are instructed that Jews
and today?s Israel has a special covenant? with God. In fact, the New Testament in the clearest of language states that the Jews ?continued not in my covenant, and I considered them not, saith the Lord.? Here?s the quote that Christians aren?t supposed to notice.:

8:10 Not according to the covenant that I made with their fathers, in the day when I took them by the hand out of the land of Egypt; because they continued not in my covenant, and I regarded them not, saith the Lord. (Hebrews 8:10)

They also don?t seem to notice that a 2000 year old Judaic war against Christianity that has been waged since time of Jesus Christ and still goes on today with the most powerful Jewish organizations attempting to destroy European and American traditions, that has even become a war on our Christmas traditions.

Dr. Duke and Ted Pike also speak about how over a hundred thousand Christian Palestinians have suffered with their families from anti-Christian Israel! Christian support of Israel has resulted in the very birthplace of Jesus Christ, go from 90 percent Palestinian Christians to 35 percent today because of Israeli terror and
occupation. They ask, ?How could any Christian in good conscience support the anti-Christian state of Israel, bombing the homes, killing and maiming, torturing and oppressing fellow Christian men, women and children??

This is a vital show for every Christian reader and listener of DavidDuke.com. Next time, you hear someone say, ?God tells us that we must support Israel? you will have the clear Christian answer that just the opposite is true!

For documentation on this be sure to read some of the well-footnoted, sample chapters of Jewish Supremacism and My Awakening.

Source :
http://www.davidduke.com/general/should-christians-support-israeli-terrorism-in-gaza_7282.html


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

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Newletter. If you wish to unsubscribe from our mailing list, please let us know by calling to 1 212 865 1284

Thanks,

Lawrence Auster,
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Contact: lawrence.auster at att.net
-------------------------------------


From jesse at bestpractical.com  Fri Jan 23 15:02:01 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Jan 2009 15:02:01 -0500
Subject: [rt-users] [ADMIN] Re:  Is I.......
In-Reply-To: <20090123193223.HFMP128.aarprv06.charter.net@ixgqg>
References: <20090123193223.HFMP128.aarprv06.charter.net@ixgqg>
Message-ID: <20090123200201.GI27414@bestpractical.com>

It looks like we have a spammer forging the sender address of list
members.  Obviously I didn't send the message this is in reply to.

(Note that nobody's email account was hacked. Email is upsettingly easy
to forge)

-Jesse


From ruslan.zakirov at gmail.com  Fri Jan 23 14:59:29 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Jan 2009 22:59:29 +0300
Subject: [rt-users] Apache segmentation faults with RT 3.8.2
In-Reply-To: <497A1619.6080708@unixboxen.net>
References: <4978C4DD.7050906@unixboxen.net>
	<20090123073013.GA3763@easter-eggs.com>
	<497A1619.6080708@unixboxen.net>
Message-ID: <589c94400901231159u2d08e353h3fd210eb2af692af@mail.gmail.com>

run apache with gdb and get a backtrace of the segfault.

On Fri, Jan 23, 2009 at 10:10 PM, Richard Jacobsen
<richard at unixboxen.net> wrote:
> Hi Emmanuel,
>
> Just tried 4.010 via cpan, restarted apache, same error.
>
> Any ideas on getting some more debugging information on what's causing
> the segfault?
>
> Richard
>
> Emmanuel Lacour wrote:
>> On Thu, Jan 22, 2009 at 11:11:25AM -0800, Richard Jacobsen wrote:
>>
>>> Hello everyone,
>>>
>>> I get blank pages where I have to clear the cookie or restart my browser
>>> to access RT again when using RT (Bulk Update RT, clicking browser back
>>> button).  These blank pages are logged as a segmentation fault (11) in
>>> apache's error log.  I've searched the archives and I came up with a
>>> reference to a buggy version of DBD::mysql which seems to describe the
>>> exact problem:
>>>
>>> http://www.gossamer-threads.com/lists/rt/users/80746
>>>
>>> I did have a newer DBD::mysql (4.008), which I (think) I removed from
>>> the system, and installed 4.004:
>>>
>>>
>>
>> You would better use the latest (4.010), works fine here.
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 matthew.seaman at thebunker.net  Fri Jan 23 15:36:27 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Fri, 23 Jan 2009 20:36:27 +0000
Subject: [rt-users] [ADMIN] Re:  Is I.......
In-Reply-To: <20090123200201.GI27414@bestpractical.com>
References: <20090123193223.HFMP128.aarprv06.charter.net@ixgqg>
	<20090123200201.GI27414@bestpractical.com>
Message-ID: <497A2A4B.9030305@thebunker.net>

Jesse Vincent wrote:
> It looks like we have a spammer forging the sender address of list
> members.  Obviously I didn't send the message this is in reply to.
> 
> (Note that nobody's email account was hacked. Email is upsettingly easy
> to forge)

There are some fairly simple measures you can take to make e-mail forgery
a much tougher proposition.  Aside from the obvious GPG signature on this
messsage, try examining the headers for the DKIM signature.  Not to mention
the TXT record for thebunker.net in the DNS.  Failure of an e-mail to pass
one or both of those measures gets it a hefty award of spam points from
SpamAssassin.  Add in a few sanity checks by your MTA on the names other
servers EHLO with (a machine connecting to you across a network should never
EHLO as localhost or with your servers own name) and Bob's your uncle.  It's
not completely foolproof, and such things need to be done with extra care
where mailing lists are concerned, but I've found it pretty effective.

	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 KFCrocker at lbl.gov  Fri Jan 23 15:59:49 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 23 Jan 2009 12:59:49 -0800
Subject: [rt-users] Question on Search values with duplicate CF content
Message-ID: <497A2FC5.9030102@lbl.gov>

To all,


	I am using "Category" to create sun-sets of a general list of values 
for a Custom Field. An example value would be "open" which would occurs 
several times in a CF due to it's inclusion under several Categories. 
When RT Query offers the CF for selection, it has "contains" as an 
option. Would the generated SQL look for "open", regardless of Custom 
Field ID? I'm hoping the answer is yes. That way it won't matter if a CF 
with categories has duplicate values, the search will still result in 
every ticket with that value. Anyone? Thanks.


Kenn
LBNL



From kemcho12345 at yahoo.com  Fri Jan 23 16:19:28 2009
From: kemcho12345 at yahoo.com (kem cho)
Date: Fri, 23 Jan 2009 13:19:28 -0800 (PST)
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3
	/FastCGI
In-Reply-To: <20090123175144.GT8818@easter-eggs.com>
Message-ID: <805851.32436.qm@web52510.mail.re2.yahoo.com>

Emmanuel,
I?also wanted to know if there is a way to edit the?query that runs when QueryBuilder page loads? (Search/Build.html) I am unable to find this, as I am not quite a perl expert.
?
This is because we?have?an issue in?RT where it displays many many users?as "Owner" in QueryBuilder page, but when I run a query from mysql prompt, it only shows me handful of users with "OwnTicket" right. Based on this, to me it feels like my data is correct, but I could be wrong, as I have been working with RT software for only a month now.
?
Thanks for your help.
?
?
?


--- On Fri, 1/23/09, Emmanuel Lacour <elacour at easter-eggs.com> wrote:

From: Emmanuel Lacour <elacour at easter-eggs.com>
Subject: Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI
To: rt-users at lists.bestpractical.com
Date: Friday, January 23, 2009, 11:51 AM

On Fri, Jan 23, 2009 at 09:40:34AM -0800, kem cho wrote:
> Do you know which file controls this drop down box? "...replacing the
dropdown with a normal textbox..."
> ?
> I?am having?exactly the same problem, but?cannot find which file / code
is controlling this. 
> ?

share/html/Search/Bulk.html, replace the line with /Elements/SelectOwner
with a text input field using the same name.

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

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


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



      
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From calvin at houstonns.com  Fri Jan 23 17:17:25 2009
From: calvin at houstonns.com (Calvin Gorriaran)
Date: Fri, 23 Jan 2009 17:17:25 -0500
Subject: [rt-users] Custom field set based on value of another custom
	field...
Message-ID: <ff69897f0901231417s3f4153fblf82ead406015ab27@mail.gmail.com>

We are looking into ways to have a script update a custom field (custom
field 2) based on the value of another custom field (custom field 1). This
would hopefully be done by using a lookup table in the database to determine
the value of custom field 2 based on the value of custom field 1. Has anyone
done something like this in RT? We are currently running version 3.8.2.


Thanks,

Cal
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From bob.micheletto at kaplan.com  Fri Jan 23 18:37:03 2009
From: bob.micheletto at kaplan.com (Bob Micheletto)
Date: Fri, 23 Jan 2009 17:37:03 -0600
Subject: [rt-users] RT 3.8.1/lighttpd problems
Message-ID: <BB866B0C5BED604094EE2525E2AFA9690ADE5F6E@EXKPCHIV1.alpha.kaplaninc.com>

Hello,

 

I've been trying to migrate an installation from RT 3.4.4 over to 3.8.1
on a new machine, and running into a bit of trouble.  The initial build
using the production database works fine.  However, 

when I make the jump to go live, and migrate to the latest copy of the
production database to the new server things go awry.  The pages load at
first, but after a short period start failing.

 

The following is a typical log entry in the lighttpd error log:

2009-01-23 15:11:09: (mod_fastcgi.c.2618) FastCGI-stderr: [Fri Jan 23
21:11:03 2009] [info]: Successful login for bmicheletto from 10.30.3.42
(/usr/local/rt3/share/html/autohandler:273)

2009-01-23 15:50:19: (mod_fastcgi.c.1768) connect failed: Connection
refused on unix:/tmp/rt-fcgi.socket-9

2009-01-23 15:50:19: (mod_fastcgi.c.2956) backend died; we'll disable it
for 5 seconds and send the request to another backend instead:
reconnects: 0 load: 1

 

Any ideas?

 

Thanks,

 

Bob Micheletto

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From adamtingle at gmail.com  Fri Jan 23 22:09:16 2009
From: adamtingle at gmail.com (Adam Tingle)
Date: Fri, 23 Jan 2009 22:09:16 -0500
Subject: [rt-users] RT 3.8.2 / Pg 8.3.5: Case-insensitive searching on
	custom fields not working?
Message-ID: <b9f8f3a70901231909l6295b266i1b94000cbc150e61@mail.gmail.com>

When I do a search for a ticket subject or content, RT queries PostgreSQL
using the ILIKE operator and returns results on case-insensitive basis.
However, when I search for a custom field, RT queries the database using the
LIKE operator and returns results on a case-sensitive basis.

I've enabled the option log_statement = 'all' in postgresql.conf and see the
following output in postgresql-8.3-main.log.

Here is sample output from a search on ticket subject:

LOG:  statement: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN
Transactions Transactions_1  ON ( Transactions_1.ObjectId = main.id ) JOIN
Attachments Attachments_2  ON ( Attachments_2.TransactionId =
Transactions_1.id )  WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND
(main.Status != 'deleted') AND ( (  ( Attachments_2.Content ILIKE
'%searchterm%' )  ) ) AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)

Here is sample output from a search on a custom field:

LOG:  statement: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN
ObjectCustomFieldValues ObjectCustomFieldValues_1  ON (
ObjectCustomFieldValues_1.CustomField = '1' ) AND (
ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND (
ObjectCustomFieldValues_1.Disabled = '0' ) AND (
ObjectCustomFieldValues_1.ObjectId = main.id )  WHERE (main.Status !=
'deleted') AND ( (  (  (  ( ObjectCustomFieldValues_1.Content LIKE
'%searchterm%' OR  (  ( ObjectCustomFieldValues_1.Content = '' OR
ObjectCustomFieldValues_1.Content IS NULL )  AND
ObjectCustomFieldValues_1.LargeContent LIKE '%searchterm%' )  )  )  )  ) )
AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)

Is this a bug or expected results? I'd really like to have case-insensitive
search on CFs.

Thanks RT!

-- 
...................
Adam Tingle
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From torsten.brumm at Kuehne-Nagel.com  Sat Jan 24 03:03:24 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 24 Jan 2009 09:03:24 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 /	MySQL 5.0.67
	/Apache2.2.3/FastCGI
In-Reply-To: <20090123151335.GP8818@easter-eggs.com>
References: <20090123135033.GF8818@easter-eggs.com><16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn><20090123142439.GJ8818@easter-eggs.com><20090123143717.GL8818@easter-eggs.com><20090123144450.GN8818@easter-eggs.com><bdbd084b0901230701u3aab38eap241edbc17ff581ab@mail.gmail.com>
	<20090123151335.GP8818@easter-eggs.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C993B0@w3hamboex11.ger.win.int.kn>

Hi Emmanuel,
just for your information, the owner drop down is really long, i didn't count all, but i scrolled down several seconds, looks like all the People from the SQL Query!

I'm going now to replace first the SelectOwner Dropdown by a text box...

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 Emmanuel Lacour
Gesendet: Freitag, 23. Januar 2009 16:14
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI

On Fri, Jan 23, 2009 at 04:01:13PM +0100, Torsten Brumm wrote:
> Hi Emmanuel,
> now back home and try on monday. so it is coming form the SelectOwner 
> Dropdown? I remember some years ago something similar at the 
> querybuilder page and i think jesse fixed this by replacing the 
> dropdown with a normal textbox...will try it out and keep you up2date.
> 

just for my information how many users have you in the dropdown owner list on Bulk.html ?

> Have a nice weekend
> 

You too :)

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

Community help: http://wiki.bestpractical.com Commercial support: 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 torsten.brumm at Kuehne-Nagel.com  Sat Jan 24 03:37:21 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 24 Jan 2009 09:37:21 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67
	/Apache2.2.3/FastCGI
In-Reply-To: <159978.34163.qm@web52506.mail.re2.yahoo.com>
References: <bdbd084b0901230701u3aab38eap241edbc17ff581ab@mail.gmail.com>
	<159978.34163.qm@web52506.mail.re2.yahoo.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C993B8@w3hamboex11.ger.win.int.kn>

Hi Kem,
make first a local copy of /rthome/share/html/Search/Bulk.html to /rthome/local/html/Search/Bulk.html
 
Then open local Bulk.html and search for: 
 
<tr><td class="label"> <&|/l&>Make Owner</&>: </td>

Then replace the Line: 
 
<td class="value"> <& /Elements/SelectOwner, Name => "Owner" &> (<input type="checkbox" class="checkbox" name="ForceOwnerChange" /> <&|/l&>Force change</&>) </td></tr>

With:
 
<td class="value"> <input name="Owner" size="20" /> (<input type="checkbox" class="checkbox" name="ForceOwnerChange" /> <&|/l&>Force change</&>) </td></tr>

 
Torsten
 
And now. my bulk update page is from 200sec down to 0,5sec !!!
 
Thanks for any hints so far
 
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



________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von kem cho
Gesendet: Freitag, 23. Januar 2009 18:41
An: torsten.brumm at googlemail.com
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI


Do you know which file controls this drop down box? "...replacing the dropdown with a normal textbox..."
 
I am having exactly the same problem, but cannot find which file / code is controlling this. 
 
Thanks for your help. 


--- On Fri, 1/23/09, Torsten Brumm <torsten.brumm at googlemail.com> wrote:


	From: Torsten Brumm <torsten.brumm at googlemail.com>
	Subject: Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI
	To: "Emmanuel Lacour" <elacour at easter-eggs.com>
	Cc: rt-users at lists.bestpractical.com
	Date: Friday, January 23, 2009, 9:01 AM
	
	
	Hi Emmanuel,
	now back home and try on monday. so it is coming form the SelectOwner Dropdown? I remember some years ago something similar at the querybuilder page and i think jesse fixed this by replacing the dropdown with a normal textbox...will try it out and keep you up2date.
	
	Have a nice weekend
	
	Torsten 
	
	
	2009/1/23 Emmanuel Lacour <elacour at easter-eggs.com>
	

		On Fri, Jan 23, 2009 at 03:37:17PM +0100, Emmanuel Lacour wrote:
		>
		> But ... we can probably reduce the list of owners to those corresponding
		> to the list of queues displayed in Elements/SelectQueues instead of all
		> Owners of the RT system.
		>
		
		
		humm I'm a bit busy now, I open a bug for you to try to enhance this on
		rt3.fsck.com <http://rt3.fsck.com/> .
		

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




	-- 
	MFG
	
	Torsten Brumm
	
	http://www.torsten-brumm.de <http://www.torsten-brumm.de/> 
	
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From torsten.brumm at Kuehne-Nagel.com  Sat Jan 24 03:43:09 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 24 Jan 2009 09:43:09 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67
	/Apache2.2.3/FastCGI
In-Reply-To: <805851.32436.qm@web52510.mail.re2.yahoo.com>
References: <20090123175144.GT8818@easter-eggs.com>
	<805851.32436.qm@web52510.mail.re2.yahoo.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C993B9@w3hamboex11.ger.win.int.kn>

Hi Kem,
 
same problem here, the querybuilder page was also slow until i got a hint from jesse:
 
Make first a local copy of /rthome/share/html/Search/Elements/PickBasics to /rthome/local/html/Search/Elements/PickBasics 
 
Replace here:
 
<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>
 
With:
 
<input name="ValueOfActor">
 
>From now QueryBuilder Page is much, much faster!

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



________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von kem cho
Gesendet: Freitag, 23. Januar 2009 22:19
An: Emmanuel Lacour
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI


Emmanuel,
I also wanted to know if there is a way to edit the query that runs when QueryBuilder page loads? (Search/Build.html) I am unable to find this, as I am not quite a perl expert.
 
This is because we have an issue in RT where it displays many many users as "Owner" in QueryBuilder page, but when I run a query from mysql prompt, it only shows me handful of users with "OwnTicket" right. Based on this, to me it feels like my data is correct, but I could be wrong, as I have been working with RT software for only a month now.
 
Thanks for your help.
 
 
 


--- On Fri, 1/23/09, Emmanuel Lacour <elacour at easter-eggs.com> wrote:


	From: Emmanuel Lacour <elacour at easter-eggs.com>
	Subject: Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI
	To: rt-users at lists.bestpractical.com
	Date: Friday, January 23, 2009, 11:51 AM
	
	
	On Fri, Jan 23, 2009 at 09:40:34AM -0800, kem cho wrote:
	> Do you know which file controls this drop down box? "...replacing the
	dropdown with a normal textbox..."
	>  
	> I am having exactly the same problem, but cannot find which file / code
	is controlling this. 
	>  
	
	share/html/Search/Bulk.html, replace the line with /Elements/SelectOwner
	with a text input field using the same name.
	
	_______________________________________________
	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
	
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	Commercial support: sales at bestpractical.com
	
	
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From torsten.brumm at Kuehne-Nagel.com  Sat Jan 24 04:37:14 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 24 Jan 2009 10:37:14 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 /	MySQL 5.0.67
	/Apache2.2.3/FastCGI
In-Reply-To: <20090123142439.GJ8818@easter-eggs.com>
References: <20090123135033.GF8818@easter-eggs.com><16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>
	<20090123142439.GJ8818@easter-eggs.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C993BB@w3hamboex11.ger.win.int.kn>

Hi Emmanuel,
just got also some information from our DBA's, they had a look (on Friday night! Wow!) to the 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') 
	AND ((ACL_4.ObjectType = 'RT::Queue') 
		OR (ACL_4.ObjectType = 'RT::System')) 
	AND ((Groups_3.Domain = 'RT::Queue-Role') 
		OR (Groups_3.Domain = 'RT::System-Role')) 
ORDER BY main.Name ASC;

And they came back with a much more faster query doing the same:

SELECT STRAIGHT_JOIN DISTINCT main.* FROM
    ACL ACL_4,
    Groups Groups_3,
    CachedGroupMembers CachedGroupMembers_2,
    Principals Principals_1,
    Users main
WHERE ((ACL_4.PrincipalType = Groups_3.Type))
    AND ((ACL_4.RightName = 'OwnTicket'))
    AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
    AND ((Groups_3.id = CachedGroupMembers_2.GroupId))
    AND ((Principals_1.Disabled = '0'))
    AND ((Principals_1.PrincipalType = 'User'))
    AND ((Principals_1.id != '1'))
    AND ((main.id = Principals_1.id))
    AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System'))
    AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.RealName ASC; 

As you can see, less JOINS/CROSS JOINS. This Query is done in a few seconds compared to the one from SearchBuilder with 200sec and more.

Possibly a starting point for the RTDB Guys to review Searchbuilder...?!? But i'm not a DBA---

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 Emmanuel Lacour
Gesendet: Freitag, 23. Januar 2009 15:25
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI

On Fri, Jan 23, 2009 at 02:55:21PM +0100, Ham MI-ID, Torsten Brumm wrote:
> Hi Emmanuel,
> just for my understanding: If they have somewhere the right to own 
> ticket and i do a bulk update only in one queue where only 5 people 
> have own ticket rights, all the users will be queried?
> 
> How can i easily check if they (especially the unpriviledged users) have own ticket rights?
> 

you can use bulk update on a search result involving more than one queue. And so in Search/Bulk.html, no queue is passed to Elements/SelectOwner, and so all people that can own ticket are displayed.


maybe we can try to get the list of queues from search result and pass it to SelectOwner to reduce the list... but maybe gt of this list will slow down Bulk.html to much ??? I need to try this.


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


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



From torsten.brumm at Kuehne-Nagel.com  Sat Jan 24 04:45:07 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 24 Jan 2009 10:45:07 +0100
Subject: [rt-users] Custom field set based on value of another
	customfield...
In-Reply-To: <ff69897f0901231417s3f4153fblf82ead406015ab27@mail.gmail.com>
References: <ff69897f0901231417s3f4153fblf82ead406015ab27@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C993BD@w3hamboex11.ger.win.int.kn>

Hi Calvin,
looking up the database is a possible, but ugly way i think. Inside the RT Wiki you will find much better solutions:
 
Custom Action:
 
Get Content from CF1: 
 
my $cf1 = $self->TicketObj->FirstCustomFieldValue('CF1Name');
 
Then compare against something if needed
 
Write Content to CF2:
 
$self->TicketObj->AddCustomFieldValue(Field => 'CF2Name', Value => $cf1, RecordTransaction => 1); (or use 0 to not record Transaction)
 
Around this you need only a Custom Condition where you check if CF Content has changed.
 
It is much cleaner i think.,
 
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



________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Calvin Gorriaran
Gesendet: Freitag, 23. Januar 2009 23:17
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] Custom field set based on value of another customfield...


We are looking into ways to have a script update a custom field (custom field 2) based on the value of another custom field (custom field 1). This would hopefully be done by using a lookup table in the database to determine the value of custom field 2 based on the value of custom field 1. Has anyone done something like this in RT? We are currently running version 3.8.2.


Thanks,

Cal


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From torsten.brumm at Kuehne-Nagel.com  Sat Jan 24 04:58:08 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 24 Jan 2009 10:58:08 +0100
Subject: [rt-users] Search result display problems
In-Reply-To: <da03fe3e0901230927l199df2fo68b05e083417cf64@mail.gmail.com>
References: <da03fe3e0901230927l199df2fo68b05e083417cf64@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C993BF@w3hamboex11.ger.win.int.kn>

Hi L.B.,
have a look: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg16513.html

Ruslan added a patch for this.

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 L B
Gesendet: Freitag, 23. Januar 2009 18:28
An: RT-Users at lists.bestpractical.com
Betreff: [rt-users] Search result display problems

Hello all,

 RT 3.6.6 (but same on RT 3.8.2)

 I have a RT with 10 queues, many tickets on each queue. One of the user has access to one queue only. When he searches for all the RT, let's say with a search of id > 1, the results are displayed on many many pages, with different number of results on each : sometimes none, sometimes 3, sometimes 14 etc. And the number showing the number of results is the total number of RT (of all queues), and not the total number of RT the user should see.

Is it a bug ?

If I do the search with id > 1 and queue=QUEUE1, the correct number of result is displayed and the page navigation is correct.

As a workaround, how can I create a search saying "id > 1 and in all the queues I have the right to see ?" In fact, the search that is done by the "Quick search" portlet...

Or maybe have you another idea ?

Thanks !
--
L.B.
_______________________________________________
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From torsten.brumm at Kuehne-Nagel.com  Sat Jan 24 05:05:43 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 24 Jan 2009 11:05:43 +0100
Subject: [rt-users] Query Builder page modification
In-Reply-To: <4977a98d.1b.5ff7.12049@olemiss.edu>
References: <4977a98d.1b.5ff7.12049@olemiss.edu>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401C993C0@w3hamboex11.ger.win.int.kn>

Hi Daksh,
read my actual mails (sent to Kem Cho), it regarding slow BulkUpdate, but also the same situation at Qb before:

same problem here, the querybuilder page was also slow until i got a hint from jesse:
 
Make first a local copy of /rthome/share/html/Search/Elements/PickBasics to /rthome/local/html/Search/Elements/PickBasics 
 
Replace here:
 
<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>
 
With:
 
<input name="ValueOfActor">
 
>From now QueryBuilder Page is much, much faster!

This was taken from RT 3.6.5 but i think you only have to replace this part:

        Value => {
            Type => 'component',
            Path => '/Elements/SelectOwner',
            Arguments => { ValueAttribute => 'Name' },
        },

I'm not sure for 3.8.x but Emmanuel mentioned a change to SelectOwner.....

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 daksh
Gesendet: Donnerstag, 22. Januar 2009 00:03
An: RT-Users at lists.bestpractical.com
Betreff: [rt-users] Query Builder page modification

Hi,
We have RT 3.8.1 running on opensuse11; mysql 5.0.51a; perl 5.10.0

When I go to QueryBuilder page (it takes over 5 minutes to load), it shows me thousands of users for a box where it
says: "Owner"

But, when I go to mysql query browser, and search table "ACL" for all users with RightName of "OwnTickets", I get very few users (about 100), which is correct.
Here is the query I run: 
SELECT * FROM `rt3`.`ACL` where RightName = 'OwnTicket';

So, how do I correct the code for QueryBuilder page? 

Is there any documentation for this, if so please guide me there, or if anyone knows how to fix this issue, please advice...
I also tried to upgrade to RT 3.8.2 on my test machine, but I got same results.

Thanks for your help.


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


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From torsten.brumm at googlemail.com  Sat Jan 24 05:23:44 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sat, 24 Jan 2009 11:23:44 +0100
Subject: [rt-users] User overview like Quick search Queue overview
In-Reply-To: <496CB70A.7010105@bremskerl.de>
References: <496CAA11.4000105@bremskerl.de>
	<20090113150700.GJ24487@easter-eggs.com>
	<496CB70A.7010105@bremskerl.de>
Message-ID: <bdbd084b0901240223ua743767x6f7e38c5466a7b5c@mail.gmail.com>

Hi Marco,
hope this is not too late, but some weeks ago i got something like this from
Erik Peterson via RT-USERS:

http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg12385.html

This is working like a charme for us.

Torsten

2009/1/13 Marco Dieckhoff <dieckhoff at bremskerl.de>

> Emmanuel Lacour schrieb:
>
>> On Tue, Jan 13, 2009 at 03:49:53PM +0100, Marco Dieckhoff wrote:
>>
>>
>>> Hi!
>>>
>>> I'm searching for a way to get an overview over my support employees
>>>  (users with global right "OwnTicket"), looking like the Quick search
>>>  overview for queues.
>>>
>>> So I can see the amount of new, opened and stalled tickets per user at a
>>>  glance. (best including the "Nobody" user)
>>>
>>> Cherry on the cake would be a link of the username to a search "new,
>>>  opened or stalled AND username=" :)
>>>
>>>
>>>
>>
>> Here I do this another way, I use Dashboards function of rt 3.8 and put
>> in a dashboard graphs for new, open, stalled and resolved ticket per
>> user. If you don't have to many users, that can be enough.
>>
>>
>
> We're already using Dashboards like this, but it's a little bit "messy".
> I'd prefer a "slim" solution showing only a little table Owner | New | Open
> | Stalled.
>
> But it looks like there is no "group by" in the built in search mechanisms,
> except for creating graphs.
>
> btw, is there a way to downsize search graph images?
>
> --
> Marco
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From torsten.brumm at googlemail.com  Sat Jan 24 05:37:26 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sat, 24 Jan 2009 11:37:26 +0100
Subject: [rt-users] Asset Tracker with RT 3.8.1 - easily linking a
	ticket to an asset?
In-Reply-To: <42B4155F-8EFA-499E-AF8F-1C88E8B47EF7@chaka.net>
References: <42B4155F-8EFA-499E-AF8F-1C88E8B47EF7@chaka.net>
Message-ID: <bdbd084b0901240237p2c2a64f4k7cbc54f266e35aeb@mail.gmail.com>

Hi Todd,
do you have already any news on this?

Torsten

2009/1/3 Todd Chapman <todd at chaka.net>

> Ruslan is working on such a feature now...
>
> Sent from my iPhone
>
> On Jan 2, 2009, at 3:27 PM, Niles, St?phane (DSS\MAS) <<Stephane.Niles at gnb.ca>
> Stephane.Niles at gnb.ca> wrote:
>
>  Hi,
>
>
>
> We've installed Asset Tracker with RT 3.8.1. We believe we installed AT
> correctly, but are not sure? There doesn't seem to be an easy way to link an
> existing ticket (or a new one for that matter) with an asset? The other way
> around is quite simple (from an Asset, I can create a ticket in a desired
> queue by selecting the queue, and clicking on "New ticket in queue").
>
>
>
> I am wondering if anyone has come up with an easy way to take an existing
> ticket and associating it with an asset? Maybe I'm missing something or
> maybe the Callbacks files are not at the right place
>
>
>
> Any help appreciated?
>
>
>
> St?phane
>
>
>
>
>
>
>
> _______________________________________________
> <http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users>
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: <http://wiki.bestpractical.com><http://wiki.bestpractical.com>
> http://wiki.bestpractical.com
> Commercial support: <sales at bestpractical.com> <sales at bestpractical.com>
> sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at <http://rtbook.bestpractical.com><http://rtbook.bestpractical.com>
> http://rtbook.bestpractical.com
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From bertignac at gmail.com  Sat Jan 24 08:29:36 2009
From: bertignac at gmail.com (L B)
Date: Sat, 24 Jan 2009 14:29:36 +0100
Subject: [rt-users] Search result display problems
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C993BF@w3hamboex11.ger.win.int.kn>
References: <da03fe3e0901230927l199df2fo68b05e083417cf64@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C993BF@w3hamboex11.ger.win.int.kn>
Message-ID: <da03fe3e0901240529q403789d6p5fee1aebae8c3501@mail.gmail.com>

It looks exactly what I need. Thanks a lot Tosten. Just wondering why
it's not in mainline ?




On Sat, Jan 24, 2009 at 10:58 AM, Ham MI-ID, Torsten Brumm
<torsten.brumm at kuehne-nagel.com> wrote:
> Hi L.B.,
> have a look: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg16513.html
>
> Ruslan added a patch for this.
>
> 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 L B
> Gesendet: Freitag, 23. Januar 2009 18:28
> An: RT-Users at lists.bestpractical.com
> Betreff: [rt-users] Search result display problems
>
> Hello all,
>
>  RT 3.6.6 (but same on RT 3.8.2)
>
>  I have a RT with 10 queues, many tickets on each queue. One of the user has access to one queue only. When he searches for all the RT, let's say with a search of id > 1, the results are displayed on many many pages, with different number of results on each : sometimes none, sometimes 3, sometimes 14 etc. And the number showing the number of results is the total number of RT (of all queues), and not the total number of RT the user should see.
>
> Is it a bug ?
>
> If I do the search with id > 1 and queue=QUEUE1, the correct number of result is displayed and the page navigation is correct.
>
> As a workaround, how can I create a search saying "id > 1 and in all the queues I have the right to see ?" In fact, the search that is done by the "Quick search" portlet...
>
> Or maybe have you another idea ?
>
> Thanks !
> --
> L.B.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>



-- 
L.B.


From mike.peachey at jennic.com  Sat Jan 24 10:27:02 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Sat, 24 Jan 2009 15:27:02 +0000
Subject: [rt-users] RT::Authen::ExternalAuth v0.08 Released
Message-ID: <497B3346.4030204@jennic.com>

I am delighted to announce the release RT::Authen::ExternalAuth v0.08.

ExternalAuth now provides you with a simple method for authenticating
your users and updating user information from external data sources such
as LDAP and MySQL as well as providing the capability to use single
sign-on cookie authentication with another web application such as your
own custom website.

All developer releases are now deprecated and unsupported; all users of
ExternalAuth with RT-3.8 should use ExternalAuth v0.08 only.

Users of RT-3.6 should consider upgrading to RT-3.8. For those who
can't, ExternalAuth v0.08 *might* work but v0.05 is the recommended
version and is still available on CPAN.

How to get it:
1. Use the tarball attached to this e-mail
2. Install via CPAN (cpan -i RT::Authen::ExternalAuth)
3. Download the tarball from CPAN:
http://www.cpan.org/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz
4. Check-out from the subversion repository using the 0.08 version tag:
http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth/tags/0.08

More information is available on the wiki:
http://wiki.bestpractical.com/view/ExternalAuth

Thank you to all those who helped test ExternalAuth to destruction and
those who provided inspiration for feature development. Special thanks
go to Kevin Falcone for his help in development.
-- 
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
__________________________________________________
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From kemcho12345 at yahoo.com  Sun Jan 25 23:24:54 2009
From: kemcho12345 at yahoo.com (kem cho)
Date: Sun, 25 Jan 2009 20:24:54 -0800 (PST)
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67
	/Apache2.2.3/FastCGI
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C993B9@w3hamboex11.ger.win.int.kn>
Message-ID: <228672.6099.qm@web52504.mail.re2.yahoo.com>

Hi Torsten,
I followed what you mention about Bulk update page and querybuilder page. It works great on old release of RT. I also have a test machine (running Fedora 9, perl 5.10, mysql 5.0), where I installed RT3.8.1
?
In RT 3.8.1, it looks like PickBasics program was modified, and it does not have the line you mention to modify. So, as a work around, I copied PickBasics file from older release of RT, and it seems to be working. Now, I do not have a drop down with the list of all RT users, it displays a text input box, which is fine (atleast the page loads in fraction of a second).
?
This week, I will work on installing RT 3.8.2 back on my test machine and see if my work around works with it.
?
I (and the users) really do appreciate your help with this...
?

--- On Sat, 1/24/09, Ham MI-ID, Torsten Brumm <torsten.brumm at Kuehne-Nagel.com> wrote:

From: Ham MI-ID, Torsten Brumm <torsten.brumm at Kuehne-Nagel.com>
Subject: AW: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI
To: kemcho12345 at yahoo.com, "Emmanuel Lacour" <elacour at easter-eggs.com>
Cc: rt-users at lists.bestpractical.com
Date: Saturday, January 24, 2009, 2:43 AM



Hi Kem,
?
same problem here, the querybuilder page was also slow until i got a hint from jesse:
?
Make first a local copy of /rthome/share/html/Search/Elements/PickBasics to /rthome/local/html/Search/Elements/PickBasics 
?
Replace here:
?
<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>
?
With:
?
<input name="ValueOfActor">
?
>From now QueryBuilder Page is much, much faster!

Torsten



K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne 



Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von kem cho
Gesendet: Freitag, 23. Januar 2009 22:19
An: Emmanuel Lacour
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI







Emmanuel,
I?also wanted to know if there is a way to edit the?query that runs when QueryBuilder page loads? (Search/Build.html) I am unable to find this, as I am not quite a perl expert.
?
This is because we?have?an issue in?RT where it displays many many users?as "Owner" in QueryBuilder page, but when I run a query from mysql prompt, it only shows me handful of users with "OwnTicket" right. Based on this, to me it feels like my data is correct, but I could be wrong, as I have been working with RT software for only a month now.
?
Thanks for your help.
?
?
?


--- On Fri, 1/23/09, Emmanuel Lacour <elacour at easter-eggs.com> wrote:

From: Emmanuel Lacour <elacour at easter-eggs.com>
Subject: Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI
To: rt-users at lists.bestpractical.com
Date: Friday, January 23, 2009, 11:51 AM

On Fri, Jan 23, 2009 at 09:40:34AM -0800, kem cho wrote:
> Do you know which file controls this drop down box? "...replacing the
dropdown with a normal textbox..."
> ?
> I?am having?exactly the same problem, but?cannot find which file / code
is controlling this. 
> ?

share/html/Search/Bulk.html, replace the line with /Elements/SelectOwner
with a text input field using the same name.

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 kemcho12345 at yahoo.com  Sun Jan 25 23:28:41 2009
From: kemcho12345 at yahoo.com (kem cho)
Date: Sun, 25 Jan 2009 20:28:41 -0800 (PST)
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67
	/Apache2.2.3/FastCGI
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C993B8@w3hamboex11.ger.win.int.kn>
Message-ID: <897825.58849.qm@web52509.mail.re2.yahoo.com>

Hi,
This works really well, even with RT 3.8.1. I will test this with 3.8.2 sometime this week, and post the results.
Thanks for your help... 

--- On Sat, 1/24/09, Ham MI-ID, Torsten Brumm <torsten.brumm at Kuehne-Nagel.com> wrote:

From: Ham MI-ID, Torsten Brumm <torsten.brumm at Kuehne-Nagel.com>
Subject: AW: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI
To: kemcho12345 at yahoo.com, torsten.brumm at googlemail.com
Cc: rt-users at lists.bestpractical.com
Date: Saturday, January 24, 2009, 2:37 AM



Hi Kem,
make first a local copy of /rthome/share/html/Search/Bulk.html to /rthome/local/html/Search/Bulk.html
?
Then open local Bulk.html and search for: 
?
<tr><td class="label"> <&|/l&>Make Owner</&>: </td>

Then replace the Line: 
?
<td class="value"> <& /Elements/SelectOwner, Name => "Owner" &> (<input type="checkbox" class="checkbox" name="ForceOwnerChange" /> <&|/l&>Force change</&>) </td></tr>

With:
?
<td class="value"> <input name="Owner" size="20" /> (<input type="checkbox" class="checkbox" name="ForceOwnerChange" /> <&|/l&>Force change</&>) </td></tr>

?
Torsten
?
And now. my bulk update page is from 200sec down to 0,5sec !!!
?
Thanks for any hints so far
?
Torsten



K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne 



Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von kem cho
Gesendet: Freitag, 23. Januar 2009 18:41
An: torsten.brumm at googlemail.com
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI







Do you know which file controls this drop down box? "...replacing the dropdown with a normal textbox..."
?
I?am having?exactly the same problem, but?cannot find which file / code is controlling this. 
?
Thanks for your help.?


--- On Fri, 1/23/09, Torsten Brumm <torsten.brumm at googlemail.com> wrote:

From: Torsten Brumm <torsten.brumm at googlemail.com>
Subject: Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI
To: "Emmanuel Lacour" <elacour at easter-eggs.com>
Cc: rt-users at lists.bestpractical.com
Date: Friday, January 23, 2009, 9:01 AM


Hi Emmanuel,
now back home and try on monday. so it is coming form the SelectOwner Dropdown? I remember some years ago something similar at the querybuilder page and i think jesse fixed this by replacing the dropdown with a normal textbox...will try it out and keep you up2date.

Have a nice weekend

Torsten 


2009/1/23 Emmanuel Lacour <elacour at easter-eggs.com>


On Fri, Jan 23, 2009 at 03:37:17PM +0100, Emmanuel Lacour wrote:
>
> But ... we can probably reduce the list of owners to those corresponding
> to the list of queues displayed in Elements/SelectQueues instead of all
> Owners of the RT system.
>

humm I'm a bit busy now, I open a bug for you to try to enhance this on
rt3.fsck.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
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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



      
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From ruslan.zakirov at gmail.com  Mon Jan 26 02:28:42 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 26 Jan 2009 10:28:42 +0300
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67
	/Apache2.2.3/FastCGI
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401C993BB@w3hamboex11.ger.win.int.kn>
References: <20090123135033.GF8818@easter-eggs.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>
	<20090123142439.GJ8818@easter-eggs.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C993BB@w3hamboex11.ger.win.int.kn>
Message-ID: <589c94400901252328ne0b0435mc17fa669515eb2d1@mail.gmail.com>

1) CROSS JOIN is equal to ","
2) STRAIGHT JOIN is workaround for mysql bugs/problems.
3) Start by complaining into mysql's bug tracker
4) There is only one thing I can do, but that will need more testing
from users and only on 3.8.


On Sat, Jan 24, 2009 at 12:37 PM, Ham MI-ID, Torsten Brumm
<torsten.brumm at kuehne-nagel.com> wrote:
> Hi Emmanuel,
> just got also some information from our DBA's, they had a look (on Friday night! Wow!) to the 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')
>        AND ((ACL_4.ObjectType = 'RT::Queue')
>                OR (ACL_4.ObjectType = 'RT::System'))
>        AND ((Groups_3.Domain = 'RT::Queue-Role')
>                OR (Groups_3.Domain = 'RT::System-Role'))
> ORDER BY main.Name ASC;
>
> And they came back with a much more faster query doing the same:
>
> SELECT STRAIGHT_JOIN DISTINCT main.* FROM
>    ACL ACL_4,
>    Groups Groups_3,
>    CachedGroupMembers CachedGroupMembers_2,
>    Principals Principals_1,
>    Users main
> WHERE ((ACL_4.PrincipalType = Groups_3.Type))
>    AND ((ACL_4.RightName = 'OwnTicket'))
>    AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
>    AND ((Groups_3.id = CachedGroupMembers_2.GroupId))
>    AND ((Principals_1.Disabled = '0'))
>    AND ((Principals_1.PrincipalType = 'User'))
>    AND ((Principals_1.id != '1'))
>    AND ((main.id = Principals_1.id))
>    AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System'))
>    AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.RealName ASC;
>
> As you can see, less JOINS/CROSS JOINS. This Query is done in a few seconds compared to the one from SearchBuilder with 200sec and more.
>
> Possibly a starting point for the RTDB Guys to review Searchbuilder...?!? But i'm not a DBA---
>
> 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 Emmanuel Lacour
> Gesendet: Freitag, 23. Januar 2009 15:25
> An: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI
>
> On Fri, Jan 23, 2009 at 02:55:21PM +0100, Ham MI-ID, Torsten Brumm wrote:
>> Hi Emmanuel,
>> just for my understanding: If they have somewhere the right to own
>> ticket and i do a bulk update only in one queue where only 5 people
>> have own ticket rights, all the users will be queried?
>>
>> How can i easily check if they (especially the unpriviledged users) have own ticket rights?
>>
>
> you can use bulk update on a search result involving more than one queue. And so in Search/Bulk.html, no queue is passed to Elements/SelectOwner, and so all people that can own ticket are displayed.
>
>
> maybe we can try to get the list of queues from search result and pass it to SelectOwner to reduce the list... but maybe gt of this list will slow down Bulk.html to much ??? I need to try this.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 torsten.brumm at googlemail.com  Mon Jan 26 02:50:36 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 26 Jan 2009 08:50:36 +0100
Subject: [rt-users] Strange,
	long running MySQL Query under RT 3.6.5 / MySQL 5.0.67
	/Apache2.2.3/FastCGI
In-Reply-To: <589c94400901252328ne0b0435mc17fa669515eb2d1@mail.gmail.com>
References: <20090123135033.GF8818@easter-eggs.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C99332@w3hamboex11.ger.win.int.kn>
	<20090123142439.GJ8818@easter-eggs.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C993BB@w3hamboex11.ger.win.int.kn>
	<589c94400901252328ne0b0435mc17fa669515eb2d1@mail.gmail.com>
Message-ID: <bdbd084b0901252350g784eb1e5j6c6f1dc13fee5755@mail.gmail.com>

Hi Ruslan,
no problem, if i can check something, let me know, i have already portet our
installation to 3.8.2 in test environment.
Torsten

2009/1/26 Ruslan Zakirov <ruslan.zakirov at gmail.com>

> 1) CROSS JOIN is equal to ","
> 2) STRAIGHT JOIN is workaround for mysql bugs/problems.
> 3) Start by complaining into mysql's bug tracker
> 4) There is only one thing I can do, but that will need more testing
> from users and only on 3.8.
>
>
> On Sat, Jan 24, 2009 at 12:37 PM, Ham MI-ID, Torsten Brumm
> <torsten.brumm at kuehne-nagel.com> wrote:
> > Hi Emmanuel,
> > just got also some information from our DBA's, they had a look (on Friday
> night! Wow!) to the 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')
> >        AND ((ACL_4.ObjectType = 'RT::Queue')
> >                OR (ACL_4.ObjectType = 'RT::System'))
> >        AND ((Groups_3.Domain = 'RT::Queue-Role')
> >                OR (Groups_3.Domain = 'RT::System-Role'))
> > ORDER BY main.Name ASC;
> >
> > And they came back with a much more faster query doing the same:
> >
> > SELECT STRAIGHT_JOIN DISTINCT main.* FROM
> >    ACL ACL_4,
> >    Groups Groups_3,
> >    CachedGroupMembers CachedGroupMembers_2,
> >    Principals Principals_1,
> >    Users main
> > WHERE ((ACL_4.PrincipalType = Groups_3.Type))
> >    AND ((ACL_4.RightName = 'OwnTicket'))
> >    AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
> >    AND ((Groups_3.id = CachedGroupMembers_2.GroupId))
> >    AND ((Principals_1.Disabled = '0'))
> >    AND ((Principals_1.PrincipalType = 'User'))
> >    AND ((Principals_1.id != '1'))
> >    AND ((main.id = Principals_1.id))
> >    AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType =
> 'RT::System'))
> >    AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain =
> 'RT::System-Role')) ORDER BY main.RealName ASC;
> >
> > As you can see, less JOINS/CROSS JOINS. This Query is done in a few
> seconds compared to the one from SearchBuilder with 200sec and more.
> >
> > Possibly a starting point for the RTDB Guys to review Searchbuilder...?!?
> But i'm not a DBA---
> >
> > 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 Emmanuel Lacour
> > Gesendet: Freitag, 23. Januar 2009 15:25
> > An: rt-users at lists.bestpractical.com
> > Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 /
> MySQL 5.0.67 /Apache2.2.3/FastCGI
> >
> > On Fri, Jan 23, 2009 at 02:55:21PM +0100, Ham MI-ID, Torsten Brumm wrote:
> >> Hi Emmanuel,
> >> just for my understanding: If they have somewhere the right to own
> >> ticket and i do a bulk update only in one queue where only 5 people
> >> have own ticket rights, all the users will be queried?
> >>
> >> How can i easily check if they (especially the unpriviledged users) have
> own ticket rights?
> >>
> >
> > you can use bulk update on a search result involving more than one queue.
> And so in Search/Bulk.html, no queue is passed to Elements/SelectOwner, and
> so all people that can own ticket are displayed.
> >
> >
> > maybe we can try to get the list of queues from search result and pass it
> to SelectOwner to reduce the list... but maybe gt of this list will slow
> down Bulk.html to much ??? I need to try this.
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
>
> --
> Best regards, Ruslan.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From mike.peachey at jennic.com  Mon Jan 26 04:25:39 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 26 Jan 2009 09:25:39 +0000
Subject: [rt-users] RT::Authen::ExternalAuth v0.08 Released
In-Reply-To: <2100343CC6E60840AE5A814BA8A09CE007672EEB@jetex001.int.cancom.de>
References: <497B3346.4030204@jennic.com>
	<2100343CC6E60840AE5A814BA8A09CE007672EEB@jetex001.int.cancom.de>
Message-ID: <497D8193.2060908@jennic.com>

Nehmer Torben wrote:
> Hello Mike,
> 
> first, let me thank you for the impressive work you are doing here with this plugin.
> 
> I have one question though:
> 
> On the list there were repeated reports of problems with users created from LDAP on one side and from the mail gateway on the other.
> 
> In our environment, both LDAP-created users and Mail Gateway Auto-created users naturally have the same E-Mail address, as we are using RT as an helpdesk system.
> 
> Now let's say, john at doe.org first submits a ticket via E-Mail. RT now creates both username and email set to this E-Mail address.
> 
> If our John Doe later on tries to log on using LDAP (f.x. by clicking one of the ticket links) using his domain account (e.g. "john"), ExternalAuth does correctly authenticate him (according to the logs) but fails to create the user:
> 
> ExternalAuth at this point tries to create a user "john" with the E-Mail address "john at doe.org", which RT refuses due to the duplicate E-Mail in the user base.
> 
> I haven't found anything in the Changelog for 0.08 which indicates that this problem is fixed. However, it is a major problem at our site, as it makes the automatic LDAP user management mostly ineffective for us.
> 
> Is there any way to solve this problem?

This is currently a high-priority issue to be addressed for v0.09. Up to
now ExternalAuth has only been concerned with managed environments in
which users would be expected to log in once via the web-interface
before use.

I will post to the list when I can advise further about the solution and
expected release.
-- 
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 bostjan.vidmar at gmail.com  Mon Jan 26 04:58:57 2009
From: bostjan.vidmar at gmail.com (Bostjan9)
Date: Mon, 26 Jan 2009 01:58:57 -0800 (PST)
Subject: [rt-users]  Tickets see right - only the owned ones
Message-ID: <21601129.post@talk.nabble.com>


Hi all,

is it possible that users can see only the tickets they own? Idea is that
the head of IT department create project(master ticket) and subtasks(child
tickets) for sub departments. Head of sub department can see all tickets in
queue of his department, but other users can only see tickets they own.

Must we create queue for each user to achive that ?

Regards, 

Bostjan


-- 
View this message in context: http://www.nabble.com/Tickets-see-right---only-the-owned-ones-tp21601129p21601129.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From roman.hochuli at nexellent.ch  Mon Jan 26 05:22:02 2009
From: roman.hochuli at nexellent.ch (Roman Hochuli)
Date: Mon, 26 Jan 2009 11:22:02 +0100
Subject: [rt-users] (no subject)
Message-ID: <497D8ECA.1010609@nexellent.ch>


-- 
Best regards,
Roman Hochuli
Operations Manager

nexellent ag
Saegereistrasse 29
CH-8152 Glattbrugg

Phone:       +41 44 562 30 40
Fax:         +41 44 562 30 41
URL:         www.nexellent.ch
X-NCC-RegID: ch.nexellent

Imagination is the one weapon in the war
against reality.
                    -- Jules de Gaultier


From roman.hochuli at nexellent.ch  Mon Jan 26 07:47:46 2009
From: roman.hochuli at nexellent.ch (Roman Hochuli)
Date: Mon, 26 Jan 2009 13:47:46 +0100
Subject: [rt-users] Unexpected logout / DB-Upgrade problem
Message-ID: <497DB0F2.5070100@nexellent.ch>

Hello All

Sorry for the empty mail earlier today. It was not planned that way. :)

We migrated our old RT installation (MySQL 3.23/RT 3.2.4) to a new
system (CentOS5/MySQL 5.0.45/RT 3.82) this weekend. One issue we hit
today seems to be rooted in a incomplete conversion of the database
schemas described here:
http://www.gossamer-threads.com/lists/rt/users/77958#77958

Apparently I did not correctly applied the output of the
etc/upgrade/upgrade-mysql-schema.pl-script.

My question: can I do this now (after all conversion) or do we have to
start over with the conversion and loose what happend in the meantime?

-- 
Best regards,
Roman Hochuli
Operations Manager

nexellent ag
Saegereistrasse 29
CH-8152 Glattbrugg

Phone:       +41 44 562 30 40
Fax:         +41 44 562 30 41
URL:         www.nexellent.ch
X-NCC-RegID: ch.nexellent

Imagination is the one weapon in the war
against reality.
                    -- Jules de Gaultier


From jesse at bestpractical.com  Mon Jan 26 08:31:41 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 Jan 2009 08:31:41 -0500
Subject: [rt-users] Unexpected logout / DB-Upgrade problem
In-Reply-To: <497DB0F2.5070100@nexellent.ch>
References: <497DB0F2.5070100@nexellent.ch>
Message-ID: <20090126133140.GO27414@bestpractical.com>




On Mon, Jan 26, 2009 at 01:47:46PM +0100, Roman Hochuli wrote:
> Hello All
> 
> Sorry for the empty mail earlier today. It was not planned that way. :)
> 
> We migrated our old RT installation (MySQL 3.23/RT 3.2.4) to a new
> system (CentOS5/MySQL 5.0.45/RT 3.82) this weekend. One issue we hit
> today seems to be rooted in a incomplete conversion of the database
> schemas described here:
> http://www.gossamer-threads.com/lists/rt/users/77958#77958
> 
> Apparently I did not correctly applied the output of the
> etc/upgrade/upgrade-mysql-schema.pl-script.
> 
> My question: can I do this now (after all conversion) or do we have to
> start over with the conversion and loose what happend in the meantime?

You can do it now, but the attachments you've received in between
upgrading to 3.8.2 and running the upgrade scripts
will get garbled and may no longer be visible.
> 
> -- 
> Best regards,
> Roman Hochuli
> Operations Manager
> 
> nexellent ag
> Saegereistrasse 29
> CH-8152 Glattbrugg
> 
> Phone:       +41 44 562 30 40
> Fax:         +41 44 562 30 41
> URL:         www.nexellent.ch
> X-NCC-RegID: ch.nexellent
> 
> Imagination is the one weapon in the war
> against reality.
>                     -- Jules de Gaultier
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From jesse at bestpractical.com  Mon Jan 26 08:57:03 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 Jan 2009 08:57:03 -0500
Subject: [rt-users] RT 3.8.1/lighttpd problems
Message-ID: <we4fcmhw3xj1yriy0cfrll9d.1232978223370@email.android.com>

Bob, perhaps you should send your lighttpd config to the list. That might give folks a bit more to go on.

-j

Bob Micheletto <bob.micheletto at kaplan.com> wrote:

>Hello,
>
> 
>
>I've been trying to migrate an installation from RT 3.4.4 over to 3.8.1
>on a new machine, and running into a bit of trouble.  The initial build
>using the production database works fine.  However, 
>
>when I make the jump to go live, and migrate to the latest copy of the
>production database to the new server things go awry.  The pages load at
>first, but after a short period start failing.
>
> 
>
>The following is a typical log entry in the lighttpd error log:
>
>2009-01-23 15:11:09: (mod_fastcgi.c.2618) FastCGI-stderr: [Fri Jan 23
>21:11:03 2009] [info]: Successful login for bmicheletto from 10.30.3.42
>(/usr/local/rt3/share/html/autohandler:273)
>
>2009-01-23 15:50:19: (mod_fastcgi.c.1768) connect failed: Connection
>refused on unix:/tmp/rt-fcgi.socket-9
>
>2009-01-23 15:50:19: (mod_fastcgi.c.2956) backend died; we'll disable it
>for 5 seconds and send the request to another backend instead:
>reconnects: 0 load: 1
>
> 
>
>Any ideas?
>
> 
>
>Thanks,
>
> 
>
>Bob Micheletto
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
-- 
Sent from my Android phone with K-9. Please excuse my brevity.

From todd at chaka.net  Mon Jan 26 09:51:44 2009
From: todd at chaka.net (Todd Chapman)
Date: Mon, 26 Jan 2009 09:51:44 -0500
Subject: [rt-users] Asset Tracker with RT 3.8.1 - easily linking a
	ticket to an asset?
In-Reply-To: <bdbd084b0901240237p2c2a64f4k7cbc54f266e35aeb@mail.gmail.com>
References: <42B4155F-8EFA-499E-AF8F-1C88E8B47EF7@chaka.net>
	<bdbd084b0901240237p2c2a64f4k7cbc54f266e35aeb@mail.gmail.com>
Message-ID: <519782dc0901260651l1aab5b7ctbe895861b60c5f58@mail.gmail.com>

Ruslan,

Weren't you working on that? Any progress?

-Todd

On Sat, Jan 24, 2009 at 5:37 AM, Torsten Brumm <torsten.brumm at googlemail.com
> wrote:

> Hi Todd,
> do you have already any news on this?
>
> Torsten
>
> 2009/1/3 Todd Chapman <todd at chaka.net>
>
> Ruslan is working on such a feature now...
>>
>> Sent from my iPhone
>>
>> On Jan 2, 2009, at 3:27 PM, Niles, St?phane (DSS\MAS) <<Stephane.Niles at gnb.ca>
>> Stephane.Niles at gnb.ca> wrote:
>>
>>  Hi,
>>
>>
>>
>> We've installed Asset Tracker with RT 3.8.1. We believe we installed AT
>> correctly, but are not sure? There doesn't seem to be an easy way to link an
>> existing ticket (or a new one for that matter) with an asset? The other way
>> around is quite simple (from an Asset, I can create a ticket in a desired
>> queue by selecting the queue, and clicking on "New ticket in queue").
>>
>>
>>
>> I am wondering if anyone has come up with an easy way to take an existing
>> ticket and associating it with an asset? Maybe I'm missing something or
>> maybe the Callbacks files are not at the right place
>>
>>
>>
>> Any help appreciated?
>>
>>
>>
>> St?phane
>>
>>
>>
>>
>>
>>
>>
>> _______________________________________________
>> <http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users>
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: <http://wiki.bestpractical.com><http://wiki.bestpractical.com>
>> http://wiki.bestpractical.com
>> Commercial support: <sales at bestpractical.com> <sales at bestpractical.com>
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at <http://rtbook.bestpractical.com><http://rtbook.bestpractical.com>
>> http://rtbook.bestpractical.com
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de
>
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From alexyoung at scoutsolutions.co.uk  Mon Jan 26 10:04:37 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Mon, 26 Jan 2009 15:04:37 -0000
Subject: [rt-users] Query builder and multi-select custom fields
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF530@s-wor-e-001.SCOUTSOFFICE.local>

I have a ticket in the Support queue that has both the 'External' and
'Internal' client types in a custom multi-select field. When I run the
following search:

 

Queue = 'Support' AND 'CF.{Client}' LIKE 'Internal' AND 'CF.{Client}'
LIKE 'Internal'

 

I expected to get the ticket back, but instead I get 0 tickets. Is this
valid behaviour from RT's perspective? Should I be searching in some
other way to return the ticket when it has a CF set to two values? 

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From roman.hochuli at nexellent.ch  Mon Jan 26 10:14:00 2009
From: roman.hochuli at nexellent.ch (Roman Hochuli)
Date: Mon, 26 Jan 2009 16:14:00 +0100
Subject: [rt-users] Unexpected logout / DB-Upgrade problem
In-Reply-To: <20090126133140.GO27414@bestpractical.com>
References: <497DB0F2.5070100@nexellent.ch>
	<20090126133140.GO27414@bestpractical.com>
Message-ID: <497DD338.2070003@nexellent.ch>

Hello Jesse

> You can do it now, but the attachments you've received in between
> upgrading to 3.8.2 and running the upgrade scripts
> will get garbled and may no longer be visible.

Certain international characters are now a little bit funny looking on
the webinterface but except of that it seems to have worked. Thank you.

-- 
Best regards,
Roman Hochuli
Operations Manager

nexellent ag
Saegereistrasse 29
CH-8152 Glattbrugg

Phone:       +41 44 562 30 40
Fax:         +41 44 562 30 41
URL:         www.nexellent.ch
X-NCC-RegID: ch.nexellent

Imagination is the one weapon in the war
against reality.
                    -- Jules de Gaultier


From alexyoung at scoutsolutions.co.uk  Mon Jan 26 10:23:23 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Mon, 26 Jan 2009 15:23:23 -0000
Subject: [rt-users] Ticket Forward Problem With Thunderbird
In-Reply-To: <49777615.5090104@ias.edu>
References: <49777615.5090104@ias.edu>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF53A@s-wor-e-001.SCOUTSOFFICE.local>

I have been having the same problem and havent found a solution as of
yet.



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alan
Cheng
Sent: 21 January 2009 19:23
To: RT Users
Subject: [rt-users] Ticket Forward Problem With Thunderbird

Dear RT users,

We are currently running RT-3.8.1.  It appears that the email content
(message.eml) is uuencoded when RT forwards a ticket.  Thunderbird
doesn't seem to like this and cannot display the forwarding email.  Is
there a way to configure RT to do MIME encoding instead?  Any
suggestions are greatly appreciated.

Thanks,

Alan

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

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


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


From tariq.doukkali at autoform.de  Mon Jan 26 11:06:19 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Mon, 26 Jan 2009 17:06:19 +0100
Subject: [rt-users] get name of current Loged user !!!
Message-ID: <192B76E92530564BAAB9DD78BAE565B740FE0320E2@chexchange.autoform.com>

Hello,

how can I get the name of current loged user???

$currenLoggedUserName = ???;

Many thanks
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From spainter at rw3.com  Mon Jan 26 10:55:01 2009
From: spainter at rw3.com (Shane Painter)
Date: Mon, 26 Jan 2009 07:55:01 -0800
Subject: [rt-users] Asset Tracker with RT 3.8.1 - easily linking aticket
	to an asset?
In-Reply-To: <519782dc0901260651l1aab5b7ctbe895861b60c5f58@mail.gmail.com>
References: <42B4155F-8EFA-499E-AF8F-1C88E8B47EF7@chaka.net><bdbd084b0901240237p2c2a64f4k7cbc54f266e35aeb@mail.gmail.com>
	<519782dc0901260651l1aab5b7ctbe895861b60c5f58@mail.gmail.com>
Message-ID: <F2669D833151474382A815230162EF3504DF13AD@EXVBE014-13.exch014.msoutlookonline.net>

Gents,

 

My name is Shane Painter. I am the IT Director at RW3 Technologies in Austin TX. Our company contracted with Ruslan/Best Practical to code this exact patch for us. Attached you will find some screenshots. I am prepared to release this to the community in exchange for Kharma points =-). 

 

Ruslan, please let me know if this is a problem ? I haven?t examined the licensing, but am assuming GPL or compatible?

 

Cheers,

-Shane

 

Shane Painter

Director, Information Technology

Office 512.380.4151 / Mobile 512.294.5890

 

 

 

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: Monday, January 26, 2009 8:52 AM
To: Torsten Brumm; ruz at bestpractical.com
Cc: <rt-users at lists.bestpractical.com>; St?phane (DSSMAS)
Subject: Re: [rt-users] Asset Tracker with RT 3.8.1 - easily linking aticket to an asset?

 

Ruslan,

Weren't you working on that? Any progress?

-Todd

On Sat, Jan 24, 2009 at 5:37 AM, Torsten Brumm <torsten.brumm at googlemail.com> wrote:

Hi Todd,
do you have already any news on this?

Torsten

2009/1/3 Todd Chapman <todd at chaka.net>

	 

	Ruslan is working on such a feature now...
	
	Sent from my iPhone

	
	On Jan 2, 2009, at 3:27 PM, Niles, St?phane (DSS\MAS) <Stephane.Niles at gnb.ca> wrote:

		Hi,

		 

		We've installed Asset Tracker with RT 3.8.1. We believe we installed AT correctly, but are not sure? There doesn't seem to be an easy way to link an existing ticket (or a new one for that matter) with an asset? The other way around is quite simple (from an Asset, I can create a ticket in a desired queue by selecting the queue, and clicking on "New ticket in queue").

		 

		I am wondering if anyone has come up with an easy way to take an existing ticket and associating it with an asset? Maybe I'm missing something or maybe the Callbacks files are not at the right place

		 

		Any help appreciated?

		 

		St?phane 

		 

		

		 

		 

		_______________________________________________
		http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
		
		Community help: http://wiki.bestpractical.com
		Commercial support: 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




-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de

 

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From falcone at bestpractical.com  Mon Jan 26 11:08:00 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 26 Jan 2009 11:08:00 -0500
Subject: [rt-users] Search result display problems
In-Reply-To: <da03fe3e0901240529q403789d6p5fee1aebae8c3501@mail.gmail.com>
References: <da03fe3e0901230927l199df2fo68b05e083417cf64@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401C993BF@w3hamboex11.ger.win.int.kn>
	<da03fe3e0901240529q403789d6p5fee1aebae8c3501@mail.gmail.com>
Message-ID: <90E9ABF4-2E5A-46E6-A1F7-652583FB7316@bestpractical.com>


On Jan 24, 2009, at 8:29 AM, L B wrote:

> It looks exactly what I need. Thanks a lot Tosten. Just wondering why
> it's not in mainline ?

It is, it just isn't enabled by default.
If you have 3.8.2 you should be able to turn on $UseSQLForACLChecks

Please read the note in RT_Config.pm about the beta nature of the  
feature

-kevin

>
> On Sat, Jan 24, 2009 at 10:58 AM, Ham MI-ID, Torsten Brumm
> <torsten.brumm at kuehne-nagel.com> wrote:
>> Hi L.B.,
>> have a look: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg16513.html
>>
>> Ruslan added a patch for this.
>>
>> 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 L B
>> Gesendet: Freitag, 23. Januar 2009 18:28
>> An: RT-Users at lists.bestpractical.com
>> Betreff: [rt-users] Search result display problems
>>
>> Hello all,
>>
>> RT 3.6.6 (but same on RT 3.8.2)
>>
>> I have a RT with 10 queues, many tickets on each queue. One of the  
>> user has access to one queue only. When he searches for all the RT,  
>> let's say with a search of id > 1, the results are displayed on  
>> many many pages, with different number of results on each :  
>> sometimes none, sometimes 3, sometimes 14 etc. And the number  
>> showing the number of results is the total number of RT (of all  
>> queues), and not the total number of RT the user should see.
>>
>> Is it a bug ?
>>
>> If I do the search with id > 1 and queue=QUEUE1, the correct number  
>> of result is displayed and the page navigation is correct.
>>
>> As a workaround, how can I create a search saying "id > 1 and in  
>> all the queues I have the right to see ?" In fact, the search that  
>> is done by the "Quick search" portlet...
>>
>> Or maybe have you another idea ?
>>
>> Thanks !
>> --
>> L.B.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>
>
>
> -- 
> L.B.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Mon Jan 26 11:08:02 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 26 Jan 2009 16:08:02 +0000
Subject: [rt-users] get name of current Loged user !!!
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B740FE0320E2@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B740FE0320E2@chexchange.autoform.com>
Message-ID: <497DDFE2.3020303@jennic.com>

Tariq Doukkali wrote:
> Hello,
> 
> how can I get the name of current loged user???
> 
> $currenLoggedUserName = ???;

$session{'CurrentUser'}->Name

-- 
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 torsten.brumm at googlemail.com  Mon Jan 26 11:50:38 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 26 Jan 2009 17:50:38 +0100
Subject: [rt-users] Asset Tracker with RT 3.8.1 - easily linking aticket
	to an asset?
In-Reply-To: <F2669D833151474382A815230162EF3504DF13AD@EXVBE014-13.exch014.msoutlookonline.net>
References: <42B4155F-8EFA-499E-AF8F-1C88E8B47EF7@chaka.net>
	<bdbd084b0901240237p2c2a64f4k7cbc54f266e35aeb@mail.gmail.com>
	<519782dc0901260651l1aab5b7ctbe895861b60c5f58@mail.gmail.com>
	<F2669D833151474382A815230162EF3504DF13AD@EXVBE014-13.exch014.msoutlookonline.net>
Message-ID: <bdbd084b0901260850w1ee61ae4yd8d83638a2d8cc54@mail.gmail.com>

WOW! Looks and sounds GREAT!!! From me you got 1.000.000 Kharma Points ;-)

Torsten

2009/1/26 Shane Painter <spainter at rw3.com>

>  Gents,
>
>
>
> My name is Shane Painter. I am the IT Director at RW3 Technologies in
> Austin TX. Our company contracted with Ruslan/Best Practical to code this
> exact patch for us. Attached you will find some screenshots. I am prepared
> to release this to the community in exchange for Kharma points =-).
>
>
>
> Ruslan, please let me know if this is a problem ? I haven't examined the
> licensing, but am assuming GPL or compatible?
>
>
>
> Cheers,
>
> -Shane
>
>
>
> Shane Painter
>
> Director, Information Technology
>
> Office 512.380.4151 / Mobile 512.294.5890
>
> [image: rw3email]
>
>
>
>
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Todd Chapman
> *Sent:* Monday, January 26, 2009 8:52 AM
> *To:* Torsten Brumm; ruz at bestpractical.com
> *Cc:* <rt-users at lists.bestpractical.com>; St?phane (DSSMAS)
> *Subject:* Re: [rt-users] Asset Tracker with RT 3.8.1 - easily linking
> aticket to an asset?
>
>
>
> Ruslan,
>
> Weren't you working on that? Any progress?
>
> -Todd
>
> On Sat, Jan 24, 2009 at 5:37 AM, Torsten Brumm <
> torsten.brumm at googlemail.com> wrote:
>
> Hi Todd,
> do you have already any news on this?
>
> Torsten
>
> 2009/1/3 Todd Chapman <todd at chaka.net>
>
>
>
> Ruslan is working on such a feature now...
>
> Sent from my iPhone
>
>
> On Jan 2, 2009, at 3:27 PM, Niles, St?phane (DSS\MAS) <
> Stephane.Niles at gnb.ca> wrote:
>
>  Hi,
>
>
>
> We've installed Asset Tracker with RT 3.8.1. We believe we installed AT
> correctly, but are not sure? There doesn't seem to be an easy way to link an
> existing ticket (or a new one for that matter) with an asset? The other way
> around is quite simple (from an Asset, I can create a ticket in a desired
> queue by selecting the queue, and clicking on "New ticket in queue").
>
>
>
> I am wondering if anyone has come up with an easy way to take an existing
> ticket and associating it with an asset? Maybe I'm missing something or
> maybe the Callbacks files are not at the right place
>
>
>
> Any help appreciated?
>
>
>
> St?phane
>
>
>
>
>
>
>
>   _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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
>
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de
>
>
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From jesse at bestpractical.com  Mon Jan 26 13:18:27 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 Jan 2009 13:18:27 -0500
Subject: [rt-users] Ticket Forward Problem With Thunderbird
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64CFF53A@s-wor-e-001.SCOUTSOFFICE.local>
References: <49777615.5090104@ias.edu>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF53A@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <20090126181827.GF33320@72-61-17-29.pools.spcsdns.net>




> We are currently running RT-3.8.1.  It appears that the email content
> (message.eml) is uuencoded when RT forwards a ticket.  Thunderbird
> doesn't seem to like this and cannot display the forwarding email.  Is
> there a way to configure RT to do MIME encoding instead?  Any
> suggestions are greatly appreciated.

Hm. It sure seems to be doing MIME encoding by default for me:

It adds a single message/rfc822 part containing the original MIME message.

->  1  I    <no description> (0.1K) (text/plain, 7bit, us-ascii)
    2  A    forwarded message (4.7K) (message/rfc822, binary, )
    3  I   ????> <no description> (2.2K) (multipart/mixed, 7bit, )
    4  I     ????> <no description> (0.6K) (text/plain, 8bit, utf-8)
    5  I     ????> <no description> (1.3K) (text/html, 8bit, utf-8)




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From sturner at MIT.EDU  Mon Jan 26 13:32:24 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 26 Jan 2009 13:32:24 -0500
Subject: [rt-users] Tickets see right - only the owned ones
In-Reply-To: <21601129.post@talk.nabble.com>
References: <21601129.post@talk.nabble.com>
Message-ID: <op.uodm4a015pzi6r@mockingbird.mit.edu>

On Mon, 26 Jan 2009 04:58:57 -0500, Bostjan9 <bostjan.vidmar at gmail.com>  
wrote:

>
> Hi all,
>
> is it possible that users can see only the tickets they own? Idea is that
> the head of IT department create project(master ticket) and  
> subtasks(child
> tickets) for sub departments. Head of sub department can see all tickets  
> in
> queue of his department, but other users can only see tickets they own.
>
> Must we create queue for each user to achive that ?
>
> Regards,
>
> Bostjan
>
>

I don't think you need a separate queue for each user. Probably a queue  
for each sub department? Can sub department heads see Sounds like you have  
three roles:

- IT department head
- sub department head
- worker

Create:
  -  a single group containing IT department head(s).
  -  a group for each subdept, each containing sub department head(s)
  -  a group for each subdept, each containing sub dept workers
  -  queue for each sub dept

For each queue, set up group rights:
- all access for IT dept head group
- all access for appropriate sub dept head group
- 'OwnTicket' for appropriate worker group
- ShowTicket etc. for Owner role

So a worker will not be able to see tickets unless they are the owner.

If you're talking about a single queue for the whole department, a similar  
scheme would apply.

Good luck,
Steve


-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From KFCrocker at lbl.gov  Mon Jan 26 13:39:57 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 26 Jan 2009 10:39:57 -0800
Subject: [rt-users] Query builder and multi-select custom fields
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64CFF530@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF530@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <497E037D.9000100@lbl.gov>

Alex,


	Try changing the "AND" to "OR" between your two "like" conditions. Hope 
this helps.


Kenn
LBNL

On 1/26/2009 7:04 AM, Alex Young wrote:
> I have a ticket in the Support queue that has both the 'External' and 
> 'Internal' client types in a custom multi-select field. When I run the 
> following search:
> 
>  
> 
> Queue = 'Support' AND 'CF.{Client}' LIKE 'Internal' AND 'CF.{Client}' 
> LIKE 'Internal'
> 
>  
> 
> I expected to get the ticket back, but instead I get 0 tickets. Is this 
> valid behaviour from RT's perspective? Should I be searching in some 
> other way to return the ticket when it has a CF set to two values?
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Mon Jan 26 13:46:44 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 26 Jan 2009 10:46:44 -0800
Subject: [rt-users] Check Boxes for a Custom Field
Message-ID: <497E0514.8020406@lbl.gov>

To all,


	I'm using 3.6.4 and was wondering if anyone has found a way to define a 
Custom Field with "check boxes". Thanks.


Kenn
LBNL




From jrhett at netconsonance.com  Mon Jan 26 13:46:53 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 26 Jan 2009 10:46:53 -0800
Subject: [rt-users] RT Login Page with SSL
In-Reply-To: <66d635aa0901230705n59d1d2a3qe4da41e36be57a55@mail.gmail.com>
References: <66d635aa0901230653k653c3a86m55dd42faf3d79b62@mail.gmail.com>
	<OF269E3F97.7BE2593A-ON86257547.00527631-86257547.00529601@corp.xanadoo.com>
	<66d635aa0901230705n59d1d2a3qe4da41e36be57a55@mail.gmail.com>
Message-ID: <5DCD7003-7A81-4D71-9173-1B05FE39BF05@netconsonance.com>

Let's be clear about this.  Back in 1995 when we were using sun4m and  
P90s with 16mb of RAM, SSL was a problem.  More than 100 SSL users and  
the machine would suffer a bit.

Do you have 10-year old machines?   Do you have more than 100  
concurrent users?  (at the same time?)

If both of these aren't true, you won't have any problems with SSL  
trust me ;-)  My personal colo box is a bit outdated -- it's 1.67g  
with 1gig of RAM, and it is currently handling 200-250 concurrent SSL  
sessions without breaking 2% CPU.

On Jan 23, 2009, at 7:05 AM, Eliezer E Ch?vez wrote:
> CPU Time, with ssl i'm going to expend so much machine resources...
>
> Regards,
>
> On Fri, Jan 23, 2009 at 10:32 AM, <jmoseley at corp.xanadoo.com> wrote:
> The easiest thing for you to do is have the entire site in SSL.  Is  
> there a
> particular reason you only want the login credentials passed using  
> secure
> sockets layer?
>
>
> James Moseley
>
>
>
>
>
> -- 
> Eliezer E Ch?vez
> +58-416-6125676
> eliezer.chavez at gmail.com
> >>http://www.bumeran.com.ve/cv/eliezer-chavez
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jrhett at netconsonance.com  Mon Jan 26 14:33:29 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 26 Jan 2009 11:33:29 -0800
Subject: [rt-users] decode this line in the Wiki for me?
Message-ID: <21B75B49-C302-4912-BFF8-3CAC7059EB5A@netconsonance.com>

In the Wiki FAQ about performance, I found the following run on  
sentence.  I've reread it a dozen times and I'm still not sure that I  
completely understand what the author meant.   If someone would be  
willing to parse this out for me, I'd be happy to rewrite it for the  
wiki.

> Memory. RT uses a lot of memory in total. You need adopt amount of  
> process(Apache, FastCGI, DB) to fit into 70% your memory under  
> average workload. For example, if you have RT on Apache/mp/mysql  
> with ~20-30 end-users, then it's enough to have 4-6 Apache processes  
> this also control DB processes/threads because eache Apache instance  
> with Apache::DBI has own DB connect each DB connect require one or  
> more DB process/thread to support. Also people report that one  
> FastCGI process can serve 2-3 Apache processes. You also have to  
> leave room for memory usage growing, example: Apache/mp process has  
> 10-25MB size under average workload, but on big incoming message  
> memory footprint could grow up to 200-300MB. Out of memory is most  
> perfomance problem it's blow up HDD activity for swap out/in memory.


In particular, "adopt amount of process to fit into 70% your  
memory".   Does this mean calculate the memory usage of Mod_Perl or  
FastCGI processes and come up with a number of processes which  
wouldn't exceed 70% of your total memory?  Ie,
	60mb per process
	1024mb total ram

	Set Apache MaxServers = 11 ?   (60mb * 11 = 660mb of ram)

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


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From jpierce at cambridgeenergyalliance.org  Mon Jan 26 19:27:37 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 26 Jan 2009 19:27:37 -0500
Subject: [rt-users] Transaction notifications to ticket Owner
Message-ID: <be7163f0901261627k587109b4nc5825372ffb4a854@mail.gmail.com>

Is there some reason RT doesn't automatically notify owners of correspondence
(and comments if they have ACLs) out of the box? I checked the list archives,
and there're some comments about rolling your own scrips, but that's not very
intuitive. There's very little in the book either (a table entry in
the CSR example).
Worse, it sounds like a PITA to do yourself if you (reasonably) want to avoid
potential duplicate notices.

I've been looking at the "Scrips an Recipients" box, but it never
really stuck that the
owner wasn't listed; because, really, why wouldn't he be notified?? I
just checked
our 3.8.1 installation, and the owner definitely does not receive
messages, contrary
to DWIMmery. This would, incidentally, explain why our apparently unresponsive
consultant is unresponsive...

--shocked in awe
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From pthirose at ucdavis.edu  Mon Jan 26 19:39:26 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Mon, 26 Jan 2009 16:39:26 -0800 (PST)
Subject: [rt-users] RSS feed from within CAS protected (WebExternalAuth=1)
	RT website
Message-ID: <Pine.GSO.4.58.0901261629010.8998@vici.ucdavis.edu>

Not really a RT issue, but since it came up in the process of setting it up :)

In short, my entire RT website (except for /NoAuth/) is CAS-protected (with Set($WebExternalAuth, 1)).  So as my CAS "timesout" (or whatever it does), my RSS feed of RT tickets stops working.  Logging in to RT (via CAS) makes RSS ok again.

Going directly to .../rt3/share/html/Search/Results.rdf just redirects me to our CAS login page.  After that, it redirects me back to the RSS feed, and I'm fine.

So I tried copying the .../rt3/share/html/Search/Results.rdf over to .../rt3/share/html/NoAuth/Results.rdf and then went to it directly.  This gives me the error:
"Invalid at the top level of the document.
 Line: 1 Character: 1
Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3351."

using IE7.  Using Firefox3, I get roughly the same message.

I didn't want to start copying a bunch of files over from the "real" RT3 to my /NoAuth/ directory.  If it's only one or two, I suppose I could, and if that's the case, and anyone knows what those files are, I'd appreciate a note.

Otherwise, if there is an easier/better way to do it, a note on that would be greatly appreciated as well.

RT-3.8.2 on OpenBSD-4.4 using Apache-2.2.11 with ModPerl-2.0.4, MySQL-5.0.67, OpenSSL 0.98i, and mod_auth_cas-1.0.8.

Aside from the RSS bit (and only when my CAS expires/timeouts), it's working fine :)

Thank you,
PH

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


From jpierce at cambridgeenergyalliance.org  Mon Jan 26 20:35:50 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 26 Jan 2009 20:35:50 -0500
Subject: [rt-users] Transaction notifications to ticket Owner
In-Reply-To: <be7163f0901261627k587109b4nc5825372ffb4a854@mail.gmail.com>
References: <be7163f0901261627k587109b4nc5825372ffb4a854@mail.gmail.com>
Message-ID: <be7163f0901261735i33463189v959c17679e09da04@mail.gmail.com>

To clarify, all the materials I'd ever read about RT gave the impression
that ownership of a ticket was essentially a special case of ticket-admincc
(monitor transactions, and get some extra rights).

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


From adamtingle at gmail.com  Mon Jan 26 23:42:36 2009
From: adamtingle at gmail.com (Adam Tingle)
Date: Mon, 26 Jan 2009 23:42:36 -0500
Subject: [rt-users] RT 3.8.2 / Pg 8.3.5: Case-insensitive searching on
	custom fields workaround
Message-ID: <b9f8f3a70901262042i76e76fd2n309fb7627dd70f5c@mail.gmail.com>

I've discovered a workaround to the issue below that seems to work. I'm
wondering if anyone can tell if this will break anything else in RT? If I
remember correctly, MySQL is case-insensitive by default, so is there really
any difference in having PostgreSQL behave the same way? Here is the diff:

--- SearchBuilder.pm    2009-01-13 12:00:22.000000000 -0500
+++ /usr/local/share/request-tracker3.8/lib/RT/SearchBuilder.pm 2009-01-26
22:58:12.000000000 -0500
@@ -277,17 +277,17 @@
 This Limit sub calls SUPER::Limit, but defaults "CASESENSITIVE" to 1, thus
 making sure that by default lots of things don't do extra work trying to
 match lower(colname) agaist lc($val);

 =cut

 sub Limit {
     my $self = shift;
-    my %args = ( CASESENSITIVE => 1,
+    my %args = ( CASESENSITIVE => 0,
                  @_ );

     return $self->SUPER::Limit(%args);
 }

 =head2 ItemsOrderBy

 If it has a SortOrder attribute, sort the array by SortOrder.


---------- Forwarded message ----------
From: Adam Tingle <adamtingle at gmail.com>
Date: Fri, Jan 23, 2009 at 10:09 PM
Subject: RT 3.8.2 / Pg 8.3.5: Case-insensitive searching on custom fields
not working?
To: rt-users at lists.bestpractical.com


When I do a search for a ticket subject or content, RT queries PostgreSQL
using the ILIKE operator and returns results on case-insensitive basis.
However, when I search for a custom field, RT queries the database using the
LIKE operator and returns results on a case-sensitive basis.

I've enabled the option log_statement = 'all' in postgresql.conf and see the
following output in postgresql-8.3-main.log.

Here is sample output from a search on ticket subject:

LOG:  statement: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN
Transactions Transactions_1  ON ( Transactions_1.ObjectId = main.id ) JOIN
Attachments Attachments_2  ON ( Attachments_2.TransactionId =
Transactions_1.id )  WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND
(main.Status != 'deleted') AND ( (  ( Attachments_2.Content ILIKE
'%searchterm%' )  ) ) AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)

Here is sample output from a search on a custom field:

LOG:  statement: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN
ObjectCustomFieldValues ObjectCustomFieldValues_1  ON (
ObjectCustomFieldValues_1.CustomField = '1' ) AND (
ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND (
ObjectCustomFieldValues_1.Disabled = '0' ) AND (
ObjectCustomFieldValues_1.ObjectId = main.id )  WHERE (main.Status !=
'deleted') AND ( (  (  (  ( ObjectCustomFieldValues_1.Content LIKE
'%searchterm%' OR  (  ( ObjectCustomFieldValues_1.Content = '' OR
ObjectCustomFieldValues_1.Content IS NULL )  AND
ObjectCustomFieldValues_1.LargeContent LIKE '%searchterm%' )  )  )  )  ) )
AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)

Is this a bug or expected results? I'd really like to have case-insensitive
search on CFs.

Thanks RT!

-- 
...................
Adam Tingle
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From jrhett at netconsonance.com  Mon Jan 26 23:59:04 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 26 Jan 2009 20:59:04 -0800
Subject: [rt-users] update wiki to reflect 3.8?
Message-ID: <E8FEE3B4-57E0-4AF7-9F83-E5EBF2956282@netconsonance.com>

The more I read the wiki, the more I notice that instructions in the  
wiki don't match the menus in RT 3.8.

Is there a way to IF the versions to display different information in  
the wiki?

If not, should we just update the wiki to reflect the latest version  
at all times?

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


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From jesse at bestpractical.com  Tue Jan 27 00:05:16 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 00:05:16 -0500
Subject: [rt-users] update wiki to reflect 3.8?
In-Reply-To: <E8FEE3B4-57E0-4AF7-9F83-E5EBF2956282@netconsonance.com>
References: <E8FEE3B4-57E0-4AF7-9F83-E5EBF2956282@netconsonance.com>
Message-ID: <20090127050515.GA15157@bestpractical.com>




On Mon, Jan 26, 2009 at 08:59:04PM -0800, Jo Rhett wrote:
> The more I read the wiki, the more I notice that instructions in the  
> wiki don't match the menus in RT 3.8.
> 
> Is there a way to IF the versions to display different information in  
> the wiki?
> 
> If not, should we just update the wiki to reflect the latest version  
> at all times?

That would be lovely. Thanks!


From brian.friday at gmail.com  Tue Jan 27 01:22:22 2009
From: brian.friday at gmail.com (Brian Friday)
Date: Mon, 26 Jan 2009 22:22:22 -0800
Subject: [rt-users] Editing Searches which form default RT at a glance page
	fails
Message-ID: <9A452537-1503-4BE5-90AA-03B816D89AAF@gmail.com>

Hello all,

I am trying to figure out why I can not edit the query used for the  
default at a glance page.

Process:

1) Login as Root and get to the "RT at a glance page"
2) Click edit, immediately to the right of, but on the same line as  
the text "10 highest priority tickets I own"
3) Now we get taken to the page "Customize "N" highest priority  
tickets I own" where I click "Search - My Tickets" on the line that  
starts with "You can also edit the predefined search itself"
4) Now we get taken to the page "Query Builder" where I click on the  
"Advanced" link on the blue menu bar

Which takes me to a scree that has a text box for a query and then a  
text box for formating that query.

My system currently has the following information for the query and  
the formating boxes

Query:
	Owner = '__CurrentUser__' AND  (  Status = 'new' OR Status = 'open' )

Formating:
	'<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>/TITLE:

I have attempt to replace the formating information with the following:

Formating:
	'<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>/ 
TITLE:#',
	'<a href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a>/ 
TITLE:Subject',
	'__Priority__',
	'__QueueName__',
	'__ExtendedStatus__'

I then click the "apply your changes" button.
Then I am taken to the Query Builder page where I hit the "save"  
button which indicates that this is a "RT System's saved search" and  
has the description of "[_1] highest priority tickets I own"

I click the show results button and bingo I get good results BUT if I  
go back by clicking "Home" and click on the title link "10 highest  
priority tickets I own" I get a display of the ticket urls but the  
formating is wrong. Going back and editing the search shows that the  
search formating I saved above did not actually "save" and displays  
this again:

Formating:
	'<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>/TITLE:

Anyone have an idea why this is happening or why saving this search is  
not taking?

Any help would be appreciated, I can't seem to get this bug to go away  
and I can't figure out why it is happening.

Brian
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From alexyoung at scoutsolutions.co.uk  Tue Jan 27 04:24:37 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Tue, 27 Jan 2009 09:24:37 -0000
Subject: [rt-users] Ticket Forward Problem With Thunderbird
In-Reply-To: <20090126181827.GF33320@72-61-17-29.pools.spcsdns.net>
References: <49777615.5090104@ias.edu>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF53A@s-wor-e-001.SCOUTSOFFICE.local>
	<20090126181827.GF33320@72-61-17-29.pools.spcsdns.net>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF57A@s-wor-e-001.SCOUTSOFFICE.local>

Does the email display properly in Thunderbird for you?

I have forwarded and email and been able to open it in Outlook fine, but Thunderbird remains a problem.



-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: 26 January 2009 18:18
To: Alex Young
Cc: RT Users
Subject: Re: [rt-users] Ticket Forward Problem With Thunderbird




> We are currently running RT-3.8.1.  It appears that the email content
> (message.eml) is uuencoded when RT forwards a ticket.  Thunderbird 
> doesn't seem to like this and cannot display the forwarding email.  Is 
> there a way to configure RT to do MIME encoding instead?  Any 
> suggestions are greatly appreciated.

Hm. It sure seems to be doing MIME encoding by default for me:

It adds a single message/rfc822 part containing the original MIME message.

->  1  I    <no description> (0.1K) (text/plain, 7bit, us-ascii)
    2  A    forwarded message (4.7K) (message/rfc822, binary, )
    3  I   ????> <no description> (2.2K) (multipart/mixed, 7bit, )
    4  I     ????> <no description> (0.6K) (text/plain, 8bit, utf-8)
    5  I     ????> <no description> (1.3K) (text/html, 8bit, utf-8)





From alexyoung at scoutsolutions.co.uk  Tue Jan 27 04:49:34 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Tue, 27 Jan 2009 09:49:34 -0000
Subject: [rt-users] Query builder and multi-select custom fields
In-Reply-To: <497E037D.9000100@lbl.gov>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF530@s-wor-e-001.SCOUTSOFFICE.local>
	<497E037D.9000100@lbl.gov>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF58B@s-wor-e-001.SCOUTSOFFICE.local>

Thanks, but that brings back hundreds of tickets, when we know the other
query *should* bring back just the one ticket that has the CF set to
those two values.

Looking through the RT bug system, it looks like this is a known bug and
is due to be fixed in 3.8.3.


-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: 26 January 2009 18:40
To: Alex Young
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Query builder and multi-select custom fields

Alex,


	Try changing the "AND" to "OR" between your two "like"
conditions. Hope 
this helps.


Kenn
LBNL

On 1/26/2009 7:04 AM, Alex Young wrote:
> I have a ticket in the Support queue that has both the 'External' and 
> 'Internal' client types in a custom multi-select field. When I run the

> following search:
> 
>  
> 
> Queue = 'Support' AND 'CF.{Client}' LIKE 'Internal' AND 'CF.{Client}' 
> LIKE 'Internal'
> 
>  
> 
> I expected to get the ticket back, but instead I get 0 tickets. Is
this 
> valid behaviour from RT's perspective? Should I be searching in some 
> other way to return the ticket when it has a CF set to two values?
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Robin.Lauren at ecraft.com  Tue Jan 27 04:54:01 2009
From: Robin.Lauren at ecraft.com (Lauren, Robin)
Date: Tue, 27 Jan 2009 11:54:01 +0200
Subject: [rt-users] From Ticket transaction custom fields to Ticket custom
	fields
Message-ID: <E45F50A77378A34C90E628EEB5609679021ACA1C@echelmail2.ecraft.internal>

Hi all,

I asked this before but obviously with too many words since i never got an
answer. So here goes again.

Can i change a Custom field's Applies to -attribute from "Ticket
Transactions" to "Tickets" without all heck breaking loose, on a queue
already using said custom attribute? 

If not, what heck would break loose and how can it be avoided?

The RT used is version 3.6.5.


Best regards,
 ~Robin Lauren




From ruslan.zakirov at gmail.com  Tue Jan 27 06:49:05 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 27 Jan 2009 14:49:05 +0300
Subject: [rt-users] Query builder and multi-select custom fields
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64CFF58B@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF530@s-wor-e-001.SCOUTSOFFICE.local>
	<497E037D.9000100@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF58B@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <589c94400901270349j3210c36dw103631cf5cf5636e@mail.gmail.com>

There is a patch on rt3.fsck.com that needs testing:
http://rt3.fsck.com/Ticket/Display.html?id=8541#txn-77170

I'm not sure it applies to the latest 3.8

On Tue, Jan 27, 2009 at 12:49 PM, Alex Young
<alexyoung at scoutsolutions.co.uk> wrote:
> Thanks, but that brings back hundreds of tickets, when we know the other
> query *should* bring back just the one ticket that has the CF set to
> those two values.
>
> Looking through the RT bug system, it looks like this is a known bug and
> is due to be fixed in 3.8.3.
>
>
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: 26 January 2009 18:40
> To: Alex Young
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Query builder and multi-select custom fields
>
> Alex,
>
>
>        Try changing the "AND" to "OR" between your two "like"
> conditions. Hope
> this helps.
>
>
> Kenn
> LBNL
>
> On 1/26/2009 7:04 AM, Alex Young wrote:
>> I have a ticket in the Support queue that has both the 'External' and
>> 'Internal' client types in a custom multi-select field. When I run the
>
>> following search:
>>
>>
>>
>> Queue = 'Support' AND 'CF.{Client}' LIKE 'Internal' AND 'CF.{Client}'
>> LIKE 'Internal'
>>
>>
>>
>> I expected to get the ticket back, but instead I get 0 tickets. Is
> this
>> valid behaviour from RT's perspective? Should I be searching in some
>> other way to return the ticket when it has a CF set to two values?
>>
>>
>>
> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 alexyoung at scoutsolutions.co.uk  Tue Jan 27 07:03:16 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Tue, 27 Jan 2009 12:03:16 -0000
Subject: [rt-users] Query builder and multi-select custom fields
In-Reply-To: <589c94400901270349j3210c36dw103631cf5cf5636e@mail.gmail.com>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF530@s-wor-e-001.SCOUTSOFFICE.local>
	<497E037D.9000100@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF58B@s-wor-e-001.SCOUTSOFFICE.local>
	<589c94400901270349j3210c36dw103631cf5cf5636e@mail.gmail.com>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF5DA@s-wor-e-001.SCOUTSOFFICE.local>

I attempted to run the patch but it failed. Looks like it won't work for 3.8.2

patching file lib/RT/Tickets_Overlay.pm
Hunk #1 succeeded at 1223 (offset 58 lines).
Hunk #2 succeeded at 1231 (offset 58 lines).
Hunk #3 succeeded at 1260 (offset 58 lines).
Hunk #4 succeeded at 1280 (offset 58 lines).
Hunk #5 succeeded at 1308 (offset 58 lines).
Hunk #6 FAILED at 1330.
Hunk #7 succeeded at 1447 (offset 66 lines).
1 out of 7 hunks FAILED -- saving rejects to file lib/RT/Tickets_Overlay.pm.rej


-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: 27 January 2009 11:49
To: Alex Young
Cc: Kenneth Crocker; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Query builder and multi-select custom fields

There is a patch on rt3.fsck.com that needs testing:
http://rt3.fsck.com/Ticket/Display.html?id=8541#txn-77170

I'm not sure it applies to the latest 3.8

On Tue, Jan 27, 2009 at 12:49 PM, Alex Young
<alexyoung at scoutsolutions.co.uk> wrote:
> Thanks, but that brings back hundreds of tickets, when we know the other
> query *should* bring back just the one ticket that has the CF set to
> those two values.
>
> Looking through the RT bug system, it looks like this is a known bug and
> is due to be fixed in 3.8.3.
>
>
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: 26 January 2009 18:40
> To: Alex Young
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Query builder and multi-select custom fields
>
> Alex,
>
>
>        Try changing the "AND" to "OR" between your two "like"
> conditions. Hope
> this helps.
>
>
> Kenn
> LBNL
>
> On 1/26/2009 7:04 AM, Alex Young wrote:
>> I have a ticket in the Support queue that has both the 'External' and
>> 'Internal' client types in a custom multi-select field. When I run the
>
>> following search:
>>
>>
>>
>> Queue = 'Support' AND 'CF.{Client}' LIKE 'Internal' AND 'CF.{Client}'
>> LIKE 'Internal'
>>
>>
>>
>> I expected to get the ticket back, but instead I get 0 tickets. Is
> this
>> valid behaviour from RT's perspective? Should I be searching in some
>> other way to return the ticket when it has a CF set to two values?
>>
>>
>>
> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 alexyoung at scoutsolutions.co.uk  Tue Jan 27 08:07:44 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Tue, 27 Jan 2009 13:07:44 -0000
Subject: [rt-users] RTFM WikiText formatting
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF5F7@s-wor-e-001.SCOUTSOFFICE.local>

After upgrading to the latest RTFM version I have found that some of the
customizations on http://wiki.bestpractical.com/view/RTFM no longer work
and I can't work out why.

 

We used the %code% tag a lot in RTFM, but now it's no longer being
parsed and is just showing as %code% in the WikiText, rather than the
format specified.

 

The Image, code and highlight tags don't work, but I'm only really
concerned with the code tag.

 

It seems like it is being scrubbed somewhere by something, but I don't
know where to look to see if I can add the formatting to be allowed.

 

Has anyone else had a problem with this or know how I may be able to fix
it? 

 

Thanks.

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From atossava at cc.helsinki.fi  Tue Jan 27 07:45:27 2009
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Tue, 27 Jan 2009 14:45:27 +0200 (EET)
Subject: [rt-users] Large, frequent file attachments and RT
Message-ID: <200901271245.n0RCjRYE026965@ruuvi.it.helsinki.fi>

Hello all,

I have an application in mind where requestors would frequently need to
submit file attachments alongside their requests, and some of these
files will be rather large.  The ticket handlers would need to use those
files and also to manage groups of files by any particular requestor.
Including the files themselves within the RT database seems like a poor
idea, and I get the impression I may not be the first one with such
requirements.  I was wondering if anybody could point me in the
direction of mods to RT (or something) that will store references to
the files only within the database and store the files themselves on
an actual file system?

Regards,
-- 
Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS


From chenga at ias.edu  Tue Jan 27 08:54:19 2009
From: chenga at ias.edu (Alan Cheng)
Date: Tue, 27 Jan 2009 08:54:19 -0500
Subject: [rt-users] Ticket Forward Problem With Thunderbird
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64CFF57A@s-wor-e-001.SCOUTSOFFICE.local>
References: <49777615.5090104@ias.edu>	<3CE7D8D453B27148BBCA0B2063B11E64CFF53A@s-wor-e-001.SCOUTSOFFICE.local>	<20090126181827.GF33320@72-61-17-29.pools.spcsdns.net>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF57A@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <497F120B.7040801@ias.edu>


I am attaching the original email below to show that the attachment
"forwarded message.eml" is uuencoded.  Perhaps there is an option
somewhere to change this to MIME encoding instead?  The uuencoded
portion was modified a little bit to protect the content since this is a
real ticket in our system.

Message-ID: <200901271347.n0RDlUIv022736 at rt.ias.edu>
To: <chenga at ias.edu>
Cc: 
Subject: Fwd: [NET #774] TEST ONLY
From: <netrt at ias.edu>
Date: Tue, 27 Jan 2009 08:47:30 -0500
X-OriginalArrivalTime: 27 Jan 2009 13:47:33.0882 (UTC) FILETIME=[CE69DDA0:01C98085]


This is forward of transaction #5167 of a ticket #774


begin 666 forwarded message.eml
M0V]N=&5N="U4>7!E.B!T97AT+W!L86EN.R!B;W5N9&%R>3TB+2TM+2TM+2TM
M+3U?,3(S,C4V-#@R-"TX.#$P+38R(@T*0V]N=&5N="U4<F%N<V9E<BU%;F-O
M9&EN9SH at 8FEN8711233545AGHNFGERYEYT344#$N, T*6"U-86EL97(Z($U)
M344M=&]O;', at -2XT,C8@*$5N=&ET>2 U+C0R-BD-"E-U8FIE8W0Z($0F22!7
M96(@4V5R=F5R($)A8VMU< T*1G)O;3H@,C(-"D-O;G1E;G0M3&5N9W1H.B P
$#0H-"@``
`
end


Thanks,

Alan


Alex Young wrote:
> Does the email display properly in Thunderbird for you?
>
> I have forwarded and email and been able to open it in Outlook fine, but Thunderbird remains a problem.
>
>
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: 26 January 2009 18:18
> To: Alex Young
> Cc: RT Users
> Subject: Re: [rt-users] Ticket Forward Problem With Thunderbird
>
>
>
>
>   
>> We are currently running RT-3.8.1.  It appears that the email content
>> (message.eml) is uuencoded when RT forwards a ticket.  Thunderbird 
>> doesn't seem to like this and cannot display the forwarding email.  Is 
>> there a way to configure RT to do MIME encoding instead?  Any 
>> suggestions are greatly appreciated.
>>     
>
> Hm. It sure seems to be doing MIME encoding by default for me:
>
> It adds a single message/rfc822 part containing the original MIME message.
>
> ->  1  I    <no description> (0.1K) (text/plain, 7bit, us-ascii)
>     2  A    forwarded message (4.7K) (message/rfc822, binary, )
>     3  I   ????> <no description> (2.2K) (multipart/mixed, 7bit, )
>     4  I     ????> <no description> (0.6K) (text/plain, 8bit, utf-8)
>     5  I     ????> <no description> (1.3K) (text/html, 8bit, utf-8)
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


-- 
Alan Cheng <chenga at ias.edu>                   +1 609-734-8169
UNIX Systems Administration      Institute for Advanced Study

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From barnesaw at ucrwcu.rwc.uc.edu  Tue Jan 27 09:21:57 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 27 Jan 2009 09:21:57 -0500
Subject: [rt-users] Transaction notifications to ticket Owner
In-Reply-To: <be7163f0901261735i33463189v959c17679e09da04@mail.gmail.com>
References: <be7163f0901261627k587109b4nc5825372ffb4a854@mail.gmail.com>
	<be7163f0901261735i33463189v959c17679e09da04@mail.gmail.com>
Message-ID: <497F1885.9030605@ucrwcu.rwc.uc.edu>

I have a scrip - On Correspond Notify Owner with template 
CorrespondedTicket.  I don't know, however, if I did that one or if it 
came out of the box (possibly in an older release since this install 
ultimately came from 2.x). 

Should be pretty simple to write if needed, as it is a very narrow case.

Jerrad Pierce wrote:
> To clarify, all the materials I'd ever read about RT gave the impression
> that ownership of a ticket was essentially a special case of ticket-admincc
> (monitor transactions, and get some extra rights).
>
>   

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



From wikus.smit at gmail.com  Tue Jan 27 10:48:37 2009
From: wikus.smit at gmail.com (Wikus Smit)
Date: Tue, 27 Jan 2009 15:48:37 +0000
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
Message-ID: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>

Hi,

Does anyone have a easy to follow guide for installing RT 3.8.2 On ubuntu 8.0.4?

Regards,
Wikus


From mike.peachey at jennic.com  Tue Jan 27 11:07:07 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 27 Jan 2009 16:07:07 +0000
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>
Message-ID: <497F312B.8070805@jennic.com>

Wikus Smit wrote:
> Hi,
> 
> Does anyone have a easy to follow guide for installing RT 3.8.2 On ubuntu 8.0.4?

I recommend following the ManualInstall instructions on the wiki
(http://wiki.bestpractical.com/view/ManualInstallation)
-- 
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 Jan 27 11:16:54 2009
From: martin at proxmox.com (Martin Maurer)
Date: Tue, 27 Jan 2009 17:16:54 +0100
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk>
References: <20090109145052.GE7803@gunboat-diplomat.oucs.ox.ac.uk><7B7881568CF40E4388B615CD06F87B9809889B@clara.maurer-it.com>
	<20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <7B7881568CF40E4388B615CD06F87B9809896A@clara.maurer-it.com>

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves
> Sent: Freitag, 16. J?nner 2009 09:36
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
> 
> On Thu, Jan 15, 2009 at 12:37:10PM +0100, Martin Maurer wrote:
> > Yes, having an own Lenny repository just with the rt 3.8.x packages
> would be essential for all Lenny users.
> > If you can setup this on alioth.debian.org this would be wonderful.
> 
> I'll do this once request-tracker3.8 has been uploaded to unstable,
> which shouldn't be long.

Hi Dominic!

Do you got a rough schedule for this? 

BTW, did you get a chance to test the already released RT appliance?
http://wiki.bestpractical.com/view/Proxmox_VE_RT_Appliance

Best Regards,

Martin

martin at proxmox.com
http://pve.proxmox.com



From Paul.Walsh at bcu.ac.uk  Tue Jan 27 11:06:04 2009
From: Paul.Walsh at bcu.ac.uk (Paul Walsh)
Date: Tue, 27 Jan 2009 16:06:04 +0000
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>
Message-ID: <497F30EC.2070003@bcu.ac.uk>

Wikus Smit wrote:
> Hi,
> 
> Does anyone have a easy to follow guide for installing RT 3.8.2 On ubuntu 8.0.4?
> 

How about:

1.   Download tarball
2.   Extract tarball
3.   cd rt-3.8.2

read the README file, paying particular attention to "GENERAL INSTALLATION"

4.   ./configure
5.   make testdeps
6.   make fixdeps

keep referring to the README

:)

P


From blake at blakecrawford.com  Tue Jan 27 11:43:01 2009
From: blake at blakecrawford.com (Blake Crawford)
Date: Tue, 27 Jan 2009 11:43:01 -0500
Subject: [rt-users] RT 3.8.2 - CF Enter One Value With Autocomplete
	non-functional?
In-Reply-To: <7da473950901270804u1200c450vc19a45d584310a4d@mail.gmail.com>
References: <7da473950901270804u1200c450vc19a45d584310a4d@mail.gmail.com>
Message-ID: <7da473950901270843x22cb1d3dvb2ef88d3cbb7fded@mail.gmail.com>

Hi folks:

Been researching this one all morning, and can't find a reason for it.  I
have a CF, enter one value with autocomplete, populated with 10 random
values.  When starting to enter values, nothing happens.  Looking in the
page source, it is evidently an AJAX thing, so I tried on three browsers
(Firefox, IE, Safari), all didn't work.  Apache error logs indicate no
problem, access logs give 200's on Helper/Autocomplete/CustomFieldValues.

All the hard stuff I've done with RT has ended up being easy, but some of
the easy stuff like this is turning out to be a challenge.  Anyone managed
to get this to work?  I search the lists and issue list, but can't see where
anything has been reported.

thanks,

-blake crawford
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From KFCrocker at lbl.gov  Tue Jan 27 11:54:44 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 Jan 2009 08:54:44 -0800
Subject: [rt-users] Transaction notifications to ticket Owner
In-Reply-To: <be7163f0901261627k587109b4nc5825372ffb4a854@mail.gmail.com>
References: <be7163f0901261627k587109b4nc5825372ffb4a854@mail.gmail.com>
Message-ID: <497F3C54.4090701@lbl.gov>

Jerrad,


	I'm not sure what you got out of the box or if someone deleted a global 
scrip, but I'll walk you thru it. By the way, There are may 
installations (like ours) that do not want all sorts of Email filling up 
their inbox, so we have kept our Global notifications to a minimum and 
set them up on a queue by queue basis. To set up a "global" notification 
scrip navigate thus: Configuration->Global->Scrips. Enter a name for the 
scrip like "Notify Owner on Correspondence". On the condition line 
select "On Correspond" and for the action, select "Notify Owner" (as 
opposed to "Notify Owner as comment". The latter will leave the 
correspondence in the history, but no Email sent out). Then select a 
template (like Global: Correspondence) and then hit create.
	Try to keep in mind that RT gives each installation the ability to do 
all sorts of customization and the "built-in" stuff (like Email 
notifications) is kept to a minimum. If you have any trouble with this, 
let me know. Hope this helps.


Kenn
LBNL

On 1/26/2009 4:27 PM, Jerrad Pierce wrote:
> Is there some reason RT doesn't automatically notify owners of correspondence
> (and comments if they have ACLs) out of the box? I checked the list archives,
> and there're some comments about rolling your own scrips, but that's not very
> intuitive. There's very little in the book either (a table entry in
> the CSR example).
> Worse, it sounds like a PITA to do yourself if you (reasonably) want to avoid
> potential duplicate notices.
> 
> I've been looking at the "Scrips an Recipients" box, but it never
> really stuck that the
> owner wasn't listed; because, really, why wouldn't he be notified?? I
> just checked
> our 3.8.1 installation, and the owner definitely does not receive
> messages, contrary
> to DWIMmery. This would, incidentally, explain why our apparently unresponsive
> consultant is unresponsive...
> 
> --shocked in awe



From KFCrocker at lbl.gov  Tue Jan 27 11:57:31 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 Jan 2009 08:57:31 -0800
Subject: [rt-users] Transaction notifications to ticket Owner
In-Reply-To: <be7163f0901261735i33463189v959c17679e09da04@mail.gmail.com>
References: <be7163f0901261627k587109b4nc5825372ffb4a854@mail.gmail.com>
	<be7163f0901261735i33463189v959c17679e09da04@mail.gmail.com>
Message-ID: <497F3CFB.8070406@lbl.gov>

Jerrad,


	Not that I know of. Rights for roles have to be set up just like for a 
user-defined group and Custom Fields. RT has no way of knowing what 
rights you want a person to have, who is going to manage the queue, who 
will have modify rights to a ticket, who is allowed to make "comment 
only" on a ticket, etc. As far as I know, there are no special set of 
rights given for roles. Hope this helps.


Kenn
LBNL

On 1/26/2009 5:35 PM, Jerrad Pierce wrote:
> To clarify, all the materials I'd ever read about RT gave the impression
> that ownership of a ticket was essentially a special case of ticket-admincc
> (monitor transactions, and get some extra rights).
> 



From dominic.hargreaves at oucs.ox.ac.uk  Tue Jan 27 11:45:15 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 27 Jan 2009 16:45:15 +0000
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <7B7881568CF40E4388B615CD06F87B9809896A@clara.maurer-it.com>
References: <20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk>
	<7B7881568CF40E4388B615CD06F87B9809896A@clara.maurer-it.com>
Message-ID: <20090127164514.GE24389@gunboat-diplomat.oucs.ox.ac.uk>

On Tue, Jan 27, 2009 at 05:16:54PM +0100, Martin Maurer wrote:
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves
> > Sent: Freitag, 16. J?nner 2009 09:36
> > To: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] RT 3.8.2 packages for Debian Lenny?

> > I'll do this once request-tracker3.8 has been uploaded to unstable,
> > which shouldn't be long.

> Do you got a rough schedule for this? 

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.

> BTW, did you get a chance to test the already released RT appliance?
> http://wiki.bestpractical.com/view/Proxmox_VE_RT_Appliance

No, sorry, this isn't something that is particularly relevant for us.

Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From brian.friday at gmail.com  Tue Jan 27 12:20:47 2009
From: brian.friday at gmail.com (Brian Friday)
Date: Tue, 27 Jan 2009 09:20:47 -0800
Subject: [rt-users] Editing Searches which form default RT at a glance
	page fails
In-Reply-To: <9A452537-1503-4BE5-90AA-03B816D89AAF@gmail.com>
References: <9A452537-1503-4BE5-90AA-03B816D89AAF@gmail.com>
Message-ID: <b60c91780901270920p1920ab4fg4ff08bf30b6eb806@mail.gmail.com>

Forgot to add I am using RT 3.6.7

And the default search in RT_SiteConfig.pm is:

RT::DefaultSearchResultFormat	 '<B><A
HREF="/rt/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
'<B><A HREF="/rt/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>',
'<small>__LastUpdatedRelative__</small>',
'<small>__TimeLeft__</small>'

On Mon, Jan 26, 2009 at 10:22 PM, Brian Friday <brian.friday at gmail.com> wrote:
> Hello all,
> I am trying to figure out why I can not edit the query used for the default
> at a glance page.
> Process:
> 1) Login as Root and get to the "RT at a glance page"
> 2) Click edit, immediately to the right of, but on the same line as the text
> "10 highest priority tickets I own"
> 3) Now we get taken to the page "Customize "N" highest priority tickets I
> own" where I click "Search - My Tickets" on the line that starts with "You
> can also edit the predefined search itself"
> 4) Now we get taken to the page "Query Builder" where I click on
> the "Advanced" link on the blue menu bar
> Which takes me to a scree that has a text box for a query and then a text
> box for formating that query.
> My system currently has the following information for the query and the
> formating boxes
> Query:
> Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' )
> Formating:
> '<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>/TITLE:
> I have attempt to replace the formating information with the following:
> Formating:
> '<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>/TITLE:#',
> '<a
> href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a>/TITLE:Subject',
> '__Priority__', '__QueueName__',
> '__ExtendedStatus__'
> I then click the "apply your changes" button.
> Then I am taken to the Query Builder page where I hit the "save" button
> which indicates that this is a "RT System's saved search" and has the
> description of "[_1] highest priority tickets I own"
> I click the show results button and bingo I get good results BUT if I go
> back by clicking "Home" and click on the title link "10 highest priority
> tickets I own" I get a display of the ticket urls but the formating is
> wrong. Going back and editing the search shows that the search formating I
> saved above did not actually "save" and displays this again:
> Formating:
> '<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>/TITLE:
> Anyone have an idea why this is happening or why saving this search is not
> taking?
> Any help would be appreciated, I can't seem to get this bug to go away and I
> can't figure out why it is happening.
> Brian


From alf at stockton.co.za  Tue Jan 27 12:28:48 2009
From: alf at stockton.co.za (Alf Stockton)
Date: Tue, 27 Jan 2009 19:28:48 +0200
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>
Message-ID: <497F4450.9010009@stockton.co.za>

Wikus Smit wrote:
> Hi,
> 
> Does anyone have a easy to follow guide for installing RT 3.8.2 On ubuntu 8.0.4?
> 
Me too.


-- 
Regards,
Alf Stockton		www.stockton.co.za

Avert misunderstanding by calm, poise, and balance.


From alf at stockton.co.za  Tue Jan 27 12:32:48 2009
From: alf at stockton.co.za (Alf Stockton)
Date: Tue, 27 Jan 2009 19:32:48 +0200
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <497F30EC.2070003@bcu.ac.uk>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>
	<497F30EC.2070003@bcu.ac.uk>
Message-ID: <497F4540.5040801@stockton.co.za>

Paul Walsh wrote:
> Wikus Smit wrote:
>> Hi,
>>
>> Does anyone have a easy to follow guide for installing RT 3.8.2 On ubuntu 8.0.4?
>>
> 
> How about:
> 
> 1.   Download tarball
> 2.   Extract tarball
> 3.   cd rt-3.8.2
> 
> read the README file, paying particular attention to "GENERAL INSTALLATION"
> 
> 4.   ./configure
> 5.   make testdeps
> 6.   make fixdeps
> 
> keep referring to the README
> 
I tried your suggestion but somewhere along the line you forgot to add how 
one, not being a Perl programmer, is to add all those Perl bits and bobs.


-- 
Regards,
Alf Stockton		www.stockton.co.za

Avert misunderstanding by calm, poise, and balance.


From mike.peachey at jennic.com  Tue Jan 27 12:58:32 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 27 Jan 2009 17:58:32 +0000
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <497F4540.5040801@stockton.co.za>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>	<497F30EC.2070003@bcu.ac.uk>
	<497F4540.5040801@stockton.co.za>
Message-ID: <497F4B48.2010604@jennic.com>

Alf Stockton wrote:
> Paul Walsh wrote:
>> Wikus Smit wrote:
>>> Hi,
>>>
>>> Does anyone have a easy to follow guide for installing RT 3.8.2 On ubuntu 8.0.4?
>>>
>> How about:
>>
> I tried your suggestion but somewhere along the line you forgot to add how 
> one, not being a Perl programmer, is to add all those Perl bits and bobs.
> 

That's not an RT installation issue, that's a System Administration
issue. It depends on your system as to how most of the perl dependencies
should be installed.

As a Slackware user, I would simply use CPAN:
`cpan -i PKG::Module PKG2::Module ETC::etc`

For Red Hat users *shudder* you generally want:
`rpm -Uvh perl-foo perl-bar perl-baz`

Debian users no doubt want to apt-get them, or some other silly thing :)
-- 
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 jpierce at cambridgeenergyalliance.org  Tue Jan 27 13:00:28 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 27 Jan 2009 13:00:28 -0500
Subject: [rt-users] Scrip failures
Message-ID: <be7163f0901271000u1c599d07id078a371c3de0c86@mail.gmail.com>

Hello,

I'm getting errors in RT 3.8.1 log like:

[Tue Jan 27 02:51:50 2009] [error]: Scrip Commit 6 died. - Can't call
method "parts"
on an undefined value at /opt/rt3/bin/../lib/RT/I18N.pm line 196.
Stack:
  [/opt/rt3/bin/../lib/RT/I18N.pm:196]
  [/opt/rt3/bin/../lib/RT/I18N.pm:196]
  [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:520]
  [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:141]
  [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238]
  [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:464]
  [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:196]
  [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:177]
  [/opt/rt3/bin/../lib/RT/Record.pm:1419]
  [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2145]
  [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2057]
  [/opt/rt3/bin/../lib/RT/Interface/Web.pm:705]
  [/opt/rt3/share/html/Ticket/Display.html:145]
  [/opt/rt3/share/html/Ticket/Update.html:257]
  [/opt/rt3/share/html/autohandler:308]
(/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:472)

It occurs for both emails, and web interactions, and seems to be related to
Transaction->Content not being included in notifications. Below is the current
template being used for #6 (Admin Comment). Essentially the same code is
being used for #5 (Admin Correspondence) and #3 (Transaction). There is no
error log entry for #3, but none of them include the message body :-/
Any help would be greatly appreciated.

Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject);
$s =~ s/\[Comment\]//g; $s =~ s/^Re//i; $s;}
X-Priority: {my $p=$Ticket->Priority; $p=50 if $p<0; 6-(int(($p/20)+.5)||1)}

This is a comment.  It is not sent to the Requestor(s):

<URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
{ #Link to attachments
  my @res;
  my $Attachments = $Transaction->Attachments;
  $Attachments->Limit( FIELD => 'Filename', OPERATOR => '!=', VALUE => '' );
  while (my $a = $Attachments->Next) {
    push(@res, sprintf("%sTicket/Attachment/%i/%i/%s", $RT::WebURL,
$a->TransactionId, $a->id, $a->Filename));
  }
  @res ? join('', map{ "<enc: $_ >\n" } @res ) : '';
}

{$Transaction->Content()}


From mike.peachey at jennic.com  Tue Jan 27 13:08:57 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 27 Jan 2009 18:08:57 +0000
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <06E196F50CB4124F866209B27D569C8305E2407E@mail.i.denveria.com>
References: <06E196F50CB4124F866209B27D569C8305E2407E@mail.i.denveria.com>
Message-ID: <497F4DB9.1050308@jennic.com>

Derrick Smith wrote:
> Hello all,
> 
> 	I recently setup RT and wanted to integrate it with my AD
> infrastructure.  Through the use of these mailing lists, other forums,
> RT wiki and Google I've been able to get RT running and LDAP
> authentication working but I was under the impression that when a user
> logs into RT using their LDAP user/password a user is created within RT
> automatically.  Is this incorrect?  
> 
> 	When I log in as a domain user I'm granted unprivileged access
> (which is okay) but the user does not show up in the user list if I then
> login as a privileged user (root).  Has anyone else had this problem?  I
> believe RT_SiteConfig is configured correctly but I've added it to this
> email for further review.  I've also attached the ldap authentication
> log (rt.log).
> 

1. You ought to make sure you're using ExternalAuth v0.08 - the
configuration you supplied suggests a slightly older version as, for
example, the 'auth' and 'info' lines in the LDAP config have been
deprecated.

2. I'm willing to bet that you've come across the most simple of issue
that confuses every new RT admin.

The user list only every lists "privileged" users by default. If you
want other users to show up you need to specify a search in which they
would appear as a result.

If you truly want to see ALL users in RT, I recommend the following search:

Search for all users whose "username" "isn't" "z". That should show up
all your users (unless you have one with the username 'z' :) ).
-- 
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 jpierce at cambridgeenergyalliance.org  Tue Jan 27 13:15:46 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 27 Jan 2009 13:15:46 -0500
Subject: [rt-users] Scrip failures
In-Reply-To: <be7163f0901271000u1c599d07id078a371c3de0c86@mail.gmail.com>
References: <be7163f0901271000u1c599d07id078a371c3de0c86@mail.gmail.com>
Message-ID: <be7163f0901271015h4c014549u5990dcd409a81535@mail.gmail.com>

Okay, still no idea what's causing the commit failure,
but I have determined that the attachment link code
(adapted form wiki content) somehow results in an
empty Transaction->Content. Is the Limit not scoped?
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From mike.peachey at jennic.com  Tue Jan 27 13:31:09 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 27 Jan 2009 18:31:09 +0000
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <06E196F50CB4124F866209B27D569C8305E24080@mail.i.denveria.com>
References: <06E196F50CB4124F866209B27D569C8305E24080@mail.i.denveria.com>
Message-ID: <497F52ED.8080605@jennic.com>

Derrick Smith wrote:
> I knew there was something simple I was missing.  Running a search that
> way generated a list of all users that have accessed the site.  Thanks
> so much for your help and I'll look into upgrading versions. 

IGNORE me! I wasn't paying enough attention to the fact you're using
RT-3.6.x.

RT-3.6.x = ExternalAuth v0.05
RT-3.8.x = ExternalAuth v0.08

While 0.08 ought to work on RT-3.6 I don't know anyone who's tried it
and by no means expect it to work.
-- 
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  Tue Jan 27 13:32:42 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 27 Jan 2009 18:32:42 +0000
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <497F52ED.8080605@jennic.com>
References: <06E196F50CB4124F866209B27D569C8305E24080@mail.i.denveria.com>
	<497F52ED.8080605@jennic.com>
Message-ID: <497F534A.1050500@jennic.com>

Mike Peachey wrote:
> Derrick Smith wrote:
>> I knew there was something simple I was missing.  Running a search that
>> way generated a list of all users that have accessed the site.  Thanks
>> so much for your help and I'll look into upgrading versions. 
> 
> IGNORE me! I wasn't paying enough attention to the fact you're using
> RT-3.6.x.
> 
> RT-3.6.x = ExternalAuth v0.05
> RT-3.8.x = ExternalAuth v0.08
> 
> While 0.08 ought to work on RT-3.6 I don't know anyone who's tried it
> and by no means expect it to work.

Having said that.. DO look into upgrading to RT-3.8.x and then EA:0.08
with it.

-- 
Kind Regards,

__________________________________________________

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


From jesse at bestpractical.com  Tue Jan 27 13:39:06 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 13:39:06 -0500
Subject: [rt-users] RT 3.8.2 - CF Enter One Value With Autocomplete
	non-functional?
In-Reply-To: <7da473950901270843x22cb1d3dvb2ef88d3cbb7fded@mail.gmail.com>
References: <7da473950901270804u1200c450vc19a45d584310a4d@mail.gmail.com>
	<7da473950901270843x22cb1d3dvb2ef88d3cbb7fded@mail.gmail.com>
Message-ID: <20090127183906.GG15157@bestpractical.com>




On Tue, Jan 27, 2009 at 11:43:01AM -0500, Blake Crawford wrote:
> Hi folks:
> 
> Been researching this one all morning, and can't find a reason for it.  I
> have a CF, enter one value with autocomplete, populated with 10 random
> values.  When starting to enter values, nothing happens.  Looking in the
> page source, it is evidently an AJAX thing, so I tried on three browsers
> (Firefox, IE, Safari), all didn't work.  Apache error logs indicate no
> problem, access logs give 200's on Helper/Autocomplete/CustomFieldValues.

Can you try with SVN HEAD of 3.8? We've found and fixed some bugs
related to the autocompleting CF type after 3.8.2

-jesse


From jesse at bestpractical.com  Tue Jan 27 13:41:19 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 13:41:19 -0500
Subject: [rt-users] RTFM WikiText formatting
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64CFF5F7@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF5F7@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <20090127184119.GI15157@bestpractical.com>




On Tue, Jan 27, 2009 at 01:07:44PM -0000, Alex Young wrote:
> After upgrading to the latest RTFM version I have found that some of the
> customizations on http://wiki.bestpractical.com/view/RTFM no longer work
> and I can't work out why.

Alex, what version of RTFM did you upgrade _from_? (Also, what version
of RT were you on / are you on now?)


From jesse at bestpractical.com  Tue Jan 27 13:45:25 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 13:45:25 -0500
Subject: [rt-users] From Ticket transaction custom fields to Ticket
	custom fields
In-Reply-To: <E45F50A77378A34C90E628EEB5609679021ACA1C@echelmail2.ecraft.internal>
References: <E45F50A77378A34C90E628EEB5609679021ACA1C@echelmail2.ecraft.internal>
Message-ID: <20090127184525.GK15157@bestpractical.com>




On Tue, Jan 27, 2009 at 11:54:01AM +0200, Lauren, Robin wrote:
> Hi all,
> 
> I asked this before but obviously with too many words since i never got an
> answer. So here goes again.
> 
> Can i change a Custom field's Applies to -attribute from "Ticket
> Transactions" to "Tickets" without all heck breaking loose, on a queue
> already using said custom attribute? 

No. I'd recommend creating a new CF and disabling the old one.

> If not, what heck would break loose and how can it be avoided?

You'd lose all your existing data. (Well, it wouldn't be deleted, but it
would be hidden away and potentially a bit hard to reconstruct.)
> 
> The RT used is version 3.6.5.
> 
> 
> Best regards,
>  ~Robin Lauren
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Jan 27 13:50:57 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 13:50:57 -0500
Subject: [rt-users] RT 3.8.2 / Pg 8.3.5: Case-insensitive searching on
	custom fields workaround
In-Reply-To: <b9f8f3a70901262042i76e76fd2n309fb7627dd70f5c@mail.gmail.com>
References: <b9f8f3a70901262042i76e76fd2n309fb7627dd70f5c@mail.gmail.com>
Message-ID: <20090127185057.GM15157@bestpractical.com>




On Mon, Jan 26, 2009 at 11:42:36PM -0500, Adam Tingle wrote:
> I've discovered a workaround to the issue below that seems to work. I'm
> wondering if anyone can tell if this will break anything else in RT? If I
> remember correctly, MySQL is case-insensitive by default, so is there really
> any difference in having PostgreSQL behave the same way? Here is the diff:

That seems to be a safe change to make locally. It's worth forwarding to
rt-bugs at bestpractical.com so it can be evaluated for inclusion in a
future RT (and run through the full regression test suite)

Best,
Jesse
> --- SearchBuilder.pm    2009-01-13 12:00:22.000000000 -0500
> +++ /usr/local/share/request-tracker3.8/lib/RT/SearchBuilder.pm 2009-01-26
> 22:58:12.000000000 -0500
> @@ -277,17 +277,17 @@
>  This Limit sub calls SUPER::Limit, but defaults "CASESENSITIVE" to 1, thus
>  making sure that by default lots of things don't do extra work trying to
>  match lower(colname) agaist lc($val);
> 
>  =cut
> 
>  sub Limit {
>      my $self = shift;
> -    my %args = ( CASESENSITIVE => 1,
> +    my %args = ( CASESENSITIVE => 0,
>                   @_ );
> 
>      return $self->SUPER::Limit(%args);
>  }
> 
>  =head2 ItemsOrderBy
> 
>  If it has a SortOrder attribute, sort the array by SortOrder.
> 
> 
> ---------- Forwarded message ----------
> From: Adam Tingle <adamtingle at gmail.com>
> Date: Fri, Jan 23, 2009 at 10:09 PM
> Subject: RT 3.8.2 / Pg 8.3.5: Case-insensitive searching on custom fields
> not working?
> To: rt-users at lists.bestpractical.com
> 
> 
> When I do a search for a ticket subject or content, RT queries PostgreSQL
> using the ILIKE operator and returns results on case-insensitive basis.
> However, when I search for a custom field, RT queries the database using the
> LIKE operator and returns results on a case-sensitive basis.
> 
> I've enabled the option log_statement = 'all' in postgresql.conf and see the
> following output in postgresql-8.3-main.log.
> 
> Here is sample output from a search on ticket subject:
> 
> LOG:  statement: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN
> Transactions Transactions_1  ON ( Transactions_1.ObjectId = main.id ) JOIN
> Attachments Attachments_2  ON ( Attachments_2.TransactionId =
> Transactions_1.id )  WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND
> (main.Status != 'deleted') AND ( (  ( Attachments_2.Content ILIKE
> '%searchterm%' )  ) ) AND (main.Type = 'ticket') AND (main.EffectiveId =
> main.id)
> 
> Here is sample output from a search on a custom field:
> 
> LOG:  statement: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN
> ObjectCustomFieldValues ObjectCustomFieldValues_1  ON (
> ObjectCustomFieldValues_1.CustomField = '1' ) AND (
> ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND (
> ObjectCustomFieldValues_1.Disabled = '0' ) AND (
> ObjectCustomFieldValues_1.ObjectId = main.id )  WHERE (main.Status !=
> 'deleted') AND ( (  (  (  ( ObjectCustomFieldValues_1.Content LIKE
> '%searchterm%' OR  (  ( ObjectCustomFieldValues_1.Content = '' OR
> ObjectCustomFieldValues_1.Content IS NULL )  AND
> ObjectCustomFieldValues_1.LargeContent LIKE '%searchterm%' )  )  )  )  ) )
> AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)
> 
> Is this a bug or expected results? I'd really like to have case-insensitive
> search on CFs.
> 
> Thanks RT!
> 
> -- 
> ...................
> Adam Tingle

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Jan 27 13:59:05 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 10:59:05 -0800
Subject: [rt-users] Ticket Forward Problem With Thunderbird
In-Reply-To: <497F120B.7040801@ias.edu>
References: <49777615.5090104@ias.edu>	<3CE7D8D453B27148BBCA0B2063B11E64CFF53A@s-wor-e-001.SCOUTSOFFICE.local>	<20090126181827.GF33320@72-61-17-29.pools.spcsdns.net>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF57A@s-wor-e-001.SCOUTSOFFICE.local>
	<497F120B.7040801@ias.edu>
Message-ID: <46F4FD5C-6C6B-4E07-B97A-28785E3E1F7E@netconsonance.com>

There must be a configuration setting with the Perl mailtools  
package.   I have 3.8.1 stock and it forwards in MIME format.   I just  
tested...

Subject: Fwd: Re: [Abuse #6] [SpamCop (http://www.coyotepoint.com/) id: 
3809219478]Gen-xit Netgear CISCO 3COM MRV Transition
Date: Tue, 27 Jan 2009 10:56:24 -0800
Content-type: multipart/mixed; boundary="----------=_1233082584-11855-2"

This is a multi-part message in MIME format...

------------=_1233082584-11855-2


This is forward of transaction #144 of a ticket #6

------------=_1233082584-11855-2
Content-Type: message/rfc822
Content-Disposition: attachment
Content-Transfer-Encoding: binary
Content-Description: forwarded message

...etc

On Jan 27, 2009, at 5:54 AM, Alan Cheng wrote:
> I am attaching the original email below to show that the attachment  
> "forwarded message.eml" is uuencoded.  Perhaps there is an option  
> somewhere to change this to MIME encoding instead?  The uuencoded  
> portion was modified a little bit to protect the content since this  
> is a real ticket in our system.
>
> Message-ID: <200901271347.n0RDlUIv022736 at rt.ias.edu>
> To: <chenga at ias.edu>
> Cc:
> Subject: Fwd: [NET #774] TEST ONLY
> From: <netrt at ias.edu>
> Date: Tue, 27 Jan 2009 08:47:30 -0500
> X-OriginalArrivalTime: 27 Jan 2009 13:47:33.0882 (UTC)  
> FILETIME=[CE69DDA0:01C98085]
>
>
> This is forward of transaction #5167 of a ticket #774
>
>
> begin 666 forwarded message.eml
> M0V]N=&5N="U4>7!E.B!T97AT+W!L86EN.R!B;W5N9&%R>3TB+2TM+2TM+2TM
> M+3U?,3(S,C4V-#@R-"TX.#$P+38R(@T*0V]N=&5N="U4<F%N<V9E<BU%;F-O
> M9&EN9SH at 8FEN8711233545AGHNFGERYEYT344#$N, T*6"U-86EL97(Z($U)
> M344M=&]O;', at -2XT,C8@*$5N=&ET>2 U+C0R-BD-"E-U8FIE8W0Z($0F22!7
> M96(@4V5R=F5R($)A8VMU< T*1G)O;3H@,C(-"D-O;G1E;G0M3&5N9W1H.B P
> $#0H-"@``
> `
> end
>
> Thanks,
>
> Alan
>
>
> Alex Young wrote:
>>
>> Does the email display properly in Thunderbird for you?
>>
>> I have forwarded and email and been able to open it in Outlook  
>> fine, but Thunderbird remains a problem.
>>
>>
>>
>> -----Original Message-----
>> From: Jesse Vincent [mailto:jesse at bestpractical.com]
>> Sent: 26 January 2009 18:18
>> To: Alex Young
>> Cc: RT Users
>> Subject: Re: [rt-users] Ticket Forward Problem With Thunderbird
>>
>>
>>
>>
>>
>>> We are currently running RT-3.8.1.  It appears that the email  
>>> content
>>> (message.eml) is uuencoded when RT forwards a ticket.  Thunderbird
>>> doesn't seem to like this and cannot display the forwarding  
>>> email.  Is
>>> there a way to configure RT to do MIME encoding instead?  Any
>>> suggestions are greatly appreciated.
>>>
>> Hm. It sure seems to be doing MIME encoding by default for me:
>>
>> It adds a single message/rfc822 part containing the original MIME  
>> message.
>>
>> ->  1  I    <no description> (0.1K) (text/plain, 7bit, us-ascii)
>>     2  A    forwarded message (4.7K) (message/rfc822, binary, )
>>     3  I   ????> <no description> (2.2K) (multipart/mixed, 7bit, )
>>     4  I     ????> <no description> (0.6K) (text/plain, 8bit, utf-8)
>>     5  I     ????> <no description> (1.3K) (text/html, 8bit, utf-8)
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>
> -- 
> Alan Cheng <chenga at ias.edu>                   +1 609-734-8169
> UNIX Systems Administration      Institute for Advanced Study
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jrhett at netconsonance.com  Tue Jan 27 14:03:56 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 11:03:56 -0800
Subject: [rt-users] add screenshots where it says [screenshot] in the wiki?
Message-ID: <CF6A038E-7A09-495A-82B2-4BF4CB57F6BE@netconsonance.com>

There are lots of what look like placeholders in the wiki for  
screenshots.  Is that a request for someone to add a screenshot there?

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




From jrhett at netconsonance.com  Tue Jan 27 14:10:00 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 11:10:00 -0800
Subject: [rt-users] wiki -- break very long pages up into short pages?
Message-ID: <926A5AB4-EA43-4241-A92A-761FFF1BAEB8@netconsonance.com>

There are some very very very long pages in the wiki.   If we do add  
screenshots and stuff they will get even longer.   In addition, many  
of the sections within pages would benefit from direct linking  
elsewhere in the site.   http://wiki.bestpractical.com/view/ManualAdministration 
  in particular.

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




From jpierce at cambridgeenergyalliance.org  Tue Jan 27 14:12:22 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 27 Jan 2009 14:12:22 -0500
Subject: [rt-users] wiki -- break very long pages up into short pages?
In-Reply-To: <926A5AB4-EA43-4241-A92A-761FFF1BAEB8@netconsonance.com>
References: <926A5AB4-EA43-4241-A92A-761FFF1BAEB8@netconsonance.com>
Message-ID: <be7163f0901271112r59a3c273h695e4fa601385104@mail.gmail.com>

It's a wiki. One ought to simply do as one likes (within reason), yes?

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


From jesse at bestpractical.com  Tue Jan 27 14:13:21 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 14:13:21 -0500
Subject: [rt-users] wiki -- break very long pages up into short pages?
In-Reply-To: <926A5AB4-EA43-4241-A92A-761FFF1BAEB8@netconsonance.com>
References: <926A5AB4-EA43-4241-A92A-761FFF1BAEB8@netconsonance.com>
Message-ID: <20090127191321.GO15157@bestpractical.com>




On Tue, Jan 27, 2009 at 11:10:00AM -0800, Jo Rhett wrote:
> There are some very very very long pages in the wiki.   If we do add  
> screenshots and stuff they will get even longer.   In addition, many  
> of the sections within pages would benefit from direct linking  
> elsewhere in the site.   http://wiki.bestpractical.com/view/ManualAdministration 
>   in particular.

The ManualFoo pages were from an attempt to have a techwriter write a
proper manual a good few years back. The intent had been that it was
going to be a for-money item, but we ended up posting the content
instead of charging for it. I'd be 100% ok with splitting the pages into
logical sections, though I'd probably say that cutting to less than a
couple screens is probably too fine-grained. But that's handwavey and
I'm happy to be overruled by a volunteer who's actually doing the work.

Thanks!
-jesse


From jrhett at netconsonance.com  Tue Jan 27 14:14:08 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 11:14:08 -0800
Subject: [rt-users] wiki -- break very long pages up into short pages?
In-Reply-To: <be7163f0901271112r59a3c273h695e4fa601385104@mail.gmail.com>
References: <926A5AB4-EA43-4241-A92A-761FFF1BAEB8@netconsonance.com>
	<be7163f0901271112r59a3c273h695e4fa601385104@mail.gmail.com>
Message-ID: <034EDA5E-7572-4BA8-9430-8814760BA142@netconsonance.com>

On Jan 27, 2009, at 11:12 AM, Jerrad Pierce wrote:
> It's a wiki. One ought to simply do as one likes (within reason), yes?


It's also a colaborative effort and it has a primary owner, so I tend  
to try and figure out what changes they would be happy with and which  
they would prefer not to have before making a structural change like  
that.

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




From jrhett at netconsonance.com  Tue Jan 27 14:16:18 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 11:16:18 -0800
Subject: [rt-users] wiki -- break very long pages up into short pages?
In-Reply-To: <20090127191321.GO15157@bestpractical.com>
References: <926A5AB4-EA43-4241-A92A-761FFF1BAEB8@netconsonance.com>
	<20090127191321.GO15157@bestpractical.com>
Message-ID: <5B8A593F-E47F-4432-8B56-84A05440680A@netconsonance.com>

On Jan 27, 2009, at 11:13 AM, Jesse Vincent wrote:
> The ManualFoo pages were from an attempt to have a techwriter write a
> proper manual a good few years back. The intent had been that it was
> going to be a for-money item, but we ended up posting the content
> instead of charging for it. I'd be 100% ok with splitting the pages  
> into
> logical sections, though I'd probably say that cutting to less than a
> couple screens is probably too fine-grained.

Sounds like we are on the same page.   I'll see what I can do.

Would it be okay if I dropped Manual from the front of the new page  
names?   Every time I see "ManualApache" I think "configuring Apache  
by hand"... etc.

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




From jesse at bestpractical.com  Tue Jan 27 14:25:37 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 14:25:37 -0500
Subject: [rt-users] wiki -- break very long pages up into short pages?
In-Reply-To: <5B8A593F-E47F-4432-8B56-84A05440680A@netconsonance.com>
References: <926A5AB4-EA43-4241-A92A-761FFF1BAEB8@netconsonance.com>
	<20090127191321.GO15157@bestpractical.com>
	<5B8A593F-E47F-4432-8B56-84A05440680A@netconsonance.com>
Message-ID: <20090127192537.GQ15157@bestpractical.com>




On Tue, Jan 27, 2009 at 11:16:18AM -0800, Jo Rhett wrote:
> On Jan 27, 2009, at 11:13 AM, Jesse Vincent wrote:
> >The ManualFoo pages were from an attempt to have a techwriter write a
> >proper manual a good few years back. The intent had been that it was
> >going to be a for-money item, but we ended up posting the content
> >instead of charging for it. I'd be 100% ok with splitting the pages  
> >into
> >logical sections, though I'd probably say that cutting to less than a
> >couple screens is probably too fine-grained.
> 
> Sounds like we are on the same page.   I'll see what I can do.
> 
> Would it be okay if I dropped Manual from the front of the new page  
> names?   Every time I see "ManualApache" I think "configuring Apache  
> by hand"... etc.
> 

Certainly.

Will you leave the old page names as indexes to where the content went,
since there are folks outside the wiki who deeplink to those pages
today.


From jrhett at netconsonance.com  Tue Jan 27 14:59:39 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 11:59:39 -0800
Subject: [rt-users] why does RT alter the mail header order?
Message-ID: <3FD509C3-3668-40A4-9037-39DD19B72FD5@netconsonance.com>

Why does RT alter the mail header ordering?   If we get spam sent to  
RT I'd like to build a Scrip to report the spam, but it appears that  
RT is so misordering the mail headers that this becomes impossible.

They aren't alphabetical... or really anything I can find.   They  
appear to be completely random.

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




From KFCrocker at lbl.gov  Tue Jan 27 14:59:54 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 Jan 2009 11:59:54 -0800
Subject: [rt-users] Scrip failures
In-Reply-To: <be7163f0901271015h4c014549u5990dcd409a81535@mail.gmail.com>
References: <be7163f0901271000u1c599d07id078a371c3de0c86@mail.gmail.com>
	<be7163f0901271015h4c014549u5990dcd409a81535@mail.gmail.com>
Message-ID: <497F67BA.1090608@lbl.gov>

Jerrad,


	The limit for attachments is set in the RT_SiteConfig.pm file in 
$RTHOME->etc directory.


Kenn
LBNL

On 1/27/2009 10:15 AM, Jerrad Pierce wrote:
> Okay, still no idea what's causing the commit failure,
> but I have determined that the attachment link code
> (adapted form wiki content) somehow results in an
> empty Transaction->Content. Is the Limit not scoped?



From jrhett at netconsonance.com  Tue Jan 27 15:00:19 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 12:00:19 -0800
Subject: [rt-users] wiki -- break very long pages up into short pages?
In-Reply-To: <20090127192537.GQ15157@bestpractical.com>
References: <926A5AB4-EA43-4241-A92A-761FFF1BAEB8@netconsonance.com>
	<20090127191321.GO15157@bestpractical.com>
	<5B8A593F-E47F-4432-8B56-84A05440680A@netconsonance.com>
	<20090127192537.GQ15157@bestpractical.com>
Message-ID: <14524B46-CBAE-44AA-A6B1-15B1AA82875A@netconsonance.com>

On Jan 27, 2009, at 11:25 AM, Jesse Vincent wrote:
>> Would it be okay if I dropped Manual from the front of the new page
>> names?   Every time I see "ManualApache" I think "configuring Apache
>> by hand"... etc.
>
> Certainly.
>
> Will you leave the old page names as indexes to where the content  
> went,
> since there are folks outside the wiki who deeplink to those pages
> today.


As do I, so yeah ;-)

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




From jesse at bestpractical.com  Tue Jan 27 15:03:20 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 15:03:20 -0500
Subject: [rt-users] why does RT alter the mail header order?
In-Reply-To: <3FD509C3-3668-40A4-9037-39DD19B72FD5@netconsonance.com>
References: <3FD509C3-3668-40A4-9037-39DD19B72FD5@netconsonance.com>
Message-ID: <20090127200320.GH40510@17h.local>




On Tue 27.Jan'09 at 11:59:39 -0800, Jo Rhett wrote:
> Why does RT alter the mail header ordering?   If we get spam sent to  
> RT I'd like to build a Scrip to report the spam, but it appears that  
> RT is so misordering the mail headers that this becomes impossible.
>
> They aren't alphabetical... or really anything I can find.   They  
> appear to be completely random.

Last time this came up, I found the reference in RFC822 or 2822 that
said that headers weren't technically an ordered list.  

RT doesn't intentionally massage the header order, but either MIME::Tools or
RT, stores them as a hash at some point....
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From jpierce at cambridgeenergyalliance.org  Tue Jan 27 15:02:29 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 27 Jan 2009 15:02:29 -0500
Subject: [rt-users] Scrip failures
In-Reply-To: <497F67BA.1090608@lbl.gov>
References: <be7163f0901271000u1c599d07id078a371c3de0c86@mail.gmail.com>
	<be7163f0901271015h4c014549u5990dcd409a81535@mail.gmail.com>
	<497F67BA.1090608@lbl.gov>
Message-ID: <be7163f0901271202t4687fdf4u5d723eecfa1c9a4f@mail.gmail.com>

On Tue, Jan 27, 2009 at 14:59, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
> Jerrad,
>
>
>        The limit for attachments is set in the RT_SiteConfig.pm file in
> $RTHOME->etc directory.
Hi Ken, I think you may have misunderstood. I was not referring to attachment
size limit, but the ->Limit() method call in the previously quoted code.

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


From blake at blakecrawford.com  Tue Jan 27 15:10:44 2009
From: blake at blakecrawford.com (Blake Crawford)
Date: Tue, 27 Jan 2009 15:10:44 -0500
Subject: [rt-users] RT 3.8.2 - CF Enter One Value With Autocomplete
	non-functional?
In-Reply-To: <20090127183906.GG15157@bestpractical.com>
References: <7da473950901270804u1200c450vc19a45d584310a4d@mail.gmail.com>
	<7da473950901270843x22cb1d3dvb2ef88d3cbb7fded@mail.gmail.com>
	<20090127183906.GG15157@bestpractical.com>
Message-ID: <7da473950901271210y62ae3404nd113ffc374538d50@mail.gmail.com>

I actually just sorted it out, and it was related to the apache
configuration.  I originally had it configured using WebPath of "/rt".
Using Firebug, I debugged the AJAX requests/responses for a test field, and
the callback was to "/Helpers/.....", rather than "/rt/Helpers...".  I spend
a few hours and couldn't get it to work with a WebPath, so I reconfigured to
a blank value, and now everything works.

Thanks for the prompt response.  I'll try w/ SVN HEAD for 3.8 on my laptop
and see if I can reproduce the problem.

-Blake

On Tue, Jan 27, 2009 at 1:39 PM, Jesse Vincent <jesse at bestpractical.com>wrote:

>
>
>
> On Tue, Jan 27, 2009 at 11:43:01AM -0500, Blake Crawford wrote:
> > Hi folks:
> >
> > Been researching this one all morning, and can't find a reason for it.  I
> > have a CF, enter one value with autocomplete, populated with 10 random
> > values.  When starting to enter values, nothing happens.  Looking in the
> > page source, it is evidently an AJAX thing, so I tried on three browsers
> > (Firefox, IE, Safari), all didn't work.  Apache error logs indicate no
> > problem, access logs give 200's on Helper/Autocomplete/CustomFieldValues.
>
> Can you try with SVN HEAD of 3.8? We've found and fixed some bugs
> related to the autocompleting CF type after 3.8.2
>
> -jesse
>
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From jrhett at netconsonance.com  Tue Jan 27 15:11:35 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 12:11:35 -0800
Subject: [rt-users] why does RT alter the mail header order?
In-Reply-To: <20090127200320.GH40510@17h.local>
References: <3FD509C3-3668-40A4-9037-39DD19B72FD5@netconsonance.com>
	<20090127200320.GH40510@17h.local>
Message-ID: <F34EC390-DE97-457C-8A82-CD42EA2F06BD@netconsonance.com>

On Jan 27, 2009, at 12:03 PM, Jesse Vincent wrote:
> Last time this came up, I found the reference in RFC822 or 2822 that
> said that headers weren't technically an ordered list.

Yes, but in practice everyone has shifted away from this.   Received  
header ordering is absolutely necessary for proper spam reporting.

> RT doesn't intentionally massage the header order, but either  
> MIME::Tools or
> RT, stores them as a hash at some point....


I'll dig into this.

Is there any place that RT stores the original, unaltered message?

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




From jesse at bestpractical.com  Tue Jan 27 15:13:07 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 15:13:07 -0500
Subject: [rt-users] RT 3.8.2 - CF Enter One Value With Autocomplete
	non-functional?
In-Reply-To: <7da473950901271210y62ae3404nd113ffc374538d50@mail.gmail.com>
References: <7da473950901270804u1200c450vc19a45d584310a4d@mail.gmail.com>
	<7da473950901270843x22cb1d3dvb2ef88d3cbb7fded@mail.gmail.com>
	<20090127183906.GG15157@bestpractical.com>
	<7da473950901271210y62ae3404nd113ffc374538d50@mail.gmail.com>
Message-ID: <20090127201307.GS15157@bestpractical.com>




On Tue, Jan 27, 2009 at 03:10:44PM -0500, Blake Crawford wrote:
> I actually just sorted it out, and it was related to the apache
> configuration.  I originally had it configured using WebPath of "/rt".
> Using Firebug, I debugged the AJAX requests/responses for a test field, and
> the callback was to "/Helpers/.....", rather than "/rt/Helpers...".  I spend
> a few hours and couldn't get it to work with a WebPath, so I reconfigured to
> a blank value, and now everything works.
> 
> Thanks for the prompt response.  I'll try w/ SVN HEAD for 3.8 on my laptop
> and see if I can reproduce the problem.

What we actually fixed was related to "jumpy" and misplaged results
lists. If you can repro this with SVN HEAD, please report it to
rt-bugs at fsck.com


From jpierce at cambridgeenergyalliance.org  Tue Jan 27 15:16:39 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 27 Jan 2009 15:16:39 -0500
Subject: [rt-users] Scrip failures
In-Reply-To: <be7163f0901271015h4c014549u5990dcd409a81535@mail.gmail.com>
References: <be7163f0901271000u1c599d07id078a371c3de0c86@mail.gmail.com>
	<be7163f0901271015h4c014549u5990dcd409a81535@mail.gmail.com>
Message-ID: <be7163f0901271216q7db89d01i4b5dc2f0d19759d3@mail.gmail.com>

Okay, further details of this very very bad thing. The templates are
not the problem,
"On Correspond Notify Requestors and CCs" is croaking for responses submitted
via the web interface.

I rechecked the ScripActions table, since I added "Notify AdminCCs and Owners"
last night, but this looks right to me:

id | Name       | Description           | ExecModule | Argument | Creator
 6 | Notify Ccs | Sends mail to the Ccs | Notify     | Cc       |       1

It seems very odd that internationalization should be capable of
inducing message
delivery failure...
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jesse at bestpractical.com  Tue Jan 27 15:28:35 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 15:28:35 -0500
Subject: [rt-users] why does RT alter the mail header order?
In-Reply-To: <F34EC390-DE97-457C-8A82-CD42EA2F06BD@netconsonance.com>
References: <3FD509C3-3668-40A4-9037-39DD19B72FD5@netconsonance.com>
	<20090127200320.GH40510@17h.local>
	<F34EC390-DE97-457C-8A82-CD42EA2F06BD@netconsonance.com>
Message-ID: <20090127202835.GW15157@bestpractical.com>



On Tue, Jan 27, 2009 at 12:11:35PM -0800, Jo Rhett wrote:
> 
> Is there any place that RT stores the original, unaltered message?

Not by default, no.  The first thing RT does when it gets its mitts on a
mesage is split it into seperate MIME bodies and normalize them to UTF-8.
Were I going to start from scratch today, I'd make a different decision.



From jrhett at netconsonance.com  Tue Jan 27 15:29:55 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 12:29:55 -0800
Subject: [rt-users] why does the freebsd port have 200+ dependancies?
Message-ID: <D8073796-C8ED-4F1A-97AE-133F727634E2@netconsonance.com>

(FreeBSD specific post, if you're not using you can simply ignore this  
message)

After seeing the ten bazillion things that www/rt38 wanted to install  
I ended up building a new machine separate from our build server just  
to build all of these ports.  I installed every one of them by hand  
(non-root user, typing the root password each time, manually checking  
the config option for each port).  I disabled every option in GD and  
GraphWiz that I could, and it still installed 272 ports.

In particular, it installed 120-something X11 apps and libraries on a  
machine which doesn't have X11, will never have X11, and explicitly  
has WITHOUT_X11=yes in /etc/make.conf.   So it's being overridden  
somewhere.

I have now removed 100-something of these ports and RT continues to  
operate and function in every way, without any difficulty.  After  
every 10 or so ports I remove (usually in the same dependancy branch)  
I stop and retest every function RT provides.

Before I continue to waste my time trying to figure out why so many  
things are enabled, could you as a maintainer perhaps address the  
question of why so many extra ports are added?  Are these extra ports  
added to satisfy requirements in extensions that you have added to  
RT?   Can I convince you to put those dependancies in a separate port  
with that extension so that we aren't required to have massive port  
bloat with the base package?

Note to RT Maintainers: it would be nice if you documented the  
explicit list of dependancies rather than forcing us to read the code  
to figure it out.

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




From jesse at bestpractical.com  Tue Jan 27 15:36:08 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 15:36:08 -0500
Subject: [rt-users] why does the freebsd port have 200+ dependancies?
In-Reply-To: <D8073796-C8ED-4F1A-97AE-133F727634E2@netconsonance.com>
References: <D8073796-C8ED-4F1A-97AE-133F727634E2@netconsonance.com>
Message-ID: <20090127203608.GY15157@bestpractical.com>


> Note to RT Maintainers: it would be nice if you documented the  
> explicit list of dependancies rather than forcing us to read the code  
> to figure it out.

I couldn't tell if this bit was FreeBSD specific or targeted at me.
If the latter, sbin/rt-test-dependencies should be the canonical source
of what you want.
-Jesse


From jesse at bestpractical.com  Tue Jan 27 15:39:50 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 15:39:50 -0500
Subject: [rt-users] why does RT alter the mail header order?
In-Reply-To: <20090127202835.GW15157@bestpractical.com>
References: <3FD509C3-3668-40A4-9037-39DD19B72FD5@netconsonance.com>
	<20090127200320.GH40510@17h.local>
	<F34EC390-DE97-457C-8A82-CD42EA2F06BD@netconsonance.com>
	<20090127202835.GW15157@bestpractical.com>
Message-ID: <20090127203950.GZ15157@bestpractical.com>

Following up on my own post:

 RFC 2822, 3.6:
 ...for the purposes of this standard, header fields SHOULD NOT be reordered
 when a message is transported or transformed.  More importantly, the trace
 header fields and resent header fields MUST NOT be reordered, and SHOULD be
 kept in blocks prepended to the message.

So, if we're reordering the received lines, it's a bug I'd like to see fixed.
Assuming they don't otherwise compromise the system (which is really, always the case), 
patches would most certainly be welcome.

Best,
Jesse


From jesse at bestpractical.com  Tue Jan 27 15:46:52 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 15:46:52 -0500
Subject: [rt-users] Ticket Forward Problem With Thunderbird
In-Reply-To: <497F120B.7040801@ias.edu>
References: <49777615.5090104@ias.edu>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF53A@s-wor-e-001.SCOUTSOFFICE.local>
	<20090126181827.GF33320@72-61-17-29.pools.spcsdns.net>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF57A@s-wor-e-001.SCOUTSOFFICE.local>
	<497F120B.7040801@ias.edu>
Message-ID: <20090127204652.GB15157@bestpractical.com>




On Tue, Jan 27, 2009 at 08:54:19AM -0500, Alan Cheng wrote:
> 
> I am attaching the original email below to show that the attachment
> "forwarded message.eml" is uuencoded.  Perhaps there is an option
> somewhere to change this to MIME encoding instead?  The uuencoded
> portion was modified a little bit to protect the content since this is a
> real ticket in our system.

The relevant code reads like this:
    $mail->attach(
        Type => 'message/rfc822',
        Disposition => 'attachment',
        Description => 'forwarded message',
        Data => $entity->as_string,
    );

Perhaps your local client is massaging the received message in some way.

Why don't you try forwarding a transaction to my address?



From falcone at bestpractical.com  Tue Jan 27 16:16:31 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Jan 2009 16:16:31 -0500
Subject: [rt-users] RT 3.8.2 - CF Enter One Value With Autocomplete
	non-functional?
In-Reply-To: <7da473950901271210y62ae3404nd113ffc374538d50@mail.gmail.com>
References: <7da473950901270804u1200c450vc19a45d584310a4d@mail.gmail.com>
	<7da473950901270843x22cb1d3dvb2ef88d3cbb7fded@mail.gmail.com>
	<20090127183906.GG15157@bestpractical.com>
	<7da473950901271210y62ae3404nd113ffc374538d50@mail.gmail.com>
Message-ID: <FC636227-9217-4C3C-BDA1-99C4EE96B75A@bestpractical.com>


On Jan 27, 2009, at 3:10 PM, Blake Crawford wrote:

>
> I actually just sorted it out, and it was related to the apache  
> configuration.  I originally had it configured using WebPath of "/ 
> rt".  Using Firebug, I debugged the AJAX requests/responses for a  
> test field, and the callback was to "/Helpers/.....", rather than "/ 
> rt/Helpers...".  I spend a few hours and couldn't get it to work  
> with a WebPath, so I reconfigured to a blank value, and now  
> everything works.
>
> Thanks for the prompt response.  I'll try w/ SVN HEAD for 3.8 on my  
> laptop and see if I can reproduce the problem.

Make sure you're up to rev 17941 (17939 should fix the issue with  
WebPath you were seeing).

-kevin

> On Tue, Jan 27, 2009 at 1:39 PM, Jesse Vincent <jesse at bestpractical.com 
> > wrote:
>
>
>
> On Tue, Jan 27, 2009 at 11:43:01AM -0500, Blake Crawford wrote:
> > Hi folks:
> >
> > Been researching this one all morning, and can't find a reason for  
> it.  I
> > have a CF, enter one value with autocomplete, populated with 10  
> random
> > values.  When starting to enter values, nothing happens.  Looking  
> in the
> > page source, it is evidently an AJAX thing, so I tried on three  
> browsers
> > (Firefox, IE, Safari), all didn't work.  Apache error logs  
> indicate no
> > problem, access logs give 200's on Helper/Autocomplete/ 
> CustomFieldValues.
>
> Can you try with SVN HEAD of 3.8? We've found and fixed some bugs
> related to the autocompleting CF type after 3.8.2
>
> -jesse
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Tue Jan 27 16:18:30 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Tue, 27 Jan 2009 21:18:30 -0000
Subject: [rt-users] RTFM WikiText formatting
In-Reply-To: <20090127184119.GI15157@bestpractical.com>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF5F7@s-wor-e-001.SCOUTSOFFICE.local>
	<20090127184119.GI15157@bestpractical.com>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF6AF@s-wor-e-001.SCOUTSOFFICE.local>

I am currently on RT 3.8.2 and RTFM 1.4.1

I have upgraded from RTFM 2.4.0 and 2.2.1 before that. 

I was on RT 3.8.1 and 3.6.6 previously.


-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: 27 January 2009 18:41
To: Alex Young
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RTFM WikiText formatting




On Tue, Jan 27, 2009 at 01:07:44PM -0000, Alex Young wrote:
> After upgrading to the latest RTFM version I have found that some of
the
> customizations on http://wiki.bestpractical.com/view/RTFM no longer
work
> and I can't work out why.

Alex, what version of RTFM did you upgrade _from_? (Also, what version
of RT were you on / are you on now?)


From jpierce at cambridgeenergyalliance.org  Tue Jan 27 16:18:40 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 27 Jan 2009 16:18:40 -0500
Subject: [rt-users] URGENT Re: Scrip failures
Message-ID: <be7163f0901271318i2f95e20ar104c0937e6886214@mail.gmail.com>

I've diffed database dumps, and the codebase, but there've been no changes
that could explain RT's sudden failure to send proper requestor notifications.
It seems web-responses are not logged, cause the aforementioned exception,
and the recipient receives a message with the actual content as an "attachment"
(that apparently some clients will not display, but it ought to be
inlined anyhow)

Default "On Correspond Notify Requestors and Ccs"
Correspondence template:
  RT-Attach-Message: yes
  X-Priority: {my $p=$Ticket->Priority; $p=50 if $p<0; 6-(int(($p/20)+.5)||1)}

  {$Transaction->Content()}
-- 
Cambridge Energy Alliance: Save money. Save the planet.
-------------- next part --------------
                                                                                                                                                                                                                                                               
Delivered-To: jpierce at cambridgeenergyalliance.org
Received: by 10.229.91.205 with SMTP id o13cs5011qcm;
        Tue, 27 Jan 2009 13:08:18 -0800 (PST)
Received: by 10.100.126.15 with SMTP id y15mr2553096anc.38.1233090497626;
        Tue, 27 Jan 2009 13:08:17 -0800 (PST)
Return-Path: <rt-root=localhost at cambenergy.org>
Received: from rt.cambenergy.org (71.4.180.220.ptr.us.xo.net [71.4.180.220])
        by mx.google.com with ESMTP id c28si26058969anc.45.2009.01.27.13.08.17;
        Tue, 27 Jan 2009 13:08:17 -0800 (PST)
Received-SPF: pass (google.com: domain of rt-root=localhost at cambenergy.org designates 71.4.180.220 as permitted sender)
Authentication-Results: mx.google.com; spf=pass (google.com: domain of rt-root=localhost at cambenergy.org designates 71.4.180.220 as permitted sender) smtp.mail=rt-root=localhost at cambenergy.org
Received: by rt.cambenergy.org (Postfix, from userid 48)
	id 99CC33C8404; Tue, 27 Jan 2009 16:11:20 -0500 (EST)
X-Priority: 5
Subject: [CEA Homes #2065] Jerrad Pierce/8 Beech Street, 
From: "System: Administrator" <rt at cambenergy.org>
Reply-To: rt at cambenergy.org
In-Reply-To: 
References: <RT-Ticket-2065 at cambenergy.org>
Message-ID: <rt-3.8.1-30127-1233090680-915.2065-6-0 at cambenergy.org>
Precedence: bulk
X-RT-Loop-Prevention: CEA
RT-Ticket: CEA #2065
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/)
RT-Originator: root at localhost
To: jpierce at cambridgeenergyalliance.org
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Content-type: multipart/mixed; boundary="----------=_1233090680-30127-31"
Date: Tue, 27 Jan 2009 16:11:20 -0500

This is a multi-part message in MIME format...

------------=_1233090680-30127-31
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"

This transaction appears to have no content

------------=_1233090680-30127-31
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: 7bit
RT-Attachment: 2065/23885/10114

Did adding owner to Admin CC cause this failure?
Some local code?
------------=_1233090680-30127-31--

From chenga at ias.edu  Tue Jan 27 16:23:30 2009
From: chenga at ias.edu (Alan Cheng)
Date: Tue, 27 Jan 2009 16:23:30 -0500
Subject: [rt-users] Ticket Forward Problem With Thunderbird
In-Reply-To: <20090127204652.GB15157@bestpractical.com>
References: <49777615.5090104@ias.edu>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF53A@s-wor-e-001.SCOUTSOFFICE.local>
	<20090126181827.GF33320@72-61-17-29.pools.spcsdns.net>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF57A@s-wor-e-001.SCOUTSOFFICE.local>
	<497F120B.7040801@ias.edu>
	<20090127204652.GB15157@bestpractical.com>
Message-ID: <497F7B52.10305@ias.edu>

Hi Jesse,

What a surprise!!!  Indeed it looks like Thunderbird was massaging the
forwarding email...  I forwarded the very same ticket to my Hotmail
account and it looked just fine.  As soon as I forwarded it to my local
work email account and have Thunderbird open it, the attachment became
uuencoded.  This is probably done by some plug-in?  I will investigate
and report back if I find any information.

Thanks very much for your help!

Alan

Jesse Vincent wrote:
>
> On Tue, Jan 27, 2009 at 08:54:19AM -0500, Alan Cheng wrote:
>   
>> I am attaching the original email below to show that the attachment
>> "forwarded message.eml" is uuencoded.  Perhaps there is an option
>> somewhere to change this to MIME encoding instead?  The uuencoded
>> portion was modified a little bit to protect the content since this is a
>> real ticket in our system.
>>     
>
> The relevant code reads like this:
>     $mail->attach(
>         Type => 'message/rfc822',
>         Disposition => 'attachment',
>         Description => 'forwarded message',
>         Data => $entity->as_string,
>     );
>
> Perhaps your local client is massaging the received message in some way.
>
> Why don't you try forwarding a transaction to my address?
>
>   


-- 
Alan Cheng <chenga at ias.edu>                   +1 609-734-8169
UNIX Systems Administration      Institute for Advanced Study

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From jesse at bestpractical.com  Tue Jan 27 16:26:23 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Jan 2009 16:26:23 -0500
Subject: [rt-users] RTFM WikiText formatting
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64CFF6AF@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF5F7@s-wor-e-001.SCOUTSOFFICE.local>
	<20090127184119.GI15157@bestpractical.com>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF6AF@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <20090127212623.GF15157@bestpractical.com>




On Tue, Jan 27, 2009 at 09:18:30PM -0000, Alex Young wrote:
> I am currently on RT 3.8.2 and RTFM 1.4.1
> 
> I have upgraded from RTFM 2.4.0 and 2.2.1 before that. 
> 
> I was on RT 3.8.1 and 3.6.6 previously.
>

Can you try that once more?

What version of RT and RTFM did it last work as you 'expected' on?
What version of RT and RTFM did it first work 'incorrectly' on?


From alexyoung at scoutsolutions.co.uk  Tue Jan 27 16:30:01 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Tue, 27 Jan 2009 21:30:01 -0000
Subject: [rt-users] RTFM WikiText formatting
In-Reply-To: <20090127212623.GF15157@bestpractical.com>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF5F7@s-wor-e-001.SCOUTSOFFICE.local>
	<20090127184119.GI15157@bestpractical.com>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF6AF@s-wor-e-001.SCOUTSOFFICE.local>
	<20090127212623.GF15157@bestpractical.com>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF6B0@s-wor-e-001.SCOUTSOFFICE.local>

Sorry Jesse,
	My users reported it broken after I updated to RT 3.8.2 and RTFM
2.4.1.

It could *possibly* have been broken before that when I updated to 3.8.1
and 2.4.0, but that's unlikely as they use the pages that are now broken
with the %code% tags so I would have expected an earlier bug report.




-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: 27 January 2009 21:26
To: Alex Young
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RTFM WikiText formatting




On Tue, Jan 27, 2009 at 09:18:30PM -0000, Alex Young wrote:
> I am currently on RT 3.8.2 and RTFM 1.4.1
> 
> I have upgraded from RTFM 2.4.0 and 2.2.1 before that. 
> 
> I was on RT 3.8.1 and 3.6.6 previously.
>

Can you try that once more?

What version of RT and RTFM did it last work as you 'expected' on?
What version of RT and RTFM did it first work 'incorrectly' on?


From skreuzer at exit2shell.com  Tue Jan 27 16:33:37 2009
From: skreuzer at exit2shell.com (Steven Kreuzer)
Date: Tue, 27 Jan 2009 16:33:37 -0500
Subject: [rt-users] why does the freebsd port have 200+ dependancies?
In-Reply-To: <D8073796-C8ED-4F1A-97AE-133F727634E2@netconsonance.com>
References: <D8073796-C8ED-4F1A-97AE-133F727634E2@netconsonance.com>
Message-ID: <2A4CF1AC-6D8A-47BE-8CF6-0CAA3A4640CE@exit2shell.com>


On Jan 27, 2009, at 3:29 PM, Jo Rhett wrote:

> (FreeBSD specific post, if you're not using you can simply ignore  
> this message)
>
> After seeing the ten bazillion things that www/rt38 wanted to  
> install I ended up building a new machine separate from our build  
> server just to build all of these ports.  I installed every one of  
> them by hand (non-root user, typing the root password each time,  
> manually checking the config option for each port).  I disabled  
> every option in GD and GraphWiz that I could, and it still installed  
> 272 ports.
>
> In particular, it installed 120-something X11 apps and libraries on  
> a machine which doesn't have X11, will never have X11, and  
> explicitly has WITHOUT_X11=yes in /etc/make.conf.   So it's being  
> overridden somewhere.

graphics/graphviz requires X11 to build so WITHOUT_X11 is ignored for  
that port.

>
> I have now removed 100-something of these ports and RT continues to  
> operate and function in every way, without any difficulty.  After  
> every 10 or so ports I remove (usually in the same dependancy  
> branch) I stop and retest every function RT provides.

I assume you haven't been testing the "Reports" function.

> Before I continue to waste my time trying to figure out why so many  
> things are enabled, could you as a maintainer perhaps address the  
> question of why so many extra ports are added?

Because RT requires them.

> Are these extra ports added to satisfy requirements in extensions  
> that you have added to RT?

Nope.

> Can I convince you to put those dependancies in a separate port with  
> that extension so that we aren't required to have massive port bloat  
> with the base package?

You would have to figure out a way to make graphviz compile without  
x11. I'm not sure that is possible.

>
> Note to RT Maintainers: it would be nice if you documented the  
> explicit list of dependancies rather than forcing us to read the  
> code to figure it out.

http://portsmon.freebsd.org/portdependencytree.py?category=www&portname=rt38


--
Steven Kreuzer
http://www.exit2shell.com/~skreuzer



From jpierce at cambridgeenergyalliance.org  Tue Jan 27 17:18:21 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 27 Jan 2009 17:18:21 -0500
Subject: [rt-users] URGENT Re: Scrip failures
In-Reply-To: <be7163f0901271318i2f95e20ar104c0937e6886214@mail.gmail.com>
References: <be7163f0901271318i2f95e20ar104c0937e6886214@mail.gmail.com>
Message-ID: <be7163f0901271418v4bdda4f7q8ee9b9be97e11fa3@mail.gmail.com>

Hmm, I spoke too soon Re: not being the template's fault.
Apparently the code form

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

has bad action-at-a-distance side-effects. Looks like something's
awry with &RT::Transaction_Overlay::Attachments, perhaps all
the mucking with self, rather than temp copies?

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


From jpierce at cambridgeenergyalliance.org  Tue Jan 27 17:42:52 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 27 Jan 2009 17:42:52 -0500
Subject: [rt-users] "Solved" Re: URGENT Re: Scrip failures
Message-ID: <be7163f0901271442m3386f515hec5eeb96816cb4d4@mail.gmail.com>

I finally found a nasty work-around, and have updated the wiki accordingly.
The "solution" seems to be to delete the object's attachment cache after
doing anything (potentially) iffy. I'm happy to here of any saner alternatives.

-Jerrad

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


From jpierce at cambridgeenergyalliance.org  Tue Jan 27 19:26:15 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 27 Jan 2009 19:26:15 -0500
Subject: [rt-users] display message after login
In-Reply-To: <576791.91033.qm@web36102.mail.mud.yahoo.com>
References: <576791.91033.qm@web36102.mail.mud.yahoo.com>
Message-ID: <be7163f0901271626y2bc1ff75q9b0be8473ebe7e5c@mail.gmail.com>

On Mon, Dec 15, 2008 at 14:40, charlycr74 at yahoo.com.ar
<charlycr74 at yahoo.com.ar> wrote:
> I already searched on google, wiki, etc.. and I could not figure out how to do it.
>
> I have to display a specific message every time someone from specific group logs in, the best way to have it, is to display it on the home page.
>
> For example I want to display the message "Escalation phone # 123-123-1234" on the top or on the left navigation bar.
>
> I'm sure that it should be possible to do that, but I don't know how to implement it.
For certain classes of message RT::Extension::ServiceUpdates could be useful,
but it's undocumented and seems to make some assumptions about what's a good
thing to do i.e; it prevents access when a message is in place.
Apache::Motd is a
more general solution, but it sounds like you want to create a nodelet:

Make a plugin with an html/Elements/PluginName:

  <&|/Widgets/TitleBox,
      title => loc("PluginName") &>

  <div class="rtxtags">
  ... #Do stuff here
  </div>

  </&>

  <%INIT>
  ... #or here, to check user group and display your message
  </%INIT>

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


From bob.micheletto at kaplan.com  Tue Jan 27 19:42:36 2009
From: bob.micheletto at kaplan.com (Bob Micheletto)
Date: Tue, 27 Jan 2009 18:42:36 -0600
Subject: [rt-users] RT 3.8.1/lighttpd problems
In-Reply-To: <BB866B0C5BED604094EE2525E2AFA9690ADE5F6E@EXKPCHIV1.alpha.kaplaninc.com>
References: <BB866B0C5BED604094EE2525E2AFA9690ADE5F6E@EXKPCHIV1.alpha.kaplaninc.com>
Message-ID: <BB866B0C5BED604094EE2525E2AFA9690AEDADCF@EXKPCHIV1.alpha.kaplaninc.com>

It was suggested that I send along my lighttpd.conf, thanks for looking
into this!

 

lighttpd.conf:

 

server.modules              = (

                                "mod_access",

                                "mod_fastcgi",

                                "mod_accesslog" )

 

server.document-root        = "/usr/local/rt3/share/html"

server.errorlog             = "/var/log/lighttpd/error.log"

 

index-file.names            = ( "index.php", "index.html",

                                "index.htm", "default.htm" )

 

mimetype.assign             = (

  ".pdf"          =>      "application/pdf",

  ".sig"          =>      "application/pgp-signature",

  ".spl"          =>      "application/futuresplash",

  ".class"        =>      "application/octet-stream",

  ".ps"           =>      "application/postscript",

  ".torrent"      =>      "application/x-bittorrent",

  ".dvi"          =>      "application/x-dvi",

  ".gz"           =>      "application/x-gzip",

  ".pac"          =>      "application/x-ns-proxy-autoconfig",

  ".swf"          =>      "application/x-shockwave-flash",

  ".tar.gz"       =>      "application/x-tgz",

  ".tgz"          =>      "application/x-tgz",

  ".tar"          =>      "application/x-tar",

  ".zip"          =>      "application/zip",

  ".mp3"          =>      "audio/mpeg",

  ".m3u"          =>      "audio/x-mpegurl",

  ".wma"          =>      "audio/x-ms-wma",

  ".wax"          =>      "audio/x-ms-wax",

  ".ogg"          =>      "application/ogg",

  ".wav"          =>      "audio/x-wav",

  ".gif"          =>      "image/gif",

  ".jar"          =>      "application/x-java-archive",

  ".jpg"          =>      "image/jpeg",

  ".jpeg"         =>      "image/jpeg",

  ".png"          =>      "image/png",

  ".xbm"          =>      "image/x-xbitmap",

  ".xpm"          =>      "image/x-xpixmap",

  ".xwd"          =>      "image/x-xwindowdump",

  ".css"          =>      "text/css",

  ".html"         =>      "text/html",

  ".htm"          =>      "text/html",

  ".js"           =>      "text/javascript",

  ".asc"          =>      "text/plain",

  ".c"            =>      "text/plain",

  ".cpp"          =>      "text/plain",

  ".log"          =>      "text/plain",

  ".conf"         =>      "text/plain",

  ".text"         =>      "text/plain",

  ".txt"          =>      "text/plain",

  ".dtd"          =>      "text/xml",

  ".xml"          =>      "text/xml",

  ".mpeg"         =>      "video/mpeg",

  ".mpg"          =>      "video/mpeg",

  ".mov"          =>      "video/quicktime",

  ".qt"           =>      "video/quicktime",

  ".avi"          =>      "video/x-msvideo",

  ".asf"          =>      "video/x-ms-asf",

  ".asx"          =>      "video/x-ms-asf",

  ".wmv"          =>      "video/x-ms-wmv",

  ".bz2"          =>      "application/x-bzip",

  ".tbz"          =>      "application/x-bzip-compressed-tar",

  ".tar.bz2"      =>      "application/x-bzip-compressed-tar",

  # default mime type

  ""              =>      "application/octet-stream",

 )

 

accesslog.filename          = "/var/log/lighttpd/access.log"

url.access-deny             = ( "~", ".inc" )

 

$HTTP["url"] =~ "\.pdf$" {

  server.range-requests = "disable"

}

 

static-file.exclude-extensions = ( ".php", ".pl", ".fcgi" )

server.pid-file            = "/var/run/lighttpd.pid"

server.username            = "apache"

server.groupname           = "apache"

 

$HTTP["host"] =~ "rtd2\.int\.kp\.com" {

  # Specify the documentroot

  server.document-root = "/opt/rt3/share/html"

 

  # Map appropriate files and extensions

  fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" =>
".html", "mail-gateway" => ".html", "Search/Chart" => ".html",
"Search/Results.rdf" => ".html", "Search/Results.tsv" => ".html", ".doc"
=> ".html", ".zip" => ".html", ".7z" => ".html", ".jpg" => ".html",
".xls" => ".html", ".bmp" => ".html", ".gif" => ".html" )

 

  # Set Lighttpd to check for an index.html file for each directory

  index-file.names = ( "index.html" )

 

  # Disallow access to .mhtml files

  url.access-deny = ( ".mhtml" )

 

  setenv.add-environment = (

       "SCRIPT_NAME" => "/",

  )

 

  # Set up an alias for the /NoAuth/images location

  #url.rewrite-once = (

  #     "^/(?!NoAuth/images/)(.*)" => "/$1",

  #)

 

  # Add trailing slash so attachment downloads work

  url.rewrite-once = (

       #"^/(?!NoAuth/images/)(.*)" => "/$1",

        "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/"

  )

 

  # Set up FastCGI handler

  fastcgi.server = ( ".html" =>

     ((

        "socket"        => "/tmp/rt-fcgi.socket",

        "bin-path"      => "/opt/rt3/bin/mason_lighttpd_handler.fcgi",

        "check-local"   => "disable",

        "min-procs"     => 2,

        "max-procs"     => 10

      ))

  )

}

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bob
Micheletto
Sent: Friday, January 23, 2009 5:37 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT 3.8.1/lighttpd problems

 

Hello,

 

I've been trying to migrate an installation from RT 3.4.4 over to 3.8.1
on a new machine, and running into a bit of trouble.  The initial build
using the production database works fine.  However, 

when I make the jump to go live, and migrate to the latest copy of the
production database to the new server things go awry.  The pages load at
first, but after a short period start failing.

 

The following is a typical log entry in the lighttpd error log:

2009-01-23 15:11:09: (mod_fastcgi.c.2618) FastCGI-stderr: [Fri Jan 23
21:11:03 2009] [info]: Successful login for bmicheletto from 10.30.3.42
(/usr/local/rt3/share/html/autohandler:273)

2009-01-23 15:50:19: (mod_fastcgi.c.1768) connect failed: Connection
refused on unix:/tmp/rt-fcgi.socket-9

2009-01-23 15:50:19: (mod_fastcgi.c.2956) backend died; we'll disable it
for 5 seconds and send the request to another backend instead:
reconnects: 0 load: 1

 

Any ideas?

 

Thanks,

 

Bob Micheletto

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From jrhett at netconsonance.com  Tue Jan 27 19:43:25 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 16:43:25 -0800
Subject: [rt-users] why does the freebsd port have 200+ dependancies?
In-Reply-To: <2A4CF1AC-6D8A-47BE-8CF6-0CAA3A4640CE@exit2shell.com>
References: <D8073796-C8ED-4F1A-97AE-133F727634E2@netconsonance.com>
	<2A4CF1AC-6D8A-47BE-8CF6-0CAA3A4640CE@exit2shell.com>
Message-ID: <1445FEF5-F8C0-4BF6-A0F6-E944EDC96CE2@netconsonance.com>

On Jan 27, 2009, at 1:33 PM, Steven Kreuzer wrote:
>> In particular, it installed 120-something X11 apps and libraries on  
>> a machine which doesn't have X11, will never have X11, and  
>> explicitly has WITHOUT_X11=yes in /etc/make.conf.   So it's being  
>> overridden somewhere.
>
> graphics/graphviz requires X11 to build so WITHOUT_X11 is ignored  
> for that port.

This is incredibly non-functional.  The 2 - count them - 2, TWO  
reports which produce graphs do very elementary graphs that don't  
require 1/100th of the functionality of the GD library, nevermind  
whatever GraphViz brings to the table.  This is an incredible bloat  
with no functional purpose.

>> I have now removed 100-something of these ports and RT continues to  
>> operate and function in every way, without any difficulty.  After  
>> every 10 or so ports I remove (usually in the same dependancy  
>> branch) I stop and retest every function RT provides.
>
> I assume you haven't been testing the "Reports" function.

Yes, I am.  I have at this point removed every X11-related port I can  
find, and nothing in Reports has broken.

>> Before I continue to waste my time trying to figure out why so many  
>> things are enabled, could you as a maintainer perhaps address the  
>> question of why so many extra ports are added?
>
> Because RT requires them.

See above.  It does not appear that GraphViz requires any of the X11  
functionality.  It's port might think so, but functional practice  
would disagree.  (for at least whatever RT requires of it)

>> Note to RT Maintainers: it would be nice if you documented the  
>> explicit list of dependancies rather than forcing us to read the  
>> code to figure it out.
>
> http://portsmon.freebsd.org/portdependencytree.py?category=www&portname=rt38


The actual dependancies -- not the ones included by the freebsd port.   
It's clear and easy to read in Makefile.cpan ;-)

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




From jrhett at netconsonance.com  Tue Jan 27 20:28:47 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 17:28:47 -0800
Subject: [rt-users] suggestion - unify names "Saved Searches" and "Queries"
Message-ID: <5B0A51C9-7D15-4003-A8F3-AAB5B34E4B9A@netconsonance.com>

okay so call me stupid, but I keep forgetting that "Queries" are  
"Saved Searches".    So I go to make a dashboard, find the queries  
screen and realize I need to make a new query ... and go searching  
around the interface looking for Queries.  So after smacking my head  
*again*, I'm wondering...  Any reason to stick with Queries?   Why not  
call them "Saved Searches" and get rid of the Query word?

At the very least, can we put a link on the Queries page for creating  
a new Query that links to the Search Builder?

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




From ruslan.zakirov at gmail.com  Tue Jan 27 20:30:56 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 28 Jan 2009 04:30:56 +0300
Subject: [rt-users] why does the freebsd port have 200+ dependancies?
In-Reply-To: <1445FEF5-F8C0-4BF6-A0F6-E944EDC96CE2@netconsonance.com>
References: <D8073796-C8ED-4F1A-97AE-133F727634E2@netconsonance.com>
	<2A4CF1AC-6D8A-47BE-8CF6-0CAA3A4640CE@exit2shell.com>
	<1445FEF5-F8C0-4BF6-A0F6-E944EDC96CE2@netconsonance.com>
Message-ID: <589c94400901271730y2abe0c53k76010137484278e2@mail.gmail.com>

On Wed, Jan 28, 2009 at 3:43 AM, Jo Rhett <jrhett at netconsonance.com> wrote:
> On Jan 27, 2009, at 1:33 PM, Steven Kreuzer wrote:
>>> In particular, it installed 120-something X11 apps and libraries on
>>> a machine which doesn't have X11, will never have X11, and
>>> explicitly has WITHOUT_X11=yes in /etc/make.conf.   So it's being
>>> overridden somewhere.
>>
>> graphics/graphviz requires X11 to build so WITHOUT_X11 is ignored
>> for that port.
>
> This is incredibly non-functional.  The 2 - count them - 2, TWO
> reports which produce graphs do very elementary graphs that don't
> require 1/100th of the functionality of the GD library, nevermind
> whatever GraphViz brings to the table.  This is an incredible bloat
> with no functional purpose.

GrpaphViz is an optional dependency for RT and can be turned during
./configure and in config. I think there is an option in the config,
however even if it's not there then feature will be disabled on
systems where perl's GraphViz bindings are not installed.

Oh, you don't use ./configure but ports. Then you should help
maintainer of the port make things optional.

You don't like that we don't use 100% of GD? Welcome a board! Help us
utilize its powers.

>>> I have now removed 100-something of these ports and RT continues to
>>> operate and function in every way, without any difficulty.  After
>>> every 10 or so ports I remove (usually in the same dependancy
>>> branch) I stop and retest every function RT provides.
>>
>> I assume you haven't been testing the "Reports" function.
>
> Yes, I am.  I have at this point removed every X11-related port I can
> find, and nothing in Reports has broken.

Actually, we plot graphs of links between tickets using GraphViz that
depends on X libs that is sad.


>>> Before I continue to waste my time trying to figure out why so many
>>> things are enabled, could you as a maintainer perhaps address the
>>> question of why so many extra ports are added?
>>
>> Because RT requires them.
>
> See above.  It does not appear that GraphViz requires any of the X11
> functionality.  It's port might think so, but functional practice
> would disagree.  (for at least whatever RT requires of it)

That's most probably not true.

-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Jan 27 20:35:33 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 28 Jan 2009 04:35:33 +0300
Subject: [rt-users] Problem with Reports in RT 3.8.2 with PostgreSQL
	backend
In-Reply-To: <20090123155634.GK1961@it.is.rice.edu>
References: <20090123155634.GK1961@it.is.rice.edu>
Message-ID: <589c94400901271735p5a63f58cp81838f359e553639@mail.gmail.com>

http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision/?rev=17942

On Fri, Jan 23, 2009 at 6:56 PM, Kenneth Marshall <ktm at rice.edu> wrote:
> Dear RT Users,
>
> We are testing RT 3.8.2 using a PostgreSQL 8.3 backend and
> the Tools/Reports does not work properly. The problem is that
> the GROUP BY does not use one or more of the SELECT columns.
> Here is the error in the logs:
>
> Jan 23 08:41:31 rtx RT: DBD::Pg::st execute failed:
>
> ERROR:  column "users_2.name" must appear in the GROUP BY clause or be used in an aggregate function (/usr/site/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
> Jan 23 08:41:31 rt1 RT: RT::Handle=HASH(0xa88faec) couldn't execute the query
>
> 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )  WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '27' AND main.Resolved < '2009-01-23 20:41:30' AND main.Resolved > '2009-01-01 12:00:00') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY Users_1.Name '
>
> 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(0xa88faec)', 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Ticket...') 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(0xb01e234)') called at /usr/site/rt-3.8/DEV/bin/../lib/RT/Tickets_Overlay.pm line 2672   RT::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xb01e23...
>
> If the column used to GROUP BY is changed to the selected column
> Users_2.Name instead of Users_1.Name the query works as expected.
> It looks like it may be a problem with DBIx::SearchBuilder, but I
> wanted to check here before posting a CPAN bug report. Any help
> would be appreciated.
>
> Cheers,
> Ken Marshall
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 pfranson at monogrambio.com  Tue Jan 27 20:37:57 2009
From: pfranson at monogrambio.com (Paul Franson)
Date: Tue, 27 Jan 2009 17:37:57 -0800
Subject: [rt-users] Segmentation Fault
Message-ID: <A5A78B6193C8474E8B50573F0A6C8DBE22F4A42BF0@MAIL2.virologic.com>

I have a problem that I think may be database specific, but I'm lost in how to troubleshoot further.

I have a working 3.6.3 system that I want to port to a test machine running 3.8.x.

I took a minimal Fedora 10 install and installed RT3 from "yum".  I then upgraded the DBD::mysql using CPAN to 4.010

I mysqldump'ed the 3.6.3 database (using -default-character-set=binary), sftp'ed the dump over to the new box, and pumped it into the new mysql database there.  I then ran rt-setup-database -action upgrade from 3.6.3 to 3.8.1 (which is what yum installed for me).

After customizing the RT_SiteConfig.pm file, I can log in and see my cases on my home screen, but as soon as I attempt to either go into a case, or hit anything else on the screen (tickets, configuration, ...), I get hit with a segmentation fault.

As I said - I'm fairly sure that this is a database issue on my end (starting out with a blank database and populating it with several cases, I don't see any problems - just when I add my 3-year old, 1.1GB database).  If anyone has any suggestions for further troubleshooting, I'd love to hear them!!

I ran GDB and backtraced from the point of the seg fault, and this is what I got:

(hitting "Configure" in the menu):

Program received signal SIGSEGV, Segmentation fault.
memcpy () at ../sysdeps/i386/i686/memcpy.S:75
75              rep
Current language:  auto; currently asm
(gdb) bt
#0  memcpy () at ../sysdeps/i386/i686/memcpy.S:75
#1  0xba9dad1c in ?? ()
#2  0x00de43c2 in retrieve_hash (my_perl=0xbb1b3a80, cxt=0x426f16f8, cname=0x0) at /usr/include/bits/string3.h:52
#3  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0) at Storable.xs:5967
#4  0x00de22a0 in retrieve_ref (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0) at Storable.xs:4477
#5  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0) at Storable.xs:5967
#6  0x00de48ad in retrieve_array (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0) at Storable.xs:5159
#7  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0) at Storable.xs:5967
#8  0x00de22a0 in retrieve_ref (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0) at Storable.xs:4477
#9  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0) at Storable.xs:5967
#10 0x00de42d6 in retrieve_hash (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0) at Storable.xs:5214
#11 0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0) at Storable.xs:5967
#12 0x00de0742 in do_retrieve (my_perl=0xbb1b3a80, f=0x0, in=0xbb16512c, optype=2) at Storable.xs:6148
#13 0x00de18b4 in mretrieve () at Storable.xs:6264
#14 XS_Storable_mretrieve (my_perl=0xbb1b3a80, cv=0xba9d6b0c) at Storable.xs:6460
#15 0x00af66f9 in Perl_pp_entersub (my_perl=0xbb1b3a80) at pp_hot.c:2847
#16 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
#17 0x00b65d0f in S_docatch (my_perl=0xbb1b3a80, o=<value optimized out>) at pp_ctl.c:2679
#18 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
#19 0x00aef64d in Perl_call_sv (my_perl=0xbb1b3a80, sv=0xbc191934, flags=<value optimized out>) at perl.c:2631
#20 0x00b93dc8 in Perl_pp_tie (my_perl=0xbb1b3a80) at pp_sys.c:850
#21 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
#22 0x00b65d0f in S_docatch (my_perl=0xbb1b3a80, o=<value optimized out>) at pp_ctl.c:2679
#23 0x00b68e4d in Perl_pp_entereval (my_perl=0xbb1b3a80) at pp_ctl.c:3617
#24 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
#25 0x00aef64d in Perl_call_sv (my_perl=0xbb1b3a80, sv=0xbc17fb64, flags=<value optimized out>) at perl.c:2631
#26 0x00b93dc8 in Perl_pp_tie (my_perl=0xbb1b3a80) at pp_sys.c:850
#27 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
#28 0x00aefa58 in Perl_call_sv (my_perl=0xbb1b3a80, sv=0xbac33804, flags=4) at perl.c:2646
#29 0x009e6da4 in modperl_callback () from /etc/httpd/modules/mod_perl.so
#30 0x009e7b3c in modperl_callback_run_handlers () from /etc/httpd/modules/mod_perl.so
#31 0x009e856a in modperl_callback_per_dir () from /etc/httpd/modules/mod_perl.so
#32 0x009df5ff in ?? () from /etc/httpd/modules/mod_perl.so
#33 0x009df7c5 in modperl_response_handler_cgi () from /etc/httpd/modules/mod_perl.so
#34 0xb7ef2b7d in ap_run_handler (r=0xbae277d8) at /usr/src/debug/httpd-2.2.10/server/config.c:158
#35 0xb7ef66cf in ap_invoke_handler (r=0xbae277d8) at /usr/src/debug/httpd-2.2.10/server/config.c:372
#36 0xb7f02ea1 in ap_process_request (r=0xbae277d8) at /usr/src/debug/httpd-2.2.10/modules/http/http_request.c:258
#37 0xb7effab8 in ap_process_http_connection (c=0xbae1b940) at /usr/src/debug/httpd-2.2.10/modules/http/http_core.c:190
#38 0xb7efae9d in ap_run_process_connection (c=0xbae1b940) at /usr/src/debug/httpd-2.2.10/server/connection.c:43
#39 0xb7f082d1 in child_main (child_num_arg=<value optimized out>)
    at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:650
#40 0xb7f08599 in make_child (s=<value optimized out>, slot=0)
    at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:690
#41 0xb7f092f0 in ap_mpm_run (_pconf=0xb9cfc5c0, plog=0xb9d2a678, s=0xb9cfe4b8)
    at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:966
#42 0xb7edd7c9 in main (argc=-1177573960, argv=0xbfc18cb4) at /usr/src/debug/httpd-2.2.10/server/main.c:740

(when selecting a case):
Program received signal SIGSEGV, Segmentation fault.
sYSMALLOc () at malloc.c:3358
3358        set_head(remainder, remainder_size | PREV_INUSE);
 (gdb) bt
#0  sYSMALLOc () at malloc.c:3358
#1  _int_malloc (av=0x54f140, bytes=1918986097) at malloc.c:4580
#2  0x00450d5f in _int_realloc (av=0x54f140, oldmem=0xbad35f90, bytes=1918986098) at malloc.c:5035
#3  0x00451c86 in __libc_realloc (oldmem=0xbad35f90, bytes=1918986098) at malloc.c:3708
#4  0x00acb759 in Perl_safesysrealloc (where=<value optimized out>, size=1918986098) at util.c:178
#5  0x00de4362 in retrieve_hash (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:5226
#6  0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:5967
#7  0x00de22a0 in retrieve_ref (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:4477
#8  0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:5967
#9  0x00de48ad in retrieve_array (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:5159
#10 0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:5967
#11 0x00de22a0 in retrieve_ref (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:4477
#12 0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:5967
#13 0x00de42d6 in retrieve_hash (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:5214
#14 0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0) at Storable.xs:5967
#15 0x00de0742 in do_retrieve (my_perl=0xb9c64a28, f=0x0, in=0xbad32f1c, optype=2) at Storable.xs:6148
#16 0x00de18b4 in mretrieve () at Storable.xs:6264
#17 XS_Storable_mretrieve (my_perl=0xb9c64a28, cv=0xb94893a4) at Storable.xs:6460
#18 0x00af66f9 in Perl_pp_entersub (my_perl=0xb9c64a28) at pp_hot.c:2847
#19 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
#20 0x00b65d0f in S_docatch (my_perl=0xb9c64a28, o=<value optimized out>) at pp_ctl.c:2679
#21 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
#22 0x00aef64d in Perl_call_sv (my_perl=0xb9c64a28, sv=0xbac4266c, flags=<value optimized out>) at perl.c:2631
#23 0x00b93dc8 in Perl_pp_tie (my_perl=0xb9c64a28) at pp_sys.c:850
#24 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
#25 0x00b65d0f in S_docatch (my_perl=0xb9c64a28, o=<value optimized out>) at pp_ctl.c:2679
#26 0x00b68e4d in Perl_pp_entereval (my_perl=0xb9c64a28) at pp_ctl.c:3617
#27 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
#28 0x00aef64d in Perl_call_sv (my_perl=0xb9c64a28, sv=0xbac30874, flags=<value optimized out>) at perl.c:2631
#29 0x00b93dc8 in Perl_pp_tie (my_perl=0xb9c64a28) at pp_sys.c:850
#30 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
#31 0x00aefa58 in Perl_call_sv (my_perl=0xb9c64a28, sv=0xb96e6084, flags=4) at perl.c:2646
#32 0x009e6da4 in modperl_callback () from /etc/httpd/modules/mod_perl.so
#33 0x009e7b3c in modperl_callback_run_handlers () from /etc/httpd/modules/mod_perl.so
#34 0x009e856a in modperl_callback_per_dir () from /etc/httpd/modules/mod_perl.so
#35 0x009df5ff in ?? () from /etc/httpd/modules/mod_perl.so
#36 0x009df7c5 in modperl_response_handler_cgi () from /etc/httpd/modules/mod_perl.so
#37 0xb7f03b7d in ap_run_handler (r=0xb98ddfe0) at /usr/src/debug/httpd-2.2.10/server/config.c:158
#38 0xb7f076cf in ap_invoke_handler (r=0xb98ddfe0) at /usr/src/debug/httpd-2.2.10/server/config.c:372
#39 0xb7f13ea1 in ap_process_request (r=0xb98ddfe0) at /usr/src/debug/httpd-2.2.10/modules/http/http_request.c:258
#40 0xb7f10ab8 in ap_process_http_connection (c=0xb98ce138) at /usr/src/debug/httpd-2.2.10/modules/http/http_core.c:190
#41 0xb7f0be9d in ap_run_process_connection (c=0xb98ce138) at /usr/src/debug/httpd-2.2.10/server/connection.c:43
#42 0xb7f192d1 in child_main (child_num_arg=<value optimized out>)
    at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:650
#43 0xb7f19599 in make_child (s=<value optimized out>, slot=0)
    at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:690
#44 0xb7f1a2f0 in ap_mpm_run (_pconf=0xb87ad5c0, plog=0xb87db678, s=0xb87af4b8)
---Type <return> to continue, or q <return> to quit---
    at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:966
#45 0xb7eee7c9 in main (argc=-1199917640, argv=0xbfd2a5c4) at /usr/src/debug/httpd-2.2.10/server/main.c:740

I've also tried building a 3.8.2 from scratch using Debian-Lenny and got the same overall effect (didn't get the GDB traces from that system, but the symptoms are the same).

Paul Franson
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From ruslan.zakirov at gmail.com  Tue Jan 27 20:56:17 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 28 Jan 2009 04:56:17 +0300
Subject: [rt-users] Segmentation Fault
In-Reply-To: <A5A78B6193C8474E8B50573F0A6C8DBE22F4A42BF0@MAIL2.virologic.com>
References: <A5A78B6193C8474E8B50573F0A6C8DBE22F4A42BF0@MAIL2.virologic.com>
Message-ID: <589c94400901271756p3182bf57pd77d81c7253edec3@mail.gmail.com>

I think you have to read UPGRADING.mysql instructions. In mysql
console run "show create table sessions;" and if it has LONGTEXT then
you definitelly must read that file.

On Wed, Jan 28, 2009 at 4:37 AM, Paul Franson <pfranson at monogrambio.com> wrote:
> I have a problem that I think may be database specific, but I'm lost in how
> to troubleshoot further.
>
>
>
> I have a working 3.6.3 system that I want to port to a test machine running
> 3.8.x.
>
>
>
> I took a minimal Fedora 10 install and installed RT3 from "yum".  I then
> upgraded the DBD::mysql using CPAN to 4.010
>
> I mysqldump'ed the 3.6.3 database (using ?default-character-set=binary),
> sftp'ed the dump over to the new box, and pumped it into the new mysql
> database there.  I then ran rt-setup-database ?action upgrade from 3.6.3 to
> 3.8.1 (which is what yum installed for me).
>
>
>
> After customizing the RT_SiteConfig.pm file, I can log in and see my cases
> on my home screen, but as soon as I attempt to either go into a case, or hit
> anything else on the screen (tickets, configuration, ?), I get hit with a
> segmentation fault.
>
>
>
> As I said ? I'm fairly sure that this is a database issue on my end
> (starting out with a blank database and populating it with several cases, I
> don't see any problems ? just when I add my 3-year old, 1.1GB database).  If
> anyone has any suggestions for further troubleshooting, I'd love to hear
> them!!
>
>
>
> I ran GDB and backtraced from the point of the seg fault, and this is what I
> got:
>
>
>
> (hitting "Configure" in the menu):
>
>
>
> Program received signal SIGSEGV, Segmentation fault.
>
> memcpy () at ../sysdeps/i386/i686/memcpy.S:75
>
> 75              rep
>
> Current language:  auto; currently asm
>
> (gdb) bt
>
> #0  memcpy () at ../sysdeps/i386/i686/memcpy.S:75
>
> #1  0xba9dad1c in ?? ()
>
> #2  0x00de43c2 in retrieve_hash (my_perl=0xbb1b3a80, cxt=0x426f16f8,
> cname=0x0) at /usr/include/bits/string3.h:52
>
> #3  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #4  0x00de22a0 in retrieve_ref (my_perl=0xbb1b3a80, cxt=0xba9dad1c,
> cname=0x0) at Storable.xs:4477
>
> #5  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #6  0x00de48ad in retrieve_array (my_perl=0xbb1b3a80, cxt=0xba9dad1c,
> cname=0x0) at Storable.xs:5159
>
> #7  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #8  0x00de22a0 in retrieve_ref (my_perl=0xbb1b3a80, cxt=0xba9dad1c,
> cname=0x0) at Storable.xs:4477
>
> #9  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #10 0x00de42d6 in retrieve_hash (my_perl=0xbb1b3a80, cxt=0xba9dad1c,
> cname=0x0) at Storable.xs:5214
>
> #11 0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #12 0x00de0742 in do_retrieve (my_perl=0xbb1b3a80, f=0x0, in=0xbb16512c,
> optype=2) at Storable.xs:6148
>
> #13 0x00de18b4 in mretrieve () at Storable.xs:6264
>
> #14 XS_Storable_mretrieve (my_perl=0xbb1b3a80, cv=0xba9d6b0c) at
> Storable.xs:6460
>
> #15 0x00af66f9 in Perl_pp_entersub (my_perl=0xbb1b3a80) at pp_hot.c:2847
>
> #16 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #17 0x00b65d0f in S_docatch (my_perl=0xbb1b3a80, o=<value optimized out>) at
> pp_ctl.c:2679
>
> #18 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #19 0x00aef64d in Perl_call_sv (my_perl=0xbb1b3a80, sv=0xbc191934,
> flags=<value optimized out>) at perl.c:2631
>
> #20 0x00b93dc8 in Perl_pp_tie (my_perl=0xbb1b3a80) at pp_sys.c:850
>
> #21 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #22 0x00b65d0f in S_docatch (my_perl=0xbb1b3a80, o=<value optimized out>) at
> pp_ctl.c:2679
>
> #23 0x00b68e4d in Perl_pp_entereval (my_perl=0xbb1b3a80) at pp_ctl.c:3617
>
> #24 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #25 0x00aef64d in Perl_call_sv (my_perl=0xbb1b3a80, sv=0xbc17fb64,
> flags=<value optimized out>) at perl.c:2631
>
> #26 0x00b93dc8 in Perl_pp_tie (my_perl=0xbb1b3a80) at pp_sys.c:850
>
> #27 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #28 0x00aefa58 in Perl_call_sv (my_perl=0xbb1b3a80, sv=0xbac33804, flags=4)
> at perl.c:2646
>
> #29 0x009e6da4 in modperl_callback () from /etc/httpd/modules/mod_perl.so
>
> #30 0x009e7b3c in modperl_callback_run_handlers () from
> /etc/httpd/modules/mod_perl.so
>
> #31 0x009e856a in modperl_callback_per_dir () from
> /etc/httpd/modules/mod_perl.so
>
> #32 0x009df5ff in ?? () from /etc/httpd/modules/mod_perl.so
>
> #33 0x009df7c5 in modperl_response_handler_cgi () from
> /etc/httpd/modules/mod_perl.so
>
> #34 0xb7ef2b7d in ap_run_handler (r=0xbae277d8) at
> /usr/src/debug/httpd-2.2.10/server/config.c:158
>
> #35 0xb7ef66cf in ap_invoke_handler (r=0xbae277d8) at
> /usr/src/debug/httpd-2.2.10/server/config.c:372
>
> #36 0xb7f02ea1 in ap_process_request (r=0xbae277d8) at
> /usr/src/debug/httpd-2.2.10/modules/http/http_request.c:258
>
> #37 0xb7effab8 in ap_process_http_connection (c=0xbae1b940) at
> /usr/src/debug/httpd-2.2.10/modules/http/http_core.c:190
>
> #38 0xb7efae9d in ap_run_process_connection (c=0xbae1b940) at
> /usr/src/debug/httpd-2.2.10/server/connection.c:43
>
> #39 0xb7f082d1 in child_main (child_num_arg=<value optimized out>)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:650
>
> #40 0xb7f08599 in make_child (s=<value optimized out>, slot=0)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:690
>
> #41 0xb7f092f0 in ap_mpm_run (_pconf=0xb9cfc5c0, plog=0xb9d2a678,
> s=0xb9cfe4b8)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:966
>
> #42 0xb7edd7c9 in main (argc=-1177573960, argv=0xbfc18cb4) at
> /usr/src/debug/httpd-2.2.10/server/main.c:740
>
>
>
> (when selecting a case):
>
> Program received signal SIGSEGV, Segmentation fault.
>
> sYSMALLOc () at malloc.c:3358
>
> 3358        set_head(remainder, remainder_size | PREV_INUSE);
>
>  (gdb) bt
>
> #0  sYSMALLOc () at malloc.c:3358
>
> #1  _int_malloc (av=0x54f140, bytes=1918986097) at malloc.c:4580
>
> #2  0x00450d5f in _int_realloc (av=0x54f140, oldmem=0xbad35f90,
> bytes=1918986098) at malloc.c:5035
>
> #3  0x00451c86 in __libc_realloc (oldmem=0xbad35f90, bytes=1918986098) at
> malloc.c:3708
>
> #4  0x00acb759 in Perl_safesysrealloc (where=<value optimized out>,
> size=1918986098) at util.c:178
>
> #5  0x00de4362 in retrieve_hash (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:5226
>
> #6  0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #7  0x00de22a0 in retrieve_ref (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:4477
>
> #8  0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #9  0x00de48ad in retrieve_array (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:5159
>
> #10 0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #11 0x00de22a0 in retrieve_ref (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:4477
>
> #12 0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #13 0x00de42d6 in retrieve_hash (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:5214
>
> #14 0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #15 0x00de0742 in do_retrieve (my_perl=0xb9c64a28, f=0x0, in=0xbad32f1c,
> optype=2) at Storable.xs:6148
>
> #16 0x00de18b4 in mretrieve () at Storable.xs:6264
>
> #17 XS_Storable_mretrieve (my_perl=0xb9c64a28, cv=0xb94893a4) at
> Storable.xs:6460
>
> #18 0x00af66f9 in Perl_pp_entersub (my_perl=0xb9c64a28) at pp_hot.c:2847
>
> #19 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #20 0x00b65d0f in S_docatch (my_perl=0xb9c64a28, o=<value optimized out>) at
> pp_ctl.c:2679
>
> #21 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #22 0x00aef64d in Perl_call_sv (my_perl=0xb9c64a28, sv=0xbac4266c,
> flags=<value optimized out>) at perl.c:2631
>
> #23 0x00b93dc8 in Perl_pp_tie (my_perl=0xb9c64a28) at pp_sys.c:850
>
> #24 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #25 0x00b65d0f in S_docatch (my_perl=0xb9c64a28, o=<value optimized out>) at
> pp_ctl.c:2679
>
> #26 0x00b68e4d in Perl_pp_entereval (my_perl=0xb9c64a28) at pp_ctl.c:3617
>
> #27 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #28 0x00aef64d in Perl_call_sv (my_perl=0xb9c64a28, sv=0xbac30874,
> flags=<value optimized out>) at perl.c:2631
>
> #29 0x00b93dc8 in Perl_pp_tie (my_perl=0xb9c64a28) at pp_sys.c:850
>
> #30 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #31 0x00aefa58 in Perl_call_sv (my_perl=0xb9c64a28, sv=0xb96e6084, flags=4)
> at perl.c:2646
>
> #32 0x009e6da4 in modperl_callback () from /etc/httpd/modules/mod_perl.so
>
> #33 0x009e7b3c in modperl_callback_run_handlers () from
> /etc/httpd/modules/mod_perl.so
>
> #34 0x009e856a in modperl_callback_per_dir () from
> /etc/httpd/modules/mod_perl.so
>
> #35 0x009df5ff in ?? () from /etc/httpd/modules/mod_perl.so
>
> #36 0x009df7c5 in modperl_response_handler_cgi () from
> /etc/httpd/modules/mod_perl.so
>
> #37 0xb7f03b7d in ap_run_handler (r=0xb98ddfe0) at
> /usr/src/debug/httpd-2.2.10/server/config.c:158
>
> #38 0xb7f076cf in ap_invoke_handler (r=0xb98ddfe0) at
> /usr/src/debug/httpd-2.2.10/server/config.c:372
>
> #39 0xb7f13ea1 in ap_process_request (r=0xb98ddfe0) at
> /usr/src/debug/httpd-2.2.10/modules/http/http_request.c:258
>
> #40 0xb7f10ab8 in ap_process_http_connection (c=0xb98ce138) at
> /usr/src/debug/httpd-2.2.10/modules/http/http_core.c:190
>
> #41 0xb7f0be9d in ap_run_process_connection (c=0xb98ce138) at
> /usr/src/debug/httpd-2.2.10/server/connection.c:43
>
> #42 0xb7f192d1 in child_main (child_num_arg=<value optimized out>)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:650
>
> #43 0xb7f19599 in make_child (s=<value optimized out>, slot=0)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:690
>
> #44 0xb7f1a2f0 in ap_mpm_run (_pconf=0xb87ad5c0, plog=0xb87db678,
> s=0xb87af4b8)
>
> ---Type <return> to continue, or q <return> to quit---
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:966
>
> #45 0xb7eee7c9 in main (argc=-1199917640, argv=0xbfd2a5c4) at
> /usr/src/debug/httpd-2.2.10/server/main.c:740
>
>
>
> I've also tried building a 3.8.2 from scratch using Debian-Lenny and got the
> same overall effect (didn't get the GDB traces from that system, but the
> symptoms are the same).
>
> Paul Franson
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jrhett at netconsonance.com  Tue Jan 27 23:15:41 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 27 Jan 2009 20:15:41 -0800
Subject: [rt-users] why does the freebsd port have 200+ dependancies?
In-Reply-To: <589c94400901271730y2abe0c53k76010137484278e2@mail.gmail.com>
References: <D8073796-C8ED-4F1A-97AE-133F727634E2@netconsonance.com>
	<2A4CF1AC-6D8A-47BE-8CF6-0CAA3A4640CE@exit2shell.com>
	<1445FEF5-F8C0-4BF6-A0F6-E944EDC96CE2@netconsonance.com>
	<589c94400901271730y2abe0c53k76010137484278e2@mail.gmail.com>
Message-ID: <E942406F-7D0A-48B0-A2CF-37C443B72A81@netconsonance.com>

Steven, can we have an option in the 3.8.2 port to not use graphviz,  
please?

On Jan 27, 2009, at 5:30 PM, Ruslan Zakirov wrote:
> ]GrpaphViz is an optional dependency for RT and can be turned during
> ./configure and in config. I think there is an option in the config,
> however even if it's not there then feature will be disabled on
> systems where perl's GraphViz bindings are not installed.
>
> Oh, you don't use ./configure but ports. Then you should help
> maintainer of the port make things optional.

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




From schenkin at gmail.com  Wed Jan 28 00:23:06 2009
From: schenkin at gmail.com (Sam Chenkin)
Date: Wed, 28 Jan 2009 00:23:06 -0500
Subject: [rt-users] Get Value of Custom Field
Message-ID: <2f7527a00901272123p759b5700vc5777c4f1b08d651@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");
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From pfranson at monogrambio.com  Wed Jan 28 01:43:48 2009
From: pfranson at monogrambio.com (Paul Franson)
Date: Tue, 27 Jan 2009 22:43:48 -0800
Subject: [rt-users] Segmentation Fault
In-Reply-To: <589c94400901271756p3182bf57pd77d81c7253edec3@mail.gmail.com>
References: <A5A78B6193C8474E8B50573F0A6C8DBE22F4A42BF0@MAIL2.virologic.com>,
	<589c94400901271756p3182bf57pd77d81c7253edec3@mail.gmail.com>
Message-ID: <A5A78B6193C8474E8B50573F0A6C8DBE22F4A41ADC@MAIL2.virologic.com>

You, sir, are a paragon of RT genius!

I did indeed miss the UPGRADING.mysql instructions, and I did, in fact, most definately need them.

That solved my problem and now I can stop pulling my hair out.

Thank you very much!

Paul
________________________________________
From: Ruslan Zakirov [ruslan.zakirov at gmail.com]
Sent: Tuesday, January 27, 2009 5:56 PM
To: Paul Franson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Segmentation Fault

I think you have to read UPGRADING.mysql instructions. In mysql
console run "show create table sessions;" and if it has LONGTEXT then
you definitelly must read that file.

On Wed, Jan 28, 2009 at 4:37 AM, Paul Franson <pfranson at monogrambio.com> wrote:
> I have a problem that I think may be database specific, but I'm lost in how
> to troubleshoot further.
>
>
>
> I have a working 3.6.3 system that I want to port to a test machine running
> 3.8.x.
>
>
>
> I took a minimal Fedora 10 install and installed RT3 from "yum".  I then
> upgraded the DBD::mysql using CPAN to 4.010
>
> I mysqldump'ed the 3.6.3 database (using ?default-character-set=binary),
> sftp'ed the dump over to the new box, and pumped it into the new mysql
> database there.  I then ran rt-setup-database ?action upgrade from 3.6.3 to
> 3.8.1 (which is what yum installed for me).
>
>
>
> After customizing the RT_SiteConfig.pm file, I can log in and see my cases
> on my home screen, but as soon as I attempt to either go into a case, or hit
> anything else on the screen (tickets, configuration, ?), I get hit with a
> segmentation fault.
>
>
>
> As I said ? I'm fairly sure that this is a database issue on my end
> (starting out with a blank database and populating it with several cases, I
> don't see any problems ? just when I add my 3-year old, 1.1GB database).  If
> anyone has any suggestions for further troubleshooting, I'd love to hear
> them!!
>
>
>
> I ran GDB and backtraced from the point of the seg fault, and this is what I
> got:
>
>
>
> (hitting "Configure" in the menu):
>
>
>
> Program received signal SIGSEGV, Segmentation fault.
>
> memcpy () at ../sysdeps/i386/i686/memcpy.S:75
>
> 75              rep
>
> Current language:  auto; currently asm
>
> (gdb) bt
>
> #0  memcpy () at ../sysdeps/i386/i686/memcpy.S:75
>
> #1  0xba9dad1c in ?? ()
>
> #2  0x00de43c2 in retrieve_hash (my_perl=0xbb1b3a80, cxt=0x426f16f8,
> cname=0x0) at /usr/include/bits/string3.h:52
>
> #3  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #4  0x00de22a0 in retrieve_ref (my_perl=0xbb1b3a80, cxt=0xba9dad1c,
> cname=0x0) at Storable.xs:4477
>
> #5  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #6  0x00de48ad in retrieve_array (my_perl=0xbb1b3a80, cxt=0xba9dad1c,
> cname=0x0) at Storable.xs:5159
>
> #7  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #8  0x00de22a0 in retrieve_ref (my_perl=0xbb1b3a80, cxt=0xba9dad1c,
> cname=0x0) at Storable.xs:4477
>
> #9  0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #10 0x00de42d6 in retrieve_hash (my_perl=0xbb1b3a80, cxt=0xba9dad1c,
> cname=0x0) at Storable.xs:5214
>
> #11 0x00ddfafd in retrieve (my_perl=0xbb1b3a80, cxt=0xba9dad1c, cname=0x0)
> at Storable.xs:5967
>
> #12 0x00de0742 in do_retrieve (my_perl=0xbb1b3a80, f=0x0, in=0xbb16512c,
> optype=2) at Storable.xs:6148
>
> #13 0x00de18b4 in mretrieve () at Storable.xs:6264
>
> #14 XS_Storable_mretrieve (my_perl=0xbb1b3a80, cv=0xba9d6b0c) at
> Storable.xs:6460
>
> #15 0x00af66f9 in Perl_pp_entersub (my_perl=0xbb1b3a80) at pp_hot.c:2847
>
> #16 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #17 0x00b65d0f in S_docatch (my_perl=0xbb1b3a80, o=<value optimized out>) at
> pp_ctl.c:2679
>
> #18 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #19 0x00aef64d in Perl_call_sv (my_perl=0xbb1b3a80, sv=0xbc191934,
> flags=<value optimized out>) at perl.c:2631
>
> #20 0x00b93dc8 in Perl_pp_tie (my_perl=0xbb1b3a80) at pp_sys.c:850
>
> #21 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #22 0x00b65d0f in S_docatch (my_perl=0xbb1b3a80, o=<value optimized out>) at
> pp_ctl.c:2679
>
> #23 0x00b68e4d in Perl_pp_entereval (my_perl=0xbb1b3a80) at pp_ctl.c:3617
>
> #24 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #25 0x00aef64d in Perl_call_sv (my_perl=0xbb1b3a80, sv=0xbc17fb64,
> flags=<value optimized out>) at perl.c:2631
>
> #26 0x00b93dc8 in Perl_pp_tie (my_perl=0xbb1b3a80) at pp_sys.c:850
>
> #27 0x00ab7f03 in Perl_runops_debug (my_perl=0xbb1b3a80) at dump.c:1931
>
> #28 0x00aefa58 in Perl_call_sv (my_perl=0xbb1b3a80, sv=0xbac33804, flags=4)
> at perl.c:2646
>
> #29 0x009e6da4 in modperl_callback () from /etc/httpd/modules/mod_perl.so
>
> #30 0x009e7b3c in modperl_callback_run_handlers () from
> /etc/httpd/modules/mod_perl.so
>
> #31 0x009e856a in modperl_callback_per_dir () from
> /etc/httpd/modules/mod_perl.so
>
> #32 0x009df5ff in ?? () from /etc/httpd/modules/mod_perl.so
>
> #33 0x009df7c5 in modperl_response_handler_cgi () from
> /etc/httpd/modules/mod_perl.so
>
> #34 0xb7ef2b7d in ap_run_handler (r=0xbae277d8) at
> /usr/src/debug/httpd-2.2.10/server/config.c:158
>
> #35 0xb7ef66cf in ap_invoke_handler (r=0xbae277d8) at
> /usr/src/debug/httpd-2.2.10/server/config.c:372
>
> #36 0xb7f02ea1 in ap_process_request (r=0xbae277d8) at
> /usr/src/debug/httpd-2.2.10/modules/http/http_request.c:258
>
> #37 0xb7effab8 in ap_process_http_connection (c=0xbae1b940) at
> /usr/src/debug/httpd-2.2.10/modules/http/http_core.c:190
>
> #38 0xb7efae9d in ap_run_process_connection (c=0xbae1b940) at
> /usr/src/debug/httpd-2.2.10/server/connection.c:43
>
> #39 0xb7f082d1 in child_main (child_num_arg=<value optimized out>)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:650
>
> #40 0xb7f08599 in make_child (s=<value optimized out>, slot=0)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:690
>
> #41 0xb7f092f0 in ap_mpm_run (_pconf=0xb9cfc5c0, plog=0xb9d2a678,
> s=0xb9cfe4b8)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:966
>
> #42 0xb7edd7c9 in main (argc=-1177573960, argv=0xbfc18cb4) at
> /usr/src/debug/httpd-2.2.10/server/main.c:740
>
>
>
> (when selecting a case):
>
> Program received signal SIGSEGV, Segmentation fault.
>
> sYSMALLOc () at malloc.c:3358
>
> 3358        set_head(remainder, remainder_size | PREV_INUSE);
>
>  (gdb) bt
>
> #0  sYSMALLOc () at malloc.c:3358
>
> #1  _int_malloc (av=0x54f140, bytes=1918986097) at malloc.c:4580
>
> #2  0x00450d5f in _int_realloc (av=0x54f140, oldmem=0xbad35f90,
> bytes=1918986098) at malloc.c:5035
>
> #3  0x00451c86 in __libc_realloc (oldmem=0xbad35f90, bytes=1918986098) at
> malloc.c:3708
>
> #4  0x00acb759 in Perl_safesysrealloc (where=<value optimized out>,
> size=1918986098) at util.c:178
>
> #5  0x00de4362 in retrieve_hash (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:5226
>
> #6  0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #7  0x00de22a0 in retrieve_ref (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:4477
>
> #8  0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #9  0x00de48ad in retrieve_array (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:5159
>
> #10 0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #11 0x00de22a0 in retrieve_ref (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:4477
>
> #12 0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #13 0x00de42d6 in retrieve_hash (my_perl=0xb9c64a28, cxt=0xb948d59c,
> cname=0x0) at Storable.xs:5214
>
> #14 0x00ddfafd in retrieve (my_perl=0xb9c64a28, cxt=0xb948d59c, cname=0x0)
> at Storable.xs:5967
>
> #15 0x00de0742 in do_retrieve (my_perl=0xb9c64a28, f=0x0, in=0xbad32f1c,
> optype=2) at Storable.xs:6148
>
> #16 0x00de18b4 in mretrieve () at Storable.xs:6264
>
> #17 XS_Storable_mretrieve (my_perl=0xb9c64a28, cv=0xb94893a4) at
> Storable.xs:6460
>
> #18 0x00af66f9 in Perl_pp_entersub (my_perl=0xb9c64a28) at pp_hot.c:2847
>
> #19 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #20 0x00b65d0f in S_docatch (my_perl=0xb9c64a28, o=<value optimized out>) at
> pp_ctl.c:2679
>
> #21 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #22 0x00aef64d in Perl_call_sv (my_perl=0xb9c64a28, sv=0xbac4266c,
> flags=<value optimized out>) at perl.c:2631
>
> #23 0x00b93dc8 in Perl_pp_tie (my_perl=0xb9c64a28) at pp_sys.c:850
>
> #24 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #25 0x00b65d0f in S_docatch (my_perl=0xb9c64a28, o=<value optimized out>) at
> pp_ctl.c:2679
>
> #26 0x00b68e4d in Perl_pp_entereval (my_perl=0xb9c64a28) at pp_ctl.c:3617
>
> #27 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #28 0x00aef64d in Perl_call_sv (my_perl=0xb9c64a28, sv=0xbac30874,
> flags=<value optimized out>) at perl.c:2631
>
> #29 0x00b93dc8 in Perl_pp_tie (my_perl=0xb9c64a28) at pp_sys.c:850
>
> #30 0x00ab7f03 in Perl_runops_debug (my_perl=0xb9c64a28) at dump.c:1931
>
> #31 0x00aefa58 in Perl_call_sv (my_perl=0xb9c64a28, sv=0xb96e6084, flags=4)
> at perl.c:2646
>
> #32 0x009e6da4 in modperl_callback () from /etc/httpd/modules/mod_perl.so
>
> #33 0x009e7b3c in modperl_callback_run_handlers () from
> /etc/httpd/modules/mod_perl.so
>
> #34 0x009e856a in modperl_callback_per_dir () from
> /etc/httpd/modules/mod_perl.so
>
> #35 0x009df5ff in ?? () from /etc/httpd/modules/mod_perl.so
>
> #36 0x009df7c5 in modperl_response_handler_cgi () from
> /etc/httpd/modules/mod_perl.so
>
> #37 0xb7f03b7d in ap_run_handler (r=0xb98ddfe0) at
> /usr/src/debug/httpd-2.2.10/server/config.c:158
>
> #38 0xb7f076cf in ap_invoke_handler (r=0xb98ddfe0) at
> /usr/src/debug/httpd-2.2.10/server/config.c:372
>
> #39 0xb7f13ea1 in ap_process_request (r=0xb98ddfe0) at
> /usr/src/debug/httpd-2.2.10/modules/http/http_request.c:258
>
> #40 0xb7f10ab8 in ap_process_http_connection (c=0xb98ce138) at
> /usr/src/debug/httpd-2.2.10/modules/http/http_core.c:190
>
> #41 0xb7f0be9d in ap_run_process_connection (c=0xb98ce138) at
> /usr/src/debug/httpd-2.2.10/server/connection.c:43
>
> #42 0xb7f192d1 in child_main (child_num_arg=<value optimized out>)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:650
>
> #43 0xb7f19599 in make_child (s=<value optimized out>, slot=0)
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:690
>
> #44 0xb7f1a2f0 in ap_mpm_run (_pconf=0xb87ad5c0, plog=0xb87db678,
> s=0xb87af4b8)
>
> ---Type <return> to continue, or q <return> to quit---
>
>     at /usr/src/debug/httpd-2.2.10/server/mpm/prefork/prefork.c:966
>
> #45 0xb7eee7c9 in main (argc=-1199917640, argv=0xbfd2a5c4) at
> /usr/src/debug/httpd-2.2.10/server/main.c:740
>
>
>
> I've also tried building a 3.8.2 from scratch using Debian-Lenny and got the
> same overall effect (didn't get the GDB traces from that system, but the
> symptoms are the same).
>
> Paul Franson
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Paul.Walsh at bcu.ac.uk  Wed Jan 28 04:42:57 2009
From: Paul.Walsh at bcu.ac.uk (Paul Walsh)
Date: Wed, 28 Jan 2009 09:42:57 +0000
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <497F4540.5040801@stockton.co.za>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>	<497F30EC.2070003@bcu.ac.uk>
	<497F4540.5040801@stockton.co.za>
Message-ID: <498028A1.2010009@bcu.ac.uk>

Alf Stockton wrote:
> Paul Walsh wrote:
>> Wikus Smit wrote:
>>> Hi,
>>>
>>> Does anyone have a easy to follow guide for installing RT 3.8.2 On ubuntu 8.0.4?
>>>
>> How about:
>>
>> 1.   Download tarball
>> 2.   Extract tarball
>> 3.   cd rt-3.8.2
>>
>> read the README file, paying particular attention to "GENERAL INSTALLATION"
>>
>> 4.   ./configure
>> 5.   make testdeps
>> 6.   make fixdeps
>>
>> keep referring to the README
>>
> I tried your suggestion but somewhere along the line you forgot to add how 
> one, not being a Perl programmer, is to add all those Perl bits and bobs.
> 
> 
The make fixdeps should do that for you - at least that's what it did for me.

Regards,
Paul


From alf at stockton.co.za  Wed Jan 28 05:54:05 2009
From: alf at stockton.co.za (Alf Stockton)
Date: Wed, 28 Jan 2009 12:54:05 +0200
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <498028A1.2010009@bcu.ac.uk>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>	<497F30EC.2070003@bcu.ac.uk>
	<497F4540.5040801@stockton.co.za> <498028A1.2010009@bcu.ac.uk>
Message-ID: <4980394D.9040706@stockton.co.za>

Paul Walsh wrote:
> Alf Stockton wrote:
>> Paul Walsh wrote:
>>> Wikus Smit wrote:
>>>> Hi,
>>>>
>>>> Does anyone have a easy to follow guide for installing RT 3.8.2 On ubuntu 8.0.4?
>>>>
>>> How about:
>>>
>>> 1.   Download tarball
>>> 2.   Extract tarball
>>> 3.   cd rt-3.8.2
>>>
>>> read the README file, paying particular attention to "GENERAL INSTALLATION"
>>>
>>> 4.   ./configure
>>> 5.   make testdeps
>>> 6.   make fixdeps
>>>
>>> keep referring to the README
>>>
>> I tried your suggestion but somewhere along the line you forgot to add how 
>> one, not being a Perl programmer, is to add all those Perl bits and bobs.
>>
>>
> The make fixdeps should do that for you - at least that's what it did for me.
> 
> Regards,
> Paul
> 
I see that my config.log contains the following:-
gcc version 4.2.4 (Ubuntu 4.2.4-1ubuntu3)
configure:2975: $? = 0
configure:2982: gcc -V >&5
gcc: '-V' option must have argument
configure:2985: $? = 1
configure:3008: checking for C compiler default output file name
configure:3035: gcc    conftest.c  >&5
/usr/bin/ld: crt1.o: No such file: No such file or directory
collect2: ld returned 1 exit status
configure:3038: $? = 1
configure:3076: result:
configure: failed program was:
| /* confdefs.h.  */
| #define PACKAGE_NAME "RT"
| #define PACKAGE_TARNAME "rt"
| #define PACKAGE_VERSION "3.8.2"
| #define PACKAGE_STRING "RT 3.8.2"
| #define PACKAGE_BUGREPORT "rt-bugs at bestpractical.com"
| /* end confdefs.h.  */
|
| int
| main ()
| {
|
|   ;
|   return 0;
| }
configure:3083: error: C compiler cannot create executables


-- 
Regards,
Alf Stockton		www.stockton.co.za

You will be imprisoned for contributing your time and skill to a bank robbery.


From bashir.jahed at nha.co.za  Wed Jan 28 05:54:38 2009
From: bashir.jahed at nha.co.za (Bashir Jahed)
Date: Wed, 28 Jan 2009 12:54:38 +0200
Subject: [rt-users] Include Time In Search Field
Message-ID: <03D0CD3BAC1F2949B639858D2686296E01FE29ED@musca.ctn.nha.co.za>

Hi All,

 

Is there a way to allow users to search for tickets on a specific day
between a specific tame period?

 

Say search for tickets created on the 10th January 2009 between 10:00am
and 14:00pm?

 

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
<mailto:bashir.jahed at nha.co.za> 

________________________________

this message is subject to the disclaimer at
www.nha.co.za/disclaimer.asp <http://www.nha.co.za/disclaimer.asp>  or
disclaimer at nha.co.za
<mailto:disclaimer at nha.co.za?subject=request%20disclaimer>  

 

 

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From JoopvandeWege at mococo.nl  Wed Jan 28 06:16:51 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 28 Jan 2009 12:16:51 +0100
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <4980394D.9040706@stockton.co.za>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>	<497F30EC.2070003@bcu.ac.uk>	<497F4540.5040801@stockton.co.za>
	<498028A1.2010009@bcu.ac.uk> <4980394D.9040706@stockton.co.za>
Message-ID: <49803EA3.1020903@mococo.nl>

Alf Stockton wrote:
> configure:3083: error: C compiler cannot create executables
>   
You'll need to have the compiler tools on your machine since some perl 
modules aren't pure perl and need to be compiled.
Besides that you will probably need some devel packages to get things 
compiled.
I just checked my bash .history but can't find the entries anymore.

Joop




From rnbrady at gmail.com  Wed Jan 28 06:24:06 2009
From: rnbrady at gmail.com (Richard Brady)
Date: Wed, 28 Jan 2009 11:24:06 +0000
Subject: [rt-users] sendmail memory allocation.
In-Reply-To: <4964F01C.7060200@vianet.ca>
References: <4964F01C.7060200@vianet.ca>
Message-ID: <4d6de31b0901280324q1b05028bq6e47414db7e5c016@mail.gmail.com>

Hey Curtis

I have been pulling my hair out over this for some time now.

It is triggered when sending a large email (over some threshold size, around
2MB in my case) and then persists until the next restart of apache (apache2
in my case). It is a pretty silent failure, although you will see in the RT
ticket display that the usual "Outgoing email recorded" log is missing.

I did manage to fix it for most cases, but I can't remember how. I'm hoping
I doumented it somewhere and can give you some tips if I find where.
However, I have just had a new instance of the problem with an 11MB email
(which is why I am digging around today). So it looks like my solution
didn't fix the problem, it simply increased the threshold.

I will reply shortly with whatever I can find.

Richard


On Wed, Jan 7, 2009 at 6:10 PM, Curtis Bruneau <curtisb at vianet.ca> wrote:

> Has anyone ever come across the following error? It seemed to have
> happened randomly, I had to shutdown apache since it was stuck in this
> state for sending mails. I'm using apache2 and fastcgi, I'm guessing
> something broke once and due to the constant running it affected
> everything else. I doubt there's anything that can be done just curious
> if others have seen.
>
> [crit]: <rt-3.8.1-*@domain.com>: Could not send mail with command
> `/usr/sbin/sendmail -oi -t`: couldn't e
> xecute program: Cannot allocate memory at
> /var/opt/rt3/bin/../lib/RT/Interface/Email.pm line 405.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 rnbrady at gmail.com  Wed Jan 28 06:31:19 2009
From: rnbrady at gmail.com (Richard Brady)
Date: Wed, 28 Jan 2009 11:31:19 +0000
Subject: [rt-users] sendmail memory allocation.
In-Reply-To: <4d6de31b0901280324q1b05028bq6e47414db7e5c016@mail.gmail.com>
References: <4964F01C.7060200@vianet.ca>
	<4d6de31b0901280324q1b05028bq6e47414db7e5c016@mail.gmail.com>
Message-ID: <4d6de31b0901280331w5bf80514g176c03e47fe8f6c5@mail.gmail.com>

Ok, I did send an email with my solution. The thread subject was:

[rt-users] RT stopped sending mail / No recipients found. Not sending.

There are a few solution discussed (it dates back to 2007). But my response
was:

<snip>

Hi folks

I have recently experienced this same problem too, and would like to comment
on what I did as a workaround. To recap on the problem:

Outgoing email is not sent by RT, and " Outgoing email recorded " does not
appear on the ticket. Restarting Apache resolves this temporarily. It is
definitely related to sending large messages. To reproduce, I simply send an
email via RT with a large attachment (4MB) and RT will stop sending mail
until the next restart of Apache. The Apache error log shows it is unable to
allocate sufficient memory to launch sendmail:

"Couldn't run /usr/sbin/sendmail: Cannot allocate memory at
/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm line 320."

In my case I am using exim4, so sendmail is just a symlink to that.

Alexander found a workaround for himself below, and I would like to add to
this conversation what I did to fix it.

I run Apache/2.2.8 (Ubuntu 8.04) mod_perl/2.0.3 Perl/v5.8.8 and Exim 4.69. I
seem to have found a workaround for this by replacing the Apache "worker"
MPM (mutli-processing module) with the older "prefork" MPM. On Ubuntu 8.04
this can be done by issuing "apt-get install apache2-mpm-prefork". The
difference is that worker uses threads whereas prefork only uses processes
for concurrency. This is obviously not ideal, as you want RT to work with
any of the Apache MPMs.

Then I realised that while I am using Exim4, RT is configured to use
"sendmailpipe", so a more correct solution (than reconfiguring apache) might
be to change this setting to just "sendmail", under the assumtion that the
"sendmailpipe" version is not compatible with other MTAs such as Exim.
Interestingly, this change does fix the issue. But unfortunately Exim sets
the envelope sender of the email to the local user (www-data at f.q.d.n)
instead of the desired email address (which is in thre From: header of the
mail). In some mail clients this results in sender listed as:

www-data [www-data at f.q.d.n]; on behalf of; Richard Brady [
support at example.com].

To get around this, RT needs to pass an envelope sender in the arguments to
senfdmail (exim4), which is currently not done in SendEmail.pm.

So I have gone with installing apache2-mpm-prefork as my workaround.

</snip>

Hopes this helps.

Richard

On Wed, Jan 28, 2009 at 11:24 AM, Richard Brady <rnbrady at gmail.com> wrote:

> Hey Curtis
>
> I have been pulling my hair out over this for some time now.
>
> It is triggered when sending a large email (over some threshold size,
> around 2MB in my case) and then persists until the next restart of apache
> (apache2 in my case). It is a pretty silent failure, although you will see
> in the RT ticket display that the usual "Outgoing email recorded" log is
> missing.
>
> I did manage to fix it for most cases, but I can't remember how. I'm hoping
> I doumented it somewhere and can give you some tips if I find where.
> However, I have just had a new instance of the problem with an 11MB email
> (which is why I am digging around today). So it looks like my solution
> didn't fix the problem, it simply increased the threshold.
>
> I will reply shortly with whatever I can find.
>
> Richard
>
>
>
> On Wed, Jan 7, 2009 at 6:10 PM, Curtis Bruneau <curtisb at vianet.ca> wrote:
>
>> Has anyone ever come across the following error? It seemed to have
>> happened randomly, I had to shutdown apache since it was stuck in this
>> state for sending mails. I'm using apache2 and fastcgi, I'm guessing
>> something broke once and due to the constant running it affected
>> everything else. I doubt there's anything that can be done just curious
>> if others have seen.
>>
>> [crit]: <rt-3.8.1-*@domain.com>: Could not send mail with command
>> `/usr/sbin/sendmail -oi -t`: couldn't e
>> xecute program: Cannot allocate memory at
>> /var/opt/rt3/bin/../lib/RT/Interface/Email.pm line 405.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 Paul.Walsh at bcu.ac.uk  Wed Jan 28 07:21:32 2009
From: Paul.Walsh at bcu.ac.uk (Paul Walsh)
Date: Wed, 28 Jan 2009 12:21:32 +0000
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <4980394D.9040706@stockton.co.za>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>	<497F30EC.2070003@bcu.ac.uk>
	<497F4540.5040801@stockton.co.za> <498028A1.2010009@bcu.ac.uk>
	<4980394D.9040706@stockton.co.za>
Message-ID: <49804DCC.6070803@bcu.ac.uk>

Alf Stockton wrote:
> I see that my config.log contains the following:-
> gcc version 4.2.4 (Ubuntu 4.2.4-1ubuntu3)
> configure:2975: $? = 0
> configure:2982: gcc -V >&5
> gcc: '-V' option must have argument
> configure:2985: $? = 1
> configure:3008: checking for C compiler default output file name
> configure:3035: gcc    conftest.c  >&5
> /usr/bin/ld: crt1.o: No such file: No such file or directory
> collect2: ld returned 1 exit status
> configure:3038: $? = 1
> configure:3076: result:
> configure: failed program was:
> | /* confdefs.h.  */
> | #define PACKAGE_NAME "RT"
> | #define PACKAGE_TARNAME "rt"
> | #define PACKAGE_VERSION "3.8.2"
> | #define PACKAGE_STRING "RT 3.8.2"
> | #define PACKAGE_BUGREPORT "rt-bugs at bestpractical.com"
> | /* end confdefs.h.  */
> |
> | int
> | main ()
> | {
> |
> |   ;
> |   return 0;
> | }
> configure:3083: error: C compiler cannot create executables
> 
> 


Ahh!

In which case, do the following:

apt-get install build-essential

That'll install gcc and other packages required to build software.  Then try ./configure      again

Regards,

Paul



From bashir.jahed at nha.co.za  Wed Jan 28 08:47:58 2009
From: bashir.jahed at nha.co.za (Bashir Jahed)
Date: Wed, 28 Jan 2009 15:47:58 +0200
Subject: [rt-users] Custom Search
Message-ID: <03D0CD3BAC1F2949B639858D2686296E01FE2B0B@musca.ctn.nha.co.za>

Hi guys,

 

I am stuck now.... Please Help...

 

I need to be able to search for tickets created between 16h00 on a
Friday afternoon and 17h00 on a Monday Morning.

 

How would I achieve this?

 

________________________________

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
<mailto:bashir.jahed at nha.co.za> 

________________________________

this message is subject to the disclaimer at
www.nha.co.za/disclaimer.asp <http://www.nha.co.za/disclaimer.asp>  or
disclaimer at nha.co.za
<mailto:disclaimer at nha.co.za?subject=request%20disclaimer>  

 

 

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From csegura at usgs.gov  Wed Jan 28 09:45:16 2009
From: csegura at usgs.gov (Cynthia A Segura)
Date: Wed, 28 Jan 2009 07:45:16 -0700
Subject: [rt-users] RT 3.6.5 on Fedora Core 8 doesn't seem to detect Local
	customizations
Message-ID: <OFC63EBAB5.CA73F0F2-ON8725754C.0050F5FA-8725754C.00510D07@usgs.gov>

Greetings, 

I am running Request Tracker 3.6.5 (rt-3.6.5-3.fc8) on a Fedora Core 8 
platform. I?m trying to make customizations in the local directory tree, 
but RT doesn?t seem to be picking up the local path. 

I have checked the RT.pm file (installed under 
/usr/lib/perl5/vender_perl/5.8.8/RT.pm) to determine the Mason local path. 
In this file, the $MasonLocalComponentRoot is set to 
/usr/local/lib/rt3/html. 

So, to test customization, I copied the Logo file from 
/usr/share/rt3/html/Elements/Logo to /usr/local/lib/rt3/html/Elements/Logo 
(preserving the permissions). And just to see, if I could reflect changes 
in the local Logo file, I changed the default logo to a file that doesn?t 
exist:

<a href="http://bestpractical.com"><img 
src="<%$RT::WebImagesURL%>/BLAH.gif" alt="<%loc("Best Practical Solutions, 
LLC corporate logo")%>" width="177" height="33" /></a>

And then restarted apache. There was no effect. When I make this same 
change in the /usr/share/rt3/html/Elements/Logo file, the change takes 
effect. It?s almost as if RT isn?t reading the local file. 

Any help would be greatly appreciated!!! I?m totally stuck. 
Thanks in advance,
Cynthia Segura

Cynthia Segura
Information Technology Specialist
USGS Albuquerque Seismological Laboratory
10002 Isleta Road SE Kirtland AFB, NM 87117
Phone: (505) 853-6386
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From alexyoung at scoutsolutions.co.uk  Wed Jan 28 10:13:11 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Wed, 28 Jan 2009 15:13:11 -0000
Subject: [rt-users] RTx-Tags
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF72E@s-wor-e-001.SCOUTSOFFICE.local>

I have installed RTx-Tags. Great plugin, but I can't work out how to put
in phrases into the tag field and cloud. I tried using " " and ' '
around phrases with no luck.

 

Anyone know how I get phrases to work?

 

Thanks.

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From jhalm at lisletech.com  Wed Jan 28 10:44:24 2009
From: jhalm at lisletech.com (James Halm)
Date: Wed, 28 Jan 2009 09:44:24 -0600
Subject: [rt-users] unsubscribe
Message-ID: <000c01c9815f$4b98a160$e2c9e420$@com>

 

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From pgconlin at netcotitle.com  Wed Jan 28 11:24:26 2009
From: pgconlin at netcotitle.com (Patrick G. Conlin)
Date: Wed, 28 Jan 2009 10:24:26 -0600
Subject: [rt-users] Custom Search
In-Reply-To: <03D0CD3BAC1F2949B639858D2686296E01FE2B0B@musca.ctn.nha.co.za>
References: <03D0CD3BAC1F2949B639858D2686296E01FE2B0B@musca.ctn.nha.co.za>
Message-ID: <WC20090128162426.910308@netcotitle.com>

Bashir,

If I was looking for tickets created between 1600 on Friday, January 16th
2009 and 1700 Monday, January 19th, 2009, I would do the following:

In Query Builder use the "Created" field with "After" and the string:

Fri Jan 16 16:00:00 2009

And click "Add" to "Add these items to your search.

Then with the "AND" operator selected, use "Created" with "Before" and the
string:

Mon Jan 19 17:00:00 2009

I'm sure the proper formatting of "date/time" fields is in the
documentation somewhere, but I got it from the formatting in the "Dates"
section of ticket metadata.  You can just copy and paste the string from
there and modify as necessary.

This formatting works for setting reminders as well.

Patrick

-----Original Message-----
From: "Bashir Jahed" <bashir.jahed at nha.co.za>
To: <rt-users at lists.bestpractical.com>
Date: Wed, 28 Jan 2009 15:47:58 +0200
Subject: [rt-users] Custom Search

> Hi guys,
> 
>  
> 
> I am stuck now.... Please Help...
> 
>  
> 
> I need to be able to search for tickets created between 16h00 on a
> Friday afternoon and 17h00 on a Monday Morning.
> 
>  
> 
> How would I achieve this?
> 
>  
> 
> ________________________________
> 
> 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
> <mailto:bashir.jahed at nha.co.za> 
> 
> ________________________________
> 
> this message is subject to the disclaimer at
> www.nha.co.za/disclaimer.asp <http://www.nha.co.za/disclaimer.asp>  or
> disclaimer at nha.co.za
> <mailto:disclaimer at nha.co.za?subject=request%20disclaimer>  
> 
>  
> 
>  
> 




From cbrockett at barracuda.com  Wed Jan 28 12:09:00 2009
From: cbrockett at barracuda.com (Cassandra L. Brockett)
Date: Wed, 28 Jan 2009 09:09:00 -0800
Subject: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server
In-Reply-To: <49804DCC.6070803@bcu.ac.uk>
References: <e4cc534d0901270748l4fe3b2dand29a076331c9b86a@mail.gmail.com>
	<497F30EC.2070003@bcu.ac.uk>	<497F4540.5040801@stockton.co.za>
	<498028A1.2010009@bcu.ac.uk>	<4980394D.9040706@stockton.co.za>
	<49804DCC.6070803@bcu.ac.uk>
Message-ID: <DB822ACAB889A64AA7BB62544A280D80068D1A27@hq-2k7-exch01.Cudanet.local>

I also wound up installing:-
Graphviz
Links (For testing locally)
Sendmail (I happen to have gotten far more used to configuring it than exim/postfix/whatever)

The "hardest" part for a "non-perl" person is the configuration of CPAN, which is actually very easy once you've done it about 15 gazillion times, but first time, best advice: Read the prompts :-)  You can also configure CPAN without needing to run "make fixdeps" (Run the command "perl -MCPAN -e shell" or "cpan" if you're system is working right), and if you do so, to test it once it is configured run either "install HTML::Mason" (from the cpan shell) or "cpan -I HTML::Mason".  You'll need that module for RT anyhow, so you might as well use it to test the cpan install :-)

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul Walsh
Sent: Wednesday, January 28, 2009 4:22 AM
To: Alf Stockton
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Easy install guide for RT3.8.1 On Ubuntu 8.0.4 Server

Alf Stockton wrote:
> I see that my config.log contains the following:- gcc version 4.2.4
> (Ubuntu 4.2.4-1ubuntu3)
> configure:2975: $? = 0
> configure:2982: gcc -V >&5
> gcc: '-V' option must have argument
> configure:2985: $? = 1
> configure:3008: checking for C compiler default output file name
> configure:3035: gcc    conftest.c  >&5
> /usr/bin/ld: crt1.o: No such file: No such file or directory
> collect2: ld returned 1 exit status
> configure:3038: $? = 1
> configure:3076: result:
> configure: failed program was:
> | /* confdefs.h.  */
> | #define PACKAGE_NAME "RT"
> | #define PACKAGE_TARNAME "rt"
> | #define PACKAGE_VERSION "3.8.2"
> | #define PACKAGE_STRING "RT 3.8.2"
> | #define PACKAGE_BUGREPORT "rt-bugs at bestpractical.com"
> | /* end confdefs.h.  */
> |
> | int
> | main ()
> | {
> |
> |   ;
> |   return 0;
> | }
> configure:3083: error: C compiler cannot create executables
>
>


Ahh!

In which case, do the following:

apt-get install build-essential

That'll install gcc and other packages required to build software.  Then try ./configure      again

Regards,

Paul

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

Community help: http://wiki.bestpractical.com Commercial support: 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 c_apotla at qualcomm.com  Wed Jan 28 12:28:19 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Wed, 28 Jan 2009 09:28:19 -0800
Subject: [rt-users] Using RT with non-English (foreign characters) Emails
In-Reply-To: <4976335B.6090200@ucrwcu.rwc.uc.edu>
References: <B8CF6A0DF94F2F4089443B2386DDE667C0850FB2@NASANEXMB01.na.qualcomm.com>
	<20090120190108.GF31057@easter-eggs.com>
	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB4@NASANEXMB01.na.qualcomm.com>
	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB8@NASANEXMB01.na.qualcomm.com>, 
	<be7163f0901201202i3e8f5127s9e2ec6009aeb7af1@mail.gmail.com>
	<B8CF6A0DF94F2F4089443B2386DDE667C0850FB9@NASANEXMB01.na.qualcomm.com>,
	<4976335B.6090200@ucrwcu.rwc.uc.edu>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C0850FFD@NASANEXMB01.na.qualcomm.com>

Thanks much!
I was able to get it to work. Just added the 'SetEnv NLS_LANG AMERICAN_AMERICA.UTF8'  in <IfModule mod_env.c> </> part of my httpd.conf file. Now I can see foreign characters(chinese japanese korean) in subject and in the body.

Thanks 
Ashish
________________________________________
From: Drew Barnes [barnesaw at ucrwcu.rwc.uc.edu]
Sent: Wednesday, January 21, 2009 1:56 AM
To: Potla, Ashish Bassaliel
Cc: Jerrad Pierce; rt-users at bestpractical.com
Subject: Re: [rt-users] Using RT with non-English (foreign characters) Emails

Found this within the last month.  Might point you in the right direction.
http://www.gossamer-threads.com/lists/rt/users/80994#80994


Potla, Ashish Bassaliel wrote:
> For the plaintext email: I see '?' marks where ever I expect to see the foreign characters.
> For the HTML Email : I have two Download buttons one for text/plain and another for text/html.
> The text/plain is similar to the previous test; '?' marks instead of foreign characters, But the text/html clearly displays the foreign characters.
>
> Is this the extent of RT`s support for foreign characters?
> The Subject in any case contains '?' marks where foreign characters are expected.
> -Ashish
>
> ________________________________________
> From: Jerrad Pierce [jpierce at cambridgeenergyalliance.org]
> Sent: Wednesday, January 21, 2009 1:32 AM
> To: Potla, Ashish Bassaliel
> Cc: Emmanuel Lacour; rt-users at bestpractical.com
> Subject: Re: [rt-users] Using RT with non-English (foreign characters) Emails
>
> What do you see when you use the link to "download"/view the "raw" transaction?
>
> --
> 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
>

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



From jpierce at cambridgeenergyalliance.org  Wed Jan 28 12:40:47 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 28 Jan 2009 12:40:47 -0500
Subject: [rt-users] RTx-Tags
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64CFF72E@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF72E@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <be7163f0901280940p34474e65g37e253b8e1f843d1@mail.gmail.com>

> I have installed RTx-Tags. Great plugin, but I can't work out how to put in
Thanks.

> Anyone know how I get phrases to work?
Like most tagging systems, there is no support for phrases at this time,
and other features (like per-queue glancelets) are more likely to implemented.
CamelCaseIsYourBestBet

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


From alexyoung at scoutsolutions.co.uk  Wed Jan 28 12:41:50 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Wed, 28 Jan 2009 17:41:50 -0000
Subject: [rt-users] RTx-Tags
In-Reply-To: <be7163f0901280940p34474e65g37e253b8e1f843d1@mail.gmail.com>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF72E@s-wor-e-001.SCOUTSOFFICE.local>
	<be7163f0901280940p34474e65g37e253b8e1f843d1@mail.gmail.com>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF75C@s-wor-e-001.SCOUTSOFFICE.local>

Thanks, I thought that might be the case. I just see a lot of other tag
cloud systems on forums and blogs being able to use phrases and figured
I was just missing something.


-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: 28 January 2009 17:41
To: Alex Young
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RTx-Tags

> I have installed RTx-Tags. Great plugin, but I can't work out how to
put in
Thanks.

> Anyone know how I get phrases to work?
Like most tagging systems, there is no support for phrases at this time,
and other features (like per-queue glancelets) are more likely to
implemented.
CamelCaseIsYourBestBet

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


From jesse at bestpractical.com  Wed Jan 28 13:03:37 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Jan 2009 13:03:37 -0500
Subject: [rt-users] suggestion - unify names "Saved Searches" and
	"Queries"
In-Reply-To: <5B0A51C9-7D15-4003-A8F3-AAB5B34E4B9A@netconsonance.com>
References: <5B0A51C9-7D15-4003-A8F3-AAB5B34E4B9A@netconsonance.com>
Message-ID: <20090128180337.GI1305@bestpractical.com>




On Tue, Jan 27, 2009 at 05:28:47PM -0800, Jo Rhett wrote:
> okay so call me stupid, but I keep forgetting that "Queries" are  
> "Saved Searches".    So I go to make a dashboard, find the queries  
> screen and realize I need to make a new query ... and go searching  
> around the interface looking for Queries.  So after smacking my head  
> *again*, I'm wondering...  Any reason to stick with Queries?   Why not  
> call them "Saved Searches" and get rid of the Query word?

Well, it's not just Saved Searches. It's anything with "Portlets"

It's modeled on: http://rt3.fsck.com/Prefs/MyRT.html

"Saved Searches" isn't quite right. Other thoughts?


From rob.munsch at gmail.com  Wed Jan 28 13:27:09 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 28 Jan 2009 13:27:09 -0500
Subject: [rt-users] ExtractCustomFieldValues issues
Message-ID: <8fae230c0901281027t5e1dc41che5a01ba626d304a5@mail.gmail.com>

Hello,

I've been looking at past discussions about this plugin, and it looks
like this should have been addressed, so maybe it's my regex.  But it
seems like a pretty simple one, so...

I saw some patches for ECFV being modified to iterate thru all
attachments.  Is this in the current version on CPAN?  If a plaintext
email is sent to RT, the values are extracted.  If an HTML attachment
is sent, the plaintext version seems to be first in the ticket, but
doesn't seem to be checked.  If i modify the regex to grab values
based on the HTML attachment, i get errors.  Logs show

Jan 28 13:05:51 data RT: Committing scrip #21 on txn #55790 of ticket #10730
Jan 28 13:05:51 data RT: Use of uninitialized value in pattern match
(m//) at /opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm
line 44. (/opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:44)
Jan 28 13:05:51 data RT: load cf Field1
Jan 28 13:05:51 data RT: load cf done: 4
Jan 28 13:05:51 data RT: look for match in Body

Line 44 is the first line in the stanza:

        if ( $Options =~ /\*/ ) {
            ProcessWildCard(
                Field       => $InspectField,
                Match       => $MatchString,
                PostEdit    => $PostEdit,
                Attachment  => $FirstAttachment,
                Queue       => $Queue,
                Ticket      => $Ticket,
                Transaction => $Transaction,
                Options     => $Options,
            );
            next;
        }

Info comes in the format

Triggertext:123456

with no spaces, and i want that 6 digit number.  The HTML attachment
makes it look like

Triggertext:</td><td>123456

and i've tested my regex and the template, which is simply

Customfield|body|Triggertext:<\/td><td>([0-9]{6})

That regex tests on the email body correctly when i use various
testing tools (web based, The Regex Coach, i've tried a bunch...).  I
tried escaping all the brackets as well, no luck.  Just in case i was
grabbing more than the digits, i made the custom field a text field,
not a value.  Nothing.  I'm out of ideas.

Making the info i need into headers isn't an option: i have no control
over the emails i'm trying to parse.  Any help is appreciated.

Rob

--
/chown -R us:us /yourbase


From jesse at bestpractical.com  Wed Jan 28 13:46:10 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Jan 2009 13:46:10 -0500
Subject: [rt-users] RTFM WikiText formatting
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64CFF6B0@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF5F7@s-wor-e-001.SCOUTSOFFICE.local>
	<20090127184119.GI15157@bestpractical.com>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF6AF@s-wor-e-001.SCOUTSOFFICE.local>
	<20090127212623.GF15157@bestpractical.com>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF6B0@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <20090128184610.GJ1305@bestpractical.com>




On Tue, Jan 27, 2009 at 09:30:01PM -0000, Alex Young wrote:
> Sorry Jesse,
> 	My users reported it broken after I updated to RT 3.8.2 and RTFM
> 2.4.1.
> 
> It could *possibly* have been broken before that when I updated to 3.8.1
> and 2.4.0, but that's unlikely as they use the pages that are now broken
> with the %code% tags so I would have expected an earlier bug report.
>

I've just walked through the wiki formatting library we use and can't
find any evidence that %code% ever did anything.  Anybody else with a
better memory than me?

-Jesse


From rob.munsch at gmail.com  Wed Jan 28 14:57:54 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 28 Jan 2009 14:57:54 -0500
Subject: [rt-users] ExtractCustomFieldValues issues
In-Reply-To: <8fae230c0901281027t5e1dc41che5a01ba626d304a5@mail.gmail.com>
References: <8fae230c0901281027t5e1dc41che5a01ba626d304a5@mail.gmail.com>
Message-ID: <8fae230c0901281157o76e23a9ck66edb724a99818e5@mail.gmail.com>

I neglected to mention that in addition to trying to match against the
HTML attachment, i originally was trying just a simple plaintext
match, which didn't work either:

Customfield|body|Triggertext:([0-9]{6})

Seems like the Uninitialized complaint is just a warning, OK.  I'm
still confused about the CFs that won't parse: logs are acting like no
match is found, but everything i test the regex with on the email body
gets the number i want.

On Wed, Jan 28, 2009 at 1:27 PM, Rob Munsch <rob.munsch at gmail.com> wrote:
> Hello,
>
> I've been looking at past discussions about this plugin, and it looks
> like this should have been addressed, so maybe it's my regex.  But it
> seems like a pretty simple one, so...
>
> I saw some patches for ECFV being modified to iterate thru all
> attachments.  Is this in the current version on CPAN?  If a plaintext
> email is sent to RT, the values are extracted.  If an HTML attachment
> is sent, the plaintext version seems to be first in the ticket, but
> doesn't seem to be checked.  If i modify the regex to grab values
> based on the HTML attachment, i get errors.  Logs show
>
> Jan 28 13:05:51 data RT: Committing scrip #21 on txn #55790 of ticket #10730
> Jan 28 13:05:51 data RT: Use of uninitialized value in pattern match
> (m//) at /opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm
> line 44. (/opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:44)
> Jan 28 13:05:51 data RT: load cf Field1
> Jan 28 13:05:51 data RT: load cf done: 4
> Jan 28 13:05:51 data RT: look for match in Body
>
> Line 44 is the first line in the stanza:
>
>        if ( $Options =~ /\*/ ) {
>            ProcessWildCard(
>                Field       => $InspectField,
>                Match       => $MatchString,
>                PostEdit    => $PostEdit,
>                Attachment  => $FirstAttachment,
>                Queue       => $Queue,
>                Ticket      => $Ticket,
>                Transaction => $Transaction,
>                Options     => $Options,
>            );
>            next;
>        }
>
> Info comes in the format
>
> Triggertext:123456
>
> with no spaces, and i want that 6 digit number.  The HTML attachment
> makes it look like
>
> Triggertext:</td><td>123456
>
> and i've tested my regex and the template, which is simply
>
> Customfield|body|Triggertext:<\/td><td>([0-9]{6})
>
> That regex tests on the email body correctly when i use various
> testing tools (web based, The Regex Coach, i've tried a bunch...).  I
> tried escaping all the brackets as well, no luck.  Just in case i was
> grabbing more than the digits, i made the custom field a text field,
> not a value.  Nothing.  I'm out of ideas.
>
> Making the info i need into headers isn't an option: i have no control
> over the emails i'm trying to parse.  Any help is appreciated.
>
> Rob
>
> --
> /chown -R us:us /yourbase
>



-- 
/chown -R us:us /yourbase


From timothy-flynn at uiowa.edu  Wed Jan 28 15:13:27 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Wed, 28 Jan 2009 14:13:27 -0600
Subject: [rt-users] RT 3.8.2 SpreadsheetDisplayedFields
Message-ID: <9E05C2058E89444585E4A672C4F68EFE01EEEC7C@HC-MAIL13.healthcare.uiowa.edu>



Hi we used SpreadsheetDisplayedFields in RT 3.4.5.  Has anyone been
using this in 3.8.2?  There were some obvious changes in files that
needed to be edited.  For some reason I am missing the id column and I
believe some others and the columns that are there are shifted to the
right 4 columns.  I am working on it now but I just wanted to make sure
I wasn't reinventing the wheel here.

Thanks,
-Tim


From eliezer.chavez at gmail.com  Wed Jan 28 15:40:21 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Wed, 28 Jan 2009 16:10:21 -0430
Subject: [rt-users] Problems with SSL and rt-mailgate
Message-ID: <66d635aa0901281240q3c9ab21s688e11e4ad0d432e@mail.gmail.com>

Hi Guys

This is happening to me

procmail: Assigning "MAILDOMAIN=movilnet.com.ve"
procmail: Assigning "FORMAIL=/usr/local/bin/formail"
procmail: Assigning "DMMH=/export/home/as10g/bin/dmmh.pl"
procmail: Assigning "RMQT=/export/home/as10g/bin/rmqt.pl"
procmail: Assigning "RT_MAILGATE=/opt/rt/bin/rt-mailgate"
procmail: Assigning "RT_URL=https://aspccs11.movilnet.com.ve"
procmail: Assigning "LOGABSTRACT=all"
procmail: No match on "^Subject:
+=\?((ISO|iso)-8859-[0-9]*|[Ww]indows-125[028])\?[A-Z]\?"
procmail: Executing "$FORMAIL -xSubject: | $RMQT"
procmail: Assigning "SUBJ_=PRueba"
procmail: No match on "^From:.*(cinternas at cantv\.com\.ve)"
procmail: No match on "^Subject:.*\[(C|c)(A|a)(R|r)\]$*"
procmail: No match on "^Subject:.*\[(C|c)(B|b)(D|d)\]$*"
procmail: No match on "^Subject:.*\[(C|c)(C|c)(C|c)\]$*"
procmail: Match on "^Subject:.*\[(C|c)(S|s)(O|o)\]$*"
procmail: Executing "/usr/local/bin/formail,-ISubject: PRueba"
procmail: Couldn't determine implicit lockfile from
"/opt/rt/bin/rt-mailgate"
procmail: Locking ".lock"
procmail: Executing
"/opt/rt/bin/rt-mailgate,--queue,CSO,--action,correspond,--url,
https://aspccs11.movilnet.com.ve"
An Error Occurred
=================
*
501 Protocol scheme 'https' is not supported
(Crypt::SSLeay not installed)*

The strange thing is that i have installed Crypt::SSLeay, and if i execute a
simple script with LWP works fine... so, if anyone can help me...

Regards!


-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From alexyoung at scoutsolutions.co.uk  Wed Jan 28 16:12:34 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Wed, 28 Jan 2009 21:12:34 -0000
Subject: [rt-users] RTFM WikiText formatting
In-Reply-To: <20090128184610.GJ1305@bestpractical.com>
References: <3CE7D8D453B27148BBCA0B2063B11E64CFF5F7@s-wor-e-001.SCOUTSOFFICE.local>
	<20090127184119.GI15157@bestpractical.com>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF6AF@s-wor-e-001.SCOUTSOFFICE.local>
	<20090127212623.GF15157@bestpractical.com>
	<3CE7D8D453B27148BBCA0B2063B11E64CFF6B0@s-wor-e-001.SCOUTSOFFICE.local>
	<20090128184610.GJ1305@bestpractical.com>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64CFF760@s-wor-e-001.SCOUTSOFFICE.local>

Ah, that's because it came from the mods on
http://wiki.bestpractical.com/view/RTFM they did work until the recent
upgrade.

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: 28 January 2009 18:46
To: Alex Young
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RTFM WikiText formatting




On Tue, Jan 27, 2009 at 09:30:01PM -0000, Alex Young wrote:
> Sorry Jesse,
> 	My users reported it broken after I updated to RT 3.8.2 and RTFM
> 2.4.1.
> 
> It could *possibly* have been broken before that when I updated to
3.8.1
> and 2.4.0, but that's unlikely as they use the pages that are now
broken
> with the %code% tags so I would have expected an earlier bug report.
>

I've just walked through the wiki formatting library we use and can't
find any evidence that %code% ever did anything.  Anybody else with a
better memory than me?

-Jesse


From eliezer.chavez at gmail.com  Wed Jan 28 16:18:23 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Wed, 28 Jan 2009 16:48:23 -0430
Subject: [rt-users] Problems with SSL and rt-mailgate
In-Reply-To: <66d635aa0901281240q3c9ab21s688e11e4ad0d432e@mail.gmail.com>
References: <66d635aa0901281240q3c9ab21s688e11e4ad0d432e@mail.gmail.com>
Message-ID: <66d635aa0901281318h4f42053ayea509959dc59012c@mail.gmail.com>

I have tested rt-mailgate in command line and works OK, this only happens
from procmail...

regards!

On Wed, Jan 28, 2009 at 4:10 PM, Eliezer E Ch?vez
<eliezer.chavez at gmail.com>wrote:

> Hi Guys
>
> This is happening to me
>
> procmail: Assigning "MAILDOMAIN=movilnet.com.ve"
> procmail: Assigning "FORMAIL=/usr/local/bin/formail"
> procmail: Assigning "DMMH=/export/home/as10g/bin/dmmh.pl"
> procmail: Assigning "RMQT=/export/home/as10g/bin/rmqt.pl"
> procmail: Assigning "RT_MAILGATE=/opt/rt/bin/rt-mailgate"
> procmail: Assigning "RT_URL=https://aspccs11.movilnet.com.ve"
> procmail: Assigning "LOGABSTRACT=all"
> procmail: No match on "^Subject:
> +=\?((ISO|iso)-8859-[0-9]*|[Ww]indows-125[028])\?[A-Z]\?"
> procmail: Executing "$FORMAIL -xSubject: | $RMQT"
> procmail: Assigning "SUBJ_=PRueba"
> procmail: No match on "^From:.*(cinternas at cantv\.com\.ve)"
> procmail: No match on "^Subject:.*\[(C|c)(A|a)(R|r)\]$*"
> procmail: No match on "^Subject:.*\[(C|c)(B|b)(D|d)\]$*"
> procmail: No match on "^Subject:.*\[(C|c)(C|c)(C|c)\]$*"
> procmail: Match on "^Subject:.*\[(C|c)(S|s)(O|o)\]$*"
> procmail: Executing "/usr/local/bin/formail,-ISubject: PRueba"
> procmail: Couldn't determine implicit lockfile from
> "/opt/rt/bin/rt-mailgate"
> procmail: Locking ".lock"
> procmail: Executing
> "/opt/rt/bin/rt-mailgate,--queue,CSO,--action,correspond,--url,
> https://aspccs11.movilnet.com.ve"
> An Error Occurred
> =================
> *
> 501 Protocol scheme 'https' is not supported
> (Crypt::SSLeay not installed)*
>
> The strange thing is that i have installed Crypt::SSLeay, and if i execute
> a simple script with LWP works fine... so, if anyone can help me...
>
> Regards!
>
>
> --
> Eliezer E Ch?vez
> +58-416-6125676
> eliezer.chavez at gmail.com
> >>http://www.bumeran.com.ve/cv/eliezer-chavez
>



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From ranatanveer at gmail.com  Wed Jan 28 16:36:04 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Thu, 29 Jan 2009 02:36:04 +0500
Subject: [rt-users] Mail Attachment are Corrupting after upgrade.
Message-ID: <2282948c0901281336p525c40e1h8683c5381b502db3@mail.gmail.com>

Hi All

I have upgrade my RT from RT 3.6.5 to RT 3.8.1, everything working fine, but
email attachments got corrupted.
means when i download files to my computer these are become corrupt and i
cant open files.

i tried to search in mailing lists but no clue, why attachment files are
corrupting.

anyone help me here ?


-- 
---------------------------------------------
         Rana Tanveer
        +923224194457
http://www.sysadminsline.com
---------------------------------------------
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From rob.munsch at gmail.com  Wed Jan 28 16:47:45 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Wed, 28 Jan 2009 16:47:45 -0500
Subject: [rt-users] ExtractCustomFieldValues issues
Message-ID: <8fae230c0901281347v1b3ab8aeq4257d26080de8806@mail.gmail.com>

(i think i sent this to nowhere earlier today - apologies if i didn't).

Hello,

I've been looking at past discussions about this plugin, and it looks
like this should have been addressed, so maybe it's my regex.  But it
seems like a pretty simple one, so...

I saw some patches for ECFV being modified to iterate thru all
attachments.  Is this in the current version on CPAN?  If a plaintext
email is sent to RT, the values are extracted.  If an HTML attachment
is sent, the plaintext version seems to be first in the ticket, but
doesn't seem to be checked.  If i modify the regex to grab values
based on the HTML attachment, i get nothing.  Logs show:

Jan 28 13:05:51 data RT: Committing scrip #21 on txn #55790 of ticket #10730
Jan 28 13:05:51 data RT: Use of uninitialized value in pattern match
(m//) at /opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm
line 44. (/opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:44)
Jan 28 13:05:51 data RT: load cf Field1
Jan 28 13:05:51 data RT: load cf done: 4
Jan 28 13:05:51 data RT: look for match in Body

No hits when the message comes in as HTML.  When the message is sent
as plaintext, though, values are found.  (And as i understand it,
that's just a warning on the second line, yeah?)

Info comes in the format

Triggertext:123456

with no spaces, and i want that 6 digit number.  The HTML attachment
makes it look like

Triggertext:</td><td>123456

and i've tested my regex and the template, which is simply

Customfield|body|Triggertext:<\/td><td>([0-9]{6})

That regex tests on the email body correctly when i use various
testing tools (web based, The Regex Coach, i've tried a bunch...).  I
tried escaping all the brackets as well, no luck.  Just in case i was
grabbing more than the digits, i made the custom field a text field,
not a value.  Nothing.

I also tried just a plain old
Triggertext:([0-9]{6})
trying to hit against the plaintext attachment part of the HTML mails,
but no dice.

Making the info i need into headers isn't an option, nor is sending
all plaintext instead of the HTML: i have no control
over the emails i'm trying to parse.  Any help is appreciated.

Rob

-- 
/chown -R us:us /yourbase


From ruslan.zakirov at gmail.com  Wed Jan 28 16:54:01 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 29 Jan 2009 00:54:01 +0300
Subject: [rt-users] Mail Attachment are Corrupting after upgrade.
In-Reply-To: <2282948c0901281336p525c40e1h8683c5381b502db3@mail.gmail.com>
References: <2282948c0901281336p525c40e1h8683c5381b502db3@mail.gmail.com>
Message-ID: <589c94400901281354n4050a8eer81de1a97bfc1cc7d@mail.gmail.com>

Read UPGRADING.mysql

On Thu, Jan 29, 2009 at 12:36 AM, Rana Tanveer <ranatanveer at gmail.com> wrote:
> Hi All
>
> I have upgrade my RT from RT 3.6.5 to RT 3.8.1, everything working fine, but
> email attachments got corrupted.
> means when i download files to my computer these are become corrupt and i
> cant open files.
>
> i tried to search in mailing lists but no clue, why attachment files are
> corrupting.
>
> anyone help me here ?
>
>
> --
> ---------------------------------------------
>          Rana Tanveer
>         +923224194457
> http://www.sysadminsline.com
> ---------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From brian.friday at gmail.com  Wed Jan 28 17:43:15 2009
From: brian.friday at gmail.com (Brian Friday)
Date: Wed, 28 Jan 2009 14:43:15 -0800
Subject: [rt-users] Editing Searches which form default RT at a glance
	page fails
In-Reply-To: <b60c91780901270920p1920ab4fg4ff08bf30b6eb806@mail.gmail.com>
References: <9A452537-1503-4BE5-90AA-03B816D89AAF@gmail.com>
	<b60c91780901270920p1920ab4fg4ff08bf30b6eb806@mail.gmail.com>
Message-ID: <b60c91780901281443g4d489a39i87dba009f56569dc@mail.gmail.com>

Would really REALLY appreciate it if someone can take a look or give a
comment back on this issue:

Recap of Issue:

>From RT-At-A-Glance Page a user clicks on either of the links:

10 highest priority tickets I own
10 newest unowned tickets

When the new page loads the search the page is formated as follows
with the following column names:

Normal:
# Subject Priority Queue Status

My System:
a href id id a TITLE

with the two "id" columns having a url:

The first "id" has the url
https://dev-rt00.domain.com/rt/Search/Results.html?Order=ASC&Query=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)&Rows=50&OrderBy=id&Page=1&Format=%27%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A

The second "id" has the url:
https://dev-rt00.domain.com/rt/Search/Results.html?Order=ASC&Query=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)&Rows=50&OrderBy=id&Page=1&Format=%27%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A


Things I know so far:

1) This effects default system searches and personal saved searches.
2) Updating the search format as root only works once even if you hit
save. Once saved you then hit "add and search" and the formating is
normal but returning to the at a glance page and clicking the search
goes back to failing displaying  works exactly once but only once

Under advanced the formating only displays the following:

'<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>/TITLE:#',

Even though the settings is correct and includes the full default
search (which was not edited in the RT_SiteConfig.pm)

I have attached in text file the configuration output for the box.

Can anyone please respond to this? An acknowledgement that you read
this and are stumped as well? anything??

Something is wacky here but I can't seem to find it.


- Brian
-------------- next part --------------
Perl v5.8.8 under darwin 
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RT Variables

RT::AmbiguousDayInPast	 1
RT::BasePath	 /usr/local/rt/3.6.7
RT::BinPath	 /usr/local/rt/3.6.7/bin
RT::CORE_CONFIG_FILE	 /usr/local/rt/3.6.7/etc/RT_Config.pm
RT::CommentAddress	 rtdev-comment at dev-rt00.domain.com
RT::CorrespondAddress	 rtdev at dev-rt00.domain.com
RT::DatabaseHost	 localhost
RT::DatabaseName	 rt3
RT::DatabasePassword	Password not printed
RT::DatabaseRTHost	 localhost
RT::DatabaseType	 mysql
RT::DatabaseUser	 rt3user
RT::DateDayBeforeMonth	 1
RT::DefaultSearchResultFormat	 '<B><A HREF="/rt/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A HREF="/rt/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>', '<small>__ToldRelative__</small>', '<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
RT::DefaultSummaryRows	 10
RT::DevelMode	 1
RT::EmailOutputEncoding	 utf-8
RT::EtcPath	 /usr/local/rt/3.6.7/etc
RT::FriendlyFromLineFormat	 "%s via RT" <%s>
RT::FriendlyToLineFormat	 "%s of rtdev Ticket #%s":;
RT::LocalEtcPath	 /usr/local/rt/3.6.7/local/etc
RT::LocalLexiconPath	 /usr/local/rt/3.6.7/local/po
RT::LocalPath	 /usr/local/rt/3.6.7/local
RT::LogDir	 /usr/local/rt/3.6.7/var/log
RT::LogToFileNamed	 rt.log
RT::LogToScreen	 error
RT::LogToSyslog	 debug
RT::LogoURL	 /rt/NoAuth/images/bplogo.gif
RT::LoopsToRTOwner	 1
RT::MailCommand	 sendmailpipe
RT::MasonComponentRoot	 /usr/local/rt/3.6.7/share/html
RT::MasonDataDir	 /usr/local/rt/3.6.7/var/mason_data
RT::MasonLocalComponentRoot	 /usr/local/rt/3.6.7/local/html
RT::MasonSessionDir	 /usr/local/rt/3.6.7/var/session_data
RT::MaxAttachmentSize	 10000000
RT::MaxInlineBody	 13456
RT::MessageBoxWidth	 72
RT::MessageBoxWrap	 SOFT
RT::MinimumPasswordLength	 5
RT::OldestTransactionsFirst	 1
RT::Organization	 domain.com
RT::OwnerEmail	 root
RT::RTAddressRegexp	 ^rt\@dev-rt00.domain.com$
RT::RecordOutgoingEmail	 1
RT::RedistributeAutoGeneratedMessages	 privileged
RT::SITE_CONFIG_FILE	 /usr/local/rt/3.6.7/etc/RT_SiteConfig.pm
RT::SendmailArguments	 -oi -t
RT::SendmailBounceArguments	 -f "<>"
RT::SendmailPath	 /usr/sbin/sendmail
RT::ShowTransactionImages	 1
RT::StrictLinkACL	 1
RT::Timezone	 US/Pacific
RT::UseFriendlyFromLine	 1
RT::VERSION	 3.6.7
RT::VarPath	 /usr/local/rt/3.6.7/var
RT::WebBaseURL	 http://dev-rt00.domain.com:443
RT::WebDefaultStylesheet	 3.5-default
RT::WebFlushDbCacheEveryRequest	 1
RT::WebImagesURL	 /rt/NoAuth/images/
RT::WebPath	 /rt
RT::WebPort	 443
RT::WebSecureCookies	 1
RT::WebURL	 http://dev-rt00.domain.com:443/rt/
RT::rtname	 rtdev
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
  Platform:
    osname=darwin, osvers=9.0, archname=darwin-thread-multi-2level
    uname='darwin omen.apple.com 9.0 darwin kernel version 9.0.0b5: mon sep 10 17:17:11 pdt 2007; root:xnu-1166.6~1release_ppc power macintosh '
    config_args='-ds -e -Dprefix=/usr -Dccflags=-g  -pipe  -Dldflags=-Dman3ext=3pm -Duseithreads -Duseshrplib'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=define use5005threads=undef useithreads=define usemultiplicity=define
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=define use64bitall=define uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='cc', ccflags ='-arch i386 -arch ppc -g -pipe -fno-common -DPERL_DARWIN -no-cpp-precomp -fno-strict-aliasing -Wdeclaration-after-statement -I/usr/local/include',
    optimize='-O3',
    cppflags='-no-cpp-precomp -g -pipe -fno-common -DPERL_DARWIN -no-cpp-precomp -fno-strict-aliasing -Wdeclaration-after-statement -I/usr/local/include'
    ccversion='', gccversion='4.0.1 (Apple Inc. build 5465)', gccosandvers=''
    intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16
    ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
    alignbytes=8, prototype=define
  Linker and Libraries:
    ld='cc -mmacosx-version-min=10.5', ldflags ='-arch i386 -arch ppc -L/usr/local/lib'
    libpth=/usr/local/lib /usr/lib
    libs=-ldbm -ldl -lm -lutil -lc
    perllibs=-ldl -lm -lutil -lc
    libc=/usr/lib/libc.dylib, so=dylib, useshrplib=true, libperl=libperl.dylib
    gnulibc_version=''
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=bundle, d_dlsymun=undef, ccdlflags=' '
    cccdlflags=' ', lddlflags='-arch i386 -arch ppc -bundle -undefined dynamic_lookup -L/usr/local/lib'


From adamtingle at gmail.com  Wed Jan 28 22:35:29 2009
From: adamtingle at gmail.com (Adam Tingle)
Date: Wed, 28 Jan 2009 22:35:29 -0500
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if it's a
	reply/comment
Message-ID: <b9f8f3a70901281935r395c1f0blad04aef10c181ad7@mail.gmail.com>

Hi rt-users,

Here's a quick patch I made to add some whitespace to the top of the message
when replying to a message. It makes it easier to just start typing if you
have FCKeditor set to StartupFocus.


--- MessageBox  2009-01-28 21:37:01.000000000 -0500
+++ /usr/local/share/request-tracker3.8/html/Elements/MessageBox
2009-01-28 22:28:23.000000000 -0500
@@ -47,7 +47,7 @@
 %# END BPS TAGGED BLOCK }}}
 <textarea class="messagebox" cols="<% $Width %>" rows="<% $Height %>"
wrap="<% $Wrap %>" name="<% $Name %>">\
 % $m->callback( %ARGS );
-<% $Default || '' %><% $message %><% $signature %></textarea>
+<% $Default || '' %><% $whitespace %><% $message %><% $signature
%></textarea>
 <%INIT>

 my $message = '';
@@ -63,6 +63,10 @@
        $signature = "-- \n". $text;
 }

+my $whitespace = '';
+if ( $message ) {
+    $whitespace = "\n\n\n";
+}
 </%INIT>
 <%ARGS>
 $QuoteTransaction => undef


BTW, I caught on that making changes in
local/html/NoAuth/RichText/FCKeditor/fckconfig.js doesn't work; where's the
best place to override the FCKeditor configuration to enable the option
FCKConfig.StartupFocus  = true; ? Even better, how about making this the
default option, as no other fields seem to get the focus anyway.

-- 
...................
Adam Tingle
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From jesse at bestpractical.com  Wed Jan 28 22:58:56 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Jan 2009 22:58:56 -0500
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if
	it's a	reply/comment
Message-ID: <1s73dgf35cqb06nfd1qvl51s.1233201536292@email.android.com>

Be careful. This patch will break rt's empty reply detection.

Adam Tingle <adamtingle at gmail.com> wrote:

>Hi rt-users,
>
>Here's a quick patch I made to add some whitespace to the top of the message
>when replying to a message. It makes it easier to just start typing if you
>have FCKeditor set to StartupFocus.
>
>
>--- MessageBox  2009-01-28 21:37:01.000000000 -0500
>+++ /usr/local/share/request-tracker3.8/html/Elements/MessageBox
>2009-01-28 22:28:23.000000000 -0500
>@@ -47,7 +47,7 @@
> %# END BPS TAGGED BLOCK }}}
> <textarea class="messagebox" cols="<% $Width %>" rows="<% $Height %>"
>wrap="<% $Wrap %>" name="<% $Name %>">\
> % $m->callback( %ARGS );
>-<% $Default || '' %><% $message %><% $signature %></textarea>
>+<% $Default || '' %><% $whitespace %><% $message %><% $signature
>%></textarea>
> <%INIT>
>
> my $message = '';
>@@ -63,6 +63,10 @@
>        $signature = "-- \n". $text;
> }
>
>+my $whitespace = '';
>+if ( $message ) {
>+    $whitespace = "\n\n\n";
>+}
> </%INIT>
> <%ARGS>
> $QuoteTransaction => undef
>
>
>BTW, I caught on that making changes in
>local/html/NoAuth/RichText/FCKeditor/fckconfig.js doesn't work; where's the
>best place to override the FCKeditor configuration to enable the option
>FCKConfig.StartupFocus  = true; ? Even better, how about making this the
>default option, as no other fields seem to get the focus anyway.
>
>-- 
>...................
>Adam Tingle
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
-- 
Sent from my Android phone with K-9. Please excuse my brevity.

From adamtingle at gmail.com  Wed Jan 28 23:15:31 2009
From: adamtingle at gmail.com (Adam Tingle)
Date: Wed, 28 Jan 2009 23:15:31 -0500
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if
	it's a reply/comment
In-Reply-To: <1s73dgf35cqb06nfd1qvl51s.1233201536292@email.android.com>
References: <1s73dgf35cqb06nfd1qvl51s.1233201536292@email.android.com>
Message-ID: <b9f8f3a70901282015r7f82ada7s9e5d0bfbac31554c@mail.gmail.com>

Thanks for the heads-up, but how does the empty reply detection work? It
doesn't seem to do anything if I remove the patch. I click reply, click
update ticket, and my 'empty reply' is recorded. Is it an option I have to
turn on?

- Adam

On Wed, Jan 28, 2009 at 10:58 PM, Jesse Vincent <jesse at bestpractical.com>wrote:

> Be careful. This patch will break rt's empty reply detection.
>
> Adam Tingle <adamtingle at gmail.com> wrote:
>
> >Hi rt-users,
> >
> >Here's a quick patch I made to add some whitespace to the top of the
> message
> >when replying to a message. It makes it easier to just start typing if you
> >have FCKeditor set to StartupFocus.
> >
> >
> >--- MessageBox  2009-01-28 21:37:01.000000000 -0500
> >+++ /usr/local/share/request-tracker3.8/html/Elements/MessageBox
> >2009-01-28 22:28:23.000000000 -0500
> >@@ -47,7 +47,7 @@
> > %# END BPS TAGGED BLOCK }}}
> > <textarea class="messagebox" cols="<% $Width %>" rows="<% $Height %>"
> >wrap="<% $Wrap %>" name="<% $Name %>">\
> > % $m->callback( %ARGS );
> >-<% $Default || '' %><% $message %><% $signature %></textarea>
> >+<% $Default || '' %><% $whitespace %><% $message %><% $signature
> >%></textarea>
> > <%INIT>
> >
> > my $message = '';
> >@@ -63,6 +63,10 @@
> >        $signature = "-- \n". $text;
> > }
> >
> >+my $whitespace = '';
> >+if ( $message ) {
> >+    $whitespace = "\n\n\n";
> >+}
> > </%INIT>
> > <%ARGS>
> > $QuoteTransaction => undef
> >
> >
> >BTW, I caught on that making changes in
> >local/html/NoAuth/RichText/FCKeditor/fckconfig.js doesn't work; where's
> the
> >best place to override the FCKeditor configuration to enable the option
> >FCKConfig.StartupFocus  = true; ? Even better, how about making this the
> >default option, as no other fields seem to get the focus anyway.
> >
> >--
> >...................
> >Adam Tingle
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Community help: http://wiki.bestpractical.com
> >Commercial support: sales at bestpractical.com
> >
> >
> >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >Buy a copy at http://rtbook.bestpractical.com
> --
> Sent from my Android phone with K-9. Please excuse my brevity.




-- 
...................
Adam Tingle
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From jrhett at netconsonance.com  Thu Jan 29 02:37:58 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 28 Jan 2009 23:37:58 -0800
Subject: [rt-users] suggestion - unify names "Saved Searches" and
	"Queries"
In-Reply-To: <20090128180337.GI1305@bestpractical.com>
References: <5B0A51C9-7D15-4003-A8F3-AAB5B34E4B9A@netconsonance.com>
	<20090128180337.GI1305@bestpractical.com>
Message-ID: <54160968-A347-488C-924A-2FC837998AFE@netconsonance.com>

> On Tue, Jan 27, 2009 at 05:28:47PM -0800, Jo Rhett wrote:
>> okay so call me stupid, but I keep forgetting that "Queries" are
>> "Saved Searches".    So I go to make a dashboard, find the queries
...
>> why not call them "Saved Searches" and get rid of the Query word?

On Jan 28, 2009, at 10:03 AM, Jesse Vincent wrote:
> Well, it's not just Saved Searches. It's anything with "Portlets"
> It's modeled on: http://rt3.fsck.com/Prefs/MyRT.html
>
> "Saved Searches" isn't quite right. Other thoughts?


I don't much care what the words are, as long as it's easy to figure  
out what one is.  Like I said, a link from the query page to a page  
where you can create new ones is probably all I need.

But I'll keep thinking about it.

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




From jrhett at netconsonance.com  Thu Jan 29 02:43:16 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 28 Jan 2009 23:43:16 -0800
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if
	it's a reply/comment
In-Reply-To: <b9f8f3a70901282015r7f82ada7s9e5d0bfbac31554c@mail.gmail.com>
References: <1s73dgf35cqb06nfd1qvl51s.1233201536292@email.android.com>
	<b9f8f3a70901282015r7f82ada7s9e5d0bfbac31554c@mail.gmail.com>
Message-ID: <2A978282-F17E-4E5F-97CB-BE4E91E3A593@netconsonance.com>

This is patching the wrong way, but it's the right decision.  I'm  
hating having to manually move the cursor in front of the signature  
and end a newline before typing.

I think the right patch would be to add the whitespace at the same  
place that "-- \n" is added to the beginning of the signature.  This  
is only added if the signature exists, and thus would be the easy fix.

On Jan 28, 2009, at 8:15 PM, Adam Tingle wrote:
> Thanks for the heads-up, but how does the empty reply detection  
> work? It doesn't seem to do anything if I remove the patch. I click  
> reply, click update ticket, and my 'empty reply' is recorded. Is it  
> an option I have to turn on?
>
> - Adam
>
> On Wed, Jan 28, 2009 at 10:58 PM, Jesse Vincent <jesse at bestpractical.com 
> > wrote:
> Be careful. This patch will break rt's empty reply detection.
>
> Adam Tingle <adamtingle at gmail.com> wrote:
>
> >Hi rt-users,
> >
> >Here's a quick patch I made to add some whitespace to the top of  
> the message
> >when replying to a message. It makes it easier to just start typing  
> if you
> >have FCKeditor set to StartupFocus.
> >
> >
> >--- MessageBox  2009-01-28 21:37:01.000000000 -0500
> >+++ /usr/local/share/request-tracker3.8/html/Elements/MessageBox
> >2009-01-28 22:28:23.000000000 -0500
> >@@ -47,7 +47,7 @@
> > %# END BPS TAGGED BLOCK }}}
> > <textarea class="messagebox" cols="<% $Width %>" rows="<% $Height  
> %>"
> >wrap="<% $Wrap %>" name="<% $Name %>">\
> > % $m->callback( %ARGS );
> >-<% $Default || '' %><% $message %><% $signature %></textarea>
> >+<% $Default || '' %><% $whitespace %><% $message %><% $signature
> >%></textarea>
> > <%INIT>
> >
> > my $message = '';
> >@@ -63,6 +63,10 @@
> >        $signature = "-- \n". $text;
> > }
> >
> >+my $whitespace = '';
> >+if ( $message ) {
> >+    $whitespace = "\n\n\n";
> >+}
> > </%INIT>
> > <%ARGS>
> > $QuoteTransaction => undef
> >
> >
> >BTW, I caught on that making changes in
> >local/html/NoAuth/RichText/FCKeditor/fckconfig.js doesn't work;  
> where's the
> >best place to override the FCKeditor configuration to enable the  
> option
> >FCKConfig.StartupFocus  = true; ? Even better, how about making  
> this the
> >default option, as no other fields seem to get the focus anyway.
> >
> >--
> >...................
> >Adam Tingle
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Community help: http://wiki.bestpractical.com
> >Commercial support: sales at bestpractical.com
> >
> >
> >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >Buy a copy at http://rtbook.bestpractical.com
> --
> Sent from my Android phone with K-9. Please excuse my brevity.
>
>
>
> -- 
> ...................
> Adam Tingle
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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


-------------- next part --------------
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From jrhett at netconsonance.com  Thu Jan 29 02:54:41 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 28 Jan 2009 23:54:41 -0800
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if
	it's a reply/comment
In-Reply-To: <2A978282-F17E-4E5F-97CB-BE4E91E3A593@netconsonance.com>
References: <1s73dgf35cqb06nfd1qvl51s.1233201536292@email.android.com>
	<b9f8f3a70901282015r7f82ada7s9e5d0bfbac31554c@mail.gmail.com>
	<2A978282-F17E-4E5F-97CB-BE4E91E3A593@netconsonance.com>
Message-ID: <68955A79-5FD3-4B45-BAF1-8F5B357C9696@netconsonance.com>

In specific, I believe that this would be the better patch:

--- html/Elements/MessageBox_orig       2009-01-28 23:48:34.000000000  
-0800
+++ html/Elements/MessageBox    2009-01-28 23:48:45.000000000 -0800
@@ -60,7 +60,7 @@

  my $signature = '';
  if ( $IncludeSignature and my $text = $session{'CurrentUser'}- 
 >UserObj->Signature ) {
-       $signature = "-- \n". $text;
+       $signature = "\n\n\n-- \n". $text;
  }

  </%INIT>


Jesse: I can't find any place where the Signature and "-- \n" are  
being used for empty reply comparison.  Can you point me in the right  
direction?  The obvious fix is \s+\-\-\s\n + Signature but I can't  
find where this should go.

On Jan 28, 2009, at 11:43 PM, Jo Rhett wrote:
> This is patching the wrong way, but it's the right decision.  I'm  
> hating having to manually move the cursor in front of the signature  
> and end a newline before typing.
>
> I think the right patch would be to add the whitespace at the same  
> place that "-- \n" is added to the beginning of the signature.  This  
> is only added if the signature exists, and thus would be the easy fix.
>
> On Jan 28, 2009, at 8:15 PM, Adam Tingle wrote:
>> Thanks for the heads-up, but how does the empty reply detection  
>> work? It doesn't seem to do anything if I remove the patch. I click  
>> reply, click update ticket, and my 'empty reply' is recorded. Is it  
>> an option I have to turn on?
>>
>> - Adam
>>
>> On Wed, Jan 28, 2009 at 10:58 PM, Jesse Vincent <jesse at bestpractical.com 
>> > wrote:
>> Be careful. This patch will break rt's empty reply detection.
>>
>> Adam Tingle <adamtingle at gmail.com> wrote:
>>
>> >Hi rt-users,
>> >
>> >Here's a quick patch I made to add some whitespace to the top of  
>> the message
>> >when replying to a message. It makes it easier to just start  
>> typing if you
>> >have FCKeditor set to StartupFocus.
>> >
>> >
>> >--- MessageBox  2009-01-28 21:37:01.000000000 -0500
>> >+++ /usr/local/share/request-tracker3.8/html/Elements/MessageBox
>> >2009-01-28 22:28:23.000000000 -0500
>> >@@ -47,7 +47,7 @@
>> > %# END BPS TAGGED BLOCK }}}
>> > <textarea class="messagebox" cols="<% $Width %>" rows="<% $Height  
>> %>"
>> >wrap="<% $Wrap %>" name="<% $Name %>">\
>> > % $m->callback( %ARGS );
>> >-<% $Default || '' %><% $message %><% $signature %></textarea>
>> >+<% $Default || '' %><% $whitespace %><% $message %><% $signature
>> >%></textarea>
>> > <%INIT>
>> >
>> > my $message = '';
>> >@@ -63,6 +63,10 @@
>> >        $signature = "-- \n". $text;
>> > }
>> >
>> >+my $whitespace = '';
>> >+if ( $message ) {
>> >+    $whitespace = "\n\n\n";
>> >+}
>> > </%INIT>
>> > <%ARGS>
>> > $QuoteTransaction => undef
>> >
>> >
>> >BTW, I caught on that making changes in
>> >local/html/NoAuth/RichText/FCKeditor/fckconfig.js doesn't work;  
>> where's the
>> >best place to override the FCKeditor configuration to enable the  
>> option
>> >FCKConfig.StartupFocus  = true; ? Even better, how about making  
>> this the
>> >default option, as no other fields seem to get the focus anyway.
>> >
>> >--
>> >...................
>> >Adam Tingle
>> >_______________________________________________
>> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> >Community help: http://wiki.bestpractical.com
>> >Commercial support: sales at bestpractical.com
>> >
>> >
>> >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >Buy a copy at http://rtbook.bestpractical.com
>> --
>> Sent from my Android phone with K-9. Please excuse my brevity.
>>
>>
>>
>> -- 
>> ...................
>> Adam Tingle
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
>

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


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From george.beitis at googlemail.com  Thu Jan 29 03:09:25 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Thu, 29 Jan 2009 10:09:25 +0200
Subject: [rt-users] Callback code
Message-ID: <9be19c1c0901290009ka94d302xd5c80c2fe8347ab3@mail.gmail.com>

Hey everyone,
trying to add some callback code to the display ticket page to display
ticket page showing more information about the person making the
request,(e.g. full name, phone etc).

I create the callback code under
/rt3/local/html/Callbacks/MyCallbacks/Ticket/Display/Elements/ShowSummary,
in  a file called default.  The following code was given to me from another
member of the RT community for testing.  Using it does not work though

<center>
  <a href="http://www.example.com/foo/profile.php?username=<%
$requestor->Name %>" target="_new">
    View Website Profile
  </a>
</center>
<br />
<%ARGS>
$requestor
</%ARGS>

Any ideas?

George
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From nicolas.seigneurin at cea.fr  Thu Jan 29 03:22:31 2009
From: nicolas.seigneurin at cea.fr (nseigne)
Date: Thu, 29 Jan 2009 00:22:31 -0800 (PST)
Subject: [rt-users]  Querying tickets based on current user custom field
Message-ID: <21702520.post@talk.nabble.com>


Hi, 

I have added successfully 2 custom fields to my fresh rt instance : 
   - a single value region dropdown field to tickets 
   - a favorite-regions field to users 

I can easily query tickets against the ticket custom field, but I would like
to build a query against the current users custom field : something like
"give me the tickets who's region are in my favorites". 

>From what I've read in the RT book and experimented, it doesn't seem far off
but I can't find the write syntax. I've tried things like 'CF.region =
__CurrentUser__.CF.favorite-region' (pseudo code). 
Can this really be done ? 

Thanks in advance. 

-- 
View this message in context: http://www.nabble.com/Querying-tickets-based-on-current-user-custom-field-tp21702520p21702520.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From thys.kitshoff at rocketseed.com  Thu Jan 29 04:50:32 2009
From: thys.kitshoff at rocketseed.com (b-boy)
Date: Thu, 29 Jan 2009 01:50:32 -0800 (PST)
Subject: [rt-users]  CommandByMail Questions
Message-ID: <21723698.post@talk.nabble.com>


Hi all 

I have installed RT-Extension-CommandByMail-0.06 on my RT 3.8.1 and it works
for existing tickets but I want to set it up so that my staff (ticket
owners) are able to create tickets for requesters from mail. I have tried
sending a new mail from one of the owners with the following codes in the
mail but it only works partly, it only updates the requestor information. 

Owner: bob
Requstor: Steve at apple.com
Status: Open

Hi Steve 
I will be resetting your password soon, the call has now been log. 

Regards
Bob 

What I Ideally would like is if a system user (ticket owner) sends in a mail
like this it should strip out the codes log the ticket appropriately and
send a mail to the requestor, can this be done ? 

Thanks
B 



-- 
View this message in context: http://www.nabble.com/CommandByMail-Questions-tp21723698p21723698.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jrhett at netconsonance.com  Thu Jan 29 05:05:48 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 29 Jan 2009 02:05:48 -0800
Subject: [rt-users] Queues without explicit CorrespondAddress are disabled?
Message-ID: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>

So in playing around with the system I observed that RT doesn't care  
which e-mail address you send an existing ticket reply to, it always  
updates the correct ticket no matter if the queue has changed or what  
not.   That's perfect.

So it got me thinking about queues which a ticket would never start  
in, but might get moved into later.   And realizing that they could  
all share the default Correspondence Address.   I tested the idea and  
it works, except in one sense.

When you click on "Basics" or "Jumbo" to change the ticket queue, any  
queue without an explicit (different) CorrespondAddress doesn't show  
up in the list.

This isn't a rights thing, as I'm working as a Superuser.

I don't have enough brain to look at this tonight, but if any of you  
know why this behavior is set up and/or why it shouldn't be changed,  
please clue me in before I start trying to fix this.

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




From eliezer.chavez at gmail.com  Thu Jan 29 06:39:22 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Thu, 29 Jan 2009 07:09:22 -0430
Subject: [rt-users] Queues without explicit CorrespondAddress are
	disabled?
In-Reply-To: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>
References: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>
Message-ID: <66d635aa0901290339o9402b2dkb42a2698bb1aebcb@mail.gmail.com>

That's rare, cause i see all my queues and i don't have an explicit
correspond address for each one, only the default one

And i imagine you have define de default one in RT_SiteConfig.pm

Regards!

On Thu, Jan 29, 2009 at 5:35 AM, Jo Rhett <jrhett at netconsonance.com> wrote:

> So in playing around with the system I observed that RT doesn't care
> which e-mail address you send an existing ticket reply to, it always
> updates the correct ticket no matter if the queue has changed or what
> not.   That's perfect.
>
> So it got me thinking about queues which a ticket would never start
> in, but might get moved into later.   And realizing that they could
> all share the default Correspondence Address.   I tested the idea and
> it works, except in one sense.
>
> When you click on "Basics" or "Jumbo" to change the ticket queue, any
> queue without an explicit (different) CorrespondAddress doesn't show
> up in the list.
>
> This isn't a rights thing, as I'm working as a Superuser.
>
> I don't have enough brain to look at this tonight, but if any of you
> know why this behavior is set up and/or why it shouldn't be changed,
> please clue me in before I start trying to fix this.
>
> --
> 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
>



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From jesse at bestpractical.com  Thu Jan 29 09:05:54 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Jan 2009 09:05:54 -0500
Subject: [rt-users] Callback code
In-Reply-To: <9be19c1c0901290009ka94d302xd5c80c2fe8347ab3@mail.gmail.com>
References: <9be19c1c0901290009ka94d302xd5c80c2fe8347ab3@mail.gmail.com>
Message-ID: <20090129140554.GX1305@bestpractical.com>




On Thu, Jan 29, 2009 at 10:09:25AM +0200, George Beitis wrote:
> Hey everyone,
> trying to add some callback code to the display ticket page to display
> ticket page showing more information about the person making the
> request,(e.g. full name, phone etc).
> 
> I create the callback code under
> /rt3/local/html/Callbacks/MyCallbacks/Ticket/Display/Elements/ShowSummary,
> in  a file called default.  The following code was given to me from another
> member of the RT community for testing.  Using it does not work though

Default and default are not the same.  You want Default


From jesse at bestpractical.com  Thu Jan 29 09:06:55 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Jan 2009 09:06:55 -0500
Subject: [rt-users] Queues without explicit CorrespondAddress are
	disabled?
In-Reply-To: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>
References: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>
Message-ID: <20090129140655.GY1305@bestpractical.com>




On Thu, Jan 29, 2009 at 02:05:48AM -0800, Jo Rhett wrote:
> So in playing around with the system I observed that RT doesn't care  
> which e-mail address you send an existing ticket reply to, it always  
> updates the correct ticket no matter if the queue has changed or what  
> not.   That's perfect.
> 
> So it got me thinking about queues which a ticket would never start  
> in, but might get moved into later.   And realizing that they could  
> all share the default Correspondence Address.   I tested the idea and  
> it works, except in one sense.
> 
> When you click on "Basics" or "Jumbo" to change the ticket queue, any  
> queue without an explicit (different) CorrespondAddress doesn't show  
> up in the list.

I don't believe that to actually be the case. 

> 
> This isn't a rights thing, as I'm working as a Superuser.
 
> I don't have enough brain to look at this tonight, but if any of you  
> know why this behavior is set up and/or why it shouldn't be changed,  
> please clue me in before I start trying to fix this.
> 
> -- 
> 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 ranatanveer at gmail.com  Thu Jan 29 09:11:24 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Thu, 29 Jan 2009 19:11:24 +0500
Subject: [rt-users] Mail Attachment are Corrupting after upgrade.
In-Reply-To: <589c94400901281354n4050a8eer81de1a97bfc1cc7d@mail.gmail.com>
References: <2282948c0901281336p525c40e1h8683c5381b502db3@mail.gmail.com>
	<589c94400901281354n4050a8eer81de1a97bfc1cc7d@mail.gmail.com>
Message-ID: <2282948c0901290611x23c878f4rde82e10782c92940@mail.gmail.com>

Thanks Ruslan Zakirov

This works for me on my test RT server now i am implementing it on
production server.

Thanks.

Rana Tanveer

On Thu, Jan 29, 2009 at 2:54 AM, Ruslan Zakirov <ruslan.zakirov at gmail.com>wrote:

> Read UPGRADING.mysql
>
> On Thu, Jan 29, 2009 at 12:36 AM, Rana Tanveer <ranatanveer at gmail.com>
> wrote:
> > Hi All
> >
> > I have upgrade my RT from RT 3.6.5 to RT 3.8.1, everything working fine,
> but
> > email attachments got corrupted.
> > means when i download files to my computer these are become corrupt and i
> > cant open files.
> >
> > i tried to search in mailing lists but no clue, why attachment files are
> > corrupting.
> >
> > anyone help me here ?
> >
> >
> > --
> > ---------------------------------------------
> >          Rana Tanveer
> >         +923224194457
> > http://www.sysadminsline.com
> > ---------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 
---------------------------------------------
         Rana Tanveer
        +923224194457
http://www.sysadminsline.com
---------------------------------------------
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From jesse at bestpractical.com  Thu Jan 29 09:16:30 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Jan 2009 09:16:30 -0500
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if
	it's a reply/comment
In-Reply-To: <68955A79-5FD3-4B45-BAF1-8F5B357C9696@netconsonance.com>
References: <1s73dgf35cqb06nfd1qvl51s.1233201536292@email.android.com>
	<b9f8f3a70901282015r7f82ada7s9e5d0bfbac31554c@mail.gmail.com>
	<2A978282-F17E-4E5F-97CB-BE4E91E3A593@netconsonance.com>
	<68955A79-5FD3-4B45-BAF1-8F5B357C9696@netconsonance.com>
Message-ID: <20090129141630.GZ1305@bestpractical.com>




On Wed, Jan 28, 2009 at 11:54:41PM -0800, Jo Rhett wrote:
> In specific, I believe that this would be the better patch:


Jo,

lib/RT/Interface/Web.pm sub ProcessUpdateMessage is the code I was
thinking of.

-jesse


> 
> --- html/Elements/MessageBox_orig       2009-01-28 23:48:34.000000000  
> -0800
> +++ html/Elements/MessageBox    2009-01-28 23:48:45.000000000 -0800
> @@ -60,7 +60,7 @@
> 
>  my $signature = '';
>  if ( $IncludeSignature and my $text = $session{'CurrentUser'}- 
> >UserObj->Signature ) {
> -       $signature = "-- \n". $text;
> +       $signature = "\n\n\n-- \n". $text;
>  }
> 
>  </%INIT>
> 
> 
> Jesse: I can't find any place where the Signature and "-- \n" are  
> being used for empty reply comparison.  Can you point me in the right  
> direction?  The obvious fix is \s+\-\-\s\n + Signature but I can't  
> find where this should go.
> 
> On Jan 28, 2009, at 11:43 PM, Jo Rhett wrote:
> >This is patching the wrong way, but it's the right decision.  I'm  
> >hating having to manually move the cursor in front of the signature  
> >and end a newline before typing.
> >
> >I think the right patch would be to add the whitespace at the same  
> >place that "-- \n" is added to the beginning of the signature.  This  
> >is only added if the signature exists, and thus would be the easy fix.
> >
> >On Jan 28, 2009, at 8:15 PM, Adam Tingle wrote:
> >>Thanks for the heads-up, but how does the empty reply detection  
> >>work? It doesn't seem to do anything if I remove the patch. I click  
> >>reply, click update ticket, and my 'empty reply' is recorded. Is it  
> >>an option I have to turn on?
> >>
> >>- Adam
> >>
> >>On Wed, Jan 28, 2009 at 10:58 PM, Jesse Vincent <jesse at bestpractical.com 
> >>> wrote:
> >>Be careful. This patch will break rt's empty reply detection.
> >>
> >>Adam Tingle <adamtingle at gmail.com> wrote:
> >>
> >>>Hi rt-users,
> >>>
> >>>Here's a quick patch I made to add some whitespace to the top of  
> >>the message
> >>>when replying to a message. It makes it easier to just start  
> >>typing if you
> >>>have FCKeditor set to StartupFocus.
> >>>
> >>>
> >>>--- MessageBox  2009-01-28 21:37:01.000000000 -0500
> >>>+++ /usr/local/share/request-tracker3.8/html/Elements/MessageBox
> >>>2009-01-28 22:28:23.000000000 -0500
> >>>@@ -47,7 +47,7 @@
> >>> %# END BPS TAGGED BLOCK }}}
> >>> <textarea class="messagebox" cols="<% $Width %>" rows="<% $Height  
> >>%>"
> >>>wrap="<% $Wrap %>" name="<% $Name %>">\
> >>> % $m->callback( %ARGS );
> >>>-<% $Default || '' %><% $message %><% $signature %></textarea>
> >>>+<% $Default || '' %><% $whitespace %><% $message %><% $signature
> >>>%></textarea>
> >>> <%INIT>
> >>>
> >>> my $message = '';
> >>>@@ -63,6 +63,10 @@
> >>>        $signature = "-- \n". $text;
> >>> }
> >>>
> >>>+my $whitespace = '';
> >>>+if ( $message ) {
> >>>+    $whitespace = "\n\n\n";
> >>>+}
> >>> </%INIT>
> >>> <%ARGS>
> >>> $QuoteTransaction => undef
> >>>
> >>>
> >>>BTW, I caught on that making changes in
> >>>local/html/NoAuth/RichText/FCKeditor/fckconfig.js doesn't work;  
> >>where's the
> >>>best place to override the FCKeditor configuration to enable the  
> >>option
> >>>FCKConfig.StartupFocus  = true; ? Even better, how about making  
> >>this the
> >>>default option, as no other fields seem to get the focus anyway.
> >>>
> >>>--
> >>>...................
> >>>Adam Tingle
> >>>_______________________________________________
> >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>>
> >>>Community help: http://wiki.bestpractical.com
> >>>Commercial support: sales at bestpractical.com
> >>>
> >>>
> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>>Buy a copy at http://rtbook.bestpractical.com
> >>--
> >>Sent from my Android phone with K-9. Please excuse my brevity.
> >>
> >>
> >>
> >>-- 
> >>...................
> >>Adam Tingle
> >>
> >>_______________________________________________
> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>Community help: http://wiki.bestpractical.com
> >>Commercial support: sales at bestpractical.com
> >>
> >>
> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>Buy a copy at http://rtbook.bestpractical.com
> >
> >-- 
> >Jo Rhett
> >Net Consonance : consonant endings by net philanthropy, open source  
> >and other randomness
> >
> >
> 
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
> 
> 

-- 


From sturner at MIT.EDU  Thu Jan 29 09:29:28 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 29 Jan 2009 09:29:28 -0500
Subject: [rt-users] Problems with SSL and rt-mailgate
In-Reply-To: <66d635aa0901281318h4f42053ayea509959dc59012c@mail.gmail.com>
References: <66d635aa0901281240q3c9ab21s688e11e4ad0d432e@mail.gmail.com>
	<66d635aa0901281318h4f42053ayea509959dc59012c@mail.gmail.com>
Message-ID: <op.uoivve0y5pzi6r@mockingbird.mit.edu>


On Wed, 28 Jan 2009 16:18:23 -0500, Eliezer E Ch?vez  
<eliezer.chavez at gmail.com> wrote:

> I have tested rt-mailgate in command line and works OK, this only happens
> from procmail...
>
> regards!
>

Hi,

Sounds like mailgate isn't getting the same environment variables when you  
run it via procmail. Try tweaking rt-mailgate to print out @INC and maybe  
all env variables. Then compare what you get from command line and  
procmail.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From Gabriele.Franzini at nervianoms.com  Thu Jan 29 09:27:58 2009
From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms])
Date: Thu, 29 Jan 2009 15:27:58 +0100
Subject: [rt-users] How to prevent entering a DueDate in the past
References: <mailman.2429.1233223561.14313.rt-users@lists.bestpractical.com>
Message-ID: <20090129143807.22DC64D8015@diesel.bestpractical.com>

Hello,

has somebody put in place a mechanism to block entering a value in the
past for the "DueDate" field? 

Thanks a lot in advance,
Gabriele Franzini 
Nerviano Medical Sciences - Italy


From todd at chaka.net  Thu Jan 29 10:55:18 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 29 Jan 2009 10:55:18 -0500
Subject: [rt-users] Queues without explicit CorrespondAddress are
	disabled?
In-Reply-To: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>
References: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>
Message-ID: <519782dc0901290755v4e4f66adn74c010b6f41a5faa@mail.gmail.com>

Are they new queues? If so try logging out and back in. You may be seeing
the queue caching at work.

On Thu, Jan 29, 2009 at 5:05 AM, Jo Rhett <jrhett at netconsonance.com> wrote:

> So in playing around with the system I observed that RT doesn't care
> which e-mail address you send an existing ticket reply to, it always
> updates the correct ticket no matter if the queue has changed or what
> not.   That's perfect.
>
> So it got me thinking about queues which a ticket would never start
> in, but might get moved into later.   And realizing that they could
> all share the default Correspondence Address.   I tested the idea and
> it works, except in one sense.
>
> When you click on "Basics" or "Jumbo" to change the ticket queue, any
> queue without an explicit (different) CorrespondAddress doesn't show
> up in the list.
>
> This isn't a rights thing, as I'm working as a Superuser.
>
> I don't have enough brain to look at this tonight, but if any of you
> know why this behavior is set up and/or why it shouldn't be changed,
> please clue me in before I start trying to fix this.
>
> --
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From eliezer.chavez at gmail.com  Thu Jan 29 11:31:52 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Thu, 29 Jan 2009 12:01:52 -0430
Subject: [rt-users] Problems with SSL and rt-mailgate
In-Reply-To: <op.uoivve0y5pzi6r@mockingbird.mit.edu>
References: <66d635aa0901281240q3c9ab21s688e11e4ad0d432e@mail.gmail.com>
	<66d635aa0901281318h4f42053ayea509959dc59012c@mail.gmail.com>
	<op.uoivve0y5pzi6r@mockingbird.mit.edu>
Message-ID: <66d635aa0901290831g2cfacfc0i208dea2dd4ff32ff@mail.gmail.com>

The issue was solved, when i do an ldd in SSLeay.so, the lib was pointing to
a different openssl....

Best Regards for All!

On Thu, Jan 29, 2009 at 9:59 AM, Stephen Turner <sturner at mit.edu> wrote:

>
> On Wed, 28 Jan 2009 16:18:23 -0500, Eliezer E Ch?vez <
> eliezer.chavez at gmail.com> wrote:
>
>  I have tested rt-mailgate in command line and works OK, this only happens
>> from procmail...
>>
>> regards!
>>
>>
> Hi,
>
> Sounds like mailgate isn't getting the same environment variables when you
> run it via procmail. Try tweaking rt-mailgate to print out @INC and maybe
> all env variables. Then compare what you get from command line and procmail.
>
> Steve
>
> --
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
>



-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From spainter at rw3.com  Thu Jan 29 11:45:56 2009
From: spainter at rw3.com (Shane Painter)
Date: Thu, 29 Jan 2009 08:45:56 -0800
Subject: [rt-users] RT::Authen::ExternalAuth v0.08 Troubles
Message-ID: <F2669D833151474382A815230162EF3504EC5960@EXVBE014-13.exch014.msoutlookonline.net>

Gents,

 

Running RT 3.8.1 and RT::Authen::ExternalAuth v0.08, and having troubles
when enabling the line : Set(@Plugins, qw(RT::Authen::ExternalAuth) );
When uncommented, Mason cache cleared and Apache restarted - any
attempts to reach RT are met with an "Internal Server Error". I am
pretty sure my params are correct for ExternalAuth. I've scoured
google/RT lists and cannot seem to find the problem. Any help would be
greatly appreciated. Thanks in advance.

 

Oddly, the rt.log file shows nothing, zip, nada.

 

Apache error.log shows:

[Thu Jan 29 10:39:16 2009] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
seconds given 3 attempts, its restart interval has been backed off to
600 seconds

 

Apache rtdev.inside.rw3.com_access.log shows:

192.168.3.179 - - [29/Jan/2009:10:38:53 -0600] "GET / HTTP/1.1" 500 608

 

Apache rtdev.inside.rw3.com_error.log shows:

[Thu Jan 29 10:40:53 2009] [error] [client 192.168.3.179] FastCGI:
incomplete headers (0 bytes) received from server
"/opt/rt3/bin/mason_handler.fcgi"

 

Apache access log shows:

127.0.0.1 - - [29/Jan/2009:10:03:57 -0600] "OPTIONS * HTTP/1.0" 200 -
"-" "Apache (internal dummy connection)"

 

Here's my RT_SiteConfig.pm:

 

Set( $rtname, 'rtdev.inside.rw3.com');

Set($CorrespondAddress, 'correspond at dev.rw3.com');

Set($CommentAddress, 'comment at dev.rw3.com');

# Set($rtname, 'rw3.com');

Set($Organization , "rw3.com");

Set($Timezone , 'US/Central');

Set($DatabasePassword , '******');

Set($OwnerEmail , 'it at rw3.com');

Set($WebSessionClass, 'Apache::Session::File');

Set($RTAddressRegexp , '^rtdev\@inside.rw3.com$');

Set($WebBaseURL , "http://rtdev.inside.rw3.com");

Set(@Plugins, 'RT::Site::RW3');

Set(@Plugins, qw(RT::Authen::ExternalAuth) );

Set($ExternalAuthPriority,  [   'My_LDAP' ] );

Set($ExternalInfoPriority,  [ 'My_LDAP' ] );

Set($ExternalServiceUsesSSLorTLS,    0);

Set($AutoCreateNonExternalUsers,    0);

Set($ExternalSettings, {'My_LDAP' => {

        'type' => 'ldap',

        'server' => 'dc01-aus-lcg.inside.rw3.com',

        'user' =>
'CN=RT,OU=ServiceAccounts,OU=IT,OU=RW3Users,DC=inside,DC=rw3,DC=com',

        'pass' => '*******',

        'base' => 'OU=RW3Users,DC=inside,DC=rw3,DC=com',

        'filter' => '(objectClass=*)',

        'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)',

        'tls' => 0,

        'net_ldap_args' => [ version => 3 ],

        'group' => 'CN=Domain Users,CN=Users,DC=inside,DC=rw3,DC=com',

        'group_attr' => '',

        'attr_match_list' => [ 'Name','EmailAddress' ],

        'attr_map' => {

                'Name' => 'sAMAccountName',

                'EmailAddress' => 'mail'

                #'Organization' => 'physicalDeliveryOfficeName',

                #'RealName' => 'cn',

                #'ExternalAuthId' => 'sAMAccountName',

                #'Gecos' => 'sAMAccountName',

                #'WorkPhone' => 'telephoneNumber',

                #'Address1' => 'streetAddress',

                #'City' => 'l',

                #'State' => 'st',

                #'Zip' => 'postalCode',

                #'Country' => 'co'

                }

        },

}

);

 

1;

 

 

Shane Painter

Director, Information Technology

Office 512.380.4151 / Mobile 512.294.5890

 

 

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From lars.k.klykken at met.no  Thu Jan 29 11:41:57 2009
From: lars.k.klykken at met.no (Lars Kristian Klykken)
Date: Thu, 29 Jan 2009 17:41:57 +0100
Subject: [rt-users] CanonicalizeUserInfo in Email.pm - "Name in use"
Message-ID: <20090129164157.GF21527@met.no>

Hi!

RT 3.8.1 with RT::Authen::ExternalAuth 0.05

We are having an issue where users can have several mailaliases defined,
and where they have different mailaliases depending on what MUA they are
currently using (like webmail).

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'.

---8<---
Jan 23 18:20:49 ticket RT: Attempting to use this canonicalization key:
EmailAddress  
Jan 23 18:20:49 ticket RT: LDAP Search ===  Base: ou=people,dc=met,dc=no
== Filter: (&(objectClass=posixAccount)(mail=bosse at met.no)) == Attrs
: cn,mail,uid,uid  
Jan 23 18:20:49 ticket RT: RT::User::LookupExternalUserInfo : Returning:
EmailAddress: username at met.no, ExternalAuthId: username, Name: username,
RealName: Username Username (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:703)
Jan 23 18:20:49 ticket RT: RT::User::CanonicalizeUserInfo returning
Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress:
username at met.no, ExternalAuthId: username, Name: username, Password: ,
Privileged: 0, RealName: Username Username (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:444)
Jan 23 18:20:49 ticket RT: User creation failed in mailgateway: Name in
use (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
---8<---

Any suggestions? It looks to be a bit like this problem:
http://lists.bestpractical.com/pipermail/rt-users/2007-September/047884.html

.../Bosse
-- 
Lars Kristian (Bosse) Klykken, Senior Engineer      Tel. +47 22963068
Linux Team / Server Operations / IT Department      Fax. +47 22696355
Norwegian Meteorological Institute                  http://www.met.no
P.O. Box 43 Blindern, 0313 Oslo, NORWAY


From corsac at corsac.net  Thu Jan 29 12:29:43 2009
From: corsac at corsac.net (Yves-Alexis Perez)
Date: Thu, 29 Jan 2009 18:29:43 +0100
Subject: [rt-users] Prevent status change?
Message-ID: <1233250184.13586.20.camel@miria>

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.

Scrips doesn't seem ok either, because they can be applied on a running
transaction, but can't prevent a transaction to occur. So I could see
that a new transaction changes the status, but the only thing I could do
would be to change it back, with another transcaction.

I'm looking at RT code now, and it seems to see if it would be possible
(using Callbacks for example), to prevent some transitions (for example
by looking at the ?next? status and the ?current? status, and only
allowing some combination.

But it seems that there is no common callback. Modifying ticket status
seems to be possible in Create.html (obviously), with a BeforeCreate
callback which seems to be able to set a $skip_create preventing the
creation, in Update.html with no usable callback, and in
Modify/ModifyAll.html, without usable callback either.

Is there a (clean) way to do that and implement some basic workflow in
RT 3.8? I know it should be possible to do that ?the dirty way? as, for
example, there are CustomField with strong requirements, and if the
edition doesn't pass the CustomField validation, it'll be rejected.

It'd be even better if there wasn't any way for an user to do unwanted
things ?a priori?, but if I can only do that after he validates, but
before the transaction occurs, it'd be ok too I guess.

Cheers and many thanks for any help,
-- 
Yves-Alexis



From jesse at bestpractical.com  Thu Jan 29 12:34:29 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Jan 2009 12:34:29 -0500
Subject: [rt-users] Prevent status change?
In-Reply-To: <1233250184.13586.20.camel@miria>
References: <1233250184.13586.20.camel@miria>
Message-ID: <20090129173429.GL1305@bestpractical.com>




On Thu, Jan 29, 2009 at 06:29:43PM +0100, Yves-Alexis Perez wrote:
> 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.

We've done some work for this for a client on 3.8, though it needs more
work for general availability.  It's a core feature in the upcoming RT
4.0. (Not that that helps you very much yet)

Best,
Jesse


From mike.peachey at jennic.com  Thu Jan 29 12:39:07 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 29 Jan 2009 17:39:07 +0000
Subject: [rt-users] CanonicalizeUserInfo in Email.pm - "Name in use"
In-Reply-To: <20090129164157.GF21527@met.no>
References: <20090129164157.GF21527@met.no>
Message-ID: <4981E9BB.6010009@jennic.com>

Lars Kristian Klykken wrote:
> Hi!
> 
> RT 3.8.1 with RT::Authen::ExternalAuth 0.05
> 

1. Upgrade to ExtrernalAuth 0.08. EA 0.05 is not supported for use on
RT-3.8.

2. Multiple e-mail addresses for a user with the same username is not
possible at the moment. Primarily because RT does not allow assigning
multiple e-mail addresses to the same user.

I will be working on functionality for EA 0.09 whereby it will lookup a
user on reception of e-mail, determine if an account already exists with
one of the available e-mail addresses in their LDAP service and if so
log them in with that address, but it is not currently possible in 0.08.
-- 
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 rob.munsch at gmail.com  Thu Jan 29 12:42:27 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Thu, 29 Jan 2009 12:42:27 -0500
Subject: [rt-users] CanonicalizeUserInfo in Email.pm - "Name in use"
In-Reply-To: <4981E9BB.6010009@jennic.com>
References: <20090129164157.GF21527@met.no> <4981E9BB.6010009@jennic.com>
Message-ID: <8fae230c0901290942o1805014cr57edf822ee8e5531@mail.gmail.com>

On Thu, Jan 29, 2009 at 12:39 PM, Mike Peachey <mike.peachey at jennic.com> wrote:

> I will be working on functionality for EA 0.09 whereby it will lookup a
> user on reception of e-mail, determine if an account already exists with
> one of the available e-mail addresses in their LDAP service and if so
> log them in with that address, but it is not currently possible in 0.08.

In the meantime, what's the recommended method for dealing with users
you want to auth via LDAP if they've already submitted tickets via
email, and exist in RT because of that?


-- 
/chown -R us:us /yourbase


From mike.peachey at jennic.com  Thu Jan 29 12:44:01 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 29 Jan 2009 17:44:01 +0000
Subject: [rt-users] CanonicalizeUserInfo in Email.pm - "Name in use"
In-Reply-To: <8fae230c0901290942o1805014cr57edf822ee8e5531@mail.gmail.com>
References: <20090129164157.GF21527@met.no> <4981E9BB.6010009@jennic.com>
	<8fae230c0901290942o1805014cr57edf822ee8e5531@mail.gmail.com>
Message-ID: <4981EAE1.7000806@jennic.com>

Rob Munsch wrote:
> On Thu, Jan 29, 2009 at 12:39 PM, Mike Peachey <mike.peachey at jennic.com> wrote:
> 
>> I will be working on functionality for EA 0.09 whereby it will lookup a
>> user on reception of e-mail, determine if an account already exists with
>> one of the available e-mail addresses in their LDAP service and if so
>> log them in with that address, but it is not currently possible in 0.08.
> 
> In the meantime, what's the recommended method for dealing with users
> you want to auth via LDAP if they've already submitted tickets via
> email, and exist in RT because of that?
> 
> 

Change the email address of the email created account to @foo.bar

-- 
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 rob.munsch at gmail.com  Thu Jan 29 12:49:09 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Thu, 29 Jan 2009 12:49:09 -0500
Subject: [rt-users] CanonicalizeUserInfo in Email.pm - "Name in use"
In-Reply-To: <4981EAE1.7000806@jennic.com>
References: <20090129164157.GF21527@met.no> <4981E9BB.6010009@jennic.com>
	<8fae230c0901290942o1805014cr57edf822ee8e5531@mail.gmail.com>
	<4981EAE1.7000806@jennic.com>
Message-ID: <8fae230c0901290949n44b5e4a8leca52fe17dc7b25f@mail.gmail.com>

Excellent, thanks.

(Are messages sent to the list filtered from coming back to the sender?)

On Thu, Jan 29, 2009 at 12:44 PM, Mike Peachey <mike.peachey at jennic.com> wrote:
> Rob Munsch wrote:
>> On Thu, Jan 29, 2009 at 12:39 PM, Mike Peachey <mike.peachey at jennic.com> wrote:
>>
>>> I will be working on functionality for EA 0.09 whereby it will lookup a
>>> user on reception of e-mail, determine if an account already exists with
>>> one of the available e-mail addresses in their LDAP service and if so
>>> log them in with that address, but it is not currently possible in 0.08.
>>
>> In the meantime, what's the recommended method for dealing with users
>> you want to auth via LDAP if they've already submitted tickets via
>> email, and exist in RT because of that?
>>
>>
>
> Change the email address of the email created account to @foo.bar
>
> --
> 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
> __________________________________________________
>



-- 
/chown -R us:us /yourbase


From jpierce at cambridgeenergyalliance.org  Thu Jan 29 13:01:57 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 29 Jan 2009 13:01:57 -0500
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if
	it's a reply/comment
In-Reply-To: <b9f8f3a70901281935r395c1f0blad04aef10c181ad7@mail.gmail.com>
References: <b9f8f3a70901281935r395c1f0blad04aef10c181ad7@mail.gmail.com>
Message-ID: <be7163f0901291001r435f6470xc739cadef7e05f18@mail.gmail.com>

I don't think this should be merged into base, as it promotes top-posting.


From mike.peachey at jennic.com  Thu Jan 29 13:04:04 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 29 Jan 2009 18:04:04 +0000
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if
 it's a reply/comment
In-Reply-To: <be7163f0901291001r435f6470xc739cadef7e05f18@mail.gmail.com>
References: <b9f8f3a70901281935r395c1f0blad04aef10c181ad7@mail.gmail.com>
	<be7163f0901291001r435f6470xc739cadef7e05f18@mail.gmail.com>
Message-ID: <4981EF94.7020405@jennic.com>

Jerrad Pierce wrote:
> I don't think this should be merged into base, as it promotes top-posting.

Not to be a "me-too" or anything, but I want to whole-heartedly agree
with the above. Top-posting has seriously gotten out of hand (thanks
Outlook(!!)) and should be discouraged at all times.

-- 
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 schenkin at gmail.com  Thu Jan 29 15:50:34 2009
From: schenkin at gmail.com (Sam Chenkin)
Date: Thu, 29 Jan 2009 15:50:34 -0500
Subject: [rt-users] CanonicalizeUserInfo in Email.pm - "Name in use"
In-Reply-To: <8fae230c0901290949n44b5e4a8leca52fe17dc7b25f@mail.gmail.com>
References: <20090129164157.GF21527@met.no> <4981E9BB.6010009@jennic.com>
	<8fae230c0901290942o1805014cr57edf822ee8e5531@mail.gmail.com>
	<4981EAE1.7000806@jennic.com>
	<8fae230c0901290949n44b5e4a8leca52fe17dc7b25f@mail.gmail.com>
Message-ID: <2f7527a00901291250h28e0efdfub4b1785fc990698c@mail.gmail.com>

If necessary, you can work around the multiple-email addresses issue
as long as emails to the primary email address get to the user in some
way.

In addition to the change I mentioned before, I edited my MailFrom.pm.
Now it checks the ldap server for any user with a forward address
equal to the incoming email. If it finds it, the email is associated
with that user.

The only problem is that the user will be created with the primary
email address, not any of the secondary ones. This means that all
email generated by the system will get sent to the primary email.
Doesn't matter in my case, since my email server forwards all email to
the secondary address.

Below are my changes for MailFrom.pm:

Find line 72, add:

$RT::Logger->debug("Now doing initial lookup for email address");
my ($UserFoundInExternalDatabase, %ExternalUserInfo) =
RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo( 'istmail',
'mail', $Addre
ss );$RT::Logger->debug("Finished Initial Lookup, Did I find someone?:
" . $UserFoundInExternalDatabase);

    if ($UserFoundInExternalDatabase) {
       $Name = $ExternalUserInfo{'Name'} if ($ExternalUserInfo{'Name'});
       $Address  = $ExternalUserInfo{'EmailAddress'} if
($ExternalUserInfo{'EmailAddress'});
       $RealName = $ExternalUserInfo{'RealName'} if
($ExternalUserInfo{'RealName'});
        $RT::Logger->crit("I have found the user in the external database");
   }

Replace the $CurrentUser = CreateUser... line with:
     $CurrentUser = CreateUser( $Name, $Address, $Name, $Address,
$args{'Message'} );




On Thu, Jan 29, 2009 at 12:49 PM, Rob Munsch <rob.munsch at gmail.com> wrote:
> Excellent, thanks.
>
> (Are messages sent to the list filtered from coming back to the sender?)
>
> On Thu, Jan 29, 2009 at 12:44 PM, Mike Peachey <mike.peachey at jennic.com> wrote:
>> Rob Munsch wrote:
>>> On Thu, Jan 29, 2009 at 12:39 PM, Mike Peachey <mike.peachey at jennic.com> wrote:
>>>
>>>> I will be working on functionality for EA 0.09 whereby it will lookup a
>>>> user on reception of e-mail, determine if an account already exists with
>>>> one of the available e-mail addresses in their LDAP service and if so
>>>> log them in with that address, but it is not currently possible in 0.08.
>>>
>>> In the meantime, what's the recommended method for dealing with users
>>> you want to auth via LDAP if they've already submitted tickets via
>>> email, and exist in RT because of that?
>>>
>>>
>>
>> Change the email address of the email created account to @foo.bar
>>
>> --
>> 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
>> __________________________________________________
>>
>
>
>
> --
> /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
>


From jrhett at netconsonance.com  Thu Jan 29 19:23:48 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 29 Jan 2009 16:23:48 -0800
Subject: [rt-users] Queues without explicit CorrespondAddress are
	disabled?
In-Reply-To: <519782dc0901290755v4e4f66adn74c010b6f41a5faa@mail.gmail.com>
References: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>
	<519782dc0901290755v4e4f66adn74c010b6f41a5faa@mail.gmail.com>
Message-ID: <0D7846FD-A2B0-4C54-9E0E-972DC5054DE7@netconsonance.com>

Ding!  Thank you for the winning answer.   Wonderful.

Any way to defeat that, other than having everyone log out and back in  
again?  I realize it's an uncommon thing...

On Jan 29, 2009, at 7:55 AM, Todd Chapman wrote:
> Are they new queues? If so try logging out and back in. You may be  
> seeing the queue caching at work.
>
> On Thu, Jan 29, 2009 at 5:05 AM, Jo Rhett <jrhett at netconsonance.com>  
> wrote:
> When you click on "Basics" or "Jumbo" to change the ticket queue, any
> queue without an explicit (different) CorrespondAddress doesn't show
> up in the list.
>
> This isn't a rights thing, as I'm working as a Superuser.

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


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From jrhett at netconsonance.com  Thu Jan 29 19:26:26 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 29 Jan 2009 16:26:26 -0800
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if
	it's a reply/comment
In-Reply-To: <be7163f0901291001r435f6470xc739cadef7e05f18@mail.gmail.com>
References: <b9f8f3a70901281935r395c1f0blad04aef10c181ad7@mail.gmail.com>
	<be7163f0901291001r435f6470xc739cadef7e05f18@mail.gmail.com>
Message-ID: <50662E1D-72CA-4D66-A5B4-1F5CCFA7088E@netconsonance.com>

On Jan 29, 2009, at 10:01 AM, Jerrad Pierce wrote:
> I don't think this should be merged into base, as it promotes top- 
> posting.

The patch adds blank lines before the signature.   The signature is at  
the bottom of the message...

The only time this would qualify as "top-posting" is when the reply or  
comment is done without any previous comment, and which case it's not  
really top-posting.

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




From jrhett at netconsonance.com  Thu Jan 29 19:42:10 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 29 Jan 2009 16:42:10 -0800
Subject: [rt-users] queue tag moved from left of subject to right of subject?
Message-ID: <3DD5DF2C-DABB-480D-9FDC-8658D03D81FB@netconsonance.com>

I keep seeing this crop up in testing --

RT_System - Subject changed from 'will Features queue work from tickets at svcolo.com 
  address?' to 'will Features queue work from tickets at svcolo.com  
address? [Features #25]'

 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?

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




From pthirose at ucdavis.edu  Thu Jan 29 20:02:27 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Thu, 29 Jan 2009 17:02:27 -0800 (PST)
Subject: [rt-users] Optimize system specifically for RT
Message-ID: <Pine.GSO.4.58.0901291657160.8998@vici.ucdavis.edu>

In short, tips/hints on creating and maintaining a system optimized solely for RT?

In more detail, Gateway E4100 desktop with Pentium4/2.8GHz w/Hyperthreading enabled, 4x256MB DDR-266, 80GB drive.  OpenBSD 4.4-Stable, with BSD.MP Generic kernel.  RT-3.8.2, MySQL-5.0.67, Apache-2.2.11, Mod_Perl-2.0.4.  Most "fixdeps" are all current, except for whatever may have already been a part of the base OpenBSD 4.4-Stable install.  I don't know how to get the specific version of all the various Perl modules, if anybody can tell me, I'll be happy to get that too.  Also Mod_auth_cas-1.0.8, and OpenSSL-0.98i (things I had to also build to get my setup working.)  Normal built-in sendmail, with procmail 3.22.  I couldn't get MySQL-5.1.30 to pass the "make test" and I could not get OpenSSL-0.98j to create the "fips" stuff.

I figured HT-enabled would be good, since I'm told most database queries can be threaded, and it's mostly integer-based so there's no competing for the sole FP unit on the CPU itself.  I disabled HT, rebooted with just BSD and I didn't notice any significant changes, so I'm chancing keeping it enabled with BSD.MP.

I've not specifically tuned mod_perl (nor anything else yet.)

./mysqltuner.pl --nocolor --forcemem 1000 -forceswap 1500 --noinfo --nogood says
-------- General Statistics --------------------------------------------------
-------- Storage Engine Statistics -------------------------------------------
-Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
[!!] Total fragmented tables: 1
-------- Performance Metrics -------------------------------------------------
[!!] Maximum possible memory usage: 1.2G (120% of installed RAM)
[!!] Key buffer hit rate: 92.9% (14K cached / 1K reads)
[!!] Temporary tables created on disk: 29% (1K on disk / 6K total)
-------- Recommendations -----------------------------------------------------
General recommendations:
    Run OPTIMIZE TABLE to defragment tables for better performance
    Reduce your overall MySQL memory footprint for system stability
    Enable the slow query log to troubleshoot bad queries
    When making adjustments, make tmp_table_size/max_heap_table_size equal
    Reduce your SELECT DISTINCT queries without LIMIT clauses
Variables to adjust:
  *** MySQL's maximum memory usage is dangerously high ***
  *** Add RAM before increasing MySQL buffer variables ***
    tmp_table_size (> 32M)
    max_heap_table_size (> 16M)

Checking MySQL for
	mysql> show variables like 'tmp_table_size';
	| tmp_table_size | 33554432 |
	mysql> show variables like 'max_heap_table_size';
	| max_heap_table_size | 16777216 |

I can't add RAM the box is full.  I figure 4x256MB of slow RAM is better than 2x256MB of DDR400 (1GB slow is better than 512MB of faster RAM.)

I'm not sure if it's telling me to set tmp_table_size and max_heap_table_size both to less than 16M.  Since it says they should be the same, and the heap is being flagged as being >16M, I was thinking of setting them both to 12M.

The /etc/my.cnf is mostly, along w/stuff about password and whatnot that I don't think matter for this particular thread.  Mostly pulled from "my-large.cnf" example, disabling federated and bdb, and enabling innodb by uncommenting the lines.

[mysqld]
port            = 3306
socket          = /tmp/mysql.sock
skip-locking
key_buffer = 256M
max_allowed_packet = 1M
table_cache = 256
sort_buffer_size = 1M
read_buffer_size = 1M
read_rnd_buffer_size = 4M
myisam_sort_buffer_size = 64M
thread_cache_size = 8
query_cache_size= 16M
# Try number of CPU's*2 for thread_concurrency
thread_concurrency = 2

innodb_data_home_dir = /opt/mysql/var/
innodb_data_file_path = ibdata1:10M:autoextend
innodb_log_group_home_dir = /opt/mysql/var/
innodb_log_arch_dir = /opt/mysql/var/
# 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
innodb_additional_mem_pool_size = 20M
# Set .._log_file_size to 25 % of buffer pool size
innodb_log_file_size = 64M
innodb_log_buffer_size = 8M
innodb_flush_log_at_trx_commit = 1
innodb_lock_wait_timeout = 50

[mysqldump]
quick
max_allowed_packet = 16M

[mysql]
no-auto-rehash


I've not done the OPTIMIZE yet.  Is that cron-able for once per month/quarter/year, and does anyone have suggestion on frequency?

The RT setup is new and the database is empty.  I'm perfectly happy clearing it out, starting it over, enabling/disabling/configuring things specifically for RT's sole use.  MySQL talks via Unix sockets rather than TCP.

We expect less than a dozen support staff to use it daily, although the number of incoming email request ticket creation ebbs and flows.  Only the support staff have access to the web interface, requestors mostly prefer all email around here for correspondence.  Incoming email is passed from sendmail/spamassasin, then procmail (which drops everything SpamAssassin score > 12), and then passes it to rt-mailgate.

I'm not sure if perceived "slowness" is due to webserver or MySQL or something else.  And partly, it's just me trying to start with a clean, fast, optimized system, since I have the chance to do so.  Not necessarily, a "it IS slow, and thus I must fix something."  And yah, the hardware is the hardware (especially w/only 1GB RAM) but alas, nothing I can do on that part (sigh.)  I'm scrabbling through my "junk box" for bigger sticks of memory :)

So any tips, hints, suggestions, comments, criticisms, etc - all welcome.  It's a brand-new install, so I figure now's the time to make any changes (or start over!) as needed :)

Thank you,
PH



From adamtingle at gmail.com  Thu Jan 29 20:02:57 2009
From: adamtingle at gmail.com (Adam Tingle)
Date: Thu, 29 Jan 2009 20:02:57 -0500
Subject: [rt-users] UI Patch - Add whitespace at top of MessageBox if
	it's a reply/comment
In-Reply-To: <50662E1D-72CA-4D66-A5B4-1F5CCFA7088E@netconsonance.com>
References: <b9f8f3a70901281935r395c1f0blad04aef10c181ad7@mail.gmail.com>
	<be7163f0901291001r435f6470xc739cadef7e05f18@mail.gmail.com>
	<50662E1D-72CA-4D66-A5B4-1F5CCFA7088E@netconsonance.com>
Message-ID: <b9f8f3a70901291702k3fbcd676q247f83d4e1509b9d@mail.gmail.com>

On Thu, Jan 29, 2009 at 7:26 PM, Jo Rhett <jrhett at netconsonance.com> wrote:

> On Jan 29, 2009, at 10:01 AM, Jerrad Pierce wrote:
>
>> I don't think this should be merged into base, as it promotes top-posting.
>>
>
> The patch adds blank lines before the signature.   The signature is at the
> bottom of the message...
>
> The only time this would qualify as "top-posting" is when the reply or
> comment is done without any previous comment, and which case it's not really
> top-posting.
>
>
I think you guys convinced me that top-posting is a bad idea when it comes
to RT: I didn't clue in right away that the reply link at the top of the
ticket creates a reply without quoting anything. Since the ticket has the
entire history, usually there's no need to reply with previous messages
quoted.

I think Jo is on the right track though. I didn't have signatures enabled
before, but now that I do I see the problem. When you click 'reply' to a
message, the blank lines are inserted between the end of the quoted message
and the signature, but when you click 'reply' at the top of the ticket or
create a new ticket, the signature is the only text in the message. It would
be handy to have the whitespace included there instead.

-- 
...................
Adam Tingle
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From pthirose at ucdavis.edu  Thu Jan 29 20:13:02 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Thu, 29 Jan 2009 17:13:02 -0800 (PST)
Subject: [rt-users] Safari RSS with RT 3.8.2
Message-ID: <Pine.GSO.4.58.0901291707300.8998@vici.ucdavis.edu>

I've seen threads related to this in rt-users.  The error is "The feed could not be loaded because the content is not in a known feed format.. (PubSub:2) Please choose Report Bugs to Apple from the Safari menu, note the error number, and describe what you did before you saw this message."

The closest was Dec-12-2008 specifically that a feed reader that supports RT's cookie auth or use RT with external authentication.  Although this was directly at a RT 3.6 install.  Another similar back to Sep-2006.

I do have RT382 setup with external auth (CAS, in our case.)  As best as I can gather, there is no "RSS Feeder that automatically speaks and logs-in to CAS".  So in Firefox, I open up one tab, and login to RT (via CAS.)  As long as my CAS "session" is good, my RSS feed in firefox works fine.

I try the same thing in Safari and it doesn't.  I can indeed login to RT via CAS.  But running a separate Safari browser, or a separate tab or other method and going to RSS (even though the CAS part is indeed logged in ok), I still get the same error.

Is it still basically a Safari problem (I'm guessing) as it works with IE and Firefox?  If so, has anyone managed a work-around (either on Safari side or on RT side?)

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 gravyface at gmail.com  Thu Jan 29 21:12:09 2009
From: gravyface at gmail.com (gravyface)
Date: Thu, 29 Jan 2009 21:12:09 -0500
Subject: [rt-users] Apache error: file does not exist (var/www/REST)
Message-ID: <486e31e10901291812w18b45eadof204d8f55206b30d@mail.gmail.com>

Hello all,

Trying to setup RT 3.8 on Ubuntu with Postfix but when I send a mail to
rt at mydomain.com, I'm not seeing any activity in the Web interface.  I
checked the log file and I'm seeing "File Does Not Exist: /var/www/REST".  I
can go to http://mysite.com/REST/1.0/ and I get a "200 ok" response so it's
there, but I'm not sure why it's looking in /var/www/REST.  My DocumentRoot
in Apache2 is set to /opt/rt3/share/html.  Is there something I'm missing in
RT_SiteConfig.pm?

Thanks
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From jesse at bestpractical.com  Thu Jan 29 21:28:53 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Jan 2009 21:28:53 -0500
Subject: [rt-users] Queues without explicit CorrespondAddress are
	disabled?
In-Reply-To: <0D7846FD-A2B0-4C54-9E0E-972DC5054DE7@netconsonance.com>
References: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>
	<519782dc0901290755v4e4f66adn74c010b6f41a5faa@mail.gmail.com>
	<0D7846FD-A2B0-4C54-9E0E-972DC5054DE7@netconsonance.com>
Message-ID: <20090130022853.GT1305@bestpractical.com>




On Thu, Jan 29, 2009 at 04:23:48PM -0800, Jo Rhett wrote:
> Ding!  Thank you for the winning answer.   Wonderful.
> 
> Any way to defeat that, other than having everyone log out and back in  
> again?  I realize it's an uncommon thing...

Disabling that cache will have unfortunate performance implications for
your RT instance on a daily basis.

> 
> On Jan 29, 2009, at 7:55 AM, Todd Chapman wrote:
> >Are they new queues? If so try logging out and back in. You may be  
> >seeing the queue caching at work.
> >
> >On Thu, Jan 29, 2009 at 5:05 AM, Jo Rhett <jrhett at netconsonance.com>  
> >wrote:
> >When you click on "Basics" or "Jumbo" to change the ticket queue, any
> >queue without an explicit (different) CorrespondAddress doesn't show
> >up in the list.
> >
> >This isn't a rights thing, as I'm working as a Superuser.
> 
> -- 
> 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 gravyface at gmail.com  Thu Jan 29 21:40:37 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 29 Jan 2009 21:40:37 -0500
Subject: [rt-users] Apache error: file does not exist (var/www/REST)
In-Reply-To: <486e31e10901291812w18b45eadof204d8f55206b30d@mail.gmail.com>
References: <486e31e10901291812w18b45eadof204d8f55206b30d@mail.gmail.com>
Message-ID: <19fa96670901291840i3e284951x53c664a70fb86742@mail.gmail.com>

On Thu, Jan 29, 2009 at 9:12 PM, gravyface <gravyface at gmail.com> wrote:
> Hello all,
>
> Trying to setup RT 3.8 on Ubuntu with Postfix but when I send a mail to
> rt at mydomain.com, I'm not seeing any activity in the Web interface.  I
> checked the log file and I'm seeing "File Does Not Exist: /var/www/REST".  I
> can go to http://mysite.com/REST/1.0/ and I get a "200 ok" response so it's
> there, but I'm not sure why it's looking in /var/www/REST.  My DocumentRoot
> in Apache2 is set to /opt/rt3/share/html.  Is there something I'm missing in
> RT_SiteConfig.pm?

Also, I should add my /etc/aliases definitions:

rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond
--url http://mydomain.com/"
rt-comments: "rt: "|/opt/rt3/bin/rt-mailgate --queue 'General'
--action comment --url http://mydomain.com/"

...and it's the following line in rt-mailgate:

124:my $full_url = $opts{'url'}. "/REST/1.0/NoAuth/mail-gateway";


From cbrockett at barracuda.com  Thu Jan 29 23:38:12 2009
From: cbrockett at barracuda.com (Cassandra L. Brockett)
Date: Thu, 29 Jan 2009 20:38:12 -0800
Subject: [rt-users] Using the approvals system in 3.8.2
In-Reply-To: <19fa96670901291840i3e284951x53c664a70fb86742@mail.gmail.com>
References: <486e31e10901291812w18b45eadof204d8f55206b30d@mail.gmail.com>
	<19fa96670901291840i3e284951x53c664a70fb86742@mail.gmail.com>
Message-ID: <DB822ACAB889A64AA7BB62544A280D80068D1A6B@hq-2k7-exch01.Cudanet.local>

Okay, I've spent about two days trying to figure this out, and to be honest, the documentation isn't being very helpful...

I need to get basic approvals working for RT, I was using 3.6.7, and the upgrade to 3.8.2 erased the approvals scrips (thankfully we weren't using the approval system at the time of the upgrade)... Now however I'm trying to add approvals to a new queue, and I'm going nowhere fast...

All the documentation refers to earlier versions of RT, and I even found references online to a "New approvals system" with 3.8.2... However zero documentation on how to enable it for a queue or even just system-wide, so I'm asking for help now.

Simply put:-
1) Has anyone gotten the Approvals systems working with RT 3.8.2?  Are you willing to share how?

2) Has anyone done an upgrade from an earlier RT to 3.8.2 and managed to get approvals working?

I'm willing to believe that 1) is currently the only way to do this, so I'll need to hack at things on a test box to figure out what data needs to be input to get it working...

Any help would be appreciated... Especially as once I get this working, I'll happily update the RT Wiki approvals page with the details for getting 3.8.2 working...

----------------------------------
Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com


From george.beitis at googlemail.com  Fri Jan 30 03:49:18 2009
From: george.beitis at googlemail.com (George Beitis)
Date: Fri, 30 Jan 2009 10:49:18 +0200
Subject: [rt-users] Callback code
In-Reply-To: <20090129140554.GX1305@bestpractical.com>
References: <9be19c1c0901290009ka94d302xd5c80c2fe8347ab3@mail.gmail.com>
	<20090129140554.GX1305@bestpractical.com>
Message-ID: <9be19c1c0901300049i6291fac7p5c6e1a19eec7e498@mail.gmail.com>

Hey Jesse,
thanks for the feedback, i corrected the file name to Default, i restarted
the system, cleaned the mason cache, and tried again, but i see nothing. Any
more ideas?

Thanks!
George

On Thu, Jan 29, 2009 at 4:05 PM, Jesse Vincent <jesse at bestpractical.com>wrote:

>
>
>
> On Thu, Jan 29, 2009 at 10:09:25AM +0200, George Beitis wrote:
> > Hey everyone,
> > trying to add some callback code to the display ticket page to display
> > ticket page showing more information about the person making the
> > request,(e.g. full name, phone etc).
> >
> > I create the callback code under
> >
> /rt3/local/html/Callbacks/MyCallbacks/Ticket/Display/Elements/ShowSummary,
> > in  a file called default.  The following code was given to me from
> another
> > member of the RT community for testing.  Using it does not work though
>
> Default and default are not the same.  You want Default
>
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From corsac at corsac.net  Fri Jan 30 03:58:51 2009
From: corsac at corsac.net (Yves-Alexis Perez)
Date: Fri, 30 Jan 2009 09:58:51 +0100
Subject: [rt-users] Prevent status change?
In-Reply-To: <20090129173429.GL1305@bestpractical.com>
References: <1233250184.13586.20.camel@miria>
	<20090129173429.GL1305@bestpractical.com>
Message-ID: <1233305931.16836.5.camel@miria>

On jeu, 2009-01-29 at 12:34 -0500, Jesse Vincent wrote:
> 
> 
> On Thu, Jan 29, 2009 at 06:29:43PM +0100, Yves-Alexis Perez wrote:
> > 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.
> 
> We've done some work for this for a client on 3.8, though it needs more
> work for general availability.

Would it be possible to share the work, see if we could tune it to match
our needs?

>   It's a core feature in the upcoming RT
> 4.0. (Not that that helps you very much yet)

Yeah, we can't really wait for RT4, I guess. But it sure would be nicer
if it don't do too much incompatible stuff. If the workflow we design
now can be cleanly integrated in RT4 it will be very nice. But I'm not
really confident about that, if the core has changed a lot. (it may be
worth installing an RT4 devel just to see how it looks, too)

I think we'll try to follow the callback road, maybe adding few ones a
tuning the code so we can prevent tickets modifications early, but
keeping the modification the lowest possible.

Cheers,
-- 
Yves-Alexis



From hanane.ourdani at gmail.com  Fri Jan 30 06:04:37 2009
From: hanane.ourdani at gmail.com (hanane ourdani)
Date: Fri, 30 Jan 2009 11:04:37 +0000
Subject: [rt-users] what is the difference between total resolutions in
	created in date range and total resolutions in resolved in
	date range
Message-ID: <d779e32a0901300304i5757d2fcmd61fe7193811f6b4@mail.gmail.com>

Hi all,

I installed Activity Reports extension on RT3.8.1, i don't understand what
is the difference between total resolutions in "created in date range" and
total resolutions in "resolved in date range".

please help me to understand.

Thank you very much.
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From Albert.Shih at obspm.fr  Fri Jan 30 06:52:35 2009
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Fri, 30 Jan 2009 12:52:35 +0100
Subject: [rt-users] Poor graphics.
Message-ID: <20090130115235.GI44991@obspm.fr>

Hi all

When I use the charts of tickets relantionship, I get very poor charts,
event I click and many box in "Show Tickets Properties on" section I don't
have anything. Just something like

I got no error in my log. 

Any help ? 

NB: I'm running rt-3.8.2 on FreeBSD with manual install

-- 
Albert SHIH
SIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26
Heure local/Local time:
Ven 30 jan 2009 12:46:46 CET
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From nicolas.seigneurin at cea.fr  Fri Jan 30 08:15:09 2009
From: nicolas.seigneurin at cea.fr (nseigne)
Date: Fri, 30 Jan 2009 05:15:09 -0800 (PST)
Subject: [rt-users] Querying tickets based on current user custom field
In-Reply-To: <21702520.post@talk.nabble.com>
References: <21702520.post@talk.nabble.com>
Message-ID: <21746982.post@talk.nabble.com>


Hello again,

Been stuck on this since : I guess the search builder page won't make it up
to that...
Can anyone give me a hint on how to do this ?

I've looked Search/Generic.pm after working on Custom Conditions and Actions
but there is much less (any?) documentation on this : how to extend it and
then use it.

Any help appreciated.
Nicolas.


nseigne wrote:
> 
> Hi, 
> 
> I have added successfully 2 custom fields to my fresh rt instance : 
>    - a single value region dropdown field to tickets 
>    - a favorite-regions field to users 
> 
> I can easily query tickets against the ticket custom field, but I would
> like to build a query against the current users custom field : something
> like "give me the tickets who's region are in my favorites". 
> 
> From what I've read in the RT book and experimented, it doesn't seem far
> off but I can't find the write syntax. I've tried things like 'CF.region =
> __CurrentUser__.CF.favorite-region' (pseudo code). 
> Can this really be done ? 
> 
> Thanks in advance. 
> 
> 

-- 
View this message in context: http://www.nabble.com/Querying-tickets-based-on-current-user-custom-field-tp21702520p21746982.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From brgsousa at gmail.com  Fri Jan 30 09:15:12 2009
From: brgsousa at gmail.com (=?ISO-8859-1?Q?Bruno_Guimar=E3es_Sousa?=)
Date: Fri, 30 Jan 2009 11:15:12 -0300
Subject: [rt-users] RT (request racker) mail sending configuration
Message-ID: <d47683e10901300615o45a66d22i51bb718e34ada50@mail.gmail.com>

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?

--
Bruno Guimar?es Sousa
www.brunosousa.co.nr
COINF-CEFET-BA
Ci?ncia da Computa??o UFBA
Registered Linux user #465914
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Jan 30 11:27:35 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 30 Jan 2009 11:27:35 -0500
Subject: [rt-users] Queues without explicit CorrespondAddress
	are	disabled?
In-Reply-To: <20090130022853.GT1305@bestpractical.com>
References: <546DD9D4-DFFA-4D02-8917-0E48F01B9B79@netconsonance.com>	<519782dc0901290755v4e4f66adn74c010b6f41a5faa@mail.gmail.com>	<0D7846FD-A2B0-4C54-9E0E-972DC5054DE7@netconsonance.com>
	<20090130022853.GT1305@bestpractical.com>
Message-ID: <49832A77.2020803@ucrwcu.rwc.uc.edu>



Jesse Vincent wrote:
>
> On Thu, Jan 29, 2009 at 04:23:48PM -0800, Jo Rhett wrote:
>   
>> Ding!  Thank you for the winning answer.   Wonderful.
>>
>> Any way to defeat that, other than having everyone log out and back in  
>> again?  I realize it's an uncommon thing...
>>     
>
> Disabling that cache will have unfortunate performance implications for
> your RT instance on a daily basis.
>
>   

I think it may be easiest to kill everyone's session and force a login 
on their next refresh in the rare instance you need to do this, rather 
than take a performance hit during common usage.

>> On Jan 29, 2009, at 7:55 AM, Todd Chapman wrote:
>>     
>>> Are they new queues? If so try logging out and back in. You may be  
>>> seeing the queue caching at work.
>>>
>>> On Thu, Jan 29, 2009 at 5:05 AM, Jo Rhett <jrhett at netconsonance.com>  
>>> wrote:
>>> When you click on "Basics" or "Jumbo" to change the ticket queue, any
>>> queue without an explicit (different) CorrespondAddress doesn't show
>>> up in the list.
>>>
>>> This isn't a rights thing, as I'm working as a Superuser.
>>>       
>> -- 
>> 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
>>     
>
>   

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



From rob.munsch at gmail.com  Fri Jan 30 12:10:07 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Fri, 30 Jan 2009 12:10:07 -0500
Subject: [rt-users] Module not loading (ExternalAuth)
Message-ID: <8fae230c0901300910u72c49893hcc83a426c0bde66a@mail.gmail.com>

Hello list,

After upgrading to 3.8.2 and RT::Authen::ExternalAuth 0.08, it seems
the module doesn't load.  Debug level logging shows autohandler
processing logins, not the plugin.  When logged into RT as the root
user and checking the Sys Config, i see:

Regexp::Common::delimited v2.106;
RT v3.8.2;
RT::Extension::ExtractCustomFieldValues v2.0;
RT::Interface::Email v2;
RT::Interface::Web::Request v0.30;
Scalar::Util v1.19;

In there is where i'd expect to see ExternalAuth.

My entire rt3/ dir is chown'd to my apache user, and readable to it.
The first line in my SiteConfig.pm is

Set( @Plugins, qw(RT::Authen::ExternalAuth) );

and the rest of the config seems to be honored (the next line is the
Set for ECFV, frex, and that's working well).

Not sure where to being poking this for answers.

Thanks,
Rob

-- 
/chown -R us:us /yourbase


From qawsedr1234 at hotmail.co.uk  Fri Jan 30 12:49:37 2009
From: qawsedr1234 at hotmail.co.uk (elton Sheffield)
Date: Fri, 30 Jan 2009 17:49:37 +0000
Subject: [rt-users] HTML::Mason / mod_perl error ?
Message-ID: <BAY127-W1105CCCEC7438EBA8FF971F1C60@phx.gbl>


Dear All

Red Hat Enterprise Linux Server release 5.3 (Tikanga) Linux version 2.6.18-92.el5
RT 3.8.0
httpd-2.2.30
mysql-server-5.0.4
mod_perl-2.0.4
perl 5.5.8

New user and this is a fresh install on a fresh OS.

I can log on ok, but this is what I get when I click on a link, for example 'Search'.  

%# BEGIN BPS TAGGED BLOCK {{{
%# 
%# COPYRIGHT:
%# 
%# This software is Copyright (c) 1996-2008 Best Practical Solutions, LLC
%#                                          
%# 
%# (Except where explicitly superseded by other copyright notices)
%# 
%# 
%# LICENSE:
%# 
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%# 
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
%# General Public License for more details.
%# 
%# You should have received a copy of the GNU General Public License
%# along with this program; if not, write to the Free Software
%# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA
%# 02110-1301 or visit their web page on the internet at
%# http://www.gnu.org/licenses/old-licenses/gpl-2.0.html.
%# 
%# 
%# CONTRIBUTION SUBMISSION POLICY:
%# 
%# (The following paragraph is not intended to limit the rights granted
%# to you to modify and distribute this software under the terms of
%# the GNU General Public License and is only of importance to you if
%# you choose to contribute your changes and enhancements to the
%# community by submitting them to Best Practical Solutions, LLC.)
%# 
%# By intentionally submitting any modifications, corrections or
%# derivatives to this work, or any other work intended for use with
%# Request Tracker, to Best Practical Solutions, LLC, you confirm that
%# you are the copyright holder for those contributions and you grant
%# Best Practical Solutions,  LLC a nonexclusive, worldwide, irrevocable,
%# royalty-free, perpetual, license to use, copy, create derivative
%# works based on those contributions, and sublicense and distribute
%# those contributions and any derivatives thereof.
%# 
%# END BPS TAGGED BLOCK }}}
<& /Elements/Header, Title => $title &>
<& /Elements/Tabs, 
    current_toptab => "Search/Simple.html",
    Title => $title
&>

% $m->callback( %ARGS, CallbackName => 'PreForm' );




<&|/l&>Search for tickets. Enter id numbers, queues by name, Owners by username and Requestors by email address.

<&|/l&>Searching the full text of every ticket can
take a long time, but if you need to do it, you can search for any word
in full ticket history for any word by typing fulltext:word.
<&|/l&>RT will look for anything else you enter in ticket subjects.











% $m->callback( %ARGS, CallbackName => 'PostForm' );



<%INIT>
my $title = loc("Search for tickets");
use RT::Search::Googleish;

if ($q) {
    my $tickets = new RT::Tickets( $session{'CurrentUser'} );
    if ($q =~ /^(\d+)$/) {
        RT::Interface::Web::Redirect(RT->Config->Get('WebURL')."Ticket/Display.html?id=".$q);
    }

    $m->callback( %ARGS, query => \$q, CallbackName => 'ModifyQuery' );

    if ($q =~ /^(\d+)$/) {
        RT::Interface::Web::Redirect(RT->Config->Get('WebURL')."Ticket/Display.html?id=".$q);
    }

    my %args = (
        Argument   => $q,
        TicketsObj => $tickets,
    );

    $m->callback( %ARGS, CallbackName => 'SearchArgs', args => \%args);

    my $search = RT::Search::Googleish->new(%args);

    $m->comp( "Results.html", Query => $search->QueryToSQL() );
    $m->comp( "/Elements/Footer" );
    $m->abort();
}


<%ARGS>
$q => undef







_________________________________________________________________
Check out the new and improved services from Windows Live. Learn more! 
http://clk.atdmt.com/UKM/go/132630768/direct/01/
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From falcone at bestpractical.com  Fri Jan 30 13:29:06 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 30 Jan 2009 13:29:06 -0500
Subject: [rt-users] Module not loading (ExternalAuth)
In-Reply-To: <8fae230c0901300910u72c49893hcc83a426c0bde66a@mail.gmail.com>
References: <8fae230c0901300910u72c49893hcc83a426c0bde66a@mail.gmail.com>
Message-ID: <E9C73D18-7137-4CE4-959F-1F9E5B509E8A@bestpractical.com>


On Jan 30, 2009, at 12:10 PM, Rob Munsch wrote:

> Hello list,
>
> After upgrading to 3.8.2 and RT::Authen::ExternalAuth 0.08, it seems
> the module doesn't load.  Debug level logging shows autohandler
> processing logins, not the plugin.  When logged into RT as the root
> user and checking the Sys Config, i see:
>
> Regexp::Common::delimited v2.106;
> RT v3.8.2;
> RT::Extension::ExtractCustomFieldValues v2.0;
> RT::Interface::Email v2;
> RT::Interface::Web::Request v0.30;
> Scalar::Util v1.19;
>
> In there is where i'd expect to see ExternalAuth.
>
> My entire rt3/ dir is chown'd to my apache user, and readable to it.
> The first line in my SiteConfig.pm is
>
> Set( @Plugins, qw(RT::Authen::ExternalAuth) );
>
> and the rest of the config seems to be honored (the next line is the
> Set for ECFV, frex, and that's working well).

This makes me think you have two
Set(@Plugins, ...) lines, with the second clobbering the first
You probably want
Set(@Plugins, qw(RT::Authen::ExternalAuth  
RT::Extension::ExtractCustomFieldValues))

-kevin

>
>
> Not sure where to being poking this for answers.
>
> 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
>



From KFCrocker at lbl.gov  Fri Jan 30 13:40:31 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 30 Jan 2009 10:40:31 -0800
Subject: [rt-users] Using the approvals system in 3.8.2
In-Reply-To: <DB822ACAB889A64AA7BB62544A280D80068D1A6B@hq-2k7-exch01.Cudanet.local>
References: <486e31e10901291812w18b45eadof204d8f55206b30d@mail.gmail.com>
	<19fa96670901291840i3e284951x53c664a70fb86742@mail.gmail.com>
	<DB822ACAB889A64AA7BB62544A280D80068D1A6B@hq-2k7-exch01.Cudanet.local>
Message-ID: <4983499F.3060502@lbl.gov>

Cassandra,


	We found that by merely creating a new queue to act as the initial 
request queue (where tickets are reviewed before approving them and 
moving them to a queue where they are owned and worked on) was a lot 
simpler. The privileges and Email are WAY more consistent. We wrote a 
few scrips to automate a few status and CF changes and  we now have a 
working approval queue with privileges and CF's that are consistent with 
the other queues. WE set up privileges to keep requestor type users from 
creating tickets in the other queues. Just a thought.


Kenn
LBNL

On 1/29/2009 8:38 PM, Cassandra L. Brockett wrote:
> Okay, I've spent about two days trying to figure this out, and to be honest, the documentation isn't being very helpful...
> 
> I need to get basic approvals working for RT, I was using 3.6.7, and the upgrade to 3.8.2 erased the approvals scrips (thankfully we weren't using the approval system at the time of the upgrade)... Now however I'm trying to add approvals to a new queue, and I'm going nowhere fast...
> 
> All the documentation refers to earlier versions of RT, and I even found references online to a "New approvals system" with 3.8.2... However zero documentation on how to enable it for a queue or even just system-wide, so I'm asking for help now.
> 
> Simply put:-
> 1) Has anyone gotten the Approvals systems working with RT 3.8.2?  Are you willing to share how?
> 
> 2) Has anyone done an upgrade from an earlier RT to 3.8.2 and managed to get approvals working?
> 
> I'm willing to believe that 1) is currently the only way to do this, so I'll need to hack at things on a test box to figure out what data needs to be input to get it working...
> 
> Any help would be appreciated... Especially as once I get this working, I'll happily update the RT Wiki approvals page with the details for getting 3.8.2 working...
> 
> ----------------------------------
> 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
> 



From rob.munsch at gmail.com  Fri Jan 30 13:59:40 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Fri, 30 Jan 2009 13:59:40 -0500
Subject: [rt-users] Fwd:  Module not loading (ExternalAuth)
In-Reply-To: <8fae230c0901301050h61b8650eqc9767ff75a139309@mail.gmail.com>
References: <8fae230c0901300910u72c49893hcc83a426c0bde66a@mail.gmail.com>
	<E9C73D18-7137-4CE4-959F-1F9E5B509E8A@bestpractical.com>
	<8fae230c0901301050h61b8650eqc9767ff75a139309@mail.gmail.com>
Message-ID: <8fae230c0901301059x15fa4349l4e0000c842418fb@mail.gmail.com>

(sent this direct to Kevin, oops.  Here's for the archives and my
fellow Perl novices:)

>> The first line in my SiteConfig.pm is
>>
>> Set( @Plugins, qw(RT::Authen::ExternalAuth) );
>>
>> and the rest of the config seems to be honored (the next line is the
>> Set for ECFV, frex, and that's working well).
>
> This makes me think you have two
> Set(@Plugins, ...) lines, with the second clobbering the first
> You probably want
> Set(@Plugins, qw(RT::Authen::ExternalAuth
> RT::Extension::ExtractCustomFieldValues))

What is the sound of one forehead slapping?

Too new at Perl to realize the last one gets honored.  Thought you
needed a separate Set() for each one.
Thanks!

Corrected as described, all sys are now go.

--
/chown -R us:us /yourbase


From jrhett at netconsonance.com  Fri Jan 30 14:25:12 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 30 Jan 2009 11:25:12 -0800
Subject: [rt-users] why does the freebsd port have 200+ dependancies?
In-Reply-To: <2A4CF1AC-6D8A-47BE-8CF6-0CAA3A4640CE@exit2shell.com>
References: <D8073796-C8ED-4F1A-97AE-133F727634E2@netconsonance.com>
	<2A4CF1AC-6D8A-47BE-8CF6-0CAA3A4640CE@exit2shell.com>
Message-ID: <B11CD5D1-6BC8-4959-B841-A497E70FAA23@netconsonance.com>

On Jan 27, 2009, at 1:33 PM, Steven Kreuzer wrote:
> graphics/graphviz requires X11 to build so WITHOUT_X11 is ignored  
> for that port.


So digging into the port it seems you need to enable graphviz support  
with a configure option, but the current port doesn't invoke that  
option.  So the inclusion of all the dependancies was an immense  
waste :-(

I've submitted a patch that upgrades the port to rt-3.8.2, and allows  
a config knob to enable or disable graphviz support for parity with  
configure.

http://www.freebsd.org/cgi/query-pr.cgi?pr=131167

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




From jrhett at netconsonance.com  Fri Jan 30 15:05:30 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 30 Jan 2009 12:05:30 -0800
Subject: [rt-users] FreeBSD 3.8.2 port patch
Message-ID: <902C1703-2BB3-4F47-A514-23A6C655BC09@netconsonance.com>

Just in case you didn't see this in the other thread, the patch listed  
here upgrades 3.8.1 to 3.8.2 and optionally removes graphviz  
dependancies.  This has been running for 24 hours here ;-)

http://www.freebsd.org/cgi/query-pr.cgi?pr=131167

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




From ranatanveer at gmail.com  Fri Jan 30 15:57:29 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Sat, 31 Jan 2009 01:57:29 +0500
Subject: [rt-users] Drop Attachments or Deny attachments
Message-ID: <2282948c0901301257r49a8ef1ao1c93feb756712903@mail.gmail.com>

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
---------------------------------------------
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From jrhett at netconsonance.com  Fri Jan 30 16:10:12 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 30 Jan 2009 13:10:12 -0800
Subject: [rt-users] Dashboards in the sidebar?
Message-ID: <F2C1938D-1452-4893-9221-529EABF4FA48@netconsonance.com>

I'm curious.  Is there any reason nobody has a patch which enables  
dashboards in the sidebar?

The more I use RT, the more I found myself leaving a ticket I've  
updated to click Home, then click the dashboard to review my open  
tickets, etc.   Any time I find myself doing the same operation  
repeatedly, I try to make it more efficient.

Before I start down this road, anything I should know about/avoid?

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




From rob.munsch at gmail.com  Fri Jan 30 16:25:47 2009
From: rob.munsch at gmail.com (Rob Munsch)
Date: Fri, 30 Jan 2009 16:25:47 -0500
Subject: [rt-users] Optimize system specifically for RT
In-Reply-To: <Pine.GSO.4.58.0901291657160.8998@vici.ucdavis.edu>
References: <Pine.GSO.4.58.0901291657160.8998@vici.ucdavis.edu>
Message-ID: <8fae230c0901301325r670b412dga83e5b93207f779a@mail.gmail.com>

While by no means an expert, i noticed some stuff:

> In more detail, Gateway E4100 desktop with Pentium4/2.8GHz w/Hyperthreading enabled, 4x256MB

> -------- Performance Metrics -------------------------------------------------
> [!!] Maximum possible memory usage: 1.2G (120% of installed RAM)

You have a gig of ram on the box, and the !! here is telling you your
current vars allow MySQL to grab 1.2 GB.  Unless / until you increase
the box's ram, you need to lower the various buffers significantly, as
there's still system/OS mem to consider.

>    Reduce your overall MySQL memory footprint for system stability

That's what it's sayin' here.

>    When making adjustments, make tmp_table_size/max_heap_table_size equal

This just means what it says: if you tweak one to X, make sure the
other is also exactly X.

>  *** MySQL's maximum memory usage is dangerously high ***
>  *** Add RAM before increasing MySQL buffer variables ***

Again talking about your lack of RAM, and saying "Don't do what we
recommend below until you add some!"

>    tmp_table_size (> 32M)
>    max_heap_table_size (> 16M)

In this section, it means "adjust these variables HIGHER," greater
than their current values, which are 32 and 16M respectively.
However, as per previous 2 warnings: 1) you can't adjust anything
higher right now, until you lower the other buffer values, since
you're asking for more total RAM than you physically have; and 2) when
you adjust these, make sure they're the same size.  So, assuming you
had more RAM, you'd want to kick tmp_table_size up above 32M; and when
you do, make sure max_heap_table_size is adjusted to the same number.

> Checking MySQL for
>        mysql> show variables like 'tmp_table_size';
>        | tmp_table_size | 33554432 |
>        mysql> show variables like 'max_heap_table_size';
>        | max_heap_table_size | 16777216 |

The recommendations show you this: they say "make it greater than <the
current amount>."



> I can't add RAM the box is full.  I figure 4x256MB of slow RAM is better than 2x256MB of DDR400 (1GB slow is better than 512MB of faster RAM.)

if you have 4 slots, and they have quarter-gig sticks in them, why
wouldn't you be able to chuck them and get new sticks?  Even if you
just replaced them with half-gig sticks - dirt cheap - you'd double
your RAM.

better yet, get gig sticks.

> I'm not sure if it's telling me to set tmp_table_size and max_heap_table_size both to less than 16M.  Since it says they should be the same, and the heap is being flagged as being >16M, I was thinking of setting them both to 12M.

It's saying to make them both greater than 32M.  The recommendation
for the larger is "make it greater than the current value of 32M," and
"keep them both the same," with the caveat "but not until you do
something about your total RAM usage."

> The /etc/my.cnf is mostly, along w/stuff about password and whatnot that I don't think matter for this particular thread.  Mostly pulled from "my-large.cnf" example, disabling federated and bdb, and enabling innodb by uncommenting the lines.

> key_buffer = 256M
> myisam_sort_buffer_size = 64M
> query_cache_size= 16M

This is your only current option to reduce usage right now, and i
don't know how much room you have not knowing your DB's habits.  Try
gently lowering these if more physical RAM is impossible for whatever
reason, and restarting MySQL.

> # 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
> innodb_additional_mem_pool_size = 20M
> # Set .._log_file_size to 25 % of buffer pool size
> innodb_log_file_size = 64M

Same 'ere.

> I'm not sure if perceived "slowness" is due to webserver or MySQL or something else.  And partly, it's just

It's possible that MySQL is getting into fistfights with your system
for RAM right now, due to all of the above.

Hope this all helps in some way.


-- 
/chown -R us:us /yourbase


From jesse at bestpractical.com  Fri Jan 30 16:26:59 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 Jan 2009 16:26:59 -0500
Subject: [rt-users] Dashboards in the sidebar?
In-Reply-To: <F2C1938D-1452-4893-9221-529EABF4FA48@netconsonance.com>
References: <F2C1938D-1452-4893-9221-529EABF4FA48@netconsonance.com>
Message-ID: <20090130212659.GW1305@bestpractical.com>




On Fri, Jan 30, 2009 at 01:10:12PM -0800, Jo Rhett wrote:
> I'm curious.  Is there any reason nobody has a patch which enables  
> dashboards in the sidebar?
> 
> The more I use RT, the more I found myself leaving a ticket I've  
> updated to click Home, then click the dashboard to review my open  
> tickets, etc.  

Given that, why not add the search you actually want to your homepage?


> Any time I find myself doing the same operation  
> repeatedly, I try to make it more efficient.
> 
> Before I start down this road, anything I should know about/avoid?
> 
> -- 
> 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  Fri Jan 30 16:45:21 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 30 Jan 2009 13:45:21 -0800
Subject: [rt-users] Dashboards in the sidebar?
In-Reply-To: <20090130212659.GW1305@bestpractical.com>
References: <F2C1938D-1452-4893-9221-529EABF4FA48@netconsonance.com>
	<20090130212659.GW1305@bestpractical.com>
Message-ID: <24BCFC60-B4D3-419D-9FBE-178B5D76198E@netconsonance.com>

> On Fri, Jan 30, 2009 at 01:10:12PM -0800, Jo Rhett wrote:
>> I'm curious.  Is there any reason nobody has a patch which enables
>> dashboards in the sidebar?
>>
>> The more I use RT, the more I found myself leaving a ticket I've
>> updated to click Home, then click the dashboard to review my open
>> tickets, etc.

On Jan 30, 2009, at 1:26 PM, Jesse Vincent wrote:
> Given that, why not add the search you actually want to your homepage?

I do have it on my homepage.  But having to click Home and then click  
the search is two steps for "the most common thing I do".  If the  
search was available in the sidebar, I could reduce it to just 1 click.

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




From jesse at bestpractical.com  Fri Jan 30 16:51:21 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 Jan 2009 16:51:21 -0500
Subject: [rt-users] Dashboards in the sidebar?
In-Reply-To: <24BCFC60-B4D3-419D-9FBE-178B5D76198E@netconsonance.com>
References: <F2C1938D-1452-4893-9221-529EABF4FA48@netconsonance.com>
	<20090130212659.GW1305@bestpractical.com>
	<24BCFC60-B4D3-419D-9FBE-178B5D76198E@netconsonance.com>
Message-ID: <20090130215121.GX1305@bestpractical.com>




On Fri, Jan 30, 2009 at 01:45:21PM -0800, Jo Rhett wrote:
> >On Fri, Jan 30, 2009 at 01:10:12PM -0800, Jo Rhett wrote:
> >>I'm curious.  Is there any reason nobody has a patch which enables
> >>dashboards in the sidebar?
> >>
> >>The more I use RT, the more I found myself leaving a ticket I've
> >>updated to click Home, then click the dashboard to review my open
> >>tickets, etc.
> 
> On Jan 30, 2009, at 1:26 PM, Jesse Vincent wrote:
> >Given that, why not add the search you actually want to your homepage?
> 
> I do have it on my homepage.  But having to click Home and then click  
> the search is two steps for "the most common thing I do".  If the  
> search was available in the sidebar, I could reduce it to just 1 click.

Do you have the search results on your homepage? Are you asking to put
the tickets found by the search in your menu sidebar?



From jesse at bestpractical.com  Fri Jan 30 17:09:34 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 Jan 2009 17:09:34 -0500
Subject: [rt-users] Prevent status change?
In-Reply-To: <1233305931.16836.5.camel@miria>
References: <1233250184.13586.20.camel@miria>
	<20090129173429.GL1305@bestpractical.com>
	<1233305931.16836.5.camel@miria>
Message-ID: <20090130220934.GA685@17h.local>



> > 
> > We've done some work for this for a client on 3.8, though it needs more
> > work for general availability.
> 
> Would it be possible to share the work, see if we could tune it to match
> our needs?

It's not currently. I'm sorry about that. It's still very much in the
realm of "things we can help you with as part of a development
contract".  We made a decision to target RT4 for the public release of
this functionality.

Best,
Jesse
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From jrhett at netconsonance.com  Fri Jan 30 17:12:56 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 30 Jan 2009 14:12:56 -0800
Subject: [rt-users] Dashboards in the sidebar?
In-Reply-To: <20090130215121.GX1305@bestpractical.com>
References: <F2C1938D-1452-4893-9221-529EABF4FA48@netconsonance.com>
	<20090130212659.GW1305@bestpractical.com>
	<24BCFC60-B4D3-419D-9FBE-178B5D76198E@netconsonance.com>
	<20090130215121.GX1305@bestpractical.com>
Message-ID: <82BEDB1B-CF7D-40D2-8A10-776C1DAF3C28@netconsonance.com>

On Jan 30, 2009, at 1:51 PM, Jesse Vincent wrote:
> Do you have the search results on your homepage? Are you asking to put
> the tickets found by the search in your menu sidebar?

No, just the search link itself in the sidebar.

Yes, I could put the search results in my home page, but unlike most  
everyone else I often work in different queues so I'd rather have  
something like this in my sidebar:

   Assigned to me		all queues
   High Priority			any queue, priority above N
   Open Support			support queue, by priority
   Open Abuse			abuse queue, by reverse time created
   Open Security			security queue, by priority

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




From KFCrocker at lbl.gov  Fri Jan 30 17:13:07 2009
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 30 Jan 2009 14:13:07 -0800
Subject: [rt-users] RT Time fields in days?
Message-ID: <49837B73.1000307@lbl.gov>

To all,


	Is there a way in 3.8.2 to enter and store the data in the "Time" 
fields in days? If not, has anyone made their own modifications to do 
so? I need this one badly. It's a major requirement for my users. Thanks 
in advance.


Kenn
LBNL



From jesse at bestpractical.com  Fri Jan 30 17:41:32 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 Jan 2009 17:41:32 -0500
Subject: [rt-users] Using the approvals system in 3.8.2
In-Reply-To: <DB822ACAB889A64AA7BB62544A280D80068D1A6B@hq-2k7-exch01.Cudanet.local>
References: <486e31e10901291812w18b45eadof204d8f55206b30d@mail.gmail.com>
	<19fa96670901291840i3e284951x53c664a70fb86742@mail.gmail.com>
	<DB822ACAB889A64AA7BB62544A280D80068D1A6B@hq-2k7-exch01.Cudanet.local>
Message-ID: <20090130224132.GC1305@bestpractical.com>




On Thu, Jan 29, 2009 at 08:38:12PM -0800, Cassandra L. Brockett wrote:
> Okay, I've spent about two days trying to figure this out, and to be honest, the documentation isn't being very helpful...
> 
> I need to get basic approvals working for RT, I was using 3.6.7, and the upgrade to 3.8.2 erased the approvals scrips (thankfully we weren't using the approval system at the time of the upgrade)... 

If you had approvals that were working in 3.6.7, they should have
continued to work in 3.8.2. What we replaced were the scrips that caused
approval actions to happen. We moved the code somewhere it's easier to
test and maintain and fixed bugs, but didn't fundamentally change how
existing user code should work.

> Now however I'm trying to add approvals to a new queue, and I'm going nowhere fast...
> 
> All the documentation refers to earlier versions of RT, and I even found references online to a "New approvals system" with 3.8.2... However zero documentation on how to enable it for a queue or even just system-wide, so I'm asking for help now.
> 
> Simply put:-
> 1) Has anyone gotten the Approvals systems working with RT 3.8.2?  Are you willing to share how?


Yes. There were a bunch of issues in the approvals system that crept in
between 3.4.0 and 3.8.1. As part of the overhaul, we've added tests to
make sure they don't break again.

> 
> 2) Has anyone done an upgrade from an earlier RT to 3.8.2 and managed to get approvals working?

Yes.

Let's start from the top.  I _think_ that keeping this debugging session
on rt-users will be helpful to other (and future) readers.

Approvals are based around RT's "Create Tickets" action. The idea is
that you should create new tickets of Type approval in queue
___Approvals?

RT before 3.8.2 used scrips in the ___Approvals queue. RT 3.8.2 and
forward build in the same code at a deeper level.

Can you explain what you've done to date, including your "Create
Tickets" templates?


Best,
Jesse




From smccreadie at CanyonPartners.com  Fri Jan 30 22:03:19 2009
From: smccreadie at CanyonPartners.com (Sean McCreadie)
Date: Fri, 30 Jan 2009 19:03:19 -0800
Subject: [rt-users] Poor graphics.
In-Reply-To: <20090130115235.GI44991@obspm.fr>
References: <20090130115235.GI44991@obspm.fr>
Message-ID: <6A8A671AFE630144BC8AE1D84E6700B801AF0F56@SR-ES-EMAIL01.canyonpartners.local>

Anybody able to resolve this?  I have the same issue, running Centos 5.2 though, have installed graphviz.  I get the same thing as Albert.  Thanks in advance for any help.

Sean

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Albert Shih
Sent: Friday, January 30, 2009 3:53 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Poor graphics.

Hi all

When I use the charts of tickets relantionship, I get very poor charts, event I click and many box in "Show Tickets Properties on" section I don't have anything. Just something like

I got no error in my log. 

Any help ? 

NB: I'm running rt-3.8.2 on FreeBSD with manual install

--
Albert SHIH
SIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26
Heure local/Local time:
Ven 30 jan 2009 12:46:46 CET


From sturner at MIT.EDU  Sat Jan 31 10:25:00 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Sat, 31 Jan 2009 10:25:00 -0500
Subject: [rt-users] Dashboards in the sidebar?
In-Reply-To: <82BEDB1B-CF7D-40D2-8A10-776C1DAF3C28@netconsonance.com>
References: <F2C1938D-1452-4893-9221-529EABF4FA48@netconsonance.com>
	<20090130212659.GW1305@bestpractical.com>
	<24BCFC60-B4D3-419D-9FBE-178B5D76198E@netconsonance.com>
	<20090130215121.GX1305@bestpractical.com>
	<82BEDB1B-CF7D-40D2-8A10-776C1DAF3C28@netconsonance.com>
Message-ID: <op.uomnryhq5pzi6r@bjh>

On Fri, 30 Jan 2009 17:12:56 -0500, Jo Rhett <jrhett at netconsonance.com>  
wrote:

> On Jan 30, 2009, at 1:51 PM, Jesse Vincent wrote:
>> Do you have the search results on your homepage? Are you asking to put
>> the tickets found by the search in your menu sidebar?
>
> No, just the search link itself in the sidebar.
>
> Yes, I could put the search results in my home page, but unlike most
> everyone else I often work in different queues so I'd rather have
> something like this in my sidebar:
>
>    Assigned to me		all queues
>    High Priority			any queue, priority above N
>    Open Support			support queue, by priority
>    Open Abuse			abuse queue, by reverse time created
>    Open Security			security queue, by priority
>

You may be able to do this by adding a callback for Elements/Tabs.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T


From ranatanveer at beaconet.net  Sat Jan 31 10:51:58 2009
From: ranatanveer at beaconet.net (Rana Tanveer)
Date: Sat, 31 Jan 2009 20:51:58 +0500
Subject: [rt-users] New Created Queues are not visible in RT after upgrade.
Message-ID: <2282948c0901310751n13b467f8g6c75ce020a6a8874@mail.gmail.com>

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.

Thanks.

-- 
---------------------------------------------
         Rana Tanveer
        +923224194457
http://www.sysadminsline.com
---------------------------------------------
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